communication skills 1

Question 1

Communication

Answer 1

Communication is a two-way process through which
information or message is exchanged between
individuals using language, symbols, signs or
behaviour.

Question 2

To learn a language, one needs to develop four key skills, namely

Answer 2

listening, speaking,
reading and writing

Question 3

Feedback is important in communication

Answer 3

Feedback is important in communication
as it helps in knowing whether the receiver has
understood the message or not

Question 4

Effective communication involves skills that can be
utilised to send messages that are

Answer 4

clear, concise and
accurate.
- A clear statement is one which conveys the exact
message that you are trying to convey to the other person.
- A concise statement is appropriately brief or to the point.
- An accurate statement is one that is factual, i.e., its
correctness can be verified.

Question 5

importance of Effective communication

Answer 5

. Effective communication
skills help us to communicate the message correctly,
precisely and completely. Lack of communication skills
can result in confusion, frustration, wasted effort and
missed opportunities.

Question 6

________is one of the most important skills in
communication.

Answer 6

Listening skill is one of the most important skills in
communication.

Question 7

Given below are some reasons why listening
attentively is important.

Answer 7

• We listen to obtain information.
• We listen to understand.
• We listen to enjoy.
• We listen to learn.
• We listen to build and maintain relationships.
• We listen to resolve conflicts.

Without the ability to listen attentively, messages
can be easily misunderstood. Thus, communication
breaks down and the sender of the message can easily
become frustrated or irritated.

Question 8

Active listening

Answer 8

Active listening is an art, which comprises both a desire
to comprehend, as well as, offer support and empathy
to the speaker
- listening allows you to
understand the problems and collaborate to develop
solutions.

Question 9

factors that affect active listening

Answer 9

• Eye contact: Maintaining an eye
  contact with the person you are talking to sends
  a signal to the speaker
• Gestures: These indicate to the speaker if you
  are listening or not. Keep your hand and feet still
  while talking to someone.
• Avoiding distractions:
  You must physically
  remove the distractions in order to listen attentively.
• Giving feedback:
  Feedback can be positive or
  negative. But in both the cases, one needs to be
  polite so that the person to whom the feedback is
  being given is not hurt or offended.

Question 10

The five stages of active listening are
as follows

Answer 10

1. Receiving: It involves listening attentively.
2. Understanding: It is an informed agreement
   about something or someone.
3. Remembering: It refers to the retrieval or recall
   of some information from the past.
4. Evaluating: It is about judging the value, quantity,
   importance and amount of something or someone.
5. Responding: It is about saying or doing
   something as a response to something that has
   been said or done.

Question 11

How to ensure active listening?

Answer 11

‘RESPECT’
R - Remove
E - Eye contact
S - Show
P - Pay
E - Empathize
C - Clarify doubts
T - Tune