Four Types of Communication Styles

Four Types of Communication Styles

Communication Styles

Introduction

Each one of us has a style of communicating that is unique. Some of us are talkative and extroverted while others are quiet and reserved. Some of us are outspoken while others are less likely to share their opinions in public. Still others of us are formal and direct while others are informal and like to take our time getting to the main point. So how do these different styles of communication impact us in the workplace?

When you work with someone who has a decidedly different communication style from your own, that difference can act as one of the barriers to effective communication. You may feel that someone is being aloof and cold while they feel that they are being quick and business-like. Or you might feel that someone is being too analytical and detailed, while they feel that you aren’t recognizing the importance of the small things that can make a big difference.

There is away to overcome these differences, however. It involves learning the basic characteristics of the different communication styles and how they influence the context in which your communication is happening. If you can learn to understand the other person’s communication style and how it is manifesting itself in the way they communicate, you are learning your audience and what they need in order to understand your message. You can then encode your message in a way that they will be more likely to be able to decode it, thereby increasing the chance that your message will be delivered successfully.

To put it another way, imagine that you are in a foreign country. You can stumble about, using your own words for things and trying to communicate, with the result being that one or both parties may become frustrated–and with very little chance that you will get the result that you want.

But if you can speak the language of the person you want to speak with, suddenly you can communicate. You can ask for what you need, give them the information they need, and hopefully achieve the result that is the original aim of your message. When you employ this communication tool, you simply make the choice to communicate to your audience in their ‘native tongue.’

So how do you start? You begin by studying the four basic communication styles and how they relate to each other. You identify your own personal communication style and what particular barriers you might face when communicating with the other styles. Then you learn some simple tools you can use to enhance your communication with others, no matter what communication style they are.

The Communication Styles Matrix

There are many different models that describe the ways in which we communicate. But one very useful model is based on the work of Dr. Eileen Russo. Her matrix is displayed in Figure 8 below. It shows that there are two different dimensions in communication styles: the level of expressiveness and the level of assertiveness.

Figure8: The Communication Styles Matrix

Each quadrant in Figure8 represents a different communication style. People can fall anywhere within each quadrant, becoming more uniformly one style over the others as they move further from the center.

Notice that the more assertive communication styles tend to ‘tell’ others what to do. The less assertive communication styles tend to ‘ask’ others what should be done. The more expressive communication styles tend to show their emotions in their face, speech, and tone. The less expressive styles will either not express their emotions or will work to hide them. The resulting four basic communication styles are shown in Figure9. In the following sections, we’ll look at the basic characteristics of each communication styles and some things you can do to help you communication well with each type.

Low Expressiveness + Low Assertiveness =  Systematic

Low Expressiveness + High Assertiveness = Direct

High Expressiveness + High Assertiveness=Spirited

High Expressiveness + Low Assertiveness=Considerate

Figure 9: The Four Basic Communication Styles

1.   Direct Communication Style

As indicated in the communication style matrix, people with the direct communication style are highly assertive and not expressive. They tend to tell others what to do instead of asking others what they think should be done, and they will not easily show emotions in their communications with others. Their communication style is meant to be expedient, though others may not always see it that way. They may appear terse and cold to others, who might take their style of communicating personally.

Direct communicators will try to tell you as little as possible before moving on to the next topic–not because they are trying to be evasive, but because they are trying to save time. They won’t always stop to listen to others, even if the others have something valuable to contribute. They may seem impatient and over bearing at times, but it’s not meant to be personal. They are attempting to focus on results rather than emotions. They will speak their minds, even if it could be off-putting to others. Don’t expect them to talk about their personal lives–they like to keep business and personal issues separate. They don’t back down from conflict, and at times could be seen as being aggressive rather than assertive in the way that they express their opinions.

Tips for Communicating if You Have a Direct Communication Style

·         Make an effort to listen fully to others and avoid interrupting

·         Allow time for ‘chatting’ at the beginning of a meeting

·         Recognize that others may feel the need to express their emotions about topics

·         Recognize that brainstorming can be helpful and not just a ‘time waster’

·         Try to communicate your expectations for how a meeting will go–the length of time, the topics to be covered, and the expected results–before a meeting occurs

·         Take the time to show your appreciation for others’ contributions

·         Don’t u see mail for sensitive or complicated topics

·         Allow time in your schedule for questions and feedback

Tips for Communicating with People with a Direct Communication Style

·         Ask if they have time to talk before jumping in

·         Get to the point quickly– don’t bore them with lots of back ground information

·         Limit ‘chatting’ or conversation that is off-topic

·         Use short, direct sentences

·         Ask for a specific call to action or make a specific request

·         Do not speak in the abstract

·         Only promise what you are certain you can deliver

·         Don’tgiveoraskforinformationaboutpersonalissuesunlesstheyinitiateit

·         Don’t sugar coat  things–speak plainly

2.   Spirited Communication Style

People with the spirited communication style are very interested in the ‘big picture’. They are the dreamers, the inventors, and the innovators in the group. Their communication may be full of grand ideas and hyperboles that tend to be very persuasive to others at first.

However, they are not always very good at discussing the details or the exact steps in the process. They will tend to go off on tangent sin their conversations, and like to interject anecdote sin to their dialogues in order to demonstrate or drive home a point.

Keeping to an agenda is sometimes a challenge for those with the spirited communication styles inceboth time management and remaining focuse dare challenges forth is group. Their written or verbal communication may tend to wards the dramatic. While they can be very entertaining, getting them to communicate clearly on specific topics may take the assistance of someone else to guide them through a conversation and keep them on track by bringing them back to the subject at hand.

Tips for Communicating if You Have a Spirited Communication Style

·         When considering new ideas to share, also consider whether or not you have suggestions on how to put those ideas in to action

·         Respect agreed-upon agendas and time limits when in meetings

·         Try to limit your sharing of personal anecdotes that take the group off-topic

·         Make sure you are allowing others to contribute their ideas and suggestions–and that you are listening

·         Be certain any requests you make are clear and that you convey there as on for asking

·         Communicate your appreciation for others’ work and in put

Tips for Communicating with People Who Have a Spirited Communication Style

·         Use an agenda with time limits listed for each topic

·         Praise them in front of other people

·         Learn to gently redirect the conversation back to the topic at hand

·         Understand that they may exaggerate

·         Challenge them to break down their‘ big ideas’ into specific outcomes and steps

·         Reaffirm with them what they have agreed to do

·         Use check-lists or other written reminders as away to help communicate what needs to be done

3.   Systematic Communication Style

Those with a systematic communication style like to focus on facts and details rather than opinions and possibilities. Expect to use and appreciate logic when you communicate with a systematic. They will appreciate facts and analysis rather than the ‘big picture’ ideas that have not yet been proved useful.

They may be slower to respond to your communication, as they are probably analyzing the situation and constructing a logical, well thought-out response. Charts, graphs and trends are all useful tools for communicating with systematic as well.

Those with a systematic communication style are uncomfortable with expressing their feelings about things and do not like conflict. They may tend to shut down communication rather than dealing with emotional or confrontational situations. If you give them directions, you will need to be very thorough and precise in relaying them.

The more information you can give them, the happier they will be–as long as the information is relevant to the current discussion or is relevant background information.

Tips for Communicating if You Have a Systematic Communication Style

ü  Recognize that not everyone follows linear thought processes and decision-making

ü  Realize that for good working relationships, consideration for others’ feelings is important

ü  Learn to ask qualifying questions that will help you get the information you need

ü  Ask others questions about themselves if you want to build rapport

ü  Make sure you understand the scope of a project so that you don’t waste time collecting information that is not going to be needed

ü  If you need to ask for more time for analysis, be able to explain the benefit of the information you are working on

Tips for Communicating with People with a Systematic Communication Style

●        Focus on the facts of the situation rather than individuals’ opinions

●        Speak with precision and accuracy rather than generalizations

●        Be Organized, on time, and topic when you communicate with them

●        Give logical reasons for your actions and for what you ask of them

●        Allow Them Time For Research And Analysis Before Decision-making

●        Avoid Personal Topics Unless They Open The Conversation

4.   Considerate Communication Style

Those with the considerate communication style are very concerned about the feelings of others. They want to please other people and to be included in her peer group. They like to work with others, help others, and connect to the reason personal level. If there is conflicting your group, they will be the ones to attempt to mediate it. They want everyone to have the chance to speak their minds, have their turns, and receiver recognition for their contribution. They are natural trainers and counselors, and enjoy helping others succeed. They will encourage group collaboration and communication, though they are not always inclined to speak their own minds.

This is the major communication challenge for those with the considerate personality style– they may be reluctant to share an opposing opinion, even if it’s important information, because they are concerned about keeping the peace and being liked.

They are also inclined to take direct communication as a personal matter. It’s difficult for them to separate other people's’ opinions about a topic from their opinions about them, and so may feel that an opposing opinion is due to not liking them. There is also the possibility that they will be talked into something in order to preserve the peace rather than standing their ground.

Tips for Communicating if You Have a Systematic Communication Style

Ø Recognize that not everyone follows linear thought processes and decision-making

Ø Realize that for good working relationships,consideration for others’ feelings is important

Ø Learn to ask qualifying questions that will help you get the information you need

Ø Ask others questions about themselves if you want to build rapport

Ø Make sure you understand the scope of a project so that you don’t waste time collecting information that is not going to be needed

Ø If you need to ask for more time for analysis, be able to explain the benefit of the information you are working on

Tips for Communicating with People with a Systematic Communication Style

ü  Focus on the facts of the situation rather than individuals’ opinions

ü  Speak with precision and accuracy rather than generalizations

ü  Be Organized, on time, and topic when you communicate with them

ü  Give logical reasons for your actions and for what you ask of them

ü  Allow Them Time For Research And Analysis Before Decision-making

ü  Avoid Personal Topics Unless They Open The Conversation

Examples of Communication for Each Style

It will take some time and practice to learn exactly what will work in communicating with the people in your work group. Hopefully you recognized the people in your office in the descriptions of the different communication styles in the last section. If not, you can pay more attention to how they communicate with you as a sign of their main communication style. Remember too that not everyone.

It will also take practice for you to become comfortable in altering your own communication style or methods in order to best communicate with others. You will still be inclined to your natural communication style, which is to be expected. It will also be easier to do at first when you have the time to think about your communication ahead of time, such as when writing an email. However, overtime, you will find that you can adjust faster and employ the tools that you need without thinking it out ahead of time.

Direct Style

When communicating with someone who has the direct communication style, the key is to get to the main point of your communication as soon as possible, and to do so in as efficient as manner as possible. The first example below shows the type of communication that will not work with someone who has a direct communication style. In this example, Jane is the one with the direct communication style.

Hi Jane,

I heard from Alex that you landed a new large business account yesterday. He said that you did an excellent job in explaining the company’s benefits to the customer and that you were very professional.

Alex also said that the customer asked for a quote on a new phone system for his existing offices. Have you thought about how you will proceed? Let me know if I can help you get the quote together or if you need any ideas on the configuration. I'd like to get the quote to the later this week if you think you can manage it. That way we would have a good chance of getting the order in for this month’s numbers.

Thanks again, and hope you are having a good Tuesday so far !

 Anne

What is the main point of the communication? What is there quested action? How much of the communication is superfluous information?

A person with a direct communication style will not necessarily glean what you want them to door by when. They will appreciate the accolade, but they won’t appreciate the personal references or information.

Jane,

Great job on the new account. I’d like to meet for10-15 minutes tomorrow to discuss strategy and timing. Please let me know if you’d prefer to meet at1:00, 1:30,or2:00pm.

Thank you, Anne

See the difference? The first one does eventually get around to the point, but it is too personal-sounding and doesn’t give a clear request for the direct person respond to. These condone still communicates approval and makes a request, but it does so in much clear way. If it seems curt to you, don’t worry–the direct style person will appreciate it. It’s a perfectly professional communication and there is much less chance form is understanding.

Spirited Style

When communicating with someone who is spirited, it might be hard to even pin them down for communication in the first place. And once you have their attention, keeping it is another matter entirely. You will find that consistency is important in communicating with people who are spirited. If you can get them used to a particular format or method of communication, it will be easier to keep them communicating. This doesn’t mean always choosing email oral ways choosing telephone. But it does mean always using follow-up questions or checking in on a regular basis to see if you are both still on the same page.

Also remember that a person with a spirited style may need more time to brainstorm and discuss ideas than the other communication styles. If you want them to come to the table with decisions already made, be sure to get their buy-in beforehand. Otherwise they may still find the need to discuss something that you already felt was decided.

Finally, you can go a long way towards relationship-building with a spirited style person if you give them the opportunity to shine. Does your team need to make a presentation? Let the spirited person know that you think they would be a good choice to lead. Complimenting them in a public arena is a good choice as well. Here’s an example of a good written communication to a spirited person.

Hi Sally!

I thought your presentation yesterday was fantastic! I enjoyed the way that you had the audience participate in the session.

I think you would be a great choice for the educational component at our next board meeting. The Board of Directors needs some information about local economic trends, but in a way that is not too boring or complicated.

Would you like to have lunch to discuss it? I’m free on Thursday or Friday this week. Let me know if either of those days will work for you.

Thanks so much! George

Why would this communication work for a spirited person? It is enthusiastic, complementary, and would be flattering to Sally. She will be pleased that you noticed her first presentation and more pleased that you would like her to repeat it.

Or course, you’re sure to have a very excited person on your hands at lunch. So be prepared. You could bring an outline of the topics you want to cover at the presentation. Ask for her input and make sure you’ve planned enough time to let her give it. Then help her narrow the ideas down and note them down for her. Sending a follow-up email or note will help ensure that you are both on the same page as well. Remember, the spirited person is very valuable for all their talents and enthusiasm–so with a little structure around your communications you can be successful in communicating without stifling the very qualities they bring to the table.

Systematic Style

When you need to communicate with a person who has the systematic communication style, remember that facts are what to emphasize. Opinions are not going to be very effective. Use logical, linear thinking and communicate in the same way. Step them through your thinking–don’t jump ahead of any steps. It will save you time in the long run if you take the time to explain your argument or thoughts through the first time.

If you need a systematic to make a decision, let data do the talking for you as much as possible. Have charts? Know some trends? Have examples to show how something works? All of these can be useful in communicating with a systematic person. If you are attempting to encourage a systematic to support an idea that is not supported by the data, you will be in for a bit of a challenge. However, you can still get their help if you can logically explain your position.

Remember too that systematic types are not prone to sharing personal information with work colleagues.

You shouldn’t take this personally–it's simply what they prefer. Yet if they do broach a personal subject with you, you can usually take it assign that they feel more comfortable with youth others.

The example of how not to communicate with a direct communication style person is a good example of how not to communicate with someone systematic style as well. You could also avoid phrases like:

●       It’s my opinion that…

●       I believe that…

●       I Feel That…

Instead, try using phrases like:

●       The Data Shows That…

●       The Trends Show That…

●       The results of the tests show…

The chart below gives more suggestions for language that will work better with systematics:

5                

Instead of…                                                                                                             Use…

Next week                                                                                                    Thursday at 3:00p.m.

In a timely manner                                                                                          Within two weeks

An upward trend                                                                              An increase of12% over five years

Figure18: Suggestions for Language to Use with Systematics

Considerate Style

To best communicate with someone who is a considerate communication style, remember that the person’s feelings are going to be important. They will listen best when you make them feel as if their feelings are important to you, their opinion is important to you, and that you value them as team member and a contributor. This doesn’t mean that you have to become very emotionally expressive yourself, but showing in interesting them as an individual will go a long way. Why not start your communication with an inquiry into how their child is doing, or how their last vacation was? The small investment of your time can have a great return.

If you have something to communicate that will perhaps be perceived as a critical, you will need to tread cautiously in order to be effective. Let the person know that you appreciate their work, and name the aspects that you find valuable and good. Then note the changes that need to be made, explaining the reason for the changes as much as you can. Smile, and use open body language to let them know that there is nothing personal in what is being said. Whenever possible, use requests instead of imperatives in discussing the needed changes.

For considerate style people, the example of used a show not to speak to a direct style person is actually good one to use for a considerate style. It builds to the point easily, it shows care for the other person, and it makes are question a friendly, personal manner.

Elements of communication Physical Communication

Communication Skills -Physical Communication

Physical Communication

Although it is less used in a business scenario, there is one last element of communication that all of us use on a regular basis–physical communication. At work you might use it some–top at someone on the back or to give them as light tap on the shoulder to get their attention. When it is used, it is more effective than verbal communication.

To clarify this point, imagine doing the exercise on the shapes in the last section, but this time, instead of words, you are able to put your hand over the hand of the person doing the drawing and direct the motion of their pen physically. You will end up with something much closer to the actual picture than by verbal instruction alone.

Elements of Communication Verbal Communication

Communication Skills - Verbal Communication

Verbal Communication

Verbal communication takes place directly between the superiors and juniors in organizations and between farmers and extension functionaries in the field and is often known as face to face communication. It takes the form of talks, a public address, verbal discussions, telephonic talks, telecommunications and other artificial media, such as audio-visual aids speeches and orders, holdings of meetings and conferences, lectures, social get-togethers, training sessions, public address systems, museums, exhibitions, counseling etc.

Verbal communication enjoys certain merits

i.                    It is the least time consuming, is more direct, simple and the least expensive.

ii.                   It is more communicative and effective and aids in avoiding delays, red-tape and formalities.

iii.                 It generates a friendly and co-operative spirit.

iv.                 It provides an immediate feedback, as questions can be put and answers obtained about the information transmitted

v.                  Since every information cannot be put into writing, most of it is conveyed by means of oral instructions, mutual discussions and telephonic conversations.

However, verbal communication has certain demerits. These are:

Ø  Lengthy, distant and important information cannot be effectively conveyed verbally 

Ø  Verbal talks may often be distorted if there is some cause of indifference between the receiver and the sender.

Ø  It is inadequate where permanency and uniformity of form are required. 

Ø  Due to various communication gaps, as a result of status and other physical or personal barriers communication is incomplete. 

Ø  Spontaneous responses may not be carefully thought. 

Ø  The spoken words can be more easily misunderstood than the written words.

Ø  It presupposes expertise in the art of effective speaking.

Nonverbal Communication (Body Language)

Nonverbal Communication (Body Language)

Nonverbal Communication (Body Language)

A message can be sometimes expressed without the help of words. Nonverbal communication is the process of communicating without the use of words. It is defined as non-word human responses like facial expressions and gestures and the perceived characteristics of the environment through which the human verbal and nonverbal messages are transmitted. Nonverbal communication is also known as “silent language.” It involves the use of cues, gestures, vocal characteristics, facial expressions, and spatial relationship between the sender and the receiver to convey a message. For example, a smile, glance, stare or a frown convey different meanings.

The components of Non Verbal Communication are:

1.      Kinesics is the interpretation of body language such as facial expressions and gestures — or, more formally, non-verbal behavior related to movement, either of any part of the body or the body as a whole. Body Language is technically known as kinesics

Body language is the unconscious and conscious transmission and interpretation of feelings, attitudes, and moods, through:

Ø  body posture, movement, physical state, position and relationship to other bodies, objects and surroundings,

Ø  facial expression and eye movement, and

Ø   this transmission and interpretation can be quite different to the spoken words.

Body movements include gestures, facial expressions and other physical movements. Every body movement conveys a certain meaning. For example, raising an eyebrow conveys disbelief, rubbing the nose indicates puzzlement and shrugging shoulders shows indifference. When a person is eager to hear something, he sits with his feet under the chair, toes pressed to the ground, and leans forward on the desk. When a person is listening carefully, he maintains eye contact and frequently nods his head. Body language coupled with verbal communication gives more meaning to a message.

2.      Proxemics is the technical term for the personal space aspect of body language. Proxemics is the study of measurable distance between people as they interact.

Body spacing and posture are unintentional reactions to sensory fluctuations or shifts, such as subtle changes in the sound and pitch of a person's voice. Social distance between people is reliably correlated with physical distance, as are intimate and personal distance, according to the following delineations:

• Intimate distance for embracing, touching or whispering

·         Close phase – less than 6 inches (15 cm)

·         Far phase – 6 to 18 inches (15 to 46 cm)

• Personal distance for interactions among good friends or family members

·         Close phase – 1.5 to 2.5 feet (46 to 76 cm)

·         Far phase – 2.5 to 4 feet (76 to 120 cm)

• Work /Social distance for interactions among acquaintances

·         Close phase – 4 to 7 feet (1.2 to 2.1 m)

·         Far phase – 7 to 12 feet (2.1 to 3.7 m)

• Public distance used for public speaking

·         Close phase – 12 to 25 feet (3.7 to 7.6 m)

·         Far phase – 25 feet (7.6 m) or more.

3. Oculesics: It is the study of the role of eye contact in non verbal communication. Our eyes are a very significant aspect of the non-verbal signals we send to others. Oculesics is one form of nonverbal communication, which is the transmission and reception of meaning between communicators without the use of words. It can include the environment around the communicators, the physical attributes or characteristics of the communicators, and the behavior of the communicators

 4. Chronemics is the study of the use of time in nonverbal Communication. The way we perceive time, structure our time and react to time is a powerful communication tool, and helps set the stage for the communication process. Across cultures, time perception plays a large role in the nonverbal communication process. Time perceptions include punctuality, willingness to wait, and interactions. The use of time can affect lifestyles, daily agendas, speed of speech, movements and how long people are willing to listen.

5. Haptics refers to the study of touching. There is six different kinds of touch. These include: positive, playful, control, ritualistic, task-related and unintentional. Managers should know the effectiveness of using touch while communicating to subordinates, but need to be cautious and understand how touch can be misunderstood. Working with others and using touch to communicate, a manager needs to be aware of each person’s touch tolerance.

6. Paralinguistics: It is the study of variations in pitch, speed, volume, and pauses to convey meaning. Interestingly, when the speaker is making a presentation and is looking for a response, he will pause. However, when no response is desired, he will talk faster with minimal pause.

7. Paralanguage refers to the non-verbal elements of communication used to modify meaning and convey emotion. Paralanguage may be expressed consciously or unconsciously, and it includes the pitch, volume, and, in some cases, intonation of speech. Sometimes the definition is restricted to vocally produced sounds. The study is known as paralinguistics.

Paralanguage refers to voice quality, volume, pitch, speed and non-fluencies (like ‘ah,’ ‘um,’ or ‘uh.’) used to convey a message. It helps to convey information about the attitude of the speaker. Sometimes there may be a contradiction between what a person says and what his actions indicate. In such cases, the person’s actions can be regarded as a truer picture of his feelings and ideas.

Physical Appearance: Physical appearance always contributes towards how people perceive about individuals. Neatly combed hair, ironed clothes and a lively smile will always carry more weight than words. It is believed that physical appearance determines the success a person will attain at every stage of his life.

Understanding nonverbal communication

The following guidelines can help individuals understand nonverbal communication better:

1.      Observe keenly what is happening: When nonverbal behaviour involves an emotional response (for example, tears rolling down the cheeks or eyes becoming red), it clearly conveys the message to the other person.

2.      Consider the differences between verbal statements and nonverbal behaviour: If there is a discrepancy between what a person says and what his body language indicates, then the situation should be studied closely. It is believed that actions are more accurate than words.

3.      Look for subtleties in nonverbal behaviour: Through careful observation, one can differentiate between a fake action and a genuine action. For instance, a sarcastic smile can be differentiated from a genuine one.

Elements of Communication

Elements of Communication

Elements of Communication

What does it take to communicate with another person? How are we communicating even when we aren’t using words? When you begin studying communication, you’ll find that we communicate with much more than our words. In face-to-face communication, our words are only part of the message.

The balance of the message, and infact, the largest part of the message that we are sending to others is made up of non-verbal information. It is composed of our body language and our tone of voice.

Types of Communication/ Levels of communication

1.      Intrapersonal (Within a person/self)

2.      Interpersonal (Face to face)

3.      Group communication

4.      Mass communication

People in managerial roles have many opportunities to communicate with others. Communication can be classified in the following different ways.

• Intrapersonal Communication: When people talk to themselves, communication takes place within the brain. It embraces their thoughts, experiences and perceptions during a communication event. Behavior responses on all other levels of communication essentially begin on the intrapersonal level. On this level, the individual forms personal rules and patterns of communication.

Intrapersonal communication encompasses:

•         Sense-making e.g. interpreting maps, texts, signs, and symbols

•         Interpreting non-verbal communication e.g. gestures, eye contact

•         Communication between body parts; e.g. “My stomach is telling me it’s time for lunch.”

•         Day-dreaming

Interpersonal Communication: Interpersonal communication is also referred to as dyadic communication, or communication between two individuals. This type of communication can occur in both a one-on-one and a group setting. This also means being able to handle different people in different situations and making people feel at ease. Gestures such as eye contact, body movement, and hand gestures are also part of interpersonal communication. The most common functions of interpersonal communication are listening, talking and conflict resolution. Types of interpersonal communication vary from verbal to non-verbal and from situation to situation. Interpersonal communication involves face-to-face communication in a way that accomplishes the purpose and is appropriate.

Group communication is a mode of communication in an organization, between employers and employees, and employees in teams/groups. Group communication can further be looked from an marketing perspective as communicating to a group of people or target customers in order to market a product.

Small group communications can be looked at as groups of size 3 to 20. And larger groups looked can be of sizes 100 to 200 in size. Group communication can be effective, when there is a specific purpose to the communication, a proper means of communication, and content of the communication suitable to the target audience, and a proper communicator who can drive the initiative and process.

Group communication can be of various means, like social media, digital media, print media, speeches and focus group communication etc. The choice of the means of communication depends on factors like the target audience, the means and availability of the communication mode, cost implication for the communication initiative.

Group communication can have effective results in case of marketing, where the communication is vital for selling and marketing products and product launches etc.

Mass communication is the study of how people exchange information through mass media to large segments of the population at the same time. In other words, mass communication refers to the imparting and exchanging of information on a large scale to a wide range of people. It is usually understood to relate newspaper, magazine, and book publishing, as well as radio, television and film, even via internet as these mediums are used for disseminating information, news and advertising. Mass communication differs from the studies of other forms of communication, such as interpersonal communication or organizational communication, in that it focuses on a single source transmitting information to a large number of receivers. The study of mass communication is chiefly concerned with how the content of mass communication persuades or otherwise affects the behavior, attitude, opinion, or emotion of the person or people receiving the information.

Albert Mehrabian’s work on verbal and non-verbal communication in the 1960’s and early1970’s is still considered a valid model today. There are basically three elements in any face-to-face communication. These three elements account differently to the meaning of the message:

Communication Skills B. Pharm I Year JNTUH PCI

Communication Skills

Introduction, Definition, The Importance of Communication, The Communication Process – Source, Message, Encoding, Channel, Decoding, Receiver, Feedback, Context

Barriers to communication: Physiological Barriers, Physical Barriers, Cultural Barriers, Language Barriers, Gender Barriers, Interpersonal Barriers, Psychological Barriers, Emotional barriers

Perspectives in Communication: Introduction, Visual Perception, Language, Other factors affecting our perspective - Past Experiences, Prejudices, Feelings, Environment

Communication Skills

Introduction
Communication is an important aspect in every human activity. Communication is a learned skill. However, while most people are born with the physical ability to talk, not all can communicate well unless they make special efforts to develop and refine this communication skill. Very often, we take the ease with which we communicate with each other for granted, so much so that we sometimes forget how complex the communication process actually is. Communication takes place when we are
supposedly at the same level of understanding and comprehension as other interlocutors. Common forms of communication include speaking, writing, gestures, touch, using pictures and broadcasting. Communication is therefore not what is said whether verbally or non-verbally, but what is understood.

What is communication?
Communication is a word derived from the Latin word communis or commūnicāre, which means ‘to make common’ or ‘to share’. Communication is the act of conveying intended meaning to another person through the use of mutually understood signs and language. Communication is the art of transmitting information, ideas and attitudes from one person to another.  Communication is the process of meaningful interaction among human beings. The basic steps of communication are the forming of communicative intent, message composition, message encoding, and transmission of signal, reception of the signal, message decoding and finally interpretation of the message by the recipient.

Communication is simply the act of transferring information from one place to another. When you call or talk verbally to your friend, then you are said to be communicating with your friend.

1. Keith Davis: Communication is a process of passing information and understanding from one person to another.

2. John Adair: Communication is essentially the ability of one person to make contact with another and make himself or herself understood.

3. William Newman and Charles Summer: Communication is an exchange of ideas, facts, opinions or emotions of two or more persons.

4. Louis Allen: Communication is a bridge of meaning. It involves a systematic and continuous process of telling, listening, and understanding.

5. Peter Little: Communication is a process by which information is transmitted between individuals and/or organizations so that an understanding response results.

6. Murphy, Hildebrandt, Thomas: Communication is a process of transmitting and receiving verbal and non-verbal messages. It is considered effective when it achieves the desired response or reaction from the receiver.

7. G.G. Brown: Communication is the transfer of information from one person to another, whether or not it elicits confidence. But the information transferred must be understandable to the receiver.

8.   Fred G. Meyer: Communication is the intercourse by words, letters or messages.

9. According to Megginson said, “Communication is the process of transmitting meanings, ideas, and understanding of a person or a group to another person or group.”

10. According to Theo Haiman, “Communication means the process of passing information and understanding from one person to another.”

Characteristics of Communication
The characteristics of communication include:
1. Communication is a process: Communication is a 2-way process which involves; listening to others (Receiving) message Asserting/Expressing (Sending).
2. Communication is dynamic: it is ever changing depending on the variables at play.
3. Communication is a complex a process.
4. Communication is a two-way process of reaching mutual understanding, in which participants not only exchange (encode-decode) information but also create and share meaning.
5. Communication involves the sharing of information using a code.
6. Communication occurs between people and sometimes animals
7. Communication is irreversible: once one has communicated something it cannot be recalled back.
8. Communication is a system
9. Communication must have the elements of communication: Source, receiver, channel, message, noise, feedback.
10. Communication can be verbal/ non-verbal or visual.
11. Communication can be accidental especially in non-verbal

Functions of communication
Human beings communicate for various reasons. Here are some of the reasons why we must communicate:

1. To change in behavior
2. To influence others
3. To express our thoughts and emotions through words & actions.
4. It is a tool for controlling and motivating people.
5. It is a social and emotional process.
6. Communication for improving self-confidence
7. Entertain
8. Educate
9. Establish relationships
10. Inform
11. Solve problems
12. Make orders
13. Give directions

The Communication Process – Source, Message, Encoding, Channel, Decoding, Receiver, Feedback,
Context

Communication Barriers

1. Physiological Barriers
Physiological barriers may result from individuals' personal discomfort, caused, for example, by ill health, poor eyesight, or hearing difficulties. These may also affect one’s personality in many different and mostly negative ways. This can best be handled by working on developing a positive perception as certain physiological features contributing to barriers may not be curable.

2. Physical Barriers
Physical barriers include:
· Office doors, barrier screens, separate areas for people of different status
· Large working areas or working in one unit that is physically separate from others.
· Distance

Research shows that one of the most important factors in building cohesive teams is proximity. Proximity in different cultures is different and therefore needs to be taken in the right context. It has been observed that people coming from rural backgrounds with more physical space available may not feel comfortable in closed quarters as they tend to have larger personal spaces as compared to people living in urban conditions. This aspect alone can become a significant psychological barrier if they subconsciously feel “threatened” by inadvertent “invasion” of their personal space in case an urbanite approaches them in close proximity considering it as a
normal personal space.

3. Cultural Barriers
Culture prescribes behavior. Humans can adapt to different culture once we come to accept it and appreciate that cultures are different so that we can be recognized from others and that no specific connotations need to be attached to one culture or the other.

4. Language Barriers
Language that describes what we want to say in our terms may present barriers to others who are not familiar with our expressions, buzz-words, and jargon. When we couch our communication in such language, it is a way of excluding others. In a global setting, the greatest compliment we can pay another person is to talk in their language.

5. Interpersonal Barriers
Withdrawal is an absence of interpersonal contact. It is both refusals to be in touch with others.

6. Psychological Barriers

There are 3 types of psychological barriers would be discussed as they are the most common ones.
a. Perceptual barriers
b. Emotional Barriers, and
c. Experiential barriers.
Perceptual barriers
The problem with communicating with others is that we all see the world differently. A bad experience would perceptually block out unpleasant things. This could be in the shape of avoiding it and if that is not possible by altering the behaviors i.e., response types in different ways. Similarly, retention filters out things that feel good, and gives the tendency to forget those things that are
painful. It is very interesting to note that how our experiences taint or color our perceptions. Perceptual barriers can significantly alter our understanding and thus affect our communication. They are deep rooted and work in conjunction with our experiences.


Emotional barriers
One of the other chief psychological barriers to open and free communication is the emotional barrier. It is comprised mainly of fear, mistrust, and suspicion. As mentioned earlier the roots of our emotional mistrust of others lie in our childhood and infancy when we were taught to be careful what we said to others.


Experiential barriers
Experiential barriers on the other hand become barriers by virtue of not having experienced them leading to altered interpretation and comprehension. Our experience shapes our view of the world. For example, when children experience trauma at the hands of trusted adults (especially family members) their emotional link with the adult world is severed, creating distrust. They are left with three companions: guilt, fear and feelings of inferiority.

Perspectives in Communication

A communication perspective not only examines the way that messages transmit information and influence individual and collective behavior; it also examines the way that messages create, sustain, and change cultures and communities.  Communication scholars explore the form, content, medium and patterns of messages and how they influence the way that people make meaning and take action.  We examine how messages are produced, how they are circulated among a group of people, and how they are interpreted with an eye on the important consequences of messages.

A communication perspective helps us engage some of the most pressing social, political, and cultural issues facing our nation and our world.  

What is Visual Communication/Visual perception

Visual communication is the communication that relies on vision. As another type of communication with verbal and nonverbal communication, it takes place with the aid of visual elements.

Types of Visual perception

There are many forms of visual perception. To choose a proper form of visual communication, you need to think about the background of your audience, your communication purpose, the nature of your statistics and so on. See some of the commonly used visual communication presentation forms.

1. Public Signs

2. Visual symbols

3.Charts, Graphs and table

4. Map

 Language

The different perspectives we experience can be with language as well. How many times have you received an email that seemed to have a certain ‘tone to it,’ and that perception of tone colored the way that you might have responded?

The same words can have very different meanings depending on how one interprets them.

Here’s another example. What is the meaning of the following sentence?

A woman without her man is nothing

Sounds pretty bad at first glance, doesn’t it? Look again. If you add punctuation or change the word emphasis, how does the meaning change?

A woman: without her, man is nothing.

A woman without, her man is nothing. 

The words were the same in both cases. But the meaning has now changed completely. So although we think our meaning may be clear when we use specific words in a certain order, we can’t always be certain that the other person will read or hear them in that way.

JNTUH B.Pharmacy I year English Syllabus

JNTUH B.Pharmacy I year English Syllabus

JAWAHARLAL NEHRU TECHNOLOGICAL UNIVERSITY

HYDERABAD

B. PHARMACY I YEAR COURSE STRUCTURE AND SYLLABUS

Effective from Academic Year 2017-18 Admitted Batch  

COMMUNICATION SKILL 

 B. Pharm. I Year I Sem                                         L T P C  2 0 0 2

Scope: 

This course will prepare the young pharmacy student to interact effectively with doctors,
nurses, dentists, physiotherapists and other health workers. At the end of this course the student will
get the soft skills set to work cohesively with the team as a team player and will add value to the
pharmaceutical business.

Course Objectives: Upon completion of the course the student shall be able to Understand the behavioral needs for a Pharmacist to function effectively in the areas of pharmaceutical operation
Communicate effectively (Verbal and Non-Verbal) Effectively manage the team as a team player
Develop interview skills Develop Leadership qualities and essentials

UNIT – I 07 Hours
Communication Skills:Introduction, Definition, The Importance of Communication, 
The Communication Process – Source, Message, Encoding, Channel, Decoding, Receiver, Feedback,
ContextBarriers to communication: Physiological Barriers, Physical Barriers, Cultural Barriers, Language Barriers, Gender Barriers, Interpersonal Barriers, Psychological Barriers, Emotional barriers
Perspectives in Communication: Introduction, Visual Perception, Language, Other factors affecting our perspective - Past Experiences, Prejudices, Feelings, Environment

UNIT – II 07 Hours
Elements of Communication:Introduction, Face to Face Communication - Tone of Voice, Body
Language (Non-verbal communication), Verbal Communication, Physical Communication
Communication Styles: Introduction, The Communication Styles Matrix with example for each - Direct Communication Style, Spirited Communication Style, Systematic Communication Style,
Considerate Communication Style

UNIT – III 07 Hours
Basic Listening Skills:Introduction, Self-Awareness, Active Listening, Becoming an Active Listener,
Listening in Difficult SituationsEffective Written Communication: Introduction, When and When Not to Use Written Communication - Complexity of the Topic, Amount of Discussion’ Required, Shades of Meaning, Formal CommunicationWriting Effectively: Subject Lines, Put the Main Point First, Know Your Audience, Organization of the Message

UNIT – IV 05 Hours
Interview Skills:Purpose of an interview, Do’s and Dont’s of an interviewGiving Presentations: Dealing with Fears, Planning your Presentation, Structuring Your Presentation, Delivering Your Presentation, Techniques of Delivery

UNIT – V 04 Hours
Group Discussion: Introduction, Communication skills in group discussion, Do’s and Dont’s of group
discussion

Recommended Books: (Latest Edition)1. Basic communication skills for Technology, Andreja. J. Ruther Ford, 2nd Edition, Pearson
Education, 2011
2. Communication skills, Sanjay Kumar, Pushpalata, 1st Edition, Oxford Press, 2011
3. Organizational Behaviour, Stephen .P. Robbins, 1st Edition, Pearson, 2013
4. Brilliant- Communication skills, Gill Hasson, 1st Edition, Pearson Life, 2011
5. The Ace of Soft Skills: Attitude, Communication and Etiquette for success, Gopala Swamy
Ramesh, 5th Edition, Pearson, 2013
6. Developing your influencing skills, Deborah Dalley, Lois Burton, Margaret, Green hall, 1st
Edition Universe of Learning LTD, 2010
7. Communication skills for professionals, Konarnira, 2nd Edition, New arrivals – PHI, 2011
8. Personality development and soft skills, Barun K Mitra, 1st Edition, Oxford Press, 2011
9. Soft skill for everyone, Butter Field, 1st Edition, Cengage Learning India pvt. ltd, 2011
10. Soft skills and professional communication, Francis Peters SJ, 1st Edition, McGraw Hill
Education, 2011
11. Effective communication, John Adair, 4th Edition, Pan Mac Millan, 2009
12. Bringing out the best in people, Aubrey Daniels, 2nd Edition, McGraw Hill, 1999

JNTUH B.Pharmacy I year English Syllabus

JAWAHARLAL NEHRU TECHNOLOGICAL UNIVERSITY

HYDERABAD

B. PHARMACY I YEAR COURSE STRUCTURE AND SYLLABUS

Effective from Academic Year 2017-18 Admitted Batch  

COMMUNICATION SKILLS - LAB 

B. Pharm. I Year I Sem                                     L T P C  0 0 2 1

The following learning modules are to be conducted using wordsworth® English language lab software

Basic communication covering the following topicsMeeting People
Asking Questions
Making Friends
What did you do?
Do’s and Dont’s

Pronunciations covering the following topicsPronunciation (Consonant Sounds)
Pronunciation and Nouns
Pronunciation (Vowel Sounds)

Advanced LearningListening Comprehension / Direct and Indirect Speech
Figures of Speech
Effective Communication
Writing Skills
Effective Writing
Interview Handling Skills
E-Mail etiquette
Presentation Skills  

JNTUH B.Pharmacy I year English Syllabus