Communication Skills in community Mobilization activities PDF

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COMMUNICATION SKILLSUNIT CODE: HE/CU/CH/BC/01/6/ARelationship to occupational standardsThis unit addresses the unit of competency: Demonstrate communication skillsDuration of Unit : 40 hoursUnit descriptionThis unit covers the competencies required in meeting communication needs of clients andcollea...

Description

COMMUNICATION SKILLS UNIT CODE: HE/CU/CH/BC/01/6/A Relationship to occupational standards This unit addresses the unit of competency: Demonstrate communication skills Duration of Unit: 40 hours Unit description This unit covers the competencies required in meeting communication needs of clients and colleagues and developing, establishing, maintaining communication pathways and strategies. It also covers competencies for conducting interviews, facilitating group discussions and representing the organization in different forums.

Summary of learning outcomes 1. 2. 3. 4. 5. 6. 7.

Meet communication needs for clients and colleagues Develop communication strategies Establish and maintain communication pathways Promote use of communication strategies Conduct interviews Facilitate group discussions Represent the organization

Communication process

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1. The Sender has an Idea (The source) The intent of this phase is to start the process at a time when a sender intentionally decides to send a message to someone else. So, the sender has an idea. 2. The Sender Encodes the Idea Human beings are not a telepathic breed. They do not transmit pure ideas from one’s brain to another. Human beings have learned to transmit symbols, representations of their ideas. These symbols are varied. Throughout the world, humans use a multitude of symbols to represent their ideas. Some symbols are linguistic (verbal or written) code developed into complex languages. Languages are many: Other symbols are also in use to communicate: mathematical formulas, paintings, pictographs, hieroglyphs, traffic signals, zip codes, baseball gestures signaling instructions from managers to players. The word TREE written on a blackboard is not a tree, nor is a drawing of a tree a tree. Both are agreed upon representation of some reality. The responsibility of the sender to choose a code that will best carry the message is obvious. When encoding one’s idea, one has to pick the code that will fit the message and that will allow the receiver to understand. So, the sender encodes the message. 3. The Sender Transmits the Message In order for the sender to transmit the encoded message, the sender has to choose a channel, a medium through which to send the message. Senders can send information verbally or nonverbally. In nonverbal communication, messages are sent through gestures, tone of voice, use of space, etc. In verbal communication, messages are sent through speeches or through documents. In all case, messages are sent through a variety of media such a telephones, computers, papers, faxes, radios, videocassettes, DVDs, CDs, etc. Some channels are better suited for some messages than others. 4. The Receiver Gets the Message Unless he or she has a hearing problem or he or she is affected by noises distorting the reception of the message, the receiver receives the signal sent by the sender. 5. The Receiver Decodes the Message The receiver always decodes the message using his or her knowledge of the code used to encode the message. A receiver with a poor knowledge of the language used will likely decode the DON MURIMI

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message poorly. A receiver trying to decode contradictory verbal and nonverbal messages will likely decode the intended message incorrectly. The receiver chooses the code he or she will use to decode the message. Choosing the wrong code is like using the wrong key, the message will not yield its secret if the wrong code is used. The receiver will choose a code based on his or her background and his or her environment. More fundamentally, the receiver also has the responsibility of listening to the sender. So, the receiver decodes the message. 6. The Receiver Send Feedback to the Sender Using the same phases as the sender, the receiver send a message back to the sender providing information on his or her level of comprehension of the message

Modes of communication There are four main types of communication we use on a daily basis: verbal, nonverbal, written and visual. With all of these communication styles, it’s most effective when you know how to actively listen, observe and empathize. Developing these soft skills can help you better understand a message and respond thoughtfully. Types of communication There are several different ways we share information with one another. For example, you might use verbal communication when sharing a presentation with a group. You might use written communication when applying for a job or sending an email. Here’s a more in-depth look at the four main categories of communication: 1. Verbal Verbal communication is the use of language to transfer information through speaking or sign language. It is one of the most common types, often used during presentations, video conferences and phone calls, meetings and one-on-one conversations. Verbal communication is important because it is efficient. It can be helpful to support verbal communication with both nonverbal and written communication. Here are a few steps you can take to develop your verbal communication skills: 

Use a strong, confident speaking voice. Especially when presenting information to a few or a group of people, be sure to use a strong voice so that everyone can easily hear you. Be confident when speaking so that your ideas are clear and easy for others to understand.

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Use active listening. The other side of using verbal communication is intently listening to and hearing others. Active listening skills are key when conducting a meeting, presentation or even when participating in a one-on-one conversation. Doing so will help you grow as a communicator.

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Avoid filler words. It can be tempting, especially during a presentation, to use filler words such as “um,” “like,” “so” or “yeah.” While it might feel natural after completing a sentence or pausing to collect your thoughts, it can also be distracting for your audience. Try presenting to a trusted friend or colleague who can call attention to the times you use filler words. Try to replace them by taking a breath when you are tempted to use them.

2. Nonverbal Nonverbal communication is the use of body language, gestures and facial expressions to convey information to others. It can be used both intentionally and unintentionally. For example, you might smile unintentionally when you hear a pleasing or enjoyable idea or piece of information. Nonverbal communication is helpful when trying to understand others’ thoughts and feelings. If they are displaying “closed” body language, such as crossed arms or hunched shoulders, they might be feeling anxious, angry or nervous. If they are displaying “open” body language with both feet on the floor and arms by their side or on the table, they are likely feeling positive and open to information. Here are a few steps you can take to develop your nonverbal communication skills: 

Notice how your emotions feel physically. Throughout the day, as you experience a range of emotions (anything from energized, bored, happy or frustrated), try to identify where you feel that emotion within your body. For example, if you’re feeling anxious, you might notice that your stomach feels tight. Developing self-awareness around how your emotions affect your body can give you greater mastery over your external presentation.

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Be intentional about your nonverbal communications. Make an effort to display positive body language when you feel alert, open and positive about your surroundings. You can also use body language to support your verbal communication if you feel confused or anxious about information, like using a furrowed brow. Use body language alongside verbal communication such as asking follow up questions or pulling the presenter aside to give feedback.

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Mimic nonverbal communications you find effective. If you find certain facial expressions or body language beneficial to a certain setting, use it as a guide when improving your own nonverbal communications. For example, if you see that when someone nods their head it communicates approval and positive feedback efficiently, use it in your next meeting when you have the same feelings.

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3. Written Written communication is the act of writing, typing or printing symbols like letters and numbers to convey information. It is helpful because it provides a record of information for reference. Writing is commonly used to share information through books, pamphlets, blogs, letters, memos and more. Emails and chats are a common form of written communication in the workplace. Here are a few steps you can take to develop your written communication skills: 

Strive for simplicity. Written communications should be as simple and clear as possible. While it might be helpful to include lots of detail in instructional communications, for example, you should look for areas where you can write as clearly as possible for your audience to understand.

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Don’t rely on tone. Because you do not have the nuance of verbal and nonverbal communications, be careful when you are trying to communicate a certain tone when writing. For example, attempting to communicate a joke, sarcasm or excitement might be translated differently depending on the audience. Instead, try to keep your writing as simple and plain as possible and follow up with verbal communications where you can add more personality.

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Take time to review your written communications. Setting time aside to re-read your emails, letters or memos can help you identify mistakes or opportunities to say something differently. For important communications or those that will be sent to a large number of people, it might be helpful to have a trusted colleague review it as well.

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Keep a file of writing you find effective or enjoyable. If you receive a certain pamphlet, email or memo that you find particularly helpful or interesting, save it for reference when writing your own communications. Incorporating methods or styles you like can help you to improve over time.

4. Visual Visual communication is the act of using photographs, art, drawings, sketches, charts and graphs to convey information. Visuals are often used as an aid during presentations to provide helpful context alongside written and/or verbal communication. Because people have different learning styles, visual communication might be more helpful for some to consume ideas and information. Here are a few steps you can take to develop your visual communication skills: 

Ask others before including visuals. If you are considering sharing a visual aid in your presentation or email, consider asking others for feedback. Adding visuals can sometimes

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make concepts confusing or muddled. Getting a third-party perspective can help you decide whether the visual adds value to your communications. 

Consider your audience. Be sure to include visuals that are easily understood by your audience. For example, if you are displaying a chart with unfamiliar data, be sure to take time and explain what is happening in the visual and how it relates to what you are saying. You should never use sensitive, offensive, violent or graphic visuals in any form.

Definition: Effective communication is a process of exchanging ideas, thoughts, knowledge and information such that the purpose or intention is fulfilled in the best possible manner. In simple words, it is nothing but the presentation of views by the sender in a way best understood by the receiver. We can say that it generally involves; Sender: The person who initiates the process of communication by sending a message; Receiver: The one to whom the message is to be delivered. Content: Effective Communication 1. 2. 3. 4.

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Characteristics Skills Significance Barriers

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Characteristics of Effective Communication Just delivering a message is not enough; it must meet the purpose of the sender. Keeping this in mind, let us discuss the elements which make communication effective:

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Clear Message: The message which the sender wants to convey must be simple, easy to understand and systematically framed to retain its meaningfulness. Correct Message: The information communicated must not be vague or false in any sense; it must be free from errors and grammatical mistakes. Complete Message: Communication is the base for decision making. If the information is incomplete, it may lead to wrong decisions. Precise Message: The message sent must be short and concise to facilitate straightforward interpretation and take the desired steps. Reliability: The sender must be sure from his end that whatever he is conveying is right by his knowledge. Even the receiver must have trust on the sender and can rely on the message sent. Consideration of the Recipient: The medium of communication and other physical settings must be planned, keeping in mind the attitude, language, knowledge, education level and position of the receiver. Sender’s Courtesy: The message so drafted must reflect the sender’s courtesy, humbleness and respect towards the receiver.

Effective Communication Skills Conveying a message effectively is an art as well as a skill developed after continuous practice and experience. The predetermined sets of skills required for an influential communication process are as follows: DON MURIMI

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Observance: A person must possess sharp observing skills to gain more and more knowledge and information. Clarity and Brevity: The message must be drafted in simple words, and it should be clear and precise to create the desired impact over the receiver. Listening and Understanding: The most crucial skill in a person is he must be a good, alert and patient listener. He must be able to understand and interpret the message well. Emotional Intelligence: A person must be emotionally aware and the ability to influence others from within. Self-Efficacy: Also, he/she must have faith in himself and his capabilities to achieve the objectives of communication. Self-Confidence: Being one of the essential communication skills, confidence enhances the worthiness of the message being delivered. Respectfulness: Delivering a message with courtesy and respecting the values, believes, opinions and ideas of the receiver is the essence of effective communication. Page 8

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Non-Verbal Communication: To connect with the receiver in a better way, the sender must involve the non-verbal means communication too. These include gestures, facial expressions, eye contact, postures, etc. Selection of the Right Medium: Choice of the correct medium for communication is also a skill. It is necessary to select an appropriate medium according to the situation, priority of the message, the receiver’s point of view, etc. Providing Feedback: Effective communication is always a two-way process. A person must take as well as give feedback to bring forward the other person’s perspective too.

Significance of Effective Communication in Business You must be wondering, what is the role of effective communication in business? To answer this question, let us understand the following importance of effective business communication:

Employee Management: Effective communication ensures self-discipline and efficient management since the employees are heard by the top management, and there is open communication in the organization. Team Building: People in the organization work as a team to accomplish common goals, thus effective communication boosts the morale of the whole team. DON MURIMI

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Growth of the Organization: It ensures better decision making, intensifies public relations and enhances problem-solving ability. All this leads to corporate growth and development. Build Strong Relationships: Interactions often simplify things; they positively motivate the employees to perform better and maintain long-term relations with others in the organization. Ascertain Transparency and Develops Trust: Effective communication is considered to be a base for building trust and assures sharing of complete information. Facilitates Creativity and Innovation: It creates an environment where employees are free to share their ideas by exploring their creative and innovative side. Reduces Misunderstanding: Effective communication eliminates the possibility of confusion and misunderstanding by conveying the message clearly and appropriately. Organizational Growth: By maintaining cordial relations between the employees and the management, it enhances the functioning and leads to the achievement of corporate goals and objectives. Barriers to Effective Communication There are certain obstacles which sometimes hinder the process of communication, making it less useful for the sender as well as the receiver. These barriers are categorised under three groups. Let us understand these in detail below:

Barriers Involving Words Words play an essential role in the process of communication. Any disturbance or distraction in the way a message is presented may lead to miscommunication. Following are the different types of communication barriers related to words: DON MURIMI

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Language: It is a medium of communication. If the sender is making excessive use of technical terms, it will become difficult for the receiver to understand the message clearly. Ambiguity and Overuse of Abstractions: Even if the message is presented in a non-realistic or vague context involving a lot of notions, the receiver won’t be able to connect with the idea properly. Disorganized Message: When the words are not organized systematically to form a powerful message, it loses its efficiency and meaning. Information Overload: The effectiveness of communication reduces when a person keeps on speaking for an extended period. Thus, leading to the receiver’s exhaustion, who won’t be able to keep track of everything that is conveyed.

Barriers Involving People’s Background People belong to different backgrounds, i.e., culture, education level, gender, etc. These attributes majorly affect the efficiency of the communication process. It involves the following related obstacles:   

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Attitudinal Differences: At times, people are resistant to understand or change their mind when they have set their views about a particular topic. Their attitude obstructs meeting the purpose of the communication. Demographic Differences: The difference in age, generation, gender, status, tradition, etc., creates a lack of understanding among people and thus, hinders the process of communication. Lack of Common Experience or Perspective: The experiences of a person develops their perspective of seeing things in a particular way. This perspective varies from person to person. Therefore, it becomes difficult for a receiver to relate with the sender’s experience or views as he might have never gone through it himself. Jumping to Conclusions: Some people lack the patience of listening to others and often jump to conclusions between the communication, thus neglecting the motive of the message.

Physical Barriers These barriers can be experienced directly but challenging to overcome. These include:  

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Physical Distance: When people communicate over long distances, they miss out the non-verbal aspect of communication, since the gestures and expressions of the receiver cannot be interpreted. Noise: The environment or the communication system sometimes involve unwanted noise which interrupts the process of communication making it inefficient. Page 11

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Physiological Barriers: One of the most common barriers to effective communication ...