Professional Communication (ENGN 101)

Unit 1 and Unit 2 notes

Communication

• Definition:

• Following are some of the important definitions of communication:

• Communication may be defined as “the transfer of information and understanding from one person to another.”

• Newman and Summer- “Communication is an exchange of facts, ideas, opinions or emotions by two or more persons.”

• ‘It is the process of passing information and understanding from one person to another. It is essentially a bridge of meaning between
people. By using this bridge of meaning, a person can safely cross the river of misunderstanding that separates all the people’. – Keith
Davis

Origin: Communication is as old as human civilization. The term communication has been derived from the Latin word, ‘communis’ or
‘communicare’ or communico, which means ‘to share’ or ‘to exchange’. Its literal meaning is giving or sharing information.

Prefessional Communication: Professional communication is a subfield of communication that pays close attention to the theories and
practice of communication within professional contexts.

Objectives

• An Aid to Decision Making.

• Smooth Functioning.
• Facilitates Coordination.
• Employee Motivation and Morale.
• Overcome Resistance to Changes.
• Sound Human Relation.
 • Maintain Public Relation.
• An Aid to control.

Characteristics
– At least two persons
– Two-way process
– Dynamic process
Goal-oriented

– Interdisciplinary – Communication derives knowledge from several sciences like anthropology (the study of body language),
sociology (the study of human behavior), psychology (the study of a human), etc. The linking between these sciences makes
communication effective.
– Interpersonal relations

– Circular process

Types of Communication
Formal Commn

• Formal commn refers to a commn, which passes through predefined channels. It is also known as official commn.
• Four types of formal commn
• Downwards
• Upwards
• Horizontal
• diagonal

Informal Commn
• Informal commn is one that does not follow any lines of commn and moves freely in all the directions. It is also called as grapevine
commn.

• Improves coordination

• Gossip

• Helps in organizational progress

• Four types of grapevine commn (Prof. Keith Davis)

• 1. single strand chain

• 2. Gossip chain

• 3. Probability chain

• 4. cluster chain

What is diagonal communication?

• Diagonal communication is a type of business communication where the exchange of information occurs between individuals or teams,
not on the same department or level in the organization. It is also known as crosswise communication.
• The diagonal flow of communication instigates cutting across departmental lines by letting people from different departments who have
no direct reporting relationship interact with each other.
• Diagonal communication in an organization is used to ensure different teams in the organization are adhering to the overall goals of the
company.
• In modern organizations, diagonal communication facilities tackle challenges in ways vertical and horizontal communication cannot.
• During the various stages of production, one department may require assistance from another department. Individuals from different
departments can also be put into a task team to carry forward special objectives.

Characteristics of Diagonal Communication

• A diagonal communication network has the following characteristics:
 • 1) No line of command: It allows individuals in the organization with no direct reporting relationship to interact with each other.
Messages can be transmitted from one level to another by anyone in the organization.
• 2) Inter-departmental communication: One of the main purposes of diagonal communication is inter-departmental communication.
Different departments in a company can communicate and coordinate with each other to reach common goals.
• 3) Extended recommendations: A key characteristic of diagonal communication is that it helps in finding solutions and
recommendations by seeking assistance from other departments and managers with extensive knowledge bases and experience.
• 4) Speed: Diagonal communication channel improves the speed of informational flow in an organization. Messages are transmitted
quickly as there are no formalities as such to be followed and the channel of communication is mostly oral.
• 5) Crosswise Communication: Communication is not vertical or horizontal in nature. It is rather a hybrid of both. This allows flexibility
and provides a broader range of communication.

Verbal Communication: The communication happens through verbally, vocally or through written words which express or convey the message
to other is called verbal communication. Example: Baby crying (vocal) is verbal communication which express the hungry or pain through
vocally.

• Verbal communication has classified into two types:

A. Oral Communication B. Written Communication.

Non Verbal Communication

Any communication without word of mouth, spoken words, Conversation and written languages are called Non-Verbal Communication. It
happens through Signs, symbols, colors, gestures, body language or any facial expressions are known as non-verbal communication.

• Examples: Traffic signals are one of the best examples for non-verbal communication.
Public Communication: For example, the Prime Minister addressing the public about the multiple developing projects; Other examples include
elections, campaigns, public speeches, etc.

Small-Group Communication: The small group communication is defined as communication within two or more people. For example, school
meetings, board meetings, press conferences, office meetings, team meetings, family gatherings, etc.

Intrapersonal Communication: Intrapersonal communication is communication within us. It includes self-thinking, analysis, thoughts,
assessments, etc. associated with the inner state of mind.
The person's internal thoughts or feelings play a vital role in intrapersonal communication. It also includes various activities, such as solo
speaking, solo writing, solo dancing, concentration, and self-awareness.
Interpersonal Communication: Interpersonal communication is the communication between us and others over the channel. The
communication can be online, face-to-face, video conference on mobile, etc. Interpersonal skills are essential, whether we are a manager,
employee, or looking for work. Such skills are also known as soft skills that determine how well a person can communicate, behave, and relate
to others.

Kinesics

Kinesics is the interpretation of body motion communication such as facial expressions and gestures, nonverbal behavior related to movement of
any part of the body or the body as a whole. The equivalent popular culture term is body language, a term Ray Birdwhistell, considered the
founder of this area of study,[1] neither used nor liked (on the grounds that what can be conveyed with the body does not meet the linguist's
definition of language).

Kinesics was first used in 1952 by an anthropologist named Ray Birdwhistell. Birdwhistell wished to study how people communicate through
posture, gesture, stance and movement.[2] His ideas over several decades were synthesized and resulted in the book Kinesics and Context.[3]

He wrote two books on the subject: Introduction to Kinesics (1952) and Kinesics and Context (1970). He also created films of people
communicating and studied their methods of nonverbal communication in slow-motion. He published his results as attempts to make general
translations of gestures and expressions, although he later acknowledged it was impossible to equate each form of body language with a specific
meaning.

Body language: Such behavior includes facial expressions, body posture, gestures, eye movement, touch and the use of space. Interpretations of
human body language. It is also known as kinesics.

Facial expression: such as the movement of the eyes, eyebrows, lips, nose and cheeks. The face displays numerous emotions such as:
Happiness, Surprise, Disgust, Anger, Sadness, etc...
Head and neck signals: Body language conveyed by the head and neck involves various ranges of movement. Nodding of the head is generally
considered as a sign of saying 'yes'. Shaking the head is usually interpreted as meaning 'no'.

Body postures: Emotions can also be detected through body postures. For example, a person feeling angry would portray dominance over the
other, and their posture would display approach tendencies. Sitting or standing postures also indicate one's emotions.

Gestures - Gestures are movements made with body parts (example hands, arms, fingers, head, legs) and they may be voluntary or involuntary.
Different hand gestures help emphasize meanings and regulate interaction between or among participants. For Example: Relaxed hands indicate
confidence and self-assurance, while clenched hands may be interpreted as signs of stress or anger. If a person is wringing their hands, this
demonstrates nervousness and anxiety.

Oculasics

Oculesics, a subcategory of body language, is the study of eye movement, eye behavior, gaze, and eye-related nonverbal communication. Eyes
are said to be the window to the soul. - Through eye contact, one can tell if the other party is paying attention to the speaker’s words. - It can also
help in determining whether one is saying the truth or not. - Through eye contact we can be able to know one’s emotional condition.

Proxemics

• Another notable area in the nonverbal world of body language is that of spatial relationships, which is also known as Proxemics.
Introduced by Edward T. Hall in 1966, Proxemics is the study of measurable distances between people as they interact with one another.
• Hall also came up with four distinct zones in which most men operate:
• Intimate distance for embracing, touching or whispering
• Personal distance for interactions among good friends or family members
• Social distance for interactions among acquaintances
• Public Distance used for public speaking.
Haptics
It is a subcategory of Body Language, and the study of touching as such, handshakes, holding hands, back slapping, high fives, brushing up
against someone or patting someone all have meaning. Touching is the most developed sense at birth and formulates our initial views of the
world. Touching can be used to sooth, for amusement during play, to flirt, to express power and maintain bonds between people, such as with
baby and mother.

Chronemics
• The use of time in nonverbal communication is formally defined as chronemics. Time perceptions include punctuality, willingness to
wait, and interactions. The use of time can
affect lifestyles, daily agendas, speed of speech, movements and how long people are willing to listen.

Paralinguistics
Paralinguistics is the study of these vocal (and sometimes non-vocal) signals beyond the basic verbal message or speech, also known
as vocalics.
Paralanguage includes accent, pitch, volume, speech rate, modulation, and fluency. Some researchers also include certain non-
vocal phenomena under the heading of paralanguage: facial expressions, eye movements, hand gestures, and the like.

Paralinguistic phenomena occur alongside spoken language, interact with it, and produce together with it a total system of communication.
Vocal and Nonvocal Phenomena "The more technical discussion of what is loosely described as tone of voice involves the recognition of a
whole set of variations in the features of voice dynamics: loudness, tempo, pitch fluctuation, continuity, etc.

Barrier in Communication
A communication barrier is anything that comes in the way of receiving and understanding messages that one sends to another to convey his
ideas, thoughts, or any other kind of information. These various barriers of communication block or interfere with the message that someone is
trying to send. There are numerous barriers to effective communication that can come in the way. It happens because the message sent by the
sender might not be understood exactly as it is meant to be. It can get distorted during the communication exchange. These different types of
communication barriers can come at any stage in the process of communication. It can come because of the bias or stereotyping and
generalization that exists in the workplace.

• Language Barriers: Language barriers are the most common communication barriers which cause misunderstandings and
misinterpretations between people. Not using the words that other person understands makes the communication ineffective and prevents
message from being conveyed.
• Cultural Barriers: Past experiences, perception, and cultural background greatly affect the way people talk and behave. Culture plays an
important role in shaping the style of communication. ..
The culture in which individuals are socialized influences the way they communicate, and the way individuals communicate can change
the culture.

• Organizational Barriers: Inside the organization, there are many things inside which a communication barrier is created. Just like the
policy of the organization, about the rule and regulation of the organization, about the status, the facility, there are many other things
which cause a lot of barriers.
• Semantic Barriers: Semantic barriers to communication are the symbolic obstacles that distort the sent message in some other way than
intended, making the message difficult to understand. The meaning of words, signs and symbols might be different from one person to
another and the same word might have hundreds of meanings.

Technical Communication
Technical Communication takes place when professionals discuss a topic with a specific purpose with a well defined audience.
Objectives:
To provide organized information that aids in quick decision-making
To invite corporate joint ventures
To disseminate knowledge in oral or written form

Difference in General and Technical Communication

General Communication
• Contains a general message
• Informal in style and approach
• No set pattern of communication.
• Mostly oral
• Not always for a specific audience
Doesn’t involves the use of technical vocabulary or graphics, etc.

Technical Communication
• Contains a technical message
• Mostly formal
• Follows a set pattern
• Both oral and written
• Always for a specific audience
• Frequently involves jargon, graphics, etc.

Features of Tech Commn

• Addresses Particular audience
• Moderate length sentences
• Logical division of paragraphs
• Help people to solve problems
• Consists of words, graph or both
• Produced using high tech tools
• Dissemination of knowledge in oral or written form
Effective Listening Skills - An essential for good communication
Listening is a significant part of communication process. Communication cannot take place until and unless a message is heard and retained thoroughly and
positively by the receivers/listeners. Listening is a dynamic process. Listening means attentiveness and interest perceptible in the posture as well as
expressions. Listening implies decoding (i.e., translating the symbols into meaning) and interpreting the messages correctly in communication process.

Listening differs from hearing in sense that:

 Hearing implies just perceiving the sounds while listening means listening with understanding whatever you are listening. Both the body as well as
mind is involved in listening process.
 Listening is an active process while hearing is a passive activity.
 Hearing is an effortless activity while listening is an act requiring conscious efforts, concentration and interest. Listening involves both physical and
psychological efforts.

Effective listening requires both deliberate efforts and a keen mind. Effective listeners appreciate flow of new ideas and information. Organizations that
follow the principles of effective listening are always informed timely, updated with the changes and implementations, and are always out of crisis situation.
Effective listening promotes organizational relationships, encourages product delivery and innovation, as well as helps organization to deal with the diversity
in employees and customers it serves.

To improve your communication skills, you must learn to listen effectively. Effective listening gives you an advantage and makes you more impressive when
you speak. It also boosts your performance.

Effective Listening Skills

 Discover your interests’ field.
 Grasp and understand the matter/content.
 Remain calm. Do not loose your temper. Anger hampers and inhibits communication. Angry people jam their minds to the words of others.
 Be open to accept new ideas and information.

 Jot down and take a note of important points.

Work upon listening. Analyze and evaluate the speech in spare time.

 Rephrase and summarize the speaker’s ideas.

  Keep on asking questions. This demonstrates that how well you understand the speaker’s ideas and also that you are listening.
 Avoid distractions.
 “Step into the shoes of others”, i.e., put yourself in the position of the speaker and observe things from his view point. This will help creating an
atmosphere of mutual understanding and improve the exchange of ideas in communication process.

Characteristics of Good and Effective Listener

Good and effective listener tries to give maximum amount of thought to the speaker’s ideas being communicated, leaving a minimum amount of time for
mental exercises to go off track. A good listener:

1. Is attentive- Good listener must pay attention to the key points. He should be alert. He should avoid any kind of distraction.
2. Do not assume- Good listener does not ignore the information he considers is unnecessary. He should always summarize the speaker’s ideas so
that there is no misunderstanding of thoughts of speakers. He avoids premature judgements about the speakers message.
3. Listen for feelings and facts- Good listener deliberately listens for the feelings of the speaker. He/She concentrates totally on the facts. He/She
evaluates the facts objectively. His/Her listening is sympathetic, active and alert. He/She keenly observes the gestures, facial expression and body
language of the speaker.

In short, a good listener should be projective (i.e. one who tries to understand the views of the speaker) and empathic (i.e. one who concentrates not
only on the surface meaning of the message but tries to probe the feelings and emotions of the speaker).
 4. Concentrate on the other speakers kindly and generously- A good listener makes deliberate efforts to give a chance to other speakers also to
express their thoughts and views. He tries to learn from every speaker. He evaluates the speaker’s ideas in spare time. He focuses on the content of
the speaker’s message and not on the speaker’s personality and looks.
5. Opportunizes- A good listener tries to take benefit from the opportunities arising. He asks “What’s in it for me?”

To conclude, effective listening enhances the communication quality. It makes all attentive. It encourages optimistic attitude, healthy relations and more
participation. It leads to better decision- making in an organization. Effective listening is directly related to our ability to do team work. It must be noted that
“We listen at about an efficiency rate of 25 percent maximum, and we remember only about 50 percent of what is delivered during a ten-minute
speech/lecture/communication.”

Different Types of Listening Skills & Styles

As now you know the importance of listening skills, let’s know how the different styles of listening work. We use informational, critical and
empathic styles when we listen to people. Those who use informational listening are usually in school or work in an office setting. They are also
likely to take physical notes and pay attention to body language. Developing informational listening skills is ideal for beginning a new job or
self-development study. We can use all eight styles. But which one is best for you?

1. Empathetic Listening

As the name implies, empathic listening is based on understanding beyond the facts and providing support and empathy to the speaker. Using
this type of listening style builds trust and positive interactions. The benefits of empathic listening extend beyond interpersonal relationships.

Empathetic listening is the most common type of listening. It involves identifying with the other person's feelings and experiences. The listener
is not necessarily required to experience the same thing as the speaker, but he or she should try to imagine the other person's experience. For
example, if your coworker is facing an increase in workload, you will understand his or her struggle. By understanding the other person's
feelings, you will be able to make a better decision.

Developing empathetic listening skills requires practice and understanding of the person talking to you. Learning about their lives and picking up
on nonverbal cues will help you become a better listener. But remember that it takes time to develop your listening skills.

The more you practice, the more effective you'll become. So start practising today to become a better listener. After all, you won't get anywhere
without practice.

2. Active Listening
If we talk about how to improve listening skills, active listening is among the most important ones. When you are communicating with someone,
active listening is crucial. The active listener will pay attention to every word of what is being said and will often show their own response by
verbally giving feedback.

Active listeners are the holy grail of audiences. While active listening can be tricky to master, it's vitally important to know how to effectively
communicate with an active listener.

The most effective way to listen is to engage in active listening. People who practice this style are generous and considerate listeners who place
the needs of others above their own. They prioritise the point of view of others, even if this requires filtering out other points of view.

They also value facts and consider their own feelings before answering. Active listeners may even ask questions on behalf of other people, which
shows that they are attentive and care about other people's opinions.

The main difference between active listening and forced listening is that active listeners focus their attention on the speaker rather than on other
distractions. In addition, they avoid interrupting the speaker and are more likely to remember important information.

Active listeners can also be more attentive to nonverbal cues like body language and eye contact when they are active listeners. The key to active
listening is paying attention. This style is important for communication because it improves the quality of information that is communicated.

8. Critical Listening

The term "critical" has multiple meanings; however, in this instance, it's simply saying that you're evaluating data but not necessarily judging.
Critical listening refers to the method of listening that listeners use when trying to evaluate and analyse the complexity of the information being
conveyed to them.

It is possible to use critical listening when you're working on a problem-solving job and need to determine whether you appreciate the idea being
presented by one of your colleagues or not.

Appreciative Listening
Comprehensive Listening

Listening vs Hearing

Hearing is the act of perceiving sounds and receiving sound waves or vibration through your ear

Listening is the act of hearing the sounds and understand the meaning expressed by the speaker.

Hearing may be accidental, involuntary, effortless.

Listening is focused, voluntary and intentional

Hearing is physiological

Listening is psychological

Hearing is passive

Listening is active

Hearing involves one sensory organ

Listening involves multiple sensory organs

Five stages of listening

Receiving

Understanding

Remembering
Evaluating

Responding