Communication Skills Unit 4

and Personality Art of Good

Development Communication

Prof. Sanjay Saxena

SMS Varanasi
Unit 4: Art of Good Communication

Unit 4
ART OF GOOD COMMUNICATION

1.1. Communication Process

The communication process is the exchange of information, ideas, thoughts, or
feelings between individuals or groups. It involves a sender, a message, a channel of
communication, a receiver, and feedback. Here are the key components of the
communication process:
1. Sender
The sender is the person or entity who initiates the communication by encoding a
message. This message can be verbal, nonverbal, written, or visual.
2. Message
The message is the information, idea, or emotion that the sender wants to convey
to the receiver. It can be conveyed through words, symbols, gestures, facial
expressions, or any other means of communication.
3. Encoding
Encoding is the process of converting thoughts, ideas, or feelings into a form that
can be understood by the receiver. It involves choosing the appropriate words,
symbols, or gestures to convey the message effectively.
4. Channel
The channel is the medium through which the encoded message is transmitted
from the sender to the receiver. It can be face-to-face communication, telephone
calls, emails, letters, social media, or any other communication medium.
5. Receiver
The receiver is the person or group for whom the message is intended. They
decode the message to understand its meaning. It's important to consider the
receiver's background, knowledge, and context to ensure effective communication.
6. Decoding
Decoding is the process by which the receiver interprets and understands the
message sent by the sender. It involves extracting meaning from the symbols,
words, or gestures used in the message.

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7. Feedback
Feedback is the response or reaction provided by the receiver to the sender's
message. It completes the communication loop and helps the sender know
whether the message was understood as intended. Feedback can be verbal,
nonverbal, or written.
8. Noise
Noise refers to any interference or distortion that may disrupt the communication
process. It can be external (such as loud noises) or internal (such as preconceived
notions or biases) and can affect the clarity and accuracy of the message.
Effective communication occurs when the message sent by the sender is accurately
decoded and understood by the receiver, leading to clear understanding and
meaningful interactions. Feedback helps confirm understanding and allows
adjustments to be made if necessary to improve communication effectiveness.
1.2. Verbal And Non-Verbal Communication
Verbal and nonverbal communication are two primary ways humans convey
information, thoughts, feelings, and ideas to others.
1. Verbal Communication:
• Definition: Verbal communication involves the use of words, spoken or
written, to convey messages. It encompasses languages, dialects, vocabulary,
grammar, and syntax.
• Types: Verbal communication can be categorized into oral communication
(spoken words) and written communication (words on paper or screen).
• Features: Verbal communication allows for precise and detailed expression,
conveying complex ideas, sharing information, and engaging in conversations
or debates.
• Channels: Face-to-face conversations, phone calls, video calls, meetings,
speeches, presentations, emails, letters, reports, etc.
2. Nonverbal Communication:
• Definition: Nonverbal communication refers to conveying messages without
using words. It includes body language, such as gestures, facial expressions,
body posture, eye contact, personal attire, body order, etc., and paralanguage,
such as tone of voice, voice modulation, tempo, articulation, fluency, etc.

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Professor Albert Mehrabian established the following statistics, which have now
become a classic for the effectiveness of spoken communication:
o 7% of meaning is in the words that are spoken.
o 38% of the meaning is paralinguistic. (The manner in which the words are
said)
o 55% of meaning is conveyed through body language.
• Types: Nonverbal communication can be intentional or unintentional. It is
often subconscious but can also be consciously used for emphasis or
clarification.
• Features: Nonverbal communication adds layers of meaning to verbal
messages, helps in understanding emotions, attitudes, and intentions, and can
complement, contradict, or replace verbal communication.
• Channels: Facial expressions, body movements, hand gestures, eye contact,
tone of voice, silence, personal space, physical appearance, symbols, colors,
etc.
3. Interplay between Verbal and Nonverbal Communication:
• Complementing: Verbal and nonverbal cues often work together to enhance
understanding. For example, saying "I'm happy for you" with a genuine smile
reinforces sincerity.
• Contradicting: Sometimes, verbal and nonverbal messages conflict, causing
confusion or distrust. For instance, saying "I'm fine" with crossed arms and a
frown may indicate the opposite.
• Replacing: In certain situations, nonverbal cues can replace verbal
communication entirely. For instance, a nod or a wave can convey agreement
or greeting without words.
• Emotional Expression: Nonverbal cues play a significant role in expressing
emotions such as happiness, sadness, anger, surprise, fear, and disgust, often
more accurately than words alone.
Understanding both verbal and nonverbal communication is crucial for effective
interpersonal interactions, public speaking, negotiations, conflict resolution, and
building strong relationships in various personal and professional contexts. People

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often rely on a combination of verbal and nonverbal cues to convey messages

comprehensively and accurately.
1.3. Oral And Written Communication
1. Oral communication
Oral communication is the process of expressing information or ideas through
spoken words. It involves effective combination of appropriate language,
paralanguage, and body language.
Effective oral communication skills are highly valued in various professional fields,
such as public speaking, sales, customer service, leadership, and team
collaboration. Developing these skills through practice, feedback, and continuous
learning can significantly enhance one's ability to communicate effectively in
various personal and professional settings.
Some key elements of effective oral communication include:
• Clarity: Expressing ideas in a clear and understandable manner to ensure that
the message is easily comprehensible to the audience.
• Conciseness: Conveying information efficiently without unnecessary
repetition or verbosity.
• Confidence: Speaking with assurance and self-confidence to convey credibility
and authority.
• Active Listening: Active listening is also essential to oral communication. It
involves paying attention to what others are saying and responding
appropriately. You can tailor your arguments to address their needs, concerns,
and values by genuinely hearing and understanding others' perspectives. You
cannot understand others’ feelings and expectations by flapping your lips, or in
other words, by just speaking without listening. You need to remove the wax
from your ear. Open your mind to listening actively. Replace your ego with
empathy. You have taken the first step to becoming a skilled communicator by
listening actively. Active listening requires a non-judgmental approach. This
means that you while listening to people, do not judge them on the basis of
what they say.
• Nonverbal Communication: The use of facial expressions, gestures,
posture, and eye contact to support and enhance verbal communication.

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• Paralinguistic: Paralinguistics refers to the non-verbal elements of

communication that accompany spoken language. These elements include tone
of voice, pitch, volume, rhythm, and intonation patterns. Paralinguistic cues
play a crucial role in conveying meaning and emotions during communication,
often complementing or even contradicting the actual words spoken. For
example, a sarcastic tone of voice can completely change the meaning of a
statement, even if the words themselves remain unchanged.
• Adaptability: Adjusting communication style, tone, and language to suit the
audience, context, and purpose of communication.
2. Written Communication
Written communication is the ability to convey ideas, thoughts, and information
clearly and accurately through written language. It involves using appropriate
language, structure, and formatting to ensure that the message is understood by
the intended audience.
Here are some key principles and tips for effective written communication:

• Know your audience: Understand who you are writing for and tailor your
message to their needs, interests, and level of understanding.
• Be clear and concise: Use simple and straightforward language to convey
your message. Avoid jargon, complex sentences, and unnecessary details that
may confuse the reader.
• Organize your ideas: Structure your writing in a logical and coherent manner.
Use headings, subheadings, bullet points, and paragraphs to break up the text
and make it easier to read and understand.
• Use proper grammar and punctuation: Make sure your writing is free from
grammatical errors, spelling mistakes, and punctuation errors. Use punctuation
marks appropriately to clarify meaning and improve readability.
• Be mindful of tone and style: Choose a tone and writing style that is
appropriate for the context and audience. For example, a formal tone may be
suitable for business communications, while a more conversational tone may
be appropriate for informal emails.

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• Use visuals wisely: Incorporate relevant visuals such as charts, graphs,

tables, and images to enhance understanding and engagement, but use them
sparingly and ensure they are well-integrated with the text.
• Edit and proofread: Always revise, edit, and proofread your writing before
sending or publishing it. Check for errors in grammar, spelling, punctuation,
and overall clarity. Consider asking a colleague or trusted individual to review
your work as well.
1.4. Paralinguistics
Paralanguage refers to all vocally produced sound that is not a direct form of linguistic
Communication. Voice communicates something beyond language. The way we speak,
including tone, pitch, volume, and rhythm, contributes to the persuasive impact of our
message. Using a confident, persuasive tone can convey authority and enthusiasm.
Adjusting the voice to emphasize certain words or phrases can help draw attention
and add emphasis. Paralanguage serves as a powerful complement to verbal
communication, enriching the persuasive process by adding emotional depth,
emphasis, and credibility to the spoken message. Here are some important aspects of
paralanguage:
1. Tone
The tone of your voice can convey emotions and attitudes that may not be explicitly
expressed through words. It can add emotional depth to a message, making it
more compelling and relatable. The tone can be harsh, loud, gentle, or pleasant.
We need to keep a soft, gentle, and pleasant tone while orally communicating with
people.
2. Voice Modulation
Voice modulation is the way we change the volume and speed of our spoken words
to emphasize keywords. Variations in pitch, volume, and emphasis can highlight
key points in a persuasive message. This helps in ensuring that the listener
understands and remembers the most crucial elements of the argument. We
should be mindful of how we use volume, pitch, stress, stretch, and pauses while
speaking.

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3. Articulation
Articulation is the way we pronounce words through our tongue, jaw, teeth, and
lips. Beautiful articulation of our spoken words can influence people considerably.
4. Tempo
Refers to the rate at which someone speaks. If a person speaks too slowly, the
audience will likely lose interest. Speaking too quickly leads to lower credibility.
Therefore, A speaker should use an optimal rate to keep the audience interested
and show confident knowledge of the subject. Speaking at an appropriate speed
allows listeners to better grasp complex or unfamiliar information. This can be
beneficial in educational settings, presentations, or when discussing intricate
topics.
Changing the tempo throughout a speech can help highlight important points.
Dynamic and varied tempos can capture and maintain the audience's attention.
Consistently speaking at the same speed may lead to monotony, making it harder
for listeners to stay engaged.
Mastering the art of tempo control can contribute to persuasive communication.
For instance, slowing down during a persuasive argument may convey confidence
and thoughtfulness, while a faster tempo can convey enthusiasm.
In storytelling, a dynamic tempo can bring narratives to life. Slower pacing during
crucial moments can build suspense, while quicker pacing can signify action or
excitement.
5. Dysfluency
Dysfluency is any break in fluent speech. One must learn to deliver fluent speech.
Fluent speakers can convey their thoughts and ideas clearly, reducing the risk of
misunderstandings. It allows individuals to articulate their emotions and opinions
effectively, enhancing the impact of their communication. Fluent speakers can
collaborate more efficiently by clearly communicating their ideas and perspectives,
leading to better problem-solving outcomes.
1.5. Seven Cs of Effective Communication
The "seven Cs of effective communication" is a framework that highlights key elements
to consider when communicating effectively. These elements help ensure that your

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message is clear, concise, and easily understood by your audience. The seven Cs are
as follows:
1. Clearness
Ensure that your message is clear and easy to understand. Use simple language,
avoid jargon or technical terms unless necessary, and organize your thoughts
logically.
2. Conciseness
Be concise and to the point in your communication. Avoid unnecessary details or
long-winded explanations that can confuse or bore your audience.
3. Concreteness
Use specific facts, examples, and details to support your message. Concrete
information helps make your communication more credible and memorable.
4. Correctness
Ensure that your communication is grammatically correct, free from spelling errors,
and factually accurate. Mistakes can detract from your credibility and the clarity of
your message.
5. Coherence
Ensure that your message flows logically and is well-organized. Use transitions and
connective words to guide your audience through your ideas smoothly.
6. Completeness
Provide all necessary information in your communication to avoid confusion or
misunderstandings. Anticipate questions or concerns your audience may have and
address them proactively.
7. Courtesy
Be respectful and considerate in your communication. Use polite language,
consider the feelings and perspectives of your audience, and maintain a
professional tone.
By keeping these seven Cs in mind when crafting your messages, whether written or
verbal, you can enhance the effectiveness and impact of your communication on your
audience.

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1.6. Barriers to Communication

Barriers to communication can occur at various levels and can hinder the effective
exchange of information, ideas, thoughts, and feelings between individuals or groups.
These barriers can be categorized into several types:
1. Physical Barriers
• Environmental Noise: Loud sounds, poor acoustics, or distractions in the
environment can make it difficult to hear or concentrate.
• Distance: Physical separation between individuals or groups, such as in large
offices or remote work situations, can hinder face-to-face communication.
2. Psychological Barriers
• Perceptual Differences: Different backgrounds, experiences, beliefs, and
values can lead to misinterpretation or misunderstanding of messages.
• Emotional State: Strong emotions such as anger, stress, or sadness can
distort communication or inhibit individuals from expressing themselves clearly.
• Biases and Stereotypes: Preconceived notions or biases about individuals or
groups can lead to discriminatory communication or a lack of openness.
3. Language Barriers
• Language Differences: Different languages or dialects can impede
understanding between speakers and listeners.
• Jargon and Technical Language: Using specialized vocabulary or technical
terms without ensuring that all parties understand them can create confusion.
4. Interpersonal Barriers
• Lack of Trust: Distrust between communicators can lead to guarded
communication or withholding of important information.
• Poor Listening Skills: Inability or unwillingness to actively listen and
empathize with others can lead to misunderstandings or incomplete
communication.
5. Cultural Barriers
• Cultural Norms and Values: Differences in communication styles, gestures,
customs, and taboos across cultures can lead to misunderstandings or conflicts.
• Nonverbal Communication: Different interpretations of body language,
facial expressions, and gestures can affect communication across cultures.

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6. Technological Barriers
• Technical Issues: Malfunctions or limitations of communication tools such as
phones, computers, or internet connections can disrupt communication.
• Overreliance on Technology: Depending too heavily on digital
communication methods can reduce opportunities for face-to-face interaction
and hinder interpersonal relationships.
7. Organizational Barriers
• Hierarchy and Structure: Formal organizational structures, strict chains of
command, or bureaucratic procedures can impede open and effective
communication.
• Lack of Feedback Mechanisms: Inadequate channels for receiving and
providing feedback can hinder mutual understanding and continuous
improvement.
Overcoming these barriers requires awareness, empathy, flexibility, and active efforts
to improve communication skills, foster trust, promote inclusivity, and leverage
appropriate communication channels and technologies. Training programs, cultural
sensitivity workshops, feedback mechanisms, and creating an open and supportive
communication culture within organizations can help address these barriers and
enhance overall communication effectiveness.
1.7. Styles of Communication
Passive, assertive, and aggressive communication are three distinct styles of
communication that people use in various situations. Each style has its own
characteristics, benefits, and drawbacks.
1. Passive Communication:
• Characteristics: In passive communication, individuals tend to avoid
expressing their thoughts, feelings, and needs. They may appear shy, reserved,
or hesitant to speak up.
• Behavior: Passive communicators often fail to assert themselves, resulting in
unmet needs and unexpressed opinions. They may agree with others even
when they disagree internally, avoid conflicts, and generally prioritize others'
needs over their own.

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• Impact: This style can lead to frustration, resentment, and misunderstandings

as others may not fully understand the passive communicator's true feelings or
desires.
2. Assertive Communication:
• Characteristics: Assertive communication involves expressing one's thoughts,
feelings, and needs in a clear, respectful, and direct manner while also
considering the rights and feelings of others.
• Behavior: Assertive communicators are confident, open, and honest in
expressing themselves. They listen actively, express their opinions and needs
clearly and respectfully, and seek mutually beneficial solutions in conflicts.
• Impact: This style fosters healthy relationships, promotes mutual respect, and
helps in resolving conflicts constructively. Assertive communicators are
generally seen as confident, trustworthy, and capable.
3. Aggressive Communication:
• Characteristics: Aggressive communication involves expressing one's
thoughts, feelings, and needs in a forceful, hostile, or disrespectful manner,
often at the expense of others' feelings or rights.
• Behavior: Aggressive communicators tend to dominate conversations, use
blaming language, interrupt others, and disregard others' perspectives. They
may resort to yelling, threats, or sarcasm to get their point across.
• Impact: This style can lead to strained relationships, fear, and resentment,
among others. Aggressive communicators may achieve short-term goals but
often damage long-term relationships and trust.
It's important to note that effective communication involves choosing the appropriate
style based on the situation and context. Assertive communication is generally seen
as the most effective and respectful style in most situations, as it balances self-
expression with consideration for others.
1.8. Questioning Skills
Questioning skills are an essential aspect of effective communication and critical
thinking. They involve the ability to ask relevant, probing, and thought-provoking
questions to gather information, explore ideas, clarify concepts, and solve problems.
Here are some key aspects of questioning skills:

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1. Open-ended vs. Closed-ended Questions

Open-ended questions encourage discussion and elaboration, such as "Can you tell
me more about your experience?" Closed-ended questions typically elicit short,
specific answers, like "Did you finish the project on time?"
2. Probing Questions
These questions delve deeper into a topic or issue, uncovering underlying
thoughts, feelings, or motivations. Examples include "Why do you think that
happened?" or "How does this relate to our overall goals?"
3. Clarifying Questions
Used to ensure understanding and clear communication, these questions seek to
eliminate ambiguity or confusion. For instance, "Could you explain that in simpler
terms?" or "Are you saying that this is the main issue?"
4. Reflective Questions
These questions encourage introspection and self-assessment, promoting deeper
insight and learning. Examples include "What are your thoughts on this situation?"
or "How do you feel about the outcome?"
5. Leading Questions
These questions can subtly influence responses and are often used in sales or
persuasion contexts. They guide the listener toward a particular answer or
viewpoint, like "Wouldn't you agree that this is the best option?"
6. Empathetic Questions
These questions demonstrate empathy and understanding, showing that you value
the other person's perspective and emotions. Examples include "How are you
feeling about this situation?" or "What do you need to feel supported right now?"
7. Strategic Questions
These questions are designed to achieve specific goals, such as problem-solving
or decision-making. They are focused and purposeful, aiming to gather relevant
information or guide the conversation toward a desired outcome.
By mastering different types of questions and knowing when and how to use them,
you can enhance communication, deepen understanding, and foster productive
interactions in various personal and professional settings.

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1.9. Art of Small Talk

Small talk is a valuable social skill that helps to break the ice, establish rapport, and
maintain connections with others in various social and professional settings.
Here are some tips for mastering the art of small talk:
1. Initiate with Open-Ended Questions
Start with questions that require more than a yes or no answer. For example,
instead of asking, "Did you have a good weekend?" try "What did you do over the
weekend?"
2. Show Genuine Interest
Listen actively to the other person's responses and ask follow-up questions based
on what they share. This shows that you are engaged in the conversation and
value their input.
3. Find Common Ground
Look for shared interests, experiences, or surroundings to build a connection. This
could be anything from hobbies and favorite foods to mutual acquaintances or
current events.
4. Use Nonverbal Cues
Pay attention to your body language, facial expressions, and tone of voice. Smile,
maintain eye contact, and use friendly gestures to convey warmth and openness.
5. Keep it Light and Positive
Avoid controversial topics or negative conversations, especially when meeting
someone for the first time. Opt for topics like travel, movies, sports, or local events.
6. Be Mindful of Cultural Differences
Consider cultural norms and sensitivities when engaging in small talk, especially in
diverse or international settings. Show respect and curiosity about different
perspectives.
7. Know When to Exit
Pay attention to cues that indicate the other person may be ready to end the
conversation, such as checking their watch or looking around. Politely wrap up the
conversation and express enjoyment in chatting with them.

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8. Practice and Build Confidence

The more you engage in small talk, the more comfortable and confident you will
become. Practice with friends, family, or in low-pressure social situations to hone
your skills.
Remember, small talk is a skill that improves with practice and genuine interest in
others. By being attentive, positive, and respectful, you can make meaningful
connections and enjoy enriching conversations in various social and professional
settings.
1.10. Email Writing
Writing effective emails is crucial for professional communication in today's digital
world. Here are some tips to help you craft effective emails:
1. Clear and Concise Subject Line
The subject line should clearly convey the purpose of the email in a few words. It
helps the recipient understand what the email is about and prioritize it accordingly.
2. Use a Professional Tone
Use a professional tone throughout the email, regardless of the recipient. This
includes using proper grammar and punctuation and avoiding slang or overly
casual language.
3. Brief and to the Point
Keep your email concise and focused on the main purpose. Use short paragraphs
and bullet points, if possible, to make the content easy to read and understand.
4. Be Respectful and Polite
Always start with a greeting (e.g., "Dear [Name],") and use polite language (e.g.,
"please," "thank you"). Even if you are addressing an issue or concern, maintain a
respectful tone.
5. Provide Context
Provide the recipient with enough context to understand the reason for the email.
If necessary, include relevant background information or previous correspondence.
6. Call to Action
Clearly state what action you expect the recipient to take or what response you
need from them. Use a specific and actionable request (e.g., "Please review the
attached document and provide your feedback by [deadline].")

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7. Proofread and Edit

Before sending the email, proofread it carefully for spelling, grammar, and
punctuation errors. Make sure the content is clear and conveys your message
accurately.
8. Use Formatting Appropriately
Use formatting tools like bold, italics, and bullet points to highlight important
information or organize content. However, avoid excessive use of formatting as it
can distract from the main message.
9. Include Relevant Attachments
If you need to include attachments, mention them in the email and ensure they
are relevant to the topic. Check that all attachments are included before sending.
10. Follow-Up if Necessary
If you don't receive a response within a reasonable time frame, follow up politely.
Acknowledge that they may be busy and reiterate your request or question.

Suggested Readings
1. Cloninger, S.C., “Theories of Personality: Understanding Person,” Pearson, New York, 2008, 5th
edition.
2. Luthans F, “Organizational Behavior,” McGraw Hill, New York, 2005, 12th edition.
3. Barron, R. A. & Brain D, “Social Psychology,” Prentice Hall of India, 1998, 8 th edition.
4. Adler R. B., Rodman G. & Hutchinson C.C., “Understanding Human Communication,” Oxford
University Press: New York, 2011.
5. Sanjay Saxena., “Persuasive Communication in Business,” KDP Publishing, USA, 2024, 1 st edition.

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