2. Communication Skills

Communication Skills

What is Communication?

Communication is the exchange of information, ideas, thoughts, and feelings between people through verbal and non-verbal methods. It is a two-way process involving a sender, a message, a medium, a receiver, and feedback.

Diagram showing the communication model with sender, message, receiver, feedback, and noise

Figure: The communication process — encoding, sending, decoding, and feedback with potential noise at each stage.

Principles of Effective Communication

Clarity — Be clear about your message and purpose
Conciseness — Keep it brief without losing key information
Correctness — Use accurate facts, grammar, and tone
Completeness — Include all necessary information
Consideration — Consider the receiver's perspective and feelings
Concreteness — Use specific facts and figures over vague statements
Courtesy — Show respect regardless of position

Common Communication Mistakes

Interrupting before the other person finishes
Assuming understanding without checking
Using jargon or overly complex language
Focusing on what to say next instead of listening
Letting emotions override logic
Multitasking during conversations

Feedback: Giving and Receiving

SBI Model for giving feedback: Situation (when/where), Behavior (what was observed), Impact (the effect). For receiving feedback, listen without defensiveness, ask clarifying questions, thank the giver, and reflect on the message.

Interview Skills

Preparation is key: research the company, practice common questions using the STAR method (Situation, Task, Action, Result), prepare questions to ask, and follow up with a thank-you note. For telephone/video interviews, ensure a quiet environment, good lighting, and test your technology beforehand.

Ladder of Inference

A mental model showing how we move from data to action: Observable Data → Selected Data → Added Meaning → Assumptions → Conclusions → Beliefs → Actions. The ladder helps us recognize when we're jumping to conclusions.

Practice Task: Practice the SBI feedback model with a partner. One person shares a scenario, the other gives feedback using Situation-Behavior-Impact. Then switch roles. For the Ladder of Inference, recall a time you made an incorrect assumption about someone and trace your thinking up the ladder.