Unit 1: Communication Skills-II (Effective Communication)
Assessment Time
A. Select the correct option.
1. .................................... refers to explaining things in a brief yet comprehensive manner.
a. Conciseness
b. Clarity
c. Concreteness
Answer: a. Conciseness
2. .................................... is also about avoiding the use of complex words, sentences, and confusing language.
a. Fluency
b. Accuracy
c. Clarity
Answer: c. Clarity
3. The most significant benefit of using effective communication techniques is that it .................................... .
a. Helps us earn more
b. Makes us famous
c. Improves our relationships
Answer: c. Improves our relationships
4. .................................... refers to the situation or environment in which the message is delivered.
a. Content
b. Process
c. Context
Answer: c. Context
5. .................................... refers to communication that is believable and credible, in order to create trust between the communicators.
a. Concreteness
b. Conciseness
c. Completeness
Answer: a. Concreteness
B. Fill in the blanks.
1. Even if you disagree with the receiver, it is essential for you to understand and respect his point of view.
2. Content refers to the language that has been used in the message.
3. We often subconsciously trust the accuracy of non-verbal behaviours more than verbal expressions.
4. To be coherent, all sentences in written communication should be connected and be relevant to the main topic.
5. Effective communication allows the people involved to build trust and remove nay negative emotions
C. Answer the following questions.
1. What are the key factors of effective communication?
Answer: The effective communication consists of the following key factors:
• Content: This refers to the language that has been used in the message. We all interpret the meaning of words differently. Hence, even simple messages can be misunderstood. Some words have different meanings depending on the context, which may confuse at times. To make communication effective, construct proper sentences and use the right words.
• Process: It refers to the way the message is delivered — the non-verbal elements in the speech like the tone of voice, gesture, body language, and the state of mind can be identified during communication. We often subconsciously trust the accuracy of non-verbal behaviours more than verbal expressions. Only 7% interpretation of spoken communication comes from words alone, 55% comes from body language, and 38% comes from intonation. Hence, effective communication happens only when the verbal messages is consistent with the tone and body language
• Context: It refers to the situation or environment in which the message is delivered, including the physical environment (e.g., noisy or quiet room, mall, hospital, etc.), culture factor (e.g., international cultures, organisational cultures, etc.), and developmental factors (e.g., the age of the speaker and the receiver). Communication should be adapted as per the context to make it impressive.
C. Answer the following questions.
1. What are the key factors of effective communication?
Answer: The effective communication consists of the following key factors:
• Content: This refers to the language that has been used in the message. We all interpret the meaning of words differently. Hence, even simple messages can be misunderstood. Some words have different meanings depending on the context, which may confuse at times. To make communication effective, construct proper sentences and use the right words.
• Process: It refers to the way the message is delivered — the non-verbal elements in the speech like the tone of voice, gesture, body language, and the state of mind can be identified during communication. We often subconsciously trust the accuracy of non-verbal behaviours more than verbal expressions. Only 7% interpretation of spoken communication comes from words alone, 55% comes from body language, and 38% comes from intonation. Hence, effective communication happens only when the verbal messages is consistent with the tone and body language
• Context: It refers to the situation or environment in which the message is delivered, including the physical environment (e.g., noisy or quiet room, mall, hospital, etc.), culture factor (e.g., international cultures, organisational cultures, etc.), and developmental factors (e.g., the age of the speaker and the receiver). Communication should be adapted as per the context to make it impressive.
2. Why is the content of a message important?
Answer: This refers to the language that has been used in the message. We all interpret the meaning of words differently. Hence, even simple messages can be misunderstood. Some words have different meanings depending on the context, which may confuse at times. To make communication effective, construct proper sentences and use the right words.
3. What are the 7 C's of communication?
Answer: This refers to the language that has been used in the message. We all interpret the meaning of words differently. Hence, even simple messages can be misunderstood. Some words have different meanings depending on the context, which may confuse at times. To make communication effective, construct proper sentences and use the right words.
3. What are the 7 C's of communication?
Answer: The 7 C's, also known as the seven principles of communication, help us to focus our thoughts and ideas for effective communication. These principles serve as a checklist to communicate more effectively and are applicable for both verbal as well as non-verbal communication. The information being conveyed through communication should be:
• Clear:
Constructing the message is the first step in any communication. It must be as transparent as possible. Clarity is also about avoiding the use of complex words, sentences, and confusing language.
→ The message can be conveyed effectively if the sender has clarity in his thoughts.
→ The message should be easily understood by the receiver; this will happen when the purpose of communication is clear.
→ The message should have a single goal and not a mixture of ideas.
• Concise:
Conciseness refers to explaining things in a brief yet comprehensive manner. Adding unnecessary details make our communication ineffective. The fewer the words, the more impressive and effective is the communication. Avoid fillers like 'sort of', 'like', 'basically' to make the speech impressive.
→ The message must be precise and to the point.
→ Short and brief messages should be used to maintain the receiver's attention.
→ Every word used should be meaningful and of interest to the receiver.
• Concrete:
Concreteness refers to communication that is believable and credible, in order to create trust between the communicators. Concrete communication is being specific and clear, rather than being vague and general.
→ The message should be supported by facts and figures to eliminate any doubt in the receiver's mind.
→ In case of written communication, citations, or references of the source of information must be given to increase credibility.
• Correct:
Accuracy is an important element of communication. It avoids miscommunication and mistrust, and creates a positive image in the mind of the receiver.
→ Correct language, i.e., grammar, vocabulary, and sentence construction should be used to ensure a proper response.
→ While writing, correct spelling and punctuation should be applied.
→ The facts and figures used should be accurate.
• Coherent:
A coherent message is logical and makes sense to the receiver. All sentences in written communication should be connected and be relevant to the main topic. Coherence deals with the fluency of communication. Without coherence, the receiver of the message will lose track of what you want to convey.
To ensure that your communication is coherent:
→ Check if the message organised logically has a smooth flow and a proper sequence.
→ Check that you have not tried to cover too many points and not deviated from the main topic.
• Complete:
A complete message will have all the information the receiver needs to know. To ensure that a message is complete, it is essential to think of the questions the receiver might have when he receives the message. The message should address these questions:
→ We must ensure that all relevant information is conveyed through the message.
→ It should answer all the queries in the mind of the receiver to obtain a better response and understanding from him.
→ Usually in formal communication, the sender is also required to convey what action needs to be taken by the receiver as a result of the conversation.
• Courteous:
The message should convey respect for the receiver.
→ The feelings and views of the receiver along with his knowledge, experience, and age, must be considered. It shows respect for the receiver.
→ The receiver should be addressed in a friendly and courteous manner by using respectful terms or gestures.
→ One must be sensitive to the culture and background of the receiver, especially when communicating with people from different ethnicities.
→ Even if you disagree with the receiver, it is essential for you to understand and respect his point of view.
• Clear:
Constructing the message is the first step in any communication. It must be as transparent as possible. Clarity is also about avoiding the use of complex words, sentences, and confusing language.
→ The message can be conveyed effectively if the sender has clarity in his thoughts.
→ The message should be easily understood by the receiver; this will happen when the purpose of communication is clear.
→ The message should have a single goal and not a mixture of ideas.
• Concise:
Conciseness refers to explaining things in a brief yet comprehensive manner. Adding unnecessary details make our communication ineffective. The fewer the words, the more impressive and effective is the communication. Avoid fillers like 'sort of', 'like', 'basically' to make the speech impressive.
→ The message must be precise and to the point.
→ Short and brief messages should be used to maintain the receiver's attention.
→ Every word used should be meaningful and of interest to the receiver.
• Concrete:
Concreteness refers to communication that is believable and credible, in order to create trust between the communicators. Concrete communication is being specific and clear, rather than being vague and general.
→ The message should be supported by facts and figures to eliminate any doubt in the receiver's mind.
→ In case of written communication, citations, or references of the source of information must be given to increase credibility.
• Correct:
Accuracy is an important element of communication. It avoids miscommunication and mistrust, and creates a positive image in the mind of the receiver.
→ Correct language, i.e., grammar, vocabulary, and sentence construction should be used to ensure a proper response.
→ While writing, correct spelling and punctuation should be applied.
→ The facts and figures used should be accurate.
• Coherent:
A coherent message is logical and makes sense to the receiver. All sentences in written communication should be connected and be relevant to the main topic. Coherence deals with the fluency of communication. Without coherence, the receiver of the message will lose track of what you want to convey.
To ensure that your communication is coherent:
→ Check if the message organised logically has a smooth flow and a proper sequence.
→ Check that you have not tried to cover too many points and not deviated from the main topic.
• Complete:
A complete message will have all the information the receiver needs to know. To ensure that a message is complete, it is essential to think of the questions the receiver might have when he receives the message. The message should address these questions:
→ We must ensure that all relevant information is conveyed through the message.
→ It should answer all the queries in the mind of the receiver to obtain a better response and understanding from him.
→ Usually in formal communication, the sender is also required to convey what action needs to be taken by the receiver as a result of the conversation.
• Courteous:
The message should convey respect for the receiver.
→ The feelings and views of the receiver along with his knowledge, experience, and age, must be considered. It shows respect for the receiver.
→ The receiver should be addressed in a friendly and courteous manner by using respectful terms or gestures.
→ One must be sensitive to the culture and background of the receiver, especially when communicating with people from different ethnicities.
→ Even if you disagree with the receiver, it is essential for you to understand and respect his point of view.
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