C-106 - BUSINESS COMMUNICATION AND SOFT SKILLS

OBJECTIVE
To acquaint the students with fundamentals of communication, help them honing oral, written and non-
verbal communication skills and to transform them as effective communicators.
UNIT – I
Purpose and process of communication: Objectives of Communication-Process of Communication- Types
of communication; noise, listening skills, Types of listening, essentials of good listening and tips.
LAB: LISTENING AND SPEAKING SKILLS- Conversational skills (formal and informal) – group
discussion. Listening to lectures, discussions, talk shows, news programmes, dialogues from
TV/radio/Ted talk/Podcast – watching videos on interesting events on YouTube.(Presenting before the
class).
UNIT – II
Managing Organizational Communication: Formal and Informal Communication- Interpersonal and
Intrapersonal communication- Role of Emotion in Interpersonal Communication- Barriers to
Interpersonal Communication- Exchange Theory-Gateways for Effective Interpersonal Communication.
LAB:
Choosing the organization – goal setting - time management –– leadership traits – team work –
communicating across teams- designing career and life planning.
UNIT – III
Non verbal communication and Body Language: Kinesics, Proxemics, Paralanguage, Haptics,
handshakes, appropriate body language and mannerisms for interviews: business etiquettes- across
different cultures.
LAB: Understanding Body Language Aspects and presenting oneself to an interviewer, Proper
handshakes.
UNIT – IV
Written communication: mechanics of writing, report writing- business correspondence-business letter
format- Meetings and managing meetings- Resume writing-Formats and Skills.
LAB: Writing job applications – cover letter – resume – emails – letters – memos – reports – blogs –
writing for publications.
UNIT- V
Presentation skills: prerequisites of effective presentation, format of presentation; Assertiveness –
strategies of assertive behavior; Communication skills for group discussion and interviews, Interview
Techniques.
LAB: Designing presentations and enhancing presentation skills.
Relevant cases have to be discussed in each unit and in examination case is compulsory from any
unit.
References:
1. Mallika Nawal: “Business Communication”, Cengage Learning, New Delhi, 2012.
2. Edwin A. Gerloff, Jerry C. Wofford, Robert Cummins Organisational Communication: The key stone to
managerial effectiveness.
3. Meenakshi Rama: “Business Communication”, Oxford University Press, NewDelhi
4. C.S.G. Krishnamacharyulu and Dr. Lalitha Ramakrishnan, Business Communication, Himalaya Publishing
House, Mumbai
5. Paul Turner: “Organisational Communication”, JAICO Publishing House, New Delhi.
6. SathyaSwaroopDebasish, Bhagaban Das” “Business Communication”, PHIPrivate Limited, New Delhi,
2009.
7. R.K.Madhukar: “Business Communication”, Vikas Publishing House, New Delhi, 2012.
8. Kelly M Quintanilla, Shawn T.Wahl:“Business and Professional Communication”, SAGE,New Delhi,
2012.
9. Sangita Mehta, NeetyKaushish: “Business Communication”, University Science Press, New Delhi, 2010.
10. Anjali Ghanekar: “Business Communication Skills”, Everest Publishing House, New Delhi,2011
 Unit – I
Purpose and process of communication: Objectives of Communication-Process of Communication-
Types of communication; noise, listening skills, Types of listening, essentials of good listening and
tips.

COMMUNICATION – INTRODUCTION & DEFINITIONS

Communication is giving, receiving or exchanging ideas, data, information, signals or messages
through appropriate media, enabling individuals or groups to persuade, to seek information, to give
information or to express emotions.
Communication is usually a two-way process. It is not just giving information or signaling someone;
it also involves the comprehension of the information or the signal by the receiver. When the act of
giving information or sending message reaches the recipient and gets comprehended by him/her and
the receiver sends feedback as desired by the sender, the process of communication is said to be
complete. Communication, therefore, involves more than one person.
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.

G.G. Brown.
“Communication is transfer of information from one person to another, whether or not it elicits
confidence. But the information transferred must be understandable to the receiver.”

Louis A. Allen
“Communication is the sum of all the things one person does when he wants to create understanding in
the mind of another. It is a bridge of meaning. It involves a systematic and continuous process of
telling, listening and understanding.”

Fred G. Meyer
“Communication is the intercourse by words, letters or messages”.

Keith Davis
“Communication is the process of passing information and understanding from one person to another.”

IMPORTANCE OF COMMUNICATION IN BUSINESS

The importance of communication can be assessed as follows −
 Communication is needed to establish and disseminate the goals of a business organization.
 The smooth and unperturbed functioning of an enterprise.
 Communication helps the organization in arriving at vital decisions.
 It also helps a lot in planning and coordination.
  It is a basic tool for motivation and an increase in the morale of the employees largely depend
upon the effectiveness of communication.
 It helps a business as means of bringing about maximum production at the lowest level by
maintaining good human relationship in the organization.
 It works as an effective link between branches of the organization situated at great distances.
 It helps in publicizing goods and services.
 It reduces rumors and ensures smooth running of the organization as a whole.

FACTORS AFFECTING COMMUNICATION

As mentioned earlier, effective communication is a two-way process but there are a number of factors
which may disrupt this process and affect the overall interpretation and understanding of what was
communicated.
(a) Status/Role The sender and receiver of a message may be of equal status within a hierarchy
(e.g. managers in an organisation) or they may be at different levels (e.g. manager/employee,
lecturer/student, business owner/clients). This difference in status sometimes affects the
effectiveness of the communication process.
(b) Cultural Differences Cultural differences, both within or outside the organisation (for
example, inter-departmental dealings and communication with outside organisations or ethnic
minorities) may impede the communication process.
(c) Choice of Communication Channels Before you choose your communication channel, you
should ask yourself whether the channel is appropriate for a particular purpose and the
person/receiver you have in mind. Sending messages via inappropriate channels can send out
wrong signals and end up creating confusion.
(d) Length of Communication The length of the message also affects the communication process.
You need to be sure that it serves the purpose and is appropriate for the receiver. Is the
message too long or too brief?
(e) Use of Language Poor choice of words or weak sentence structure also hampers
communication.
(f) Disabilities Disabilities such as impaired sight, dyslexia and poor mental health can also be
barriers to good communication, and should be taken into consideration when evaluating the
effectiveness of the communication process. You may need to use hearing aids, sign language,
magnifying systems, and symbols to alleviate problems caused by disabilities.
(g) Known or Unknown Receiver Whether the receiver is known or unknown to you also plays a
major role in determining the effectiveness of your communication. A known receiver may be
better able to understand your message despite having insufficient information as both of you
probably have common experiences and a shared schemata. An unknown receiver, on the other
hand, may require more information and time to decode the message.
(h) Individual Perceptions/Attitudes/Personalities Sometimes, the method of communication
needs to take into consideration the receiverÊs personality traits, age and preferred style. The
elderly and children, for example, have different communication needs and preferences when
compared to young adults.
(i) Atmosphere/Noise/Distraction Our surroundings can sometimes pose as barriers to effective
communication. A noisy place (a party, for instance) usually puts a strain on oral
 communication as both the sender and the receiver need to put extra effort to get the message
across and ensure that it is understood clearly and correctly.
(j) Clarity of Message Is the message conveyed in a clear or ambiguous manner?
(k) Lack of Feedback Feedback is important as it enables confirmation of understanding to be
made by both parties. The lack of feedback can sometimes create problems as it can lead to
uncertainty and confusion.

OBJECTIVES OF BUSINESS COMMUNICATION

Objectives of Business Communication are as follows:
1. Inform:
The first and foremost objective of any communication is to inform. In today’s world, information is
power. Communication brings power through information. The dissemination of information covers a
wide range of areas, both internal and external.
People within the organization have to be kept informed about the organizational goals, objectives,
procedures, processes, systems, plans, priorities and strategies. Equally important is the objective of
ensuring effective external communication—with customers, prospects, competitors, suppliers and the
public, about products, services, plans, happenings, events and achievements.
2. Educate:
Another objective of communication in an organization is to educate, i.e., to disseminate knowledge
and develop skills and attitudes among the people working in the organization. There is also a need to
familiarize them with the systems, procedures and processes.
3. Train:
Communication is an integral component of any training program. Business organizations need to
train people to achieve proficiency in specific skills. They have to provide working knowledge and
attitudinal inputs through training programs to employees at various hierarchical levels.
4. Motivate:
People in any business organization have to be motivated to pursue goals and achieve higher levels of
performance. High levels of morale and motivation are a must to ensure high levels of productivity
and efficiency on a sustainable basis.
Communication provides the means to keep the motivation levels high. Talks, lectures, films,
meetings, workshops and nonverbal messages are among the means used to motivate people.
5. Integrate:
Large business organizations have different business units, departments and territorial divisions. Each
of them pursues different goals, sub-goals and target sections. Communication provides the means for
an integrated approach in pursuing organizational goals.
Effective communication is a must to ensure that people working in different functional and
geographical areas are integrated into well-knit teams that eschew working at cross- purposes and
continue to achieve organizational goals as envisaged. Communication binds together people working
for a common objective and helps team building.
6. Relate and Connect:
Good business relationships are a must for the continued success of any business organization. It is
communication that provides the means for building and nurturing mutually beneficial relationships.
These relationships are both internal and external.
They may be among and/or between employees, supervisory staff, top management, customers,
suppliers, other players, press and other media.
7. Promote:
Promotional efforts are a must for any organization to fully achieve its objectives. One of the Ps of
marketing (the others being Product, Price and Placement), promotion relates to various activities such
as advertising, publicity, public relations and communication, which aim at customer information,
customer education, customer communication and customer retention.
8. Entertain:
Every business is not necessarily a serious business. Even serious businesses are not ‘serious’ all the
time. Whatever may be the nature of business, there is a time for entertainment. Communication
facilitates entertainment.
It facilitates social bonding and brings in lighter moments that help in releasing tension, fostering
camaraderie and getting rid of negative feelings. Humour, when used effectively, can play a vital role
in fostering positive behaviour in business organizations.

PROCESS OF COMMUNICATION

PROCESS OF COMMUNICATION IS AS FOLLOWS

SENDER
The very foundation of communication process is laid by the person who transmits or sends the
message. He is the sender of the message which may be a thought, idea, a picture, symbol, report or an
order and postures and gestures, even a momentary smile. The sender is therefore the initiator of the
message that need to be transmitted. After having generated the idea, information etc. the sender
encodes it in such a manner that can be well-understood by the receiver.

MESSAGE
Message is referred to as the information conveyed by words as in speech and write-ups, signs,
pictures or symbols depending upon the situation and the nature and importance of information desired
to be sent. Message is the heart of communication. It is the content the sender wants to covey to the
receiver. It can be verbal both written and spoken; or non-verbal i.e. pictorial or symbolic, etc.

ENCODING
Encoding is putting the targeted message into appropriate medium which may be verbal or non-verbal
depending upon the situation, time, space and nature of the message to be sent. The sender puts the
message into a series of symbols, pictures or words which will be communicated to the intended
receiver. Encoding is an important step in the communication process as wrong and inappropriate
encoding may defeat the true intent of the communication process.

CHANNEL
Channel(s) refers to the way or mode the message flows or is transmitted through. The message is
transmitted over a channel that links the sender with the receiver. The message may be oral or written
and it may be transmitted through a memorandum, a computer, telephone, cell phone, apps or
televisions.

RECEIVER
Receiver is the person or group who the message is meant for. He may be a listener, a reader or a
viewer. Any negligence on the part of the receiver may make the communication ineffective. The
receiver needs to comprehend the message sent in the best possible manner such that the true intent of
the communication is attained. The extent to which the receiver decodes the message depends on
his/her knowledge of the subject matter of the message, experience, trust and relationship with the
sender.
The receiver is as significant a factor in communication process as the sender is. It is the other end of
the process. The receiver should be in fit condition to receive the message, that is, he/she should have
channel of communication active and should not be preoccupied with other thoughts that might cause
him/her to pay insufficient attention to the message.

DECODING
Decoding refers to interpreting or converting the sent message into intelligible language. It simply
means comprehending the message. The receiver after receiving the message interprets it and tries to
understand it in the best possible manner.

FEEDBACK
Feedback is the ultimate aspect of communication process. It refers to the response of the receiver as
to the message sent to him/her by the sender. Feedback is necessary to ensure that the message has
been effectively encoded, sent, decoded and comprehended.
 TYPES OF COMMUNICATION

VERBAL COMMUNICATION
Verbal communication refers to the the form of communication in which message is transmitted
verbally; communication is done by word of mouth and a piece of writing. Objective of every
communication is to have people understand what we are trying to convey.

Verbal Communication is further divided into:

 Oral Communication
 Written Communication

Oral Communication
In oral communication, Spoken words are used. It includes face-to-face conversations, speech,
telephonic conversation, video, radio, television, voice over internet. In oral communication,
communication is influence by pitch, volume, speed and clarity of speaking.

Advantages of Oral communication are:

 It brings quick feedback.
 In a face-to-face conversation, by reading facial expression and body language one can guess
whether he/she should trust what’s being said or not.
Disadvantage of oral communication

In face-to-face discussion, user is unable to deeply think about what he is delivering.

Written Communication
In written communication, written signs or symbols are used to communicate. A written message may
be printed or hand written. In written communication message can be transmitted via email, letter,
report, memo etc. Message, in written communication, is influenced by the vocabulary & grammar
used, writing style, precision and clarity of the language used.
Written Communication is most common form of communication being used in business. So, it is
considered core among business skills.
Memos, reports, bulletins, job descriptions, employee manuals, and electronic mail are the types of
written communication used for internal communication. For communicating with external
environment in writing, electronic mail, Internet Web sites, letters, proposals, telegrams, faxes,
postcards, contracts, advertisements, brochures, and news releases are used.

Advantages of written communication includes:

 Messages can be edited and revised many time before it is actually sent.
 Written communication provide record for every message sent and can be saved for later study.
 A written message enables receiver to fully understand it and send appropriate feedback.

Disadvantages of written communication includes:

 Unlike oral communication, Written communication doesn’t bring instant feedback.
 It take more time in composing a written message as compared to word-of-mouth. and number
of people struggles for writing ability.

NON-VERBAL COMMUNICATION
Nonverbal communication is the use of body language, gestures and facial expressions to convey
information to others. In this type of communication, messages are relayed without the transmission of
words. The messages here are wordless messages.

Nonverbal communication have the following three elements:

 Appearance
Speaker: clothing, hairstyle, neatness, use of cosmetics
Surrounding: room size, lighting, decorations, furnishings
 Body Language
facial expressions, gestures, postures
 Sounds
Voice Tone, Volume, Speech rate

Types of Communication Based on Purpose and Style
Based on style and purpose, there are two main categories of communication and they both bears their
own characteristics. Communication types based on style and purpose are:
1. Formal Communication 2. Informal Communication
1. Formal Communication
In formal communication, certain rules, conventions and principles are followed while communicating
message. Formal communication occurs in formal and official style. Usually professional settings,
corporate meetings, conferences undergoes in formal pattern.
In formal communication, use of slang and foul language is avoided and correct pronunciation is
required. Authority lines are needed to be followed in formal communication.

2. Informal Communication
Informal communication is done using channels that are in contrast with formal communication
channels. It’s just a casual talk. It is established for societal affiliations of members in an organization
and face-to-face discussions. It happens among friends and family. In informal communication use of
slang words, foul language is not restricted. Usually. informal communication is done orally and using
gestures.
Informal communication, Unlike formal communication, doesn’t follow authority lines. In an
organization, it helps in finding out staff grievances as people express more when talking
informally. Informal communication helps in building relationships.

NOISE
A broad definit ion of noise in communication is something that keeps a receiver from
completely comprehending a message. It refers to any obstruction that is caused by the sender,
message or receiver during the process of communication. For example, bad telephone connection, faulty
encoding, faulty decoding, inattentive receiver, poor understanding of message due to prejudice or
inappropriate gestures, etc.

Physical Noise
Sometimes the biggest impediment to clear communication is everyday environmental noise. This can include
loud passersby, music (think talking over a band at a concert), traffic or children playing. Even a simple phone
ringing can distract a listener so that she cannot fully focus on a conversation. Annoying whispering and
classroom side bar conversations can interfere with the ability of the instructor and other students to focus on
the material during a lecture. Other physical conditions that can hinder communication are physical illness,
hearing impairments, being under the influence of drugs or alcohol, or being tired.
Semantic Noise
Semantic noise affects communication when people communicate from different playing fields. For
example, a patient without knowledge of medical terminology may have no idea what the doctor is
saying. In other words, they are working from different understandings, such as different vocabularies,
primary languages or dialects. Noise can also occur when pedantic vocabulary or regional
colloquilisms break down communication. Cross-cultural communication noise can include mistaken
interpretations of voice tone, eye contact and body language. Illegible handwriting and using slang can
also be semantic noises that complicate effective communication.
Psychological Noise
Psychological noise can be more difficult to define in a particular situation, as the mental makeup of
every person is different. This type of noise includes concepts like prejudices, narrow-mindedness and
personal bias. Communication can also be difficult if a person is feeling very emotional -- anger,
sadness and even joy can affect how much someone can pay attention during a conversation.
Individuals with psychological problems such as severe mental illness may have trouble understanding
others or communicating their own thoughts.
 LISTENING SKILLS
Listening is the ability to accurately receive and interpret messages in the communication process.
Listening is key to all effective communication. Without the ability to listen effectively, messages are
easily misunderstood. As a result, communication breaks down and the sender of the message can
easily become frustrated or irritated.

PURPOSE OF LISTENING

To specifically focus on the messages being communicated, avoiding distractions and

preconceptions.
 To gain a full and accurate understanding into the speakers point of view and ideas.
 To critically assess what is being said. (See our page on Critical Thinking for more).
 To observe the non-verbal signals accompanying what is being said to enhance understanding.
 To show interest, concern and concentration.
 To encourage the speaker to communicate fully, openly and honestly.
 To develop an selflessness approach, putting the speaker first.
 To arrive at a shared and agreed understanding and acceptance of both sides views.

TYPES OF LISTENING
Discriminative listening
Discriminative listening is the most basic type of listening, whereby the difference between
difference sounds is identified. If you cannot hear differences, then you cannot make sense of the
meaning that is expressed by such differences.
We learn to discriminate between sounds within our own language early, and later are unable to
discriminate between the phonemes of other languages. This is one reason why a person from one
country finds it difficult to speak another language perfectly, as they are unable distinguish the
subtle sounds that are required in that language.
Likewise, a person who cannot hear the subtleties of emotional variation in another person's voice
will be less likely to be able to discern the emotions the other person is experiencing.

Comprehension listening
The next step beyond discriminating between different sound and sights is to make sense of them.
To comprehend the meaning requires first having a lexicon of words at our fingertips and also all
rules of grammar and syntax by which we can understand what others are saying.
The same is true, of course, for the visual components of communication, and an understanding of
body language helps us understand what the other person is really meaning.
In communication, some words are more important and some less so, and comprehension often
benefits from extraction of key facts and items from a long spiel.
Comprehension listening is also known as content listening, informative listening and full listening.

Critical listening
Critical listening is listening in order to evaluate and judge, forming opinion about what is being
said. Judgment includes assessing strengths and weaknesses, agreement and approval.
 This form of listening requires significant real-time cognitive effort as the listener analyzes what is
being said, relating it to existing knowledge and rules, whilst simultaneously listening to the
ongoing words from the speaker.

Biased listening
Biased listening happens when the person hears only what they want to hear, typically
misinterpreting what the other person says based on the stereotypes and other biases that they have.
Such biased listening is often very evaluative in nature.

Evaluative listening
In evaluative listening, or critical listening, we make judgments about what the other person is
saying. We seek to assess the truth of what is being said. We also judge what they say against
our values, assessing them as good or bad, worthy or unworthy.
Evaluative listening is particularly pertinent when the other person is trying to persuade us, perhaps
to change our behavior and maybe even to change our beliefs. Within this, we also discriminate
between subtleties of language and comprehend the inner meaning of what is said. Typically also
we weigh up the pros and cons of an argument, determining whether it makes sense logically as well
as whether it is helpful to us.
Evaluative listening is also called critical, judgmental or interpretive listening.

Appreciative listening
In appreciative listening, we seek certain information which will appreciate, for example that which
helps meet our needs and goals. We use appreciative listening when we are listening to good music,
poetry or maybe even the stirring words of a great leader.

Sympathetic listening
In sympathetic listening we care about the other person and show this concern in the way we pay
close attention and express our sorrow for their ills and happiness at their joys.

Empathetic listening
When we listen empathetically, we go beyond sympathy to seek a truer understand how others are
feeling. This requires excellent discrimination and close attention to the nuances of emotional
signals. When we are being truly empathetic, we actually feel what they are feeling.
In order to get others to expose these deep parts of themselves to us, we also need to demonstrate our
empathy in our demeanor towards them, asking sensitively and in a way that encourages self-
disclosure.

Essentials for Good Listening

1. Positive attitude-Acceptance of the speaker

2. Concentration - Careful listening and subsequent examination of the speaker’s viewpoint.
3. Interaction - Greater participation and hence more effective listening
4. Question answer sessions - Clarification of ideas and thoughts
 UNIT – II

FORMAL COMMUNICATION
Formal communication refers to interchange of information officially. The flow of communication is
controlled and is a deliberate effort. This makes it possible for the information to reach the desired
place without any hindrance, at a little cost and in a proper way. This is also known as ‘Through
Proper Channel Communication.’

CHARACTERISTICS
Following are the chief characteristics of the formal communication:
(1) Written and Oral:
Formal communication can both be written and oral. Daily works are handled through oral
communication, while the policy matters require written communication.
(2) Formal Relations:
This communication is adopted among those employees where formal relations have been established
by the organisation. The sender and the receiver have some sort of organisational relations.
(3) Prescribed Path:
The communication has to pass through a definite channel while moving from one person to another.
For example, to convey the feelings of a worker to the manager, the foreman’s help has to be sought.
(4) Organisational Message:
This channel is concerned with the authorised organisational messages only and the personal messages
are out of its jurisdiction.
(5) Deliberate Effort:
This channel of communication is not established automatically but effort has to be made for its
creation. It is decided keeping in view the objectives of the organisation.

ADVANTAGES
The formal communication has the following advantages:
(1) Maintenance of Authority of the Officers:
Formal communication maintains constant relations among the superiors and the subordinates as a
result of whom the dignity of the line superiors is maintained. Consequently, it is convenient to control
the subordinates and fix their responsibility which is absolutely needed for effective and successful
control.
(2) Clear and Effective Communication:
In formal communication, there is a direct contact among the managers and the subordinates. Both
understand the capability, habits, feelings, etc. of one another. Managers know as to when and under
which conditions their subordinates need information. In this way, this communication is capable of
making available timely information. Hence, it is clear and effective.
(3) Orderly Flow of Information:
The information has to pass through a definite route from one person to another. Hence, the flow of
information is systematic.
(4) Easy Knowledge of Source of Information:
In this type of communication, the source of each information can be easily located.

LIMITATIONS
Following are the disadvantages or limitations of the formal communication:
(1) Overload of Work:
In a modern business organisation much information, many messages and other things have to be
communicated. Under formal communication, they are routed through a definite channel and this
consumes much of the time of the superiors and thus some other important works are left unattended.
(2) Distortion of Information:
This method can be a hindrance in the flow of information. Sometimes the distance between the sender
and the receiver is so big that the information has to pass through many hands and by the time it
reaches the receiver it is distorted. Thus it fails to serve its purpose.
(3) Indifferent Officers:
The officers do not pay much attention to the suggestions and complaints of the subordinates. In such
a case a subordinate may come lose his faith in the effectiveness of communication.

TYPES OF FORMAL COMMUNICATION

1. Downward communication:
Communication in the first place, flows downwards. That is why, traditionally this direction has been
highlighted or emphasised. It is based on the assumption that the people working at higher levels have
the authority to communicate to the people working at lower levels. This direction of communication
strengthens the authoritarian structure of the organisation. This is also called Down Stream
Communication.
2. Upward communication:
The function of upward communication is to send information, suggestions, complaints and grievances
of the lower level workers to the managers above. It is, therefore, more participative in nature. It was
not encouraged in the past, but modern managers encourage upward communication. This is a direct
result of increasing democratisation. This is also called Up Stream Communication.
3. Lateral or horizontal communication:
This type of communication can be seen taking place between persons operating at the same level or
working under the same executive. Functional managers operating at the same level, in different
departments, through their communication, present a good example of lateral communication. The
main use of this dimension of communication is to maintain coordination and review activities
assigned to various subordinates.
Occasions for lateral communication arise during committee meetings or conferences in which all
members of the group, mostly peers or equals, interact. The best example of lateral communication
can be seen in the interaction between production and marketing departments.
4. Diagonal or crosswise communication:
Diagonal or crosswise communication takes place when people working at the same level interact with
those working at a higher or lower-level of organisational hierarchy and across the boundaries of their
reporting relationships.

INFORMAL COMMUNICATION
The Informal Communication is the casual and unofficial form of communication wherein the
information is exchanged spontaneously between two or more persons without conforming the
prescribed official rules, processes, system, formalities and chain of command.
The exchange of informal messages usually takes place on the occasion of community meals, social
occasions, parties, etc. On such occasions, the superiors gather such information from their
subordinates as may be difficult to get through formal communication. Such communication includes
comments, suggestions, etc.
Under this, communication takes place through gesticulation, moving of head, smiling and by
remaining quiet. For example, a superior wants to complain against his subordinate to his higher
officer and at the same time he is afraid of giving it in writing. This can be conveyed to the higher
officer through informal communication, say during the course of a conversation.
Informal communication is also called grapevine communication because there is no definite channel
of communication.

CHARACTERISTICS
Informal or grapevine communication has the following characteristics:
(1) Formation through Social Relations:
This communication is born out of social relations who mean that it is beyond the restrictions of the
organisation. No superior-subordinate relationship figures therein. A more sociable superior can gather
much information through this channel.
(2) Two types of Information:
Through this communication, information about the work and the individual can be collected.
(3) Uncertain Path:
Since it is beyond the restrictions of the organisation, it follows no definite channel. Like a grapevine,
it moves in a zigzag manner.
(4) Possibility of Rumour and Distortion:
Responsibility for the true or false nature of communication does not lie on any individual and,
therefore, not much attention is paid to its meaning while communicating. Consequently, the rumours
keep floating.
(5) Quick Relay:
Informal communication makes news spread like wildfire. Not only this, people start adding
something of their own which sometimes changes the real meaning of the communication.

ADVANTAGES
The informal channel of communication has the following advantages:
(1) Fast and Effective Communication:
Under this communication, the messages move fast and their effect is equally great on the people.
(2) Free Environment:
Informal communication is done in a free environment. Free environment means that there is no
pressure of any office-big or small. The reactions of the employees can easily be collected.
(3) Better Human Relations:
Informal communication saves the employees from tension. Freedom from tension helps the
establishment of better human relations. This also affects the formal communication.
(4) Easy Solution of the Difficult Problems:
There are many problems which cannot be solved with the help of formal communication. There is
more freedom in informal communication which helps the solution of difficult problems.
(5) Satisfying the Social Needs of the Workers:
Everybody wants good relations with the high officers at the place of his work. Such relations give
satisfaction to the employees and they feel proud. But this can be possible only with the help of the
informal communication.
 LIMITATIONS
The defects or limitations of the informal communication are as under:
(1) Unsystematic Communication:
This communication is absolutely unsystematic and it is not necessary that information reaches the
person concerned.
(2) Unreliable Information:
Most of the information received through this communication is undependable and no important
decision can be taken on its basis.

INTERPERSONAL COMMUNICATION

Interpersonal communication is the process by which people exchange information, feelings, and
meaning through verbal and non-verbal messages: it is face-to-face communication.
Interpersonal communication is not just about what is actually said - the language used - but how it is
said and the non-verbal messages sent through tone of voice, facial expressions, gestures and body
language.
When two or more people are in the same place and are aware of each other's presence, then
communication is taking place, no matter how subtle or unintentional.

ELEMENTS OF INTERPERSONAL COMMUNICATION

The Communicators
For any communication to occur there must be at least two people involved. It is easy to think about
communication involving a sender and a receiver of a message. However, the problem with this way
of seeing a relationship is that it presents communication as a one-way process where one person
sends the message and the other receives it. While one person is talking and another is listening, for
example.
In fact communications are almost always complex, two-way processes, with people sending and
receiving messages to and from each other simultaneously. In other words, communication is an
interactive process. While one person is talking the other is listening - but while listening they are also
sending feedback in the form of smiles, head nods etc.
The Message
Message not only means the speech used or information conveyed, but also the non-verbal messages
exchanged such as facial expressions, tone of voice, gestures and body language. Non-verbal
behaviour can convey additional information about the spoken message. In particular, it can reveal
more about emotional attitudes which may underlie the content of speech.
Noise
Noise has a special meaning in communication theory. It refers to anything that distorts the message,
so that what is received is different from what is intended by the speaker. Whilst physical 'noise' (for
example, background sounds or a low-flying jet plane) can interfere with communication, other factors
are considered to be ‘noise’. The use of complicated jargon, inappropriate body
language, inattention, disinterest, and cultural differences can be considered 'noise' in the context of
interpersonal communication. In other words, any distortions or inconsistencies that occur during an
attempt to communicate can be seen as noise.
 Feedback
Feedback consists of messages the receiver returns, which allows the sender to know how accurately
the message has been received, as well as the receiver's reaction. The receiver may also respond to the
unintentional message as well as the intentional message. Types of feedback range from direct verbal
statements, for example "Say that again, I don't understand", to subtle facial expressions or changes in
posture that might indicate to the sender that the receiver feels uncomfortable with the message.
Feedback allows the sender to regulate, adapt or repeat the message in order to improve
communication.
Context
All communication is influenced by the context in which it takes place. However, apart from looking
at the situational context of where the interaction takes place, for example in a room, office, or perhaps
outdoors, the social context also needs to be considered, for example the roles, responsibilities and
relative status of the participants. The emotional climate and participants' expectations of the
interaction will also affect the communication.
Channel
The channel refers to the physical means by which the message is transferred from one person to
another. In a face-to-face context the channels which are used are speech and vision, however during a
telephone conversation the channel is limited to speech alone.

DEVELOPMENT OF INTERPERSONAL RELATIONSHIPS

Research has proved that like individual personalities, interpersonal relationships also evolve over
time through our experiences, acquired knowledge and environmental factors. The phases through
which interpersonal relationships develop are:
 Initiating
 Experimenting
 Intensifying
 Integrating and
 Bonding

Initiating is the first phase during which we make conscious and unconscious judgments about others.
In fact, sometimes it takes us as little as 15 seconds to judge a person. Then communication is started
either verbally or nonverbally (through eye contact, being closer to the other person, etc.)
The next phase is experimenting. Here, we start small-talks (talking about general things rather that
about specific things), while attempting to find out common interests. During this stage we try to
determine whether continuing the relationship is worthwhile.
The third stage is intensifying. Here the awareness about each other is increased and both the persons
start participating more in conversation. Self-disclosure by both participants results in trust and creates
a rapport. Experiences, assumptions and expectations are shared and we start becoming more informal.
Also there is increased nonverbal behavior with more touching, nodding, etc.
The next step is integrating. Here we try to meet the expectations of the person. We also start sharing
interests, attitudes, etc.
 The final stage is bonding. Here serious commitments and sacrifices are made. One example of
commitment is to decide to remain as friends. Another is marriage. All these phases can take a few
seconds to develop (as in case of love at first sight) or may take days or weeks or more time.

USES OF INTERPERSONAL COMMUNICATION

Interpersonal communication is a key life skill and can be used to:

 Give and collect information.

 Influence the attitudes and behaviour of others.
 Form contacts and maintain relationships.
 Make sense of the world and our experiences in it.
 Express personal needs and understand the needs of others.
 Give and receive emotional support.
 Make decisions and solve problems.
 Anticipate and predict behaviour.
 Regulate power.

INTRAPERSONAL COMMUNICATION
Intrapersonal communication can be defined as communication with one’s self, and that may include
self-talk, acts of imagination and visualization, and even recall and memory.
Intrapersonal communication serves several social functions. Internal vocalization, or talking to
ourselves, can help us achieve or maintain social adjustment. [1] For example, a person may use self-
talk to calm himself down in a stressful situation, or a shy person may remind herself to smile during a
social event. Intrapersonal communication also helps build and maintain our self-concept.
We also use intrapersonal communication or “self-talk” to let off steam, process emotions, think
through something, or rehearse what we plan to say or do in the future. As with the other forms of
communication, competent intrapersonal communication helps facilitate social interaction and can
enhance our well-being.

IMPORTANCE OF INTRAPERSONAL COMMUNICATION

Self-awareness
It allows the person to be aware of every aspect of their own personality. Through introspection, the
person becomes aware of the qualities that help shape his personality which in turn makes him aware
of his motivations, aspirations, and expectations from the world. If one's understanding of self is
absolute, it would help in easily communicating his wants and needs to others.
Self-confidence
A self-aware state makes one secure and increases confidence.
Self-management
The fact that one is conscious of the indwelling strengths and shortcomings, it equips him to manage
his daily affairs efficiently using his strengths to the maximum which in turn compensates for his
weaknesses.
Self-motivation
The absolute knowledge of what one wants out of life will enable the person to strive to achieve those
aims and goal while continuously motivating themselves.
Focused
The qualities of self-motivation and self-management will help develop deeper concentration and
direct his focus towards the task at hand.
Independence
Self-awareness allows the person to be independent.
Adaptability
The person is highly adaptable to his surroundings as the knowledge of his own qualities allows him to
confidently and calmly take decisions and change his approach accordingly in response to situational
stimuli.

LEVELS OF INTRAPERSONAL COMMUNICATION

Internal discourse
Involves thinking, concentration and analysis. Psychologists include both daydreaming in this
category. Prayer, contemplation and meditation also are part of this category.
Solo vocal communication
Includes speaking aloud to oneself. This may be done to clarify thinking, to rehearse a message
intended for others, or simply to let off steam
Solo written communication
Solo written communication deals with writing not intended for others. Example: An entry in a diary
or personal journal.

MERITS
1. Self-awareness - allows the person to be aware of every aspect of their own personality and can
easily communicate his wants and needs to others.
2. Self-confidence - A self-aware state makes one secure and increases confidence.
3. Self-management - The fact that one is conscious of the indwelling strengths and
shortcomings, it equips him to manage his daily affairs efficiently using his strengths to the maximum
which in turn compensates for his weaknesses.
4. Self-motivation and focus- The absolute knowledge of what one wants out of life will
enable the person to strive to achieve those aims and goal while continuously motivating themselves.
5. Independence - Self-awareness allows the person to be independent.
6. Adaptability - The person is highly adaptable to his surroundings as the knowledge of his own
qualities allows him to confidently and calmly take decisions and change his approach accordingly in
response to situational stimuli.

DEMERITS
1. Introverted - Since the person prefers working alone, he is perceived as shy or anti-social by
others.
2. Wrong assumptions and decisions - Since there is absence of feedback, that is, the
conversation is in a one- way flow, it could lead to the development of misconceptions and faulty
assumptions.
3. Categorical thinking - There is a possibility of an individual categorizing and viewing certain
individuals or events with a biased opinion causing one's thought pattern to be one-tracked and
lopsided.
4. Over-thinking – Over analysis of situations and prolonged thinking about them will lead to the
imagination of unrealistic and unnecessary scenarios, and in extreme cases, may even lead to self-
doubt.
5. Arrogance - Due to an independent nature and specific approach towards an issue, one may be
incorrectly perceived as being arrogant. This is further reinforced by one's tendency to pay attention to
every minute detail.

ROLE OF EMOTION IN INTERPERSONAL COMMUNICATION

Feelings play a big role in communication. Emotional awareness, or the ability to understand feelings,
will help you succeed when communicating with other people. If you are emotionally aware, you will
communicate better. You will notice the emotions of other people, and how the way they are feeling
influences the way they communicate. You will also better understand what others are communicating
to you and why. Sometimes, understanding how a person is communicating with you is more
important than what is actually being said.
1. Consider other people’s feelings. Have you ever finished a conversation with someone and
found yourself wondering, “Why did she tell me that?” or, “I wonder why he talked to me like that?”
For example, a coworker might tell you something personal that doesn’t seem important for you to
know. Or a supervisor might seem angry with you for no reason. Finding out why can tell you a lot
about what a person is trying to tell you. To figure out why, think about what the other person is
feeling. Consider any situations that may be affecting their emotions and how that might in turn affect
what they say to you.
2. Consider your own feelings. Just as other peoples’ feelings can affect the message they’re
trying to send, your own feelings can get in the way of your communication as well. When you feel a
strong emotion or feeling, pay attention to that emotion and try not to let it get in the way of your
message. Both positive emotions, like happiness, and negative emotions, like anger, can get in the way
of communication.
For example, if you’re really happy about something, you might agree to do things that you shouldn’t
or wouldn’t normally agree to do. On the other hand, if you’re angry, you might say something mean
to someone who has nothing to do with your being angry. When you have a good understanding of
your own feelings, you will notice these emotions and try not to let them get in the way of your
communication.
3. Have empathy. Empathy is the ability to understand and relate to the feelings of someone else.
Once you’ve learned to recognize another person’s feelings, you can go one step further and actually
relate to those feelings.
For example, if you notice that a coworker seems stressed, you should try to find out why. If she tells
you she is stressed out because she doesn’t have a lot of time to finish a big project, you can empathize
with her by putting yourself in her shoes. That means, you can imagine yourself in this situation and
you can understand what that person must be feeling.
When you have empathy for a person, you can think about how you would want to be talked to or
what you would like other people to say or do if you were in that situation. Going back to the example
with your coworker, you could offer to help your coworker with the project or offer some words of
encouragement.
4. Operate on trust. Good communication requires you to build trust between yourself and the
person with whom you’re communicating. You can earn the trust of others by sending nonverbal cues
that match your words.
For example, shaking your head no while you’re saying yes will send a confusing message. The
difference between your verbal and nonverbal communication could cause the other person to question
whether or not you’re telling the truth. Make sure that you always tell the truth, and you can avoid
these confusing situations.
It’s also important to trust your instincts when it comes to reading peoples’ emotions and nonverbal
cues. If your instincts tell you that something is strange about the way a person is communicating to
you, push yourself to look into it. If you don’t, you will find yourself questioning the person you’re
talking to, and you could develop feelings of mistrust for no reason.
5. Recognize misunderstandings. A misunderstanding happens when two people think they
are on the same page about something, but in reality they are thinking two different things.
Misunderstandings happen all the time, but emotional awareness can help you to avoid
misunderstandings. Misunderstandings are often caused by confusing emotions.
For example, if your coworker is upset about something, they might talk to you as if they are angry
with you, even if they are not. It’s tempting to walk away from this type of conversation feeling like
your coworker is mad at you, but this would just result in a misunderstanding. Instead, recognize that
your coworker is upset about something else and probably didn’t mean to take their anger out on you.

BARRIERS TO INTERPERSONAL COMMUNICATION

Psychological Barriers
Psychological barriers may include shyness or embarrassment. Sometimes, a person may present
herself as being abrupt or difficult when she may actually be nervous. One person's stereotyped
views of the other party or the group he belongs to may also provide a barrier to communication. If
she is already prejudiced before meeting him, this will cause a barrier.
Cultural Barriers
Acceptable styles of communication vary between cultures. In some societies physical gestures are
extravagant, and touch is more acceptable. In these societies, it is generally acceptable to hug and
touch a person's arm when you are speaking to him. In other societies this would be unacceptable.
Some religions have a taboo about members of the opposite sex communicating and particularly
touching.
Language Barriers
A communication barrier may be present because the parties do not share a common language.
Interpreters and translators may be used to good effect in these circumstances. If a person is deaf or
visually impaired, this presents an obvious barrier that needs to be addressed prior to the meeting.
Speech impediments or dysphasia as a result of a stroke or other brain problem can present a barrier.
The use of jargon and over-complicated language creates barriers to communication.
Environmental Barriers
Environmental barriers to communication can include noise and lack of privacy. An environment
which is too hot or cold will not be conducive to effective communication. Some places of business
are busy with many distractions, such as constantly ringing telephones and other messaging systems.
 Personality Differences
Like any skill, some people are better at interpersonal communication than others. Personality traits
also influence how well an individual interacts with subordinates, peers and supervisors. Extraversion
can be an advantage when it comes to speaking out, sharing opinions and disseminating information.
However, introverts may have the edge when it comes to listening, reflecting and remembering.
Barriers to interpersonal communication may occur when employees lack self-awareness, sensitivity
and flexibility. Such behavior undermines teamwork, which requires mutual respect, compromise and
negotiation. Bullying, backstabbing and cut throat competition create a toxic workplace climate that
will strain interpersonal relationships.
Generational Differences
Interpersonal communication can be complicated by generational differences in speech, dress, values,
priorities and preferences. For instance, there may be a generational divide as to how team members
prefer to communicate with one another. If younger workers sit in cubicles, using social networking as
their primary channel of communication, it can alienate them from older workers who may prefer
face-to-face communication. Broad generalizations and stereotypes can also cause interpersonal rifts
when a worker from one generation feels superior to those who are younger or older.

EXCHANGE THEORY
Exchange Theory was created by researchers John W. Thibaut and Harold H. Kelley, was an attempt to
everyday interpersonal relationships. This theory, with backgrounds in sociology and economics, appeals
to so many because of it simple answers to human interaction and intentions. The social exchange theory
is very rational and considers humans to be rational in every thought they make. It examines human
behavior through costs and benefits of being in a particular relationship.
Social Exchange Theory is an expansion on the Rewards aspect of choosing relationships. This has
three parts:
 Cost-Benefit Analysis (goal is to maximize rewards while minimizing costs)
 Comparison Level (belief for what should exist in a relationship)
 Comparison Level of Alternatives(considers possibility of better relationship)
Exchange Theory discusses an individual’s outcome to different social interactions by examining the
exchange of resources during social interactions. These resources can be material goods and services
or an exchange of social value. This theory is highly reliant on reciprocity for whatever costs are
incurred by the individual.
The outcome can be calculated by subtracting the costs from the benefits. This analysis is subjective
because different individuals place different values on resources, even those resources defined by a
measurable system, such as currency. It should be noted that this expectation plays a large role in an
individual’s analysis of the value of the outcome. This affects the individual’s social relationships
because an individual anticipating a particularly high outcome will be disappointed and ultimately
unsatisfied with the relationship if a smaller outcome is reached. However, an individual with a lower
expectation for the outcome will not encounter this difficulty. Therefore, satisfaction can be calculated
by subtracting a “comparison level” from the outcome. If the comparison level is higher than the
outcome, the value for satisfaction will be negative.
For example, Steve buys Mary a pricey Christmas present which required hours of thought and
scouring the mall. Come Christmas Day, Mary gives Steve a keychain she purchased from a dollar
store. In this simple example of exchanges, Steve made a large investment of time and money, but the
benefits received are subjectively small. For Steve, the outcome will be very small or in the negative
range. His expectations were also very high, so subtracting his comparison level from the outcome
results is a low level of satisfaction.
Steve is unlikely to simply sever his relationship with Mary over this particular outcome. There is also
the factor of dependence to consider. Dependence is calculated by subtracting the comparison level of
alternatives from the outcome. There are other individuals in the world, and Steve could form
interactions and relationships with these individuals. However, these alternatives must have a higher
comparison level than the outcome of interactions with Mary.

GATEWAYS FOR EFFECTIVE INTERPERSONAL COMMUNICATION

The gateways are:

1. Interpersonal Trust
2. Effective Listening
3. Proper Feedback
4. Non-Verbal Cues
5. Non-Directive Counseling.
Interpersonal Trust:
It is impossible to communicate effectively without interpersonal trust. A subordinate will not be able
communicate freely with his manager unless he trusts the latter. By being fair, open and receptive to
new ideas, top managers can create a favorable atmosphere for developing interpersonal trust.
Effective Listening:
Listening is one of the most essential elements of effective communication. A message can never be
conveyed effectively unless the receiver is attentive and listens to what is being said. The listener
should be open minded in order to understand the correct meaning of a message. According to a
research study, these are the ten prerequisites for effective listening.
(i) Judging the content of the message, but not the weaknesses of the speaker.
(ii) Avoiding premature evaluation.
(iii) Looking for the central idea.
(iv) Being flexible and not expecting the message to follow a fixed pattern.
(v) Concentrating on the message.
(vi) Being mentally alert to grasp the meaning of the message.
(vii) Practicing active listening.
(viii) Having an open mind.
(ix) Trying to benefit from one’s own rapid ‘thought process’ rather than ‘talk processes’ of the
speaker.
Effective listening helps managers improve their relationships with their subordinates. It also helps
them give feedback and provide non-directive counseling.
Proper Feedback:
Feedback enables the sender to assess the effect of a message transmitted to the receiver. Both giving
and receiving feedback are important aspects of management. To be effective, the feedback provided
by managers should be descriptive, specific, and directed towards changing specific behaviors. When
receiving feedback, managers should be opening minded.
They should be able to handle both positive as well as negative feedback. While receiving negative
feedback, managers should ask for clarification and examples about points which seem ambiguous or
unclear. They should also avoid acting defensively.
Non-Verbal Cues:
Another important prerequisite for effective communication is an awareness of and sensitivity to non-
verbal cues in communication. The following pie charts (Figure 1.4), based on a research study, and
reveal the significance of non-verbal communication.
According to this graph, only 7 percent of a receiver’s response is determined by the verbal content of
a message, while 38 percent of the response is determined by the speaker’s vocal characteristics (tone
and tenor of the voice) and 55 percent of the response is determined by the speaker’s facial
expressions.
Non-Directive Counseling:
In non-directive counseling, the manager helps the employee examine his own ideas, feelings and
attitudes about a problem. Non-directive counseling can be done by holding an interview with the
employee.
In a non-directive counseling interview, a manager should:
(i) Be attentive and friendly
(ii) Raise appropriate questions
(iii) Be tactful and enable the employee to think through the problem clearly
(iv) Create an atmosphere of privacy to ensure that the employee can communicate freely
(v) Be a patient listener to help the employee to express his emotions freely
(vi) Encourage the employee to do some introspection.

UNIT – III

Non verbal communication

Nonverbal communication is the transmission of messages or signals through a nonverbalplatform
such as eye contact, facial expressions, gestures, posture, and the distance between two individuals.
Nonverbal communication ranges from facial expression to body language. Gestures, signs, use of
space and pace or information delivery.

Body Language
Body language is defined as the non-verbal communication between two individuals or a group of
individuals through physical behaviors such as limb movements, facial expressions, eye movements,
other bodily gestures and postures.
Put simply, body language is the unspoken element of communication that we use to reveal our true
feelings and emotions.
 KINESICS
Kinesic communication is communicating by body movement and is perhaps the most well-known
non-verbal form of communication, although it is not the only way to talk with others without words.
Body posture
The way that the body is held can communicate many different messages.
An open body that takes up a lot of space can indicate comfort and domination, whilst a closed-in
body that makes itself small can signal inferiority.
Copying of the other person's body shows agreement, trust and liking.

GESTURES
Gesture is communicating through the movement of body and arms.
Ekman and Friesen (1969) identified five types of gesture:
 Emblems: Direct replacements for words.
 Illustrators: Shaping what is being said.
 Affect displays: shows of emotion.
 Regulators: for controlling the flow of conversation.
 Adaptors: Self-oriented tension relievers and other forms.

Facial signals
When we communicate with others, we look mostly at their face. This is not a coincidence as many
signals are sent with the 90-odd muscles in the face. The way the head tilts also changes the message.
The eyes are particularly important, and when communicating we first seek to make eye contact. We
then break and re-establish contact many times during the discussion.
Eyebrows and forehead also add significant signals, from surprise to fear to anger.

PROXEMICS
Proxemics refers to the study of use of space (or lack of space) in human interactions. It studies a
subset of nonverbal communication. Normally nonverbal communication also includes things like
facial expressions and gesturing, but proxemics doesn’t look at these things as much, instead focusing
mostly on how close people get to each other.
Proxemics can study communication of things like comfort/discomfort (moving closer often signals
greater comfort and intimacy, moving farther often signals discomfort), and assertion of power (a
person might move into someone’s personal space as an assertion of power, but a person could also be
very physically distant for the same reason; similarly, a person might stand their ground in a situation
where another person might normally back off due to proximity.)
One reason that Proxemics is interesting is that the use of space is highly variable culturally, often due
to the physical constraints in the environments that different cultures arise in.

Another aspect of proxemics is the distance maintained between people when they are communicating.
The four distance zones are as follows:
1. Intimate distance, involving direct contact, such as that of lovemaking, comforting,
protecting, and playing football or wrestling.
2. Personal distance, ranging from 1 to 4 feet. At arm’s length, subjects of personal interest can
be discussed while physical contact, such as holding hands or hitting the other person in the
nose, is still possible.
 3. Social distance, ranging from 4 to 12 feet. At this distance, more formal business and social
discourse takes place.
4. Public distance, ranging from 12 to 25 feet or more. No physical contact and very little direct
eye contact are possible. Shopping centers, airports, and city sidewalks are designed to
maintain this type of distance.

PARALANGUAGE

Paralanguage, also known as vocalics, is a component of meta-communication that may modify

meaning, give nuanced meaning, or convey emotion, by using techniques such
as prosody, pitch, volume, intonation, etc. It is sometimes defined as relating
to nonphonemic properties only. Paralanguage may be expressed consciously or unconsciously.
The study of paralanguage is known as paralinguistics, and was invented by George L. Trager in the
1950s

SPECIFIC FORMS OF PARALANGUAGE

Gasps
A gasp is a kind of paralinguistic respiration in the form of a sudden and sharp inhalation of air
through the mouth. A gasp may indicate difficulty breathing and a panicked effort to draw air into the
lungs. Gasps also occur from an emotion of surprise, shock or disgust. Like a sigh, a yawn, or a moan,
a gasp is often an automatic and unintentional act. Gasping is closely related to sighing, and the
inhalation characterizing a gasp induced by shock or surprise may be released as a sigh if the event
causing the initial emotional reaction is determined to be less shocking or surprising than the observer
first believed.
Sighs
A sigh is a kind of paralinguistic respiration in the form of a deep and especially audible,
single exhalation of air out of the mouth or nose, that humans use to communicate emotion. It is
voiced pharyngeal fricative, sometimes associated with a guttural glottal breath exuded in a low tone.
It often arises from a negative emotion, such as dismay, dissatisfaction, boredom, or futility. [10] A sigh
can also arise from positive emotions such as relief, particularly in response to some negative situation
ending or being avoided. Like a gasp, a yawn, or a moan, a sigh is often an automatic and
unintentional act.
In literature, a sigh is often used to signify that the person producing it is lovelorn.
The throat-clear
Clearing one's throat is a metamessaging nonverbal form of communication used in announcing one's
presence upon entering the room or approaching a group. It is done by individuals who perceive
themselves to be of higher rank than the group they are approaching and utilize the throat-clear as a
form of communicating this perception to others.
The throat-clear is also used to convey nonverbalized disapproval.
As a form of metacommunication, the throat-clear is acceptable only to signal that a formal business
meeting is about to start. It is not acceptable business etiquette to clear one's throat when approaching
a group on an informal basis.
Mhm
Mhm is between a literal language and movement, by making a noise "hmm" or "mhm", to make a
pause for the conversation or as a chance to stop and think.
 Observing the "mhm" act is especially used in narratives interview, by conducting biographical
interview with survivor from some traumatic events such as Shoah, or sexual violence. In this kind of
interview, it's better for the interviewers or counselors not to intervene too much when an interviewee
is talking. Observing emotional differences and taking care of an interviewee's mental status is an
important way to find slight changes during conversation.

HAPTICS
Haptic communication is a branch of nonverbal communication that refers to the ways in which
people and animals communicate and interact via the sense of touch.
Touch is also a way to communicate with others.
There are few unique qualities to Haptics that separates it from any other type of communication:
1. Touch is the most 'real' way to sense the world around us. It's hard to believe something is real
unless we can actually touch and feel it. So while we take it mostly for granted, our sense of touch
should not be taken lightly.
Because without the sense of touch we would feel very isolated and helpless. Our skin, the largest
organ of our body, is also a sensor - it's filled with many sensory nerves sensitive to heat and cold,
pressure, vibration and pain.
We receive an endless stream of information about our environment from our skin. In fact, studies
show that babies who lack a sense of touch have a low chance of survival, in contrast to the lack of
other senses. That's probably why it's the first sense we develop when we're embryos.
2. Touch is a very emotional type of communication, you can say it's the most 'human' contact we
have. In a sense, it's like delivering our emotions in a physical form. There's probably no better way to
comfort someone but to embrace and hold them, or to show your disapproval with a sounding slap on
the face.
3. Touch is a comfort tool, that's why we use it even to comfort ourselves. You can read more on self
touch here, and no, it's not that kind of self touch I mean!
4. Touch can serve as an amplifier – every message you send can be reinforced tenfold if you use
touch along with it. Of course it's a double edged sword, if someone has trouble trusting you, for
example, you can just reinforce that feeling by touching him.
5. The last but not least thing to consider about touch is that this is probably the most efficient tool
in creating bonds and rapport with others. Be it in courtship or in childcare, a soft touch says "I
care for you and want to be in contact". The physical connection often establishes the emotional
connection.

HANDSHAKES
A handshake is a globally widespread, brief greeting or parting tradition in which two people grasp
one of each other's like hands, in most cases accompanied by a brief up-and-down movement of the
grasped hands. Using the right hand is generally considered proper etiquette. Customs surrounding
handshakes are specific to cultures. Different cultures may be more or less likely to shake hands, or
there may be different customs about how or when to shake hands

Occasions you will need to shake hands:

 Initial introduction
 Job interview
 Seeing someone you haven’t seen in a long time
 Greeting guests when you are the host or hostess
 Greeting a host or hostess when you are the guest
 Saying goodbye to a friend or business associate
 Meeting in-laws or future family members
 Whenever someone else extends his or her hand
TIPS ON PROPER HANDSHAKE ETIQUETTE
1. Know When to Initiate
The person in a higher position of authority or age should be the first one to extend a hand. For example,
if you are interviewing for a job, the interviewer should be the one to take the lead.
If you make a mistake and initiate it, don’t withdraw your hand because that would be rude and might be
awkward. Always follow through with a handshake. Smile and continue with the introduction. Don’t
apologize.
2. Stand and Look the Person in the Eye
If you are sitting, rise before extending your hand. This shows respect and puts you on the same level as
the other person. Make eye contact and offer a sincere smile to show that you are happy to be where you
are. Be still and face the other person to prevent giving the impression that you are in a hurry to get
away. If you are walking, try to stop, turn, and face the other person.
3. Offer a Greeting Before and During
 When your palms are damp, you can delay extending your hand if you introduce yourself while blotting
your palm on the side of your slacks or skirt. Your greeting should include his or her name and a
pleasantry, such as, “It’s so nice to meet you, Ms. Jones.” If you have more nice things to say, include
them at this time. Don’t go overboard and gush, or you may make the other person uncomfortable.
4. Your Handshake Should be Firm but Not Crushing
You don’t want to offer a limp hand because it gives the impression of weakness. However, this does not
mean you should crush the other person’s hand. Be firm but not overpowering. If the other person offers
a limp hand, give a gentle squeeze. This can be a cue for him or her to grip more firmly.
5. The Handshake Should Last About 2-5 Seconds
Most people prefer shorter handshakes. Be observant and follow the lead of the other person, particularly
if he or she is in a superior position to you in business or social position. If the other person continues
holding onto your hand longer than five seconds, politely withdraw your hand. Maintain eye contact and
a pleasant expression afterward to maintain a positive interaction.
6. Be Aware of Your Other Hand
Most people use their right hands unless they have a reason to use the left. Ideally, your left hand should
be visible and unclenched. Don’t have your left hand in your pocket because this appears defensive. In
most business situations, you shouldn’t use your left hand to touch the other person’s arm or cup his or
her hand. However, in a personal setting, you may.
7. Shake Hands in an Up-and-Down Motion
The handshake shouldn’t go back and forth or side to side. Don’t pump the other person’s hand more
than three times, or the greeting may become very uncomfortable.
 APPROPRIATE BODY LANGUAGE AND MANNERISMS FOR INTERVIEWS
Interviewing for job openings is a source of frustration and anxiety for entry-level candidates, as well
as seasoned professionals. Ensure that you know the time and place of the interview and then arrive on
time. Remember that regardless of your level of education or work experience, displaying appropriate
manner and body language can help you boost confidence and increase the potential success of
interview.

Firm Handshake
When you meet your interviewer, one of the first things he'll likely do is extend his hand to give you a
handshake and welcome you to the interview. Extend your hand and offer a firm handshake. Many
business professionals view a weak handshake as unprofessional, and a sign of weakness.
Eye Contact
Eye contact is important in most business situations, including during job interviews. Eye contact
shows potential employers that you feel confident, aren't intimidated and that you're alert and ready to
discuss the position you're interviewing for. Make eye contact from the moment you meet your
potential employer, especially during your initial handshake.
Turn Toward the Interviewer
Once your interviewer invites you to sit down, position yourself so that you're facing your interviewer.
You body, legs and feet should be point in your interviewer's direction, so that you appear engaged
and ready to start the interview. You can also slightly lean in toward your interviewer.
Sit Up Straight
During your interview, your posture sends signals to potential employers about how engaged you are
in what they're saying. Sit straight, avoiding slouching, as it makes you appear disinterested. Resist the
urge to cross your legs; instead, place booth feet firmly on the floor.
Use Appropriate Language
Body language plays an important role in the first impression you make on potential employers.
Employers also pay close attention to how you speak, to ensure that your verbal communication skills
match the companies' needs. Speak in a clear voice and use proper grammar. Job candidates
sometimes believe that using jargon makes them appear more knowledgeable of their fields or
industries, but you should avoid using it, since hiring managers advise against it. You may feel
comfortable with your interviewer, but you still have to maintain a level of respect and class, so avoid
using offensive words, such as profanity.

At the end of your interview, don't rush to the door. Instead, take the time to thank each person for
interviewing you. Be sure to make eye contact, give each person in the room a firm handshake,
address them by their names and say "thank you."

BUSINESS ETIQUETTES
Business etiquette is a set of rules that govern the way people interact with one another in business,
with customers, suppliers, with inside or outside bodies. It is all about conveying the right image and
behaving in an appropriate way.
 IMPORTANCE OF BUSINESS ETIQUETTES
 Builds healthy relationships. Since business etiquette skills entail fair and honest dealings with
coworkers, employers, and customers etc., you tend to develop strong relationships on the basis of
such behavior.
 Nurtures a harmonious environment. Employees with good business etiquette skills help in
fostering a good working environment by displaying courtesy and respect towards coworkers and
employers. As a result of the comfort this good treatment at work provides, the productivity of teams
and individuals increases.
 Shows confidence. The way you are able to demonstrate your self-control and knowledge of various
matters through good business etiquette skills, it all reflects your confidence. It exhibits you as
someone who does not lose composure easily and knows when and what to say.
5 TYPES OF BUSINESS ETIQUETTE
 Workplace etiquette
 Table manners and meal etiquette
 Professionalism
 Communication etiquette
 Meetings etiquette
1.Workplace Etiquette
These rules deal with your behavior at the office. Culture and expectations differ from company to
company, so what's rude at one workplace may be normal at another.
For instance, HubSpot is dog-friendly, so my coworkers frequently bring their pups in with them. At a
traditional office, showing up with Rover would probably annoy your colleagues -- and may even get
you in hot water with upper management.
Figure out what's acceptable and what's not by reading your company handbook, paying attention to
how the executives behave (and following suit), and sticking by the standard rules (such as "Don't heat
up excessively smelly foods in the break room.")
2.Table Manners and Meal Etiquette
There's far more to dinner and meal etiquette than knowing which fork to use. Luckily, once you've
memorized these rules, you'll be well-equipped for any eating situation.
I can't even begin to cover them here -- you should read a book on meal etiquette or watch some
videos for a full briefer -- but every professional should know the following:
 Put your napkin in your lap when you sit down
 Order items in a similar price range to your dining companions
 Don't start eating until everyone has received their food
 Pass condiments and dishes from left to right rather than reaching across the table
 Chew with your mouth closed
 Don't snap your fingers at your server
 After the meal is over, partially fold your napkin and put it to the left of your plate
3.Professionalism
Being professional means contributing to a pleasant, productive, and inclusive work environment.
Professionalism includes an entire range of behaviors; however, here are the most standard:
 Keeping your word: When you make a commitment -- whether it's big or small -- keep it. If
you know that will be impossible, give the other person as much notice as possible.
  Being punctual: Show up on time (or early).
 Remaining calm: Even in heated situations, do your best to stay cool.
 Acting flexible: Sometimes you'll have to stay late, show up early, change plans, move
meetings, and more to make things work. Unless this is happening all the time, accommodate
these changes without raising a stink.
 Using diplomacy: There will be people you don't like -- prospects, coworkers, or both. Be kind
and amiable anyway.
 Accepting constructive criticism: Throughout your career, others will offer feedback. If you're
closed off to it, you'll not only harm your professional rapport, you'll also lose valuable
opportunities to improve.
4.Communication Etiquette
A large majority of our relationships hinge on good communication. Not sure what that entails? Let's
break communication etiquette down into three categories:
Phone Etiquette
 Don't speak too loudly or too softly. If you're worried about your volume, ask, "How am I
coming across? Do you need me to talk more or less quietly?"
 Never interact with your phone while you're with someone else. Keep it stashed in your pocket
or bag at all times.
 If you're on a conference call and you're not speaking, mute yourself so the others aren't
distracted by the outside noise.
Email Etiquette
 Aim to answer internal emails within one day and external emails within three days.
 Avoid overusing exclamation marks and smiley faces.
 Default to "Reply" over "Reply All."
 Check with each party before you make an introduction.
In-Person Etiquette
 Steer clear of complimenting someone's appearance, since this can make people feel
uncomfortable.
 Maintain eye contact 60% to 70% of the time.
 Match their speaking volume.
 Show interest in what they're saying.
5.Meetings Etiquette
Meetings are an important aspect of business communication that allow teams to share ideas, discuss
strategy, and get on the same page about projects and priorities. Below are some strategies for
maintaining proper meeting etiquette, whether you're meeting in-person or virtually:
 Send a meeting agenda around when you invite people to attend so they can prepare for the
discussion in advance.
 Be mindful of time zones and the daily schedules of the people you're inviting when setting a
time so nobody has to attend a meeting too early or too late in the day.
 Set up lunch or ask people to bring lunch if your meeting is scheduled during a typical lunch
hour.
 Introduce new team members or first-time meeting attendees to the larger group.
In-Person Meetings Etiquette
 Give attendees up to five minutes to settle in before diving into the agenda.
 Follow or set a clear agenda so people have time to think about contributions and ideas before
presenting.
  Call on everyone who wants to participate in the discussion, or go around in a circle so
everyone can speak.
 Don't speak too loudly so as not to disturb people working around you.
Virtual Meetings Etiquette
 Look at the camera -- not your own face or theirs -- so you seem like you're making eye
contact.
 Shut the door and make sure you're not interrupted by your pets, children, roommates,
significant other, etc.
 Before your meeting, check the area in camera range for inappropriate or overly personal
items.
 If you're the meeting facilitator, make sure all participants have the chance to speak or present
ideas, even if they're tuning in remotely.

RULES FOR GOOD BUSINESS ETIQUETTE

1. Always use names in a meeting
It is easy to forget people’s names when in a business meeting, and for this reason, it is a good idea to
write all the names down (and check their spelling) on a piece of paper in front of you.
It is common to say ‘treat others as you would like to be treated yourself‘. However, different people
have different expectations. You might like to be called by your first name when being greeted by a
service provider, however, someone else might prefer to be referred to more formally, with Mr, Ms, or
Mrs.
You should not just assume that people like things the same way you do. If in doubt about the level of
formality to use, it is probably better to go for more formality, rather than less, to avoid offending
anyone.
2. The three Rs
It is important to be considerate about the psychological needs of different people. A very useful rule
of thumb to go by is that of the three Rs.
 Recognition: using names, greetings, and making a point of acknowledging people.
 Respect: treating people with respect, value and courtesy, and apologising to them where the
situation calls for it.
 Response: people do not want to be kept waiting, they need to be responded to.
3. Wardrobe and hygiene
Dirty clothes, fingernail biting, poor hygiene, unclean hair and body odour especially, can be a real
turn off. It can be difficult having to tell someone they have body odour, but it is necessary, especially
if the person has to deal with others and outside clients.
4. Cracking inappropriate jokes
Etiquette is all about behaviour and sensitivity. For example, cracking jokes at times where it is
inappropriate, or inappropriate jokes in general, shows a total lack of sensitivity.
I have been surprised to still hear some men at work make jokes about women and the way they look.
Also, jokes about race and disabilities are most certainly inappropriate at any time.
5. Showing gratitude
Thanking a person where the thank you is warranted is simple politeness.
Actually making a point of showing some sort of gratitude where someone has gone out of their way
for you, or performed a task that is not part of their job description, is very important and actually
makes for better interpersonal communication in the future.
6. Telephone etiquette
Being treated rudely on the telephone or left on hold is not professional. Making promises and then not
keeping them or following through is also unprofessional and projects a poor image to the people on
the receiving end.

UNIT – IV
WRITTEN COMMUNICATION
The Written Communication refers to the process of conveying a message through the written
symbols. In other words, any message exchanged between two or more persons that make use of
written words is called as written communication.
Written communication has great significance in today’s business world. It is an innovative activity of
the mind. Effective written communication is essential for preparing worthy promotional materials for
business development. Speech came before writing. But writing is more unique and formal than
speech. Effective writing involves careful choice of words, their organization in correct order in
sentences formation as well as cohesive composition of sentences. Also, writing is more valid and
reliable than speech.
The written communication is the most common and effective mode of business communication. In
any organization, the electronic mails, memos, reports, documents, letters, journals, job descriptions,
employee manuals, etc. are some of the commonly used forms of written communication.
ADVANTAGES OF WRITTEN COMMUNICATION:
The advantages of Written Communication are stated below:
1. It is suitable for long distance communication and repetitive standing orders.
2. It creates permanent record of evidence. It can be used for future reference.
3. It gives the receiver sufficient time to think, act and react.
4. It can be used as legal document.
5. It can be sent to many persons at a time.
6. It is suitable for sending statistical data, chart, diagram, pictures, etc.
7. Order, allocation of work, job distribution, etc. in written form reduce ambiguity and help in
fixation of responsibility.
8. Uniformity in work procedure can be maintained through written communication.
9. It is easy to send unpleasant or bad news through written communication.
10. A good written communication can create goodwill and promote business.
LIMITATIONS OR DISADVANTAGES OF WRITTEN COMMUNICATION:
Followings are the limitations or disadvantages of Written Communication:
1. It is time-consuming. Composing a message in writing takes much time. Writing letters, typing
orders, notices, etc. and sending to appropriate destination require time. Feedback process also is not
instant.
2. It is expensive not so much due to postal charges but in terms of so many people spending so much
of their time.
3. It cannot maintain strict secrecy which would have been possible in oral communication.
4. Written communication has no scope for immediate clarification if not understood properly.
5. Being written in nature it is less flexible and cannot be changed easily.
6. It is not effective in the case of emergency.
 MECHANICS OF WRITING
In composition, the conventions governing the technical aspects of writing, including
spelling, punctuation, capitalization, and abbreviations. Getting your main points together can be a
challenge, and one solution is to put together a draft of main ideas before writing. Some writing
textbooks also include issues related to usage and organization under the broad heading of mechanics.
Spelling
To improve spelling skills, you can use a memory device known as mnemonics. This memorable
phrase, acronym or pattern can come in handy for remembering something like the spelling of a word.
You can also increase your reading skills, make a list of common words you often misspell or mark
words in a dictionary that seem to give you trouble repeatedly.
Capitalization
"Capitalization and punctuation are the mechanics of writing. They are not simply rules that we must
memorize and follow; they are specific signals to the reader. These mechanics are used to determine
the meaning and to clarify intent. It is possible to change the connotation of a sentence by altering
punctuation and/or capitalization."
Using proper capitalization is a grammar skill that can help improve your writing. Basic rules include
capitalizing the first word in a sentence as well as in a quoted sentence.
Abbreviations
"Mechanics, in theory, includes matters such as usage and spelling, as well as hyphenation and the use
of italics. Essentially, mechanics refers to a set of conventions--how to abbreviate and when to
capitalize, for example."
Punctuation
Punctuation is the set of marks used to regulate texts and clarify their meanings, mainly by separating
or linking words, phrases, and clauses. The word comes from the Latin word punctuare meaning
"making a point."
Marks of punctuation
include ampersands, apostrophes, asterisks, brackets, bullets,colons, commas, dashes, diacritic
marks, ellipsis, exclamation points, hyphens, paragraph breaks, parentheses, periods, question
marks, quotation marks, semi-colons, slashes, spacing, and strike-throughs.

REPORT WRITING
A report is a written account of something that one has observed, heard, done, or investigated. It is a
systematic and well organised presentation of facts and findings of an event that has already taken
place somewhere. Reports are used as a form of written assessment to find out what you have learned
from your reading, research or experience and to give you experience of an important skill that is
widely used in the work place.
Report writing is a formal style of writing elaborately on a topic. The tone of a report is always formal. The
audience it is meant for is always thought out section.
Reports are written to present facts about a situation, project, or process and will define and analyze
the issue at hand. Ultimately, the goal of a report is to relay observations to a specific audience in a
clear and concise style.

REPORT PRESENTATION
 Font: Use just one font in your report. An easy-to-read font such as Arial or Times New Roman is
best for reports. Section headings can be a different font from the main text if you prefer.
 Lists: Use lists whenever appropriate to break information into easy-to-understand points. Lists
can either be numbered or bulleted.
 Headings and Subheadings: You can use headings and subheadings throughout your report to
identify the various topics and break the text into manageable chunks. These will help keep the
report organized and can be listed in the table of contents so they can be found quickly.
REPORT WRITING STYLE
There are also some writing styles to consider:
 Keep It Simple. Don't try to impress; rather try to communicate. Keep sentences short and to the
point. Do not go into a lot of details unless it is needed. Make sure every word needs to be there,
that it contributes to the purpose of the report.
 Use the Active Voice. Active voice makes the writing move smoothly and easily. It also uses
fewer words than the passive voice and gives impact to the writing by emphasizing the person or
thing responsible for an action. For example: "Bad customer service decreases repeat business" is
more concise and direct than "Repeat business is decreased by bad customer service."
 Mind Your Grammar. Read the report aloud and have someone proofread it for you. Remember
that the computer cannot catch all the mistakes, especially with words like "red/read" or
"there/their." You may even want to wait a day after you write it to come back and look at it with
fresh eyes.
DIFFERENT TYPES OF REPORTS
While the basics of any report are the same, there are notable differences between academic, business,
and technical reports.
 Academic Writing: The first thing to note is that academic writing is extremely formal.
Typically, it should be free of contractions and any sort of slang. It's also important, generally, to
write in the third person, eliminating pronouns like "I" and "we."
 Business Writing: Business writing will also take on a formal tone. However, it's allowed to be
slightly less buttoned up. The goal in a business report is to present new initiatives and "get things
done." Here, things like contractions would be permissible, along with ample imagery and data.
 Technical Writing: Technical reports focus on how to do something. While an academic or even
a business report will attempt to prove something, a technical report is more descriptive in nature.
Also, the report writing format for students and professionals may cite facts and statistics to make
their case, but technical reports are more likely to follow a logical, step-by-step approach.
REPORT ELEMENTS
The main sections of a standard report are as follows.
Title
If the report is short, the front cover can include any information that you feel is necessary, such as
the author(s) and the date prepared. In a longer report, you may want to include a table of
contents and a definition of terms.
Summary
The summary consists of the major points, conclusions, and recommendations. It needs to be short, as
it is a general overview of the report. Some people will read the summary and only skim the
report, so make sure you include all of the relevant information. It would be best to write this
when the report is finished so you will include everything, even points that might be added at the
last minute.
Introduction
The first page of the report needs to have an introduction. Here you will explain the problem and
inform the reader why the report is being made. You need to give a definition of terms if you did
not include these in the title section, and explain how the details of the report are arranged.
Body
This is the main section of the report. The previous sections needed to be written in plain English, but
this section can include technical terms or jargon from your industry. There should be several
sections, each clearly labeled, making it easy for readers to find the information they seek.
Information in a report is usually arranged in order of importance with the most important
information coming first. Alternatively, you might choose to order your points by complexity or
time.
Discussion
If you wish, this optional section can be included at the end of the main body to go over your findings
and their significance.
Conclusion
This is where everything comes together. Keep this section free of jargon as many people will just
read the summary and conclusion.
Recommendations
This is where you discuss any actions that need to be taken. In plain English, explain your
recommendations, putting them in order of priority.
Appendices
This includes information that the experts in the field will read. It has all the technical details that
support your conclusions.

BUSINESS CORRESPONDENCE
Any communication in the form of the letter is correspondence. Any person related to a business
expresses oneself though business correspondence. One can also ask any doubt or uncertainty through
business correspondence.
A businessman writes and receives letters in his day to day life. A correspondence between two
organizations or within an organization comes under this category. A letter to a supplier, complaint letters,
letter of inquiry, job application letters are some of its examples.
Importance of Business Correspondence
A business correspondence has numbers of importance. Its most important feature is the ease of reaching
and communicating with different parties. It is not always possible to meet persons face to face.
A business correspondence helps to meet some organizational goals. One can achieve the objectives
through it. Let us study some of them in details.
1. Maintaining a Proper Relationship
It is not always possible for any business or organization to reach to any person in particular. This will
cost any business. Here, the business correspondence will be a rescue for any business.
It helps in maintaining the proper relationships between the parties. Business correspondence strengthens
the business. It also helps in the internal communication. It makes communication within the organization
more clear and precise.
2. Serves as Evidence
Any written form of communication serves as evidence. A business correspondence helps the person in a
business to keep a record of all the facts. These written records will serve as evidence.
3. Create and Maintain Goodwill
It helps in creating and maintaining goodwill between a business and a customer. Any letter to enquire,
complaint, suggestion or feedbacks helps a company to grow and maintain goodwill.
4. Inexpensive and Convenient
It is a cheap and convenient form of business communication.
5. Formal Communication
A business communication serves as a formal communication between two persons. It may be a seller and
a buyer. It can be between an employee and the employer. The language used is formal and logical.
It helps in removing the ambiguity and the doubts of the person involved in the business. The formal
communication in business is followed and acceptable.
6. Helps in the Expansion of Business
A business correspondence helps a business to achieve the set goal. It also ensures the expansion of a
business. With no waste of time and proper utilization of manpower and resources, a business can expand.
Any information regarding some resources or any product or market can be easily done. Even the news of
the expansion of business can be spread by it.
Types of Business Correspondence
A correspondence is of many types. Let us get ourselves familiar with some of them.
1. Internal Correspondence
It refers to the correspondence between the individuals, departments, or branches of the same
organization.
2. External Correspondence
It refers to the correspondence between two individuals. These are not of the same organization. Any
correspondence outside the organization is external correspondence. Customer and suppliers, banks,
educational institutions, government departments come under this category.
3. Routine Correspondence
It refers to the correspondence on routine manners. A correspondence made for inquiries, orders, replies,
acknowledgments, invitation, and appointment letters are routine correspondence.
4. Sales Correspondence
It refers to the correspondence related to the sale. Sales letters, sales reports, invoice, and confirmation of
orders are sale correspondence. Delivery letters, statement of accounts etc. are also some of its examples.
5. Personalized Correspondence
It refers to the correspondence based on emotional factors. Letters of the request, recommendation, and
congratulations are personalized correspondence. Letter of introduction, granting and the refusal of terms
are some of its examples.
6. Circulars
It refers to the communication of common matter to a large number of persons or firms. Circulars, notices
of tenders, change of address, an opening of the new branch come under this category. An introduction of
new products is also its example.

BUSINESS LETTER FORMAT

Any letter written for business use is a business letter. It is mean to exchange information in a written
form. It is the most formal method of communication in a business relationship. A customer writing a
letter to a supplier, a job seeker writing a job application, cover letters are some of the common business
letters. Letter of inquiry, order letter, business contract, complaint letter, sale letter, letter of
recommendation, and letter of resignation comes under this category.
 ESSENTIAL QUALITIES OF BUSINESS LETTER
A person should always maintain the quality of the business letter. The qualities of a business letter make
it presentable. It becomes easy for a person or an organization to imprint an impression onto the others.
The qualities of a business letter can be classified as
 Inner Quality
 Outer Quality
Let us discuss each of them in detail.
I. Inner Quality
It refers to the quality of language used and the presentation of a business letter. They are
1. Clear
The language used in the business letter must be clear. It helps the receiver to understand the message
immediately, easily, and clearly. Any ambiguity will lead to the misinterpretation of the message stated.
2. Simple
The language used in the business letter must be simple and easy. One must not write a business letter in
difficult and fancy words.
3. Concise
The message written in the letter must be concise and to the point.
4. Concrete
The message is written must be concrete and specific. By using concrete language, a reader will have a
clear picture of the message.
5. Accuracy
One must always check for the accuracy of the business letter. Accuracy generally means no error in
grammar, spelling, punctuations etc. Correct personnel should be targeted for communication.
6. Coherent
The language used in the business letter must be coherent. The message must be in a logical way for the
clear understanding of the message. The flow of the message must be consistent.
7. Complete
One must write a complete message. It helps the reader to know about the issue and the solution to be
taken. It should provide all the necessary information. One must also keep in mind that the message
should be concise and short along with the complete details.
8. Relevance
The letter should only contain important information. Irrelevant information should not be included and
avoided in any business communication.
9. Courteous
The language used in the business letter must be courteous. A writer must always use open, friendly, and
honest wording in his letter. It does not mean that one must use slang and abusive words. One must
always add the words like please, thank you etc.
10. Neatness
A business letter must be neatly typed or handwritten. Proper spacing, indention, and use of paragraph
should be used.
II. Outer Quality
The outer quality of a business letter means the quality of its outer appearance. The outer look of the letter
must be catchy and impressive. Some of the outer qualities are
1. Size of the Paper
The standard size of paper should be used. An A4 paper is the most used paper for writing a business
letter.
2. Quality of the Paper
The quality of the paper used must be good. It is not always possible for a firm to use the costly paper.
One must use good quality paper for original copy and ordinary copy for the duplicate copy.
3. The Color of the Paper
Sometimes it is very useful to use the different color of paper for different types of letter. The receiver can
clearly understand the intention and the purpose of the letter by its color.
4. Folding of Letter
One must fold the letter properly and uniformly. The folding must be done to fit the letter in the envelope.
It is noticeable that one must not over fold the letter. It will have a bad impression on the reader’s mind.
5. Envelope
The envelope used must be of good quality. Special attention must be given to the size of the envelope for
fitting the letter.
PARTS OF BUSINESS LETTER
A business letter will be more impressive if proper attention is given to each and every part of the
business letter.
There are 12 Parts of Business Letter
1. The Heading or Letterhead

2. Date
3. Reference
4. The Inside Address
5. Subject
6. Greeting
7. Body Paragraphs
8. Complimentary Close
9. Signature and Writer’s
Identification
10. Enclosures

11. Copy Circulation

12. PostScript

Let us discuss the parts of a business letter.

1. The Heading or Letterhead
It usually contains the name and the address of the business or an organization. It can also have an email
address, contact number, fax number, trademark or logo of the business.
2. Date
We write the date on the right-hand side corner of the letter below the heading.
3. Reference
It shows the department of the organization sending the letter. The letter-number can also be used as a
reference
 4. The Inside Address
It includes the name, address, postal code, and job title of the recipient. It must be mentioned after the
reference. One must write inside address on the left-hand side of the sheet.
5. Subject
It is a brief statement mentioning the reason for writing the letter. It should be clear, eye catchy, short,
simple, and easily understandable.
6. The Greeting
It contains the words to greet the recipient. It is also known as the salutation. The type of salutation
depends upon the relationship with the recipient.
It generally includes words like Dear, Respected, or just Sir/Madam. A comma (,) usually follow the
salutation.
7. The Body Paragraphs
This is the main part of the letter. It contains the actual message of the sender. The main body of the mail
must be clear and simple to understand. The body of the letter is basically divided into three main
categories.
 Opening Part: The first paragraph of the mail writing must state the introduction of the writer. It also
contains the previous correspondence if any.
 Main Part: This paragraph states the main idea or the reason for writing. It must be clear, concise,
complete, and to the point.
 Concluding Part: It is the conclusion of the business letter. It shows the suggestions or the need of the
action. The closing of the letter shows the expectation of the sender from the recipient. Always end
your mail by courteous words like thanking you, warm regards, look forward to hearing from your side
etc.
8. The Complimentary Close
It is a humble way of ending a letter. It is written in accordance with the salutation. The most generally
used complimentary close are Yours faithfully, Yours sincerely, and Thanks & Regards.
9. Signature and Writer’s Identification
It includes the signature, name, and designation of the sender. It can also include other details like contact
number, address, etc. The signature is handwritten just above the name of the sender.
10. Enclosures
Enclosures show the documents attached to the letter. The documents can be anything like cheque, draft,
bills, receipts, invoices, etc. It is listed one by one.
11. Copy Circulation
It is needed when the copies of the letter are sent to other persons. It is denoted as C.C.
12. PostScript
The sender can mention it when he wants to add something other than the message in the body of the
letter. It is written as P.S.

MEETINGS AND MANAGING MEETINGS

A meeting is a coming together of (generally) three or more people to exchange information in a
planned manner and discuss issues set out before them to arrive at decisions, solve problems, etc.
A meeting can be formal or informal. As regards a formal meeting there is set rules for convening it
and conducting it, with a written record of its proceedings. It requires a notice which is a call, an
invitation to attend it.
 It has an agenda or list of things to deal with, and the outcome is systematically written in the form of
minutes. An informal meeting can be without any written notice, for instance a staff union meeting in
the lunch room to discuss a picnic.
A meeting has a convener who calls it and a leader or chairperson who directs it.
TYPES OF MEETINGS
There are many different types of meetings
Informing Meetings
These are the most straightforward meetings where one member, usually the chairperson, has factual
information or a decision which affects all those present, which he/she wishes to communicate. Such
meetings tend to be formal as their aims are to give the members a real understanding and to discuss
any implications or how to put such information to best use.
Consulting Meetings
These are meetings used to discuss a specific policy or innovation and can be used to get participants'
views of such a policy or idea. An example could be:
 Review a current policy
 State its deficiencies
 Suggest change
 Stress the advantages of such change
 Admit any weaknesses
 Invite comments
Problem Solving Meetings
These meetings are dependent upon the chairperson describing the problem as clearly as
possible. Members should be selected according to their experience, expertise or interest and then
given as much information as possible to enable them to generate ideas, offer advice and reach
conclusions.
Decision Making Meetings
These types of meetings tend to follow an established method of procedure:
 Description of the problem
 Analysis of the problem
 Draw out ideas
 Decide which is best
 Reach conclusions

GUIDELINES FOR EFFECTIVE MEETINGS

1. Only hold a meeting if necessary.
2. All meetings must have clear objectives.
3. Invite a neutral facilitator to sensitive meetings.
4. All meetings must have an agenda which includes:
 topics for discussion
 presenter or discussion leader for each topic
 time allotment for each topic
5. Meeting information needs to be circulated to everyone prior to the meeting.
Make sure to include:
 meeting objectives
 meeting agenda
 location/date/time
 background information
 assigned items for preparation
6. Meetings must start precisely on time so as not to punish those who are punctual. This also sets the
stage for how serious you are about making the meeting effective.
7. Meeting participants must:
 arrive on time
 be well-prepared
 be concise and to the point
 participate in a constructive manner
8. Meeting notes must be recorded and made part of the company's meeting information archives.
9. The decisions made by the group must be documented.
10. Assigned action items must be documented, and the host, or an appropriate participant, must be
appointed to follow-up on the completion of all action items.
11. Meeting effectiveness must be reviewed at the end of each meeting and suggested improvements
applied to the next meeting.
ADVANTAGES OF MEETINGS:
(i) Save time:
Since one can meet a number of people at a time interactively, a meeting can save time.
(ii) Addressing groups:
One can divide the audiences according to their background and need, and address them group by
group.
(iii) Cope with information explosion:
New technology and new regulations are coming thick and fast. Meetings enable us to cope with this
situation.
(iv) Social and emotional support:
Members get personal support from each other when they meet and exchange ideas.
(v) Feeling of being consulted:
Members get the feeling that they have been consulted and this is useful in getting their intelligent and
willing cooperation.
(vi) Democratic functioning:
Democracy aims at achieving all people’s welfare by all people’s involvement. This is possible
through meetings.
(vii) Idea development:
Ideas are systematically cross-fertilized, analyzed and improved by a group.
(viii) Defusing troublemakers:
By the collectivity of constructive forces, troublemakers can be isolated in a meeting and positive
action got going. The opponents of a plan get a forum to voice their opposition, which can be
overcome before a group of supportive people.
(ix) Bolder decisions:
Collectively we can take more adventurous decisions because of united strength.
(x) Various interest groups represented:
In a meeting many interest groups can be represented and minorities can also be given due attention.
(xi) Preventing mistakes:
A meeting helps to avoid mistakes by a collective and many-angled focus on issues.
DISADVANTAGES:
1. Time-consuming:
Meetings require a number of people to come together at the same time and place. This costs time
because other work has to be set aside for the sake of the meeting.
2. Inability to arrive at a decision:
Just as “two heads are better than one,” it is also true that “too many cooks spoil the soup.”
Multiplicity of views and personal stubbornness of members may prevent a meeting from taking a
decision which a chief executive may take alone.
3. Lack of seriousness:
Many meetings suffer from the drawback that members come unprepared and feel that the others will
do the thinking and talking. They feel they can take a free ride. “Everybody’s job is nobody’s job.”
4. Inexpert chairing:
Just as an airplane is steered by a pilot, a meeting is piloted by the chairperson. His lack of skill and
personal failings/biases may fail a meeting.
5. Expensive:
Meetings are expensive to arrange – they require a place, paperwork, prior communication, and
travelling by the attendees.
6. Open to disruption:
A meeting is prone to being disrupted by an element that is opposed to its objective. There are times
when one passenger’s refusal to adjust himself delays the entire flight. The same for meetings. The
spirit of give-and-take may be missing in some participants.

RESUME WRITING
A résumé is a document that summarizes your education, skills, talents, employment history, and
experiences in a clear and concise format for potential employers. The résumé serves three distinct
purposes that define its format, design, and presentation:
1. To represent professional information in writing
2. To demonstrate the relationship between professional information and the problem or challenge
the potential employer hopes to solve or address, often represented in the form of a job
description or duties
3. To get an interview by clearly demonstrating you meet the minimum qualifications and have the
professional background help the organization meet its goals

CHARACTERISTICS OF A GOOD RESUME

1. Honesty: An effective resume should always include accurate information. It should be free
from exaggeration and false information.
2. Cleanliness: Employer gets a primary impression about the job application formthe appearance
of the resume. It indicates the carefulness and eagerness of the application towards the job.
Therefore, the resume should be neat, clean and attractive. Its attractiveness depends on clear
typing or writing, layout of the writing, quality of papers, necessary margin etc.
3. Full disclosure: An accurate and effective resume gives detailed information about the
applicant. The related information includes identifying information, career or job objective,
educational background, work experience, references, etc. without full disclosure of these
facts, an employer cannot evaluate a resume.
4. Brevity: Resume should be concise in nature. Inclusion of unnecessary information or
repetition of information may irritate the employer.
 5. Appropriate format: Resume can be drafted in three different formats such as chronological
format, functional format, and combination of chronological and functional format. Selection
of format depends on nature of information to be included in the resume; selection of an
appropriate format for particular information will obviously enhance its acceptability and
appeal.
6. Updated information: A good resume always conations updated information. Resume is the
only information sheet that an employer has in determining whether to call the application in
the interview. Therefore, the resume should be updated including new skills, experiences, and
abilities.

TYPES OF RESUME FORMATS

Chronological
The chronological resume is exactly what its name implies. Your work history is listed in order,
according to dates. Begin with your most current position and end with the earliest. Many employers
prefer this type because it gives them an overview of your experience.
This basic resume type is best for those people with a solid employment background who have no
lapses in their work history. It is also beneficial if most of your experience coincides with the job you
are interested in.
Generally, the last 10-15 years should be listed on the resume. Start with the most current position and
work backward. It is not etched in stone that only full-time jobs should be listed. Include part-time
positions, volunteer work, or anything else that will emphasize the skills you have to offer.
Functional
A functional resume focuses on your skills and experience and de-emphasizes your work history.
Employment history is secondary to the abilities you have to offer. This basic resume type is
preferable if you have lapses in employment. The gaps could occur for any number of reasons such as
raising a family, illness, or job loss.
It is also beneficial for new graduates who have limited employment experience or people who are in
the middle of a career change. Those who have had diverse occupations with no focused career path
will also find this basic resume type helpful.
Combination
In a combination resume you highlight both your skills and traits and provide a chronological listing of
your work experience. This gives you a flexible platform to list your workplace assets and show what
kind of employee you are.
However, you only have so much space available. List the most recent or advanced degrees first and
work in reverse order. If there are older courses that are more specific to the position, list them first.
You don’t have to list graduation dates, but if you graduated summa cum laude, or have achieved other
high scholastic honors, don’t be modest about listing them. This will set you apart from other
applicants.
Targeted
he final format you might want to consider is a targeted resume. This basic resume type is customized
and specific to the position you want. Your work history, abilities, and education are reflections of the
job requirements.
For example, if you were applying for a position as a book editor in a publishing company, you could
emphasize your master’s degree in English and your internship with an editor during your senior year.
Perhaps you worked part time as a proofreader to help with college expenses. List the writing contests
you’ve won. All these things would make an employer want to know more about you.
 RESUME EXAMPLE: Skills section
SKILLS SUMMARY
Writing and Communication:
 Degree with an emphasis on clarity and structure in written and oral communication.
 Wrote blog posts, news features, technical documents and marketing copies.
 Former editor-in-chief of the university newspaper.
 Experience writing business and grant proposals, pitch documents and advertising copy.
 Translated documents and interpreted conversations in Spanish, German and English.
Creative and Analytical Thinking
 Analysis of audience, purpose and style of documents.
 Strategic choice of wording, tone, format and source of information.
 Ability to take fact-based materials and make them interesting.
Software and Social Media
 Knowledge of social media, blogging and digital marketing.
 Experience with Google Wave, Twitter, Facebook, LinkedIn, WordPress and Blogspot.
 Managed social media accounts with more than 30.000 followers in total.

UNIT- V
PRESENTATION SKILLS
Presentation skills can be defined as a set of abilities that enable an individual to: interact with the
audience; transmit the messages with clarity; engage the audience in the presentation; and interpret
and understand the mindsets of the listeners. These skills refine the way you put forward your
messages and enhance your persuasive powers.
The present era places great emphasis on good presentation skills. This is because they play an
important role in convincing the clients and customers. Internally, management with good presentation
skills is better able to communicate the mission and vision of the organization to the employees.

Importance of Presentation Skills

Interaction with others is a routine job of businesses in today’s world. The importance of good
presentation skills is established on the basis of following points:
 They help an individual in enhancing his own growth opportunities. In addition, it also grooms the
personality of the presenter and elevates his levels of confidence.
 In case of striking deals and gaining clients, it is essential for the business professionals to understand
the audience. Good presentation skills enable an individual to mold his message according to the traits
of the audience. This increases the probability of successful transmission of messages.
 Lastly, business professionals have to arrange seminars and give presentations almost every day.
Having good presentation skills not only increases an individual’s chances of success, but also enable
him to add greatly to the organization.

PREREQUISITES OF EFFECTIVE PRESENTATION

1 – Create a clear effective message
A clear message is normally a simple one. You may feel that you have to go into a lot of detail to get
your message across but more often than not – “less is more”. Your audience are only able to take in
so much during a presentation, so the clearer the message the more powerful it will be. Keep your
message clear and simple by using the following guidelines:
 Have one Key Message only – this should be the most important point that you want to get across to
your audience. Restrict it to one sentence that is easier to remember.
 Restrict your content to three main points only – three is the magic number that people tend to
remember things in – so if you restrict your presentation to three sections only, your audience will be
more likely to remember it.
 Have a strong opening and ending – these are the moments when your audiences’ attention is at its
highest so take the opportunity to state and re-state your key message at these times.

2 – Deliver your message effectively

Next stage is to consider how you are getting it across effectively to your audience. The ability to
express your ideas is as important as the ideas themselves and this is a fundamental requirement of
effective presentation delivery.
Although not everyone is naturally expressive, we all have the ability to develop our personal
resources to help us enhance those expressive qualities required to help us become more effective
presenters.
The way you speak and look has a huge impact on what you say and how you come across to your
audience and there are some simple techniques you can adopt to help enhance your overall image. Try
to incorporate the following when you next give a presentation:
 Speak at a slower pace – we tend to speed up when we are nervous so by consciously slowing down
you will end up speaking at the right pace and controlling your nervous tension.
 Imagine you are telling a story – by doing this, you will automatically increase the expression in
your voice and sound more interesting to your audience.
 Make eye contact with your audience – it may feel awkward at first but if you actually look directly
at people you will feel as though you are having a conversation with them and this will feel less
intimidating

3 – Fully engage with your audience

To deliver an effective presentation, it’s also important that you fully engage with your audience so
that you can see things from their point of view and “speak in their language”. It’s therefore important
that you have a full understanding of your audience. To help achieve this gather as much information
as possible about your audience before you present. There are three main areas where you can gather
information about your audience as follows:
 Audience Make-Up – this is who will actually attend. Ask yourself, from what
departments/oganisations they will come from, what level of seniority they will be, what level of
expertise will they have about my subject etc
 Audience Motivation – this is the attitudes of the audience and how they may react to you. Ask
yourself what is their interest in my topic, their attitude towards me, any misconceptions or
preconceived ideas they may have etc
 Audience Environment – these are the external factors that may influence you and your audience.
Ask yourself how many will be in the audience, what will be the length of my presentation, what sort
of room/venue will I present in etc
By considering these factors you will be able to plan your presentation to accommodate the attitudes
and needs of your audience. This will make it easier for you to ‘buy in’ their trust in you and make it
easier for you to engage with them.
 FORMAT OF PRESENTATION
This is the usual flow of a presentation, which covers all the vital sections and is a good starting point for
yours. It allows your audience to easily follow along and sets out a solid structure you can add your content
to.
1. Greet the audience and introduce yourself
Before you start delivering your talk, introduce yourself to the audience and clarify who you are and your
relevant expertise. This does not need to be long or incredibly detailed, but will help build an immediate
relationship between you and the audience. It gives you the chance to briefly clarify your expertise and why
you are worth listening to. This will help establish your ethos so the audience will trust you more and think
you're credible.
2. Introduction
In the introduction you need to explain the subject and purpose of your presentation whilst gaining the
audience's interest and confidence. It's sometimes helpful to think of your introduction as funnel-shaped to
help filter down your topic:
1.Introduce your general topic
2.Explain your topic area
3.State the issues/challenges in this area you will be exploring
4.State your presentation's purpose - this is the basis of your presentation so ensure that you provide a
statement explaining how the topic will be treated, for example, "I will argue that…" or maybe you
will "compare", "analyse", "evaluate", "describe" etc.
5.Provide a statement of what you're hoping the outcome of the presentation will be, for example, "I'm
hoping this will be provide you with..."
6.Show a preview of the organisation of your presentation
In this section also explain:
 The length of the talk.
 Signal whether you want audience interaction - some presenters prefer the audience to ask questions
throughout whereas others allocate a specific section for this.
 If it applies, inform the audience whether to take notes or whether you will be providing handouts.
The way you structure your introduction can depend on the amount of time you have been given to
present: a sales pitch may consist of a quick presentation so you may begin with your conclusion
and then provide the evidence. Conversely, a speaker presenting their idea for change in the world
would be better suited to start with the evidence and then conclude what this means for the audience.
Keep in mind that the main aim of the introduction is to grab the audience's attention and connect
with them.
3. The main body of your talk
The main body of your talk needs to meet the promises you made in the introduction. Depending on the
nature of your presentation, clearly segment the different topics you will be discussing, and then work your
way through them one at a time - it's important for everything to be organised logically for the audience to
fully understand. There are many different ways to organise your main points, such as, by priority, theme,
chronologically etc.
 Main points should be addressed one by one with supporting evidence and examples.
 Before moving on to the next point you should provide a mini-summary.
 Links should be clearly stated between ideas and you must make it clear when you're moving onto
the next point.
 Allow time for people to take relevant notes and stick to the topics you have prepared beforehand
rather than straying too far off topic.
When planning your presentation write a list of main points you want to make and ask yourself "What I am
telling the audience? What should they understand from this?" refining your answers this way will help you
produce clear messages.
4. Conclusion
In presentations the conclusion is frequently underdeveloped and lacks purpose which is a shame as it's the
best place to reinforce your messages. Typically, your presentation has a specific goal - that could be to
convert a number of the audience members into customers, lead to a certain number of enquiries to make
people knowledgeable on specific key points, or to motivate them towards a shared goal.
Regardless of what that goal is, be sure to summarise your main points and their implications. This clarifies
the overall purpose of your talk and reinforces your reason for being there.
Follow these steps:
 Signal that it's nearly the end of your presentation, for example, "As we wrap up/as we wind down
the talk…"
 Restate the topic and purpose of your presentation - "In this speech I wanted to compare…"
 Summarise the main points, including their implications and conclusions
 Indicate what is next/a call to action/a thought-provoking takeaway
 Move on to the last section
5. Thank the audience and invite questions
Conclude your talk by thanking the audience for their time and invite them to ask any questions they may
have. As mentioned earlier, personal circumstances will affect the structure of your presentation.
Many presenters prefer to make the Q&A session the key part of their talk and try to speed through the main
body of the presentation. This is totally fine, but it is still best to focus on delivering some sort of initial
presentation to set the tone and topics for discussion in the Q&A.

ASSERTIVENESS
Assertiveness is a skill regularly referred to in social and communication skills training.
Being assertive means being able to stand up for your own or other people’s rights in a calm and
positive way, without being either aggressive, or passively accepting ‘wrong’.
Assertive individuals are able to get their point across without upsetting others, or becoming upset
themselves.
Although everyone acts in passive and aggressive ways from time to time, such ways of responding
often result from a lack of self-confidence and are, therefore, inappropriate ways of interacting with
others.
Those who behave assertively always respect the thoughts, feelings and beliefs of other people as well
as their own.
Assertiveness concerns being able to express feelings, wishes, wants and desires appropriately and is
an important personal and interpersonal skill. In all your interactions with other people, whether at
home or at work, with employers, customers or colleagues, assertiveness can help you to express
yourself in a clear, open and reasonable way, without undermining your own or others’ rights.
Assertiveness enables individuals to act in their own best interests, to stand up for themselves without
undue anxiety, to express honest feelings comfortably and to express personal rights without denying
the rights of others
 The Benefits of Being Assertive
One of the main benefits of being assertive is that it can help you to become more self-confident, as
you gain a better understanding of who you are and the value that you offer.
Assertiveness provides several other benefits that can help you both in your workplace and in other
areas of your life. In general, assertive people:
 Make great managers. They get things done by treating people with fairness and respect, and are
treated by others the same way in return. This means that they are often well-liked and seen as leaders
that people want to work with.
 Negotiate successful "win-win" solutions. They are able to recognize the value of their opponent's
position and can quickly find common ground with him.
 Are better doers and problem solvers. They feel empowered to do whatever it takes to find the best
solution to the problems that they encounter.
 Are less anxious and stressed. They are self-assured and don't feel threatened or victimized when
things don't go as planned or as expected.

STRATEGIES OF ASSERTIVE BEHAVIOR

Here are some tips to help you learn to be more assertive.
1. Make the decision to positively assert yourself. Commit to being assertive rather than passive or
aggressive and start practising today.
2. Aim for open and honest communication. Remember to respect other people when you are sharing
your feelings, wants, needs, beliefs or opinions.
3. Listen actively. Try to understand the other person’s point of view and don’t interrupt when they are
explaining it to you.
4. Agree to disagree. Remember that having a different point of view doesn’t mean you are right and the
other person is wrong.
5. Avoid guilt trips. Be honest and tell others how you feel or what you want without making
accusations or making them feel guilty.
6. Stay calm. Breathe normally, look the person in the eye, keep your face relaxed and speak in a normal
voice.
7. Take a problem-solving approach to conflict. Try to see the other person as your friend not your
enemy.
8. Practise assertiveness. Talk in an assertive way in front of a mirror or with a friend. Pay attention to
your body language as well as to the words you say.
9. Use ‘I’. Stick with statements that include ‘I’ in them such as ‘I think’ or ‘I feel’. Don’t use aggressive
language such as ‘you always’ or ‘you never’.
10. Be patient. Being assertive is a skill that needs practice. Remember that you will sometimes do better
at it than at other times, but you can always learn from your mistakes.

COMMUNICATION SKILLS FOR GROUP DISCUSSION

"Group" is a collection of individuals who have regular contact and frequent interaction and who work
together to achieve a common set of goals. "Discussion" is the process whereby two or more people
exchange information or ideas in a face-to-face situation to achieve a goal. The goal, or end product,
 maybe increased knowledge, agreement leading to action, disagreement leading to competition or
resolution or perhaps only a clearing of the air or a continuation of the status-quo.

Group Discussions are conducted to evaluate the candidates on certain personality traits. Here are some of the
important personality traits and skills that a candidate should possess to perform well in a GD:
 Leadership skills and initiative-taking ability
Taking initiative is indicative of your ability to impart direction to the group and define the key issue(s) along
which the discussion has to progress. The three "Cs" which rank you high on this parameter areclarity (the main
points to be discussed), content (the vertical depth in each point) and confidence. The "Key Word Approach",
wherein you start with defining the dominant words in the topic and then develop subsequent constructs, can
help you to initiate effectively. This will also demonstrate your leadership skills.
For example, in a topic like "Should Republic Day celebrations be redefined?", the key words are "Republic"
and "redefined". Thus, a good strategy can be giving a backdrop against which this day is celebrated, then
graduating to the way it is celebrated and finally talking about ways and means of redefining (if at all). If
demonstrated properly, this skill gets you in the visible limelight and reflects your ability to break the ice and
evoke a discussion! However, if mishandled (e.g., you may start off on a high note and then abruptly recede into
an eerie silence), it puts you in an embarrassing position!
 Knowledge
Knowledge reflects your ability to have an opinion on issues and concerns of contemporary relevance and hence
your ability to connect with different aspects of the environment (economic, political, business, social, etc.). It
assumes, even more, relevance for a fact-intensive topic like "Indian Economy in the post WTO regime". Here,
knowledge becomes a sharp differentiator and helps you to leverage a strong competitive advantage. Unless you
have the requisite knowledge of the given topic, your discussion runs the danger of being shallow and
superficial. Being well versed in current affairs and issues of concurrent importance can help you to do well
along this parameter.
 Group Dynamics:
This basically demonstrates the skill to strike a balance between individual excellence and group performance.
A person scoring high on this parameter will be more probable to work in groups and hence contribute
effectively to organizations. It also reflects your team skills, listening skills and willingness to accept diverse
viewpoints.
 Logical Ability/Analytical Skills
This indicates your ability to effectively flowchart your thought process and analyze the topic in a
comprehensive manner. It reflects your ability to construct logical arguments and structure the discussion in a
streamlined manner, avoiding random forays.
The skills that are usually assessed in a Group Discussion are:
 Communication Skills
 Interpersonal Skills
 Leadership Skills
 Motivational Skills
 Team Building Skills
 Tolerance
 Clarity over Ambiguity
 Divergent Thinking
 Listening skills
 Presentation Skills
 Analytical / Logical skills
 COMMUNICATION SKILLS FOR GROUP DISCUSSION AND INTERVIEWS
Here are four critical essential skills to help you excel in interviews and land your dream job:
#1 COMMUNICATE A CLEAR AND STRONG PERSONAL BRAND
Before you attend an interview, you should already have created a strong personal brand
and professional brand messaging. Your professional value statement should answer essential
questions, including:
 Who are you?
 What do you offer?
 What makes you unique?
Be sure you have complete clarity on the answers to these questions before you write your resume, and
definitely before you accept an interview. The answers to these questions will be essential to
developing your unique brand messaging. The professional value proposition you develop by
answering these questions will convey to an interviewer what you bring to the table, whether you will
fit in at their organization, and if you are the right person to do the job - or not.
#2 TELL A COMPELLING STORY
Information about you is everywhere today – people will read your resume, read your LinkedIn
profile, check out your Facebook, and look at your Twitter feed. The interview is your opportunity to
tie everything together and tell a cohesive and compelling story about yourself, your brand and, most
importantly, promote the impact you will have on the organization - should they hire you.
Through your interview answers, paint a very clear and compelling picture of why you are the absolute
best candidate for the job. Through your story, potential employers should be able envision the
contributions you will have made to the organization six months from now. Tell a story that ends with
you hitting it out of the park and making a positive impact. Creating vignettes that tell a story of your
accomplishments and your career trajectory that are tied into the needs of the employer is considerably
more compelling to the interviewer than listening to a disjointed list of past job responsibilities and a
description of your skills.
#3 IDENTIFY MEASURABLE ACCOMPLISHMENTS
Everyone has accomplishments. Whether you’re an entry level intern, or a CEO of a Fortune 500
company, you have accomplishments from your career that will help you position yourself for future
roles. The key to selling yourself during an interview is to identify your unique accomplishments and
incorporate them into your brand and your stories.
As you make a list of your accomplishments, be sure they are measurable. Whenever possible, include
a statistic to put your accomplishment in perspective. Perhaps you provided customer service to more
than 120 customers per week and achieved a 75% resolution rate. Whatever your contributions were,
quantifying them will legitimize your accomplishments and will sound more compelling than simply
stating that you provided customer service and resolved issues. If you’re having trouble identifying
your accomplishments and making them tangible with data, look at past performance reviews or ask
your colleagues. You might even have a family member who might remember notable moments you
have shared. Sharing measurable accomplishments are critically important to successfully interviewing
and landing your next job.
#4 EXUDE A POSITIVE AND ENGAGING ATTITUDE
Enough cannot be said about the importance of your attitude and enthusiasm when interviewing. Most
people who lack these two key traits don’t realize how they are coming across to the interviewer. Even
 if you feel confident in your interviewing skills, it’s always a good idea to do some practice
interviewing with someone you trust.
Since there’s no quicker way to kill an interview than to come across disinterested, bored, or
unengaged; having an opportunity to practice and get feedback will help you overcome the little
nuances of your interview persona that you may not be aware of, yet. For some people who aren’t used
to exuding enthusiasm, you may have to push yourself out of your comfort zone to make sure you
appear as excited about your profession, the opportunity, and pretty much everything you are
discussing during an interview as you feel.
Once you’re in an interview, be aware of your energy level and body language. In some cases, it’s
easy to seem eager and interested at the beginning of the interview process, but by the time you’ve met
the fourth person on the team and 3 hours have lapsed, your energy may be drained. Don’t be afraid to
ask for breaks and take some time in the bathroom to refresh and breathe. Then, walk back in with
renewed energy and verve!
Other tips for making the most out of your interview experience include:
 Treat the interview like a meeting – ask questions as well as answer them
 Be an active listener
 Watch your body language
 Make eye contact
 Arrive early
 Practice at home