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Professional Communication

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© Amity University Press

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SLM & Learning Resources Committee

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Chairman : Prof. Abhinash Kumar

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Members : Dr. Divya Bansal
Dr. Coral J Barboza
Dr. Monica Rose
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Dr. Winnie Sharma

Member Secretary : Ms. Rita Naskar

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Published by Amity University Press for exclusive use of Amity Directorate of Distance and Online Education,
Amity University, Noida-201313
 Contents

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Page No.

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Module - I: Effective Communication: Foundations and Techniques 01
1.1 Verbal and Non-verbal Communication
1.1.1 Professional Communication: Introduction and Types of Communication

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1.1.2 Oral Communication: Forms, Advantages and Limitations
1.1.3 Written Communication: Forms, Advantages and Limitations

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1.1.4 Non-verbal Communication
1.1.5 Principles and Significance of Non-Verbal Communication:
1.1.6 KOPPACT: Kinesis, Oculesics, Paralanguage, Artifacts, Chronemics, and Tactilics

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Module - II: Social Communication and Cross-cultural Communication 22
2.1 Social Communication Essentials

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2.1.1 Small Talk: Purpose, Topics, and Conversation Starters
2.1.2 Small Talk: Conversational Patterns and Differences: Gender, Cultural, and Social
2.1.3 Building Rapport
2.1.4 Methods to Build Rapport
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2.1.5 Informal Communication: Meaning and Characteristics
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2.1.6 Advantages and Limitations of Informal Communication
2.2 Cross-Cultural Communication
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2.2.1 Public Speaking in Multi-Cultural Context

2.2.2 Culture and Context
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2.2.3 Ethnocentrism
2.2.4 Stereotyping
2.2.5 Cultural Relativism
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2.2.6 Cultural Shock and Social Change

Module - III: Effective Meetings: Meaning, Purposes, and Techniques 48

3.1 Meeting
3.1.1 Meetings: Meaning and Importance
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3.1.2 Purpose of a Meeting

3.1.3 Steps in Conducting a Meeting:
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3.1.4 Written Documents Related to Meeting: Notice, Agenda, and Minutes

Module - IV: Business Report 61

4.1 Report Writing
4.1.1 Types of Reports
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4.1.2 Significance of Reports

 4.1.3 Report Planning
4.1.4 Process of Report Writing

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4.15 Visual Aids in Reports

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Module - V: Job Readiness Skill 75
5.1 Employment Communication

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5.1.1 Cover Letter
5.1.2 Resume
5.1.3 Participating in Group Discussion

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5.1.4 Preparation for Interview
5.1.5 Appearing in an Interview

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 Professional
Professional Communication
Communication 1
Module - I: Effective Communication: Foundations
Notes

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and Techniques

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Learning Objectives:
At the end of this topic, you will be able to:

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●● Exhibit the necessary proficiencies for effective office communication.
●● Comprehend the importance of meetings and presentation skills in ensuring
seamless operations within the workplace.

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Introduction
Communication serves as a means of conveying knowledge, attitudes, and ideas

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between individuals. Within the realm of education, communication plays a vital role
in the teaching and learning process, facilitating interaction and contact between
teachers and students as they work towards their objectives. The term “communication”

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originates from the Latin word ‘communis,’ which signifies mutual sharing and the
exchange of information.

From an etymological perspective, the concept of communication can be

understood in several ways:
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●● The sharing of thoughts and emotions through active engagement, involving both
giving and receiving.
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●● The process of exchanging interactions until a common understanding is
achieved.
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●● A two-way process involving feedback and interaction is considered a mechanism

of communication.
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According to various scholars, communication can be described as the exchange

of information from one person to another, regardless of whether it instils confidence,
as long as the information conveyed is comprehensible to the recipient (G.G. Brown).
Language serves as a means for expressing ourselves, sharing ideas, and establishing
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connections with others. In successful relationships, communication flows smoothly,

while in strained relationships, it can be as arduous as ascending a hill of sand (Chip
Rose, attorney, and mediator). Another definition of communication refers to the
exchange of words, letters, or messages between individuals (Fred G. Meyer).
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1.1 Verbal and Non-verbal Communication

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1.1.1 Professional Communication: Introduction and Types of

Communication
Verbal Communication and Nonverbal Communication are two distinct forms of
communication that rely on specific channels.
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a. Oral/Verbal Communication
Verbal communication involves conveying messages through spoken or written

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 2 Professional Communication

words, with the main goal being to ensure the recipients understand the intended
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message. To achieve effective communication, it is essential to follow the principle
of KISS - Keep It Simple and Short. Often, we assume others comprehend our
message because we do, but this isn’t always true, as people have their own attitudes,

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perceptions, emotions, and thoughts that can create barriers to accurate understanding.

To convey messages effectively, it’s important to consider the recipient’s

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perspective. Will they grasp the message, and how will they perceive it from their point
of view? Verbal communication can be further divided into spoken/oral and written
forms.

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b. Spoken/Oral Communication
Oral communication comprises the utilization of spoken language and
encompasses a wide array of interactions such as face-to-face conversations,

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speeches, phone calls, video chats, radio broadcasts, television programs, and voice
communication over the internet. In the workplace, examples of oral communication
include discussions, interviews, offering assistance to colleagues, attending meetings,

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and participating in conferences. The effectiveness of oral interactions is influenced by
various factors, such as pitch, volume, speed, and clarity of speech.

Stages of Communication Process:

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in-the-management-function/

The communication process can be defined as a mechanism used by a

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communication medium to transmit a message or information from a sender to a

receiver. Once the sender conveys the message to the recipient, it goes through seven
stages.

1. Sender: The term “sender” relates to the originator of the communication, which
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is essentially you! Meanwhile, the term “message” encompasses the data and
concepts you wish to convey. It’s imperative to have a clear understanding of the
message you intend to transmit and its underlying significance – what’s its primary
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objective? Furthermore, why should it matter to anyone else? Equally important is

ensuring the accuracy and usefulness of the information you provide.

2. Encoding: The encoding phase involves translating your message into a format that
the recipient can easily understand. This means presenting information in a clear
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and straightforward way, without any ambiguity or confusion. It is important to be

mindful of the recipient’s cultural background and prior knowledge of the topic. If you
are communicating with someone from a different culture, you may need to adjust

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 Professional Communication 3
your language and style to ensure that your message is understood. You should also
Notes

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avoid leaving any gaps in your information that would require the recipient to make
a significant mental leap. If the recipient is not able to follow your thought, they will

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be likely to misunderstand your message. Finally, it is important to understand your
audience. If you do not know who you are communicating with, you may not be able
to encode your message in a way that they will understand.

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Here are some additional tips for effective encoding:

™™ Use simple language that is easy to understand.

™™ Avoid jargon and technical terms unless the recipient is familiar with them.

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™™ Be clear and concise.
™™ Use active voice instead of passive voice.
™™ Use examples and illustrations to help explain your points.

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™™ Proofread your message carefully before sending it.
By following these tips, you can ensure that your encoded messages are clear,

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concise, and easy to understand.

3. Channel: Numerous channels exist for transmitting your message. Verbal

communication channels encompass face-to-face meetings, phone calls, and video
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conferences. In written communication, options include letters, reports, emails,
instant messaging, and social media posts. You might also incorporate videos,
images, illustrations, or data visualizations to underscore key points.
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Different channels possess distinct strengths and weaknesses. For instance,
providing a lengthy list of instructions verbally isn’t particularly effective, and
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delivering sensitive feedback is better done in person rather than via email. Hence,
the choice of channel should be made thoughtfully.

4. Decoding: Efficiently decoding a message is as much a skill as encoding it. To

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decode accurately, you must dedicate time to carefully read or actively listen to
the message. Confusion is prone to arise during this stage of the communication
process, although it doesn’t necessarily imply the decoder’s fault. They might lack
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the requisite background knowledge to comprehend the message or struggle with

the specific jargon or technical language employed. Consequently, addressing such
issues during the encoding phase is vital.

5. Receiver: Certainly, you would like your audience to react in a specific manner or
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take particular actions in response to your message. However, bear in mind that each
individual differs and interprets messages subjectively. Each receiver brings their own
ideas and emotions into the Communication Process, shaping their comprehension
and response. Hence, it’s your responsibility as the sender to account for these
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ideas and emotions when crafting your message. To do so effectively, enhance your
emotional intelligence and empathy skills.

6. Feedback: Your audience will likely provide feedback once they’ve encountered your
message. This feedback can be verbal or nonverbal. It’s crucial to pay close attention
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to these reactions, as they unveil whether your audience genuinely grasped your
message. Should you identify a misunderstanding, endeavour to adapt the message?

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 4 Professional Communication

For instance, if you’re discussing a complex topic, seek simpler ways to convey it.
Notes

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Could you break it down into steps or eliminate technical jargon? This ensures that
individuals from various backgrounds can comprehend the subject matter.

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7. Context: The term “context” refers to the circumstances in which your message is
conveyed. This encompasses the prevailing political and social milieu, as well as the
broader culture (such as corporate or national culture).

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The 7Cs of Communication:

Information values are those things which should be taken into account when

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relaying any information. Such principles include instructions for the content and
delivery style, which are tailored to the message’s intent and recipient.

Clarity refers to the ability to think and express ideas clearly. It involves well-
organized writing that flows smoothly from beginning to end, ensuring that even the

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simplest reader can understand the message. To achieve clarity, the communicator
must have a clear understanding of the idea and the purpose behind conveying
it. Using simple language, concrete phrases, avoiding excessive use of jargon

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and ambiguity, and employing short phrases are essential aspects of clarity in
communication.
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Completeness is crucial in communication. It means providing accurate and
comprehensive information. Incomplete communication can confuse the reader and
lead to costly misunderstandings. Messages should be appropriately structured and
include all necessary details to effectively convey the information and persuade the
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receiver.
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Concise refers to expressing thoughts using the fewest words necessary while
maintaining clarity, correctness, completeness, and courtesy. It’s essential to be brief
without sacrificing important details or appropriateness of language
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Consideration involves tailoring the message with the recipient in mind, adopting
a reader-centric approach. Emphasizing constructive and positive facts and establishing
credibility in the message are important aspects of consideration.
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Correctness in communication pertains to maintaining the appropriate tone, style

of speech, spelling, grammar, and format. The message should be free of errors, with
proper attention to grammar, punctuation, and spelling. Additionally, using the correct
language level and ensuring the accuracy of statistics, details, and terms contribute to
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correctness.

Coherence is vital for effective communication. It means ensuring that messages

have a clear flow, consistent style, tone, and language throughout. When delivering
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multiple messages, maintaining continuity and consistency within each communication

is equally important.

Courtesy involves politeness and respect in communication. Avoiding irritating

expressions and using polite language, respectful words, and non-discriminatory
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phrases are crucial elements of courtesy. Being appreciative and considerate of the
audience’s feelings helps create a courteous tone in the message.

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 Professional Communication 5
Types of Communication:
Notes

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As aforementioned, communication is a way of conveying knowledge, attitudes,
and ideas from one person to the other. In this process, a sender (encoder) encodes
a message and afterwards utilising a medium/channel sends it to the beneficiary
(decoder) who interprets the message and in the wake of handling, data sends back
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proper answers utilising a medium/channel.
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Individuals speak with one another in various ways that rely on the message
and its situation as well as the context where it is being sent. The decision of the
communication channel and your style of conveying likewise influence communication.
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1.1.2 Oral Communication: Forms, Advantages and Limitations

The communication cycle is a mechanism of how a message flows from one
person to another. Barnlund proposed a transactional communication model which
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indicates that individuals are all involved in sending and receiving messages together.
Simultaneously, social scientists structured model based on the following elements:

●● A source of information which produces a message.

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●● A transmitter, encodes the message in signals.

●● A tube, to which transmission signals are adapted.
●● A receiver, which ‘decodes’ (reconstructs) the signal packet.
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●● A destination to which the message is sent.

Advantages of Oral Communication are as follows:

●● Oral communication allows timely suggestions such as the ability to inquire about
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questions where the context is not quite clear.

●● The sender will test if the instruction is clear or has produced a misconception.

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●● In oral communication, there is a high degree of comprehension and honesty, as it

Notes

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is inter-personalised.
●● Oral communication involves no dimension of rigidity. Flexibility is there to make

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changes to previously made decisions.
●● Spoken directions are versatile and simple to adapt to a variety of different
circumstances.

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●● In oral communication, the feedback is random. And you may make choices
quickly and without hesitation.

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●● Not only does oral communication save time, but it also saves money and energy.
●● Oral communication is best for problem-solving, conflicts, and scandals; so, you
will put an end to other issues/differences by pondering on them.

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●● For teamwork and group strength, oral communication is a must.
●● Oral communication facilitates an organizationally open and encourages the
morale of workers.

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●● Oral communication should only be used for private and confidential transfer of
data/issues.
●● In a face-to-face interaction, one can guess if he/she can trust what’s being said
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by reading facial expressions and body language.

Loopholes or Disadvantages of Oral Communication:

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●● Poor message or instruction presentation may lead to confusion and bad
reactions.
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●● It may not be enough to rely solely on oral communication because business

communication is registered and organised.
●● Oral communication is less authentic than printed, as it is informal and not the way
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written correspondence is structured.

●● Oral communication is timesaving when it comes to everyday activities, but long
speeches take a lot of time from sessions and are often unproductive.
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●● Oral communications aren’t easy to manage and are thus unreliable.

●● Misunderstandings may occur, as the knowledge is not complete and may be
missing basics.
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●● It needs to focus on the part of the receivers/audience and great receptivity.

●● Oral correspondence (for example, speeches) is not always used as legal
documents except for jobs under investigation.
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●● Such verbal and non-verbal communication affect spoken communication, sound,

or body language, which can change the message’s meaning in the mind of the
receiver.

1.1.3 Written Communication: Forms, Advantages and Limitations

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Written signs or symbols serve as a means of communication through written

language. Messages can either be typed and electronically scanned or handwritten.
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 Professional Communication 7
These written messages can be transmitted via various channels, including mail,
Notes

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articles, notes, newsletters, job descriptions, employee manuals, and email addresses,
all of which are employed for internal communication within an organization. On the
other hand, to communicate externally through written means, individuals use emails,

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blogs, ideas, telegrams, faxes, postcards, contracts, posters, brochures, and press
releases.

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The message conveyed in written communication is influenced by factors such
as vocabulary, grammar, writing style, and the accuracy and clarity of the language
employed. In the business and professional world, written communication stands out
as the most commonly used method of exchanging information. However, it’s worth

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noting that written communication comes with both advantages and disadvantages, as
explained below.

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Advantages of Written Communication:
●● Written communication is well-suited for conveying complex and crucial
instructions in a precise and consistent manner.

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●● It facilitates the establishment of clear organizational values, strategies, and
operating guidelines.
●● Written records can be preserved for future reference, making it essential for
record-keeping purposes.
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●● Helps in effectively allocating duties and responsibilities.
●● Provides a higher level of precision and transparency compared to verbal
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communication.
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●● Enhances the reputation of an organization through effective written

communication.
●● Offers readily available documents and documentation.
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●● Legal defences rely on accurate written records.

●● Reduces the risk of message misunderstanding.
●● Conveys authority more effectively through written orders.
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●● Messages can be revised and edited multiple times before submission.

●● Enables storing and analyzing received messages for future reference.
●● Allows the reader to review details at their own pace.
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●● Facilitates complete understanding and accurate input from recipients.

Limitations of Written Communication:

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●● Accessibility to written communication may be restricted in some cases.

●● Writing and reading written communication can be time-consuming.
●● May lack a personal touch and come across as unfriendly or impersonal.
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●● Incurs costs for stationery, workforce, writing, typing, and letter delivery.
●● Feedback is not immediate, as message encoding and delivery take time.

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●● Effective written communication requires strong language and vocabulary skills;

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weak writing may negatively impact an organization’s credibility.
●● Excessive paperwork can be burdensome.

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●● Immediate feedback and answering questions are not possible through written
communication.

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1.1.4 Non-verbal Communication
According to McConnell, non-verbal communication is an action that produces or
expresses meaning, rather than spoken or written communication. It includes, in other

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words, facial expressions, body motions and gestures. Nonverbal Communication is
about communicating without a word. It is very powerful, maybe even more so than
speaking. As the saying goes, “Action speaks louder than words.”

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Speech involves paralanguage, which comprises elements like voice consistency,
speed, pitch, volume, and speech style. Additionally, it includes prosodic features
such as stress, rhythm, and intonation. On the other hand, written texts incorporate

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nonverbal elements like handwriting design, spatial word arrangement, and the physical
form of the page. Nonverbal communication research has primarily focused on face-to-
face interactions, and it can be categorized into three main areas: the environmental
conditions where communication occurs, the physical conditions of the communicator,
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and the attitudes of both communicators during the conversation. Body language
plays a significant role in nonverbal contact, enabling the receiver to understand the
message being conveyed. In many cases, nonverbal signs convey the situation more
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accurately than verbal messages. It is common for nonverbal responses to contradict
verbal communication, which can impact the effectiveness of the message. The three
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components of nonverbal communication are as follows: -

Appearance
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When it comes to appearance, the spokesperson’s clothing choice is important.

They should dress appropriately for the occasion or setting, whether it’s formal attire
for a professional event or more casual attire for a casual setting. The clothes should
be clean, well-fitted, and suitable for the spokesperson’s role and the audience they are
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addressing.

The spokesperson’s hairdo should be neat and well-groomed. It’s important to

avoid any distracting or messy hairstyles that may divert attention from the message
being conveyed.
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Neatness in overall appearance is crucial. This includes paying attention to

personal hygiene, ensuring clean and well-maintained nails, and avoiding any strong
odors or excessive use of perfumes or colognes.
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Makeup can be used to enhance the spokesperson’s appearance, but it should be

applied subtly and in a way that looks natural. Heavy or overly dramatic makeup may
be distracting or give off an unprofessional impression.
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Surroundings: The surroundings in which the spokesperson is delivering their

message also play a role in shaping the overall impression. If the spokesperson is
speaking from a room, the size of the room can impact the perception of their authority

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 Professional Communication 9
and importance. A larger room may create a more formal and official atmosphere, while
Notes

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a smaller room can be more intimate and casual.

Illumination is essential to ensure that the spokesperson is clearly visible to the

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audience. Sufficient lighting should be provided to avoid shadows or dimness that can
hinder the audience’s ability to see facial expressions and other non-verbal cues.

Furniture and decorations in the surroundings should be appropriate for the

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context. They should not be overly distracting or cluttered, as this can divert attention
away from the spokesperson. Simple and tasteful arrangements can help create a
professional and focused environment.

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Body Language
Non-verbal cues conveyed through body language are essential in communication.
Facial expressions, such as smiling or frowning, can convey emotions and attitudes.

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Eye contact is crucial to show engagement and interest in the conversation. Leaning
towards a speaker indicates active listening and genuine interest, while looking away or
exhibiting restlessness may suggest disinterest or impatience.

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Movements and postures also contribute to body language. A confident and upright
posture can project authority and credibility. Fidgeting or slouching, on the other hand,
can give off a sense of nervousness or lack of confidence.
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Sounds
Speech rate refers to the speed at which the spokesperson speaks. Speaking
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fast may make it difficult for the audience to comprehend the message, while speaking
slowly may lead to boredom or disengagement. A moderate and steady speech rate is
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generally preferred. Volume is the loudness of the spokesperson’s voice. It should be

adjusted appropriately to the setting and audience size. Speaking too softly can make
it challenging for the audience to hear while speaking too loudly may come across as
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aggressive or overpowering.

Voice tone encompasses the pitch, intonation, and modulation of the

spokesperson’s voice. A pleasant and varied voice tone can make the delivery more
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engaging and interesting. It’s important to avoid a monotonous tone that can lead
to disengagement or convey a lack of enthusiasm. Overall, paying attention to
appearance, surroundings, body language, and sounds can greatly enhance the
effectiveness of a spokesperson’s communication, ensuring that their message is
received positively and effectively by the audience.
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Functions of Non-verbal Communication

According to Argyle, spoken language is primarily used to communicate
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information about external events to individuals, while nonverbal cues serve the
purpose of establishing and nurturing interpersonal connections. Expressing emotions
and sentiments towards others through nonverbal means is often regarded as more
considerate and pleasant, as it helps prevent uncomfortable situations (Rosenthal,
Robert and Bella, 1979). Argyle (1988) identified five key functions of nonverbal body
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behavior, namely:

™™ Performing rituals such as greetings

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™™ Supporting verbal communication by using contact signals between speakers

Notes

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and listeners • Representing oneself to others
™™ Demonstrating interpersonal attitudes

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™™ Expressing emotions behaviors associated with immediacy, such as smiling,
open body positions, and eye contact, are examples of nonverbal actions
through which humans convey a sense of interpersonal closeness. Cultures

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that exhibit these immediacy behaviors are often referred to as high-contact
cultures.

Advantages of Non-verbal Communication

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●● It is important to engage with individuals who have hearing impairments.
●● Non-verbal communication can be utilized in situations where verbal conversation
needs to be halted.

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●● Non-verbal communication allows for interaction even when the meaning of the
message is not known to those in proximity.
●● Non-verbal communication can bridge the gap when a person is physically distant

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and unable to hear your words (for instance, through gestures).
●● Non-verbal contact involves concise and succinct exchanges.
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●● Non-verbal contact is a time-efficient means of communication, particularly for
individuals who do not comprehend your spoken language.

Disadvantages of Non-verbal Communication

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●● Long conversations relying solely on non-verbal communication are generally
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impractical due to the potential negative consequences associated with it.

●● Non-verbal communication practices vary across different cultures.
●● Intricacies and nuances of communication relying on non-verbal cues cannot be
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extensively explored.
●● It does not possess the same level of effectiveness as a tool for public relations.
●● Non-verbal communication is limited in its applicability and generally less effective
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compared to verbal interaction.

1.1.5 Principles and Significance of Non-Verbal Communication:

●● Non-verbal language is fluid: The non-verbal communication is the process of
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conveying a message through means other than verbal language. It encompasses

various elements such as body movements, facial expressions, vocal tones,
pacing, posture, and spatial positioning during conversation. These nonverbal
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cues can either enhance or impede the clear understanding of the intended
message, sometimes veiling the true meaning behind it. The study of nonverbal
communication is intricate and challenging due to its inherent ambiguity, making
it an intriguing area for research and comprehension. Nonverbal communication
encompasses the entirety of one’s body, the space it occupies and influences, the
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temporal aspect of communication, and not only what is left unsaid but also how it
is left unsaid.

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 Professional Communication 11
●● Non-verbal communication is permanent: It is permanent Nonverbal
Notes

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Communication. Written correspondence provides the opportunity for clarification,
rectification, or retraction without completely disregarding the original argument.
In contrast to written communication, oral communication allows for immediate

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adjustments or “do-overs” where you can justify and restate your point in order
to enhance clarity. At some point in life, we may have said something we wish
we could take back, realizing the consequences the hard way. While oral

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communication offers some scope for clarification, it cannot erase the impact
of the original message. Nonverbal communication takes it a step further. It is
inseparable from other verbal and nonverbal actions of communication and

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cannot be undone. In a speech, nonverbal communication is constant, occurring
frequently and dynamically, making it challenging to delineate the boundaries of
each nonverbal message. While words can be easily categorized and separated,
understanding the intended meaning and drawing accurate inferences requires

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considering the collective context of expressions, gestures, and postures. It is
important to recognize the significance of nonverbal cues in public speaking
since, as the old saying goes, “Actions speak louder than words.” This holds true

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as people often pay more attention to nonverbal signals than the verbal content.
Therefore, nonverbal communication plays a vital role in either bolstering or
undermining the effectiveness of conveying messages to the public.
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●● Non-verbal communication is fast: Nonverbal communication operates swiftly,
involuntarily revealing your thoughts and emotions even before you consciously
realize them. Visitors can perceive more about you than you might have
anticipated, as your nonverbal cues include both intentional and unintentional
v
signals. Due to the rapidity of these cues, the unintentional ones might contradict
your intended verbal message or expected response.
ni

●● Substituting Communication: Incorporating or even substituting verbal

communication, nonverbal cues hold significant importance as people often pay
U

more attention to how something is conveyed rather than just the words spoken.
Nonverbal gestures, like illustrators, effectively express messages and reinforce
arguments. For instance, using hand movements to indicate the size or shape
of an object during a conversation. Nonverbal communication can also include
ity

emblems, which are movements or gestures with agreed-upon meanings, like a

thumbs-up signifying approval.
Regulators are another aspect of nonverbal communication, guiding and controlling
interactions. For instance, holding up a hand signals someone to stop talking when their
m

message is confusing or disturbing. In social settings, regulators from the audience,

such as nodding and good eye contact, can encourage a speaker to continue, while
signs of disinterest may indicate the need to adapt or conclude the presentation.
)A

Nonverbal displays reflect thoughts and feelings, such as frowning or shaking

one’s head to convey disagreement or the need for silence. Intentional nonverbal
communication can complement, repeat, substitute, disguise, or even contradict verbal
messages. For instance, nodding and saying “yes” to accept an invitation, or using
nonverbal cues to mask one’s true thoughts or feelings about a situation, as a way to
(c

avoid hurting someone’s feelings. Masking involves replacing appropriate nonverbal

cues with potentially misleading ones.

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 12 Professional Communication

Some Nonverbal Expressions

Notes

e
Adaptors Help us feel at ease or display emotions or moods
Affects Helps in expressing thoughts or feelings

in
Complementing Oral communication enthancement
Contradicting Contradicting verbal communication

nl
Emblems Non-verbal gestures, which have a meaning, and which can
substitute or reinforce words
Illustrators Strengthen verbal communication

O
Masking Substitution of more suitable displas for less suitble displays
Object-adapters Use of an ob ject for another purpose than its intenced design
Regulators Track, promote or disincentive interaction

ty
Repeating Repeating oral communication
Replacing Replacing verbla communication
Self-adapters Adapt something about yhourself in a way it is not meant for

si
any apparent reason e.g. bending one’s fingers backwards.

●● Non-verbal communication is a universal phenomenon that occurs throughout our

er
daily interactions. From morning to night, whether at work, home, with friends, or
relatives, non-verbal cues play a significant role in our communication. Consider
the different contexts in which you find yourself and notice the various non-verbal
communication gaps that exist. For instance, you might not act the same way at
v
work as you do with friends due to job expectations, but non-verbal communication
surrounds you at all times.
ni

●● Understanding non-verbal communication can be confusing and dependent

on context. To grasp the meaning behind a gesture or lack thereof, you
need contextual clues and prior knowledge about the person. Non-verbal
U

communication is omnipresent, used by everyone, but it’s not always

straightforward; it depends on when, where, why, and how you communicate.
●● Non-verbal communication can be intentional or unintentional. For instance, as a
ity

salesman in a department store, you might unintentionally display disappointment

through facial expressions even when trying to be polite and courteous.
Deciphering whether non-verbal cues are deliberate or involuntary can be
challenging.
m

●● Non-verbal messages play a significant role in conveying feelings and attitudes.

According to Albert Mehrabian, a considerable portion of emotional signals is
expressed non-verbally, mainly through facial movements. However, emotions can
)A

shift over time, and an initial reaction might not always accurately reflect one’s true
feelings and attitudes.
●● Non-verbal communication is crucial in the speaker/audience relationship.
Before any words are spoken, people begin to interpret non-verbal cues, such as
appearance and body language, forming first impressions. Being mindful of your
(c

non-verbal communication as a speaker is essential, as it contributes to the overall

message and audience perception.

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 Professional Communication 13
In summary, non-verbal communication is a powerful method of conveying
Notes

e
messages without using words. It is both universal and contextual, intentional or
unintentional, and communicates thoughts and beliefs effectively. Understanding and
being mindful of non-verbal cues enhance the communication process and complement

in
verbal messages.

1.1.6 KOPPACT: Kinesis, Oculesics, Paralanguage, Artifacts,

nl
Chronemics, and Tactilics

Koppact

O
Non-verbal communication plays a crucial role in our overall communication skills,
and it is a multifaceted aspect. It involves conveying messages or reactions without
using words explicitly. Non-verbal cues are integral to our behavior and are instrumental

ty
in understanding the intentions of the other party. They encompass both implicit and
explicit meanings, providing insights into emotional states and reinforcing verbal
messages. Non-verbal communication serves five main functions in the communication
process:

si
1. Repeat: It restates the verbal message through non-verbal means.
2. Refute: It contradicts or negates the verbal message.
3.
er
Substitute: It acts as a replacement for verbal communication.
4. Complement: It enhances or complements the verbal message.
v
5. Accentuate: It emphasizes specific aspects of the verbal message.
During presentations, one should be mindful of non-verbal activities and spatial
ni

arrangements of words. There are several types of non-verbal communication styles

that can be abbreviated as “KOPPACT,” which stands for:

●● Kinesis: Refers to body language, including body movements, gestures, postures,

U

head, and hand movements. These non-verbal cues can accentuate verbal
messages and have components such as voice quality, adapters, regulators, show
effects, and illustrators.
ity

●● Oculesics: Involves the use of eye contact, facial expressions, micro-expressions,

and sign language to convey emotions and intentions.
●● Paralanguage: Encompasses vocal cues such as tone, pitch, volume, and pace
that accompany verbal communication.
m

●● Proxemics: Deals with the use of personal space and distance between individuals
during communication.
●● Artefacts: Relates to the use of objects or personal possessions that communicate
)A

information about the individual.

●● Chronemics: Refers to the use of time and its impact on communication, such as
punctuality or response time.
●● Tactilics: Involves the use of touch and physical contact to convey emotions or
(c

messages.
The Kinesics aspect, which focuses on body language, includes gestures,

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 14 Professional Communication

postures, head and hand movements, and facial expressions. Facial expressions,
Notes

e
for example, are highly relevant in non-verbal communication, as they account for
55 percent of overall non-verbal cues. Postures can reflect emotions, attitudes, and
intentions, while gestures, like hand movements and nods, reinforce messages.

in
However, it’s essential to be mindful of cultural differences in interpreting gestures to
avoid misunderstandings.

nl
In conclusion, Kinesics is the study of body language and physical movements that
form an essential part of non-verbal communication and serve as an intelligent means
of expressing and understanding messages.

O
ty
si
v er
https://in.pinterest.com/pin/examples-of-body-language-recognize-nonverbal-
cues--558235316319437045/
ni

Oculesics: Oculesics, which pertains to how we use our eyes, involves the use of
eye movement and gaze. It plays a significant role in nonverbal communication and
U

can be utilized to deceive or mislead others. Establishing appropriate eye contact is

essential as it conveys important cues to the audience. Maintaining eye contact can
foster awareness, engagement, commitment, and public attention, serving three
primary purposes. Firstly, maintaining eye contact allows for effective communication,
ity

where both parties provide input and receive feedback. When someone looks directly
at the speaker, it shows that they are attentive and interested in the message being
conveyed. Conversely, a lack of eye contact can indicate disinterest. Secondly, eye
contact helps in regulating conversation flow. When someone is speaking, the listener
typically maintains eye contact, indicating their active engagement. When the speaker
m

finishes speaking, they may look at the other person directly, signalling that it’s their
turn to speak. Lastly, oculesics plays a role in understanding interpersonal relationships.
Avoiding eye contact might indicate dislike or discomfort, and changes in pupil size can
)A

reveal emotional responses. Conversely, strong and positive eye contact can signal
genuine interest or attraction.

In summary, oculesics, or the use of our eyes in communication, is a powerful tool

that influences various aspects of social interaction and can reveal important nonverbal
(c

cues about our thoughts and feelings.

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 Professional Communication 15

Notes

e
in
nl
O
ty
https://melissatlj.wordpress.com/author/melissatlj/

Proxemics: Proxemics refers to the spatial arrangement that characterizes the

si
intimacy and closeness between individuals, groups, or societies. It encompasses
various forms of interaction, such as embracing, touching, and whispering. Individuals
who share close bonds like friends, family, and acquaintances tend to maintain a
smaller physical distance from each other, which fosters better mutual understanding.
er
The concept of personal space is universal, but its specific requirements can vary
based on cultural norms, situational context, and the level of relationship closeness.
Moreover, physical distance can convey a range of nonverbal messages, such as
v
expressions of intimacy, affection, aggression, or dominance. For instance, when
delivering a speech, it is advisable to maintain a gap of approximately eight to ten feet
ni

from the audience.

Paralanguage: Paralanguage refers to the pitch and tone of our verbal

communication, focusing on how something is said rather than what is said. When
U

we speak, people not only hear our words but also pay attention to the manner in
which we speak. This includes factors such as speaking pace, timing, volume, tone,
and inflection. Our tone of voice can convey various emotions such as sarcasm,
anger, affection, and trust. Pitch, which involves the modulation of high and low
ity

voices, can express happiness or rage. High pitch can be used to highlight important
messages, while low pitch may indicate less importance, fatigue, or disinterest.
Paralanguage encompasses elements like facial expressions, voice tones, gestures,
eye contact, physical proximity, patterns of touch, expressive movements, and even
m

moments of silence.

Artifacts: Artifacts are things or things that people make and use on a daily basis.
These items can be physical things that have meaning or significance in a particular
)A

culture or context, such as clothing, accessories, tools, or technology. Artifacts are

used intentionally or unintentionally in nonverbal communication to convey messages,
express identities, and communicate specific intentions or emotions. Artifacts refer
to the possessions individuals hold, such as their choice of clothing. These artifacts
contribute to enhancing one’s personal appeal. Our viewpoint holds the power to make
(c

a positive impression on others. The manner in which we present ourselves is of great

significance as it enables the public to gain a deeper understanding of who we are

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 16 Professional Communication

and form judgments. Artifacts are integral to non-verbal communication, specifically in

Notes

e
relation to how one’s attire influences their social interactions.

Chronemics: The aspect of chronemics, which refers to the use of time, plays a

in
significant role in establishing a harmonious connection between verbal and nonverbal
communication during a presentation. The perception of time helps signal the beginning
and conclusion of events, while also conveying the level of interest or disinterest from

nl
both the audience and the speaker. For instance, glancing at a watch while speaking
may indicate a lack of engagement and potentially distract the listeners, implying
a diminishing interest. Time-related factors such as temporal processing, cognitive
functions, emotional responses, physical manifestations, time intervals, and perception

O
encompass various dimensions of temporal dynamics.

Tactilics: It is also referred to as tactile communication, which involves using touch

or physical contact to convey messages, emotions, or information, focusing specifically

ty
on the tactile aspect of nonverbal communication. Key aspects of tactilics in nonverbal
communication include the following:

1. Variety of Touch: Tactile communication encompasses different types of touch, such

si
as functional touch, social-polite touch, friendship touch, love-intimacy touch, and
aggressive touch. Each type carries distinct meanings and can vary across cultures.
er
2. Cultural Differences: The interpretation and acceptance of touch vary significantly
among different cultures. Some cultures may have more lenient attitudes towards
touch, while others may have more stringent norms and boundaries. It is crucial to
be mindful of cultural variations when engaging in tactile communication.
v
3. Communicative Functions: Tactile communication serves various purposes, including
expressing affection, providing comfort or support, displaying empathy, establishing
ni

power dynamics, or conveying dominance. The context and the relationship between
individuals play a significant role in interpreting touch.
4. Gender and Tactilics: Societal norms and cultural expectations often influence gender
U

disparities in tactile communication. For instance, certain cultures may expect men
to exhibit less touch compared to women. However, gender norms are not universal
and may differ across societies.
ity

Summary
●● Communication serves the purpose of educating and providing instructions to
people.
m

●● It is commonly observed in settings like classrooms, churches, and political rallies,

where information is shared.
●● Communication imparts know-how and skills to enable smooth functioning in
)A

society.
●● It enhances visibility and encourages active engagement in public life.
●● When seeking information, we inquire and request details from others.
●● Listening serves various purposes, such as entertainment, engaging in debates,
(c

and understanding for self-awareness.

●● Communication is essential for mutual understanding among individuals and self-

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 Professional Communication 17
awareness.
Notes

e
●● It plays a crucial role in establishing meaningful relationships, fulfilling both basic
and social needs of human beings.

in
●● People spend significant time trying to influence and persuade others to adopt
their thoughts and behaviors.

nl
Glossary:
●● Communis: The Latin word ‘communis’ which means mutual sharing or to give and
take.

O
●● Encoder: One who develops and dispatches the message
●● Decoder: One who interprets the message
●● Kinesics: Body movements and gestures

ty
●● Oculesics: Eye movement
●● Paralanguage: Also known as vocalics, this is a means of communication such

si
as tone of voice, laughter, and sometimes gestures and facial expressions that
accompany speech and convey further meaning.
●● Proxemics: Amount of space that people feel it necessary to set between
themselves and others.
er
●● Artefacts: Artifacts are forms of decorative ornamentation like clothing, cars and
homes etc. that are chosen to represent self-concept.
v
●● Tactilics: Science of touch language
ni

●● Chronemics: It is the study of the use of time in non-verbal communication.

Check your Understanding

U

1. What could be the consequence of presenting a message or instruction poorly?

a) Confusion
b) Good interaction
ity

c) Rigidity
d) Flexibility
2. Is body language considered a component of communication?
m

a) Oral Communication
b) Written Communication
c) Verbal Communication
)A

d) Non-verbal Communication
3. When the sender sends the message to the recipient, the message has to pass
through?
(c

a) Two
b) Three

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 18 Professional Communication

c) Five
Notes

e
d) Six
4. is sent to the sender from the recipient.

in
a) Message
b) Feedback

nl
c) Brochure
d) Attitude

O
5. An essential component of non-verbal communication is
a) Appearance
b) Body language

ty
c) Sounds
d) Surroundings

si
6. What should be the way of communication when a person is too far from you to hear
a) Smiling
b) Posturing
er
c) Glancing
d) Gesturing
v
7. The most important aspect of Oculesics is
a) Face contact
ni

b) Hand contact.
c) Body contact.
U

d) Eye contact
8. What are the various types of non-verbal communication styles?
a) SAPPACT
ity

b) DEPPACT
c) KOPPACT
d) BOPPACT
m

9. Tactillcs is all about which behaviour.

a) Hearing behaviour
)A

b) Gazing behaviour
c) Walking behaviour
d) Touching behavior
10. A communication that conveys a message through letters/ words is called
(c

a) Spoken Communication
b) Written Communication
Amity Directorate of Distance & Online Education
 Professional Communication 19
c) Verbal Communication
Notes

e
d) Non-verbal communication
11. Which of the following is not one of the 7 C’s of communication?

in
a) Clarity
b) Consistency

nl
c) Convenience
d) Conciseness

O
12. Which “C” focuses on the idea that communication should be easy to understand
and comprehend?
a) Correctness

ty
b) Completeness
c) Clarity
d) Coherence

si
13. Which of the following is a characteristic of actual written communication?
a) Limited use of visuals
b) Ambiguous language
er
c) Lengthy and complex sentences
d) Concise and organised content
v
14. What is the advantage of written communication over oral communication?
ni

a) Immediate feedback
b) Less scope for misunderstanding
U

c) High personal touch

d) Flexible interpretation
15. Non-verbal communication includes which of the following?
ity

a) Only spoken words

b) Only written messages
c) Facial expressions, gestures, and body language
m

d) Only formal presentations

16. Which of the following is an example of a non-verbal communication cue?
a) Email signature
)A

b) Phone call tone

c) Font size in a document
d) Handshake
(c

17. Paralinguistics primarily deals with which aspect of communication?

a) Written messages

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 20 Professional Communication

b) Verbal cues beyond words

Notes

e
c) Visual aids
d) Formal presentations

in
18. Artifactics in communication refers to:
a) Study of ancient artifacts

nl
b) Use of non-verbal cues
c) Writing techniques

O
d) Analysis of written documents
19. Chronemics involves the study of:
a) Facial expressions

ty
b) Time in communication
c) Hand gestures
d) Personal space

si
20. Tactilics in communication refers to the study of:
a) Written communication styles
er
b) Touch and physical contact
c) Use of visual aids
v
d) Vocal intonations
ni

Exercises
1. What are the advantages of written communication? Provide three examples.
2. What is the significance of Oculesics in communication? Provide two examples.
U

3. Discuss the significance of both verbal and nonverbal communication in conveying

emotions and attitudes.
ity

Learning Activity
1. Explain the foundations of nonverbal communication and how they affect how people
interact with one another. How do relationships and workplace dynamics change as
a result of nonverbal communication?
m

2. Explore the concept of KOPPACT (Kinesics, Oculesics, Proxemics, Paralinguistics,

Artifactics, Chronemics, Tactilics) in the context of nonverbal communication. Provide
examples of each element and how they can be applied in a professional setting.
)A

Check Your Understanding- Answers

1. a
2. d
(c

3. c
4. a

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 Professional Communication 21
5. b
Notes

e
6. d
7. d

in
8. c
9. d

nl
10. b
11. c

O
12. c
13. d
14. b

ty
15. c
16. d

si
17. b
18. b
19. b
er
20. b

Further Readings and Bibliography

v
1. Management, Stoner, Freemand & Gilbert
ni

2. Principles & Practices of Management, L.M. Prasad / C.B. Gupta

3. Management Today, Burton & Thakur
U
ity
m
)A
(c

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 22 Professional Communication

Module - II: Social Communication and Cross-cultural

Notes

e
Communication

in
Learning Objectives:
At the end of this topic, you will be able to:

nl
●● Demonstrate various methods of facilitating informal communication.
●● Compare the roles of small talk and grapevine communication

O
●● Discuss the roles of various factors in public speaking.
●● Compare multi-cultural context, ethnocentrism, stereotyping, cultural relativism,
cultural shock, and social change.

ty
Introduction
Communication refers to all types of information transmission between sender
and recipient, using technology and agents that cannot be quantified. This is both a

si
mechanism and an action.

When taking you a long way through your career, the ability to communicate in a
er
professional manner is essential and even more important for a well-balanced personal
life. According to the American Speech-Language-Hearing Association (ASHA),
social communication is the combined interplay of social interaction, social cognition,
pragmatics (verbal and nonverbal), and receptive and expressive language processing.
v
In simpler terms, it pertains to how language is used in social settings. Communication
is a skill known to everyone, but not everyone becomes a master of it, especially in the
ni

context of workplace communication.

Workplace communication extends beyond one-on-one interactions. It involves the

exchange of information among individuals or groups, which can occur through various
U

means such as voicemails, text messages, phone calls, face-to-face conversations,

and written notes.
ity

2.1 Social Communication Essentials

2.1.1 Small Talk: Purpose, Topics, and Conversation Starters

Social communication is a fundamental aspect of human interaction that involves
m

various verbal and nonverbal cues, as well as the ability to adapt communication styles
based on different contexts and cultural norms. Effective social communication requires
active listening, clear and concise verbal expression, and nonverbal communication.
)A

Active listening involves paying attention to tone of voice, body language, and other
nonverbal cues that convey additional meaning. Clear and concise verbal expression
involves using appropriate language, organizing thoughts logically, and adapting
communication style to the intended audience. Nonverbal communication involves
facial expressions, body language, gestures, and eye contact. Social communication is
(c

a vital skill set that enables individuals to connect, collaborate, and build relationships.
It involves understanding and navigating cultural differences, developing cultural
competence, understanding online etiquette, managing virtual relationships, and
Amity Directorate of Distance & Online Education
 Professional Communication 23
effectively conveying messages through written text or multimedia formats. Active
Notes

e
listening, clear verbal expression, adept use of nonverbal cues, cultural sensitivity,
and digital communication proficiency are all essential components of effective social
communication. By honing these skills, individuals can navigate various social settings

in
with confidence, establish meaningful connections, and foster mutual understanding.
Small talk usually involves light and non-controversial topics, allowing people to get to
know each other better and potentially find common ground. It can be especially helpful

nl
in social gatherings, professional settings, or when meeting new people. Here are some
common small talk topics and conversation starters:

1. Weather: “Nice weather we’re having today, isn’t it?”

O
2. Hobbies and interests: “What do you enjoy doing in your free time?”
3. Current events (non-controversial): “Did you hear about the new movie that
just came out?”

ty
4. Travel: “Have you been on any interesting trips lately?”
5. Sports: “Did you catch the game last night? What did you think?”

si
2.1.2 Small Talk: Conversational Patterns and Differences: Gender,
Cultural, and Social
er
Small Talk
There are a few reasons why people engage in small talk. An awkward silence
v
must be broken as the first and most obvious example. Another justification for the
delay is to pass the time. Small talk is therefore common when waiting for something.
ni

Some people engage in small talk to be polite. Even if we don’t feel like conversing with
others at a party, it’s impolite to sit by ourselves in a corner. After someone introduces
us to someone, we don’t know much about them, so we have to start with some small
talk to show a friendly interest in learning more about them.
U

Even those with a wide range of connections engage in small talk. Small talk
appears to be most prevalent among those who have no prior acquaintance. Even
though we always tell children not to talk to strangers, there are some situations where
ity

adults are willing to exchange at least a few words with a stranger (see where). The
use of small talk, also known as “friend of a friend,” is also common when speaking to
individuals who are merely acquaintances. Those who work in offices and may not be
close friends with one another but still have brief, casual interactions are another group.
Customers also have brief interactions with members of the customer service team,
m

wait staff in restaurants, hair stylists, and receptionists.

There are some “free” topics that people typically don’t talk much about. The
)A

weather is presumably the main topic that attracts lively discussion among strangers.
Even family members and close friends frequently discuss the weather when they first
meet or strike up a conversation. Another topic that is generally safe is current events.
Discussion of the news is typically free as long as you avoid controversial subjects like
recent equal rights legislation. Sports news is a hot topic, especially if a local player or
(c

team is participating in a competition or play-off or is performing exceptionally well or

poorly. Entertainment news, such as a visiting celebrity, is another popular issue.

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 24 Professional Communication

It might be appropriate to talk with the other speaker about something you both
Notes

e
have in common. First of all, you might wonder why there are no seats available if
the bus is completely packed. In a similar vein, office workers could easily inquire
about the newest paint or furniture. There are some topics that are also frowned upon

in
when engaging in small talk. It is still acceptable to discuss personal matters with
strangers, such as one’s income or a recent divorce. We can complement someone’s
hairstyle or clothing, but we should never compliment someone’s body (good or bad).

nl
Negative comments about someone who isn’t participating in the conversation are
also unacceptable because you can’t be sure who their friends are if you don’t know
them well.

O
You don’t even talk about private matters, so you are unsure of whether you should
trust the other person with your secrets or delicate information. Debating contentious
topics like politics or religion is frequently fraught with restrictions. In the end, thinking

ty
about a subject that the other person doesn’t seem to be interested in or pleased with
is not a wise move. The first time we see or meet someone on a given day is the most
common time we choose to strike up a conversation. For instance, you could introduce
yourself and discuss sports or the weather if you see a co-worker in the lounge. The

si
next time you see each other, you could simply smile and keep quiet. When there is
little background noise, it may be appropriate to start a casual conversation. You will
start a conversation and be acknowledged as soon as someone smiles at you. Do not
er
annoy two people by thinking about unimportant things like the weather.

Here are some points to consider when discussing these differences:

v
Gender Differences:
●● Recognize that gender is a complicated subject with many facets. Keep
ni

stereotype-based assumptions and generalisations to a minimum.

●● Discuss shared pastimes, interests, or life events that might be gender-specific.
U

●● Examine the varying gender roles and expectations in various societies and how
they have changed over time.
●● Be careful to speak inclusively and to honour people’s choice of pronouns.
ity

Cultural Differences:
●● Demonstrate a genuine interest in learning about other cultures. To encourage
meaningful conversations, ask open-ended questions.
m

●● Discuss various cultures’ traditions, customs, celebrations, or cuisine.

●● Share your own cross-cultural experiences, such as travel or interactions with
people from various backgrounds.
)A

●● Instead of making judgements or stereotyping, concentrate on understanding and

appreciating cultural diversity.

Social Differences:
●● Discuss the social dynamics and norms that exist in various communities or social
(c

groups.

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 Professional Communication 25
●● Investigate topics such as education, social class, and socioeconomic differences,
Notes

e
and how they affect people’s lives.
●● Discuss social issues and current events such as inequality, discrimination, and

in
activism while remaining respectful of opposing viewpoints.

2.1.3 Building Rapport

nl
Forming the basis of effective, close, and harmonious interpersonal relations,
rapport is that feeling of connection that arises when you meet someone you genuinely
like and trust, and whose point of view you comprehend.

O
It’s the establishment of a bond that occurs when you discover shared ideas and
life goals. Building rapport involves developing relationships where both parties feel
valued and understood. This rapport plays a crucial role in networking, job interviews,
and career advancement. While building such connections may require time and effort,

ty
it proves beneficial in achieving important career objectives as you progress.

According to researchers Linda Tickle-Degnen and Robert Rosenthal, sharing a

connection or rapport with someone entails the following elements:

si
™™ Mutual attentiveness: Both individuals are attentive and interested in each
other’s actions and words. er
™™ Positivity: There is a sense of happiness and politeness, with genuine care
and concern shown towards each other.
™™ Coordination: A feeling of being “in harmony” prevails, with shared
v
understanding and a sense of commonality. This extends to body language,
tone of voice, and energy levels being in sync as well.
ni

Importance of Building Rapport: Establishing Strong Two-Way Connections

Building relationships is crucial as it significantly contributes to advancing one’s
career. There are specific relationships that can particularly benefit from fostering
U

positive connections:

1. Inspirational Connections: Establishing relationships with individuals in your current

job or during a job search can offer valuable learning experiences and support for
ity

your work. These people might become mentors, offer creative insights, or collaborate
with you to help achieve your goals.
2. Key Stakeholder Relationships: Developing strong relationships with individuals
you need to collaborate with for completing tasks is essential. It enhances your
m

understanding of effective interaction with those around you, leading to increased

productivity and enjoyment while working together towards common objectives.
3. Potential Alliances: Building relationships with people around you, be it within your
)A

current organization, networking events, or everyday encounters, opens up new

opportunities. Engaging with others in this manner can significantly contribute to
your job growth and career preparation.
4. Relationships with Hiring Managers and Interviewers: It is essential to establish
(c

positive communication with interviewers during interviews. Cultivating these

relationships not only helps ease nervousness but also allows employers to better

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understand and connect with you, ultimately determining whether you are a suitable
Notes

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match for the job.

2.1.4 Methods to Build Rapport

in
Establishing relationships demands both time and effort. Here are several
guidelines for building rapport based on different situations:

nl
●● Find a meaningful reason to connect with others.
●● Be compassionate yet genuine in your interactions.

O
●● Show interest by asking about their work, life, or interests.
●● Pay attention to specific details from your conversations, especially their name.
●● Refer back to previous discussions and follow up with relevant questions.

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●● Be responsive and answer their inquiries as well.
●● Strike a balance between asking questions, making statements, and taking turns
in the conversation.

si
●● Utilize transparent and accepting body language.
●● Respect their time and be committed to the interaction.
●●
er
Offer your contact information for future communication.
Trust is closely related to rapport, and while you can build both simultaneously,
rapport focuses on establishing a connection or link, whereas trust revolves around
v
developing a reputation for reliability, consistency, and keeping commitments. Once,
you establish mutual trust, friendship, and connection with someone, you create a
ni

strong relationship. Building relationships can significantly benefit your career, as it

enables you to develop robust interpersonal connections that can open numerous
opportunities for you.
U

To form a partnership, adhere to the following six steps:

™™ Assess your approach and preparation.

™™ Reflect on the fundamental aspects of effective communication.
ity

™™ Seek areas of mutual interest or agreement.

™™ Foster shared experiences between parties.
™™ Demonstrate empathy and understanding.
m

™™ Adopt suitable mirroring and synchronization of mannerisms and expressions.

While long-term partnerships are ideal, these techniques can also be employed to
swiftly build a partnership if necessary.
)A

2.1.5 Informal Communication: Meaning and Characteristics

Meaning of Informal Communication

Informal communication refers to the exchange of information, ideas, and
(c

messages in a casual, relaxed, and unofficial manner. Unlike formal communication,

which follows established protocols and structures, informal communication is more

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 Professional Communication 27
spontaneous, flexible, and often occurs in social or personal settings. It plays a
Notes

e
significant role in everyday interactions, fostering relationships, building rapport, and
conveying emotions.

in
In the context of workplaces, informal communication is commonly observed
among colleagues during breaks, in informal gatherings, or through informal channels
like instant messaging apps or social media platforms. It often takes the form of small

nl
talk, friendly banter, sharing personal stories, jokes, or expressing opinions in a more
relaxed manner. Informal communication allows employees to connect on a personal
level, strengthen social bonds, and create a positive work environment.

O
In social settings, informal communication is prevalent among friends, family
members, or acquaintances. It occurs during social gatherings, parties, or casual
conversations. Informal communication in these settings enables individuals to express
themselves freely, share experiences, seek advice, and maintain social connections.

ty
Here are a few key characteristics of informal communication:

1. Spontaneity: Informal communication is spontaneous and occurs naturally

si
without pre-planned structure or formalities. It allows for free-flowing
conversation and encourages participants to express themselves without rigid
rules or constraints.
2.
er
Flexibility: Informal communication is flexible in terms of language, tone, and
topics discussed. Participants have the freedom to use colloquial language,
informal expressions, and discuss a wide range of subjects, including
v
personal matters, hobbies, interests, and current events.
3. Non-Verbal Cues: Informal communication heavily relies on non-verbal cues
ni

such as facial expressions, gestures, and tone of voice. These cues help
convey emotions, sarcasm, humor, and other subtle nuances that enhance
understanding and connection among participants.
U

4. Relationship Building: Informal communication plays a vital role in building

and maintaining relationships. It allows individuals to connect on a personal
level, show empathy, and develop a sense of camaraderie. Through informal
ity

communication, people can share experiences, offer support, and strengthen

social bonds.
5. Informal Channels: Informal communication often occurs through informal
channels such as social media platforms, instant messaging apps, or casual
m

face-to-face conversations. These channels provide a relaxed environment for

individuals to interact and exchange information.
Informal communication complements formal communication within various
)A

contexts, as it allows for more personalized, relaxed interactions. While formal

communication is necessary for official business matters, informal communication
fosters a sense of community, trust, and social cohesion. It promotes open dialogue,
enhances collaboration, and contributes to overall well-being in both personal and
professional settings.
(c

Grapevine: The grapevine is a type of informal communication that operates

within both internal and external informal channels, contributing to and supporting the

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organization. It is a phenomenon present in all types of organizations and does not

Notes

e
adhere to any prescribed or predetermined rules, allowing information to spread rapidly.
Information flows in various directions through the grapevine, connecting almost anyone

in
within the organization. It operates based on social and personal relationships rather
than official formalities and laws.

The grapevine operates in both informal internal and external networks,

nl
transmitting opinions, assumptions, and rumors that typically do not travel through
formal channels. Essentially, the grapevine serves as a medium for horizontal
communication, though it lacks a fixed pattern.

O
It functions efficiently in horizontal, vertical, and diagonal directions. The grapevine
is a natural and spontaneous medium of person-to-person informal communication,
facilitating the flow of knowledge horizontally, vertically, and diagonally without being

ty
constrained by any rigid rules or regulations, both within and outside the organization.

Following are the 5 ways that make grapevine beneficiary to the organisation
i. Supplying accurate information to those who initiate the grapevine.

si
ii. Viewing the grapevine as a tool for gauging the overall sentiment.

iii. Disproving false rumors.

er
iv. Empowering staff to make decisions.

v. Cultivating a positive and wholesome organizational atmosphere.

v
●● Facilitating Accurate Grapevine Communication: Managers can identify individuals
actively engaged in grapevine channels and provide them with genuine news to
ni

relay accurate information throughout the networks. This approach aims to curb
the spread of gossip, misleading, and distorted messages.
U

●● Using Grapevine to Gauge Employee Sentiment: Recognizing the grapevine as

a valuable source of feedback, managers should utilize it to gauge employees’
sentiments and perceptions.

●● Addressing False Rumors Promptly: In the event of false rumors circulating within
ity

the company, management should promptly refute and address them through
formal channels. This action will discourage the proliferation of baseless rumors.

●● Empowering Staff in Decision-making: When involving staff in decision-making

m

processes, ensuring they are well-informed will prevent doubts and the fabrication
of false stories.

●● Fostering a Healthy Organizational Environment: Cultivating a positive

)A

organizational environment enables employees to feel a sense of belonging,

respect for the chain of command, and job satisfaction. Such an environment
promotes the optimal and efficient functioning of the grapevine.

While a company cannot control the existence of the grapevine, it can create an
(c

atmosphere that encourages responsible and efficient grapevine communication among

employees.

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 Professional Communication 29
Types of Grapevines
Notes

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Grapevine communication primarily involves horizontal interactions, but it can also
take on vertical and diagonal dimensions. Professor Keith Davis categorized grapevine

in
into four distinct forms:

1. Single Strand Chain

2. Gossip Chain

nl
3. Probability Chain
4. Cluster Chain

O
Six Reasons that why Grapevine Communication Exists in Organisation
Communication through the grapevine is influenced by various factors and
emotions that can arise from personal matters and other circumstances. As Keith Davis

ty
stated, the grapevine is more a function of the situation rather than an individual’s
actions. Instances that can give rise to grapevine communications include situations like
layoffs, takeovers, promotions, or the adoption of new technologies.

si
Several factors contribute to the activation of the grapevine within an organization:

●● Employees’ emotions: Organizational issues such as service instability, managerial

er
confusion, the prohibition of labor unions, or subordinates feeling undermined by
supervisors may trigger emotions among the staff. As a result, some employees
may use the grapevine to express and share their feelings, seeking relief and
calming the excitement.
v
●● Informal and Community Groups: Grapevine communication reflects the presence
of informal and peer groups within the organization. They share both personal and
ni

organizational matters through the grapevine.

●● Exceptional Information: Extraordinary events or details, such as the development
U

of new products, investment in new sectors, or the provision of special facilities

to specific employees, should be disseminated across the organization. If such
information is not shared formally, it may find its way into the grapevine.
●● Job Roles: Certain job roles, such as personal assistants, personal secretaries,
ity

or drivers, may naturally involve handling important messages and actively

participating in grapevine communication. For instance, Keith Davis pointed out
that “Secretaries to managers are four times more likely than other workers to be
key grapevine communicators.”
m

●● Talkative Culture and Suspicion: Individuals with talkative tendencies or those

who are suspicious about certain matters tend to play an active role in spreading
information through the grapevine.
)A

●● Organizational Atmosphere: In modern times, many companies encourage regular

interaction among their employees, fostering an environment where grapevine
communication can thrive.
In conclusion, the presence of the grapevine is almost unavoidable in any
(c

organization, regardless of its size or nature, due to the prevalence of the above-
mentioned issues and circumstances. It is a communication channel that is driven more
by the situation and context rather than solely dependent on individual behavior.

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2.1.6 Advantages and Limitations of Informal Communication

Notes

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Advantages of Informal Communication

in
Informal communication operates without the constraints of rules, regulations,
and formal procedures, making it a cost-effective alternative to formal communication.
Despite lacking structured principles, informal communication offers several
advantages:

nl
1. Alternative System: In situations where messages cannot be conveyed
through formal means, informal communication serves as a viable alternative.

O
2. Interpretation: Informal communication proves valuable when messages to
subordinates require explanation or interpretation.
3. Presenting Grievances: Employees may not feel comfortable voicing

ty
complaints to superiors through formal channels, but informal communication
provides them with a better opportunity to express grievances and claims. The
grapevine, as an informal communication system, can play a significant role in
this regard.

si
4. Increasing Efficiency: Informal communication allows employees to freely
exchange opinions and ask questions without hesitation, fostering a cordial
communication environment that boosts efficiency.
er
5. Improving Relations: Informal communication can help settle any conflicts
between management and labor, promoting cooperation and coordination
through harmonious relationships.
v
6. Providing Recommendations: Subordinates feel at ease offering management
ni

their suggestions and recommendations on various job-related matters such

as work methods, procedures, and conditions.
7. Measuring Reaction: Before formally releasing new information, management
U

may seek to gauge employees’ reactions. Informal communication becomes

valuable in assessing employees’ responses before using formal channels.
8. Problem Solving: Through informal communication, management becomes
aware of problems, conflicts, complaints, and similar issues. As a result, timely
ity

and effective actions can be taken to address these matters.

Disadvantages/ Limitation of Informal Communication

Although informal communication offers numerous advantages, it is not without its
m

drawbacks and limitations. Some significant disadvantages of informal communication

systems are as follows:

1. Distortion: Informal communication networks lack defined rules or guidelines, leading

)A

to the transmission of information without respect or fear of consequences. This may

result in the spread of wrong or distorted news, which can be harmful to employees
and the organization, making it a considerable disadvantage.
2. Lack of Secrecy: Informal communication allows free interaction without restrictions
(c

or rules, making it easy for any secret matter to be leaked without hesitation. This
lack of secrecy can cause significant damage to the organization.

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 Professional Communication 31
3. Incomplete Information: Information transmitted through informal channels is often
Notes

e
incomplete, leading to a higher likelihood of misunderstanding or misinterpretation.
4. Non-Cooperation: Confusion can arise among individuals involved in informal

in
communication, leading to a lack of cooperation between them.
5. Lack of Resistance: Informal communication operates beyond any established
system, making it difficult for the organization to control or resist its movement.

nl
6. Proliferation of Rumors: Informal communication frequently fabricates facts, creating
a distorted and overly positive picture that can harm the working environment of the
organization.

O
7. Misunderstanding: The absence of proper conduct, decorum, and rules in informal
communication can cause misunderstandings and conflicts among employees.
In summary, while informal communication has its benefits, these drawbacks

ty
must be acknowledged and managed effectively to maintain a healthy communication
environment within the organization.

si
2.2 Cross-Cultural Communication
Cross-cultural communication is for interpersonal communication and interaction
through cultures. In our age of globalisation and internationalisation, this has become
er
a significant issue. The goal of successful cross-cultural communication is to transcend
cultural gaps through ethnicity, religion, boundaries, community and behaviour.
Typically, the term cross-cultural is used to describe the comparative analysis of
v
cultures. Cross-cultural communication needs:

●● Listening Skills: While much emphasis is often placed on becoming an effective

ni

speaker, listening is an equally crucial skill that many business professionals tend
to overlook. Attentive listening plays a vital role in cross-cultural communication,
enabling individuals to grasp nuances, read between the lines, and develop
U

empathy with the speaker.

●● Oral Communication Skills: Effective cross-cultural communication requires a
harmonious interplay between listening and speaking. The ability to communicate
ity

effectively transcends mere pronunciation, grammar, vocabulary, or eloquence.

Instead, constructive expression plays a vital role in strengthening cross-cultural
communication, encompassing elements such as making requests, seeking
support, expressing approval or acknowledgement, and articulating opinions in a
simple yet sensitive manner.
m

●● Observation: A wealth of cross-cultural knowledge can be gleaned from people’s

attire, body language, speech patterns, and behaviors. It is crucial to be aware
of our own cultural biases and endeavour to understand the underlying reasons
)A

behind diverse behaviors. By asking questions, we expand our comprehension of

different cultures.
●● Patience: It is important to acknowledge that cross-cultural gaps can be
challenging and sometimes frustrating. Demonstrating patience is undoubtedly
(c

a virtue in such situations. Patience fosters respect and contributes to the

enhancement of cross-cultural communication.

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●● Adaptability: Being adaptable, open-minded, and embracing cultural differences

Notes

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are essential for successful cross-cultural communication. By accepting and
resolving these differences, we can break down cultural barriers and foster
stronger communication, mutual trust, and creative thinking.

in
By fulfilling these five requirements for cross-cultural communication, we can
enhance communication channels, foster better cross-cultural understanding, and

nl
cultivate effective relationships across cultures.

●● It is easy to take communication for granted, especially when communicating with

people from the same country and in the same language.

O
●● Thanks to globalisation, almost all acts of communication are now potentially
cross-cultural. • All the people we work with have a particular background.
●● This includes colleagues, managers, clients, suppliers etc.

ty
●● Maintaining good relationships is key to successful business. Cross-cultural
communication plays a vital role in this.

si
How to Achieve Cross-Cultural Communication
●● Achieving cross-cultural communication is difficult, so don’t worry if it takes time to
master.
●●
er
It will of course depend on the backgrounds of the people you interact with.
●● What are some methods you could use to achieve cross-cultural communication?
v
2.2.1 Public Speaking in Multi-Cultural Context
ni

Introduction
We may have noted that if we are skilled public speakers, that our audience is
changing just like the world is changing. Very likely, we are seeing more people seated
U

in your audience from other lands and cultures. In a multicultural world, public speaking
demands that you learn to adapt to other cultures, as well as to adapt to how people
from other regions will react to you, the public speaker.
ity

Guidelines to Communicate in a Multicultural Environment

●● Knowing your audience: It is very important to know your audience as with any
audience before the presentation.
m

●● Finding common goals: Figure out what is common in you and concentrate on that
only.
●● Showing admiration for other cultures: The urge to assume that our society is
)A

superior to others is to avoid being viewed as ethnocentric. If the members of

your audience feel as though you are threatening their society, they will protect
themselves inwardly and tune you out.
●● Learning to articulate their names: It is particularly important if you are calling or
introducing one of the members of your audience.
(c

●● Adjusting to their listening habits and reactions: Audiences are adjusting to

speakers around the world in different ways. Learn all the aspects that you can on
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 Professional Communication 33
how an audience will respond.
Notes

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Example:

in
™™ In a few Asian cultures, members of the audience sit in total silence and do
not want to disturb the attention of the speaker.
™™ American-African audiences engage in a “Call & Response” format in which

nl
members of the audience directly respond to the statements made by the
speaker as if to add additional emphasis.
™™ American students like short speeches, and to the point.

O
™™ Germans enjoy correct, error-free demonstration and are highly annoyed
about disorganization.
™™ In a multicultural world, public speaking essentially considers what you
and your audiences have in common, focuses on the similarities, shows

ty
appreciation for the differences and adapts to their listening tastes.

2.2.2 Culture and Context

si
Culture refers to the set of values, attitudes, beliefs, and views built into our core
principles. Not only can these attributes affect the way we perceive but also the way
we see the world. The cultural context in communication refers to a group of people’s
er
values, creeds, lifestyles, and behaviours. These cases can affect whether the people
concerned find it right or wrong. For example, a French speaker invading his / her
space may put off an American.
v
Importance and Value of Understanding Context in Communication
ni

Throughout history, species from all corners of the Earth have relied on
communication not only for survival but also as a driving force behind biological
evolution. However, as this process continually evolves, it raises questions about
U

its nature and the factors that influence it within various contexts. In this review, I will
delve into a comprehensive analysis of the crucial variables essential for successful
communication. Additionally, I will explore the role of context and its impact on the
communication process, encompassing aspects related to social, physical, and
ity

cultural facilitation. Finally, I will conclude this discussion by offering my insights on this
assimilation process.

Communication: Communication is the act or process wherein two individuals

engage in a physical or verbal interaction with the aim of achieving mutual
m

understanding. This exchange involves not only sharing knowledge, news, and
ideas but also expressing emotions and discussing various phenomena, goals, and
values. Moreover, communication serves as a means of connecting individuals or
)A

places beyond its informational aspect. When using words and sounds, the speaker
consciously omits a significant amount of information, relying on the listener’s ability to
comprehend the intended meaning accurately.

Context: Context involves evaluating the information that can impact the
likelihood of successful communication. It is the shared common knowledge among
(c

individuals that plays a vital role in achieving effective communication. To comprehend

a communication device on a technical level, the recipient must understand the

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underlying principles of transmission. A clear instance of contextual influence can be

Notes

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seen in how someone’s behavior and demeanor change when they are out with friends
or family compared to when they are in their work environment. Presently, there are five
distinct aspects of the current context.

in
Physical Context: It refers to the overall environmental conditions in which
communication occurs. It encompasses various settings such as schools, public parks,

nl
offices, and restaurants. The physical context not only includes the specific locations
but also takes into account factors like temperature and surrounding environment,
which can influence the meaning and effectiveness of communication during
interactions.

O
To be an effective communicator, it is essential to be aware of the types of
statements that are appropriate in different environmental settings. The physical context
helps individuals understand which messages are suitable for specific environments.

ty
For example, if a person has a job interview in a park for a business sector position, it
will significantly impact the exchange of information between the individuals involved,
considering the informality of the park setting contrasting with the seriousness of the job

si
position.

Social Context: On the other hand, the social context encompasses the overall
ambiance and circumstances in which interpersonal and individual behavior occurs.
er
Moreover, the social backdrop pertains to the disposition surrounding an individual’s
interactions with others. The status dynamics among different individuals represent
a crucial aspect of the social context. Consequently, the social context implies that
v
individuals adapt their interaction styles based on the acknowledged position of those
they associate with.
ni

Furthermore, the roles individuals assume, community norms, cultural values, and
traditions all influence the ways people interact and establish connections with one
another. This framework is commonly referred to as the social context. Additionally, the
U

concept of ‘social context’ adopts a social psychological perspective that is utilized not
only to describe cultural constructs but also to examine instances of socialization within
a defined living environment. For instance, engaging in flirtatious behavior with one’s
boss within the workplace would be considered a deviation resulting from the impact of
ity

social context on significance.

Cultural Context: To understand the impact of cultural context on communication

between individuals, it is essential to define culture. Culture encompasses a range
of ideas, behaviors, opinions, and perspectives that form the foundation of our
m

fundamental concepts. These elements not only shape our thinking but also influence
our worldview. Additionally, the concept of “community” serves as an assimilation
mechanism that shapes our social patterns, personal preferences, interests,
)A

expectations, and desires.

However, due to the all-encompassing nature of culture, miscommunication

frequently occurs, both within professional and social settings. Consequently, the
cultural context can significantly influence the interpretation of messages, not only in
the workplace but also in various other contexts. For instance, a study conducted in
(c

Western African nations highlights the restrictions on women’s public communication.

Such cultural norms can impact multiple aspects of their professional responsibilities,

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 Professional Communication 35
particularly if they are expected to speak assertively. For instance, if a woman’s role
Notes

e
in a professional kitchen entails instructing colleagues to place orders, these cultural
expectations may hinder her ability to do so effectively. In conclusion, I firmly believe
that to become an effective communicator, individuals must discern which types of

in
conversations are deemed acceptable within specific social contexts. By understanding
and appreciating these contextual nuances, individuals can excel in all forms of
knowledge exchange, including verbal and nonverbal communication.

nl
Importance of Culture and Context
Do you know what these are exactly? You probably have a solid understanding

O
already, but are you familiar with their application in language learning? You might have
come across cultural customs, sites, or elements associated with the language you’re
learning. However, if your experience is anything like mine in French high school, it may
have felt like just another history lesson or a narrative about distant events and people.

ty
In other words, these cultural aspects might have seemed like insignificant facts that
didn’t contribute much to your language learning process. Perhaps you learned about
the culture, but culture encompasses more than mere numbers, historical events, and

si
landmarks.

It includes the way in which these occurrences have influenced language usage
and how certain expressions may be considered impolite by locals. This influences
er
the way phrases are used in everyday conversations. Similarly, the significance
surrounding the language lessons you receive is intertwined with your level of
proficiency. It all contributes to a comprehensive understanding, from your instructor
v
and study methods to your motivations. Incorporating meaning into research methods,
such as when learning new vocabulary, can also be beneficial. However, this type of
ni

learning is not always given priority, unfortunately.

Why Do You Need Culture?

U

Is it necessary to have knowledge about the culture associated with the target
language? Perhaps not, unless your intention is to establish a deeper connection.
Otherwise, you might end up mechanically reciting words and sentences, possibly
with flawless grammar, but without truly understanding why you feel out of place.
ity

Learning how to introduce yourself or ask for directions, for instance, doesn’t take too
long. However, if you attempt to use “vosotros” in Mexico or forget to say “bonjour” to
a French individual, don’t be surprised if people assume you are not proficient in the
language or even consider you impolite. It is these minor intricacies that make culture
m

an integral aspect of a language. In numerous instances, interpretation becomes

essential.

What Can You Learn from Culture?

)A

The way of thinking is shaped by one’s own culture. It provides guidance on how
to interact with others, when certain forms of language are appropriate, and how to
navigate various social situations. For instance, comparing the language used when
communicating with a supervisor at work versus that used with family members or
(c

colleagues. Do you approach expressing ideas or writing work emails in the same way
as you would when suggesting something to a friend or sending a text message?

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 36 Professional Communication

Culture provides insights into how to approach/ respond to these scenarios. When
Notes

e
studying a language, it is essential to also explore the culture of its native speakers.
Without doing so, it would be challenging to comprehend and engage with others
effectively. Taking the time not only to familiarize yourself with the culture but also to

in
understand how it differs from your own will enable a deeper connection to the target
language. Rather than merely memorizing specific events and landmarks, the focus
should be on recognizing culture as a social activity or structure. To cultivate an interest

nl
in the culture associated with your target language, you can:

™™ Engage in conversations with native speakers and ask questions.

O
™™ Watch movies.
™™ Listen to music.
™™ Write about current news and affairs (including popular culture).

ty
Do You Need Context?
Culture aids in grasping the subtleties of meaning, while context equips you with
the means to retain that understanding. When you have a meaningful context related

si
to your language learning efforts, you are more likely to retain the information you
are acquiring. But what precisely constitutes relevant context? When you consider
understanding meaning and vocabulary, you might think of learning new words through
er
phrases, complete sentences, songs, or even novels. Context serves as a valuable
tool to enhance your learning effectiveness. However, meaning operates on a broader
scale. Similar to culture, it assists us in assembling words together like pieces of a
puzzle to create significance. This encompassing process includes:
v
™™ Things involving a conference
ni

™™ A language tutor or teacher’s guide

™™ Your own history in society
™™ Your conclusions about the cultural history of someone else
U

We need to learn how to communicate with meaning as language learners and use
it to interact with what we already know.
ity

How to Learn with Context?

It’s easy to see, even in your native language, how the same sentence can mean
something entirely different depending on the context. Look, for example, at the
expression “Nice job! “In all situations: “What was the fight like? “I have the first place!
m

“Well done! “What was the matter with your car? “I re-entered the mailbox. “Wow ......
wow. Great jobs. “Good work” is used sarcastically in the second example, but without
the context of the previous sentences, you will not know that. When learning a foreign
language, understanding how context can alter meaning gives you more insight into
)A

how words are used naturally. If you wish to start integrating meaning into your studies
of languages:

™™ Search various examples of the words used in phrases, sentences and

dialogues
(c

™™ Compare related phrases, sentences and idioms in your mother tongue

™™ Ask the teachers and tutors how to use modern words

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 Professional Communication 37
™™ Request clarity when native speakers and language exchange partners use
Notes

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unfamiliarly familiar words

Why you need both culture and context?

in
If you aim to learn a language but neglect to understand its underlying culture or
the various meanings different words can carry, you may miss out on crucial aspects
of the language. Consider a situation when you felt excluded from an inside joke or

nl
struggled to follow a conversation about an event or gossip you were unaware of. In
such instances, you probably felt like you had nothing significant to contribute, and
your attempts to participate might have been out of context, revealing your lack of

O
understanding. Disregarding the historical context or the potential implications of the
words you use can make interacting with others challenging. Why should it be any
different from learning your own language and culture?

ty
To begin, start by being aware: acknowledge that there will always be things you
don’t know or understand, even though you may want to. For language learners, the
best approach is to cultivate awareness, including being mindful of how you learn.
How do you achieve this? Pay attention to the frequency of your learning and the

si
environments in which your learning takes place.

For example, it is highly beneficial to engage in educational sessions with a teacher

er
or mentor, participate in language exchanges with a language partner, or enroll in virtual
language courses. However, it is crucial to acknowledge that language learning should
not be limited to these activities alone. Keep in mind that culture is not fixed, even
among individuals who share the same native language. It is important to consistently
v
encourage yourself to inquire, draw comparisons between cultural norms and customs,
and openly discuss your own cultural perspectives and biases.
ni

It can be as simple as discussing the shared terms in British and American English,
such as “rubber,” and “eraser.” On the other hand, it might be more intricate, involving
the comprehension of slang and words that could be considered offensive in different
U

cultures.

Maintain an open mind: This involves being receptive to diverse cultural

perspectives and new language learning approaches. Just because something is
ity

unfamiliar doesn’t mean it’s wrong or unhelpful. Be open to asking questions, accepting
suggestions, and being prepared to embrace new ideas. You never know what insights
they might bring!

Engage actively in conversations: By participating in conversations, you not only

m

improve your speaking skills but also gain opportunities to learn about different cultures
and understand how your target language is used in real-life interactions.
)A

2.2.3 Ethnocentrism

Introduction
The saying “Men are from Mars, and women are from Venus” highlights how
people from different cultures think and behave distinctively due to the influence of
(c

various cultural norms. Most individuals tend to be self-centered, perceiving the world
solely from their own perspective. An egocentric person may not even realize that they

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 38 Professional Communication

possess this self-centered viewpoint, seemingly unable to fathom that others might
Notes

e
have differing perspectives. Young children often exhibit clear examples of egocentric
behavior. For instance, if a child bites another child, they might tell them not to do it
because it hurts. However, from the perspective of the child who did the biting, they

in
may not understand why being bitten could cause pain. This inability to consider others’
viewpoints hinders rational conversations about the harm caused by their actions,
making communication difficult.

nl
Several cultural obstacles lead to common egocentric consequences, including
ethnocentricity, racism, and stereotyping.

O
Ethnocentrism
Ethnocentrism refers to the belief that one’s own cultural values and practices
are superior to those of others. When this attitude is present in communication, it can

ty
make people from different cultures feel undervalued and disregarded. Consequently,
individuals may withdraw and communication becomes unproductive or even
counterproductive.

si
Some people intentionally embrace ethnocentrism and genuinely believe their own
culture is superior to all others. A historical example of this mindset can be seen in Adolf
Hitler’s attempt to promote the Aryan race as a greater and superior race.
er
However, ethnocentrism is not always intentional. In such cases, the speaker’s
ethnocentric beliefs may inadvertently manifest during conversations, causing listeners
from other cultures to feel alienated. For instance, when traveling, individuals from the
v
USA may display strong patriotism, which can be perceived as arrogance by some.
Moreover, the notion of American exceptionalism refers to the tendency of U.S. citizens
ni

to believe that their culture and way of life should be dominant worldwide.

Prejudice
U

While ethnocentrism entails a positive self-centered feeling, racism represents a

negative attitude toward others. It involves looking down upon someone without prior
knowledge of their culture or individuality, leading to unjustified prejudices. These
biased views have caused significant damage to the reputation of many well-known
ity

politicians and actors. When such bias infiltrates communication, it cannot be dismissed
as innocent self-love (simplified ethnocentrism) because the hostility toward another
community or culture becomes evident. Severe racism played a significant role in
creating the situation of social segregation in the U.S., and it continues to foster derision
m

among people from diverse cultural backgrounds.

Examples of prejudiced communication include name-calling that targets cultural

or religious attire or the use of negative adjectives to describe certain groups before
)A

mentioning their names.

2.2.4 Stereotyping
The consequence of our ability to overestimate the degree of correlation between
(c

group composition and psychological characteristics is stereotyping. Although there

may be some correlation between group membership and members’ psychological
characteristics, when we interact on an automatic pilot, it is much smaller than we think.

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 Professional Communication 39
Common Stereotypes
Notes

e
Racial Profiling: Among the most prevalent stereotypes are those related to
ethnicity. For example, saying that all Black individuals are naturally skilled at sports is a

in
stereotype, as it unfairly generalizes the entire race based on athletic abilities.

Gender Profiling: Common stereotypes exist for both males and females, including
beliefs like:

nl
™™ Males are strong and assertive.
™™ Men are the backbone of society.

O
™™ Girls are not as sophisticated as boys.
™™ Women are not as competent in the workplace as men.
™™ Girls are not as physically fit for sports.

ty
™™ Boys are messy and unkempt.
™™ Men who spend excessive time on computers or reading are considered
geeks.

si
Group Stereotyping: Another form of stereotype involves categorizing individuals
into specific groups, such as Skaters, Gangsters, Goths, and Preps. This kind of
stereotyping frequently occurs in classrooms, leading to unfair assumptions about
er
different groups:

™™ Goths are depicted as wearing black clothing and makeup, being depressed,
and harboring hatred.
v
™™ Punks are believed to wear mohawks, boots, and chains, perceived as a
threat to society who often get into trouble.
ni

™™ Politicians are often stereotyped as unfaithful and only interested in personal

gain.
™™ Children’s worth is sometimes judged solely based on their physical
U

appearance.
™™ Blondes are unfairly perceived as unintelligent.
™™ Librarians are commonly depicted as elderly ladies wearing glasses, having
ity

their hair tied in a high bun, and constantly looking stern.

™™ Rebels are often associated only with teenagers.
™™ Not all children enjoy nutritious food.
™™ Models are believed to be exclusively anorexic women.
m

™™ The elderly are sometimes wrongly thought to be frail and behave like infants.
Gender Stereotypes: In contrast, gender stereotypes may lead to assumptions
about an individual’s gender orientation, such as falsely assuming a man is gay or a
)A

woman is a lesbian. Those who adhere to such stereotypes may also mistakenly view
being a part of the LGBT (Lesbian, Gay, Bisexual, Transgender) community as immoral,
sinful, or an abomination.

2.2.5 Cultural Relativism

(c

The concept of cross-cultural relationships advocates for people from diverse

cultures to form connections that embrace and appreciate the different perspectives
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 40 Professional Communication

and ways of life of one another. Individuals with varied experiences can help each
Notes

e
other envision possibilities that they might not have considered due to their own
cultural constraints or norms. Some traditional behaviors in certain cultures may restrict
opportunities as they are deemed “wrong” by those cultures. Being aware of these

in
potential possibilities can lead to personal growth and development for those exposed
to new ideas. However, this type of relationship also poses a threat – once formed, it
challenges the notion of any single culture holding absolute reality.

nl
Cultural relativism, on the other hand, promotes the understanding and
consideration of a society based on its own terms, without imposing judgments using
one’s own cultural standards. It aims to foster awareness of cultural traditions that

O
might not be familiar to one’s own society. Embracing the viewpoint of cultural relativism
leads to the belief that no culture is inherently superior to another in terms of moral,
legal, or political structures. It recognizes that cultural expectations and values derive

ty
their meaning from specific social contexts. Cultural relativism emphasizes that there
is no universal definition of good or bad, and each society determines right and wrong
differently through individual choice and judgment.

si
In essence, cultural relativism suggests that any ethical viewpoint is shaped by
each person’s experiences within their own culture, and there is no absolute right or
wrong legal system. It encourages understanding and interpretation of unfamiliar
er
cultural behaviors, such as insect consumption, genocides, or genital cutting,
by approaching them through a lens of cultural relativism to gain a systematic
understanding.
v
Cultural relativism can be classified into two distinct categories:

1. Absolute: In this perspective, outsiders should challenge anything that occurs in a

ni

society and deem it unacceptable. An extreme example of absolute cultural relativism

can be seen in the viewpoint of the Nazi party, which justified the Holocaust.
U

2. Critical: This stance raises questions about cultural traditions and examines who
adopts them and why. Critical cultural relativism also takes into consideration
relationships of influence.

In certain cultures, particularly in Africa, the practice of female genital cutting is a

ity

clear demonstration of total cultural relativism. Female genital cutting (FGC) involves
the partial or complete removal of the female reproductive/genital organs or other
related procedures. This practice is primarily upheld due to cultural, religious, and
traditional reasons. While some communities, like those in the United States, condemn
m

FGC, they find themselves unable to halt the continuation of this practice due to its
societal support.
)A

2.2.6 Cultural Shock and Social Change

Cultural Shock
Culture shock is an experience that individuals may encounter when they enter
a cultural setting different from their own. It encompasses the personal disorientation
(c

felt by individuals when they come across an unfamiliar way of life due to immigration,
visiting a foreign country, transitioning between social environments, or simply changing

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 Professional Communication 41
their way of life. This cultural shock can be divided into four distinct phases: adaptation,
Notes

e
adjustment, negotiation, and honeymoon.

Adaptation: In this stage, individuals become fully engaged in the host community,

in
reaching a level of mastery. While they retain certain characteristics from their original
culture, they comfortably embrace the host culture during this bicultural period.

Adjustment: After some time (typically 6 to 12 months), individuals become

nl
accustomed to the new culture, and routines begin to form. The host country no longer
feels entirely unfamiliar, and individuals develop problem-solving skills to cope positively
with the community.

O
Negotiation: This phase, occurring around three months after arrival (depending
on the individual), reveals discrepancies between the old and new cultures, leading
to feelings of anxiety, disappointment, and frustration. Language barriers, differences

ty
in public health, traffic safety, and food availability intensify the sense of disconnection
from the environment.

Communication plays a crucial role during this period as people adapting to a

si
new culture may experience loneliness and homesickness due to unfamiliarity with
daily interactions. Language barriers can pose significant obstacles to establishing
new relationships, necessitating careful attention to cultural-specific body language,
er
linguistic nuances, traditions, and interpersonal dynamics.

Social Change: Communication for social change, also known as communication

for sustainable social change and growth, involves using various communication
v
methods to address dysfunctional production structures, processes, or practices in a
particular place that has not experienced substantial technological progress. Social
ni

change refers to altering the social structure of a community through changes and
modifications to social structures, attitudes, and relationships. It encompasses societal
evolution, where traditional norms undergo necessary changes. Population growth and
composition, culture and technology, the natural environment, and social conflict are
U

major sources of social change. Cultural lag refers to a delayed shift in one sector of
society in response to a change in another sector. In summary, social change denotes
significant alterations in behavior patterns, societal principles, and norms over time.
Examples of major long-term social shifts include the industrial revolution, the abolition
ity

of slavery, and the feminist movement.

Summary
●● Social communication pertains to the language used in various social situations,
m

contributing to improved relationships, increased employee efficiency, and

breaking social barriers in our daily lives.
●● Small Talk: Despite its apparent lack of practical intent, small talk serves as a
)A

bonding activity and a means to maintain interpersonal distance. It plays multiple

roles in establishing relationships between friends, colleagues at work, and new
acquaintances. Particularly for new acquaintances, small talk helps explore and
categorize each other’s social status, while also fulfilling the need for acceptance
(c

and maintaining a happy face during social interactions.

●● Rapport Building: Building rapport fosters a state of harmonious understanding,
facilitating easier and more effective communication with others. It involves getting
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 42 Professional Communication

along well with another person or group by finding common ground, making
Notes

e
communication smoother and more efficient. Sometimes, rapport is established
automatically, leading to friendships, while at other times, deliberate efforts to seek
common ground help build connections.

in
●● Informal Communication: Informal communication typically occurs during group
gatherings, social events, parties, etc. It allows superiors to gather information

nl
from subordinates that might be challenging to obtain through formal channels.
Such informal exchanges include remarks, suggestions, and more, conveyed
through gestures, head movements, smiles, and silence. For instance, a boss may
choose to discuss a complaint about a subordinate with a higher officer through

O
informal conversation instead of putting it in writing.
●● Cross-Culture Communication: Cross-cultural communication explores interactions
among people from diverse cultural backgrounds, both within similar and distinct

ty
ways, and how they bridge cultural gaps. It encompasses intercultural contact and
involves communication between individuals with differences in working styles,
age, nationality, ethnicity, race, gender, sexual orientation, etc. Effective cross-
cultural communication requires an understanding of the turn-taking mechanism in

si
conversation to avoid misunderstandings and promote collaboration.
●● In each individual’s life, culture exists at multiple levels, including the culture they
er
grew up with, the culture in their workplace, and other communities they actively
participate in or gradually withdraw from. Cultural differences arise when people
perceive their own culture as superior to others.
v
●● Cross-cultural communication draws upon insights from various academic
disciplines to prevent misunderstandings and conflicts between individuals or
ni

groups. Emphasizing the right answer rather than the perfect message promotes
confidence and effective collaboration.
●● To achieve successful cross-cultural contact, both speakers need to be aware of
U

the turn-taking mechanisms in conversation, ensuring balanced participation and

effective communication.

Glossary
ity

●● Channel: The channel refers to the medium through which a message is

transmitted.
●● Ethnocentrism: Ethnocentrism is the act of evaluating other cultures based on
preconceived notions rooted in the standards and customs of one’s own culture.
m

●● Racism: Racism is the belief that different races possess distinct characteristics,
abilities, or qualities, leading to their classification as inferior or superior to one
another.
)A

●● Prejudice: Prejudice is a preconceived opinion that lacks a rational basis or is not

derived from actual experiences.
●● Stereotyping: Stereotyping involves holding a widely accepted but simplistic and
generalized image or idea about a particular type of person or thing.
(c

●● Rapport: Rapport refers to a close and harmonious relationship where individuals

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 Professional Communication 43
or groups understand each other’s feelings or ideas and communicate effectively.
Notes

e
●● Small Talk: Small talk entails engaging in polite conversations about unimportant
or uncontroversial matters, especially during social occasions.

in
Check Your Understanding
1. A crucial factor in classroom communication is:

nl
a) Physical setup

b) Field of experience

O
c) Conditioned feedback

d) Message linearity

2. An energetic discussion between a teacher and a student in the classroom is

ty
classified as:
a) Horizontal communication

si
b) Mechanical communication

c) Linear communication

d) Categorical communication
er
3. Which of the following contributes to building rapport?
a) Paying attention to appearance
v
b) Finding common ground
ni

c) Practicing empathy

d) All of the above

U

4. Informal communication is also known as:

a) Downward communication

b) Grapevine communication
ity

c) Upward communication

d) Horizontal communication

5. Which of the following is not a principle of effective communication?

m

a) Persuasive and convincing dialogue

b) Audience participation
)A

c) One-way transfer of information

d) Strategic use of grapevine

6. In communication, language refers to:

(c

a) The verbal code

b) Intrapersonal communication

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 44 Professional Communication

c) The symbolic code

Notes

e
d) The non-verbal code

7. The communication that takes place during informal interactions among team

in
members is referred to as:
a) Water cooler chat

nl
b) Water cooler talk

c) Water cooler conversation

O
d) All of the above

8. In public speaking, sound ethical decisions involve considering:

a) A set of ethical standards or guidelines

ty
b) The practicality of the course of action

c) A set of legal criteria for acceptable speech

si
a) The speaker’s goal in a given situation

9. Stereotypes are based on: er

a) Race

b) Ethnicity

c) Gender
v
d) All of the above
ni

10. Cultural relativism, by invoking a realm of justice and morality beyond and superior
to specific countries, cultures, and religions, is referred to as:
U

a) Human rights

b) Cultural traits

c) Human behaviors
ity

d) Human needs

11. The first object-oriented language ‘Smalltalk’ first appeared in:

a) 1992
m

b) 1982

c) 1972
)A

d) 1952

12. The primary cause of noise in the communication process is:

a) A lack of cultural empathy
(c

b) Ineffective listening skills

c) The speaker’s attributions

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 Professional Communication 45
d) An individual’s life space
Notes

e
13. In a professional setting, small talk serves primarily to:
a. Share personal secrets

in
b. Establish rapport and build relationships
c. Discuss controversial topics

nl
d. Negotiate business deals
14. What is the main purpose of incorporating small talk into a business conversation?

O
a. To avoid silence
b. To convey critical information
c. To showcase expertise

ty
d. To set a friendly tone
15. Stereotyping in professional communication can lead to:

si
a. Improved understanding of diverse perspectives
b. More inclusive workplace environments
c. Misjudgements and bias
er
d. Enhanced creativity and innovation
16. What is a stereotype in communication?
v
a. A type of formal document
b. A set of universally accepted beliefs
ni

c. An oversimplified and generalized belief about a group

d. A form of persuasive speech
U

17. The primary goal of public speaking is to:

a. Share personal anecdotes
b. Entertain the audience
ity

c. Inform, persuade, or entertain the audience

d. Express personal opinions
18. Which skill is crucial for effective public speaking?
m

a. Ignoring the audience’s reactions

b. Using technical jargon extensively
)A

c. Delivering the speech rapidly

d. Engaging with the audience
19. Racism in professional communication refers to:
a. Fostering a diverse work environment
(c

b. Treating everyone equally

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 46 Professional Communication

c. Discriminating against individuals based on their race

Notes

e
d. Avoiding discussions about cultural differences
20. Prejudice in communication involves:

in
a. Embracing different perspectives
b. Making judgments about individuals without understanding their unique

nl
qualities
c. Avoiding sensitive topics entirely
d. Focusing solely on personal opinions

O
Exercise
1. What are the key elements of small talk, and why is it important in social

ty
communication?
2. Discuss the negative impact of ethnocentrism and stereotyping on cross-cultural
communication. Provide examples to support your explanation.

si
3. How can an understanding of cultural relativism help individuals overcome cultural
barriers and promote effective communication?
er
Learning Activity:
1. How can an organization promote cultural sensitivity and overcome ethnocentrism
within its workforce to foster a more inclusive and collaborative work environment?
v
2. Explain the concept of cultural relativism and its significance in fostering understanding
and respect in international business transactions.
ni

Check Your Understanding (Answers)

1. b
U

2. a
3. d
ity

4. b
5. c
6. a
7. d
m

8. a
9. d
)A

10. a
11. c
12. d
(c

13. b
14. d

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 Professional Communication 47
15. c
Notes

e
16. c
17. c

in
18. d
19. c

nl
20. b

Further Readings and Bibliography

O
1. Management, Stoner, Freemand & Gilbert
2. Principles & Practices of Management, L.M. Prasad / C.B. Gupta
3. Management Today, Burton & Thakur

ty
si
v er
ni
U
ity
m
)A
(c

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 48 Professional Communication

Module - III: Effective Meetings: Meaning, Purposes,

Notes

e
and Techniques

in
Learning Objectives:
At the end of this topic, you will be able to:

nl
●● Define meeting
●● Identify the purpose of the meeting

O
●● Demonstrate the steps of conducting a meeting
●● Select suitable documents for recording meeting information
●● Compare the effectiveness of notice, agenda, and minutes

ty
Introduction
A meeting refers to a gathering of two or more individuals who come together

si
with the intention of achieving a common objective through verbal communication,
which involves sharing information or reaching an agreement. These gatherings can
occur in person or remotely, facilitated by communication technologies like telephone
er
conference calls, Skype calls, or video conferences. According to one definition from
the Merriam-Webster dictionary, a meeting is described as “an act or method of coming
together,” exemplified by “a common purpose assembly.”
v
Meeting planners and other professionals in this field utilize the term “meeting”
to indicate an event that is arranged at various venues such as hotels, conference
ni

centers, or other dedicated locations specifically designed to host such gatherings.

3.1 Meeting
U

3.1.1 Meetings: Meaning and Importance

Definition and Significance of Meetings

ity

A meeting is a gathering of individuals convened to address specific matters with

the aim of arriving at solutions or making decisions. It can also be described as the
assembly of two or more people working together towards a shared objective. Meetings
may take place in person or through modern technologies like video conference
m

calls. They can vary in formality, with formal meetings adhering to specific rules and
guidelines, including designated time, location, and duration.

Various Types of Meetings

)A

Meetings encompass a range of formats, such as lectures (involving a single

speaker), seminars (featuring multiple presentations with a limited audience and usually
spanning one day), conferences (moderate in size and lasting one or more days),
congresses (large-scale gatherings spanning multiple days), exhibitions or trade shows
(c

(comprising staffed stands attended by passers-by), workshops (small-scale events

involving active participants), kick-off events, team-building sessions, and training
courses. Some specific meeting forms include:
Amity Directorate of Distance & Online Education
 Professional Communication 49
1. Committee Meeting: A gathering of a subset of an organization’s members focusing
Notes

e
on specific topics.
2. Investigative Meeting: Typically conducted for pre-interviews, exit interviews, or

in
discussions between an investigator and a delegate.
3. Kick-off Meeting: The initial meeting between a project manager and project clients
to discuss team member roles and expectations.

nl
4. Townhall Meeting: An informal assembly open to the public for discussion and
exchange of ideas.

O
5. Job Meeting: A meeting that leads to tangible outcomes like decisions, in contrast to
social gatherings or parties.
6. Staff Meeting: Involves the management or directors of an organization coming
together.

ty
7. Management Meeting: A gathering of managers to discuss relevant matters.
8. Employee Meetings: Meetings between managers and their direct reports.

si
9. Off-site or Awayday Meetings (in the UK): Gatherings held outside the regular
workplace.
10. Breakfast Meetings: Meetings conducted during breakfast, often for convenience
and time efficiency.
er
11. Stand-up Meetings: Short and concise meetings where participants stand to promote
brevity.
v
Determining the Frequency and Duration of Meetings
ni

The leader of a meeting must decide its frequency and duration based on the
purpose and requirements. Meetings can be one-time events, regularly scheduled
gatherings, or series of meetings, such as monthly “lunch and learn” sessions at
U

businesses, churches, parties, or associations. In Russian culture, a “flying meeting”

refers to a hastily called, brief meeting.

Advantages of Meetings:
ity

1. Time-saving: Meetings enable interactive discussions with multiple people

simultaneously, leading to time efficiency.
2. Addressing specific groups: Meetings allow for targeted addressing of different
audiences based on their context and needs.
m

3. Coping with information overload: In the face of rapidly changing technologies and
regulations, meetings aid in managing and tackling information overload.
)A

4. Social and emotional support: Participants in meetings can exchange ideas and
provide mutual support to one another.
5. Sense of consultation: Meeting attendees feel consulted, fostering cooperation and
willingness to participate.
(c

6. Democratic operation: Meetings facilitate democratic decision-making and

involvement of all participants for the welfare of everyone.

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 50 Professional Communication

7. Idea generation: Meetings encourage cross-fertilization of ideas, analysis, and

Notes

e
development.
8. Handling troublemakers: Collectively, meetings can isolate troublemakers and

in
promote positive action, providing a platform for dissenting views.
9. Enhancing bold decision-making: The collective energy of meetings enables making
unanimous and challenging decisions.

nl
10. Representing diverse interests: Meetings can incorporate a wide range of interest
groups, including minorities, ensuring fair consideration.

O
Disadvantages of Meetings:
1. Time-consuming: Meetings demand the simultaneous presence of multiple
individuals, necessitating them to prioritize the meeting over other tasks.

ty
2. Difficulty reaching decisions: Too many diverse views and personal stubbornness
can hinder the decision-making process in meetings, unlike when a single chief
executive can make decisions more swiftly.

si
3. Lack of seriousness: Many meetings suffer from the disadvantage of participants
being unprepared and relying on others to do the thinking and talking, leading to
unproductive outcomes.
4.
er
Ineffective leadership: The success of a meeting heavily relies on the chairperson’s
competence and impartiality, and the lack thereof can impact the meeting’s
effectiveness.
v
5. Financial costs: Meetings involve expenses related to planning, location,
documentation, and travel for attendees.
ni

6. Susceptible to disruptions: Meetings are vulnerable to being derailed by issues not

aligned with their objectives, and the reluctance of some participants to adapt can
cause delays or disruptions.
U

3.1.2 Purpose of a Meeting

Meetings serve various essential purposes, each tailored to the specific type of
ity

gathering being conducted. Some of these purposes are outlined below:

1. Sharing Information: Meetings offer an effective platform to disseminate specific

information among all faculty members, ensuring seamless communication.
2. Brainstorming Ideas: Meetings provide an opportunity to gather input and ideas from
m

relevant group members, fostering a collaborative environment.

3. Seeking Clarification: Meetings aim to address concerns and questions related to
specific issues, eliminating any potential confusion.
)A

4. Problem Resolution: Meetings are convened to discuss and resolve organizational

challenges and agenda items.
5. Discussing Proposals and Plans: Meetings facilitate discussions on upcoming plans
and proposals, streamlining organizational operations.
(c

6. Making Sound Decisions: Meetings play a critical role in arriving at well-informed

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 Professional Communication 51
decisions, which can significantly impact the success and future of the company or
Notes

e
organization.
7. Dispute Resolution: Meetings may be held to settle disputes between different

in
entities.
8. Preparedness: Meetings prepare participants to handle potential obstacles,
enhancing the likelihood of successful outcomes.

nl
9. Agenda Focus: Meetings center around specific agendas, with the aim of achieving
consensus among all attendees.

O
10. Identifying Improvement Areas: Meetings provide a platform to identify loopholes or
drawbacks in existing processes and develop strategies for improvement.

3.1.3 Steps in Conducting a Meeting:

ty
To ensure the effectiveness of a meeting, certain steps should be followed:

1. Planning: Prior to conducting the meeting, meticulous planning should be undertaken,

including deciding on the timing, location, and format.

si
2. Maintaining Discipline: Participants are expected to maintain decorum during the
meeting, refraining from distractions such as using phones or engaging in irrelevant
er
conversations.
3. Agenda Discussion: The meeting should revolve around the topics outlined in the
agenda, encouraging constructive debates.
v
4. Encouraging Participation: Every member’s input should be valued and sought,
fostering a collaborative environment where ideas are freely shared.
ni

5. Problem-Solving: Address and resolve issues that hinder the smooth implementation
of the agenda.
6. Time Management: Punctuality and adherence to the meeting timeline are essential
U

to accomplish tasks efficiently.

7. Role Review: Clearly define roles and responsibilities, such as the presenter,
timekeeper, record keeper, facilitator, etc., ensuring a well-organized meeting
ity

process.
8. Ensuring Clarity: Verify that all faculty members understand the meeting’s objectives
and are in agreement with them, reducing any potential confusion.
9. Refreshments: If the meeting is lengthy, providing refreshments can help maintain
m

participants’ engagement.
10. Conflict Resolution: If disputes arise during the meeting, aim to resolve them through
)A

constructive negotiation.
11. Dedication: Encourage high morale and dedication among all members, aligning
their efforts with the meeting’s purpose.
12. Teamwork: Emphasize the importance of working collaboratively for the overall
welfare of the organization rather than individual interests.
(c

13. Patience: Foster patience among team members to ensure smooth discussions and
avoid overlapping ideas.

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 52 Professional Communication

14. Division of Work: Promote a sense of shared responsibility and unity among all
Notes

e
members to enhance productivity.
By adhering to these steps, meetings can be transformed into productive sessions

in
that lead to positive outcomes for the organization.

3.1.4 Written Documents Related to Meeting: Notice, Agenda, and

nl
Minutes

Introduction:

O
To ensure the efficient conduct of meetings, the organization’s secretary is
responsible for preparing several essential documents on behalf of the organization.
The key documents related to meetings include the following:

ty
1. Notice
2. Agenda
3. Minutes

si
Among these documents, the notice and agenda are prepared before the meeting,
while the minutes are prepared after the meeting has concluded.
er
Notice of Meeting:
Whenever a meeting is scheduled, it is essential to send a formal notice or written
communication to all the individuals expected to attend the upcoming gathering. The
v
notice serves as an official announcement of the meeting and typically bears the
company’s official letterhead. The notice should contain the following information:
ni

™™ The notice must be authorized and issued under the appropriate authority.
™™ It should clearly state the name of the company or organization.
U

™™ The day, date, and exact starting time of the meeting should be mentioned.
™™ The notice should include the complete address of the meeting venue, along
with directions, if necessary, to help attendees find the specific room or hall.
™™ The purpose of the meeting must be clearly stated, and if possible, an agenda
ity

can also be provided.

™™ It is important to include the date of dispatch and the signature of the
secretary or convener.
™™ The notice should be sent well in advance to all participants. Normally, at least
m

seven days’ notice should be given, and if some members reside far away, it
is advisable to provide a notice period of at least 21 days.
)A

Principles of Notice Writing:

When drafting the notice, it is crucial to adhere to the following principles:

●● The notice should be properly authorized and formal in language.

●● Clearly mention the organization’s name in the notice.
(c

●● Include the year, date, and location of the meeting, along with directions if needed.

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 Professional Communication 53
●● Send out the notice well ahead of time, considering the required notice period for
Notes

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attendees (e.g., seven days or 48 hours, depending on the situation).
●● If possible, include the purpose and agenda of the meeting in the notice.

in
●● Date the notice when it is circulated and ensure it bears the signature of the
convener or secretary.
●● Make sure the notice is delivered to all the relevant individuals who are expected

nl
to attend the meeting.
●● If applicable, provide details of travel arrangements, such as payable travel

O
allowance (TA) and daily allowance (DA).
In practice, it is essential to ensure that the notice reaches the recipients in a
timely manner. This can be accomplished through various means, including telephone
communication to confirm receipt. However, sending notices via mail may lead to

ty
potential delays, as there could be a significant gap between the date a letter is
dispatched and the postmark on the letter. Therefore, it is crucial to ensure that the
notice reaches the recipients well in advance, avoiding any delays that might affect the

si
meeting attendance.

Agenda er
An agenda is the worklist of items to be discussed at a meeting, in order to make
the meeting more effective. It is the route map of the meeting. The agenda should be
dispatched before conducting a meeting, at least 24 hours before so that members
should be ready for the meeting. The list of agenda should cover all the important
v
instructions that are required in the meeting. Agenda of the meeting include the
following content:
ni

●● It should carry the purpose of meeting very clearly

●● Sharing updates regarding the issues related to the organisation
U

●● Approval of the Minutes of the last meeting

●● Present the overall condition of the company
●● Apologies from the absentees
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●● It should contain the budget related to the project

●● Training hours could be incorporated into agendas.
●● Security considerations should also be included in agendas.
m

●● Discussions and debates on critical organizational issues can be part of the

agenda.
)A

●● Share the preliminary agenda with relevant members and stakeholders.

●● Mention the date, time, and location of the next meeting.
As previously explained, an agenda is a comprehensive list of topics to be
discussed during a meeting. It is also referred to as a company or market order,
(c

originating from the Latin word “agendum,” meaning ‘a thing to do.’ However, “agenda”
(the Latin plural) is used as a singular noun.

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 54 Professional Communication

An agenda serves as a roadmap for the meeting, and the example above gives a
Notes

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glimpse of its format. The agenda may be included in the notice or attached to it. It is
prepared by the convenor/secretary in consultation with the chairperson and requires
the chairperson’s approval. The agenda items encompass everything expected to be

in
discussed during the meeting. Since arranging meetings requires time and effort, the
agenda should be well thought out.

nl
The items in the agenda can be derived from various sources, including the
previous meeting minutes, suggested topics, the behavior and activities after the last
session, and organizational correspondence. The agenda includes both routine and
special items.

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The Agenda Includes Routine as well as Special Items:
Here are some guidelines for listing the agenda items:

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●● Excuses from absent members (not necessary to be published beforehand)
●● Condolences, if any (may or may not have been received beforehand)

si
●● Reading and acceptance of the minutes of the last meeting
●● Matters arising from the minutes of previous meetings (not always necessary to
mention)
er
●● Urgent and non-controversial subjects
●● Matters requiring closer discussion and debate
v
●● Any new items introduced on-the-spot, with the President’s approval
●● Fixing the date of the next meeting.
ni

Typically, the last item in a meeting is a vote of thanks to the chairman, but this
may vary based on custom or need.
U

Minutes
Regarding meeting minutes, also known as minutes of the meeting, protocols,
or informally notes, they serve as written records of the meeting’s proceedings. They
ity

document the events and discussions that took place during the meeting, including the
list of attendees, the issues considered, and the related responses or decisions made.

Meeting minutes should include the following details:

™™ The title of the meeting

m

™™ Date and time of the meeting

™™ Note-taking during the meeting
)A

™™ Distribution and sharing of the minutes

™™ Filing or storing of the minutes for future reference
™™ The primary purpose of the minutes is to capture the essence of the meeting
™™ Confirmation of the acceptance of the previous meeting minutes
(c

™™ Mentioning the date of the previous meeting

™™ Noting any necessary changes from the last meeting

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 Professional Communication 55
™™ Following the same sequence as the meeting in the minutes
Notes

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™™ Including the date of the next meeting.
Minutes of the meeting hold an official status and may be legally valuable,

in
sometimes required to be published by statute. They become final when accepted by
the relevant community leaders, usually during the next meeting, and signed by the
chairperson.

nl
When writing minutes, it is essential to maintain a calm, truthful, impersonal,
and impartial tone, particularly if the meeting had emotional moments. Due to time
constraints, minutes should be concise, focusing on the key points.

O
Minutes typically include details such as motions and modifications, names
of proposers and seconders of motions, election information, recommendations,
resolutions/decisions, sub-committees, and roles assigned to individuals.

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The comprehensive minutes should include the organization/unit name, week,
date, period, location, session number, chairperson and secretary terms, names of
current leaders, names of absent participants, and any invited attendees, such as an

si
inspector or caterer. The minutes should follow the sequence of the meeting.

Tips for writing minutes: er

™™ The minutes are usually written by the clerk based on the notes taken during
the conference.
™™ The clerk may use the agenda as a reference and take quick and accurate
v
notes using shorthand or short forms.
™™ The minutes should capture all the necessary information to create a
ni

comprehensive record.
™™ Design-wise, common constructions used include phrases like “It was agreed
to accept the minutes of the preceding meeting” or “It was decided that a sub-
U

committee should be established to consider.”

™™ Minutes are recorded in the past tense and encompass various details, such
as received donations or decisions taken during the meeting.
ity

In conclusion, a meeting serves as a gathering of individuals to share information

and address pre-defined issues. Meetings can be formal or informal, with formal ones
requiring written invitations and agendas. Minutes of the meeting serve as written
records of the discussions and decisions made during the meeting and are essential for
legal purposes. When writing minutes, it is crucial to be objective and focus on the key
m

points discussed.

Summary
)A

●● Meeting: A meeting refers to a gathering of individuals, typically consisting of three

or more people, with the purpose of sharing information in a coordinated manner
and addressing pre-defined issues for decision-making or problem-solving.
Meetings can take on either a formal or informal nature. In the case of a formal
meeting, specific rules are established to convene and conduct the proceedings,
(c

which are documented in writing. A call-in note or invitation is required for

attendance, accompanied by an agenda outlining the topics to be discussed. The

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 56 Professional Communication

outcomes of a formal meeting are systematically recorded as minutes. On the

Notes

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other hand, an informal meeting, such as a staff union gathering in the lunchroom
to organize a picnic, may not involve any written notice. A conference is convened
by an appointed individual, with a chief or chairperson guiding its proceedings.

in
Meetings can be broadly categorized into the following three types:

™™ Informative: This type aims to provide participants with knowledge about new

nl
systems, products, or other relevant subjects.
™™ Consultative: Its purpose is to seek input from members to address specific
issues or concerns.

O
™™ Executive: This type involves individuals who possess decision-making
authority.

Purpose of Meeting

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™™ Reaching a mutual decision or agreement among participants.
™™ Resolving a question or issue at hand.

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™™ Exchanging ideas and experiences to gain a better understanding of a
situation.
™™ Presenting thoughts, reminders, or justifications.
er
™™ Soliciting and receiving input on new ideas.
™™ Providing necessary preparation.
™™ Planning and strategizing for future actions.
v
™™ Addressing gaps and dispelling stereotypes.
ni

™™ Inspiring passion and fostering collaboration.

™™ Studying and assessing past successes.
™™ Cultivating a sense of continuity and unity within the organization or group.
U

Glossary
●● Meeting: An assembly of people for a particular purpose, especially for formal
discussion.
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●● Facilitating: The increasing of the ease or intensity of a response by repeated

stimulation.
●● Agenda: A list of items to be discussed at a formal meeting.
m

●● Auditor: A person who conducts an audit.

●● Nomination: The action of nominating or state of being nominated
●● Preliminary: Preceding or done in preparation for something fuller or more
)A

important.
●● Notice: Notification or warning of something, especially to allow preparations to be
made.
●● Inexpert: Having or showing a lack of skill or knowledge.
(c

●● Assembled: Gather together in one place for a common purpose.

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 Professional Communication 57
Check Your Understanding:
Notes

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1. What is the intent behind individuals coming together in a meeting?
a. Socializing

in
b. Discussing and exchanging views
c. Enjoying a meal together

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d. Coming together after a period of separation
2. What is the first item typically included in a meeting notice?

O
a. Name of the organization hosting the meeting
b. Physical location or address of the meeting
c. Scheduled time of the meeting

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d. List of topics to be discussed (agenda)
3. How much advance notice is generally recommended for a meeting notice?

si
a. At least seven days
b. At least ten days
c. At least fifteen days
er
d. At least twenty days
4. What term best describes the written plan for conducting a meeting?
v
a. Notice
b. Minutes
ni

c. Agenda
d. None of the above
U

5. What essential quality is required to complete a task ahead of schedule?

a. High levels of patience
b. Careful planning
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c. Effective time management

d. None of the above
6. When should the minutes of a meeting be provided to the attendees?
m

a. Before the meeting commences

b. After the meeting has concluded
)A

c. During the meeting

d. Both before and after the meeting
7. Which document must adhere to the same sequence of items as followed during the
meeting?
(c

a. Agenda
b. Notice

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 58 Professional Communication

c. Records
Notes

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d. Minutes
8. When should a notice for a meeting be prepared?

in
a. During the meeting itself
b. Before the meeting takes place

nl
c. After the meeting has ended
d. One day after the meeting

O
9. Why is clarification essential in the context of a meeting?
a. To avoid confusion
b. To promote relaxation

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c. To encourage argumentation
d. To enhance presentation skills

si
10. What type of documents are necessary for the effective organization of a meeting?
a. Public documents
b. Private documents
er
c. Written documents
d. Spoken documents
v
11. Which of the following is NOT a purpose of a meeting?
a. To make decisions
ni

b. To share information
c. To brainstorm ideas
U

d. To gossip on random topic

12. What is the purpose of the minutes of a meeting?
a. To provide a written record of the meeting
ity

b. To ensure that everyone comes for a meeting

c. To identify the problem
d. To announce a promotion
m

13. What is the first step in conducting a meeting?

a. Sending out a notice of meeting
)A

b. Preparing an agenda
c. Selecting a meeting location
d. Setting a meeting time
14. Which of the following is NOT a step in conducting a meeting?
(c

a. Reviewing the agenda

b. Brainstorming ideas
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 Professional Communication 59
c. Making decisions
Notes

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d. Following up on action items
15. Which of the following is NOT a type of meeting?

in
a. Minutes meeting
b. Decision-making meeting

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c. Brainstorming meeting
d. Socializing meeting

O
16. Which of the following is a good practice for writing minutes of a meeting?
a. Include your finding after the meeting
b. List the attendees who did not join

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c. Summarize the main points of discussion
d. Provide some poll quiz

si
17. Which of the following is NOT a good practice for conducting a meeting?
a. Start and end the meeting on time
b. Keep the discussion on track encourage everyone to participate
er
c. Summarize the main points of discussion
d. Allow one person to dominate the discussion
v
18. Which of the following is a good practice for following up on action items?
a. Assign specific tasks to individuals
ni

b. Set deadlines for completing tasks

c. Track progress and provide updates
U

d. Send out a reminder email every day

19. Which of the following is NOT a benefit of conducting meetings?
a. Improved communication
ity

b. Increased productivity
c. Better decision-making
d. Increased stress levels
m

20. Which of the following is a good way to follow up after a face-to-face meeting?
a. Send out a summary of the meeting minutes.
)A

b. Assign action items and deadlines.

c. Schedule a follow-up meeting to review progress.
d. Celebrate the team’s accomplishments.
(c

Exercise
1. Explain the concept of a meeting notice and its significance. What information should
be included in a meeting notice?
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 60 Professional Communication

2. What is the meaning and importance of meetings in an organization? Provide three

Notes reasons why meetings are essential for effective communication and collaboration.

e
Learning Activity

in
1. In what situations would it be appropriate to schedule a face-to-face meeting versus
a virtual or remote meeting? What factors should be considered when making this
decision?

nl
2. How can organizations evaluate the effectiveness of their meetings and continuously
improve the meeting processes?

O
Check Your Understanding – Answers
1. b 2. a
3. a 4. c

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5. c 6. b
7. d 8. b

si
9. a 10. c
11. d 12. a
er
13. b 14. d
15. a 16. c
17. d 18. c
v
19. d 20. a
ni

Further Readings and Bibliography

1. Management, Stoner, Freemand & Gilbert
U

2. Principles & Practices of Management, L.M. Prasad / C.B. Gupta

3. Management Today, Burton & Thakur
ity
m
)A
(c

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 Professional Communication 61
Module - IV: Business Report
Notes

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Learning Objectives:

in
At the end of this topic, you will be able to:

●● Discuss the significance of reports

nl
●● Classify reports
●● Prepare reports as per a plan

O
●● Use multiple visual aids in reports

Introduction
An elaborate formal writing style on a subject is report writing. Typically, a report’s

ty
tone is formal. It’s always carefully considered whom it’s intended for. As an illustration,
consider writing a report on a school incident or a business case. The purpose of report
writing varies depending on the context. In academic settings, reports are often used to

si
summarize research projects, present experimental results, or provide critical analyses
of literature. In professional environments, reports serve as a means of documenting
project progress, communicating findings to stakeholders, or making informed decisions
based on data analysis.
er
4.1 Report Writing
v
4.1.1 Types of Reports
ni

●● Formal or informal report: Formal reports exhibit a strong structural framework,

placing emphasis on objectivity and consistency. They encompass extensive
detail and are composed in a style that aims to eliminate personal opinions. On
U

the other hand, informal reports typically consist of brief messages that employ
natural, casual language. Broadly speaking, an internal memorandum can be
characterized as an informal report.
ity

Writing Informal Reports

Format
Memo Header
m

To: (Name and title of target audience)

From: (Name and title of writer: remember to sign or initial if it isn’t an electronic
submission)
)A

Date:
RE:
CC: (distribution list when necessary)

Introduction [No heading necessary]

(c

Discussion sections [use headings provided in the outline attachment of the

syllabus]

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 62 Professional Communication

Conclusion [Reflection is the content]

Notes

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Parts of an Informal Report

in
Reports are written for many different reasons and use two basic formats. One is
the long or formal report and the short or informal report. But Every report, like every
letter, essay, or article has 3 main parts: Introduction, Discussion sections, Conclusion.
These reports follow the same format as the memo but are longer and more

nl
comprehensive. Because they are longer than one or two pages, report also include
such formatting elements as headings, bulleted or numbered lists, and graphs and
charts or tables.

O
Introduction
The introductory section includes J parts:

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1. a statement of the problem or situation,
2. the task assigned to their writer and the scope of the project.

si
3. purpose of the report and forecasts for the reader the topics of the report.

(Please refer to outline Section 1. Introduction)

er
Finally, when appropriate, the introduction ends with the conclusion or
recommendation reached by the writer.

Discussion Sections
v
Another aspects of report writing that is somewhat different from other business
communications is the reading patterns of various audiences. Remember that most
ni

memos and reports have a target audience, but a number of secondary audiences
who must be accommodated. Some of the readers will skim the report. In other words,
the report, particularly the discussion sections, may not be read in a linear way from
U

the first word progressing to the last. Therefore, the writer must be certain the report
is comprehensible when read in that manner. Each section must work together as part
of the whole report. But a reader should be able to read one section and understand
the context. Anytime you use a list, or graphic or visual representation, you should
ity

introduce that list or visual and explain its purpose to the audience.

The Formal Report

Formal reports are written fro two of the laboratory experiments specified in the
m

syllabus. Perform the experiments and complete the report requirements for that
experiment given in the laboratory manual. The report must be typed. It must be neat
and coherent.
)A

Organize the report well and write with correct grammar in a clear, candies, easily
understood style. Communicate clearly and efficiently to an audience that is assumed to
be unfamiliar with this particular lab course. Assume the reader is a fellow engineering
students who can follow a fairly sophisticated technical discussion, but is unfamiliar
(c

with the systems and equipment being studied. Inform the reader about the specifics of
the experiment and the principles behind it. The lab manual may be referenced when

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 Professional Communication 63
appropriate. Under no circumstances should any material be used without its origin
Notes

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being specified.

To the extent possible, the formal report should simulate (in style, tone, and

in
structure) the Sample Format Report shown in the following pages. An outline of the
report’s structure, which is fairly standard, is given below. Lower case items are not
headings. Headings are in capital letters. Lettered items are not headings either, but are

nl
simply descriptive labels for subsections of the report. The Introduction, Background/
Theory, Methods, Results, and Discussion sections make up the main body of the
report.

O
Outline of Formal Report

Title page

ty
a. title

b. author’s name

c. course

si
d. date of experiment

Abstract
er
A summary of:

a. objectives
v
b. experimental methods
ni

c. numerical results and other results

d. conclusion
U

Table of Contents
a. headings (including appendices)
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b. page numbers

Short or long reports: This categorization is completely absurd. It is evident that

a one-page memorandum can be considered short, while a twenty-page report is
undoubtedly long. However, the question remains: where should the boundary be
m

drawn? It should be noted that as the length of a report increases (or as per your own
determination of what constitutes a long report), it tends to possess more features of
structured reports.
)A

Informational or analytical reports serve the purpose of conveying reliable

information within an organization. Examples of informational reports include annual
reports, monthly financial reports, and staff absenteeism reports. On the other hand,
analytical reports, such as scientific studies, feasibility reports, and real estate
assessments, aim to address problems and find solutions.
(c

Proposal reports differ from informational and analytical reports as their main
focus is on problem-solving. They are essentially documents designed to outline how

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 64 Professional Communication

one organization can meet the needs of another. In many instances, government
Notes

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departments announce their requirements through “Proposal requests” or RFPs, and
potential suppliers respond with proposal reports detailing how they can fulfill those
needs.

in
Reports can also be classified based on their circulation within an organization.
Vertical reports move either up or down the hierarchy and play a crucial role in

nl
management control. On the other hand, lateral reports facilitate coordination
between divisions or departments at the same level, like the development and finance
departments.

O
Another classification of reports is based on their audience. Internal reports
circulate within the organization, while external reports, such as company annual
reports, are meant for distribution outside the organization. Reports can further
be categorized based on their periodicity. Daily reports are regularly published at

ty
predetermined times and mainly serve for managerial oversight. To ensure consistency,
pre-printed forms and computer-generated data are often used for periodic reports.

Functional reports cover various types, such as accounting, marketing, and

si
financial reports, named according to their intended usage. It’s common for a single
report to fall into multiple classifications. Functional reports can be presented in different
formats:
er
™™ Pre-Printed Form: This format is used for daily and some periodic reports,
where relevant details are filled in on a blank form, usually comprising
numerical information. These reports are formal and typically concise, often
v
not exceeding five pages.
ni

™™ Letter: Letter reports are employed when sharing information beyond the
organization. They resemble standard letters but may include statistics,
charts, headings, and footnotes. These reports are usually short and more
informal, using personal pronouns.
U

™™ Memo: Memos are short and informal reports circulated within a company.
They follow a standard format, including sections like ‘Date,’ ‘To,’ ‘From,’ and
‘Subject.’ Memos often incorporate visual aids or internal headings.
ity

™™ Manuscripts: Manuscripts are usually lengthy and formal reports, though

they can occasionally be concise. Some manuscripts may span hundreds of
pages, and they generally require more supplementary information before and
after the main text.
m

4.1.2 Significance of Reports

Report writing is an invaluable tool for creating accurate documentation records.
)A

Reports enable us to easily identify and understand our tasks. In educational institutions
like schools and colleges, reports play a crucial role in determining the number of
students who have enrolled in a particular year. Moreover, report writing aids managers
in industries, businesses, and organizations by facilitating quick decision-making and
effective planning. The significance of report writing extends to internal communication
(c

within a company, enabling employees to discuss business issues and provide

investors with detailed accounts of daily operations.

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 Professional Communication 65
A well-executed report should adhere to proper communication and formatting
Notes

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standards. It encompasses both formal and informal reports, each serving various
purposes. Reports offer multiple benefits, including the preservation of project or
incident history and the provision of comprehensive details. It is essential to provide a

in
historical context and an overview of overall decisions.

Writing reports assists in problem-solving and keeping up with developments and

nl
future plans, such as technological advancements or government policies. Various
types of report writing exist, including research paper preparation. While writing a report
for a research paper may seem challenging, there are numerous online academic
report writing services available to provide assistance. The importance of writing a

O
research paper report is highlighted below.

●● Decision-making facilitator: In the modern business landscape, large companies

require a wealth of information, and the primary means of acquiring it is through

ty
reporting. Reports serve as essential tools for making informed decisions in the
business realm, providing concise, up-to-date, and valuable information in written
form.

si
●● Analytics: Reports hold significant relevance as they enable committees
to investigate any issues that arise and determine their causes. These
reports comprehensively outline the entire situation, including findings and
recommendations, if applicable.
er
●● Evaluation: Managing a large-scale business involves overseeing a multitude
of activities, making it challenging for management to monitor every aspect of
v
operations. To address this, management adopts a straightforward approach by
writing reports to document the actions of each department.
ni

●● Quick source of information: Marketing managers often require prompt access

to specific details for making timely decisions. However, senior managers may
be occupied with various responsibilities, making it necessary to rely on reliable
U

written sources, such as reports, to obtain the required information.

●● Skill development: Engaging in report writing nurtures skills in analysis, decision-
making, and communication. These skills, in turn, serve as tools for personal
ity

advancement.
●● Presentation of facts: Facts need to be presented in an easily accessible manner,
which is why reports play a crucial role in verifying and discussing various aspects
of reality through analysis and interpretation.
m

●● Professional and technical growth: Report writing holds immense significance in

the success and development of professionals. For instance, within a company,
when considering someone for a promotion, it is essential to submit a report
)A

detailing their job responsibilities, performance, job satisfaction, and the quality of
their work. This comprehensive report serves as a basis for evaluating whether the
individual meets the necessary criteria for promotion.
●● Oversight and control: Regardless of whether tasks are completed on schedule or
not, report writing serves as a primary means of monitoring these activities.
(c

●● Streamlined tool: Reports offer managers a convenient approach to planning,

motivating, regulating, and handling various activities. The process of report

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 66 Professional Communication

preparation plays a critical role in assisting managers by providing them with a

Notes

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valuable source of information.
●● Managing challenging situations: Large-scale enterprises often encounter labor

in
shortages due to complex circumstances. In such cases, managers create reports
as a means of addressing and managing these situations effectively.

nl
4.1.3 Report Planning
The most time-consuming part of report writing is the preparation stage. If the
preparation is not done thoroughly, it can result in wasted time and the risk of creating a

O
project that fails to achieve its objectives. To ensure effective preparation of your study,
the following steps provide a recommended set of guidelines:

™™ Identify and explain the issue and purpose of the report.

ty
™™ Define the target audience or group for the report.
™™ Determine which ideas and information are relevant and should be included.
™™ Gather all necessary and appropriate data.

si
™™ Process and analyze the collected information.
™™ Organize and structure the knowledge and data obtained.
er
™™ Plan and create an outline for the report.

4.1.4 Process of Report Writing

●● Determine the nature of the report: The nature of the report pertains to whether it
v
is categorized as statutory or non-statutory. The form of the report is contingent
upon its type.
ni

●● Establish the purpose of the report: The purpose can only be determined once the
nature and type of the report are known. The remaining stages of the report are
U

based on its purpose.

●● Decide on the content of the report: Typically, every report includes the following
elements: Heading, Address, Table of Contents, Terms of Reference, Report Body,
Recommendations, References, Appendices, and Signature.
ity

●● Provide a suitable title for the report: This is referred to as the heading. The title
should be concise, straightforward, meaningful, and engaging. Moreover, the title
itself should convey the intent and content of the report. The contents of the report
are listed page-wise, indicating the number of pages dedicated to each subject or
m

detail.
●● Brief introduction: A concise introduction should explain the need for writing the
report and the factors that prompted its preparation. If the report aims to address
)A

a problem, a brief explanation of the problem can be included in the introduction.

●● Main body of the report: The main body of the report presents comprehensive
factual information. Additionally, it should provide accurate and concise
explanations based on the available information. Tables, graphs, and diagrams
(c

can be employed for effective presentation. Data analysis is conducted within the
main body of the report. Based on the analysis and available information, relevant

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 Professional Communication 67
and realistic recommendations are provided to assist management in making
Notes

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informed decisions.
●● Report summary: A summary and conclusions are presented at the end of

in
the report. It is customary to include a list of references and a bibliography that
indicate the sources used by the writer. Appendices can include graphs, figures,
sample types, and similar materials.

nl
●● Conclusion of the report: At the end of the report, the author must sign it if they
were assigned to write it. In the case of a committee tasked with writing the report,
the chairperson and all committee members should sign it. It is advisable to

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include the date of the study.
●● Data collection: Data can be categorized into primary and secondary forms.
Primary data is gathered through inquiries, observations, interviews, or surveys.
Secondary data is collected from various company documents or, in some cases,

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from external sources. Certain books may also be used to collect secondary data.
●● Data analysis: This involves classifying, tabulating, editing, and analyzing the
collected data. Proper structuring of the data greatly aids in effective data analysis.

si
A rational interpretation of the data provides valuable information for management,
and the conclusions are based on the data analysis.er
●● Report format: The format of a report refers to its structure, ensuring that data and
information are organized in a coherent manner. If the report is in letter form, it
includes a salutation and a complimentary closing. In the case of a memorandum,
greetings and a complimentary close may be omitted.
v
●● First draft writing: Drafting a report is a skill that develops through trial and error.
One cannot accurately predict the expectations of others or gauge the desired
ni

outcome. This is because individuals have different preferences and styles of

coverage. Therefore, distributing the workload among a few members ensures
equitable coverage and planned circumvention.
U

●● Report writing: Receiving the initial draft back from readers and considering their
critical feedback for revising the report. Constructive criticism may address the
inclusion of irrelevant data or the absence of pertinent information. These issues
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should be addressed accurately, leading to a systematic approach for finalizing the

report.
●● Presentation of the report: Depending on the required number of copies, a report
may be handwritten, photocopied, typed, or printed. The preparation of the report
m

adheres to standard norms, with sufficient left-hand space and margins.

4.15 Visual Aids in Reports

)A

Visual aids are tangible objects that complement spoken content, such as
graphs, photographs, video clips, and other visual elements. These aids serve various
purposes, including summarizing information, highlighting key details, and minimizing
the need for excessive verbal explanations. By incorporating visual aids, you can
enhance the clarity of examples and make your presentation more impactful. For
(c

instance, if your topic is the health consequences of smoking, displaying photographs

illustrating the effects on the body would be more effective than mere verbal

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 68 Professional Communication

descriptions. It is important to determine the desired emotional impact in advance,

Notes

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whether it is intended to evoke sadness, happiness, anger, or other emotions. Utilizing
visual aids can also help you better comprehend your own presentation, convey a
memorable point, bolster your credibility, engage the audience, and facilitate their

in
understanding of complex concepts.

Preparing and Using the Visual Aids

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If you have made the decision to utilize a visual aid, it is crucial to ensure that
the audience can quickly grasp the image—it should be readily apparent. Visual aids
should be employed selectively in your speech, focusing on significant points, as

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constantly switching between images can be tiresome for the audience.

●● Consider how a visual aid can enhance your message and engage the audience
effectively.

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●● Ensure that the visual aid aligns with your intended message to avoid confusing
the viewers.
●● Avoid overcrowding the picture as it may result in a blurry and chaotic appearance.

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●● Visual aids should be simple, concise, and of high quality.
●● Maintain consistency in style, including the use of the same font, colors, and
positioning.
er
●● Utilize graphs and charts to present data.
●● Simultaneously, make sure the audience can easily read and listen, employing
v
visual aids to illustrate your points.
ni

●● Using visual aids in moderation-these are add-ons designed to highlight and

reinforce the key points.
●● Ensure that in the event of technical difficulties, the presentation still operates
U

without visual aids.

●● Practice using visual aids in advance and receive input from friends and colleagues.
Ask them if they can see the visual aid clearly, and how they perceive it.
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Visual Aids
Utilizing visual aids like diagrams, charts, statistics, and examples can enhance
the quality of written reports. These visuals should be placed within the text in a way
that logically corresponds to the subject matter and is appropriately referenced. When
m

presenting research results, they should be placed as close to their initial reference in
the text as possible.
)A

The report should focus on presenting conclusions and generalizations derived

from the broader research rather than delving into specific findings. Tables and
diagrams should be self-explanatory and easily understandable even without the
accompanying text. For particularly large or extensive visual aids, they can be included
in the appendices rather than in the main body of the report.
(c

The use of tables: Tables are especially ideal for divulging numerical information.
The definition (or heading) above a table is represented as a list, followed by the table

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 Professional Communication 69
number relative to (or the first reference to) its location in the text. This name is referred
Notes

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to thereafter (for example, Table 3). When a table is borrowed from another source, it is
important to quote the source along with the table description/heading.

in
A table should fit on a single column, but if it extends to a second page, special
note should be made both below the table and at the top of the next page. Columns and
rows are specifically labelled using full terms.

nl
●● The use of figures
Data are shown in a table. All visual representations of details are graphs, except

O
for tables. A calculation has the function of supplementing the text or reducing the
volume of it, rather than merely reiterating ideas conveyed in the text. By its definition,
a figure is more revealing than a table; thus, it is sufficient to place a summary below
the figure. A figure’s definition is expressed as Figure, accompanied by the figure’s

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number relative to its location (or first reference to it) in the text. Checking for copyrights
is important when using borrowed figures and pictures, for instance, photographs.

●● Data samples

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Qualitative study results are demonstrated with data samples in the form of, e.g.
answers to interview questions from the participants. Data sets are chosen with the
purpose of presenting objective, impartial knowledge on both the generalities of various
er
phenomena and the exceptions. The indenting rules refer to blocks of quotes and
verbatim answers, forming the text.
v
Summary
●● Begin by familiarizing yourself with the topic. Typically, you will receive a concise
ni

outline detailing the subject matter and the purpose of the report you are tasked
with preparing.
●● Always keep your assignment brief at the forefront of your mind.
U

●● Start with an executive summary.

●● Proceed with an introduction.
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●● Present the main body of your report.

●● Conclude with recommendations and conclusions.

Every report should include the following sections:

m

™™ Title page.
™™ Table of contents.
™™ Executive summary.
)A

™™ Introduction.
™™ Discussion.
™™ Conclusion.
™™ Recommendations.
(c

™™ References.
™™ Appendices.

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 70 Professional Communication

Glossary
Notes

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●● Report: A structured document designed for a specific audience and purpose,
presenting information in an organized manner.

in
●● Analytical: Pertaining to the use of logical reasoning and analysis.
●● Vertical: Involving different levels or stages within a hierarchy or process.

nl
●● Periodic: Occurring or appearing at regular intervals.
●● Memo: A concise written message within an organization, usually from one person
or department to another.

O
●● Manuscript: A handwritten document, book, or piece of music, as opposed to one
that is typed or printed.
●● Evaluation: The act of making judgments or assessments about the quantity,

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number, or value of something.
●● Visual aids: Objects or materials like films, slides, or models designed to
complement written or spoken information for easier understanding.

si
Check your Understanding
1. Which of the subsequent options represents the conclusions outlined within a report?
er
a. Impression
b. Institution
v
c. Belief
d. Investigation
ni

2. How many fundamental parts constitute a formal report?

a. Three
U

b. Four
c. Five
d. Six
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3. Which of the following is not a supplementary component of a formal report?

a. Glossary
b. Table of contents
m

c. References
d. Appendix
)A

4. Formal report needs to be written by:

a. A casual observer
b. Anyone interested
c. Qualified and authorized individuals
(c

d. Someone with spare time

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 Professional Communication 71
5. In how many ways can a report present information?
Notes

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a. Two Ways
b. Four Ways

in
c. Three Ways
d. Five Ways

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6. What is the largest section of the report called in technical writing?
a. Conclusion

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b. Discussion
c. Heading
d. Footing

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7. What is the appropriate page count for an extensive report?
a. One to five pages

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b. Three to five pages
c. Four to five pages
d. Seven to eight pages
er
8. What is the last stage in the creation of a successful writing encompassed by?
a. Rectifying errors
v
b. Assessing the writing
c. Improving the tone
ni

d. Reviewing comprehensively
9. Which is the smallest section included in the report in technical writing?
U

a. Introduction
b. Discussion
c. Heading
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d. Sub-topics
10. What is the preferred technique for itemization in writing instructions?
a. Numbering
m

b. Bullets
c. Icons
)A

d. Images
11. What is the primary purpose of a report in a professional context?
a. To entertain the reader
b. To persuade the reader
(c

c. To inform the reader

d. To criticize the reader
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 72 Professional Communication

12. Which section of a report typically provides a brief overview of the key points and
Notes

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findings?
a. Introduction

in
b. Conclusion
c. Recommendations

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d. Executive Summary
13. A memo is a type of communication commonly used for:
a. External business communication

O
b Formal academic research
c. Internal business communication

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d. Personal diary entries
14. Which element is typically included in the header of a memo?
a. Contact information of external clients

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b. Recipient’s mailing address
c. Date and subject of the memo
d. Inspirational quotes
er
15. In the context of writing, what does the term “manuscript” refer to?
a. A published book available for purchase
v
b .An author’s original, unpublished work
ni

c. A newspaper article
d. A collection of poetry
U

16. What is the purpose of submitting a manuscript to a publisher?

a. To receive editorial feedback
b. To advertise a product
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c. To request a job interview

d. To promote an event
17. What is the first step in the process of writing a report?
m

a. Proofreading and editing

b. Brainstorming and outlining
c. Adding visuals and graphics
)A

d. Distributing the report

18. During which phase of report writing should you focus on organising your findings
and structuring your content logically?
(c

a. Pre-writing
b. Drafting

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 Professional Communication 73
c. Revising
Notes

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d. Publishing
19. Which of the following is NOT a type of visual aid commonly used in reports?

in
a. Tables and charts
b. Bullet points

nl
c. Infographics
d. Graph paper

O
20. Visual aids in a report are used to:
a. Replace written content entirely
b. Enhance and clarify information

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c. Make the report longer
d. Provide personal anecdotes

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Exercise
1. Define the term “report” and explain its significance in a professional setting.
er
2. What are the different types of reports commonly used in business organizations?
Provide examples for each type.

Learning Activity
v
1. In a rapidly evolving business environment, how can reports adapt to effectively
communicate complex information and insights? Are there any emerging trends or
ni

techniques that are being adopted in the industry?

2. How do visual aids enhance the effectiveness of reports? Can you provide examples
of different types of visual aids commonly used and their specific benefits?
U

Check Your Understanding (Answers)

1. d
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2. c
3. d
4. c
m

5. c
6. b
7. d
)A

8. b
9. d
10. a
(c

11. c
12. d

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 74 Professional Communication

13. c
Notes

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14. c
15. b

in
16. a
17. b

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18. b
19. b

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20. b

Further Readings and Bibliography

1. Management, Stoner, Freemand & Gilbert

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2. Principles & Practices of Management, L.M. Prasad / C.B. Gupta
3. Management Today, Burton & Thakur

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v er
ni
U
ity
m
)A
(c

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Module - V: Job Readiness Skill

Notes

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Learning Objectives:

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At the end of this topic, you will be able to:

nl
●● Recognize different instruments used in employment communication.
●● Illustrate the process of composing a resume and cover letter. Engage in a group
discussion and

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●● Make sound deductions.
●● Get ready for an interview.
●● Excel in various types of interviews.

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Introduction
Employment interaction refers to the viable approach through which a job seeker

si
convinces an employer to hire them by demonstrating that their experience, abilities,
and skills align with the job requirements in the most suitable manner. Job seeking is
not merely an isolated event; rather, it is a continuous process.
er
Effective communication holds significant importance for businesses, as it
enables organizations to remain competitive and operate efficiently. When employees
can communicate effectively throughout the organizational hierarchy, they tend to
v
experience improved morale, efficiency, and engagement.
ni

To ensure successful communication in both professional and personal contexts,

the following five skills are crucial:

™™ Active listening, which is a fundamental aspect of effective communication.

U

™™ Articulating thoughts and ideas clearly.

™™ Non-verbal communication skills.
™™ Skillfully managing conflicts.
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™™ Exercising emotional control.

5.1 Employment Communication

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5.1.1 Cover Letter

A cover letter, also known as a letter of motivation or letter of encouragement, is an
introductory letter that accompanies or follows another document, such as a summary
)A

or curriculum vitae. It is commonly submitted by job seekers along with their resumes
or job applications to introduce themselves to potential employers and showcase
their suitability for the desired positions. Employers often consider well-crafted and
personalized cover letters as a way to assess candidates’ interest in the role and their
fundamental skills.
(c

Cover letters can generally be classified into two categories:

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™™ Requesting a specific, advertised job opening (“letter of request”).

Notes

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™™ Inquiring about potential job vacancies when the job seeker is uncertain
(“inquiry letter”).

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A well-written cover letter, based on studies, should:

™™ Be concise and focused.

nl
™™ Demonstrate proper punctuation, grammar, and spelling without any errors or
typos.
™™ Utilize bullet points or timelines to highlight relevant experiences.

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™™ Establish a connection between the applicant’s qualifications and the specific
job requirements.
™™ Include quantifiable achievements to support claims.
Students are often required to submit a cover letter when applying for internships,

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which should include academic and extracurricular experiences. In this case, the cover
letter should follow a standard business letter format for internships.

si
Cover letters can also serve as marketing tools for job seekers, highlighting their
strengths and attracting the attention of prospective employers. They are used in
various contexts, such as loan applications (mortgage loans), contract proposals, and
project reports.
er
In summary, cover letters aim to capture the reader’s attention, persuade them, or
simply provide an overview and description of the accompanying documents, along with
potential future actions related to those documents.
v
ni
U
ity

Dear Ms. Johnson,

m

As a highly skilled project manager with 11 years of experience, I am writing to

express my interest in the project manager position at your company. My experience
aligns well, as I have worked in project management for several years with a prominent
retailer, and I know I would make a valuable addition to your team.
)A

After working for over a decade in project management. I have advanced

knowledge in developing scopes, keeping projects moving, submitting deliverable on
time, and ensuring a seamless experience for all parties involved. Moreover, while my
previous position afforded me a well rounded skills et, including excellent relationship
(c

building and time management skills. I excel at:

™™ Outlining project scopes, managing time lines, and deadlines.

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 Professional Communication 77
™™ Tracking and reporting on overall progress.
Notes

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™™ Managing daily operations and implementation of new programs.
™™ Forecasting project revenue and ensuring all goals are met.

in
In addition to my experience and relationship building experience, I have a solid
educational foundation and a passion for furthering projects that build loyalty and, in
turn, grow revenue for your organization. I would much appreciate the opportunity to

nl
contribute to your ongoing growth and continued success.

Please review my attached application for additional details regarding my expertise

and achievements. Do not hesitate to reach out if you have any questions or need

O
further clarification on my experience. I would love to meet with you and discuss this
position in detail.

Thank you for your consideration;.

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Sincerely,

John Doe

si
To create a professional cover letter for a job application, include the
following details in the header:
er
™™ Your name
™™ Contact numbers (telephone and email)
v
™™ Year and date of writing
™™ Name and professional title of the hiring manager
ni

™™ Name and business address of the company you are applying to.

Career experts offer advice on crafting a standout cover letter:

U

™™ Address the letter to a specific individual.

™™ Clearly state the purpose of your message.
™™ Avoid duplicating your entire resume content.
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™™ Use appropriate terminology and avoid excessive use of the pronoun “I.”
™™ Express appreciation and gratitude to the reader for their interest.
™™ Ensure clarity in formatting.
m

To create an exceptional cover letter, keep in mind the following essential

tips:
™™ Ensure readability and align it with your CV.
)A

™™ Keep the letter concise and limit it to a single page.

™™ Customize each cover letter for different job applications.
™™ Avoid using outdated phrases like “To Whom It May Concern” and similar
alternatives.
(c

™™ Refrain from starting the letter with “I am writing to apply for [name of
position].”

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Types of Cover Letter

Notes

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Three main categories of cover letters exist: submission cover letters, prospecting
cover letters, and networking cover letters. Additionally, brief introductory emails

in
(referred to as “Non-Cover Letter Cover Letters”) are also considered cover letters
when submitted with your resume.

It is worth noting that a skillfully crafted cover letter empowers you to shape your

nl
story in a manner that allows employers to accurately assess your qualifications as they
review your CV.

O
Purpose of Cover Letter

When composing your cover letter, it is crucial to express how your unique
personality, aspirations, motivations, skills, abilities, and past experiences make
you well-suited for the role. Seize this chance to showcase to the employer why you

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deserve serious consideration as a highly qualified candidate for the position.

DO’S and DON’TS of Cover Letter

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Things that should be included in a cover letter/ Do’s

●● When crafting your cover letter, it is essential to strike a balance between

er
providing sufficient detail and avoiding excessive information.

●● Your cover letter should be concise, descriptive, and focused on showcasing

qualifications relevant to the position you are applying for.
v
●● It is crucial to omit irrelevant personal details or any information that does not
directly relate to the job.
ni

Things that should not be included in a cover letter/ don’ts

Ensure that your cover letter does not create a negative impression of your
U

suitability for the role and avoid including unnecessary elements that might distract the
recruiter from your most compelling qualifications. Here are some important points that
should not be included in your cover letter:
ity

1. Grammar or spelling errors: Your cover letter reflects your writing skills and attention
to detail, so proofreading is vital.

2. Incorrect company name or contact person: Double-check the details to avoid

making a poor impression.
m

3. False information: Always be truthful as dishonesty can lead to severe consequences.

4. Lengthy paragraphs: Keep your cover letter concise with clear and focused content.
)A

5. Salary expectations: Unless requested, avoid mentioning salary expectations, and

prioritize your interest in the job.

6. Negative comments about current or past employers: Maintain a positive and

constructive tone in your cover letter.
(c

7. Irrelevant details: Only include information directly related to the position you are
applying for.

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 Professional Communication 79
8. Personal reasons for wanting the job: Focus on professional qualifications and
Notes

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achievements, not personal motives.
9. What you should and should not want: Save negotiation discussions for later stages

in
of the hiring process.
10. Skills you lack: Highlight your strengths rather than drawing attention to your
weaknesses.

nl
11. Apologetic explanations for past work experiences: Avoid unnecessary attention to
less positive aspects of your work history.

O
12. Overly modest or excessively flattering language: Present your achievements
matter-of-factly without sounding self-absorbed.
13. Expressing excessive job interest: Maintain a professional tone without appearing
overly eager or desperate.

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In your cover letter, focus on showcasing how your personality, aspirations,
motivations, talents, proficiencies, and past experiences equip you for success in the
role. Tailor your cover letter to match the specific job requirements and convey why

si
you are a strong candidate for consideration. Remember that the primary goal of your
cover letter is to secure a job interview. Carefully align your qualifications with the
job requirements and create a compelling cover letter that quickly demonstrates your
er
suitability for the position. Conclude your cover letter with a polite and professional
closing, expressing gratitude for the reader’s time and consideration. Avoid overly
familiar phrases and opt for a formal closing greeting.
v
5.1.2 Resume
ni

A resume serves as a written compilation presenting your educational background,

professional journey, qualifications, and notable achievements. When applying for
technical positions, it is customary for candidates to submit a resume and a cover
U

letter. Essentially, a resume or curriculum vitae (CV) is a document individuals create

and utilize to showcase their personal history, skills, and accomplishments. Although
summaries can serve various purposes, their primary function is often to secure new
employment opportunities.
ity

A typical resume encompasses a detailed account of relevant work experience

and educational background. It is important to note that a CV is frequently the initial
document reviewed by hiring managers, making it a crucial factor in forming their first
impression of an applicant.
m
)A
(c

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Notes

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in
nl
O
ty
si
v er
ni
U
ity

How to write a CV-step by step

™™ Select the design and layout of the resume.

m

™™ Use the format that is right for resume.

™™ Add your contact and personal details.
)A

™™ Start with a Heading Declaration (Summary Resume or Objective Resume)

™™ List your history of work and main accomplishments.
™™ List Your Education Right.
™™ Place Skills Relevant that suits the work
(c

™™ Mention your contact information and personal data.

™™ Using a brief resume or goal.

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 Professional Communication 81
™™ List your work experience and achievements.
Notes

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™™ Mention your skills top soft and heavy.

How to build a CV for your first job

in
™™ Choose the correct style to write your resume.
™™ Create a segment on practical schooling.

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™™ Based on your experience in this regard.
™™ Mention your key skills on the resume.
™™ Include additional parts which will increase the chances.

O
™™ Compose a strong paragraph for introductions.

There are three main formats for the resume:

ty
™™ Chronological
™™ Functional
™™ Combination

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To seasoned job seekers, the chronological resume format is best. This style
focuses on the context of your work, so you can use the majority of the page to review
your past duties and achievements. You may also list unique career achievements that
you have reached over the years.
er
Here’s a short rundown of the most important soft skills that you can have in your
CV.
v
™™ Problem Solving.
ni

™™ Effective Reflection.
™™ Flexible.
™™ Correspondence.
U

™™ Teambuilding.
™™ Management.
™™ Creature.
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™™ The Knowledge in Emotions.

A resume should usually contain the following parts

™™ Header: Which include your name, age, phone number and email address.
m

™™ Skilled goal (optional): This is a word or sentence that underlines your goals
and accomplishments.
™™ A list of qualifications (optional)
)A

™™ Apprenticeship/Education
™™ Experience/ Expertise
™™ Benchmarks/References
(c

Key Phrases in a Resume

Summarise keywords and phrases in a candidate are specific skills, abilities,

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experience and characteristics that recruiters and hiring managers are searching for.
Notes

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Keywords are job-related nouns which define your hard and soft skills and job-related
qualifications.

in
Seven Ideas to Strengthen Your Resume
●● Building on your background: You know that to get a job, you have to have the
experience, and to get experience, you have to have a career.

nl
●● Place the main info first.
●● Keep it straightforward, and keep it easy

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●● Customise your cv.
●● Document results, not skills.
●● Keep it true.

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●● Proofreading.

5.1.3 Participating in Group Discussion

si
Group discussion (GD) is a technique or you might call it an interview procedure or
group practice in a plain language. This is seen, in a comparative perspective, as one of
er
the main methods to pick prospective applicants. GD may be used by an interviewer at
an organisation, college, or even at various managerial competitions.

A GD is a tool that an entity uses to determine whether the applicant has such
v
personality characteristics and/or competencies that it needs in its members. In this
approach, a subject or a situation is presented to the group of candidates, presented a
ni

few minutes to think about the same and then asked for 15-20 minutes to discuss the
topic among themselves. Freshersworld.com is giving you an elaborate section for GD,
as you’ve ever seen elsewhere. It is a very useful method for assessing the ability of the
U

applicant and their skills.

GD evaluation is carried out on the basis of the discussions by the relevant

experts. By the conclusion of the debate, a report will be based on an interpretation of
the evidence.
ity

Several of the personality characteristics that the GD attempts to gage may

include:

™™ Communications skills
m

™™ Interpersonal Competencies
™™ Management Competencies
™™ Motivational Competencies
)A

™™ Skill-building squad
™™ Analytical / Logical Expertise
™™ Health to justify
™™ Similar Thinking
(c

™™ Impulsion
™™ Competence
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 Professional Communication 83
™™ Versatile
Notes

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™™ Its creativity
™™ Should sit on one’s feet

in
™™ Why GDs are generally implemented
After checking your technical and analytical skills in an assessment, the reason
why institutes put you through a group discussion and an interview is to get to know you

nl
as an individual and gauge how well you can fit into their institute. GD assesses how
you can be part of a squad.

They will still be involved with teams as a manager or as a leader of an

O
organisation. And how you work in a team is an essential selection criterion. Managers
have to work as a team and by teamwork get the best results. This is why management
institutes use GD as an integral part of the selection process.

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Outlook for Company/ company’s Perspective
Following the written exam, companies conduct community discussions to further

si
assess the following aspects of your abilities:

1. Social Skills: The ability to effectively interact with others.

2. Open-mindedness: Willingness to consider challenging and questioning your
own perspectives.
er
3. Active Participation: Demonstrating strong communication skills as an
engaged speaker and showing focus during the discussion.
v
4. Contribution: Evaluating how well you can add value to the target community
ni

and your own input in the conversation.

Elements of a group debate include:

U

1. Verbal communication
2. Non-verbal communication
3. Clarifying requirements
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4. Decision-making ability
5. Collaboration

Effective strategies for engaging in group discussions:

m

1. Come prepared and well-informed.

2. Arrive a few minutes early to the meeting.
)A

3. Speak confidently and clearly.

4. Use an appropriate tone while speaking.
5. Listen attentively to others’ viewpoints and respond respectfully.
6. Even if someone else presents your idea first, add your input to the
(c

discussion.
Tips for successful participation in a job selection discussion group:

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 84 Professional Communication

Although conducting personal interviews may be the most suitable method for
Notes

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assessing a candidate’s qualifications, group discussions hold their own significance.
By following these guidelines, you can enhance the effectiveness of your group
discussion outcomes.

in
●● The supervisor requires a leader who possesses both natural leadership qualities
and rational thinking abilities. Leadership is about enabling each team member to

nl
realize their full potential in problem-solving. Take charge and guide the team.
●● Observe the various personality styles within the group. Greet the participants
warmly and establish a mutually agreed-upon approach to ensure equal

O
participation from all members. For example, if there are seven participants
and a time limit of 20 minutes, you could propose that each person speaks for
two minutes in the first round, followed by an open discussion for cross opinions.
During the conversation, it is advisable not to interrupt the speaker, and members

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should take notes and express disagreement in their designated turn. Building
such an atmosphere of trust requires practice.
●● Maintain a calm temperament. Use respectful language to restate your position

si
when faced with unjust opposition.
●● When the discussion involves only two or three members, there may be private
mini-discussions, which can contribute valuable insights to the entire group.
er
●● Group discussions for job selection often occur spontaneously, with the topic
provided on the spot. In such cases, quickly prepare an extemporaneous speech
to fill the time allotted by the company. Practicing impromptu speaking helps in
v
group discussions.
ni

●● Be an attentive listener: refrain from speaking when another participant has the
floor and avoid engaging in distracting activities (e.g., fidgeting). Show support,
appreciation, nod in agreement, and actively engage as a listener in a meaningful
way.
U

●● Ensure that the group reaches a decision within the allocated time. Effective time
management aids in accomplishing the task promptly.
●● When someone with more experience presents an idea superior to yours, be open
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to following their lead. As American labor unions have noted, Lee Iacocca was
among the few adults who could change their minds. However, be cautious not to
concede ground unnecessarily, but instead maintain your position within the group.
●● If another candidate emerges as a potential leader, you can enhance your
m

chances of selection by displaying good cooperation and collaboration.

●● As you conclude the discussion, part ways with the group, leaving with a cheerful
smile. Bid the group farewell appropriately.
)A

5.1.4 Preparation for Interview

When preparing for a job interview, there are several essential steps you should
take to ensure you make a positive first impression and present yourself effectively:
(c

1. Select appropriate attire: Choose suitable clothing for the interview, making sure it is
clean, well-maintained, and matched with suitable accessories and footwear.

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2. Practice greeting the interviewer: Greet the interviewer with a warm smile and a firm
Notes

e
handshake to set a positive tone for the interview.
3. Familiarize yourself with your resume: Be prepared to discuss any job experiences

in
or skills mentioned on your CV, as the interviewer may ask for further details.
4. Rehearse common interview questions: Practice your responses to popular interview
questions such as “Tell me about yourself” and “Why do you think you’d be perfect

nl
for this job?” while ensuring your answers sound natural and genuine.
5. Research the company and job position: Study the organization and the specific role
you are applying for, prepare questions to ask during the interview, and demonstrate

O
your interest and preparation.
6. Identify the interview format: Determine the type of interview you will be facing,
whether it’s one-on-one, panel, or behavioral, and tailor your approach accordingly.

ty
7. Plan the interview logistics: Write down the interview details and arrive on time,
allowing for traffic forecasts. Avoid arriving too early, but have the interviewer’s
contact information in case of delays.

si
By following these tips, you can effectively prepare for a job interview and impress
the interviewer with your readiness and enthusiasm. Demonstrating that you have put
effort into preparation can make a positive impression and increase your chances of
success during the interview.
er
Interview
v
A structured meeting involving one or more individuals challenging, discussing, or
evaluating another individual is commonly known as a job interview. It is a forum where
ni

a writer or interviewer asks questions to gather information for a newspaper article,

television broadcast, and similar purposes.

Purpose of an Interview: The purpose of an interview serves two main objectives.

U

Firstly, it aims to showcase to the employer the value you can bring to the company.
Secondly, it seeks to assess whether your skills and career goals align with the role.

Importance of an Interview: Interviews hold significant importance as they serve

ity

as a connection point between employers and job seekers. They enable employers
to choose the most suitable candidate for a job, while also providing job seekers an
opportunity to demonstrate their career skills and attain the desired recognition.

●● Interviews allow interviewees to express themselves and present their

m

qualifications.
●● Interviews yield higher response rates compared to questionnaires sent by mail,
enabling individuals who cannot read or write to participate.
)A

●● The interviewer also evaluates the respondent’s non-verbal behavior.

Types/Forms of Interviews:
●● Informational interview
(c

●● Phone interview
●● One-on-one interview

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 86 Professional Communication

●● Panel interview
Notes

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●● In-person interview
●● Competency-based/behavioral interview

in
●● Test/task-oriented interview
●● Stress interview

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Interviewing as a Skill: Interviewing is a distinct skill that goes beyond the
qualifications listed on your CV. It involves the ability to effectively communicate with the
interviewer and express your thoughts. Mastering this skill is crucial for securing a job

O
opportunity.

5.1.5 Appearing in an Interview

ty
An interview is the most important stage of the hiring process. It has been
observed that an interview is a tool for communication than a series of questions and
answers. When a salesperson meets a prospect, he makes every effort to convert
the prospect into a customer during the initial meeting. In the same way, I think the

si
job applicant will act like a salesman when he shows up for the interview. He wants
to develop his ability to sell himself to companies. A nominee must understand how to
market their skills.
er
But the majority of the time, the candidate shows up for the interview without
adequate preparation, which leaves a bad impression and leads to the rejection of his
application.
v
An interview is not a person you ought to be terrified of, but if you know the way to
ni

cope with it, it is going to help you. some factors to undergo in thoughts earlier than you
seem for the interview are: -

™™ Knowing the profile and obligations of work

U

™™ Business enterprise studies and its application

™™ Loosen up, smile and be courteous
™™ Hear the questions posed carefully and solution as absolutely as feasible
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™™ Render excellent feedback

™™ Examples show how that fits the process and the query
™™ Tell yourself why you are higher for the role you appear for than every body
™™ Give precise information about your qualifications and pursuits
m

™™ Interview with the interviewer (query questions but be polite)

™™ Thank the interviewer before leaving the cabin
)A

Summary
●● Job communications primarily involve written interactions between employers and
job seekers. A curriculum vitae, resume, or bio-data is a concise and accurate
summary of one’s education, training, previous responsibilities, and skills, typically
(c

submitted along with a job application.

●● Effective employee communication is not overly complicated, but it can have

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 Professional Communication 87
negative consequences if executed incorrectly. However, let’s maintain an
Notes

e
optimistic outlook and explore the benefits of good communication for employees:
●● Increased employee engagement: Regular interaction with employees fosters a

in
stronger connection between them and the company, leading to a more positive
attitude towards their job and the organization as a whole.
●● Consistency: When employees clearly understand their roles within the

nl
company, it promotes a more unified approach and reduces the likelihood of
misunderstandings or differing interpretations.
●● Feedback: Daily communication provides an opportunity for constructive dialogue,

O
allowing individuals to express their concerns, share feedback, and contribute
ideas. This fosters an environment of information exchange and collaboration.
●● Understanding organizational objectives: Effective communication helps

ty
employees align their professional aspirations with the organization’s goals,
enabling them to see how they fit into the broader picture.
●● Embracing change: Change is a constant, and employees’ ability to respond
positively to unexpected shifts is crucial. Efficient communication about changes

si
helps employees adapt and identifies leaders within the organization who are
adept at embracing and navigating change. er
Glossary
●● Cover Letter: Letter of introduction attached to resume.
●● Resume: Also known as Curriculum Vitae. It is a document created and used by a
v
person to present their background and accomplishments.
ni

●● Interview: A meeting of people face to face, especially for consultation.

●● Chronological: Following the order in which they occurred.
●● Combination: A becoming a member of or merging of different parts or features in
U

which the aspect factors are for my part wonderful.

●● Functional: Of or having a unique interest, cause, or challenge.
●● Teambuilding: The action or method of causing a group of people to work together
ity

efficiently as a crew, in particular by means of activities and activities designed to

increase motivation and sell cooperation.
●● Flexible: Capable of be easily changed to respond to altered situations.

Check Your Understanding

m

1. What is the primary purpose of a cover letter?

a. To list your job experience
)A

b. To introduce yourself and highlight your qualifications

c. To provide references
d. To negotiate salary
(c

2. What is the recommended length for a standard resume?

a. 1 page

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b. 2 pages
Notes

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c. 3 pages
d. No specific length

in
3. Which section of a resume should contain information about your work experience in
reverse chronological order?

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a. Skills
b. Education
c. Summary

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d. Experience
4. What should you focus on when tailoring your resume for a specific job?

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a. Including all your achievements
b. Using a generic template
c. Highlighting relevant skills and experiences

si
d. Omitting contact information
5. Which of the following is a key aspect of a well-formatted resume?
a.
er
Using a wide variety of fonts and colors
b. Including personal hobbies
c. Using bullet points and headings for clarity
v
d. Adding detailed paragraphs for each job role
ni

6. What’s the purpose of researching a company before an interview?

a. To memorize their website content
U

b. To ask unrelated questions during the interview

c. To demonstrate your interest and knowledge
d. To impress the interviewer with your memorization skills
ity

7. During an interview, when asked about your weaknesses, what’s the best approach?
a. Share a weakness unrelated to the job
b. Claim you have no weaknesses
m

c. Mention a genuine weakness and your efforts to improve

d. Politely decline to answer
8. What’s the recommended dress code for most interviews?
)A

a. Casual attire
b. Business casual attire
c. Formal attire
(c

d. Pajamas
9. What’s the importance of practicing common interview questions?

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 Professional Communication 89
a. To memorize scripted answers
Notes

e
b. To sound rehearsed and insincere
c. To boost your confidence and articulate your thoughts

in
d. To irritate the interviewer with repetition
10. Why is asking thoughtful questions at the end of an interview important?

nl
a. It’s not important, just a formality
b. To make the interview longer

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c. To show off your knowledge about the company
d. To show your interest and learn more about the company
11. What is the primary goal of a Group Discussion (GD)?

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a. To dominate the conversation
b. To eliminate other participants’ ideas

si
c. To showcase individual achievements
d. To collaborate and discuss a given topic
12. In a Group Discussion, what is a key attribute that assessors are looking for?
er
a. Respectful listening and effective communication
b. Ignoring the topic and speaking about unrelated matters
v
c. Interrupting others to share your opinion
d. Repeating the same points multiple times
ni

13. What’s an appropriate way to open a Group Discussion?

a. Remaining silent to assess others’ points first
U

b. Politely seeking permission to start or offering a structured introduction

c. Sharing your entire perspective without letting others speak
d. Criticizing other participants’ viewpoints immediately
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14. During a Group Discussion, how can you demonstrate leadership qualities?
a. By dominating the conversation and dismissing others’ opinions
b. By guiding the discussion, acknowledging others, and encouraging
m

collaboration
c. By speaking only about your achievements
d. By using complex vocabulary to showcase your intelligence
)A

15. What’s the purpose of preparing for a Group Discussion?

a. To memorize speeches and recite them
b. To overwhelm others with your knowledge
(c

c. To be able to listen actively and contribute meaningfully

d. To showcase your debating skills

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 90 Professional Communication

16. What is a “do” when it comes to creating a resume?

Notes

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a. Using a generic template for all job applications
b. Listing every task you’ve performed at previous jobs

in
c. Highlighting relevant skills and achievements
d. Using multiple font styles within the same resume

nl
17. Which is a “don’t” when crafting a resume?
a. Including a professional summary or objective
b. Providing accurate and updated contact information

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c. Using overly technical jargon
d. Tailoring the resume for the specific job you’re applying for

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18. What’s a recommended “do” for an effective CV?
a. Keeping it concise, typically around 10 pages
b. Including personal details like your marital status and hobbies

si
c. Using long paragraphs instead of bullet points
d. d) Highlighting your work experience in reverse chronological order
er
19. What’s a “don’t” when it comes to resume/CV design?
a. Adding a professional photo if relevant to the job
b. Using a clear and readable font
v
c. Incorporating bright colors and elaborate graphics
ni

d. Ensuring proper formatting and alignment

20. Which is a recommended “do” for proofreading your resume/CV?
a. Relying solely on spell-check software
U

b. Reading it aloud to catch errors and improve flow

c. Omitting contact details to maintain privacy
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d. Using a variety of font sizes for emphasis

Exercise
1. How can you effectively demonstrate your qualifications and experiences during an
interview?
m

2. How should you format and organize your resume to make it visually appealing?
3. How can you demonstrate your enthusiasm and interest in the position during an
)A

interview?

Learning Activity
1. What are some effective techniques for non-verbal communication during an
interview, such as maintaining eye contact and body language?
(c

2. How can you address and overcome nervousness or anxiety during an interview to
present yourself confidently?

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 Professional Communication 91
Check Your Understanding (Answers- MCQ)
Notes

e
1. b
2. a

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3. d
4. c

nl
5. c
6. c

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7. c
8. c
9. c

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10. d
11. d

si
12. a
13. b
14. b
er
15. c
16. c
v
17. c
18. d
ni

19. c
20. b
U

Further Readings and Bibliography

1. Basu, “ Business organization and management”, Tata McGraw Hill, New Delhi
ity

2. K.K.Sinha, Business Communication, Galgotia Publishing Company.

3. Rai, Urmila & S.M. Rai. Business Communication, Mumbai: Himalaya
Publishing House, 2002.
4. Raman Prakash, Business Communication, 2nd ed. Delhi OUP 2006
m

5. Rizvi, M.Ashraf. Effective Technical Communication. New Delhi: Tata McGraw

Hill, 2007.’
6. Sharma, R.C. & Krishna Mohan. Business Correspondence and Report
)A

Writing: A Practical Approach toBusiness & Technical Communication, New

Delhi: Tata McGraw Hill & Co. Ltd., 2002.
(c

Amity Directorate of Distance & Online Education