Week 2 — Quick Revision
On this page 6 headings
Start here 5 minutes before your quiz? Read this page. Every key idea of Week 2 is here in one place.
Types of communication — 7 pairs
| Pair | Remember it as |
|---|---|
| Inner vs Outer | In your head vs spoken or shown |
| Personal vs Social | Family and friends vs society and work |
| Verbal vs Non-verbal | Words vs body language, gestures, tone |
| Written vs Oral | Emails and reports vs spoken talk |
| Internal vs External | Inside the company vs clients and vendors |
| Vertical vs Horizontal | Up-down the hierarchy vs same-level peers |
| Formal vs Informal | Meetings, reports, appraisals vs tea-time chats |
Other key points - The person you talk to most is yourself (inner chatter). - Body language gives 50% or more of the effect; words only 10–20% (as quoted in the lecture). - Think, feel and say must match. - Thought, Word, Deed = Manasa, Vacha, Karmana. - Formal writing: ABC = Accuracy, Brevity, Clarity. - Listening is the most important part. Even silence and a pause communicate.
Five barriers
Psychological, Language, Cultural, Organisational, Physical.
Psychological barriers — inner chatter, preconceived notions, cognitive bias, lack of interest/attention/focus (boredom), emotional state (fear, anxiety, anger), limiting beliefs. - About 70,000 thoughts a day; 80–90% are unproductive. - Fully involved → thoughts near zero. Be in the present. - Emotions cause distortion: what I mean ≠ what I say ≠ what you hear.
Language barriers — many languages, dialects and accents. - “Kade” story: same word, different meanings → can lose a friend. - Uri story: a regional language was used to block the enemy from understanding radio messages. - Language can be a barrier or an enabler.
Cultural barriers — culture is passed down generations; globalisation brings cultural diversity at work. - Head nod: side to side can mean “no” in some places; in others, slow = “yes”, fast = “no”. - German style: direct, direct eye contact. Japanese and Indian styles: polite, indirect. - High-context (China, Korea, Japan, Vietnam): non-verbal and situational cues, status and reputation matter; what is not said matters. - Low-context (Europe, North America): meaning is in spoken and written words; say “no” directly; structured, literal messages. - Overcome: study other cultures, learn values, observe and accept, be open-minded, understand mannerisms.
Organisational barriers - Hierarchy blocks free flow; juniors fear speaking up. - Complex structure and multiple reporting (dotted lines) → lost or distorted information. - No proper channels → poor quality and efficiency. - Keep official and informal (grapevine) channels separate. - Speak up with an open mind: “X and Y is the problem; Z can solve it.” - Keep friendship separate from formal communication.
Physical barriers (activities) - Action relay: motorcycle that won’t start → hard kick → starts → rides away. The action changed down the line. - Describe and draw: 1 minute to describe, 1 minute to draw, no questions. No two drawings matched.
Tips for effective communication
- Detail is lost at each step: understand → describe → listen → act.
- Assumptions (whose left? whose right?) cause errors.
- Small details matter. Repetition, questions and hand gestures help.
- Exact copy → more instructions. Creative ideas → fewer instructions.
- ABCs: Accuracy, Brevity, Clarity.
- Give size, distance, direction and scale (map: 1 cm = 1 km).
The 10 C’s
Clear, Concise, Concrete, Correct, Complete, Consistent, Confident, Creative, Courteous, Considerate.
| C | Key idea | Quick example |
|---|---|---|
| Clear | Simple, specific words | “We updated Risk and Compliance policies.” |
| Concise | Short, no repetition | COVID rules as 3 points |
| Concrete | Facts and data | “Conversion below 40%; aim 50%+” |
| Correct | No errors, exact data | “conversation”, “200 people” |
| Complete | Answer likely questions | Shutdown: 2 p.m., Sat Feb 26, 30 minutes |
| Consistent | Regular, matching updates | Weekly Friday update |
| Confident | Firm, prepared, no “umm” | “Ravi… 2 days leave on 24th and 25th” |
| Creative | Stories, humour | Ant and cricket story |
| Courteous | Polite, constructive | “There is some rework that needs to be done…” |
| Considerate | Listener’s side, empathy | “…understand what challenges you are facing” |
Listening
- Listening = paying attention to what someone is really trying to tell you.
- Reduce the noise in your head; see with your ears.
- Passive listening: no interruption; listen to the whole person (voice, tone, body language); acknowledge (“hmm”, nodding); used when someone is very distressed.
- Active listening: animation and acknowledgement; paraphrase; ask for clarification; ask questions; mirror emotions.
- Listening to the Future: listen for what the speaker desires; help them move forward; help them build hope and dreams.
- Four filters: dislike, cultural difference, bias, different opinion or values.
- Self-rating: we say 9/10; loved ones say 3–4/10.