1.

Listening
a. Listening is to give one's attention to sound or action.
i. Pay attention
ii. Comprehend message
iii. Interpret
iv. Respond
2. Purpose of listening
a. To act
b. To get information
c. To understand other’s opinion/view
d. To conceive your opinion
3. How to listen
a. Adjust your listening behaviour to deal with a variety of situations,
types of input, and listening purposes
4. Strategies of listening
a. Top-down strategies are listener based; the listener taps into
background knowledge of the topic, the situation or context, the
type of text, and the language. This background knowledge
activates a set of expectations that help the listener to interpret
what is heard and anticipate what will come next. Top-down
strategies include
i. listening for the main idea
ii. predicting
iii. drawing inferences
iv. summarizing
b. Bottom-up strategies are text based; the listener relies on the
language in the message, that is, the combination of sounds, words,
and grammar that creates meaning. Bottom-up strategies include
i. listening for specific details
ii. recognizing cognates
iii. recognizing word-order patterns
5. Listening - what to do
a. Figure out the purpose for listening. Activate background
knowledge of the topic in order to predict or anticipate content and
identify appropriate listening strategies.
b. Attend to the parts of the listening input that are relevant to the
identified purpose and ignore the rest. This selectivity enables to
focus on specific items in the input and reduces the amount of
information they have to hold in short-term memory in order to
recognize it.
 c. Select top-down and bottom-up strategies that are appropriate to
the listening task and use them flexibly and interactively.
Comprehension improves and confidence increases when you use
top-down and bottom-up strategies simultaneously to construct
meaning.
d. Check comprehension while listening and when the listening task
is over. Monitoring comprehension helps detect inconsistencies
and comprehension failures, directing them to use alternate
strategies.

6. Inferences
a. a conclusion reached on the basis of evidence and reasoning.
b. Inference is a "foundational skill"
c. a prerequisite for higher-order thinking and 21st century skills
7. Three types of clues in guessing the new words
a. Punctuation
i. Sometimes a sentence gives a definition of a new vocabulary
item or info about it.
ii. This info will include
1. Parentheses ()
2. After a dash (-)
3. After a comma (,)
a. Ex: there is a drawback, a disadvantage, to that
idea.
b. Logic
i. Sometimes simple logic helps you to guess a new word.
1. Ex: The educational system is a mirror that reflects the
culture.
a. You probably know the word mirror, so you can
guess that reflects means shows.
c. Another sentence
i. Sometimes a clue to the meaning of a new vocabulary item
is another sentence.
1. Ex: A school system in one country is not identical to
the system in any other country. It cannot be exactly
the same because each culture is different.
a. Here, the meaning of the word identical is get
from the 2nd sentence.
8. What is paragraph writing
a. A paragraph is a series of sentences that are organized and
coherent, and are all related to a single topic.
b. Developing points and ordering information
9. How to write paragraph
a. Arrange the sentence
b. chronological order to show a sequence of events or the passing of
time
c. moving from the most important point to the least important point
or going the opposite way
d. move from a general point, getting more specific as the paragraph
moves along or to move from specific to general
10.how to develop a para
a. Create a main idea for the paragraph
b. add detailed examples in order to enhance the paragraph.
11.Length of para
a. between three to eight sentences long
b. five sentences being the average paragraph length
12.para should consist
a. First is the topic sentence - specific point and a specific attitude or
feeling to it
b. Second expand upon the initial topic sentence idea – giving details
c. The third part is the closing sentence - let the reader know what the
main idea and also a transition sentence to lead readers into the
next paragraph.
13.When to move on to a new paragraph
a. A new paragraph is used when you are contrasting two points or
presenting each side of an argument.
i. For E.g., if your topic is "should civil servants receive lower
salaries?" one paragraph would deal with the arguments
supporting lower pay for civil servants, while the other
paragraph would provide arguments against it.
14.Cohesion & coherence
a. Cohesion refers to connectivity in a text.
b. Coherence refers to how easy it is to understand the writing.
15.Reviewing your paragraph
a. Check your paragraph for spelling and grammar.
b. Check your paragraph for style.
 i. For E.g. The point of view of your writing should remain
consistent throughout the paragraph, and indeed, the entire
paper. If you are writing in the first person (e.g., "I believe
that...") you should not switch to a passive voice ("it is
believed that") halfway through.
c. Try to avoid beginning every sentence with "I think..." or "I
contend that..."
16.Why business communication
a. The transmission of information within the business environment
b. The information may be transmitted, send and receive between or
among individuals
c. Promotion, salary increase, and productivity relate directly to
communication competency
d. Helps in preparing organizational plans
e. Decision making
17. HR trends  required by an organization
a. Dynamic leadership skills
b. Varied and strong work experience
c. Right skill sets and willingness to learn
d. Cross cultural sensitivity
18.seven competency skills
a. Written communication skills
b. Time management
c. Tolerance for high stress management
d. Creative thinking
e. Flexibility
f. Ability to work in team
g. Staying motivated
19.Communication barriers
a. Physical barriers
b. Physiological barriers
c. Jumping to conclusion
d. Problem with structure design
e. Language
f. Lack of common experience
g. Information overload
h. Cultural noise
20.Recipe for great communication
a. Clarity
i. Make your point clearly
 b. Brevity
i. Make your point quickly
c. Context
i. Make your message relevant
d. Impact
i. Make your message memorable
e. Value
i. Make your message valuable
21.Four skills of great communication
a. Subskill 1How well do you build your message?
b. Subskill 2How well do you assess?
c. Subskill 3How well do you document?
d. Subskill 4How well do you deliver?
22.Three levels of communication
a. Professional
i. Clarityaudience will hear
b. Leadership
i. Interestingaudience will care
c. Executive
i. Consensusaudience will act (respond)
23.Stages of listening
a. Observe
b. Understand
c. Evaluate
d. Respond
e. Keeping in memory
24.How listening is important in business
a. Listen to the customers
b. Listen to the employers
c. Listen to the superiors
d. Listen to the co-workers
25.What is report writing
a. The definition of report writing is creating a statement that
describes in detail about an event, situation or occurrence, usually
as the result of observation or inquiry. The two most common
forms of report writing are news report writing and
academic report writing.
26.Report writing consists of
a. Introduction
i. In the introduction, you must grab the reader's attention and
identify the thesis of the paper. You can do this by starting
with:
1. Several questions
2. A quote from a famous work or person
3. Some interesting facts or information
b. Body
i. This is the main part of the work and the paragraphs must be
clearly written and be arranged in a logical order, like
chronologically or in order of importance.
c. Conclusion
i. In the conclusion, you re-emphasize the thesis and
summarize all the main points.
27.What are today’s employers are looking for? (Perspective of Others
Author )
a. Communication skills
b. Aptitude for leadership
c. Being a people's person and a team player
d. Problem solving and analytical skills
e. Open to learning and being proactive
f. How well can you convince work?
28.Importance of communication
a. Better interpersonal relationship
b. Better Information availability
c. Better Decision marking
d. Better Company Image
e. Recognizing bottlenecks
f. Improved Productivity
g. High Employee Satisfaction
29.Types of Communication
a. Internal Communication
i. Formal (with in the org. Planned and systematic manner)
ii. Informal (with in the org. Employees meet over lunch or
short discussion in the washroom)
b. External Communication
i. Formal (Official Interactions occurs with outsiders)
ii. Informal (Casual conversation with outsiders)
30.Flows of Information within Organization
a. Upward
b. Downward
c. Horizontal or Lateral
d. Diagonal or Cross-communication
31.Challenges in organizational communication
a. Organizational structure and Outlook
b. Environment of mistrust
c. Wrong time and medium
d. Issues of ethics
32.Strategies for Improving Communication
a. Follow a participative approach
b. Form Multiple channels and ensure their effective use
c. Encourage the practices of communication
33.Why writing skill is important
a. Put the reader first
b. Make an habit to write English everyday
c. Ask someone to check your writing
d. Improve your vocabulary
e. Don’t be afraid to commit mistake
34.Process of writing
a. Preparation (Brainstorming)
b. Organize
c. Write
d. Evaluate
e. Review
35.Good writing
a. Expand your vocabulary
b. Master English spelling
c. Read regularly
d. Improve your grammar
e. Just do it!
36. Characteristics of good writing
a. Choosing the right words
b. Familiar words
c. Simple Words
d. Concise Words
e. Unbiased Words
37.Word choice
a. Word choice is the use of rich, colorful, precise language that
moves and enlightens the reader.
b. Word Choice enriches our writing and makes it almost come alive.
Precise words add energy and clarity. Words convey the intended
message in a clear, interesting and natural way.
38.Elements of good writing
a. Right words
b. Correct sentence
c. Consistent Paragraphs
d. Correct Grammar
e. Good Writing
39.Business writing (letter)
a. Writing is crucial to business organizations as it serves as a major
source of documentation.
40.Importance of business writing letter
a. Permanent record
b. Convenient
c. Organized
d. Well-considered message
e. Be composed and read when the schedules of the communicators
permit and, if necessary, can be reviewed too.
41.Types of business
a. POSITIVE Messages
b. NEUTRAL Messages
c. NEGATIVE Messages
d. PERSUASIVE Messages
42.POSITIVE Messages
a. Convey good feeling
b. Letters of appreciation, thanks giving, expression of interest,
sympathy, etc.
43.NEGATIVE Messages
a. Convey disappointment, disapproval, dissatisfaction
b. Letters of disapproval, disagreement, denial, refusal, job denials,
cancellation, etc.
44.NEUTRAL Messages
a. Convey no feeling, contain information, necessitating action
 b. Day-to-day messages, reports, routine letters, reminders, proposals,
etc.

45.PERSUASIVE Messages
a. Action demanding communication system, agreement with the
writer’s point of view Memoranda of Interests, Invitations,
Brochures, etc.
46.Business Messages
a. Business Letters
b. Application Letters
c. Resume
d. Memorandum
e. Notices
f. Agenda
g. Minutes
h. Reports
i. Telex and Telegram
47.Business Messages Using Technology
a. Fax(facsimile)
b. Electronic Mail(e-mail)
c. Instant Messages(IM)
d. Text Messages
e. Blog Postings
f. Podcasts
g. Printed Memos and Letters
48.Why non-verbal communication
a. Nonverbal communication makes up about 93% of all
communication.
b. Understand the importance and impact nonverbal communication
can have on a workplace environment and professional
relationships
c. Discuss potential recourse of unintended nonverbal
communication, types of nonverbal communication, and ways to
improve
49.Importance of non-verbal communication
a. Perception is often the reality.
b. Conveys your attitude and state of mind
c. Can be persuasive
d. Will affect others’ states of mind
 e. Used to evaluate performance
f. Determines how you feel about other coworkers
50.What is nonverbal communication?
a. Communication without the use of spoken language. Nonverbal co
mmunication includes gestures, facial
expressions, and body positions (known collectively as “body lang
uage”), as well as unspoken understandings and
assumptions, and cultural and environmental conditions that
may affect any encounter between people.
b. Sign language and written words are not considered nonverbal
communication
51.Seven types of non-verbal communication
a. Proxemics (distance)
i. Different cultures have different comfort levels of distance
ii. As children grow older and become less dependent on
parents they require more space
iii. When you go to the movies with someone of the opposite
sex who usually gets the armrest?
b. Haptics (touch & body contact)
i. The power of touch:
ii. A (1997) study found that strangers that were touched were
more likely to return change left in a phone booth
c. Chronemics (time)
i. How is time used to communicate?
ii. A study conducted by Burgoon (1989) found that people
who arrive 15 minutes late are considered dynamic, but
much less competent, composed and sociable than those that
arrive on time
d. Kinesics (behavior)
i. Facial expressions
ii. Eye contact
iii. Body language
iv. Gestures
v. Physical appearance
e. Artifacts (Dress, Belongings, etc)
i. Material objects as an extension of oneself
f. Paralanguage (volcalics)
i. Use of voice to communicate includes elements such as
pitch, rate, pauses, volume, tone of voice, silences, laughs,
screams, sighs, etc.
 ii. Powerless style of communication
52.What is paraphrasing
a. Paraphrasing is restating text giving the meaning in another form.
b. You paraphrase when you use text written by another person.
c. Rewrite the text in your own words.
d. Paraphrasing shows that you’ve read and understand the original
text rather than repeating it word for word.
53. What is summarizing
a. When you summarize, you reduce the amount of text.
b. When you reduce text, you take away words.
c. Only use the most important ideas from the text.
d. Focus on the key points
e. It’s okay to ignore information that isn’t important.
54.Ways of condensation
a. Use synonymous or same meaning phrase
i. Example: He has good command of English
ii. He knew English well
b. Change the structure of the simple sentence
i. Example: My brother has an appreciation of modern art
ii. My Brother appreciates modern art
c. Turn complex sentence into simple sentence
i. Example: He received a welcome which is as cold as ice
ii. He received an icy welcome
d. Combine the sentences
i. Example: Hurry up. If you don’t you will miss the train
ii. Hurry up or you will miss the train
55.Writing and responding to message
a. Be clear about your objective and state your request upfront
b. Explain what you are looking for
c. End your message by requesting for action
56.Other types of direct messages
a. Good news
b. Thank you notes
c. Goodwill messages
57.Steps for writing goodwill messages
a. Doing the groundwork
i. Understand the objective
ii. Understand the audience
b. Writing the persuasive message
i. Gather attention
 ii. Create interest
iii. Motivate to act
58.Oral communication and behaviour types
a. DominantI attitude
b. Passivesilent and speak less
c. Pessimistsnegative attitude
d. Optimistsfeel everything is possible
e. Advisersknow all and persuade a group
f. Diplomats
59.