Dr.

Ritu Soryan

For Second Year, B. Tech. Students (Common to All Branches)

Code: BAS-301
Unit-1: Fundamentals of Communication and Voice Dynamics: Role and Purpose of Communication,

Types & Flow of Communication, Barriers to Effective Communication, 7 C’s of Communication, Code

and Content; Stimulus & Response, Vowel Sounds, Consonant Sounds, Tone: Rising and Falling Tone.

Unit-2: Communication Skills for Career Building: CV and Resume Writing, Interview Skills, Group

Discussion, Effective Profiling, Communication and Networking: Building relationships, Writing the

Statement of Purpose (SOP) for admission in Higher Studies, Seminar & Conference Paper Writing,

Expert Technical Lecture: Writing and Presenting.

Unit-3: Communication Skills for Presentation: Writing, Designing, and Speaking: Thesis and

Project Report Writing, Technical Proposal Writing, How to Pitch an Idea: Process, Preparation and

Structure, Elements of Speech Delivery: Passion, Poise & Illustrations.

Unit-4: Communication and Leadership Development: Leadership Communication, Communication

and Social competence: context, feelings, intentions, and behaviors, Providing and Receiving feedback,

Difference between Tact and Intelligence, Emotional Intelligence: Trust through Communication,

Thinking Skills: Meaning and Types.

Unit-5: Digital Communication and Personality Making: Content Creation for Social Media: Emails,

Webinars, podcasts, Blogs. Effective and Ethical use of Social Media by Text and Technique, Speech and

Personality, Personality Analysis: Types of Personality; Concept of Personality: Maslow, Freud,

Vivekananda, Jung Typology & Personality Assessment.

Dr. Ritu Soryan

Very Short Questions:

Question:1 Define communication.

Answer: The process of creating and exchanging meaning/ information through symbolic interaction.

Question:2 From where is the communication word derived from?

Answer: The word ‘communication’ is derived from the Latin word ‘communicare’ ‘communis’ which
means ‘to share’ or to participate.

Question:3 Give one definition of communication?

Answer: Communication is any behaviour that results in an exchange of meaning. (The American
Management Association)

Question:4 Name five oral communication situations.

Answer:

⦁
⦁
Telephone

⦁
Public Speech

⦁
Interview

⦁
Meeting
Face-to-face conversation
Question:5 Name five types of documents used in business.

Answer:

⦁
⦁
Letters

⦁
Memos

⦁
Reports

⦁
Circulars
Notices
Question:6 What are the attributes for an effective communication?

Answer:

⦁
⦁
Relationships

⦁
Listening

⦁
Empathy

⦁
Inspiration with encouragement

⦁
Humour
Positive attitudes
Question:7 What are the two kinds of communication?

Answer: There are two types of communication:

⦁ Verbal Communication – means oral and written

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⦁ Non-verbal communication

Question:8 Give the name of 7Cs to communication?

Answer: The seven Cs are: clarity, correctness, completeness, concreteness, conciseness, consideration
and courtesy.

Question:9 Give one definition of technical communication.

Answer: The word ‘technical’ as defined by the Oxford Advanced Learner's Dictionary, refers to
something “connected with the practical use of machinery, methods etc. in science and industry.”

Question:10 What are the aspects of technical communication?

Answer: One must need to know about the aspects of technical communication/ communication, they
are:

(i) Verbal communication

(ii) Non-verbal communication

(iii) Written communication

(iv) Visual communication

(v) Listening

Question:11 How many forms do we have in technical communication?

Answer: There are two forms of technical communication: (i) Written forms (ii) Oral forms

Question:12 What do you mean by linguistic ability?

Answer: Linguistic ability measures the capacity of an individual to understand and express them self,
both in written and oral form.

Question: 13 How many styles do we have in technical communication?

Answer: Everyone has an individualistic style of writing because we think and express differently. But
we have four primary styles in technical communication, and their names are: Descriptive Writing style,
Narrative Writing style, Persuasive Writing style and Expository Writing style.

Short Questions:

Question: 1 What do you mean by technical communication?

Answer: Technical Communication means, the transmission of facts, figures, ideas and all sorts of
scientific and technical information from one individual to another. It may be spoken as well as written.
The technocrats may conduct their professional jobs sometimes through oral communication which is
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performed through speech while sometimes written communication which depends on the written words
becomes necessary. Hence, the technologist has to be proficient in both types of technical
communication, i.e., oral and written.

Question: 2 Write a short note on the importance of communication?

Answer: Communication is the life blood for social as well as the corporate sector. Communication is
central to everything that we do. We do things in organizations: our family, school/college, hobby group,
community group, our city/town are the organizations in which we live and act. Our activities succeed or
fail, and our goals are achieved or not achieved, according to our ability to communicate effectively with
other members. Every organization, whatever its business or its size, is held together by communication.
Without communication an organization cannot function at all. Like the flow of blood is important for the
body, in the same manner communication is important for an organization.

Question: 3 What is the importance of technical communication?

Answer: Technical communication helps individuals interact with each other and also provides guidance
to professionals by transmitting information and knowledge through a suitable medium. Technical
communication helps faster positive attitudes within the individual, which helps in maintaining a
professional relationship. With the advent of new technologies in the information fields, technical
communication is making a wider impact. New kinds of communication skills are required to meet new
professional challenges. Today, one’s professional skills are useless unless one knows how to express the
maximum information through minimum words. Technical communication is of great relevance for an
individual or an organization. Whether one is an executive, or an engineer or a technical student. One
must possess good oral and written technical communication skills to be successful.

Question: 4 State the difference between verbal and non-verbal communication.

Answer: When we communicate with the help of words it is called verbal communication. This form of
communication is the expression or exchange of information or messages through written or oral words.

When we communicate other than words it is called non-verbal. Non-verbal communication has a vast
range of media. Mainly they are Sign language, Body language, and Paralanguage.

Question: 5 Why should we study technical communication?

Answer: The world has just entered the third millennium. India is today experiencing such theories of
change in all fields of activity as characteristics her as a resurgent nation. This experience involves great
challenges and entails hard work to ensure positive trends. Having opened our economy, or globalization
having arrived here to stay, we find ourselves suddenly in the midst of a highly competitive world.
Delicensing, disinvestment, global market for goods and services - all such steps have resulted in the
definition of a more effective role for the technical hand. Engineers have played a significant role in
founding and erecting the edifice of Indian industry. Now they have to see to it that it should survive, and
emerge at the top, against the flood of the multinationals. A great deal of success will depend upon an
engineer’s ability to communicate well. He has to communicate with and in this new environment so as
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to innovate, to manage, to implement, and to deliver the goods. Even more than half of a professional’s
time is consumed in the act of communication in the organizations of today.

Long Questions:

Question: 1 Discuss language as a tool of communication?

Answer:

Language is a common symbol system which we use for sharing our experience with others. We can also
use other symbols like pictures, colors, signs and sounds to communicate. We do communicate a number
of things by our facial expressions, movements, clothing, and so on, whether we speak or not.
Communication through words is called verbal communication; communication through other symbols is
called non-verbal communication. “Communication can make or ruin an organization.”

Communication is a way to express our feelings and ideas. It may be verbal or non-verbal. Man can
communicate even without using a language. The face of a man becomes red when he gets excited. A
baby cries when he is hungry. In both the cases, communication is done without the use of language. If
we have to proceed in society; if we have to live in the business world of today, we need to know how to
communicate effectively with the medium of language. Imagine how you will do written communication
without having the skills of language. Communication is done in both written and oral ways. Any mode
of communication may have the upper hand in any situation. People of different nationalities can share
their views with one another only if they know one another’s language. It is the language which
distinguishes man from the animal world.

Question: 2 Explain the qualities of a good communicator?

or
What are the seven C’s of effective communication?

Answer:

Seven Cs of effective communications

Francis J. Betgin advocates said that there are seven Cs to remember in spoken communication.

They are:

1. Credibility (Build Trust): If the sender can establish his credibility, the receiver has no problems in
accepting his statement. Establishing credibility is not the outcome of a one-shot statement. It is a long-
drawn out process in which the receiver through constant interaction with the sender understands his
credible nature and is willing to accept his statement as being truthful and honest.

2. Courtesy: (Improves relationship) Courtesy means politeness. It grows out of respect and good
behaviour.

Following points should be observed for a courteous communication.

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⦁The message should be respectful, thoughtful and appreciative.

⦁The message should give equal treatment to all, irrespective of gender, race, status, income etc. Once the
credibility of the sender has been established, attempts should be made at being courteous in expression.
In the business world, almost everything starts with and ends in courtesy.

3. Clarity: (Makes comprehension easier) Clarity means simplicity. The message should be so clear that
it may be understood with little effort. It can be achieved in the following two ways:

⦁Use of Concrete, Precise and familiar Language

⦁Absolute clarity of ideas adds much to the meaning of the message.

The first stage is the clarity in the mind of the sender. So simple and easy language should be used in
business messages. Every word of message should convey its meaning. Language of the message should
be familiar to the audience and appropriate to the situation. Technical terms should not be used, as far as
possible. Short sentences make the message clearer.

4. Correctness: (Builds confidence) Correctness means using specific, definite, clear and vivid
information. At the time of encoding, the sender should ensure that the knowledge of the receiver is
comprehensive. The level of knowledge, educational background and status of the decoder help the
encoder in formulating his message. In case there is any discrepancy between the usage and
comprehension of terms, miscommunication can arise. If the sender decides to back up his
communication with facts and figures there should be accuracy in stating the same. A situation in which
the listener is forced to check the presented facts and figures should not arise.

5. Conciseness: (saves time) Conciseness means saying something in brief. It should explain everything
in minimum possible words. Weighty language definitely sounds impressive but people would be suitably
impressed into doing precisely nothing. As for as possible, only simple and brief statements should be
made. Excessive information can also sway the receiver into either a wrong direction or into inaction.

6. Consistency: (Introduces stability) Consistency means transmitting a message keeping the receiver in
mind. The message should focus on ‘you’ instead of ‘I’ and ‘We’. The message should show interest in
the receiver. The approach to communication should, as far as possible, be consistent. There should not
be too many ups and downs that might lead to confusion in the mind of the receiver.

7. Concreteness: (Reinforces Confidence) - Concrete and specific expressions are to be preferred in favor
of vague and abstract expressions.
Dr. Ritu Soryan

Question: 3 “Presentation skill is an art”. Discuss.

Or

‘A good leader should be a good orator’. Justify with examples.

Answer:

Public speaking is an art and a skill that can be mastered over time, with practice and experience. It’s a
daunting prospect surely, but once you get the hang of it, it’s going to give you new opportunities to
prove yourself. In the professional world, public speaking is unavoidable. You’ll have to speak in
meetings, give presentations or participate in work events that require speeches.

Here are some effective presentation skills one can develop to become a good speaker:

Understand the art of storytelling:

Storytelling is a valuable skill for public speaking. Even if you’re giving official presentations, knowing
how to weave a story with elements that keep the listener engaged will go a long way. What you want to
do is make sure everyone’s listening. An attentive audience means you’re doing a good job. Storytelling
helps you keep them hanging onto your words. Not only can you share relevant data, statistics and
information but also make it creative and exciting for them.

Prepare in advance:

Many people do last-minute prep for their presentations. Just compiling data and adding color to your
slides won’t do the trick. You have to prepare your slides, what you’re going to say and how you plan to
convey your content. Think of possible questions from the audience and try to come up with answers to
avoid having to do so on the spot. This way you can sidestep any possible roadblocks.

Talk clearly and compellingly:

Now that you’ve prepared your content, good presentation skills call for compelling and clear speech.
When you’re speaking to an audience, make sure they’re able to understand every word you’re saying.
Your speech should be simple, interesting and direct. Instead of getting lost in big words and complex
sentences, focus on simple phrases and data. Visual storytelling with data is another key element you can
incorporate in your presentation.

Read your audience:

Picking up nonverbal cues from the audience will help you tailor your presentation on the spot. If you see
your audiences getting bored, for instance, share an anecdote if appropriate, or move to the next slide.
You have to be present for the duration of the presentation. You can’t rely on your slides and script alone.
Read the room, make eye contact and pay attention to your body language. Be open and welcome
comments and questions that might turn into a conversation.

Identify your message:

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If you’re making a presentation, you should be well-versed with what you’re trying to convey. It’s one
thing to put everything together, but when it comes to delivering your message, you must be able to do so
in a few words. The key takeaways should be easy to recognize and share.

Developing good presentation skills for an effective presentation will help you gain the confidence you
need to handle a crowd. You can even use the PAM framework that defines the purpose, audience and
message to break down what you need to prepare.

"Communication – the human connection – is the key to personal and career success.” — Paul J.
Meyer.

Question:4 “The more you read, the more you become efficient in speaking a language.” Throw
light on the connection of reading and speaking and tell how you can develop effective speaking
skills.

Answer:

Effective Speaking Skills:

One of the objectives of speaking effectively is the ability to persuade: when you need your manager to
back your idea, when you want your team to work longer hours or when your spouse needs convincing to
watch your favorite movie. These are all instances that require effective speaking. The whole point of
speaking skills is to be able to sway people’s opinions. It’s to get them to act in alignment with your
goals. Effective communicators get special treatment because they are often asked to represent the
company. They’re the ones meeting the important clients, negotiating and closing deals, and building a
reputation for the company.

For example, when you need to impress a new client, you send your best salesperson. You won’t send in
someone new or inexperienced. The best salesperson is almost always your best speaker. When it’s time
for promotions and bonuses, speakers are rewarded first. Companies invest significantly in their training.
They’re the ones who get groomed for leadership posts.

Speaking skills hold a special place of value. Good speakers are also good writers for they would have
written several drafts of each speech. Good speakers are also those who can connect and empathize with
people. This makes them approachable and authentic. Often, people gravitate towards them for support
and advice. They are also readers, as reading helps expand the vocabulary and develop the flair for using
suitable words for different situations.

Thus, practicing speaking skills leads to the development of writing, listening, and reading skills too.
Effective speaking signals subject matter expertise because of the research that the making of a good
speech would involve. That is why a good speaker is also regarded as a leader and influencer. Popular
intellectuals such as Barack Obama and Richard Dawkins are all good speakers. When they talk, we
believe them. We trust them to know what they’re talking about. To rise to a position of fame and
influence, having effective speaking skills is a must.
Dr. Ritu Soryan

Question: 5 What do we mean by style in writing? Should we cultivate a style in written technical
communication?

Answer: A technical communications writing style is (almost always) concise, precise, direct, and well
organized. To be a successful writer not just in first year engineering, but in our major courses and career,
one must be attentive to the ways he/she follow the writing style needs to vary from one situation to the
next. To understand what “writing style” is, think about all the different ways people talk. With their tone
of voice, volume, and speed of delivery, they are able to project different moods, personalities, and
purposes. Think about how a person sounds while they’re telling a funny story. Then think about how a
person sounds while telling you about their problems.

Style means the manner of doing or saying a thing. In written technical communication it is as important
as what we have to say. Style is a very inclusive term which covers all the parts of a piece of writing. It
determines the choice of words, their arrangement, punctuation marks, length of sentences, arrangement
of ideas, distribution of the matter into paragraphs or points, and the tone of the writer. It has been
pointed out above that the saying-’style is the man’ applies as much to technical writing as to general
writing. We are born with our specific styles - clumsy or elegant, showy or simple. But to succeed in a
competitive environment a technocrat or a professional has to cultivate a style, so that he should be able
to impress others. However, the best way to cultivate a suitable style in written technical communication
is to avoid style. Not to be stylish is the best way to have a style in this particular field. Let our writing be
polished but not ornamental and labored. All styles, except simplicity, would hamper, rather than assist,
technical communication.

While elaborating an idea, we are free to use our imagination, knowledge and power of reflection. But we
have got to be more objective and precise in scientific writing. For example, when we are describing an
instrument, we observe it accurately, noticing its parts and details. We follow a system. We speak of its
definition, its parts and their arrangement or organization; and of its function. Similarly we can give a
factual account of a place, a person or an operation. We also state these principles, and explain them with
unnecessary decoration or figurative expressions. Clarity being our aim, we can use figures, tables, graphs
etc.

Levels of Communication

Human Communication takes place at various levels such as:

1. Extrapersonal Communication
2. Intrapersonal Communication
3. Interpersonal Communication
4. Organizational Communication
5. Mass Communication
1. Extrapersonal Communication: Communication which happens between human beings and non-human
entities is called Extra-personal Communication. For example, when your pet dog comes to you wagging
its tail as soon as you return home from work, it is Extrapersonal communication. A parrot responding to
your greetings is another example. This type of communication requires perfect coordination and
understanding between the sender and the receiver because one of them transmits information or responds
only in sign language.
Dr. Ritu Soryan

2. Intrapersonal Communication: Intrapersonal communication means talking to oneself in your mind.

This takes place within an individual. As we know our brain is linked to all parts of our body by an
electrochemical system. For example, when you feel hot, the information is sent to the brain and you
decide to switch on the cooler, responding to the instructions sent from the brain to the hand. In this case,
the relevant organ is the sender, the electrochemical impulse is the message, and the brain is the receiver.

3. Interpersonal Communication: Interpersonal communication is the exchange of messages between

two people. Examples of this type of communication include conversations, dialogues, or interviews in
which two persons interact (others may also be present as audience). An author communicates
interpersonally with his or her readers, who are always present as a silent audience in the author’s mind
while writing. A letter is also an example of interpersonal communication between the writer and the
person to whom it is addressed. Interpersonal communication can be formal or informal. For example,
interaction with a sales clerk in a store is different from the interaction with your friends and family
members.

4. Organizational Communication: Communication in an organization takes place at different

hierarchical levels. This kind of communication can further be divided into:

(i) Internal Operational: All communication that occurs while conducting work within an organization
is classified as Internal Operational.

(ii) External Operational: Any work-related communication that an organization has with people
outside the organization is called External Operational.

(iii) Personal: All communication in an organization that occurs without a business purpose is called
Personal Communication.

5. Mass Communication: Mass Communication is when a message is sent to a large group of people,
For Example, through newspaper, radio or television. In this process, each receiver is a faceless individual
with no opportunity for response or feedback.

Q.5. Discuss in detail various barriers to communication and suggest the ways to overcome these.

Answer: Barriers to communication: These barriers may arise when the sender encodes the message
with the help of a channel but it does not reach up to the receiver in its original form because of obstacles
in between. These obstacles may be noise barrier, human noise, traffic noise, thoughts noise inside.So we
can that say barriers may be inside or outside.

Barriers may be intrapersonal, interpersonal, or organizational. They are as described below:

1. Intrapersonal Barriers: These may be due to:

• Wrong assumption
• Varied perception
• Differing background
• Wrong inferences
• Impervious category (Misoneists)
• Categorical thinking (Pansophists)
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Wrong assumption: Many barriers stem from wrong assumptions. For example, when a doctor tells her
patient that he has to take some medicine only ‘SOS’ (i.e., during an emergency), without knowing
whether the patient understands the term ‘SOS’, she is creating a barrier in their communication. Here,
the doctor has made a wrong assumption about her patient’s level of knowledge. Wrong assumptions are
generally made because either the sender or the receiver does not have adequate knowledge about the
other’s background or assumes certain false motions, which are there in his/her mind. To strengthen your
skills as a communicator, try to put yourself in the shoes of the listener. This exercise will prevent from
making wrong assumptions about the receiver.

Varied perception: We all know the story of the six blind men and their description of an elephant. The
elephant was perceived by each man as a hand fan, a rope, a wall, a sword, a snake and a tree. None of the
blind men was wrong, as the part of the elephant body touched by each man compared well with the
various objects they named. This is how different individuals hold different viewpoints about the same
situation.

Differing backgrounds: No two people have the same background. Backgrounds can be different due to
different education, culture, language, environment, financial status etc. Our background plays a
significant role in how we interpret a message. At times, something not experienced earlier is difficult to
interpret or appreciate. Think of a class where the professor talks about his rock-climbing adventure.
Students who have experienced rock climbing may be able to appreciate the professor’s narrative, while
others who have never been into adventure sports may not find it interesting at all.

Wrong inferences: Suppose you have returned from a business trip and you find that two of your
colleagues are absent. They do not turn up for several days. Since there is a recession on, you draw an
inference that they have been laid off. The fact is that they have been promoted and sent to another
department. This is an example of fact-inference confusion. It has happened because you failed to
distinguish between what actually exists and what you had assumed to exist. Inferences are more
dramatic than facts, and for this reason they can provide more scope for gossip and rumour to spread.
When professionals analyse material, solve problems and plan procedures, it is essential that inferences
be supported by facts. System analysts, marketing specialists, advertiser’s, architects, engineers,
designers and others must work on various premises and draw inferences after collecting factual data.
When presenting any inference in the course of your work, you could use qualifiers such as ‘evidence
suggests’ or ‘in my opinion’ to remind yourself and the receiver that this is not yet an established fact.

2. Interpersonal barriers

• Incongruity of verbal and non-verbal messages

• Communication selectively
• Cultural variations
• Poor listening skills
• Noise in the channel
Incongruity of verbal and nonverbal messages: Imagine a situation where your CEO introduces the
newly recruited middle-level manager to the other employees. In a small speech, he conveys the message
that he is very delighted to have the new manager appointed in his office. However, the expression on his
face shows just the opposite of what he is saying. The stark difference between the verbal and non-verbal
aspects of his communication leaves his listeners feeling confused and puzzled.
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Communication selectively: When the receiver in a communication process pays attention only to a part
of the message, he/she is imposing a barrier known as communication selectivity. This happens because
he/she is interested only in that part of the message which may be of use to him/her. In such a situation,
the sender is not at fault. It is the receiver who breaks the flow of communication.

Cultural variations: This is one of the predominant interpersonal factors contributing to communication
failure. As businesses are crossing national boundaries to compete on a global scale, the outlook of the
global and domestic workforce has changed drastically. European, Asian, and American firms have
expanded their businesses worldwide to create international ties through partnership, collaborations and
affiliations. The management and employees of such companies need to closely observe the laws,
customs, and business practices of their host countries, while dealing with their multinational workforce.
Success, whether as a student or as a professional, lies in knowing the business practices, social customs
and etiquette of the particular country one is dealing with.

Poor listening skills: A common obstacle to communication is poor listening habits. We should
remember that listening and hearing are not the same. Hearing is a passive exercise while listening
requires careful attention and accurate decoding of the signals received from the speaker. The various
distractions that hinder listening can be emotional disturbance, indifference, aggression and wandering
attention.

Noise in the channel: As discussed earlier, noise interferes in the transmission of signals. Noise is any
unwanted signal that acts as a hindrance in the flow of communication. It is not necessarily limited to
audio disturbance, but can also occur in visual, audio-visual, written, physical or psychological forms.

3. Organizational barriers

• Too many transfer stations • Fear of superiors

• Negative tendencies • Use of inappropriate media
• Information overload
Too many transfer stations: The more links there are in a communication chain, the greater are the
chances of miscommunication. Some employees may filter out the parts of the message they consider
unimportant. Whatever the reasons for filtering or distorting the message, having too many transfer
stations is always an obstacle to effective communication and should be avoided. Transfer stations do
serve a purpose, but having too many of them is counter-productive.

Fear of superiors: In rigidly structured organizations, fear or awe of the superiors prevents subordinates
from speaking frankly. An employee may not be pleased with the way his boss works but is unable to put
his point across because of losing his boss’s goodwill.

Negative tendencies: Many organizations create work groups. While some groups are formed according
to the demands of the task, such as accomplishing a particular project, many other small groups are also
formed for recreational, social or community purposes. These groups may be formal or informal, and
generally consist of people who share similar values, attitudes, opinions, beliefs and behaviours.

Use of inappropriate media: Some of the common media used in organizations are graphs and charts,
telephones, facsimile machines, boards, e-mail, telephones, films and slides, computer presentations,
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teleconferencing and video conferencing equipment’s. Before sending a message, you should consider the
following factors while choosing a medium:

• Time • Cost
• Type of message • Intended audience
Information overload: One of the major problems faced by organizations today is the availability of huge
amounts of data which the receiver is unable to handle effectively. This is known as information
overload. Thus the quality of the information is much more important than its quantity.

Ways to overcome communication Barriers

Communication is an important function of management. Success of an enterprise depends to a large
extent upon effective communication. Therefore, the need is that all hindrance in the way of
communication should be removed. The following measures should be adopted to make communication
effective.

• Purposeful communication • Clear and brief message

• Use of seven C’s • Continuous process
• Adequate facilities • Mutual faith and trust
• Appropriate language
• Proper medium and transmission technique
• Emphasizing key points
• Eliminate environmental barriers
• Facilities feedback
• Learn to use feedback well
• Be sensitive to the receiver’s point of view
• Listen to understand!
• Use direct, simple language, or at least use language appropriate to the receiver
• Use proper channel(s)
• Learn to use channels well
• Learn to use supportive communication
• Being brief
• Shortening scalar chain
• Keep an open mind
• Encourage subordinates to express
• Pay complete attention
• Listen patiently