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T rcHxrc AL C orttutu rqrc ATI o N
M
ffio--unication
cming and Detruritim : The md Communication is of latin origin, derived fton tlrc I:lin
\f
LY L alsrd @ffiwriru*, wtridr means to share or ou*range infonna-tion, news and views etc The O:dord
Adrnnccd Leamer's Dictionary &frres the word onrmunication ,8 r)rc'ar;tivitJt or ?rms I qr*sing
iees ailtfulhgs o of Cifiry leoplc t {omtior', In brid, communication ean be cdted an act of transferring
an idea or some news ftom one person o another.
:
While.defining communication, Pautcy and Rioird.n write, r&rmunicatut is tlu d 6 tmiailg ot iilca

fun ou,prw b andw. C-onawicaiu fuqs,t4taua dt hait tno ppl4 dtc tado t th. nuxagc anil ib
twbd. Hf,N',scrukt actuaty rcf€rs to the writer orspeaker mdrairz to rcadcr o-raudignce. According to
K€ith Devfu, '@mutittun A *c azwfu of tfornaAn eid atulaianilittglmt oru paw b mthcr pawn.
It it a ,iE, ol nidri:,g ofrat nid. ft6, Au,s,'dtoudhf, anil iltb. Aiicricim lvlanagienrent Association
defines commrmicetion as'bdutiw tlut tqtla tn ar xhagc of ntqtW,

Accordin! to ihis tlefiniUon meming is ctnual to cori*u.reti6.. Thus, communication, in brief, is a

ffi fUeaning ana OeRnition of fecfr;icat Communication

The word'tecfrnical', as deftied by tfre Odord rdd\ranc.d Learner's Dictiqrary, rcfcrs to something
'oowd nilh rtr fs.dc4l ux of dtitutX, ,ruituits ctc. iil rduncc eit iruttlsbt'. Technical communlcaUoir"
thereforc, mems tlre transmissiont of facts, figurcs, idees and dl sorts of scientific and technical
infoimation ftom orie indhriduil to anotlrer.
 Prorrslouer CoMMUNTcATToN TEcHNIcer Cour'tuNlcATloN
The teclmiel commietion may be spoken as well as written. The technomts2 may conduct their
prcfessional jobs sometimes through oral communication which is performed thtough speech while
- -Ittb? rueanins of Generat Communication
sometimes wittm mmunietion which depods on dle wrinen words becomes necessary. Hence, the doubt' is m
Communietion is m integral Part of every person's life' Effectire comunica,tion' 11
technologist has to be proficient in both types of redmical commiqtion+ml ild miften. for social relationships,
important part of our professional life. Ukewis comuhietion is imPortant
AII commietion, general br techniel, involves two persons in the press in which one is a speaker or a inJemational contacts when people verba[y'or nonverbal]ye, in sPeech or
in witing sh*e with other
miter and thi otlts is a listmq or a reader. At the outset3, the speaker or a witer encodes a concept percns t}eir vieffi, intercsts, ofinions md so on. This type of corilnunicauor whidl is not specific is
md as such it diffes ftom technical communication' The table,
which he wan* to communicate. At the second stage, that message or conept is decoded by the listens or termed as general commmication
the reader and c6nverted into meming. At this stage of decoding, t}Ie receiver analyaes md interprets the mentioned below, hig$igtrts the features of teclnicd md gmeral commmietion'
meming of the message so that my confision or misndestanding can be avoided. However, the technical
commuistion m be intemal or extemal.

.,'{yt--
:** Importance of Technical Communication

technologr. In the wenteenth century English uade at intemational lml progressed tremendously
which rcsulted in increased intemational comuication. The fomdation of Royal Society in 1560
Promoted the scientiffc researches md e<perimentations. The scientists need to prepare their reports and
technically Mitten artides. These artides reie mitten in plain English md alm in lucid and acmte
style. The doe of eighteenth c€ntlry is maJced by the outbreak of industrial rwolution. The early
nineteenth century witness€d an outgrowth of industies which also helpea in Uringing about a son of
revolution in tlre field of tectrnical writing. Technical comirunication both oral tr well as witten eme to

Tlre present century is known for the growth of industries, science and technblory. Thqe is rcvolution in salient featues
the field of commiotion technolory md the scope of technical communication is very wide. Today rc In most of the olgmizations terhnical comr4rmication takes place in written form. some
of technical writing are mentioned belon':
have imumerable national md intemational companies in our comtry. Consequently, technolory has
become the rvatch word of the present crntury. There is qgent need of fast means of commmication.
Today we hare a&nnced means of comuication such as computss, e-mail, int€met, mobile phone etc. ;;:iij& 1

which.help the.tectrnocrats in vuiou frelds. Technical communication--otal s well a mitr€rhas.- EGEI features of Technical Writing
gained prominence.in the wake of these modem mms of communietion. In the technological era of rhe
Written communications are a powerfirl medium in all walks of life' The scientists' mginem,
researches
new millennim6 also, it is important to get success in business md technology. . writing. In general witing,
and doctors write.repons and frescriptions which aft different ftom general
a dear and smmth
The presmt century witnesses a rerclution in the field of the means of technical miting. The industrial the ffiit r often indulges in bombasttu style but in technical $,riting, he- dorcIops
'
rwolutiol ha effected signilicaltly _thg mean: of comuietion tedrnolory. Earlier people used to style. Some impoftafit fedtiii€s aiftechnidilwiitiiig aic nientionbdbElow:
document the prcceedings of their research with the h+ of tEditional i.e* b.t-co^puter, the theabstrut
i.,Useoffaiiiliiiandeisy*bidsrlirprbfessionalandtechnicaltuiting,insteadof
innovationz of modern times, has enabled technuats now to prepare their iehnicd reports, pmposals, , Wds;,familiar words should be used. Technical wfiting does not require verboser2'style or
cirounlocutionl3. Hmce, the witer should not use too my words where few would
letters, irnemos, e-mail messages, professional sumaries and so on more speedily and also more do since
efficiently. T,hese official tlre main Point-
help people to supply and recrire informatio-n, ,Moreover, mobile wasivera ulk will divert the attention of the miter m well m of the reader frcm
phone and othe-i means o-f lnf-oru.ratio.n and cainmimicaiion-tecluiology whlch-dre;the-gifts of indusuial
2.Useofclearsentmces:I}rewritgshoddplace$eminideattlreogtsqltl€shouldfollow
revolution make professional intemc.tion possible md also help people to pach t9 their professional md "' nomal rioid oider - subiect- Veil-oflect. In thii word order, the fust sentence is the topic _lntmce
orgmizational goals. - His style
iir which ttre main idea is presented. Later, tlre witer develoPs the idea in dear sentenes.
isnotsuPerflriousorredundmtrs. '' ' '

.'
2. Experts in Engin€qing; 3. Ecgimin$ 4. Inportme; 5. Take leading part; 0, A peiiod of tlrosmd;m; 8. Relating to wrds;9. Having w of no rc"ds; iO' SuFrflrms; 1l' Pomlnus; 12' Using morc mrds thm re
7. DiscovEry. *tea; tS. Usc of mny mrds wlrre fw rculd do; 14' Seeking to *ade; 15' Superflum' mecsary'

Iir----
 6 PnorrssroNel CouMUNrcArtoN TEcHNIcer Coutr,tuNlcArloN
3. Use of sentsrces of moderate length : Experts'are of the opinion that sentences should bc of ffiaffi
-
moderate length. Too much short or too much long sentences make the writings either too simple or
-ffi
JEi:f Features
'------- of
-- General
---
Writing
tm difficult. Generally, sentences of 12 to 25 words should be written. of man. It
enables him to exPress his ideas and emotions
Language is the most remarkable invention
Use of active voicc : In the s€nt€nces lvritten in active voice, the. perfomer of tlrc action is more .^ptt"aiotty. In the words of Balasubramaniam,'Iagagc hzs 4 impoftnt socbl WPoil' btzuc it is
'a! fellovr beings in
emphasized than the rcceivs i.r., subiect is more emphasized than the obiecL The active voice, naiinly adfor ltngtistic comwicatbn-. Man uses language for transmitting his ideas to his
therefore, helps t}re readers to comprehmd ideas more easily. For er<ample, wtile using active voice, speech or i^ r,,,riai"g. He writes poems, essays, novels or other sorts of witings which are genaally
wewite - I Nmtr a ruport , nd, in passive voice the word order is as follw*Altport wu mitten b1t subiective type of writings. Below are listed some important features of geneml writings:
zz. The frrst sentence where the subject acts, appeals to the reader more than the second sentence in
I. Its content may be general in naturew[ose basic purpose is to amuse the readem' .
which the subiect is acted upon.
2. Literary/general mitings are oftcn cast in.Personal or subiective style' '. '
5- Avoidredmdant phras€s : Redrmdant phrases should be avoided- Pauley and Riordan give a list
3. The style of general writing is &corative and often hdudes bombasti-c words'
of redmdant phrases and also concise word or phrase in place ofthem : '
4. Itisnotahraysforaspecificrcader.
Table I
ffiffi
ffi! Oiff.r"nce between Technical Writing and General Writing
Since the dawn of civilization, mm has been ogrcssiig his emotions md thougtrts into words - oral md
u/dtten. Isttexs, applications, essays, poems, novels etc- are soine popular forms or genres of witten
the
opression. But the reports, letters, papers, articles, theses and some ot}er writings are popular among
professionals such as doctors, engineers, scientists and the researchers. These witings are iointly
lnom
Ly .o**o. name i.e. technical witings while lrts1V types of ffiitings are regr{gd s
" "na.9tfto points
gcnaal writings. Technical writing ll]d genenlvniti)ng ard differcnt from eadr other ftom various
of"i"rn S"." U"ric differences between tectrnical writing and gen€ral witing are listed below :

Tectmical miting md gureral writing differ from earh other o1 th9 basis of tlreir purpose. General
mitings ircluding pgetry, no\rel, dlaqu, shon story and some other types of witings aim at amusing
and iropiring the readss but ttre technical doo,rments including rcPolt, resume, pmposal and such
other primarily aim at imparting infomration, some instructions and oplanatioiu'
The difference betrreen technical iuiting and general writing is also with regard to style. General or
liteH{y witings are cast'ih personal or subiectire st/e wfrereas tec}mical or professional witings arc
supposed to bc ftee fiom personal biaSrs. Obiective or impersonal Sryle is the hall mark of technical
witing. General writing including fiction or oth€r oPrcssft/e writing may be highly imagiiqative,
employing frgmtive word usage and symbolism or fictitiousle facts and draracters. Technical
ao"u**iit based on facts.
"r"q" ang Prtcise wllile that of general writing poetic, dequativc
Avoid inaccuate oqlressions : Prccision ana rccumcy are t{ro important featrres of a technical The style of teclmical ffiitlrg is
*cugte
writint. Inacorate ergrcssions may lead.to obscurityte .6raa wilt ultimatrly mu the purpose of a and bombastic.

rcchnielmiting. 4. The language of tectrnical writing should be simple but effective while a creative writer may indulge
in ectriwgant aid poiirpous drolce of words:
Iogical division of paragnphs : In order to make a tectrnical document dea md meaningfirl, 5: tectrnicat-ririting coilircts brsiness hence it is related to sole specrfic profession while general
thoughts should b€ properly arianged mto diffgrent par2graph!. A paragiaph is, gen&a$, defined r
a uni! gf thorgbt hence a single i&a must be convq/€d in a pmgraph. lust as the.uage of the d: a tAiri"l ao"r**t aiffers ftom a generat writing in teims of its:vocrbulary. Technical vocaUutary
grammatical principles and tlle rules of pmctuation are necessary for cohemcerT in a prcfessional is used in tectmicat writing while in general writirig familiar words or words of common use ile
doanment so is the arrangement of ideas in different paragraphs generally induded.

16. Mrkint udea$ I 7. Coroistemy. t 8. Pr$udice; I 9. Imginary or false.

 Pnorrssouer CoMMUNrcArroN E TEcHNIcll Cot,tl,tuxlcAnoN
rl,;{i! unguage as a Tool of Comrnunication - *fiO tn. Process of communication
Language is the most. rcmarkable tool that mm has invented- Itto e<1rrcss his ideas and
enables him Communication doesnt ocotr haphazard$r in olganizations nor do€s it happen all at once.
It is morc
B dynamic, transactional (two'way process) that cm b€ brcken into
emotions emphatically. To quote T. Balasubramanian, 'Lorgtugc has a W inpftant wiat pwpse, Itua*se than a single acL Communiqtion a
it is nainl asedfor ltuguistic mmanietim". Man can commuicete even without using a language A little rlx phascs (See Figure mentioned below).
baby cries whm he is hungry or he slaps his mother when he is angry. In both tlie aborrc o<amples, The sinder has an idea : You conceive an idea and want to sharc it'
communication takes place without the use of languge. But m needs language since he has fine i&as
The sender encodes the idea : When.1rcu Put you idea into a messate that your receiver will
to e-\press. It is language which distinguishes man ftom the animal world. Thus, man has a genuine need and
understarid, you are encding iL You abcide on the message's form (word, facial opression
oflinguistic communication . It is an important aid for socialization for it fosten emity and brothertrood and
gestue), length, olganization, tone, and style-all of which depmd on your idea, )'our eudience'
round the globe. People of differenr castes and crred, of different ethnic groups and also of differcnt .. .yowpersonalstYleormood.
nationality can share their views with one another ifthey knolv one anothe/s languge.
,
t. The sen&r transmitsP tlre mesage ; To physielly transmit )rcu mess:rge to pu reeiver' yo
(telephone'
A linguage can be used in two ways for the pqposes of comunication. It can be spoken or witten i.r., select a communication chmnel (vetbal or non-verbal, sPoken or witten) and a medium
we can communicate either.using the spoken nredium or the witten mediunl Ne doubt, speedr medim , letter, memo, e-mail, rtport and faceto-hce o<change). This choice depends on you mcssage,
yorr
is more popnlr medium of comrnuication than the witten medium .'h faa, it cznc enauia bcforc wititg . auilienceb location, your need for speed arrd tfrc fomality rcquired'
ir. ilu hitbA oJ m2 langwgc Mwigl"Kaepng in vlenr both the mgdim of comuication, tlre l. The recei\r€r gets tlre message : For commmicatiori to ocu, )lou I€ceiver must fust get the
Encydopadia Britmnica VoL 13 de$nes language as"a ysbm of mmtitmL cpohrl o wi*cn synbols, by message. If you send a letter, you receivu has to read it before tmdeEtandihg iL If you're giving a
rums of t&ii*'huimn bcings, as rurtas oJ a wial gmp ml participaila fu ia calauc i,onmwicatl\ ,, , . speech, yorr listeners have to be eble to hear you, and they have to be
paying attention'

Si Ttre receiver decodes the mesirage : You receivet must decode (absorb and mderstand) )'our
:ftffiEK"
; The &coded .or"gu **a then be stmd the receivels mind' If all gocs-well' the
ffi Rurpose/Functions of Communication ^"r.rg".
receiver interPrets )rou
1
m€lsage correctly, assigning tlrir 3ame meaning to your wods es you
While definirig communication Keith Davis comparcd it to a bddge of meaning which helps a penon to . intended end respording in the desircd way. '
.

cross a river of misurderstanding. In hct, this definition highlidrt the purpose of commication in e. rtrc receiver sends Mback : Aft.er decoding yow message, the receivet respon& in soine way
ore's personal and prcfessional life. The follon ing are the nuih obiectives of bomtinication: ,.,:andsignalsttlatrcsponsetoyou.Thisfeedbackenablesyoutoevalultetheeffectivenessofyor
E:rchange of information : The most important purpose of communication is to o<change *"o"t" : If your audience doesnt understand what you mean' you can te[ ry thd response and
information Qm 9ne person to mother. In business world, comqrurucation also occupies a refine your message.
pr.omi4m.!,pltgg.$ince thg emplo;pgs rcaive diffmtmessageq.ionq,thp.q1nplqp1 9J.th-e.iUIi"oI!
ftom tieir seniors so that thgy can perform thpir iob better.
2. Persuasion : One important purpose of communication is persuasion. Communication helps in
persuadingor convincing somone.for a favordte r€sporue. Writtcn s reIl x onl srmunistion
is wd to influene othm.

3. Counselling : Seniors comsel the subordinate staff from time to time whmerra they frce mme
diffrculty at their work place.
4. Coordimtion : Communication is indeed an effective tool in cp{rdinatir,l€ the working of the
employees of diffmt depanmmts or positions. Mutual uderstanding, ioint consultation, seeking
suggestions etc. are all possible througlr formal or info.rrraf cor44mication. Besides, gomuietion
helpe 11. rele,qs.ng srseSetinge emotions when one is able to know othet's pmt:up emotions. Findly,
it leads to sharing ideas fteely and in building up a tension free atmosphere

20, SuppBs(L
 ProrrssroNer CoMMUNrcArroN TEcHNIcU Cottt"tutucArloN ll
As the above FiSule ilustrates, the communication p.oc,is is lepeated mtil both panies have finished The sender may transmit his message either thrcuglr oral communication or written conimuication. In
- -
o(Pr-eqsing themselves. Morewer, effective business commrmicators don't cmts too much information
rctum he gets the response ftom the receiver. If the sender resorts2{ to oral commtmication either
into one limit the cont€nt of a message to a specific subiect and use this
message. Instead, they face-to-face or tetephonic conversation, immediat response (feedback) is possible. In case of mitten
back;and-forth eatunge to pwide additional infomtion of details in subs€quent message. communication, their: is no immediate feedba& The most imPortant thi4g for this interPmnal
Lesikar and Flatley in their book Basic Business Comunication, to describ€ tire comunication comuicadon is darity of purposc and skill in cmmuicating the message.
Pnoess, rBe a situation inrolving two people l(elly and |rstin. Comunication takes place in the
foXonrng 91epa l. I 1.2 Organizational L,evel of Comrnunication
I
(i) The Begirufug : A Message sent : The process l r'hether an olganization. is large, small; orovirtual, sharing infonlation among its Parts and with the
\ins when Kel}y sends a message to Justin
tluough a calefully selected medim or drannel. ou{si& wodd "s the gtue that binds.the organization togethe/ (Bwee et d). In to4a/s fast-paced
(ii) Entry in the seruory world : The messaSe enters )ustin's sensory world. By sarsay mrtil t gllikat
erommerce envimnment, organizations lay st ess On team - rcrk wh-ere^ the top officials and the
and Fladey mean all the noise that summds a person that tlre senses (sighU hearing, smell, taste, low-level ernployees intEract with each other. In such team based olganidtioh, comtmietion becomes
. touch) candetect its life blood inwhich the information flows ftom don'n, up md across the organization.

(iii) Detection by ttrc serrscs : Frcm his sensoly world lustin pids up stimuli (nrssage) through his In ttre wake of globalization and rcchnological spurts, compmies erahange messages with people outside
senses. ]ustin's s€nses detect message in accordace to the ability of his senses, his mental alertness, the oryaniation. Comuication in an organization settings may be of two types :
the distractions (noises) aromd him, his cultural bagkgrormd and above all his will. Message, thqs o Intmal comunication
detected by |ustin's senses is sent to his brain.
a Extef,nalcomrnunication
(iv) The filtcring p(rc.ss : IGlly's message is ffltsed through |ustinb unique mind and. is given
meaing. ln other words, message is decgdeg by Iustin accorai"g to hi: emotional make up, lntemal comunication : tntenal commmication refers to orchange of ideas md information within
, attitudes, beliqfs, all cultual influene, his soiial groups and afso his operiincrr, fh*, . **"g. an orgmiztion whidr may be formal or informal. Infomtion may tmvd do!m, uP, and across an
. mynotprccisdygrvethe sme meaningwhat tlre rcceiverreeives. orgmiztion's formal administratire hierarclyr. Informatior, thus, is supp<ised m flow in :
(v) Fomnation and sending of the Response : |ustink mind rcacts to thc meanin& and he may c D,owrward flow
respond. This responsc is unique (called feedback) since it is unique mind of fustin that forms ir o Upward flow
This response nay be through worrds, gestu€s, ph)rsical actions or spme other means. Fin4lly, Justin
o Horizontal f,orv
. se5rdshis message to Kelly..The same process can be repeated again md again when Kclly and Justin
send messages to eac;h other. The main motive of this inteural communication is td trelp the employees to do their iobs. It h+s to
solve the problems or any complo< situation and also tlerrclop a dear vision of, the. mission of the
orga4ization In orgmizatiorc much informtjor cm be octrmged intemally by telephones, e-mil , fu,
ffi tevels or cbmmunicauon l
memo and so on,

(Interpersonal, Organizafibna, Mass Comm""i;ti;4) External comnrunication : "fust as inlernal cdmmunication canies infomtion up, down, md acroes the
organization, efernal comrnuiricafop canies it into and out bf,the o;ganization'. Most of the business
1. I l. I Interpersonal livel of C.ommunication organizations today have the public relations team whose sole i.ob is to create and manage the flw of
The most importmt componenti of.commuication ale rendci and receiver, The sender sends a fiormal messages to out-sideB. Extelnal commmication is usuall;,formal in fom. In order to create a
messagc through a ch:innbV mediumand the receiver, on rcibiving iU decodes it and mives at a rcsI,onse. favorable impression, gcbd formal etternal communication becumes indispensable'zT. ImPortant messages
Since man is a social aninial fte lbes on interacting *iih otfrer iellow beings in his day-to-day life.
to outsiders are conveyed tluough letters, r,ePorts, memos, website and sometime tlrough oral
whenwer these tryo parties : a sendcr and a rccehler have some comon frame of reference,
prcsfltation. Phone, fa:" videotape ets can also be uscd as means of octemal commication Sonre.time,
bad<ground, purpose and intereSi, they have relwant int€raction. Anothir factor which can lead to some
fruitfirl interPersonal .cgrilrmunication process is the coo-peration betrreeir the sender and tlre receiver. If infpr4d elteqel co,tlurffiication is brought into Pr?ctic9 b)a thq top mamgen'in oiilir ip know the
one party is not intiiefud or does not use a comon languge, no commrmicatioii cirn take place. If the needs,of. the customer or to gather information that might.be usefiil to their oqgurization' While
smder uses inaPProPriatc language or the lmguage that the req_eiver. il.ogs not understand, his mwge int€racting differcnt, socio-cultwal outsiders, the communicators mustbe on their guard" They must be
" fails to prcduce the desired rcsponse. open-mindc4 tolc$nt andrrcry corrteous.

@Graaeum;zz. rsati:u.
 t2 PtorzuroNel CoMMUMcArroN TECHNICAL CoMMUNTCATToN
Intemal Communication
- 03 audio-tape, tdeconferencint and video-conferencing, dosed cirorit televisions increase options for
-
cbmmunication. Belorry are mentioned some maior electronic forms of ms comunication.
Voice mail : Voice mail iia
powerful tool of comuication, used to rcplace shonmemos and phone calls.
Teleconferencing : It's m effective altemtive for face-to-face meeting. It can be used for infomational
meetings.
Videotape : It is sualy used for getting 'motiwtional messages" ot to a lalge number of people.
Faxing : It can be used to save time at tlre occasion when a hard copy of a witten message is rcquircd.
E-mail : It offers a fast" low{ost means fo? comunicating witttr brief msuge to a number of people
ot a time. ;
Internet messaging :Internet messaging is becoming a valuable bugirieis tool for receiving quicker
rcsponsdfeedbad< of you message, disfayed on the smdet's @mlrter s@m.
Web sites : Web sites offer "interactive through hyperlinks, allowing rcaders to absorb information
Extemal Communication
cbnsequmtially'.
Conversation
;:(,:--".
ffi.fffi rne Flow of Communication
To succebd, an organiation sharcs information'with people both internally and occnlally. Eadr
oryanization has a formal channd for tlre umsmision of official mesates.: In tgda/s fast .paced
Meaing c{ommelce environment, organizations cannot limit themselws to the dcision taken 6y the top
Prrsentation
odfrcials, rither they depend on team work and c<illaborative2S effort" in order to make the fast decisions
in the global and cmpetitive market place. To function in a team based organiation infomation florrs
from upward, and horizonul in an organiation's formal hierarctry. "flu Jornll fow o!
tfomtion follq*s th, ofitizl duir of elmni\ @mment Bovee et al. Whether tlre top managers or
glF,y-Ievel employees.all.need infomtion to do tlleir iobs. Managers and co-workets have to ri:ahange
the information and ideas to one another. In t}re network of formal orgmiational communication
structre, there are three types of directional flow :
14tter
I. Downgard flow
Fax 2 Upward flor
E-mail 3. Hodzontal'flow orlateral flow
Press release
\ -Repott
Custom& . 'Grapl'rlChart l.I5.l Downward Flou/
Advertisement Notice Main decisions in an o{ganization are usually ukpn by the top ofhcials and then thuy flq* dM to the
[Frcm Comunietion for Buiness by Slt' LtyTa1zl"4 subordinates or the co.workers who will carry out them. The information passes thmugh mitten orders,
rules,'mmuals and dire<tives from the senibrs to.their iuniors i.c., fiom higher level to the lover level in
the o4ganizational structurc. For orample, the Proident of an olganiation has Vice.Prcsident of Finance,

ffi ruass communication Vice-Presi&nt of Marketing, Vice-President of Research md Danelopment, Vice-Prcsident of Prc&rction
and so on. The orden flow from the President to the* Vice-hesidents who further filter the brders to
Clobdization and advances in technology have introdrrced people to't}re means of niass commdnication
tlreir respective depetments. Such m Vice-President of Marketing commuicates with Sales manager and
which can facilitate fast internal as well as e)(temal comunication. Newpapers, mgazines and
Directir of Advenising and Prcmotion, commuichtion flows domwd to special Proiect Supenisor and
Pe.iodic"ls are also used as means of *ritrcn medir This q?e of comunication is'veryeffective,rlt is
Adrertising Prcduction Chief.
mgre persuasive and has a greater appeal. Technologies such as the intern€t, e-mail, voice-mail md faxes
help people ftom all parts of the world to work together. These electronic foms of comniunication such
28. JoinL
 L4 PnorrssroN,tr CoMMUNTcATToN E TrcnnucAl CoMMUMCATIoN I.5

- Llmitation of Upqrard Comunietion

The purpose of the downward communication is to help the employees. In the rcrds of Boyee et al,
Thc most important and apparent drar,vback of uprard flon' of commication q/st€m is tlat generally
'Most of what fihrrs domward is geared towa:d helping emplqaes do their iobs. Fmm top to bottom;
tlrc subordinates highligtrt orily tfre positi/e points of a suwey ic., they ignore the negative points which
each lxrson mut mderstand erch mesge, apply it, md p*s it along", According to Katz md Khm, the
nay lead to some prcblms in the long my. Moreorer, the sub-ordinates are rdtrctant to commrmicate
follouing are the frrn basic purposes:
,upilard, which tums into ineffectiveness of the upward'flow of commietion. Reason for this
(i) To plovide instructions how to do t}re job.
llluaanry is the subodinate's fear that his report may displeasc his superior'and he will miss Ns chance
(ii) To prwide information whictr gtues a rationale for the assigned iob. of,orcmotion.
(iii) To provide information about organiational policies and practices.
(iv) To prwide feedba& on performance to the subordinates. l. I 5.5 YlorizontaULateral Flow''
(v) To prorride information regarding the organiz:tion's mission or goals whidr tlre organiztion wants Gommunication in m oryanization also florrc hom one depaqtrnent to aipthe, either horizontalfo or
to achieve. :jiagona$r. Since oqgqniTations ule teams and collabontive wo* ggirps, horizontal cprirmunication
o Limitrtion of Dovmwd Communietion .bcmrcs indispmsable- Whm employees of the sme work group, of tlre same level or of tlre same status
rvVhen ,flrare information with each other, in business world it is cdled as the horizontal or the lateral flw of
infomtion flows from one lewel of m organization to the srccessive lower lerals, the real spirit of
iommunication. For orample, the Special Proiect Supenrisor and the Adrertising Production Chid work
message is lost This process of filtentior sometimes results in the Ims of message.
.kr,,the sa-e sectiorri{dvenising and homotion Department These two ofiicids erchange theb message
Moreover, when the message is transmitted orally, the danger is that message may be distorted or :urd thus work smoothly: This horizontal florv of communication is temed as a'bridge' or 'gmplank' by
miscomunicated. This is more when the message load is more than the handling in capacity of the Heqy Fayol.
-
lower lerrcl staff. Hence downmrd chmets must be iaefrrlly ued to avoid pmblenu. )
rPurposes of Horizontal Commuication
'.Ihe main purposes of horizontal comrnunication qrtem are
L.15.2 Upward FIow :

To help the employees md make wrthwhile decisions Presideny' Manager or a top official must be (i) It hdp6 €rnplo,yeca to share infomtion.
able to know what is going on in the olganization. A Supenisor/Manager cannot be ermywhere at once. (x) It makes the coordination among peersr possible.
An oehitira, therefore, has to depend on his subodinate staff that can fimish hlrn infornation *grdt"g (iii) Whenorer a &partment comes across with some problem, it may contact another depanment of the
diftrentproblems, grimna:s2e and complains of tlre lmrer level employees. Bovee ThiU and Sclutm cite o{ganiation for its possible solution.
an oample to dui$ this concept. They wdte, "As an einplqree, you are in a pooiticin to obaend thtuigs that (ro This horizontal flow of comunistion is essential for effectiv.e frmctioning.
your supervisors and co-wor*ers cmnot see : a astomet's fim rcaction to a product display, a srppliet's brief
Limitrtion of Horizontal Commrmicationi
m odd whining noise in a piece ofeqyipmeng or a slow donn in
hesitaticin before agreeing to a dElivery date,
Sometimes, this form of commication system cr€ates some conftrsion. It can also lead to some conflict
the flqp of orstomers. Managers and oworkers need therc little guns of information in od€r to do their
Or ctash anong tlr
pe€rs. Misunderstanding and iealorsy may be natural outcome of this channel of
iobc. If you dont pass that infomtion along mbody will+eauc rc,body et* krw. 't,ledles to say that
communication. This may also result in blocking continuous flw of information or in the congestion of
as tla donryrwald flw of commication is important so is the upward flow. Remember tlut upward flw is
modes of communication. prr*td
the opposite of donnwrd flon.

Upward Comunication indudes the reports, proposals, suggestions, requests and some feed ba&
Upffard flow of commtmiution uorks vihen a Sales Mamgr submits his rcport to t]re VicePresi&nt of
1. 1 5.4 SpiralssorDiagonals4 1"*F
lrr*
vka PEaidai
of
Ifttlcdr8
Vte

klrhlrd
Piddd
o(
ltcPteddd
DaEloD@t Ploduoioo
od

Y a--------+
Muketihg, detailing t}re rcsults of the surury conducad by the sales departmenc
Communication
Anotlrer flow of commication is knom as
Purposes of Upuard Comrnunication the.spiral or diagonal flow in wNdt people S.lB MerSs
The bsic lrurposes of upward flo
comuietion are :
of of different status and difrerent departmens
(i) To develop faitVqust for the supedors in the hearts of the share information in pursuit of actrieving
subordinates so that they.can
commicate fteely. the orgmizational goals.
(ii) To prorzide a fecdbadc Sp.drlPrcjd &h6t'siatPiodudioo
Sll,avb6 <+ Cldd
(iii) Sharing infomtion of an olganization helps io achieve olgmizational goals.

ttcllwofGomledm
29. Rcal q fancicd gm& of complaints.
30. Panlld;31. Ofa
 t6 P*orsssrot.tar CoMMUNrcArroN r: TECHNTCAL COMMUNTCATTON 17

- message islost Any interference in the comuication process which distorts or obscrres3T the meaning
;!ffi crapevine or Communication in Peer Groups of the mesuge of the smder is generally called the 'noise'. Here the word 'noise' does not mem the
There is an informal communication netsodc in wery orgmization. This infomal communication mixtue of loud unpleasant sounds but it rcfers to the baniers of comunication which break the
netwods, known as grapevine, carries information rmofficially. It is an important source of infomtion communication process.
that supplements offrcial channel. The employees at a rcrk place often have casual conversations with
Comr:nication may be hindered due to the interfercnce of someone or sometime due to the @king
rheir colleagues in an oryanization. Most of tlese conversatiom "deal with personal matters, about 80
voice on thd telephone. In such situations it becomes difficult to convey message properly md also for the
percent of.the information that travds along with grapevine pertains to business" (Bovee et al). This
ttceiver to receive it prcperly. The message is, thus, partialty conveyed or panially rcceived, so will be the
grapevine can be wd to spread md rcceive informal messages.
itsponse. The bmier of noise may lead to niisritrdemanding and spoil business relations. ,

.':. i J.
'FJi,j,iffi (ti) Environment: Physical bariers are often due to the nature.of the enviroiment The natunl banier
Barriers to Communication
llke the staff located in different buildings or on different sites, poor lightirig or dimate too cold or too
Conmunication does not ocu haphaadly in organizations. It is a complx interactive press, a two
waj'aynamic process which involves the sends md the receiver. Communication can be strccessfrrl only
!g1"fi* the process of communietion. The physical distractions like iltegible9s opy.of the message,
lrpalt problgms may also hindex commmication.
when the r€ceiver understands the message, sent by the sender. But if there are some ercn and
misunderstandings in communication, the message will be lost. There arc some communication buien (lii) Defects of Channel, Medium anrl Media (Comunication Netruork): -Toitalls hwinx paple aru
which may block the communication process and thus pment one from tansmitting ones idas ov*bad" (Bovee et al). Modem techrolo$cal darelopments have mabled t}re
$lagucd b mcssagc
meaningfrrlly. No two individuals upon the earth are alike. We interpret the tlings according to ou om professionals to send and rcceive mesuges within no time. It encourages the employees to use as much 6
perceptions35, backgound and erlpsience. lVhen wq comuicate with a particular set of people, it
becomes necessary to know about the background, eduetion md capacity of the perception of the
they can these fast means of eommmication srrch as e-mail; fax machines, voicc mil; urcbsite, pagers and

audienct i.e., the receiver so that tlre messag€ can be pmperly decoded. If a computer company ttll phones, Many a time, along with the trucial3e and usefirl inforination, iokes md useless information
representative gives.the details of his compmy prcduct to ore who knows nothing about coinputer, in iiit sent whicli ultimately result in orerloadin& cauing congestion in network Another rcason which
such a case, all his enplanatioro md delibentiore fail into insignificance since the receiver mot perceive lbads to overlmding of information is the present hiemrchical flow of comrmication which compels a
anything. Likewise if a doctor comuicates the ews of cancer lil<e fatal disease in strictly technical htwer-level employee to smd his message thrcugh pmper drannel, ia. there is no direct access from
terms to a layman, the patient fails to understand. Doctofs wrong assumption about the patient's bottom to the top or from tJle top to bottom.
knowledge herc creates a bmier to commui,cations. therc may be intmpemonal, inrcrpersonal or
o4ganizational baniers rvhidr miry hindet'c the process of ommication. While on the one hand, people's (lv) Inadequate Facilities: Lack of adequte facilities of commuietion such as phone, e-roiI, fry etc.
habits and attitudes block the commmiotion process, tlre organizational banien such s fer of superior, olso wor}s as banier to effective communication.
,tl
fear of getting tmsferrcd, distrut of oImunietor etc.- hamper the communication..Bqree et al have
listed some comon bariers to comrmietion in their bookBusiness Commication Todaywhich rc
l'. I 5.2 Semantic Earriers
listed below :

l. Perceptical and language Differcnces Scmantics is the study of the meanings of words and phnses. The semntic bmier is related to the
encoding md decoding of the message. Commmietion process involvB two parties- the sender and the
2. R€strictiveEnvirorments
itceivtr rvho* mental images may not be idmtical. Here languge plays a vital role. Since language is an
3. Distractions
iitiitrarya code, the imporant thint is how tlvo people cin share. the same meming foi a given woid.
4. DeciptiveTactics f, .

5. CommmiationNetrcrk ,rBgvee et al give an example to illustmte this. They choose a word ao&'c, for oample. One mal think of
O0tmeal, chocolate &ip and sugr cookie but some otlrer person.may interprct the term cookie in its
These negative forces affect tle commmietion process.'All these negativb forceg or baniers of tcchnological cont€5(- that is a computer ffle with inforylation in it that is sent to the central sws
commuiation may.be etegorized in motha my m listed belm a p.articuler person uses. a Nctrcrt or,the intem€t- It concludes that two people may expuience
.gn$,,tipe
fi 1.f5. I Physical_Ba[iers . S: *-" event but their perception may not be identical. Hence, for high degre of understand.ing, two
m to share perception and wentually share the reaning.
The effectirrcness of commuication is affected by ph),sical baniers like distance, noise or channel and the lXdiyiduals
media used in the process. These physicat bmiers.can be studied in some detail as fotlows: In a country like India where people have to commmicate with cultually and linguistically diverse
(i) Noise: The success of communication depends on how the receiver receives the message, sent by ygrt.grcups, perceptual md language differences often hinder tJie effective communication. Moreover,
tii business today is msing national boundaies to omJrte on a global scale, it ha become necessn that
the communietor. If my step in the commmication prccess is blocked by some type of interfemce, the

35.Id€s;36. Obtnrct. I7..To mak€ Egue; 38. Diffiolt or impo$ible to Md; 39. Imfprtant; 40. Not seming to be baed on some
,yrtm or plan.
 l8 PnorrsstoNer CoMMUNrcAnoN ,:E Ttctu.ucll CoMMUNICATIoN T9
t}re employees must underst nd the language, rhe laws, customs md business practices of the people lEmotions&Ioods: If the sender is in bad mood or emotionally disturbed, he/she is not able to send
Sl)
other countries. :lhO mcssage pmperly nor he/she will recctue othelqmessage positivdy. I
When some technical iaryons are used, their misinterprctation also creates confision and spoils aII
(lll)'Resistance to Chenge: Sometimes the receivs maks a vorld of hiq/h€x own. Hdshe does not pay
commication. Foi eomple, the rcrd'sbiect' in its ordinary sense mearut a 'course of study' while to d
science student it stands for one on whom opedments are conducted. f.lop.. ",,"r,aio to tlle sender's message. Such a fellow is never open to acept other's logics or
figuments. Hdshe either does not rcspond propaly to othe/s communication or misinterprets the
..f-ftdcr'r
l. 15.5 Organizational Barriers E' ^"rog..
AU inemal factors wtrictr aise out of organizadon policies, cllture, rul€s and and obstruct tle krl&s tlrc*, other wial bmiers like dm6d mind set,.differcnce in status, restrictive envircnment have
process of commication are called the orgenizational barriers. Some such factors are rcstrictive $tady been discussed.
eNtonhent,deepti\retacths, la&oftrustanddosedmindset.someoft}esefictonarediscrssedbdorm, :'Wr r
(i) Restrictive Envirorunents: 'Ttu ommicoia d,imtr sufus ntun inlonutim ir ilisttrtcil,ftagnaat or
blr*rd b m aathoritarian stth of Magrncn',
comment Bovee et al. Sometime drrc to tlte authoritative
style of mmgement, the flow of information may be blocked either in upward, domwd or horizontii
direction..The people at the top of the organization prevent the lower-leyel employees from
commi<ating their thouglrts. The commmietion chain thus moves,down but noi up. Sometime a lack

(ii)Decepthrc Tactics: .Anotlrcr commmication barrier whidr may.distort the rnessage is the use to the
deceptfirc tactics by some manipulative commuicators. Such communicaton may hi& the facts..Instead,
they, for their personal gins, may beneffts and quote inaccurate data. Sudr deceptive
communication'tactics are known as communietion banien.
(iii) S€nsc of Insecurity I:ck of ooperation among.the staff hinders the commrmication process, It
becomes serious when tlle fear of tnnsfer or demotion prwents the subordinate staff to giye suggestions
or raise fingers to some malpractices in an organization.
should be fewer links in the communication duin. If the lon:level employees harrc a dtect rcGs to
(fu) nig6{ Rdet .nd Regulations: No doubt rules and rcgulatiors lrclp in the smooth nrorking of an it will help tJre employea to communicate their
the Manager, it will b€ a blessing in tso wa),s-ffrst
olganizatior. But sometime too ligid nrles urcrk as baniers to commuicatior For oample, the complo< message directly without any distortio#, and secondly it wilt enable the manigeh to share
hiemddcal strucfire obstn&ts the tec flw of omrnmication because in sudr a systexn a irurior saff infomtion with otler employees and dso seek their help in taking some decisions or solving some
trlEtr.'bcr has rc.direct ams to the top offrcials. Comquently when ttre messige rcaclrs 6 tlle top officiat prcblem, It.will dso frcilitate feedback by aking qmtions md encouaging tlre audience to
after pagsing tlEough diftrent other oftcials it either looces its basic.fom or is diluted. o<press his reactions-

(v) Cloced Comrnunication Climate: The status and power often hinders the effectiveness of s. Comit to Ethical Communication : Ethical communication mearui to obs€rrc trmsparcngr5 in
i*
communication. In an organiation where the superioE ar€ of closed mind set, do not have faith in.their
! working. No deceptive tactics are to be used for prc6t. Ewn negative infomtion is to be made
pq.blic m{ graphic data pre*qted fairly.
iunior stafr and aluays maintain difference in status, there can never be congenidc atmosphere for 1"'

heahhy and free comuietion. '4. Cr€att Lan, EfEcient Messagec : If thi uscful and useless information are put together, they
t
i. result in the audience's lose of intercst and he fails in concentrating upon the usefirl message. In
l. 15.4 SocioPsychological Barriers order to avoid overloading of information on commmietion netrcrk, some suggetiom mentioned
Actually effective communication takes place whm sender and rcceiwr of the message harrc a favouable below, should be taken into coffiidention :

mind set towards each other. People's ettitud€s, their state of mind, their emotions md feelings may D The number of the messages should b€ reduced..It is better if fewer messages iue sent.
function as detractorsas. These interpersonal and intrapersonal barriers block the process of D To make efficient messges, avoid iokes and chitchats
communication. Some sociolsychological barriers are listcd bdon, : D Drstractions - physical asw.ell as emotional - can be avoided
ri
(i) Attihdes: The personal attitudes of individual emplo)rces which my be due to lack of motivation or ) People wit}l good communication skills also create efficient messages. Hence master
intercst at a piltiqrtarwork may obstnrct effective comunication. mmmistion skills-
l

4I. Strict,l2. Suitablc formrk 43. Direiom. 44. M{ipulation; 45. Opercs.
li
 PxorusroNe,r CoMMuNrcATroN G TrcnNrcAL CoMMUNrcArroN 2t
Q5; What is tlre need of Technical Comrnunication ? Mention main features. of Techniel
ii, , Gomrnunication (M.CL,2OO8-20O9; B.Tah., SEM.I,20O9-fO &2of2-fg G.B.T.U., Lucknw)

Anr. Technical communication gained momentum with the der;elopment of intemational trade and
t&hnolory. Today there is immense growth of industries, science and technolory.
Q. l. What is comunication ? ?cchnical communication has become the essence of the organizational life. There. are irmumerable
Ans : Before re begin to practise technicd miting, we must understand certain bmic concepts such nltlond and int€mational compmies in pu.cgutry. Congequ.el{y.tech4glory has bglo-me the
tIre temis ommunication, med.ium, ilorumt and gmatc. fittrhword of tlre present century. In an organiation, tEchnocates prcpaE r€ports, proposals, letters,
iiiAiibs and prcfassional smies. All-thS offrcial documentation hetp,s people to supply and also
.

The word communication means share or exchange information, news etc. While defi
t&afi/e information. Thus, technical comrnunication bottr oml as well as milten has bicoure tlre need of
communication, Pauley md Riordm mite, 'Communication is tlle act of transmitting an idea from
,iha.hor. of the rhodem industrial world as it helps people to reacha.to their professibnal aird
pe6on to another. Communication alm1rc rcquires at lest two people, the sender of the mesuge and
O;linizationalgoals
,d
i '' '; -'

meiver". Sender actually refers to the witer md recejver to the reader or audience. tir;,..r.
The witer communicates the infomati<jn in words to the ieader oi airdience who gleansa6 t}e [F+Iricat communication differq ftom ggnelal communication. Communication which is not s,pecifig S
decoding the words. In the words of Green, *The document itself becomes in effect a blueprint
lqmed as general cornmmietior. The t4ble, mentioned below, ,highlights th9 special featurcs of
commmication and dso its differences ftom
which the rcader recreates the message".

Q. 2. What is the need of commmication ? or What is a medium ?

Ans : There is no device through which the Miter's mind can be rcad Hence, the witer or sender sends a
message tluough a medium. The miter records or 'encodes' his mesuge in a common medium md thm
tmnsmits it to the receiver. The rcceivs'decodes' or tries to undestmd the message- Thus, a medium is
defined as 'a thing in the middle" by which the *nder convqrc ideas to the receiver-

Q.,3. Explain in brief the pm o1f @nmwietiot

Ans : Commtrnication is a two way prccess which can be broken into six phms:
l. The sender hs m idea.
2. The sender encodes the idea.
3. The sender uansmits the message.
4. The receiver gets the message.
5. . The reeiver deodes the mesage. . Q.6; What do wi mein by'Te6{rnical liYdtten'Commirnicatioir''?
6. The receiver sends feedback h^. : "f."f"ri"A Written Comuicatibn is the pnctical uiting that peopte ao as part of their jobs",
(Pauley and Riordm) Today all t€clmocrats, wtratwer their positiin - fr6m o<eortive L mmagei - issue
$ocumens to their superiors and also to their iuniors..It is a pan of,their responsibility. These documents
Phase I Phase 2 Phase 3 Phase 4 Phase 5 Phase 6 cnable them "to fullill their foles in olganization". In gwemmental units, sctrDols, and hospitals, people
heed teclmical dllr-rC io order to maintain tleir_operations. Hence, a must achiey€ the
Scndcr ho an Sqdsqpdstlrc S6der trsmits Reairer gets Receiver decode Receiver sends commtmicativi skill ftom thi i,ery begiming. Good tectrnicil wrifig is not a God gift. Tiii meticuloud?
idea. il* tlte msage. messaSe. .
messge. feedba&

Process of Communication Q.7. Write in brid tlre lxrposes of tedmical mitten communication ?
Ans : Killingsrvorth descdbes the three basic purposes oi technical witten aommuniaation : to inform, to
instruct md to persuade. The frrst arid forernost purpose of all.tedmicd writing is to.inform. In
11. ffi.1fr1*:*:1":"ffiH"#;l?i*"d Leamer,s Dictionary, rere^ to somethins go\r'ement or semi-govemmt offices, schools and hospitals, people \ave t9 sppty and also rcceive
'tonnected with the practiol use of machinery, methods etc. in science and industry." Technical iirfomtion. A rcsuchs should know how to prcpffi t}re dauments, gmng the information about the
commmication, therefore, means the uansmission of facts, figues, ideas md all sorts of scientific and result of the experiment. Similarly a mechanical engineu hc to fu;ish the information about the
technical infomation ftom one individml to anotler. operation of a new machine.
46. To obtain infomation. 47. Paying crr€tuI attmtion to wery de(ail.
 PnorrssoNar CoMMUNrcAfloN TECHNTCAL CoMMUNICATToN 2t
Second purpose of technical lvrittcn communication is to instn ct- The te&nicd l{dters gi\,e irstnrctions
- use a -
Q.10. Hw does the purpose of technical writing.differ from tlrc purpose of general writing ?
for using and also for perfomring duties. Such as thb consumers ale instnrcted hor to IllusEat€ f ith an emmple.
new product, tlrc medical practitioners aI€ directed how to use a mediaine. A,ru : Therr are many types of general writing indudingfrctio& opressive wdtin& ogositorywiting and
Iastty, tadnical wdtEn commrmicatiotr aims at irersuading the itaders; A technical Miter, for instinct, fcnuasiw Mitint. Fiction that induder poetry, norrcl, dnro.md short story is highly imatinatiw that
may prepale a doqrm€nt to persuade readen to do certain things. rnploys figurative vvod usage, $;bolism ard ficdti@s frcts and cturactin o pesenra message. ErprEssive
*riting ogrcsses the vritet's posonal feelings about a personal ogerience such ris a persorl a plae, an event
Q.8. Point out the basic ditrerence iictween Techniizl'Writing and General Writing, atc- E pository writing rcrrcals the writer's about a subiecu' Pesiiisir,€ writing indudes the
. (B.TelL,2@+2qr5, rt*. r^n. r, rOrr-rz=, tr.r.U., Noiaa; cditorids in which the editor aims at cootrolling the anotion l attitud€ of audience t:mrd a topic.
BIcctL, SEM. I,20q+r0, OBTT.U- Ludaw)
Ans : Technical Writing diffcrs mrrclr ftom goeral nriting, The scientisr, Tecltnical wdting is diftrent ftom geneml wnt'mg. "Tdnical witing rquirus givcad-ufc, iliabgrc, a
researdren and
docors makc use of tectrnical writing which needs prccision and accrrraqr of ogression A scientist.like a flk*up udlo inyt otil utiin.'.(Sliarcn J. G€rson/Steven'NL Genon). 14 gmeral writing the wdter does
liot ogect any response frcim the readeri Hi &rs n<tt recei\rc,any fteit-back on his rvriting fttm.his
poet or a no\rdist cannot indulge in e:laggention and use of superfluous* words. His style cannot be
rcaders. But in trclinical rwiting the detadrments3 betrrveen reader and witer dcs not erdst. The pupos
bombastic- His tty{" must be based on facts and he shoulil use tecfmic.l or spdcid wbrds, instcad of
general oi common worcls. Like a general uitrr, a tcchnical witer does not iirdutge in fligtrts of fanug/,
of t€chnical correspondence is to link the wdt€r and his strperior - his supervisor. It also estatilishes'a
g[ear *d dircct link between the ffiiter and his dient or the miter md his iuniors 9r his co-workers.
and poetic nor a tedmical writer can 6,er ule Eguative langrage. In a tdctrnical uniting
obiective language is alwaln used $fiich brings certeinty, avoiding all ambiguities. A busincss letter, a fcctmical writing infaqt,.cleates action- It makes the rcader to respond- For o<ample, if a personxdtes a
scienttsi's report anrrl a doqrment wdttrn by an cngiieer ttlong to the category of scientific and tcchnical 6cmo, he ogec6 a reaction This reaction my be in the fom of some suggestion or iob completed or
.p.roblem solved. Likewise, if thc wdter wites a business letter, he ogeca to male a sale or to receive an
uriting whereas a personal lettcr, a fictional,tale, a speech on some.gencral or @mmon topic and also
friendly onversatiors arc known as the genetd mitings:

Q.9. Writc l5O uords on the style.of Tecturical Writrsr Communicetidl.-

ffi
ai,
ffi ;,ffi T**;HSH?iHT.Ti.iltE"ill,'"f :
tr'}l;ffi:Hffi":*r
9,f 1. Writ inbridabouttheinportmceortlrerelmceofTedmielWrittcnCommication
Ans , A clcar and surooth style should'be dclilope<l in o{cr to commrmicatc well through a tectrnical 'or
witing. This dcar and smooth sty,le can * actrir:trca after much practice. Since 'kactice makes a man What do you mem by pu4losc of the tcc[nical writing?
.-,;,.
[B.Teh: SEM. II, 2Or r-I2. G.B.T.U. hdcw!
Certain tips to achierrc a good style arc girrcn below : lins:Tedrniidmitingisauniquefomiofwritingwhichisnottakeniust,forpleasurcorentert iment.
l. FEst of all, the *riter must wit€ dear sentenes frr his rcaders For it, he shorH,place tfe EBin i&a It is intended to commmicate to e sp€cific audience for a sFcific purpose. Tedrnical writing is important
- '-first He should use normal uord order subiect n€rL obicct Under this nounal{vord odg, t}rctopic tiS,rcceed in business and technolory. I! helpg in condtrcting lusiness. Below are given certain rcasons
-
is revealed first and then the i&a is derrcloped- Sudr an oder usuallrrproduces mostconcise sentenaes.
whidr make tedrnical ffiiting a significant factorof affiit€r's uorkoperience:
BSidAs' ttrc active voice.should be "sed because it eqrptusizcs the pqfoEner of the action ratlrer ttran f: f*n r*t -rr*g @nituca h$irU,Js :.It is evident that t€chnical wdtint is a mior componexrt of the
the Eceiver. In some qpecial cases, dre scnt4!€es in passire rrcice can also be used- $, work environment Througlr. te&nical coirespondene istructions are maintained, technical
2,' Sccondlyi.senterrces of 12 lo 25 rrords shiruld be used because too mudt short or too mudr long lil,. description and specifications are prcpaled, snmmaries and reumes are prepared and sites on the
t
jt :,..World Wide Web are prepared which inform tlre uorld about one'! company's product.
sentences ririke the ruitings either too simpte or too complicated rcspectivcl;fl. .

3. Reduridant phrases should be avoide4 srrch as use of'due to the fact that' for'becausei. 2. Tectilicat rrititg td*B tina : Technical witing is time-consuining. The superuisors not only spend
ul'rl,,their time,in writing but thcy also spend additional time in rcrdewing and revising the.writing
4. Nom chrsters should be arcidcd- When tluee or morc, nous ale ioined in a.phnse, th€y make rli;r do-po."a,Uy their subordinates.
reading diffrorlt
t. Talnfuzl niting :
Company pa)6 its employees for their witing skill. Suppose an
costs monqt
5. Inrcmte ergressions should also be avoidcd. cmployee spends one hour a &y in writing it
means company pays the emplope for scren hours a
1r;.
6. 'Instead of the abstraciwords; familiar words shotrld be used- rlj ;,wedq time spent by him in tedmical witing. Good miting is supposed to have additional monetary
tl'i,;values otherthan writer's salary or the oct ofcorrtspor,dence. Baides, good pmposals generate income.
Thus, a good writer sfrouli keep d resuaintt in style so that his Ianguage *ll not be mbiguous, and it
will be easily udestood by evely rcader {. Tdu,Azt ,vit'ntg at m autsim o! oru's fi@ amtwitdon skiils : Tt}sical onespondence
:rr;, i5 not merely wdtjng a staus rcport, a memo, a bustress letter or a resume but it Ev€als dre wtit€r to
*:rr , . his reader:. You witing convg/s to the rcaders pur porcr m thinlc or think logically.
4E. Uniffiarla 49. Imgimtion;50. In.$quqcc; 51. Chedq 52. Notdq.
59, Notbcing inrclrcd.
 .,25
24 Pnorussrou,u ComMUNtcATloN E TECHNICAL COMMUMCAUON

Thus, good teclrnical miting can accomplish more ttran iust getting
the iob done' It tells the rcaders- cl8rityisusirywordsrvhichthercaders.cansdersEndeasily'Acronymsss,abbreviationsandia€on
droia ,,oa *La. Another irnportant Point to darity is using verb's in active
ttoice'
his commuication skill'
the *iter's competer,ce and-also helps the witer to sell well
of Teclmical Written Communication'
Q.14. Write a slrort notc on tlre language
Q,12. Gilrc the chuacterisdcs of tcduricalwtiting'
(B'Tech"
miting wtrich are as follow
Ans:Theultimategoalofgoodteclrnicalwritingiscladtyandthiscanbcobt,rnedbyusingrcrds
Ans : cunningtram and Hartt€y have Siven foul charact€rbtics of trchnical
:
which the rehdcrs can.rnaerstanaeasity. ob6c.;woras
siouu be avoided: o.ra rlrrioned woras or
be avoided" 'A modern thrugt in tedrnical
(a) It requires sPecific audi. mc!, *a-of-a.a t€rms which ale difficrrlt tolt"td"ottd should
wite you spe& "" unless you spe'k p*tf'
(b) It rses ptain and obiective language, rvriting is to the way
(c) It stresses presentational otganiztion and Following are certain tips fora nriter of tech4ical coffiPondence
(d) It emplrys visud aids. til e*a*aa.y (thatis a r-ePetition) shouldtr avoi&d' may aetract"!64 th€ simPlicity of uressage
Specific Audience : Technical rvriting en$ges a specific In any wdting situ4tio& audience has if1 fo po.s *ord, or phrases should not be used as they i'
a specfic role. A good writa prepaies iit do- *tt }1phg h viet/v ditr:rc41^:udi1,: II-lil and ttre tetter wilt be mnecessarily lengthy'
i**ifor operating **po* is prepared for the operator where thg endre process is
"
(lii) Unnecesaryurords should not b€'us€d-'
""xrpr.,
ttescribed.
" (tv) Acronyms, abbreviations andiargon should alsobc avolited'- -
a rea&r is forced
obiective language ; Pldin and obiective languaEe Is a Pl€{€quisite of a tedrnical
wdtjnS. The Y/dter uses tv\ Irns DaraEtapfu in a tecfrnij Jocument arc nerr.r prcferred. In a long paragraph, eastly
and digest lalge amounts of inform.tion. short paragraphs are
s'ch language which tlre reader .,"iry foUoo"r] Ni doobt, the vrite, ,rses
the teclrnical vocabulary fr"t tre ' ;";i;;ilG
:" -^y *o.a,
managed- Th"i i.uia. .""air.g *a aho help thc reader to undestand
the content
Fesents-td subiect in ilain and
q*a* lrog"r. The purpose of a technical wdter is to focus ttr
tting which tie-writer should kcry in mind is accuracy' It rcfers to a
lriisuke free
Laders'atte.tioru to fu*ith iofot n tlott, to instruct and to P€Nuade the rcaiders'' Ft) O; iro.
whichenable them to make
, proof-reading.
Freserrtational organi4tiol : Good tec,hnical writers employ suchd*ices
the fomrat of docrrment easy to sc;. They often *" i"p"titio. ana riitrlte spaccs between,lines to
Q..f 5. Comment on the voebutary in terhnical witing
wfiing
imponant points. Such dwices are used by the mit.rs to make theit Prcsentadonal Ans:Atecrrnicaldocumentdiffersfromagureralwdtingint€rmsofitsvocabulary.Assoonasastudcntgeneral
"*otI between technical and
easy to ghnce at quiddY. ope; J*o b*U he is able to rmdersind cleady the basic difference that ire
visuat Aids :vrsual ai& arc an essentiat'part of technical ivritin!.The writers use bar graphs' line graphs' writing. A technical *ri i"g - ,ry; ;a;
" ;"."";* .""y special words inltrart of the wortlsluinega/,
as 'ciuic acid' for
pie chrts etc., in ord€r to communicate effectively. Teclrnical witers use visual
aids for four lrorposes : ir*a ii a"y-a.ary frr.gu"t . ff.*, " book of science may use the woids such
.op, and 'lateJ' for ttartin(. In the books of Botany, wt find:botanical names for
Ll - **-.ri* data (b) to tiY€. reaal€rs an orPPorhtnity to e:qlore data (c) to Provi'Ie a different entry the word rapo<, for
not be us9<I Usualf tIrc
point into the disctssion and (d) to engege rcadet',s o$ectations' common plants. sinGry, in general writing alst act woras or phrases ihould
familiar words should be used.
Q.13.whyduityindsimplicityalethcgoverrringftaturesofTeclmicalwritt€nC,ommrrrrication?
Or G.TccfL, 2m8-2009)
Q.f 6. Narne the thre. let €ls of communication'
With a spccific oamplc, illustrate how clarity carr be inuoduced in tecrrrrical nritfuig
? '.
Lrdsrry)
&u : Three levels of communication are :
(B'Tetr" SEMr If' 2Of2'13' G'B'T'U'
Interoecsonal, Orsanizational and Mass Communication'
or commurrlcauoii :' It irivol,es two pa*ies-a se^dcr and a rtceivec.viho
Arrs:Slurrcn|.GersonandSterrcnM.Gesonwriteindetailabouttheimportanceofdarityand use
woded and developed to ilil; ;"
simplicity in Tecrmical writing. Technical writing they think must bc deally ffi;;;; to transit mesilge eith€r though oral coinmunication orwdtt€n communication'
avoid conlsing its audience. They v4ite team.based business organizatibn, cotl,xruni(ztion
oryaniz:tional Ierrd of comnrmication : In a
.The ultimate ggal of good t€chnic2l writing is cladty. If you wite a memo,,ldttrr' or lePort that is
-cm't b€comjesitslifebloodwherepeoplecommrmicate'wit.honeanother.Theflowofcommunicationinsidean
udear to you-readers, which your readers rmilersun4 then what hare you accomplished? You flte, in- op, down. and horizontal directions. Besides internd communication,
;rg;;f;y
aap*a or, octemal-communicatim also' Compmies ucfunge mcssages with
people outside
havewastedtime"._. :.
-ilp*ro
not rmdersund the writer's the olga$zation thmugh o<tcrnal commtmication'
An undear, report fails to commrnicate tla message to the leadel He does
writs rervrite!, dadfying his the means of mass iommunication' are
train of thougtrr He then is forced to wite m inquiry to the writet The Mass C.ommunication : NewsPaPers, mgazin€s and periodicals'
;.qr*rt-*.d1;; * *i*" s"sides, teclnologies such as the inrernet, e-mail,
htentions.HehastowitefivicetoaccomPlishthesamegoal.Thisisnothingbutasheefawastageof "o*^r-i."tiorr. have
time. Hence, in order to avoid these time-consuming endeavot[s, the writer should
write dear]y. ;;i.;ni iior, ,odiot p", teleconferencing,videoconferencing and closed circuit televisions
and dxtemal coirmunication. Ttrese fast means help people ftom all parts
to specifid information. vague lncreased options for intemal
ln order to achiwe clarity, the miter must confine himself suPPbanS
meaning of the witing. Another k€y to of the worli to work together.
and indefinite expression or use of unclear adiectives obsorre the

------
 PnorrsgoNrrr Cor"u"ruutc.rnox TpcnNtct Cor"tuuNtcmoN
Q.. 1 7. In whet dircction can information
trilrcl within an organizationb formal hierarchy ? Sugg6t tlre weys to ov€rcome th€ commrurication barriers.
Ans : In today's fast paced c.commerce €nvirom€nt, the'iorirmand and contiol stylb of ,ifhc main comunication barrien csn be oe€rcome if the folloning guidelines are folloned by the
management is no more effectine. To function, in.a team-based organizationi it's necessary
infomtion must tnvel dom, up md across an organization's formal hicrardry i.e.. if the managers or top Adopt an audience based approri.
officials convqf decisions down to tJre co-workers, then tlre co-workers may also convey some lvprth.ry.hilg
Foster an qrn commrnication dimte.
information up to thek top. ofEcids. It's because. a managc,cannot be w.eqryfrcie. at once. Likewise
Commit to ethicat communication.
communication in an olganization must flow from one dqranment to another horizontally..This attitude
Crcate lean and efficient m6sages,
helps the emplryees to share infomtion and coordi4ate task Morcorer, this hprizontal or lateral
-?
comtmication may bc hdpfirl in some crises. Thus tfiere can be thne directioni in either oiwtlich thc l:Whatknoisa? ' ";' ::
information rrayflonr l, iWtreneve,
tfreit is any interference or breai in the comrndriication pks,
it makes difficult for the
Dormward Flow : When information flour ftom top to bottom. to convey his message and for the rece'rvcr to r€cei\rc iti The mcs$ga thus, is panially convqed or
Upwatd Florr : When the rnessage flon's from bottom to top i.e. from the lo\tr-,level wod<ers to high receirrcd, so rvill be thc respodsc. This is known a hoise'
'il l, i' r,
officials. Discuss l.a1rguage. as a mcdium / tool of comrnrmication.
12.
florizontd or Iatsal FIw: When the mesage is convryed ftom one department to another, among !}Ano: In order to erqlr€ss his ideas eurphatically, man nceds some comon medium of orpression. Physical
the people of the sme rank JFlttules or certain noises likc c{fing in anger, n€€ping or laughing may help a penon to commrmicate
Q.. I 8. Wh.t is thc gfapa,ine ? Why shorrld managers knorv how it vorks ?
9i'lltmc of his feetings, just as a little baby rrceps when he is hrmgry or he slapc his mother when he is angry.
ln both the aborrc o<amples, communication takes placc without words. But man necds sonre mearu of
Ans : There is an infornd comuication netvrork in wery olganization. People t-tk to their friends
iillnguistiCs communication in order to oglcss his fine ideas and emotions.
unofficialty in an ofhce. Most of the time, their talks d€al with persond matters but very often they
casually diro the ofEcial matters. This sort of connersation in m offrce is lrion'n c grap*ine whicli Man invtnted language which helps hi- to comuiete ancl conwrseFe with different sorts of people.
mayhdp t}le mmagers to spread and reccive informal message, pertaining to business, :. foday it has becomc an important tool of socializtion as rell as of trade and commerce.

Q..19. What are ttre nrain baniers to iommunication.? ,..

tlZS. U-,tor. the thrce basic bairriers to c<rmmunication
Aru : C,ommtmication can be succcssfrrl only when the receiver understands the nreaning of the message, Ans : Thcc basic barriers to communication ale:
I
sent by.tle s€nder. Thtre are some communication barriers whidr may blod< rlre communication process *."at
and prcven1 the sende; &om transmitting hb ideas meaningfrrlly. A few,communication barriers are
!!).f*n
(i) Interpersona
rccognized by the authors likc Bovtc et d :
(lii) Organiztional
(i) Perceptual and Ianguagc ftilference : Whenerrer.tqo parties- $re sende,S and the recefircr-have (t),,,InEapcrsond Barriers.: this indudes an individul's inbuilt banien rvhich may.blods the
different mental image ot perception of an obiec! it leads to misundentanding. Difference of
language also plap a negative role and leads to conftsion.
". comlrunication pEoccas. Somc sudr causes arc listed bclon, :

(ii) Rqsqictiwc Erwironmcnt : Whenever thc pcgplg at the top prey.urt tlre lorrer-lev.el employees from :): > Difrcrentperceptionsandlanguagedifferences
communicaping their thogghts, suclr contml and command attitg{g pmv-ep an imqrinent barrier to "' > Aftitudcs
communication.
I.,i1,,.
(iii) Distractions : Some phpiel a well as emotional distnctioru may dismrt the message. Physical iIlji..::,..10.iill,ll.il,].l,'.:,,-,.':,i',j,--ti:.'l.:
(ii) Interfrsond Barriers : The baniers between person to peson (i.c., the sendcr and the recciver)
distretiors like of the message; la.k of propcr lightin& health problem, lack of
illegibkPe copy
,. ,, eI9 _tgn$ as int€rperso,ql fiqiqq, firese baniers also hinder the communication process. Some
. physical comforts my hinda.commication. Likcwi* emotional dibtnctions like the'emotioro of . causcs leading to interpersond buies are listf,d below :
hate, anger, iealousy, fear etc. may also be a barrier in sending as well as in rcceiving a message:
t D. Emotional outbursts
(iv) Deceptive Tactics : Use of deceptive tactics like ociggeration of tlte prcfits or concealinent ofthe
facts by the manipulatiw comuicator may distortthe message and lead to misuderstanding.
(v) Communicetion N€twork : The information overloading dso disruptpsT the process of > Vocabulary
commiqtion. ' > Oeceptive uctics, adopted by thc mihipulative commuicator

56. Not mdable; 5 7. tlindm, 58. Rdrt(d to languge; 59. Talk

 2A Pnorrs$oN,c.r CoMMUNTcATtoN Trcnuc,tr Cout"tutqlcrrtou :r29

(iii) Organiza,tionaf Baniers : The communicatio. broi"rs may odst in an entire olganization whidt Itfl,lS., Wt are characteristic ftatures of ,tedraical communication ? Why is simPlicity more
oftm disrupt the smooth flow of communication. Some calses of tlre olganiational baniers are
- "t in teclrnical writing ? Elucidate.
uj, i: essential thm sonorous and figuratirrc style
> Restdctive environments where the style of rnanagement is rcry autlrodtarian. :.i .'.
i:;:i, [B.T.clL SEM. U,2olGIl' l[-T.U', Noid.I
> Distractions
'Jldr i For answer, s€e ansq,€rs to Q. numbers 12 & 13.
D Choice of inappropriae media
i.'i,0ir6. What are intrapirsonal barriers to communication ? Describe brie0y.
> Message werloading
.Fr [B.TcdL sELt u 2olGtl, B.T6h. sEM. I20rl-12, M.T.u., Noids]

Q.24. What are the aisftgd.rtrhg ftatu€s of tdnrical cornrmlriatian ? Disotss oryanizatioulbeies to il-.$...eni ,'li"
individual's inbuilt bariiirs'rwhich may block ihe comunication. process are cb[eA
tednic.l dnrnunicatbn in a proftssiorul organizatiau (8. TmlL,2008-2009) ;,:,:ifittapersonal barrierc to comrnunication. Some such barriers which'.are listed bclow hinder t]re
,..Communication process and message does not rcadr t}re rcceirrcr due tq stdr baniers uking place at his
Ans : The tarm teclnical commrmication means the trarumission of facs, figues,,ideas and all sorts oJ - 2' '
sdmtific md techniel infomtion from one to mother. Shring infomtion is actrally *re OrEr lcvel:
glue tIEt binds the organizaiton not only with the outside wodd but dso within the olganization. t'r' > Differenteducationandoilturebadground
Teclmicd commrmication rryhich can be inieinial as well as enimal'differs from general cbmrhiinication. :r > DifferentpetceptionsandlanguagedifreEnces
Some salient features of tedrnical communication are listcd belon . Technical communication.h 1",, > Attitud€s
(i) speciffc and tcchnical
tt,,.D Poorlisteningskills
i,' > WrongassumPtions
(iii) format in natule > Emotiond state
(iv) always obiective
':; > Preiudgunent
(v) based on the principle of brEvity and clarity : Qr27. Define communrcation- [B.TelL SEII{- I2OIr-r2, IvLT.U., Noidr]

Sometimes some organizrtional baden hinder the pro-cess of communication. Such olganizatiorral '. Ans : For ansver, s€e answer to Q. numhr l.
baniers ale :
Q.28. Enumear€ the merits and damcriB of qrvrald commurication
(i) Resuictive Enviromcrrt : 'The comunicatior, suffers when information is distorted,
"li-"t" : t : [B'T9cILsEI\'t'I2011'r''It["T'u"Nordal
fuagmented or blocked by an authoritarian style of management", commetrt Bovee et'al. Soinetime lrr, '-
tlrc status relationships i.e., rcletionstrip betrrvren superior and subordinate creates lidrdle in the r$rs I UEqard communication means communication from subordinates to sup€r.i9rs. Some merits of
effectiveness of commication. upward comunication are : ..,. . .

(ii) Scnsc of. Insecuity : [:& of cooperetion mong the steff hinden the omuication prccess.ilt (i) It embles t}le top-ofieids to knqqwfral in th€ o{ganizati!'Ir.
is going 94 :. .:
becomes iniurious when the fear of transfer or demotion prevents the subordinate staffr to give Ir' .
,

sugestions or laise frngers to some malpractice in arloryaniation.

(ti) The subordinates begin to have faith in their superiors.
(iii) Inadequate facilities : Iack of adequt facifities of co4qr,qicationq sudr as lhone,:c-mail" fr:q no {i+) ttrg sr&or{imtes provide a feedbadc.
,.

seminars and me$ings also rcrks as barie$ to effective communication. In such a state, people (iv) Shaing information of an org.nization helps to achieve olganizational 8oals.
doose inappropriate media that also hindcr the omuietion prccess.
(iv) Rigid rules antl rcgulations : No doubt nrles and re€ulations hglp in dre smooth wor&ing.of an
biirariization. But Sometime too ribd rules w6ik ii batiiers to cimmuiiiiiuon: For irimpll, tire
coiirplol hieiarchicil stiircture obstnrcts the fue'flo\t 6f communicati6n because in such a system a
H'-{iffiTi",ffi;;lH;iTi;i*1*l}a
mv which lead to mme problerns in tlre longway.
suruey and negrect the nega,iye points

! .r ).;' "
iunior staff member has no direct access tb the top offrcials. Conse<pen*y when th€'message (ii) ffre rcIuctance of the subordinates in communication tums into ineffectiveness of the uprrard f,ow
readres the top ofEcial after passing throug[r dilffererrt other of0cials it either liroses its bilsic form or
is diluted.
' of ommietion
(v) Distractions: The distractions whidr intercept tlre message arc genenlly physical or emotiond. But
(irl f"* oi t}re superiors and fear of iterootiori o'ften prevents the subordiiratrs from ftank and ftee
sometimes these destructions arise due to the dlnate and cultre of the organization whm people
I' i coiilnuiiication;'
Gnd it difficult to adapt tiremselves to the need of the organiational set-up. Such distractions are Q,Zf. Co*pare and contrast the dirynward Eon, of communication from the uprrrd flbw of
then termed as olgarrizational bmiers. commmication. [B.Tch. SEM. tr 20r2-r3, G.B.T.U., Ludsw]

Ir
I
 .50; Pnorrssolq,u CouMUNTcATIoN TrcnNIc,tr ComuutlIcenox r.t5[il'
Anr'':-To:function in'e team based organization infirmation floqr ftom upmrrd, dornward -! arid
horlzontal. Main diisions in an oqganization erc uni.lly iikn
Obiective fype euestions
I the top oftijats and then they flow Chooce orrect angrcdrnost appopriate
dorm"o tlib subdrdiriates wlro will cary out thern. In ugrvard flow of communication, the coworkers ansurcr for each one:
rubmlt th.ir rcporu, proposals, rcqu€sts, suggestion and some feed ba.& to their superiors whictr What does technical comrnunication stand for ?
helps
thc supcdon to kno$, abort different p,robleurs, plam, complaints of the lorcnlevel enrployeec (a) C,ommication for technicigs
and work
(b) Commuication for laymen
lffSl,,d-y.
(c) Gencralcommuication
$lp' a$ut is tcctnrtcat communication ? Dcscrib€ rhc ft.tuca of brcvity and urttity preqscly.
(d) C.ommunication for pr,ofessionals ': (B.Teh., 20O8.O9)
[B.Tc.tL SEM. Ir, 2Or2-13, Q.B.T.U., r-*nffi] What does genenl t ommunication mean
a,
(a) Generalsciencecommunication
,
Ans : For insner, sce ansrvers to Q. nurrbers 6 & 12. ,i".
(b) Cbmmunication for military generals
Q..3I. whet arc the carc of intspcr'onal barrics ? Horr do poor tistcning skills .ftct
' int€rpeGo[rel commwrication
(c) Personal and mass communiiition '
?
(d) None of the aborrc
(B.TcclL, 2008.09)
[B,Tc.IL SEItL tr,20f2-f 3, B.TccIL SEM. I 2OI2-t3 G.B.T.U. Ier&rw]
What is doumwad communication ?
Ans : The bariers betnrcm the sender and the receiver are tmred s interpersonat baniers. Sonc causes Commpnication with downuodden
leading to interpenonal baniers ale :
(b) Fallen communication
> Emotionaloutbursts (c)Fromiuiorstafftoseniorsaff :"I
> Poorlisteningskill (d) From top managenrent to subotdinate staff. (B.Teh.,2fl)8-09)
> Noiscsiriihechannel What are t}e purposes of tcchnical commrmication ?
> Ianguage
i:(4. }5!lpge "f ,n&q"ntio,.a
> Deceptirrc tactics of the manipulatiw communicator (b) Persuasion
(c) Providcinstnrctions
Poor listening skill often hinden interpersonal communic.tion. For succcssful communication,
carefrrl (d) All the aborc
and attentft/e listcning is essential. Listaring is a skill and for idcal commrmication, it is necessary
for the
Communication caniedwith a tarye audience is knovn
r€cei\'€r to leam it Listcning also depends on the use ofrrords, style oft}e communicator. as
(a) Mass communication
Q.32. What arc basic clcrnents of thc process of corilNnication ? hlist ftc rioot inportent tcvrts (ti) Verbd communication
. .,'.,:t,
of cqnrrrmietim (c) Non-verbal commmication
[B.Tcch. SEM. II, 2Orf-tZ, G.A:T.U:; fliaaroi;i'I (rI) Interpersonal *oon ni""tior,
Ans : For answer, see an*rcni to e. numltri 3 & 16. I "' Horizontal or hteral comnurnication takcc place:
Q.33. Disctss thc origin of tccturical writing.
(a) homtoptobotom
Hor coqld tcihnical yEiting U" ai"aLg"i"l"d fr.ri,
gericral writing ? O) Frcmbottomtotop
(c) Amongthepeergoup.
[B.Tcrt SEM. tr, iorr-r2, c.B.T.u:, ijrdsrm] i r""; rlr | '
(d) Non€ofih;ad;,il'''
Ans : The effcts of Ror,l soci€ry in roeo pro^o*n ure *i**" rrrc" ** .".ir*t ,r * 7.
irdlqg.i{ revolqi.ol "-"*-. The reciplocal ptocess of communication is knonn as
T l9l "fi,grl brE ght rgyoluUon i1,,$rc field of tcchnical communication- To4+y, (a) Orrc way communication
tcdmologies likc electronic uuil, video conferencing, instant mcssaging and chatting irttcrnet taegfrony
(b) Twowaycommunication
file transf€rs etc. ar pr.s& i rc to technologicar 4vanrrent" An thesc are rnorm as
' *iting. (For rcst of the answu see ansrw o e. nuurber 5).
ry$ gltcrlqical (c) Mass communication
(d) Symbolic comunication.
52 PnorrsgoNe.r. CoiraMUNIcATroN l- TECHMCAL CoMMUNIcAfloN 5A

8. Before t}re sender sends a message, he

- 15. Interpersonal communication involnes :

(a) Encodestlemessage ..... (a) Self-commuietion

i
(b) Decodes the message (b) Commmication with another person
(c) Transmits tle,message (c) Communication of the individual with mmy PmN.
(d) Smdsthefeedba& [B.Tcch. SEM. tr, 2OrGr l, M.T.U., Noida]
9. Main levels of comunication are 17. Downward Communication is meant forwhidr of the following ?

(a) Intelpersonal (a) With downtrodden people

(b) Organizatlonat j . (b) n**,r to* head of the organizatidn dovn to the lorest in the offiijal command
(c) Mass Commrmication (c) Low-level people/employees. tB.Tch. s&r. u, 2orGlt, M.T.u., Noidal
(d) Alltheabove f
lntnpersonal barries to corrmunication are carrsed by which of tfrCionoiling
to. What is lnua-personal barrier to communication ? (2008-2009) (a) Personal inbuilt tnitysituations ofthe individual
(a) Barrierbetween percon to person (b) DeficiencieVshortcomings of other Persons
(b) Individuals inbuilt bari€rs (c) Deficiency/shortcomlng ilf iine person with other person.
(c) Extemal barriers II,2OI0-ll, M.T.U., Noidal
- tB.TclL SEM.
(d) Emotional barriers (B.Tcch, 2008-09)
Limited vocabulary affecs wtrich type of communication ?
n. What is inter-penonal barrier to communication ? (a) Interpersonal communication
(a) Enmity between persons (b) Intrapersonal commication
(b) Buierof rclfishns
(c) Banier of muural diffetences - . IB.Tcid. SElvl" U,2oIGIl,I!LT.U., NoiaiJ
(d) Barrier caused by inappropriate uansaction ofwords between two dr more (M.CA,2@8{9)
Fer of superiors is related to whi(h of tfre foUowing i'
12. Main features of general commication are bmiers iL commication
1a) Intrapenonal
(a) To amuse the audiencdr€aders. (b) Organizational banie$ to communication . I .. : .

(b) Cast in decorativ€ style. comunication

t:
.(c) Interpersonal baniers to .: - ..
(c) Obiective in style I . [B.TccIL SEM. II, 2OtGl I, M,T:U., Noid.]
(d) Accurate and precise.
Matctr the parts of List Awith that of Ust B:
13. Main gateways to comrmication are
(a) Audience-centr.eil apprcactr
(b) Open commicadon climate
(c) Ethicalcomuietion
(d) All the above
t4.
(a) Interference in the comuietion process (b) Mi:cture of loud, upleasant sounds
(c) Use of indecent language (d) Use of unintelligible sormds
r5. Tedrniel comuietion stmds forwhich of the following ?

(a) It is comunication of technicians

(b) It is comuietion of mechmis
(c) It is ommmietion of professionals on technical usage. [B.Teclu SEM. I2009-10, G.B.T.U., Lrdstw]
[B.Tech. SEM. tr 2ol0-ll M.T.U., Noida]
 Pnorrsgoxer CorrtMUNIcAT'roN TrcnxIc,tr Cor*r"tuNtcr.loN
F&il#fl* fil n the Blanks in rhe fotrowing qucsdons: ln the Blanlrs
I. The directions of cornmunication cm be do,n'nnrard and horizontal.
2. Comrnunication can be formal and .....
3. The infomral chmel of communication is often caled the .......-..:....... .
4. of messages often hin&r the communication process.
or False
6. An indVidual's inbuilt barriers are knovn ts -.......y,..--..-r:... .

7, Un&r uprvzrd.communication the flonr of information is from .....................:. lerrcl.

'.Efiffiiffi tat wfrcther the following statemcnts.rc True or False :

l. There is no essential differencebetlveen tedrnicd conmunication and general commrmication.

2. Communication is defincd as an activity or. process of oEresslng i&as and feelings or of
Thin8s To Remember
people information. is Communication?
3. Tedrnical commietion is for spccific audience whereas general communicatioq is f9r all. is 'the activity or prccess of otpressing ideas and feclings or of giving people
4. The receiner encodes tlre message.
5. Exterxral communication canies information into and outofthe olganization. is a medium of communication
6. Open comtrmiation climate facilitatcs the ornmuietion procesr.in an orgmization.
is Technical C-;ommunication?
lllf3gt icat communication means gle transmission of f:cts, figures, ideas and dl sorts of scimtific and
.'icctrnical infomration ftom onc individual to anoiher.
ti' :.. 1

'All comunication, general or technical, inrrchres two persone- a speakcr or a iuiter who encodes a
Multiple Choice Questions timccptwtrich he wants to conrrrunicate'and a listaner or a itailcr rirho decodcs the message and converts
ktntomeaning. ..
grigin and Scope of Technical C,ommunication
[.hc efforts of Rqral Society in 1660 pomptcd the scientific researctrs, lat€r tlre o.ut-break of tlrc
Irdustrial rerrolution in I8t ce4n{f brcught revolution in the fidd of tedmicd comrnmication. Today,
$
iiclurologies such as the intemet, e-mail, voie mail and faxes allow people to work fas .tet, better and also
[i clreapcr way. It paves the path 6or gtolal cotllrration

iiii ,lllhat isTechnical wdtten CommuniciaHon ?

Scclrnicalwriting is the practical writing that people do +. part of their iobs', writc Peulcy and Riod.n.
Dfferent kinds of documents njrch'as rcports, proposals, teclinical aitides, instruction maniials, broCliEes
@) is dourward ommication
etc. are the means of t€dudcal writt€n communication.
G) sponta+qglrq pgrrssron gf Iryponsgs/ideas

(d) iuecalbai:iiperiitiaiiin:ery " lmpact of Industriat Revolution on Technicat Writing

Electonic mail, vid.o conferencing, instant m€ssagint md chat, intmet telephony file transftrs, locate
(e) an event mied back to some one lnfomtion from oaemal sources, all this gtobal collabomtion is possible duc to these gifts of indtrstdal
rwolution.
 PnomsgoNer CorvtMUNIcAfl oN TrcHr.uce,r'CouuuNrc^toN
Significance/ Relevance of Technical Writinb in writing depends on
Tedrnic.IWdting is used either '
Gontcnt
e Toinform
e To instruct the audiencc and
o .To..persuadc. the purpose

Features of Technical lllrifings as aTooI of Communication

l. Usi of farnilfar and eaqf words. Hclps in transmitting idcas end mssages form one person.to anotler.
2. Useofclearsentcnces. -- TIre sen&r and rhe receiver should haw a cornmon language ;
3. Useofscntencesofmodcratelqrgtlr" .

4. Useofiitfircvotue. of C,ommunicdion
5. Aroid redrurdantphrases. : Commrmication betrrveen a sendcr and a rcceiv€r.
6. Avoidinaccrrrateoeressions... . i'-..' . :'1.:l : Communication in and out of organization and alco among ernployees of an
7. Logicaldivisionofparagraph. serrring on different posts-

Features of Cleneral Writing

communication : Fast commimicatidn ttuoirgtr:rewspafi, magazines etc. d€pending on
tcdmologicat equipments.
l. Contentmaybe general innature.
2. Purpose may be to amuse the readers. FIow of Communlcation
3. Caneral mitings ere oftcn cast in p€rsonal or objective style, : From tlre top to bottorn
4. Thqf riic cast in it€coritirrc style, incliiding use of bombastic rrrords. : Frorr dre bottom to top.
5. They are not mearrt for a specific rcader. or leteral : Among the peer group.

Difference between T.echnical Writings and, een€ral Writingg

to C-ommunic4ion
Teclnical Writings Gen ral Writings ' PcreTtual
l. Aim is to impart infomration, l. Aimsatamusement
and langqage Diftrencs.
insuuctions end oglanations Restrictive Environment
t:
2._'OEectrv€-Sty{i ' 2. Subidctiva/ pdsonal srtyle Distr.ctions : pllysical ae rell .s crnotional.
3. l{ccuratelndircrise 3; Decbratnrc and bomMstii Dcceptivr Tacrics.
L simptetiutihiitive 4. Use of eitiarragant rrroiils
i Communfuation Netmrk : Information overloadi:ng.
5. Rclated to specific profession "5. R&atcd to ufe'i" c"r,ri*I
6. Usc of tedrnical tsms. 6-,.Ue of, corunonrrrods .
uray of Cat€gorizing Communication Barriersi
sqdg,i obj.e,4ne ptvre as confarv ib- uterary c;mpqsition "' Plqrical Barriers

Obiectivc Style r : Literary Composition

D Nois
l. heciseandaccrrrate l. Ue of srperfluousuords D Erwiroment
2. Simpleandclear 2. 'Use
o;f figiati{t brigu.s" > Defccts of Channd, Medium and.Media
3. edntcnt is iiiipersonal 3, &lntent is persoiral ' :
> InadequateFacilities
4. Useoftcchriicalinnirs 4. Useofcommonti:i{ns
 PnorrssloNrtr CoMMUMcAnoN
o Senrantic Barriers
e
-
OryanizationalBarriers
D RestrictiveEnvironnents
> Deceptive Tactics
> Senseoflnsetrity
>. RegidRulesandRegulations
) Closed Communication Climate
:

o Slocio-PsychologicalBarriersl
> Attihrdes

> ResistancetoChange

Ways to Overcome the Communication Earriers

o Adopt an audience cenftd approadr.
e Foster an open communication dimate.

o Commit to Etlfcal comrnunication-

e Crearc lean and eftcient messages.