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Statistical Metrics in software engineering:
Link to S/F MetricNotes: A guide to software metrics.
Statistical Process Control (SPC) can be applied to software development processes. A process has one or more outputs, as depicted in the figure below. These outputs, in turn, have measurable attributes. SPC is based on the idea that these attributes have two sources of variation: natural (also known as common) and assignable (also known as special) causes. If the observed variability of the attributes of a process is within the range of variability from natural causes, the process is said to be under statistical control. The practitioner of SPC tracks the variability of the process to be controlled. When that variability exceeds the range to be expected from natural causes, one then identifies and corrects assignable causes.
SPC is a powerful tool to optimize the amount of information needed for use in making management decisions. Statistical techniques provide an understanding of the business baselines, insights for process improvements, communication of value and results of processes, and active and visible involvement. SPC provides real time analysis to establish controllable process baselines; learn, set, and dynamically improve process capabilities; and focus business on areas needing improvement. SPC moves away from opinion-based decision making.
These benefits of SPC cannot be obtained immediately by all organizations. SPC requires defined processes and a discipline of following them. It requires a climate in which personnel are not punished when problems are detected, and strong management commitment.
The key steps for implementing Statistical Process Control are:
o Identify defined processes
o Identify measurable attributes of the process
o Characterize natural variation of attributes
o Track process variation
o If the process is in control, continue to track
o If the process is not in control:
- Identify assignable cause
- Remove assignable cause
- Return to “Track process variation”
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Paper Code:-->B5.1-R4: and Paper Name-->
PROFESSIONAL AND BUSINESS COMMUNICATION
Objective of the Course:
This objective of this paper is to equip the student with Professional and Business Communication Skills so as to enable him to effectively communicate and present technical reports/presentations. The course covers various forms of communications and process, art of listening, building interpersonal networks, group and team communications, interview and presentation skills.
Outline of Course
S. No. Topic Minimum number of hours
1. Introduction 02
2. Forms of Technical Communication 04
3. Communication Process 10
4. The Art of Listening 05
5. Interpersonal Network 05
6. Communication in Groups and Teams 04
7. Resumes and Interviews 02
8. Making Presentation I 02
9. Making Presentations II 04
10. Managing Techno-Life 02
Lectures = 40
Practical/tutorials = 40
Total = 80
Detailed Syllabus
1. Introduction 02 Hrs. What is Communication? Why Communication is Key to Success in today’s Business? Goals of Communication; Effective Communication; Communication Competence
2. Forms of Technical Communication 04 Hrs.
Technical Reports; Forms, Memos, Letters and emails; Graphocs; Reports; White Papers;
3. Communication Processes 10 Hrs.
Oral Communication Techniques; Speaking in Public; Negotiating Skills; facilitator and Participant skills in meetings; Proper Business Writing; Email Etiquettes; Reading and Comprehension skills.
4. The Art of Listening 05 Hrs.
Benefits of Effective Listening; Hearing versus Listening; A Model of Listening; Gender Differences and Listening; Assessing Differences and Listening, Improving Your Lustening Skills; How to talk so that Others will Listen; Body language.
.
5. Interpersonal Work 05 Hrs.
Defining Interpersonal Communication; The Impact of Conversations on Relationships; Formal and Informal Communication; Vertical versus Horizontal Organizations; Communication Styles; Communication Climate; Job Productivity and Satisfaction at Work Place; Building Interpersonal Skills in the Workplace, Internet Tools of Networking.
6. Communication in Groups and Teams 04 Hrs. The Elements of Successful Group Communication; Types of Small Groups Operating in an Organization; Demographic Variables that affect Group Life; The Group Decision Making Process; Tools for Effective Problem Solving; Performing Effectively in Teams; managing Meeting mania; How to Stand out at Someone else’s Meeting.
7. Resumes and Interviews 02 Hrs.
Introduction to Resumes; Cover Letters; The Employment Interview; Surviving the Group Employment Interview; The Informational interview; The Performance Appraisal Interview.
8. Making Presentations I 02 Hrs.
Facets of Professional Presentations; Understanding Your Audience and the Speaking Occasion; Managing Time; Establishing Your Presentation Goals; Selecting the Best Format for your Presentation.
9. Making Presentations II 04 Hrs.
Brainstorming; Developing Logical Sequences for Your Messages; Supporting Ideas; Generating Appeals and gathering evidence; Setting and Achieving your Image Goals; Optimizing; your PERC-Quotient.
10. Technology in Communication 02 Hrs.
Communication Technology Today; Mobile Communication (Phones, e-Books, etc.); Changing Role of Communication Technology in the Workplace; Communication Competence and Life-Long Learning; Human Technology and the Virtual Office; Modern Software Tools for business communication; Web 2.0 Tools; Techno-Life in the next decade.
RECOMMENDED BOOKS
MAIN READING
1. Kitty Locker and Stephan K.Kaczmarek, “Business Communication”, 3rd Edition, Tata McGraw-Hill, 2007.
2. Andrea Rutherford, “Basic Communication Skills for Technology”, Pearson Education.
3. Meenakshi, Raman and S.Sharma, “Technical Communication” (OUP), 2009.
SUPPLEMENTARY READING
1. J. Penrose et., “Advanced Business Communication”, Thomson Asia Ltd., 2002..
B5.1-R4: PROFESSIONAL AND BUSINESS COMMUNICATION
1. (7 x 4)
a) What are pre-interview preparations to be done?
b) How to create effective resumes?
c) Enumerate features of a good web site.
d) Bring out the importance of ON-Line Help systems.
e) Give salient etiquette of electronic communication – emailing and chatting
f) Web 2.0 Tools and their relevance in social networking.
g) How has PC become the most powerful tool of communication for the modern business?
2. (8+5+5)
a) Describe the various communication styles. Illustrate by examples.
b) What steps would you follow to improve your communication?
c) How can you communicate clearly and effectively? Highlight the use of body language.
3. (8+5+5)
a) What are the basic writing skills? Give illustrations.
b) Discuss the basic guidelines for writing effective business letters.
c) How to write reports and structure memos? Write a sample of each.
4. (5+5+4+4)
a) List the guidelines for improving the listening skills?
b) Bring out reasons as to why it is important to practice effective listening techniques.
c) What are the do’s & don’ts of listening?
d) How to make others to listen you?
5. (5+5+4+4)
a) How to plan for a presentation? Enumerate the features of a good presentation.
b) How to organize a persuasive presentation?
c) List the steps to analyze the audience before and during the presentation?
d) How to handle questions effectively?
6. (8+5+5)
a) Discuss how one can be a good team player? Assume you are a team leader, what strategies would you adopt to help your team work together more effectively and efficiently?
b) How to conduct a negotiation? How to establish your terms of agreement?
c) Discuss the essence of communication technology in your workplace.
7. (5+5+4+4)
a) What steps to follow to create first impressions and impact?
b) How to understand the supervisor Styles?
c) How to manage physical culture?
d) How to avoid clashes during group discussion?
8. 18
Write an email to a customer apologizing for the dlay in the shipment of a product and requesting an additional period of two weeks for delivery.
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chapters
Unit-1: Introduction 1
1.1 Goals of Communication 1
1.2 Benefits of Effective Communication 1
1.3 Barriers to Effective Communication 1
1.4 Elements Of Communication 1
Unit-3: Communication Processes 2
3.1 Oral Communication Techniques 2
3.1.1 Techniques 2
3.2 Public speaking skills 2
3.2.1 How to talk over telephone (Telephonic conversation) 2
3.2.2 Public Speaking skills without any word (Non-verbal Communication) 3
3.3 Negotiating skills
3.3.1 Characteristics 3
3.3.2 Process Of Negotiation 4
3.3.3 Brief analysis on each of the above point 4
3.3.4 Modes of Negotiation 6
3.4 Meeting 7
3.4.1 Requirements for necessary elements for meeting 7
3.4.2 Planning of the meeting 7
3.5 Written Communication Techniques 8
3.5.1 Basic principle of the letter writing 8
3.5.2 Grammar, usage & techniques 9
3.5.3 How to use sentences in letter writing 11
3.6 Comprehension Skills 11
3.6.1 Why comprehension skill is required? 11
Unit-4: The Art of Listening 12
4.1 Benefits of effective listening 12
4.2 Hearing & Listening 12
4.3 How to make listening effective 12
4.4 How to talk so that other will listen 13
4.5 Barriers of effective listening 13
4.6 Types of Listening 14
4.7 Active Listening 14
4.8 Common internal distractions to avoid while listening 15
Unit-5: Interpersonal Network 16
5.1 Interpersonal Communication 16
5.1.1 Features of Interpersonal Network 16
5.2 Formal & Informal Communication 16
5.2.1 Formal Communication 16
5.2.1.1 Basics of Formal Communication 16
5.2.1.2 Advantages of Formal Communication 16
5.2.1.3 Demerits of Formal Communication 16
5.3 Types of Formal Communication 17
5.3.1 Horizontal Communication 17
5.3.1.1 Objectives of Horizontal Communication 17
5.3.1.2 Medias of Horizontal Communication 17
5.3.1.3 Problems of Horizontal Communication 17
5.3.1.4 Prospects of Horizontal Communication 17
5.3.1.5 Prerequisites of effective Horizontal Communication 18
5.3.2 Vertical Communication 18
5.3.2.1 Requirements of Vertical Communication 18
5.3.2.2 Methods of Vertical Communication 18
5.3.2.3 Advantages of Vertical Communication 19
5.4 Communication Climate & Styles 19
5.4.1 A Brief Synopsis on Communication Climate 19
5.4.2 Communication Style 20
5.5 Job Productivity & Satisfaction at Work Place 20
5.6 Building Interpersonal Skills in the Workplace 20
Unit-6: Communication in Groups and Teams 21
6.1 The Elements of Successful Group Communication 21
6.2 Group 21
6.2.1 Types of Groups 22
6.2.2 Benefits of Group Communication 22
6.2.3 Benefits of Group Dynamics on The Effectiveness of Employees 22
6.2.4 Objectives of Group Communication 22
6.2.5 Elements/Factors of Group Communication 22
6.3 Demographic Variables that Affect Group Life 23
6.4 The Group Decision-Making Process 23
6.5 Tools for Effective Problem Solving 23
6.6 Team Role 24
6.6.1 Performing Effectively in Team 24
6.6.2 Characteristics of Effective Team Work 25
6.6.3 Developing an Effective Group Work 25
6.7 Managing Meeting Mania 26
6.8 How to Stand Out at Someone Else’s Meeting 26
Unit-7: Resumes & Interviews 28
7.1 Resume/Bio-Data: A brief description about a person & his/her achievements 28
7.1.1 Resume Format 28
7.2 Cover Letters 28
7.3 Employment Interview 28
7.3.1 Common Interview Questions 28
7.4 Surviving the Group Employment Interview 28
7.5 Informational Interview 29
7.6 Performance Appraisal Interview 29
7.7 Types of Interviews 29
Unit-8: Making Presentations 31
8.1 Facets of Professional presentations 31
8.2 Ways/Mediums Of Oral Presentations 32
8.3 Planning in Presentations 32
8.4 Understanding Your Audience 32
8.5 Establishing Your Presentation Goals 33
8.6 Selecting the Best Format for Your Presentation 33
Unit-9: Making Presentations II 34
9.1 Brainstorming 34
9.1.1 Merits of Brainstorming 34
9.1.2 Demerits of Brainstorming 34
9.2 Developing Logical Sequences for Your Message 34
9.3 Supporting Ideas: Generating Appeals and Gathering Evidence 35
9.3.1 Gathering Evidence 36
9.4 Setting & Achieving Your Image Goals 37
Unit-10: Managing Techno-Life 38
10.1 Changing Role of Communication Technology in the Workplace 38
10.2 Communication Competence & Life-Long Hearing 38
10.3 Communication Technology Today 38
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Unit-1: Introduction
1.1 Goals of Communication
1) To inform - you are providing information for use in decision-making, but aren't necessarily advocating a course of action
2) To request for a specific action by the receiver
3) To persuade - to reinforce or change a receiver's belief about a topic and, possibly, act on the belief
4) To build relationships – some messages you send may have the simple goal of building goodwill between you and the receiver
1.2 Benefits of Effective Communication
1) Achieves shared understanding
2) Directs the flow of information
3) Helps people overcome barriers to open discussion
4) Stimulates others to take action to active goals
5) Channels information to encourage people to think in new ways and to act more effectively.
1.3 Barriers to Effective Communication
1) Language: The choice of words or language in which a sender encodes a message will influence the quality of communication.
2) Misreading of body language, tone and other non-verbal forms of communication
3) Noisy transmission
4) Receiver distortion
5) Language-different levels of meaning
6) Interpersonal Relationships: How we perceive communication is affected by the past experience with the individual.
7) Cultural Differences: Effective communication requires deciphering the basic values, motives, aspirations, and assumptions that operate across geographical lines
1.4 Elements Of Communication
1) At least two people must be involved;
2) There must be information to communicate;
3) Some attempt must be made to transmit the information.
Unit-3: Communication Processes
3.1 Oral Communication Techniques
Oral communication takes place in face-to-face conversation, group discussions, telephone calls, and other circumstances in which people use the spoken work to communicate meaning.
Oral communication is common in organizations because it promotes prompt feedback. It is also relatively easy to engage in.
Its drawbacks are that can be very inaccurate at transmitting meaning and it leaves no permanent record of what was said.
Oral communication is preferred when the message is personal, unusual, and brief.
3.1.1 Techniques
1) Listen carefully
i) Eye must be open
ii) Ear must be open
iii) No interference
2) Query
i) For asking queries your voice must be clear & up-to-date.
3) Everything must go step by step i.e. symmetry of the language. For this you should have tremendous patience & clarity.
4) Avoid shyness
5) Listen as much as possible.
6) Command over the language & basis of grammar.
7) Adjustment of time. This can be fulfilled by continuous & constant practice.
3.2 Public speaking skills
Anybody who wants to speak something mush be good listener, who can understand
For public speaking:
1) Must be a voracious reader.
2) Must have control or up-to-dated on the day to day problem
3) Well versed with modern concept.
4) Motivating capacity
5) Ability to face challenges/obstacles.
It does not mean direct face-to-face contact. It may be indirect like
1) Telephone contact
2) E-Mail
3) Fax
3.2.1 How to talk over telephone (Telephonic conversation)
1) Know your M/C well
2) Hold the receiver firmly but not lightly
3) Do not keep your hand/finger on the speaker
4) Be clear in your voice but not louder
5) Receive/listen the information correctly before you reply.
6) Always make the writing instrument ready at your hand.
7) Maintain extra carefulness in case of difference of language.
8) Precaution must be twice while talking to a foreigner. In case of any problems symbols can be used.
9) Maintain politeness & curiosity while questioning as well as answering.
10) Carefulness should also be maintained while transferring the call.
11) The greatest problem over telephonic conversation is cross connection. In such case any one must be very polite to handle the situation in a diplomatic manner.
3.2.2 Public Speaking skills without any word (Non-verbal Communication)
1) Gesture (Movement of parts of body to express)
2) Posture (Use of hands and legs along with head)
3) Eye contact
4) Face to face contact
5) Space/distance
6) Time
3.3 Negotiating skills
It means a process of interaction by which two or more parties seek to resolve their differences through persuasion & agreement to arrive at a mutually acceptable solution.
3.3.1 Characteristics
The nature of negotiation may differ from person to person, place to place and time to time. But there are certain common elements in every types of negotiation. They are:
1) The involvement must required at least two parties. So it can not be make in isolation. The moment one party quits, negotiation comes to an end.
2) At the beginning, the parties involved in negotiation generally start with different interest & object. It is the process of negotiation which leads them to the joint settlement of disputes & differences.
3) Generally negotiation is considered as the most acceptable process to avoid any type of litigation in future. The matter can be resolved by some other methods like arbitration or by legal method. However these alternatives are only possible if oral negotiation fails
4) There is no situation like the position of party being unchallengeable to a total extent. Each party in negotiation must consider that there is some possibilities of persuading the other party to modify their nature.
5) Each party should have the hope that the fruitful outcome is expected as far as possible. Without any hope any negotiation is meaningless.
6) Each party in a negotiation must have some degree of power or have some influence on others. If any parties is totally powerless or have not respect in the society there is no justification to have negotiation. Simple detection would manage the purpose.
3.3.2 Process Of Negotiation
1) Any type of negotiation needs knowledge. That is why it is called “Knowledge is the power of negotiation”
2) Normally any negotiation requires thorough or complete preparation.
3) It is equally essential to have some ability to demonstrate the ability of the party before other parties.
4) Preparation in a negotiation requires the following main areas to enable the other parties to know about your preference over a particular point.
i) Identification of needs, wants, desires.
ii) Identification of objectives.
iii) Collecting & analyzing information.
iv) Defining the strategies.
v) Selecting the tactics to be employed.
vi) Utilizing the skills in finalizing the goal
vii) Making the conclusion.
3.3.3 Brief analysis on each of the above point
1) Identification of needs, wants, desires:
i) Need: It means the minimum possible set of achievement that somebody must expect to get from any type of negotiation. If anybody fails to achieve then it might be possible of leaving of the party from that particular negotiation or may require for amendments which might impossible to achieve. Any need must be clearly defined below which the negotiation wont go as a matter of prestige.
ii) Want: It is the higher stage of need which represents a reasonable position so that the objective should be achieved as a result of good, positive & well prepared negotiation. Needs are absolutes but wants are limited because the amount of flexibility to change under any circumstance within an acceptable range.
iii) Desire: It represents that objective which one party might aspire if the side of the negotiation are thoroughly prepared, presented completely, argued with excellence, persued with flexibility. All these need some degree of courage to excel over other. To be very specific it is that thing which you may not expect or don’t entirely rely on it but makes you glad if you could.
2) Identification of objectives:
It means to mark certain higher/important things. Briefly the objectives are:
i) To ensure that all the topics someone wishes to have discussed are covered & dealt with satisfaction.
ii) To ensure that those points which you don’t wish to have raised are not raised or it at all raised, you should have the ability to counteract them.
iii) To ascertain what your opponent is anticipates to obtain for the discussion. As you evaluate your own you should have the assessment of the opponent also.
iv) To ensure that your own preferred strategy is followed during the preliminary stage.
3) Collecting & analyzing information:
Analysis is a vital point in negotiation as it is essential to know about the pros & cons of the subject, which is going to be negotiated. With regard to the aspect of the particular point of the subject, which is essential for negotiation, not only collection of prior information but also an analysis on it is necessary. Some of the vital information are as follows:
i) The supply & demand factor of product or service or both should be clearly analyzed from the standpoint of market.
ii) The supplier’s product, service or both from the standpoint of price or quality should be clearly defined in comparison with other.
iii) The significant economic factor from the standpoint of measure to the effect of both supply & demand.
iv) Up-to-date information from the recent deal.
4) Defining the strategies & selecting the practice to be employed:
i) Simply speaking, strategy means a broad game plan. It has five principal elements.
a) Mission: It is the target or objective which any/every negotiator desires to achieve.
b) Means: It means the methods & devices which is generally used by any negotiator to achieve the mission. Generally it includes all types of elements in detail.
c) Metrics: It is measurement. In business communication, metrics is essential for any negotiator to measure the achievement against his/her opponents. It helps any negotiator to know about the deal in both way – subjective & objective in details.
One should also consider the strategy of other parties very seriously. A well calculated strategy will obviously help the party to change or scrap when it is count not to be working.
5) Selecting the tactics to be employed:
Tactics refers to some higher skill to be employed. In negotiation tactic is of four types:
i) Opening Position: Here position refers to the situation of the opponent or other party. So sometimes there is an apprehension that your opening may be either too low or too high. In that case you have to come to a mediocre level. Aspiration must be very high but reality must be at the general level.
ii) Allowing Concessions: Concession means a type of advantage to the opponents but in negotiation, concession means relinquishment of certain ideas of items. It must be done willingly. Concession is required to achieve some type of benefit. Concessions are what somebody trade in order to what your desire. You must make the other party feel that each & every concession has its own importance.
iii) Avoiding the deadlock: Which signing a negotiation, each party must have an idea about the future deadlock. In business or professional communication deadlocks are of two types:
i) Real: It means, if any uncontrollable situation is faced on one issue it is better to leave that issue & move to other. After sometime come to the pending issue.
ii) Created: If any deadlock is encountered, you should review the style & strategy of the negotiation.
iv) Settlement: settlement means, to come to a final stage in order to avoid conclusion in future. But in business or professional communication if the other party faces the problem you have to see that enough time is allotted to him/her for settlement. You can offer some concession if it is requested previously. This act may help the other party may react quickly.
6) Utilizing the skills in finalizing the goal: Since it is the final stage, initiative should be progressed to handle among the skills. The most constructive & productive skills are presuming, paraphrasing, probing & prevarication.
Presuming means anticipating something, which is very likely to happen or true, though there may not be any certainty.
Paraphrasing means putting those things in words agreed before negotiation.
Probing means query, may be either verbal or non-verbal, direct or indirect to know some information.
Prevarication means deliberately avoiding something to do, which something should do or somebody should tell the people, what should be done.
Skills should also be developed to identify & rectify some mistakes done in the agreement knowing & unknowing in order to avoid future problem.
7) Making the close: It is the final jump of your choice because:
i) You don’t wish to handle the deal.
ii) Your wish to be seen as having achieved a good deal very quickly.
iii) There was a deadlock to be meet.
iv) You did not have grasp to handle the matter & felt it better fro others to sign the deal.
3.3.4 Modes of Negotiation
Normally strategy can utilize as one of the modes of negotiation. There are three modes of negotiation. Those are:
1) Co-Operative Mode: In a nutshell, here co-op mode means a method by which both the parties tried to achieve the process of negotiation through mutual co-operation.
2) Competitive Mode: Here competition means one party always tries to excel over the other. In brief, competitive mode always leads to one conclusion, “The loss of one party is the profit of another.
3) Reorganization Mode: Each negotiator normally has many others (followers, advisors) behind him in any type of organization. Here the negotiator sometimes find difficulty in negotiating his organization than the other side. So, here the job is to help the opponent to negotiate the matter.
Apart from these three mode, there are two other modes which sometimes help in negotiation. Those are:
1) Attitudinal Mode: In this mode trust, belief, friendship, goodwill, integrity, credibility are used.
2) Personal Mode: In personal mode, personal characters, conduct, ego, workload, commitment & some vital factors is required. Any negotiator must be aware of his quality of the opponent.
3.4 Meeting
Meeting means a type of conversation among some people regarding any topic to find out a solution of its problem.
Generally in business organization (small & medium), meeting should be held in every month to review the situation, where as organization having far & wide transaction can have meeting thrice a year.
Huge organization should have bi-annual & annual meeting, where budget and other special matters should be discussed.
3.4.1 Requirements for necessary elements for meeting
1) Timely notice
2) Quorum (Requirement of minimum number of attendants)
3) Presence of chairman
4) Minute details (To avoid confusion & fro future reference)
3.4.2 Planning of the meeting
1) When to hold the meeting
i) When it is a legal compulsion.
ii) When the individual task are interdependent.
iii) When the job is beyond the limitation of one person.
iv) When the chances of differences among the employees or executives are more.
v) When important information should be communicated immediately.
2) Meeting can be avoided in the following cases
i) When the matter can be handled quick methods like telephone, fax, e-mail etc.
ii) When important persons are not available.
iii) Members are not prepared.
3) Agenda & Notice
Agenda means a list of topics of subjects to be covered in the meeting. Here agenda also means a type of short but timely notice to be given to the participants or members about the time, data, location & possible duration.
4) Pre-meeting work
Here it means preparation for the meeting like venue, food, stay, sitting arrangements, waiting arrangements, talking arrangement, refreshments etc.
5) Steps at the beginning of meeting
Normally every meeting should be started with a chairperson or president with a cheerful, positive & laudable tone in order to clarify the goals of the meeting by reading the agenda of the meeting he/she must give the necessary required information along with the background. He or she should have a clear vision to tell the members present about their contribution & ideas to solver any problem.
6) Conducting the business/meeting
i) Encouragement to the participants
a) Every member must be given a chance to speak
b) Provision of individual on group question.
c) Allowing the members to furnish their opinion on any writing instrument.
d) Giving sufficient freedom to comment on the conduct of the business/meeting.
e) It should be clearly ensured that the participants should be rational people.
ii) Keep the discussion on the track by reminding the justification/significance of the arguments.
iii) Avoid précising & commenting in a negative way or personal vengeance.
iv) Handle the member’s differences very cleverly & clandestinely with the current assessment of the situation.
v) Enhance the value of the member’s comments by thanking them for their participant & valuable contributions.
7) Concluding part of the meeting
i) Time should be clearly noted.
ii) Summarize the proceeding.
iii) Covey the thanks to the organizers especially.
3.5 Written Communication Techniques
Written communication is not as commonly used in organizations as one might expect.
The advantages of written communication are that it is often quite accurate in transmitting meaning and it provides a permanent record of what was communicated.
The biggest disadvantage of written communication is that it inhibits feedback and interchange. It is also usually more difficult and time consuming than oral communication.
Written communication is preferred when the message is impersonal, routine, and long. If need be, managers can use a combination of written and oral communication.
The requirement of in technical communication is basically letters and the followings:
1) Basics of grammar
2) Cautious
3) Precise
4) To the point
5) Symmetry
6) Coherence
3.5.1 Basic principle of the letter writing
1) Be precise: Only the necessary points to be communicated without any exaggeration.
2) Be cautious: Minimum degree of cautious should be maintained. For example: Dear sir, yours sincerely, waiting for your generous action etc.
3) Be direct in approach: Never go in indirect way.
4) Be clear in dealings: Messages in letter writing should be clear & understandable. Language should be simple & clear. A separate sentence should be used for each bit of information.
5) Concise: It means as much as less words possible. Unnecessary words, phrase should be avoided. To achieve this one, single word substitution is necessary. Correct punctuation & appropriate symbols should be used properly.
3.5.2 Grammar, usage & techniques
1) Grammar
i) The first word of a sentence should be capital with polite expression.
ii) The first word of each item in a list must be capital letter.
iii) Proper noun
iv) Titles that proceeds a proper noun.
v) Qualifications, applications or titles etc.
Example: BA, MA, BE etc.
vi) Only first word in a complementary close of letter.
Example: Sincerely yours.
vii) Exact title of courses.
Example: Master in Business Administration, Cost Accountant.
2) Punctuation marks
Inverted commas (“ “) must be introduced if some sentences are quoted or inherited from some other person or exact words of some other person.
3) Use of Comma (,)
i) To separate two words or figures though that can be easily understood.
Example: Oct 27,2003
ii) Comma should be placed after each designation or authority.
iii) Comma should be placed after each item.
iv) Certain conventional expressions like, however, this is, the other alternative we have, except the main one.
Example: We know, Of course, India will win the 3rd ODI.
v) After the name of a person before any abbreviation.
Example: Dr. Allex, MBBS.
vi) To mark off an absolute construction.
Example: The work after being completed, every body relaxed.
vii) If in the same sentence more than one proper noun is used where and is not necessary.
Example: I have given the information to DGM, GM finally to the chairman.
vii) To separate titles, chapters & page numbers in a document, book or journal for reference.
Example: His house is at link road, Cuttack
Example: I will contact you on Thursday, Nov 16, 2004
viii) To separate geographical name, dates, if necessary other elements in address.
Example: Handover this packet to Philips, 42, Park Avenue, Golden Triangle, London.
ix) To separate the direct quotation.
Example: Our MD said, “This problem must be solved today”.
x) To mark off several adjectives before proper noun.
Example: Professor, Dr. Padma Bibhusan Amartya Sen.
xi) To separate several adjectives before the noun.
Example: A short, formal, up-to-date, correct information.
3) Use of Semicolon (;)
i) It is used to separate a series of clauses.
Example: Health means happiness; illness means misery.
ii) To separate parts of a compound sentence, if there is a comma.
Example: Mr. Bighnesh Tripathy was a brave, large-hearted man; so we all respect him.
4) Use of Colon (:)
It is used after a dash (¾)
i) To introduce quotation.
Example: Linkon said: - “Democracy is for the people, by the people, of the people.”
ii) Before any description.
Example: The principal parts of a verb in English are: - The present tense, past tense & the past participant.
iii) To indicate certain conventional construction.
Example: Subject title of a book: - Introduction to computer: A glance.
Example: Citation to any journal: - Journal of computer literature: 1999-2004.
5) Use of Dash (¾)
i) To indicate a change of thought.
Example: If Sunil Gavaskar was the open of India – but why lament the past.
ii) To resume a scattered subject.
Example: Friends, relative, class makes – all are invited to the party.
iii) To mark the suppression of word.
Example: The director said – everybody is unfit.
6) Use of Hyphens (-)
It is a shorter line than dash
i) It is used to connect the parts of a compound word.
Example: Chicken-Hearted fellow, Cross-examination, Co-operative Society.
ii) It is used to join compound number from 21 to 99.
Example: Twenty-two, Fifty-Five.
7) Use of Brackets (( ))
It is used to separate from the principal part of the sentence, a phrase or a clause which does not necessarily grammatically belong to the main part. Example: We have already discussed (Chapter –6), how to solve this problem.
8) Use of Apostrophe (‘)
i) To form the plurals of letters & figures.
Example: Mohan came by a friend’s vehicle. Example: The school is s Govt. Boy’s High School.
ii) To form plurals of certain abbreviations.
Example: MA’s
iii) To show that certain figures or letters have been omitted.
Example: I’ll, I’ve
v) To refer to a decade.
Example: 1990’s.
3.5.3 How to use sentences in letter writing
Normally 4 types of sentences are used. Those are:
1) Declarative: It simply declares a statement or ideas.
Example: Price have gone up.
2) Interrogative: It means asking questions.
Example: Are you satisfied with the price?
3) Imperative: It is either a command or a request. Sentence must begin with a main verb.
Example: Close the door or Maintain silence.
4) Exclamatory: Emotion or expression of certain idea.
Example: What a ball!
3.6 Comprehension Skills
3.6.1 Why comprehension skill is required?
1) For healthy transaction.
2) For better communication.
3) For better doubt clarification.
4) To adopt new techniques & challenges.
5) To prove one’s ability to the maximum level.
Unit-4: The Art of Listening
1) It is an important event in the process of communication. As per a survey, 1/3 of the people are not successful in professional line due to lack of listening.
2) In-appropriate listening leads to confusion, which may hamper in the process of achievement of success. It is a mandatory, especially those who work in the professional marketing line.
As per Stephen Kove, “seek first to understand than to be understood.”
For instance, a manager, who can listen to the problems of his/her staffs, can only handle it in a better way than others.
3) Effective listening makes mind & heart free in order to be clear & frank in dealing. It also helps to avoid jealousy, fellow feeling, anger, misunderstanding etc.
4) Proper & clear listening enhances the sprit of free talking & sincerity. It also helps interpersonal influence. As Brain Traci rightly said, “Listening build trust. We only trust those people who listen to us seriously & we are more open to them for influence, guidance, persuasion.”
5) Listening is so intimately related to learning that it is rightly said no listening, no learning. The mind & heart of any individual are so receptive that for learning, everybody at the initial stage desires listening instead of speaking & writing.
4.2 Hearing & Listening
Hear: The power/ability/capacity to know about any sound.
Listen: To pay attention or give seriousness about any sound. Here sound means oral communication in the form of speech, conversation, dialogue, meeting, discussion, argument, presentation etc.
From the stand point of professional communication, listening means receiving a message in a serious or thoughtful manner to understand any meaning out of the message.
4.3 How to make listening effective
1) While listening, something, stop talking unless & until your turn comes.
2) Have a careful watch on the body language of both the speaker & listener. Also watch on the mind of the speaker to ensure the significance of the talking & making yourself free from negative ideas & thoughts.
3) Completely make yourself free from any misconception & misunderstanding.
4) Avoid any external distractions like TV, VCD, musical instruments, mobile phones etc. Because there are chance of part or complete disconcentration.
5) Always make yourself relaxed while putting some question in order to clarify your doubts.
6) Demonstrate your interest on the given topic through facial expression (without any serious case)
7) Try to maintain your temper with a tremendous patience. Don’t interrupt in the middle. If at all there is any point to be clarified, wait till the end of the talk.
8) Don’t be selective in your listening ability but try to have total involvement & commitment.
9) While listening always think of the present instead of past or future. Don’t suspend your judgment for the time being because, mind always wants “nowhere but now here”.
4.4 How to talk so that other will listen
1) Analyze your voice
i) Is your voice audible to other?
ii) Are your too fast or too slow?
iii) Are your talking irrelevant?
iv) Are your voice nasal or from the tongue.
2) Initially speak slow
In the beginning speak slowly and increase your words per minute gradually.
For example: 30 WPM in 1st week, 40 WPM in 2nd week, 50 WPM in 3rd week and in the fourth week analyze and review your voice.
3) Certain tips:
i) Reading newspaper 4 times a day will increase your speaking skill.
ii) Speaking in front of a mirror, especially with the help of a small book, twice a day.
iii) Putting questions
iv) Closing your eyes with the help of a small piece of cloth & reciting something.
4.5 Barriers of effective listening
1) Hearing problems: For effective listening, ears must be perfect. If any problem is there, it should be medically treated.
2) Rapid thoughts: Normally a good speaker should not cross more than 50 words per minute. 60 is manageable. But if the words cross more than that the listener may face problems, as his/her thinking power has to grow rapidly.
3) Slow speaking: Similarly slow speaking is also a problem as the listener loses the spirit, although the topic may be interesting or important.
4) Overload of message: It is very difficult for a common brain to digest overload messages. Lengthy or illogical sequence hampers the concentration as well as attention.
5) Egoism: If a listener is an egoist, he/she has his/her own assessment & always thinks superior to other. In this process the mistakes are not rectified. But listening always requires an open mind & free discussion, total free from all prejudice.
6) Perception: Normally perceptions are selective in mind. If listening is selective, we are confined to our knowledge. In this process one may not be in a position to listen other idea or thoughts, however important they may be. So, it breaks out mental expansion. Without listening properly, expansion of mental horizon is virtually impossible. Here perception means superstition, assumption, jealousy, hearted etc.
7) Faulty assumptions: Assumption is good but fault assumptions are the worst.
8) Cultural difference: It is one of the greatest barriers. Difference in language, customs, habits, and religion create a lot of problem in listening. Unless & until there is a common language, both the speaker as well as the listener face innumerable problems.
9) Lack of training: Normally listening begins at home. So basic trainings like sitting, standing, eating, bathing breathing, sleeping etc. should be provided with hard work, sincerity & patient. Listening is the greatest mindful activity, which requires continuous interest & conscious training.
4.6 Types of Listening
1) Pretending listening: Simply it means though the facial expression are there but the actual communication is limited. Here, just hearing takes place.
2) Selective listening: It means the emphasis is given on the mood or whims of the listener on a selected few topics. Here the listener is normally fickle or inconsistent.
3) Attentive listening: It involves total commitment and the power of head & heart of both speaker & receiver.
4) Emphatic listening: Here, listening means more seriousness through body language. It is listening intently & intensively to understand the person, clearly, fully, deeply, emotionally & wholeheartedly as well as intellectually.
5) Intuitive listening: It means listening for a mutual creativity through intuitive mind by silencing some other dialogues going simultaneously. It normally happens when there is an age gap.
4.7 Active Listening
In modern business world, active listening means:
1) Consciously considering the purpose of the speaker
2) Consciously evaluating what you listen by considering your prior knowledge of the situation.
3) Completely participating in speaking situation by showing attention, lacking notes, asking question & asking healthy comments.
When you are listening, you are participating in the process of communication with a specific purpose & identifying yourself to focus on the subject of discussion.
When listening for simple information for trying to anticipate your needs & accordingly prepare a checklist or short note to answer that may arise through a question.
When listening to response, you are already motivated to listen carefully. However, you can make sure to understand the subject matter by writing carefully to have some additional information.
As a result if you listen with some request, you must decide the degree of your willingness & ability of performance of the task within a stipulated time frame. An active listener has to evaluate the request from the standpoint of reasonability & determine the future course of action.
You should always prepare to listen the fact-findings as much as you can in order to encounter in case there is any problem.
4.8 Common internal distractions to avoid while listening
1) Laziness: Avoid laziness as far as possible.
2) Close-mindedness: While listening mind must be very broad because it helps to tackle some critical or complex situations.
3) Inflexibility: Here it refers to the nature of unwanted or vague arguments or contradictions, which should always be avoided in listening.
4) Insincerity: Here it refers to a huge gap between the speaker & the listeners from the stand point of eye contact which might lead to serious consequence in future.
5) Boredom: Monotony always hampers the appropriate channel between both. It is the duty of the listener to avoid the symbol of boredom particularly in pubic speaking.
6) Inattention: It leads to a huge hap between both. As a result the listener is at the loosing end.
Unit-5: Interpersonal Network
5.1 Interpersonal Communication
Interpersonal communication is the process of sending and receiving information or communication with another person. This process happens in an environment using different kinds of communication media. This communication could be verbal or nonverbal.
5.1.1 Features of Interpersonal Network
1) Regularity in the pattern
2) It is intently made/designed to make out relationship among friends or relations or colleagues or mates.
3) It generally refers to the system of person to person relationship (one to one, one to many, many to many or like so)
5.2 Formal & Informal Communication
5.2.1 Formal Communication
Formal communication is a type of communication network through a regular process, which is systematically designed along hierarchical pattern or person-to-person relationship through which the source of communication flows.
5.2.1.1 Basics of Formal Communication
It is a system, which is specifically designed, normally by the top management to channelize the flow of communication along with certain formalities. It is deliberately created to be recognized in the spear of sector level (public & private).
We usually talk through a proper channel as designed through the network in the organization.
5.2.1.2 Advantages of Formal Communication
1) It passes through certain stages to the authority to maintain accountability.
2) It helps to establish a close relationship among the immediate officials in any organizations.
3) It ensures a proper guideline & training to the probationers, because of responsibility.
5.2.1.3 Demerits of Formal Communication
1) Sometimes it increases the workload unnecessarily as certain matters must come from a particular authority.
2) Sometimes it creates a huge communication gap between the employees, which might lead to greater problems & as a result the adverse impact is immediately transmitted among others.
3) Sometimes it dilutes the flow of accurate message & might lead to embarrassing situation.
4) It unnecessarily makes late. So there are chances of dishonesty among the employees.
5) It makes people to be vindictive, knowingly or unknowingly as the filtering of communication is hampered.
5.3 Types of Formal Communication
5.3.1 Horizontal Communication
The word horizon means a mixing point, which is purely imaginative. But from the standpoint of professional communication, it means a communication, which flows, from one person to another, and then to another till it reaches the final authority.
5.3.1.1 Objectives of Horizontal Communication
1) To know what to do & how to do?
2) To explain certain policies & programs
3) To obtain certain guidelines & to adopt certain procedures.
4) To know, how effectively the performance of the job of a person.
5) To motivate employees to improve their performance.
6) To train the subordinates for the accomplishment of certain procedural problems.
5.3.1.2 Medias of Horizontal Communication
Normally the medias are either written or verbal. The verbal communication is nothing but a short speech where as the written communication are either a chit or a memo or a bulletin or a notice or a meeting etc.
5.3.1.3 Problems of Horizontal Communication
1) Distortion of the message: Sometimes a message is distorted unnecessarily because of colorization or miscalculation by the immediate junior or senior authority. So, the original sprit is lost.
2) Delay: Transmission of message should not be conveyed to any authority very late unless it is a sensitive issue. The excessive time, which is usually consumed, is normally polluted & lost its significance.
3) Degeneration of atmosphere: Since the highest authority receives the message, not from the actual one but from his/her immediate proper spirit, justification & appropriateness of some critical issues may be degenerated. As a result of which is reduces the spirit & zeal of the employees.
5.3.1.4 Prospects of Horizontal Communication
1) It creates a close relationship among all the employees, working in a similar nature of job.
2) It is a testing ground for organizational plans, decisions, working methodology & appropriate information.
3) It is there to convey the employees about the correct expectation of the management from him/her.
4) It is there to act as a mean to control the activities of the subordinates/colleagues with proper feedback.
5) It is a channel for proper motivation among employees to excel.
5.3.1.5 Prerequisites of effective Horizontal Communication
1) Proper information: Here all the employees must be properly informed about the system & process of communication like what are the things to be communicated, who are the persons to be informed, where are the persons & what is the information etc.
2) Communication environment: Every type of communication needs a proper environment in order to avoid misunderstanding. Employees of all levels must work in a congenial atmosphere for proper communication.
3) Prevention of over concentration: While issuing orders, office circular, notice etc., over concentration should be avoided. There should be proper delegation of authority for the day-to-day transaction. It also needs that the channel of the delegation should be short.
4) A clear understanding among the employees: It requires that the communicator should always convey a clear & complete message in a very simple, lucid & straightforward manner. Instead of going in a round about way.
5) Appropriate channelisation: In a big organization, normally the flow of information is from top to bottom, which sometimes hampers the spirit & significance of the communication, considering the urgency some of the vital/critical matters may be surpassed.
5.3.2 Vertical Communication
It is of two types:
1) Superior
2) Senior superior
5.3.2.1 Requirements of Vertical Communication
1) Feedback from higher authority to his immediate lower authority.
2) Voluntary communication from subordinate to superior. Practicality of this type of communication is suggestions, complains, grievances, opinions, new ideas & thoughts etc.
5.3.2.2 Methods of Vertical Communication
1) Periodically meetings, conferences etc.: Meeting means a formal or an informal discussion among the employees of the same organization periodically meeting is essential to receiver opinions, suggestions, idea etc. from everybody. Normally the higher-level authorities get sufficient time, scope & opportunity to have a free & frank discussion.
2) Open door policy: It means, the door of the superior authority is always open for subordinates to have a face-to-face discussion. It is only possible in a mutually understandable situation.
3) Suggestion box: Some organizations adopt the system of a box, though locked but opened only for some papers to be inserted inside it through the form of a suggestion where the superior authorities are not available or very difficult to get them. Normally this box is opened from every fortnight.
4) Interviews: When the problem is not serious but might lead to serious consequence, in that case an interview is fixed between the employee & the employer or among the superiors & subordinates. A date & time is given in advance to have a free & frank discussion.
5) Informal or casual gatherings: Some organizations adopt the policy of get together in the form of picnic, party, refreshment, launch, dinner in order to provide ample opportunities for the subordinates to share their feelings with their boss.
5.3.2.3 Advantages of Vertical Communication
1) It builds confidence.
2) Creates an insight into the behavioral problems. It is a training ground for the subordinates to modify their official behavior so that they can change their attitude, interest & feelings towards the employees in future.
3) Enhances excellence & experience.
4) Least defect (possible)
5.4 Communication Climate & Styles
5.4.1 A Brief Synopsis on Communication Climate
Normally climate means a circumstance to do something. For the standpoint of human communication climate refers to a type of situation where one can communicates his/her thoughts or ideas effectively. It requires 4 elements:
1) Facts
2) Context
3) Principles
4) Decisions
If a communicator knows all the facts but expresses only in a broad outline, there we say the communication is only a contextual trend.
When the communicator knows all the facts but only communicates those things, which are specific, we say that the communicator has detail knowledge but became specific, as he has the ability to reduce the maters in a beautiful way in order to give his judgment. This becomes possible only when the communicator can visualize all the principles in general.
5.4.2 Communication Style
Style here refers to method. Normally there are 4 types of style:
1) Y-Style: This means a communicator is in a very dangerous position whom to communicate & whom to not.
2) X-Style: Here the communication network is easily accessible to everybody. The communicator can give the message to anybody as per the requirement of the situation (climate & style)
3) Wheel Style: It means all communications must pass among themselves before reaching to the top level. It is a highly centralized network.
4) Chain Style: It simply requires command or order. It starts from the bottom to reach at the top, just like a chain having so many elements for it’s setup. If one is damaged, it loses its originality/identity.
5.5 Job Productivity & Satisfaction at Work Place
Here productivity means the output according to the labour of an employee in an organization according to communication (both receiving & exerting/exhibiting). If there is any lack of understanding in the process of communication, not only the productivity but also the satisfaction will be less. There is also apprehension that the job of an employer may be terminated.
5.6 Building Interpersonal Skills in the Workplace
Interpersonal skills in the workplace requires 5 elements:
1) Confidence/trust among colleagues
2) Discipline
3) Language problem: While communicating anything in a workplace there must be a proper medium of language failing which the consequence may disastrous.
4) Environment/Situation: Here environment/situation means time factor. Some sensitive factor should not be disclose before a groups amides colleagues & contemporaries opportunity should be chosen for a crucial matter to communicated.
5) Authorization: This is a vital element of interpersonal skills. The communicator must be properly authorized to communicate important/significant/secret matters. Even to his/her colleague not before he is properly directed/instructed from the authority. It needs adequate training to the probationers, either in verbal or in written format. Initially if it is a shear mistake he/she should be cautioned through unsure. If needed, his mistakes can be rectified on the spot itself or at immediate later stage.
Unit-6: Communication in Groups and Teams
6.1 The Elements of Successful Group Communication
In simple English it is known as Group Dynamics. This requires the followings:
1) Desire to manage: Normally in a group there must be a leader or manager who must posses a very strong desire to influence others as well as to manage with the soul motive to get a positive result. Here others refer to members to his/her own group or subordinates working under him/her. The position of a manager is not only attractive but also full of responsibility, as it needs time management, skill management, salary management, working culture & above all the basic motivation to create a healthy environment to accomplish the desired goal.
2) Communication empathy: Here empathy means zeal or spirit to work in a group. But from the standpoint of business & professional communication it means the ability to understand the feelings of another person in order to deal with certain emotional aspects of communication. Managers must posses the ability to communication the necessary things only with the help of oral or written communication.
While communicating with the same people in an organization, inter group communication is automatically increases.
3) Integrity & honesty: It is required that the manager or the reader in a group should be morally sound & worthy of trust. Integrity here refers to honesty in financial aspects & proper dealing with others like giving minute details to superiors, adherence to complete truth, enhancement of good character & day-to-day behavior in accordance with ethical standards. Then only he/she can manage any conflicting situation & help others to develop the communication skills in a group dynamics.
6.2 Group
One plus is always a group. It is a collection of individuals to achieve something. Commonsense says that a group is attached to another group by virtue of communication. It normally requires 4 things:
1) Interaction among members
2) Perception of the membership of the group.
3) Shared norms & values
4) Interdependency
Group communication means better understanding not only between 2 groups but also among many in the same organization.
It depends on 2 things:
1) Internal nature: Internal nature depends a lot on the wisdom of the receiver,
2) External nature: External nature is known easily because it is a routine affair.
6.2.1 Types of Groups
1) Primary Group: It means a small group normally with limited members with a feeling of friendship, fraternity, and loyalty & commonsense of value among the members.
2) Membership Group: It means the group, which is actually everybody, is an active participant.
Example: Membership of a union
3) Reference Group: It means a group to which a member would like to join or belong.
Example: Membership of any elite club
6.2.2 Benefits of Group Communication
1) Accomplishment of those tasks, which cannot be done by the employees
2) Making the complex task easier.
3) Creating a channel for decision-making.
4) Limiting the chances of conflict or confusion.
5) Facilitating the changes of original policy.
6) Creating a positive environment to control the behavior of employees.
7) Increasing the stability of any organization by the way of transmission of shared values & beliefs to any new employees
6.2.3 Benefits of Group Dynamics on The Effectiveness of Employees
1) It helps in learning about the organization & it’s environment.
2) It helps in learning about oneself.
3) Provides help to gain new skills/ideas/technology.
4) It helps in obtaining value, rewards that are not accessible by a single person.
5) It helps in satisfying important personal needs especially social acceptance.
6.2.4 Objectives of Group Communication
1) To accomplish a difficult task.
2) To strength interpersonal network.
3) To acquire specialized knowledge & skill.
6.2.5 Elements/Factors of Group Communication
1) Size: The smaller is the group, the better is the communication. Opportunity is there to know each other in a better & interested manner. If the size is big or large, the scope is limited for better interaction. If any critical problem arises, it is proved that smaller group can handle the situation effectively in decision making than a large group.
2) Longevity: Groups of smaller size normally run for a longer period because of natural understands. A group can have better interaction in informal ways like get together, tea party, launch, dinner, sudden meeting etc. Groups, which are formed from long-term assignment, may devote more time to maintain relationships among them.
3) Leadership: The leader of a group must be a man of maturity, knowledge, reason (state of mind), experience, and dynamism. He/She is responsible not only to lead the team but also to motivate them in a right way. It is necessary that he/she must know the members individually.
4) Self Concept & Perception: Perception differs from person to person, place-to-place & time-to-time. Similarly every individual has a self-concept in order to determine the way of interaction with others.
5) Status: Sometimes some members of a group have a better social status than others. It depends, of course on a number of factors. It determines how the communicator interacts with other fellow beings.
6.3 Demographic Variables that Affect Group Life
The demographic elements are age, sex, background, family, educational background, work culture, marital status.
Family background is of 2 types:
i) Single family
ii) Joint family
Marital status is of 4 types:
i) Bachelor/Spinster
ii) Married
iii) Married but divorced
iv) Married but staying separately without divorce
6.4 The Group Decision-Making Process
It can be easier by the following factors:
1) Increased information & knowledge: It means, by pulling the resources of several individuals in a team, the decision making will be easier due to various source of information & different types of knowledge.
2) Increased diversity of the views: Team members can bring a verity of prospective & suggestions in order to make the process of decision making easier.
3) Increased acceptance to a solution: those who participate in order to make decision normally like to support the decision enthusiastically & vigorously because every member has its own share in the formation of the final product. So they are committed to find out the solution.
4) Higher performance level: Working in a team virtually amounts some degree of energy & creativity with a sense of purpose & mutual accountability, further, a team is normally prepare to feel the workers need at the time of necessity. Team/Group can virtually work as a re-creative chamber to reduce the degree of monotony & foredoom among the employees & equally increase a sense of individual dignity.
6.5 Tools for Effective Problem Solving
Nothing in this world is without any problem. This also applicable in group communication.
Problems in group communication are:
1) Some teams are unproductive.
2) Some teams waste their time, money & energy.
3) Some teams have no responsibility.
Tools for the solution above problems are:
1) Every team should have a group thinking process.
2) Group believes should have there in a group.
3) Every member of a group should have an open agenda for group success.
4) Every team member should have free rider (free & frank in giving the opinion).
5) Every member in a group should have total commitment.
Apart from the above requirement another vital element is group dynamics, means the interaction & process that take place in a group. Everybody should recognize the input of another member, then only the output would be better thought the feedback. When any team has strong identity, it is obvious that the members observe the rules & regulation rigorously.
6.6 Team Role
Every member of a team has some sort of role
1) Team maintenance role: It includes the followings:
i) Encouraging: It means showing the qualities of each member to others as well as to support verbally & non-verbally
ii) Harmonizing: Reconciliation of differences among the members through positive attitude or by introducing joke or humor to relies tension.
iii) Compromising: To reach at a mutually acceptable decision.
2) Task performing role: It includes the followings:
i) Initiative: Getting any work started by somebody.
ii) Information: Relevant to the question faced by any team/group.
iii) Co-ordination: Showing mutual relationship among the members to clarify issues, doubts as well as to summarize the achievement of the team.
iv) Setting of procedure: Suggesting decision making process in order to move the team towards the destination object.
3) Self oriented role: It includes the followings:
i) Controlling: Dominating over others by showing a sense of complexity.
ii) Withdrawing: Leave the team or group either by remaining silent or by refusing to do any particular job that is assigned.
iii) Attention seeking: Calling attention to oneself & demanding recognition from the other.
iv) Diverting: Focusing the teams discussion on topics of interest to the individual rather than on those relevant task.
6.6.1 Performing Effectively in Team
There are five phases:
1) Orientation: To begin something with a specific purpose.
2) Conflict:
3) Brainstorming:
4) Emergence: It means consensus decision
5) Re-enforcement: Once a decision is make in a group, every member should receive the lecture of their assignment & accordingly follow the assignment.
6.6.2 Characteristics of Effective Team Work
1) Have a clear sense of purpose.
2) Communicate openly & honestly: Every group needs, not only debate but also discussion. It is the duty of each member to pacify a heated situation.
3) Reach the consensus decision: Quick votes/rapid actions should be avoided i.e. ample opportunity must be given to each member to take decision within a stipulated time.
4) Focused: Each member of the group must know the core issue of the problem & should focus it at the beginning & then to switch over subsidiary issues.
5) Effective resolution: This means the ability to handle the conflict, clash, and confrontation over ideas, opinions & goals.
Normally these features of learning skills in a group work is a time consuming factor, so adequate training must be provided accordingly.
6.6.3 Developing an Effective Group Work
1) Built a sense of fairness in decision making
i) Encourage debate & disagreement without fear & prejudice.
ii) Allow members to communicate freely & frankly
iii) Consider all proposals.
iv) Build/create consensus by permitting group members to examine, compare differences.
v) Keep everybody informed.
vi) Present all the facts.
2) Select team members wisely
i) Involve all the members.
ii) Limit the size (10 to 15 only).
iii) Select members with a diversity of views.
iv) Then only select creative thinkers.
3) Make working in teams a top management priority
i) Recognize & reward individual performance.
ii) Provision of ample training opportunity to develop interpersonal skills.
iii) Allow each member to learn the system of co-operation & co-ordination.
4) Manage conflict constructively
i) Share leadership
ii) Encourage equal participation
iii) Discuss disagreement
iv) Focus on issues not on people
v) Don’t let things get out of hand
5) Stay on track
i) Make sure everyone understands the group purpose
ii) Develop rules & obey the norms.
iii) Develop & adhere to work schedule.
iv) Don’t deviate from the core assignment.
v) Communicate what is expected from all the aspect of group.
6.7 Managing Meeting Mania
Mania means excessive addition to something. In a group communication some people always want to have meeting to communicate something. This can be managed by some methods.
1) Explain members, how you can improve meeting productivity through a planned preparation, dynamic leadership & active participation. A survey says that there are nearly 56 million meetings held everyday in the world, both public as well as private.
2) Preparation for team meeting: A meeting is required only when there is a specific team purpose. Any critical issue can be communicated to a member more effectively by some other means like telephone, e-mail etc. The key to productive meeting is a careful planning of purpose, participants, place & procedures.
3) Decide on a purpose: Some members need a query. This can be done through information al meetings like voice mail, videoconference etc., only when a debate is needed and then only a meeting should be conducted.
4) Select the number of participants: The purpose of any meeting can determine its size. Any problem, which needs a solution, we have to develop a plan, proceed on that plan and then only we can reach at a decision. So number of participant should be less. The more is the number, the more is the confusion.
5) Appropriate location: A proper place is required to hold any meeting with so many technical requirements. Apart from this, some other highly essential things are, proper communication, room temperature, ventilator, climate etc.
6) Set & follow an agenda: A meeting required only when there is a number of topics to be discussed. So your agenda must be productive to answer 3 key questions:
i) What do we need to do in this meeting to accomplish our goals?
ii) Which issues will have greatest importance?
iii) What information are there for us to discuss critical issues.
6.8 How to Stand Out at Someone Else’s Meeting
1) Prepare carefully
i) Determine the meeting’s objective.
ii) Have a careful observation on the agenda.
iii) Have some fundamental concepts on the issues.
2) As an effective leader
i) Try to reach at least before 5 minutes of the meeting.
ii) Encourage full participation & as far as possible avoid confrontation.
iii) Ignore those persons who can have the cross questions or cross culture.
iv) Close up decisions, actions and recommendations.
v) Clarify your doubts on the spot.
vi) Restate the main points at the end if they are needed.
3) Remember to follow up
i) Make a brief note or synopsis of the meeting.
ii) Take some suggestions & also give if you are told.
iii) Try to implement it in a positive frame of mind.
Unit-7: Resumes , Interviews
7.1 Resume/Bio-Data: A brief description about a person & his/her achievements
7.1.1 Resume Format
7.2 Cover Letters
7.3 Employment Interview
This means an interview conducted for specific occasion. Here normally, there should be a candidate known as interviewee, been questioned by a person or a number of persons known as interviewer. However, in the second case the is a chair person, assisted by some other people known as members. Generally this type of interview goes on for a longer duration
Interview is of 4 types:
1) One-To-One
2) Board-To-One
3) One-To-Many
4) Many-To-Many
7.3.1 Common Interview Questions
1) Explain yourself.
2) What do you see yourself doing five years from now?
3) What’s your greatest strength?
4) What’s your greatest weakness?
5) What are your hobbies?
6) Why should I select you over other applicants?
7) Tell me more about the project you described on your resume.
8) What are your short-term goals?
9) Why do you want to work in this occupation and for this company?
10) What are your expectations?
7.4 Surviving the Group Employment Interview
It means one candidate has to survive before a board consisting more than one person. Normally the persons or members are experts in different areas with vast knowledge & experience.
Some of the basic rules to be remembered by the candidates are:
1) Address (Good Morning everybody)
2) Gender factor
3) Dress code
4) Way of acceptance of question
5) Avoid bluff answers (A straight forward is accepted/better than a wild yes)
6) Way of walking & talking
7) Salutation before departure
8) Gesture & posture
The groups of board consists of several functional aspects required for the job like:
1) Technical Experts (TE): Suppose a candidate is going before a board for the post of marketing executive.
2) Behavioral Experts (BE): Normally psychologists come under this category
3) Allied Experts (AE): Suppose the candidate is going to appear an interview for the post of a consultant. Here the interviewee should posses both skill & qualification. Mixed experts (Engineering+MBA/Engineering+MCA).
7.5 Informational Interview
This is an interview conducted for any research or project where the requirement is collection of a lot of information or data. It is conducted in two ways:
1) Questionnaire
2) Verbal Interview
Here the interview is conducted either through close ended questions or open ended questions or combination of both.
7.6 Performance Appraisal Interview
It means an interview held during the appraising or evaluating process of the task performed by an employee during the preceding years. It is conducted by the reviewing officer on the reports submitted by the departmental heads on the performance done by the employee on various dimensions. The basic objectives of this is to make the employee concerned about the performance during the preceding years as well as to give him/her the scope for opportunity for the succeeding years. This requires a face-to-face interview. The main areas under this are attitude, knowledge & skill.
7.7 Types of Interviews
1) The Exploratory or Information Interview
The exploratory or information interview is used as a screening and fact-finding tool for you, the candidate. This interview is used to:
i) find out about a company as a potential place to work, including its corporate culture, organizational structure, and future growth,
ii) earn about an occupation, including the educational requirements, experience needed, and responsibilities involved in doing a job, and
iii) find out about the hiring trends, positions available, and application procedures.
2) The Directed Interview
The directed or directive interview involves the interviewer using an outline and asking specific questions within a certain time frame. The interviewer works from a checklist and takes notes.
3) The Undirected Interview
The undirected or non-directive interview is unstructured and allows candidates to discuss their qualifications openly. This interview gives candidates a measure of control over the interview.
4) The Panel Interview
A panel involves a number of interviewers. The composition of this panel could include:
i) The supervisor
ii) The manager
iii) A union representative
iv) A human resources officer
v) An employment equity officer
vi) Employees from the department that is hiring
Typically, members of the panel will ask one question that represents their area of concern.
5) The Group Interview
The group interview is used by some large companies or organizations for graduate intakes when several graduates are interviewed at one time. This interview can last from two hours to a day or longer and usually includes a group problem-solving exercise.
6) The Sequential Interview
Some interviews are sequenced over a longer period, such as a half or full day. These interviews are used as an assessment tool. The first stage may begin with a panel interview, followed by a tour around the company (during which the assessment continues). The interview sequence may then conclude with another interview when you may be asked questions that test your creativity or your "fit" within the organization.
7) The Stress Interview
The stress interview intentionally creates and promotes discomfort. The interviewer may have an abrupt or brash attitude. Alternately, the interviewer may stare, be silent, and spend time taking notes. The purpose of this type of interview is to test the candidate's ability to be assertive and handle difficult situations.
8) The Behavioural Interview
In behavioural interviews, candidates are asked to respond to questions that require examples of previous activities undertaken and behaviours performed.
Unit-8: Making Presentations
8.1 Facets of Professional presentations
It has 3 steps:
1) Planning your oral presentation
i) Define your purpose.
ii) Analyze your audience.
2) Writing the oral presentation
i) Defining the main idea.
ii) Limiting the scope.
iii) Choose an appropriate approach,
iv) Prepare the outline.
v) Decide the appropriate style.
vi) Preparation the introduction
a) Begin with an attention.
b) Build credibility.
c) Preview the main points.
vii) Prepare the body by explaining 5 Ws (Where, When , What, Why, Which)
viii) Tell the listeners what is in your speech.
ix) Connect your ideas with transitions. (Create a humor, asking question & repeating key words).
x) Reinforce your transitions with gesture & posture.
xi) If the presentation is the longer one include summary of vital points.
xii) Include only necessary material.
xiii) Prepare the conclusion: Review the main points, make a memorable statement, narrate the next step, assign responsibilities & then only conclude with a strong note.
xiv) If possible, keep an hour or two for question answer session.
3) How to deliver the oral presentation
The following elements should be practiced thoroughly:
i) Establish eye contact.
ii) Speak clearly.
iii) Speak distinctly (Neither too slow, not too fast).
iv) Ensure that everybody can hear.
v) Speak in your own natural style.
vi) Stand up straight.
vii) Use the gestures & postures appropriately
viii) Stress on the important words like vocabulary & phrases.
4) Other considerations
i) Check out the room or the venue well ahead of time to make sure about the availability of the required equipments.
ii) Always control your anxiety & avoid nervousness.
iii) Keep your question well advanced.
iv) Respond the queries without any tension.
v) Try to receive criticism.
8.2 Ways/Mediums Of Oral Presentations
1) Speaking from a manuscript: It means to read something from a hand written material. Normally this is used as convocation, national or international seminars.
2) Speaking from memory: It is very rare. Because it need a wide verity of knowledge & face grip/control over almost all the subjects of the world.
3) Extempore (Any speech made without any prior preparation): The speaker must be well informed about the day to day happenings of the world, close proximity with medias.
4) Extemporaneous Delivery: It includes:
i) Research
ii) Practice
iii) Outlining the factors.
iv) Delivering in a conventional style
It needs a huge amount of data collection & utilizing the given time properly. It also needs some notes but, in the form of chit or stiff cards. Here points of the speech must be clearly divided into heading, subheading & so on.
8.3 Planning in Presentations
1) To inform the proper department about the data collection.
2) To inform the audience about its justification.
3) To motivate the audience for new skill.
4) To persuade the audience to be more careful listener.
8.4 Understanding Your Audience
1) Determine the size of the audience
i) Here the presenter must estimate about the approximate number of the expected people.
ii) Consider about the degree of knowledge of the people like political, religious, professional, non-professional or some other affiliation.
iii) Analyze the combination of sex, age variability, socio-economic status, occupation/trade/business & nativity.
2) Predict the audience’s probable reactions
i) Try to find out the reason of the attendance of the audience.
ii) Have a close observation on the general attitude of the audience towards your topic.
iii) Analyze the mood of the people at the time of delivery.
iv) Find out what kind of back up will impress the audience the most: technical data, general information, financial data, demonstration, graphic, sample etc.
v) Consider whether the audience have any prejudice, which might go against you.
vi) Always be prepare to clarify the doubt or answer a question.
3) Forecast the level of understanding of the audience
i) Analyze whether everybody has the same background & experience.
ii) Determine if the audience have already some idea on the topic.
iii) Decide what more information the audience might want from you.
iv) Consider whether the audience is familiar with your vocabulary.
v) Analyze about the mix-up of general concept with technical vocabulary.
8.5 Establishing Your Presentation Goals
1) Planning
i) Analyze: Study your purpose, layout your schedule & profile your audience.
ii) Investigate: Gather the required information through formal & informal research.
iii) Adapt: Your presentation to the occasion & audience then establish a good relationship with your audience.
2) Writing
i) Organize: Define the main ideas, limit the scope, choose your approach, prepare the outline & decide your style.
ii) Compose: Before composing the presentation, ensure the introduction style & clearly decide about the question answer session.
3) Completing
i) Revise: Edit the presentation paper clearly with content, clarity & conciseness.
ii) Produce: Review the writing portions clearly in order to make sure about any error.
8.6 Selecting the Best Format for Your Presentation
Speak with flare but its needs abundant resource material with total conversant with the modern scientific technology. The following ways may be selected for the best format while making a present.
1) Use humor that is relevant humor in accordance with the subject.
2) Tell a small story which must illustrate an important point.
3) Pass around a sample.
4) Ask a question to the audience. This is done in order to know the seriousness of the audience.
5) State a wonderful/surprise statistics.
Unit-9: Making Presentations II
9.1 BrainstormingIt is essential for better presentation, simply speaking it means accepting & generating as many as possible new concepts through periodical session. Initially all the ideas should be gather without any rejection. So, instead of only listening all the ideas should be recorded. It will then be easier for the presenter or communicator to have better selection of ideas. In order to arrive at a final decision through:
1) Consensus
2) Compromise
3) Majority
4) Arbitration (Means settlement or dispute by a third party)
9.1.1 Merits of Brainstorming
1) Better focus on a new concept.
2) Generating an idea with a better process.
3) Free & frank express of idea.
4) Organizational effectiveness.
9.1.2 Demerits of Brainstorming
1) It is a time consuming affair.
2) Not suitable for the trainee or probationers.
3) Initially it looks as a micro one but actually it creates a lot of confusion due to its macro nature.
9.2 Developing Logical Sequences for Your Message
Here logical means proper or appropriate sequence means order.
1) Explain how planning oral presentation differs from planning written documents
In oral presentation, the audience cannot browse through the comments of the speakers to verify about his sense.
2) Describe the following task to go into the oral presentation
i) Introduction/Defining the main idea.
ii) Avoid complexity.
iii) Choose the order of your speech.
iv) Have a better grip over the speaking notes.
v) Adopt better style.
3) Designate the task involve in developing the oral presentation
Every oral presentation must some parts. When the presenter completes one part, he/she must be sure that he/she has accomplished a specific task in order to develop the credibility as well as to hold the audience together for better attention. The presentation should never forget to restate the main ideas before concluding part of the speech.
4) Highlight the modes of oral presentation:
A communicator can adopt any one of the following methods for his oral presentation/message:
i) Memorizing: It is indeed very difficult to send messages in case of longer duration. This needs specialized training through constant practice.
ii) Reading: It is normally the most acceptable tendency especially when the presentation is based on any social topic or technical issue - really need data, information, case study etc.
iii) Speaking from notes, cheats or card etc. if the presentation is purely business or commercial oriented.
iv) Ready Reckon: This means speaking on the spot on any given assignment.
5) Some ways to overcome your anxiety & feel more confident
i) The speaker must be in a cool & relaxing mood. Recapitulation of difficult technical term makes the presenter feel more easy & to be familiar with any difficult type of situation.
ii) Think positively: A glass or bottle of water is highly indispensable near the speaker. If you feel that the audiences are showing negativism, drag them by asking some humorous questions & finally don’t get panic.
6) Handling of question/answer session
It is a very typical issue. It can be controlled normally be the following means:
i) Focusing on the question & paying more attention on answer.
ii) Accept the question positively.
iii) Maintaining control to the time limits.
iv) Avoiding arguments.
v) Motivating the listener in a friendly manner.
vi) Accepting your inability, if the question is very critical. Here a special session may be organized for doubt clarification.
9.3 Supporting Ideas: Generating Appeals and Gathering Evidence
Supporting idea means the ideas through certain supporting material like:
1) White Board
2) Hand Outs
3) Flip Chart
4) OHP
5) 35mm Slides
6) LCD Projectors
7) Video Films
Hand Outs
Hand outs mean some written elements as an evidence of your presentation which helps the listener as a permanent record. It helps in 2 ways:
1) Clarity the doubts.
2) Reduces the burden of the listener to write down certain important points. This is normally done to avoid the inattention of the audience.
Flip Chart
Flip Chart means a large pad of papers, which can be carried easily. It can be affective by:
1) The letter should be bold & prominent
2) Size should be normal
3) Should be of more than one color.
Merits of OHP
1) Pay attention to the focal points.
2) Better point-to-point analysis.
3) Clear graphics
4) Step by step analysis.
35mm Slide
The following things are required to use a 35mm Slide:
1) The presenter using this one must have a soft cloth to wipe out the dust.
2) A remote control is highly essential.
3) The presenter must be a link between the slide & the audience.
9.3.1 Gathering Evidence
It can be done through the following ways:
1) Prepare thoroughly for formal speaking. It needs the followings:
i) Clearly know the purpose.
ii) Clearly know the audience.
iii) Clearly know the message, your want to communicate.
iv) Select the proper approach & then only organize the information.
v) Outline the presentation
vi) Check the facts thoroughly.
vii) Have a careful think over telling a joke or a story.
viii) Prepare appropriate visual aids.
ix) Practicing willfully.
2) The presenter must work to polish the presentational skills by doing:
i) Adjustment of the volume
ii) Adjustment of your speaking rate. Per minute 15 to 60 is manageable, per minute 60 to 90 is fact, per minute above 90 is very fast.
iii) Correct pronunciation.
iv) Providing appropriate emphasis in your speech
v) Controlling your body language properly.
3) Apart from these things gathering evidence can be proved in the best way of question & answer session.
9.4 Setting & Achieving Your Image Goals
It is of 2 types:
1) Open (Asking Directly
2) Secret
However this can be easier to adopt certain methods:
i) The presenter should clearly know how the visual aids help the audience.
ii) They help the listeners understand some concept & related item by presenting information graphically.
iii) They help listener remember information by providing visual image.
iv) They allow listener to check their understanding by relating what they hear, what they see.
v) They provide a diversion from listening to a single voice for a long period of time.
Unit-10: Managing Techno-Life
10.1 Changing Role of Communication Technology in the Workplace
1) It is the best ground for learning new ideas.
2) It virtually makes the world smaller & smaller.
3) It is a training ground for modern concept.
4) Communication, co-operation, co-ordination & time allotment (both preserve & save) have become virtually possible.
5) Unseen conference has become possible (Video Conference).
6) It saves a lot of time for the technical/scientific brain especially to innovate new concepts & generate more ideas on the existing idea.
7) Since knowledge in unending, communicate technology also does not want to take rest but in the way of marching ahead fro novice ideas & concepts.
8) It workplace, without Communication Technology is nothing but a letter without address. It means workplace in Modern Era & communication Technology, are the two sides of the same coin.
9) International trade, business & commerce are enhancing day by day due to this.
Example: Multinational Corporation, Globalization.
10.2 Communication Competence & Life-Long Hearing
Modern age runs with Communication in general & with Communication Technology in special competence. Communication depends on 2 factor:
1) Internal factor
2) External factor
The term competence is derived from the work compete, which means zeal or interest to excel over others. It is the hallmark of the modern era as every organization especially dealing with the communication technology tries to surpass others, by means of competence. Competition is not a matter of day or two. It is achieved through a long sustained exercise/practice. Most of the competitor even don’t count the end of their life as they want to compete (human being as well as industry) at every stage of their life. So, it is appropriate to say communication competence is a life-long process. In technology, process means learning.
10.3 Communication Technology Today
Example: Telephone: Big -> Small -> Smaller -> Light -> Wireless -> Cordless -> Mobile.
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Explain 7 C's of Communication
seven C’s of communication which are as follows:
1- Correctness
2- Completeness
3- Conciseness
4- Clarity
5- Creativeness
6- Courtesy
7- Consideration
2- Completeness
3- Conciseness
4- Clarity
5- Creativeness
6- Courtesy
7- Consideration
1- Correctness:
Correctness means that there is no mistake of grammar, punctuation and spellings. It should be grammatically correct. All information should be accurate and timely. In our messages we should include fact words and figures, writing should be perfect and clean, language should be of correct level and there should be proper grammar punctuation, spelling and paragraphing.If our message or documents is not of good level of correctness then it has no effect on reader so it may cause lot of difficulties. So the objective of communication will be failed. Double check your spellings and grammar. So proof read it before you send it.
2- Completeness:
It means that our message should include all necessary facts and background information. It should include everything the reader needs for the reaction we desire. We must include all information which our reader wants. We should be answered all questions, gave examples if necessary.If our message will not be completed to bring desirable results then the reader will not be convinced by us. So we should keep it in mind that partial information would not work if we have to survive.
3- Conciseness:
Conciseness means to convey information in fewest possible words. We should keep in mind the reader’s knowledge of the subject and their time constraints. So our message should complete without being wordy.The writer is a looser if he was unable to convey information in fewest possible words because none have enough time to read wordy messages. So our message should be comprehensible.
4- Clarity:
It means that we have a definite purpose of writing and make sure it is clearly communicated up front. Clarity demands us that each and every points and aspects of our message should be clear to the reader.We should use right level of language, proper punctuation, right spellings and accurate facts and figure.
5- Creativeness:
Creativeness means to use different formats (vs. Straight narrative) to communicate our message. It should include Q/A format, graphics, ideal list etc. Our message should include different formats so that the reader may understand our ideas without getting trouble.6- Courtesy:
Courtesy means that to show our expressions and respect to the reader. Courteous message strengthen present relations and make new friends. We should answer our mail promptly. Courteous message always makes it place in heart because it shows lot of respect and sincerity.Courtesy is more important and advantageous in business writing than it is in face to face communication and conversation.
7- Consideration:
Consideration means the message with the receiver in mind. Keep your reader's needs in mind as you write. Ask yourself, 'Why should my reader spend time reading this?' We should focus on us despite on others. And try to show reader benefit and interest in reader.======================================================
1 comments:
nice one! good job
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