LLABUS Topic and Contents Hours | Marks Topic 01- Introduction to Communication Specific objectives: > Describe the process of communication. Contents: U3 : Definition of communication * Process of communication © Types of communication — Formal, Informal, Verbal, Nonverbal, Vertical, Horizontal, Diagonal Topic 02 - Effective communication Specific objective: > Identify the principles and barriers in the communication process Contents: * Principles of communication. © Barriers to communication a. Physical Barrier: 0s | 20 . Environmental (time, noise, distance and surroundings), © Personal (deafness, stammering, ill-health, spastic, bad handwriting) b. Mechanical: Machine oriented ¢. Psychological: Day dreaming, prejudice, emotions, blocked mind, generation gap, phobia, status inattentiveness, perception. d. Language: Difference in language, technical jargons, pronunciation and allusions. Topic 03 - Non verbal & Graphical communication Specific objectives: > Effective use of body language and nonverbal codes > View and interpret graphical information precisely. 08 28 Contents: 3.1 Non-verbal codes: [8 Marks] * — Proxemics * — Chronemics ¢ Artefacts3.2 Aspects of body language (Kinesies) 6 ial expression HoMars) « Eye contact * — Vocalics, paralanguage © Gesture * Posture * Dress and appearance © Haptics 3.3 Graphical communication © Advantages and disadvantages of graphical communication Tabulation of data and its depiction in the form of bar graphs and pie charts. [10 Marks] Topic 04 - Listening Specific objectives: > Effective use of listening Contents: « Introduction to listening © Listening versus hearing © Merits of good listening Types of listening. Techniques of effective listening 02 08 Topic 05 - Formal Written Communication Specific objectives: > Use different formats of formal written skills. Contents: « Office Drafting: Notice, memo and e-mail Job application with resume. « Business correspondence: Enquiry letter, order letter, complaint letter, adjustment letter. «Report writing: Accident report, fall in production, investigation report. «Describing objects and giving instructions 08 28 TOTAL 32 100Contents OTT oe 1 Introduction to Communication eae | 2 Barriers to Communications 30 nee | 3 ‘Non verbal & Graphical communication 43 4 Graphical Communication 59 ee a epee] 5 Listening 82 6 Office Drafting 90 7 Business Correspondence 112 8 Report Writing 159 9 Describing Technical Object 173 Model Question Paper ~ I 179 Model Question Paper ~ II 181 Model Question Paper ~ III 184 Question Paper — Winter 2014 188 Question Paper — Summer 2015 190 Question Paper — Winter 2015 193 Note: All the Textual questions and exercise are represented by * mark.vv 1 at vovovV»YIwo way street [a situation that requires mutual action from both sides decorum etiquette/respectable behaviour efficiency productivity intimidatin: to frighten someone or to make someone be in awe of you binding an obligation that cannot be broken and which is compulsory delegate to assign tasks/work to others animosity strong dislike for someone intend to have a course of action plan (purpose) red tapism the process of strictly following the rules.and processes in an organization distortion changing the original form of a message Power dressing | the practice of dressing in a style intended to depict that one holds a crucial position in the office We spend nearly 70% of our time in communicating with others. Ability to communicate effectively and in a clear, concise manner is a skill we all need to master. The word ‘communication’ is derived from the latin word “Communicare” or “Communics” which means “to share”. Language is the main tool which helps us in building relationships. Effective communication plays an important role in being able to influence those around you and to express your feelings the way one wishes to convey. Proper communication is required not only for our professional growth but also for our social growth, The communication sector has seen rapid growth in the 21" Century due to the advancement of technology. Because of which, one can contact anyone in any part of the world within seconds. Bi 1.0 @) Communication Communication includes exchange of thoughts, messages, information or opinions through speech, signals, writing and/or non verbal expressions. It can be defined in the following ways : “Communication is an exchange of facts, ideas, opinions, or emotions by two or more persons.” — William. H. Newman and Charles. F. Summer Jr. “Communication is the process by which information is transmitted between individuals and/or organizations so that an understandable response results.” ~ Peter Little “Communication is the process of passing information and understanding from one person to another. Its essentially a bridge of meaning between people. By using this bridge of meaning, a person can safely cross the river of misunderstanding that separates all people.” ~ Keith DavisCGEeg eC eG. en > 3 | __ One cannot survive or complete tasks properly without communicating with others. In our social lives, knowing how to talk well with people is very helpful. It helps build strong relationships which develop personal growth. The same skills are required in a professional set up as well. Major management functions are planning, organizing, delegating, controlling —_and co-ordinating. All these functions require effective communication skills. If one develops these skills, he/she can be a good listener and speaker who helps in carrying out tasks quickly and with least difficulties. Maintaining good communication with colleagues, seniors and everyone at work is a skill all employees must build. Effective communication skills play a major role in career growth as well. ‘Social Need: Human beings are social creatures. Effective communication plays a pivotal role for the development of a society as a whole. Messages, ideas, feelings are exchanged effectively with the help of proper communication. Knowledge of the language, ethics and codes which are to be followed form the basic tool to develop better relationships with others. Professional Needs: An organisation is a social system which has people interacting and working at different levels. Proper communication helps convey one’s thoughts and ideas effectively. Proper co- ordination is possible with the help of proper communication. Timely delivery, implementation and execution of ideas and policies is possible only with the help of effective communicaition skills. Proper Communication skills form the base to develop soft skills like leadership, interpersonal relations, problem solving, conflict resolution. In today's world, personal and professional success not only depends on one’s technical knowledge but also on one’s ability to understand, organise and convey the knowledge effectively. Thus, effective communication combined with soft skills is a must in every career - Eg. If Mohit, an HR professional wishes to ask his intern, Rohan to give a presentation about the project he has been assigned; it would be impossible to convey the same without talking or writing to him. In the same manner, Rohan too cannot give a presentation without proper communication. ‘Thus, Communication is an integral process and plays a very crucial role in one’s life. Without communication, life is incomplete. ‘The process of co1 thelrecel Eyiii, iv. vi. vii. EE 1.2 ©) Importance of Channel and Met ee Encode Decode Sender ‘Message ‘Channel Receiver Idea Idea’ _<________{ Feedback Communication Cycle Sender: He is a person wholintends foland sends a message to someone through any medium. E.g. Ifa teacher asks her students to keep quiet, she is the sender of the message. Encoding: It is a process of converting ideas and thoughts into a message which can be easily understood by the person receiving the message. The sender is the encoder of the message. Message: It is the information which the sender intends to communicate to the receiver. E.g. If an employee needs to inform his boss in another city that he has achieved the task assigned, he can write him an e-mail. In this case, the e-mail with details will be the message. Channel: It is the mode by which the message is transmitted to the sender. It is the carrier of the message. The channel can be oral, verbal or in non-verbal form depending on the person or organization you communicate with. E.g. e-mail, letter, media, etc. Receiver: He is the person who receives the message by listening, reading or understanding it. E.g. If you call a friend to inform him about the date of an examination, he becomes the receiver of the message. Decoding: It is the function of converting and interpreting the message sent. It involves the understanding of the message received. A receiver is the decoder of a message. Feedback: It involves giving response to the message received. Feedback can be positive or negative. Through feedback, it can be understood if the message has been successfully understood or not. Feedback is very important for improving communication skills and also performing the tasks well. E.g. If a senior at work gives feedback to the subordinate that he needs to check the work twice before sending; then such feedback would probably help the subordinate to improve at his job. m Importance of channel: Channel is the mode by which the message is transmitted to the sender. A channel can be verbal or non-verbal. The channel should be selected as per the situation and the receiver of the message. While sending a message, the sender should consider the urgency of the message, receiver’s abilities and the availability of resources in order to send the message. The impact of the message can be effective only when it is sent through a proper channel as it ensures smooth transmission. On the other hand, selection of the wrong channel can lead to miscommunication and delay in the communication process. Thus, selection of proper channel plays a Key factor in effective communication. E.g. If a person residing in the U.S.A. intends to communicate with someone residing in India, then opting to communicate through e-mail is much faster and economical rather than sending a post.