Communication in Everyday Life PDF

1471-Communication in Everyday Life [SEC-S1-6-CC2] Cover Oct24.pdf - October 15, 2024 COMMUNICATION IN EVERYDAY LIFE Editor Nalini Prabhakar Content Writers Deb Dulal Halder, Dikshya...

1471-Communication in Everyday Life [SEC-S1-6-CC2] Cover Oct24.pdf - October 15, 2024 COMMUNICATION IN EVERYDAY LIFE Editor Nalini Prabhakar Content Writers Deb Dulal Halder, Dikshya Samantarai Academic Coordinator Deekshant Awasthi © Department of Distance and Continuing Education ISBN: 978-93-95774-75-8 E-mail: [email protected] [email protected] Published by: Department of Distance and Continuing Education Campus of Open Learning, School of Open Learning, University of Delhi, Delhi-110007 Printed by: School of Open Learning, University of Delhi  COMMUNICATION IN EVERYDAY LIFE Disclaimer External Reviewer Ms. Jyoti Arora Shaheed Bhagat Singh College (Evening) Disclaimer University of Delhi This Study Material was duly recommended in the meeting of Standing Committee held on 17/11/2022 and approved in Academic Council meeting held on 22/11/2022 Vide item no. 1012 and subsequently Executive Council Meeting held on 08/12/2022 vide item no. 38 {38-1(38-1-13)} l The present study material is an edited version of an earlier study material from the Choice Based Credit System. Unit-II has been written afresh. l Corrections/Modifications/Suggestions proposed by Statutory Body, DU/ Stakeholder/s in the Self Learning Material (SLM) will be incorporated in the next edition. However, these corrections/modifications/suggestions will be uploaded on the website https://sol.du.ac.in. Any feedback or suggestions may be sent at the email- [email protected] Printed at: Taxmann Publications Pvt. Ltd., 21/35, West Punjabi Bagh, New Delhi - 110026 (15000 Copies, 2024) ©©Department DepartmentofofDistance Distance & & Continuing Continuing Education, Education, Campus Campus ofof Open Open Learning, Learning, School of Open Learning, University of Delhi School of Open Learning, University of Delhi  Contents Title Prepared by Pg. No. Unit-I Theory of Communication: Deb Dulal Halder 1 An Introduction Unit-II Listening Skills Dikshya Samantarai 21 Unit-III Speaking Skills Deb Dulal Halder 30 Unit-IV Reading Skills Deb Dulal Halder 42 Unit-V Writing Skills Deb Dulal Halder 57 PAGE i © Department of Distance & Continuing Education, Campus of Open Learning, School of Open Learning, University of Delhi English_TOC.indd 1 01-Oct-24 12:50:42 PM English_TOC.indd 2 01-Oct-24 12:50:42 PM  U N I T I Theory of Communication: An Introduction Deb Dulal Halder Structure 1.1 Introduction 1.2 Learning Objectives 1.3 Defining Communication 1.4 Process of Communication 1.5 Function of Communication 1.6 Effective Communication 1.7 Types of Communication 1.8 Barriers to Communication 1.9 7 Cs of Effective Communication 1.10 Exercise 1.11 Further Readings 1.1 Introduction The word “communication” is used to mean any activity in which information, emotions and feelings are conveyed from one to another. The word “communication” is derived from the Latin word “communicare” which means ‘to share’, that is, to share information, ideas, emotions, knowledge amongst people - to share meaning. The Latin word “commu- nis” which means ‘commonness’ is another root word for communication. Communication is the commonest thing that each one of us shares with fellow human beings. So, from this perspective, both words “communicare” and “communis” are significant in providing meaning to the idea of communication. Whether we communicate or miscommunicate, communication has a significant role in our everyday life as we spend a lot of time communicating. We communicate with our friends, family, relatives, colleagues, employers, and with many other people we may not know very well and even with perfect strangers. It is only through communication that we fulfill our various needs - whether they are personal, emotional, psychological, edu- cational, social, financial, professional or cultural. We cannot think of our lives without PAGE 1 © Department of Distance & Continuing Education, Campus of Open Learning, School of Open Learning, University of Delhi Communication in Everyday Life.indd 1 01-Oct-24 1:14:26 PM  Communication in Everyday Life communication. It is essential to our existence. Hence, we should be able to communi- cate effectively in a coherent, clear and concise manner as success in our life depends on effective communication. Even in our professional life, our success depends on effective communication. It is through communication that information is disseminated, distributed, shared among people; it is through communication that important decisions are taken, shared and made known to people within and outside organizations. Moreover, companies communicate about their products or services to consumers through advertisements. Thus, without communication, no business organization can survive. But communication in general and communication in professional world are different as the objectives are different. For example, in today’s world, we communicate a lot over our mobile phones. When we talk to our friends, relatives and near and dear ones, we communicate for hours where the communication is not based on any particular need, but of everyday things which make the bonding between the com- municators strong. But in case of a professional world, it is diametrically opposite, as we need to talk sense in a clear, concise, logical and coherent manner, if we want to make a mark. Suppose you are in an office meeting, if you are not able to present your thoughts in a coherent, logical manner then the chances are that your ideas will not have any audience. 1.2 Learning Objectives This unit will enable you to understand: ‹ ‹The concept of Communication ‹ ‹Functions of Communication ‹ ‹Effective Communication ‹ ‹Barriers to Communication ‹ ‹7 C’s of Communication 1.3 Defining Communication The word “Communication” has many definitions. In 1970, communication theorist Frank Dance counted more than a hundred distinct definitions of communication proposed by experts in the field. In the years since that survey, even more definitions have surfaced. By drawing from these multiple definitions, we can define communication as a systemic process in which people interact with and through symbols to create and interpret meanings. 2 PAGE © Department of Distance & Continuing Education, Campus of Open Learning, School of Open Learning, University of Delhi Communication in Everyday Life.indd 2 01-Oct-24 1:14:26 PM  Theory of Communication: An Introduction Generally, we define communication as the process of transfer of information between two sources with the information being understood by both. ‹ ‹According to MT Myers and GE Myers, “Communication refers to special kind of patterning, which is expressed in a symbolic form. For communication to take place between or among people, two requirements must be met: 1. A symbolic system must be shared by the people involved (we need to speak the same language or jargon or dialects); and 2. The associations between the symbols and their referents must be shared.” ‹ ‹According to Fearing, “It is a two-way process which cannot be adequately understood in terms of simple engineering or mechanical analogies. It is uniquely a human relationship from which, emerge all civilizations and culture without which, man as we know him, could not survive”. Check Your Progress 1. Define Communication. 2. Explain the importance of effective communication. 3. What are the two essential requirements for any kind of communication. 1.4 Process of Communication Communication is a process in which at least two individuals are involved – Sender or the encoder of the message and the receiver or the decoder. The sender has an idea/ need/motivation/desire to communicate to the listener/s and s/he encodes the message in language (it can even be a gesture or paralanguage) and sends the message using a partic- ular medium/channel (such as oral or written or electronic) to the receiver/s. The receiver PAGE 3 © Department of Distance & Continuing Education, Campus of Open Learning, School of Open Learning, University of Delhi Communication in Everyday Life.indd 3 01-Oct-24 1:14:27 PM  Communication in Everyday Life tries to decode so that s/he comprehends what the encoder means/intends to communicate. If the encoder and the decoder share the same basis of encoding and decoding the sounds and symbols, then the communication succeeds. But if the semantic base of the sender and the receiver is different, then it leads to miscommunication. Miscommunication or hampered communication can also happen if appropriate channel or media is not used or if the communication environment is noisy (we will deal with Noise at greater length while discussing Communication Barriers). This is only one aspect of communication. Communication is complete only when the decoder sends feedback to the encoder, en- abling the encoder to know whether her/his message has been grasped or not. Check Your Progress 1. Explain the process of communication with the help of a diagram. 1.5 Function of Communication The function of communication differs from context to context: 1. In the individual context: ‹ ‹It provides knowledge. ‹ ‹It gives way to commercial success. ‹ ‹It enforces and adjusts behavioral patterns. ‹ ‹It helps in socialization and building relationships. ‹ ‹It creates legends. 2. In the social context: ‹ ‹It educates people and makes them capable on various fronts. ‹ ‹It persuades the targeted subjects to buy products and/or services. ‹ ‹It generates enthusiasm in the minds of the targeted subjects to develop or modify views on particular issues. ‹ ‹It dissuades them form eschewing some habits, products or services that are harmful to them or to the society in general. ‹ ‹It helps in social revolution and transformation. ‹ ‹It performs incidental neutral functions, such as expression of opinions and ideas. ‹ ‹It builds an image of individuals or of non-business organisations in the minds of the masses. 4 PAGE © Department of Distance & Continuing Education, Campus of Open Learning, School of Open Learning, University of Delhi Communication in Everyday Life.indd 4 01-Oct-24 1:14:27 PM  Theory of Communication: An Introduction 3. In the organisational context: ‹ ‹It serves as an essential tool. ‹ ‹It assists in decision making. ‹ ‹It keeps the employees enlightened. ‹ ‹It informs the employees informed about their obligations. ‹ ‹It builds good employer-employee relations. ‹ ‹It facilitates the basic management process. ‹ ‹It directs with finesse. ‹ ‹It interacts with the members of the external environments. ‹ ‹It co-ordinates employees’ actions. ‹ ‹It promotes leadership effectiveness. ‹ ‹It gives feedback of the lower cadres. ‹ ‹It evaluates performances for control. Check Your Progress 1. What is the function of communication in the social context? 2. What function does communication fulfil in the context of an organization? 1.6 Effective Communication To be an effective communicator, certain significant things should be kept in mind – ‹ ‹We must know what the objective of our communication is. Without an aim, we can be good at saying things in an informal setting (like talking to our friends or relatives), but for formal communication, such as in an office meeting or in a seminar or while talking to the boss in office, we cannot merely blabber for no reason at all, we need to have a concrete aim or objective in mind. ‹ ‹When the objective is set, then the next step is to present our thoughts, emotions, feelings, etc. with clarity and integrity. If we are not able to present our thoughts clearly, then how can we expect the listener/s to understand and respond? ‹ ‹The medium chosen for communication should be one both the parties are conversant with. For example, we must make sure that we communicate in a language in which the listener/s is/are comfortable. Moreover, we should also choose the medium depending on whether it is written or oral communication. PAGE 5 © Department of Distance & Continuing Education, Campus of Open Learning, School of Open Learning, University of Delhi Communication in Everyday Life.indd 5 01-Oct-24 1:14:27 PM  Communication in Everyday Life ‹ ‹An appropriate environment is also necessary for proper delivery of message. Without a proper environment there is always a chance that the message will be misunderstood or not properly understood. ‹ ‹Paralinguistic features such as tone, pitch voice, pronunciation, appropriate gestures and postures, facial expressions, eye contact, dressing, etc. affect the oral communication process. No communication is complete without a feedback. Only when we receive a feedback we know whether whatever we intended has been comprehended by the listener/s or not. Feedback may not always be in the form of a verbal response. If you are presenting a paper and see your listeners nodding their head then you understand that they are agreeing to what you are saying, but if a majority of them are yawning or fidgeting with something or the other, then it is evident that they are bored. The nodding of the head and yawning are examples of body language through which we get feedback of how effective we are in communicating our ideas orally. Check Your Progress 1. If you wish to be an effective communicator, what are the things you should pay attention to? 2. What do you understand by ‘feedback’? Why is it important? 1.7 Types of Communication Communication can be classified into the following kinds – ‹ ‹Verbal and Non-verbal ‹ ‹Formal and Informal ‹ ‹Oral and Written 1.7.1 Verbal and Non-verbal Communication Communication can also be divided into categories like verbal and non-verbal. Whereas verbal communication includes both oral and written communication, non-verbal com- munication includes any communication which is neither oral nor written, and includes modes such as postures, gestures, dressing, etc. Verbal Communication In verbal communication, language is used according to the established rules of grammar/ syntax to communicate emotions and feelings, and to share information and meaning. 6 PAGE © Department of Distance & Continuing Education, Campus of Open Learning, School of Open Learning, University of Delhi Communication in Everyday Life.indd 6 01-Oct-24 1:14:27 PM  Theory of Communication: An Introduction Depending on the way we use words, by speaking or by writing, verbal communication is divided into two categories – Oral and Written. Oral communication or speech is the more frequently used medium of communication. There are reasons for it to be so. Some of these reasons are: ‹ ‹We need not be literate to speak as is needed in written communication. All human beings have the competence to speak one or more languages. And to achieve it, he or she does not need to be taught in a formal educational environment. ‹ ‹Human beings are born with a language acquisition device (LAD) which disposes them to learn a language when they grow up in a socio-cultural environment. A child learns spoken language naturally just by imitating the elders around him or her. ‹ ‹We speak more than we write as it is a faster, and a more spontaneous medium of communication. Non-Verbal Communication In many cases, no words are exchanged, yet communication happens as we can also com- municate through our body language which is a non-verbal communication. It is perceived that non-verbal cues form a major part of communication process (93%) therefore it is significant that we focus our attention to this aspect of communication. The non-verbal cues are Kinesics, Proxemics, Chronemics, Haptics, Paralanguage, Silence and Sign language. Kinesics Kinesics is the study of body’s physical movements for the purposes of communication, that is, the way our body communicates without words, through various movements of its parts. For example, nodding one’s head communicates acceptance. Some body movements during communication are conscious, whereas others we do unconsciously. The unconscious body movements are very significant pointers in interpreting messages. (i) Personal Appearance: Our first impression matters a lot. Before someone starts communicating, others form an opinion about her/him just by perceiving how PAGE 7 © Department of Distance & Continuing Education, Campus of Open Learning, School of Open Learning, University of Delhi Communication in Everyday Life.indd 7 01-Oct-24 1:14:27 PM  Communication in Everyday Life the person has tried to present herself/himself. Appearance includes clothes, hair, accessories, and cosmetics and so on. In today’s context, the purpose of clothing has changed from fulfilling a basic need to expressing oneself. (ii) Posture: Posture refers to the way we hold ourselves when we stand, sit, walk, talk or choose not to talk. Our postures change according to circumstances. When one is nervous, one usually starts fidgeting with something or the other like mobile phones. (iii) Gestures: Gestures are movements made by hands, head or face. Appropriate gestures supplement verbal communication and are also communication in their own right. (iv) Facial Expressions: Facial expressions communicate to the receiver the intent of the message. (v) Eye contact: Often our eyes communicate better than the words we utter. Words become more powerful when the speaker makes eye contact with the listener/receiver of the message. Proxemics: Space or lack of it between the sender and the receiver of the message also speak volumes. When one hugs someone, though no words are exchanged but the warmth of the relationship can be felt by both. This is communication. The study of physical space in interpersonal relations is called Proxemics. Edward T. Hall (1966) divides the communication space into four distinct zones – 8 PAGE © Department of Distance & Continuing Education, Campus of Open Learning, School of Open Learning, University of Delhi Communication in Everyday Life.indd 8 01-Oct-24 1:14:27 PM  Theory of Communication: An Introduction ‹ ‹Intimate: The Intimate zone extends just to 18 inches (one and a half feet). Members of family, lovers, spouses, relatives, and parents usually communicate in this zone. A handshake, a pat on the back or a hug are some of the examples of communication in the Intimate zone. ‹ ‹Personal: The Personal zone stretches from 18 inches (one and half feet) to 4 feet. Close friends, colleagues, peers, communicate in this zone. This zone is personal and is quite a relaxed and casual place. ‹ ‹Social: Social zone is in the radius of 4 feet to 12 feet. In this zone, relationships are more formal and official. The distance between you and the interviewers in an interview is an example of social zone. ‹ ‹Public: Public zone starts from 12 feet and may extend to 25 feet or to the range of eyesight and hearing. Events are formal in this zone. For example, When the Prime minister or the President of India addresses the masses, they usually keep a distance from them for security reasons. It is an example of public zone. Chronemics: How we manage our time communicates a lot about the kind of person we are. The study of the use of time to communicate is known as Chronemics. In the pro- fessional world, time is a valuable resource. When we are late for an appointment, people react negatively. If we arrive early, we are considered over-eager. Haptics: Language of Touch: We also communicate with our sense of touch, which is known as Haptics. The way we communicate by our physical contact or by touching the other person is known as Haptics. Kissing, slapping, or shaking hands are ways of Haptics. Paralanguage: Paralanguage is the way meaning is conveyed by how we say things while speaking. When a telephone bell rings and you pick up the receiver and hear the word “hello” it not only greets you, but also tells you about the gender of the person, the voice is of someone familiar, and the sociolinguistic and educational background of the person calling. All these are not contained in the word “hello” but are manifest in the way the word is spoken. Paralanguage consists of various aspects – Vocalizations of Words. There are different dimensions of it based on– a) Volume Variation b) Speed of Speaking c) Pauses d) Word Stress e) Inflections (Inflections are the small bits of sounds that are attached to utterances.) f) Non-fluencies (sounds such as “ummm” or “errr”. These sounds are called non-fluencies.) PAGE 9 © Department of Distance & Continuing Education, Campus of Open Learning, School of Open Learning, University of Delhi Communication in Everyday Life.indd 9 01-Oct-24 1:14:27 PM  Communication in Everyday Life Sign Language Sign language refers to symbols which are commonly used within a particular community or communicative group to mean something that is constant for all the members of that community. For example, traffic signals are signs or symbols that are common all over the world. These signs are abstractions which people agree on the meanings to make it work. Other examples of signs are road signals, graphs, maps, alarms, sirens, etc. ‹ ‹Audio Signs ‹ ‹Visual Signs ‹ ‹Audio-visual signs Check Your Progress 1. Explain Kinesics, Haptics, Para-language and Sign language. 1.7.2 Formal and Informal Communication Depending on the circumstance and the person/s one is interacting with, one chooses whether to communicate formally or informally. In that sense, communication can be categorized into formal and informal. Grapevine is the other name for informal communication. Mostly in the professional world, we tend to communicate formally as the occasion demands it; but in our personal life we are usually informal. Informal Communication or Grapevine Though members of an organization communicate at a formal level, but that does not satisfy the human hunger for interaction and building interpersonal relationships. We all tend to communicate personally with some members of our organization beyond our professional obligations. Hence, there is a need for informal communication, also known as Grapevine. Grapevine Chain Keith Davis (1980) points out that there can be four possible configurations of Grapevine– 10 PAGE © Department of Distance & Continuing Education, Campus of Open Learning, School of Open Learning, University of Delhi Communication in Everyday Life.indd 10 01-Oct-24 1:14:27 PM  Theory of Communication: An Introduction ‹ ‹Single Strand Chain – Where information passes from A to B and then B from C and so on. In this case there is very little chance of verification of information. PAGE 11 © Department of Distance & Continuing Education, Campus of Open Learning, School of Open Learning, University of Delhi Communication in Everyday Life.indd 11 01-Oct-24 1:14:27 PM  Communication in Everyday Life ‹ ‹Gossip Chain – Where person A sends information to all others in the group. ‹ ‹Probability Chain – Where person A sends information randomly without specifically choosing a recipient of the message. ‹ ‹Cluster Chain – Person A sends message to B and C and each of them then conveys it to a cluster of others. The sender is selective about the receiver when s/he sends the message, and then the receiver takes up the role of the sender and sends it to multiple people. As mentioned, the Grapevine can be misused in the following ways – ‹ ‹The information passed on or circulated can be inaccurate and sometimes can have a malafide intention. ‹ ‹Messages can easily be distorted as there is no written document for reference. ‹ ‹It is usually difficult to find out the origin of the message as information is anonymous, often leading to spread of rumours. Grapevine can also be effectively used by organizations as – ‹ ‹The channel is speedy and spontaneous. ‹ ‹It is primarily an oral medium and consequently inexpensive. ‹ ‹The network is multidirectional and therefore the flow of information is flexible. ‹ ‹It can be used as an important feedback channel. ‹ ‹Grapevine can also help in participatory decision-making. ‹ ‹It can be used as a parallel channel by organizations to complement the formal channel. ‹ ‹It can help in building interpersonal relationships within an organization and hence can create a harmonious work environment. Check Your Progress 1. What is Grapevine communication? 2. How can it be misused? 1.8 Barriers to Communication Communication is a smooth transmission of information, ideas, emotions and feelings (and more importantly transmission of meaning) from one to another where the intended mes- sage encoded by the sender is grasped by the receiver and s/he responds accordingly. But 12 PAGE © Department of Distance & Continuing Education, Campus of Open Learning, School of Open Learning, University of Delhi Communication in Everyday Life.indd 12 01-Oct-24 1:14:27 PM  Theory of Communication: An Introduction in many instances we fail to communicate the desired information, knowledge or emotion as some barrier crops up between the sender and the receiver which prevents successful communication, distorts the message or hampers the process and makes communication meaningless. For example, when we are communicating orally it may happen that the communication environment is noisy and consequently the receiver of the message is not able to hear us clearly. The noisy environment is a barrier to communication. It may also happen that two unknown persons accidentally meet and want to communicate but do not have a common language that can be the medium in which they can communicate. Or maybe when we are writing if our handwriting is illegible or we use very subject-specific jargon which the receiver has no knowledge of, then the communication would not achieve its desired goal. In these cases, illegible handwriting or the highly-specialized-jargonized language are barriers to communication. In short, it can be said that barriers to communi- cation can simply be defined as anything that prevents the smooth exchange of meaning between a sender and receiver. In the field of business communication, the communication barrier or any unwanted interference between the speaker/encoder and the receiver/decoder which hampers the com- munication flow is termed as Noise. Noise here does not merely refer to the physical noise but to any barrier that prevents the flow of communication. If the barrier or the noise is of a technological nature then it can easily be avoided as technical snags can be corrected easily. Suppose, you are in a basement of a building where the reception of a mobile net- work is not very good and you receive a call, it is always advised that you move out of the basement to let the communication be smooth. But if the noise or the barrier is due to some human error, then it takes a long time and sustained effort to correct as the human errors are linked to one’s habits and psychology. For example, if one has a problem of al- ways assuming a sense of superiority whenever communicating, then it can easily become a deterrent for others to be attentive to her or his thoughts and emotions. The person’s sense of superiority can lead others to feel that they are deliberately and consciously being underrated, leading them to be detached or indifferent to the message being communicated. 1.8.1 Classification of Barriers to Communication Noise or barriers can be of two kinds: 1. Channel Noise 2. Semantic Noise The difference between the Channel Noise and Semantic noise can be summarized as – Channel Noise develops externally (that is, external to the message) whereas the Semantic Noise is internal to the message. PAGE 13 © Department of Distance & Continuing Education, Campus of Open Learning, School of Open Learning, University of Delhi Communication in Everyday Life.indd 13 01-Oct-24 1:14:27 PM  Communication in Everyday Life Channel Noise When there is any unwanted interference or snag in the medium of communication process it is termed as channel noise, for example, a noisy market place and illegible handwriting can be termed as channel noise as in both the cases the factors that create communication failure are not an intrinsic part of the message – in one case it is the communication environment which is not suitable for communication and in the other the medium of communication, i.e. writing, is not readable. There can be many kinds of channel noise. Below are some of the causes with examples of Channel Noise: ‹ ‹Physical Noise in the Channel: Undesirable physical noise is a great barrier to communication. Any physical noise which is not related to the communication process can cause a barrier. ‹ ‹Use of Inappropriate Media: Inappropriate selection of media to communicate messages can lead to miscommunication or may not have the desired result. For example, you are the manager of a company which is bidding for a tender; will it be possible to bid for tender using oral communication? Oral communication is an inappropriate media for a bid for tender. ‹ ‹Multiple Transfer Stations: If a clerical staff of an organization figures out a mistake in some document and wants to communicate it to the Director and informs her/his higher official who then informs her/his superior and then her/his superior to the Director, then it may happen that because of the Multiple Transfer Stations, the content of the message is lost. It may also happen that the message changes in its tone and meaning because of it being transferred too many times which hampers the communication. ‹ ‹Information Overload: A message should only provide that much information as is required to understand it. Too much of information can lead to a situation where the intended message is lost. ‹ ‹Fear of Superiors: It often happens that one wants to pass on some information to one’s superior, but s/he cannot do it as s/he feels that the senior/superior would get offended. Often the way superior would react makes us not to communicate what we truly feel or think which can be a major barrier to smooth functioning of an organization. ‹ ‹Negative Presuppositions: One usually has a feeling that a memo is always issued to seek clarification or to warn or to inform, whereas a memo can also be issued to congratulate someone. People have a negative presupposition about memos. So when someone gets news that her or his friend got a memo, s/he starts feeling bad without any reason. 14 PAGE © Department of Distance & Continuing Education, Campus of Open Learning, School of Open Learning, University of Delhi Communication in Everyday Life.indd 14 01-Oct-24 1:14:27 PM  Theory of Communication: An Introduction ‹ ‹Communication Selectivity: When we are selective in our listening, it can be a barrier to communication. It also can be a significant barrier when one decides to read only parts of a document. ‹ ‹Poor Listening: If one is a poor listener than it can itself be a barrier to communication. Listening is a significant thing in the process of communication. Semantic Noise Semantic Noise can be defined as noise or barrier that is generated from within a message. As language is connotative, that is, meaning of a word is not always stated directly and can also be implied; the communication process fails many times as the same word is interpret- ed differently by different people. For example, if someone says that ‘the bark is strong’ then the meaning of the sentence will depend on the context in which it is spoken. In one context it may mean a dog’s bark and in another the bark of a tree. So if the context is not given to us then the meaning becomes inaccessible. Sometimes ambiguity in the language may also cause semantic noise, for example, if one says – “I saw Ravi going with some old men and women”, one is not sure whether the adjective ‘old’ applies only to the men or also to the women. There can be numerous such examples of semantic noise. Below are some of the causes with examples of Semantic Noise. ‹ ‹Limited Vocabulary: Limited vocabulary can become a significant barrier to communication as it can create not only a problem in understanding things, but also may lead to a situation where the person is not able to express what s/he intends to express. One also has to keep in mind that having an extensive vocabulary does not always ensure that one would be a good communicator. For effective communication, one should know which words to use in which circumstances. Moreover, words have their literal meaning (denotative) as well as symbolic (connotative) meaning. One should have knowledge about both to use them in right situations and also to comprehend them when they are used by others. ‹ ‹Incompatibility between Verbal and Non-verbal Language: We communicate not only with our words, but also with non-verbal cues – dress, eye contact, physical touch, facial expressions, gestures, postures, etc. Often, we use non-verbal cues or body language consciously, but many a times the non-verbal cues are unconscious. It is essential that our gestures and postures are compatible with our words. Whenever it is not so, we are misinterpreted or misunderstood. ‹ ‹Varied Perception due to Different Backgrounds, such as Cultural: Each one of us perceives the same incident or entity in a different way which can lead to PAGE 15 © Department of Distance & Continuing Education, Campus of Open Learning, School of Open Learning, University of Delhi Communication in Everyday Life.indd 15 01-Oct-24 1:14:27 PM  Communication in Everyday Life communication failure. For example, the librarian of your college called a library committee meeting to discuss the issue of books being stolen from the library. The chairperson of the committee came to the meeting and pointed out that stealing of books suggests that the students are interested in gaining knowledge and recommended that all books to be replaced and at the most security measures can be tightened. Many others in the meeting felt that this was not the solution, yet they did not say anything as they did not dare to oppose the Chair. This is an example of varied perception because of the ways in which we try to look at the world. Our background decides the way we interpret a message. To a poor person who is suffering from hunger, the beauty of a full moon does not appeal. Our social, cultural, financial, educational and psychological background decides the way we try to make sense of the things around us, including words. Thus while one communicates, if s/he does not keep in mind the background of the audience or the receiver and communicate accordingly, then there is always a chance that s/he will be misunderstood or misinterpreted. ‹ ‹Wrong Assumptions and Inferences: Wrong Assumptions can often lead to miscommunication. Suppose there is a string of letters that are written by two departments regarding a certain issue and one department writes a letter to the other department without referring to the earlier communications in this regard when the Head of the other department has changed. There is always a chance that the letter would not serve its purpose. ‹ ‹Blocked Categories/Categorical Thinking: In general, we react positively to an information only if it is in consonance with our own views and attitudes. Conversely, when we receive information that does not conform to our personal views, habits, and attitudes, or appears unfavorable to us, we tend to react negatively or even disbelieve it. Rejection, distortion, and avoidance are three common, undesirable, and negative reactions to unfavorable information. For example, you think that you can never deal with matters related to accounts as you are very poor in that field. So whenever any document reaches you from the Accounts section, you immediately pass on the work to someone else thinking that you will not be able to handle it. This is an example of blocked categories. ‹ ‹Emotional, Psycho-social Unsettled State: It is true that none of us can be unemotional, as emotions are an integral part of human life, but when emotions are not moderated, they can become a barrier to communication. It can lead to a situation where one reacts negatively to situations which can act as barriers to communication. 16 PAGE © Department of Distance & Continuing Education, Campus of Open Learning, School of Open Learning, University of Delhi Communication in Everyday Life.indd 16 01-Oct-24 1:14:27 PM  Theory of Communication: An Introduction Check Your Progress 1. What are the two kinds of Barriers/Noise? 2. Explain the difference between the two. 3. What are the main causes for the occurrence of these Barriers? 1.8.2 Strategies to overcome Barriers to Communication If one desires to be an effective communicator then one needs to learn ways to avoid barriers or noise so that communication failures do not happen. When a particular com- munication fails to evoke any response or the desired response because of some noise or barrier to communication, then the following steps can help solve the problem: Identify the problem – Find the cause or barrier – Work on alternative solutions – Opt for the best solution – Follow up rigorously The first step is to identify the problem. When we can identify the problem, then we can find a solution for it. To identify the problem, it is necessary that one analyzes the feedback or the lack of it carefully. Once the barrier is located, then one can figure out easily the cause of the barrier and can look for all possible solutions. The best solution should then be opted for and then followed consciously so that the barrier does not crop up again. 1.9 7 Cs of Effective Communication It is thought that for effective communication there is a need to follow certain norms which are known as “7 Cs of Effective Communication.” These norms apply both in written as well as oral communication. The 7 Cs of communication are– 1. Completeness - Any communication must be complete, in the sense that a message should convey all the facts required for the comprehension of the message. 2. Conciseness – Conciseness refers to the fact that while communicating one should try to make a message as short as possible to make it effective. Conciseness in communication not only saves time but is also cost effective and highlights the message, making it more appealing and comprehensible for the audience/reader. 3. Consideration – Consideration in communication implies that the sender of message steps into the shoes of the audience/readers in terms of their viewpoints, background, PAGE 17 © Department of Distance & Continuing Education, Campus of Open Learning, School of Open Learning, University of Delhi Communication in Everyday Life.indd 17 01-Oct-24 1:14:27 PM  Communication in Everyday Life mind-set, education level, etc. to ensure that the message sent is comprehended properly by the receiver(s). 4. Clarity – Clarity in communication implies that the message should be as clutter free as possible and that it is easily understandable. To put a message across with clarity, one needs clarity of thought. And when one has clarity of thought one can use exact, appropriate and specific words to express oneself. 5. Concreteness – Concreteness in communication implies being particular and clear rather than fuzzy and general. One should be specific in terms of quoting figures and facts as it makes communication effective and trustworthy and there is less chance of the message being misinterpreted. 6. Courtesy – Courtesy in communication implies that the sender should respect the receiver/s in terms of being polite, judicious, reflective and enthusiastic. It creates a positive atmosphere for communication and leads to effective communication. 7. Correctness – Correctness in communication implies that there are no grammatical errors, no dubiousness in facts and figures. Correctness in communication builds up trust between the sender and the receiver and makes communication effective. Check Your Progress 1. Explain in brief the 7 C’s of effective communication. 1.10 Exercise Read the passage carefully and answer the questions below: From A Long Walk for Bina, by Ruskin Bond Bina had been going to school in her own village of Koli, on the other side of the moun- tain. But it had been a Primary School, finishing at Class Five. Now, in order to study in the Sixth, she would have to walk several miles every day to Nauti, where there was a High School going up to the Eighth. It has been decided that Sonu, her younger brother, would also shift to the new school, to give Bina company. Prakash, their neighbour in Koli, was already a pupil at the Nauti School. The children spoke often about the fun they would have walking to and fro. Pranab has mischievous nature, which sometimes got him into trouble, had resulted in his having to repeat a year. But this didn’t seem to bother him. ‘What’s the hurry?’ he shrugged as he spoke, his tone careless and carefree. He had told his indignant parents, ‘You’re not sending me to a foreign land when I finish school. And our cows aren’t 18 PAGE © Department of Distance & Continuing Education, Campus of Open Learning, School of Open Learning, University of Delhi Communication in Everyday Life.indd 18 01-Oct-24 1:14:28 PM  Theory of Communication: An Introduction running away, are they?’ They are still angry about what he had said, but his voice rose in amusement as he told Bina about the conversation. ‘You would prefer to look after the cows, wouldn’t you?’ asked Bina seriously, with con- cern in her eyes, as they got up to continue their walk. “Oh, school’s all right. But there’s more to life … Hey! Do you know, there’s a new teacher this year, Miss Ramola. She’s very young, they say, just out of college. Everyone in school is talking about her – I wonder what she’ll be like.” Bina looked up, excited at this new piece of information. Her eyes shone as she thought about all the questions she wanted to ask, all the new things she might learn. Bina walked faster and Sonu had some trouble keeping with them. She took his hand and helped him along, walking close to him, her hand on his shoulder often. She was thrilled about the new school and the prospect of different surroundings. She had seldom been outside her own village, with its small school and single ration shop. The day’s routine never varied – helping her mother in the fields or with household task like fetching water from the spring or cutting grass and fodder for the cattle. Her father, who was a soldier, was away for nine months in the year and Sonu was still too small for the heavier tasks. As they neared Nauti village, they were joined by other children coming from different directions. Even where there were no major roads, the mountains were full of little lanes and short cuts. Like a game of snakes and ladders, these narrow paths zigzagged around the hills and villages, cutting through fields and crossing narrow ravines until they came together to form a fairly busy road along which mules, cattle and goats joined the throng. (a) Find examples of non-verbal communication in the passage. (b) Find examples of effective communication by the pitch of the voice in this speech. (c) Where do we find feedback to the speech in this passage? What is the feedback? (d) Listening is as important as speaking. List examples from the above passage to show that the children are alert listeners. (e) Define ‘Grapevine’ and locate relevant example(s) in the passage. (f) Define ‘Social Space’ and locate relevant example(s) in the passage. (g) Semantic noise is defined as barrier that is generated within a message, and is caused by factors such as limited vocabulary, cultural differences, and blocked categories. Find an example of semantic noise in the passage and explain why you think it occurs here. PAGE 19 © Department of Distance & Continuing Education, Campus of Open Learning, School of Open Learning, University of Delhi Communication in Everyday Life.indd 19 01-Oct-24 1:14:28 PM  Communication in Everyday Life (h) The 7 Cs of effective communication are Completeness, Conciseness, Consideration, Clarity, Concreteness, Courtesy and Corrrectness. Find examples of any three of these in the passage above. 1.11 Further Readings ‹ ‹Malhotra Prerna, Deb Dulal Halder, (2019) Communication Skills: Theory and Practice, Eighth Edition, Book Age Publications, New Delhi. ‹ ‹Halder, Deb Dulal, Anjana Neira Dev, Prerna Malhotra, (2012) Technical Writing: Theory and Practice, Book Age Publications, New Delhi. ‹ ‹Kaul, Asha, (2012) Effective Business Communication, PHI Learning Private Limited, New Delhi. 20 PAGE © Department of Distance & Continuing Education, Campus of Open Learning, School of Open Learning, University of Delhi Communication in Everyday Life.indd 20 01-Oct-24 1:14:28 PM  U N I T II Listening Skills Dikshya Samantarai Structure 2.1 Learning Objectives 2.2 Introduction-Listening 2.2.1 Netiquettes 2.2.2 Audio-Book Listening 2.2.3 Note-taking 2.1 Learning Objectives This lesson will enable you to understand: ‹ ‹The importance of listening and the various kinds of listening ‹ ‹How listening contributes to effective communication ‹ ‹Netiquettes ‹ ‹Audio-book listening and its benefits ‹ ‹The why and how of note-taking 2.2 Introduction-Listening Speaking well is important, but being a good listener is even more important. Listening is different from just hearing. Listening is more than hearing. Hearing is simply the physical act of gathering multiple sound signals. It happens involuntarily. But listening includes analysing, interpreting, assessing and feedback which is voluntary. We can say that while hearing is just a passive process, listening is an active process. We hear lots of different sounds all around us (honking, birds chirping, people chat- ting), but we don’t always try to understand what all these sounds mean. We only really pay attention to certain sounds that are important to us (lectures, class announcements). Listening carefully is very important because it’s the first step to becoming a better com- municator. When you listen carefully, you show the other person that you are taking them seriously and that what they have to say matters to you. PAGE 21 © Department of Distance & Continuing Education, Campus of Open Learning, School of Open Learning, University of Delhi Communication in Everyday Life.indd 21 01-Oct-24 1:14:28 PM  Communication in Everyday Life There are many kinds of listening – Evaluative listening is a type of listening where you carefully assess what you’re hearing. Imagine you’re at a Board meeting and the directors are there. They’re listening to someone present an argument or a proposal. As they listen, they’re not just taking in the information; they’re thinking about it critically. They’re weighing the pros and cons, considering the implications, and deciding whether they agree or disagree with what’s be- ing said. This kind of listening is important because it helps the directors make informed decisions for the company. Discriminative listening is when you’re able to focus on one particular sound or voice among many. Picture this: It’s the Annual Dinner of a company, and the Director is mingling and talking to the staff. The room is buzzing with conversations. Some staff members are tuned into what the Director is saying, hanging on every word, while others might be caught up in their own chats. Those who are focusing on the Director’s words, picking his voice out from the noise, are engaging in discriminative listening. This skill allows them to concentrate on the message that’s important to them at that moment. Appreciative listening happens when you listen with enjoyment or pleasure. For in- stance, someone is presenting the financial report of a company, and it’s good news. The people in the room are showing their approval and pleasure by nodding their heads and smiling. They’re listening in a way that shows they value and enjoy what they’re hear- ing. This positive feedback can be encouraging for the speaker and creates a supportive atmosphere. Emphatic listening, or empathetic listening, is when you listen with understanding and sensitivity to the speaker’s feelings or situation. Let’s say there’s a negotiation hap- pening, and one party is explaining their perspective or problem. The other party listens with a sense of compassion, trying to understand where the speaker is coming from and what they’re feeling. This kind of listening is about connecting with the speaker on an emotional level and acknowledging their experience. It’s a powerful way to build trust and rapport between people. Check Your Progress 1. Why is listening considered more important than just hearing? 2. What are the different kinds of listening mentioned in the text, and how do they contribute to effective communication? 22 PAGE © Department of Distance & Continuing Education, Campus of Open Learning, School of Open Learning, University of Delhi Communication in Everyday Life.indd 22 01-Oct-24 1:14:28 PM  Listening Skills 2.2.1 Netiquettes Definition: Netiquette is a blend of the words “internet” and “etiquette,” and it refers to the polite ways to interact online. Netiquette is all about being polite and respectful when you’re online. It’s like using good manners when you’re emailing, chatting, or posting on the internet. Just as you’d follow certain rules to be nice in person, netiquette helps everyone get along better online. It makes sure people can talk smoothly without causing problems or arguments. These guidelines aren’t laws, but they’re suggestions for how to behave nicely. Netiquette is especially important when you’re talking to people you don’t know on the internet. The specific do’s and don’ts can change depending on where you are online and who you’re with. Different online groups might have their own specific rules, and these can change as new technology comes out. But there are some basic tips for good behavior that apply no matter where you are on the internet. Usually, the people who run a web- site or chat app will tell you what’s expected and keep an eye out for anyone breaking these basic rules, and they might take action if someone does. For example, there are options for blocking a user or reporting a user if they have done something inappropriate on social media. ‹ ‹Lurking: It means staying in the shadows. When you just read what others post in a group without joining in, you’re staying in the shadows. It’s like being a quiet watcher. It’s good to know what a group is like before you jump in, so hanging back and watching at first can help. ‹ ‹Check the common questions. FAQ means a list of questions that a lot of new people ask, with the answers too. Looking at these before you post can stop you from asking something that’s already been covered, which can annoy others. ‹ ‹Think of the person. When we talk through computers, it’s easy to forget there’s a real person on the other side. People might say things more sharply than they would in person. It’s important to remember there’s a real person with real feelings at the other end. ‹ ‹Don’t get into arguments. A ‘flame’ is when someone sends a really harsh message or criticism. It’s best not to start or get involved in these. Treat people how you want to be treated, and avoid swearing. Keeping a calm tone and being polite is the way to go. ‹ ‹Don’t yell. Writing in ALL CAPS is like yelling, and that’s not polite. If you want to stress something, you can use _underscores_ or *asterisks* instead of caps. PAGE 23 © Department of Distance & Continuing Education, Campus of Open Learning, School of Open Learning, University of Delhi Communication in Everyday Life.indd 23 01-Oct-24 1:14:28 PM  Communication in Everyday Life ‹ ‹Do not use it as a shortcut: Online groups have lots of information, but they shouldn’t be the first place you go for help with schoolwork or other kinds of research. Try to look things up yourself first, like at the library or books or scholarly websites first. ‹ ‹Write carefully: When you write messages, use good grammar, check your spelling, and punctuate properly. Make your messages easy to read, to the point, and well- structured. People are more likely to respond to a message that’s well put together. ‹ ‹Online hate speech is a big problem, especially on social media. It often targets minorities and vulnerable people. If you see hate comments, report them to the site. You can report posts on social media. Companies should remove illegal content within a day. You can also talk to the person posting hate. Ask for proof and stand against hate. Keep things positive and don’t hate back, or you could get in trouble. ‹ ‹Respect others’ privacy both online and at work. Don’t share information without permission from the person who gave it to you. When emailing many people, use BCC (blind carbon copy) instead of CC (carbon copy) to keep everyone’s email address private. Also, get consent from all people in a photo or video before posting it. Always be yourself when you’re writing comments or talking to others on the internet. Hiding who you are is a big problem online these days. Check Your Progress 1. What does the term “Netiquette” mean, and why is it important in online interactions? 2. What is a “flame,” and why is it advised to avoid starting or getting involved in arguments online? 3. Why is it emphasized to be yourself when interacting on the internet, and what issues can arise from hiding one’s identity online? 2.2.2 Audio-Book Listening In the contemporary era, characterized by its rapid pace and the constant demand for efficiency, individuals are finding it ever more challenging to carve out moments for the leisurely activity of reading. Specifically, for students of the 21st century, the task of cultivating a consistent reading habit that extends beyond the mandatory reading materials prescribed by their academic syllabi is a formidable challenge. In this context, the advent of audio-books emerges as a significant boon. The trend towards audio books, alongside the similar rise in popularity of podcasts, has been on an upward trajectory in recent years. A growing number of students are expressing a preference for auditory learning modalities, opting to absorb knowledge through listening, which stands in contrast to the 24 PAGE © Department of Distance & Continuing Education, Campus of Open Learning, School of Open Learning, University of Delhi Communication in Everyday Life.indd 24 01-Oct-24 1:14:28 PM  Listening Skills traditional method of learning through the active process of reading text. Here are some of the benefits of audio-book listening: 1. Audiobooks are good for your mind and body. They can make people feel better, especially if they have mental health problems like depression or anxiety. Listening to a book instead of reading it can also be easier on your eyes, preventing headaches and eye strain. 2. Listening to an audiobook might improve your sleep. It’s easier on your eyes compared to reading a printed book because you don’t have to keep them open. The narrator’s calm voice can also help you drift off to sleep more easily. 3. Listening to audiobooks is just as good as reading them. Many people enjoy reading, but listening to books can be just as rewarding. You can discover new writers, learn new words, and get lost in a great story with both formats. Plus, listening to a book you’ve already read might help you catch details you missed before. 4. Listening to audiobooks gives you the freedom to multitask. Reading a traditional book means you’re tied up with holding and flipping through the pages, which isn’t possible if you’re trying to exercise or travel. But with an audiobook, you can listen while you’re doing other things like cleaning or commuting to work or college. This way, you can enjoy books without it taking up all your time. 5. Listening to audiobooks helps you get better at speaking a new language. By hearing how others talk, you catch details you’d miss in a book. Audiobooks let you learn another language in a more natural way. You can even try talking along with the pauses in the story. 6. Audiobooks can help you concentrate better. Many people want to stay focused for longer, but it’s tough because our attention spans are getting shorter. When you listen to audiobooks, you’re training your brain to keep paying attention for more time. This can make it easier to stay focused on other things later on, like in college or at your job. This is especially useful for people who have a hard time concentrating and need more practice. 7. Listening to audiobooks can boost your reading abilities. When you’re part of a book club, you work on these skills, and audiobooks can make a big difference. They can help you catch parts of the story you might miss when reading. The way the narrator speaks can lead you through the story and show you things you might not notice on your own. Audiobooks are a great tool to get better at understanding what you read. PAGE 25 © Department of Distance & Continuing Education, Campus of Open Learning, School of Open Learning, University of Delhi Communication in Everyday Life.indd 25 01-Oct-24 1:14:28 PM  Communication in Everyday Life 8. Audio books serve as an exceptional alternative for individuals who have disabilities. They are particularly beneficial for those who may be experiencing any form of visual impairment, whether partial or complete blindness, as well as for individuals who have learning disabilities that make reading traditional printed text challenging. Additionally, audio books are advantageous for persons who have sustained injuries to their spine or nervous system, which might impede their ability to hold and manipulate physical books. These audio formats provide an accessible and convenient means for enjoying literature and information without the need for visual engagement or physical handling of materials. Check Your Progress 1. What benefits do audiobooks offer for mental health? 2. How can audiobooks help improve concentration and reading abilities? 3. Why are audiobooks considered an exceptional alternative for individuals with disabilities? 2.2.3 Note-taking Note-taking means writing down the main ideas when you are looking at something you want to learn from. This could be when you’re listening to a teacher, reading books or papers, or trying to figure out what an article is saying. It can be hard sometimes, like when you’re trying to write notes during a talk quickly or when many people are talking at the same time in a meeting or during a speech. It’s tough when someone speaks fast and you’re trying to write what they say because they might speak faster than you can write. Writing your thoughts as notes is very important because it helps you do better in school and at your job. Think about when you have a subject you want to learn about and write about. As you look for information, you find lots of it. Some information is useful, some is very important, some you don’t need, and some you can just ignore. If you try to keep all that information in your head without writing it down, you might forget some of the main ideas or arguments. It’s a good idea to take notes so you can use them later when you’re writing something, studying for a test, or when you need to remember a detail. Taking notes is a key part of English classes because it helps with your writing. Things to Keep in Mind while taking notes The Why part of it: a) Taking notes helps you grasp a text or lecture more thoroughly. It allows you to pinpoint specific themes and recurring elements. 26 PAGE © Department of Distance & Continuing Education, Campus of Open Learning, School of Open Learning, University of Delhi Communication in Everyday Life.indd 26 01-Oct-24 1:14:28 PM  Listening Skills b) Notes also serve as a handy reference for later, such as when you’re preparing for a test. They can make studying more efficient by highlighting important information and clarifying complex ideas. c) In today’s world, we have access to a vast amount of information on any subject due to digital media. It’s important to take notes while reading to remember the details later. If we don’t, we’re likely to forget much of what we’ve learned. d) In a professional environment, you have to create Minutes of meetings (Meeting minutes are a written record of what happens during a meeting, including the main points talked about, any decisions or votes made, and the tasks people plan to do), taking the personal notes helps while creating the final Minute. What to include: a) The extremely relevant points and key phrases/words. b) The notes need to have a balanced length and should use only the necessary number of words. If they are too detailed and long, there’s a chance that much of the information won’t be used, which can lead to uncertainty about what should be kept and what should be left out. On the other hand, if the notes are too short, then you can lose out on crucial information. Hence, you should be carefully selective while choosing how you formulate your notes. c) Taking notes helps someone pick out the important points from their reading. It lets them ignore the parts that aren’t very helpful. The How part of It: a) When you take notes, start by reading the material carefully to grasp the main points and arguments. Then, write a brief, clear title that captures the essence of the text and sparks interest. Place this title in the centre at the top of your page. b) Below the title, list subheadings for related ideas that expand on the main point. These subheadings help organize your thoughts and show how they connect to the main idea. c) For each subheading, jot down supporting points. These can be arguments, examples, or details that relate to the subheading. Arrange these points neatly, using numbers or bullet points to make them easy to follow. d) Remember, when making notes, you don’t need to write full sentences. Just use keywords that will help you remember the content. Abbreviations should be used as much as possible (and a list of abbreviations should be provided at the end of Note-Making for other readers) PAGE 27 © Department of Distance & Continuing Education, Campus of Open Learning, School of Open Learning, University of Delhi Communication in Everyday Life.indd 27 01-Oct-24 1:14:28 PM  Communication in Everyday Life Abbreviations Some Popular and Standard Abbreviations: a. Capitalized First Letters of Words - NATO (North Atlantic Treaty Organization), UNESCO (United Nations Educational, Scientific and Cultural Organization), ISRO (Indian Space Research Organisation), UGC (University Grants Commission) etc. b. Common Abbreviations - RSVP (Répondez s’il vous plaît), ASAP (As Soon As Possible), DIY (Do It Yourself), FAQ (Frequently Asked Questions), etc. c. Abbreviations for Titles and Salutations - Prof. (Professor), Sgt. (Sergeant), Rev. (Reverend), Hon. (Honorable), etc. d. Common Symbols - ™ (trademark), © (copyright), ≠ (not equal), ∞ (infinity), % (per cent), etc. e. Measurements and Figures - 50°C (degrees Celsius), 75 mph (miles per hour), $500 (five hundred dollars), 2.5 kgs (kilograms), 2:1 (two to one ratio), etc. Creating Personal Abbreviations: We often create our own abbreviations, especially in casual communication like WhatsApp messages which can be used while making notes for personal use as well. Some examples include: msg (message), wknd (weekend) fav (favourite), bday (birthday), gr8 (great) You can make notes in whatever way works best for you. There’s a suggested format that many might find easy to use, but it’s okay to change it to fit personal needs and likes. Heading:............ Point 1.................... 1.a Sub-point.............. 1.b Sub-point................... Point 2................. 2.a Sub-point............... 2.b Sub-point............... Abbr. used 28 PAGE © Department of Distance & Continuing Education, Campus of Open Learning, School of Open Learning, University of Delhi Communication in Everyday Life.indd 28 01-Oct-24 1:14:28 PM  Listening Skills Check Your Progress 1. How does note-making aid in remembering details and main ideas from various sources? 2. What are the recommended inclusions when taking notes? 3. How should abbreviations be utilized in note-making? 4. Can you create your own abbreviations, and when might they be useful in note- making? PAGE 29 © Department of Distance & Continuing Education, Campus of Open Learning, School of Open Learning, University of Delhi Communication in Everyday Life.indd 29 01-Oct-24 1:14:28 PM  U N I T III Speaking Skills Deb Dulal Halder Structure 3.1 Introduction 3.2 Learning Objectives 3.3 Features of Oral Communication 3.4 Monologue and Dialogue 3.5 Group Discussions 3.6 Facing Interviews 3.7 Public Speech/Presentation 3.8 Further Readings 3.1 Introduction We communicate orally all the time along with some nonverbal cues, unlike written com- munication for which one needs to be literate. Literacy is a prerequisite for writing (though if paintings and carvings are taken to be writing, then it is not so), but each one of us are born with LAD (Language Acquisition Device) which makes us acquire language and use it orally. Whereas for writing one needs to put in conscious effort; but for acquiring the first language (usually one’s mother tongue), we do not need to put in any such conscious effort; as we learn our mother tongue quite instinctively. Some forms of Oral Communication ‹ ‹Face-to-face conversation ‹ ‹Telephonic conversation ‹ ‹Meetings ‹ ‹Seminars ‹ ‹Conferences ‹ ‹Dictation ‹ ‹Presentations ‹ ‹Group discussions ‹ ‹Interviews (employment, press) ‹ ‹Video-conferences ‹ ‹Chit-chats 30 PAGE © Department of Distance & Continuing Education, Campus of Open Learning, School of Open Learning, University of Delhi Communication in Everyday Life.indd 30 01-Oct-24 1:14:28 PM  Speaking Skills Though oral communication has been one of the most used means of communication; but it is not true that oral communication is always informal. Often oral communication is formal – such as public speech, interview, presentation, group discussion, etc. which are as formal as written communication. Though at the same time, it can also be said that written communication sometimes is not so formal, such as when you write messages in WhatsApp or when you wrote some posts in Facebook or make others posts in Social Media sites. In this chapter we will focus on the formal oral communication though before doing so let us focus on the general features of speech or oral communication. Again, parts of this chapter are taken from the book Communication Skills: Theory and Practice. This Unit has shortened the chapters and it is advised that you consult the book to have an enhanced understanding of the different oral communication needs and practices. 3.2 Learning Objectives This unit deals exclusively with Oral communication which by its very definition is meant for practice. It will help you in preparing for oral presentations, group discussions, inter- views etc. The following topics have been dealt with in this unit: ‹ ‹Oral Communication – its strengths and weaknesses ‹ ‹Monologues and Dialogues ‹ ‹Participating in Group Discussions ‹ ‹Facing Interviews ‹ ‹Giving Public Speech/Presentations 3.3 Features of Oral Communication Before going further in our understanding of what is Oral communication, It is essential that we understand the specific features of Oral Communication so as to make ourselves thorough with our understanding of Oral Communication. ‹ ‹Oral Communication is mostly spontaneous, though there are oral communications that are well thought out. It is a saying that one should think before speaking. But if one thinks too much then s/he will not be able to speak at all. Therefore, there is a need to strike a balance between spontaneity and planning. Most good speakers plan their speeches and yet they appear to be spontaneous in their speech. ‹ ‹As Oral Communication is mostly spontaneous, therefore it has its corollary effects such as– the communication is faster and dynamic; and feedback instant in comparison to written communication. PAGE 31 © Department of Distance & Continuing Education, Campus of Open Learning, School of Open Learning, University of Delhi Communication in Everyday Life.indd 31 01-Oct-24 1:14:28 PM  Communication in Everyday Life ‹ ‹As there is a pressure of thinking faster in Oral Communication therefore there are lots of hesitations, fillers and repetitions. There are lots of “ummm” and “eerrr” sounds between words and sentences spoken (Non-fluencies). Often we repeat words and clauses while communicating orally as it gives us time to organize our thoughts. ‹ ‹No two persons speak a language in the same way. Oral Communication or Speech varies across gender, class, region, economic and educational background, etc. Moreover, the same person does not always speak in the same way. With different people and differing circumstances, the speech of a person varies as s/he adapts to the situation and modifies her/his speech. ‹ ‹Oral communication is usually thought to be casual or informal in the sense that most casual communication happens in the oral mode. In that sense, Oral Communication or speech is very significant in forming interpersonal relationships. In other words, it serves the phatic function in terms of chit-chats, casual conversations, etc. ‹ ‹Oral communication or speech is loosely structured in the sense that while speaking we do not tend to follow the grammatical rules all the time as the main objective of oral communication is no to present the thoughts in a structural and grammatical way, but to put across the information, idea, emotion of the speaker to the listener in an effective way so that it is easily understood by the listener(s). ‹ ‹In speech or oral communication, the non-verbal cues are very significant. The meaning of what we say also depends on the tone, pitch, rhythm, tempo, volume, gestures, postures and other body movements accompanying speech. These non- verbal elements become significant in adding meaning to the words that we speak. ‹ ‹It is a great advantage of oral communication that the listener can interrupt, if