6.

Communication

Definition:
Communication is the basic behaviour found across all animal species. It

6. SOFT SKILLS
means the transfer of ideas, feelings, plans, messages or information from
one person to another. Human language is the unique communication
system that separates humans from other animals and help them
What is communication? communicate more effectively. The term ‘communication’ is derived from
 Types of Communication
the Latin word ‘communico’ or ‘communicare’ which means ‘to share’.
 Mediums or Forms of
Communication The process of communication is considered effective only when it creates
 Soft skills Vs Hard Skills the desired action or response. For the effective communication the
process requires a sender and a receiver. In the process, the sender encodes
the message/information and sends to the receiver through a
medium/channel. The receiver decodes the message and gives the sender a
feedback which makes the communication process complete.
Message
Soft Skills Vs Hard Skills: Sender Receiver
Feedback
Soft skills are the skills that determine
the personality of an individual. It Types of Communication: The various studies conducted in the field of
works on one’s personal traits, communication have identified four types of communication.
behavior patterns, communicative a) Interpersonal Communication: It is the communication that takes place
skills and interpersonal skills. within one’s own self. It implies the individual reflection, contemplation
Personal traits and behavior patterns and meditation.
comes under non-verbal b) Intrapersonal Communication: It is the direct, written, or oral
communication. communication occurs between two or more persons.
Communicative skills under verbal c) Extrapersonal Communication: Man tend to communicate with non-
communication both direct and human entities in his own ways. For instance, humans talk with a cat or a
indirect communication
dog or an elephant and they follow the instructions correctly. Such
Hard skills are the knowledge and
communication between humans and non-human entities are called
expertise of an individual. Both hard
skills and soft skills are essential parts Extrapersonal Communication.
of effective communication. d) Mass Communication: Conveying messages to a large audience through
media like book, speech, newspaper or others like television, radio, internet
etc. can be considered as Mass Communication.
Communication made possible through modern electronic media such as
computers, television, radio, internet, cell phones etc. is termed as Media
Communication.

Forms of Communication: Communication is made possible and

effective through various forms of communication. They are
Dr. Lois Jose  Linguistic
 Paralinguistic
 Extralinguistic
 Non-verbal
 Verbal forms.
Among these, in verbal communication, language plays an important role
in the transmission of message. It is realized through oral and written
forms.
 6.1. Non-verbal Communication - Body Language:
It is the language of the body to communicate the emotions,
expressions, moods and attitudes. It is concentrated more on gestures,
6.1 Non- Verbal Communication-
Body Language postures and eye-contact. It is seen/reflected more in face-to face
6.1.1. Posture conversations.
6.1.2. Gesture The study of body language is called Kinesics.
6.1.3. Eye Contact

6.1.1. Posture:
Posture refers to the way we sit, stand and carry ourselves. Our posture
communicates the way we visualize or perceive the world around us. It
Non-verbal Communication
also represent how confident we are.
It is the process of transmitting Remember:
messages without the support of  A confident person will always stand straight, with shoulders held
any verbal means either written or straight.
spoken. It is the communication o Straight posture helps one to fill the lungs with more oxygen
made between two or more and makes one to look energetic.
persons through the use of
postures, gestures and eye-
 Always walk with head held high. Do not slouch or look down.
contact.  While addressing a gathering, one’s posture should be confident
and the eyes should move about the hall.
 Non-verbal communication  Defensive postures- arms crossed, or stressed posture- palms closed
helps in improving the soft skills or feet shuffling will create a negative impression.
for establishing and maintaining
 Arms have to be kept relaxed and use them minimally to aid
interpersonal relationships.
 Non-verbal communication communication.
helps people to express  Your face should spread happy mood, the unpleasant, sad and
emotions and interpersonal gloomy expressions on your face can create a negative impact on
attitudes and therby to bring your listener.
forward one’s personality  A presenter’s or speaker’s personal attire (dress) or appearance
 Non-verbal communication in could also speak silently about his/her confidence.
form of signals and expressions
o The attire should be proper-
helps people to communicate
more efficiently  Not ornamental, or gaudy.
 Non-verbal communication  Neatly washed.
regulates/controls the flow of  Properly ironed
communication  Dress should be comfortable for others.

6.1.2. Gestures:
Gestures are those movements of body (hands, face and eyes) that speak
in silence what the speaker or listener feels consciously or
unconsciously.
Remember:
 Gestures should not be forced upon yourself. It should appear natural and spontaneous.
 Hands should not be kept hidden in pockets, or be fidgeting, or crossed or tied behind your back or be
gripping on to the podium.
 Gestures should be minimally aided in the conversation but effectively.
 Practice right gestures because confused gestures give out wrong signals.
 6.1.3 Eye-contact:
Human eyes convey the emotions and feelings one goes through. Therefore, the eyes of a good communicator
has to reflect his/her confidence.
Remember:
 An effective communicator has to maintain proper eye contact with listener/speaker. Frequent shifts in the
eye-contact denotes lack of your interest in the conversation.
 However, the eye-contact should not become staring at anyone but maintain a steady gaze.
 In a group, the speaker has to look around evenly.
 Proper eye contact reflects your confidence, sincerity and integrity, and helps in building trust.

6.2 Telephone/Internet Communication:

Apart from face-to face communications, an individual has to focus the
6.2. Telephone/Internet
soft skills involved in telephone conversations or internet
Communication
6.2.1. Telephone Etiquette communications where the direct or straight communication is absent.
6.2.2. Netiquette In telephone conversations, the listener has no access to read the body

language of the other end. So the soft skills involved such
communications are related to voice. They are tone, pace, loudness and
clarity.
Face to face communications are 6.2.1. Telephone Etiquette:
direct communications while in  Identify yourself at the beginning of a call.
telephone communications or in
 Tone of your voice should reflect your positive and confident attitude.
written communications the speaker
and listener are not seeing each other  It is better to sit straight before answering an official call.
and therefore have no access to non-  Do not make any side conversation or distract yourself with other
verbal communication. chores or jobs while speaking on phone.
o Such activities show that you are disrespecting the other.
 Keep an even pace while you talk.
o The speedy or slow pace in conversation can disrupt the effective
Etiquette means protocol, tradition or communication.
accepted/ standardized format of
how something must be done in a
 Your voice and sound must be clear and loud enough.
society or group.  Try to keep telephone calls brief at work place.
 Keep your phones in silent mode or with less sound while you are at
public places like meeting, restaurants, theatres, training rooms and
offices.
6.2.2. Netiquette:
Netiquette is the accepted behaviour on the net, especially followed in the official communication. In the current
scenario, the behaviour in social media is observed by the companies to get access to one’s social behaviour skills.
Remember:
 Be yourself in virtual space as you are in real space.
 Don’t write the whole message in block letters, to highlight the importance.
o Message in block letters communicate that you are rude or arrogant with the person at receiver’s
end.
 Be formal in official letters. Avoid using abbreviated or sms language in official language.
 Use reader friendly fonts and colours. Formally accepted fonts are Calibri or Times New Roman.
 Use polite language, and the message should be limited to the important matter.
o Sending lengthy mails are considered as abusing his/her time.
 6.3. Interpersonal Communication:
Interpersonal skills are part of soft skills. They are the qualities and
behaviors (attitude) we exhibit while interacting with people. It has the
power to regulate the life and death of our relationship we maintain with
others.
 Strong interpersonal relations help in creating a successful working
environment and solve difficult problems, while its lack might lead
to conflicts with colleagues or management.
 The cautious programming of our gestures and action can improve
relationships.
Remember:
6.3. Interpersonal Communication  While speaking always pay attention to the other person.
6.3.1. Interpersonal Skills
 Stay focused, and carry the conversation with appropriate
6.4. Using Technology to learn
English questions.
 Do not yawn or keep glancing/looking at your watch.
 Allow others to speak and listen to them while they speak.

6.4. Use technology to learn English:

 Use mobile phones or any gadgets you have to learn English
language consciously.
 Use online dictionaries or download those apps and refer them
regularly to learn spellings.
 Focus and read, don’t assume words or sentences.
 Hear the language, let your ears get tuned to it. Use voice assistant
frequently. This helps in improving your pronunciation and
grammar.
 Record your passage reading or conversation and listen to them and
correct yourself.