CSC 415 COMMUNICATION SKILLS (SERVICE COURSE)

UNIT-I
Effective Communication

Effective Communication

Many of us communicate with people every day, whether in person or on the countless digital platforms
available to us. But how much of our communication actually reaches the intended audience or person
the way we hoped? Effective communication requires us to be clear and complete in what we are trying
to express.

Being an effective communicator in our professional and personal lives involves learning the skills to
exchange information with clarity, empathy, and understanding. In this article, we’ll define what
effective communication looks like, discuss its benefits and offer ways to improve your communication
skills.

What is effective communication?

Effective communication is the process of exchanging ideas, thoughts, opinions, knowledge, and data so
that the message is received and understood with clarity and purpose. When we communicate
effectively, both the sender and receiver feel satisfied.

Communication occurs in many forms, including verbal and non-verbal, written, visual, and listening. It
can occur in person, on the internet (on forums, social media, and websites), over the phone (through
apps, calls, and video), or by mail.

For communication to be effective, it must be clear, correct, complete, concise, and compassionate.
We consider these to be the 5 C’s of communication, though they may vary depending on who you’re
asking.

Benefits of effective communication

The benefits of communication effectiveness can be witnessed in the workplace, in an educational

setting, and in your personal life. Learning how to communicate well can be a boon in each of these
areas.

In the workplace, effective communication can help you:

 Manage employees and build teams
 Grow your organization more rapidly and retain employees
 Benefit from enhanced creativity and innovation
 Build strong relationships and attract more opportunities for you or your organization

In your personal life, effective communication can lead to:

 Improved social, emotional, and mental health
 Deeper existing connections

Communication Defined
What is communication? Communication is the sending and receiving of information and can be one-on-
one or between groups of people, and can be face-to-face or through communication devices.
Communication requires a sender, the person who initiates communication, to transfer their thoughts
or encode a message. This message is sent to the receiver, a person who receives the message, and

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finally, the receiver must decode, or interpret the message. This sounds simple enough but is more
complicated.
Language involves symbols and signs and is distinct to the culture that speaks and writes in that
language. Effective communication requires a shared language and understanding of common concepts.
It's also important to bear in mind that a receiver may interpret what the sender puts out differently than
what the sender intended, and that this is less likely if the two share the same culture and language
 Types of Communication

The five types of communication you need to know about are verbal communication, nonverbal
communication, written communication, visual communication, and listening.

1. Verbal Communication
Verbal communication encompasses all communication using spoken words, or unspoken words as in
the case with sign language. It is important to understand how to effectively communicate your ideas
verbally in order to avoid misunderstandings and maximize interest while you speak. Make sure to use
the right type of language, speak clearly, know your audience, respond in the best way, and use an
appropriate tone when speaking.

2. Nonverbal Communication
What is actually being said is only half the battle — the rest lies in what isn’t being said. This means
your tone, facial expressions, body language, hand movements, and eye contact. When you make
yourself aware of what the rest of you is doing as you speak, you can make corrections and eventually
use all the right nonverbal cues to convey your point.

3. Written Communication
Written communication is a form of verbal communication, but it is so different than spoken verbal
communication that this form gets its own separate type. Written communication can take the form of
anything you write or type such as letters, emails, notes, texts, billboards, even a message written in
the sky! With written communication, it is important you know your audience, your purpose, and
maintain consistency throughout your written message.
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4. Visual Communication
Visual communication is one you may not have heard of, but it is one that complements the other
types of communication well. Visual communication is delivering information, messages, and points
by way of graphical representations, or visual aids.
Some commonly used examples are slide presentations, diagrams, physical models, drawings, and
illustrations. When you use visual communication in addition to verbal, nonverbal, and written
communication, you create a very effective way for your message to be heard and understood.

5. Listening
Listening is a surprisingly important part of communication and in order to be a great communicator,
you must master the art of listening. Remember that listening doesn’t just mean hearing, or politely
waiting for your turn to speak. When others are speaking, you should practice active listening, which
means that you are engaging your mind while the person speaks, intently focusing on what they are
saying.

Characteristics of effective communication

1. Clarity
2. Conciseness
3. Correctness
4. Completeness
5. Coherence
6. Consideration
7. Courtesy
8. Concreteness
9. Consistency

1 Clarity
If your writing is clear, your reader is much more likely to understand and act on your message.
Consider this the ultimate characteristic of effective communication.
If, on the other hand, your reader has to wade through irrelevant information or unnecessary jargon,
they’re probably going to struggle to get through your message. Start with a clear communication goal
and use concrete, precise language to get your point across.

2 Conciseness
As George Orwell wrote in his essay “Politics and the English Language,” if it is possible to cut a
word out, always cut it out. Your goal is to communicate your message as quickly and directly as
possible. By doing this, you’ll save your reader time and trouble.

3 Correctness
Proper grammar and syntax increase the effectiveness and credibility of your message. Mistakes might
affect clarity, create ambiguity, and raise doubts. In addition, the message’s information needs to be
accurate. Misinformation can derail productivity in the workplace and compound disorganization.

4 Completeness
Effective communication requires the whole picture. Leaving information out can lead to unnecessary
guesswork for readers. Comprehensive yet concise messages reduce follow-up questions and prevent
delays.

5 Coherence
Coherent communication is logical. Your points should be relevant to your thesis, and the text’s tone
and flow should be smooth. To make your writing coherent, stick to the topic by keeping each point
connected with transition words and phrases. Staying organized will prevent any confusion or
misunderstandings. If you need to touch on multiple points in a single message, compartmentalize
each one.

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6 Consideration
Empathy is a critical pillar of good workplace communication. Before you speak, consider your words
and their potential effects on your listener.
This message focuses on solving the problem without blame. It is much more likely to be received
positively.
Being considerate of others is important to good relationships and good communication. Even if a
conversation is not directly business related, its consequences can generate an uncomfortable work
environment and reduce productivity. Keeping a polite and professional tone of voice is just as
important as the accuracy of the content.

7 Courtesy
Being courteous is as much a necessity in a corporate setting as anywhere. Your team is working
together to achieve the same goals of success and growth. Inside jokes, insults, or an aggressive tone
work against teamwork.
This message is more courteous and professional. When constructive messages that affect productivity
are conveyed with respect, team members are more likely to take the initiative and adjust accordingly.

8 Concreteness
A concrete message is tangible, supported by facts for enhanced credibility, and helps your audience
better understand what’s being conveyed. It also mitigates the risk of misunderstanding, a common
struggle in the workplace. Try to include specific examples or explanations.

9 Consistency
Following the tips above will ensure that your communication is effective. Once you’ve improved,
however, don’t let your quality slip. Your teams and operations are valuable and should always be
treated as such. Effective communication depends on a steady and efficient workflow from everyone.
To keep communication in your workplace effective and consistent, create a company style guide that
aligns with your culture, values, voice, tone, and internal environment. It can provide the structure and
guidelines for internal and external communication, giving you the confidence and security that all
team members are collaborating in a positive environment.
Barriers to Effective Communication
Communication is defined as the process by which information is exchanged between individuals
through a system of signs, symbols. The concept of communication involves a sender, a message and a
recipient.
The sender sends the message and the recipient is the receiver of the message. The process of
communication is never smooth as it is affected by the barriers of communication.
Barriers to effective communication can result in confusion which can lead to incorrect information
being conveyed or miscommunication which can lead to loss of business.
Following are some of the barriers to effective communication:
1. Semantic barriers
2. Psychological barriers
3. Organisational barriers
4. Cultural barriers
5. Physical barriers
6. Physiological barriers
Let us study in detail about the various types of barriers to effective communication.
Semantic barriers: Semantic barriers are also known as language barriers. These barriers are caused
due to improper communication between the sender and the receiver. The following instances of
semantic barriers can be witnessed in communication.
Poor quality of message: Message when communicated should be precise and easy to understand, that
makes it easy for the receiver to grasp the information conveyed.
Sometimes, due to the lack of clarity or complexity of the way of providing information from the
sender, there can be a case of semantic barriers.

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For e.g. A manager is conversing in English to a group of workers who understand and speak Bengali.
It will create confusion among workers as they will not be able to understand what is being conveyed
by the manager.
Technical language: Language barriers also arise when the sender of the message is speaking in
technical terms while the receiver is unaware of the terms. It creates confusion and misunderstanding
between the sender and receiver by acting as a barrier to effective communication.
Psychological Barriers: Psychological barriers play an important role in interpersonal communication
as the state of the mind of the sender or the receiver can make it difficult to understand the information
that is conveyed, which often leads to misunderstanding.
Here are some instances where psychological barriers to communication can be seen.
1. Premature evaluation of information by the receiver even before it is transmitted can lead to barriers
in communication, as it will create premature conclusion to the message, which withholds the original
message.
2. Inadequate attention from the receiver’s end at the time of communication can lead to barriers of
communication as the information conveyed by the sender is not properly received by the receiver.
3. When information is passed within multiple sources, the final information is distorted as the
receivers of the message are not able to retain everything that was conveyed. This can cause
communication barriers.
Organisational barriers: Organisational barriers are those barriers that are caused due to the
structure, rules and regulations present in the organisation. The various types of barriers that can be
encountered due to superior subordinate relationships where the free flow of communication is not
possible.
Sometimes the complexity of organisational structure and multiple managers make it difficult to
convey information properly, and the information gets distorted leading to miscommunication.
Cultural barriers: Cultural barriers are those that arise due to lack of similarities among the different
cultures across the world. A term that can be harmless in one culture can be regarded as a slang in
another culture. Moreover, various beliefs can differ from one culture to another.
Physical barriers: Physical barriers to communication are those that arise due to certain factors like
faulty equipment, noise, closed doors and cabins that cause the information sent from sender to
receiver to become distorted, which results in improper communication.
Physiological barriers: Physiological barriers arise when a sender or the receiver of the
communication is not in a position to express or receive the message with clarity due to some
physiological issues like dyslexia, or nerve disorders that interfere with speech or hearing.

What are Oral and Written Communication Skills?

Communication is a broad field that covers many different means of spreading and transferring
messages. There are many forms of communication that focus on a specific means or aspect of
communication. Two common forms that are often compared are oral communication and written
communication.
Oral communication refers to the communication that takes place by speaking. This includes basic
conversations, as well as speeches and meetings. Written communication refers to the type of
communication that uses the written word. This can be typed on an electronic device, such as an email
on a computer, or handwritten, such as a note or a letter. Both oral communication and written
communication are used on a daily basis. While both may convey the same messages, they may be
used for different purposes.
Written Communication Skills Examples
There are many forms of written communication. Some of the most common forms include:

 Email
 Text messages
 Cards and letters
 Newspapers
 Blogs
 Magazines

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Written communication skills involve being able to read and write, as well as edit information for
clarity. It is also important for the writer to understand how to use proper grammar and punctuation for
credibility. Written communication may also make use of specific styles, such as Associated Press, or
AP style, which is commonly used in newspapers and magazines.
Oral/ Spoken Communication Skills Examples
Oral communication skills can also be used for many different purposes. Some common examples of
oral communication include:

 Sharing ideas
 Communicating thoughts
 Exchanging information
 Giving orders
 Persuading people
Oral communication skills rely on the ability to articulate works in an effective manner. Taking time to
practice and receive feedback on general communication skills can help to improve oral
communication skills. Things such as presentations and engaging in meetings or class discussions can
also help to improve these skills.
Oral communication skills are common in the media where communication is typically distributed
vocally. Radio, for example, relies heavily on the use of oral communication since speaking is the
means of broadcasting via radio. Nonverbal skills may also come into play with oral communication
where the speaker can be seen, such as in speeches or interviews. Nonverbal skills include tone, body
language, and visual cues. These skills can be helpful in generating interest in the topic that is covered
in a speech, as compared to simply reading transcripts of the speech.

Oral/ Spoken Vs Written Communication

1. Introduction
Oral Communication: Form of communication in which information, ideas or messages are
conveyed, transmitted or exchanged via face to face conversation or verbally.
Written Communication: Here, a form of communication in which messages or ideas are conveyed,
transmitted or exchanged through writing or texting.

2. Transmission Speed
Oral Communication: Very fast and easy transmission of information or message
Written Communication: It is the slow transmission of information and messages.

3. Verification
Oral Communication: It is very difficult or almost impossible to verify the sent message
Written Communication: Here, one can verify messages.

4. Cost and Time

Oral Communication: It is a less costly and less time-consuming way of communication.
Written Communication: It costs money for typing, printing and later delivering the message. So, it
is a costly and also time-consuming means of communication.

5. Proof/Evidence
Oral Communication: There is no real proof because there will be no record of the message because
the way of communication is via word of mouth m
Written Communication: Records of written communication can be preserved properly. So, there is
proof or evidence.

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6. Type of Communication
Oral Communication: Informal
Written Communication: Formal

7. Reliability
Oral Communication: Not much more reliable than written communication
Written Communication: It is a very much reliable means of communication

8. Flexibility
Oral Communication: It is more flexible compared to written form.
Written Communication: It is less flexible than oral communication

9. Suitable or Applicable
Oral Communication: It is often suitable or applicable if the sender and receiver are nearer to each
other.
Written Communication: It is applicable and suitable for long-distance communication only if the
sender and receiver are at a distant place or far away from each other.

10. Immediate Feedback

Oral Communication: Possible
Written Communication: Impossible

11. Examples
Oral Communication: E.g. Face-to-face conversation, telephone conversation, speech, webinars,
meetings etc.
Written Communication: For, e.g. Text messages, letters, journals, e-mail etc.

PARTS OF SPEECH
There are eight parts of speech in the English language: noun, pronoun, verb, adjective, adverb,
preposition, conjunction, and interjection. The part of speech indicates how the word functions in
meaning as well as grammatically within the sentence. An individual word can function as more than
one part of speech when used in different circumstances. Understanding parts of speech is essential for
determining the correct definition of a word when using the dictionary.
1. NOUN
 A noun is the name of a person, place, thing, or idea.
man... Butte College... house... happiness
A noun is a word for a person, place, thing, or idea. Nouns are often used with an article (the, a, an),
but not always. Proper nouns always start with a capital letter; common nouns do not. Nouns can be
singular or plural, concrete or abstract. Nouns show possession by adding 's. Nouns can function in
different roles within a sentence; for example, a noun can be a subject, direct object, indirect object,
subject complement, or object of a preposition.
The young girl brought me a very long letter from the teacher, and then she quickly disappeared. Oh
my!
2. PRONOUN
 A pronoun is a word used in place of a noun.
She... we... they... it
A pronoun is a word used in place of a noun. A pronoun is usually substituted for a specific noun,
which is called its antecedent. In the sentence above, the antecedent for the pronoun she is the
girl. Pronouns are further defined by type: personal pronouns refer to specific persons or things;
possessive pronouns indicate ownership; reflexive pronouns are used to emphasize another noun or
pronoun; relative pronouns introduce a subordinate clause; and demonstrative pronouns identify, point
to, or refer to nouns.

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 The young girl brought me a very long letter from the teacher, and then she quickly disappeared. Oh
my!
See the TIP Sheet on "Pronouns" for further information.
3. VERB
 A verb expresses action or being.
jump... is... write... become
The verb in a sentence expresses action or being. There is a main verb and sometimes one or more
helping verbs. ("She can sing." Sing is the main verb; can is the helping verb.) A verb must agree with
its subject in number (both are singular or both are plural). Verbs also take different forms to express
tense.
The young girl brought me a very long letter from the teacher, and then she quickly disappeared. Oh
my!
See the TIP Sheet on "Verbs" for more information.
4. ADJECTIVE
 An adjective modifies or describes a noun or pronoun.
pretty... old... blue... smart
An adjective is a word used to modify or describe a noun or a pronoun. It usually answers the question
of which one, what kind, or how many. (Articles [a, an, the] are usually classified as adjectives.)
The young girl brought me a very long letter from the teacher, and then she quickly disappeared. Oh
my!
See the TIP Sheet on "Adjectives" for more information.
5. ADVERB
 An adverb modifies or describes a verb, an adjective, or another adverb.
gently... extremely... carefully... well
An adverb describes or modifies a verb, an adjective, or another adverb, but never a noun. It usually
answers the questions of when, where, how, why, under what conditions, or to what degree. Adverbs
often end in -ly.
The young girl brought me a very long letter from the teacher, and then she quickly disappeared. Oh
my!
See the TIP Sheet on "Adverbs" for more information.
6. PREPOSITION
 A preposition is a word placed before a noun or pronoun to form a phrase modifying another
word in the sentence.
by... with.... about... until
(by the tree, with our friends, about the book, until tomorrow)
A preposition is a word placed before a noun or pronoun to form a phrase modifying another word in
the sentence. Therefore a preposition is always part of a prepositional phrase. The prepositional phrase
almost always functions as an adjective or as an adverb. The following list includes the most common
prepositions:
The young girl brought me a very long letter from the teacher, and then she quickly disappeared. Oh
my!
See the TIP Sheet on "Prepositions" for more information.
7. CONJUNCTION
 A conjunction joins words, phrases, or clauses.
and... but... or... while... because
A conjunction joins words, phrases, or clauses, and indicates the relationship between the elements
joined. Coordinating conjunctions connect grammatically equal elements: and, but, or, nor, for, so,
yet. Subordinating conjunctions connect clauses that are not equal: because, although, while, since,
etc. There are other types of conjunctions as well.
The young girl brought me a very long letter from the teacher, and then she quickly disappeared. Oh
my!
8. INTERJECTION
 An interjection is a word used to express emotion.
Oh!... Wow!... Oops!

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An interjection is a word used to express emotion. It is often followed by an exclamation point.
The young girl brought me a very long letter from the teacher, and then she quickly disappeared. Oh
my!

UNIT 2
LISTENING SKILLS
Listening skill that allows people to understand the information others convey to them. It is part of the
communication skill set that includes speaking skills, also known as verbal communication,
and interpersonal skills.

While hearing is a physical ability—one of our five senses—listening is a skill that an individual can
acquire and improve upon over the course of their lifetime. Good listening skills will help you excel in
most occupations, but excellent listening skills are essential in some.
You Can Be a Great Listener without Good Hearing Ability

Individuals who are hearing impaired can be great listeners, and those who have excellent hearing can
be poor listeners. Listening skills require the ability to receive and interpret information regardless of
how one receives it.

How Good Listening Skills Can Improve Your Career

Good listening skills are imperative to succeeding at work. They allow you to successfully carry out
your job duties, get along with your boss and co-workers, and serve your customers and clients.

When a manager gives instructions on how to complete a task, good listening skills will let you
understand their expectations. Your ability to complete the task successfully increases.

Excellent communication skills, including listening skills, are at the foundation of all good
relationships. Workplace relationships are no exception. Being able to understand what your co-
workers allows you to build rapport with them. This is instrumental when working in a team-based
environment.

Clients and customers will also benefit from your good listening skills. To fulfil their needs you must
be able to understand what they are.

7 Ways to Improve Your Listening Skills

Follow these tips to learn how to be a great listener:

1. Maintain Eye Contact: Looking someone in the eye during a conversation forces you to pay
attention and also signals to the speaker that you are focused on what they are saying.
2. Avoid Interrupting: Save your questions and comments until the speaker finishes talking.
Someone well-versed at verbal communication will pause at regular intervals to allow the
listener to ask questions. It is okay to do so at those points, but if that doesn't happen, wait.
3. Sit Still: Fidgeting makes you look bored.
4. Nod Your Head: This indicates to the speaker that you are taking in the information he or she
is conveying.
5. Be Attentive to Non-Verbal Cues: Paying attention to what the speaker doesn't say is as
important as being attentive to his or her words. Look for non-verbal cues such as facial
expressions and posture to fully understand everything.

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 6. Lean toward the Speaker: This signals to the other person that you are engaged in the
conversation.
7. Repeat Instructions and Ask Appropriate Questions: Once the speaker has finished talking,
repeat his or her instructions to confirm that you understand them. This is also the time to ask
any questions.

Listening important in problem-solving?

Analytical listening helps us understand the root cause of problems and find better solutions.
Listening with analytical thinking is important because it enables us to assess what we are hearing,
whether information makes sense, how well data fits together, and if there might be a solution to the
problem.

How can analytical listening help in our daily lives?

Because analytical listening allows you to assess what you are hearing before making judgments or
taking action, this skill has many uses for day-to-day communication.
It can improve self-awareness when you ask yourself questions such as:
 “What am I interpreting from the speaker’s words and body language?”
 “Does this make sense? Does it fit in with what I know?”
 “What emotions am I experiencing right now, and are they affecting what I am hearing?”
 “What are some potential solutions to this problem?”
It can help you in your daily interactions by allowing you to clarify information that is important for
making decisions. For example, analytical listening could be used when speaking with clients about
their opinions on how well a product worked during testing.
You would ask analytical questions such as:
 “How did using our product compare to other products you have tried before?”.
 “What did you like about our product?”
 “What are some areas you think we could improve?”
 “Based on your experience, what do you think would be a good solution to this issue?”.
The client’s answers to these questions can help your team understand what worked well and what
could use improvement.
This allows clients who may not be very descriptive about their experiences an opportunity to share
more details so both parties can come up with solutions together. It also gives the option of asking
questions if there is any confusion.
Importance of analytical listening in daily communication
Analytical listening can positively impact your life because it helps you solve problems, improve
relationships with people around you, and become a better problem solver.
Analytical listening is the process of focusing on what others are saying without being emotionally
involved or reacting instantly to their words.
It allows us to listen attentively, avoid interruptions, and acknowledge our thoughts and those of other
people during communication. This focus also gives us time to better understand issues from various
angles, which ultimately leads to more effective solutions.

4 Steps to Use Analytical Listening in Problem Solving

Now that we understand what analytical listening is and why it’s important, let’s look at four steps you
can use to use analytical listening during problem-solving effectively.
The following four steps will help you:
 Understand the problem
 Identify the root cause of the problem
 Come up with potential solutions
 Evaluate and implement

Step One: Understand the problem

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 When we listen carefully, we can understand the full extent of the problem. We may hear things we
overlooked before. This is especially important when trying to solve a complex issue. By
understanding all the details, we can develop a better plan for solving it.
Let’s examine a common scenario at work. Your colleague comes to you with a problem and asks for
your help. If you don’t listen carefully, you may not understand the full extent of the problem. This
can lead to frustration on both sides. If the issue is not resolved, it can affect your working relationship
and performance.
But if you listen carefully, you’ll be able to understand the full extent of the problem and create a
better plan for solving it because you have all the necessary information.
Step Two: Identify the root cause of the problem
Once we understand the problem, we need to identify the root cause. This can be challenging,
especially if there are multiple causes. However, analytical listening helps us to focus on the most
important issues.
The root cause is the underlying reason for a problem. It’s often not obvious, and it can take some time
to find it. But, once we identify the root cause, we can develop a better solution.
Let’s go back to the scenario where your colleague comes to you with a problem. If analytical listening
was used, both of you would have already understood the full extent of the issue, and there wouldn’t
be any misunderstandings or frustrations about what was wrong.
Step Three: Generate potential solutions
Once we have a complete understanding of the problem, it’s time to come up with some
solutions. Brainstorming is an effective way to generate potential ideas quickly. We can also sort
through these options and choose which ones are most appropriate for solving the specific problem at
hand.
In the example with the colleague, analytical listening helps you come up with creative and effective
ideas because all the necessary information is available to you.
Step Four: Evaluate and implement
We’ve gathered information from analytical listening and asked questions that help us understand the
root causes of problems to identify potential solutions. Finally, it’s time to decide on one solution that
will solve our problem effectively.
In the example with your colleague, analytical listening will help you evaluate and implement
solutions because you can focus on the most appropriate options.
These steps can be used independently or together as part of a comprehensive problem-solving
strategy!
Presentation skills are the abilities one needs in order to deliver compelling, engaging, informative,
transformative, educational, enlightening, and/or instructive presentations. Central to effective
presentation skills are public speaking, tone of voice, body language, creativity, and delivery.

That said, there are several types of presentations:

Main Types of Presentations

1. Persuasive Presentations
Persuasive presentations are those given to arouse the audience to make the decision which the
presenter hopes for. An example might be a start-up founder delivering a presentation to an angel in
the hopes of getting investment or a salesperson pitching a product to customers.

2. Instructional Presentations
Instructional presentations are those given to guide the audience on a new policy, law, etc. For
example, an HR manager might hold an on boarding presentation to instruct new employees on the
rules of the company.

3. Informative Presentations

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 Informative presentations give information about a new procedure, benefit, etc. One example might
be a company HR presentation where the manager gives information about the new bonus
requirements.

4. Inspirational Presentations
Inspirational presentations are similar to persuasive presentations, but here the speaker aims to boost
morale or increase brand pride, for example. Another example would be the rousing conclusion of a
TED Talk speaker as they wrap up their speech.

Here’s a beautiful example of an inspirational presentation about, well, presentations:

And, there are several presentation delivery methods:
Presentation Delivery Methods

1. Extemporaneous presentations are those you deliver without any preparation, though you plan it
beforehand.
2. Memorized presentations are those you learn by heart. Hard to get right, but compelling if it is!
3. Manuscript presentations are those you deliver from a pre-written script or notes.
4. Impromptu presentations are similar to extemporaneous presentations, but you decide on and deliver
them on the spot.

Pro Tip: What’s the difference between a speech and a presentation? A speech is just plain ol’ spoken
word read or delivered based on a written draft while a presentation gets creative with interaction,
videos, slides, etc.

Skills in general are broken down into soft skills (those you develop throughout life, like
communication skills) and hard skills (those you study, such as computer skills). For more on this,
check out: Soft Skills vs Hard Skills for a Job: What Employers Look For

2 How to Improve Your Presentation Skills [25 Steps]

Some people are born entertainers or have an innate eidetic memory (the ability to recall things from
memory with great clarity from just a moment of exposure).

The rest of us always have room for growth.

No matter what the situation—

Here are the best ways to improve presentation skills:

1. Prepare Your Presentation in Advance

There are various methods of preparing for a presentation, and they’re all very similar to preparing for
a job interview.

Run lines with a mock audience or friend, like actors and actresses auditioning for movie and stage
roles. Give yourself plenty of time to prepare for an upcoming presentation or speech, especially when
you are less experienced.

And, the last part of preparation—always be prepared with answers to follow-up questions once your
presentation is over.

2. Practice Your Presentation As Much As Possible

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As with anything, practice makes perfect.
Hopefully it doesn’t come down to Gladwell’s “10,000 hour rule,” but practice of some length is
always required to hone your presentation skills.
Practice alone. Then, practice with a friend or family member. Then, always use each live
presentation opportunity as a practice round for the next presentation.

3. Learn How to Skip Around

Poor presentation skills for most people involve a monotonous, robotic delivery.

And, sure, that isn’t so compelling.

However, what’s equally Lackluster is a presenter who is unable to be dynamic and find real-time
solutions to questions asked during the presentation. If an interruption or news update mid-
presentation throws you off, then you need to practice and learn how to handle them.
Likewise, imagine giving a breaking news update to the public. If an advisor comes up to your
podium to whisper in your ear, you have to take this new news into consideration, altering your
presentation to fit.
Like improve sketches, knowing how to handle changes is an important part of a performance.

4. Speak Passionately About Your Topic

When you are passionate about the topic of your presentation, the audience senses it. It leaks through
your pores and reflects from your eyes.
Show passion. Show enthusiasm. Be slightly crazy—
Or learn how to fake it.
Audience members who feel it on a visceral level, rather than only intellectually, are much more
inclined to pay attention and find agreement with you.
And, bonus: they tend to fall asleep less!

5. Tell Stories in Your Presentations

Storytelling is one of the most effective presentation skills.
Crowds love stories. They give great examples of what the presenter is talking about, and they earn
that rapt attention which any presenter aims for much more easily.

6. Understand What You Should and Shouldn’t Do

On your first presentation, you’d be forgiven for having a coffee to clear the fog from your mind. If
and when it increases any pre-PowerPoint jitters, you know never to drink coffee prior again.
Same goes for the way you breathe, and the food you consume beforehand. You don’t need the added
discomfort of a gassy stomach, so know what foods, if any, cause that for you.
On the opposite side, exercise, for most people, is a great way to relieve any built up tension the night
prior.
As you practice, practice, practice, you’ll get signals from your environment, audience, and body as to
what does and doesn’t work for you.

7. Know Your Audience

This one requires research in advance (remember: prepare!).
Let’s say you were hired to deliver several motivational speeches to various members of a large
company. You nail your first presentation delivered to an audience of interns.
Do you give exactly the same performance to the senior-level executives, your next stop?
You wouldn’t, hopefully.
Executives will need to be spoken to in a different language, almost, with different vocabulary.
Research your audience to deliver a presentation that speaks directly to them, not some other crowd,
even if it was successful before.

8. Film Yourself

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Try filming yourself delivering the presentation and playing it back. You can learn a lot just by seeing
your own mistakes and working to improve them.
Later, give that same video to a friend and ask for further feedback and criticism. They are likely to
spot something you might have missed, because, you know, two heads are better than one and all that.

9. Connect with the Audience’s Emotions & Inspire Action

Connect with the crowd on a gut level. The audience has to feel that what you’re saying is important,
actionable, and true.
Here’s what the awesome social motivator, Simon Sinek, has to say:
When we communicate from the outside in, yes, people can understand vast amounts of complicated
information like features and benefits and facts and figures. It just doesn't drive behaviour. When we
can communicate from the inside out, we're talking directly to the part of the brain that controls
behaviour, and then we allow people to rationalize it with the tangible things we say and do. This is
where gut decisions come from. Simon Sineksocial motivator
Be engaging. Be entertaining. This is how you truly speak to the audience. He sums it up like this:
Sometimes you can give somebody all the facts and figures, and they say, ‘I know what all the facts
and details say, but it just doesn't feel right.’ Why would we use that verb, it doesn't ‘feel’ right?
Because the part of the brain that controls decision-making doesn't control language. Simon
Sineksocial motivator.
10. Tell Them you’re Nervous
This is one of my favourite presentation tricks, as I get super anxious before any kind of public speech
or demonstration.
If you feel nervous, consider starting off by telling the audience such (“Forgive me, please, if my
voice is wobbly, I’m a bit nervous…”). The audience is sure to empathize with your situation, and you
don’t have to go through the entire presentation with some higher bar of confidence.

11. Use Humor

Add some jokes and humorous comments throughout your presentation. Like storytelling, it connects
with the audience on a deeper level, and getting them to laugh helps to earn their attention back if you
were losing it.
On top of that, you help cut any tension in the room, which is helpful if you’re nervous or have a fear
of public speaking, but also helps to make any proposal or instructional presentation more palatable to
the audience.

12. Remove Filler Sounds & Crutch Words

For example, do you, um, give, like, uh, sounds like this?
There’s nothing wrong with these in everyday speech. In linguistics, these are called filler sounds (or
crutch words), and it is a common way to allow your brain to catch up with your words.
However, in presentations, these only make you look incompetent. Likewise, find other ways to
improve your presentation delivery. Maybe your hand gestures look robotic, your jokes fall flat, or
your voice cracks.
A compelling presentation depends on a compelling delivery. Check out this guide from Harvard
Business Review for a great write-up on how to stop using so many crutch words.

13. Use the Right Visual Aids & Presentation Media

With some presentations, the medium of delivery is set (aside from the speech element). On a school
project, for example, you may be required to use Microsoft PowerPoint.
However, when you have a choice, choose the right visual aid method. Even with PowerPoint, you
have to choose between text slides, image slides, and infographic slides.
Not only is there not a single perfect visual aid medium for all presentations, but different sections of
one presentation could benefit from a different media format. Maybe a 5-minute video would work
great as an intro. Perhaps a set of image slides to wrap things up.

14. Improve Your Confidence

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 When trying to learn how to improve speaking skills or how to improve public speaking, work on
improving your confidence. It’s one of the single most effective ways to boost your delivery, and thus
your presentation.
Think positive thoughts. Make a SWOT analysis to boost your self-confidence. Work on your body
language and stance.
A confident speaker is way more effective at how to give a presentation than one who isn’t, and this is
true at job interviews, meetings, and negotiations.

15. Get Psyched

Sometimes the best way to get over those nervous jitters is to get yourself psyched.

Consider workouts, for example. How to get over that lazy feeling and get yourself to the gym? Think
of the beach, think about how you’d like to look, play some heavy metal or hip hop.
Likewise, figure out what gets you pumped and excited before entering onstage. Music almost always
helps, as does a bit of private dancing in an empty room. Maybe make faces at yourself in a mirror to
immediately. Think of the post-show party after your presentation is over.
Invigorating yourself with these common routines is sure to prepare you for any type of
presentations—including job interviews!

16. Focus on the Core

A great presenter may have many illustrious stories to help the audience understand the gist of the
show.
However—
If you don’t use storytelling correctly, you’re liable to go off on tangents which will lose the audience.
More disastrously, it could make you lose your own train of thought.
So, when you’re more of a beginner, focus on your core topic, and don’t stray far from its message.
As you get more confident, you’ll be able to step further and further with your storytelling.
An added bonus: your presentation will be short, sweet, and over that much faster.

17. Engage an Audience Member

We’ve talked about connecting with the audience before, but this presentation trick works wonders,
too.
Is everyone staring too intently at you and you are starting to get freaked out?
Turn the attention onto someone else for a moment to help you recollect yourself.
Perhaps make a joke about how your partner (“sitting right over there”) just ran three red lights to get
you there on time. Or, if you’re on a panel, maybe you could give praise to that academic award your
colleague behind you just earned.
Whichever way you do it, all eyes look away, giving you an instance to get your head right.
But be careful and always get permission! You don’t want to embarrass someone or say something
not meant to be revealed just so you can have a 15-second reprieve. Always ask in advance.

18. Breathe
Breathing is so involuntary and commonplace that you likely wouldn’t consider it to be a potential
presentation booster.
However, with the right breathing techniques, you can definitely lower your stress and anxiety,
whether it’s on stage or at an interview.
Danny Penman, Ph.D. tells Psychology Today:
Momentary stress causes the body to tense and you begin to breathe a little more shallowly. A shallow
breath lowers oxygen levels in the blood, which the brain senses as stress. Breathing then becomes a
little faster and shallower. Oxygen levels fall a little more. The heart begins to race. The brain feels a
little more stressed. It's a vicious circle.Danny Penman
Snap yourself out of that loop of despair by practicing some breathing exercises.

19. Reappraise Anxiety as Excitement

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 I used to always be nervous going to work each morning. Around the same time, I would also want to
use the restroom.
That needing-to-go feeling always felt associated with nervousness. However, when I told myself that
this feeling was just a normal morning urge, rather than anything to do with work—boy did that help!
As a Harvard study theorizes, you can use reappraisal of anxiety to help with presentations, as well:
“Individuals can reappraise anxiety as excitement using minimal strategies such as self-talk (e.g.,
saying “I am excited” out loud) or simple messages (e.g., “get excited”), which lead them to feel more
excited, adopt an opportunity mind-set (as opposed to a threat mind-set), and improve their subsequent
performance.”
Now, when I go to work each morning, I’m excited.

20. Mingle Beforehand

You were probably going to shake hands and chit-chat with audience members after the show’s over,
depending on the intimacy and nature of the venue.
However—
Mingle with them beforehand, as well. For those of you who might be afraid of public speaking,
chatting face-to-face with members of the crowd turn them from big, scary monsters to people just like
yourself.
Even if you’re just generally nervous about public speaking, getting a few smiles and handshakes
prior adds a “temporary friend” in the audience for you—sure to put you more at ease than if everyone
were complete strangers.

21. Arrive Extra Early

You might have planned to arrive a few minutes early anyway, right?
However—
It’s not enough.
There are likely dozens of things you can’t or won’t account for, from the projector malfunctioning to
crazy feedback on the mic to curtains that just won’t recede.
While you don’t have to account for everything that could go wrong, it’s best to give yourself extra
time just in case. And, hey, if everything is fine for you, then you just get a few extra minutes to relax
yourself and rehearse once more.

22. Exercise
One of the best ways to have a relaxed demeanor and attitude right before a presentation is to
exercise. Regular exercise is proven to reduce anxiety and stress, too.
Go for a brisk walk for 10–15 minutes, or do a few bicep curls. Like a shot of whisky, it’s sure to take
the edge off. It’s just healthier and safer.
However, don’t go too hard—you don’t want your shirt to have visible pools of sweat.

23. Sit In on Other Presentations

Aside from your own public speaking and presentations, what better way to improve your
presentations than by watching others?
Don’t just watch anybody, of course.
Find a person or two whose presentation skills you absolutely adore. Whether they’re online or at
your local town hall, watch closely and take notes on what makes them such a compelling presenter.
This brings us to the next step—

24. Learn From These TED Talks (Videos)

Watch others and follow the best presentation practices to improve your skills. This means
having active listening skills when your audience asks specific questions.
Here are some more presentations on how to give rousing presentations (how meta is that?):

 Giving Presentations Worth Listening To

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  TED's secret to great public speaking
 The surprising secret to speaking with confidence
 How to sound smart in your TEDx Talk
 The secret structure of great talks
 The science of stage fright (and how to overcome it)
These TED Talks give some great ideas on improving presentation skills, boosting confidence, and
reducing stage fright.

25. Don’t Give Up!

As you continue to present and practice presentation skills training, you’ll get more and more
comfortable. Your confidence will increase as your shyness and hesitance withers away.

On top of that, you’ll begin to learn what works for you and what pre-presentation rituals you should
avoid.
Finally, you won’t get the practice you need if you don’t continue presenting!

Component /elements of a successful presentation

Here are 12 elements of a successful presentation that you may consider when creating your own:

1. Thorough preparation

One important element of a successful presentation is thorough preparation and ensuring that you
tailor your presentation toward your audience and its needs. A presentation for a group of financial
executives, for example, is likely to differ from one for a community environmental group. Research
and preparation can help you create a presentation that appeals to the right audience. Also, if you're
pitching a product or service, it's important to study your product and its competitors, which allows
you to display expertise on your topic.

2. Rehearsal material

Rehearsing your material is an important step for any presentation and has several benefits:

 Allows you to eliminate unnecessary information that may distract your audience
 Uncovers issues with your content or equipment before presenting in front of others
 Reduces stress
 Increases confidence

Consider practicing your presentation in front of a mirror, recording yourself with a video camera or
voice recorder or asking friends or family members to listen. This allows you to receive immediate
feedback and eliminate unnecessary information. If possible, practice your presentation with the
equipment you plan on using in front of your audience to familiarize yourself with the technology you
want to use.

3. An effective hook

An engaging start to your presentation helps you quickly build rapport and connect with your
audience's emotions. A hook to begin your presentation may include a surprising statistic or fact,
interesting quotation, relevant question, joke or story. Whatever hook you choose, it's important to
ensure that it clearly connects to your content.

4. Clear objective and agenda

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A clear objective and agenda help you effectively outline your presentation and avoid any unnecessary
information. Some presenters may choose to share their objective and agenda with their audience,
which allows them to easily follow a presentation's narrative arc and understand how each section
relates to the main topic. Consider determining your objective and agenda early in your preparation
process.

5. Story-like structure

Most effective presentations have a clear beginning, middle and end. It's important to maintain a
simple structure in your presentation but vary the technical language of your information according to
your audience. Tailoring statistics, stories and product demonstrations to the experience level of your
audience allows your information to remain understandable and relevant.

6. Audience engagement

Whenever possible, it's important to involve your audience members in your presentation. Here are a
few of the most common audience engagement strategies for a presentation:

 Use audience polls: Whether you are presenting online or in person, a poll is a great way to
determine audience interest and receive feedback on your topic.
 Ask direct questions: Asking direct questions helps build rapport with your audience and
naturally builds interest in your subject matter.
 Make eye contact: Direct eye contact creates a bond between you and your audience. This
also fosters a more conversational format that an audience might appreciate.
 Interactive activities: Activities, such as trivia or other team-based games, allow audience
members to use your information to solve problems and collaborate. This can create a fun
environment that makes your presentation memorable.

7. Effective delivery

An effective presentation delivery can keep your audience engaged. Some effective delivery
techniques you can practice include:

 Slowing down: Consider speaking more slowly or adding pauses into your presentation if your
material is new to an audience. This technique allows an audience to absorb and understand the
information you present without getting overwhelmed.
 Avoiding monotone: Another effective presentation technique is varying the pitch and volume
of your voice to emphasize keywords and main ideas.
 Pacing yourself: It's important to maintain a proper pace when presenting to avoid either
overwhelming your audience with a fast pace or boring your audience with a slow pace.
Practicing in front of other prior to your presentation can help ensure proper pacing.
 Using positive language: Positive language and phrasing can help maintain audience
engagement and participation. This also helps to create a more enjoyable atmosphere for an
audience.
 Simplifying your material: A presentation that is straightforward, focused and avoids using
complicated sentences or excessive statistics helps keep your audience engaged.
 Adding humor: A humorous story, comment or joke can help foster a positive mood and relax
your audience.
 Using notes, not scripts: Reading from a script may feel impersonal, so simple notes are a
great way to maintain pacing and focus throughout your presentation.

8. Multimedia tools

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Slideshows or video presentations can be effective formats that maintain audience engagement, but it's
important to follow certain tips to optimize your presentation. Here are some tips you can follow to
create effective slideshows or videos:

 Write short, simple lines of text rather than large paragraphs.

 Include large text font that's easy to read for all members of an audience.
 Use visual aids, such as pictures, whenever relevant to your topic.
 Incorporate animation sparingly, as it may distract from your presentation if used too much.
 Allocate a certain amount of time for each slide you present so your audience has time to read
each one.

9. Contact information

Consider including your contact information, such as your phone number or email address, at the end
of your presentation so audience members can request further information or ask questions after your
presentation's conclusion. Prominently displaying your contact information is especially important
when you're presenting at a conference or other professional event, as you can develop professional
networks from these types of events.

10. Call to action

A clear call to action can help an audience engage with your presentation even after it ends. Effective
calls to action often motivate your audience to act upon the information you presented or invite your
audience into the next step of the process. Common calls to action include inviting audience members
to buy a product, subscribe to a newsletter, learn more about a topic or join a group.

11. Comfortable setting

If you are conducting an in-person event, ensure that your presentation space has comfortable seating
for your audience. When your audience is comfortable, they can focus on you and your material. If
you're presenting in an unfamiliar place, consider requesting to see the presentation space beforehand
and brainstorming ways to optimize its layout.

12. Question-and-answer session

A question-and-answer session with your audience can occur repeatedly throughout your presentation
or as a separate session at the end of your presentation. Whichever method you choose, consider
following these tips to optimize your question-and-answer session:

 Inform your audience about the time in which they can ask questions at the beginning of your
presentation.
 Repeat questions for the benefit of all audience members.
 Involve the audience by asking for their opinions on certain questions.
 Spend time prior to your presentation preparing answers to commonly asked questions.
 Remain updated on current issues related to your topic.

Meaning and Definitions of Group Dynamics

The term ‘group dynamics’ means the study of forces within a group. Since human beings have an innate
desire for belonging to a group, group dynamism is bound to occur. In an organization or in a society, we
can see groups, small or large, working for the well-being.
The social process by which people interact with one another in small groups can be called group
dynamism. A group has certain common objectives & goals. Because of which members are bound
together with certain values and culture.
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Importance of Group Dynamism

1. Firstly, a group can influence the way the members think. The members are always influenced by
the interactions of other members in the group. A group with a good leader performs better as
compared to a group with a weak leader.
2. The group can give the effect of synergy, that is, if the group consists of positive thinkers then its
output is more than double every time.
3. Group dynamism can furthermore give job satisfaction to the members.
4. The group can also infuse the team spirit among the members.
5. Even the attitude, insights & ideas of members depend on group dynamism. For example, negative
thinkers convert to positive thinkers with the help of the facilitator.
6. Also, if the group works as a cohesive group, the cooperation and convergence can result in
maximization of productivity
7. Furthermore, group dynamism can reduce labor unrest. Lastly, it reduces labor turnover due to
emotional attachment among the group members.

Stages of Group Development

The following are the five stages of group development

1. Forming
2. Storming
3. Norming
4. Performing
5. Adjourning

 Little Agreement
Forming  Unclear Purpose
 Guidance & Direction

 Conflict
Storming  Increased clarity of Purpose
 Power Struggles

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  Agreement & Consensus
Norming  Clear Roles and Responsibility
 Facilitation

 Clear Vision and Purpose

Performing  Focus on Goal Achievement
 Delegation

 Task Completion
Adjourning  Good feeling about Achievement
 Recognition

Speech Skills and Speech Terminology for Speech Lessons

The Speech Skills You Need to Know to Speak Well

This list of speech skills and speech terminology is part of the Speak for Success Course, a series of
five speech lessons designed to help you shape up your speech so you will sound more professional.

Many of us have mastered the business look. We know how to dress for success and pride ourselves
on our professional manners. We know how important a smile is and all those little niceties of
business exchanges such as how to present a business card properly. We're on top of our game - but
we have sloppy speech habits that undermine our polished appearance and give potential clients and
customers messages we didn't intend to send. How can you trust someone that looks like one thing but
says another?

In this sense, the Speak for Success course is about completing the package, making sure that our
speech matches our appearance and finishes off the job of impressing our customers with our
professionalism.

Be aware that the Speak for Success course is not about learning English. It's about speaking English
better so you can better communicate with others.

Below is a list of the various speech skills and problems covered in the course. For your convenience,
this list of speech skills and terminology includes reference to the Speak for Success Speech Lesson
each skill or term is a part of, as well as definitions of each term.

Speech Skills

Clarity – Speaking clearly so as to be understood by your audience. Clarity is composed of several

different related speech skills including projection, enunciation and pace.

Projection – Speaking loudly enough so that every member of the audience can hear what is said.
(Projection is part of every speech lesson.)

Enunciation – Fully pronouncing each syllable of each word with the proper emphasis

Pronunciation – Correctly pronouncing each word. (Practicing pronunciation is part of every speech
lesson in the course.)

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Expression – Speaking with vocal variety and vitality so that the audience remains interested. The
associated speech problem is speaking in a monotone - a real communication killer.

Pace – Speaking at a rate that is comfortable for the audience to hear and comprehend.

Fillers – Using meaningless words or sounds that distract the audience. "Um", "ah" and "you know"
are especially common in North America

Slang – Informal language that is specific to a particular group. If you're not part of that particular
group, though, you have no idea what the meaning is

Buzzwords – Words or phrases that sound important but have become meaningless through repetition.
For example, in business "game changer" and "think outside the box" have been used to death.

Acronyms – Sets of initials used as shorthand to refer to particular phrases (such as CEO for Chief
Executive Officer).

Active Listening – Participating in the act of communication by paying attention and letting the
speaker know that you’re paying attention through activities such as mirroring and rephrasing.

Stance – Presenting and maintaining an appropriate posture to facilitate communication.

Eye-contact – Looking the person or people you're speaking to in the eye for an appropriate length of
time. When speaking to an audience of more than one, it’s important to make eye contact with as many
individual members of the audience as possible.

The 15 Commandments of Effective Communication

Human beings are social creatures. It is impossible to live without interacting with fellow human
beings. You get raised by a family, go to school where you have to interact with fellow students and
teachers, and have to interact with other people in society.
In the course of your day to day life, you have to interact with your coworkers, clients, other
commuters, shop attendants, and so on. All these interactions would be impossible without
communication. With communication being such an essential part of life, it is important to ensure that
you are an effective communicator.
Without the ability to communicate effectively, you will have a hard time succeeding in any social
undertaking, whether that is acquiring a job and keeping a job, getting investors for your project,
impressing your crush or meeting your in-laws.
To help you become better at communication and therefore improve the quality of your social and
professional interactions, we take a look at the 15 commandments of effective communication that you
should always keep in mind.

1. BE A GOOD LISTENER
The first commandment of effective communication is listening. You cannot communicate effectively
if you do not know what your audience wants or needs. You cannot put yourself in their shoes to see
things from their perspective. Therefore, it will be difficult to sway their opinions since it will be
obvious that you do not understand what they are saying and are just preaching at them.
Listening has been identified by the United States Department of Labor Secretary’s Commission on
Achieving Necessary Skills (SCANS) as one of the key five competencies and three foundational
skills necessary for people coming into the workforce. Listening skills enable employees to build a

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 good rapport with their employers, managers, coworkers, and clients, which in turn enables them to
more effectively communicate in the workplace environment. Below are some tips on how to become
a better listener:

 Maintain eye contact with the person speaking.

 Do not interrupt.
 Don’t fidget – it’s distracting, rude, and implies you are impatient or have better things to do.
 Listen to understand, not just to respond.
 Read the speaker’s body language, facial expressions, and other non-verbal cues.
 Control your emotions – don’t let you anger, fear, or worry distract you from listening.
 Put aside your bias or prejudice against the speaker as it will interfere with your ability to listen.

2. CLARIFY YOUR IDEAS BEFORE YOU COMMUNICATE THEM

Before any word comes out of your mouth, take a moment to think. A systematic analysis of your idea
simplifies and clarifies it. Communication planning is a critical step that many people often skip,
which is why their interactions don’t turn out well.
Winging it may look badass in the movies, but in real life, that is how you ruin interviews, business
negotiations, job applications, articles, speeches, announcements, appeals for donations from well-
wishers, and so on.
Before you start communicating something, take a moment to think about what you want to say and
ask yourself the following questions:

 What is my message?
 What do I want to achieve from this communication?
 How do I want my audience to react to my message?
 Who am I speaking to and what is the best way to communicate to them so that they understand me
and react how I want them to?

3. PRACTICE EMPATHY
Empathy is one of the key abilities that are used to gauge emotional intelligence. According
to TalentSmart, 90% of top performers have high EQs and EQ is responsible for 58% of an
employee’s job performance.
Empathy in communication is the ability to understand your audience, their emotions, and possible
reactions to your message, attitudes, history, and any other information about them that will enable
you to craft your message in a way that will not offend them that they will understand, and that will
win them over to your ideas.
When communicating, you should use empathy to predict how your audience will feel when you
communicate your message to them. You can then plan the best words and approach to use in your
message so as to avoid antagonizing your audience.
If you can see the world through their eyes, you can communicate in a way they can relate to, and you
will be able to influence their reactions to your message.
Below are some questions you should ask yourself in order to infuse your communication with
empathy:

 Who is my audience?
 What are their beliefs or attitudes?
 What is their history?
 What is our relationship?
 How do they perceive me?
 How are they likely to react to my message?

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 4. CONSIDER THE CONTEXT
Context is the setting in which the communication happens. It may be formal or informal. It includes
other dimensions such as the environment, the social activity, the goals of the group, the individuals
involved and their relationships, the social dynamics, and so on.
All these are things you should keep in mind when communicating. Ignoring context when
communicating is committing communication suicide. Imagine, for instance, talking to your boss and
having a conversation that goes something like this.
You: “Yo, what’s happening?”
Boss: “I am quite fine, thank you. You are late.”
You: “It’s alright, don’t worry about it. I am here now, ain’t I?
Boss: Why were you late?
You: “I was at a party till late in the night, guess I didn’t hear my alarm this morning.”
What do you think will happen here? Of course you are going to get fired, or at least get a warning. If
this was your co-worker, with whom you are working at the same level, there would be nothing wrong
with the above conversation. Communicating this way to your superior, however, is career suicide.
This shows the importance of context; you don’t talk to your boss the way you talk to your co-worker.
Apply this rule to all every time you communicate and you will see a tremendous improvement in your
communication.
Below are a few pointers on how to use context in communication.

 Consider the physical context: for instance, how you talk to your co-worker at the office is not how
you talk to them if you meet in a club. How you give a speech in a public square is not how you would
give it in a church.
 Consider the social dynamics: for instance, talking to a married couple is not the same as speaking to
siblings.
 What activity is taking place: how you talk to your co-workers in the office is not the same as how
you talk when your office goes out for a teambuilding exercise.
 Consider the chain of command or authority: know who to accord the highest respect. Respect has
levels – that’s why the conversation above is appropriate for a co-worker but disrespectful to a
superior.

5. BE CONCISE
One of the cardinal sins people commit when communicating is being long-winded. While the popular
notion that our attention spans in the smartphone era are now shorter than a goldfish’s is being busted
as a myth, it is no secret that no one is fond of circumlocution, especially when the speaker or writer is
padding his message with unnecessary words to hide the shallowness of his ideas.
Effective communication should be carried out swiftly. Always aim to get straight to the point and you
will have no problems. Conciseness is the basis of clarity, provided you provide all the important
details.
Below are some tips that will help you become more concise in your communication:

 Know what you want to say before you say it.

 Identify the most important components of your message, those that cannot be left out.
 Identify keywords that carry enough weight to communicate whole ideas so you don’t have to keep
repeating yourself. You can define these keywords for your audience.
 Control your urge to go off on tangents, for instance telling a story that is not related to your message.
 Where your message can be quickly encoded in an anecdote, proverb, or poem, do it.
 Where possible, discourage your audience from posing questions before you are through passing your
message. This depends on context: while you can enforce this while giving a speech, it would not be
possible in an informal conversation and might even appear presumptuous.

6. GIVE THE OTHER PERSON A CHANCE TO SPEAK

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 Communication is a two way process. You don’t want your audience to think you are lecturing them
(unless the context is a lecture hall, with you being the lecturer). When people have no voice in a
communication, they become defiant, bored, or apathetic.
According to a study on allocation of speech in conversation, listeners can cause a rambler to stop
monopolizing a conversation by being quiet.
So next time you are hogging a conversation and realize that your conversation partner is unusually
quiet, it’s time to pull them back in with a query for feedback.
Below are examples of questions you might ask to urge you partner to get involved in the
conversation.

 “What do you think?”

 “What’s your opinion on the matter?”
 “That’s my point of view, what is yours?”
 If it’s an email or other written communication you can add this at the end:
 “I look forward to your response.”
 “I am interested to hear your reaction.”

7. BE RESPECTFUL
Communication cannot prosper in an environment of distrust and rudeness. Respect is the fresh air that
ensures a healthy relationship between you and your audience, facilitating effective communication.
Respect shows that you value the other person. Here are some tips on how to be respectful when
communicating.

 Acknowledge your audience. Don’t just barge in. Say hello if it’s a face-to-face meeting. Start with a
salutation, if it is an email.
 Don’t use sarcasm or cutting remarks.
 Practice empathy. Know what will hurt their feelings and avoid saying it. Tact and grace are the
keywords.
 Ask for their feedback to show you value their opinion.
 Use the most acceptable language in that particular context.
 Do not use vulgar words.
 Know what is appropriate and inappropriate – for instance, knowing when something you want to
say is sexist or racist or simply inappropriate given your relationship with the person.

8. DON’T GIVE UNSOLICITED ADVICE

This is one of the hardest commandments to keep. Everyone believes their point of view is the best
possible way of perceiving the world. Since everyone is unique, there are lots of points of view going
around.
Naturally, disagreements are inevitable. If you want to be a successful communicator, keep your “free
advice” to yourself, unless the context demands it or your audience asks for it. An example of a
context that requires advice-giving is a lecturer with his students or a parent with her child.
Unsolicited advice is often unwelcome and people do not usually pay any attention to it, though they
might nod and say it’s brilliant.
Following this rule will require serious impulse control. Your entire body might be willing you to
“throw in your two cents”, but ignore it. Focus on the big picture; communicating your message
effectively and getting the reaction you desire.

9. CREDIBILITY IS NON-NEGOTIABLE
In their book Made to Stick, authors Chip and Dan Heath list seven core principles that you can use to
make your idea/message sticky/viral/appealing. One of these principles is credibility.
A credible idea is one which your audience will believe to be true. If an idea appears untrue, audiences
will shun it.

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 If your aim is to win over your audience or, influencing them to adopt your point of view, you should
carefully work on your message and presentation to ensure it comes across as truthful. Below are some
tips on how to make your message more credible:

 Pepper your presentation with statistics and facts. In addition to helping you give more convincing
arguments, this will show that you did your research. When people see that you came prepared, they
are more likely to trust you.
 Where appropriate, add personal anecdotes to make the message appeal to your audience on an
emotional level. It makes them trust you, root for you, and want to be on the same side as you. It also
injects a raw authenticity to your message, which is golden when it comes to effective communication.
 If you have relevant credentials, ensure your audience is aware of them. For instance, you are
more likely to trust a nutritionist who tells you certain foods are unhealthy than a plumber who says
the same thing.
 Build authority in your topic, so whenever you say something related to the topic, people will trust
what you say. This is a long-term strategy.

10. APPEAL TO EMOTION

Another of the seven principles for making ideas viral as presented by Dan and Chip Heath is emotion.
Emotion (pathos) is also one of three modes of persuasion, together with logos (logic) and ethos
(authority), as identified by Aristotle.
Appealing to emotion can at times feel manipulative, but it is often effective and even necessary. Case
in point: if two people give a speech and one uses dry facts and the other humanizes his speech with
stories from his own life, who is the audience more likely to relate with?
If you guessed the latter, you are absolutely correct. While facts intimidate and awe us, emotions
connect us with the speaker. Use the following tips to inject some emotion in your communication.

 Tell stories. Stories touch us on a deeper level than facts ever can and make us relate with the
message.
 Use empathy to demonstrate how well you understand their point of view. When you show people
that you understand how they feel, they are more inclined to give you an ear – the best orators know
and practice this technique.
 Use examples or anecdotes from your personal life to humanize yourself and make you relatable
to your audience. When they can understand who you are, they are more likely to trust your opinion.
 Use metaphors, similes, and other stylistic devices to make your message come to life in your
audience’s mind. If you can paint a picture with words, people will remember your message more
vividly and will relate easily to it.

11. BE SINCERE
In your endeavour to attain the results you desire from any communication, it is easy to forget the big
picture and tell your audience what they want to hear. This is definitely manipulation.
Manipulation may work in the short term, but once people realize you were toying with their minds,
they will be repelled by your methods and you lose all credibility. You can see how this plays out in
advertising and politics, and how audiences react after it becomes apparent they were being
manipulated by cunning operators.
If your message is of real value, trust that it will appeal to your audience without any need for lies and
misinformation. If you want to come across as sincere, you should:

 Fact-check the information you pass on to your audience. If it is revealed that your message is
based on false information, your credibility will be thrown into question and the validity of your entire
message nullified.
 Be truthful when you are delivering bad news. Do not water it down. Be clear, and do not beat
around the bush. Provided you are tactful, the truth is always better than a half-truth.
 Be genuine when apologizing. People can sense when you are putting on an act. The same is true for
when you express gratitude.
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 Avoid using excess flattery. Give genuine compliments and people will like you. Flattery might seem
charming in the moment, but it often leaves a bad after-taste and makes you seem untrustworthy.

12. PRACTICE POSITIVITY

Nobody likes to be continuously criticized. If you see only that which is wrong with your audience,
you will put them off. You may not even voice your thoughts, but people will sense what you think
about them through your body language.
Before you communicate your message, ensure you are not feeling or thinking negative things about
the person you are communicating with.
This will prevent you from conveying your negative energy through your body language, other non-
verbal cues, tone of voice, and choice of words.
You should also avoid sarcastic remarks. Instead, think of something you do like about the person you
are communicating with and share it with them as a compliment.
If you disagree with the other person, try to find common ground where possible. Above all, craft your
message in a way that is not offensive to the other person.

13. CONTROL YOUR EMOTIONS

Emotions are a double-edged sword. On one hand, when you are passionate, people will give you their
attention and trust you. On the other, if you lose control, you might say or do the wrong thing and
antagonize them.
Before speaking, take a pause to collect your thoughts if you realize you are emotionally riled up.
Know which emotions are appropriate for the context. For instance, sorrow would be misplaced when
giving a speech oration at a wedding, as would be joy at a funeral.
If you find yourself starting to get worked up, breathe in and out slowly, and speak very slowly. Being
deliberate in this way will help you regain control of your body and mind.

14. BE MINDFUL OF THE NONVERBAL CUES YOU CONVEY

Nonverbal cues such as tone of voice and body language are key for effective communication.
However, they can also be a double-edged sword.
If not controlled, they can convey emotions you would wish to keep to yourself. Below are some tips
on how to enhance your communication with nonverbal cues.

 Use facial expressions like smiles, grimaces, winks, and glares where appropriate.
 Nod or shake your head to emphasize certain points.
 Use hand gestures sparingly. Hand gestures can be powerful if used at the right time, but sometimes
speakers gesticulate absent-mindedly, which distracts the audience.
 Avoid pacing as it is distracting.
 Change your tone of voice to add drama to your presentation – for instance lowering your voice or
suddenly shouting for effect.
 Maintain an upright posture. Do not slouch.
 Be mindful of your emotions to avoid betraying negative feelings with your nonverbal cues.

15. KNOW WHEN TO BACK DOWN OR COMPROMISE

Sometimes when communicating your message, the feedback the other person gives may influence an
alteration of your opinion. In such a situation, do not be ashamed to back down or to adjust your
opinion to accommodate the new information.
For instance, when you realize the person you are communicating with has a better argument, let them
know that their point of view makes sense and ask them to clarify further. Ask questions to confirm
that their point of view truly is better than yours.
Once you are convinced that they have the better argument, graciously let them know you have
decided their opinion is the better one. If you do not wholly agree with their opinion, point out the
parts you do not agree with, and work together to formulate a better overall argument.

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EFFECTIVE SPEAKING GUIDELINES

1. Nervousness Is Normal. Practice and Prepare!

All people feel some physiological reactions like pounding hearts and trembling hands. Do not
associate these feelings with the sense that you will perform poorly or make a fool of yourself. Some
nerves are good. The adrenaline rush that makes you sweat also makes you more alert and ready to
give your best performance.

The best way to overcome anxiety is to prepare, prepare, and prepare some more. Take the time to go
over your notes several times. Once you have become comfortable with the material, practice—a lot.
Videotape yourself, or get a friend to critique your performance.

2. Know Your Audience. Your Speech Is About Them, Not You.

Before you begin to craft your message, consider who the message is intended for. Learn as much
about your listeners as you can. This will help you determine your choice of words, level of
information, organization pattern, and motivational statement.
3. Organize Your Material in the Most Effective Manner to Attain Your Purpose.
Create the framework for your speech. Write down the topic, general purpose, specific purpose, central
idea, and main points. Make sure to grab the audience’s attention in the first 30 seconds.
4. Watch for Feedback and Adapt to It.
Keep the focus on the audience. Gauge their reactions, adjust your message, and stay flexible.
Delivering a canned speech will guarantee that you lose the attention of or confuse even the most
devoted listeners.

5. Let Your Personality Come Through.

Be yourself, don’t become a talking head—in any type of communication. You will establish better
credibility if your personality shines through, and your audience will trust what you have to say if they
can see you as a real person.
6. Use Humor, Tell Stories, and Use Effective Language.
Inject a funny anecdote in your presentation, and you will certainly grab your audience’s attention.
Audiences generally like a personal touch in a speech. A story can provide that.
7. Don’t Read Unless You Have to. Work from an Outline.
Reading from a script or slide fractures the interpersonal connection. By maintaining eye contact with
the audience, you keep the focus on yourself and your message. A brief outline can serve to jog your
memory and keep you on task.
8. Use Your Voice and Hands Effectively. Omit Nervous Gestures.
Nonverbal communication carries most of the message. Good delivery does not call attention to itself,
but instead conveys the speaker’s ideas clearly and without distraction.
9. Grab Attention at the Beginning, and Close with a Dynamic End.
Do you enjoy hearing a speech start with “Today I’m going to talk to you about X”? Most people
don’t. Instead, use a startling statistic, an interesting anecdote, or concise quotation. Conclude your
speech with a summary and a strong statement that your audience is sure to remember.
10. Use Audio visual Aids Wisely.
Too many can break the direct connection to the audience, so use them sparingly. They should
enhance or clarify your content, or capture and maintain your audience’s attention.
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WHAT IS BODY LANGUAGE?

While the key to success in both personal and professional relationships lies in your ability to
communicate well, it’s not the words that you use but your nonverbal cues or “body language” that
speak the loudest. Body language is the use of physical behaviour, expressions, and mannerisms to
communicate nonverbally, often done instinctively rather than consciously.

Whether you’re aware of it or not, when you interact with others, you’re continuously giving and
receiving wordless signals. All of your nonverbal behaviours—the gestures you make, your posture,
your tone of voice, how much eye contact you make—send strong messages. They can put people at
ease, build trust, and draw others towards you, or they can offend, confuse, and undermine what
you’re trying to convey. These messages don’t stop when you stop speaking either. Even when you’re
silent, you’re still communicating nonverbally.

In some instances, what comes out of your mouth and what you communicate through your body
language may be two totally different things. If you say one thing, but your body language says
something else, your listener will likely feel that you’re being dishonest. If you say “yes” while
shaking your head no, for example. When faced with such mixed signals, the listener has to choose
whether to believe your verbal or nonverbal message. Since body language is a natural, unconscious
language that broadcasts your true feelings and intentions, they’ll likely choose the nonverbal
message.

However, by improving how you understand and use nonverbal communication, you can express what
you really mean, connect better with others, and build stronger, more rewarding relationships.

The importance of nonverbal communication

Your nonverbal communication cues—the way you listen, look, move, and react—tell the person
you're communicating with whether or not you care, if you're being truthful, and how well you're
listening. When your nonverbal signals match up with the words you're saying, they increase trust,
clarity, and rapport. When they don't, they can generate tension, mistrust, and confusion.

If you want to become a better communicator, it's important to become more sensitive not only to the
body language and nonverbal cues of others, but also to your own.
Nonverbal communication can play five roles:
 Repetition: It repeats and often strengthens the message you're making verbally.
 Contradiction: It can contradict the message you're trying to convey, thus indicating to
your listener that you may not be telling the truth.
 Substitution: It can substitute for a verbal message. For example, your facial expression
often conveys a far more vivid message than words ever can.
 Complementing: It may add to or complement your verbal message. As a boss, if you pat
an employee on the back in addition to giving praise, it can increase the impact of your
message.
 Accenting: It may accent or underline a verbal message. Pounding the table, for example,
can underline the importance of your message.
 What is Body Language?
 Before we talk about why is body language important in communication, let’s first find out
what body language is. A host of non-verbal cues and signs make up our body language.
Examples include facial expression, body movement, tone of voice, and gesture in
communication. Knowing how to read and interpret these signs is vital in communication.
 Body language assists us in understanding and decoding what the person is saying. That is the
importance of body language. It also helps us to interpret others’ moods and emotions.
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 Moreover, it enhances our conscious understanding of people’s reactions to what we say and
how we say it.
 Why is Body Language Important in Communication?
 Now that you know what body language is, let’s jump into why is body language important in
communication? Have you ever seen a band of chimpanzees in a forest? Notice how they use
body language and non-verbal cues as a mode of communicating? It is impressive, considering
they get the message passed even though they can’t verbally speak.

 Likewise, human beings also use body language while communicating along with verbal
language. For instance, your body language illustrates your confidence in the business world. It
is an expression of commitment in more ways than you realise. And the importance of body
language lies in the manner that impacts your personal brand.
 Moreover, how you present yourself is important. Keep your body language positive, whether
it’s a job interview, casual meeting, or first date. Keeping a positive body language suggests
that you are approachable, attentive, and open to new ideas. Our use of body language in
communication is often unconscious. But, an improved posture will give the impression that a
person is focused and interested.
 If a speaker gives off negative body language, then the audience is more likely to lose interest
in what he is saying. And the importance of the presented information will not be perceived no
matter how engaging the speech is.
 Different Types of Body Language in Communication
 Now that you know why is body language important in communications let’s look at some of
the body language we use. These are key to effective communication in our daily life. Different
types of body language in communication include,

 Facial Expressions
 The human face can convey countless emotions without saying a word. It is extremely
expressive. And facial expressions are universal, unlike some forms of non-verbal
communication. For instance, the facial expression of happiness, sadness, fear, and disgust are
the same across cultures.

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  Body Movement & Posture
 Have you ever considered how your perception of people is affected by the way they sit, walk,
or stand? The way a person moves or carries themselves communicates a wealth of emotions to
the world. Your posture, bearing, stance are some prominent types of non-verbal
communication.

 Gesture
 The fabric of our daily lives is woven by gestures. Sometimes, we use our hands when arguing
or speaking animatedly. We wave, point or beckon at something or somebody. This is how we
express ourselves with gestures without thinking. Regardless, the meaning of some gestures is
different in different cultures.

 For instance, the “OK” sign made with the hand is considered offensive in countries such as
Germany, Russia, or Brazil. However, the OK sign usually conveys a positive message in
English-speaking countries. Therefore, to avoid misinterpretation, it is very important to be
careful of how you use gestures.

 Eye Contact
 An important element of the non-verbal communication mode is eye contact. Because the
visual sense is dominant for most people. How you look at someone can communicate many
different feelings. For instance, you can express inflexion, hostility, interest, or attraction
through eye contact. Moreover, eye contact is important in maintaining the flow of the
conversation. Also, it helps gauge the other person’s interest and response.

 Tone of Language
 Why is body language important in communication? Because communication is not just about
what you say. How you say, it also matters a lot. While your tone might not be considered part
of body language, it is an important aspect of non-verbal communication. People read your
voice tone in addition to listening to your words when you speak.

 Moreover, everyone pays attention to the timing and pace of a speech. Your voice tone and
inflexion, how loud you speak, it all matters. So, use your tone of language appropriately to
indicate sarcasm, anger, affection, or confidence.

Emotions that can be expressed via facial expressions include:

 Happiness
 Sadness
 Anger
 Surprise
 Disgust
 Fear
 Confusion
 Excitement
 Desire
 Contempt

The expression on a person's face can even help determine if we trust or believe what the individual is
saying.

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There are many interesting findings about body language in psychology research. One study found that
the most trustworthy facial expression involved a slight raise of the eyebrows and a slight smile. This
expression, the researchers suggested, conveys both friendliness and confidence.
Facial expressions are also among the most universal forms of body language. The expressions used to
convey fear, anger, sadness, and happiness are similar throughout the world.

Researcher Paul Ekman has found support for the universality of a variety of facial expressions tied to
particular emotions including joy, anger, fear, surprise, and sadness.

Research even suggests that we make judgments about people's intelligence based upon their faces and
expressions.

One study found that individuals who had narrower faces and more prominent noses were more likely
to be perceived as intelligent. People with smiling, joyful expression were also judged as being more
intelligent than those with angry expressions.5

The Eyes
The eyes are frequently referred to as the "windows to the soul" since they are capable of revealing a
great deal about what a person is feeling or thinking.
As you engage in conversation with another person, taking note of eye movements is a natural and
important part of the communication process.
Some common things you may notice include whether people are making direct eye contact or
averting their gaze, how much they are blinking, or if their pupils are dilated.

The best way to read someone's body language is to pay attention. Look out for any of the following
eye signals.

Eye Gaze

When a person looks directly into your eyes while having a conversation, it indicates that they are
interested and paying attention. However, prolonged eye contact can feel threatening.

On the other hand, breaking eye contact and frequently looking away might indicate that the person is
distracted, uncomfortable, or trying to conceal his or her real feelings.6

Blinking

Blinking is natural, but you should also pay attention to whether a person is blinking too much or too
little.

People often blink more rapidly when they are feeling distressed or uncomfortable. Infrequent blinking
may indicate that a person is intentionally trying to control his or her eye movements.7

For example, a poker player might blink less frequently because he is purposely trying to appear
unexcited about the hand he was dealt.

Pupil Size

Pupil size can be a very subtle nonverbal communication signal. While light levels in the environment
control pupil dilation, sometimes emotions can also cause small changes in pupil size.

For example, you may have heard the phrase "bedroom eyes" used to describe the look someone gives
when they are attracted to another person. Highly dilated eyes, for example, can indicate that a person
is interested or even aroused.8
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The Mouth

Mouth expressions and movements can also be essential in reading body language. For example,
chewing on the bottom lip may indicate that the individual is experiencing feelings of worry, fear, or
insecurity.

Covering the mouth may be an effort to be polite if the person is yawning or coughing, but it may also
be an attempt to cover up a frown of disapproval.
Smiling is perhaps one of the greatest body language signals, but smiles can also be interpreted in
many ways.

A smile may be genuine, or it may be used to express false happiness, sarcasm, or even cynicism.9

When evaluating body language, pay attention to the following mouth and lip signals:

 Pursed lips. Tightening the lips might be an indicator of distaste, disapproval, or distrust.
 Lip biting. People sometimes bite their lips when they are worried, anxious, or stressed.
 Covering the mouth. When people want to hide an emotional reaction, they might cover their
mouths in order to avoid displaying smiles or smirks.
 Turned up or down. Slight changes in the mouth can also be subtle indicators of what a
person is feeling. When the mouth is slightly turned up, it might mean that the person is feeling
happy or optimistic. On the other hand, a slightly down-turned mouth can be an indicator of
sadness, disapproval, or even an outright grimace.

Gestures

Gestures can be some of the most direct and obvious body language signals. Waving, pointing, and
using the fingers to indicate numerical amounts are all very common and easy to understand gestures.

Some gestures may be cultural, however, so giving a thumbs-up or a peace sign in another country
might have a completely different meaning than it does in the United States.

The following examples are just a few common gestures and their possible meanings:

 A clenched fist can indicate anger in some situations or solidarity in others.

 A thumbs up and thumbs down are often used as gestures of approval and disapproval.10
 The "okay" gesture, made by touching together the thumb and index finger in a circle while
extending the other three fingers can be used to mean "okay" or "all right."10 In some parts of
Europe, however, the same signal is used to imply you are nothing. In some South American
countries, the symbol is actually a vulgar gesture.
 The V sign, created by lifting the index and middle finger and separating them to create a V-
shape, means peace or victory in some countries. In the United Kingdom and Australia, the
symbol takes on an offensive meaning when the back of the hand is facing outward.

The Arms and Legs

The arms and legs can also be useful in conveying nonverbal information. Crossing the arms can
indicate defensiveness. Crossing legs away from another person may indicate dislike or discomfort
with that individual.

Other subtle signals such as expanding the arms widely may be an attempt to seem larger or more
commanding, while keeping the arms close to the body may be an effort to minimize oneself or
withdraw from attention.

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When you are evaluating body language, pay attention to some of the following signals that the arms
and legs may convey.

 Crossed arms might indicate that a person feels defensive, self-protective, or closed-off.
 Standing with hands placed on the hips can be an indication that a person is ready and in
control, or it can also possibly be a sign of aggressiveness.
 Clasping the hands behind the back might indicate that a person is feeling bored, anxious, or
even angry.
 Rapidly tapping fingers or fidgeting can be a sign that a person is bored, impatient, or
frustrated.
 Crossed legs can indicate that a person is feeling closed-off or in need of privacy.

Posture

How we hold our bodies can also serve as an important part of body language.
The term posture refers to how we hold our bodies as well as the overall physical form of an
individual.

Posture can convey a wealth of information about how a person is feeling as well as hints about
personality characteristics, such as whether a person is confident, open, or submissive.

Sitting up straight, for example, may indicate that a person is focused and paying attention to what's
going on. Sitting with the body hunched forward, on the other hand, can imply that the person is bored
or indifferent.

When you are trying to read body language, try to notice some of the signals that a person's posture
can send.

 Open posture involves keeping the trunk of the body open and exposed. This type of posture
indicates friendliness, openness, and willingness.11
 Closed posture involves hiding the trunk of the body often by hunching forward and keeping
the arms and legs crossed. This type of posture can be an indicator of hostility, unfriendliness,
and anxiety.11

Personal Space

Have you ever heard someone refer to their need for personal space? Have you ever started to feel
uncomfortable when someone stands just a little too close to you?

The term proxemics, coined by anthropologist Edward T. Hall, refers to the distance between people as
they interact. Just as body movements and facial expressions can communicate a great deal of
nonverbal information, so can the physical space between individuals.

Hall described four levels of social distance that occur in different situations.

Intimate Distance: 6 to 18 inches

This level of physical distance often indicates a closer relationship or greater comfort between
individuals. It usually occurs during intimate contact such as hugging, whispering, or touching.

Personal Distance: 1.5 to 4 feet

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Physical distance at this level usually occurs between people who are family members or close friends.
The closer the people can comfortably stand while interacting can be an indicator of the level of
intimacy in their relationship.

Social Distance: 4 to 12 feet.

This level of physical distance is often used with individuals who are acquaintances.

With someone you know fairly well, such as a co-worker you see several times a week, you might feel
more comfortable interacting at a closer distance.

In cases where you do not know the other person well, such as a postal delivery driver you only see
once a month, a distance of 10 to 12 feet may feel more comfortable.

Public Distance: 12 to 25 feet

Physical distance at this level is often used in public speaking situations. Talking in front of a class full
of students or giving a presentation at work are good examples of such situations.
It is also important to note that the level of personal distance that individuals need to feel comfortable
can vary from culture to culture.

One oft-cited example is the difference between people from Latin cultures and those from North
America. People from Latin countries tend to feel more comfortable standing closer to one another as
they interact, while those from North America need more personal distance.
Body Language during Different Professional Interactions

There is a diverse set of body language gestures that are observed. Some of the desirable and
undesirable gestures during different professional settings.

During Interview (For a Candidate)

DO’s

 Remember to nod on entering the room

 Politely look at the interview panel
 Sit only when the interviewer signals
 Sit with a straight posture with arms resting on the legs
 Ensure a direct eye contact
 Respond with conviction

DONT’s

 Entering the room hesitantly

 Lack of eye contact
 Distracting mannerism such as scratching head, shaking leg etc
 Elbows and arms on the table
 Folded arms
 Chin down or raised
 Slouching posture

During a Discussion (For a Manager)

DO’s

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  Professional Attire
 Showing interest and attention
 Respectful posture towards employee
 Eye contact with the employee
 Showing listening intent
 Talking as well as listening to the employee

DONT’s

 Casual attire
 Distracted expression
 No eye contact with the employee
 Talking more than listening
 Interrupting employee often
 Receiving or attending phone calls
 Entertaining external interruptions

During Presentation

DO’s

 Ensuring eye contact with audience

 Effective use of hand gestures and animations
 Makig a visible appearance on the stage
 Head held high, confident and straight posture

DONT’s

 Folded hands
 Looking at only one section of the audience
 Standing still on the stage with no hand gestures or expressions
 Avoiding connection with the audience
 Head down and nervous behavior

During a Group Discussion

DO’s

 Ensuring eye contact withgroup members

 Apeearing interested in others comments
 Using commanding voice and effective content
 Seeking views of the group members by using hand gestures
 Proper attire as per the set up

DONT’s

 Not much eye contact with every member of the group

 Not showing interest when others speak
 Digressing from the point
 Avoiding connection with the audience
 Head down and nervous behavior

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 UNIT 3
TECHNICAL COMMUNICATION
Write a Memo
Whether you’ve had an internal policy change you need to share or you’re spearheading a project that
investors need to know about, a memo is the best way to communicate valuable information within
your organization. Memos are a good way to disseminate such information to your colleagues, tenants,
volunteers, or other internal organization members.
What is a memo?
A memo, short for memorandum, is a way to inform a group of people about a specific problem,
solution, or event. A memo should be brief, straightforward, and easy to read. It informs recipients and
provides an action plan with specific next steps.
You may send a memo as a paper letter, fax, or PDF attached to an email. Although the widespread
use of email essentially replaced memos in many circumstances, memos are still helpful for some
important messages.
What is the purpose of a memo?
Memos are designed for official internal communications of a business or organization. They are
often sent to an entire organization but are also useful for informing a single department, team, or
smaller group of people. Memos disperse necessary information using a simple, easy-to-follow
format.
When to write a memo
You should write a memorandum when you need to relay official business items efficiently. The aim
of your memo should be to inform, bring attention to a problem, or answer a question. The following
purposes are suitable for a memo:
 broadcast internal changes
 disseminate news
 share an upcoming event
 update public safety guidelines
 raise awareness about an issue
 address a problem
 make a request
 share project updates

How to format a memo

If you are sending a memo via email, it should be formatted as a PDF. This retains the style you’ve
applied to the document. Traditionally memos use twelve-point font for the body and fourteen- to
sixteen-point font for the headings. Keep the font and design simple.
A memo should include the following.
 Heading
o To
o From
o Date
o Subject
 Opening statement
 Context
 Call to action and task statement
 Discussion
 Closing
You also have the option to include attachments to support the message you are conveying in your
memo. If your memo is more than one page, you should have a summary to wrap up your points.

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 Write a memo in 8 steps
Memos should always be professional and polite—regardless of the topic you’re introducing. Stay
focused on the facts and actionable plans. You should not use emoji in business memos. Keep it brief,
direct, and clear and include only necessary information.
1 Heading
The heading lists who is receiving the memo, who is sending the memo, the date the memo was
written, and the subject of the memo. You can view how to format this section below.
To: [Recipients’ full names and job titles or department]
From: [Your full name and job title]
Date: [Today’s date]
Subject: [What the memo is about]
Since you addressed the recipients in the heading, there’s no need to include a greeting.
2 Opening statement
This section can be between one and three sentences. The opening statement is where you briefly state
the purpose of your memo. Include only a summary of the most crucial information in this section.
Later you’ll be able to get into the details.
Try starting with, “I’m writing to inform you . . .”
3 Context
In three to ten sentences, provide context. Context is where you let people know what you’re writing
about, why you’re writing them, and any other critical information.
This section may include the following:
 supporting evidence
 why your organization made the decision you’re discussing in the memo
 background information
 a problem statement
 how you found the problem
 important timing or dates
 other key points
4 Call to action and task statement
This section can be either two to three sentences or a bullet-pointed list. This is where you lay out the
next steps for your recipients. Write about what the recipient should do after they read the memo or
how you plan to solve the problem you’ve described.
Try writing, “Please [task you’d like completed] by [due date]” or “I appreciate your cooperation in
this matter.”
5 Discussion
The aim of this portion is to persuade the recipients to follow your recommended actions. Lay out all
of the details that support your ideas, beginning with the most critical information. Give specific
supporting facts, ideas, and research that back up your memo, organizing the information from
strongest to weakest.
6 Closing
The closing section is an opportunity to end your memo on a courteous note. We recommend you
share what you want your recipients to take action on one more time here, as well. Generally, memos
don’t include a farewell. But if you want to have one, make sure to keep it brief.
7 Optional additions
You can include a summary or attachments with your memo if you need to. You should include a
summary if your memo is more than one page. Summaries help recipients more easily digest the
information you’ve shared.
You can place the summary right before your closing statement. A summary may list key
recommendations, a summation of important information, references, methods, or resources you used.
If the information in your memo needs further clarification, you can place it within this section.
Summaries can be a few sentences long or a bullet-pointed list of key information.
Your supplemental information should include any documentation you want to share, such as graphs,
lists, tables, or photos. If you choose to include attachments, include a note about what you’ve attached
below your closing.

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 If you’re sending your memo via email, these additional attachments can be added to your email. If
you send your memo as a letter or fax, include these after the last page of your memo document.
Refer to your attachments as such: “Attached: [name of attachment], [date created].”
8 Revise
Now that you’ve written your memo, it’s time to revise! Follow the steps below to ensure your memo
is as clear and concise as possible. Remember: the shorter, the better.
 Cut out any unnecessary material.
 Clarify your main points.
 Proofread for spelling, grammar, and punctuation mistakes.
 Check your facts and resources.
 Get feedback from a colleague before sending.

Email Writing - Format and Samples

Emails are modern-age letters. This article explains the format of email writing and also gives you
sample emails for students of Class 8 to Class 12 and working professionals.

How to Write an Email?

Email writing is an essential part of professional communication. It is not easy to get people to
respond to your emails if they do not feel interested in your message or proposal. This is exactly the
reason why you should learn to write good emails. Be bold. Get to the point right away. The best email
communication is the one that is simple and clear.
There are a few tips you have to keep in mind when you sit down to write emails. Emails can be casual
or professional, just like informal and formal letters. The format of the email changes according to the
kind of email you are writing. However, accurate grammar and spelling are aspects that are to be taken
seriously.
When you start writing an email,

 Make sure you type in the right email ID. Always check with the receiver for the exact email
address because even a full stop that is not part of the email address can land your email with
the wrong person, or the mail would simply bounce.
 The Subject line is the next most important factor you should carefully consider because that is
the first thing anyone receiving the email would see. It also determines if the receiver would
want to open the mail. ‘The from line is what recipients use to determine whether to delete an
email. The subject line is what motivates people to actually open the email.’ said Loren
McDonald. Spend double the time you spend on drafting the body to draft the subject.
 See to it that your Salutation or Greeting is appropriate to the receiver/s. The greeting builds
a rapport.
 The Body of the email states what the email is about. Be clear with what you want your
receiver to know. Make sure you have everything you want to convey drafted in simple terms.
Do not use colloquial language or long unwinding sentences. Try not to repeat words or use
clichéd terms. Make your message positive, even if you’re turning down an offer. If you have
to follow, do it before they remind you to. Keep it short. Use standard font style and size. Do a
final spelling/grammar check/proofread.
 Finally, Sign off the email on a polite note and proofread it before hitting send. The closing
should feel genuine; only then will the receiver want to respond.

Letter Writing?
Letter writing has been deemed as one of the most useful forms learnt and used for various reasons.
There are several kinds of letters, each of which has its own form and style. However, there are certain
parts of the letter which remain the same. They include:

 Sender’s address
 Date
 Greeting or Salutation
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  Body of the Letter
 Subscription
 Signature
Sender’s Address
The writer’s complete postal address has to be mentioned at the beginning of the letter on the left-hand
side of the paper. This lets the receiver know where you wrote the letter from.
Date
The date is written just below the sender’s address, and It lets the recipient know when exactly the
letter was written. The date may be written in any of the following ways:
4th July 2005
July 4, 2005
4/6/2005
4-6-2005
4.6.2005
Greeting or Salutation
The Salutation depends on the relationship between the sender and the receiver.

 To members of your family and friends, it could be Dear Father, My Dearest Friend, Dear
Uncle, Dear Diana, etc.
 To Business people or any officer of higher rank, it could be Dear Sir, Dear Sirs,
Sir/Ma’am, etc.
Body of the Letter
The message that you want to convey is stated in the body of the letter. The style, however, depends
on the type of letter you are writing. The style of a friendly letter differs completely from that of a
business letter or an official letter, but there are certain points that apply to both formal letters and
informal letters.
Generally, when you draft the body of your letter, see to that you divide it into short paragraphs,
according to the change in the subject matter. Use simple and direct language that is easy to
comprehend. Put down all your points in a logical order. Mind your punctuation; incorrect punctuation
will alter the meaning of the sentence completely.
Subscription
The subscription helps you end the letter in a polite and courteous manner. The subscriptions change
according to the type of letter you are writing. It can be written as Yours faithfully, Yours lovingly,
Yours sincerely, With love, etc.
Signature
The signature or the name of the writer should be written just before the subscription.

Different Types of Letters

Letters can be classified into two main types according to the purpose of the letter. Informal Letters,
also known as Social Letters, include Friendly Letters and Notes of Invitations.
Formal Letters, also known as Business Letters, include Letters of Application, Letters to Higher
Authorities, and Letters to Newspapers.

Informal Letter
Letters to friends and family can be written in a conversational style. They are just a composition of
spontaneous thoughts, and they are easy and personal. When writing an informal letter, you are free to
use colloquial language, which would be quite out of place in a formal letter. This does not mean that
you can pen down random thoughts that are totally disconnected and make no sense. Wrong spelling,
punctuation and grammar are not allowed even though the letter is informal and personal.

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An informal letter can be written by following a basic format that includes the sender’s address, date,
and greeting, body of the letter, subscription and signature. To know more about how to write an
informal letter, visit Informal Letter Format.

Formal Letter
Formal letters or Business letters should be clear and concise. You should always remember that
formal letters are written to bring important information into consideration, so you should always take
care to draft the letter carefully by providing only the necessary information.
The language used in formal letters is a lot more professional than informal letters. The format of
formal letters is the same as explained above, with a few additions, viz., ‘the Receiver’s Address’,
‘Subject’ and ‘Signature’. Check out Formal Letter Writing in English for more information on formal
letters.

Types of Letters
Let us first understand that there are broadly two types of letter, namely Formal Letters, and Informal
Letters. But then there are also a few types of letters based on their contents, formalities, the purpose of
letter writing etc. Let us have a look at the few types of letters.

 Formal Letter: These letters follow a certain pattern and formality. They are strictly kept
professional in nature, and directly address the issues concerned. Any type of business letter or
letter to authorities falls within this given category.
 Informal Letter: These are personal letters. They need not follow any set pattern or adhere to any
formalities. They contain personal information or are a written conversation. Informal letters are
generally written to friends, acquaintances, relatives etc.
 Business Letter: This letter is written among business correspondents, generally contains
commercial information such as quotations, orders, complaints, claims, letters for collections etc.
Such letters are always strictly formal and follow a structure and pattern of formalities.
 Official Letter: This type of letter is written to inform offices, branches, subordinates of official
information. It usually relays official information like rules, regulations, procedures, events, or any
other such information. Official letters are also formal in nature and follow certain structure and
decorum.
 Social Letter: A personal letter written on the occasion of a special event is known as a social
letter. Congratulatory letter, condolence letter, invitation letter etc are all social letters.
 Circular Letter: A letter that announces information to a large number of people is a circular letter.
The same letter is circulated to a large group of people to correspond some important information
like a change of address, change in management, the retirement of a partner etc.
 Employment Letters: Any letters with respect to the employment process, like joining letter,
promotion letter, application letter etc.

Letter Writing Tips

Now that we have learned the basics of communicating via letters and the types of letters as well, let us
focus on some tips for the actual letter writing.
1] Identify the type of letter
This obviously is the first step of the letter writing process. You must be able to identify the type of letter
you are to be writing. This will be dictated by the person the letter is addressed to and the information that
will be conveyed through the letter. Suppose you were writing to the principal of your college to ask for
leave, this would be a formal letter.But say you were writing to your old college professor catching up
after a long time. Then this would be a personal (informal) letter.

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2] Make sure you open and close the letter correctly
Opening a letter in the correct manner is of utmost importance. Formal letters open with a particular
structure and greeting that is formal in nature. Informal letters can be addressed to the person’s name or
any informal greeting as the writer wishes.
Even when closing the letter, it must be kept in mind what type of letter is being written. Formal letters
end respectfully and impersonally, whereas informal letters may end with a more personal touch.

3] Establish the main intent of the letter

Once you start writing, make sure to get to the point as soon as possible. Especially in formal letters, it is
important to immediately make clear the purpose of the letter.

4] Be careful of the language

A letter is always supposed to be polite and considerate. Even if it is a complaint letter, the point must be
made in a careful and courteous manner. So it is necessary to use polite expressions and civil language in
all types of letters.
5] Length of the letter
And the other important factor to be considered is the length of the letter you are writing. It should be kept
in mind that formal letters are generally to the point, precise and short. Lengthy formal letters tend to not
have the desired effect on the reader. The length of an informal letter is determined by the message in the
letter and the relation to the recipient.

BUSINESS LETTER STRUCTURE AND ELEMENTS

ADDRESS OF THE SENDER
It is usually common for the sender to have their address in the letterhead. Alternatively, they can add
these details as the first item on the page. This section should only include the physical mailing
address without any other contact details.
DATE OF WRITING
The date is usually inserted just below the sender’s address. For letters created over a period of time,
they should bear the date when the letter was completed. Do be sure to make the distinction between
U.S. and other international date formats and use them as appropriate. The date is placed at the left or
center.
RECIPIENT’S ADDRESS
The recipient’s mailing address follows under the date on the left side of the page. Whenever possible,
precede it with the name and title of the recipient. In some cases if the person’s title is unclear, do a bit
of research to verify it. This type of information can easily be found on corporate websites or by
phoning the company.

GREETING
The salutation at the beginning of the letter can vary depending on how well the sender knows the
recipient. In extremely formal cases, it is acceptable to simply list the recipient’s title and surname.
When the two people are on a first name basis, the salutation can instead read, “Dear [first name]“. If
the person’s gender is unknown, it is best to forgo a title and simply list their full name.

BODY OF THE LETTER

The first paragraph should be concise and clearly written. It is customary to include a brief amiable
sentence, followed by the reason behind the letter. The following paragraphs should be used to
elaborate on this reason. Include any necessary details and information to ensure that the recipient
fully understands. The last paragraph is the closing paragraph. It should be used to sum up the letter
and request any specific actions that are needed.

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THE CLOSING
After the concluding paragraph, leave a blank line, and then add a closing word such as “Thank you”,
“Sincerely” or “Best regards”. This should always be followed by a comma and the sender’s signature
below it. It is usually better to personally sign the letter instead of using a digital copy of the signature.
Below the signature should be the sender’s name typed out. This is especially useful since most
signatures are difficult to read clearly.

ENCLOSED DOCUMENTS
If any supporting documents have been attached, list them at the bottom of the letter. This section
should be titled “Enclosures”. For digital letters, include the actual file name along with its extension
(e.g.: JohnSmith-Resume.pdf).

TYPIST’S IDENTIFICATION
If somebody else has typed the letter, they should indicate this by including their initials at the very
bottom of the page. Senders who type the letter themselves do not need to include their own initials.

BUSINESS LETTER FORMATTING GUIDELINES

BLOCK FORMAT
This format is the most common version in use. It uses left justified paragraphs for the entire letter. All
text is single-spaced, with double spacing inserted between each paragraph.

MODIFIED BLOCK FORMAT

The modified block format is another popular version for business letters. It follows the same
formatting as the block format except for the date and the letter’s closing. These two items are
centered instead of being left aligned.

SEMI-BLOCK FORMAT
The semi-block format is heavily used. Instead of left aligned the paragraphs, they are indented in the
first line. There can also sometimes be other variations for formal business letter formats, depending
on company variations. If the organization has an official style guide, always refer to that first. Most
word processing software programs come with helpful templates that can be used when creating
business letters. Simply select the desired template and then plug in the information within each
section.

USING THE RIGHT FONTS

Choosing the right font is crucial to ensure that the letter is legible. Avoid fancy fonts that look strange
to the eyes. A standard serif font like Times New Roman at size 12 is the norm. Sans-serif fonts like
Arial can be a little harder to read in blocks of text; they are better used for headers or single lines. In
some cases, different fonts might be acceptable for aesthetic purposes or if it is the norm within the
organization’s stationery.

PUNCTUATION, GRAMMAR, AND SPELL CHECKING

In general, a colon is placed following the salutation, and a comma is inserted just after the letter’s
closing phrase. The open punctuation method forgoes both of these. Always pay close attention to
spelling, grammar, and punctuation after writing the letter. Run a spell check within the word
processor to catch any glaring mistakes. It is also helpful to have another person read the letter and
point out any remaining errors.

Cover Letter?
Most jobs require you to submit a cover letter with your application. But what exactly is a cover letter?
Read on to learn what a cover letter is, what you need to include in yours, and all about the different
types of cover letters. Your resume shows employers your relevant work experience, skills, and
education. But they also want to know about your career, accomplishments, and what motivates
you. That’s where your cover letter comes in.

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 Cover Letter Definition
A cover letter is a one-page document that you include in a job application (along with your resume).
Your cover letter should introduce you to an employer, and give them additional information about
your qualifications and character.
The goal of a cover letter is to convince employers that you’re interested in and qualified for a job.
Your cover letter is also a great place to provide additional details about your work history, skills, or
life situation to a prospective employer.
When written well, your cover letter provides important information that your resume isn’t able to
communicate.
Still unclear on what a cover letter is, how to write a cover letter, or which types of cover letters exist?
Don’t worry — we have a variety of resources to help you learn everything you need to know and put
together the perfect cover letter:

What should I include in a cover letter for a job?

1. Contact information – List your name and contact details in your cover letter header, followed by the
hiring manager’s name and contact details.
2. Salutation – Greet the hiring manager ideally with their preferred honorific (Mr. / Mrs. / Ms. / Dr. /
etc.) and their name. Can’t find their name? “Dear Hiring Manager” is acceptable.
3. Opening paragraph – In your cover letter’s first paragraph, formally greet the hiring manager.
Introduce yourself, and explain how you found the job posting.
4. Body paragraph(s) – Provide information about your previous work experience, and how it’s relevant
to the job. Also use this space to list details about your professional accomplishments and skills.
5. Closing paragraph – In your closing paragraph, restate your interest in the position, and thank the
hiring manager for their time.
6. Sign-off – End your cover letter with a sign-off like “Sincerely,” and then sign your name below.

Write a Cover Letter

Writing an effective cover letter that helps you get noticed by employers can be done by following a few
simple steps:
1. Start by listing your name and address.
2. Include the date.
3. List the recipient’s name and address.
4. Open with an introduction.
5. Include an opening paragraph about your intent to apply.
6. Write a second paragraph about your background.
7. Focus on another reason why you are qualified in the next paragraph.
8. Conclude with reasons why you are uniquely qualified.
9. End with your signature.
Let us look at each of these steps in more detail as a guide for writing a cover letter for your next job
application.

How to Format a Cover Letter

1. Start by listing your name and address

As with many standard business letters, you should include a few pieces of information at the top of your
cover letter. Some people might centre their name and address at the top of the page, mirroring the way it
looks on their resume. For example:
Ali Mohammed
ali.m@email.com | 55/42 Nehru Street, Mumbai, Maharashtra, India | (022) 88812345
Otherwise, you might decide to simply list each piece of information on a new line oriented to the left-
hand side of the page. For example:

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Ali Mohammed
ali.m@email.com
55/42 Nehru Street
Mumbai, Maharashtra, India
(022) 88812345
2. Include the date
Next, include the date of the day you are sending the letter. The date line should be separated from your
address and the recipient’s address.
3. List the recipient’s name and address.
After the date, you will list the recipient’s name and information. You can find these details by looking
at the company’s website or Indeed Company Page. This information will also likely be listed on the job
posting.
The top part of your letter should look like this:
Ali Mohammed
ali.m@email.com
55/42 Nehru Street
Mumbai, Maharashtra, India
(022) 88812345
May 5th, 20XX
Priya Prakash
Revolve Solutions Pvt. Ltd.
123 Sadan Marg
Mumbai, Maharastra, India
Please note that if you are sending an email cover letter, you do not need to list the information in steps
1–3.
4. Open with an introduction
Start by introducing your letter with a standard greeting like ‘Dear’ or ‘Hello’.
5. Include an opening paragraph about your intent to apply
Write an introductory paragraph that includes the position you are applying for. You should also include
a statement about your enthusiasm in regards to the role and company.
6. Write a second paragraph about your background
Your second or body paragraph should be a brief overview of your background as is relevant to the
position. Here, you should include key achievements, skills and specialities that make you particularly
suited to perform well in the position. Focus on one or two and provide specific details about your
success including measurable impacts you made.
Pay close attention to keywords listed in the job description and include those that you identify within
the body of your cover letter. You should only include information about your most recent (one or two)
professional experiences.
7. Focus on another reason why you are qualified in the next paragraph
Your next paragraph should focus on another key achievement or skill that is relevant to the position.
Instead of repeating details from your resume, expand on specific stories or anecdotes that display your
fitness for the role.
8. Conclude with reasons why you are uniquely qualified
Your last paragraph should recap the reasons you are applying for the role and why you would be a great
fit. Keep the conclusion brief and explain that you look forward to hearing from the employer.
9. End with your signature
Finally, sign your name after a closing line like ‘All the best’ or ‘Sincerely’.
By following these steps, you will be able to write a simple, impactful cover letter that shows employers
why you are uniquely qualified for the position.

What is a goodwill letter?

A goodwill letter is a written request sent to a creditor regarding a late payment it reported to the credit
bureaus. Late payments could be from credit cards, loans, or other types of credit or financing. Late
payments and other negative marks can damage your credit long term and cause your credit score to

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drop. Negative marks can remain on your credit report for up to seven years. When you send a goodwill
letter to a creditor, you request its assistance in removing the negative mark from your credit report.
Goodwill letter requests are sent to creditors, not credit card bureaus. Only the creditor that reported
the late payment can remove the negative mark. By removing the late payment, you can continue to
build up your credit without the consequences of a negative mark.
When to use a goodwill letter
You shouldn't send a goodwill letter to your Credit Card Company or creditor just because you had a late
or missed payment. You need to have a good reason or excuse for why the late payment occurred, like:
 A temporary financial hardship
 Delays due to switching banks or a change of address
 Failure to set up automatic payments properly
Sending a goodwill letter may show creditors you're serious about improving or repairing your credit.
That doesn't mean they'll approve your request to remove negative marks, but it's a start.
A goodwill letter is a way to ask for mercy and help in moving your credit in the right direction. If you're
a loyal customer, the creditor may extend you grace to continue the business relationship.
How to write a goodwill letter
Below is a goodwill letter template to guide you when writing credit card issuers. Customize it as needed
to fit your specific situation.
To Whom It May Concern,
I am writing regarding a recent late payment on my (creditor name) account reported to the credit
bureaus.
I've enjoyed being an account holder and building our business relationship. The recent late payment on
my account was due to (insert explanation). I am sorry for the inconvenience and understand that I am
solely at fault for the occurrence. I am dedicated to making sure my monthly bills are paid on time
moving forward.
Would you consider making a goodwill gesture and removing the late payment from my credit reports?
A goodwill adjustment would allow me to continue my efforts to build up a positive credit score and
history and remain in good standing with (creditor name).
Thank you for your time and consideration,
(Your name)
(Your account number)
Card companies may have a specific department that handles goodwill requests. If not, send it directly to
your issuer’s customer service department, either by mail, email, or private message through your online
account if available.
Do goodwill letters work?
Unfortunately, there's no way to know if sending a goodwill letter will lead to your card issuer removing
late payments or other negative marks from your credit report. Some issuers, like Bank of America, state
that they don't honor goodwill adjustment requests. Requests are more likely to be approved for late
payments than more severe offenses.
If you're looking for assistance from your credit card company, there's no harm in asking. As long as you
understand you may not achieve the intended result, there's nothing wrong with sending a goodwill
letter. The worst thing that can happen is that your request is denied, and you waste a little time writing
and sending the letter.
Whether sending a goodwill letter works or not, you can start building up your credit score by making
on-time payments and developing a positive credit history.

Adjustment Letter?

Adjustment letter is essentially written to deal with problems when we run our business which is not
always easy. Sometimes, there are some circumstances that are out of our hands. Although we tried so
hard to avoid our customers' disappointment, they are still not happy. Therefore, at times some of our
customers send us complaint letters. Nevertheless, It is our role to remain calm and to use this
complaint as opportunity to deliver the services they expect, even to exceed their expectation. To
resolve our customer's complaint, we must write an adjustment letter. This adjustment letter should be

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delivered not longer than one working day after we receive our customer complaint letter. Adjustment
Letters are usually written to respond to a customer's complaint.

What to Include in the Body

A good adjustment letter cannot only prevent our customers from leaving us but also strengthen their
loyalty to us. A good and effective adjustment letter should include the following items:

1. Acknowledgment of receipt of our complaining customer.

2. Expression of our apology
3. Explanation of the problem
4. Solution of the problem: It can be an action or reimbursement.
5. Statement we will avoid doing the same mistake.

How to Write an Adjustment Letter

An adjustment letter can be written in different styles or format. You can choose full block format,
semi block style etc. After we know exactly what format we are going to use and what to write in the
body of the letter, it's time for us to start an adjustment letter:

1. Make sure the paper has the Letter Head (Company Address)
2. Type the date below the letter head. Make it right-aligned.
3. Write the inside address (Our customer's name who complains)
4. Put in an attention line (optional: If you address this letter to a specific person in an
organization or company.)
5. Insert a salutation ("Dear Sir/Madam")
6. State a subject line (The issue we are going to deal with)
7. Create the body :

 Introduction: acknowledgement of receipt of the complaint. Example: 1) In reply to your letter

dated March 16, 2021 about the defective trousers you received. 2) We have just received your
March 16 letter about the defective trousers you received.
 Expression of our apology:"We are extremely sorry about it."
 Explanation/admitting/own the problem. Example: We found out that the goods were damaged
to an accident/incident on the delivery. However, we will always struggle to send goods in a
proper way."
 Solution: "We will deliver the replacement for the damaged goods today. We also enclosed a
free $ 100 voucher that you can use anytime."

1. Do not forget to put in a complimentary closing. Example: Sincerely, Sincerely yours, Yours
truly, Yours respectfully
2. Close it with a signature line (signature, name, position)
3. Identification Initials (Optional)
4. Enclosure Reference (Optional : a voucher)

Adjustment Letter Template and Sample

The followings are the template and samples you might need when you write an adjustment letter.

Template

Letter Head

Date
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Name and Address

Dear Madam/Sir/ Mr. ……..:

Subject: …………………………….

We have just received your letter dated …….. about your order which ……………... We are
extremely sorry that …………………………….... We really regret to inform you that ………... was
caused by …………...

However, we managed to ……………………….. We have corrected the mistakes so that you will
receive the good quality ……...on (date).

Once again, Please allow us to express our sincere apology for the delay/problem and the
inconvenience it has caused you. It was really due to the fact that is beyond our control.

We will struggle to prevent this incident from happening again in future and hope we can continue our
business as usual. Should you need to contact us, please use this number (315) 1234567.

Sincerely,

Name

Position

How to write a good resume

Your resume must clearly, concisely and strategically present your qualifications to get a recruiter
interested in meeting you. It should convey your skills, work experience and assets. The resume is
used to describe what you can accomplish professionally in a manner that also illustrates what you can
do for an employer. Job opportunities can arise unexpectedly. An updated modern resume is the key to
a successful job search. Here are some do's and don'ts of how to write a good resume and what to
include.

Resume Writing Do's

Keep your resume clear and concise

An employer takes an average of 30 seconds to skim a resume. You want them to see right away that
you are qualified for the position.
Proofread your resume numerous times

Be sure there are no spelling or grammar mistakes. Have someone else read it over as well. A simple
spelling mistake on a resume can give a negative impression to the employer. It can even prevent you
from getting the job.
Limit your resume to two pages

Place the emphasis of your resume on your most recent experience. Older jobs and experience that are
more than 15 years old should either be cut out or minimized. This way, the employer can focus on
more relevant information.
Tailor your resume to suit the position you are applying for

Specify work experience or achievements that are related to the position you are applying to. This can
be done by reviewing the job description or the employer website.
Highlight what you have accomplished

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You want to be able to identify the best examples of where you demonstrated your skills. These
examples should speak to what you achieved in your role, and should demonstrate what kind of
employee you are. It is best to include this information in the "Work experience" section of the
resume.
Be honest

Lying on your resume is never a good idea. You don't want to overstate your skills or results as it will
mislead the employer. Have confidence in what you have to offer.
Quantify your achievements

Use firm numbers that the employer will understand and be impressed by. For example, how many
people you supervised, how many products you sold, by what percentage you increased sales, etc.
Use simple words and action verbs

The person reading your resume might not always be the employer. Resumes can be reviewed by
recruiters or Human Resources specialists who may not be familiar with your specific field. Use
simple and plain language, but also persuasive verbs such as handled, managed, led, developed,
increased, accomplished, leveraged, etc.
Include unpaid work that show off your skills

If you have volunteered with a well-known organization or worked for an important cause, put it in
your resume. You should include these experiences under the "Work experience" or the "Volunteer
work" section, especially if they are related to the position you are applying for.
Double check and include your contact information

Your resume should list your name, address, email and phone number. This information should be
placed at the top of the first page. Also, make sure this information is accurate. Otherwise, the
employer won't be able to contact you.

RESUME WRITING DON'TS

Don't use an inappropriate email address

Make sure your email is easy to read, easy to type, professional and non-offensive. In general, your
email address should be based on your name. Exclude any nicknames, numbers, or special characters.
Don't include unnecessary personal information
It is best to leave out any personal details such as age, weight, height, marital status, religious
preference, political views, or any other personal attributes that could be controversial. This will
prevent any potential bias. Most importantly, never include your Social Insurance Number in your
resume.
Don't include a picture of yourself
Although in some countries it may be acceptable to include a photo, it is not the norm in Canada. It
can actually lower your chances of obtaining a position and divert the whole focus of your resume.
You want the employer to focus on your skills and experience, not what you look like.
Don't use too many bullets
Make your resume easy to read by limiting each resume section or sub section to 5-7 bullet points.
This will make it easier for the employer to scan your resume and identify your potential. Each bullet
point should be used wisely by keeping the information relevant and concise.
Don't use personal pronouns
Do not use "I," "my," or "me". Write your resume in the third person, as if it's being written by
someone else.
Don't simply list job responsibilities
Your job duties will be obvious from your job title. Instead, highlight your achievements by putting a
personal spin on your job duties and providing specific examples.

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 Don't make general statements
Steer clear from vague statements that don't highlight your actual contribution. Unclear statements
such as, "Responsible for improving efficiencies and making cost savings", does not provide any
information to an employer. Personalize your experience!
Don't include reasons for leaving previous jobs
The main purpose of your resume is to promote you, your skills, experience and achievements. It
should be entirely positive, and therefore should not include reasons for leaving as it does not add any
value to you as a candidate.
Don't include references
An employer only requires references if they are seriously considering hiring you. Keep references on
a separate sheet and provide them only when they are specifically requested.

Don't include hobbies or interests

It is not recommended to mention hobbies because of the judgments potential employers can make.
However, if your hobbies relate to the position, you may include them as they can demonstrate to the
employer why you are a good fit.

Email Etiquette Memo

Memorandum

To: Employees in Repair Analysis and Design International Engines, Inc.

From: Elizabeth Sims

Date: August 9, 2013

Subject: Email Etiquette with Singapore

Below are general guidelines for email etiquette and a special section for email to companies that we
work with in Singapore. Please review and follow them.

General Email Guidelines:

 Be respect
 Address superiors formally
 Be clear, direct and concise. Try to limit yourself to one topic per e-mail
 Avoid writing an overly long and involved text
 Check the spelling, grammar, and punctuation before sending
 Use complete sentences and words
 Avoid emoticons and acronyms in business e-mail
 Avoid needless attachments
 Avoid criticisms of people, places, and things

Guidelines for Singapore Correspondence:

 Don’t demand immediate response because they don’t always read their e-mail every day
 Don’t consider a problem resolved just because you send an e-mail to someone else with
instructions to handle it
 Emphasize that the situation is authentic and their participation is vital
 Emphasize how appreciative you are of the help of them
 Explain clearly what happened and what is important

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  They value hierarchy, so clearly state that you are writing on behalf of whom, and his or her
title
 Use personal salutations and closings such as “Dear Esteemed XX” and “Yours truly”, “Yours
faithfully” or “My regards”
 If asking for documents or materials from them, make it clear that you don’t want the original
but a copy

15 Essential email etiquette rules that every professional needs to know

The average US employee spends approximately one quarter of every work week sifting through the
dozens of emails we all send and receive on a daily basis. In 2019, the number of active email users
globally jumped to 3.9 billion. With our current new normal, some supply chains are broken and
millions of people are working from home, leading to even higher email usage as the regular catch-ups
in the office now have to take place digitally. Yet, despite being stuck to our reply buttons, many of us
still don’t know how and when to use email appropriately.
In fact, due to the sheer amount of emails and texts we read and write every day, we might be more
likely to make unnecessary or even compliance-related mistakes—and those mistakes may have
significant professional consequences.

Here are fifteen essential email etiquette rules that every professional needs to know:

1. Use a direct subject line

In many cases, people decide to open an email based purely on the subject line.
Strong subject lines are brief, descriptive, and whenever possible, action-oriented. For example,
"Board Meeting moved to Tuesday, 11/21" is a stronger subject line than "meeting date changed."
The importance of having a strong subject line cannot be stressed enough, especially if the email is
being used for direct marketing purposes. Always choose a subject line that will let the receiver know
you’re addressing their business issues or other concerns.

2. Use a professional email address

Obviously, having your emails deleted is the last thing you want. One of the best ways to ensure that
doesn’t happen is to avoid using a non-branded or nondescript address.
If you are representing a company, you should always use the email address your company has
provided for you. This instantly makes you look more credible and improves email deliverability
substantially. Therefore, be prudent about choosing your professional email address.
However, if you are using a private email address (whether you are a freelancer, or just prefer to use it)
you should really be careful when selecting your handle.
If you are engaged in B2B marketing, your business email address should always convey your name in
order for the recipient to know where it came from and who they should reply to.

3. The “reply-all” button should be used sparingly

Nobody likes to open or read emails that have nothing to do with them, their department, or their
individual responsibilities.
Ignoring unrelated emails can be hard, and the repetitive alerts can be irritating if we’re trying to focus
on other tasks.
Avoid hitting "reply all" unless you know everyone included on the list really needs to receive the
reply.

4. Add a professional email signature

Professional email signatures can lead to higher ROI rates if you’re engaged in marketing campaigns.
It makes sense to give your reader additional information about you or your company. Usually, an
email signature includes your full name, title, company name, and contact information.
You can add a little publicity too, but don’t go overboard with artwork, links, slogans or quotes. Keep
your font, type size, and text color the same as the rest of your email to set a professional tone.

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5. Use professional greetings
It’s important to learn how to use professional greetings when it comes to email etiquette.
Be careful when using casual greetings such as "Hey there” or "Hi everyone." While casual, friendly
greetings are appropriate in many types of emails, make sure you know what sort of audience you’re
addressing.

6. Be wary of excessive exclamation points

If you are in the habit of using exclamation points, be careful to limit them when expressing your
enthusiasm or excitement.
Some people tend to overuse this punctuation mark and end up using several exclamation points in the
span of a few sentences. This may make the writer sound overly eager or even immature. Use them
sparingly and only when it is really appropriate.

7. Be careful when using humor

Without the corresponding facial expressions or tone of voice, any humor used over email can easily
get lost in translation. In fact, it is better to rather leave all forms of humor off professional email
exchanges unless you know the receiver very well.
Also, something you find personally funny might not be remotely amusing to someone else. In some
cases, a humor can even seem rude or hurtful, so when in doubt, it’s best to leave it out.

8. Reply to all your emails

The dramatic changes we’ve experienced this year due to the COVID-19 pandemic have led to major
transformations in the ways we conduct business. Our workplace communication is changing
dramatically and how we use our email is a perfect example.
It’s hard to answer every email you receive, but it’s good email etiquette to at least try. This includes
emails that were sent to you accidentally: a reply is not mandatory but it’s always good email etiquette.
Even something short will suffice: "I know you’re really busy, but I believe you sent this email to me
by mistake. I wanted to let you know, so you could get it to the right individual."

9. Always proofread before pressing send

Don’t depend solely on your standard spell checker. Your email recipients will likely notice mistakes,
and while the occasional typo happens to everyone, repeated mistakes and misspellings can look
sloppy.
Just like autocorrect, you can’t always trust spell-checkers. That is why Zoho presents to you Zia, our
writing assistant, who not only checks your spellings but also makes contextual corrections.

10. Add the email address after you’ve composed the message
Want to avoid accidentally sending an email before you’ve finished typing and proofreading the
message? It is good practice to type out your email first, then add the email address of the recipient
when you are ready to send the message.

11. Double-check the recipient addresses

Do your best to be accurate and pay particular attention when you type a name from your contacts list
on the "To" line. It’s unfortunately very easy to choose the wrong name, which can be embarrassing
for you and the person receiving the email by accident. Also, make wise use of CC and BCC in
email to avoid conversational clutter.

12. Always consider how cultural differences may affect your communication
Email marketing is one of the most cost-effective ways to reach a wide range of people, and it’s easy
to set up. But it can very easily lead to miscommunication due to cultural differences, especially when
your recipient can’t see your facial expression or body language.

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 If possible, it’s a good idea to customize your message to the cultural context of your chosen recipient.
Remember, there will likely be time zone differences you need to take into account as well.

13. Keep your fonts simple and classic

Every font has its own place and time, but when it comes to business communication it is better to
keep your fonts and their relevant sizes and colors simple and classic.
The most important rule of thumb is that your messages must be easy to read. It is usually best to go
for an 11-point or 12-point font size and an easy-to-read sans serif such as Calibri, Helvetica, or Arial.
It may seem boring, but black is the safest and easiest to read choice as far as color is concerned. Try
to keep text highlighting and use of bolding, italics, and underlining to a minimum. These effects can
help make important information stand out, but look chaotic when used too often.

14. Segment your communications

One of the best ways to personalize your communications is to segment your email list, to begin with.
A segmentation feature is absolutely something that should come with any email marketing tool that
you use.
Segmenting your email lists makes it easier for you to target your campaigns based on your customer
groups, which in turn allows you to make your messages more tailored to your recipients.

15. Consider your tone

Finally, just as humor may be misconstrued, your writing tone might be easy to misunderstand without
the perspective one may get from hearing your voice. As a result, it’s easy to come across as abrupt
when you are simply trying to be straightforward.
Read your email out loud prior to sending it. If it comes across as negative or rude to you, it will
definitely be perceived that way by the reader. If you want positive results, remember your basic
manners: say "please" and "thank you," and try not to use words that are overly-negative or dramatic.

While many businesses rely on multiple different forms of communication to collaborate effectively,
email remains one of the most effective and popular means of communicating. The business world’s
recent move to primarily remote work in the face of the COVID-19 pandemic has only increased the
business world’s reliance on email to share, organize, and store information. Innovative email
platforms like Zoho Mail offer more features and functions than ever to help your team collaborate
better, but the basics of email etiquette remain the same: be polite, be precise, and be professional.

Write a Report: A Guide

A report is a nonfiction account that presents and/or summarizes the facts about a particular event,
topic, or issue. The idea is that people who are unfamiliar with the subject can find everything they
need to know from a good report.
Reports make it easy to catch someone up to speed on a subject, but actually writing a report is
anything but easy. So to help you understand what to do, below we present a little report of our own,
all about report writing.

What is a report?
In technical terms, the definition of a report is pretty vague: any account, spoken or written, of the
matters concerning a particular topic. This could refer to anything from a courtroom testimony to a
grade schooler’s book report.
Really, when people talk about “reports,” they’re usually referring to official documents outlining the
facts of a topic, typically written by an expert on the subject or someone assigned to investigate it.
There are different types of reports, explained in the next section, but they mostly fit this description.
What kind of information is shared in reports? Although all facts are welcome, reports, in particular,
tend to feature these types of content:
 Details of an event or situation
 The consequences or ongoing effect of an event or situation

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 Evaluation of statistical data or analytics
 Interpretations from the information in the report
 Predictions or recommendations based on the information in the report
 How the information relates to other events or reports
Reports are closely related to essay writing, although there are some clear distinctions. While both rely
on facts, essays add the personal opinions and arguments of the authors. Reports typically stick only to
the facts, although they may include some of the author’s interpretation of these facts, most likely in
the conclusion.
Moreover, reports are heavily organized, commonly with tables of contents and copious headings and
subheadings. This makes it easier for readers to scan reports for the information they’re looking for.
Essays, on the other hand, are meant to be read start to finish, not browsed for specific insights.

Types of reports
There are a few different types of reports, depending on the purpose and to whom you present your
report. Here’s a quick list of the common types of reports:
 Academic report: Tests a student’s comprehension of the subject matter, such as book reports, reports
on historical events, and biographies
 Business reports: Identifies information useful in business strategy, such as marketing reports,
internal memos, SWOT analysis, and feasibility reports
 Scientific reports: Shares research findings, such as research papers and case studies, typically in
science journals
Reports can be further divided into categories based on how they are written. For example, a report
could be formal or informal, short or long, and internal or external. In business, a vertical
report shares information with people on different levels of the hierarchy (i.e., people who work
above you and below you), while a lateral report is for people on the author’s same level, but in
different departments.
There are as many types of reports as there are writing styles, but in this guide, we focus on academic
reports, which tend to be formal and informational.

What is the structure of a report?

The structure of a report depends on the type of report and the requirements of the assignment. While
reports can use their own unique structure, most follow this basic template:
 Executive summary: Just like an abstract in an academic paper, an executive summary is a standalone
section that summarizes the findings in your report so readers know what to expect. These are mostly
for official reports and less so for school reports.
 Introduction: Setting up the body of the report, your introduction explains the overall topic that
you’re about to discuss, with your thesis statement and any need-to-know background information
before you get into your own findings.
 Body: The body of the report explains all your major discoveries, broken up into headings and
subheadings. The body makes up the majority of the entire report; whereas the introduction and
conclusion are just a few paragraphs each, the body can go on for pages.
 Conclusion: The conclusion is where you bring together all the information in your report and come
to a definitive interpretation or judgment. This is usually where the author inputs their own personal
opinions or inferences.
If you’re familiar with how to write a research paper, you’ll notice that report writing follows the same
introduction-body-conclusion structure, sometimes adding an executive summary. Reports usually
have their own additional requirements as well, such as title pages and tables of content, which we
explain in the next section.

What should be included in a report?

There are no firm requirements for what’s included in a report. Every school, company, laboratory,
task manager, and teacher can make their own format, depending on their unique needs. In general,
though, be on the lookout for these particular requirements—they tend to crop up a lot:

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 Title page: Official reports often use a title page to keep things organized; if a person has to read
multiple reports, title pages make them easier to keep track of.
 Table of contents: Just like in books, the table of contents helps readers go directly to the section
they’re interested in, allowing for faster browsing.
 Page numbering: A common courtesy if you’re writing a longer report, page numbering makes sure
the pages are in order in the case of mix-ups or misprints.
 Headings and subheadings: Reports are typically broken up into sections, divided by headings and
subheadings, to facilitate browsing and scanning.
 Citations: If you’re citing information from another source, the citations guidelines tell you the
recommended format.
 Works cited page: A bibliography at the end of the report lists credits and the legal information for
the other sources you got information from.
As always, refer to the assignment for the specific guidelines on each of these. The people who read
the report should tell you which style guides or formatting they require.

How to write a report in 7 steps

Now let’s get into the specifics of how to write a report. Follow the seven steps on report writing
below to take you from an idea to a completed paper.

1 Choose a topic based on the assignment

Before you start writing, you need to pick the topic of your report. Often, the topic is assigned for you,
as with most business reports, or predetermined by the nature of your work, as with scientific reports.
If that’s the case, you can ignore this step and move on.
If you’re in charge of choosing your own topic, as with a lot of academic reports, then this is one of
the most important steps in the whole writing process. Try to pick a topic that fits these two criteria:
 There’s adequate information: Choose a topic that’s not too general but not too specific, with
enough information to fill your report without padding, but not too much that you can’t cover
everything.
 It’s something you’re interested in: Although this isn’t a strict requirement, it does help the quality
of a report if you’re engaged by the subject matter.
Of course, don’t forget the instructions of the assignment, including length, so keep those in the back
of your head when deciding.

2 Conduct research
With business and scientific reports, the research is usually your own or provided by the company—
although there’s still plenty of digging for external sources in both.
For academic papers, you’re largely on your own for research, unless you’re required to use class
materials. That’s one of the reasons why choosing the right topic is so crucial; you won’t go far if the
topic you picked doesn’t have enough available research.
The key is to search only for reputable sources: official documents, other reports, research papers, case
studies, books from respected authors, etc. Feel free to use research cited in other similar reports. You
can often find a lot of information online through search engines, but a quick trip to the library can
also help in a pinch.

3 Write a thesis statement

Before you go any further, write a thesis statement to help you conceptualize the main theme of your
report. Just like the topic sentence of a paragraph, the thesis statement summarizes the main point of
your writing, in this case, the report.
Once you’ve collected enough research, you should notice some trends and patterns in the information.
If these patterns all infer or lead up to a bigger, overarching point, that’s your thesis statement.
For example, if you were writing a report on the wages of fast-food employees, your thesis might be
something like, “Although wages used to be commensurate with living expenses, after years of
stagnation they are no longer adequate.” From there, the rest of your report will elaborate on that
thesis, with ample evidence and supporting arguments.

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It’s good to include your thesis statement in both the executive summary and introduction of your
report, but you still want to figure it out early so you know which direction to go when you work on
your outline next.

4 Prepare an outline
Writing an outline is recommended for all kinds of writing, but it’s especially useful for reports given
their emphasis on organization. Because reports are often separated by headings and subheadings, a
solid outline makes sure you stay on track while writing without missing anything.
Really, you should start thinking about your outline during the research phase, when you start to notice
patterns and trends. If you’re stuck, try making a list of all the key points, details, and evidence you
want to mention. See if you can fit them into general and specific categories, which you can turn into
headings and subheadings respectively.

5 Write a rough draft

Actually writing the rough draft, or first draft, is usually the most time-consuming step. Here’s where
you take all the information from your research and put it into words. To avoid getting overwhelmed,
simply follow your outline step by step to make sure you don’t accidentally leave out anything.
Don’t be afraid to make mistakes; that’s the number one rule for writing a rough draft. Expecting your
first draft to be perfect adds a lot of pressure. Instead, write in a natural and relaxed way, and worry
about the specific details like word choice and correcting mistakes later. That’s what the last two steps
are for, anyway.
6 Revise and edit your report
Once your rough draft is finished, it’s time to go back and start fixing the mistakes you ignored the
first time around. (Before you dive right back in, though, it helps to sleep on it to start editing fresh, or
at least take a small break to unwind from writing the rough draft.)
We recommend first rereading your report for any major issues, such as cutting or moving around
entire sentences and paragraphs. Sometimes you’ll find your data doesn’t line up, or that you
misinterpreted a key piece of evidence. This is the right time to fix the “big picture” mistakes and
rewrite any longer sections as needed.
If you’re unfamiliar with what to look for when editing, you can read our previous guide with some
more advanced self-editing tips.

7 Proofread and check for mistakes

Last, it pays to go over your report one final time, just to optimize your wording and check for
grammatical or spelling mistakes. In the previous step you checked for “big picture” mistakes, but here
you’re looking for specific, even nitpicky problems.

Prop os al Wri ti n g?

Technical proposal writing requires transforming technical details into a persuasive,

proposal pitching your solution or offerings. A key difference between technical
proposal writing and other forms of technical writing is that the technical content
must also sell. Many companies miss this step when creating technical proposals,
which results in lower win rates.

Depending on the nature of the proposal, the technical writing might encompass onl y
a small section of the proposal or the entirety of the document.

It is important to note that for the purposes of this article, we are referring to
technical proposal writing for external projects, which means that the proposal is
being sent to a buyer outside of the organization.

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If you are proposing a solution for an internal project, most of the concepts still
apply, but remember that your inte rnal audience may have different goals and
expectations than a buyer at an outside company.

Creati n g Good T ec h n i cal Prop osal Wri ti n g

Accuratel y scope project

The technical cont ent of any proposal is most often related to the scope of the
services or products to be provided. When creating this content, it is critical that you
accuratel y scope and describe the work you will perform, including what is out of
scope. Examples of sect ions to include in the scope of work include:
 Overview of process/approach . Here you include how you will approach the
projects that you are proposal. So for example, many companies have a few
main phases for their technical offerings, such as Discovery, Design,
Implementation, and Training. In this section, you would introduce your
approach by introducing these ideas and why this type of approach is
beneficial. If you are selling products, then use this section to introduce your
product and describe how you will ensure they receive the product and are able
to successfully use it.
 Implementation plan (if applicable). If you are using a phased approach like
described in the last bullet, the Implementation Plan is where you describe
what happens within each phase and provide an estimated schedule. You can
also attach projected hours to each phase if you are including hourl y rates as
part of your pricing model (but list the actual prices in the pricing section, not
the technical sales section).
 Deliverables. Deliverables are any items that you will be providing to the
customer. The deliverables are industry and project specific, but they should
always be clear and valuable to the recipient.
 Equipment and supply of products (if applicable). If you will need any
special equipment (especially if you need this to calculate the total cost or pass
the cost to the customer), then this will need to be included in the proposal.
Examples include building materials for construction projects and possibl y
shipping informati on.
 Description of what’s in scope/out of scope. This is an essential section to
reduce scope creep (see below) and ensure alignment on the project
expectations. The easiest way to include these two sections is to have a section
of the proposal titled “In Scope” and list bullets with everything included
within the project. Then add a subsection titled “Out of Scope” and list bullets
with anything not included. For example, if you develop a website, in -scope
may include web design but website copywriting is out of scope.
 Description of what the client will need to provide. Most projects require
some sort of input from the customer. If you need specific information from the
client (like website copy mentioned above), then you will list that in this
section here. You might also require approvals before moving on to the next
phase and commitments to attend weekly status check -ins to address any issues.
Always list out exactly what you will need from the client in this section so
they fully understand the level o f effort required for them to achieve the result
they want from the project.
 Communication process (may also be included in the first bullet). For
complex projects (which is the case for most technical proposals), it’s best to

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 have a section that directly addresses communication. For example, some
companies require customers to communicate only with the designated point of
contact. Others have a few customer support representatives dedicated to the
project. Some companies have a project manager who sends ou t weekly
updates. It depends on your specific business, but clearly outline how the
customer can contact you and when they will hear from you (and how!) so there
is no confusion once the project starts.

The format and layout of this section will vary base d on your offering and how you
present information in your proposal, but in general, you can follow this format to get
started.

Reduce Scope Creep in Your Proposal

It is important to remember that what you write in the proposal is what you are
ultimately responsible to provide. Many times the proposal becomes part of the final
contract, and if you commit to something in the proposal, the customer will expect to
see that during the project. Try to avoid any gray areas that could lead to confusion.

This is the benefit of including a specific plan in key sections, such as In Scope and
Out of Scope, to limit scope creep and ensure both you and the buyer are on the same
page. Write out exactly what you will be doing, when, and what the customer will
need to do in order to achieve success.

The key to reducing scope creep and maintaining customer satisfaction is clarity on
what exactly will be happening once the project starts. The earlier you can share this
information (i.e. in the proposal), the better the projec t will go.

Know your audience

The ultimate goal of a technical proposal is to convince the audience of the proposal
(i.e. the buyer) to approve the project and work with your company. These means that
your technical proposal should always be focused on the buyer and their goals and
how your technical solution helps them to achieve those goals.

Another key factor in writing for your audience is to remember that not every person
evaluating your proposal has experience with your particular solution. This means
that you should write as if the audience has a very limited understanding of what you
do and explain in detail, without overwhelming them with industry jargon and
technical terms.

Write as if you’re explaining your offer to a friend in a completely diffe rent industry
because that might be the level of knowledge that your audience has of your offering.

Address their need and why you’re a good fit

Similar to the audience step, it is important to spell out why your company is best
suited to solve this partic ular problem. While it may seem obvious to you based on
what you offer, evaluators often have many proposals they need to review, and it’s
easy for the content to blend together. If you connect the dots for them, you avoid
confusion and position your compa ny as the best solution to their specific challenge.

Include visuals

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It’s very eas y for a proposal to become very content -heavy, and evaluators may miss
a key point if it’s buried in your content. Instead, make sure to include visuals of key
points throughout your proposal. This is especially true for highly technical sections
that are hard to explain in writing. Where possible, include a diagram, demo,
flowchart, process overview, or any other graphic or visual representation to make
your point. Not only w ill it make your content clearer, but if an evaluator is
skimming, they will see the visual first and pause to learn more.

UNIT 4
CARRIER SKILLS

Applying for jobs

Applying for jobs can be a really stressful process, so you likely want to do anything you can to
increase your chances of success. Fortunately, there are tips and techniques you can use to make your
resume, cover letter, and application stand out from the other candidates. While you might have to
send out several applications before you find the right job for you, try not to lose hope because new
jobs are popping up every day. With your hard work and dedication, you can get an employer's
attention and secure an exciting job opportunity.
Method1
Creating Your Application Materials
1 Search for jobs that fit your strengths and skill set. Most organizations post available jobs online.
Visit employment websites like LinkedIn, Indeed, and Monster to find job listings. Type in keywords
for the type of job you want to see what’s available. Additionally, check if companies in your industry
have job openings listed on their website. You might also check the classifieds in your area.
 During the COVID-19 pandemic, you might focus your search on industries that are
essential or that are part of the pandemic response. For instance, warehouses, package
delivery services, grocery stores, and healthcare providers may be hiring. Similarly, you
might be able to get a job as a contact tracer, phone customer service representative, or
online educator.
2 Research the company before you apply. Do an online search to find the company’s website,
social media pages, and any news articles that are out there. Read about their company mission,
current projects, and available positions. Take notes so you’ll be able to include this information in
your resume and cover letter.[3]
 If the interviewer or hiring manager is listed, look up their LinkedIn profile and social media
pages to learn more about them. Use this information to help you relate to them so you
might have an edge over your competition. For instance, you might find that you went to the
same school or have the same degree, and you could highlight that in your cover letter.
 Pay attention to their current goals and company needs. For instance, during the COVID-19
pandemic, some employers have different needs than usual. Incorporate these things into
your application materials.

3 Write a resume that highlights your education, skills, and experience. After you write your
resume, get someone you trust to proofread it to make sure you don’t have any errors and you didn’t
leave anything out. Include the following information on your resume:
 Your name, contact information, and email address at the top.
 Your educational background or training you’ve done.
 Your work history, including your responsibilities and achievements.
 Special knowledge and skills.

4 Tailor your resume to each job description. You might be tempted to use the same resume for
each job application, but you’re more likely to get an interview if you adjust your resume for each
individual job. Review the job description and incorporate the keywords into your resume. Focus

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mostly on the skills and education you have that are directly related to the job you're currently
applying for.
 During the COVID-19 outbreak, highlight your remote work and technical skills because
they're currently in demand for some jobs.
 Use active verbs to describe the work you’ve done at prior jobs or volunteer work. For
instance, use verbs like "designed," "implemented," "innovated," or "analyzed."

5 Ask 3 people to be references for you. Many employers ask you to provide professional references
who can speak to your job performance. Choose people who’ve worked closely with you in the past,
such as a former supervisor or coworker. Talk to the people you want to use as references to make sure
they’re okay with you providing their information to the employer. Then, confirm their contact
information so you can include it on your application.
 Get each reference’s full name, phone number, email address, current title, and current
employer.

6 Write a cover letter if one is requested. A cover letter is your chance to tell the employer exactly
why you want the job and why they should hire you over the other candidates. Use an enthusiastic tone
in your cover letter to convey your excitement for the job. Additionally, tailor your cover letter to the
person who is interviewing candidates if possible so they know you pay attention to details. You might
include the following in your letter:[8]
 Why you’re interested in the position.
 How you’ll be an asset to the company or organization.
 Why you’re the best person for the job.
 What you hope to learn from the job.

7 Update your LinkedIn profile if you have one. You don’t need a LinkedIn profile to get a job, but
it may help employers get more information about you. Make sure all of the information on your
profile is current and accurate. Use your profile to include information about you that doesn’t fit on
your resume due to limited space.
 For instance, you might include more information about projects you’ve worked on or
volunteer positions you’ve held that just don’t fit in the space you have on your resume.
 Add keywords related to remote working and technology skills if you’re applying for a job
during the COVID-19 pandemic.
 Virtual networking is becoming a popular way to make job contacts during the COVID-19
outbreak. Polish your profile and try to make connections with people in your industry.

8 Make sure your online presence is squeaky clean. Employers and recruiters often scour the
internet looking for you, and any negativity they see may make them eliminate you as a candidate for
the job. Review the public content on all of your social media profiles. Change your privacy settings to
hide anything you don’t want seen. If necessary, delete posts that are outdated and don’t represent who
you are now.
 For instance, you might hide or delete photos of you during nights out on the town.
Similarly, you might delete old posts where you complained about a job or joked around at
work.
 Consider asking a few friends to review your profiles and tell you if they spot anything that
might turn off a potential employer.

Method2
Submitting an Application Online

1 Read the job description thoroughly to make sure you’re qualified. Review the job description at
least twice to make sure you understand what the employer is looking for. Highlight specific skills and
educational qualifications you have. Additionally, look for the keywords the employer might be
expecting to see on a resume.

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  For instance, keywords might include things like “remote work,” “self-starter,”
“innovative,” or “team player.” Skills you might notice could include “proficiency in Zoom”
or “ability to work with others.”

2 Check the application requirements with the employer if you’re using a jobs site. While
employment websites are an excellent resource for helping you find a job, sometimes the job posting
on a jobs site may differ from the employer’s posting. When this happens, you may accidentally
submit the wrong materials or leave out important information that can sabotage your chances of
getting the job. Before you submit your application, review the original job posting on the employer’s
website to make sure you follow the instructions exactly.
 For instance, the employer’s website may say to send your cover letter and resume directly
to the person who’s interviewing the candidates. Similarly, they may ask you to address
specific things on your resume, like your previous salary.

3 Fill out every field on the application. You may get frustrated if the application asks you to re-
enter information you’ve already provided, like the contents of your resume. However, entering this
information on the application itself makes it easier for the employment software to scan your
information to see if you’re a good fit for the job. Additionally, it’s generally easier for the interviewer
to read. Make sure you give full and accurate answers for each question to give yourself the best
chance at getting the job.
 Consider typing your answers in a word processing document so you can easily proofread it.
Then, copy and paste it into the application.
 If you want the employer to know something about you, such as past job responsibilities that
relate to the position you want, include it in the relevant application fields. Don’t assume
they’ll see it on your resume.
 Don’t use the auto-fill feature on the application because you might accidentally enter the
wrong information in the box.

4 Import your resume and cover letter, if requested. Many employers ask for a resume and cover
letter, even if you’re submitting an application, as well. Look for a button on the website where you’re
applying that say’s “import” or “upload.” Click on this button and select the document files you want
to send the employer. Check that your documents uploaded properly before you submit your
application.
 Make sure you pick the right document for this job. It might help to clearly label your
resume and cover letter so you know which one is for which job.

5 Review your application to make sure it’s free of errors. Mistakes on your application may make
the employer think you don’t pay attention to details, so it might hurt your chances of getting the job.
Read over all of your responses to verify that you didn’t make any errors. Correct any mistakes you
made and add additional details if you think some of your answers are too vague.
 Double check for typos, misspellings, and grammatical errors. Some employers might
ignore your application if they spot these types of mistakes because they likely have a lot of
applicants to sort through.

6 Submit your application through the website if you’re using one. When you’re ready to send in
your application, look for a button that says “submit.” It will likely be on the bottom of the screen.
Click this button to send your application and uploaded materials to the employer.
 After you hit “submit,” you likely won’t be able to correct your application, resume, or
cover letter. Make sure everything is perfect before you send in your application.
7 Email your materials to the employer if you’re applying directly. Some employers may prefer
that you send your resume and cover letter directly to the hiring manager or human resources
department. Enter the email address into the email form and check that it’s right. Create a subject line
that fits the instructions in the job posting. Then, attach your resume and cover letter. Type out a short

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message to the recipient telling them that you’re interested in the job and have attached your
materials.[19]
 Your subject line might be, “Applicant for IT Position,” “Resume and Cover Letter for
Gallery Attendant,” or “In Response to Job Posting.”
 Your short message might say, “I’m excited to apply for the position of Gallery Attendant
with your museum. As a museum member, I’ve spent many hours in the galleries, so I’ll be
a great fit for the position. Please find attached my resume and cover letter, which will show
you how I’ll be an asset for your organization.”

Method3
Applying for a Job In-Person

1 Dress like you’re going to a job interview. Your first impression with a potential employer is very
important, so wear professional attire, no matter what type of job you want. This shows the employer
that you’re taking your job hunt seriously.[20]
 You might wear a button-up shirt, slacks or a skirt, and dress shoes. To really enhance the
professionalism of your outfit, put on a blazer or cardigan over your ensemble.
 If you’re applying for a job in retail or restaurant work, you might get a quick first interview
on the spot.

2 Ask to talk to the hiring manager. Smile and greet the employee who first makes contact with you.
Then, say that you’re looking for a job and would like to talk to the hiring manager. Wait patiently for
the person to come meet with you.[21]
 Say something like, “Hi, I’m here to ask about a job. Is your hiring manager available for a
quick conversation?”
 If they’re unavailable, ask when a good time to return is. You might say, “When would be a
good time for me to come back?”
 If you see that the business is super busy, it’s best to come back at a later time. You won’t
make a good first impression if you put your needs in front of the employees and customers.

3 Tell the hiring manager you’re interested in applying for open positions. Take this moment to
quickly explain why you want to work there. Express your interest in the company, then ask if there
are open positions you can apply for. If so, ask if you can fill out an application.
 You could say, “Hi, I’m Taylor Evans. I’m a regular customer here and am very
knowledgeable about your products, so I think I’d be an asset to your business. I was
wondering if you have any unfilled positions.”
 Keep in mind that some organizations don’t have applications. In that case, they may just
take your resume.

4 Hand the company representative a copy of your resume. It’s always a good idea to bring your
resume with you because it shows you’re dedicated to getting the job. Give your resume to the hiring
manager to look at when they have time. If they review it immediately, answer any questions they
might have for you.
 Only bring in 1 or 2 copies of your resume. Otherwise, the hiring manager may think you’re
applying everywhere. Even if that’s the case, you want them to think that you’re specifically
interested in their workplace.
 Don’t expect the hiring manager to read it right away, as they may be really busy. Keep a
positive attitude even if they tuck it away.
5 Fill out a job application if the company has one. The hiring manager may give you a paper
application, though they might direct you to fill out an application online. Provide accurate answers to
all of the boxes, then double check that you haven’t made any mistakes. If it’s a paper application,
smile as you hand it back to them to show you’re excited about the job.
 You might hand it to them and say, “Thank you so much for this opportunity!”

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6 Thank the employees for their time before you leave. Tell each person that you talked to that
you’re grateful for the time they spent talking to you. Be sure to smile as you do this so your thanks
seems genuine.
 Say something like, “Thank you so much for taking the time to talk to me,” or “Thank you
for all of your help.”

Method4
Following up on Your Application

1 Contact the employer a week after submitting your application. Checking on the status of your
application shows your interest in the position and ensures that your application materials have made it
to the appropriate person. Call the employer, send the employer an email, or message the interviewer
on LinkedIn to follow-up. Ask if they’re received your application and inquire about the hiring
process.
 Keep track of when you applied for each job to make sure you remember to follow-up.
 During the COVID-19 pandemic, some hiring managers and human resources departments
are overwhelmed and may be working from home. Be mindful of this when you contact
them. You might wait a few extra days before contacting them. Additionally, keep your
message short and friendly.

2 Use a friendly, positive tone when talking to the employer. You’re likely really anxious for an
answer, but you might make a bad impression if you sound nervous or demanding. Be kind to every
employee you talk to at the organization. Ask basic questions and accept whatever answer you receive.

 For instance, don’t make demanding comments like, “I haven’t been contacted yet,” or
“How long will it take for you to go through the applications?” Instead, say something like,
“Have any decisions been made,” or “Can you give me a little information about the hiring
time frame?”

3 Tell them you understand COVID-19 may affect their needs and timeline. Many employers are
adjusting their workforce due to changes in the economy. Additionally, employees may be working
remotely and might be handling extra responsibilities. Explain that you understand what they’re
dealing with right now and are flexible to fit their needs. Doing so shows them you’re a team player
and are willing to adjust as needed if you’re hired.
 You might say, “I recognize that the pandemic may affect your hiring needs, but are you still
hiring for this position?” or “I know the hiring timeline might shift because of the pandemic,
but do you have an overview of what I can expect?”

What Is An Interview?

An interview is a discussion or conversation between a potential employer and a candidate. It is a

selection process designed that helps an employer understand the skills, scrutinise their personality and
character traits and check the domain knowledge. In this formal meeting, the employer asks questions
to get information from a candidate. Usually, interviews happen during the last phase of the
recruitment process and help companies select a suitable candidate for a job role. During an interview,
the interviewer may ask you about their salary expectation, whereas you can ask about the job
responsibilities.

Another purpose an interview serves is that it helps in authenticating a candidate's application.

Employers use this opportunity to investigate a candidate's claim and check whether they can prove
their claims.

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Types of Interviews

Here are a few types of interviews you are likely to face during a recruitment process:

Structured interviews

A structured interview process is where an employer asks a fixed set of questions to all candidates
appearing for an interview. Rather than focusing on experience-based questions, an employer prefers
asking a fixed set of questions and recording the responses of every candidate. They grade these
responses against a suitable scoring system and hire candidates based on this result. A structured
interview is beneficial for both interviewers and candidates because it eliminates biasness from the
recruitment process.

Unstructured interviews

In unstructured interviews, a conversation occurs conversationally and spontaneously. The interviewer

can ask questions related to a candidate's skills, experience or qualification. Such interviews do not
follow any set format and the interview can go in any direction. It is a traditional interviewing method
that organisation's uses to hire suitable candidates. Using an unstructured interview, interviewers
gauge a candidate's interview skills by comparing their performance to other candidates.

Situational interviews

In a situational interview, employers present a candidate with a problem. Employers use this interview
process to evaluate their approach to solving problems. Through such interviews, an employer
understands what action a candidate would take in various job-related situations. When answering
such questions, employers expect a candidate to give answers related to similar situations a candidate
handled in the past.

Behavioural interviews

Behavioural interviews are a technique which employers use to gauge and evaluate a candidate's past
behaviour in different situations. It helps in understanding how a candidate would perform in similar
situations at work. It is easier for an employer to predict the success of a candidate on their past
performance. Usually, the employer asks open-ended questions about specific situations to hire a
suitable candidate. The employer then tallies a candidate's response against an anchored rating scale.

Stress interviews

Employers gauge a candidate's ability to respond to stress in different workplace situations using this
interview style. For some job roles like consulting, employers conduct stress interviews to spot
sensitive applicants and separate high-stress tolerance candidates from the rest. It is a great interview
style to find sensitive applicants who may lose their calm attitude in stressful situations. In such
interviews, employers create anxiety to see the reaction of a candidate.

Technical interviews

A technical interview is an interview type that helps an employer understand the technical and job-
related aptitude. When applying for healthcare, information technology, engineering and science, a
candidate is more likely to face technical interviews. Through such interviews, an employer gauges
your technical expertise and it helps in understanding whether you have the skills required to complete
your job-specific duties.

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One-to-one interviews

It is a common type of interview where only one interviewer interviews a candidate. It is a

conversational type of interview where the employer drives the agenda initially and a candidate asks
questions toward the end. Usually, an employer may ask general, technical, situational and behavioural
questions in a one-to-one interview. It is a great interview technique to understand a candidate's
experience and domain knowledge.

Video or phone interviews

Such interviews occur on the phone or via video. An employer conducts such interviews when a
candidate cannot attend a face-to-face interview. Rather than calling every candidate for an interview,
employers usually conduct phone interviews to screen potential candidates. When candidates receive
an unexpected call from employers, they give spontaneous answers that help an employer understand
the candidate's intelligence and interpersonal skills.

Types of Interviews Formats

When preparing for an interview, researching different interview formats can help you prepare better
for your upcoming interview. Here are different interview formats:

Individual

Individual interview formats involve only one interviewer with one candidate. In such interviews,
employers can ask situation or behavioural questions. Usually, in such questions, an interviewer may
ask the following questions:

 Job-specific questions help an interviewer understand whether a candidate is a good fit.

 General interview questions related to experience, background, strength and qualification.

When going for an individual interview, focus on highlighting your relevant skills and solving
problems for the company. Also, answer questions by providing examples from your previous job
experience.

Group

In group interviews, a company interviews multiple applicants at the same time. The interviewer may
provide a topic for the group to discuss. During their discussion, an observer rates their performance.
Such an interview format helps an employer understand the differences and nuances in the skills and
qualifications of candidates. It helps employers test a candidate's interpersonal and communication
skills. Usually, in group interviews, interviewers can understand how candidates apply their skills,
strengths and qualifications when interacting with others.

Panel

In a panel interview, several interviewers assess an individual's candidate on their skills, qualification
and experience. Often, the panel comprises a hiring manager, a colleague or a team's manager. In such
a format, interviewers usually ask questions in succession. The answer a candidate provides allows a
panel to see how they fit the company's values and culture. During a panel interview, focus on
maintaining eye contact with everyone and share your success with them.

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Multiple-round

When hiring for a technical role, many organisations conduct multiple interviews to evaluate
candidates' skills and qualifications. In multiple round interviews, the first two rounds may comprise a
technical round. The last round maybe with a hiring manager to discuss the candidature and salary
expectations. Success in multiple-round interviews involves applying communication and
interpersonal skills to answer questions that highlight your skills.

Informational

The informational interview format is where you interact with a professional working in a company
you are preparing for. In an information interview, candidates contact professionals from different
companies and schedule a time to meet them. A professional can help in understanding the work
culture and environment of the company. They answer questions about different job roles and potential
growth in the company. When going for an informational interview, prepare a list of questions you
want to ask about the company and its culture.

Computer-assisted

Often, computer-assisted interviews are video interviews. Employers provide a series of questions on
their screen by pressing the key on the keyboard. Though this technique results in faster hiring, it
cannot assess a candidate's emotional intelligence, communication skills or interpersonal skills.
Companies prefer using this interview technique when screening and filtering out a large base of
candidates applying for a single job.

Group Discussion

Group Discussion or GD is a type of discussion that involves people sharing ideas or activities.
People in the group discussion are connected with one basic idea. Based on that idea, everyone in the
group represents his/her perspective.

GD is a discussion that tests the candidate's skills, such as leadership skills, communication skills,
social skills and behavior, politeness, teamwork, listening ability, General awareness, confidence,
problem-solving skills, etc.

The Group Discussion is generally the next level after the entrance exam to pursue a professional
degree. In the case of recruitments, Group Discussion can be the starting or at the end, depending on
different companies or organizations.
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It is not fixed that the group discussion is always performed around the table. People can sit in any
arrangement, but everyone should be able to see every face. It is not only the usual discussion, but it is
also a discussion with knowledge and facts.

What is Group Discussion?

Group Discussion is a combination of two words 'Group' and 'Discussion.' Let's discuss it in detail.

Group

A group means many people are working together to achieve some targets. The performance of a
group depends on the collaborative work of the individuals. The team of three or more than three
people is considered as a group.

Discussion

Discussion means exchanging ideas between two or more than two people, which is generally a face-
to-face interaction. It is a process of talking between people to reach a specific decision. It is also
defined as a conversation about a specific topic.

The result or end product of group discussion can be a particular decision, enhanced knowledge,
actions, an argument, doubt-clearing, disagreement, etc.

Why GD?

Over the last years, GD is used to test the soft skills of the candidates. It is used as a quick method to
shortlist a few candidates from the massive strength. The written exam tests the knowledge and
aptitude. Organizations check the social skills, technical, and communication skills so that a candidate
can work effectively without any obstacle in between his/her skills.

The GD or Group Discussion is used as an exam for many organizations and schools. It tests the
personality skills, communication skills, teamwork, confidence, problem-solving skills, social skills,
behavior, and leadership abilities of a candidate. It is also an essential part of short-listing candidates
for a job or admission to a university.

An intelligent candidate with good knowledge and skills sometimes lacks communication skills, which
can be a lack of confidence, hesitation in speaking, unable to explain his/her point of view, etc. Due to
this, Group Discussion nowadays has become an essential part of most of the organization and
institutes.

Knowledge and technical skills are essential things for a candidate, but in an organization, he/she
might have to face the meetings, discussing technical issues, handling new employees, etc. Here, a
lack of communication skills becomes the disadvantage of that candidate. Hence, organizations and
institutes ensure that the candidate must possess all the qualities before joining.

Who are Panelists?

Panelists are the people who judge the Group Discussion. Evaluation parameters are different for
every company, but the general procedure remains the same.
GD Process
Let's discuss how GD or Group discussion is conducted.
Participants

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The participants can range from 7 to 12 in a group. The number of candidates in a Group Discussion
depends on the available strength. If the strength is low, the number of participants can range from 5 to
7.

Duration of a GD

The average duration of a Group Discussion is 15 minutes. But, it may vary depending on the number
of candidates in a group. Sometimes, the panelist or judges can extend the discussion for more than 15
minutes. They can also end the discussion in between. The participants should not consider any
assumption that the GD will be conducted only for 15 minutes.

In some cases (IIFT), the duration of a Group Discussion can extend upto 45 minutes.

Process

1. The process of a Group Discussion starts with the announcement of the topic. The given topic
could be technical, factual, or case study.
2. Before beginning with the discussion, the preparation time of 3 minutes is given. The time
can also extend in case of a long case statement.
3. Any participant in the group can initiate the discussion. After the lead participant, anyone in
the group can continue the discussion. Similarly, everyone gets the chance to speak. One after
another, participants in the group expresses their views on the given topic.
4. It ends when the panelist stops the discussion or may ask one or more than one participant to
summarize the GD. Whenever you are asked for the summary, remember to cover the
discussed points. The summary cannot include the words that were not part of the discussion.
The participants that were quite among the discussion are generally asked to summarize it,
which is a good opportunity to present their views. But, it does not mean that everyone should
be quite. The summary should include the essential discussed points and the conclusion of the
discussion.
5. The final scores are calculated. Based on the performance of each participant, the panelist gives
the scores. The panelists are usually four to five to judge the performance of candidates in the
Group Discussion.

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Importance of Group Discussion

Group Discussions are an essential part of testing candidates in the organizations, recruitment process,
etc. It also plays an important role in improving the skills of a candidate.

So, let's discuss the importance of Group Discussion.

o Increases confidence
The GD allows the participants to speak in public, which increases their confidence to speak
without any hesitation.
o Focuses on Deep thinking
It tests the knowledge of a candidate. The participants get only a few minutes (3 to 5) for the
preparation. In such a small duration, they have to make a list of points to speak. The
participants in a group listen and understand other participants points of view, making them
think deeply about the topic.
o Improves Communication Skills
GD helps the students to represent their views and ask the questions. It not only increases the
confidence of a candidate but also enhances their communication skills.
o Removes hesitation of speaking
Some candidates usually have hesitation in speaking in public. At starting, such candidates
might face difficulty while speaking. But, after two or three Group Discussion, it improves.
Group Discussion helps such candidates to speak loudly and express their views on the topic. It
further removes their hesitation in speaking.
o Team Work
Group Discussion is also based on teamwork. In a company, it is very important to work as a
team for the assigned project. Due to this, the quality of working together with team members
is checked in the Group Discussion. The panelist also judges the cooperation of participants in
the group. It allows participants to share their views with other participants in the group.
o Behavior
It helps to understand the attitude and behavior of the candidates towards other participants in a
group.
o Listening Skills
GD improves the listening skills of the candidates. For example, the panelist may ask any
candidate in a group to summarize the discussion. A candidate can only summarize if he/she
has good listening skills. Due to this, every candidate presents in the discussion listens
carefully. It further improves the listening skills of the candidates.
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 o Diversity in the Ideas
The Group Discussion involves sharing ideas with other participants in the group. Every
participant shares his/her thoughts in the group, which makes the diversities in the ideas.
o Recruitments
Group Discussion is widely used for the recruitment process. It helps panelist to select a few
candidates from the group. It also helps them to judge that the candidate is suitable for the
organization or not.

Types of Group Discussion

There are two types of Group Discussion, which are listed below:
o Topic-Based Group Discussion
o Case Study Based Group Discussion

Topic-Based Group Discussion

There are few candidates in a group, where each group is given any topic. The group members discuss
the topic, which is called a Group Discussion.

The topic-based Group Discussion can be further classified as:

1. Controversial Topics
2. Knowledge-Based topics
3. Abstract Topics
4. Conceptual topics

Let's discuss the above topics in detail.

Controversial Topics

The discussion on controversial topics becomes a debate. Such topics are given to judge the
participants' temper and how they can handle the discussion without losing their calm. It shows that
how a candidate can represent his/her views without arguing with other participants.

The example of the controversial topics can be Reservation System, Religion equality, etc.

Knowledge-Based topics

The participants should have a proper understanding of the topic before proceeding for a discussion.
The information should be enough to convince the panelists. The essential thing is to be confident. Do
not initiate the discussion if you are not aware of the topic.

The examples of Knowledge-Based topics can be 'CAT vs. GATE' and 'Government jobs vs. Private
jobs'.

Abstract Topics

The abstract topics test the creativity and thinking of a candidate. It also tests the communication
skills.

The example of Abstracts topics can be 'A walk to remember'.

Conceptual topics

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The conceptual topics are widely used today by companies. It tests the knowledge, logical, and
aptitude skills of a candidate. The topic for the discussion is randomly selected, giving panelists a
space to judge the participants' creative thinking and ability to handle the situation.

The example of Conceptual topics can be 'Life is a Puzzle.'

Case Study Based Group Discussion

The Case study based Group Discussion is generally followed by the MBA Institutes, such as IIM, etc.
In such a discussion, a problem is given, and the participants are asked to resolve them. The
preparation time is also higher as compared to other discussions. The panelists test the teamwork and
decision-making skills of the participants.

The participants need to active and updated with the things around them. It also tests the observation
capability of the participants.

The example of Case study based topics can be 'Discussion between boss and manager'.

Rules of Group Discussion

There are some rules of a Group Discussion. The rules of Group Discussion are listed below:
o Prepare well for the topic.
The quick trick is to note all the important points during the preparation time. Do not write
brief paragraphs. Try to write short points and explain them briefly in the discussion.
o Be confident about your content
It would help if you always were confident about your content. If you are not confident, you
may hesitate while speaking, which will create a negative impression.
o Participants Introduction
Most participants only focus on their content. You should be aware during the introduction of
all the participants in your group. To get attention, you can call out the person's name when the
discussion gets diverted.
o Body Language
Always take care of your body language. Do not focus only on the content.
o Leadership
Try to take the lead in the group if you are confident about the topic and the knowledge.
o Avoid false starts or commitments
Do not initiate the discussion if you are not sure about your content. Do not present any wrong
information.
o Follow your Domain
Every company has its own culture. Prepare your content according to the company
requirements. For example, industrial companies will focus more on technical talks, while
marketing companies seek the combination of creative and oriented content.
o Do not fight
In the Group Discussion, some candidates often get aggressive. Do not fight during the
discussion. Most of the companies require sensitive and polite candidates rather than
aggressive ones.

Estimated criteria for a Group Discussion

The performance of an effective Group discussion depends on individual skills and group
coordination.

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Let's discuss it in detail.

Individual Skills

The individual skills are listed below:

o Communication Skills
All the participants in the Group Discussion present their views on the given topic. The
language used should be simple so that everyone present in the discussion can easily
understand.
o Content
The content is an essential part of the discussion. The content is the words spoken by every
candidate. The content should not be copied, repetitive, and wrong. It creates a negative
impression. The candidate should not get diverted from the topic. If the content is correct and
relevant to the topic, the panelists examine the content and give scores based on your content.
They also check that the content is in-depth or superficial.
o Analytical Skills
The analytical skills include the exploration of the asked question. Such skills are more focused
on a case study Group Discussion. It primarily includes exploring 'how' and 'why' of the
subject content.
o Creativity
It includes how you can think differently from other participants or present your views in
different ways. You can also abstract the topic differently. All these points will make you
unique.
It will also gain more focus from the panelists on you.
o Decision Making
GD helps in evaluation of the topic and reaching towards the specific decision. It is based on
the suggestions given by the members of the group. The task of selecting suitable candidates
from the group also becomes easy for the panelist or boss.
o Covering Mistakes
The panelists give the topic at the time of the Group Discussion. You usually get a few minutes
to prepare. Sometimes while speaking, mistakes often happen. But, it does not mean that we
should stop the discussion in between and get nervous. In such cases, never lose confidence.
Always correct the mistakes and come back with confidence.
o Reasoning Skills
The panelist checks how much a participant is right in his/her logical skills. They also check

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 how good you are in supporting standpoints, how you respond to the other participants, and
weaken or strengthen other arguments in the discussion.
o Voice
Voice can range from high-pitch to low-pitch. A high-pitch sometimes seems irritating, while
low-pitch may not be understood by everyone present in the discussion. So, voice plays a very
important role.
High-pitch is useful when the Group discussion becomes a market where everyone is speaking,
and no one is audible. At that time, your high-pitch can calm the participants. So, you should
adjust your voice and pitch as per the circumstances.
o Fluency
A participant of a Group Discussion should have fluency in his/her spoken English. Everyone
in the discussion listens to you carefully. Improper fluency will distract the listeners. So, it is
essential to be fluent while speaking.
o Enthusiasm
Group Discussions are generally unpredictable. Various candidates are keen to share their
views with others. The more enjoyment you feel while sharing views, the better will be your
performance in the discussion. If you are not interested in the Group Discussion, you may not
be able to express your views clearly.
o Initiative
Initiative means to take the lead in the discussion. If you are confident and have good
knowledge about the topic, take action. Do not hesitate and be the first one to start the
discussion. It will get you the bonus points.
You can also take the initiative between when the discussion is diverted or going out of the
topic.

Group Coordination

The group coordination includes the qualities that are evaluated based on group situations, which are
listed below:
o Body Language
The panelists mainly focus on eye contact and hand movements. Your way of sitting is also
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 essential. Hand movements are the sign of your keen interest in the discussion. You cannot sit
randomly as you are in your home. You have to be very careful about the ways you sit, speak,
etc. The speaker should maintain eye contact with every participant in the discussion. But, it
does not mean that you should not maintain eye contact when you are not speaking. You are
required to be aware of the whole discussion period.
The improper body language is considered as a lack of interest or a lack of confidence. It will
also distract the attention of panelists from your words. Do not participate in the unusual
activities, such as playing with pens and hairs, tapping on the desks, and laughing. You should
grab your focus only on the topic.
o Behavior
The behavior of the candidate in the Group Discussion should not be aggressive. It should be
polite. Remember that the B-schools or organizations are looking for sensitive and polite
candidates, not violent bouncers.
o Listening Skills
The panelist observes that every candidate is listening to the discussion or not. They can also
ask any candidate to summarize the discussion at the end. The panelist may infer the poor
listener in many ways, such as lack of confidence, poor eye contact, or poor summary at the
end. Hence, it is a rarest and essential skill to be a good participant in a Group Discussion.
o Leadership Quality
In a group, one or two participants play the role of a lead. They define the essential points of a
topic and try to hold the grip of the group to achieve a common goal. Such candidates often
score bonus points. But it does not mean that the candidate who spokes first will get bonus
points while others not. It mainly depends on the content. If the first person's content is not
impressive compared to the other candidates, he/she will get fewer scores.
o Team Work
In any company, we need to work as a team for the projects. Due to this reason, penalists also
check the coordination of the participants in a team. You should not infer any participant while
speaking. Do not try to prove that other participants are not speaking correctly.

Seven Mistakes to avoid in a Group Discussion

Most of the candidates in a Group Discussion are not aware of some mistakes. Little mistakes can have
an adverse impact on our impression towards the judges, which are listed below:
o Stop taking leads if you do not know much
We should not take the lead in a Group Discussion if we are not much aware of the topic. If we
are confident and have much knowledge about the topic, we can initiate the discussion of that
group. Otherwise, wait for others to start.
Being second, third, or fourth in the group helps you better understand the topic by listening to
other candidates.
o Do not hesitate to initiate the discussion
If you have much knowledge and are confident about the topic, try to take the lead.
o Do not copy anyone else ideas or comments
You should not copy the ideas and comments of other participants in the group. It creates a
negative impression. In case you do not have any idea about the topic, it's better to act smart.
Analyze and listen to other participants, add some points, and convert it in your own words.
o Do not avoid eye contact with other participants while speaking
When you start a discussion, you should not forget that it is a discussion with multiple
candidates. It means that you are not only speaking but having conversations or debates with
them. Avoiding eye contact is considered a sign of disrespect and a lack of confidence.
o Do not lose confidence in the whole discussion
The group discussion is not carried for a long duration. It is just for a short span of time. Try

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 always being confident. Do not get nervous if some point goes wrong. Mistakes often happen,
but how to recover is more important. Take a challenge to correct your mistakes and come
back again with confidence.
o Do not speak slowly
You should always speak loudly in a Group discussion so that everyone can hear and
understand your words. Sometimes, the scene of a GD becomes like a market where everyone
speaks, but no one is clearly audible. If you have a low voice, there is no chance for you to
stand. You can increase your volume and try to settle down the commotion. It will also leave a
good impression.
o Try to contribute in a discussion rather than just speaking
Some candidates often speak continuously in a single go. The reason may be the fear of not
getting another chance. You should try to cover one keyword at a time by breaking the points
into two or three different parts. The words we speak should be valuable without any
repetition.

Simple hacks to crack a group discussion for beginners

It might be complicated for a beginner to crack a Group Discussion. Let's discuss some simple hacks
to crack a Group Discussion for beginners, which are listed below:
o Create a structure before beginning
During the preparation time, prepare a structure of your discussion. As soon as your discussion
starts, look at your structure, and start speaking serially. You can also discuss the agenda with
your group and work together on it. It gives a logical flow to your discussion. In this way, you
and your group mates can together plan the discussion. To avoid the off-track discussion, keep
summarizing in between so that everyone remains on track.
The structure can be in the form of:
o A flowchart
o A block diagram
o Simple steps
o Notes
o Speak point to point
The organizations are interested in hiring candidates who speak point to point and have
effective communication. They do not want to hire those who just beat the rush only to leave a
good impression. You should be confident about your words, prepare the discussion according
to the topic, and do not hesitate.
Your points should be clear and precise. Do not include large paragraphs in your discussion.
o Be yourself
Do not compare yourself with others. When you apply for an organization or a company, you
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 know that the work culture will fit your needs. Do not speak to create an impression. Speak
that you feel correct.
o Attitude
During the discussion, if you found any incorrect statements, inequality to someone,
disrespects, comments, ethnicity, etc. that you are not satisfied with, start and present your
views. Do not focus on what others will think or say. Raise your voice and hold the chance to
speak. But be polite while objecting to someone's point of view. Always be friendly and kind
to your group mates.
o Clarity
You should be clear with your words. Your voice should be audible to everyone present in the
discussion. Do not speak fast to cover all the points. You should always be confident even if
you make mistakes.
o Maintain eye contact
A beginner often feels nervous in a Group Discussion, due to which he/she is unable to keep
eye contact with other group members. It makes a negative impression that the candidate is not
confident.
So, always maintain eye contact with other group members in the whole discussion.
o Be formal
You may be confident while speaking in a Group Discussion. But, always take care of your
body language, dressing style, and gestures. Remember, it is a formal discussion, not a casual
discussion.
o Be careful
Sometimes, candidates only focus on their speech and matter. Do not concentrate only on
yourself. You should always be careful in a Group Discussion. Listen to other participants as
well. The panelists at the end can ask anyone to summarize the discussion. The summarization
includes all the essential points discussed by everyone in the discussion. If you are unable to
summarize, it will create a negative impression.

RESUME

1. Choose the Right Resume Format

You can't just start writing a resume by putting your info together in some easy resume template all
willy-nilly.
Instead, first select from the standard resume formats:
Reverse-chronological format
Pros: Traditional resume style, familiar to potential employers.
Cons: Very common, not the most creative resume design format.
Combination format
Pros: Great for experienced pros and career changers for highlighting transferable skills.
Cons: Uncommon type, not as familiar, not recommended for entry-level jobseekers.
Functional format (skills-based)
Pros: Entry-level job hunters can emphasize skills over lack of experience.
Cons: HR managers may think you're hiding something.

To learn more about the best resume format to use for your particular situation, check out:

 The common resume format examples.

 Chronological resume, i.e., the classic resume layout.
 The combination resume template, or a chrono-functional resume.
 The functional resume template focusing on skills.
 Good resume designs to ease your choice.

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The chronological resume is a traditional resume format that emphasizes your duties, experience, and
work history. As the standard format, it tends to be the easiest to read and scan. You'll list your most
recent positions first, and go back through past jobs in reverse-chronological order from there.

Pro Tip: There are several studies that theorize relationships between resume cues and the applicant's
personality and hireability, further impacting hiring judgments through resumes. Be careful which info
you choose to include!

2. Add Your Contact Information and Personal Details

A career diplomat knows what information should be disclosed, and which is better held back.

Likewise, there are basic items that you must include in the contact information section, but you
should also know what not to put on a resume:

Contact Information to Include in a Resume:

 Name: First name, last name (middle name optional).

 Phone Number: Personal cell phone is preferred over the home phone number.
 Email Address: Today's preferred means of communication.
 LinkedIn URL: Include your LinkedIn profile (hiring managers will spy on you anyway).

Contact Information to Leave Out:

 Date of Birth: Adding your birthdate could lead to ageism. Add only if required, such as for
jobs serving alcohol, for example.
 Second Email or Phone Number: A second email address, mailing address, or phone number
will just confuse them (and you).
 Photo/Headshot: In the United States, resume images and profile photos are usually not
recommended.

Marketing-specific advice? Perhaps. But employers will look you up online anyway, so keep that in
mind.

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3. Start with a Heading Statement (Resume Summary or Resume Objective)

You know how most Tinder users have little patience? And it takes a witty statement, or a provocative
image to get a person not to swipe left on you?

Well, the employer flips through resumes just as fast. In less than 7 seconds, as our HR statistics report
shows, hiring managers scan your resume and make an initial decision. That means your resume
summary statement/resume objective statement is likely to have the most eye time since it's at the top
of the page.

You've got to compose a statement that paints an attractive image of your candidacy. After all, what is
the purpose of a resume but to give the best impression of your clout as a candidate? Only question
is—which one should you choose?

Here's how to write a resume profile that makes the recruiter swipe right:

What Is a Resume Summary Statement

Got enough relevant experience? Choose the resume summary statement that will condense your
position-related skills and qualifications.

Let's take a look at how to write a professional summary (or not), with right and wrong examples for
clarity:
RIGHT
Personable and dependable graphic designer with 4+ years of expertise in a fast-paced global marketing fir
Achieved company-best quality satisfaction rating according to internal review (99.76%). Seeking to advance m
career by growing professionally with the DeZine team.
WRONG
I have been a graphic designer for the last 4 years. In addition to my knowledge of various software and desi
programs, I also handle some tough customer accounts, and I am always able to work well under pressure, even t
tightest of deadlines.
Difference? Wrong focuses on everyday duties, not accomplishments. Right gives evidence of IT
consultant resume skills, achievements, and experience.

Pro Tip: The “right” resume summary above also mentioned the company by name. This is a great
way to make sure that your resume feels personalized, rather than just sent to every company out
there.

What Is a Resume Objective Statement?

Choose the resume objective statement if you have no work experience at all or at least none related to
the position you're applying for (entry-level applicants, career changers, students, etc.). You'll make
the case that though you don't have experience with this position, you do have experience relevant to
it, and transferable skills from other areas.

Let's look at another set of good/bad examples on writing an objective for a resume:
RIGHT
Diligent customer support specialist with 3+ years of experience at a large computer hardware
company. Obtained the highest grades in build spec knowledge (100%) and quality (97.3%). Seeking
to further career by growing with the BQNY team as an entry-level IT technician.

WRONG

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RIGHT
I am a customer support specialist eager to become a field technician. I don't have experience in field
work, but past coworkers have said that I am a quick learner. I am highly motivated because I enjoy
being outside for work rather than behind a desk at a cubicle.

In the Right one, we used some transferable skills from the previous company and some proud resume
achievements… with numbers. Remember: numbers speak louder than words! The Wrong one doesn't
show enough to hold the hiring manager's attention.

Feel free to explore some more resume objective examples—and for experienced candidates, it's worth
considering a summary of qualifications, too.

Pro Tip: If you noticed, both “wrong” examples above used the first-person. Avoid this on your
resume.

4. List Your Relevant Work Experience & Key Achievements

If you think of your resume as a fancy meal, the resume experience section is the main course. It
includes the most important things to put on a resume, like your work history and past achievements.

Let's go through the various job history components of the perfect resume experience section now.

How to Format the Resume Work Experience Section

The recommended way to format your employment history in the job experience section is this:

 Job Title: This should go at the very top of each entry of work history so that it's easy for
potential employers to scan and find. Make it bold and/or increase the font size by 1pt or 2pts
from the rest of the entry.
 Company, City, State: On the second line, include the previous employer's company name,
and the city and state of the location you worked at.
 Dates Employed: Thirdly, put the timeframe of your employment there. You can add the year
or both the month and the year, but there's no need to put exact days.
 Key Responsibilities: Don't just list every single task you did in your job history. Focus on the
few duties most relevant to the new job.
 Key Achievements: Often overlooked, but super important. Employers know what you did,
but they need to know how well you did them.
 Keywords: It is important to sprinkle resume keywords throughout the experience section
(we'll talk more about this shortly).

If adding more than one job history entry to your resume or CV experience section, start with the most
recent position and go back in reverse-chronological order from there. Use five or six bullet points to
make your case for each entry's responsibilities and achievements.

Also, your experience section resume bullet points should go near the top, just under your heading
statement. However, if you have little or no professional experience, put your education
section above your work history.

Got a promotion you want to show off, or more than one job title within the same company? Don't
worry, our guide on how to show promotions and multiple positions will show you how.

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Think about accomplishments you've had, not necessarily meaning solid sales numbers or
percentages. Were you involved in something that had great success? If so, include it! Showing what
you've done beyond your daily duties is what will prompt employers to call you. Employers want to
hire someone who exhibits motivation, participation, and ambition.
Tailoring Your Resume Work Experience

Robots are taking over. As hiring practices continue to modernize, larger companies are turning to
applicant tracking systems (ATS) to give them a hand. ATS software automates the early stages of the
recruitment process. How? They look for keywords and assign a score per candidate.

So, tailoring your resume is an absolute must, and your experience section is where you'll do most of
it. To create an ATS-friendly resume, go back to the job description and look for resume
keywords related to your responsibilities. If you see duties you've performed, include them in
your resume job description bullet points.

Tailoring your resume also involves knowing how long a resume should be. There are pros and cons
for a one-page resume and the two-page resume but avoid anything longer.

Also, don't use the same, tired words (“responsible for…”) in your resume job experience area.
Instead, choose power words and action verbs which will keep them interested. Use present tense to
describe your current job and past tense to talk about previous experience.

Finally, don't use passive voice, as it feels evasive and unclear. Instead, choose active voice when
writing a resume, as it's concise and to the point:
WRONG
Growth team was managed by me.
RIGHT
Managed growth team.
How Much Work Experience to Include on a Resume?

In principle, a resume should go back no more than 10-15 years. But the more experience you have,
the less you should worry about the length of your resume. Don't go trying to cram everything into a 1-
page resume template if you're a highly-experienced candidate.

Senior-level applicants, such as executives and managers, should list up to 15 years of relevant work
experience with powerful action verbs to introduce each bullet point.

Mid-level jobseekers should include detailed job descriptions of relevant positions and a brief
mention of any other positions.

Entry-level candidates should list and describe all paid work, particularly calling out responsibilities
and achievements that are most relevant.

First-time job hunters with no work experience can still include other history, such as a student
organization role, internship, or volunteer experience, to fill out their experience section.

As you learn how to write a resume, remember the best resume templates will highlight your
experience and eligibility. Don't hide it with the wrong order, a dull resume layout, or a template free
of character. With dozens of good resume examples, templates, and styles, Zety is the best resume
builder online.

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Experienced a spell of unemployment? Don't worry! Check out our guide: How to Explain Gaps in
Your Resume.
5. Reference Your Education Correctly

Many people treat the education section as an afterthought, but you shouldn't. It's an essential part of
your resume structure.

How to List Your Education on a Resume:

 Place your highest degree first.

 List any other degrees in reverse-chronological order.
 Skip the high school info if you finished a university.
 Mention completed credits if your education is unfinished (some college on a resume is better
than none).
 Add any relevant coursework, list honors on your job application, or mention the awards you
received (e.g., making the Dean's List).
 Finish with relevant extracurricular activities.

Simple, huh? Here's a brief look at how to list education on a resume:

As for mentioning your GPA on a resume, it’s only a good idea if you graduated recently and your
GPA was high enough to impress employers: at least 3.5. Otherwise, just leave it off your application.

Want to know how to create a resume education section if you have a GED or didn't graduate? Not
sure about the proper resume education format? Check out our article on how to put education on a
resume.

Pro Tip: Don't lie in your resume or CV education section. A credit short of a diploma is not a
diploma. Also, don't round your GPA up. Anyway, many business degrees don't necessarily improve
job prospects.
6. Put Relevant Skills That Fit the Job Ad

Your skills are crucial to making your resume relevant to the position (and attractive to employers).
A good resume uses the job ad as reference and includes resume keywords to show you're a good fit
for the job.

What Are Hard Skills vs. Soft Skills

Hard skills are specific abilities and know-how (e.g., Photoshop, using a cash register).

Soft skills are self-developed, life-learned attributes (e.g., social skills, adaptability).
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Combined, these make up a skill set, which is a job seeker's range of skills and abilities.

Pro Tip: Don't list irrelevant skills! An IT resume doesn't need to disclose your veterinary skills, and a
resume for a chef shouldn't include your ability to use Photoshop.

What Skills to Put on a Resume?

Remember that job description you had handy from earlier? Read it again, paying attention to any
specific skills that it mentions. If you have any of them, great: those are the keywords to put on your
resume! Not only will that make your resume more ATS-friendly, you’ll also prove to recruiters that
you’re the right fit for the job.

In case you’d like more guidance, here is a list of some common skills to put on a resume:

 Communication skills—These can include social skills, non-verbal communication, listening

skills, and interpersonal skills.
 Technical skills—Knowledge required to perform specific tasks, like computer skills or clerical
skills.
 Job-specific skills—Particular prowess the company specifically requires.
 Leadership skills and management skills—Ability to be a good manager, leader, and
supervisor.
 Critical thinking skills—Ability to make your own, thought-based decisions and take initiative.
Includes analytical skills, decision-making skills, and problem-solving skills.
 Organizational skills—A knack for planning, organizing, and seeing initiatives through.
 Transferable skills—for career changers, these are abilities you learned that can be carried over
to your new position.

Pro Tip: Don't just google “skills for a [industry] resume” and throw in the results. Take time to tailor
your resume skills list to the job posting, as we mentioned earlier.
How to List Skills on a Resume?

There are several ways to include a list of skills on a resume. For most, a simple skills section that
includes 5-6 key abilities and your proficiency level is enough:

For specific job titles and technical skills, you may want to list your particular knowledge per item, to
give them specific detail into the areas of the skill you excel at:

Pro Tip: Not every skill is worth mentioning on a resume! Saying you can use Microsoft Word is like
bragging about being able to use a fork.
7. Include Additional Important Resume Sections

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Here's the thing—everyone's job resumes include those sections above. But what should a resume
include to make it personalized?

Make your resume unique by including extra resume information. Additional sections on your resume
can showcase just about anything about you, from your proud commendations to languages in which
you're fluent and more.

Here's how to make your resume stand out with extra sections:

Hobbies and Interests

You might not think that your love of baseball and being the Little League assistant coach would be of
interest to a potential employer. However, listing your hobbies and interests subtly proves your ability
to work well in a team, and the coaching can verify your leadership and management expertise.

Volunteer Work
Volunteering boosts employability, studies find. For most job seekers, listing any volunteer
experience as one of your additional resume sections is a great way to show your commitment and
values. It also lets them know that you don't only care about the money. For entry-level or first-time
applicants who have no experience, volunteer work makes an excellent stand-in.
Internship Experience
Listing internships on your resume is only OK if you're fresh out of school, had one or two other jobs,
or you haven't been on the market for longer than 4–5 years.
Certifications and Awards
Got any certifications, licenses to show off on your resume? If they are relevant to the job and
industry, include them!
Placed first in a chili cook-off at the state fair? If you're looking to be a cook, it will definitely help.
Likewise, a food safety certification or food handler's license that you already have would surely be in
your favor.
Languages
Speak another language? Impressive! Listing language skills on a resume only extends your
usefulness as an employee, particularly in international corporations or localities where there is a large
population speaking that second language. List the language, international variation (Latin American
Spanish, for example), and your language fluency levels.
Projects
You can include projects as a separate section if you've done a bunch, or simply mention one or two
below each job description.
Publications
Have articles written for a blog, newspaper, or scientific journal? Mention those publications on a
resume. If your published material isn't online, create a short bibliography of the works you'd like
them to acknowledge.

Also, if you've built graphic designs or other creative creations, or if your list of publications or
projects is too long to go on a resume, consider building an online portfolio to document everything.
Link to it from the contact section, in this case.
8. Complement Your Resume with a Cover Letter
You need to submit a cover letter, most definitely. Your cover letter or job application letter lets you
expand upon things that you need to keep brief on your resume. Also, it allows you to speak easily in
normal sentences!

Sound like an overkill? Think again. Most employers think a resume is not enough to make a decision.
Follow our guide on how to make a cover letter (or a cover letter with no experience or cover letter for
an internship), and you'll knock this out quickly and painlessly.

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Plus, a great cover letter that matches your resume will give you an advantage over other candidates.
You can write it in our cover letter builder here. Here's what it may look like:

9. Proofread, Save, and Email Your Resume the Right Way

You're almost there, but don't send it off just yet. Here are some resume best practices to keep in mind,
so you can rest assured that you wrote the perfect resume:

Proofread & Double-Check

Double-check your CV or resume draft before sending it out. Scan your resume and cover letter (and
email!) with a tool like Grammarly. Then, ask a friend or family member to triple-check. Better safe
than sorry!

Pro Tip: Have a look at our guides on resume tips and resume mistakes to avoid, for more.
It can be especially hard to proofread your own resume because you've probably been staring at it for
ages. The more time you spend rewriting things and fidgeting with bullet points, the more likely you
are to miss that typo in your job title. Even if your experience is impressive, it will look like your
attention to detail is lacking, so it's worth running your resume by a fresh pair of eyes.

As for the question of how to spell resume? It's still a bone of contention, but we think “resume”
without the accents is the best choice.

Check Your Online Presence

Remember when we discussed social media and LinkedIn back in the contact section?

Before a recruiter or hiring manager gets the chance to look you and your employment history up, you
better have your online presence sanitized! That means removing any offensive posts and making
private things private. While you're at it, tweak your LinkedIn profile so that it's up-to-date and
complete.

Pro Tip: Don't send your email to the catch-all public email address for the entire company, unless the
job listing specifically asks you to do so. Find

the personal email address of the HR manager, instead, if you can.

Save Your Resume

Word Doc or PDF? See what the job ad says. Resumes in PDF usually work best, because they
preserve the structure and formatting on all devices. However, if the company’s asking the candidates
to send resumes in Microsoft Word .doc format, creating your resume in Word and sending it as
required is a better idea.

How to name your resume file? Easy: include your name, job title, and the word resume, separated
with hyphens or underscores.
RIGHT
What about references? You definitely shouldn't include them on a resume, but you can include
a reference page with a resume.

Pro Tip: When emailing your resume, check the job description to see if they ask applicants to send
emails with something specific in the subject line of the email. If not,

go with the position title, posting any job reference number, if required, your name, and include the
word “resume.”
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Make It Legible

This entire document you're making is completely useless if the employer can't actually read it. Make
it easy for them to scan by keeping these points in mind.

What Should a Resume Look Like—Formatting:

 Choose the best resume font—a standard font that will render correctly on most machines, like
Cambria, Calibri, Arial, Times New Roman, or Helvetica. No cursive!
 Go for single line spacing, and 11pt or 12pt font size for the regular text. Increase to 14pt—
16pt font size for section titles. Avoid making your resume margins too small, and make them
equal on all sides.
 Use bold text to draw attention to particular words or phrases, and italics for supporting text.
Avoid underlining, as it just makes the resume feel cluttered (and URLs already use it).
 Complement the standard font of your text by alternating serif for sans-serif (or vice versa) in
any section headings. For example, you can pair the Arial font (sans-serif) or Calibri font
(sans-serif) with the Times New Roman font (serif).
 Go for the best resume paper you can afford if you're printing your resume. It'll add an extra
professional touch.

Be Consistent

Consistency on your resume draft is crucial, just like your consistency as their future employee. For
example, format your dates any way you'd like (31 Dec, December 31, 12-2020, etc.), but follow the
same throughout.

If you find an icon to introduce a particular resume section, find resume icons for each section or skip
them altogether. Don't use the wrong verb tenses or go back and forth between tenses. If it was a past
job that you no longer work at, use the past tense. If you're listing a current position, use the present
tense. Whatever you do, keep them consistent throughout.

Email Your Resume the Right Way

When you send a resume to a catch-all email address such as contact@company.org, your resume and
cover letter are entering a sea of similar emails from other job seekers fighting for the same position as
you.

Find the name of the person who will be reading your resume and personalize your email with that
information. Sending a resume is much more compelling when you use Dear Susan instead of To
Whom It May Concern.

 Curriculum Vitae vs. Resume

Curriculum Vitae (CV) is Latin for "course of life." In contrast, resume is French for "summary." Both
CVs & Resumes:

 Are tailored for the specific job/company you are applying to

 Should represent you as the best qualified candidate
 Are used to get you an interview
 Do not usually include personal interests
If you are applying for both academic as well as industry (private or public sector) positions, you will
need to prepare both a resume and a CV.

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Curriculum Vitae vs. Resume: Format and Content

The CV presents a full history of your academic credentials, so the length of the document is variable.
In contrast, a resume presents a concise picture of your skills and qualifications for a specific position,
so length tends to be shorter and dictated by years of experience (generally 1-2 pages).
CVs are used by individuals seeking fellowships, grants, postdoctoral positions, and teaching/research
positions in postsecondary institutions or high-level research positions in industry. Graduate school
applications typically request a CV, but in general are looking for a resume that includes any
publications and descriptions of research projects.
In many European countries, CV is used to describe all job application documents, including a resume.
In the United States and Canada, CV and resume are sometimes used interchangeably. If you are not
sure which kind of document to submit, it is best to ask for clarification.
 Resume
 Emphasize skills
 Used when applying for a position in industry, non-profit, and public sector
 Is no longer than 2 pages, with an additional page for publications and/or poster presentations
if highly relevant to the job
 After 1 year of industry experience, lead with work experience and place education section at
the or near the end, depending upon qualifications
 CV
 Emphasizes academic accomplishments
 used when applying for positions in academia, fellowships and grants
 Length depends upon experience and includes a complete list of publications, posters, and
presentations
 Always begins with education and can include name of advisor and dissertation title or
summary (see examples). Also used for merit/tenure review and sabbatical leave

UNIT 5
SOFT SKILLS
What Are Soft Skills?
Soft skills are interpersonal skills which are used to describe your approach to life, work, and
relationships with other people. Unlike hard skills, these are not professional job-specific skills like
accountancy, graphics designing, etc. Soft skills are your unique selling point which gives you
a competitive edge over others in the workplace and in life.

DEFINITION
Soft skills are non-technical skills that relate to how you work. They include how you interact with
colleagues, how you solve problems, and how you manage your work.

Key Takeaways

 Soft skills are non-technical skills that impact your performance in the workplace.
 You likely already have soft skills from your school and work experience.
 You can also develop soft skills at work, school, volunteer activities, and by participating in
training programs and classes.
 Include your soft skills in your resume and cover letter.
 Demonstrate your soft skills during job interviews.

How Soft Skills Work

Soft skills relate to how you work. Soft skills include interpersonal (people) skills, communication
skills, listening skills, time management, problem-solving, leadership, and empathy, among
others. They are among the top skills employers seek in the candidates they hire because soft skills are
important for just about every job.
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Hiring managers typically look for job candidates with soft skills because they make someone more
successful in the workplace.2 Someone can be excellent with technical, job-specific skills, but if they
can't manage their time or work within a team, they may not be successful in the workplace.

Soft skills are also important to the success of most employers. After all, nearly every job requires
employees to engage with others in some way.

Another reason hiring managers and employers look for applicants with soft skills is that soft skills
are transferable skills that can be used regardless of the person's job. This makes job candidates with
soft skills very adaptable and flexible employees.

Alternate names: Interpersonal skills, essential skills, noncognitive skills.

Example of Soft Skills

Soft skills are particularly important in customer-based jobs, for example. These employees are in
direct contact with customers. It takes several soft skills to be able to listen to a customer and provide
that customer with helpful and polite service.

Note
Even if you're not in a client-facing role, you need to be able to get along with co-workers, managers,
vendors, and other people you interact with at work.

Types of Soft Skills

Soft skills include the personal attributes, personality traits, and communication abilities needed for
success on the job. Soft skills characterize how a person interacts in his or her relationships with
others.

Soft skills include:

 Adaptability
 Communication
 Compromise
 Creative thinking
 Dependability
 Leadership
 Listening
 Work ethic
 Teamwork
 Positivity
 Time management
 Motivation
 Problem-solving
 Critical thinking
 Conflict resolution
 Negotiation

 How To Get Soft Skills

 Unlike hard skills that are learned, soft skills are similar to emotions or insights that allow
people to “read” others. These are much harder to learn, at least in a traditional classroom.
They are also much harder to measure and evaluate.

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  Job Training Programs
 Some job training programs cover soft skills. They may discuss soft skills so job seekers know
what they are and the importance of highlighting them on their resumes. There are also free
online courses that can help you improve your soft skills.

 On-the-Job Training
 If you've been working for a while, chances are you've already developed some soft skills. For
example, if you've worked in retail, you've worked in a team environment. If you've helped
unhappy customers find a resolution, you've used conflict resolution and problem-solving
skills.

 Education and Volunteering

 If you're new to work, think of other activities you've done, either through school or on a
volunteer basis. Chances are you've had to communicate, adapt to changes, and solve
problems.
 You can also reflect on the soft skills you need to develop. For example, instead of just
discussing problems with your manager, suggest solutions to those problems. If you see a
colleague struggling, offer to pitch in. If there's a process that could improve your workplace,
suggest it.

 Note
 Employers typically don't directly ask if you have soft skills. Instead, they present situations
and ask what you would do to assess whether you have soft skills.

 How To Highlight Your Soft Skills

 When you're applying for a new job, highlight your soft skills, as well as your job-specific
ones. First, make a list of the soft skills you have that are relevant to the job you want.
Compare your list of soft skills with the job listing.
 Include some of these soft skills in your resume. You can add them to a skills section.
 You can also mention these soft skills in your cover letter. Pick one or two soft skills you have
that appear to be the most important for the job you’d like. In your cover letter, provide
evidence that shows you have those particular skills.
 Finally, you can highlight these soft skills in your interviews. You can demonstrate your soft
skills during the interview by being friendly and approachable. If you pay close attention while
the interviewer is talking, you will show your listening skills.

 Frequently Asked Questions (FAQs)

 Why are soft skills important?
 Soft skills are important because they help you work well with others. Communication skills,
teamwork, and adaptability enable you to connect with co-workers, express your ideas, receive
feedback, and achieve consensus.

 How can I improve my soft skills?

 You can learn new soft skills or improve your existing skill set through online classes,
leadership training, and mentorship programs. You can also build your people skills simply by
identifying your growth areas and setting goals to improve. For example, if you know you need
to learn better listening skills, you can start by listening carefully to what co-workers say and
asking for clarification when you need it.
Interpersonal Skills
Interpersonal skills are the skills we use every day when we communicate and interact with other
people, both individually and in groups. They include a wide range of skills, but particularly
communication skills such as listening and effective speaking. They also include the ability to control
and manage your emotions.
It is no exaggeration to say that interpersonal skills are the foundation for success in life. People
with strong interpersonal skills tend to be able to work well with other people, including in

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 teams or groups, formally and informally. They communicate effectively with others, whether
family, friends, colleagues, customers or clients. They also have better relationships at home and
at work.
You can improve your interpersonal skills by developing your awareness of how you interact
with others and practising your skills.

What are Interpersonal Skills?

Interpersonal skills are sometimes referred to as social skills, people skills, soft skills, or life
skills.
However, these terms can be used both more narrowly and more broadly than ‘interpersonal skills’.
On this website, we define interpersonal skills as:
“The skills you need and use to communicate and interact with other people.”
This definition means that interpersonal skills therefore include:

 Communication skills, which in turn covers:

o Verbal Communication – what we say and how we say it;
o Non-Verbal Communication – what we communicate without words, for example through
body language, or tone of voice; and
o Listening Skills – how we interpret both the verbal and non-verbal messages sent by
others.

 Emotional intelligence – being able to understand and manage your own and others’ emotions.

 Team-working – being able to work with others in groups and teams, both formal and informal.

 Negotiation, persuasion and influencing skills – working with others to find a mutually agreeable
(Win/Win) outcome. This may be considered a subset of communication, but it is often treated
separately.

 Conflict resolution and mediation – working with others to resolve interpersonal conflict and
disagreements in a positive way, which again may be considered a subset of communication.

 Problem solving and decision-making – working with others to identify, define and solve
problems, which includes making decisions about the best course of action.

The Importance of Interpersonal Skills

Interpersonal skills matter because none of us lives in a bubble.
In the course of our lives, we have to communicate with and interact with other people on a daily if not
hourly basis, and sometimes more often. Good interpersonal skills ‘oil the wheels’ of these
interactions, making them smoother and pleasanter for all those involved. They allow us to build better
and longer-lasting relationships, both at home and at work.

Interpersonal skills at home

Good interpersonal skills help you to communicate more effectively with family and friends.

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 This is likely to be particularly important with your partner. For example, being able to give and
receive feedback effectively with your partner can help to resolve small problems between you before
they become big issues.
There is more about this, and other aspects of using interpersonal skills at home, in our pages
on Personal and Romantic Relationship Skills and Parenting Skills.

Interpersonal skills at work

You may not like to think about it in these terms, but you almost certainly spend more time with
your colleagues than your partner.
At work, you are required to communicate with and interact with a wide range of people, from
suppliers and customers through to your immediate colleagues, colleagues further afield, your team
and your manager. Your ability to do so effectively can make the difference between a successful
working life, and one spent wondering what went wrong.
There are, of course, some jobs in which interpersonal skills are particularly important.
Customer-facing roles, such as sales and customer relations management, are likely to specify good
interpersonal skills as a prerequisite. However, there are a number of other less obvious jobs and
careers where interpersonal skills are also vitally important. These include:
 Healthcare provision, including doctors, nurses and other healthcare professionals. Being able to
listen to, and talk to, patients and their families is an essential skill, as is being able to give bad news in
a sensitive way. We almost take these skills for granted in healthcare professionals—but we also know
how devastating the situation can be when these professionals have poor skills and fail to
communicate effectively.
 Financial advice and brokerage. Financial advisers and brokers need to be able to listen carefully to
their customers, and understand both what they are saying, and what they are not articulating. This
enables them to provide recommendations that match their clients’ needs. Poor interpersonal skills
mean that they will find it harder to build good customer relationships, and to understand customer
needs.
 Computer programming and development. This area is often thought of as the ultimate territory for
‘geeks’, with the assumption that interpersonal skills are not essential. However, technical developers
increasingly need good interpersonal skills to understand their customers, and to be able to ‘translate’
between the technical and the practical.

Interpersonal Skills for Job Seekers

Good interpersonal skills are essential at work, but many people find them hard to demonstrate during
a job application process. Some ideas to help include:
 ‘Naming and claiming’ in your CV or resume. Give a clear statement of a particular skill or
skills that you possess, and then give examples to show how you have demonstrated them in
practice. For example:
“I have excellent written communication skills, and my colleagues often ask me to check their
written work for them before onward transmission.”

 Carefully name-checking any specific skills that are mentioned in the job description or person
specification. Make life easy for the recruiter. In your personal statement or covering letter, use
the same terms as the job description or person specification, and again, give examples.
For more ideas about how to improve your chances of getting a job, see our pages on Writing a CV
or Resume, Writing a Covering Letter and Applying for a Job.

Developing Your Interpersonal Skills

Good interpersonal skills are the foundation for good working and social relationships, and also for
developing many other areas of skill.
It is therefore worth spending time developing good interpersonal skills.
You Already Have Interpersonal Skills
We've all been developing our interpersonal skills since childhood, usually subconsciously.

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 Interpersonal skills often become so natural that we take them for granted, never thinking about how
we communicate with other people. If you have developed good habits, this is fine. However, it is of
course also possible to develop bad habits, and then fail to understand why your communications or
relationships are suffering.

Improving and developing your interpersonal skills is best done in steps, starting with the most
basic, but vital:

1. Identify areas for improvement

The first step towards improving is to develop your knowledge of yourself and your weaknesses.
You may already have a good idea of areas that you need to develop. However, it is worth seeking
feedback from other people, because it is easy to develop ‘blind spots’ about yourself. You might also
find it useful to do our Interpersonal Skills Self-Assessment.
Interpersonal Skills Self-Assessment
Discover your interpersonal skills strengths and weaknesses.
Our free self-assessment covers listening skills, verbal communication, emotional intelligence and
working in groups.
The self-assessment may give you an idea of which areas to develop first. It may, however, also be
worth starting with the basics, and moving on from there.

2. Focus on your basic communication skills

Communication is far more than the words that come out of your mouth.
Some would even go so far as to suggest that there is a reason why you have two ears and one mouth,
and that you should therefore listen twice as much as you talk!
Listening is very definitely not the same as hearing. Perhaps one of the most important things you can
do for anyone else is to take the time to listen carefully to what they are saying, considering both their
verbal and non-verbal communication. Using techniques like questioning and reflection demonstrates
that you are both listening and interested.
When you are talking, be aware of the words you use. Could you be misunderstood or confuse the
issue? Practise clarity and learn to seek feedback or clarification to ensure your message has been
understood. By using questions effectively, you can both check others’ understanding, and also learn
more from them.
You may think that selecting your words is the most important part of getting a message across, but
non-verbal communication actually plays a much bigger part than many of us are aware. Some experts
suggest that around three-quarters of the ‘message’ is communicated by non-verbal signals such as
body language, tone of voice, and the speed at which you speak.
These non-verbal signals reinforce or contradict the message of our words, and are much harder
to fake than words. They are therefore a much more reliable signal. Learning to read body language
is a vital part of communication.

3. Improve your more advanced communication skills

Once you are confident in your basic listening and verbal and non-verbal communication, you
can move on to more advanced areas around communication, such as becoming more effective in
how you speak, and understanding why you may be having communication problems.
Communication is rarely perfect and can fail for a number of reasons. Understanding more about the
possible barriers to good communication means that you can be aware of—and reduce the likelihood
of—ineffective interpersonal communication and misunderstandings. Problems with communication
can arise for a number of reasons, such as:

 Physical barriers, for example, being unable to see or hear the speaker properly, or language
difficulties;
 Emotional barriers, such as not wanting to hear what is being said, or engage with that topic; and
 Expectations and prejudices that affect what people see and hear.
See our page Barriers to Communication for more information.
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 There are also circumstances in which communication is more difficult: for example, when you have
to have an unpleasant conversation with someone, perhaps about their standard of work. These
conversations may be either planned or unplanned.
There tend to be two issues that make conversations more difficult: emotion, and change.

 Various emotions can get in the way of communicating, including anger and aggression, or stress.
Few of us are able to communicate effectively when we are struggling to manage our emotions, and
sometimes the best thing that can be done is to postpone the conversation until everyone is calmer.
 Difficult conversations are often about the need for change. Many of us find change hard to
manage, especially if it is associated with an implied criticism of existing ways of working.

4. Look inwards
Interpersonal skills may be about how you relate to others, but they start with you. Many will be
improved dramatically if you work on your personal skills.
For example, people are much more likely to be drawn to you if you can maintain a positive attitude.
A positive attitude also translates into improved self-confidence.
You are also less likely to be able to communicate effectively if you are very stressed about
something. It is therefore important to learn to recognise, manage and reduce stress in yourself and
others (and see our section on Stress and Stress Management for more). Being able to remain
assertive, without becoming either passive or aggressive, is also key to effective communication.
There is more about this in our pages on Assertiveness.
Perhaps the most important overarching personal skill is developing emotional intelligence.
Emotional intelligence is the ability to understand your own and others’ emotions, and their effect on
behaviour and attitudes. It is therefore perhaps best considered as both personal and interpersonal in its
nature, but there is no doubt that improving your emotional intelligence will help in all areas of
interpersonal skills. Daniel Goleman, the author of a number of books on emotional intelligence,
identified five key areas, three of which are personal, and two interpersonal.
 The personal skills, or ‘how we manage ourselves’, are self-awareness, self-regulation,
and motivation. In other words, the first steps towards understanding and managing the emotions of
others is to be able to understand and manage our own emotions, including understanding what
motivates us.
 The social skills, or ‘how we handle relationships with others’, are empathy and social skills. These
mean understanding and feeling for others, and then being able to interact effectively with them.
Improving your emotional intelligence therefore improves your understanding that other people have
different points of view. It helps you to try to see things from their perspective. In doing so, you may
learn something whilst gaining the respect and trust of others.

5. Use and practise your interpersonal skills in particular situations

There are a number of situations in which you need to use interpersonal skills. Consciously
putting yourself in those positions, and practising your skills, then reflecting on the outcomes,
will help you to improve.
For example:
 Interpersonal skills are essential when working in groups.
Group-work is also a common situation, both at home and at work, giving you plenty of
opportunity to work on your skills. It may be helpful to understand more about group dynamics
and ways of working, as these can affect how both you and others behave.

For more about the different types of teams and groups, see our page An introduction to
Teams and Groups, and for more about how people behave in groups, see Group and Team
Roles. You can find more about the skills essential to team working in our page on Effective
Team-Working.
 Interpersonal skills may also be particularly helpful if you have to negotiate, persuade
and influence others.

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 Effective negotiations—that is, where you are seeking a win–win outcome, rather than win–
lose—will pave the way to mutual respect, trust and lasting interpersonal relations. Only by
looking for a solution that works for both parties, rather than seeking to win at all costs, can
you establish a good relationship that will enable you to work together over and over again.
Being able to persuade and influence others—again, for mutual benefit—is also a key building
block towards strong interpersonal relations.

There is more about all of these in our pages on Negotiation and Persuasion. These
pages explain negotiation, and discuss how it works, and explore the art of persuasion and
influence in more detail.
 Resolving and mediating in conflict scenarios can be a real test of interpersonal skills
Sometimes negotiation and persuasion are not enough to avoid conflict. When this happens,
you need strong conflict resolution and potentially even mediation skills. Conflict can arise
from poorly-handled interpersonal communications, and may be addressed simply by listening
carefully to both sides, and demonstrating that you have done so. Finding a win–win situation
is similarly important here, because it shows that you respect both sides.
These skills may be thought of as advanced communication skills. However, if you are often
required to manage such situations, some specialist training may be helpful.
 Finally, problem-solving and decision-making are usually better when they involve more
than one person
Problem-solving and decision-making are key life skills. While both can be done alone, they
are often better for the involvement of more people. This means that they also frequently
involve interpersonal elements, and there is no doubt that better interpersonal skills will help
with both.

6. Reflect on your experience and improve

The final element in developing and improving your interpersonal skills is to develop the habit of self-
reflection. Taking time to think about conversations and interpersonal interactions will enable you to
learn from your mistakes and successes, and continue to develop. You might, for example, find it
helpful to keep a diary or learning journal and write in it each week.
.
Intrapersonal Skills?

Intrapersonal skills relate to the self-awareness of our strengths and weaknesses. Intrapersonal skills
are a form of self-communication because it relates to what happens within one’s inner self.

Intrapersonal skills are what help you manage emotions and cope with challenges you may face at
different times in your life. Similar to emotional intelligence, intrapersonal skills include:

 Self-confidence

 Persistence

 Being open to change and new ideas

 Ability to overcome distractions

 Time Management

 Resilience

 Self-discipline

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Difference between Intrapersonal and Interpersonal Skills

As mentioned, the term ‘interpersonal skills’ is more commonly known compared to ‘intrapersonal
skills’. It refers to communication that happens between two or more people, while intrapersonal refers
to communication that occurs in your mind. Interpersonal skills can be a verbal or non-verbal
exchange of ideas. For many people, interpersonal communication relieves stress, while intrapersonal
communication can lead to stress.
Why We Need Intrapersonal Skills

Intrapersonal skills help us achieve as much as possible in life. Knowing what our strengths are and
working on our weaknesses can help us perform at work and in our personal lives. Good intrapersonal
skills also help build and maintain both personal and working relationships with others, as we’re able
to manage our emotions, cope with challenges and learn from our experiences.

Strong intrapersonal skills help us focus, set and achieve our goals. People who don’t set goals often
have nothing to focus on, so they don’t achieve as much as someone who has a target to aim for.

For some people, a high level of intrapersonal skills comes naturally, while for others it doesn’t.
However, it’s possible to work on intrapersonal skills to improve them.
How to Improve Your Intrapersonal Skills

If you think your intrapersonal skills aren’t as sharp as they could be, there are plenty of activities you
can do to improve them.
Start a Journal

Keeping a journal allows you to track your emotions, goals and daily experiences. Jot down your
thoughts and feelings on a daily basis and the journal will be a record of your growth.
Be Kind to Yourself

Our internal voice is usually the loudest and most critical. Rather than criticising yourself and hoping
it will help motivate you, try reminding yourself of your successes and praising yourself for your
strengths and achievements. Berating yourself for your short-comings rarely helps.
Set Yourself Goals

Having short and long term goals gives you something to work towards. Start small with goals that
don’t overstretch you. Once you have a few wins under your belt, you can expand the goals to
something more ambitious. If you don’t achieve your goal the first time, don’t give up - keep trying.
You’re building self-discipline as you work towards your goals. The AltiusLife app can help with goal
setting and tracking your progress.

Build a Healthy Habit

In order to achieve your goals, you often need to develop a healthy habit. Taking a little action every
day is what helps people achieve their goals. If you build a healthy habit, your goals will be
achievable. Remember, it takes about 60 days to develop a habit so aim to stick with it for at least two
months. Once you’ve formed one habit, you can concentrate on a new habit.
Improve Your Time Management Skills

To achieve goals and enjoy healthy habits, it helps to have good time management skills. If you
recognise that you’re easily distracted and you waste large parts of your day, work on improving your
time management skills. Prioritise your tasks and then schedule when you’ll do each task. Set a timer
and work diligently before taking a break and repeating the process. Organise your spaces so you
know where everything is, both at work and home, when you need it. Learn to say no if you take on
too much so you can work on the things that matter most. Decide when you're most productive and do
the important work during these times of the day.
Intrapersonal Skills in the Workplace
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Employees with strong intrapersonal skills are more likely to achieve more than those with poor
intrapersonal skills. They can usually cope better in stressful situations, have stronger time
management skills so they can juggle conflicting priorities and are more confident in their abilities.
When employers assist employees with improving their intrapersonal skills, everyone benefits.

Negotiation Skills

Negotiations are formal discussions between people who have different aims or intentions, especially
in business or politics, during which they try to reach an agreement. They try to reach a common
ground eliminating their differences.

Negotiation in business has become one of the most important skills and abilities. While negotiation
will happen between two parties for reaching an agreement, it is said that the most effective negotiator
will be both competing as well as collaborating. An effective negotiator is one who creates value for
the other while claiming value for the self. There must be meaningful give and take that should happen
in negotiation.

Negotiation should always be win-win, where agreements are created by taking care of the interests of
both the sides. Negotiation requires interpersonal skills, communication skills as well as problem
solving skills. To get good at your negotiation skills make sure you choose the best PMP prep course.

Types of negotiation

There are broadly two types of negotiation namely distributive negotiation and integrative negotiation.

In distributive negotiation, the parties’ area only looking for their gain. It leads to a win-lose kind of
outcome. In distributive negotiation, negotiation is carried out more as an one time transaction, not
keeping in mind any kind of long term relationship.

While in integrative negotiation, the negotiators look for long term relationships and they try to ensure
value for both sides. It leads to a win-win outcome.

Approach for Negotiation

Negotiation can always be sensitive and should be carries out in a planned manner keeping in mind the
end goals to be achieved. We should take care to ensure that negotiation does not get into an
argumentative situation.

The negotiations process is made up of five stages:

1. Preparation and planning

2. Definition of ground rules
3. Clarification and justification
4. Bargaining and problem solving and
5. Closure and implementation

In order to achieve the desired outcomes from negotiation, it will be extremely important to do the
initial homework. We must identify what we are looking at achieving from the negotiation. What are
our best alternatives to a negotiated agreement (BATNA). It is also important for us to understand
about the expectations of the other party and more information about their BATNA.

It is important to lay down the procedures for carrying out the negotiation, such as who will be part of
negotiation, where the negotiation will happen and some basic ground rules to be followed.

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Then the actual information and offers must be exchanged between the parties. Arguments and
confrontations must be avoided in the process. At this stage the required bargaining should be done
keeping good faith. Negotiation should always be done as a win-win outcome for both sides.

Once agreement is reached, the same should be implemented.

Skills in Negotiation

An effective negotiator will be using some of the below skills during the process of negotiation.

1. Active listening
2. Asking good questions
3. Communication skills (Specially verbal communication)
4. Decision making ability
5. Emotional control
6. Interpersonal skills
7. Preparing BATNA (Best alternative to a negotiated agreement, your alternatives)
8. Problem solving
9. Smart trade-off development
10. Ethics and collaboration

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