Business Writing

Importance of Business Writing

Business writing is fundamental to effective communication skills, as it directly impacts how
professionals convey ideas, foster relationships, and achieve goals within and outside an
organization. Here’s why business writing is essential:

1. Clarity and Precision: Business writing requires concise and precise language,
eliminating ambiguity in messages. This clarity ensures the audience quickly understands
the main points, making collaboration and decision-making more efficient.
2. Professionalism and Credibility: Well-written documents establish professionalism and
build credibility. Accurate, error-free communication reflects positively on individuals
and organizations, making others more likely to trust their input and authority.
3. Efficiency in Communication: Clear business writing saves time, reducing the need for
follow-up questions or clarifications. Efficient written communication enables faster
decision-making, contributing to productivity and smoother workflows.
4. Relationship Building: Tone and word choice in business writing shape relationships. A
respectful and positive tone can build trust, ease tensions, and foster cooperation. In client
or stakeholder communications, good writing can enhance rapport and create a favorable
impression.
5. Persuasive Power: Business writing, especially in proposals, reports, or pitches, has the
power to persuade and influence. Strong communication skills enable individuals to
present ideas logically and convincingly, helping secure support or resources for projects
and initiatives.
6. Effective Problem Solving: Many business situations require written communication to
outline issues, propose solutions, or document resolutions. Clear writing helps structure
problem-solving processes and ensures that relevant stakeholders are on the same page.
7. Record Keeping and Accountability: Written documents serve as records for decisions,
actions, and responsibilities. Well-documented communication supports accountability
and provides a reference for future actions or decisions, essential for consistency and
transparency.

In sum, effective business writing is a core skill that enhances overall communication abilities,
aiding professionals in achieving goals, building relationships, and driving organizational
success.

Components of Business Writing

Effective business writing relies on clarity, professionalism, and structure. Here are the essential
components:

1. Purpose and Audience Awareness: Know the purpose of your writing (informing,
persuading, requesting, etc.) and tailor it to the audience's needs, knowledge level, and
preferences.
2. Clear Structure: Organize the document with a clear introduction, body, and conclusion.
Use headings, subheadings, or bullet points for readability.
3. Conciseness: Keep sentences and paragraphs short, using precise language to convey the
message directly. Avoid jargon or filler words that might cloud the main points.
4. Professional Tone: The tone should be formal yet approachable, respectful, and
confident. Avoid slang or overly casual expressions.
5. Active Voice: Using an active voice is generally more direct and engaging, making it
clear who is responsible for an action. For example, “The team completed the project”
instead of “The project was completed by the team.”
6. Grammar and Accuracy: Correct grammar, punctuation, and spelling are crucial for
professionalism. Ensure facts, figures, and other content are accurate.
7. Call to Action: If the writing requires a response, make the next steps clear, such as
scheduling a meeting, providing feedback, or submitting documents.
8. Proofreading and Editing: Review the document to catch any errors and ensure clarity
and flow. Editing improves coherence and presentation.

These elements help create clear, effective business writing that communicates messages
professionally and persuasively.
 Chapter 3- Barriers to effective communication

3.1 Barriers to Communication:

There are various problems and difficulties in the process of communication which often result
in the occurrence of the barriers to communication. Communication barriers are interferences or
obstacles which affects not only the transmission of idea or information but also the
understanding and acceptance of it. It has an effect on entirely preventing communication,
filtering part of it, or giving it an incorrect meaning. The three main causes for the barriers in
communication are due to:

1. The deficiencies of the sender

2. The deficiencies of the listener
3. Inappropriate means of communication

The various barriers to the process of communication are given as follows.

Prepared by: Ms. Sarika Joshi/ Assistant professor/ AISSMS CHMCT

3.2 Types of Barriers:

There are various problems and difficulties in the process of communication which often result
in the occurrence of the barriers to communication. Communication barriers are interferences or
obstacles which affects not only the transmission of idea or information but also the
understanding and acceptance of it. It has a effect on entirely preventing communication,
filtering part of it, or giving it an incorrect meaning. Barriers to communication can be classified
as follows on the basis of the stage of the communication process during which the problem
arise:

a) Sender oriented barriers, which include lack of planning, lack of clarity about the purpose
of communication, improper choice of words resulting in a badly encoded message,
difference in perception, wrong choice of channel, etc.
b) Receiver oriented barriers like poor listening, lack of interest, difference in perception,
biased attitude, etc.
c) Channel oriented barriers such as noise, wrong selection of medium, technical defects,
etc.

The various barriers to the process of communication are given as follows.

I. Physical or environmental barriers
II. Physiological barriers
III. Semantic or language barriers
IV. Personal barriers
V. Emotional
VI. Socio- psychological
VII. Cultural barriers
VIII. Organizational barriers

I Physical or environmental barriers: These are environmental factors which limit the
sending and receiving of messages. Often the term Noise is used as a blanket term to refer to this
kind. They include distance, noise, breakdown of communication media, faulty mechanical
equipments, etc.

i. Noise: It is the first major barrier to communication. Communication gets disturbed by noise
that occurs at the transmission level. For example, the noise of traffic around a school
obstructs the flow of information between a student and a teacher. Similarly poor signal
while talking over cell phone or using public address system or watching TV also disrupts
communication. Bad weather conditions may also sometimes cause barrier to
communication.

Prepared by: Ms. Sarika Joshi/ Assistant professor/ AISSMS CHMCT

ii. Time and distance: These may also obstruct the smooth flow of information. For example
time difference between two different countries may affect communication between two
people. Another example will be two people working in two different shifts may face
problems in communicating effectively. Improper seating arrangement in a class also may act
as a barrier to the process of communication.

iii. Wrong choice of medium: This can cause a barrier to communication if the sender uses the
wrong chnnel for the transmission of the message with is improper for the audience. For
example, if an expert uses an power point presentation for the uneducated factory workers then
they will be unable to understand it.

iv Surroundings: Adverse or extreme weather conditions like, too hot or too cold, their
surroundings do have a direct effect on the effectiveness of communication. As environment
causes a psychological effect like, too hot weather will cause restlessness and humididity,
whereas too cold weather makes a person feel lazy to communicate.

v Inadequacy of message design/Poorly expressed message: No matter how clear the idea
in the mind of the sender, it may still get affected by use of poorly chosen words, long sentences,
complex words, poor organization of ideas, use of jargon
II Physiological or Biological barriers:
Physiological barriers are related to a person’s health and fitness. These may arise due to
disabilities that may affect the physical capability of the sender or the receiver. Proper
functioning of the vocal chords, hands, fingers, eyes is necessary for effective
communication. For example:

• Speaking can adversely affected by stammering, fumbling, utterance of improper

sounds due to defective vocal organ.
• Listening can be ineffective as a result of defective hearing
• Writing can be failed due to hand injury, numbness, etc.
• Reading can be affected due to poor eyesight.

III Semantic barriers/ Language Barriers: The term ‘semantic’ refers to the systematic study
of meaning of the words. Semantic barriers are barriers related to language. They cause
obstructions in the process of receiving or understanding of the message during the process
of encoding or decoding ideas and words. The most common semantic barriers are listed
below:

Prepared by: Ms. Sarika Joshi/ Assistant professor/ AISSMS CHMCT

 i. Misinterpretation of words: Different people mean different meaning while using the
same word.
ii. Use of technical language: It is often found that technical people use technical language,
which is related to their profession which is known as jargon. For eg: A manager handed
over an important document to a new assistant and told him to burn it( here burn means
copy in another computer.) But the new assistant took a different meaning to the word
burn and literally burn it with a match stick. Doctors, lawyers, etc. uses a language which
a layman cannot understand that, due to lack of knowledge of that language.
iii. Vocabulary deficiency of both the sender and the receiver may cause semantic barrier to
communication.

iv Multiple meaning of the words in different context: Different words are used in different
ways as per the need/ message. For instance consider the word, ‘out’ in following
sentences:

• Get out of here

• Something is out of order in my car
• The truth got out at last
• He really stands out in his class.
• The workers are going out on strike

Thus the word ‘out’ conveys a different meaning when used in different situations
and thus miscommunication occurs.

iv. Connotative meaning: It differs dramatically from denotative meaning. Eg: depart, go,
leave, get out, etc
IV Personal barriers:

Differences in personal and psychological makeup of individuals may create barrier between
people. They arise from judgments, emotions and social values of people. The following are
some of the most common personal barriers.
i. Attitudes and opinions: Assumptions and negative feelings about the receiver, such as
hostility may have an effect on the message. In a typical superior subordinate
relationship, a subordinator may or may not ask questions, may even withhold
information due to fear. Some supervisors may not be open to suggestions and
feedback as they presume that their subordinates are not capable of advising them.
This creates indifference between them and subordinates do not feel motivated.
Attitude thus becomes a barrier to communication.
ii. Lack of self confidence: Lack of self confidence either on the part of the sender or the
receiver while communicating may be a barrier to it.

Prepared by: Ms. Sarika Joshi/ Assistant professor/ AISSMS CHMCT

 V. Emotional Barriers:
Emotional barriers are associated with sentiments and emotions.
i. Blocked mind: Blocked mind considers only limited information and ignores or
rejects additional information. An individual who has a blocked mind is rigid and
dogmatic. He resists all contradictory communication and pays deaf ear to new ideas.
ii. Bias and prejudice: if closed minded people are asked for reasons for rejecting a
message, they may reveal prejudices. They react with anger and give a sharp rebuff
who tries to argue with them. This acts as a barrier in communication.
iii. Emotions: One’s state of mind plays an important role in act of communication. If the
sender is worried, excited, afraid, nervous, then he will not be able to organize his
message properly. Similarly if the receiver is not in a proper state of mind, he may
misinterpret the message.

VI Socio-psychological barriers:
They are similar to perceptional barriers
i. Selective perception: This means that the receiver selectively see and hear based on
their needs, motivations, experience and expectations. In communication, this
tendency means that they hear what they want to hear and ignore other relevant
information
ii. Status consciousness: Differences in status and power between the sender and the
receiver may constitute another barrier. The subordinate feels very jittery, nervous in
front of the supervisor and the supervisors may be reluctant to pass complete
information.
iii. Prejudices: People who are not open to discussions, new ideas, viewpoints and have a
closed mind may be a great barrier to communication.
iv. Halo Effect: Sometimes the listener may be too much in awe of or completely distrust
a speaker. When there is a lack of sufficient trust, confidence and faith between the
communicating parties, selective listening takes place. In these situations several
types of ‘noise’ enter the communication process. Similarly things like distrust,
threat, fear are vital barriers to effective communication.
v. Physical appearance: Receiver may not like the sender’s physical appearance, voice,
pronunciation, accent, use of grammar or mannerism. This may cause the receiver to
discard the content. Communicator’s mood also influences his capacity to
communicate, for eg: he may be tired, sleepy, bored, etc.

VII Cultural Barriers:

Culture shapes the way we think and behave. Each group categorized on the basis of
nationality, ethnicity, race, religion, etc. has its own distinctive culture. Cultural
differences often cause communication differences. It arises when individuals in one

Prepared by: Ms. Sarika Joshi/ Assistant professor/ AISSMS CHMCT

 social group have developed different norms, values, or behaviors to individuals
associated with another group. The same category of word, phrases, symbols, actions
colors mean different things to different cultures. For eg: In western countries black color
is associated with mourning, while in the far east white is the color of mourning. In U.S
people love to be called by their first name, while in Britain, people are addressed by
their last name.

VIII Organisational barriers:

i. Complex organizational structure: A complex org structure has long communication
channels which subjects to breakdown of communication.
ii. Too many levels in the organization: As the message has to pass through many levels,
there are chances of distortion, delays or total failure of the message.
iii. Time and timeliness: time pressures can be a serious obstacle as messages are hastily and
inadequately communicated by managers.

Prepared by: Ms. Sarika Joshi/ Assistant professor/ AISSMS CHMCT

 Interpersonal Communication and Communication Barriers

Part 1: Introduction to Interpersonal Communication

● Definition:
Interpersonal communication is the exchange of information, emotions, and meaning
between two or more people through verbal and non-verbal methods.
● Key Features:
○ Two-way Interaction: Sender and receiver roles.
○ Dynamic: Context, tone, and meaning change with time and situation.
○ Relational: Builds and maintains relationships.
● Importance of Interpersonal Communication:
○ Enhances understanding and collaboration.
○ Builds trust and rapport in relationships.
○ Resolves conflicts effectively.
● Channels of Interpersonal Communication:
○ Verbal: Words, tone, pitch.
○ Non-Verbal: Body language, gestures, facial expressions, eye contact.

Part 2: Introduction to Group Communication

● Definition:
Group communication refers to the exchange of ideas, information, and emotions among
members of a group to achieve shared goals.
● Characteristics of Groups:
○ Interdependence: Members rely on each other.
○ Shared Goals: Common objectives unify the group.
○ Norms and Roles: Expected behaviors and assigned responsibilities.
● Importance of Group Communication:
○ Promotes teamwork and problem-solving.
○ Enhances productivity and innovation.
○ Encourages diverse perspectives and inclusion.

Part 3: Challenges in Communication

 ● Interpersonal Barriers:
○ Misinterpretation of messages.
○ Emotional interference.
○ Cultural differences.
● Group Communication Barriers:
○ Dominance of certain members.
○ Groupthink: Conformity leading to poor decisions.
○ Lack of participation or commitment.

Part 4: Strategies for Effective Communication

● For Interpersonal Communication:

○ Practice active listening.
○ Use "I" statements to express emotions without blame.
○ Be mindful of non-verbal cues.
● For Group Communication:
○ Define clear roles and responsibilities.
○ Foster an environment of mutual respect
○ Use structured decision-making techniques (e.g., brainstorming, nominal group
technique).

Communication Barriers
Communication barriers are obstacles that hinder the effective exchange of information, ideas,
and feelings between individuals or groups. Here are some common communication barriers:

# Physical Barriers
1. Distance: Physical distance between communicators can lead to misunderstandings and
delayed responses.
2. Noise: Background noise, distractions, or interruptions can disrupt communication.
3. Disability: Physical disabilities, such as hearing or visual impairments, can create
communication barriers.

# Psychological Barriers
1. Emotional Barriers: Emotions like anger, fear, or anxiety can affect communication.
2. Biases and Stereotypes: Preconceived notions and biases can lead to misinterpretation and
miscommunication.
3. Ego and Pride: Excessive ego or pride can hinder effective communication.
4. Lack of Motivation: Low motivation or lack of interest can lead to poor communication.
# Cultural Barriers
1. Language Barriers: Differences in language, dialect, or accent can create communication
barriers.
2. Cultural Norms and Values: Different cultural norms, values, and customs can lead to
misunderstandings.
3. Nonverbal Communication: Differences in nonverbal cues, such as body language and facial
expressions, can be misinterpreted.

# Technological Barriers
1. Technical Issues: Poor internet connectivity, audio or video delays, or equipment malfunctions
can disrupt communication.
2. Information Overload: Excessive information or data can lead to confusion and
miscommunication.

# Organizational Barriers
1. Hierarchical Structure: Strict organizational hierarchies can limit communication and create
barriers.
2. Bureaucratic Red Tape: Excessive rules, regulations, and procedures can slow down
communication.
3. Lack of Feedback: Insufficient feedback or response can lead to misunderstandings and
miscommunication.

# Semantic Barriers
1. Jargon and Technical Terms: Using specialized language or technical terms can create barriers
for those unfamiliar with them.
2. Ambiguity and Vagueness: Unclear or vague messages can lead to misinterpretation.
3. Abstract Concepts: Complex or abstract ideas can be difficult to communicate effectively.

By recognizing and understanding these communication barriers, we can take steps to overcome
them and improve our communication skills.
Introduction to Communication Skills for IT Students
1. Introduction:
• Welcome to the course on communication skills!
• In today’s world, technical skills are crucial for IT professionals, but soft skills,
particularly communication skills, are just as important for career success.
• Communication isn't just about talking; it’s about listening, understanding, and
responding effectively in various professional situations.
2. Why Communication Skills Matter in IT:
• IT professionals often work in teams, collaborate with clients, and need to explain
complex technical concepts to non-technical people.
• Good communication ensures clarity, reduces misunderstandings, and improves
productivity.
• Examples of how communication skills are applied:
o Explaining technical solutions to clients.
o Collaborating on projects with team members.
o Writing clear, concise technical documentation.
3. Key Aspects of Communication:
• Verbal Communication:
o Speaking clearly and confidently.
o Adjusting your language based on your audience (technical vs non-technical).
o Using examples and analogies to simplify complex ideas.
• Non-Verbal Communication:
o Body language: Maintaining eye contact, appropriate gestures, posture.
o Facial expressions: Conveying engagement and confidence.
• Written Communication:
o Writing emails, project reports, and documentation.
o Importance of clarity, conciseness, and correctness in writing.
o Using correct tone in professional emails.
4. Listening Skills:
• Active listening is just as important as speaking.
 • Techniques for active listening:
o Pay full attention to the speaker.
o Avoid interrupting.
o Ask clarifying questions to ensure understanding.
• Benefits: Stronger team collaboration, better client relationships, fewer errors.
5. Professional Communication Channels:
• Emails:
o Writing clear and concise emails with a purpose.
o Formatting emails: Subject lines, greetings, body, and closing.
• Meetings:
o Preparing for and contributing effectively to meetings.
o Using agendas and summarizing points clearly.
• Presentations:
o Structuring presentations logically.
o Keeping the audience engaged using visuals and storytelling techniques.
6. Technical Communication:
• Documentation: Writing technical guides, manuals, or comments in code.
• Report Writing: Structuring reports, including technical data, findings, and
recommendations.
• Client Interaction: Understanding client requirements and translating technical jargon
into layman’s terms.
7. Overcoming Communication Barriers:
• Recognizing and addressing barriers to communication, such as:
o Language differences.
o Cultural misunderstandings.
o Technical jargon overload.
• Tips to overcome these barriers:
o Use simple language where possible.
o Confirm understanding by asking for feedback or summaries.
 o Be culturally aware and sensitive.
8. Group Discussion and Role Play (Interactive Session):
• Practice scenarios like:
o Explaining a technical issue to a client.
o Discussing project requirements with a team.
• Evaluate communication styles and provide constructive feedback.
9. Importance of Feedback:
• Giving and receiving constructive feedback is essential for continuous improvement.
• How to give feedback without being harsh and how to receive it graciously.
10. Conclusion:
• Summarize the importance of communication skills in an IT career.
• Encourage students to practice and continuously improve their communication abilities.
• Remind them that communication is a skill that can always be refined with effort.
Assignment:
• Write a 300-word email explaining a technical problem to a non-technical client.
• Prepare for a 2-minute presentation on a simple technical topic of your choice (e.g., how
the internet works, what cloud computing is).
Lecture Title: The 7 C's of Communication: Keys to Effective Communication with Real-
Life Stories
Introduction
• Overview: In any professional setting, particularly in IT, communication is a powerful
tool. The "7 C's of Communication" provide a framework for effective communication,
ensuring that messages are clear, concise, and impactful. Today, we will explore each of
the 7 C's with real-life stories to demonstrate how they play out in the workplace.

1. Clarity
• Definition: Clarity means being clear about your message and ensuring it is easily
understood.
• Story: The Mars Climate Orbiter Incident (1999)
o In 1999, NASA lost its $125 million Mars Climate Orbiter because of a
communication error between two teams. One team used metric units, while the
other used imperial units, resulting in a miscalculation that caused the spacecraft
to crash. This costly mistake could have been avoided with clearer
communication about the units of measurement being used.
• Lesson: When working with others, ensure that your message is clear and that everyone
is on the same page to avoid costly mistakes.

2. Conciseness
• Definition: Keep your message brief and to the point without unnecessary information.
• Story: The "Brevity is Key" Approach of Twitter
o Twitter’s early success was built on the idea of concise communication—limiting
users to 140 characters (now 280). This forced people to communicate their
thoughts in a clear and direct way. It helped revolutionize how we think about
messaging, showing that less can often be more.
• Lesson: In business communication, people value their time. Being concise can save time
and make your message more impactful.

3. Concreteness
• Definition: Be specific and clear, providing solid facts and details rather than vague
statements.
 • Story: The Challenger Space Shuttle Disaster (1986)
o The Challenger disaster occurred partly due to vague communication. Engineers
had concerns about the O-rings in cold weather but failed to provide concrete data
to managers about the specific risks involved. Without clear, concrete evidence,
the decision was made to proceed with the launch, leading to one of the worst
space disasters in history.
• Lesson: Vague warnings or messages can lead to catastrophic outcomes. Providing
concrete information ensures decisions are based on solid evidence.

4. Correctness
• Definition: Ensure your message is free of errors and accurate in every detail.
• Story: Blackberry’s Infamous Email Typo
o In 2016, an employee at Blackberry mistakenly sent out an internal email filled
with spelling and grammatical errors. This mistake was leaked to the media,
damaging the company's reputation. In response, Blackberry’s CEO had to
publicly apologize, showing how even small communication errors can have a
large impact.
• Lesson: Double-check facts, grammar, and tone before sending out any communication.
Small errors can lead to big consequences in professional settings.

5. Coherence
• Definition: Ensure that all parts of your communication are logically connected and flow
smoothly.
• Story: Steve Jobs’ Iconic Product Launches
o Steve Jobs was known for his well-structured, coherent product launch
presentations. When introducing the iPhone, he built up to the announcement step
by step, ensuring that the audience fully understood each feature before moving
on to the next. This coherence made his presentations legendary.
• Lesson: Structured and logical communication can captivate your audience and ensure
that your message is easily understood.

6. Completeness
• Definition: Provide all necessary information to ensure the recipient has everything they
need to understand the message.
 • Story: JFK's "We Choose to Go to the Moon" Speech (1962)
o When President John F. Kennedy declared that the United States would send a
man to the moon, his speech wasn't just aspirational; it was complete. He laid out
the "why," "how," and "what" of the mission, giving the public a full
understanding of the goal, the challenges, and the plan. This completeness helped
galvanize national support for the space race.
• Lesson: In communication, always provide enough information to answer the basic
questions (who, what, when, where, why, and how), ensuring that nothing is left unclear.

7. Courtesy
• Definition: Show respect, consideration, and politeness to your audience.
• Story: The Ritz-Carlton’s Gold Standard of Courtesy
o Ritz-Carlton employees are trained to use courteous language such as "my
pleasure" instead of "no problem" when interacting with guests. This level of
courtesy has become a hallmark of their brand, ensuring a superior customer
experience. One famous story involves an employee flying a forgotten teddy bear
back to a guest's child at no extra charge, reinforcing the idea of courteous
service.
• Lesson: Being courteous in communication—whether with clients, colleagues, or
stakeholders—builds strong relationships and creates a positive impression.

Conclusion:
• Wrap-up: The 7 C’s of communication—clarity, conciseness, concreteness, correctness,
coherence, completeness, and courtesy—are essential for effective communication in any
professional context, particularly in IT. Each "C" contributes to creating messages that
are understandable, efficient, and impactful.
• Final Thought: Whether it’s communicating in a tech support role, presenting a new
product, or simply collaborating with your team, remembering these 7 C’s can prevent
misunderstandings, boost productivity, and enhance relationships in the workplace.
Always aim for communication that resonates with your audience, regardless of its
complexity.
Verbal & Non-Verbal
Communication
 Verbal Communication
❖ Verbal communication refers to the use of words,
spoken or written, to convey a message.
❖ It involves the use of language to express ideas,
thoughts, and feelings.
❖ Verbal communication can take many forms, such
as:
✓ Conversations
✓ Speeches
✓ Lectures
✓ written documents such as letters, emails, and
reports.
Types of Verbal Communication
1. Spoken Communication:
✓ This is the most common type of verbal communication and involves the
use of spoken words to convey a message.
✓ This can take the form of face-to-face conversations, phone calls, video
calls, or any other mode of communication where the message is spoken.
2. Written Communication:
✓ Written communication involves the use of written words to convey a
message.
✓ This can take the form of letters, emails, reports, memos, or any other
written document.
3. Oral Presentations:
✓ This type of verbal communication involves the delivery of a prepared
speech or presentation to an audience.
✓ This can be in the form of a lecture, seminar, or any other formal setting
where the message is delivered orally.
Types of Verbal Communication Cont..
4. Interviews:
✓ Interviews are a type of verbal communication where one person asks
questions of another person to obtain information.
✓ This can take the form of job interviews, media interviews, or any other
setting where questions are asked and answered.
5. Group Discussions:
✓ Group discussions involve the exchange of ideas and information among
several people.
✓ This can take the form of brainstorming sessions, team meetings, or any
other setting where ideas are shared and discussed.
6. Interpersonal Communication:
✓ Interpersonal communication refers to the exchange of information
between two or more people.
✓ This can take the form of casual conversations, social interactions, or any
other setting where people are communicating with each other.
 Non- Verbal Communication
❖ Non-verbal communication refers to the use of body
language, gestures, facial expressions, and other
forms of nonverbal cues to convey a message.
❖ It includes tone of voice, posture, eye contact, hand
gestures, and facial expressions, among others.
❖ Nonverbal communication is often used to
✓ complement or reinforce verbal communication
✓ it can also convey information on its own
• For example, a smile can convey warmth and
friendliness, while a frown can indicate
disapproval or anger.
 Types of Non-Verbal Communication
1. Facial expressions:
✓ Facial expressions involve the use of the face to convey emotions,
attitudes, and intentions.
✓ Examples include smiles, frowns, raised eyebrows, and eye contact.
2. Body language:
✓ Body language involves the use of body movements and gestures to
convey a message.
✓ Examples include posture, hand gestures, and movements of the head,
arms, and legs.
3. Paralinguistics:
✓ Paralinguistics involve the use of tone of voice, pitch, volume, and other
vocal cues to convey meaning.
✓ Examples include tone of voice, pitch, volume, and rate of speech.
 Types of Non-Verbal Communication Cont…
4. Proxemics:
✓ Proxemics involves the use of personal space and distance to convey a
message.
✓ Examples include standing close to someone to show intimacy or standing
farther away to show respect or disinterest.
5. Appearance:
✓ Appearance involves the use of clothing, hairstyles, and other physical
attributes to convey a message.
✓ Examples include wearing a suit to show professionalism or wearing
casual clothes to show relaxation.
6. Touch:
✓ Touch involves the use of physical contact to convey a message.
✓ Examples include a handshake to show trust or a hug to show affection.
Comparing Verbal
with Non-Verbal
Communication
Comparison
1. Form:
✓ Verbal communication involves the use of spoken or written words to convey
a message.
✓ Nonverbal communication involves the use of body language, facial
expressions, and other nonverbal cues.
2. Clarity:
✓ Verbal communication can be clearer and more explicit than nonverbal
communication, as words can be structured in a way that conveys information
directly and unambiguously.
✓ Nonverbal communication can be more ambiguous and subtle, and may
require more interpretation.
3. Speed:
✓ Verbal communication can be faster than nonverbal communication, as words
can be spoken or written quickly.
✓ Nonverbal communication may take longer to convey a message, as it may
involve more subtle cues that require interpretation.
Comparison Cont…
4. Emotion:
✓ Nonverbal communication can be more effective than verbal
communication in conveying emotions, as facial expressions, tone of
voice, and other nonverbal cues can convey feelings and attitudes that may
be difficult to express in words.
5. Culture:
✓ Both verbal and nonverbal communication can be influenced by culture,
but nonverbal communication may be more culture-specific, as different
cultures may interpret nonverbal cues differently.
6. Complementary:
✓ Verbal and nonverbal communication are often used together to convey a
message effectively. Nonverbal cues can provide additional meaning to the
words being spoken, and can help to engage the listener and convey
emotion.
 What is the best
method of
communication?
The best way to communicate depends on the situation and the message
that needs to be conveyed.
✓ Verbal communication is often more appropriate for conveying
complex ideas or information that requires a high level of clarity and
detail. Written communication, such as emails or reports, may be the
best choice for conveying information that needs to be carefully
considered or documented.
✓ Nonverbal communication can be very effective in conveying
emotions, attitudes, and intentions, and can be used to complement
verbal communication. Nonverbal cues such as facial expressions,
tone of voice, and body language can provide additional meaning to
the words being spoken and can help to engage the listener and
convey emotion.
Conclusion
In many cases, the most effective communication involves using
both verbal and nonverbal communication together. For
example, when giving a presentation, the speaker may use
verbal communication to present information in a clear and
organized way, while also using nonverbal cues such as eye
contact and facial expressions to engage the audience and
convey emotion.
Ultimately, the best way to communicate depends on the
situation and the specific message that needs to be conveyed. It
is important to consider the audience, the purpose of the
communication, and the desired outcome when choosing the
best way to communicate.
Lecture Title: Common Errors in English Language Communication

Objective:

• Identify common errors in English language communication.

• Understand how these errors impact effective communication.
• Learn how to avoid these errors to improve clarity and professionalism.

Duration: 2 hours

Outline:

I. Introduction to Communication Skills (15 mins)

1. Definition of communication and its importance.

2. Types of communication (verbal, non-verbal, written, etc.).
3. How language is central to effective communication.

Activity: Ask students to share examples of communication mishaps they have experienced due
to language errors.

II. Common Grammar Errors (35 mins)

1. Subject-Verb Agreement:
a. Singular vs. plural subjects.
b. Examples: He go vs. He goes.
2. Tense Usage:
a. Present, past, and future confusion.
b. Examples: She go to the market yesterday vs. She went to the market yesterday.
3. Articles (a, an, the):
a. Incorrect or missing articles.
 b. Examples: He is teacher vs. He is a teacher.
4. Pronouns:
a. Misuse of subjective and objective pronouns.
b. Examples: Me and him are going vs. He and I are going.
5. Prepositions:
a. Incorrect use of prepositions.
b. Examples: He is in the bus vs. He is on the bus.

Activity: Grammar correction exercises: Provide incorrect sentences and ask students to
identify and correct them.

III. Vocabulary Errors (20 mins)

1. Confusing Similar Words (homophones, homonyms):

a. Examples: Their vs. There, Accept vs. Except.
2. False Friends (words that look similar in different languages but have different
meanings):
a. Examples: Actual (English) vs. Actual (Spanish, meaning "current").
3. Word Choice in Formal Communication:
a. Avoiding informal or slang terms in professional settings.
b. Examples: Gonna vs. Going to.

Activity: Word choice game: Give two words and ask students to select the correct one for a
formal context.

IV. Pronunciation Errors (20 mins)

1. Common Mispronunciations:
a. Sounds that don't exist in some students' native languages (e.g., th sound).
b. Examples: Think vs. Sink.
2. Stress and Intonation:
a. How incorrect stress can change meaning.
b. Examples: Present (noun) vs. Present (verb).
3. Common Regional Pronunciation Differences:
a. Influence of native languages on English pronunciation.
Activity: Pronunciation practice: Ask students to repeat words with commonly mispronounced
sounds.

V. Written Communication Errors (20 mins)

1. Run-on Sentences and Fragments:

a. Example: He went to the store he bought milk.
2. Punctuation Errors:
a. Misuse of commas, periods, etc.
b. Example: Let’s eat, grandma! vs. Let’s eat grandma!
3. Spelling Mistakes:
a. Frequent spelling errors (especially with words like receive and believe).

Activity: Proofreading practice: Give students a short paragraph with errors to correct.

VI. Impact of Language Errors on Communication (10 mins)

1. Misunderstandings and confusion.

2. Loss of credibility and professionalism.
3. Miscommunication in intercultural contexts.

VII. Tips to Avoid Common Errors (15 mins)

1. Proofreading Techniques.
2. Active Listening and Feedback in communication.
3. Language Tools: Dictionaries, spell checkers, grammar apps.

Activity: Group discussion on strategies they use to improve their language skills.

VIII. Conclusion and Q&A (15 mins)

• Summarize the key points.

• Importance of continuous learning and practicing communication skills.
 • Open the floor for questions and clarifications.

Interactive Elements:

• Breakdown and correction exercises.

• Pronunciation practice.
• Group discussions on language experiences.
MEETING MINUTES TEMPLATE & SAMPLE:
Ace Consulting Group

No: 13-27/8/2008
Location: Ann's place

Attending: Ann Miller, Valerie Soares, Tuck Le Ong.

Apologies: Martin - Car broke down

Meeting started: 4.00 pm

Meeting closed: 5.20 pm

Confirmation of minutes: ______________________________

Minutes: Meeting No. 12-24/8/2007 confirmed.

Proceedings: Martin's status report read in his absence.

Ann has confirmed the introduction to the report done.
Val status report OK.
Tuck Le and Ann have drafted the context diagram
Martin's work not done.

Concerns: The group is disappointed with the lack of deliverables from

Martin, despite continued assurances that he would do his share of the
work.
Furthermore the group is concerned that George has withdrawn from
the subject without telling us, which generally shows a lack of regard
for the position he has left us in.
Actions: Ann and Val to work on completing the draft report by Thursday.
Tuck Le to complete Level 0, and review with Val and Ann.
Martin to be contacted by Tuck Le regarding group's concerns.
Tutor to be informed of our concerns regarding George.
Next Meeting: Tuck Le's place - 30/8/08 10.00 am
Ann unable to come because of funeral. Val to bring all her stuff.
Minutes Of Meeting And Agenda Writing

An agenda is a list of topics or activities to be discussed or accomplished during a meeting,

conference, or other formal gathering. It serves as a roadmap to guide the discussion, ensure
productivity, and help participants prepare.

Key Components of an Agenda

1. Meeting Details: Include the meeting title, date, time, location, and duration.
2. Objective: Clearly state the meeting's purpose and desired outcomes.
3. Topics or Items: List the specific issues or tasks to be discussed, in a logical order.
4. Time Allocations: Assign a specific time slot for each topic or item.
5. Presenters or Leads: Identify the person responsible for leading the discussion or presenting
information on each topic.
6. Expected Outcomes: Specify the desired results or decisions to be made for each topic.

Steps to Write an Agenda

1. Define the Meeting's Purpose: Clearly determine the meeting's objective and desired
outcomes.
2. Identify the Topics: Determine the specific issues or tasks to be discussed, and prioritize them.
3. Estimate Time Requirements: Allocate realistic time slots for each topic, considering the
complexity and importance of each item.
4. Assign Presenters or Leads: Identify the person responsible for leading the discussion or
presenting information on each topic.
5. Review and Revise: Review the agenda for clarity, relevance, and feasibility, and make
revisions as necessary.
6. Distribute the Agenda: Share the agenda with all participants in advance, allowing them to
prepare and review the materials.

Best Practices for Writing an Agenda

1. Keep it Concise: Focus on the essential topics and avoid unnecessary items.
2. Use Clear and Specific Language: Avoid vague or ambiguous topic descriptions.
3. Prioritize Topics: Order the topics based on importance, urgency, or logical sequence.
4. Leave Space for Flexibility: Allow for adjustments or unexpected discussions.
5. Use Action Verbs: Use verbs like "Discuss," "Decide," "Review," or "Approve" to describe the
expected outcome for each topic.
I. Introduction

- Discuss the importance of meetings in professional and personal settings.

Example: Explain how meetings facilitate collaboration, decision-making, and problem solving.

*II. Planning and Preparing for Meetings

- Define the purpose and objectives of the meeting.

Example: "To discuss the marketing strategy for the new product launch" instead of "To discuss
the new product."

- Identify the target audience and stakeholders.

Example: Invite team members responsible for marketing, sales, and product development.

- Discuss the importance of:

- Clear agenda setting

Example: Create an agenda with specific topics, time allocations, and expected outcomes.

- Distributing materials in advance

Example: Share relevant documents, reports, or presentations 24 hours before the meeting.

- Setting a specific start and end time

Example: Schedule the meeting from 2:00-3:30 PM to avoid conflicts.

- Choosing the right meeting format (in-person, virtual, or hybrid)

Example: Consider time zones, travel constraints, and personal preferences.

*III. Leading and Facilitating Meetings

- Discuss the role of the meeting leader:

- Setting the tone and agenda

Example: Begin with a clear introduction, review the agenda, and establish expectations.

- Encouraging participation and engagement

Example: Ask open-ended questions, use polls, or encourage brainstorming.

- Managing conflicts and distractions

Example: Establish ground rules, redirect off-topic discussions, and address conflicts promptly.

- Keeping the meeting on track

Example: Monitor time, summarize progress, and adjust the agenda as needed.

- Cover key facilitation skills:

- Active listening

Example: Maintain eye contact, nod, and paraphrase to ensure understanding.

- Clarifying and summarizing

Example: Repeat key points, ask for confirmation, and provide a summary.

- Asking open-ended questions

Example: "What are your thoughts on...", "How can we improve...", or "What are the
implications of...".

- Encouraging feedback

Example: Ask for input, use feedback forms, or schedule regular check-ins.

- Introduce techniques for managing dominant or quiet participants:

Example: Use "round-robin" sharing, set speaking limits, or encourage written feedback.

*IV. Active Participation in Meetings

- Discuss the importance of preparation and engagement.

Example: Review materials, research topics, and come prepared with questions.

- Cover key participation skills:

- Asking informed questions

Example: "What are the key performance indicators for this project?".

- Providing constructive feedback

Example: "I like the idea, but have you considered...".

- Building on others' ideas

Example: "That's a great point, and we could also...".

- Avoiding distractions and side conversations

Example: Stay focused, put away phones, and avoid whispering.

- Emphasize the value of diverse perspectives and inclusive discussion.

Example: Encourage input from all participants, acknowledge diverse viewpoints.

*V. Virtual Meeting Considerations

- Discuss the unique challenges and opportunities of virtual meetings.

Example: Technical issues, time zones, and communication barriers.

- Cover best practices for virtual meeting engagement:

- Using video and audio effectively

Example: Ensure good lighting, audio quality, and minimize background noise.
 - Encouraging participation through polls and chats

Example: Use virtual whiteboards, live polls, or chat boxes.

- Minimizing technical issues

Example: Test equipment, have backups, and establish clear communication channels.
1. Introduction to Modern Communication

● Definition:
○ Modern communication refers to contemporary means of sharing information and
ideas using advanced technologies and platforms.
● Evolution:
○ From traditional communication (letters, face-to-face) to modern methods
(emails, social media, instant messaging).
● Relevance:
○ Speed, accessibility, and interactivity have transformed how people communicate.

2. Types of Modern Communication

Categories:

1. Digital Communication:
○ Email, social media, blogs, and forums.
2. Mobile Communication:
○ Text messaging (SMS), apps like WhatsApp, and mobile calls.
3. Mass Communication:
○ Television, radio, podcasts, and streaming services.
4. Visual Communication:
○ Video conferencing (Zoom, Teams), infographics, and vlogs.
5. Cloud Communication:
○ Tools like Google Drive and Slack for collaboration.
6. AI-Driven Communication:
○ Chatbots, virtual assistants (e.g., Alexa), and automated emails.

3. Impact of Modern Communication

Key Areas of Impact:

● Society:
○ Enhanced global connectivity and access to information.
○ Concerns: misinformation, cyberbullying, and privacy issues.
 ● Culture:
○ Creation of digital subcultures and the evolution of language (e.g., emojis, internet
slang).
○ Challenges: cultural homogenization and loss of local traditions.
● Professional Life:
○ Facilitated remote work, global networking, and e-learning.
○ Concerns: Over-reliance on technology and digital fatigue.
● Media and Journalism:
○ Instant reporting and citizen journalism.
○ Concerns: Decline in traditional media and credibility of sources.

4. Challenges in Modern Communication

Topics Covered:

● Overload of Information:
○ Difficulty in discerning credible sources.
● Digital Divide:
○ Unequal access to modern communication tools globally.
● Addiction and Mental Health:
○ The effects of constant connectivity.
● Cybersecurity Risks:
○ Privacy breaches, hacking, and online harassment.

5. Future of Modern Communication

● Artificial Intelligence (AI):

○ Natural language processing, chatbots, and predictive communication.
● Virtual and Augmented Reality (VR/AR):
○ Immersive experiences in social and professional contexts.
● 5G Technology:
○ Faster, more reliable communication networks.
● Metaverse:
○ A new dimension for interaction, combining VR, AR, and digital spaces.
● Sustainability in Communication:
○ Eco-friendly digital infrastructure and green computing.