Lecture No 1:

Introduction to Communication Skills:

Effective communication is the foundation of sound management. A free flow of information

and ideas throughout the organization is as essential to corporate health as circulation of blood in
the human body. No interpersonal or group activity is possible without communication.

What is Communication?

Communication is difficult to define. However it involves enabling someone else to understand

what we want to tell them, hat is often referred to as our message. We probably think of a
message as being factual, and it is true we can communicate facts, but in everyday situations
also hope to communicate our opinions and emotions. As well as informing our listener or
reader, we may hope to amuse, entertain, or mislead, for example.

Communication involves an audience. In the case of one-way spoken communication, such as a

radio broadcast, a member of the audience can justifiably be referred to as ‘listener’, since they
have no opportunity to respond or intervene. However, in two way communication such as face
to face conversation, the social role of listening often involves considerable amount of talking.
This involves partner in spoken communication which means interaction.

Why to Communicate?

This is an essential question, as to why communicate? In fact, as human being it is our need to
communicate our desires, emotions, and feelings. So as a human need communication is
necessary.

Communication Process

In simple terms, as discussed above, communication involves sender or encoder and receiver the
decoder. The core of this process is the message which is sent through either verbal or non verbal
channel of communication.
This is how communication works. Above diagrams suggest communication process in simplest
terms however there involves subtle details in the communication process which will be covered
in upcoming lectures.

Lecture No 2:

Communication Skills in an Organization:

An organization is a group of people associated for business, political, professional, religious,

athletic, social or other purposes. Its activities require human beings to interact and react, that is,
to communicate. They exchange information, ideas, plans; order needed supplies; make
decisions, rules, proposals, contracts and agreements. Communication is the life blood of any
organization. Communicating effectively in speaking and writing extends across all areas of
business, including management, technical, clerical and social positions. Therefore, before
starting the communication in an organization it is necessary to discuss components of
communication process and the details which affect the sending and receiving precess.

Message Receiver

Experience
Sender
Skills, attitude,
Experience values,
Medium perceptions
Skills, attitudes Decoding
Verbal, Non
Values, verbal
perceptions
 Context /Stimuli

Components of Communication Process:

Therefore, following elements are components of communication.

 Context
 Sender-encoder
 Message
 Medium
 Receiver- decoder
 Feedback

Communication is processed through verbal and non-verbal communication.

Non-Verbal Communication Modes

What is non-verbal communication?
Definition : “Nonverbal communication involves those nonverbal stimuli
in a communication setting that are generated by both the source
[speaker] and his or her use of the environment and that have potential
message value for the source or receiver [listener] (Samovar et al).
Basically it is sending and receiving messages in a variety of ways
without the use of verbal codes (words). It is both intentional and
 unintentional. Most speakers / listeners are not conscious of this. It
includes — but is not limited to:

o touch
o glance
o eye contact (gaze)
o volume
o vocal nuance
o proximity
o gestures
o facial expression ? pause (silence)
o intonation
o dress
o posture
o smell
o word choice and syntax
o sounds (paralanguage)

Broadly speaking, there are two basic categories of non-verbal

language:
nonverbal messages produced by the body;
nonverbal messages produced by the broad setting (time, space,
silence)

Why is non-verbal communication important?

Basically, it is one of the key aspects of communication (and especially
important in a high-context culture). It has multiple functions:

o Used to repeat the verbal message (e.g. point in a direction while

stating directions.
o Often used to accent a verbal message. (e.g. verbal tone indicates
the actual meaning of the specific words).
o Often complement the verbal message but also may contradict.
E.g.: a nod reinforces a positive message (among Americans); a
“wink” may contradict a stated positive message.
o Regulate interactions (non-verbal cues covey when the other
person should speak or not speak).
o May substitute for the verbal message (especially if it is blocked
by noise, interruption, etc) — i.e. gestures (finger to lips to
 indicate need for quiet), facial expressions (i.e. a nod instead of a
yes).

Note the implications of the proverb: “Actions speak louder than

words.” In essence, this underscores the importance of non-verbal
communication. Non-verbal communication is especially significant in
intercultural situations. Probably non-verbal differences account for
typical difficulties in communicating.

Cultural Differences in Non-verbal Communication

1. General Appearance and Dress

All cultures are concerned for how they look and make judgements
based on looks and dress. Americans, for instance, appear almost
obsessed with dress and personal attractiveness. Consider differing
cultural standards on what is attractive in dress and on what constitutes
modesty. Note ways dress is used as a sign of status?

2. Body Movement

We send information on attitude toward person (facing or leaning

towards another), emotional statue (tapping fingers, jiggling coins), and
desire to control the environment (moving towards or away from a
person).

More than 700,000 possible motions we can make — so impossible to

categorize them all! But just need to be aware the body movement and
position is a key ingredient in sending messages.

3. Posture

Consider the following actions and note cultural differences:

o Bowing (not done, criticized, or affected in US; shows rank in

Japan)
o Slouching (rude in most Northern European areas)
o Hands in pocket (disrespectful in Turkey)
o Sitting with legs crossed (offensive in Ghana, Turkey)
 o Showing soles of feet. (Offensive in Thailand, Saudi Arabia)
o Even in US, there is a gender difference on acceptable posture?

4. Gestures

Impossible to catalog them all. But need to recognize: 1) incredible

possibility and variety and 2) that an acceptable in one’s own culture
may be offensive in another. In addition, amount of gesturing varies
from culture to culture. Some cultures are animated; other restrained.
Restrained cultures often feel animated cultures lack manners and
overall restraint. Animated cultures often feel restrained cultures lack
emotion or interest.

Even simple things like using hands to point and count differ.

Pointing : US with index finger; Germany with little finger; Japanese

with entire hand (in fact most Asians consider pointing with index finger
to be rude)

Counting: Thumb = 1 in Germany, 5 in Japan, middle finger for 1 in

Indonesia.

5. Facial Expressions

While some say that facial expressions are identical, meaning attached to
them differs. Majority opinion is that these do have similar meanings
world-wide with respect to smiling, crying, or showing anger, sorrow, or
disgust. However, the intensity varies from culture to culture. Note the
following:

o Many Asian cultures suppress facial expression as much as

possible.
o Many Mediterranean (Latino / Arabic) cultures exaggerate grief or
sadness while most American men hide grief or sorrow.
o Some see “animated” expressions as a sign of a lack of control.
o Too much smiling is viewed in as a sign of shallowness.
o Women smile more than men.
6. Eye Contact and Gaze

In USA, eye contact indicates: degree of attention or interest, influences

attitude change or persuasion, regulates interaction, communicates
emotion, defines power and status, and has a central role in managing
impressions of others.

o Western cultures — see direct eye to eye contact as positive

(advise children to look a person in the eyes). But within USA,
African-Americans use more eye contact when talking and less
when listening with reverse true for Anglo Americans. This is a
possible cause for some sense of unease between races in US. A
prolonged gaze is often seen as a sign of sexual interest.
o Arabic cultures make prolonged eye-contact. — believe it shows
interest and helps them understand truthfulness of the other
person. (A person who doesn’t reciprocate is seen as
untrustworthy)
o Japan, Africa, Latin American, Caribbean — avoid eye contact to
show respect.

7. Touch

Question: Why do we touch, where do we touch, and what meanings do

we assign when someone else touches us?

Illustration: An African-American male goes into a convenience

store recently taken over by new Korean immigrants. He gives a
$20 bill for his purchase to Mrs Cho who is cashier and waits for
his change. He is upset when his change is put down on the
counter in front of him.

What is the problem? Traditional Korean (and many other Asian

countries) don’t touch strangers., especially between members of
the opposite sex. But the African-American sees this as another
example of discrimination (not touching him because he is black).
 Basic answer: Touch is culturally determined! But each culture has a
clear concept of what parts of the body one may not touch. Basic
message of touch is to affect or control — protect, support, disapprove
(i.e. hug, kiss, hit, kick).

o USA — handshake is common (even for strangers), hugs, kisses

for those of opposite gender or of family (usually) on an
increasingly more intimate basis. Note differences between
African-Americans and Anglos in USA. Most African Americans
touch on greeting but are annoyed if touched on the head (good
boy, good girl overtones).
o Islamic and Hindu: typically don’t touch with the left hand. To
do so is a social insult. Left hand is for toilet functions. Mannerly
in India to break your bread only with your right hand (sometimes
difficult for non-Indians)
o Islamic cultures generally don’t approve of any touching between
genders (even hand shakes). But consider such touching
(including hand holding, hugs) between same-sex to be
appropriate.
o Many Asians don’t touch the head (Head houses the soul and a
touch puts it in jeopardy).

Basic patterns: Cultures (English , German, Scandinavian, Chinese,

Japanese) with high emotional restraint concepts have little public touch;
those which encourage emotion (Latino, Middle-East, Jewish) accept
frequent touches.

3. Smell

o USA — fear of offensive natural smells (billion dollar industry to

mask objectionable odors with what is perceived to be pleasant )
— again connected with “attractiveness” concept.
o Many other cultures consider natural body odors as normal
(Arabic).
o Asian cultures (Filipino, Malay, Indonesian, Thai, Indian) stress
frequent bathing — and often criticize USA of not bathing often
enough!
 4. Paralanguage

o vocal characterizers (laugh, cry, yell, moan, whine, belch, yawn).

These send different messages in different cultures (Japan —
giggling indicates embarrassment; India – belch indicates
satisfaction)
o vocal qualifiers (volume, pitch, rhythm, tempo, and tone).
Loudness indicates strength in Arabic cultures and softness
indicates weakness; indicates confidence and authority to the
Germans,; indicates impoliteness to the Thais; indicates loss of
control to the Japanese. (Generally, one learns not to “shout” in
Asia for nearly any reason!). Gender based as well: women tend
to speak higher and more softly than men.
o vocal segregates (un-huh, shh, uh, ooh, mmmh, humm, eh, mah,
lah). Segregates indicate formality, acceptance, assent,
uncertainty.

Lecture Notes on The Communication Flow in an Organization

In an organization, communication flows in 5 main directions:

1. Downward
2. Upward
3. Lateral
4. Diagonal
5. External
Downward Flow of Communication
Communication that flows from higher to lower level in organization is a downward
communication. In other words, communication from superiors to subordinates in a chain
of command is a downward communication. This is used by the managers to transmit
work related information to the employees at a lower level. They require this information
for performing their jobs and for meeting the expectations of their managers. This has
following purposes.
 Providing feedback on employees performance
 Giving job instructions
  Highlighting the areas of attention
 Providing an understanding of their job is related other jobs in the organization
Examples are organization publication, letters, group meetings.

Upward Flow of Communication

Communication that flows from lower to a higher level of organization is called upward
communication. It provides feedback on how well an organization is working. Subordinates use
upward communication to convey their problems and performances to their superiors.
Subordinates also use this flow to show how well they have understood the communication
system. It can also be use in by the employees to share their views and ideas to participate in the
decision making process. Upward communication system leads to a more committed and loyal
workforce in an organization because the employees are given a chance to raise and speak
dissatisfaction issues the higher level. The manager get to know about the employees feelings
toward their jobs, peers, supervisors and organization in general.

Grievance redressal system, complaint and suggestion box, job satisfaction surveys etc all help
in improving upward communication.

Lateral/Horizontal Flow of Communication

Communication that takes place at the same level of organization is called Lateral flow of
communication, i.e between peers, between managers. The advantages are as follows: I t saves
time, it facilitates coordination, facilitates cooperation among peers, provides social and
emotional assistance, it helps solving problems, it is a means of information sharing.

Diagonal Communication

Communication that take place between the managers and employees of different group work is
called diagonal flow of communication.

External Communication

Communication that take place between manager and the suppliers, vendors, banks, financial

institutes, etc.

Informal

Grapevine Communication

This is an informal channel of communication. It is so called because it stretches throughout the

organization, irrespective of authority level. It exists at lower level. It generally develops due to
various reasons. One is when organization is facing recession, the employees sense insecurity.
Also employees do not have self confidence and they form unions. Some tomes managers show
favorable attitude toward some employees so there emerges this form of communication. It
discusses rumors of promotion, transfer of the employees. It spreads like fire and it not easy to
locate the source

Pros and cons of Grapevine Communication

 Grapevine carry information rapidly

 The managers get to know the reaction of employees on their policies
 It creates sense of unity among employees
 Emotionally supportive.
 It supplements other sources of information
Disadvantages are as follows:
It carries partial information
It is not trustworthy
Productivity of employees is hampered
Leads to hostility toward executives
A smart manager should take care of the grapevine.
.

Gossip

Lecture No 4

Barriers to Communication Compiled from Professional Communication by

Anura Koneru (2008) McGraw Publishing Company

Barriers:

The word ‘barrier’ means a thing that makes communication or good relationship between
people difficult or impossible. Hurdle or problems which affect the transmission of information
from the sender to the receiver in the communicative process are called communication barriers.
Communication is a dynamic or complex interactive process involving shared ideas, opinions or
assumptions. So there are various problems which create miscommunication. These problems
mainly arise from wrong assumption made about the sender or the message itself.
A large number of organizational problem are the causes of communication barriers. Several
types of barriers prevent us from making a positive relationship with our collogues. However in
order to improve the effectiveness of communication one must identify the barriers. They are as
follows:

 Physical Barrier
 Psychological Barrier
 Semantic Barrier
 Organizational Barrier
 Interpersonal Barrier

Physical Barrier:

Insufficiently insulated rooms, sound related to physical disturbances or distractions either in the
surrounding environment or somewhere close by can be termed as physical barrier. Unsuitable
body gestures, fiddling with the bunch of key or pen all create physical barrier.

Psychological Barrier:

Mental disturbance of any type which distracts the speaker or prevents him from paying attention
to the message, is defined as psychological barrier. It could be of many reasons, ego hang ups,
anxiety, preconceived ideas and notions, pre-occupations etc. Background and hierarchical
difference of sender and receiver create barriers. Personal biases, prejudices can have negative
repercussions on the entire process of communication. Know it all person can create
psychological barrier.

Semantic Barrier:

Selection of unsuitable words, incomplete sentences can prove to create semantic barrier. The
absence of clarity and preciseness in the message can create semantic barrier.

Organizational Barriers:

In any kind of organizational set up, there could be, two basic channels of communication----
formal and informal. Both these systems are important to carry information.

Interpersonal Barriers:

Emotional reactions, positive and negative attitude of the speaker, wrong timing and inattentive
listening can create interpersonal barriers. Language is not only the means of communication
but the emotions are also there to communicate.
Lecture No. 6/7

THE FOUR LANGUAGE SKILLS: AN OVERVIEW

What is language?

Language is intimately tied to man’s feeling and activity. It is bound up with nationality, religion
and the feeling of self. It is used for work, worship, and play by everyone, be the banker or a
beggar, savage or a civilized. When a person speaks, he produces vocal noises that are associated
with cultural meanings. A listener from the same language community hears and understands the
meanings.

The components or substance of language comprise vocabulary, grammar and sound

system, the material used in human communication. Communication involves comprehension
and production of spoken and written language, or in terms of user’s activity, listening, reading,
speaking and writing. Each of the four modes or skills of communication has its own distinctive
properties, which affect the way language is communicated.

Listening, speaking, reading and writing are the four language skills. Listening and
reading are receptive skills through which we receive target language input while speaking and
writing are productive skills.

The Listening Skill:

Importance of Listening Skill:

Of the four language skills, listening skill has primary and fundamental importance. As, this is
the skill which humans first encounter. For example a child is exposed to the rich data of
language through listening to his environment. Therefore, linguists assign this skill, i.e. the
listening skill as the most important one in learning second or foreign language: the gasoline in
the engine of second or foreign language. It is not just what you are listening to it, it is what you
are listening for.

The Aural Comprehension Process:

The capacity even of native speakers or advanced learners to understand spoken language, quite
apart from the familiarity of the subject matter is affected by three factors:

 The complex way in which we process what we hear.

 The characteristic of spoken language in different circumstances.
 The level of understanding.
We do not perceive whole sentences as a sequence of isolated sounds. Normal speech is
so rapid that one cannot listen to complete sounds, yet through listening process one can
comprehend the message. We can even hear sounds which have been drowned in the
noise. What seems to be happening is that listeners take in the raw material of speech and
immediately try to organize it in to sensible chunks of language. In this process the
listener becomes selective in concentrating on the elements of utterances which give
significant information.

Good Listening Techniques:

 Predicting
 Inferring
 Monitoring
 Clarifying
 Responding
 Evaluation
(Read Helgesen 2003)
Before listening any conversation, the learner should first be ready to pre-listening task,
that is getting ready to listen to the gist of the conversation( the global listening)

The Speaking Skill:

For language learners to speak efficiently following strategies must have a reasonable command
over vocabulary and grammar. But this knowledge is not simply sufficient. Following four skill
area of speaking competence are required for effective communicative competence.

 Phonological Skill: Learners need to be able to blend the sounds, the stress and
intonation. Sounds of English? VOWEL AND CONSONANTS

STRESS INTONATION?

 Speech Functions: Why a learner is speaking, for asking a question, offering reasons, etc.
 Interactional Skills: In face to face interaction, the learner must learn to take turns,
redirect the topic, negotiating meaning, initiating, maintaining and closing the
conversation.
  Extended Discourse Skills: Learners must often produce long stretches of uninterrupted
language for narrative, expository, descriptive discourses.

The Reading Skill:

Reading is of the receptive skills of language. For many students reading is by far the most
important skill in second or foreign language learning as it helps in reading foreign language
literature whether it is reading scientific literature at reasonable rate or for passing an
examination. Therefore, in language learning process effective reading is critical.

The Reading Process:

Understanding a written text means extracting information from it as efficiently as possible.

While going through a text, e.g. an advertisement on a sign board or reading a scientific journal,
we quickly adapt to the reading process suitable to each of these, i.e. quickly getting the
information from the advertisement and rejecting the irrelevant one and quickly getting the gist
of the journal respectively. Therefore, in a reading process one should consider the following
elements.

Reading:------- Careful Reading

Quick Reading

Skimming and Scanning

What Do We Read:

Following is the list of the text type we usually come across:

 Novels, poems, short stories, etc.

 Letters, postcard, telegram, notes
 Newspapers, magazines
 Business letters, reports, specialized articles
 Handbooks, textbooks
 Advertisements
 Notices, rules and instructions
 Why Do We read? :

Reading has two purposes

 Reading for pleasure

 Reading for information

How Do We Read? :

 Skimming: quickly running one’s eyes to get the gist of the text
 Scanning and searching: To go through the text to get the particular piece of information,
e.g. a word which already exists in the text and searching is to get to the meaning not by
the specific word but by looking the meaning through index or within the text through
exploring hidden meanings.
 Extensive Reading: Reading larger text for pleasure
 Intensive Reading: Reading shorter texts for extracting information
 Surveying: Reading first and last paragraph of a journal article or first and last chapter of
a book is called surveying.
See also Study Skills in English ….Michael J Wallace

While reading one should always consider the aim of the reading, reading a text thoroughly
without considering the aim of the reading is a sheer waste of time. Students can never read
efficiently unless they adapt their reading speed and technique to their reading purpose.

The skills for reading are as follows:

 Predicting: This is essential to all reading techniques as while reading one should
anticipate what to come next. This allows the reader to stop as the end of the each
sentence and should predict about what’s likely to come next.
 Previewing: Unlike predicting, previewing is very specific reading technique which
involves using the table of contents, the appendix, the preface, the chapter and paragraph
headings, in order to find out where the information is likely to be.
 Anticipation: Motivation is of great importance when reading. Partly because we usually
read what we want to read, expecting to find answers to a number of questions. This
expectation on the part of the reader is the inherent relationship between the reader and
the text.
 Skimming: This is getting the summary or main idea of the passage.
 Scanning: This is to look for specific information.

The Writing Skill:

To write is to put down the graphic symbols that represent a language one understands. In a
second language, in our case, English is to put down the language at a considerable speed. The
writing is divided into following stages.

 Prewriting
 Composing
 Revising
 Editing
 Publishing

Purpose and Audience of writing: There are many reasons to write, entertaining, informing,
persuading and reflecting.. A writer needs to know why he is writing before he begins to write.

Essential Questions:

What is my purpose?

Who is my audience?

What do I think about my topic?

What o I want my reader to know or feel?

Writing has following purposes:

Expressive Writing: Imaginative writing, stories, narratives.

Informative Writing: Factual information

What is Communication?
The word 'model' refers as representation of a process, and event or a situation. It is
not a separate or independent method rather it is the representation of an existing
object. The communication model is similarly a symbolic representation of
the communication process. It does not show the details of a message rather it
presents only those elements which are related to the object of sending a message.

Communication model can be verbal, arithmetical, graphical or pictorial.

W.R. Traccey in his 'Designing, Training and Development Systems' qouted as

"Communication model is a representation of a process and not any separate
system rather a simple may to present the various oriented elements."
 A simple communication model
So, the whole process that starts from sending and ends up with receiving of any
message or information if represented through verbal, arithmetical or pictorial way
can be defined as communication model.The word 'model' refers as representation of
a process, and event or a situation. It is not a separate or independent method
rather it is the representation of an existing object. The communication model is
similarly a symbolic representation of the communication process. It does not show
the details of a message rather it presents only those elements which are related to
the object of sending a message

What is the function of Communication Model?

Communication model helps us to know about various aspects of communication.

And therefore the importance of communication model can be described as follows:

1. Determination of Effectiveness of Communication: In communication process,

three things i.e. sender, message and receiver are significant. Essential elements of
communication process are represented through communication model and such
model helps us to measure the effectiveness of communication. Such model helps in
our decision making.

2. Representation of Methods: Communication models are pictorial representation

of communication process. So, elements & aspects related to communication process
are brought into picture which provides complete idea.

3. Use as a Sample: Communication model involves pictorial representation of

various elements of communication process which can be used as a sample for further
research and investigation.

4. Measure of Inflexibility: Communication model is rigid but communication is

ever changing. To understand the nature of inflexibility, communication model can
be an essential source.

5. Representation of Objective: Communication model represents the objectives and

its related aspects regarding the message sent and therefore creates a meaningful
picture.

At concluded point, Above discussion presents that how much importance bear
communication model for modern communication.

Communication model helps to learn about sending and receiving of messages and
represents various pictorial aspects and forecasts about elements that are responsible
for success or failure.

J. Millen, a famous scholar, has suggested three functions of communication model,

which are:

1. To learn Something: Communication model helps to learn about sending and

receiving of message and other related elements of communication process. As a
result both superiors and subordinates acquire knowledge and get interactive to
make proper communication.

2. Research and Investigation: As communication model represents various pictorial

aspects, researchers find their means or sample for further investigation. As a result,
new innovation is possible.

3. Forecasting: Elements that are responsible for success or failure for

communication can be foretasted through communication model. Such model assumes
about the types of communication to be effective for particular situation or location.

Oral communication is one of various types of communication which is submitted by

the sender through the word of mouth. It gets the shape of speech and listening. It
happens by words arranged in meaningful patterns.

Oral Communication

Oral communication happens across group discussion, speech, face to face

conversation, telephones, and in meetings and conferences.

Oral communication conveys different types of social and work related news,
information and trends to be rather accurate and faster than the most used formal
communication channel. So, oral communication refers to the following matters-
face to face conversations, conversations over telephone, radio broadcasts,
interviews, group discussions, meetings, conferences, seminars and speeches etc.

Oral communication is used when the faster ways of communication is needed or

need to be deliver information directly. By oral communication, management can
spread messages to the relevant persons withing very short time.

From the above discussion with oral communication, We find out some
characteristics of such communication which are below:

1. Oral communication happens through the delivery of words of mouth one person
to another.
2. Receiver uses his hear to listen.
3. Oral communication is faster way to spread out information, message etc.

So, communication which takes place by the using of words of mouth and listening is
called oral communication which is a faster way rather than any other short
of formal communication and informal communication.

Communication is a way of exchanging message, information or emotions between

sender and receiver. In the process of communication, there may be 'noise' which is
called barrier to communication. So, any problem, interference on on hindrance to
the process of communication is identified as the barrier to communication.
Luise E. Boone and Others said about barriers to communication...

"Communication barriers are the problems that arise at every stage of the
communication process and have the potential to create misunderstanding and
confusion."
Barriers to communication may happen at three levels:
1) At the level of sender
2) At the level of medium
3) At the level of receiver

Any type of barrier is a threat and can cause miscommunication, misconception and
confusion. All these work against unity, teamwork & co-ordination.

Communication starts from individual and moves forward to encompass with mass
people. How network develops for communicate is never simple to describe
because consciously or unconsciously we communicate through various means
towards various places or location. Internal communication is such which occurs
within the entity between and among the employees and such communication may
happen formally or informally to meet the internal demand.

Strong internal network makes the entity capable to function, manage and operate
effectively. Therefore it is always required and suggested to provide more emphasis
on such communication since it is termed as the backbone of an organization.
Verbal Communication

Verbal communication is the expression of information through language

using words and grammar. A communication using oral or written methods
known to be verbal communication or verbal communication is a method
that uses oral and written expression.

Face to face communication, conversation, meeting, interview etc. are the

methods used under oral communication. Whereas letters, memos, report,
interment, telex, fax, telegram and others are used for written
communication. Both oral and written communication methods can be used
jointly or uniquely to create verbal communication.

In our daily life, We deal and play role with family members, friends,
classmates, co-workers, sales people, customers and professionals and
with all of them we use written and oral methods or both to convey our
message, information, news, views ideas etc. what are we doing is actually
termed verbal communication.

For example: When we place order for goods, we use formal letters to
order. If the order is accepted by the supplier, he makes confirmation
through letter, fax, internet or telephone. When the goods are received, we
also assure the receipt of goods through letters, fax, telephone or internet.
There both written and oral methods are used and therefore verbal
communication is made.

Definition of Grapevine Communication:

The grapevine is a communication system or process which is barely informal
communication system. It is comprised of gossip and rumor. More and wide
information can be transmitted through grapevine communication system. But there
is also some negative ideas about grapevine communication system. But another
image is shown by the reality. In the real world, it exists together with the formal
communication system.
According to Prof. Keith Davis,

"Grapevine arises from social interaction, It is as fickle, dynamic and varied as people
are. It is the exercise of their freedom of speech and is a natural, normal activity".

Features of Grapevine communication

As we know that the most informal communication system of an organization

is grapevine communication system. Grapevine network is commonly criticized for
its widely features. The features of grapevine communication can be discussed both
in positive and negative manners. We will go for that after a few moment.
.According to Prof. J. W. Newstrom and others,

"Grapevine has three main characteristics--

1. It is not controlled by management.

2. It is perceived by the most employees as being more believable and reliable.
3. It is largely used to serve the self-interest of those people withing it."
Now features of grapevine can be discussed in the following manner:-

1.Flexibility: There is no formal control on grapevine. For this reason, It is more

flexible communication system than any other ways of communication.
2. Lack of control: Actually, there is no managerial control over the grapevine
communication system. It is grown by itself.

3. Rapid communication: Grapevine communication system is more faster than

other formal or informal channels of communication.

4. No record: We can't keep any documentary record or evidence of grapevine

communication system that can be shown or produced as future reference.

5. Used for self-interest: As grapevine communication system is produced by gossip

and rumor, It is basically used for self-interest of the employees of an organization.

6. Popular among employees: This communication system is much popular among

the employees than other formal or informal channels.

7. Distortion: Distorting of real massage is one of the major features of grapevine

communication system. In this communication process, information passes rapidly
man to man. That's why the information losses its originality.

8 Spontaneous: Grapevine is basically spontaneous. It passes rapidly and

spontaneously from top to bottom of the organization. Here is no need to make any
effort to make it successful.

Mass communication is a special kind of social communication involving distinctive

characteristics of the audience, the communication experience and the communicator.
The term 'Mass' means large or huge people. When communication occurs between
large people it is defined as mass communication. But such definition is not all.
Actually, mass communication is a process through which a message is widely
circulated among the persons who are far and away from the source. For mass
communication, a large number of audience, some intermediary channels and vast
boundaries of space are required.
In upward communication system, communication flows from down to upward, i. e.
from subordinates to superior levels. This communication takes place either in the
nature of feedback or in the nature of original thoughts and suggestions at the
initiative of the lower levels.

In such communication system, the communication are invited from the lower levels
via the feedback loop and the lower level acts as the sender and the upper level
receives the messages. In this types of communication, the subordinates convey their
actions, attitudes and opinions about varied subjects of vital concern to their
superiors.

Upward communication is often communicated for decision making purposes.

Subordinates pass information about progress and problems to superiors so that
superiors i.e. Management can decide what to do and when to do.

Some popular writers have defined Upward communication as...

M.C Shukla stated for Upward communication as" Upward communication means
the flow of information from the subordinates to the superiors."

Griffin stated as" Upward communication consists of messages from subordinates to

superiors. This flow is usually from subordinates to their direct superior and so on up
the hierarchy."

S.P. Arora said about Upward communication " Upward communication refers the
flow of information from the lower level to the higher level."

The following types of messages or information is communicated through upward

communication:

1. Progress and performance reports.

2. problem and exceptions to routine performance.
3. Ideas and suggestions for improvement and problem solving.
4. Requests for financial and accounting assistance and information.
5. Expression of attitudes, grievances and disputes that influence performance
both directly and indirectly.
The upward communication flows in the following way:
 Upward communication Flows

Effective upward communication requires an environment in which subordinates feel

free to communicate since the organizational climate is greatly influenced by upper
management. Actually to make effective upward communication, There must be
ensured such a communication environment so that subordinates can provide
necessary feedback too.

The message may distorted in upward communication at the time of its transmission
to the upward level. In upward communication, the distortion is very often in the
nature of omission of the part of the information.

Main objectives of upward communication is to provide information to managers and

hence subordinates should send message properly and effectively.

So, when communication flows from workers/employees level to upper

level/superiors/Management is called as Upward communication. Distortion of
message can be happened in such communication.

Mass communication tools are TV., Radio, Newspapers etc.

Sydney Head suggest five things for mass communication, which are...

1. Large audience.
2. No difference among audience.
3. Some form of message reproduction.
4. Quick distribution of message.
5. Low unit cost to the customers
In the light of above discussion, it can be said that mass communication is a process
of communicating with general people quickly at a time through the use of various
channels like radio, television or newspapers etc.

Transcript of President Obama's acceptance speech at the Democratic

National Convention, as delivered. Source: Federal News Service:

Enlarge this image

President Obama gives his acceptance speech at the Democratic National Convention in
Charlotte, N.C., on Thursday.
Alex Wong/Getty Images

PRESIDENT OBAMA: Thank you. (Sustained cheers, applause.) Thank you.

Thank you. Thank you so much.
AUDIENCE MEMBERS: Four more years! Four more years! Four more
years!
PRESIDENT OBAMA: Thank you.
AUDIENCE MEMBERS: Four more years! Four more years! Four more
years!
PRESIDENT OBAMA: Thank you so much. Thank you. Thank you very
much, everybody. (Cheers, applause.) Thank you.
Michelle, I love you so much. (Cheers, applause.)
A few nights ago, everybody was reminded just what a lucky man I am.
(Cheers, applause.)

Malia and Sasha, we are so proud of you. (Cheers, applause.) And yes, you
do have to go to school in the morning. (Chuckles.) (Laughter, applause.)

And Joe Biden, thank you for being the very best vice president I could have
ever hoped for — (cheers, applause) — and being a strong and loyal friend.

Madam Chairwoman, delegates, I accept your nomination for president of

the United States. (Cheers, applause.)

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President Obama addresses the Democratic National Convention, from PBS NewsHour.
PBS NewsHour YouTube

AUDIENCE MEMBERS: (Chanting.) Four more years! Four more years!

Four more years! Four more years!
PRESIDENT OBAMA: Now, the first time I addressed this convention, in
2004, I was a younger man — (laughter) — a Senate candidate from Illinois
who spoke about hope, not blind optimism, not wishful thinking but hope in
the face of difficulty, hope in the face of uncertainty, that dogged faith in
the future which has pushed this nation forward even when the odds are
great, even when the road is long.
Eight years later that hope has been tested by the cost of war, by one of the
worst economic crises in history and by political gridlock that's left us
wondering whether it's still even possible to tackle the challenges of our
time. I know campaigns can seem small, even silly sometimes.

Trivial things become big distractions. Serious issues become sound bites.
The truth gets buried under an avalanche of money and advertising. And if
you're sick of hearing me approve this message, believe me, so am I.
(Laughter, cheers, applause.)

But when all is said and done, when you pick up that ballot to vote, you will
face the clearest choice of any time in a generation. (Cheers.) Over the next
few years big decisions will be made in Washington on jobs, the economy,
taxes and deficits, energy, education, war and peace — decisions that will
have a huge impact on our lives and on our children's lives for decades to
come.

And on every issue, the choice you face won't just be between two
candidates or two parties. It will be a choice between two different paths for
America, a choice between two fundamentally different visions for the
future. Ours is a fight to restore the values that built the largest middle
class and the strongest economy the world has ever known — (cheers,
applause) — the values my grandfather defended as a soldier in Patton's
army, the values that drove my grandmother to work on a bomber assembly
line while he was gone. They knew they were part of something larger — a
nation that triumphed over fascism and depression, a nation where the most
innovative businesses turn out the world's best products, and everyone
shared in that pride and success from the corner office to the factory floor.

My grandparents were given the chance to go to college and buy their home
— their own home and fulfill the basic bargain at the heart of America's
story, the promise that hard work will pay off, that responsibility will be
rewarded, that everyone gets a fair shot and everyone does their fair share
and everyone plays by the same rules, from Main Street to Wall Street to
Washington, D.C. (Cheers, applause.)

And I ran for president because I saw that basic bargain slipping away. I
began my career helping people in the shadow of a shuttered steel mill at a
time when too many good jobs were starting to move overseas. And by 2008
we had seen nearly a decade in which families struggled with costs that
kept rising but paychecks that didn't, folks racking up more and more debt
just to make the mortgage or pay tuition, put gas in the car or food on the
table. And when the house of cards collapsed in the Great Recession,
millions of innocent Americans lost their jobs, their homes, their life
savings, a tragedy from which we're still fighting to recover.

Now, our friends down in Tampa at the Republican convention were more
than happy to talk about everything they think is wrong with America. But
they didn't have much to say about how they'd make it right. (Cheers,
applause.) They want your vote, but they don't want you to know their plan.
And that's because all they have to offer is the same prescriptions they've
had for the last 30 years. Have a surplus? Try a tax cut. Deficit too high —
try another.

Feel a cold coming on? Take two tax cuts, roll back some regulations, and
call us in the morning. (Cheers, applause.)
Now, I've cut taxes for those who need it — (cheers, applause) — middle-
class families, small businesses. But I don't believe that another round of
tax breaks for millionaires will bring good jobs to our shores, or pay down
our deficit. I don't believe that firing teachers or kicking students off
financial aid will grow the economy — (cheers, applause) — or help us
compete with the scientists and engineers coming out of China. After all
we've been through, I don't believe that rolling back regulations on Wall
Street will help the small-businesswoman expand, or the laid-off
construction worker keep his home.

We have been there, we've tried that, and we're not going back. We are
moving forward, America. (Cheers, applause.)

Now, I won't pretend the path I'm offering is quick or easy. I never have.
You didn't elect me to tell you what you

Q. NO 1 (A) Tick the correct option (4)

1- The word ‘guys’ is gender biased. It should be replaced with------.

Male/female b – women/men c- staff/faculty/friends/fellows

d- none of these.

2- Following option is the most appropriate choice for concreteness:

a- Students got higher scores in their exam.
b- Students got higher scores in sessional 1.
c- Students got average 3GPA IN Sessional 1 Fall 19
d- All of these.
3- Following option is the most appropriate choice for conciseness:
a- Please find attached the list you required.
b- The list you requested is attached.
c- Attached is the list.
d- Both b and c.
4- Completeness in business correspondence means the following:
a- Wh questions.
b- Wh and How questions.
c- Direct and indirect questions
d- None of these.
Page1/2

5- Following is the most clear sentence:

a- He loves my mother more than me.
 b- He loves my mother more than I.
c- Both a& b
d- None of these.

DO AS DIRECTED

6- We would like to begin mass production around April 2019.

Replace around with any other concrete word.

We would like to begin mass production on April 5, 2019

7- Replace the following biased statement with unbiased one:
a- Current tax regulations allow a head of household to deduct for the support of his
children.

Current tax regulations allow a family’s head to deduct for their/its support.

------------------------------------------------------------------------------------------------------------

8- Replace following passive voice with active voice:

Implementation of this procedure is to be carried out by the Metrology department.

MET department will implement------

9- Radium was discovered by a woman, Marie Curie:
Replace it non sexist statement.
It was discovered by Madam Curie.
10- What are three communication goals or objectives of business writing?

1----inform- 2----instruct -3--persuade------