CMM001_Communication Skills

BACHELOR OF BUSINESS ADMINISTRATION / BACHELOR OF COMMERCE / BACHELOR OF SCIENCE (TRAVEL AND TOURISM MANAGEMENT) / BACHELOR OF COMPUTER APPLICATIONS / BACHELOR OF ARTS COMMUNICATION SKILLS BBA105 / BCM105 / BTT105 / BCA115 / BAQ101 Bhavana Singh Shilpi Sanjay Dey

CHANDIGARH UNIVERSITY Institute of Distance and Online Learning Course Development Committee Chairman Prof. (Dr.) R.S. Bawa Vice Chancellor, Chandigarh University, Punjab Advisors Prof. (Dr.) Bharat Bhushan, Director, IGNOU Prof. (Dr.) Majulika Srivastava, Director, CIQA, IGNOU Programme Coordinators & Editing Team z Master of Business Administration (MBA) z Bachelor of Business Administration (BBA) Co-ordinator – Prof. Pragya Sharma Co-ordinator – Dr. Rupali Arora z Master of Computer Applications (MCA) z Bachelor of Computer Applications (BCA) Co-ordinator – Dr. Deepti Rani Sindhu Co-ordinator – Dr. Raju Kumar z Master of Commerce (M.Com.) z Bachelor of Commerce (B.Com.) Co-ordinator – Dr. Shashi Singhal Co-ordinator – Dr. Minakshi Garg z Master of Arts (Psychology) z Bachelor of Science (Travel & Tourism Co-ordinator – Dr. Samerjeet Kaur Management) Co-ordinator – Dr. Shikha Sharma z Master of Arts (English) Co-ordinator – Dr. Ashita Chadha z Bachelor of Arts (General) Co-ordinator – Ms. Neeraj Gohlan z Master ofArts (Mass Communication and Journalism) z Bachelor of Arts (Mass Communication and Co-ordinator -– Dr. Chanchal Sachdeva Suri Journalism) Co-ordinator – Dr. Kamaljit Kaur Academic and Administrative Management Prof. (Dr.) Pranveer Singh Satvat Prof. (Dr.) S.S. Sehgal Pro VC (Academic) Registrar Prof. (Dr.) H. Nagaraja Udupa Prof. (Dr.) Shiv Kumar Tripathi Director – IDOL Executive Director – USB © No part of this publication should be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording and/or otherwise without the prior written permission of the authors and the publisher. SLM SPECIALLY PREPARED FOR CU IDOL STUDENTS Printed and Published by : Himalaya Publishing House Pvt. Ltd., E-mail: [email protected], Website: www.himpub.com For : CHANDIGARHUNIVERSITY Institute of Distance and Online Learning

Communication Skills Course Code: BBA105/BCM105/BTT105/BCA115/BAQ101 Credit: 3 Course Objectives: z To augment students’ overall communication and interpersonal skills by making them realize the importance of good oral and written English communication skills in professional life. z To enrich their reading capability with special emphasis on expanding vocabulary and grammatical formations. z To build exceptional LSRW skills by correcting grammatical errors and pronunciation through practice. Syllabus Unit 1 - Business Communication: Meaning, importance, process, models and types, barriers to effective communication, verbal and non-verbal communication, techniques for building LSRW skills. Unit 2 - Reading Skills: The student is required to read the book: Using English – A Course Book for Undergraduate Learners, English for Engineers and Technologists * Reading: Unit – Humour. Unit 3 - Technology with a Human Face * Writing: Paragraph writing, reading comprehension. Listening: Vowel sounds, stress and intonation. Speaking: Greeting, taking leave, introducing oneself and others. Unit 4 - Grammar: Parts of Speech, articles, modal verbs. Vocabulary: Word formation – Prefixes, suffixes and compounds, homonyms, homophones, homographs. Unit 5 - Business Communication: Ethics in communication – significance, factors, dilemmas in ethical communication. Unit 6 - Reading: Unit – Inspiration. Unit – Climate Change and Human Strategy* Unit 7 - Writing: Précis writing, leave application, permission letter, business letters – sales, request, order, inquiry, acknowledgement, complaint and collection letters, memorandum writing, office order, circular, various types of notice writing. CU IDOL SELF LEARNING MATERIAL (SLM)

Unit 8 - Listening: Consonant sounds. Speaking: Social etiquette, interrupting and making polite conversation. Grammar: Tenses, concord (subject-verb agreement), punctuation. Vocabulary: One-word substitutes, synonyms, antonyms. Unit 9 - Business Communication: Cross-cultural communication –significance, elements, cultural context and barriers to cross-cultural communication. Unit 10 - Reading: Unit – Sustainable Development. Unit – Emerging Technologies* Unit 11 - Writing: Summarizing, note making and note taking, email writing, digital content writing (blogs and websites), proofreading. Listening: Listening to details and taking notes, points and sub-points, listening for the theme and gist. Unit 12 - Speaking: Making request, apologizing and listening. Grammar: Narration, voice, transformation and correction of sentences. Vocabulary: Collocations, idioms. Text Books: 1. Lesikar, R.V. and Petit, J.D. (2016), Business Communication, New Delhi: Tata McGraw. 2. Chaturvedi, P.D. (2016), Business Communication, New Delhi: Pearson Education. Reference Books: 1. Raman, M. and Sharma, S. (2017), Technical Communication – Principles and Practice, New Delhi: Oxford University Press. 2. Murphy, R. (2015), Elementary Grammar, UK: Cambridge University Press. 3. Murphy, R. (2015), Essential Grammar in Use, 4th Edition, UK: Cambridge University Press. 4. Hewing, M.A. (2015), Advanced English Grammar, UK: Cambridge University Press. CU IDOL SELF LEARNING MATERIAL (SLM)

CONTENTS 1 – 31 32 – 37 Unit 1 : Business Communication 38 – 51 Unit 2 : Reading Skills 52 – 73 Unit 3 : Writing Skills 74 – 84 Unit 4 : Grammar Skills 85 – 91 Unit 5 : Business Communication 92 – 117 Unit 6 : Reading 118 – 134 Unit 7 : Writing Skills 135 – 144 Unit 8 : Listening Skills 145 – 153 Unit 9 : Cross-cultural Communication 154 – 182 Unit 10 : Reading Skills 183 – 199 Unit 11 : Writing Skills Unit 12 : Speaking Skills CU IDOL SELF LEARNING MATERIAL (SLM)

Business Communication 1 UNIT 1 BUSINESS COMMUNICATION Structure: 1.0 Learning Objectives 1.1 Introduction 1.2 Definition of Communication 1.3 Nature of Communication 1.4 Scope of Communication 1.5 Functions or Importance of Communication 1.6 Process of Communication 1.7 Models of Communication 1.8 Communication Barriers 1.9 Verbal Communication 1.10 Non-verbal Communication 1.11 Techniques for Building LSRW Skills 1.12 Summary 1.13 Key Words/Abbreviations 1.14 Learning Activity 1.15 Unit End Questions 1.16 References CU IDOL SELF LEARNING MATERIAL (SLM)

2 Communication Skills 1.0 Learning Objectives After studying this unit, you will be able to: z Learn the meaning, importance, process of business communication z Learn and analyze SMCR Berlo’s model of communication z Differentiate between verbal and non-verbal communication z LSRW – Listening, Speaking, Reading, Writing skills The term communication is derived from the Latin word ‘communicare’ which means ‘make something common’ or ‘communis’ which means ‘common or sharing’. So, it is the act of spreading information. 1.1 Introduction Communication is a means of sharing facts, information, thoughts and ideas with others. It is an important link that joins people together. Human beings cannot live in society without communication. In workplace you can achieve success only if you can communicate effectively. Communication is the process of exchanging information, usually through a common set of symbols. SMCR Berlo’s model of communication is a very important model where how message is sent from sender to receiver is shown. During this communication, there are several barriers which are encountered. Two types of important communication are Verbal and Non-verbal Communication. In communication the most important skills are Listening, Speaking, Reading, Writing skills. 1.2 Definitions of Communication 1. According to Peter Little, Communication is ‘the process by which information is transmitted between individual and/or organizations so that an understanding response is created.’ This definition touches all aspects of the communication process: z The process of communication involves the communication of ideas. z The ideas should be accurately replicated in the receiver’s mind, i.e., the receiver should get exactly the same ideas as were transmitted. If the process is perfect, there will be no distortion of the ideas. CU IDOL SELF LEARNING MATERIAL (SLM)

Business Communication 3 z The transmitter is assured of the accurate replication of the ideas by feedback. Communication is a two-way process including transmission of feedback. z The purpose of communication is to elicit action. 2. One of the simplest definitions by Robert Anderson. He defines “Communication” as interchange of thoughts, opinions or information by speech, writing or signs. 3. According to Bartol and Martin, “Communication is the exchange of messages between people for the purpose achieving common meanings.” These definitions show that the communication depends on the understanding of the messages by the receiver. The sender is able to transmit his own ideas effectively. The communication also requires a medium or a channel to be received by a person. 1.3 Nature of Communication Communication occurs wherever life exists. It creates common ideas, strengthens the feeling of togetherness through exchange of messages and translates thought into action. The important features or characteristics of communication are: 1. Continuous Process: Communication is a continuous process. It is not static but dynamic. The people with whom you communicate change the situation changes and the content and nature also changes. It starts with the sender. Then it moves by encoding and decoding messages through some channel and ends with the feedback. After receiving the feedback, the sender again gives another message so it is a continuous process. 2. Interchange of Information: It aims at exchanging information. It is a two-way process. The exchange of information can happen between two or more persons. One person cannot communicate to himself so a sender and receiver both are required to complete the communication act. A manager might send many warning letters to the employees but communication is not complete unless it is read by the employee. CU IDOL SELF LEARNING MATERIAL (SLM)

4 Communication Skills 3. Mutual Understanding: The main purpose of sending the message is that the receiver receives and understands the message. So the message should be clearly and concisely worded. 4. Universal Function: Communication is a universal function, which covers all levels of authority. 5. Spiralling Process: The receiver and the sender’s communication do not start at the same level. The abilities of the sender and the receiver are different. Noise and time have an impact on it. So communication takes a spiral shape before it is completed and reaches the receiver at the same level and space. 6. Social Activity: The meaning of the message also depends on the social and cultural situation in which it is delivered. The components of a society are into a relationship of sharing, be it information, feelings or emotions. 1.4 Scope of Communication Communication has unlimited scope. Broadly, the scope of communication can be explained under two headings: (i) External Dimensions (ii) Internal Dimensions Internal } Superiors Communication Co-workers Subordinates External } Customers communication Suppliers Public Government CU IDOL SELF LEARNING MATERIAL (SLM)

Business Communication 5 External dimensions means on a bigger level where we build relations with all external agencies and stakeholders. If there is effective communication then the external organizational climate will be based on trust, co-operation, innovation and commitment. External activities would be related to sale and purchase of goods and services, reporting to the government and shareholders on the financial situation and business operations, etc. Through effective communication one comes to know how an organization looks after its advertisements, publicity and public relations function. Internal communication is very important as it happens within an organization. It starts from formulating corporate vision, mission and captivating goals to their implementation, etc. For framing policies, top management need to obtain information and views of the middle and lower level management people. Thus proper communication can only facilitate proper understanding of the policies in the right spirit. Internal activities include maintaining and improving the morale of the employees, giving commands to workers, announcing policies and organizational changes, etc. Different departments in an organization execute different functions. So, for obtaining and giving co-operation to other departments, exchange of information plays an important role. For example: In Human Resource department, the HR manager has lot of responsibilities like conducting interviews, appraising employees’ performance standards, explaining disciplinary rules and regulations, etc. This can be achieved only through effective communication. Communication has direct link with motivation and morale of the employees. In addition to External and Internal dimensions, the scope of communication may be looked into many things which comprise oral and non-verbal communication, Interpersonal, Intrapersonal and Mass Communication, etc. 1.5 Functions or Importance of Communication Communication plays a vital role in every walk of life. The major functions or importance of communication in an organization are: 1. Information: The Communication facilitates decision making and problem solving. Managers, with the help of effective communication receive and transmit the information which helps them to solve problems CU IDOL SELF LEARNING MATERIAL (SLM)

6 Communication Skills and make decisions. For example: If there is strike in an organization, the manager calls the workers, listen to their problems, explain the organizations position, etc. 2. Control: Control is the power to influence people’s behaviour. When the employees are expected to adhere to the company’s policies and procedure or first communicate their job related grievances to their boss, communication performs the control function. 3. Motivation: The employees need motivation at every level. Communication with employees from time to time by the organization will keep the motivation of the employees high. By giving rewards and incentives managers attempt to motivate employees to do excellent job. 4. Emotional Expression: Communication facilitates expressing or letting out the feelings and emotions of employees under diverse circumstances. It enables people to express their disappointment and discontent. In several organizations managers are trained how to handle the employees’ emotional problems and grievances. 5. Helps in Co-ordination: Many a times there exists a lot of difference in departments, divisions, authority and power. So an organization is not able to achieve its goal. Effective communication mechanisms like letters, circulars, meetings, telephones, etc. can minimize these differences and activities are properly co- ordinated to achieve organizational goals. 6. Performance Feedback: Employees need to identify how well they are performing and what they can do to surpass the standard. So managers communicate their feedback through letters of appreciation or suggestion, etc. CU IDOL SELF LEARNING MATERIAL (SLM)

Business Communication 7 1.6 Process of Communication The communication process begins with the idea. The idea is a result of the need to send a message. The sender who desires to send the message follows the following procedure: The following factors/components are part of the process of communication: 1. Source/Sender of Communication: The sender is the most important factor as the need for communication begins with the sender. Thus, the purpose of communication from the sender’s point of view is very important. The purpose may be to inform, to motivate, to persuade or to influence action; depending on this need, the other components are structured. 2. The Message: The message is the idea, expression in the oral/ written and verbal/non-verbal form. The type of communication of message is dictated by the purpose of communication decided upon by the sender. CU IDOL SELF LEARNING MATERIAL (SLM)

8 Communication Skills 3. Encoding: While encoding the message the sender must use symbols which will have the same meaning in the mind of the receiver as was prevalent in the mind of the sender. Selecting the right symbols in an attempt to establish mutual understanding is the most important process of encoding. 4. Receiver: The receiver may be an individual or a group of people for whom the message is targeted. The message that reaches the receiver, he should be able to decode the code effectively. 5. Decoding: To unravel the code effectively, understanding the code is the most important thing. The deciphering of the code is most important. The deciphering of the code depends upon past experiences of the receiver, personal assessment of symbols used, expectations of the sender. In order to increase the effectiveness of the message, the receivers decoding should match the senders decoding. 6. Medium/Channel: The choice of the right medium is very important. A faulty medium can affect the effectiveness of the massage. A condolence message if given in the oral form is more effective, than the written form. Whereas, sales message if given in the written form is less effective than the oral form. 7. Noise: Noise is the factor that disturbs, diminishes, confuses or interferes with the message. Noise can take place at any level of communication – when the sender is disturbed while formulating the idea, if medium of the (telephone) is not working properly or causing disturbances etc. 8. Feedback/Response: This is the most important component of communication. The effectiveness of the process of communication is determined on the basis of the feedback received. Feedback can be positive or negative. Positive feedback allows the process of communication to happen at the next level. Negative feedback makes the sender realize that the ineffectiveness of communication and so the sender makes efforts to reformulate the message send it in a manner that it becomes effective. CU IDOL SELF LEARNING MATERIAL (SLM)

Business Communication 9 Berlo’s S-M-C-R Model David Berlo’s SMCR (SOURCE, MESSAGE, CHANNEL, and RECEIVER) model shows that for the communication process there is a very important relationship between the source and the receiver. The communication skills need to be very well developed of the source and the receiver so that the encoding and decoding of the message happens smoothly. A SOURCE is someone who makes the message based on his communication skills, attitudes, knowledge, etc. The MESSAGES which are made by the source are then transferred along CHANNELS including sight, hearing, touch, smell and taste. A RECEIVER is someone who tries to understand the message based on his communication skills, attitudes, knowledge, etc. The only limitation of this model is that there is no scope for feedback. Aristotle in his model of communication has placed the speaker at the central position and says the entire communication is in the hands of the speaker. The Berlo’s model of communication gives importance to the emotional aspect of the message. Berlo’s model has four components: 1. S – Source: Source is also called the Sender from whom the thought or the message is originated. The Sender carefully puts his thoughts into words and sends the message to the receiver. The factors are: CU IDOL SELF LEARNING MATERIAL (SLM)

10 Communication Skills (a) Communication Skills – A sender needs to have excellent communication skills so that a great impact is created among the receivers. The speaker should know about pauses, pronunciation, sentence construction, accent, etc. A sender should listen to all the queries of the receiver. (b) Attitude – The effect of the message is created by the attitude of the speaker. The sender’s attitude towards his own self, receiver and environment changes the meaning of the message. If a person is very good in speaking but doesn’t have right attitude then there is a problem. (c) Knowledge – The educational qualification and number of degrees is not called Knowledge but the clarity of the information which needs to be given to the receiver. The sender should have in-depth knowledge about the subject. He should be able to answer all the questions of the receivers. He should be familiar with the content of the subject. (d) Social System – When the sender is sending the message it is affected by values, beliefs, laws, rules, religion and other social factors. (e) Culture – The cultural background of the receivers where the speaker is giving the speech refers to culture. Something might be accepted in one culture and offensive in another. 2. M – Message: The content which is sent by the sender to the receiver is called Message. Here the sender converts his thoughts into words. It is also called Encoding. The factors are– (a) Content – The beginning to the end of the message is the Content. The script of the message is Content. The words have to be chosen carefully. The impact can be created with sensible, accurate and crisp words. (b) Element – The speech alone cannot bring a difference in communication. Non-verbal Communication like Gestures, eye contact, facial expressions, body language, etc. are Elements. (c) Treatment – The way in which the message is given to the receiver is Treatment. It has to be given in an accurate form. A person has to understand the importance of the message and should know how to handle it. CU IDOL SELF LEARNING MATERIAL (SLM)

Business Communication 11 (d) Structure – The way the message is structured or organized or arranged affects the effectiveness of the message. It has to be in a desired or proper form. (e) Code – It is a form in which message is sent like language, expressions, gestures, text, video, etc. 3. C – Channel: The medium through which the information goes from the sender to the receiver is Channel. The effectiveness of the channel is affected by the five senses of human beings – (a) Hearing – Through Hearing we receive the message. (b) Seeing – We recognize through seeing. We also get non-verbal messages by seeing. (c) Touching – Touching like holding hands or shaking hands is a kind of non-verbal communication (d) Smelling – The information is collected from Smelling. (e) Tasting – Taste also provides the information to be sent as a message. 4. R – Receiver: The receiver responds to the message after he tries to understand what the sender wants to say. It is also called as Decoding. He should have good listening skills. The other factors are similar to that of the sender as Communication Skills, Attitudes, Knowledge, Social systems and Culture. There are some criticisms to this model as it doesn’t have the element of the feedback, noise or barrier to communication, linear model no two-way communication and speaker and receiver should be in same platform not always possible. 1.7 Models of Communication Claude Shannon and Warren Weaver in 1948 came up with Shannon and Weaver model of communication which is also called Telephone Model as it is said that message is interfered by the noise from the telephone switchboard in 1940s. It is a transaction model of communication. CU IDOL SELF LEARNING MATERIAL (SLM)

12 Communication Skills Example: A businessman wants to send a message to his worker. So, he uses Telephone as a medium to send it and conveys the message about meeting happening about their bad promotion. Due to noise, the worker does not receive full message. z Sender – Businessman z Encoder – Telephone Network Company z Channel – Mobile Network z Noise – Distraction in Voice z Decoder – Mobile Phone z Receiver – Worker Shannon and Weaver Model merely says that a message in fact originates from the person who gets the thought or has the information. The sender is also called the Source of Information or the Information Source. The information then gets transmitted from the brain to the mouth and comes out as a signal which then reaches the receiver after joining hands with several noises and other disturbances. The receiver then further passes on the message to its final destination or other minds of other individuals. SHANNON AND WEAVER MODEL OF COMMUNICATION Information Transmitter Channel Receiver Destination Source (Encoder) (Decoder) Message Signal Signal Message Sent Received Noise Advantages: z The communication can be effective by using the concept of noise and removing the noise or problems causing noise. z It can be used in general communication as well. It is a two-way process. z Communication is taken as quantifiable in this model. CU IDOL SELF LEARNING MATERIAL (SLM)

Business Communication 13 Criticisms or Disadvantages: z This model can be used for interpersonal communication rather than group communication and mass communication. z Sender plays the primary role and receiver has a passive part. z Feedback is given less importance. Difference between Shannon Weaver and SMCR Model z Shannon – It is used for interpersonal communication. z SMCR – It is used for interpersonal, intrapersonal, group or mass communication. z Shannon – Senders and receivers are communicators. So, they can change their role. z SMCR – Senders and Receivers are different people. z Shannon – It includes noise and communication barriers as factors. z SMCR – It does not necessarily have the concept of noise. SMCR Model – Criticisms or Disadvantages: z As there is no concept of feedback, so the effect is not considered. z There is no concept of noise or any kind of barriers in communication. z There is no two-way communication as it is a Linear model of communication. z Both of the people must be similar according to all the factors mentioned above. 1.8 Communication Barriers Communication fails when the message received is not the same as the message sent. Communication Barriers exist in the entire organization. It is not limited to only one or two people. There are many barriers that cause Communication failures. These are as follows: CU IDOL SELF LEARNING MATERIAL (SLM)

14 Communication Skills 1. Organizational Structure: If in an organization the hierarchy is greater (i.e., more the number of managerial levels), there are more chances of communication getting destroyed. The top level managers can see the overall picture while the employees just have knowledge of only some areas. The structural barriers can be overcome by having upward, downward and horizontal communication. Adopt techniques such as employee surveys, open door policies to encourage two- way communication. 2. Difference in Status: When people from diverse hierarchical positions communicate, there might be communication breakdown. Mostly employees at lower level are very cautious while sending messages to managers. The managers may sometimes refuse to discuss anything important with the employees. Thus, they want to retain the importance of their status. To overcome status barriers, create a fair and just environment through honesty and including employees in decision making. 3. Information Overload: Too much information or too little information both are bad as the person will not be able to focus on the important part of the message. If the information is not controlled it is likely to be misinterpreted or forgotten or overlooked. To overcome information overload, try to analyze the meaning of information before passing it and set priorities which one is essential. 4. Message Complexity: If a message is difficult in nature or difficulty in understanding the message it means message is complex. The linguistic differences also lead to Communication breakdown. To overcome complex messages, one has to make sure to keep the messages clear and easy to understand, organize them suitably, using concrete and specific language, etc. CU IDOL SELF LEARNING MATERIAL (SLM)

Business Communication 15 5. Inattention: Sometimes we only hear the information but not listen. We need undivided attention of the receiver. If a person does not have the time to pay attention to your message avoid telling your message at that time. Make written messages visually appealing and easy to understand. Oral messages are effective in face-to-face communication. 6. Physical Distractions: If there is a lot of noise, it leads to distractions. Physical distractions like poor lighting, uncomfortable seating arrangements, and unhygienic room also affect communication in a meeting. To overcome physical barriers, ensure less noise by providing soundproof rooms or peaceful surrounding. Try to prepare well written documents which are clear and comprehensive. When giving oral presentation, the audience should be able to see and hear the speaker clearly. Barriers can be categorized more aptly as: 1. Physical 2. Psychological 3. Semantic 4. Organizational 1. Physical Barriers z Defects in the medium: Defects in the devices used for transmitting communication are external and usually not within the control of the parties engaged in communication. The telephone, the postal system, the courier service or even electronic media may fail or breakdown. A partial failure of the mechanical equipment is more dangerous than a complete failure, as it carries an incomplete or distorted message, which might cause a wrong action to be taken. z Noise: Noise is any disturbance which occurs in the transmission process. In face-to-face communication without microphone, the air maybe disturbed by the noise in the environment such as traffic, factory work or people talking. CU IDOL SELF LEARNING MATERIAL (SLM)

16 Communication Skills z Temperature and Humidity: A high temperature and humidity can lead to stress on both sender and receiver of the message. In case there is high temperature, the lecturer may not be able to communicate properly and students will also find it difficult to listen. z Time and Distance: If two persons are working in two different shifts or at two different places, then there could be communication gap. It could be possible if proper media of communication or telephone facility is not available. 2. Psychological Barriers: z Self-centered Attitudes: We pay attention to messages which are useful to us and often do not pay enough attention to those messages which do not interest us. Self-interest may prevent us from seeing the point of view of others. z Group Identification: We tend to reject an idea which goes against the interest of the group, e.g., family, people of locality and city, religion, age group, nationality and so on. z Self-image: Self-image are our ideas about what we are, what we look like and what impression we make. A self-image is built up over the years and it is quite difficult to accept any idea which goes against it. So, it is difficult to give and take feedback. z Selective Perception: Sometimes, we fail to get complete message which is sent to us. Read or hear selectively according to our own needs, interest and experience. We project our expectations into the communication as we interpret the message. z Filtering: Filtering is a process of reducing the details or aspects of a message. Each person who passes on a message reduces or colors a message according to his or her understanding of the message or situation. z Status Block: A boss who is conscious of status finds it difficult to receive favorably, any suggestions from subordinates. z Closed Mind: Limited intellectual background, limits reading and narrow interests can cause person’s mind to be narrow. This limits the ability to take in new ideas. z Emotions: If the sender is angry, worry or excited, then his thinking process will be affected. So, the emotions of sender or receiver can affect the message. CU IDOL SELF LEARNING MATERIAL (SLM)

Business Communication 17 3. Semantic or Language Barriers Languages are most important and powerful tools of communication, and yet it is a tricky tool which needs skill in handling words has multiple meanings. Example – Similar sounding words like access and excess, flour and flower, cite and site can cause misunderstanding in speech. Even a concrete noun like table may suggest a dining table or a study table to different people; chair could be something to sit or a position to occupy. Sentences can convey entirely different meaning depending upon how they are spoken. Semantic Barriers arise because words mean different things to different person. Technical terms can be a barrier to communication. Example – Computer literate people are familiar with mouse and others only know it as an animal. 4. Organizational Barriers Within the organization, the movement of papers and of information may be held up by the system itself. Oral messages and information which have to pass through many levels of authority are often delayed. They are also likely to be distorted because at each level, they are edited and interpreted. Many gaps are created in upward communication because subordinates do not send all information upwards; they tend to send up only such information which is favourable and hide which is unfavouarable. 1.9 Verbal Communication When the message is transferred through spoken words it is called Verbal communication. The feelings, thoughts, opinions, ideas, etc. of the sender are put into words in the form of speeches, discussions, conversations, etc. There are various aspects like tone, clarity, volume, speed, body language, etc. which are important for the effectiveness of Verbal Communication. The feedback given in Verbal Communication is instant. Verbal communication can be successful if speaking and listening both are done in a proper way. Written and Spoken Communication both comes in Verbal Communication. CU IDOL SELF LEARNING MATERIAL (SLM)

18 Communication Skills When the spoken words are used it is Oral Communication. Intonation, Paralinguistic and Vocalization are important aspects of Oral Communication. Written communication is the one which lasts for a long time and with the advent of new media it has developed over time and will be continuously developing as science and technology continue to create new communication channels. Advantages of Verbal Communication are: z It helps in saving time during communication. z Feedback can be given instantly. z If a person has any doubts in the understanding of words it gives clear understanding of communication. z Most reliable method of communication. z Most flexible and effective method. z It is a dominant means of influence and control. z Cheapest method of communication as it saves money. Disadvantages of Verbal Communication are: z In some situations, emotions are visible which can lead to trouble. z As it has no legal validity in some situations, it can lead to problems. z It does not provide a permanent record. z When a person is communicating with distant people, it can have issues. z As different speech tones are used, so some people cannot understand. z In case of lengthy message, it is not suitable. 1.10 Non-verbal Communication Non-verbal communication is indirect, without words. People mostly believe in actions, more than in words. Verbal communication is communication through words. Researchers have found that even in a spoken language, the listener pays more attention to Non-verbal Communication. For CU IDOL SELF LEARNING MATERIAL (SLM)

Business Communication 19 example – In a candidate’s resume, he communicates not only with words which describes his education and experience, but also with the quality of paper and color of ink which were used in his resume. Non-verbal communication is more important than Verbal Communication. Non-verbal cues, can speak louder than words. Non-verbal communication includes all unwritten and unspoken messages, both intentional and unintentional. They have a great impact on the receiver but it is difficult to interpret them accurately. They should not be ignored but understood correctly. Communication is transfer of information from one person to another. 75% of our time we spend in communicating our thoughts and ideas but we fail to realize that our communication is more in non-verbal form than oral and written forms. Definition of Non-verbal Communication: Non-verbal Communication can be defined in several ways: z Communication through any means other than words. z Instead of speech or writing using any other medium to transmit the messages. z Usage of non-linguistic means to convey the message. According to one definition, ‘Non-verbal Communication involves those non-verbal stimuli in a communication setting that are generated by both the source (speaker) and his or her use of the environment and that have potential message value for the source or receiver (listener).’ Peter Drucker says, ‘The most important thing in communication is to hear what isn’t being said’. Bartol and Martin define Non-verbal Communication as, ‘Communication by means of elements and behaviours that are not coded into words.’ Characteristics of Non-verbal Communication: 1. Non-verbal Communication involves usage of sign language, symbols, etc. that enables communicating in the absence of words: It uses body language, proxemics, visuals, etc. for communicating. The meaning is shared through involuntary responses. 2. Non-verbal Communication is used to perform specific functions: In some situations, some functions of non-verbal communication are important, i.e., like to express emotions, to manage interactions, create impressions, in greeting someone, etc. CU IDOL SELF LEARNING MATERIAL (SLM)

20 Communication Skills 3. It is an inexpensive speedy means of informal communication only if the receiver is able to see the sender: It does not cost much and saves time. It involves experiencing or sharing something which is not expressed in words but the receiver is able to see the sender. 4. Non-verbal Codes are used to establish and maintain interpersonal relationship: It builds healthy relationships. It is more polite to communicate non-verbally especially to avoid embarrassing situations. 5. It can support in the building of corporate image by complimenting verbal communication: It builds the corporate image as team members; need to understand the message of others more than merely listening to the spoken words. 6. It provides scope for feedback: As it happens only in face-to-face situation, feedback can be given immediately. 7. Its success depends on the attentiveness of the receiver and his capability of understanding the communication: The receiver has to pay attention, otherwise he will miss out or fail to hear the non-verbal message. Types of Non-verbal Communication: Appearance Clothing, Hair Style, Choice of Colors Para-linguistics Gestures Tone of voice, pitch, loudness Hand Movements, Winking Nodding Non-verbal communication Eye Contact Facial Expression Movement of eyes, Blinking Smile, Frown Postures Arm Crossing, Leg Crossing, Seating Position CU IDOL SELF LEARNING MATERIAL (SLM)

Business Communication 21 1. Kinesics: Development of scientific study is called KINESICS – a science of body language. George Terry uses the expression body language, to include facial expressions, gestures, posture, body movements, etc. as non-verbal means of communication. An unspoken communication that happens in face-to-face encounter is body language as it reveals the true feelings on how well your words are being acknowledged. For example: When we welcome someone, we extend our hands, smile, etc. When boss is giving instructions, we shrug our shoulder it indicates doubt or disapproval. It is said that only 10 per cent is communicated through actual words and around 70 per cent is communicated through body language. A lot is told by our body in different ways as we communicate. It can indicate attitudes and feelings. Out body movement includes our head, eyes, shoulder, eyebrows, fingers, hands, etc. Together these pieces say whether we are sad, happy, nervous comfortable, etc. (a) Facial Expressions: The non-verbal messages sent by this channel are first noticed but is difficult to understand because of the complexity of possible expressions. There are so many ways in which the eyebrows, lips and jaws can move. But research shows that people mostly are accurate in judging the meaning of facial expressions. For example: We can judge the warmth or coldness, varying moods from the sender’s face. It communicates emotions like surprise, sadness, fear and attitudes like friendliness, anger, affection, etc. A face is a book in which you can read a lot. For example: If your boss smiles you are pleased but if he frowns it leaves you into discomfort position. Facial expressions also provide information about a candidate’s thought process. For example: The interviewer can judge the confidence of the candidate in the information being given. The high quality messages are produced through face in which the meanings are same with the expressions. (b) Posture: Posture is another indicator of our mood and attitude. Slouching while sitting may indicate lack of interest. The way we stand or sit and the position of the head and hands influence CU IDOL SELF LEARNING MATERIAL (SLM)

22 Communication Skills communication. When we keep our hands folded it shows that we adopt defensive position and we don’t agree to the other person. The right posture: It is said that you will feel better if your posture is right. So whenever you feel a bit low then take a look at your posture, you might be slouching. There are certain types of postures that convey inclusion or exclusion. In a group the members can place his/her body in a way that will include or exclude an individual from a conversation. For example: A group of people may form a little circle that excludes all others. Also, one can acquire a posture that agrees with the person with whom he is communicating. Posture indicates relationship between people – superior and subordinate, shows confidence level, shows inferiority or shyness. (c) Gestures: Gestures are observed actions. Movement of the parts of the body specially hands, arms, legs and feet is Gesture. Gestures in face-to-face communication always add and support oral communication. Gestures communicate following things: z Gestures can give information: For example: Raising of hand – waiting to ask a question, V – Victory. It is also used as a Dumb and Deaf sign language. While praising the work of the employee, the employer pats him on his back. z Gestures can indicate emotions: Clapping of hands to indicate appreciation, touching of face – nervousness or anxiety, Putting hands on mouth or head – tensed, etc. z Gestures are used to support speech: During his speech a person moves his hands, body and head continuously. For example: Nod of the head – Yes, horizontal headshake means ‘No’. CU IDOL SELF LEARNING MATERIAL (SLM)

Business Communication 23 z Gestures helps to give feedback: When the audience is fidgeting it indicates lack of interest or boredom. Non-verbal feedback can warn that you must change or do something different so that you get the result that you desire. z Gestures express self-image: Even your image is conveyed through Gestures. An extrovert person may use wide energetic gestures while a shy person may use smaller gestures and restricts his gestures to the area close to his body. 2. Oculesics: The usage of eyes while communicating is Oculesics. This may include eye contact or the avoidance of eye contact. Eye contact is a very important form of non-verbal communication. For example: The boss maintains a longer eye contact than the employee. When a candidate goes for the interview if he maintains eye contact it shows the confidence. Avoidance of eye contact may also mean a person is guilty or telling lies. In a class if a student is slouching then as soon as the teacher stares the student will sit straight. Eyes can communicate a wide range of meanings. At the end of a social evening, people may signal ‘Let’s go!’ only by eye contact. Length of eye contact may be confusing. For example: If a boy looks at a girl for a prolonged period then she feels embarrassed or uncomfortable. If a person maintains good eye contact it shows respect and interest. 3. Haptics: Haptics or tactile communication or touch is an important form of Non-verbal Communication. Bonds are formed with touch. When your boss pats your back you feel pleased as his touch shows the appreciation. Mostly touch is used during greetings and departures but it can also be used in conversations. For example: touching the feet of elders is considered to be respectful. If touch is used properly in communication it can create a more direct message then words but if used improperly, it can build barriers and cause mistrust. Touch not only sends the message but also has the emotional impact of the message. When a person is trying to influence the other person the touch reinforces the message. It can also indicate the relationship between people. Touch is CU IDOL SELF LEARNING MATERIAL (SLM)

24 Communication Skills especially good at imparting a sense of empathy. Touch is very important way to convey comfort and reassurance. 4. Proxemics: The way we use the space around us, how we arrange it and what we arrange in it is called Proxemics. It is the study of space and its effect on human communication. For example: Many families have a particular chair which is Dad’s chair so no one dares to sit on it. An employee will never sit on the boss’s chair. In a class, students have their favorite bench, and this space is respected by others. Sometimes if someone is standing very close to us we will feel they have invaded our space. Types of Spaces: (a) Intimate Distance: It is the closest phase which shows relationship of parent-child, lovers, close friendship, etc (b) Personal Distance: In this phase there are two areas close personal distance and far personal distance. When you hold your partner’s hand is the close personal distance. When you cannot comfortably touch your partner at this distance it is far phase of personal distance. Still the distance is close where personal discussions can be made. (c) Social Distance: It is the distance that house wife keeps from the repair man, distance which a business man maintains when he meets the new client. (d) Public Distance: It is the distance that politicians, celebrities or VIP’s maintain with the public. 5. Appearance and Artefacts: People are impressed if a person is muscular and good in shape. A person’s physical appearance creates an image and is a part of Non-verbal Communication. A girl who is attractive would be able to influence the people. The opinion of a person is made on his personal appearance. People can CU IDOL SELF LEARNING MATERIAL (SLM)

Business Communication 25 even change their appearance by changing their clothing styles, hairstyles, accessories, etc. For example: If a person is poorly dressed he is treated poorly and well dressed people are treated well. Casual wear indicates a relaxed, casual and approachable attitude where as formal wear indicates a professional business like attitude. The most influential artefacts you own are your clothes. 6. Paralanguage/Vocalics: Para means support, so paralanguage means supporting language. It is the changeable, connected used of speech related mechanisms we use to complement our oral communication like tone, stress, accent, pitch and register. (a) Tone: The combination of raised and lowered voice is tone which is used for supplementary meaning. Tone can be direct, commanding, loud, soft, etc. For a request, we use politely raised tone and a lowered tone for a command. During a speech we must well-modulate our tone so that people will be paying attention. (b) Stress: Stress is unique to English opposed to Indian Language. In English for correct pronunciation and meaning a particular syllable in a word is stressed. For example: complete. (c) Accent: Accent is the tune which we speak. For example: American and British accent. Americans flatten their vowels more than the British. (d) Pitch: The measure of how high or low a voice is Pitch and is determined by speed of vibration of the vocal folds. For example: While speaking to child we raise our pitch but we reprimand an employee in a low pitch. Some people have the habit of speaking on the telephone with a higher pitch. CU IDOL SELF LEARNING MATERIAL (SLM)

26 Communication Skills 7. Chronemics: The usage of time is known as Chronemics. It is like a message system which shows punctuality, waiting time, etc. A silent message is given by the way we use time. If an employee comes on time to office it shows his sincerity and the boss is impressed. The amount of time we spend on a task shows how much importance we give to it. Techniques for Improving Non-verbal Communication Skills: z Establish and maintain eye contact. z Use posture to show interest. z Reduce or eliminate physical barriers. z Probe for more information. z Avoid assigning non-verbal meanings out of context. z Associate with people from diverse cultures z Appreciate the power of appearance. z Observe yourself on videotape. z Enlist friends and family to monitor your body movements and gestures. 1.11 Techniques for Building LSRW Skills For effective Interpersonal communication a person need to have LSRW – Listening, Speaking, Reading and Writing which are the four skills of Language Learning. When we talk about first language acquisition, then in the order first comes listening then Speaking and then probably Reading and Writing. For becoming a well-rounded communicator, all these skills are very important. The receptive skills like Listening and Reading are the one where you don’t need to produce the language, you just need to receive and understand it. They are also called Passive skills. The productive skills like Speaking and Writing are the one where they need to produce the language and apply those skills. They are also called Active skills. CU IDOL SELF LEARNING MATERIAL (SLM)

Business Communication 27 Listening The most difficult skill is Listening which is a receptive language skill. The learners go through a tremendous pressure to understand every word. Instead of Hearing he has to listen with his ears and mind. It is necessary for the listener to be attentive and relaxed. The speaker should maintain eye contact. Listener should keep an open mind. Listener should never interrupt the speaker. He should try to keep himself in the speaker’s shoes and empathize with him. Anticipation is a skill to be nurtured in Listening. The listener should concentrate on the message content by understanding it. The students should be made to understand the sounds of the particular language. It could lead to the right pronunciation of words. While giving training to the students one should comprehend speeches of people of different backgrounds and regions. This intensive listening will eventually help a student to understand more on the accents to be used and the exact pronunciation of words. Speaking Language is an instrument for communication. We need to express our ideas and need to know other’s ideas as well so we communicate with others. In primary schools elocution and recitation are main sources to master the sounds, rhythms, and intonation of the English language through simple reproduction. There are many Speaking games and pair work activities which could encourage the learner to speak the language. In a controlled situation this could lead the learner to manipulate the language. This skill could be improved by understanding para-linguistic attributes such as voice quality, volume and tone, voice modulation, articulation, pronunciation etc. Some more activities which could be done to enhance Speaking skills are debates and discussions. We should make sure to listen as well as to speak. Reading 5HDGLQJLVDOHDUQLQJVNLOO,WKHOSV\\RXJHWEHWWHUDOOSDUWVRIWKH(QJOLVKODQJXDJH±YRFDEXODU\\ spelling, grammar, and writing. It helps to develop language perception in the corrected form. Then the brain imitates them, producing similar sentences to express the desired meaning. The skimming or scanning techniques are very popular and effective methods to read quickly. We should take care to underline key words while reading. Reading Skills help the students take hold of the content and draw conclusions. The students should read newspapers, articles, books, magazines, etc. and make CU IDOL SELF LEARNING MATERIAL (SLM)

28 Communication Skills it as a habit. By doing these things, they would get acquainted themselves with the jargons and new words. The students should read in portions. They should set reading goals. They should understand common themes. They should try to personalize the content. Writing A person can measure his improvement and get a physical evidence of his achievements with Writing. The learner will come to know his hold on vocabulary and structure with Writing. It helps to understand the text and write compositions. Eliminate unnecessary words while writing. You can imitate the writers you admire. He can summarize the content and use the language freely. One can excel in Writing skills if he has a perfect language. Importance should be given to composition and creative writing. Coherence and Cohesiveness are important aspects when it comes to writing a language. With these four skills addressed equally while learning English, the learners can be assured of having good communication skills, a great necessity in today’s competitive world. 1.12 Summary Communication is the process where information is transferred between people. Communication is a continuous process where there is a mutual understanding between people. It is a two-way process. It is global and is a spiralling process. Internal communication within the organization and external communication with the customers are important. In the process of communication, sender gets an idea which he expresses through oral or written communication and encodes the message. The receiver decodes the message and gives the feedback. Communication is very important as it gives information, influence, motivates people, helps in co-ordination and gives feedback. Berlo’s SMCR Model shows the relationship between sender and receiver through aspects like Source, Message, Channel and Receiver. In Source, there are different factors like communication skills, attitude, knowledge, social system and culture. In Message, there are different factors like content, element, treatment, structure and code. In Channel, there are different senses like hearing, seeing, touching, smelling and tasting. In Receiver, there are similar factors like source. Shannon and Weaver model says that the person who gets the thought is the sender and from his brain it comes to his mouth and then receiver gets the signal after going through several noises. Communication barriers exist like difference in status, information overload, complex messages, physical distraction, etc. There are also physical, CU IDOL SELF LEARNING MATERIAL (SLM)

Business Communication 29 psychological, semantic and organizational barriers which exist. Verbal communication consists of oral and written communication. Different types of Non-verbal communication are Kinesics, Gestures, postures, facial expression, eye contact, etc. LSRW skills are necessary to develop in this world. 1.13 Key Words/Abbreviations z Communication: Communication is a means of sharing facts, information, thoughts and ideas with others. z Barriers: When two people or group has a problem in communicating with each other. z Verbal communication: When the message is transferred through spoken words, it is called Verbal communication. z Non-verbal Communication: Non-verbal communication is indirect, without words. z Kinesics: Development of scientific study is called KINESICS – a science of body language. z Oculesics: The usage of eyes while communicating is Oculesics. z Proxemics: The way we use the space around us, how we arrange it and what we arrange in it is called Proxemics. z Paralanguage: Para means support, so paralanguage means supporting language. z Chronemics: The usage of time is known as Chronemics. 1.14 Learning Activity 1. Have a Group Discussion on topic like Reservations, Arranged Marriage vs. Love Marriage, etc. ---------------------------------------------------------------------------------------------------- ---- ---------------------------------------------------------------------------------------------------- ---- CU IDOL SELF LEARNING MATERIAL (SLM)

30 Communication Skills 2. Communication Origami – Folding Paper – Problem Solving Game ---------------------------------------------------------------------------------------------------- ---- ---------------------------------------------------------------------------------------------------- ---- By following spoken instructions, a group of team members will close their eyes and then fold a sheet of paper in the classic style of Origami. What’s the purpose of this? Following these instructions shows the team members just how important communication is, and how different people interpret the same thing. The results of this prove that communicating clearly is a crucial skill. 1.15 Unit End Questions A. Descriptive Type Questions 1. What is communication? Illustrate the process of communication with a diagram. 2. Explain the barriers that lead to communication failure. 3. What are the characteristics of Communication? 4. Explain internal and external dimensions of Communication. 5. Elaborate the functions of communication. 6. What are the different types of non-verbal communication? Explain each briefly. 7. Explain the term Kinesics. Write a note on the major types of body language. 8. What are the techniques of improving LSRW skills? 9. What are the advantages and disadvantages of Verbal Communication? 10. Explain Berlo’s SMCR model in detail. 11. Differentiate between SMCR model and Shannon-Weaver communication model. 12. What are the shortcomings of SMCR model? 13. Define reading. 14. Why reading skill is important? CU IDOL SELF LEARNING MATERIAL (SLM)

Business Communication 31 15. Define SQ3R technique of reading. 16. What is the difference between skimming and scanning? B. Multiple Choice/Objective Type Questions 1. The Latin word ‘Communicare’ means __________. (a) to take (b) to export (c) to impart 2. Messages arise in the mind of the _________. (a) sender (b) receiver (c) listener 3. Decoding is the process by which information is ____________. (a) sent to all (b) understood by the receiver (c) made into a concrete message. 4. Barriers _________. (b) obstruct (c) preserve (a) enhance 5. When a message is expressed using gestures or signs, it is _________ communication. (a) oral (b) verbal (c) non-verbal 6. In Writing skill, Coherence and ____________are very important. (a) cohesiveness (b) concreteness (c) confidence Answers 1. (c), 2. (a), 3. (b), 4. (b), 5. (c), 6. (a) 1.16 References 1. https://www.takecareofmoney.com/advantages-and-disadvantages-of-ver bal- communication/ 2. https://www.englishmate.com/blog/developing-the-four-essential-skills-listening-speaking- reading-writing/ ‰‰‰ CU IDOL SELF LEARNING MATERIAL (SLM)

32 Communication Skills UNIT 2 READING SKILLS Structure: 2.0 Learning Objectives 2.1 Definition of Reading 2.2 Types and Techniques of Reading 2.3 SQ3R Method of Reading 2.4 Read a Book 2.5 English for Engineers and Technologists 2.6 Reading Unit – Humour 2.7 Summary 2.8 Key Words/Abbreviations 2.9 Reference CU IDOL SELF LEARNING MATERIAL (SLM)

Reading Skills 33 2.0 Learning Objectives After studying this unit, you will be able to: z Develop reading habits. z Understand the importance of reading. 2.1 Definition of Reading Reading is basically understanding a text or gaining knowledge from an information which is presented for the reader. Reading is done majorly for gaining knowledge or for improvising current scheme of knowledge. Reading allows people to understand various things in a new perspective. The impact of reading usually turns the reader into a better person. Why is Reading Skill Important? Reading skill is very important because it helps to make a person better because the printed or written text is written in a fine vocabulary and also vast information is provided. A well-read person is always far more appreciated in the society than the one who is not. Reading well transforms people in a positive way and teaches them to hone their skills in the right way. 2.2 Types and Techniques of Reading Reading is a joy best benefitting the reader. The way the readers read is also very important. Sometimes, a book is read in a rush, sometimes in depth and sometimes in an intrigued manner. There are majorly three types of reading: 1. Skimming Reading: This is basically superficial reading where you read only the headlines and first sentences of each paragraph. It is very similar to terms preview, overview and review. The thing about skimming is that it helps to give an idea about the topic so that the reader can relate with what is being spoken and read. 2. Scanning Reading: This kind of reading is basically a kind of searching. In this type of reading, the entire content is not read but only those parts are read from where the answers CU IDOL SELF LEARNING MATERIAL (SLM)

34 Communication Skills can be obtained. This type of reading is only done to search for a particular content, quotation and answer or information. Here, reading is only done for a particular purpose. 3. Intensive Reading: Intensive reading is a more involved version of reading. It is far more involved, detailed and deep version of reading. Here, the reader reads content for understanding the concepts and arguments provided in the text. This intensive reading usually should take place after skimming reading. 2.3 SQ3R Method of Reading 1. S – Survey Survey includes reading the topics and sub-topics. It is more like glancing through the headers and trying to understand the headings along with the content. This also includes making notes, analysing and preparing a content with the available information which has been read. 2. Q – Questions Writing questions play a significant role in developing better understanding of the topic. People get an opportunity to clear their doubts when they ask questions. 3. R – Read Reading helps to provide an opportunity to answer questions, understand themes and even make notes. Reading keeps one more updated and knowledgeable on the topic. A well-read person is also a wonderful orator. 4. R – Recall Recalling is basically an art of memorising the book only upon reading it intensively. The best result of an in-depth reading is how well one can visualise the content. Mentally visualising the content can be helpful in recalling the information one has read. This is only possible if the content has been read very well. CU IDOL SELF LEARNING MATERIAL (SLM)

Reading Skills 35 5. R – Review This is basically an understanding of the content after reading and understanding everything. This step completes the mental picture. This is more of a recalling or a recap. 2.4 Read a Book It is almost imperative for one to read a book as reading makes the best version of yourself. Here is a book one must read and then discuss in class. You can even discuss how the ending should have been. The palace of illusions by Chitra Banerjee Divakaruni. 2.5 English for Engineers and Technologists English, as we all know, is a known and preferred language in many parts of the world. Maximum people communicate in English and having a good command over English language helps to leave a lasting impression. When we speak about importance of English language, it is important for everyone to know the language decently. Engineers and technologists must primarily be proficient in the language because globally English is recognised and preferred. Many people feel that those belonging to technical fields need not know proper English because the world is only concerned with their work and not their language. However, this mentality is wrong. Engineers and Technologists especially need to know the language not just for their academic life but also when they want to make it big in career. There could be wide possibilities that you may get clients who are English speaking only. When you have a client who speaks only English and you are not very good at it, there can be huge communication barriers. This is a very common problem and this is also when technical professionals realise the value of the language. You may be excellent at your work, but you could not deliver due to language barrier. Who is to blame for that? English is a glue for the world, people bind with a common language and successfully conduct and establish plans and launch careers. For those, whose native language is not English, they must try to work more hard and master the common language in order to achieve success at global levels. There are humungous numbers of CU IDOL SELF LEARNING MATERIAL (SLM)

36 Communication Skills engineers who graduate from college but are not very successful. This rate of unsuccessful graduates is high because of lack of communication skills and lack of knowledge in English language. Engineers have to deal with a lot of people to understand the problems, not being able to speak even Basic English is a big disadvantage. It is now time to understand that, English to engineers is as important as water is to fishes. When you speak well, you can work with people from different countries and prove your mettle at a global platform. 2.6 Reading Unit – Humour Humour is an essential part of human lives. Humour adds joy and laughter in our lives. Humour is the comedy element which one finds in normal situations in life. With humour, an individual lightens up, cheers up and looks at things in a fun manner. Some books which one can read with HUMOUR genre are as follows: 1. Swami and Friends – R.K. Narayan 2. Life is what you make it – Preeti Shenoy 2.7 Summary z Reading is very important for engineers and technologists as it helps them to improve their vocabulary and meet the requirements of the world. Reading can improve the knowledge on a particular subject. Often, reading good books and write-ups can encourage one to think constructively. This habit can lead to positive changes which can contribute to long- term growth. The content a person reads directly or indirectly shapes him into a person he becomes. Reading can impact a person very well which can alternatively be useful in making lasting impression on the people they usually come across. Especially, people from technical backgrounds can make most use of the habit of reading as it can help improvising language which can in turn make their commercial prospects better as language will be their core along with their skill. z Reading helps to improve knowledge in various segments. A lot of times, in several professions one can upgrade their knowledge by reading well and reading right. Often, CU IDOL SELF LEARNING MATERIAL (SLM)

Reading Skills 37 people look for courses to study where they can upgrade themselves. However, doing these kind of courses is not feasible at all times due to commitment and financial reasons. Therefore, reading on upgraded topics can be very useful and can be done totally at a convenient time. Apart from educational readings, there is a lot of other reading a person should indulge in from the point of view of knowledge on different topics and also sometimes must take part in light readings. z Humour reading relieves the reader from stress. Several times, people read with a lot of tension in the back of the mind. In such situations, if a person reads humour writing, it can help the person free his mind from worries and give a few quality minutes to themselves. Having habit of reading for at least 30 minutes can contribute richly to one’s mind and personality development. 2.8 Key Words/Abbreviations z Read: The ability to understand and comprehend what is written; to comprehend the text. z Recall: To remember everything which has been read. z Review: To havee a quick look through over the entire text. z Books: Source of information. z English: A language known to many and spoken and preferred in many parts of the world, world – the globe comprising of all countries and oceans. z Vocabulary: Ability to use a good language. z Humour: Comic element, genre-certain type of segment which has limited topic and scope. z Oral communication: To speak and pass information verbally. 2.9 Reference 1. https://blog.nus.edu.sg/e10alpha/2009/11/08/the-importance-of-english-for-engineering- students/ ‰‰‰ CU IDOL SELF LEARNING MATERIAL (SLM)

38 Communication Skills UNIT 3 WRITING SKILLS Structure: 3.0 Learning Objectives 3.1 Paragraph Writing 3.2 Comprehension 3.3 Vowel Sounds 3.4 Stress and Intonation Speaking 3.5 How to Prepare for IBPS Officer Exam? 3.6 Summary 3.7 Key Words/Abbreviations 3.8 Unit End Questions 3.9 Reference CU IDOL SELF LEARNING MATERIAL (SLM)

Writing Skills 39 3.0 Learning Objectives After studying this unit, you will be able to: z Understand about reading paragraph and writing about self-skills z Learn how to socialise 3.1 Paragraph Writing Paragraph Writing requires a knowledge of few things which should especially be kept in mind. Paragraph is basically writing about something in short. Although you write paragraph in short, it is imperative to provide complete information about the topic you have chosen to write in a brief manner. Paragraph makes the best use of one word substitutes which helps in explaining a lot of things together but not in a very long format. However, preparation is very important before writing a paragraph. Following steps are important to keep in mind before writing a paragraph. 1. Decide well in advance about what you plan to write on. 2. Research well on the topic. 3. Make pointers before you begin to write. 4. Begin with an introduction about what you want to say, middle should be information you want to provide and may be just a small closure for the paragraph at the end. 5. Never break the order of the paragraph especially with your pointers. 6. Give meaning to the paragraph, demonstrate with good words. 7. Conclude in short but well. 8. Proofread your work and analyse if the work has been written well and supports the theme of the paragraph. A perfect paragraph basically comprises of two lines of introduction, three supporting lines and one concluding line. This however, should be written well in order to complete it into a paragraph. CU IDOL SELF LEARNING MATERIAL (SLM)

40 Communication Skills Importance of TSC in Paragraph Writing TSC is a common abbreviation which is used to explain the basic structure or format for designing a proper paragraph. When the TSC format is followed, the paragraph becomes far more sensible and also gives shape to the content along with providing a clear vision to the reader. T – Topic Sentence: The kind of topic sentence one chooses gives a clear idea about the content of the text. The topic sentence is usually the opening line of any paragraph. The right kind of sentence will help the reader understand if this is the paragraph he will want to read or not. The first sentence should be written in such a manner that it supports the rest of the content. S – Supporting Details The supporting details are the lines which usually describe the topic sentence. These details are taken from various sources, researched upon and then put together for the reader. The supporting details are an intensive and in-depth version of the first sentences. The entire content works on to give more and more information to the readers for providing them complete knowledge. C – Concluding Sentence This term refers to the last few closing lines, the lines one chooses to mention after giving out the entire information. The concluding line works as a closure and informs the reader that post this, there would be no more information on the mentioned topic. The last lines indicate that there is no more information for the topic. Learning Activity: Write a paragraph on difficulties in living abroad. ------------------------------------------------------------------------------------------------------------- ------------------------------------------------------------------------------------------------------------- ------------------------------------------------------------------------------------------------------------- ------------------------------------------------------------------------------------------------------------- CU IDOL SELF LEARNING MATERIAL (SLM)

Writing Skills 41 ------------------------------------------------------------------------------------------------------------- ------------------------------------------------------------------------------------------------------------- ------------------------------------------------------------------------------------------------------------- 3.2 Comprehension Comprehension is a reading and a writing task which goes well together. Comprehension is basically deep analysis of what been provided to read along with what should be comprehended or rather understood to answer. Comprehension is sometimes just one story or even a long story which has been given to read, analyse and answer the question. It is imperative to read the story, understand it, analyse it enough to be able to answer the questions. Usually all answers are often inside the paragraph. The questions are sometimes asked in a tricky manner, however, it should be understood and answered accordingly. The questions asked after a comprehension can be really twisted so the reader has to reflect upon many ways of thinking and what could be the possible connection of the question with the comprehension. Sometimes, the questions are asked directly too, which are of course more easy to answer than the twisted ones. However, in case of difficult questions it becomes very necessary to think parallel and look for more possibilities or more sides to one question. Learning Activity: Read the following comprehension and answer the questions below: In this digital age, more and more kids get influenced by the TV and other electronic gadgets. Parks and gardens are empty today because they are forgotten by the kids. Kids have got addicted to TV to an extent of even planning the day’s schedule as per the TV show timings. Then there are some kids who refuse to eat without the television. If your worry is similar to the ones mentioned here, its time you take control over the TV and introduce them a life without the idiot box! Each day, the number of TV addicts is increasing and almost 80% of the addicts are children below 10 years of age. This is definitely not a good news as there are list of problems which come due to this addiction. Children loose memory, have a short attention span, use slang language and also lack physical activities. Thus, the earlier you get a grip on this vicious habit of TV addiction the better it is for your child. Here we present to you 6 tips to keep your children away from television: CU IDOL SELF LEARNING MATERIAL (SLM)

42 Communication Skills 1. Say a NO Next time, your child goes to switch on the TV, immediately tell them a firm NO and explain your child about the life without television. Introduce him/her to parks, beaches and gardens. Take your child out more often especially during the time he watches the TV. Play with him and let him make more friends. Allow him to explore the earth, the plants, the animals, the birds and the water. Let him loose and get him indulged in a new outdoor activity each day. But, remember to do all of this during the TV time. Slowly but gradually the interest to watch TV will fade and the interest to play outdoor will increase. 2. Reduce the TV time Have a polite but a stern talk with your kids regarding the time spent on the TV. Ask the children to choose any 2 shows they would like to watch and allow them to watch only those. Make sure you do not give them more than 1.5 or 2 hours a day to watch TV. Children may not choose instantly, they may cry, shout and even fight but it is for the parent to stay strong and stern during such times. Eventually, the children will be forced to choose certain programmes and TV addiction will reduce. 3. Turn it off As much as the children are required to follow the TV regime, parents should do the same. Try keeping the TV off for maximum times as this will not get the kids distracted while they are busy with something else. Parents should also limit their TV viewing as this will encourage the children to quit on the addiction in a faster and an easier way. 4. Get rid of the TV Well, this one is for those who are highly addicted to the television. Although, this is a very big step but it works the best. The TV should be given off to a friend for a month and post this, the lifestyle should be like the times when the TV was not invented. This can help get rid of the addiction very quickly and easily. But while the parent does this, there should be no access to the internet too. Time should be passed by playing various games like cards, jigsaws and board games. CU IDOL SELF LEARNING MATERIAL (SLM)

Writing Skills 43 5. No TV’s in bedrooms Large number of people also have television units in their bedrooms, this habit should be changed at the earliest. Bedrooms should be purely for talks, rest and peace of mind. The presence of the TV ruins the peace and calmness of mind. Thus, eradicating the TV’s from bedrooms is definitely a sure way to get rid of the addiction. 6. Create new activities In order to get children out of the TV addiction, parents must get them indulged in various indoor activities during the television time. Parents can make them solve puzzles, words and quizzes whenever they plan on watching the TV. These activities can stimulate the mind of the children and bring out the best in them. Initially, children may detest the activities which come between them and their TV shows. But with continuous efforts they will begin to enjoy them. Questions: 1. List three of your own ways on how to keep children away from TV. 2. Does coming up with new activities really help to break an addiction which children have? 3. Can the rule of no TV in bedrooms frustrate a child? 3.3 Vowel Sounds Vowel sounds are basically words which begin with alphabets like a, e, i, o and u. Sometimes, the alphabet Y is also recorded as vowel sounds especially for words like fly, away etc. The vowel sounds are usually said by changing the shape of the vocal tract above the tongue. Vowel sounds are used on day to day basis especially in vocabulary. The vowel sounds can only be identified when speaking generally. Almost every word in English has a vowel sound. Description forVowel Sound Vowels are mainly comprising for alphabets which are a, e, i, o and u. The vowel is actually a sound of a speech which is made by changing the upper tone of the verbal speech using the vocal tract. These words are said by keeping the mouth above the tongue. Theoretically, there are 5 vowel alphabets, but there are many vowel sounds which are also known as consonants. It is almost imperative to know that all English words are written with at least one vowel word. CU IDOL SELF LEARNING MATERIAL (SLM)

44 Communication Skills 3.4 Stress and Intonation Speaking Intonation usually relates to the pitch of the voice which is used for conversation. Stress is used to increase or decrease the pitch. When certain words are given more emphasis than usual, there are known as stress words. The meaning of the term “Stress” is about giving the right sound to the word. The emphasis which is placed on the word during pronunciation is because of stress which has been impressed upon the word in order to provide clarity of the word to the speaker and to the listener. The right kind of stress can help listeners to understand the meaning without any confusion. Moreover, knowing the right kind of stress for every kind of word can improve the overall communication and make it sound more polished and impactful. For example, the word “Photographer” has more stress on the second part of the word or on the second syllable whereas the word, “Fantabulous” has more stress on the first part of the word or on the first syllable. Knowing which part of the word should be stressed can help in creating successful content and SEO words. The next important aspect is the “Rhythm” of the sentences. The way we pronounce the word or say the sentence is an important part of rhythm. Sentences come up with two kinds of beats: Strong Beats and Weak Beats. Rhythm has a lot to do with the intonation part of the speaking skills. The way the voice tone changes when a sentence is spoken is a form of “intonation”. The tone of the voice used by the speaker helps to pass a message to the listener. If the speaker stresses on every word and in a loud voice, it clearly means he is speaking angrily. If the speaker stresses on few words, it is a clear indication that he wants the listener to focus on few keywords. All of the above are the contribution of the word intonations which help to put across the words and the tone of the message across clearly. There are many sub factors which play a key role in stress and intonation speaking. A. Greeting It is very essential to greet a person very well. It pleases the person and also leaves a positive impact on the person who has been greeted. Greeting words like “good morning”, “how are you?” or “you look happy this morning”. It is very necessary to greet everyone with a lot of positivity and grace. When you know a person, it is essential to acknowledge that individual’s presence even more when they are in front of you. CU IDOL SELF LEARNING MATERIAL (SLM)