Part – III Communic
ation Skills
Here you will be able to
Know what is communication and its impor
tance
Know what are the methods of communica
tion
Know the channels and barriers to commu
nication
Know what successful communicators do
Nonverbal communication
Golden rules of Good writing
Communication cycle
What is Communication & importance?
The process of transferring information or understanding from one pe
rson to another (Keith Davies).
Sender – Medium – Receiver – Feedback
It is not just words – denotative and connotative
Both implicit and explicit
Feedback
Cross-check the intended message
It has to be timely, appropriate to the situation and adequately elabo
rate
Methods of Communication
Oral = Telephone, face-to-face, Meeting, Presentation, Video/Tele-conf
erence, etc.
Written = Memo, Report, Graph/Chart, Email, Fax, Notice, Intra/Inter-n
et, Staff Newsletter, Form/Questionnaire, etc.
Professional = Internal and External
`
Our past and present
What can we learn here?
What successful communicators do?
Read
Listen intelligently
Think and plan (in anticipation)
Use appropriate language (language palatable to the rece
iver)
Be open minded
Select appropriate media
Time your communication properly
Obtain feedback
Aim high
Non Verbal communication
Body language – eye contact, posture, facial expression, g
esture, etc.
Para language (intonation, accent, pronunciation)
Space
Time
Colour
Layout / Design
Proxemics
Haptics (touch)
(Note: All the above can help in better advocacy)
Body Language (possible meaning
s)
Arms crossed
Eyebrows raised
Fist clenched
Hands on hips
Hands behind head
Head tilted back
Head tilted to one side
Looking down
Palm down
Palm Up
Shoulder shrug
Steeple
Stroking chin
Difference between Spoken an
d Written English
Spoken is easier than written
Spoken (informal) and Written (formal)
Spoken gives more para-language clues like body language,
Stress / Accent / Intonation / Pronunciation, humour, implyin
g, Euphemism, Rhetoric, diplomatic language, etc.
Spoken can also help assess
humour,
implying,
euphemism,
Rhetorical / open minded / narrow / close
d questions,
simple or conditional,
choice of terminology,
diplomatic language,
metaphors and similes
Question type
Rhetorical questions
E.g. Who would deny that justice delayed i
s justice denied?
Open questions
E.g. What’s your position on . . . ?
Narrow and closed questions
E.g. Did you accept that offer?
Conditional form
E.g. We might agree to . . . if you are prep
ared to . . .
Diplomatic language
Use conditional words would, could, migh
t, etc.
Question = How about 2 lakh rupees?
Introductory phrase – Here’s one possibil
ity. Suppose we . . .
Flexible position – We have a slight probl
em with clause 9 of your proposal, so we ca
n’t accept it.
Using ‘not’ with positive words – instead
of inconvenient write not very convenient
Comparative options – It would be better
if you could agree to . . . instead of . . .
