Professional Communication Syllabus PDF

UKA TARSADIA UNIVERSITY Department of English PROFESSIONAL COMMUNICATION MODULE 1 Department of English  INDEX Sr.No. Content...

UKA TARSADIA UNIVERSITY Department of English PROFESSIONAL COMMUNICATION MODULE 1 Department of English  INDEX Sr.No. Content 1. Syllabus 2. Teaching schedule 3. Notes (unit wise) 4. Sample questions 2 Department of English  PROFESSIONAL COMMUNICATION SYLLABUS FOR SEMESTER-I/II Credits: 2: Theory Contact Hours Per week: 2: Theory Objective of the Course: To develop professional communication skills for getting success in professional and interpersonal domain Student Learning Outcomes/Objectives: To have practical exposure to the basic Language techniques in Professional environment and develop skills of listening reading writing and speaking Instructional Methods and Pedagogy: Faculty members shall explain in a class room using black board and multimedia projector through PowerPoint presentation. Lectures /discussion method shall be fruitful. It should be supplemented with various appropriate audio-visual aids in Lab for skills practicing. Outline of the Course:- Minimum No. of Approx. Weight age No. Unit Contact Hours % 1 COMMUNICATION SKILLS 06 25 2 LISTENING SKILLS 04 10 3 READING SKILLS 05 15 4 SPEAKING SKILLS -EFFECTIVE PRESENTATION 05 15 5 GRAMMAR 03 10 WRITING SKILLS - PARAGRAPH DEVELOPMENT 6 07 25 REPORT & LETTER WRITING, JOB APPLICATION. Total 30 100 3 Department of English Sem I/II Hrs/ week PROFESSIONAL COMMUNICATION 2 (Theory) 2 Credits Sr. No. Topic Hours Unit- I 6 1 COMMUNICATION SKILLS  Process of communication.  Types of communication.  Levels of communication.  Technical and General communication.  Verbal and non-Verbal communication, Components of Non- Verbal communication (Kinesics).  Barriers to effective communication (Noise in oral and written communication) communication across cultures. Unit- II 4 2. LISTENING SKILLS.  Types of Listening.  Active Listening V/s Passive Listening.  Traits of a good listener.  Barriers in effective listening.  Tips for effective listening. Unit- III 5 3. READING SKILLS  Purpose of reading.  Techniques of Reading - Skimming and Scanning.  Reason of poor comprehension  Tips for improving comprehension skills. Unit- IV 5 4 Department of English  4. SPEAKING SKILLS -EFFECTIVE PRESENTATION  Defining purpose.  Analysis of audience and locating, organizing contents.  Preparing an outline of the presentation.  Visual aids, nuances of delivery.  Body language and effective presentation.  Importance of nonverbal aspects in presentation Unit- V 3 5. GRAMMAR  Tense and the Concept of Time.  Active and Passive Voice.  Articles and Omission of Articles.  Prepositions and Idioms.  Confusable – Homophones, Homonyms and Eponyms. Unit- VI 7 6. WRITING SKILLS PARAGRAPH DEVELOPMENTS, REPORT AND LETTER WRITING, JOB APPLICATION:  Introduction of Paragraph Development, Topic sentence and supporting sentences. Attributes of a good paragraph. Types of paragraphs.  Introduction, types of reports, structure of reports, objectives and characteristics of reports.  Business Letters, Structure and types of a business letter, Letter of Inquiry, Letters of complaint, regret and adjustment.  The ‘resume’. Types of ‘resumes’ (Curriculum Vitae) Chronological ‘resume’, functional ‘resume’. 5 Department of English  Text Book Meenakshi Raman& Sangeeta Sharma-Technical Communication – Principles and Practice-(Oxford University Press) Reference Books 1. Sunita Mishra, C, Murali Krishna- Communication Skills for Engineers- Pearson ducation) 2. K.R. Lakshminarayanan- English for Technical Communication (Scitech Publications Chennai.) 3. Dr. P.C. Shejwalkar- Basics of Management and Communication Skills (Everest Publishing House) 4. Harold Wallace and Ann Masters,- Personality Development- Cengage Publishers. 5. Andrea J. Rutherford- Basic Communication Skills for Technology-(Pearson Education) 6. A Textbook of English for Engineers and Technologists- Prepared by Humanities & Social Sciences Division-Anna University, Chennai. (Orient Longman) 7. M Ashraf Rizvi – Effective Technical Communication –(The McGraw-hill Companies 6 Department of English  TEACHING SCHEDULE Unit Sub No. Topic Teaching Evaluation Reference Unit Of Chapter/ methodology Parameter lectur Additiona to be used e l Reading Unit-5 Grammar 5.1 1 Tenses TC#25 Page Chalk & Talk Quiz No.-633 to 639 5.2 1 Active –Passive Voice, TC#25 Page Confusable, Homonyms and No. -639,615 homophones 5.3 1 Articles, Preposition and Idioms TC#25 Page No. – 654 to 656 Unit-1 Communication Skills 1.1 1 Process of communication TC#3 Page Chalk & Unit test No.-46 t047 Talk, 1.2 1 Types of communication TC#1 page No.-16 to 24 PPT, 1.3 1 Levels of communication TC# 3 Page No.-48 to 51 Video 1.4 1 Concept of General and Technical TC#1 Page communication No.-26-27 Role play Difference between General and Technical communication 1.5 1 Verbal and non-verbal TC#1 Page communication No.- 18 to 24 Components of non- verbal communication 1.6 1 Barriers to effective TC#2 Page communication No.- 29 to 41 Unit -2 Listening Skills 2.1 1 Difference between Listening and TC#4 Page Chalk & talk Assignment Hearing & Types of Listening No.- 74 to PPT 76,85 Audio 2.2 1 Active V/S Passive Listening & TC#4 Page Traits of a good Listener No.- 79 to 82 2.3 1 Barriers to Listening TC#4 Page No.- 87 to 89 7 2.4 1 Tips for improving listening skills TC#4 Page Department of English No.- 92 Unit-3 Reading Skills 3.1 1 Purpose of reading & topic TC#11 Page Chalk & Quiz sentence and its role No.- Talk, 259to260 3.2 1 Techniques of reading- Skimming TC#11 Page PPT, and scanning No.- 29 to 41 Book review 3.3 1 Reason poor comprehension & TC#11Page Article review Tips for improving No.- 29 to 41 comprehensive skills 3.4 1 Practice of Reading Unit- 4 Speaking skills –Effective Presentation 4.1 1 How to plan presentation? TC#8 Page Chalk & Unit Test Defining Purpose No.-152 to Talk, 153 Assignment 4.2 1 Analyzing audience and locating TC#8 Page PPT, No.-154 4.3 1 Preparing out line for the TC#8 Page Video Practical presentation No.-157 to Presentation 167 4.4 1 Nuance of delivery & Guideline TC#8 Page for effective presentation No.-164 to 167 4.5-4.6 1 Body language and effective presentation, importance of non- verbal aspects in presentation Unit-6 Writing Skills 6.1 2 Paragraph Development , TC#15Page Chalk & Internal Importance of topic sentence, No.-353 to Talk, attributes and types of paragraph 369 Assignment 6.2 2 Introduction of Report writing TC#18 page PPT, Types ,characteristics, structure No.-466 to and objective of report 501 Descriptive 6.3 2 Business letters- types, structure TC#17 Page writing and layout. Inquiry, complaint No.- 389 to Field work and adjustment letter 415 6.4 1 Resume writing , types and TC#17 Page Hands on structure of resume No.-431 to 439 8 Department of English  UNIT – I COMMUNICATION SKILL What is communication? According to W.H. Newman and C.F. Summer Jr. ―Communication is an exchange of facts, ideas, opinions or emotions by two or more persons‖ According to William Scott, ―Administrative communication is a process which involves the transmission and accurate replication of ideas ensured by feedback for the purpose of eliciting actions which will accomplish organizational goals‖ This definition emphasizes four points: 1. Communication of ideas 2. Receiver should get exactly the same ideas as were transmitted 3. Communication is a two-way process including transmission of feedback 4. Purpose of communication is to elicit actions. Process of communication Effective communication process consists of a message being sent and received. The message may be verbal or non-verbal. Feedback is to ensure that the message sent was received exactly as intended.  Ideation – Sender‘s formulation of content  Encoding – idea into language of message  Transmission – channel/media  Decoding – receiver‘s understanding  Feedback – response of the receiver 1. Sending the message: Involves four elements viz. Sender formulates the message he intends to communicate Consider possible barriers that may affect the message like senders experience, terms used, feelings toward the 9 Department of English  subject or the listener (External barriers like noise must also be considered) Encode the message i.e. put the message into words Send the message (communicate) clearly 2. Receiving the message: also involves four elements Receiver will first hear or see the message received Message is affected by external barriers & receivers own internal barriers like experience level of the receiver, understanding of terms used & attitude towards the material Receiver decodes the message through the use of mental images. E.g. the word circus said by the sender would allow the receiver to raise different mental images like clown, big top, lions, acrobats etc. Receiver interprets the message 3. Feedback To determine whether receiver understood the message sent, feedback is essential Provides information about success in communication May take several forms viz. encourage receiver to ask questions, receivers non-verbal behavior like facial expressions and body movements also provides important clues or sender can ask question to receiver whether they understand the message. Levels of communication 1. Extra personal: Between human beings and non- human beings 2. Intra personal: Takes place within individual LEVELS 3. Interpersonal: Sharing information among people OF COMMUNICATION 4. Organization: Takes place at different hierarchical levels 5. Mass: Takes place through large media – newspapers, TV, books, journals 1. Extra pe rsonal Communication takes place between human being and non- human entities. A parrot responding to your greeting. 2. Intrape rsonal Communication is communication that occurs in your own mind. It is ―self-talk‖ which is the inner speech or mental conversations that we carry on with ourselves. It is the basis of your feelings, biases, prejudices, and beliefs. Examples are when you make any kind of decision – what to eat or wear. When you think about something – what you want to do on the weekend or when you think about another person. You can also communicate with yourself when you dream at night. 10 Department of English  3. Inte rpersonal communication is the communication between two people but can involve more in informal conversations. Through this kind of communication we maintain relationships. Examples are when you are talking to your friends. A teacher and student discussing an assignment. A patient and a doctor discussing a treatment. A manager and a potential employee during an interview. Any one on one or informal communication. 4. Organizational Communication which take place in the organization. It is further divide in to three parts. a. Internal-operational b. External-operational c. Personal 5. Mass communication is the electronic or print transmission of messages to the general public. Outlets called mass media include things like radio, television, film, and printed materials designed to reach large audiences. Examples are a television commercial, a magazine article, Hearing a song on the radio, Books, Newspapers, Billboards. The key is that you are reaching a large amount of people without it being face to face. Feedback is generally delayed with mass communication. Flows of communication Downward Communication Flows from a superior to subordinate Upward Communication Moves from subordinate to superiors Horizontal communication Flows between people at the same level Diagonal communication/Grapevine is an informal channel of communication flows diagonally 11 Department of English Barrie rs to communication Noise Any interference in the message sent and received leads to the production of ―noise‖. Noise here does not mean cacophony (harsh sounds) but it refers to a break in the communication process. It is like a barrier in the communication. This barrier acts like a sieve that filters only part of the message thus causing undesired response. Classification of barrie r  1. INTRAPERSONAL Stems from a person‘s attitude, behavior, knowledge, education and personality  2.INTERPERSONAL Stems from inappropriate transaction of words between two or more people.  3. ORGANIZATIONAL Refers to barriers in organizational communication 12 Department of English 1. Intrape rsonal All individuals are unique as we have different personalities, attitudes, values, knowledge etc. We react differently to different situations as our thinking varies. 1. Wrong assumptions 2. Varied perceptions 3. Differing background 4. Wrong inferences 5. Impervious categories 6. Categorical thinking 1. Wrong assumptions Wrong assumptions occur when sender and receiver does not have adequate knowledge about each other‘s background. Sometimes speaker does not realize the background, education etc of the receiver. To be a good communicator try to put yourself in the shoes of the receiver..Example – Doctor and Patient 2. Varied perceptions Individuals perceive situations in different ways. Best way is to step back and take a wider perspective of the whole situation. Example: Elephant and six blind men 3. Differing background Our background plays a very important role in how we interpret the message. To be a good communicator, the speaker should know about the background of the audience. Example: - A computer company representative explaining about hardware details about the hospital management system he plans to install to groups of doctors 4. Blocked categories People with a closed mind attitude are called misoneists. They are against any kind of change or innovation. They do not agree to any kind of deviation from their thinking and ideas. These people might feel difficulty in communicating freely. People with open mind would react positively to information. Example: - People are being against computerization in their job. 13 Department of English  5. Wrong inferences Wrong Inference is when we assume something without knowing the whole truth. They are more dramatic than facts and can cause gossip and rumors. Inference should always be supported by facts. When presenting inferences you should always some evidences or facts behind it. 6. Categorical thinking People who feel they know it all called pansophists. These people think they know everything about a subject and refuse to accept any further information. Example:- You do not to listen in your orientation program as you think you know it all!!! Inte rpersonal barriers These barriers occur due to inappropriate transaction of words between two or more people. 1. Limited Vocabulary 2. Incongruity ( mismatch) of Verbal or Non- verbal message 3. Emotional outburst 4. Communication selectivity 5. Cultural variations 6. Poor listening skills 1. Limited Vocabulary If in your speech or writing, you are at a loss of words; your communication will be very ineffective. On the other hand, if you have a good vocabulary and know how to use it properly, you would be a good communicator 2. Incongruity of verbal and non-verbal messages The difference between verbal and non- verbal message can confuse the listener. Non- verbal communication enhances verbal communication. An action speaks louder than words. One very important aspect o non-verbal communication is physical appearance Guidelines to improve appearance  Dress according to the occasion  Wear neat and clean clothes  Choose an appropriate hairstyle  Wear clean and polished shoes 14 Department of English  3. Emotional outburst Excessive emotional involvement is harmful to communication. Example:- extreme anger can create an emotionally charged environment a rational discussion is not possible. Messages can be misinterpreted, ignored or overreacted to by people displaying such behavior. Guidelines for avoiding e motional outburst  It is important to maintain ones‘ composure in all kinds of communication  Viewing issues from different perspectives helps to develop rational thinking  If confronted such negative thinking, it is important that you do not retaliate (react).  Usually in emotional outburst situation, volume increases so it is good to keep the volume in check. 4. Communication selectivity If you are a receiver in any communication and you listen /pay attention to only a part of the messages, you are imposing a barrier known as Communication Selectivity. Here receiver is at fault and not the sender. This can also be part of written communication. 5. Cultural variation Business practices, social customs and etiquettes of a particular country should be taken into consideration when communicating with people across the globe. This has become very important as nowadays businesses are happening across national boundaries. 6. Poor listening skills We should just not HEAR but LISTEN when we are the receiver in a communication process. Listening requires careful attention and accurate decoding of the message. 7. Noise in the channel Noise is any unwanted signal which acts as a hindrance in the flow of communication. Example- Disturbance in telephone lines, dim typescripts, illegible handwriting, noisy place etc. Organizational barriers Every organization has its communication techniques and communication climate. Irrespective of its size, all organizations have communication policies. These policies are referred as PROTOCOL. The complexity and structure of this protocol can cause communication barriers. 15 Department of English  Main organizational barriers are 1. Too many Transfer points 2. Fear of Superiors 3. Negative Tendencies 4. Information Overload 5. Use of inappropriate media 1. Too many transfer stations/points Transfer stations are points at which communication is passed. More the transfer stations, more is the likelihood of message being distorted or lost. For effective communication, we should have less transfer points. In organizations, having rigid hierarchy, transfer points are more. To have less transfer points, there should be direct contact between sender and receiver. 2. Fear of supe riors In rigidly structured organization, subordinates would be fearful of the superiors and would not talk frankly. On the other hand, in an open environment people will speak freely and will have active participation during meetings with their seniors. 3. Negative tendencies Negative tendencies can arise due to improper management of groups in an organization. Groups can be formal or informal. There can be conflict of ideas between group members and non-group members. Example: - Extra-curricular activities group in class being opposed by others. But good managers can use these groups for the effective working of the organization. 4. Use of inappropriate media A wrong medium or an inappropriate medium chosen for communicating a message will act as a barrier to communication. On a shop floor you cannot use a long written memo of instructions whereas your information on a new product in the market could be only through an effective and attractive advertisement. Complementing one medium of communication with another appropriately can help overcome communication barrier caused by the medium chosen. An oral reminder in person or over the telephone followed up with a written letter can easily produce the desired response or expected reaction. 16 Department of English  5. Information overload Availability of huge amounts of data the receiver is unable to handle. It results in a. Fatigue b. Disinterest/Boredom c. Vital information can get lost d. Quality of information goes down e. Information overload 6. What can be done to avoid information overload? a. Screening of information b. Major points to be highlighted c. Information should be directed only to those who are affected by it. Example: - Calendar of events for students should not include teacher‘s department meeting schedule!! Tips of effective Communication Create an open communication environment Always keep the receiver in mind Avoid having too many transfer stations Be aware of diversity in culture, language etc Use of appropriate non verbal cues. Select the most suitable medium Analyze the feedback Do not communicate when you are emotionally disturbed. Types of communication General Communication Contains a general message Informal in style and approach No set pattern of communication Mostly oral Not always for a specific audience Does not involve the use of technical vocabulary or graphics etc 17 Department of English Technical Communication Contains a technical message Mostly formal Follows a set pattern Both oral and written Always for a specific audience Frequently involves jargon, graphics etc Oral communication is the process of verbally transmitting information and ideas from one individual or group to another. Oral communication can be either formal or informal. Examples of informal oral communication include:  Face-to-face conversations  Telephone conversations  Discussions that take place at business meetings Formal types of oral communication include:  Presentations at business meetings  Classroom lectures  Commencement speeches given at a graduation ceremony Written communication Written communication involves any type of message that makes use of the written word. Written communication is the most important and the most effective of any mode of business communication. Some of the various forms of written communications that are used internally for business operations include:  Memos  Reports  Bulletins Non-verbal communication Non-verbal signals transmit the implied meaning. According to Ray Birdwhistell, in face-to-face communication, spoken words account to only 35% of the total meaning, while 65% is obtained through non-verbal clues.  Kinesics- Body Signals  Artifacts- Object Signals  Hap tics- Touch Signals  Proxemics- Space Signals 18 Department of English   Chronemics- Time Signals  Personal Appearance  Vocalic :- voice, tone, pitch KINESICS Kinesics is the study of body language. E.g. when a person says ―glad to meet you‖, his face glows with warmth and his voice vibrates with joy. Body language is suitable for expressing feelings and emotions like joy, anger, fear, nervousness, anxiety, tension, frustration etc. Expression of these feelings is mostly unconscious. Body language includes: FACIAL EXPRESSIONS Face is the index of the mind. Face would give clues about a person‘s mental state. Facial expressions convey acceptance, rejection, satisfaction, dissatisfaction, friendship, hostility, interest, indifference, confidence, nervousness, determination, optimism, ease, discomfort, pain, pleasure, joy, surprise, shock, boredom etc. e.g. smile expresses satisfaction and approval; Wrinkles on face suggests worry; raised eye brows, wide open eyes and gaping mouth show surprise or shock. GESTURES A gesture is a movement of head, hands or legs to express an idea, feeling or emotion. Gestures may either accompany spoken words or stand alone. E.g. Head- nod suggests ‗yes‘; shaking of the head sideways suggests ‗no‘; thumbs up suggests ‗approval‘; hands crammed into trouser pockets suggests superior status; both hands folded on chest or toes tapping the floor indicate speakers attitude. BODY MOVEMENT Body movement refers to positioning or movement of the body when one is engaged in inters- personal communication. When people are interested and involved, they tend to lean towards the speaker and when they are not interested, they hold themselves back. POSTURE Posture means the way in which someone usually stands or sits or holds his shoulders, neck and back. Posture can suggest whether one is: Relaxed or tensed Enthused or feeling low. Confident or dejected One‘s degree of involvement can also be indicated by one‘s posture. According to Myers and Myers, posture suggests our perception of a person‘s status. E.g. one tends to relax around people of equal or lower status and tense up around people of higher status. EYE CONTACT Eye contact is a subtle part o body language. It regulates interaction. When the topic of discussion is pleasant, we maintain eye contact with the speaker. On contrary, in unpleasant situations we lower our eyes or look sideways. Eye contact indicates our willingness to interact, while its absence suggests the desire to withdraw. Starring or glaring look suggests defiance or threat. 19 Department of English PROXEMICS CHRONEMICS Chronemics is the technical term for understanding how time is managed based on personality, education and culture. There are four main factors for chronemics Governance: how you use time Culture: how culture affects governance Tools: transmitters and receivers TOUCH (HAPTICS) Touching is also one of the traditional methods of communication. How a person touches, sends message about their relationship and the situation in which they are placed. It can reveal whether someone is caring, friendly or intruding into others personal space. Gentle pat on back or a warm hand shake or simply holding hands can express more than a lengthy speech. VOICE (PARALANGAUAGE) Paralanguage refers to a wide range of vocal characteristics viz. TONE: Can be gentle, persuasive, appreciative or angry. PITCH: variations are necessary to keep the listener attentive. Important parts of the message should be delivered at a higher pitch SPEED OF DELIVERY: Speaking fast is different from speaking fluently. Incomprehension is the result of speaking fast. Proper use of stress and pause is essential PAUSES: at the right place is important for effective communication. Pause before and after an important message is vital. The first pause creates a suspense and anticipation, the second pause gives time for understanding SPEECH BREAKERS: Words like ‗oh‘, ‗you know‘ should be avoided to facilitate smooth flow of message STRESS: Important words in the message should be stressed. E.g. I have checked the bills. 20 Department of English PERSONAL APPEARANCE (ARTEFACTUAL COMMUNICATION) Artefactual communication includes: PHYSICAL SETTING OF THE OFFICE: The glance around the room would give you a great idea about the person to whom the room belongs to. The size of room, height of chair, size of the table, number and quality of telephone sets reveals his status. The quality of furnishing reveals a person‘s aesthetic sensibility. DRESS AND ACCESSORIES: Dress, shoes and accessories speak volumes about one‘s financial status and taste. Dress should not be too old- fashioned or trendy or too tight nor too loose-fitting. Accessories should be in harmony with dress and personality. CHARACTERISTICS OF NON-VERBAL COMMUNICATION Verbal and non- verbal communications co-exist. They have to be correlated to get complete message Body posture and gestures along with dress and language accurately reveal him status and educational level of communicators Psychologists believe non- verbal communication to be more reliable than verbal communication 4. Non-verbal communication carries cultural bias Non-verbal clues should be interpreted in relation to their context When non- verbal cues are deliberately affected, they conceal the speaker‘s real intentions INTERCULTURAL COMMUNICATION (Cross Cultural) Andrea Jung, Chairman and CEO, Avon Products Inc. (Company for women) does business in more than 100 countries with 5 million sales representatives and 300 million customers from diverse cultures. The principle of the company is ―think global, act local‖ Communicating across cultures effectively improves productivity, efficiency and promotes harmonious work environment. Cross – cultural communication involves understanding cultural differences and overcoming language problems BELIEFS AND CUSTOMS Body positions and movements In USA, people sit when they wish to remain in one place for some time, but in much of the world people squat. Asians prefer short steps and Americans like longer strides. Asians have the habit of bowing as a sign of respect but Americans view this as a sign if subservience or weakness. Americans stand up when someone enters the room; whereas people from our country may not do it. In our country the two-fingered sign indicates ―victory‖, where as in Australia, the sign has a most vulgar meaning. The ―O.K‖ sign is terribly rude and insulting in Russia, Germany and Brazil. In Japan, similar sign represents money In North America, do not look over the heads of audience in formal speeches. In Indonesia, looking directly at people in higher positions is considered to be disrespectful. Smile in our culture is viewed positive. In Africa, smile is a sign of weakness during bargaining In USA, left hand is as good as right hand. In our part of the world, receiving a gift on left hand is treated as disrespect. Handshaking Culture Handshakes American Firm French, British Light and soft Asians Gentle or firm Arabs Gentle, kisses on both cheeks 21 Department of English  WORLD VIEW AND ATTITUDE Differing attitudes toward various factors of human relationships cause communication problems Americans and Indians strive to meet deadlines and wish to be punctual. Whereas, people from Middle East, view time in a more relaxed way. Arabs stand close to each other; Americans prefer two feet distance between themselves and those with whom they speak. Americans neutralize body odors or cover them up. Asians view body orders as not something to be hidden but as something that friends should experience. Germans, Israelis and Americans are very frank. Asians appear roundabout and do not like to offend. Chinese end telephone calls abruptly after their purpose is accomplished. Americans are very friendly and prepare the listener for end of the call. Americans are quick to use first names, English and Germans expect such intimate address only after long standing acquaintances. Americans prefer autocratic decisions, where as Japanese believe on consensus and democratic decisions. America is renowned for gender equality. Some of the Asian countries are known for Male Chauvinism. Americans believe, for success to follow: hard work should be ahead of pleasure. In some cultures, major concern is for spiritual and human well being and the view of work is relaxed and productivity is secondary concern. American workers change companies in their career a number of times. Whereas, Japanese believes in life-time employment. Asian culture is vehemently against display of affection in public. On contrary, Westerners, accept public expression of love and affection. 22 Department of English  UNIT 2 LISTENING SKILL Listening is an important aid to communication. A survey conducted in USA, revealed that 63% of time was spent on listening, 4% on reading, 11% on writing and 22% on speaking during communication between employees. If people are bad listeners, they will also make bad communicators. Poor listening is a major cause of miscommunication. ―Listening is a process of receiving, interpreting, and reacting to a message received from the speaker‖  Sensing: How well we sense spoken words is determined by (i) our ability to sense sounds and (ii) our attentiveness.  Filtering: Is the process of giving symbols, meanings through the unique contents of each person‘s mind.  Remembering: What we hear is a part of listening. Unfortunately, we retain little of what we hear. IMPROVING LISTENING ABILITY To improve your listening, you must want to improve it. Be alert. Force yourself to pay attention Concentrate on improving your mental filtering Think from the speaker‘s view point Consciously try to remember Commandments of listening: Stop talking, put the speaker at ease, show the speaker you want to listen, remove distractions, empathize with the speaker, be patient, hold your temper, go easy on argument and criticism, ask questions, stop talking Concentrate on speakers words, not his looks Keep recalling the points Relate the speaker‘s words to your experience Have a positive attitude Listen for between-the- line messages Take notes 23 Department of English Types of Listening:  Appreciative listening  Empathetic listening  Comprehensive listening  Critical listening Appreciative Listening:  Related to a person‘s interest  Provide pleasure  Its response to a person and not to a message  You listen because you like their style  Content is not much important  E.g.: when you listen to the speech of your favorite star, politician, actor etc.  It is important for someone but different for another person –varies from person to person Empathetic Listening:  When a listener is attached to the speaker by some kind of bond  You listen carefully due to the bond you share  Eg: your best friend is sharing their secret with you and you pay attention to their story  A counselor or a psychiatrist listens to the patient Comprehensive Listening:  Need in the classroom  Students listen and understand as well  Person giving a direction to a traveler – requires comprehensive listening  Related with situation and primary concern is to understand or comprehend the message  Variables to comprehensive listening –  vocabulary  Concentration  memory Critical Listening:  Depends on the listener To accept or reject the message and evaluate  Essential in democracy – accept or reject  Listening to a sales person before making a purchase  Politicians making their election campaign speech Active versus Passive Listening  Active is paying attention Passive is hearing without understanding  Show keenness, react, show non- verbal feedback Does not  Expressions- react to what they are saying Does not  Alertness, focus Does not  Ask Questions Does not  Not neglecting physical aspects Does not  Valid reason for criticism Does not 24 Department of English DO’s Be mentally prepared to listen Evaluate the speech not the speaker Be unbiased to the speaker by depersonalizing your feelings Fight distractions by closing off sound sources Be open minded Ask questions to clarify and not to overshadow intelligence Paraphrase from time to time Send appropriate non-verbal signals time to time Don’ts Not to pay undue emphasis on vocabulary as you can use the context to understand the meaning Not to pay too much attention to the accessories and clothing of the speaker Not to prepare your responses while the speaker is speaking Avoid preconceptions and prejudices Not to get distracted by outside influences Not to interrupt too often Not to show boredom Barrie rs to listening There are many things that get in the way of listening and you should be aware of these barriers, many of which are bad habits, in order to become a more effective listener. Barriers and bad habits to effective listening can include:  Trying to listen to more than one conversation at a time , this includes having the television or radio on while attempting to listen to somebody talk; being on the phone to one person and talking to another person in the same room and also being distracted by some dominant noise in the immediate environment.  You find the communicator attractive/unattractive and you pay more attention to how you feel about the communicator and their physical appearance than to what they are saying. Perhaps you simply don't like the speaker - you may mentally argue with the speaker and be fast to criticize, either verbally or in your head.  You are not interested in the topic/issue being discussed and become bored.  Not focusing and being easily distracted, fiddling with your hair, fingers, a pen etc. or gazing out of the window or focusing on objects other than the speaker.  Feeling unwell or tired, hungry, thirsty or needing to use the toilet.  Identifying rather than empathizing - understanding what you are hearing but not putting yourself in the shoes of the speaker. As most of us have a lot of internal self- dialogue we spend a lot of time listening to our own thoughts and feelings - it can be difficult to switch the focus from 'I' or 'me' to 'them' or 'you'. Effective listening involves opening your mind to the views of others and attempting to feel empathetic.  Sympathising rather than e mpathising - sympathy is not the same as empathy, you sympathise when you feel sorry for the experiences of another and to empathise is to put yourself in the position of the other person. 25 Department of English   You are pre judiced or biased by race, gender, age, religion, accent, and/or past experiences.  You have preconceived ideas or bias - effective listening includes being open- minded to the ideas and opinions of others, this does not mean you have to agree but should listen and attempt to understand.  You make judgme nts, thinking, for example that a person is not very bright or is under- qualified so there is no point listening to what they have to say.  Previous experiences – we are all influenced by previous experiences in life. We respond to people based on personal appearances, how initial introductions or welcomes were received and/or previous interpersonal encounters. If we stereotype a person we become less objective and therefore less likely to listen effectively.  Preoccupation - when we have a lot on our minds we can fail to listen to what is being said as we're too busy concentrating on what we're thinking about. This is particularly true when we feel stressed or worried about issues.  Having a Closed Mind - we all have ideals and values that we believe to be correct and it can be difficult to listen to the views of others that contradict our own opinions. The key to effective listening and interpersonal skills more generally is the ability to have a truly open mind - to understand why others think about things differently to you and use this information to gain a better understanding of the speaker. 26 Department of English  UNIT 3 READING SKILL Purpose of reading Reading is one of the most important academic tasks faced by students, it is equally important in the commercial world. The purpose of reading is to make sense out of what you read, to understand the topic or enrich your knowledge about a topic, to derive pleasure. To understand what is happening around you. During reading you need to concentrate and be alert so that you will be able to grasp the message at first reading. Reasons for poor comprehension skill  Inability to understand a word, Inability to understand a sentence  Inability to understand how sentences relate  Lack of interest  Noise  Prejudice  Improper content Tips for improving comprehension skills Improved comprehension skills can positively impact many facets of student‗s academic performance. The following are some of the ways in which comprehension skills can be improved: Read a variety of materials. Do not limit yourself to textbooks. Read a fairly long portion of the material. It would be difficult to assess reading comprehension based on one or two paragraphs. Try to read an entire section or chapter instead. Circle unknown or unfamiliar words as you read. After reading, recall as much of the information as possible. Jot down points if you like. Then check the accuracy and completeness of your recollections. If the main ideas are presented in a particular order, see if you can recall the structure. Consider how interesting the subject matter is and how much you already know about the subject. Answer questions about the material after reading it. 27 Department of English  To enhance understanding of the content in a text. To improve understanding of how information is organized in a text. To improve attention and concentration while reading. To make reading a more active process. To increase personal involvement in the reading material. To promote critical thinking and evaluation of reading material. To enhance registration and recall of text information in one's memory. Types of reading Scanning Skills Locate information as soon as possible Know what you want to Find Do not Read Everything Know the Organization of the Material Concentrate while Scanning Skimming Skills Rapid reading technique Identifying the Central Idea Recognizing Main Ideas Identifying the Writing Patterns of the Passage/Text-definition-description-sequence of events-generalization- illustration Difference Difference between scanning and skimming Skimming is- Reading and finding important points central idea, overview, Recognize- illustration Scanning is - Look for particular information Finding what you are looking for-definition-description- fact- figures 28 Department of English  Intensive Reading Detailed reading- needs concentration Identify, evaluate, understand, respond Examples and ideas Distinction between Facts and Opinions Drawing Inferences Drawing Conclusions Extensive Reading For general reading Looking for core and supporting ideas No focus on vocabulary, syntax Enjoy rather than comprehend Supportive reading Other Types Silent and loud Critical reading 29 Department of English  UNIT 4 PRESENTATION SKILL Definition An oral presentation is a formal, structured and systematic presentation of a message to an audience and it involves conveying a lot of information in a limited time. Planning Presentation 1. Define purpose 2. Analyse the audience 3. Analyse the occasion Define Purpose Purpose 1. To inform 2. To persuade- to change behaviour, attitude 3. To demonstrate-help listeners know how to do something Analyze the occasion What is the venue? What is the duration of my presentation? Who is the other speaker? Am I familiar with the procedure of the event? Analyze Audience A_udiance- who are the members? How many? U_nderstanding- what is their knowledge? D_emogaphics- what is their age,gender, educational background? I_nterest- why will they be at this event? E_nvironment- where will I stand when I speak? N_eeds- what are the listener‘s needs? C_ustomized- how can I custom fit my massage to this audience 30 Department of English E_xpectations- what do the listeners expect to learn from me? Preparing presentation Develop central idea Choose a suitable title Develop the main ideas Gather supporting material Plan visual aids Develop Central idea It is simple audience centered idea. It is one sentence summary of the presentation. It uses specific language. Choose suitable title First identify topic It depend on occasion, the audience, the type and purpose of the presentation Develop main ideas Logical division of central idea Example- Unemployment in India a. Types b. Causes c. Solutions Gather supporting mate rial Internet Books Article Plan visual aids They serve as speech notes They give confidence 31 Department of English They help focus on the theme of the presentation They increase audience interest Organizing your presentation Introduction Body Conclusion  Modes of Presentation Extemporaneous  Extemporaneous presentation is by far most popular and effective method when carefully prepared.  In this method you must prepare the notes before and rehearse your presentation.  Your presentation will sound quite spontaneous to the audience thorough presentatio n.  Pre-Preparation is essential in this mode of delivery of presentation. Manuscript  In manuscript presentation, material is written out and you are supposed to read it out aloud.  It is there in front of you to read.  You should be wise enough not to attempt to read a speech until you have become a Proficient reader.  For effective use of this mode you should have gone through the materials several times beforehand till you familiar with the text. Impromptu  The impromptu mode as the word suggests is what you use when you have to deliver an informal speech without preparation. Memorization Memorize the content and deliver the material without any help Easiest way for speaker, no need to stress over covering points, needs e xcellent memory power 32 Department of English   Creating an impact on the audience Before beginning your presentation, look at the all the section of the audience. Always begins with a smile and greet them in pleasant tone. Give the impression that you are not lecturing but sharing your views with them. If you find them bored or not understanding your point, soften your tone , ask them if they have any difficulty and give one more clearer example. Choose examples that are familiar to the major section of the audience. Choose words as per your audience‘s background. Do not get annoyed if there is a slight disturbance among the audience. Concentrate on your ideas.  Visual aids Overhead transparencies PowerPoint presentations Blackboard or white board Flip charts Body language Following tips will help you to use body language effectively during your presentation:  Wear a formal dress and use simple accessories, take care of your personal hygiene.  Use facial expressions to exhibits your enthusiasm and interest, do not show your irritation or anger.  Make eye contact with all sections of the audience to observe their reactions and also to show your sincerity and interest.  Use well-timed gestures avoid monotonous gestures.  Stand tall and straight with shoulders upright, walk /move swiftly, avoid too many and monotonous movements.  Do not come very close to the audience; maintain a distance of at least 4-12 feet. 33 Department of English   While using blackboard, raise your voice and look at the audience in between.  Avoid fiddling with key ring or tie while presenting.  Avoid looking outside even if there is some external noise. Try to concentrate on your ideas and audience. Tips for giving effective presentation Be clear with your purpose. Know your audience. Keep enough time for preparation. Develop interest in the topic. Collect adequate material. Organize and make an outline with the main point and sub-points. Structure your presentation into three parts: beginning, middle, and end. Prepare the power point slides with care keeping in mind the one minute, one slide rule Keep minimum animation Prepare illustration. Familiarize yourself with the venue and the available equipment. Arrive early and check the arrangements. See to it that your introduction goes smooth. If necessary you sit and present in front of a small group. Exhibit your enthusiasm. Listen to questions carefully and answer them completely. 34 Department of English  UNIT 5 GRAMMAR Tense and the Concept of Time. Explanation Past Present Future Simple Past Simple Present Future Simple action that takes place once, He played football every He plays football every He will / is going to play never or several times Tuesday. Tuesday. football every Tuesday. actions that happen one after He played football and then He plays football and then He will play football and another he went home. he goes home. then he will go ho me. State He loved football. He loves football. He will love football. Past Progressive Present Progressive Future Progressive action going on at that mo ment He was playing football. He is playing football. He will be play ing football. actions taking place at the same He was playing football and He is playing football and He will be play ing football time she was watching. she is watching. and she will be watching. Past Perfect Present Perfect Future Perfect action taking place before a He will have won five He had won five matches He has won five matches so certain mo ment in t ime; matches by then. until that day. far. emphasises the result Present Perfect Future Perfect Progressive Past Perfect Progressive Progressive action taking place before a He will have been playing certain mo ment in t ime (and He had been playing He has been playing football for ten years. beyond), emphasises the football for ten years. football for ten years. duration 35 Department of English   Active and Passive Voice Active voice In most English sentences with an action verb, the subject performs the action denoted by the verb. e.g.Columbus discovered America. These examples show that the subject is doing the verb's action. Passive voice One can change the normal word order of many active sentences (those with a direct object) so that the subject is no longer active, but is, instead, being acted upon by the verb - or passive. e.g. America was discovered by Columbus. Tense Subject Verb Object Active: Rita writes a letter. Simple Present Passive: A letter is written by Rita. Active: Rita wrote a letter. Simple Past Passive: A letter was written by Rita. Active: Rita has written a letter. Present Pe rfect Passive: A letter has been written by Rita. Active: Rita will write a letter. Future I Passive: A letter will be written by Rita. Active: Rita can write a letter. Infinitives Passive: A letter can be written by Rita. 36 Department of English   Articles and Omission of Articles. An article is used to indicate the exactness of a noun. It is a word used to modify a noun, which is a person, place, object, or idea. Technically, an article is an adjective, which is any word that modifies a noun. English has two types of articles: definite and indefinite. The Definite Article: It limits the meaning of a noun to one particular thing. The is Definite article. Example: The teacher, means particular teacher. It is used to indicate the whole the whole class in general. Example: The cow is a useful animal. It is used to indicate a thing that is only one of its kinds. Example: the sun, the moon, the world The Indefinite Article: The indefinite means any one. These articles are invariable. You use one or the other, depending on the first letter of the word following the article, for pronunciation reasons. Use a before a word which begins with a consonant sound (Not spelling) Example: a one day, a horse, a building Use an when the next word starts with a vowel (a, e, i, o, u) or with a mute h. (Not the spelling) Example: An honest, an onion, an ST bus, an apple We never use indefinite article before plural nouns and an uncountable nouns. Incorrect: an apples, an ice Omission of articles:  We do not use articles before uncountable and abstract nouns used in a general sense. Example: Honey is sweet. (NOT The honey is sweet.)  We do not use articles before plural countable nouns used in a general sense. Example: Computers are useful machines.  We do not use articles before the names of languages. Example: Can you speak Fre nch? 37 Department of English   We do not use articles before the names of meals Example: Reeta has dinner at 8:00pm every day.  We do not use articles before the name of games. Example: I like to play hockey.  We do not use articles before the names of subjects. Example: She doesn‘t like Hindi.  We do not use articles with the words such as school, college, university, church, etc. When these places are visited for the purpose for which they have been made. Example: She goes to church in the morning. 38 Department of English   Prepositions A preposition is a word (often a short word) that expresses the relationship between two other nearby words. In the examples below, each preposition (highlighted) shows us the relationship between the word book and the word wizard.  The book about the wizard  The book by the wizard  The book near the wizard  The book behind the wizard  The book under the wizard The Role of a Preposition A preposition precedes a noun (or a pronoun) to show the noun's (or the pronoun's) relationship to another word in the sentence. In the examples above, the preposition preceded the noun wizard to show that noun's relationship with the noun book. Here are some more examples:  It is a container for butter. (The preposition for shows the relationship between butter and container.)  The eagle soared above the clouds. (The preposition above shows the relationship between clouds and soared.)  He is the President of the United States. (The preposition of shows the relationship between the United States and President.) List of Common Prepositions Here is a list of common prepositions: above, about, across, against, along, among, around, at, before, be hind, below, beneath, beside, between, beyond, by, down, during, except, for, from, in, inside, into, like, near, of, off, on, since, to, toward, through, unde r, until, up, upon, with and within. 39 Department of English   Idioms An idiom is a common word or phrase with a culturally understood meaning that differs from what its composite words' denotations would suggest. For example, an English speaker would understand the phrase "kick the bucket" to mean "to die" – and also to actually kick a bucket. Furthermore, they would understand when each meaning is being used in context. An idiom is not to be confused with other figures of speech such as a metaphor, which invokes an image by use of implicit comparisons (e.g., "the man of steel" ); a simile, which invokes an image by use of explicit comparisons (e.g., "faster than a speeding bullet" ); and hyperbole, which exaggerates an image beyond truthfulness (e.g., like "missed by a mile" ). Idioms are also not to be confused with proverbs, which are simple sayings that express a truth based on common sense or practical experience. List of Idioms A hot potato Speak of an issue (mostly current) which many people are talking about and which is usually disputed A penny for your thoughts A way of asking what someone is thinking Actions speak louder than words People's intentions can be judged better by what they do than what they say. Add insult to injury To further a loss with mockery or indignity; to worsen an unfavorable situation. At the drop of a hat Meaning: without any hesitation; instantly. Back to the drawing board When an attempt fails and it's time to start all over. Ball is in your court It is up to you to make the next decision or step Barking up the wrong tree Looking in the wrong place. Accusing the wrong person Be glad to see the back of Be happy when a person leaves. Beat around the bush Avoiding the main topic. Not speaking directly about the issue. Best of both worlds Meaning: All the advantages. 40 Department of English   Homonyms and Homophones Homonyms are words that share the same spelling and the same pronunciation but have different meanings. For example, bear.  A bear (the animal) can bear (tolerate) very cold temperatures.  The driver turned left (opposite of right) and left (departed from) the main road. Homophones also known as sound-alike words, are words that are pronounced identically although they have different meanings and often have different spellings as well. These words are a very common source of confusion when writing. Common examples of sets of homophones include: to, too, and two; they‘re and their; bee and be; sun and son; which and witch; and plain and plane. 41 Department of English  UNIT 6 WRITING SKILL 1. Paragraph development Principles/Components of Paragraph Writing 1. Unity Just as a paper has its controlling idea — the thesis statement — a paragraph has its controlling idea — the topic sentence. And just as an engine drives a train, the topic sentence drives the paragraph. All the sentences, or cars, of a paragraph should be related to the controlling idea contained in the topic sentence. If this is the case, then the paragraph possesses unity. 2. Coherence Coherency is the ―glue‖ of writing. Sentences within a paragraph need to be connected (or glued) to each other, as cars on a train are connected to each other. One of the important ways to ―link‖ your sentences together is through the use of transitions; these transitions are signposts for the reader; they illustrate logical or other relationships. Other ways to achieve coherency include repetition of key words, phrases, or images; consistent use of point of view and of tense; and incorporation of parallel structure into your prose. 3. Proper Length It is a part of composition in moderate length, to achieve clarity and conciseness. The length of paragraph generally depends on its contents or what must be included to achieve unity and type of document it is a part of. 4. Adequate Development A paragraph is adequately developed when it describes and explains to support the central idea, enough to discuss that no questions remains unanswered 5. Topic Sentence It expresses the main idea. It tells the reader what to expect from the following sentences. Other sentences supply support to the topic sentence Paragraph techniques/patterns Inductive method-examples and idea are given and topic sentence is at the end Deductive method-core idea or topic sentence is in the beginning and then the explanation 42 Department of English  Chronological method– order of facts, dates, time terms-explaining a process or narrative piece Spatial method- items are arranged according to their physical position or relationship - near too far, outside to inside, less to more etc Linear method- one dimensional, all sentences are related to each other by co ordination, systematic way Types / kinds of Paragraph Analysis Description Definition Comparison and Contrast Explanation Illustration Classification Argument 43 Department of English  2. Report writing Definition:- A report is usually a piece of factual writing based on evidence and experience containing organized information on a particular topic. Characteristic of report 1. Simplicity: The language shall be as simple as possible so that a report is easily understandable. Jargons and technical words should be avoided. Even in a technical report there shall be restricted use of technical terms if it has to be presented to laymen. 2. Clarity: The language shall be lucid and straight, clearly expressing what is intended to be expressed. For that the report has to be written in correct form and following correct steps. 3. Brevity: A report shall not be unnecessarily long so that the patience of the reader is not lost and there is no confusion of ideas. But, at the same time, a report must be complete. A report is not an essay. 4. Accuracy: A report shall be accurate when facts are stated in it. It shall not be biased with personal feelings of the writer. 5. Proper Format: A report must be in the proper format. Sometimes there are statutory forms to follow. 6. Precesion Precision gives unity coherence to the report and makes it a valuable document. Effective reports must clearly reflect their purpose. 7. Relevance The facts presented in a report should be not only accurate but also relevant. 44 Department of English 8. Reader oriented A good report is always reader oriented. While drafting report it is necessary to keep in mind the person who is going to read it. 9. Grammatical accuracy The grammatical accuracy of language of good report is of fundamental importance. 10. Illustrations Most technical reports contain illustrations, which may be tables, graphs, maps, drawings, charts, or photographs. 11. Homogeneity A report should deal with one main topic. All the sections of the report should focus on that topic. Objectives of reports The purposes for which reports are written vary widely. Some important purposes of reports are to:  Present a record of accomplished work.( project report)  Record an experiments (primary research report/laboratory report)  Record research findings or technical specifications ( a report on the details of a new product)  Document schedules, timetables, and milestones( a status report on a long term plan)  Document current status(an inspection report) Record and clarify complex information for future reference ( a report on policies and procedures) Present information for a large number of people.( annual report) Present organized information on a particular topic. (a report describing the working of various divisions of an organization) Recommend actions that can be considered in solving certain problems. (recommendatory report) Types of Report 1) Informative Report 2) Analytical Report (purpose) 3) Periodical and Special Report (frequency) 4) Oral, written Report (mode of presentation) 1. Informative Report Informative Reports focus on documenting new information. An Informative Report entails provision of all details and fact pertaining to the problem. 45 Department of English The main purpose of Informative Report is to present the information in an objective factual and organized manner. In this kind of report the various section are simple and self explanatory. Example of Informative Report Report on the growth of TATA MOTORS. In this kind, the presentation of all details that led to the growth of company should be listed in a chronological order. News Report:- This kind of report only provides information to people. 2. Analytical Report An Analytical Report is also known as an Interpretative or Investigative report.In Analytical Report, there is proper identification of the problem, analysis and sub-sequent interpretation. Recommendations or suggestions are also in report. In Analytical Report first information is required, then person go to details and analyses the information, & try to find out the solution. In Analytical Report the steps observed are as follows I. Drafting problem statements II. Evolving criteria III. Suggestion alternatives and evaluation IV. Drawing conclusion & mainly recommendation. Ex:- A report presenting production figures for a particular period is informative, while the cause of lower production in that period it becomes Analytical Report. 3. Periodical Report Periodic or routine reports are either informational or analytical in their purpose.As they are prepared and presented at regular prescribed. It may be submitted annually, semi-annually, monthly, weekly, or even daily. Generally such reports are contain amore statements of facts in details. Ex: - Progress reports of various kinds inspection reports, annual reports and sales report. 4. Special Report A report on the feasibility of opening a new branch on the unrest among staff in a particular branch or the causes behind the recent fire incidents in a factory are special reports.Special reports deals with the non-recurrent problems. 5. Oral Report Reports can be oral or written depending upon the made of presentation. An oral report is simple and easy to present. It may communicate an impression or an observation 6. Written Report Written reports are always preferred as they enjoy several advantages over the oral ones. 46 Department of English   Sample of Memo Report 47 Department of English  3. Letter writing Purpose of letter writing To exchange information To establish business relationship To make inquiry To take right decisions To place orders To create goodwill To expand markets To overcome misunderstanding To settle transactions To keep records Types of letter Inquiry letter Response letter Order letter Complaint letter Adjustment letter The Seven Cs of Business Letter Writing Effective letter writing boils down to knowing why you are writing a letter, understanding your reader's needs and then clearly writing what you need to say. Every letter should be clear, human, helpful and as friendly as the topic allows. The best letters have a conversational tone and read as if you were talking to your reader. In brief then, discover the Seven-Cs of letter writing. You should be Clear Concise Correct Courteous Consistent Convincing Complete Standard elements of letter Heading Date Inside address Salutation 48 Department of English Body Complimentary close Example of Letters 1. Letter of Inquiry 49 Department of English 2. Response of Inquiry letter 50 Department of English 3. Complaint letter 51 Department of English 4. Adjustme nt letter 52 Department of English  4. Resume writing Types of resume 1. Chronological This is the more traditional format and is what you are most likely to come across. Chronological format is flexible and can be used for applicants with any level of experience. 2. Functional While chronological places emphasis on career progression, a functional format focuses on your abilities and skills. Since it heavily emphasizes the applicant‘s qualifications, functional format is more suitable for those with an expert level of experience. 3. Combination As you can probably guess the combination format merges bits and pieces from both chronological and functional formats. Like the functional format, it focuses on specific qualifications, yet the body of the document contains professional experience similar to chronological format. This format is generally reserved for those with a great deal of experience in a particular industry. 53 Department of English  Sample of Cover letter Mr. ______ Manager Human Resources XXX 49 XXX XX TN 89222 Dear Mr. X Ever since I complete my degree in ____ engineering from ____ University, I have been looking for an appropriate position to apply my skills and expertise in a real time environment. My demonstrated knowledge of _____ Engineering principles and techniques coupled with excellent planning, organizational, and analytical skills makes me an ideal candidate for this position. As indicated in the enclosed resume, I am particularly effective in:  Assisting the development of new products  Monitoring the manufacturing processes at the plants to improve product yields  Helping in new product and process implementation  Troubleshooting technical and manufacturing problems Furthermore, I am a good problem solver, which is my main asset, and able to apply statistical methods to optimize manufacturing processes and production standards. Moreover, I have deep knowledge of raw material allocation and procurement. In order to maximize efficiency, I ca n use a number of tools and equipment to manage appropriate productivity. I am very interested in this position and would like to discuss it in more detail with you. I may be contacted on the telephone number given in this cover letter. To follow- up, I will contact you after 6 working days. Thank you for considering my application. Sincerely, (Signature) XXX Cell: 000000000 Email: ABC @ email.com Enc. Resume 54 Department of English  Sample of Resume XYZ B.Tech. Automobile Engineering Contact No. : - 9825198251 E-mail :- [email protected] Address :- ABC Apartment, ABC society-3, A.B. Road, Surat 395000. CAREER OBJECTIVE Dedicated and motivated engineering graduate seeking entry level work experience to apply and utilize knowledge and skills to enable personal growth along with organizational goals. BASIC ACADEMIC Board/University Year Percentage CREDENTIALS Qualification B. Tech Automobile, CGPIT, Bardoli 2015/2016 Results Awaited 8th sem. B. Tech Automobile, CGPIT, Bardoli 2015/2016 7.48 SGPA 7th sem. 6.77CGPA B. Tech Automobile, CGPIT, Bardoli 2015 7.79 SGPA 6th sem. 6.65 CGPA B. Tech Automobile, CGPIT, Bardoli 2014 7.23 SGPA 5th sem. 6.44 CGPA B. Tech Automobile, CGPIT, Bardoli 2014 7.07 SGPA 4th sem. 6.44 CGPA B. Tech Automobile, CGPIT, Bardoli 2013 5.57 SGPA 3rd sem. 5.93 CGPA B. Tech Automobile, CGPIT, Bardoli 2013 6.22 SGPA 2nd sem. 6.11 CGPA B. Tech Automobile, CGPIT, Bardoli 2012 6.00 SGPA 1st sem. 6.00 CGPA Standard 12th GHSEB 2012 57.83% Standard 10th GSEB 2010 79.23% EXPERIENTIAL LEARNING (SUMMER INTERNSHIP PROGRAM)- A 3-Day Workshop on ―Vehicle Overhauling and Component Familiarity and advanced technology‖ by PRIGMA Edutech. (Engine assembly and disassembly) A 15-day certified internship at S.E.T.C.O, India‘s No.1 ‗clutch manufacturing‘ company having detailed analysis of the whole processing & assembly line along with interactions with their production managers as well as safety department & H.R.managers. A 15-day internship at ‗service station‘ CHAVROLET NANAVATI MOTORS. 55 Department of English  56 Department of English PROJECTS & SEMINAR. Final year projects on ―COMPARISON OF EDDY CURRENT BRAKE (ECB) WITH DRUM AND DISK BRAKE. With totally new concept on minimize braking distance without friction of brake components. Seminar on ―Dual Fuel Engine Technology‖. SOFTWARE ORIENTED CATIA V5. Autodesk Inventor. Microsoft Office. Internet Browsing INTERPERSONAL SKILL Ability to rapidly build relationship and set up trust. Confident and Determined Experienced in use of CAD systems Ability to cope up with different situations. Good Technical skills. Self-Motivator. Good Decision making ability. Hard Working. Good Working Discipline. INDUSTRIAL VISITS. Kishan Autoparts Pvt. Ltd. Anand Engineering Company. Rainbow Technocast. Rajrishi Metals. Pragati Forge. Jagdish Industries. I-Tech Advanced Inspection Services. PERSONAL DETAILS Father’s Name :- XYZ Date of Birth :- 22th Janurary 1989 Language Known :- English , Hindi & Gujarati Marital Status :- Single Nationality :- Indian Sex :- male Cell No. :- +919825198251 DECLARATION I hereby declare that the above-mentioned information is correct up to my knowledge and I bear the responsibility for the correctness of the above-mentioned particulars. Place: XYZ Date: (Signature) 57 Department of English  SMAPLE QUESTIONS UNIT -1 COMMUNICATION SKILLS. QUESTION -1 (A) (4 MARKS) (4 QUESTIONS - ATTEMPT ALL) 1. Define Noise in Communication. 2. Define barriers in communication. 3. Enlist types of non- verbal communication. 4. Define downward flow of communication. 5. Define intrapersonal communication. 6. Why there should be compatibility between verbal and nonverbal behavior? 7. What is meant by Technical Communication? 8. What do you understand by term Professional Communication? 9. Define upward flow of communication. 10. What is the term used for study of time in non- verbal communication? 11. What is a social space? 12. Why is time an effective communication tool? 13. Why is posture necessary for first impression? 14. How do you recognise nonverbally if a person is nervous? Superiors take decisions and convey them to their subordinates. - Identify the type of 15. communication. 16. Write any two characteristics of technical communication. 17. Mention levels of communication. 18. It has a set pattern and mostly formal- Identify the type of communication. 19. Write any two tips for effective communication. 20. Ria is talking with her dog, Bruno - Identify the level of communication. 21. Which kinds of messages are categorised as general communication? 22. Define ‗ideation‘ with reference to communication process. A company interacts with shareholders, regulators, vendors, service companies, 23. customers and the public. – identify the mode/type of communication. 24. Write any two tips for effective communication. 25. Indicate a non-verbal trait to show confidence. 26. Enlist written forms of verbal communication. 27. Define Feedback in the light of communication cycle. 28. List oral forms of verbal communication. 29. What are the two types of organizational communication? 30. List four verbal skills of communication UNIT -1COMMUNICATION SKILLS. QUESTION -1 (B) (6 MARKS) (ATTEMPT ANY 3 OUT OF 4 QUESTIONS) 1. Define Extra personal communication. Provide examples. 2. Define horizontal flow of communication. Provide examples. 3. Define Proxemics and provide suitable example. 58 Department of English  4. Why is appearance important for a professional? Provide example. 5. What is importance of facial expressions? Give one example. 6. Define Interpersonal communication. Provide examples. 7. What are the four different space zones with reference to Proxemics? 8. How values and attitudes of different cultures affect communication? 9. State the importance of cross-cultural communication. 10. Define Kinesics and provide example. 11. Why language is recursive? 12. Why language is arbitrary? 13. Why gestures are important in non-verbal communication? 14. Why is it important to know back ground of the audience to communicate effectively? 15. Compare intrapersonal and interpersonal communication. 16. Define diagonal flow of communication. Provide examples. 17. Why language is redundant? 18. Write the significance of understanding culture for business communication. Mention at least two points. 19. Draw the diagram of the flow of communication and also label it. 20. Define chronemics and provide one example. 21. Why is language considered as an important tool of communication? 22. State any two types of nonverbal traits included in Kinesics. Provide examples. 23. What is the importance of Personal Appearance for a professional? Provide example. 24. How does eye contact help in understanding feelings? Why is maintaining eye contact important? 25. ‗The progress of any organization depends largely on its effectiveness in communication‘- present your view. UNIT -3 BARRIERS TO EFFECTIVE COMMUNICATION AND LISTENING SKILLS. QUESTION - 2 (A OR A) OR (B OR B)– 5 MARKS 1. With reference to Intrapersonal Barriers to communication, explain- Wrong Assumption and Different Background. 2. Write the traits of good listener. 3. Explain Varied perception and Categorical thinking with reference to Intrapersonal Barriers to communication. 4. What are the tips for improving listening skills? 5. With reference to Interpersonal Barriers to communication, explain Limited Vocabulary and Poor listening skills. 6. What is listening? Explain active versus passive listening with examples. 7. Explain Fear of Superior and too many transfer section with reference to Organizational Barriers to communication. 8. Discuss tips of an effective listening. 9. What are the different types of listening? Provide example of each type. 10. Explain Content and Mind setregarding barriers to listening. 11. Explain the different barriers to effective listening. 59 Department of English 12. What do you understand by following terms? 1. Appreciative Listening. 2. Empathetic Listening. 3. Comprehensive Listening. 4. Critical Listening. 5. Superficial Listening 13. Do you agree that listening is more important than speaking? Why? 14. Your friend is suffering from poor listening ability. Provide suitable solutions for the following reasons: 1. He does not understand the meaning of some words during lecture. 2. He watches people passing by out of the door during lecture. 3. He zones out playing with a pencil. 4. He comments on clothes and style of the lecturer. 5. He asks irrelevant questions to the lecturer just to disturb him. 15. Poor Listening Habits results into Poor communication – Discuss. 16. Compare and contrast –Comprehensive Listening and Superficial Listening with examples. 17. With reference to listening differentiate between Hearing and Listening. 18. In terms of organizational barriers to communication explain Negative Tendencies and Use of Inappropriate Media. 19. Explain Being Non –evaluative and Reflecting Implication as one of the traits of a good listener. 20. Draw the diagram of a Noise and explain with suitable examples. 21. Define listening and differentiate Active Listening V/s Passive Listening 22. Identify the communication barrier that describes each of the following situations and give solution to overcome them. 1. Jeet: Hi dear! How are you? Do you know about Empathy? Meet: Yes, I know everything about it. Empathy is emotion like sympathy. 2. Teacher: students, why have you not submitted the report within fortnight? Students: But you asked us to submit it bimonthly. 23. Write situations for the following tips for effective listening. 1. Be unbiased towards the speaker by depersonalizing your feelings. 2. Fight distractions by blocking off sound sources. 3. Evaluate the speech, not the speaker. 4. Send appropriate non-verbal signals from time to time. 5. Ask questions to clarify and confirm thoughts. 24. Analyse following situation, identify the barrier that affect the listener and suggest remedies to overcome from it. 1. Kavita is in the class and the teacher is explaining different steps of computer programming. But Kavita is amused about the hair style of the teacher and is wondering how he will look without any hair. 2. Neha is taking part in a G.D. She is listening to the second speaker, who is using abstract phrases and expressions. She tries to infer the meaning of unfamiliar words from contextual clues. She pays attention to the speaker‗s intention, and is trying to understand and interpret non-verbal clues and body language of the speaker. 60 Department of English 25. Explain the following traits of a good listener with an example each. 1. Being Non-evaluative 2. Reflecting implications 3. Reflecting hidden feelings 4. Inviting further contributions 5. Responding Non-verbally 26. ‗A barrier acts like a sieve, only a part of the message to filter through; as a result, the desired response is not achieved.‘ Discuss the statement with re ference to interpersonal barriers. 27. Explain the following terms and provide an example each: 1. Appreciative listening 2. Empathetic listening 3. Comprehensive listening 4. Critical listening 5. Active listening 28. Illustrate Mind-set and Language as listening barriers and suggest the ways to overcome them. 29. ―We have two ears and one mouth so that we can listen twice as much as we speak.‖- Elaborate the statement in the context of the importance of listening skills in personal as well as professional life. 30. Explain the following terms with reference to communication barriers and give an example for each. 1. Organisational barrier 2. Emotional outburst 3. Cultural differences 4. Information overload 5. ‗Know- it-all‘ attitude 31. Elaborate Fear of superiors and Information O verload as Organizational Barriers with examples. 32. State effect of Interpersonal barriers in communication and elaborate communication selectivity and emotional outburst. UNIT -3 READING SKILLS. QUESTION -3 - (A) (4 MARKS) (2 QUESTIONS - ATTEMPT ALL) 1. What is the purpose of reading for a student? 2. Define process of reading. 3. Provide any two reasons of poor comprehension. 4. What would you advise for poor ability to understand a word or a sentence? 5. Identify types of reading: 1. Phone number in telephone dictionary. 2. Reading news paper. 6. Provide difference between scanning and skimming. 7. What is scanning? Give suitable examples. 8. Define skimming with suitable examples. 9. What do you understand by Intensive reading? 61 Department of English 10. Define extensive reading. 11. Define reading technique which is also called as Bird‘s eye view. 12. Which reading technique requires focus and concentration on text? UNIT -3 READING SKILLS. QUESTION -3 - (B) (6 MARKS) (2 QUESTIONS - ATTEMPT ANY ONE) 1. Write tips for improving comprehension skills. 2. Describe reasons for poor comprehension skills. 3. Discuss different techniques of reading. 4. Explain reading purposes with example. 5. Explain different types of reading. 6. Compare and contrast various techniques of reading with relevant examples. 7. Describe process of reading and explain reasons of poor reading skills. 8. Read the following passage and ans wer the questions below. Earthquakes are the shaking and moving of the ground when energy is released in waves. These waves are called seismic waves. These waves are similar to ocean waves, which move through water. Seismic waves, however, move through the ground. Most earthquakes are caused by the movement of large sections of the Earth‘s crust, called plates. The place where two plates meet is called a fault. Faults look like large cracks in the ground. If the two plates move in different directions, they build up energy at the fault line. When enough energy builds up, the stress on the fault beco mes too great and it ruptures. This releases the energy and the ground starts to shake. Earthquakes can also be caused by other natural events, such as landslides and volcanoes. Manmade earthquakes happen because of nuclear testing and mining explosions. The first movement of an earthquake, called the main shock, is often followed by smaller ground trembles, called aftershocks. These aftershocks are the plates settling into their new position. Aftershocks can continue for days after the main shock.. Of these, only about 19 a year cause major damage. Major earthquakes in populated areas can cause huge destruction. Buildings collapse, roads and bridges buckle and crack, and electrical and gas lines break and cause fi res. If the earthquake happens in the ocean, it makes a series of huge ocean waves called a tsunami. The tsunami travels until it finally reaches land, where it causes large flooding. Scientists are searching for ways to predict earthquakes. They study the historical patterns of earthquakes and monitor the movement of the plates with seismic equipment. While they cannot predict an exact date of a future earthquake, they have a better understanding of when earthquakes are more likely to happen. Questions: 1. What are seismic waves? 2. What happens when two plates moves? 3. What happened after the first movement of earthquake? 4. What are the scientists researching? 5. Which kinds of destructions are caused by earthquake? 6. Give suitable title. 62 Department of English  Read the following passage carefully and ans wer the questions given below: The definition of progress shall always continue to be debatable point. Certain evils do follow every technological advance. According to some, they overweight the good brought about by technological advance. Conservatives never appreciate the modern inventions and changes in our day today life. They consider them as changes for the worse; others ignore the latent dangers and praise the advances. In the beginning, people were thrilled with the invention of the motor car. They enjoyed the facility of fast movement, visiting places, better roads etc. But as the cars came more into use, common people faced the problems of traffic jam and parking, exhaust gas pollution, road accidents etc. for every life saved by a speeding ambulance, another is taken by a speeding car. The television, though a very popular means of entertainment and information, it has killed the conversation and normal two way contact between individuals. The truth is that in regard to all advances we have failed to give sufficient tho ught to their long term results and consequences. We have failed to make proper analysis of immediate gains and long term harms Affecting even the very existence of life in the world. In most cases, we are so excited by a new invention that we do not care to asses, even roughly, the difference between happiness and misery it will cause. Questions: 1. What is the difference between the views of conservatives and other people, regarding technological advances? 2. How can cars save life and also take life? 3. What is the disadvantage of television? 4. What does one forget in the excitement about a new invention? 5. Give a suitable title to the passage. UNIT -4 PRESENTATION SKILLS (chapter 8) QUESTION -4 A(2MARKS)-ATTEMPT ALL 1. Define Extemporaneous mode of presentation sk ills with example. 2. How is it important to have good presentation skills? Give at least four points. 3. What are the four important aspects to be considered while planning for your