Communication And Life Skills

Session 1.

Introduction to Communication Skills

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learning objectives

• Explain the importance of communication
• Describe different forms of communication
• Describe different methods of communication

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Definition of Communication

• Communication
• Process in which message is conceived, organised, transmitted, received and responded to
• OR
• Process of exchanging information, thoughts, feeling , idea, instructions or knowledge

Effective Communication

Process in which message is effectively conceived, organised, transmitted, received and responded to 3

Importance of Communication

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Management

Helps in building effective relationship within an organization. Without timely communication of accurate information, management cannot effectively conduct its function of organizing, directing, controlling and coordinating the activities of organization Helps in relationship outside organization in order to maintain its external relationships 5

Office

It helps office to receive, record and process information It helps to communicate the processed information to the management so as to make timely decision It helps the office to communicate the management decision to different levels of staff and outsiders 6

Therefore Communication is necessary to:

• Share knowledge and experiences
• Build relationships
• Motivate
• Inform
• Teach
• Persuade
• Entertain
• Inspire
• Giving or receive direction

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Different Methods/Forms of Communication

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Communication can either be:

• Verbal: through spoken words
• Non-verbal
• Gestures (smiling, leaning forward, nodding)
• The way we stand
• The way we sit
• Facial expressions
• Silence
• Eye contact

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People often say one thing but seem to feel a different way

Crying while saying, ‘I am fine’

Saying that you are listening when you are not making eye contact with the speaker and you are looking all around the room while the speaker is talking Saying that you are not bored or tired when you are yawning 10

Communication can also be categorised according to the nature of the communication process, as follows:

Interpersonal communication: it involves more than one individual; it may be between two people or among many people. For example in group meetings, interviews, conversation among individuals or memos to members of staff.

• Intrapersonal
• Occurs within an individual
• Involves thoughts, feelings, and the way a person looks at himself/herself
• Sender and receiver are the same person
• The channel is the individual’s brain, processing the thoughts and feelings

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Evaluation

• What is communication?
• What is effective communication?
• What is the importance of communication?
• What are the forms of communication

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• session 2.

Media of Communication

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• learning objectives
• Define media of communication
• Explain types of communication media
• Explain advantages and disadvantages of communication media

Describe factors influencing choice/selection of communication media

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Media of communication are those channels that the message passes to get to the target receiver or audience.

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• Types of Media of Communication

Some of the commonly used media are;

Written medium: Involve transmitting a message in a written form, for examples; Books, articles, letters, newspapers, memos, reports, email, notes,short text messages and social media Visual medium: Relies on the eye for impression and information, for examples; use of diagrams, symbols, posters, pictures, billboards, projected images and sign languages

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Media of communication cont…………………….

Oral medium: Message is passed by words of mouth, for examples; Telephone calls, face to face conversation, radio broadcast, group discussion and speeches Audio medium: This involves electronic media employing sound signals, for example the use of radio Audio-visual medium: This involves electronic media employing a combination of sight and sound signals (Audience can see and hear), for examples; Television, teleconferencing and films

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Advantages and Disadvantages of Communication Media

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• Written medium
• Advantages:
• It provides a permanent record of information

It is widely accessed compared to other media Facilitates organisational performance by standardisation of standards, formalisation of appointments and delegation of duties It binds legally-whatever is agreed in on, put in writing and signed becomes a formal commitment supported by the Laws Disadvantages:

• Costly in terms of time, energy, material and logistics
• Quick clarification is not available (feedback)

Requires skills and competence in the use of language and vocabulary

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• Visual medium
• Advantages:
• Wide reach
• Simple, high status with standardised meaning
• Saves time

Disadvantages:

They are risky-based on the trust that the audience has a capacity to interpret signs intended by a sender

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• Oral medium
• Advantages:
• Provides high level of understanding and transparency
• Flexible- adjustments and changes can be done during presentation
• Feedback can be given immediately
• It is cheap
• It is a common medium used in conflict resolution
• It promote friendly relation

Better medium for transmitting private and confidential information

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• Disadvantages of oral medium
• Has no immediate permanent records,

It rely only on oral communication which may not be sufficient in business settings

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• Audio medium
• Advantages:
• Medium to wide reach
• High status
• Good for simple messages and slogans
• Relatively inexpensive (compared to Audio-visual media
• Can help to generate interests, awareness and excitement
• Disadvantages
• Programmes not always on at convenient times
• No room for interaction

Audio only, no visual communication

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• Audio-visual medium
• Advantages:
• Self-sufficient-it employs visual image back-up for audio presentation
• It has long lasting impact (images aid retention)
• It has broader catchment
• Disadvantages:
• Limited chances for clarification and feedback
• Risks of communication breakdown
• Expensive

Not everyone has a television set

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Factors Influencing Choice of Communication Media

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• Reliability
• Effective communication is that which links the sender and the audience well.

One should consider the channel chosen is reliable.

For example it is pointless to send a message that will not be delivered to the intended recipient.

• Receiver
• The choice of media of communication should be appropriate to the receiver.
• For example, understanding the capacity and interest of audience, literacy level,
• Other consideration can include gender, social status, cultural background, etc.
• Relationship with the receiver

Consider whether the receiver is senior or junior or both of the same rank.

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Level of Formality

Some kinds of communication are more formal than others and demand a more formal way of sending than others For example; Orders and requests must be sent using formal letters and not oral or visual communication Confidentiality

Some messages are confidential and should be read or heard only by intended recipients.

For example; the results of the medical test on HIV/AIDS are meant for patient only, unless he decides to release them to other people.There are other information that has to be kept confidential. When one aims at secrecy, letter will achieve the aim. In other communication systems, secrecy may leak out to unwanted persons.

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• Cost

Some media of communication are more expensive than others For example; a short local telephone call is cheaper than a letter in terms of typing and stationary used and postage. Therefore before adopting any system, the expenses in different means may also be considered. The material cost (stationery) and labour cost in preparing the letter, making a phone call, writing e-mail or using television programmes should be considered.

Speed

The urgency of the message is also considered during choosing the medium of communication.

Oral communication can be faster compared to writing a letter.One must speed up the transmission of message on the basis of importance and urgency of transaction. If the party is available in the transacted place, oral communication is enough. If the party is not around that place, telephonic message is good. If the matter is not urgent, a mere letter will be sufficient.

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Accuracy

If the accuracy of the message is the prime motive, written media will serve the purpose for example using emails or letter. Telephonic conversation might be misheard by the other party. Therefore, the communication medium which is selected should ensure accuracy in the transmission of messages.

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Record

Record of the message is essential and is possible only if it is in writing. For this purpose, duplicate copies of the letters can be preserved and they are good proof against disputes, relating to the information, in future. There is no record for oral communication.

Distance

Distance between the persons who are parties to communication is an important factor. If distance is too short, face to face communication is suitable. If there is distance, message can be transmitted through phone or telegram or letter.

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• Evaluation
• What is media of communication?
• What are the types of communication media?
• What are advantages and disadvantages of different types of media?

What are the factors influencing choice of communication media?

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Session 3: The Process of Communication

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• Learning objectives:
• State elements of communication

Describe the process of communication

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• The Five Important Elements of Communication:
• A speaker/sender/source
• Message
• Channel
• Receiver/recipient

feedback

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• The Process of Communication
• Source
• Initiator/originator of the message
• Bear initial purpose of the communication process cycle
• Source can be an individual, organisation or government ministry
• Source can also become recipient or the receiver of the message when sender give feedback

Message

Refers to content of communication. Pieces of information transmitted from the source (sender) to the receiver at each cycle.

The message can be either verbal or non-verbal

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• elements of process of communication cont………………..

Channel

Path or medium through which the message passes from the source towards the target receiver.

• For example written, oral, visual and audio visual channels
• Receiver
• Person whom message is intended.
• Receiver interpret the message and give the response
• Feedback
• Response of the receiver to the sender’s message

Confirms the level of success of a communication process

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• Evaluation
• What are the elements of communication?

How are the elements of communication involved in the communication process?

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• Session 4: Using Skills of Communication
• Learning objectives:
• Define communication skill
• Describe different types of communication skills
• Describe principles of effective communication

Demonstrate communication skills

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• Definition of Communication skill

Skill: It is learned ability to perform an action.

Communication Skill: It is the ability to convey information to another person effectively and efficiently

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Types of Communication Skills

Listening skill: It is the ability to hear and understand the messages that others are communicating. These messages are transmitted verbally or non-verbally Reading skill: These are skills that enable the reader in interpreting and deriving meaning from written or printed text Presentation skill: These are skills that will enable your message to be delivered effectively

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Types of communication skills cont….

Writing skill: It is a process in which mental concepts and ideas are presented through readable forms Non-verbal skill: Non-verbal is communication through body language for example eye contact, facial expression, hand gestures and head nod. It often takes on more meaning in interpersonal and/or emotional exchanges

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Principles of Effective Communication The 7 C’s of effective communication, also known as the seven principles of communication are a useful way to ensure good communication. The 7 C’s of Effective Communication provide a useful check list as a result of which both written and verbal communication pass off in a clear, plain, target group-oriented and well-structured manner.

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1.Completeness

The message must be complete and geared to the receiver’s perception of the world. The message must be based on facts and a complex message needs additional information and / or explanation.

2.Concreteness

Concrete communication is also about a clear message. This is often supported by factual material such as research data and figures.

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3.Courtesy

In addition to considering the feelings and points of view of the target group, it is also important to approach the audience in a friendly and courteous manner. Use of terms that show respect for the receiver contribute towards effective communication.

4.Correctness

A correct use of language has the preference. A correct use of language increases trustworthiness and the receiver will feel that they are taken seriously.

5.Clarity

Clear or plain language is characterized by explicitness, short sentences and concrete words. Fuzzy language is absolutely forbidden. Briefly-worded information emphasizes the essence of the message.

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6.Consideration

Communicating with the target group (Consideration). In order to communicate well, it is important to relate to the target group and be involved. By taking the audience into account, the message can be geared towards them. Factors that play a role in this are for example: professional knowledge, level of education, age and interests.

7.Conciseness

A message is clear when the storyline is consistent and when this does not contain any inconsistencies. When facts are mentioned, it is important that there is consistent, supporting information.

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• Evaluation
• What is communication skill?
• What are different types of communication skills?

What are the principles of effective communication?

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• top communication skills the hiring manager will be evaluating
• :
• Listening
• Empathy
• Friendliness (are you easy to talk to?)
• Nonverbal communication (do you appear to be stressed or uncomfortable?)
• Respect
• How clear and concise your responses are

Confidence