4 800d listener AE Modes and types of : a f ; Listening is quite similar to flective listening | otes and listen | dass, the teacher asked the students to One student sincerely rummaged oking for Oranges and Peaches, but dling to management guru Tom Peters, | listening is an essential management and leadership skill. Similarly, effective listening is extremely important for students, as they spend most of their time listening to lectures. While we may not necessarily be bom good listeners, active listening skills can be leamt and t Sharp leamers may be poor listeners and, unbelievable asitmay sound, those with imperfect hearing may stil be excellent listeners. We can define listening as follows: Listening is a process of receiving interpreting, and reacting to a message received from the speaker,|Art of Listening very different from hearing, We hear numero a day without registering most of them. Birds chirping, cars honking, kids playn ple tlking ae examples of such sounds. We do not pay suen Playing. and : because we are not interested in them or because these sound, und meaningful to us. Listening Se sounds, is as are is as important as talk involves encouraging the oth ing, Good let Person (the speaker in thi : is case geoniive tothe thoughts and emotions hidden in te ome also need to be patient whil b because otherwi track of what is being said a Listening takes a lot of energy. It is beco: ” a8 people have stopped realizin is importance. Most children have a * span of attention generally as well a ~_dlassrooms, making the job of the teacher ver difficult. Like any other art, such as danene or singing, listening also should be practise a a d with full dedication and concen stenin ation a entration, One can Practice by listening to chat shows on TV and making mental notes. us little sounds and ions. We le listening wil log ming a lost ar Importance of Listening and Empathy in Communication Listening is very it portant in the communications process. P Speaker is essentially a good communicator, but this me ace be the person's listening skills during a conve ere when avery close person does not listen to what we say and comes up with ‘Oh! T did mot get you. Can you say that again?’ She may have reacted this way because of divided Sienon. In our professional life we cannot afford to do that. Ifyou obsewe a salesperson Carefully, you will realize that he/she is successful not because of kis/he, persuasive power in speaking but because he/she has listened to the customer's need carefully, which hac enabled him/her to sell his/her point well There is a close relationship between speaking and listening. Empathy plays a very important role in listening. We must put ourselves in the speakers’ place and then listen If We understand the speakers’ viewpoint, apart from understanding them better, we will also be able to develop a good rapport with them. Iti important to understand the emotions and feelings of a person to better empathize with his/her viewpoint. We must listen without any biases and prejudices, and be open to the views of other people. | Refer to the DVD for a PowerPoint presentation on listening, ople believe that a good always true, We must gage alize the importance of listen ation. We re =OR POOR LISTENING are several reasons for poor listening. We will examine these reasons in this section. t is unavailable DeOp ae formally trained in the major communicative skills of writing, sen pile listening is a skill all of us use most frequently, it is also a ag “ fo 1g. While workshops and conferences provide opportu ess il is difficult to find training to sharpen listeningIntroduction to Communication You should study the chapter to know * the nature and importance of communication + how important English is in communication * what communication competence means + the role of self-concept and emotions in communication + why we communicate and the role of the audience when we ‘communicate + cross-cultural communication differences how language becomes a tool of communication + how to communicate effectively = the various modes of communication + how to correlate verbal and non-verbal communication + how general-purpose communication is different from technical communication INTRODUCTION—IMPORTANCE OF COMMUNICATION Communication is an activity or process of expressing ideas or feelings and of giving people information. The word ‘communication’ comes from the Latin word ‘communicare’, which means ‘to share’, i.e., to share information, ideas, and knowledge between a sender and a receiver. Communication has a central role in our lives. We spend a lot of time communicating with others—relatives, friends, colleagues, employers, or even unknown people. We have various social needs, such as pleasure, affection, inclusion, relaxation, etc., which can be fulfilled by communicating with others. Communication is essential for the existence of our society and it plays a prominent role in the functioning of different professional organizations. In fact, communication has a vital role to play in today’s technical and professional world as it helps people seek required information and take important decisions. Further, research shows that communication skills directly affect the success of both job seekers and employees. Apart from the technical skills required for a particular job, one must have effective communication skills to get optimum results at the workplace. It has been observed that most of the conflicts in any professional setup are generated due to miscommunication. By developing effec tive communication skills, professionals can establish a good relation- ship with each other and thus avoid —+h6 word ‘communication’ misunderstandings. It would not be an comes from the Latin word exaggeration to say that organizations — ‘communicare’ which meansto function through Communication; with- _ share’ Le. co share information, ideas, and knowledge between ‘a sender and a receiver. out communication there would not be any organization.4° | Technical Communication i in English } f Communicating i | i Importance o! orld, il is impossible to achieve success n one, s technology-driven Ww ; in English. English jg . ° %a Pec lee pee without adequate proficiency in English del Bish is noy, thei or professional career sory ges YY cd ge 1 ‘Sure! aM | : Yall you avoid double Jarge number of woe, entre aay ia negatives and cer in India. It ig also trl r jet to use - | Hiya sont sheet recaverbt common language un English real g speakers of differen in by es around the Worlg, Stix. In India, great impon, is given to English lan learning in educationay tutions at various levels a increasing importance of lish has led several employe: to recruit people with a a command over English for operations that involve communicating with both national ang i international clients. ; | . Several companies invest heavily in training their employees in soft skills or Workplace skils, which includes the ability to listen, speak, read, and write fluently in English because they find a gap in the type of language skills they expect their Tecruits to possess and that be. ing taught at universities. Of course, realizing the demand for English at workplaces, Several Indian universities have included courses such as English skills, business English, technical English, or professional English in their curriculum, though the teaching technique differs from one university to another. It is important that the teachers of English and communica. tion courses train their students in expressions that are frequently required in their everyday lives—both personal and professional—so that they feel confident in using such expressions ‘There are several forms of communication that are common to most workplaces—oral forms such as meetings, face-to-face and telephonic conversations, and negotiations, and written forms such as letters, memos, emails, and circulars. All these forms require the use of appropriate expressions in English so that the message is direct, precise, and clear. The same requirement arises while interacting with clients and customers, managing conflicts, delivering project Presentations, briefing project teams, or drafting reports and proposals. With the phenomenal development of the World Wide Web, the importance of English has increased manifold, For today’s students and professionals, the Intemet has become the most important source of information and instruction, as well as medium of communication. Again, English is the most widely used language over the Internet. Besides enabling success in education and career, proficiency in English also influences telationships. It has been observed that people who are able to speak and write English well have an edge over others im expressing themselves clearly in a team or to their teachers or bosses, thereby earning a good Fepulation. In fact, some of the job profiles require more of communicative competence, discussed in the following Paragraphs, than technical know-how. |‘There is a’ great difference” j In knowing English and being Pable to speak it ‘and listen to! English and ‘comprehending it. | As: India: moves. up the value, / chain and moves into the | knowledge process doniain, { English language skill is going ; to be more necessary’ Rod Pryde, British minister for Cultural Affairs in tidia. ond Sri | Lanka, in an interview to Indo Asian | E ‘News Agency (IANS) in 2008 | nentae i i | Techisiea! Communication defined setup. This ts ., Vifeective communication tskex place fn well caitlon ewilioniest it cal 1, A classroom tx the communte eee onment, unicaion bn attempted withonuy Tf euch a comm ; tho destred effect Similarly, « teacher's cubicle be, on a student private 4 follown: Med A tea commnunication envin a a delivers Toctinms to atudents A enviranniont, (will nat have communication environment whi oxvontials of effecting communication are a © Awelldefined communication environ J the receiver Ir come, aches the te: P he ly approa cher. Thy. nent © Cooperation between the sender and © Selection of an appropriate channel esnage © Correct encoding and decoding of the mesiag * Feedback LEVELS OF COMMUNICATION aerated srocess let us now study the various levels at yp. Having understood the communication f human communication takes place: # Extrapersonal # Interpersonal Intrapersonal © Organizational * Mass Extrapersonal Communication Communication’ between human beings a2 nonhuman entities is extrapersonal. fF, example, when your pet dog comes to wagging its tail as soon as you retum ho, from work, itis an example of extraperso; communication. A parrot responding to you. greeting is another example. More than an other form, this form of communication require perfect coordination and understanding betwe: the sender and the receiver because at least onz of them transmits information or responds in sign language only. iter Communication Intrapersonal communication takes place within an individual. We know that the brain is linked to all parts of the body by an electrochemical system. For example, when you begin. to ‘feel hot, this information is sent to the brain and you may decide to ‘turn on the cooler’ responding to instructions sent from the brain to the hand. In this case, the sender, the electrochemical impulse is the message, the brain assumes the role of sender and sends the feedback that you should switch on the cooler. This completes the communication Process. This kind of communication pertains to thinking, which is the basis of information processing. Without such internal dialogue, one oe Pre Without SUGh intemal alogue, on the relevant organ is and the brain is the receiver. Next.Pasice of Technical Communication | 49 Oss cannot proceed to the farther levels of « smnnsscatdy ferpersonal and organtational Inti hil © communicating with anathor pany to if Internal dialogue with nurvelves ra Uuyently-planning, welghing conaldering, and processing informattan You might have noticed thht at MTEXyou Motivate yourMPr Coneetontly teaolve ta complete a certain task, Selfmotivation, selfdetermination, and the like take place at the intraperwmal level. Interpersonal Communication Communication at this level refers to the sharing of information among people. To compare it with other forms of communication, such as intrapersonal, organizational, etc., we need to examine how many people are involved, how close they are to one another physically, how mapy‘sensory channels are used, and the feedback provided. . 7 ftp communication differs from other forms of communication in that there are few ‘participants involved, theF are it ical proximity to cach other, many sensory chalinels are” used, ft i immediate. Also, the roles of the sthder and receiver Keep altermating. This form of communication is advantageous because direct and immediate feedback is possible Ifa doubt occurs, it a be instantly clarified. Note that non-verbal communication. sf odus Ke J GBb [ Trchates! Covninnenton eo inv this form of ¢ ale in the interpretation af ne meesay MMUNIcation «, dhe jweajpte Tavoleed = de | intention can be formal or fi ie different from tat with your friends and family trem ors and the candidate appearing at an intery, vo candidates walling outside. Hence, de sea J communication takes on different ‘yl Ing les slays @ MmAjOr YT bie preity ol Tnterporeenal eon with a andes clerk inf store dhe internetion between the panel mem! different from the conversation between tv! upon the formality of the sitvation, Inlerpersana Moreover, moet Interpersonal communte ation situaions depend on a varlety of f,,, or such ax the psychology of the two parties involved, the relationship between ther, fl circumstance in Which the comnmunication takes place, the surrounding environmen.” finally the cultural context. informal, For example, your Inter, Acti mn Organizational Communication Communication in_an organization (9 kes place at different hierarchical Jevels. As we },,, Jearnt, it is extremely necessary for the sustenance of any organization, Since a large numb. of employces are involved in several different activities, the need to communicate effectiy, becomes greater in an organization. With a proper networking system, communicatio,, an organization is possible even without direct contact between employees. Organization, communication can be further divided into the following. “ mmunication that occurs in the process of operations within .. _Aitemal-operational All coi organization is classified as internal-operational. _ aera peratonal The work-related communication that an organization has w people outside the organization is called external-operational communication. ~~ _—— —— Smal All communication in an organization other than that for business or offic::, purposes is called personal communication. We will lear more about communication in organizations later in this chapter. Mass Communication ‘Mass communication is meant for large audiences and requires a medium to transmit information There are several mass media such as journals, books, television, and newspapers. The audience is heterogeneous and anonymous, and thus the approach is impersonal. Press interviews given by the chairman of a large firm, advertisements for « particular product or service, and the like take pla through mass media. This type of communication is more persuasive in nature than any other form. and requires utmost care on the part of the send" while encoding the message. Oral communication through mass media requires equipment such as microphones, amplifiers, etc., and the written form needs print or visual media. The characteristics of mass communication are as follows:Baties of Technieal Commumieation | $1 Large reach Mass communteation has the capacity to reach audience scattered over a wide geographical area. Impersonality Mass communtention ts largely Impersonal, an the participants are unkncum to each other Presence of a gatekeeper Mass communteation needs additional persons, institutions, oF organizations to convey the message from a sender to a receiver. This ‘gatekeeper’ or mediator could be a person or an organized group of persons active in transferring, or sending information from the source to the target audience through a mass medium. For example, in a newspaper, the editor decides which news makes it to the hands of the reader, The editor is therefore the gatekeeper in this mans communication process, FLOW OF COMMUNICATION Information flows in an organization both formally and informally. Formal communication refers to communication that follows the official hierarchy and is required to do one’s job. In other words, it flows through formal channels—the main lines of organizational communication. Internal-operational and external-operational communication is formal. In fact, the bulk of communication that a business needs for its operations flows through formal channels. For example, when a manager instructs a subordinate on some matter or when an employee brings a problem to a supervisor’s attention, the communication is formal. Similarly, when two employees interact to discuss a customer’s order, the communication is formal. Information of various kinds flowing through formal channels, such as policy or procedural changes, orders, instructions, and confidential reports, is formal communication. Formal communication can flow in various directions—vertical, lateral, or diagonal—as shown in Figure 3.2. Managing Director. Director 1 ~——________——-y Director 2 Director 3. | | ‘Manager Manager2 Manager3 Manager1 Manager2 Manager3 Manager1 Manager2 Manager3 —— + Lateral/Horizontal |" Diagonal { Cownward —— ¢_ Upward jgure 3.2 Flow of communication in an organization Vertical Communication Figure 3.2 shows that communication can flow in any direction in an organization. Vertical ‘communication consists of communication up and down the organization’s chain of= $2] Technical Communication command. Vertical communication can be classified ax downward communication . upward communication according to the direction of tts flow, ang Downward communication Downward communication flows from manager down the chain of command, wy managers inform, dhstruct, advise, or r9, their subordinates, the communication 4, in a downward pattern. This is generally to convey routine information, new eae or procedures, seck clarification, ask for ay analysis, etc. People also send feedback, their subordinates on their actions through 1}, channel. Downward communication can ty, any form—emails, memos, notices, facestr, face interactions, or telephone conversation, However, it should. be adequately balance, by an upwiard flow of communication, hen ues Upward communication When subordinates send reports to inform their superiors, or to present their findings ang recommendations to their superiors, communication flows upward, Upward communicatio;, keeps managers aware of the business operations as well as of how employees feel about their jobs, colleagues, and the organization in general. Managersalso rely on upward communication for making certain decisions or solving problems concerning the organization. The extent of upward communication, especially that initiated at the lowest [evel, depends on the organizational culture. In an open culture without too many hierarchical levels, ie., in a flat structure, managers are able to create a climate of trust and respect, and implement participative decision-making or empowerment. In such an environment, there will be a considerable amount of upward communication. This happens mainly because the employees provide the input for managerial decisions. In a highly authoritative environment, where downward flow dominates, upward communication still takes place but is limited to the managerial ranks. Suggestion boxes, employee attitude surveys, grievance procedures superior-subordinate decisions (decisions taken for the subordinate by his/her superior) review reports, statistical analyses, etc. provide restricted information to top management. Horizontal Communication Horizontal or /ateral communication takes place among peer groups or hierarchically equivalent employees, i.e., employees at the same seniority level. Such communication is often necessary to facilitate coordination, save time, and bridge the communication gap among various departments. Occasionally, these lateral relationships are formally sanctioned. But generally, they are informally created to bypass the formal hierarchical channels and expedite action. From the organization’s point of view, lateral communication can be either advantageous or disadvantageous. As compared to vertical (downward or upward) communication,ap Ee Basics of Technical Commumication | which can at times hold up and delay timely and accurate transfer of information, lateral communication can be beneficial, Novertheloss, they can also create conflicts when formal vertical channels are bypassed by employees In order to accomplish their goals, or when superiors find out that they had not been conaulted before certain decisions were taken. ['A\coaraina ated flock of birds For al shoal of fish maintain) their. relative positions, or er direction simultaneously “dive to lateral communication) ft membors; this Is due to tiny prossure {fo apprise the peer group of the activities of a department, The Vice President (Marketing) sending some survey results in the form of a memo to the Vice Presid of an organizauon as it butlds cooperation among the various branches, It plays a greater role in organizations where work is decentralized, because there is a higher probability of communication gaps in such set-ups. Diagonal Communication Diagonal or cross-wise communication flows in all directions and cuts across the various Lateral communication enables the sharing of information with a view nt (Production) for further action is an example of lateral communication. ‘This type of communication is vital for the growth functions and levels in an organization. For example, when a sales manager communicates directly with the Vice President (Production), who is not only in a different division, but also at a higher level in the organization, they are engaged in diagonal communication. Though this form of communication deviates from the normal chain of command, there is no doubt that it is quick and efficient. In some situations, ignoring vertical and horizontal channels expedites action and prevents other employees from being used merely as messengers between the actual senders and receivers. The increased use of email also encourages cross-wise communication. Any employee can communicate via email with another employee, regardless of the receiver's function or status. Since there is no specific line of command, diagonal communication is also referred to as crass- wise, radial, or circular communication, depending upon the structure of the organization. For instance, a managing director could directly call a supervisor and give instructions. COMMUNICATION NETWORKS A variety of patterns emerge when communication through vertical, horizontal, and diagonal channels is combined. These patterns are-termed as communication networks, Formal Network Models Five common communication networks exist in formal communication in an organization—chain, Y, wheel, circle, and all-channel. The chain network represents a vertical hierarchy in which communication can flow only upward or downward. This network is used in direct line of authority Figure 3.3. Chain network communications, with no deviations (Figure 3.3).OBJECTIVES | ‘You should study the chapter ro know show te enhance the effect: veness of your speaking = pow ro overcome nervousness: if you have any, while speaking « pow to be clear and fluent In your speaking + the various a5pe voice and their according to requirement « the various barriers to effective speaking and how to overcome them «+ the various types of speaking and how to carry them out effectively + how to speak well in public + how to be an effective team speaker cts of human manipulation Effective Speaking com wettest ese, meee oe INTRODUCTION Now that we have learnt the Importance of listening, leCus move ., to the next important communication skill of speaking. Regardj« of the expertise or responsibility at work, everyone will evennis be expected to give a presentation or make a speech. We may}, asked to talk to colleagues, clients, suppliers, or the general pubj We may be asked to speak for ten minutes or two hours. Regardi: of whom we are talking to, the subject matter or the dura’ the presentation and the ability to effectively communicate » the audience and engage them directly reflects on the co and us. As our career progresses, acquiring effective speaki: becomes even more important. At the entry level, executives require mostly technical skills, but as they rise in managem they are required to rely less on technical training and mo their ability to sell their ideas and plans to their next management. Failure to professionally present one’s work. ic. or organization in these situations may significantly affec: organization’s reputation. In addition, it will certainly affect on career growth. Speaking effectively and powerfully is a skill that is really wo: learning. Fortunately, public speaking is something we can |. Public speaking is a skill that can be studied, polished, and « perfected to some degree. All it takes is hard work. With tenacity and persistence, we can master it, and it will make a significant difference to our career. This chapter facilitates our understanding of effective speaking. | Wise men talk because the; have something to say; foo's because they have to ss | something’tect Speaking URE To develop voice quality, we need to first Wentify the strengths and weaknesses of our voice. Just like effective body Inngunge enables us to enhance the impact of our speech, a proper use of our volce makes our apeoch more lively and dynamic, The features associated with our voice are known as paralingutstic features, The following section discusses these features in detail, pARALINGUISTIC FEATURES speapi | ARMA Paralinguistic communteation nlors to the stdy of human voice and how words are spoken. Paralinguistic features are non-verbal vocal cues that help us to give urgency to aur vatce Our voice is our trademark; {tis that part of us that adds human touch to words, Writing does not have that immediacy because the words are static on a page. Votce gives extra life to our delivery. Therefore, it is useful (o understand the characteristic nuances of voter, namely quality, volume, rate, pitch, articulation, pronunciation, and pauses. | Projection | ie ORE Me ; Iness and projection are two different aspects of the beginning of our talk and at the start of each new ices. It is possible to project our voice without section, ee eee : id. Stage actors often do this when they speak. To make our voice travel through the room, we need 2 ice.and yet are ‘heard from the back rows of to breathe deeply as we need ai i jeatre If we begin speaking in'a loud voice, we will! Often, speakers rut ‘out of air and lec their voices fade st the full attention of the audience. Then shifting toa. just when they are delivering critical information Ac the "end ofa section/our'voice need not be loud, but ft muse + project. Nyon baa ve Secret Quality Quality is a characteristic that distinguishes one voice from another. Each one of us has a unique voice and its quality depends on its resonating mechanism. While the quality of one’s voice cannot be changed, it can be trained for optimum impact. It may be rich and resonant, soft and alluring, thin and nasal, hoarse and husky, or harsh and irritating. Very few people are naturally blessed with deep and resonant quality; everybody can improve on the quality of the voice and develop it to its fullest potential. Abraham Lincoln and Winston Churchill, for example, adapted the quality of their voices to become speakers par excellence. Volume Volume is the loudness or the sofiness of the voice. Our voice should always project but need not always be loud. If the place we are speaking in is large and open, the volume should be high, and if the place is small and enclosed, the volume should be low. If our volume is too high we may sound boorish and insensitive, whereas if it is too low we may convey an impression of timidity, which has no place in the business world, It may also give the impression that we are not well prepared and lack the confidence to express ourselves. Thus, we should vary our volume so as to make our voice audible and clear.iPad ae One way to Inprove nue voice and xpenking atyle ta through reading aloud, Ree, | Technkeal Covrvmuntestions ex, giving eneh character a rinique way of speaking, may develop VOC RL yan ey stones, giving ene Arto hy tee ey an ele elt aya gn: hl Kn, My Paco/Rate Rate is the number of words that one speaks por minute, It varies from Pernon and from 80 to 250 words per minute. The normal rate ts from 120 to 159 wordy HS fen, We should cultivate our pace 80 as to AL in this reasonable Ment. Ifa porno, Et Min, slowly and monotonously, he/she ts most likely to be constdered « dull speaker the contents of the speech may be highly interesting, Similarly, a fast speaker al, Ny, discomfort because the listeners do not get enough time to graKp the thoughy ang from one thought to another. Under these circumstances, listeners may just stop Uaten i, *. ony "My "pays tks their attention may go astray. It is best, therefore, to vary the speaking pace. Appropriate pauses should by, 7 Ue create emphasis. A well-paced, varied message suggests enthusiasm, selfassuran, awareness of audience. Pitch Pitch refers to the number of vibrations of our voice per second. The rise and fall of the conveys various emotions. ‘Thank you’ is such a phrase. We can make out he differenc, itis uttered indifferently and when with sincerity. Inflections give warmth, lustre, Vitality exuberance to our speech. Lowness of pitch can indicate sadness, shock, dullness, gui When we are excited, joyous, triumphant, and even angry, our pitch automatically bec; high. A well-balanced pitch results in a clear and effective tone. It helps us avoid }, monotonous. Intonation refers to the rising and falling pitch of the voice when some says a word or a syllable. By learning and adopting an appropriate intonation patter, will be able to express our intention very clearly, Pitch is also influenced by the air supply in our body; if we run out of air, we co: control the pitch of our voice, Like the strings of a Guitar, if we tense the vocal chor: higher pitch results, and vice versa. Tilting ou ¢! 4 up or down reduces our ability to control pitch EEL © A variety of pitches should be used to hol listeners’ attention. We should always avoid raisin: the pitch of our voice as we end a sentence. Thi HH 7 vocal pattern, called pitching up, makes our rem q sound tentative or unfinished. 7 I Articulation Speakers should be careful not to slop, slur, chop truncate, or omit sounds between words or sentences If all the sounds are not uttered properly, the fo of understanding gets interrupted and deters ‘i ‘Hi dude, whaddaya gonna do today?” listener from grasping the meaning of the messas"Speak clearly if you speak At | aliscarve every word before Effective Speaking | 123 The result is similar to the no; Kative Impross ave a articulation, slurred sounds, Pression that written errors leave with a reader, Lazy ponds, oF skipping over words will lower the credibility of the speaker, evelop in yourself the ability to speak distinetly; produce the sounds in crisp and lucid manner without causing any confusion. The audience will bettor understand do not know’ and ‘1 want to go! than ‘ dunno’ and ‘ teanna go’. ( fall Olver Wendell Holmes Pronunciation eee requires us to speak out sounds in way that fs generally accepted. The best = ae ‘ollow British Received Pronunciation. Received Pronunciation RP, also called Engich a cee 's) English, Oxford English, or BBC English, is the accent of Standard aclu be careful enough to pronounce individual sounds along with word stress according to the set norms. Do not be taken in by the fancy that you know the correct pronneistion ofall the words. Whenever there is confusion, always consult a good dictionary and try to pronounce it accordingly. Given below are a few commonly mispronounced words along with their correct pronunciations: Word Common error Correct pronunciation arctic attik acktik gesture gestfa(r) dgestfa(r) 3 ter Ori:tara(r) orntra(r) Gigantic dgaidgenuk dgaigenuk Voice Modulation While intonation refers to the tonal variations, modulation pertains to the way we regulate, vary, or adjust the tone, pitch, and volume of the sound or speaking voice. Modulation of voice brings flexibility and vitality to our voice, and we can express emotions, sentiments such as impatience, careful planning, despondency, suspicion, etc., in the best possible way. If we do not pay special attention to the modulation of our voice, then our voice becomes flat and we emerge as a languid speaker with no command over our voice. Word stress and sentence stress also play an important role in voice modulation. For example, by accentuating one or two words in a sentence (e.g., in the sentence ‘This company produces fifty cars everyday’, one can stress ‘this’ and ‘fifty cars’), we can effectively bring in modulation in our voice. Thus, a novice speaker should better underline the words that he/she may like to stress during the presentation. This helps one avoid sounding dull and monotonous. Pauses ‘A pause is a short silence flanked by words. A pause in speaking helps the listener reflect on the message and digest it accordingly. It also helps the speaker glide from one thought to another. It embellishes the speech as it is a natural process to give a break. However, it should be spontaneous. Being too self-conscious may make the process look artificial.1240 | Technical Communtertion Vocaligod pauses ot vocal segregates auch as he ah, hm, ahem, a, substitntedt by silent panes, Vocalized painter make the speech found © wotruthfid: they dilite the conviction af the message, Moreover, tial rope. V0 cael ox Fe nean’ 0rd, he's 0h’, 'K08 HY actually, gyal yy aah , PARES RAGAN RHE AAG! f away the good fmpresston we have created, Thought abe be thought a foo! tant | Gefnito intervals exhibite agstirance, Confldonce, and goipn of [Speaiand remove all doubt uit be used at the end of cortan thought untia to Meng 2 Tot the fully absorb the information, q PRACTICE 2 } TAWidto Clip Group 5i" Usten earefill to the following sentences in the BVO any Pray the same woy, ‘Peas, t 1. Lenjoy seeing a project through to completion, ; S t 2 In the end, we managed to improve the efficiency of the engine, f U3. Ifthe polar ice caps mele, sea levels would rise and low-lying areas of the World Would ty 4. Aviation engineering is concerned with the design and production of alreraft, S. Increasingly, glass fibre Is being used for long-distance telephone links, 6 We arrived early at the rendezvous. f 7. The industrial revolution marked a new epoch in the history of mankind. 8. [met a singer near the monument this morning and he sang a song for me. t 9. lt was a pleasure to work with Mohan to work in this garage. 10. Engineers need to continue their education throughout their careers, Audio Clip Group 6: Listen carefully to the folowing short passages in the DVD and practise a them in the same way, with the correct paralinguistic features. Nooty, |. Silence is solitude: it is comp any.We find books in running brooks and sermons in stones. is the caravan of ideas. The quiet aspects of nature are not silent in the real sense, but th, ey have :, association of ideas. 2 A gentleman is an ornament, a delight of society, He is always conscious of his social responsi He harbours malice towards none and does not allow winged jealousies to hover over his hes: thoughts are limpid like crystal, his judgements balanced and free from prejudices. 3. | enjoy living downtown. Of course, itis very noisy; the traffic is loud, and the young people shout when they come out of the clubs. But there are lots of good points too.There is a wide vz of shops and it is easy to get around. 4. There was nothing else to do, so he leaned back in the chair and went to sleep. When he wok: | he noticed that the others had also gone off to sleep. He turned to the window and looked out > chi ertaets sky h clear now and in the afternoon light he saw a sight whose beat im breathless. Manipulating Paralinguistic Features Now that we have learnt about the paralinguistic features, it will be beneficial for us to ki how to manipulate these features so that we can use our voice to enhance the effectivenss of our speech. Whatever be the quality of our voice—rich and resonant, deep and pow! soft and alluring, thin and nasal, harsh and irritating—by controlling the various features our voice, we can create a greater impact on our audience. We will be able to attract attention to that part of the speech which we would like to emphasize on, and we will bA Ye ; 18 | Technical Comtmunicntion Ne Verbal and Non-verbal Communication lew both oral and writen, communication, We wilt 1) Verbal communication includ i the verbal fonns of communication in the chapters on speaking and writing. Thiy ten, discusses non-verbal communication, jp r Grossed at the Open crossed with Uncrossed and ——-Uncrossed and ankle one ankle on the straight closed straight for opor other thigh together While verbal communication is organized by language, non-verbal communication not. Non-verbal communication refers to all communication that occurs without the use words, spoken or written. Non-verbal communication is concerned with body movem (kinesics), space (proxemics), and vocal (paralinguistic) features. It includes all unwritten == unspoken messages, both intentional and unintentional. Non-verbal cues, however, sp louder than words, as even though speech can be made up, bodily expressions can rarely b< masked well enough to hide one’s true feelings and emotions. Personal appearances, facial expressions, postures, gestures, eye contact, voice, proxim- ity, and touch are all non-verbal signals that influence the way in which a message is int preted and understood. Though they have a profound impact on the receivers, it is diffi to analyse them accurately. This is because the interpretation of non-verbal cues is a very subjective concept, varying based on people’s varied backgrounds (refer to cross-cultural communication). Nevertheless, they must not be ignored, but recognized and understood as = correctly as possible. The following sections elaborate on this aspect of communication. See 1 the PowerPoint presentation on body language in the DVD. See also the GD and interview 1 video situations on body language. Kinesics if Kinesics is the study of the body’s physical movements. It is the way the | body communicates without words, i.e., through the various movements of its parts. ng your eyes, shruggi Frouleee, wave handeeeng | Some kinesic behaviours are deliberate. For exaniple, you nod your er such physical activities | head to indicate acceptance. While speaking, listening, reading, or writ- forms. of communi | ing, we consciously use words to receive or send ideas. Why do we use words? Because they are the primary symbolic forms that convey our gt$} thoughts. On paper, words remain static; however, punctuation marksIntroduction to Comeumication | 19 are used to convey pauxes, expressions, emotions, ete, But in faceteface communication, the message Is conveyed on two levels simultaneously, One ts verbal and the other is nem verbal, For example, suppose you are congratulating two of your friends on thelr successful interviews. If you extend your hand to them with a big smile on your face along vith the utterance, ‘Congrats’, your appreciation hax more impact on thern than the word in Ssolatiom Your smile and the handshake are kinesics, which enhance the iinpact of your verbal communication, ‘The non-verbal part of any communication is not as deliberate and conscious as the verbal part. Rather, it is subtle and instinc nd often involuntary, It is important to study body language because it is estimated that the verbal component of oral communication carries less than 25 per cent of the social meaning of the situation, while more than 65 per cent is attributed to body language. People react strongly to what they see. “'He that has eyes to see and ears to hear may convince himself that no mortal can a secret. If his. lips ae silent he chats with his fingertips; betrayal oozes out ‘of him at every pore? ‘Sigmund Freud ve, Body Language | When a speaker presents himself/herself, we see him/ Body language includes every aspect of our her before we start hearing him/her. Immediately, we begin developing impressions of his/her abilities | and attitudes based on the non-verbal signals he/she appearance, from what we wear, how we stand, look. and move, to our facial expressions and physical habics, such as nodding the head, jingling change in the pockec, penis so critical in oral _ or fiddling with a necktie. Our use of space and gestures are other key indicators. Personal appearance Personal appearance plays an important role; people see before they hear. Just like we adapt our language to the audience, we should also dress appropriately. Appearance includes clothes, hair, accessories, cosmetics, and so on. Today, the purpose of clothing has altered from fulfilling a basic need to expressing oneself. Clothes also accentuate the body’s movements, and the choice of clothes reveals a lot about the wearer’s personality and attitude. Personal appearance must be so planned that it communicates effectively to others. Even before a speaker utters his/her first syllable the audience begins to form an opinion about him/ her and visualizes the way he/she is going to talk, One’s appearance may put the audience into a resistant or hostile attitude or induce in them a receptive mood. To be clean and well groomed, conforming to the need of the occasion, is of utmost importance. Appearances communicate how we feel about ourselves and how we want to be viewed. Posture Posture generally refers to the way we hold ourselves when we stand, sit, or walk. One’s posture changes according to the situation. If nervous, one would normally be seen pacing, bobbing the shoulders, fidgeting with notes, jingling coins, moving constantly, or staying glued to the ground. When we are with friends we are probably spontaneous. We are not conscious about our posture and our physical movement is natural. But when we encounter an unfamiliar situation, we become more conscious20 | Technical Communication of our posture, For instance, during an oral presentation, stiff positions, a 38 Standing | akimbo (with hands on hips and elbows pointing away from the body), ba the messayg | of defiance or aggression. It is always better to lower the hands to ene sides in a Natural, } relaxed, and resting posture, Standing, siting, or walking in a relaxes ey : @ positiy, | posture, which will encourage questions and discusston. Also belng comfortably uprigy, | squarely facing an audience, and evenly distributing one’s welght ae npects of Posture tha | communicate professionalism, confidence, attention to detail, and organization, The Way one sits, stands, or walks reveals a lot: Slumped Erect Lean forward Lean backward Crossed arms Uncrossed arms Slumped posture—low spirits Erect posture—high spirits, energy, and confidence Lean forward—open, honest, and interested Lean backward—defensive or disinterested Crossed arms—defensive and not ready to listen Uncrossed arms—willingness to listen Gesture Gesture is the movement made by hands, head, or face. Skillful and appropriate gestures can add to the impact of verbal communication. A well-timed gesture not only drives a point home but also enhances the value of what is being said. Similarly, an awkward gesture (like playing with a key chain or button) can mar the effectiveness of the message. Gestures clarify our ideas or reinforce them and should be well suited to the audience and occasion. Gestures are more numerous than any other form of non-verbal communication,berotaton to Comenmicxion | 3 ne attached to them are diverse. It has been observed that there are as many g ' okey .000 varied hand gestures alone (Birdwhistell 1952), and the meanings derived from poey vary from individual to individual. Some hand gestures are shown in a PowerPoint 1 presentation on body language in the DVD. Gestures should not divert the attention of the listener from one’s message. They should be quite natural and spontaneous. Be aware of and avoid irritating gestures such as playing with a ring, twisting a key chain, clasping hands tightly, or cracking knuckles. Gestures can roughly be divided into the following types: NG Iie Symbolic Emphatic Enumerative ¢ Enumerative—oumbers * Descriptive—size of the objects « Symbolic—abstract concepts Locative—location of an object Emphatic—emphasis Facial expression Along with postures and gestures, facial expressions also play an important part in non-verbal communication. The face is the most expressive part of our body. A smile stands for friendliness, a frown for discontent, raised eyebrows for disbelief, tightened jaw muscles for antagonism, etc. Facial expressions are subtle. They can be used in a variety of ways to aid, inhibit, or complement communication. The face rarely sends a single message at a time. Instead, it sends a series of messages—facial expressions may show anxiety, recognition, hesitation, and pleasure in quick succession. Facial expressions are difficult to interpret. Though there are only six basic expressions, there can be many shades and blends of these. Also, people tend to hide their true feelings, ct expressions that are appropriate according to the circumstances. The six basic and proje« facial expressions are: © Happiness © Surprise © Disgust e Fear © Anger * Sadness Eye contact Byes are considered to be the windows of the soul. We look at the eyes of a speaker to find out the truthfulness of his/her words, intelligence, attitudes, and feelings. Eye contact is a direct and powerful form of non-verbal communication. We use our eyes to cull information. Eyes are also a rich source of feedback. Looking directly at listeners builds rapport. Prolonging the eye contact for three to five seconds (without, however, giving the impression of staring) tells the audience that theUnit-1 ( Role of Communication) Communication plays a fundamental role in various aspects of luman life, ranging from personal relationships to global interactions. Its significance extends across different domains, including interpersonal dynamics, professional environments, social interactions, and cultural exchanges. The role of communication can be understood through several key dimensions: Information Exchange: At its core, communication facilitates the exchange of information, ideas, thoughts, and feelings between individuals or groups. Through verbal and nonverbal cues, people convey messages, share knowledge, and express their perspectives. This exchange of information is essential for decision-making, problem-solving, learning, and staying informed about the world around us. Building and Maintaining Relationships: Communication is the cornerstone of building and maintaining relationships. Effective communication fosters trust, mutual respect, and understanding among individuals. It allows people to express their emotions, listen to others' perspectives, and navigate conflicts or disagreements constructively. In personal telationships, families, friendships, and romantic partnerships rely on open and honest communication to thrive and endure. Facilitating Cooperation and Collaboration: In professional environments, communication plays a crucial role in facilitating cooperation and collaboration among colleagues, teams, and organizations. It enables individuals to share goals, coordinate tasks, and work towards common objectives. Clear and effective communication fosters a sense of unity, promotes teamwork, and enhances productivity in the workplace. Problem-Solving and Decision-Making: Communication is integral to problem-solving and decision- making processes. It enables individuals and groups to identify issues, analyze options, and evaluate alternatives. Through dialogue, negotiation, and consensus-building, people can reach informed decisions and implement effective solutions to complex problems. Effective communication skills are essential for leaders. managers, and decision-makers to inspire confidence, build consensus, and drive positive outcomes. Shaping Perceptions and Influencing Behaviors: Communication shapes perceptions, attitudes, and behaviors of individuals and societies. Through language, symbols, and narratives, communication constructs reality, defines social norms, and influences cultural values. Media, advertising, and propaganda utilize co jes to shape public opinion, sway consumer behaviors, and mobilize support for specific causes or ideologies. Cultural Transmission and Identity Formation: Communication serves as a vehicle for transmitting culture, heritage, and traditions across generations. It preserves languages, customs, rituals, and beliefs, enriching cultural diversity and promoting cultural identity. Through storytelling, oral traditions, art, music, and literature, communication preserves the collective memory and heritage of communities, fostering a sense of belonging and shared identity. In summary, the role of communication is multifaceted and indispensable in human interactions and societal dynamics. It enables individuals to connect, collaborate, and coexist in diverse social, cultural, and organizational contexts. Effective communication skills empower individuals to express themselves authentically, build meaningful relationships, navigate challenges, and contribute positively to their communities and the world at large.Creativity in communication is the ability to express ideas, messages, and emotions in original, engaging. and compelling ways. It involves thinking innovatively, breaking traditional boundaries, and using various mediums to captivate and connect with the audience. Here's an elaborative note on creativity in communication: Engagement and Attention: Creative communication techniques are designed to capture and hold the audience's attention. By incorporating elements such as storytelling, humor, visuals, and interactive formats, communicators can engage their audience more effectively. Creativity in communication ensures that messages are not only heard but also remembered and acted upon. Expressing Complex Ideas: Creativity enables communicators to convey complex ideas, concepts, and emotions in simple and understandable ways. By using metaphors, analogies, symbols, and visual aids, they can break down intricate concepts into digestible pieces. Creative communication helps bridge gaps in understanding and facilitates clearer communication between people with different backgrounds and levels of expertise. Differentiation and Branding: In marketing and branding, creativity in communication is crucial for distinguishing brands from competitors and creating memorable experiences for consumers. Creative advertising campaigns, brand storytelling, and visual identities help brands stand out in a crowded marketplace. By evoking emotions, sparking curiosity, and resonating with their target audience, creative communication builds brand recognition, loyalty, and advocacy. Problem-Solving and Innovation: Creativity in communication fosters problem-solving and innovation by encouraging fresh perspectives and unconventional thinking. It challenges individuals and organizations to explore new approaches, experiment with novel ideas, and push the boundaries of conventional wisdom. Creative communication empowers teams to brainstorm solutions, overcome obstacles, and adapt to changing circumstances in dynamic environments. Empathy and Connection: Creative communication builds empathy and fosters connections by tapping into shared human experiences and emotions. Through authentic storytelling, personal narratives, and empathetic language, commmnicators can connect with their audience on a deeper level. Creative communication creates moments of resonance and understanding, fostering empathy bridges and strengthening relationships between communicators and their audience. Inspiring Action and Change: Creative communication inspires action and drives social change by compelling people to rethink their beliefs, attitudes, and behaviors. It motivates individuals to take positive actions, mobilizes communities around common causes, and catalyzes movements for social justice, environmental sustainability, and human rights. By leveraging creativity to communicate messages of hope, empowerment, and collective action, communicators can spark meaningful change and make a lasting impact on society. In conclusion, creativity in communication is a powerful tool for engaging audiences, expressing ideas, solving problems, building connections, and driving positive change. It empowers individuals and organizations to break through the noise, inspire others, and leave a lasting impression in a world increasingly inundated with information and distractions. Embracing creativity in communication opens doors to new possibilities, fosters innovation, and amplifies the impact of messages in today’s interconnected and ever-evolving digital landscape.