Employability
Foundations of Communication
Definition and Origin:
The word 'communication' originates from the Latin word commūnicāre, which means 'to share'.
Communication is one of the most vital life skills required to interact effectively with people, colleagues, supervisors, and customers across any occupation or business environment.
Language and Communication Skills:
Effective communication requires proficiency in four primary skills: reading, writing, speaking, and listening.
Mother Tongue: The language to which a person has been exposed since birth.
Multilingual Capability: Speaking more than one language enables communication with people globally. Learning English allows individuals to communicate widely beyond their mother tongue.
Importance in Work and Business:
Clear and concise communication is essential in corporate and commercial environments because multiple stakeholders (including customers, employees, vendors, and media) continuously exchange critical information.
Session 1: Methods of Communication
Core Components of Communication:
Transmitting: The sender transmits a message using a chosen medium or channel.
Listening: The receiver receives, listens to, and interprets the message.
Feedback: The receiver provides their understanding back to the sender, which completes the communication cycle.
Complete Communication Cycle Example (Bookstore Scenario):
Transmission:
Customer (to a retail associate): "Do you have the textbook of Beauty Therapist, published by National Council of Educational Research and Training?"
Salesperson: "Let me check."
In this exchange, information is transmitted orally by the customer (sender), the salesperson acts as the listener, and the request for the textbook constitutes the message.
Feedback and Completion:
Salesperson: "Yes, we have the textbook of Beauty Therapist."
Customer: "Please give me one copy of the textbook. I want to purchase it."
The salesperson's response serves as feedback. The communication process achieves completion only when the receiver comprehends the message in its entirety. Here, the customer understood that the textbook was available for purchase.
Elements of the Communication Process:
Sender (Messenger): The individual who initiates the communication cycle by sending a message (input).
Message: The specific information, thought, or idea the sender intends to convey.
Coding (Encoding): Converting the intended meaning into a shareable code using common symbols, language, or signals.
Channel: The medium used to transmit the message (e.g., speaking, writing, graphic, video).
Receiver (Recipient): The target individual who receives the message and decodes it (output).
Decoding: Interpreting the received code into understandable information.
Code Agreement: Effective decoding requires that the sender and receiver share at least some code in common.
Feedback: The receiver's acknowledgement and reply sent back through a channel to the original sender.
Primary Communication Methods:
Face-to-Face Informal Communication:
Highly effective method allowing messages to be understood clearly and quickly.
Incorporates visible body language, which significantly enhances communication effectiveness.
E-mail:
Used to send written messages quickly to one or multiple recipients across different locations.
Offers flexibility, convenience, and low cost.
Notices / Posters:
Ideal for sending a uniform message to a large target group, especially when email is impractical.
Examples: "Change in the lunch time for factory worker," or "XYZ Clothing will remain closed for customers on Sunday."
Business Meetings:
Addresses groups of people within an organization regarding business, management, and organizational decisions.
Other Methods:
Includes social networks, text messages, phone calls, newsletters, blogs, and video channels.
Factors Influencing Selection of Communication Method:
Target Audience: The specific group or individual receiving the message.
Costs: The financial expenditure required for the channel.
Kind/Type of Information: The nature, complexity, or sensitivity of the content.
Urgency / Priority: How quickly the message must be transmitted and acted upon.
Practical Exercises & Activities:
Initial Thinking Activity Prompt: Watch the introductory e-learning video (available at
http://www.psscive.ac.in/stud_text_book.html) and answer: Why is it important to communicate effectively?Activity 1 — Role Play on Communication:
Group Formation: Groups of 4 students.
Scenario: One student acts as a Sales Executive at a toy store communicating available toys for various age groups. The other three students approach one by one, asking specific questions.
Task: Develop a script, enact the role play, and discuss key learnings.
Activity 2 — Identifying Elements of the Communication Cycle:
Procedure: Draw a communication cycle on paper and analyze how each element affected communication during Activity 1.
Check Your Progress — Session 1:
Question 1: Which of the following is NOT an element of communication within the communication process cycle?
(a) Channel
(b) Receiver
(c) Sender
(d) Time
Answer: (d) Time
Question 2: You need to apply leave at work. Which method of communication will you use?
(a) e-mail
(b) Poster
(c) Newsletter
(d) Blog
Answer: (a) e-mail
Question 3: By which action can senders send their messages?
(a) Gestures
(b) Speaking
(c) Reading
(d) Writing
Answer: (a) Gestures, (b) Speaking, (d) Writing
Subjective Exercise: Create a colored chart highlighting all communication methods and their differences.
Session 2: Verbal Communication
Definition:
Verbal communication uses sounds, words, language, and speech to express thoughts and emotions.
Speaking is the most common and effective way to build rapport and connect with others.
Types of Verbal Communication:
Interpersonal Communication:
One-on-one conversation between two individuals (formal or informal).
Examples: A manager discussing performance with an employee; two friends discussing homework; two people talking via phone or video call.
Written Communication:
Involves written or typed words shared between two or more people.
Examples: Letters, circulars, reports, manuals, SMS, social media chats, a manager writing an appreciation e-mail to an employee, or writing a letter to a grandmother inquiring about her health.
Small Group Communication:
Takes place among more than two individuals where every participant can interact with all others.
Examples: Press conferences, board meetings, and team meetings.
Public Communication:
Occurs when a single individual addresses a large gathering of people.
Examples: Election campaigns and public speeches by dignitaries.
Advantages and Disadvantages:
Advantages: Easy and rapid exchange of ideas; provides immediate feedback; allows real-time adjustment of messages based on audience reaction.
Disadvantages: Relies heavily on words. If inappropriate or complex words are chosen, the message can become confusing or ambiguous.
Mastering Verbal Communication:
Think Before You Speak:
Reflect carefully on the topic.
Identify the most effective way to help listeners comprehend the message.
Note down key points prior to speaking.
Concise and Clear:
Speak clearly, loudly enough to be heard, and at a moderate speed.
Keep information directly to the point without repeating sentences unnecessarily.
Confidence and Body Language:
Maintain high confidence, steady eye contact, and an attentive upright posture.
Keep a friendly demeanor.
Practical Exercises & Activities:
Initial Thinking Activity Prompt: Analyze why Tina's phone directions were misunderstood and detail how phone directions should be delivered effectively.
Activity 1 — Telephonic Conversation Role Play:
Group Size: 3 students.
Scenario: A student calls a university academic coordinator to inquire about courses and admission procedures.
Feedback Framework: The third student provides feedback based on the 7 Cs of Communication (Clear, Concise, Concrete, Correct, Coherent, Complete, Courteous).
Activity 2 — Group Practice on Public Speaking:
Procedure: Prepare and deliver a short speech on topics such as Importance of Punctuality or Healthy Food Habits, receiving peer feedback on delivery.
Check Your Progress — Session 2:
Question 1: Which of the following is an example of oral communication?
(a) Newspapers
(b) Letters
(c) Phone call
(d) e-mail
Answer: (c) Phone call
Question 2: What are the types of words we should use for verbal communication?
(a) Acronyms
(b) Simple
(c) Technical
(d) Jargons
Answer: (b) Simple
Question 3: Why do we use e-mails?
(a) To communicate with many people at the same time
(b) To share documents and files
(c) To talk to each other in real-time
(d) To keep a record of communication
Answer: (a), (b), and (d)
Session 3: Non-verbal Communication
Definition:
Non-verbal communication is the expression or exchange of information without using spoken or written words.
Messages are transmitted through facial expressions, gestures, posture, touch, space, eye contact, and paralanguage.
Proportional Impact of Communication Channels:
55% of communication is delivered via body movements, facial expressions, and arm movements.
38% of communication is delivered via voice tone, pitch, volume, and pauses.
7% of communication is delivered via actual spoken/written words.
Overall, approximately 93% of day-to-day communication relies on non-verbal channels.
Types and Elements of Non-verbal Communication:
Facial Expressions:
Expressions reveal emotions such as happiness, sadness, anger, surprise, and fear.
Effective Usage: Smile upon meeting someone, keep facial muscles relaxed, match expressions with spoken words, and nod while listening.
Posture:
Body posture reflects confidence and underlying feelings. An upright posture signifies confidence; a slumped posture indicates weakness or lack of interest.
Effective Usage: Keep shoulders straight, body relaxed, sit upright with hands/feet in a comfortable position, and stand with arms naturally by sides.
Gestures and Body Language:
Body movements that convey precise meanings (e.g., raising a hand in class to ask a question, biting nails when anxious, or pointing fingers).
Effective Usage: Keep hands open, avoid pointing fingers at people, and tilt head slightly to signal attentiveness.
Touch:
Physical contact communicates specific messages (e.g., a firm handshake displays confidence; a pat on the back provides encouragement).
Effective Usage: Shake hands firmly in professional introductions; avoid unnecessary touch in formal contexts.
Space (Proxemics):
Physical distance maintained between individuals depends on the intimacy and formality of the relationship.
Effective Usage: Adjust distance according to whether the interaction is formal, informal, or personal.
Eye Contact:
Looking directly at a person signals attention and engagement, whereas looking away suggests indifference or disrespect.
Effective Usage: Maintain steady, relaxed eye contact with natural intermittent breaks; avoid aggressive staring.
Paralanguage:
Refers to voice characteristics including tone, speech rate, and volume. Fast speech may denote excitement or anxiety, whereas slow speech may denote seriousness or sadness.
Effective Usage: Maintain a moderate speech rate with suitable pitch and clear volume.
Importance of Non-verbal Communication:
Enhances the clarity and impact of spoken messages.
Helps gauge audience reactions and adjust communication dynamically.
Signals professionalism, respect, and cultural etiquette.
Replaces verbal speech when noise, distance, or hearing impairments create obstacles (e.g., placing a finger on lips to request silence, nodding to mean 'yes').
Visual Communication:
Transmitting information purely through images, icons, or signs without requiring written or spoken language.
Universal, language-independent, and visually consistent.
Examples of Standard Visual Signs:
Under construction
No pets allowed
No parking zone
No entry
Danger warning
Radiation / biohazard warning
Under CCTV surveillance
No mobile phone
Practical Exercises & Activities:
Initial Thinking Activity Prompt: Analyze how Rohit realized something was wrong with Amar without Amar saying anything.
Activity 1 — Role Play (Apparel Store Scenario): A hearing-impaired salesperson assists a customer using non-verbal methods.
Activity 2 — Body Language Dos and Don'ts: Formulate comprehensive guidelines to prevent body language misinterpretation.
Activity 3 — Comparing Communication Methods: Detail the pros and cons of Verbal, Non-verbal, and Visual communication.
Check Your Progress — Session 3:
Question 1: Which of these is a positive (good) facial expression?
(a) Frowning while concentrating
(b) Maintaining eye contact
(c) Smiling continuously
(d) Rolling up your eyes
Answer: (b) Maintaining eye contact
Question 2: What does an upright (straight) body posture convey or show?
(a) Pride
(b) Professionalism
(c) Confidence
(d) Humility
Answer: (c) Confidence
Question 3: Which of these is NOT an appropriate non-verbal communication at work?
(a) Keeping hands in pockets while talking
(b) Talking at moderate speed
(c) Sitting straight
(d) Tilting head a bit to listen
Answer: (a) Keeping hands in pockets while talking
Question 4: Which of the following statements is true about communication?
(a) 50% of our communication is non-verbal
(b) 20% communication is done using body movements, face, arms, etc.
(c) 5% communication is done using voice, tone, pauses, etc.
(d) 7% communication is done using words
Answer: (d) 7% communication is done using words
Evaluation of Non-verbal Actions (Good vs. Bad Practice):
Laughing during formal communication: Bad
Scratching head: Bad
Smiling when speaking to a friend: Good
Nodding when you agree with something: Good
Standing straight: Good
Yawning while listening: Bad
Sitting straight: Good
Maintaining eye contact while speaking: Good
Biting nails: Bad
Firm Handshake: Good
Clenching jaws: Bad
Looking away when someone is speaking to you: Bad
Intense stare: Bad
Session 4: Communication Cycle and Importance of Feedback
Role of Feedback:
Feedback is the final element of the communication cycle.
It provides acknowledgment to the sender that the message was received and understood properly.
In workplace settings, feedback involves observing performance and offering input to foster improvement.
Types of Feedback:
Positive Feedback: Reassures and validates effective performance.
Examples: "I noticed you finished the work perfectly. Great job!" or "I really appreciate you taking that call. Can you please also share the details?"
Negative Feedback: Highlights errors or areas needing correction.
Examples: "You keep forgetting to smile at the hotel guests when you talk to them." or "You take really long to reply to e-mails! Are you always so busy?"
No Feedback: Silence or absence of response, which itself functions as feedback indicating disagreement, disinterest, or non-comprehension.
Characteristics of Effective Constructive Feedback:
Specific: Avoid vague or generalized comments. Include concrete examples and offer alternative solutions so the recipient can choose how to act.
Timely: Deliver feedback promptly; delayed feedback loses relevance and impact.
Polite & Kind: Phrase comments respectfully so the recipient does not feel attacked or offended.
Offering Continuing Support: Maintain continuous dialogue and confirm availability to assist the recipient in making improvements.
Key Benefits of Feedback:
Validates Effective Listening: Assures the communicator that their message was heard and valued.
Motivates Personnel: Encourages positive work behavior and strengthens workplace relationships.
Continuous Presence: Every interaction implicitly communicates feedback.
Boosts Learning: Directs focus toward performance goals, helping refine planning and improve deliverables.
Improves Performance: Informs decision-making, leading to higher efficiency and output quality.
Practical Exercises & Activities:
Activity 1 — Hotel Desk Role Play:
Volunteer A acts as a front desk executive and Volunteer B acts as a guest inquiring about room availability. Other group members evaluate the performance and provide constructive feedback.
Activity 2 — Constructive Feedback Circle:
Group members write down unhelpful feedback statements (e.g., "Your drawing skills are poor") and iteratively rephrase them into constructive alternatives (e.g., "This is a good drawing, but you can refine these specific details").
Check Your Progress — Session 4:
Question 1: Which of these are examples of positive feedback?
(a) Excellent, your work has improved.
(b) I noticed your dedication towards the project.
(c) You are always doing it the wrong way.
(d) All of the above
Answer: (a) and (b)
Question 2: Which of these are examples of negative feedback?
(a) I hate to tell you this but your drawing skills are poor.
(b) You can surely improve your drawing.
(c) This is a good drawing but you can do better.
(d) None of the above
Answer: (a)
Question 3: Which of the following are effective components of a good feedback?
(a) Detailed and time consuming
(b) Direct and honest
(c) Specific
(d) Opinion-based
Answer: (b) and (c)
Workplace Feedback Case Study Prompt:
Scenario: Co-worker Radha failed to finish her section of a waste management store report on time, causing project delay and a formal warning from the manager.
Constructive & Polite Feedback Response: "Hi Radha, I noticed that we couldn't submit our waste management report on time because your section took a bit longer than expected, which led to us receiving a warning. In the future, let's break down our deadlines earlier so we can review everything together before the submission date. Let me know if I can help you manage the data collection!"
Session 5: Barriers to Effective Communication
The 7 Cs of Effective Communication:
Clear: Message must be easy to understand with an unambiguous core purpose.
Concise: Use brief, direct wording without redundant information.
Concrete: Use specific facts, figures, and clear statements.
Correct: Ensure correct grammar, spelling, and accurate factual content.
Coherent: Content must follow a logical flow where all points connect seamlessly.
Complete: Provide all necessary details required for the receiver to act.
Courteous: Express messages politely, respectfully, and without bias.
Major Barriers to Communication:
Physical Barriers:
Environmental or physical factors blocking message transmission (e.g., background noise, distance, poor signal, physical separation).
Example: Text messaging lacks non-verbal cues (posture, facial expressions), making it less expressive than face-to-face interaction.
Linguistic Barriers:
Inability to communicate due to language differences, heavy accents, regional colloquialisms, unfamiliar jargon, or slang.
Interpersonal Barriers:
Personal issues, stage fright, lack of willingness to communicate, emotional distance, or personality clashes between sender and receiver.
Organisational Barriers:
Rigid organizational structures, strict hierarchy, formal rules, procedural delays, or distant superior-subordinate relationships restricting free communication flow.
Cultural Barriers:
Misunderstandings arising from cultural differences, varied customs, or stereotypical assumptions based on background.
Strategies to Overcome Communication Barriers:
Use simple, direct, and universally understandable language.
Avoid assumptions or stereotypical judgments regarding culture, religion, or background.
Prioritize face-to-face communication whenever feasible.
Integrate visual aids and images to support verbal explanations.
Employ professional translators or interpreters when navigating language gaps.
Maintain mutual respect for differing opinions and perspectives.
Practical Exercises & Activities:
Activity 1 — Mall Role Play (International Customer):
Enact a conversation between a sales executive and a foreign customer inquiring about a television set, highlighting language and cultural hurdles.
Activity 2 — Overcoming Barriers Circle:
Brainstorm and present practical strategies for overcoming real-world communication roadblocks.
Check Your Progress — Session 5:
Question 1: Which of these is NOT a common communication barrier?
(a) Linguistic barrier
(b) Interpersonal barrier
(c) Financial barrier
(d) Organisational barrier
Answer: (c) Financial barrier
Question 2: Which of these are ways to overcome communication barriers?
(a) Respecting each other's differences
(b) Using a translator
(c) Not communicating at all
(d) Using your own language for comfort
Answer: (a) and (b)
Subjective Case Study: Relocating to a new city/country involves overcoming linguistic barriers (unfamiliar local dialects), cultural barriers (unfamiliar customs/etiquette), and interpersonal barriers (social hesitation).
Session 6: Writing Skills — Parts of Speech
Sentence Structure vs. Phrase:
Sentence: A group of words expressing a complete thought, containing a subject and a verb. Begins with a capital letter and ends with a full stop (
.), question mark (?), or exclamation mark (!). (Example: "Pooja goes to school.")Phrase: A group of words that does not form a complete thought or make full sense. (Example: "Pooja goes.")
Capitalization Rules — TINS Mnemonic:
T — Titles: Capitalize the initial letter of titles preceding personal names (e.g., Dr Malik, Mr Pandey).
I — Word 'I': Always capitalize the pronoun 'I' when used as a standalone word (e.g., "He said that I should accompany him.").
N — Names: Capitalize the first letter of proper names of people, places, days, and months (e.g., Suresh, London, Friday, June).
S — Starting Letter: Capitalize the first letter of every sentence (e.g., "The little girl lost her book.").
Punctuation Rules:
Full Stop (
.): Placed at the end of declarative sentences and used in standard abbreviations (e.g., "Omar is a professor. His students call him Prof. Omar.").Comma (
,): Marks a pause within a sentence or separates items in a list (e.g., "After getting down from the bus, I walked towards my school." or "fresh kiwis, strawberries and mangoes.").Question Mark (
?): Placed at the end of direct interrogative sentences (e.g., "Where is your book?").Exclamation Mark (
!): Follows words or sentences expressing strong emotions (e.g., "What a beautiful dress!" or "Hooray! We won the match.").Apostrophe (
'): Combined with 's' to show ownership/possession or indicate omitted letters in contractions (e.g., "Shobha's cat," "Rahim's pencils," "Let's," "isn't").
Basic Parts of Speech:
Noun: Naming words for a person, place, animal, thing, or idea (e.g., Kavita, book, Tiger, Truth, India, Raj, January).
Pronoun: Words replacing nouns to avoid repetitive usage (e.g., I, You, They, Us, She, He).
Adjective: Descriptive words modifying nouns or pronouns (e.g., best-selling, Large, Red, Naughty, Weak, One-foot).
Verb: Action or state words indicating what the subject performs (e.g., buys, Run, Eat, Think, Sit).
Adverb: Words modifying verbs, adjectives, or other adverbs, answering How? How often? When? or Where? (e.g., quickly, Easily, Always, Before, Fast, Carefully).
Grammatical Analysis Example:
Sentence: "Hooray! Shyam and his team won the exciting match yesterday."
Nouns: Shyam, team, match
Adjective: exciting (modifies match)
Verb: won (expresses action)
Adverb: yesterday (tells when the match was won)
Supporting Parts of Speech:
Articles (a, an, the): Placed before nouns.
An: Used before words starting with vowel sounds (an eagle).
A: Used before words starting with consonant sounds (a bird).
The: Specifies a particular noun (the boy).
Conjunctions (and, but, because, or, since, although): Connect words, phrases, or clauses (e.g., "The boy was taken by surprise because he saw a bird…").
Prepositions (on, over, in, under, at, up, beside): Connect words to indicate relationships of location, time, or direction (e.g., "…a bird flying over his head.").
Interjections (Wow!, Hooray!, Help!, Oh no!): Standalone words expressing sudden strong emotion (e.g., "Wow!").
Practical Exercises & Activities:
Activity 1 — La Bamba Excerpt Analysis:
Text Excerpt: "Manuel walked on stage and the song started immediately glassy-eyed from the shock of being in front of so many people Manuel moved his lips and swayed in a made-up dance step he couldn't see his parents but he could see his brother Mario who was a year younger thumb-wrestling with a friend Mario was wearing Manuel's favourite shirt he would deal with Mario later. He saw some other kids get up and head for the drinking fountain and a baby sitting in the middle of an aisle sucking her thumb and watching him intently."
Task: Identify parts of speech, correct capitalization, and add proper punctuation.
Check Your Progress — Session 6:
Question 1: In which of the following, the underlined word is an adjective?
(a) Radha has a red dress.
(b) I can speak French.
(c) The Girl on the Train is a best-seller.
(d) Abdul can swim fast.
Answer: (a) Radha has a red dress.
Question 2: Which of these sentences is capitalised correctly?
(a) Ravi and i are going to the movies.
(b) Salim is visiting India in july.
(c) The Tiger is a strong animal.
(d) She is arriving on Monday.
Answer: (d) She is arriving on Monday.
Question 3: Which of these sentences are punctuated correctly?
(a) When is the party.
(b) I had bread omelette and a Banana for breakfast.
(c) I am so excited about my first foreign trip!
(d) This is Abdul's notebook.
Answer: (c) and (d)
Question 4: In which of these sentences can you find an adverb?
(a) Divya drinks milk every day.
(b) Sanjay gifted me a new pen.
(c) I opened the door lock.
(d) Sita is 5-feet tall.
Answer: (a) Divya drinks milk every day.
Fill in the Blanks (Nouns & Verbs):
(a) The cat is eating.
(b) The children are playing.
(c) The students are swimming.
(d) Ms Sen is driving the car.
(e) Rahim is writing.
(f) The boy is teaching.
Classification Exercise (Conjunctions vs Prepositions):
Conjunctions: Because, And, Since, Although, Or.
Prepositions: Over, Under, In, At, Up, On, Beside.
Session 7: Writing Skills — Sentences
Basic Components of a Sentence:
Subject: The person or thing performing the action.
Verb: Describes the action performed.
Object: The person or thing receiving the action.
Examples:
"He (Subject) swam (Verb) in the lake (Object)."
"She (Subject) rode (Verb) the bicycle (Object)."
"He (Subject) threw (Verb) the ball (Object)."
"The dog (Subject) chased (Verb) the cat (Object)."
Direct vs. Indirect Objects:
Direct Object: Directly acts upon by the verb; answers Verb + What?
Indirect Object: Receives the direct object; answers To/For Whom?
Examples:
"Ravi repaired his car." -> Direct Object: car; Indirect Object: None.