UNIT1Communicationskills.

Q1.Whatiscommunication?Explaintheprocesswiththehelpofexamples.
Introduction:
The term COMMUNICATION comes from the Latin word COMMUNICARE, this means
toimpartorparticipate.
Ineverymodecommunicationisnecessaryandimperative.
Communication:
COMMUNICATION is the process of passing information and understanding from one to
another.
PROCESSOFCOMMUNICATION
Communication has been defined as a process, which is dynamic and ever changing in
nature.
Processconsistsoffivesteps:
Ideaisgenerated
Ideabecomesmessage
Messageistransmitted
Receivergetsmessage
Receiverrespondsthemessage(Feedback)

IDEASENDERENCODINGMESSAGEISTRANSMITTEDRECEIVINGRECEIVERDECODING

MEDIUM

FEEDBACK

IDEATION:
Theprocessofcommunicationbeginswithideation,whichreferstotheformationofidea
orselectedmessageistobecommunicated.
Thescopeofideationisdeterminedbysendersknowledge,experienceandabilities.
SENDER:
Sender is one who starts the process of communication. Sender may select the content
anditskind.
Itmaybelogicaloremotional.Messagemaybeonformalsubjectorgeneralsubject.

ENCODING:
In this stage messages are composed of symbols having translation of an already
conceivedideabysenderthroughappropriatemedium.
Converting idea to message can be termed as encoding, which needs to have selected
mediumforit.
TRANSMISSION:
Transmission refers to the flow of message over a chosen channel. It is one of the most
basic aspects of communication because it also involves in selecting proper time, place
andway.
RECEIVINGMESSAGE:
Receiver receives message from sender through a selected medium. The receiver has to
assignmeaningtoamessageinordertounderstandthemessage.
DECODING:
Decoding is reverse of encoding. It is a process of converting a message into thoughts by
translatingthereceivedstimuli.
Processofdecodinginvolvestointerpretationandanalysisofamessage,whichisdoneby
receiver.
FEEDBACK:
Responseisthelaststageincommunicationprocess.Itisanactionorreactionofreceiver
tothemessagereceived.Responseisthusknownaskeytocommunicationeffectiveness.

CONCLUSION:
The flow of communication will be more effective if all the above have smooth flow,
withoutanyhindranceornoise.

Otherformofquestionswouldbe

Drawcommunicationcycle.
Explainthetermencodingdecodingandfeedback.
Explainindetailflowofcommunication.

Q2. What are elements of communication? Explain each element with suitable
example.
INTRODUCTION:
In communication language embodies (combines) and conveys thoughts along with
language.Thereisalsootherelement,whichcontributestocommunication.

ELEMENTSOFCOMMUNICATION:

Intellectualism
Language Initiation

Expression ELEMENTSOF Feedback
COMMUNICATION
Knowledge Channel

Attitudes Situation

Purpose

INDETAIL:

INITIATION:
Communicationbeginsasourceinitiatesastatementinordertotransmitsome
thoughtsneedideaorinformation.
Togiveawelcomespeechtheremustbeanideaforwhattospeak.

FEEDBACK:
Theresponseofthereceiverthatissentbacktothesourceformsafeedback.
Feedbackhelpstoknowifthemessagewasreceivedcorrectlyornot.
We may intend to give feed back after attending a seminar so as how far we
understoodthetopic.
CHANNEL:
Channelconnectsthesource(E.g.speaker)andreceiver(listener).Theymaybe
connectedtoeachotterbysoundwavesorlightwaves.
Sound waves are carried of by language we use and light waves with facial
expressionandbodygestures.
SITUATION:
Situation is the place or setting in which a communicative events occur .The
content will differ always when you communicate with your friends and with
yourbossasaccordingtothesituation.
PURPOSE:
Purpose consists of intention of the source or speaker. It is a communicative
aimofspeaker.
Incollegeyourteacherswillspeakwithpurposetoteachtoyouagiventopic.
ATTITUDE:
The speaker and the listener carry with them certain ideologies, world views,
beliefsandaptitude.
Theyareundertheinfluenceofvaryingemotionalandmentalstates.
Students will have negative view towards dull students of the class or to the
naughtyones.
KNOWLEDGE:
The speaker has to possess adequate knowledge of the message that is to be
transmitted.
Knowledgeisbaseduponobservation,studyandpersonalexperience.

There must be a proper knowledge of a given subject before examination for

students.
EXPRESSION:
Expressionconsistsoftheabilitytotransmitorcommunicateeffectively.
Theremustbeclarity,intelligibilityandfluencyforsmoothflowofit.
Whenwehavepainandsorrowwemayexpressitwiththehelpoftears.
LANGUAGE:
Language is one of the most important elements in the communication
process.
There must be appropriate words and pattern of sentences to use language
effectively.
Thereshouldbepoliteness,inourlanguage,whenwearetalkingtoourelders.
INTELLECTUATISM:
Communicationissustainedandmadeeffectivewiththeintellectualism.
Speaker and listener have to express and understand views calmly, rationally,
reflectively,preciselyandeffectively. When intellectualismis absent, thoughts
andideasarelikelytobeinsufficient.
CONCLUSION:
Communication needs to have creativity, which can be attained with
involvementofdifferentelements.

Q3.Explainindetailtheflowofcommunication.

INTRODUCTION

Informationflowsinanorganizationbothformallyandinformally.Theflowof
communicationcanbeintovariousdirectionsas:(1)Verticalcommunication
(2)HorizontalCommunication.
.Upward
.Downward VERTICALCOMMUNICATION
.Lateralordiagonal

HORIZONTALCOMMUNICATION
Formalcommunicationwillflowwithofficialhierarchylevelandinformalflow
hasnodefinitestructureorhierarchytofollow.

FLOWOFCOMMUNICATION

MANAGINGDIRECTOR

DIAGONAL

HORIZONTAL
DIRECTOR1DIRECTOR2DIRECTOR3

M1M2 M3 M1M2M3M1M2M3

UPWARDDOWNWARD
INDETAIL:

DOWNWORDCOMMUNICATION:
Downwardcommunicationflowsfromamanager.i.e.fromtoptothechainofcommand.
Forexamplewhenmanagersinform,instructoradvicetheirsubordinates,theflowof
communicationisindownwardpattern.
Downwardcommunicationcantakeanyformasmembernotice,newpoliciesor
proceduretoaskforanyanalysisetc.
Conversationmaybethroughwrittenform,facetofaceortelephonic.

Upwardcommunication:
When the flow of communication is from bottom line to the top authority it is
termedasupwardcommunication.
For example when subordinates send a report to inform their superiors or to
presenttheirfindings,communicationflowsupward.
Theextentofupwardcommunicationdependsontheorganization.
Open culture creates a climate of trust, participative or empowerment, as they
wouldprovideinputformanagerialdivision.
Suggestion box, survey, grievance procedures, reviews reports etc. provides
informationtotopmanagement.

Lateral/Horizontalcommunication.
This form of communication takes place among peer group or hierarchical
equivalentemployees.
Suchcommunicationisnecessarytofacilitatecoordination,savetimeandbridge
communicationgap.
Lateralcommunicationenablesthesharingofinformationwithaviewtoapprise
thepeergroupofactivitiesofadepartment.
Thistypeofcommunicationisveryvitalforgrowthofanorganizationasitbuilds
cooperationamongvariousbranches.
Probabilityofcommunicationgapisfoundbecauseofdecentralization.

Diagonalorcrosslines.

Diagonal or cross lines communication flows in all direction and cuts across all
functionandlevelinanorganization.
For example sales manager communication directly to vice president
(production).
This form of communication deviates from normal chain, but its quick and
efficient.
Theincreaseuseofemailalsoencouragescrosslinescommunication.
Asthereisnospecificlinecommandindiagonalcommunication,itisalsoreferred
as cross lines, radial or circle communication, depending upon structure of an
organization.

Q4.Explainedbasicformsofcommunication.
Introduction:
Therearedifferentformsofcommunicationbywhichthemassagecanbe
transmitted,itshowshowmassageiscompassedanddelivered.
Formsofcommunication:

Picture/symbols/signs.Oralcommunication.Writtencommunication

Objectlanguagecommunication

BodylanguageVoicemodulationspacedistance
Indetail:
1.Oralcommunication
Oral means stemming from mouth, message in the form of spoken words
are referred as oral communication. The use and position of words in oral
communication can make difference in understudying the intent of
message.
2.Writtencommunication:
Writtencommunicationreferstothewordsthatarewrittenandstudiedin
theformofamessage.
In an organization written from of communication written from of
communicationisintheformofletters,means,reportsetc.
Whenever message is transmitted in written format, they acquire a formal
structure;simplelanguageisused,forbetterinterpretation.

3.Bodylanguage.
Bodylanguagereferstothetransferofmessagethroughsignalsemittedby
body.Bodylanguageinalmostallsituationsisinvoluntary.
Thereceiveronmostoccasionsisabletograspthesignalsandmomentsat
acollectivesunderstudyingofthemessage.
4.Space/distance:
Thespaceor distanceyoumaintainwithreceiver orsender communicates
thenatureofrelationshipsbetweenboth.
Zonethatanindividualmaintains:
Imitate1or1feet
Personal4approximately
Social10to11
Public11feet
5.Voicemodulation.
Voice modulation and inflection in the tone refers to the changes in voice
andspeechpatterns.
Variationsinvoice modulationcancommunicationmuchaboutthefeeling
and attitude of the sender. Level of energy and peach of speaking also
communicationamessage.
6.Objectlanguage.
Object language refers to the message communicated by the objects. For
example a respectable dress code and a brief case communicate a class.
Object language allows precede oral communication, which either
strengthensornegativestheimage.

7.Picture/symbols/signs.
Picture,symbolsandsignsused,toaddthecontentforeasyunderstanding.
Complexity to the content may anise, if picture, symbols are not used
property.
Itmustbesimple,conventional,laysandcreativeone.
Thus different forms of communication are used to convey the message
withanappropriatemediaorchanneltomakemoreeffective.

Q5.Explaindifferentlevelsofcommunication.

Introduction:
Communicationisanactivitywhichinvolvestransmissionandinterchange
ofideasatvariouslevels.
Levelsofcommunication:
Humancommunicationtakesplaceatvariousleveesas:
Extrapersonal
Intrapersonal
Interpersonal
Organization
Mass

Indetail:
Extrapersonalcommunication:
Communication between human beings and nonhuman entities is known
asextrapersonal.
Forexample,Aparrotrespondingtoyourgreeting.
In this form of communication, it require to perfect coordination and
understandingbetweensenderandreceiver.
Oneofthemwilltransmitinformationorrespondinsignlanguage.

Intrapersonalcommunication:
The communication that takes place within the individual is known as
intrapersonal.
Brainislinkedtoallthepartsofthebodybyanelectrochemicalsystem.
Whenanyinformationissenttothebrainitactsasreceiver,andresponds
tothesenderafterprocessingtheinformation.
Self motivation, self determination etc. take place at the intrapersonal
level.

Organizationalcommunication:
Communication is an organization takes place at different hierarchical
levels,whichisnecessaryforthesustenanceofanyorganization.
Communication here needs to be with proper networking for a smooth
flow.Itincludesas:

Internaloperational:
All communication that Occurs in conducting work within organization is
knownasinteroperational.
Externaloperational:
Theworkrelatedcommunicationthatanorganizationdoeswithpeopleout
sidetheorganizationiscalledexternalcommunicationpersonal.
Allcommunicationinanorganizationthatoccurswithoutpurposeasfaras
businessisconcernediscalledpersonalcommunication.
MassCommunication:
Communication to a large audience which is heterogeneous (made up of
people)andanonymous(unknown).
This type of communication is more persuasive in nature, which also
requiresmorecareonpartofsenderinencodingthemessage.
Oral communication through mass media requires equipment as
microphone,amplifierwrittenformneedprintorvisualmedia.
Characteristics:
Largereach
Impersonality
Presenceofagatekeeper.

Q6.Statethedifferencebetweengeneralandtechnicalcommunication:
Communicationissaidtobeacirculatorysystemofanorganizationuseof
differenttechnologyforamediumofcommunicationisfound,whichmake
communicationprocessmoreeffective.
Differencebetweengeneralandtechnicalcommunication
Heading Technical
communication
General
communication
Factual Technical communication
isalwaysfoundfactual
General form of
communication may not
bealwaysfactual
Formalelements Need to have formal
elements
Thereisnoneedofformal
elements
Structure In this form its logically
organizedandstructured.
Structure is not be always
maintain
Audience It defines for specific
audience
There may or may not be
specificaudience.
Technique Complex and important
exposition of techniques
arefound
There is no specific
expositionoftechniques
Graphics Usuallyinvolvesgraphics May or may not use
graphics
Style Alwaysfoundtobeformal
style
Both formal and informal
styleareused
Content Contentistechnicalhere Contentisgeneralhere
Vocabulary Involves to have special
vocabulary
Involves general
vocabulary
Nature Objectives Objectives&subjective

Importanceoftechnicalcommunication
Technicalcommunicationplaysapivotalroleinanorganizationwhetherits
businessenterprise,anindustryoranacademic.
Communicationservesasaninstrumenttomeasurethesuccessorgrowth
ofanorganization.
Revolution in information technology is having a profound impact on
technicalcommunication.
Special Skill is required as of Change in Technological Environment These
SkillsInclude
1KnowledgeofHightechCommunication
2AbilitytoPresent
3ExplainComplexTechnicalInformationinSimpleandFamiliarStyle
4AnalyyzeandUnderstandthedata
Theflowofinformationthroughtechnicalmodemakesiteasyandspeedier
Example:Email,fax,internetetc
Technicalcommunicationprovidesbetterandeffectivestructuretoagiven
sourceofinformation
Examples:Manuals,reports,proposals.Etc.
Quality and quantity of information is more overfund through technical
communicationwhichbecomesmoreorganizedinanorganization.
Technical communication in an organization can be divided into oral and
writtenform;selectionofmediaplaysanimportantrolehere.
It is impossible for an organization to survive without communication; use
oftechnicalaspectsocanneverbeignoredhere.

Q7.Explaincommunicationnetworks
A variety of patterns emerge when communication combines through vertical
horizontalchannels.Thepatternsaretermedascommunicationnetworks.

FORMAL:
There are five common communication networks that play an important role in
formalnetwork.
CHAINNETWORK
The chain network represents a vertical hierarchy in which communication can
flowonlyupwardordownward.

Thistypeofnetworkisfoundasdirectlineofauthoritycommunicationswithno
deviations.
YNETWORK
YNetwork is in effect a multilevel hierarchy and combination of horizontal and
verticalflowofcommunication.

Itisfoundthattwosubordinatesreporttoonesenior,withtwolevelsofauthority
abovethelatter.
WHEELNETWORK
Wheel network refers to several subordinates reporting in a superior. This is a
combinationofhorizontalanddiagonalflowofcommunication.

CIRCLENETWORK
Circle network allows employee to interact with adjacent members but no
further.
There is a vertical communication between superiors and subordinates.
Horizontalisonlyatlowestlevel.

ALLCHANNELS
This form of communication network is least structured, which enables each
employeetocommunicationfreelywiththeothers.
Allareequalasnoemployeeformallyorinformallyassumesaleadingrole.

INFORMALNETWORKMODELS
Besides flow through formal network communication in an organization also
travelsininformalnetworks.TheGrapevine
The informal network is very active in almost every organization. The different
patternsofnetworksfoundare:

1.Singlestand:
Single stand is the way in which most people are view in grapevine. Here
themessageispassedfromonepersontoanotheralongasinglestand.

2.Gossip:
In gossip network one person passes information to all other. As one to
manyform.

3.Probability:
In this form of network the information is passed by at random, no fix
structureisfoundhere.

4.Cluster:
Cluster is the most popular form of grapevine in which some people will
passinformationtoselectfewothers.

Ingeneralinformal/grapevineis:
Notexpensive
Rapid
Multidirectional
Voluntaryandunforcedone
But:
Shouldnotignoreinformationreceivedthroughgrapevine
Shouldusesupplementformalchannel.
Shouldidentifybutnotthreatensourceofinformation
Shouldtrytounderstandhumanrelationshipinvolved
B
A
C
D
E
F
I
J



UNIT2VerbalandNonVerbalCommunication
Skill

Q1.Discussthemainelementsofnonverbalcommunication.
OR
Whatarethemaincomponentsofnonverbalcommunication?
Followingarethecomponent&nonverbalcommunication.
1) Kinesics:
Kinesics is word related to gestures, facial expression and eye
contact.
One can express Intimacy, love, hate, anger, affection, agreement
throughyoureyes.
The face also conveys happiness, sadness, love, radness and hatred
ness.
Gesturesareusedtocallsomeoneclose,orinstructtogoaway.
2) Proxemics:
ProxemicsisderivedfromProximitywhichmeansnearness.
Distance or closeness that we maintain among ourselves
communicatedefinitemessage.

3) Haptics:
Hapticsisrelatedtohumantouch.
Touchcancommunicatedifferentmessage.
Itdependsonlocation,duration,intensity,frequency,instrument&
touch.
Touch can communicate care for someone, concern, anger or
violence
Aggressivetouchessuchhatingorpushing.
The location of touch such as handholding or face touching convey
intimacy&friendliness.
4) Chronemics:
Chronemics is the study related to study of how human beings
communicatethroughtheiruseoftime.
In the professional world, time is a valuable commodity. When you
arelateforanappointment,peoplereactnegatively.
If you arrive early, you are considered either over eager or
aggressive.
5) Bodylanguage:
Bodyhasitsownlanguage.
Bodylanguageskillisoneoftheessentialqualitiesofaprofessional.
Therearesomeimportantpointstoberememberedtoamastertoagood
bodylanguage.
5.1FirstImpression:
Firstimpressionisthelastimpression.
5.2Eyecontact
Eyecontactwiththeaudiencescreatesintimacy.
Thespeakerbecomesapartoftheaudienceforsomemoment.
Shiftyourvisioninalldirectionwithlittlepause.
5.3Facialexpression:
Aspeakermustlookpleasant&confident.
Avoidfearfrommind.
The toilet going facial expression creates bad impression about the
speaker.
5.4Gesturecontrol:
5.4.1Hands:
Keepyourhandsempty&still.
Avoidplayingwithobjects.
Genuine & impressive hand gestures are good to confidence &
vitality.
5.4.2Legs:
Legsshouldbestill&firm.
Speakershouldstandfirmly.
Dontchangeplaceeverynow&then.
Speakerwithinterest&enthusiasm.

Q2.Explainbarriersofeffectivecommunication.
1. IntrapersonalBarriers
2. InterpersonalBarriers
3. OrganizationalBarriers.

1.)IntrapersonalBarriers:
Individualsareuniquebecauseoftheiridiosyncrasies.
Eachinterpretsthesameinformationindifferentways.
Certain common causers are responsible for the individuals inbuilt
barriers.

1.1 WrongAssumptions:
Manybarriersstormfromwrongassumptions.
Wrong assumptions are generally made because the sender or
receiverdoesnothaveadequateknowledgeabouteachother
background.
A skilled communication keeps these issues in mind prevent them
frombecomingbarriers.

1.2 VariedPerception:
Individualinorganizationprecivesituationsindifferentways.
Thebestwaytoovercomethisbarrieristostepbackandtakeawide
perspectiveoftheissue.

1.3 DifferingBackgrounds:
Notwopersonshaveasimilarbackground.
Ourbackgroundplaysasignificantroleinhowweinterpretmessage.
To enhance your communicate on skill, it is necessary to know the
backgroundofyouraudience.
Empathyoridentificationwithanotherpersonisthesolutiontotheir
barrier.

1.4 WrongInferences:
Inferencesaremoredramaticthenfactsandforthisreasontheygive
morescopeforgossipandrumortoburgeon.
Inferences supported by facts are essential for professionals when
theyanalyzematerials,solveproblems&planprocedures.

1.5 Imperviouscategories:
Ingeneral,wereactpositivelytoinformationonlyifitisinconsonance
withourownviewsandattitude.

Conversely,whenwereceiveinformationthatdoesnotconfirmtoour
personal views, habits and attitudes, appears unfavourable to us, we
tendtocreatenegativelyorevendisbelieve.

Rejection, distortion and avoidance are three common, undesirable,

andnegativereactionstounfavorableinformation.
Similarlypeoplewhoareveryrigidintheiropinionswayfaceproblems
incommunicatingeffectively.

1.6 CategoricalThinking:
Peoplewhofeelthattheyknowitallarecalledpansophists.
This type of thinking exists in people who feel that they know
everythingaboutaparticularsubject,andthereforerefusetoaccept
anyfurtherinformationonthattopic.
Thecluetodeletingthisbarrierinothersandourselvesistheuseof
words like all, always, everybody, everything, every time and there
oppositelikenone,never,nobodyandnothing.
Toavoidthisbarrier,substitutethesewordswithphraselikeinmost
situationsorlikely.

2.) Interpersonalbarrier:
Interpersonalbarriersoccurduetotheinappropriatetransactionof
wordsbetweentwoormorepeople.
Thetwoboardcategoriesintowhichthisbarriercanbeclassifiedare.
1. Inefficiencyincommunicationskill.
2. Negativeaspectnurturingintheelement.
2.1Limitedvocabulary:
An inadequate vocabulary can be a major hindrance is
communication.
During your speech if you are at a loss for words, your
communicationskillwillbeveryineffectiveandyouwillleaveapoor
impressionontheaudience.

Ontheotherhandifyouhavevariedandsubstantial,vocabularyyou
cancreateanindelibleimpressiononyourlisteners

2.Communicationacrossculture.
1. Crossculturecommunication:
Cross culture communicational flexibility is a major requirement for
successfulcommunicationinourmodernworld.
Thepresentationexaminesthelengthandbreadthoftheissue.
2.Nonverbalcommunication:
Facialexpression,othergestures,posture,bodilymovementsandthethree
distances(intimate,personalandsocial)areintroduced.
Thebasicexampleofsignlanguagearedemonstratedcrossculturallyand
thecommunicationalimplicationofeacharediscussed.
3.Creativeperception:
Participants are introducing to the method and principle for sharpening
observationalandlisteningskillsincrossculturalcontexts.
4.Crossculturedifference:
Intheglobalarenaworkplacewetendtominimizingoreventoignoreour
culturaldifferencewhilemythologizingthattheynolongerexist.
But this is a dangerous myth for it greatly heightens the potentials for
miscommunication.
5.Crossculturemiscommunication:
We communicate through language, symbols, gestures and our whole
bodies.

But just as we are able to communicate through all these means, there is
always the potentials to miscommunication or send unintended or false
massage.
Chance of miscommunication where the communication is mixing of HC
andLCcommunicationmodessuchasWhenonepartyiscommunicatingin
aHCwayandotherinaLCway,orwhenaLCmediumisusedinaHCway.
6.Understandingconflictsindifferentcultures.
Much of the conflicts we experience in our global market place today is
duetotheexperienceofunfulfilledculturespecificexpectations.
We can avoid the conflict by understanding what result cross culturally, in
other words by understanding what is acceptable and what is not, cross
culturally.
Abasicmethodfordiscoveryofconflictingculturalpathwaysispresented.
7.Respondingtoconflictsindifferentcultures:
Understanding why conflicts occur is one thing and resolving them is
another.
Everyculturehasitsownpathwaysforresolvingconflicts.
When Parties in conflict are on different cultural tracks their expectations
regarding the stages and processes of the resolution process will be
different.
Thisusuallyresultsinaheighteningofanxiety,fearorfrustration,whichin
turnleadstoabreakintheprocessorthefurtherdevolutionoftheprocess
andmoreconflict.
Fostering the conflict resolution process can also mean adapting the
implicitexpectationsofEuropeanpeacebuildingNGOtothoseofthelocal
groupsinconflict.

1
UNIT3Listeningskills

Q1.Whatisthedifferencebetweenlisteningandhearing?Explaininbrief
differenttypesoflistening.
INTRODUCATION
No communication process is complete without listening. We spend near about
45%ofourworkingtimeinlisteningonly.
Listeningisaprocessofreceiving.Interpretingandreactingtoamessagereceived
fromthespeaker
Howeverlisteningandhearingarenotsame.
Hearing is solely dependent on the ears, is a physical act, and barring physically
impairedpersons.
Everyonecanhearwithoutdeliberateeffort,ashearingismerelythevibrationof
soundwavesoneardrums.
On other hand, listening requires a voluntary attention and then making a sense
ofwhatisheard.
It requires conscious efforts to interpret the sound, words and its meaning to
reactthemessage.
Italsodependsontheknowledgeandattitudetowardsthesenderinthelistening
proces

TYPESOFLISTENING:
Different situation requires having different types of listening there are certain
skills,whicharebasicandnecessaryfordifferenttypesoflistening.

InDetail:

3
ActiveListening:
ActiveListeningreflectsawholeorientationtothespeaker
In this form of listening the receiver absorbs as whole to what is being said and
makes an attempt to verify all that is being said Active listening involves verbal
feedbackandwouldrespondthemessage.
Here, listener will not only pay attention towards verbal but nonverbal is also
equallyimportant.
Thiskindoflisteningisfoundduringdiscussionorwithinterestingtopic.

SIGNALS:Levelingandassimilationtakesplace.

PASSIVELISTENING
Thiskindoflisteningiswherethereaphysicalpresencebutmentallyabsent.
In this kind of listening, listener is partly or entirely ignoring the message as well
asspeaker.
He/shemightbePretendingtolistenorthinking.
There will be a heap of verbal garbage in the form alterance without any actual
process

Signal:pretendinglikelistening.

Selectivelistening:
Selectivelisteningislisteningtopartofconversation,whileignoringthemostof
it.
Listener is here only concern to the related message .When there is too much,
unrelated or uninteresting information, will load to selective listening. Listening
happenstobeatsuperficiallevelandwillnotgobeyondunderstanding.

4
Signal:Hearingpartial.

EmpatheticListening:
In this form of listening, the receiver is able to understand the view point of
speakerexactlythesameasintendto.
Matchbetweenselfandothers/speakersperception=EmpatheticListening
Empatheticlisteningispayingattentiontoanotherpersonwithempathy.
Empathy:Feelingasasameone.
[Emotional,compassion,feeling,insight]
Itisanexcellenttechniquetohelponetoattain,ActiveListening.

AppreciativeListening:
This is a listening for deriving pleasure or for entertainment. The quality of
appreciativelisteningdependsonlargeextenttothreefactorsas:
1. Presentation
2. Perception
3. Previousexperience
Forexample,wearelisteningtoacomedian,musicianorentertainer.

CriticalListening:
When the purpose is to accept or reject the message or to evaluate critically,
onerequireshavingcriticallistening.
Forexample,whenyouwouldpurchasefromsalesperson,youwouldcritically
examinedandlistenbeforespendingonit.

5
ProjectiveListening:
Inthistypeoflistening,theresponsesofreceiverareinstateof.Theimageof
camera can be use to understand the concept, which means eye of camera
onlytakeswhatisbeenshowedtoit.Therewillbelistattemptedtoworkand
understand.
Signal:Messageunderstandingwithinreceiverframe.

RelationshipListening:
The relationship listening is either to help and individual or to improve the
relationshipamongthepeople.
The rapeutic listening is a special type of relationship listening which allows a
troubledpersontotalkthroughaproblem.

ComprehensiveListening:
This type of listening is required by the students, to listen to lectures to
understand and comprehend the message. Comprehensive listening is
requiredtoreceiveandinterpretedmessage.
Listeningisnecessarybutaboveall,toadoptdifferenttypelisteningaccording
tothesituationisalsoimportant.

Q2.DescribeFeaturesOfGoodListener(ActiveListener).
Asitisnotveryeasytopayfullattentiontowhatotherssayandtolistenthem
carefully the following are some traits to be a good listener, these
characteristics improve ones efficiency in listening and with the increased
listeningefficiencyonecanjustifyhimwhereverhegoes.Theyareasunder:

6
1) A good listener should concentrate on the message fully avoiding physical
distractionssuchasanattractivefaceorfragranceofaperfume.
2) Alistenerscapacitytoabsorbtheinformationisalwaysmuchmorethana
speakers ability to talk and therefore the listener gets a lot of time
between two points. During the time, a good listener should not allow his
mindtowanderordaydream.
3) A good listener gives the speaker a chance to complete this speech. He
should not jump to conclusions about the message unless the speaker has
finished.
4) A good listener should not allow his prejudices to close his mind to the
conveyedinformation.Ifoneisprejudiced,hecanneveracceptthetruth.
5) Alistenershouldtakenotesifheorshefeelsitdesirabletouseitatalater
stage. However this might destruct him or her from listening and so it is
advisabletotakeminimumnotes.
6) One shouldnt be afraid to ask questions to make the things clear where
doubtsarise.Infactthisleadsthespeakertobelievethatyoureallywantto
collectinformation.
7) Oneimportanttraitofagoodlistenerispatience.Thoughheorshemaybe
inhurry,heorsheshouldlistenthespeakerpatiently.
8) The listener should control his or her temper while listening. Though he
feelscompletelydisagreementwithwhatthespeakersays,heshouldcalm
downanddiscusattheendofthespeech.
9) A good listener should send some verbal utterances as Yes , hum and
some non verbal signs as rolling eyes to indicate that the listener is
followingwhatthespeakerissaying.

Q3.Discussvariousbarrierstoeffectivelistening.
Introduction:
Listening is one of the most import skills to complete the process of
communication effectively. Listening is obtain information, understanding,
learningortoenjoyment.

7
BarriersToEffectiveListening:
Listening is a complex process. It is desirable to take care of the barriers that
mayobstructthesmoothflowofcommunication.
A) PHYSICALBARRIERS

Noise
PhysicalDiscomfort
PhysicalDistraction

Onechiefcauseofbadlisteningcouldbepersonsinabilitytohearproperly.
NOISE:Referstoanysoundthatdisturbsthelisteningprocess.
For e.g. When talk to someone on a running bus or train, surrounding
soundwithdisturbthelisteningprocess.

Physical Discomfort: Disrupts the listening process as one is not

comfortablewhilelistening.
For e.g. One cannot be comfortable to listen in hot summer without a fan
orairconditioner.
Physical Distraction: Is where one gets distracted from the speaker to
whathe/sheisspeaking.
Fore.g.Whenapersontalkstosomeoneinacrowdedmarket

B) PSYCHOLOGICALBARRIERS

Emotional
Mindset
Anxiety
Fear
Age&attitude

Mostcommonbarrierstolisteningiscausedbylistenersdisturbedmindi.e.
ispsychologicalinnature.

Emotional Disturbance: Can prove to be a barrier to effective listening

becauseitleadstolackofinterestandconcentration.

8
For e.g. Feeling anger over arousal of emotion adversely effect to decode
themessage.

Ageandattitude:Differenceofageandattitudeoftenmakesonefedthat,
personspeakingcannothaveinterestorrelevanttosay.
E.g.parentsguidingchildrenwillnotbecaredmuchbychildrens.

Mindset : If a conversation starts with certain mind set, than no listening

orpartiallisteningwilltakeplace.
Meaningheremightbewronglyinferredorvitalpartmaybeskippedoff.
Fore.g.Studentswillnotlisten,iftheyhavemindsetoffacultyisfunnyby
nature.

Anxiety, Fear: Feeling of anger, frustration, sadness, anxiety or fear

influenceourreceptionandreceptivitytoothersideas.

C)LinguisticBarriers:

Impropermessagedecoding
AmbiguousLanguage
Jargon

ImproperMessageDecoding:Impropermessagedecodingduringlisteningis
therecurrentbarrierintheprocessoforalcommunication.Suchmessageis
decoded incorrectly the listener, it may lead to confusion and
misunderstanding.

Ambiguous Language: Decoding an oral message, listener should

concentrateonthelinguisticcode.
E.g.Ifhe/shedoesnotunderstandalectureinFrench.

Jargon:Useofdifficultwordsshouldbeavoidedhere.

D)CulturalBarriers:

CulturalDifference
DifferentValues
Differentsocialnorms

Cultural Difference: If the speaker and listener belong to different cultures

and share different values, listening and comprehension could become a
difficultprocessinoralcommunication.

Different Values: Listener who assigns meaning to message sues and

meaningsareassignedintermsofthelistenersframeofreference.

Different Social Norms: The interpretation of meaning can create

misunderstandings during intercultural communication due to differences in
normsandvaluesareourpersonalguidestothoughtandbehaviorandexert
astronginfluenceonus.

UNIT4PresentationSkills.

1.Basicstepforpresentationstrategy.
a) Formulateastrategy
b) Developaflexibleflowingstructure
c) Methodologiesofhowyoupresentyoupresent
d) Responsetoquestionsandchallenge

2.Elementsofgoodpresentation.
OR
2.Organizingcontent.
Introduction
TheMainbody
Theconclusion

1.Introduction
Addresstheaudience
Introduceyourself
ProvideImpact
Indicatetheaimofyourpresentation,byexplainingyoualsoindicatetherelevanceofit
fortheaudience.
Indicatethemaintopicofthepresentation.
2.TheMainbody:
Theideasshouldbesupportedbyfacts,illustrationandclaims.
Thetopicdiscussedinthebodyshouldbeorganizedinthelogicalmanner.
o Chronologicalorder:
Startingwiththeoldesteventandendingwiththemostrecent.
o Spatialorder:
Discussingonetopicindifferentplaces.Fore.g.unemploymentineastthewest.
o CausesandEffects:
Describe causes and effects of something; especially suitable when you want to
explainwhysomethinghappened.
Fore.g.Thecauseofadisastertheeffectofmeasure.
o Problemandsolution:
Offerasolutionforaproblemfore.g.Howtoreducetherateofunemployment?
o Sequentialorder:
Thisorderisrelatedtochronologicalorder.Itexplainsthestepsinprocess.
o Generaltospecific:
Startwithageneralpictureandthenmoveontoadetail.
o Specifictogeneral:
Startwithadetailandputitinamoregeneralcontest.
o Start with something small and familiar then move on to something larger and
lessfamiliar.
3.TheConclusions:
Inthefinalphaseofpresentation,youshouldeithersummariesthemainpoints
ofyourpresentationorputwhatyouhavesaidinacertainperspective.
Youshouldnotaddnewfactstoyourpresentationintheconclusion.
Youshouldtaketimetoroundoffyourpresentation.
UseaphaselikewiththisIwouldliketoconcludemypresentation.

Q3Definethepurposeofpresentation.
Ans:
1) Describe:
Inthistypeofpresentation,theaimisusuallytogiveinformationortoexplain
thesituation.
Thecontentsareaftergeneralandfactual.
When the speech comes to an end the audience should have knowledge that
theydidnotknowonthesubjectbeforetheystartedlistening.
2) Instruct:
In this type of presentation, the aim is to teach the audience knowledge and
skills.
After the presentation the listener should be able to do something which he
didnotknowhowtodo.
3) Persuade:
Inthistypeofpresentation,theaimistostimulatepeopletodosomething.
Afterthepresentationyouwantthelistenertobelievesomethingthathedid
notbelievebeforehestartedlistening.

4) Entertain:
Inthistypeofpresentationtheaimistoentertainpeople.
The aim of this type of presentation is mostly to make the audience feel
happy,buttheymaybehiddengoals.
Crucialelementofthispresentationishumor.
For most people, it is very difficult to give a humorous presentation because
thehumorisnotspontaneous.

Q4Typesofvirtualaidsgenerallyusedinpresentation.
Ans:
1)Flipchart
2)Overheadtransparencies
3)Poster
4)35mmslides
5)Videotapes
1)Flipchart:
Helpthespeakerproceedthroughthematerial.
Conveyinformation.
Provideaudiencewithsomethingtolookatinadditiontothespeaker.
Canbepreparedpriorto,aswellasduringthepresentation.
Canbeconvertedtoslides.
Limitation:
Mayrequiretheuseofgraphicstalent.
Arenotsuitableforuseforalargeaudiencesetting.
Maybedifficulttotransport.
Benefit:
Flipchartarequickinexpensive.
2)Overheadtransparencies:
Thestandardtransparencysizeis811.Theonlypieceofhardwarerequired
isanoverheadtransparencyprojector(OHP).
Overlaytransparenciesprovideagoodgrowingpresentation.
Speaker can use an overhead projector with significant light in the room, so
enablingthespeakertomaintaineyecontactwiththeaudience.
Limitations:
Theprojectedimagesizeissometimetoosmalltobeseenfromthebackof
alargeroom.
Itisdifficulttowriteonthetransparencywhileitisontheprojector.
Sometimestheprojectorheadgetsintheaudiencesway.
Somespeakersfeelcaptivetothemachines.

3)Posters:
Postersarepreparedgraphicdevices.
Postersarepermanentandportable.
Postercanbeusedaloneorinaseriestotellastory.
Posterworksthebestinsmallaudiencesizes.
Limitation:
Posterstendtocontaintoomuchdetail.
Transportingthemcanbedifficult.
The more elaborate posters require extensive presentation can be quite
costly.
4)35mmslides:
Slides have high credibility with audiences because viewers looking at
photographicslidestakeninthefieldoftenfeelthatseeingbelieves.
Theonlyhardwarerequiredisaslideprojectorandascreenslideprograms
areeasytopackageinslidetrays.
Changes in slides or in their sequencing can be done rapidly to meet
changingconditionoraudiences.
Limitation:
Slides cannot be made using photocopying machine. Therefore, they
requiremoretimeandmoneytoproducethanoverheadtransparencies.
Thelightsmustbedimmedmoreforslidesthanoverheadtransparencies.
Slidesrequireagreatdealofpreparationandrehearsal.
5) Videotapes:
Avideotapeelectronicallycarriesbothapictureandasoundtrack.
Its features of sound movement, vivid image, color and variety hold an
audiencesattentionthewayfilmdoes.
Limitation:
Videotapesproductioncanbeexpensivetocreateandrequireexperienced
productionteams.
Inlargemeetings,theaudiencemaynotbeabletoseethemonitor.

Q5Tipspertainingtotheuseofvisualaids.
Ans:
1)Overheadtransparencies:
Uselargerfonts,avoiddecorativefonts.
Separatethetransparenciesusingsheetsofpaper.
Keeptransparenciesuncluttered.
Showonlytherequiredinformation.
Donotaddmultiplecolorsorexcitingbackdropstoyourslides.
Familiarizeyourselfwiththeoperationoftheoverheadprojector.
Bereadywithyournotesincaseofpowerfailures.
2)35mmSlides:
Checkthecomputersystem.
Familiarizeyourselfwiththeoperationoftheslides.
Transferyourfiletotheharddisk.
Befamiliarwiththeoperationofslideshow.
Rehearseyourpresentation.
Keepprintedcopyoftheslides.
3)Flipcharts:
Usedifferentcoloredmarkers.
Keeptwopadsofpaper.
Writeinlargeletters.
Useonlyoneslideofthechart.
Waitfortheaudiencetograspthecontentsbeforeturningpages.
4)Posters:
Eachpostershouldcontainonemessageortheme,words,chartsdiagramsmustbe
pennedinalargeenoughsizetobeseenbyeveryoneintheroom.

Q6howdoesthevisualaidhelpyouinmakingpresentationeffective?
Ans:
Increaseaudienceinterest.
Illustratekeypoints.
Signaltransitionfromonepartofthepresentationtothenext.
Increaseimpactofmessage.
Helplistenertoretaininformation.
Helpyoupresentideaswithoutdependingonnotes.
Forthosenotfamiliarwithyourlanguageoraccent,turntheincomprehensible
intosomethingunderstandable.

Q7Explainmodesofdeliverywhichcanuseformakingpresentations.
Ans:
Therearefourmodesofdeliverywhichcanbeusedformakingpresentation.
1) Extemporaneous
2) Manuscript
3) Impromptu
4) Memorization

1) Extemporaneous:
Extemporaneouspresentationisbyfarthemostpopularandeffectivemethod
whencarefullyprepared.
When speaking extempore you must prepare the notes beforehand and
rehearseyourpresentation.
Thereisnoneedtolearneverywordandlinebyrote.
Advantage:
As you have enough time to prepare for the presentation, you work hard on
thetheme.
Thesupportingmaterialhelpstopresentyourpointsclearly.
Itenablesonetomovefreelywithease.
Yourdeliverysoundsnaturalandspontaneoustotheaudienceasitallowsyou
toestablisharapportwiththeaudiencethroughmoreeyescontact.
Disadvantage:
If presentation is inadequate, you can get lost and find yourself
uncomfortable.
Ifyourelytoomuchonnotecardsandstartreadingoutfromtheminstead
of just consulting them for reference, then your speech will lose its
spontaneity.
2) Manuscript:
In manuscript presentation, material is written out and you are supposed to
readitoutaloudverbatim.
Youarenotsupposednottomemorizethespeechandthenrecollectit.
Docultivatefamiliaritywithspeech.
Youshouldknowwhatiswrittenwhere.
Advantages:
Itspermanentandaccuraterecordofwhateveryouhavetosay.
Thereisnochanceoftamperingwiththefactsandfigures.
Thematerialisorganizedsystematically.
Disadvantages:
Yougetlesstimeformakingpropereyecontact.
Thereisnotmuchscopeeitherfornonverbalcommunication.
Adaptationisratherdifficult.
Conversationalflavoralongwithvocalinflectiontakesabackseathere,which
isagreatassetforyouasspeaker.
3) Impromptu:
Theimpromptumode,asthewordsuggestsinwhatyouusewhenyouhaveto
deliveryaninformalspeechwithoutpreparation.
Advantages:
You sound very natural because you do not get enough time to make any
elaboratepreparation.
Yougetachanceanexpressyourthoughtsirrespectiveofwhatothersthinkor
sayaboutthatparticulartopic.
Youarespontaneousasyousaywhatyoufeel,notwhatyououghttosay.
Disadvantage:
The presentation lacks organized development of ideas because of the
shortageoftime.
Chancesoframblingareveryhigh.Variouspointsmayhangloose.
Thereisfrequentuseofvocalizedpauses.

4) Memorization:
Thismethodofpresentationisverydifficultformostofus.
Probablyonlyhandfulofyoucanactuallymemorizeanentirespeech.
Usuallyyoumemorizethemainpartsandareinthehabitofwritingkeyword
onyourcardstohelpyououtthroughtheactualpresentation.
Advantage:
Its very easy for such speaker to maintain an eyes contact with the audience
throughoutpresentation.
Itispossibletofinishthespeechinallottedtime.
Disadvantage:
Memorizationrequirestoomuchoftime.
Evenyourmnemonicskillsfailyouifyouhavenotrehearsedadequately.
Noflexibilityoradaptationispossibleduringthespeech.

Q8.Discussimpactofbodylanguageinmakingpresentationeffective.
The study reveals that 60% of all human communication is your body language and 30% of
whatyousayisyourtone.
1) Personalappearance:
Makesthefirstimpactontheaudienceincludesdress,hairstyle,makeupetc.
2) Posture:
Referstothewayonestandssitsandwalks.
A good speaker stands tall; feet together with the weight directly over the
instepkeepinghischinparalleltothefloor.
3) Caution:
A relaxed shoulder and protrude stomach indicate that the speaker is
discouraged,tiredandwormout.
4) Thepostureofsitting:
Thepostureofsittingmayconveyanairoptimismorsadnessorbeindicative
ofasenseoffailureorofinattractiveness.
5) Walkgracefully:
Move legs freely from the hips; lift your feet from the floor. Walk in straight
line,avoidastrideortingstep.
6) Gesture:
All oral communication is accompanied by gesture such as shrugging of
shoulders,flourishofthehandsmovementoftheheadetc.
These gestures enhance the impact and add a greater value to what is being
said.
7) FacialExpressions:
Faceisthemostexpressive.
Asmile=friendliness
Afrown=discontent
Raisingtheeyebrow=disbelief
Tighteningthejawmuscles=Antagonism
Canaddtothemeaningconveyedthroughverbalmeans.
8) Eyecontact:
Theeyesareanextensionofthebrainandawindowofthesoul.
Abettereyecontactleadstomoreeffectivecommunication.
9) Space&Distancing:
Itdiffersfromculturetoculture.
Informalgatheringitmayberangingfrom412feet.

Paralinguistic:
BodyLanguageandParalanguagearecomponentsofnonverbalcommunication.
Paralinguistic features are non verbal vocal clue that help you to give urgency to your
voice.
Your voice your trademark. It is that part of yourself that adds human touch to your
words.
Voicegivesextralifetoyourdelivery.
Therefore, you may find it useful to understand the characteristic nuances of voice,
namelyQuality,Volume,Pace/rate,Pitch,Articulation,Pronunciation,Pauses.
1.Quality:
Qualityisacharacteristicdistinguishesonevoicefromanother.
Eachoneofushasauniquevoice.
Whilethequalityofonesvoicecantbechanged,itcanbetrainedforoptimumimpact.
Veryfewpeoplearenaturallyblessedwithdeepresonantquality.
Everybody can improve upon the quality of the voice and develop it to its fullest
potential.
2.Volume:
Volumeistheloudnessorsoftnessofthevoice.
Yourvoiceshouldalwaysprojectbutneednotalwaysbeloud.
Onewaytoimproveyourvoice&speakingisthroughreadingaloud.
3.Race/Rate:
Rateisnumberofwordswhichyouspeakperminute.(WPMWordPerminute)
Thenormalrateisfrom120to150words.
Cultivateyourpacesoastofitinthisreasonablelimit.
Ifthepersonspeakstooslowlyandmonotonously,heismostlikelytotheconsidereda
dullspeaker.
Afastspeakeralsocausesdiscomfortbecausethelistenersdonotgettimetograspthe
thoughtsandswitchfromonethoughttoanother.
Usepausestocreateemphasis.
4.Pitch:
Pitchreferstothenumberofvibrationpersecondofyourvoice.
Theriseandfallofthevoiceconveysvariousemotions.
Lownessofpitchcanindicatesadness,shock,dullness.
Highpitchcanindicatejoyous,ecstatic,triumphantandevenenergy.
Awellbalancedpitchresultsinaclearandeffectivetone.
Pitchisalsoinfluencedbyyourairsupply.
5.Articulation:
Speaker should be careful not to slop, slur, chop, truncate or omit sounds between
wordsorsentences.
Lazyarticulation,slurredsoundsorskippingoverwordswilllowerthecredibilityofthe
speaker.
Developinyourselftheabilitytospeakdistinctly.
6.Pronunciation:
Ifarticulationmeansspeakingoutallthesoundsdistinctly,thenpronunciationrequires
ustospeakoutsoundinwaythatisgenerallyaccepted.
One should be careful enough to pronounce individual sounds along with word stress
accordingtothesetnorms.
Whenever there is confusion, always consults a good dictionary & try to pronounce it
accordingly.
7.Voicemodulation:
Voice Modulation pertains to the way we regulate, vary or adjust the tone, pitch and
volumeofthesoundandspeakingvoice.
Modulationofvoicebringsflexibilityandvitalitytoyourvoice.
One can express emotions, sentiments like impatience, careful planning, despondency,
suspicionetc.inthebestpossibleway.
8.Pause:
Apauseisashortsilenceflankedbywords.
Apauseinspeakingletsthelistenerreflectonthemassageanddigestitaccordingly.
Ithelpsyouglidefromonethoughttoanotherone.
Itembellishesyourspeechbecauseitisanaturalprocesstogiveabreak.
Bespontaneous.
Ifyoubecometooselfconscious,thisprocessbecomesartificial.

UNIT5INTERVIEWS

Q1. Explain the expectation in you from your prospective employer when you
appearforaninterview.
In general, employees are looking for two things: whether the candidate can
handleaspecificjobandevidencethatthepersonwillfitintheorganization.
Followingaretheattributesanemployerlooksforinhisemployees:
1) Integrity:Youranswersmustreflectthetotalcharacter.
2) Intelligence:Itincludesbasiccommonsenseaswellaspresenceofmind.
3) Endurance:Reflectendurancethrough yourstatements.Eventheslightest
signoflazinesswilllayyououtofthequeue.
4) Teamplayers:Projecttheabilitytoworkinteam.Topexecutivesareteam
builders.
5) Self confidence: Answers like may be etc depict lack of commitments
andselfconfidence.Atthesametime,overconfidenceandoversmartness
shouldbeavoided.
6) Sense of humour: Project grace even under difficult conditions.
Occasionally, laugh at yourself and cultivate a readiness to accept the
mistakes.
7) A cando attitude: This can be done by showing enthusiasm to take
responsibilities.
8) Accomplishments: It is important to show what you have achieved. This
contributestomeethetargets.
9) Anabilitytothinkquickly:Youranswersshouldbespontaneous.
10) Logical professions: If there is a gap in the progression, then there is
alwaysachancethatonewillbeasked.Behonestaboutyourfailures.
11) Performance: Ensure to reflect that your performance is either industry
specificorfunctionspecific.
12) Relevantexperience:Talkofexperiencewhichwillmakevalueadditionto
thecurrentjobs.
13) Motivation:Whathasledyoutothisposition.

Employers are usually concerned with the candidates experience.

Intelligence,communicationskills,enthusiasm,creativityandmotivation.

Q2.Explaindifferenttypesofinterviews.
Depending on their objective and nature, interviews can be categorized
intothefollowingtypes:
Job
Information
Persuasive
Exit
Evaluation
Counseling
Conflictresolution
Disciplinary
Termination

JobInterviews:Here,thecandidatewantstolearnaboutthepositionand
theorganization,theemployerwantstolearnabouttheapplicantsabilities
and experience. Both hope to make a good impression and to establish
rapport. In the initial round, job interviews are usually formal and
structured.
Information interviews : The interviewer seeks facts that bear on a
decision or contribute to basic understanding. Information flows mainly in
onedirection:onepersonasksalistofquestionsthatmustbecoveredand
listens to the answers supplied by the other person, e.g. doctor patient,
bosssubordinate.
Persuasiveinterviews:Onepersontellsanotheraboutanewidea,product
or service and explains why the other should act on his or her
recommendations.Persuasiveinterviewsareoftenassociatedwith,butare
certainly not limited to selling. These persuasive interviews require skill in
drawing out and listening to others as well as the ability to impact
information.
Exitinterviews:Theinterviewerstrytounderstandwhytheintervieweeis
leaving the organization or transferring to another department or division.
The interviewer tends to ask all the question while the interviewee
providesanswers.Encouragetheemployeetofocusoneventsandprocess
ratherthanonpersonalgrips.
EvaluationInterviews:Supervisorperiodicallygivesanemployeefeedback
on his performance and discusses progress towards predetermined
standardsorgoalstoevaluatetheareathatrequireimprovement.
Counselinginterviews:Asupervisortalkswithanemployeeaboutpersonal
problems that are interfering with work performance. The interviewer is
concernedwithwelfareofboththeemployeeandorganization.
Conflict resolution interviews: Twocompeting peopleorgroupsofpeople
withopposingpointofviewexploretheirproblemsandattitudes.Thegoal
istobringtwopartiesclosertogethercauseadjustments,inperceptionand
attitudesandcreatemoreproductiveclimate.
Disciplinary interviews : A supervisor tries to correct the behavior of an
employee who has ignored the rules and regulation of the organization.
The interviewer tries to get the employee to see the reason for the rules
and agree to comply. The interviewer also reviews the facts and explores
thepersonsattitude.
Termination interviews: A supervisor informs an employee for the reason
ofterminationoflattersofjob.Theinterviewertriestoavoidinvolvingthe
company in legal action and tries to maintain a positive relationship as
possiblewiththeinterviewee.

Q3. Your friend is going for an interview. What tips will you give him / her for
betterperformance?
The following are few tips that would be given for better performance in an
interviewtoafriendofmine:
Bewellprepared.
Brushupyoursubjectandgeneralknowledge.
Memorizeyourresume.
Knowaboutthecompany.
Dressappropriately.
Besmart,clean,andwellgroomed.
Carryabriefcaseorneatfoldercontainingallrelevantpapers.
Show up 10 15 minutes early. In case you feel you may get delayed, call
upandinform.
Whenyoumeetyourinterviewer(s),shaketheirhandsconfidently.
Staycalm,donnotfidgetortwiddleyourthumb.
Bepolite.
Neverchewgumorsmokeduringtheinterview.
Beyourself,behonest.
Showarealinterestinthejob.
Beawareofalltheansweringtechniques.
Donotansweraquestionyoudidnotunderstand;askforclarificationfirst.
Speak clearly using positive words/phrases such as enjoy, enthusiastic,
positiveattitude,excellence,strivingtobemybest,etc.
Appropriately use the top five: nonverbal eye contact, facial expression,
posture,gestures,andspace.
Intheend,restateyourinterestinthejob.
Smileandsaythankyou.
Tellthemhowyoulookforwardtoseeingthemagain.
Shakehandsfirmly.
Tellthemhowmuchyouenjoyedtheinterview.

UNIT6GroupDiscussion

Q1. Your friend is going for an interview he/she has to first appear for
a group discussion. What tips you would give him/her for better
performance.
Introduction
Now days the importance of teamwork and group communication has been
increasedalot,italsoactsasapartofselectionprocess.
Guidelinesforgroupdiscussion
Toafriendofmyfollowingwouldbefewtipstotakecareofinagroupdiscussion.
Bethoroughwithcurrentissues.
Alwaysentertheroomwithapieceofpaper/dairyorpen.
Listentothetopicwell.
Jotdownasmanyideasyoucaninfirstfewminutes.
Organizeyourideasbeforespeaking.
Speakfirstonlyifyouhavesomethingsensibletosay.
Identity your supporters and opponents and allow your supporters to
augmentyourideas.
Keepatrackoftimeandsharetimefairly.
Haveanopenmindandlistentoothersviews.
Maintainaneyecontactwhilespeakingandlistening.
Donotindulgeinparallelconversation.
Bodylanguageanddisciplineshouldbeproperlymaintained.

Usefact,humorandwit.
Drawofsilentmembersandencouragethemtospeak.
Lookattopicfromallvariousanglesandperspective
Beloudenoughtobeheardbyeveryone.
Avoidpersonalattacksandnamecalling
Supportyourpointswithsuitableorrelatedfacts.
Trytobegroupcenteredratherthanselfcentered.
Attempt to arrive at a consensus through your ultimate aim to reach a
conclusionwithinspecifiedtime.
Donottakeanegativestanceofanymemberinagroup.
Useproperlanguageandadhereprincipleofpoliteness.
Thus,aboutgiventipswouldaidafriendtogoforagroupdiscussionandputinto
betterperformance.

Q2. Importance of group discussion in recruitment procedure

introduction
Group discussion, which is conducted for the selection process is a well
formulated devices that is used for judging the personality, communication skill,
knowledgeandtheirabilitytoworkasateam.

INDETAIL:
Groupdiscussionhasbecomeanintegralpartofmostofselectionprocesstoday,
thefourcomponentsgenerallyevaluatedareas:

Knowledge
Communicationskills
Groupbehavior
Leadershippotential

Knowledge
This refers to the depth and range of your knowledge as well as analytical
andorganizationalabilities.
Some knowledge of the topic concerned & supported by common sense
whichwillbeabletowinlaurels.
If is important to have a fairly good general knowledge and awareness of
thecurrentsituation,toperforminagooddiscussionwell.
Inthisapproachcandidatesarebeingevaluatedonhowyouthinkandnot
onwhatyouthink.
Of course the contribution of your knowledge must be relevant, rational,
convincingandaboveallinterestingappealingtoselectionpanel.

Communicationskills:
Duringagroupdiscussion,candidatewillbeassessedinformsof:
Activelistening
Clarityofexpression

Language&vocabulary
Appropriatesofbodylanguage

LISTENING:
Listening is an important in group discussion, as it will help you to pick up
thethreadofdiscussionandcontinue.
It is easy for the selection panel to identify poor listeners as their
discussionlackscontinuity.

CLARITYOFEXPRESSION:
The panels perception of a candidates personality and ability to
influenceandconvinceothersdependsgreatlyuponrighttone.Voiceand
articulation.
Itisnotsufficienttohaveideasbuthavetobeexpresseffectively.
Fluencymodulationandgooddeliveryarealsoimportanthere.

LANGUAGE:
Languageusedshouldbeaccurate,freefromgrammaticalerrors,
It should be direct, clear and precise with ideas flowing in an organized
manner.
Languageusedmustbekeptsimpleandunambiguous.
Usingtoomuchofjargon,highsoundingwordsorambiguousexpression
mayprojectasshowoff.

BODYLANGUAGE:
Score of a group discussion depends not only on your verbal
communicationbutalsononverbalskills.
The selection panel observes your appearance, eye contact, posture,
gesturesandfacialexpression.
Your gestures and mannerism would reflect your attitude than what you
say.
Bodylanguageisofanimportantweightageforassessmentofcandidates
accordingly.

GROUPBEHAVIOUR:

Group behavior reflects ability to interact with other members of a group

onbriefacquaintance.
Participatinginagroupdiscussioninvolvescoordinationandcooperation
amongvariousmembers.
The selection panel notes the difference in amount of participation by
members.
This needs to have an appropriate verbal and nonverbal means of
communication.

Leadershipskills:
Thesuccessofanyteamdepends,toalargeextentonitsleader.
Candidate who posses both functional ability and cocoordinating ability
willemergeastheleader.
Functional ability involves knowledge, mental and physical energy,
emotionalstability,communicationskillandobjectivity.
Cocoordinating involutes to have traits as group adaptability and
motivation.
Organization would aid to above aspect in a group discussion as to select
anappropriatecandidatesbestsuitableforagivenjob.

Q3. Discuss techniques of organizational group discussion:
INTRODUCTION:
In an organization, the group discussions are mainly used for group decision
making. Members of interacting group take the responsibility of explaining their
ideasandarrivingataconsensus.

TECHNIQUES:
In order to minimize the censor themselves and pressure other group members,
thefollowingtechniquesmaybeused:
#Brainstorming

#Nominalgrouptechnique
#Delphitechnique

BRAINSTROMING:
Brainstorming is a method for generating a variety of ideas and
perspectives.
It is as uncritical as possible because criticism inhabits the free flow of
ideas.
In this form, a group of six to twelve people will sit around a table and a
groupleaderstatestheprobleminaclearmanner.
Membersmaysuggestasmanyalternativesastheycan,&makeanoteof
it.
No criticism is allowed, all alternatives are recorded for discussion and
analysis.
Therearetwotypesofbrainstormingas:
1. Storyboard:itidentifiesmajorissues
2. LotusBoard:Corethoughtsarepresentedinsurroundingideaslike
petals.
Thistechniqueismainlyforprocessofgeneratingideasonly.
NominalGroupTechnique:
In this technique group members are all physically present in a traditional
committeemeeting.Theyoperateindependently.

Beforediscussion,memberswritedownideasontheproblem.
Eachmembertakesturngoingaroundpresentingtheirideas,nodiscussion
takeplaceuntilallideashavebeenrecorded.
Groupwillthandiscussideasforclarityandevaluatethem.
Each member silently and independently rankorders the ideas and final
decisionisdeterminedbytheideawithhighestranking.
DelphiTechnique:
The Delphi technique is more complex and time consuming alternative in
groupdecisionmaking.
Thistechniqueneverallowsthegroupmembertomeetfacetoface.
The problem is identified and members are asked to provide potential
solutionsthroughaseriescarefullydesignedquestionnaire.
Each member anonymously and independently completes the first
questionnaireandresultsarecompliedatcontrollocation.
Eachmemberreceivesacopyoftheresults.
Afterviewingresults,membersareagainaskedfortheirsolution,thesteps
wouldberepeatedasoftenasnecessaryuntilconsensusisreached.
This technique is used more over when members are geographically
scattered.
Conclusion:
An organization can decide upon the type of group discussion it needs to have
mainly on the basis of time, urgency, location and complexity of decisions to be
made.

UNIT7ParagraphDevelopment

Q(1)whatisaparagraph?Showthevariouscomponentsofparagraph.Explain
itinbrief.
Ans:Agroupofsentencesiscalledparagraph.
Characteristicsoncomponentsofeffectiveparagraph.
1) Cohesion
2) Coherence
3) Atopicsentence
4) Adequatedevelopment.
(1)Cohesion:
Thesentencesarereferringtothemainideaorathesisofthepaperisknownas
unityintheparagraph.
Theuseofdifferentreferencewordsgivescohesiontotheparagraph.
Itrelatesonesentencewithanother.
Cohesionhelpsyoutoavoidmonotonyandmakesyourparagraphcompact.
For e.g.:This is an apple. The apple is sweet. The apple is fresh. The apple is
importedfromsimla.TheappleisexportedtomanyAsiancountries.
The above paragraph has no grammatical mistakes but it has monotony and
unnecessarily,LengthenstheParagraph.Thesameparagraphcanberedraftedin
thefollowingway.
Thisisanapplewhichissweet,freshandredincolour.Itisimportedfromsimla
andexportedtomanyAsiancountries.
(2)Coherence:
Thesentenceshouldbeorganizeinalogicalmannerandshouldfollowadefinite
planofdevelopment.
There are four basic mechanical considerations in providing transition between
ideas.
Repetitionofkeywordsofphrases
Useoftransitionaltags
Useofparallelgrammaticalstructure
Useofpronoun

(3)Atopicsentence:
Acontrollingideaisthemainidea,yourattitude,yourevaluationofsomething
Thiscontrollingideaisexpressedstatedintheformoftopicsentence.
Justasanessayhasathesisthatexpressesthemainideaoftheessay.
A paragraph has a topic sentence that states the central idea for the
paragraph.
Topic sentences can appear at several points in paragraph, either at the
beginning,middleorend.
(4) Adequatedevelopment:
In addition to unity and conference a paragraph should also be well
developed, that is every idea discus in the paragraph so be adequately
explainedandsupportedthroughevidenceandexample.
This ideas of course should all work together to explain and support the
controllingideaofessayorpaper.

Q.(2)narratesthestepsdevelopaparagraphadequately.
Ans:
The first thing you should keep in the mind is that controlling the
ideaispositive.Thatisyourparagraphissupportingtheidea.Central
ideaoftheshouldmatchit.
Next, your topic sentences of the paragraph state the main idea of
theparagraph.

Q.(3)Attributesofgoodparagraph:
Thefollowingaretheattributesofgoodparagraphwriting:
1.Itshouldbeconciseandprecise
2.Itshouldnotbelostmerelyinjungleofwords.
3.Itshouldnothavemonotony.
4.Thereferencewordshouldbeusedintheappropriatemanner.
5.Topicsentencesmustexplorethecentralideaofit.
6.Theideashouldhaveinterrelationshipwitheachother.
7.Itshouldhavecohesionandcoherenceinstyle.
8.Theideasshouldbeorganizedinlogicalsequences.
9.Itshouldbecorrectedwithallgrammaticalfaultsandpunctuations.
10.Thespellingshouldbespeltcorrectly.

Q.(5)Explaindifferenttypesofparagraph:
Narration
Exposition
Definition
Description
Comparison
Processanalysis
Persuasion
1.Narration:
AnarrativediffersfromMerelistingofevents.
Timeandplaceandpersonarenormallyestablished.
Narrative serves as the opening anecdote that illustrated the topic of the
story.
2.Expostion:
Expositionisexplanatorywriting
Expositioncanbeincidentalpartofadescriptionoranarration,oritcanbe
theheartofanarticle.
Aside from clarity the key problem with exposition is credibility. What
makesyourexplanationbelievable?
3.Defination:
Here,theparagraphdefinestheobjectsonprocess.
Thecontentsareoftengeneralandfactual.
After reading the paragraph, readers have knowledge or information that
theydidnotknowonobjectorprocessbeforetheystartedreading.
4.Description:
Descriptionrequiresyoutorecordaseriesofdetailedobservation.
Beespeciallycarefultomakerealobservation.
The success of a description lies in the difference between what a reader
canimagineandwhatyouactuallysawandrecorded;fromthatgaparises
asparkofengagement.
Usesensorylanguage.
Golightonadjectivesandadverbs.
Thekeyproblemindescriptionistoavoidbeingstaticonflat.
Adopt a strategy that makes your description into little story: move from
fartonear,lefttoright,oldtonew.
5)Comparison:
Here,paragraphoftwodifferentobjectsorprocessarecompared.
It may compare more than two different objects or process, in order to
identitytheadvantageanddisadvantageofeachobjectsorprocess.
Beforewritingacomparisondrawsupachartandfillsitin.
Find out certain elements; compare those elements with the element of
otherobjectsorprocess.
6)Processanalysis:
Here,paragraphdescribesaprocessinsequentialorder.
1.Analysetheprocessintoseriesofsteps.
2.Putthestepsintosequence.
3. Isolate the steps: number them, use bullets, put them in separate
paragraph.
4.Useillustrationkeystothestepswhenappropriate.
5. Always ask an outsider to read your process analysis to see if it can be
followed.
7)Persuasion:
Here,paragraphiswritten,topersuadepeopletodosomethingorchange
theirmindsorTakeanaction,moreisneededthanyouropinionorsenseof
conviction.
Given paragraph also serve to little article and brings a sense of closer in
thefromofok,nowgetupandact!

UNIT8LETTERWRITING
Letterheadformat[Blockstyle]
Inquiryletter
Shrijiprivatelimited
25,northMainStreet
AshramRoad
Ahmedabad3840005.

October16,2009.

Mr.BharatPatel
Mahajanpublicationhouse
Gandhiroad
Ahmadabad380014.

DearSir,
Subject:InquiryforBooks
Weareverymuchimpressedbyyouradvertisementofnewbooksonautomobile
andcustomerrelationship.Weareleadingdealersofautomobilepartsinourcity
since last 10 years. We are interested in buying few books for building better
customerrelationship
Pleasesendusyourlatestcatalogsandpricelist.Asweareyournewcustomer,
werequestyoutoofferusmaximumdiscountandfavorabletermsofpayment.
Ourrequirementisurgentwewouldliketoknowwhetheryoucandeliverthe
goodswithin15days.Ifyourpricelistandtermsareacceptable.Wewouldplace
onordersoon.
Thankyou.
Yoursfaithfully
P.K.vora
(SalesManager)

UnsolicitedInquiryLetter

ShrijiInstituteofmanagement
GayanimandirRoad
Navrangpura
Ahmedabad380006
OCTOBER24,2009.

MahajanFurnitureHouse
GandhiRoad
Ahmadabad3800017.

DearSir,
Subject:InquiryforFurniture.
WehavebeendealinginthebusinessofFurnitureforlast25teams.Weare
interestedinyourfurnitureforournewcollegebuildingthisyear.
Werequestyoutosenduslatestcatalogueandpricelist.Wewishtoplacean
orderofvariousfurniturefromyou.Thereforewerequestyoutousyour
generousdiscount.
Ifyourtermsandconditionsofbusinessarefavorable,weshallbeyourvalued
customerwithbigorders.Weexpectpromptandpositivereply.

ThankYou,
YoursFaithfully,
ShivPatel.
(ManagementIncharge)

ReplytoInquiry

MahajanFurnitureHouse
GandhiRoad
Ahmadabad3800017.

October27,2009.

ShrijiInstituteofManagement
GayanimandirRoad
Navrangpura
Ahmedabad380006.

DearSir,

Subject:ReplytoInquiry.

Wethankyouforyourinquirydatedon24
th
October,2009askingpricesand
particularsofourMahajanFurniture.Wearepleasedtosendyouherewith
detailedcatalogandpricelist.

Weshallgrantyoudiscountof20%onthepricesmentionedinthepricelist,if
yourorderisaboveRs.2,00,000.OurTermsofPaymentwillbe:PAYMENT
AGAINSTDELIVERYDOCUMENTSTHROUGHYOURBANKERS.Thepackingand
forwardingwillbedonefreeofcost.

Weassureyoutoexecuteyourorderwithin15daysfromthedateofthereceipt
ofyourorder.Wehope,youwillfindourprice&termsconditionsmost
reasonable.

Welookforwardtoserveyousatisfactory.

Yoursfaithfully,

R.KVora.
(SalesManger)


PlacinganOrder

ShrijiInstituteofManagement
GayanimandirRoad
Navrangpura
Ahmedabad380006.
November2,2009.

MahajanFurnitureHouse
GandhiRoad
Ahmadabad3800017.

DearSir,
Subject:Placinganorder.
Thank you very much for quotation letter of 1
st
October. We are pleased to
confirm our order number 346 for the following goods as per your quotation
letterno.443.
SerialNo Items Quantity Description
1 Benches 140 MediumSize
2 RoundTable 34 Brown & Cream
Color
3 ComputerTable 40 SlimShow
4 Chairs 40 Revolving
5 SelfCupboard 154 3drawers

Sincewerequirethegoodsbefore15
th
November,2009.werequestsyoutosend
the goods as soon as possible. Your terms and condition for business are
favorabletous.
We request you to send us an advance cheque of Rs.1, 20,000/ before 30
th

October,2009inthenameofShivfurnitureprivateLtd.
Wethankyouforyourvaluedcustom.

Yourssincerely,
ShivPatel.
(ManagementIncharge)

AcceptinganOrder

MahajanFurnitureHouse
GandhiRoad
Ahmadabad3800017.

November6,2009.

ShrijiInstituteofManagement
GayanimandirRoad
Navrangpura
Ahmedabad380006.

DearMr.Patel,
Subject:Acceptinganorder.
Thankyouforplacingsuchalargeorder.Gladyouagreeonourpriceandterms.
Wearehappytoacceptyourorder.
Wewouldbeabletodeliveryourorderbetween13
rd
NovemberthroughKataria
transport services. Please ensure that you receive list of goods and consignment
copy.
Hope you will agree with our proposal and expect prompt conformation of
acceptingyourorder.

Yoursfaithfully,
R.K.Vora.
(Proprietor)

Letterforcomplain
ModifiedBlockformat

NeelKamalElectronics
MahajanStreet
Kalawadroad
Rajkot.360005.

January20,2009.

ShrimadElectronics.
Trikonbagmarg
Jubaliroad
Rajkot360004.

DearSir,
Subject:Complainforwronggoods.
We have received the consignment sent by you against our letter no.104.We
thankyouverymuchforyourpromptexecutionofourorder.Howeverwewould
liketodrawyourattentiontothefollowingcomplaint.
Onopeningtheconsignment,wefoundthat50TVswereinadamagedcondition
out of total of 250.As our customers do not buy such broken goods, we are
sendingthembackwithrequesttosendusnew50TVsasearlyaspossible.
Wearesurethatyouwillagreetopaythetransportationcostofreplacement.We
hopewelookforwardforyourpromptattention.
Yoursfaithfully,
V.KDutta
(Proprietor)

Adjustmentletter
Shrijielectronics
25,navpath
Navarangpura,Street
Gandhiroad
Ahmedabad380016.
October162009.
Kamalkunjelectronics
20,janpathmarg
Karolbag
Delhi110001.

Dearsir,
Subject:Adjustmentfordamagedgoods
ThankyouforyourletterNOPN104.Wearesorrytoknowthatyoureceived50
TVsindamagedcondition.Wearesorryfortheinconveniencecausedtoyou.
Oninquirywefoundthatthedamagedwascausedbecauseofmishandlingof
goodsduringtransit.Thedamagehasbeencausedbythetransporter.Sowe
requestyoutoclaimfortherecompensationfromcarryTransportCompany.
Wehavefollowedallyourinstructionsproperly.Sowearenotresponsibleforthe
damages.Wethinkourexplanationwillsatisfyyouandwillcontinueyour
patronage.
Sincerelyyours
KetanPatel,
(Salesmanager)

CollectionletterBlockstyle

Kamwovelectronics
23,NavkiranStreet
Ponalroad
Chandnichock
Delhi110004.

October242009

ShivkrupalElectronics
GandhiRoad
Navrangpura
Ahmedabad380015.

DearSir,
Subject:Collectionofdueamount.
Wehopethatourpromptdeliveryofgoodswouldhavesupportedyouduringthe
heavyrushoffestive.Wewouldliketoinformyouthat.Wehavenotreceivedthe
remainingbalanceamountofgivenconsignment.
Youradvanceamountwasalsoreceivedaweeklate.Wewouldliketoknowthe
reason for the late Payment mode. If there is any genuine reason please let us
know,sothatwetakeintoconsideration.
Werequestyouto paytheamountlatestbyNovember3.2009.we wouldcharge
5% interest. If do not receive the payment on time. Hope you will pay attention
forthesameandreplayassoon.
Yourstruly,
Bakulchavda
[Accountinghead]

Salesletter
HomeEnterprise
Gandhiroad,Ahmedabad380014
PHONENO:(079)2345849
www.homemakers.com

11may20008
CampbellCompany
Cannaughtplace
Newdehli110005.

DearSir,
Haveyoueverthoughthowyourvisitorswouldreactwhenuofferthenjuicesand
colddrinksallreadyinajiffy?Fruitsandflavorsofallrindgohandinhandinour
nearlypunchedproductHOMEJUICEMAKER.
There are several automatic as well as well as manually operated juice making
attachmentwhereyouranjustdropinthefruitpourallrequiredingredientsand
watch our machine speed up to prepare your fruit juice just in a few minutes. It
will also reduce your work by automatically separating the ring and seeds in a
wastecan,readilybediscarded.
As owners of our juice maker you are entitled to additional advantage like its
capacity to even, make coffee or tea with extra attachment. It is very handy and
makeslifetoeasythatevenchildrencanhandleitsafely.
At present we offer juice makers in for different colors as white, grey, blue and
green. There is an offer of 30% discount on placing an order before 30
th
may
2008. Sending the enclosed form today together with requisite cast. Your own
juicemakerwillbesentfreeofdeliverscosttoyourdoorstepjust6daysfromthe
receiptofyourorder.
Yoursfaithfully,
M.K.Gupta
Salesmanager.

TheoryBusinessLetters.

PartsofBusinessletter:
1. Heading/LetterHead
ThisincludesorganizationsName,Fulladdress,telephoneno.,faxandEmail.
e.g.
HI.TechGraphics
513,CircularRoad
Bangalore560001.
Servingyourneedssience1990
Phone: 0802345963 Email
sale@tech.com

2. Date
Thisincludesdate,monthandtheyear,whichcanbewrittenas:
Americanformat:June3,2009.
BritishFormat:3June,2009.

3. InsideAddress
This part is identify the receipt (To whom letter is been written). It includes
Name of a person/post in an organization or specific department, street
addressorpostboxno.cityandstatenamealongwithpostalcode.
e.g.
TheGeneralManager
LionIndustriesLimited
EastPatelNagar
AndheriEast.
Mumbai400001

4. Salutation.
Ityoudonotknowspecificnamethesalutationswouldbe:
Dearsir/DearMadam.
DearColleagues,
ToAllSalesReps.
ToWhomItMayConcern:
Dearstudents.
Ifyoudonotknowgender,saluatationwouldbeas:
DearB.M.Patel
DearSheetalSharma.
IfyouknowtheFirst/LastName,Saluatationswouldbeas:
DearMr.Gupta
DearAshok
Ityouarewritingtoahigherauthoritylevel,saluatationwillbeas:
Respectedsir/Madam
RespectedPrinciplesir.

5. SubjectLine
Thiselementletstherecipientknowataglance,whataletterdealsabout.
e.g.
Subject:Informationregardinginspection.

6. Message
TheMainpartofbusinessletter,whichinformsthereaderaboutthemessage.
Thefirstpartwillhavegeneralintroductiontothesubject.Secondpartdeals
withmainmatterandlastpartwillincludeclosing.

7. ComplimentaryClose:
Thiselementisasinglewordorphaseas:
BeginningEnd
DearSir/MadamYoursFaithfully,
DearMr.BrownYourssincerely,
DearJohnYourssincerely/KindRegards,
RespecterSirRespectfullyYours/yours
obediently,

8. SignatureLine
SignatureLineincludesyoursignature,nameandtitle
e.g.
Cordiallyyours,
Mr.SantoshGupta.
(SeniorExecutive)

Perprosignature.
Itaorganizationhasdelegatedtheauthorityofsigningletterstoanexecutive
bythepowerofauthority,thatexecutivewilladdperproorPPjustbeforethe
nameoftheorganizationandsignbelowitas:
Cordially,
Perpro.SharewellIndustries
LaxmiPandey.

9. AttentionLine:
Attentionlinecanbeusetodrawtheattentionofaparticularpersonor
departmentinanorganization.Attentionlineistobeplacedtwospacebelow
theinsideaddress.
e.g.
Attention:PersonalManager.
Subject:Informationonnewrecruitment.

DearMr.,Gupta,

10. AddresseeNotation:
Thissortofinformationgenerallyappearsatdoublespaceabovetheinside
address,inallcapitalletters.Itcanbeas:
PERSONALINFORMATION,CONFIDENTIAL,PLEASEFORWARDTHOUGH
PROPOERCHANNELetc

11. CopyNotation
Thisindicateswhoisreceivingacourtesycopy(CC)orcarboncopy.Some
companiesindicatescopiesmadeonaphotocopier(PC)ormayuserecipients
arelistedintheorderofrankoralphabeticalorder.

CC:CharlesMathew
PC:LenaMadan
C:RahulBhatt

12. PostScript
Lettersmayalsobearpostscriptsi.e.afterthoughtstotheletter,tothe
messagethatrequireemphasisorpersonalnotes.Postscriptisusuallylast
itemonanyletterandmaybeprecededbyP.SorPSornothingatall.Second
thoughtwillbewrittenasP.S.S.
Trytoavoidpostscriptastheyconveyanimpressionofpoorplanning.
e.g.
PS:pleaseinstructyouofficetogivepriorinformationincaseofnot
supplyingwateronaparticularday.

13. MailingNotation:
14. Thisisplacedeitheratthebottomoftheletter,afterreferenceinitialsor
enclosureoratthetopoftheletter,abovetheinsideaddressonleft
side/middle
e.g.

BYSpeedPost
Bycourier
Byregisteredpost.

PrinciplesofBusinessLetter.
Useyouattitude.
Clearandconcise.
Correctandcomplete.
Emphasizethepositiveapproach.
Courteousandconsiderate.
UsenaturalTone.

Steps:
Identifyyourpurpose
Analyzeyouraudience
Collectdatatosupport
Organizeyourmessage.

UNIT9TechnicalReport.
Q1.Definetechnicalreportsandstatesitstypesinbrief:
Report:
Areportisaformaldocumentwrittenforaspecificaudiencetomeetaspecific
need.
Typesofreports:
Onthebasisofcommunicationmediaandsituationreportscanbeclassifiedas:

Typesofreports

OralFormalStatutoryRoutineInformational
WrittenInformalnonstatutorySpecialInterpretative

InDetail:
1.Oralreports:
An oral report is a face to face communication of an experience or
observation.
It is comparatively informal and time saving. Also simple and easy to
present.
Ittrendstobevagueandprovidesnorecordsforfuturereference.
ForE.g.:Salesreport,Conferencereports..
2.Writtenreports:
Awrittenreportisrelativelymoreaccurateandprecise.

Itismoreformalandgivesapermanentrecord.
ForE.g.:Projectreport,Researchreport,Progressreports

3.Informalreports:
Informal reports are generally informed of person to person
communication.
Informalreportisoftenwritteninaformofletteroramemorandum.
ForE.g.:Laboratoryreports,Dailyreports,Tripreports.
4.Formalreports:
Aformalreportispresentedinaprescribedform.
Itispreparedinaccordancewithanestablishedprocedureandsubmitted
toauthorityconcern.
Formal reports are generally long reports with elaborate description and
discussion.
ForE.g.:Annulreport,Thesisproject,andTechnicalreport.
5.Statutoryreport:
Statutory reports are prepared and presented according to the form and
procedurelaiddownbylawarecalledstatutoryreport
Reportsaresubmittedatthestatutorymeetingofshareholders,directors
toannualgeneralmeeting.
Annualreturns,auditorreportsareexampleofstatutoryreports.
6.Nonstatutoryreports:

Formal reports which are not required under only law but which are
prepared to help the management in formulating policies and taking
importantdecisionarecallednonstatutoryreports.
7.Routinereports:
Thisreportsarepreparedandpresentedintheusualroutineofbusiness.
Such reports contain more statement of facts without opinion or
recommendation.
Routine reports are usually written on the prescribed preformed are
presentedatprescribedintervals,soalsoknowasperiodicreports
ForE.g.:Dailyproductreport,Monthlysalesreport.
8.Specialreports:
Specialreportsarerelatedtoasingleoccasionorsituation.
Specialreportsdealwithnonrecurrentproblems.
According to the function a report can be either informational or
interpretive.
ForE.g.:Inquiryreports,Researchreports,ThesisReports.
9.Informationalreports:
Informational report presents the data collected or facts observed in an
organization.
Itdoesnothaveconclusionoranyrecommendation.
ForE.g.:Conferencereport,Seminarreport,Tripreport.
10.Interpretativereports:
Thisreportnotonlycontainsfactsbutalsoevaluationofdata.

The report includes having report conclusion and may also have
recommendationforactions.
Reportsaregenerallybasedananalysisorinvestigationoftheproblemor
research.
Reports should be reader oriented with detail and documentary required
basedonthetypeselected.
ForE.g.:Projectreport,Marketresearchreport.
Q2.Discusscharacteristicsandobjectivesoftechnicalreports.
Report is a description of an event to a person who was not actually present an
thesense.Itisbasedonevidence,informationandotherrelatedfacts.
*Charactertics:
1.Precision:
Effective report, clearly reflect their purpose. Precision gives unity and
coherence to report and makes it valuable document. Investigation ,
analysisandrecommendationshouldbedirectedbycentralpurpose.
2.Factualdetails:
Report should be detailed and factual, depending upon your specific
audienceneeds.Accuracyoffactsisveryessentialtoagoodreport.
Inaccuratefactsmayloadtodisastrousdecision.

3.Relevance:
The fact in report must not only be accurate but also relevant. Irrelevant
facts make a report confusing; exclusion of relevant facts renders it
incompleteandislikelytomislead.
4.Readeroriented:

Drafting report needs to take care of the person going to react it. A good
reportistoreaderoriented.
5.Objectivity:
The objectivity should come as logical conclusion to investigation and
analysis.Theobjectivityshouldbenaturaloutcomeofanalysis.
6.Easylanguage:
A good report should be written in simple, unambiguous language and
clearone.
Itshouldbebriefandgrammaticallyaccurate.
7.Brevity:
Brevityistheessenceofsoulitwouldbeinbriefasmuchaspossible.
8.Specialformat:
Atechnicalreportshouldinvolveformatincludingthegivecontentsasset
tothestandards.
9.Homogeneity:
A good report should deal with one topic at a time. All section of your
reportshouldfocusonthetopic.
*ObjectiveofReports:
Topresentarecordofaccomplishedwork.
Torecordanexperimentresearch.
Todocumentschedulestimetablesandmilestone.
Todocumentcurrentstatus.
Torecordandclarifycomplexinformationforfuturereference.

Topresentatopicinanorganizedform.
Topresentinformationtoalargenumber.(annualreport).
Torecommendactions

TYPESOFREPORT

1.LETTERHEADFORMAT

ShrijiConsultancyPrivateLtd.
B12/16,RingRoad
Ahmedabad380016.
Gujarat[India]
www.shrijigroup.com

January20,2009.

Mr.S.R.Patel
Chiefengineeringofficer
SDLlimited,SDLPBuilding
36BNehruRoad
Ahmedabad380060.
Gujarat[India]

Subject:InspectionReport

DearSir,

ShrijiconsultancyteaminspectedAPsectionofthecomputerdepartment
inSDLtocollectvariousparameterstodeterminetheratingandworkingof

thesystem.Adetaildescriptionregardingdifferentlocationvisitedisgiven
below:

LocationA:Customerservice
Thesystemusedherewasfoundoflowconfigurationsandfewsystemsdid
not work properly. It was observed that data in system could not be
retrievedquickly.Thereisneedtoinstallantivirusesassoonaspossible.

LocationB:AccountDepartment
The systems here were found better than customer service department,
but due to fluctuation in voltage few systems does not boot immediately
.stabilizersshouldbeusedtopreventfluctuations,Foraccurateandbetter
resultinaccountingsoftwarenamedastally9.0shouldbeused.

LocationC:Production
System used at production department needs to be immediately changed
as they are of very low configuration and few parts are really damaged.
Systemalsodoesnotproperlysupportnewoperativesystem.

The inspection team included senior computer engineers Mr. Nikhil Bhatt,
Mr.VipulPatelandMr.SumitVora,allatShrijiconsultancy.

WeatShrijiconsultancybelievethatthefindingsoftheteamwillhelpyou
togoaheadwithyourplantomodernizethesupportsystemwithsmooth
roadways.

Sincerely,

S.K.Bhatt
[GeneralManager]

MEMOFORMAT
InnovateSolutionPrivateLtd.
Interofficememorandum.

Date :March4,2008
To :Mrs.ShaillyVora
Director[Sales]
From:KrupaPatel
ChiefTrainingManager.

Subject:InterISPLmeetontelemarketingstrategies.

Report:Salesmanagersfromall12headofficeofInnovateSolutioninIndiagot
together from 1215
th
February 2008, to share their experience of the use and
effectivenessoftelemarketingstrategiesinIndiaanddiscussfutureplanofaction.
There were sessions on sales training courses to run in the head offices and
activities at the training centers at various parts of India. Each representatives
participantreceivedsetofmaterialsproducedbythecorporatetrainingcenterin
Mumbai.
Expert sales trainers like Mr. Sanjay Shah, Dr.B.N.Vasu, Mr. Sailesh Parekh
coordinator ISPL Training Center and other cocoordinators enlighten the
participantsthroughtheirspeechandsubsequentworkshops.

Theworkshopswerehighlyinteractiveandparticipantsactivelyparticipateinthe
deliberations. The level of interest and commitment was remarkable. The meet
wasveryenlighteningandsuccessful.

Yourstruly,

KrupaPatel.

PRINTEDFORM
Repetitiveandroutinedata:

TOURREPORT
Reportonparticipationinprofessionalconferenceofficeorderno.1464datedon
20
th
January,2008.
Nameofofficer :JayeshPandit.
Designation :Seniormarketingmanager,
Regionaloffice
ShrijiConsultancyPrivateLtd.
Andrei(west)
Mumbai53.

Nameofconference:Innovateconceptsinsalesandmarketing.
Nameoforganizer:IndianmanagementAssociation.
Conferencevenue:HotelFaaMumbai
Durationofconference:January1416,2008.
Organizationofconference:
(a)Sponsors:
AirSahara
TataConsultancy
IndianAirlines

(b)NumberofParticipants:125
(c)NumberofSessions:12
(d)NumberofPresentations:32
Date:25
th
January,2008.

Signature:JayeshPandit.

Structureof
FormalReport.

Thefollowingelementsshouldappearintheformalreport:
1. TheTitlepage.
2. Acknowledgement.
3. LetterofTransmittal.
4. TableofContent.
5. AbstractandExecutiveSummary.
6. Introduction.
7. Findings.

8. Conclusions.
9. Recommendation.
10. Appendix.
11. ReferencesandBibliography.

TitlePage

AHMEDABADCOUNCILOFSIENCEANDTECHNOLOGY
ACST(GIDC)AHMEDABAD380010
GUJARAT.
ROLEOFSCIENCEANDTECHNOLOGYINTHEDEVELOPMENTOFRURAL
AREASINAHMEDABAD.

REPORTPREPARED
BY
SUNILKADAN.

PREPAREDFOR
THECHAIRMAN
ACSTAHMEDABAD.
November27,2009

LetterofTransmittal
AHMEDABADCOUNCILOFSIENCEANDTECHNOLOGY
ACST(GIDC)AHMEDABAD380010
GUJARAT.
RANJANSHUKLA
THECHAIRMAN
ACST

DearSir,
Ihaveagreatpleasureinsubmittingthereportonroleofscienceandtechnology
inthedevelopmentofruralareas.
I would like to express my thanks to my colleagues and encouraged me to work
hard.Theyhavebeenverygenerousinextendingtheirconstanthelptocarryout
thisstudyproperly.
Unexpected growth of science and technology has brought out many radical
changesinthesociety.Scienceandtechnologyhasbecomeenmeshedwithevery
activityofoursocietytoday.Theimpactofscienceandtechnologyisreflectedin
transportation, communication, health conditions, automation, and environment
andsoon.SincemajorportionofIndiaresidesinruralareas,topromotetheuse
ofscienceandtechnologyandthisareawillbegreatlybenefited.

ThechairmanofACSThasinvitedmeassecretarytowriteaninterpretivereport
on The Role of Science and Technology in the Development of Rural Areas. The
study is based on the information received from the department on the
percentagedistributionofexpenditureforfiveyears.(20042009)
The present study gives an overview of the distribution of expenditure over five
years. The present study will certainly help you to take further decision on
allocationofmorefunds.
Ihopethestudywillproveusefulformakingproperrecommendation.

WithRegards
Yoursfaithfully
SunilKandan.
MarketingAnalyst
(ACST)

SAMPLEOFACKNOWLEDGEMENT.

I should thank every one associated with the assignment and preparation of this
report.

Ithankmyorganization,Ahmedabadcouncilofscienceandtechnologyforgiving
me an opportunity to conduct the research report project. A special word of
thanktoMr.RaviKumar(Director&ChiefExecutive),Mr.,NitinKhana(DGM)and
other Executives of Ahmedabad council of science and technology for giving me
necessaryguidanceandsupportinmyprojectwork.
Ialsothankallrespondentofsurvey,whogavemevaluableinformationtocarry
outthestudyinbetterway.
Finally, I wish to thank my Family members and all my colleagues of my
department,whocolleaguesofmydepartment,whocontributedvaluableinputs
oftheresearch,work.

SAMPLEOFTABLEOFCONTENT.

LETTEROFTRANSMITTAL
CERTIFICATE
ACKNOWLEDGEMENT
ABSTRACT
1. INTRODUCTION2

2. OVERVIEW3
3. MAJORPROJECTS4
4. PROGRAMMES6
5. BACKGROUD9
5.1SIGNIFICANCEOFSTUDY
5.2PROBLEMINDETAIL
7.SCOPEOFSTUDY13
8.DATASOURCES14
9.FINDINGSANDANALYSIS18
10.CONCLUSIONS26
11.RECOMMENDATIONS32
12.BIBLOGRAPHY40

1

UNIT-10 Technical Proposals


PROPOSALS :

A piece of communication either oral or written that can persuade
someone to accept the suggested views or ideas is a proposal. It is a
systematic, factual, formal and persuasive description of a course of action
or a set of recommendations.

PURPOSE :

Purpose of writing proposals varies from organization to organization. Given
below are a few purposes of proposals:

To initiative a new project.
To provide fresh ideas.
To solve problems
To reinforce innovative strategies
To persuade the customer to purchase goods or service
To conduct the basic research before developing a new plan
To modernize the office procedures of an organization

TYPES OF PROPOSALS :

Proposals may be classified as follows :

(A) In-Formal and Formal Proposals :
This type depends on the length and format. In-formal proposals dont
require lengthy descriptions and discussion. They are brief and written
to initiate small projects and so mostly they are in printed form, letter
or memo formats.

Formal proposals are lengthy and written to initiate big projects. As
such they require descriptions and discussions and written in
manuscript format.
2

(B) Internal and External Proposals :
This type depends on the nature of the addressee. An internal proposal
is for reader within an organization. It may offer to study a problem in
the organization and present options to solve it .

An enter proposal is addressed to people outside an organization. It
may offer a plan to solve a problem of that organization and give
appropriate recommendations.



(C ) Solicited and Unsolicited Proposals :
A proposal written in response of a particular request from a client is
known as solicited proposal. Government and Non government
agencies, some companies solicit proposals for their projects. On the
other hand, unsolicited proposals are written without any request for a
proposal. As these proposals propose solutions to problem and
constructive recommendations, they are based on an object
assessment of a situation by and individual on a firm.

CHARACTERISTICS OF A PROPOSAL :

The following are the characteristics of proposals :

Proposals should be more creative in comparison of other forms of
professional writing.
Proposal should lead to believe the decision makers that their
needs would be fulfilled.
Proposals should contain a course of action with the rationale . If
it is absent, no one is going to accept what is proposed.
Proposals should keep in mind the customers convenience,
financial benefit and prestige.
Proposals look attractive and written neatly.
Proposals should include background, objective, description,
summary of the problem.
Proposals should convince the customer that the proposed course
of action will lead to future benefits.

3

Q1.) Draft a proposal as a general secretary students union of your
institution for setting up a canteen in your campus, draft this proposal
to Vice President of student gymkhana in memorandum format.

Date : October 6, 2009.

To : Vice president of students
Gymkhana.

From : General Secretary of students

Subject : Setting up a canteen in campus

Introduction :

The purpose of writing this proposal is for setting up a canteen in
campus. In this proposal first will give gist of proposal, followed by
the relevant background information require. The proposal shall
through light on following aspects as :


Problems faced by students
Objective
Work plan
Estimated cost

PROBLEMS FACED BY STUDENTS / BACKGROUND :

The problem faced by college students is of good food during their
break hours.

As there is no canteen facility inside the campus, student generally
move out and have snacks from lari-wala The food which they in
take is
Unhygienic
Lowqualityofmaterialused.
Openvessel
Surroundingatmosphereisfullofpollution
4
All these above factors may create a adverse effect on health of
students.

OBJ ECTIVE:-

The main objective of this canteen would be to provide a healthy
staff to students it will also take care for
Providingfood
Usinggoodqualityofrawstaff
Specifiedareawherestudentscansitandenjoythefood
Goodfoodateconomyrate
Friendlyatmosphere
Work plan
This project is split into three phases as:-
Setupacanteenarea/construction
Catering
Setupofinsidearrangement
Construction
Theconstructionofcanteenwouldbeatthebackoftennis
court.Areaoccupiedforthiswouldbeapproximately150
squarefeet.Insideareawillcover
Kitchen
Serviceplace
Sittingarea
Washroom
Catering
The food items will be given on contract bases to our client
Ganesh caterers, it will include all kind of snacks ,cold
drinks and mini lunch. Quality of raw material will be always
checked by our supervisory staff.
Inside setup
For inside setup, we shall have stiffing arrangement in the form
of chairs and tables, cash counter area, service area and kitchen.
Estimated cost:-
5
Theexpenditureexpectedwouldbeas:
1. Construction13,00,00
2. Equipments80,000
3. Electricalcost25,000
4. Furniture1,50,000
5. Misc.expenses25,000
Duration:-
The construction would be expected to complete within time
duration of 2months.Furniture would require 1month and
electrical work would require 15days to complete the work.
Conclusion:-
We must not let the problem to grow more and let the problem
to grow more and try to set out the facility or students as soon
as possible, it is therefore requested to accord approval to the
setting up of a canteen in the campus area.


Yours truly,


S.P. Patel

(General Secretary of Students)















6

Effective Solicited Proposal in Letter Format:

JWS Remolding Solutions
121 Phases -1, VATVA GIDC, Ahmedabad 380013.
Contact: (079) 26546378 E-mail: jws@worldnet.att.net


October 29, 2009.

Mr. Dharmesh Patel
Data Dimensions
15 HR Marg
Vata, Ahmedabad 380027.

Dear Mr. Patel:

Subject: Proposal for Home Office Construction.

J WS Remodeling Solutions would be happy to convert your existing living
room area into a home office according to the specifications discussed
during our October 14 meeting. We can schedule the project for the week
beginning Novemeber 12, 2009 (two weeks from today). The project will
take roughly 3 weeks to complete.

Our construction approach is unique. We provide a full staff of licensed
trades people and schedule our projects so that when one trade finishes, the
next trade is ready to begin. To expedite this project, as you requested, we
have agreed to overlap several trades whose work can be done concurrently.

J WS Remodeling Solutions will provide the following work:

Remove baseboard, door casing, fluted casing and sheetrock to
prepare for construction of new partition wall at north end of living
room.
Partition and finish walls to create two separate storage closets at
north end of living room with access through two 36 six-panel door
units. Replace all disturbed sheetrock.
Hand and trim new door units and replace all disturbed baseboards
and door casings.
7
Move cold air return from west wall to east wall of living room.
Paint or finish all surfaces/trim to match specs used throughout house.

The work does not include custom office cabinetry, carpeting or phone or
cable wiring. We would be happy to bid on these projects in the future.

J WS Remodeling Solutions has been in business in the Michigan area for
over 17 years. We have a strong reputation for being a quality builder. We
take great pride in our work and we treat all projects with the same high
level attention, regardless of their size or scope. Our trades people are all
licensed, insured professionals with years of experience in their respective
crafts, Enclosed is a copy of our company brochure discussing our
qualifications in greater detail, along with a current client list. Please contact
any of the names on this list for references.

The total cost for this project is Rs. 3,20,000 broken down as follows :

Materials and supplies Rs. 1,80,000
Labor Rs. 1,00,000
Disposal fees Rs. 40,000
____________
Total Rs. 3,20,000

If you would like to have J WS Remodeling Solutions complete this work,
please sign one copy of this letter and return it to us with your deposit in the
enclosed envelope. We currently anticipate no construction delays, since the
materials needed for your job are in stock and our staff of qualified workers
is available during the period mentioned. If you have any questions
regarding the terms of this proposal, please call me.


Sincerely,


Dhaval Sharma,
(President.)




8

UNIT11TechnicalDescription.

Q1.Describeguidelinesforwritinggooddescription.
*.Introduction:
A technical description begins with a definition of the object or process to be
describedandageneralbreakdownofthecomponentswhichwillbedetailed.
*.Guidelines:
The following sections are always found in descriptions which are to be taken
careof.
#.Introduction:
Itshouldbecarefullyplannedshouldincludetohave
Generaldescriptionofobjectanditsfunction.
Indicatetheaudienceneedintermsofknowledgeandbackground.
Showthespecificabouttobedescribed.
#.Overview:
Overviewshouldbeinbriefthatrevealtheobjects.
Overallframework,arrangement,shapeandpurpose.
#.Content:
Dividetheobjectintopartsanddescribeeachpart.
Shouldhaveenoughdetailtouseordrawit.

Itshouldrevealitsroleanditsrelationtoothers.
#Order:
Organizethepartdescriptiontohelpyourorder.
Spatialorder(toptobottom)
Priorityorder
Chronologicalorder

#Format:
Heads:Identifytopicwithclear,nestedsectionheadings.
Lists:Itemizerelatedfeatureswithindentingandmarks.
Figures:Integratefiguresandtextwithlabelsandfeatures.
#VerbalCues:
Parallelism:Useparallelwordsandphrasesforparallelideas.
Proleptics:Useverballinkstosignalhowyourdescriptionfitstogether.
#Comparison:
Comparefeaturesorpartswithotherthingsaccordingly.
#Contrast:
Contrastpropertieswiththepropertiesofotherstorevealtheir
significance.
#Specifics:
Inducerelevantspecificfeaturesassize,shape,color,material,technical
names,abbreviation,symbolsetc.
Omitirrelevantbackground,confusingdetailsandneedlesswork.

#Conclusion:
Adescriptionisonecompletecycleofoperationdetailswithaproper
texture.

Q2.Defineobjectdescriptionandprocessdescription.

Objectdescription:
Description is the process of making an object, idea or process to unknown,
someonewhoisunfamiliarwithit.
Descriptionwilloffunctionwhenandwhyofitsuse.
Thephysicalappearanceoftheobjectanditscomponentparts.

It will include a general description of the object, dimensions, appearance

andcomponents.

Anaccountofthecomponentssequentialandlogicalorderalongwiththeir
relationship.

The definition of idea or object is to be followed by a detailed description

ofpartsinlogicalorder.

The detailed plans of proposed system requirement, cost estimation and

evenmodelsthatcanbeused.
Thedesigningthephysicalandlogicalcoding.

Processdescription:
The technical description of a process talks about how something
works.

Atypicalprocessdescriptionwillhavethefollowingelements.
Definingtheaudience
Definitionthattellswhenandwhytheprocessisperformed.
Language, words and information should thus effective and relevant
totheaudience.
Selectinganorganizationalprinciple
The general operation gives idea as to the skills and time required,
preandpostoperationconditions.
Organizationalprincipleforisgenerallychronological.
The flow of sequence has to be based on the audiences knowledge
levelandintendeduseofdescription.
Descriptionofstepswhyandwhenittakesplace,howlongitlastand
whatarehumaninterventionsrequired.

Choosingapproximatevisualaids
Graphic representation like a flow chart can very effectively
representaprocessandexplainthesequencesinvolved.
The decision tree can help, as to perform or not certain actions in a
certainsituation.

Q3.DraftatechnicaldescriptiononnewlaptopmodelofDell.

DELLLAPTOP
VULCHAIN614Z

Overview:
Dellismakingtheirlaptopasthinandlightaspossible.Dellhasstarted
addingZtothenamesofthethinnestandlightestmodelswhichoffers

bestbatterylifeineachcategory.Tothatend,theinspiron14zoffers
consumers66%betterbatterylife.TheModelshasanimpressivesound
systemandatrendylook.

Features:

Intelcode2DUOT58790@2.0GHZ
RAM:3GB
HardDisk:320GB
Operatingsystem:VistaHomeBasic
InbuiltFeatures:Bluetooth,wirelessconnectionsandDVDWriter.
SpecialFeatures:WEBCAMandExternalMouse
14.1WidescreenledBacklit
INTELGMAGRAPHIC
AvailableinColors:Sliver,BlackandBlue.
CareofferPrice:Rs.43,980

UNIT12EFFECTIVEREADINGSKILLS

Q1.Explainreadingcomprehensionandstatetechniquesusedforgood
comprehension.
ReadingComprehension:
Readingcomprehensionreferstotheabilitytounderstandinformationpresented
in written form. Good reading means building frameworks for linking words to
thoughts.
Techniquesofgoodreading:
Skimmingandscanning.
Nonverbalskills.
Structureofthetext.
Structureofparagraphs.
Punctuation
Meaningofwords.
Authorsviewpoint.

INDETAIL:

Skimming is used to read quickly without pausing to study the details.

Skimming is done at a speed three to four times faster than normal
reading.
Often skimming is done when there is lots of material to read in a
limitedtime.
This technique is useful when we want specific information rather than
readingforunderstanding.
Skimmingworkswelltofinddates,names,andplaces,toreviewgraphs,
tablesandcharts.
Herereadingmaytakewithtitle,subtitles,subheading,andillustration,
firstandlastparagraphs.

Scanningisatechniqueoftenusedwhilelookingawordintelephone
bookordictionary.
Scanningmeansmovingeyesquicklydowntheirpageseekingspecific
wordsandphrases.
Reading more carefully and looking for specific information that are is
interestedin.
Oncescanningisover,mightneedtoskimit.
Scanningisfoundasfornumbers,letters,stepsorwords.

Nonverbal signs may include certain style features such as different fonts,
boldprint,underliningoritalics.Themeaningofthesestylefeaturescanvary
fromonetexttoanother.
Structure of the text:Moreover a text may start with title subtitle
IntroductionBodyandfollowedbyconclusionorsummary.
Most important aspect of reading is prediction begins with title. Introduction
informsandbodydealswithsubjectmatter.Conclusionsumupsandputsright
perspective.
Structure of paragraph:A typical paragraph consists of three parts. First
paragraph deals with heart of issue/subject. Second consist of detain
informationofthesubjectandlastparagraphissummaryofthematter.
Reader will have good impression of the content with first sentence in a
paragraph.
Punctuation:It is partly based on grammar. Understanding the meaning and
usagepunctuationmarkswillmakesimpletounderstandthestructure.
Itmarksindicatesideastointerpretofagiventext.
Determiningthemeaningofwords:
Reader would have wide range and flexible vocabulary will encounter those
words which are unfamiliar but earning will be understood if relationship
betweenwordsandformistakencorrectly.
Summarizing:It is very difficult to remember the complete of long text.
Summaryisashortoutlineoftextcontainingallitsimportantaspect.
Thelengthofsummarylargelydependsonthedensityofthetext.Theaverage
lengthofagoodsummaryisaboutonethirdoforiginaltext.
Stepscanbetakenwhensummarizingatext:
Familiarizewithmaterial.
Selectimportantinformation.
Paraphasetheinformation.
Selectimportantinformation.
Insertlinksbetweensentencesandparagraphs.
Adjustthelengthofsummary.

Q2.whatcanbethereasonsforpoorreading?
Ans Effective communication is always essential in all professional level.
Listeningandreadingisimportantwheelofcommunicationprocess.
Writing9%
Speaking30%
Listening45%
Reading16%
Reasonsforpoorcomprehensionare:
Inabilitytounderstandwords.
Inabilitytounderstandsentence.
Inabilitytounderstandhowsentencesrelatetooneanother
Lackofinterestorconcentration
Inabilitytounderstandhowinformationpointstogetherinameaningful
way.

Q3.DescribethetipsforImprovingComprehensiveskills,andwhatstepswould
betakentobecomeanactivereader.
1. Readaverityofmaterials.Donotlimityourselftotextbook.
2. Read a fairly long portion of the material. It would be difficult to
accessreadingcomprehensionbasedononeortwoparagraph.
3. Trytoreadanentiresectionorchapterinstead.
4. Circleunknownorunfamiliarwordsasyouread.
5. Afterreadingrecallasmuchastheinformationaspossible.
6. Considerhowinterestingthesubjectmatterisandhowmuchyou
alreadyknowaboutthesubject.
7. Answerquestionsaboutthematerialsafterreadingit.
8. Checktheaccuracyandcompletenessofyourecollection.
9. Improveattentionandconcentrationwhilereading.
10. Enhanceregistrationandrecalloftextinformationtomemory.
11. Payattentiontosupportingcues.
12. Enhancevocabulary.
13. Anticipateandpredict.
14. Makereadingmoreactiveprocess.
15. Increaseinvolvementwhilereading.

TipsforspeedingupyourActivityReading:
SQ3R
TrytofollowtheSQ3Rtechnique
S=Survey.
Q=Questions.
R=Read.
R=Recall.
R=Review.

Survey:
Gathertheinformationyouneedtofocusontheworkandsetyourgoals
Readthetitletoprepareforthesubject.
Readtheintroductionorsummarytoseewhattheauthorthinksonthekeypoints.
Noticetheboldheadingtoseewhatthestructureisused.
Noticeanymaps,graphs,orCharts.
Noticethereadingaids,italicsboldface,questionsattheendofthechapter
Read:
Readthefirstsectionwithyourquestionsinmind.
Lookfortheanswerandmakeupnewquestionifnecessary.

Recall:
Aftereachsectionstopforawhileandthinkabouteachquestions.
Seeifyoucananswerthemfrommemory.
Ifnot,takealookbackatthetext.
Repeatthisexerciseasmanytimesasyouneed.

Review:
Onceyouhavefinishedthewholechapter,gobackoverallthequestionsfromallthetopics.
Seeyouifcanstillanswer.
Ifnotlookbackandrefreshyourmemory.
1
UNIT13JOBAPPLICATION
JOBAPPLICATION:
Job application letter is to persuade employers to read the
attachedResume.
Features to be kept in mind, while writing application letters are
asfollows:
Makeyourindividualistic
Catchthereadersattention
Highlightyoureducational/professionalqualification

MakeYourIndividualistic:
Each individual possess certain traits that are marked and
speciallysuitedforaparticularjob.
Highlight the qualities and present them in a fashion that
designatesspeciallysuitedforthepost.

Catchthereadersattention:
Whilewritingaletter,theremaybehundredsofotherapplicants
withalmostsamequalification.
Theremustbesomethinginwritingthatwouldattractthereader
toholdtheapplicationinhand.
Itshouldbeclearandunambiguousandshouldactasapointerto
thecapabilitiesofthecandidate.

HighlightYourEducational/ProfessionalQualification:

2
Once the attention of the reader has been captured, it is
necessarytosustaininterest.
The educational / Professional qualification describes how best a
candidatewouldopttothejob.
Presentthisdetailwithaccuracyandinamannerthatappealsthe
reader.
SpellstrongestQualification
Summariesotherrelevantqualification
Conjoinsqualificationwithneedofacompany
Presentanyotherbriefaccomplishment
Referbacktotheresume

Q1:PrepareaResumesuitableforthepastofacomputer
engineer.

KrupalPujara.
Email:Krupal_Pujara@yahoo.com
Mail:248,AshokBhavan
Sciencecityroad
Sola.
Ahmedabad380045.
India.
Contact:07925872910
3
07925831476.

Objective:
To associate myself with an organization that provides a
challenging job and an opportunity to prove innovative skills and
diligentwork.

Professionalexperience:
Projecttrainee[July2006December2007]
SatyamcomputerserviceLtd,Abad.
Project:Metadatamanagementsystem
Description:MetadataManagerisato01tocreateandmaintain
datamarks.Itstorestoalldetailsaboutmarks.
Database,Technology&Languagesused:
Oracle,Java,Xml,Pl/Sql,swing.

Responsibilities:
DesignadatabaseinOracletoholdmetadata
Designed an appropriate graphical user interface for the
system.
Developmentofsecuritysystemforthisapplication.

Projectdetails:

ImplementationofsourceFileTransfersystem(January2004may
2004)
If involves the design and implementation of kerberas for file
transferprotocolinclanguage.
KerberasimprovesthesecurityofFTPbypreventingreplyattacks
andIPdoffing.
LearningAidsDevelopment(January2001May2001):
It involves the design development of applets for BITS virtual
university.

Coursesdone:
Networksecurity
Computersecurity
Networkprogramming

EducationalBackground.

Degree Name of
institute
Year of
passing
Division/class
obtained.
M.E. soft Birla institute Perusing
5
ware
system(1
st

year)
of Technology,
Rajasthan
B.E.
Computer
Alpha Institute
of Engineering,
Ahmedabad
2008 FirstClass72%
Higher
Secondary
C.N. Seth
School ,
Ahmedabad
2004 Distinction
84%
Secondary C.N. Seth
School ,
Ahmedabad
2002 Distinction
88%

SoftwareSkills:
ProgrammingLanguages:c,c++,JavaandvisualBasic.
Technologies:HTML, Java security, XML, SQL, PL/SQL and GNU
make.
Operatingsystem:Linux,UNIX,Windows98,95,2000andDOS.
Security experience:Have helped to uncover multiple serials
securityholesintheLANnetworktobuildfirewall.
6

PersonalDetails:
DateofBirth:28
th
April1989.
Maritalstatus:Single.
Languageknown:English,Hindi,andGujarati.
Permanentaddress:248,ashokbhavan
Sciencecityroad
Sola
Ahmedabad380045.

Reference:
Mr.SandipPatel
SatyamAnalyst
SatyamcomputerserviceLTD.
Ahmedabad,Gujarat
India.
Mr.Hardikvora
Seniorsoftwareengineer
SatyamcomputerserviceLTD,
Ahmedabad,Gujarat
India.

Q2.Unitanapplicationforthepastofcomputerprogrammerat
wipro ltd, advertised in the times of India, dated Oct 10,
2004.Send your application to the manager [HR], wipro ltd.10,
MGRoad,Banglore500002.
KrupalPujara,
48/CBShavanComplex,
SciencecityRoad,
Sola,
Ahmedabad380016.

17
th
oct.2009

Mr.BaluSubramanim,
Manager[HRD]
Wipriltd,
10M.G.Road,
Banglore500002

DearSir,

AsperyouradvisementinthetimesofIndiadated10
th
Oct2009
for the past of computer programmer would like to take and
opportunitytoapplyforthesamepost,myvariedexperienceand
myQualificationareforthisposition.
8

I have worked as a project trainee in satyam computer service
limitedforpast6month.Iwasinvolvedindevelopingagraphical
userinterfaceforMetadatamanagementsystem.SoIhavehands
onexperienceinjavaswing,javasecurity,oracleandJDBC.

As a software engineer in your organization I assure that I will

workhardfortheimprovementofyourcompany.furthermore,I
workwellwithothers.

I would appreciate your keeping this inquiry confidential. Thank

youforyourconsideration.

Yoursfaithfully,

(Krupalpujara.)

ENCL:Resume.

Q3. A recent college graduate responding to a local newspaper

article about the companys plan to arrange a new computer
center.WriteanapplicationlettertotheHRD.

6123FartigtonComplex,
BlockNoB23
9
Paldi
Ahmedabad380034
Gujarat.

January22,2009.

TheManager(HumanResource)
ShrijiPrivateLimited
5
th
CrossRoad
Khatrej
Ahmedabad380079.

DearSir,
I have just read on article in the news paper, THE HINDU (20
th

January 2009) about Taylors new computer center at north of

Baroda. I would be happy to apply for a post as an entry level
programmeratthecenter.

I understand that Taylor makes both inhouse and customer

documentation. My technical writing skills as described in the
enclosed resume will be well suited to your company. I am a
recent graduate of Grow More Institute of Technology in
Ahmadabadwithcomputerscience.

I will be glad to meet you at your convenience and discuss how

myeducationcansuityourneeds.Youcancontactmeat(079)
26387489ORatkeyur@myc.alumni.com.

10
Sincerely,

(KeyurPatel)

ENCL:Resume

Q4. Explain importance of uniting resume in job application

alongwithitstypesandthestandardpartsofaresume.
Resume is a part of job application letter .it is a technical as well
as marketing document which presents past and present
performance to prospective employer, which can assess future
potential.
A Prospective employer forms his first impression from resume
itcanhelptoshortlistofcandidatestobeconsidered.
An effective resume canopen the door topossible employment.
Rsum is a biographical sketch, which is objective, easily
accessibleanddetailed.
TypesOfResumes:
Therearemainlythreetypesofresumesas:

ChronologicalResume
FunctionalResume
11
Hybrid/CombinationResume

Selection of each one depends on the specific job description

appliedforandpastaccomplishments.

ChronologicalResume:

This resume emphasizes on education and work experience,

whichclearlyrelatestothejobyouareseeking.
Undereachposition,thereneedstodescribeyourresponsibilities
&accomplishment.
TheChronologicalresumebeginswithmostrecentexperience.
Thisapproachismostcommonwayoforganizingtheinformation
naresumeandpreferredbymostemployers.

FunctionalResume:

Functionalresumefeaturestheskillsthatbringacandidatetothe
job.
It provides examples of the most significant experiences that
demonstratetheseabilities.
More over it emphasizes on individual field of competence. It
demonstrates the applicants ability to handle the position they
areapplyingfor.
Functional resume follow Skill category followed by work
historyandscaleddowneducationsection.

12
Hybrid/CombinationResume:

Thisincludesthebestfeaturesofthechronologicalandfunctional
resumes.Thistypemayturnouttobeverylongandrepetitiousin
nature.

Aresumemustincludethequalitiesas:
Employersneed
Shouldbeconcise
Shouldbehonest

Standardpartsofresume:
Educational/professionalqualifications
Workexperience
Theheading
Specialskills,Abilities,Aptitudes
Careerobjective
AchievementsandAwards
Relatedcoursework,specialprojects
Reference
Activitiesandinterest

Aresumeincludeshaving:

Introduction/OpeningSummary.
ProfessionalSummary
CareerHighlightsprofile
13
Backgroundstatement

CompetenciesHeading
Skills
Relevantskills
CoreCompetencies
Areaofexpertise
SpecialStrength
Knowledgeencompasses
Qualifications

EmploymentExperience
Workexperience/Corporateexperience
EmploymentHistory
Projectassignments
Additionalworkexperience

Achievements
Keyachievements
Awards
Professionalrecognition

Education/Training
Education
Certification
SpecializedTraining
Additionalcourses
Workshopsandconferences
14

TechnicalSkills
Technicalskills
Computerskills
Softwareprogramsexpertise
Technicalknowledge

AdditionalBackground
Publications
Presentations
Foreignlanguages

Biosummary/PersonalHighlights

Name,Gender,Nationality,Local,Address,Permanentaddress,
ContactNo,PersonalNo,EMailetc