Class-X Computer/IT- (402)

  PART-A: Employability SKILLS

Ch-1(Communication Skills)

    What is Communication?

        Communication is the process of sharing ideas, thoughts, feelings, or information between two or more people so that they can understand each other clearly. It can happen through speaking, writing, body language, or using technology. 

                                                   In other words Communication means exchanging information so that both sender and receiver understand each other properly.

What is Communication skills?

Communication skills means the ability to express your thoughts, feelings, and information clearly and effectively to others- by speaking, writing, or using body language.

Examples: 1. When you speak clearly and the other person understand you - that is good communication. 

Example: 2 When you listen carefully and respond properly- that is also part of communication skills.

Process of Communication:

Communication process involves the following elements:

1.  Sender: 

• The person or group who sends the message. 
• The sender is the source of the information.

2. Message: 

• The idea or information that the sender wants to share.
• This is the actual content of the communication.

3. Encoding: 

• Changing the message into a form that the receiver can understand.
• A good message should be: clear, complete and correct

4. Communication Channel:

• The medium or methods used to send the message.
• Examples: Face-to-face-talk, Telephone, E-Mail, Chat and Video conferencing

5. Receiver: 

• The person or group who receives the message.
• Receiver is supposed to decode the received message.

6. Decoding:

• Understanding or interpreting the received message.
• How well the message is understood depends on how well it was encoded.

• Parts of Communication Process: Communication process relies on the following 3 functional parts:

1. Transmission: 

• The sender is responsible for transmitting the message.
• The sender must choose a suitable mode and channel for communication.
• The goal is to deliver the intended message clearly without any interruption.

    2. Receiving: 

• The message is received by the recipient.
• Receiving depends on the mode and channel.
• Listening, Reading and Watching and Listening 

  3. Feedback:

• The response given by the receiver is called Feedback.
• If the response is as expected, it means the message is understood correctly.
• If not, the sender might need to resend or clarify the message.

Communication Methods:

• Communication happens even when we are silent.
• Sitting quietly is also a way of communicating.
• Effective communication requires the right choice of method.

Three Main Methods of Communication:

• Verbal communication(Through words)
• Non-verbal communication(Through body language, gestures)
• Visual Communication(Through visual elements like signs, symbols)

According to research:

• 55% of communication is through body language
• 38% through voice and tone.
• 7% through words.

Verbal Communication:

• Verbal communication uses words and grammar.
• It has two forms:(Oral Communication(spoken) and Written Communication(written)

Oral Communication:

• Happens face-to-face where words are spoken.
• It is the easiest and fastest methods of communication.
• Encoding and decoding happen in real-time.

Factors for effective Oral Communication:

1. Proficiency of language: 

• Good command over language, vocabulary, pronunciation, and grammar. 
• Helps in smooth decoding and understanding.

2. Accent, Pace, and Clarity:

• Accent: way of speaking based on region.
• Pace: Speed of Speaking
• Clarity: Few clearly words are spoken.

3. Volume, Mood, and Emotions:

• Pitch and tone(Soft/loud voice) impact the message.
• Emotions like anger or joy affect how the message is received.
• Proper control helps in effective delivery.

4. Duration of Communication:

• It refer to have long the communication condition between the sender and receiver.
• If oral communication goes on far too long the listen way.

• Advantage of Oral Communication:

1. Low Cost- No or minimal expense.

2. Saves Time- Quick and instant communication.

3. Builds Relationships- Personal and interactive.

4. Encourages Teamwork- Promotes cooperation.

5. Helps in Decision Making- Easy to persuade and decide.

6. Suitable for All- Works for any type of audience.

7. Resolves Conflicts- Best for handling sensitive issues. 

8. Instant Feedback: Responses are immediate.

• Disadvantages of Oral Communication

1. No Legal Value- Not accepted in courts.
2. No Accountability- No proof of what was said/agreed.
3. High chance of Errors- Due to forgetfulness or misunderstanding.
4. Not suitable of Long-term Use- Messages are easily lost or forgotten.

Written Communication: 

1. Involves written words; mostly formal.
2. Examples; Letters, reports, notices, newsletters, resumes.
3. Digital forms: Email, SMS, chats.
4. Must be clear concise, and correct to convey the message properly.

Advantage of Written communication 

• Message can be reviewed, revised, and saved.
• Suitable words and tone can be used.
• Legally valid if properly documented.
• Good for longer, detailed messages.
• Can be duplicated and widely shared.
• Increases accountability.

Disadvantages of written communication 

• Time-consuming.

• Slows down decision-making.
• Lacks emotion; may be misinterpreted.
• Can involve cost.
• Not suitable for illiterate people.
• Risk of losing confidentiality.

Effective Verbal Communication 

1. Active Listening:

Definition: Listening carefully and sincerely.

Importance:

• Helps understand the message clearly.
• Allows asking correct questions for clarity.
• Reduces chances of misunderstanding and conflict.

2. Clarity on Background and Purpose:

• Both the sender/speaker and receiver/listener should understand the reason and agenda of communication.
• This ensures mutual understanding.

3. Concise, Clear, and Direct Message:

• The message should be short, clear, and to the point.
• Avoid unnecessary details or complicated meanings.
• No confusion should be left for the listener

4. Language and Vocabulary:

• Proper command over language and use of suitable words is very important.

• Both parties should have a common understanding of the language used.

Key Points to Remember Before Communicating:

• Be prepared before you communicate.

• Think about how the other person might respond.

• Avoid out-of-context references.

     Non-Verbal Communication

Non-verbal communication occurs without the use of words. It often happens alongside verbal communication (spoken, telephonic, or video meetings) and strongly influences how a message is 

Forms of Non-Verbal Communication:

       Body Language: Includes posture, gestures, expressions, tone and quality of voice, general movements, etc. Body language is a major part of non-verbal communication.

1. Voice or Paralinguistics

• Our tone, pitch, pace, pauses, and intonation influence how messages are understood.
• Emotions affect voice tone and clarity.
• The way we speak shows how deeply we are involved in communication and helps build a connection with others.

2. Eye contact: 

• Known as the "window to the soul".
• Shows sincerity, confidence, and truthfulness.
• Looking directly: Confidence & truthfulness.

3. . Posture and Gestures (Kinesics): 

 • Body movements reflect attitude and mood.

 • Straight, relaxed posture: Interest, openness. 

 • Positive posture = open hands, straight shoulders, direct eye contact. 

4. Facial Expressions:

 • Communicate emotions clearly.

  • Smile, calm face, sincere eyes = positive expression.

5. Physical Space (Proxemics):

 • Refers to invisible boundaries of space in communication. 

 • Varies by culture and relationship.

 • Maintaining appropriate space improves connection. 

 6.  Touch or Haptics: 

 • Friendly touch (pat, handshake, high-five) builds bond.

 • Firm handshake: Confidence.

 • Loose handshake: Weakness or disrespect.

Advantage of Body Language: 

 a. Supports oral communication. 

 b. Builds strong interpersonal relationships. 

 c. Helps overcome barriers like noise or unclear speech. 

 d. It helps in dealing with language and cultural boundaries. 

 e. It helps people with physical challenges or literacy issues. 

 f. It saves time and easily helps in repetition of the message. 

 Disadvantages of Body Language 

a. Body language alone cannot be used to transmit a message. 

 b. It is prone to be misunderstood and misinterpreted. 

 c. It conveys different meanings in different cultures and regions, hence difficult to master. 

 d. It is a continuous process and cannot be stopped. 

 e. Body language is vague and imprecise. 

 Visual Communication:

Visual communication involves the use of visual symbols, signs, images, pictures, graphics, icons, and animations to communicate information without using words. 

 Examples of Visual Communication: 

 • Road signs and symbols (Traffic signs) 

 • Icons and symbols in media and websites 

 • Emoticons (GIFs and emojis) in messaging 

 • Company logos and trademarks 

 • Signs in hospitals, public places

 • Use of graphics, charts, and diagrams in presentations

 • Symbols in mobile apps and computer platforms 

 Advantages of Visual Communication: 

 a. Quick and clear message delivery. 

 b. No need for long explanations

 c. Useful for people who can’t read or hear well. 

 Limitations of Visual Communication 

 a. Visual can support communication but can’t fully replace spoken or written words. 

 b. If symbols are not commonly accepted, they are hard to understand. 

 c. It can only support communication, not carry the full message.  

Answer the following questions in brief:.

  1. What do you mean by oral communication? 

 Ans: Oral communication is a means of verbal communication where sender and receiver remain present in person. It is done by speaking to each other. 

 2. List the things we should keep in mind while communication orally. 

 Ans: Active listening, clarity of the purpose of communication, clear and direct communication, suitable language and vocabulary. 

 3. How does body language influence our communication positively? 

Ans : Confident and clear voice, direct, frank eye contact reflects confidence, truth and sincerity. Eye contact engages others in our conversation. Positive postures and gestures reflect interest, suitable smile, understanding, sincere eyes, composed and calm face and proper use of personal space together make our body language positive.

4. How does body language influence our communication negatively? 

Ans:  Unclear speech, low voice, improper eye contact reflects lack of confidence or you are lying, fidgeting, slumping, changing posture frequently show lack of interest, frown, grimace, lack of smile, and not respecting personal space together make our body language negative. 

 

Feedback in Communication Skills:

• The response from the receiver.

• If not understood properly, the sender should rephrase and resend the message.

Meaning and Importance of Feedback

Feedback is a part of the communication cycle that helps in improving performance, productivity, and understanding. It guides future actions by showing what was done well and what needs improvement.

Examples of Feedback:

• Teachers discussing a student's performance with parents.

• Coach giving players feedback after a match.

• Employers guiding employees for better performance.

• Parents sharing their life experiences with children.

Purpose of Feedback:

• To enhance understanding.

• To improve performance.

• To ensure effective communication.

Situations Where Feedback is Collected:

• Teachers asking students questions after a lesson.

• Restaurant manager asking for guest experience.

• Doctors consulting patients for treatment options.

• Army commanders asking “Koi Shaq?” before missions.

Benefits of Feedback:

• Completes the communication cycle.

• Improves communication quality and productivity.

• Creates a positive environment for growth.

Positive Feedback – Characteristics:

1. Multi-dimensional:
   Should cover various aspects, like test and performance-based feedback.

2. Non-evaluative:
   Should focus on improvement, not comparison or judgment.

3. Supportive:
   Should be constructive, not demotivating or critical.

4. Consistent Feedback

• Should align with earlier feedback.

• Must relate to specific candidate performance.

5. Constructive Feedback

• Should motivate, not discourage.

• Helps build confidence and determination.

6. Timely Feedback

• Given soon after performance to be effective.

• Helps correct mistakes earlier.

7. Specific Feedback

   • Clear, precise, and not too lengthy.

   • Focused on particular points.

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   Negative Feedback and Its Impact

   Meaning:

   Negative feedback points out what went wrong and how it can be corrected. Its impact depends on who gives it and how it is given.

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   When Negative Feedback is Useful:

   • When corrective actions are necessary.

   • In strict environments like medical, defense, or formal setups.

   • When non-performance is a major concern.

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   Principles for Giving Negative Feedback:

   • Should be given carefully with support and solutions.

   • Respect receiver’s privacy; give feedback in private.

   • Avoid comparing one person to another.

   • Use a constructive tone, not criticism.

   • If possible, balance with positive feedback.

   Communication Barriers:
   Communication barriers are the obstacles that prevent effective exchange of ideas or information. These can be of different types. In this session, we revise two key types:

1. Physical Barriers

• These are related to the environment where communication takes place.

• Examples:

• Hot or cold room, Uncomfortable seating, Poor lighting, Defective  Slow internet speed (during online interactions).

• Measures:

• These barriers can usually be anticipated and managed in advance.

  2. Situational Barriers: These arise from unexpected or uncontrolled situations during                            communication: (Noise, Distractions ,Long distance between speakers, Sudden interruptions or undesired events)

Measures:

These are hard to predict and should be handled smartly at the moment they occur.

Where Do Communication Barriers Come From?

Language

• Complex, unclear, or ambiguous language causes confusion.

• Example: Doctor or lawyer using technical terms; teacher simplifies concepts for better understanding.

Inappropriate Emotions

• Emotions like anger or frustration prevent proper understanding.

• Example: Explaining something to an angry friend – they won’t listen properly.

Lack of Attention

• Distractions lead to missing the message.

• Example: Looking outside the classroom window and missing the teacher’s point.

Perceptions and Prejudice

• Judging someone based on race, religion, gender, caste, age, etc.

• Example: If you think someone is dishonest, you may not believe anything they say.

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5. Physical Challenges

• Disabilities like hearing or speech difficulties affect communication.

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6. Body Language and Non-Verbal Cues

• Misunderstanding gestures, facial expressions, or tone.

• Example: A dull-looking person might still be attentive; a cold handshake doesn’t mean disinterest.

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7. Cultural and Language Differences

• Differences in:

• Idioms and phrases 

• Body language

• Accent Pronunciation

• These affect message encoding and decoding.

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8. Over Expectations

• Assuming too much from the communicator.

• Example: Teacher says “We’ll have fun tomorrow” – students expect no studies, but it could mean a fun activity for learning.

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9. Noise

• Anything that blocks clear communication:

  • Background noise

  • Bad handwriting

  • Incomplete message

  • Difficult vocabulary

  • Poor phone/internet connection

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10. Physical Barriers

• Related to distance, location, and setup of the place where communication happens.