Golden state college level IV

Utilizing Specialized communication skills

Module Overview

This module explains the knowledge, attitudes and skills that are important in the exercise of
specialized communication skills.

Upon completing this module, students are expected to:

1.utilize communication tactics that cater to the specific needs of both the internal and
external clients; and

2.Act as a representative of an organization in internal and external forums

What is communication
Communication is the process of conveying information between
two or more people. The communication process is the steps we
take in order to achieve a successful communication.
The term communication process refers to the exchange of
information (a message) between two or more people. For
communication to succeed, both parties must be able to exchange
information and understand each other. If the flow of information
is blocked for some reason or the parties cannot make themselves
understood, then communication fails.
Communication is a complex process, and it is difficult to determine where or
with whom a communication encounter starts and ends. Models of
communication simplify the process by providing a visual representation of the
various aspects of a communication encounter.

Almost every part of life requires communication, however basic. It is no exaggeration to say
then that communication skills are key points to focus upon in building a solid foundation
for one’s academic life and career. At the mention of the word “communication”, what
came to your mind first would probably be talking and listening. However,

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communication involves more than just that, for it is all about the effective transfer of
information from one person to another.

Communications Process
The communication process is defined as a way of communicating a
message, idea, or information from the sender by overcoming several
barriers via channels through which the message is sent to the receiver.

The communication process consists of several components. The

communication process refers to a series of actions or steps taken in order to
successfully communicate. It involves several components such as the sender of
the communication, the actual message being sent, the encoding of the message,
the receiver and the decoding of the message.

The communication process is a series of steps that are involved

in successfully communicating an idea, information, or message
between a sender and receiver through the physical or virtual
channel of communication.

In fact, there are several components that come together to

complete an effective communication process. Sender must
follow the process to make their personal, professional, or
business communication more effective and result-driven.

An effective communication process comprises of the following elements-

Source The source, as the sender of the message, must be fully

aware of what is to be communicated to the other person. The source
must be clear about the purpose and objectives for starting a
communication. Person who initiates the communication processes.
The communication process begins with the sender, who is also called
the communicator or source. The sender has some kind of information — a

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command, request, question, or idea — that he or she wants to present to
others. For that message to be received, the sender must first encode the
message in a form that can be understood, such as by the use of a common
language or industry jargon, and then transmit it.

2. Message The message is the heart or the subject matter of

communication. It is the reason why there is communication in the
first place. The message itself must be clearly expressed and worded.
The message that is sent by the sender can be anything such as a
command, a request, a question, or just a statement for a normal
discussion.

The message or content is the information that the sender wants to relay to

the receiver. Additional subtext can be conveyed through body language
and tone of voice. Put all three elements together — sender, receiver, and
message — and you have the communication process at its most basic.

3. Encoding :- Encoding is the process of translating or converting your

message into a format that can be easily shared with and accessed by another
person.
The sender needs to encode the message in the form of pictures, words, or even gestures.

4. Channel This is the method/s by which you convey your message.

Choosing the most suitable method for communication depends largely on the
type of message you want to communicate. It can be through speaking, writing,
gesturing, or it could be through telephone calls, emails, Facebook Messenger,
other instant messaging apps or simply through a text message.
the medium is the means by which a message is transmitted. Text
messages, for example, are transmitted through the medium of cell phones.

The message once encoded has to be sent to the other side through some
kind of channel. This channel is the media for the message and this can be
anything such as email, telephone, or so on.

5. Decoding This part refers to how the message sent is interpreted and understood by
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the receiver, provided that there are means available to understand the information shared.
Once the message has reached the other side, it has to be decoded. This is only
possible when the person on the other side is familiar with the signs that the sender has
used for encoding the message. For example, if the sender has sent a message in the
English language, the person on the other side can decode it only when he or she

knows the English language .

Receiver
The receiver is the person on the other side who is receiving the message and decodes
it to understand and proceed with the communication processes further. The person
to whom a message is directed is called the receiver or the interpreter. To
comprehend the information from the sender, the receiver must first be
able to receive the sender's information and then decode or interpret it.

Feedback
It is the receiver who understands the message and then offers feedback
over it to the sender in the process. The communication process reaches its final point
when the message has been successfully transmitted, received, and understood. The receiver, in
turn, responds to the sender, indicating comprehension. Feedback may be direct, such as a
written or verbal response, or it may take the form of an act or deed in response (indirect).

What is the communication process?

The communication process refers to a series of actions or steps taken in order to
successfully communicate. It involves several components such as the sender of the
communication, the actual message being sent, the encoding of the message, the
receiver and the decoding of the message. There are also various channels of
communication to consider within the communication process. This refers to the way
a message is sent. This can be through various mediums such as voice, audio, video,
writing email, fax or body language. The overall goal of the communication process is
to present an individual or party with information and have them understand it. The
sender must choose the most appropriate medium in order for the communication
process to have worked successfully.

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Other Factors
The communication process isn't always so simple or smooth, of course. These elements can
affect how information is transmitted, received, and interpreted:

Noise: This can be any sort of interference that affects the

message being sent, received, or understood. It can be as literal as
static over a phone line or radio or as esoteric as misinterpreting a
local custom.
Context: This is the setting and situation in which
communication takes place. Like noise, context can have an
impact on the successful exchange of information. It may have a
physical, social, or cultural aspect to it. In a private conversation
with a trusted friend, you would share more personal information
or details about your weekend or vacation, for example, than in a
conversation with a work colleague or in a meeting.
Parts of the communication process

The communication process has several components that enable the transmission of a message. Here are
the various parts:

Sender: This is the person that is delivering a message to a recipient.

Message: This refers to the information that the sender is relaying to the receiver.

Channel of communication: This is the transmission or method of delivering the message.

Decoding: This is the interpretation of the message. Decoding is performed by the receiver.

Receiver: The receiver is the person who is getting or receiving the message.

Feedback: In some instances, the receiver might have feedback or a response for the sender. This starts an
interaction.

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How does the communication process work?

In order to successfully communicate, it's important to understand how the process

works. Here are the seven steps in the communication process:

The sender develops an idea to be sent. The beginning of the communication process
involves the sender creating an idea that they plan to send to another person or group of people.
Essentially, they're planning the overall subject matter or information they want to transmit.

The sender encodes the message. Once the sender develops an idea, they translate it into a
form that can be transmitted to someone else. This means they transform the thoughts of the
information they want to send into a certain format. For example, if you are writing a letter, you'll
translate your idea into words. The message can also be nonverbal, oral or symbolic.

The sender selects the channel of communication that will be used. Next, the
sender decides how the message will be sent. This involves selecting the most suitable medium for the
message they're relaying. Some communication mediums include speaking, writing, electronic
transmission or nonverbal communication. If you're communicating at work, make sure to select the

proper and most professional channel of communication .

The message travels over the channel of communication. After the medium is
chosen, the message then begins the process of transmission. The exact process of this will depend on
the selected medium. In order for the message to be properly sent, the sender should have selected the
appropriate medium.

The message is received by the receiver. Next, the message is received by the recipient.
This step in the communication process is done by hearing the message, seeing it, feeling it or another
form of reception.

The receiver decodes the message. The receiver then decodes the sender's message. In
other words, they interpret it and convert it into a thought. After they've done this, they analyze the
message and attempt to understand it. The communication process is performed effectively when the
sender and receiver have the same meaning for the transmitted message.

The receiver provides feedback, if applicable. Lastly, unless it's a one-way

communication, the receiver will provide feedback in the form of a reply to the original sender of the
message. Feedback provides the recipient with the ability to ensure the sender that their message was
properly received and interpreted. Between two people, this is two-way communication.

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Tips For improving the communication process
Here are some tips to consider to improve your communication skills and the
communication process overall:

Simplify your message: In order to ensure your message is properly understood,

you should keep your language simple and to the point.

Know your audience: It's also important to consider the audience that will
receive your message as well as their needs and interests.

Be a good listener: As a communicator, it's important to actively listen to what

those around you are saying. This will ensure that you're sending the right message.

Ask questions: It's also important to ask good questions to keep the

communication flowing. Make sure your questions are insightful and engaging.

Take the time to respond: When communicating, it's important to consider how

you might reply to a person to ensure you know what you want to say.

Consider your body language: If you're communicating through a different

medium, it's important to be mindful of your body language. In addition, be aware of
the body language of the person you're communicating with, as well.

Maintain eye contact: It's also important to make contact with the person or
group you're communicating with. This will show that you're actively listening to who
you're communicating with.

Clarify your message if needed: If the recipient of your message is unclear

about what you're trying to say, it's important to clarify your message. This will help
them to better understand you.

…………………………………………………………………………………….
Communication skills allow you to give and receive information. Indeed
employers consistently rank communication skills as one of the most
commonly requested skills in 2020 job postings. Using, improving and
showcasing your communication skills can help you both advance in your
career and be competitive when searching for new jobs. In this article, we

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discuss the importance of communication skills and ways you can improve
them. We'll also share ways you can highlight your communication skills in
your resume, cover letter and interview with examples.

If you aren't sure how to showcase your skills on a resume, get professional
assistance with our resume feedback questionnaire.

Top 10 communication skills

Here are the top communication skills employers and recruiters want to see in
your resume and cover letter, interviews and career development:

1. Active listening

Active listening means paying close attention to who you’re communicating

with by engaging with them, asking questions and rephrasing. Practicing
active listening can build respect with your coworkers and increase
understanding in the workplace. As you actively listen, focus on the speaker,
avoiding distractions like cell phones, laptops or other projects, and by
preparing questions, comments or ideas to thoughtfully respond.

Improve your active listening abilities by paying attention to other people’s

facial expressions, body language and tone. Instead of preparing what you will
say, focus on what the other person is saying and how they are saying it. If
you need to clarify something, ask followup questions or rephrase what
they’ve said to confirm that you understood them correctly.

2. Communication method
Using the right way to communicate is an important skill. There are benefits and
disadvantages to talking through emails, letters, phone calls, in-person meetings or
instant messages. Communicating is better when you consider your audience, what
information you want to share and the best way to share it.

For example, if you are communicating with a potential employer, it may be

better to send a formal email or call them on the phone. In the workplace, you
may find it’s easier to communicate complex information in person or via a
video conference than by email. Building remote workplace friendships is
easier when you can speak through instant messages.

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3. Friendliness

Friendly traits like honesty and kindness can help foster trust and understanding
when communicating at work. Try to communicate with a positive attitude, keep an
open mind and ask questions to help you understand where they’re coming from.
Small gestures such as asking someone how they’re doing, smiling as they speak or
offering praise for work well done can help you foster productive relationships with
colleagues and managers.

You can practice friendliness by remembering small, thoughtful details about your
coworkers or past conversations. For example, if a coworker tells you their child’s
birthday is soon and you connect with them again later, you might ask them how the
birthday party went.

4. Confidence

In the workplace, people are more likely to respond to ideas that are presented with
confidence. There are many ways to appear confident, including by making eye
contact when you’re addressing someone, sitting up straight with your shoulders
open and preparing ahead of time so your thoughts are polished and you’re able to
answer any questions. Confident communication is useful not just on the job but
also during the job interview process.

5. Sharing feedback
Strong communicators can accept critical feedback and provide constructive input to
others. Feedback should answer questions, provide solutions or help strengthen the
project or topic at hand. Providing and accepting feedback is an essential workplace
skill, as it can help both you and the people around you make meaningful
improvements to their work and their professional development.

A great way to learn how to give feedback is to take notes from others on the
feedback they offer you. When you come across a well-explained piece of feedback,
take some time to observe and analyze why it was good, why it resonated with you
and how you might apply those skills in the future.

6. Volume and clarity

When you’re speaking, it’s important to be clear and audible. Adjusting your
speaking voice so you can be heard in a variety of settings is a skill, and it’s critical
to communicating effectively. Speaking too loudly may be disrespectful or awkward

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in certain settings. If you’re unsure, read the room to see how others are
communicating.

Another aspect of verbal communication is vocalics and tonality. This involves how
your tone moves up and down, your pitch, your accent pattern and the spaces you
place between phrases. Such details can be effective in communicating emotions
and offer your audience insights into how your message should be interpreted
(whether you realize it or not).

7. Empathy

Having empathy means that you can not only understand, but also share in the
emotions of others. This communication skill is important in both team and one-on-
one settings. In both cases, you will need to understand other people’s emotions
and select an appropriate response.

For example, if someone is expressing anger or frustration, empathy can help you
acknowledge and diffuse their emotion. At the same time, being able to understand
when someone is feeling positive and enthusiastic can help you get support for your
ideas and projects.

8. Respect

A key aspect of respect is knowing when to initiate communication and

respond. In a team or group setting, allowing others to speak without
interruption is seen as a necessary communication skill tied to respectfulness.
Respectfully communicating also means using your time with someone else
wisely—staying on topic, asking clear questions and responding fully to any
questions you’ve been asked.

9. Nonverbal cues
A great deal of communication happens through nonverbal cues such as body language,
facial expressions and eye contact. When you’re listening to someone, you should be
paying attention to what they’re saying as well as their nonverbal language. By the same
measure, you should be conscious of your own body language when you’re communicating
to ensure you’re sending appropriate cues to others.

10. Responsiveness

Whether you’re returning a phone call or sending a reply to an email, fast

communicators are viewed as more effective than those who are slow to

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respond. One method is to consider how long your response will take.Is this a
request or question you can answer in the next five minutes? If so, it may be a
good idea to address it as soon as you see it. If it’s a more complex request or
question, you can still acknowledge that you’ve received the message and let
the other person know you will respond in full later.

What are communication skills?

Communication skills are abilities you use when giving and receiving different
kinds of information. While these skills may be a regular part of your day-to-
day work life, communicating in a clear, effective and efficient way is an
extremely special and useful skill. Learning from great communicators around
you and actively practicing ways to improve your communications over time
will certainly support your efforts to achieve various personal and professional
goals.Communication skills involve listening, speaking, observing and
empathizing. It is also helpful to understand the differences in how to
communicate through face-to-face interactions, phone conversations and
digital communications, like email and social media.

Types of communication:-There are four main types of communication you might

use on a daily basis, including:

Verbal: Communicating by way of a spoken language.

Nonverbal: Communicating by way of body language, facial expressions and

vocalics.

Written: Communicating by way of written language, symbols and numbers.

Visual: Communication by way of photography, art, drawings, sketches, charts

and graphs.
Types of communication

There are several different ways we share information with one another. For
example, you might use verbal communication when sharing a presentation
with a group. You might use written communication when applying for a job or
sending an email. Here’s a more in-depth look at the four main categories of
communication:

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1. Verbal

Verbal communication is the use of language to transfer information through speaking

or sign language. It is one of the most common types, often used during presentations,
video conferences and phone calls, meetings and one-on-one conversations. Verbal
communication is important because it is efficient. It can be helpful to support verbal
communication with both nonverbal and written communication.

Here are a few steps you can take to develop your verbal communication skills:

Use a strong, confident speaking voice.  Especially

when presenting information to a few or
a group of people, be sure to use a strong voice so that everyone can easily hear you.
Be confident when speaking so that your ideas are clear and easy for others to
understand.

Use active listening. The other side of using verbal communication is intently

listening to and hearing others . Active listening skills are key when conducting a meeting,
presentation or even when participating in a one-on-one conversation. Doing so will
help you grow as a communicator.

Avoid filler words. It

can be tempting, especially during a presentation, to use filler
words such as “um,” “like,” “so” or “yeah.” While it might feel natural after
completing a sentence or pausing to collect your thoughts, it can also be distracting
for your audience. Try presenting to a trusted friend or colleague who can call
attention to the times you use filler words. Try to replace them by taking a breath
when you are tempted to use them.

2. Nonverbal

Nonverbal communication is
the use of body language, gestures and facial expressions to
convey information to others. It can be used both intentionally and unintentionally.
For example, you might smile unintentionally when you hear a pleasing or enjoyable
idea or piece of information. Nonverbal communication is helpful when trying to
understand others’ thoughts and feelings.

If they are displaying “closed” body language, such as crossed arms or hunched
shoulders, they might be feeling anxious, angry or nervous. If they are displaying
“open” body language with both feet on the floor and arms by their side or on the
table, they are likely feeling positive and open to information.

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Here are a few steps you can take to develop your nonverbal communication skills:

Notice how your emotions feel physically. Throughout

the day, as you experience a range of
emotions (anything from energized, bored, happy or frustrated), try to identify where
you feel that emotion within your body. For example, if you’re feeling anxious, you
might notice that your stomach feels tight. Developing self-awareness around how
your emotions affect your body can give you greater mastery over your external
presentation.

Be intentional about your nonverbal communications.  Make

an effort to display positive body
language when you feel alert, open and positive about your surroundings. You can
also use body language to support your verbal communication if you feel confused or
anxious about information, like using a furrowed brow. Use body language alongside
verbal communication such as asking follow up questions or pulling the presenter
aside to give feedback.

facial expressions or body

Mimic nonverbal communications you find effective. If you find certain
language beneficial to a certain setting, use it as a guide when improving your own
nonverbal communications. For example, if you see that when someone nods their
head it communicates approval and positive feedback efficiently, use it in your next
meeting when you have the same feelings.

3. Written

Written communication is the act of writing, typing or printing symbols like letters
and numbers to convey information. It is helpful because it provides a record of
information for reference. Writing is commonly used to share information through
books, pamphlets, blogs, letters, memos and more. Emails and chats are a common
form of written communication in the workplace. Here are a few steps you can take to
develop your written communication skills:

Strive for simplicity. Written

communications should be as simple and clear as possible.
While it might be helpful to include lots of detail in instructional communications, for
example, you should look for areas where you can write as clearly as possible for your
audience to understand.

Don’t rely on tone. Becauseyou do not have the nuance of verbal and nonverbal
communications, be careful when you are trying to communicate a certain tone when
writing. For example, attempting to communicate a joke, sarcasm or excitement might

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be translated differently depending on the audience. Instead, try to keep your writing
as simple and plain as possible and follow up with verbal communications where you
can add more personality.

Take time to review your written communications.  Setting

time aside to re-read your emails,
letters or memos can help you identify mistakes or opportunities to say something
differently. For important communications or those that will be sent to a large number
of people, it might be helpful to have a trusted colleague review it as well.

Keep a file of writing you find effective or enjoyable.  If

you receive a certain pamphlet, email
or memo that you find particularly helpful or interesting, save it for reference when
writing your own communications. Incorporating methods or styles you like can help
you to improve over time.

4. Visual
Visual communication is the act of using photographs, art, drawings, sketches, charts
and graphs to convey information. Visuals are often used as an aid during
presentations to provide helpful context alongside written and/or verbal
communication. Because people have different learning styles, visual communication
might be more helpful for some to consume ideas and information. Here are a few
steps you can take to develop your visual communication skills:

Ask others before including visuals. If

you are considering sharing a visual aid in your
presentation or email, consider asking others for feedback. Adding visuals can
sometimes make concepts confusing or muddled. Getting a third-party perspective can
help you decide whether the visual adds value to your communications.

Consider your audience. Be

sure to include visuals that are easily understood by your
audience. For example, if you are displaying a chart with unfamiliar data, be sure to
take time and explain what is happening in the visual and how it relates to what you
are saying. You should never use sensitive, offensive, violent or graphic visuals in any
form.

To make improvements to your communication skills, set personal goals to work

through the things you want to accomplish step by step. It might be helpful to consult
with trusted colleagues, managers or mentors to identify which areas would be best to
focus on first.
Communication skills on your cover letter

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Your cover letter is a great opportunity to elaborate on your communication skills.
While you can talk more directly about how effectively you communicate here, at a
high level, your cover letter is one of the employer’s first impressions of your skills.
You will want to make your cover letter brief, well written, free from typos and
spelling errors and tailored to the position you’re applying for.
Communication skills in your job interview

The first, most important way you can communicate in your interview is through how
you present yourself. Show up for the interview 10–15 minutes early and dressed
appropriately for the job you’re applying for. Pay attention to the nonverbal cues
you’re displaying through body language.

Avoid actions such as slouching or looking at your phone during the interview.
Looking your interviewer in the eye, employing active listening skills and displaying
confidence are all positive ways to communicate in your interview. Almost everything
you do—both on the job and in life—can be seen as a form of communication. By
identifying your strengths and weaknesses and regularly practicing good habits, you
can improve the way you connect and communicate with others.

How to improve your communication skills

With experience and practice, you can learn and improve your communication skills.
Start by identifying your strengths and then practice and develop those areas.
Observe good communicators around you

Identify professionals, family and friends who consistently communicate ideas and
information clearly with respect, empathy and confidence. Observe and take notes on
the specific ways they communicate with others. Do they use a certain tone of voice in
some cases? When? How do they explain complex information, ideas or instructions? What kinds of
emotion do they use when communicating, if any? How do their communications affect others?

Ask a close friend or colleague for constructive criticism

It can be hard to know how you are perceived as a communicator. To get an objective
opinion, ask a trusted friend for their honest feedback. Understanding your areas of
improvement for communication can help you identify what to focus on.
Practice improving communication habits

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Many communication skills are habits you have developed over time. You can
improve those skills by practicing new habits that make you a better communicator.
That might include being more responsive to communications when they are sent,
reminding yourself to give eye contact, practicing giving positive feedback and asking
questions in conversations.
Attend communication skills workshops or classes

There are several online and offline seminars, workshops and classes that can help
you be a better communicator. These classes may include instruction, role play,
written assignments and open discussions.
Seek opportunities to communicate

Seek out opportunities both on and off the job that require you to use communication
skills. This will help you keep good skills fresh while also allowing you the
opportunity to practice new skills.
Communicating effectively in the workplace

While there are several communication skills you will use in different scenarios, there
are a few ways you can be an effective communicator at work:

Be clear and concise

Making your message as easy to consume as possible reduces the chance of

misunderstandings, speeds up projects and helps others quickly understand your goals.
Instead of speaking in long, detailed sentences, practice reducing your message down
to its core meaning. While providing context is helpful, it is best to give the most
necessary information when trying to communicate your idea, instruction or message.
Practice empathy

Understanding your colleague’s feelings, ideas and goals can help you when
communicating with them. For example, you might need help from other departments
to get a project started. If they are not willing to help or have concerns, practicing
empathy can help you position your message in a way that addresses their
apprehension.
Assert yourself

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At times, it is necessary to be assertive to reach your goals whether you are asking for
a raise, seeking project opportunities or resisting an idea you don’t think will be
beneficial. While presenting with confidence is an important part of the workplace,
you should always be respectful in conversation. Keeping an even tone and providing
sound reasons for your assertions will help others be receptive to your thoughts.
Be calm and consistent

When there is a disagreement or conflict, it can be easy to bring emotion into your
communications. It is important to remain calm when communicating with others in
the workplace. Be aware of your body language by not crossing your arms or rolling
your eyes. Maintaining consistent body language and keeping an even tone of voice
can help you reach a conclusion peacefully and productively.
Use and read body language

Body language is a key part of communication in the workplace. Pay close attention
to the messages people are sending with their facial expressions and movements. You
should also pay close attention to the way you might be communicating (intentionally
or not) with your own body language.

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