COMMUNICATIVE ENGLISH

CODE: NHSCC1101/NHSCC1201
MODULE-1

Fundamentals of Communication
Communication: Types of Communication, Verbal and Non-Verbal
Communication, Technical and General Communication, 7C’s of
Communication.
The Flow of Communication: Vertical (Upward and Downward),
Lateral/ Horizontal and Crosswise/Dsiagonal Communication.
Barriers to Communication: Definition, Types of Barriers- Physical, Semantic,
Psychological, Extra-personal, Intra-personal, Interpersonal, Organizational
Barriers. How to Overcome these Barriers to Communication.
Listening Skills: Process, Types and Techniques of Effective Listening.
Group Discussion
Ice Breaking
Interviews
Telephone Etiquettes

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Ques-1) Define Communication. Discuss its origin, scope, features and
process.
Ans- Origin and Scope of Communication: The word communication is
derived from the Latin word “communicare” which means to “share”. It is not
certain when human beings first began to communicate. Words written on
papyrus leaves have been in existence for thousands of years. Since,
communication is an integral part of our daily and professional lives, it’s
important for us to know what communication is.
Definition: Communication is the exchange of information, ideas and
knowledge between sender and receiver through an accepted code of symbols.
Features /Elements of Communication:
Sender
Idea
Encoding
Medium
Channel
Receiver
Decoding
Feedback/Response
Sender: The sender is the person who conceives an idea and wants to share it.
Idea: It is the information that the sender sends.
Message Encoding: When the sender converts the idea into the message form
(words, images) it is called encoding.
Medium: The form that the message takes, is known as medium. The media for
transmitting messages can be- oral, written, visual and various electronic forms.
Channel: It is the system used to deliver the message. The channel can be - face
to face conversation, internet, person.
Receiver: Receiver is the intended audience.
Message Decoding: It is the process of interpreting and understanding a message
in communication.

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Feedback: It is the response the receiver of the message gives to the sender of
the message. It helps the sender understand that his message is understood and
received as intended.
Process of Communication

Sender
Ideation
Message Encoding
Channel
Feedback Message Sent
Receiver
Message Received
Message Decoding
Feedback /Response

The sender has an idea. He encodes it (the idea/message) and sends it through a
channel. The receiver receives the message and decodes it. If the message
received is the same as the message sent there will be feedback. If not so, it means
there is breakdown of communication. This breakdown of communication may
be because of ‘noise’. ‘Noise’(barrier) is an unnoticed and unidentified
hinderance in the communication process. It distorts the decoding part of the
communication process.

Ques 2 - Human communication takes place at various levels. Discuss.

Ans) Communication is a universal and multidimensional activity. Human
communication takes place at various levels. Various levels are:
• Extra-personal
• Intrapersonal
• Interpersonal
• Organizational
• Mass

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1-Extra- personal Communication:
This communication takes place between human and non- human entities e.g. A
parrot responding to our greeting is an example of extra-personal communication.
2-Intrapersonal Communication:
It takes place within the mind of an individual, e.g. When we feel hot the
information is sent to the brain and we may decide to switch on the cooler.
3-Interpersonal Communication:
Communication at this level refers to the sharing of information among people.
• Participants are in close physical proximity to each other.
• Many sensory channels are involved
• Feedback is immediate.
• The role of sender and receiver keeps alternating.
4-OrganizationalCommunication:
It is extremely important for the sustenance of any organization. It can be of three
types:
1. Internal-operational-this communication occurs in conducting work
within an organization.
2. External-operational-This is related to communication that an
organization does with people outside the organization.
3. Personal-All communication that occurs without purpose as far as business
is concerned.
5-MassCommunication:
It means communication with the masses. For this type of communication, we
require a media to transmit information. Media or mass media can be journals,
newspapers and books. Media has two forms:
• Oral
• Written

Ques-3) What are the characteristics of language? Discuss language as a tool

of communication.
Ans- Communication, both oral and written is entirely dependent on language.
So, it is important for professionals to know the characteristics of language.
According to Noam Chomsky and Ferdinand de Saussure, language has the
following characteristics:

• Artificial
• Abstract
• Arbitrary
• Creative

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 • Restricted
• Repetitive
• Recursive
1-Language is artificial:
Language is created by people.
Example- The word 'Aids' came into existence when people were infected with
a particular disease.

2-Language is abstract:
Example-The word 'nice' in current time has many meanings:
(a) Pleasant.
(b) Kind
(c) Bad
(d) Modest

3-Language is arbitrary:
Language keeps changing to include new concepts.

4-Language is creative:
As the need arises words are created. These words can be created by different
processes. They are:
➢ Borrowing-The word 'alcohol' has been borrowed from the Arabic
language.
➢ Constructing Portmanteau words-Such words are made by combining the
sound and meaning of two different words.
Example- ‘Edutainment'=Education +entertainment.
➢ Back formation- Here a word is reduced to a word of another type, e.g.
'opt' has come from the word "option'.

5-Language is restricted- we sometimes are unable to express our feelings in

words because language is restricted.

6-Language is repetitive -Language has the capacity for repetition. This may
either improve or impede effective communication.

7-Language is recursive- It means there is no limit to the potential length of

sentence.
Example: ‘This man who is wearing a crumpled suit, which he borrowed from
me to wear to his interview, which was on Wednesday-----'

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Ques-4) Discuss verbal and non-verbal communication.
Ans -Verbal and non- verbal Communication both are fundamental ways of
communication among human individuals.
1-Verbal communication: It uses spoken (Oral communication) or written words
(written communication) to convey information, ideas, and emotions.
a) Oral communication – In the professional world this communication takes
place through speaking. It requires proper knowledge of the subject, logical
ordering of words, right pronunciation and articulation. Fluency, confidence,
proper pitch and volume are the other essentials.
Different forms of formal oral communication are:
• Face-to-face conversations.
• Telephonic conversations.
• Group discussions.
• Workshops.
• Seminars.
• Presentations.
• Speeches.
• Meetings.
b) Written communication- This type of communication uses the written word. It
depends on appropriate words, syntax, grammar, and vocabulary.
In the professional world, written forms of communication are:
• Job application letters.
• Resumes.
• Curriculum Vitae.
• Notices.
• Circulars.
• Bulletins.
• Brochures.
• E-Mails.
• Reports And Proposals
• Emails.
• Formal Letters.
Non-Verbal communication: This communication takes place without the use of
word or spoken language. It is extremely important because people see us before
they hear us. In general communication, words are only 7% effective. Nonverbal
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communication can repeat, compliment, regulate, or contradict verbal
communication. It can also have a great impact on social interactions.
Non-verbal communication can involve a variety of visual and vocal cues. It
includes the following:
1-Kinesics - The word Kinesics has come from the root word Kinesis
which means movement. Kinesics is the name given to the study of the
body’s physical movements.
Body language includes the following aspects of our appearance
• Personal appearance
• Eye Contact
• Posture
• Gesture
• Walking
• Facial expressions
Personal Appearance: ‘People see us before they hear us’. One’s appearance can
put the person into good or hostile attitude. Personal appearance includes clothes,
hair, jewellery, cosmetics and so on.
Eye contact: The study of eye behaviour is called oculesics. ‘Eyes are the
windows to our souls’. Eye-contact signals many things such as interest, affection,
hostility or attraction. A famous psychologist Paul Ekman says that our eyes are
tell -tale signs.
Example:
The smile is real when the eyes create ‘crow’s feet at the outer corner, otherwise
it may be fake.
Posture: Posture refers the way we hold ourselves when we stand, sit or walk.
Different types of postures are:
Slumped posture- shows low spirits.
Erect posture- shows high spirits, energy, confidence.
Lean forward- shows that the person is open, honest and interested.
Lean backward-defensive or disinterested.
Crossed arms- defensive.
Uncrossed arms- willingness to listen.

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Gesture: Gesture is the movement made by hands, arms, shoulders, head etc. In
the formal setting the following gestures should be avoided:
List of Negative gestures -
Shuffling of legs
Playing with a ring
Twisting a chain
Cracking knuckles
Scratching head, biting nails
Tapping feet
Crossing arms or legs
Clearing throat too often
2-Haptics-It is the science and technology of using a person's sense of touch to
transmit and understand information. How one person touches another
communicates a great deal of information. People have different areas of personal
intimacy. A warm, loving touch can lead to positive outcomes while a violent
touch can ultimately lead to a negative outcome. Striking, pushing, pulling and
kicking are the forms of touch in the context of physical abuse.
3-Chronemics: It is the study of how human beings communicate through their
use of time. The most important thing at a work place is the management of time.
When we are late for an appointment, people react negatively. If we arrive early,
we are considered either over-eager or aggressive.
Examples-
Long speeches are boring. Soon the listeners lose interest.
Very short speeches show lack of preparation and confidence.
4-Proxemics: It means the space language. Space dimension or distance between
us and other people tells us about our relation with others and the nature of our
communication with them.
Edward T. Hall give four types of space language

Intimate Personal Social Public

Intimate space language – physical contact to 18 inches.

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Personal space language- 18 inches to 4 feet.
Social space language- 4 to 12 feet.
Public space language- 12 feet to the range of hearing or seeing.

5-Visuals Aids: Nonverbal communication can also include images, such as

those in television, films, photographs, and on the internet.
6-Artifacts: In communication, artifacts are objects that express human thought
and can be used to convey meaning in social interactions. Clothing, body
piercings, car model its colour and interior decoration
Examples- A police officer wears a specific uniform and a doctor wears a
white coat. At a mere glance, these outfits tell others what that person does.
7-Paralinguistics: It is the communication effect of the following:
• Quality of Voice
• Volume
• Pace/Rate
• Pitch
• Pause
• Pronunciation
• Articulation
• Voice Modulation
Quality of Voice-Abraham Lincoln and Winston Churchill worked on the quality
of their voice to become excellent speakers.
Volume- Volume is the loudness or softness of voice.
Too high volume- may sound boorish or sensitive.
Too low volume- conveys lack of confidence.
Pace/Rate- Pace is the number of words spoken per minute. The normal rate is
from 120 to 150 words per minute.
Pitch- Pitch refers to the number of vibrations per second of our voice. A well-
balanced pitch results in a clear and effective tone.
High pitch- shows excitement, joy, anger.
Low pitch- shows shock, guilt, sadness and dullness.

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Pause- A pause is a short silence flanked by words.
Pronunciation-Good pronunciation requires us to speak our sounds in a way that
is generally accepted. The best way is to follow British Received Pronunciation.
Articulation- It is the ability to speak distinctly and produce the sounds in a crisp
and lucid manner.
Examples –
Right Articulation-I do not know.
Wrong Articulation-I dunno.
Voice Modulation- Voice modulation pertains to the way we regulate, vary or
adjust the tone, pitch and volume of the sound. We should pay attention to the
word stress and sentence stress which play an important role in voice modulation.

Ques-5) Discuss the origin of technical communication. What is its

importance?
Ans-- For the Western origin of technical communication we need to go back to
the seventeenth century. The efforts of Royal Society in 1660 promoted the
scientific researches. Internet, e-mail, voice mail and faxes have-made technical
communication effective.
Importance of Technical Communication
Technical communication plays a very important (pivotal) role in any
organization whether it is a business enterprise, an industry or an academic
institution
1. The success of any organization is largely recognized by the quality and
quantity of Information flowing through its personnel.
2. An organization becomes an organized whole because of its
communication.
3. All managerial and administrative activities involve communication, be it
planning, Organizing, coordinating or decision making.

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Ques-6) Distinguish between General and Technical communication.
Ans-Technical communication is the ‘process of communicating a specific
message to a specific audience with a specific purpose’.
Forms of Technical Communication
Oral Forms Written Forms
1- Telephonic conversations 1-Reports
2- Face to face conversations 2-Proposals
3- Meetings 3-E-mails
4- Seminars 4-Brochures
5-Conferences 5-Notices
6-Instructions 6-Circulars
7-Group Discussions 7-Business Letters
8-Presentations 8- Research Papers
9-Interviews 9-Resume

Technical Writing: According to Pauley and Riordan “Technical writing is the

practical writing that people do as a part of their jobs”.
General Writing: This type of writing covers general topics that readers find
interesting.
Difference between Technical and General Writing

Technical Writing General Writing

1-Examples of technical writing are- 1-Examples of general writing are -

reports, proposals, e-mails, brochures. novels, plays, stories, poems etc.

2-Messages are specific. 2-Messages are not specific.

3-Messages are for a specific 3- Messages are not always for a
audience. specific audience.
4-Messages have a specific purpose. 4- The purpose may be mere delight.
The purpose may be:
• To inform.
• To persuade.
• To Instruct.
5- Formal style and approach 5- Informal style and approach.

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 6- There is a set pattern of 6- There is no set pattern of
communication. communication.
7-The approach is objective. 7- The approach may be subjective.
8-It involves jargons frequently. 8- It does not involve jargon.
9- Important features are: 9-It may be lengthy, inaccurate and
• Accuracy. ambiguous.
• Brevity.
• Clarity.
10-Arrangement of ideas follow a 10-Arrangement of ideas does not
logical order always follow a rational order.

Ques-7) What are the 7Cs of communication? Discuss.

Ans- Clear and effective communication is a vital skill in life, and at work. While
there are lots of different communication tools and techniques that help us to
improve, the 7 Cs offer an easy way to ensure that our communication is always
effective. The 7Cs of effective communication are:
1. Clarity.
2. Conciseness.
3. Concreteness.
4. Correctness.
5. Coherence.
6. Completeness.
7. Courtesy.
1.Clarity
Make sure that it's easy for your reader to understand your meaning. People
shouldn't have to "read between the lines" and make assumptions on their own to
understand what you're trying to say.
2. Conciseness
‘Brevity is the soul of wit’ has been rightly said by Shakespeare. Your audience
doesn't want to read six sentences when you could communicate your message in
three.

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3. Concreteness
When your message is concrete, your audience has a clear picture of what you're
telling them. There are details (but not too many!) and vivid facts, and there's
laser-like focus. Your message is solid.

4. Correctness
When your communication is correct, your audience will be able to understand
it. Both the details and the language used for communication should be correct.
5. Coherence
When your communication is coherent, it's logical. All points are connected and
relevant to the main topic, and the tone and flow of the text is consistent.
6. Completeness
In a complete message, the audience has everything they need to be informed.
7. Courtesy
Courteous communication is friendly, open and honest. There are no hidden
insults or passive-aggressive tones. You keep your reader's viewpoint in mind,
and you're empathetic to their needs.

Ques 8) Discuss the flow of communication in an organisation.

Ans- The flow of Communication is the pattern of how messages are sent,
received, and processed among individuals or groups of people.
Formal Flow /Channels of Communication
Information of various kinds flowing through formal channels, such as policy,
reports is known as formal communication. The formal flow of communication
can be categorized into four main types namely;
• Upward communication
• Downward communication
• Horizontal
• Crosswise communication.

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1-Downward Communication
• It flows from a manager down the chain of command.
• It is generally used to convey routine information, new policies or
procedures to seek information or ask for an analysis etc.
• It increases awareness about the organization among subordinates and
employees.
• It can take the forms of memos, notices etc.
2-Upward Communication
• It is also known as bottom-up communication.
• It moves from the subordinate staff to the superiors. It is information
moving from lower levels of the hierarchy to higher levels.
• It keeps managers aware of how employees feel about their jobs,
colleagues and the organization in general.
• Managers also rely on it for making certain decisions or solving some
problems which concern the organization.
• It gives an opportunity to the employees to vent their problems and
grievances.
• Upward communication helps in identifying problems, grievances, and
other issues that need to be addressed by the management.
3-Lateral or Horizontal Communication
• This form of communication takes place among peer groups or
hierarchically equivalent employees.
• It is the most frequently used channel of communication.
• It saves time and promotes understanding and coordination among various
departments.
This type of communication is essential for employees to collaborate, share
information, and coordinate their activities with their colleagues. Horizontal
communication helps in promoting teamwork, enhancing problem-solving
skills, and improving overall productivity.

4-Diagonal or Crosswise Communication

• It flows in all directions and cuts across functions and levels in
communication.
• There is no specific line of command.
• It is also called radial or circular communication.
• It is quick and efficient.

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Advantages of Formal Channels of Communication
• Formal communication lifts up the image of organizations in a professional
manner.
• It empowers employees at managerial positions with decision making and
strategy development.
• Formal communication improves productivity at various levels in multi-
fold ways.
• Formal Communication ensures that the complete organization is kept
intact as a single entity, irrespective of the distance between employees,
managers, departments, branches etc.
Disadvantages of Formal Channels of Communication
• Formal communication involves hierarchy in communication.
• Following a hierarchy makes the communication task a time consuming
one
• Owing to its nature, Formal Communication does not allow free flow of
information.
• Formal Communication involves certain set of activities which add cost
along with the stringent practices.
• Due to the hierarchy involved in formal communication, human touch
between the top level and the lower levels ceases to exist in many
organizations.

Grapevine/Informal Channel of Communication

Grapevine is an informal channel of communication. Information that passes
through informal means is not official but may be merely rumours or gossips. It
follows no set rules and spreads like the vine of grapes in any direction,
anywhere. It generally takes place among peer groups.

Features of Grapevine
• If prevails more in the middle and lower rings of the organizations.
• Information through grapevines spread very fast and flows in every
direction.

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 • This communication takes place between people in an organization due to
their personal, social or professional needs.
• Informal communication usually spreads and discusses rumours that have
no basis.
• At times, it may have some crucial information useful to Management.
• It has no fixed standards or guidelines.
• It happens in a haphazard manner in organizations.
• Owing to the nature of the same, Informal communication is considered
unofficial and casual.
Reasons
• Low confidence of the employees.
• Low efficiency of the employees.
• Problems with formal channels.
• Preferential treatment of the superiors.
• Lack of direction.
• Psychological issues.
Advantages
• Rapid.
• Multidirectional.
• Not expensive.
• It serves as an outlet for worries and frustrations.
• It is a measure of public opinion.
• It promotes unity and solidarity.
• It carries more information than the formal communication system.
• At times it is more effective than the formal channels of communication
Pitfalls
• May reveal some degree of error.
• May be harmful in case it is baseless and imaginary.
• Unreliable and incomplete information.
• Nobody takes the responsibility for it.

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 • May cause damage to the organization because of its excessive swiftness.
Despite the pitfalls mentioned above, grapevines can be used in an effective
manner.

Que9) State the different barriers to communication and methods

of overcoming them.
Ans-Definition: Hurdles or problems which affect the transmission of
information from sender to the receiver in the communication process are called
communication barriers.
Barriers occur at various levels. It is necessary to understand communication
barriers, so that workable steps can be taken to remove them for effective
communication.
Classification of Barriers
1-Intrapersonal
2-Interpersonal
3-Organizational
1-Intrapersonal Barriers
The obstacles within the person are intrapersonal barriers.These barriers
occur due to an individual’s attitude, opinion, atmosphere etc. We interpret the
same information as per our thinking.
Causes-
• Varied Perception: Individual in an organization perceive situations in
different ways, e.g. The story of six blind men tells us how people have
varied perceptions. The elephant is perceived by each blind man as a fan,
a rope, a wall, a sword, a snake and a tree.
• Wrong assumption: Sometimes the sender of the message does not have
proper knowledge about the background of the receiver. His wrong
assumptions act as a barrier.
Example- When a doctor tells his patient that he has to take a medicine
only as ‘SOS’, without knowing whether the patient understands the term
or not, it is wrong assumption.

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 • Impervious Categories:
These are-
Misoneists (people having a closed mind).
Pansophists (people who think they know it all).
• Different Background: For proper communication it is necessary to know
the background of the receiver of the message, e.g. a representative of a
computer company will not make much sense to a group of doctors if he
goes into the details about the hardware aspects of computers.

2-Interpersonal Barriers:
The obstacles that hinder effective communication between people are
interpersonal barriers.
Causes-
• Cultural Variation: This is one of the predominant factors in
communication failure. Our success as professionals lies in knowing the
business practices, social customs and manners of a particular country.
• Attitude: If an information does not agree with our attitude and opinion,
we do not react favourably. This disturbs the process of communication.
• Limited Vocabulary: It can be a major barrier in communication. During
our speech if we are at a loss of words, it leaves a poor impression.
• Misinterpretations of words: Some words are capable of communicating a
variety of meanings. This can create confusion in the mind of the receiver
of the message. It may be possible that he does not assign the same meaning
to the word which the transmitter of the message had intended.
• Poor Listening Skills: A lot of misunderstanding can be avoided if we
listen to the communicator with attention. Various factors that hinder
listening can be-emotional disturbance, indifference, aggressiveness and
wandering attention.
• Emotional Outburst: If the communicator is perplexed, worried, excited,
afraid and nervous, he will not be able to communicate his message
properly.
• Noise: It is an unwanted signal which creates hindrance in the process of
communication.

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 3-Semantic Barriers:
Semantic barriers are also called language barriers. These barriers distort the
decoding of message. They occur between the sender and receiver due to the
following reasons -
• Use of ambiguous words or phrases.
• Differences in interpretation.
Example -Different interpretations of meaning. For example, the word
‘cheap’ has two meanings.
1- Inferior in quality
2- less price
The communicator may get confused.
• Assumptions based on connotative meanings.
• Use of unfamiliar jargon by the sender of the message.
• Bad expressions.
• Use of symbols or words with different meanings.
• Faulty writing.
These obstacles distort the meaning of a message.
4-Organizational Barriers:
These are the barriers that prevent effective communication within
the organization.
Causes-
• Fear of Superiors: This a major barrier to communication. Subordinates
are sometimes unable to put their point of view in a rigidly structured
organization.
• Information Overload: Sometimes the receiver of the message is unable
to handle the huge amount of data. In this case, the relevant
(important) information gets mixed up with the irrelevant(unimportant)
details and therefore goes ignored by him.
• Too Many Transfer Stations: If there are many transfer stations in a
communication chain they may act as the barriers.
• Wrong Choice of Medium: Various media of communication available to
us are-oral, written, visual, audio-visual etc.

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 Example: Suppose an employee wants to express his regrets to his
supervisor over his misconduct. In this case, the written explanation will
not serve the purpose but face to face communication will be the best.

5- Physical Barriers:
Physical barriers to communication are the factors that interfere with a
conversation.
Causes-
• Noise- Noise is a sound or malfunction that interrupts the sending and
reception of messages during a conversation.
Example-
The loud noise from outside can cause people sitting inside to mishear the
communication.
• Message Distortion- It occurs when the sender creates a message and
omits an important detail.
• Technical Difficulties -It may be due to the malfunction of the channel
transporting the message.
• Time-Time can impact the clarity of communication.
Time barrier occurs when people work in different time zones.
Example- India and England have different time zones. This difference in
time zones may act as a barrier.
• Physical Discomfort.

Ques-10) What steps can be taken to overcome the barriers to

communication?

Ans
Steps to Overcome the Barriers
To Communication
• Plan and clarify ideas.
• Create a climate of trust and confidence.
• Time the message properly. For this, what, where, who, why, how are
very important.
• Words should be reinforced by actions.
• Communicate efficiently.
• Use feedback.
• There should be clarity in the message.

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 • Use simple and meaningful language.
• Communication should be purposeful.
• Try to make one to one communication.
• Be sincere and honest regarding what you say.

Ques-11) Discuss the process of listening and its types. What are the
techniques of effective listening?
Ans-No communication is complete without listening. Several studies have
indicated that business people spend almost 45 percent of their working time in
listening. According to management guru Tom Peters ‘Listening is an essential
management and leadership skill.

Difference between Listening and Hearing- Listening is a process of

receiving, interpreting and reacting to a message received from the speaker. It
requires focused attention, intention, and conscious effort.
Hearing is an automatic, involuntary physiological process that happens
automatically when sound reaches your ears.

Types of Listening:
Active listening.
Inactive listening.
Casual listening.
Biased listening.
Critical listening.
Empathetic Listening.
False listening.
Partial listening.
Reflective listening.
Listening Process- Listening process involves the following steps:
• Receiving.
• Decoding.
• Evaluating.
• Responding.
• Remembering.

1- Receiving- The listener perceives sound and identifies them as words.

2-Decoding / Understanding- The listener understands the words and gives
meaning to the words.
3-Evaluating-The listener analyses the information.
4-Responding- The listener provides feedback to the speaker, either verbally or
non- verbally. This can include asking questions or summarizing the key points.
5-Remembering-The listener stores the message so that he can recall it later.
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If anyone of the above- mentioned steps breaks down, the listening process
becomes less effective or even fails entirely.

Step1 -Receiving

Step 5 Step2 Decoding

Remembering

Step4-Responding Step3-Evaluating

Poor Listening Habits

• Assuming that he or she knows everything that is important to know.
• Interrupting forcefully.
• Hearing not listening.
• Labelling the subject matter uninteresting.
• Doubting speaker’s attention.
• Listening only for points of disagreement.
• Criticizing the delivery or the appearance of the speaker.
• Taking down no notes or ineffective notes.
• Becoming too stimulated.
• Listening only for facts.

Reasons for Poor Listening

• Listening training is unavailable.
• Speed of thought is more than speed of speech. Most of us speak at the
rate of about 125 words per minute. However, we have the mental
capacity to understand someone speaking at 400-500 words per minute.
Our mind starts wandering because we still have 75%of unutilized mental
capacity.
• Numerous tests confirm that humans are inefficient listeners.

Tips for Effective Listening/Overcoming the Barriers to Communication

• Be non- evaluative about the speaker’s personal qualities, right or wrong
good or bad, suitable or unsuitable.
• Simply paraphrase and enquire from speaker to clarify a point.

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 Example- 1- ‘So you mean to say that--------------.
2- ‘As I gather, you want to tell-----------’.
• Encourage the speaker to further extend the ideas.
Example-‘So,you are suggesting that we might---------’ .
• Empathize with the speaker to experience what they feel.
• Use a warm, informal and friendly tone.
• Be careful with your body language.
• Use non-verbal techniques to indicate your attentiveness.

Ques- 12) When you are receiving requests for interviews, it is time to
understand how to succeed in the job interview. Discuss.
Ans- Interviews vary from situation to situation like journalistic interview,
academic interview, job oriented professional interview, opinion seeking data
collection interview, police interview and personal interview. Here we are
mainly concerned with employment interview. An employment interview is a
formal meeting during which both the interviewee and the prospective
employer ask questions and exchange information.

These meetings have a dual purpose:

(1) The organization's main objective is to find the best person available for the
job.
(2) The candidate’s main objective is to find the job best suited to his goals and
capabilities.

Typical Sequence of Job Interviews

Most employers interview an applicant two or three times before deciding to
make a job offer. They are:
a) Screening Stage- This is the first stage which is generally held on campus
for the new college hires. Interviews at this stage are frequently structured. The
candidates are roughly asked the same questions. The best approach to an
interview at this stage is to keep responses short and to the point.
b) Selection Stage- During this stage the candidate will talk to several people in
succession- such as a member of the human resource department, one or two
potential colleagues and one or more managers including your potential
supervisor. The candidate may face a panel interview during which several
interviewers ask questions during a single session.

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Tips for Success in an Interview
• Conduct research on the employer, hiring manager, job opportunity.
Information sources include the organization’s website, other published
material, search engines and your network of contacts.
• Another key to interview success is preparing responses to expected
interview questions.
• Plan out a wardrobe that fits the organization and its culture.
• Arrive on time for the interview. Arriving a bit early is also a chance to
observe the dynamics of the workplace.
• Make good first impression. Be polite and offer warm greetings to the
staff members you meet. When greeting your interviewer stand, smile and
make eye contact.
• Having a positive attitude and expressing enthusiasm for the job and
employer are vital in the initial stages of the interview.
• Be authentic, upbeat, focused, confident, candid and prompt in response.
• Body language should be proper. Poor body language can be a distraction
or a reason not to hire you-
(a) Detrimental forms of body language are: slouching,
looking off in the distance, playing with pen, fidgeting
in chair, brushing back hair, scratching head, touching
face repeatedly, chewing gum, mumbling.
(b) Effective forms of body language are: smiling, eye
contact, solid posture, active listening, nodding.
• Even if the hiring manager is through with his or her discussions about
the job opening and what is expected, you must ask a few questions.
Employers make a judgment about an applicant’s interest in the job by
whether or not the interviewee asks questions.
• The most qualified candidate is often the job seeker who does the best job
in responding to interview questions and showcasing his ability. Sell
yourself throughout the deal and close the deal.
• Courtesy and politeness are essential for success in an interview. Thank
each person who interviews you. Write thank-you emails shortly after the
interview.

Ques 13) Group discussion is a very important round in the selection

process. Discuss.
Ans-A group discussion is a structured conversation in which a group of people
exchange ideas, share perspectives and find solutions to a particular problem.
Process of a Group Discussion
A leaderless group of 8-10 candidates is formed. A topic is given and the group
is asked to analyse and discuss it among themselves within a given time limit

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i.e. 15 – 20 minutes. The group is given a few minutes to think about the topic
before the discussion starts. A panelist or a group of panelists observe the
proceedings and evaluates the members of the group.

Importance
Group discussion is an important round in the selection process, be it for an
MBA course, campus recruitment or for any graduate /postgraduate degree. The
selection committee conducts group discussion to gauge whether the candidate
has certain personality traits and skills that it desires in its members.

The Personality Traits and Skills which the Selection Committee looks for
in the Members of the Group Discussion:

• Communication Skills
• Interpersonal Skills
• Leadership Skills
• Motivational Skills
• Team Building Skills
• Analytical Skills
• Reasoning Ability
• Novelty in Thinking
• Initiative
• Assertiveness
• Flexibility
• Creativity
• Ability to think and act independently

Do’s and Don’ts of a Group Discussion

One needs to know that one’s objective in the group is to be noticed by the
panel and to contribute meaningfully in an attempt to help the group reach the
right consensus. The first thing is that the panel should notice you. The
following tips can help the participants perform well in the GD.
• Avoid fancy and funny dressing.
• Take time to organize your thoughts before speaking.
• Starting the GD is a big plus. But take the initiative of starting it only
when you have understood the topic clearly and have some knowledge.
• Maintain eye contact with the team members while speaking.
• Maintain positive attitude and positive body language.
• Listen carefully to the other group members. Allow them to speak even if
you do not agree with their thoughts. Put your point once they stop.
• Speak politely, clearly and sensibly.
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 • If the group is digressing from the topic, take the initiative of bringing the
discussion on the track.

Ques -14) Write a note on ice-breaking.

Ans- An Ice-breaker is a communication technique that uses activities or

games to help people feel comfortable and interact with each other.
Icebreakers are exercises that spark discussions so that the employees can learn
more about each other. There are many icebreaker games that can encourage
specific discussions or build new skills.

Types of Icebreakers
• Team -building icebreakers.
• Group icebreakers
• Problem -solving or puzzle icebreakers
• Meeting or event icebreaker
• Introductory icebreaker
Depending on the icebreaker you choose and the number of participants, the
activity usually lasts from five to fifteen minutes.

A Few Ways to Break the Ice

Examples:
1-The Time Machine Question- Ask participants to answer the question such as-
“If you were able to travel through time, in which time period would you go and
why?”
2-Two Lies and a Truth-Ask a participant to share two truths and a lie and then
tell others to guess the lie.

Importance of Icebreakers
• They help in getting through the first difficulties in starting a
conversation or discussion.
• The amount of time used for icebreaking is enough to get participants feel
comfortable and loosen up nerves before proceeding to a project or a
meeting.
• They are great for starting meetings, team building and making people
receptive to learning.
• They improve listening techniques.
• They strengthen communication skills. Knowing how to convey
information concisely and clearly is essential.
• Improve effective feedback skills. Icebreaker exercises teach employees
how to get the information across in a positive way.

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 • Icebreakers are a quick, affordable way to learn more about the
employees. Their strengths and weaknesses can be identified.
• Coworkers who know about their colleagues’ perspectives can form
collaborative relationships.
• Many icebreakers can help employees develop good communication,
critical thinking and problem- solving skills.

Ques-15) It is very important to have telephone etiquettes. Discuss.

Ans- In the modern world we use various channels of communication such as
automated answering machines, texting, emails etc. However, some people still
prefer telephone communication.

Meaning of Telephone Etiquettes

Telephone etiquette implies the manners of using telephone communication.

Telephone Etiquettes include the following:

• Greeting
• The way we represent our business
• The way we present ourselves
• The tone of our voice
• The choice of words
• Listening skills
• The closure to the call

Importance of Telephone Etiquettes

• When it comes to business communication, phone call remains the best
way to communicate professionally. Telephone etiquettes are extremely
important. Nothing leaves a bad taste in the mouth of potential clients
faster than bad phone manners.
• It gives personal touch and clarity.
• Telephone etiquettes make the other person feel respected. It builds the
relationship in the professional world. It gives the other person a
consistent and well -rounded experience.
Dos

Telephone communication becomes effective if we follow telephone etiquettes.

• The golden rule is ‘make the kind of call you would like to receive’.
• Demonstrate professionalism and create a good impression.

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• Try answering the calls in the first three rings. This makes the caller
valued.
• Start with a proper greeting.
• The call should start with the exchange of identification of the speakers.
• Sound warm.
• The tone should be positive.
• The pitch should be pleasant.
• Body language radiates through our tone and style of talking so we
should use professional body language when we are on a phone call.
• Handle the situation tactfully. The choice of words should be soft yet
stern and should not at all offend the caller.
• Give undivided attention while talking over phone call. Be an active
listener.
• Before placing call on hold for any reason, seek permission from the
other person.
• Ensure all the questions are asked.
• Ensure all the solutions are given.

Don’ts
• Do not depend on mood swings while deciding to receive a professional
call.
• Do not answer the phone too casually in a business setting.
• Do not leave people on hold for a long period of time.
• Do not talk with your mouth full.
• Do not speak too loudly.
• Do not lean too heavily on voicemail.
• Don’t be afraid to switch mediums e.g. using a virtual phone number for
business to communicating them via skype or text
• Do not use speaker while communicating.
• Avoid talking over phone call in a crowded place.
• Don’t be ambiguous while talking.
• Avoid roundabout conversation.
• Don’t be rude or impolite.

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END OF MODULE ONE

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