Downloaded From BEhelp.in Gl The Online Guide For B.E. For More Downloads Visit BEhelp.inns . Syllabus . units 1 Some Key Concepts Process and Elements of Communication: context of communication; the speaker / writer and the lister er / reader; Medium of communication; Principles of communication ( 7 C's of communication); Barriers in ‘communication, effective communication; Commiinication in organization Unit 11 Writing ‘Selecting material for expository, descriptive, and argumentative pieces; Resume: covering letter, Elements of letter writing and style of writing, business letters: Quotation and Tenders; Basic of Informal and Formal Reports . technical report writing; Lab report; Precis writing, Unit: 111 Reading 7 Effective Reading, reading different kinds or texts for different purposes: reading between the lines; Comprehension of Unseen Passages. Grammer in use: Errors of Accidence and syntax with reference to parts of specif: Agreement, GF subject afid verb; Tense and Concord; Use of connectives, Question tages. Voice and Narration, Indianism in English: Punctuation and Vocabulary, Building Antonym, Synonym, Verbal Analogy and (One Word Substitution). . Unit:1V Speaking, ‘Achieving desired clarity and fluency; effective speaking ; talk-oriented inter - personal, informal and semi-formal speaking. Meetings, Seminar, Conferences, interviews, Presentation, Audio vistial communication. Unit:v Listening Achieving ability to comprehend material delivered at relatively last ‘speed, comprehending spoken material in Standard Indian English, British, English and American English: Intelligent listening in situations. Advantages of, listening Hearing and Listening: Essentials of Good Listening. Use of Moder ‘Communication Devices; Telephonic Conversation. (Communication Ski Some Key Cancepts Unit - Some Key Concepts a4 And. Define communication ? The term “communication” is derived from the latin word * COMMUNI ' which means common thus, while communicating, a common ground of understanding is established. In simple words, communication may be defined as" interchange of thoughts or information between two or more-persons to bring about mutual understanding and confidence". Itis the intercourse by words, letters, symbols or message. ‘Simple definition of communication by WH. Newman’ and C.P. Summer Jr is “ communication is an exchange of facts, ideas, opinions or emotions by two or more persons", Peter tittle has defined communication as " communication is the Process by which information is transmitted between individuals and Jor organisations so that an understanding response results. Q.2_ Describethe purpose and main components of communication ? or Describe communication cycle ? ‘The main purpose of communication is to inform or to bring round toa certain point of view, or to elicit action. Its purpose involves the communication of ideas, thoughts. The main components of communication are iy Sender i) Message iii) Channel iv) Receiver v) Response. And i) Sender - The person who sends the information is known as sender. li) Message - Message is the relevant data or information. To encode a message, relevant symbols are selected and arranged viCommunication Si a3 Ans. ‘some key Concepts into pattern to convey meaning. iii) Channel -Itis the medium through which message is conveyed. The choice of the channelis determined by the situation. iv) Receiver - The person on the other side of the channel is Receiver which receives the information send by the sender. v) Response - When the sender transmits a message, he expects a response. The response may be immediate or differed, favorable or unfavorable. The communication cycle include the last element as feed back. The observaiion of the receive response is called feedback, Immediate or telephonic conversation feedback. is useful for both, sender and Receiver. Common frame of reference sender Message Receiver Response > > > Channet = Sent | Receives Semantic gap Feedback Process of communication Explain communication situation ? Asituation in which an entire of communication can be completed is known as communication situation. It may be written, oral, face to face or non-verbal. Communication situation may be intended intentionally or unintentionally. The main four components of communication situation are as follows :~ (a) There is a person called sender or transmitter which tranamits information. (b) There isa person called receiver which receives information. (c) The Receiver should partly or wholly understands the message. (d) The Receiver should repond to the message i.e. there is some kind of feedback. Pf ‘Communication Suit a4 Ars ‘Some Key Concepts Define business communication 7 Describe business activi and the objectives of business communication 7 Business communication is a specialized branch of general communication. " Business communication is the use of effective language for conveying a commercial or industrial message to achieve a predetermined purpos: ‘Communication is the life blood of all business activities. These business activities are of two types -(a) internal activities. (b) external activities. ‘Among internal activities are maintaining and improving the morale of the employees, announcing policies and organizational changes, prescribing methods and procedures, giving orders to the workers, the managementinformation etc. External activities include selling and obtaining goods and services, reporting to the government and shareholders on the financial condition and business operations and creating a favourable climate for conducting business. “The various objectives of communication are as follows - (2) Information (b) Advice (c)order (d) Suggestion _(c) Perusasion (education (g)Werning —_—(g)Raisingmorale —_—_(i) Motivation (a) Information - Information consists of facts and figures and data arranged in patterns which are useful fordifferent purposes. It is one of the most important objective of communication as Messages which give information contain data on which conduct of business is based . In any organization, Information on the following aspecisis very important- (i) Information about its products specifications and characteristics or quality, quantity, price and theirdemandin market. ..-; (ii) Information about the government rules and regulation and their effect on product policy of organization. i) Information about the availability of raw materials and how these 13/ KRESHEA cor RE gMpiTy NAGARCommunication Skit ‘Some key Concepts materials can be obtained from different sources to fulfil the requirement on the lowest prices, (iv) Information about the consumers and theirneeds. (v) Information about the advertising media (vi) Information about the latest developments in the fields of science and technology. (vil) Information about the precise nature of every employees job, its Scope and procedures governing it. (viii) General information on the various policies and activities of the organization. (ix) Information about the rival companies and their products with corresponding prizes. Past & present performance of different companies should be known, () Information about the political, social and Economical conditions. (xi) Information about the production and sale capacity of the organization. (xii) Detaled information about.the members of the staff, their academic and professional qualifications, their efficiency & reliability, their limitations ete. (b) Advice - Advice is another important objective of communication Advice flows horizontally or downward. Advice should be both man oriented and work oriented i.e. it should be related to a specific piece of work. The only justified motive of giving advice is the betterment of the work and the worker. Effective advice does not make the worker feel. inferior, effective advice promotes understanding. (c) Order -Order is an’authoritative communication The downward flow Of information is dominated by orders. The orders are given by Superior offices to juniors. Orders may be in written or in oral form, The. order is of a highly responsible nature. Order must be clear and complete so that the person who receives the order knows exactly what to do how to do and when to do it. Order should be given in a friendly way. @) jestion - Suggestion is a very mild and subtle form of communication. It flows horizontally or vertically up wards. Suggestions are voluntary and anonymous and thus can be given by anybody. in different companies suggestions are submitted through Communication Skit SMRITI NAGAR MO, - 9691859316, 9584601916 Some Key Concepts suggestion boxes. All the employees should be encouraged to give suggestions as its fruitful for organization. (e) Persuasion - Persuasiori means making effects to change or influence the attitudes and behavior of others. The element of persuasion is used when a company want to get the publics good will and investment; when the government needs the peoples services and taxes. Persuasion is an art of convincing othes, it is not compulsing or imposing ones thoughts on other. Persuasion should be indirect and suggestive, This art comprise of four important steps - (1) Analysing the situation and knowing the psychology of the man to be persuaded in orderto plan a suitable strategy. (2) Preparing the Receiver by discussions and putting him in a pleasant frame of mind by complimenting his outstanding qualities and achievements. (8) Delivering the message stage by stage and making thoughts to be understood by him (4) Last step is prompting action Also, the three factors of persuasion should be considered - (a) The personal character and reputation of the persuader must be respected and accepted by others. (b) The emotional appeal made by effective. (c) The logic of the presentation made by the persuader must be reasonable and must convince the audience that they will be benefited by proposed ideas, views or actions (f) Education - Education for the management, employees and outside Public is necessary to widen knowledge as well as to improve skills Management should have the knowledge of latest developments in the field of science & technology; employees should help management to implementit in factory, companies and thus increase profit; Education for the outside public is necessary to know about new products, brands, availability of the substitutes, prizes etc. (g) Warning - warning is a forceful means of communication. It is given by higher officials when employees do not abide by the norms of the Persuader must be suitable & on 44/ - 13/‘Communication Skit ‘some Key Concepts organization or violate the rules & regulations of organisation. Features of warning are, (1) Warnings can be general or specific. general warnings are common to all eg:-* No Smoking '' No talking etc. Specific warnings are for 2 particular person. It should be administered in private and after through investigation (2) The aim of giving a warning should be the organisation betterment, (h) Raising Morale - Raising morale deals with increasing of menta health High morale acts as a lubricant among people, binds them with a sense of togetherness & impels them to work hard in the bes! interest of their organization. i (i) Motivation - Motivation is a general term applying to the entire clas of drives, desire needs, wishes & similar forces. It is said tha managers motivate their subordinator,. It means that they do thes¢ things which they hope will satisfy their drives and deseres and induct Communicaton Skit (b) subordinates to act in a desired manner. In all motivation energie ~ and activates a person and channelises his behavior to wards the attainment of desired goals. Motivation can be achieved througt monetary incentives, making the workers participate in the decisior making process, making achievement goals very specific and givin{ security and a congenial work environment. Q.5 Describe various types of communication ? ‘Ans. Communication can be broadly classified into two : interpersone communication and organisational communication. Interpersona communication is the communication between two persons anc organisational communication is the communication among severa individuals or groups. Now these two types of communication ma, take several forms which are on the following basis (i) The method of transmitting and receiving communication - Ora, Written and Non -verbal (ii) The direction of communication - downward, upward and horizonte orlateral. (ii) The structures oflines of communication -formalandinformal. —_| (O(a). Oral Communication - It occurs through the spoken words ant 7 76/7 | | (©) (ii) ‘Some Key Concepts takes place primarily in face to face communication. It is the fastest mode of communication as it allows immediate feedback. It is the Most preferred method of transmitting information as it helps the transmitter to determine instantaneously whether the receiver receives the communication and understands it. The parties concemed can easily exchange their thoughts and feelings. This helps in improving the motivation of people and generating a felling of Participation. About two - thirds of the manager tasks are done through telephone calls, tours, unscheduled and scheduled meetings which nearly consume 78% of their time in verbal interaction. Written Communication - owing to the total depersonalizaticn of relationships, apart from oral communication, written communication is an essential part of organisational life. Written communication is important where precision of language”and- docurhentation of message content is important. A written communication help in determining responsibility and become a part of the recorded memory of organisation. written communication include letters, reports, memoranda agenda, manuals, handbooks, newspaper, magazine, essays, stories, novelsete. Non-Verbal communication - There are various other ways of communication apart from above two. for example even when a Person speaks, the words may be accompanied by posture, gestures, facial expressions etc. These forms of communication are known as non-verbal communication. This method cab be broadly classified into two physical or symbolic language and body language. These are highly powerfull and significant means of communication and play an extremely important part in the process of transmitting information. According the directions of communication - a) Downward communication - It is also knows as top to down communication. It refers to communication from @ superior-to a subordinate, Such communication relate to objectives plans, programs, rules & regulations It may be command, suggestion, advice. query or opinion. - . Katz and Kahn have identified general purposes ‘of downward communication in an organisation. These are = (a) Specific directives about job performance es a Real TN ye. 9395 889918.communication Shit ‘some Key Concepts (b) Information about rationale ofthe job (c) Feedback about performance. (d) Information about organisational procedures and practices, (b) Upward communication - It is also known as down to up communication. It is a communication from ‘a subordinate to a ‘superior. It generally seeks classification on matter not so clear to the subordinate or provides information to the superior on implementation ofplans & policies or expresses an opinion on a matter or is a request. This upward from of information helps those at the top to know the actions, attitudes, opinions & feeling of people. (c) Horizontal_or Lateral communication - This is communication across departments or between people within the same or different departments not having superior - subordinate rélationships. As the activities of different departments and people are interdependent there is need for proper coordination of their activities. The best ‘example is that of The marketing and production departments. Emphasis on fiarketing’ will be pointless. unless it plans are communicated to the production department the marketing head has to be in constant touch with the production chief to meet customers ‘order in schedule. This can be achieved with help of horizontal communication. According to structure of lines of communication - (a) Formal communication - This kind of communication is along the pathways prescribed already by the organisation. The downward and Upward communication between @ superior and his subordinates are forms of formal communication. Even nowadays, horizontal communication is provided by organisation to achieve its objectives which is also a type of formal communication. (b) Informal Communication - This type of communication is not along planned lines of interaction. It is a result of the natural desire on the part of people to communicate with each other when they associate on a regular basis. People in the system develop this own ‘communication system or the ' grapevine *. Through this system of ‘communication, they are able to exchange views on organisational as. well as personal matters. The informal communication system cat po 78/ Communication Ski as. Ans a “ coy ‘Some kay Concepts supplement, complement eommunication system. as well as supplant the formal What are the diferent factors which Influences interpersonal communication? Interpersonal communication flows in any direction and its nature and quality are subjected to various influences by different factors. The most important factors are social influences, perception, interaction involvement and organisation design. Social Influences - In interpersonal communication, a variety of influences can affect the accuracy of the intended message such as status barriers prevailing norms and roles people have to play & soon - The social processes at work in a group or organisation determine whatis said, to whomitis said. and how itis said, Perception - The perceptual processes of employees hove considerable influence on the communication process. The message that they receive from their superiors are viewed in the light of their perceptions as well as their interest in the message, or the agree disagreement with it and the like. Any message from the. superior whom a subordinate likes is viewed positively, where as even favorable message from a superior whom the subordinate dislikes is taken with a pinch of salt, interaction Involvement - Interpersonal communication is deeply affected by the seriousness of the involved parties in interaction. The strength of a chain is determined by its weakest link. Given all the seriousness and efficacy on the part of one party, the effectiveness of communication will depend upon how involved the other party is. This is called interaction involvement. Interaction involvement consists of thre interrelated dimensions- responsiveness, the extent to which individuals are clear about how tc repond in social situations. perceptiveness, the extent to which individuals understand the meaning attached to their words and behaviors; and attentiveness, the degree to which individuals heed cues from their immediate social environment. f9/Communication Skit az Organisation Design -A centralised structure inhibits free flow of communication where a decentralised structure is said to improve it Distortions in a message are more likely if it has to travel through several levels in the hierarchy. Therefore, face to face communication is desirable. That is, the design of the organisation influences the communication process. Describe the process of communication, Also, describe various elements of communication ? For the process of communication, at least two persons are required - a sender and a Receiver - irrespective of whether they talk or use some other form of communication. In the process of communication, sender initiates the communication by putting data in such a form that it-can be conveyed. The sender encodes & sends the message through channel. The Receiver receives the communication and tries to understand it by decoding and finally takes an action which may be to store the information or to send a message to the sender or any other line of action based on the information received. In inter personal communication, they usually involve one or more of the senses. as seeing, hearing, touching, smelling & tasting. Thus. transmission can take place through both verbal and non-verbal , means. Thus, process of communication is completed Elements in communication are broadly grouped into to following i) Source Message ili) Channel iv) Receiver v)Effectand vi) Feedback : ‘Commen rame of reference : Sender Message Recaiver Response » > > ! (channel Sent | Received | Process of Communication } 1104 i ‘some Key Concepts ommunicaton Skil ‘Some Key Concepts ‘Source - The source or sender or communicators the originator ofthe message. It may be an individual, a group or an organisation though ultimately it is the individual who might be acting a role. The source intends to say something through the message. He decides on a particular channel. The selection of the channel of communicatioi is again dependent on several factors such as physical distance of the receiver time factor, availability of channel and soon. According to the requirements of the channel the sender attempts to encode his message that is , translates his ideas into a systematic set of symbols. Encoding is influenced by various factors as senders previous experiences with the subject, emotional state at the time and the importance of the message. Message - Message is the idea that is communicatied. Massage are composed of words, ideas, symibals & concepts having a certain meaning for the source & the Receiver. It may be coupled with feelings or emotions expressed through intensity, farce or even gestures Sometimes, encoding of messages is required. Encoding is the translation by the source of an already conceived idea into a message appropriate for transmission. Decoding is the translation of the received message into a appropriate meaning. In fact, in continuous flow of messages, encoding decoding is carried on by both the parties. Channel! - The means by which a message travels from a source toa Receiver is called a channel. Itonnects the source to the Receiver. It is the path by which the message is physically transmitted. Channels may be classified into mass media and interpersonal channels. Mass media Channel include newspaper, magazines, Radio, televison etc. interpersonal channel exchange between a source and a receiver, including the use of the telephone or correspondents or even non - verbal symbols such as hand or facial gestures or other body movements Immediate feedback is providedin the latter type of communication: Receiver - The single most important element in the communication process is the Receiver Any negligence of the receiver is bound to make communication ineffective. Receiver should be willing fo receive the message then, only message can be received and interpreted. in, the case of an oral message, a receiver has to be a'good listener. As KRISHNA COSTERS SMRITI NAGAR . WO. + 9891859316, 9584601916Commur ication Sait ‘Some Key Concepts Listening alone is not sufficient he should also be willing to understand. A communicator can only make sure that message reaches receiver, understanding it is only on the partof receiver. Effect - The change in behavior of receiver as a result of the transmission of a message is called the communication effect. The receiver may ignore the message or store the informe"'*> “eceived or act onit. Therefore broadly, there are three types of enaris i) Changesin the receivers knowledge ) Attitudes iti) Overt behavior ‘A message may contain a simple information which only adds te the receivers knowledge orit may affect his values or norms and make him react. Or it may evoke such a response that it elicits some information from him or makes him behave differently. These changes usually, but not necessarily, occur in a sequence. A .change is knowledge usually precedes a change in attitude which precedes ¢ ° change in overt behavior. . Feedback - Feedback is a response by the receiver to the sources message. The receiver also generates a message in response to th message he receives. This. message from the receiver helps the source to-see- how effective his message has been and may takt ‘account of the feedback in modifying subsequent messages. Thi feedback may take the form of a verbal response, a nod.of the head, : question seeking further information or no response at all. It may onl provide some information which has been sought or make : correction in the original message or acknowledge the clear receipt the intended message. As with the original message transmission feedback also involves encoding, channel or medium and decodin, feedback therefore makes communication dynamic and or two wa! phenomenon. It also reverses the roles making the receiver a sourct and the source a receiver. Thus, communication is a two - wa reciprocal process.” @8 Whatarethe various barriers to.communication ? (8 marks)(Ms, June 07, CSVTU) ee - f2/ . Communication Skit ‘Some Key Concepts Ans. When a communication is sent, it may or may not be effective, thatis, the receiver may not understand the message in the way it was intended. The reasons for its ineffectiveness may be due to barriers to communication. Some of the defects and barriers to communication are in the mechanical devices used, some in the human mind, and others in the instruments of communication, normally language and other symbols used. The barriers to communication are as follows :- a) Personal barriers b) External or mechanical barriers or physical barriers ©) Psycho - Sociological barriers 4) Semantic barriers a) Personal barriers -Personal barriers arise from the motives, attitudes and sentiments of people which create a psychological distance similar to physical distance. A person may be unaware of his motives, attitudes or sentiments. or problems may originate in the encoding and decoding of each others motives , attitudes and ‘sentiments. That is , a break down in communication may occur because of interpersonal emotion and interpersonal perception. b) Externalormechanicalorphys The different types of mechanical barriers are as follows- i) Defects inthe channel - Defects in the devices used for communication are purely external and usually not within the control of the parties engaged in communication. Defects in the Channel may generate noise and distort information and communication cannot be achieved. Partial failure of the mechanical equipment is more dangerous than a complete failure because a partial failure carries an incomplete or distorted message, which night cause a wrong action to be taken. ii) Noise - During the transmission of information through the channel, noise may distort information due to various environmental effects. These effects are such as traffic, construction work, human sounds in the neighborhood etc. Organisations which can afford sound - proof rooms can overcome this barrier.~ ili) Defects in the organisation - Orders, information have to pass M37 rs -‘Communication Skit iv) °) ‘Some Key Concepts through too many levels of authority to reach the correct concemed person. So, they are likely to get distorted and edited and its probable that the correct information is lost. In upward communication, subordinates tend to send up only such information which will show them in a favourable light. In spite of routine reports and system of sending copies of documents for information, some information still fails to reach some persons. In downward communication, the loss of information is said to be as great that many employees at lowest level receive only 20% of what they should get. Circular, bulletins notices, letters are not circulated properly and so, information is not reached to everybody. ‘Time and distance - Time and distance also act as barriers to the smooth flow of communication. Use of telephone along with computer has made communication very fast and has, to a extent, overcome the space barriers. However sometimes mechanical breakdown render these facilities ineffective. Also, distance between transmitter and the receiver becomes an mighty barrier in effective communication. Physical barriers need just a little care to overcome. » Psycho = Sociological barriers - Communication is effected by personal feelings, desires and hopes, likes and dislikes views and ons. These factors are in both the sender and the receiver and may operate in any way in a given act of communication, they are difficult to predict because they can be influenced by such factors as time place and the circumstances of communication. The various social -Psychological barrier are as follows - i Self - Centered Attitudes and opinions -Personal attitudes and opinions often act as barriers to effective communication because ifit is according to ones opinions and attitudes, it is accepted favorably. But if an information disagrees with ones views or tends to run contrary to ones accepted beliefs, person donotreactfavourably. i Emotions - Emotional states of mind play an important role in the act, of communication. Nervousness excitement, angriness are different emotions which effect the message to be communicated. If the | person holds emotion, he donottake the messagein properlight. So. | () nattentiveness- M47 Communication Skit iil) ‘Some Key Concepts itis extremely important that emotions are not allowed to impede the ‘smooth flow of communication. Group Identification - Peoples values and opinions are effected by the group to which they belong. The group may be a family, society, club, economic group etc. A idea which’goes against the interest of the’ group is in tellectually understood but emotionally rejected. A factory employee goes with the union for strike because he may be afraid that he will be separated from his own group. So, he cannot accept any communication which is against the strike. iv) Self-Image - A self - image is what a person imagines himself to be. It is usually based on some truth and some exaggeration of ones good points. His good selfimage is build up over the years. The person do not accept any idea which goes against his self image though idea is. correct. e v) Status Consciousness / Status Block - It exists in every organisation and is one of the major barriers to effective communicating. Juniors are afraid of communication upward any unpleasant information and status - conscious superiors think that consulting their juniors will affect their reputation. Status consciousness proves to be a very serious barrier in face to face communication. Such communication failures can be avoided if-the managers and other persons in authority rise above the consciousness of their status & encourage their employees to talk freely. vi) Source of communication - It the receiver has a suspicion about or Prejudice against the source of communication, there is likely to be a barrier to communication. vil) Closed Mind - Limited intellectual back ground, Limited reading and narrow interest cause a persons mind to be narrow. This limits the understanding of human nature and thus making him incapable of receiving communication effectively. viii) Poor Communication Skills - Lack of skill in writing and speaking (o prevents the sender to get across to his audience. But this defect can be eliminatedby training and practice. State of Health - Ifa person is in pain or fever, communicating ability of person is reduced because the minds not sufficiently alért. People sometimes become inattentive while M5/ KRISHNA CuPERS SMRITI NAGAR WO, - 9891859316, oaabHTaTECommunication $A ¢ (a) (a = Some Key Concepts receiving new messages and ideas and the correct meaning of idea is lost Also, sometimes, the receiver after receiving a part of message gets involved in framing a reply to itor in guessing next part ofthe message and thus, unconsciously loses information . Faulty transmission of message takes place when it Is communicated from one person to another and so, correct meaning ofdatais lost xi) Semantic barriers - (') Interpretation of words & symbols — There are various kind of semantic barriers which arise from the limitations ofthe symbolic system. Symbols have multiple meanings and unless the context is known to the receiver, he is likely to take the meahing he chooses. In face to face communication, it is possible that the doubts are clarified but in non-verbal communication, it becomes relatively difficult. Sometimes pictures Convey different meanings and create confusion. for instance, dog, donkey as symbols are universally understood meanings, but cow is a sacred animal only | for Hindu. Similarly, words have different meanings when they are used in different parts of speech ie. as noun, verb, adverb or soon. Also. even a noun like'table may. suggest study table, dining table or statistical table, + Similarly, another concept is that some words have two types of meanings as Denotations and connotations eg:- Cheap. It can be used in two different meanings as follows- (i) They gave us cheap stuff. (ii) Atthis shop, they sell things cheap. In the first sentence, ‘cheap’ refers to quality and has an unfavorable connotative whereas in second one, it refers to prices and is used favorably. The literal meaning of a word is called. its denotative meaning. In contrast connotative meanings arouse qualitative judgements and personal reactions. : ‘Also, phrases used in communication also convey different meanings. Words when written, convey different meaning than when ‘spoken. Hence, itis said that" Meaning isin people, not in word: i) Another type of symbol is action. Ifa subordinate wishes his boss inthe a /16/ on Communication Skit w ARLAINA COPIERS. SMRITI NAGAR MO, - 9691859316, 9584601916 : ‘Some Kay Concepts morning, a smile or absence of it, being wished or not wished. in return, both have meaning, Similarly, if a person says one-thing and does another, these will be a credibility gap. The more the gap, the less seriously people will take him, as. action speaks more than words. To avoid semantic barriers, Words familiar and common should be used. (ii). Words with positive connotations should be used. (ii) Various shades, nuances and meanings should be clear to both transmitter and Receiver. (iv) Actions should convey the correct meaning i.e. they should go in ag Ans. a) b) °) a) conjunction with words. Describe principles of communication? or Describe 7c's of communication? (8marks) (May - June 07) CSVTU ‘There are certain principles of communication which help to make it effective. There are 7 c's which are considered as elements or features of communication are'as follows. These are Clarity or Directness - The most important factor in communication that the originator or transmitter must be clear in idea he want to convey. He should be ciear about the objective and purpose of the communication. In all, There should be clarity ofthought. Now, when the clarity in thought is achieved it becomes necessary to clearly convey the thought of communication there are. various factors which do not allow effective communication: asitis necessary that transmitter should encode his idea in simple words which are common and easily understandable by the Receiver. Technical words should be avoided when written or spoken tocommon people. The sentences and phrases used should be short, correct, simple and direct. Long sentence and phrases should be avoided as these arelesseffective. Words having different meanings should not be used as:t distracts nis‘Communication Skit 2) fl 9) ») ii) iw ()_ Only relevant facts should be present. ‘Some Key Concepts Communication Skit the correct meaning of message. Concrete expressions and correct actions should be used in coordination with words to convey thought more clearly. es Punctuations are used to convey thought more effectively by providing pauses and breaks wherever required. Excessive jargons and excess use of infinitives are avoided so that a) the message is straight forward. ° Avoid ambiguity by placing the words correctly Completeness - Completeness of facts is necessary in gy ‘communication. Incomplete communication leads toincorrectactions yy and also irritates the readers. If wrong action follows an message, it proves to be expensive eg: - In ordering skirts by e-mail itis necessary to provide all the details the size colour, quantity made of payment | date by which order must be completed. In the absence of any fact, order will not fulfil ones satisfaction so. it is necessary to organize massage in such a way that the receiver has no doubts about anything contained init itis necessary that all the queries ofthe person solved from the data Five "W" Question shold be checked i.e, who, what, where, when, why and any other essential points like how helps to make the message complete. vi) Conciseness - Everyday in the world has no time to waste and so the reader also want the data and information in brief. Brevity in ‘expression is invited but it should not effect appropriateness clarity, ‘completeness correctness etc. So, data should not say more then needed and data should not take many words to say a simple thing. In all, it should be written in such a way that reader, understand what writer wants to convey-so, For conciseness, following factors should yj) be present- a0 ii) Norepetition of data should be there iii) There should be no verbosity. a iv) Proper organisation of information and message should be there. v) Avoid unnecessary words, details and phrases. (iv) Consideration - consideration should be given to reader, not to writer. | On Following factors are help ful ‘achieving consideration - j 718/ ‘Some Key Concepts Adopt the 'you attitude’ in the message to make the reader realise that is according to their point of view. Avoid gender bias in the words used Today, in the competitive world, both man and women are holding positions in different companies. So, avoid gender bias or use slash to include both the alternatives. Also one should use plural forms inclusive of both the gender. Always'emphasize on positive and pleasant facts as it gives positive effect on the reader. Itshould impartintegrity to message. Courtesy - Courtesy is consideration for other peoples feeiing. A courteous person is marked not only by his consideration for others but also by an active cultivation of good feeling with others. The words chosen should be such that if makés the other person feel ‘comfortable and make the person at ease. So, the letters should be answer promptly and do not use any irritating or offensive ‘expression. Appreciate the good work of others. Apologize sincerely for any omissions or mistakes. Thank for any favor, Request politely for any favour . In horizontal communication use empathy. In upward _ communication, Keep message brief, be polite & In downward communication, Keep message brief & clear. Correctness - Correctness implies to give correct facts at an appropriate time ina suitable style. Its very necessary that the data and facts provided should be correct and also the usage of grammar spellings and language should be correct. it should resemble the standard layout. The words and phases chosen should be appropriate so that it convey the correctinformation Consistent -The communication should be consistent and regular. What is grapevine and how the grapevine operates and also discuss its importance ? An informal channel of communication that doesnot follow any certain, definite, predetermined directions istermed as’ grapevine". ithas the characteristics that it doesnot follow any set lines or any definite rules but it has the property of spreading any where in any direction and in very fast manner and sois termed as ‘grapevine 713/ ” KRISHNA COPIERS SMAITI NAGAR (MO. - SBSTENSE NG, SHG HECommunication Skit ‘Some Key Concepts As its universal truth that one is very much interested in knowing what going in others life.. eg: In a neighborhood, a person in more interested in his neighbors house So, obviously its quite natural fora group of people working together in a organisation to be interested in one others life and job, their appointments. promotions, Domestic affairs like romantic involvements of another. Information on most of the matters is confidential and are secret but most of people derive great pleasure from gathering such secret information and transmitting it to others and take enjoyment of this type of gossips. The persons who control the grapevine are known ‘as leaders. When one of them come across any piece of, information Interesting enough to be transmitted through the grapevine in a very mysterious manner he whispers it to another exhorting him to keep the information secret. The second person, just because he-has been specifically instructed to keep it secret, ‘doesnot feel relieved till he has whispered it into the ears of at least| five other persons in his turn exploring all of them to keepit secret. ‘Soon this top secret has reached everybody. Certain situations like insecurity of service, uncertainty over promotions, special increments to a particular employee, certain innovations in the organisation likely to affect the job prospect of the employees are sure to activaté leaders of grapevine so that Very soon all kinds of rumors hove spread in the organisation. The grapevine concept is basically for the channel of horizontal communication for it is only people working at the same level of hierarchy who can _ informally communicate with one another with perfect ease. Thus, the workers may have one grapevine and first line supervisors another. But it is effective horizontally, vertically and even diagonally, Grapevine operation - According to keith Davis" grapevine is more a product of situation than it is of the person " He after doing research has classified informal channel of communication into four'types single strand, gossip, probability and cluster. The single strand involves passing of information through a long line of persons to the ultimate recipient. A tells B. who tells C who tells D and soon, tell the message reaches ultimate recipient. In the 2nd method of gossip, & ‘actively seeks and tells everyone. This chain resemble a wheel where ‘/20/ communication Skat a) ») °) @) ‘Some Key Concepts Ais at the centre and the information passes along the spokes of the wheel to others stationed on the rim. The third type of chain is probability chain which is a random process in which A transmits the information to others in accordance with the laws of probability and then there others tell still others in a simitar manner. This chain is also called as random chain. In the cluster chain, A tells the selected persons , who convey inforrration.again to the Selected persons. Mostof the information communication follows this chain only. OrOrOrOrO>O® ‘STRAND: (Coppin idan sang the pein Importance of the Grapevine acts as a kind of safety - valve for the pent up emotions of the subordinate. The existence of the grapevine proves that the workers are interested in their associates and they have a bondage in anyway possible some information which cannot be transmitted through official channels can be transmitted through grapevine. Quick transmission can be achieveid through grapevine. The grapevine also provides feedback to the management. PasCommunication Sait f ann And a) b) °) a) e) ‘communication Skat Some Key Concepts a2 Itprovides emotional relief to the workers. ia is Describe some of the merits and demerits of the grapevine ? Merits of grapevine are as follows - Grapevine acts as a safety valve. Apprehensions experienced by. workers on matters like promotion becomes an obsession with them: Itprovides emotional relief as ithelps to alleviate their fears. i grapevine provides organisational solidarity and cohesion. The existence of the grapevine proves that the workers are interested in their associates. The very fact that they talk among themselves helps to promote organisational solidarity and cohesion. Properly used ) grapevine may even raise the morale of the workers, ‘Supplementto otherchannel- Alll information can not be transmitted to employees through official channels. This type of information can be transmitted through grapevine. grapevine provide quick transmission. As well said, rumors spread: like fire. spota leader of the grapevine and give him some information, and just declare him that the information is top secret. One will find thatwithin minutes, itwill reach everybody. The grapevine also provides feedback to the management, tenables| them to know what the subordinates think about the organisation and 4 its various activities. . t Demerits of the grapevine are as follows - 1) 2) 3) Distortion - one of the major drawbacks of the grapevine is that it may, lee spread baseless or distorted news which may sometimes prove hasmful to the employees, The grapevine respects no body and can hurt anybody, Incomplete information - The information provided by grapevine is! usually incomplete so there is possibility of being misunderstood or} misinterpreted. Damaging swiftness - The swiftness with which grapevine transmits! information sometimes proves damaging. A rumour may spread very4 fast and may cause serious damages before the management! becomes aware of it and can take any rectifying steps. So sometimes| swiftness of grapevine brings destruction. 1 ‘Some Key Concepts Describe the methods to use grapevine effectively 7 The managers donot realise that grapevine can neither wither nor die. So, instead of trying to curb its growth, it,is much. better to feed, water and cultivate it so that it can be used for the benefit of organisation. There are various ways in which grapevine can be use effectively. These are as follows- The managers should try to spot the leaders and should try to find ‘out people who are more active on the grapevine and keep them wellinformed so that harmful rumours do not reach the employees. grapevine should be used to feel the pulse of the employees and should be used primarily for feedback The management should immediately use the official channels to contradict fellse rumours and to dispel fears of the employees. If the workers are associatéd with’ decision - making, the rumour mongers will be automatically frustrated. If the workers are already aware that the plants to be modernised but that, the modernisation process is not going to involve any retrenchments the arrival of the new machinery and engineers will not cause any undue apprehensions among them. Thus the harmful effects of grapevine will be successfully counteracted and grapevine thus, can be used effectively What is a“ communication cycle" ? What are the essential lements of this cycle ? (CSVTU 06-07) (8marks) [Refer Ans 2 ] for communication cycle, Thé various elements of this cycle are, i. Source i, Message iii, Channel iv. Receiver v. Response vi. Feedback ® For description of various elements - 9 AEG E, way ReferAns7 Describe the psychological barriers to ¢ffective communication? (8 marks ) (CSVTU, 06-07) oer OO TTT TRB 7227 |Communication Skit Communist Sit ‘Some Key Concepts Ans ‘{ReferAns84Part (c) of barriers 15 What do you understand by grapevine what Is its importan¢ in an organisation ? (Bmarks )(CSVTU , 06-07) Ans — [ReferAns 10] Q16 Explain the following terms in relation to communicatid process - The speaker/wrtier i, Thelistener/reader. Ans The speaker/writer :- There are four communication skills in tt field of verbal communication i.e. in the communication by word: There are speaking, writing, listening, reading. Out of thet communication skills - speaking and writing are the transmitte skills and listening and reading are receivers skills. ‘Speaker or writer conveys his ideas or thoughts throus words. He puts the thoughts and ideas into words or other symbo which can be understood by another person to whom he wants communicate it. The speaker or writer can encode the message any particular format which is easily understood by receiver ai can be easily transferred or conveyed through channel or mediurt : ‘The speaker) writer can greatly improve communication! ‘systematic use of feedback which he can get from receiver. prime duty of the speaker / writer to get the feedback from receiy.17 and ensure whether the message has been correctly interpreted! the receiver or not ee For this, sender can tact fully ask the receiver -" will y' please summarise the main points " or ask the receiver that ha you understood " or ask the receiver some key questions and at ‘encourage the receiver to ask questions and in this way. transmit gets the feedback and makes the communication effective. istener_ / Reader - Now rest of two communication skills i, listening and reading are the receivers skills. In the process ‘communication, transmitting and sending the message is a ot haifof the process of communication. Half of the process is done! Receiver. The person who receives the message is listener. reader. When the message reaches the listener /Reader, a) b) ©) 4) e) ese 724/ ‘Some Key Concepts decodes the words or symbols into thoughts which conveys meaning to him. Decoding is s process revers of encoding. Its always not true that the correct meaning of message is interpreted by Receiver. The meaning is influenced by knowledge, intelligence past experience, his abilities and his relation with the sender. ‘When receiver receives a message, decodes it and understands it, the listener / reader is expected to show some response or action. This type of response or action is called feedback. This feedback is spontaneous in oral communication .A positive feedback like nodding the ead in agreement, smiling at the appropriate ensure that the communication taking place is effective and it also encourages the speaker to deliver the words more effectively ‘Anegative response like looking tired or bored or yawning tells the speaker to use his speech in other way to make it effective. In written communication the writer con notsee the readers facial expressions & 50 when the reply comes then, readers comes to know about another persons point of view. Its the responsibility of listener / reader to give the feedback and make the communication effective. The receiver must summarize the information, ask queries and clarifications and Whenever possible should state his own views and feelings. He should present his innovative ideas and thoughts. What is meant by ' media ' of communication ? Discuss the various available media? Media is the path of communication through which message is conveyed from transmitter to Receiver. The choice of the channel is determined by the situation All the media available can be broadly classified into following groups- Written communication, Oral communication. Visual communication. Audio - visual communication. ‘Computer - based communication. 25/Communication Skat a) b) °) Co) e) ais ‘Some Key Concepts ‘The various types of medias available in written communicatior includes letters, circulars, memos, telegrams, reports, forms question, manuals etc. Everything that has to be transmitted in a vi. written form and has to be written falls in the area of writ communication The various forms of oral communication include face to re conversation, conversation over the telephone, radio broad casts interviews, group discussions, meetings, conferences, seminar} announcements over the public address system, speeches etc. { Visual communication include gestures facial expressions, tabi and charts, graphs, diagrams, | ‘Audi - visual communication includes television and cinema fim) thateombine the visual impact with narration, Computer based communication includes cellular phones, fax etc. E-mail, voice mail Discuss written communication with its merits and limitations ? Communication conveyed through written data is known as writtet communication. Itis equally important as oral communication. Fd official work various types of documents are required as letters circulars, memos, notices, reports and minutes. Each has { particular format and layout which is determined by firm, i Letter - A letter is really ".a piece of conversations by post " Th} letter may be personal and business type. It is the most important form of written communication. Report - A report is a form of written communication from som one who has information to someone who wants to use the information Memorandum - A memorandum is a short piece of writing generalll used by the officers of an organization for communicating amon} themselves ‘Application letter - It is a form of business letter written to sell one| services Notice - A notice is a form to circulate among the members of af /26/ leommunication Skit vi 1 i oa on 2 3. 9. ‘Some Key Concepts group or organisation to inform them about the meeting. Agenda - It is a document that. outlines the contents of a forthcoming meeting ‘Technical proposal - It is defined as a written offer to undertake a Project for changing, creating something new or for making ‘system, method or structure within a specified period of time. Merits of written communication areas follows - . Itis accurate and precise form of communication. The ideas can be correctly conveyed through this form of communication. Written forms can be repeatedly referred whenever required. The Feceiver of a written communication can go over the message again and again. | oot * Besides there is less danger of losing any part of the massage in written communication as itis a recorded. itis a permanent record and so, can prove very useful for future reference. Old orders and decisions. Previous years reports are found beneficial for formulating new policies and fixing current targets. Written communication is acceptable as a legal document It facilitates the assignation of responsibilities easily as orders in writing brings more security to lower staff. Ithasa wide access, Itis a cheaper form of communication. Demerits of written communication are as follows - Itis a time - consuming process. It may take 2-3 day's to reach letter or documents. . ‘ Writing letter is a costly process not because of postage expenses but because a number of people are involved in sending outa letter from an organisation and their time is definitely valuable. Quick Clarification is not possible in written communication as immediate feedback is not possible here. Discuss oral communication with its merits and limitation? Ofal Communication is a type of communication with immediate feedback. It includes face to face conversation, telephonic ZACommunication Skit po et [ata ee! Renta ed nl etme ee geese) ea ‘some Key Concerts | conversations, radio broadcasts, interviews, group discussions 4 54 meetings, conference, seminars, speeches ete ei Mirits of the oratcommunication are as follows-- ; Oral communication saves time. ; In the most of the cases as when the communication is wi ‘organisation, oral communication saves time. : ‘Speech is a more powerful means of persuasion and a: ‘i ith ‘Therefor, executives often prefer to transmit en fan convey shades of meaning with the Tomatoes in tone, pitch and intensity of voice which cannot "dea through written cormmunication. i positive impression on the receiver or receiver is cleat, understanding the meaning ornot. : AAthough the employees feel more secure when in possession | ‘triton messages they find the oral message more reliable, forthe getan opportunity for feedback and clarification. i it helps to promote friendly relations between partié communicating with each other. . vi Communication with groups at assemblies meetings is effective done using oral communication Limitations of oral communication are as follows- i Gral communication is not possible if the communicator ‘at yj receiver are for apart and are notin each others reach, Lengthy messages are not suitable fororal transmission Oral messages are not a permanent record. These cannot | retained fora long time. ix Gral messages do not have any legal validity unless they are taps and made a port of permanent record. ‘There are greater chances of misunderstanding as the message not properly organised and sometimes its possible that recelfza, Joos not get the correct meaning of message due to inattentivent},, ordue tohis some sorts of Carelessness. ; In oral message responsibilities for mistakes if any, cannot specifically assigned : (128 / | Communication Skit ‘Some Key Concepts Describe effective oral communication? Oral communication is effective when it satisfies following factors - Clear Pronunciation - Words should be pronounced clearly and correctly so that oral messages are not misunderstood. Talking fastly, Inability to use the jaws freely to speak slowly often results in poor oral communication. Brevity - People always take pleasure in talking, so oral communication tends to suffer from over - communication. But effective communication is achieved when communication is brief otherwise message is lost in a sea of verbosity and distraction Precision - Precision helps to makes oral communication clear and more effective, Conviction -Aperson communicating orally must have conviction in what he says. lack of conviction causes lack of confidences, so that he isnot able to impress receiver with the message. ical sequence - It is very necessary that words‘and message are framed logically in sequence: jumbled ideas create confusion and logically arranged ideas make the message forceful Appropriate word choice - There are several words having more than one meaning. So it is important to be careful in the choice of words. Hackneyed phrases and cliches should be avoided Natural voice makes the communication more effective rather than using an artificial cultivated voice. Use good tone with correct accent and natural & pleasing voice. Try to speak clearly and distinctly. An efficient communication uses correct words according the person ie whether he is educated or not. This is known as finding right register. Describe organisational pattern in different firms ? Every firm or organisation has a organisational pattern according to the hierarchy to carry out its activities and decision making capabilities Hierarchy refers to various levels of authori arganisation The hierarchy comprise of Board of Directors at the top. 7297‘Communication Skit { ‘Some Key Concepts xt to Board| He comprise the power to take major policy decision. Nextto Boars | of directors is Managing. Director The execution ofthe polices is entrusied to the Managing Director. The managing Director passes on necessary and relevant information to next person i.e. differe departmental mangers as purchase manager, production manager, Sales manager, Accounts manager etc. These give instuctons fo supervisors who orders the clarks “and operatives; ‘This line of authority is found in almost all the organisations] Advantages of his hierarchy are tt acts as a link or communication channel format used for . : transmitting on written and oral message: It provides a format for upward, downward, Horizontal and verti ical communication. : It enabies the smooth running of activities in the organisation ai there is supervisor for each level Italso motivates the low class worker to work harder and improv their position in the organisation by promotion or bonus. BOARD OF DIRECTORS . H MANAGING DIRECTOR DEPARTMENTAL MANAGERS 1 ‘SUPERVISORS CLERKS AND OPERATIVES (CThe shganisational structure of a firm in a simplified form) 1 130/ * Communication Skit ‘Some Key Concepts waa aA OF bencTOS was HDA CEO s aes eee ee os al : ae ational Hi The formal structure of organisation is usually portrayed in the form of pyramid At the base of the pyramid are the operating employees, the workers i.e. those persons who do not supervises others. Moving up the pyramid are found the first line superviser such persons need both a technical knowledge of their job and skill in human relations since they have-direct authority over the operation employees. - Over these people are found middle management personal consisting of superintendents. Plant managers.and heads of departments are in this: category. Individuals at this level ‘sometimes literally feel caught in the middle, both pushed and Pulled by other members on each side of them. Such personnel are responsible for implementation of the policies framed by the top management people. They need leadership abilities and communication skills. At the apex of the pyramid is top management which include senior executives. vice-president “& president. They constitute the administrative level, which determines the objectives and policies ofthe organisation: — ° wa For them conceptual skill is of utmost importance. Above them, may be the board-of Directors, Elected by the shareholder of a corporate body. They influence over-all policy since they select top management. 737 7 ANE LORECommunication Skit ‘some Key Conicepts 22 Ans Communication Skit ‘Some key Concepts communication flows between employees of equal or comparable status, The format of these communications is predetermined and connot be attered. There is no bondage of status or position in this type of communication. Vertical communication flows vertically in an organisation. It comprise downward communication as well as upward communication (Refer Ans § Forfurtherdata and descriptions’) ii, In addition to formal communication informal type of communication also exists in an organisation. this type of communication do not follow any predescribed path. This type of communication is developed by people in the organisation themselves. Through this system of communication , they are able to exchange views on organisation well as personal matiers. The informal channel is also known as grapevine (for the detail of | gapevine ReferAns10) adership abllties and communication stills. COrsanietonal leareny Describe howcommunication takes place ina organisation? Communication in organisation is basically of two types - externaiQ. 23 Describe Downward communication with its imitations and and internal. essentials of effective downward communication ? munication is one which thé organisation or firm Ans Downward communication flows from top to bottom. It is eminently cere scat win extemal fra, there business Houses banka," Sutod To an organioalon i whios tne Oh aceeeny is Tae government offices, the press, customers and general public. downwards. Thus, extemal communication consists in transmitting information Downward communication helps to give specific directives about the tion _-_‘jod being entrusted to a subordinate, It also helps to explain policies and organizational procedures . It help to appraise the subordinates of their performance. It helps the subordinates to realise their outside the ofyanisatién; where as Internal commu consists in transmitting information within the organisation. Internal communication are again oftwotypes- * importance of their job. i formal or official communication. Media used for downward communication may be either oral or ii Information communication written as needed. However, oral communication predominates written communication as it is more natural for the foreman to issue oral instructions to his workers. Even. Managing Director finds it convenient to convey relevant information to subordinates through Formal communication is along the pathways prescribed alread) in the organisation. All the members in communication desirous d. ‘communication with one another are obliged to follow this patti meetings or conferences rather than lengthy letters. Audio. - Visual Formally a clerk in any of the sections cannot communication media like films and slides may also be used for downward directly with the higher officials like managing. Director ; the cle’ communication has to convey his message to the officials just above him form: Limitations of downward communication are as follows. igher officials. Formal communicatiol (1) Gownward communication is often marred by either under may be of two types - vertical or horizontal. Horizont communication or over communication i ea superior may ee ee | 7327 Le‘Communication Skat Some key Concepts | either talk too little or too much about a job. Under communication involve incomplete instructions whereas over communication reads to the leakage of confidential or important information. (ll) Sometimes downward communication is time taking and being very long has some delay in reaching ultimate person, (i) Some important- information is lost in downward communication. (IV) In tong lines of communication information or message get directed as well authenticity of information is lostiin its travel. Downward communication has resentment by subordinate staff. Essentials of effective downward communication are as follows | + santa hia undated with the objectives| ™) () Higher officials snoww ve vpn activities and achievements of their organization to transmit information to subordinates in effective manner. Communication plan i.e. how much to speak should clear to manager. 4 (iil) Some authority should be delegated to lower levels to shorten, the line of communication and thus, provide mo mentum to| downward communication | (IV)Information should be passed on the correct person in the| hierarchy ay Q.24 Describe upward communication with its importance, methods; limitations and essentials of upward communication ? starts from bottom and ends at higher) Ans Up ward communication authorities. As Itis necessary for the managers to receive information| Continuously emanating form levels below them. so upward) communication is necessary and is very important It has got importance because It provides feed back to .the| management this helps to get valuable information about the| thoughts, lowers subordinates hold about higher officials! ‘organization and its policies. (2) Upward communication gives the employees an opportunity to vent their problems and grievances. { communication Sxar Some Key Concepts to promote welfare of the organisation. (4) Introduction of new schemes can be easily done by taking support and ideas of lower officials. (8) Upward communication makes the atmosphere in the company congenial and creates greater harmony and cohesion between the management and the employees. There are different methods of upward communication which are as follows (2) Open-door policy which gives confidence to employees that they can convey their feelings frankly.fo the higher officials as managers.” on (b) There are various complaint boxes and suggestion boxesin t_ he company so that employees convey their thought and ideas. (3) Social gatherings are arranged forfreetalks. 128 nina enrracnnndance with iaher officials are available. SHMR COPTERS Stee NGA (4) UNL Lot eepeneerne > HG SAO" AAG LB. BRBABD'D (5) Employees submit reports to give. information about thew updated work. (6) Counseling is also provided for workers to discuss their personal problems . Limitations of upward communication areas follows Employees are usually reluctantto initiate upward communication Employees are not satisfied that the managers will surely cooperate in their problem and also manager may himself feel thatclerk himselfis notefficient. Upward blow of communication is more prone to distortion than upward communication. Sometimes, relations between the workers and their immediate superiors get strained and work suffers. essentials of effective upward communication are as follows Superiors should initiate, the subordinate staff to. share their problems. Ideas & thoughts. Lines of communication should be kept as short as possible for eliminating distortion. (3) Allupward communication should be properly analysed. (a) (2) 3) (4) ) (2) (3) Lower official and employees offer constructive suggestions. 25 Describe horizontal communication with its different methods of‘Communication Skit ‘some Kay Concepts | Communreaton Ski ‘some Key Concepts ‘communicating ? political sphere. When high officials as president or Vice-Presidentis to elected consultations begin among the party leaders and some ‘Ans Horizontal communication is also known as lateral communication 7 This,is, communication across departrant or between people withi ‘Kind of consensus about the persons acceptable to all parties : arrived at, This is how a clash is avoided and dignity of high offic samig or diferent epartmentand nathaving superiororsubordinaté Tose rvaq, ‘The concept of consensus. Is applicable to commercial relationships. sphere. It is felt desirable that when, The board meeting is held, Horizontal communication is extremely important for promoting decision should be arrived through consensus. Itis always desired to ‘understanding and establishing coordination among various, have unanimous decisions as it help to project a good image of departments. | organisation among the employees as wellas the share holders. moon | ! Consensus does not imply unanimity, for perfect unanimity is just impossible It is. consultation process to arrive at a perfect view which all the members are willing to accapt in the interest. of organisation. It argely depends upon the chief executive whether he wil take it to positive direction or negative direction and help the members toarrive ata consensus Advantages of consensus :- TARTARIC . (1) Since the decisions are taken after consultation among various |" members they fird it easy to accept them. the consensus process is : ercott Rew a commimttiond often used to bring about agreement between the managements and the trade unious. (2) Consensus helps to project an image of unity and harmony in the Methods of horizontal communication are as follows organisation. The employee develop confidence in their superiors (a) The most effective method is by oral means in which different __ and their morale is considerably raised Methods are face to face discussion. telephonic talk. periodical (3) Unnecessary and undesirable conflicts and splits are avoided. meetings etc. Disadvantages ofconsensus Oral communication provides free flow of communication +) sometimes, memberis forced to subscribe toa view he does not hold. thrdugh in formatshannel 2) Vi ft aa t (b) Written communication are also used for horizontal communication (2) pe eT EID oece ts ae eames becomes an Among written means letters, memorandums and reports are . frequently used. Short memos are found very convenient for (3) It may project a false image of the management as sub transmitting small bits of information. ordinates may get a feeling that their superiors are incapable oftaking independent decisions. Q.26. Explain the process of consensus with its’ advantages and disadvantages ? 2. 27.Describe various objectives of communication ? or ‘Ans. Communication is a process of exchanging ideas thought or emotions eS m by two or more persons. It is a means or a device that a man uses to Eee eel oe ee of “consensus”, its method, Importance; achieve certain individual as well as social objectives. Ans ~ Consensus is the process of arriving at agreement through) erence eet eto consultation consensus is not unanimity. but dissentis notexpressed| (i) To convey Information - the foremost objective of in the larger interest. The concept of consensus is quite familiarinthe| communication is to convey information and spread it to. desired 736 / i f3t/Communieation Sia ‘Some Key Concepts bmmunleation Skil person. To Spread knowledge and develop the skills and attitudes among| people working in the organization i) To motivate the people to achieve their goals in anyway possible through hard work (iv) To integrate various units and departments of organisation is essential as all the units are inter dependent and its necessary to work in| interacted and coordinated form to obtain organizational goods, (v) Communication helps to establish good and healthy relationship in organization (vi) Promotional effort is a must for any business organization to achieve its objectives. It relates to various activities like| advertising, publicity public relation etc and for the| communication constitute the basic plank. ‘Some Key Concepts physical barriers. It is the management responsibility that work is not affected by these barriers. (vi) Personal barriers can be overcome by making a conscious effect and by training for better communication. \ (vil) Physical condition can affect ones efficiency may be it sender or receiver. So its necessary for organization to provide healthy environmental conditions forworking. 3 (viiiySemantic barriers can also be minimized by using familiar words, ‘clear and using the words with positive connotations Barriers can develop ‘unexpectedly.since emotions play a large part in communication It is not easy to ever come alll fhe barriers soitsbettertomakeeffortstobe aware of them and take care to avoid different barriers. (vii) Communication facilitates social bonding and helps to brnoh 29. Describe effective communication with its principles ? ns lighter moments and entertainmentto release tension. Q.28.What are the different ways to over come the barriers to communication? Ans. As described earlier, there are various barrier to communication. Constant organizational efforts and coordination of different workers| and officials helps to overcome these barriers, The differentways are as follows. Self centered attitudes of employees should be eliminated. The: seniors and better trained employees should make a atmosphere to ‘work for the organization ‘Semantic and language barrierscan be overcome only by being careful with the use of language and by using words which have clear meaning. By using short and simple sentences and also by using visual aid wherever needed. If possible, feedback must be got and given to ensure that there is Common understanding ofa message. (ill) Its necessary that higher officials should overcome that tendency of ‘Status block’ and’ ‘closed mind’ tendency, They should start ‘suggestion scheme and follow ‘open door’ Policy to make employees that they can communicate freely and feel that all are members of} family and have to work together for the upliftmentof organization — | (iv) Officials and employees should be given training and practice to develop writing, speaking and working skills. (v) Mechanical equipments, channels should be maintained to eliminate 138/ 13 When the purpose use and objective of communication is achieved, it is called effective communication. It does not occur accidentally, itis achieved through co-ordinated effects. () Define the purpose - The first requirement for effective ‘communication is to bé clear about the purpose of communication when the purpose is clear there is clarity of the path and methods to achieve the purpose (ii) Understand the process and principles of communication - To make communication effective it is necessary to have a good understanding of the made channels instrument type, methods and barriers and the factors affecting it. (iii) Audience awareness - Itis necessary that message should reach the target audience so itis necessary that the person should be properly focussed forthe communication, tothe intended audience. (iv) Develop communication skills effective communication is achieved when communication skills are effective. The skills of communication that are to be improved & developed are.teading, writing, listening, speaking, body language presentation etc. (W) gether sufficient information = the communicator should have full Knowledge and information about the message to be conveyed. He should have the right perspective about the message: Limited Information on the senders part naturally limits his ability to communicante, (vi) Plan_deliperately - communication when planned results in 439/Zommunieation Skit Some Key Concepts Communication Ski Some Key Goncests h ‘eph tb. Tm Jone when a telephone call would be more effeciveconranicaton. the masesbe tbe conveyed, wordstom $B, THEE, Bre,Sezasions, when @ telephone all woul be, mare Ce On eee tametcrealmecerton — STunaly mail some by telex and some cers by faxtenoe making the Stoica pores gansidered and planned deliberately. Inadequate planning car Fight choice is very impor So cnininattaeneceeeinieaicn (xiv)Consider the cost factor- Itis necessary to consider the cost factor for the process of communication. The direct and indirect costs involved wi Hold in pete a eeeerane et have sound ne ineee sean in communication depends upon the method of communication and ive on the meansof transmitting messages, : it bi eat “ Meet Rrtevecinwerstcondtions Pie srocld recognize tn (X¥)Call for feed atk - Feedback is a vital factor of the communication power of communication and work hard to achieve results throug’ POSES. feedback provides valuable information relating to the time Ere communieation process. factor, quality of the message etc. feed back provides the response of oe the receiver. Avoid Manipulating - i . ; (vil) Avoid Manipulating = Honesty is must in every field SO. also (xvi)Bie Consistent - Communication is mostly a regular and continuous any business deal or communication. it is necessary that one should stick to their words and should not deliberately attempt to mislead or manipulate the recipient of the message. (®) Directness - It is necessary that the more important part of thi message should be conveyed first and less important fact later. Als eH the structure of the sentence should not be complicated. Active voio: ‘should be used instead of passive voice because in active voic form, the emphasis is on the subject. (x) Preciseness - "Be precise. be concise" is best policy to follow for the effective communication. it should be stressed that technical words Mathematical symbols and figures and charts are used so that: eRISH precise style of communication is achieved. KRISHNA COPIERS (xi) Keep away with digest - Extreme and strong feelings an SMRITI NAGAR ‘obstructions to effective communication. Anger. depression an: ‘MO. - 9691859316, 95846019 frustration adversely effect the thought process. The stron: emotions distort the message that is intended to be conveyed. | disturbed mind brings out always disturbed thought and distort ‘communication. xii) considering the time factor- In any communication, time is the ke, factor. speed. and timeliness contributes significantly to th: effectiveness of communication. It is said that right thing at righ place and right time is effective. And.so, message that is delayed j wasted. so the channel should be selected such as to deliver tht » . message well in time also. The process of communication shoul. take just the right time. long speeches, long films that stretch beyonc the allotted time irritates the listener and result in uneffective communication )Use proper methods - effectiveness of the communication depends ‘on the choice of right methods and instrument | process. So, itis necessary to be consistent and is necessary not to contradict oneself. fa/ 140/Communication Skil Ans. a di) Gil) @ weting Unti - I | Writing \ Explain the following :~ () Selection of material for expository, descriptive and argumentative writings. { Writing is the main element of communication It is the art expressing views and ideas is on a paper with the help of letters an symbols writing has got different elements and styles It.has gol different forms in the Business communication as letters, Quotation and tenders Resumes, formal and Informal Reports etc. But for al the forms of writing, following three elements are necessary - Selection of material for expository, descriptive an argumentative writings. | Arranging the material. ‘Summing up. Taking an example we can explain these 3 elements. ‘Suppose, you are collecting material for the technical description refrigerator. For this first of all, you will collect drawings, da specifications related to differenttypesof refrigerators of differe companies available in the market. You can take help of differer advertisements and manuals. you will also collect informati regarding material forthe different component as motor, pum coolant for the refrigerator. you will also take care about the spa needed to keep material in it. you may also collect information from a laboratory a library or inte| net. Information can also be collected through watching a work bein, done or due to the result of logical thinking information can b collected. So, the categories of sources of information are : (a! Documentation. (b) experimentation (c) observation (d) logica| thinking Now as the material is collected, there is need tomake selection from the collected material and this selection process is first element of writing. ieee Selecting material for Expository, Descriptive and Communication Skit writing writings = Selection of material is different for different forms of writings. These writings are as follows - (@) Expository pieces - Expository pieces of writing contain the ‘explanation of complicated Ideas of theories., Technical reports, Mathematical or science theories, complicated analysis of certain processes etcare types of such writings. eg.:-Lab report. Descriptive pieces - When the writer is required to describe a certain object, process, he first thoroughly observe the concerned ‘objector process, then he can write the descriptive pieces. ‘ Argumentative Pieces - Such Pieces of writing explain the facts and finding strictly based upon arguments and logic, Suppose an executive” engineer has to recommend a particulat ‘site for the construction on a hotel Then, he will have to give argument in support of his recommendation: for this, .he will write an z:gumentative piece. The process of selection of material for any of the above pieces of writings should be based on your ability to judge what you want to project in your technical writing. Unwanted details and unnecessary information should be left out. Suppose you have collected material to write a report on the possibility of establishing a rubber industry at a particular place. On examination you find that, in your collected material there are point which are not very important, for example, climate and transport. obviously you will leave out these points from your report; your process of selection will not be complete unless you have thoroughly select those details only which are necessary in bullding writing. so, inspect thoroughly all the points and see what relations they have with different aspect of subject. Writing argumentative pieces is a matter of great skill. Arranging the Material - After the first step’ of collecting and selecting material is done and after rejecting irravelant material the second step is to arrange the material in a systematic manner. As its necessary to place the right mat&rial at “ht place andso arranging the material is very important. Selected material is first divided into points and sub points and then itis arranged in a chronological order or order of preference which ever is required. It simply means that you deal with important points in the beginning and then less (b) © (ii) fa2/ 7437 KRISH S COPLERS SMRITI NAGAR MO. . 9691259316, 9584601916‘Communication Ski writing Communication Seal Wing important points are dealed. (f) Diagram. The material is arranged and co-ordinated so that information is, conveyed in proper order and thoughtis clear. Q.2, Describe nature, function and classification of letters 2 Suppose you have Collected material to write on a air conditioner} you intend to deal with its component and process of coding in a) particular order. its necessary to deal with a particular things at a particular time There should be no overlapping of points. Also its * necessary to conclude technical writing by justifying your problem in| the light of your observations and findings. | (ii) Summing up -After collecting and the process of arranging i.e. after * (a) Check whether reportis complete or not ? * (d) Do your outline is free from irrelevant points ? | + (a) Purpose of the equipment collecting selecting and arranging the material -Its necessary foryou (a) to check the material and see whether all the aspects are dealed or not. This can be done by answering followings questions - (b) Do Main point for the subject are covered or not in your technical writing? (c) Are specific facts and ideas are included or not ? () (e) Is your outline free from:a classification that serves no useful purpose? (® Are your sub-points justified ? {g) Isthe points co-ordinated ? (h) Is overlapping of pointis eliminated 7 () On reading technical, writing, do you think it will create an impression of clearness and continuity ? If the answer to above questions are positive, thien the organization’ cofwriting is perfect. ‘These are some examples of outline containing main point- fn (a) Description ofa fire extinguisher - Outline of main pointare as follows (b) Main points conical cylinder, nozzle, knob, piunger and acid tube. iB (c) Functioning of the equipment (A) Action ofthe process. (e) Precautions foruse /aa/ A letter is a form of written communication. It is really "a piece of conversation by post”. Itis the most personal form of communication. Letters are one of the oldest means of communication. Letters are best means to establish personal contacts as well as contact, in business. Broadly speaking, letters can be classified as personal and non- personal eters. Personal letters - the object of a-letter of this type is to establish ‘a personal contact or to keep alive a personal relationship. Nature - personal letters are informal and are written to exchange ews or to seek feverous. A personal letter must be freak to intimate, lively bears the hallmark of ones characins and personality. These letters include letters to relatives and friends Non-personal letters - Non personal letters are basically business letter. These are the letters written to other firms and companies customers, suppliers, associate organizations government officers, creditagencies, employeesetc Nature - A business letter must appeal to the readers interest and induce in him the proper mood. It should open the mind of the reader to the message. Business letter should be written by placing onself in the position of correspondent and then anticipating his feelings and reactions, That is, business letters should be based.on you approach The different kinds of business letters are as follows. (1). Enquiries and reply (2) Orders and their execution. (3) Creditand status enquiries (4) Complaints & adjustments. (5) collection letters (1) circularletters (2) Salesietters (1) Bank correspondence (2) Insurance correspondence 148/Communication Ski! a3. Ans 0 (li) To seek or give information. (iil) To furnish evidence of transactions entered into, (iv) To provide a record for future reference. {v) Another purpose is that of building good will by creating in the mind of} wrteg (3) Import-exportcorrespondence. (4) Agency correspondence (1) Applicationtetters ,” (2) Interview letters, references, testimonials, letters of appointment confirmation, promotion, retrenchment, resignation. (1) The correspondence ofa company secretary. (2) Correspondence with state and central government (1) Letters ormemos, formletters etc. Business letters can also be classified as official letters, demo| official letter internal letters or memos, formietters etc. (i) Official letters are written to government or semi-government] bodies. (ii) Demi - official letter or D.O letters are official in purpose but are} addressed toa person by name D.O. letters may be written if (a) the matter requires personal attention of the address. (b) the matteris of confidential nature or (c) the matteris urgentand requires immediate disposal (ii) Internet letter or memos are used both'in government officer and| business house for internal communication. (iv) Form letters are used for correspondence of recurring or routine(: nature, Describe the various functions & essential ofa business letters ? Business letters are the letters to maintain contacts with the external| world including other businessman, customers and government departments. Functions of business letters are. To provide a convenient and inexpensive means of communication| without personal contact. the reader an impression of the writer's organization as one that is! efficient, reliable and anxious to be of service. The various essentials of business letter are. Communication Skit 0 (ii) 1) (iv) w) (iy vii) (Clarity (li). Relevantinformation. (iit) Brevity (iv) Simplicity (v) Timeliness. (vi). Language (vil) Appeal (vil) Style, (ix) Positive approach (x) Imagination (xiii), The you"attitude (xiv) Courtesy and consideration (xv) Directness and conciseness. (xvi) Avoid Verbosity (xvii) Participle Ending (xix) Knowledge to the subject. Clarity - A business letter must have clarity. The theme or the message should be expressed in clear terms. The purpose of (xvii) Appropriateness commu ition should be clear and should be point to point. Relevant Information - A business letter should contain relevant Information only. Brevity - Any.good communication oral or written or any other, should necessarily incorporates this essential feature. Brevity is a must for a business letter. for everyone connected with business, time is of essence. The time that one can spend for reading business letters is certainly limited. So, the letter should be brief and to the point Timeliness. - A business letter should not take much time when it is read, Itshould provide more - information in less time ‘Simplicity - The language of the letter should be simple. Language - The language of a business letter should be familiar and easily understable. Business letters English is not much different from the English of daily use but it just uses business terms like FOB 'C.0.D'etc. 5 ‘Style - The style used in modern business letters is simple, natural and almost conversational style. In-olden days peculiar-expressions were used in business letters. (vill)Salesmanship - Every letter going from your-desk should be the tie) ambassador of your firm. it must carry a message. It must enhance your reputation. Positive approach - Avoid no's and sorry’s. These are unpleasant fe/ 1ar/ KRISHNA COPIERS SMRITI NAGAR. MO. .dnatanans,| and unwelcome words. Emphasis. always on pleasant and positive | words and things Even ‘no' can be written as ‘another time’ and ‘sorry’ can be reworded asl ty”. (x) . The ‘yout attitude - A business letter must appeal to the readers interést and induce proper mood. It should open the mind of the reader to the message. There is one sure way of doing it by placing | yourself in the position of your correspondent and anticipate his feelings and reactions. Consideration for the readers interests, | needs, desires is also known as the 'you attitude’ in the business! world. The ability to adapt onese'f to the readers point of view is the basic requirementof business letter. (xi) Courtesy and consideration - All the business letters should have necessary fact and Courtesy. courtesy soften the sting of an unpleasant piece of information, creates good will and produces a favourable response. good willis a great asset for'an organization ‘and courtesy in correspondence is one of the most natural and} economical means of building it. courtesy implies that we seek favours politely & express gratitude tofavours done on us (ii) Directness and conciseness - Transmission of maximum information by using a minimum words should be aim in letter writing, If the letters are written clearly and concisely. the attention. of the reader is arrested and focus is on the message. To days in busy world, nobody has time to read long introductions and preliminaries So, directness and conciseness in letters are must. (xiii) Avoid Verbosity -A study of business correspondence reveals that there is a lot of deadwood and verbosity in it. often phrases and clauses are used without thought in letters. This should be avoided. (xv) Participal Endings - Participle endings should be avoided as they are trite expressions which hardly convey any meaning. | eg:- Assuring you of your prompt services always is un use ful. (xvi) Promptness - Asa rule, respond to the letter the day itis received] you need time, acknowledge the letter and indicate how soon you willbe sending a specific reply. («vii) Knowledge of the subject - This include the knowledge of the past correspondence, if any the requirement of the sender of the letter and the knowledge ofthe firms policies. Communication Skit writing Serr OO em /8/ ‘communication Skit wining (xviiTact - A quality that goes hand in hand with courtesy. Its very important in handling complaints and adjustments and letter soseeking credit. The essence of tactfulness lies in retaining the good will of someone even though his request has been turned down. (xix) Persuasion - It means winning people to your point of view by coercing them but by making positive suggestions and explaining thatwhat you say is to their advantage. Business letter is good and effective when it contains above essential points. Effective business letters becomes record and reference for future use. It makes a lasting reference. Ithelps in building good will &itacts as an authoritative proof. a4. Ans Describe the various elements ofa business letter? Business letters have distinct style and format. There are various element of structure of business letter as - (a) letter Head/Heading (b) Date (ce) Referenceline (4) Inside address (e) Attention fine () Salutation. (9) Subject (h) Body (i) Complimentary Close @° Signature (k) Identification marks (Enclosure. (@) Letter head / Heading / Head address - It provides information relating to the name of the firm and its address. following information are provided.n the heading - () Thefirmsname ( (iii) The nature of the firms business. (iv) Symbols and trademarks of the concemed business. (v) Corresponding telephone number, telex number and fax number, (vi) Corresponding email address (vil) Corresponding www. URL The firms address. ‘The name of the firm and its address are usually written at the top center or right side of the paper. while writing the address, all the 749/Communication Skit (b) ) wating details regarding house number and street number are mentioned. Nature of the business is also included. in it. No. comma is incorporated in the letter head. Messrs Jain and sons Publishers and Booksellers Telephone : 221974 60, Main Road, Cable : Ganga New Delhi - 110006 Date - Some letter heads contained a printed line indicating where the date should by typed whereas is some other's, it is typed either starting close from the left margin or ending close to the right margin depending on the style ofthe letter. The format of date consists of date, month & year. Putting the| date on every letter is very important because it enables quick) reference in future and helps in prompt action and orderly filing. ‘The date can be written in various forms as - SthFeb2002 or —- Feb5,2002. or = Feb 2003 etc. Reference line - The purpose of the reference is to enable replies to be linked with the previous letters and also to send replies to these letters to proper official or department. Stating the reference helps| quick and easy future references In some letter heads, there are two lines which are used to| indicate references both of correspondents and yours reference. [Telegrams : RICE ‘Telephone : 22273921 Sharma Rice Mills MG Road, Akola - 444001 lYour Reference. lour Reference: In some companies reference number of the correspondent is| communication Skit (a) writing Reference line helps to describe the purpose of letter such as in answer to the previous letter date so & so‘or with reference to . certain aids The reference number of the organization you are writing to should be written exactly as indicated in its letters. The small and capital letters and punctuation marks should be reproduced correctly. It is advantageous to display the reference at the top rather in the middle as it enables the receiving company to put your letter quickly into the proper file for action and this leads to saving oftime Inside Address - The inside address comprises of the pérsons name and the full address or organization or individual you are addressing, It should be written below the date and two spaces above the attention line. But if there is no attention line. then Inside address should be written two space above the salutation in the left margin this makes a reward on the copy which serves use to identify the letter for filing purposes. It also helps the outward clerk to write the same address on the cover, All the details as the names of person firm, street, road should be written accurately and should not be misspelled as this may give him the impression that you have little respect for him . Also, if not written correctly, when reproduced on envelope may reach wrong destination. Which addressing a firm Messrs’ is used before the name if (i) there is a personal elementin the name of frm and (ji) the name does. notinclude @ courtesy title or word The’ Messrs Rishabh Singh and Sons 84, Indore Nagar Farizabad - 224001 If the letter is addressed to particular department than the best thing would be to write to the concemedoofficer ofthe company.as ‘The General manager State Bank of India, Near Old Bust Stand ‘Mumbai - 400001. included in the body of etter itself. A ej: Asperyourletter No. CD/54/1596 of August 26, 2002 If a letier is addressed to an officer by name write ‘sri’ before the ad 7&7 4RISHNA COPIERS SMRITI NAGAR wo, -gaatasgsts, 504601816‘Communication Sti! wrt name. If officer is unmarried woman add ‘Kumari’ and if she is married add ‘Smt Butifa person has.a special title, itis written before, his / her name instead of usual sri, kum, smt. In case of woman, you may add kum or smt. within brackets ofter special tities 2s | Shri A.K. Jain ‘Smt. Anita Jain DrA.K. Dulhani i Dr. (Kum) Seema Gupta Professor S.N. Singh Dr. (Kum) Monika Dubey Mr. and Mrs. are used if British style of writing | is adopted. (©) Attention line -Attention line usually appears on the right side of the inside address. Attention line is written two spaces below the inside address and two spaces above the salutation This line is generally underiined : Attention : The Accountant Attention : SriA.K, Gupta ‘Attention line draws the attention of the specific person to the ‘contents of the letter . There is no need for an attention line when the letterisadelressed toaspécific person. Sajutation - Salutation is a form of greeting toa person. Salutation is a must for every letter. It relates the writer to the reades. It it equivalent to conversational ‘Hello’ Itis placed two spaces below the | attention line or if there is no such line then two spaces below the inside address. salutations commonly used are sir, Maddm fo government officials judges, ambassadors, editors of newspape ttc. also, Dear Sir, Dear Sirs, Dear Madam, Dear Ladies/Gentleman ‘My Dear, Mr. Jainete. are used as salutation. Subject - The Subject of the letter is stated clearly and is written nex: to salutation. The purpose of the subject line is to let the reader know immediately what the message is about. The subject is writer double space between the salutation and frstlineof the body of ett cu) ) . 152/ |e seat w (i), w 0 KRISHNA COPIERS wo. Pena NAGAR Example: - 859316, 9ssec01916 ‘Subject- Supply of bulbs and tube lights. Body of ihe letter - The main purpose of a letter is to convey a message and the information to be communicated. Body of letter consists of followings sub parts - ‘Opening paragraph. Main Paragraph (ii) Closing Paragraph ‘A good beginning is half the battle won so, In the first paragraph or opening paragraph reference, to any correspondence which has already taken place should be stated and all the details regard it, It should be brief and to the point, but case should taken to see that no relevant details are omitted from it. It should be written in unambiguous sincere. simple and correct words. The writer should make himself absolutely clear aboutwhathe wants to say Inthe closing paragraph, you must state clearly. the action expected from the reader. your wishes, expectations and intentions should be clearly stated ‘Headings’ should be avoided in paragraph. Letters can be closed with a phrase containing present participle eg :- Hoping to tiear from you soon. ‘Complimentary close -Itis a polite way of ending a letter salutation and complimentary close should correspond to each others. complimentary close is typed two spaces below.the-tast line of the body ofthe letter, The various complimentary closes are yours faithfully, yours sincerely etc in business letters. your obediently is used when written to teacher. ‘Signature - The signature is placed below the complimentary close. Itis the signed name of the writer. Itis the assent of the writer to the subject matter of the letter and is a practical necessity. The name of the writer with its department, firm name etc is generally typed four spaces below the closing line, providing enough space for the signature. eg. :- Yours faithfully SR. Jain for a partnership firm, any one of the partners may sign either by writing in ink the name of the firm or by putting his signature below the 1537\ { i | comnisneaton sian °°" * erting | Communication Skit Ymting typed name df the firm Signing authority can be given to en peividual by executing a legal document called powerifattorney in| () « Indented style Itis the oldest farm of a business letter. In this style, his favour. closed punctuation is used. Init, each new element is indented two or « ification marks - These marks are put in the left margin fo four spaces. Itrequires more time to type Aspecimen of style is given igentity the typist of the letter, Itis given one or two spaces below the in below figure. signature. The initials of the officer who dedicated the lever «| caually put frst. for example, ifthe letter has been dedicated by Mr ‘ SR Notwani and typed by Mary kulty, then identification marks BHANDARI TRADING COMPANY LIMITED may be putin either ofthe following ways: 43 A, Mathura Road, New Dethi-110001 SRN/MK ° - 741 September, 2001 SRN/MK | The United Commercial Bank Limited, 4133, Mahatma Gandhi Road, Insome cases, only initials oftypist are written as signature of officer New Delhi- 11004 is already there Dear Sir, eg:- LG Please referto your letter No. C-BC/43 of 4 September, 2001 ‘9 We are grateful that you have agreed to advance a sum of Rs () Enelosure - The various documents attached to lever oF termed| _20,000/- (Rupees Twenty Thousand only). The terms and conditions eo cis eure. Itis typed two spaces below the identification marks} you mention 4% acceptable to us. We Shall send our Accounts . ee Nvaly, The abbreviated form Encl. is typed against which the, Officer to sign the agreement at 11 a.m. on Monday, 16 September, no of enciosures is indicated 2001 as you suggest. eg:-Encl2or Yours faithfully Encls:- a AS. Bhowmick @) K aa G s Secretary Beye Malan? Q.5. Whatare different styles of presentation of business letters 2 wo, Tabrnents BUTS Rae Styles refers to manner of writing. It constitute the collectit characteristics of writing or way of presenting things or layout letters, Business letters can be written in different styles depending|(i) Block style - In this form of style, the data line, the complimentary an individual taste and preference style is understood as" propel) close ‘and the signature are aligned with the right margin; all other words in proper place”. The differentstyles are, parts except the letter head are set left. Divisions between, the parts and between the paragraphs of the body of the letter are indicated by (i) Theindented style double spacing where as there is single spacing between each part (ii) Theblockstyle and paragraph. (lil) The complete - block style Mixed punctuation style is used here. This style requires less (iv) Thesemi-biock style time as most of the parts and all paragraphs are aligned with the left (v)_ The Hanging -indented style margin 1s4/ | 165 /‘Communication Skit ity ( | 1 BHARAT ALLUMINUM CORPORATION 303, Jahangir Road Ahmedabad - 380003 | 10 September, 2001, ‘Your Reference: Letter No. 43-PAof4 September OurReference: POC-30U ‘The General Manager ‘Shahi Cement Company Limited Sarangpura Ghaziabad -201001. DearSir, | regret to inform you that out of 500 bags of cement yoi supplied, 25 have arrived in damaged condition. They cannot bi used at all in construction work. It appears the damage was causet due to inadequate protection against rains. Our Storekeepa pointed this out to the truck driver immediately after unloadirig an’ he has given a signed a note., accepting this position. | an enclosing this note for your information. 1 shall be grateful if you will kindly make necessary Adjustments in the bill. If however, you are making supplies t ‘someone else in this city in the near future, you may send us thi replacement. Yours faithfully AN.Kamath Purchase Office Complete - block style - In this type of letter, all parts except the printed letter head are aligned with the left margin. It appear imbalancéd and heavy on the left side A letter in this form save! ating Communication Skit (iv) wnting more time because identification is not required for any part. Open punctuation is used in this form KALRA ENGINEERING WORKS 6/44, Bhagat Singh Marg, Ludhiana - 141001 14 September, 2001 ‘The Financial Manager National Development Corporation 22 Mahatma Gandhi Road, Mumbai - 400055 Dear Sir ‘Thank you for your letter No. TR-43/30008 of 5 September, 2001 ‘Your cheque No.P4387 of 4 September, 2001 is for Rs 1959.00 whereas our Bill No. KLW 10057 of 20 August, 2007 was for Rs. 1995.00 It appears to be a copying mistake: the writer of the cheques has reversed the lasttwo digits. Jam the sorry to bother you for a small amount but you will appreciate that we have to account for the goods supplied. |, therefore hope you will not mind sending another cheque for the correct amount. | am returning your cheque No. P4387. Yours faithfully B.C. Tandon Materials Manager BCTg Enct:l ‘Semi-block style - The paragraphs of this type are indented. It ‘assembles the block style in other aspects. It is easier to read as itis indented. Mixed punctuation is used in this form of style 756/ 157/Communication Skit wrung | Communication Skit rn whereas all other times in each paragraph are indented four or five spaces. lts appearance is unusual and many perhaps catch attention. quickly. It consumes a lot of time for typing as it insoles many indentations. Ituses mixed punctuation. ee Daljeet Industries Limited arden Sen rs shal His, Silchar - Gurdaspur - 143521 44 September, 2001; : Pare 49' september, 2001 ThePersonnelManager ‘The Purchase Officer Fit Milkfood Manufacturers: Limited Sally Exporters Limited Bhasker Road, New Delhi-110003. | 20A, Feroze Shah Marg eae New Delhi- 110030 Dear Str, Please refer to your letter No. P-483/7 of 6 September, 2001 ‘We hope by now you have gone through the catalogue of toys ~ cee amntovmant as an Assistan} cant vou on 28 August 2001. As you will have seen, there are a et er was LOMA SuTh NAGE® Sri TIN. Parulkar was In Wur enprey betel ‘Accountant from 13°May, 1999 to 30 June, 2001. He resigned the post as the climate of this town did not suit him. he was sincere, hardworking and effcient and we found him loyal in al} circumstances. In fact, we were considering to promote him when he left. We, therefore, think him suitable for the post of an Accountant for which you are considering him. number of new toys in this year's catalogue. 111ese ore mw =. only to delight but also to instruct children by demanding the use of a high degree of intelligence even while they play. ‘We specially draw your attention to the asterisked items on pages 4 and 7. These are likely to become popular in the countries to een which you have been exporting. lar ishsonenaConeary Kindly let us know your requirements so that we may set aside earl toys of your choice. On receipt of your order we shail send them to Managing Director you on last year's terms and conditions. A copy of the statement showing these is enclosed for your ready reference. ' Yours faithfully : "Kulwant Singh - Manager (Marketing) Je This style also resembles the block styleP-® What is Quotation ? Describe the way of inviting quotation and except that first line of each paragraph is aligned with left margi S®"ding quotation?communication Skat . wating Ans. ‘A quotation is a specific offer for sale It is mode in response to equiry from a business house or individual. A quotation includes the details about the specific goods desired. It may be about its price, mode of payment, forms of payment, date of delivery condition o delivery ete. Inviting Quotations - First ofall the letter of enquiry is writen i which companies are asked to quote their rates, terms & mode payment for the goods your company wishes to buy from them. T quotations are invited from different companies before placing order. Itis proceeded in a systematic manner as follows - (a) First, of all, the needs ‘regarding the goods as shape, size quality etc should be described clearly & precisely. (b) Sellers are requested to quote their prices & firms & payment. (©) _Eventhe'sample of goods can be asked if necessary. | (a) Quantity required should be described. | (e) Time of delivery should be described. (f) Expected life of goods and guarantee of goods can be asked seller. (g) Accessories and spares can be asked and the cost of thes} should be asked to seller. (h) service charges regarding installation, transportation shoul beaskedto seller (i). The period forwhich quotation are valid should beasked. | * Various opening and closing sentences may help to make yot quotation effective (i) Please let me know the lowest rate as early as possible for tt} supply of various goods deseribed below (2) _ We look forward for the positive response as soon as possip| regarding the price details of the goods. (3) 1 shall appreciate the required information you send me soonas possible. (4) We should welcome all the information you provide regarding. (5) ~ We hope to hear from youas soon as possible.. (6) Weshould be grateful for your favour: 760/ Communication Skil wring (7) We should be gratful if you kindly in form us the least rate and date of delivery for the following goods. (8) We should be glad to hear from you all the details regarding the goods. Closing sentences *- (i) We shall be gratful for an early reply as we need these goods very urgently. (i) We look forward to hear from you soon and place an order with you. (i) We hope that prize and all the details you quote regarding goods will be satisfactory and of course, we shall be happy to place order for our requirement. (iv) We hope to-have positive response from you. And hope to have further business with you. (v) we shall be obliged if you kindly provide the information as soonas possible, (vi) Onhearing from you, we shall place a firm order with you Sending Quotation - The response to a letter inviting quotation is done by sending quotation. in this, great care should be taken to specity the quality, quantity, design, shape, size time-frame, mode of payment, service expenditure and all the details asked in quotation should to repeated as there is no ambiguity in execution or implementation of quotation. There are many organizations and government department which have devised standard forms for the purpose If you belong to such an organization, use the prescribed forms because these would be comprehensive we enough to draw your attention to allthe required details as (2) Mode and termsof payment (b) Place and time ofdelivery (©) Method of transport (a) Charges on account of sales tax, octroi, fright and insurance. (e) Delivery and transportation charges. () Packing and, forwarding. charges. The characteristics of quotation are, (a) Both quotations should be straightforward, fe1/‘Communication Skit az. Ans. a8) Ans8. winning compact and courteous, (b) Also it should be positive and confident in tone. (c) It Should be brief and to the point. (c) It should be correct and complete. Why is a letter of enquiry written 7 How can be it made effective ? A letter of enquiry is written to get some information about the ‘quantity, price of goods, terms and conditions.of sales or any other details required regarding the goods. Enquiry many be solicited, unsolicited or routine enquiry. A letter of enquiry should have same Characteristics as of quotations as described in above Answer (Referit) The following point should be considered while drafting an enquiry - . (1) The purpose ofthe letter should be clearly stated. (2) Cataloge and price - list should be requested. (3) Samples and demonstrations, if needed can be asked (4) Tellthe source, from where you get information about seller. (5) _Allthe details regarding businéss should be stated (6) “All the firms and conditions should be asked clearly so that order can be placed clearly. (7) The quantity required should be stated. (8) Concession can be asked if by providing genuine reasons as large and continuous orders will be provided or promotion of the product will be done in the area (9) Unnecessary thoughts, enquires should be avoided (10) Lengthy statement should be avoided. (11) Repetition of same thought should be avoided. (12) Apologies should be avoided If above point are taken into consideration. then. ‘venquiry-beeomes effectiver-----—/. Give some examples of opening and closing sentences.that may add to the effectiveness of inviting quotations ? ReferAns. 6 letter of 762/ wing .(9) Give some example of opening ani closing sentences used in letter of enquiry ? 189 Opening sentences used in letter of enquiry are, (1) "We are interested in buying goods manufactured by you. so, please kindly sentus the details regarding. (2) Iwould appreciate the required details as soon as possible. (3) We hope to hear about price and term and conditions on which you could supply the required goods to us. ‘We would be grateful to get details. of your prices and other specifications you can provide regarding the required goods. (5) We would be glad if you please provide us the catalogue and Price list of following item (4) (6) We look forward to get the details about following goods’... as soon as possible. Closing sentences used in letter of enquiry are, (1) Anearly response would certainly be appreciated by us. (2) If your terms be favorable, we would be pleased to send our first order immediately (3) We look forward to hear from you soon and place an order with you. (4) Since our stocks ase to tally exhausted kindly treat this enquiry as urgent and provide the details as soon as possible. (5) - Since, we plan te have'regular business with you, we are sure you, will quote you most favorable terms and conditions (6) | Onhearing from you, we would Moto place a firm order. 0. Describe the method of placing order? How can this method be made effective ? ‘quotation fulfiling your needs is accepted by you and next step is | toplace the order for the required goods.-The following point should | be considered by you for making the order (1). Firstof al, the list of required materials should be made by you and various sources of supply of such goods should be found out. (2) A fairy good idea of quality and quantiy reauige, thei eae ‘ SS ae aeer qo, -g691R893T8. g5ga8019t‘communication Skit ant Ans. wert standard, specifications and the prevaling market pro] should be known. ; Now you should write to the different firm to quote the prices required different materials with complete information. If the ratés quoted by a firm suits you, you approve the quoted and place an order. ‘The order is made effective by bearing followi pointsin mind - Alithe data regarding quality, quantity should be clearly stat ‘The order placed should be firm. It should be made sure that specification. provided as si: Shape, colour should ret vary hort from te orginal ef inviting quotation. Price per unit of item should be stated State the time limit within which order should be complete 9 also specify the condition in which you have the right to can the order. The condition may be if the supply is not made in ti . Orifthe materials not according your specifications. Do mention the mode of transport ie. passenger train, g train, bus truck through which order should be supplied ‘Also describe Various service and transportation char clearly as described in quotation. State the full address of the place where you want the good: be delivered. Make it-clear why you want the delivery of the articles a particular place and ata specified time and stated condition Goods can be insured if you instruct the seller but in nor practice goods ordered are ensured Close the letter with the hope to receive high quality goods have continuos business. 3) a () (b) (c) . @) © © @ hy @ @ Whatis Tender? Describe the method. of inviting tender ? ‘Tender is just like quotation inviting ‘prospective sellers of servi and goods to quote their rates for doing a job or supplying a specified in the notice. It is different from quotation on one aspect i.e. quotation communication Skit . 12. ns writing generally sought for a few selected sellers while notices regarding tenders are open to all and are advertised in news papers, magazines etc inviting prospective sellers of service and goods to quote their rate for doing a particular job or supplying specified goods in the notice. Atender to be completed requires more time as itis invited for job whose execution is spread over a long period of time or needs adequate prior preparation. Tenders are generally asked for the construction of a road building, nalls, dams, bridge or bulk supply of goods or rendering of some services A tender is accepted when it satisfies all the terms and conditions as required. The successful tender has to sign a contract promising to accept the term and conditions and to complete the work with the quality and specified time period ‘Most organizations and government department have devised standard forms for inviting and submitting tenders. It you belong to such an organization, use the prescribed forms because these would be comprehensive enough to draw attention to all the required details standard form are used by the central public works Department of the government of India, or state public works department, or électricity civil Construction Division of different state boards, Invite quotations on behalf of government engineering college for buying electronics equipment for language laboratory from sai electronics Pvt. Ltd., 20, Main Road, Mumbai. Government Engineering College, 20, M.G. Road, Batinda 25th Aprit 20, Messrs: Sai Electronics Pvt. Ltd. 20, Main Road, Mumbai 165/‘Communication Skit wnting DearSir, ‘We wish to buy the following items of electronics equipment: our language laboratory. we should be grateful if you would kindly, @ 43, invit quote your lowest rates for there items, giving full technical detail and particulars about the items. The quantity. required is mentioned against each item. Please quote the rates which may remain valid fo atleast 3 months since the processing of the purchase proposal may| require some time, Quantity Particulars. Tutor headsets 25 Studentheadsets 30 Top 1/2 track record/play head DRIRP 33A 30 Loner 1/2 track record/ play heads DR/RP/ 334 25 Oscillating erase heads 1 Bridge rectifierrec28A 1 Bridge rectifierrec. 204 6 Capstan motors 6 Rewind motors 6 Take-up motors 2 Transformer for master tape recorder 2. 4 Student recorder knobs 4 Stop key buttons. 20 Button other than stop key 90 Mini lamps. 48 Rew Counter belts ‘We want to set up the lab by end of June so that it can function whe’ the university reopens in July. We would therefore, like th equipmentto be delivered to us latest by 16 June. Please letus kn whether you will be able to arrange the supply by this date, Piease le us also know the guarantee period and any after sales facility offered by you. We look forward to hear from you soon. Yours faithfully TN. Rao te6/ Communication Skit Ans. | ata, Purchase officer. wite quotations on behalf of globus India Pvt. Ltd. for hand made paper bags, which are Bio-degradable and Eco friendly, from Delhi Handmade paper Pvt. Ltd. 17, Humayun Road New Dell (4 Marks, (SVTU, 2006-07) Globus India Pvt. Limited. M.G Road, Dethi--. 10Feb20. Delhi Handmade Paper Pvt. Ld. 77, Huayun Road New Delhi DearSir, We wish to buy hand made paper bags for our usage. We should be grateful if you would kindly quote the lowest rates for the hand made paper bags. As these paper bags are Bio-degradable and Eco-friendly we are trying to renew this into a éffective output you can provide the quantity as much as possible’ We want to start the working by.the end of April so that we can taunch our product by end of June so, please provide the handbags by middle of April, Please let us know whether you will be able to arrange the supply by this date. we look forward to hear from you as soonas possible. : Your faithfully Sohail Maharoot 5 A Purchase officer : Send quotations on behalf of Sai Electronics Pvt. Ltd. for providing details about the electronics equipment, Govt. Engineering college, Batinda wish to you. /67/Communication Skit Ans 14 Sai Electronics Pvt. Ltd. 20, Main Road, Mumbai DearSir, , ‘Thank you for your letter no - dated —- we are glad to submit quotation for your consideration. We also confirm that the prices will remain valid for three months. - S.No. Item Description Net Price Each Ex-works Rs 1 Tutor handsets 300 2, Studenthandsets 413 3. Top 1/2 track reward/ 100 play head DR/RP/33A 4. Lower 1/2 track reward/ 100 play head DR/RP/33A 5. Oscillating/ease head 140 6. Bridge rectifierrec. 28A 45 7. Bridge rectifierrec. 22 40 8, Capstan motor 125 9. Rewind motor 95 10. Takeupmotor 95 11. Transformer for 145 master type recorder 12.4v 12. level motor v-4038 120 13. Student recorder knobs 06 14. Stopkey button 15 15. Buttonsotherthanstopkey 11 16, . Minilamps, 12 09 7 (orange green, white and red) 47. Rev.counter belts 06 Sales Tax 12% Transportation 1% Packing charges, service charges and other duties and taxes are included in the prices quoted above. Since the equipment is breakable and quite expensive, so we strongly advise you to get the equipment insured. If you agree,-we shall do.it for you at an extra charge of 1 Percenton the quoted price. The equipmentwill be sent ‘Communication Si wting by goods train, we would like half the payment to be made in advance and haifafter the delivery. ‘We look forward to receive order as. soon as possible. you can write to us anytime if you need any further information. ‘Your Faithfully S.K: Nair Sales Manager 1.15. Place the order by govt. engineering college to Sai Electronics Pvt. Itd. for the electronic equipment for the language laboratory ? ns15 Govt. Engineering College 20,M. G. Road, Batinda Sth May 20- Messrs Sai Electronics Pvt. Ltd. 20, Main Road, Mumbai Dear Sirs, Thank you for your letter no —---- dated ---—---- we agree with the terms and conditions and are pleased to place on order for the following equipments please send the equipment duly insured and include extra charges in the bill S.No. Item Description Quantity 1 Tutor headsets / 1 2 Studentheadsets 25 3. Top 1/2 tack record / 30 Play heads DR/RP/33A 4 Lower 1/2 Track Reword/ 30 Play head DR/RP/33A 5. Oscillating erase heads 25 6 Bride rectifierrec28A 1 7. Bride rectifier rec 208 1 8. Capstan motors 6 9. Rewind motors 6 10. Take up motors 6 7e8/ 769 /Communication Skit ra 1" Transformer for mastertape 2 refunder 12.4 12. level meter v-4038 2 13. Student recorder knobs 24 14. ‘Stop key button 4 16. Buttons other than stop key. 20 16. Mini lamps 12 V (orange. green, 90 white & red) 17, Rev. counter belts 48 a.16. Ans ‘We note that equipment will reach us ‘one month of tht receipt of this order and delivery will be done by goods train shall make half the payment in advance and the cheque is encio: with order. Half the payment will be done soon after the arrival a inspection of equipment Yours faithful T.N. Ral Purchase offi Encl. 1. Cheque Messrs. Smith Bros. Wish to place an order with Ambhuj cements Co. Ltd. for few types of Cements. Prepare an ord for them mentioning that gunny bags should be sent b passenger train, carriage forward to your station where yo will collect them. mention also the method of payment. ‘Smith Bros, Dealers in cement 36/2, Kadolkar Galli Belgaum 10th March 20-—- ‘The Sales Manager Ambuja Gementsco. Lid. ‘Ahmedabad. Dearsir, | Thank you for your quotation and the price list. We are gla} to place our first order with you for the following items fo/ Conimunicaton Skit wating S.No. Description Quantity Unit Amount Gunny bags Price Rs. Rs. 4 "Ambhuja coarse cement 25 100 2500 2. ‘Ambhuja fine cement 10 200 2000 4500 ‘Since the above goods are required to replenish our nearly exhausted stock of these items, we request, you to expedite the dispatch by passenger train, carriage forward to Belgaim. we shall arrange for taking delivery of the goods at ourend. Please send the R/ R and the Invoice, at 7 % discount through Belgaum Bank Ltd. Belgaum Yours ‘faithfully S.K. Das Purchase officer Describe the process of execution of order ? After receiving the order. it should be acknowledged by seller. The : acknowledgment of an order in a legal acceptance of all the points mentioned in the order . Hence the order must be read carefully before accepting and acknowledging it. Order can be acknowledge either by a ready - printed post card or by a special letter. Seller can build profitable relationship with the customer using order. so. the “acknowledgment of an order must express the sellers pleasure and must be a medium of mentioning’ the favorable aspect the sellers pleasure and gratitude. It must appreciate the customes interestin the to ofthe goods, terms and services, It creates'a psyclological vahi¢'to be added to the commercial value, the customer places upon them, afting an acknowledgmer (a) Thank the party for the order with pleasure (b) Mention the details regarding the goods you are supplying (©) State the reason if you are not executing thie order in full (d) State the mode of payment ~ — 7 Tn7 KRISHNA C, SURITI Nag ERS 40.. 1 NAGAR 9691869316, 9584601916Communteaton Skat wing {e) Give the probable date by which you can supply the rest of | communication Sit — 0 Mention the mode of transportation business, industry or government are taken on the Maintain a personal tone and have a impression on) basis of information presented or recommendations made in decision: ‘@) Eek is orderhas been given personalattention. pO eee eeneeanes even (1) A report is a basic management tool used in decision making @.18. What is a report and it feature ? Describe the importance of reports Ans. A report is a format form of communication written for a specific purpose ‘and including a description of procedures followed for collection and analysis of required data. Various conclusions can be drawn from report and recommendations can be given if red rene correct meaning of report can be derived from its origin (4) word ‘reportare’' which means to sarry back, so, 4 report can be defined as a description of an event carried back to someone ‘who was not presenton the same. : : © According to C. A. Brown "A report is a communication from: some one who has information to some one who wants to use that (2) For running a business efficiently, the skill of writing report writing effectively is very necessary. It has got importance ‘same as good equipment and quality raw material (3) Areport helps an executive or professional to perform their functions of planning and evaluating man and material resources efficiently, An industry always employs thousands of workers which are specialists in a specific field of operation but have no idea about other field. so, it is not possible to keep oneself informed or what other are doing without the aid of reports. For an organization, it is necessary to do analysis of its past work for development of organization. Also organization should compare with other organizations work. Ail these Informatica tasks cannot be performed with out preparation, of report on Featurers of reports - formation. various aspects of business and research activity, (2) Areportisa formal statementoof facts or in - faye aerereisiaaneatenaiomer f oh te ccedura of resenting port is planned and orderly procedures of presenting (b) A report is planned and orderly pr ideas and sois very effective. ideas. (7) Report is an engineers tangible product. it presents (c) _ Areportis presented in a conventional form. (a) _Itis written fora specific audience. {e) _ Itinclude information about the procedure of collecting data investigation, his testing and experimentation. He shows significance of his works to superiors with the help of Rig repos sees aesoneciesrs (&) Reporte act 9s a lnk between engineer and the management (9 Roten ince eeoreretton fromthe content by (® Tr reveal gaps in reasoning, lp to detect faut and eliminate them. tancaof ens ne (40) Report writing develops the power of organization. Importance of Reports ‘ ‘An engineer, business executive or a Government officer spends, judgement and communication. KRISHNA coon more than haif the time nearly 75% of his time at the desk either, cal Y, RS writing reports, letters etc. or processing them. Importan|-19. Describevarioustypeofreport? — yyq | 989 RIT! NAGAR J Ans. Business reports are classified on 1859316, ocaaso, aT] Various aspects :- . 1916 5 727 ; 7737‘Communication Skit a) (a) (b) (a) 0 (ii) (b) (2) (a) (b) wing ‘On the basis of legal formalities compiled Informal reports Formal reports Formal reports - A formal report is one which is written in a prescribed format and is presented according to an established procedure to a prescribed authority: format report can again be divided into two Statutory report Non-Stalutory reports. Asstatutory report is one which is prepared and presented according to the procedure and form laid down by law. examples of this type of report are report submitted at statutory meeting of share holders, Directors report ‘to annual general meeting, ‘ANon-Statutory report is one which are not prepared under any law. This type of report is prepared to help the management in framing policies or taking other important decisions. Informal reports - A informal report is one which does not require any prescribed format. Its format depends upon the writer. It is usually’ in the form. of a person to person communication. It may range from a short almost fragmentary statement of facts on a single page, to a more developed presentation taking several pages. An informal reportsisin the form ofaletter ora memorandum. On the basis of the frequency of |ssue- Under this head, a reportcan be Periodical or special reports. Periodical report_- They are. prepared arid presented at regular. prescribed interval. They may be submitted annually semi-annually, quarterly, monthly, fort, nightly, weekly or even daily. As submission of these reports is in routine, so this type of report is also called as Routine reports. ‘Special Report - They are not presented or prepared at regular intervals. They are related to single occasion or situation A report on the desirability of opening a new branch fia] [Communication Skit | (3) @ @ w (4) (a) (b) (c) (a) (8) w «iy wing inengineering college isa type of special report. Qn. the basis of function - On this aspect, report can be classified as informative and (ii) interpretative If a report merely present facts Pertinent to an issue or a situation, itis informative report If report analyses the facts, draws conclusions and makes recommendations itis termed as analytical, interpretative or investigative report. On the basis of the nature of subject dealt with it is classified into following types - problem -determining report performance report technical report fact-finding report The name of the report suggests the function performed by the report. In problem determining report, problem are found out & their cases are determined. performance report evaluates the performance. Technical report présent data on a specialized subject with or with out comments. fact - finding reports deals with facts. the basis of no. of perso report, itis classified a report by individuals Feportby committees or sub-committees entrusted-with drafting of Describe characteristics ofa good report? The characteristics of a good report are,~ 7 a @ i) ii) Precision - The writer should be very clear about the exact Purpose of writing good report. precision gives a kind of unity and coherence to the report and makes it a valuable document. Accuracy of fact is. very essential to a good report as inaccurate facts reads to disastrous decisions Reference _- The fact presented in a report should be not only accurate but also should be relevant. It should be \ 7757 KRISHNA COPIERS SMRITI NAGAR MO, « 9691880316, 9584601916Communication Skit (vi) wit) (wit) (oo & i) a emphazied that nothing relevant information has escaped. Irrelevant facts make a report confusing, exclusion of relevant facts renders itincomplete and likely to mislead. Reader orientation - A good report should always be reader| oriented. It shouldbe kept in mind the person whois going to read the. report.A report is different for the 'ayman and different for technical experts. ‘Objectivity of recommendations - It recommendations are made atthe end ora report, they must be impartial, objective and should have a logical conclusion to investigation and analysis, They must not reveal any self-interestin the part of writer. Simple “and_unambiquous language - A simple) unambiguous language should be used while writing report It should be free from various figures of speech as it is ¢ scientific documentof practical utility. | Clarity - Clarity is the property a good reports always posses. It depends on proper: artangement of fact. The report writer makes the purpose clear, define his sources state his-findings and finally make necessary, recommendations. Brevity. A report should be as brief as possible, Brevi should not be achieved at the cost of clarity. Nor should it bt at the cost of completeness. Brevity in a reportis the kind i brevity one recommends for a precis. Include everythit signifigant and yetbe brief. . Grammatical_accuracy - The grammatical accuracy ¢ language is of furdamental importance. Itis one of the basi requisites of a good report as of any other piece ¢ composition. Self_- explanatory - Every good report is always set ‘explanatory. No other sources of information should t required to understand the materialofthereport. Interest arousing - The reader will be interested in rey ‘only. when it carries his interest once you rouse reade! interest, you should try to hold itor even in crease it. This ¢ eee f16/ 1 ‘Communication Sti Q21. (xii) Describe the points to be considered while wri wating only be done by the nature of the facts and by the style. Completeness - The report should provide, complete information regarding a issue. completeness of report depends on the material collected and their organization. All the facts, decisions and recommendation should be logical and based on reason, 19 a report 7 Ans The point and various aspects. to be considered while writing a report are as follows - . (a) () () (a) (e) a) Its foolishness to deal with a thing without purpose or aim so, Be clear about the purpose ofa report. What kind of reportin expected or requested ? How much time has been allowed to prepare the report. As work at right time is always appreciated. Informal report are prepared sooner than formal reports. What facts are to be examined, furnished. such awareness eliminates much redundant labour. It Helps to eliminate unrelevant data and help in making a document complete in allrespects It the report of a very general nature has to be made, it is advantageous to do some preliminary research on relevant liter atureavaibble so that considerable labor. can be soved. Aimportant point to be always kept in mind is to who is going to read the report should be reader oriented. It is expected that no surplus information is presentin report. Now after considering above point, report has to be written First of all, various sources of information has to be investigated. The investigation depend on the length and importance of the report. various sources of information are ‘company files, interview, letters research papers, personal information, library research, questionnaires etc. As organizations have to.go further developments but its necessary for the employees to be aware of Its old findings and datas. These can be obtained with the help of old company files Declining sales or rising cost of produ. /777Communication Ski (io) (ii) (iv) w) (2) (3) (4) 8) es wring are recurring phenomena, The causes are also similar. In there laces old file may contain some valuable information, Personal observation help in the report of fire accident or on the progress of areport Interviews with the members of the staff also help to solve complaints of customers. The interviews should be carefully itrecorded. for further references lsd When alarge number of people are to be contacted, the only practical method is to make use of questionnaries. Such Questionnaires. are prepared by large business house to ascertain the popularity of product or possibility of introducing new products, questionnaires should lever be lengthy. t the results of the questionnaire are incorporated inreport, itbecomes effective In report on subject of general nature, library research may found useful. This includes reference to standard reference books and past as well as current issues of newspapers, trade publications and magazines. ‘Taking notes - Note down each point during the investigation as any relevant data is helpful to furnish the final report. As different ideas/facts keeps turning in the mind of writer over and over again .a kind of pattem starts emerging and he begin to be clear about what is relevant and what is not and this motivate the writer to start his work, ‘Analyzing the data - Now, data is analyzed to select relevant data and lot of data is rejected. A writer spends most of his timein this stage as itis the mostimportant stage. Making an outline -"Once the final pattern of report has carved in writers report, he starts working of writing the report In this outline the problem is stated, the fact are recorded, they are briefly analyzed and logical conclusion isarrivedat. Writing the report - The fast stage is that of writing the reports. The outline and the notes are continuously referred during this process. Firstly a rough draft of the report is prepared, itis revised again and again, data are sometime 778/ ja.22. ‘Communication Ski! Whatare the different forms in which report are orgai eliminated and sometimes added to prepare the final report. It should be emphasized that the report should be simple, unambiguous and free from grammatical errors. : ed? Report can be organized in following forms - (@) Letterform ° a le (©) Memorandum form (©) Letter-textcombination form. (@) Letter form - Informal report are arranged in business letters wo (ii) (iii) (iv) (wv) (vi) (vii) (b) Oy ® «iy form. Its main parts are, Heading or little Data Address Salutation The body Complimentary close Signature The body of the report includes introductory paragraphs related to subject of study. Next few paragraphs presents the study findings of the investigations. In the last paragraph recommendations are provided that logically follow the findings. Memorandum form - In this form, the date is mentioned at the top. It is followed by the name to whom the room is addressed which is followed by name of the writer and the subject of the report. After it-follows the actual téxt and conclusions. Large business houses have different types of Printed form to send reports. This simplifies the procedure and ensures uniformity of style. It is a simpler way of presenting report. Letter - text combination form_- This form is ust employed for long reports. A complete report in this, ‘om includes three major partsas Introductory parts Body ofthe report wringCommunication Skit ii) w (a) (b) () (e) di) (a) (b) (c) ii) (a) oo ‘Addenda Introductory partinclude following sub-parts - Letter of rarismittalorletter of presentations - Itis a routine letter written to transmit the report from th writer to the reader. It provides a permanent record transfer. It shows the data on which report was submitted ‘The name and position of writer of reporter is stated It give the knowledge about the reports authorization. It also invites the readers comments and suggestions. Title page - It provides title of report along with the persont name toitis submitted, the date of submission and the nam{ of the writer submitting it Table of contents- It provides title and page number of ead chapter. It also facilitates locating particular topics in th report. Abstract | Summary - Abstract or summary acts as read reference of the report. An abstract is also called synop: An abstract is about two to five percent and summary about § to 10 percent ofthe report dy of th Includes followin cts - Introduction - It is the first part of the body of the report, includes firms of reference and authorization of report. also describes methods of collecting data and sources of with historical and technical background. Definitions special terms and symbols are also described, if required. Discussion or descristion - The various aspects of iss are described under headings and sub-headings. Itincludi all the facts in form of text, charts, graphs, tables etc. Conclusions & recommendations - On the basis of facts: | data presented the writer concludes, to some conclusi ‘Also some recommendations and suggestions are al given at the end to improve aspect wherever required, credited in footnotes on the page on which they are cited| [communication Skit . 23, (b) (c) (d) (e) C0) wring reference is small, it is described in footnotes and if are in large number, they are mentioned at the end It is not only customary but also essential to give. Credit to the works which you have used or quoted in yourreport. Bibliography - The works consulted by the writer the gives in bibliography. It include works recommended for further study. glossary - It is the list of technical words used in the report along with its explanations. these word can be given in the beginning or the end or in the footnotes. Appendices - Statical data, charts and diagrams that are not incorporated in the main body of the report in the order to keep the main line of argument un entangled are put at the end in the form of appendices. It is needed to support to main body of the report but is too detailed/voluminous to be included in the tet. Index_- An index of the contents of the report may be included to serve as a quick quide to the material in the report, It enables the reader to locate easily any topic, sub- topic orimportant contents ‘Signature - Areport must be dated and signed by the person who has submitted it. And if tis submitted by a committee it 's important that all members should sign it or it should be signed by chairman, Describe the structure and various elements of a report? The structure of a report comprise of basically three parts (a) (b) () (a) (a) —— r List of references - The works cited in the text are =| (b) mentioned together in the list of references. If no 780/ Front matter Main body Back matter Etont matter Itcomprise of Ten elements Cover -Acoveris usually made of white or some soft, natural - coloured card. It protects the manuscript from damage and gives the report a next appearance. On the cover, are written (a) the title of the reports its number, ifany (c) the date. fai/‘Communication Skit © (b) (c) @) (e) wang The classification itany The inside of the front cover and both the inside an¢| outside of back cover are usually left blanks. Erontispiece - A frontispiece generally appears in bound| report which are meant for wide. circulation. It is a sort o| window display that ignites the curiosity of the reader, Title of the page - Itis on the first right hand of the page and| include sub-title, name of the author, Name of the authority for whom report was written, project number, Approvals &| Distribution list. Copyright Notice - if a report is published copyright notice is| given on the inside of the title page. Forwarding ‘letter = It includes covering and introductory| letter. covering letter acts as a record of transmission of report and introductory letter provides the introduction. Preface - It introduces the report and offers it to the reader and is written by author himself. Acknowledament - It provides gratitude to wards persons and colleagues. ‘Table ofcontents - Refer above Answer. List of llustration - Refer above Answer. I} Abstract & summary - Refer above Answer. jin Body - Iti foll sub parts - Introduction Discussion or Description Referabvoe Ans. ‘Conclusions Recommendations Backmatter- Itincludes following sub-parts Appendices - Refer above Answer. List of References - Refer above Answer. Bibliography - A Bibliography is a serially numbered list of Published and unpublished works which are consulted before or during the preparation of report. It also include works recommended for further study. It indicate briefly the contents and usefulness of the works cited. The entries in bibliography are in alphabetical order. e2/ Communication Skit [Q.24. Compare informational and interpretive types of reports ? wating (wy w) Glossary - Refer above Answer. Index - In large reports, index serve as a quick guide to the material in the report. It enables the reader to find any topic, sub-topic easily. Entries in the index are made in alphabetical order and page number on which information aboutan entry is available are mentioned against! ‘NS.24 Informational and interpretive types of reports are the results of 25 ns an analysis, investigation of a problem, survey ofa situation or a piece ofresearch. fa report merely present facts and data pertinentto an issue and situation. itis informative report. It present the situation as itis and not as it should be. It does not contain any conclusions or recommendations. It is useful because it presents relevant data Put together irva form in which itis required by the management to take decisions. On the other hand, if report analyses the facts, draws conclusions and makes conclusion recommendations, it may be described as analytical or interpretive report. It may also have recommendations for action. An interpretive report which basically consist of recommendations is also called as a recommendation or recommendatory report. Describe oral and written form of reports and compare them. An oral report is a peice of face to face communication about something seen or observed. It may consist in'the communication of an impression or an observation. But a written report is a piece of communication done on a paper. Both type of communication can be compared on following aspects (i) Anoral reportcan be denied at any time. Buta written report is @ permanent record. The reporter cannot deny what he has reported once. Oral report saves the reporters time as itis instant but written report takes more time to reach the specified person. Awritten report is relatively more accurate and acts as a i) iii) 7637Communicatioh Seat o . : wing permanentrecord for the future use. (iv) Awritten report can be referred again and again where as oral reportcannotbe referred. (v) written reportis more formal than oral report. (vi) “Awritten report can change hands without any danger of distortion during transmission. (vil) An oral report tends to be vague by the presence of irrelevant facts while some significant ones may have been cover looked. Ina written report, the write tries to be accurate and precise. (ix) Written reports can be both formal & informal, @.26. Describe formal type of reports ? Ans. A formai report is prepared in a prescribed form and is presented according to an established procedure toa prescribed authority. It is permanent documentation. It is formal in style and impersonal in style It consists of all the element of report as tittle, table of contents, Body, summary, abstract, conclusions, recommendations, tables, figures, graphs, Charts, drawings appendices eto, - oo Formal reports are of two types - () Statutory (ii) Non-statutory ‘A report prepared and presented according to the form and procedure laid down by law is called a statutory report formal report which are not required under and law which are net required} under any saw which are prepared to help the management in preparing policies ar taking other important decisions. are called non-statutory report. Formal report can again be -dividedin three sut- classifications. - Informational Interpretive Routine ReferAns 24 Q.27. Describe Routine reports ? Describe some important| technical routine reports 7 7e4/ smmunicaton Sait wsting ns.27 Routine reports are periodical reports which are prepared and presented at regular prescribed interval. They may be submitted annually, quarterly, monthly, fortnightly, weekly or even daily These reports are written in a prescribed form. All that the report writer has to do is to put a tick mark against certain items, listed in the form or write very brief remarks against them. There report are used for recording routine matters at regular interval eg :- confidential reports on employees, reports on inspection of equipment, lab report, progress report, Inventory reports; these reportare form of formal reports. (i) Progress Reports - When a long term project as construction of bridge or building, layout of a residential colony, installation of equipment in a factory or the investigation of some problems undertaken administration keeps it self informed through progress reports . It helps in evaluating the work done and to make future plans with respectto time and money Example- (a) Astudentwho undertake a research project, will be required to submit progress reports periodically. these reports usually include a chronology of progress report. (b) when government department give work ‘on contract of bridge or road construction they insist on such report with contractor. These enable the government to know whether the ‘Work progressing according the schedule or not The frequency of progress report depends upon the Practice followed: in anr organization.They may be written or circulated at the end of each stage or after a specified period of time. When_prepared-at regular.intervals; they are.called as Periodic report Each organization has a proforma for the Preparation of such reports. But it usually contain following elements. (a) Name ofthe work or project (b) Total work to be completed (©) date (4) workcompletedtodate 185/Communication Suit wnting (e) cu) (9) (ii) work to be completed possible date for completion Signature and designation of the reporting officer. Lab Report Examination Report A Laboratory report is an account of various steps, performed findings and conclusions performed in laboratory put together in a logical order. The various steps »».. +2 ability to chose equipment, to arrange various instrument appropriately, to observe and record processes & reactions, Recording readings faithfully accurately and to arrive at valid concus ns. In all laboratory report are an essential part of scientific investigation and experimentation. Proforma for writing laboratory reports have been devised by educational institutions and research organization as per their requirement These reports contain following element - (a) (b) ©) (a) (e) (fy (a) (h) w @ (kK) w (iii) (a) (b) Heading experiment number date statement of objects apparatus used Method or procedure followed Observation Calculation Tables Conclusions Diagrams ‘Signature Inspection report These are of two types - The report which incorporates the result of the inspection of a piece of equipment to as certain whether it is functioning Properly or require any repairs or replacement. This may be done as a matter of routine or on receipt of a complaint. The report which indicates the result of inspection of a product are part of quality control Most manufacturing organization have.a quality, control section or department whose duty is td inspect every product with a view to fss/ ‘ommmunicavon Ski wring ensuring thatit fulfils the required specifications, An example of inspection repérton tape recorders is given below- Inspection Report on Tope Recorders Number: Make: Date: Model Type: | : ‘Serial NG: we Checked by Note: Please puta tick against the relevantitem. (@) Visual inspection Case: broken / scratched normal Heads: worn out sticky dusty normal (b) Mechanical Movement Stopped/obstructed run / intermittentnoisy smooth \c) Amplifier Playback: dead / poor / distorted / humming / normal (3) Recoding (i) Direct: nil/ poor / distorted / normal (ii) Other source recording dead/noisy/poor/normal (iil) Microphone : dead / noisy / poor / normal je) Frequency Response: high frequency missing low frequency missing I speaker booming /jarring / normal }) Suggested Repairs and Replacements }) General Remarksn : (iv) Inventory reports - every organization and industry has to take stock of furniture equipment, stationery etc at regular interval. This type of report helps to determine the quantity of stock Pe 7377 rere SHAT NAGAR C + MMTARONIE, 8588601016Communication Skit " required, dead stock if any, amount of different material, required Mostly organization have-prescribed form or porforma to till the particulars. The person who chetks the stock fills this porforma. A specimen report on office supplies is given below. Reporton Office Supplies SINo. Item __> "Stock on hand 31st march 2001 1. White paper (foviscap size) piain 10 reams 2. _ White paper (foolscap size) ruled Sreams 3. Letterheads 500 4. Typingpaper => > 4reams 5. Gylostyling paper 14packets 6. Carbon paper 2boxes 7. Filecovers 250 8. Envelopes: Large 1500 ‘Smail 600 9. Peneits: blank (copying ) 3doz. blue 2doz. Be ted, . - 2doz. 10. Typewriter ribbons, 6 11. + Clips packets 12, Pins packets 43. Cyclostyling ink bottles 14, Fountain pen 2bottles Date: Checked by... Place: ~~ Signature (v) Annualeonfidential Reports on employees ‘Most organizations make a periodic evaluation of the) performance and general conduct of their employees. The assessments thus made are used at appropriate times for rewards such as increments, promotions, bonus transfer to more eee 7s8/ Communication Skit wring responsible jobs etc. A large no of factors determine whether a person is efficient or not & these factors are included in a report and there, these reports are subjective. ‘Some organizations have identified qualities required for doing a particular job efficiently and these are listed in of Particular porforma. The reporting officer has to tick a particular item to indicate the level of efficiency attained by the employee. ‘An example of this form is given below - Annual Assessment Form 1998-99 ___ Name of the Employee: Date of Appointment: Note: Please assess each item by putting a Tic in the appropriate column Excellent Good" Average Below aver ©) Appearanice mae aa ‘Smartness ———Tidiness Character — Candidness Intellectual honesty Moral standard Motivation Work habit nti @ Relationships With superiors With colleagues With subordinates Output Diligence Consistor Speed” 7 expression Witten Oral “wy Specal Achiavemens a ih) Other Remarks Date: Place: ) Signature and Designature of the Reporting Officer /e3/Communication Skit There are basically two dangers in this assessment reports as - PNOPAYNA " 12, Date: Place: writing (i). The reporting officer may tick the items in a routine fashion (ii) ttmay not be possible to describe a particulars quality by a single word SO, report should be checked twice before submitting the report, ‘Below proforma is more in use for assesment. GOVERNMENT OF SAMTAL PRADESH PUBLIC WORKS DEPARTMENT ‘Annual Confidential Report 1999 - 2000 Name fo the employee: Rank: Date of birth Present pay and the scale of pay: Length of service in the present pay scale. Length of service under the reporting officer Nature of work on which employe Proficiency in (a) Designing (b) Surveying (©) Office work and accouts Execution of work: General: (a) Health (b) Character {c) Work habits, (d) Temperament () Trustworthiness and zeal (f) Relationship with colleagues and superiors Recommendations: (a) Do you consider him to be an officer of more than ordinary attainments: (b) Is he fit for promotion to the next higher post? General Remarks: Signature and Designation ofthe Reporting Officer Communication Ski! wating 28 Define precis ? why precis is needed ? ns. "A precis is a concise and clear statement of the substance of a longer passage in a connected and. readable shape" or A precis may be defined as a restatement in shortened form of the main ideas and points in a piece of writing”. Precis as derived from - french which means exact. The precis is written in the writers own words and itis about one third of the original text. aprecis In the fast moving world it is necessary to know the essential facts of a situation as briefly and clearly as possible A company manager have also to know the main points of an article published in a trade journal, He might need the main point of the campanys correspondence with a clientetc. so, there isneed, of precis. }.29. Whatare the different steps to write a precis ? s Thedifferent steps to write a precisare (1) Road the passage thoroughly and carefully. Try to find the ‘main theme in a sentence or phrase: Also start thinking of a suitable title for it. (2) Read the passage again and again and makes sure that no important pointis missed out. “n (3) Selectand underline the important point. (4) Prepare your first draft in few words comprising all the important points and theme of the passage.’ Provide the suitable titleto passage. (5) Reward the passage and compare the first draft with it to check if there are any omissions or nothing insignificant has been included. if anything required, should be added or deleted (8) Check out for the number of words in the precis. It should be within the limiti.e. about one third of the original text. (7) Read the draft once again paying attention to grammatical 490/ f/ MA COFFERS SMPITI NAGAR Ma. 9691850316, 9584601918Communication Skit mistakes, spellings, puntuation check for completen clarity and conciseness. 4 (8) Reconsider the appropriateness of the title and ammen ,) Necessary . (9) Prepare the final draftNeatly (30) Write in brackets at the your precis in the right hand com¢ the number of words used by you. (11) Write Rough’ on the top of your first draft and the list of po! you have made and cross them out. What are the points to be considered while writing a go recis? The point to be kept in mind for writing of good precis are follows = ~~ (1). The theme of the passage should be determined. central theme of the message should be taken into accot All the major points rejecting minor point should be inclu in pre ju i t sentences 2) _Precisis notjustthe reproduction of important (©) dont delete same ventences and select few and form precis. Itis the remodeling of the theme of message. ‘Communication Skat veg corroborate certain generalized facts you can safely omit them. But, ifthe figures are basic to the very understanding ofthe general drift of the passage, they have tobe retained. Observe proportions - your precis should be well proportioned. each part of the original passage should be dealt according to its relative importance and not according to the space against The Precis should be concise and should reduce the passage to nearly one-third ofits original length. No Comments are supposed to be given in precise. you should not appreciate or criticize the ideas expressed in the Passage. your job is to interpret faithfully and not to evaluate the mind of the author. No ideas are created in the mind of writer. ‘Single word should be substituted for a phase or a clause. conveying the same meaning. Allunnecessary repetition should be avoided. Phrases are substituted for a sentence or a clause and by removing super flaws_and ornamental words, conciseness and clarity in precisis achieved. to be achieved while writing precis as the p © Should be one-third of eiginal message. But Brevity at cost of clarity should not be achieved. The words why *" make the precis effective should be included in precis. (4) ° Language used should be simple and should be intel even to a person who has not read the original messa Use of lot of technical words and complicated phra should be avoided (5) Precis is always written in third person. The use of di speech should be avoided in the precis. The use of indi speech makes the precis compact, so itisused (14) Linking of various sentences should be done. (15) Make use of one-word substitutions Q.31. Whatare the qualities of agoods precis ? Ans The qualities of a good precis are, (1) Completeness -A precis should cover the essential contents of the given passage. It should not omit any important fact or idea givenin the massage. (2) Clarity: It should express the meaning of the original Passage clearly and be free from all ambiguities and redundancies. even the person who has not read the (6) The precis should be such constructed that the p original message should be able to get the main message ‘should be complete in itself. ; E through the precis. (7) Use your description if the passage contains statisti (3) Conclusion - A precis must be precise and brief. It should be information -,{f the statistical figures have been included} @ coherent piece of writing, presenting the agreement logically. Naturally, a patched. up thing will do It would be a yyCommunication Ski! Q.32. Ans 33. Ans. win poor precis indeed if you tried to produce a smaller vers on ofthe original by mere omission of certain words, phrases or clauses. you should remember tnat. good piece of writing is an organic whole which loses its meaning if truncated in this fashion. Whatare the Do's and Don'tfor precis writing (7 marks) (esvtu. 2007) ‘The various Do's for precis writing are as follows (Use always simple and your own language as far as possible. (ii) ‘The theme of the message should be contained always in Precis (iii) Keep the same sequence of events, ideas agreements etc which you find in the original passage, change it only for the Sake of achieving clarity (iv) Make use of one word - substitutions, phrases should be used and connectivity of sentences should be done. (v) Drop figures of speech, examples and illustrations In a passage entirely devoted to be illustration of some idea or agreement use the illustration ina compressed form Give maximum information within the required limit. Use indirect speech and the third person. (vi) wil) The various Don'ts for precis writing are as follows :~ () Avoid copying the sentence from the original. (i) Don'tgive any title unless specifically required (ii) Nocomments are to be made in precis. (iv) Do not divide your precis into paragraphs unless the original passage is very long (vy) Donotchange the facts contained in the passage. What is a report ? Describe the laboratory report with the elements it contain essentially ? (2+5 Marks) (C SVT U, 2007) Refer Ans. 18 &Ans. 27 fea/ |communication Skit Writing 34. Name the essential joments of letter writings? (2marks) (CS VTU, 2007) $34 ReferAns. 4. 35. Describe application letter with its importance & types 7 's Application letter is a form of a business letter or a sales letter and soallthe guidelines useful in writing these letter are applicable here also. : The first objective of an application letter is to obtain an interview. ‘so, the letter must be distinguished enough to attract immediate attention and to arouse ihterést: Next, It must convince the prospective employer that he can profit from the talents and services that the writer offers. Application letter are important because they are written to sell ones services. It gives the first impression about you your qualities. Even the envelope of application letter forms an impression. Neatly typed and framed letters have more chances of being selected for interview. ‘Types of Application letter - ‘There are two types of application letters (a) Solicited application letters. (b) Unsolicited application letters. Solicited application are written in response to an advertisement whereas unsolicited application letters are written at the writer's initiative. ~ Again there are two types of application letter - () In the first, all-information about qualifications, experience and personal letters is given in one letter ) Inthe second, there are two parts. part one is.a short covering letter, containing reference to the advertisement in response. to which you are applying and featuriag your most significant qualifications for the post. Part two consists of the resume a sheet which lists details about you and your qualification. The second type of letter of application is more effective as the applicant gets a chance to reveal his personality and his qualities. TS ETERS SMAIT! NAGAR MO, - 9891259248, 9984601918(Communication Skit 7 a (ii) (a) (ii) oy (a) Describe covering letter? Ans 36. The letter of Application is a special covering letter. it sh Possess the qualities of effective sales letter. It should be written: the principles of the ‘you’ attitude. The applicant is required to wi ‘what | am’ and, ‘what | have' but he is required to give them det from the employers ‘point of view. It should include follo contents - ‘The writers address and date - The writers address: written at the right - head top corner of the letter. The dé invariably forms a part of the writer's address. he inside address - This depends upon whether application is in response to an solicited or an unsolicit application. Ifiti nse to an advertisement - The advertis may contain the position of the officer to whom the letter is be addressed. In that case, the inside address will start the status name of thatofficer. as - The personal manager National Rubber Ltd. Delhi ‘Some advertisement contains a Box or Bag number which the application is to be sent In such case, the addr would be, ‘The Advertiser, Post Box No. 3214, : Delhi- 170006. If it is unsolicited, the letter should be addressed to thf appropriate officer The personal manager. Guest, keen, William Mumbai Salutation - ‘Dear Sir’ is the salutation used in all application letter. The opening paragraph - As a good. beginning is half the battle won. So, the opening Paragraph should attract the! attention of the reader and arouse his interest to read the} nication Skit “ (ii) ) (iv) (vy) (vi) (vil) wrting letter further Always make a striking statement which makes an impression. Aexample of good paragraphis as follows Your Advertisement in The Hindu dated ...... for the position of a Accountant suits my qualifications and experience. With my three yeurs experience as Assistant Manager of -lintes Ltd. | feel quite suitable for the managers post that you have advertised in Bombay times dated .. ‘The Middle Paragraph - Once the opening paragraph has achieved its aim of arresting the readers interest, further work is easy and is easily done with the help of middle Paragraph. It provides basic information about the applicantas Education, with grades, classes, ranks and scholarships obtained Physical or health Details Marital Status. Experience if any and detalls about previous job Languages Known. Nationality ifitis asked. Copies of testimonials isto be attached to the letfer. (viii) The employee can mention the names and addresses of (A ex: ‘two persons to whom the prospective employees can refer for obtaining information about the applicants honesty, sincerity characters ete. The concluding Paragraph - even if the first two parts of your letter are good, they will not be able to clinch the issue unless your closing paragraph is able to motivate action. Don't commit mistake by using words which tries to gain ‘sympathy from the prospective employees. Given an opportunity to seive in your gsteed concern, | assure you of my best service to my superiors, ‘You would remember that jobs are not given in clarity. So, just be simple and direct in asking for an interview. SO, ending should be effective as - 16/ 1977.communication Skil wee (1) Ihopetohear fromyousoon. (2) May | have a 10 - minute interview to elaborate on my qualities and answer your further question. (a) Complimentary Close & Signature - ‘Yours Faithfully’ is the most commonly used complimentary close’ Avoid using ‘I beg to'say that or yout mostobedientetc. ‘Signature and the name of the applicant aré written al last. (h) Enclosure - It is always a good policy to mention th number or nature of the document and other papers enclosed wi the application letter. @.37. Describe Resume ? Also describe the elements present i Resume? ‘Ans.37 Resume is a sheet which lists details about you and yo qualifications. It provides a detailed information about th personal qualities, education; experience etc of the applicant generally includes the following (1) Personal dataas () Name Gi) Date ofbirth Gil: Age (iv) Height (v) Weight (vi) Marital Status (vii) Address (2) Academic/ Educational Qualifications : (i) Percentages, Board, Divisions are described. Merit Record ifany should be attached. . (ii) Extra - curricular activities as member or alumni of : association, Best speaker or Debater of the college. (iv) Any. Sport with which you are associated should described. (3) Specialized training, if any is described. (4) Experience and achievement 7e8/ communicate Skit - (a) \ have been working as a lecturer in electronics & Tele communication Department in G E. C. Jagdalpur. (8) Special honour, ifany (i) Best Studentof school (i) Best Badminton Player of school, college, state level. (6) Special person qualities which make you suitable for the job (7) References : Names and addresses of persons ho can vouch for @.38. Write the application for the post of sles manager adver Ans. your achievements names of two or three persons can be given for Reference. rtised Also in column 24 Page 10 of in 10th February in Times'of Indi: enclose your bio data to it. Ram Prasad 30, Nehru Nagar Gwalior 20th February 2008 Asst. Chairman. Hindustan Pvt. Ltd. 66, Indira Road; Delhi ‘Sub -Application for the post of sales manager Sir, This has reference to the advertisement in column 24 of page 10 of times of India. Delhi of 10th February for the. post of Sales Manager. Since | can fulfil the requirements of the job advertised,’ ! am ‘Submitting my application for your consideration. have passed M. Tech from IIT, Dethi in first Division. | have fiair for selling aid | was working asa sales’ manager with a reputed company in Mumbai. ‘My complete Bio - data is enclosed here with for your perusal, along with copies of testimonials 7997 KRISHNA COPIERS SMRIT! NAGAR MO. - 9691859316, 2584601916‘Communication Sai Wrting | shall be glad to give you further information you may require at the time of interview. Thanking you. Your faithfully Ram Prasad (a) Name (b) Fathersname : "@ Age : (d) Address (e) Education Qualification () Experience. BIO - DATA Ram Prasad SriHari Prasad 28 Years 210, M. G Road, Mumbai 1) M.Tech (Mech.) from IIT Delhi in 2004 with 75% marks 2) B.Tech (Mech. ) from Delhi -_ University in 2002 with 80% marks 3) Higher Secondary school ‘certified examination in 1997 from Delhi Public School, Delhi with 85% marks 1) M/s. Naviyoti Ind. Ltd. 10/20, National Marg, Mumbai 2) Designation -Sales Manager 3) Duties and Responsibilities Achieving sales and collection targets, Demand fore casting sales Promotion activities etc. Achievement other. than ‘regular ‘duties - a port from being the top sales person, took active interest in training and development of sales team and elected as a corporate trainee for company. (8) Date ofjoining - 5th Nov-2004 (6) Salary Down - Last Salary drawn Rs. 45,000 per month (gross) Reason for Resignation company closed its business in the (4) M100/ Yeation Sai (h) (i) o (k) o (m) wing country due to import restrictions. Merit Scholarships:(i) Extra curricular Activities. Journals and Management Registration Hobbies and Interest References (9) Training Courses: Diploma in Training and Development from Society for Training and Development New Delhi in 2003 through correspondence course - Attended Training seminars conducted by renowned management consultant in mumbai on development of enterprenual skills 7 Receivel. scholarship on being ‘st in merit list for higher secondary school certificate. Outstanding student award during the final semester of Engineering college. () Member of Rotary Club International ) (ii)’ Member of WWF (world wide found for nature) (i) AIMA Journal monthly. (ii) Business Standard and india Today Notapplicable. (i) Watching Television particularly Discovery channel. (i) Meeting people and making relationship (ili) Traveled entirely through M. P. State Including ruralareas () Mr LK. Shukla (IAS Rta) 30, Ashoka colony, New Delhi (i) Gopinath D. K. Asstt. Commissioner Income Tax Circle Il, New Delhi KRISHNA COPIERS f101/ MO. - 969185991, 9584601916Communication Skil Q.39. Ans39 AsstChairman, Q.40. Ans _ Delhi wing Write the format of interview call forthe previous application. Hindustan Pvt. Ltd. 66, Indira Road, Mr. Ram Prasad Gwalior ‘Sub : Interview Call Dear Ram Prasad With reference'to your application for the post of sales manager, shall be glad if you call on us for a personal interview on 2" M 2008 at2 p.m. at our Delhi Office. Kindly bring all certificate and relevant testimonials in support of ‘application Yours faithfully Asst. Chairman. Place an order to Wipro Info tech Mumbai for the vario| ‘computers and Printers. Latest Computer center Badodra 5" July 20, Wipro Infotech Pvt. Ltd, Mubai ‘Sub : Order for pentium iv computers HP laptop, and printers, Dear Sir, ‘Thank you for your letter no dated............. we are pleased! the price quoted, we also agree with the different terms conditions regarding the mode of payment in advance and supf material within 15 days receipt of cheque. we also confirm thal} prices will remain valid for three months. ‘communication Skit Our order isa follow- S.No. Item Description Quantity 1 Pentium V Computer 10 2. Laptop-HP 20 3. Laserjet Printer 10 4, Inkjet Printer 10 Please send the items by transport corporation of India and forward the document through central Bank, Baroda Yours faithfully S. Rai Purchase officer Encl. 1. Cheque. Execute the order of computer Baroda. Wipro Infotech Ltd Mumbai Q.41, Ans.41 -Latest Computer Center 8 July, 2¢ seer ly. 20... ‘Sub- Ref- ‘Supply:of computers and printers Yours orderdated 5” July 20. Dearsi a In compliance with your order dated 5" July 20...., we have pleasure in informing you that we have today sent the computer, Laptop, Printers by Transport Corporation of India and forwarded the document through central Bank, Baroda, ‘ACopy of Invoice is enclosed for information. Thanking you and assuring you of our best corporation always. ‘Your Faithfully 8.N. Singh KRISHN, Encl. Copy of Invoice Mo. (Surin waane®S + * 9691859316, ase, 4001916 eee eee eee eee eee eee een foxwring ‘Communication Skit 42. Ans. 43. Write a complaint letter regarding non-receipt of computer and printers. Latest Computercenter Baroda Wipro Infotech Ltd. 28" July 20. Mumbai : DearSirs, As per your letter no. ..... dated 8 July 20...., you have dispatched the order of computer, printers and Laptops but we have not received the items till today. As per the agreement, the order should have been dispatched by 20" July 20. We shall appreciate your looking info the matter, immediately and are looking forwatd for your reply as soon as possible Your faithfully S. Rai Purchase officer Write down the precis for the following passage ? We businessmen have the key in building a new and progressive capitalism. we say we are fora greater middle class economy, which means having fewer people at the bottom, fewer at the top and more in the middle. Then what is wrong with a decent minimum way ? That one way of lifting the standards of those at the bottom. isn'tyt > its one way of making more people to the middle We ‘say we respect to see slack times and reasonable employment. we say.we are for steadies jobs then what wrong with the annual wage ? that whatis means: doesn'tit? We say are really want to see more diffusion of the good things of the world. then what's wrong with profit sharing ? what wrong with giving our workers a real in centive to produce more for their even profit and for goods ? we will say we want better homes and better education for everybody, that we want higher health standards and security for all in the declining years that we want all the things, which spell real prosperity for all the people. !fwe truly want- them there must be found waysto bring them about. I don't say the means that suggested are cure all | do say they M104/ Ans. Communtestion Skit writing feeghings we businessman must think about ifwe ourto see a future for our selves in terms ofa future for others, Total - 235 words writing prepare a Considering all the do's and don'ts of precis Rough draft. Standards, security for all’ can Phrase ‘better facilities for all’ following titties suitable. (a) The Role of business (b) Capitalism asa progressive force (c) Key to Prosperity jAmong these, ‘capitalism as a progressive looks impressive Finaldratt- apitalism asa progressi Business can make capitalism a progressive forcé by building Total words = 78 P67Communication Skit witing 44 Write a Notice inviting Tender for furniture on the behalf of i 4 Bia wating government of india? ids must be accompanied by security of the a ‘ 01 ‘And Governmentofindia the workin the tabe below, drawn in favour of ‘concemed Project Uttar Pradesh Diversified Agriculture support Project aeocore ogni il ave tolee ler Lon ot Gana Bid No. 1/Gamp./LKo. Date : 05.07.2008 einer document and shall have to be valid for 45 Invitations for Bids (IFB eb Aetana om ml Badin 5. Bids must be delivered at the respective offices of the project e 3 Managers and executive Engineer on or before 15.00 hours’ on tae nsvemment of inida has received a credit from Intemational | 04.08.08 and willbe opened on the Paneaeae re The governmeasociatienLoan from the International Bank for | presentofthe bidders who wish to 1 same day gt 16. soho ne Development reend Development towards the cost of U.P. OAS P| closadonthe date of receipts ofthe bids & See nareuee project and intends a part of the funds to cover elfgible payments received and opened on the next workin: pungent nee Under the contracts for construction of works as detailed below. venue. 1g days at the same time and Fiaing is open to all bidders from eligible source countries a8} 6, Other details ca : Setined in the |ARD guidelines for procurement. Bidders from India n be seen in the bidding documents chould, how ever be registered with the government of India or other see eavemnment or state / central government undertaking. Biders| feiaae | Naneci Vek Approximate ae | coatot | perodot sate Miged to note the minimum qualification. Criteria specified is] °™ Valve of Work | Securiy | Document |Competion ae ee. of Instruction to bidders to quality for the award of the (Rs) ines) | (Re contract. 2. The Project Manager, Construction Unit -03, U. PAEW Angoor} % — | Consitucion of Pro | 17-80 Lacs} 35,800.01 -cessing Hall & G 0 | 1000.00} & Months Bagh, Faizabad and Executive Engineer, Construction Division “39 Accuse i j Parentheses () - Parentheses serve the purpose of doub| Brisk - Bright :dashes - they are used to separate from the main part of t Callous - Hard Cruel ‘sentence a phrase a clause which dosnot belong to it. Candid = Sincere, Frank eg, : This scheme (see the.enclosed brochure )is designed} Gavi > Courteous | give you the maximum return on your money. Cogent > Powerful rn Capital letter - itis used in Compassion - Pity, Sympathy a. The first word of a sentence Concise - Short, brief b. The first word ofa direct quotation. Cordial - Warm, Friendly Prdpernouns and adjectives derived from them. Criterion - Standard ‘Crucial - Decisive - Fia67 LeCommunication Skit Rodi Deficient = Lacking Dexterity = Skill Didactic - Instructive. Diligent = Industrious Disgrace = Dishonour Economical - Frugal Elegant - Refined Eradicate - Destroy Exquisite - Fine, Elegant Extravagant - Wasteful Fallacious - Deceptive Fastidious - Particular Fictitious. - False Fury - Anger Gaiety - Joyousness Gratification - Enjoyment Grievous = Painful Hamper - Hinder Humility = Modesty Inadvertent . - Careless Incessant —-._ Continuos Irresolute - Undecided Jubilant = Joyful - Discreet - Generous Malice = Spite Marvellous - Wonderful Notable - Remarkable Obliterate = Destroy Obsolute = Antiqualed Opportune - Timely Pathetic, - Touching Pretence - Excuse Prodigal - Extravagent A38/ Communication Sxl Reding Questionable - Doubtful Rebellion Revolt Reiterate Repeat Renown Fame : Resistance Opposition Sane Sensible ‘Scandal Infamy ” ws Sensual Fleshy Shrewd Astate Slender Scanty Spurious False ‘Superficial ‘Shallow Surplus Excess Tedious Werrisome Thrive Prosper - Transient ‘Transitory Unique Single Useful Advantageous Various Diverse Vigilance Watchfulness Vulgar Coarse, Crude Wealthy Rich Yearn Crave Zenith Top .¢ . Zest Enthusium Zest Passion . ANTONYMS Abundance Dearth Accept Refuse Admire Dislike Analysis ‘Synthesis Arrival Departure 7397 RISHNA COPTER Bue NOGAR HO, 26g nERN8, oreesaee‘Communication Skit Arrogant Attract .. Authentic Belief Bliss Borrow Callous Cautious Cheerful Coarse . Compare conceal Create Danger Delay Distant Economy Entrance Extensive Extravagant Fact Famous Folly Foreign Futility Gaiety Gain géniiine Growth Haughty * Humility Hypocrisy Include Joint ~ Humble - Repel =. Spurious - Disbelief - Misery + tend - Soft = Rash “Gloomy - Fine - Contrast! -_ Reveal - ~Bestroy - Safety - Haste - Near - Extravagance - Exit = Intensive - Economical - Fiction - Obsure - wisdom - Native = Utility = = Mourning - Loss ‘= False ~ Deciine -* Humble = Arrogance - Sincerity - Exclude - Separate A140 / Reading ‘communication Skit Lack - Plenty Loose = Light Malice = Goodwill Meager - plentiful Miserly = generous Native - Foreign Natural + Artificial Normal = Abnormal Notorious -_ Reputable Offensive -- Pleasing Outward = Inward Particulars - General Permanent - Temporary Praise = Condemn Pride - Humility Public - Private Rare = - Common Remote - Near Safety ~ Danger Savage - Givilizes Separate = Joint Stationary -_ Moving ‘Surplus - Deficit ‘Synonym * = Antony Tedious - Lively Theory - Practice Thrifty - Extravagant Transparent - Opaque Uniform - Variable Urban > Rural Violent - Gentle Gentle - Vice Want = Abundance Yield - Resist 1141fCommunication Skit Zeal - Zenith - Indifference Nadir IX CONNECTIVES Q.12 : Describe connectives ? Give some examples of connectives: Ans: with usages 7 ‘The Words used to connect one thought with the other are called as connectives. Thus connective is a word or a phrase linking other linguistic units. It makes the writing more comprehensible by going the various thoughts and ideas. ‘The different connectives used are however, although, and, but, on the contary, In the end, as well as, though ete. e9.(1) (i) Heis small (i He is intelligent. Using Connectives - He is smart and intelligent. 2) () He is miser. (ii) Heisrich. . Using Connective - Heisa miser although heis rich. 3) (i) Mohan suffered a lot during the days of his poverty. He did not have sufficient money to buy nutritious food, cloths and other necessities of lf. (ji) He ishappy nowas he has earned a|lotof money. Using Connective - Mohan suffered a lot during the days of his poverty as he did not have sufficient money to buy nutritious food, clothes and other necessities of life. However he is happy now as hehaseamed alotof money. Voice - Voice is that form of a verb which shows whether what is denoted by the subject does something orhas something done to it Averb is in the Active voice when its form shows that the ‘Communication Skit x Reading person or thing denoted by the subject does something or in other words; itis the doer of action. The active voice is so called becomes the person denoted by the subject acts. C A verb is in the passive voice when its form shows that ‘something is done to the person or thing denoted by the subject. The passive voice is so called because the pétson or thingsdenoted by the subjectis not active but passive, that is . suffers or receives some action. Note - The object of the Transitive verb in the Active voice becomes the subject of the verbin the passive voice. Only Transitive verbs can be used in passive voice. The Active voice is used when the agent (i.e. doer of the action ) is to be made prominent. The passive voice is used when the person or thing acted up is to be made prominent. ‘When verbs that take both a direct and an indirect objectin the Active voice are changed to passive either object may become the subject ofthe passive. Verb, while the otheris retained. 1142/ Tense Active Voice Passive Voice (orModal + base) . ‘Simple Present Take ~ amtaken Takes istaken’ * are taken PresentContinuous —_amtaking am being taken istaking is billing taken are taking are being taken present perfect hastaken hasbeen taken have taken have been taken A43/ HOISHMA COPTE! AMmerT: NAGAE BG, - QAO a5 9346, BFE 98ST S SsCommunication Sit Roeding 4 ‘simple past took ‘wastaken .* ware taken 5... pastcontinuous was talking was being taken were talking were being taken 6. past perfect hadtaken * had been taken 7 ‘simple future will take: willbe taken shall take shall be taken can/thay/musteté” éantake canbetaken *+base musttake mustbe taken 1. Sita loves savit Ans Savitri is loved by sita. Ce The mason is building the wall. Ans The wall is being built by the mason. 3. The peon opened the gate. Ans The gate was opened by the peon. 4. ‘Some boys were helping the wounded man. Ans The wounded man was being helped by some boys. 5. He will finish the work in a fortnight Ans — The-work will be finished by him in a fortnight * 6. Who did this 7 ‘Ans. - By whom was this done.? 7. © Why did your brother write such a letter 7 ‘Ans Why was such a letter written by your brother ? Aaa/ cammunieabon Sat Resaing 8. The guard refused him admittance Ans -Admittance was refused to him by the guard. 9. Mr. Krishnaji teacher us grammar Ans Grammar is taught to us by Mr. Krishnaji. 10. The manager will give you a ticket Ans Aticket will be given to you by the manager. 41. Who taught you french ? Ans By whom was french taught to you 7 : KRISHNA COPIERS 42. He handed her a cheque wo. SMRITI NAGAR Ans Acheque was handed to her. » - 9691859346, 9584601916 ki Question Tags - For preparing question tag following rules are to be followed - i. Ifthe statement is positive the pattern of question tag is auxiliary + n't + subject. ii, Ifthe statements is negative the pattern of question tag is auxiliary + subject. jote :- 1. The subject of the question tag is always a pronoun, never a noun. Add Question tags to following statements - 4. Its’ raining, Ans. Its raining , isn’tit ? 2. You are free, Ans. You are free, aren't you? 3. She can swim well, 145/Communication Ski Ans. Ans xl Resaing Ans She can swim well, can't she 7 4, Gopi broke the glass, ‘Ans. Gopi broke the glass, didn't he? 5. Your sister cooks well, Ans. You sister cooks well, doesn't she ? 6. You aren't busy, Ans. You aren't busy, are you? ‘She can't swim, ‘She can't swim, can she 7 Mohan doesn't work hard, Mohan doesn't work hard, does he 7 Narration When the original works of the speaker are quoted, it is called direct speech. when the exact words of the speaker are not quoted but the some information is conveyed itis called indirect speech. Rules for changing direct speech into indirect speech are When the reporting or principal verb is in the past tense, all present tense of the direct are changed into corresponding past tenses. Thus. (a) Asimple present becomes become a simple past Direct - He said "| am unwell” Indirect - He said that he was unwell (co) 0) (9) (h) w cammunicavion Skit (b)A present continuous becomes a past continuous. Direct - He said" My master is writer is writing letter” Indirect - He Said that his master was writing letter. A present perfect becomes a past perfect. Direct - He Said , "I have passed the examination. Indirect - He said that he had passed the examination. (d) The shall of the future tense is, changed into should {e) The will of the future tense is changed into would or should. ‘Simple pastis changed to past perfect. Direct - He said, "The horse died in the night” indirect - He said that the house had died in the night ‘The tenses may chéinge if the statement is still relevant or if it is universal truth. Direct - The teacher said, " The earth goes round the sun” Indirect - The teacher said the earth. goeswentround the sun. If the reporting verb is in the present tense, the tenses of the direct speech donot chage . eg. : He says "Heis unwell” as He says heis unwell. Words expressing nearness in time or place are generally changed into word sexpressing distance thus, now becomes then, today be comes that day, herebecorries there, go.become before, tomorrow becomes the next day, yesterday becomes the day before, thus becomes so, last night becomes the night before. Direct -He said"! an gld to behere this evening. Indirect -He said that he was glad to be there that evening. M46 / Fat7 ”/ «RISHNA coptens AGAT sia ge a50e601916 woe(Communication Skit Reading (The changes do not occur if the speech is reported during the some period or atthe same place, Direct - He says, "lam glad to be here this evening”. Indirect -He says hes gladto be here this evening. . (k) Thisischangedtothat ‘These is changedtothose. ()_ In reporting questions the indirect speech is introduced by such verb as asked, Inquired ete. Direct - He said tome, “whatare you doing” Indirect - He asked me what was doing (m) In reporting commands and requests, the Indirect speech is, introduced by some verb expressing command or request and the imperative mood is changed into the infinitive. eg. : 1.Direct - Ram said to hari "go away" Indirect - Ram ordered hari to. go away.» 2. Direct - He said to him "please wait here till | return” Indirect - He requested him to wait there till he retumed 3. Direct - ‘call the first witness” said the judge. Indirect - The judge commanded them to call the first witness. (n) In reporting exctamations and wishes, the indirect speech is introduce by some verb expressing exclamation orwish eg. : 1. Ditett-he said “Has , |an undone". . Indirect- He exclaimed sadly that he was undone. 2. Direct-Alice said."How clever! am." + Indirect-Alice exclaimed that she was very clever. 3. Direct- He said "Bravo. you have done well” Indirect- He applauded him saying that he had done well Communication Skit Reading Wl Preposition - Apreposition is a word placed: before a noun or a pronoun to show in what relation the person or thing denoted by it stand in regard to something else. 1. Some. prepositions indicate relations with place as went, across, againstetc. 2. Some preposition indicate relations with: time as after, before, behind, during, for, from ete. 3. Some preposition Indicate relation with Cause, reason, purpose as of, with ete. 4. Some prepositions indicate relations with measure standard, rate, value asat, by etc. . 5. Some preposition indicate relations with source.or origin as from, to ete. Ins lon 1, Come away from there . 2. He must have reached there by now. 3. How far is it from here ? 4. Itcannot last for ever. 5. Each article was sold at over a pound. 6. The noise comes from across the river. 7. Pay careful attention to what tam going to say. 8. there is no meaning in what you say. 9. He is the man I was looking for 10. These are the good rules to live by. 11. The cat sat on the mat. 42. The day sprang up on me. 13. He killed the man with a knife. 14. He was killed by his own wife 18. She will become my Partner from Monday. 16. Vineet lay beside his boy. 17. Mammats can service on grass. A48/ M49/ yCommunication Skat Reodng ication Skit ee 48. Freedom can lead to levity. €g.:a-The cowisauseful animal. 48. He was no match for the master craftman. The cat loves comfort, 20. Punjab in resplendent with natural resources. 9. The two nouns man and woman can be used in a general sense 21. The Hindus divide human existence in to four varnes. ____withouteither article. 22, The road is not accessible to vehicles. 9. : Manis the only animal thatuses fire. 10. Theis used before the name of books, “ eg.: The Vedas, The puranas. XIV Articles -a.an and the - 11. The is used before musical instruments 4. Aor an is called indefinite article because it usually leaves in |€9-:Hecan play the Violin. definite the person or thing spoken of, 12. The indefinite article as usedin its. numerical sense ofone eg. :Adoctor, thatis, any doctor. €g.: Twelve inches make afoot 13. Inthe sense of any, to single out on individual as the representative 2. This iscalled the definite article because it normally pionts out ofaciass. : ‘some particular person or thing. eg. :A pupil should obey his teacher eg. : He saw the doctor, meaning some particular doctor. xv WORDS COMMONLY CONFUSED 3. Theindefinite article is used before singular countable nouns. eg.: a book, anorange. eed Sentence Accept He could not accept my invitation for a 4. The definite article is used before singular countable nouns , party. plural countable nouns and uncountable houns. eee Everybody except the President attended ‘eg. : The book, the books, the milk. Advice pailfollowed 7 . Anil followed his father's good advice. ‘Advise He.doesn'tadvise me anymore. 5. Words beginning with a vowel’sound use, an. Affect His criticism doesn'taffect me anymore. eg. Anass, an energy, an orange, an hour. Effect’ ae fiad"a lasting effect on my Access He has no access to the boss, ashe sits at 6. Words beginning with a consonant sound use “a” ‘Mumbai eg.:Aboy, awoman, ahorse, ahde auniversity, a european. Excess He eats, drinks and smokes to excess. Adapt He was quick to adapt himself to the new The is used When we talk bout a particulars person orthing | Adept Srvkonmant. sc rolatons. eg.: The book youwantis here. Adopt He has been slow to adopt our Allowed NGusrosliowed tee the Cha 8. Theis used when a singular noun is meantto represent awhole | ‘aloud Route sowed tn ege te Coal eioe class. conversation. B ome 7517 eRISHNA COPIERS SMRITI NAGAR MO, - 9691850916, 9584601916Communication Skit Altar Alter Angel Angle Abject ‘Object illusion Amicable Assent Accent Accent Bear Bare Birth Born Break Brake Beneficial Beneficent Beside Besides” Boar Bore Canvas Ranyess. yas 2 Reeang He placed his offerings at the altar. The boss in not willing to alter his decision regarding suspension. ‘She is such an angel, nobody would wan to hurt her. 1 Couldn't see her from that angle. His -abject poverty keeps him from meeting people. : This new water pump is an object curiosity among the villagers. He did not make a single allusion to the scandal in speech. It is an illusion to think he did not take the bribe. They resolved their differences and came to an amicable settlement. The chairman has given his assent to our proposal The Institute is at the top of the hill and the ascents rather steep. Iwas confused by his American accent. | Icannotto see her suffer like this. He daredto bare. The birth of a child has brought joy in to theirlives, He was bom in West Delhi. He could easily break the glass. By the time he applied the rakes accident took place. Insurance is beneficial for everybody. The beneficent king was loved by his subject. She sat beside him during the entire show. - Bésides all the doctors there will be a few observers present. at today meeting. The wild boar can be a destructive animal ‘She bore three children before the died ‘She was wearing the common canvas shoes. - f have decided to canvass for Manet As2/ Check Cheque Celling Sealing Compliment: Complement Corporal Corporeal Continually continuously Creditable Couneit Counsel Current Currant Dairy Diary Dependant Dependent Dear Deer Disease Descease Difference Difrence Reading during the forthcoming elections. the Authorities have failed to check the uncontrolled growth of sums. The cheque he issued was not in any favor. ‘There is a ceiling on buying of land. He is busy sealing the envelopes. She blushed athis compliment. An angel of 30 degrees is the complémentofan angle of 60degrees. No one today tolerates corporal punishmentin school Fairies have no corporeal existence . He has been touring continually for the pasttwoyears. It has been raining continuously for the pastfour hours. . He is handicapped, therefore, his victory isall the more creditable. He is a member of the Bar council of india. He had to suffer because he did not give heed tohis father's counsel. We discussed the current affairs of the company. Currants are among my favorite dry-fruits. He works on a dairy farm. He has a habit of noting everything down inhis diary. We employed her because she was so dependant. He is dependent on the industrialist for all the finances. Ever thing you have given is dear to my heart. The deer have found protection in this sanctuary. Hiis not ware of the disease afflicting him asheis continuing smoking. No one was bothered about the deceased man; they were fighting over his property. There ‘is little difference between the twins living rose villa. Hes very polite to his teachers and treats‘Communication Skit Dose Doze Elicit ict Eligible Megible Eminent Imminent Fair Fair Fare fare Facility Felicity Floor Flour Flowers Faint Feint Hair Hare Heir Hale Hail Hail Heat Reading themwith great deference. The doctor advised him to take a dose of medicine at bedtime. I dozed off to sleep during the matinee show. The police could elicit no information from the dying terrorist He has been arrested for illicit trade practices He is eligible for promotion this year. Her handwriting's illegible. Premjiis the most eminent industrialist ofthe country. He is in coma and his death seems imminent bought this shaw! at the fair. She is proud of her fair complexion, Railway fare is reaching out of common man. Ihave fared too badly in my exams. There is no booking facility as his office. She finds real felicity in the service of suffering humanity. Don't leave things tying about on the floor. ‘We buy our wheat flour from the. Don't pluck flowers from the public park. He fainted after the second round of fight. Thereis feint hope of the recovery. Your hair needs a conditioner. The hare is attimid animal + He is a natural heir to his father's property. When I last saw him he was hale and hearty, She sails form the southem part of this sate. Ithailed during the night. His wounds are rather serious and will take aling time to heal. As4/ Communication Skit Heel Heard Herd Hole Whole. Industria industrious, Insight Incite Later Latter Letter Lose Loose Leave Leave Live Medal Meddle Miner Minor Naughty * Knotty None Nun order Ardour Reading When the lady raised an alarm the chain ‘snatcher took to his heels. Ihave heard him singing. . Aherd of elephants was seen at the edge of the forest. Piglive in holes. He didnotlet him relate the whole story. Machesteris an Industrial town. He is always successful because he is industrious by nature. His deep insight in to human’ nature makes hima successful story writer. He is accused of inciting the crowds to tum violent The principal said | could see him later. The latter part of the film is gripping. Your letter arrived when | was away. He is afraid of losing her in the crowd. She is known for her loose character. Letme take leave of you now. Our train is expected to leave the station at 12 noon. If you want to live with the family you must behave yourself. He has won a medal in Olympics. \-do not believe in meddling in others affairs. A-miner was trapped in the mine yesterday. Tina is stil a minor and cannot exercise voting rights. 7 He was punished because he was naughty He discovered that the problem of taking bribes was really knotty. None of the director came for the meeting Nuns have succeeded in maintaining discipline in their school. The governments order’on levying tax intoeffect next month. Z | am amazed to the youthful ardour displayed by your grandfather even at this age. ASS KRISHNA COPIERS subiti NAGAR aan - 9604858916, 9584601916‘Communication Skit Pare Pair Patrol Petrot Peace Piece Plane Plain . Plain practice Practise Principal Principle Pray Prey Price Prize Pore easing Ineed aknife to pare off this mango. Get me a pair of scissors. The police officer was on patrol when the crime was committed, - Petro! has become costlier since the 1 a s _t budget. ‘The peace of the village if broken since the riot. Iwas surprised to see pieces of broken glass onthe floor. The plane took offon schedule. the Gengetic plain received very moderate rainfall this year. Don'tbe deceived by her piain looks. He lost the match because he was shortof practice. They have been practising their play forthe last one month. You may meet the principal of our collage after two in the afternoon It is against his principles to admit childrenrecommended by politicians. We have come to the temple to pray. ‘The ‘cat played with its prey before killing it | was not too happy with the price of | this book. Everyone expected him to prize for acting. ‘The little holes in your skin are called pores. She has decided to spend her life working for the poor. He poured cold water overhis bums. Cricket was very polpular among the Indian princes The king was unhappy about the choice ofthe princess. If make an advance payment of your salary this month, you must not take it as a precedent, because | shall not do the same again. the Ase / ‘Communication Skit President Quiet Quit Quite Right Rite Write Wright Route Rout Seam Seem Sight Site Cite Soar Sore Stationary Stationery Senses Census Tamper Team Teem Reading The meeting was chaired by the president ofthe party. Heis quiet by nature. In spite of his success he had to quit the job. ‘She is quite popular among her colleagues. S You were right when you said the ‘company would get a bad name because ofits present policies. He doesn't seem to give much importance to the religious rites associated with marriage ‘Write out your application on aclean sheet of paper. Everyone knows that you are a good play wright, Jamnotfamiliarwith this bus route. The visiting team was routed by the home team Her skirtwas giving way atthe seams. She seems quite familiar. She was shocked at the sight of destruction caused by the fire. This is the site of our new factory. She cited a verse from her book. The soaring prices of essential commodities have made life difficult for the poor. Atthe end of the twenty-kilometre walk my feetwere sore, The express train rammed into the stationary goods train. He is in the habit of using office stationery for his personal work. He has cone to his senses now thata lotof damage has been done to his reputation. ‘She was not born when the last cenusus were taken’ He is never know to lose his temper. The team has done well under your Captaincy. The site of the train accident was teeming A577‘Communication Skit Vain Vane Vein Vale Veil Wail Weigh Wet Whet Wave Whether Weather Weak Week Wick Wonder Wander Reading with people when | arrived. All his effort to prove his innocence before the board were in vain. The vane is pointing towards the south The bleeding wouldn't stop because hehad cuta vein. After driving trough the beautiful vale we came toa town, She had covered her face with a veil. ‘The women gathered around the dead man were wailing. The way to the temple was through a cave. Weigh the bags before loading them. We walked on the wet sand ‘The sight of delicious food whetted our appetite. When we saw the waves rising we decided itwas time to swimin the sea Jasked whether she would join us. We chose to go out because the weather was pleasant. The old man was too weak to run, He visits me every week. The lamp needed a new wick I wonder if the boss will be true to his promises. Why are you wandering here and there instead of doing some work? Ass/ communication Skit az Ans. Unit - IV SPEAKING What are the characteristics of agood speech ? ‘The characteristics ofa good speech and speaker, are. Itshould be clear. The speakers words should possess charity and beeminentin conveying the ideas emotions facts and arguments ‘The speech should be according to the audience, when you speck, there should be a perfect rollout between you and your audience. There is informal chat between intimate friends but not with f2rmai audience . speech should be vivid and free from abstraction so, speaker should take care ofit. The speech should bribe’ so, speaker must-cover is necessary main points first . Quotation anecdote and humorous should be provided by speaker as it makes the speech interesting good speech is always tuned to the wavelenath of the audience. ‘The speaker should observe the audience and then speak. Whatis profile of good speaker? ‘The profile of a good speaker is.as follows- good speakers lively interested and enthusiastic. He taken full interest in the subject and takes pains to make his audience equally interested init. A speaker does not speak just for the sake of speaking. A good speakeris earnest. Agood speaker worth the audience time. He realizes his sense of responsibility to his listeners. A good speaker dose not take more time than what is allotted to As59/‘Communication Skat ‘speaking him, @. A good speaker speaks to the point. He responsibility to his subject. has a sense al f. A speaker speaks responsibily and with authority as a leader should do. g. Agood speaker keeps his sense of humour. h. A goad speaker is clear about ‘the subject and is eminent ia convaying the ideas, emotions. facts and agreements. @.3 Briefly explain importance of clarity and fluency in specking? Ans Language is the factor which:connects a person to another as iti the most appropriate method to convey ones feeling to other. Td speak, its necessary that the persons should know the comm language. Then, the next thing is clarity in speaking as. there are some words having similar sounds but different meaning which i allcan change the message to be conveyed. Itis also necessary td put the stress on the right syllable or to silent a particulars letter t. convey the appropriate words. Pronounciation should be correct ‘When clarity in speech is achieved. Its necessary to hav fluency is speaking as the distracted speech donot arouse interes! in the listeners mind. He may not be able to get the correct ‘meaning outof the spoken influent words. ‘Aclear and fluent language has tone, stress and rhythm an’ is fluency andis easily understable. This Clarity and fluency can be achieved. by various paralinguistic features as voice modulation! voice articulation pitch, tone intonation ete. | Q.4_Whatis effective speaking ? How it can be achieved ? Ans ‘When the spoken words convey the required meaning at rigt time, it is referred as’ effective speaking. If the differe components of the speech are used skilifully them speect becomes effective. The different components re‘ paralanguag: parameters as tone, pitch, voice articulation, voice modulation| Intonation etc. . ‘a. Tone - Tone is the vocal sound with reference to its pitch, qualit and strength. Itis modulation of the voice expressing a particul feeling or mood Tone becomes harsh when a person is angry o tone is soft and tender, when a person is in good mood. ‘Communication Skit b. ‘Speaking Pitch - The pitch refers to the quality of a sound governed by the rate of vibration producing it, ie the degree of highness or lowness ofa tone when a message is to be coveyed to large audience, a high pitch is required whereas communication between two near person is done at low pitch Bringing variation _ in the pitch while making a sensous statement considerably. add to the effectiveness of the presentation good speakers always make the bestuse of the pitch of their voice. Voice Modulation - The voice of the speaker Should get modulated according to the matter he delivers. It helps to eliminate monotony in speech and thus help to maintain interest pf audience. A good speaker regulates and varies the tone and pitch of his voice throughout his speech, Voice Articulation - It refers to the formation of a speech sound by constriction of the airflow in the vocal organs. This makes the speech lively effective and pleasing Intonation - The patterns of variation of pitch of the voice (ie the way in which the pitch varies) constitute the intonation of a language. It is very important as the person cannot speak always on the some tone. sometime it high, low or leveled . it reveals mood of the speaker. Asyllable on which a pitch changes takes place is usually marked with one of the following signs depending upon the type of pitch change. KRISHNA COPIER SMAITI NAGAR mag -aeaeacansg, on s504g The pitch falls from very high to very low. (the tone is called a high fall). ‘The pitch rises from very low to very high. (the tone is called high rise) The pitch rises from low to mid (the tone is called low rise) The pitch falls from about mid to low and then rises again to mid (The tone is called fall resi). The pitch rises from tow to about mid and then fall again to low (the tone is called rise - fall) pose of Intonation - Intonation serves both as a grammatical function or an altitudinal function. In other words hearer can made out whether a particular utterance is a statement or question, command or a request with the help of intonation. It also helps to find out tne Ae0/ fei /t Communication Skid Speaking attitude or the mood. of the speaker ie whether he is bored, annoyed energetic interested in the subject of conversation etc. @.5 Explain - (a) Task oriented speaking (b) Interpersonal speaking ‘Ans. Task oriented speaking - Task-oriented speaking isa form of formal speaking. This type of speaking is concemed with conversation among colleagues, officers, employees related to the organisational issues or problems within an office or an ‘organisation or to other organisation. when.a businessman is interacting. with supplier of raw material or manager in an ‘organization is talking to employees about the decline of sale. Most of the talking in an organization are all engaged in task oriented speaking for fruitful output. For effective task oriented speaking. a. The speaker must process sufficient knowledge, facts related to task orissues under discussion. b. He should use simple words and phrases in clear, fluent and audible voice. c. Its very necessary that the speaker should listen to the others views| J opinions and should ask for a clarification in case of any doubt o1 misunderstanding. b, Interpersonal speaking - Interpersonal speaking is the talking between two persons. This type of speaking may be formal o} formal. Talking is the best way to express feeling and get the worl done. Informal speaking is that what we speak at home, among] friends, relatives, colleagues etc in a natural way. These are talking regarding personal matters, fot recreation, for gossips to share} joys and sorrows etc. This type of speaking does not follow a patticulars pattern] vocabulary formality, hierarchical order. strict discipline or any} bondage or formality. Here the person is free to express his feelings in his own way . It is the most natural way of speaking free fron artificial tone, accentand voice modulation. The spoken words in this type of speaking depends on our rejations} with the person we are interacting with, It also depend on the nature and mood of the person. The manners and etiquettes are decided by the person themself Q.6 Describe different forms of speaking ? Ans Speaking can be broadly classified as. ‘communication Skit speaking a. Formal speaking. b. . Informal speakin: ¢. | Semiformal speaking. Formal speaking - Formal speaking is that type of speaking which does not involve any personal matter. It is mainly associated with Office or organizational communication in which some kind of hierarchy is involved, It also in volves a particular pattern and vocabulary which should be followed with strict discipline. The material to be spoken should be relevant and straight forward and should be organized in a particular format. Formal speaking includes speeches, presentations, seminars, debatesetc. ‘The points to be considered for effective formal speaking speaker are, a. Haveclarity and fluency in speaking. b. Use simple word and phrases while speaking. ¢. Use the words according the audience, d. Prepare well and collect necessary information before your presentation. e. _ Beaudible to everyone present. f Dothe voice modulation to convey your idea clearly. g. Artificial tone, accent can be used. fh. Check twice whether the listener have understood accurately ornot. i If interupted always do ite recap of what has been already sai j. Have eye contact with audience for confidence, and to. better convey your idea, k. Words should be pronounced correctly. 7 | alway’ think ahead and be conscious about whatare you going tosay. m. _ use of proper pauses to either high light punctuation orto create effect. The points to be consi are, i Listener should always have ‘full concentration and pay Undivided attention to the speaker while listening, ii Note important points forfurther reference ii Repeat what the speaker has said to check whether what has been conveyed and what you have receivedis the same or not. jered for formal specking by listener ‘The practices to be avoided in formal speaking are, ‘A62/ P87 gisnwa GOOILAS SMaITE NAGE MO, -OHBTASHSIB, HEsGTi AE‘Communication Skit ‘Speaking i Do not use excessive technical words as they might not be understood by listener. ii Speed of speaking should not be ‘oo fast or two: small. speed should be steady ii Donotinterrupt the speaker white he is conveying iv Berelaxed and donot ump to ahasty conclusion. Vv Avoid vague or cliched word or phrases. b. Informal speaking - Informal speaking is that form of speaking which involves personal matter. The talking at home, among our friends, neighbors relatives, colleages and co-workers come undér this form of speaking It is the most natural Way of speaking i deals about personal matters mostly we share our sorrows and joys, discuss on family and job, relations with near and dear ones in this form of speaking. Gossips, discussions just for time pass| ‘comes under this ‘orm of. speaking, At home and in social gathering, we are engaged in this speaking and is not bound with} any formality, strict discipline hierarchical order particular format or Particular vocabulary. It does no involve any artificial tone, accent or voice modulation there, we speak for the fun, humor and to| express our feelings. This type of speaking depends on our relations with the| person we are interacting with. The words to be said, when and| how to speak depends on our manners and ettiquetes and our relationships with the other person. (©) Semi formal speaking - This type of speaking is not fully formal or informal. This type of speaking takes place mainly at offices| between the persons nearly at same post. The person having personal relationships at home have semi formal talking at offices. Q.7 What do you mean by verbal and Non-verbal form of communication ? ‘Ans. Verblal communication - It is the communication which taken place through words. It is the most widely used form of the communication. All the personal communication takes place through this form only. It is also very useful for business ‘communication. In verbal communication spoken words along with other paralanguage parametershelp to convey the meaning Non-verbal communication - It includes all extemal stimuli apart from words uttered or written. The main elements of non verbal communication are. ication Skit Speaking @. _personalappearance b. posture 7 ¢. _ Differentgestures d. Facialexpressions e. — Eyecontact, f. _ Thedistance between the speaker and listener g. Thetoneofthe speaker. fh. Thevolume ofthe speaker i. Presence of silencein the speech. i. Thepauses between words and sentences k. _ Theemotional content of the communication. Q.8 What is meeting and what are the points considered for the success ofameeting? Ans . meeting is a form of group communication which when handled ia properly results in fruitful outcomes. Meeting is a form of oral communication. Both committees and conference ie both formal and informal communication in on organizations function through meetings. Following points should be considered for the success of a meeting - The purpose of the meeting should be clearly defined. Necessity to call the meeting should be there. The next stop is to determine who should attend the meeting and what items should be on the agenda. The agenda of the meeting should be distributed among alt members so that the members can get prepared for the meeting with their point of view. The person related to the meeting & subject should be invited. The notice regarding the meeting should be circulated within time ie within reasonable time before the meeting. The day time date and place of the meeting, if finally decided should be mentioned notice. Alll the facts and figures going to be required in the meeting should be colleted and circulated among the members as annexure with notice, Ae4/ A165 /Communication Skit vi vill as Ans. speaking Heommunication Skat ‘Spdaking minute of the previous meeting are passed in the next mes v__ Signature of the secretary. the record of minutes should be maintained in each meeting. Numbering of series of meeting is done as! 2 ve Note of Dissent if given by any member of meeting should 2007 eee eons noted for further reference. 20.02 ; 20.03 The chairman or president should be elected for conducting and SOon meeting who will supervises the meeting and observe puntuall and control the meeting to reach to the decisions. All the participants should be asked to get prepared for meeting. So, that healthy discussions can take place at t meeting, Describe notice regarding meeting ? Notice is a form to circulate among the members of any group organisation to inform them about the meeting. The notice must be sent to all those who have a right attend the meeting: Notice are circulated for calling a meeting both general body meetings and meetings of smaller groups si as governing body, Executive committee. finance com technical committee, Non-Technical committee etc. In the Noti day, time and place of the meeting is decide. If the business to transacted is clear and aim of the meeting is known, it should listed in a separate sheet and attached to the notice as Annexure. ‘Q.10 Whatis the agenda of the meeting? Ans in iv ‘Agendais a documents that outlines the contents of a forth comi meeting or “Agenda is an official list of things to be done or d with @ particular meeting. It is drawn up by the secretary cofisultation with the chairman. _ i The firstitem in every ageinda is confirmation of the minut ofthe previous meeting with the permission ofthe chairman. othdii items are usually in arranged in their order of importance arfiv routine matter put towards the end. Each item in the agenda numbered. ‘The elements ofthe agenda are, 0.14 Name of the organization / group and the dater of circulation. The day, time, date and place of meeting. ‘The programme of business tobe transacted, ‘The background papers or information, if any. Aes / 20.01 indicates the first item of the agenda for the twentieth meeting of the group. _ In some of the agendas, the schedule of the elements of meeting are givenas- AM. 10:00 Minutes of the previous meeting. 10:10 Purchase of lap-tops for computer lab. 10:30 Formation of Anti ragging committee. 10:50 Date of the annual meeting. 11:00 Any other matter with permission of the chairman, A scheduled agenda helps to cut down the meaningless and irrelevant discussions. Members get prepared with their views in Precise form, But as itis difficult to estimate precisely the amount of time needed for the disposal of an item and hence this practice is not Popular. ‘Sometimes, the agenda is prepared after the circulation of the notice Jn order to enable the members toget inéluded in the agenda any item that they would like to be discussed at the meeting, Advantage of preparing agenda: Ithelps the memberto get prepared for the meeting Ithelps the chairpersons to conduct the meeting smoothly. itensures that only relevant matter are discussed. ttensures that every points properly taken up forthe discussion. Itfacilitates the preparations of the minutes. Describe minutes of the meeting ? The officials records of discussions held and decision taken at a meeting are called minutes. Minutes are generally written by the secretory of the organizational unit which sponsors or holds the meeting.Communication Skat wamoae ‘Speaking All organizations, whether commercial or social atta great importance to maintaining a proper record of the busine transacted at the various meeting. They serve as an aid to memor and provide a basis for action. once minutes are approved a signed even a court of accepts them as evidence of proceedings. Minutes usually contain the main. points discussion the contusions reached the recommends made an the tasks. assigned to individual members and groups. They ar nota verbatim record of the proceedings of meeting. Minutes are a special type of summary of what happened at $° meeting. Minutes must be precise. The main object of writin minutes is to record, congisely and accurately the essential wor done atameeting, Type of minutes are, = a) Minutes of resolutions. b) Minutes of narration. Minutes of resolution - In this type of minutes, only the resolutic passed at a meeting are recorded and no reference is made any discussion preceding the resolutions. No mention is ma even ofthe movers and seconders of the resolutions. Minutes of narration - Minutes of narration are some whi similar to a report. Here, in addition to the resolutions passed brief account of the discussion and the voting pattern is al included, The elements of the minute are, ‘The Name of the organizational unit. eg.: Finance committee, Technical committee. Minutes of each meeting must have a heading containing _th nature of the meetings (annual general meeting. Board meeting ete) ‘The date, time and place of the meeting Y Tienumber ofthe meetingifitisinseries. — * 2 Name of chairman of meeting Record of transactions. 5 ‘Signature of the secretary and the chairman. Every company is required of maintain minutes of th munication Skit Speeking Proceedings of every general meeting and so, separate minutes* books are maintained for different kinds of meetings. Entries ate made in the minutes book within thirty days of the conclusion of a meeting. For easy location of any particulars decision, minutes are usually numbered and a subject index is maintained at the back of the minutes book. Each page of the minutes book is dated and signed by the chairperson of the meeting, Itacts as a safeguard against tempering. for effective minutes, The language of the minutes should be kept as simple as possible. The secretary should go on taking notes when the meeting is going on Date and figures, stiould be precisely and clearly mentioned in the minutes, : Ifa Special resolution is to be passed by a given majority, this fact should be entered in the minutes, Describe note of dissent ? A member who holds a different point of view and do not agree on the majority of people _on a proposal may insist on the inclusion of his opinion in the records. In such a situation, he writes a Note of dissent. This Note is appended to the minutes and forms part of the official records of the organizations In the Note of Dissent, the member provides reasons or arguments for holding a different view. The Note acquaints the members with another way of looking: at the matter included in the covered agenda item: The Board of Directors may take in to consideration his view pointand may take action against the majority. Describe the various points to be considered by the chairman of the meeting to runit successfully ? ‘The various points to be considered by the chairman of the meeting torunitsuccessfully are, He should observe the punctuality in the meeting as it is always to starta meeting on time. Clearly define the purpose of the meeting at the beginning . Be straight forward inthe meeting. The chairman should startwith a positive approach and maintain the positive energy during the meeting. opening remarks should be brief and take one or two minute to present the problem and then allow the members to suggest their ideas. e) It is necessary for, the A68/ A69/Communication Skit ats Ans. Speaking chairman to be impartial. he should take no sides and reveal nd prejudices. He should be neutral and take decisions in the favou of organisation ) Try to draw contribution from all the members. Encourage all th member to overcome their weekness and express their views yoi} 4) can explore their ideas by asking them questions in the area familiartothem. The important duty of the chairman is to have control over t meeting. It is necessary that no private discussions take plac 5) among a small group as it may cause disunity and conflicts . H should allow the speaker to speak freely and do not all anybody to distractattention ofthe speaker. h) Compress the negative energy and creatively control reel 9) points of view. In all, make a positive atmosphere. i) Appreciate the good points so that the speaker get encouraged keep their points, k) Make frequmt summaries so, thatwe can deal with the next point })_ Pointout the decisions reached and move to the next discussion: Point out differences so that they can be eliminated and reach ¥ 7) particular decision. 1) pointoutthe course of action. ©) Some as open. close the meeting in time Do not elaborate thy 8) ‘meeting with no reasons. This well discourage the participants attend the next meeting. p) The chairman opening remarks are oftén followed by a build 4 9) tension and general reluctance to-speak, one should sugg ways of breaking silence and tends to. What are the points to be constituted by the person wh} attend the meeting. contributions to the meeting. The nature of contribution vari according the situation. The following point should be considered by you, js. 1) Go to the meeting well prepared after studying the agen: carefully. Try to find out the items of your interest and try to mai hundred percent contributions in them, eation Skat When you are invited to attend a meeting try to make Positil i speeking likes and dislikes, their strong and weak points the way they speak and react to different ideas etc. This willhelp youto devise the most effective tactics for dealing with them. “* Its necessary to speak at the most appropriable time so, that you are most effective try to participate early and set the members thinking along these lines. Control your negative impulses as high temper and unnecessary clashes. with other members present in the meeting Its necessary become there are some members present in meeting just to pull the ‘speakerleg and ridicule him Be flexible Do not sound or look dogmatic. Try to understand others point of view as you expect them to understand yours . If you think they are right, gracefully agree with them. So be conciliatory and accommodating Don'ttry to give lectures to other as it creater the feéling of inferiority inothers. Attend th meeting with open mind even if you differ from others, respect the views of others. 5 ‘Tomake a useful contribution, itis necessary to be a good listenor. 10) Help the chairman to maintain discipliné and ordér. Do not engage in conversation with you neighbors or do anything which may distract the attention of other members. At the end of the meeting jot down the main points of the meeting as they can be used for further reference if required. Define committee ? Describe different type of committee ? A committee is a person or persons to whom certain powers are ‘committed by @ parent body or an organisation. A committee is specific and formal. The aim of a committee is to solve problems by taking various decisions in the discussions and meeting committees are functioned through meeting. In other-words, A committee is a group of people authorised to.deliberate on certain 2) Make use of audio-visual aids to make your contribution effectiv preparethem in advance issues and take decisions on them. 3) Study the characteristics of the colleagues in the meeting, the} The differenttypes of committees are, opieks AT wo AR 7707 Ant SSMAIT NAGE o1916 yo. 9601850815Communication Slt a) b) ¢). < A committee constituted for a specific purpose and dissolve ) e) a6. Ans. Executive committees = The executive committee of aj organisation is generally elected from its members at its annu general meeting. The executive committee is given power to tata decisions in day to day matter and are fruitful to organisation. Th committee is required to give an account of its activities at regul interval. Advisory committee - These committées consist of experts people representing different groups of interests, Their sol flection is to advise and they donot have any say in taking implementing decisions. Nor do they enjoy any right fo vote. Standing and ad hoc committees - Standing committees a Permanent_committees empowered to take manageme decisions. Finance committee, Bonus and Salary committe product commitfee.are some of the standing committee. when that purpose has been achieved is called on ad hoc temporary committee. Formal and informal committee - Various committees cited ab are all formal committees. They are formally constituted and the duties and responsibilities are specified. They function in regular fashion. They emphasize on collective thing with no fix agenda and no formal authority. line and staff committees - It is a kind of advisory committee, th appraises the management on the views of the employees. TI line committee has the power to take a decision with regard to th ‘employees who are responsible to it. The line committee is a ki ofexecutive committee. What do you mean by conference ? Describe the significant or Advantage of the conference ? ‘The meaning of conference can be understood by word coi which means to’ converse to consult or to discuss. So, conference isan act of consulting and discussing asin a meeti ‘at which people exchange views and talk together and shar knowledge, expetiences, thought feelings and opinions among group of people who have common aim Itis a kind of discussion} which people talk together to analyze information which relevant to the topic set before them, conference providk “speaking |C2nmunication Skit D) 2) 3) 4) 5) 6) i) Speaking * collaborative thinking to the problems in which a group of people discuss their individual as well as collective problems conference is far more informal than a committee. A conference has wider scope than a committee. In a conference, the emphasis is on discussion. It-is formal because. it needs to be planned and organised. The conference leader and the group leader have the great responsibilty as they have to determine they objective clearly. ‘They also has to out line.the procedure and pattern of the conference. He should act as @ guide and he should have full control discussion. The topic and relevant facts should be circulated among the participants as they should have knowledge and experience about the subject matter to be discussed in the meeting. The well informed, experienced and studied conferences con take active part in the discussion. It they are experts in a particulars field of knowledge and have specific experience in the subject, the discussion can be profitable for the concerned business organisations. Significance of the conferences - The conferences play significant role in accomplishing development of analytical and questioning attitude. The conferees try to find out what exactly the problem is and what its depth and howitcan be eliminated. Conferences offer expert opinions from experienced delegates. The conferences have educational value as it develops ability of questioning and analyzing. Conferences help to generate new ideas. These can. have considerable influence on the future activities of the organisation Conferences also provide feedback of different employees, of organisations of the proposed policies. Conferences also help to improve employer - employee relationships as they get associated indecision making processes. An employer who attends the conference start thinking in terms of the company as a whole. 8) Conferences acts as an educative process as the employees pick up A737Speaking Communication Skat ss202tna | conmunication Skit a few valuable tips from each others experience anc imornve! 7) ‘The agenda should be prepared and distributed among the their performance, confereeswellinadvance. se 9) Conferences provide training to new employses as they get| 8) Make proper selection of conferees so that the conferees invited ‘exposed to a conference where necessayy information about the forthe meeting makes useful contribution in the discussion. ‘organisation is imparted with its objectives, policies etc, 5 9) ‘ The conference leader should be selected appropriately He must be competent, well qualified, expert and experienced in the 10)Conferences help to promote public reiations and enhance the ‘subject which has to be discussed in the conference. prestige of the organisation. 10) The conference leader must be interested and enthusiastic for 11) Conferences also suéceed in focussing attention of the public as| the meeting. They must do adequate preparation for the meeting. well as the goverment on the problems being faced by 4 particularindustry i 11) The management must be interested in the conference 12)Conferences promote co-ordination understanding among the discussion and conclusions. ‘employees. 12) The decisions from conference ought to be followed. up by the 13) Conferences transmit information uniformly. management that is the management must support the conference. i 14) Conferences help to cheek authorization trends. b) Inthe Conference - What are the steps in organising conference and making i! 1) Opening - The opening of the conference is done by chairman. effective ? He states the scope of the subject, the problem, the purpose, . The steps in organising conference are, objective of the meeting along with the background. After this : discussion is opened usually by-asking equestion. The opening 1) Pre arrangements - The number of the conferees must be limited question should be direct to the point. It should initiate and toacertain reasonable extent. Provide pace to the discussion. az Discussion - The starting question acts as an important ‘in starting, conducting and guiding a discussion. Any member in the group can answer the question. The answer should be informantive and have some opinion. 2) The conference hall facilities must be adequate and it should by © 2) ! keptin order. 3) The essential material required for the conference must be stated] clearly. For eg.: Howwould the employees union reactto this. 4) 5) 6) The topic and purpose of the conference meeting must b¢| clarified. ‘The objective should be stated clearly. The conference must be well planned i.e it should start at time and end atthe correct time. Ara/ All the members of the conference should get the chance to present their news Ifthere are member who are shy or reticent, the chairman should ask them direct questions as- 1) Whatis your opinion Mr. Singh on this topic ? 2) Could you explain Mr. Jain why you did it thatway ? If the discussion seems to be stagnant, the chairman should put the questions to slimulate the further ideas. 7757 ypiSHNA bars MARITI NAGAI 110, 9e81888316>Communication Ski! Speaking eg. : a) Do you know any other method 7 b) Have any body worked on any other method 7 The chairman should have full control over the participant. He should not loose his temper and should always be politte. He| ‘should interrupt the person who talks endlessly and without any eg: (2).Its a interesting point Mr. Sharma but lets first discuss this point (b) Before you go an Mr. Mishra, lets complete this points. he chairman should use skillful methods to handle thel mambers. a eg.: Are we all agreed gentleman, that.....? Closing - At the end of conference, the chairman summarises| the main points of the discussion and the conclusions reached upon if any. he should thank each member for their contribution and evaluate the success of the group. The chairman| concludinjg remarks are meant to clarity the final ideas and to| crate a sense of achievement in the group. Post Conference - After the conference summary is prepared] by the chairman. He should send a copy to participants and also] to other persons concerned. Notices letters etc. should be sent tonon-participants or the manager should take some action it the memberis really irresponsible. The follow - up communication should be completed as soon| as possible after the conference. Ave / communication Skit Seemed la.18 Describe advantage and disadvantage of conference 7 Jans Advantage ofconference - RR Refer significance of conference (Ans No. 16) Disadvantages / Limitations of conference are, 1. If conferences are appointed to take decisions, it definitely causes delays. ‘Sometimes Irrelevant discussion takes place and nothing significant is achieved in conference. Conference prove to be very expensive ten spreading over months and years. The authority of the conference is divided among its members since no member considers himself to be wholly responsible for the ‘outcome of the deliberations. Conferences are highly expensive, but the results may not justify the ‘expenses incurred. Conferences are dominated by a few vocal delegates who may use them to project their own image and may not contribute much to group thinking. ‘Some delegates may treat their participation in such conferences as pleasure trips and may not take them seriously at all takes @ very long time of Q.19 Explain the word interview? Describe different types of interview? ‘The word interview means view between or sight between”. It is a means of two way communication. It suggests a meeting between two person for the purpose to exchange views, thoughts etc. or for knowing each other. Interview is being taken by employer to find but whether the applicant is suitable for the job or not. The applicant participates in interview to present his skills for the.job and alsc to decide whether the job being offered by the company can be suitable tohimornot. ‘Ans ‘Types of Interview - There are different types of interview as (a) Selection Interview - It is the most important type of interview and used to selecta person for the particular job (Refernext ans.) Ars SiMe COS Le SMaITt NaGaR ‘MO, - 9691859316, 958460] ¢‘Communication Skit ‘Speaking (b) Performance or appraisal interview - i) itis used to assess the performance of the employees which help to determine their thoughts, aim, problems and ambitions (ii) Itis held once a year to discuss the performance of employees. (iii) These type of interviews have two goals (a) .Improved job performance and better relations. (b) Improved communication between the managers and the subordinate. This interview is: basically held in a friendly and informal atmosphere with a positive approach. It can prove to be a very constructive exercise. The points to be considered to make this interview successful are, The fear of the employee should be remove by manager with his friendly attitude, The manager should first talk about the plus points of the employees performance, this will make the employee feel encouraged. Criticism of the employees should be accompanied by positive suggestions about how to improve his performance and in the various aspects he have to work hard. (iv) The employer should be given right to state his condition. He can discuss his personal problem of being overloaded or inadequate training. The managers should try to understand his problems and offer help. Clear future targets and aims should be set before the employee so that itis easier to access his performance in future. (vi) The employee should also display a positive attitude and welcome the weakness and compliments pointed by the manager. (c) Grievance Interview - It is used to learn about the grievances and complaints of the employee. It helps to eliminate the complaints and satisfy the needs ofthe employee. (d) Exit Interview - This interview is done with employees when they are leaving the company either on their own or through dismissal. This interview can be made useful for the organisation. The manager should try to speak as little as possible and should @ ii) ii) ™) esmmunicaton Skit (e) 20 And ‘Spesking allow the employee to share his experiences in the organisation. ‘The manager should allow the employee to share his experiences in the organisation. The manager should welcome his suggestions and criticsm. The manager should also talk to the employee about his further plans, his prospects, and his problems and assure him that he will always be received with warmth and cordiality whenever he visits the organisation again. Reprimand Interview - A reprimand is a form of disciplinary action likely to be resented by the employees. In this interview, the manager summons the employee to his room and talks to him in his official capacity. There are two aspects of this interview as (i) the disciplinary aspect where the employee is administered a warning and the guidance aspect where the employee is helped toimprove his performance. This type of interview has the aim - (i) Toimprove the work performance of the employee. (i) Topreventthe recurrence of such employees. (i) To protect other employees from the malaise of anti- organisational behavior. Describe reprimand Interview ? Describe point to be ‘considered while preparing, during and after the interview Reprimand interview - introduction - Refer above Answer. rin nd intervi ‘AS reprimand interview is different from all types of interveiw as it deals with criticsm of a person. so itnecessary to prepare fora repairmand interview. so, one must investigate the matter as fully as possible, and reach the bottom of the matter before scolding or criticizing anybody. Also its necessary to deal with the person according to his/her nature as the individual are not cast in the same mould. Also its necessary that higher officials should notreprimand in public. Ensure full privacy during the interview. During the interview , itis necessary to go straight to the point. Be precise and exact about the offence Don't make the issue a pretext to heap undue criticisms on the employee. Don't lose Are/ Awe) 3 : &‘Communication Skit ‘Speaking control our yourself during interview and also donot enter into unnecessary argumentwith the employee. Allow the employee to Present his thought clearly. Don't accept justification or excuses, Let the employee know the reality and cannot be fooled. Make clear to the employee that he has improve his performance. After the interview keep a watch over the employees behavior Q21. Describe verious techniques of selection interview ? Ans 21 Ans The selection techniques are as follows- @ Screening - Screening is a process in some candidates are eiminated throuth a preliminary interview or by a particular selecting interview. Only few who are really good are called for thefinalinterview_ | . b.Rahdom appearance - Some interviews judgé a man by his Personal appearance rather than on the basis of his application. It is usually expensive and confusing method of selection. Tests - Now days a number of firms and companies resort to tests ‘as written test or oral test which are designed to judge the candidates intelligence general knowledge, proficiency in language etc. For some jobs, psychological tests are also done. candidates who quality the different tests are invited for the final interview. Experience - For some jobs, practical experience is more important than paper qualifications. It is believed that one years practical experience is more fruitful than several years spen schoo! and college. This is not a very sound policy since it eliminates fresher some of whom are really brilliant committed and deserve alot than a experienced person. Itdoes not explore new talents and their views. ©.Under stress Interview - There are some jobs in which the candidate has to work under conditions of exceptional stress and strain. This type of interview helps to select candidates for the Posts that require great presence of mind and great temperament What are differént Do's and Dont's while conducting an interview? Different Do's while conducting an interview are, A180 / |zmmunicaton Skit Spesking 1. DoAnalyse the knowledge, skills and abilities required for the job. 2. Dostudy the resume of the candidate to match his attainments to the requirements of the job. . Do write or frame questions you would like to ask. Also frame the answerin mind once. Askonly one question at atime- . Use precise expressions and plain language always. Repeat the question if the candidate so desires, explaining to him clearly what you wantto know. Be ‘patient, allowing time to the candidate to warm up and become interactive and let himto present his ideas freely. 8, Establish a rapportand encourage him to give his best. 9. Be courteous, polite and amiable but firm and professional. 10.Listen carefully with interest to the responses of the candidate, 11.Try to understand what the candidate is and to find out what he Kows. Different Dont's while conducting a interview are. 1. Donotask a series of question. 2. Do not put the same question to different candidates and analyse the answers. 3. Donotelicit unnecessary details. 4, Do not ask questions to impress the candidate or to display your knowledge. 5. Donotask very personal questions. 6. Do not continue asking questions on one aspect or topic for a long time 7. Do not put any question when the .candidate is answering a colleague. 8. Donotatany stage loose your temper or raise your voice. 9. Donot become excited or emotional during interactions. 10.Do notuse slang or uncommon abbreviations. 14.Do not permit the comments that may make the candidates fell small corthat may hurthim 12.Do not form an overall opinion about the candidate on the basis of a Aei/Communication Skit 13. 14, 15. 16. 7 18. 22. Ans. Speaking single aspect of his personality. Donot permitthe candidate to make flippantremark. Do not judge a candidates mental capability and his character on the basis of such factors as his personal appearance, date of birth Donotbe cold and unfriendly. Donotbe discourteous or rude. A Do notinterruptwhile the other person is speaking. Donottry to dominate the interview. 4 5. How should the interviewee prepare forthe interview ? When you are approaching for any job try to find out whether the |g, job will provide you what you actually want from your life. So its) 7 necessary to know yourself and what you want to achieve through your work - inner fulfilment, fame, position in society, wealth Security, comfort, travel, power. you should self analyse your strengths and weaknesses before the interview. This is the first step. The second step is to find out how relevant your competence is to the job you are seeking and how you would use it for| 10. performing the required duties. The third step is to know the! Company or organisation. gather information about the history} 11. function and development of the organisation and to visualise the! role you could play in its growth and development. You can create| 12. a favorable impression on your interviewer by letting him know] 43, about your knowledge. The fourth step is to anticipate the} 44, questions that you will probably be asked and prepare answers to them. It is true that you will be asked question about your interest] 45, hobbies, achievements etc. So, be clear about the answers you] 44, will be giving. Don't lie about anything, you will surely be caught ‘gnd thus, spoil the interview. The nextstep is to discuss if possible,| 17- with a few employees of the company, its work, culture , professionals ethics and growth directions. It is also advisable to prepare for the last step thatis, ifthe interviewer doesnot offer you| full information about the company and the job, you must ask questions to gain this information. Prepare the questions that you Would like to ask. These questions might relate to formal or informal training, promotional avenues etc. i iew- you'should pro\ A82/ je all the positive clues communication Skit Speaking tothe interviewer as. : Reach the venue in time and wait patiently for you iurn i.e.Be punctual. Have neat physical appearance i.e Dress appropriately, have neat nails and appropriate hair style. The accessories should complementthe suit ordress. Take with you all certificates and documents required for the interview. Be brief and spontaneous in your responses. Present the relevant matter and facts in an proper and organised way. ‘Support your views with mature and proper arguments. Have presence of mind always. Use humour in your answers, if possible. Be honest in presenting your ideas, events, situations and experience. Be yourself and be at ease with the situation Listen carefully to the interviewers question statement and ‘comments. Be perceptive of the signals that the body language of the interviewer may give. a ” . ‘Speakin a conversational style, avoiding pedantic verbosity. Be positive in your attitude. Ensure that your body language does not show any oddities such 1g of the eyes, raising eyebrows etc. Give the interviewer your full co operation and respect Exhibit utmost courtesy both in manners and speech. Express your enthusiasm for the job and the company. Following negative impacts should be avoided. - 1. Donotgive irrelevant information. 2. Donotgive excessive details about the topic under discussion 3. Donottry to change the topic of: 4, Avoid hasty gene relisation. Donotgive any evasive reply in abid to hide your ignorance. cussion. M83/ ~‘Communication Skit : No 10. 1. 12. 43, 14, 15. 16. 47. 18. Q.23 Ans ‘Speaking ‘Avoid tong pauses while speaking. Do not keep smiling or hold a particular expression all the time, Do not make a slight reference to people with whom you have worked in the past. Donotbe nervous or agitated while’éntering the interview room. Donotsitdown until you have been asked Donotinterrupt the interviewer while he is speaking Donotbe tooabruptornide. Donot spoil the interview by telling lies. Do not keep shifting in your seat. Do not bite or chew your fingern: Do not smoothen your hai Do not play with the paper weightor the pin cushion on the table. Dé not start adjasting th knot of younecktie._~ Describe interview process ? Describe the questions| probable to be asked in interview ? Ainterview process would start usually with direct questions, Al the initial stage, this is done with a view to confirm the contents o| resume and establish a report for further interaction. At this time| both become free to each others. Now open - ended questions seeking substantial information are asked. The questions asked are relevant and deals with general knowledge, favorite subjects and personal questions relating to professiona| ambitions and attitude. If you have some experience, you may be required to describe it in term of relevance to the job you have applied for. Before'the interview ends, closed questions may be asked. These usually relate to the time you would take in joining the post, the place of posting the nature of appointment or the salary expected or offered etc. At this time you may alse ask queries regarding job, company or classifications about any thing that has been discussed or mentioned earlier. ‘The questions probable to be asked in interview are basically sfegarding Agademic Background, Curricular Activities, Extra Curricular Activities, general knowledge, experience some Ae4/ munication Ski PaRwN on personal questions and miscellaneous questions Questions regarding personal file - Describe yourseifin brief? Inspite of big family business, why do you choose professionals field Questions regarding Academic Background are Describe briefly your academic carrier beginning with higher secondary onwards ? ‘Whatis your favorite subject ? and why ? Name any area of your stream in which you like to specialise ? How did you get interested in this subject ? Which is your favorite book regarding this subject 7 And why 7 Do you feel that the degree you did has provided you a good general training? Did you have practical exposure during the degree? Question regarding curricular activities - Describe your hobbies ? Inwhat activities did you participate ? Which did you enjoy most ? Being a state level cricketer, why did you not choose cricket as your career? Do you think that your curricular activities wer worth the time you devoted to them ? why. ‘What activities did you organise as the president of your college ? what factors helped you win the first prize at the Gandhi Memorial Debate at Nagpur ? ‘Questions regarding Extra curricular Activities - Do you think participating in outdoor games is more valuable than thatin indoor games ? What advantage do you get by doing yoga ? Do you regularly do some exercise ? Do these exercises help you remain both mentally and physically fit 2 Do you enjoy sports as an observer? f185/‘Cominunicaton Skil 2 at az as a4 as as ar a a2. a3 Q24 communication Skit ‘Speaking Ityes, why ? Are you interested in any indoorgames ? why didn't you get a chance to represent your college at any sta level competition ? Apart from cricket, are you interested in any other game? Questions regarding general knowledge- What is you F opinion about the nuclear agreement India signed} with America? Can you give suggestions to eliminate terrorism ? What is Panchyat Raj ? In what way can it accelerate soci economic development? Have you any comments to offer on the slow pace of technological advancementin our country ? Doyou think Indias foreign policy is fruitful for our country ? Questions regarding experience ‘Whatjobs have you held ? why did you leave them? How did the previous job helped in your personal develpment ? Describe the nature of duties you performed? ‘Whatis your significant contribution to your company ? Did you do any self evaluation of your performance in the earlier jos If yes, whatis the result? ‘Why did you leave your previous job? Do you everhave any problems in dealing with your boss or with you subordinate ? Miscellaneous - why are you interested in this job? Doyou pref. toworks as individual orin group? ‘Whatsalary do you expect? Describe importance of oral presentation and how presentation is composed ? Describe the points to mal A868 / ‘Speaking presentation effective? Communication has a important form as oral communication. Oral presentation are an integral part of an engineers career. Meeting, conferences, seminar, Interviews are different of oral presentation. It is the way by which an effective speaker enhances his prestige, reputation andtry to occupy more important positions in the ‘organization. The advice of shakespeare is still effective and worthy that" mend your speech a little, Lestit may mar your fortune” Opening - The adequate planning, preparation and opening are essential for a successful presentation. The striking state tement a significant fact or effective introduction regarding company or the product are the devices for building rapport, focussing attention and accusing interestofthe audience. Do also introduce effectively so that it creates a lasting impression The introductory remarks fulfil a certain purpose. Rapport - Rapport is a subtle relationship with others. It can be achieved by referring to the chairman or previous speaker remarks. Use of cheerful words with a smile helps you to set your tone and develop a positive attitude of audience towards you., your sincerity positive attitude with striking facts helps to develop sincerity of audience towards you. good eye contact with correct posture, gestures and facial expressions work as a magnet and helps to establish a good relationship between you and audience very soon. Also don't try to mutter the by hearted words. Bé spontaneous and natural to present yourself. Make correct use of visual aids and voice Modulation helps to make good initial impact. Some examples are; “Imhappy to be presenthere with you all lexpress my gratitude to ....... for giving me previlege to be present in this meeting Focusing Attention - Attention of the audience is focussed in a number of ways. Some device are used to suit the occasion and bring the audience to the central point. A striking Question help the speaker to capture the attention of audience. some exafnples are, " Do you know that crores and crores of money is needed for A877 Kit ee ‘ice, 98658 Lovet wager AG, BEGASOTTECommunication Skat geo ‘Speaking ‘organising a lok sabha election? Have you ever thought how many Indians are below poverty line? Do you know whatis the population rise of india everybody ? What are your expectation with my presentation. Do you have any information about this topic ? you-all are invited t} present your views. So By asking direct questions to the audience, or allowing them t ‘speak or addressing them in a different manner make them consciou and they concentrate on your presentation ‘Some striking statements, can also make same effect. This may be- Sixty percent of the road accidents india occurin Metro cities. More than fifty percent of indians are below poverty line Relaté diy legend, historicatstory to the topic and gét applauded. Use appropfiate quotation and proverbs to make your presentati impressive. Health is wealth’ ‘Time is money * "Knowledge is power" Hove agood narrative style of your presentation with appropriate bod, language aye eye contact and confidence. Make Use of ogical statement Body of the presentation - A presentation! should be planned and prepared . As for possible emphasize on the facts as the more profound the facts greater is the impact that a speaker makes in a meeting. Apersuasi presentation make use of logic and evidence to persuade audience presentation regarding information contains different data. TH presentation highlights all the important points regarding the topic the important points and sub - points are presented in sequence. points should not be by hearted but notes can be refered for compl preséniations. As itthas been is estimated that 11 Bercent of what: communication Skit Speaking learn is through hearing, 83 percent through sight and the rest through the other three senses. Hence audio - visual aids are used to make the presentation effective some of the aids used are postures maps, pictures, charts, a slide projector overhead pictures, and motion picture with audio simple black board computers for graphics, 3-D pictures etc. - itis necessary that the data and facts of the presentation should be intergtrated with audio - visual aids. All the graphics, pictures and visuals should fit in the presentation and should be visible and understandable by every body. Conclusion - Conclusion should convey a clear message regarding the presentation. for a speech of persuasion, it ask for the co- ‘operation or a request where as for the speech of encouragement, Positive points are pointed to express confidence and create a positive energy for the future. Questions should be invited from the audience. It helps the audience to clarify their doubts. At last, It is important not to drag on the concluding sentences or answers in a presentation as the the audience gets restless. At the end one should thank the organizers to inviting you and the audience to having patience to hear you. with a hope to see them soon and providing them good wishes for the future, one should conclude his presentation. In above presentation, while preparing, following points should be satisfied. you should know what exactly you wantto speak. ‘The presentation must be logical and should have a smooth flow from one pointto the next. . The length of the presentation should be appropriate so that it comfortably fit into the time available. ‘The speed of the presentation should vary acording to the audience. ‘The style of the presentation should be like conversation so that it make direct contact with audience. ‘The tone of speech should be less formal than tone of writing, Adding homourtoa talk can make it more interesting. Stylé of addressing should be good. Describe the different points to be considered while using visual‘Communication Skil Ans. ‘Speaking aids? Most of the formal speeches and presentations incorporate visuls aids to make them effective. . ‘The points to be considered in mind for the best use of visual aids are, | ‘The visual aid should be visible to everyone present in audience when itisin use ‘The visual aid should be simple and focused on the desired] information. It should not be cluttered with lots of information. . The oral presentation should be well synchronized with the visual aid. The topic spoken and its visual aids should be co-ordinated. The information not in, use must be removed us soon as possible as it distracts the attention of the audience from the speaker. The visual aids must be numbered and kept in proper sequence to eliminate any confusion during presentation. Keep the pictures, charts, graphics etc, hidden until you need to refer toit. Make full use of visual aids by pointing to the exact points and draw the audience attention carefully to what you want them to note. Stand on one side while using visual aids so that you yourself donot] interruptaudience, Ifare using blackboard, it should be clean. you must have practice to write legibly and quickly on a blackboard. What are the different points to be considered when you are| giving presentation in aclass room? Its necessary to consider different points to make effective presentation in a classroom. As its said your appearance, mood, silence, posture, gestures and body movements even speak. Its necessary to make contributions with these parameters. So, think] overthem in advance, And get well prepared for them- phe Jody - A confident body speaks. The shine| of the eyes, the smile on the face, good movement of hands, a] modulated tone helpsiin getting message conveyed easily. Look at the audience - Its necessary to have eye contact with the npunication Skit ‘speaks. Try to find out the feedback from theie face Are they getting bored ? orAre they outof their word ? Are the things going overhead ? Try to catch catch the pulse of the audience and deliver your Presentation. Donot look at the specific person. Try to catch everybodys face on you. ‘Avoid creating Disturbances and Barriers first from your side and then from audience side. Don't use desk, chair, which make noise. This may disruptthe fluency in presentation. Have a beautiful smile while you speak. This helps to hide nervousness. It relaxes you and conveys the message theat you are happy to stand in front of your audience and it may also help to make your voice sound more interesting. It also makes the audience smile and readily accept you asa speaker. v. Slow down while speaking, Think of every word before speaking. vi Vary your tone and make your speech elegant The modulation of tone helps to convey ideas more effectively. : vii Emphasize and stress on the key words. This will catch the attention ofthe listener soon. vili‘Try to conceptualize your speech in one sentence. Thig helps the listener to get the basic them of the speech. B ix. Consider the time factor while you are speaking get your message across early, often and frequently finish with it . x. Beware of Distracting Mannerisms - . Distracting Mannerisms distracts the concentration of listener. So ‘maintain the rhannerism throughout the speech. xi Be natural while speaking - Don't be artificial Be yourself and present yourideasin your ownway.Donotcopyothers. xii Have a standing posture . Dom’. lean while speaking. Find a comfortable stance. The best posi standing with feet slightly apart. xii Always come straightto the matter. xivProvide pause at the right time. xv At the end, sum up the main points of your speech. Try to conceptualize your whole speech in one sentence. people you are interacting with. Look at the audience front, left - and centre. As your body languagé speaks, the body of the audience also} What do you mean by term " Group Discussion” ? Describe its smatty WAGER SMRIY fe, gresedate‘Communication Sit Ans. ON Speaking Characteristics & importance? ‘The tem " group discussion * refers to an oral communicati situation in which a small number of professionals meet and discuss problem orissue to arrive at a consensus or to exchange informatio ‘on a significant matter related to the function, growth or expansion the organisation to which they belong. The number of participants: five to ten. The purpose fo group discussion is to explore the views all participants and reach toa conclusion with their interaction Importance of Group Discussion - Participant and thus. the suitability of the candidate for a particular jo ‘Some of the factors observed during group discussion are qui grasping power, mature reaction to views expressed by other Positive approach to issues and problems, leadership qualitie Power of exposition, communication skills confidence, analyt ability; group behavior, ability ofnot losing temperamentete. Group Discussion plays a vital role in the professional career of| person because whether its industrialists, Group of Directors, Bai manager or a civil servant, everybody has to involve in a group discuss over certain issues with group members in order to arrive at decision acceptable to all or at least to a majority among the group. all the organizations have made group discussions as an integral of the selection process. This help to differentiate an exception} candidate from an average one. Nowadays, even governmet departments make use. of group discussion for the assessment candidates. The candidates giving good performance and reflecti self- confidence are selected where a is candidates hesitating ‘speak and lacking confidence are rejected. Characteristics of Group Discussion- It is not structured. There is no chairperson no secretary and detailed agenda ‘Any member can initiate the discussion and deal with any aspect. Any participant can summarise the discussion towards end. It is ensured that the discussion proceeds smoothly in an orde fashion, leading to the emergence of a solution or a comm: viewpiont. . Display of anger;-emotion and excitement has"no place in gro! discussion, cammunicaton Skit 4 6. A few minutes are allowed for thinking and preparation of group discussion and deal with any aspect. 7. The participants generally sit in a circle round a table'so that each participant is able to observe expression and make eye contact with the others. Describe Do's and Dont's of Group Discussion ? The various Do's of Group Discussion are Define the topic orthe issue’ Analyze its scope and implications. - Initiate and generate the discussion Listen to other views honestly and intently. Encourage and provide reticent member to speak, Intervene wherever necessary forcefully but politely. ‘Summarize views of the others before presenting you view point. Be brief and to the pointin the presentation of your views, Concede to others points of view, ifthey are reasonable. Try to lead the group toa definite conclusion. Emphasize the points you consider significant, Lookat, address and give importance. to all the member ofthe group. ‘Speak with correct, clear words with proper pronunciation. Help the group to conclude the discussion within the allotted time. Maintain a relaxed and pleasant atmosphere throughout the discussion. ‘Summerize the main view points atthe end. State the conclusions reached. The various Dont's of Group Discussion are. Don'tbe assertive in presenting your views. Don't try to dominate the discussion. Don't monopolize the discussion. Don't make any personal remarks. Don'tjump to conclusions. Don'tenter into dyadic discussion Don't speak continuously fora iong time. M193/i (Communication Skit ‘Speaking ii vie Neither raise your voice too high nor speak too softly. Don't speak in monotone. Avoid using speech mannerisms and time, Fillers. Don'tuse aggressive gestures Neither recline in your chair nor lean forward, Don'tignore any member of the group. Describe different expressions used for the group discussion? ‘The different expressions used for the group discu: Expressing your opinion by a) amofthe view b){fell ©) I think... Defend your opinion by a) Whati am trying to say is b) I wantto suggest that ¢) What | amtrying to say is ) I want to repeat my self....... Asking the opinion of others a) Express your opinion... b) Doyouhave any opinion this matter ©) Do you have any comments on this suggestion Agreeing with others a) I doagree with your b) Very correct, | appreciate... ¢)lalsothink so Disagreeing with others. a)Idon'tagree.. b) Thatnotissue ©) Don'ttry to deviate from point. Expressing certainty a)I'msure that. Communication Skil = b)I'mno double that. ©) There's definitely... vii. Making suggestions a) | wantto suggest that. b) what about. ¢) why don'twe Vili. insisting .. 2) Letme emphasize this point... b) Imustdraw your attention again to what! said earlier ix) Giving tn a) concede .. b) Youare right, | with draw x. Interrupting - ARE a) Could youstop fora while sunnt Copiers b) Justasecond......... wo, NAGAR 9691 ¢) Could you clarify this point. 859316, 9584601916 4) Justa minute . €) Before you soon let Me... Q30 Whatis a evaluation sheet? Describe briefly points one should bear in mind for. effective Participation in a group discussion so that he can score maximum marks and get selected ? Ans. The quality of contribution by participants can be assessed with the help of evaluation sheet: Init all the aspects are taken into account for arriving ata conclusion. For effective participation, It is necessary to satisfy all the Do's and Dont's of group discussion ( Refer Ans. 28) After considering all the points, the qualities and skills required for effe Participation are grouped into five categories in the Asa / 98/Communication Skit ‘Speaking * evaluation sheet. a) The first includes elements ‘such as the relevance of the views| expressed the significance of informati~n presentation. the freqvenay| ofinteraction and reaction to the views ..fothers. b) The second. refers to. the manner ir, which presentation an¢| inventions are made. ¢) The third is a grouping of. skills of pronunciation, delivery, v modulation and use body language. 4d) The fourth includes abilities such as generating discussion, directing it on the right track, maintaining a smooth flow of communication, prompting the group to reach an agreed view- point or solution. €) The fifth refers to the qualities of courtesy and consideration for othe} and concern for eliciting the views of all members. Evaluation sheet- Name of the participant SIN] Aspects oF | evaluation Extentand quality of +_| contribution Techniques used fordiscussion “Communication Skills Leadership qualities ‘Group behavious Q31 Howthe seminaris conducted ? or Ans. lasz lAns. Communicaton Skt ‘Speaking Write short notes on seminar? ‘Seminar is a short type of conference. Itis a type of discussion only. A seminaris held to discuss over original research or advanced study. Both oral and written material are used in seminar. Expects and specialists of the concemed field assemble at ceutain venue and express their views and opininions on the issue. ‘The seminar may get completed in 2-3 days. The convener opens the seminar. He presents the introduction, Subject, Purpose objective and background of the concerned topic. In seminar innovative ideas are required fo be presented. At the end of the seminar, the convener presents the conclusion by analysing the various speakers with a vote of thanks. Seminars and conferences are often confused as same thing. Whatdo you mean by Audio-visual communication ? In audio - visual communication, one can see as well as hear Audio -. visual communication is the most sophisticated communication method. In this, various audio - visual aids are used for demonstrations and presentation. Such presentation are highly skill oriented and requires. skilled persons to delivers it. They are developed with care and are often delivered through formal and structured sessions. Examples of various Audio - visual communication are, advertisements on the television channel multimedia presentation in the business worid, video conferencing, a) Multimedia is a very powerful means of communication as it is a combination of many ‘media brought together to convey a message more effectively. This include graphics, photo music, voice, text, animations ete. Multimedia has different form as JPEG, MPEG, motion pictures animated pictures etc. Multimedia is also used effectively for advertising and publicity campaigns. eg: Acompany product, its usage & advantages can easily be demonstrated using Floopy disk and computer. It is more efficient and catches the people interest easily. Evenitactasa storage and can be viewed again and again. b) Video conferencing is used to interview a large number of applicants who are not able to reach. It is also used to discuss a topic among the members of company who are sitting in the different parts of the world A/S n97/‘Communication Skit Here, you are meeting on your computer monitor and he or she see and hear you. Video conferencing use video equipment a computers to link meeting participants in two or more location. communication is done via telephone lines or satellites. Participa in a video conference gather in a specifically equipped room prearrangd time. Now with the help of various furnished equipmen'y 35 and technology. message are transmitted and received as per convenience. c) In this type of communication as both hearing and seeing takes pla it makes a abiding impression on the mind, So this technique is us both by government and large organisations. The government used to keep the people well informed of its programmes and policies. has been found specially useful for the propagation of the fami welfare programme. In village, itis used to educate the farmers on techniques ofimproving agricultural production. _ d) This technique is used to bridge the communication gap between tH organisation and its external public as well as between the executiv and the operatives. Marketing the divisions of the companies use t technique to educate the public on the quality. price supply of th products and if any special facilities and discounts are being offe along with their sale. @.33 Describe ways to keep audio - visual communication effective. Ans. Ways to keep audio - visual cémmunication effective are as follows - a) Pictures, slides and films should be interesting b) Cartoon strigs should be imaginative. ¢) Description or narration should be brief and adequate. Descript should. be coordinated with video, it should not distract the vision. @) The language used in description or narration should be precise at easily undustandable. ) Films.and slides should be shown to the people at a time which| suitable forthem. {g) While producing such films and slides, the educational and econo: level and the social and cultural background of the peopie for wh they are meant should always be kept in view. ‘speaking ] Communication Ska Ans. ‘Speaking Describe.the use of audio™- visual devices:.to make the presentation more effective 7 (8Marks ) (CSVTU,2007) ReferAns. 32&33 Describe the speech by the chairman of the Board of Directors of atthe Annual General meeting of acompany ? Sharma Ceramies Limited ‘Speech delivered by Shri A.K. Sharma Chairman and Managing Director at the 10th Annual General meeting of the company (experts only) Ladies and Gentlemen, It gives me pleasure to extend to you all cordial welcome to our 10thAnnual General Meeting of the shareholders of the company. The year ending March 2008 was a significant period for the ‘company. A period in which the dreams and visiting of the company Management were artfully sculpted into realistic nasterprieces. with tenacity and dedication A period when the company emerged with the largest turnover in the ceramictile industry in India. Industry scenario. - The opening up of the econdiny in todays busineséand industrial world had a positive impact on the ceramic Tile industry too. Agrowth 025 -30% continued to be seen in industry in the lasttwo years. According to the five year plan, there is a shortage of 31 million dwelling units which is.expected to touch 41 million by 2010.In this situation, the rural housing construction activity will further stimulate the growth of the ceramic tilé indusiry. The excise duty on ceramic tiles was also brought down from 55% to 40% in 2006 and there from40% to 30% in 2007. With this reduction in excise duty, the price of ceramic tile has become comparable with that of mosaic tiles and it has now become affordable even for the general public. In such scenario the future of the ceramic tile industry promises tobe truthful and profitable, to say the least. Record sales turnover- Foremost among the achievements during the year was the crossing of the Rs. 1000 million target in sales. The company matched Ass / A99/ KRISHNA COPIERS . SMRITI NAGAR MO, » 9691859316, 9584601916up a sales figure of an impressive Rs. 1185 million, which was remarkable 62% higher than the previous years sales, and well abo the growth rate of 30% attained by the ceramic Tile industry. Thi achievement can be attributed to the companys uncompromisin adherence to outstanding quality standards in the entire produ range An effective, marketing and distribution network effectici production and custom - Griéhted focus, all combined to improve the company's profitability by 63% froin the previous years Rs 130 mil toRs. 210 million. With the availability of abundant raw material, decisive qualit] favorable product acceptarice ahd a beginning demand, the tumo of Sharma is expected to reach Rs. 5000 million within couple years. lend. Your Directors recommend a dividend of Rs 2.20 per equity st on the paid tip capitaNar the year ended 31st March, 2008. International Marketing - on'the global scene, the ceramic Indus is a $ 52 billion with the export market constituting $ 18 billion. Th growth rate of the global industry is estimated at 12% of the markelAns. Sharrha cetmaies with its export gnality has found favorable! marke! in the middle East and south Asian countries. laa7 A passion for excellence - The company's focus is on continuoyf’ i) training of ts human resources for their own growth and developm: as well as its emphasis on team work in its operations has yielded r rewards. The company has’ received excellence award ai presidents award for achieving the highest exports in the industry. Enhancing production capacity - within a short span of 3 1/2 year the production capacity has increased from 12,000 MT to 80,000 Mt present. Sharma ceramics has adopted a quality oriented approai towards its customer. The result was that from the very beginning ti company's brands were associated with high quality and reliabii The company will continue the same process in upcoming years. Rand D for innovation products The company's focus is also to Research and Develop ni innovative products. Social Commitm: ‘Sharma ceramics has also held up social welfare a pri ) 38 Write short on the following : ‘Speoning objective and has implemented its steady programme’ of socially responsible activity. Organising health and medical camps and improving the quality of life and education at the rural level and promotion of sports and cultural activities have become a part and Parcel of the company's operations. Acknowledgment - ‘The Board gratefully acknowledges the support and cooperation extended by the financial Institutions Banks, Central and state Government Departments foreign collaborators dealers, suppliers, ‘employees and shareholders of the company and loobs forwards to theircontinued support. What are the different factors one has to consider to for effective presentation ? (8 marks ) CSVTU ,06 ReferAns. 24 Write short notes on the following ? Audio - visual aids - Refer Ans. 32,25 (8 marks ) (CSVTU, 08) ii) Body Language - Unit V-Ans. 10 (8 marks)CSVTU, 06 Meeting -ReferAns.8 ii) Interview- ReferAns. 19 Rusia og SUFI Nacee WO. 2691450396, o58s5045) foi/Communication Ski ussening Unit - Vv Listening QQ. 4. Whatis listening ? Ans. 1. Listening is the accurate perception of what has been communicated listening is a combination of what we hear, understand and remember. It is one of the basic area of communication, listening is used to obtain information and is used to solve problems itis also used to persuade or dissuade In all, listening is: the process of hearing identifying, understanding and interpreting spoken language. Listening is the most important form of verbal communication. Ithas a profound effect on the development of our attitude, skills behavioral pattem and understandings ‘Accuracy is never 100% Because of the differing perceptions of individuals there are bound to be differences in understanding the intent of the message. The process of listening is two-fold. () Decoding (i) Giving an internal response to perceived message () Decoding - First of all, decoding takes place as soon as the message reaches the receiver. At the time of communication, his mind is literally open for the reception of the entire message. By his own perception, he receives the message and get the knowledge out of it. If the speaker has missed out to give certain links the decoding process would suffer a major setback. qi). Gi rnal Response to perceived Message - Assuring that decoding is done as desired by sender, then communication progresses to second stage. This, would entail the stage where the receiver would probably try to weigh the utterance with respect to his own needs and expectations. Listening is three -tier process. Leveling Sharpening Assimilation (a) (b) () —OSSSSSSSSSsSseeese P02/ b. 2. frs2. kommunication Skit Listening Firstof all, information or messages are poured in the mind ofthe receiver and collect like a garbage heap. Now, the mind go through the material and picks up certain areas and ideas on which the listener want-to focus. Now he sharpens his ideas and finally, he assimilates. According to Brenda Uland, Listening is a magnetic and strange thing, a creative force ...: when we are listened to, it centers us, makes us unfold and expand. Ideas actually begin to grow within us and come to life ..... when we listen to people, there is an alternating current, and this recharges us so thatlittle creative fountain inside us that brings to spring and cast up new thoughts and unexpected laughter and wisdom... well, it is when people really listen to us, with quiet fascinated attention, that the little fountain begins to work again to accelerate in the most surprising way. Describe the essentials of good listening ? or (8 Marks)(CSVTU, 2007) Howeffective Listening is achieved? Effective listening is achieved by following ways - (i) Prepare yourself to listen by gathering information about the setting, the topicand the speaker. Concentrate on what a person is saying rather than on how he looks. Don't get distracted by his looks, physical appearance or by his manners. Have a positive attitude towards the speaker and the topic Always keep an open mind. First try to understand what is ‘being said, keep repeating key words and then, evaluate it with reference to the context. Catch the important ideas and keep it in mind through out the lecture Try to relate the speakers remarks to your personal background and experience and this you will be able to memorize these remarks. Do notallow your mind to fly away in open sky. Do not think of present and unpleasant experiences of your own. (vill) {tis also advisable to keep your eyes fixed on the speaker ‘so that your concentration donot get distracted, ii) ii) w) (vi) (wii) (ix) observe the non - verbal clue such as twinkle in the eye. F037 CoP: KRL MRITI NAGAR cin prasante g884001016Communication Sai! Ans 3, Listening facial expression etc. thats, listen with your eyes and not | ‘merely with ears. visual clues also help in understanding the attitude of the speaker. Try to grasp ‘between the lines' messages, Listen to what you can't hear watch the voice modulation, smile change in expression, body language etc to get the necessary information Take notes if you feel desirable. But this might distract you from listening. so, keep the notes to the minimum. Don't be afraid to ask question or to find clarification. This will make you understand the topic nicely. Have patience while listening. Refrain from interruptions, premature comments, direct advice, specially in seminars and meetings. oy (xi) &) xi) (xii) ‘Listening is a conscious activity that demands a lot more than just physical hearing Discuss? “ or whatis the difference between hearing and listening ? (8 Marks) (CSVTU 06) Hearing is a physiological process in which the sound waves emanating from animate or inanimate objects strike eardrums. It isnot necessary that we hear only those things which we want| to hear, while siting in your room or office, you hear the vehicles! sound running on the roads, dogs barks, sound of moving chair, table or sound of people who are not talking to you. Hearing is a| natural process in. which our ear hears everything in the available range of 20HZ to 20 KHZ but its not necessary to interpret the meaning or everything that you hear. Listening, on the other hand is a four. stage self-generated activity. The first stage is the reception of the sound waves through the ears. The second is the interpretation of the sound received and the third, an evaluation of the interpreted meaning. in the context of the need and expectations of the listeners. The| fourth stageis the reaction to the message. tn all Listening is @ purposeful hearing. In our daily life, all hearing is not listening butall listening is hearing” . Also-ReferAns 16 lans. 4, Ans 4 5. ‘Communication Skit Ustening Describe importance of Listening ? or Describe advantages of Listening? ‘The advantages of Listening are, (a) (b) (e) (a) (e) “© (g) (h) @ Listening helps to know the organization. It helps to know companies policies and activities and thus know company better. Listening helps to make better policies’ as the communication is imparted correctly and you will know which policies are suitable for your organization and there make the majority and get the policy accepted. In every organization, almost each employees have certain grievances which exist more in their mind than in reality i.e. which are primarily psychological Listening them carefully solves the problem more than 50 percent. Nowadays open - door policy has got importance among managers. They take pride in the fact that they believe in Policy i.e. they always keep their door upon for the employees to walk into their room and talk to them. But managers are not good listeners, so upward communication fails. Butif manager takes interest, he can encourage the employees to talk freely, many problems can be solved easily and it will be fruitful for the organization. Listening helps to spot sensitive areas before they become explosive. Listening helps to improve your intellectual ability to understand and evaluate the views and opinions expressed by others. Listening enables to gather proper and accurate information, facilitating appropriate decision making Listening helps the speaker to give his best both in dyadic ‘and group communication situations. Listening helps the to establish rapport with co-workers quickly. Describe the purpose of Listening ? The different purposes of Listening are. (a) For Socialisation 7208 /Communication Ski Listening (©) For relaxation (©) Forinspiration. (4) Forelevation (e) Forleisure. ( Forgaining knowledge. (g)_ Fordeveloping different skills (h) Forenjoyment There ‘are again some specific purpose of Listening in the context of performance of our duties. f Firstly, we listen to gain new information and ideas transmitted through both. formal and informal channels ‘The formal channels of communication is at office between colleagues and senior - junior. The informal channel is the communication between friends and relative. ‘Secondly Listening enables us to participate effectively in discussions and other interaction unless we listen to the points made or views expressed by the other participants ina speech situation, we would not be able to react rightly (a) () and to put forward cogently arguments in support of our views. Listening helps to gather proper and accurate information, facilitating appropriate decision making, Listening helps are to assist you to established rapport with co-workers quickly. Listening to be empathic or supportive - Everybody need someone to hear oneself. we talk and express our concerns openly and eventually come up with our own solutions It try to know others point of view-then it is upto Us to consider his point - and adapt it. The points that the listeners role in empathic Listening js to provide a clin:ate of trust and supportiveness for the other person. Being (c) (a) (e) able to be an effective supportive listener is an important Skill in interpersonal relationships. (Listening to evaluate critically - Critical Listening includes evaluating the expertness and trustworthiness of others judging the quality of the other persons evidence, support and reasoning when delivering the message may do this. It may also include analyzing the needs and motivations aroused in us. This kind of listening makes us aware of 7206 / KRESHEA COPTERS, SMAIT! WAGaR Communication Skat MO, - 9891459416, 9583601918 Ustening Prejudices in ethers and ourselves. Through patience, objectivity of ‘the..speakers thinking and reasoning process, we are able to judge message on the basis of facts and information rather then emotions or falsehood. 2. 6. Describe the elements of Listening ? fins6. Theelements of Listening are, ‘sensing, interpreting, evaluation and response. + (1) Sensing involves reception, neural activity, hearing and seeing. A listener will receive aural, and perhaps visual, stimuli which is transmitted through sound waves. Interpreting requires focused. perception of the stimuli through language recognition and understanding. The integration of experience is a significant component of interpretation. = * ai Evaluating is when a message is understood and meaning is assigned to it. In this phase we attempt to evaluate, consciously or subconsciously. Evaluation involves the critical assessment of the contents ofa message Response is providing feedback, giving us the opportunity for ‘clarification. correction or further explanation However, direct response is not always necessary or possible. (2) ity (iv) 7. Describe the factors which affect the process of Listening ? 1S7._ Anumber of factors which effectlistening are, (@) itis human nature to look for reward for the efforts made. ‘So we tend to listen more intently to something when we expectto derive immediate benefit from it (b). Certain individual personality traits affect listening {) The biggest stumbling block in the process of communication is the ego-superiority complex coupled with the desire to suppress the other or force him to listen, totally warps. the Listening precess. People with closed mind do not perceive the information asitshouldbetaken. - . The person who are methodical and analytical in approach usually are good listeners whereas, aggressive and self - centered persons are bad listeners ; 7207 / di) (ii)Communication Skit (iv) () (c) «@) (e) 0 (9) (nh) Listening The preoccupation with ones own thought and beliefs creates a barrierto Listening Excessive involvement with the seif leads to'the centering of emotions and feelings around the self. In these situations itis difficult to listen to what the other persons trying to say. As the student not interested if forced to attend the clas: cannot grasp anything, similarly the dislike fora person ot topic also prevents us from listening properly, we tend to shut our ears blink our eyes, let our mind roam here and there and ignore whatis being said. The kind of work we do, too determines our need to listen, As a student, for example, you have to listen, carefully to lectures and classroom discussions. similarly, a judge, a Psychiatrist and-a physician. must possess special competence in listening. they cannot afford to miss the smallest detail as it may turn out te be crucial to the understanding of the case. Excessive emphasis on completed activities in the past and anticipated results in the future leaves little time to concentrate on the message of the encoder. for example if the receiver is busy in thinking of the project in the past, he is tense while interacting with same individual in the present. As his concentration is on the possible outcomes in the future, he is unable to listen attentively in the present. Physical environment also affects listening. Listening in silent atmosphere is. much better than to listen at bazaar ora bus stand. Almost all the sub-ordinates in the organisation do not speak because they fear what the receiver will thik of them fear acts as the biggest obstacles in the process as the persons mind get blocked with all this stuff. Most of the crucial elements of the communication are lost by the time, he focus on the message Most of the persons hold the thought of that they know ‘everything and they are familiar with everything. Quite ‘often conceived knowledge on a particular topic can hinder the listening process. It should be borne in mind that even ifit were the same individual repeating the same messagé there are bound to be additions and deletions to the original message. 7208 / Communication Skit as Ans. 29 Ans. Listening () _ Working continuously under stress condition can create barriers to the listening process. Stress is a variable wich can have both a positive and a negative impact some People work better in stress conditions whereas some People cannot cape up with this stress and so, cannot give theirbest sheet. What do you mean by “communication break-down" ? Listening is a crucial component of the communication process. Effective listening is a developed skill, which is important to individuals and organisation without effective listening, information is not received as the sender intended. This is known as a “communication break-down". In organisations, poor listening skills can result in misinformation, misunderstanding and misuse of resources. Listening skills have previously been over looked by society. However with the demands on individuals and organisation today, listening is being regarded in a newlight. Describe different listening skills 7 The different listening skills are required for different purpose, situations, amount of feedback, interaction capabilities, time, place, objective etc. These are- (i) Active listening - In this type of listening both response and feedback is provided. in this type of listening, effective communication takes place as it requires attention as well as interest. This type of listening is dependent on the perception of the listener. This type of listening is most essential in offices, business transactions etc. (i) Passive listening - This type of listening does not provide feedback and response. In this type of listening, evaluation and interpretation of received sound waves is done but no feedback is provided. This type of listening takes place in radio, watching television etc. Empathic listening - Empathic listening is the one in which the listening is done to understand the other person. It involves all physical emotional and intellectual inputs in ‘search of meaning and understanding. Empathic listening means responding tothe gestaltor to totality thatis person, Content Listening - This type of listening is done to gain maximum of the information imparted by the speaker. To Pe / ity (iv)‘Gammunieation Skil Listening | Communication Sx 4 get maximum information, it is necessary that you should h) . Having superiority - inferiority complex: ‘be attentive concentrate on what the speaker is saying. | Having a negative attitude during. speech. identify and note down the main points of the speech. J pe necp pes a positive attitude and away from all the prejudgements) _ ‘Avoid day dreaming and other disturbances. Review all the| ‘The role of both speaker and listener is significant to overcome views. presented by the speaker and make a outline of the| the barriers to listening.. listening as a part of business speech. Try to. grasp maximum. communication requires two fold efforts of listener and speaker s ways the speaker should adopt to overcome the barriers of ical Listening - The goal of critical listening is to \ Graluate the message at several levels using logics listening ar, Critical listening generally involves interaction as you try to a) Body language - The speaker should speak with his whole uncover the speakers point of view. In this, you can asi body. The glitter the eyes, smile, gestures, different hand questions and try to assess the strength of the evidence: movements, good posters, modulated tone. confidence presented, validity of the conclusions , the implication for etc. helps the message to be conveyed easily. you and your organization, the speakers intentions an b) Verbal feedback - A good speaker tries to take verbal motives, omission of any important or relevant points. feedback from his listeners. He tries to know the listeners (vi) Interactive Listening - When both speaker and listene pointof view ona particular topic. interact with each other and results in effective listening, itis ¢) The speaker should'stress on important points more. He called as interactive listening. should repeat the important points or give different example toconvey the ideas appropriately. Q.10 What are different barriers of listening ? Suggest thi d) A good speaker should go along the mood of listener . A differentways to overcome the barriers tolistening ? good speaker can ‘identify frustrated, bored, defensive listenerand can try anything new for changing his mood Hl The different ways the listener should adopt to ‘overcome the barriers of listening are, a). Avoid misconceptions regarding listening, Ans, There are various barriers to listening which hamper th communication process. The barriers to communication ar both internal and external. (i) External barriers are barriers due to environment. The: i) Be clear that hearing is different from listening. Hearing in are physical noise, odour, external noise due to moverne! presence of mind and analyzing and interpreting its correc of different objects or vehicles etc. Meaningis listening (i) Internal barriers are generated by listener himself. Thesy- ji) Don't assume listening is a easy and passive process. Itis inter neither a effort less process nor a natural process. It : , requires efforts and mental exertion. itis truly said that" Itis a) Day dreaming and lack of attentiveness. difficult to be a good listener than a good speaker so, avoid b) Prejudgements aboutthe speaker. poor listening habits. ©) Attracted by speakers looks, mannerisms, voice b) No.premature conclusions - It is one of the major hindrance appearance, accentete. to effective listening. Many people are busy in their own d) Listening that partonly in which oneis interested, world of questions and replies. They have the thought that they know everything and s0, they do net listen to every fd and reach to premature conclusions or judgements. the remaining port wee 1) Late arriving and thus, tgnoring 1g or ¢) Note down the important points and form a clear layout in your mind by co-relating all the Important pinjs. Also note 9) Having confidence that | am familiar with everything. | down the points which you would like to get clarified by the 707 Ra7 eS jnsanina COOE SMRITI NAGAR suey 0591859316, 9584601815 e) Less concentration than required.Communication Skit Lustening | Communicavon Skit Lustening speaker, experiences and heard things. Always listen to the present d) emotional stability -._Do not react in anger or stop listening if speaker welcome his thoughts with open mind and ‘something is said against you. It is necessary to analyze heartedly evaluate them and then, reach to conclusions. the words-and get the real meaning from it which may help m_ Provide required feedback to the speaker. So, that he get usto be a betterlistenor. more interested as he finds you getting interested in the e) Pay attention to different sign posts, gestures and body topic. Some words s yes sorry etc. help to convey the real language ofthe speaker. ‘Some words pleaser or questions are signals that tells that the next stage is going to start. Some examples are Observe expressions on the face of speaker as he speaks something more interesting and more important. Observe this clues and get alert. Pay attention to repetition - Speaker often repeat the thing which are more important or which are complicated. This provides second chance to listener, to hear carefully and get the correct meaning out of it. position of understanding. 1 Have positive attitude and impressive body language. provide signs to the speaker that your are interested in his A Firstof all speech. good listeners maintain eye contact with the e Rearaeaant speaker. good listeners body movements are open and S coer calm. They node their heads or smile to show acceptance. c. Secondly © Identify shortcomings of the message you listen for what a Actually, Lwant. the speaker leaves out because people have a tendency to e Inotherwords 7 ‘explain only those areas of any subject that is taken for ‘i discussion. further body language helps to analyse. The iM The mostimportant pointis integrity or sincerity of the speech. if speaker often g Forexample ~ maintains poor eye contact, cross their arms in front of his h Ontheotherside chests, use hands or face movements , then you as a listener would be suspicious of speaker words. you must be conscious about implied content of the message since manipulative speaker can avoid factual aspect of the ‘speech, p Make Predictions - Use your back ground knowledge and try to predict what you will hear. Traning yourself to be one step ahead of the speakerenables youto be familiar with a particular topic quickly a Payattention to clears - Most of the speakers provide clues i before the important points. As example, the Change in Develop your interest and show your willingness to listen. tone may imply a change in meaning. concentrate on these| F. Tryto focus on the principle message and main idea. clears to get the real message. 8 Trytorelatetothe speaker. b... Avoid superficial distractions (i) Adjust your behavior to| ‘become & good listener. Avoid pretence and bea part of communication. Avoid bad listening habits as listening only a part of ‘message and losing the purpose ofthe message. Develop effective listening techniques as active listening at Ans What are the techniques to inprove listening ability ? discuss. (8 marks ) (CSVTU, 06) Refer Ans 10. Part - Different ways to overcome the barriers. an2 Describe the importance of feedback in listening and how techniques and interactive listening technique as in these pasce techniques both speaker and listener get involved. to improve the feedback skills ? i e closed minds are similar to infertile|AP® Feedback is one of the element of the communication 1 pen mindedness lands or closed factories Do not rely upon your previous P27 process: Feedback is the response or observation of receiver to the message transmitted. Similarly, listening is also a type of f213/‘Communication Skit vi vii vii. Listening ‘communication process and so, feedback has got importance 2s this will result ineffective communication. The speaker can adjust his message accordingly the feedback received from listener. Receiving feedback is one of the| best ways to modify our behaviour. Feedback helps the speaker| that the message has been received by intended listener and at right time feedback is very essential for two - ways communication] as survival of one way communication is minimal. when a person| denies feedback, response or reinforcement, the speaker cannot convey the message correctly. Feedback affirms that we are active participants and not passive observers of life. So, the listener should support the speaker by providing feedback. Denying a sender of feedback may have detrimental implications. So, consider the following points to make feedback - Be supportive - Acknowledge the seriousness of the information presented to us and offer appropriate feedback at the appropriate time. This is reassuring technique Be understandable and show the remarks that we are indeed listening and is attentive towards speaking. Provide signs oj nodding and positive expressions that you are under standing] what youare listening Ask questions and more details regarding the topic. This will hei the speaker to present his ideas more freely. This will add to 4 more productive communication climate. Always be prepared to provide feedback provide verbal and non| verbal responses. Avoid delayed feedback as it can discourage or affect the senders confidence. Make sure that feedback is accurate feedback should be specifi to the message and not general to the whole conversation. Effective feedback is message oriented, not speaker oriented, Do not let physical appearance or other superficial aspects affed| feedback. ‘The speaker should monitor feedback to make sure that it i} | being understood and to improve quality of feedback. feral Communication Ski Listening Q.13 Explain how the process of listening takes place in organisation ? . ie ‘Ans. In organisations, communication takes place in horizontal, vertical, Downward upward directions. Poor communication skills and listening skills can lose ‘business and have monetary implications. Poor listening is cosity to organisations. The ‘communication in organisations is of following types- Communication External Internat Outward Inward Vertical Horizontal Grapevine Consensus In all form of communication, the message is provided by the ‘speaker or sender but in the two, way communication the listening is one of the most element because after listening only, the listener or receiver can provide feedback. ‘As the process of communication flows a hierarchy in organisation. So, the process of listening also follows a hierarchy in a particular upward or downward communication Refer Ans. 21 Unit | KRISHNA COPLERS SMRIT-NAGAR 2215/7 yo, 9691859316, 9584601916Communication Skit eee Q.14 Give some suggestion for achieving ability to comprehend, material at relatively fast speed ? ‘Ans. In this fast moving ‘world, It is necessary to achieve ability to ‘comprehend material at the relatively fast speed. Persons having better listening skills are given priority in the organisations. senior executives are most time involved in down ward communication, they provide verbal communication. Today, the senior executives donot have sufficient time to explain things word by word nor they can utter words slowly. ‘They are quite fast while delivery their speech. Therefore, acquiring good listening skills has become essential for all these who want to reach the heights of their career. The suggestions for achieving ability to comprehend material at relatively fast speed are, (a) Have a great presence of mind for receiving the message correctly and comprehending fast delivery of the message. Suppose, the speaker is on with his delivery and if your mind is, wondering somewhere else, say at your office, your home your friends place or anywhere else, so, don't allow your mind to roam here and thrse concentrate on the things spoken by speaker. (b) Have a continuous eye - contact with the speaker, by this, you will have maximum attention to the speaker and also the speaker| pay maximum attention at you as if he is explaining to you only. On capturing his attention, you will be able to absorb most part of his speech howsoever fast he speaks, Moreover comprehension become easier through the eye-contact ifthe delivery is fast. (©) Observe the different signpost made by the speaker, these! signposts help to comprehend fast speed data as these help to note down important points, to make to conclusions. Be a keen observer. (d) Make predictions and try to grasp the data between the lines. ‘Apply your past experiences and knowledge if the material is fi6/ a1s Ans rmmunieation Skit Ustening delivered at fast speed. Also take care of the position of stresses and emphasized words. Recognisinig stress help you to tell the more important points from the less important points, (e) Use the clues provided by speaker. A good listener listens beyond the words. Notice who is the speaker ? What are the probable matters your speaker will deals with, at which place are your listening.’ Whatis the body language of speaker. What is his mood and his tone. A change in body language, tone implies the change in meaning, (f) Identify different short comings of the message -and repeat them to corelate with other short comings. (g) Pay attention to repeltion if any. Only important points will be repeated by speakers. (h) Don't get distracted by extemal barriers. Let the world do their ‘own work, your concentrate on your speakers. Words. Points out some of the difference between Indian English, British English and American English. Also provide ‘suggestions to comprehend this material ? British English and American English are two forms of English used in different parts of the world. Indian English mainly follows the British English from the time. Britishers ruled us. There is literally no difference between Indian English and Britishers English except that of pronounciation for example, Indians speak report as _'ri-port’ whereas Englishmen pronounce it as ‘ripot’ Similarly Indians speak detail as ‘di-tale' Whereas Britishers pronounce it as ‘dee-tail’. This form of English is used in our daily life form schools to colleges, from home to offices, in newspapers, business transactions etc. But Indians get confused that which type of English will be more acceptable in the world of business, finance, science and Technology, But there are significant difference between the British English and the American English (1) Firstly, there are certain words that are different grammatically Riv7‘Communication Skit Listening kemunication Skit Lstening as well as phonetically in both styles of English. Carriage forward Freightnot prepaid Share holder Stockholder Examples are given below - Lorry - aa ) American Gotta haf some work? Numberengaged Line busy British -Gottohave some work? Petrol Gasoline, Gas i) American -Be'cus ye'ra lovable person. Railway Station Railroad depot British - Because you area lovable person 5) __Fifthly there are difference in intonation and syntax of both type of 2) Secondly, the Americans also use different spellings for English. ‘some words that make the pronunciation distinct le) —_Sixthly, there are differences in usage of syllable Examples are as follows- ; American British American British Inclose Enclose a) -or- for. + 7 eseea exanaie @ r ‘our (Color-Colour) Check Cheque we) for “Il (traveler- traveller) Through Thru Though Thou © tk for -I_(installment- instalment) 3) Thirdly there is change in the business language of both great (d) -se- fou -ce (defense -defence) CTT atin eer for ~re (Center-Centre) The British business letters have been considerably modernized ‘American Writers always constantly look for new psychological methods of approaching the customer. of impressing him over by appealing to his feeling and making him the centre of the letter. 4) Fourthly, there are differences in the meanings of words in great Britiin and in the U.S.A. most are from the language of commerce as~ The different suggestions to comprehend the spoken material in allthe threestyles ofEnglishare, = a 1) Read newspapers and talk the people around globe basically Americans and Britishérs. This will help to improve the ability to comprehend the message delivered in different styles of English oe nee 2) Yow can chat wth persons around he globe to improve your Letter of complaint Claim Letter. a! Consignment Note BillofLading 3) Hear the news over radio, television and try to interpret Advertising Agency: Publicity bureau: words correctly, try to understand the accent and ‘Shop Store pronunciation of the spoken words. Bannote Bill Carriage Paid Freight Prepaid 4) Consult the directories and dictionariers recommended by Goods train Freight Train International phonetics association (IPA) and ty to R87 2x97 KRISHNA COPIERS SMRITI NAGAR ‘M@, - 9691859316, 9584601916Comthuntcaton Skit LUstening understand the spellings and pronunciation of words in the three styles of English. 5) Speak different types of English, among friends and try to adapt themin daily usage. Q16 Describe the importance of intelligent listening in organisations 7 Ans. Intelligent listening in organisation is very important- 1) It can help the employees to come in the good books of his superiors. 2)Italso help to get correct information about any subject. 3) Italso helps in decision making process. 4) It also help to establish good relations among the member in organisation. 5) Better listening skills is an elegant art which helps in the efficient accomplishment of the tasks assigned to the listener. 6) The objective of downward communication such as motivation and raisinig morale can be achieved by listening attentively rather than by talking. 7) If the superiors are poor listeners then, there is probability of constant problems of human relations 8) A supervisor or manager who listen carefully is able to hear echos from the grapevine in what the employees speaks and can use this information to improve employee relations and morals. 9) Anumber of grievance of workers are either imaginary or only a vague expression of generally discount, if the supervisors listen with sympathy. 10) By listening to subordinates, a senior can find out which employee is bright and enthusiastic. 11) In committees, conferences, group discussion every member _f220/ Communication Skit 17 Ans. Ustening must be a good listener otherwise there is much waste of time and energy in repetition of points which have been already made by another member. 12) Good listening also reduces verbal conflicts and prevents tempers from flying at meetings . 13) The habit of good listening enables the listener to get the greatest value from lectures and speeches. 14) Good listening skills give more chances to get noticed and get selected in inter views. 15) Good listening skills helps to be a efficient speaker and worker. Elaborate the comment- “Listening as the receiver skills is equally important as speaking the senders skills" ? Listening, speaking, reading and writing are the four form of communication skills. In communication system, speaking and writing are the transmitters responsibility whereas listening and reading are receivers responsibilty. The speaker or writer encode the message and send to the listener or reader through a channel. Now, it is the responsibility of Receiver (Listener or Reader) to be attentive and decode the encoded message. It has -been found in research studies that executives in organisation spent roughly following proportion of time in various activities Writing -9% Reading - 16% Speaking-30% Listening -45% So, it is clear that executives spend more time on being the receiver than on being the Transmitter. Also, day to day life, listening is the skill used for leisure, Peas‘Communication Skat Q.18 Ans. Listening entertainment etc. socially too, good listening improves conversation and social relationships. The importance of intelligent listening in organisation is no way less than any other communication skill (Refer above Answer) But stil, This skill is usually neglected in schools and Business training courses. It Should be made clear that listening does not mean just hearing the uttered words. itis very different, It requires effort and presence of mind to get actual meaning of the hear¢ words. Besides the meaning of words, the choice of words is significant in indicating the speakers meaning. Even the tone of voice, gestures, expressions and silences have meaning. The listener should be attentive he just not to hear the said words but he should also retain that said words. it has been found out that students listening to a fifteen minute lecture can recall only 50% of the data immediately after lecture and 25% after two days. The Listening and retaining capabilities can be improved by training listening to others in an elegant art. The person who listens and pays attention stands out like a beacon of courtesy and fine manners in a sea of competitive talkers. Even art of silence helps us to become effective listener. The power of good listening skills is the mark of a cultivated and cultured people. Itis also a way 2 survival for the person of affairs. ‘The importance of listening carefully to the instructions given by ones supervisors and seniors need hardly be emphasized. Unless instructions are carefully listened to, understood and remembered, one cannot carry out the assigned word. Many special task, assignment are given orally. good listening helps in efficient accomplishmentof the task. So, in all “listening as the receivers skill equally important as speaking the senders skill” Describe about the Technology of Today and era of tomorrow? Today in fast moving world, nobody has got time to'move around /222/ Communication Skil Lustening ail the places to do business, studies orto communicate. The man is busy in his own life and want to bring theavhole world in his own life. The present technology of information computer and electronics is helping the man to bring any person or place to his own home. These technologies have brought revolutionary changes in the field of communication, business etc. the barriers of space and time have totally collapsed. the world appeared to have contracted or been squeezed into a small room in which given certain facilities, itis possible to communicate with anyone in any part of the world. the different means may be STD or ISD telephone calis or mobile or through e-mail in internet or voice chatting in internet etc. Two persons sitting in two corners of world can, not only talk but also can see each other while talking. It is done through teleconferencing. Also, Today business can be done at home using computers and purchasing can also be done athome using e-commerce To days technology has made possible for the man to reach different planet and explore the space. we get a glimpse. of power of technology during the election period when election results are critically analysed by a_ panel of experts in the Doordarshan studio, Swings in the voting pattern are visually presented and we are able to.hear at the some time the view of different people across the length and breadth of the country. The different applications of to days technology are () - Computers (i) Satetites (ii) Internet (iv) Multimedia application () Mobile etc (Refer further answers for their explanation) (vi) Voice recognition System. Now its really interesting to think that if to days world is a global village what will be more advanced and be the tomorrow. Tomorrow, the man will be able to go to different planets for Vacations. Man will have Robots to do their work Man will also f223/ goes TOCIRRE + yatee® negaay, Beno07 OVECommunication Skat Qi Ans. Listening prepare synthetic food. He will reach different places in the world within no time New forensic techniques to detect the course of crime will be invented and soon. god alone knows what technology will do to his creation ‘The world’ and ‘The Man’ Write short notes an word processor? Aword processor combines in it the characteristics of a computer and a_ typewriter. It greatly simplifies the work of written communication. Ag itis combination of a computer and a type-writer, so to use 2 oid processt éfficiefitly, one must have typing skill, basic computer literacy and word processing software. As we type ona word processor the text appears on a screen. we can revise and edit this as we like. (a) Words, Phrases or sentences can be deleted or added (b) We can move whole sentences of the text from one piace to another. (©) Word or phrases can be replaced easily if they are repeated again and again. (d) ‘Spell check program’ are also available which checks every word in the typed text against a list of correctly spelled words. (e) Now, thesaurus of computer is also available which provides several alternatives out of which we can choose the most appropriate word fora particular word. Above all fa ilities help to revise and edit the task easily. Nowadays following facilities are also available as - (2) Style checking software are used. fa24/ communication Sit Q.20 Ans. Wri ee ©, MRE ARDA1g, OR BN eistgning (b) The system can be instructed to produce specified top, bottom, rightand left margins (©) _Ithas got the knowledge of different fonts and type style. (4) Ifcan centre headings on the page. (e) If our text runs into more than one page, the system can automatically putheading and page number on each page. (Word processor can be integrated with other forms of electricand paper media (E-mail etc.) Write short notes on Telex ? The'telex is a teleprinter through which written messages can be communicated from one place to another with the help of a machine. It consists of two parts - (i) ii) Keyboard transmitter and Receiver These are used for transmitting the coded signals, and printing the message. ‘When a Message is to be sent the typist presses a button, wait for the dial tone, dials the number desired and if the number is contacted, types the message. ‘The Message as typed in the originating office is typed on a small strip of paper at the receivers and. This is one of the quickest and most accurate methods of transmitting written communications. Advantages of Telex service are, (1) The Telex service enables the Transmission of written messages from one subscriber to another instantaneously by directdialing. (2) Itcombines the advantages of both telephone and a letter. It is much quicker than a letter and cheaper than.the trunk call service. P2285 /Communication Skit 21 Ans. Listening ‘The message is transmitted even if the intended person is not present. He can getitlater and reply it ater. 3) (4) It can be used for booking inland as well as overseas telegram by getting in touch with the central telegraph office. (5) The talex service is extremely useful for large business houses, news agencies stock exchange dealers etc (6) Menage can be transmitted and received at any time of day andnight (7) Telex Message are brief, complete and clear as they are charged according to number of words contained in them. Write short notes on internet? ACollection of interconnected networks is called as inter network or internet, It may also be defined as a global collection of computers linked together with the help of Telephone lines, radio links or satellite links. In this individual networks are joined into inter networks by the use of internetworking devices. A common form of internet is a collection of LANS connected by @ WAN or connecting two LAN forms an internetwork. Internet is an unusual system which is not planned by any one and isnot controlled by anyone. The Various applications of Internet are, (1) E:mail- The ability to compose, send and receive electronic mail is done with the help of internet. Many people get dozens of messages a day and consider it their primary way ot interacting with the outside world, far outstanding the telephone. E-mail programs are available on virtually every kind of computer these days. (2) News - News groups are specialized forms in which users with a common interest can exchange message _ 7226 / Communication Skit «3) (4) 6) 6) 7 (8) (9) (10) (11) (12) Listening Thousands of newsgroups exist, devoted to technical and non technical topics, including. Computers, science, recreation and politics. Each newsgroup haé-its own etiquette, style, and customs woe betide anyone, violating them Remote login - Using the Teinet religion or programs, users any where on the Internetcan log on to any other machine on which they have an account File Transfer - Using the FTP program users can copy files from one machine on the Internet to another. Vast numbers of articles, databases and other information are available_ this way. internet is used fortele - Conferencing, We Can have an electronic copy of journals and magazines from the Internet, We can be in touch with people around the world, We can provide Technical support tothe customers We can do electronic commerce on the Internet. Voice mail is a form of E-mail only. Here, a message instead of being communicated in a written form, is sent in the voice of the caller. like E-maill it is very easy to use and is a convenient way of leaving short message for someone who is not immediately available. The telephone companies use it for improving the quality of service and billing Internet telephone. and Radio afe also available. Classification of Internet The Internet can be connection - oriented network or connectiontess oriented. The example of connection ‘P2271 eRe We COPIERS : waGee 5, 9580607818 gwRitt van 060395984(Communication Skit Q.22 Ans. Q.23, Ans. oriented network is x.25 Ethernet where as for connectioniess is wireless: Write short notes on Multimedia? Multimedia is a combination of two or more media which are brouglit together to-convey a’ message. These m can include graphics, photo, music, voice, text and animations. when there elements are placed together on computer screen they result in ‘multimedia. It is a very powerful means of medium in one. the applications. as it combines many Applications of Multimedia (1) It can be used effectively for advertising and publicity campaigns. (2) Multimedia demonstrations placed on floppy disks can be a cost efficient way of distributing an eye - catching and informative demonstration of a company products and services to many people ata time. Teleconferencing and video conferencing are different forms of Multimedia applications. (3) (4) Multimedia help to make better motion pictures, animated pictures etc, Write short notes on Telecommuting ? Tele commuters are those employees who work at home and communicate with the main office electronically. This process known as tele - commuting companies are giving contract to individuals who are not their employees to undertake different Projects that the routine employees donot have time to do. Advantages of tele-commuting- (a) _ It has given companies a expanded reach. (228 / | |communication Sait 24, Ans. Listening (b) _Ithas relieved traffic and space problem Write short notes on e-mail ? E-mail is also known as electronic mail e-mail is the most popular network services. It is a facility on computers to send. your message to other persons. disregard of the direct location or contact. It is improved form of communication as the subscribers to an E-mail service can have access from any place, through computer to send and receive message. A message refers to the actual information sent by one user to another, every e-mail system describes the structure. of the message known as protocol, Actually protocol is set of rules that govern data communication. It represent the agreement between the communicating devices. Nowadays, e-mail program are available on virtually every kind of computer. Due to increased networking and advanced technology e-mail has started to dominate the world wide communications. E-mail, like most other forms of communication, has its own conventions styles and system e-mail system normally consist of two subsystems the user agents, which allow people to read and send e-mail and the message transfer agents, which move the messages from the source to the destination E-mail system support five basic functions (a) Composition - It refers to the process of creating messages and answers ; (b) Transfer It refers to moving messages from the originator to the recipient, (c) Reporting - It means telling the originator what happened to the message. (¢)__ Displaying - Displaying the message so that people can read 223 /‘Communication Ski | Listening it (e) Disposition - It is the final step and concerns what the recipient does with ihe message after receiving it Possibilities include throwing it away before reading, throwing it away after reading, saving it and soon Advantage - (1) _Itis the quickest means of transmitting messages. (2) It transmits messages at cheaper rates for long distance | communication. (3) E-mail does not thrust it self upon the receiver. it does not disturb you. Itcan be checked at any time. | (4) E-mail saves you from telephone tags. ! (5) _Itdoes not depend upon the availabilities of the receiver. (6) E-mail messages can be sent to a large number of people! simultaneously orto only a selected few depending upon the requirement. (7) If both the persons are simutaneondy sitting at the terminals, Clarifications can be sought and offered and additional information conveyed immediately. (8) E-mail messages can be easily stored for future reference. (9) E-mail messages are supposed to be highly confidential and secure i (10) Immediately feed back is possible | (11) It is convenient for people placed in areas with wide time, zone differences. Q.25. Write short notes on computer networks ? Ans. A Network is a set of devices connected by media links. so, a L (72307 kemmiunicavon Skil Listening computer Network is interconnection of computers with the help of media links. ‘Computer networks use the concept of distributed processing, in which a task is divided among multiple computers. Instead of a single large machine being responsible. for all aspects of a process, each separate computerhandlesa subset. “" ‘Computer networks. are providing gaod performance nowadays. performance, can be measured in many ways as the amount of time required fora message to travel from one device to another or the elapsed. time between an inquiry’ and a response performance, also depends on the number of users the type of transmission medium, the capabilities of the connected hardware and the efficiency of the software. Computer networks provide accuracy of data and also is reliable. It also provide protection to data from unauthorized access and viruses by using different techniques and software. computer networks helps in high speed transmission of large amount of data. Due to above advantages, in a short time, computer networks have become an indispensable part of business, industry and entertainments. some of the network applications in different fields are the following - : (i) Marketing and_sales - Computer networks are used extensively in both marketing and sales organizations. Marketing professionals usé them to collect, exchange and analyze data relating to customer needs and product development cycles. Sales applications include tele shopping which uses order entry computers or telephone connected to an order processing network and on-line reservation services for hotels, airlines and soon. (2) Financial Services - To days financial services are totally dependent on computer networks. Application include credit history search, foreign exchange and investment services and electronic funds transfer (EFT), which allows a user to. f\/— KRISHNA COPIERS SMRIT! NAGS MO. - 9691859316, 9584507916Communication Skit (3) (iv) ) wi) wii) viii) (oo) & transfer money without going into a bank. Manufacturing - Computer networks are used today in many aspects of manufacturing including the manufacturing process itself, Two applications that use networks to provide essential services are computer aided design (CA D) and computer aided manufacturing (CAM), both of which allow multiple users to work on a project simultaneously. Electronic message - Probably the most widely used network application is electronic mail (e-mail) Directory services - Directory services allow lists of files to be stored in a. gontrol location to speed worldwide search operations. Information Services - Network information services include bullet in boards and data banks. A world wide web site offering the technical specification for a new product is an information service. : Electronic Data Interchange (EDI) - ED! allows business information (Including documents such as purchase orders and invoice) to be transferred with out using paper. \ ‘Teleconferencing - Teleconferencing allows conferences to occur without the participants being in the same place. Applications include simple text conferencing, video conferencing 4ndvdice conferencing Cellular Telephone - In the past, two patties wishing to.use! the services of the telephone company had to be linked by a| fixed physical connection To day's cellular networks make it possible to maintain wireless phone connections even while| traveling over large distances. Cable. Television - Future services provided by cable television networks may include video on request, as well as| the same information financial and communication services| /332/ Communication Skit 26. Ans. Q.27. Ans. Q.28. Ans. Listening currently provided by the telephone companies and ‘computer networks. Write Short notes on voice recognition software ? The latest invention in the field of technology is the voice recognition system It can respond to spoken words very soon. These will make a common place in busiriess because they offer the real advantages. this software require careful enunciation so thatthe computer can understand what you wanttto say. Write short notes on video conferencing ? je0 conferencing is the latest technology of multimedia. It is used in companies that have their own facilities In this, two persons at a far distance can see and talk to each other companies use this technique to interview a large number of applicants that they cannot reach. It is also used to held up meetings and conferences among people in different branches of ‘organisation. This process has made communication and business easy. It is quite a expensive process as latest equipments are used in it Write short notes on Telephonic Conversation ? Describe importance of Telephone ? Communication which take place between two persons with the help of telephone is known as telephonic conversation. It is two - way communication in which speaker and listener continuously change their oles, ‘Telephonic conversation is the most commonly used type of oral communication It is used in various business transitions to place and take orders, to exchange urgently needed information, to make appointments, to establish valuable business contacts and numerous other things. Itis necessary to speak something profound and relevant during telephonic conversation. words must be uttered with respect and 7233/Communication Skit LUstening compassion. Be conscious of the language used and it should be grammatically corrects. Have a positive attitude while speaking. Advantages (importance) of Telephonic Conversation - (1) It save time as it provides instantaneous communication between two persons who are far away from each other. (2) It provides immediate feed back As it is two - way communication, communicator becomes sure that his communication is transmitted effectively. (3) Various telephone services including the trunk call service, particular person call service, priority call service, inter com ‘extension of telephone instrument service voice recording service etc are available in todays telephone whicn are extremely useful to the subscribers. (4) Through voice modulation, Telephone calls acts as a effective means of communication (5) _Incertain cases, a telephone call can be more effective than a personal visit. The telephone acts as a kind of equaliser by minimising such influences as from personal appearance or the appearance of the office. The caller and the person called are put on some kind of equal footing regardless of their relative position or rank Q.29. What are the various disadvantages of telephonic conversation ? ‘The various disadvantages of telephonic conversation are, (1) Its often happens that the caller do not find the required person on the other and he also sometimes get answering machine or the secretory on the other hand. Due to this the caller gets frustrated and looses his temper. (2) In Telephonic conversation, the two persons cannot see each other and they are dependent entirely on their voices to [Communication Skit Listening convey their message. They cannot make use of facial expressions, gestures, body language to establish rapport, achieve emphasis and create effective communication (3) In India, due to bad telephone services, it is often that the caller is connected to the wrong number. Itis also possible that many number are out of order. This involves a lot of wastage oftime as well as money. (4) There is no storage mechanism in telephone. The receiver ‘should be alert all the time as itis possible that he misses a part of message and thus, the meaning of the message changes. Misunderstanding, miscom municating or missing something often happens if telephonic conversation. (5) The appropriateness of the time of making call is not ascertained by the caller as the mood of the called person cannot be seen. It may be possible that the called person is busy or in a bad mood and thus, the called person cannot, respond properly, decently or happily and can thus spoil caller moods or their relationship. (6) Atelephone message does not provide a permanent record for legal purposes, although to overcome this limitation itis new becoming ausual practice to tape important message. ). “A Successful telephone conversationalist takes care of a few aspects consistently” Discuss (Marks) CSVTU, 2007) or Describe different ways to use Telephone effectively? ‘The different ways to use telephone effectively are, (1) Speak politely and confidently. (2) Hold a positive attitude and friendly tone during’ the whole conversation (3) Respect other peoples time and interest and so talk straight P234/ 7235/ KRISHNA COPLERS SMRITI NAGAR MO, - 9691859316, 9584601916‘Communication Skit Ustening + nto point (4) Place a message pad, telephone directory pen and an appointment book near athand. (5) Avoid clichesas'ah' yah''Isee' etc. (6) a) Be courteous even if the next person is rude Make your voice sound pleasent - put smile in your voice, (8) use appropriate loudness of voice. Neither speak too low nor shout into the telephone. (9) Treatevery callas an important call because itis important to the person catling you. (10) While talking always hold the mouth piece one inch away from the lips and the earpiece close tothe ears. (11) Words uttered should be clear and Pay also attention to use of correct grammar, syntax, pauses etc. (12), Provide feedbacks where ever essential. It gives impression *“to listener that you are hearing him. (13) Use simple words with correct meaning. (14) Don'tbe in hurry, be patient while speaking, (15) Remember that the telephone is not a status symbol it is a means of communication. (16) Avoid talking through the nose or teeth. (17) Open the conversation with a greet as ‘good morning’, 'Namaste' and also end the conversation with thank you, ‘good day'‘see you soon'etc. (18) Replace the receiver gently and at the right place. (19) Direct the call to the concerned person soon. Do not frustrate P2368 / Communication Skit SHNA Co, Ep. fo... saltriry va ERS the caller by holding him back for long time. (20) Liftthe receiver within 3 or 4 rings. (21). Give more consideration to calls within the organisation. (22) Make sure about the identity of the caller before giving any answer. (23) Use the callers name frequently during conversation 24) Ifany part of the message is not clear politely ask the callerto repeat. (25) When ever you pick up the receiver, first of all introduce 31, Ans. (2) (3) (4) 6) (6) (7) 8) (9) yourselfand other details if you are in a company Give some suggestions to make calls ? (1) Introduce yourself with your post or designation when you make acall ‘Ask for the person to whom you want to communicate Greet the person pleasantly whoever picks up the phone. Use simple words clearly and preci: communicating. ely while Be courteous even ifother personis harsh. Be’direct in your talks. Avoid gossips in your conversation. Respect yours and others time Make it clear if the message is for someone else. Have all the relevant information ready before makir *acall (10) In case you are making a call on some others behalf, Vow his instructions keenly. ; (11) _Verify that you are dialing right number. fe37/Commies Si” . Ans. wi Ustening (12) Try toget feedback that your message is clearly understood (13) Repeatthe message if the next person asks fort. (14) Prepare yourself mentally before you dial the number. (16). Ifthe conversation is over. Put the receiver back gently. Q.32 Give suggestions to answer the calls 7 (1) Aiways liftthe receiver within 2 to 3 rings (2) Always be prepared toreceivea call (3) Always be prepared to give and receive information so, always have pen and paper near your telephone. In organsitations, be prepared with details, catalogs and all 4) the information regarding firm and its products (6) utter your full name and designation and also know the calling person and his designation (6) Greetthe calling person politely. (7) Listen carefully with outinterrupting the caller. (8) If the message is not clear request him to repeat the message. (9) Bewarmand friendly throughoutthe conversation. | (a0) If by mistake, the caller has dialed wrong number. Don't | wraste your time abusing bin | Q.33. Explain the importance of Telephone in various | orga ris. ? fl ‘elephonie conversation is the most commonly used type of oral communication Itisusedin : Ans. Various business transactions (@) | 72387 t Communteation Skat (b) (c) (a) (e) 10 (a) (b) (o) @ (e) co) ‘Specimen of telephone message'form KRISHNA COPIERS SMRITI_ NAGAR Usienng Toplaceandtake orders M0.- 9691859316, 9584601816 To make new appointments int interviews ppointments by conducting talephonic To establish valuable business contacts Toestabish internal communication within he organization To take messages from different: companies. For ‘taking down teley phone me ‘should be borne in mind eS Always use an official or cal pees telephone message forrn if. it is Write down the name and the telephone number of the caller Note down the time ofthe call Note down the time at which the callercan be contacted. Record carefully if any i — Y Special instructions is given by the Convey the message to concerned person. TELEPHONE MESSAGE For, panes ate : Callers Name, = TelephoneNumber_ Message. 7 = Message takonby 7239/Communication Skit Listening Q.34 Describe Do's and Donts of Telephonic Conversation 7 (t Marks) (CSVTU -2007) Ans. “Refer aboveAnswers 7240/