UNIVERSITY INSTITUTE OF LIBERAL

ARTS AND HUMANITIES

Course Name: Communication Skills
Course Code: 20UCT-141/191
Faculty: Dr Ashita Chadha

COMMUNICATION SKILLS- MEANING, DISCOVER . LEARN . EMPOWER

TYPES, MODELS
 COURSE OBJECTIVES
The Course aims to:

Augment students overall communication and interpersonal

1 skills by making them realize the importance of good oral and
written English Language in professional life.

Enrich their reading capability with special emphasis on

2
expanding vocabulary and grammatical formations.
Build exceptional speaking and writing skills by correcting
3
grammatical errors and pronunciation through practice.

2
 Course
Outcomes
On completion, the students are expected to:
CO
Title Level
Number
CO1 Produce correct contextual written text Apply
and speech in a wide range of
communication situations.
CO2 Write original short compositions, in the Analyse
form of paragraph writing, business
correspondence, blogs etc. through logical
support and argument.
CO3 Demonstrate linguistic competence Apply
through accuracy in grammar,
pronunciation and vocabulary.

Shutterstock.com
“Communication works for those who work at it.”
- John Powell

Wikipedia.org 4
 What is Communication?

Derived from the Latin word

“communicare”, meaning to share.

Communication is an exchange of

thoughts, messages or information by

speech, visuals, signals, writing, or
behaviour.

Thirstt.com 5
 Definition
“Communication is a process involving the
selection, production and transmission of
signs in such a way as to help a receiver
perceive a meaning similar to that in the
mind of the communicator.”
-Fotheringham

DeskAlerts.com 6
 Language Skills
Types of languages in relation
to Business Communication

• Formal Language

• Informal Language

Pinterest.com 7
 Poll Question 1
What are the brain input Language Skills?

1. Reading and Speaking

2. Listening and Writing
3. Reading and Writing
4. Listening and Reading

8
 Example of Poor Language Skills
One garbled Memo
When workloads increase to a level requiring hours in excess of
an employee’s regular duty assignment, and when such work is
estimated to require a full shift of eight (8) hours or more on two
(2) or more consecutive days, even though unscheduled days
intervene, an employee’s tour of duty shall be altered so as to
include the hours when such work must be done, unless an
adverse impact would result from such employee’s absence
from his previously scheduled assignment.

9
 Business Communication

Business communication is the

sharing of information between
people within or outside an
organization that is performed
for the commercial benefit of the
organization.

effectivecommunicationadvice.com 10
Perils of Poor Communication

Pressbooks.com 11
 Importance
• In the professional world,
communication decides a person’s
career curve - better the
communication skills, higher are the
chances of touching the zenith of
success.
• The new global and diverse
workplace requires excellent spoken
and written communication skills.

VitalSmartsIndia.com 12
The Communication Process

Feedback Response

Bizcommunicationcoach.com 13
 The Communication Quiz
Statement 1. 2. 3. 4. 5.
Not at All Rarely Sometimes Often Very Often
If I don't understand something, I
tend to keep this to myself and
figure it out later.
When talking to people, I pay
attention to their body language.
I'm surprised to find that people
haven't understood what I've said.
Before I communicate, I think
about what the person needs to
know, and how best to convey it.
I consider cultural barriers when
planning my communications.
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https://www.mindtools.com/pages/article/newCS_99.htm
 Process of Communication

 The formation of communicative motivation or reason.

 Information is encoded, channeled and sent by a sender to
a receiver via some medium.
 All forms of communication require a sender, a channel,
a message, a receiver and the feedback.
 A hindrance in the communication process is called noise.

8
www.comunis.com 16
 Poll Question 2
Does Channel and Medium in the Communication
Process mean the same?
1. Yes
2. No

17
 Types of Communication
On the basis of On the basis of
On the basis of On the basis of
Relationship Purpose and
Channels Direction
Element Style

Interpersonal Verbal Formal One-Way

Intrapersonal Non - verbal Informal Two-Way

Upward
Organizational
Downward
Mass
Lateral

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 Interpersonal Communication
• Process of exchange of information,
ideas, feelings and meaning between
two or more people through verbal
and/or non-verbal methods.
• Often includes face-to-face exchange of
messages.
• For Example: Client meetings,
employee performance reviews and
project discussions.
https://www.visioneclick.com/

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 Intrapersonal Communication

• Communication with one’s self.

• It includes internal monologue, imagination

and visualization, internal conflict
resolution, individual reflection,
contemplation, meditation, etc.

https://favpng.com/
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 Organizational Communication

• A process by which activities of the

organization are coordinated
to reach the goals of both individuals and
the organization.

• Leads to effective management in the

workplace.

https://blogs.chapman.edu/
21
 Mass Communication

• Means of conveying messages to an

entire populace.

• Tools of modern mass media include

books, the press, cinema, television,
radio, internet etc.

https://www.olympiadgenius.com/ 22
 Verbal Communication
• Oral Communication – A face-to-face
interaction between sender and
receiver. For Example: Giving a
presentation.
• Written Communication – The sender
uses the written mode to transmit
his/her message. For Example: Writing
reports and emails.

https://www.kindpng.com/
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https://twitter.com/imex_group
24
https://twitter.com/imex_group
25
 Preview Quiz (Non-verbal
Communication)
1. A dishonest person avoids eye contact.
2. Crossing the hands, legs or the ankles is a defensive gesture.
3. Resting your head on the hand indicates interest in the subject.
4. Non-verbal communication is less intense and impactful than verbal
communication.
5. Showing your thumbs up indicates a successfully completed job or
interview.
26
 Preview Quiz Answers

1. A dishonest person avoids eye contact. TRUE

2. Crossing the hands, legs or the ankles is a defensive gesture. TRUE

3. Resting your head on the hand indicates interest in the subject. FALSE

4. Non-verbal communication is less intense and impactful than verbal

communication. FALSE

5. Showing your thumbs up indicates a successfully completed job or interview.

TRUE
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 Poll Question 3
How often do you make use of non-verbal cues while
communicating?

1. Never
2. Always
3. Very Often
4. Sometimes

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 Non-verbal Communication
• Message is communicated without
using a word.
• The process requires non-verbal
cues to be transmitted and received.
• Facial expressions, posture, eye
contact, walk, person’s voice, sign
language, body language volume,
pitch, voice modulation etc.

https://hollisterinstitute.com/
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 Non-verbal Communication
• Kinesics (or body movements): • Touch: Physical touch like a hug or
Deliberate hand gestures and head a handshake.
movements.
• Paralanguage: Vocal qualities like
• Proxemics (or loudness or tone of voice.
closeness/personal space):
• Facial expressions: Indicators of
Measure of physical distance.
someone’s attitude.
• Posture: Way you sit or stand.
• Physiology: Changes in body
• Eye contact: Way of gauging physiology like an increase in sweat
interest or disinterest. or blinking rapidly.

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 Formal Communication
• Communication through formal
channels in organizational
structure along the lines of
authority.
• Such communications are in writing
and may take any form; policy;
manual: procedures and rule book;
memoranda; official meetings;
reports, etc.

https://www.masterfile.com/
31
 Informal Communication
• Communication through channels
other than formal channels.
• Does not follow lines of authority.
• Communication is usually oral
and may be covered even by
simple glance, gesture, smile or
silence.
• It includes Grapevine
Communication.
https://freebcomnotes.blogspot.com/ 32
 Formal Informal
Official Channel Unofficial Channel
Planned & Systematic Cuts across formal
. relationships
Goal and task oriented Individual Goal and need
oriented
Impersonal Personal & Social
Stable and rigid Flexible and instable
Slow & Structured Fast & unstructured
Authentic – little chance of Non- Authentic - bigger chance
distortion of distortion
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 Informal Communication -
Grapevine
• Informal communication

• Stretches throughout the

organization in all directions.

• Irrespective of the authority levels.

• Not easy to trace the cause.

https://www.iedunote.com/
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https://www.slideshare.net/ 35
 Poll Question 4
Which grapevine pattern is generally the most dominant one?

1. Single Strand
2. Gossip Chain
3. Probability Chain
4. Cluster Chain

36
 One-way Communication
• Transfer of information in one direction from the sender to the
receiver.
• There is no opportunity for the receiver to give feedback to the
sender. For Example: weather report on television, newspaper,
billboard messages.

https://www.quora.com/
37
 Two-way Communication

• Transmission in which both parties are

involved to transmit information.
• For Example: Chat rooms and Instant
Messaging, Telephone conversations etc.

https://www.flaticon.com/ 38
 Upward Communication
• The process of information
flowing from the lower levels of
a hierarchy to the upper levels.
• Function: to send information,
suggestions, complaints and
grievances of the lower level workers
to the managers above.

https://thebusinesscommunication.com/
39
 Downward Communication
• Downward communication involves a
message travelling to one or more
receivers at the lower level in the
hierarchy.
• Involves directions or performance
feedback.
• The down ward flow of communication
generally corresponds to the formal
communication.
https://thebusinesscommunication.com/
40
 Lateral/Horizontal
Communication
• Takes place between persons at
the same level or working.

• The main use is to maintain

coordination and review activities
assigned to various subordinates.

https://www.marketing91.com/
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David Berlo’s SMCR Model

http://jayaseelansr.blogspot.com 42
 Components of SMCR Model

• Source is the sender of the message or the person who

originates the message.
• Message is the substance that is being sent by the sender to the
receiver.
• Channel is the medium used to send the message.
• Receiver is the person who gets the message sent in the
process.

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 Criticism of SMCR Model

• There is no concept of feedback, so the effect is not considered.

• There is no concept of noise or any kind of barriers in
communication process.
• It is a linear model of communication, there is no two way
communication.
• Both of the people must be similar according to all the factors,
which is practically not possible.

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Shannon-Weaver Model

https://www.communicationtheory.org/ 45
 Components of Shannon-Weaver
Model
• Sender (Information source) – Sender is the person who makes the
message, chooses the channel and sends the message.
• Encoder (Transmitter) – Encoder is the sender who uses machine,
which converts message into signals or binary data.
• Channel – Channel is the medium used to send message.
• Decoder (Receiver) – Receiver is the one who decodes the message.
• Noise – Noise is the physical disturbances like environment, people,
etc. which does not let the message get to the receiver as what is
sent.

46
 Criticism of Shannon-Weaver
Model
• It can be applied more for interpersonal communication than
group communication and mass communication.
• Receiver plays the passive part in the communication process as
sender plays the primary role that sends messages.
• Feedback is taken as less important in comparison to the
messages sent by the sender.
• The model is taken by some critics as a “misleading
misrepresentation of the nature of human communication” as
human communication is not mathematical in nature.

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 Case Study- The co-op student
who mixed up genres
Chris was simultaneously enrolled in a university writing course and working as a co-op student at the
Widget Manufacturing plant. As part of his co-op work experience, Chris shadowed his supervisor/mentor
on a safety inspection of the plant, and was asked to write up the results of the inspection in
a compliance memo. In the same week, Chris’s writing instructor assigned the class to write a narrative
essay based on some personal experience. Chris, trying to be efficient, thought that the plant visit
experience could provide the basis for his essay assignment as well.
He wrote the essay first, because he was used to writing essays and was pretty good at it. He had never
even seen a compliance memo, much less written one, so was not as confident about that task. He
began the essay like this: On June 1, 2018, I conducted a safety audit of the Widget Manufacturing plant
in New City. The purpose of the audit was to ensure that all processes and activities in the plant adhere to
safety and handling rules and policies outlined in the Workplace Safety Handbook and relevant
government regulations. I was escorted on a 3-hour tour of the facility by…
Chris finished the essay and submitted it to his writing instructor. He then revised the essay slightly,
keeping the introduction the same, and submitted it to his co-op supervisor. He “aced” the essay, getting
an A grade, but his supervisor told him that the report was unacceptable and would have to be rewritten –
especially the beginning, which should have clearly indicated whether or not the plant was in compliance
with safety regulations. Chris was aghast! He had never heard of putting the “conclusion” at
the beginning. He missed the company softball game that Saturday so he could rewrite the report to the
satisfaction of his supervisor.
http://www.exec-comm.com/about-us/case-studies/ 48
Examine the case and determine
the following:
• Define the rhetorical situation: Who is communicating to
whom about what, how, and why? What was the goal of the
communication?
• Identify the communication error?
• Explain the losses that were incurred by this problem.
• Identify possible solutions or strategies that would have
prevented the problem.

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 Applications
Applicable to both personal and professional life:
• In personal life, good communication skills can improve your
personal relationships by helping you to understand others, and
to be understood.
• Professionally, if you are applying for jobs or looking for a
promotion, you will almost certainly need to demonstrate good
communication skills.
• Communication skills can also ensure that you are able to
manage interactions with businesses and organisations.
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 Assessment Pattern
Students are assessed on the basis of the following
parameters:
• Hourly Test-2
• Assignments
• Surprise Test
• Worksheets
• Quiz
• Student Engagement
• End Semester Exam

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 References
•Raman, M. and Sharma, S. (2017). Technical Communication -
Principles and Practice, Oxford University Press: New Delhi
•https://nptel.ac.in/courses/109/104/109104030/
•www.managementstudyguide.com/business_communication.htm
•www.skillsyouneed.com/ips/communication-skills.html
•www.pressbooks.bccampus.ca/technicalwriting/chapter/
casestudy-costpoorcommunication/
•www.notesdesk.com/.../business-communications/business-
communication-

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 THANK YOU

For queries
Email: communicationskills.uilah@gmail.com