MODULE 4

SOFT SKILLS
COMMUNICATION
The word communication is derived from a Latin word ‘Communis’
which means to share or to participate.
The Communication is a two-way process wherein the message in
the form of ideas, thoughts, feelings, opinions is transmitted
between two or more persons with the intent of creating a shared
understanding.
Communication is the process of sending and receiving messages
through verbal or nonverbal means, including speech, or oral
communication; writing and graphical representations (such as
infographics, maps, and charts); and signs, signals, and behaviour.
 IMPORTANCE OF
COMMUNICATION
1. Base for Action:
Communication acts as a base for any action. Starting of any activity begins with
communication which brings information necessary to begin with.
2. Planning Becomes Easy:
Communication facilitates planning. Planning is made easy by communication. Any type of
information regarding the human resource requirement of each department of the organisation
with their qualifications, the type and kinds of job etc can be collected through communication
which helps in human resource planning. Policies and programmes for their acquisition can be
prepared and implemented. In the entire process communication plays a vital role, it also
facilitates managerial planning of the organisation.
3. Means of Coordination:
Communication is an important tool for coordinating the efforts of various people at work in
the organisation.
4. Aids in Decision-Making:
The information collected through communication aids in decision-making.
Communication facilitates access to the vital information required to take decisions.
5. Provides Effective Leadership:
A communication skill brings manager near to his subordinates and exchange ideas
and submits appropriate proposals, knows their opinions, seeks advices and make
decisions. This enables a manager to win confidence of his subordinates through
constantly communicating with them and removing probable misunderstandings. In this
way he leads his people to accomplish the organisational goal.
6. Boosts Morale and Motivation:
An effective communication system instills confidence among subordinates and
workers ensuring change in their attitude and behaviour. The main cause of conflict
and dissatisfaction is misunderstanding which can be removed through communication
skills. The removal of misunderstanding makes manager and his subordinates
understand each other and create good industrial relations. This boosts up the
morale of the people and motivates them to work harder.
FORMS OF COMMUNICATION
Types of communication based on the communication channels
used are:
• Verbal Communication
• Nonverbal Communication
Verbal Communication
Verbal communication refers to the the form of communication in which
message is transmitted verbally; communication is done by word of mouth
and a piece of writing. Objective of every communication is to have
people understand what we are trying to convey. In verbal
communication remember the acronym KISS(keep it short and simple).
Verbal Communication is further divided into:
• Oral Communication
• Written Communication
Oral Communication
In oral communication, Spoken words are used. It includes face-to-face conversations,
speech, telephonic conversation, video, radio, television, voice over internet. In oral
communication, it is influenced by pitch, volume, speed and clarity of speaking.
Advantages of Oral communication are:
It brings quick feedback.
In a face-to-face conversation, by reading facial expression and body language one
can guess whether he/she should trust what’s being said or not.
Disadvantage of oral communication
In face-to-face discussion, user is unable to deeply think about what he is delivering.
WRITTEN COMMUNICATION
• In written communication, written signs or symbols are used to communicate. A
written message may be printed or hand written. In written communication
message can be transmitted via email, letter, report, memo etc. Message, in
written communication, is influenced by the vocabulary & grammar used,
writing style, precision and clarity of the language used.
• Written Communication is most common form of communication being used in
business. So, it is considered core among business skills.
• Memos, reports, bulletins, job descriptions, employee manuals, and electronic
mail are the types of written communication used for internal communication.
For communicating with external environment in writing, electronic mail, Internet
Web sites, letters, proposals, telegrams, faxes, postcards, contracts,
advertisements, brochures, and news releases are used.
NONVERBAL COMMUNICATION
• Nonverbal communication is the sending or receiving of wordless messages.
We can say that communication other than oral and written, such
as gesture, body language, posture, tone of voice or facial expressions, is
called nonverbal communication. Nonverbal communication is all about the
body language of speaker.
• Nonverbal communication helps receiver in interpreting the message received.
Often, nonverbal signals reflects the situation more accurately than verbal
messages. Sometimes nonverbal response contradicts verbal
communication and hence affect the effectiveness of message.
Nonverbal communication have the following three elements:
Appearance
Speaker: clothing, hairstyle, neatness, use of cosmetics
Surrounding: room size, lighting, decorations, furnishings
Body Language
facial expressions, gestures, postures
Sounds
Voice Tone, Volume, Speech rate