theory notes.2.pdf

English Communication and report writing 1. What is communication? The word ‘communicate’ is derived from the Latin word ‘communicare’ and the French word ‘communis’, and both the word mean ‘to give to another.’ The Oxford Advanced Learner’s Dictionary defines ‘communication’ as “The activity pr...

English Communication and report writing 1. What is communication? The word ‘communicate’ is derived from the Latin word ‘communicare’ and the French word ‘communis’, and both the word mean ‘to give to another.’ The Oxford Advanced Learner’s Dictionary defines ‘communication’ as “The activity process of expressing ideas and feelings or of giving people information”. Although the growth of communication technology has tremendously changed the ways of communicating ideas, meaning of the word ‘communication’ remains unchanged. If we look around us, we find people communicating with one another or involved in day-to-day conversations, calls, e-mails, writing letters, sending SMS’s, chatting, presentations and so on. 1.1 Process of Communication Communication is a dynamic exchange between a sender and a receiver. It is a complex process and not as simple as it appears to be. Mere transmission of message is not sufficient. Along with this, receiver’s understanding, feeling and response are to be taken into consideration. A message moves through the following five stages of the process of communication: ➙ Sender and idea ➙ Encoding the idea into a message ➙ Transmission of the message ➙ Decoding of the message 1.2.1 Communication Cycle 1. Sender and Idea: The process of communication begins with an idea that is generated in the mind of the sender and the selection of a message to be communicated. The scope of the idea depends on the knowledge and abilities of the sender as well as the purpose and the context of communication. 2. Encoding: Encoding is the next step in communication. Here, the sender converts the idea into a message which can be non-verbal, verbal or written. This is called encoding. It involves language selection in addition to the selection of the medium of communication. An appropriate choice of language is necessary for effective encoding. 3. Transmission: The next step is transmission of the message. Transmission is the fl ow of message through a chosen channel—verbal, nonverbal, written, visual and audio-visual. A channel of communication uses a medium such as telephone, e-mail, SMS, video conferencing, Internet, letter and face-to-face conversation. The choice of the channel and the medium depends upon the time and place of communication. 4. Decoding: Decoding is the next step in the process of communication. It is the stage when the transmitted message is converted into thoughts so that the receiver may understand its meaning. It is to be noted that the receiver interprets the message by analyzing it according to his/her understanding. A written message is decoded through reading, an oral communication by listening and a non-verbal communication by interpreting signs and symbols. 5. Receiver’s Response or Feedback: Response or feedback is the last stage in the process of communication. It incorporates the reaction of the receiver to the message and assists the receiver in knowing whether the message has been correctly interpreted, misunderstood or rejected. If encoding and decoding match each other, that is, the sender and the receiver of the message are on a common wavelength, transmission of the message is effective and efficient. Communication in this way is perfectly successful. An absence of any of these skills may lead to misinterpretation of the message and may cause confusion and misunderstanding. 1.3 Channels (Medium) and Media of Communication Channels: a. Non-Verbal b. Verbal c. Written d. Audio-visual 1.4 Barriers to Communication Communication is a process through which you convey your idea to someone or a group of people. It is said to be effective if the idea is conveyed clearly and unambiguously. In such a case, the message should reach the receiver with little deformation. Communication becomes successful only if the receiver understands what the sender is trying to convey. If your message is not clearly interpreted or the receiver does not give the desired feedback, you should understand that you are facing a communication barrier. The process of communication may be blocked due to many reasons. Many sociopsychologists believe that there is 50–70% loss of meaning while conveying the message from a sender to a receiver. You should understand these barriers as they can create hurdles in your professional and personal life too. The following are some of the major barriers: 1. Physical Barriers: One of the major barriers to communication is the physical barrier. Physical barriers include large working areas that are physically separated from others. Other distraction that could cause physical barriers is the negative environment which is not conducive to healthy talks. Background noise may also affect the whole process of communication. One should try to minimize the elements that cause physical barriers. 2. Psychological Barriers: Your emotions could be a barrier to communication. If you are preoccupied with some emotions, you will have trouble listening to others or understanding the message conveyed to you. It can be due to many other reasons too—  hostility, anger, inhibitions, ego-hang-ups, personal prejudices, tiredness, pre-conceived notions, stress, lack of confidence and introvert nature. 3. Linguistic Barriers: Incapability or failure to communicate in a language that is known to both the sender and the receiver is the most crucial barrier to effective communication. Wrong or out of place words, mispronounced sounds, incorrect grammar and syntax as well as difference in accent, lack of clarity, could lead to misunderstanding between the sender and the receiver while conversing or writing. 4. Perceptual Barriers: The problem in communicating with others occurs because we all perceive things differently. This is because we are made and groomed differently due to our varied social, cultural and family backgrounds. If we weren’t, we would have no need to communicate. We all see the world from different angles and if we lack the perspective to see other’s point of view, we become the victim of the perceptual barrier. 5. 5. Cultural Barriers: Intercultural communication has become more common in the present scenario than ever before. The differences in cultural values cause socio-cultural barriers. When we interact with a cross cultural group and wish to associate with it, we need to adopt the behaviour patterns of the group. The group reverts back by showing recognition and approval. When you are not able to adjust to the new setting, cultural barriers crop in. How to Overcome Barriers to Communication? The solutions to overcome these barriers are not simple or easy. Remedies are to be adopted according to situation. Here are some solutions to overcome communication barriers: ➙ Avoid physical distractions ➙ Empathize with your receiver ➙ Try to understand your receiver’s point of view ➙ Encode your message in a language that your receiver can interpret ➙ While communicating be calm from within to avoid psychological barriers ➙ Listen and read effectively ➙ Understand cultural variations Communication in management In an organization, there are many communication channels. These channels can be formal or informal. Formal communication channels- officially organized by an organization Informal communication channel- Bypass formal channels in transmitting the information. Formal channel is categorized in two- Downward and upward  Downward Upward 1. The command chain Open door policy 2. Posters and Bulletins Suggestion system 3. House journals questionnaires 4. Pay inserts and direct mails The grievance 5. Handbooks and pamphlets ombudsperson 6. Annual reports Special meeting 7. Address system Informal communication 1. Lateral communication 2. Diagonal communication 3. The Grapevine We have seen that communication cannot be successful unless it moves through all the five stages of the process of communication. Encoding of the message by the sender and its decoding by the receiver are the two stages that need a good level of linguistic and communicative competence. There are two terms- Competence and performance Competence- what you know and what you think Performance is how you actually perform. In the absence of such skills, encoding will be faulty and this in turn will lead to incorrect decoding. If the sender is equipped with such skills and the receiver is not, it will result in the misinterpretation of the message. Communication is required in all walks of life—familial, social and professional and you must strive hard to learn, develop or enhance your skills for an effective communication. Technology and communication Technological advancement not only makes the communication easier but also has a major share in the communication flow. Media of communication have been changing with the passage of time. Drums, pigeons and horse messengers were some of the early media of communication. With the advancement of technology, more complex media such as radio, telegram, telegraph, wireless, and telephone, have been beautifully realized. Today, mobile phones and Internet have become the most widely used media for both the oral and written exchange of messages. Communication technology is continuously upgraded from slow to fast and simple to complex. The science fiction of yesteryears is becoming a reality today. Teleconferencing, video conferencing, audio-visual aids, television, voice mails, audio tapes, compact discs (CDs), digital video discs (DVDs), pen drives and various types of software have brought a revolution in the field of communication.  The Early years  The Twentieth century  Evolution of conventional offices  The Electronic development  Electronic Innovations  Electronic Typewriter  Word Processors  Personal computers  CALL (Computer assisted language learning) Communication technology is continuously upgraded from slow to fast and simple to complex. The science fiction of yesteryears is becoming a reality today. Teleconferencing, video conferencing, audio-visual aids, television, voice mails, audio tapes, compact discs (CDs), digital video discs (DVDs), pen drives and various types of software have brought a revolution in the field of communication. Self-learning Through the Use of Technology The basic hardware requirement for this type of learning is a multimedia computer, a good- quality web camera, a headphone and the study material in the form of software of an interactive language learning programme or similar type of programmes on CDs. While selecting the software, one should keep the following points in mind: (a) Competency level of your interactive skills in English. (b) It should be interactive, activity based and should particularly cover the development of all the required skills—namely listening, thinking, speaking, vocabulary, grammar, reading, writing and body language. It should be a reputed product. Advantages Some of the advantages are listed below: ➙ Good for beginners as it provides privacy of learning; hence, ideal for removing hesitation and building the initial confidence. ➙ Useful for people who have time constraints. ➙ Helpful for developing listening skills and viewing material to enrich basic vocabulary and grammar. ➙ Provides perfect environment for self-analysis by recording one’s own voice and viewing body language sing the webcam and monitoring it from time to time. Limitations Some of the limitations are listed below: ➙ Does not provide opportunity for real-life interactions with individuals, and does not provide environment required to gain confidence and fluency. ➙ The software is your instructor, which lacks the natural versatility and originality of a teacher. Human understanding and empathy is missing and there is no room for teacher’s guidance and doubt-clearing sessions. ➙ The software programs may not be learner specific. ➙ Regular sessions may lead to too much dependence upon technology. ➙ For a computer-savvy learner, technology may become the aim. ➙ Technology (hardware and software) may not be easily affordable. Integrated Group Learning Using a Multimedia Language Laboratory State-of-the-art language teaching involves teaching syntax and grammar, phonetics and communication skills besides vocabulary enhancement. Th e task before the teacher is to motivate the student to speak and to improve his/her oral/aural abilities. Th e student also needs facility to assess his/her own performance. Multimedia language laboratory is an invaluable tool in this process. There may be different versions of language laboratories that cater to the various requirements of the learners; the one that is currently gaining acceptance is a fully computerized, software-based and interactive laboratory for gaining competency in a targeted language area. A language laboratory consists of: (a) A teacher’s workstation facing the students, fitted with a computer, a headphone, a console and an auxiliary station for audio and video input. (b) Student terminals (number of terminals may depend upon the capacity of the laboratory software), each fitted with a computer, headphone and a volume control. All the terminals are duly numbered. (c) Video projection for common viewing. The first requirement of using such a laboratory is that the learner should be able to work on a computer and should understand the working of such a laboratory. A language laboratory of this type normally has the following features:  1. The Interactive Nature: The laboratory is fully interactive with teacher to learner, learner to teacher and learner-to-learner interactions. 2. Audio Link: Oral communication in the first two types is made possible through audio hardware links via headphones, while the to and fro link between learners is established by going into grouping option. Teachers can address all the learners at a time or to a specific learner. A learner can individually communicate with the teacher to ask a question or clarify a doubt. 3. Text Messaging: Text messages can be transferred back and forth at all the three levels of interactions. Learners can take on-line objective type and short-answer type tests prepared by the teacher for testing specific deficient areas. They can also exchange messages and can use them creatively to oral interactive activities. 4. Audio Broadcast: Audio fi les (recorded lessons through teacher’s authoring and other audio software programs and CDs) can be transferred to student terminals for on-line listening. The broadcast audio lessons are used by the learners to develop and improve listening exercises. Some laboratories even give the option of transcribing the audio material to cross check the effectiveness of their listening. Unit 2. Business correspondence and Etiquettes Business etiquette plays a crucial role in shaping professional interactions. It helps establish respect among colleagues, creates a pleasant work environment, and can even influence career growth. By following appropriate business etiquette, individuals can demonstrate their professionalism, competence, and respect for others, all of which can contribute to positive perceptions and opportunities for advancement. Moreover, business etiquette can also impact a company's reputation and relationships with clients or customers. Businesses that uphold high standards of etiquette are often viewed as more professional, trustworthy, and respectful. This can enhance customer satisfaction, foster loyalty, and ultimately drive business success. Respect for Others One of the fundamental aspects of business etiquette is respect for others. This includes acknowledging others' contributions, listening attentively when others speak, and treating everyone with courtesy and kindness, regardless of their role or status in the organization. Demonstrating respect can foster a positive work environment, enhance teamwork, and reduce conflicts. Respect also extends to respecting others' time. This means being punctual for meetings and appointments, meeting deadlines, and not keeping others waiting unnecessarily. Time is a valuable resource in business, and respecting others' time is a clear sign of professionalism. Professional communication is another key aspect of business etiquette. This involves both verbal and written communication, and includes elements such as clarity, conciseness, politeness, and appropriateness. Effective communication can prevent misunderstandings, improve collaboration, and enhance the overall efficiency of the workplace. Professional communication also includes non-verbal cues, such as body language and facial expressions. These non-verbal cues can often convey more information than words, and being aware of them can help individuals communicate more effectively and build better relationships. Aspects of Business Etiquette Business etiquette encompasses a wide range of behaviors and practices. While the specific norms may vary depending on the culture and industry, there are some common aspects that are generally considered part of business etiquette. These include communication etiquette, meeting etiquette, email etiquette, telephone etiquette, and social media etiquette. Each of these aspects involves specific norms and expectations. For example, communication etiquette involves speaking clearly and respectfully, listening attentively, and avoiding interruptive behaviors. Meeting etiquette includes arriving on time, being prepared, and participating actively but respectfully. Email etiquette involves writing clear, concise, and polite emails, while telephone etiquette includes speaking clearly, listening attentively, and respecting the other person's time. Business letter Types of Letters In general, there are two types of letters: 1. Formal or official letters: The letters written to various public bodies or agencies for our requirements in civic, professional or business life. 2. Informal or personal letters: The letters written to communicate with friends and family Every letter should have your address, date, salutation, the text, conclusion and your signature. The formal letter has the recipient’s address and subject line as well. ➙ Write your complete address without your name in sender’s address—Write one part in one line, start each word with capital letter and write the name of the post office in a separate line followed by pin code, district, state and country, if the letter is sent abroad, for example: ‘Kothi Raghu Nivas’ #4258 Ambala Cantt Haryana, India ➙ Open punctuation—no punctuation marks in the sender’s address, reference, date, inside address, salutation and closing section—is common with blocked style while punctuation marks are used thoroughly in semi-blocked and indented style. In a formal letter complete date should be written, that is, day in fi gures, month in words and year in full—14 February 1992—while in an informal letter it can be abbreviated like—14th Feb or 14/02/92. ➙ In a formal letter, write the recipient’s full address along with his/her name or designation: The Vice Chancellor M. D. University Rohtak (Haryana) ➙ Give the brief of your letter in the subject line in formal letters, for example, Subject: Presentation on Group Discussion/Proposed Software for Language Lab. ➙ Formal letters end with signature, full name and designation of the author while informal letters may end with first/nick name omitting the pronouns.