COMMUNICATION

The word ‘communication’ comes from the Latin word communicate, meaning ‘to share’. Being able
to communicate effectively is one of the most important life skills. Communication skills are needed
to communicate effectively with people and customers.
Clear and concise communication is of immense importance in work and business environment as
there are several parties involved. Various stakeholders, like, customers, employees, vendors,
media, etc., are always sending important information to each other.

Communication has three important parts:

1. Transmitting—The sender transmits the message through one medium or another.
2. Listening— The receiver listens or understands the message.
3. Feedback—The receiver conveys their understanding of the message to the sender in the form
of feedback to complete the communication cycle.

The various elements of a communication cycle are:

Sender: the person beginning the communication.
Encoding: Once the sender has a message, they encode it into a form that can be understood by
the receiver. This can be verbal (speaking or writing) or non-verbal (body language, facial
expressions, gestures).
Message: the information that the sender wants to convey.
Communication Channel: the means by which the information is sent.
Receiver: the person to whom the message is sent.
Decoding: Once the receiver gets the message, they decode or interpret it, trying to understand
the sender's intention. The way the message is decoded depends on the receiver’s experiences,
knowledge, and context.
Feedback: the receiver’s acknowledgement and response to the message.

Scenario: A Teacher Explaining a Concept in Class

1. Sender (Source): The teacher (sender) has a concept (e.g., the water cycle) that they want
to explain to the students.
2. Encoding: The teacher encodes the message by preparing the explanation. This could
involve speaking, using diagrams, and possibly writing on the board to help convey the
message effectively.
3. Message: The teacher says, "The water cycle is a continuous process where water
evaporates from the Earth’s surface, forms clouds, and eventually falls back to the Earth as
precipitation."
4. Medium/Channel: The teacher transmits the message through speech and writing (the
verbal and non-verbal channels). The teacher may also use visual aids, such as a diagram
of the water cycle on the board.
5. Receiver: The students are the receivers of the message. They are listening to the teacher,
watching the diagram, and reading the written information on the board.
6. Decoding: The students decode or interpret the message. They think about the water cycle
and try to understand how the different processes (evaporation, condensation, and
precipitation) work together.
7. Feedback: One of the students raises their hand and asks, "So, does the water evaporate
from the oceans or just from lakes?" This is feedback, showing that the student is actively
engaging and seeking clarification.

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 METHODS OF COMMUNICATION
We are constantly use some form of communication or another to send a message across. Without
the different methods of communication available today, it would be challenging to carry out business
as proficiently as it is done today and with the same swiftness. Some common methods of
communication are.

Face-to-face informal communication There is nothing better than face-to-face communication. It

helps the message to be understood clearly and quickly. Also, since body language can be seen in
this case; it adds to the effectiveness of the communication.
e-mail e-mail can be used to communicate quickly with one or many individuals in various locations.
It offers flexibility , convenience and low-cost.
Notices/Posters It is effective when the same message has to go out to a large group of
people. Generally used for where email communication may not be effective.
For example, ‘Change in the lunch time for factory worker,’ or ‘XYZ Clothing will remain closed for
customers on Sunday.’
Business Meetings Communication during business meetings at an organisation are generally
addressed to a group of people. It can be related to business, management and organisational
decisions.
Other Methods There can be various other methods like social networks, message, phone call for
communication, newsletter, blog, etc.

VERBAL COMMUNICATION
Verbal communication includes sounds, words, language, and speech. Speaking is one of the most
effective and commonly used way of communicating. It helps in expressing our emotions in words.
By improving your verbal communication skills you will build rapport, and have a better connect.
Type of Verbal communication
Interpersonal Communication
This form of communication takes place between two individuals and is thus a one-on-one
conversation. It can be formal or informal.
Examples
1. A manager discussing the performance with an employee.
2. Two friends discussing homework.
3. Two people talking to each other over phone or video call.
4. A teacher clearing a doubt of a student on a specific topic during recess time.

Written Communication
This form of communication involves writing words. It can be letters, circulars, reports, manuals,
SMS, social media chats, etc. It can be between two or more people.
Examples
1. A manager writing an appreciation e-mail to an employee.
2. Writing a letter to grandmother enquiring about health.
3. A student writing a leave application to the principal.

Small Group Communication

This type of communication takes place when there are more than two people involved. Each
participant can interact and converse with the rest.
Examples
1. Press conferences
2. Board meetings
3. An interview of a candidate with a panel of people.
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Public Communication
This type of communication an individual addresses a big crowd.
Examples
1. Press conferences
2. Principal’s speech on Annual day in a school.
3. Interschool debate competition.

Advantages of Verbal Communication

1. Clarity and Precision
• Verbal communication allows the sender to express ideas in a clear and precise manner. With
the ability to choose words carefully, the speaker can ensure the message is understood
correctly.
• Misunderstandings can be quickly resolved through further explanation or clarification.
2. Quick Feedback
• In face-to-face or real-time verbal communication (like phone calls or meetings), feedback is
immediate. The receiver can ask questions, seek clarification, or express their reactions
instantly.
• This helps to ensure that the message is understood as intended.
3. Personal Interaction
• Verbal communication, especially face-to-face, allows for personal interaction and the
building of rapport. It’s easier to establish a connection with others when you can hear their
tone, see their facial expressions, and observe body language.
• This makes verbal communication more effective for building relationships.
4. Effective for Complex Messages
• For messages that require explanation, elaboration, or the sharing of complex information,
verbal communication is highly effective. The speaker can break down ideas, provide
examples, and adjust their message as needed depending on the receiver’s response.
5. Flexibility
• Verbal communication allows for a degree of flexibility. If the receiver is confused or if
additional details are needed, the sender can easily modify or expand the message in real-
time.
• The tone, pace, and style of communication can be adjusted to suit the audience or situation.
6. Building Trust and Relationships
• Verbal communication fosters trust, especially when individuals engage in face-to-face
conversation. The use of tone, emphasis, and personal connection helps convey sincerity
and openness.
• Conversations help to develop a deeper understanding and trust between parties.
7. Efficiency
• Verbal communication can be a faster way to convey information compared to written
communication, especially in urgent or informal contexts. It avoids the need for drafting,
revising, or waiting for written responses.
• Direct, clear communication is often more efficient than sending lengthy emails or messages.

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 Disadvantages of Verbal Communication
1. Misunderstandings and Ambiguity
• Despite the speaker’s best efforts, verbal communication can sometimes lead to
misunderstandings due to unclear wording, tone, or lack of context.

2. Lack of Record or Documentation

• Verbal communication, particularly in face-to-face or phone conversations, does not leave a
permanent record unless it is specifically documented (e.g., through notes or recordings).
• This can be a disadvantage in situations where there is a need for a formal record of the
communication, such as in business or legal contexts.

3. Limited Time for Reflection

• In some situations, the receiver may need more time to think about the message, but the
immediacy of verbal communication doesn't allow for this.

4. Potential for Emotional Influence

• Verbal communication can be influenced by emotions, both from the sender and the
receiver. This can lead to communication being biased, less rational, or more focused on
emotional reactions rather than the message itself.

5. Language Barriers
• If the sender and receiver do not share the same language or dialect, or if the speaker uses
complex terminology, it can create a communication barrier.

6. Limited to Immediate Feedback

• While verbal communication allows for quick feedback, the receiver might not always be
able to respond immediately in a way that fully captures their understanding or opinion.

Mastering Verbal Communication

Most people tend to get nervous while speaking in front of a large group, or even while speaking to
their teachers, managers, or supervisors Focusing on the following points can help you to enhance
and master your verbal communication skills.
Point Description
Think Before You Speak 1. Think about your topic.
2. Think about the most effective ways to make your
listeners
Concise and Clear 1. Speak clearly, loudly, and at moderate speed.
2. Be sure the information you want to share is to the
point.
3. Do not repeat the same sentences.
Confidence and Body Language 1. Be confident.
2. Maintain eye contact, stand straight and be attentive.
3. Be friendly

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 NON-VERBAL COMMUNICATION
Non-verbal communication is the expression or exchange of information or messages without using
any spoken or written word. In other words, we send signals and messages to others, through
expressions, gestures, postures, touch, space, eye contact and para language.

Importance of Non-verbal Communication

In our day-to-day communication:
• 55% of communication is done using body movements, face, arms, etc.
• 38% of communication is done using voice, tone pauses, etc.
• Only 7% of communication is done using words.

TYPES OF NON-VERBAL COMMUNICATION

• 1. Facial Expressions
Meaning Our expressions can show different feelings, such as Happiness,
Sadness, Anger, Surprise, Fear, etc
Effective Usage • Smile when you meet someone.
• Keep your face relaxed.
• Match your expressions with your words.
• Nod while listening.

• 2. Posture
Meaning Postures show our confidence and feelings. For example, a straight
body posture shows confidence while a slumped posture is a sign of
weakness
Effective Usage • Keep your shoulders straight and body relaxed.
• Sit straight while resting your hands and feet in relaxed position.
• While standing, keep your hands by your sides.

• 3. Gesture or Body Language

Meaning Gestures include body movements that express an idea or meaning.
For example, raising a hand in class to ask a question and biting
nails when nervous.
Effective Usage • Keep your hands open.
• Avoid pointing your finger at people.
• Tilt your head a bit to show that you are attentive.

• 4. Touch
Meaning We communicate a great deal through touch. For example, a firm
handshake to display confidence and pat on the back to encourage
someone.
Effective Usage • Shake hands firmly while meeting someone.
• Avoid another touch gestures during formal communication.

• 5. Space
Meaning Space is the physical distance between two people. The space between
two persons while communicating, generally depends
on the intimacy or closeness between them.

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 Effective Usage • Maintain proper space depending on the relationship, which could
be formal or informal or the closeness with the person with whom you are
talking.
• 6. Eye Contact
Meaning The way we look at someone can communicate a lot. Eye contact
shows that we are paying attention to the person as opposed to looking
away, which can make the other person feel ignored.
Effective Usage • Look directly at the person who is speaking.
• Avoid staring; keep a relaxed look.
• Maintain eye contact with intermittent breaks.

• 7. Paralanguage
Meaning How we speak affects our communication and includes the tone, speed and
volume of our voice. For example, talking fast may show happiness, excitement or
nervousness while speaking slow may show seriousness or sadness.
Effective • Use a suitable tone and volume
Usage • Maintain a moderate speed while talking

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 ADVANTAGES OF NON VERBAL COMMUNICATION

1. Enhances Clarity and Emphasis

• Non-verbal cues can help clarify and emphasize verbal messages. For example, using hand
gestures or facial expressions can reinforce what is being said, making the message more
clear.
• The tone of voice, for instance, can add emphasis to a statement, conveying feelings such
as sarcasm, excitement, or seriousness that words alone may not express.

2. Conveys Emotions and Feelings

• Non-verbal communication is a powerful way to express emotions. Facial expressions (like
smiling, frowning, or raising eyebrows) can convey feelings such as happiness, anger,
surprise, or confusion without saying a word.
• Body language also plays a role in showing empathy, concern, or support, allowing
individuals to communicate their feelings in ways that words might fail to do.

3. Universal Understanding
• Certain non-verbal cues, like smiling or shaking a head, are understood across different
cultures and languages. Some facial expressions and gestures are universal, making non-
verbal communication effective even in cross-cultural interactions.

4. Improves Relationships
• Non-verbal communication helps build rapport and trust between people. Positive body
language, like maintaining eye contact or leaning in slightly, shows attentiveness and
interest, which can strengthen relationships.

5. Supports Communication in Noisy or Distracting Environments

• In noisy or chaotic environments, non-verbal communication can often be more effective
than verbal communication. For instance, a gesture or a look can convey a message when
it’s difficult to hear spoken words.

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 DISADVANTAGES OF NON VERBAL COMMUNICATION

1. Misinterpretation of Cues
• Non-verbal cues can be easily misinterpreted because their meaning may vary based on
cultural, personal, or contextual factors. For example, a gesture that is considered positive
in one culture (like a thumbs-up) might be offensive in another.

2. Lack of Precision
• Unlike verbal communication, non-verbal communication is often less precise. It can be
vague or ambiguous, and it may not fully convey the specific details of a message.
• For example, a smile might indicate happiness, but it could also be used sarcastically or to
mask other emotions, making it difficult to understand the true intent.

3. Limited Control Over Interpretation

• When using non-verbal communication, you have limited control over how your gestures or
expressions will be interpreted by others. A person may misread your intentions or
emotions, especially if they don't have the context to fully understand the non-verbal cues.

4. Cultural Differences
• Non-verbal communication is often culturally specific. Gestures, posture, eye contact, and
other non-verbal cues can have different meanings in different cultures. For instance, while
direct eye contact is seen as a sign of confidence and trustworthiness in many Western
cultures, it may be considered rude or confrontational in some Asian cultures.

5. Lack of Formal Documentation

• Just as with verbal communication, non-verbal communication cannot always be
documented or referred back to in a structured way. This is a significant disadvantage in
professional or legal settings, where records or concrete evidence of the communication are
needed.
• Without written documentation, it's harder to track or review the details of non-verbal
communication over time.

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 Visual Communication
Visual communication proves to be effective since it involves interchanging messages only through
images or pictures and therefore, you do not need to know any particular language for understanding
it. It is simple and remains consistent across different places. Some common types of visual
communication are

Traffic symbol which Traffic Lights Sign for ladies and gents
communicates us not to Red for Stop; Yellow for toilet
blow horn Wait and Green for Go

Sign showing railway No Parking No Left Turn

crossing

NO Smoking Under Construction No Entry

No Mobile Phones Wifi Under CCTV surveillence

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 Advantages of Visual Communication

Enhanced Understanding: Visuals help convey complex information quickly and clearly.
Charts, graphs, diagrams, and infographics can simplify difficult concepts, making them easier to
understand at a glance.

Improved Retention: People tend to remember visual information better than text alone.
Studies show that visuals, such as images and videos, significantly increase retention rates and
help people recall information more easily.

Faster Processing: The brain processes visual information much faster than text. With visuals,
people can grasp the meaning of a message in a matter of seconds, which is particularly important
in today's fast-paced world.

Emotional Appeal: Visuals have the power to evoke emotions more effectively than words.
Images, colors, and design elements can convey feelings such as excitement, sadness, or
empathy, which strengthens the connection with the audience.

Cross-Cultural Communication: Visuals can transcend language barriers. Images, icons, and
symbols are often understood universally, making visual communication especially useful in global
contexts where audiences speak different languages.

Increased Engagement: Visuals are more engaging and attention-grabbing than text. Whether
through advertisements, social media, or presentations, people are more likely to interact with
visual content, which can increase participation or response.

Versatility Across Media: Visual content can be shared and consumed across various
platforms, whether on websites, social media, in print materials, or as part of multimedia
presentations.

Strengthens Branding: Consistent use of visual elements such as logos, colors, and design
styles helps create a strong brand identity. A visual brand is often more memorable and
recognizable than a purely textual one.

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 Disadvantages of Visual Communication

Misinterpretation: Visual elements can be interpreted in different ways by different people,

especially across cultures or personal experiences. Without proper context, images, symbols, or
colors can lead to misunderstandings or confusion.

Over-Simplification: Visuals can sometimes oversimplify complex ideas. When visuals are
used without adequate context or explanation, they may leave out important nuances or details,
potentially leading to incomplete understanding.

Accessibility Issues: While visuals can improve accessibility for some groups (e.g.,
those with reading difficulties), they can also exclude others, such as people with visual
impairments or those who rely on screen readers. Without accompanying text or alternative
descriptions, visual content may not be fully accessible.

Dependence on Design Quality: The effectiveness of visual communication heavily depends

on the quality of the design. Poorly designed visuals—such as cluttered layouts, low-quality
images, or inappropriate colors—can make the message unclear or detract from the
communication's intended impact.

Cost and Resources: Creating high-quality visuals, such as professional graphics, videos, or
animations, can be time-consuming and expensive. It may require specialized tools or expertise,
which may not always be available or affordable.

Overload and Distraction: In some cases, excessive use of visuals or overly complex visuals
can overwhelm or distract the audience, causing the main message to be lost. Too many elements
can also make the content appear chaotic or difficult to follow.

Technological Barriers: Visual communication often relies on specific technologies (e.g.,

internet access, software, or devices) that may not be available to all audiences. This can limit the
reach and effectiveness of visual communication in certain contexts.

Possible Bias: Visuals, especially when selectively chosen, can present a biased or skewed
perspective. The way an image is framed, edited, or presented can influence how the audience
perceives the message, sometimes leading to manipulation or misrepresentation of facts.
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 FEEDBACK
Feedback is an important part of the communication cycle. For effective communication, it is
important that the sender receives an acknowledgement from the receiver about getting the message
across.
While a sender sends information, the receiver provides feedback on the received message.
Translated to the work environment, when you observe someone perform their work and then,
communicate with them to help improve their performances, you are giving feedback. Feedback can
be positive or negative. A good feedback is always
• specific
• helpful
• kind

Importance of Feedback
Feedback is the final component and one of the most important factors in the process of
communication since it is defined as the response given by the receiver to the sender.

Why feedback is important?

• It validates effective listening: The person providing the feedback knows they have been
understood (or received) and that their feedback provides some value.

• It motivates: Feedback can motivate people to build better work relationships and continue the
good work that is being appreciated.

• It is always there: Every time you speak to a person, we communicate feedback so it is

impossible not to provide one.

• It boosts learning: Feedback is important to remain focussed on goals, plan better and develop
improved products and services.

• It improves performance: Feedback can help to form better decisions to improve and
increase performance.

CHARACTERISTICS OF FEEDBACK:
• Specific: Avoid general comments. Try to include examples to clarify your statement. Offering
alternatives rather than just giving advice allows the receiver to decide what to do
with your feedback.
• Timely: Being prompt is the key, since feedback loses its impact if delayed for too long.
• Polite: While it is important to share feedback, the recipient should not feel offended by the
language of the feedback.
• Authentic: A right form of response is important for giving genuine or authentic feedback to the
sender.
• Offering continuing support: Feedback sharing should be a continuous process. After offering
feedback, let recipients know you are available for support.

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 TYPES OF FEEDBACK
1. Positive Feedback
• I noticed you finished the work perfectly. Great job!
• I really appreciate you taking that call. Can you please also share the details?
• Nice work done by you.

2. Negative Feedback
• You keep forgetting to smile at the hotel guests when you talk to them.
• You take really long to reply to e-mails! Are you always so busy?
• You wrote your answers very badly.

3. Formal Feedback
• Congratulations! Keep it up!
• Sorry! No entry without a ticket.

4. Informal Feedback
• Hi! Your son has done really well this time in exams.
• Listen, you people cannot go inside without a ticket.

5. No Feedback
• It is also a feedback in itself which indicates disagreement of ideas.

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 EFFECTIVE COMMUNICATION
Effective Communication is a two-way process of exchanging ideas and information between the
sender and the receiver in such a way that the message sent by the sender is same as that received
by the receiver.
We now know that there are different methods of communication: non-verbal, verbal and visual.
However, all these methods can only be effective if we follow the basic principles of professional
communication skills.
These can be abbreviated as 7 Cs i.e., Clear, Concise, Concrete, Correct, Coherent, Complete
and Courteous.

7 Cs OF EFFECTIVE COMMUNICATION
Clarity: Ensure your message is clear and easily understood. Clarity in writing or speaking of the
message plays a very important role in effective communication.
Concise: Keep your message brief and to the point. Avoid using fancy, unwanted or repetitive
words and eliminate fluff. A concise message respects the recipient's time and increases the
likelihood that they will read or listen to the entire message.
Concrete: The content of the message should use only necessary words with complete facts and
figures to avoid misinterpretation of the message by the receiver.
Correct: Ensure that your message is accurate and grammatically correct. This includes using
proper spelling, punctuation, and grammar. Incorrect information can undermine your
credibility.
Coherent: The words used should be relevant to the message intended to be sent. It should
relate to the main topic of the message.
Complete: Provide all necessary information for the recipient to understand and act on your
message. A complete message answers any questions the audience might have and includes all
relevant details.
Courteous: Be polite and respectful in your communication. Use a friendly tone, and avoid harsh
language. A courteous message fosters goodwill and encourages positive responses.

BARRIERS TO EFFECTIVE COMMUNICATION

Physical Barriers
Physical barrier is the environmental and natural condition that act as a barrier in communication in
sending message from sender to receiver. Not being able to see gestures, posture and general body
language can make communication less effective.
For example,
• Text messages are often less effective than face-to-face communication.
• Sometimes, the noise of the traffic, music playing around, some machines in a factory may
either interrupt the smooth delivery of the message or lose the interest of the receiver.
• If the temperature of the surrounding is either too hot or too cold, then the working
environment will not be comfortable.

Linguistic Barriers
The inability to communicate using a language is known as language barrier to communication.
Language barriers are the most common communication barriers, which cause misunderstandings
and misinterpretations between people.
For example,
• An English person travelling to Japan will not be able to interact with Japanese if he doesn’t
know Japanese.

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 • Sometimes people may have language disabilities such as stuttering or hearing loss while
others working with these people in an organization may be grasp things easily which creates
a lot of difficulty in communication.

Interpersonal Barriers
Stage fear, lack of will to communicate, social anxiety, poor self-esteem will lead to interpersonal
barriers to effective communication.
For example,
• Withdrawal or lack of being in touch for communication.
• Strict rituals of people living in certain geographical area.

Organisational Barriers
Organisations are designed on the basis of formal hierarchical structures that follow performance
standards, rules and regulations, procedures, policies, behavioural norms, etc. Superior-subordinate
relationships in a formal organisational structure can be a barrier to free flow of communication. Also,
sometimes due to the stringent(harsh) rules, the employees find it difficult to communicate with their
peers too.

Cultural Barriers
Cultural barrier is when people of different cultures are unable to understand each other’s customs,
resulting in inconveniences and difficulties. People sometimes make stereotypical assumptions
about others based on their cultural background, this leads to difference in opinions and can be a
major barrier to effective communication.

Although there are certain barriers to effective communication, you can always overcome these
barriers by following some best practices of effective communication that are listed here.

WAYS TO OVERCOME BARRIERS TO EFFECTIVE COMMUNICATION

• Use simple language
• clarify the idea before communication
• Communicate according to the need of the receiver.
• keep in mind to take proper feedback.
• Be an active listener.
• Do not form assumptions on culture, religion or geography
• Try to communicate in person as much as possible
• Use visuals
• Take help of a translator to overcome differences in language
• Be respectful of other’s opinions

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