Que-1 : Define the term “Communication.” Explain the process of Communication.

OR
Que-1 : Explain Communication cycle with appropriate figure.

Human beings cannot live in society without the help of (1) Sender : The process of communication starts with
communication. Communication is the very basic need a sender, the person who has an idea and wants to
of any organization and any individual. The English convey it to the receiver. In other words, we can say
word ‘communication’ is derived from the Latin noun that the person with ideas to share is called sender.
‘Communis’ and the Latin verb ‘Communicare’ that The formation of idea is the first step of
means ‘to make common. to transmit, to impart.’ communication. So, Communication process begins
Communication is a two way process. It is a natural with the sender. The Sender is known as Tx.
activity of all human beings to convey opinions,
information, ideas, feelings, emotions to others by (2) Encoding: The conversion of the idea in to message
words spoken or written, by body language or signs. by verbal or nonverbal method is called encoding.
While encoding a message, one needs to consider what
Communication has been defined by many theorists : will be interpretation of the message. This process of
converting the thought of the sender into message is
(1) According to [Link], “Communication is an encoding.
exchange of facts, ideas, opinions or emotions by two
or more persons.” (3) Message: It is an important part of communication.
(2) Allen Louis says "Communication is the sum of all Message is the content that sender wants to convey. A
the things one person does when he wants to create an message could be verbal or non-verbal. The thought,
understanding in the mind of another it involves a idea, emotion or anything that the sender wants to
systematic and continuous process. convey is called message.
(3) To quote Norman B. Sigband, “Communication is
the transmission and reception of ideas, feelings and (4) Channel : The way or the medium of sending the
attitudes both verbally and non-verbally… message is called channel. Medium or channel can be
(4) Dalton McFarland says, “Communication may be oral, written or it can be non-verbal.
broadly defined as the process of meaningful
interaction among human beings.” (5) Receiver : The receiver is the person who receives
(5) George Vardman in his book `Effective encoded message. In the best way, if it reaches to the
communication of ideas' defines effective receiver then there is no problem to the receiver to
commnication as "Purposive interchange, resulting in understand the massage properly. The Receiver is
workable understanding and agreement between the known as Rx
sender and the receiver of the message".
(7) Decoding : It is a process where the received
The progression of transmission and interchange of message is being understood. It is not necessary that
ideas, facts, feelings or actions is known as “Process of the message reached to receiver will be understood by
Communication”. Process of Communication is a full the receiver but decoding is a process which converts
cycle of events from sender to the receiver and back to the message in to understanding. There are chances of
the sender. Communication is a two way process misinterpretation of the massage.

(8) Feedback : This is the last part of communication

process. After receiving the message, the receiver
reacts or responds to the sender. The response can be
based on the perfect understanding of the message or
it can be based on the misunderstanding or
misinterpretation of the message. This reply from
receiver to sender is called feedback. Feedback has its
own importance as the success or failure of
Feedback communication is decided by feedback only.

Prof. Chintan A. Mahida (DJMIT, Mogar) 1 My Website : [Link]

Que-2: Explain various types of Communication. (Formal and Informal ) OR
Que-2: Explain Flows/Dimensions/Channels of Communication.

Communication in an organization may be either (3) Horizontal Communication :

external or internal. External communication concerns Horizontal communication refers to the flow of
with correspondence with those outside the communication among the people at the same level of
organization. Internal Communication is concerned authority. The main objective of horizontal
with communication within the organization. Internal communication are developing team work and
communication can be classified into different promoting group coordination within an organization
communication like Downward, Upward, Horizontal, Horizontal Communication is less formal . Sometimes it
Grapevine. results into “Gossip” about management.

Formal Communication : Downward, Upward,

Horizontal, Diagonal Communication is formal (4) Diagonal (or Crosswise) Communication :
communication. In this type of communication, Communication between departments or employees in
information, circulars and notices are passing through the same organization without any hierarchy is called
levels in a formal style. diagonal communication. It is the most used channel of
communication. Workers communicate with other
(1) Downward Communication starts from higher workers, clerks sharing information with one another,
authority to downward authority, like the board of managers discusses some organizational problems are
directors-managers- -purchase officer-executive-clerk all engaged in diagonal communication. Diagonal
etc. It is a convenient channel to explain policies and communication is extremely important for promoting,
organizational procedures/to appraise the understanding and co-ordination among various
subordinates for their performance. Major decisions departments.
are conveyed through this type of communication. It is
necessary for the functioning of any organization as it Informal Communication : Informal channels
involves the transfer of information, instructions, transmit official news through unofficial and informal
advices, request, feedback and ideas to subordinate communicative interactions known as the ‘grapevine.’
staff. It is useful for appraisal of the subordinates for This informal communication network includes tea-
their performance. time gossip, casual gatherings, lunch-time meeting and
so on. Grapevine communication is the best example of
Downward Communication is very long and time Informal Communication.
consuming process. Downward communication is too
much authoritarian process. (1) Grapevine Communication : An informal channel of
communication in an organization is called Grapevine .
(2) Upward Communication : Upward Communication For example people working together take interest in
starts from bottom level to top level. For example, one another and talk about appointments, promotions,
worker conveys message to production manager, he demotions or even domestic and romantic affairs of
conveys it to the director of company etc. Upward another. It follows no set lines or any definite rules but
communication provides necessary feedback. Upward spreads very fast in any direction. Grapevine
communication is also important for workers' Communication provides much needed release to
suggestions for the welfare of an organization. Upward emotions. One of the major limitations of the
communication is difficult as it moves upward against grapevine is that it may spread baseless news which
the force of gravity - means workers hesitate to initiate may harm the employees.
for upward communication. Workers at the lowest
level are not efficient communicators so their Grapevine Communication is not always negative for
communication oral or written may not be accurate an organization and can be helpful because it helps in
and may not be welcomed by superiors. It may also positive group building. It may help in building up
include innovative ideas, reactions to a particular organizational solidarity and harmony. It provides
policy, rules or a behavior of any person on the job. much needed release to emotions. Any information in
the name of ‘secret’ spreads very fast. It provides
feedback for management.

Prof. Chintan A. Mahida (DJMIT, Mogar) 2 My Website : [Link]

 Que-3: Explain various levels of Communication.

Human communication takes place at various levels: 5. Mass Communication :

(1) Extrapersonal Communication There are several mass media such as journals,
(2) Intrapersonal Communication television, newspapers, internet which mediate such
(3) Interpersonal Communication communication to the large audience. Information in
(4) Organizational Communication the oral form requires equipment such as
(5) Mass Communication microphones, amplifiers and information in the
written form requires electronic or print media. Oral
1. Extrapersonal Communication : communication through mass media requires some
It is a communication between human beings and non- equipment such as microphones, amplifiers etc and
human beings. This requires perfect coordination the written form requires or print visual media.
between sender and receiver. When your pet dog comes
to you wagging its tail; as soon as you return home is an Que-4 : Differentiate between General
example of Extrapersonal communication. and Technical Communication.

2. Intrapersonal Communication :
This communication occurs within the individual's brain Technical Communication :
in the form of internal dialogue. For example when you
“feel hot”, the information is sent to brain and you may (1) Always factual.
decide to “turn on the cooler”, responding the (2) Formal elements.
instructions sent from brain to hand. Here relevant (3) Logically organized and structured.
organ is sender, electrochemical impulse is message and (4) Specific audience.
brain is receiver. Next the brain assumes the role of (5) Complex and important exposition techniques
sender and sends the feedback that you should switch (6) Usually involves graphics.
on the cooler. So this process can be termed as (7) Always formal in style.
intrapersonal communication. (8) Technical content.
(9) Objective in nature.
3. Interpersonal Communication : (10) Special vocabulary.
It is a sharing of information among people. It includes a (11) Impersonal
few participants who are close to one another. Here (12) Limited in its scope
many sensory channels are used and immediate (13) Used by professionals belonging to business
feedback can be obtained. This can assume in the form
of face to face conversation, video conferencing. and General Communication :
telephonic talk and soon. It takes place in our day to day
life. (1) May not be always factual.
(2) No formal elements.
4. Organizational Communication : (3) Not always structured.
Communication in an organization takes place at (4) Not always for a specific audience.
different levels. It may be upward, downward, diagonal (5) No specific exposition techniques required.
and grapevine. This kind of communication can be (6) May or may not involve graphics.
divided into : (7) Both formal and informal in style.
(a) Inter-operational Communication contains the (8) General content.
structured communication within the organization. (9) Both objective and subjective.
(b) External – operation Communication deals with (10) General vocabulary.
people and groups outside the organization. It is the (11) Personal
organization’s communication with its public – its (12) Touch a wide variety of people
suppliers, customers and general public. (13) Used in society in general
(c) Personal Communication : Communication that
occurs without purpose as far as business is concerned is
called personal communication.

Prof. Chintan A. Mahida (DJMIT, Mogar) 3 My Website : [Link]

Que-4: Discuss Importance and need of Technical Que-5 : Examine characteristics of Language as a
Communication tool of Communication.
Technical communication is the process of conveying
technical information. It is the process of communicating Language is a combination of words to communicate
a specific message to a specific purpose. Technical ideas in a meaningful way. Effective communication
communication is an exchange of technical ideas and is made possible with the help of language. By
information, knowledge and experience through writing, changing the word order in a sentence, you can
speech or by adopting. It includes simple definitions and change its meaning, and even make it meaningless.
descriptions of tools and machines and interpretation of
principles which they follow scientifically. Characteristics of Language

Important Elements of Technical Communication (1) Language is Artificial : Language is created by

human being. It is not natural and original which was
(1 ) Nature of the audience is considered existed with the origin of the earth . It is created by
(2) Content can be such that it can be understood human and for human. Every word is connected with
clearly. every object / idea/thought. But the name of that
(3) Audience needs are satisfied by providing the object is given by human. ( If we pronounced chalk
information in appropriate form stick as a donkey during its invention, then it might be
(4) Some authors may be devote themselves for writing known as “Donkey”) So, Language is artificial.
technical communication. Technical writing consists of
aim of the audience, collection of required information, (2) Language is Restricted : Sometimes we cannot
organization of information, Preparation of the first express ourselves 100 %. When we converts our idea
draft, Revision and editing of writing into speech, some meanings are lost in that
(5) Technical communication is created with a particular procedure. That is the reason why we say that we
aim. don’t have words to express ourselves. Language has
(6) Technical writing includes project proposals, limitations.
technical manuals and guides.
(3) Language is Abstract : Language represents
Importance and Need of Technical Communication : generalized ideas of things or thoughts. Any object of
any shape, any sub-type can be known as same name.
(1) Technical communication is the soul of organizational A ‘table’ can be of different shapes and sizes, and still
life It not only makes professional interaction possible be called a table. A “T-shirt” of any size (M,L,XL,XXL)
but also directs the flows of technical information and can be called T-shirt. There is one general abstract
knowledge for the guidance of technocrafts, engineers name for each object.
and others in their professional activities.
(4) Language is Repetitive : Any language has
(2) The whole world has become a global market and the characteristic of repetition and redundancy. This may
transfer of technology is playing an important role in make or destroy the communication. For example ,
economic growth and transformation. As the We can say “Bell rings Tan Tan Tan ….” Moreover
professional world becomes more diverse, competitive excessive and unnecessary repetition may lead to
and result oriented, the importance of technical verbosity. If we say, “Bell rings Tan Tan Tan Tan Tan
communication skills continues to increase. Tan Tan Tan , then it sounds awkward.”

(3) Revolution in information technology creates a (5) Language is Recursive : Recursive means doing
profound impact on technical communication tasks. something with same method and same procedure.
Theses skills will be required in the changed Langauge is like this. We can create different
technological environment. These skills include sentences and speech by using same Grammar rules
knowledge of high tech communication capabilities, and Vocabulary. Like in English, we have subject ,
ability to present and explain complex technical verb and object. And we can make various sentences
information, capability to understand and explain by using Subject, Verb and Object. In short, you don’t
quantitive data, cultural awareness, capability and have different rule for different sentence.
ability to analyze and priorities information.

Prof. Chintan A. Mahida (DJMIT, Mogar) 4 My Website : [Link]

Que-1: Explain the term “Verbal Communication”.
Differentiate between Oral Communication and Written Communication.

Communication by using language is called verbal WRITTEN COMMUNICATION

communication. It is sub-divided into two :
(a) Oral Communication Written communication is also a type of verbal
(b) Written Communication. communication. With the help of writing, we express
(c) Communication through listening and reading ourselves. The human language is expressed by means of
visible signs. Since long, letter writing is considered the
ORAL COMMUNICATION only reliable means of communication. Far a long time in
the business world, it was believed that sending letters,
Oral Communication happens when we communicate memorandum and notices was the only proper way for
with the help of spoken words. In this way, we can say businessmen to communicate.
that the conversations, meetings, conferences,
interviews, training sessions, speeches, public Disadvantage :
announcements, radio speeches, telephone talk, public
speaking, are all forms of oral communication. It can be (2) Written communication is slow and time consuming
used effectively to inform, satisfy, praise, criticize, (3) There is no immediate feedback.
please, inquire and for many other purposes.
(4) Written communication needs stationary and many
Advantages : equipment.
(5) Written communication is formal. It is only for
(2) Oral Communication saves time. literate people.

(3) There is immediate feedback. Advantages :

(4) Oral communication saves money. (6) Written messages are less likely to be misunderstood
and the doubts can be removed by reading it again.
(5) In Oral communication, there is less formality.
(7) Written communication is best for legal or financial
Disadvantages : matters. It acts as a proof.

(6) Oral Communication can be misunderstood more

easily compared to written communication. (8) Written communication has provided a permanent
record. It can be preserved for years.
(7) If we consider the legal point of view, oral
communication has little value as there is no COMMUNICATION THROUGH LISTENING /READING
permanent record or proof of what has been said.
Communication through listening and Reading is done in
(8) Oral Communication requires a good speaker our day to day life. We communicate maximum through
otherwise it will not be meaningful. listening. Communication through reading takes place
where the reader takes interest in reading.

Que-2 : Discuss advantages and limitations of Non-Verbal Communication.

(1) Non-verbal communication has to be observed carefully otherwise the idea or the presentation of the thought
is wasted away. (2) It is particularly good for people who are uneducated or who have less education. (3) It can
communicate small ideas but when the detailed message is to be given it may not be of much use. (4) It can be
understood instantly and instant response can also be obtained but it cannot be preserved and recorded for further
use. (5) Sometimes, due to cultural differences the same sign and signal may mean different thing to the person
who is responding. (6) Nonverbal communication clarifies the verbal message.

Prof. Chintan A. Mahida (DJMIT, Mogar) 1 My Website : [Link]

Que-3 : Explain main components /elements / types of Non-Verbal Communication.
Que-3 : Explain Kinesics components of Non-Verbal Communication.
Que-3 : Explains methods (Verbal – Non Verbal Method) of Communication.

God has gifted us with five sense organs. With the help (4) Body Language : Posture is an important element
of sense organs, we can communicate. Communication in body language . From the posture , we can know
without using words is non-verbal communication. whether a person is confident, diffident; old, young
Basically there are two components of non-verbal weak or strong. Body movements and postures
(wordless messages) communication : appropriate for one person may not be considered
suitable for another. Body movements and postures
(I) Kinesics Communication (II) Meta Communication appropriate for one person may not be considered
suitable for another. The style of walking and moving
(1) Kinesics Communication : Kinesics communication that we admire in a dancer may be unsuitable for a
is a message conveyed through non-verbal acts in the school teacher. The occupation and work of a person
form of body movements such as gestures, winking, can affect his posture and body movements.
smiling, style of dressing and grooming. This type of
communication transmits the unstated feelings, (5) Graphs, Maps, Charts and Colours : The chief
attitude and hidden intentions of the speaker. advantage of Graphs, Maps and Charts is that plenty of
information can be gathered at a glance. Colours are
(II) Meta Communication : Meta communication used to convey direct messages. Traffic lights turn red
includes a message communicated not through words, and green and in an operation theatre a red bulb is
but along with words. It conveys an implied meaning by used to show that the theatre is in use.
the selection and tone of words.
(6) Para Language : It is often observed that sometimes
Kinesics Components of Non-Verbal Communication our body language says something else and we speak
something else. For example, when an unexpected
(1) Facial Expressions : Facial Expressions include eye guest arrives at our house, we have to smile and say, " I
contact. Smiling, frowning, raising eye-brows, etc. are am very happy to see you", but our body language
universal in their nature and application. The facial does not mention so. This is the use of Para language.
expressions are used to show the following emotions:
happiness, surprise, fear, anger, sadness, (7) Time Communication : Time is considered to be the
determination etc. Facial expressions have to be most important aspect our life. We have to plan our
understood in proper manner by the receiver of the time and work accordingly. Suppose we have short
message. time to speak. It non-verbally indicates that we should
be brief in our speech.
(2) Gestures : A gesture is the movement of the hand,
head or body to indicate an idea or a feeling. There are (8) Space Communication : An element of space plays
some common gestures which are used by us in day to an important part in our presentation of our
day life like, waving the hand to greet goodbye, personality. At the time of talking to others we do keep
upraised hand to request to remain silent, wagging the some distance from the person who is standing in front
index finger, for scolding, pointing the index finger, to of us. While talking to seniors we keep some distance.
show the direction, moving the hand sideway to show This care gives a special effect to our communication.
refusal etc. Distance between lovers and old aged couples
indicates whether they are married or not.
(3) Silence : Silence has its own unique language. A
person can convey his ideas even with the help of (9) Sign Language : Sign language is normally used for
silence. Sometimes, we are overcome by emotions that deaf and dumb when they do not understand our
we cannot speak - our silence tells the other person of language. Their teachers make effective use of such
our strong feelings. Every good speaker knows the language. Sign language is also found when sign boards
importance of the pause which is a short period of are fixed on the roads, near schools, near hospitals etc.
silence between words or sentences.

Prof. Chintan A. Mahida (DJMIT, Mogar) 2 My Website : [Link]

 Que – 4 : Explain Barriers / Hurdles / Obstacles to Effective communication.
Que – 4 : What is noise ? Explain Psychological Barriers in Communication.

The Purpose of Communication : The purpose of Circulars, bulletins, notices and even letters are not
communication is to get a definite response and an read carefully. Many employees even when they are
immediate response. In other words, he must be literate are unable to read and understand long
interested in the message, and he must accept it. There messages. Even among better educated employees at
are several things which can prevent the message from higher levels, all written communication does not
reaching the target (Receiver). Any interference in the receive the attention that it should.
message sent and message received leads to the
production of “noise”. Noise here does not mean PSYCHO-SOCIOLOGICAL/ INTRAPERSONAL BARRIERS
cacophony, but a break in the communication process.
The term communication barrier is an expansion of the (1) Self-Centered Attitudes : We want to see and hear
concept noise. A noise is a break in the communication everything in the light of our opinions, ideas and
process. views. We usually accept what agrees with our views,
and reject or forget what goes against our opinions.
EXTERNAL OR MECHANICAL OR ORGANIZATIONAL The attitudes may come from religion, nationality,
BARRIERS ideas of the community to which one belongs, place of
living or family ideas.
(1) Defects in the channel : Defects in the devices used
for communication are purely external; and usually not (2) Group Identification : Our values and opinions are
within the control of the parties engaged in influenced by the group to which we belong. All
communication. The telephone, the postal system, the persons belong to any group; we belong to many
telegraph, the loud speaker and other channels may groups; for example, family, our city, our religion or
break down or suffer from disturbance and may not language group, age group, nationality, locality, club,
convey the message properly. A partial failure of the economic group etc. An idea which goes against the
mechanical equipment is more dangerous than a interests of the group may be intellectually
complete failure, because a partial failure carries an understood but may be emotionally rejected.
incomplete or distorted message, which might cause a
wrong action to be taken. The postponement .of Suppose, Students are going for mass bunk. Many
transmission, or communicating by an alternative students know the fact that this bunk is not good. But
method, is the only way to overcome the barrier. being a part of that group, they become a part of mass
bunk. They will not accept any communication
(2) Noise : Even in face-to-face communication without because they don’t want to separate from this group.
a microphone, the air may be disturbed by noise in the
environment such as traffic, construction work, or
human sounds in the neighborhood; organizations which (3) Snap Reactions : A listener or reader may quickly
can afford soundproof rooms can overcome this barrier. or prematurely respond to the message because
Communication by word of mouth has to be kept to the he/she is hot tempered. Such reactions are called as
minimum in a factory because of the noise of the ‘snap reactions.’ They may prove to be barriers to
machines communication.

(3) Defects in the Organisation and System : Within the (4) Status Block : A "boss" usually doesn’t accept any
organization, orders and information are passing communication from his subordinates. People in
through too many levels of authority They are also senior positions often develop the feeling that they
likely to be distorted, because, at each level, they are know everything about the business. They do not
edited, interpreted and explained before being passed realize that a junior may have something useful to say
on. This can result in communication gaps. In downward about the business. Many good ideas go unheard and
communication, the loss of information is said to be so are wasted . This barriers seems to be connected with
great that many employees at the lowest level receive the feeling of “Superiority Complex” which is also one
only 20 per cent of what they should get. type of barrier.

Prof. Chintan A. Mahida (DJMIT, Mogar) 3 My Website : [Link]

(5) Closed Mind : Limited intellectual background, position to occupy. Phrases can be more tricky; a red
limited reading and narrow interests cause a person's and a blue carpet means two carpets, while a red and
mind to be narrow. This limits his understanding of blue carpet is one carpet in two colours. Hence it is
human nature and makes him incapable of receiving said, "meaning is in people, not in words." Jargon and
communications with sympathy. technical terms are limited to the group of persons
who work together, or work in the same kind of
(6) Wrong Assumptions : Many barriers originates from occupation; they need to use technical terms which
wrong assumptions. Wrong assumptions are made have special meaning and describe a process in their
because the sender or the receiver does not have work.
adequate knowledge about each other’s background or
entertains certain false notions. A skilled communicator CULTURAL (CULTURAL VARIATIONS) BARRIERS
keeps these issues in mind to prevent them from
becoming barriers. Any language is the expression of thoughts, feelings
and experiences in terms of cultural environment. The
(7) Poor Communication Skills : Lack of skill in writing same language when used in different cultures, takes
and speaking obviously prevents the Tx from encoding a different colour and conveys a different meaning.
his ideas properly so as to get across to his audience. Sometimes, we modify our language according to
Both these skills can be developed by training and person with whom we are speaking. There is a
practice. difference in the use of language for discussions,
formal talks, informal talks etc. Language influences
(8) State of health : Physical condition can affect one's the behaviour individual and groups
efficiency both as Tx and as Rx. It is common experience
that a person in pain or fever is not interested in HOW TO OVERCOME COMMUNICATION BARRIERS
communication; but even when there is no pain or fever,
if the state of health is poor, communicating ability is (1) The sender has to take proper precautions to see
reduced because the mind is not sufficiently alert . that devices such as telephones, fax-machines, cell
phones, computer, radios, loud speaker, microphones,
(9) Information Overloaded : If a person is overloaded TV sets, mobile phones , etc. are in proper order and
with much information, he cannot arrange it properly would not create disturbances while in use. Even
and during encoding , his communication cannot be traffic noise, loud conversations, etc. should be
resulted successfully before audience. For example, a avoided as far as possible. Organisation which can
person wants to talk about history of india. He has read afford sound proof rooms can overcome this barriers.
many books. While speaking, he becomes confuse with
much information about india and can’t express his (2) To overcome defects in the organization and
views properly. communication system, the system of internal
communication has to be checked constantly to make
SEMANTIC/LANGUAGE BARRIERS sure that there are no undue delays in the passing on
of information. In an emergency, an urgent message
Language is our most important tool of communication; may be communicated by an alternative system.
First of all, words have multiple meanings; for example,
a reference to the Random House Dictionary will show (3) The sender of the message should ensure that he is
that the word “stall” has twenty-five meanings, in proper health and physical order to function as the
including technical meanings used in specialised sender of the message.
activities; similarly, the words charge, spring, check, suit,
ring, have several meanings. Words in hindi like “Peti” , (4) The personal barriers can be overcome only by
“Khokha”,”Sopari” indicates words connected with making conscious effort to learn better methods and
crime world. Words like minute and wind are by training for better communication.
pronounced in two different ways to mean two entirely
different things. Even a concrete noun like table may (5) Some managers personally try to overcome status
suggest a statistical table, a' writing table or a dining block by developing friendly contact with their
table; and a timetable. subordinates or by following an “open door” policy.

Prof. Chintan A. Mahida (DJMIT, Mogar) 4 My Website : [Link]

 Que-6 : Explain Communication across culture. Extra Information : Important Classification of
Barriers to Communication

During the path of successful communication, ‘culture’ External /Mechanical Barriers

often becomes a challenge, as it influences our approach 1. Defect in Channel
to problems and our participation in varied groups and 2. Noise
communities. Culture indicates to group or community 3. Defect in Organization and Communication System
with which we share feelings and develop our
understanding to see the world. It includes society and Psycho-Sociological Barriers
groups . If one defines culture in this way, we all belong 1. Self-Centered Attitude
to many cultures at once. 2. Status Block
3. Group Identification
Cross-cultural communicational flexibility is a major 4. Closed Mind
requirement for successful communication in our 5. Poor Communication Skills
modern world. In the global arena workplace we tend to 6. Snap Reaction
minimize or even to ignore our cultural differences while 7. State of Health
mythologizing that they no longer exist. But this is a
dangerous myth for it greatly heightens the potential for Intrapersonal Barriers
miscommunication. The first step in addressing it is to 1. Wrong Assumption
name and accept our cultural differences. we can never 2. Different Background
really `lose' our cultural identity but we can add on 3. Self-Centered Attitude
other identities. we can never really `lose' our cultural 4. Closed Mind
identity but we can add on other identities. We 5. State of Health
communicate through language, symbols, gestures and 6. Wrong Interpretation
our whole bodies. But just as we are able to
communicate through all these means, there is always Interpersonal Barriers
the potential to miscommunicate, or send unintended or 1. Poor Communication Skills'
false messages. Much of the conflict we experience in 2. Emotional Outbursts
our global `market place' today is due to the experience 3. Snap Reaction.
of unfulfilled culture-specific expectations. We can avoid 4. Limited Vocabulary
the conflict by understanding what results cross- 5. Status Block
culturally, in other words by understanding what is 6. Cultural Barriers
`acceptable' and what is not, cross-culturally. This 7. Noise
process begins with recognizing the sources and 8 Group Identification
contexts of cross-cultural miscommunication.
Organizational Barriers
Rules for Communication across Cultures : 1. Defect in Channel
2. Noise
(1) Assume differences with similarities are proved. 3. Defect in Organization and Communication System
Assume other are different from you instead of 4. Status Block
assuming similarities until differences are proved. 5. Information Overload
(2) Emphasize description instead of interpretation or 6. Inappropriate Media
evaluation. 7. Negative Tendencies
(3) Try to know the background of your recipient before 8. Fear of Superiors
sending a message of communicating. 9. Many Transfer Station
(5) Treat your interpretations as working instruments
and carefully assess the feedback provided by recipients. Semantic/Cultural Barriers
1. Every word/ text suggests multiple meaning. Jargon
The purpose of cross cultural communication is to know and Technical term limited to group.
how people from varying cultures mingle and 2. When we see same thing in different culture, it
communicate with one another. takes new shape.

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Que-1 : Define the term “Listening”. Explain various types of Listening. OR
Que-1 : What is the difference between “Listening” and “Hearing” ?

“Listening is the ability to understand the encoded [6] Appreciative Listening : When the listener listens
message” Effective listening is an art of something for enjoyment and pleasure such as songs,
communication, which is often taken for granted and jokes, anecdotes, stories, it becomes appreciative
ignored. Listening is a process of receiving, interpreting listening.
and reacting to the messages received from the
communication sender. Listening require conscious [7] Focused Listening : When the listener listens
efforts of interpreting the sounds, grasping the something in the form of information, it becomes
meanings of the words and reacting to the message. No focused listening as the listener pays full attention to
communication process is complete without listening the content. Railway announcement, Reading of
notices in school and college are examples of focused
Hearing is merely the ability of ear to sense sounds listening
around one, but, listening is more of conscious effort to
interpret the sounds, requiring concentration of mind [8] Attentive Listening : In this type of listening, the
listener's complete attention is must especially in
TYPES OF LISTENING situations such as interview, meeting, group discussion
etc. Here the listener is expected to pay attention not
Different situation require different types of listening. only central idea but also to supporting as examples
Listening can be categorized mainly in the following and illustrations.
types.
[9] Empathetic Listening and Sympathetic Listening
[1] Discriminative listening : As the name itself This type of listening leads the listener not only to
suggests, discriminative listening is the most basic type understand the physical message but also to peep into
of listening, whereby the difference between the the listener’s state of mind, feelings and emotions.
sounds is identified. By being sensitive to changes in Psychiatrists listening to their patients fall in to the
the speaker’s rate, volume, force, pitch and emphasis, category of empathetic listening.
the informative listener can detect even minute and
minor meaning of difference in meaning. [10] Dialogic listening : The word ‘dialogue’ originates
from the Greek words ‘dia’, meaning ‘through’ and
[2] Comprehensive listening : When the listener ‘logos’ meaning ‘words’. Thus dialogic listening means
comprehends the message in order to understand the learning through conversation. Dialogic listening is also
full meaning, it falls into the category of comprehensive known as ‘relational listening’ because with the help of
or evaluative listening. This type of listening results in exchange of ideas while listening, we also indirectly
to selection of the needed information out of the total creates a relation.
information.
[10] Relationship listening : Sometimes the most
[3] Evaluative / Critical listening : Evaluative listening is important factor in listening is in order to develop or
also called ‘critical listening’ because we make sustain a relationship. This is why lovers talk for hours
judgments about what the other person is saying. and attend closely to what each other has to say when
the same words from someone else would seem to be
[4] Biased listening : Biased listening happens when rather boring. Relationship listening is also important
the person hears only what they want to hear. Such in areas such as negotiation and sales, where it is
biased listening is often very evaluative in nature. helpful if the other person likes you and trusts you.

[5] Superficial /Casual Listening : When the listener Apart from these types, there are two basic types of
pays no attention on the content of the message , it listening. All these types directly /indirectly falls into
becomes superficial listening. The uninterested listener this category. (a) Active Listening (b) Passive Listening.
can concentrate on the theme of the conveyed
message.

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 Que – 2 : Differentiate between “Active Listening” and “Passive Listening”.

It has been calculated that most people speak anywhere between 100 and 175 words per minute. We are
capable of listening, however, to nearly three hundred words per minute. Listening is anything but basically a
passive, neutral activity.

Active Listening Passive Listening

(i) It is the process of converting an idea or thought (i) It is the process of just absorbing the message
into message with complete involvement. without any involvement.

(ii) Listener encourages the speaker to express his (ii) The listener discourages the speaker by expressing
ideas enthusiastically by showing interest in the boredom on his face.
speech.

(iii) It is a two way process where listener plays an (iii) It is a one way process where the listener plays no
active role. role.

(iv) Active listener never neglects the physical aspects (iv) Passive listener has nothing to do with these
of the speaker such as appearance, expressions, and physical aspects as he wants to bring out no meaning
bodily movements as they are very helpful to convey from the spoken words.
meaning to spoken words.

(v) To encourage the speaker active listener responds (v) Passive listener also responds non-verbally by
non-verbally by rolling eyes, changing facial yawning and showing boredom on face and
expressions, showing smile and in this way shows his discourages the speaker.
keenness to listen.

(vi) Active listening leads to effective and sound (vi) No scope for listener-speaker relationship and in
listener-speaker relationship. fact the speaker wants to avoid such listeners.

(vii) Active listener shows his thirst for knowledge and (vii) Passive listener wants the speaker to conclude as
information by asking relevant questions frequently. early as possible and thus no chance of building up
rapport between them.

Advantages of Active Listening : Active listening gives positive results. It allows the speaker to improve
communication because one side is aware of other’s view point. Speaker tries to give his best presentation. It
helps in acquiring useful information.

Que - 3 : Explain benefits of effective listening.

Effective listening at all level is very important for the successful running of an organization. Good listening
skills make workers more productive. The ability to listen carefully will allow you to :

(1) Better understand assignments and what is expected of you. (2) Build rapport with co-workers, bosses, and
clients. (3) Show support. (4) Work better in a team-based environment. (5) Resolve problems with
customers, co-workers, and bosses. (6) Answer questions; and find underlying meanings in what others say.
Effective listening will improve the working condition and nurture harmony and unity among the workers and
colleagues.

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Que - 4 : Explain Empathetic Listening in Que - 5 : Explain traits / tips / techniques
detail. of Good Listener

`Empathetic' is an adjective of empathy which means (1) Being non evaluative : The behavior of the listener
an ability to imagine and share another person's should convey the impression that you accept the
feelings, experience, problems etc. These feelings are person without making judgment of right or wrong,
nothing but a state of mind and one can be an good or bad, suitable or unsuitable.
empathetic listener only when he / she listens
someone very actively. This type of listening leads the (2) Paraphrasing (summarize) : If you wish to clarify a
listener not only to understand the message in the point, you can simply summarize what the speaker has
physical form but also to peep in to the listener's state said and enquire the speaker whether you have heard
of mind, feelings and emotions. Here the listener has to it accurately or not.
understand the speaker's implied meaning and
intention. Psychiatrists' listening to their patients falls (3) Reflecting Implications (suggestions) : In order to
in to the category of empathetic listening. Empathetic persue the speaker (to motivate the speaker) to extend
listening is paying attention to another person with his ideas, the listener has to reflect eagerness and
empathy. [Emotional identification compassion, willingness to learn more by using expressions like
feeling, insight]. An excellent technique to help one do nodding or through verbal means, thereby giving
this is called “active listening’. Another technique is to positive feedback.
ask how the person feels about the situation or
perhaps feels. Empathy is not sympathy. Sympathy (4) Inviting Further Contribution : In a situation where
means “feeling for someone’, empathy is “feeling as listener haven’t heard or understood enough. The
someone.” The most important issue about empathetic listener can respond with empathy and understanding,
listening in a classroom setting is when to use it. The prompt the speaker to give more information. The idea
general rule is that teachers have a right to teach and here is to get a better understanding of the subject by
students have a right to learn. When the teacher and asking questions. But the questions should be for
student can engage in a dialogue that does not violate seeking information not to interrogate or challenge the
their individual rights or the rights of others, then speaker
empathy is certainly appropriate. However when either
a student or another person is attempting to engage in (5) Responding Non-Verbally : Listener can portray his
a dialogue that is disruptive and violates the rights of image as that of an active listener by adopting certain
the teacher and or/students, then the teacher needs to postures, and sending non-verbal signal which
be assertive and bring the class back to order. communicates the listeners interest in what the
speaker is saying. This may include eye contact,
Important Elements/ Guideline of Empathetic Listening Leaning forward towards the listener, head nodding.
Build the trust Listener can also use some receptive utterances like
‘yes’‘un-hum’ to indicate that message of speaker is
1) Be attentive while listening being understood.
2) Do not hurt the speaker’s feeling.
3) Allow disputants to express their emotions (6) Motivate yourself to listen : Listeners should
4) Reduce tension motivate their mind to listen to the speaker carefully.
5) Provide problem solving environment They should prepare themselves to listen to others
6) Understand emotion and feeling of speaker willingly. Listening can not be forced or imposed on the
7) Show interest in listening person. Individual should know the value and
8) Use body language while listening importance of listening.
9) Use words like “I understand you’ or “I see’
10) Do not interrupt/interrogate /give advice/ (7) Respect the speaker : Listeners should have respect
11) Use open ended question for the speaker . They should not underestimate the
12) Be sensitive to emotions speaker’s ideas and thoughts.

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Traits / tips / techniques of Good Listener Que-6 : Explain Barriers to Effective
( Continue from Page 3) Listening.

(8) Remove Horn effect : Do not underestimate a (1) Environmental Condition : Environmental condition
person because he has couple of flaws in his behavior . like humidity, temperature, atmospheres limits the
Many people are like rough diamonds. They need to be listeners span of listening. Cloudy atmosphere may
understood carefully. The speaker ideas can be rejected cause the listener to sleep.
or doubted by the listeners. However listener should
nor insult or dislike the speaker . (2) Space Distance : Distance between the speaker and
the listener from long distance may effect the listening
(9) Positive body language : Listener should maintain process.
positive body language like nod of head, leaning
forward, maintain erect postures, during (3) Omniscient attitude of the listener : Many people
communication .Moreover listener should not create considered themselves as ‘ know all’ men . According
any type of distractions by using unnecessary body to them listening to others is pure waste of time. They
language. Many listeners revolve pen, notebook, or any are not listening to the speakers because they thing
other object in their hand. that they already know what he is going to say.

(10) Do not Interrupt : Listeners should not interrupt (4) Infrastructure :Poor Infrastructure may effect
the speaker unnecessarily. Many listeners have listening process. Lack of proper ventilation, light,
tendency to make remarks or comments during speech. acoustics can act as a barrier to listening
Moreover many listeners repeat the words and
expression of the speaker loudly. (5) Speed of the speaker : Speed of the speaker can act
as a barrier to listening. The Human brain receives
(11) Speaker’s use of appropriate body language sounds at a specific speed. If this speed is not
Speaker should use positive body language. Otherwise maintained properly, the listener’s may get distracted.
Listeners will be observing these body movements and
thereby neglect ideas and expressions of the speaker. (6) Speakers' Non-verbal communication : Speaker’s
no use of facial expression, gestures, body language,
(12) Listening should be taught as a skill : The art of eye contact and other factors can create barriers to
listening should be given importance in school and listening.
college curriculum. The skill should be taught to
students just like, speaking, reading and writing skills. (7) Voice and tone of the speaker : The listener will
There should be sufficient practice and opportunity to feel bored and fade up to listen to monotones speech.
enhance their listening ability. If the speaker’s voice is not audible, the listener may
not listen to it attentively.

(8) Lack of Factual Information : Many Times listener

do nor listen attentively and carefully because he does
not find any factual information in the speech

(9) Language of the speaker : If the speaker is using

high technical jargon and difficult words, the listener
will be clueless about the meaning of those words.

(10) Horn Effect in the Listener : The horn effect is

tendency to underestimate a person as bad in all the
fields because he is bad in one of the field. The
listeners reject and nullify the speaker’s chance to
speak for more amount of time because listeners
dislike the speaker .

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 Q-1 : Discuss important steps involved in planning a presentation.

Defining Purpose simple and direct language. (4) Structure of the

A presentation is the delivery of information on a presentation (Main point/ Sub point/ discussion
predetermined topic that you have created for a questions/ summing up Second main point/ Sub point/
particular audience. Presentation is the practice of discussion/ Summary Third main point/ Sub points/
showing and explaining the content of a topic to an discussion/ objections/ justification) (The body of
audience or a learner. Generally presentation is presentation contains the main or the central idea. (5)
arranged for an explanation of an issue, to bring Conclusion : Speaker should conclude the presentation
general awareness among the workers, for teaching by reviewing the main points. (6) Summary of whole
purpose, and to divert your target mass in particular presentation. (7) Recommending future action. Outline
direction. In short, presentation includes information, means the logical order of the presentation contents.
analysis, explanation and persuasion. presentation Presentation should be well planned and prepared and
have following purposes: rehearsed repeatedly.
(1) Presenting facts and information. (2) Reporting status/
providing updates of a project (3) Explaining procedure (4) Importance of Visual Aids
Scheduling a business activity/ task/ process (5) Examine
Spoken words are temporary. But if the presentation
result and analysis future task. (6) Negotiating (7) Target
achievement/ Training (8) Assigning tasks (9)Testing has been made using the audio visual aids, it gives
processes for suggestion and reviews (10) Inspiring the lasting effect. They will increase audience interest /
Illustrate key points / Help listeners retain information
listeners (11) Organizing business activities (12) Negativity
management / Help you deliver your speech better. Visual aids also
“The main purpose of presentation is generally to put increase audiences' interest in the presentation. Visual
forward the aims and objectivity of any given task.” aids helps audience to understand the meaning clearly
and properly.
Analyzing Audience and Locale
Before presentation, it is necessary to understand (1) Chalk Board : Chalkboards are the most traditional
audience’s level , expectations and their capacity to visual aids frequently used in the presentation.
understand. Audience Analysis will include knowing the Chalkboards are inexpensive and enable the audience
audience, grouping them, and recognizing their needs to make notes during the presentation. The presenter
and requirements. For audience, One should analyze can write down his plan on the chalk board effectively.
the audience on the basis of these questions : “Who are Tips for Chalk Board : (1) Improve your handwriting.
they ? What are their expectations of the presentation (2) Write legibly and slowly
? What is their level of knowledge? How familiar are
they with the subject? Why do they want to attend (2) Flip Charts : A flip chart can be defined as a pad of
your presentation? “ Mainly there are 3 types of large sheet of paper fixed to a stand, containing useful
audience groups : (1) Novice/ fresher (2) Intermediate/ information for the audience. Flip charts can be
Semi-literate (3) Expert/ Experienced . Location is also prepared in advance. They can be used again and
important to understand. Due to cultural differences, again. Flip chart enables the presenter to follow the
problem of accent /linguistics problem may arise. exact outline of the presentation.
Preparing Outline of Presentation : Tips for Flip Charts : (1) Preferable use two pads.
The outline of Presentation is helpful in planning the (2) Carry many markers with you (3) Use different
presentation. Presentation includes so many colors and font size for effects
information. Good organization of content is essential
for effective presentation. Arrange them into 3 parts : (3) Overhead projectors are used for screening
Introduction, Body, Conclusion. The presentation contents during presentation, Transparencies are used
should be prepared in following format : (1) Title: (2) for presenting ideas with the help of overhead
Purpose: (3) Introduction of the Topic : The projector. The projector has a heavy glass scene on
introduction comprises greeting, attention line, subject, which the film is placed. The image will be bright and
statement, quotation or a question. Introduction finally enlarged.
leads to the main body of presentation which Tips for OHP : (1) Make larger print (2) Protect the
introduces the central idea of the presentation in transparencies for better handling

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 Steps in Presentation (Contd.) Q-3 : Explain nuance / modes /methods
of delivery of presentation.

(4) PowerPoint presentation tool (Projector) is widely (1) Extemporaneous : Extemporaneous presentation is
used visual aid during presentations. According to one the most popular and effective method. It doesn’t
survey conducted by Microsoft every day 3 million require detailed preparation but to look the main
presentations are prepared on power point slides. points and start in front of the audience. It requires
Power point tools are easy to prepare, economical and best oratory skills. Here presentation sounds natural
transportable. You can use same ppt. again and again. and spontaneous so that speaker can establish rapport
These tools require computers, screens, projectors. with the audience through eye contact.
Tips for PPT : (1) Use acceptable fonts (2) Do not use
too many animations/ movements (3) Avoid using (2) Manuscript : It means the speech is written in a
comic sound effects paper and speakers has to read only. No need to
memorize content, just read. It is a permanent record
Extra Que. : Discuss Audio Visual Aids in of whatever you have to say. There is no chance to
Presentation. (Ans. Importance of Visual Aids) tamper with facts and figures. Since you are reading
from the manuscript, you get less time for making
proper eye contact, which is essential to feel the pulse
Q-2 : Explain importance of Non-Verbal of the audience.
Aspects/ Body Language for presentation.
(3) Impromptu : This type of presentation is done
Body language communicates without word but we without any prior preparation. This type of
generally communicate by nodding head, blinking eyes, presentations are often made at parties, dinner table,
shrugging shoulder, by hand movement, smile, and at any award functions.t is very natural in tone.
other physical activities. Personal appearance plays an
important role in presentation. Gesture also (4) Memorization : It is difficult method in which you
communicates important message by the movement of have to memorize all the content. Memorization
hands, eyes, arms etc. Facial expression can convey the requires too much of time. There are chances of
mood of the speaker, expression, reaction, feeling, making dull and monotonous presentation because you
anxiety, recognition, hesitation and pleasure. go exactly by whatever you have memorized.

(1) Appearance communicates how we feel about Q-4 : Explain Fundamentals of Good
ourselves and how we want to be viewed.
Presentation.
(2) Gestures can add impact to your speech. Similarly
an ungainly gesture can disturb the effectiveness of the (1) Effective Body Language : Write Que-2 briefly
message.
(2) Use of Visual Aids : Write from Steps about Visual
(3) The face is most expressive part of the body. A smile Aids from Question
stands for friendliness, a frown stands for discontent,
raised eyebrow for disbelief. (3) Good Method of Delivery of Speech : Que-3

(4) Eye Contact Looking directly at listener build (4) Analysis of Audience and Location : Que-1
rapport. Prolonging eye contact tells audience to pay
attention. (5) Organization of Content : Que-1

(5) Proxemics : The use of proper space/ distance is (Try to add all points of this chapter briefly in this Que)
very much important for your presentation

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