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COMMUNICATION SKILL BOOK B.PHARM 1ST SEMESTER, THAKUR PUBLICATIONS PVT LTD
COMMUNICATION SKILL BOOK B.PHARM 1ST SEMESTER, THAKUR PUBLICATIONS PVT LTD
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PCI B.Pharm First semester book titled 'Communication Skills' is designed to equip students with the necessary skills to effectively communicate in the pharmaceutical industry. The course covers a range of topics including verbal and non-verbal communication, listening skills, writing skills, and presentation skills.
Students will learn how to communicate with patients, healthcare professionals, and colleagues in a clear and concise manner. The course also focuses on developing critical thinking and problem-solving skills, which are essential in the pharmaceutical industry.
By the end of the course, students will have the confidence and skills to communicate effectively in a professional setting, making them valuable assets to any pharmaceutical organization.
| As per approved syllabus of Pharmacy Council of India |
| Written by Experienced Authors |
| Fast & All India Delivery |
B.Pharm., First Semester
According to the syllabus based on ‘Pharmacy Council of India’
COMMUNICATION SKILLS*
Chapter-I (7 Hours)
Communication Skills: Introduction, Definition, The Importance of Communication, The Communication Process – Source, Message, Encoding, Channel, Decoding, Receiver, Feedback, Context.
Barriers to Communication: Physiological Barriers, Physical Barriers, Cultural Barriers, Language Barriers, Gender Barriers, Interpersonal Barriers, Psychological Barriers, Emotional Barriers.
Perspectives in Communication: Introduction, Visual Perception, Language, Other Factors Affecting our Perspective - Past Experiences, Prejudices, Feelings, Environment.
Chapter-II (07 Hours)
Elements of Communication: Introduction, Face to Face Communication - Tone of Voice, Body Language (Non-verbal Communication), Verbal Communication, Physical Communication.
Communication Styles: Introduction, The Communication Styles Matrix with Example for each - Direct Communication Style, Spirited Communication Style, Systematic Communication Style, Considerate Communication Style.
Chapter-III (07 Hours)
Basic Listening Skills: Introduction, Self-Awareness, Active Listening, Becoming an Active Listener, Listening in Difficult Situations.
Effective Written Communication: Introduction, When and When Not to Use Written Communication - Complexity of the Topic, Amount of Discussion’ Required, Shades of Meaning, Formal Communication.
Writing Effectively: Subject Lines, Put the Main Point First, Know Your Audience, Organization of the Message.
Chapter-IV (05 Hours)
Interview Skills: Purpose of an interview, Do’s and Dont’s of an Interview.
Giving Presentations: Dealing with Fears, Planning your Presentation, Structuring Your Presentation, Delivering Your Presentation, Techniques of Delivery
Chapter-V (04 Hours)
Group Discussion: Introduction, Communication Skills in Group Discussion, Do’s and Dont’s of Group Discussion.
Contents
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Unit 1: Introduction to Communication Skills
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1.1.
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Communication
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11
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1.1.1.
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Meaning and Definition of Communication
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11
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1.1.2.
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Features/ Nature of Communication
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11
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1.1.3.
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Purpose of Communication
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12
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1.1.4.
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Elements/Components of Communication
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12
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1.1.5.
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Communication Process
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13
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1.1.5.1.
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Source/Sender
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13
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1.1.5.2.
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Message
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14
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1.1.5.3.
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Encoding
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14
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1.1.5.4.
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Channel
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14
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1.1.5.5.
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Decoding
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15
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1.1.5.6.
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Receiver
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15
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1.1.5.7.
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Feedback
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15
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1.1.5.8.
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Context
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16
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1.1.6.
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Role/ Importance/Significance of Communication
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16
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1.2.
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Effective Communication
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17
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1.2.1.
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Concept of Effective Communication
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17
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1.2.2.
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Principles of Effective Business Communication
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18
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1.2.3.
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7Cs/Essentials of Communication
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19
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1.3.
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Barriers to Communication
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21
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1.3.1.
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Introduction
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21
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1.3.2.
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Types of Barriers to Communication
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22
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1.3.2.1.
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Physiological Barriers
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22
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1.3.2.2.
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Physical Barriers
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23
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1.3.2.3.
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Cultural Barriers
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23
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1.3.2.4.
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Language Barriers
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24
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1.3.2.5.
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Gender Barriers
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26
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1.3.2.6.
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Interpersonal Barriers
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27
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1.3.2.7.
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Psychological or Emotional Barriers
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27
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1.3.2.8.
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Organisational Barriers
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28
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1.3.2.9.
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Personal Barriers
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29
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1.3.2.10.
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Socio-Psychological Barriers
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30
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1.3.2.11.
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Technological Barriers
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31
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1.3.3.
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Other Barriers
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31
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1.3.4.
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Strategies for Overcoming Barriers
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32
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1.4.
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Types/Channels of Communication
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33
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1.4.1.
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On the Basis of Organisational Structure
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34
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1.4.1.1.
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Formal Communication
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34
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1.4.1.2.
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Informal Communication
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35
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1.4.1.3.
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Formal Vs. Informal Communication
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36
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1.4.2.
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On the Basis of Direction
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37
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1.4.2.1.
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Vertical Communication
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37
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1.4.2.2.
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Horizontal Communication or Lateral Communication
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40
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1.4.2.3.
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Diagonal Communication or Crosswise Communication
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41
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1.4.3.
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On the Basis of Way of Expression
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42
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1.4.4.
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Internal Communication vs. External Communication
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43
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1.5.
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Communication Perspective
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43
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1.5.1.
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Introduction
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43
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1.5.2.
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Components of Perception
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44
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1.5.3.
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Factors Affecting Our Perspectives in Communication
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45
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1.5.3.1.
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Visual Perception
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45
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1.5.3.2.
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Language
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47
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1.5.3.3.
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Past Experiences
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47
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1.5.3.4.
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Prejudices
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48
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1.5.3.5.
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Feelings
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49
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1.5.3.6.
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Environment
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49
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1.6.
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Summary
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50
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1.7.
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Exercise
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51
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Unit 2: Elements and Styles of Communication
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2.1.
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Verbal Communication
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53
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2.1.1.
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Introduction
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53
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2.1.2.
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Characteristics of Verbal Communication
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53
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2.1.3.
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Types of Verbal Communication
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54
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2.1.4.
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Role of Verbal Communication in Conveying Messages and Building Relationships
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54
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2.1.5.
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Importance/ Advantages of Verbal Communication
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55
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2.1.6.
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Challenges in Verbal Communication
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55
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2.1.7.
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Strategies to Enhance Verbal Communication Skills
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55
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2.2.
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Face-to-Face Communication
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56
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2.2.1.
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Introduction
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56
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2.2.2.
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Elements of Face to Face Communication
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57
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2.2.3.
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Role/Importance of Face-to-Face Communication
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60
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2.3.
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Non-Verbal Communication
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61
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2.3.1.
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Introduction
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61
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2.3.2.
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Characteristics of Non-Verbal Communication
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62
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2.3.3.
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Types of Non-verbal Communication
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63
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2.3.4.
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Methods of Non-Verbal Communication
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66
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2.3.5.
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Role/Importance/Significance of Non-Verbal Communication
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69
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2.4.
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Communication Styles
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70
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2.4.1.
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Introduction
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70
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2.4.2.
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The Communication Styles Matrix
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70
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2.4.3.
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Direct Communication Style
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71
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2.4.4.
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Spirited Communication Style
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72
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2.4.5.
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Systematic Communication Style
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73
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2.4.6.
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Considerate Communication Style
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74
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2.5.
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Summary
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75
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2.6.
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Exercise
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76
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Unit 3: Listening and Writing Skills
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3.1.
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Basic Listening Skills
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78
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3.1.1.
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Introduction
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78
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3.1.2.
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Elements of Effective Listening
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79
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3.1.3.
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Objectives of Listening
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79
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3.1.4.
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Process of Listening
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80
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3.1.5.
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Types of Listening
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80
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3.1.6.
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Self-Awareness in Listening
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82
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3.1.7.
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Listening in Difficult Situation
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83
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3.1.8.
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Importance of Listening
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84
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3.1.9.
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Methods for Improving Listening Skills
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86
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3.1.10.
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Barriers to Listening
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87
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3.1.11.
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Overcoming the Barriers to Listening
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88
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3.1.12.
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Difference between Listening and Hearing
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91
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3.1.13.
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Listening Skills in Pharmacy Practice
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91
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3.2.
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Active Listening
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92
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3.2.1.
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Introduction
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92
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3.2.2.
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Guidelines for Becoming an Active Listener
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92
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3.2.3.
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Advantages of Active Listening
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93
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3.2.4.
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Disadvantages of Active Listening
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94
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3.2.5.
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Three A’s of Active Listening
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94
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3.2.6.
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Difference between Active Listening and Passive Listening
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94
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3.3.
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Written Communication
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95
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3.3.1.
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Meaning & Definition of Written Communication
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95
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3.3.2.
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Characteristics of Written Communication
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95
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3.3.3.
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Types of Written Communication
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96
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3.3.4.
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Advantages of Written Communication
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99
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3.3.5.
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Disadvantages of Written Communication
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99
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3.3.6.
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When & When not to use Written Communication
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100
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3.3.7.
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Effectiveness of Written Communication for Complex Information
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102
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3.4.
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Writing Skills
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102
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3.4.1.
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Introduction
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102
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3.4.2.
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Purpose of Writing
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103
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3.4.3.
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Principles of Effective Writing
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103
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3.4.4.
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Process of Writing
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105
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3.4.5.
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Writing Effectively
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106
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3.4.5.1.
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Subject Lines
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106
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3.4.5.2.
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Put the Main Point First
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107
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3.4.5.3.
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Know your Audience
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108
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3.4.5.4.
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Organisation of the Message
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109
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3.4.6.
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Importance of Writing
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110
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3.4.7.
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Strategies/Techniques for Improving Writing Skills
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111
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3.4.8.
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Common Factors that Affect the Writing Skills
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113
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3.4.9.
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Clarity and Correctness in Writing
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114
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3.5.
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Job Application
|
115
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3.5.1.
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Introduction
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115
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3.5.2.
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Content of a Job Application
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115
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3.5.3.
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Examples of Job Application
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116
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3.6.
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Paragraph Writing
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118
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3.6.1.
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Introduction
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118
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3.6.2.
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Tips to Write a Good Paragraph
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118
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3.6.3.
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Examples of Paragraph Writing
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119
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3.7.
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Summary
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122
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3.8.
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Exercise
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123
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Unit 4: Interview and Presentation Skills
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4.1.
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Interview Skills
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125
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4.1.1.
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Meaning and Definition of Interview
|
125
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4.1.2.
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Purpose/Objectives of an Interview
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125
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4.1.3.
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Structure of Interview
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126
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4.1.4.
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Types of Interview
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126
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4.1.4.1.
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Types of Interview for Selection Purpose
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127
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4.1.4.2.
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Types of Interview for Other Purposes
|
129
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4.1.5.
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Interviewee’s Preparation
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130
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4.1.5.1.
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Before the Interview
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130
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4.1.5.2.
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On the Day of Interview
|
131
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4.1.5.3.
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During the Interview
|
132
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4.1.5.4.
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After the Interview
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132
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4.1.6.
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Interviewer’s Preparation
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132
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4.1.6.1.
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Before the Interview
|
133
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4.1.6.2.
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During the Interview
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133
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4.1.6.3.
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After the Interview
|
133
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4.1.7.
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Steps to Plan Interview
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134
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4.1.8.
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Essentials Elements for Interview/ Communication Skills for Interview
|
135
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4.1.9.
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Do’s and Don’ts of an Interview
|
136
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4.1.10.
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Traits/Qualities required for winning the Interview
|
138
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4.1.11.
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Importance/ Advantages of Interview
|
139
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4.1.12.
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Disadvantages of Interview
|
140
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|
4.1.13.
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Group Discussion as Part of Interview
|
140
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4.1.14.
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Telephone Interview
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141
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4.2.
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Presentation
|
141
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4.2.1.
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Introduction
|
141
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4.2.2.
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Prerequisites/Elements of Effective Presentation
|
142
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4.2.3.
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Format of Presentation
|
143
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4.2.4.
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Types of Presentation
|
144
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4.2.5.
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Dealing with Fears
|
146
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4.2.6.
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Stages for Giving Presentation
|
147
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4.2.6.1.
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Planning Your Presentation
|
148
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|
4.2.6.2.
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Preparing a Presentation
|
148
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4.2.6.3.
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Organising/Structuring Your Presentation
|
148
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4.2.7.
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Factors Affecting Presentation
|
151
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|
4.2.8.
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Techniques of Presentation
|
152
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4.2.9.
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Presentation Skills
|
154
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4.2.10.
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Essentials of a Good Presentation
|
154
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4.2.11.
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Role of Body Language in Presentation
|
155
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4.2.12.
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Do’s and Don’ts for an Effective Presentation
|
156
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4.2.13.
|
Oral Presentation
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156
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4.2.14.
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Importance of Rate of Speech, Pitch, Tone and Voice Modulation in Presentation
|
157
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4.3.
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Summary
|
158
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4.4.
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Exercise
|
159
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Unit 5: Group Discussion
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5.1.
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Group Discussion
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161
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5.1.1.
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Introduction
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161
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5.1.2.
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Purpose/ Objectives of Group Discussion
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161
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5.1.3.
|
Types of Group Discussion
|
162
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|
5.1.4.
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Conducting Group Discussion
|
163
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5.1.5.
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Communication Skills in Group Discussion
|
163
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5.1.6.
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Do’s and Don’ts of Group Discussion
|
164
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|
5.1.7.
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Guidelines for Effective Group Discussion
|
167
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|
5.1.8.
|
Factors Affecting Group Discussion
|
168
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|
5.1.9.
|
Advantages of Group Discussion
|
169
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|
5.1.10.
|
Disadvantages of Group Discussion
|
170
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|
5.1.11.
|
Non-verbal Communication in GD
|
170
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|
5.1.12.
|
Role of Leadership in Group Discussions
|
171
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5.1.13.
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Challenges faced while Participating in GD
|
172
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|
5.1.14.
|
Assertive Communication in GD
|
172
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|
5.1.15.
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Difference between Group Discussion and Debate
|
173
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|
5.1.16.
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Formal Group Discussion versus Informal Group Discussion
|
173
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5.1.17.
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Evaluation Parameters for Group Discussions
|
173
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5.2.
|
Summary
|
174
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|
5.3.
|
Exercise
|
175
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