Communication is defined as transferring information to produce greater understanding.

Importance of communication skills:

1) Expressing information, behavior, feelings and thoughts to others
2) Helps to understand & respond to other’s feelings, thoughts, knowledge and behavior.

Body Language is a type of nonverbal communication in which physical behaviors, as

opposed to words, are used to express or convey the information, such behavior includes
body postures, kinesics and the use of space.

Body language also called body postures or kinesics.

Body Language can be misunderstood and deliver wrong signals of meanings to others so
it should be dealt with care. You should be aware of your gestures to others from
different cultures.

Body language in workplace: ‘Emblems’ can be used instead of a word and it is these
gestures that actually cross language barriers.
Verbal Communication is the vocal category includes spoken language.
. Use of words, numbers and symbols
. Tone, Pitch, quality and the rate of speech carries more weight than words.
. The latter convey the emotions and meaning regardless of content of the message.

Non-verbal communication involves written communication as the communication

transmitted through facial expressions, eye contact, gestures, postures, eye contact,
finger spelling, Most of our communication is non-verbal (such in text chat).

Gestures are just as: Waving, pointing, nodding, yawing, making a fist and thumbs up.
Barriers to effective communication
1. Inattention 2. Poor expression 3. Premature evaluation 4. Emotions
5. Inconsistency (inconsistency between his expressed attitudes and his actual behavior)
6. Physical barriers 7. Individual differences 8. Lack of feedback
9. Inference (a conclusion reached on the basis of evidence and reasoning).
10. Insecurity

.Barriers almost inevitably develop when two people attempt to join together in the
pursuit of common objectives. Because no two individuals are identical in terms of
background, experience, mood, and expectations, the process of coming to know one
another involves a series of potential roadblocks as differences are identified and worked
through.

. A barrier is broadly defined here as anything that blocks effective com-munication.

. Sometimes the presence of a barrier is painfully explicit, although its roots and potential
resolution may be less than clear.
Business writing
In business, in the workplace, and in our personal lives, we all stand to benefit from more effective
communication skills. Writing is essential to communicate your message clearly and professionally
and to incite action in those who you supervise, work with and require action from.

.You must adapt the content, tone and language of your documents to the situation
(context) and intended audience of your communication.

. The objective of communication is not the transmission but the reception.

. Some business documents and topics require more formal language than others.

. Use “you” more than you use “I” or “we”.

. Use a writing style that is appropriate to the reader
. Write from the reader’s point of view, focus on their needs as well as benefits to them.

. Consider these factors about your readers before composing

your draft: Personality type, Technical level, Operational role.
A memorandum (memo) is a piece of correspondence used within an organization or
among various branches or divisions of the same organization. A memo is usually sent
through internal mail or via e-mail.

THE BUSINESS LETTER is a letter is a message written on letterhead paper and addressed
to someone outside the organization. It is usually sent through the mail.
The purpose of a business case or proposal is to identify the needs and objectives of an
organization and outline beneficial strategies for meeting these needs. The Business case should
also present a way of evaluating results in order to ensure a high chance of success.

All new commercial activities are governed by the Interim Guidelines for Commercial Activities.
These Guidelines state that a Scoping Proposal and Business Case need to be completed prior to an
activity being approved or commencing.
MCQ
1- The Response to a sender’s message is called ……..
(Feedback – Response – Feed - Back)

2- …….. context refers to the relationship between the sender and the receiver.
(Social – Physical – Cultural – Chronological)

3) ……… context refers to the similarity of backgrounds between the sender and the receiver.
(Social – Physical – Cultural – Chronological)

4- ……… refers to all these factors that disrupt the communication.

(Nosense – Noise – Nowhere – Nobody)

5- Environmental barriers are the same as …….. noise.

(Physiological- Psychological - Physical – Sociological)

6- Our dress code is an example of …….. communication.

(verbal – Nonverbal – written – spoken)

7- Communication strengthens ………&…….. relationships is an organization.

(Employer,Father – Employer,Employee – Mother,Employer – Mother,Child)
8- ……… communication includes tone of voice, body language, facial expressions etc.
(Nonverbal – Verbal – Letter – Notice)

9- When there’s similarity of background between the sender and the receives such as age,
language, nationality, religion, gender then this is called ………. Context.
(social – cultural – physical – dynamic)

10- Which of these is a communication skill?

(Talking clearly – Chewing gum – Looking bored)

11- Which of these is a communication skill?

(Talking at the same time as someone else – listening to what people say – putting your fingers in your ears)

12- Which of these is not a communication skill?

(Running – texting – chatting to people)

13- What body language shows you are listening?

(Turning away from the speaker – nodding and making eye contact – looking out of the window)

14- Which of these is not a communication skill?

(Laughing – swimming – asking questions)

15- Someone is telling you about an accident they’ve had. How would you react?
(Look pleased – look behind you – look concerned)
16- Which of these is a communication skill?
(Checking with weather forecast – checking the time – checking that you’ve understood someone)

17- Which of these is a communication skill?

(Saying the same thing over and over – saying why you believe something – saying what people want to hear)

18- if you don’t agree with someone else, what would you say?
(You are wrong – I don’t agree – stop talking rubbish) stop talking rubbish tnf3 m3 shwyt nas brdo

19- If you have to ring the doctors surgery what information might you need to have ready?
(Your national insurance number – your shoe size – your name and date of birth)

20- If you want to complain, what’s the best way to behave?

(Stay calm but stick to your point – get very angry – get ready to cry) girls have the right to choose other options

21- If you hear a tannoy at the railway station what information is likely to be announced?
(Who station manager is – where to get a coffee – the next train departure)

22- If you need to make a phone call for information what could you do before you call?
(Prepare your questions – brush your teeth – make a coffee)

23- You have a discussion with a friend about politics. You don’t agree with them. What should you do?
(Change the subject – say what you believe – get angry with your friend)
24- How would you communicate with your childs teacher?
(Send a text – visit their house – send a postcard – phone the school)

25- How would you communicate with your new neighbor?

(Send a text – go to their house – send a postcard – phone them)

26- When would you send a postcard?

(When you can’t get to work – when you are on holiday – when you want a doctor’s appointment)

27- Which of these is not a form of communication?

(Talking – washing – body language – listening)

28- Communication is a non-stop ………

(Paper – process – program)

29- The …….. is the person who transmits the message

(Receiver – driver – sender – cleaner)

30- ……… is the person who notices and decodes and attaches some meaning to a messages.
(Receiver – driver – sender – cleaner)
31- Message is any signal that triggers the response of a ……….
(Receiver – driver – sender – cleaner)

32- The response to a sender’s message is called ………

(Food bank – feedback – food – back)

33- Letter, email, telephone are examples of ………

(Message – feedback – channel – encoding)

34- Understanding ………. Different parts of speech forms the base of leaning grammar.
(Five – Eight – Six – Seven)

35- It’s of paramount importance that one need to construct a ……. Sentence in the day to day affairs
(Wrong – Correct – Incorrect – Night)

36- A …….. way to be defined as the name of a person place or thing.

(Verb – Noun – Pronoun – Adverb)

37- According to Hoben ‘communication is the ……. nitchange of thought or idea.

(Visual – Audio – Verbal – Written)

38- Proper nouns always begin with ……. Letters.

(Running – Capital – Small – Numerical)
39- The nouns which cannot be felt, seen or heard are called ……..
(Common – Proper – Abstract – Collective)

40- All communication events have a ……..

(Resource – Source – Start – End)

41- The message maybe misinterpreted because of ……….

(Barriers – Distortions – Distractions – noise)

42- The environment in which the transmitter or receiver are should be

(Complex – Competent – Complete – Compatible)

43- The Christian sight of the ……... is a gesture pertaining to religion and spirituality.
(Plus – Minus – Division – Cross)

44- In verbal communication there’s a possibility of immediate ………

(Reaction – Response – Refection – Reset)

45- While talking to best friends you usually do not pay attention to the skill of ……… communication
(Written – Audio – Verbal – Visual)

46- In oral Presentation outside your company you first give the audience a ……… of your org.
(Flash back – Background – Front view – Forward view)
47- ‘A’ and ‘An’ are the ……… articles.
(Definite – Indefinite – Particular – Specified)

48- Any word that adds more meanings to the noun is called an…………
(Adverb – verb – Adjective – Noun)

49- In the writing of an apology letter, concentrate on ……..

(Problem – Compensation – Rectification of problem – Words)

50-Use of foreign language is a linguistic or ……. Barrier, Multiple meaning of words can create ……
barriers, Lack of coordination between departments causes ……. Barriers.
(Semantic, cultural, individual – Noise, physical, individual – Cultural, semantic, organizational)
T/F
1- If the tone of the voice and body language are negative the communication will pass. 

2- Semantic barriers mean that different words may have different meaning in different cultures. 

3- Correct choice of channel is one of the main barriers to communication. 

4- Organization should not try to improve the communication system by getting feedback. 

5- A climate of trust and openness removes organization barriers. 

6- Organization should choose only one channel. 

7- Your face can show many feelings. 

8- Maintaining appropriate eye contact when speaking with others helps communication. 

9- The objective of communication is not the transmission but the reception. 

10- When you are too distractions, emotionally involved in listening you tend to hear what you want to
hear & not what is actually said. 
11- While writing business letters one should directly focus on the message to be told. 

12- Use old fashioned stuffy phrases and long sentences. 

13- In business letters:

-Signature is placed above the complimentary close. 
- Salutation is written after the address. 

14- Reading for information may be both Internal and external. 

15- In job application:

- Write the name of the person who you are addressing in the salutation. 
- Write the vacancy you are applying for in the subject. 
- After your signature there is no need to write your full name clearly. 

16- AIDA formula stands for Attention, Interest, Desire and Action. 

Good Luck and stay safe

Abdelrahman Bdeir