2. !!Satyanam!!
Unit – 1
Introduction of Communication Skills
What is a communication skill?
The word communication is of Latin origin. In Latin „communis‟ means common.
It means sharing of information or intelligence. Any effort to produce meaning is
a form of communication. It is the sum of all things a person does when he wants
to create understanding in the mind of others.
Meaning and definition of communication:
“Communication is an exchange of facts, ideas, opinion, or emotion by two or
more presents”
Communication includes all the activities of listening, speaking, reading,
writing, understanding and responding.
According to Aristotle, “communication is who said what to whom with what
effect.”
The communication Process
Explanation of the process:
The sender encodes the message and sends it through a channel. This channel is
nothing but the language used – words, actions, signs, objects, or a combination
of these. The receiver receives the message, decodes it, and acts on it. If the
message received is the same as the message sent, there will be response; if not,
there has been a breakdown of communication. This may happen because of
„noise‟. The transmission of the receiver‟s response to the sender is called
feedback. Feedback is important as it is a barometer of successful
communication. If you are sending a message to somebody, your communication
cycle is complete only when you get response from the recipient of your message.
Otherwise, you need to resend the message.
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Process of communication skills
The individual concerned must intend to communicate it to somebody. In a broad
sense, the communication process take place in the following form:
Sender Encoding
Channel Decoding
The Receiver Feedback
Types and levels of communication skill
One way communication
Two way communication
Verbal communication
Non – verbal communication
Levels of Communication
Extra-personal Communication
Intra-personal Communication
Inter-personal Communication
Organizational Communication
o Internal-operational
o External-operational
Mass Communication
o Large reach
o Impersonality
o Presence of gatekeeper
Flow of communication
Downward communication
Upward communication
Lateral communication
Diagonal or cross wise communication
Characteristics of communication:
1. Communication is a two way process.
2. Communication is a cyclic process.
3. Communication conveys mere codes, not the meaning.
4. Communication is both an art as well as science.
5. Communication is a dynamic process.
6. Paul Watzlawick stated that, “one can not communicate.”
7. Communication shows multiplicity of patterning.
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4. !!Satyanam!!
Unit – 2
Verbal and Non – Verbal Communication
What is non-verbal communication?
It refers to anything that transacts beyond written or spoken symbol for e.g. a
presentation of voice,signs and signals, eye contact, silence
A number of non- verbal clues play an important role in oral communication.
Components of Non – Verbal Communication
Appearance Gestures
Facial expression Posture
Body language Eye Contact
Proxemics Hapitcs
Graphs/charts/maps Signs/symbols
Colour Paralinguistic
Barriers to effective communication
Sender related barriers
Receiver related barriers
Situation related barriers
Linguistic Barriers:
Physical barriers
Psychological barriers
Contextual Barrier:
Experimental barrier
Tone barrier
Attitude barrier
Semantic barrier
Communication across cultures
People vary in terms of their education, culture, language, environment, age, sex,
financial status, etc. At times, something not experienced by you earlier will be
difficult o interpret or appreciate.
To enhance your communication skills, it is necessary to know the background of
your audience. You can accordingly use that information
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5. !!Satyanam!!
Unit – 3
Listening Skills
Definition:
Listening is process of receiving, interpreting and reacting to a message
received from the speaker.
No communication process is complete without listening.
Hearing and listening are not the same.
Types of listening
Appreciative Listening
Empathetic Listening
Comprehensive Listening
Critical Listening
Traits of a good Listener
Being Non – evaluative
Paraphrasing
Reflecting Implication
Reflecting Hidden Feelings
Inviting further contribution
Responding Non – verbally
Barriers to effective listening
Environmental conditions
Space /Distance
Omniscient attitude of the listener
Infrastructure
Speed of the speaker
Posture of the listener
Speaker‟s non-verbal clues
Lack of factual information
Voice and tone of the speaker
Language
Horn‟s effect
Span
Lack of appeal
Iconoclastic ideas if the speaker
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Unit – 4
Presentation Skills
Defining Purpose
Purpose of is to provide information or to analyze a situation, you and the
audience generally interact in a limited manner
Your purpose to persuade a people to take a particular action, or to collaborate
with them in solving problem, or making a decision, the interaction would be
more.
Nuances of Delivery:
There are four modes of delivery
Extemporaneous
Manuscript
Impromptu
Memorization
Body language and Kinesics
Dress professionally
Face your audience
Audience focus: maintain eye contact with audience
Point and re-orient
Be enthusiastic
Personal appearance
Posture
Gesture
Facial expression
Eye contact
Paralinguistic
Quality
Volume
Pace/Rate
Pitch
Articulation
Pronunciation
Voice modulation
Pauses
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Unit – 5
Interview Skill
An interview is a psychological and sociological instrument
It is an interaction between two or more persons for a specific purpose, in which
the question and answers asked to the person to assess his suitability for
recruitment, admission, or promotion, or for an opinion
Types of Interviews
Job interviews
Information interviews
Persuasive interviews
Exit interviews
Evaluation interviews
Counseling interviews
Conflict resolution interviews
Disciplinary interviews
Termination interviews
Objectives of interview:
The writer has used the word „interview‟ itself to highlight the objectives
of interviewing.
I Interaction between the recruiter and the prospective recruit.
N Nominating a person for an office or job position.
T Testing skills and personality
E Eliminating unfit or unqualified candidates.
R Recruiting.
V Value the candidate
IInquiring for obtaining additional information.
E Examining the reason for resigning.
W Work and work culture briefing.
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Ten success factors Ten failure factors
Positive attitude towards work Arrogance
Proficiency in the field of study Apathy
Communication skill(oral and Uninhibited nervousness
written) Equivocation
Interpersonal skills Lack of concentration
Confidence Lack of crispness
Critical thinking and problem- Lack of social skills
solving skill Lack of firmness
Flexibility Inadequate quantitative /
Self – motivation Qualitative skills
Leadership Unsuitable personality
Teamwork
Unit – 6
Paragraph Writing
What is paragraph?
A paragraph is a group of sentences or a single sentence that forms a unit. In
other words, it is a group of related sentences which express a single idea.
A paragraph can express many things an opinion, provide information through
the use If facts details, tell a story, or simply describe a person, a place, an
object, or a feeling.
The controlling idea functions like a seed through which your paper, any your
ideas, will grow. The decision about what to put into your paragraphs begins
with the germination of an idea or through. The „germination process, is better
known as brainstorming.
Step 1 – Outline
Step 2 – Topic Sentence
Step 3 – Supporting sentences
Step 4 – Concluding sentence
Step 5 – Final paragraph
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Unit – 7
Group Communication
Today, you find terms in factories, corporate offices, research laboratories,
universities, hospitals, law offices, government agencies, and every other kind of
organization you can imagine.
Member of an organization communicate in groups to achieve any of the
purposes listed below:
To share and exchange information and ideas
To collect information or feedback on any project/policy/scheme
To arrive at a decision on important matters
To solve a problem which is of concern to the organization as a whole
To discuss the issues related to a particular topic in relation to the group
itself or for the benefit of a larger audience
To elaborate upon any work undertaken or research done in order to elicit
feedback
Organizational group discussion:
Brain storming
Nominal group technique
Delphi technique
Do‟s and Don‟ts of Group discussion
Keep eye contact while speaking
Initiate the GD
Allow others to speak
Speak clearly
Make sure to bring the discussion on track
Positive attitude
Speak sensibly
Listen carefully to others
No need to go into much details
Formal dressing
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Unit – 10
Letter writing
Purpose of Business Letters
To inform To collect dues
To congratulate To complain
To enquire To make adjustment
To order To sell a product, service or scheme
To request To apply for job
Layout
Block layout
Modified Block layout
Semi – Blocked layout
Simplified Layout
Types of letters
1. Claim letters (a formal complaint letter)
You may have to write complaint letter for any of the following reason
Billing error Goods not matching the sample
Damaged goods Difference in agreed price
Wrong goods Late delivery
Wrong quantity Non delivery
Unsatisfactory quality Poor service
Remember:
- To write as soon as you find the mistake
- To base your complaint only on facts
- To think patiently and not to assume that supplier is obviously to be blamed
- To avoid rudeness
2. Adjustment letters
- In reply to claim
- To satisfy your customer
- To safeguard the reputation of your organization
Reason to write adjustment letter
Transport delay Inadequate stocks
Poor packaging Nationwide shortage
Lack of expertise
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3. Sales letter
Appearance Manufacturing
Working Packaging
Price Discount offers
Mode of delivery
If it is a service such as offering consultancy to some organization, you must understand the
following.
People involved Duration
Details of job undertaken Changes
Terms and conditions
In order to make sales letter effective, you should ensure that they accomplish the following
objectives:
Catch the reader’s attention Arouse the reader’s interest
Create a desire in the reader Motivate the reader to action
Job application:
There are two types
- Cover letter
- Resume
In Cover letter you should include:
Introduction Summarize your best credentials
Main text Conclusion
Resume include:
Appearance and elements Personal information
Career/ professional objective Education/ Academic preparation
Work experience / professional skills Activities and achievements
Special interests and aptitudes Reference
There are three types of writing Resume:
1. Chronological
2. Functional
3. Hybrid/ Combination
4. ASCII (American Standard Code for International Interchange)
5. HTML (Hyper Text Mark – up Language )
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12. !!Satyanam!!
Unit – Reading Skills
Which are the types of reading explain in detail?
Reading skills are of immense importance. Developing effective
reading skills is essential to all of us
Types of reading
Skimming type of reading
Scanning
Sampling
Extensive Reading
Intensive reading
Reading comprehension
Silent reading
Loud reading
Techniques of improving reading
Motivate yourself
Expand your eye span
Do not read in fragments
Bookmark the text
Seat in a comfortable posture
Put dictionary, thesaurus near to reading table
Surrender unnecessary body movements
Improve grammar and vocabulary
Improve reading span
Do not listen to music while reading
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13. !!Satyanam!!
Unit – Technical Reports
Describe the type of technical Reports with their explanation
Report writing Is one of the important responsibilities
of professionals and students. Technical reports are the
inevitable part of business organizations and industries.
Types of reports
The periodic report
The progress report
The laboratory report
The feasibility report
Trouble reports
Structure of technical report
Title page
Preface/Letter of transmittal
Table of contents
Introductions
Discussion proper
Description
Conclusion
Recommendation
Conclusion
List of references / Appendix / Index
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14. !!Satyanam!!
Grammar
Provide the substitute for the following statement
1. A PLACE WHERE MONK LIVE---
2. EXITING ONLY IN NAME---
3. A CLOSE WATCH OVER SOMEONE---
4. RETIRED ON ACCOUNT, OF AGE, USUALLY WITH PENSION---
5. CAUSING OR TENDING TO CAUSE SLEEP---
6. A LONG WANDERING JOURNEY---
7. THE MANNERS OF OPERATING OR PROCCEDING---
8. PERSONAL REMINISCENES IN A NARRATIVE FORM---
9. THAT CANNACT BE PACEFIED---
10. A LIGHTLY CONSTRUCTED OPEN BOOTH GENERALLY USED AS
A NEWSTAND---
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