COMMUNICATION SKILLS

I. Fill in the blanks:

1. Sentences are a group of words that work together to communicate an element of
speech.
2. Distance Communication is a type of verbal Communication.
3. Use of abbreviations in a communication leads to misinterpretation of messages is
an example of language barriers.
4. In oral communication, the speaker can observe the listener’s expression to what is
being elated.
5. The Sender is the person who transmits the messages.
6. Receiver is the person who notices & decodes and attaches some meaning to a
message.
7. The response to a sender’s message is called feedback.
8. The factors that disrupt the communication process are called communication
barriers.
9. Non Verbal communication includes tone of voice, body language and expressions
etc.
10. A Noun is defined as the name of a person, place or thing.
11. Not stating instructions clearly is an example of communication barrier
12. You have a/an attitudinal (prejudice) barrier, if you think you are more qualified than
others and are superior in knowledge.
13. Communication process between two people is called interpersonal communication.
14. The word ‘Communication’ has derived from Latin word ‘communicare’ meaning to
share.
II. Multiple choice questions :
1. Letter, email, telephone call are examples of ______
a) message b) feedback c) channel d) encoding
2. When is the communication process complete?
a) When the sender transmits the message
b) When the message enters the channel
c) When the message leaves the channel
d) When the receiver understands the message
3. Which of these must be avoided for effective communication?
a) Sharing of activity b) Listening c) Ambiguity d) Politeness
4. _______ is a form of communication that allows students to put their feelings and
ideas on paper.
(a) Listening Skill (b) Writing Skill (c) Speaking Skill (d) Reading Skill
5. Sushma Swaraj was a good orator. Identify the type of sentence.
a) imperative b) declarative c) interrogative d) exclamatory
6. Which of the following methods are used to receive information from the sender
through a letter?
(a) Listening (b) Speaking (c) Reading (d) Writing
7. Which of the following is NOT an element of communication within the
communication process cycle?
(a) Channel (b) Receiver (c) Sender (d) T ime
8. You need to apply for leave at work? Which method of communication will you use?
(a) e -mail (b) Poster (c) Newsletter (d) Blog

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9. By which action can senders send their messages?
(a) Gestures (b) Speaking (c) R eading (d) Writing
10. Which of the following is an example of oral communication?
(a) Newspapers (b) Letters (c) P hone call (d) e-mail
11. What are the types of words we should use for verbal communication?
(a) Acronyms (b) S imple (c) Technical (d) Jargons
12. Which of these is a positive (good) facial expression?
(a) Frowning while concentrating (b) M aintaining eye contact
(c) Smiling continuously (d) Rolling up your eyes
13. What does an upright (straight) body posture convey or show?
(a) Pride (b) Professionalism (c) C onfidnce (d) Humility
14. Which of these is NOT an appropriate non-verbal communication at work?
(a) Keeping hands in pockets while talking
(b) Talking at moderate speed
(c) Sitting straight
(d) Tilting head a bit to listen
15. Which of the following statement is true about communication?
(a) 50% of our communication is non-verbal
(b) 20% communication is done using body movements, face, arms, etc.
(c) 5% communication is done using voice, tone, pauses, etc.
((d) 7% communication is done using words
16. Which of these are examples of positive feedback?
(a) Excellent, your work has improved.
(b) I noticed your dedication towards the project.
(c) You are always doing it the wrong way.
(d) All of the above
17. Which of these are examples of negative feedback?
(a) I hate to tell you this but your drawing skill is poor.
(b) You can surely improve your drawing.
(c) These are good drawings but you can do better.
(d) None of the above
18. Which of the following are effective components of good feedback?
(a) Detailed and time consuming (b) D irect and honest
(c) S pecific (d) Opinion-based
19. Which of these is NOT a common communication barrier?
(a) Linguistic barrier (b) Interpersonal barrier
(c) F inancial barrier (d) Organisational barrier
20. In which of the following, the underlined word is an adjective?
(a) R adha has a red dress.
(b) I can speak French.
(c) T he Girl on the Train is a best-seller.
(d) Abdul can swim fast. A and C both answers
21. Which of these sentences is capitalised correctly?
(a) Ravi and i are going to the movies. (b) Salim is visiting India in July.
(c) T he tiger is a Strong animal. (d) S he is arriving on Monday
22. Which of these sentences are punctuated correctly?
(a) When is the party.
(b) I had bread omelette and a Banana for breakfast?
(c) I am so excited about my first foreign trip,
(d) T his is Abdul’s notebook.
23. In which of these sentences can you find an adverb?
(a) D ivya drinks milk every day. (b) Sanjay gifted me a new pen.
(c) I opened the door lock. (d) Sita is 5-feet tall.
24. Identify the indirect object in the sentence, ‘The band played music for the audience.’
(a) The band (b) played (c) music (d) a udience

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 25. Which of these is an imperative sentence?
(a) Switch off the fan. (b) Sheila has gone to the market.
(c) Where are my pen colours? (d) Oh no! I missed my flight.
26. Which of these sentences is in active voice?
(a) A movie is being watched by them.
(b) The car was repaired by Raju.
(c) H e is reading a book.
(d) The thief was being chased by a policeman

III. Answer the following :

1. What is communication?
Communication is a two way process of sharing information, thoughts, ideas etc
2. What is feedback?
Feedback is the receiver’s acknowledgment & response to the message.
3. List the elements of personal communication with their percentages in the order of
importance.
The three important elements of personal communication are, Words account for 7%,
Tone of voice accounts for 38% and Body language accounts for 55% of the
message.
4. State the various elements of a communication cycle.
The various elements of a communication cycle are:
Sender: the person beginning the communication.
Message: the information that the sender wants to convey.
Channel: the means by which the information is sent.
Receiver: the person to whom the message is sent.
Feedback: the receiver’s acknowledgement and response to the message.
5. List the important parts of communication.
Communication has three important parts:
1. Transmitting — The sender transmits the message through one medium or
another.
2. Listening — The receiver listens or understands the message.
3. Feedback — The receiver conveys their understanding of the message to the
sender in the form of feedback to complete the communication cycle.
6. Mention the types of communication.
Verbal (oral and written) communication, Non-verbal communication and Visual
communication are the types communication.
7. What is verbal communication?
Communication that involves words, sound, language and speech is known as verbal
communication.
8. State the types of verbal communication.
Interpersonal communication, written communication, small group communication
and public communication.
9. What are the advantages of verbal communication?
a) easy mode of communication
b) can get quick feedback
c) easy to understand the feelings or expressions of receiver
d) Enables you to keep changing your interaction as per the other person’s response
10. List out the disadvantages of verbal communication.
a) not facilitate large information b) not facilitate distance communication
11. Explain any two 7Cs of Communication. (Imp)
The 7Cs of communication provide a checklist for making sure that your meetings,

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 emails, conference calls, reports & presentations are well constructed and clear. So
your audience gets your message.
1. Be Clear – Be clear about what you want to say or write. Clarity is also about
avoiding the use of complex words, sentences, and fuzzy language. It is important
that you clearly communicate the intended information to the recipient.
2. Be concise – Use simple words and say only what is needed. Make your
message brief and to the point. To help make your communications more concise,
avoid going over the same point several times, and avoid the use of filler words,
sentences, and over wordy expressions.
3. Be Concrete –Be specific and clear rather than vague, obscure, and general. To
be more concrete use sentences that cannot be misinterpreted. Include supporting
facts and figures to underscore your message.
4. Be Correct – Use correct spellings, language and grammar.
5. Be Coherent – Words used in communication should make sense and should be
related to the main topic. Check that you have not tried to cover too many points or
been distracted by side issues.
6. Be Complete - Your message must contain all the necessary information to
achieve the desired response. To ensure that your message is complete think about
questions the receiver might think of as they receive your message.
7. Be Courteous - Be polite, respectful, friendly and honest. You are more likely to
get what you want from your communication if you are courteous, as courtesy builds
goodwill. Check that your message is polite, shows respect for the feelings of the
receiver, and is tactful.
12. What is article writing?
Article writing is the process of creating a non-fiction text about current or recent
news, items of general interest or specific topics.
13. Give the format of article writing.
The format of article writing is as follows :

14. What are the Barriers to Effective Communication?

The barriers to effective communication are, Physical barrier, Linguistic (language)
barrier, Cultural Barrier, Inter personal (Prejudice, attitudinal, emotional) barrier,
Organizational barrier
15. List out barriers to effective communication.
Physical barriers, Language (Linguistic) barriers, Inter Personal Barriers,
Organizational barriers, Cultural barriers and Noise barriers
16. Enumerate the principles that must be followed for effective communications. (How to
handle barriers to communication?)
a) Use simple language

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 b) Do not form assumptions on culture, religion or geography
c) Try to communicate in person as much as possible
d) Use visuals
e) Take help of a translator to overcome differences in language
f) Be respectful of other’s opinions
17. Name the types of communication that take place in Banks and financial institutions.
Communication may internal or external in Banks and financial institutions. It includes
oral or written, visual or audio-visual, formal or informal, and upward or downward
types of communications.
18. Write down the common communication barriers you may come across when you
move to a new city or country.
We may face the following barrier when move to a new country or city
a) Language barrier: the region may have a different language and you may found it
difficult to understand that language
b) cultural barrier: the region may have a different culture and it is not easy for you to
settle down there
c) Social barrier: the region may have a different meaning for a gesture which may
result in misunderstanding
19. List the different types of verbal communication. Include examples for
each verbal communication type.

20. What is non-verbal communication?

Ans – Without using word if you are sending some information to others is known as
non- verbal communication. Some of the non – verbal communication are –

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 a. Eye contact b. Gestures c. Expressions d. Posture e. Space
f. Para Language g. Touch
21. What is the importance of Non-verbal communication?
Ans – In our day-to-day communication
• 55% communication is done using body movements, face, arms, etc.
• 38% communication is done using voice, tone, pauses, etc.
• only 7% communication is done using words.
• around 93% of our communication is non-verbal
22. What are the types of non-verbal communication?
Ans – Type of non – verbal communication are –
Facial expressions – The movement and changes of the face are the facial
expressions. Many time facial expressions show the feelings of a person. For
example, expressing your thoughts using a smile, when we are happy, or when we
are sad.
Posture – Postures means body of the positions; postures show how confident you
are and your emotional feelings. For example, straight body posture means
confidence.
Gestures or Body language – Gestures means with the help of hands or head if you
are sharing any idea or meaning. for example, pointing, waving and using our hands
when speaking.
Touch – Some time we communicate using touch we also share messages to others,
for example hand shaking and patting on the back.
Space – When the two people are communicating and you will find some space
between these two people depending on closeness or intimacy between them.
Eye contact – Maintaining eye contact is very important when you are talking about
interest, whereas, looking at any other side can make the other person feel ignored.
Paralanguage – Tone of our voice, speed and volume that makes a difference in the
meaning is a paralanguage.
23. What is Visual Communication?
Answer – Visual communication is the process of exchanging messages mainly
through images or photographs.
Example of visual communication are
Under construction sign, Danger warning, Sign of Under CCTV surveillance
24. What is feedback in communication skills? Explain.
Answer – Feedback is the final component and one of the most important factors in
the process of communication since it is defined as the response given by the
receiver to the sender...
Feedback can be positive or negative. A good feedback is always, Specific, Helpful
and Kind.
25. How many types of Feedback in communication skills?
There are basically three types of feedback. Positive Feedback, Negative Feedback
and Corrective Feedback
26. What is the good feedback in communication skills?
A good feedback is one that is a) Specific: General comment should be avoided. To
clarify your statement, try to provide examples. Rather than giving advice let the
receiver decide what to do with your feedback.
B) Timely: Always respond on time, because if input is delayed for too long, it loses
its impact.
C) Polite: While sharing feedback is necessary, the recipient should not be insulted
by the input’s language.
D) Offering continuing support: Feedback should be shared on a regular basis. Let
recipients know you’re available for help once you’ve given them feedback.

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27. Why is Feedback Important?
Most important factors of feedback is –
• It validates effective listening: It verifies effective listening by ensuring that the person
providing feedback is understood and that their feedback is useful.
• It motivates: People can be motivated by positive feedback to improve their working
relationships and continue doing the good job that has been recognized.
• It boosts learning: It’s critical to get feedback in order to stay on track with your goals,
improve your planning, and generate better products and services.
• It improves performance: Feedback can assist in making better judgments in order to
improve and boost performance.
28. Discuss any two barriers to effective communication. (Define any 2 communication
barriers.)
Barriers of the Effective Communication are –
a. Physical Barriers – The environmental and natural conditions that operate as a
barrier in communication when conveying messages from sender to receiver are
referred to as physical barriers.
b. Linguistic Barriers – A language barrier to communication is the inability to
communicate using a language. The most common communication barriers are
language barriers, which lead to misunderstandings and misinterpretations between
people.
c. Interpersonal Barriers – When a sender’s message is received differently than
intended, it creates barriers to interpersonal contact. It’s also tough to communicate
with someone who refuses to converse or express their emotions or opinions.
Prejudices, past experiences are types of interpersonal barrier.
d. Organizational Barriers – Formal hierarchical structures are used to create
organizations that adhere to performance standards, rules & regulations, processes,
policies, and behavioural norms, among other things.
e. Cultural Barriers – When people from different cultures are unable to understand
each other’s languages, it causes problems and inconveniences.
29. What are the different ways to overcome from communication barriers
• Use simple language
• Try to communicate in person as much as possible
• Do not form assumptions on culture, religion or geography
• Take help of a translator to overcome differences in language
• Use visuals
• Be respectful of other’s opinions
30. What are Written Skills? How to improve writing skills?
If you are sending any message or instruction through writing is known as written
communication. Written communication is important because it communicates the
message with clarity and ease.
a. Improve your Vocabulary
b. Capitalization Rules
c. Punctuation
d. Basic parts of speech
31. Let’s take a scenario. Radha is your co-worker. Together you are making a report on
how to manage the waste in your store. Since she has not completed her work on
time, the whole report has got delayed and the manager has given you both a
warning. Write down the feedback you would like to give your workers on time
management. Try to keep the feedback specific and polite.
Ans : Feedback to Radha
You are a great asset to the team. You are very professional and focused on your
work. Despite the difficult deadlines for the report on how to manage the waste in
your store, you maintain a positive attitude. You respond to problems without getting

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 angry or frustrated. Whenever you have free time I see you studying or looking over
someone’s shoulder trying to troubleshoot a problem. It would benefit the entire
department if you paid more attention to the delivery time.

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