COURSE TITLE:

COMMUNICATION
SKILLS

COURSE CODE: B22AH0103

II Semester B. Tech

The art of communication is the language of leadership.

-James Humes
 II Semester- Communication Skills

Course Code Course Title L T P C Hrs./

Course Wk.
Type
B22AH0103 Communication FC 2 0 0 2 2
Skills

Course Description: This course is aimed to develop basic communication skills in English
in the learners, to prioritize listening and reading skills among learners, to simplify writing
skills needed for academic as well as workplace context, to examine that the learners use the
electronic media such as internet and supplement the learning materials used in the classroom.
Course content:

UNIT Syllabus Hours

Functional English: Language as a Tool of Communication, -

1 Effective Communication-Modes of Communication- Email 9
communication - Giving Instructions.

Interpersonal Skills: Traits of good Listener types of Listening--

2 Formal letters (Accepting/ inviting/ declining); Personal letters 9
(Inviting your friend to a function, congratulating someone for his /
her success, thanking one’s friends/relatives, - Process descriptions
(general/specific).
Multitasking Skills: Types of Speaking- Paralinguistic Features-
3 Types of paragraphs (cause and effect / compare and contrast / 9
narrative / analytical); Report Writing (Feasibility/ Project report -
report format – recommendations/ suggestions, PPT)

Persuasive Skills: Reading and Interpretation- SQ3R- Making

inference from the reading passage; predicting the content of a
4 reading passage, - Different types of Essay Writing, applying for a 9
job; Writing a cover letter with résumé / CV.

a.Objectives: The overall objective of the Course is as follows:

1. Develop basic communication skills in English.

2. Emphasize the development of speaking skills amongst learners of Engineering and
Technology
3. Impart the knowledge about the use of electronic media such as the internet and
supplement the learning materials used in the classroom.
4. Inculcate the habit of reading and writing leading to effective and efficient
communication.
b. Learning Outcomes

By the end of the course, the students shall be able to

CO1. Demonstrate speaking ability with clarity, confidence, and comprehension and
communicate with one or many listeners using appropriate communicative strategies
(Speaking Skills).
CO2. Develop the ability to write cohesively, coherently, and flawlessly avoiding grammatical
errors, using a wide vocabulary range, organizing their ideas logically on a topic (Writing
skills).
CO3. Make use of reading different genres of texts by adopting various reading strategies
(Reading Skills).
CO4. Take part in interviews confidently and develop accurate writing skills.
Text books:
1.Thorpe, Edgar and Showick Thorpe. Objective English. Pearson Education, 2013.
2.Dixson, Robert J. Everyday Dialogues in English. Prentice Hall India Pvt Ltd., 1988.
3.Turton, Nigel D. ABC of Common Errors. Mac Millan Publishers, 1995.
4. Ashraf Rizvi, Effective Technical Communication, McGraw-Hill Education (India) Pvt.
LTD., New Delhi, 2018.

References:
1.Bansal, R.K. and J.B. Harrison. Spoken English. Orient Blackswan, 2013.
2.Raman, Meenakshi and Sangeeta Sharma. Technical Communication. Oxford University
Press, 2015.
3.Samson, T. (ed.) Innovate with English. Cambridge University Press, 2010.
4.Kumar, E Suresh, J. Savitri and P Sreehari (ed). Effective English. Pearson Education,
2009.
5.Goodale, Malcolm. Professional Presentation. Cambridge University Press, 2013.
 UNIT 1: FUNCTIONAL ENGLISH

LANGUAGE AS A TOOL OF COMMUNICATION

INTRODUCTION

Mr A.R. Bajaj is the Chairman of Mirch Masala Foods Pvt. Ltd, New Delhi. Since the opening
of its first outlet in Delhi three years back, five more outlets of Mirch Masala have come up in
other cities. Customers walking in at a Mirch Masala outlet are received with a smile,
entertained courteously, and explained the highlights of different food items listed in an
aesthetically-designed menu. Those who visit Mirch Masala appreciate the courteous
behaviour of the attending staff. 'Everyone around seemed so much willing to serve you,' was
how Mr Parsanna, who recently visited Mirch Masala, quipped. On the other hand, Hot &
Sweet Pvt. Ltd, which started almost four years back, is struggling hopelessly. Customers often
complain about the indifferent attitude of waiters. They have named it Hot & Sweet but nobody
is sweet there and nothing is served hot; waiters prefer to keep you waiting before paying you
any attention and speaking to you as though they were the bosses around! You feel so
unwelcomed there' said Mrs Suhasini Roy, who recently dined at Hot & Sweet.

What do you think is the fate of these two fancy food outlets? Would Mirch Masala and Hot &
Sweet move on their way to growth, success, and popularity? We seriously doubt it. It indeed
is quite natural that Mirch Masala is growing but Hot & Sweet seems on its way out.

Yes, we believe that with time, Mirch Masala will grow owing to its good communication
network within and outside the organization. Hot & Sweet, on the other hand, is most likely to
ebb away into anonymity due to a lack of openness, motivation, and proper communication
flow.

The case in discussion highlights the deterministic power of communication in the professional
world. In an age where one has to either communicate or collapse, communication holds the
key to the growth of an organization. The system that fails to recognize the need for effective
communication fails to sustain itself for a long time.

COMMUNICATION-AN OVERVIEW

A blow with a word strikes deeper than a blow with a sword.

-Robert Burton

Living in an atomic world, we are well past an age when the blow of a sword would pose a
considerable threat to us. Today, verbal blows appear mightier than physical ones. Not just
that, words both written and spoken have acquired a significantly crucial and almost decisive
force in contemporary times. Essentially, ours is a society that moves on the wheels of
communication. Particularly in the professional world, it is communication and its related skills
that decide a person's career curve. The better one's communication skills, the higher the
chances for him/her to touch the zenith of success. The poorer one's communication skills, the
greater the possibility of not achieving one's goals.

Actually, nothing happens in the professional world without communication, though it is only
a means and not the end. Still, it is communication that propels the management process and
serves as a lubricant for its smooth operation. It helps professionals in their five major
managerial tasks, namely planning, organizing, executing, staffing, and controlling. Since
every organization is a social system that involves interaction among people working at
different levels, proper communication among them becomes necessary for achieving the goals
of an organization. In a way, it is communication that defines the existence of an organization
in contemporary times. When communication crumbles, the organized action comes to an end.
Communication, thus, is vital to the survival, sustenance, and growth of an organization.

It is so because in a professional world, what professionals do most of the time is communicate.

The necessity and importance of communication skills can be gauged from the fact that
professionals spend nearly three-fourths of their working time communicating their ideas,
views, and plans to others. Communication in the professional world occupies such a pivotal
position that there hardly exists an activity in the business and industry that does not require
communication to play any role. Consequently, the organization that disregards its importance
cannot compete and survive in a demanding professional world that more than anything else
demands its incumbents be articulate, expressive, and communicative.

Understandably, therefore, while selecting a new recruit, one of the first things that companies
look for in an individual is the person's ability to communicate effectively with others. Our
communication skills thus have the potential to make or ruin our fortune.

It is precisely to address this professional need that we need to master the various aspects of
communication skills. However, before we proceed further, let us make an effort to acquaint
ourselves with the other nuances of the term communication, starting with its definition
process, and features.

DEFINITION OF COMMUNICATION

Communication has been defined by many theorists; some of these definitions are quoted here.

• Communication is a process of passing information and understanding from one person

to another. -Keith Davis
• Communication is any behaviour that results in an exchange of meaning.
-The American Management Association
• Communication may be broadly defined as the process of meaningful interaction
among human beings. More specifically, it is the process by which meanings are
perceived and understandings are reached among human beings.
-D E McFarland
• Communication is the process by which information is passed between individuals
and/or organizations by means of previously agreed symbols. -Peter Little

Communication, the buzzword in today's world, originates from the Latin word communico or
communicare, which means 'to share’. Various researchers and analysts define the term
'communication' in their own way. Despite their different versions, it can be briefly summed
up that 'communication essentially means the transfer of ideas, feelings, plans, messages, or
information from one person to another. Obviously, however, communication is considered
effective only when it gets the desired action or response.

PROCESS OF COMMUNICATION
Communication is a process whereby information is encoded, channelled, and sent by a sender
to a receiver via a medium. The receiver then decodes the message and gives the sender
feedback. All forms of communication require a sender, a channel, a message, a receiver, and
the feedback that effectively winds up the process. Communication requires both the sender
and the receiver to have an area of communicative commonality.
However, sometimes there occurs a hindrance in the communication process, which is called
noise. Noise can be defined as an unplanned interference in the communication environment,
the one that causes hindrance to the transmission of the message. It may mainly occur due to
disturbance in the channel/medium and/or some kind of error in the message sent.

Before we go further, it is important for us to understand how general-purpose communication

differs from professional communication. The following table highlights the basic differences
between these two types.

Differences between General and Professional Communication

General Communication Professional Communication

Contains general message Contains a formal and professional
Content
message
Nature
Informal in style and approach Mostly formal and objective

Follows a set pattern such as

Structure No set pattern of communication
the sequence of elements in a report

Method Mostly oral Both oral and written

Always for a specific audience, e.g.,

Audience Not always for a specific audience
customers, banks, etc.
Frequently involves jargon, graphics,
Does not normally involve the use of
Language etc. for achieving the professional
technical vocabulary, graphics, etc.
purposes
IMPORTANCE OF COMMUNICATION

The following factors make communication indispensable in the world of business.

Growth

Due to the emergence of multinational companies, large business houses usually operate both
within and outside the country. The head office of a large corporate maintains a thorough and
up-to-date knowledge of the various activities at each of its branch offices. It keeps them well-
acquainted with the activities of all the centres, which in turn establishes a link among its
various branches and leads to the growth and smooth running of the entire business.

Complexity

This is an age of specialization and therefore, even in a single organization different activities
such as planning, production, sales, stores, advertising, financing, accounts, welfare, etc., are
handled by different departments. If these departments do not communicate with one another
as well as with the management, there will be no coordination among them. For instance, when
production is fully geared up, stores may report a shortage of raw materials. Similarly, the
finance department has to apprise the other departments regarding its constraints, which might
have been the result of recent fluctuations in the market. In fact, all the departments and units
of an organization have to go hand in hand to achieve its goals and for that, they need to keep
communicating with one another.

Competitiveness

Items of common consumption, such as tea, cigarettes, soaps, blades, clothes, etc., are available
in a dozen brands today. Marketing research suggests that firms which communicate better sell
better. The better the communication skills of a salesperson, the larger the number of customers
he/she can attract. Salesmanship is primarily an art of communication. Besides, companies
keep competing with one another through advertisements and other propagandist strategies for
securing a higher position in the market. All this involves communication at every step.

Harmony

Trade unions believe in bargaining with the management and insist on the protection of the
rights and dignity of the workers. The management and such unions share a delicate
relationship and without proper communication between the two, no harmony can be expected
to exist in an organization.

Understanding and Cooperation

If there exists good communication between the management and employees, it will bring
about an atmosphere of mutual trust and confidence. Only when the employees know exactly
what is expected of them, can the management utilize their potential and make up for their
limitations. Through effective communication, employees get job satisfaction and develop a
sense of belongingness with the enterprise which ultimately helps the organization grow well.

PURPOSE OF PROFESSIONAL COMMUNICATION

Professional communication aims at achieving the following objectives:

Advising: However competent a professional may be, he/she cannot have specialized
knowledge of all the branches such as licensing, taxation, publicity, engineering, etc. To
succeed in his/her job, he/she will have to seek frequent advice. Also, the junior employees
need to be advised by the supervisory staff on how to go about doing their jobs. Proper and
timely interaction with experts in the related areas helps the management take wise steps and
grow.

Counselling: Even an efficient employee may become slow and indifferent if he/she is facing
personal problems at home. Such employees are encouraged to consult the counselling
department. Through effective communication, employees and workers share their concerns,
ventilate their problems and thus are restored their mental and physical health.

Giving orders: Order is an authoritative communication. It is a directive to somebody, always

a subordinate, to do something, to modify or alter the course of something he/she is already
doing, or not to do something. Whatever the nature and size of an organization, orders are
absolutely essential. Ordering without bullying, however, is an art that requires effective
communication skills.

Providing instructions: Instruction is a particular type of order in which the subordinate is

not only ordered for a particular job but also given guidance on how to go about doing it. All
instructions are orders, but all orders need not be instructions. Regardless of the fact that the
management intends to give instructions or issue orders, effectiveness in communication is
mandatory if the right impact is desired to be created.

Marketing: Just as marketing is crucial to all businesses, effective communication holds the
key to marketing itself. Since the entire function of marketing rests on communication, it is
hard to imagine any of its operations getting through without effective communication.
Sometimes companies also hire consultants for obtaining the right suggestions related to their
various operational aspects. If not properly communicated, suggestions can be turned down.

Persuading: Persuasion may be defined as an effort to influence the attitudes, feelings, and
beliefs of others or to induce action based on that. Buyers have to be persuaded to buy products.
In factories or offices, the lazy, the incompetent, and the disgruntled workers have to be
persuaded to do their work. It is effective communication alone that can inspire indolent and
uninterested people and keep them persuaded towards achieving the common objectives of an
organization.

Giving warnings: If employees do not abide by the norms of the organization or violate rules
it may become necessary to warn them. The warning is a forceful means of communication for
carries with it a sense of urgency. Sensitive in nature, warnings need to be communicated well
so that impact is properly created and not exaggerated.

Raising morale: Morale stands for the mental health of all individuals and hence is important
for the growth of an organization. Morale to be maintained only through effective
communication among professionals and hence within the organization-actually is a powerful
and intangible factor representing the sum of several qualities, such as courage, determination,
clarity, and confidence. It acts as a kind of lubricant among people, binds them with a sense of
togetherness, and impels them to work in cooperation with one another in the best interest of
their organization.
Staffing: Communication is needed in the recruitment process to rope in potential employees
of merit to work for the enterprise. The recruits are told about the company's organizational
structure, policies, and practices. This way, proper communication helps the new entrants
associate themselves with the organization and utilize their potential effectively. This also
promotes proper delegation of work among employees. Thus, in such situations too,
communication helps in building a good image of an organization.

Projecting image: Communication is of vital importance in projecting the image of an

enterprise in the social environment that is affected by the information which elite groups and
the wider public have acquired about its goals, activities, and accomplishments. One can hardly
wonder at the meticulousness with which all the brochures, advertisements, notices,
announcements, and circulars that are made public are written and designed by the
organizations Understandably, all important documents are ruthlessly revised and edited
linguistically until they help the organization achieve the objective of carving and retaining a
positive image.

Preparing advertisements: No matter how good a product is, it cannot succeed without effective
advertising. Advertising is done through newspapers, magazines, television, billboards, the
Internet, pamphlets, cards, etc. Without effective communication, persuasive and catchy
advertisements and publicity material can neither be conceived nor created to achieve the
desired objective.

Making decisions: Communication also has an important function in solving both simple and
complex problems and making accurate decisions to positively influence organizational
performance. If not properly communicated, even a good decision may sound like a bad slip.

Getting feedback: The receiver’s reaction to the message is also a form of communication back
to the sender. Through this mechanism, companies know how much they sell, what public
opinion has been formed about their product, and what the customers feel about their products.
Good companies also seek feedback with regard to the satisfaction of the employees serving
them. It helps them remove the unnecessary cobwebs arising out of the ills of hierarchy and
achieve the purpose within an organization.

Thus, communication is like a two-way street that entails the relationship between the sender
and the receiver both in day-to-day and business communication. In this process, a cycle of
communicating messages is formed between the sender and the receiver.

EFFECTIVE COMMUNICATION
Effective communication is a process of exchanging ideas, thoughts, knowledge and
information such that the purpose or intention is fulfilled in the best possible manner. In simple
words, it is nothing but the presentation of views by the sender in a way best understood by the
receiver.

CHARACTERISTICS OF EFFECTIVE COMMUNICATION

Pre-thinking: Pre-thinking about the message is an important quality of effective

communication. It enables the sender to develop a creative message and transmit it efficiently.

Specific Objective: Communication occurs with specific objectives. Therefore, the

communicator must know the objective of communication and must arrange the message
accordingly.
Timeliness: The usefulness of any message depends on its timely transmission. If the message
is not transmitted at the appropriate time, its utility is lost. So, the communicator should
consider the time of communication.

Conciseness: Another important quality of effective communication is that the message should
be concise. A concise message is one that contains only relevant and necessary facts to avoid
repetition and organize properly.

Completeness: Effective communication transmits a complete message so that the receiver can
understand the full meaning of the message. The sender should not sacrifice completeness to
attain conciseness.

Correctness: Effective communication contains only the correct messages. False, manipulated,
and exaggerated information irritates the receiver and makes communication ineffective.

Persuasiveness: Persuasiveness is an important quality of Effective communication. It helps to

develop a positive attitude of the receiver towards the message.

Concreteness: Communication becomes effective when it excludes irrelevant facts.

Concreteness is essential to express the communicator’s view to the receiver unambiguously.

Feedback: Effective communication always keeps the provision of feedback. Feedback ensures
that the message has reached the intended receiver.

Mutual Interest: When communication considers the interest of both the sender and receiver, it
is treated as effective communication. If the message ignores the interest of the receiver,
communication may fail to attain its goal.

Use of Appropriate Language: Effective communication always uses appropriate language.

Appropriate language avoids ambiguous and complex words, misleading non-verbal cues,
technical jargon, poetic words, etc.

Consider the Receiver: An effective communicator thinks about the receiver’s knowledge,
ability, interest, origin, etc. This increases the utility and acceptability of communication.

Use of Appropriate Media: Selecting suitable media is essential for successful communication.
The sender should select the written or oral media depending on the nature and importance of
the message, availability of time, cost, receiver’s ability, etc.

Emphasizing Informal Relationship: The communicator requires giving attention to

establishing informal relationships with the receiver along with the formal relationships as it
ensures the success of communication.

Effective Listening: The communicator is also an effective listener. He has to listen attentively
to the response of the receiver. Therefore, the sender should possess the ability to hear the
receiver’s response attentively with due patience.

ROLE OF EMOTIONS IN COMMUNICATION

Emotions are vital to human life. An integral part of all human interactions, emotions decide
the very essence of it characterizing the tone, colour, purpose, and intent of a message Since
emotions play a major role in the entire communication process, we should know how
important or intrusive they can be. Emotions are felt intrapersonally, expressed interpersonally,
and have a lasting impact on the entire communicative tapestry we weave with the help of
words. Whether we wish to display them or not, emotions radiate our thoughts, express our
feelings, reflect our perspectives, and reveal our prejudices more often than not. Functioning
as a stimulus, they also trigger a reaction or response from others. Since emotions are central
to all interpersonal relationships, it's important to know what causes and influences emotions
so we can better understand our own emotions and respond appropriately to others when they
display their emotions.

Understanding our and others' emotions becomes an important skill in the overall process of
communication. Such emotional intelligence helps us develop as effective communicators.
Remember, underplaying our emotions may expose us as a bland communicators, while
overplaying them may suggest a lack of equanimity in you. This may, in turn, characterize the
response of your co-communicator and hence may affect the quality of your interactions, and
even personal or professional relations with them.

Emotionally aware people experience greater success in their careers and a greater sense of
well-being in their personal lives. Studies have shown that success doesn't lead to emotional
health and happiness, but rather the other way around. The emotionally healthy people
experience positive moods and feel more confident, optimistic, energetic, and sociable. These
factors lead to greater success in many different aspects of life.

Though emotions are created by us, managing them is not a simple task. In fact, managing
emotions largely depends on managing stress. Since modern-day living keeps triggering
unwarranted stressful responses, negotiating emotions becomes an uphill task. Therefore,
healthy thinking, thought-provoking reading, taking regular exercises, socializing, and
meditating car work as effective stress busters. Eventually one can achieve a stage where
getting to understand the creation of stressful emotions within us becomes possible, which in
turn can help us negotiate our emotions in a better way.

When one knows how to maintain a relaxed, focused state of emotional awareness even in
trying circumstances, one can maintain emotional equanimity and engage oneself in the task of
communication in an emotionally controlled and poised manner.

ROLE OF INTER-CULTURAL COMMUNICATION

The way we communicate is determined strongly by the culture we are groomed in. There are
several aspects of communication which differ from culture to culture. Such cultural
differences may determine how loud or low we talk; the directness with which we speak; the
number of emotions we express in various situations; the use or avoidance of silence; the
prevalence or absence of a particular non-verbal or verbal peculiarity and a series of defining
signal which we emit through our manners, facial expressions, posture, eye contact, tone, and
pitch of our speech. Interestingly, all this may be misconstructed in an altogether different
manner, depending upon the respondent’s own upbringing and cultural variety. It is because of
this variegated cultural confluence at the workplace that creates significant challenges to
effective communication beyond the obvious barriers.

These days, companies are doing business more and more in a global context. The people that
matter in any business including the suppliers, the clients, and the employees may belong to
different cultures and may even be located in foreign countries. The need for effective and clear
intercultural communication is becoming vital in securing success in today’s global workplace.
A greater understanding of intercultural differences, etiquette, protocol and communication
will certainly lead to a much higher probability of achieving business goals.

Another interesting aspect of multiculturalism is the inter-culture of people from both the
hemispheres of the earth which throw up unique communication challenges owing to their
diverse cultural nuances. Some of these cultures, such as the English-speaking and the North
European cultures may be regarded as belonging to individualistic cultures, with each of whom
enjoying simultaneous memberships in numerous overlapping, informal, loose groups that they
join, and leave when convenient. Churches, companies, business associations, social clubs,
sports clubs, civic associations, political groups, etc., today actually become manifestations of
a culturally kaleidoscopic world. In such a flux, obligations for associations and bonding to
other groups are weak, and loyalty is neither required nor highly valued. Common rules of
polite behaviour apply equally to group members and non-group members. Relationships with
strangers are easily formed and dissolved, and friendship groups are casually replaced and re-
formed. Individuals assume as primary their rights to self-expression, self-realization, and self-
protections.

On the other hand, highly group-oriented cultures, such as most East and South Asian, South
American, Middle Eastern, Eastern European, and sub-Saharan countries, can be seen as a
collection of strong groups, starting with close family ties and extending to other blood
relatives, school groups, work and military units, community groups. In-group interaction is
heavily circumscribed. Individuals are bound to their groups by heavy obligations and strict
rules of intra-group relationships; loyalty is required and highly prized. Friendships exist
primarily within groups, are formed with serious intent, and imply increasing reciprocal
obligations.

METHODS OF COMMUNICATION

There are various methods used for communication. Communication between two people or
groups of people can take place verbally or non-verbally in a formal or informal setting. This
can be done within an internal setting or with the world outside. Let us understand these
methods in detail.

Verbal Communication, Written and Non-Verbal Communication

Verbal Communication
Verbal communication is communication done orally between people. If done properly, it helps
both parties involved understand each other better. The biggest advantage of verbal
communication is that it provides immediate feedback to the sender of the message. It also
gives a personal touch to communication. Certain aspects like gestures, facial expressions,
voice modulation, tone, making the other person at ease, etc., can all be done using verbal
communication. In fact, the sender can even modify his/her message based on the feedback
he/she gets during the conversation. This method of communication is given less preference
over written communication in business scenarios because any mistake made during a
conversation, is difficult to correct.

Written Communication
Written communication is a widely used form of communication. The biggest advantage of
written communication is that it leaves a permanent record. It, therefore, facilitates organized
messages to be communicated. However, unlike oral communication, the sender does not get
instant feedback for his/her message. Also, he/she cannot add a personal touch to the message.
This form of communication is preferred in business scenarios because it leaves proof of the
communication and ensures formality and correctness in formal correspondence.

Non-Verbal Communication
The third category of communication that is used widely but seldom recognized, is non-verbal
communication. This refers to communication done through gestures, facial expressions, eye
contact, touch, tone of voice, dress, space between the people communicating, and ambience,
to name a few. Even while sitting quietly, two people can communicate using one of the
aforementioned forms of communication. Let us now study various forms of non-verbal
communication in detail.

Kinesics
Kinesics refers to communication through the body language of the parties communicating.
Sometimes people use signs for communicating their message. For example, when a boss
gestures a thumbs up to his/her colleague, it could mean that he/she liked the idea or is giving
him/her a go-ahead.

Sometimes during a conversation, a person may pound the table to express anger or
disagreement over something. Though this is a negative form of expression, it is still not
uncommon.

Think of the stare that your father may have given you when you may have said something
inappropriate. This is another example of non-verbal communication through affective
displays.

Many times, during face-to-face interaction, people may nod to show their agreement or even
disagreement over what is being discussed. This nodding too delivers the message without the
use of any words.

During interviews or situations where a person is uncomfortable, some people are seen shaking
their legs, constantly. Such body language clearly shows nervousness or a lack of confidence
in the person shaking his/her legs. Therefore, even without the person realizing that he/she is
communicating something, the message is sent to others around him/her.

Paralinguistics
Paralinguistics refers to spoken communication through changes in the rate of speech, accent,
volume, voice modulation, pitch, and fluency. It is not only what is being said that is important
but also how it is said plays a role in communication. For example, a simple sentence like
“Come here!” can be said authoritatively or endearingly, depending on the tone of voice of the
sender.

Proxemics
Ever wondered how some people stand very close to another person while talking? Some
people may be okay with it, while others may take offence. This aspect of communication is
called proxemics. This aspect of communication goes as far as to study the impact of objects
around the room where people are communicating. For example, if during a meeting, a fountain
is kept in the room, people may get distracted. Not only the objects in a room, but the room
itself can also have an impact on a conversation. Imagine an interview taking place in an office
cafeteria. How comfortable would the interviewee be? Compare this situation to giving an
interview in a closed room only in the presence of the interviewer. The answer is a no-brainer.
Chronemics
Chronemics refers to communication using time as a factor. For example, A boss who comes
to the office on time every day, subtly communicates to his/her employees that they too are
expected to be on time every day.
To conclude, we can say that non-verbal messages are as important or sometimes even more
important than their verbal or written counterparts. Therefore, while communicating, especially
in professional settings, non-verbal gestures should also be taken care of.

Formal and Informal Communication

Formal communication refers to communication taking place through pre-planned channels in
an organized setting. On the other hand, informal communication refers to casual conversations
in a personal setting or even in formal settings. For example, communication between team
members during a meeting is formal communication. Later on, when these team members form
sub-groups and discuss about the meeting casually, it is informal communication.

Formal communication may be more time-consuming than informal communication, but it has
the advantage of having proof later on unlike its informal counterpart. Even though one may
be tempted to undermine the importance of informal channels of communication, they are
equally important. Many a time, relationships are built over such casual conversations; some
crucial ideas come up; sometimes a colleague may even extract some information from another
only to be used later on. Therefore, one must always be careful while communicating when in
a formal setting, irrespective of the method.

Internal and External Communication

Communication can also be categorized on the basis of location or the relationship with a
person or an organization. Any communication done within an organized set-up like an
organization or a department or even a team is internal communication. On the other hand,
communication is done with people outside an organized setup, i.e., an organization is an
external communication.

External communication is always formal because, in these types of communications, a person

deals with external parties that may quote the person later on. On the other hand, internal
communication can be both, formal and informal.

EMAIL COMMUNICATION

INTRODUCTION
Electronic mail (e-mail) is the medium of communication that sends and receives messages
through specially designed computer networks. With the revolution in information technology
along with the rapid growth of the Internet, e-mail has become the most popular communication
medium. More and more people are spending time on the Net sending e-mail messages. There
is no doubt that due to its high speed, low cost, and efficiency, e-mail is today one of the most
important channels of communication.

Like business letters and memos, e-mail messages help to reinforce professional and business
relations. Everyday business dealings and ordinary activities of business would not be possible
without e-mail. E-mail can be used both as a means to reach out to people outside an
organization, and to send information within an organization. It is used within organizations
through specially designed internal computer networks.

We need effective e-mail writing skills because e-mail can be an important communication
channel between us and our peers, subordinates, superiors, other colleagues, customers, and
several other people we interact with regularly. We may have to write a number of e-mail
messages every day. As e-mails are faster than letters and memos, they are used for quick
transmission of information and ideas. They serve several purposes, which may include:
• Conveying routine information, such as new products or services being introduced, new
policy changes, the introduction of new procedures, new market strategies being
followed, and so on
• Requesting information or additional resources
• Inviting the reader to business meetings, conferences, seminars, workshops, or
symposiums
• Containing proposals or requests for proposals
• Seeking explanations or clarifications
• Describing problems
• Persuading the reader to take an action
• Giving feedback, suggestions, or recommendations.

ADVANTAGES OF E-MAIL

Speed
Speed is the main advantage of using e-mail. Unlike regular mail, which may take days or even
weeks to reach its destination, e-mail reaches its destination instantaneously. A message can
be sent quickly to anyone anywhere in the world. Distance is immaterial. Just type the
name/names and e-mail address/addresses of the recipient and click the mouse on the send
button, and your message goes.

Low Cost
Low cost is yet another advantage of using e-mail. As sending e-mail does not involve printing
and copying, it is less expensive than any other channel of communication (that is, postal mail,
telephone, fax etc.). Ten e-mail messages may be sent in ten minutes and the only cost would
be that of using the internet. Moreover, the size of the message or the distance to the recipient
does not affect the cost.

Quick Distribution
E-mail makes distribution quick and easy. Messages can be sent to more than one person at the
same time. There is no wasting of time and no repetition.

Flexibility
E-mail allows complete flexibility during composing and drafting. While using e-mail, the
sender may edit, revise, modify, and redesign his/her message without printing and copying it.
He/ She can easily reshape e-mail messages before sending them. Moreover, he/she has the
flexibility to receive or compose e-mails at his/her convenience.

Easy Attachments
It is easy to attach files, photographs, clippings, drawings, video clips, sound recordings, and
so on to an e-mail. For example, resumes, scanned copies of testimonials, transcripts, and other
documents can be attached to job application e-mails.

Easy Upward Communication

E-mail is less formal and structured than letters and memos. It is normally in the form of private
dialogue, where the sender wants to say something and expects a response to the message.
Thus, e-mail promotes easier upward communication. While using e-mail the sender need not
worry about a formal and fixed style of communication. He/ She may follow the norms of any
set pattern of writing and is free to choose any style or pattern that suits the content.
WRITING EFFECTIVE E-MAILS

Characteristics of Effective E-Mail

Professionals need to use e-mail frequently. In fact, the use of e-mail for business and
professional communication purposes continues to expand due to its tremendous advantages.
It has become the most common professional communication medium. It is replacing printed
memos in several organizations by playing a more important role in the dissemination of ideas
and information. Good e-mail messages share certain characteristics, which include
conciseness, accuracy, clarity, conversational tone, and a single theme.

Concise
Conciseness is the most important characteristic of a successful e-mail message. An e-mail
should not contain unnecessary information. Unnecessary explanations, repetitions, wordy
expressions, and exaggeration should be avoided. Ideas should be organized in such a way that
the e-mail makes its point with the fewest words possible. The reader may not be interested, or
have the time, for a very long and detailed message.

Correct
Accuracy is crucial to successful e-mail writing. Correct format and structure should be used.
Correct e-mail addresses should be written. Messages may bounce if an incorrect e-mail
address is written. The content of the e-mail should also be checked for factual accuracy. E-
mail messages should be edited for spelling, punctuation, and grammar mistakes.

Clear
E-mails should be simple and clear. An unclear and vague e-mail may be immediately deleted.
Simple, familiar, direct and specific words, appropriate linkers, and transitional signals should
be used to form short sentences and paragraphs.

Conversational Tone
The tone of e-mail messages is usually formal but conversational. It is better to use a tone
which gives a personal touch to e-mails. However, one should avoid being too informal or
emotional. The challenge is to maintain professionalism without being too formal. Although
first-person pronouns (that is, I, we) and conversational contractions (you’ll, he’ll, she’ll, can’t,
don’t, doesn’t, etc.) may be used, standard writing techniques should be used and professional
writing conventions followed.

Single Theme
A successful e-mail message deals with only one topic. In order to be purposive, you need to
focus on a single theme. Develop a single theme logically, subordinating related ideas.

E-Mail Structure
Formatting e-mail messages demands awareness of current e-mail conventions and standard
practices. In order to write an appropriate e-mail, it should be formatted correctly. Standard
writing conventions should be followed. When we receive an Internet e-mail message, it
usually contains many lines before the beginning of the actual text. These lines consist of the
“header” of the message. Most of it is a record of the path the message took from the sender’s
computer to the reader’s computer. Headers also often contain a time and date stamp and an
indication of whether files are attached to the message.
The three most important pieces of information in the header are the e-mail addresses of the
sender and the recipient, and a subject line that tells what the message is about. All e-mail
messages contain these three pieces of information.

When a person sends an e-mail message, the program usually inserts him/her name, and returns
the e-mail address, and date automatically. Therefore, the sender need not type his/her name,
e-mail address, and date again. He/ She just needs to fill in the “To” line with the recipient’s
email address, the “Subject” line with a clear and concise description of the subject of his/her
message, and the CC line with the e-mail address of anyone who is to receive a copy of the e-
mail message, and the BCC line with the e-mail address of anyone who is to receive a blind
copy of your e-mail message.

The E-mail includes the following:

• Heading
• Salutation
• Body
• Closing
• Signature

Heading The heading segment of an e-mail includes the following six elements:
• Date
• From
• To
• Subject
• CC
• BCC

Date
The Dateline indicates the date the e-mail was written. It includes the day, month, year, and
exact time. While sending an email message, the date line usually appears automatically.
Examples:
Date: Sat, 6 March 2014 12:58:20 + 0100(BST)
Date: Sun, 16 May 2014 07:37:58 –0600
Date: Mon, 19 July 2014 15:01:19 +0400
Date: Wed, 4 Aug 2014 13:16:36 +0100(BST)

From
The From line contains the sender’s name and e-mail address. The name does not include any
personal title such as Ms., Mrs., Mr., or Dr While sending an e-mail message, the return address
usually appears automatically.

Examples:
From: “Tony Bright” <[email protected]>
From: “Christine Coombe” <[email protected]>
From: “ashraf rizvi” <[email protected]>
From: “Ian Robertson” <[email protected]>

To
The To line includes the recipient’s e-mail address.
Examples:
To: <[email protected]>
To: <[email protected]>
To: <[email protected]>
To: <[email protected]>

Subject
The Subject line summarizes the topic of the e-mail in a few words. It includes clear and
complete information about the theme of the e-mail in phrase form.
Examples:
Subject: TACON 2014 Proposal
Subject: Return from Extraordinary Leave
Subject: TCS Annual Conference 2014
Subject: Confirmation of participation in SAARC 2005 seminar on Information Technology

CC
The CC line (carbon copy) may include the e-mail address of anyone who is to receive a copy
of the e-mail message. It is an optional line.
Examples:
Cc: [email protected]
Cc: [email protected]
Cc: [email protected]
Cc: [email protected]

BCC
The BCC line (blind carbon copy) may include the e-mail address of anyone who is to receive
a blind copy of the e-mail message. The e-mail address(es) mentioned in the BCC line would
not visible to other recipients in the To or CC fields. It is an optional line. Examples:
Bcc: [email protected]
Bcc: [email protected]
Bcc: [email protected]
Bcc: [email protected]

EMAIL HEADING

Salutation
A salutation should be used, as in the following figure, if e-mail is being used as a means to
reach out to people outside the sender’s organization. The same name as in the ‘To’ line can
be used with a personal title such as Ms., Mrs., Mr., or Dr. However, salutation may be omitted
if the e-mail is being used to send information inside the sender’s organization.
Examples:
Dear Dr Bright,
Dear Professor Vaughan,
Dear Maya
Dear Beth Wiens,

EMAIL SALUTATION

Body
The body of an e-mail message describes, explains, and discusses the central idea of the e-mail.
The content of the e-mail should be organized carefully. The first paragraph may begin with a
friendly opening followed by a statement of the main point. The next paragraph should begin
by justifying the importance of the main point. In the next few paragraphs, justification should
be continued along with background information and supporting detail. The closing paragraph
should restate the purpose of the e-mail and, in some cases, request some type of action.

Closing
An external e-mail message may be concluded with an appropriate closing such as Best regards,
Kind regards, Regards, Sincerely, Yours faithfully, Thank you and regards, All the best, and
so on.

Signature
The signature line in an e-mail message generally contains only the writer’s name. However,
it can also contain the title and organization of the sender.

EMAIL STRUCTURE
Standard E-Mail Practices
As e-mail messages are systematic attempts to collaborate with colleagues and other
professionals standard e-mail practices need to be followed. The following suggestions will
help in organizing and presenting e-mail messages systematically. Follow Established e-mail
Conventions Every organization maintains certain norms regarding electronic communication.
Some organizations may consider certain messages inappropriate for the company’s e-mail
system. In most organizations, e-mail is not used to send confidential messages such as
confidential employee reports, company secrets, matters related to organizational business,
sensitive personal business dealings, and so on. It is important for us to be familiar with the
established e-mail conventions of the organization we work in. As a rule, e-mail is not used to
send confidential, complex, embarrassing or sensitive information. As e-mail creates a
permanent record that can be used against the sender, it should not be used to convey anything
that should not be made public.

Check Mailbox Regularly

As speed is the main advantage of using e-mail, everyone wants quick response to his/her e-
mail. We should check our mailbox regularly so that we can read every e-mail message sent to
us and respond swiftly. In case, we cannot respond because we do not have enough information,
an acknowledgement should be e-mailed.

Be Correct
Many people tend to be casual while sending e-mail messages. Special care should be taken
about the accuracy, which includes, both, the accuracy of information as well as the accuracy
of presentation. It is very important that the sender assures himself/herself of the accuracy of
the information he/she is sending before clicking the send button. The following should be
double-checked:
• The electronic address/addresses of the receiver
• The subject line
• Basic content of the e-mail message
• The attachments.
Also, it is important to review, edit, and revise e-mail messages in order to improve their quality
of presentation. E-mail messages should be reviewed to analyze whether they can achieve their
purpose. They should be edited to correct their format, mechanics, grammar, spelling, and
punctuation. The spelling and grammar check may be used.

Be Brief: E-mail may be used effectively to convey non-sensitive simple messages. E-mail
may not be very suitable for conveying complex or sensitive information. So, e-mail messages
should be short. No one likes to read very lengthy e-mail messages. Unnecessary information,
wordy expressions, repetitions, and exaggeration should be avoided. The e-mail message
should make its point in the fewest words possible and sentences and paragraphs should be
short.

Be Formal: E-mail is a formal channel of communication and formal language should be used.
Standard writing techniques should be used and professional writing conventions should be
followed. Standard English should be used and informality should be avoided even if the sender
knows the receiver very closely. Emotional expressions, informal words, personal remarks,
humorous statements, jokes, and so on should be avoided. The main purpose should always be
borne in mind, and distractions should be avoided.

Maintain Readability: In order to make a message easy to read, the sender must be able to
visualize the computer screen while composing the e-mail message. Design elements such as
introductory summaries, headings, side-headings, listings, and so on may be used in order to
improve the readability of longer e-mail messages. These days many people read their e-mails
on mobile phones or tablets. Therefore, readability should be taken care of.

Care About Tone: Using a tactless or negative tone can lead to confusion and
misunderstanding. A formal but conversational tone, which gives a personal touch to your e-
mail is preferable. The sender must adapt his/ her expression to the demands of the situation
and the needs of his/her readers. First-person pronouns (I, we) and conversational contractions
(you’ll, he’ll, she’ll, can’t, don’t, doesn’t.) may be used.

E-MAIL WRITING STRATEGIES

Like letters and memos, e-mail messages are systematic attempts to address key issues and
solve problems by quick transfer of information and ideas. As e-mail can be an important
communication channel between the sender and his/her colleagues, peers, subordinates, seniors
and customers, e-mail messages need to be organized and presented systematically. Although
the sender may have to write an email message at a short notice and may not get time to go for
detailed planning, a few e-mail writing strategies need to be adopted to help in writing effective
e-mail messages.

Sending an E-Mail
In order to write an effective e-mail message, the sender should identify the problem that led
to the writing of the e-mail message and analyze his/her audience to understand their needs.
He/ She should determine the scope of the message, and prepare an outline of the main points
that he/she wishes to include in the e-mail. Once the sender has determined what he should
cover in his/her e-mail, he/she may organize his/her message by selecting an appropriate
organizational pattern, direct pattern or indirect pattern. The sender may then write the first
draft. After reviewing and revising the first draft, the final draft can be written.

Responding to an E-Mail
If a response to an e-mail message has to be written, the message should be read carefully to
understand what the writer wants. After determining the scope of the message and organizing
the message, the first draft may be written. The draft is reviewed, then revised and edited to
compose the final draft.

SAMPLE EMAIL
GIVING INSTRUCTIONS

Giving clear and concise instruction is a vital step in becoming a good communicator. If you
don’t give clear instructions, soon you will realize that almost everyone listening to you is
confused. This situation can lead to failure in effective communication.

Imperative form: You should use the imperative form when providing directions. The
imperative form is comprised of only the verb without any subject, and it tells someone directly
what to do. Here are some examples of the imperative from the dialogue.

• Take the blue line.

• Continue going straight.
• Change to the gray line.
While you would not use the imperative form in normal polite speech as it is considered too
abrupt, it is appropriate when providing asked-for guidance.

Asking questions using how: How combines many adjectives to ask for information about
details. Here are some common questions how:

• How long? Used to ask about the length of time

• How much or many? Used to ask about price and quantity
• How often? Used to ask about repetition

Common Questions When Asking for Directions

• Is it far? / Is it close?
• How far is it? / How close is it?
• Could you please give me directions?
• Where is the nearest bank/supermarket/gas station?
• Where can I find a bookstore/restaurant/restroom?
• Is the museum/bank/department store near here?

Key Vocabulary Words and Phrases Related to Directions

There are a few important grammar and vocabulary points to remember when asking for and
giving directions.

• Take a right/left
• Got it
• I understand
• Do you understand?
• Go straight
• Opposite
• Take the first/second/third/right
• Go right/left/straight at the light/corner/stop sign
• Continue straight on
• Turn right/left at the light/corner/stop sign
• Get on the bus/subway at 12th Ave./Whitman Street/Yellow Lane
• Follow the signs for the museum/exhibition centre/exit

Practice Dialogue: Taking the Subway

John: Linda, do you know how to get to Samson's and Co.? I've never been there before.
Linda: Are you driving or taking the subway?
John: The subway.
Linda: Take the blue line from 14th Ave. and change to the gray line at Andrew Square. Get
off at 83rd street.

John: Just a moment, let me write this down.

Linda: Take the blue line from 14th Ave. and change to the gray line at Andrew Square. Get
off at 83rd street. Got it?

John: Yes, thanks. Now, once I get to Andrew Square, how do I proceed?
Linda: Once you are on 83rd street, go straight, past the bank. Take the second left and continue
going straight. It's across the street from Jack's Bar.

John: Can you repeat that?

Linda: Once you are on 83rd street, go straight, past the bank. Take the second left and continue
going straight. It's across the street from Jack's Bar.

John: Thanks, Linda. How long does it take to get there?

Linda: It takes about a half-hour. When is your meeting?

John: It's at 10 a.m. I'll leave at 9:30.

Linda: That's a busy time. You should leave at 9.

John: OK. Thanks, Linda.

Linda: Not at all.

Practice Dialogue: Taking Directions Over the Telephone

Doug: Hello, this is Doug.
Susan: Hi Doug. This is Susan.

Doug: Hi Susan. How are you?

Susan: I'm fine. I have a question. Do you have a moment?

Doug: Certainly, how can I help you?

Susan: I'm driving to the conference centre later today. Could you give me directions?

Doug: Sure. Are you leaving home?

Susan: Yes.

Doug: OK, take a left onto Bethany Street and drive to the freeway entrance. Take the freeway
toward Portland.
Susan: How far is it from the conference centre from my home?

Doug: It's about 20 miles. Continue on the freeway to exit 23. Take the exit and turn right onto
Broadway at the stoplight.
Susan: Let me repeat that. Take the freeway to exit 23 and turn right onto Broadway.

Doug: That's right. Continue on Broadway for about two miles and then turn left onto 16th
Ave.
Susan: OK.

Doug: On 16th Ave., take the second right into the conference centre.
Susan: Oh, that's easy.

Doug: Yes, it's very easy to get to.

Susan: How long does it take to get there?

Doug: If there's no traffic, about 25 minutes. In heavy traffic, it takes about 45 minutes.
Susan: I'm leaving at 10 in the morning, so the traffic shouldn't be so bad.

Doug: Yes, that's right. Can I help you with anything else?
Susan: No that's it. Thanks for your help.

Doug: OK. Enjoy the conference.

Susan: Thanks, Doug. Bye.

Tips for giving instructions:

• Ensure that the listener’s entire attention before giving instructions.
• Use concise and specific commands.
• Give instructions one at a time.
• Grade your language.
• Illustrate or demonstrate the meaning.
• Use sign language and gestures as support.
• Ask politely rather than barking orders.
• Offer the listener to ask questions.
• Check the listener’s understanding.

WRITING INSTRUCTIONS

Being able to write clear instructions is a valuable skill that professionals are quite often
required to display at their workplace. Instructions play a vital role in various areas the technical
manuals which students frequently use in labs; a reference while using a new device,
equipment, or instrument; or in the preparation of a recipe in the kitchen. Given below are a
few tips for preparing and drafting clear, concise and effective instructions:

1. Before attempting to write an instruction, know exactly how to do the task yourself
2. Instructions are written about clear, tangible steps to be followed by the reader. So, for
writing precise and clear instructions, one must be familiar with each step involved in
the process Inform the reader about how to begin the process. This may include helping
him/her understand the material, place, or equipment that is required for the procedure.
3. Explain the steps in a logical order. Steps are needed to be explained in a chronology
of occurrence. Normally, the steps that are easy to follow are listed first followed by
those that are a bit complicated.
4. Begin instructions with a verb. It is so because verbs denote action, and, thus, specify
the step that is required to be taken up by the reader.
5. Write each step as a small piece, so that it is easier for the reader to grasp it at once. It
should not contain multiple things for the reader to do at the same time.
6. Express steps in the affirmatives. Sometimes we get to see instructions such as "don't
forget to press the button after the woollens are firmly lodged in the washing machine."
Instead of this line, we can say, "put the woollens in the machine and press the button."
However, if we intend to share some warnings, they should be listed with a negative
"don't", for example, "don't try to stop the spindle when the rotation is on".
7. Avoid offering choices to the reader. It may confuse them and can lead to some
accidents or failure. Minor choices, if any, can be stated after adding an "or" in the
 instructions Remember that instructions are not about personal choices, therefore, "just
try fixing the nail in the wall and then putting the device up for better frequency," is not
precise enough to be appropriate
8. For technical, scientific, engineering, or any other mechanical process, try to provide
an image for each step. It can be a photo, drawing, or sketch. Make sure it is large and
clear enough for the reader to understand the exact process.
9. Help the reader see what his/her effort may result into. For example, in the instructions
for a recipe, one can add "the cake must turn brownish before you turn the power off
10. Review all your instructions carefully before finalizing them and passing them on to
the reader

EXERCISES
Answer the following questions in about 200 words each.
1. How is general purpose communication different from professional communication?
2. Briefly explain communication and its process.
3. How would you describe effective communication?
4. Can culture, emotion and social class have an impact on communication? Explain.
5. How is feedback important in communication? Give two examples of delayed
feedback.
6. What are the various methods of communication?
7. Is it more important to be a good listener or a good communicator? Justify your claim.
8. What are the characteristics of effective email communication?
 U 2: INTERPERSONAL SKILLS
THE LISTENING PROCESS
“You are not listening to me,” says the teacher. “Sir, I am listening to you,” the student replies.
“No, you are not,” the teacher emphatically says. The problem is simple. The student is not
able to focus 100% on what the teacher is speaking, and the teacher is able to sense it. It is
important to be a good listener and to be perceived as one. Listening is a process of receiving
and interpreting the spoken word. It involves recognizing what is said and comprehending the
matter, i.e., understanding the main and subsidiary points as well as the links between the
different parts of speech. This means that effective listening involves not only recognizing unit
boundaries phonologically, but also the recognition of false starts, pauses, hesitations, stress,
intonation, and rhythm patterns. While receiving and interpreting the spoken word, the listener
is concerned with four factors, i.e., sensing, message decoding or interpreting, evaluating and
response, as illustrated in the following figure.

THE LISTENING PROCESS

Listening begins with the physical hearing of the message and taking note of it. Sensing is,
thus, the first step of the listening process. You hear sounds and concentrate on them in order
to receive the message. You recognize unit boundaries phonologically as it is important for you
to recognize phonological differences. Once you are able to recognize the sound patterns, you
have to decode and interpret the message.

Decoding or interpreting in listening refers to the process of changing the coded message into
information. It involves understanding the spoken language. Although the interpretation of a
verbal message may be influenced by your social, cultural, educational, professional, and
intellectual frames of reference, verbal messages use a common language code, which can be
easily decoded because if the message cannot be decoded or understood, communication fails.
For example, if you do not understand French, you cannot decode a message encoded in French.
The process of message decoding in listening also involves the recognition of false starts,
pauses, hesitations, stress, intonation, and rhythm patterns.

After the message has been decoded and interpreted, its significance is evaluated and
appropriate conclusions are drawn from it. In order to evaluate a verbal message correctly, facts
have to be separated from opinions, relevant information from irrelevant information, examples
from ideas, and explicit information from implicit information. The intention and attitude of
the speaker also have to be analyzed and understood. When we listen, we have to construct a
parallel message based on the sound clues received from the speaker. We should be aware of
our own prejudices and biases so that we avoid making wrong conclusions.

The response is the action or reaction of the listener to the message. It is the last stage of
listening. If the message has been analyzed, interpreted, and evaluated correctly, the response
will be appropriate. The response makes the communication more effective as it clarifies the
message and helps the speaker to know whether the message has been understood or not.

LISTENING VS HEARING
There is a clear distinction between hearing and listening. Hearing is an involuntary physical
activity which happens automatically for anyone who has properly functioning ears. Listening,
on the other hand, is a consciously coordinated voluntary activity. It requires focus and
concentrated effort on the part of the listener, who pays attention to what is being said and is
not just hearing it. Hearing is a passive process while listening is an active one. For example,
when we go to a station to board a train, there are many announcements about the arrival and
departure of different trains. We hear them but do not pay attention to them, thereby not
listening, but merely hearing. However, when the announcement of the train that we are
supposed to board happens, we make a conscious effort to listen to it, paying full attention, and
not just merely hearing it.

Hearing Listening
The ability to perceive sounds by receiving A process that involves receiving,
vibrations through the ears. interpreting, evaluating, and responding to a
verbal message.
Effortless and intrinsic action. An intentional skill that can be improved
upon.
Primary and continuous in nature. Secondary and temporary in nature.
Physiological act Psychological act
Passive process Active process
Involuntary in nature Voluntary in nature
The listener plays a passive part. The listener plays an active part.
Accidental Focused and intentional
One way process Two-way process wherein both the speaker
and listener are involved.
Ears are all important. Other senses are equally important.
Requires conscious efforts. Involuntary

TRAITS OF A GOOD LISTENER

We may refer to the attributes of good and poor listening and ensure that we have the right
temperament and ready ears to understand a message correctly. We should get a little insight
into the characteristics of a good listener that differentiates him/her from a poor one. The
following table highlights the characteristics of good and poor listeners.

Good listener Poor listener

They are aware of the specific purpose of They are unaware of the specific purpose of
listening and are motivated to listen. listening and hence lack the motivation to
listen.
They are completely focused and are not They lack focus and are easily distracted.
distracted easily.
They never interrupt the speaker to make They pretend to listen sincerely by false
their point signals of nodding and smiling.
They listen with their whole body, listening They interrupt the speaker in between the
to them is not just an aural them. speech to put forth their points.
They try to understand the context of the Listening is just an aural activity to them.
speech, the mental framework of the
speaker, and their perspective and
 viewpoint, in a bit to interpret and evaluate
the message correctly.
They ask relevant questions at the right time They do not put in any effort to understand
to make sure that they have understood the the speaker’s frame of reference, viewpoint
speaker correctly or perspective, hence can interpret the
message wrongly.
They do not jump to conclusions and They seldom get involved in the act of
consider the message in totality. asking questions. If they do ask, they ask
improper questions that too at the wrong
time, thereby interrupting the speaker.
They provide feedback to the speaker to They take the message cursorily and jump
improve communication. to conclusions.
They never fake attention and actually They usually do not provide feedback hence
concentrate on the lecture. the speaker does not get to know if the
listeners have understood exactly what
he/she wanted to convey.
They do not tune out if the delivery is poor They tune out if delivery is poor.
and judge the content.
They try to consider facts and evidence and They tend to react if the speaker says
are not driven by emotions. something against their own ideas and
views.

TYPES OF LISTENING

Superficial Listening
In this type of listening, the listener has little awareness of the content (what is being said). The
output in this type of listening is zero because the listener tends to ignore the message, and is
not able to concentrate on the theme, main points, and supporting details of the message.

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

Focused Listening
Focused listening involves listening for specific information. The main purpose is to get some
specific information that might be used to take a decision. This is the most common type of
listening that we practice in non-formal oral communicative situations. Examples include
listening to the radio, watching and listening to television programs, listening to railway and
airport announcements, and so on.

Evaluative Listening
Evaluative listening involves the evaluation of the oral message or commentary and developing
a line of thought. The listener interprets and analyses what he or she listens to in order to
understand both the explicit as well as the implicit meaning of the oral message. It may also
involve matching topics against one’s own interests, and making mental notes of the important
points. Thus, the main purpose of evaluative listening is to evaluate the content of the oral
message to select appropriate information. The output could be an oral response or
summarizing and recalling information at a later stage. Examples include listening to structured
talks, classroom lectures, workshops, seminars, and so forth.
Attentive Listening
Attentive listening demands the complete attention of the listener. It is basically active and
intelligent listening in situations such as group discussions, meetings, job interviews, and so
on. The listener pays attention to all parts of the message, i.e., the central idea, main points,
supporting details, examples, and illustrations. There is no ‘selective dismissal’ of any part of
the oral message.

As attentive listening is interactive and productive, facilitating proper interaction and more
effective listener-speaker relationships, it requires conscious effort on the part of the listener
and demands concentration, involvement, and responsibility. Some other examples of attentive
listening include listening to administrative instructions, formal conversational interaction,
suggestions, requests, important telephone calls, and so on.

Empathetic Listening
Empathetic listening is listening not only to what the speaker is saying but also to how he/she
is saying, i.e., his/her feelings, emotions, and state of mind. The listener has to understand and
respond to the affective signals that the speaker might make and has to be alert to the speaker’s
implied meaning, intention, and attitude. Moreover, he/she has to understand and interpret non-
verbal clues and the body language of the speaker.

BARRIERS TO LISTENING

As listening is a complex process, it is desirable to take care of the barriers that may hamper
the smooth flow of oral communication. Awareness of these barriers can help the listener adopt
effective strategies to avoid them. The barriers to the listening process may emanate from either
the speaker, listener, or the circumstances of communication. In oral communicative situations,
any interference or noise that interferes with the listening process can create misunderstanding
and confusion and may sometimes lead to communication breakdown.

Physical Barriers
Physical distractions and disturbances can easily disrupt the process of listening. Barriers to
listening could be noise, physical discomfort, or any physical factor. Physical noise refers to
any sound that disrupts the listening process. For example, a person is talking on his/her mobile
phone and a queer shrilling sound disturbs the transmission. When a person tries to talk to
someone on a running train, bus, or in a crowded market, several distractions in the
surroundings disrupt the listening process. In order to avoid physical noise during the process
of listening, we have to ensure that all channels are free from noise during the time of
communication.

Psychological Barriers
Perhaps some of the most common barriers to listening result from the listener’s disturbed state
of mind, i.e., they are psychological in nature. As listening is a purposeful activity, any
psychological or emotional turbulence or disturbance can prove to be a barrier to effective
listening because it leads to a lack of interest and concentration. Feelings of anger, frustration,
sadness, anxiety, or fear influence our reception and receptivity to others’ ideas. Over-arousal
of emotions may adversely affect the listener’s ability to decode an oral message, and he or she
may find it difficult to concentrate on what the speaker is saying.

Thus, one must ensure that one is in a normal state of mind before one takes part in
communicative interaction. The listener should be tension-free and should not upset
himself/herself with too much thinking and speculation. For example, if a person has to face a
job interview and he is too nervous, he/she should avoid such feelings of discomfort. Whatever
may be the purpose of listening, the listener needs to concentrate on the content of the oral
message if he/she wants to take an active part in the communication process.

Linguistic Barriers
Improper message decoding during listening is a recurrent barrier in the process of oral
communication. Since the message is decoded incorrectly by the listener, it may lead to
confusion and misunderstanding. While decoding an oral message, the listener should
concentrate on the linguistic code. If he/she listens to something in a language or dialect that
he/she is not able to follow, a communication breakdown will definitely occur.

Cultural Barriers
If the speaker and listener belong to different cultures and share different values, listening could
become a difficult process. In oral communication, it is the listener who assigns meaning to
message cues and meanings are assigned in terms of the listener’s frame of reference. This
interpretation of meaning can create misunderstandings during intercultural communication
due to differences in norms and values. Our values are our personal guides to thought and
behaviour, and exert a strong influence on us.

In order to avoid cultural barriers during listening, a listener should be sensitive to cultural
differences and take into account the values of the speaker while interpreting an oral message.
The listener’s weakness in viewing others within his/her own cultural frame of reference may
lead to confusion and misunderstanding. The moment he/she interprets others’ points of view
from his/her angle, he/she allows his/her preconceived notions and prejudices to start working
for him/her. His/her frame of reference is individual to him/her as it is based on his/her
experiences, exposure, education, personality, and several other elements peculiar to him/her.
In order to avoid communication failure, the listener has to be sensitive to this fact and try to
put himself/herself in the other person’s position.

IMPROVING LISTENING SKILLS

We all carry a notion that we listen perfectly. However, contrary to popular perception,
listening effectively is something that very few of us actually do. In fact, most of us need to
develop our listening skills to become acceptable listeners. Good listening ability is an asset
for those who aspire to advance their career be it in politics, corporate or the academic arena.
It is equally desirable in all walks of life. Like any other skill, listening can also be mastered to
perfection by practising rigorously.

As a listener, we can improve our listening abilities by taking the following measures:

Being in the moment: Let the speaker feel that you are present only to listen to him or her. Get
engrossed in listening to them and remain 100% focused on the message that is being delivered.
As a good listener, no distraction should stop you from gaining a complete sense of the message
and the speaker's sense of appreciation. We should also make sure that we do not talk, as one
can't be a speaker and listener at the same time.

Listen to learn: Many times, we pay attention to each other due to courtesy but not out of
curiosity. Listening is worth it when it adds new knowledge and enables new learning for the
listeners Be curious in every situation and ensure that every encounter has the potential to teach
you something new.
Pay attention: We must sincerely pay attention while listening to someone. We should make
sure that we are not thinking about anything else other than what the speaker is saying. Never
ignore the tone of the speech, the body movements and facial expressions. Paying attention to
them may add to drawing the exact and complete meaning of the message.

Be patient: Patience is a virtue in any listening process. As good listeners, we should listen to the
speaker patiently, and not interrupt him/her with our queries until he/she has finished delivering the
message and asks the listeners to put forth their points/ queries.

Ask questions: As good listeners, it is our duty to ask relevant questions at the proper time to
be sure that we have ununderstood the speaker correctly. We may select certain issues from the
discussion and raise them. It would ensure two things: the speaker would know that you have
heard him and you would have clear information.

Don't pre-judge: A good listener never jumps to conclusions based on the appearance or style
of delivery of the speaker. We should always try to judge the speaker by the content they
present. Also, we should make sure that our judgment is not clouded by our biases or
preconceived beliefs.

Keep an open mind: What we know is not always the ultimate information. To be a good
listener, we should always be open-minded and willing to listen if the speaker puts forth a
logical idea that does not match with our ideas. We should be open to new ideas and curb the
urge to always defend what we know is right.

Be in the speaker's shoes: When we try to understand the message from the speaker's
perspective it makes the meaning easy and clear. A good listener should understand the
reference frame of the speaker, his/her perspective, and attitude. We can put ourselves in their
shoes and make an effort to understand why they feel so and what makes them different from
us. Having done so, we would realize their perspectives as to what life they led, what hardship
they faced and why their experiences were different but not incorrect.

Give regular feedback: In order to be a good listener, we should learn to give positive feedback
to the speaker, because this is the only way they can understand whether their message has
been rightly interpreted by the audience. We could give our response by just nodding our heads
or through appropriate facial expressions.

Cultivate a culture of listening: Listening is presumed as something natural and effortless so it

is lacking attention. Education on listening is not a priority in our society. Training and
workshops should be held routinely to underline the importance of listening in order to be good
students, better relational partners, and more successful professionals.

FORMAL LETTERS

INTRODUCTION

A letter is the most ancient form of communication with those who are separated by distance.
Correspondence has been playing a vital role in both the social and business worlds. This helps
the writer keep in touch with others. Though with the emergence of new technology and
increasing use of emails and SMS, it is assumed that letters have become outdated, this is not
the case. In fact, in matters of high importance, letter writing continues to be a preferred tool
of communication. Importantly, business letters create an impression about the organization
and hence it is necessary to learn the art of writing good letters.
A business letter is a formal written document (as compared to a personal letter) through which
companies try to correspond with their customers, suppliers, bankers, shareholders, and others.
They are sometimes called snail-mail (in contrast to an email, which is faster). Business letters
are written for various purposes such as informing, congratulating, requesting, ordering,
enquiring, complaining making an adjustment, applying for a job and selling a product.

IMPORTANCE

Business letters are important for the following reasons:

1. Business letters help organizations in strengthening their rapport with customers,
stakeholders, suppliers, etc.
2. They can be filed for future reference and they serve as an important repository of
information.
3. They help in conveying information that is confidential or complex.
4. Letters help companies reach the organizations, clients, shareholders, and others who
are geographically in distant places.
5. They help companies to know the problems in their products, services, and deliveries.
Thus, mutual exchange of information helps in filling the gaps and eventually helps in
the smooth functioning of the organization and contributes to its growth.

TYPES OF LETTERS
A personal letter is an informal letter in the form of private dialogue, where the writer wants to
say something and expects a response to the message. It may follow the norms of private
conversation but it normally does not follow any set pattern of writing and the writer is free to
choose any style or pattern that suits his/her mood and content. Thus, personal letters are varied
in their language, style, tone, presentation and content. Read the letters of Nehru, Ambedkar
and Ghalib on the internet, and you will notice a personal touch in each of them, which makes
them different from each other.

A business letter, on the other hand, is a formal written message, written in a convenient form
for a specific audience to meet a specific need. It is also a form of dialogue, where the writer
wants to say something and expects a response to the message. However, it is more structured
as it follows a set pattern in form and style.

ELEMENTS OF STRUCTURE

Since business letters are forms of formal writing, they are written in a distinct format. They
have a margin of at least one inch on all four edges and are written on 84" x 11" (or metric
equivalent) unlined stationery. Now, let us get familiar with the different elements that appear
in business letters and also learn their proper sequence of appearance.

Standard Elements Additional Elements

Letterhead and date Addressee notation
Inside address Attention line
Salutation Subject line
The body Reference initials
Complimentary close Enclosure notation
Signature block Copy notation
Mailing notation
Postscript
Letterhead
This contains the return address (usually two or three lines) with the organization's name, full
address, email, telephone, and fax numbers. Sometimes, it may be necessary to include a line
after the address and before the date for a phone number, fax number, email (also e-mail)
address, or something similar.

Often a line is skipped between the address and date. This should always be done if the heading
is next to the left margin. Letterheads are in fact designed with a lot of creativity and
imagination, as they create the first-glance brand image of the organization. Given below is a
sample letterhead:

U and V Medicos Ltd

70-72 Vidya Nagar, New Delhi 111031
Fax: (0111) 2442473 Phone: (0111) 2442460 http//www.uandvmedicos.com

25 October 2010

However, when you write your job application letter, you cannot have the company's
letterhead; you can write your address first and then the receiver's address with one line space
in between. These addresses should be well aligned with the left-hand margin as shown below:

Snigdha Mathews
245, Civil Lines Mirja Ismail Road
Jaipur 302004

The Managing Director

Torrent Pharmaceutical Ltd
Ahmedabad-380009

The date on which you are writing the letter should be mentioned in one of the following ways:

October 25, 2010, or 25 October 2010

The inside address: This is the address you are sending your letter to. Make it as complete as
possible so that the letter reaches the right person in time. Before writing the recipient's address,
leave one line space. Include titles and names if you know them. This is always written on the
left margin. If an 8%½" x 11" paper is folded in thirds to fit in a standard 9" business envelope,
the inside address can appear through the window in the envelope.

An inside address also helps the recipient route the letter properly. Skip another line after the
inside address before the greeting. Now let us go through the examples given below:

Dr Judith Briganja
Head
Department of Biotechnology
Agricultural University, Hisar

Mr Deepak Gilhotra
Assistant Manager
Amul Dairy Products
Gujarat
While addressing a firm, ‘Messrs.' is used before the name and in this case 'The' is not used.
before the name. For example:

Messrs. M.B. Sons

33/2, Cristal Palm
Tughlak Road, New Delhi

In the case of a 'limited/incorporated' company, it is better to write the receiver's name and
designation and if you do not know the name of the person, it is best to write the designation
of the officer because in these companies they require to have people in different positions. For
example:

The General Manager

Shine Gems Limited
Jawahar Lal Nehru Marg
Meerut-250006

Mr Pankaj Pitwal
The Chief Accounts Officer
Kitchenware Limited
Ashoka Marg
Mumbai-400006

Attention: An attention line refers to the letter to the person or department in charge of the
situation covered. The word Attention is followed by the name of the individual or department.
Do not abbreviate the word Attention or follow it with a colon. The attention line is placed two
spaces below the last line of the name and address of the addressee, either flush with the left
margin of the letter or in the centre of the page. When paragraphs are indented, the attention
line is placed in the centre of the page. For example:

The General Manager

Shine Gems Limited
Jawahar Lal Nehru Marg
Meerut-250006

Attention Mr Dilip Dewan

Salutation: This is nothing but a greeting. The greeting in a business letter is always formal.
It normally begins with the word "Dear' and always includes the person's last name. For
example,

Dear Professor Chakraborty

It normally has a title. Use the first name only if the title is an unclear-for example, you are
writing to someone named 'Steller' or 'Soumya' but do not know whether the person is male or
female it is better to address them as

Dear Steller or Dear Soumya

And if your letter is addressed to a head of an organization or firm whose name is not known,
it is advisable to use
Dear Sir/Madam

Nowadays, the salutation in a business letter usually ends in a colon.

The body: The body is written as text. A business letter is never handwritten. Depending on
the letter style you choose, paragraphs may be indented. Regardless of the format, skip a line
between paragraphs. Skip a line between the greeting and the body and also between the body
and the close.

The complimentary close: This short, polite closing ends with a comma. It is either at the left
margin or its left edge in the centre, depending on the business letter style that you use. It
begins in the same column the heading does. The block style is becoming more widely used
because there is no indenting to bother with in the whole letter.

Signature line: Skip two lines (unless you have unusually wide or narrow lines) and type out
the name to be signed. This customarily includes a middle initial but does not have to. Women
may indicate how they wish to be addressed by placing Miss, Mrs, Ms or similar titles in
parentheses before their name. The signature line may include a second line for a title, if
appropriate. The signature should start directly above the first letter of the signature line in the
space between the close and the signature line. Use blue or black ink.

Identification initials: The initials of the typist appear left-justified two spaces below the
signature block.

Enclosure notation: It is located with the identification initials or in place of thein with the
notation enc., encl., enclosures (3), or 3 encs.

Copy notation: Left justify two lines below identification initials with the notation cc: full
name or initials or designation of people who are to get the copy of the letter.

Postscript: It is included two spaces below the last text on the page. It is written as PS and
then a short sentence. Never use the postscript to add something that was forgotten during the
writing of the letter. Instead, rewrite the letter.

ELEMENTS OF STYLE

Don't talk like a machine.

Essentially, a business letter is more personal than a business report or a technical proposal.
Since a letter is a communication between two individuals, it has elements of warmth and
human touch that makes it especially interesting and reflective of the writer's personality.
Therefore, writing a business letter mechanically can suggest the mechanical way in which
things are carried out in an organization. Write in a style that makes the reader feel being
addressed personally.

Display a 'You' approach

An important strategy to get your message across is to write the letter from the point of view
of the reader. At times, letters fail to communicate the message because the writers writing
them seem obsessed with the idea of highlighting their priorities, choices, and predilections.
Such a smug approach, however, harms the prospect of business communication as no one
would like to read something which rather than helping the reader, helps the writer.
Be courteous and considerate
Since letters are essentially human in touch and appeal, it is expected that we show courtesy
and consideration towards the reader. Some professionals do not pay much attention to this
aspect in their communication and their letters sound quite drab, dry, or blunt. However,
courtesy and consideration are essential aspects of effective communication and we need to
express this in our business letters.

Remember, courtesy and consideration lead to the goodwill of the organization. Hence, even
if we have to write more to earn it, we should not see it as an expensive bargain. After all, it is
better to be indirect if being direct suggests rudeness and lack of consideration to the reader.

Don't blame the reader

Business letters deal with a variety of professional situations. Many such situations are
unpleasant and leave people fuming, grumbling, and complaining. As a golden rule, we should
not dash off a letter when we are furious and agitated. Even after having received a letter that
is full of accusations, complaints, and charges, we need to keep our cool. If we are to blame for
any problem, openly and candidly confess our mistake, in case we are needlessly blamed,
explain in a calm way to the reader where the fault lies and how it can be avoided in future. In
no way we should find faults with the reader or blame him/her for any mistake.

Avoid being negative

Many a time, a good message loses its impact because the tone and verbal structure employed
by the writer are negative. However, what matters in business letters is the fact that one needs
to express positivity of attitude and mindset. Hence, avoiding a negative approach and
replacing negative verbal structures with those which sound positive or neutral is certainly
worth practicing.

Be natural and precise

A very common problem with business letters is that many of them are written in a style that
sounds artificial, unnatural, and full of technical jargon. An unnatural and artificial style leads
to verbosity in expressions while jargon leads to ambiguity in the message. We need to
understand that professionals have to deal with a large number of reading assignments and
rather than receiving an unnecessarily long-winded, confusing, or verbose letter, they would
appreciate communication which is precise, natural, and effective. Therefore, avoid writing
sentences which are characterized by jargon, redundant expressions, or artificiality of some
sort.

Be simple and specific

Writing and reading business letters involve time, money, and energy on the part of the
professionals who are involved in the process. Any message that is indirect vague, confusing,
and complicated is, therefore, likely to vex the reader's nerves. Lack of clarity in a business
letter sometimes leads to unnecessary confusion and controversy. At times, professionals are
seen debating over or speculating about the actual meaning of the contents of a business letter.
All this can easily be avoided by writing in a simple, direct, and specific style Therefore, while
writing a business letter, ensure that the letter is correct, complete, and clear in every respect.

Carefully distinguish between 'I' and 'We'

Personal pronouns (1, we, and you) are important in business letters. While writing business
letters, it is perfectly appropriate to refer to yourself as I and to the reader as you. Be careful,
however, when you use the pronoun, we in a business letter that is written on company
stationery, since it commits your company to what you have written. When stating your
opinion, use I; when presenting company policy, use we.
Judiciously use the active and passive voice
One way to achieve a clear style is also to minimize your use of the passive voice. Often, I will
also be ambiguous or overly impersonal. However, passive voice is sometimes necessary; par
not only makes your writing dull but can, particularly when the action is more important than
the agent. Using passive voice also helps us take away the bluntness and crudity that crops up
in a direct expression; particularly the one with bad news or accusation. Thus, both the active
and the passive voice have their own use and should be chosen carefully. When we want the
message to be direct, clear, and precise, we should prefer an active voice. However, when the
message has a negative tinge to it and would sound blunt and rude in the active voice, we
should use a passive voice.

Avoid using clichés and jargon

Using clichés and jargon, particularly at the beginning of a letter or at the end of it, makes the
letter sound dull, routine, and repetitive. Since both the beginning and the ending of a letter
require a strong, positive, and emphatic structure, using some empty claptrap either in the
beginning or towards the end of a letter is likely to make it sound weak and ineffective. Given
below are some such expressions which need to be avoided:
1. The writer begs to acknowledge the receipt of…
2. The favour of your early reply will be appreciated by us
3. Enclosed please find herewith...
4. Awaiting the favour of your early reply.
5. Assuring you of our best possible services and attention at all times.
6. I have the pleasure of informing you....
7. Please be good enough to advise us further on this.

ACCEPTANCE LETTER

Although you will often accept a job offer in person, it is a good gesture and a wise practice to
formalize it with a letter. Begin your acceptance letter by thanking whoever has sent you the
job offer, and then make it clear that you have decided to accept it. Express how much you
look forward to filling this new position and mention one or two aspects of the job you will
especially enjoy. The main text of such a letter is given below.

Dear Sir

Thank you very much for your letter dated 24 October 2014 offering me the post of Marketing
Executive in your esteemed organization. am indeed delighted in accepting this post stated in
the appointment letter and confirm that can commence my work from 1 November 2014

I can assure you that I shall do everything can to make my association with your organization
productive, meaningful, and rewarding. Particularly looking forward to making a solid
contribution to the project Vista 21st Century which should provide me with an opportunity to
use my ideas and expertise for the growth and development of the organization. Besides this,
also look forward to making a constructive contribution to the International Conference the
organization is planning to organize in the month of October 2015.

I am earnestly looking forward to an exciting association in the time to come

Yours sincerely
Anubhav Sood
 INVITATION LETTER

A letter of invitation is sent by an individual or an organization to invite someone to attend an

event. An invitation letter can be formal or personal. A personal invitation letter is usually
designed to invite someone to attend a social event, such as a birthday party, an engagement
ceremony, a wedding party, an anniversary dinner, etc. On the other hand, a formal invitation
letter is usually designed to fulfil some organizational or official interest. The main text of such
a letter is given below:

Dear Prof Pathak,

You will be delighted to know that we are organizing a two-day "ELTel International
Conference on Interfacing Language, Culture and Technology" (ELTl Rajasthan) on 8-9
October 2014 at MNIT, Jaipur The conference would provide a suitable platform for academic
professionals and research scholars to initiate and facilitate discussions among the
academicians and the educational planners on the existing practices and emerging challenges
in English language teaching.

We wish to invite you as the Chief Guest for the valedictory function of the conference. It
would be an honour and privilege to have you with us. We shall provide you airfare for
economy class from Allahabad to Jaipur and back. A university car will be arranged to receive
you at the Jaipur airport. We shall also be glad to care for your hospitality and comfortable stay
in Jaipur.

The brochure providing details of the conference is attached for your perusal. Kindly accord
your consent at the earliest so that the preparation may be made accordingly at our end.
Needless to say, that your Valedictory Address will inspire hosts of academicians actively
devoted to ELT.

For further details of the Conference, please visit our website:

http://discovery.mnitjaipur.acin/ELTA!

We earnestly look forward to your inspirational presence on this occasion.

With Warm regards

Rejection Letter

Rejection letters are written for declining somebody's request. It could be declining a donation,
turning down a request for some favour or facility, or for denying a candidate a job offer. Not
all companies or organizations write rejection letters to candidates who fail to sail through the
recruitment process. However, by writing one, we can make a difference. It leaves us in a
favourable light, mollifies the unpleasantness or sharpness of refusal, and also eliminates the
follow-up enquiries from the anxious candidates.

I take this opportunity to thank you for the interest you have shown in the post of Customer
Care Executive. However, we sincerely regret that we cannot offer you employment with our
organization at this time.
We would like to keep your application in our files for a period of 120 days in case a suitable
position falls vacant. In the event of an appropriate available position, we will give your
application a strong consideration. If your address or contact number changes within this period
of time, kindly inform us about that
If you wish to obtain more detailed feedback regarding your application, you may contact us
through email or telephone.

Thank you once again for applying.

Wishing you all the best in your future endeavours.

PERSONAL LETTERS

INTRODUCTION

A Personal letter is sent from one individual to another individual or organization in order to
address matters of an informal nature. Examples of these can include, apologies, thank you,
personal references, congratulations, invitations, condolences etc. They differ from formal
types in that they can be used to express personal feelings and depending on the relationship
between the sender and receiver do not require formal concise language.

Conventions are not as critical as they are in a formal correspondence but the following
general layout should be adhered to:

Addresses:
1) Your Address
You must always remember to include your own address on the top left-hand side of the
page. This will enable the person that you are writing to, to be able to reply.

2) The Address of the person you are writing to

This address should be displayed beneath your address on the left-hand side, remember to
include the name of the person that you are writing to.

Date:
This should be displayed on the left-hand side of the page on the line beneath your address
and should be written in full format:

e.g., 1st January 2001

Salutation & Greeting:

Dear Mr Jones,
The above shows the format of the greeting line. The salutation formats are shown below:

Mr – for a male
Mrs – for a married female
Miss – for an unmarried female
Ms – for a female whose status is unknown or would prefer to remain anonymous
Dr – for a person with the status of a doctor

The salutation should be followed by the surname only (not the first name).

If you are familiar with the person that you are writing to then it may be more appropriate to
include their first name rather than using their title. This is a decision that you will need to
make based on your relationship with the person in question.
Concluding:
1) Yours sincerely,
You should conclude with the words: “Yours sincerely,”.

Followed by:

2) Your signature
Sign your name, then print it underneath the signature.

You may wish to conclude with something more friendly e.g. “All the best”, “Best regards,”
etc.

Content
Consider your relationship and familiarity with the person or organization with whom you are
writing and adjust the level of formality accordingly.

INVITING YOUR FRIEND TO A FUNCTION

78, RK Apartments
College Road
Hospet-583201

11th Sep 2022

Kuku
29, Vaibhav Arcade
Paduperar, Bajpe,
Mangalore- 574142

Dear Ms Kuku,
How are you? I am fine and safe here and hope the same from you. How is the weather there?
It’s been a long we haven’t had a word with each other. Last year you were so happy to attend
the Dasara celebration at my home. So, thought of writing to you to invite you for the same.

This year Dasara celebrations will begin on 26th Sep 2022 and last till 05th Oct 2022 in our new
home. Like every year, we will have idols based on different themes. And this year we have
zeroed down on the theme of Ramayan which is our mutual favourite which is adding to my
excitement about the festival. Most of the preparation is over and a few last-minute errands are
due. I am already nostalgic and looking forward to making umpteen memories this time too.

Please try to come by 26th September. I will attain extra strength if I have you with me. I do
know about your office work and I can empathize with your predicament. In case of not able
to make it from the first day of Dasara Pooja, please do not miss the last four days of worship
which is the highlight of the festival. Trust me, your presence will multiply the joy personally
and to everyone in the family. Please don’t dishearten me.

Hoping to see you soon. Till then, take care. Bye!

Yours ever

Aarti.
 CONGRATULATING SOMEONE FOR THEIR SUCCESS

49, VJ Apartments
New Delhi

11th Sep 2022

Triveni
45, MG Road
Gurgaon

Dearest Triveni,
I am so happy to know that you have been awarded the Best Student of the year award across
Delhi CBSE schools for the academic year 2021-22. A very big congratulations to you on this
achievement. It came as a surprise to me when I came across this amazing news in the
newspaper yesterday. I must say that it is truly a big achievement and explains all your hard
work and dedication you have put into your studies as well as extra-curricular activities. I feel
I am so lucky to have a cousin like you who is making the family proud.

Since the time you were a young girl, you have always been so disciplined and focused on your
studies and school and today your success is the result of all the sacrifices you have made for
all these years, all the hard work you have put in for so many years. We all know that one day
you will do something extraordinary and the story of your success has just started. We are sure
that you will give us many more opportunities to congratulate you in years to come.

Wishing you lots of luck and love,

Yours Lovingly,
Alok Ballala.

THANKING ONE’S FRIENDS/RELATIVES

45, Airport Road

Bengaluru

11th Sep 2022

Chinmayee
40, TCS Road
Udupi

Dear Ms Chinmayee,

I hope this letter finds you in good health. My results came out yesterday and I scored A1 in
all subjects. I earnestly thank you for all the efforts you made for me. If it weren’t for you, I
couldn’t have been able to clear my exams. You have come to my rescue whenever I needed
you.

You have greatly helped me during these tough times. As I missed classes most of the year due
to my ill health, I had no clue about the topics being covered in the class. If you wouldn’t share
your notes with me, it would have been very difficult for me to understand the topics.
Thanks for going the extra mile for me and coming to my home every day to teach all the topics
to me. I am thankful for having you as my friend. My mom has arranged a dinner for you at
our residence tomorrow at 8 pm. I would love to meet you and your family. Please write back
confirming your availability.

Yours Lovingly,
Vaibhav.

PROCESS DESCRIPTION

Process description means writing about how something is made or how something happens.
A process description is usually written in a passive voice. The goal of writing a process
description is to provide a general introduction to how something works. It deals with processes
and procedures and is characterized by the detailing of a series of steps.

DEFINITION AND IMPORTANCE

A process is a fixed, often-repeated sequence of events leading to a specific end. The events
may have a natural cause, like those in human maturation, or be set in motion by people, as in
the process of refrigeration. They exclude fixed sequences performed consciously by human
beings, which are more typically called procedures, protocols, recipes or algorithms, and they
also exclude historical sequences, which usually happen only once.

Process descriptions are especially common in the sciences – medicine, geology, psychology
and chemistry, for example, have an obvious need for them – as well as in technologies like
manufacturing and computing. However, they can occur in some surprising other places too,
such as education (learning processes) and history (political processes).

The nature of processes usually makes their descriptions multi-sentence. There tends in
consequence to be a wide variety of things to say, each associated with a choice of linguistic
expression. Some of these, however, are more likely to occur than others. Here, my aim is to
identify the most typical and useful linguistic features of process descriptions. The approach is
similar to that of various other multi-sentence writing types in this blog.

The introduction to a description of a process is followed directly by the description of the chief
steps in the process. The organization of steps in chronological order. For both the content and
the organization of the description of each individual step, there is one idea that is so useful
that it cannot be easily overemphasized. The idea is that each individual step constitutes a
process itself. The individual step should, therefore, be properly introduced and if necessary,
divided into sub-steps. The description is essentially a miniature of the description of the
process as a whole. Furthermore, if a given individual step can be broken down into sub-steps,
each sub-step is treated according to the same general principles as the whole process.

The reader must sometimes consider fixing the chief steps in mind. It is important to recall
special points about equipment or materials and analyze the advantages and disadvantages of
the process. The last of the major parts of the description of a process is naturally the
conclusion. It is not always necessary to write a formal conclusion. Whether one is desirable,
depends, of course, on whether it will help the reader.

Fundamentals:
 • A process is a series of actions, and fundamentally the description of a process is the
description of an action.
• It examines an event over time. It does not tell the reader what to do; rather, it describes
how something happens step by step.
• Always remember to organize the steps involved in a process in a systematic and logical
order.
• Process description means writing about how something is made or how something
happens.
• A process description is usually written in a passive voice.
• The goal of writing a process description is to provide a general introduction to how
something works.
• Therefore, one should use crisp sentences while writing a process description and the
facts should be stated in a clear and concise manner without any personal estimation.

EXAMPLES

Study the following chart and describe How the inner walls of a room are distempered.

Cleaning the surface of the wall with sandpaper and dry cloth – Adding warm water to dry
distemper of chosen colour-ratio 1:2 – Beating up to make a creamy paste – Adding water to
the paste- ratio 3:2 – Mixing glue and stirring – Straining through a fine cloth – Stirring and
applying with a brush

DISTEMPERING THE INNER WALLS

The inner walls of a room are distempered through a number of steps. At first, the surface of
the wall is cleaned with sandpaper a and dry cloth. Then, warm water is added to dry the
distemper of chosen colour at the ratio of 1:2. After that, it is beaten up to make a creamy paste.
Next, water is added to the paste at a ratio of 3:2. Thereafter, glue is added and stirred. Then,
it is strained through a fine piece of cloth. Finally, it is stirred again and applied to the walls
with a brush.

Study the following chart and describe How butter is prepared.

Milk obtained – Cream separated by churning – Cream soured – Cream pasteurized – Butter
obtained – Forced into the roller to make it smooth and uniform in taste and colour – Packed
and sent off to market

PREPARATION OF BUTTER

Butter is prepared through a number of steps. At first, fresh milk is obtained. Next, the cream
is separated from the milk by churning. Then, the cream is soured and pasteurized. Thus, butter
is obtained. Then this butter is forced into a roller to make it smooth and uniform in taste and
colour. Finally, the butter is packed and sent off to the market.

INSTRUCTIONS-PROCESS DESCRIPTIONS

These two types of documents have a lot of similarities, but there are many differences as well.
It is important to identify those differences in order to decide which assignment you will want
to choose.
Instructions are specifically written for an audience to follow, step-by-step, to complete a
process. Instructions can be found everywhere: on the back of packages, on single sheets of
paper inside boxes of merchandise (bicycles, for instance) or in such infamous booklets as VCR
manuals. Good instructions allow the reader to complete the process without difficulty. Poor
instructions make the process seem like it’s written in Greek.

Process descriptions, on the other hand, are written to provide the reader with background
information on how a process is or was accomplished. The reader is not expected to complete
the process and does not have to be an “expert” in the field, but does need details to help
understand the complexities of the process. Therefore, a process description is often longer and
more detailed than a set of instructions.

Since readers are expected to complete the instructions, they should be written in the second
person: to the reader. Instructions should be “how-to” steps, placed in chronological order. You
need to give your reader the information he or she needs to complete each step, so you need to
know your reader’s background, knowledge and understanding of the topic. Remember, you
are not writing an essay, so you should use a tabulated format, numbering each step and listing
auxiliary information in sub-steps. Your textbook has good examples.

The way you give your instructions is very important. Your reader needs to know that they
must perform the steps you give them. So, use the imperative voice (commands). It is much
better to say turn off the light than you should turn off the light.

Also, try not to use the verb “take” in your instructions. In other words, “take the butter knife
and spread the jelly evenly” is overwritten. You could just as easily say “spread the jelly with
the butter knife.” That reduces the step by two words.

Process description uses a more traditional paragraph approach since you will be giving your
reader more background information. The process should still be written in chronological
order, but numbered steps are not as necessary. You have to explain more of the whys in a
process description. So, headings and other technical writing tools will be important for the
process description.

Process description may be written in the past, present or even future tenses, but it does not use
the imperative voice. In fact, process description sometimes uses that old nemesis we’ve talked
about before, passive voice. Think about it: you are looking at a process, not who is performing
the process, so passive voice can be used to emphasize the process. Imagine someone talking
about how a pipeline was repaired. They probably would say “The pipe was uncovered at 9:20
and removed at 9:35.” The fact that workers uncovered it is not as important as the step itself.

EXERCISES:
Answer the following questions in about 200 words each.
1. Define listening. How is it different from hearing?
2. What are the traits of a good listener? How can you make out if the other person is
listening to you properly or not?
3. Discuss the barriers to listening in detail and give suggestions to overcome each one of
them.
4. Differentiate between giving instructions and process descriptions.
 U 3: MULTITASKING SKILLS

TYPES OF SPEAKING
PUBLIC SPEAKING

INTRODUCTION
You are a final year student and you have been asked to address your juniors. What do you do?
Do you straightaway go to the podium and start speaking without any prior preparation? No.
For all such occasions, you need to prepare well, before you start addressing others. Preparation
is one of the features of public speaking. which relates to addressing a group of people on such
formal occasions. Public speaking, like any other professional task, requires planning,
preparation, and perfect execution of ideas. All this requires a lot of hard work and patience on
the part of the speaker.

Before discussing the essential features of public speaking, and learn the ways to make it
interesting, purposeful, and rewarding, let's understand other modes of addressing a large
audience.

Storytelling passed on to humans through generations, storytelling has always been regarded
as a wonderful tool to communicate with others. Regardless of our academic qualifications,
each one of us has some storytelling skills but in order to be an interesting storyteller, this skill
needs to be sharpened to create an impact on the listener.

Though apparently a routine, everyday activity, storytelling helps us develop our imagination,
creativity and expression. It also develops our powers of description and narration, and teaches
us how to be captivating in our expression so as to engage the audience in an interesting and
imaginative manner. Since making the audience listen is a challenging task, storytelling can
build in us the essential capability to hold the audience while we speak to them. Besides these,
it also equips us with the skill of appreciating others. Through effective story telling technique,
we gain more confidence and self-esteem, as well as learn to empathize with people and enjoy
the world of simplicity. Stories can be very long or very short but regardless of its length, it
should be relevant and interesting to hear.

Now, let us learn a few tips for developing the art of effective storytelling:
• Before beginning to narrate a story, look at the audience with a welcoming smile at
bright eyes.
• Try to create an atmosphere, like casting a good spell. Set the scene for your audience.
Start with the time, place and weather of the story.
• Maintain proper volume and bring adequate modulation.
• Involve yourself with the task wholeheartedly. Begin to live the characters and
situations to intend to describe or narrate.
• Use facial expressions, reflecting the feelings of the imagined characters, their nature
personality.
• Use some of the techniques employed in the role-play exercise with proper dialogue
delivery.
• Vary the speed, pace and volume of your voice where appropriate. Make your voice
melodic and interesting as per the situation, helping the audience feel involved with the
characters.
• Speak more slowly and loudly than normal, so that everyone can hear. This will help
you keep them attuned to your story.
 • Use your hands, shoulders and body as much as you can to show the shapes of objects,
scenery, actions and feelings. Use mime and gesture to "paint the story," like a picture.
• While narrating the story to kids, use other sounds, for example, weather sounds like
wind or rain sounds; explosions or rustling sounds; animal sounds; emotional sounds,
such as sighs, sobs, yawns, etc.
• Leave a space between your words or sentences sometimes in order to create an
atmosphere of suspense and anticipation.
• Collect stories from magazines, books, films, videos, TV, and people, besides your o
experience and imagination.
• Since storytelling helps us improve our comprehension; adds words to our vocabulary
develops language and expression; and increases confidence; read humorous, wi
suspenseful and well written stories, plays, novels and descriptions by authors such a
George Orwell, Oscar Wilde, Katherine Mansfield, R.K. Narayan, Leo Tolstoy, O'Hers
Rabindranath Tagore, Somerset Maugham besides the classics by Charles Dickens, J
Austen, William Shakespeare, G.B. Shaw, Prem Chand, etc.
Elocution
Elocution stands for the art of clear and concise manner of speaking, with clarity of meaning
and thought. Elocution originates from the word 'eloquence' which stands for fluent, elegant,
or persuasive speaking. It refers to one's power of expressing strong emotions a striking and
appropriate language, with a view to influencing them to one's ideas. Effective speech has roots
in elocution as it includes pronunciation, accent, grammar, tone and gestures which play a key
role in forming a meaningful and emphatic message.
Elocution has been considered a key aspect of learning the art of communication. In fact, poor
and unintelligent speech makes the situation unpleasant for both the speakers and their listeners
whereas elocution empowers the speakers with apt expression and enunciation which help them
engage their audience keenly and create a positive impact.

Difference between Public Speaking and Elocution

Though employed in public speaking situations quite frequently by speakers, elocution in itself
stands for the art of enunciation and power of effective delivery. The basic difference between
the two is in terms of the content of the speech. This means that a speech is mostly written by
the speaker himself or herself, whereas in elocution, the content may not be original. Moreover,
public speaking includes only speech making whereas elocution includes poetry recitation,
prose reading, dramatic presentation of a speech, and rendering of a monologue or soliloquy in
a play.

Following are some tips for developing the art of elocution:

Enunciate your part crisply and precisely.
Speak naturally with well-controlled and modulated voice.
Put yourself in the situation and emotions of the character you intend to live.
Combat your fear of public speaking and be enthusiastic about the task at hand.
Acquire right pronunciation, stress, and inflections in the speech by listening carefully
to the trainers and teachers and by referring to the websites devoted to such material.
Develop good reading habits as it broadens our perspectives.
Show a keenness to compere programmes organized by your institute/organization
from time to time.
Learn proper use of gestures, stance, and dress in public speaking performances. Test
the microphone before beginning to speak.
 Read aloud your part repeatedly. Eventually, it is the practice that takes us to perfection.
Extempore
Extempore refers to the task of delivering a talk or address without much ration. It tests the
speaker's presence of mind, clarity of thoughts and command of language. At times, a minute
or two are given to the speakers to arrange their thoughts before speaking. In other situations,
one is required to speak without any preparation.
Though seemingly a challenging task, participation in extempore can be a rewarding and
entertaining experience. Saying words and phrases in a short span of time is where we can
showcase our confidence and the capacity to articulate and think. Extempore enables speakers
to think out of the box and provides an opportunity to develop both communication skills and
time management. It pushes one to envision and produce ideas without any preparation, as well
as improves one's logical thinking and reasoning ability. It is an excellent training exercise for
future leaders.
Let us look at some easy and workable tips to develop an effective extempore speech making
ability:
• Be a good reader, this will help you develop your thoughts and feelings on various
issues.
• Feel excited by the task and not get encumbered with it.
• Think about the first couple of sentences which can immediately capture the attention
of the audience. Since expressions do matter, express your understanding about the
topic as best as you can. As this activity is stage-oriented, remember to render best
impression on your audience.
• Use your presence of mind, wit and humour, and stay confident while you speak and
deliver your speech.
• Since body language plays an important part in all public speaking situations, use your
non-verbal ability effectively by looking into eyes of the audience, using appropriate
hand movements, displaying an occasional smile, keeping the head straight and body
upright, and maintaining required distance from the microphone.
• Voice depicts a person's character, mood, feelings, emotions, and tone. Bring variation
in the pitch pattern according to the message you are delivering. The message delivered
and manner of utterance should match well to create the desired impact.
• Along with competence, enthusiasm, and delivery, you must keep 'time' in mind
Delivering quality and valuable speech in the specified duration is the best rendition
that the audience generally expects and appreciates.
• Above all, practising extempore before you participate in the actual competition would
be very helpful.
• These days, many companies use extempore as a recruitment tool to judge a candidate’s
presence of mind, communication skills, expression, and confidence level. Therefore,
participating in such events in your college and university is likely to bring rich rewards
in times to come.
SELECTING AN APPROPRIATE METHOD
In public speaking, not only the pattern but the method of delivery also matters a lot. All such
methods have their own relative advantages and disadvantages. A brief discussion on these
methods would help you figure out which of these methods suits your purpose on a particular
occasion. Broadly categorized, there are four major ways of delivering a speech. These are as
follows:

• Speaking from Memory

 • Speaking Impromptu
• Speaking from the Manuscript
• Speaking from Notes

Speaking from Memory

Some public speakers rely heavily on their memory for delivering their speeches. Speaking
from memory suggests that the speaker has to memorize all the text of his/her speech and
deliver it verbatim. While choosing this method, one has to not only prepare really well, but
also rehearse it a couple of times to deliver the speech effortlessly. In this method of speech
delivery, the speaker's concentration and memory play a very crucial part. This mode of
delivery has some advantages and disadvantages, a few of which are listed below.

Advantages
Following are the advantages of speaking from memory:
1. Memorizing an entire speech helps the speaker put across his/her ideas with requisite flair,
tone, and tenor.
2. The method requires a lot of practice and rehearsal, which in turn, helps the speaker to be
well prepared for the speech.
3. Since the speaker is usually well prepared while speaking from memory, he/she can maintain
better eye contact with the audience while delivering the speech. 4. With this method, the
speaker has the advantage of casting and recasting the entire text of the speech, and making it
as impressive and emphatic as possible.

Disadvantages
Following are the disadvantages of speaking from memory:
1. It is generally seen that speaking from memory makes a speaker rely too much on it
2. Since the entire speech is memorized by the speaker, forgetting some part of it is tant
mount to losing an entire thread and can derail a speaker's momentum.
3. Normally, we do not memorize things and speak on the basis of it. Therefore, when a
speaker chooses this method of delivery, he/she is bound to appear unnatural.
4. As the entire text is already memorized by the speaker, it does not give him/her much
room for creativity and originality.
5. While choosing this pattern, the speaker binds himself/herself to expressing certain views
which he/she cannot change even if the situation so warrants.
6. Adopted generally by novices, the method of speaking from memory often smacks of a
person's lack of experience when he/she endeavours to choose this method.

Speaking from the Manuscript

In sharp contrast to speaking from memory is the method of speaking from the manuscript.
When speaking from memory, the speaker has no paper for support, whereas in speaking from
the manuscript, the speaker walks in with the entire manuscript of the speech written, which is
read out word for word. Just like the memory method, speaking from the manuscript also has
its advantages and disadvantages.

Advantages
Following are the advantages of speaking by looking at the manuscript.
1. Since the entire speech is written to be read out from the manuscript, it adds to the
confidence of an inexperienced speaker.
2. As the entire text is already written, the margin of error is minimal.
 3. In situations where accuracy is extremely important, this method of delivery is quite
useful.
4. As the entire speech is to be first written and then delivered, it helps the speaker prepare
thoroughly for the occasion.
5. Since the text is already written, it can be edited and rewritten many times to create the
right impact on the audience.

Disadvantages
Following are the disadvantages of speaking by reading out from the manuscript:

1. As the speaker reads from the manuscript, the entire speech-making process looks too formal
and monotonous at times.

2. Since the speech is already written, the speaker does not have the chance to make changes
at the time of delivery, if required. 3. As the entire speech has to be uttered verbatim from the
script, it lacks originality and spontaneity.

Reading from Manuscript without Eye Contact can be Boring

Speaking Impromptu
Unlike speaking from a manuscript and speaking from memory, impromptu speeches are those
that are delivered at the spur of the moment. Though in one's professional life most things are
planned in advance, an impromptu speech does not emanate from any such planning. You are at
times invited to ‘say a few words' without any intimation or prior notice. A speech thus delivered
without preparation is considered an impromptu speech, like all other methods, this method too
has some advantages and disadvantages which are listed here.

Advantages
Here are the advantages of speaking impromptu:

1. Since in impromptu speeches you are called to speak a few words, nothing much is expected
your listeners know that you were not given any chance to prepare, so they do not judge you
strictly to an impromptu speech, and audiences are always keen to see their speaker.

2. Since the speaker delivers his/her thoughts without much preparation, he/she enjoys public
consideration and sympathy.
3. Delivering well in impromptu situations is like investing minimum and accruing maximum
as the expectations are low and the level of emotional approbation is quite high.
 Disadvantages
Following are the disadvantages of speaking at the spur of the moment

1. When someone is asked all of a sudden to walk up to the dais and say a few words, they are
bound to feel a little nervous and jittery. Because of this suddenness, sometimes the speakers are
not able to speak with conviction or clarity.
2. Impromptu speeches often lack organization of ideas, simply because the speaker has to
chance for arranging his/her thoughts in proper order.
3. One crippling disadvantage of the impromptu method of speaking is that even if the speaker
says something meaningful and profound, it is not taken very seriously.
4. In impromptu speeches, the audience’s patience runs short and they are in a hurry to
judge the speaker and his/her ideas. Therefore, one can't speak at length in an impromptu
speech.

the speaker delivers his/her thoughts without much preparation

Speaking from Notes

One of the best-known ways of delivering a speech speaking from notes has been regarded as
the most favoured method chosen by most of the speakers. In this method of delivery, the speaker
prepares notes/points/slides and enumerates the main ideas with the help of these main points.
Regarded as probably the best method of delivering a speech, this method has a few die
advantages and numerous advantages, some of which are given below:

1. While speaking from notes, the speaker can afford to look natural and spontaneous.
2. Speaking from notes makes the speaker also look prepared and yet flexible in approach.
3. While speaking from notes, the speaker can also maintain eye contact with the audience most
of the time.
4. Since the speaker does not either read out from the manuscript or speak from memory, he/she
has an added advantage of making necessary changes at the time of delivery if required.
5. As the speaker also does not go into a speech situation as abruptly as he/she ventures
it while asked to make an impromptu speech, he/she is both prepared and yet flexible to changes
wherever required.
6. While speaking from notes, the speaker gives the impression of being professionally
prepared and in control.
7. Choosing this method also gives him/her an opportunity to appear more spontaneous and
natural.
8. Unlike impromptu or memorized speeches, the speaker in this method has the facility to
adapt to the situation better and manoeuvre his/her ideas accordingly.
9. In this method of delivery, the speaker has the advantage of figuring out the response of the
audience as he/she speaks, which enables him/her to change his/her ideas as per the expectations
of the audience.
10. Regardless of the method or the pattern chosen for a speech, you need to concentrate on
making it work. Since public speaking is essentially a creative process, all speeches are judged
on the scale of persuasion and interest. It is believed that every time a speaker walks onto the
dais, he/ she faces the twin challenge of persuading and influencing his/her audience and keeping
his/her speech interesting and captivating.

EXERCISES

Concept Review Questions

1. Imagine that as the Media Relations Officer of Mega Products Pvt. Ltd, Delhi, you are
required to deliver a speech on the Role of Media in Corporate Sector. Write the full text of your
speech. Invent the necessary details.
2. 'Speeches are not just meant to be spoken, they also are required to be made interesting
and entertaining to the audience. What are the strategies that can make a speech interesting and
entertaining to the audience? Discuss and substantiate with appropriate examples.
3. In delivering a speech, patterns of organization and modes of delivery play a very
significant role. Highlight the importance and suitability of each of these patterns and methods
generally employed in the speech-making process.

PARALINGUISTIC FEATURES
Just as we can communicate various attitudes through our gestures, posture, expressions, and
body movements, eyes, and hands, we can express emotions and feelings with the help of
different aspects of our voice. Though we cannot radically change our voice, there are different
aspects of voice which can be carefully worked on to create the right type of impact on our
listeners while we deliver a speech, make a presentation, participate in a group discussion, or
appear for a job interview.

Rate
The rate refers to the number of words we utter per minute. When you speak in professional
situations, try to assess whether you speak too fast or too slow. Speaking too fast is related to
a lack of comfort. A speaker who does not feel sure of himself/herself generally feels
intimidated by the challenge of speaking in professional situations. This leads to a feeling of
nervousness, and the best solution seems to speak as fast as one can and be finished with the
frightening prospect of standing in front of the audience. Such a speaker, however, fails to win
the audience as the breakneck speed of delivery not only reveals the speaker's lack of
confidence but also makes it difficult for the audience to comprehend, assimilate, and digest
what is being said by the speaker.

Just as too fast a pace causes inconvenience to the audience, so does a pace far too slow. In
fact, too slow a pace of your speech is most likely to cause monotony and boredom to such an
extent that the audience starts feeling sleepy and loses interest in the speech. Moreover, too
slow a rate suggests a lack of preparedness on the part of the speaker.

Now the question arises: How does one understand what a slow or fast rate is? Studies in this
regard suggest that a rate between 125 and 150 words per minute is ideal in professional
situations. However, if the matter needs deep thought and meditative attention, the rate is
generally a little slower. Similarly, when we have to share something in an exciting or casual
way, the rate of delivery can accelerate.

Pauses
Pauses are an essential part of all human interactions. We pause between different thought units
in our day-to-day interactions with others. Therefore, if we do not pause while we speak in
professional situations, it only makes our speech appear unnatural and hasty. Pauses lend
credibility to the text of the speech. The speakers who pause suggest that they are quite
accomplished, poised, and composed, and are not really worried about not being able to locate
an idea once they have paused. Thus, if we pause, we display a sense of security and a feeling
of assurance that we know how to go further in our speech after a pause. On the contrary, those
who do not pause seem to be in a hurry. Moreover, those who rush through their speeches and
presentations are nervous about using pauses, as once they stop, they feel they would not know
how to resume or reconnect.

By all means, we must use pauses while speaking in professional situations. They make our
speech sound natural. Moreover, pauses are also required for the audience to comprehend what
you say, relate it to your earlier statement, and critically participate in the act of communication.
The most crucial thing about pauses is their timing. A rightly timed pause is as important as a
rightly placed word. Since a pause has to indicate either the emphasis or the conclusion of a
thought unit, it is important not to put them at the wrong places. Therefore, whenever you
pause, pause at the conclusion of a certain thought unit and not in between.

Remember, a rightly timed pause adds to the value of what you say and makes it adequately
natural and emphatic. A wrongly placed pause, however, distracts the audience. Also remember
that though a pause is always a natural breather, both to the speaker and the listeners, silence-
a longer pause makes the audience feel impatient. To understand the difference between a pause
and silence, let us look at a speech situation. When a speaker comes to speak, he/she first takes
his/her position, walks up to the lectern, waits for things to be in order, and then starts. All this
while, nothing is spoken and heard; this is what silence is. It is a long pause which indicates
the beginning of new momentum, whereas a pause is a short silence which indicates a natural
gap between different thought units, and is meant to secure emphasis at certain places.

Just as silences or wrongly placed pauses distract the audiences, so do the vocalized pauses
which truly spoil the impact of an otherwise effective speech. Vocalized pauses are sounds as
'ummert, 'aa..., etc. In professional situations, they act as a nuisance since they do not add to
the meaning of what you say they only suggest that we struggle with ideas and are not in control
of our matters and manner. So, if we use vocalized pauses frequently in personal situations, we
are likely to be mocked. Similar to vocalized pauses is the overuse of repetitive expressions.
Many a time, we one across a speaker who adds a phrase such as "you know..., "I mean...,
'actually, "basically in fact.... okay... well, or 'right..., to almost all the ideas he/she
communicates. Using an expression once in a while is not distracting, but when we start putting
up a string of expressions to begin or end all that we have to say, it surely distracts the audience.

Volume
A speaker's volume often decides how he/she is likely to be received by the audience. The
speaker who speaks at a low volume is likely to be seen as someone who lacks confidence
whereas a speaker whose volume is too high suggests his/her boorishness. Low volume is
essentially associated with diffidence, and once you reveal that you lack confidence, you can
gain control of your audience or command their respect as a speaker.

At the other extreme is the speaker who speaks so loudly that the people in the front rows start
dreading him/her. A speaker of this type is also likely to be rejected by the audience, in ply
because it suggests his/her arrogance.

Now the question arises: How do we understand whether the volume we maintain is adequate
or not?
In order to understand this, carefully observe the reactions of the audience while you speak. If
you see some smirks or mocking expressions on the faces of the people sitting in the first couple
of rows, the chances are that you are speaking far too loudly. On the other hand, if you observe
people in the last rows craning their necks and their faces registering confused expressions, it
means that you are not audible enough. Remember, maintaining an adequate volume is
extremely crucial for creating the right kind of impact on your audience, and if you are found
wanting in this, you are likely to be rejected by them.

Pitch/Intonation/Cadence/Voice Modulation
Pitch refers to the rise and fall in a human voice. Just like the other aspects of voice, pitch plays
a crucial role in communicating your ideas to others. In fact, it is the pitch-the rise and fall-in
your voice which can express all the emotions that are to be conveyed. So that you do not
confuse volume and pitch, let us understand the difference between the two.

All of us listen to songs on our stereos, CD players, iPods, etc. When someone asks you to
make less noise, what do you do? We simply lower something. What is it that you lower? Is
the pitch or the volume? Obviously, it is the volume of a song that you can decrease or increase
but you cannot increase or decrease the pitch. However, what characterizes a song is not
volume, but the pitch which the gifted singers so meticulously vary. And not just singers, b all
speakers need to effectively employ variation in pitch patterns in their speeches. Pitch
something that adds colour and lustre to your voice, and hence plays an important role in the
overall communication process.

PROXEMICS/SPACE DISTANCE

Have you ever observed lions and tigers in a zoo? Do they appear to be comfortable with
their caged existence? Don't you often find them moving restlessly inside their cage?
Tigers and lions and none of the other animals or birds seem to be happy inside a cage.
Therefore, they appear to be restless and disquieted most of the time. The situation gets worse
if many of the are put inside the same cage. You often see them attacking and mauling each
other. Why does happen? And it is not just animals or birds but also humans that detest being
inside cages. all love our freedom and want to protect it at any cost.

Observed closely, however, it seems that it is not just freedom but also space that matters us,
Physically, all of us are free. But when we see a crowded place, we do not feel comfortable We
do not want to board a crowded bus or train; sit on a waiting bench where others are singing
stand in a long queue, or sleep in a room that seems cramped and crowded with things. These
are only a few instances which suggest how we all want our own territory and space to feel
relaxed and enjoy comfort that is lost if we are surrounded by things or people.

While communicating in formal situations, therefore, it becomes quite important for as

understand and respect the territories of other professionals, and see to it that they never feel
intruded. In fact, if you stand too close to people while speaking to them in a formal situation
they are likely to resist and resent your presence.

Just as standing or sitting close to others may make them feel intruded upon, and violated or
choked, standing or sitting too far away may communicate a sense of alienation and lack of
warmth. Therefore, it becomes important for us to understand the different zones into which
the psychological territories of human beings can be divided. How we can appreciate the
various psychological zones maintained by most of us are given below.

Intimate Zone
No stranger is welcome into the intimate zone which is shared only by spouses, lovers, children
parents, and very close relatives and friends. Anyone who tries to enter someone's intimate re
in professional situations is more likely to seem like an intruder.

Personal Zone
Watch carefully the distance maintained by people while they interact with one another during
business gatherings, social functions, parties, and other friendly get-togethers. The distance
maintained by people in a zone varies from a couple of inches to a couple of feet and is
indicative of the warmth or the necessity to maintain formality in relations. When the personal
and the professional relations seamlessly fuse, it becomes possible for professionals to enter
each other's personal zone without appearing to be intruders.

Social Zone:
The distance maintained between a couple of feet to several feet is suggestive of the social that
we maintain while interacting with strangers or occasional visitors such as laundry persons,
gardeners, plumbers, electricians, etc. In professional gatherings, people sometimes are se
maintaining this distance, social distance is effectively maintained in situations where
professional needs overweigh the personal.

Public Zone
In most professional communication situations, public zone is most commonly maintained by
the speakers and their audience. Consequently, we find a defined area from where the speaker
has to address his/her listeners. Though a distance of some feet is usually maintained between
the speaker and the listeners while they share a public zone, the actual distance maintained
differs from culture to culture. For instance, it is quite possible for a teacher in India to walk
up to his/her students and reduce the distance of several foot to barely half a foot or so. It may
not be possible for them to do so while addressing students in some other countries.

HAPTICS
Just as it is important to learn and maintain proper distance in professional situations, it is also
worthwhile to understand the subtleties of haptics, which in such situations is limited to
handshakes or occasional hugging and patting. Of course, a handshake is a very common
etiquette that people in almost all situations seem to observe. Very often we see people
exchanging handshakes while communicating a welcome greeting as well as signalling a
departing greeting. In some very formal situations, we see the heads of states, such as the prime
ministers of two countries, shaking hands with their counterparts. In such situations, a
handshake generally signals the sealing of a contract or agreement.

Besides that, a handshake among professionals is

regarded as a sign of the warmth that is required to
be communicated in almost all human interactions.
Hence, as professionals, we must not hesitate while
being offered a handshake by a superior or senior.
At times, some nervousness is seen on the face of
youngsters who are offered a handshake by their
senior officers or boss. Many of us tend to put our
hands together to form a namaste. However, not
responding to a handshake with a handshake may
appear to be curt and it is advisable not to shy away
from such opportunities. Similarly, many men are seen simpering and displaying a nervous
smile when offered a handshake by a woman colleague or professional.
Respect Other People's Personal Space

In professional situations, it augurs well to suggest

that you have a cosmopolitan upbringing, and that you do not obsess yourself much with the
distinctions of caste, colour, creed, and gender. Therefore, you are advised not to spurn a hand
that is extended in your direction.

There is hardly any sense in running to the other side of the shore as well, and shaking hands
with everyone who comes your way in professional situations. In fact, before extending our
hand for a handshake it is required that we analyse the situation and assess whether extending
a hand for a handshake is appropriate or not. However, whenever you shake hands with others,
let it be a firm handshake and not a clammy and limp one. Extending a lifeless hand for a
handshake is similar to suggesting your lack of interest or rudeness towards others. Therefore,
let your haptics too suggest your zeal and enthusiasm while dealing with others in professional
situations.

Though handshakes are common and easily acceptable in professional situations, other forms
of haptics such as hugging and patting on shoulders are rarely practised. Such signals an
important in some situations where a professional has to emit warmth and personal interest,
particularly to his/her subordinates. Therefore, a team leader is often seen patting the shoulders
of his/her subordinates while sharing a sense of celebration or achievement with them. Since
both such situations and leaders are few and far between, hugging and patting is not very
commonly displayed in professional situations. The most important thing to bear in mind with
regard to haptics is to observe and adopt the pattern followed by other senior professionals
around you.

EXERCISES
Objective Questions
State whether the following statements are true (T) or fake (F).
1. The way you look-your clothing, grooming, and posture-telegraph a delayed non-verbal
message about you.
2 All the gestures and postures have a fixed and permanent meaning in communication
situations.
3 Study of the non-verbal cues helps in identifying whether people actually mean what
they say while delivering their messages.
4 The intimate space zone for social interaction is reserved for colleagues.
5 Voice modulation is essential for effective speech making.
6 Rate refers to the number of variations per second of your voice.
7 Vocalized pauses enhance the impact of an oral presentation.
8 Non-verbal communication effectively reinforces verbal communication.
9 A person well prepared for a presentation is able to create a profound impact even if he
does not pay attention to the effective presentation strategies.
 10 Actions speak louder than words and thus, Kinesics provides a deeper insight into the
sender's message.
11 The most effective way to hold the audience's attention is to make proper use of
paralinguistic features.
12 Slurry and choppy articulation leave a bad impact on the audience.

Concept Review Questions

1. Body language can make or mar a speech: Discuss and elucidate.
2. It is not just the body language but other paralinguistic features also which determine the
effectiveness of a professional speech or presentation
Comment on this statement and support your views with proper examples.
3. Write a brief note on each of the following: (1) Haptics (ii) Proxemics
4. Like body language, your voice carries both intentional and unintentional messages: In the
light of the statement, discuss the various aspects of voice that determine the success of any
speech or presentation.
5. The most effective way to hold an audience's attention is to make proper use of paralinguistic
features In the light of the statement, discuss the importance of various paralinguistic features.
6. 'Actions speak louder than words and thus Kinesics provides a deeper insight into the
sender’s message. Elucidate the statement in about 350 words giving suitable examples from
your own experience.
7. Write short notes on each of the following in abo 200 words:
(1) Posture (ii) Gestures (iii) Facial expressions

TYPES OF PARAGRAPHS
Paragraph writing can be divided into four types, according to writing purpose, for ease of
understanding. Paragraphs can be developed in a number of ways, depending upon your
purpose, the topic and the kind of reader you have in mind. The different methods of paragraph
development can be considered in terms of two broad categories:
i. those which stay strictly within the scope of the topic: e.g., illustration, description,
definition, and cause and effect.
ii. techniques which involve a second topic: e.g., comparison and contrast.

Cause and Effect

You may in some cases need to use the technique of cause and effect. You may, for instance,
want to know the cause of your poor grades, or of a bus accident, the effects or consequences
of taking drugs, deforestation, etc.

Analysing the cause can be quite a complex task. For example, a daughter’s rebelling against
her father and leaving home may have an apparent immediate cause, but there may also be a
chain of causes going back into the past. Thus, there are likely to be many causes not just one.

Read the following paragraph and see how this device is used effectively:
The effect of guilt in a person's life can easily be observed throughout his/her life. Those who
are constantly gnawed by deep-seated guilt often blame themselves for all the problems around
them Such people are never optimistic or excited about anything in their life. Most of the time
they are sad and gloomy. They keep lamenting their actions of the past, and their present keeps
drifting away from them. It leads to the multiplication of guilt, as the guilt of lost opportunities
gets combined with the mistakes committed in the past. This vicious circle of guilt hence never
allows its victims to succeed or be happy in life. It is so because guilt saps all enthusiasm,
energy, and an urge to survive or excel the result is that guilt-ridden individual tires quickly.
Not being able to enjoy life or carry out their responsibilities in full measure, such people retreat
into an apathetic, dull, listless condition and are even prepared to bring their life to an end.

By relating the feelings of guilt to an apathetic, dull, and listless condition, the author provides
to us the psychological perspective through which one can observe why the underperformers
in life lead a life of little activity as they constantly wriggle under the weight of a constantly
tormenting sense of guilt.

Effects or consequences can be handled in much the same way as you handle reasons or causes.
But keep in mind now the main idea is regarded as causing the consequences discussed in the
rest of the paragraph. The paragraph you may write deal with only a single effect or refer to
several effects. If several consequences are listed, you must be careful to distinguish between
the major and the minor ones.

Comparison and Contrast

Do you know that comparison and contrast are common devices in writing? Mainly because
we tend to think that way! You know our decisions are often based on comparison and contrast.
For instance, comparison and contrast dominate your thought if you decide to join a particular
college or university, when you choose a career or a job, and even when you buy a particular
brand of toothpaste. In your mind, you often try to compare your teachers, your neighbours,
the cities that you have been to, the food served at different restaurants and so on. Hence
comparison and contrast are a continuous process in everyone’s lives.

See how the speaker brings to the fore the significance of changed perspective that
characterizes a teacher's life in modern times:
It has been the tradition of our country that man is not measured merely in terms of money, and
this is particularly true of scholars who impart education to others. In ancient times, a student
used to live with his teacher or the Acharaya and, just like the latter's own children, become a
member of the family. The guru had to bear the entire burden of maintaining the pupil and in
lieu of fees, the pupil would gather wood from the forests or take the cows for grazing. Till
comparatively recent times, it used to be considered improper to charge any fees for imparting
education. But times have now changed. India cannot keep herself isolated from the rest of the
world. Not only cotton, wheat, and maize but everything else of value is measured in terms of
money. We should neither feel surprised nor should we blame any one of those who have
adopted the educational profession as a career, also measure their worth in terms of money.
Such a development was inevitable, for, when social recognition is based on money, teachers
could not but fail to come under its influence. Teachers have, therefore, begun to make demands
for more money. Previously, the students used to discharge their obligations towards their
teacher by serving him while they were his students and later, when they had completed their
education and entered family life, by imparting education to others.
Source: Rajendra Prasad, Speech at the opening ceremony of Engineering
Block, Birla Vidya Vihar, Pilani, cited in Deepvali Debroy, compiler, Famous Faces, Famous
Speeches, New Delhi: Vikas Publishing House, pp. 174-175.

By saying that in ancient times it was the student who used to help the teacher in the times of
the latter's need, the speaker puts the entire complexity in a proper perspective. The
comparisons drawn by the speaker help him sound authentic and unbiased. Thus, through
comparisons and contrasts, we can carry conviction and authenticate our perspectives in an
objective and emphatic manner.

Narrative Description
Look at the following paragraph and figure out the technique employed:
The long, steep road that lead to Sholagar Thotti a village atop the Sathyamangalam hills-is
strewn with stories of fear, pain, suffering, and ignominy. Our guide Jeeva Jothi has a tale to
tell at every turn. This was where Veerapan kidnapped actor Rajkumar, he says, pointing out a
bungalow in Thalavadi village. Veerapan is supposed to have frequented this, he says, pointing
to a tea shop at Hasanur.
Source: Kavitha Murlidharan, "Weary Victims: The Week, 25 October 2009, p. 58.

This small paragraph is quite catchy. Can you guess what makes it interesting? It actually is
the narrative description of the passage that makes us read this. In this paragraph, the writer
ventures to tell a story to the reader so that the message is communicated in an engaging
manner.

Analytical Paragraph
An analytical paragraph analyses a situation with the help of facts, figures, and information
and tries to draw inferences on the basis of these.

Read the example below and observe how the author analyses the issue of gender disparity
with the help of facts and figures:
In a highly stratified society like India, there are numerous layers of differentiations apart from
those concerning caste and class. Gender is now recognized as a more pervasive and distinct
category of social stratification. The literacy rate among the tribals is not only low but also
shows a high level of gender disparity. During 1971, female literacy among tribals was 4.85
per cent at the all-India level and only 0.49 per cent in Rajasthan. By 1981, it had increased to
8.05 per cent at the all-India led and 1.2 per cent in Rajasthan. Despite massive efforts by
government and non-government agencies it was still 19 per cent at the all-India level and just
4.42 per cent in Rajasthan in 1991. The states of Andhra Pradesh with 8.68 per cent and
Rajasthan with 442 per cent have remained at the bottom of the tribal female literacy table. On
the other hand, states like Mizoram (78.74%), Nagaland (5451 Sikkim (50.37%), and Kerala
(51.07%) have more than 50 per cent literacy among the tribal female population. It is
significant that Andhra Pradesh, which has a lower tribal literacy than Rajasthan, has higher
literacy among the tribal female population.

Read another example of an analytical paragraph. In the paragraph given below, the author
analyses the situation without using any statistics and figures:

Adverse weather (or the threat of adverse weather) can cause an accident in many different
ways Weather information is generally a prediction but not always accurate. Weather
information is provided to flight crews at dispatch and in flight also, but is not always timely.
Flight crew decisions based on available information are taken, but not always made in
accordance with prescribed procedures There is no clear way, and indeed no practical need, to
separate the entirely environmental factors from the truly operational ones.

In a succinct way, the author of the above passage deftly analyses the situation. Therefore, in
an analytical paragraph, it is not mandatory for us to elaborate all the time. A tidy and precise
analysis should be preferred to detailed statistical data if situation so warrants.

In short, remember to keep the following points in mind while writing an analytical paragraph.

1. Present the situation as it is and also as it should be.

2. Interpret the data or situation with interpretation, comparison, and contrasts.
3. Be elaborate while interpreting data and succinct while analysing a situation without it.
4. Don't sound equivocal and far too philosophical in tone and style.
5. Present both sides of the coin. 6. Choose direct and emphatic word order.

REPORT WRITING

Introduction

Whether a person is a public servant in a government organisation or a business manager in a

multinational company, almost everyone may be asked to write reports at some point of time
or the other. Professionals such as administrators, scientists, business executives, and engineers
have to write reports for different purposes. A scientist may have to write a technical report
that provides scientific data, whereas the sales manager of a company may need to prepare
weekly sales reports to answer questions about how effectively sales targets are being achieved.
Reports are important because in most organizations executive decision-making is based
almost entirely on them. Reports may vary from a one-page informal trip report summarising
the events of a business trip to a 250-page formal annual report of an organisation. They may
be presented orally, electronically, or in written form. They may also vary in form, content,
approach, and purpose. It is, thus, difficult to provide a specific but comprehensive definition
of the term ‘report’. The literal meaning of the word ‘report’ is ‘a formal or official statement,
as of results of an investigation or matter referred’ or just ‘a statement of facts’.

A report is a formal document written for a specific audience to meet a specific need. It may
contain facts of a situation, project, or process; an analysis and interpretation of data, events,
and records; inferences or conclusions drawn from objective data; or suggestions and
recommendations. Although reports may include a variety of topics and objectives, they all
help in the process of decision making by answering questions and determining ways to
improve certain situations. As a common type of communication used during work, reports
reinforce, prompt, motivate, and persuade the readers to act. Reports normally move in an
upward direction and are used to communicate to the senior levels in an organisation.

Types Of Reports
There are many different types of reports. The basic format and elements remain the same but
they vary in terms of the purpose and extent of formality. We will discuss some common types
in this section.

Feasibility reports
While undertaking a new project or starting an establishment, the possibility of launching it
should be assessed. The pros and cons of it and the cost, gains, glitches should be thoroughly
studied. The report studies the problem, opportunity, and plan for taking action. The
conclusions are very important as they indicate whether the project being considered is feasible,
not feasible, or partially feasible, and hence directly helps decision-making.

Project reports
A project can be defined as a sequence of unique, complex, and connected activities having
one goal or purpose and that must be completed by a specific time, within a budget and
according to specification. At the end of a project the person or the team who has accomplished
it writes a report explaining the details. For instance, as a part of their curriculum, students of
technical and professional courses may undertake some projects of theoretical or practical
nature under the guidance of professors. While some projects may last for a semester, some
others may be completed in fifteen days or one month. But only when they submit their project
reports their project is considered as complete. A student carrying out a project on the topic
‘Effective use of the Internet on campus’ may conduct a survey among the users of the Internet
on campus, interpret, and analyse the data collected and suggest some measures to improve
upon the effective use of Internet on campus. When he/she prepares the project report, he/she
will choose appropriate elements and write the report. Such reports generally include the title
page, certificate, acknowledgements, contents, abstract, the main body consisting of three or
four sections, appendices, references, glossary, etc.

Report Formats
As listed in the table, there are four common formats of reports, that is, printed forms, letter
format, memo format, and manuscript format. The choice of format can be made according to
the nature, length, scope, and function of the report, and type of audience.

Format Description
Printed forms Forms prepared to record repetitive and routine data
Letter format Short informal reports to be communicated to someone outside an
organisation
Memo format Short informal reports to be communicated to someone within an
organisation.
Manuscript format Formal reports are printed on plain paper.

Printed Forms
Printed forms are generally used to collect routine information. For example, a company may
keep printed forms for recording daily production or monthly sales. Similarly, an organisation
may use printed forms for trip reports, conference reports, laboratory reports, inspection
reports, confidential performance reports, and so on. Using a printed form is quite simple
because the person filling it is just required to fill in the blanks, or tick against the listed items.
Detailed descriptions or discussions need not be provided.

TOUR REPORT
Report on Participation in Professional Conference
Office order No. 14789/2015 dated 04-01-2021
Name of the officer: Kumar Abhishek
Designation: Senior Marketing Manager
Address: Regional Office, Syndicate Consultancy Services Pvt. Ltd. Nayadeep,
Andheri (W), Mumbai-53
Name of the conference: Emerging Concepts in Sales and Marketing
Name of the Organiser: Indian Management Association
Place of Conference: Hotel Tajmahal, Mumbai
Duration of Conference: January 14 – January 18, 2020
Organisation of Conference:
(a) Sponsors of the Conference: 1. Tata Consultancy Services 2. Air Sahara 3. Reliance
Industries
4. Indian Airlines
Date: 27th January, 2020
Signature: Kumar Abhishek

Letter Format
The letter format may be used for short reports that have to be communicated to someone
outside an organisation. A letter format contains all the elements of a letter along with some
additional sections such as illustrations, references, and so on. Headings may be used in a letter
report. The letter format may be used for informational, analytical, routine, special, or non-
formal reports. For example, there is an accident on the shop fl oor in a company and report
has to be sent to the insurance company. Other examples of the letter format include evaluation
reports, feasibility reports, survey reports, legal reports, and so on.

Example
Alpha CONSULTANCY PVT. LTD.
C-21/12, Ring Road, Delhi-110 052
www.alphagroup.com
January 31, 2015
Mr G Ravi Kiran
Chief Safety Officer NDP Limited,
NDPL Building 37-D, Jawaharlal Nehru Road,
Kolkata-700 071

SUBJECT: MINE INSPECTION REPORT

Dear Mr Ravi Kiran:
The Alpha Consultancy team inspected the AP section of the IV Seam in NDP Colliery to
collect various parameters to determine the Rock Mass Rating (RMR) of the roof. A detailed
description regarding different locations visited is given below:
Location A: Shaft Level East I (Rise)
Roof rocks were exposed at this place upto a height of 3 meter by blasting to study the rock
types and layer thickness. Three rider seams of thickness varying from 3.5 to 4 centimeter are
observed at different horizons. Samples were collected for petrographical study.
The inspection team included Dr Suresh Patra, Dr Seema Biswas, Mr Animesh Kumar and Mr
Mohan Srivastava, all senior consultants at Alpha Consultancy.
We at Alpha Consultancy believe that the findings of the team will help you go ahead with
your plan to modernise the support system with permanent roadways.
Sincerely,
Sd/-
A P Khemka General Manager

Memo Format
The memo format can be used for short reports that have to be communicated within an
organization. A memo format should contain all the elements of a standard memo. In addition,
it may contain a few extra sections. Like a report in the letter form, a memo report should
contain headings for easy reading and reference. The memo format may be used for all types
of reports, that is, informational, analytical, routine, special, or non-formal. An example has
been given in the figure below:
Manuscript Format
The manuscript format can be used for long and formal reports. These reports are divided into
sections and sub-sections, each with a clear heading. These headings and sub-headings are
organised in a logical sequence. While preparing a report in manuscript form, the writer needs
to be careful about its structure and elements. A structured report will help in thinking clearly
and deciding where to put each fact or idea. It also makes reading easy and helps the readers
find the information they need.

Exercise
Which of the four formats of reports would be the most appropriate for each of the following?
(a) Annual report of a research organisation
(b) A report on the progress of a research project
(c) Daily production report of a lift manufacturing company
(d) A Research report
(e) A product launch report to be written by the marketing manager of a company for the
marketing director of the company.
(f) Monthly sales report of a pharmaceutical company
(g) A report on the feasibility of launching a new product
(h) A short report examining the problem of poor sales of a new product

RECOMMENDATIONS:
If recommendations are to be made, they should be given at the end of the report under the
heading of suggestions or recommendations. It is needless to mention that the
recommendations should be based on what has been studied, analysed or scrutinised. Normally,
management takes decisions on the basis of such recommendations given in the report.

POWERPOINT
PowerPoint is used to create overhead transparency, paper, 35mm slides, Photo Print or on-
screen presentations. We can insert pictures, sounds, animation and type text in presentations.
There are Auto Layouts and templates that make the creation of a presentation simple.
PowerPoint offers a way to preview the show, add special effects to the slides as displayed on-
screen and rehearse the timings of each slide.

STARTING POWERPOINT

1. Click on the Start button located at the bottom left corner of your Windows
environment.
2. Select the Programs option from the Start menu as shown in Figure.
3. Select the Microsoft PowerPoint option from the Programs submenu.
4. PowerPoint dialogue box appears as given in the Figure below.

PowerPoint Dialog box

PowerPoint Presentation Screen

The PowerPoint Presentation screen is
shown in Figure 9.2. It provides you with four options: AutoContent Wizard - If you click on
the AutoContent Wizard option, it displays a list of Presentations that you can select. Then a
series of Wizard dialogues guide you through the creation of the new presentation. Design
Template - Presentation templates are built-in designs that contain colour schemes and design
elements that provide a background for a slide. They are also referred to as a design in
PowerPoint slides.

Blank Presentation - Opens a presentation with no elements or design background in place.

This selection offers a lot of flexibility in creating your presentation elements.
Open an Existing Presentation - Opens a browse dialogue box to locate a PowerPoint file
that has previously been saved.

PowerPoint Screen
Menu Bar

The menus in PowerPoint are similar to the menus in other Microsoft Office applications like
MS Word. PowerPoint menus are most similar to Word menus having File, Edit, View, Insert,
Format, Tools, Window and Help.
The Slide Show menu is unique to PowerPoint, which contains commands to rehearse timings
for a presentation and control animation.

Toolbars

The toolbar is a collection of buttons. These buttons are usually the shortcuts to the commands
of the Menu Bar items. All of these commands can also be activated through menus. Tools are
shortcuts to initiate actions with a single mouse click.
Again, all the Toolbars like standard, formatting and Drawing Toolbars are same on the
application like MS Word and MS Excel.

Status Bar

The first panel shows the number of the current slide on which you are working.
The middle panel on the status bar provides the name of the template on which the presentation
is based. You can also double-click on this area to apply a new presentation template.
The final panel is a tool for initiating a spell check of your file.

CREATING A NEW PRESENTATION

PowerPoint offers a variety of ways to create a new presentation. You can create the
presentation by using a wizard or templates, or you can create blank presentations that contain
no colour or style or enhancements. Let us see how.

Creating Presentation Using a Template

When predefined slide and title, colour schemes and graphics elements are saved in a
presentation file, it is called a presentation template. If you select the Template option from the
PowerPoint opening dialog box, the New Presentation dialog box is displayed as shown in the
figure below:
New Presentation

In the New Presentation dialogue box you can select one of the following tabs:
General - It offers the option of creating a blank presentation or framing your presentation
based on any template file you have stored in the Template folder.
Presentation – The presentation Designs tab contains professionally designed templates and
Designs based on which you can make a presentation. Each presentation design includes colour
schemes, graphic elements, background and a master with complete text formatting.
Presentations - The presentation tab contains many pre-defined templates that include colour
schemes and font formatting, and slide layouts with suggestions for slide layout. The
Presentations tab also includes the AutoContent Wizard, which guides you through the process
of creating your presentation.
Web Pages – The web pages tab helps you to create presentations and save them as Web
documents. If you select a presentation template from the Presentations tab and click on the
OK button, a new presentation will be displayed on the screen, complete with one or more
slides created.
 U 4: READING SKILLS

READING—A COMMUNICATIVE PROCESS

INTRODUCTION

Reading is a complex communicative process of receiving and interpreting the written word. It
involves recognizing what is written and comprehending the matter, i.e., understanding the main
and subsidiary points as well as links between different parts of the written material. While
receiving and interpreting the written word, the reader is concerned with four factors, i.e.,
decoding, comprehending, text analysis, and response.

Decoding or interpreting in reading refers to the process of changing the coded message into
information. Comprehension in reading refers to the identification of the central theme, main
ideas, supporting details, and writing patterns. After decoding and comprehending the literal
meaning of a written message, its significance is evaluated and appropriate conclusions are
drawn from it. Text analysis is essential for critical and evaluative understanding of a text.

The response is our action or reaction to the written message. It completes the reading process
as it is the last step of reading.

Reading with a Purpose

The most important thing to settle initially is simply why a particular message is being read. Is
it for relaxation, for getting information, or for discussion at a later stage? Is it serious reading
or light reading? Different kinds of texts are read for different purposes. What matters most is
the overall purpose of reading.

An engineering student has to read and interpret textbooks, research papers, and articles in
technical journals, teaching notes, notices, web materials, directories, encyclopedias, laboratory
instruction sheets, safety manuals and regulations, technical reports, and reference materials.

Depending on the purpose of reading, the reader will require different reading strategies and
skills in order to understand the subject-content and language patterns of a message. These skills
include vocabulary skills, visual perceptual skills, rapid reading skills, and intensive reading
skills.
Rapid Reading Skills

Prediction

To be an efficient reader one needs to learn and practice prediction techniques. Prediction is a
rapid reading skill. It refers to the process of reading quickly in order to guess the information
that a passage or text contains. An efficient reader is able to think ahead, hypothesize, and
predict. Predictions about the content of a passage are generally based on headings, sub-
headings, one’s background knowledge of the subject, graphic or non-verbal context such as
graphs, diagrams, charts, and so on as well as linguistic clues.

Prediction includes various micro-skills including the ability to:

• Guess the information that the text contains

• Use the index or chapter headings to roughly predict the central theme of the text
• Scan graphic or non-verbal context such as graphs, diagrams, charts and so forth to
predict the nature and scope of content
• Use discourse and linguistic clues

Prediction involves a pre-reading survey of a text. The techniques of prediction involve: (a)
Glancing rapidly through the text, before reading any part of it, in order to familiarize oneself
with the subject.

Intensive Reading Skills

Drawing Inferences and Conclusions

An inference can be defined as a statement that is based on some situations, observations, facts,
or specific details. Drawing inferences is the process of knowing the unknown from the known.
As science is a process of reasoning, scientists and technocrats have to draw inferences and
conclusions based on observations. All the theories and laws of science have gone through the
process of induction, which is an important method of drawing inferences.

Induction is a reasoning process of drawing general statements from specific observations. All
of us draw inferences from situations, statements, and observations. Inferences and conclusions
can be drawn from the following: (a) Facts (b) Specific details (c) Examples and illustrations (d)
Factual observations (e) Contextual clues.

The following are some examples of drawing inferences (inferences are printed in bold): (a) We
may find that it is easier to pull down than to pull up on a rope, and it may be easier to push
rather than to pull objects. We also find it easier to do a certain amount of work by exerting
small forces through large distances, rather than large forces through small distances. We can,
therefore, perform certain tasks more easily in some ways than in others.

READING TECHNIQUE

SQ3R TECHNIQUE

SQ3R is a reading comprehension method named for its five steps: survey, question, read, recite,
and review.

SURVEY
Gather the information necessary to focus and formulate goals.

• Read the title.

• Read the introduction and/or summary.
• Notice each boldface heading and subheading
• Notice any graphics.
• Notice reading aids

QUESTION

Help your mind engage and concentrate.

Turn the boldface heading for each section into as many questions as you think will be answered
in that section.
READ

Fill in the information around the mental structures you've been building

Read one section at a time with your questions in mind and look for the answers. Recognize
when you need to make up some new questions.

RECITE

Retrain your mind to concentrate and learn as it reads

After each section, stop and recall your questions and see if you can answer them from memory.
REVIEW

Refine your mental organization and begin building memory

Once you've finished the entire chapter using the preceding steps, go back over the questions
you create for every heading. See if you can still answer them. If not, look back and refresh your
memory and then continue.

Exercise

1. Choose a passage from a text prescribed for you and apply the SQ3R reading
method for better comprehension. Answer these questions after using the technique
SQ3R.
a. Describe briefly what you did as the survey.
b. List the three questions you created that you hope to have answered as you read and
study the text. You may form questions from the sub-headings, from vocabulary terms, or
from your own creativity.
c. After you made your questions, read each page of the essay, stopping at the end of each
page to highlight the Topic Sentences and the Major Support Details.
d. Create a brief bullet outline that captures the author's main point and then the major
support points as the support bullets. Try to create the bullet outline from memory, then review
the essay to fill in key points that you may have missed in your first version of the outline.
Compare your finished bullet outline to the one presented here. They should have similarities
without being exactly the same.

DIFFERENT TYPES OF ESSAYS

An essay is a focused piece of writing designed to inform or persuade. There are many different
types of essay, but they are often defined in four categories: argumentative, expository,
narrative, and descriptive essays.

Argumentative and expository essays are focused on conveying information and making clear
points, while narrative and descriptive essays are about exercising creativity and writing in an
interesting way. At university level, argumentative essays are the most common type.
EXERCISE

1. Describe a perfect vacation or your dream destination.

2. Narrate an incident which has been a long lasting memory for you and a learning
experience.

APPLYING FOR A JOB

Job application forms may be electronic or, in rare cases, handwritten. There are usually certain
standard sections, these include:

Experience, Education, Qualifications

Much of what goes on the application form will already be on your CV or resume, including
education, previous work experience and qualifications.
If this is the case then you can (more or less) cut and paste from your CV, although make sure
that you keep to any word limits and emphasize the information relevant to the organisation to
which you are applying.

References
You will probably be asked to give references on an application form.
At least one of your references should usually be your current or most recent employer, and
it’s usual to ask your line manager for a reference.

Applying for jobs is a bit of a numbers game. The more jobs that you apply for, the more likely
you are to get an interview, and the more interviews you attend, the more likely you are to get
a job. This is for two main reasons: first, you get better at identifying what jobs you could do
and in presenting yourself well in application, and second, you get better at interviewing.
 COVER LETTERS

A covering letter serves the purpose of creating the necessary background to any submission. It
also indicates the origin of the submission by specifying the authorization for a study or project.
Any document in the form of a proposal, a questionnaire, a résumé, or a report should be
accompanied with a covering letter. The receiver decides if he/she should read the accompanied
document right then or later based on the cover letter. Thus, the covering letter offers a first
impression to the reader, and must be written with care.

A common example of a covering letter is that accompanying a résumé, together forming a job
application. This type of covering letter should complement the résumé. Since the employer is
inundated with a lot of letters and résumés, the cover letter should be written in such a way that
it impresses the selection panel.

Covering letters must be planned and executed well, ensuring that they are to-the-point and free
of typographical and grammatical flaws. However, these days the importance of covering letters
is reducing; sometimes a very brief letter informing the recipient that the document has been
submitted suffices.

Writing the Cover Letter

While writing the cover letter for any document, the following points must be taken into account:

• The purpose of the document

• The highlights
• The benefits drawn
• The expected response
• A courtesy close
 Example of a General Cover letter

CURRICULUM VITAE

In its full form, CV stands for Curriculum Vitae (Latin for the course of life). In the US, Canada,
and Australia, a CV is a document you use for academic purposes. The US academic
CV outlines every detail of your scholarly career. In other countries, a CV is equivalent to an
American resume and is used to apply for a job.

CV: Proper Order of Sections

1. CV Header with Contact Information

2. Personal Profile: CV Objective or CV Summary
3. Work Experience
4. Education
5. Skills
6. Additional Sections

EXERCISE

1. Analyse the following middle paragraph of a job application letter and rewrite them
making them more effective. Also write the Introduction and conclusion of the cover letter.

I am a fresh graduate because I have recently graduated from Indian School of Mines, Dhanbad.
I did Bachelor of Technology in Electronics. My overall grade point average is excellent. I got
very high GPA in third year. I got best student award for this. Also, I also received the ISM
Merit scholarship. I got first position in Inter-University Debate Competition in March 2003,
and second position in ISM Elocution Competition, 2004. I took active interest and participation
in extra-curricular as well as co-curricular activities in the college. I had been a member of
National Cadet Corps for three years. I learned many things. These included the value of self-
discipline and commitment. I have a sound academic background, good verbal and written
communications skills, proficiency in computers, and a high degree of commitment.

2. Prepare a CV based on the following advertisement. Assume that you have the requisite
qualifications and experience.

We are a reputed IT company looking for software professionals for our development centre at
Mumbai. As a Software Engineer you must have 1 to 4 years of experience in IT organisations.
MCA/Engineering graduates with extensive exposure to design, development, and testing will
be preferred. Proven expertise in any one of the following is essential:

Web Technologies

Java, EJB, J2EE, JSP, Web services, SOAP, CORBA, XML, J2ME, MQ Series, Websphere,
Weblogic, Netscape server

Multimedia

Photoshop, Illustrator, Flash, 3D Max, Premiere, Director, After Effects, Elastic Reality, Sound
Forge, Dreamweaver, HTML

Please mail your CV within ten days, stating Role and Technology in the subject line, to:
[email protected].