B Pharmacy Sem 1: Communication Skills

Subject 5. Communication Skills

1. 1. Fundamentals of Communication
   2. Reading & Writing Skills
   3. Speaking & Presentation Skills
   4. Listening & Non‑verbal Communication
   5. Professional & Technical Communication

Unit 1: Fundamentals of Communication

This unit introduces the basic principles of communication: what it is, why it matters, the key components involved, different models, types of communication, common barriers, and how to improve effectiveness.

1.1 What Communication Is

Communication is the process of sending and receiving messages between two or more people to share ideas, information, or feelings. Effective communication ensures mutual understanding, builds relationships, and supports teamwork.

1.2 Key Components of Communication

1.3 Models of Communication

1. Linear Model

   • One‑way flow: Sender → Message → Receiver

   • No feedback; e.g., a public announcement.

2. Interactive Model

   • Two‑way flow: Sender ↔ Receiver with feedback and context.

   • Recognizes delays and noise; e.g., email exchanges.

3. Transactional Model

   • Simultaneous sending and receiving of messages.

   • Emphasizes shared context and dynamic feedback; e.g., face‑to‑face dialogue.

1.4 Types of Communication

• Verbal Communication

  • Spoken or written words.

  • Clarity, tone, and vocabulary are critical.

• Nonverbal Communication

  • Body language, facial expressions, gestures, posture.

  • Can reinforce or contradict verbal messages.

• Visual Communication

  • Use of images, charts, graphs, slides.

  • Helpful in presentations to illustrate data.

• Written Communication

  • Emails, reports, memos, manuals.

  • Requires organization, correct grammar, and appropriate tone.

1.5 Common Barriers to Effective Communication

1.6 Principles for Effective Communication

• Clarity and Conciseness: Use simple, direct language; avoid unnecessary details.

• Correctness: Ensure grammar, facts, and figures are accurate.

• Completeness: Provide all necessary information and context.

• Consideration: Tailor message to the receiver’s needs, background, and perspective.

• Courtesy: Show respect and positive regard in tone and word choice.

• Feedback Orientation: Encourage and respond to feedback to confirm understanding.

1.7 Improving Your Communication Skills

1. Know Your Audience: Adjust style, level of detail, and channel to their preferences.

2. Active Listening: Focus fully, ask clarifying questions, and reflect back what you heard.

3. Mind Your Body Language: Maintain eye contact, open posture, appropriate facial expressions.

4. Use Structured Messages: Organize content with an introduction, main points, and conclusion.

5. Practice Empathy: Acknowledge emotions and viewpoints to build trust.

6. Solicit Feedback: Ask for responses and adapt your message as needed.

7. Reduce Noise: Choose quiet settings, use clear visuals, and avoid technical jargon when possible.

1.8 Key Points for Exams

• Define communication and its core components (sender, message, channel, receiver, feedback, context, noise).

• Compare linear, interactive, and transactional models.

• List and distinguish verbal, nonverbal, visual, and written communication.

• Identify common barriers and methods to overcome them.

• Recall the six Cs (clarity, correctness, completeness, consideration, courtesy, feedback) and strategies to enhance communication.

Unit 2: Reading & Writing Skills

This unit explores how to read effectively to understand and retain information, and how to write clearly and professionally. You’ll learn strategies for active reading, comprehension, summarizing, and the stages of writing, including planning, drafting, revising, and editing.

2.1 Reading Skills

2.1.1 Purpose of Reading

• Information Gathering: Extract facts and data for study or work.

• Critical Analysis: Evaluate arguments, identify assumptions, and judge validity.

• Retention & Recall: Remember key points for application or discussion.

2.1.2 Types of Reading

2.1.3 Active Reading Strategies

1. Previewing: Look at titles, headings, and summaries before reading.

2. Annotating: Underline, highlight, and write notes in margins.

3. Questioning: Pose “what,” “why,” and “how” questions to guide focus.

4. Summarizing: Write a brief summary of each section in your own words.

5. Predicting: Anticipate upcoming points based on context.

6. Reviewing: Revisit notes and summaries regularly to reinforce memory.

2.1.4 Comprehension Techniques

• Context Clues: Infer meanings of unfamiliar words from surrounding text.

• Mind Mapping: Create visual diagrams linking main ideas and subpoints.

• SQ3R Method: Survey, Question, Read, Recite, Review for structured understanding.

2.2 Writing Skills

2.2.1 The Writing Process

1. Planning

   • Define purpose and audience.

   • Brainstorm ideas and research necessary information.

   • Create an outline with main headings and sub‑points.

2. Drafting

   • Write quickly without worrying about perfection.

   • Follow the outline, expanding each point into sentences and paragraphs.

3. Revising

   • Check overall structure, coherence, and logical flow.

   • Ensure each paragraph has a clear topic sentence and supporting details.

4. Editing

   • Correct grammar, punctuation, and spelling errors.

   • Improve word choice, eliminate redundancy, and ensure consistency in style.

5. Proofreading

   • Perform a final read‑through to catch typos and formatting issues.

2.2.2 Structure of Good Writing

• Introduction: Present topic, purpose, and roadmap of the text.

• Body Paragraphs: Each with a clear main idea, evidence or examples, and a transition to the next.

• Conclusion: Summarize key points, restate significance, and provide clear closing remarks.

2.2.3 Clarity and Style

• Conciseness: Use only necessary words; avoid filler and jargon.

• Precision: Choose specific, concrete terms rather than vague language.

• Active Voice: Prefer “The researcher analyzed data” over “Data was analyzed by the researcher.”

• Tone and Register: Match formality and vocabulary to purpose and audience.

2.2.4 Grammar and Mechanics

• Sentence Structure: Vary sentence length; avoid run‑ons and fragments.

• Punctuation: Use commas, semicolons, and colons correctly to enhance readability.

• Parallelism: Keep lists and comparisons grammatically consistent.

• Agreement: Ensure subject‑verb and pronoun‑antecedent agreement.

2.2.5 Referencing and Avoiding Plagiarism

• Citation Styles: Familiarize with APA, MLA, or Vancouver formats as required.

• Quoting vs. Paraphrasing: Use quotes for unique expressions; paraphrase with proper attribution.

• Reference List: Provide full bibliographic details for all sources cited.

2.3 Key Points for Exams

• Practice all four reading types (skimming, scanning, intensive, extensive) and active strategies (annotating, SQ3R).

• Follow the five‑stage writing process: planning, drafting, revising, editing, proofreading.

• Structure essays and reports with clear introductions, coherent bodies, and concise conclusions.

• Apply clear, precise, and grammatically correct language—use active voice and appropriate tone.

• Always cite sources correctly and use paraphrasing to avoid plagiarism.

Unit 3: Speaking & Presentation Skills

This unit covers the art of effective oral communication and formal presentations. You’ll learn how to plan, structure, and deliver speeches or presentations, engage your audience, use visual aids, and handle questions confidently.

3.1 Importance of Speaking Skills

• Conveys Ideas Clearly: Helps you explain concepts, persuade, or inform others.

• Builds Confidence: Strong oral skills enhance your professional credibility.

• Facilitates Collaboration: Good speakers foster teamwork and understanding.

• Supports Career Growth: Presentations, meetings, and interviews all rely on verbal fluency.

3.2 Types of Speeches and Presentations

3.3 Structuring Your Presentation

1. Opening (Introduction)

   • Grab attention with a story, question, or startling fact.

   • State your topic, purpose, and outline the main points.

2. Body

   • Organize into 3–5 key points for clarity and retention.

   • Use examples, data, and anecdotes to illustrate each point.

   • Signal transitions (“First…”, “Next…”, “Finally…”).

3. Conclusion

   • Summarize the main ideas.

   • Reinforce the core message or call to action.

   • End with a memorable closing—quote, challenge, or rhetorical question.

3.4 Planning and Preparation

• Audience Analysis: Consider their background, interests, and level of knowledge.

• Objective Setting: Define what you want listeners to learn, feel, or do.

• Content Research: Gather accurate information, statistics, and credible sources.

• Script or Outline: Write full script for practice; prepare a concise outline or cue cards for delivery.

• Rehearsal:

  • Practice aloud multiple times.

  • Time your presentation to fit allotted slot.

  • Rehearse in front of a friend or record yourself to identify areas for improvement.

3.5 Delivery Techniques

• Voice Modulation: Vary pitch, volume, and pace to maintain interest.

• Articulation and Pronunciation: Speak clearly; avoid mumbling or droppping word endings.

• Pauses: Use deliberate pauses to emphasize points and give audience time to absorb information.

• Eye Contact: Engage individuals across the room to build rapport.

• Body Language:

  • Open posture—avoid crossing arms.

  • Gestures—to illustrate or reinforce points.

  • Movement—step forward for emphasis, but avoid pacing.

3.6 Use of Visual Aids

• Types: Slides (PowerPoint), flipcharts, props, videos, handouts.

• Design Principles:

  • Keep slides uncluttered—one idea per slide.

  • Use large fonts and high-contrast colors.

  • Incorporate images, charts, and diagrams to clarify complex data.

• Integration: Refer to visuals verbally; don’t read slides verbatim.

• Backup Plan: Have printed handouts or a PDF copy in case of technical issues.

3.7 Handling Questions and Feedback

• Invite Questions: Allocate time at the end or invite during the talk.

• Active Listening: Listen fully before answering; paraphrase the question to confirm understanding.

• Structured Responses:

  • Answer briefly and directly.

  • If you don’t know, admit it and offer to follow up.

• Managing Difficult Situations:

  • Deflect or reframe hostile questions.

  • Keep control of timing and topic scope.

  • Thank questioners to maintain a positive atmosphere.

3.8 Overcoming Nervousness

• Preparation: Thorough practice reduces uncertainty.

• Breathing Techniques: Deep, diaphragmatic breaths to calm nerves.

• Positive Visualization: Imagine a successful delivery and engaged audience.

• Focus on Message: Shift attention from self to value you’re providing listeners.

3.9 Evaluation and Continuous Improvement

• Self‑Review: Watch recordings to observe habits and areas for growth.

• Peer Feedback: Solicit constructive comments on content and delivery.

• Reflective Journaling: Note what went well and what to change for next time.

• Professional Development: Attend workshops, Toastmasters, or public‑speaking courses.

Key Points for Exams

• Define and compare informative, persuasive, demonstrative, entertaining, and ceremonial presentations.

• Know the three-part structure: introduction, body, conclusion, and what each should include.

• List steps for planning: audience analysis, objective setting, content research, outlining, and rehearsal.

• Describe delivery techniques: voice modulation, eye contact, body language, and use of pauses.

• Explain best practices for visual aids and strategies for handling Q&A and nervousness.

Unit 4: Listening & Nonverbal Communication

This unit examines how effective listening and awareness of nonverbal cues enhance understanding and rapport. You’ll learn types of listening, barriers, techniques to become an active listener, and how body language, facial expressions, and other nonverbal signals impact communication.

4.1 Importance of Listening

• Foundation of Dialogue: Good listening ensures you accurately receive and understand messages before responding.

• Builds Trust: Demonstrates respect and empathy, strengthening relationships.

• Enhances Problem‑Solving: Full comprehension of issues leads to better solutions.

• Reduces Misunderstandings: Active listening minimizes errors and conflicts.

4.2 Types of Listening

4.3 Barriers to Effective Listening

• Physical Distractions: Noise, poor acoustics, or interruptions.

• Psychological Barriers: Prejudices, stress, or personal biases.

• Physiological Issues: Hearing impairments, fatigue, or illness.

• Semantic Barriers: Misunderstood vocabulary or jargon.

• Emotional Barriers: Strong emotions (anger, anxiety) that distract attention.

4.4 Techniques for Active Listening

1. Give Full Attention

   • Face the speaker, maintain eye contact, and eliminate distractions.

2. Use Nonverbal Encouragers

   • Nodding, leaning forward, and appropriate facial expressions.

3. Paraphrase and Summarize

   • Restate key points (“So what you’re saying is…”) to confirm understanding.

4. Ask Open‑Ended Questions

   • Encourage elaboration (“Can you tell me more about…?”).

5. Reflect Feelings

   • Acknowledge emotions (“I can see that’s frustrating for you”).

6. Avoid Interrupting

   • Let the speaker finish their thought before responding.

7. Provide Feedback

   • Offer constructive responses or further clarifications once the speaker has finished.

4.5 Nonverbal Communication Overview

Nonverbal signals often convey more meaning than words. They include:

4.6 Reading and Using Body Language

• Consistency: Align your nonverbal cues with your verbal message to avoid confusion.

• Mirroring: Subtly match the speaker’s posture or gestures to build rapport.

• Gestures: Use purposeful hand movements to emphasize key points—avoid fidgeting.

• Posture: Stand or sit upright to convey confidence; avoid crossing arms (defensiveness).

• Facial Feedback: Smile genuinely to create warmth; maintain a neutral expression when listening.

• Eye Contact: Hold steady but natural eye contact (about 60–70% of the time) to show engagement without staring.

4.7 Cultural Considerations

• Personal Space: Acceptable distances vary—what’s polite in one culture may feel distant or intrusive in another.

• Eye Contact: In some cultures, direct gaze shows respect; in others, it may be seen as rude.

• Gestures: Thumbs‑up, “OK” sign, and other gestures can have different meanings globally.

• Touch: Handshakes, bows, or cheek kisses vary by region—always observe local norms.

4.8 Improving Nonverbal Awareness

1. Self‑Observation: Record yourself or use feedback to notice habitual gestures or posture issues.

2. Mindful Practice: Consciously adopt open posture and controlled gestures in everyday interactions.

3. Empathy: Pay attention to others’ nonverbal signals—adjust your approach accordingly.

4. Role‑Playing: Practice conversations focusing on body language cues and responses.

Key Points for Exams

• Define active vs. passive, critical, empathic, and selective listening.

• List major barriers to listening and techniques to overcome them.

• Identify nonverbal channels (facial expressions, eye contact, posture, proxemics, haptics, paralinguistics, appearance).

• Explain how to align body language with verbal messages and cultural variations.

• Recall methods to improve listening skills and nonverbal awareness.

Unit 5: Professional & Technical Communication

This unit focuses on the specialized communication skills required in professional and technical environments. You’ll learn how to craft clear technical documents, use appropriate tone and style, manage workplace communication channels, handle reports and proposals, and maintain professional etiquette.

5.1 Characteristics of Professional Communication

• Accuracy and Precision: Information must be fact‑checked, data‑driven, and free of ambiguity.

• Clarity and Conciseness: Complex ideas broken into simple, direct statements; avoid unnecessary jargon.

• Objectivity: Maintain impartial tone; present pros and cons without personal bias.

• Formality: Adhere to organizational style guides, use respectful titles, and observe proper salutations and closings.

• Consistency: Follow standard formats for headings, numbering, and terminology within documents.

5.2 Technical Writing Fundamentals

5.3 Common Professional Documents

1. Technical Reports

   • Purpose: Document experiments, system designs, or project outcomes.

   • Key Sections: Title page; abstract/executive summary; introduction; methodology; results; discussion; recommendations; appendices.

   • Style Tips: Use passive voice sparingly; highlight key findings in executive summary; provide clear references.

2. Standard Operating Procedures (SOPs)

   • Purpose: Provide step‑by‑step instructions to ensure consistency and compliance.

   • Format: Purpose; scope; responsibilities; detailed procedure steps; safety precautions; revision history.

   • Clarity: Use numbered lists, imperative verbs (“Measure,” “Record,” “Inspect”).

3. Proposals and Business Cases

   • Purpose: Persuade stakeholders to approve projects or allocate resources.

   • Components: Problem statement; objectives; methodology; timeline; budget; risk assessment; benefits.

   • Persuasive Techniques: Use data projections, cost–benefit tables, and risk‑mitigation plans to build credibility.

4. Emails and Memos

   • Purpose: Quick internal or external communications.

   • Structure: Clear subject line; polite greeting; concise body with bullet points; specific call to action; professional closing.

   • Tone: Respectful, to the point, with appropriate formality for audience.

5. Presentations & Slide Decks

   • Purpose: Summarize technical information for meetings or training.

   • Design: One main idea per slide; minimal text; high‑quality visuals; consistent branding.

   • Speaker Notes: Provide cues and data not shown on slides.

5.4 Digital and Interpersonal Channels

5.5 Professional Etiquette and Ethics

• Confidentiality: Protect proprietary data and respect non‑disclosure agreements.

• Intellectual Property: Attribute sources, avoid plagiarism, adhere to licensing when using third‑party content.

• Cultural Sensitivity: Use inclusive language; be aware of global audience norms.

• Responsiveness: Acknowledge communications promptly; set realistic expectations for reply times.

• Accountability: Own mistakes; issue corrections or retractions as needed.

• Accessibility: Ensure documents and presentations meet accessibility standards (e.g., alt text for images, readable fonts).

Key Points for Exams

• Define the distinguishing features of professional vs. casual communication.

• Describe the core elements of technical writing: audience analysis, structure, visuals, terminology, review.

• List formats and best practices for reports, SOPs, proposals, emails, and presentations.

• Compare digital channels and their appropriate uses, along with etiquette rules.

• Recall ethical principles: confidentiality, IP respect, cultural sensitivity, and accessibility.

Communication Skills: Concise Summary

1. Fundamentals of Communication
   Understanding how messages travel: sender → message → channel → receiver, plus feedback, context, and “noise.” Learn linear, interactive, and transactional models, barriers (physical, psychological, semantic), and principles for clear, courteous exchanges.

2. Reading & Writing Skills
   Apply skimming, scanning, intensive, and extensive reading to extract and retain information. Follow a five‑stage writing process—planning, drafting, revising, editing, proofreading—to produce well‑structured, concise, and error‑free documents with proper tone and citations.

3. Speaking & Presentation Skills
   Craft speeches or slides with a strong opening, 3–5 organized points, and a memorable conclusion. Use voice modulation, eye contact, body language, and clean visuals. Practice audience analysis, rehearsal, and handling Q&A to deliver engaging, confident presentations.

4. Listening & Nonverbal Communication
   Move beyond hearing: practice active listening by giving full attention, paraphrasing, and asking open questions. Read nonverbal cues—facial expressions, posture, gestures, proxemics, and tone—and align your own body language to reinforce trust and clarity.

5. Professional & Technical Communication
   Produce accurate, objective, and well‑organized technical documents (reports, SOPs, proposals) and professional emails or memos. Choose appropriate channels (email, IM, video calls, intranet) and observe etiquette—confidentiality, clear subject lines, prompt replies, respectful tone, and ethical attribution.