the communicator notes for 2012 by ketannpithadia

Notes for Exams

Ketan.n.Pithadia

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Unit – 1

Introduction of Communication Skills

What is a communication skill?

The word communication is of Latin origin. In Latin ‘communis’ means common. It means sharing of information or intelligence. Any effort to produce meaning is a form of communication. It is the sum of all things a person does when he wants to create understanding in the mind of others.

Meaning and definition of communication:

“Communication is an exchange of facts, ideas, opinion, or emotion by two or more presents”

Communication includes all the activities of listening, speaking, reading, writing, understanding and responding.

According to Aristotle, “communication is who said what to whom with what effect.”

The communication Process

Explanation of the process:

The sender encodes the message and sends it through a channel. This channel is nothing but the language used – words, actions, signs, objects, or a combination of these. The receiver receives the message, decodes it, and acts on it. If the message received is the same as the message sent, there will be response; if not, there has been a breakdown of communication. This may happen because of ‘noise’. The transmission of the receiver’s response to the sender is called feedback. Feedback is important as it is a barometer of successful communication. If you are sending a message to somebody, your communication cycle is complete only when you get response from the recipient of your message. Otherwise, you need to resend the message.

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Process of communication skills

The individual concerned must intend to communicate it to somebody. In a broad sense, the communication process take place in the following form:

Sender EncodingChannel DecodingThe Receiver Feedback

Types and levels of communication skill

One way communication Two way communication Verbal communication Non – verbal communication

Levels of Communication

Extra-personal Communication Intra-personal Communication Inter-personal Communication Organizational Communication

o Internal-operationalo External-operational

Mass Communicationo Large reacho Impersonalityo Presence of gatekeeper

Flow of communication

Downward communication Upward communication Lateral communication Diagonal or cross wise communication

Characteristics of communication:

1. Communication is a two way process.2. Communication is a cyclic process.3. Communication conveys mere codes, not the meaning.4. Communication is both an art as well as science.5. Communication is a dynamic process.6. Paul Watzlawick stated that, “one can not communicate.”7. Communication shows multiplicity of patterning.


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Unit – 2Verbal and Non – Verbal Communication

What is non-verbal communication?

It refers to anything that transacts beyond written or spoken symbol for e.g. a presentation of voice, signs and signals, eye contact, silence A number of non- verbal clues play an important role in oral communication.

Components of Non – Verbal CommunicationAppearance GesturesFacial expression PostureBody language Eye ContactProxemics HapitcsGraphs/charts/maps Signs/symbolsColour Paralinguistic

Barriers to effective communication

Sender related barriers Receiver related barriers Situation related barriers Linguistic Barriers: Physical barriers Psychological barriers Contextual Barrier: Experimental barrier Tone barrier Attitude barrier Semantic barrier

Communication across culturesPeople vary in terms of their education, culture, language, environment, age, sex, financial status, etc. At times, something not experienced by you earlier will be difficult o interpret or appreciate.To enhance your communication skills, it is necessary to know the background of your audience. You can accordingly use that information


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Unit – 3

Listening Skills

Definition:

Listening is process of receiving, interpreting and reacting to a message received from the speaker.

No communication process is complete without listening.

Hearing and listening are not the same.

Types of listening

Appreciative Listening Empathetic Listening Comprehensive Listening Critical Listening

Traits of a good Listener

Being Non – evaluative Paraphrasing Reflecting Implication Reflecting Hidden Feelings Inviting further contribution Responding Non – verbally

Barriers to effective listening

Environmental conditions Space /Distance Omniscient attitude of the listener Infrastructure Speed of the speaker Posture of the listener Speaker’s non-verbal clues Lack of factual information Voice and tone of the speaker Language Horn’s effect Span Lack of appeal Iconoclastic ideas if the speaker


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Unit – 4

Presentation Skills

Defining Purpose

Purpose of is to provide information or to analyze a situation, you and the audience generally interact in a limited manner

Your purpose to persuade a people to take a particular action, or to collaborate with them in solving problem, or making a decision, the interaction would be more.

Nuances of Delivery:

There are four modes of delivery

Extemporaneous Manuscript Impromptu Memorization

Body language and Kinesics

Dress professionally Face your audience Audience focus: maintain eye contact with audience Point and re-orient Be enthusiastic Personal appearance Posture Gesture Facial expression Eye contact Paralinguistic Quality Volume Pace/Rate Pitch Articulation Pronunciation Voice modulation Pauses


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Unit – 5

Interview Skill

An interview is a psychological and sociological instrument

It is an interaction between two or more persons for a specific purpose, in which the question and answers asked to the person to assess his suitability for recruitment, admission, or promotion, or for an opinion

Types of Interviews

Job interviews Information interviews Persuasive interviews Exit interviews Evaluation interviews Counseling interviews Conflict resolution interviews Disciplinary interviews Termination interviews

Objectives of interview:

The writer has used the word ‘interview’ itself to highlight the objectives of interviewing.I Interaction between the recruiter and the prospective recruit.

N Nominating a person for an office or job position.

T Testing skills and personality

E Eliminating unfit or unqualified candidates.

R Recruiting.

V Value the candidate

I Inquiring for obtaining additional information.

E Examining the reason for resigning.

W Work and work culture briefing.

Ten success Ten failure


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factors

Positive attitude towards work Proficiency in the field of

study Communication skill(oral and

written) Interpersonal skills Confidence Critical thinking and problem-

solving skill Flexibility Self – motivation Leadership Teamwork

factors Arrogance Apathy Uninhibited nervousness Equivocation Lack of concentration Lack of crispness Lack of social skills Lack of firmness Inadequate quantitative /

Qualitative skills Unsuitable personality

Unit – 6

Paragraph WritingWhat is paragraph?

A paragraph is a group of sentences or a single sentence that forms a unit. In other words, it is a group of related sentences which express a single idea.

A paragraph can express many things an opinion, provide information through the use If facts details, tell a story, or simply describe a person, a place, an object, or a feeling.

The controlling idea functions like a seed through which your paper, any your ideas, will grow. The decision about what to put into your paragraphs begins with the germination of an idea or through. The ‘germination process, is better known as brainstorming.

Step 1 – OutlineStep 2 – Topic SentenceStep 3 – Supporting sentencesStep 4 – Concluding sentence Step 5 – Final paragraph


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Unit – 7

Group Communication

Today, you find terms in factories, corporate offices, research laboratories, universities, hospitals, law offices, government agencies, and every other kind of organization you can imagine.

Member of an organization communicate in groups to achieve any of the purposes listed below:

To share and exchange information and ideas

To collect information or feedback on any project/policy/scheme

To arrive at a decision on important matters

To solve a problem which is of concern to the organization as a whole

To discuss the issues related to a particular topic in relation to the group itself or for the benefit of a larger audience

To elaborate upon any work undertaken or research done in order to elicit feedback

Organizational group discussion:

Brain storming Nominal group technique Delphi technique

Do’s and Don’ts of Group discussion

Keep eye contact while speaking Initiate the GD Allow others to speak Speak clearly Make sure to bring the discussion on track Positive attitude Speak sensibly Listen carefully to others No need to go into much details Formal dressing


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Unit – 10

Letter writing

Purpose of Business Letters

To inform To collect duesTo congratulate To complainTo enquire To make adjustmentTo order To sell a product, service or schemeTo request To apply for job

Layout

Block layout Modified Block layout Semi – Blocked layout Simplified Layout

Types of letters1. Claim letters (a formal complaint letter)

You may have to write complaint letter for any of the following reasonBilling errorDamaged goodsWrong goodsWrong quantityUnsatisfactory quality

Goods not matching the sampleDifference in agreed priceLate deliveryNon deliveryPoor service

Remember:- To write as soon as you find the mistake- To base your complaint only on facts- To think patiently and not to assume that supplier is obviously to be blamed- To avoid rudeness

2. Adjustment letters- In reply to claim- To satisfy your customer- To safeguard the reputation of your organization

Reason to write adjustment letterTransport delayPoor packagingLack of expertise

Inadequate stocksNationwide shortage


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3. Sales letter

Appearance ManufacturingWorking PackagingPrice Discount offersMode of delivery

If it is a service such as offering consultancy to some organization, you must understand the following.People involved DurationDetails of job undertaken ChangesTerms and conditions

In order to make sales letter effective, you should ensure that they accomplish the following objectives:Catch the reader’s attention Arouse the reader’s interestCreate a desire in the reader Motivate the reader to action

Job application:There are two types

- Cover letter- Resume

In Cover letter you should include:Introduction Summarize your best credentialsMain text Conclusion

Resume include:Appearance and elements Personal informationCareer/ professional objective Education/ Academic preparationWork experience / professional skills Activities and achievementsSpecial interests and aptitudes Reference

There are three types of writing Resume:1. Chronological2. Functional 3. Hybrid/ Combination 4. ASCII (American Standard Code for International Interchange)5. HTML (Hyper Text Mark – up Language )


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Unit – Reading Skills

Which are the types of reading explain in detail?

Reading skills are of immense importance. Developing effective reading skills is essential to all of us

Types of reading

Skimming type of reading Scanning Sampling Extensive Reading Intensive reading Reading comprehension Silent reading Loud reading

Techniques of improving reading

Motivate yourself Expand your eye span Do not read in fragments Bookmark the text Seat in a comfortable posture Put dictionary, thesaurus near to reading

table Surrender unnecessary body movements Improve grammar and vocabulary Improve reading span Do not listen to music while reading


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Unit – Technical Reports

Describe the type of technical Reports with their explanation

Report writing Is one of the important responsibilities of professionals and students. Technical reports are the inevitable part of business organizations and industries.

Types of reports

The periodic report The progress report The laboratory report The feasibility report Trouble reports

Structure of technical report

Title page Preface/Letter of transmittal Table of contents Introductions Discussion proper Description Conclusion Recommendation Conclusion List of references / Appendix / Index


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Grammar

Provide the substitute for the following statement

1. A PLACE WHERE MONK LIVE---

2. EXITING ONLY IN NAME---

3. A CLOSE WATCH OVER SOMEONE---

4. RETIRED ON ACCOUNT, OF AGE, USUALLY WITH PENSION---

5. CAUSING OR TENDING TO CAUSE SLEEP---

6. A LONG WANDERING JOURNEY---

7. THE MANNERS OF OPERATING OR PROCCEDING---

8. PERSONAL REMINISCENES IN A NARRATIVE FORM---

9. THAT CANNACT BE PACEFIED---

10. A LIGHTLY CONSTRUCTED OPEN BOOTH GENERALLY USED AS A NEWSTAND---


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