Amity University
Madhya Pradesh

Introduction to communication skills
2016 – 2019
Submitted to :-
Dr. Bishakha Mandal

Priceless Brains
• Mohit Kumar
• Mansi Gupta
• Karanveer Singh Katar
• Muskan Mittal
• Charu Roongta

Topics
• Various elements of communication skills.
• Importance of listening skills in personal life and professional life.
• What should be the kept in mind of speaker & spectator in order to practice
correct listening skills.
• Dos & don’ts of listening skills.
• Quiz

Various elements of listening skills
• 1. Source
The source is the person (or thing) attempting to share information. The
source can be a living or non-living entity. The only qualifications
necessary for a source are an origin of information (in Information Theory,
the source generates data that one would like to communicate) and an
ability to transmit this information, through a channel, to a receiver.
• 2. Message
At first glance, the message is simply the information you want to
communicate. But it goes deeper than that. Communication theorists
examine messages from a semiotic perspective (the study of signs and
symbols, and how meaning is created through them; note: it is not the
study of meaning, just how meaning is created).

• 3. Encoding
Encoding is the process of assembling the message (information, ideas and
thoughts) into a representative design with the objective of ensuring that the
receiver can comprehend it. Communication is only established when it
results in both the source and the receiver understanding the same
information.
• 4. Channel
An encoded message is conveyed by the source through a channel. There are
numerous channel categories: verbal, non-verbal, personal, non-personal,
etc. A channel could be the paper on which words are written, or the Internet
acting in the client-server model that is allowing you to read these words
right now.

• 5. Decoding
Now would be an appropriate time to remind yourself that you can just as
easily fill the role of decoder as you can encoder. This is where listening, and
reading directions carefully, makes its claim to fame—decode with care, my
friends. As we discussed in Encoding, communication is only successful when it
results in both the source and the receiver understanding the same information.
• 6. Receiver
Ultimately, the message is delivered to the receiver. A good communicator
takes the receivers preconceptions and frames of reference into
consideration; how they will react, where common ground is shared, their
sense of humor, their moral conduct, etc. All of these things will affect how
the receivers decode messages.

• 7. Feedback
A better word might be “reaction” or “responses.” The source judges its
success based on the feedback it receives, so pay close
attention. Feedback is the moment of reckoning. Whether things go
right or wrong, it serves as one of the most important learning
opportunities we have.

Importance of listening skills in personal life
and professional life.

In professional life
• Becoming an Active Listener
• There are five key elements of active listening.They all help you ensure that you hear
the other
• person, and that the other person knows you are hearing what they say.
• 1. Pay Attention
• Give the speaker your undivided attention, and acknowledge the message. Recognize
that nonverbal
• communication also "speaks" loudly.
• Look at the speaker directly.
• Put aside distracting thoughts.
• Don't mentally prepare a rebuttal!
• Avoid being distracted by environmental factors.
• "Listen" to the speaker's body language.
• Refrain from side conversations when listening in a group setting.

• 2. ShowThatYou're Listening
• Use your own body language and gestures to convey your attention.
• Nod occasionally.
• Smile and use other facial expressions.
• Note your posture and make sure it is open and inviting.
• Encourage the speaker to continue with small verbal comments like yes,
and uh huh.

In personal life
• To listen is to learn
• To listen is to earn friendship
• To listen is to create trust
• To listen is to know your mind.

What should be the kept in mind of speaker &
spectator in order to practice correct listening skills
• Give your full attention on the person who is speaking. Don't look out the
window or at what else is going on in the room.
• Make sure your mind is focused, too. It can be easy to let your mind wander if
you think you know what the person is going to say next, but you might be
wrong! If you feel your mind wandering, change the position of your body and
try to concentrate on the speaker's words.
• Let the speaker finish before you begin to talk. Speakers appreciate having the
chance to say everything they would like to say without being interrupted.
When you interrupt, it looks like you aren't listening, even if you really are.
• Let yourself finish listening before you begin to speak!You can't really listen if
you are busy thinking about what you want say next.

• Listen for main ideas.The main ideas are the most important points the speaker
wants to get across.They may be mentioned at the start or end of a talk, and
repeated a number of times. Pay special attention to statements that begin
with phrases such as "My point is..." or "The thing to remember is..."
• Ask questions. If you are not sure you understand what the speaker has said,
just ask. It is a good idea to repeat in your own words what the speaker said so
that you can be sure your understanding is correct. For example, you might say,
"When you said that no two zebras are alike, did you mean that the stripes are
different on each one?"

Dos and Don’ts of listening skills

Dos of listening skills
• Give the person your full attention.
• Tell that person that you care and are glad that s/he is talking with you.
• Share your concern for the person’s safety.
• Help the person feel more safe and in control.
• Encourage the person to talk about her/his feeling.
• Validate the person’s feelings.
• Repeat back in your own worked what you heard the person say.
• Ask helpful questions.

Don’ts of listening skills
• Do not interrupt.
• Do not judge.
• Do not say the person’s feelings or actions are unimportant, overreacting or
wrong.
• Do not tell the person what to do.
• Do not try to solve the person’s problems.
• Do not provoke guilt about how the person’s family and friends might feel.
• Do not offer false hope.

•1- Exchange of ideas between two or more persons is
• A) Understanding
• B)Telling
• C) communication
• D) listening
• Answer is : C

•2- Which is not true type of communication channel
• A) Speaking, listening
• B)Writing, reading
• C)Visualizing, observing
• D)Thinking, acting
• Answer is : D

•3- Communication without words is called
• A) Non- verbal communication
• B)Verbal communication
• C) Oral communication
• D) Written communication
• Answer is : A

•4- Effective communication is that in which
• A) sender sends a complete message
• B) Receiver understands the message of sender
• C) Communication is oral
• D) communication is in writing
• Answer is : B

•5- Always avoid when delivering critical comment.
• A) listening
• B) speaking
• C) we-based messages
• D) you-based messages
• Answer is : D

•6- is an active process ; whereas is a passive process
• A) Listening ; hearing
• B) Hearing ; listening
• C) Reading ; writing
• D) Writing ; reading
• Answer is : A

•7-The advantage of oral communication is
• A) Immediate response is possible
• B)There is no waste of time
• C)The listeners reaction can not be observed by the speaker
• D)There is no disadvantages
• Answer is : A

•8- Identify the disadvantages of oral
communication
• A) Immediate response is possible
• B) Listeners reaction is observed
• C) A considerable amount of time and mony is spent
• D) BothA and B
• Answer is : C

•9- Gathering only facts, without trying to
understand the content, while listening is
• A) Strategy of effective oral communication
• B) Barrier to effective oral communication
• C) Strategy of effective listening skills
• D) Barrier to effective listening skills
• Answer is : D

•10- Statistically, we remember what percentage of
what is spoken?
• A) 20 percent
• B) 30 percent
• C) 70 percent
• D) 80 percent
• Answer is : B