MANAGERIAL COMMUNICATION

UNIT I

Section A

1. Define the communication and explain the process of communication.

(i) Communication is a process of passing information and understanding from one

person to another.

(ii) Communication is an exchange of facts, ideas, opinions, or emotions by two or more

persons.

Process of communication:-

Input : the information or ideas the sender wants to give the

receiver.

Channel : letter, fax, phone call, electronic mail, etc;

Message : the actual message that is sent

Output : the information the receiver gets.

Feedback : the receiver's response to the message.

Brain drain: the possibility of misunderstanding at any step.

Idea letter, fax, phone, call, e-mail etc idea

Feedback

2. State the relative merits of different types of communication.

There are two types communication followed in business organization.

External communication:-

An organization, when it communicates with Governmental agencies, other

organizations, customer, clients, and Public it is called external communication.

Internal Communication:-

With in the business organization. There are two types.

Formal Channels

Informal Channel.

Formal Channels: The communications within an organization between

managers, supervisors and workers, are varied, complex and numerous. They

have to move up and down the ladder or chain of authority as well as sideways

between persons at the same level of authority. Formal channels followed for

four types. There are as follows.

Upward,

Downward,

Horizontal,

Diagonal

Informal Channel / Grapevine: Grapevine communication is of four different

types. There are as follows.

Single Strand Chain,

Gossip Chain,

Probability Chain ,

Cluster Chain.

3. What is feedback? Explain its importance.

Feedback is the return message or response from receiver to the transmitter. In

face-to face communication, there is immediate and continuous feedback;

The facial expressions of the listener can tell the speaker.

Misunderstandings, misinterpretations, and other failures of communication occur

from a variety of causes.

In order to avoid and to reduce failures, both the parties must try to give and get

feedback. The communication process is complete only when both participate fully, and

make efforts to come to a clear common understanding by exchanging information amid

views.

Communication is a skill. It can be learnt and improved with training and

practice. We can think carefully to clarify our goal.

We can improve our ability to speak, write, and use other communication symbols, and

prepare our messages well.

We can learn about the various media available for transmission of message and

choose the most suitable one the particular occasion.

4. What are the various forms of communication?

Verbal Communication

Verbal communication includes sounds, words, language and speaking. Language

is said to have originated from sounds and gestures.

There are many languages spoken in the world. The basis of language formation

is: gender, class, profession, geographical area, age group and other social elements.

Speaking is an effective way of communicating and is again classified into two type‘s

viz. interpersonal communication and public speaking.

Non-Verbal Communication

Non-verbal communication involves physical ways of communication, like, tone

of the voice, touch, smell and body motion.

Creative and aesthetic non-verbal communication includes singing, music, dancing and

sculpturing. Symbols and sign language are also included in non-verbal communication.

Body language is a non-verbal way of communication.

Written Communication

Written communication is writing the words which you want to communicate.

Good

Written communication is essential for business purposes.

Written communication is practiced in many different languages. E-mails, reports,

articles and memos are some of the ways of using written communication in

business.

Written communication is used not only in business but also for informal

communication purposes. Mobile SMS is an example of informal written

communication.

Visual communication

The last type of communication is the visual communication. Visual

communication is visual display of information, like topography, photography, signs,

symbols and designs. Television and video clips are the electronic form of visual

communication

5. What are essential of oral communication?

There are nine types of effective oral communication.

Clear pronunciation:- The first important prerequisite of effective oral

communication is that words should be pronounced clearly and correctly.

Brevity:- It is important to keep the message as brief ad possible without

appearing abrupt and discourteous.

Precision: - Precision can make oral communication very effective. Instead of

saying 'total these invoices as early as possible',

Conviction: - Conviction comes from sincerity of approach and careful

thinking and planning.

Logical sequence: - Jumbled ideas create confusion, while logically arranged

ideas make the message forceful.

Appropriate word choice:- In oral communication it is more important to use the

terms familiar to the listener rather than the terms that the familiar to the

speaker.

Avoiding hackneyed phrases and clichés:- Speaker's often when they are

grouping for words, make use of hackneyed phrases like 'what I mean', 'do you

follow', isn't it', 'I see' etc.,

Natural voice:- The most effective speech is that which is correct and at the same

time natural and unaffected. Try to tone down an unusual accent and discard all

affectations of speech. Try to cultivate a pleasing voice and speak clearly and

distinctly.

Finding the right register:- tunes in to the listener's wavelength by subtly, and

perhaps unconsciously, adjusting his vocabulary, loudness, speed of delivery and

accent. The good oral communicator is almost multilingual.

6. Discuss how Jargon, ambiguity, punctuation, time and space affects.

Jargon:-Legal jargon is primarily stylistic. Jargon creates difficulties of

understanding, and it makes the style formal and stiff, so better avoid jargon.

In the business field, jargon consists in the use of words like 'Instant', 'ultimo',

'proximo', 'as per', 'we beg to', and oblige', 'same' etc.

Ambiguity:-

If your message can mean more than one thing, it is ambiguous. Ambiguity is

very often caused by a careless use of personal pronouns: one of such adverbs capable of

causing trouble is 'only'. Look at the following sentences. Ex: Only the report has been

checked by the Manager. (only the report and nothing else). Ambiguity is caused if these

areas are confused.

Punctuation:-

It‘s another cause of ambiguity. Look at the following examples. On a busy road

which was under repair, the following sign appeared:-

"GO. SLOW WORK IN PROGRESS"

This instruction should have been:

"GO SLOW.WORKINPROGRESS".

7. Can silence be a form of communication? How?

Silence can convey very effectively such response as disapproval, anger and

indifference. Silence can effectively communicate a number of responses.

Two strangers talk to each other for a few moments and then sink in silence: there is a

communication gap between the two.

The manager enters the room and the employees who have earlier been talking

suddenly become silent: it shows respect, or may be fear.

An employee request his boss for a raise in his salary and the boss remain silent: it

signifies refusal. Disapproval, anger, resentment, lack of interest are other

responses that can be effectively communicated through silence.

8. Discuss the essentials of writing effective communication.

The fundamental importance and relevant to all media but they are most important

to written communication.

Clarity

Completeness

Conciseness

Consideration (The 'You' Attitude)

Correctness/ Accuracy

Concreteness

Courtesy.

Clarity/ Clearness:

Clarity of thought comes from a careful consideration of the objective, content

and medium of communication

For clarity of expression

Use simple, easy-to-understand words and single words for long phrases.

Use verbs for nouns

avoid double entry

use concrete expressions

Prefer active contractions, which are direct

Write very short sentences.

Avoid jargon; avoid ambiguity and using correct marks of punctuation.

Completeness:

It‘s prevents the need for further communication, amending, elaborating and

explaining the first one and thus saves time and resource.

For completeness,

See if you have answered the entire question.

Check for '5W' question-who, what, where, when, and why

Conciseness/Brevity:

A Concise letter avoids verbiage that is use of unnecessary words. It avoids tautology,

which means repetition of the same idea in different words. It also avoids PLEONASAM

the use of more words than necessary.

For conciseness

Only relevant facts

No repetition

No verbosity

Proper organization of the message.

d) Consideration/ 'you - attitude':

Consideration implies respect for the reader's point of view.

For consideration,

Adopt the you-attitude in your message,

avoid gender bias

Emphasize positive, pleasant, pleasant facts,

write only what you sincerely to be correct.

e) Correctness/Accuracy:

Business letters should have the quality of correctness. It‘s related to grammar as

well as communication level.

Correctness implies,

Giving correct facts

at an appropriate time

In a suitable style.

f) Concreteness:

In modern days, such expressions have been given up for more concrete forms.

These are the expressions familiar in old times which have degenerated into cloches,

conveying no denotative meaning and so are vague.

I shall be obliged if you can kindly.

we acknowledge the receipt of

Its lies not only in cutting deadwood but also replacing them with more effective

and precise words. Do not say the following because they are vague

(i) This year the+2 results were better (Better than what?)

The following sentences provide a concrete image.

"Our Foreman is human dynamo"

g) Courtesy:

Courtesy begets courtesy, so make your message courteous.

Answer/acknowledge the letter promptly

Do not use any irritating/ offensive expression

Apologies sincerely for any omissions.

Thank profusely for any favors.

In downward communication, be brief, clear and courteous.

10. Discuss the direction of communication.

In olden days communization was unidirectional. The boss gave the order and the

employees executed it.

Business and industry continued the age old tradition of the feudal system

Even after the industrial revolution.

The barrier between the management and employees became an iron curtain.

Business depends on such a new communication paradigm to ensure the

Success of business and the realization of even difficult objectives.

11. What is Grapevine? Explain merits and demerits.

Grapevine is an informal channel of communication

It can flow even vertically and diagonally.

Use it primarily for feedback.

Merits:

Emotional relief

Harmony and cohesiveness in the organization.

Supplement to other channels

A fast channel

Provides feedback.

Demerits:

Distortion of information

May transmit incomplete information

Travels with destructive swiftness.

12. What are the avenues of upward communication?

Upward communication moves from the subordinate staff to the superiors.

Provides feedback to the superiors.

Releases the pent-up emotions of the subordinate staff

Provides the superiors with useful suggestion.

Makes the introduction of the subordinate staff

Promotes harmony.

And channels are:

superiors keep an open door

complaints-and-suggestion boxes

social gatherings

13. What is body language? How it is used in communication?

The guidelines for successful oral communication are the same as those for any

business communication. Good planning, perception of the purpose, the receiver‘s

attitude, employment of the correct level of language and body language contribute to

successful and effective oral communication.

Body languages are five types. There are as follows,

Posture – Drooping shoulders, sagging in the seat, etc., reveal a feeling of

depression and lack of interest.

Head motion – In oral communication, the moment of the head plays an

important role.

Facial Expression – Face is the index of the mind. ‗she put on a long face‘ to

mean that she was not in the best of her moods.

Eye Contact– In an oral communication context, the speaker and listener should

not only face each other but also maintain correct eye contact.

Gestures – The audience may be small as in a group discussion or large in the

case of some business meetings. In all situation, body language plays an important

role.

14. Write a note on non-verbal communication.

Messages are communicated verbally or non-verbally. Non – verbal

communication means employing audio signs or visual signs to communicate a message.

There are two types.

Audio Signals:- Ex: Ring of telephone calling bell Siren Buzzer.

When the calling bell rings, you know that someone is at the door through the

audio signal. Buzzers, alarms, beating of drums are all audio signals that convey

message.

Visual Signals:- Ex: Traffic signals, Railway signals, Signs printed on cartons,

stripes at a Zebra crossing. The stripes drawn on the road at a zebra crossing form

a visual sign indicating a pedestrian crossing. Posters, drawings, cartoons, are all

employed as substitutes for verbal communication.

15. Discuss the psychological barriers to communication.

Attitudes and opinions: We react favorably or are hostile according as the

information is to our personal advantages or not

Emotions: We can neither transmit nor receive anything correctly if our mind is

agitated.

Closed mind: We hold our opinion so rigidly that we just refuse to listen.

Status – Consciousness: We are over conscious of our lower or higher rank and

do not express ourselves candidly.

The source of communication:

We react according to the trust we response in the source from which the

communication originates.

Inattentiveness:

Unconsciously we become inattentive if the communication contains a new idea

and our mind refuses to respond to it.

Faulty transmission:

Part of the message is lost in transmission.

Unsolicited communication:

We are unresponsive if the communication is unsolicited.

16. State the importance of communication.

Communication is the life blood of business. No business can develop in the

absence of effective internal and external communication Besides, communication skills

of the employees are given high weight age at the time of their appointment as well as

promotion.

(i) Internal communication:

Communication within the organization

Business has grown in size, in complexity.

It promotes understanding and cooperation among members.

(ii) External communication:

Communication with external agencies, both government and private. It is an

essential feature of all modern business.

17. Explain the downward and upward communication by means of a diagram.

D MANAGING DIRECTOR U

O CHIEF EXECUTIVE P

W SECTION MANAGER W

N MIDDLE MANAGERS A

W DEPARTMENT HEADS R

A SUPERINTENDENTS D

D CLERKS

Downward communication:-

Its flows from a superior to the subordinate staff.

Managers should be adequately informed

Some authority should be delegated to lower levels to shorten the line of

communication.

Information should be passed on to the correct person.

To give directives about some job. &

To explain policy and procedures.

Upward communication:-

Upward communication moves from the subordinate staff to the superiors.

Provides feedback to the superiors. Promotes harmony.

Releases the pent-up emotions of the subordinate staff.

Provides the superiors with useful suggestions.

Keeping the line of communication short.

18. Discuss the merits and demerits of informal communication.

Merits:-

Emotional relief

Harmony and cohesiveness in the organization.

Supplement to other channels

A fast channel & provides feedback.

Use it primarily for feedback & contradict rumors promptly.

Involve the workers in the decision-making process.

Demerits:-

Distortion of information

May transmit incomplete information.

Travels with destructive swiftness.

19. Explain about one- way communication and two- way communication.

One-way communication is linear and limited because it occurs in a straight line

from sender to receiver and serves to inform, persuade or command.

SENDER MESSAGE RECEIVER

Two-way communication always includes feedback from the receiver to the sender and

lets the sender know the message has been received accurately.

In two-way communication, communication is negotiated. Both sender and receiver

listen to each other, gather information and are willing to make changes to work together

in harmony. Their intent is to negotiate a mutually satisfactory situation.

How can I assure that I use both one-way and two-way communication with families?

One-way communication strategies I have used: Two-way communication strategies I

have used

One-way communication strategies I plan to use

Two-way communication strategies I plan to use

20. Explain importance of communication in business.

Communication is the life blood of business. No business can develop in the

absence of effective internal and external communication besides, communication skills

of the employees are given high weight age at the time of their appointment as well as

promotion.

(i) Internal communication:-

Communication within the organization

Business has grown in size, in complexity.

It promotes understanding and cooperation among members.

(ii) External communication:-

Communication with external agencies , both government and private.

It is an essential feature of all modern business.

Section– B

1. Explain the principles of effective communication.

In order to make your letters, memoranda, reports, representations and other

forms of communication effective, you should follow certain scientific of an idea in the

mind of the transmitter.

Clarity:

Clarity of thought comes from a careful consideration of the objective, content

and medium of communication.

For clarity of expression

Use simple, easy-to-understand words,

Use single words for long phrases

Use verbs for nouns,

Avoid double entry (avoid redundant words)

Use concrete expression that has a visual impact on the mind

Completeness:

In business communication, completeness of facts is absolutely necessary.

Incomplete communication irritates the reader, for if leaves him baffled. If wrong action

follows an incomplete message, they may also prove expensive.

For completeness,

See if you have answered the entire question.

Check for ‗5 W‘ question-who, what, where, when, and why.

Conciseness:

A reader‘s time is invaluable. Don‘t make him feel that he is wasting his time in

going through your unnecessarily lengthy letter. The following four simple rules will help

you to achieve conciseness in your message:

For Conciseness,

Include only relevant facts.

Avoid repetition.

Avoid trite and wordy expressions.

Organize your message well.

Consideration:

In our letters, we must show consideration for the reader. This can be done in the

following ways:-

For consideration

(i)Adopt your- attitude.

(ii)Avoid gender bias.

o Use words free from gender bias

o Use a slash to include both the alternatives.

o Use plural forms inclusive of both the genders

o It is often possible to use ‗the‘ for ‗his\her‘.

(iii) Emphasize positive, pleasant facts.

(iv) Impart integrity to your message.

Courtesy:-

In business we must create friendless with all these to whom we write.

Friendliness is inseparable from courtesy. The following principles help to Promote

courtesy:

For courtesy

(i)Answer the letters promptly.

(ii)Omit irritating expressions/offensive expression.

(iii)Apologies sincerely for an omission\thank generously for a favor.

(iv)In horizontal communication, use empathy.

(v)In upward communication, keep the message brief and complete; be respectful but

not fawning.

(vi)In downward communication, be brief, clear and courteous.

Correctness:

Correctness implies

(i) Give correct facts:

If your message involves any legal matter, you should know the

Correct legal position before you commit anything.

(ii) Send your message at the correct time:

All message must be transmitted and responded to at the most appropriate time,

Outdated information is useless.

(iii) Send your message in the correct style:

This may also be described as the principle of adaptability. You must adapt your

message to the needs of the receiver.

2. Write an essay on charging the medium of communication.

All media available can be broadly classified into five groups

(i) Written communication:

It includes letters, circulars, memos, telegrams, reports, minutes, forms and

Questionnaires, manuals, etc.,

It is Accurate & Precise.

It can be repeatedly referred to.

legal document

legal document

can reach a large number of people simultaneously.

helps to fix responsibility

(ii) Oral communication:

It includes face-to-face conversion, radio broadcasts, interview, group discussion,

meetings, conferences and seminars, announcements, over the public address system,

speeches, etc.,.

Oral communication saves time

In most of the cases oral communication save money.

Speech is a more powerful means of persuasion and control

With the help of variations in the tone

The speaker can get immediate feedback

The informal plane

Oral communication more effective with groups.

(iii) Face to Face communication:

Face to Face communication may, at the first thought, appear to be identical with

oral communication. However, it is possible to visualize certain situations in which the

two get distinguished.

Face expressions and gestures make communicate very effective.

Very suitable for discussion

(iv)Visual communication:

Facial expressions and gestures, printed pictures, posters, slides, film strips, etc.,

fall under visual communication. But visual communication alone is not enough. It can

be used to transmit very elementary and simple ideas, orders, and warnings. It can be

effectively used only in communication with other media. Face to face communication

becomes more effective if accompanied with appropriate body language.

(v)Audio- visual communication:

Audio visual communication that makes use of telecasts, short films on the

cinema screen and video tapes is a powerful medium of communication. It is a

combination of sight and sound. It may make use of the written word also. Audio –visual

communication is found most suitable for mass publicity, mass propaganda and

education. Within organization, the workers can be educated by suitable demonstrations

on the close – circuit television screen.

(vi) Computer – based communication:

Fax, voice mail, E-mail, cellular phones, telephone-answering machines, video-

conferencing, etc., come under computer based communication.

The quickest means of communication

Space no longer a barrier to communication.

Video conferencing can replace personal meetings

Better means of keeping permanent record of valuable and bulky.

World Wide Web _ better customer service, better dissemination of information.

(vii) Silence:

Silence can convey effectively such responses as disapproval, anger and

indifference.

3. Give a diagrammatic representation of channels of communication.

The Working of a Communication Channel

Through a modem of communication, be it face-to-face conversations or an inter-

department memo, information is transmitted from a manager to a subordinate or vice

versa.

An important element of the communication process is the feedback mechanism

between the management and employees.

Importance of a Communication Channel

A breakdown in the communication channel leads to an inefficient flow of

information. Employees are unaware of what the company expects of them. They are

uninformed of what is going on in the company.

This will cause them to become suspicious of motives and any changes in the

company. Also without effective communication, employees become department minded

rather than company minded, and this affects their decision making and productivity in

the workplace.

Types of Communication Channels:

The number of communication channels available to a manager has increased

over the last 20 odd years. Video conferencing, mobile technology, electronic bulletin

boards and fax machines are some of the new possibilities.

As organizations grow in size, managers cannot rely on face-to-face

communication alone to get their message across.

A challenge the manager‘s face today is to determine what type of communication

channel should they opt for in order to carryout effective communication.

In order to make a manager's task easier, the types of communication channels are

grouped into three main groups: formal, informal and unofficial.

Formal Communication Channels

A formal communication channel transmits information such as the goals, policies

and procedures of an organization. Messages in this type of communication channel

follow a chain of command. This means information flows from a manager to his

subordinates and they in turn pass on the information to the next level of staff.

It also includes the transfer of information with regard to memoranda, reports, directions,

and scheduled meetings in the chain of command.

A business plan, customer satisfaction survey, annual reports, employer's manual,

review meetings are all formal communication channels.

Informal Communication Channels

Within a formal working environment, there always exists an informal

communication network. While this type of communication channel may disrupt the

chain of command, a good manager needs to find the fine balance between the formal and

informal communication channel.

An example of an informal communication channel is lunchtime at the

organization's cafeteria/canteen. Here, in a relaxed atmosphere, discussions among

employees are encouraged. Also managers walking around, adopting a hands-on

approach to handling employee queries is an example of an informal communication

channel.

Quality circles, team work, different training programs are outside of the chain of

command and so, fall under the category of informal communication channels.

Unofficial Communication Channels

Good managers will recognize the fact that sometimes communication that takes

place within an organization is interpersonal. While minutes of a meeting may be a topic

of discussion among employees, sports, politics and TV shows also share the floor.

The unofficial communication channel in an organization is the organization's

'grapevine.' It is through the grapevine that rumors circulate. Also those engaging in

'grapevine' discussions often form groups, which translate into friendships outside of the

organization.

An example of an unofficial communication channel is social gatherings among

employees.

Conclusion:

In any organization, three types of communication channels exist: formal,

informal and unofficial.

While the ideal communication web is a formal structure in which informal

communication can take place, unofficial communication channels also exist in an

organization.

4. What are the objectives of different kinds of Communication?

The main purpose of all communication in an organization is the general welfare

of the organization. In view of this elaborate and complex commercial structure,

communication can be used for any or more of the following objectives:

(i) Information:

Executives need information to plan and organize: employees need it. To

executive their job satisfactorily.

Information can be collected from a verity of sources. Information must be,

from a reliable source

accurate

complete

Recent.

(ii)Advice:

Effective advice

Is both man-oriented and work-oriented

Does not make the worker‘s feel inferior

Is given in the worker‘s interest

(iii) Counsel ling:

Is impersonal and professional

Is often sought eagerly

Often means psychological handling.

(iv) Order:

Order is a directive to a subordinate to do something in a particular way. Orders may be,

written or oral

general or specific

procedural or operational

mandatory or discretionary.

Order should be

clear and complete

capable of being executed

given in a friendly tone.

(v) Instruction:

Instruction is order with guidance.

(vi) Persuasion:

You can persuade other if,

you are yourself convinced

you do not impose

you are not impose

you are not rigid, are prepared to meet half-way

you can look at the situation from the other person‘s angle also.

(vii)Education:

Education is a very conscious. Process of communication. It is carried on at three

levels.

Education for the management

Education for the employees

Education for the outside public

(viii) Warning:

Warnings can be general or specific.

Specific warning should be administered in private and after through

investigation.

(ix) Raising Morale:

Every worker gets work suited to his physical and intellectual caliber.

The atmosphere in the premises is congenital.

Promotional avenues are available to the workers.

Genuine grievances of the workers are promptly removed.

(x) Motivation:

Motivation can be achieved through,

Monetary incentives

making the workers participate in the decision-making process

making achievement goals very specific

giving security and a congenial work environment.

5. What are the barriers to Communication?

Miscommunication can originate at three levels:- at the level of the transmitter, of the

medium, or the receiver.

(i) Wrong choice of medium:

Each communication must be transmitted through an appropriate medium.

An unsuitable medium is one of the biggest barriers to communication.

(ii) Physical Barriers:

Noise –noise in s factory; external disturbance in telecom facilities.

Time and distance- if telecom and network facilities are not available,

people working in different shifts, Faculty seating arrangement in the hall etc.

These barriers need just a little care to overcome.

(iii) Semantic Barriers:-

semantic barriers may occurs if the transmitter and receiver;

Words carry different nuances, shades, or flavors to the transmitter and the

receiver.

To minimize semantic barriers, we should use familiar words,

clarify the shades or nuances, and

as far as possible, use words with positive connotations.

(iv) Different comprehension of reality:

Abstracting, which means picking few details and leaving out others

Remember that others can pick different details. Try to be accommodating.

Slanting, which means giving a particular bias or slant to the reality.

Be objective in your observation and assessment

Inferring, which means drawing inferences from observation.

Base your inference on verifiable facts.

(v) Socio- Psychological Barriers:

Attitudes and opinions:

(i)We react favorably or are hostile according as the information is to our

(ii) personal advantage or not.

Emotion:

We can neither transmit nor receive anything correctly if our mind is agitated.

Closed mind:

We hold our opinion so rigidly that we just refuse to listen.

The source of communication:

We react according to the trust we response in the source from which the communication

originates.

Status – consciousness:

We are cover – conscious of our lower or higher rank and do not express ourselves

candidly.

Inattentiveness:

Unconsciously we become inattentive if the communication contains a new idea and our

mind refuses to respond to it.

Faculty transmission:

Part of the message is lost in transmission.

poor rent ion:

Oral message in particular are lost due to poor human retention.

Unsolicited communication:

We are unresponsive if the communication is unsolicited.

6. Suggest measures to overcome the barriers to Communication.

The responsibility for overcoming barriers to communication and ensuring the

success of very communication activity falls upon the management or the more senior,

the better trained person. The greater is his need for effective communication.

There are four Communication skills and also know the non-verbal communication

methods.

(i) The external barriers:

The external barriers of defective channels

The internal channels must be kept in good condition, i.e., the intercom notice

boards; information meeting must be kept up – to – date.

(ii) The personal barriers:

The personal barriers can be over come only by making conscious effort to learn

better methods, & by training better communication.

Many companies organize transmit sessions for their staff better communication

skills.

(iii)The semantic barriers:

By using words which have clear meaning,

By using short and simple sentences

By using visual aid whenever possible.

(iv)Barriers:

Barriers can develop unexpectedly since emotions play large part in

communication.

It is easy to overcome barriers.

everyone has to do his best aware of them and take care to avoid them.

7. Explain the various types of internal Communication in an Organization.

Internal communication has the necessity to maintain appropriate communication

with its branches, staff and employees. There are four types as follows.

(i) Downward communication:

to dive directives about some job,

to explain policies and procedures,

to convey assessment of performance

to explain the rationale of the job,

(ii)Upward communication:

provides feedback to the superiors,

release the pent-up emotions of the subordinate staff,

provides the superiors with useful suggestions,

makes the introduction of new schemes easier, promotes harmony.

(iii)Horizontal communication:

Horizontal communication flows between people at the same level.

It is important for promoting understanding and coordination among

various people or departments.

It is carried on through

face-to-face communication.

telephonic talk

periodical meetings memos.

(iv) Grapevine:

Grapevine is an informal channel of communication

it can flow even vertically and diagonally.

use it primarily for feedback.

Merits:

Emotional relief

Harmony and cohesiveness in the organization.

Supplement to other channels

A fast channel

Five stages of Grapevine:

Single stand : flows like a chain

Gossip : one person tells everybody else.

Probability : information may move from anybody to anybody.

Cluster : moves through selected groups.

8. Discuss the merits and demerits of Oral as well as written communication.

(i) Oral communication merits:

Oral communication saves time

In most of the cases oral communication save money.

Speech is a more powerful means of persuasion and control

With the help of variations in the tone

The speaker can get immediate feedback

The informal plane

Oral communication more effective with groups.

Demerits:

Not possible for distant people in the absence of un mechanical devices.

Unsuitable for lengthy message.

Message cannot be retained for long

No legal validity

Greater chances of misunderstanding

Not easy to fix responsibility in case of misunderstanding.

(ii)Written communication merits:

It is accurate and precise

It can be repeatedly referred to

It is permanent record

It is legal document

It facilitates the assignation of responsibilities

It has a wide access.

Demerits:

It is time- consuming

It is costly

Quick clarification is not possible.

9. Write a Distinction between Oral and Written communication.

10. Explain the Methods of communication with its business.

The best communication methods succeed in putting across the right message in a

clear, unambiguous way that gets noticed by the target audience, whilst also saving on

time and cost. Good communicators succeed in choosing the best medium of

communication for the particular purpose in mind.

Written communications:

Dispatched by mail e.g. statements detailing tax liabilities and payment schedules.

Paper-based items sent by mail have the advantage of providing a clear, file able

S.no

Oral communication Written communication

1.

2.

3.

4.

5.

6.

7.

Time consuming

Not easy to fix responsibility in case of

misunderstanding

Immediate clarification

More effective with groups

No legal validity

Save money

Immediate feedback

Save time

Its fix responsibility

Quick clarification not possible

Can reach a large number of people simultaneously

Legal document

Expensive not in terms of postage but of the time

of so many people

It‘s not necessarily

statement that is likely to reach its intended recipient. Examples - internal memos, staff

magazines, notices or posters on staff notice boards.

Oral communications:

Customers can 'phone in' with their queries. They can also speak directly to the

employee who is managing their account. Oral communication allows most

misunderstandings to be resolved immediately. Examples - phone conversations between

employees.

Face-to-face communications: Examples -a visit to the local office by arrangement. This

can save time and subsequent communications.

Online communications.

Today consumers can complete their Tax Return, claim tax credits and do a

variety of other business with the Inland Revenue directly online, thereby saving a great

deal of time. An important advantage of this method is that ongoing 'help' is provided by

pop-up help facilities. This is a cheap, quick and efficient means of communication.

Advertising on TV and in the press e.g. to alert people to tax payment deadlines or to

eligibility for tax credits. By this method the Inland Revenue is able to communicate with

millions of customers cost effectively.

Face-to-face - team briefings, meetings and presentations. Online - internal e-mails and

intranet. Face-to-face conversations and oral communications make possible more

detailed discussions to clarify issues. Written communications provide clear statements of

discussions and their outcome can be recorded and filed. Online communications have

revolutionized ways of working by providing fast, cheap and efficient ways of interacting

that can easily be stored within files. Online communications can also be easily edited

and shared between teams of employees working together.

UNIT – II

Section - A

1. Explain the business letter and explain its objectives of business letters.

We read to write a business letter to maintain contacts with the external world

including other businessmen, customers and government departments.

Letter writing may be less important for a small business establishment but it is

indispensable.

Objectives of business communication:

The objectives of business communication are wide and large. Information,

Order, permission, Warning, Motivation, Advice and Raising morale are activated

through the means of communication. The objectives of business communication are

stated below:

To Exchange Information: To deal within the organization and outside the

organization.

To Achieve Goal: The goal of the organization can be obtained through effective

organizational communication.

To Maintain Co-ordination and Co-operation: Functional level of an Organization

are maintained through communication.

To Plan: Planning decides what is to be done in future.

To Facilitate Direction and Motivation: Managers need to motivate their

employees to increase the concentration and productivity.

To Achieve Efficiency: Communication can provide information regarding past

and present.

To Solve Problem: Fruitful communication ensures a network to solve conflict. It

also removes the gap between employee and employer.

To Create Consciousness: As a result, responsibility and accountability is located

among the concerned persons.

To Increase Job Satisfaction: Strong chain helps to overcome job related stress.

To Improve Employer-Employee Relationship: To improve such relationship,

there must be effective communication.

To Manage Human Resources: Skilled manpower are professional and work for

achievement and development.

To Attract Customer: Better communication will cause more customers and more

customers will cause more profit.

To Facilitate Join Effort: Joint effort requires unique motive.

To alter/Change Future Plan: This involves awareness through proper

communication.

To Obtain Overall Development: The overall development of an Organization

involves existence of efficient Internal Control Structure.

To Provide Necessary Data for Decision-Making: Through communication

managers collect necessary data and take accurate decision.

To Educate Workers: Orientation, workshops, film show, internship etc.

2. What are the Basically 5 Approaches in business Letters

Record and reference: A business letter serves as a record for future reference.

Making a lasting impression: It leaves a more durable impression on the

receiver‘s mind than an oral message.

Widening the approach: Since it can reach anywhere, it is used to widen the area

of operations.

An authoritative proof: It is used as a legal document.

Building goodwill: It is used to build goodwill.

3. What are the 4 Cs of a business letter? Explain it.

Clarity:

use simple, easy-to-understand words.

use single words for long phrases.

use verbs for nouns

avoid double entry (avoid redundant words)

prefer active construction, which are direct.

Completeness:

Check for ‗5W‘ question-who, what, where, when, why.

Conciseness:

only relevant facts,

no repetition

no verbosity

proper organization of the message.

Consideration:

adopt the you- attitude in your message

avoid gender bias

emphasis positive, pleasant facts

write only what you sincerely feel to be correct.

4. Write a Short note on Structure and Layout.

Structure:

Construction or framework of identifiable elements (components, entities, factors,

members, parts, steps, etc.) which gives form and stability, and resists stresses and

strains.

Structures have defined us ,

each element is physically or functionally connected to the other elements,

the elements themselves and their interrelationships are taken to be either fixed

(permanent) or changing only occasionally or slowly. See also infrastructure,

superstructure, and system.

Layout:

Master plan or blueprint of a printed or published work (such as an advertisement,

book, magazine, newspaper, or website) that lays out the arrangement of its different

graphic elements (such as body copy, colors, headlines, illustrations, scale).

It establishes the overall appearance, relative importance, and relationships

between the graphic elements to achieve a smooth flow of information (message) and eye

movement for maximum effectiveness or impact.

Often alternative layouts (called roughs) are prepared to explore different

arrangements before the final layout is made for printing or production. See also page

layout program.

5. What are the structure of a letter Explain them shortly?

Address Heading: Business letters usually have pre printed, letterhead

stationary which contains this information.

Date: This is the month, day and year that the letter is written on.

Inside Address: The recipient‘s full name and address.

Attention: With formal letters, the "Attention: [full name of recipient]" is placed

two vertical spaces below the inside address.

Greeting: Also known as the ―salutation,‖ this is the introductory phrase, ―Dear

[name of recipient].‖

Subject line: A word or phrase to indicate the main subject of the letter, which is

preceded by the word ―Subject:‖

Body: The complete text of the letter; the subject matter content.

Closing: Examples: ―Yours truly,‖ ―Sincerely,‖ ―Respectfully yours,‖ ―Regards,‖

etc.

Signature: The signed name of the writer.

Identification Line: Formal or business letters include the full name of the writer

printed below the signed name (two vertical spaces below the Closing).

Postscript: Although this is still commonly used in informal letters, it is

not widely accepted for use in formal or business letters.

Notation: Part of a formal or business letter consisting of brief words or

abbreviations as notations.

6. Explain the forms of Layout.

The business letter follows the accepted form correctly; the person receiving it

may very well discredit the standing of the company that has sent it out. A couplet from

Dryden really deserves quoting here: Set all things in their own peculiar place

And know that order is the greatest grace.

The usual parts of a business letter are as under:-

Heading,

Inside address,

Salutation,

Body of letter,

Complimentary close,

Signature,

Reference initials

Enclosures.

7. What are the negative aspects of business letters?

Formal structure: Some rules must be followed in drafting a letter. To follow the

rules is a limitation of the business letter, because experience is necessary of the

letter, as experience is necessary to write it.

Old media: Business letter is an old written means of communication. But there

are many modern forms of written communication.

Complex language: Sometimes business letter is written in complex language for

lacking of sense. If it occurs, business letter becomes meaningless.

Missing: Business letters may be missed. But it is impossible for E-mail, fax,

telephone etc.

Taking time: In this modern era of communication letter is considered as slow

moving tool of communication. It takes more time than any other form of

communication. But the modern devices take no time to send written document

such as e-mail, fax etc.

Secrecy: Sometimes business letter fails to maintain business secrecy.

Costly: In comparison to other form of communication business letter is costly.

No immediate response: There is no immediate feedback in business letter.

8. Write a note on Complimentary close of a letters?

Complimentary close:

The complimentary close or subscription is merely a polite way of ending

a letter. As the use of Dear sir, etc., is conventional, so is the use of Yours faithfully,

Yours truly, and similar expressions.

Just as the salutation is the written equivalent of ―Good morning‖ or

‖Hello‖, so the complimentary close is the written equivalent of ―Good bye‖. Salutation

and complimentary close should correspond to each other.

The complimentary close is written below the last paragraph of the body

of the letter, either at the left – side or at the right – side of the letter, depending on the

style of the letter.

9. Give broad Outline of the Structure of a business Letter.

Most business letters have four parts,

a salutation

an opening

the main message

the close

Salutation:

To address a person whose name or sex you do not know you use Dear Sir or

Madam

If you have chosen open punctuation you do not use a comma after Dear Sir/

Madam

When you are addressing a company, you begin your letter Dear Sirs

4. In the USA Dear Gentlemen is often used instead of Dear Sirs

An opening,

1. This says why you are writing. For example,

We are writing to enquire about…

We are writing in connection with…

We are interested in ...and we would like to know...

2. If you are answering the letter, you can start:

We have received your letter of....

Thank you for your letter of....

The main message or body,

(a) The language used should be:

clear but courteous

simple but formal

(b) The message should:

be neither too long nor too short

have a clear sequence

Your key word to success: KISS

The close,

Here are some ways to end a letter

I look forward to receiving your reply/order/products

Looking forward to hearing from you

If you give some information in your letter, you can close

I hope that this information will help

Please contact me/let me know if you need any further information

Please feel free to contact me if you have any further questions

You also need to include a complimentary close.

YOURS FAITHFULLY is used if you begin your letter Dear Sirs - Dear Sir -

Dear Madam - Dear Sir or Madam i.e. when you do not know the name or sex of

the person you are addressing

YOURS SINCERELY is used if the letter begins with a name. Dear Mrs Smith -

Dear Mr. Jones. YOURS TRULY is used in the USA to close business and formal

letters. You do not use these in formal correspondence in the UK.

10. What are the physical forms of the Layout?

―A letter is looked at before it is read, and the first impression which it makes on

the (reader‘s)eye is often an important factor which influences the reader‘s Opinion of the

sender of the letter‖.

Stationery:

(i) Size: It fits in standard office file drawers. Bigger sizes would be awkward. Standard

sheets measuring11‖x8 1\2 to handle; smaller sizes would look cheap and niggardly.

(ii)Color:

Blue : Sincerity, harmony Green :Life, coolness, wisdom

Gray :Confidence, wisdom Pink :femininity, grace, healthiness

Yellow :cheerfulness, vigor Purple :tradition, high rank

Brown :strength, practicality, usefulness Red :excitement, danger.

(iii)Letterhead:

The following information is neatly printed or embossed on the letterhead:-

The full name of the firm or individual

Address

Pin code

Telephone

Fax-number

E-mail address

Typing:

Handwritten letters are now out of fashion. Most of the business used in computer

and word processors.

The letter can be repeatedly edited till the writer is fully satisfied with his draft.

Visuals like graphs, tables, bar charts, etc.,

Typing errors can be completely removed before final computer printouts are

taken.

Margins, blank space at the top and bottom:

In long letters, typing at single space is quite in order, but if the letter is short,

double space will look more pleasing. Double space between the paragraphs always looks

good.

The use of continuation sheets:

A letter should never be typed so that the only material appearing on the second

page is the complimentary close, signature, reference initials and enclosure

Folding of the typed letter:

While folding the letter, one should take into consideration the size of the paper,

the size of the envelope and the number of enclosures.

11. Bring out the importance of punctuation marks in business letters.

Punctuation marks are needed to bring clarity to one‘s writing. If a punctuation

mark clarifies the text, it must be used; if not, it should be omitted. Look at these two

examples:

Shortly after, I received instructions from the Managing Director.

Shortly after I received instruction from the Managing Director, I left for

Bombay.

12. What are the essential of sales letter?

Head line:

A great headline is your best opportunity to capture your prospect‘s attention.

Keep your customer focused by using sub-headlines throughout your sales letters that go

into more details about your product.

Bring on the Benefits:

Benefits tell your customers what they will receive from your product.. Some

benefits that customers want include a fair price, great bonuses, a risk free guarantee,

easy payment options, and reliable customer support.

Use Testimonials to Add Credibility:

Nothing adds more credibility to your sales letters than testimonials. Testimonials

help customers feel at ease in purchasing from you because it says that others have tried

your product and were pleased.

Reverse 100% of the Risk:

A great way to dramatically increase your sales is to totally remove all risk

involved with the purchase. Offer customers a 100% money-back guarantee if they‘re not

satisfied. so go ahead and offer the longest guarantee possible.

Give Customers a Reason to Act Now:

Do you want the customer to call now for a free estimate, visit your shop or web

site for ―Two-for-Tuesdays‖, or purchase today and receive a free bonus? Determine

what immediate action you want customers to take and be sure to specifically tell them to

do it.

PS…Don’t Forget to Use Your Postscript: Use the PS to summarize your offer,

introduce an extra bonus or set a limit for the offer. Be sure that your PS is intriguing

enough to get your customer to go back and read your entire sales letter.

13. Give a sample sales letters.

A sales letter about lighting equipment

KANATAKA ELECTRICALS(P) LTD

13\A Central Market, Bangalore,

20th October, 2014

Mr. P.K.S. Murthy

26(2) Rajaji Nagar

Dear Mr. Murthy

What factor is more important in your lighting equipment:-

1. Maximum light output?

2. Long life?

3. Trouble-free service?

4. Minimum maintenance cost?

Karnataka lighting Equipment can offer you all.

Maximum light output demands that every component of the lighting equipment

functions perfectly. Karnataka Electricals take no chance, for they manufacture all the

components required for your equipment at international standards. Since Karnataka

Lighting Equipment has to undergo tests far more exacting than normal operational

conditions, they are unequalled for performance and long, useful life. As a result,

replacement is needed rarely and the maintenance cost is kept at the minimum.

In other words, Karnataka Electricals give you every thing you want from lighting

equipment-maximum light out put, long life, trouble – free service- all at a minimum

maintenance cost. Ask for Karnataka Lighting Equipment to ensure ultimate economy. It

is efficient and economical in operation and attractive in design. Get today Karnataka

Light fittings from your nearest Karnataka Electricals dealer.

Brightening yours

for Karnataka Electricals (p) Ltd

Remember the best lighting equipment can let you down unless you use the Best Lamps.

Always rely on KARNATAKA Lamps – guaranteed for bright light and longer life.

14. How will you answer a letter of Complaint?

The letter should include the following points:-

Reference to the order, its date, number

Clear description of the mistake or deficiency.

Clear statement of the inconvenience or loss caused, and the action the

supplier should take to lessen inconvenience.

Request for adjustment and\or investigation.

For example,

Dear Mr. Parikh,

We had placed an order with you on 8 October for 60 pocket calculators to be

delivered by the 20th of the month. Unfortunately, we have not yet received them. As we

do not have any information from you about the delay, perhaps something has gone

wrong somewhere. Will you please let us know when we may expect delivery?.

Yours sincerely,

Xxx

15. What are all the features to be incorporated in a sales promotion letters?

Begin your letter in a striking manner in order to arouse the reader‘s curiosity and

tempt him to read further.

Give a vivid description\explanation of the product, service or proposition Being

offered.

Make an appeal to the reader by telling him how the article benefits him.

Convince the reader by giving evidence: profits, testimonials, references to Users

experience, etc.

Induce the reader to act at once- by offering different types of inducements or by

forceful and convincing words.

Close the letter exactly what to do and how to do it so that the action becomes

easy.

16. Make out an enquiry about the terms & conditions concerning the supply of

Computer systems.

Ex- Warehouse : Price of the goods at the warehouse of the seller.

At Station : This price includes the cost of the goods &the charges of

transporting them to the station named.

Loco : It may or may not include the cost of packing.

Free on Rail : The charges of loading the goods into wagons are to be paid

by the seller and included in the quotation.

Carriage Forward : Transport charges to be borne by the buyer.

Carriage Paid : The cost of delivering the goods at the buyer‘s address.

Prompt Cash : Payment must be made within two or three days of the

arrival of the goods.

Cash with Order : Cash should accompany the order, or the order will not be

executed.

Cash on Delivery : Payment must be made when the goods are delivered to the

buyer.

3 per cent, 7 days : A discount of 3 percent will be allowed on the price quoted

if the payment is made within 7 days of the Invoice.

E. &.O.E : Errors and Omissions Expected- usually printed at the left

hand bottom of an invoice.

Forwarding note : A note prepared in prescribed form by the consignor of goods

by railway giving the particulars of goods consigned and the

name and address of the consignee.

Section - B

1. Give a representation of various types of business Letters. Explain them

briefly.

Classification of Letters

Based on style and tone Based on relationships Based on contents

(i) (ii) (iii)

Formal Informal Official semi-official

Based on contents:

Good news (favorable)

Bad- news(unfavorable)

Neutral

The classification of a letter as formal and informal is on the basis of its tone and style.

A cordial friendly tone, an easy style of language makes the letter informal. Business

letters adopt a less formal tone than government. The classification of letters as officials,

semi- officials or personal depends on the relationship between the people who exchange

letters. Usually, this is related to hierarchical positions and social stratification. Based on

content a letter can be good-news letter or bad- news.

2. What are the different types of business letters?

For the sake of convenience we can divide business letters into the following kinds:

Enquiries and replies.

Orders and their execution

Credit and status enquiries

Collection letters

Circular letter

Sales letter

Bank correspondence

Insurance correspondence

Import – export correspondence

Agency correspondence

Application letters

Interview letters, references, testimonials, letters of appointment,

Conformation, promotion, retrenchment, resignation.

The correspondence of a company secretary;

Correspondence with State and Central Government.

Letters to the press.

Business letters can also be classified as officials letters, semi – official (D.O) letters,

internal letters or memos, forms letters, etc.,

Official’s letters: Its are written government or semi- government bodies.

Semi - officials: It‘s are official in purpose but are addressed to a person by name.

Internal letters or memos: Its are used both in government offices and business houses

for internal communication.

Form letters: Its are used for correspondence of recurring or routine nature. They are

used in case of acknowledgements, reminders, interviews, notices, appointments, etc.

3. Write an essay on ‘you’ attitude.

When we write letters to others, they are effective and the readers respond to our

letters well only when we write from their point of view. So to make our letter more

effective, we must avoid I‘s and we‘s and have as many you‘s as possible. In any case we

should not forget the reader‘s point of view in the whole of our letter.

The same ―you attitude‖ should be incorporated in written communication.

It gives the letter a pleasant and positive overtone.

Example: Look at the two following announcements given by bank.

We are happy to announce that transaction can be made even after 3.00PM

till 5.00PM at the teller –counter.

In any case we should not forget the reader‘s point of view in the whole of our letter.

For example:

I want to express my sincere thanks for the good words…

(Thank you for your kind words…)

4. What is a Layout of business letter? With an example.

―Set all things in their own peculiar place;

And know that order is the greatest grace‖

The business letter follows the accepted form correctly, the person receiving it may very

discredit the standing of the company that has sent it out. The usual parts of s business

letter are as under:

Heading:

Also called ‗head address‘ or ‗letter head‘

The firm‘s name

The nature of the firm‘s business

Telephone number

fax number

WWW URL

Reference

The name of the firm and address: The name of the firm and its address are usually

given at the top center or right side of the paper.

The Date: It enables quick reference in future and helps in prompt action and orderly

filing.

Inside address: The inside address contain the name and address of the firm or the

individual to whom the letter is written.

Salutation:

Sir\ madam : These are rather formal and used in official

Correspondence. (Not proper for use in business)

Dear sirs\Dear madam : These are very commonly used in business

Correspondence.

My dear Mr.Bhat : These salutations are used when there is a close

relation between the correspondents.

Body of the letter : That part of the letter which contains the message

or the information to be communicated.

Subject and reference,

Opening paragraph,

Mani paragraph,

Closing paragraph.

Complimentary close : Subscription is merely a polite way of ending a letter.

Dear Sir : yours faithfully (standard closure for business letter).

Dear Sirs : Yours truly(less formal)

My dear sir : Yours very truly (express more feeling than

‗Yours truly‘.

Signature : Signature is the assent of the writer to the

subject-matter of the letter and is a practical Necessity.

Enclosures : Sometimes a letter carries along with it some other

papers, such as price list, catalogue, prospectus,

order, invoice. railway or lorry receipt, bill, cash

memo, draft, etc.,

5. Examine the significance of good business Letters.

Here is an analysis of the reasons why a business letter is valuable:

Drafting at convenience:

A letter can be composed at leisure and over a period of time, revised and edited

before presentation. Successful businessmen are good communication with a mastery of

writing business letters. Through letters, a business can reach thousands of persons

located at thousands of places.

Reaches far and Wide:

A record for reference:

A letter can be kept by the recipient for reference at a later date and for drafting a

reply.

Solidifies a business bond:

Ongoing letters to customers, dealers, etc., keep the relationship warm.

Helps to expand business:

A part from the convenience of reaching remote places, letters enable to explore

new prospects in new territories.

Saves money in communication:

They save the hassles that may arise in a faculty oral presentation. Phrases

frequently required can be saved and used again and again.

Convenient for giving unpleasant news:

A letter also gives the recipient the time to think before reacting, which is a major

courtesy. In short, a letter is a neutral third party, a messenger for you, offering its own

merits over other means of communication.

UNIT III

Section - A

1. What are the different types of reports?

There are many types of reports: the classification depends mainly on the purpose

of the report.

Incident Report: A report describing how close you are to completing

something you planned.

Accident Report: A report describing how many goods or services were sold,

and the reasons for any differences from the plan.

Sales Report: A report on what has happened in a place, and how close your

organization is to finishing construction.

Progress Report: An academic report on how and why something has

changed over time.

Feasibility Study\Report: A report describing something that has happened.

Recommendation Report: A report on how practical a proposal is

Site :A report on what your organization should do

Case Study: A report describing how someone was hurt or something was

damaged.

2. What are the essential characters of a report?

Precision: Precision gives a kind of unity and coherence to the report and

makes it a Purpose.

Accuracy of facts:-Since reports invariably lead to decision making,

inaccurate facts may lead to disastrous decisions.

Relevance: Irrelevant facts make a report confusing, exclusion of relevant

facts renders it Incomplete and likely to mislead.

Objectively of recommendations: They should come as a logical conclusion

to investigation and analysis.

Simple and unambiguous language: It is a kind of scientific document of

practical utility; hence it should be free from various of poetic embellishment

like figures of speech.

Clarity: A good report is absolutely clear. Clarity depends on proper

arrangement of facts. The report writer must proceed systematically

Brevity: A report should be brief. It is difficult to define brevity in absolute

terms. Include everything significant and yet be brief.

Grammatical accuracy:- Besides, faculty construction of sentences makes

the meaning Obscure and ambiguous.

3. Distinguish between formal and informal letters.

The purpose of writing an informal letter is totally different from the purpose

of a formal letter

The content of the two style is also different.

The style of greeting and addressing the letter is different.

There is a set format for formal letters while there is no set structure for an

informal letter.

Slang and colloquial words letter but not in a formal letter.

4. What norms are to be adhered while incorporating exhibits in a report?

Objectivity: The report should conform to the objectives stated in the terms of

reference.

Focus: The report should always focus on the main issue without rambling or

straying.

Precise and concise: The report should be precise and concise. The language

should be clear and free from jargon.

Completeness: The report should be complete and conclusive.

Clarity: The report should state its findings and recommendations

unambiguously leaving no room for doubts.

Time factor: The report should be prepared and submitted on the schedule decide

for it.

Unbiased reporting: The report should be free from prejudices, bias and partisan

approach.

5. Write a short note on Exhibits and Appendices:

Appendices:-The questionnaire administered during collection of data, a news

extract, and an interview with someone. Other supporting data or evidence is brought in

the appendix.

Exhibits:-The exhibit is universally understood to be for some temporary period

unless, as is rarely true, it is stated to be a "permanent exhibition". In American English,

they may be called "exhibit", "exposition" (the French word) or "show".

In UK English, they are always called "exhibitions" or "shows", and an individual item

in the show is an "exhibit".

6. Explain the Structure of report as in the Usual Sequences.

(i)The introductory section:

The authority who requested for the report and reasons for it.

The objective and purpose of the report.

The scope of the report

Any other relevant information

The person preparing the report.

(ii)The body of the report:

The author may adopt the direct plan or the indirect plan.

It opens up with the main idea and the conclusion arrived at or the

recommendation.

(iii) Conclusion:

The conclusion of the report is a summary, evaluation of the

options and recommendations if required.

Assure that they would be available for further clarifications.

7. How to write a confidential report?

Step 1: Make notes outlining everything that you want to tell your employee. Organize

the notes into an outline. Expand your outline into a rough draft.

Step 2: Focus the theme of your rough draft and correct any errors to make a polished

second draft. Review the second draft, correct any errors and make the necessary changes

to complete your report.

Step 3: Keep your outline, notes and all copies of the confidential reports on a secure

computer or dedicated hard drive. It is important that no one other than yourself can ever

access these files.

Step 4: Print out the confidential report on a printer that only you can access. Review the

hard copy of your report and place it into a heavy manila envelope. Seal the envelope and

hand deliver it to your employee.

Step 5: Make arrangements to meet with the recipient in person. Discuss the confidential

report with your employee in a secure room.

8. What are the various ways of collecting data?

The choice of method is influenced by the data collection strategy, the type of

variable, the accuracy required, the collection point and the skill of the enumerator. The

main data collection methods are:

(i) Registration: registers and licenses are particularly valuable for complete

enumeration, but are limited to variables that change slowly, such as numbers of fishing

vessels and their characteristics.

(ii) Questionnaires: forms which are completed and returned by respondents. An

inexpensive method that is useful where literacy rates are high and respondents are co-

operative.

(iii)Interviews: forms which are completed through an interview with the respondent.

More expensive than questionnaires, but they are better for more complex questions, low

literacy or less co-operation.

(iv) Direct observations: making direct measurements is the most accurate method for

many variables, such as catch, but is often expensive. Many methods, such as observer

programmers‘, are limited to industrial fisheries.

(v) Reporting: the main alternative to making direct measurements is to require fishers

and others to report their activities. Reporting requires literacy and co-operation, but can

be backed up by a legal requirement and direct measurements.

9. Write a short note on

(i) Laboratory Report

(ii) first Information Report

(iii) Feasibility Report.

(i)Laboratory Report: It is extremely important that you understand the need for, and

format of, a good report. Scientific work of any sort is useless unless its results can be

communicated to others. In addition, a scientific paper generally has five sections:

Introduction: Include a statement of the problem to be investigated and expected

results.

Methods and materials: This section tells the reader how and with what the

work was done. Note that this section should be written as a description of what

you did, not as a set of instructions.

Results: Here is the real meat of a report. In this section you should describe the

important qualitative and quantitative observations is your work. Data should be

tabulated and/or graphed and described.

Discussion and conclusions: This section serves two functions. First, it provides

a place where the data may be fully discussed and interpreted, and second, it

allows the author to delve into the realms of speculation.

References: Some papers have no references, others have 200 or more. There is

no correct number of references, but there is a correct philosophy and format.

(ii)First information system: Before we provide our definition of an information

system, we first explain the term ―information,‖ which can mean any of the following:

The communication act of one agent—the term ―agent‖ may refer to any entity

ranging from a person or a software component to an organization—informing

another agent(e.g., by exchanging messages);

The knowledge or beliefs of agents as a part of their mental state; or(Data) objects

that represent knowledge or beliefs.

(iii)Feasibility Report: A feasibility study is an analysis of the viability of an idea

through a disciplined and documented process of thinking through the idea from its

logical beginning to its logical end.

Feasibility study is carried out in order to assess the viability of a new project

It is primary and most important thing in development of a project.

10. What are the types of committee report?

There are four types of committees,

Standing committees:

Standing committees can be combined or discontinued but most of them have

been around for many years. Standing committees also conduct investigations, such as

the Senate Banking Committee's investigation of President Bill Clinton's Whitewater

investments.

Select committees:

The Select Committee on Aging and the Select Committee on Indian Affairs,

have existed for a number of years actually produce legislation. Sometimes long-standing

select committees eventually become standing committees.

House Small Business Committee:

Most standing committees, such as the House Committee on Small Business, have

their own websites and monthly journals to disseminate information to the people. Joint

committees have similar purposes as select committees, but they are made up of members

from both the House and the Senate.

Conference committees:

A conference committee is made up of members from the House and Senate

committees that originally considered the bill. Once the committee agrees on a

compromise, the revised bill is returned to both houses of Congress for their approval.

Section - B

1. Explain the long and short report with a suitable example.

The long report must have the following components to be successful:

A clear problem that is currently under study;

A point of view for study of the problem, such as a

businessman, consumer, or patient;

a set of criteria to use in evaluating possible solutions; and

at least two different possible solutions to be compared.

Example:

I. Memorandum (Follow THIS form)

PROPOSAL

Date:[Current date here]

To: [Recipient --Be sure it is not me]

From: [Your name]

Subject: Report on . . . (give the topic area here, such as insider trading)

Purpose:

To find a solution the problem of . . . .

Present Status of the Problem:

(a short summary of prior work on the problem, current work being done on the problem,

and a brief review of at least two written sources)

Research Procedure:

(how you will gather the information or how you will conduct your own research)

Tentative Outline:

I. INTRODUCTION

Purpose

History of the Problem

Review of Recent Literature

Research Procedure

II. BODY (Use the TITLE OF YOUR REPORT)

(Use your outline here)

III. CONCLUSIONS

IV. RECOMMENDATIONS

Projected Conclusion (telling which possible solution looks best at this time)

Projected Recommendations: (a list giving possible future actions needed to

implement the best solution)

II. Bibliography (on a separate page. Follow MLA form)

The bibliography should include about 15 sources, most of them periodical

articles and internet resources.

The bibliography must include at least five sources from Government Documents.

The sources listed in the bibliography should be primarily from the last two years;

it is particularly important that your comparison material be very recent.

Short report with example:

PURPOSE:

When a brief written communication is necessary and can do the job for the reader.

For example, a weekly or monthly financial or production report can be handled

by a Short Report.

Or, a proposal for a simple project or improvement on a process can be written up

in a Short Report.

SHORT REPORT FORMAT (memo)

DATE:

TO:

FROM: (with signature)

SUBJECT:

Attachments: (name what it is and how many pages – if you have them)

cc: (include the names and titles of the people to get a copy – if you are sending them)

page 1 of ___ (if more than 1 page. If only 1 page, this is not needed)

SUMMARY

Summarize the report information without giving the details. Write the problem

briefly, for example, but not all the details, and give the way you will solve it, and what

the benefits would be.

BACKGROUND (sometimes you did not need this. Use it only if you must explain the

history) Write the history of the project, idea, proposal, etc. Write the problem, past

solutions and who was involved in them, so the reader or member of the department can

know what is going on now (and what happened before). This part is to give the reader

―the background.‖

BODY (Do not write the word ―BODY.‖ You will write some descriptive word or words

for this section for the head ling, according to your topic/subject/contents/main idea.)

RECOMMENDATION or CONCLUSION :- (choose 1, based on your purpose)

You will choose either one, depending on the subject of your report. [There is a special

case when you use both. I will explain in class.]

Recommendations: are given when you are asked to provide your opinion about a

problem or issue. This is your suggestion of WHAT SHOULD BE DONE.

Conclusions are given when you are asked to study a problem, find out the facts and then

report about what happened – you DO NOT SUGGEST WHAT SHOULD BE DONE

TO SOLVE THE ISSUE.

Thank you. If you have any questions, please contact me at _______________. (This is

called the RESPONSE LINE)

2. Draft a project report .regarding a mosaic unit submit to bank for availing

financial assistance.

Project report:

If you wish to secure a good mark for your project, it is absolutely essential that

you write a good report. It is the report which is marked, not the program or anything else

you might have constructed during the project period. No matter how significant your

achievements, if you do not write up your work, and write it up well, you will obtain a

poor mark.

Each project report is marked initially by two examiners, one of whom is the

supervisor. Each examiner fills in an online mark form, giving marks for various aspects

of the report and an overall mark.

Studying the mark sheet will give you a good idea of what aspects of the report are

important. There is a separate document which goes into great detail about what precisely

``satisfactory'' means in particular contexts.

Note that supervisors might specify on the mark sheet that a particular aspect of

the project is to be assessed. B Decisions on what is to be assessed are the supervisor's

responsibility, but you should be aware of the standard headings, think carefully about

what you present (or do not present) under each, and discuss and agree it with your

supervisor.

Remember that your report is an academic dissertation, not a popular article or

commercial proposal. Where a project has been undertaken with industrial support, the

significance of that support for the project, and the relevance of the project to the

supporting industry, should be discussed.

The maximum limit of eligible loan under the revised scheme is Rs. 100 lacs.

Accordingly, the ceiling on subsidy would be Rs.15 lakhs or 15 per cent of the

investment in eligible plant and machinery, whichever is lower.

Financial assistance:

In calculating the value of plant & machinery, the following shall be excluded,

namely

the cost of equipments such as tools, jigs, dies, moulds and spare parts for

maintenance and the cost of consumable stores;

the cost of installation of plant & machinery;

the cost of research & development equipment and pollution control

equipment ( except where these have been approved for specific

product/sub sector by the GTAB ;

the cost of generation sets and extra transformer installed by the

undertaking as per the regulations of the State Electricity Board; (except

where gas based generation sets have been approved for specific

product/sub- sector by the GTAB).

the bank charges and service charges paid to the National Small Industries

Corporation Ltd or the State Small Industries Corporation;

the cost involved in procurement or installation of cables, wiring, bus bars,

electrical control panels (not those mounted on individual machines), oil

circuit breakers or miniature circuit breakers which are necessarily to be

used for providing electrical power to the plant & machinery or for safety

measures;

the cost of gas producer plants ( except where these have been approved

for specific product/sub sector by the GTAB) transportation charges

(excluding of sales-tax and excise) for indigenous machinery from the

place of manufacturing to the site of the factory; charges paid for technical

know-how for erection of plant & machinery; cost of such storage tanks

which store raw materials, finished products only and are not linked with

the manufacturing process; and

cost of firefighting equipment.

The amendments to the existing CLCSS are applicable with effect from

29.9.2005. The revised rates are applicable only in cases where the loans have been

sanctioned/ approved on or after September 29, 2005. Cases where the loans were

sanctioned/ approved prior to September 29, 2005 will be governed by the pre-revised

guidelines regarding ceiling on subsidy (Rs.4.80 lakhs), method of calculation of subsidy,

etc.

Units which have already availed subsidy under the pre-revised CLCSS scheme

(before 29.9.2005), cannot claim additional subsidy on account of difference in the rate of

subsidy which is now permissible under the revised guidelines.

3. Give a format of research report on ‘Leadership failure’: causes and Remedies.

Lack of integration:

Synergy has to be created between the performance management system and

strategic planning, human resource management processes, organizational culture,

structure and all other major organizational systems and processes.

Design challenges:

The performance management system and tools must be designed to address the

particular needs of organizations. The design process should involve thorough

consultation with major stakeholders and especially with future users of the system.

People involved in the design of the system must have expertise in performance

management and an understanding of the institution‘s context.

Lack of leadership support:

The implementation of the performance management system has to be supported

and driven by top leadership and management. Organizations with the best performance

management results have strong value and vision-driven leaders at the top who inspire

people, communicate the vision, take risks, and provide support and rewards.

Implementation failure:

A communication process should be put in place which will explain the benefits

of the performance management system communicate progress with the implementation

and reduce uncertainties, fears and anxieties. Managers must be encouraged to engage in

careful, systematic and professional planning and implementation of the performance

management system. Implementation time frames must be respected. All documentation

and forms must be completed properly and professionally, especially performance

agreements and personal development plans.

Incompetence: Development of performance indicators, key results areas, core

management competencies and performance agreements

Measurement of performance indicators

Communication of results and feedback

Monitoring and evaluation of the performance management system.

Lack of rewards:

A reward system that rewards high performance and discourages low and

mediocre performance must be put in place. A comprehensive and holistic reward

system, which includes various rewards such as financial rewards, public

acknowledgments, merit awards, promotions, greater work responsibilities, learning and

study opportunities, should be developed and communicated to staff. Much greater

emphasis must be given to non-monetary rewards. Mechanisms must be put in place to

take corrective action against low performers.

Communication challenges:

A proactive communication strategy and process must be followed throughout the

implementation of the performance management system. In the planning and design

phases, good communication will enable buy-in from the major stakeholders. In the

implementation phase, good communication will assist with managing resistance to

change and building positive momentum.

Inspiration challenges:

The organizations must ensure high levels of staff inspiration. This requires a

systematic approach to addressing the challenges of staff inspiration. It requires

continuous investment in human resources. Staff motivation should not be left

unmanaged. If it is left unmanaged, staff motivation naturally deteriorates. Issues of the

objectivity of performance ratings, fairness and equity should be addressed – otherwise

staff motivation is compromised.

Lack of monitoring:

Performance management system implementation must be continuously

monitored. Problems must be detected at an early stage to enable prompt corrective

action. Monitoring systems must be developed to systematically collect information,

analyze and interpret it, and use it for decision-making.

Lack of evaluation:

The evaluation process must be conducted at regular intervals to enable the

detection of problems at an early stage. The problems identified should be fed back to the

design phase. This will ensure that prompt corrective action is taken to address the

identified problems.

In order to ensure the integrity of the evaluation process, it is advisable that an

independent party conducts the evaluation process. In order to be successful, the

performance management system must be continuously evaluated and improved. Based

on the above, an integrated performance management system is presented in the

following diagram

4. Describe the different types of data and methods of collecting data.

The choice of method is influenced by the data collection strategy, the type of

variable, the accuracy required, the collection point and the skill of the enumerator. The

main data collection methods are:

Registration: registers and licenses are particularly valuable for complete

enumeration, but are limited to variables that change slowly, such as numbers of

fishing vessels and their characteristics.

Questionnaires: forms which are completed and returned by respondents. An

inexpensive method that is useful where literacy rates are high and respondents

are co-operative.

Interviews: forms which are completed through an interview with the respondent.

More expensive than questionnaires, but they are better for more complex

questions, low literacy or less co-operation.

Direct observations: making direct measurements is the most accurate method

for many variables, such as catch, but is often expensive. Many methods, such as

observer programmed, are limited to industrial fisheries.

Reporting: the main alternative to making direct measurements is to require

fishers and others to report their activities. Reporting requires literacy and co-

operation, but can be backed up by a legal requirement and direct measurements.

DATA COLLECTION METHODS

Registration: A register is a depository of information on fishing vessels,

companies, gear, licenses or individual fishers. It can be used to obtain

complete enumeration through a legal requirement.

Questionnaires: Questionnaires may be used to collect regular or

infrequent routine data and data for specialized studies. While the

information in this section applies to questionnaires for all these uses,

examples will concern only routine data, whether regular or infrequent.

Some of the data often obtained through questionnaires include

demographic characteristics, fishing practices, opinions of stakeholders on

fisheries issues or management, general information on fishers and

household food budgets.

Interviews: In interviews information is obtained through inquiry and

recorded by enumerators. Structured interviews are performed by using

survey forms, whereas open interviews are notes taken while talking with

respondents. The notes are subsequently structured (interpreted) for

further analysis. Open-ended interviews, which need to be interpreted and

analyzed even during the interview; have to be carried out by well-trained

observers and/or enumerators. Although structured interviews can be used

to obtain almost any information, as with questionnaires, information is

based on personal opinion. Data on variables such as catch or effort are

potentially subject to large errors, due to poor estimates or intentional

errors of sensitive information.

Direct observations: Observers can make direct measurements on the

fishing vessels, at landing sites, processing plants, or in markets. The

variables that enumerators can collect include catch (landing and

discards), effort, vessel/gears, operations, environmental variables (e.g.

sea state, temperature), biological variables (e.g. length, weight, age), the

values and quantities of landings and sales. In practice, observers do not

only make direct measurements (observations), but also conduct

interviews and surveys using questionnaires. They might also be involved

in data processing and analysis. The tasks of an observer are difficult and

adequate training and supervision are therefore essential.

Reporting: The advantage of using reports is that data are compiled by

agents other than fisheries staff and sometimes can be made available in

pre-processed computerized format directly from the company's records,

thereby reducing administration costs. Confidentiality of information

(such as fishing grounds and catch rates) should be part of the agreement

for data submission, and statistical outputs of the survey should not

contain information related to individual fishing vessels or companies.

However, there are also risks of under-reporting or of deliberate distortion

of data, especially fishing ground, catch and revenue related information.

UNIT - 4

Section - B

1. Give a definition nonverbal communication with example.

The process of sending and receiving messages without using words, either

spoken or written. Similar to the way that italicizing emphasizes written language,

nonverbal behavior may emphasize parts of a verbal message.

The term nonverbal communication was introduced by psychiatrist Jurgen Ruesch

and author Weldon Kees in the book Nonverbal Communication: Notes on the Visual

Perception of Human Relations, 1956.

Examples of non verbal communication of this type include shaking hands,

patting the back, hugging, pushing, or other kinds of touch. Other forms of non verbal

communication are facial expressions, gestures, and eye contact.

2. Describe the role of sign, symbol and sound in non-verbal communication.

A hierarchy of visual symbols from concrete to abstract may be the following:

an object used as part of the activity it represents,

an object identical to the one used as part of an activity,

an object similar but not identical to the object used as part of an activity,

a part of an object,

a full-sized colored drawing of the object,

a full-sized black and white drawing of the object or a reduced-size colored

drawing of an object,

a reduced-size black and white drawing of an object,

a printed word.

There is a similar hierarchy for movement with an object to sign:

movement with an object used as part of the activity it represents,

movement with an object identical to one used as part of an activity,

movement with an object similar to but not identical to the one used as part of an

activity it represents, movement without an object,

a sign that resembles the movement without the object,

a sign that does not resemble the movement without the object

Objects of sounds:

It‘s not just what you say; it‘s how you say it. When we speak, other people

―read‖ our voices in addition to listening to our words.

Things they pay attention to include your timing and pace, how loud you speak,

your tone and inflection.

sounds that convey understanding, such as ―ahh‖ and ―uh-huh.‖

Think about how someone's tone of voice, for example, can indicate sarcasm,

anger, affection, or confidence.

3. How does gesture contribute to non-verbal communication?

Emblem - the small class of nonverbal acts that can be accurately

translated into words. Example: handshake, shaking a fist at someone, a

smile, a frown

Illustrator - very much a part of speech and serves the function of

emphasis. Example: head and hand movements that occur more

frequently with primary stressed words, pointing gestures, other

movements that draw a clear picture f the linguistic reference.

Affect Display - feelings expressed through our bodies Example:

happiness, anger, surprise, fear, disgust, sadness, interest.

Regulator - acts that help to initiate and terminate the speech of

participants in a social situation. Example: regulators might suggest that

the speaker keep talking, clarify, or hurry up and finish.

Adaptor - acts related to satisfying bodily needs. Example: moving into a

more comfortable position, scratching.

4. What is body language? Explain how this can be improved?

The conscious and unconscious movements and postures by which attitudes and

feelings are communicated.

Don‘t cross your arms or legs – You have probably already heard you

shouldn‘t cross your arms as it might make you seem defensive or guarded. This

goes for your legs too. Keep your arms and legs open.

Have eye contact, but don‘t stare – If there are several people you are

talking to, give them all some eye contact to create a better connection and see if

they are listening. Keeping too much eye-contact might creep people out. Giving

no eye-contact might make you seem insecure. If you are not used to keeping eye-

contact it might feel a little hard or scary in the beginning but keep working on it

and you‘ll get used to it.

Don‘t be afraid to take up some space – Taking up space by for example

sitting or standing with your legs apart a bit signals self-confidence and that you

are comfortable in your own skin.

Relax your shoulders – When you feel tense it‘s easily winds up as tension

in your shoulders. They might move up and forward a bit. Try to relax. Try to

loosen up by shaking the shoulders a bit and move them back slightly.

Nod when they are talking – nod once in a while to signal that you are

listening. But don‘t overdo it and peck like Woody Woodpecker.

Don‘t slouch, sit up straight – but in a relaxed way, not in a too tense

manner.

Lean, but not too much – If you want to show that you are interested in

what someone is saying, lean toward the person talking. If you want to show that

you‘re confident in yourself and relaxed lean back a bit.

Smile and laugh – lighten up, don‘t take yourself too seriously. Relax a

bit, smile and laugh when someone says something funny. People will be a lot

more inclined to listen to you if you seem to be a positive person.

Don‘t touch your face – it might make you seem nervous and can be

distracting for the listeners or the people in the conversation.

Keep your head up – Don‘t keep your eyes on the ground, it might make

you seem insecure and a bit lost. Keep your head up straight and your eyes

towards the horizon.

Slow down a bit – this goes for many things. Walking slower not only

makes you seem more calm and confident, it will also make you feel less stressed.

If someone addresses you, don‘t snap your neck in their direction, turn it a bit

more slowly instead.

Don‘t fidget and try to avoid, phase out or transform fidgety movement

and nervous ticks such as shaking your leg or tapping your fingers against the

table rapidly.

Use your hands more confidently instead of fidgeting with your hands and

scratching your face use them to communicate what you are trying to say. Use

your hands to describe something or to add weight to a point you are trying to

make.

Lower your drink. Don‘t hold your drink in front of your chest. In fact,

don‘t hold anything in front of your heart as it will make you seem guarded and

distant. Lower it and hold it beside your leg instead.

Realize where you spine ends – many people (including me until recently)

might sit or stand with a straight back in a good posture.

Don‘t stand too close –one of the things we learned from Seinfeld is that

everybody gets weirder out by a close-talker. Let people have their personal

space, don‘t invade it.

Mirror – Often when you get along with a person, when the two of you get

a good connection, you will start to mirror each other unconsciously. That means

that you mirror the other person‘s body language a bit.

Keep a good attitude – last but not least, keep a positive, open and relaxed

attitude. How you feel will come through in your body language and can make a

major difference.

5. How does sound or tone contri8bute to meaning?

I would roughly order the contributors to electric guitar tone as:

Amp and effects

Body type (solid, hollow, semi-hollow)

Tone knobs in the instrument

Pickups and their position

Picking method, and player's touch (fingers/picks/plectrum; plectrum type)

String gauge and type

Bridge type (floating vs fixed)

Neck construction (through-neck or bolt-on)

Body material

Neck/fret material

Bridge/nut material

6. Write a note on eye contact,

The state in which two people are aware of looking directly into one another's

eyes. "make eye contact with your interviewers"

How eye contact affects communication between people

Goals: Based on this fact you can use eye contact to reach your social goals. For

example if you wanted to show someone that you are interested in him then you

must give him more eye contact.

First impression psychology: If you knew for sure that someone needs approval,

and most people do, then you can give more eye contact to this person so that you

leave a good first impression. (see First impression psychology)

Solid Self confidence program: In the Solid Self confidence program i said If

you are too shy to look at someone's eye directly you can just look between his

eyes and he wont notice it.

Charismatic:-giving more eye contact can also show that you are more in

control, charismatic or dominant. In another study it was found that people tended

to avoid doing more harm to others if they looked them in the eye.

7. How does space contribute to meaning?

Meaning of space: A continuous area or expanse which is free, available, or unoccupied.

"a table took up much of the space"

Space law is an area of the law that encompasses national and international law

governing activities in outer space. International lawyers have been unable to agree on a

uniform definition of the term "outer space", although most lawyers agree that outer

space generally begins at the lowest altitude above sea level at which objects can orbit the

Earth, approximately 100 km (60 mi).

The inception of the field of space law began with the launch of the world's first

artificial satellite by the Soviet Union in October 1957. Named Sputnik 1, the satellite

was launched as part of the International Geophysical Year. Since that time, space law

has evolved and assumed more importance as mankind has increasingly come to use and

rely on space-based resources.

8. Write a non-verbal communication explain the elements of the visible code.

Nonverbal communication is the process of communication through sending and

receiving wordless (mostly visual) cues between people. It is sometimes mistakenly

referred to as body language (kinesics), but nonverbal communication encompasses much

more, such as use of voice (paralanguage), touch (haptics), distance (proxemics), and

physical environments/appearance.

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9. Give examples for audio – visual aids, state organizing a seminar.

Audio-Visual Aids:

The term "audio-visual aids" is commonly misapplied. The aids themselves must

be something either audible or visual, or both. The common types of audible aids are the

spoken word, recognizable sound effects, and music.

The most frequently used visual aids are people, pictures, cartoons, graphics,

maps, the printed word, and three-dimensional models. When we talk about a motion

picture projector or a blackboard, we are talking about the means of presenting the aids,

and not the aids themselves.

Audio-visual materials can be divided into those which present the aids in their

original form, and those which reproduce the original form.

Audio-Visual Aid Display Equipment:

Animation Movement may be given to different types of visual aids. The

materials necessary to do so fall in this section, but since they are usually improvised they

cannot be specifically defined. Examples are given later in this report.

Blackboard. Black, green or other colored slate or composition board, or a

specially painted surface which will "take" erasable white or colored chalk.

Bulletin Board. Flat board of cork, composition or other wood or material to which visual

aids may be attached with pins, tacks or staples.

Easel or A-frame. Any type of frame which will hold flat-surfaced visual aids of

any given size; characterized by the artist's easel, which is similar in structure to the letter

"A," with a third leg used as a brace.

Felt board Any stiff, flat board covered with wool, felt or flannel. The same effect

can be achieved by backing the visual aids with two-sided cellophane or masking tape,

and covering the board with a piece of acetate; or by using strips of Velcro.

Flash Cards. A series of stiff cards, usually small enough to be held in the hands, each of

which is imprinted with one or more key words.

Flip Charts. A series of visual aids on flexible paper, fastened together at the top and

mounted on a frame in such a manner that they can be flipped or folded back. The frame

usually resembles a football goal post, with the charts fastened to the crosspiece.

Model or Mock-up. A three-dimensional dummy, usually made to a small scale,

which may or may not have working parts. The finished model is a visual aid. We are

concerned here with construction materials.

Pegboard. Composition or plywood board, or other similar material, which has

holes drilled through it at regular intervals, usually 3/4". Different types of metal clips,

fitting the holes, will hold visual aids such as small posters, books and models.

Pointer. The pointer can be used to indicate a portion of a slide, projected in a darkened

room, without having the pointer's shadow fall on the screen.

Section - B

1. What is body language? How this can be improve?

The conscious and unconscious movements and postures by which attitudes and

feelings are communicated.

Don‘t cross your arms or legs – You have probably already heard you shouldn‘t

cross your arms as it might make you seem defensive or guarded. This goes for

your legs too. Keep your arms and legs open.

Have eye contact, but don‘t stare – If there are several people you are talking to,

give them all some eye contact to create a better connection and see if they are

listening. Keeping too much eye-contact might creep people out. Giving no eye-

contact might make you seem insecure. If you are not used to keeping eye-contact

it might feel a little hard or scary in the beginning but keep working on it and

you‘ll get used to it.

Don‘t be afraid to take up some space – Taking up space by for example sitting or

standing with your legs apart a bit signals self-confidence and that you are

comfortable in your own skin.

Relax your shoulders – When you feel tense it‘s easily winds up as tension in

your shoulders. They might move up and forward a bit. Try to relax. Try to loosen

up by shaking the shoulders a bit and move them back slightly.

Nod when they are talking – nod once in a while to signal that you are listening.

But don‘t overdo it and peck like Woody Woodpecker.

Don‘t slouch, sit up straight – but in a relaxed way, not in a too tense manner.

Lean, but not too much – If you want to show that you are interested in what

someone is saying, lean toward the person talking. If you want to show that

you‘re confident in yourself and relaxed lean back a bit.

Smile and laugh – lighten up, don‘t take yourself too seriously. Relax a bit, smile

and laugh when someone says something funny. People will be a lot more

inclined to listen to you if you seem to be a positive person.

Don‘t touch your face – it might make you seem nervous and can be distracting

for the listeners or the people in the conversation.

Keep your head up – Don‘t keep your eyes on the ground, it might make you

seem insecure and a bit lost. Keep your head up straight and your eyes towards

the horizon.

Slow down a bit – this goes for many things. Walking slower not only makes you

seem more calm and confident, it will also make you feel less stressed. If

someone addresses you, don‘t snap your neck in their direction, turn it a bit more

slowly instead.

Don‘t fidget and try to avoid, phase out or transform fidgety movement and

nervous ticks such as shaking your leg or tapping your fingers against the table

rapidly.

Use your hands more confidently instead of fidgeting with your hands and

scratching your face use them to communicate what you are trying to say. Use

your hands to describe something or to add weight to a point you are trying to

make.

Lower your drink. Don‘t hold your drink in front of your chest. In fact, don‘t hold

anything in front of your heart as it will make you seem guarded and distant.

Lower it and hold it beside your leg instead.

Realize where you spine ends – many people (including me until recently) might

sit or stand with a straight back in a good posture.

Don‘t stand too close –one of the things we learned from Seinfeld is that

everybody gets weirder out by a close-talker. Let people have their personal

space, don‘t invade it.

Mirror – Often when you get along with a person, when the two of you get a good

connection, you will start to mirror each other unconsciously. That means that you

mirror the other person‘s body language a bit.

Keep a good attitude – last but not least, keep a positive, open and relaxed

attitude. How you feel will come through in your body language and can make a

major difference.

2. When the personality of an individual is considered to be total?

The term personality has been derived from the Latin word ―Persona‖ which was

associated with Greek theater in ancient times. The Greek actors commonly used to wear

masks on their faces during their performances on the stage. The mask worn by the actors

was called persona. Personality was thought to be the effect and influence which the

individual wearing a mask left on the audience. In modern time also, for a layman,

personality means the effect and influence of an individual on other people.

Unique: Each individual personality is unique and specific. No two persons, not

even identical twins have exactly the same qualities and attributes.

Organization: Personality is not just one or more aspects of behavior, but it is

one‘s total integrated behavior, woven into a whole. The greater the degree of

organization, the more healthy and normal the person is.

Consistency or stability: Consistency or stability is one of the characteristics of

personality. A person is recognizable from situation to situation by the consistent

characteristics that are reflected in his behavior.

Dynamic: Although the personality of an individual remains stable to a large

extent, it can‘t be said to be static, It is always dynamic and continuously in the

process of change and modification. Think about your own personality – what

type of person you are at the present moment and what type you were while

studying in school.

Self consciousness: Personality exhibits self consciousness and it is the proud

possession of human being. Man is described as having personality when the idea

of ―self‘ enters into his consciousness. A dog or a cow has no personality of its

own because neither of the two possess self-consciousness.

Psychophysical systems: Personality is neither exclusively physical nor is

exclusively mental. Similarly it is neither the product of heredity exclusively, nor

is it the product of acquired behavior or learning exclusively. Organization of

personality entails the functioning of both ‗body‘ and ‗mind‘. Psychophysical

systems composed of habits; attitudes, sentiments etc. are the product of

hereditary endowments and the acquired life experiences of the individual.

Social: Personality is completely social. Personality has existence only in

relation to the external world. An individual‘s relation with his environment, his

feelings, attitudes, are basic to the idea of personality. An integrated personality is

one which makes harmonious adjustment to environment, particularly the social

environment.

3. What are the problems in Understanding non- verbal communication?

Vague and imprecise: Non-verbal communication is quite vague and imprecise.

Since in this communication there is no use of words or language which expresses

clear meaning to the receiver. No dictionary can accurately classify them. Their

meaning varies not only by culture and context but by degree of intension.

Continuous: It is possible to stop talking in verbal communication, but it is

generally not possible to stop nonverbal cues. Also, spoken language has a

structure that makes it easier to tell when a subject has changed, for instance or to

analyze its grammar.

Multi-channel: while watching someone‘s eyes, you may miss something

significant in a hand gesture. Everything is happening at once and therefore it may

be confusing to try to keep up with everything. Most of us simply do not do so, at

least not consciously.

Culture-bound: Non-verbal communication is learnt in childhood, passed on to

you by your parents and others with whom you associate.

Long conversations are not possible: In non-verbal communication, long

conversation and necessary explanations are not possible. No party can discuss

the particular issues of the messages.

Difficult to understand: Difficult to understand and requires a lot of repetitions

in non-verbal communication. Since it uses gestures, facial expressions eye

contact, touch etc. for communicating with others which may not be

understandable for the simple and foolish people.

Not everybody prefers: Everybody not prefers to communicate through non-

verbal communication with others. Sometimes it cannot create an impression

upon people or listeners. It is less influential and cannot be used everywhere.

Lack of formality: Non-verbal communication does not follow any rules,

formality or structure like other communication. Most of the cases people

unconsciously and habitually engaged in non-verbal communication by moving

the various parts of the body.

Costly: In some cases non-verbal communication involves huge cost.

4. Describe the types of tables and graphics. Briefly explain.

(i) Tables:

A table consists of an ordered arrangement of rows and columns. This is a

simplified description of the most basic kind of table. Certain considerations follow from

this simplified description:

the term row has several common synonyms (e.g., record, k-tuple, n-tuple,

vector);

the term column has several common synonyms (e.g., field, parameter, property,

attribute);

a column is usually identified by a name;

a column name can consist of a word, phrase or a numerical index;

the intersection of a row and a column is a cell.

Types of tables:

Simple table

The following illustrates a simple table with three columns and six rows. The

first row is not counted, because it is only used to display the column names. This is

traditionally called a "header row".

Multi-dimensional table

The concept of dimension is also a part of basic terminology. Any "simple"

table can be represented as a "multi-dimensional" table by normalizing the data

values into ordered hierarchies. A common example of such a table is a multiplication

table

Wide and Narrow Tables

Tables can be described as wide or narrow in format. Wide format has a

separate column for each data variable; a Narrow format will have one column for all

the variable values and another column for the context of that value. See Wide and

Narrow Data.

(ii)Graphics:

A graphic is an image or visual representation of an object. Therefore, computer

graphics are simply images displayed on a computer screen. Graphics are often

contrasted with text, which is comprised of characters, such as numbers and letters, rather

than images.

Graphics types:

(i)Two-dimensional 2D computer graphics

2D computer graphics are the computer-based generation of digital images—

mostly from models, such as digital image, and by techniques specific to them.

(ii)Pixel art:

A large form of digital art being pixel art is created through the use of raster

graphics software, where images are edited on the pixel level. Graphics in most old (or

relatively limited) computer and video games, graphing calculator games, and many

mobile phone games are mostly pixel art.

(iii)Sprite graphics:

A sprite is a two-dimensional image or animation that is integrated into a larger

scene. Initially including just graphical objects handled separately from the memory

bitmap of a video display, this now includes various manners of graphical overlays.

(iv)Vector graphics:

Vector graphics formats are complementary to raster graphics. Raster graphics is

the representation of images as an array of pixels and is typically used for the

representation of photographic images. Vector graphics consists in encoding information

about shapes and colors that comprise the image, which can allow for more flexibility in

rendering

(v)Three-dimensional:

3D graphics compared to 2D graphics are graphics that use a three-dimensional

representation of geometric data. For the purpose of performance this is stored in the

computer. this includes images that may be for later display or for real-time viewing.

(vi)Computer animation:

Computer animation is the art of creating moving images via the use of

computers. It is a subfield of computer graphics and animation. Increasingly it is created

by means of 3D computer graphics, though 2D computer graphics are still widely used

for stylistic, low bandwidth, and faster real-time rendering needs. Sometimes the target of

the animation is the computer itself, but sometimes the target is another medium, such as

film. It is also referred to as CGI (Computer-generated imagery or computer-generated

imaging), especially when used in films.

5. Distinguish between verbal and non-verbal communication.

Verbal communication is face-to-face conversation between people. It includes

sounds, words, or speaking. Tone of voice, volume, and pitch are all ways to effectively

communicate verbally.

Nonverbal communication includes gestures, facial expressions, body movement,

timing, touch, and anything else done without speaking. People seem to notice nonverbal

communication more than verbal. For this reason, it's important to control yourself

nonverbally.

Language barriers sometimes affect communication. American gestures mean

different things in different countries. It's important to be aware of these different

meanings when traveling or working with people from a different culture.Nonverbal

combined with verbal communication can be interpreted in different ways. People may

seem very confused if someone is speaking politely while swearing at them.

Usually people's verbal communication signals their mood. Communication can either be

seen as passive or aggressive depending on both verbal and nonverbal clues.

Nonverbal communication is believed to be more believable than verbal:

One major difference is that most people perceive nonverbal

communication as more trustworthy than verbal communication, especially when

verbal and nonverbal messages are inconsistent. If someone glares and says, "I'm

glad to see you;" you are likely to believe the nonverbal message, which

communicates a lack of pleasure in seeing you.

Nonverbal communication is multi channeled:

Nonverbal communication often occurs simultaneously in two or more

channels, whereas verbal communication tends to take place in a single channel.

Nonverbal communication may be see, felt, heard, smelled, and tasted, and we

may receive nonverbal communication through several of these channels at the

same time.

Nonverbal communication is continuous:

Finally, nonverbal communication is more continuous than verbal

communication. Verbal symbols start and stop. We say something or write

something and then we stop talking or writing. However, it is difficult , if not

impossible, to stop nonverbal communication.