SELF LEARNING MODULE 1 CHAPTER 1

COMMUNICATION SKILLS

TeamglobalKautilya Learning Academy of Professionals

SELF LEARNING MODULE 1 CHAPTER 1

CONTENT
Objectives.

Definition.

Types of communication.

Blunders in Communication-Nokia & Enron.

Importance of Communication-its Dos and Dont.

Interpersonal skills-its uses and importance.

Assertive Communication-its importance & goals.

Learnings.
2
Test Yourself.

TeamglobalKautilya Learning Academy of Professionals

SELF LEARNING MODULE 1 CHAPTER 1

LEARNING OBJECTIVES
Recognize the importance of communication in gaining a
better understanding of yourself and others.

Able to understand the communication process.

Types of communication and their impact.

Knowing the dos and don'ts of the communication.

Benefits gained through interpersonal communication.

TeamglobalKautilya Learning Academy of Professionals

SELF LEARNING MODULE 1 CHAPTER 1

WHAT IS COMMUNICATION?

Communication is an art of transmitting

information, ideas and attitudes from one

person to another. or

Communication is the process of meaningful

interaction among human beings.

TeamglobalKautilya Learning Academy of Professionals

SELF LEARNING MODULE 1 CHAPTER 1

TYPES OF COMMUNICATION
Personal or Intra-personal Communication- individual
communicate in his/her mind.

Interpersonal Communication- involves interaction

between two persons, or group.

TeamglobalKautilya Learning Academy of Professionals

SELF LEARNING MODULE 1 CHAPTER 1

Organizational Communication

Mass Communication- is for disseminating news about

the organization to the stakeholders and to public.

TeamglobalKautilya Learning Academy of Professionals

SELF LEARNING MODULE 1 CHAPTER 1

Social Communication- occurs when people interact

with one another in groups outside the organization.

Transformational Communication- goes beyond

transactional or interpersonal communication.

TeamglobalKautilya Learning Academy of Professionals

SELF LEARNING MODULE 1 CHAPTER 1

Corporate Communication- is the way in which

company builds and keep contacts.

Group Communication- occurs when meetings are

held for face-to-face discussions.

TeamglobalKautilya Learning Academy of Professionals

SELF LEARNING MODULE 1 CHAPTER 1

BLUNDERS IN COMMUNICATION
NOKIA:

For more than a decade, Nokia was the worlds largest

mobile-phone manufacturer. But when the Smartphone became
the next big thing within the mobility market, the company lost
its competitive edge. According to an in-depth account of why
Nokia has struggle to turn its good ideas into products, much
of the problem stems from habits of communication that favour
unfocused discussions about strategy over clear plans to bring
new phone models to market. 9

TeamglobalKautilya Learning Academy of Professionals

SELF LEARNING MODULE 1 CHAPTER 1

ENRON:

A scholarly investigation into the problems that led

to Enrons collapse pinpointed several communication-
based leader responsibilities that senior managers failed
to meet responsibilities such as communicating
appropriate values and maintaining openness to signs
of problems.

10

TeamglobalKautilya Learning Academy of Professionals

SELF LEARNING MODULE 1 CHAPTER 1

Why is it important to
communicate well?
Communication is key to your successin relationships, in the
workplace, as a citizen of your country, and across your lifetime.
Your ability to communicate comes from experience, and
experience can be an effective teacher.
Co-ordination of work is impossible and the organization will
collapse for lack of communication.
Every act of communication influences the organization in some
way or other. 11

TeamglobalKautilya Learning Academy of Professionals

SELF LEARNING MODULE 1 CHAPTER 1

ESSENTIALS OF COMMUNICATION-DOS
Always think ahead about what you are going to say

Use simple words and phrases that are understood by

everybody

Increase your knowledge on all subjects you are required to

speak

Speak clearly and audibly

Check twice with the listener whether you have been

understood accurately or not 12

TeamglobalKautilya Learning Academy of Professionals

SELF LEARNING MODULE 1 CHAPTER 1

In case of an interruption, always do a little recap of what

has been already said

Always pay undivided attention to the speaker while

listening

While listening, always make notes of important points.

Always ask for clarification if you have failed to grasp

other's point of view.

Repeat what the speaker has said to check whether you

have understood accurately.
13

TeamglobalKautilya Learning Academy of Professionals

SELF LEARNING MODULE 1 CHAPTER 1

ESSENTIALS OF COMMUNICATION
DON'TS
Do not instantly react and mutter something in anger.

Do not use technical terms & terminologies not

understood by majority of people.

Do not speak too fast or too slow.

Do not speak in inaudible surroundings, as you wont be

heard.

14

TeamglobalKautilya Learning Academy of Professionals

SELF LEARNING MODULE 1 CHAPTER 1

Do not assume that everybody understands you.

While listening do not glance here and there as it might

distract the speaker

Do not interrupt the speaker.

Do not jump to the conclusion that you have understood

every thing

15

TeamglobalKautilya Learning Academy of Professionals

SELF LEARNING MODULE 1 CHAPTER 1

INTERPERSONAL COMMUNICATION SKILLS

Interpersonal Communication is a social process
involving understanding and transfer of information from
one person to others.

16

TeamglobalKautilya Learning Academy of Professionals

SELF LEARNING MODULE 1 CHAPTER 1

WHAT IS INTERPERSONAL COMMUNICATION

SKILLS

This is direct, face-to-face communication which

occurs between two persons. It is essentially a dialogue
or a conversation between two or more people.

Interpersonal communication may be:

Focused Interactions

Unfocused Interactions
17

TeamglobalKautilya Learning Academy of Professionals

SELF LEARNING MODULE 1 CHAPTER 1

INTERPERSONAL COMMUNICATION SKILLS

Interpersonal Skills are critical to good communication.
Lets have a look at some great tips for better interpersonal
communication skills:
Smile
First Listen
Be Enthusiastic
Questions
Be Assertive
Be Interested

Relax
18

TeamglobalKautilya Learning Academy of Professionals

SELF LEARNING MODULE 1 CHAPTER 1

USES OF INTERPERSONAL COMMUNICATION

SKILLS
Give and collect information.

Influence the attitudes and behaviors of others.

Form contacts and maintain relationships.

Make sense of the world and our experiences in it.

Express personal needs and understand the needs of others.

Give and receive emotional support.

Make decisions and solve problems.

19

TeamglobalKautilya Learning Academy of Professionals

SELF LEARNING MODULE 1 CHAPTER 1

ASSERTIVE COMMUNICATION
Definition

An honest, direct and appropriate expressions of

ones feelings, thoughts and beliefs.

20

TeamglobalKautilya Learning Academy of Professionals

SELF LEARNING MODULE 1 CHAPTER 1

WHY ASSERTIVENESS IS IMPORTANT?

Assertive Communication involves respect for the
boundaries of oneself and others.

Assertiveness is the ability to express our needs and

rights, positive and negative feelings without violating
others rights and limits of others.

Assertiveness increases our ability to reach these goals

while maintaining our rights and dignity.
21

TeamglobalKautilya Learning Academy of Professionals

SELF LEARNING MODULE 1 CHAPTER 1

GOALS OF ASSERTIVE BEHAVIOR

To get and give respect.

To ask for fair play.

To leave room for compromise when the needs and

rights of two people conflict.

To communicate and develop mutuality in relationships.

22

TeamglobalKautilya Learning Academy of Professionals

SELF LEARNING MODULE 1 CHAPTER 1

LEARNINGS
The module has briefly acquainted you with the dynamic nature of
communication.

The definition of communication tells you that in communication you deal

with ideas.

As a part of an organization, you will have to conduct yourself responsibly,

not only in face-to-face situations with bosses and subordinates but also
with people from different backgrounds and organizations.

Successful communication transmits values, attitudes, and feelings through

properly chosen words.

23

TeamglobalKautilya Learning Academy of Professionals

SELF LEARNING MODULE 1 CHAPTER 1

TEST YOURSELF:
When I think of communicating with someone, I
generally focus on the......?

a. Correctness of speech

b. Content

c. how and what of the presentation

24

TeamglobalKautilya Learning Academy of Professionals

SELF LEARNING MODULE 1 CHAPTER 1

TEST YOURSELF:
Before I communicate, I think about what the person
needs to know, and how best to convey it......?

a. Not at All

b. Rarely

c. Sometimes

d. Often

e. Very Often
25

TeamglobalKautilya Learning Academy of Professionals

SELF LEARNING MODULE 1 CHAPTER 1

TEST YOURSELF:
I try to help people understand the underlying concepts
behind the point I am discussing. This reduces
misconceptions and increases understanding?

a. Not at All

b. Rarely

c. Sometimes

d. Often

e. Very Often 26

TeamglobalKautilya Learning Academy of Professionals

SELF LEARNING MODULE 1 CHAPTER 1

27

TeamglobalKautilya Learning Academy of Professionals