Answer Key
IT-402 (Open Source) – 9
Part A - Employability Skills
Unit 1: Communication Skills - I
Quiz Time (Pg. 10)
Which of the following is not a channel of communication?
Non-verbal
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Let’s Review (Pg. 13)
Fill in the blanks.
1. sender, receiver 2. Perspective 3. Positional
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4. functional 5. future
Quiz Time (Pg. 14)
Aparna wants a quick clarification of a doubt. She will
a. speak to her teacher
Let’s Review (Pg. 18)
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Write T for True and F for False.
1. False 2. True 3. False 4. False
Let’s Review (Pg. 19)
Identify the types of sentences given below.
1. Imperative 2. Imperative 3. Exclamatory
4. Declarative 5. Interrogative 6. Exclamatory
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Let’s Review (Pg. 20)
Tick (✓) the correct answers.
1. a 2. c 3. a
Exercises (Pgs. 21–23)
A. Tick (✓) the correct answers.
1. b 2. a 3. c 4. b 5. b
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6. a 7. b 8. b 9. b 10. b
B. Fill in the blanks.
1. channel 2. perspective 3. prejudice
4. Imperative 5. coherent 6. encoding
7. language 8. visual 9. non-verbal
10. written
C. Given below are few sentences. Identify the type of sentence.
1. Declarative 2. Interrogative 3. Exclamatory
4. Imperative 5. Interrogative 6. Exclamatory
7. Imperative 8. Declarative 9. Declarative
10. Exclamatory
D. Short answer type questions
1. We need proper communication for the success of any activity. It is the bedrock of successful
relationships. We need communication skills to:
³ Give facts and information to others.
³ Influence others and make them understand our point of view.
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³ Express our feelings.
2. Encoding is putting the message into words or symbols that would make the message
understood by the receiver. Decoding is deciphering the message received to understand its
meaning.
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3. Perspectives in communication mean the ideas, views, or ways of thinking that the sender or the
receiver has. These act as ‘filters’ through which something is seen, perceived, communicated
and understood.
4. Visual communication is easy to understand for everyone, as one does not need to know any
particular language to understand him or her. Moreover, visual information, such as given in
public signage, and symbols, usually remain the same everywhere.
5. A paragraph can be considered complete when it has discussed a point well, and all the
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sentences in the paragraph are coherent, unified and well concluded.
6. A common understanding is critical in measuring the effectiveness of communication. When
the intended message of the sender and the interpreted message of the receiver are the same,
communication can be said to be effective.
7. Affiliations to social, religious, and political groups can influence the interactions among people
at the workplace. The communication between management and trade union, for example can
often be acrimonious and even fail.
8. The three hand or body gestures that you should avoid are as follows:
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³ Pointing at people with your finger
³ Fidgeting or playing with your finger
³ Shaking the legs while sitting
9. Imperative sentences are sentences used to give instructions, issue a command or make request.
For example:
Be there at three.
10. Coherence means that the sentences in a paragraph are connected to each other, so that they
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can work together as a whole. A way to achieve coherence is to use transition, words and
phrases, such as moreover, however, additionally, next, for instance, similarly, and so on.
Examples:
³ Stringent punishment will deter potential criminals. Moreover, it will help maintain law and
order.
³ I had to face many obstacles every day. However, I did not bow down.
E. Long answer type questions
1. The following barriers can come in the way of communication:
³ Language: Language can be interpreted differently by different people, leading to different
responses. The use of unfamiliar words, wrong usage of words and phrases, abbreviations,
and insufficient detail can come in the way of effective communication.
³ Visual Perception: It is the way we interpret and assign meaning to what we see. Public signs,
symbols, charts, graphs, tables, drawings, paintings, maps, etc., are things that are visually
perceived.
³ Past Experiences: Our past experiences influence our communication. For example, you may
have had an experience where an idea of yours was not considered. In future, when asked to
give an idea, you may be hesitant to suggest any.
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³ Prejudice: We can have prejudices because of our culture or personal experiences. When we
have a prejudice against someone or something, we communicate according to a pre-existing
belief. Such communication can have negative results.
³ Feelings: Our feelings and emotions affect communication. For example, we may dislike the
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person with whom we are communicating. Our responses to such a person could be brief or
show a lack of interest.
³ Environment: Our environment affects the way we communicate. A soothing, relaxed
environment makes communication easier, while a noisy and crowded environment hinders
communication.
³ Personal Factors: Our habits and way of thinking can influence our communication. For
example, if we lack confidence, our communication may sound unconvincing.
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³ Culture: Our culture affects how we think and act, and the way we judge people and
situations. This can affect the common understanding in communication.
2. The workplace is a significant area of one’s life. It is the place where one seeks professional
growth, success and fulfilment. Effective communication plays an important role in one’s
performance at the workplace as well as in the larger organisational set-up. Clear, unambiguous
communication facilitates the smooth flow of work. On the other hand, inadequate or ineffective
communication can hamper work. Three factors that affect communication at the workplace are:
³ Functional Difference: This refers to the different functional areas or departments at a
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workplace, and how communication between them may not be completely understood.
³ Diversity: This means the heterogeneous milieu of people that one may find at a workplace.
The different social, religious, and cultural backgrounds of the people may increase the chance
of misinterpreting a piece of communication.
³ Past Experiences: This refers to the effect a past experience of a person may have on his
communication at the workplace. For example, a past unpleasant experience may have a
negative impact on future work communication.
3. It has been observed that most of our communication is non-verbal. Non-verbal communication
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does not use language. The message is conveyed through facial expressions, eye contact,
touch, space, gestures, body movements and posture. It includes paralanguage, such as voice
modulation, accent, pitch, tone, volume and pause. Non-verbal communication shows the
feelings of a person and reflects her/his state of mind. For example, facial expression can show
whether a person is happy or sad. Body posture can suggest the level of confidence of a person.
The space maintained between two persons shows the closeness or familiarity that a person
has with the other. Talking too fast may show excitement or nervousness. Pauses in speech may
show reflection or thoughtfulness. The tone of voice may show affection, anger, etc.
4. Order means that the arrangement of sentences in a paragraph follows some logical order.
The order can be one of importance, chronology or any other consideration that guides the
presentation of the sentences logically. A random or haphazard presentation of sentences breaks
the condition of order. Coherence means that the sentences in a paragraph are connected to
each other, so that they can work together as a whole. A way to achieve coherence is to use
transition words and phrases, such as ‘moreover’, ‘however’, ‘additionally’, ‘next’, ‘for instance’,
‘similarly’, etc. Along with unity, coherence gives the paragraph the sense of a self-contained
unit.
5. Communication is the transfer of information – facts, ideas, beliefs, opinions- between two or
more individuals by means of verbal or non-verbal language. Communication skills are needed to
communicate effectively.
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6. Non-verbal communication does not use language. The message is conveyed through facial
expressions, gestures, body movements, and posture. It includes paralanguage, such as voice
modulation, accent, pitch, tone, volume, and pause. It has been observed that most of our
communication is non-verbal. Even, while speaking, the body language, facial expressions
and voice of the speaker conveys a lot. For example, if the volume of your friend’s speech
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is low, then undoubtedly the person is sad over something. Similarly, a smirk could convey a
shy response to an embarrassing question. The things that should be kept in mind regarding
paralanguage while communicating are as follows:
³ Keep your voice neutral and pleasant.
³ Use a proper tone of voice.
³ Maintain a moderate speed of talking
³ Do not talk too loudly or softly.
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7. Declarative Sentences: They make a statement.
Example: Mayank is happy.
Punctuation marks: full stop
Interrogative Sentences: They ask a question.
Example: Where are you planning to go for a vacation?
Punctuation marks: question mark
Exclamatory Sentences: They express a strong emotion or reaction.
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Example: Hurray! We won the match.
Punctuation marks: exclamation mark and full stop
Imperative Sentences: They order, request, or advise.
Example: Clean your room.
Punctuation marks: full stop
8. The factors affecting perspectives in communication are as follows:
³ Language: Language can be interpreted differently by different people, thereby shaping
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different perspectives. For example, the sender of an email may write the message in a way
that s/he thinks is polite. However, the receiver may detect a certain ‘tone’ in the email,
which may prompt her/him to reply in a certain way.
³ Visual Perception: It is the way you interpret and assign meanings to what you see. What you
see and interpret can be books, public signs, symbols, charts, graphs, tables, maps, and so on.
³ Past Experiences: Your past experiences influence your future communication. For example,
you may have had an experience where an idea of yours was not considered. In future, when
asked to give an idea, you may be hesitant to suggest any.
³ Prejudice: You can have prejudices because of your culture or personal experiences. When
you have a prejudice against someone or something, you communicate according to a
pre-existing belief. Such communication can have negative results.
³ Feelings: Your feelings and emotion affect communication. For example, you may dislike the
person with whom you are communicating. Your responses to such a person may be brief or
show a lack of interest.
³ Environment: Your environment affects the way you communicate. A soothing, relaxed
environment makes communication easier, while a noisy and crowded environment hinders
communication.
³ Personal Factors: Your habits and ways of thinking can influence your communication. For
example, if you lack confidence, your communication may sound unconvincing.
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9. Communication is a two-way process in which two parties are involved – the sender and
the receiver. The listener, reader, or receiver of communication are an important part of the
communication process. The exchange of information between the parties is generally to-and-fro.
The receiver on receipt of the message decodes it and then replies with a feedback. Her/his
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response completes the communication cycle. Two-way communication is carried out through a
voice-based channel or text. Therefore, the ability to listen carefully and respond appropriately
also constitutes communication. Therefore, for communication to be effective, good speaking,
writing, listening, and reading skills are important.
10. The advantages of verbal communication are as follows:
³ It Saves Time: Oral communication helps us to transmit the message quickly, thus saving time.
³ It Saves Money: Face-to-face oral communication or oral communication over the telephone
is cheap, as it requires only speaking or a device or service that is affordable. It thus saves
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money.
³ Quick Feedback: During oral communication, the receiver can ask and clarify her or his
doubts regarding the message on the spot. Therefore, the sender can immediately understand
whether the message has been understood or not. S/he can clarify the message immediately
without any delay.
³ Convenient: Oral communication is very convenient, as it requires just speaking.
F. Application-based questions
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I would begin the conversation by saying that the workshop was very insightful and then tell
her/him that use of simple words, and shorter sentences would have made it easier for the
audience to process and understand the topic better. The use of plain language would have helped
you to get your message across in the shortest time possible.
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