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English Language Communication Skills PDF

320 Pages·2010·44.72 MB·English
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------------~;:~~~@. ~------------ UrmilaRai Former Principal, Narsee Monjee College, Vile Parle, Mumbai. & Former Director, Pillai's Institute of Management Studies, Panvel, N avi Mumbai. .. ------------~ha =s ..~.......-. ·~r~~-~ ~~~.------------ ~, GJiimalaya GpublishingGJiouse MUMBAI • NEW DaHl • NAGPUR • BANGALORE • HYDERABAD • CHENNAI • PUNE • LUCKNOW • AHMEDABAD • ERNAKUlAIA • BHUBANESWAR • INDORE <D Authors No part of this books sball be reproduced, reprinted or translated for any purpose whatsoever without prior permission of the publishers in writing. Revised Edition 2010 Published by Mrs. Meena Pandey for HIMALAYA PUBLISHING HOUSE PVT. LTD., "Ramdoot", Dr. 8halerao Marg, Girgaon, Mumbai -400 004. Phones: 2386 01 70/2386 38 63, Fax: 022-2387 71 78 Email: [email protected]:www.himpub.com Branch Offices: New Delhi "Pooja Apartments", 4-8, Murari Lal Street, Ansari Road, Darya Ganj, New Delhi -110 002. Phone: 23270392, 23278631 Fax: 011-23256286 Nagpur Kundanlal Chandak Industrial Estate, Ghat Road, Nagpur - 440 018. Phone: 2738731, 3296733 Telefax: 0712-2721215 Bangalore No. 16/1 (Old 1211), 1st Floor, Next to Hotel Highlands, Madhava Nagar, Race Course Road, Bangalore - 560 001. Phone: 2228.1541, 22385461, Telefax: 080-22286611 Hyderabad .' No. 3-4-184, Lingampally, 8esides Raghavendra Swamy Matham, Kachiguda, Hyderabad -500 027. Phone: 040-65501745 Mobile: 09848130433 Chennai :. No. 85/50, 8azullah Road, T. Nagar, Chenn~i -600 017. Phone: 044-28144004/28144005 Pune First Floor, "Laksha" Apartment, No. 527, Mehunpura, Shaniwarpeth, (Near Prabhat Theatre), Pune -411 030. Phone:-020-24496323/24496333 Lucknow C-43, 'Sector -C, Ali Gunj, Lucknow -226 024. Phone: 0522-2339329 Ahmedabad 114,"SHAIL", 1"1 Floor, Opp. Madhu Sudan House, C.G.Road, Navrang Pura, Ahmedabad - 380 009. Phone: 079-26560126, Mobiles: 09327324149,09314679413 Ernakulam 39/104 A, Lakshmi Apartment, Karikkamuri Cross Rd., Ernakulam, Cochin -:-622011, Kerala. Phone: 0484-2378012, 2378016, Mob.: 09344199799 Bhubaneswar 5 Station Square, Bhubaneswar (Orissa) -751 001. Mobile: 9861046007, E-mail:[email protected] Indore Kesardeep Avenue Extension~73, Narayan 8agh.Flat No. 302, IIlrd Floor, Near Humpty Dumpty School, Narayan 8agh, Indore (M.P.) Mobile: 09301386468 DTP by Athurva Graphics Printed by. Hyderabad UNIT I 1. Role and Importance of Communication 3 2. Verbal and Non-verbal Communication 13 3. Barriers to Communication 29 4. Communication Mediums 42 5. Effective Coinmunication 56 6. Group Communication 64 7. Making Presentations --- 77 ... ---~~ UNIT II 8. Spoken and Written English 87 9. Etiquette and Manners 100 10. Vocabulary Development 112 11. Comprehension 125 UNIT III 12. Principles of Letter Writing 137 13. Layout of Letters . 152 14. Enquiries and Replies 169 15. Complaints and Replies 189 16. Memos, Circulars, Notices 210 17. Paragraph Writing 218 18. Writing Scientific and Technical Reports 226 19. Drafting and Delivering a Speech 242 ---~~;;.--- UNIT IV 20. Articles 259 21. Tenses 263 22. Active and Passive Voice 276 23. Direct and Indirect Speech 283 24. Degrees of Comparison 290 25. Common Errors 297 26. Concepts of Learning and Listening 305 . ~ ---.....i. Ibs.;;;;~ ~;;;;.ad~--- 1. Role and Importance of i Communication 2. Verbal and Non-verbal Communication 3. . Barriers to Communication 4. Communication Mediums 5. Effective Communication 6. Group Communication 7. Making Presentations CHAPTER ROLE AND IMPORTANCE OF COMMUNICATION The word communication is used in common talk, usually, to mean speaking or writing or sending a message to another person. Communication is really much more than that. It involves ensuring that your message has reached the target audience, (that is, the persons to whom it is sent) and that the receiver understands and responds as you want them to. It also involves ensuring that you yourself are able to understand, interpret, and respond to messages that you receive. Communication is an important aspect of behaviour; human communication is affected by all factors that influence human behaviour. In the last sixty to seventy years, the study of human communication has been strengthened by contribution from many disciplines. Definitions, descriptions of the process, and analyses of the elements of communication have been developed by many scholars. Role of Communication in Business Entry into a good organisation requires excellent communication skills. The primary element in the skills of management is competence in communication. It is the tool with which we exercise influence on others, bring about changes in the attitudes and views of our associates, motivate them and establish and maintain relations with·t hem. Communication is central to everything that we do. We do things in organisations; our family, school/college, office, hobby group, community group, our city/town are (3) 4 I Unit One English Language Communication Skills the organisations in which we live and act. Our activities succeed or fail, and our goals are achieved or not achieved, according to our ability to communicate effectively with other members. Communication plays a foundational role in the development of any healthy relationship. It can strengthen a mutual sense of commitment; it also helps to bridge the gap between people who have misunderstandings. Indeed, communication plays a critical role in all phases of interpersonal relations, from creating a relationship to maintenance of relationships. Communication is the mortar that holds an organisation together, whatever its business or its size. Without communication an organisation cannot function at all. Without effective communication, information cannot be collected, processed, or exchanged; words and data would remain isolated facts. With effective communication, multinational organisations which are spread all over the world can function like a . single unit. The most important foundation skill for anyone in the new world of work is the ability to communicate. This means being able to express your ideas effectively in writing and in spee~h-. Employers have always emphasized the importance of communication skills, and the current trends in the business environment make these skills even more critical. Owing to advances in information technology, companies downsize and decentralize, and work is increasingly carried out by teams. Team members must be able to work together to identify problems, analyze alternatives, and recommend solutions. They must be able to communicate their ideas persuasively to others. Ability to work well in teams, to manage your subordinates and your relationships with seniors, customers and colleagues, depends on your communication skill. Production of goods is of no use if potential buyers have no information about the product. Communicating to the public about the product is the essence of business. A large amount of communication in the form of advertisement and public relations is needed in order to inform the public and to persuade potential customers to buy the products. Business Communication The term business communication is used for all messages that we send and receive for official purposes like running a business, managing an organisation, conducting the formal affairs of a voluntary organisation and- so on. Business communication is marked by formality as against personal and social communication. It includes both written and oral communication. Letters, reports, memos, notices are all formal and part of commercial and business activity; so are interviews, meetings, conferences, presentations, negotiations. Some of these are more formal r-s Role and Importance of Communication Chapter 1 than others; a group discussion would be less formal than a company meeting; a letter is less formal than a report. Friendly chatting, letters between friends and family, reciting poetry for one's own pleasure or telling stories to entertain friends, are not included in business communication. The study of communication and efforts to develop skills of communication are needed because communication is absolutely necessary for business. And there is no one who does not have to engage in some kind of business activity. Persons in all professions need to cultivate skills as needed for their work. Doctors, engineers, chartered accountants, actors and others in the entertainment industry, managers of all kinds of organisations, educators, besides persons engaged in business enterprises have to engage daily in some kind of business communication. Attributes of Communication Communication has four attributes or qualities; understanding these attributes helps us to improve our competence and skills in communication. 1. Communication is unintentional as well as intentional. We do not always convey exactly what we want to; the targeted receiver may receive less or more than what we intended to convey. A casual observer (unintentional receiver) may receive information or ideas which we did not intend for him/her. OUf non-verbal behaviour conveys something about us; what we speak or write is accompanied by non-verbal behaviour. We cannot "not communicate"; even our non communication in words communicates something; for example, it may convey that we wish to be left alone. Communication takes place even when we do not plan it and when we are not conscious of it; we may communicate something that we had not intended to communicate. 2. Communication is a dynamic process. A process is an ongoing, non-static activity. Communication is considered as a process to emphasize that it is always changing, always in motion. A process is a series of actions that has neither beginning nor end. The notion of process involves a time dimension; which means that the characteristics, causes, and consequences of an act of communication are subject to change while the communication act takes place. An important element in communication is the concept of "change." Communication grows and develops; even if the same two persons exchange the same ideas again, the communication is not exactly the same as it was the first time, because the two persons have grown and developed and changed since then. Every time we consciously engage in an act of communication, we bring to it all our previous experience, feelings, thoughts. attitudes which have been formed by other communication events.

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