1.

3 Process of communication

WORD

1.4 Barriers to communication

Barriers to Effective Communication

Physical Barriers
Physical barrier is the environmental and natural condition that act as a barrier in
communication in sending message from sender to receiver. Not being able to see
gestures, posture and general body language can make communication less effective.
 
Linguistic Barriers
The inability to communicate using a language is known as language barrier to
communication. Language barriers are the most common communication barriers, which
cause misunderstandings misinterpretations between people
 
Interpersonal Barriers
Barriers to interpersonal communication occur when the sender’s message is received
differently from how it was intended.
 
Organisational Barriers
Organisations are designed on the basis of formal hierarchical structures that follow
performance standards, rules and regulations, procedures, policies, behavioural norms, etc.
All these affect the free flow
of communication in organisations
 
Cultural Barriers
Cultural barriers is when people of different cultures are unable to understand each other’s
customs, resulting in inconveniences and difficulties.People sometimes make stereotypical
assumptions about others based on their cultural background
1.5 Oral and Written Communication

Oral communication takes place in face-to-face conversations, group discussions,

telephone calls and other circumstances in which spoken word is used to express
meaning.
Ricky W. Griffin

Oral communication takes place when spoken words are used to transfer information
and understanding form on person to another.
S. K. Kapur

How to Make Oral Communication Effective?

The following steps should be taken to make oral communication effective:

1 Clarity
The speaker should pronounce his words “clearly” and “correctly”. He must talk
distinctly and slowly. When a person speaks fast or munches words the oral message
is likely to be misunderstood.

The way a person speaks his dialogue exercises much influence on the audience.
Clarity of expression is the aim at all times.

2 Brevity
Oral communications often suffer from too much of talking. When a speaker keeps on
talking for long, his message is lost in a sea of words and his listeners tend to become
inattentive.
Therefore, the message must be kept as short as possible. However, the speaker
should not appear unclear, abrupt or discourteous.

3 Precision
An oral message becomes more effective when it is precise and concise.

Example: It is better to say ‘cut down costs by 100 instead of saying ‘reduce costs’.
The message should not be vague or incomplete. Words ought to mean clearly what
they are intended to say.
4 Right words
The first caution is to ensure that you know the meaning of the words that you use.
Some words have more than one meaning while some others carry different meanings
for different persons. Be sure about what your words will convey to a trained reader.

Example: City, town and metropolis are three different words and care should be
exercised before using them. You will find that the word ‘metro’ has at least three
different meanings in day-to-day usage. Find them out for yourself.

Therefore, words should be chosen carefully and their meaning clarified in the context
of usage. The speaker should not presume that the listener would mean the same thing
from a word, which s/he means.
5 Avoid Hackneyed Phrases
Speakers often use hackneyed phrases and clichés like ‘you know’, ‘I see’, ‘you see’,
‘what I mean’, ‘isn’t,’ etc.

Such phrases interrupt the flow of speech and obstruct the quick grasp of meaning
besides causing boredom. Speakers should ensure that they do not use these phrases
unconsciously or consciously.

Most of us use them as connectives, filling up a gap when we do not have the correct
word/phrase. Keeping them consciously out of your usage would mean that you will
have to remain silent for those gaps. But don’t worry. Once you stop using fillers like
those, appropriate words will come to you with a little effort at articulation.

6 Understand the Listener

A good speaker must understand the listener before talking. People vary in terms of
their education, culture, intelligence level, maturity, etc.

7 Natural Voice
The speaker should use his natural way of speaking. In order to look sophisticated,
some speakers use a foreign accent. This reduces the effectiveness of communication.

8 Logical Sequence
Before speaking, different ideas to be conveyed should be arranged in a logical order.
It helps to make the speech forceful.

9 Conviction
A speaker must have conviction in what he says. Careful understanding, the sincerity
of speech, and intelligent planning are required to develop conviction in speech.
1.6 Importance of listening

WORD

1.7 speaking, reading, and writing

WORD

1.8 Types of communication

WORD

1.9 Verbal communication

WORD

1.10 Formal versus informal communication

Formal Communication

The communication in which the flow of information is already defined is

termed as Formal Communication. The communication follows
a hierarchical chain of command which is established by the organisation
itself. In general, this type of communication is used exclusively in the
workplace, and the employees are bound to follow it while performing their
duties.

Example: Requests, commands, orders, reports etc.

The formal communication is of four types:

 Upward or Bottom-up: The communication in which the flow of

information goes from subordinate to superior authority.
 Downward or Top-down: The communication in which the flow of
information goes from superior to subordinate.
 Horizontal or Lateral: The communication between two employees
of different departments working at the same level.
  Crosswise or Diagonal: The communication between the
employees of two different departments working at different levels.

Informal Communication

The communication which does not follow any pre-defined channel for the
transmission of information is known as informal communication. This type
of communication moves freely in all directions, and thus, it is very quick
and rapid. In any organization, this type of communication is very natural as
people interact with each other about their professional life, personal life,
and other matter.

Example: Sharing of feelings, casual discussion, gossips, etc.

The informal communication is of four types:

 Single Strand Chain: The communication in which one person tell

something to another, who again says something to some other
person and the process goes on.

 Cluster Chain: The communication in which one person tells

something to some of its most trusted people, and then they tells
them to their trustworthy friends and the communication continues.
 Probability Chain: The communication happens when a person
randomly chooses some persons to pass on the information which is
of little interest but not important.
 Gossip Chain: The communication starts when a person tells
something to a group of people, and then they pass on the
information to some more people and in this way the information is
passed on to everyone.

Formal vs informal communication

A tabular comparison of formal and informal communication is presented below:

FORMAL COMMUNICATION VS INFORMAL COMMUNICATION

 Basic idea

Formal communication channels are orderly and Informal communication channels are disorde
well-structured. and may flow in any direction.

Operational activities

These are directly related to the operational These are not directly related to operational
activities of a business. activities of a business however employees ma
it to perform their day-to-day duties.

Decision making

Formal communication channels directly impact The management do not make use of informal
the decision-making process of a company’s communication channels while making strateg
management. business decisions.

Reliability

Formal communication is more reliable than Informal communication is not reliable and m
informal communication. consist of rumors and workplace gossip.

Time consuming

It is time-consuming and regular in nature. It spreads fast and is irregular in nature.

1.9 One-way versus 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. Two-way communication always
includes feedback from the receiver to the sender and lets the sender know the message has
been received accurately.
Differences between One-way and Two-way Communication
 1.10 Non-verbal communication
Non-verbal communication is the sending or receiving of wordless messages. We can
say that communication other than oral and written, as gesture, body language,
posture, tone of voice or facial expressions, is called non-verbal communication.

Non-verbal communication helps receiver in interpreting the message received.

Frequently, non-verbal signals reflect the situation more accurately than verbal
messages. Sometimes non-verbal response contradicts verbal communication and thus
affects the effectiveness of message.

Elements Of Non Verbal Communication

Non-verbal communication has the following three elements:

1. Appearance: Speaker: clothing, hairstyle, neatness, use of cosmetics.

Surrounding: room size, lighting, decorations, furnishings.
2. Body Language: Facial expressions, gestures, postures.
3. Sounds: Voice tone, Volume, Speech rate.
Non-verbal communication, or body language, is a critical form of communication – a
natural, unconscious language that broadcasts our true feelings and purposes in any
given moment, and clues us in to the feelings and intentions of those around us.

Types Of Non verbal Communication

There are many different types of non-verbal communication. Unitedly, the following
non-verbal signals and cues convey your interest and investment in others.

7 Types of Non verbal communication are briefly explained below:

Facial expressions
The human face is extremely expressive, able to express countless emotions without
saying a word. And unlike some forms of non-verbal communication, facial
expressions are universal. The facial expressions for happiness, sadness, anger,
surprise, fear, and disgust are the same across cultures.
Body movements and posture
Believe how your perceptions of people are affected by the way they sit, walk, stand
up, or hold their head. The way you move and carry yourself communicates a wealth
of information to the world. This type of non-verbal communication includes your
posture, bearing, stance, and elusive movements.

Gestures
Gestures are woven into the fabric of our daily lives. We wave, point, beckon, and use
our hands when we’re arguing or speaking animatedly – expressing ourselves with
gestures often without thinking. Nevertheless, the meaning of gestures can be very
different across cultures and regions, so it’s important to be careful to avoid
misinterpretation.

Eye contact
Because the visual sense is dominant for most people, eye contact is a particularly
important type of non-verbal communication. The way you look at someone can
communicate many things, including interest, affection, hostility, or attraction. Eye
contact is also crucial in maintaining the flow of conversation and for gauging the
other person’s response.

Touch
We communicate a great deal through touch. Think about the messages given by the
following: a firm handshake, a timid tap on the shoulder, a warm bear hug, an
assuring pat on the back, a patronizing pat on the head, or a controlling grip on your
arm.

Space
Have you ever felt uneasy during a conversation because the other person was
standing too close and invading your space? We all have a need for physical space,
although that need differs depending upon the culture, the situation, and the closeness
of the relationship. You can use physical space to communicate many different non-
verbal messages, including signals of intimacy, aggression, dominance, or affection.

Voice
It’s not just what you say, it’s how you say it. When we speak, other people “read”
our voices in addition to heeding to our words. Things they pay attention to include
your timing and pace, how loud you speak, your tone and inflection, and sounds that
convey understanding, such as “ahh” and “uh-huh.”
Verbal Communication
Verbal communication includes sounds, words, language, and speech. Speaking is one of
the most effective and commonly used ways of communicating. It helps in expressing our
emotions in words.
 
Type of Verbal Communication
1 Interpersonal Communication: This form of communication takes place between two
individuals and is thus a one-on-one conversation. It can be formal or informal.
 
2 Written Communication: This form of communication involves writing words. It can be
letters, circulars, reports, manuals, SMS, social media chats, etc. It can be between two or
more people.
 
3 Small Group Communication: This type of communication takes place when there are
more than two people involved. Each participant can interact and converse with the rest.
 
4 Public Communication: This type of communication takes place when one individual
addresses a large gathering.

UNIT – II

2.1 Personality Development

WORD

2.2 Models of interpersonal development

WORD

2.5 Emotional Quotient

WORD
2.6 Teamwork

WORD

Examples of teamwork skills

Teamwork skills are made up of many other soft skills you can work to develop over
time. Here are just a few examples of qualities that can help you improve your
teamwork skills:

1 Communication

The ability to communicate in a clear, efficient way is a critical teamwork skill. When
working with others, it is important that you share relevant thoughts, ideas and key
information. There are many different types of communication skills including both
verbal and nonverbal.

2 Responsibility

Within the dynamic of teamwork, it is important that the parties involved both
understand the work they are responsible for and make the effort to complete said tasks
on time and up to the expected standard. With the entire team functioning properly by
taking responsibility for their own work, they can work together towards a common goal.

3 Honesty

Practicing honesty and transparency at work might mean working through a

disagreement, explaining that you were not able to complete a certain task on time or
sharing difficult updates. Without transparency, it can be difficult for a team to develop
trust and therefore work together efficiently.

4 Active listening

Much like communication, active listening skills can help a team to understand and trust
each other. Active listening is the act of making an effort to focus intently on one person
as they share their ideas, thoughts or feelings. You might also ask follow-up questions
to dig deeper into what they are communicating.

5 Empathy
Having empathy for your teammates can allow you to better understand their motives
and feelings. Taking the time to listen and understand how others think and work can
help you to communicate with them in the right ways.

6 Collaboration

Teamwork exists so that a group of individuals with a diverse set of skills and talents
can work together towards a common goal. It is crucial to work with other teammates to
share ideas, improve each other’s work and help one another to form a good team.

7 Awareness

In teamwork, it is important that you hone your ability to be aware of the team dynamic
at all times. For example, if one person is dominating the conversation or does not allow
others to share ideas, it is important that balance is restored so each teammate to
contribute evenly. Alternatively, if one person tends to be more shy or hesitant to share
ideas, it is important to create space so that all teammates feel comfortable to contribute
their unique skills and abilities.

2.7 Persuasion techniques

=================

5.3 A.P.J. Abdul Kalam

From Rameshwaram to the Rashtrapati Bhavan, it’s been a long journey. Talking to Nona Walia on the
eve of Teacher’s Day, president Dr. A.P. J. Abdul Kalam talks about life’s toughest lessons lerant and his
mission – being a teacher to the Indian youth. “A proper education would help nurture a sense of dignity
and self-respect among our youth” ‘ says Presedent Kalam.

There’s stell a child in him though, and he’s still curious about learning new things. Life’s a mission for
President kalam.

Nonetheless, he rembers his first lesson in life and how it changed his dentiny. “I was studying in
standard V, and must have been all of 10.

My father, Sri Sivasubramania Iyer was telling us how birds fly. He drew a diagam of a bird on the
blackboard, depicting the wings, tail and the body with the head and then explained how birds soar to
the sky. At the end of the class, I said, “I didn’t understood, but nobody had understood how birds fly,”
he recalls.

“That evening the entire class was taken to Rameswaram shore,” the President continues, “My teacher
showed us sea birds. We saw marvelous formation of them flying and how their wings flapped. Then my
teacher asked us, “Where is the birds’ engine and how is it powered?” I knew then that birds are
powered by their own life and motivation. I understood all about birds’ dynamics.
(1) When did Nona Walia talk to the President Dr. A.P.J. Abdul Kalam?

(2) What did the teacher draw on the blackboard?

(3) What did Dr. A.P.J. Abdul Kalam learn when the entire class was taken to the Rameshwaram shore?

(4) Do as directed.

(1) (i) I was studying in std VII. (Rewrite in Present Perfect Countinuous tense)

(5) Which words in the passage mean the following. (2) (i) fate (ii) wonderful

(6) Give the antonyms of?

(1) (i) remembers (ii) tought

(7) He’s curious about learning new things

(frame a ‘Wh’ questions to get the underlined expression as an answer)

(8 ) What inspiration do you gain after reading about Dr. Kalam’s experiences as a student?

5.4 Azim Premji,

Premji had changed an old-fashioned Indian company into a high-tech one.

A family business like his rarely survives the founder but under Premji it
surpassed anything his father has left behind. He touched the sky by his
perseverance and sheer hard work. In 1984, Wipro’s Infotech division
diversified into software. The liberalisation of 1991, as Indian exports of the
software industry expanded by 50 per cent every year, so did Wipro. Wipro
makes 65 per cent of its sales to the US.

They have built a strong brand in the US. Azim Premji also established a
foundation known as Wipro Cares, which focuses on primary education.
This foundation has been set up with a corpus of Rs.1000 million with an
aim to harness the creativity, passion and sense of social responsibility of
Wipro fraternity to contribute to the society in which they live and work. It
has taken the target to educate 3500 children through Child Care India.
The foundation also set up libraries in slums. It also provides computer
skills and scholarships to the needy students. In the short time since its
foundation, Wipro Cares has brought smiles to many children.

He also set up Wipro’s Gujarat Earthquake Relief Fund. After Wipro’s

matching contribution, the total amount crossed Rs 20 million. He ensured
that this amount is well utilized for the needy and affected citizens of Gujrat.
Premji was the prime mover behind Wipro’s decision to achieve ‘Six Sigma’
status. In his address to the top management of Wipro Corporation, he
said, “The end objective of our ‘customer-in’ concept is that we want to
build the voice of the customer in our products and services. In this journey
of achieving the near defect-free products and services, Premji is very clear
that as a world-class organization, what Wipro needs to be concerned
about is the process, not merely the results. Once he says: “My sincere
belief is that development and deployment of the right talent can soon push
India to that long-awaited status of being a developed economy.” An
optimistic vision, perhaps, but worth watching out for. Such is the vision of
a great and highly resolved world-class entrepreneur.

5.5 Sachin Tendulkar

https://www.wikiessays.org/2018/06/essay-on-sachin-tendulkar-in-easy-
language.html

5.6 Sathya Nadella

https://www.gkduniya.com/satya-nadella

 The First Indian CEO of Microsoft in English language for students in 900 words. In this article
cover Topic : Early childhood and family background, Educational and married life of
Nadella, His journey with Microsoft, Appointed as the CEO of Microsoft in 2014, His
contribution to the company, His achievements as the business executive, His vision about
digital technology and Dedication and hard work are the ladder of success.
Satyarthi Narayan Nadella, American business executive of Indian origin and Chief Executive
Officer of Microsoft, was born on 19th August, 1967 in the Telugu-speaking family of
Anantapur in Andhra Pradesh. His father, Bukkapuram Nadeela Ugandhar, was a government
official and government servant of the Indian Administrative Service.

Nadala was out of Hyderabad Public School After schooling, he obtained a bachelor's degree in
the field of Engineering and Technology from the Manipal Institute of Technology, in 1988, in
Electricity and Telecommunication. He obtained his degree in computer science from the
University of Wisconsin, Nadale tied the knot with Milkwalker and business school, Bachelor of
Business Administration in Business Administration, University of Chicago, Anupama in 1992.
This Daman has three children, two daughters and a son and lives in Bellevue, Washington.

Nadella was always eager about building things and enhancing the lives of people through
technical development. In 1992, he started joining Microsoft and changing his life completely,
started his career with Sun Microsystems as a member of Sun Technology staff. He led several
major projects and organized many different positions in the company. He worked as Senior
Vice President of Research and Development (R & D) Division for the online service division
and Microsoft Business Division. Later he was appointed as the Chairman of Microsoft Server
and Tool Division. Nadala was a mastermind behind the company's move to cloud computing
and the development of one of the world's largest and record-breaking cloud infrastructure.

Nadella has been credited for his leadership and guidance in the creation of his Azure Cloud of
MicrowaveFaves Database Window Server and Developer Tools. All Microsoft departments
were registered to grow under Nadeela's control. The business and technology culture of the
company has changed greatly and its revenue from cloud services increased from $ 16.6 billion
to $ 20.3 billion.

Satya Nadala is an ideal for millions of people due to his achievements on technical fronts. He
works hard and always tries to make revolutionary changes in technology through innovation.
Nadella was appointed as CEO of Microsoft on February 4, 2014, giving pride to all Indians, she
has been working with Microsoft for the last 22 years and dedicated her best to her company's
success. The credit for his promotion and achievements is his determination and never dead soul.

Nadeela's contribution has given the company a new shape, Microsoft's cloud computing
division has been invented, its most inspiring and effective achievement. This Indian engineer
has joined the league of technical magicians like Steve Jobs and Bill Gates on the basis of his
great work.

Nadella is an avid reader of American and Indian poetry, often comparing poetry coding and
spending his spare time to read poems. He is also a big fan of cricket. He credits the game to
polish his leadership qualities and to increase his team's spirit. Nadala calls himself a lifelong
learner and also works in online classes in his spare time because he always tries to learn and
implement perfection. He likes to run and is also a fitness enthusiast

This Microsoft, CEO, is privately preserved by Bill Gates, who took an anchor to enter the hands
of Nadala, as soon as Nadala joined the company, believes that the culture of an organization can
bring long-term success Is responsible for

When asked about the motto, he says that he is trying to change the old ways with a new style to
achieve the goal. Nadala has reinforced Microsoft in its cloud business, which has recently been
designed to give a mobile experience. He emphasizes the difference between mobile experience
and mobile device

Satya Nadella is a very influential business executive who is known all over the world. When
asked in an interview that what he takes inspiration, inquiring about it, he says, "Whatever we
do, our every customer's conversation, our product builds every product, we have our industrial
partners With the edge, the sense of identity and the spirit of purpose strengthen the mission. He
is the third CEO of Microsoft, only two others in the role, Bill Gates and Steve B. Follow Almer.

Nadella plays a role fully for Microsoft CEO, a company that wants to convert from a software
company into a device and a service company, the steps taken by the acquisition of Nokia's
mobile division. They believe that using all the digital technologies, they can achieve their goals
that fit their business.

Microsoft's main aim is to enable each and every person on the planet and population to achieve
as much as possible. Nadeela says, "What do we do to provide digital technology and digital
technology platforms so that others can be used to work, work, work and work". According to
Nadella, the technology paradigm varies, and in the next 10 years we will reach a point where
almost everything has been digitized.

He explained, for example, that even the farmers are also using the tools associated with large-
scale production monitoring in real time. In the future, it is expected that Microsoft can succeed,
and this indicates that 'estrumment market' means more than IT department in our local bank or
call center. If their vision is successful, Microsoft can achieve a great success.

Satya Nadella managed to grow in his career due to his fearless dedication and hard work. They
should remember that success is the result of hard work years. Nadala's life story is an inspiration
for us and it is hoped that India produces individuals like Satya Nadella, which is not only
property for one organization but also property for the whole world.
5.7 Sam Pitroda

Sam Pitroda wanted IT to throw all that and create a new India. IT is not about software exports or
internet access, but a whole new way of doing things. Back in 1980s, making a phone call was a difficult
thing and telephone was the property of only the rich and elite sections of society. In today’s India we are
connected to the world, a common man carries a cell phone of his own. If there is one man who build the
foundation of this revolution in communication system, it is Sam Pitroda.

Pitroda did his Masters in Physics and Electronics from Baroda. He first used a telephone while he was
studying Electrical Engineering at United States of America. He started a telephone exchange company
called Wescom Switching in 1974. He thought to set up cheap rural exchanges in India.

In 1984 Pitroda was made Chief Scientific Advisor to start a new public-sector venture called Centre for
the Development of Telematics (C-Dot) in India. He successfully created and launched the Rural
Automatic Telephone Exchanges (RAX). As a result, about 40,000 exchanges totalling about 20 million
telephone lines were installed in India. Tremendous changes have taken place in the fields of
administration, business, education, information, media etc.

Sam Pitroda became the Chairman of National Technology Mission. He was the first Chairman of India’s
Telecom Commission. He brought the telephone to some of the world’s most isolated regions. Pitroda
tenacity helped create the concept and technology behind the network of ‘STD/PCO’ phone booths. The
fibre optic mechanism worked out by Pitroda made high-speed connectivity possible in
telecommunications.

Pitroda believed that it is possible to realise Mahatma Gahdhi’s dream of self-sufficient village community
through IT applications by connecting every village in India with every other part of the country and the
world. According to Pitroda, the Internet will be a key tool in shaping many of these changes in the
country. Sam Pitroda is currently working on a ‘electronic wallet’, which would have all kinds of cards
- credit card, debit card, health card, insurance card, even the driving license. This would pave the way for
 

electronic payment systems, which would take over the existing systems of payments.

COMPREHENSION QUESTIONS WITH ANSWERS

1. Where and what kind of a family was Sam Pitroda born in ?

Sam Pitroda was born in Titlagarh, Orrissa on 4th May 1942 in a large family of seven brothers
and sisters.

2. What did Pitroda study in Baroda ?

Pitroda did Masters in Physics and Electronics from Baroda.

3. Where did he start his career in digital technology ?

Pitroda started his carrer on digital technology at GTE Inc., Chicago, USA

4. What did he do in 1974 ?

Sam Pitroda started a telephone exchange company called Wescom Switching in 1974.
5. When did Pitroda think of setting up cheap rural exchanges ?

Pitroda thought of setting up cheap rural exchanges when he first used a telephone and the
fascination of first call.

6. In what capacity did he approach the bank in Jeddah ?

In 1984 Sam Pitroda visited Saudi American Bank (Citi Bank) in Jeddah and introduced himself
as venture capitalist.

7. How did Rajiv Gandhi provide Pitroda the right opportunity ?

Prime Minister Mr. Rajiv Gandhi made Pitroda his Chief Scientific Advisor and requested him to
start a new public-sector venture called Centre for the Development of Telematics (C-Dot).

8. What were the Rural Automatic Exchanges equipped with ?

The Rural Automatic Exchanges (RAX) were equipped with SS7 Intelligent Networking Signalling
Systems-the systems which are used to find out if a number is busy or availale and to check up
the database of telephone numbers.

9. How according to Pitroda can IT impact the nation ?

According to Pitroda IT solutions can help to tackle problems in core areas of governance,
commerce, finance, education, health, agriculture, environment, legal issues and employment.

10. What was his idea of an electronic wallet ?

An electronic wallet, which would have all kinds of cards - credit card, debit card, health card,
 

insurance card, even the driving license. This would pave the way for electronic payment
systems, which would take over the existing systems of payments.