Improving Communication Skill

M4-R5.1 · Chapter 6: Soft skills-Personality Development · 6 min read

Communication

Definition: Communication is the process of exchanging information, ideas, and messages between two or more people through verbal, non-verbal, or written means.

Communication Model:

Sender: Person who sends the message
Message: Content being communicated
Channel: Medium of communication (verbal, written, digital)
Receiver: Person who receives the message
Feedback: Response from receiver
Noise: Interference that disrupts communication

5.2 Objectives of Communication

To inform and share information
To inspire and motivate action
To build and maintain relationships
To express emotions and feelings
To request assistance or cooperation
To coordinate activities and efforts

5.3 Attributes of Effective Communication

Clarity: Messages should be clear, concise, and easy to understand
Accuracy: Information must be correct and truthful
Completeness: Include all necessary information to avoid confusion
Conciseness: Avoid unnecessary words while maintaining clarity
Courtesy: Use polite language and show respect to the audience
Confidence: Deliver messages with conviction and certainty
Consistency: Ensure verbal and non-verbal messages align
Appropriateness: Match communication style to audience and context

5.4 Categories of Communication

1. VERBAL COMMUNICATION [7%]

What is it?

The actual words you speak - the content and language you use to convey your message.

Components:

Element	Description	Examples
Words Choice	The vocabulary and language you select	Professional vs. casual language
Grammar	Correct sentence structure	"I am going" vs. "I going"
Content	The information and message	Facts, data, ideas you share
Clarity	How well-organized your message is	Logical flow, coherent points

Real-Life Example:

Scenario: Telling your boss you completed a project

✓ Good Verbal Communication:
"I have completed the project on schedule. The report includes all required data and is ready for review."

✗ Poor Verbal Communication:
"I did that thing you asked. It's, you know, done or whatever."

Why Only 7%?

When your words align with your tone and body language, they're actually more important
This 7% is mainly when there's a conflict between words and delivery
The actual content matters, but HOW you deliver it matters more

2. PARAVERBAL/VOCAL COMMUNICATION [38%]

HOW you say your words - the vocal qualities and characteristics of your speech.

Components:

Component	What it is	Examples
Volume	Loudness or softness	Loud = confidence/aggression; Soft = nervousness
Tone	Emotional quality of voice	Happy, angry, sad, sarcastic, professional
Pitch	High or low sound	High = excitement/nervousness; Low = confidence
Pace	Speed of speaking	Fast = nervous; Slow = uncertain; Moderate = professional
Inflection	Rise and fall of voice	Varied = engaging; Monotone = boring

When you say...	With this tone	Listener hears...
"That's great!"	Enthusiastic	Genuine happiness
"That's great..."	Sarcastic	You're unhappy/angry
"That's great?"	Questioning	You're unsure

Why 38% Important?

First impression of your confidence and credibility
Reveals your emotional state and sincerity
Determines if audience stays engaged or bored
Shows if you're trustworthy or doubtful

3. NON-VERBAL COMMUNICATION [55%]

Communication through body language, facial expressions, and physical appearance - without using words.

Components:

Component	Description	Examples
Eye Contact	Looking at the other person	Direct eye contact = confidence; Avoiding = dishonesty/nervousness
Facial Expression	Face movements	Smiling, frowning, raised eyebrows
Gestures	Hand and arm movements	Pointing, waving, hand gestures for emphasis
Posture	Body position and alignment	Standing straight = confidence; Slouching = lack of interest
Body Language	Overall physical movement	Leaning in = interest; Leaning back = disinterest
Appearance/Dressing	How you dress and groom	Professional attire, cleanliness, style
Distance	Physical space between people	Too close = uncomfortable; Too far = detached
Facial Color	Blushing, paleness	Shows emotional state

Real-Life Example:

Scenario: Job Interview

✓ Good Non-Verbal Communication:

✓ Firm handshake
✓ Direct eye contact
✓ Smiling warmly
✓ Sitting upright
✓ Leaning slightly forward (showing interest)
✓ Professional attire
✓ Open hand gestures
Result: Interviewer perceives confidence and competence ✓

✗ Poor Non-Verbal Communication:

✗ Weak/nervous handshake
✗ Looking down at feet
✗ Frowning or no expression
✗ Slouching in chair
✗ Arms crossed (defensive)
✗ Casual/sloppy clothing
✗ Fidgeting constantly
Result: Interviewer doubts your abilities ✗

Detailed Components:

1. Eye Contact

Direct: Shows confidence, honesty, engagement
Avoiding: Shows nervousness, dishonesty, lack of interest
Staring: Shows aggression or rudeness
Balance: Look 60-70% of the time

2. Facial Expressions

Smiling: Warmth, friendliness, happiness
Frowning: Sadness, anger, disapproval
Raised eyebrows: Surprise, interest, questioning
Clenched jaw: Stress, anger, tension

3. Gestures

Open palms: Honesty, trust
Pointing: Authority, aggression
Thumbs up: Agreement, approval
Crossed arms: Defensiveness, disagreement
Hands in pockets: Uncertainty, lack of confidence

4. Posture

Standing straight: Confidence, respect
Leaning in: Interest, engagement
Leaning back: Boredom, disagreement

5. Appearance/Dressing

Professional attire: Respect, competence
Casual clothing: Relaxed, informal
Neat appearance: Organized, disciplined
Sloppy appearance: Careless, unprofessional

Why 55% Most Important?

Because people trust what they see more than what they hear:

First impression is visual
Non-verbal cues are harder to fake
People remember what they saw
When words and body language conflict, people believe body language