English Communication Skills 1st Year Diploma Engineering PDF

1ST YEAR DIPLOMA IN ENGINEERING (2024-25 Syllabus) COMMUNICATION SKILLS IN ENGLISH Sl. Q. Question With Answers Taxonomy Mark No. No. Level UNIT-1...

1ST YEAR DIPLOMA IN ENGINEERING (2024-25 Syllabus) COMMUNICATION SKILLS IN ENGLISH Sl. Q. Question With Answers Taxonomy Mark No. No. Level UNIT-1 Communication: Theory and Practice 1 Define the term "communication" in the context L1 02 of interpersonal interactions. Ans: Communication is the process of exchanging information, ideas, thoughts and feelings between individuals through various means such as speaking, writing or non-verbal cues. To create mutual understanding, messages must be sent and received. 2 What are the three primary components of the L1 02 communication process? Ans: The three primary components of the communication process are: Sender, receiver and message. 1. Sender: The person who initiates the message. 2. Receiver: The person who receives and interprets the message. 3. Message: The information or content being communicated. 3 Explain the concept of "feedback" in L2 02 communication. Ans: Feedback is the response given by the receiver to the sender's message. It helps the sender judge whether the message was understood as intended and allows for revision to ensure effective communication. Without proper feedback, communication is considered incomplete. 4 What is the difference between verbal and non- L2 02 verbal communication? Ans: Verbal communication involves the use of spoken or written words to convey a message. Non- verbal communication, on the other hand refers to communication without use of words or spoken language. It includes body language, facial expressions, gestures and tone of voice to supplement or add meaning to spoken words. 5 What is the role of context in communication? L1 02 Ans: Context refers to the circumstances and environment in which communication occurs. It influences how messages are interpreted, as it includes factors like cultural background, situational context, and the relationship between the communicators, affecting understanding and response. 6 What is Formal communication? L1 02 Ans: Formal communication is described as information that is communicated via appropriate channels or methods. It is also known as official communication. The primary goals of this communication are to ensure that the information is conveyed appropriately and to have a proper conversation. 7 What is horizontal communication? L1 02 Ans: The flow of information between two or more persons working at the same level in an organisation is termed as horizontal communication. It is also known as lateral communication. 8 What is meant by gesture? L1 02 Ans: A gesture is a type of nonverbal communication in which specific messages are sent by outwardly visible bodily movements, either in addition to or instead of spoken words. It involves moving the hands, the face or other body parts. 9 What are the objectives of communication? L1 02 Ans: The objectives of communication are: 1- To give order & receive information 2- To issue orders & instructions 3- To improve morale 4- To motivate people 10 What is kinesics? L1 02 Ans: Kinesics is the study of how the body communicates through non-verbal cues like gestures and facial expressions, as well as through movement of the body as a whole. 11 What is proxemics? L1 02 Ans: Proxemics is a branch of non-verbal  communication that studies how people communicate with one another through their use of space. It is also the study of how people unintentionally arrange their surroundings. 12 What is paralinguistics? L1 02 Ans: Paralinguistics is a kind of nonverbal communication that depends on vocal characteristics & manner of speaking. It includes accent, pitch, volume, speech rate, modulation and fluency. 13 List out two advantages of upward L1 02 communication. Ans: Upward communication is the process of information flowing from the lower levels of a hierarchy to the upper levels. The two advantages are: 1. It aims to give staff members a way to communicate their thoughts, worries, and opinions to management. 2. It permits workers to participate in projects for organizational improvement, problem- solving and decision-making. 14 List out two disadvantages of downward L1 02 communication? Ans: Downward communication is the process of information flowing from the upper levels of a hierarchy to the lower levels. The two disadvantages are: 1. It is time consuming and information is delayed. 2. There is lack of proper feedback because the lower-level employees are unable to express their challenges, improvise and learn from their faults. 15 What is the goal of internal communication? L1 02 Ans: The goal of internal communication is disseminating information within an organisation. Further it aims to inspire and engage staff members with its messaging. It keeps people informed. 16 What do you mean by Noise? L1 02 Ans: Noise is that agent which disturbs or spoils the process of communication. For better explanation: 1. Noise is the unwanted or unpleasant external sound which disturbs the transmission of the message to the receiver.  Here it is a physical Factor. 2. As a psychological factor, noise may be sadness, hostility, ego, anger , jealousy, etc which disturbs an individual during transmission of message or information. 3. Noise may be a disturbance in electrical devices or electronics signal which disturbs in the transfer of messages to receiver. 4. Noise may be a disturbance in mechanical device or a crackling microphone due to which messages cannot be clearly transferred from sender to receiver. 17 What is communication? Discuss L2 05 communication model with diagram. Ans: communication is defined as the act of sharing or exchanging information, ideas or feelings from one place, person or group to another. It is fundamental to the existence and survival of humans as well as to an organization. A communication model is pictorial representation of the communication process, ideas& thoughts through diagram. In other words it is a systematic representation of the process that helps to understand how communication can be carried out. They also help to simplify the complex process of conversing and establish where and with whom communication occurs. The following are the components in models of communication Source or sender: The sender is the person who initiates the communication. It's where or from whom information originates. Encoding: This involves choosing the appropriate words and order to deliver the intended information to an audience or a receiver. In a simple term it can be defined as the way the information is described or translated into a message. Message: A message represents the information that an individual receives from a source. For example, you're communicating a message when you send an email or deliver a speech. Channel: Channels are mediums for conveying a message to the target audience. This may include phone conversations, text messages, emails, video, radio and social media. Receiver: The receiver is the person that receives the message sent by the sender. For example, when we listen to a speech, watch a show or read written content, we are the receiver in the communication process. Decoding: It is a process of interpretation and  translation of coded information into a comprehensible form. Feedback: It is the response, reaction or information given by the recipient of a message to the sender. Communication is of no use without feedback. Noise: Interference in communication is called as noise. This includes physical noise, such as sounds of horn or loud music and encoded signals that create a distraction in a channel. The communication model diagram is provided below to simplify the process of understanding communication-. 17 What is barrier in communication? Discuss only L2 05 two barriers. Ans: Communication barriers can include anything that prevents or disables communicators to deliver the right message to the right person at the right time or a receiver to get the right message at the right time. The process of communication is never smooth as it is affected by the barriers of communication. Barriers to effective communication can result in confusion which can lead to incorrect information being conveyed or miscommunication which can lead to loss of business. The Barriers to effective communication could be of many types like semantic, psychological, organisational barriers, physical, physiologicaland cultural etc. Following are some of the barriers to effective communication- 1. Semantic barriers 2. Psychological barriers 3. Organisational barriers 4. Cultural barriers 5. Physical barriers 6. Physiological barriers 1.Semantic barriers: Semantic barriers are also known as language barriers. It refers to the misunderstanding between the sender and receiver arising due to the different meanings of words, and other symbols used in the communication. The following instances of semantic barriers can be witnessed in communication. Poor quality of message: Message when communicated should be precise and easy to understand, that makes it easy for the receiver to grasp the information conveyed. Sometimes, due to the lack of clarity or complexity of the way of providing information from the sender, there can be a case of semantic barriers. Example-A manager is conversing in English to a group of workers who understand and speak Bengali. It will create confusion among workers as they will not be able to understand what is being conveyed by the manager. Technical language: Language barriers also arise when the sender of the message is speaking in technical terms while the receiver is unaware of the terms. It creates confusion and misunderstanding between the sender and receiver by acting as a barrier to effective communication. 2.Psychological Barriers: Psychological barriers play an important role in interpersonal communication. Because the state of the mind of the sender or the receiver can make it difficult to understand the information that is conveyed, which often leads to misunderstanding. Some instances of psychological barriers to communication are as follows- Premature evaluation of information- Premature evaluation of information by the receiver even before it is transmitted can lead to barriers in communication, as it will create premature conclusion to the message, which withholds the original message. Inadequate attention - Inadequate attention from the receiver’s end at the time of communication can lead to barriers of communication as the information conveyed by the sender is not properly received by the receiver. Multiple sources-When information is passed within multiple sources, the final information is distorted as the receivers of the message are not able to retain everything that was conveyed. This can cause communication barriers. 3.Organisational barriers: Organizational barriers refer to obstacles that hinder the flow of communication within an organization. Communication hurdles within an organisation can have a big impact on any business’s success. These barriers are caused due to-  Rules and regulations present in the organisation. Hierarchical positions Organizational facilities Complex organisational structure Sometimes the complexity of organisational structure and multiple managers make it difficult to convey information properly, and the information gets distorted leading to miscommunication. 4.Cultural barriers: Cultural barriers are those that arise due to lack of similarities among the different cultures across the world. A term that can be harmless in one culture can be regarded as slang in another culture. Moreover, various beliefs can differ from one culture to another. A Cultural barrier in communication occurs mainly when communication happens between two different cultural backgrounds. Different sources of cultural barriers are- Cultural norms and values-People from different culture have different beliefs & values which impact their communication. Stereotypes-Cultural stereotypes occur when one assumes that all people within a culture act, think& behave in the same way. Stereotypes are intentional because images are created and fixed on people. Values & beliefs- Cultural values & beliefs are a series of principles and values passed on generation after generation by our ancestors. Based on values the entire cultural community decides their way of life. Those ideas decide how a person of that culture will behave and how they will lead their lives. Body language & gestures- Body language plays an important role in cross- cultural communication. It includes facial expressions, eye contact, gestures & postures. All work together to transmit or convey emotions, attitudes, intentions & feelings. However their interpretations differ from culture to culture. Language (semantic)-Sometimes language can be a barrier in cross- cultural communication due to use of different languages, mispronunciation, nonverbal cues and use of different dialect. 5.Physical barriers: A physical barrier to communication is any tangible obstruction that obstructs the transmission of clear, understandable messages in the workplace. A physical barrier can be natural or human-made and is easy to spot.  They can be managed through thoughtful planning & strategies. Physical barriers arise due to certain factors like Faulty equipment, noise Closed doors and cabins that cause the information sent from sender to receiver to become distorted, which results in improper communication. Technical difficulties Distance Time Surplus of information 6.Physiological barriers: Physiological barriers occur due to personal discomfort. When a sender or the receiver of the communication is not in a position to express or receive the message with clarity due to some physiological issues like dyslexia (reading disability) or nerve disorders that interfere with speech or hearing. Simply it can be stated that if any body part of an individual is not performing, the information will not reach the recipient. It can cause misinterpretations and unnecessary delays. These barriers can limit communication between two people. These barriers may occur due to some factors like- Hearing impairment Speech impairment Poor memory Getting distracted Body language issues (N.B. All the barriers are described in a view to help the student to pick any two of her/ his choice while answering) 18 What are the 7Cs of communication? L1 05 Ans: Communication refers to the process of exchanging information, ideas, thoughts, feelings, or messages between individuals or groups through various mediums such as speech, writing, gestures, body language, or electronic devices. It plays a crucial role in conveying meaning, building relationships, and facilitating understanding. And the seven Cs of communication is a list of strategies and principles that helps to develop good communication skills. It applies to all types of communication, whether verbal, written, visual or non-verbal. The seven Cs of communication are: 1. Conciseness 2. Clarity 3. Courtesy 4. Consideration 5. Completeness  6. Concreteness 7. Correctness 1—Conciseness- Conciseness means that message should be brief and to the point. A concise message saves time and ensures that audience stays engaged. Therefore while interacting with someone; it is advisable to use short sentences. The response to a message is more likely to be positive, when the message is brief & well-worded. So, the more concise the message is, the more memorable and effective it becomes. In a nutshell the following rules are adhered to be concise- Use action verbs Remove unnecessary or excessive words or phrases Highlight the key points of the message Avoid repetitive points or sentences. 2-Clarity- Clarity is essential in any communication, whether it is a simple email, a presentation, or a conversation with a team.It means that message should be easy to understand and free of ambiguity. It helps prevent misunderstandings and conveys the message accurately. To improve clarity,follow the following rules- Know what you want to say and how to say it Explain one idea at a time to avoid confusion Don’t include unnecessary information Avoid unprofessional language 3-Courtesy- Courtesy refers to communicating with politeness, genuineness and respect for the person on the other side of the conversation. The way you communicate can affect how people perceive you, and being courteous can help you build positive relationships. Even when you are delivering bad news, it is important to do so with respect and empathy. The following should be remembered in order to be polite- Maintain a friendly and neutral tone Don’t make any derogatory remarks about any one Consider and understand the feelings and viewpoints of the recipient of the message Avoid jumping to conclusions or assuming about your audience. 4- Consideration- It refers to the ability to think about and empathize with the needs, feelings, and perspectives of others during the communication process. It demonstrates respect and acknowledges the value of others' opinions and ideas. Consideration helps to prevent misunderstandings and conflicts. In communication process the following points are to be kept in mind for maintaining consideration. Show that you are interested in the audience. Don’t try to harm the emotions or self- respect of others Empathise with the emotions, problems and requirements of the audience The word used should suit the audience’s need 5- Completeness- Completeness refers to the degree to which a message includes all the necessary information and details required to convey the intended meaning accurately. It is important in communication because- It ensures that the receiver of the message fully understands the information being conveyed. By providing all the necessary details, there is less room for confusion or misunderstanding. Incomplete communication can lead to misinterpretation or assumptions, which can hinder productivity, collaboration, and decision-making processes. Completeness enhances transparency and trust in communication. 6- Concreteness-Concreteness means a person’s message is specific, to the point and definitive. It is the opposite of being vague or non-specific. Concrete communication is important in both personal and professional interactions to ensure the recipient of a message has a clear sense of the sender’s intent. To preserve concreteness remember the following points – Keep the message straight and meaningful by providing factual data Include concrete details in message The details must be specific to message Don’t be vague or ambiguous 7- Correctness-To be correct, communication must be devoid of all types of errors including spelling, grammar & factual ones. Audience can only understand intended message if the sender ensures correctness. That’s why message must be correct both grammatically and technically. Ideas and information must be error-free and based on facts and reality. It is important to verify facts, use credible sources, and double-check information before sharing it. This applies to both verbal and written communication. To ensure correctness in communication: Double-check any facts, figures, or details before communicating them. Review your communication for grammar, spelling, and punctuation errors.  Avoid slang, jargon, or technical terms that might not be familiar to everyone. Stay informed about changes, updates, or developments related to your topic 19 What is up-ward communication? State its L1 05 merits and demerits. Ans: The communication that facilitates lower level in the hierarchy to communicate to the top level is called as upward communication. Skillful management prefers the best exploitation of this type. Employees/subordinates/workers find their best opportunity to share in the decision making process through furnishing reports on projects and problems, submitting detail plans with suggestions on production and marketing strategies and keeping managers aware of the day-to-day affair in the organization. Periodical proposals, appraisals and reports are some forms of upward flow of communication. Merits of Upward Communication: 1. Upward communication fosters a sense of belonging among the employees in an organization by participatory decentralization of work structure. 2. Team work, corporate functioning and speedier redress of grievances are some of the positive attributes of upward communication. 3. An open door policy, which is the functional child of upward communication, encourages rewarding and worthy workers to come up with their best of performances. Demerits of Upward Communication: 1. Upward communication may slacken the chain of control in subordinate level. 2. The danger of bypassing the departmental heads by the workers cannot be denied. 3. Management may lack initiative if the upstream flow of communication is fairly active in an organization. 20 What is down ward communication? Discuss L1 05 this in detail. Ans: The downward flow of communication facilitates flow of information from top level of hierarchy to the bottom level that consists of executives/employees/workers. Boss talking to the subordinate over phone or the Director writing a formal letter to the executive of production cell are but a few instances of the type. Downstream  communication has its own merits and demerits. Advantages of Downward Communication: 1. It offers centralized control overflow of communication in an organization. 2. It paves a platform for formal sharing of work, and easy decision making process within the hierarchy. 3. Its direct approach better streamlines unwilling workers in the organization. Disadvantages of Downward Communication: 1. The apprehension cannot be denied that downward communication would result in over centralization and authoritarianism. 2. Its lack of transparency factor may lead to dissatisfaction and non-cooperation among workers. 3. Downward flow of message is prone to create filtering and in the process middle agents may play mischief with important information which would be a barrier to the goodwill of the organization. 21 What is grapevine communication? Write any L1 05 five characteristics of grapevine communication? Ans: The informal and unofficial exchange of information within an organization is called as "grapevine communication." It is a casual means of communication. This kind of communication links the whole organization quickly and allows the employees to build stronger bonds. It occurs when there is no defined path or route for sharing information from one person to another. Characteristics of grapevine communication- 1-Informal structure-Grapevine communication is informal in nature. It is flexible and no defined path is followed in this communication. 2-Speed- Information passes very quickly in comparison to formal channel. 3-Unofficial source- In grapevine communication the sources are unofficial. The sources are not authorized. They result from gossip, office politics, and rumours. 4-Information distortion- Information is sometimes distorted since it is transmitted through different channels or people without any supporting evidence or documentation. Data obtained from grapevine is unreliable and unauthentic. 5-Follows oral method-Grapevine communication follows oral means instead of written methods. That’s why it is a simple communication approach. 22 What are the differences between general L1 05 communication & technical communication? Ans: General communication Technical communication 1-General content 1-Technical content 2-General vocabulary 2- Specialised vocabulary 3-Usually no formal elements 3-Formal elements 4- Both, formal & informal in 4- Always formal in style style 5- Always factual 5-Both, factual & non-factual 6-Objective 6-Both objective & subjective 7- Logically organised & 7-Not always structured structured 8-Usually no specific exposition 8- Complex & important techniques exposition techniques 9- Not always for a specific 9- Specific audience audience 10-Usually, involves 10- May or may not involve graphics graphics 23 What do you mean by noise? L2 05 Ans: Noise is the unwanted or unpleasant external sound which disturbs the transmission of the message to the receiver. Here it is a physical Factor. Few more examples – 1- As a psychological factor, noise may be sadness, hostility, ego, anger, jealousies, which disturbs an individual during transmission of message or information. 2- Noise may be a disturbance in electrical devices or electronics signal which disturbs in the transfer of messages to receiver. 3- Noise may be a disturbance in mechanical device or a crackling microphone due to which messages cannot be clearly transferred from sender to receiver. 24 What is the meaning of Technical L2 05 Communication? Ans: Technical communication is a means of conveying scientific, engineering, and technical information to the audience who want to use that information to learn, understand or perform some  task. Technical communication is a broad field and includes any form of communication that exhibits one or more of the following characteristics: (a) Communicating about technical or specialized topics, such as computer applications, mechanical tools, medical procedures, environmental regulations or legal matters etc. (b) Communicating by using technology, such as web pages, help files, or social media sites. (c) Providing instructions about how to do something by suggesting technical ideas or using any technology with proper communication. 25 What are the qualities required to write on L1 05 technical topics / papers? Ans: Technical Communication is also called Technical Writing. It is about expressing a subject or technology to a specific audience in an easy language and user-friendly format. So, the important element of effective technical writing is to know the audience and meet their need and expectations. These breed of writers use a set of methods to research, document, and present technical processes or products. To write a technical paper/subject, one should be able to think, learn, interpret, analyze, write, and rewrite to reorganize concepts and information. One should have the ability to analyze the following aspects effectively: 1. Demands of the documentation project. 2. Information required for the documents. 3. Users (the audience) and their requirements. 4. Tools to be used for the documentation project. 5. Time taken to complete the job/project on time. 6. Effective ways to communicate the information to the users.