Answer key Employability Skills – 10

Chapter
Unit :1 :1 Communication Skills

Session 1
Self Assessment
A. Multiple Choice Questions
Ans. : 1. (b) 2. (b) 3. (d)
B. Short answer questions
Ans-1 : Oral communication is the mode of communication in which messages are communicated between the sender and
receiver through spoken words.
Technology has advanced so much that new forms of oral communication continue to develop. Video calls and
Video Conference combine audio and video so that people in distant locations can both see and speak with each
other. Other modern forms of oral communication include Podcasts (audio clips that you can access on the Internet)
and Voice over Internet Protocol (VoIP), which allow callers to communicate over the Internet and save telephone
charges. Whatsapp Video Chat and Skype are examples of VoIP.
Ans-2 : Some of the disadvantages of verbal communication are as follows :
(a) Style of writing or speaking is the soul of any content and matters a lot in verbal communication. Sometimes,
people are very good at their work but are unable to express themselves effectively. As a result, they are unable
to make a mark. This affects their reputation also.
(b) The other disadvantage of verbal communication is the cultural differences between the sender and receiver
of the information. For example, one may not understand the colloquial language used by others. Besides, the
accent of the speaker may also not be well understood by the listener.
(c) Since verbal communication =depends on words, sometimes the meaning becomes confusing and difficult
to understand if the words used are not appropriate. Thus, it is equally important that the words used are
appropriate.
Ans-3 : Though the oral method is the fastest way to communicate, written communication is ideal as it is the most effective
method of communication. It is an excellent way of passing on information. Documents pertaining to rules, regulations
and procedures or policy manuals are examples of written communication. In addition, written communication
through e-mails, memos or in the form of letters, is used whenever the bosses need to advise or instruct their juniors
to carry out particular responsibilities.
Written communication can serve as legal documents or manuals. In a school or an organisation, it is very important
to maintain written document as oral records do not have any stand. For example, it is essential that written records
of the results of students are preserved. Written warnings are also used to maintain discipline in schools.
Ans-4 : With sufficient amount of practice, the given exercises can help us handle the stress of public speaking or any kind of
stress.
(a) Breathing Exercise: It is good to try a relaxing breathing exercise before any presentation.
(b) Positive Self-Talk: Self-talk is one way to deal with stress. We all talk to ourselves; sometimes we talk out loud
but usually we limit self-talk to ourselves. Self-talk can be positive (“I will do this” or “Things will work out”) or
negative (“I’ll never do well” or “I’m a fool”). Negative self-talk adds to stress whereas positive self-talk helps us
calm down. With practice, we can learn to turn negative thoughts into positive ones.
(c) Emergency Stress Relievers: There are many stressful situations at work, at home, on the road and in public
places. We may feel stressed because of poor communication, too much work and everyday difficulties like
standing in lines. Emergency stress stoppers help us deal with stress on the spot.
(d) Relaxing Methods: Just sitting on your favourite chair and watching TV is not relaxation. To relieve stress,
relaxation should calm the tension in our mind and body. Some good forms of relaxation are yoga and
meditation. Like other skills, relaxation needs practice.

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Ans-5 : Verbal communication has an edge over other forms of communication in the following ways :
(a) Verbal communication is always easy and fast. One can express what one wants and get a quick reply. It is an
easier form of communication because exchange of ideas takes place very fast.
(b) In terms of flexibility also, verbal communication is better than any other form of communication as one can
discuss different aspects of an issue and make decisions more quickly. The thought process and answers come
forth quickly as per the other person’s reply.
(c) Verbal communication boosts up the morale of the concerned persons and maintains energy and enthusiasm
within a team.
(d) Written form of verbal communication acts as an everlasting record of an organisation and can prove to be
very useful for future reference. For example, previous orders and decisions can be used as guidelines for
future decisions. Previous year’s reports are really helpful in formulating new policies and fixing current targets.
Content of written communication can be accepted as evidence in case of any legal proceedings.
(e) Verbal communication portrays the image of the speaker or the writer. The way a person expresses himself/
herself through speech or writing gives a fair idea of his/her personal image.

Session 2
Self Assessment
A. Multiple Choice Questions
Ans. : 1. (d) 2. (b) 3. (d) 4. (b)
B. Put a cross (7) against the actions which you think are incorrect for showing the use of non-verbal communication.
Ans. : (a) Laughing during a cremation ceremony (7)
(b) Smiling when talking to a child
(c)
Scratching legs (7)
(d) Nodding when you agree with something
(e) Fidgeting your mobile when talking to someone (7)
(f) Yawning when a teacher is teaching (7)
(g) Maintaining eye contact while speaking to someone
(i)
Sitting upright
(j) Biting nails (7)
(k)
Staring at others (7)
C. Short answer questions
Ans-1 : Visual Communication is an important method of communication which involves sending and comprehending
messages only through images or pictures. The main benefit of visual communication is that you do not need to
know any particular language to understand it. It is simple, easy to understand and remains the same across different
places. When we communicate through visuals like charts, pictures, graphs and colours, the message conveyed stays
for a long time in the mind of the receiver. Even colours convey different messages.
While driving, the red signal means that the vehicle has to stop. You understand just by looking at the red colour that
you will have to stop the vehicle. Nobody asks you to stop the car but still you stop. Green or red colours on eatables
also indicate whether the ingredients used are vegetarian or non-vegetarian.
Ans-2 : Non-verbal communication conveys our message in a better way. Using the right gestures while speaking makes
our message more effective. Knowing non-verbal communication helps us understand what others feel about us.
Sometimes it is difficult to convey verbal messages due to noise or distance, etc., so use of hand movements helps
us to exchange our message.
For example, placing a finger on the lips indicates the need for silence and nodding of the head indicates a ‘yes’ or
‘no’.
Ans-3 : Following are the types of non-verbal communication:
(b)
Auditory Method (b)
Body Language Method (c)
Visual Method

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 Session 3
Self Assessment
A. Answer the following
Ans-1 : 1. Beginning of Communication Process : Sending the Message
To explain this, let’s use a situation where two girls, Riya and Rima, have a conversation. We may think the other
speaks after one completes but it is not so. Actually, actions happen at the same time. As one is sending, the
other is receiving. When Riya speaks something, she is the sender who is communicating (encoding) a message
to Rima, the receiver. It could be through any medium like gestures, facial expressions, drawings, written/spoken
words, etc. Whatever the medium is, Riya sends a message to Rima.
2. Entry into the Sensory World
We have five senses, i.e., sight, hearing, smell, taste and touch. The sensory world is all that surrounds a person
which the senses can detect.
3. Detection by the Senses
It is now Rima’s turn to pick up Riya’s message (stimuli) through her senses. Rima’s senses pick up Riya’s
message as much or as little as they can detect and they relay it to the brain.
4. The Filtering Process
Like a filter, our brain takes in whatever is known to it. It then filters the messages, i.e., decodes and understands
according to the content it knows or recognises. When Riya’s message gets to Rima’s brain, it is filtered. Through
that process, Rima’s brain gives meaning to Riya’s message. Again, Rima infers the meaning based on all she
knows, all she thinks and all she thinks she knows. In other words, the understanding process or decoding
depends on a person’s overall knowledge and experience.
5. Formation and Sending the Response
After Rima gets a message from Riya, based on what and how she has decoded or filtered the message, she will
react. If her interpretation of the message she has received, is sufficiently strong, she may react by communicating
with some form of response (feedback). This response may be through words, gestures, physical actions or some
other means. When Rima elects to communicate a response through her mind, she determines the general
meaning of the message (decoding), and the response it merits.
When Rima understands the message (decodes) and forms a feedback or response, this communication process
gets over. Feedback may be in the form of gestures, facial expressions, diagrams on paper, movements and so
on. Effective feedback means effective communication.
6. The Cycle Repeated
When Rima sends her message to Riya, one cycle of communication ends. Now a second cycle begins in which
Riya is the receiver, but the communication process remains the same.
We can understand the process of communication with the help of the cycle diagram given below.

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Ans-2 : Effective feedback needs to be :
(a) Clear: The feedback should be clear to represent the understanding.
(b) Well-timed: Feedback may not be instant. But, much delayed feedback may not be worthwhile or even may
not serve any purpose at all.
(c) Specific: For a feedback to be effective, it must be specific.
(d) Bearing Right Attitude: Both undermining attitude of the sender and fault-finding attitude of the receiver
should be avoided to make the feedback effective.
(e) Truly Representative: Feedback may be positive or negative. One should not hesitate to convey negative
feedback.
(f) Impersonal: Feedback, to be effective, should be free from personal reactions.
(g) Informative: The feedback must be informative, as the receiver of a message expects from the sender some
information in the form of feedback which the receiver does not already know.
Ans-3 : Following are the types of feedback:
Descriptive Feedback: Descriptive feedback is specific information in the form of written comments or conversations
that help the learner understand what she or he needs to do in order to improve.
For example, feedback is the means by which teachers enable students to ‘fill the gap’ in order to take learning
forward and improve their performance. For feedback to be effective,we need to know how to take action on it.
Specific Feedback:
Specific feedback provides detailed, or specific information on the work no matter well or poorly performed. For
example “the way you crafted these steps towards motivating your team members was amazing.”
Non-specific Feedback:
Non-specific feedback on the other hand can be confusing, vague or general. This feedback could be a delayed
response to the receiver. It is easy to feel lost and off track by such feedbacks as there might not be a consistency of
language. Such feedbacks serve no purpose and is counter-productive.
Some examples are : “Good work”, ‘Try Hard”, “Focus”.
These do not help much and the more specific we get, the better the results created. The start for getting to specifics
is what might make a difference.
Ans-4 : The Filtering Process
Like a filter, our brain takes in whatever is known to it. It then filters the messages, i.e., decodes and understands
according to the content it knows or recognises For example, when Riya’s message gets to Rima’s brain, it is filtered.
Through that process, Rima’s brain gives meaning to Riya’s message. Again, Rima infers the meaning based on
all she knows, all she thinks and all she thinks she knows. In other words, the understanding process or decoding
depends on a person’s overall knowledge and experience.
No two people in the world have the same minds with the same content. Their experiences, attitudes, beliefs,
opinions and cultural backgrounds differ, so their filters will also differ. It means the interpretation they give to a
message may be different, based on their understanding and knowledge. Now the meaning that Rima gives to Riya’s
message may be different from what is understood by different people.
For example, assume that Riya uses the word ‘clever’ with a positive intent showing how good Rima is at something.
But if Rima considers ‘clever’ to be negative, Riya’s message will not be taken in its true sense then.
Ans-5 : Some of the advantages of feedback are highlighted below.
Feedback is effective listening: Whether the feedback is provided verbally or inverbally the person providing
(a) 
the feedback needs to know that they have been understood and their feedback provides some value.
Feedback can motivate: Providing regular feedbacks can actually motivate employees to perform better.
(b)
Feedback leads to problem solving: Feedback can be very helpful in problem solving because when the
(c)
sender shares a feedback regarding some issue, the receiver can focus on that aspect clearly and improve in that
area leading to an overall growth.
Feedback can improve performance: Feedback can be mistaken for criticism. In fact, constructive criticism
(d)
is very productive. It can direct the attention of the receiver towards the area of improvement, which can
eventually improve the performance.
Better Understanding: Feedback helps to understand the view and opinion of the sender. With better
(e) 
understanding the receiver decides for the next step.

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 Creating healthy relations: Two way communications are effective and therefore help us create better
(f) 
relationships.
Effective coordination: Feedback enables effective coordination in any team work resulting in efficient project
(g) 
completion.
Session 4
Self Assessment
A. Multiple Choice Questions
Ans. : 1. (c) 2. (d) 3. (a)
B. Match the columns
Ans-1 :
Column A : Communication Barriers Column B : Examples
Emotional Barrier A child is not listening to his/her parents.
Language Barrier Talking in Punjabi when others know only English.
Cultural Barrier In some cultures, keeping a broom upside down is considered
rude and disrespectful.
Environmental Barrier You are one among the passengers on a rickety and an
overcrowded bus. Your father has called up. You are trying to
listen to what your father is saying on the phone.
C. Short answer questions
Ans-1 : Following are the factors responsible for communication barrier:
(a) Language (b) Visual Perception (c) Past Experience (d) Prejudice
(e) Feelings (f) Mechanical Factors (g) Personal Factors

Session 5
Self Assessment
A. Multiple Choice Questions
Ans. : 1. (b) 2. (a) 3. (a)
B. Short answer questions
Ans-1 : To be done by students.
Ans-2 : Concrete : Concrete and specific expressions must be used in place of vague and abstract expressions. The facts
and figures presented should be specific and correct. Instead of starting with, “There has been a considerable rise in
sales”, the receiver would understand better if he/she is presented with the factual details like, “There has been a rise
of 50% in sales.”
Session 6
Self Assessment
A. Multiple Choice Questions
Ans. : 1. (a) 2. (d) 3. (b) 4. (b) 5. (d) 6. (d) 7. (c)
8. (b)
B. State whether these sentences are Assertive (A), Imperative (I), Exclamatory (E) or Interrogative (In).
Ans. : 1. I 2. A 3. E 4. In 5. I 6. In 7. A
8. I 9. E 10.
In

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C. Do as directed
Ans. : 1. Aman 2. started 3. smooth 4. at 5. her 6. Pronoun – We, Verb – buy
7. Noun 8. and 9. kind, wonderful
D. Punctuate the following sentences. Use capital letters where required.
Ans-1 : “What is so remarkable about it?” asked his father.
Ans-2 : “This vase is very beautiful,” said Shivani.
Ans-3 : “Where do you live?” Mohan asked the teacher.
Ans-4 : “Come in baby,” he said.
Ans-5 : “Dear son, don’t be angry with me”, said his father.
Ans-6 : He said, “Let us forget the past.”
Ans-7 : “Mika has passed the BA examination and now he is appearing for the MA examination”.
Ans-8 : “We all know the importance of Republic Day.”
E. Short answer questions
Ans-1 : (a) Assertive - I will finish this soon
(b) Interrogative - Where are you coming from?
(c) Exclamatory - How beautiful this dress is!
(d) Imperative - Please follow these guidelines.
Ans-2 : To be done by students.
Ans-3 : To be done by students.
EXERCISE
Section-A
Multiple Choice Questions
Ans : 1. (b) 2. (b) 3. (c) 4. (c) 5. (b)
6. (a) 7. (a) 8. (a) 9. (c) 10.
(a) 11.
(b)
Section-B
Answer the following
Ans-1 : Communication is an interchange of thoughts, opinions or information through speech, writing or signs. It stands for
sharing of information in common.
Ans-2 : The qualities which are essential for good communication are together called the C’s of communication because all
of them begin with the letter ‘C’. These are :
(a)
Clear (b)
Concise (c)
Concrete (d)
Correct
(e)
Coherent (f)
Complete (g)
Courteous
Clear : It means the idea should not only be clear in the mind of the sender but also be easy for the receiver to
(a) 
understand. A message that takes very little time to read and understand, is always appreciated. Clearly written
messages avoid misunderstandings and save time. Absolute clarity of ideas adds much to the meaning of the
message. As far as possible, simple language and easy sentence construction should be used. For example, every
person may not be aware of the terms ‘domicile’, ‘remuneration’, ‘statement of account’ and ‘lawyer’, but almost
everyone knows the meaning of the terms ‘home’, ‘salary’, ‘invoice’ and ‘advocate’.
(b) Concise : Being concise means keeping to the point or using few words but without losing the main idea. For
a businessman, time is money. No one likes to read a long winding message, so concise messages with relevant
words and phrases should be used. The message to be communicated should be as brief and concise as possible.
Weighty language is definitely impressive, but busy people may not appreciate it.
(c) Concrete : Concrete and specific expressions must be used in place of vague and abstract expressions. The facts
and figures presented should be specific and correct. Instead of starting with, “There has been a considerable
rise in sales”, the receiver would understand better if he/she is presented with the factual details like, “There has
been a rise of 50% in sales.”
(d) Correct : Effective communication is determined by the correct use of grammar and appropriate words.
Adapting the right tone for conveying a message is basic to the success of communication. In case there is any
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 difference between the usage and comprehension of terms, miscommunication can arise. In case the sender
decides to back up his communication with facts and figures, there should be accuracy.
(e) Coherent : Any effective communication requires the words to be related to the main topic. Not only this, they
should make sense with respect to what is being conveyed. Professional communication is always comprehensible
and logical.
(f) Complete : A complete message includes whatever information the receiver wants for action to be taken. For
example, ‘This is a reminder for the meeting that will be held tomorrow’ cannot be considered to be a complete
message as it doesn’t provide complete information like agenda, time, place, etc. It should be like: ‘I just wanted
to remind all of you about tomorrow’s meeting on New Education Policies. The meeting will be at 10 a.m. in the
auditorium. For more details, contact Mr. Amit from Adm. Block.’
(g) Courteous : It expects the speaker to be aware of the listener’s feelings. In business communication, we are
expected to be polite, friendly and honest as it creates a mutual understanding among businesses to grow and
develop and retain goodwill. Courtesy is not only restricted to thank you and please, but it is a sincere and
genuine expression that shows how much respect and care we have for others. In the business world, almost
everything starts and ends with courtesy. Courtesy wins over others. For example :
Ans-3 : Verbal communication means sharing of information with the help of words - spoken or written.
Ans-4 : The important forms of verbal communication are :
(a)
Oral communication (b)
Written communication
Oral communication : Oral communication is the process in which messages are communicated
between the sender and receiver through spoken words.
  Technology has advanced so much that new forms of oral communication
continue to develop. Video calls and Video Conferences combine audio
and video so that workers in distant locations can both see and speak
with each other. Other modern forms of oral communication include
Podcasts (audio clips that you can access on the Internet) and Voiceover
Internet Protocol (VoIP), which allow callers to communicate over the
Internet and avoid telephone charges. Whatsapp Video Chat and Skype
are examples of VoIP.
Written communication : Communication which involves written or typed words is called written
communication. Sometimes written communication is better than oral
communication because it can be edited and revised several times before it
is sent to ensure the content is most effective, whereas oral communication
can be spontaneous and not appropriate at times. hough the oral method
is the fastest method to communicate, written communication is ideal as
it is the most effective method of communication. It is an excellent way of
passing on information. Documents pertaining to rules, regulations and
procedures or policy manuals are examples of written communication. In
addition, written communication through email, memos or in the form of
letters, is used whenever the bosses need to advise or instruct their juniors
to carry out particular responsibilities. Written communication can serve
as legal documents or manuals.
Ans-5 : Public speaking is when you stand before an audience and deliver a speech or you communicate information before
a larger audience in a formal or an informal situation.
The 3 P’s of public speaking are :
(a) Prepare (b) Practice (c) Perform
v Prepare : Preparation is the most important part of any public communication. The speaker must know the
occasion, the audience and content. Knowledge of these three aspects makes a great difference as it can reduce
anxiety and help to convey the message better.
v Practice : Practicing can help a lot to present any information. It gives a sense of control to the speaker, this
helps to deliver the message more effectively.
v Perform : Performance depends on the other two factors. If the performance and the practice is done property
the performance automatically increases. One aspect of performance is that is boosts confidence, the more one
performs the better he/she becomes.
Ans-6 : When communication occurs without using words, it is known as non-verbal communication. For example, when

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 we convey messages to others through expressions, gestures and body postures then it is non-verbal form of
communication.
Ans-7 : Non-verbal communication is divided into three types :
1. Auditory Method 2. Body Language Method 3. Visual Method
(a) Auditory Method
The method which can be heard is called the auditory method. Sometimes hearing can be done without the use of
words; for example, the ringing of a bell, a whistle by the conductor of a bus or the siren of an ambulance. When a
bell rings in school, it indicates the start or end of an event or period. Sirens of an ambulance indicate some medical
urgency, the siren/ringing of a fire brigade also indicates an urgency, etc.
(b) Body Language
It plays an important role in oral communication. Roland Barthes defines, “I can do everything with my language but
not with my body. What I hide by my language, my body utters. I can deliberately mould my message, not my voice.
By my voice, whatever it says, the other will recognise that something is wrong with me. I am a liar, not an actor. My
body is a stubborn child, my language is a very civilised adult.”
(c) Visual Method
Another important method of communication is visual communication which involves sending and comprehending
messages only through images or pictures. The main benefit of visual communication is that you do not need to
know any particular language to understand it. It is simple, easy to understand and remains the same across different
places. While driving, the red signal means that the vehicle has to stop. You understand just by looking at the red
colour that you will have to stop the vehicle. Nobody asks you to stop the car but still you stop. Green or red colours
on eatables also indicate whether the ingredients used are vegetarian or non-vegetarian.
Ans-8 : An adverb is a word that modifies a verb, an adjective or another adverb.
Examples :
(a) Sheetal speaks softly.
(b) Vibhu and Amit are very obedient.
In the above sentences, ‘softly’ and ‘very’ are adverbs.
Ans-9 : Subject is used to talk about the pronous, noun or noun phrase that does the action of a verb.
Verb is a word which shows the action done by a person or object.
The object is the thing or person that receives the action.
Example : Ishita painted the wall.
In this sentence ‘Ishita’ is the subject, ‘painted’ is the verb and ‘the wall’ is the object.
Ans-10 : Objects are of two kinds – the ‘direct object’ and the ‘indirect object’. A direct object answers the question ‘what’. For
example, in the sentence ‘I gifted a pen’, the subject is ‘I’, the verb is ‘gifted’ and the direct object is a ‘pen’. But we
can also say ‘I gifted him a pen’. An indirect object answers questions like ‘to whom’ and ‘for whom’. In this case,
‘him’ is the indirect object and a ‘pen’ is the direct object.
Ans-11 :
Active Voice Passive voice
When the subject of the verb also performs the actions When we change an active voice into a passive voice,
named in the verb, the verb is said to be in active voice. the subject becomes the object and the object becomes
Example : Manish opened the door. the subject.
Example : The door was opened by Manisha.
Ans-12 : There are four kinds of sentences :
(a)
Assertive Sentences (b)
Imperative Sentences
(c)
Interrogative Sentences (d)
Exclamatory Sentences
Assertive sentences simply tell something. Assertive sentences are also known as declarative sentences. Every
assertive sentence ends with a full stop (.).
For example, She will play chess.
Imperative sentences make requests or give commands and advice.
For example, Please pass me the pen. (request)

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 Interrogative sentences ask questions. Every interrogative sentence ends with a question mark (?).
For example, When did you reach home?
Exclamatory sentences express strong or sudden feelings. Every exclamatory sentence ends with an exclamation
mark (!).
For example, How beautiful the painting is!
Ans-13 : The main punctuation marks are :
(a) Capital letters : Some of the cases where capitalization are used are : first letter of a proper noun/adjective, first
word of a new sentence begins with a capital letter, Pronoun ‘I’ and interjections such as ‘oh’ and ‘Alas’ begin
with a capital letter, etc.
(b) Full stop (.) : It is used at the end of a declarative or imperative sentence.
(c) Question Mark (?) : It is used at the end of a question.
(d) Exclamation Mark (!) : It is used after words or sentences which express a strong and sudden feeling and an
urgent command.
(e) Comma (,) : indicates the shortest pause in a sentence.
(f) Apostrophe (‘) : is used to indicate some emitted letter or letters in a word, the possessive case, plural of numbers
and letter etc.
(g) Inverted commas (“ ”) (‘ ’) : These are used to enclose a quotation or the words actually spoken by a person.
Inverted commas are also used to enclose titles of books, journals, names of newspapers in sentences, etc.

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