Unit 1: Communication Skills-II (Methods of Communication)

A. Select the correct option.

1. Which of the following is not a form of non-verbal communication?

a. Facial expression

b. Hand gestures

c. Spoken words

Answer: c. Spoken words

2. Which form of communication is extremely private?

a. Intrapersonal

b. Interpersonal

c. Small group

Answer: a. Intrapersonal

3. Which of the following brings personal warmth and friendliness

between the sender and receiver?

a. Written communication

b. Visual communication

c. Oral communication

Answer: c. Oral communication

4. Any communication that conveys a message consisting of spoken

words is called ............................... .

a. Visual communication

b. Written communication

c. Oral communication

Answer: c. Oral communication

5. Smile and a nod is an example of ..................................

a. Verbal communication

b. Non-verbal communication

c. Oral communication

Answer: b. Non-verbal communication

B. Fill in the blanks.

1. In interpersonal communication, information is exchanged between

two individuals.

2. The conveyance of ideas and information in forms that can be seen

through the eye is referred to as visual communication.

3. Press conferences, board meeting, and teleconference are examples

of small group communication.

4. Non-verbal communication happens in the absence of any oral or

composed words.

5. Visual communication enables people to symbolically represent

objects, ideas, places, etc.

6. Pitch is the loudness and softness of a speaker's voice.

Unit 1: Communication Skills-II (Communication Cycle)

A. Select the correct option.

1. .................................... is a process of sharing information between two
or more people.
a. Description
b. Communication
c. Transition
Answer: b. Communication

2. When a receiver gets a message, he sends back a

.....................................
a. Card
b. Mobile
c. Response
Answer: c. Response

3. The .................................... the response, the more effective is the

communication cycle.
a. Slower
b. Quicker
c. Clear
Answer: b. Quicker

4. ..................................... feedback suggests a need for change in the

mode of communication.
a. Positive
b. Negative
c. Mechanical
Answer: b. Negative

4. Descriptive feedback includes ..................................... in the form of

written comments or verbal conversation.
a. General guidance
b. Specific information
c. General rules
Answer: b. Specific information

B. Fill in the blanks.

1. The communication process enlists the steps we take to comprehend
each other properly.

2. Right feedback given at the right time can lead the students towards
their desired goal.

3. Non-specific feedback gives a vague response to the receiver.

4. Encoding refers to how the sender wishes to communicate the

message.

5. Specific feedback provides detailed information relating to a task or

the individual's performance.

C. Write T for True and F for False.

1. A communication cycle does not include social media outlets. False
Correct Answer: A communication cycle does include social media outlets.

2. Decoding refers to how the receiver interprets the message,

depending on his circumstances and understanding. True

3. If no feedback is given, it indicates agreement or reluctance in

accepting ideas. True

4. A receiver is the person for whom the message is intended. True

5. Feedback can enhance a student's confidence, self-awareness, and

enthusiasm for learning. True
D. Answer the following questions.
1. What is meant by a 'Communication Cycle’?
Answer: In the communication process, a person (who is the sender) conveys
a message to another person or a group of persons (who is/are the receiver).
When the receiver gets the message, he acknowledges it and sends back a
response. This lead to a cyclic process known as Communication Cycle.

2. Describe the principles of effective communication.

Answer: The main principles of effective communication are as follows:
• Simple language: The language used in communication should be simple. It
should be understandable by both sender and the receiver.
• Definite: The communication should be definite, i.e., its aim should be clear in
the mind of the sender.
• Complete and concise: The information provided in the communication should
be complete and to the point.
• Appropriate medium: A proper medium of communication should be used,
taking several factors into account such as timing, the distance between the
sender and the receiver, and the nature of the interaction.
• Authentic: Information given should be factual, i.e., it should not be misleading
or false.
• Courteous: The sender should be polite and courteous while communicating.
It helps in building a healthy relationship.

3. What is the importance of feedback?

Answer: Feedback is an essential factor in the process of the communication
cycle. It is the response or reaction of the receiver to the sender after perceiving
or understanding the message. After gaining the receiver's response, the
sender takes further actions. Based on the feedback from the receiver, the
sender can evaluate the effectiveness of the message. Feedback are of two
types: positive or negative. Positive feedback indicates that the sender can
continue his communication in the same manner as before
while negative feedback suggests a need for change in the mode of
communication. If the receiver gives appropriate feedback to the sender, the
sender can modify or remodel his strategy of communication. If no feedback is
given, it indicates agreement or reluctance in accepting ideas.

4. What factors should be considered while giving descriptive feedback?

Answer: Factors that should be considered while giving descriptive feedback
are:
• Goal-Oriented: Feedback should be given keeping the aim of learning in mind,
as students work towards achieving the learning objective. Many a time,
students are unaware of the learning aim. They should know what their learning
aim is and how they are going to achieve it.
• Actionable: When students have knowledge but do not know where to apply
it, they lose interest in learning. Hence, their experience should be put to use
by giving them specific direction.
• User-Friendly: The feedback should be given in an easy-to-understand
language so that students can comprehend what they are supposed to do to
achieve the learning aim. Otherwise, the feedback provided to them will prove
to be worthless.
• Timely: The students should receive the feedback on time, i.e., when it is still
possible for them to put it to use. The feedback needs
to be given to them when they are still striving for their goal, not when they have
already achieved it.
• Continuous: Feedback should be given continuously, along with instructions.
This enables the students to remain focused on their goal.
• Consistent: The students should be given consistent feedback. Otherwise,
they will not be able to rely on it, and in turn, will not be
able to follow it. The quality of the feedback that determines its effectiveness,
rather than its existence or absence. Feedback must be task oriented that
allows the students to refine their skills, re-engage in their learning, and
concentrate on their goal. It must channelise their energy in the right direction
so that they can self-monitor. This will enable them to proceed towards their
goal with minimum supervision.
Unit 1: Communication Skills-II (Communication Barriers)
A. Select the correct option.
B. 1. The linguistic issues are also known as ....................................
issues.
a. Verbal
b. Semantic
c. Eternal
Answer: b.Semantic

2. Being in a .................................... frame of mind while communicating,

helps in building trust.
a.Balanced
b.Anxious
c.Unbalanced
Answer: a. Balanced

3. The .................................... barriers occur due to some inherent traits or

the frame of mind of the communication:
a.Internal
b.External
c.Emotional
Answer:a.Internal

4. The .................................... barriers occur due to factors which are

outside our body and mind.
a.Internal
b.Linguistic
c.External
Answer:c.External

5. .................................... is an example of an external barrier.

a.Gestures
b.Emotions
c.Weak telephone signal
Answer: c. Weak telephone signal

B. Fill in the blanks.

1. A communication barrier is an obstacle that prevents the receiver from
understanding the message.
2. One must avoid using complicated terminology during communication.
3. Active listening means fully concentrating on what is being said rather
than just hearing the message.
4. Non-verbal gestures are less effective than face-to-face
communication.
5. One important way to overcome all the different types of
communication barriers is seeking feedback from the receiver.
C. Answer the following questions.
1. Mention any two factors responsible for causing Internal barriers
during communication.
Answer: The two factors responsible for causing internal barriers during
communication are:
• Poor listening skills: Poor listeners don't attend carefully to all the information
being given by the speaker, i.e., both verbal and nonverbal signals, including
intonation and body language.
• Fatigue, disinterest, or excitement: Sometimes, the receiver may be too
excited, tired, or the topic of conversation may not be interesting for the
receiver. This may result in a lack of attention to what the sender is stating.

2. Why is it important to overcome communication barriers?

Answer: Barriers become a root cause for many problems as they can hamper
productive and effective communication. This might
lead to poor relationships, loss of trust, misunderstanding, waste of time and
energy, and other such undesirable outcomes. Therefore it is essential to
overcome these barriers to ensure smooth and effective communication.
3. What care should be taken while giving feedback?
Answer: The following are some cares that must be taken while giving
feedback:
• Be positive: Focus on what the person is doing well when giving feedback
(and not just what they can improve upon).
• Focus on the behavior, not the person: When discussing about a problem with
performance, keep your emotions in check. Focus on the actions of the
individual, not the person.
• Provide feedback from a neutral place: Feedback is really a piece of
information or observation you are sharing. Once a person receives the
feedback from a neutral space, the person can decide to change or not.
Unit 1: Communication Skills-II (Effective Communication)
A. Select the correct option.
1. .................................... refers to explaining things in a brief yet
comprehensive manner.
a.Conciseness
b.Clarity
c.Concreteness
Answer: a. Conciseness

2. .................................... is also about avoiding the use of complex words,

sentences, and confusing language.
a.Fluency
b.Accuracy
c.Clarity
Answer: c. Clarity

3. The most significant benefit of using effective communication

techniques is that it .....................................
a. Helps us earn more
b. Makes us famous
c. Improves our relationships
Answer: c. Improves our relationships

4. .................................... refers to the situation or environment in which the

message is delivered.
a.Content
b.Process
c.Context
Answer:c.Context

5. .................................... refers to communication that is believable and

credible, in order to create trust between the communicators.
a.Concreteness
 b.Conciseness
c.Completeness
Answer:a.Concreteness

B. Fill in the blanks.

1. Even if you disagree with the receiver, it is essential for you to
understand and respect his point of view.

2. Content refers to the language that has been used in the message.

3. We often subconsciously trust the accuracy of non-verbal behaviours

more than verbal expressions.

4. To be coherent, all sentences in written communication should be

connected and be relevant to the main
topic.

5. Effective communication allows the people involved to build trust and

remove any negative emotions
C. Answer the following questions.
1. What are the key factors of effective communication?
Answer: The effective communication consists of the following key factors:
• Content: This refers to the language that has been used in the message. We all
interpret the meaning of words differently. Hence,
even simple messages can be misunderstood. Some words have different meanings
depending on the context, which may confuse at times. To make communication
effective, construct proper sentences and use the right words.
• Process: It refers to the way the message is delivered — the non-verbal elements in
the speech like the tone of voice, gesture, body language, and the state of mind can
be identified during communication. We often subconsciously trust the accuracy of
nonverbal behaviours more than verbal expressions. Only 7% interpretation of spoken
communication comes from words alone, 55% comes from body language, and 38%
comes from intonation. Hence, effective communication happens only when the verbal
messages is consistent with the tone and body language.
• Context: It refers to the situation or environment in which the message is delivered,
including the physical environment (e.g., noisy or quiet room, mall, hospital, etc.),
culture factor (e.g.,international cultures, organisational cultures, etc.), and
developmental factors (e.g., the age of the speaker and the receiver). Communication
should be adapted as per the context to make it impressive.
3. Why is the content of a message important?
Answer: This refers to the language that has been used in the message. We all
interpret the meaning of words differently. Hence, even simple messages can be
misunderstood. Some words have different meanings depending on the context, which
may confuse at times. To make communication effective, construct proper sentences
and use the right words.
4. What are the 7 C's of communication?
Answer: The 7 C's, also known as the seven principles of communication, help us to
focus our thoughts and ideas for effective communication. These principles serve as
a checklist to communicate more effectively and are applicable for both verbal as well
as non-verbal communication. The information being conveyed through
communication should be:
• Clear: Constructing the message is the first step in any communication. It must be
as transparent as possible. Clarity is also about avoiding the use of complex words,
sentences, and confusing language.
→ The message can be conveyed effectively if the sender has clarity in his thoughts.
→ The message should be easily understood by the receiver; this will happen when
the purpose of communication is clear.
→ The message should have a single goal and not a mixture of ideas.
• Concise: Conciseness refers to explaining things in a brief yet comprehensive
manner. Adding unnecessary details make our communication ineffective. The fewer
the words, the more impressive and effective is the communication. Avoid fillers like
'sort of', 'like', 'basically' to make the speech impressive.
→ The message must be precise and to the point.
→ Short and brief messages should be used to maintain the receiver's attention.
→ Every word used should be meaningful and of interest to the receiver.
• Concrete: Concreteness refers to communication that is believable and credible, in
order to create trust between the communicators. Concrete communication is being
specific and clear, rather than being vague and general.
→ The message should be supported by facts and figures to eliminate any doubt in
the receiver's mind.
→ In case of written communication, citations, or references of the source of
information must be given to increase credibility.
• Correct: Accuracy is an important element of communication. It avoids
miscommunication and mistrust, and creates a positive image in the
mind of the receiver.
→ Correct language, i.e., grammar, vocabulary, and sentence construction should be
used to ensure a proper response.
→ While writing, correct spelling and punctuation should be applied.
→ The facts and figures used should be accurate.
• Coherent: A coherent message is logical and makes sense to the receiver. All
sentences in written communication should be connected and be
relevant to the main topic. Coherence deals with the fluency of communication.
Without coherence, the receiver of the message will lose track of what you want to
convey.
To ensure that your communication is coherent:
→ Check if the message organised logically has a smooth flow and a proper sequence.
→ Check that you have not tried to cover too many points and not deviated from the
main topic.
• Complete: A complete message will have all the information the receiver needs to
know. To ensure that a message is complete, it is essential to think of the questions
the receiver might have when he receives the message. The message should address
these questions:
→ We must ensure that all relevant information is conveyed through the message.
→ It should answer all the queries in the mind of the receiver to obtain a better
response and understanding from him.
→ Usually in formal communication, the sender is also required to convey what action
needs to be taken by the receiver as a result of the conversation.
• Courteous: The message should convey respect for the receiver.
→ The feelings and views of the receiver along with his knowledge, experience, and
age, must be considered. It shows respect for the receiver.
→ The receiver should be addressed in a friendly and courteous manner by using
respectful terms or gestures.
→ One must be sensitive to the culture and background of the receiver, especially
when communicating with people from different ethnicities.
→ Even if you disagree with the receiver, it is essential for you to understand and
respect his point of view.
 Unit 1: Communication Skills-II (Basic Writing Skills)
A. Select the correct option.
1. A …………………. is a group of words that forms a unit within a
sentence but is incomplete independently.
a.Subject
b.Phrase
c.Noun
Answer:b.Phrase

2. ……………………… are used to keep a record of the

communication for future reference.
a.Spoken word
b.Hand movements
c.Written words
Answer:c. Written words

3. An …………………… sentence is a sentence that states a fact.

a.Imperative
b.Interrogative
c.Assertive
Answer:c.Assertive
4. ………………………….. refers to a word or phrase that expresses
a strong emotion.
b. interjection
c.verb
c.preposition
Answera.interjection
5. With which of the following words can we can we not use the
article ‘an’?
a. European
b.Hour
c.Egg
Answer:a.European
B. Fill in the blanks.
1. A group of words that makes complete sense is called a
……………………………..
2. Every complete sentence contains 2 parts, a subject and a
…………………………...
3. A crucial part of writing a good paragraph is
…………………………… and revision.
4. ‘A’ and ‘an’ are two forms of the ………………………. articles.
5. …………………. article is used when the noun that follows is
already known.
Answer:1. A group of words that makes complete sense is called a
sentence.