UNIT-I 1)Communication: The word communication has its origin from the Latin word Communicare which means

to share, to impart, to participate or to commune, its literal meaning is giving or sharing information. Communication is the process by which people exchange meanings, facts, ideas, opinions or emotions with one another. Definitions of communication: 1) It is an act of interaction involving two or more persons. 2) It is an act of putting across ones views to the other. 3) It is an act of sharing ideas, views etc. 4) It is a way of reaching out to people. 5) Communication is any behavior that results in an exchange of meaning. -American Management Association 6) Communication is the single most essential skill. -Sir John Harvey 7) Communication is the process involving the transmission and reception of symbols eliciting meaning in the minds of the participants by making common their life experiences. -Baird Jr. E John 8) Communication is the interchange of thoughts, opinions or information by speech, writing or sign. -Robert Anderson The importance of communication in an organization can be summarized as follows: 1) Communication promotes motivation by informing and clarifying the employees about the task to be done, the manner they are performing the task, and how to improve their performance if it is not up to the mark. 2) Communication is a source of information to the organizational members for decisionmaking process as it helps in identifying and assessing alternative course of actions.

3) Communication also plays a crucial role in altering individuals attitudes, i.e., a well informed individual will have better attitude than a less-informed individual. Organizational magazines, journals, meetings and various other forms of oral and written communication help in moulding employees attitudes. 4) Communication also helps in socializing. In todays life only the presence of another individual foster communication. It is also said that one cannot survive without communication. In todays scenario, it is must that one should be articulate, expressive and communicative expressing oneself fluently, clearly and coherently in order to attain the zenith of success. 5) Communication also assists in controlling process. It helps in controlling organizational members behaviour in various ways. There are various levels of hierarchy and certain principles and guidelines that employees must follow in an organization. They must comply with organizational policies, perform their job role efficiently and communicate any work problem and grievance to their superiors. Thus, communication helps in controlling function of management. An effective and efficient communication system requires managerial proficiency in delivering and receiving messages. Thus, the primary responsibility of a manager is to develop and maintain an effective communication system in the organization. 2) Process of communication: (diagram page no.5) 1. Ideation The process of communication begins with ideation which refers to the formation of the idea or selection of a message to be communicated. The scope of ideation is generally determined by senders knowledge and abilities, as well as the purpose of communication and the context of the communication situation. This context may be physical, logical, emotional, social, chronological or cultural. 2. Encoding It is the process of changing the information into some form of logical and coded message. The encoding process is based on the purpose of communication and the relation between the sender and the receiver. Sender / Encoder are a person who sends the message. A sender makes use of words and gestures to convey the message and produce the required response. For instance When a training manager is conducting training for new batch of employees, the sender may be an individual or a group or an organization. The views, background, approach, skills, competencies, and knowledge of the sender have a great impact on the message. The verbal

and non verbal symbols chosen are essential in ascertaining interpretation of the message by the recipient in the same terms as intended by the sender. 3. Transmission Transmission refers to the flow of message over the chosen channel. It confirms the medium selected during the process of encoding and keeps the communication channel free from interference or noise so that the message reaches the receiver without any disturbance. For instance When one want to tell his/her teacher that he/she will not be able to attend his/her next class, he/she should decide whether to tell it before the class or after the class. 5. Decoding Decoding is the process of converting a message into thoughts by translating the received stimuli into an interpreted meaning in order to understand the message communicated .This process of decoding is the reverse of the process of encoding. After receiving the message, the receiver interprets and analyzes it. 6. Feedback It is the last and crucial stage in communication. It permits the sender to analyze the efficacy of the message. It helps the sender in confirming the correct interpretation of message by the decoder. Feedback may be verbal or non-verbal

3) Barriers to communication: Barrier: Barriers to communication can be anything that distorts/ prevents a message from being properly sent/ received.

1. Perceptual Differences: Perception is generally how each individual interprets the world around him. All generally want to receive messages which are significant to them. But any message which is against their values is not accepted. A same event may be taken differently by different individuals. For example :

A person is on leave for a month due to personal reasons (family member being critical). The HR Manager might be in dilemma whether to retain that employee or not, the manager might think of replacement because his teams productivity is being hampered, whereas the family members might take him as an emotional support. 2. Linguistic differences: The linguistic differences also lead to communication breakdown. For example: Same word may mean different to different individuals. For example: consider a word value. What is the value of this Laptop? I value our relation? What is the value of learning technical skills? Value means different in different sentences. Communication breakdown occurs if there is wrong perception by the receiver. 3. Physical barriers: They are concerned with external and internal factors. External factor-example: Distraction/Noise: Communication is affected a lot by noise to distractions. Use of loud speakers interferes with communication. Internal factor-example: Poor lighting: The frequency of this barrier is very low in oral communication. Because of this barrier the reader or receiver of the message will get more distractions in written communication. 4.Psychological barriers: Emotions: Emotional state at a particular point of time also affects communication. If the receiver feels that communicator is angry he interprets that the information being sent is very bad. While he takes it differently if the communicator is happy and jovial (in that case the message is interpreted to be good and interesting). 5. Organizational barrier: It includes:

a. Work related hassles. b. Lack of cooperation. c. Attitudinal problems. d. Excess workload and pressure e. Problems of factionalism. f. Ineffective communication skills g. Inadequate infrastructure h. Stringent rules and regulations i. Apathetic and inconsiderate higher-ups For instance, people are likely to make errors when they became overwhelmed or revamped with too much information. 6. Cultural barriers: People from different region and cultures often differ widely in their assumptions, work relationship and organizational operations. This barrier includes customs, values, and beliefs, sense of time, social conduct, language, being ethnocentric, and belief in the stereotype. For instance, in some cultures we are not supposed to sit before the elders. 7. Intrapersonal barriers: It includes false beliefs, rigid attitude, bias, false assumptions etc. 8. Interpersonal barriers: It includes poor listening skills, poor communication skills, poor vocabulary skills, inadequate subject knowledge etc. 9. Poor retention: Human memory cannot function beyond a limit. One cant always retain what is being told if he is uninterested or inattentive. This leads to communication breakdown.

4) METHODS TO OVERCOME BARRIERS: 1)Eliminating differences in perception: The organization should ensure that it is recruiting right individuals on the job. Its the responsibility of the interviewer to ensure that the interviewee has command over the written and spoken language. There should be proper Induction program so that the policies of the company are clear to all the employees. 2) Use of Simple Language: Use of simple and clear words should be emphasized. Use of ambiguous words and jargons should be avoided. 3)Reduction and elimination of noise levels: Noise is the main communication barrier which must be overcome on priority basis. It is essential to identify the source of noise and then eliminate that source. 4)Active Listening: Listen attentively and carefully. Active listening means hearing with proper understanding of the message that is heard. 5) Emotional State: One should not show their emotions while communication, as the receiver might misinterpret the message being delivered. For example, if the conveyer of the message is in a bad mood then the receiver might think that the information being delivered is not good. 6) Simple Organizational Structure: The organizational structure should not be complex. The number of hierarchical levels should be optimum. There should be an ideal span of control within the organization. Simpler the organizational structure, more effective will be the communication. 7) Avoid Information Overload: The managers should know how to prioritize their work. They should not overload themselves with the work. They should spend quality time with their subordinates and should listen to their problems and feedbacks actively. 8) Give Constructive Feedback:

Avoid giving negative feedback. The contents of the feedback might be negative, but it should be delivered constructively. Constructive feedback will lead to effective communication between the superior and subordinate. 9) Proper Media Selection: The managers should properly select the medium of communication. Simple messages should be conveyed orally, like: face to face interaction or meetings. Use of written means of communication should be encouraged for delivering complex messages. 10) Flexibility in meeting the targets: For effective communication in an organization the managers should ensure that the individuals are meeting their targets timely without skipping the formal channels of communication. There should not be much pressure on employees to meet their targets. 6) Non-Verbal Communication: A medium for communication that entails using cues via body language to convey message content. Facial expressions, body gestures, and voice intonation are forms of nonverbal communication. Importance Nonverbal communication represents two-thirds of all communication. Nonverbal communication strengthens a first impression in common situations like attracting a partner or in a business interview: impressions are on average formed within the first four seconds of contact. The five senses in the interaction: 83% sight, 11% hearing, 3% smell, 2% touch and 1% taste Functions of nonverbal communication

Express emotions Express interpersonal attitudes To accompany speech in managing the cues of interaction between speakers and listeners Self-presentation of one's personality Rituals (greetings)

1. Facial Expression Facial expressions are responsible for a huge proportion of nonverbal communication. Consider how much information can be conveyed with a smile or a frown. While nonverbal communication and behavior vary dramatically between cultures, the facial expressions for happiness, sadness, anger and fear are similar throughout the world. BENEFITS OF POSITIVE FACIAL EXPRESSION:

1. Add more meaning to what one says. 2. Enhance the effectiveness of verbal communication 3. One needs to be as expressive as possible RECOGNITION OF SOME FACIAL EXPRESSIONS: 1. Raising eyebrows: surprise 2. Lowering eyebrows: acceptance 3. Furrowed forehead: anger, displeasure 4. Eyes wide open: surprise 5. Open mouth: shock 2. Gestures Deliberate movements and signals are an important way to communicate meaning without words. Common gestures include waving, pointing, and using fingers to indicate numeric amounts. Other gestures are arbitrary and related to culture. 3. Paralinguistic

It is the study of variations in pitch, speed, volume, and pauses to convey meaning. Interestingly, when the speaker is making a presentation and is looking for a response, he will pause. However, when no response is desired, he will talk faster with minimal pause.

4. Body Language and Posture Posture and movement can also convey a great deal of information. The popular media have focused on the over-interpretation of defensive postures, arm-crossing, and leg-crossing. While these nonverbal behaviors can indicate feelings and attitudes, research suggests that body language is far more subtle and less definitive than previously believed. EXAMPLES: 1. *Approach: Forward looking and leaning toward postures which symbolize confidence, openness and warmth of personality 2. Withdrawal: Contrary to approach- These postures signify boredom and shyness

5. Proxemics It is the study of measurable distance between people as they interact. Example: the amount of personal space needed when having a casual conversation with another person usually varies between 18 inches to four feet. On the other hand, the personal distance needed when speaking to a crowd of people is around 10 to 12 feet 6. Eye Gaze Looking, staring and blinking can also be important nonverbal behaviors. When people encounter people or things that they like, the rate of blinking increases and pupils dilate. Looking at another person one can indicate a range of emotions, including hostility, interest and attraction. Important aspects of gaze:

Looking while talking: This establishes a rapport with the person listening. Looking while listening: This reciprocates the rapport established. Frequency of glance: This indicates involvement and how invested one is to the conversation. Patterns of fixation: This provides evidence as to where the attention lies. Pupil Dilation: This could often provide proof of interest and boredom.

7. Haptics Communicating through touch is another important nonverbal behavior. EXAMPLE: Baby monkeys raised by wire mothers experienced permanent deficits in behavior and social interaction. Touch can be used to communicate affection, familiarity, sympathy and other emotions. 8. Appearance The apparel that proclaimth the man -William Shakespeare Your physical appearance always contributes how people perceive you. Neatly combed hair, ironed clothes and a lively smile will always carry more weight than words. Remember, what we say is less important than how we say it as words are only 7% of our communication. One should understand and enjoy non verbal communication as it helps forming better first impressions.

7) Developing listening skills: To improve your communication skills, you must learn to listen effectively. Effective listening gives you an advantage and makes you more impressive when you speak. It also boosts your performance.

Instructions 1 Think about the difference between hearing and listening, and when you use each in everyday life. When you actually participate in a conversation, you are most likely listening to the speaker. When you are multi-tasking and someone speaks in the background, you most likely hear the speaker, but are not listening. Consider times in your life when you hear and listen to those around you. 2 Create a habit of focusing the person speaking to you. Keep your mind on the discussion at hand. Do not allow yourself to become distracted, because distraction prohibits effective listening. When you feel your mind drifting, force yourself to focus on the lecture or discussion at hand. 3 Practice listening to people. When you partake in a conversation with someone, pay attention to their words and body language. Make a conscious effort to retain information that the speaker shares with you. A few hours after the conversation, try to recall what the speaker said to you. If you retained the information well, you listened well. If you did not retain information, practice listening until you are able to retain information. 4 Become comfortable with being silent. Listening often involves staying quiet as someone else shares information. This can be uncomfortable for someone who enjoys sharing information, so remaining quiet may be a challenge at first. However, with time, listening silently will become more comfortable and enjoyable. 5 Prepare yourself to listen before attending a class or seminar that requires active listening. Eat a healthy, filling meal to avoid being distracted by hunger. Put away distractions like cell phones, books and laptops, unless these are present to help you with the class or seminar. Complete any pressing tasks before attending the meeting so you do not have to think about the tasks during the presentation

Effective Listening Skills Discover your interests field. Grasp and understand the matter/content. Remain calm. Do not lose your temper. Anger hampers and inhibits communication. Angry people jam their minds to the words of others.

Be open to accept new ideas and information. Jot down and take a note of important points. Work upon listening. Analyze and evaluate the speech in spare time. Rephrase and summarize the speakers ideas. Keep on asking questions. This demonstrates that how well you understand the speakers ideas and also that you are listening. Avoid distractions. Step into the shoes of others, i.e., put yourself in the position of the speaker and observe things from his view point. This will help creating an atmosphere of mutual understanding and improve the exchange of ideas in communication process. Characteristics of Good and Effective Listener A good listener: 1) Is attentive: Good listener must pay attention to the key points. He should be alert. He should avoid any kind of distraction. 2) Do not assume: Good listener does not ignore the information he considers is unnecessary. He should always summarize the speakers ideas so that there is no misunderstanding of thoughts of speakers. He avoids premature judgements about the speakers message. 3) Listen for feelings and facts: Good listener deliberately listens for the feelings of the speaker. He concentrates totally on the facts. He evaluates the facts objectively. His listening is sympathetic, active and alert. He keenly observes the gestures, facial expression and body language of the speaker. In short, a good listener should be projective (i.e. one who tries to understand the views of the speaker) and empathic (i.e. one who concentrates not only on the surface meaning of the message but tries to probe the feelings and emotions of the speaker). 4) Concentrate on the other speakers kindly and generously: A good listener makes deliberate efforts to give a chance to other speakers also to express their thoughts and views. He tries to learn from every speaker. He evaluates the speakers ideas in spare time. He focuses on the content of the speakers message and not on the speakers personality and looks. 5) Opportunizes: A good listener tries to take benefit from the opportunities arising. He asks Whats in it for me?

It must be noted that We listen at about an efficiency rate of 25 percent maximum, and we remember only about 50 percent of what is delivered during a ten minute speech/lecture/communication. 10) CHANNELS OF COMMUNICATION: In an organization, communication flows in 4 main directions1. Downward 2. Upward 3. Horizontal 4. Diagonal (diagram page no.8) Downward Flow of Communication: Communication that flows from a higher level in an organization to a lower level is a downward communication. In other words, communication from superiors to subordinates in a chain of command is a downward communication. This communication flow is used by the managers to transmit work-related information to the employees at lower levels. Employees require this information for performing their jobs and for meeting the expectations of their managers. Downward communication is used by the managers for the following purposes Providing feedback on employees performance Giving job instructions Communicating the organizations mission and vision to the employees. Highlighting the areas of attention.

Upward Flow of Communication: Communication that flows to a higher level in an organization is called upward communication. It provides feedback on how well the organization is functioning. The subordinates use upward communication to convey their problems and performances to their superiors. The subordinates also use upward communication to tell how well they have understood the downward communication. It can also be used by the employees to share their views and ideas and to participate in the decision-making process.

Complaint and Suggestion Box, Job Satisfaction surveys etc all help in improving upward communication. Other examples of Upward Communication are - employee attitude surveys, letters from employees, employee-manager discussions etc. Horizontal Communication: Communication that takes place at same levels of hierarchy in an organization is called horizontal communication, i.e., communication between peers, between managers at same levels or between any horizontally equivalent organizational member. The advantages of horizontal communication are as follows: It is time saving. It facilitates co-ordination of the task. It facilitates co-operation among team members. It provides emotional and social assistance to the organizational members. It helps in solving various organizational problems. It is a means of information sharing.

Diagonal Communication: Communication that takes place between a manager and employees of other workgroups is called diagonal communication. It generally does not appear on organizational chart. For instance - To design a training module a training manager interacts with Operation personnel to enquire about the way they perform their task.

13)VERBAL COMMUNICATION: Verbal communication is through the use of structured languages that operates by using words with established rules of grammar and syntax. It is divided into oral and written communication. ORAL COMMUNICATION: Oral communication implies communication through mouth. It includes individuals conversing with each other, be it direct conversation or telephonic conversation. Speeches, presentations, discussions are all forms of oral communication. Oral communication is generally recommended when the communication matter is of temporary kind or where a direct interaction is required. Face to face communication (meetings, lectures, conferences, interviews, etc.) is significant so as to build a rapport and trust. Advantages of Oral Communication: There is high level of understanding and transparency in oral communication as it is

interpersonal. There is no element of rigidity in oral communication. There is flexibility for allowing changes in the decisions previously taken. The feedback is spontaneous in case of oral communication. Thus, decisions can be made quickly without any delay. Oral communication is not only time saving, but it also saves upon money and efforts. Oral communication is best in case of problem resolution. The conflicts, disputes and many issues/differences can be put to an end by talking them over. Oral communication is an essential for teamwork and group energy. Oral communication promotes a receptive and encouraging morale among organizational employees. Oral communication can be best used to transfer private and confidential information/matter.

Disadvantages/Limitations of Oral Communication Relying only on oral communication may not be sufficient as business communication is formal and very organized. Oral communication is less authentic than written communication as they are informal and not as organized as written communication. Oral communication is time-saving as far as daily interactions are concerned, but in case of meetings, long speeches consume lot of time and are unproductive at times. Oral communications are not easy to maintain and thus they are unsteady. There may be misunderstandings as the information is not complete and may lack essentials. Oral communication (such as speeches) is not frequently used as legal records except in investigation work. WRITTEN COMMUNICATION: Written communication has great significance in todays business world. It is an innovative activity of the mind. Effective written communication is essential for preparing worthy promotional materials for business development. Speech came before writing. But writing is more unique and formal than speech. Effective writing involves careful choice of words, their organization in correct order in sentences formation as well as cohesive composition of sentences. Also, writing is more valid and reliable than speech. But while speech is spontaneous, writing causes delay and takes time as feedback is not immediate. Advantages of Written Communication Written communication helps in laying down apparent principles, policies and rules for running of an organization.

It is a permanent means of communication. Thus, it is useful where record maintenance is required. It assists in proper delegation of responsibilities. While in case of oral communication, it is impossible to fix and delegate responsibilities on the grounds of speech as it can be taken back by the speaker or he may refuse to acknowledge. Written communication is more precise and explicit. Effective written communication develops and enhances an organizations image. It provides ready records and references. Legal defenses can depend upon written communication as it provides valid records. Disadvantages of Written Communication: Written communication does not save upon the costs. It costs huge in terms of stationery and the manpower employed in writing/typing and delivering letters. Also, if the receivers of the written message are separated by distance and if they need to clear their doubts, the response is not spontaneous. Written communication is time-consuming as the feedback is not immediate. The encoding and sending of message takes time. Effective written communication requires great skills and competencies in language and vocabulary use. Poor writing skills and quality have a negative impact on organizations reputation. Too much paper work and e-mails burden is involved.

11) Listening Barriers in Communication 1) Physiological Barriers: Hearing deficiencies can definitely create a barrier to listening. Physiological barriers that hamper our ability to listen are hearing deficiencies and rapid thought processing. A person who has difficulty in hearing will either miss critical information or will be so focused on trying to hear the words that his energy is diverted from processing it. Rapid thought processing involves trying to process the information too quickly.

2) PHYSICAL BARRIERS: It includes noise, discomfort, distractions etc. E.g. Environmental Barriers If you've ever tried to listen to a speaker in an auditorium when the air conditioning system failed on a hot summer day, you know how challenging it was to pay attention when your body was uncomfortable. This is known as an "environmental barrier," and it can significantly hamper your ability to listen to someone, since you're distracted by your own discomfort. 3) Psychological Barriers: As listening is a purposeful activity any psychological or emotional turbulence or disturbance can prove to be a barrier to effective listening. It leads to lack of interest and concentration. 4) Cultural barriers: Cultural accents can create listening barriers. If you travel to a foreign country and native speakers converse with you in English, you should be able to understand them, right? Odds are, you'll find it difficult. Part of the reason is that their English is spoken with a heavy cultural accent that still sounds foreign to you. The longer you're in the country, the more attuned you become to this accent and can decode the information more easily. Other cultural differences include the use of pauses and even the rate or flow of conversation. 5) Linguistic Barriers: While decoding an oral message the listener should concentrate on the linguistic code. If speaker uses ambiguous language or jargons, it will definitely lead to communication breakdown.

WAYS TO OVERCOME BARRIERS TO LISTENING: 1 Stop prejudging. Prejudging happens when you are in contention with the message or the messenger. The speaker may not be your favorite person or the message being delivered may not agree with your values, but do not let these be reasons to stop you from listening actively. Practice straightforward listening to overcome this barrier: Shut down your emotional attachment to your personal beliefs for a while. Realize that your opinion is just

one of the many views, and so is the speaker's. Be curious about what the person has to say. And if your problem is the messenger, go beyond your dislike and just listen to what he has to say and you may even find it useful. 2 Minimize physical distractions. Block audible noises; keep your cell phone on vibration or shut off your email indicator. It may not be possible to shut down out-of-control elements such as noises from nearby construction site or the interior dcor of the meeting room, but, if possible, choose a room that you are comfortable with and that is away from noises.

3 Cut off mental distractions. If you are busy talking to yourself in your mind wording your next argument or response, then you are hardly listening. Stop talking to yourself and give rapt attention to the speaker. Listening to someone criticizing the speaker while he is talking is also a distraction. Avoid paying attention to such criticisms and give your attention to the message being delivered. 4 Practice effective listening. Sit straight, look into the eyes of the speaker and focus on what she is saying. Shut down your prejudices and distractions. Pay attention to her words and body language as well to get the real message. See the situation from her point of view and imagine how you would feel. Ask questions; you not only get clarifications but also convey to the speaker that you are really listening to what she is saying. 12) TYPES OF LISTENING Notes Page 8 14 and 15 CE classwork 16) Ashraf Rizvi page-11 17) Non verbal communication importance

Nonverbal communication encompasses numerous modes of expression. Physical examples include posture, gestures, eye contact, touch, physiological responses (such as clammy hands or a sweaty brow) and manner of movement. Clothing and adornment choices can also be a form of nonverbal communication. Because business often involves frequent human interaction, understanding the elements of nonverbal communication can be an

enormous benefit in terms of working with colleagues, competitors, clients and potential clients.

Uses Knowledge of nonverbal communication in business plays two roles. Managers use nonverbal communication to effectively lead other employees and team members. And team members in the business, whether they realize it or not, use nonverbal cues to communicate information to individuals outside the business, whether theyre clients, competitors or colleagues in a complementary industry. Effects In business, nonverbal communication can affirm or belie the words actually being spoken. Communication can be hindered when nonverbal cues seem to contradict whats being said. When verbal and nonverbal communication messages act in concert, information is communicated more effectively. Related Reading: Importance of Written Communication in Business Examples Nonverbal communication in business occurs on a daily basis. Cooperating people tend to sit side by side, while competitors will frequently face one another. Crossed legs or folded arms during a business meeting may signify relaxation or resistance to the ideas being presented. Eye contact with a speaker during a business meeting communicates interest, and a manager in a company may maintain eye contact longer than a subordinate employee does. Tactile communication can help or hinder business interactions. A firm handshake might be interpreted as confidence, while other physical touches, such as a lingering touch on the shoulder, might be seen as invasive of personal space. Benefits Business owners can gain from learning about nonverbal communication and its potential benefits. Nonverbal communication can increase the opportunity to interact with colleagues, competitors, clients and potential clients through avenues outside of explicit word choice. Posture, vocal tone and eye contact can deliver subtle messages that reinforce whats being said to convey consistency and trustworthiness. Another benefit is that nonverbal communication can help demonstrate confidence, enthusiasm and professionalism through attire choice, active listening cues and the ability to present a message. Nonverbal communication can play a special role in international

business settings, where even with the aid of translators there may be a natural wariness about the accuracy of intentions, details or offers revealed. Approaches Practice beneficial nonverbal communication through effective eye contact while giving a presentation to large groups of people by alternating various approaches. Scan the audience, make eye contact with different areas of the audience or make four- to five-second eye contact with individual audience members. Rather than standing in one spot during the presentation, stroll around the stage naturally. 19) Notes page 7 20) Three components of listening: At this late date in the semester, students in panic mode rush to see you and try to explain why they are so worried about their work, your class, and their lives. Many realize that what they say probably won't change their grade but they are desperate to be heard. Sometimes knowing they are being heard can lower students' stress levels. Truly listening can also give instructors a better picture of who students are and how we can help them. But truly listening isn't easy. Studies show that 75% of oral communication is ignored or misunderstood. One explanation for this phenomenon is the difference between hearing and listening. Hearing is the physical act of the body receiving sounds, a process that occurs even as we sleep. Listening, however, is an active process that requires us to pay attention to what is being heard and understand what is being said. Effective communication between two people happens when the listener interprets and understands what the speaker is saying. To become an effective, or active, listener takes work. Take these steps so that you can hear what students have to say and strengthen your own listening skills:

Pay attention Dont let external distractions, such as the students previous behavior in class, cause you to lose focus from what he/she is saying. Avoid the trap of thinking about how you will respond instead of truly listening while the student is talking to you. Demonstrate you are listening Give verbal cues that you are listening or use non-verbal cues such as eye contact or body language. Prove that you are really listening by asking questions that build on what was said or by restating what you heard to be sure you have understood the speaker correctly. Exhibit respect Avoid the urge to interrupt. Let yourself be open to what the student is saying, acknowledging his/her feelings and beliefs. This doesn't mean that you have to give up on your own feelings and beliefs respect yourself as well

TWO MARKS: 1) Refer Q.2

3) Role of silence in communication: Silence is not merely the absence of sound. It is a statement in itself and conveys meaning in communication. Covino discusses only one aspect of silence, the silence that can be taken for agreement. Silence might signify something quite different in another context. We can find many instances in which silence denotes agreement, but we can also find instances in which silence denotes anger, disagreement, an attempt at self-control, fear, and a wide variety of other emotions. Silence communicates something different according to when and where the silence takes place. 4) Technical Communication: Technical communication is the process of communicating a specific message to a specific audience with a specific purpose. The repetition of the word specific indicates the special nature of technical communication. It is the need based specific characteristic of technical communication that makes it different from general or literary communication. Technical communication is the central factor in the emerging knowledge society, where technocrats and professionals in different areas face new competition challenges. 5) Oral communication: ORAL COMMUNICATION: Oral communication implies communication through mouth. It includes individuals conversing with each other, be it direct conversation or telephonic conversation. Speeches, presentations, discussions are all forms of oral communication. Oral communication is generally recommended when the communication matter is of temporary kind or where a direct interaction is required. Face to face communication (meetings, lectures, conferences, interviews, etc.) is significant so as to build a rapport and trust. Advantages of Oral Communication: There is high level of understanding and transparency in oral communication as it is interpersonal. There is no element of rigidity in oral communication. There is flexibility for allowing changes in the decisions previously taken. The feedback is spontaneous in case of oral communication. Thus, decisions can be made quickly without any delay. Oral communication is not only time saving, but it also saves upon money and efforts. Oral communication is best in case of problem resolution. The conflicts, disputes and many issues/differences can be put to an end by talking them over. Oral communication is an essential for teamwork and group energy. Oral communication promotes a receptive and encouraging morale among organizational employees. Oral communication can be best used to transfer private and confidential

information/matter.

6) Encoding: It is the process of changing the information into some form of logical and coded message. The encoding process is based on the purpose of communication and the relation between the sender and the receiver. Sender / Encoder are a person who sends the message. A sender makes use of words and gestures to convey the message and produce the required response. For instance When a training manager is conducting training for new batch of employees, the sender may be an individual or a group or an organization. The views, background, approach, skills, competencies, and knowledge of the sender have a great impact on the message. The verbal and non verbal symbols chosen are essential in ascertaining interpretation of the message by the recipient in the same terms as intended by the sender. 7) Types of listening notes ,page 8 8) Brevity: Brevity is the quality of being brief but comprehensive in expression. You must try to be as brief as possible and give maximum information in the minimum number of words possible .Nobody has the time to read or listen to long and dull discourses . Lengthy documents or speeches and presentations with unnecessary details bore readers or listeners. A document can be made brief and concise by avoiding wordiness and repetition. Brevity can be achieved by avoiding wordiness and repetition. Examples: Phrase At a low ebb Wordy style A computer performs several important functions, which include performing fast and accurate calculations. 9)Communication: The word communication has its origin from the Latin word Communicare which means to share, to impart, to participate or to commune, its literal meaning is giving or sharing Word substitution exhausted Concise style A computer performs fast and accurate calculations.

information. Communication is the process by which people exchange meanings, facts, ideas, opinions or emotions with one another. Definitions of communication: 1) It is an act of interaction involving two or more persons. 2) It is an act of putting across ones views to the other. 3) It is an act of sharing ideas, views etc. 4) It is a way of reaching out to people. 10) Barriers to communication:

3) Barriers to communication: Barrier: Barriers to communication can be anything that distorts/ prevents a message from being properly sent/ received.

1. Perceptual Differences: For example : A person is on leave for a month due to personal reasons (family member being critical). The HR Manager might be in dilemma whether to retain that employee or not, the manager might think of replacement because his teams productivity is being hampered, whereas the family members might take him as an emotional support. 2. Linguistic differences: For example: Same word may mean different to different individuals. For example: consider a word value. What is the value of this Laptop?

I value our relation? What is the value of learning technical skills? Value means different in different sentences. Communication breakdown occurs if there is wrong perception by the receiver. 3. Physical barriers: . External factor-example: Distraction/Noise: Communication is affected a lot by noise to distractions. Use of loud speakers interferes with communication. Internal factor-example: Poor lighting: The frequency of this barrier is very low in oral communication. Because of this barrier the reader or receiver of the message will get more distractions in written communication. 4.Psychological barriers: Emotions: Emotional state at a particular point of time also affects communication. If the receiver feels that communicator is angry he interprets that the information being sent is very bad. While he takes it differently if the communicator is happy and jovial (in that case the message is interpreted to be good and interesting). 5. Organizational barrier: It includes: a. Work related hassles. b. Lack of cooperation. c. Attitudinal problems. d. Excess workload and pressure For instance, people are likely to make errors when they became overwhelmed or revamped with too much information. 6. Cultural barriers: People from different region and cultures often differ widely in their assumptions, work relationship and organizational operations. This barrier includes customs, values, and beliefs,

sense of time, social conduct, language, being ethnocentric, and belief in the stereotype. For instance, in some cultures we are not supposed to sit before the elders. 7. Intrapersonal barriers: It includes false beliefs, rigid attitude, bias, false assumptions etc. 8. Interpersonal barriers: It includes poor listening skills, poor communication skills, poor vocabulary skills, inadequate subject knowledge etc. 9. Poor retention: Human memory cannot function beyond a limit. One cant always retain what is being told if he is uninterested or inattentive. This leads to communication breakdown.

11) Importance of communication: 1) Communication promotes motivation by informing and clarifying the employees about the task to be done, the manner they are performing the task, and how to improve their performance if it is not up to the mark. 2) Communication is a source of information to the organizational members for decisionmaking process as it helps in identifying and assessing alternative course of actions. 3) Communication also plays a crucial role in altering individuals attitudes, i.e., a well informed individual will have better attitude than a less-informed individual. Organizational magazines, journals, meetings and various other forms of oral and written communication help in moulding employees attitudes. 4) Communication also helps in socializing. In todays life only the presence of another individual foster communication. It is also said that one cannot survive without communication. In todays scenario, it is must that one should be articulate, expressive and communicative expressing oneself fluently, clearly and coherently in order to attain the zenith of success. 12) Rizvi page 59 13) Notes page 8 14) Eye contact:

Looking, staring and blinking can also be important nonverbal behaviors. When people encounter people or things that they like, the rate of blinking increases and pupils dilate. Looking at another person one can indicate a range of emotions, including hostility, interest and attraction. Important aspects of gaze:

Looking while talking: This establishes a rapport with the person listening. Looking while listening: This reciprocates the rapport established. Frequency of glance: This indicates involvement and how invested one is to the conversation. Patterns of fixation: This provides evidence as to where the attention lies. Pupil Dilation: This could often provide proof of interest and boredom.

15) Body language: Posture and movement can also convey a great deal of information. The popular media have focused on the over-interpretation of defensive postures, arm-crossing, and leg-crossing. While these nonverbal behaviors can indicate feelings and attitudes, research suggests that body language is far more subtle and less definitive than previously believed. EXAMPLES: 1. *Approach: Forward looking and leaning toward postures which symbolize confidence, openness and warmth of personality 2. Withdrawal: Contrary to approach- These postures signify boredom and shyness 16) VERBAL COMMUNICATION: Verbal communication is through the use of structured languages that operates by using words with established rules of grammar and syntax. It is divided into oral and written communication. ORAL COMMUNICATION: Oral communication implies communication through mouth. It includes individuals conversing with each other, be it direct conversation or telephonic conversation. Speeches, presentations, discussions are all forms of oral communication. Oral communication is generally recommended when the communication matter is of temporary kind or where a direct interaction is required. Face to face communication (meetings, lectures, conferences, interviews, etc.) is significant so as to build a rapport and trust.

WRITTEN COMMUNICATION:

Written communication has great significance in todays business world. It is an innovative activity of the mind. Effective written communication is essential for preparing worthy promotional materials for business development. Speech came before writing. But writing is more unique and formal than speech. Effective writing involves careful choice of words, their organization in correct order in sentences formation as well as cohesive composition of sentences. Also, writing is more valid and reliable than speech. But while speech is spontaneous, writing causes delay and takes time as feedback is not immediate. 17) ABC of communication: Accuracy: It includes accuracy of information as well as expression. One must assure oneself of the accuracy of information before communicating. Accuracy of information demands that there should be no errors of grammar, spelling, punctuation, accent and non-verbal mannerisms. Accuracy of expression also demands precision in the use of words, sentences, phrases and paragraphs. Difficult words trenchantly ignite Simple words vigorously catch

Brevity: Brevity is the quality of being brief but comprehensive in expression. You must try to be as brief as possible and give maximum information in the minimum number of words possible .Nobody has the time to read or listen to long and dull discourses . Lengthy documents or speeches and presentations with unnecessary details bore readers or listeners. A document can be made brief and concise by avoiding wordiness and repetition. Brevity can be achieved by avoiding wordiness and repetition. Examples: Phrase At a low ebb Wordy style A computer performs several important functions, which include performing fast and accurate calculations. Clarity: Clarity in communication is the quality of being unambiguous and easily understands. Since clarity is the art of making our meaning clear to our audience. Clarity involves both clarity of expression as well as clarity of thought. To achieve clarity we do not use indirect Word substitution exhausted Concise style A computer performs fast and accurate calculations.

expression. We should use specific words and phrases. We should avoid exaggeration, artificial eloquence and ornamentation, instead we can use different sentences. 18) Fluency: Fluency refers to an act of uttering words smoothly without any unnecessary pauses and repetition. It is achieved by grammar and good vocabulary. 19) Posture: Posture refers to a persons walk, look which indicates ones personality. Postures reflect ones self-confidence and maturity. Example: Posture Drooping shoulders Indication Exasperation