February 2009

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Journal of
School Social Work
A National School Social Work monthly dedicated to networking of parents and teachers.
Volume V Issue 9 Contents February 2009

Page
Editorial 02
Communication Skills for
Students Madhavi K 03
Breaking Bad News:
A Complex Task Dr. Janet Parameshwara 07
Improving Communication
Skills PerumalsamyR 12
Communication and Dr Muralidhar D
Human Relations Janakiraman K’ 14
Healthy Communication and Dr Dhanasekarapandian
Happy Family Sinu E 17
Developing Communication Dr Bigi Thomas
Shivani Mishra 19
Communication Skills:
Need of the Hour Sathyamurthi K 24
Honorary Special Editor: Dr Vijay Durga Prasad V , MBA, PhD,
Associate Professor, Department of Business Administration,
P.G .Centre, P. B. Siddhartha College of Arts and Science
Vijayawada – 520010
Focus: Communication Skills
Journal of School Social W ork,
8 (New 14), Sridevi Colony, Seventh Avenue, Ashok Nagar, Chennai 600 083
Mobile: 98406 02325 E-mail: jssw.india@gmail.com
Note: Contributors’ views are not necessarily the official view of the Journal.
Journal of SCHOOL SOCIAL WORK February 2009
Editorial The Shape of Thought
Honorary Special Editor
Dr Vijay Durga Prasad V, MBA, PhD,
Associate Professor
Department of Business Administration,
P.G .Centre, P. B. Siddhartha College of Arts and Science
Vijayawada – 520010
Communication is the process of taken. When people hold their own
creating and sharing clear ideas. It corner and treat every move by the
becomes effective when the other person as an attack it is no
delivery is accurate, clear and better than a boxing match with
productive. Like currency, ideas competing options.
too, come in large or small Adversarial conversation and
denominations and have a value that argument actually stop exploring
can change with time. The value of and discovering ideas. And the
an idea lies in its meaning whereas quality of communication or
a fact is judged by its accuracy. conversation rapidly worsens.
Most important aspect of effective People are too busy defending
communication is stating the themselves, too frightened and too
objective clearly at the outset. It battle-fatigued to do any better.
prepares the listener to understand Communication is the means to trade
the speaker‘s intention. ideas and to create shared
Effective communication is well meaning. All the different modes of
structured with equal importance to communication – interviews,
both problems and their solutions. presentations, written documents,
Communication takes up time which the electronic means of
is a non-renewable resource. communications namely, e-mail,
Hence, effective communication SMS, picture messages, blogs,
means presenting maximum social networks and youtubes are
information in minimum time. variations of this central mode.
Communication is a way of finding Modes of communication have
common ground. If the speaker and progressed from smoke signals to
listener have a common interest then mobile phones but have skills or
the communication will be well their need, per se, changed?
Focus Communication Skills for Students
Madhavi K*
*Madhavi K, Ph.D Research Scholar in Social Work, Mother Teresa Women’s
University, Kodaikanal. M.Phil in Social Work with specialisation in Community
Development from Madras School of Social Work.
Introduction interaction and interpretation of any
The phrase ‘communication’ is subject. Developing skills for
derived from the Latin word effective communication helps the
‘communus’ which means common, communicator and the recipient to
namely sharing of ideas and views avoid misinterpretation and ensure
in common (1). a smooth arrival at vital conclusions.
Soft skills It is not always a quick process. It
In the fast phase of development in requires one to keep oneself
society, acquisition of soft skills has informed of the current affairs and,
become essential. Communication the subject/ context of the
skill has become one of the most information required. The concept
essential requirements in the of skill has ascended to a new level
emergence and sustenance of to embrace not only competencies
human relations. It is mainly through but also abilities, aptitudes,
speech and language that a person dispositions, and attitudes (2).
can communicate his thoughts, Purpose of communication
feelings and intentions to one We need good communication
another. It is a social process vital skills at least for three inter-related
to the functioning of any group, purposes.
organization and society. In other 1.For conveying precise
words, communication skills have information. The teacher, for
gained importance everywhere, example has to pass on a lot of
from the market place to the necessary information to the
corporate world. students and to stimulate their
Communication is a two-way thinking. Likewise the student also
process where the purpose is has to prove his knowledge while
interpreted in the same manner answering questions in a test.
between the communicator and the 2.An extension of the above point
recipient. It is much needed for is finding solution to a problem.
We may call this as therapeutic No person, however gifted, is
communication. talking at his best unless he likes
3.Just for the fun of it. For example, the people he is talking to, and
we derive a lot of pressure by knows that they like him; then he is
telling a joke and raising inspired, almost as the poet is.
appreciative laughter. Stephens’ views make it clear that
Mistakes need not deter unless we care for our listeners, our
Do not be afraid to make mistakes. communication will not be effective.
President Bush is well known for his Thus attitude is an important factor.
gaffe, sometimes called Bushism The necessity of knowledge cannot
(3). Here is an example of one of be overemphasized. In 1976 a
his alleged gaffes: “Almost 90% of debate took place between Gerald
our imports come from abroad” Ford and Jimmy Carter, the US
(From where else can they come?). Presidential candidates. A serious
But gaffes did not stop Bush from gaffe committed by Ford that time
being elected President twice! Even cost him dearly. He exposed his
the world-famous magazine own naiveté by saying that Poland,
Reader’s Digest makes mistakes. Romania and some other Eastern
In its January 1971 issue it had spelt European Countries were not being
Transactional Analysis (TA is a set influenced by the USSR! This
of Communication Techniques) as statement was considered a sad
Transitional Analysis (4). exposure of Ford’s political
The KAP triangle ignorance. Regarding practice Harry
Knowledge, attitude and practice Emerson Fosdick (6), one of the
play an important role in most eloquent speakers in America,
communication. Here is what has stated, it took him 10 hours to
James Stephens says (5): “If prepare a 10-minute talk and 20
someone asks what makes a good hours for a 20-minute talk. This
talker, I’d answer very simply that a shows the importance of careful
good listener makes a good talker. preparation of one’s (especially)
And what then is a good listener? A formal communication.
good listener is one who likes the The therapeutic aspect
person who is talking.” This listening Communication skills also mean
with affection is creative listening. avoiding certain types of
communication that could produce desirable attitude that we may adopt
abnormal mental conditions in the while talking to others. What is
listener. For, example, Coleman (7) required is an ‘I am OK, You are
refers to double bind communication OK’ attitude (8).
that is, blaming a person severely Non-verbal and graphic
and repeatedly for whatever he or communication
she does – good or bad – which Check your diagrams repeatedly
could produce mental illness. The and make sure that the lettering is
same author also refers to perfect, especially because the
communication that undermines the computer tends to err in
authenticity of the listener, that is unexpected ways. For example, in
rejecting his or her good ideas a recent advertisement given by a
repeatedly. Equally undesirable is Japanese concern, a part of the
communication that labels or brands world map had been printed upside
an individual. These are all down.
unhealthy forms of communication Conclusion
that should be avoided. If we pay close attention we can
TA and self-analysis improve our communication pattern
The technique of TA developed by and achieve reasonable success in
Eric Berne asks us to examine our most of our endeavours.
own communication pattern: Are we Communication may be short, still
speaking most of the time like a effective. Thirukkural is short in
stern Parent, a helpless Child or a length, but long on wisdom. It is an
mature Adult? The last is the most example worth emulating.
References:
Coleman, T.C (1982): Abnormal Psychology and Modern Times, Taraporevala
Sons and Company Limited. Bombay.
Bush Gaffes, Business Line, 14 February 2001, p. 24
Kathiresan and Radha (2007): Principles of Management, Prasanna Publishers,
Chennai.
Rao V.K. (2003): Vocational Education, APH Publishing Corporation, New Delhi.
Reader’s Digest, January 1971, p. 68.
Reader’s Digest, April 1960, p. 126.
Reader’s Digest, April 1958, p. 53.
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Focus Breaking Bad News: A Complex Task
Janet Parameshwara*
*Dr. Janet Parameshwara, Head, Department of Social Work, Kidwai Memorial
Institute of Oncology, Dr M H Marigowda Road Bangalore - 29
Introduction psychological concerns with

Effective communication skill in patients is likely to have a beneficial
clinical practice is the key to effect on patient outcomes,
assessing, informing, and physicians often address these
supporting patients adequately. concerns only when their patients
Unfortunately, health care bring up these topics.
professionals do not always Clinical skill
possess this skill in adequate Communication is a core clinical
measure. skill; it is not simply being nice to
Components patients or being patient-centered
In the last two decades, research but an essential component that
efforts have focused on determines our clinical
communication skills to be taught effectiveness. There is little point in
and on training techniques to be being factually excellent if
used. In this context, key communication difficulties prevent
communication skills (open us from understanding the patient’s
directive questions; focus on and version or providing a plan that the
clarification of psychological patient can understand and feel
aspects; empathic statements; and committed to put into action. Our
educated guesses) have been communication skills, knowledge
shown to improve patients’ base and problem solving ability
disclosure of psychosocial together represent the very
concern, whereas other essence of clinical practice – all
communication strategies (directive three are required to be an effective
questions, general inquiries, and communicator.
premature advice and reassurance) Non-verbal components
have been found to inhibit However, breaking bad news is
disclosure. Although studies have also a complex communication
indicated that discussing task. In addition to the verbal
component of actually giving the bad news are to:
bad news, it also requires other à Determine the patient’s
skills. These include knowledge and expectations and
à Responding to patients’ readiness to hear the bad news.
emotional reactions. àProvide intelligible information in
àInvolving the patient in decision- accordance with the patient’s
making. needs and desires.
àDealing with the stress created à Support the patient by
by patients’ expectations for cure. employing skills to reduce the
àInvolvement of multiple family emotional impact and isolation
members. experienced by the recipient of
àThe dilemma of giving hope bad news
when the situation is bleak. àDevelop a strategy in the form
The complexity of the interaction can of a treatment plan with the input
sometimes create serious and cooperation of the patient.
miscommunications such as Ethical and legal imperatives
patients’ misunderstanding, Principles of informed consent,
overexpectations of treatment or patient autonomy, and case law
involvement in treatment planning. have created clear ethical and legal
A definition of bad news obligations to provide patients with
Bad news may be defined as ‘any as much information as they desire
information which adversely and about their illness and its treatment.
seriously affects an individual’s view Physicians may not withhold
of his or her future’. Breaking bad medical information even if they
news to cancer patients is inherently suspect it will have a negative effect
aversive, described as ‘hitting the on the patient. Yet a mandate to
patient over the head’ or ‘dropping disclose the truth, without regard or
a bomb’. Breaking bad news can concern for the sensitivity with which
be particularly stressful when the it is done can result in the patients
clinician is inexperienced, the being as upset as if they were lied
patient is young, or there are limited to. As has been aptly suggested,
prospects for successful treatment. the practice of deception cannot
Objectives instantly be remedied by a new
The primary objectives of breaking routine of insensitive truth telling.
A learned skill improvement. In a simulation, a
Research shows that scenario can be repeated as
communication is a skill that can be necessary, interrupted, or modified
learned. Like anatomy and to provide an opportunity to practice
physiology, the principles of different techniques in a non
communication skills can be confrontational setting. The student
delivered through didactic means receives real-time feedback on her
such as tutorials and lectures, performance from her peers, the
textbooks, and other aides, like facilitator, and, most importantly, the
CD-ROMS and web sites. The ‘patient’. Actors can assume a
skills of good communication need variety of emotions to suit the
refining and practicing through teaching session, such as being
experience. angry, tearful, or in denial. This
Learning through simulation broadens the experience for
Practicing communication skills in participants, who can then adjust
a structured setting allows for their communication techniques to
feedback from the object of the suit different circumstances.
communication that cannot be Robert Buckman’s six step
achieved through experience or a protocol for breaking bad news-
didactic session. This is especially SPIKES.
so when it comes to highly emotive Setting up the interview
areas of communication, where àHealth care providers should
nuances of verbal and nonverbal take adequate precaution to
communication are important; in arrange for some privacy.
such areas, feedback can only be àInvolve significant others of the
obtained through practice with a live patient before starting the interview.
human being. While observing a àSitting down relaxes the patient.
senior clinician communicating with àAvoid barrier between the patient
a distressed patient may be and health care providers.
feasible for many, such encounters, àEye contact and touching the
apart from intruding on the intimacy patient establish connection with
of the distressing experience for the the patient.
patient, cannot be directly à Time constraints and
experienced or repeated for further interpretations are needed.
Perception the patient.
This will help to accomplish the àTry to use nontechnical words
important task of determining if the such as ‘spread’ instead of
patient is engaged in denial or ‘metastasized’ and ‘sample of
wishful thinking. omission of tissue’ instead of ‘biopsy.’
essential but unfavourable medical àAvoid excessive bluntness as
details of the illness, or unrealistic it is likely to leave the patient
expectation of treatment. isolated and later angry, with a
Invitation tendency to blame the messenger
Find out how much the patient wants of the bad news.
to know or obtain the patient’s à Provide information in small
invitation. While a majority of chunks and check periodically as
patients express a desire for full to the patient’s understanding.
information about their diagnosis, à When the prognosis is poor,
prognosis, and details of their avoid using phrases such as
illness, some patients do not. When ‘there is nothing more we can do
a clinician hears a patient express for you’.
explicitly a desire for information, it Empathic responses
may lessen the anxiety associated Patient’s emotional reactions may
with divulging the bad news. vary from silence to disbelief,
However, shunning information is a crying, denial, or anger. When
valid psychological coping patients get bad news their
mechanism and may be more likely emotional reaction is often an
to be manifested as the illness expression of shock, isolation, and
becomes more severe. Discussing grief. In this situation the health care
information disclosure at the time of providers can offer support and
ordering tests can cue the physician solidarity to the patient by making
to plan the next discussion with the an empathic response.
patient. Strategy and summary
Knowledge Health care providers need to
Sharing the Information and giving synthesize the patients’ concerns
knowledge to the patient: and medical issues into a concrete
à Start at the level of plan that can be carried out in the
comprehension and vocabulary of patients’ system of health care.
àOutline a step- by -step plan. What still needs to be investigated
àExplain it to the patient. is the impact of those changes on
àContract about the next step. patient outcomes, such as
àBe explicit about next contact satisfaction, perception of the
with the patient. physician’s performance, distress,
Benefits of training and compliance. Recent results of
Communication skills training a communication skills training
programmes have shown their programme (two 4-hour sessions)
benefits in terms of: stressed the difficulty of improving
à Changes in health care patient satisfaction with the
providers’ attitudes and beliefs. interviews and longer and more
àImproved physician recognition intensive programmes lead to
of patients’ psychosocial significant behavioural changes.
problems. Conclusion
àPhysicians’ acquisition of new Acquiring skills is not sufficient as
skills. much as practise and consolidation
There is now some indication that of follow-up sessions to facilitate
learner-centered, skills-focused, maintenance of newly acquired
practice-oriented techniques are a skills and their transfer into the
good adjunct for conducting clinical practice.
workshops.
References:
Miller S.M (1995): Monitoring Versus Blunting Styles of Coping with Cancer.
Influence the Information Patients Want and Need about Their Disease.
Implications for Cancer Screening and Management. Cancer 1995;76;167-177,
Buckman R, Korsch B, Baile WF (1998): A Practical Guide to Communication
Skills in Clinical Practice. Medical AV Communications, CD-ROM, Toronto .
Maguire P, Fairbairn S, Fletcher C (1986): Consultaion Skills of Young Doctors:
Benefits of Feedback Training in Interviewing as Students Persist. BMJ 1986;
292:1573-1576
Lipkin M , Frankel RM, Bukman HB et al. (1955): The Structure and Process of the
Medical Interview. Performing the interview. In; Lipkin M, Putnam SM, Laxare A,
eds, The Medical Interview Clinical Care, Education and Research. New York:
Springer –ver lag, 1955; 65-82

Focus Improving Communication Skills
Perumalsamy R*
*Perumalsamy R, Lecturer in commerce Department, Bharathiar university
college, valparai, Coimbatore.-642127.
We are surrounded by many monotone. Your pitch should raise
and lower. Your volume should be
people with whom we have to work
soft and loud. Listen to TV news
to get things done. Our ability to
communicate with clients, anchor; take notes.
4.Enunciate your words. Speak
customers, subordinates, peers,
clearly. Don’t mumble. If people
and superiors can enhance our
always say, “huh,” or “Beg your
effectiveness or sabotage us. Many
pardon”, you are mumbling.
times, our verbal skills make the
difference. Improving 5.Use appropriate volume. Use a
your
volume that is appropriate for the
communication skills will improve
setting. Speak softly when you
your productivity. Here are 10 ways
are alone and close. Speak
to increase verbal efficacy at work:
louder when you are speaking to
1.Develop your voice. In fact, a
larger group.
high soft voice can make you
6.Pronounce your words
sound like a prey to an aggressive
correctly. People will judge your
co-worker who is out to make his/
competency through your
her career at the expense of
vocabulary. If you aren’t sure how
anyone else. Begin doing to say a word, don’t use it.
exercises to lower the pitch of your
7.Use the right words. If you’re not
voice. Practice this and, after a
sure of the meaning of a word,
period of time, your voice will
don’t use it. Learn a new word
begin to lower. everyday and use it in your
2.Slow down. People will conversations during the day.
perceive you as nervous and
8.Make eye contact. Maintain eye
unsure of yourself if you talk fast
contact with the listener. Don’t
but don’t slow down to the point
stare or look away. One technique
where people begin to finish your
to help with this is to consciously
sentences. look into one of the listener’s eyes
3.Animate your voice. Avoid a
and then move to the other. Going
back and forth between the two the group that one is addressing
makes your eyes appear to increases in size.
sparkle. Another trick is to imagine 10.Don’t send mixed messages.
a letter ‘T’ on the listener’s face with Match your words, gestures, facial
the cross bar being an imaginary expressions and tone with the
line across the eye brows and the message. Disciplining an
vertical line coming down the employee while smiling sends a
center of the nose. Keep your mixed message and, therefore, is
eyes scanning that ‘T’ zone. ineffective.
9.Use gestures. Make your whole If you have to deliver a negative
body talk. Use smaller gestures message, make your words, facial
for individuals and small groups. expressions, and tone match the
The gestures should get larger as message.
Bala Swarna Jwala Awards 2008-09
Journal of School Social Work annually encourages talents of school
children from standard Five to Plus Two. All nominees and awardees
will be intimated individually. Bala Swarna Jwala Awards function will
be held on 15th February 2009 at Hotel Kanchi Residency,C 40, II
Avenue, Anna Nagar West, Chennai 600040.
Gratitude
We are grateful to all the contributors whose articles had been published
and those whose papers could not be published due to space constraint.
We extend our thanks to the honorary special editor Dr Vijay Durga
Prasad V, MBA, PhD, Associate Professor, Department of Business
Administration, P.G .Centre, P. B. Siddhartha College of Arts and
Science, Vijayawada – 520010 for his timely editorial.
Our heartfelt thanks to the following subscribers:
Dr Janet Parameshwara (10 years) and Dr Arasu T T (Patron), Shri
Baskaran N, Shri Surya Tej, Smt Valliammal S, Ms Madhavi K,and
Shri Nirmal Kumar Jain (annual subscribers).
We have added two more Dream Achievers Smt Mekala and Smt
Shanthakumari R. We thank all the nominees for the Bala Swarna
Jwala Awards.
Focus Communication and Human Relations
Muralidhar D*
Janaki Raman K**
* Dr Muralidhar D, Professor, Dept of PSW, NIMHANS, Bangalore-29
** Janakiraman K, Psychiatric Social Worker, Dept of PSW, NIMHANS,
Bangalore-29
Introduction and beyond. It is through
Communication is the art and communication that collaboration
technique of using words effectively and cooperation occur.
to impart information or ideas. It has Three levels
become a field of interest to study Communication can be seen as
various forms of communications process of information transmission
such as visual communication, governed by three levels of
mass communication, and semiotic rules:
interpersonal communication. 1.Syntactic (formal properties of
Various professionals are also signs and symbols)
involved with the effective 2.Pragmatic (concerned with the
transmission of information, like relations between signs/
advertisers, mass media, expressions and their users)
journalists, social workers, 3.Semantic (study of relationships
psychiatrists and psychologists. between signs and symbols and
Process what they represent)
Communication is defined as a Therefore, communication is a
process by which we assign and social interaction where at least two
convey meaning in an attempt to interacting agents share a common
create shared understanding. This set of signs and a common set of
process requires a vast repertoire semiotic rules. Communication
of skills in intrapersonal and requires that all persons have an
interpersonal processing, listening, area of communicative
observing, speaking, questioning, commonality. This commonly held
analyzing, and evaluating. Use of rule in some sense ignores
these processes is developmental autocommunication, including
and transfers to all areas of life: intrapersonal communication via
home, school, community, work, diaries or self-talk.
Channels of communication within the system of
Channels of communication are communication
differentiated according to sources 3.Identification of roles and rules –
and destination of the message. The Through communication with
six major channels of human ‘face others, roles are mutually
to face’ communication, defined in assigned and by means of mutual
terms of their source and destination exploration agreement is
are as follows: frequently reached as to the nature
Channel Source Destination of the situation.
Speech Vocal tract Ear Traits of healthy family
Kinesics Body movement Eye Healthy communication forms the
Odour Chemical Nose basis for happy family. It is reflected
Touch Bodysurface Skin in the following traits of healthy
Observation Body surface Eye
family:
Proxemics Body placement Eye
1.The family communicates and
Nonverbal communication listens.
Nonverbal communication is the 2.The family members affirm and
process of communicating through support one another. Additionally
sending and receiving wordless
the family’s basic mood is positive.
messages such as gesture, body 3.The family teaches respect for
language or posture; facial individual members and others.
expression and eye contact, object
4.The family develops a sense of
communication such as clothing,
trust between and among its own
hairstyles or even architecture, or members.
symbols and infographics, as well 5.The family has a sense of
as through an aggregate of the humour and play.
above, such as behavioural 6.The family exhibits a sense of
communication. shared responsibility.
Contexts of communication 7.The family teaches a sense of
1.The perception of the perception right and wrong and parents or
– A social situation is established adults share a consensus on
as soon as an exchanged of important values.
communication takes place. 8.There is a strong sense of family
2.The position of the observer in which rituals and traditions
abound 14.The family has a balance of
9.The family has a shared religious interaction among its members
chore and respects religious 15.The family admits and seeks
differences help with problems that cannot be
10.The family members respect the solved among its members.
privacy of one another. Conclusion
11.The family values service to It is well said by Mignon MC
others within and outside the family Langhlin, Journalist (1963): “We hear
unit. only half of what he said to us,
12.The family fosters family table understand only half of that, believe
time and conversation and only half of that, and remember only
encourages expression of half of that.”
individual This shows the need for
13.The family shares leisure time communication skills required in
and values opportunities to spend human relationship in all stages of
time together. life of an individual.
References:
Baumeister R F and Leary M R (1995). The Need to Belong: Desire for Interpersonal
Attachments as a Fundamental Human Motivation. Psychological Bulletin 117,
497-529.
Jurgen Ruesch and Gregory Bateson (1968): Communication “The Social Matrix
of Psychiatry” The Norton Library, New York .
Parthasarathy R, Jane Henry, Bino Thomas and Renjith Pillai (2007): Psychosocial
Wellbeing of Children, Department of PSW, NIMHANS, Bangalore-29.
Robert J Campbell (2004): Psychiatric Dictionary, Eighth Edition, Oxford University
Press, New York .
Focus for Future Issues

Mar 2009 Problem Solving Dr Prakashi Rajaram (Bangalore)
Apr 2009 Coping With Anger Dr Narayana Raja (Madurai)
May 2009 Eating Disorders Dr S Visvanathan (Chidambaram)
Articles may be sent on or before 20th day of the month prior to
publication. Articles for March 2009 issue may be sent on/ before 20th
February 2009 to jssw.india@gmail.com, please. ~Ed.
Focus Healthy Communication and Happy Family
Dhanasekara Pandian R*
Sinu E**
*Dr Dhanasekara Pandian R, Asst Professor, Dept of Psychiatric Social Work,
NIMHANS, Bangalore-29
**Sinu E, Ph.D Scholar, Dept of Psychiatric Social Work, NIMHANS, Bangalore.
Introduction family relations are:
Communication is unique in every 1.Talking to each other only when
family. Happiness in the family is it is required.
determined by how people 2.Spontaneously talking against
communicate with each other. Most one another even when they are
of the problems in the family arise not encouraged.
due to faulty communication styles. 3.Parents giving two different kinds
Communication patterns are of instructions.
transmitted from one generation to 4.Discussing different issues at the
the next. So it becomes very much same time.
important for parents to know 5.Difficulty in understanding when
communication in family relations members talk.
and how to communicate healthily 6.Keep doing things when others
to be happy. talk and ignoring what they say.
Quality of communication 7.Conveying all requirement
If the parents want their children to through one member.
be successful in the career life and 8.Ignoring external suggestions.
family life, they should teach healthy 9.Bottling up emotions and not
communication pattern. Quality of expressing openly in the family.
parent-child adjustment and martial Simple communication skills
adjustment very much depend on 1.Always wear a smile.
the quality of communication. In 2.Look eye-to-eye when you talk.
1992 WHO recognized 3.Listen actively when others talk.
communication as one of the 10 life 4.Use simple words.
skills needed for school children. 5.Give simple instructions.
Faulty patterns 6.Ask for feed back at the end.
Faulty communication patterns in 7.Teach children to use ‘please’,

‘thanks’ and ‘sorry’ appropriately. your heart and when you deal with
Advanced skills yourself use your brain, because
8.Silence is better than idle talk. hot heads and cold hearts never
9.Do not interrupt while discussing solve anything.
important issues. Measuring communication
10.When turbulent issues are Following tools are available to
discussed, keep children away. measure communication pattern:
11.Make rules on who should talk 1.Parent-Adolescent
to whom and how much. Communication Scale
12.Speak freely and with ease [PACS][Barnes and Olson, 1985]
while talking to children. This will 2.The Communication Patterns
make children freely approach the Questionnaire [Christensen and
parents whenever they want. Sullaway, 1984]
13.Children should get the same 3.Family Communication Pattern
meaning (consistency) when both [McLeod and Chaffe,1972]
the parents communicate. 4.Family Interaction Pattern Scale
Remember: It is easy to talk but [Bhatti RS, 1986]
more difficult to communicate. Conclusion
14.If you can’t be right and at the Each family is unique in their
same time make the person communication and happiness.
happy, choose wisely. Listen to the heart more than
15.Learn the art of being polite listening to words. This will help in
when you communicate. the resolution of conflicts. Healthy
16.When you deal with others use communication makes family happy.
References:
Robert Baron, Donn Bryne (2004): Close Relationships: Family, Friends, Lovers
and Spouses [Chapt 8]. In: Social Psychology. 10th Edn, Pearson Education,
New Delhi.
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Focus Developing Communication
Bigi Thomas*
Shivani Mishra**
* Dr Bigi Thomas, Director i/c of Department of Social Work, S.P. University,
V.V. Nagar, Gujarat bigisuresh12@rediffmail.com
**· Miss Shivani Mishra, lecturer in Department of Social Work, S.P. University,
V.V. Nagar, Gujarat- email- mishrashivani@rediffmail.com
Introduction learn to get along with other people
Journey of a thousand miles starts and develop social skills.
with the first step. Similarly, a child’s Social skill
first words and sentences are the Good social skills require good
foundation for their lifelong communication skills. Both verbal
communications. They are the and nonverbal communication skills
platform on which a child builds decide how well students relate to
future relationships, shares their peers. Children with language
experiences and learns. problems often have trouble socially
Communication skills are important because of:
to pass information , understand àDifficulty in understanding the
others and understood by them. This words other children use.
will definitely help children to excel àDifficulty in expressing their ideas
in class, interact well with peer group in verbal form.
and do well at home. àDifficulty in finding the right words.
Reality àDifficulty in understanding jokes.
However, many children do not have àDifficulty in telling jokes.
this skill needed to learn. Without àLack current jargon or idioms that
communication skills, children their peers use.
struggle to learn, express àTrouble in keeping up the pace
themselves and build relationships. of conversations, particularly in a
While school can be a positive group.
social experience for many children, à Difficulty in entering into a
for others it can be a nightmare. conversation.
School is not only a place where Much of accurate communication
children learn reading, writing and depends on nonverbal cues and
math. It is also a place where they gestures. To communicate
competently, a child must be able prospects
to process the whole message sent àGet involved in criminal activity.
by another and integrate the verbal With identification and the right help,
and nonverbal components of the many of the children who start
message. Other children, who have school with poor communication
good language skills, may have skills will catch up. The earlier
trouble with nonverbal communication difficulties are
communication. They find it difficult identified, more quickly children
to: can be helped to catch up. If
à ‘Read’ body language, facial language difficulties are resolved by
expressions or tone of voice. the time children are 5½, they are
àInterpret words literally. likely to go on to develop good
à Miss the intended reading and spelling skills.
communication. Parental partnership
Timely help Parental involvement in their child’s
Without the right help, at the right learning process is necessary.
time, these children will be left out However, this involvement must be
and left behind - unable to benefit more than attending periodic parent-
fully from their education and denied teacher conferences and asking
the opportunity to reach their full how the child is doing in school.
potential. This can have a Parents need to understand, and
devastating impact on them, their teachers need to reiterate, that the
families and the communities in parent is one of the most important
which they live. teachers a child has. While
Children with unsupported/ curriculum improvement in the
undetected communication schools continues to dominate
difficulties and disabilities are more educational agenda, the home
likely to: environment is overlooked as
àHave academic difficulties. being influential in a child’s learning.
à Difficulty to form social Educators need to recognize that
relationships influence, and while curricula
àHave behavioural and emotional continue to improve, the integration
difficulties of communication skills at home
à Face poor employment must be considered to ensure the
child the best possible education. Finally discussion, that brings out
Communication between home and the hidden skills of children; so
school should be ongoing. This discuss more and more about what
combined effort develops a speech they’ve read, watched, observed,
and language curriculum to its and thought. Discussion about all
fullest and includes all appropriate these will construct a bridge,
individuals involved in the helping children to develop their
development: educators, parents, communication skills on one hand
and children. and befriend parents on the other.
Developing skills This leads them to share their
There’re number of ways to boost problems and analyze and solve
communication skills among others’ problems.
children, but the root of all is Role of parents and teachers
‘knowledge’ and the interpretation àEncourage your children to talk.
of words. Knowledge increases à Appreciate their opinions at
with experience, but an individual home.
cannot experience thousands of àHelp them to observe a lot.
situations in a limited time. A way to à Help them to read books,
experience thousands of feelings magazines and newspapers.
is by reading or watching. So, the àHelp children to experiment and
best way to enhance communication explore many things.
skills in children is to let them àTell stories to them.
experience maximum number of àHelp them to narrate stories.
situations and feelings, have them àBe tolerant with their mistakes.
observe a lot of scenes and let àCorrect their mistakes.
them explore the characters àTeach them to respect others
through watching television and opinions.
reading books. Reading books can à Help them to improve their
be much effective as parents can vocabulary.
provide the best books and control àBe friendly with them.
the process to a greater extent, à Teach them to express their
while chances of misusing the ideas.
television in young children looms àRemove unnecessary fears from
large. their minds
àListen to them properly. years of age develop further. They
àGive them enough time. expand their word combinations
Communication through and are able to speak in sentences,
stages of development use correct grammatical patterns,
Infancy use pronouns, articulate sounds
Touch can be a positive, clearly, and rapidly increase their
encouraging communication working vocabulary. Preschool
technique from birth through children may also understand words
adulthood. In infancy messages of they do not use themselves.
love, security, and comfort are School-age
transferred through holding, School-age children and
cuddling, gentle stroking, and adolescents appreciate giving and
patting. Infants cannot understand receiving hugs as well as getting a
the meaning of words they hear, but reassuring pat on the back or a
they can feel, interpret, and respond gentle hand resting on their hand.
to gentle, loving supportive hands Asking permission from a child is
caring for them. recommended for any contact
The development of language in beyond a casual touch.
infants follows this progression: School-age children from six to 11
crying, babbling, cooing, single years of age learn to communicate
words (mama and dadda), and their own thoughts, as well as
simple names of some objects. understand viewpoints of others.
Toddlerhood They can understand words with
Toddlers one and two years of age multiple meanings, however, words
experience the world through the describing what they have not
physical senses. Language experienced are not thoroughly
development for toddlers includes: understood. School-age children
using two-word combinations, taking have expanding vocabularies,
turns speaking and listening, using enabling them to describe ideas,
the word ‘No’frequently, and using thoughts, and feelings. Their
gestures to express needs and conversational skills refine.
desires. Adolescents
Preschool Adolescents 12 years of age and
Preschool children from three to five older are able to communicate
theories and explain them like à Paying attention without
adults would. Adolescents are able distractions and maintaining eye
to talk about and understand most contact
adult ideas. àClarifying through reflecting what
Tips to improve communication is heard (This involves using
There may be sensitive topics that similar words to express back to
adolescents will not want to discuss the speaker what was understood
with parents present, or will only about the content of the message)
want to discuss with one parent. and how it is interpreted.
Privacy and space are sometimes àShowing empathy by identifying
necessary for good communication, with the other’s feelings.
especially when communicating àListening with an open mind in
with adolescents. order to understand another
Active listening person’s point of view.
Messages must be received for Conclusion
communication to be complete. Effective parents talk with their
Listening is an essential part of children, not to them. To engage
communication. Children and children in conversation, parents
parents need to develop active can ask open-ended questions and
listening skills to be effective not judge what their children say.
listeners. Most important is giving them some
As children enter the teen years, time and a friendly environment so
reflective communication skills are that they can talk whatever they want
invaluable for them and for their with their parents. Wouldn’t that be
parents. Active listening skills better than their children seeking
involve the following: receptive ears elsewhere?
References:
DeVito, Joseph A (2005):. Human Communication. Old Tappan, Allyn & Bacon
Inc., NY.
Nixon, Caroline (2005):Primary Communication Box: Reading Activities and Puzzles
for Younger Learners. Cambridge, Cambridge University Press, UK.
Segrin, Chris, et al.(2005): Family Communication. Lawrence Erlbaum Associates,
Mahwah, NJ.
http:/www.answers.com/
http:/www.ideadesk.com/category/economics.
Focus Communication Skills: Need of the Hour
Sathyamurthi K*
* Sathyamurthi K, Lecturer, Department of Social Work, Madras School of
Social Work, Egmore, Chennai-8
Introduction to convey information for the
The ability to communicate individual.
distinguishes human beings from Types of Communication
animals. It is the ability to Communication is generally
communicate well that distinguishes classified into:
one individual from another. In order àVerbal and non-verbal
to develop these skills, one needs à Technological and non-
to first acknowledge the fact that they technological
need to improve communication àMediated and non-mediated
skills from time to time. They need à Participatory and non-
to take stock of the way they interact participatory
and the direction in which their work However, the commonly known
and personal relations are going. types of communication are:
Meaning of communication Intra-personal communication skills:
According to dictionaries the This implies individual reflection,
definition of communication skills is contemplation and meditation. One
as follows: example of this is transcendental
Communication skills include lip mediation. According to the experts
reading, finger-spelling, sign this type of communication
language for interpersonal skills and encompasses communicating with
interpersonal relations. the divine and with spirits in the form
Communication skills are the ability of prayers and rites and rituals.
to use language (receptive) and Interpersonal communication skills:
express (expressive) information. This is direct, face-to-face
Communication skills are the set of communication that occurs between
skills that enables a person to two persons. It is essentially a
convey information so that it is dialogue or a conversation between
received and understood. two or more people.
Communication skills refer to the It is personal, direct, as well as
repertoire of behaviours that serve intimate and permits maximum
interaction through words and is the process disseminating the
gestures. It maybe further classified information among the human
as: beings for the day to day existence.
Focused interactions Importance
This results primarily from an actual “Identification is one of the key
encounter between two persons. ingredients of effective
This implies that the two persons communication. In fact, unless your
are completely aware of the listeners can identify with what you
communication that happens are saying and with the way you are
between them. saying it, they are not likely to
Unfocused interactions receive and understand your
This occurs when one simply message.” This quote is the
observes or listens to persons with underlying factor that explains the
whom one is not conversing. This importance of communication skills.
usually occurs at stations and bus Communication does not depend on
stops, as well as on the street, at syntax, or eloquence, or rhetoric, or
restaurants, etc. articulation; but on the emotional
Non verbal communication skills: context in which the message is
This includes aspects such as being heard.
body language, gestures, facial Problems of communication
expressions and eye contact which àIt is the illusion that is has been
also become a part of the accomplished.
communicating process, as well as àThe right to be heard does not
the written and typed modes of automatically include the right to be
communications. taken seriously.
Mass communication à Argument is the worst sort of
This is generally identified with communication.
tools of modern mass media, which Effective communication skills
includes press, cinema, television, While it is an indisputable fact
radio, internet and other information communication forms one of the
communication technologies. It is essential bases of human existence,
a means of conveying messages yet most individuals overlook the
to an entire populace. need to refine their communication
No matter what type, communication skills, from time-to-time. Effective
communication is a must for both decreases. Interpersonal
individuals and teams. interactions generally move into a
Stages of communication third stage. Otherwise
According to the experts one can professional interactions are
communicate effectively when they generally confined to this stage.
understand the stages of The intimate stage
interpersonal communication, which This stage is mainly meant for
are explained below: conversations between friends,
The phatic stage family and relatives, where those
This is the initial exploratory stage, involved in the conversation share
which determines the course of a higher level of intimacy with each
the conversation. This begins with other. This stage of communicating
the greetings and accompanying usually entails opening one’s heart
gestures such as eye contact and and sharing rather intimate details,
the smile. In a formal encounter which are not part of professional
there is more distance between conversations.
the individuals, as compared to in Keeping in mind these stages, one
the case of an informal encounter. becomes more aware of how their
This stage is also known as the conversations should progress and
warming up stage. There is a no where they need to conclude a
meaning and intention, but just the conversation, or extend.
setting for the next level of the Communication enhancers
conversation. The ability to communicate
The personal stage effectively is a trick learnt by many,
This is the second stage in which but practiced perfectly by not too
the individuals bring a more many. This is because for most,
personal element into the communicating is a simple process.
conversation. During this stage However, it is not so, it is a rather
one generally brings down their simple-complex-networking system
social guard and begins to interact that has varied undercurrents flowing
more openly. They are ready to between the speaker and listener/
let others involved in the s.
conversation more about Given here is an interesting list of
themselves and the hesitation communication skills that one should
be aware of in order to better their à Ability to explain a concept
ability to convey their valuable differently so that all those present
messages: understand it at their level
à Claiming ownership for one’s àAbility to resolve conflicts so that
messages. it is a win-win for all
àPreparing to listen. àAbility to be concise and clear
à Encouraging the speaker to àAbility to convey thoughts in a
speak more. focused and concrete manner
àReflecting on what the speaker à Ability to confront a situation
has to say. without ruffling any feathers
à Adapting to difference of à Ability to convey with and
opinions. empathetic statement
àBeing open minded. à Ability to explain objectively
àAcknowledging differences. without evaluating
à Assessing without being àAbility to provide specific details
judgmental. supported by concrete examples
àAccepting feedback. à Ability to monitor emotional
àBeing assertive. reactions and filter out irrational
àTaking responsibility for one’s thoughts
messages. àAbility to project oneself into the
àAbility to share one’s thoughts. audience’s point of view
àSharing one’s feelings. Tips for improvement
àConveying to others a message The following are the few tips for the
without commanding or dictating good communication
terms. àMaintain eye contact with the
àBeing aware of the information audience:
coming in. This is vital as it keeps all those
à Maintaining a communication present involved in the
wheel of conclusions, emotions, conversation. It keeps them
impact and desire interested and on the alert, during
à Calm repetition to drive in a the course of the conversation.
message àBody awareness:
à Addressing people by their An individual needs to be aware
name. of all that their body is conveying
to them, as well as others. For communicator one maybe, yet the
instance, if there is anxiety rising fact is that one does face certain
during the course of a conversation barriers, from time to time, which
then one feels thirsty and there force them to work on becoming
maybe a slight body tremor. At that even more effective in their skills to
point one needs to pause and let communicate. Given here are the
someone else speak. A few deep communication barriers that occur
breaths and some water works as while listening, speaking and in the
the magic portion at this point. case of non-verbal communications.
àGestures and expressions: Listening barriers
An individual needs to be aware àInterrupting the speaker
of how to effectively use hand àNot maintaining eye contact with
gestures and the way they need to the speaker
posture their body to convey their à Rushing the speaker to
messages effectively. Sometimes complete what he/she has to say
it may happen that they verbally à Making the speaker feel as
convey something, but their though he/she is wasting the
gestures and facial expressions listener’s time
have another story to tell. àBeing distracted by something
àConvey one’s thoughts: that is not part of the ongoing
It is important for one to communication
courageously convey what they àGetting ahead of the speaker and
think. This is because when things completing his/her thoughts
are left unsaid, then what is being àIgnoring the speaker’s requests
spoken is not as convincing as it àTopping the speaker’s story with
should be. Then a lack of one’s own set of examples
confidence develops. à Forgetting what is being
àPractice effective communication discussed
skills: àAsking too many questions, for
àCommunicator should practice they sake of probing
speaking and listening skills as àSemantic barriers- same thing for
often as possible. two aspects – profit
Communication barriers àLack of coherence
No matter how good and effective a àJargon
àLanguage the words this speaks volumes.
àOrganization structure- level Thus, one needs to learn how to
à Organization position- status effectively use their body to
level communicate better.
àUnclarified assumptions Eye contact.
à Perceptual Difference – Eye contact is an important channel
Perceiving things of interpersonal communication.
àClosed minds This factor helps regulate the flow
àInattention of communication. It signals
àOne-way flow interest in others. Furthermore, eye
àFiltering of information contact with the audience
àPressure of time increases the speaker’s credibility.
àLack of receptivity It is also an important part of
Barriers while speaking effective team communication
àUnclear messages skills.
à Lack of consistency in the Varied facial expressions.
communication process Take for example, the importance
àIncomplete sentences of the smile. It is regarded as a
àNot understanding the receiver powerful cue that transmits:
àNot seeking clarifications while àHappiness.
communicating àFriendliness.
àPoor body language àMotivational.
Non verbal communication àWarmth.
includes the following aspects: àLove and affection.
Facial expressions With a gentle smile on the face one
Gestures is sending out a friendly signal,
Eye contact which is almost always
Spatial arrangements reciprocated in a positive manner.
Patterns of touch Gestures
Expressive movement Gestures are another important part
Body language of non verbal communications. If
Of all the non verbal factors one fails to use gestures while
mentioned here, one should be speaking, they tend to be
aware of body language, as beyond perceived as boring, stiff and
unanimated. A lively and animated watching movies.
teaching and speaking style Tips to imprve public speaking
captures the audience attention, at àControl stage fright
any given point. For example, àSelect the subject well
nodding the head, communicates àGather all ideas and information
positive reinforcement, indicating àOrganize the material
that the speaker is being heard. àPlan the beginning of the speech
Posture of the body àPlan the body of the speech
Other aspects of the body that are à Plan the conclusion of the
important in communicating are the speech
posture of the body; as well as the àPractice the speech
proximity being maintained. For àBring in humour, spontaneously
instance, while listening one should àCheck all arrangements
lean a little forward to show that they àBe comfortable in venue
are interested in the conversation. àKnow how to use the microphone
Public speaking àConduct a microphone check
Speaking in public tends to become before the function begins
a rather stressful task for many. In àBe ready to deal with distractions
fact, even the best of speakers tend à Be prepared to answer
to go through those few moments questions, politely avoid irrelevant
of anxiety and stage fright just questions
before getting onto the stage or Conversation skills
podium to address their audience. “Conversation is the art of never
One of the main reasons can be appearing to be a bore, of knowing
poor linguistic ability. Yet, language how to say everything interestingly,
skills can be improved if one can to entertain with no matter what, to
practice grammar and vocabulary be charming with nothing at all.”
exercises, as often as possible. Thus, communication is best
Also reading loudly in front of a achieved through simple planning
mirror helps one improve their and control.
pronunciatition. Exposure to the To ensure efficient and effective
language is also important, which conversation there are three prime
includes reading newspapers and considerations which are
books, listening to music and presentation skills, listening skills
and speaking skills. 2.Examine the true purpose of each
Presentation skills communication
According to experts in the field of 3. Consider the total physical and
communication training, human setting whenever you
presentation skills include not only, communicate
aspects relating to non-verbal 4. Consult with others
skills, etiquette and grooming, but 5.Be mindful, while your
also other factors such as listening communicate of the overtones as
and speaking. well as the basic content of your
In order to ensure effective message
communication and presentation 6.Consider the other persons
skills one needs to keep the interest
following factors in mind: 7.Follow up your communication
àAvoid ambiguity 8.Communicate for tomorrow as
àAccept feedback in order to gain well as today
confirmation and rule out confusion 9.Be sure your actions support
ABC module in public speaking your communication
Communicator should keep ‘ABC’ 10.Seek not only to be understood
in mind before communicating to the but also to understand- be a good
public during the presentation. listener.
A-Accuracy of information Group discussion
B-Brief information Research indicates more
C-Clarity and content communication occurs from body
Communicator will be able to language and the tone of a person’s
disseminate the intended voice than from what is said. In the
information to public when he/she team setting, identifying and
follows the ABC rule. addressing nonverbal cues is
Ten commandments important. As a team member or
The American Management facilitator or even a leader, be on
Association refers the following ten the lookout for people who are
commandments of good rolling their eyes, drumming their
communication fingers or avoiding eye contact, with
1. Seek to clarify your ideas before arms crossed on chest, hands on
communicating chest, diverting eyes which indicate
Journal of School Social Work English Monthly.
Registered with Registrar of Newspapers for India underNo.TNENG/2004/14389.
Postal Registration TN/CC(S) Dn/ 47 / 09 - 11
Licensed to post under WPP No. TN/CC(S) Dn/ 34/ 09 - 11.
distraction. distance between people may
Conclusion mean different things to people from
Communication is an art and different cultures. Hence an
science. It is an acquired skill as effective communication may in
well as an inborn trait, nurtured by simple words described as the
family, school and community. The ability to hear and interpret spoken/
body postures, eye contact and written words as well as accurately
understanding the nonverbal cues.
References:
Aswathappa, K. (1998). Human Resources And Personnel Management, Tata
Mcgraw-Hill Publishing Company Ltd, New Delhi.
Cooper, C. R. (1999). Multiple Selves, Multiple Worlds: Cultural Perspectives On
Individuality and Connectedness In Adolescent Development. In A. Masters
(Ed.), Cultural Processes In Child Development. New Jersey: Lawrence Erlbaum.
Debi S. Saini, Sami A.Khan (2000): Human Resources And Management -
Perspectives For The New Era, Response Books, New Delhi.
Humphries, John, (1999) Counsel People At Work : A Practical Approach To Staff
Care, Jaico Publishing House, New Delhi.
Kraut, R., S. Dumais, et al (1989): Computerization, Productivity, And Quality Of
Work Life, Communications Of The ACM 32 (1)
Silverman J, Kurtz S, And Draper J (1998) Skills For Communicating With Patients.
Radcliffe Medical Press, New York.
Information and Communication (2002): Techno Gender, Technology And Dev,
6, 1, 2002.
www.directionservice.org/cadre/foster.cfm
http://www.ascentis.com/resources.asp
http://www.adm.uwaterloo.ca/infotrac/barriersandstrategies.html, 5th january 2009.
www.tezu.ernet.in/dcompsc/alumni_inputs/
basic_communication_skills_shabbar_suterwala_leaders_workshop.ppt
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printed by T. Rajaguru at TRK Press, 39, Saidapet Road, Vadapalani,
Chennai 600026. Editor: P. Jayachandran Naidu.
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