Chapter#1

Communication is a Latin word which means ‘to share’. Communication is the process of sharing or
transferring of thoughts, information, emotions, and ideas from one person to another. It is the process
of using words, sounds, signs, or actions to exchange information or express thoughts

Types: Verbal and Non-verbal

Communication Process:

Barriers:

Effective Communication . . .

 It is two ways.
 It involves active listening.
 It reflects the accountability of speaker and
 listener.
 It utilizes feedback. It is free of stress.
 It is clear.

7 C’s
The 7 Cs of Communication is a checklist that helps to improve the professional communication skills
and increases the chance that the message will be understood in exactly the same way as it was
intended.

 Clear

Convey your message in an easy-to-understand manner. Use short simple sentences while speaking or
writing.

 Concise

Concise means to be to the point without using a lot of words. Avoid using filler words like “you see”, “at
this point of time”, “a lot of sense”, “kind of”, “what I mean”, “sort of”.

 Correct

Make sure all your facts and figures are accurate with no grammatical errors. Always proofread your
work before presenting it.

 Concrete

It is being specific, definite, and vivid rather than vague and general. A concrete communication uses
specific facts and figures.

 Consideration

The speaker must consider the receiver’s knowledge, mindset, background, etc. before communicating.
According to the level of knowledge convey the message. Talking to a child is different than to an adult.
  Complete

A complete message gives the user all the information and is clear and detailed. When your message is
complete, your audience knows exactly what needs to be done.

 Courteous

Being courteous is the most important attribute of communication. Always be friendly and honest. Don’t
use harsh words. People receive courteous behavior more easily.

WAYS OF IMPROVING COMMUNICATION SKILLS

 Listen properly
 Know your audience
 Add humor
 Positive attitude and smile
 Show empathy
 Body language
 Brief but to the point
 Maintain eye contact
 TIME TO THINK
 Unnecessary fillers
 Speaking speed
 Take time to respond
 EMPATHISE
 Practice & prepare
 Engage your listeners
 Feedback
 Add interesting story
 Gestures and expressions
 Good use of English – avoid errors
 Improved vocabulary
 Avoid old phrases
Chapter #2

Negotiation
Negotiation is a technique of discussing issues and reaching to a conclusion benefiting all parties
involved in the discussion. Negotiation is one of the most effective ways to avoid conflicts and tensions.
When individuals do not agree with each other, they sit together, discuss issues on an open forum,
negotiate with each other and come to an alternative which satisfies all.

 Distributive Bargaining

Negotiation that seeks to divide up a fixed number of resources; a win-lose situation.

 Integrative Bargaining

Negotiation that seeks one or more settlements that can create a win-win solution.

Models of negotiations
1. Win-Win Model of Negotiation

In this model every individual involved in negotiation wins, and nobody is at loss. It requires
understanding the other party’s point of view and motivations. Note that this style requires more time
and may not work with competitive negotiators. This is the most accepted model of negotiation.

2. Win-Lose Model of Negotiation

In this model one-party wins and the other party loses. Avoiding

3. Lose-Lose Model of Negotiation

In this model the outcome of negotiation is zero. No party is benefited out of this model. The two
parties are not willing to accept each other’s views and are reluctant to compromise. No discussions
help.

4. RADPAC Model of Negotiation

RADP AC Model of Negotiation is a widely used model of negotiation in corporate world. Every alphabet
in this model signifies something: rapport, analysis, debate, propose, agreement, close, Together, they
form the negotiation process. The model is often used in relatively formal negotiations.

 Rapport:

It signifies the relation between parties involved in negotiation. Parties involved in negotiation ideally
should be comfortable with each other and share a good rapport with each other. Use several minutes
to get to know each other, to create positive impressions, to search for information and directions, and
to seek understanding.

 Analysis:

It is important that the individual understand each other’s needs and interest, building understanding,
Making and sharing assumptions, gathering facts, sharing opinions, expressing feelings
The shopkeeper must understand the customer’s needs and pocket, in the same way the customer
mustn’t ignore the shopkeeper’s profits as well. People must listen to each other attentively.

 Debate

This round includes discussing issues among the parties involved in negotiation. The pros and cons of an
idea are evaluated in this round. People debate with each other and everyone tries to convince the
other. You must not lose your temper in this round, remain patient calm and composed. Potential
solutions. Summary. Clarification.

 Propose:

Each individual proposes his best idea in this round. Each one tries his level best to come up with the
best possible idea and reach to a conclusion acceptable by all. Each person explains why a particular
idea appeals to them, how it will resolve a conflict of interest, and how it can be implemented.

 Agreement

In this phase, consensus is reached by a vote. In this voting round, each participant votes for the best
possible idea or alternative. The idea or solution with the most votes is then adopted.

 Close

In the final phase of the RADPAC model of negotiation, the negotiation is complete and the participants
return to their respective environments. Before they leave, the results are summarized and discussed,
and future steps are planned.

Challenges of negotiation
1. Not Ready to Understand the Other Party

This is the biggest challenge to negotiation. There are individuals who only think about their interests
and tend to ignore interests and needs of the other.

2. Going Unprepared for A Negotiation

Going unprepared for a negotiation is unacceptable. Don’t underestimate the second party. You should
do your homework carefully. Check out even the smallest details before going for a negotiation. Don’t
think that the other person is not as smart as you, remember he will try his level best to convince you.
You need to have valid answers for his questions.

3. Criticism, Sarcasm & Derogatory Remarks

They are the biggest threats to an effective negotiation. Never ever say anything which might hurt
others. Remember everyone is here to do business and make profits, so be logical and justified. Don’t
get too involved and over emotional. One should be a little diplomatic and intelligent for an effective
negotiation.
 4. Lack of time is also a major challenge to effective negotiation. One should never be in a hurry.
You need time to convince others. Never be in a rush to purchase things or close a deal. Analyze
things carefully and then only come to conclusions.

5. Being Too Rigid

Be a little flexible. Compromise to your best extent possible and don’t crib always. You should adopt a
positive attitude and try your level best to adjust with each other and find out a solution which will
satisfy all.

6. Lack of Confidence

Make an eye contact with the person sitting on the other side of the table. It’s important to be serious
but that does not mean you will not even greet the other person. Be straightforward and crisp in your
communication. Take care of your dressing and appearance as well.

7. Avoid last minute changes as it results in confusions and misunderstandings. The two parties
must be very clear on what they expect from each other, and must stick to it. Don’t change
statements every now and then. Once a conclusion is reached or a deal is cracked, it’s always
better to sign an agreement in presence of both the parties.

8. Lack of patience also leads to a bad negotiation. Every individual has the right to express his
views and one should not interfere in his speech. You might not agree to him but at least listen
to him first. Sit with the second party and make him realize how the deal would benefit you as
well as him. If possible, take a note pad and a pen with you to explain things in a better way.
Carry all the necessary documents which you might require at the time of negotiation.
Chapter#3

Sensation

Sensation is the process that allows our brains to take in information via our five senses, which can then
be experienced and interpreted by the brain. Sensation occurs thanks to our five sensory systems:
vision, hearing, taste, smell and touch. The passive process of bringing information from the outside
world into the body and to the brain.

Elements of sensation
• Quality: The nature of each sensation is different from other. Every type of sensation has got its
own special quality or characteristics. This quality of the sensation helps us to distinguish one
from other. For example, green sensation of eye, cold sensation of skin.
• Intensity: Sensation differs in respect of its intensity. If two sounds are created at once, one will
be the intenser than other. It is differing in same type of sense or among the different types of
sensations.
• Extensity: Extensity refers the extension in space. Each sensation has its extensity. The vaster
the stimulus, the more extensive the sensation. The extensity is not true for all the types of
sensation, but restricted to certain.
• Duration: Every sensation has its duration or lasts for certain time. The auditory sensation of
aero plane sound is more extensive than the sound of the calling bell.
• Clarity: Every sensation has got clarity. The sensation which lasts for longer period becomes
clearer than the sensation lasts for shorter period.

Perception

A process by which individuals organize and interpret their sensory impressions in order to give meaning
to their environment. The active process of selecting, organizing, and interpreting the information
brought to the brain by the senses

• People's behavior is based on their perception of what reality is, not on reality itself.
• Human mind assembles, organizes and categorizes information.

Sensation

The processes by which our sense organs receive information from the environment.

Transduction

The process by which physical energy is converted into sensory neural impulses.

Perception

The processes by which people select, organize, and interpret sensations.

PERCEPTUAL PROCESSES

Perceptual processes include:

Selection refers to choosing which of many stimuli that will be processed.

Organization involves collecting the information into some pattern.

Interpretation involves understanding the pattern.

"WE DON'T SEE THINGS AS THEY ARE, WE SEE THINGS AS WE ARE."

Kinds of Perception:
There are four kinds of perception. These are:

 Form Perception.
 Perception of Movement.
 Depth perception.
 Time Perception.

1. Form Perception:

Perception depends on sensory information's. On the base of these information, different forms and
patterns are perceived. According to wood worth, perceptual organization is based on two thinks:

• Figure
• Ground

The principle of figure-ground relationship.

A figure is always perceived in relationship to its background. We experience a figure against a

background or background against a figure based upon the characteristics of the perceiver. The given
pattern may be perceived either as a vase or as two faces.

2. Perception of Movement:

Movement or Motion is perceived by following the progressive change of an object's position in space
with time. It has two types

 Real Movement:
 Apparent Movement:

Real Movement:

The perception of the actual movement of objects in the world is termed as "real motion/movement
"perception".

Apparent Movement:

It is movement perceived in the absence of physical movement of an image across the retina. This can
be produced by a rapid succession of motionless stimuli that minimize the changes that occur in real
movement.

3. DEPTH PERCEPTION
The ability to view the world in three dimensions and to perceive distance is known as depth perception.

"This ability helps to perceive three-dimensional space and to accurately judge distance".

4. Time perception

Time perception refers to:

A person's subjective experience of the passage of time, or the perceived duration of events, which can
differ significantly between different individuals and/or in different circumstances.

Although objective experience of time appears be potentially malleable, exemplified by common

phrases like "time flies when you are having fun” and “a watched pot never boils".