Q1. List the importance of effective communication in the workplace?

Communication skills are the ability to use language and express information. It is a process of transforming information from one entity to another. Communication is commonly defined as the imparting or interchange of thoughts, opinions, or information by speech, writing, or signs. While interviewing candidates, most interviewers judge them on the basis of the way they communicate. They believe that skills can be improvised on the job; but ability to communicate well is important, as every employee becomes the representing face of the company. While defining communication skills we can say, Communication skills are the set of skills that enables a person to convey information so that it is received and understood. Communication skills refer to the repertoire of behaviors that serve to convey information for the individual.

Positive Attitude: Identification is one of the key ingredients of effective communication. In fact, unless your listeners can identify with what you are saying and with the way you are saying it, they are not likely to receive and understand your message. Communication does not depend on syntax, or eloquence, or rhetoric, or articulation; but on the emotional context in which the message is being heard. People can only hear you when they are moving toward you, and they are not likely to when your words are pursuing them. Even the choicest words lose their power when they are used to overpower. Attitudes are the real figures of speech. Here are proverbs for worth consideration:

Many feel that this skill does not need any training, as every individual is able to communicate. Yes, every individual can communicate, but the problem is that every individual cannot effectively communicate. When we speak (or listen), our attention is focused on words rather than body language. But our judgement includes both. An audience is simultaneously processing both verbal and nonverbal cues. Body movements are not usually positive or negative in and of themselves; rather, the situation and the message will determine the appraisal. Those who do not have appropriate communication skills are usually ignored or simply kept at bay. Where are those with good communication skills are looked upon and well respected. After all a good listener and a good orator are popular in their groups professional and personal.

It is basically two-way street, which entails the relation between the sender and the sender and the receiver. In this process, a cycle of communicating messages is formed between the sender and receiver. There are some barriers that occur while listening, speaking to avoid these barriers. One needs to overcome all language related barriers by first seeking how to learn English speaking. This is essential, because most people find it difficult to convey their thoughts, because of a strong influence of their national language, regional language and mother tongue.

Conclusion: Now we are going to end up this discussion by summing up every individual needs to be well equipped with the tools to communicate effectively, whether it is on the personal; front, or at work. One can refer to the various English speaking books that will help them improve and also to overcome one can attend English speaking classes. Effective skills in communication calls for awareness and attentive listening.

Q2. Explain different aspects of non verbal communication?

In many cases, we communicate information in nonverbal ways using groups of behaviors. For example, we might combine a frown with crossed arms and unblinking eye gaze to indicate disapproval. 1. Facial Expression Facial expressions are responsible for a huge proportion of nonverbal communication. Consider how much information can be conveyed with a smile or a frown. While nonverbal communication and behavior can vary dramatically between cultures, the facial expressions for happiness, sadness, anger and fear are similar throughout the world. 2. Gestures Deliberate movements and signals are an important way to communicate meaning without words. Common gestures include waving, pointing, and using fingers to indicate numeric amounts. Other gestures are arbitrary and related to culture. 3. Paralinguistics Paralinguistics refers to vocal communication that is separate from actual language. This includes factors such as tone of voice, loudness, inflection and pitch. Consider the powerful effect that tone of voice can have on the meaning of a sentence. When said in a strong tone of voice, listeners might interpret approval and enthusiasm. The same words said in a hesitant tone of voice might convey disapproval and a lack of interest. 4. Body Language and Posture Posture and movement can also convey a great deal on information. Research on body language has grown significantly since the 1970's, but popular media have focused on the over-interpretation of defensive postures, arm-crossing, and leg-crossing, especially after the publication of Julius Fast's book Body Language. While these nonverbal behaviors can indicate feelings and attitudes, research suggests that body language is far more subtle and less definitive that previously believed. 5. Proxemics People often refer to their need for "personal space," which is also an important type of nonverbal communication. The amount of distance we need and the amount of space we perceive as belonging to us is influenced by a number of factors including social

norms, situational factors, personality characteristics and level of familiarity. For example, the amount of personal space needed when having a casual conversation with another person usually varies between 18 inches to four feet. On the other hand, the personal distance needed when speaking to a crowd of people is around 10 to 12 feet. 6. Eye Gaze Looking, staring and blinking can also be important nonverbal behaviors. When people encounter people or things that they like, the rate of blinking increases and pupils dilate. Looking at another person can indicate a range of emotions, including hostility, interest and attraction. 7. Haptics Communicating through touch is another important nonverbal behavior. There has been a substantial amount of research on the importance of touch in infancy and early childhood. Harry Harlow's classic monkey study demonstrated how the deprivation of touch and contact impedes development. Baby monkeys raised by wire mothers experienced permanent deficits in behavior and social interaction. Touch can be used to communicate affection, familiarity, sympathy and other emotions. 8. Appearance Our choice of color, clothing, hairstyles and other factors affecting appearance are also considered a means of nonverbal communication. Research on color psychology has demonstrated that different colors can evoke different moods. Appearance can also alter physiological reactions, judgments and interpretations. Just think of all the subtle judgements you quickly make about someone based on his or her appearance. These first impressions are important, which is why experts suggest that job seekers dress appropriately for interviews with potential employers

Q3. Write short note on a). Upward communication b). Downward communication c). Horizontal communication?

A). Upper communication means the flow of information from the lower levels of the organization to the higher levels of authority. It transfers from subordinate to superior as that from worker to foreman, from foreman to company manager, from companys manager to general manager and from general manager to the chief executive or the board of directors. In this way, the upward communication makes a chain Upper communication includes judgments, estimations, propositions, complaints, grievance, appeals, reports etc. It is very important because it serves as the response on the success of downward communication. Management comes to know how well its policies, plans, strategies and objectives are adopted by those working at lower levels of the organization. It keeps the management informed about the progress of the work and troubles faced in executions. On the strength of upward communication, the management amends its programs and strategies and makes further plans. It is needed in all type of organizations, whether big or small. It serves the following purposes: - To create communication receptiveness. - To produce a sense of belongingness through active participation. - To assess communication efficiency. - To boost employee morale. - To make improvements in managerial decision making process. - To coordinate efforts. - To know ideas of each individual in the organization.

B). Communication which flows from the superiors to subordinates is known as downward communication. In an organization structure, the superiors utilize their abilities to attain the desired targets which mean that they may be engaged in issuing commands, directions and policy directives to the persons working under them (at lower levels). Under downward communication, the superiors anticipate instant recital of a job thats why it is highly directive. Downward communication can be defined as, Information flowing from the top of the organizational management hierarchy and telling people in the organization what is important (mission) and what is valued (policies).

Some examples of downward communication include notice, circulars, instructions, orders, s, memos, bulletins, handbooks, annual reports, loudspeaker announcements and group meetings. Communication from superior to subordinate can be face to face as well as through written memorandums, orders, job descriptions etc. The authority line flows from the top to the bottom according to the organizational structure (hierarchy). It is needed to get things done, to prepare for changes, to deject lack of understanding and doubt; and to allow the organizational members to develop feeling of pride of being well-informed about all organizational matters. The other elements of downward communication include: - Directions to carry out a specific task. - Job instructions. - Information intended to create understanding of the task and its relation to other organizational tasks. - Job principle. - Information about organizational processes and patterns. - Response to the subordinate about his performance. - Information of an ideological character to inculcate a sense of mission.

C). The term lateral communication can be used interchangeably as horizontal communication. In his text entitled Organizational Communication, Michael J. Papa defines horizontal communication as the flow of messages across functional areas at a given level of an organization. With this system people at the same level are permitted to communicate directly without going through several levels of organization. Given this elasticity, members within an organization have an easier time with problem solving, information sharing across different work groups, and task coordination between departments or project teams. The use of lateral or horizontal communication in the workplace can also enhance morale and afford a means for resolving conflicts. According to research done by John E. Spillan, Mary Mino, and M. Susan Rowles, lateral communication involves not only the movement of information from the upper levels to the lower levels of the organizational hierarchy but also is defined primarily as the quality of information sharing among peers at similar levels. Specifically, lateral communication occurs among coworkers, during staff meetings and informational presentations, throughout shift changes, and among employees regardless of peer types. In short, lateral communications purpose is to keep organizational personnel informed of all current practices, policies, and procedures.

Communicating effectively laterally involves the exchange of information between and among all organizational members. While we may perceive that organizational

information flows vertically or from top to bottom, in reality, information moves laterally. In other words, as information directives are communicated from an upper to a lower position on the hierarchy, peers at each hierarchical level should quickly interpret and communicate these directives between and among peers at similar hierarchical levels. Thus, it is critical for an organization to understand its structure and culture, which are the two major determinants of the quality of lateral communication.

Q4. Explain the different barriers to listening. List the differences between discriminative listening & comprehension listening?

The first barrier to communication is the physical barrier. This means you are physically separated with the people from your organization, which makes it difficult for you to relate to them or talk to them. Some offices have separate cubicles for each employee while others are placed in a secluded office room. Other times the separation is much larger since working from home has been a trend among companies these days. Also, if you have a very large office space, your tables might be placed far away from each other making it difficult for you to go out of your way just to talk to other employees. When this happens, it is always important that you find different means to communicate. You can call them on the phone, spend lunch with your office mates and do other stuff out of work with them to get to know them more. If you have something to say, dont be afraid to go an extra mile just to be able to relay things to them. Perceptual Barrier Another hindrance could be a perceptual barrier. This is one of the most common barriers to communication because our actions, words and mannerisms are open to other peoples interpretation. Perception may differ depending on the cultural, emotional, personal and spiritual background of the person. It is very easy to make assumptions without clarifying what the other person means by what he said or by his movements. When this happens, communication is blocked right away and conflict arises. That is why it is important to clarify things before reacting negatively. Language Barrier The language barrier is also a good example of another barrier to communication. Sometimes, we dont know that we use words that are not easily understood by other people. This could be words from a dialect that is not common to the people in your office or it could be jargon that others dont know the meaning to. Remember that it is

always better to use words and phrases that the majority of people will easily understand rather than showing off the words you know that others dont. Interpersonal Barriers to Communication Interpersonal barriers, on the other hand, are barriers to communication that come as a result of the way different people relate to one another. Some people may lack the social skills, therefore they withdraw. Others may find it hard to make time to get to know their co-workers on a more personal level because of their routines like work, and after office activities. Above all else, if you find that you these barriers to communication are causing you friction in your relationships at work, employing some conflict resolution strategies is prudent to ensure that all employees and coworkers can function together as a group.

Q5. Discuss principles of business writing?

1) Knowing the Addressee Good Business should contain the relevant information about the knowledge of subject and the person to whom it is addressed. It will create maximum influence on the reader and will benefit in best possible way. 2) Writing Naturally Good Business should have genuineness in expression of thoughts or ideas. It should be written in soft spoken language and the reader should believe that we are in conversation with him. 3) Writing Clearly and Without Ambiguity Good Business should be free from any confusion or ambiguity. It should insured clarity of thoughts with no omission of words, no faulty punctuation and no disorderly arrangement of facts. There has to be affixation of full stops and commas at right places so that there is no change in the sense or subject of the matter. Besides this, there has to be proper specification of numbers and figures to maintain the authenticity of the matter. The faulty punctuations or faulty words may prove disaster or failure for the business relations. 4) Writing Completely Good Business should have all the relevant facts and complete information so that there are no unnecessary queries. The should be complete in all aspects and everything should be described or written specifically. 5) Courtesy and Consideration The courtesy in business correspondence is simply not restricted to obligatory words like Thank you or Please but implies to promptness in attending to the s. It is important to acknowledge s when it is not possible to give immediate replies. There has to be politeness in declining business proposals or saying no and it has to be done in decent manner. In business, courtesy begets courtesy, so there has to be congenial and friendly with business associates and parties . 6) Avoiding Jugglery or Jumbling of Words It is important that the language of the s should be simple and should not be like essay or article from literary point of view. It has to be written in short sentences with simple words. The should not have typical or difficult words and it should be refrained from verbose or prosaic style of writing. 7) Avoiding the use of commercial words/phrases/abbreviations The use of commercial words/phrases/abbreviations should be avoided as they have become obsolete and out of practice. There are some important commercial terms that cannot be substituted, yet they should be minimize or avoided in the s. 8) Effectiveness Good Business should be concise, precise, relevant, concrete and consistent so that it is easily understood by the reader and its contents should be fully followed. The should be arranged in the relevant way so that the important facts should be given prime importance. It should be followed by other important facts in

continuation so that the entire becomes link chain. The can be divided into small paragraphs and each paragraph should contain specific type of information. It should be not too short or too lengthy as this may prove monotonous or irrelevant in a business to the reader. 9) Planning The writer of the should have good thinking power and should plan out its contents before writing the . It helps in assorting all relevant facts, figures and places so that the becomes more useful and result oriented. The following steps are to be taken for planning a and they are as follows: a) Collecting facts or information It refers to collecting all the relevant facts or information to be included in the . b) Selecting right or accurate style/approach It implies to the initiation of and can be done through three approaches or styles. They are: 1) Direct In this type we can jump into main issue or conclusion before giving any type of preface or introduction. For example Enquiries, Quotations, Orders etc. 2) Indirect It involves making indirect or preface for the main information, issue or subject. 3) Persuasive It should be written in a way that the reader should be motivated and its content should arouse his interest to create a demand for the business. For example sales executive offering lucrative offers to sell his products through effective business writing. c) Arranging Facts, Figures and Places The collected information of the relevant facts, figures and places should be arranged and assorted properly so that the becomes link chain and should be able to satisfy readers. 10) Checking or Revising The business should be revised and checked thoroughly before signature and dispatch. It is done to assure accuracy, clarity and effectiveness of a business . It should be free from faulty words, faulty punctuation, and incomplete information etc for congenial and prosperous business relations.

Q6. Explain the advantages of Oral communication with the help of suitable example.

Defenetion "oral communication is the spoken interaction between two or more people"...however, it is"composed of multiple elements" which "result in the success or failure of the interaction" This definition embodies the goal that we are trying to achieve- to make our presentation successful and effective. -Non-verbal cues are combined with verbal skills, adding more dimension to the communication experience. - Is instant and immediate in its conveying and receiving of information. - Creates transparency, heightening chances of the audience understanding the meaning of the speaker - Builds self-esteem of both the audience and the speaker. - Builds interpersonal and intrapersonal relationships by allowing the speaker to interact with the audience directly. - Almost instant feedback through the body language and reactions of the audience, allowing speaker to gauge the level of understanding and attention given by the audience, as such speaker can alter his way of speaking to accommodate the audience to maximize understanding. - A good source of entertainment to eradicate boredom. Oral communication is at work everywhere. Verbal chatting is also a form of oral communication. - Helps to builds the credibility of speaker. - Allows the audience to judge not only the content of the speech, but also how it is put across in words and whether the speaker is effective and persuasive.