Unit1 Notes

Fundamentals of Technical Communication:
Technical Communication: Features; Distinction between General and Technical Communication; Language as a
tool of Communication; Dimensions of Communication: Reading & comprehension; Technical writing:
sentences; Paragraph; Technical style: Definition, types & Methods; The flow of Communication: Downward;
upward, Lateral or Horizontal; Barriers to Communication.
1.0 Communication Skill & Language as a tool for Effective Communication
The English word ‘communicate’ is derived from the Latin word ‘ communicare ’ which
means ‘to share. It is in turn derived from the Latin word communis ’ which means
‘common’. “All the information which is organized, presented and communicated in a
specific format for a specific purpose and to specific audience is called Technical
Communication”. For e.g. business plan, business letter, agenda, advertisement, action
plans, audit report, brochure, catalogue, contract, data book, memo etc.
A formal education or deliberate efforts to develop the talent are implied when we use the
term "communication abilities." Is communication a science, an art, or a blend of the two?
An expressive method is communication. A baby is a brand-new arrival to the world. It is
unable to communicate for nearly a year before beginning to interact with the mother and
others. It must communicate its appetite, preferences, dislikes, pleasure, ease, discomfort,
mood, etc. Through facial expressions, lip movement, glistening eyes, and hand and foot
motions, it begins to converse on its own. In the absence of speech and linguistic
proficiency, it communicates by making usual sounds like weeping or grinning.
The kid starts learning how to communicate verbally after around a year. Even though it
cannot communicate itself adequately, we nevertheless find it interesting to hear. We
appreciate its attempt to communicate and express. Gestures lend it more credibility. The
child's mother is better able to comprehend it. Frequency matching and impedance
matching are the technical phrases used to describe this. The child is valued and praised by
us. Some kids start talking early, while others start talking later, depending on their
environment. The family language, particularly which of the mother, is the first language
that a kid learns. The mother tongue is what is referred to.
Regular schooling begins when a child is five or six years old. They enrol in some of the
regional language-taught schools. Today, it's common practise for well-off, educated
families to enrol their children in English-medium schools for a variety of reasons,
including prestige and competition. Even the teachers in some so-called English medium
schools who claim to be English medium schools are not fluent in or comfortable speaking
English.
The language of communication at home and the language used for education at school
may differ in certain families. These kids struggle in school and have a hard time adjusting.
They struggle with a sense of inferiority. Some kids are remarkably adaptable. They are
capable of handling both circumstances. Then comes adolescence. They interact with
various people at various times, locations, and places. They pick up a lot from their
surroundings and, through their behaviour, influence others.
Language and a wide vocabulary are only two aspects of communication. What you say
doesn't matter as much as how you say it. From person to person and from level to level,
communication differs. A youngster has no fear when speaking to its mother. It feels
morally correct. It is assumed that the mother will accept whatever it says, whatever it says
it, or what it asks, and will do it with love. Mother always speaks to her child in a kind and
caring manner. A father is shown in a slightly different light. He must take on a more
responsible position whether he wants to or not. Because of this custom, the youngster
occasionally hesitates to talk to the father.
Friend to friend, friend of opposite sex, student to teacher, teacher to student, disciple to
guru, disciple to guru, colleague to colleague, worker to supervisor, worker to manager,
staff at an office to superior, superior to staff, employees to employer, employer to
employees, managing director to staff, managing director to managing director, police to
public—there are a lot of differences in how people communicate.
The key concept is that different people will require different medications to treat different
illnesses. The level of the individuals engaged, the time of the communication, the
communication's goal, the goals shared by the two parties, the authority and authenticity of
the individuals and the circumstance should all vary from person to person. The
communication may take place between people at the same level or people at different
levels. One person may be speaking to another in the communication.
In the case of a teacher, a public speaker, a news reader, or an actor, the communication
may be one to n or all. It could be one-way communication in public speaking, radio or
television talks, or remote learning. When instruction in a classroom is interactive, it might
be bidirectional. Both the teacher and the actor in a play may see the audience members'
faces or reactions when they are being taught in a classroom. For radio and television talk
shows, the host is unable to observe the audience's reaction or facial expression. The
communication's effectiveness is likewise impacted.
Language employs the combination of words to communicate the ideas in a meaningful
ways. To communicate it is not essential to be the master of any language prelim knowledge
of the grammar will do. Eminent linguists Noam Chomsky & Ferdinand de Saussure opine
that language is Abstract, arbitrary & artificial, Creative, Recursive, repetitive & restricted.
Abstractness in the language makes generalisation & categorisation possible. E.g. T shirts,
trousers, shirts etc. all can be labelled as clothing.
Arbitrariness in language means that there is a cultural system of agreement in the
evolution of the language. e.g. every year new words are added to the English language &
find the place in the Oxford dictionary. Each word has been agreed upon to mean something
or a group of something.
Artificiality in the language attaching particular symbol / word to a thought / thing. It is
also called the referent. e.g. UNESCO was attached to United Nations Educational
Scientific & Cultural Organisation after the WW II.
Creativity of the language indicates the adaption to the rapidly changing social, cultural &
technological environment. Addition of new words is one way to define the creativity. e.g.
telephone, mobile, I pod, internet etc. were not there 200 years back.
Recursive means the presence of basic templates in the grammar of any language which
can be used for a variety of expressions or sentences. e.g. self-conscious, inferior, guilty,
confused, ashamed, isolated, lonely, pathetic all can be expressed as embarrassment.
Repetitive means redundancy. e.g. In any language many plurals can be used in a single
sentence without creating a clutter in some cases. While in other cases this repletion is
redundant or useless or wordiness. Restriction means some feelings are hard to be
expressed through the words.
2.0 The Process of Communication
It is essentially an expression process. We must communicate our thoughts, opinions,

shared experiences, requirements, feelings, and decisions to others in our day-to-day
encounters at work, at home, and in public settings. There may also be a variety of
exchanges. There may be one-to-one, one-to-all, or all-to-all interactions. It is essential to
transmit or disseminate the information in these conversations. Information can be
exchanged verbally, nonverbally, or both verbally and nonverbally, or it can be written
down. Written information can be typed, printed, Xeroxed, handwritten, or presented in
soft form. Print media includes handbills, leaflets, brochures, journals, magazines,
newspapers, etc. The Print form also includes printed pages and books. The proliferation
of information in today's world is due to mobile devices, computers, the internet, and
websites. In addition to verbal and visual SMS and MMS, mobile phones can offer other
forms of communication. Using a computer, these options include CDs (Compact Discs),
email, websites, text and photographs, VOIP, and other similar channels. A specific person
or purpose cannot use or relate to every piece of information that is available in today's
information explosion. Its majority is useless data. There are hundreds or thousands of
references available when we use search engines to look up any topic. Some organisations
distribute unwanted information for marketing or other purposes. For us, none of this
information is relevant. There are two types of communication processes: open loop and
closed loop. Closed loop is preferred for effectiveness. It all begins with a sender. The
message's source is the sender. Any traditional format is acceptable, including spoken
word, nonverbal communication, face-to-face conversations, phone calls, emails, text
messages, television, classroom discussions, public speeches, letters, and books. There are
therefore a speaker and an audience, a writer and a reader. A presenter and viewers are
present. Any communication must have a match between the sender and the receiver. Both
parties involved in oral communication should be conversant in the language being utilised.
Interpreters are available in various international gatherings and conferences.
Figure 1 The process of Communication (Source: www.uptunotes.com)

1. Sender: The person who feeds the needs to express certain ideas and thoughts is known
as sender or communicator. It initiates the message.
2. Message: Message is the fact idea, meaningful content or piece of information that
sender wants to convey and send to the receiver.
3. Encoding of Message: Encoding is the process by which the sender translates his
thoughts, ideas into a series of symbols (words, signs) or any medium that is shared between
the sender and receiver. It is for safety purpose.
4. Communication Channel: Communication channel is the medium through which the
message passes. It may be formal channel (ex-member, presentation, reports) or informal
medium (ex personal letters).
5. Receivers: The person who receives the message and provides feedback is called
Receivers.
6. Decoding: Decoding is the process of comprehending meaning and all the sense of the
message so that the receiver understands it.
7. Feedback: Feedback is the receiver’s response to the message sent by the sender.
Feedback confirms the receipt of message by the receiver.
A communication cycle is shown as under:
Figure 2 The cycle of Communication (Source: www.uptunotes.com)

A typical real time example can be taken as a professor delivering a classroom lecture on a
specific topic. The system design includes:
Sender is the professor. Message means the details of the specific topic he wants to deliver.
Encoding means transforming the ideas, thoughts into simple deliverable language/ format
which is readily understood. The communication channel can be oral or written or hybrid
with visual aids. Recievers are the students attending the lecture. Decoding is simply the
reverse of the encoding process. Feedback is the doubts / queries posed by the students. It
can be nods, puzzled faces, confused minds. Noise can be somebody playing loud music
during the lecture or microphone goes bad or server is down or power failure etc. The
purpose of the communication is to instruct and inform / update the students. It is an internal
communication as both the sender and recievers belong to the same organisation. It would
have been external communication if either the sender was an external expert or the
professor was invited to engage the lecture in some other organisation.
3.0 Technical Communication Vs General Communication
Communication can have many definition. You can get a plethora of them upon googling
or using any other search engine. Few of them are reproduced here for the reference.
“Communication is the process of passing information and understanding from one person
to another. It is the process of imparting ideas and making oneself understood by others
Thed Haiman
“Communication is the two way process of exchanging ideas and information.”

Murphy et al
“Communication is the process of passing information and understanding from one person
to another.”
Keith Davis
“Communication is any behavior that results in an exchange of meaning.” AMA
“Communication may be broadly defined as the process of the meaningful interactions

among human beings. More specifically, it is the process by which meanings are perceived
and understandings are reached among human beings.”
D E McFarland
“Communication is the process by which the information is passed between individuals
and/or organizations by means of previously agreed symbols.”
Peter Little
“Communication is the ability of the various functional groups within the enterprise
understand each other and each other’s functions and concerns ”
Peter Drucker
“Effective communication is one of the most important functions of management”.
Molloy
So we define the process of communications as transmitting the information, emotions,
ideas, skills, knowledge by the way of symbols, words, pictures, figures, graphs,
illustrations etc.
Technical communication is written and oral communication for and about business and
industry. Technical communication focuses on products and services how to manufacture
them,market them, manage them, deliver them, and use them.
a. As a computer information systems (CIS) employee, you work at a 1 800 hotline

helpdesk. A call comes from a concerned customer. Your job is to answer that
client’s questions and follow up with a one page e mail documenting the problem
and your responses.
b. You are a technical communicator, working in engineering, biomedical equipment
manufacturing, the automotive industry, computer software development, or a
variety of other job areas. Your job is to write user manuals to explain the steps for
building a piece of equipment, performing preventative maintenance, or for
shipping and handling procedures.
c. As a trust officer in a bank, one of your jobs is to make proposals to potential clients.
To do so, you must write a 20 to 30 page proposal about your bank’s services.
d. You are a customer. You ordered an automotive part from a national manufacturer.
Unfortunately, the part was shipped to you five days later than promised, it arrived
broken, and you were charged more than the agreed upon price. You need to write
a letter of complaint.
e. As the manager of a medical records reporting department, one of your major
responsibilities is ensuring that your staff’s training is up to date. After all, insurance
rules and regulations keep changing. To document your department’s compliance,
you must write a monthly progress report to upper level management.
f. As an entrepreneur, you are opening your own computer maintenance service (or
services for HVAC repair, deck rebuilding, home construction, lawn care, or
automotive maintenance). To market your company, you will need to write fliers,
brochures, or sales letters.
g. You have just graduated from college (or, you have just been laid off). It’s time to
get a job. You need to write a resume and a letter of application to show corporations
what assets you will bring to their company.
h. You are a webmaster. Your job is creating a corporate Web site, complete with
online help screens. The Web site gives clients information about your locations,
pricing, products and services, mission statement, and job openings. The dropdown
help screens provide easy to access answers for both customer and employee
questions.
The examples above are enough to depict the wide application of technical
communication. The examples have been sourced from: wps.prenhall. wps
/media/objects/5547/5681092/pdfs.
The figure below shows the salient features of technical communication.
Figure 3 Salient Features of technical communication
(Source: www.uptunotes.com)
Plain language and Relevant Content:

Purpose of technical communication is to inform, instruct or persuade a reader. Language
need to be plain, straight forward with an easy understandable terminology. A good
technical document doesn’t encourage unusual or unreasonable content and loquacious
phrases. Unnecessary words or content has to be avoided.
Specific Style:
Technical documents have a set style based on specific format that straight away reach
purpose of writing. Paragraphs are short, focusing on only one idea and clearly demarcated
with headings and sub headings, tables and examples. Intention of technical
communication or writing is to inform rather than to entertain its style. Personal pronoun
should not be used. For instance: “I/We took measurements.” Rather than using this
statement we should write “Measurements were taken”.
Specific Format:
Technical document enables the reader to assimilate information at a glance. Technical
document could be in the format of various letters, report, technical, manual,
memorandums, emails, fax or any presentation. For instance: Various journals and
government documents require specified:
 Font type , face & size
 Line and paragraph spacing

 Margins
 Number of words
 Figures and graphics
 Division of section, etc.
Analysing Audience:
In technical communication, the analysis of audience is a must. The communicator must
keep in notice whether the audience is Technical (Engineers, Scientist, Doctors, etc.) or
Semi Technical (Staff of admin, clerk, secretary, etc.) or Non Technical (General public
with a combination of technical, semi technical, non technical, customers, clients, patients,
etc.).The document must be designed such a way so as to meet the needs of its specific
readers in terms of subject matter, vocabulary, level details and writing style.
Perceptible Aids or Visuals Aids:

Perceptible aids enhance the effectiveness of technical presentation. It said that a picture is
worth a thousand words. People learn and retain information better that is presented to them
visually than that which is provided verbally.
Figure 4 Information retention (Source: www.uptunotes.com)

Apart from these features there are some more worth mentioning. Technical
communication (Of course general communication too) is a goal oriented continuous two
way circular pervasive activity aiming informing, persuading, instructing, updating the
audiences. General communication slightly differs here with extra target of entertaining the
audience.
Why is general communication different from technical communication? In technical
communication, precise information must be communicated to the intended readers,
audience, or viewers in written, oral, or visual form. Technical communication should
result in a choice or a course of action for a machine, process, person, or method. It ought
to convey some specific, factual information. It should be explicit, just like a prescription
for medication. An engineering student, an engineering college professor, a researcher, a
guide, a writer, an editor of a technical bulletin, a journal, or a book, a website designer,
and a training officer all need to be proficient in technical communication. It demands
tangible results. The students will be given knowledge assignments, a detailed syllabus will
be covered, lecture notes may be made, a technical paper, report, or project proposal may
be generated. A printed document, a bulletin, a journal, an e-book, an e-journal, a training
manual, a lab handbook, or an equipment operating manual could all be examples of the
output.
We have a lot of freedom when it comes to daily communication. It is possible to provide
a variety of generic examples or narratives as a means of communication. In informal
communication, we can get away with using a lavish vocabulary, but in technical
communication, this latitude is not available. There may be more amusing and colourful
general communication. There is no uncertainty in the technical information, which is in
black and white.
Table below gives the main contrasts between the two.
Point of Technical Writing General Writing

Difference
Function Inform, instruct, persuade, Inform, update, entertain, inspire,
update educate, generate awareness
Content Preplanned Spontaneous
Diction Simple & effective Complex & long sentences full of
clarity
Format Strict & well defined Not predefined
Language Simple, to the point, straight Elegant, creative, poetic, ornamental,
forward, rational, objective & generic, literary, rhythmic, full of
scientific innovation.
Associated to Profession, work place. Community, Society.

Skills Practice, rehearsal, can be God gift, in born, cannot be taught.
acquired taught.
Documents Professional & scientific Poem, story, novels, operas,
reports like research paper, newspaper, magazine etc.
research proposal, thesis,
notices, memos etc.
Table 1 Contrast in Technical & General Communication (Source:

www.uptunotes.com)
4.0 Types of Communication
Assertive communication: This style of communication shows openness on the

communicator's behalf. It might be powerful. The speaker makes an effort to make clear
his thoughts and feelings. He expresses whatever is on his mind. According to the intended
audience, this is the preferred method of communication and it has the potential to be very
successful. Some people act, think, and speak differently when speaking in public. These
individuals might not be trustworthy. People who communicate assertively are honest;
there are no covert political agendas. They don't tamper with other people's emotions. They
don't take part in manipulating. Positive, assertive communication promotes the growth of
shared confidence. The communicator's goals are well stated.
Aggressive Communication: When used effectively, aggressive communication only
works one way. The worried individual believes that he is correct and that everyone else is
mistaken. He is unwilling to consider the opposing viewpoint. He is unable to understand
the arguments made by the opposing side. There is typically a generational divide between
parents and children. Their ideologies will differ as a result of their varied backgrounds and
experiences. Parents may use harsh communication to attempt and impose their beliefs on
the kids. In the worst case scenario, their rhetoric is ominous. Such considerations are
crucial while choosing a career or a spouse. It can occasionally damage relationships. The
boss is always right mentality is prevalent in workplaces as well. To impose his viewpoint
and course of action on the staff, he will communicate aggressively. Others hardly ever
participate in departmental meetings. The boss imposes his will. In interpersonal
relationships as well, when one side is in control, it seeks to silence the opposing side by
combative dialogue. In the short term, it may give the satisfaction of establishing
dominance or power, but in the long run, the employees feel contempt for the boss.
Aggressive language is disrespectful to the other person in personal interactions as well.
The relationship has lost its sweetness. There is no harmony or interest in the relationship;
it is basically pushed along. Neither the organisation nor society will benefit from it. Some
people communicate aggressively during sporting events and other competitions. They may
not be right, but they nonetheless try to influence the outcome in their favour by making a
forceful appeal.
Passive Communication: A person with a compromise character will want to avoid
disagreement, according to passive communication. Although he is aware that the other
side is incorrect, he is not challenging. This is viewed as a positive quality by some, while
it is viewed as a capitulating attitude by others. This method is contrasted to a teacher who
uses neither punishment nor instruction. He is unresponsive to the opposing side's
approach. It could occasionally be an issue with obedience. Always willing to accept the
other viewpoint or seniors. You are mute. Such a guy speaks very little, and he usually
prefers to listen to and follow the boss's instructions. He is known as "his master's voice."
Such a tendency is viewed as a sign of weakness. The adversary gets more powerful.
Passive Aggressive Communication: Some people are intelligent or calculating, which is
passive-aggressive communication. He is a passive communicator when things aren't going
his way. He agrees to the instructions of the boss, a superior, or anyone else. People
perceive him as a submissive, flexible, and perpetually agreeable individual. However, he
is giving up on a specific precondition. He is watching for the chance. When he receives a
promotion and the help of others, the boss finds himself in a bind because of his restrictions.
This kind of individual will irrationally turn hostile. He bravely expresses what he wants in
a public setting, which puts the other participants in unpleasant situations. He makes use of
the circumstance.
5.0 Levels of Communication
As humans, we can communicate on a variety of levels. It may involve extrapersonal,

intrapersonal, interpersonal, organisational, professional, mass, and self-communication as
well as interaction with the mind and Divine.
Extra personal Communication

We are generally interested in human communication on many levels and in various
formats. However, there are some circumstances where other order communication is
required. These units might not be knowing each other’s language, but with enough
instruction, practise, or time spent together, it can be made possible.. They can also react
to our thoughts of hate, rage, etc. by understanding and sharing our feelings of joy, grief,
etc. Particularly animal order can get to know the verbal & nonverbal expressions. Same
can be the case with plants & trees as they are often found communicating. Non living units
are not exception.
Intrapersonal Communication:
Our body has a brain, which serves as the supreme controller and supercomputer system.
The neural system of the body is evenly dispersed throughout. Our activities are managed
by the brain throughout the entire day and lifetime. Programming is done in advance for
some activities. We do not need to think in order for our hearts to beat, for our bodies to
breathe, or for our bodies to digest food. Some tasks are completed on an autonomous basis.
Naturally, some of these behaviours can also be consciously managed. We won't get into
the specifics of that, though. Each of our five senses has associated sensors. The five sensors
and nerves that are dispersed throughout the body use bio receptors and transmitters to
communicate with the brain about changes in the environment. The body's natural ability
to regulate itself enables it to maintain its physical parameters and reach a comfortable
level. Different individuals from various backgrounds have varying degrees of tolerance.
While some of them can wait for the innate regulation, others cannot. They return to
external supporting structures and appliances right away to get the desired level of comfort.
It could involve the use of a fan, air conditioner, heater, umbrella, audio system, or anything
else. The nervous system alerts the brain when a sensor detects an external disturbance, and
the brain can then decide whether to take internal or external corrective action. It primarily
entails the internal and external transmission of signals, which is internal communication
inside the body and with the brain. In order to communicate or interface with the outside
world, some form of external communication is required, but a person's body is also
engaged in internal communication at the same time. Intrapersonal dialogue is taking place.
Communication with soul:

The outward communication is carried out by our body, which also communicates with the
soul. Intrapersonal communication, which is also physical communication but is neither
visible nor audible, is carried out for the body's physiological well-being and to carry out
the physiological activities. There is one slightly higher level internal communication.
Instead than picturing oneself as Mr. X interacting with Mr. Y, a person is thought of as a
soul. The soul is thought to be God's gift since it is serene and pure. It beyond what the
physical body can feel. The brief wild disturbances are removed via filtering. Excitation,
rage, and other fleeting emotions are restrained. New levels of maturity and balanced
behaviour are the outcome. It leads to a calm mental state. It gives peace of mind in the
current age of difficulties, rivalries, uncertainties, and tensions. Decisions and actions taken
in these circumstances are more mature and may help to strengthen interpersonal
relationships. It has been found that spirituality and meditation help the body recover from
the pressures and strains of today's fast-paced, harsh existence. Blood pressure and heart
rate return to normal levels. increases, and the individual experiences improved health and
tranquilly. Communication with God or the super soul occurs during prayer.
Interpersonal communication: People are social creatures. He needs to be in close contact
with numerous individuals in his daily life. This type of communication typically occurs
one-on-one or in a small group between two individuals. It determines our level of
interpersonal competence and our likelihood of success in life. Communication quality is a
reflection of interpersonal relationships. Ineffective communication can lead to enemies
while effective communication can lead to allies. Like a family, interpersonal
communication typically involves a small group of people. They are actually situated in a
small, stationary building. The parties are in close contact while communicating. They may
use all of their senses for communication because of their close physical contact. They can
interact face-to-face, meet and greet, shake hands, smile at each other, communicate
effortlessly, and hear each other's voices. They can also check the results of their
communication. The likelihood of miscommunication can be reduced in interpersonal
communication because of the small group size and closeness among the participants.
Either party may ask for personal clarification if they are unsure. Bidirectional or mutual
and interactive communication is this type. The speaker is able to feel the receiver's
response very effectively because of the sender's extensive use of gestures and facial
expressions, which enhances the effectiveness of the communication. The other side has
responded directly.
Corporate / Organisational Communication:There is some organisational structure in
every organisation. For instance, in a university, the hierarchy might begin with the
chancellor, move on to the vice chancellor, the registrar, several institutes led by directors,
and then faculty, staff, students, department heads, and division heads within the
institutions. A director general, a board of directors, managing directors, chief operational
officers, engineers, supervisors, and employees may be present in an industry. Controlling
officers do not operate any organisation alone. All of the organization's members are
involved in running it. The effectiveness of an organisation depends on effective
communication at various organisational levels, depending on the purpose, time, and level.
There could be personal, professional, and internal operational communication.
Internal communication: is required for an organization's operation or functioning. A
set of rules and regulations govern how the organisations are run. These are
occasionally announced by the organization's leader. At the time of recruitment, various
requirements are expressed for the newly hired individuals. There are academic rules
in a university. The vice chancellor and the registrar occasionally publish them. This
initial exchange may take the shape of a written document. However, the university has
a number of bodies, including the faculty, academic council, senate, and consortium, to
come to the written text. At these levels, extensive conversations take place. The vice
chancellor/registrar, head of the institute, head of the department, section head, etc.
provide written circulars, give verbal instructions, and occasionally request specific
information for ordinary, day-to-day work. These details might be gathered verbally or
in writing. Today, intranet is utilised for both one-way and two-way internal
communication. There may be weekly meetings at the institutions to assess the work
and plan new tasks. A special, urgent meeting of everyone involved may be called in
the event of an urgent matter, or just the individuals or group that are involved may be
called. Meetings of directors, operational officers, engineers, and supervisors are also
common in industrial organisations.
External Operational Communication: In order for an organisation to function, it
must also communicate with external entities, parties, or stakeholders. University
interaction with other universities, the university award commission, and the
government necessitates communication. Communication with the All India Council

for Technical Education is necessary for a technological university (AICTE). The
director of an educational institution must communicate with potential faculty, potential
students, external board members, the faculty and academic council, equipment
suppliers, guardians, project financing organisations, R&D organisations, and the
businesses that hire the students. This external communication could take the shape of
printed correspondence or emails. There might occasionally be phone conversations.
Personal Communication: We are all creatures of the human race. Working together
within the organisation might lead to the emergence of intimate friendships. For
organisations to be healthy, it is essential. It is bad if people spend the entire day sitting
next to each other, like two adjacent machines, and then get up in the evening. However,
workplace coworkers typically form personal bonds with one another. They function as a
family at work. They communicate their feelings, joys, sorrows, and family issues in
addition to saying hello. There may be personal discussions in addition to the exchange of
formal information. It is crucial for the creation of a good organisation. Personal touches
from senior officers and coworkers aid in team development and the growth of shared trust.
Mass Communication: This form of communication typically involves one to n people,
with n typically being a huge number. It could be delivered verbally, in writing or print, or
even as a combination of the three. A local or distant mass communication may be used. A
leader's inauguration address or an invited speech by a renowned speaker could be
examples. It could also be a general body meeting of stockholders, an election meeting, a
general public assembly of a leader or a religious leader. Common courses of 200 to 300
students are now set up at various educational institutions. The local address could be
limited to a building or a gathering place. Halls and gathering places are not the only places
where mass communication occurs. Many more mediums are now used in mass media
communication. News publications, regularly published news bulletins on paper, handbills,
journals, books, audio and video cassettes, TV channels and shows, movies, SMS and
MMS through mobile phones, the internet, email, and websites are the first to spread
information. E-journals, e-books, and e-libraries are growing in popularity instead of print
media. Early conversations were primarily face-to-face. Bidirectional personal touch is lost
in mass communication. Without a communication medium acting as the information
transmitter mechanism, it is not possible.
Three characteristics define mass communication. lack of a personal touch, the dispersion,
and the requirement for a gateway and gatekeeper Because of modern communication
technologies, distances between places are no longer an issue. It can reach every region of
the globe and every person who is connected to the internet. The main drawback of mass
communication is that it typically involves one-way communication, meaning that the
performer or speaker is unable to see the audience. In this mode, there is no audience or
spectator response online. There is no scope for on line feedback and improvement.
Teleconferences and distance learning programmes make some effort in this direction but,
they are not as effective as local meetings or class room teaching. The gatekeeper and
gateway are at blame for the second issue. An organisation owns a newspaper, and that
organisation also employs the editor. The editor's and the company's policies may slant the
news. The majority of the groups that own TV networks may be profit-driven. Unwanted
communications and ads are present on both the Internet and mobile devices. When there
is time between commercial breaks, TV shows attempt to be entertaining. The audience or
viewer does, in theory, have a choice, but doing so would take a lot of time. He is dependent
on other people.
6.0 Patterns of Communication:
The communication patterns are categorized primarily on three basis expression mode,
flow direction & channel network. Figure below gives the details.
Figure 5 Patterns of Communication (Source: www.uptunotes.com)

On the basis of channel network
Informal Communication (Grapevine): Communication between individuals and groups

which are not officially recognized are known as informal communication. It consists of
ideas and information resulting from social interaction among the members of an
organization.
Types of Grapevine Chain:
a. Single Strand Chain: Communicating with another individual through the
interviewing.
b. Gossip Network The individual communicates with every one without any
particular selection.
c. Probability Chain: The individuals communicate randomly with others according
to the law of probability.
d. Cluster Chain: Here the individual communicates with only those individuals whom
he trusts.
On the basis of flow direction
Figure below gives you the clear idea of this pattern.
Figure 7 Pattern on the basis of flow direction
On the basis of expression mode

Oral Communication: It involves the exchange of messages with the help of spoken
words. Oral communication may take place by two means:
a. By face to face contacts:
E.g. oral orders, personal interviews, lectures, group discussions, social
gatherings, etc.
b. Through devices:
E.g. signals, telephones, intercom systems, mobile phones, fax, emails, etc.
Written Communication: written communication is transmitted by written words in
the form of letters, memos, circulars, bulletins, reports, instruction cards, manuals,
magazines, handbooks, etc.
Gestural Communication: Communication through gestures or postures is often used

as a means to supplement verbal communication.
7.0 Role & Significance of technical communication
a. Enhances interaction in a giant organization

b. Helps in operating global business organization
c. Many companies operate in the international level.
d. This requires dealing with people of different language and culture.

e. Timely information.
f. To keep pace with a changing environment.
g. Better decision making.
h. Better human relations.
i. Achieving organizational goals.
j. Better public relations.
k. Generations of better ideas.
l. Helpful as a motivational force.
8.0 Verbal / Oral Communication Vs Written Communication
The table below summarizes the contrasts.
Verbal / Oral Communication Written Communication

Spoken words. Written words.
Take less time. Time taking.
May not be precise & complete. Precise & complete.
Informal Formal
Casual. To be taken sincerely.
Not verifiable. Verifiable.
Table 2 Verbal / Oral Communication Vs. Written Communication
9.0 Technical communication Vs. General Communication
Technical Communication General Communication

Related to professional arena. Related to social arena.
Specific audience & purpose. Community & society.
Proper format. No strict format.
Simple, to the point, straight forward, Elegant, creative, poetic, ornamental,
rational, objective & scientific generic, literary, rhythmic, full of
innovation.
Profession, work place. Community, Society.
Practice, rehearsal, can be taught. God gift, in born, cannot be taught.
Professional & scientific reports like Poem, story, novels, operas, newspaper,
research paper, research proposal, thesis, magazine etc.
notices, memos etc.
Table 3 Technical Communication Vs. General Communication

10.0 Non Verbal Communication
Other forms of communication are employed in nonverbal communication to express

sentiments, deliver messages, or provide information. It has to do with how body language
and gestures are used when communicating.
Artifacts: It focuses on a person's outward appearance, including their clothing,
accessories, cosmetics, and other personal items. People attempt to distinguish themselves
from others by doing specific activities. It aids them in grabbing people's attention and
gaining notoriety. Models, performers, and TV personalities all have similar looks and
fashion senses. Some of them wear a traditional outfit, have a typical beard or moustache,
or have a typical hairstyle. Gandhiji's distinctive features included a bald head, glasses, a
dhoti, and a stick. Yogi is identified by his short height, bald head & saffron color dress.
Haptics: This additional mode uses a variety of touch-based inputs. A youngster feels
secure and loved without limits when their mother holds them. A handshake is customary
when two people first meet. Different people will experience different emotions depending
on the contact, pressure, and temperature between the two hands. When meeting a lot of
individuals at a party, a casual handshake is all that is required as a matter of protocol. Just
saying hello and introducing ourselves. More pressure is applied to the hands during a
friendly handshake, and it lasts for some time. It is a guarantee of shared affections for one
another. Similar to how an embrace with hands on backs expresses love and devotion. We
pat the other man's back to congratulate him when we are happy for him. The person also
feels encouraged for the future in addition to receiving compliments and gratitude. An aged
person might feel cared for when they place their hand on another person's back, shoulder,
or head. In his miserable state, he finds some solace. We are very inspired when a religious
leader, guru, parent, or other figure bestows their blessings by placing their hand on our
head. Different people also utilise kisses on their lips, chins, or foreheads to convey their
personality and intensity of love.
Chronemics: This study looks at how much time is spent, how long it lasts, and how it is
used. Some individuals arrive late to a meeting or activity in an effort to demonstrate their
significance. Being punctual while reporting to work shows your seriousness, whereas
being erratic shows carelessness. It's important to be on time when an appointment is set.
Your honesty and regard for the other person are demonstrated by this. You may leave
before the appointed time if you are wary of the other person or if you have some sort of
commercial interest. If you arrive late, the other person may depart to show that he is
dissatisfied, is not interested in a strange person like you, or that you are unqualified to
spend his time. One who talks concisely during a speech or communication only takes as
much time as is necessary. A poor speaker who makes unexpected, unrelated remarks will
ruin everyone's time. A speaker who is inept is ill-prepared and unable to speak for the
allotted time. Time management so reflects a person's personality. When to talk is just as
significant as what to say. The moment you speak or share a certain piece of information
matters much. Some people have excessive attention to detail when it comes to drawing,
typing, printing, and presenting. They risk missing the deadline throughout this procedure.
It is irrelevant if the news article from today is published tomorrow.
Proxemics: It has to do with the working area, which may or may not be delineated
physically. In the majority of workplaces, an officer's standing corresponds with an increase
in office space and furnishings. The size of the office, cubical, or other fictitious barrier
determines the working area for each employee. You can enter a junior's or a colleague's
area, but you cannot enter a senior's or boss's territory without a special reason and
authorization. Similar to this, the meeting's chairman sits in the centre chair while the other
participants typically take their places according to seniority. Therefore, there are some
unwritten customs that are communicated by the environment and the placement of the
seat, and this is the protocol. For practising physicians, attorneys, chartered accountants,
and other professionals or consultants, it may not be true, but the quality of the professional
is determined by the size of the office, the chair, the furnishings, and the vehicle he drives.
It is the space language which deals with the way people use physical space to
communicate. Edward T Hall has described human relationships in terms of four kinds of
distances.
a. Intimate: Physical contact to 18 inches
b. Personal: 18 inches to 4 feet
c. Social: 4 feet to 12 feet
d. Public: 12 feet to the range of eye sight and hearing.
Kinesics: Kinesics means the study of the body language i.e. the study of the role of body
movements such as winking struggling etc. in communication. E.g. nodding head up and down
conveys agreement, while shaking head from side to side shows disagreement. Elements of
kinesics include Personal / physical appearance, facial expressions, posture or body positions,
eye contacts, body language, gestures.
Physical appearance: In our minds, a police officer or military guy is someone who is
tall, robust, wearing a uniform, standing and walking forcefully, and speaking loudly.
Overall, it gives off an air of authority. They will not see the faces of the criminals and
cheats. A individual wearing jeans and a strapped T-shirt does not fit the stereotype of
a teacher. A painter, poet, or other creative person could be dressed in a kurta and
pyjamas, sporting long hair, a full beard, or an unshaven face. Political leaders dress
according to party tradition. Press reporters are observed with a camera, a journal, and
a pen, or with some sort of recording device in the case of a media person. An attorney
is identified by white pant and black coat.
Posture: Everyone has a unique way of standing, sitting, and walking. It is a

characteristic of who they are. The posture may alter depending on several
physiological and psychological circumstances. Additionally, social, economic,
educational, and cultural background have a role. When an officer calls for a poor,
illiterate, socially isolated, innocent peasant, the villager presents himself in a pitiful
manner. His features and stance convey his heritage. He'll adopt a statue-like stance,
his hands folded, and his face bent. He resembles a balloon that has had the air let out.
His physical make-up and posture assist a lecturer in a college in making an impression
on the students. He causes disruption in the classroom if he spends more time looking
at the blackboard and less time at the kids. Some professors adopt a stance that makes
it clear to the kids that he lacks confidence. When students ask questions, some teachers
place their hands on their heads or move their fingers there, showing that they did not
foresee the question or that they are looking for the solution themselves. Everything
you do at an interview, including how you enter, greet, and sit, is crucial. Negative
behaviours include rushing into or out of the interview room, failing to welcome, sitting
down without asking permission, spreading one or both legs apart, resting one leg on
the other, and swinging the chair in a horizontal plane.
a. Aggressive fast walk may be interpreted as anger.

b. Walking lethargic / loosely / dragging feet indicates sickness / tiredness /

weakness /
unwillingness.
c. Walking with straight & firm steps, holding head straight with straight spine
means
confidence.
d. Walking with dropped shoulders means lack of interest / confidence.
e. Standing cross armed or with the support (chair) means defensive.
f. Standing with the hands on the hip means aggressiveness.
g. Sitting with shaking legs / rubbing hands (standing too) / pressing fingers shows
the state of confusion / nervousness / anxiety.
Gesture: It can supplement or take the place of spoken communication. Gestures may
be used to convey a variety of emotions or ideas. In several cultures across the world,
gestures have diverse customs and connotations. For both parties, a shared
interpretation of gestures is therefore important. When we were in elementary school,
we used various hand gestures to ask the teacher's permission to go on a short or lengthy
nature walk or to have a sip of water. We raise (often our right hand) to silence someone
during an oral examination or in general. We make an usual hand motion to let the
student or interview applicant to seat. To greet, individuals in Japan bow, Indians fold
hands, westerners shake hand, rub cheeks or kiss each other. Army man salutes,
politician wave hand, sportsman celebrate victory by making ‘V’. To accept or motivate
we show thumbs up, to reject we show thumbs down,. Pounding a desk is a symbol of
protest, gently slapping a desk may be a symbol of hail. Monkey shows teeth when
annoyed.
Eye contact: Making eye contact with one another demonstrates faith. One is believed
to be unable to lie when making eye contact with another individual. When someone
lies, they are trying to save face because they lack the confidence to look the other
person in the eyes. Eye contact with an unidentified individual of the opposing sex
might indicate physical desire. The mother's eye contact with the child is comforting.
Students' eye contact during instruction is a sign of how much attention they are paying.
Making eye contact while studying aids comprehension and memorization. Eye contact
with an unidentified individual of the other gender is forbidden in various religions. In

some situations, avoiding eye contact with the religious leader or an elder is regarded
as a gesture of respect. Here, making eye contact is viewed as disrespectful. According
to rumours, a blank look indicates a lack of comprehension. Eye contact can
occasionally aid in the fostering of relationships. It is assumed that the other person is
trying to ignore you if he is not making eye contact with you.
Eye contact can be used as a threat in specific situations. Some animals may perceive
eye contact as a danger and attack you if you make it. Personal eye contact can
occasionally be deceptive if done on purpose. Too much blinking of eyes depict
nervousness or lying nature.
a. Sparkle , wide eyes & smile means happiness.

b. Wrinkled forehead with pulled eyebrows signifies anger.
c. Gazing at something for a long time shows interest.
d. Short period eye contact means timidness, nervousness shyness etc.
e. Avoiding gaze during the conversation means no interest in the matter.
f. Dilated pupils & raised eyebrows means surprise / amazement.
Body language: Crossed arms across the chest are a sign of reserve or disinterest in the
other person, according to body language. The same posture might also suggest that
someone is engaged in serious thought. This posture conveys discord during important
conversation. Since there is no one-on-one interaction during group communication,
body language serves as the response mechanism.
Facial Expression: The human face is controlled by a number of muscles. The human
face transmits a lot of information throughout a discussion. It expresses how we feel on
the inside. Usually, we cannot prevent it, whether we want it or not. Expressions and
emotions go hand in hand. The facial expression can convey happiness, grief,
astonishment, rage, agreement, disagreement, fear, disgust, want, greed, concentration,
disdain, enthusiasm, bewilderment, surprise, zeal, smartness, impatience, and keenness.
The individual is regarded to have transparency in his personality. Some individuals
cheat. They think and communicate differently. Some supervisors base their decisions
on a person's vocal communication. There are a lot of yes guys who always agree with
the boss when he is around. However, as soon as the boss leaves, they begin to criticise
and disobey. Some incompetent employers are unable to comprehend such individuals.
They believe them to be the most obedient, trustworthy, and loyal people, yet this may
not be the case. The exterior expression of these people, which is very different from
the interior feelings, may lead the boss astray. It's important to keep our emotions under
control in some circumstances. Depending on the situation, we purposefully separate
our words from our emotions there.
Para Language (Like Language): Paralanguage is the study that how the speaker verbalizes.
It shows as how the words are spoken or uttered, voice and word stress. Vocal tones indicate
meaning to others such as that we are sad, happy, excited, and nervous and so on.
Chromatics is the language of colors. Traffic signals are the best examples. Olfactory is the
language of aroma.
11.0 Communication Channels

Technical communication takes many different forms. Not only will you communicate both
orally and in writing, but also you will rely on various types of correspondence and technology,
dependent upon the audience, purpose, and situation. To communicate successfully in the
workplace, you must adapt to many different channels of communication. Table below shows
the examples of the channels.
Written Channels Verbal / Oral Channels

E Mail Meeting
Memo Interview
Report Sales / Marketing call
Proposal Training Session
Flier Customer / Technical Support
Brochure Presentation / Conference
FAX Workshop / Seminar / Webinar /
Inter / Intra Website Appraiosal / Performance review
Table 4 Communication Channels
(Source: wps.prenhall.com/wps/media/objects/5547/5681092/pdfs)
12.0 Designing a Communication System

While designing a communication system for a certain situation given we need to specify few
thing as listed under.
a.Sender of the message.
b.How the message was encoded?
c.Communication channel.
d.Decoding process.
e.Receiver of the message.
f.Possible feedback.
g.Noise / disturbance created in the process.
h.Purpose / motive of the communication. (instruct, inform, persuade, entertain, inspire
,educate etc)
i. Type of the communication ( internal, external, mixed)
13.0 Barriers to effective communication
‘Any obstacle or problem in the process of Communication which hinders/obstructs the process
of Communication is called Barrier.’ There are many ways of categorizing the barriers.
a. Barriers are intrapersonal (related to one self), interpersonal (related to other entity),
organizational(related to the work place).
Intrapersonal Barrier / Psychological:
Assumptions: Whether we are speaking to someone in the office, a family, a
group of friends, a social gathering, or a small group of students, we believe that
everyone will respond to us on the same level. We assume that they will have
similar viewpoints to our own. But this is untrue. The subject being taught by
the teacher is perceived as being straightforward. It's possible that the pupil is
only now learning about the subject. He needs a lot of background information
or cross references, which is occasionally lacking. While seated like a student,
the instructor should be thinking. When we converse with a stranger or someone
we do not know, we are unaware of his or her educational, social, economic,
and psychological background. Therefore, we make certain generalisations
about the addressee. The communication could not be well received by the other
side if the assumptions are incorrect.
Perceptions: When viewed from several perspectives, the same item might
seem differently. Any object should be observed from all angles and thoroughly
examined from all angles in order to be understood clearly. Communication can

lead to prejudice. There are some presumptions that some individual will always
be right and on the other side, there is a bias that the other person will always
be incorrect, whether it is a family, friend circle, office, or organisation. Power,
position, age, and personal relationships are occasionally used as bases for
assumptions. The opposite point of view is not acknowledged or valued when
there is prejudice. In general, the boss or senior officer is always seen as correct
from the management side. The youngster is always viewed as immature by the
father.
Background: The comprehension of two people cannot be precisely the same,
just as two human faces are not interchangeable. Our ability to hear,
comprehend, analyse, and interpret is the foundation of our communication.
Age, sex education, social and economic background, prior experience, training,
occupation, interest, geography, and time all have an impact on these processes.
The communication should alter as the audience's backdrop does. We assert that
electrical current flows from higher potentials to lower potentials and that water
flows from higher levels to lower levels. So, the instructor has to have greater
knowledge. More details ought to be available to the communicator. But when
we speak, we should be reasonable. To achieve good communication, we should
assume the listener's stance. In engineering institutes, practical demonstrations
back up the theory. Farming cannot be taught just in a classroom setting. When
teaching first-year students who have a vernacular linguistic background, the
professor's high-fi terminology may not be well-received. The preacher must
make his message more understandable and provide more examples while
addressing a tiny hamlet crowd. When compared to teaching at the final year or
post graduate levels, the same topic taught at the diploma level or first year level
may have a distinct content and delivery method. Oversimplification can
occasionally be tedious. Speak to persuade and to clarify, not to dazzle.
Thinking: Some people have excessive self-confidence. When you talk about
basics in a classroom setting, the pupils believe that it is not required to address
them. When basic questions are posed during a viva or interview, the pupils are
unable to respond. The overconfident passengers ignore the safety warnings
given by the airhostess during the trip, leaving them unsure of what to do in the
event of an emergency landing. If you warn your child about safe driving or
other issues in life, they may not be in the mood to listen to you and may be
powerless in the event of an emergency. It is simple to educate the uneducated,
but challenging to educate the person with ‘know it all’ attitude.
Wrong inferences: We convey information by making some inferences about
a certain circumstance. The officer incorrectly assumes that the other person is
inciting his personnel while they are conversing with workers from another
department while the officer is on duty. Perhaps they are discussing something
else. Two of your buddies are chatting happily as you pass them, and you
assume that they are making fun of and making fun of you. A mother-in-law
assumes that her daughter-in-law is moaning about her when she overhears her
speaking with the neighbours. In any of these scenarios, communication may be
the erroneous assumption's reaction, which might result in a relationship
explosion.
Imperviousness / Rigidity: We establish some belief as a result of our
experience and instruction. But some people have a strict mindset. They don't
want to embrace the opposing ideology. Ideologies in politics and religion are
two instances of this. They are not prepared to adapt to changes in technology
and time. The labour unions argued that the introduction of computerization and
automation would cause unemployment. We are not yet ready to accept the
facts, despite definite evidence and information that has been thoroughly
recorded. By burying its head in the sand, the ostrich cannot halt the sandstorm.
Some people struggle to embrace change because their beliefs are so set in their
ways. The Ahmedabad textile factories disappeared because they were unable
to keep up with technological advancements. Children and parents both
occasionally have the belief that the other is always incorrect. Conflicts in
communication result from this traditional attitude. Under these circumstances,
a resolution can be reached if both sides are open-minded and the
communication on either side is supported by logical reasons that can persuade
the other party. Otherwise, communication or talks break down and become
impasses. Intrapersonal obstacles are thus psychological.
Interpersonal Barrier
Interpersonal communication is hampered by internal factors. Interpersonal communication is

hampered by an external obstacle. In electronic communication, the power of the transmitter
and the impedance compatibility between the transmitter and the receiver determine the
efficacy of the transmission. The interference or noise is a second component. Person-to-person
communication is also influenced by the communicator's fortitude, communication skills, and
capacity to get through obstructive elements.
Language: The common language is understood when two natives are speaking. Although
it is simple to communicate, it may be difficult for an outsider who is unfamiliar with the
local tongue to understand us. Under these circumstances, communication is made feasible
if both parties are conversant in a shared national or international tongue. Although
language serves as a conduit for communication, individuals are still responsible for
carrying it out. Their communication abilities must be developed through training. Even in
their own language, some people find it difficult to express themselves. Language
facilitates communication but does not entirely resolve all of its issues.
Vocabulary: There are sentences made up of words in our verbal communication process.
It necessitates a strong vocabulary or extensive word knowledge. Sometimes we use the
phrase "I have no words to explain" when we are complimenting someone or showing our
happiness after a victory. Although we talk modestly there, there are occasions when we
find ourselves speechless. It could occur in conversation at first. Sometimes we attempt to
communicate in English while thinking in our native tongue. In certain situations, we
convert our speech internally from the native tongue to English. However, once you master
communication, it will turn into a pastime. You'll think and speak in English right away.
Mismatch in verbal & non verbal expression: It is our pleasure to have Mr. so-and-so
here, or we say "pleased to meet you," when we welcome or greet someone. Nothing has
no importance when we lack the absence of the joy on our faces. The voice of the defence
minister should be loud enough and his fist should be firmly lifted in the air to convey the
power and resolve when he declares, "We are ready and determined to confront any
challenge from the adversaries." He shouldn't have to steady his feet. The nonverbal
communication, such as body language or gestures, supports spoken communication. The
voice must be raised, and the eyebrows must be arched, if the employer must terminate the
employees. When the institute director summons the misbehaving student and their
guardians, they verbally apologise but their facial expressions don't support their written or
speech undertaking. Why certain performers in films or plays may captivate audiences with
their performance by synchronising verbal and nonverbal cues even when they are not
going through sadness or tragedy. One must correctly employ both verbal and nonverbal
cues, as well as body language, for efficient communication. If not, it could result in
misunderstandings and have unfavourable effects.
Emotions: Emotions can facilitate communication in some situations. The audience may
cry and feel pity for the performer if they successfully immerse themselves in the reality of
the terrible scenario. However, occasionally it seems out of the ordinary. Tears caused by
glycerin could be seen. It was once brought up that cricket matches were being fixed. One
well-known batsman broke down in tears while speaking on TV to demonstrate his
innocence. However, he was unable to articulate himself during this procedure. He could
have made his point more effectively if he had been able to contain his emotions. So, one
should restrain their emotions when speaking. A person should keep his or her voice in
check, know the difference between flattery and civility, avoid turning a conversation into
a fight, and refrain from using too theatrical facial expressions.
Selectivity / Filtering: Selectivity serves as a filter in both written and spoken

communication. In electronic communication, analogue and digital filters are taken into
account. Certain filters, also known as bandpass filters—also known as bandpass filters—
special filters, are designed to allow the signal in a certain frequency range of signals in a
specific frequency ranges are some filters The other sort of filter is a band stop filter, which
stops a signal in a certain frequency range from propagating. Additionally, in general
communication, such selection may be detrimental to one or both parties. Students might
choose to study in a way that is focused on exams.
Disturbances: Disruptions: Technology and cost play a crucial role in electronic media
including radio, TV, telephone, and communications. If subpar gear or technology is used
just for cost savings, there may be a lot of interferences. The clarity and quality of the audio
and video are compromised. Inconsistency or poor communication results from frequent
pauses and communication loss. The biggest disruption in news publications and
multimedia communications is unwelcome advertising intrusion. Even electronic media is

not immune to this issue. There are several physical ways that annoying noise might
interfere with intended communication. In a classroom, it might be the teacher from the
adjacent classroom; in a political gathering, it might be a voice from another gathering
nearby; in a parliamentary setting, it might be a disturbance brought on by the opposing
camp; and in a social setting, it might be a disturbance brought on by antisocial elements.
Language and cultural barrier: Opportunities in every field have flooded in as a result
of globalisation. Business and education are not an exception. The language of the
destination country should be understood by any students, instructors, or professionals
travelling there. Hindi is the official language of India. Hindi proficiency is required for
intercultural communication at the national level. English serves as the universal language
of communication on a worldwide scale. English may be helpful for research academics to
search the literature. Knowing German and French may give you an advantage while
researching a certain subject or place. Due to British control in India, English has grown in
popularity and has shown to be quite helpful in today's age of global competition. Although
China's economy and technology are advancing quickly, its greatest disadvantage right now
is the country's low English-speaking population. The ability to communicate in the target
language is essential for businesses and industries interested in capturing international
markets. Along with language proficiency, it's important to understand the local culture,
traditions, and customs. Different etiquettes are observed in various regions of the world.
If you don't adhere to it, you could be viewed as disrespectful and rejected by that society.
In different areas of India and throughout the world, people welcome one another in a
variety of ways. Religions, holidays, dress, cuisine, and other cultural practises vary greatly
from one location to another. You are an outcast if you dress differently. Politicians are
shrewd enough to adapt local clothing codes when they go to various parts of the state or
country, allowing them to claim to be native sons of those lands. There are higher chances
of cheating when you go sightseeing since people can tell you are an outsider by the way
you dress and speak. The mall culture has migrated to India, but in order to be successful,
they must understand the business practises of regional hawkers or shops as well as the
psychology of the local populace. Indian consumers desire affordable, high-quality goods
on loan not cash. International hotel and restaurant chains exist. They have to be familiar
with the customs of both vegetarians and non-vegetarians. It is important for catering the
food, even for aircraft. The idea of jain cuisine is being adopted by numerous restaurants
and caterers, even among vegetarians.
Listener Barrier: A good listener comes before a good communicator. Bidirectional

communication is often effective. While we may talk, we must also give others a chance to
do so. Listening is essential for a two-way conversation. Hearing is only possible through
the ears. Certain things are heard, whether we want them to be or not. Even if we don't want
to, there are instances when we hear the loudness and other people's abuse as well. We may
respond, "You may talk; my ears are open," if someone wants to talk but we are not
interested in hearing it. Hearing is only a mechanical process. Hearing carefully is listening.
It is sustained by the mind's attention. If it is heard in this way, the brain can get some
important information, analyse it, and then use it to make a decision or come to a logical
conclusion. We take into account signal to noise ratio in data acquisition systems. The
signal must outweigh the noise. Otherwise, important information will be twisted or lost.
Some people are conceited or haughty. They engage in one-way dialogue. They try to
impose their thinking on others while preventing them from speaking, or even when they
do, they ignore them. Without hearing the other person out, we are unable to understand
his point of view. We cannot decide if we don't understand the issue. The absence of
listening is another factor that often leads to arguments or breaks up sessions. Sometimes
the two sides are so enraged and enthusiastic that they are unable to hear one another. Minor
errors can occur on either side of a traffic collision and are mostly accidental. However, no
one is prepared to listen to one another, so they start fighting. Any conflict may be resolved
quickly if both sides keep quiet and listen to one another in silence. We must make sure the
other side knows you are paying attention to him while listening. Eye contact, a smile, a
brief head nod, or other kind gestures can all be signs of attentive listening. Someone needs
consolation if they are dissatisfied, experiencing problems, or failing a key task or exam.
He will be alleviated of his sorrow if someone is willing to listen to his awful story. When
a person loses their father unexpectedly, they need someone to listen to them talk about the
grief and offer them a shoulder to cry on. If it is acceptable, he is excused without any
expressions of sympathy.
Organizational Barrier There are established guidelines and channels for communication in
the majority of organisations. It is known as representation via appropriate channels. A staff
member or faculty member in a government engineering college must, with the appropriate
forwarding remarks, communicate verbally or typically in writing to the section head, who then
does the same for the head of the department, principal, and director of technical education at
the state level. Private companies also have a similar organisational structure. The director and
faculty cannot speak to one another directly in this situation. There is no personal touch. The
number of intermediary steps lengthens the process. A decision has no significance if it is not
made in a reasonable timeframe. Each intermediate controlling officer makes a comment based
on how well he understands and is interested in the topic. Each level has a broad range of bias.
There are certain people who have a direct link to the highest officer in addition to the formal
channels. They further slant the subject based on their personal interests. In rare instances, it
also causes corruption.
The decision is transmitted via the aforementioned channels in reverse order after being made
by the highest authority. Once more, a message's integrity may be compromised during
transmission. It is challenging to confirm the initial message. There are occasions when the
intermediate officials unfairly profit from the lack of communication between the staff or
faculty and the top authority.
Multiple Connections: We utilise a variety of links to communicate in the workplace and

in daily life. Some of them could be parallel while others might be in series. Some
information may be lost, misinterpreted, or prejudiced throughout the transmission process.
It relies on the person's educational, social, and economic background, status on the
organisational ladder, maturity, comprehension, area of personal interest, and analytical
talent. The loss or distortion may be cumulative if the message goes through several stages.
Some intelligent people attempt to extrapolate or interpolate knowledge, which may be
beyond their scope or occasionally done on purpose for their own benefit, which may be
detrimental to the individual in question. The institution's leader can draw the incorrect
judgement if they attempt to get information about a senior employee from a peon or
another prejudiced individual. In engineering institutions, we frequently ask students to
provide feedback to the professors. While some students can provide objective criticism,
others could harbour biases. Some people employ their rationale regarding what
information is beneficial or useless while communicating information. While it is true that

the organization's leader cannot speak with every individual individually, there should be
a dependable, competent, and objective channel of communication in place. Choosing the
right feedback linkages is crucial. If not, it can deliver inaccurate or skewed information,
leading to the incorrect conclusion. Links that aren't appropriate provide the wrong
impression.
Fear: Any organisation would benefit from a welcoming or family-like atmosphere. It is

feasible for a small, developing organisation. There should be a casual meeting between
the staff and the managing director. The organisation should occasionally hold gatherings
for its family. The participants in this kind of gathering should put aside their positions.
They ought to communicate openly with one another. It aids in gathering unofficial
comments from different levels. The senior executive finds it challenging to stay in touch
with every employee as the company expands. There might be the development of
intermediate power centres. They deliberately widen the chasm between management and
workers. Concern is raised regarding the senior manager. Everyone is concerned for his
safety. Positive feedback is controlled on all levels due to job-related fear rather than
providing honest feedback. Corrective measures cannot be made in a timely manner due to
a lack of appropriate input. Dissatisfaction grows across all stakeholders, including
consumers, staff, and clients. The company eventually goes out of business with little
chance of recovery.
In the organisation, there should be freedom of expression. The top management has the
authority to make decisions and choose a course of action, but it is also important to consult
and listen to the workforce. It's not necessary for wisdom to only be found at the top. The
youth of today are exposed to even more, have stronger skills, and are in a position to make
a better judgement.
Opposite forces: The creation of small sections is required for the efficient operation of a
bigger organisation. There may be academic and administrative wings in a college of
engineering. Electrical, electronics, computer, instrumentation and control, civil,
mechanical, chemical, textile, rubber-plastic, environmental, applied mechanics, and other
departments may exist on the academic side. There may be academic sections,
establishment sections, account sections, student sections, purchasing sections, etc. on the
administrative side. There aren't only one department or one component of the institute.
Administration and academic divisions occasionally strive to take precedence over one
another. Competition for growth is beneficial among academic departments as well,
provided it is healthy. However, there shouldn't be any competition or leg-pulling between
the individuals. If this is the case, each department or area is exceptional on its own, but
the overall production is zero. The organization's communications that leave the
organisation shape the institution's reputation. The reputation of the organisation might
suffer if there are bad tendencies among the various groups. The institution's director or
vice chancellor is in charge of bringing different forces together and producing the right
outcomes in order to enhance and protect the organization's image. If not, the conflicting
forces obstruct effective communication and organisational development.
Wrong Medium: Any organisation must communicate frequently, whether it's for routine
business or extraordinary occasions. The information that has to be presented may take the
form of alfa numeric data, descriptive text, or a combination of the two. Additionally,
graphs, charts, histograms, and tables are employed in various industrial and other
applications. There are several solutions accessible in this IT era for communicating,
displaying, and presenting the information. Internet, intranet, films, slides, transparencies,
audio and video cassettes and CDs, computer presentations, websites, web seminars,
newspapers, TV channels and TV shows, press conferences, teleconferences,
videoconferences, etc. are a few examples of the various communication methods. The
target audience, the target market, the time and urgency of communication, the type and
size of the message, the competitors and their strategies all influence the choice of medium
or mode. It is simple and quick to communicate through phone, mobile, email, and fax, but
for official records, a hard copy of the letter must be transmitted via regular mail, registered
mail, or speed post. Postal letters may be important for security and privacy reasons as well.
Telephones and emails are utilised for interview calls since they allow for instant access,
however letters are required as documentation of the call. Additionally, combination mode
may be utilised for purchasing inquiries. A pre-educated and interested group may browse
the website, but particular individuals or groups can be informed by fliers.
Information burst: In the past, scholars had to rely on paper copies of the references,
which limited the breadth and speed of the literature they could access. Today, you may
enter any search term and instantly find hundreds of thousands of references. There are
several informational sites and search engines like Wikipedia, IEEE Online, Science Direct,
etc. available. Information is exploding everywhere. It occasionally turns out to be a
wastebasket. The process of screening and searching for meaningful information is really
challenging. In certain circumstances, the list gets smaller and even vanishes if you narrow
down the search key. The act of searching through the trash can is time-consuming,
exhausting, dull, and tiresome. Information quality suffers when it is overabundant.
Through intrusive commercials, some phoney websites, calls, and SMS on the phone, TV,
and internet, marketing staff from credit card, insurance, and other companies are invading
our personal space of information and entertainment. Unwanted calls and texts waste a lot
of our precious time when we are at work and conducting business. It is a necessary evil of
the information era. Print and soft forms of undesirable messages or information must be
filtered out using specialised software, gear, and additional personnel. It increases the
system's price and effectiveness. Therefore, good reading and listening can help you
produce flowers, but poor listening may assist you in developing weeds.
Cross cultural barrier: Globalisaton has opened the flood gates of opportunities. At the
same time, it has opened the windows for challenges. The world has become a global
village. In earlier days, people hesitated to go to other city or state for the job. They were
satisfied with the local opportunity. Now a day s for education purpose, many engineering
students go to southern states and for higher studies they go abroad. Even for job, the
national and multinational companies give the placement at a distant location and some
times by choice people go to other countries for a job or expansion or marketing of the
business activity. In general, communication is a big key for success. Many people reach
the top position, by communication skill. In a country or abroad a person going for study,
higher studies, business or marketing has to deal with cross cultural communication. Every
region has its own own language, religion, celebrations, traditions, customs, body language,
and body language. We occasionally communicate without words by using familiar
acoustics. Cultural differences and geographies may interpret body language, gestures, and
sounds differentially. Sometimes, it could result in misunderstandings, conflicts, and
inadequate communication. Prior to setting out for a far-off destination, it is crucial to be
aware of these details. If not, you could have problems. You won't be able to comprehend
it or run the danger of misinterpreting it if you're not familiar with sign language, which
some people use. In certain international companies, some employees are required to
converse with people in a range of languages. Perception is crucial when communicating
between cultures. We must acknowledge that there are certain cultural differences while
speaking with the other community. We must acknowledge it and accept it. While on the
foreign trip, it was seen that the local business community sometimes responded better to
western visitors than to Asian tourists. They evaluate them using exchange rates. It's
possible that accepted and undesirable views are the major cause of the intercultural
conflict. You ought to be able to recognise the expectations of the opposite side in such
circumstances. It's hard to get to know them. We only know about it because of terrible
experience. NGOs (non-governmental organisations) run into this issue when undertaking
missions abroad. It might be challenging to identify the root of a problem, but it is much
harder to find a solution. With one group, just one strategy may be effective for resolving
the issue; nevertheless, a different technique may be effective with a different group.
b. Barriers can be physical, language, psychological, cultural, personal, social etc.

i. A physical or environmental barrier include noise (disturbances) discussed
above; wrong medium selection discussed above; system defect discussed
above; temperature, humidity, rainfall, snowfall etc. can also act as a barrier.
ii. Language or semantic barrier include multiple languages (discussed above).
iii. Homophones are the words having similar sound but vary in spelling, meaning
& usage. For example to & two; tail & tale etc. We should be careful while
using them as individuals from different backgrounds may get confused.
iv. Some words have / may have multiple meanings. For ex. The word ‘run’ can
be used to chase money, to be a contender for a post, to contest an election etc.
v. Jargon is the term used for using heavy vocabulary which can create unsolicited
trouble at the workplace where individuals are coming from different
backgrounds and have varied understanding. Using heavy words may make the
message ambiguous and useless. For example instead of saying ‘He is a
supercalifragilisticexpialidocious’ we must say simply ‘ He is extraordinary’.
vi. Psychological barrier include ego, emotions, preconditions, filtering, poor
memory etc. all of them discussed above.
vii. Social barriers include culture, proximity, values, etiquettes, etc already
discussed above.
14.0 Techniques in paragraph writing
A successful paragraph should always have the following four components: unity,
coherence, a topic sentence, and adequate development. The general (types) techniques
used to write a paragraph are as under:
1. Traditionally, introductions function as a sneak peek of the document for giving the
reader a heads-up about what's crucial. In general, they progress from wide perspective to
focus and typically conclude with a thesis statement.
2. Next is the context or summary. These sentences serve as background information for
the reader on your subject. For instance, if you're writing on the American Civil War, you
may include a paragraph that provides background information about the history of slavery
in the Constitution. Or, if you were writing on vaccines, you may discuss how the immune
system of the body works.
3. A literature review gathers the available research on your subject and typically
combines summary and synthesis. They might be more than simply one paragraph and are
more frequent in the sciences and social sciences.
4. Argument sentence summarizes the major point of your argument. Contrary to an
evidence paragraph, it may not always contain specific quotes or facts but rather serves to
clarify your main thesis. These tend to appear in larger articles with potentially more
sophisticated arguments.
5. Evidence paragraph is used to provide more precise examples and arguments to back
up your primary point. This kind of paragraph appears to be the most prevalent in academic
writing. This sentence should respond to the following query: "What evidence do you have
to support that claim?" Typically, these paragraphs use evidence such as quotes or facts to
support the sub-claim.
6. Counter argument paragraph has a structure similar to an evidence paragraph, this
kind of paragraph has a different function in your essay. It accepts that there are other
opinions and typically explains why that perspective is incorrect rather than offering
evidence to support your position.
7. A comparison or contrast might serve as the first paragraph of a lengthy paper or as

the framework for your entire argument. However, it illustrates both the similarities and
distinctions between two distinct items in a paragraph level.
8. Transitional paragraphs, which summarize the information you just reviewed and give
a preview of what's to come, may be necessary in longer works. However, in shorter works,
you usually don't need an entire paragraph to switch between concepts. The table below
gives you transitional expressions that can be used for various logical relationships.
Figure 7 Transitional expressions
Source: The Writing Center, University of North Carolina at Chapel Hill,

http://writingcenter.unc.edu/handouts/transitions /
9. Your major point and your supporting claims should be summarized in the conclusion
paragraph, which should also remind the reader of your position's merits.
The way the components of our sentences and paragraphs work together to convey meaning
is known as coherence. For example
Mike hid the John’s car keys. John was heavily drunk. (makes sense hence coherent)
Mike hid the John’s car keys. John was eating burger. (meaningless hence lacks coherence)
1. When concepts and words are integrated and flow together naturally, coherence
is produced.
2. Link Ideas, Sentences, and Paragraphs Using Repetition.
3. Utilize transitional language to connect thoughts, sentences, and paragraphs.
4. Link Sentences Using Pronouns.
PRACTICE QUESTIONS
1. Communication is the process of sending & receiving information. Explain the

communication process in the light of this statement. Draw the communication cycle.
2. How is feedback important in communication? Give two examples of delayed
feedback.
3. What do you understand by the term technical communication? Explain its importance
giving suitable examples.
4. How general purpose (writing) communication differs from technical communication
(writing).
5. How do kinesics enhance your verbal communication? Explain giving examples.
6. Do you think that you can manage any situation by only non-verbal cues? Give
examples.
7. Proxemics play a prominent role in communication. Justify
8. Write the possible solution to overcome these barriers:
a. Dealing a talkative customer
b. Dealing with the employees working in isolation
c. Working in noisy surrounding d. Dealing with a frustrated & angry client
9. Describe how the whole process of communication gets disturbed if any of the
elements is changed or tampered?
10. Describe how language is the integral part of the communication process?
APPLICATION BASED QUESTIONS
1. Identify the barriers that lead to the miscommunication in the following scene.
What the manager should do to overcome these barriers.
2. Identify the barrier that describes each of the following situations (explain):
a. ‘Every time I have a meeting with Mr. Srivastava I end up disagreeing
with him about a particular issue.’
b. Manager: ‘Rimpaa where is the report which I asked you to submit on
the academic matters of the institute.’
Rimpaa: ‘I do not remember you asking me to submit any report.’
c. ‘The room is horrible to work in. I am able to hear everyone around,
and there is no scope for privacy’
d. ‘If you want some more information from me, ask only the specific
questions and do not waste my precious time! ’
e. ‘It is quite tedious to manually work on the student’s records, but I fear
using the computer as it might corrupt all our data ’
f. Teacher: ‘Students, where is the report which I asked you to submit
fortnightly.’
Students: ‘But you asked us to submit it once a month!’
3. Give at least two situations (each) for the barriers mentioned below:
a. Physical barrier
b. Negative tendencies
c. Wrong inferences
d. Cultural / ethnical / linguistic differences
4. Design the communication system in each case given below. (Identify & discuss
the sender(s), receiver(s), possible sources of noise, type of communication,
communication channel, purpose of communication, encoding the message,
decoding the message, function of the message & feedback.)
a. HR & Training Department of an organization for carrying out the appraisal
process.
b. Customer(s) connecting customer care to get trouble shooting their purchases
c. Sales & Marketing Department campaigning to push the sales
d. Internal quality assurance cell acting as a bridge between their organisation &
external quality assurance regulating authority.
e. Vendors in communication with the purchase department of the organisation for
making the supply.
5. Indicate the message delivered in each of the following case.
a. Dragging your feet while walking

b. Pointing finger at someone
c. Holding a chair while discussion
d. Gazing at someone for a long time
e. Standing / sitting cross handed
f. Shaking your legs vigorously
g. Biting nails / knocking finger
h. Playing with key ring / pen / tie while discussion
i. Pounding the desk
j. Sparkle in the eye
k. Avoiding eye contact / yawning while discussion
l. Patting someone gently
m. Drinking too much water before / during presentation
n. Writing a remark in red colour
o. Not sticking to the deadlines
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Fundamentals of Technical Communication:

1.0 Communication Skill & Language as a tool for Effective Communication

It is essentially an expression process. We must communicate our thoughts, opinions,

Figure 1 The process of Communication (Source: www.uptunotes.com)

Figure 2 The cycle of Communication (Source: www.uptunotes.com)

3.0 Technical Communication Vs General Communication

“Communication is the two way process of exchanging ideas and information.”

“Communication may be broadly defined as the process of the meaningful interactions

a. As a computer information systems (CIS) employee, you work at a 1 800 hotline

The figure below shows the salient features of technical communication.

Figure 3 Salient Features of technical communication

Plain language and Relevant Content:

 Line and paragraph spacing

Perceptible Aids or Visuals Aids:

Figure 4 Information retention (Source: www.uptunotes.com)

Point of Technical Writing General Writing

Associated to Profession, work place. Community, Society.

Table 1 Contrast in Technical & General Communication (Source:

Assertive communication: This style of communication shows openness on the

As humans, we can communicate on a variety of levels. It may involve extrapersonal,

Extra personal Communication

Communication with soul:

government necessitates communication. Communication with the All India Council

Figure 5 Patterns of Communication (Source: www.uptunotes.com)

On the basis of channel network

Informal Communication (Grapevine): Communication between individuals and groups

Figure 7 Pattern on the basis of flow direction

On the basis of expression mode

Gestural Communication: Communication through gestures or postures is often used

7.0 Role & Significance of technical communication

a. Enhances interaction in a giant organization

d. This requires dealing with people of different language and culture.

The table below summarizes the contrasts.

Verbal / Oral Communication Written Communication

Table 2 Verbal / Oral Communication Vs. Written Communication

9.0 Technical communication Vs. General Communication

Technical Communication General Communication

Table 3 Technical Communication Vs. General Communication

10.0 Non Verbal Communication

Other forms of communication are employed in nonverbal communication to express

Posture: Everyone has a unique way of standing, sitting, and walking. It is a

a. Aggressive fast walk may be interpreted as anger.

b. Walking lethargic / loosely / dragging feet indicates sickness / tiredness /

with an unidentified individual of the other gender is forbidden in various religions. In

a. Sparkle , wide eyes & smile means happiness.

11.0 Communication Channels

Written Channels Verbal / Oral Channels

12.0 Designing a Communication System

examined from all angles in order to be understood clearly. Communication can

Interpersonal communication is hampered by internal factors. Interpersonal communication is

Selectivity / Filtering: Selectivity serves as a filter in both written and spoken

multimedia communications is unwelcome advertising intrusion. Even electronic media is

Listener Barrier: A good listener comes before a good communicator. Bidirectional

Multiple Connections: We utilise a variety of links to communicate in the workplace and

information is beneficial or useless while communicating information. While it is true that

Fear: Any organisation would benefit from a welcoming or family-like atmosphere. It is

b. Barriers can be physical, language, psychological, cultural, personal, social etc.

7. A comparison or contrast might serve as the first paragraph of a lengthy paper or as

Figure 7 Transitional expressions

Source: The Writing Center, University of North Carolina at Chapel Hill,

4. Link Sentences Using Pronouns.

1. Communication is the process of sending & receiving information. Explain the