Communication Skills: The Art of making yourself understood

Communication is the art of transmitting information, ideas and attitudes from one person to another. In reality, communication is the process of meaningful interaction among human beings. The ability to convey information to another effectively and efficiently is an essential component of skill set of any professional and any individual with a pleasant personality. A task force  with good verbal, non-verbal and written communication skills help facilitate the sharing of information between people within an organization for its sustainable growth, commercial benefit and above all for team building.

Actually, skilled communication is one in which there is a two-way process of reaching mutual understanding, in which participants not only exchange (encode-decode) information, news, ideas and feelings but also create and share meaning. In general, communication is a means of connecting people or places. In business or enterprise, in a gathering or among family and friends, it is a key function of human management.  An ‘organized gathering’ of human beings cannot operate without communication between levels, departments and employees. It presupposes the sharing of meaningful information between two or more people with the goal of the receiver understanding the sender’s intended message. In business, the effectiveness of a company’s internal and external communication process is often very important to its overall success.

A medium of communication through which a message is transmitted to its intended audience, such as print media or broadcast (electronic) media may be considered as a tool of communication. However, how best to use this tool lies at the hands of the user. All means of symbolic or verbal communication like newspapers, mail, email, telephones, television, radio and others that people and machines use to make contact and share information are certainly an extension of the human being. To acquire excellent communication skills and to hone the existing ones, it is a good idea to ponder over various aspects of this scientific Art and artistic Science!

Great communication has inherently these essences, namely it is a personal process which occurs between people and involves changes in behavior. It is used as a means to influence others. It is an expression of thoughts and emotions through words & actions and is a veritable tool for controlling and motivating people. In summation, it is a social and emotional process.

If categorized, communication is of various types, namely:

1. Downwards Communication: Highly Directive, from Senior to subordinates, to assign duties, give instructions, to inform, to offer feedback, approval and to highlight problems.
2. Upwards Communications :It is non-directive in nature from down below, to give feedback, to inform about progress/problems, seeking approvals.
3. Lateral or Horizontal Communication: Among colleagues, peers at same level for information sharing, for coordination, to save time.

If observed carefully, these represent the multihued dimensions of human relationships. In modern business environment,  communication extends beyond written or spoken words to the listened word.

Communication networks are categorized as follows:

1. Formal Network: Virtually vertical as per chain of command within the hierarchy.
2. Informal Network: Free to move in any direction may skip formal chain of command. Likely to satisfy social and emotional needs and also can facilitate task accomplishment.

Interestingly, there are many barriers in communication, which should be recognized and overcome as they are impediments to the enterprise. Noise, an inappropriate medium of communication, assumptions or misconceptions, emotional upheaval, language differences, poor listening skills and above all distractions. There is a great difference between hearing and listening. Hearing is a physical process, natural and passive, whereas, listening is a physical as well as a mental process. It is an active, learned process, a skill and listening to others is an elegant art. Good listening reflects courtesy and good manners. It is a very significant aspect of a good communicator’s personality.

Here are the Ten Commandments of Good Communication:

• 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
• 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.
• If we present an alchemy of good communication,then
• What you hear: Tone of voice,Vocal clarity, Verbal expressiveness    = 40% of the message
• What you see or feel: Facial expression,  Dress and grooming, Posture ,Eye contact = 50% of the message
• WORDS …10% of the message!
• If we enjoy and emulate what great thinkers and communicators said about Communication, then these adages are very apt:
• “Half the world is composed of people who have something to say and can’t, and the other half who have nothing to say and keep on saying it.” – Robert Frost
• “The two words ‘information’ and ‘communication’ are often used interchangeably, but they signify quite different things. Information is giving out; communication is getting through.” – Sydney J. Harris
• And the one with a touch of satirical humor:
• The single biggest problem in communication is the illusion that it has taken place.” – George Bernard Shaw
  

 – Dr. Jyoti D. Vora