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Module 2
Employment Communication: Application Letter, Resume, References, Discussions In Groups,
Interview

Lecture No:4

APPLICATION LETTER
Applications are commonly invited for posts that are vacant in business or government offices. Letters
of application either in response to an advertisement or in the form of a self-initiated proposal are
called as solicited and unsolicited letters respectively.

Exhibit: 3.1

STRUCTURE OF THE APPLICATION FOR A POST

❖ Address of the applicant and date.
❖ The name and full address of the employer or the concern.
❖ Salutation.
❖ Body of the application.
• Introductory paragraph.
• Details of the applicant in paragraph or paragraphs.
• Concluding paragraph.
❖ Complimentary close of application.
❖ Signature of the applicant.
BODY OF THE APPLICATION FOR A POST
The opening paragraph should attract the attention of the reader and stimulate his interest to read the
letter further. In an introductory paragraph the applicant should state whether he has send the
application in response to an advertisement or at the suggestion of someone or on his own initiative.
Form the second paragraph onwards, should now give the details of the important points
mentioned in the introductory paragraph. It contains the bio-data of the applicant, such as, educational
qualifications, practical experiences, age, marital status, language known etc. In another paragraph,
references, if asked for, can be given with full address.
In applications, unwanted matter should not be written
GENERAL HINTS FOR LETTERS
• The applicant’s address and telephone number are at the top right corner of the letter.
• If the advertisement asks that the application must be written in the candidate’s own
handwriting, the covering letter should be neatly written in dark blue ink or ball pen.
• The letter should be addressed as indicated in the advertisement. If the letter is to be
addressed to a company, the salutation is ‘Sirs’. If it is to be addressed to an individual the
salutation is ‘Sir’. The complimentary close for an application letter is “yours faithfully”.
• Original documents like certificates are never enclosed with the application. Only certified
copies are enclosed. The original documents are produced at the interview.
Application may begin with one or other of the following forms like
• I would like to apply for the post of a System Administrator in your firm advertised in the
 “Indian Express” of March 22.
One of the following sentences may be added to the concluding paragraph if applicant feels so.
• I write this in the belief that my qualification and experience will merit your consideration.
• I look forward to an opportunity to be with you for an interview.

14, Secundrabad Road

Lucknow–234567
16 April, 2009
The Managing Director
G.E. Communication
Deen Dayal Marg
Lucknow–5465577
Dear Sir/ Madam
Your advertisement for the post of in Times of India of
dated __________________ interests me because I think I have the kind of training and
experience which you expect in the person you are looking for.
I have indicated details of my qualifications, experiences etc. in the enclosed resume for
your kind perusal but should you require any information, please let me know. I shall be glad
to give it either in person or by post, as you wish.
Yours truly,
Saurabh Srivastava
Encl: Resume
Exhibit: 3.2

RESUME
A resume is a summary presentation of person’s backgrounds, employments, qualifications and
intended career plan.
PURPOSE OF RESUME
1. To pass the employer’s screening process (requisite educational level, years’ experience etc.)
2. To provide contact information, an up-to-date address and a telephone number (A telephone
number that will always be answered during business hours).
3.2.1 Contents of a CV/Resume
Since the purpose of the resume is to present the information, there is no fixed rules for a resume
format. A resume should consist of the followingdetails
1. Name, address and phone number: Your name, complete address and phone number,
e-mail address and fax number.
2. Career objectives: Mention career goals and specific job objectives.
3. Education: Mention the name of each institution attended, city and state, name of the
degree/diploma or certificate you have received, the year of graduation and post-
graduation, if any, etc. If you are a fresh graduate in a field relevant to the job and your
percentage are good, listing your aggregates is a good idea.
4. Experience: Describe your major job responsibilities, skills and knowledge acquired on
the previous job. List your experiences in reverse order and with the latest and most
interesting coming first. You may highlight internships, training, voluntary work,
extracurricular activities, responsibilities handled etc
■■■

5. Interests: Your interests are best listed, if they are either unique or relevant to the particular
job. Professional membership, licenses/certificates are to be listed depending upon their
relevance and contribution to your value as an employee on a particular organization.
6. Personal details: It includes father’s name and mother’s name, date of birth, nationality,
marital status and address of the candidate. In case of two addresses i.e. correspondence and
permanent address, correspondence address should be mentioned on the top of the resume
and permanent address in the personal details.
7. Declaration: Declaration by the candidate that all the information written in the resume is
true and he/she will be responsible for any mistake. And it is undersigned by candidate itself
and also mention date and place.
8. Referees: The names and address of referees can be provided, if necessary.
Some Tips for Preparing an Impressive CV
9. Always put the essential things
10. Emphasize your skills, accomplishments and levels of responsibility attained.
11. The contents of the CV should be completely accurate and honest.
12. Use a clear font and a font size that is easy to read. The font size should not be too small or
too large. The ideal font size would be 12.
13. Ideally, a CV should not be more than two or three pages. It should be shorter for fresh
graduates.
14. Abbreviation should be avoided.

RESUME
My Name
My Street
E-mail: -xyz@[Link]
64 My street, My City 7X00074
Ph.: - 94330XXXXX(M) 2551XXXX (Resi)
Objective
Being a committed team player, want to be a part of a renowned organization, to contribute
towards the growth of the Organization, based on my expertise and to further my personal
capabilities by learning from the new exposure within the structured framework of the organization.
Expertise Summary
• To be an asset to the organization I serve.
• Expertise in HRD/Administration.
• A quick learner with ‘Can do’ attitude
Contd...
Key Skills and Management
Professional management skills
– Meeting objectives
– Identifying problems
– Promoting solutions
– Managing change
– Motivating and developing staff
• Well-developed and effective communication skills.
• Thrive in deadline-driven environments.
• Excellent team-building skills.
Professional Qualification
• MBA from XYZ University, specialization in Human resource [75%, May 2005 pass-out]
• Presently pursuing SAP training from Technology Foundation XYZ Centre.
PROJECTS
• Training Assessment Needs for clinical and non-clinical staff in Medical College, My
City (A project for My City Healthcare Ltd.)
• Manpower Planning in MY City Medical College, My City (Individual project under My
City Healthcare Ltd.)
• Motivational Factors (Extrinsic vs. intrinsic) on MIT Staff (Local project to be submitted
to college)
• Trade Union Activities (HR Project-Third Semester)-XYZ Paints Ltd. My City.
• Market Analysis of viability of Café XYZ Coffee Day in My City.
• Financial Analysis in XYZ Industry, My City
Training Attended
Organization : XYZXYZ CORPORATION LIMITED
Position : Trainee
Tenure : May 2006 – July 2006
Reporting to : Vice President HRD
Project Title : Project on “Critical Evaluation of Performance Appraisal in
XYZXYZ Corporation”
General Education
• Graduation (English Honours), My University, My College, 52%
• Intermediate (Humanities) I.S.C, My Convent School, 85%
• Matriculation, I.C.S.E., My Convent School, 70%
Computer Proficiency
• MS Office – Word, Excel, Power Point, Internet & E-mail operations.
Achievements
• 50% scholarship in MBA program.
• Certificate in Test of Proficiency in English Language.
Contd...
■■■

Personal Details
Date of birth : 12th April, 1984
Sex : Female/Male
Nationality : Indian
Marital status : Single
Language known : English, Hindi, and Bengali
Hobbies : Listening music, reading & playing sitar

Date:
Place: (MY Name)

Exhibit: 3.3

AMIT

OBJECTIVE
Relentless assimilation of my academic and managerial skills & orientation for positive
development.
PRESENT STATUS
•Working as a lecturer in Jonshon Academy where I teach Marketing and Strategic
Management related subjects in Bachelor’s and Master’s degree courses of Business
Administration.
Work experience: Total 5 years
Teaching experience:
• Working as Lecturer in ABC College of Engineering and Management, Jabalpur (July
2004 to August 2007).
EXPERIENCE
Industry Experience
• Worked as Placement Coordinator in ABC College of Engineering and Management,
Jabalpur. My job profile was arranging training and placement for the students (Oct.
2003 to June 2004).
• Worked as Field Development Executive in Sharada Agrico Private Ltd. New Delhi.
My job profile was related to Market Development and Customer Support especially
in the rural areas of the State of Madhya Pradesh, Satna region (June 2003 to Sept.
2003).
• Worked as Field Development Executive in Rajkamal Industries Ltd. (Chemicals for
Industry & Agriculture) Rajasthan. My job profile was related to Market Development
and Customer Support especially in the rural areas of the State of Rajasthan, Jaipur
region (Aug. 2002 to May 2003).
• M.B.A. in Marketing in 2000 from the Institute of Engineering & Technology,
Bhopal, affiliated to Technical University.
• Post Graduate Diploma in Computer Application from Bhopal University in 1998.
• [Link]. from XYZ College affiliated to Bhopal University in 1999.
Contd...
 Papers Published
• “Capability Approach vs Utilitarian Approach” (2006), DOGMAS A Caravan,
ISSUE IV.
• “Cultural Ethos and Blue Ocean Strategy for and as Innovations in Management
Practices” published in conference proceeding in 7th National Conference on
“Innovations in Management Practices” on 31-32 September, 2006 at IJKL
University, Timbuktoo (Nagaland).
Papers Presented
• “xxxxxxyyyyyyzzzzzz” 7th National
• , 2007 at iiiiiiiiiii University, Timbuktoo (Nagaland).
• “xxxxxxxxxxxyyyyyyyyyyyyyzzzzzzzzz” presented in the First Biennial International
Conference ‘New Age Entrepreneurship: Vision and Vistas’ at CESBM (Center for
Entrepreneurship and Small Business Management) on 9th-11th, 2005.
• “xxxxxxxxxxxxxyyyyyyyyyzzzzzzz”, presented at National Seminar, ‘Manthan’, at
Lakshy Business School, Lucknow, April 21-22, 2006.
Seminars, Conference and Faulty Development Programmes Attended
• Participated in National Conference on “Building Management Competencies in India
Business: Then, Now and Beyond” at xxxxxx University, Timbuktoo (Nagaland), 20-
21 January 2006.
• Participated in Seminar on “xxxxxxxxxxxxx” at LLL Institute for Special Education,
Nagaland, 4th March 2006.
• Attended Faulty Development Programme organized by IDBI, Tripura, December 2004.
EDUCATION
Extra Curricular Activities
• Coordinator circulation of college International Journal DOGMAS AND CIRCULATING
IT INTERNATIONALLY ACHIEVING THE SUBSCRIPTIONS AND GREATER
READERSHIP.
• Regularly attending Seminars and Symposiums organized by Bhopal Management
Association.
PERSONAL DETAILS
Name : Amit
Father’s name : Mr. Ram Sagar
Date of birth : 8th July 1979
Marital status : Single
Nationality : Indian
Address : 234, Lalit Nagar, Bhopal
Contact number: 956845125445

Date:
Place: (Signature)

Exhibit: 3.4
■■■

REFERENCES
A referee is a person who is ready to give an undertaking for another. The test and the interview con-
ducted by the employer enable him to select the candidates suitable for the work. But before the
appointment order is sent, it may be necessary for him to obtain information about the selected
candidate’s reliability, honesty, talent for the post and any other facts which may be useful for the
purpose.
Hence, the applicants are generally requested to name, in their application, a person/s who is/are
willing to be a reliable sense of information about them. While writing to a referee the following points
should be kept in mind:
1. Use polite language.
2. The letter must seek specific information about the applicant.
3. For maintaining the secrecy, the letter should be marked ‘confidential’.
4. For the convenience of the referee, it is advisable to enclose a prepaid self-addressed
envelope.
5. The referee must assure that the information supplied by him will be treated as confidential.

DISCUSSIONS IN GROUPS
Discussion is a method to develop one’s creative approaches to knowledge. In a discussion we learn to
listen to others because we deduce and believe to contribute positively. We learn to speak our own
points to others with more clarity. We also learn to create the points before concluding the views.
Discussion is a process of reflective thinking, thought and opinion. In a discussion we may
continue for some time with predetermined issues but we cannot sell our preconceived idea. It is
reflective because our thinking and opinion depends upon what others think and what others express.
A healthy and successful discussion eliminates conflicts and achieves a harmony. In a discussion each
participant presents his or her imaginative thinking by offering suggestions, adding ideas but different
the solutions until all ideas have been appropriately enumerated.
The salient features of group discussion are noted below:
1. Interaction: A basic feature of group discussion is interaction among the various members
of the group. They observe and communicate with each other orally by playing attention to
each other.
2. Group members: Group discussion is effective only when there is a group of members
which constitute leader and followers. The leader has to summarize facts and information,
integrates, simulate thinking, and agree to a solution of the problem. The members of group
become actively related to each other in their respective roles.
3. Involvement: The effectiveness and efficiency of a group discussion depends to a great
extent upon the active participation of the members.
4. Interpersonal desirability: Another characteristic feature of a group discussion is
interpersonal attraction. As long as interaction continues, likes, dislikes, behaviour,
temperament of members are known to each other. Among them empathy develops and as
such they share each other’s problems.
5. Pressure to obey the rules: In a group discussion, there is always an element of pressure
to obey the rules and norms. The pre-defined and established standards are always enforced
and followed.
 6. Discrepancy: A discrepancy is a conflict, difference, disagreement, among the members of
the group, which often arise during deliberations and discussion. It can simulate the
members to find new solutions to the problem.
Considerations in Group Discussion
1. Aims of discussion: The main aim of group discussion is to evaluate how we behave in a
group. Group discussion gives a platform to us to display our personality traits like our
intellectual ability, creativity, imagination and approach to solve the problems, leadership
qualities, conflicts and group behavior. In the purpose of our participation we judge the
clarity of our thought and the facility of our expression. In the process we also learn how to
communicate our ideas and thoughts effectively. They teach as how to get rid of our biased
judgements and avoid undertaking prejudiced actions.
2. Purpose of discussion: The main purpose of a group discussion is to present a platform
for group learning. It aims at creating an prospect to discuss a problem. The participants in
a group discussion attempt at solving it. They share findings of each other, analyze and
classify the established findings. Discussion as a process makes a group members think
together. The group does this thinking in a cooperative style for problem-solving and
decision-making. Group discussion plot intends to make responsible professionals out of us.
As a group there is a smooth flow of interaction and we learn the process of group dynamics.
3. Participants in group discussion: For successful group discussion there should be an
adequate number of participants. It is, however, difficult to spellout the number of
participants that makes the discussion functional. It is true that the nature and effectiveness
of discussion depends upon the number of participants in a one group. The ideal number of
participants for an effective and successful discussion is between five to nine participants in
a group. A faithful discussion, however, can take place when all members share views and
exchange information with each other.
4. Venue of discussion: A group discussion should take place in a carefully chosen room. It
should be well-ventilated and illuminated. It should have pleasant atmosphere having an
oval arrangement of chairs for participants in which all participants should get an
opportunity to see each other easily and equally.
It should start with the announcement of the problem to the participants after they
congregate. The participants are given five to ten minutes of time for assessment of problem
thoughts. Another way of holding it is by announcing the problem beforehand and the
discussion starts when all the participants come prepared to the discussion table.
5. Role of observer: A group discussion takes place in the presence of an observer. The role
of the observer is to learn and scrutinize the process of discussion. He or she keeps a watch
on the participants and their participation on the discussion.
Discussion Skills
For an effective participation in a group discussion, we require to improve our skills in speaking and
listening both.
SKILLS FOR SPEAKER
6. Command over the subject-matter: For effective discussion we should know how to
state our points that require specific attention and consideration. We should know how to
 explain, elaborate, compare, describe, illustrate, relate summarize and review matters.
7. Remarkable or impressive voice: A participant should have a pleasant and amusing
voice quality. He or she pronounces words with proper stress and accent.
8. Pronunciation: The participants should know how to modulate his or her voice with
effective pronunciation combining stress on syllables pronunciation.
9. Poise: A general poise and bearing makes us to maintain our cool. A poise doesn’t allow us
to pronounce someone or on some point of view. The poise includes our attentiveness,
calmness, a brevity attitude and confidence. All these help us participate efficiently in a
discussion.
10. Effective body language: For effective participation in a discussion, we should avoid
too many gestures or body movements while speaking. Our body language should not
display any antagonism, irritation, fatigue, panic, hurry or hesitation.
SKILLS FOR LISTENER
1. Positive approach: As listener also we should follow a positive approach for a useful
discussion.
2. Focused attitude: Our mind should be on the subject matter or on the problem of the
discussion. It helps to understand the speaker intention and also it makes easier to
understand the particular topic.
3. Systematic perception: For effective participation in a discussion, we should perceive
theviewpoints expressed in the discussion. We should interpret the viewpoint and opinions
ofothers rationally and objectively.
4. Detailed analysis: As a participant we should know how to listen, what to listen and get
the right meaning. We should know how to generalize or interprets the information
gathered.
5. Body language: As a responsible listener in a discussion, we should be frank, friendly in
receiving the views and opinions of others. Our gestures, therefore, should not be of hostile kind.

Review Questions
1. “A group discussion is the creative approach to knowledge.” yes or no
2. What is the purpose of resume
3. Which are the 2 types of Application letter
4. Mention any 2 preparations to be done by interview
5. Which order is best way while writing experience
Lecture No:5
INTERVIEW
It suggests a meeting between two persons for the purpose of getting a view of each other, or for
knowing each other or we can say thatit is the interaction between interviewer and interviewee. An
interview is a means of two-way communication.

Fig. 3.1

Types of Interview
1. Promotion interview: Persons due for promotion are interviewed even if there is no
competition. This type of interview is more informal and serves as induction for new
responsibilities and duties.
2. Appraisal or Assessment interview: An appraisal interview is one of the methods of
periodical assessment of employees. Annual appraisal interview is the best method for
judging employees performance. A face-to-face confidential talk is an opportunity for both
they discuss on several issues which are related to job. The focus is on the career
development, shortcomings, areas which need improvement, training,
opportunities for promotion etc.
3. Exit interview: An exit interview is given to an employee who has resigned or leaving the
organization. The organization can—
• Find out the precise reason for the employee decision to leave.
• Give information about PF, group insurance and how and when’s the dues will be paid.
• Get feedback on employee’s opinion about the organization’s policies.
• Check that all books, manuals, tools, equipment which were issued to the employee
have been returned as same.
4. Problem interview: Problem interview basically meant for those employees who create
problem. An employee whose performance or behavior is unsatisfactory in spite of
warning represents a problem. An interview is more likely to suggest a solution than
warnings and notices.
The reason for the employee’s poor performance can be found out in a face-to-face talk, it
may be domestic problems, health problem, lack of training or dissatisfaction with job,
environment problem, hierarchy problem etc. Many organizations have facilities for
counseling staff, the employee may be offered a session with the counselor.

5. Stress interview: A stress interview puts the candidates into difficult situations in order
to test her/his reaction to stress. This method is used for selection for positions in which the
person must be able to face difficult situations without getting upset. A stress interview tests
such qualities as courage, tact, cool temper, and self-command, on candidates which
is needed when confronted by other individual or groups.
6. Selection interview: The most important objective of the selection interviews is to
 measure the suitability of the candidates for specific jobs.
Employment interviews are usually taken by a panel of interviewer. An interview may take
time from 10 minutes to 45 minutes or even longer. Interviewers spend more time on good
candidates.
Candidate’s Preparation
In interview not only information and knowledge of the candidate assessed but the whole
personality is assessed. The candidate must be physically, mentally and psychologically prepared for
the interview.
PHYSICAL PREPARATION
7. The candidate is likely to be properly groomed and formally dressed. Clean and well-cut
nails, properly combed hair, well-fitting clothes, neat footwear and a suitable handbag or
brief case are the normal requirements of formal appearance.
8. Posture. The way a candidate carries him while standing, walking, sitting reveals a good deal
about him. Self-confidence, nervousness or over-confidence, are all reflected in the posture
and bearing of the candidate.
9. Good etiquette is necessary for interview. The candidate must know what the suitable
greetings are for the day on a particular time.
• Do not offer to shake hands unless it is offered by an interviewer.
• Do not sit until you are asked to sit down. If you are not asked to sit then take
permission from interviewer to sit.
• Take care, while handling the chair. It should not be dragged noisily. Sit comfortably
and with good posture.
• Do not put elbows or hand on the table. Practice keeping hands comfortably when you
are not using them.
• Maintain comfortable posture throughout the interview.
• At the end of the interview, remember to thank the interviewers and wish them Good
day.
MENTAL PREPARATION
1. It is advisable to new job-seekers, that they revise concern subjects. Knowledge in the field
of specialization must be up-to-date, take a look at your bio-data and be prepared to give
more information about your interest.
2. Important current issues in the country and in the world will be asked at the time of
interview. Regular reading of newspapers, listening to TV news and discussion on
current issues are suggested.
3. Information about the company where you go for interview, its owners/boards of directors,
its product or services, its turnover, share capitals, market value etc. are available in the
company’s annual report or it is also available at the internet.
PSYCHOLOGICAL PREPARATION
1. Honesty and openness in answering questions is the best policy. Dishonesty generally makes
a bad impression in the mind of the interviewers. It is better to admit inability to answer a
question than to pretend and guess answer.
2. Salary is a topic that must be discussed at the time of interview. It is important to talk about
the compensation package without appearing to be bargaining, or being driven or defeated.
3. A candidate must have the clarity of purpose and determination to want to know her/his
prospects in the organization. Information about the nature of duties, working time,
deduction, future prospects, other benefits and any of the desired information must be
received before leaving.
SELF EVALUATION
1. Anyone who wants to be successful in life must make a good self-evaluation. Knowledge of
 one’s strengths and weaknesses is very useful in gaining self-confidence.
2. Parents and close friends can help in pointing out faults or limitation and in correcting them
and also in finding out strong points and strengthening them.
3. Coming to terms with oneself, knowing how to deal with one’s faults, and how to make good
use of one’s talents and skills is excellent preparation for an interview. It adds a great deal of
self-confidence and poise to the personality.
Interviewer Preparation
10. Preparation for the interview has to be made well in advance. The received application are
sorted and scrutinized and qualified candidates are selected for interviewing.
11. A panel of interviewers is selected on the basis of requirements of the job and the assessment
which has to be made at interview.
12. A date for the interview is fixed, and the interviewers as well as his selected candidates are
sent letters informing them of the date, time and place of the interview.
13. On the day of the interview, the room in which the interview is to be conducted is suitably
arranged. Another room near the interview room is also arranged for the candidates to be
seating while waiting to be interviewed.
14. A senior office staff and a peon attend to the needs of the waiting candidates. Each panel
member has to examine the bio-data of candidates and prepare questions based on the
bio-data for each candidate.
15. Develop rapport to encourage the candidate to be involved. A candidate is more willing to
speak openly if the interview show respect and understanding of his/her needs.
At the time of interview the interviewer must consider the following points:
1. A relaxed atmosphere can be created by interviewer having a brief conversation unrelated
to the interview and by using the candidate’s name.
2. Friendly responses to what the candidate says make the candidate comfortable and
encourage him to speak.
3. A candidate must never be humiliated even if it is obvious that he is unsuitable.
4. If the interviewer conducted a stress interview than after the interview candidate should be
told that it was stress interviewing and that he need not feel anxious about it.
5. Leave taking must be pleasant and sociable, with response to the candidate’s wishing.
3.5.2 Interview Do’s and Don’ts
With the requirements of the position in mind, the interviewer will search for your strong and weak
points and evaluate your intellect and the abilities that you have developed as a result of your
education and past experience. They will also be interested in personal characteristics such as your
motivation and the way you present yourself.
THE “DO’S”
• DO follow the interviewer’s leads and prompts, reading whether your answer is going to be
too long or if further information is required to explain on a point made.
• DO make sure that you highlight your strengths to the interviewer in a factual, sincere
manner. Provide specific examples of your abilities that demonstrate positive outcomes or
achievements.
• DO realise that the interviewer will ask you questions about your skills that relate to the
selection criteria or the requirements of the position. If the position requires technical or
special knowledge, you can expect to be asked a question that involves applying theory to
solve a problem.
• DO make sure you leave the impression that you are more interested in the activities
involved in the job than the promotional opportunities or benefits that the organization may
offer.
• DO always indicate your interest in the job for which you’re being interviewed. Never close
 the door on an opportunity. It is better to be offered the position so you can consider it in
relation to other jobs for which you are applying than to not have a choice.
• DO ask questions when given the opportunity.
• DO take advantage of the opportunity to add anything else in your favour if asked.
THE “DON’TS”
• DON’T answer questions with a simple “yes” or “no”.
• DON’T respond in a general, vague, or hesitant manner. Keep in mind that you alone can
sell yourself to an interviewer. Project a sense of purpose and direction.
• DON’T ‘over answer’ questions. The interviewer may steer the conversation into politics
or economics. It is best to answer the questions honestly
• DON’T ever make derogatory remarks about your present or former employers.
• DON’T enquire about salary, holidays, bonuses or retirement at the initial interview.
• DON’T lie. Answer questions truthfully,
• DON’T focus on negatives: emphasis positive outcomes and learning experiences. Negative
factors frequently assessed during an interview that most often lead to rejection include:
• lack of interest and enthusiasm.
• lack of preparation, failure to obtain information about the job and organization.
• inability to express thoughts clearly, poor diction or grammar, and lack of poise.
• lack of career planning, purpose or goals.
• lack of tact, maturity, courtesy or professionalism.
• evasive – making excuses for poor academic record or other un favorable factors.
• overbearing, aggressive, arrogant or conceited.
• over-emphasis on money – interested only in remuneration.
• persistent attitude of “What can you do for me?”
• failure to ask pertinent questions about the job or the organization.
Make sure these negative factors do not apply to you on your interview. And try to overcome
these factors so you should better present yourself in the interview.

ORAL COMMUNICATION
Oral communication is the communication where the message or information exchanges by spoken
words. It can be done by both face to face and also through mechanical devices. And definitely both
will take place an important position in the organization. In an organization face to face
communication can be done through conference, seminar, group discussion, personal interview, etc.
Mechanical devices play an important role in modern business communication process which
include signals, telephone, mobile, e-mail, fax etc.
Advantages of Oral Communication
1. Speed: Once you make contact with your audience, there is no time lag between the
transmission and reception of massage.
2. Speaker is able to get personal attention of the listener: You might spend hours
drafting a memorandum, letter or report only to have recipient scan if superficially or not
read it at all. In a personal contact, however, you have much more command over the
receiver’s attention.
3. It saves time: Where action is required to be taken immediately, it is advisable to
communicate orally.
4. It saves money: At one time you can communicate with more than one person and it
saves money as compared to the written communication when it is within the organization
5. It allows instantaneous feedback: When you speak directly to one or more listeners,
 you can respond to questions as soon as they arise.
6. Supplemented by non-verbal clues: The person receiving oral communication can
combine it with the expressions and other non-verbal clues around the speaker,
7. It is extremely useful while communicating with groups at meetings, assemblies, etc.

Limitations of Oral Communication

Although it has many advantages, oral communication is not always the best approach. It suffers from
the following disadvantages:
1. No evidence: There is no documentary proof of oral communication and as such the
impact of oral communication is purely temporary.

2. The lengthy messages are not suitable for such type of communication, because of poor
retention power of human being.
3. Expensive and time consuming when the communicator and receiver are separated by longer
distance, personal contact is expensive and time consuming. Even a cross-town trip for a
half-hour meeting can take most of the morning or afternoon, depending upon traffic or
weather.
4. Not appropriate when the matter is controversial.
5. Serious deliberation is not possible: A serious thought is not possible on the subject
because the receiver has to take an immediate decision in response to the communication
received.
6. More prone to physical noise: An oral message has more probability of getting distorted
because of physical noise of speech, somebody interfering in between, and likewise.
7. Oral massages do not have any legal validity unless they are taped and made a part of
permanent record.

Review Questions
1. What is interview?
2. You should sit in chair as soon as you enter the interview room. True/False?
3. What is oral communication
4. What are the advantages of oral communication
5. What are the limitations of oral communication
6. “Self-assessment is required before interview.” Do you agree with statement
Lecture No: 6
TWO SIDES OF ORAL COMMUNICATION
The sender and the receiver are the two sides of oral communication. As sender, what are the different
methods for making oral communication effectively are described in other section of chapter but as
the receiver oral evaluation may include both positive comments and areas for improvement. Let
us suggest the following to receivers for providing oral or written feedback to oral presentations:
• Be descriptive. Describe what you observed the speaker doing rather than passing
judgment, e.g. say “I did not hear a concluding statement” rather than “That was a stupid
way to end your presentation.”
• Be specific. Give the speaker enough information so that she/he can improve for the next
presentation, e.g. say “I would increase the font size on your PowerPoint slides because I
had trouble reading the slides” rather than “Your visual aids were ineffective.”
• Be positive. “Sandwich” comments such that you begin with a positive comment, then
offer suggestions for improvement, and end with a positive comment.
• Be constructive. Give specific suggestions for improvement rather than simply telling the
speaker what they did wrong.
• Be sensitive. Use tactful language in giving feedback rather than offering blunt suggestions
or comments, e.g. say “Speak a bit louder so those in the back of the room can hear you”
rather than “I couldn’t hear a word you said—speak up!”
• Be realistic. Give the speaker feedback about things that he/she can actually change. Telling
a speaker that she/he is too short is not helpful.

PRINCIPLES OF EFFECTIVE COMMUNICATION

For making oral communication effective a speaker should take care of their body language,
paralanguage, presentation style, time, place, etc. for details please refer chapter 2, section Seven Cs of
oral communication and also refer chapter 9, for Effective presentation.

EFFECTIVE LISTENING
Listening is the receiver’s activity in oral communication. The listener has the responsibility to be
attentive and to make effort to understand the meaning of the speaker. Of all skills of communication,
listening is the most importantof all. The higher your position in an organization, the greater is your
listening responsibility.
Johnson: The ability to understand and respond effectively to oral communication.
M.V. Rodriques: Listening is a process of receiving, interpreting and reacting to the message
received from the sender.
Leland Brown: Listening is an activity that can be turned on and off consciously and
unconsciously. It starts with the receiver’s becoming aware that they should listen and become
attentive to what is being said.
LISTENING PROCESS
Stage I: At this stage, the listener simply paid attention to the speaker to hear the message. If you
can repeat the speaker’s words, you have heard the message.
Stage II: This depends on the listener’s vocabulary, knowledge, experience and so on. If the
listener fails to interpret the words correctly the message is misunderstood.
 Fig. 5.1: Listening Process

Stage III. At this stage the listener decides what to do with the received information. When you
are listening to a marketing talk, you may choose to believe or not to believe what you hear. The
judgement you make at this stage of evaluation are crucial to the listening process.
Stage IV. The listener’s response to the message may be in words or in body language. The
response lets the speaker know whether the listener has got the message and what his/her
reaction is.
ADVANTAGES
1. Listening helps to know the organization.
2. Listening helps to make better policies.
3. Listening is important for the success of the open-door policy.
4. Listening helps to spot sensitive areas before they become explosive.

Guidelines for Effective Listening

1. Eye contact: A listener must exhibit a behavior of making eye contact. It encourages the
speaker.
2. Bodily exhibitions: A listener must show himself that he is interested in listening. Non-
verbal signs can be used to exhibit affirmative head nods and appropriate facial expressions,
eye contact etc., convey certain things to the speaker.
3. Avoid distracting actions or gestures: Looking at one’s own watch, shuffle papers,
playing with pencil, reading newspaper or letters and other distracting activities should not
be practiced.
4. Ask question: An effective listener always asks questions, clarifies doubts, seeks
explanation and ensure clear understanding. This makes the speaker realise that he is really
listening.
5. Put the speaker at ease: By your attitude, help the speaker become relaxed and aware of
willing listener. Be not only seen to listen, but felt to listen.

6. Avoid premature arguments: Don’t interrupt to question or argue about facts, ‘That is
not so…….’, ‘prove it…..’. Good listener interprets the speaker after completing his
speech.
7. Listen patiently: The speaker is entitled to be heard, even if you feel his approach is
wrong.
8. No personal bias: It is always desirable to drop personal biases and attitudes about a
speaker and his views. This one is the wrong habit and sometime for this reason speaker
 feel uneasy.
9. Observe non-verbal cues: Search out the main points. Observe the non-verbal cues like
tone pitch, physical gesture etc., which too convey meaning to the message. A listener may
note them down as these will help in revealing if the speaker appears to be sincere in his
views.
10. Avoid fake attention: Many listeners develop the habit of faking attention. They
steadfastly fix their eyes on the speaker and try to project themselves as good listeners. They
usually miss out many important points made by the speaker.
NON-VERBAL COMMUNICATION
Verbal communication refers to the communication which occurs with the help of words. A verbal
contact, therefore, suggests an oral contact and verbal evidence denotes oral evidence. Non-verbal
communication refers to the type of communication that does not use words.
Non-verbal communication is closely associated with the power of observation. The receiver of
the communication should be in a position to clearly see the face, the gesture, the tone, the dress, the
appearance and also hear the voice of the communicator. Since it is through observation, non-verbal
communication may be both intended and unintended. It is intended when the communicator tries to
convey certain messages to the target group through conscious gesture, postures and other forms of
body language. Non-verbal communication is unintended when the body language, posture or
appearance of the communicator is interpreted by the receiver, even though it is not done consciously.
A sloppy posture or a casual attire (cloths) may be interpreted as lack of seriousness, although the
speaker may be quite intent.
Importance of Non-verbal Communication
1. For conveying ideas related to geography, maps, charts, graphs etc. At a glance, the receiver
can understand the matter, because non-verbal methods can present a large amount of data
in a compact form.
2. For traffic signs and signals, non-verbal communication is absolutely essential because there
must be instant response from the drivers or pedestrians.
3. Every human being normally respond quickly to colors, pictures or sounds than to any
language.
4. The only method to convey illiterate people through non-verbal symbols.
Body Language
Body language means the changes that occur in the body position and movements that shows what the
person is feeling or thinking. Much of it is involuntary and unconscious most persons are not aware
of their body language. But it makes powerful impact on others.

Body language can be divided into conscious and unconscious:

Unconscious movements are of biological origin, acquired habit and cultural customs are as
follows:
Biological: Certain body shapes, skin color and features cause persons to have some kinds
of gestures, expressions and postures.
Habitual: Some movements and expressions are learnt as habit in the process of adapting
oneself to the environment. They also arise from one’s occupation which requires constant
 posture or movement of certain kinds. Certain speaking styles and phrases are also
occupational habits.
Cultural: Customs like not sitting cross-legged before elders, not looking straight in the eye
of elder or senior, are culture specific. Customs of receiving guests

Conscious movements: postures and voice modulations are deliberately used. Actors are
specially trained for this, skilled communicators, especially good presenters also make
conscious use of body language.
APPEARANCE
A person’s general appearance depends on several things. Two of the important factors that contribute
to appearance are grooming and personal hygiene. Care of skin, nails, feet and hair are expected
standards. A person who neglects these aspects makes an unpleasant impression. Appearance makes
the first impression, lack of neatness or cleanliness, carelessness in grooming, clumsy clothes make a
negative impression. Poor health is easily reflected in the appearance.
FACIAL EXPRESSIONS
It is said that the face is the index of the mind. The thoughts of the mind and the feeling of the heart
often find expression on the face. A cheerful or appreciative smile, displeased frown, a look of surprise
and several other expressions of the face can convey, with or without words.
EYE CONTACT
Eye movements is a key part of facial behavior, directing other’s attention or showing surprise or
happiness and other emotional displays. Eye contact between speaker and listener is necessary for
indicating that both are interested in the communication. While making an oral presentation it is
important to create rapport with the audience with eye contact.
The comfort level for eye contact is three to five seconds, if eye contact is held more than 3 to 5
seconds it can cause discomfort to the other person. It is commonly believed that avoiding eye contact
indicates that the speaker is lying. Persons who lack self-confidence also generally avoid eye contact.
SMILE
A smile is a very potent form of facial expression. It opens the door to communication. A natural,
pleasant smile carries great significance in establishing and sustaining human relationships. The
significance of smile is beautifully brought out in the saying, “You are never fully dressed unless you
wear a smile.”
POSTURE (BODY POSITION)
Posture refers to the way one stands, sits and walks. The position of hands and legs and other parts of
the body reveals not only an individual’s state of mind—whether he is vibrant, alive and dynamic,
nervous and jittery, confident and self assured etc. but also his grip on the subject matter of
communication. An efficient speaker stands tall, feet together with the weight directly over the instep
keeping his chin on a line parallel to the floor or at right angles to the backbone. Standing in this
posture before a group is essential for successful speaking. A speaker with a drooping shoulder and a
postruding stomach seems to be tired and worn out.
The sitting posture also show your personality. In a group discussion a participant when takes a
turn to speak changes his posture.
The walking posture may convey how confident or diffident, energetic or withdrawn a speaker is.
For gracefully a speaker should remember to move his or her legs freely from the hips, lift to move his
or her feet from the floor, walk in straight line, avoid stride or taking tiny steps.
For effective speaking, naturally one should cultivate how to shift his or her posture, how to shift the
weight of the body on the legs while speaking and to learn where to place his or her hands.
GESTURES
Gestures play a significant role in making the intent of the communication effective and content
productive. The gestures like playing with the ring, twisting a key chain or clasping one’s hand tightly
may indicate the state of mind of the speaker affecting both the encoding and decoding of his/her
message in communication.
An efficient speaker learns to inculcate appropriate gestures by practising the same in front of
mirror. He/she also seeks the guidance , in this regard, from his/her friends and colleagues. However,
in the use of gestures one should be constantly self-evaluating judging and using the right gesture for
the right impact. It is also true that on making gestures one should be careful and cautious about the
cultural limitations, sexual implications, moral bindings. Gestures do add meaning to the message but
they may turn awkward if not used keeping time, place and person in the communication. Some
example are handshake, sitting position, thumbs up, hand to face, head nod, collar pull, thumb and
finger rub, eye signals, wink of the eye etc.
CLOTHING AND ACCESSORIES
Clothing is very important aspect of body language. It requires judgement to make a subtle impression
by what you wear. The color, design, cut and fitting, combine to make up the dress.
Accessories like tie, footwear, jewelers need careful selection and should be comfortable to wear.
Handbag or briefcase is included in accessories. Whatever you carry on your hands ought to look
comfortable and gracefully carried, otherwise, it will convey a poor image.
ENERGY
Energy and enthusiasm as an aspect of body language is hard to describe, but most people have
experienced the impact of a person with a high level of energy. State of physical and mental health
play a large part in body language. A person’s enthusiasm is reflected in the style, it is usually
infectious and make listeners also feel enthusiastic.
TIME (CHRONEMICS)
Time given to listen or to speak to people creates a sense of self-esteem in them. It is equated with care
and concern. A person who uses one’s own time and other people’s time wastefully, creates an
impression of being inefficient and disorganized. A sense of timing in conducting meetings, in
conveying good or bad news, in making a presentation, generates respect and goodwill.
SPACE DISTANCE (PROXEMICS)
Each communicator has a personal zone and territory built or constructed around himself or herself
which he or she does not allow to invade during communication unless the relationship between the
speaker and the listener is intimate. Edward T. Hall has described human relationship in terms of four
kinds of distance as:
1. Intimate– Physical contact to 18 inches.
2. Personal–18 inches to 4 feet.
3. Social– 4 feet to 12 feet.
4. Public –12 feet to range of eyesight and hearing.

Intimate

Personal

Social

Public

Fig. 5.2: Proxemics

Without question, the type and quality of our communication activities differ in each of these four
zones. But remember that we determine these areas individually and can change them by changing our
physical location. Thus, they are specific to us personally.
Space distance differ from one culture to another. Space distance may be sometimes misconducted
and affect the communication and the message content. However, in a heightened emotional state of
mind the normal distance might be ignored.
Paragraph Language
The non-verbal aspects of the spoken words are known as paragraph language. It includes the qualities
of the voice, the way we use our voice, as well as the sounds we make without uttering of the words.
VOICE
Voice has characteristics like
• Tone is the quality of the voice.
• Volume is the loudness or softness, which can be consciously adjusted to the number of the
persons in the audience and the distance between the speaker and the listener. Speaking too
loud shows lack of self-command or abrasive nature.
 • Pitch is the high or low note on the scale. A high-pitched voice is often unpleasant, and
suggests immaturity or emotional disturbance, a frightened person speaks in a high-pitched
voice. It is better to begin softly, in a low pitch and raise the volume pitch as required.
SPEED
Speed is factor of speech. Rapid speech indicates excitement. We increase speed of speaking to tell an
interesting story and reduce speed to explain a difficult idea.
PRONUNCIATION
Pronunciation means the accepted standard of the way in which a word is said. Correct and clear
pronunciation is important and indicates that the speaker is careful and has consideration for the
audience.
ACCENT
Accent is the way a person pronounces the sound of the language. Every language has its own accent
or way of forming the sounds, we carry out mother tongue accent to other language. Good accent in a
new language is learnt by listening to native speakers of the language.
STRESS
Stress on a particular word in a sentence can change the meaning and implication. Try reading the
sentence, ‘what you did in last meeting?’ by stressing a different word each time.
SILENCE
Silence can be very effective way of communication. Silence is a difficult method of communication to
use as it takes a good deal of self-control and self-confidence to be able to hold one’s tongue. Short
silences or pauses are very effective in giving emphasis to words. A pause before or after certain words
makes the words stand out from the rest.
Non-verbal Aspect of Written Communication
• Colour
• Pictures
• Diagrams
• Graphs and Charts
• Maps
• Flow Charts
• Signs and Signals

Review Questions
1. What is effective listening
2. Which are the two sides of oral communication
3. Which are the non-verbal aspect of written communication
4. What is the difference between Unconscious body language and Conscious body
language
5. Body languages play an important role in oral communication. yes or no
6. Define nonverbal communication
7. Listening patiently is an important listening skill.” Do you agree with this
statement
22 / Business Communication ■■■