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1. EDUCATION HOLE PRESENTS
PROFESSIONAL COMMUNICATION
Unit-I

2. Fundamentals of Communication............................................................................................ 3
Technical Communication ................................................................................................................3
Technical Communication – Targets a Specific Reader ........................................................................................4
Technical Communication – Helps readers solve problems .................................................................................4
Technical Communication – Part of organizational context.................................................................................5
Technical Communication – Created collaboratively ...........................................................................................5
Technical Communication – Synergy of words and graphics................................................................................5
Technical Communication – Involves visualization...............................................................................................5
Technical Communication – Involves high-tech tools...........................................................................................6
Distinction between General and Technical communication.............................................................6
General.............................................................................................................................................................6
Technical...........................................................................................................................................................6
Language as a tool of communication ..............................................................................................7
Levels of technical communication .......................................................................................... 8
Interpersonal communications.........................................................................................................8
Elements of Interpersonal Communication..........................................................................................................8
The Communicators..............................................................................................................................................8
The Message.........................................................................................................................................................8
Noise.....................................................................................................................................................................9
Feedback...............................................................................................................................................................9
Organizational communications.......................................................................................................9
Mass communications.................................................................................................................... 10
The flow of technical Communication.................................................................................... 11
Downward Technical Communication................................................................................................................11
Upward Technical Communication.....................................................................................................................11
Advantages of Upward Communication....................................................................................... 11
Horizontal Technical Communication ............................................................................................. 12
Importance of technical communication............................................................................................................12
Barriers to Communication ............................................................................................................ 13
1. Lack of Sensitivity to Receiver ....................................................................................................................13
2. Lack of Basic Communication Skills ............................................................................................................13
3. Insufficient Knowledge of the Subject........................................................................................................13
4. Information Overload.................................................................................................................................13
5. Emotional Interference...............................................................................................................................13
Transmitting Barriers ..........................................................................................................................................13
1. Physical Distractions...................................................................................................................................14
2. Conflicting Messages..................................................................................................................................14
3. Channel Barriers .........................................................................................................................................14

3. Fundamentals of Communication
Technical Communication
Technical communication is a broad field and includes any form of communication that exhibits
one or more of the following characteristics:
• Communicating about technical or specialized topics, such as computer applications,
medical procedures, or environmental regulations.
• Communicating by using technology, such as web pages, help files, or social media sites.
• Providing instructions about how to do something, regardless of how technical the task is
or even if technology is used to create or distribute that communication.
The value that technical communicators deliver is twofold: They make information more useable
and accessible to those who need that information, and in doing so, they advance the goals of the
companies or organizations that employ them. The following examples illustrate the value of the
products technical communicators produce or the services they provide.
• Software instructions help users be more successful on their own, improving how easily
those products gain acceptance into the marketplace and reducing costs to support them.
• Medical instructions help patients and care-providers manage a patient’s treatment,
improving the health of the patient while reducing costs and risks associated with
incorrect care.
• Functional specifications and proposals help one group of technical experts communicate
effectively with other technical experts, speeding up development cycles, reducing
rework caused by misunderstandings, and eliminating risks associated with
miscommunication.
• Training programs provide people with new or improved skills, making them more
employable and their organizations and products more efficient and safe.

4. • Well-designed websites make it easier for users to find information, increasing user
traffic to and satisfaction with those websites.
• Technical illustrations clarify steps or identify the parts of a product, letting users focus
on getting their task done quickly or more accurately.
• Usability studies uncover problems with how products present themselves to users,
helping those products become more user friendly.
Features of Technical Communication
Technical Communication – Targets a Specific Reader
The most significant characteristics of technical communication is that you have to customize the
information for a particular reader. This method is to bring in personal warmth to your
document. Sometimes you will be aware of your potential reader, then your job is easy. For
instance, writing a proposal to your manager. There you will think about that person’s
background, responsibilities, history with organization, attitudes and alike. While preparing the
proposal you will be considering these factors to entice the manager and to make it very
effective.
Imagine a situation, where you are writing to several people with diverse needs. There you have
to create a hypothetical profile by picking commonalities of the potential readersEven though
technical communication is addressed to particular readers, sometimes it is read by people who
were never intended to be the audience. Keeping this in mind, you must be careful that all your
writing reflects the highest standards of professionalism.
Technical Communication – Helps readers solve problems
Lindsey Robbins describes technical communication as a conversation between the user and the
technical writer – in the sense that the technical writer must anticipate the questions a user would
ask about the software. Robbins states that ”Sometimes, your users or constituents won’t know
the correct question to ask. In those situations, try to think out the questions for them and answer
them in advance. Provide them with the conversation starter and they’re more likely to be
engaged. People read technical communication to help them solve problems; people also write
and distribute technical communication to help solve problems. For instance, before joining this
course, you read the SMU DDE prospectus and related web details to solve the problem, i.e.,
selecting a course of your choice.

5. Technical Communication – Part of organizational context
Technical Communication is created by people working within or for an organization to further
its goals. Consider, for example, Education Department that oversees the programs in vocational
education. Every activity undertaken by the department involves technical communication. The
Educational Department submits an annual report to the government. This envisages each
vocational program offered by the department, indicating what need it was intended to address,
who delivered it, who enrolled in it, where and when it was offered, how much it cost, and how
much money was generated. The report also covers the success and failures of each program and
offers recommendations on how to make it more effective next time.
The concerned department also produces a vast quantity of technical information for the public
as well in the form of flyers, brochures, pamphlets and even radio, print and television
advertisements to publicize its offerings. Furthermore, the course material in the form of texts,
work books, audio and video support materials forms a part of technical communication.
Technical Communication – Created collaboratively
Technical communicators are not a separate entity; they work with other creative people like
production specialists, lawyers, subject matter experts and technical professionals to create a
better document to convey the synergy and creativity of the thus made collaboration.
Collaboration is common in technical communication because no one person has all the
information, skill and time to put together a big document. Because of the collaborative nature of
technical communication, inter-personal skills are very essential. Technical writer should be able
to listen to people with other views, express views clearly and diplomatically, and compromise.
Technical Communication – Synergy of words and graphics
Technical Communication is an effective combination of words and graphical images. Graphical
images can clearly convey complex concepts which cannot be easily conveyed through words.
Moreover, they can describe, communicate instructions, and also communicate large amount of
quantifiable data. It can also communicate with non-native speakers of English and make the
document more interesting and appealing to readers. Therefore, for narrative purpose a writer
can depend on words and for simplification of concepts, can depend on graphics. In short,
Technical Communication is a synergy of both words and graphics.
Technical Communication – Involves visualization
Design features make the technical document more effective and user friendly to the reader, as
80% of the communication is through non-verbal cues. Technical communicators visualize
documents for the following purposes.

6. 1. To make the document attractive, as a good design can entice the reader into the textual
content
2. To help the reader navigate the document. Normally, technical documents are lengthy and run
to many pages, and most readers want to ready only parts of it. Design features help them to see
where they are and what they want from the text
3. To help the reader understand the document. Design features help in the organization of the
content, and a reader can easily recognize the patterns, colors, size of the design elements, and be
able to better understand the document.
Technical Communication – Involves high-tech tools
Technical Communication is produced on high-tech tools. The personal computer along with the
printer is used in every phase of the document production. Technical writer uses word –
processing software; graphics software and desktop publishing software for the completion of
technical communication. As Information technology develops, becoming more powerful, easier
to use, and less expensive, technical communicators and technical professionals alike are
continuously upgrading their skills
Distinction between General and Technical communication
General
It contains a general message
It is mostly informal in style or approach
It does not follow a set pattern of communication
It is mostly oral
It does not involve use of any vocabulary or graphics part
Expression is based on general communication
It is applicable type
It talks about the process
It is not used always for specific audiences
Technical
• It involves use of technical vocabulary, graphics and some more
• It is used always for specific audiences
• It is both oral and written
• It talks about the products
• It contains a technical message
• It follows a set pattern of communication
• It is solution type

7. • It is mostly formal
Experience is based on business communication
Language as a tool of communication
Technical communicators generally tailor information to a specific audience, which may be
subject matter experts, consumers, end users, etc. Technical communicators often work
collaboratively to create deliverables for various media. Deliverables include online help, user
manuals, white papers, specifications, industrial videos, reference cards, data sheets, journal
articles, patents, and forms and documents.Technical domains can be of any kind, including the
soft and hard sciences, high technology including computers and software and consumer
electronics.
Technical communication jobs include the following:
• Technical Writer
• Technical editor
• Technical illustrator
• Information architect
• Usability expert
• User interface designer
• User experience designer
• Technical trainer
• Technical translator
• API writer
The following types of tools are typically used to author and present technical documents:
1. Desktop Publishing Tools or Word Processors are used to produce printed manuals or
digital documents in print format. Microsoft Word and Adobe FrameMaker are two tools
commonly used by technical writers.
2. Help Authoring Tools are used to create online help systems, which are either packaged
with software products, delivered through a web browser or provided as files the user can
view on their computer. Adobe RoboHelp, Author-it and HelpNDoc are commonly used
tools.
3. Wiki Systems are also used to produce technical documents, mainly for consumption
within the organization but sometimes also for external users. MediaWiki and Atlassian
Confluence are two commonly used platforms.

8. Levels of technical communication
Interpersonal communications
Interpersonal communication is the process by which people exchange information, feelings, and
meaning through verbal and non-verbal messages: it is face-to-face communication.
Interpersonal communication is not just about what is actually said - the language used - but how
it is said and the non-verbal messages sent through tone of voice, facial expressions, gestures and
body language.
When two or more people are in the same place and are aware of each other's presence, then
communication is taking place, no matter how subtle or unintentional. Without speech, an
observer may be using cues of posture, facial expression, and dress to form an impression of the
other's role, emotional state, personality and/or intentions. Although no communication may be
intended, people receive messages through such forms of non-verbal behaviour.
Elements of Interpersonal Communication
Much research has been done to try to break down interpersonal communication into a number
of elements in order that it can be more easily understood. Commonly these elements include:
The Communicators
For any communication to occur there must be at least two people involved. It is easy to think
about communication involving a sender and a receiver of a message. However, the problem
with this way of seeing a relationship is that it presents communication as a one-way process
where one person sends the message and the other receives it. While one person is talking and
another is listening, for example.
In fact communications are almost always complex, two-way processes, with people sending and
receiving messages to and from each other simultaneously. In other words, communication is an
interactive process. While one person is talking the other is listening - but while listening they
are also sending feedback in the form of smiles, head nods etc.
The Message
Message not only means the speech used or information conveyed, but also the non-verbal
messages exchanged such as facial expressions, tone of voice, gestures and body language. Non-

9. verbal behaviour can convey additional information about the spoken message. In particular, it
can reveal more about emotional attitudes which may underlie the content of speech.
Noise
Noise has a special meaning in communication theory. It refers to anything that distorts the
message, so that what is received is different from what is intended by the speaker. Whilst
physical 'noise' (for example, background sounds or a low-flying jet plane) can interfere with
communication, other factors are considered to be ‘noise’. The use of complicated jargon,
inappropriate body language, inattention, disinterest, and cultural differences can be considered
'noise' in the context of interpersonal communication. In other words, any distortions or
inconsistencies that occur during an attempt to communicate can be seen as noise.
Feedback
Feedback consists of messages the receiver returns, which allows the sender to know how
accurately the message has been received, as well as the receiver's reaction. The receiver may
also respond to the unintentional message as well as the intentional message. Types of feedback
range from direct verbal statements, for example "Say that again, I don't understand", to subtle
facial expressions or changes in posture that might indicate to the sender that the receiver feels
uncomfortable with the message. Feedback allows the sender to regulate, adapt or repeat the
message in order to improve communication.
Organizational communications
The Organizational Communication program explores effective and participatory communication
across business and organizational settings. Through a blend of courses that focus on both theory
and practice, you will develop your individual communication skills as well as a skill set that
includes:
• Ability to think, speak and write clearly
• Confidence to act as an ethical communicator
• Viewing communication events from multiple perspectives
• Understanding the multicultural chracter of communication in contemporary workplaces
and society
• Analyzing and evaluate variables that operate in verbal transactions
• Recognizing the connections between organizational communication and other fields of
study

10. As an Organizational Communication major, you will have the opportunity to take a variety of
courses covering a broad range of topics, or take courses that are closely related to your specific
area of interest. Courses include:
• Business and professional communication
• Communication and consulting
• Communication and corporate culture
• Communication and group decision-making
• Conflict management and negotiation
• Ethics
• Health communication
• Intercultural communication
• Leadership and teambuilding
• Public speaking
You are also encouraged to complete an internship, giving you the opportunity to apply your
coursework to real-world experiences.
With this program, you may choose to concentrate in Latino Media & Communication. This
concentration will teach you how to think critically about all aspects of media and
communication, with a particular focus on Latino media and Latino communities.
We also offer combined bachelor's/master's degree programs, which allows you to complete a
bachelor's degree and a graduate degree in five years. You may choose to combine your BA
in Organizational Communication with one of the following master's degree programs:
• Health Communication
• Journalism
• Media and Cinema Studies
• Organizational and Multicultural Communication
• Relational Communication
Mass communications
Mass communication technically refers to the process of transferring or transmitting a message
to a large group of people — typically, this requires the use of some form of media such as
newspapers, television, or the Internet. Another definition of the term, and perhaps the most
common one, refers to an academic study of how messages are relayed to large groups of people
instantaneously. This area of study, most often referred to as mass comm, is offered at many
colleges and universities worldwide as an area of study, and some colleges teach nothing but
mass comm. Due to its pertinence to all people around the world, mass comm is becoming more
popular and may offer graduates careers in various countries worldwide.

11. The flow of technical Communication
Downward Technical Communication
• It follows organizational chart
• Number and type of messages going each way
• Downward communication is good indication of management skills.
The value that technical communicators deliver is twofold: They make information more useable
and accessible to those who need that information, and in doing so, they advance the goals of the
companies or organizations that employ them. The following examples illustrate the value of the
products technical communicators produce or the services they provide
Upward Technical Communication
Communication is a very important part of working in the business environment. Managers must
be able to communicate with employees and employees must be able to communicate with
managers in order to have a profitable business. Upward communication is the flow of
information from front line employees to managers, supervisors and directors.
Advantages of Upward Communication
Upward communication keeps managers
aware of how employees feel about their jobs,
policies and procedures, and the business in
general.
Some advantages of upward communication
are:
• Feedback: Managers can get feedback from
employees that can help improve
organizational development. Employees who
are encouraged to provide feedback feel respected and that they have a say in how the
organization is run.
• Mutual Trust: Mutual trust brings employees and managers closer to each other. As trust grows,
relationships between employees and managers become stronger.

12. • Introduction of New Policies: Front line employees do the work every day. They can usually
tell managers if something works or doesn't work. Employees can be instrumental in forming
new policies or changing those that are outdated.
Horizontal Technical Communication
• Functional, but too often developed on an ad-hoc basis and leaves to chance who works
together.
• Participants in each type
• Quality of horizontal communicaiton indicates degree to which people work effectively
outside the chain of command.
Imagine a situation, where you are writing to several people with diverse needs. There you
have to create a hypothetical profile by picking commonalities of the potential readersEven
though technical communication is addressed to particular readers, sometimes it is read by
people who were never intended to be the audience. Keeping this in mind, you must be
careful that all your writing reflects the highest standards of professionalism
Importance of technical communication
Various surveys show that “process skills” are more important than technical knowledge to
working engineers. A 1997 study, conducted by several engineering faculty at Northeastern
University, examined the responses of 133 Northeastern alumni who graduated between 1990
and 1996 in mechanical engineering technology, electrical engineering technology, and computer
technology. The respondents felt that in general, “the areas of greatest importance [to engineers]
are problem solving, accomplishing tasks within the organization, teamwork, oral
communications, professional ethics, writing skills, and use of personal computer tools.” (The
least important areas were differential equations and basic engineering areas, like thermo/fluids
and materials.)
Similar studies conducted at Ohio State University, Purdue University, and the New Jersey
Institute of Technology have arrived at similar findings. Problem solving is considered the most
important skill, but secondary to that are teamwork, communication (oral and written), and
management skill. One curricular conclusion from the Northeastern study was that the
engineering curriculum should focus more on design projects, lab reports, and also on group
reports—as effective assignments for incorporating a number of these valued process skills.
engineering is a rapidly changing field requiring a broader set of skills than was once thought
necessary in the engineer’s college education: The engineering environment has changed
dramatically. International competition, the shift from defense toward commercial enterprise,
and new technologies have restructured the industry and altered how engineers practice
engineering. William A. Wulf, the President of the National Academy of Engineering, defines
engineering as “design under constraint.” Increasingly, engineers must supplement technical

13. mastery with business and communication skills, and an understanding of the ethical and societal
impact of engineering solutions.
The accrediting agency for engineering programs— The Accreditation Board for Engineering
and Technology or the ABET—has recently developed criteria for program review that
emphasizes broad process skills, rather then specific technical knowledge. As you can see from
the chart below, the “ability to communicate effectively” is one of the 11 principal skills that
ABET recognizes as important to engineering students’ education.
Barriers to Communication
1. Lack of Sensitivity to Receiver. A breakdown in communication may result when a
message is not adapted to its receiver. Recognizing the receiver’s needs, status, knowledge of
the subject, and language skills assists the sender in preparing a successful message. If a
customer is angry, for example, an effective response may be just to listen to the person vent
for awhile.
2. Lack of Basic Communication Skills. The receiver is less likely to understand the message
if the sender has trouble choosing the precise words needed and arranging those words in a
grammatically-correct sentence.
3. Insufficient Knowledge of the Subject. If the sender lacks specific information about
something, the receiver will likely receive an unclear or mixed message. Have you shopped for
an item such as a computer, and experienced how some salespeople can explain complicated
terms and ideas in a simple way? Others cannot.
4. Information Overload. If you receive a message with too much information, you may tend
to put up a barrier because the amount of information is coming so fast that you may have
difficulty comfortably interpreting that information. If you are selling an item with twenty-five
terrific features, pick two or three important features to emphasize instead of overwhelming your
receiver (ho-hum) with an information avalanche.
5. Emotional Interference. An emotional individual may not be able to communicate well. If
someone is angry, hostile, resentful, joyful, or fearful, that person may be too preoccupied with
emotions to receive the intended message. If you don’t like someone, for example, you may
have trouble “hearing” them.
Transmitting Barriers: Things that get in the way of message transmission are sometimes
called “noise” Communication may be difficult because of noise and some of these problems:

14. 1. Physical Distractions. A bad cellular phone line or a noisy restaurant can destroy
communication. If an E-mail message or letter is not formatted properly, or if it contains
grammatical and spelling errors, the receiver may not be able to concentrate on the message
because the physical appearance of the letter or E-mail is sloppy and unprofessional.
2. Conflicting Messages. Messages that cause a conflict in perception for the receiver may
result in incomplete communication. For example, if a person constantly uses jargon or slang
to communicate with someone from another country who has never heard such expressions,
mixed messages are sure to result. Another example of conflicting messages might be if a
supervisor requests a report immediately without giving the report writer enough time to gather
the proper information. Does the report writer emphasize speed in writing the report, or
accuracy in gathering the data?
3. Channel Barriers. If the sender chooses an inappropriate channel of communication,
communication may cease. Detailed instructions presented over the telephone, for example,
may be frustrating for both communicators. If you are on a computer technical support help
line discussing a problem, it would be helpful for you to be sitting in front of a computer, as
opposed to taking notes from the support staff and then returning to your computer station.