What is communication skills?

The ability to convey information to another effectively and efficiently. Business managers with good verbal, nonverbal and written communication skills help facilitate the sharing of information between people within a company for its commercial benefit

Importance of communication skillsGood communication skills are key to success in life, work and relationships. Without effective communication, a message can turn into error, misunderstanding, frustration, or even disaster by being misinterpreted or poorly delivered.

Communication is the heart of every organisation. Everything you do in the workplace results from communication. Therefore good reading, writing, speaking and listening skills are essential if tasks are going to be completed and goals achieved. As you develop your career you will find various reasons why successful communication skills are important to you,

for example:

To secure an interview.

You will need good communication skills to make sure your application letter is read and acted upon.

To get the job.

You will need to communicate well during your interview if you are to sell yourself and get the job you want.

To do your job well.

You will need to request information, discuss problems, give instructions, work in teams, interact with colleagues and clients. If you are to achieve co-operation and effective teamwork, good human relations skills are essential. Also, as the workplace is also becoming more global, there are many factors to consider if you are to communicate well in such a diverse environment.

To advance in your career.

Employers want staff who can think for themselves, use initiative and solve problems, staff who are interested in the long-term success of the company. If you are to be seen as a valued member of the organisation, it is important not just to be able to do your job well, but also to communicate your thoughts on how the processes and products or services can be improved.

Benefits of effective communicationThe most successful organisations understand that if they are to be successful in today's business world, good communication at all levels is essential. Here is a useful mnemonic to remember the benefits you and your organisation can achieve from effective communication:

Stronger decision-making and problem-solving

Upturn in productivity

Convincing and compelling corporate materials

Clearer, more streamlined workflow

Enhanced professional image

The steps for acquiring good communication skills:

1. Know what you want to say and why.

Understand clearly the purpose and intent of your message. Know to whom you are communicating and why. Consider any barriers you may encounter such as cultural differences or situational circumstances (gender, age, or economic biases). Ask yourself what outcome you want to achieve and the impression you want to leave.

2. How will you say it?

We're all aware by now, that it's not always what you say, but how you say it that counts. Begin by making eye contact. You inspire trust and confidence when you look a person in the eyes when you speak. Second, be aware of your body language since it can say as much, or more, than your words. By standing with arms easily at your side you tell others that you are approachable and open to hearing what they have to say. If instead, your arms are crossed and shoulders hunched, it suggests disinterest or unwillingness to communicate. Good posture and an approachable stance help make even difficult communication flow more smoothly. Make sure you speak in a cooperative, non-adversarial tone. Be nonjudgmental.

3. Listen.

Communication is a two way street. After you've said what you have to say, stop, listen, and look for feedback and clues of comprehension. While the person is responding avoid any impulses to cut them off or listen only for the end of the sentence so that you can blurt out more ideas or thoughts that come to your mind. Respectfully give them your full attention. When they are finished, to ensure that your message has been clearly and correctly understood, ask open questions and encourage discussion. Fine-tune your message if necessary.

4. Reach understanding, agreement or consensus.

Once you have had to opportunity to discuss your message and the feedback to it, re-visit the purpose of the interchange. Have you reached common ground, solved a problem, or clarified your position? If the purpose was to teach or instruct, have you accomplished your goal? To communicate well is to understand and be understood. Make sure that your message has been received as intended and that any questions or concerns have been alleviated. You can even agree to disagree. There are no guarantees that your communication efforts will be meet with total compliance and agreement. As long as you understand each other, are cordial and respectful, you can still have a successful exchange.

More Tips for Developing Good Communication Skills• To obtain a better command of the English language (or any other language), expand your vocabulary by reading and writing more. Look up words you're not familiar with. The better you are able to express yourself, the better your ability to communicate.

• Practice your listening skills. Be considerate of other speakers by waiting until they are done before stating your views. Process what has being said before responding.

• Learn to understand and appreciate opposing points of view by beingopen-minded and making an effort to see things from another'sperspective. It will in turn, gain you more cooperation and understanding.

• Avoid trying to communicate when in an emotional state. You lose objectivity and may say something inappropriate or regrettable. Take time to think your position through before speaking.

• Join an organization such as Toastmasters that encourages you to develop a variety of communication skills as well as allowing you the opportunity to meet new and interesting people.

When you take the time to acquire and hone good communication skills you open yourself up to better relationships, more career opportunities, and increased self-confidence. Moreover, you reach higher levels of mutual understanding and cooperation while successfully attaining your goals.

All new skills take time to refine, however, with effort and practice you can develop good, even exceptional, communication skills.

The process of communication:

The communication process involves the sender, the transmission of a message through a selected channel and the receiver. Although the process of communication is more than the sum total of these elements, understanding them can help to explain what happens when one person tries to express an idea to others.

According to R.C.Bhatia the elements are in 7 basis they are;

(a) SENDER :

The process of communication begins with a sender , the person who transmits a message. The sender is also called the ‘encoder’ because ‘to encode’ is to put a message into words or images.The branch manager explaining new product lines to the sales force , a computer programmer explaining a new program to a co-worker, an accounting giving financial report to its superior are all sender of communicationn.

(b) Message

The message is what the sender wants to convey to the receiver. A message is any signal that triggers the response of a receiver . Messages could be verbal( written or spoken ) or non-verbal (such as appearance, body language , silence, sounds yawns, sighs etc.).

(c) ENCODING:

The sender must choose certain words or nonverbal methods to send an international message. This activity called encoding. While encoding a message , one needs to consider what contents to include , how the receiver will interpret it and how it may affects one’s relationship. A simple “thankful” message will be relatively easy. In construct to inform 200 employees of a bad news about salary cut or bid on engineering plans to construct a 50 crore industrial building will require much more complicated , carefully planned message.

(d)CHANNEL:

How will you send your message…???? Should it be sent via an electronic word processing system to be read on the, receiver’s screen or through the printed word or through graphic symbol on paper , or via the medium of sound ?

The choice of channel or medium is influenced by the inter-relationships between the sender and the receiver. It also depends upon the urgency of the message being sent. Besides, one may consider factors such as importance, number of receivers, costs and amount of information. Generally , it has been observed that if message requires an immediate answer, an oral channel may be the better choice. For communication to be efficient and effective, the channel must be appropriate for the message.

Oral communication may be staff meeting reports , face to face discussions, speeches, audio tapes, telephone chats, teleconferences.

External written communication media may be letters, reports, proposals, telegrams, faxes, electronic mails, telexes, postcards, contracts, ads, brouchers, catalogues, news release etc. You may communicate orally face to face , by telephone, or by speeches in solo or in panel situations personally before groups or via teleconferences or television.

(e)RECEIVER;

Receiver is the person or group for whom the communication is intended. A receiver is any person who notices and attaches some meaning to a message . In the best circumstances, a message reaches its intended receiver with no problems. In the confusing and imperfect world of business, however, several problems can occur.

(f)DECODING;

There is no guarantee that it will be understood as the sender intended it to be. The receiver must still decode it. Attaching meaning to the words or symbols. It may be noted that decoding is not always accurate. It depends upon individual experiences. The problem is that all of us do not have identical experiences with the subject or symbols chosen by the sender. Even attitudes , abilities , opinions , communication skills and cultural customs vary. There are greater chance of misinterpretation ; personal biases may intervene, as each receiver tries to perceive the intended meaning of the sender’s idea in his or her own receptor mechanism.

(g)FEEDBACK;

Ultimately the receiver reacts or responds to the communication sent by the sender . It is the reaction to receiving the message. The response could be based on clear interpretation of the symbols sent or it could b based on misunderstanding or misinterpretation of the symbols sent. Whatever the response of a receiver to a sender is , it is called feedback. Some feedback is nonverbal- smiles, sighs, nods and so on. Sometimes it is oral as when you react to a colleague’s ideas with questions or comments.

The whole process is straightforward the sender encodes the message and transmits it through the most appropriate channel to the receiver who decodes it and sends the corresponding feedback.

Cultral Effect of Communication:-Culture is, basically, a set of shared values that a group of people holds. Such values affect how you think and act and, more importantly, the kind of criteria by which you judge others. Cultural meanings render some behaviors as normal and right and others strange or wrong. (The Silent Language of Leaders: How Body Language Can Help – or Hurt – How You Lead devotes two chapters to the nonverbal aspects of cross-cultural communication, and in my next blog I’ll cover some of the body language nuances of global business meetings.)

Every culture has rules that its members take for granted. Few of us are aware of our own biases because cultural imprinting is begun at a very early age. And while some of culture’s knowledge, rules, beliefs, values, phobias and anxieties are taught explicitly, most is absorbed subconsciously.

Of course, we are all individuals, and no two people belonging to the same culture are guaranteed to respond in exactly the same way. However, generalizations are valid to the extent that they provide clues on what you will most likely encounter – and how those differences impact communication. Here are three such generalizations.

Cultures are either high-context or low-context

Every aspect of global communication is influenced by cultural differences. Even the choice of medium used to communicate may have cultural overtones. For example, it has been noted that industrialized nations rely heavily on electronic technology and emphasize written messages over oral or face-to-face communication. Certainly the United States, Canada, the UK and Germany exemplify this trend. But Japan, which has access to the latest technologies, still relies more on face-to-face communications than on the written mode. The determining factor in medium preference may not be the degree of industrialization, but rather whether the country falls into a high-context or low-context culture.

In some cultures, personal bonds and informal agreements are far more binding than any formal contract. In others, the meticulous wording of legal documents is viewed as paramount. High-context cultures (Mediterranean, Slav, Central European, Latin American, African, Arab, Asian, American-Indian) leave much of the message unspecified – to be understood through context, nonverbal cues, and between-the-lines interpretation of what is actually said. By contrast, low-context cultures (most of the Germanic and English-speaking countries) expect messages to be explicit and specific. The former are looking for meaning and understanding in what is not said – in body language, in silences and pauses, and in relationships and empathy. The latter place emphasis on sending and receiving accurate messages directly, and by being precise with spoken or written words.

One communication trap that U.S. business leaders may fall into is a (costly) disregard for the importance of building and maintaining personal relationships when dealing with individuals from high-context cultures

How Culture Affects CommunicationWhen we visit another country where a different language is spoken, it is obvious that it is necessary for someone to speak the other’s language in order to surmount this barrier and verbally communicate. What is not so obvious, however, is that cultural barriers are greater than language barriers and they frequently provoke reactions that are both negative and emotional. What is considerate behavior in one country may be rude in another. What is a sensitive issue to one culture, to another may not be a point of any consequence. Therefore, we really need to learn to “speak” the culture.

Communication specialists estimate that some two-thirds to three-fourths of our communication takes place nonverbally through behavior. Behavior itself is learned from our culture and all behavior communicates. Since we cannot stop behaving in one way or another, we cannot stop communicating. Therefore, during all of the waking hours that we spend with other human beings we "speak" volumes through the behavior our culture drilled into us.

Most of us assume that our own culture’s ways are the natural order of things and we tend to see cultures that are different as less evolved. We think that people would all act the same way if they were behaving properly. When we come in contact with people from other cultures, we may experience indignation or irritation when a person appears to be uncooperative or “rude.” We are frustrated when a person with whom we are having a conversation just doesn’t get something that seems simple, and we feel that foggy sense of disconnection when we do not have a clue as to what was just said or why, even though we thought we understood the words.

Although we think that free will governs our actions, most of the time it does not. Our culture is a stern taskmaster. It imposes its rules of behavior on us from the moment we are born. We learn when to speak up and when to keep quiet. We learn that some facial expressions meet with approval and others provoke a reprimand. We are taught which gestures are acceptable and which are not, and whether we can publicly unwrap a gift; we learn where to put our hands during a meal, whether or not we can make noise with our mouths when we eat, which table utensils to use or not use, and in what fashion we may use them. We learn how to address people in a manner approved by our culture, what tone of voice to employ, what posture is censored and what is praised, when and how to make eye contact and for how long, and countless other things that would be impossible to remember consciously and use all at the same time when interacting socially. As a consequence, this communicative behavior is learned so well that it sinks to a subconscious level, so that when we interact with others we operate on a sort of automatic pilot.

We rarely take note of what we consider “normal” behavior. It is behavior that deviates from our own cultural rules that captures our conscious attention. However, what is especially significant is that, without thinking, we almost always negatively evaluate any behavior that differs from our own, because we ourselves were trained by negative feedback. To use a common expression, we “take offense.” However, we can consciously choose not to take offense. One of the most useful tools we can use when we engage in cross-cultural communication is to be alert for any negative reaction to a person or situation that we experience. We can mentally stop, take a breath, and treat this reaction as a red flag that signals “different cultural convention.” Suspending reaction helps us sidestep the instant negative judgment that provokes irritation or anger; it allows us to consider that the offending behavior may be proper in its own place. In addition, it is certainly possible to learn the most significant rules for behavior prescribed by a foreign culture so that we ourselves can communicate more effectively, as well as better interpret what someone is trying to communicate to us.

How Can Cultural Differences Affect Business Communication?

In the business world, communication is imperative for the successful execution of daily operations. Understanding cultural differences and overcoming language barriers are some of the considerations people should have when dealing with business with people of various cultures. Often business deals are lost because the parties involved did not take the time to learn about their each others' cultures prior to interacting

Customs

When doing business with an affiliate from another country, consider the cultural differences that may be presented. This includes basic customs, mannerisms and gestures. For example, If a salesperson approaches a meeting with knowledge of a customer’s cultural background, then his words, body language and actions can all be adapted to better suit those of the customers. This in turn may lead to being better liked by the customer, ultimately increasing the salesperson's opportunity to close the deal.

Language Barriers

In some countries, like the United States and Germany, it is common for people to speak loudly and be more assertive or aggressive when sharing ideas or giving direction. In countries like Japan, people typically speak softly and are more passive about sharing ideas or making suggestions. When interacting with people from different cultures, speaking in a neutral tone and making a conscious effort to be considerate of others' input, even if it is given in a manner to which you are not accustomed, can help foster effective business communication.

Target Audience

When launching a marketing campaign or advertising to members of a different culture, always research the target market prior to beginning the campaign. Levels of conservatism, gender views and ideologies can vary greatly between cultures. Presenting a campaign that is not in line with specific cultural norms can insult the target audience and greatly hinder the campaign. Being aware of cultural norms can also help your company narrow down the target audience. For instance, in Japan and Austria, men usually are in control of decision making, but women make the majority of purchasing decisions in Sweden.

Technology

Due to globalization, people from various cultures and countries increasing conduct business with each other. Technology enables people to easily connect with people around the world in a moment's notice, but there are a few rules to remember before doing so. If making an international phone or video conferencing call, be conscious of the time zone differences and make sure to set a reasonable time for all involved parties to interact. It is important to remember

that cultural differences can also affect availability. For instance, just because you schedule a conference call for the middle of the business day does not mean that the time will be favorable for the people you are conducting business with. Many Spanish cultures have longer lunch breaks than Americans are accustomed to, which means there may be a two- to three-hour time period during the day in which the person you would like to meet with is unavailable. Asking for availability prior to making the call is the best way to avoid any confusion. Once you are able to connect, speak clearly and slowly.

Politics

Political influences, both past and present, can potentially affect the way a person or company does business. Some cultures have a very strong sense of nationalism and government pride, and therefore, are more comfortable and willing to purchase from companies with some sort of government backing. Conducting business with those of differing cultures can also impact negotiations if there are on-going political disputes between the involved parties' countries of origin. To avoid conflict, it is best to avoid discussing any political matter that does not directly pertain to the business at hand. This is also true for inter-office interactions.