COMMUNICATION SKILLS

What do we mean by Communication? Communication is a process of transferring information from one entity to another. sign-mediated interactions between at least two agents which share a repertoire of signs & semiotic rules.

Communication is commonly defined as "the imparting or interchange of thoughts, opinions, or information by speech, writing, or signs".

Communication has been defined in different ways as:

A transactional process that involves an exchange of ideas, information, feelings, attitudes, or beliefs and impressions. A multi involves - level process in an organization because it involves the organizational hierarchy, from top to bottom and across horizontal level.

A cultural interaction with people in groups for conversing and sharing ideas in social gatherings A disseminating process that involves passing on of information to masses through the media An interaction process with the corporate A transformational process that motivates and fosters growth and mutual understanding

A dynamic process that challenges what you say and how you say at that particular moment. A mental/psychological process of talking to oneself in mind.

More than what we communicate, how we communicate is more crucial for the success rate of communication. Peter Drucker identified four fundamentals based on nature of process:
Communication is perception Communication is Expectation Communication makes demand Communication and information are different

Communication skills
Communication skills is the set of skills that enables a person to convey information so that it is received and understood. Communication skills refer to the repertoire of behaviors that serve to convey information for the individual.

It is the ability to effectively communicate with clients, colleagues, subordinates, and supervisors in professional manner and in the personal department.
Communication skills is generally understood to be the art or technique of persuasion through the use of oral language and written language.

Why communications skills are so important:

to get your message across to others. This process leaves room for error, with messages often misinterpreted causes unnecessary confusion and counter productivity. In fact, a message is successful only when both the sender and the receiver perceive it in the same way.

Every platform for communicating is a communication event includes

formal meeting, seminars, workshops, trade fairs, etc.

Then there are the communication media such as

radio, TV, newspapers,

etc.

The communication technologies include

pagers, phones,

etc.

The communication professionals include advertisers, journalists, camera crew, etc.

Communication is thus a process by which meaning is assigned and conveyed in an attempt to create shared understanding. This process requires a vast repertoire of skills in interpersonal processing, listening, observing, speaking, questioning, analyzing, gestures and evaluating. Communication skills is the ability to use language (receptive) and express (expressive) information

History
The word communication has been derived from the Lattin word communis, meaning comman. Over time, technology has progressed and has created new forms of and ideas about communication.

These technological advances revolutionized the processes of communication. Researchers have divided how communication was transformed into three revolutionary stages:
In

the 1st Information Communication Revolution, the first written communication began, with pictographs. These writings were made on stone, which were too heavy to transfer. During this era, written communication was not mobile, but nonetheless existed.

 In

the 2nd Information Communication Revolution, writing began to appear on paper, papyrus, clay, wax, etc. Common alphabets were introduced, allowing the uniformity of language across large distances. Much later the Gutenberg printing-press was invented. Gutenberg created this printing-press after a long period of time in the 15th century.

 Now

writings were able to be transferred for others across the world to view. Written communication is now storable, and portable.

In

the 3rd Information Communication Revolution, information can now be transferred via controlled waves and electronic signals.

Human communication
Human spoken and written languages can be described as a system of symbols and the grammars by which the symbols are manipulated. Most human languages use patterns of sound or gesture for symbols which enable communication with others around them. There are thousands of human languages, and these seem to share certain properties, even though many shared properties have exceptions.

Nonhuman communication
Communication is not limited to humans, Every information exchange between living organisms i.e. transmission of signals involving a living sender and receiver can be considered a form of communication. Thus, there is the broad field of animal communication, which encompasses most of the issues in ethology. Also very primitive animals such as corals are competent to communicate.

On a more basic level, there is cell signaling, cellular communication, and chemical communication between primitive organisms like bacteria, and within the plant and fungal kingdoms. This is quite evident as humans are able to communicate with animals, especially dolphins and other animals used in circuses. However, these animals have to learn a special means of communication.

Communication Process
Communication is a process whereby information is enclosed in a package and is channeled and imparted by a sender to a receiver via some medium. The receiver then decodes the message and gives the sender a feedback. All forms of communication require a sender, a message, and a receiver. Communication requires that all parties have an area of communicative commonality.

The stages of communication process consist of sender, message, channel, receiver, feedback and context and have the potential to create misunderstanding and confusion.

Sender...
To

establish yourself as an effective communicator, display knowledge of the subject, the audience and the context in which the message is delivered. You must also know audience (individuals or groups to which you are delivering your message); Failure to understand who you are communicating to will result in delivering messages that are misunderstood.

Message...
Next,

consider the message itself. Written, oral and nonverbal communications are effected by the senders tone, method of organization, validity of the argument, what is communicated and what is left out, as well as your individual style of communicating. Messages also have intellectual and emotional components, with intellect allowing us the ability to reason and emotion allowing us to present motivational appeals, ultimately changing minds and actions.

Channel...
Messages

are conveyed through channels, with verbal including face-to-face meetings, telephone and videoconferencing; and written including letters, emails, memos and reports.

Receiver...
these messages are delivered to an audience one will have in mind the actions or reactions expected from this audience. However, audience also enters into the communication process with ideas and feelings that will undoubtedly influence their understanding of sender's message and their response.
When

Feedback...
Audience

will provide with feedback, verbal and nonverbal reactions to communicated message. Close attention Must be paid to this feedback as it is crucial to ensuring the audience understood the message.

Context...
The

situation in which message is delivered is the context. This may include the surrounding environment or broader culture (i.e. corporate culture, international cultures, etc.).

Removing barriers at all these stages

To

deliver messages effectively, one must commit to breaking down the barriers If your message is too lengthy, disorganized, or contains errors, you can expect the message to be misunderstood and misinterpreted.

 Use

of poor verbal and body language can also confuse the message. delivering too much information too fast will result in less information received or understood.

Also

Do

consider audiences culture, making sure you can converse and deliver message to people of different backgrounds and cultures within own organization, in this country and even abroad.

Thus A communication process comprises the following elements:

The

sender The sender has an idea The sender encodes the idea into a message The message travels through the channel Noise in the transmission process The receiver gets the message The receiver decodes the message The receiver provides the feedback The frame of reference of the sender and the receiver The context of the receiver

The communication is the process by which

Information, ideas,opinions, views, attitudes feelings, beliefs, message are conveyed, passed on, exchanged, shared

By/to

Transmitter (Tx) Sender Receiver (Rx) Listener

Is effective only when it

Reflects in the Mind of Rx As a True Image of the thoughts conveyed by the Tx

For the Receiving and Understanding of the Message

Communication major dimensions scheme

Communication code scheme

Linear Communication Model Source Receiver Source Receiver

Interactional Model of Communication Source Receiver Receiver Source

Berlo's Sender-Message-Channel-Receiver Model of Communication

Transactional Model of Communication

Communication includes acts that confer knowledge and experiences, give advice and commands, and ask questions. These acts may take many forms, in one of the various manners of communication. The form depends on the abilities of the group communicating. The target can be oneself, another person or being, another entity (such as a corporation or group of beings).

Communication can be seen as processes of information transmission governed by three levels of semiotic rules:
properties of signs and symbols), Pragmatic (concerned with the relations between signs/expressions and their users) and Semantic study of relationships between signs and symbols and what they represent).
syntactic(formal

Therefore, communication is social interaction where at least two interacting agents share a common set of signs and a common set of semiotic rules.

Social scientists Claude Shannon and Warren Weaver structured the model based on the following elements:
An

information source, which produces a message. A transmitter, which encodes the message into signals A channel, to which signals are adapted for transmission A receiver, which 'decodes' (reconstructs) the message from the signal. A destination, where the message arrives

Shannon and Weaver argued that there were three levels of problems for communication within this theory.
The

technical problem: how accurately can the message be transmitted? The semantic problem: how precisely is the meaning 'conveyed'? The effectiveness problem: how effectively does the received meaning affect behavior?

In the presence of Communication Noise" on the transmission channel (air, in this case), reception and decoding of content may be faulty, may not achieve the desired effect. In any communication model, noise is interference with the decoding of messages sent over a channel by an encoder.

Communication Noise

Environmental Noise: Noise that physically disrupts communication, such as standing next to loud speakers at a party, or the noise from a construction site next to a classroom making it difficult to hear the professor.

Physiological-Impairment Noise: Physical maladies that prevent effective communication, such as actual deafness or blindness preventing messages from being received as they were intended.

Semantic Noise: Different interpretations of the meanings of certain words. For example, the word "sea" can be interpreted as an ocean or as a verb see. Syntactical Noise: Mistakes in grammar can disrupt communication, such as abrupt changes in verb tense during a sentence.

Organizational Noise: Poorly structured communication can prevent the receiver from accurate interpretation. For example, unclear and badly stated directions can make the receiver even more lost.

Cultural Noise: Stereotypical assumptions can cause misunderstandings, such as unintentionally offending Jews by wishing them a "Merry Christmas. Psychological Noise: Certain attitudes can also make communication difficult. For instance, great anger or sadness may cause someone to lose focus on the present moment.

Types of communication
There are three major parts in human face to face communication which are body language, voice tonality, and words. According to the research:
55%

of impact is determined by body language postures, gestures, and eye contact, 38% by the tone of voice, and 7% by the content or the words used in the Communication Process

System of signals, such as voice sounds, intonations or pitch, gestures or written symbols which communicate thoughts or feelings.

Thayer has divided the functions of communication into four specific categories:
The

information function: The command and Instructive function The influence and persuasion Function The integrative Function

7 Cs of effective communication:
Courtesy Clarity Conciseness Concreteness Correctness Consideration Completeness

Communication is generally classified into a couple of types. The classifications include: Verbal and non-verbal Technological and non-technological Mediated and non-mediated Participatory and non-participatory

Verbal Communication
the term verbal, meaning of or concerned with words, When we speak (or listen), our attention is focused on words rather than body language. But our judgment includes both. An audience is simultaneously processing both verbal and nonverbal cues. Body movements are not usually positive or negative in and of themselves; rather, the situation and the message will determine the appraisal.

Nonverbal communication Nonverbal is the process of communicating through sending and receiving wordless messages. Such messages can be communicated through gesture, body language or posture; facial expression and eye contact, object communication such as clothing, hairstyle or even architecture, or symbols and info graphics, as well as through an aggregate of the above, such as behavioral communication.

Speech contains nonverbal elements known as paralanguage including voice quality, emotions and speaking style, as well as rhythm intonation and stress. Likewise, written texts have nonverbal elements such as handwriting style, spatial arrangement of words, or the use of emoticons. Nonverbal communication plays a key role in every person's day to day life, from employment to personal engagements.

However, much of the study of nonverbal communication has focused on face-to-face interaction, where it can be classified into three principal areas:
environmental

conditions where communication takes

place, the physical characteristics of the communicators, and behaviors of communicators during interaction

The importance of non-verbal communication

Its not always just what you say. Its also how you say it taking into account
your

eyes, your posture, your overall body language, even your appearance at the time the communication is exchanged, and the voice in which you offer the exchange.

In verbal communication, an active dialogue is engaged with the use of words. At the same time, however, non-verbal communication takes place, relying on nonverbal cues, such as gestures, eye contact, facial expressions, even clothing and personal space. others strongly influence interpretation of messages, including how the message is delivered. This means paying close attention to your tone of voice, even your voice's overall loudness and its pitch. If, during your meeting, participants begin to doodle or chat amongst themselves, they are no longer paying attention to you: Your message has become boring or your delivery is no longer engaging.

Once again, you need to be mindful of cultural differences when using or interpreting nonverbal cues. For instance, the handshake that is so widely accepted in Western cultures as a greeting or confirmation of a business deal is not accepted in other cultures, and can cause confusion.

Categories
G. W. Porter divides non-verbal communication into four broad categories: Physical. This is the personal type of communication. It includes facial expressions, tone of voice, sense of touch, sense of smell, and body motions. Aesthetic. This is the type of communication that takes place through creative expressions: playing instrumental music, dancing, painting and sculpturing.

Signs. This is the mechanical type of communication, which includes the use of signal flags, the 21-gun salute, horns, and sirens. Symbolic. This is the type of communication that makes use of religious, status, or ego-building symbols.

Features
Static Features
Distance. Orientation. Posture Physical

Contact.

 Distance.

The distance one stands from another frequently conveys a non-verbal message. In some cultures it is a sign of attraction, while in others it may reflect status or the intensity of the exchange. People may present themselves in various ways: face-to-face, side-to-side, or even back-to-back. For example, cooperating people are likely to sit sideby-side while competitors frequently face one another.

Orientation.

Posture
Posture can be used to determine a participants degree of attention or involvement, the difference in status between communicators, and the level of fondness a person has for the other communicator. Studies investigating the impact of posture on interpersonal relationships suggest that mirrorimage congruent postures, where one persons left side is parallel to the others right side, leads to favorable perception of communicators and positive speech;

a person who displays a forward lean or a decrease in a backwards lean also signify positive sentiment during communication. Posture is understood through such indicators as direction of lean, body orientation, arm position, and body openness.

 Physical

Contact. Shaking hands, touching, holding, embracing, pushing, or patting on the back all convey messages. They reflect an element of intimacy or a feeling of (or lack of) attraction.

Dynamic Features
Expressions. Gesture Looking
Facial

Facial Expressions.
A smile, frown, raised eyebrow, yawn, and sneer all convey information. Facial expressions continually change during interaction and are monitored constantly by the recipient. There is evidence that the meaning of these expressions may be similar across cultures.

Gesture
A gesture is
non-vocal bodily movement intended to express meaning, in which visible bodily actions are used to communicate particular messages.
a

They may be articulated with

hands, arms or body, and also include movements of the head, face and eyes, such as winking, nodding, or rolling ones' eyes.
the

Gesture can also be categorized as either

speech-independent

or

speech-related.

Speech-independent gestures are dependent upon culturally accepted interpretation and have a direct verbal translation. A wave hello or a peace sign are examples of speech-independent gestures.

Speech related gestures are used in parallel with verbal speech; this form of nonverbal communication is used to emphasize the message that is being communicated. provides supplemental information to a verbal message.

 Looking.

A major feature of social communication is eye contact.  It can convey emotion, signal when to talk or finish, or aversion.  The frequency of contact may suggest either interest or boredom.


Body language
Understanding body language
The

technique of "reading" people is used frequently.

For

example, the idea of mirroring body language to put people at ease is commonly used in interviews.

Physical expression
Physical expressions like waving, pointing, touching and slouching are all forms of nonverbal communication. The study of body movement and expression is known as kinesics. Humans move their bodies when communicating because, it helps "ease the mental effort when communication is difficult."

Physical expressions reveal many things about the person using them. For example, gestures can emphasize a point or relay a message, posture can reveal boredom or great interest, and touch can convey encouragement or caution.

One of the most basic and powerful body-language signals is when a person crosses his or her arms across the chest This can indicate that a person is putting up an unconscious barrier between themselves and others it can mean that a person is thinking deeply about what is being discussed. But in a serious or confrontational situation, it can mean that a person is expressing opposition.

Eye Contact helps regulate the flow of communication. It signals interest in others. Furthermore, eye contact with the audience increases the speaker's credibility. It is also an important part of effective team communication skills.

Consistent eye contact can indicate that a person is thinking positively of what the speaker is saying. also mean that the other person doesn't trust the speaker enough to "take his eyes off" the speaker Lack of eye contact can indicate negativity.

Eye contact can also be a secondary and misleading gesture because cultural norms about it vary widely. If a person is looking at you, but is making the arms-across-chest signal, the eye contact could be indicative that something is bothering the person, and that he wants to talk about it.

Disbelief is often indicated by averted gaze, or by touching the ear or scratching the chin. Boredom is indicated by the head tilting to one side, or by the eyes looking straight at the speaker but becoming slightly unfocused.

Interest can be indicated through posture or extended eye contact, such as standing and listening properly. Excessive blinking is a well-known indicator of someone who is lying.

Role of Physical Environment in Communication

Environmental factors affect the behavior of communicators during interaction. such as
furniture,

architectural style, interior decorating, lighting conditions, colors, temperature, noise, and music.

The furniture itself can be seen as a nonverbal message.

Proxemics is the study of how people use and perceive the physical space around them. The space between the sender and the receiver of a message influences the way the message is interpreted.

Research has revealed that there are four different zones of interpersonal space.
The

first zone is called intimate distance and ranges from touching to about eighteen inches (46 cm) apart.

Intimate

distance is the space around us that we reserve for children, as well as close family members and friends.

 The

second zone is called personal distance and begins about an arm's length away; starting around eighteen inches (46 cm) from our person and ending about four feet (122 cm) away. use personal distance in conversations with friends, to chat with associates, and in group discussions.

We

 The

third zone of interpersonal space is called social distance and is the area that ranges from four to eight feet (1.2 m - 2.4 m) away from you. distance is reserved for strangers, newly formed groups, and new acquaintances.

Social

The fourth identified zone of space is public distance and includes anything more than eight feet (2.4 m) away from you. This zone is used for speeches, lectures, and theater; essentially, public distance is that range reserved for larger audiences

Chronemics
Chronemics is the study of the use of time in nonverbal communication. The way we
perceive

time, structure our time and react to time is

a powerful communication tool, and helps set the stage for communication.

Time perceptions include

punctuality

and willingness to wait, the speed of speech and how long people are willing to listen.

The timing and frequency of an action as well as the tempo and rhythm of communications within an interaction contributes to the interpretation of nonverbal messages.

Gudykunst & Ting-Toomey identified 2 dominant time patterns: Monochronic time schedule (M-time):
Time is seen as being very important and it is characterized by a linear pattern where the emphasis is on the use of time schedules and appointments. Time is viewed as something that can be controlled or wasted by individuals, and people tend to do one thing at a time. The M-pattern is typically found in North America and Northern Europe .

Poly chronic Time Schedule(P-time):

Personal

involvement is more important than schedules where the emphasis lies on personal relationships rather than keeping appointments on time. is the usual pattern that is typically found in Latin America and the Middle East

This

Human position
Human position refers to a position of a Human Body. position is a general term for a configuration of the human body posture means the intentionally or habitually assumed position pose implies artistic or aesthetic intention of the position bearing refers to the manner, of the posture, as well as of gestures and other aspects of the conduct

Haptics
Haptics is the study of touching as nonverbal communication. defined as communication include a firm handshake, holding hands, back slapping, , a pat on the shoulder, and brushing an arm. We communicate a great deal through touch.

Voice
We communicate with our voices, even when we are not using words. Nonverbal speech sounds such as tone, pitch, volume, inflection, rhythm, and rate are important communication elements. When we speak, other people read our voices in addition to listening to our words.

Functions of nonverbal communication

there are five primary functions of nonverbal bodily behavior in human communication:
Express

emotions Express interpersonal attitudes To accompany speech in managing interaction Self-presentation of ones personality Rituals (greetings)

The relation between verbal and nonverbal communication

The meaning is communicated verbally, and also non-verbally the combined effect is a weighted sum of their independent effects

Interaction of verbal and nonverbal communication

When communicating, nonverbal messages can interact with verbal messages in six ways:
repeating,

conflicting, complementing, substituting, regulating and accenting/moderating.

Dance and nonverbal communication

Dance is a form of nonverbal communication that requires conceptualization, creativity and memory Means of self-expression, both forms have vocabulary (steps and gestures in dance), grammar (rules for putting the vocabulary together) and meaning.

Commonly known types of communications

Personal

or intrapersonal communication Interpersonal communication Group Communication Oral Communication Mass Communication Social Communication Visual Communication Graphic Communication
Organizational

communication

Other types of Communication

Science communication Strategic Communication Facilitated communication (FC) Technical communication Superluminal communication

Organizational Communication
organizational communication is defined as the central binding force that permits coordination among people and thus allows for organized behavior, this behavior of individuals in organizations is best understood from a communication point of view.

History of Organizational Communication

1930s through the 1950s organizational communication was a discipline of a few professors within who had a particular interest in speaking and writing in business settings. In the 1950s, organizational communication focused largely on the improving organizational life and organizational output.

In the 1980s, the field turned away from a business-oriented approach to communication and became concerned more with the constitutive role of communication in organizing. In the 1990s, organizational communication was focused more on communication's possibilities to oppress and liberate organizational members.

Organizational Communication
Internal to Organization External to organization

Key Distinctions
Key distinctions with respect to organizational communication involve:
levels; formal versus informal; direction and internal versus external focus.

Levels
Communication is frequently divided into the following levels:

Interpersonal communication Group level communication Organizational level communication Inter-organizational level communication Mass communication.

Direction
Vertical, Horizontal, and Diagonal Communications

Top-down approach: This is also known as downward communication. This approach is used by the Top Level Management to communicate to the lower levels. This is used to implement policies, guidelines, etc. distortion of the actual information occurs. effective by using feedbacks. Bottom - Up: Upward Communication

Organizational Communication also distinguished between

micro, meso,

and macro levels

Grapevine Communication
informal communication used to spread information bypassing the formal communication structure it spreads in random ways and it goes where it can.

Disadvantages
not verified It does not spread rumors, it used to spread gossip lives can get destroyed

Advantages
creates a social bond fills in a gap helps keep people honest

Grapevine communication is part of the workplace, it can't be eliminated.

Communications networks
Networks are another aspect of direction and flow of communication There are several patterns of communication
Chain Wheel Star All-Channel Circle

Internal communications should:

Promote a climate of involvement and trust Ensure that senior managers have an understanding of the issues affecting staff working at all levels and Continually update staff on developments and progress Motivate staff through public recognition of organization/team/individual successes and achievements. Ensure staff are kept aware of key decisions or changes at a corporate level,

Communication: External with its environment

Variables influence the effectiveness of communication

the

environment in which communication takes place, personalities of the sender and the receiver, and

the

the

relationship that exists between sender and receiver.

Key Functions of Communication

Leading, motivating, Influencing Problem-solving decision-making Conflict management negotiating, and bargaining

Assumptions
It will make rational decisions, unless there is some breakdown in the communication process. Distortion, represented as any differences between the original and the received messages, can and ought to be identified and reduced or eliminated.

The benefits
Share an organization's vision and value. thorough understanding of
role, what and How why they need to achieve and what the benefits are for them.
their

Feel informed about the organization and believe that their opinions and views are valued.

Communication Barriers

If any kind of disturbance blocks any step of communication, the message will be destroyed and desired result is not achieved.

Barriers to Effective Communication

Perceptual and Language Differences Information Overload Inattention Time Pressures Distraction/Noise Emotions Complexity in Organizational Structure Poor retention

Other Barriers
Absence of common frame of reference: Social context Badly encoded message Disturbance in distribution channel Mistrust Premature evaluation of message Semantic difficulties Misinterpretation of message Psycho physical factors

Overcoming Communication Barriers

Eliminating differences in perception Use of Simple Language Reduction and elimination of noise levels Active Listening Emotional State Simple Organizational Structure Avoid Information Overload Give Constructive Feedback Proper Media Selection Flexibility in meeting the targets

Listening
Difference between hearing and listening Types of Listening
Marginal

Listening Evaluative Listening Active/Empathic Listening

Stages in Listening
Sensing or Selecting Interpreting stage Evaluating Responding Memory stage

Learning Process
Interpreting

Selecting

Evaluating

Memory

Responding

Barriers to listening
Environmental barriers Linguistic / Semantic barriers Emotional/Personal barriers Socio Culture barriers Psychological Barriers
Prejudgment/ hasty evaluation Superficial frame of reference Closed mindedness Inability to pay attention Jealousy/dislike The urge to debate or advise

Benefits of Effective Listening

Helps in creating happy environment Saves time Improves management Employee relation Leads to early problem solving Reduces tensions and Hostilities

Oral Communication
Face to Face Telephonic Instructions Dictation Interviews Meeting Seminar & Conferences Group Discussion

Face To face
Most

common

Participant

plays role of a speaker and a Listener interchangeably

Telephonic
Interaction

between two people on phone Advantage is body language and eye contact is lost One of the commonest and fastest way of contacting person

Instructions
Directing others to perform a particular act The response to instruction will be action While giving instructions keep in mind
Background

knowledge of the recipient His psychology Capacity to grasp And ability to act upon instructions

Dictation
Very

frequently used in organizations An art which professional has to learn in order to transact his day to day business Requires imagination and constructive mentality

THE INTERVIEW
An interview is a face-to-face meeting, especially for the purpose of obtaining a statement or for assessing the qualities of a candidate. Purpose To assess a person on various personal attributes

Twp types of Interview

Employment Interview Data collection Interview

TEN THINGS THAT AN INTERVIEWER LOOKS IN YOU

Family Background Education Experience Stability Initiative General Ability Interpersonal Skills Confidence Aptitude Pleasant Looks

SCREENING INTERVIEWS
More adept at Extracting information and evaluating people. Most companies have internal screening interviewers who sort through candidates, typically from the personnel or human resources department.

TYPES OF INTERVIEWS
Based on number of people Based on the nature of the interview Conduct wise interview Placement wise interview Other types of interview

BASED ON NUMBER OF PEOPLE

One-to-One Interview Sequential interview Panel interview

BASED ON THE NATURE OF THE INTERVIEW

Structured interview Unstructured interview Mixed interview Stress interview Hypothetical or Scenario Questions Behavior Descriptive or Behavioral Questions

CONDUCT WISE INTERVIEWS Preliminary interview Intermediate interview Final interview

Placement Wise
Cabin interview

Outdoor interview

OTHER TYPES OF INTERVIEWS

Campus interview Video conference interview

Online interview
A phone interview

Process
Regardless of the type of interview, most will incorporate the following stages:
establishing

rapport, exchanging information, and closing the interview.

Meeting
A meeting is the ultimate form of managed conversation "meetings" are a vital part of the organization of work and the flow of information act as a mechanism for gathering together resources from many sources and pooling then towards a common objective

Preparation
Who should attend
meeting

loses its effectiveness if too many people are

involved Limit to maximum of 12

Decide Place and time of the meeting

Make a meeting agenda, complete with detailed notes.

outline

the goal and proposed structure of the meeting, and share this with the participants. How long? stipulate a time for the end of the meeting so can plan the rest of their day with confidence.

Managing a meeting
keep

the number of participants to a maximum of 12 Make sure the people with the necessary information for the items listed in the meeting agenda are the ones that are invited. When an agenda item is resolved or action is agreed upon it clear who in the meeting will be responsible for this

Issuing minutes Summarize the discussion and the recommendations at the end of each logical section Circulate minutes to all participants

Conducting the Meeting

Maintaining Communication always clarify
purpose of the meeting, the time allowed, the rules to be observed (if agreed) by everyone.
the

Focus on stated goals Summary

Code of conduct Matching method to purpose

to

convey information, to seek information, to make a decision to ratify/explain decisions, etc

Support Responding to problems

CONCLUDING REMARKS

Seminar & Conferences

Seminar Symposium Panel Discussion Conference Convention

A Seminar refers to discussion in a small group in which the study of original research or advanced study is presented through oral or written papers Main purpose is to share knowledge and get the viewpoints of equally well-informed persons In Symposium a small group of experts or well informed persons discuss different aspect of a problem for the benefit of an audience

Panel Discussion is a series of speeches on

different aspects of a problem. Each member speaks on announced topic No. of panelists is small and having a lot of experience in problem area selected for discussion

Conference: purpose is to confer with persons

having similar interests and pool their experiences and opinions. Results in set of suggestions or recommendations on central theme

Participants and subject matter spectrums are wider than those of Seminar and symposium It is closed group discussion and participants have to register for attending it. A convention is generally a fellowship meeting of closely linked fraternal group Applies to professional gathering held by companies, societies, associations etc.

Conducting a Seminar
Draw a detailed plan
Objective A

lead speaker Number of participants Venue Date Timings Incase of more than one session , identify chairman for each

Send mentioned information to all the participants well in time Get the response by given date Make arrangement for
Transport Rooms/guest

houses Meals, snacks, tea, coffee Seating, audio visual aids, stationary, black board, recording, note taking Allocation of tasks and duties etc.

Organizing a conference
Since a large number of people will meet to confer so better to prepare a brochure containing all the details. Can structure the brochure as
Pg1:

theme of the conference, name of the sponsor, dates and name of the organizers : Short note on theme of the conference

Pg2

 Pg3:

Names of conference president and secretary; names of repporteurs; time, date, place of plenary and valedictory sessions details of invited lectures-name, topic, time, date, place etc.

Pg4:

Pg5:

reception, transport, boarding arrangement, postal address, phone number, delegate fees

GROUP DISCUSSION
Where it is used? Number of participants What is checked in a GD?

Group discussion
A GD is a methodology used by an organization to gauge whether the candidate has certain personality traits and/or skills that it desires in its members.

In this methodology, the group of candidates

is

given a topic or a situation, a few minutes to think about the same, and

given

then

asked to discuss the topic among themselves for 15-20 minutes.

Some of the personality traits the GD is trying to gauge may include :-

Ability to work in a team Communication skills Reasoning ability Leadership skills Initiative Assertiveness

Flexibility Creativity Ability to think on ones feet Clarity of thought Body language and eye contact

GD Do's
ABHIJEET UNHALE

Be as natural as possible. Do not try and be someone you are not. Be yourself. A group discussion is your chance to be more vocal. The evaluator wants to hear you speak. Take time to organize your thoughts. Think of what you are going to say. Seek clarification if you have any doubts regarding the subject.
170

Don't start speaking until you have clearly understood and analyzed the subject. Work out various strategies to help you make an entry: initiate the discussion or agree with someone else's point and then move onto express your views. Opening the discussion is not the only way of gaining attention and recognition. If you do not give valuable insights during the discussion, all your efforts of initiating the discussion will be in vain.

Your body language says a lot about you - your gestures and mannerisms are more likely to reflect your attitude than what you say. Language skills are important only to the effect as to how you get your points across clearly and fluently. Be assertive not dominating; try to maintain a balanced tone in your discussion and analysis.

ABHIJEET UNHALE

Don't lose your temper if anyone says anything against you. The key is to stay calm: Don't take the discussion personally. Always be polite: Try to avoid using extreme phrases like: `I strongly object' or `I disagree'. Instead try phrases like: `I would like to share my views on' or `One difference between your point and mine' or "I beg to differ with you"

173

Brush up on your leadership skills; motivate the other members of the team to speak and listen to their views. Be receptive to others' opinions and do not be harsh or aggressive. Apart from the above points, the panel will also judge team members for their alertness and presence of mind, problem-solving abilities, ability to work as a team without alienating certain members, and creativity.

Written Communication
Letter Proposals Notice Agenda Minutes Handbooks Manuals Reports

Letter
A form of written communication by an authorizes person of an organization Purpose
Making

an enquiry or answering Making an order Demanding or refusing credit Selling goods or services Making ,accepting or refusing request Making or responding to complaints etc.

Structure
Compulsory elements Optional elements

Heading Date Inside address Salutation Body Complimentary close Typed signature

Reference Attention Subject Identification mark Enclosures

A memorandum
Elements
Name

of the Company Senders Name To whom message is sent Date line Subject line

Proposal
It is a written offer to solve a technical problem or to undertake a project of a practical or theoretical nature. Specifies a plan of action Contains an estimated cost of execution

Types of Proposal
Solicited Unsolicited

Prepared in response to specific invitation of demand

Prepared with the hope that the excellence of proposed plan would attract the interests of potential customers

Content
Summary
Technical requirement proposal fulfills Analysis of problem which proposal solves Description of hardware required An estimate Duration of planned project Realistic cost estimate Assurance of capabilities and experience

Technical section Management Section Cost Estimate

Evaluation
An understanding of problem Sound and feasible technical solution Clarity in presentation Reasonable cost estimate Proper management planning Adequacy of facilities and personne l Realistic performance estimate Practicable schedule of work

Notice
To inform the rules, matter, calla meeting notice is used Notice should mention
name and address of organization Date

Necessary details can be attached to the notice as annexure

Agenda
The agenda states the purpose of each section of the meeting An agenda is a list of meeting activities also be called a docket The purpose of an agenda is
inform participants of the subject of the meeting in advance, and to structure the discussion at the meeting itself.
to

Form of agenda
usually headed with
Name

of the organization/Unit the date day, date , time of meeting location of the meeting, followed by a series of points outlining the order of the meeting. Signature of secretary

Points on a typical agenda

Welcome/open meeting Support for absence Approve minutes of the previous meeting Matters arising from the previous meeting A list of specific points to be discussed Any other business (AOB) allowing a participant to raise another point for discussion. Arrange/announce details of next meeting Close meeting

Minutes
Companies are generally required to keep minutes of the proceedings of:
every

general meeting, every meeting of Board of Directors and every meeting of committee of the Board of Directors

Begin with
the name of the body (eg a committee) holding the meeting, place, date, list of people present, No. of people absent No. people attended by invitations Record of transaction Signature of secretary and the chairman the time that the chair called the meeting to order end with a note of the time that the meeting was adjourned.

What minutes record

The official record of the business transacted at a meeting the decisions made, any and all official decisions must be included The voting tally

Handbooks and Manuals

Handbooks are brought out for general
information Different types of handbooks are produces fro different audience

Manuals is a concise reference handbook dealing

with a particular process, operation, mechanism, job instruction etc.

Uses of manuals are:

Instruct

customer to use the equipment Instruct management , staff on use of equipment or procedure

Types
Technical Laboratory Procedure

Business report
The purpose is to
communicate

information to assist in the business decision making process Provide solutions for business problems present relevant information to assist in the problem solving process

Features of good business report

Factual Objective Orderly/ Structured in a predetermined fashion Comprehensive Detailed Logical Clear Coherent

Types of Reports
Routine/periodic/progress reports Informational reports Justification Reports with recommendations Situational reports Feasibility report Research report Business Plan /proposal

Steps in writing a business report

Determining the scope of the report Understanding the Target Audience Research to collect supporting information Formatting and organizing the report

Determining the scope

This process would determine
what

topics would be covered in the report what elements are not necessary. how detailed the report would be.

Understanding the Target Audience

Identify the target audience the primary group of people that something, is aimed at, can be
age

group, gender, marital status

potential requirements of the readers have to be considered

Collection of Information
all previous reports, surveys and publications about the topic are studied Investigative research might be needed Explain the process and methods used for research study and review of recommendations and proposed solutions

Formatting and organizing the report

final step before actually writing a business report. in which the format of the report has to be decided how would the data be presented?, what charts/diagrams will be used to complement the information what medium of presentation would be used?

Structure
Cover Title Page Acknowledgement Table of content Abstract and summary Introduction Discussion or description Conclusion Recommendation Appendix List of references Bibliography` Glossary Index

CONTENTS OF RESUME
Personal details Career goal Academic & Professional qualification Training attended, Article published, Special awards / achievements Membership of professional bodies Professional experience Role model Existing or expected salary Covering letter

CHRONOLOGICAL RESUME WORKSHEET

Name Address Phone E - mail Employment objective (optional) Summary ( optional-------can include on cover letter) optional-------can Work experience Employer, city, state Job title Responsibilities, accomplishments/ skills Employer, city, state Job title Responsibilities Employer, city, state Job title Responsibilities/ accomplishments/ skill Education Licenses and certifications Awards Professional memberships | dates | dates | dates | fax

FUNCTIONAL RESUME WORKSHEET

NAME ADDRESS PHONE | FAX E - MAIL EMPLOYMENT OBJECTIVE (OPTIONAL) HIGHLIGHTS OF QUALIFICATIONS (OPTIONAL) WORK EXPERIENCE OCCUPATIONAL /FUNCTIONAL CATEGORY SKILLS/ ACCOMPLISHMENTS/ RESPONSIBILITIES OCCUPATIONAL/ FUNCTIONAL CATEGORY SKILLS/ ACCOMPLISHMENTS/ RESPONSIBILITIES OCCUPATIONAL/ FUNCTIONAL CATEGORY SKILLS/ ACCOMPLISHMENTS/ RESPONSIBILITIES EMPLOYMENT HISTORY EMPLOYER | TITLE EMPLOYER | TITLE EMPLOYER | TITLE EDUCATION LICENSES AND CERTIFICATIONS AWARDS/ PROFESSIONAL MEMBERSHIPS MEMBERSHIPS

| DATES | DATES | DATES

COMBINATION RESUME WORKSHEET

NAME ADDRESS PHONE EMPLOYMENT OBJECTIVE SUMMARY OF SKILLS AND / OR EXPERIENCE SKILLS / EXPERIENCE DESCRIPTION SKILLS / EXPERIENCE DESCRIPTION SKILLS / EXPERIENCE DESCRIPTION WORK EXPERIENCE NAME OF EMPLOYER ADDRESS / PHONE NAME OF EMPLOYER ADDRESS / PHONE NAME OF EMPLOYER ADDRESS / PHONE EDUCATION SCHOOL NAME CITY / STATE MAJOR(S) DEGREE / CERTIFICATES EARNED LICENSES AND CERTIFICATIONS PROFESSIONAL MEMBERSHIPS OF ORGANISATIONS | DATES OF ATTENDANCE (IF RECENT) | JOB TITLE | DATES OF EMPLOYMENT | JOB TITLE | DATES OF EMPLOYMENT | JOB TITLE | DATES OF EMPLOYMENT | FAX | E - MAIL

YOUR NEEDS

MY QUALIFICATIONS

DetailDetail-oriented, experienced Administrative Assistant Assistant Customer Relations Manager Corporate experience with major clients a must PC knowledge a plus

Four years Administrative / Assistant experience with responsibility for numerous detailed reports Assisted Customer Relations Manager for two years Regularly served purchasing agents at Fortune 500 companies HandsHands-on experience with Lotus 1-2-3 and Word 1perfect on IBM-PC IBM-

Management of Information
One of the greatest concern to accumulate the information Keep vibrant and meaningful communication pattern to meet increasing demand Word processor DTP

EDP: Electronic Data Processing Handle large data At the same time make information available to large number of people

Technology
Many electronic devices are used in communication
Computers E

mail system Instant Messaging (IM) Electronic Type writers Cellular Phones

Audio video Aids used

Black Board Projector Film strip and Slide Projector Movie film projector Video tape recorder Audio Tape recorder Models etc.

Computers and Human Communication

With computers, people began to be able to

stored data and information and produce printed materials with greater ease.
share

Email became widely adopted in the corporate world, which can be a great productivity tool

Online bulletin boards to form groups to share information with about subjects that matter Online bulletin boards and forums were the beginning of collaborative tools that satisfied one of the human need: the need for community.

Social Networking Technology and Human Communication

fulfilled yet another human need: the need for self expression and recognition.

Twitter Facebook Blogster Buzz net Flickr Googlebuzz

Hi5 Ibibo LinkedIn Orkut Tagged Wayn

Telecommunication
Online

banking, Phone banking Fax Services Automatic customized Software Maintaining Data Banks - HRIS

Teleconferencing A group of people interacting with each other by means of audio and video media with moving or still pictures Not only hear but also see each others expressions and discuss

Advantages of Teleconferencing
Saves

travel expenses Saves time Can have conference whenever necessary

Advantages of Technology in Communication

dispersed individuals work as a team. an organization should be able to realize a competitive advantage in its performance and in the marketplace People will use technology as an enabler to communicate with those they want, and as a barrier to block out those they dont want to connect with. Think caller-id. helped satisfy some of people's social needs
help

Disadvantages
Equipments

are subject to breakdown Compare to meeting difficult to arrange technology has hindered human communication, it reduced the quality and quantity of face time

Timeline of communication technology

Prior to 3500BC - Communication was carried out through paintings of indigenous tribes. 3500s BC - The Sumerians develop cuneiform writing and the Egyptians develop hieroglyphic writing 16th century BC - The Phoenicians develop an alphabet AD 26-37 - Roman Emperor Tiberius rules the empire from island of Capri by signaling messages with metal mirrors to reflect the sun 105 - Tsai Lun invents paper 7th century - Hindu-Malayan empires write legal documents on copper plate scrolls, and write other documents on more perishable media

751 - Paper is introduced to the Muslim world after the Battle of Talas 1305 - The Chinese develop wooden block movable type printing 1450 - Johannes Gutenberg finishes a printing press with metal movable type 1520 - Ships on Ferdinand Magellan's voyage signal to each other by firing cannon and raising flags. 1793 - Claude Chappe establishes the first long-distance telegraph line 1831 - Joseph Henry proposes and builds an electric telegraph 1835 - Samuel Morse develops the Morse code 1843 - Samuel Morse builds the first long distance electric telegraph line

1844 - Charles Fenerty produces paper from a wood pulp, 1849 - Associated Press organizes Nova Scotia pony express to carry latest European news for New York newspapers 1876 - Alexander Graham Bell and Thomas A. Watson exhibit an electric telephone in Boston 1877 - Thomas Edison patents the phonograph 1889 - Almon Strowger patents the direct dial telephone 1901 - Guglielmo Marconi transmits radio signals from Cornwall to Newfoundland 1925 - John Logie Baird transmits the first television signal

1942 - Hedy Lamarr and George Antheil invent frequency hopping spread spectrum communication technique 1947 - Douglas H. Ring and W. Rae Young of Bell Labs proposed a cell-based approach which lead to "cellular phones" 1949 - Claude Elwood Shannon the "father of information theory", mathematically proves the NyquistShannon sampling theorem 1958 - Chester Carlson presents the first photocopier suitable for office use 1963 - First geosynchronous communications satellite is launched, 1966 - Charles Kao realizes that silica-based optical waveguides offer a practical way to transmit light via total internal reflection

1969 - The first hosts of ARPANET, Internet's ancestor, are connected. 1971 - Erna Schneider Hoover invented a computerized switching system for telephone traffic. 1977 - Donald Knuth begins work on TeX 1989 - Tim Berners-Lee and Robert Cailliau built the prototype system which became the World Wide Web at CERN 1991 - Anders Olsson transmits solitary waves through an optical fiber with a data rate of 32 billion bits per second 1994 - Internet2 organization created 2002 Intel finds new product 2005 - The Apple I-phone. 2010 - The Apple I-pad