LESSON 3
TYPES OF COMMUNICATION
STRUCTURE 3.0
OBJECTIVES
3.1
INTRODUCTION
3.2
TYPES OF COMMUNICATION 3.2.1 3.2.2
3.3
VERBAL COMMUNICATION NON-VERBAL COMMUNICATION
TIPS FOR EFFECTIVE COMMUNICATION 3.3.1 3.3.2 3.3.3 3.3.4 3.3.5
PARAMETERS POSITIVE LANGUAGE FILTERS HUMOUR LISTENING
3.4
COMMUNICATION AND TEXTILE DESIGNING
3.5
ASSIGNMENTS 3.5.1 3.5.2
CLASS ASSIGNMENTS HOME ASSIGNMENTS
3.6
SUMMING UP
3.7
POSSIBLE ANSWERS TO SELF-CHECK QUESTIONS
3.8
TERMINAL QUESTIONS
3.9
REFERENCES AND SUGGESTED FURTHER READING
3.10
GLOSSARY
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3. TYPES OF COMMUNICATION In the previous two lessons, you were told about the concept of communication and the main barriers that can arise and distort the communication process. In this lesson you will learn about the different types of communication. The focus will be on understanding the various techniques of making effective communication. Based on these, some observations will be made on the need for effective communication in the field of Textile Designing and Printing.
1.0
Objectives After studying this lesson, you will:
•
Become familiar with verbal and non-verbal modes of communication and their different variants.
•
Acquire an understanding of the techniques which can be used for enhancing your communication skills.
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Understand the importance of effective communication for Textile Designers.
3.1
Introduction
In business the need for different types of verbal and non-verbal communication is obvious. Those engaged in business must be exposed to various techniques to enhance and make their communication skills more effective. As an illustration, the need for acquiring good communication skills by Textile Designers is briefly discussed.
3.2
Types of Communication Communication can broadly be categorised as -
•
Verbal: Any communication which involves the use of words is defined as Verbal communication. The use of words could be oral or written.
•
Non verbal: As opposed to verbal communication, we have non-verbal communication where no words are used, either spoken or written. Communication is made through expressions, gestures etc.
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3.2.1 Verbal communication Let us first learn a little more about verbal communication. Oral communication is the ability to explain and present ideas verbally in a clear language to different audiences. Oral communication could be either with: •
an individual who could be a friend or relative
•
with an individual in an official capacity
•
with a small group of persons
•
with a large gathering
The speaker will need to adapt his technique according to the situation and the audience. For efficient oral communication there needs to be a certain degree of proficiency or command over language. The speech must be clear and the ideas well formulated. The speaker should be familiar with principles of presentation skills, audience awareness, critical listening, and correct body language. Types of Verbal communication: •
Telephonic communication
•
Written communication (Letters, Email, Short Messages through Mobile phones)
•
Telephonic Communication: Telephonic communication is one of the most common forms of oral communication. As in any other form of communication, in telephonic communication also there is a sender and a receiver. The sender has to be very careful that the message is well understood by the receiver. In order to have an effective telephonic communication we need to ensure the following: o Clarity: The message should be clear. o Brevity: The message should be brief. o Speed: The speed of the sender should be appropriate and he should ensure that the receiver is able to understand the words clearly. o Simple Language: The sender should always use easy words rather than technical jargon which the receiver might not be able to understand. o Telephone Etiquette: While talking on telephone one should be polite. One should not interrupt the other person while he is speaking. o It should also be remembered that it is for the person who gives a ring to first disclose his identity and indicate to whom he wishes to speak. 3
One cannot give a ring and demand to know from the receiver, “who is speaking”? After disclosing one’s own identity, one can politely enquire from the other person as to who is speaking. For a Textile Designer telephonic communication is quite important as it is frequently used for business purposes. •
Written: Written communication means the ability to communicate clearly, concisely and effectively through the medium of writing. Written communication includes electronic communication such as e-mail, SMS etc. Written communication requires skills such as good knowledge of language, grammar, spellings and vocabulary. However, even if one has limited writing skills, he can learn some basic formats or styles of writing for different occasions. When writing, it must be remembered that once something is written, it cannot be taken back. Email is also a type of written communication in which the message reaches the receiver electronically. It will now be briefly considered. E-mail is the fastest means of communication and is preferred in most organizations now. o The email message should be clear, concise and to the point. o The subject line should be used to inform the receiver about the contents of the mail. o
All emails are automatically given the date and time by the computer. It is, therefore, not necessary to include this information in your email correspondence.
Tips for effective written communication: •
Communication should be short, simple and precise; conveying the meaning clearly and effectively.
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Sentences should be short.
•
There should be no mistakes in grammar or spellings.
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In a formal letter, do not use abbreviations or short forms.
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The tone of a formal letter should be polite but professional.
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Great care should always be taken to spell the names of people and companies correctly.
3.2.2 Non-verbal communication Non-verbal communication relates to the communication of ideas, feelings, intentions and emotions etc., through the use of body language, gestures and facial expressions etc. Non-verbal communication can be conscious or subconscious.
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Conscious communication is that over which a person has control and which he does deliberately to communicate some message. While sub-conscious communication is that over which a person has no control. Conscious non-verbal communication is the ability to consciously convey messages like affection, surprise, dislike, confusion etc. This is done using expressions, gestures etc. while in sub-conscious communication, one’s inner feelings, attitudes, likes and dislikes get communicated, without the sender intending to do so. In fact one may even want to hide such feelings. However, since such feelings/attitudes/likes /dislikes are usually quite strong, they get communicated in spite of the person’s attempt at concealing them. In fact, in all communications, people are always attempting to read such sub-conscious messages and signals because they convey the real feelings and intentions of the communicator. It is also relevant to mention that non-verbal communication can also be through the medium of pictures, icons and symbols. In fact, any piece of art like painting, pottery, weaving, including various techniques of textile ornamentation etc, is a form of non-verbal communication. Such objects evoke feelings in the person who sees them. Non-verbal communication is normally made through: •
Gestures: They can either support or contradict your message.
•
Eye contact: This can convey interest, recognition, honesty, credibility or boredom, hostility etc.
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Facial expressions: These reflect attitudes and emotions.
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Posture: Can also either support or contradict your message.
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Clothing: Can also support the message which you propose to convey.
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Respect for people’s personal space: Do not stand or sit too close to the person you are speaking to.
Having discussed verbal and non-verbal communication, let us now give some tips for effective communication.
Self-check Questions 1.
Enumerate some of the important tips for effective telephonic conversation.
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3.3
Tips for Effective Communication
To ensure that your message is understood in the manner you want it to be, it is important to keep the message: •
Clear
•
Simple
•
Concise
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Plan your communication well
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Be descriptive when delivering the message
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Be natural
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Seek confirmation from the receiver whether he has grasped the message correctly
3.3.1 Parameters In order to communicate effectively it is important to keep the following parameters in mind: Ask yourself: Who? What? How? When? Where? Why? Who: Who are you speaking to? What is their background, their interests, assumptions and values? What: What do you wish to communicate? You first need to be clear about it. Your communication will be more successful if what you have to say is of interest and importance to the receiver. How: How can you best convey your message? Time and effort should be spent in planning for this. Language is important here. Plan a beginning, middle and end of your presentation. If time and place allow, consider preparing an audio-visual presentation. When: Timing is important here. Develop a sense of timing. When should a communication be made and when should it be avoided. This needs to be carefully considered. Where: What is the physical context or location for the communication that you have in mind? Where does one intend to communicate – whether separately on a one to one basis, or in a small group or in a large formal meeting. Why: It is very important to attract the attention of the receiver by evoking in him interest in your message. Interest will be awakened only if the message fulfils some need or requirement of the receiver. Create the linkage between your message and the need it fulfils for the listener. Where 6
appropriate, support your communication examples, which demonstrate your message.
with
easy-to-understand
One must also give due care to the language he uses. 3.3.2 Positive Language It is always beneficial to use positive language. This conveys a sense of optimism and generates positive feelings in the minds of the receivers. Avoid using words that are negative: •
Negative – “The next time, you’ll need to send your payment in by the due date, or suffer the consequences!”
•
Positive – I appreciate your advising me that the payment may be late. Mailing your payment when you receive the bill will ensure that they will always be posted in a timely manner.”
3.3.3 Fillers There’s no need to fill every second of a conversation with sound. Verbal sounds like (“ah,” “er,” “um,” “like,” “you know” or in Hindi – ‘matlab’, ‘yaar’, ‘samjhe’, ‘ki’ etc.) obscures your message and reduces its effectiveness. 3.3.4 Humour Humour is a very powerful tool in communication. It grabs the attention of the audience. They literally wake up from their sleep and are willing to listen. Their focus and grasp increases. It also conveys a sense of confidence of the speaker. Learn some jokes and anecdotes to use for every occasion. Other aspects of effective communication are modulation, volume, tone, and pace of speech. 3.3.5 Listening Remember, listening is not the same as hearing. Hearing is using the ears to acknowledge the sound of something, while listening means understanding from the perspective of the speaker. To be a good communicator, one has to be a good listener first. Learn to listen with undivided attention. Be a patient and focussed listener. Don’t think about what you’re going to say next or you may miss something important. When you actively listen, it conveys to the other person that you value what they have to say. By practising your listening skills, you will also develop better speaking skills. If you carefully observe where people misinterpret what you say, you will find ways to make it clearer the next time.
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Self-check Questions 2.
3.4
What are the basic questions that need to be addressed, while planning your Communication strategy?
Communication and Textile Designing
While communication is an integral part of any profession, it is very important for a Textile Designer to be a good listener. This is so because he has to clearly understand and grasp what the customer wants from him in terms of design inputs. When a designer gets down to the activity related to designing, he has to keep uppermost in his mind the choice and liking of his client. This he has to understand through effective listening. One also has to be a good communicator, especially when one is required to make presentations before his customers / companies of design ideas or present project reports. He has to be able to sell his ideas and proposals. In any case, it is important for all of us to think and analyse our own capabilities and skills related to: •
Listening skills, and
•
Communication skills
We must resolve to identify our weak areas and decide to gradually work upon them so that we can improve our listening skills and become: •
Better
•
More considerate
•
Sensitive and
•
Active listeners
This will help us earn the respect and affection of all the people we interact with and who are important to us. This will also help in transforming us into better communicators.
3.5
Assignments
3.5.1 Class assignments Each of you may take about ten minutes to remember two important incidents of your life; 8
i)
One where you or someone you know had succeeded in making effective communication and which had made an impression on your mind.
ii)
One incident of failure in making clear or effective communication, which also stands out in your memory.
Each one of you may then share these incidents with the rest of the class. Finally, make a group summary of important learning points, related to principles of communication, based on the results of the above sharing of experiences. 3.5.2 Home assignment i)
3.6
Why is communication so important to a textile designer? In the area of communication, what are your strong points and weak points?
Summing Up
In this lesson we learnt about types of communication, i.e., Verbal (oral and written) and Non-verbal (facial expressions, eye contact, gestures, body language etc.); tips for effective communication such as clarity, brevity, simplicity, positive language, humour, active listening etc. The importance of communication in Textile Designing was also discussed.
3.7 1.
2.
Possible Answers to Self-check Questions For effective telephonic conversation, one should be: •
Clear
•
Brief
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Speak at a speed which is understandable.
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Use simple language.
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Be careful about telephone etiquettes.
To plan for effective Communication, one must always ask himself / herself the following: •
Who - will I speak to?
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What - do I wish to Communicate?
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How – can I best convey the message?
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When – should the Communication be made?
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Where – should it be made? 9
•
3.8
Why – should it be made?
Terminal Questions
1.
Which parameters are important for effective communication?
2.
Distinguish between conscious and sub-conscious communication?
3.9
References and Suggested Further Readings
1.
D’Souza, Y.H., 1999. Communication Today and Tomorrow. Discovery Publishing House, New Delhi.
2.
Narula, U. 2006. Communication Models. Atlantic Publishers and Distributors (P) Ltd., New Delhi.
3.10 Glossary 1.
Focus
Centre of activity, distinct
2.
Variants
Different in some way from others, varying
3.
Gestures
Expression of a feeling or an emotion by movement of some part of the body
4.
Oral
Uttered or spoken
5.
Adapt
To adjust oneself
6.
Audience
A group assembled to hear someone
7.
Body language
The process of gestures and poses
8.
Jargon
Words or expressions used by a particular group or profession
9.
Interrupt
To make a break in continuity
communicating
through
10. Disclose
To bring into view, to reveal
11. Vocabulary
Words in a language used by a person
12. Format
General plan including size, shape, etc
13. Professional
Engaged in or worthy of the standards of a profession 10
14. Subconscious
Occurring with little or no conscious perception of the individual
15. Eye contact
Looking directly into another person’s eyes
16. Credibility
Reliability
17. Hostility
Feeling of enmity, opposition in thought
18. Convey
To transmit, to communicate, to transfer
19. Parameters
A measurable characteristic or feature
20. Assumption
An act of accepting without proof
21. Grasp
Hold firmly, grip, understand
22. Strategy
A plan of action or policy in business
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