Communication Skills

BM002-4-0
Diploma - Foundation (Level 0)

Topics & Structure of Lesson

Communication

What is communication?
Why do we communicate?
How do we communicate?
Verbal communication
Nonverbal communication
Formal informal
Process of communication
Communication channels

Communication Skills BM002-4-0

Communication Skills

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Learning Outcomes
At the end of this chapter, you should:
know what is communication,
know why it is important, and
know how messages can be communicated
effectively.

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Communication Skills

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Communication?

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Communication Skills

Definition :
Communication is simply the act of transferring
information from one place to another
Communication is the act of conveying
information for the purpose of creating a shared
understanding
How people arrive at shared meanings through
interchange of messages
Communication Skills BM002-4-0

Communication Skills

- Justification !-

Impression

Opinion

Express
Comment

Biasness
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Why Do We Communicate?

Instruct

Inform

Influence

Purpose
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Communication Skills BM002-4-0

Communication Skills

Process of Communication

Communication Skills BM002-4-0

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Inter? Intra?
Intrapersonal Communication
Intrapersonal Communication is defined as the
communication process within an individual.

Communication Skills BM002-4-0

Communication Skills

Inter? Intra? Cont.

Interpersonal Communication
Interpersonal communication is the process that we use to
communicate our ideas, thoughts, and feelings to
another person.

Communication Skills BM002-4-0

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ANY QUESTION?

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Communication Skills

2 Basic forms of Communication:

Verbal
Uses language (word + grammar) to communicate.
Message is sent through oral or written communication.

Communication Skills BM002-4-0

Communication Skills

2 Basic forms of Communication

(contd.):
Non verbal Communication
NO language!

S
E
What you dont say can be more important!
I
L
R
???
E
V
E
N
M
A
Y
H
A
D
R
G
O
A
H
B
T
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A
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-M
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YO
Communication Skills BM002-4-0

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2 Basic forms of Communication

(contd.):

7% of message pertaining to feelings and attitudes is in

the words that are spoken.

38% of message pertaining to feelings and attitudes is

paralinguistic (the way that the words are said).

55% of message pertaining to feelings and attitudes is

in facial expression

(Dr. Albert Mahrabian)

Communication Skills BM002-4-0

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2 Basic forms of Communication

(contd.):
Non Verbal Communication is Combination of:

1. Body Language
2. Paraverbal
3. Pictorials

Communication Skills BM002-4-0

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Components of Body Language

1. Eye contact

Communication Skills BM002-4-0

Communication Skills

Components of Body Language

(contd.)

2. Facial expression

Communication Skills BM002-4-0

Communication Skills

Components of Body Language (contd.)

3. Body Movements

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Communication Skills

Components of Body Language (contd.)

4. Space

Communication Skills BM002-4-0

Communication Skills

2 Basic forms of Communication

(contd.):
Paraverbal communication
Refers to the messages that we transmit through the
tone, pitch, and pacing of our voices.
It is how we say something, not what we say.
When we are angry or excited, our speech tends to
become more rapid and higher pitched.
When we are bored or feeling down, our speech tends
to slow and take on a monotone quality.
When we are feeling defensive, our speech is often
abrupt.
Communication Skills BM002-4-0

Communication Skills

2 Basic forms of Communication

(contd.):
Pictorials

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Formal & Informal Communication

FORMAL COMMUNICATION

INFORMAL COMMUNICATION

Includes all the instances where

Includes instances of free and

communication has to occur in a set of

unrestrained communication between

formal format.

people who share a casual rapport with

each other.

Straight forward, official and always

precise and has a straight and right to it.

Does not have any rigid rules and

guidelines.

Need not necessarily have boundaries of

time, place or even subject for that matter.

E.g. Inquiry letter, MEMO, e-mails to colleagues,

E.g. over coffee, inquiry about something,

monthly report presentation etc.

ordering food etc.

Communication Skills BM002-4-0

Communication Skills

TYPES OF
COMMUNICATIO
N

BASED ON
COMMUNICATION
CHANNELS

BASED ON STYLE
AND PURPOSE

FORMAL
VERBAL
ORAL

WRITTEN

NONVERBAL
BODY
LANGUAGE

PARAVERBAL

PICTORIALS

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Communication Skills

OFFICIAL

INFORMAL

CASUAL

Factors that Need to be Considered When

Choosing Your Communication Channel:
Communication channel is the medium through which
message signals pass.
The channel works like a bridge connecting source and
receiver.
There are 4 factors that can be considered in choosing
communication channel
i.
ii.
iii.
iv.

Feedback speed
Cues
Personableness
Emotional content

Communication Skills BM002-4-0

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Factors that Need to be Considered When Choosing

Your Communication Channel: (contd.)

1. Feedback Speed

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Factors that Need to be Considered When Choosing

Your Communication Channel: (contd.)

2. Cues

Communication Skills BM002-4-0

Communication Skills

Factors that Need to be Considered When Choosing

Your Communication Channel: (contd.)

3. Personableness

Communication Skills BM002-4-0

Communication Skills

Factors that Need to be Considered When Choosing

Your Communication Channel: (contd.)

4. Emotional Content

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The End

Questions?

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Communication Skills

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