U23ENBC01 Communicative English - I L T P C CAM ESE TM

2 - 2 3 40 60 100

(Common to ALL Branches except CSBS)

UNIT- I Work stead Communication Periods:10

Communication:

The word ‘communication’ has its origin from the Latin word ‘communicare ‘which means to
impart to share or to participate. It is a process of sharing information, knowledge and
thoughts. ‘Communication’ cannot take place without the sender and the receiver.

Definition:

Communication is interchange of thoughts, opinions or information by speech, writings or

signs.- Robert Anderson.

Communication is the process of passing information and understands from one person to
another. It is essentially a bridge of meaning between people. By using their bridge a person
can safely cross the river of misunderstanding – Keith Davis.

Communication is any means by which thought is transferred from one person to another-
Chapel & Read.

Communication is the process involving the transmission and reception of symbols eliciting
meaning in the minds of the participants by making common their life experience – Baird Jr
E. John.

Communication is any behaviour that results in an exchange of meaning – American

Management Association.

Process:
Process of communication

Key components of the communication process

Here are seven essential components that make up the communication process:

Sender: The person who conceptualized the idea and wants it delivered to the recipient.

Encoding: The way the information is described or translated into a message.

Message: The idea, fact or opinion that the sender wants to communicate.

Communication channel: The method of delivering the message.

Receiver: The target audience of the message.

Decoding: The interpretation of the message.

Feedback: The response or action a receiver takes after decoding a message.

How does the communication process work?

The communication process works through a series of seven steps, they include:

1. The sender develops an idea to be sent

Communication begins with an idea. For you to construct a clear and actionable message, you
need to organize your thoughts. To understand the purpose of your message, answer these
three essential questions:

 Who do you want your message to reach?

 What information does the receiver need to know?
 What do you want the receiver to do with this information?

2. The sender encodes the message

Once the sender develops an idea, they need to present the message in a coherent structure. Ask
yourself the following questions to understand the receiver's communication style better:

 Is the receiver knowledgeable about the topic?

 Does the receiver prefer a general overview or detailed information?
 Do you need to provide any additional resources to aid their judgement?
 Can you think of any distractions, such as preconceived ideas, that could influence their
interpretation of the message?
3. The sender selects the channel of communication that will be use

Think about how you need to send your message. The communication channel you use
should organise your information in a way that enhances your point. Consider the four main
types of communication channels when making your decision:

Verbal: Face-to-face, telephone, video conferences, presentations and visual media

Non-verbal: Eye-contact, facial expressions, body language and dress code

Written: Emails, newsletters, press releases, text messages, social media posts, records,
proposals and other business documents

Visual: Graphs, charts and drawings

4. The message travels over the channel of communication

The sender should select an appropriate medium for the message. This will depend on your
relationship with the receiver, the purpose of your writing and the urgency of the message.

Technology has made it faster than ever to share important information. However, in the
business environment, formal written communication, such as contracts and legal documents,
continues to exist to safeguard the interests of an organisation and its employees.

5. The receiver receives the message

Next, the recipient receives the message. The receiver will process the message according to
the communication channel the sender uses. For example, the sender could deliver the message
by speaking to the receiver face-to-face. For more formal messages, the sender may present the
message during a board meeting instead.

6. The receiver decodes the message

The receiver then decodes the sender's message. In this stage, the receiver processes the
information, understands its context and analyses its implications. This is one of the most
crucial stages in the communication process. If the receiver can successfully decode the
message, this implies the effectiveness of the communication process. As a result, businesses
can continue their operations with little disruption.

7. The receiver provides feedback

Feedback is the most important step in the communication process. Ask yourself the following
questions to analyse and improve your future communication:

 Have you arranged a process for collecting feedback?

 Have you given the receiver an opportunity to ask questions?
 Can you pick up on non-verbal cues to understand how the message has been received?
 Could you have done anything differently to achieve a better result?

Channels of communication
The number of communication channels available to a manager has increased over the last 20
odd years. Video conferencing, mobile technology, electronic bulletin boards and fax machines
are some of the new possibilities. As organizations grow in size, managers cannot rely on face-
to-face communication alone to get their message across. A challenge the manager’s face today
is to determine what type of communication channel should they opt for in order to carryout
effective communication. In order to make a manager's task easier, the types of communication
channels are grouped into three main groups: formal, informal and unofficial.

Formal Communication Channels A formal communication channel transmits information

such as the goals, policies and procedures of an organization. Messages in this type of
communication channel follow a chain of command. This means information flows from a
manager to his subordinates and they in turn pass on the information to the next level of staff.
An example of a formal communication channel is a company's newsletter, which gives
employees as well as the clients a clear idea of a company's goals and vision. It also includes
the transfer of information with regard to memoranda, reports, directions, and scheduled
meetings in the chain of command. A business plan, customer satisfaction survey, annual
reports, employer's manual, review meetings are all formal communication channels.

Informal Communication Channels Within a formal working environment, there always

exists an informal communication network. The strict hierarchical web of communication
cannot function efficiently on its own and hence there exists a communication channel outside
of this web. While this type of communication channel may disrupt the chain of command, a
good manager needs to find the fine balance between the formal and informal communication
channel. An example of an informal communication channel is lunchtime at the organization's
cafeteria/canteen. Here, in a relaxed atmosphere, discussions among employees are
encouraged. Also managers walking around, adopting a hands-on approach to handling
employee queries is an example of an informal communication channel. Quality circles, team
work, different training programs are outside of the chain of command and so, fall under the
category of informal communication channels.

Unofficial Communication Channels Good managers will recognize the fact that sometimes
communication that takes place within an organization is interpersonal. While minutes of a
meeting may be a topic of discussion among employees, sports, politics and TV shows also
share the floor. The unofficial communication channel in an organization is the organization's
'grapevine.' It is through the grapevine that rumours circulate. Also those engaging in
'grapevine' discussions often form groups, which translate into friendships outside of the
organization. While the grapevine may have positive implications, more often than not
information circulating in the grapevine is exaggerated and may cause unnecessary alarm to
employees. A good manager should be privy to information circulating in this unofficial
communication channel and should take positive measures to prevent the flow of false
information. An example of an unofficial communication channel is social gatherings among
employees.

Every firm or organization has an organization pattern to carry its activities. The
efficiency of an organization depends on a regular flow of messages of all its kinds. It is
necessary for message to move through fixed channel. An organization has an external and
internal communication. Further external communication has subdivided in to outward and
inward communication.

Organizational Communication.

Internal External

Formal Informal
Outward Inward

Vertical, Horizontal Single, Gossip

Upward, Downward Cluster, Probability

1. External communication

a. Outward communication: All messages that go out from any organization to other business
house, banks and government offices, the press, customers and suppliers are outward
communication. They may be in the form of letters, telephone calls, telegrams, reports and
handouts.

b. Inward communication: When an organization receives messages from outside is called

inward communication. They may be in the form of letters, telephone calls, telex, reports,
journals and magazines. Necessary action should be taken for the received message and
messages have to be stored for future reference.

2. Internal communication: The communication within an organization among managers,

supervisors and workers. They are varied, complex and numerous. They have to move up and
down the ladder or chain of authority as well as sideways between persons at the same level of
authority. It may be of two types: (a) Formal (b) Informal

Formal communication: The main objective of formal communication is to make the

information to circulate properly in an orderly way. In an organization there will be large
number of individuals working and it is not possible to communicate with them individually.
So the management frames communication rules and the transmitting ways to ensure that the
required information flows smoothly, accurately and timely.
There are four formal methods of communication.

(a) Downward communication

(b) Upward communication

(c) Horizontal communication

(d) Diagonal communication

Downward or downstream communication

This flows down the organization hierarchy from a superior to a subordinate. It refers to
communication from the higher level in managerial hierarchy to the lower ones. This direction
of communication strengthens the authoritarian structure of the organization. The main
function of downward communication is to provide direction and control. . E.g. A
communication from the general manager of a company to the branch manager. Forms: Orders,
instructions, policy, statements, memoranda, circulars, job sheets and employees handbook
,annual confidential report, project, feedback, performance appraisals, official instructions,
notice ,announcements of company policies.

Upward or upstream communication

The communication which pushes the flow of information from lower level to upper level is
known as upward channel of communication. It refers to communication from subordinates to
superiors. The main purpose of upward communication is to provide feedback on several areas
of organizational functioning. . It promotes better working relationship within an organization.
It gives an opportunity for the subordinate to share their views and ideas with their superiors
E.g. a business report from the branch manager of a company to the managing director of the
company. Forms: Suggestion boxes, employee attitude surveys, grievance procedures, review,
reports, statistical analyses, Business proposals, exit interviews, grievance committees. It
involves the transfer of information, request and feedback from the subordinates to their
seniors.

Horizontal or lateral communication

It takes place between persons working at the same level interacting with each other and those
working under the same executive. It promotes team work and group coordination. E.g.
Functional managers operating at the same level in different departments, through their
communication. Forms: Informal discussions, teleconferencing, Management gossip, video
conferencing, Telephone calls, routine message.

Diagonal or crosswise communication

It takes place when people working at the same level interact with those working at a higher or
lower level of organizational hierarchy. It flows in all directions. It promotes equality in the
corporate sector.eg. The production manager may communicate directly with sales officer in
the marketing department.
Informal or grapevine communication

The grapevine often called the ‘rumour mill’ is the best known informal communication
system. Every organization has an informal communication channel a grapevine that
supplements official channels. When people talk casually during coffee breaks and lunch hours,
the focus usually shifts from topic to topic, their families, restaurants, movies and other people
in the company. Although some of these conversations related to personal matters, business is
also discussed. In fact 80% that is discussed in the grapevine relates to business. Also
employees rely on the grapevine as their main source of information.

Different patterns of the grapevine communication

1.Single strand chain: This involves the passing of information through a long line of persons
till it reaches the ultimate recipient e.g. A tells B, B tells C, C tells D and so on till the
information reaches most of the persons concerned.

2. Gossip strand chain: In this chain, one person seeks out and tells everyone the information
he or she obtained. Most of the informal communication follows this chain. E.g., A calls B, C,
D, E etc and tells them the information. This pattern is designed like a wheel, where A is the
centre and the others are all round the rim.

3. Cluster strand chain: The message will be transmitted to the selective individuals. In this
type of chain, A tells something to a few selected individuals and then some of these individuals
inform few other selected individuals.

4. Probability strand chain: The message will be transmitted based on the laws of probability.
This is a random process. E.g. A transmits the information to others in accordance with the
laws of probability and then these others tell still others in a similar manner.

Common Barriers to Effective Communication:

 The use of jargon. Over-complicated, unfamiliar and/or technical terms.

 Emotional barriers and taboos. Some people may find it difficult to express their
emotions and some topics may be completely 'off-limits' or taboo. Taboo or difficult
topics may include, but are not limited to, politics, religion, disabilities (mental and
physical), sexuality and sex, racism and any opinion that may be seen as unpopular.
 Lack of attention, interest, distractions, or irrelevance to the receiver. (See our page
Barriers to Effective Listening for more information).
 Differences in perception and viewpoint.
 Physical disabilities such as hearing problems or speech difficulties.
 Physical barriers to non-verbal communication. Not being able to see the non-verbal
cues, gestures, posture and general body language can make communication less
effective. Phone calls, text messages and other communication methods that rely on
technology are often less effective than face-to-face communication.
 Language differences and the difficulty in understanding unfamiliar accents.
 Expectations and prejudices which may lead to false assumptions or stereotyping.
People often hear what they expect to hear rather than what is actually said and jump
to incorrect conclusions. Our page The Ladder of Inference explains this in more detail.
  Cultural differences. The norms of social interaction vary greatly in different cultures,
as do the way in which emotions are expressed. For example, the concept of personal
space varies between cultures and between different social settings. See our page on
Intercultural Awareness for more information.

A Categorisation of Barriers to Communication

Language Barriers

Language and linguistic ability may act as a barrier to communication.

However, even when communicating in the same language, the terminology used in a message
may act as a barrier if it is not fully understood by the receiver(s). For example, a message that
includes a lot of specialist jargon and abbreviations will not be understood by a receiver who
is not familiar with the terminology used.

Psychological Barriers

The psychological state of the communicators will influence how the message is sent, received
and perceived.

For example:

If someone is stressed they may be preoccupied by personal concerns and not as receptive to
the message as if they were not stressed.

Anger is another example of a psychological barrier to communication. When we are angry it

is easy to say things that we may later regret, and also to misinterpret what others are saying.

Physiological Barriers

Physiological barriers to communication may result from the receiver’s physical state.

For example, a receiver with reduced hearing may not fully grasp the content of a spoken
conversation especially if there is significant background noise.

Physical Barriers

An example of a physical barrier to communication is geographic distance between the sender

and receiver(s).

Communication is generally easier over shorter distances as more communication channels are
available and less technology is required. The ideal communication is face-to-face.

Although modern technology often helps to reduce the impact of physical barriers, the
advantages and disadvantages of each communication channel should be understood so that an
appropriate channel can be used to overcome the physical barriers.
How to Overcome Barriers to Effective Communication?

Following are the different measures to overcome effective communication:

Ideas should be clear before Communication

The person sending the message should have clear ideas in his mind about what he wants to
convey. He should know the objective of the message and accordingly, he should arrange his
thoughts in a systematized way.

Sender should communicate According to the Receiver’s Needs

The sender should frame the structure of the message not according to his own level or ability
but should keep in mind the level, understanding, and environment of the receiver.

Consult Others before Communication

During Communication planning, suggestions should be invited from all the concerned
persons. Its main benefit is that all those people who are involved in the communication
planning will contribute to the success of the communication system.

Be Aware of the Tone, Content, and Language of the Message

The sender should consider that the message should be transmitted in a clear, precise, and easy
language. The tone of the message should not hurt the feeling of the receiver. Hence, try to
formulate the content of the message in brief and ensure to avoid technical words.

Convey Things that is Helpful to Listener

The content of the message should be helpful and valuable to the receiver. The need and interest
of the receiver should be kept in mind before communicating. Communication becomes more
effective in such situations.

Ensure to getting Proper Feedback

The aim of getting feedback is to find whether the receiver has properly understood the
meaning of the message received. While communicating face to face, the reaction on the face
of the receiver can be easily understood.

Message should be Consistent

The message sent to the receiver should not be inconsistent. The information transferred should
be in accordance with the objective, programs, policies, and techniques of the organization.
When a new message is sent in place of the old message, a sender should always mention it as
it will create confusion.

Follow Up Communication: To make the communication effective, the manager should

attempt to know the weakness of the communication system. In this condition, effort should be
made to know whether it is appropriate to focus more on formal communication or informal
communication
Be a Good Listener

Both sender and receiver must be good listeners in the communication process. Both should
understand each other's points of view with patience, attention, and a positive attitude. A
receiver can receive much relevant information if he is a good listener.

Poor vocabulary and grammar knowledge: A good vocabulary is useless, unless the
communication acquires the knowledge how to use it in a sentence. It makes the message more
difficult and less effective. Absence of vocabulary and grammar knowledge, one finds it
difficult to speak fluently.

Different language: People belonging to different states work or study together. If they do not
have a common language and common vehicles to convey their ideas and feelings,
communication barrier will arise.

Organizational barriers:

Hierarchy in organization: The subordinates do not find it easy to communicate their

problems to superiors. The greater the difference in hierarchical position, the greater the
communication gap is. They try to find the resource through informal channels of
communication.

Organizational rules and regulations: Observance of rigid rules and regulations causes the
delay of message and discouragement to employees in conveying their creative and innovative
ideas.

Non- conducting of staff meeting: Staff meeting should be conducted to know their grievance
and suggestions to overcome the barriers. If meetings and conference are missing and
communication gap between employees and their superiors will be widened.

Wrong choice of medium

Oral, written, audiovisual of computer based are the various media of communication. All these
media have their relative merits and demerits. A properly chosen medium can add to the
effectiveness of communication and an unsuitable medium may act as a barrier to it. E.g. an
employee wants to express his regrets to his manager over his written explanation which seems
to be ineffective.

Overcoming communication barriers

1. Be an active listener: One should learn to be an active and effective listener. A person
can never be an effective conversationalist without being an effective listener. You
should not interrupt the person while he/she is speaking.
2. Be a subtle speaker: one should be careful about what one tells and how it is told. A
speaker should not speak whatever comes to his mind. A speaker should be pragmatic
and always think in terms of the results what he/she is telling. He/she should use
appropriate style of speaking.
3. Speak with clarity: The speaker should be clear and effective, and should use effective
speaking techniques such as articulation, pronunciation, voice quality, accent and
intonation
4. Be simple: One can impress others by using simple and familiar words instead of using
difficult, vague and abstract words during communication.
5. Use appropriate pause: Speaking too fast may lead to confusion on the part of listener
in comprehension. So it is essential to speak slowly with appropriate pauses.
6. Be friendly: During conversation, be friendly, cheerful and smile towards others. Our
speech should make others to feel comfortable. Do not be in a hurry to make judgments.
It is important to understand the point of view of the other person.
7. Be positive: We should express positive feelings during a conversation and avoid
criticizing others. It is important to learn to appreciate the good and positive quality of
other people and express our appreciation.
8. Be tactful: It is necessary to be very tactful during conversation, especially when
talking to ones teacher, boss, senior, colleague or someone who matters. It is better to
think before speaking than to suffer after wards.
9. Effective listening: It plays a dominant role in communication. One can win other
person’s heart by listening to him totally and emphatically.
10. Use proper channel: Every communication situation requires use of different
communication channels. The sender should use those channels in an effective way. For
negotiation, persuasion, brain storming etc. face to face communication is best.
11. Ensure two way communications: One way communication breeds misunderstanding
and negative emotions. Therefore there should be two way communication and sound
feedback system.
12. Make best use of body language: While communicating, make use of the body
language as more than 55% of the communication takes place through body language.
Every message should be backed by appropriate gesture and tone of voice. Only then
the sender can interpret the message in true sense.

Modes of communication

VERBAL COMMUNICATION

Communication by using language is called verbal communication. It is divided into

two broad categories.

Oral communication

Written communication

ORAL COMMUNICATION

Face-to-face communication: It permits instantaneous feedback. Because of its

tremendous amount of feedback available in face-to-face communication, it has been
termed as the ‘richest’ kind of communication channel. Both the sender and the receiver
can see each other directly in Face-to-face communication.

Teleconferencing: Teleconferencing is the substitute for face to face communication.

Through Tele-conferencing, people can hear and see each other and talk with one
another as if they were sitting together in one room. However, it is technologically and
economically unaffordable for small organizations as it requires elaborate studios with
heavy expenditure.
Audio-conferencing: It allows a group of geographically separated people to speak via
telephone.

Telephone:

Telephone is one of the most frequently used means of oral communication.

WRITTEN COMMUNICATION

Francis Bacon said, ’’Reading makes a knowledgeable man, conference a ready man
and writing makes an exact man’.

WRIITEN COMMUNICATION

Facsimile (FAX): A fax is one of the most useful media of written communication. In
fax, a document is fed in the transmitting end which is converted into electrical signals.
These signals are transmitted through telephone lines to another fax which recovers
these signals into printed out hand-copy. The receiving fax machine sends the
confirmation receipt for the entire message.

Electronic Mail (E-Mail); E-mail is another instantaneous medium of written

communication. It transmits the written message via computers connected on network.
To access network, a computer, a telephone, a modem with software are needed to
function on E-mail.

Letter: In spite of its developments in information technology, letters still have an

importance role to play in business.

Memo: It has been derived from Latin word Memorane, literally means to mention or
to tell.

A Memorandum is a written statement especially for a person or a committee in order

to give them information about a particular matter.

Notice: A notice is used in the organization when same information has to be given to
many people. It should be short and simple.

Circular: A circular is a detailed document giving instructions, orders or information on

a specific matter duly signed by the authorized signatory of the issuing office.

Report: A report is a document prepared by an individual or committee, assigned to

them with the task of collecting information on a given subject.

Minutes: Minutes are the written record of decisions taken at a meeting. It may be
written by hand or typed and filed in a minute file. Minutes are legal document.

Non-verbal communication: It is the process of sending and receiving wordless

messages through gestures, symbols, signals, signs and body language.
1. Kinesics: It is the scientific study of body movements involved in communication.
It is the interpretation of body languages such as facial expressions and gestures.

a. Facial expressions: A popular saying goes like this, “face is the index of our mind”.
. Facial expression transmits always positive and negative feelings and emotions.
It associates with happiness, surprise, fear, anger, sadness, astonishment and
contentment .By nodding our head, blinking our eyes, waving our hands, we send
message to others. They play a very important role in conveying meaning without using
words.

b. Gestures: This is the second area of kinesics. Gestures are the physical movement
of the arms, hands, head, torso and legs. It is a form of non-verbal communication in
which visible bodily actions communicate particular messages, either in place of speech
or together with spoken words. For example, a forefinger and a thumb touching to form
a circle stands for o.k. shuffling from one leg to another means nervous.

2. Proxemics: Proxemics is the study of space language. The physical distance between
people when they are interacting, is strongly influenced by culture. It means how we
communicate with the space around us.

a. Intimate space – less than 6 inches, two fists away from our body. People emotionally
close are allowed to enter in this zone.

b. Personal –ranges from 2 to 4 feet, one handshake away. It is used among friends and
relatives.

c. Social – 4feet to 12 feet, about two arms length. It is used for communication
among business associates.

d. Public – 12 to 25 feet, over 3.6 m away. The distance maintained between the speaker
and the audience, when addressing a large group.

3. Chromatics: Chromatics, or color, can affect our mood, our impression of others
certain colours have both negative connotations. Some universal colours are associated
with gay, cheerfulness or sadness. For example pink, yellow, red, purple, blue and green
are gay colours and black and grey are associated with negative feelings or melancholy.

4. Chronemics: It is the study of the use of time in nonverbal communication. It means

attitude towards time, it varies from culture to culture. The important time systems that
relate to international business are monochromic and polychromic time. Countries that
follow monochromic time perform only one major activity at a time, countries that
follow polychromic time work on several activities simultaneously.

5. Oculesics: Eyes form the centerpiece of facial symbols in face-to-face

communication. Eyes have a central role in managing impressions of others.

Establishing eye contact --friendliness.

Avoiding eye contact --negligence

 Direct eye contact --rude, disrespects

These convey some meaning to them. Here culture plays a major role. In most cultures,
you avoid eye contact with strangers even if you are physically close to them (in a lift)
or come face to face with them. When you avoid eye contact with a person you know
well, you convey lack of interest in them. Withholding eye contact is also a way of
slighting them. The involuntary dimension of eye contact is the dilation and contraction
of the pupils. Our pupils dilate when we see people or an object that interests us, and
contract when we are bored.

6. Paralanguage: It is related to oral communication, it refers to the rate, pitch and

volume qualities of the voice that interrupt or temporarily take the place of speech and
affect the meaning of a message. Paralanguage includes such vocal qualifiers as
intensity (whether loud or soft) pitch (either high or low) extents (drawls and accents)
vocal characterizers such as crying and laughing and vocal segregates such as saying
“uh” and “uh-huh” paralanguage conveys emotions. Negative emotions of impatience,
fear and anger are easier to convey than the more positive emotions of satisfaction and
admiration.

7. Olfactics: Olfactics is the study of smell in relation to nonverbal communication. A

person’s smell can have a positive or negative effect on the oral message. The use of
pleasant smells like perfumes scents and cologne have the impact on people. The way
someone smells remain in our memory after the person has gone.

8. Hapitcs: Haptics or touch refers to communicating through the use of bodily

contact. When used properly, touch can create warmth and trust, when used improperly
touch can betray trust and cause annoyance

LISTENING:

Listening is natural process when some other person is speaking. Listening can be pleasant,
unpleasant, irritating, interesting, boring etc. depending on the physical and mental health of
the listener.

It is a process of receiving, interpreting and reacting to a message whatever has spoken by the
speaker. Among various methods of communication listening has highest ranking which are
as follows.

a. Listening – 44% b. Speaking – 31% c. Reading – 15% d. Writing – 10%

The process of listening takes place willingly, unwillingly, incidentally, through telephone,
TV, VCR, Radio, Public place etc. Eyes have natural closing facilities and sounds may enter
our ears with or without our knowledge.

Importance:

 It plays very vital role in the communication process of business organization.

 It helps to obtain specific information.
 It helps to solve problems.
  It helps to influence other people, others problem, ideas, views, thoughts on various
issues.
 It helps to share experiences.
 It helps to us to spot sensitive areas.
 It helps to maintain better customer relations.
 It helps us to know values.
 It helps to get an introductory idea of the oral message.
 It aims to broaden ones outlook.
 It helps to new changes and development in particular field.
 It helps to seek evidence for ones one point of view.

Types of listening

Selective/projective Listening: It means not taking the message as it is, even adding or
deducting as per one’s own wishes, selecting the desired part and ignoring the undesired part
of the message. This type of listening strengthens one’s own beliefs and restrains further
learning.

Empathetic: The goal is to understand the speaker’s feelings, needs and wants in order to help
him to solve a problem. Normally advice is not given. The purpose is to let the speaker give a
vent to his feelings since you are there as a non involved listener. E.g.; counseling sessions.

Marginal /superficial Listening: A poor listener is a marginal listener. Distractions, day-

dreaming and wandering attention characterize marginal listening. One can never be a poor
listener or an active listener always. Speaker, listener, situation and message determine poor
listening.

Pretending Listening: It means pretending through facial expressions that communicated

message is listened. Here nothing like listening takes place, just hearing.

Attentive/active Listening: It involves paying attention on the words that are being spoken
rather than understanding the head and heart of the person speaking. E.g. Formal conversational
interaction, group discussion, job interview, and meeting.

Emphatic/forceful Listening: It involves listening not only thro’ ears but also thro’ eyes and
heart. It is listening intently and intensively to understand the person fully, deeply, both
emotionally as well as intellectually.

Appreciative Listening: The main purpose of listening is to get enjoyment and pleasure. E.g.;
include listening to recordings of songs, entertaining stories, and folks anecdotes and so on.
The output may be taking part in the entertainment process. For e.g.: a music lover may listen
to the latest hit, pick up the chorus and tune and try to sing along with.

Evaluative Listening: It involves evaluation of the oral message or commentary and

developing a line of thought. The listener interprets and analyses what he or she listens in order
to understand both the implicit and explicit meaning of the oral message. E.g.; listening to
structured talks, classroom lectures, workshop seminars and so forth.
LISTENING BARRIERS

Hearing problems: Hearing deficiency interrupts in the way of listening. But such problem is
psychological and not intentional.

Overload of message: It is very difficult for the brain to digest the overload message. When
the message is lengthy and illogical in sequence, it becomes difficult

Egotism: One of the common barriers to listening is egotism or self-centered attitude, thinking
that my ideas are more important than those of other persons or ‘I am always right’ is the
stumbling block in the way of listening.

Perception: Our perceptions are selective & limited. As a result we indulge in selective
listening taking the desired part and leaving the undesired part of the message.

Inability to pay attention: A wandering mind and day dreaming habit prevent the listeners
from concentrating in what the speaker says.

Impatience: It is the commonest barriers to listening. We quite often lose our patience or do
not wait until another has finished speaking. This type of desire to talk in between indicates
lack of maturity.

Noise: Noise is the environment distracts our attention very badly. It really frustrates the
speaker as well as the listeners.

Physical distractions: No comfortable seating facility, hitting neighbor, unfit dress, etc. Can
easily disrupts the process of listening.

Linguistic barrier: While decoding an oral message, the listener should concentrate on the
linguistic code. If the listener is unable to follow the language spoken by the speaker,
communication breakdown will definitely occurs.

Psychological barrier: Most common barriers to listening result from the listener’s state of
mind. Any psychological or emotional disturbance leads to lack of interest and concentration
which acts as a barrier to listening.

Cultural barrier: If the speaker and the listener belong to different cultures and share different
cultural values, listening could become a difficult process.

Enhancing Listening Skills

EFFECTIVE LISTENING SKILLS

Overcoming listening barriers:

1. Ensure that all environment distractions do not occur.

2. Practicing good body language. Sitting correctly, establishing eye contact with
speaker are effective ways for good listening to take place.
 3. Taking down the key points is a good habit.
4. Build a proactive interest to think congenially for better understanding.
5. Be careful that your listening is not selective and partial, but total and deep.
6. Show your interest in the speech through facial expressions or active questioning.

Some basic tips on good listening need to be followed in order to improve your listening
comprehension. They are

1. Stop talking : Do not talk while listening

2. Stop thinking: The listener has to keep his mouth shut as well his thinking.
3. Remove distractions: The listener should avoid all kinds of distractions and should
not allow others to interrupt.
4. Do not let your mind wander: In order to get concentration on each word spoken
by the speaker, listener must keep his mind with him,
5. Put speaker at ease: Provide a conducive environment to the speaker in order to
make him to feel ease.
6. Do not pre-judge: The art of prejudging close the mind and does not allow the
brain to perceive the speaker’s message.
7. Be patient: Patience is the key to good listening. The speaker should not be
interrupted till he/she takes a pause and invites the listener to do so
8. Do not be angry: Do not get anger even the speaker’s speech irritates or mocks.
Display patience and tolerance even if the speaker is angry and shouting.
9. Empathize with the speaker: In order to understand the speaker’s perspective and
appreciate his point of view, the listener should put him in the speaker’s position.
10. Take notes: Develop the habit of taking notes while speaker delivers his speech.
Write down main points or keywords, seek clarifications wherever required.

Some other tips for good listening are:

 Listener must look at and concentrate on speakers talk. This habit will train body and
mind to improve attention towards speaker.
 Looking at speakers enables to understand the facial expression, physical gestures and
feelings. Eyes do observation and ears listening. The combined effect will give more
meaning to a message. The joys, sorrows, anger, frustration, aggression, intensions will
give more clear by observation than more listening.
 Physical gestures like waving of hands, movement of face etc. convey more than what
is told. Responds non- verbally to encourage the speaker.
 Listening and talking cannot go on simultaneously. Hence one thing at a time to be
followed.
 Show patience, interest and sincerity to listen. Avoid any kind of disturbance.
 Watch body language and gestures while listening to understand the subject in a better
way.
 Ask question after the speaker has talked. Asking in between is irritating and undesired.
 Silence is the essential of listening.
Bibliography

A bibliography is a detailed list of all the sources consulted and cited in a research paper or
project. The bibliography structure always includes citing the author's name, the title of the
work, the year of publication, and the publisher for each source one consults for a paper or
project.

What are the 2 types of bibliography?

Bibliographies may be divided into two categories:

The APA citation APA (American Psychological Association) is used by Education,

Psychology, and Sciences.

MLA citations, (Modern Language Association) style is used by the Humanities.

which in turn contain the different bibliography types. These include analytical bibliographies,
enumerative bibliographies, and lastly, annotated bibliographies.

Collect this information for each Web Site:

1. author name.
2. title of the publication (and the title of the article if it's a magazine or encyclopedia)
3. date of publication.
4. the place of publication of a book.
5. the publishing company of a book.
6. the volume number of a magazine or printed encyclopedia.
7. the page number(s)

Book references

The bibliographic information for a book contains three distinct parts, that is, author, title and
particular information. Each part is separated from each other by an appropriate punctuation
entry for a book includes the last name of the author first and then the first name, the title of
the books should be in italics or within mark the bibliographic quotations, and the publication
information includes the place of publication, the name of the publisher, the year of publication
and the page number. E.g. Karlin, Len, careers in sports, New York: guild publishers.1997.

Journal references

The bibliographic information for a journal includes the name of the author, name of the
article/paper, name of the journal, volume number, issue number, page number and date of
issue. E.g. Weingarten,” recording electrical resistance” corrosion, 16:99-104, (June 1960).

Internet References:

The Bibliographic information for a internet reference includes the last name of the author,
author’s first name, title of the page , place of publication, name of the publisher, web page
address, mention the date of the site visited. Ex: Dewitt, Terry, “Lightning injuries four at
music festival”., Aug. 2, 2001, http://why files. Org/ 137 lightning/ index. Htm .Jan 23, 2002.

Robertson, Angela and Robertson, Betina, “The president’s cabinet”. Ann Arbor, Michigan:
University of Michigan, 1998, http://odur.let.rug.nl/usa/gov/index.htm, October 23rd 2002.

Working Bibliography:

The working bibliography will evolve and change as we gather new sources and eliminate those
that are less useful. Some of the sources may be too technical; some may be too general or
unduly biased, inaccurate or out of date. A record of such sources are called working
bibliography.

It is a listing of possible sources that might be used for gathering information and writing
research paper. The working bibliographic entry for a book includes the name of the author or
the name of any organization, the name of the title, edition, place of publication, the publisher
name, and year of publication.

While writing working bibliography we need to concentrate on the following points.

 Place the bibliography at the end of the document.

 Use appropriate method of organizing references in the bibliography.
 Use appropriate punctuation marks.
 Refer to a style manual i.e. APA style (American Psychological Association).
o Chicago style.
o MLA style (Modern Language Association of America) is widely used in the
Humanities, especially in the study of language and Literature.

Annotated Bibliography

It is a list of citation to books, articles and documents. Each citation is followed by a brief
descriptive and evaluative paragraph, the annotation. It usually consists of 150 words. The
purpose of the annotation is to inform the reader the relevance, accuracy and quality of the
sources cited.

E.g. Moore, B.L.(1999). Adult student learners Penn state Pulse website. Retrieved April 3
2002, from http://www.sa.psu.edu/sara/pulse/adults 65 html.
This website contained a survey of adult learners’ perception of their education experience at
Penn state. The study contains a large survey sample and generally confirms the findings of
other studies at major Universities. The important information gleaned is that the emphasis on
adult learner programs at historically traditional Universities is a much higher priority due to
the increasing population of adult students.