MID-I MATERIAL

Communication is as old as human civilization. The common need for protection led to group life. As group life
developed, forms of communication also developed. Communication was in the forms of codes, indications,
signals, and expressions.

The term communication has been derived from the Latin word, ‘communis’, which means common.
Communication means, to tell, show, spread information, and inform. The term communication is used to signify
the process of transferring ideas or receiving them by any means such as word of mouth, telephone, telegram, letter,
message, etc. Thus, communication stands for sharing of information, imparting or conveying ideas and
knowledge.
Communication cannot take place without two parties – the receiver and the sender. The information which is sent
by the sender must be understandable to the receiver.

Newman and Summer- “Communication is an exchange of facts, ideas, opinions or emotions by two or more
persons.”

Question: What are the means of communication?

Question:What are the objectives of communication?

Objectives
The primary objective of communication in management is to convey information—instructions, policies,
procedures, decisions, etc., so the listener will hear, read, understand what is said, agree and accept the message,
and react as intended by the manager or sender of the communication.
There are many objectives of communication. They are
Stronger Decision Making
Increased Productivity
Steadier Workflow
Enhanced Professional Image
Clearer Promotional Material
Provide Advice
Provide Order
➢ Suggestion
➢ Persuasion
➢ Education
➢ Warning
➢ Raising Morale & Motivation
➢ To Give & Receive information
➢ To Provide Counseling
➢ To Improve Discipline
The purposes of business communication

➢ Warning and notice

➢ Counselling
➢ directing the sub-ordinates
➢ Soliciting suggesting
➢ Persuading
➢ Motivating employees
➢ Meaning coordination and co-operation
➢ Advising
➢ Exchange of information
➢ Formulation and execution of plans
 ➢ Developing industrial relations
➢ Raising morale

List few characteristics of communication.

Communication – Characteristics
The characteristics of communication are as follows:

(i) At least two persons – Communication involves at least two persons—the sender and the receiver. The
sender sends the message and the receiver receives the message. There is an exchange of information between
two or more persons.
(ii) Two-way process – Communication is essentially a two-way process. It does not merely mean sending and
receiving messages. It is not complete unless and until the message has been understood by the receiver in the
same sense.
(iii) Form of communication – Communication may take several forms, e.g., order, instruction, report, queries,
etc. It may be verbal or written. It may be formal or informal.
(iv) Scope – Communication is present in all human relationships. It is essential in all types of organizations
and at all levels of management. It has a very wide scope.
(v) Dynamic process – Communication is influenced by the mood and thinking of the sender and receiver. It
keeps on changing depending upon the Level of understanding of the sender and receiver.
(vi) Goal-oriented – Communication is goal-oriented and is effective only when there is a congruence of goals
of the sender and the receiver.
(vii) Interdisciplinary – Communication derives knowledge from several sciences like anthropology (the study
of body language), sociology (the study of human behavior), psychology (the study of a human), etc. The
linking between these sciences makes communication effective.

(viii) Interpersonal relations – The main purpose of communication is to influence the human behavior which
creates interpersonal relations.
(ix) Circular process – There is a circular flow of information in the communication process. After the
feedback, the receiver of the original message is required to transmit another message. The response indicates
the success of the communication.

Question:Define communication and its process. or what are the elements of communication?

Question:What is the purpose and process of communication?(objectives )

Elements of Communication Process:

The communication is a dynamic process that begins with the conceptualizing of ideas by the sender who then
transmits the message through a channel to the receiver, who in turn gives the feedback in the form of some
message or signal within the given time frame. Thus, there are Seven major elements of communication process:

THE COMMUNICATION PROCESS

The communication process has the following components:

1. Sender or communicator – Sender is an employee with ideas, intentions, information, and a purpose for
communicating. He is the source or initiator of the communication. He has something with a meaning to
communicate. Communication begins when a sender identifies the need to send a message based on certain
reasons.

Message – The sender encodes meaning into a message that can be transmitted. The message represents the
meaning, the source is trying to convey.

Encoding – The function of encoding is to provide a form in which ideas and purpose can be expressed as a
message. The result of the encoding process is the message. Encoding involves translating the sender’s intent or
ideas into a systematic set of symbols or gestures.

Question:What do you mean by media or channel of communication?

4. Channel or medium – A medium serves as the means of communication whereas a channel refers to the
means of transmission of a message between the sender and the receiver.
A medium, which is an abstraction, can be oral, written, or non-verbal. Channel, on the other hand, is concrete
and could be a letter, a report, a book, a memorandum, fax, an email, the television, the telephone, etc.
A sender conveys his/her message to the receiver by some medium (oral, written, or non-veRBAL)

5. Receiver – The receiver is the individual whose senses perceive the sender’s message. There may be one or
many receivers. If the message does not reach the receiver, communication is not completed.

6. Decoding – Decoding is the process by which the receiver interprets the message and translates it into
meaningful information. Decoding is a two-step process – (a) the receiver must first perceive the message, and (b)
the receiver must then interpret it. The decoding process is very much affected by some factors such as the
receiver’s need, status, experience, situational factors, etc.

7. Communication noise – In communication, noise can be thought of as those factors that disturb or distort the
intended message. Noise may occur in each of the elements of communication. “Noise” hinders communication.
It includes the following factors:
(a) Factors that hinder the development of clear thought.
(b) Faulty encoding due to ambiguous symbols.
(c) Defects in the channel.
(d) Inattentive reception.
(e) Faulty decoding due to prejudices, wrong understanding, personal outlook, the wrong meaning of words and
symbols.
Noise can result in miscommunication. Hence the important point is to realize all these possibilities of noise and to
minimize them.
8. Feedback – A feedback provides a link or channel for the communicator to know the receiver’s response and to
determine whether the message has been received and has produced the intended change.

Feedback may come in many ways. In face-to-face communication, feedback comes through the facial expressions
of the receiver. Some indirect means of feedback are such factors as declines in productivity, poor quality of
production, lack of coordination, absenteeism, etc. Feedback may cause the sender to modify his future
communication.

QUESTION:Explain different kinds of communication. or what are the different types of communication?

FORMS OF COMMUNICATION:

There are several types of communication in our practical life. It depends on an organizational pattern; parties of
organization involved; several workers, the pattern of activating, etc. the types of communication are shown below
in a diagram:
A. Based on parties
1. External communication: External communication is the process of exchanging information with the people of
various external or outside parties of the organization. Generally, these parties are a stakeholder of the organization.
2. Internal communication: Internal communication is the process of exchanging information among people of
different levels or internal participants within the organization.

(i) Horizontal communication: Horizontal communication is the communication where information or messages
flows between or among the parallel or same level or statuses people of the organizational structure. (ii) Vertical
communication: Vertical communication is the communication where information or messages flows between or
among the subordinates and superiors of the organization.
(i) Downward communication: Downward communication is the communication where information or messages
flows from the top of the organizational structure from the bottom of the organizational structure.
(ii) Upward communication: Upward communication is the communication where information or messages flows
from the down/bottom of the organizational structure to the top of the organizational structure.
(iii) Cross or diagonal communication: Diagonal or cross-communication occurs when information flows
between persons at different levels who have no direct reporting relationship. It is used to speed information flow,
to improve understanding to coordination etc. for the achievement of the organization.
B. Based on formality
Formal communication: Formal communication is the process of exchanging information by following the
prescribed or official rules, procedures, systems formalities, chain of command etc. in the organizational structure.
Informal communication: Informal communication is the process of spontaneous exchange of information
among various people of different status in the organizational structure.

C. Based on media
Written communication: Written communication is the process of communication in which messages or
information is exchanged or communicated within sender and receiver through written form.
Oral or verbal communication: Oral or verbal communication is the process of communication in which
messages or information is exchanged or communicated within sender and receiver through using any spoken or
written word.
Non-verbal communication: Non-verbal communication is the process of communication in which messages or
information is exchanged or communicated within sender and receiver through without using any spoken or written
word.

D. Others
Mass communication: Mass communication is a process of transmitting information, thoughts, opinions or
attitude through specific channel or media to a large number of heterogeneous audiences.
Personal communication: When people exchanged information related to their personal life or personal affair is
known as personal communication.
Interpersonal communication: Interpersonal communication occurs when two individuals are involved or
exchanging information, ideas, opinions, feelings relating to the personal, social, organizational, national and
international matter who are located in the same place. It is a process of face-to-face communication between
individuals where messages may be verbal (that is, expressed in words) or they may not involve words at all but
consist of gestures, facial expressions, and certain postures (body language)

1. Verbal Communication: The communication happens through verbally, vocally or through written words
which express or convey the message to other is called verbal communication.
Example: Baby crying (vocal) is verbal communication which express the hungry or pain through vocally.
Verbal communication has classified into two types:
A . Oral Communication B. Written Communication.
Apart from oral and written, verbal communication is also has following types:
a. Public Communication, c. Intrapersonal Communication
b. Small Group Communication d. Interpersonal Communication

TYPES OF VERBAL COMMUNICATION

A. Oral Communication: A communication which happens through word of mouth, spoken

Words, conversations and also any messages or information are shared or exchanged between one another through
speech or word of mouth is called oral communication.
Example: Public speech, News reading, Television, Radio, telephone and mobile conversations.
B. Written Communication: A communication happens through any word written or often
written sign which refers the languages uses in any medium is called written communication.
Example: Simply any hand written, typed, Newspaper, printed word documents, letters, books
and magazines.
There are also other four types of verbal communication, which are listed below:
A. Public Communication: The public communication is defined as the communication of a person with the
public. It involves a massive assembly of people. For example, the Prime Minister addressing the public about the
multiple developing projects; Other examples include elections, campaigns, public speeches, etc.
B. Small-Group Communication: The small group communication is defined as communication within two or
more people. The number of people participating in such communication is enough to have a good interaction with
each other; For example, school meetings, board meetings, press conferences, office meetings, team meetings,
family gatherings, etc.
Question:Differentiate between interpersonal and intrapersonal communication.

C. Intrapersonal Communication: Intrapersonal communication is communication within us. It is also called as

internal communication. It includes self-thinking, analysis, thoughts, assessments, etc. associated with the inner
state of mind.
The person's internal thoughts or feelings play a vital role in intrapersonal communication. It also includes various
activities, such as solo speaking, solo writing, solo dancing, concentration, and self-awareness.
D. Interpersonal Communication: Interpersonal communication is the communication between us and others
over the channel. The communication can be online, face-to-face, video conference on mobile, etc.
Interpersonal skills are essential, whether we are a manager, employee, or looking for work. Such skills are also
known as soft skills that determine how well a person can communicate, behave, and relate to others.

Question:What is non verbal communication?

2. Non-Verbal Communication: Any communication without word of mouth, spoken words,

Conversation and written languages are called Non-Verbal Communication. It happens through
Signs, symbols, colors, gestures, body language or any facial expressions are known as non-verbal communication.
Examples: Traffic signals are one of the best examples for non-verbal communication.
TYPES OF NONVERBAL COMMUNICATION
1. Kinesics
Body Movements
Gestures and Body Stance
Facial Expressions
Eyes Movements
2. Proxemics
3. Haptics
4. Chronemics
5. Paralanguage
6. Appearance
7. Artifacts
8. Environment

Question:What are the different types of body language?/ What is kinesics? Give examples.

1. KINESICS:
a. Body language is a type of a nonverbal communication in which physical behaviors are used to express or
convey the information. Such behavior includes facial expressions, body posture, gestures, eye movement, touch
and the use of space. Interpretations of human body language. It is also known as kinesics.
b. Facial expression is a part of body language and the expression of emotions such as the movement of the eyes,
eyebrows, lips, nose and cheeks. The face displays numerous emotions such as: Happiness, Surprise, Disgust,
Anger, Sadness, etc...

c. Head and neck signals: The body language of the head should be considered in conjunction with that of the
neck. Body language conveyed by the head and neck involves various ranges of movement. Nodding of the head is
generally considered as a sign of saying 'yes'. Shaking the head is usually interpreted as meaning 'no'.

d. Body postures: Emotions can also be detected through body postures. For example, a person feeling angry
would portray dominance over the other, and their posture would display approach tendencies. Sitting or standing
postures also indicate one's emotions. A person sitting till the back of their chair, leans forward with their head
nodding along with the discussion implies that they are open, relaxed and generally ready to listen. On the other
hand, a person who has their legs and arms crossed with the foot kicking slightly implies that they are feeling
impatient and emotionally detached from the discussion

e. Gestures - Gestures are movements made with body parts (example hands, arms, fingers, head, legs) and they
may be voluntary or involuntary. Different hand gestures help emphasize meanings and regulate interaction
between or among participants.
For Example: Relaxed hands indicate confidence and self-assurance, while clenched hands may be interpreted as
signs of stress or anger. If a person is wringing their hands, this demonstrates nervousness and anxiety.

f. Oculesics - Oculesics, a subcategory of body language, is the study of eye movement, eye behavior, gaze, and
eye-related nonverbal communication. Eyes are said to be the window to the soul. - Through eye contact, one can
tell if the other party is paying attention to the speaker’s words. - It can also help in determining whether one is
saying the truth or not. - Through eye contact we can be able to know one’s emotional condition.

Question:What is proxemics?

2. PROXEMICS-
Another notable area in the nonverbal world of body language is that of spatial relationships, which is also known
as Proxemics. Introduced by Edward T. Hall in 1966, Proxemics is the study of measurable distances between
people as they interact with one another.
Hall also came up with four distinct zones in which most men operate:
Intimate distance for embracing, touching or whispering
Personal distance for interactions among good friends or family members
Social distance for interactions among acquaintances
Public Distance used for public speaking.

Question:What is haptics. Define few.

3. HAPTICS(Touch)-
It is a subcategory of Body Language, and the study of touching as such, handshakes, holding hands, back slapping,
high fives, brushing up against someone or patting someone all have meaning. Touching is the most developed
sense at birth and formulates our initial views of the world. Touching can be used to sooth, for amusement during
play, to flirt, to express power and maintain bonds between people, such as with baby and mother.

4. CHRONEMICS(Time)–
The use of time in nonverbal communication is formally defined as chronemics. Time perceptions include
punctuality, willingness to wait, and interactions. The use of time can
affect lifestyles, daily agendas, speed of speech, movements and how long people are willing to listen.

Question:What are advantages and limitations of paralanguage.

5. PARALANGUAGE–
The attributes of voice like audibility, pleasantness, distinctness, and correctness in pronunciation, flexibility, etc.
help to shape the meaning in oral communication. - These attributes help in creating meaning. - Paralanguage goes
beyond the linguistic form of an utterance.
Diction, the highness and lowness of tone, intensity, the manner of delivery, rate of speaking, etc. create the
intended meaning of an utterance. - When something is delivered coupled with gestures and facial expressions may
reflect the feeling(s) and/or emotion(s) of the participant in a communicative situation.
6. APPEARANCE-
Personal appearance refers to the way the audiences with their expectations of appropriateness, see and evaluate the
way you look. The ways you look is all about your outward appearance of clothing, grooming, and make-ups.
Physical appearance largely determines attractiveness and those who are attractive are more likely to be considered
as more intelligent, more persuasive, and more likeable than the unattractive ones.
Appearances also include:
*Hairstyles
* Body cleanliness
* Clean Nails
* Shiny shoes
*No tattoos
*Being appropriately dressed

7. ARTIFACTS-
Artifacts are forms of decorative ornamentation that are chosen to represent self-concept. They can include rings
and tattoos, but may also include brand names and logos. From clothes to cars, watches, briefcases, purses, and
even eyeglasses, what we choose to surround ourselves with communicates something about our sense of self. They
may project gender, role or position, class or status, personality, and group membership or affiliation.
8. ENVIRONMENT-
Environment involves the physical and psychological aspects of the communication context. The perception of
one’s environment influences one’s reaction to it. For example, Google is famous for its work environment, with
spaces created for physical activity and even in-house food service around the clock. The expense is no doubt
considerable, but Google’s actions speak volumes. The results produced in the environment, designed to facilitate
creativity, interaction, and collaboration, are worth the effort.

Question:What are the barriers of communication?

BARRIERS TO COMMUNICATION:
The barrier of communication is such a part that you have to keep in mind during every communication. Even after
taking care of every other detail during the conversation, some misunderstandings remain during communication.
Therefore, we must keep in mind some communication barriers to eliminate misunderstandings.
Barriers during communication can be of many types such as linguistic barriers, physical barriers, Personal barriers,
Gender barriers, Emotional barriers, Language Barriers, Status Barriers, Cultural Barriers, Organizational Barriers,
Semantic Barriers, and Inattention Barriers and many more barriers.
1. Physical Barriers: It is also caused by barrier distance. Suppose that the person sending the message is far away
from the recipient. And communication is happening between the two. The barrier arises due to him not being
heard clearly because of far distance.

2. Personal Barriers: The personal factors of both sender and receiver may exert influence on effective
communication. These factors include life experiences, emotions, attitudes, behavior that hinders the ability of a
person to communicate.

3. Gender barriers: Gender barrier is also a type of barrier, such as male and female in an organization, people of
both genders work. Societal stereotypes, assumed gender roles, and interpersonal differences can contribute to a
communication gap between the gender and there is a rift between people due to gender. For Example: Women
are focused on relationships and men are focused on tasks.

4. Emotional Barriers: The emotional barrier changes according to our mood. Emotional barriers are due to
mental limitations created by one’s own self. Emotional Barriers are the mental walls that keep you from openly
communicating your thoughts and feeling to others.

5. Language Barriers: Language barriers are the most common communication barriers which cause
misunderstandings and misinterpretations between people. ... Not using the words that other person understands
makes the communication ineffective and prevents message from being conveyed.

6. Status Barriers: People often have difficulty navigating status differences when trying to inform or persuade
others. To many, social status is an indicator of credibility and legitimacy, and this effects how seriously others take
what one communicates. Status differences can create a bias against those with the perceived lower status.

7.
Cultural Barriers: Past experiences, perception, and cultural background greatly affect the way people talk and
behave. Culture plays an important role in shaping the style of communication. ...
The culture in which individuals are socialized influences the way they communicate, and the way individuals
communicate can change the culture.
8. Organizational Barriers: Inside the organization, there are many things inside which a communication barrier
is created. Just like the policy of the organization, about the rule and regulation of the organization, about the status,
the facility, there are many other things which cause a lot of barriers.
9. Semantic Barriers: Semantic barriers to communication are the symbolic obstacles that distort the sent message
in some other way than intended, making the message difficult to understand. The meaning of words, signs and
symbols might be different from one person to another and the same word might have hundreds of meanings.
10. Inattention barriers: Sometime the persons do not pay adequate attention to the message. They do not listen,
the spoken words attentively. The communication has no impact on those who are unwilling to listen. Inattention
arises due to lack of interest, over stimulation and time pressure.

Question:How to overcome communication barriers?

OVERCOME BARRIERS OF COMMUNICATION

Eliminating differences in perception: Seek clarity: if we are unclear about expectations, assumptions,
preferences or beliefs of another person in an interaction, confusion may arise. The key to overcoming perceptual
barriers is asking questions to gain a sense of clarity and ensure that you and the other person are on the same
page.

Use of Simple Language: Use of simple and clear words should be emphasized. Use of ambiguous words and
jargons should be avoided.

Reduction and elimination of noise levels: Noise is the main communication barrier which must be overcome
on priority basis. It is essential to identify the source of noise and then eliminate that source.

Active Listening: Listen attentively and carefully. There is a difference between “listening” and “hearing”.
Active listening means hearing with proper understanding of the message that is heard. By asking questions the
speaker can ensure whether his/her message is understood or not by the receiver in the same terms as intended by
the speaker.

Emotional State: During communication one should make effective use of body language. He/she should not
show their emotions while communication as the receiver might misinterpret the message being delivered. For
example, if the conveyer of the message is in a bad mood then the receiver might think that the information being
delivered is not good.

Simple Organizational Structure: The organizational structure should not be complex. The number of
hierarchical levels should be optimum. There should be a ideal span of control within the organization. Simpler the
organizational structure, more effective will be the communication.

Avoid Information Overload: The managers should know how to prioritize their work. They should not
overload themselves with the work. They should spend quality time with their subordinates and should listen to
their problems and feedbacks actively.

Give Constructive Feedback: Avoid giving negative feedback. The contents of the feedback might be negative,
but it should be delivered constructively. Constructive feedback will lead to effective communication between the
superior and subordinate.

Proper Media Selection: The managers should properly select the medium of communication. Simple messages
should be conveyed orally, like: face to face interaction or meetings. Use of written means of communication
should be encouraged for delivering complex messages. For significant messages reminders can be given by using
written means of communication such as : Memos, Notices etc.

Flexibility in meeting the targets: For effective communication in an organization the managers should ensure
that the individuals are meeting their targets timely without skipping the formal channels of communication. There
should not be much pressure on employees to meet their targets.

Question:What are the gate ways or tips of communication?

Guidelines for effective communication:

Effective communication is a part and parcel of any successful organization. A communication should be free from
barriers so as to be effective. Communication is a two way process where the message sent by the sender should be
interpreted in the same terms by the recipient. The characteristics of effective communication are as follows:
1. Clarity of Purpose: The message to be delivered must be clear in the mind of sender. The person to whom it is
targeted and the aim of the message should be clear in the mind of the sender.
2. Completeness: The message delivered should not be incomplete. It should be supported by facts and
observations. It should be well planned and organized. No assumptions should be made by the receiver.
3. Conciseness: The message should be concise. It should not include any unnecessary details. It should be short
and complete.
4. Feedback: Whether the message sent by the sender is understood in same terms by the receiver or not can be
judged by the feedback received. The feedback should be timely and in personal. It should be specific rather than
general.
5. Empathy: Empathy with the listeners is essential for effective verbal communication. The speaker should step
into the shoes of the listener and be sensitive to their needs and emotions. This way he can understand things from
their perspective and make communication more effective.
6. Modify the message according to the audience: The information requirement by different people in the
organization differs according to their needs. What is relevant to the middle level management might not be
relevant to the top level of management. Use of jargons should be minimized because it might lead to
misunderstanding and misinterpretations. The message should be modified according to the needs and requirements
of the targeted audience.
7. Multiple Channels of communication: For effective communication multiple channels should be used as it
increases the chances of clarity of message. The message is reinforced by using different channels and there are less
chances of deformation of message.
8. Make effective use of Grapevine (informal channel of communication): The employees and managers should
not always discourage grapevine. They should make effective use of grapevine. The managers can use grapevine to
deliver formal messages and for identification of issues which are significant for the employees. The managers can
get to know the problems faced by the employees and can work upon it.

LISTENING:
Listening is the process of receiving messages from oral, verbal and non verbal communication and interpreting the
same. It is necessary here to differentiate hearing and listening. Hearing is receiving the sounds through ears
without evaluation and I interpretation. Listening is a very broad concept. Hearing is just a part of listening. We
listen through ears, eyes, mind and heart (empathy). Listening task not only the current input and also the matter
that already exists in the memory. Listening takes the total environment into consideration. Listening in a
classroom is different to that of listening the same from the same teacher privately.
People feel listening is .very hard and in many instances people avoid to listen or try to break a listening process.
Culturally listening is considered as an inferior status and sender a superior status. Therefore, every one tries to be a
sender most of the time. When somebody is communicating a message, people try to obstruct and try to
communicate something from their side. Infact, when you are listening you will gain many things. You can
understand the other person totally and also you will find time to respond effectively. Therefore, one has to practice
listening. Good listening skills are essential to become a good communicator.

The process of listening

Real listening is an active process that has three basic steps.
1. Hearing: Hearing just means listening enough to catch what the speaker is t saying. For example, say you were
listening to a report on zebras, and the speaker mentioned that no two are alike. If you can repeat the fact, then you
L have heard what has been said.
2. Understanding: The next part of listening happens when you take what you have heard and understand it in
your own way. Let's go back to that report on zebras. When you hear that no two are alike, think about what that
might mean. You might think, "Maybe this means that the pattern of stripes is different for each zebra."

3. Judging: After you are sure you understand what the speaker has said, think about whether it makes sense. Do
you believe what you have heard? You might think, "How could the stripes to be different for every zebra? But
then again, the fingerprints are different for every person. I think this seems believable."

In the process of listening some of the tips for being a good listener are:
1. Give your full attention on the person who is speaking. Don't look out the window or at what else is going on in
the room.
2. Make sure your mind is focused, too. It can be easy to let your mind wander if you think you know what the
person is going to say next. Hut you might be wrong! If you feel your mind wandering, change the position of your
body and try to concentrate on the speaker's words.
3. Let the speaker finish before you begin to talk. Speakers appreciate having the chance to say everything they
would like to say without being interrupted. When i you interrupt, it looks like you aren't listening, even if you
really are.
4. Let yourself finish listening before you begin to speak! You can't really listen if you are busy thinking about
what you want to say next.
5. Listen for main ideas. The main ideas are the most important points the speaker 1 wants to get across. They may
be mentioned at the start or end of a talk, and repeated a number of times. Pay special attention to statements that
begin with 1 phrases such as "My point is ..." or "The thing to remember is ..."
6. Ask questions. If you are not sure you understand what the speaker has said, just I ask. It is a good idea to repeat
in your own words what the speaker said so that you can be sure your understanding is correct. For example, you
might say, "When you said that no two zebras are alike, did you mean that the stripes are different on each one?"

7. Give feedback. Sit up straight and look directly at the speaker. Now and then, i nod to show that you understand.
At appropriate points you may also smile, frown, laugh, or be silent. These are all ways to let the speaker know that
you ~ are really listening. Remember, you listen with your face as well as your ears!

Question:What are the tips for good listening?

Essentials to become a good listener

1. Maintain eye contact with the instructor: Of course you will need to look at your notebook to write your
notes, but eye contact keeps you focused on the job at hand and keeps you involved in the speech.
2. Focus on content, not delivery: Have you ever counted the number of times a speaker clears his/her throat in a
fifteen minute period? If so, you weren't focusing on content.
3. Avoid emotional involvement: When you are too emotionally involved in listening, you tend to hear what you
want to hear-not what is actually being said. Try to remain objective and open-minded.
4. Avoid distractions: Don't let your mind wander or be distracted by the person shuffling papers near you. If the
room is too hot or too cold try to remedy that situation if you can. The solution may require that you dress more
appropriately to the room 126 temperature.

5. Treat listening as a challenging mental task: Listening to a presentation of an Listening Skills officer or a
customer is not a passive act-at least it shouldn't be. You need to concentrate on what is said so that you can process
the information into your notes.
6. Stay active by asking mental questions: Active listening keeps you on your toes. Here are some questions you
can ask yourself as you listen. What key point is the speaker making? How does this fit with what I know earlier or
what I experienced? How is this presentation organized?
7. Use the gap between the rate of speech and your rate of thought: You can think faster than the delivery of the
speech. That's one reason your mind may tend to wander. All the above suggestions will help you keep your mind
occupied and focused on what being said. You can actually begin to anticipate what the speaker is going to say as a
way to keep your mind from straying. Your mind doe\ have the capacity to listen, think, write and ponder at the
same time.

BENEFITS OF LISTENING

Listening is the highest compliment one human being can pay to another. Effective listening will benefit you as
well as those around you. The following are some of the benefits of listening:
1. Listening increases accuracy: Better listening leads to a better recollection of important facts and issues,
resulting in fewer miscommunications and mistakes.
2. Listening increases confidence: A superior, who listen’s subordinates well, will tend to have better self-esteem
and self-image because he/she will get along better with others.
3. Listening can bring harmonic climate: Focusing on listening helps both the speaker and listener stay calm and
helps them cool down-when dealing with a crisis or discussing an emotionally-charted topic or matter. We can
understand each other more.
4. Listening helps in enhancing productivity: Productivity will be higher and problems will be solved more
quickly if people working on solving problems are encouraged to explain problems and start working towards
solutions finding before 'advice-giving' begins. It breaks up the barriers between people.
5. Listening minimizes the loss of potential revenues: Good listening habits of supervisors and other workers in
an organization will cultivate effective environment that leads for qualitative services, which may result to get the
loyalty of customer.
6. Listening prevents miscommunication of objectives and priorities among people: In any organization or
institution miscommunication leads to improper utilization of the valuable time and scarce resources. Therefore,
listening leads to failure in achieving the stated objectives. Listening can build a strong communication support to
reach the goals of the organization or institution.
7. Listening also prevents time loss: Listening prevent the wastage of time, correct listening transmit proper
information in the first time itself, so that the decision maker can take a decision in the next movement.

Question:What are the barriers of effective listening?

POOR LISTENING HABITS

Poor Listening Habits are not considered to be a static one. Because people are saying that when they have interest
in that subject matter or they feel it is important to them, they generally pay attention. But here we are taking about
in some conditions you have to pay attention to listen others even though you don't have interest or consider as
priority. In that case we observe some poor listening habits.
The following list of observations made by the researchers is based on the study of human psychology.
1. Listening but not hearing: Sometimes a person hears only to facts or details I or to the .way they presented, and
misses the real meaning. In general, hearing means an approach of causal attention towards the matter. For example
hearing of radio news.
2. Re-hearing: It means that some people have intuition to say something on any I 4 matter of issue, so that they
will listen until they get the opportunity to talk.
3. Interrupting: It is general habit we can observe in some of the people, these people do not wait for the complete
meaning to determine, but interrupts so forcefully that the speaker stops in mid-sentence.
4. Felling protective: This is a perception of a listener that he/she knows what the intention of the speaker or why
something was said or for various reasons, they expect to be attacked and react protectively.
5. Listening for a point of disagreement: Some listeners look to wait for getting a point to attack on the speaker.
They just show interest on that dimension only.
6. Lack of positive opinion on subject matter or speaker: Some listeners start listening with lack of positive
opinion on subject matter or speaker. They may feel at the end either they came across a dull topic by an efficient
speaker or bright topic by an inefficient speaker. And also may criticize the deliver or appearance of the speaker.

Question:Define listening and its types.

TYPES OF LISTENNG

1. Discriminative listening
Discriminative listening is the most basic type of listening, whereby the difference between difference sounds is
identified. If you cannot hear differences, then you cannot make sense of the meaning that is expressed by such
differences. We learn to discriminate between sounds within our own language
early, and later are unable to discriminate between the phonemes of other languages. This is one reason why a
person from one country finds it difficult to speak another language perfectly, as they are unable distinguish the
subtle sounds that are required in that language. Likewise, a person who cannot hear the subtleties of emotional
variation in another person's voice will be less likely to be able to discern the emotions the other person is
experiencing. Listening is a visual as well as auditory act, as we communicate much through body language. We
thus also need to be able to discriminate between muscle and skeletal movements that signify different meanings.
2. Biased listening

Biased listening happens when the person hears only what they want to hear, typically misinterpreting what the
other person says based on the stereotypes and other biases that they have. Such biased listening is often very
evaluative in nature.
3. Evaluative listening

In evaluative listening, or critical listening, we make judgments about what the other person is saying. We seek to
assess the truth of what is being said. We also judge what they say against our values, assessing them as good or
bad, worthy or unworthy. Evaluative listening is particularly pertinent when the other person is trying to persuade
us, perhaps to change our behaviour and maybe even to change our beliefs. Within this, we also discriminate
between subtleties of language and comprehend the inner meaning of what is said. Typically also we weigh up the
pros and cons of an argument, determining whether it makes sense logically as well as whether it is helpful to us.
Evaluative listening is also called critical, judgmental or interpretive listening.
4. Appreciative listening: In appreciative listening, we seek certain information which will appreciate, for example
that which helps meet our needs and goals. We use appreciative listening when we are listening to good music,
poetry or maybe even the stirring words of a great leader.

5. Sympathetic listening: In sympathetic listening we care about the other person and show this concern in the
way we pay close attention and express our sorrow for their ills and happiness at their joys.

6. Empathetic listening: When we listen empathetically, we go beyond sympathy to seek a truer understand how
others are feeling. This requires excellent discrimination and close attention to the nuances of emotional signals.
When we are being truly empathetic, we actually feel what they are feeling. In order to get others to expose these
deep parts of themselves to us, we also Need to demonstrate our empathy in our demeanour towards them, asking
sensitively and in a way that encourages self-disclosure.

7. Therapeutic listening
In therapeutic listening, the listener has a purpose of not only empathizing with the speaker but also to use this deep
connection in order to help the speaker understand, change or develop in some way. This not only happens when
you go to see a therapist but also in many social situations, where friends and family seek to both diagnose
problems from listening and also to help the speaker cure themselves, perhaps by some cathartic process. This also
happens in work situations, where managers, HR people, trainers and coaches seek to help employees learn and
develop.
8. Relationship listening

Sometimes the most important factor in listening is in order to develop or sustain a relationship. This is why lovers
talk for hours and attend closely to what each other has to say when the same words from someone else would seem
to be rather boring. Relationship listening is also important in areas such as negotiation and sales, where it is
helpful if the other person likes you and trusts you.
9. False listening

False listening occurs where a person is pretending to listen but is not hearing anything that is being said. They may
nod, smile and grunt in all the right places, but do not actually take in anything that is said. This is a skill with the
people who do a lot of inconsequential listening, such as politicians. Their goal with the audience is to make a good
impression in very short space of time before they move on, never to talk to that person again.
10. Initial listening

Sometimes when we listen we hear the first few words and then start to think about what we want to say in return.
We then look for a point at which we can interrupt. We are also not listening then as we are spending more time
rehearsing what we are going to say about their initial point.

11. Selective listening

Selective listening involves listening for particular things and ignoring others. We thus hear what we want to hear
and pay little attention to 'extraneous' detail.
12. Partial listening

Partial listening is what most of us do most of the time. We listen to the other person with the best of intent and
then become distracted, either by stray thoughts or by something that the other person has said. We consequently
dip inside our own heads for a short while as we figure out what they really mean or formulate a question for them,
before coming back into the room and starting to listen again. This can be problematic when the other person has
moved on and we are unable to pick up the threads of what is being said. We thus easily can fall into false listening,
at least for a short while. This can be embarrassing, of course, if they suddenly ask your opinion. A tip here: own
up, admitting that you had lost the thread of the conversation and asking them to repeat what was said.
13. Full listening

Full listening happens where the listener pays close and careful attention to what is being said, seeking carefully to
understand the full content that the speaker is seeking to put across. This may be very active form of listening, with
pauses for summaries and testing that understanding is complete. By the end of the conversation, the listener and
the speaker will probably agree that the listener has fully understood what was said. Full listening takes much more
effort than partial listening, as it requires close concentration, possibly for a protracted period. It also requires skills
of understanding and summary.
14. Deep listening

Beyond the intensity of full listening, you can also reach into a form of listening that not only hears what is said but
also seeks to understand the whole person behind the words. In deep listening, you listen between the lines of what
is said, hearing the emotion, watching the body language, detecting needs and goals, identifying preferences and
biases, perceiving beliefs and values, and so on

Question:What is meant by managing organizational communication?

Organizational Communication Strategies

Great communication is a balancing act, even for the most sophisticated companies. Too much communication
feels overbearing; too little, and the company seems disjointed. Too much sharing and honesty may decrease
morale during troubling times, but glossing over the reality of a difficult situation is disingenuous. Companies that
wish to strengthen their internal communication would do well to apply the following seven strategies.
1. Choose the Right Medium
Not every medium is appropriate for every type of communication. Posters and signs in the break room are a good
reminder about company picnics, but may not be the most appropriate vehicle to discuss ways to improve customer
service. A good medium captures the eyes and hearts of employees in delivering its message.
2. Include Interactivity
The proper messaging medium should always be coupled with appropriate ways for employees to engage with and
comment on the messages. Effective communication moves in both directions, from management to staff and vice
versa. Communication that does not allow interactivity or comment from staff members feels more like an edict or
command, rather than an attempt at authenticity.
Discussion boards and online forums are becoming an increasingly popular way for employees to interact with
internal communications. Rather than seeing their inboxes flooded with messages, employees can log into the
forums and interact only with the messages that apply to their jobs.
Video conferencing is also an important component of this strategy, particularly as more companies develop remote
and work-from-home strategies. Routine engagement with a remote workforce via video can help foster a sense of
inclusion, which can boost morale and productivity.
3. Communicate with a Purpose
The best internal communication is succinct and addresses a single issue. Communicating in this way accomplishes
key goals. First, it occurs regularly, rather than in one giant message each month or quarter. Second, employees are
far more likely to read and retain a short message than a four-page email. Finally, managers may be forced to re-
evaluate the effectiveness of their chosen medium and consider a change, for example, from an email to a staff
meeting or training session.
4. Eliminate Generalizations and Drive-by Accusations
Nothing makes an employee more defensive than an unfair attack against his or her job performance. Sometimes,
internal communication may include snide remarks or jabs at employees or departments. If there is a problem with
performance, managers should address the issue one-on-one, in private, not in a public forum like a company-wide
or departmental email. Getting rid of unfair generalizations and comments about performance makes employees
more receptive to the message because they are not immediately on the defensive.
5. Plan First
The worst meetings are those where it is clear the meeting organizer has no plan; they simply ramble on until they
finish talking, and most of the topics get lost in a disorganized mess. Meetings, and even written communication,
require planning and forethought. There must be a clear progression of ideas, one leading seamlessly into another,
so attendees feel a sense of purpose during the communication session, whether it be in a meeting, email, or
newsletter.
6. Dedicate Time
Whether the communication occurs in a formal meeting or happens informally through an email, employees need
time to process the information and ask questions. If a meeting agenda is so full there is not adequate time for
discussion, the meeting organizer should reassess the situation. Topics should be reevaluated, and shorter, more
frequent meetings should be scheduled. In an online forum or discussion post, management should check the thread
periodically for several days so that slow responders have a chance for their voices to be heard.
7. Follow Up
Most internal communication suffers from a lack of follow up. Management sends out a message or holds a
meeting, then never addresses whether discussed items have been implemented, if there have been improvements in
performance metrics, etc. Communication must be ongoing to be effective in the long term.
Effective internal communication establishes company-wide buy-in from employees and ensures everyone on staff
is working toward the same goals. These seven steps to improving internal communication can help facilitate more
open and honest discussions between management and staff.
Research shows that people communicate with others after almost any emotional event, positive or negative, and
that emotion sharing offers intrapersonal and interpersonal benefits, as individuals feel inner satisfaction and
relief after sharing, and social bonds are strengthened through the interaction (Rime, 2007).
Social exchange theory proposes that social behavior is the result of an exchange process. The purpose of this
exchange is to maximize benefits and minimize costs.

According to this theory, people weigh the potential benefits and risks of their social relationships. When the risks
outweigh the rewards, they will terminate or abandon the relationship.

Most relationships are made up of a certain amount of give-and-take, but this does not mean that they are always
equal. Social exchange suggests that it is the valuing of the benefits and costs of each relationship that determine
whether or not we choose to continue a social association.

The notion of "social behavior as exchange" was first identified by American sociologist George C. Homans in
1958.2 Homans was a pioneer in behavioral sociology and held several roles of distinction in his career, including
serving as president of the American Sociological Association (1963 to 1964) and chairman of Harvard's
Department of Sociology (1970 to 1975).

Aspects of Social Exchange Theory

To truly understand social exchange theory requires recognizing the aspects on which it is based.

Costs vs. Benefits

Social exchange theory suggests that we essentially take the benefits of a relationship and subtract the costs in order
to determine how much it is worth.

• Costs involve things that you see as negatives, such as having to put money, time, and effort into a
relationship. For example, if you have a friend who always borrows money from you and does not repay it,
this might be seen as a high cost.
• Benefits are things that you get out of the relationship, such as fun, friendship, companionship, and social
support. Your friend might be a bit of a freeloader, but bring a lot of fun and excitement to your life. As you
are determining the value of the friendship, you might decide that the benefits outweigh the potential costs.

Positive relationships are those in which the benefits outweigh the costs. Negative relationships occur when the
costs are greater than the benefits.

Expectations and Comparison Levels

Cost-benefit analysis plays a major role in the social exchange process, but so do expectations. As people weigh
benefits against the costs, they do so by establishing a comparison level that is often influenced by past
experiences.

For example, if your previous romantic partner showered you with displays of affection, your comparison level for
your next relationship is going to be quite high when it comes to affection. If your next romantic partner tends to be
more reserved and less emotional, that person might not measure up to your expectations.

If you have always had poor friendships, your comparison levels at the start of a relationship will be lower than a
person who has always had supportive and caring friends.

Expectations can appear within work relationships as well. Research indicates that there is an "expectation of
reciprocity" within workplace settings between management and staff. 4 If an employee doesn't feel that their effort
is being reciprocated from higher-ups, this can affect their work.

Impact of Social Exchange on Relationships

The idea that relationships are based on an exchange can affect how we relate with others.

The Honeymoon Phase

The length of a friendship or romance can play a role in the social exchange process. During the early weeks or
months of a relationship, often referred to as the "honeymoon phase," people are more likely to ignore the social
exchange balance.

Things that would normally be viewed as high cost are dismissed, ignored, or minimized, while potential benefits
are often exaggerated. When this honeymoon period finally comes to an end, there will often be a gradual
evaluation of the exchange balance.

At this point, downsides become more apparent and benefits start to be seen more realistically. This recalibration of
the exchange balance might lead to the termination of the relationship if the balance is tipped too far toward the
negative side.
Evaluating the Alternatives

Another aspect of the social exchange process involves looking at possible alternatives. After analyzing the costs
and benefits and contrasting these against your comparison levels, you might start to look at other options.

The relationship might not measure up to your comparison levels, but as you survey the potential alternatives, you
might determine it is still better than anything else available. As a result, you might reassess the relationship in
terms of what may now be a somewhat lower comparison level.

Equity Determines Health

Since social exchange theory is based on give and take, if this back and forth exchange is not considered equitable,
it can affect the health of the relationship.1 The primary giver may feel resentful while the primary receiver may be
riddled with guilt.

If this type of exchange happens only once or twice, it likely won't impact the relationship. However, if it becomes
a pattern, feelings of resentment and guilt can start to build, creating a point of contention between the two.

What is social exchange theory?

Social exchange theory is a psychological and economic model of human behavior. It offers an explanation of the
processes that people use to make and maintain relationships with family, friends, colleagues and strangers. Social
exchange theory is essentially a cost-benefit analysis that evaluates the risks and rewards of pursuing or continuing
a relationship. Social exchange theory is used to explain people’s actions in a variety of settings and within a
multitude of relationships.
How social exchange theory applies to the workplace

Business owners have long applied social exchange theory to the workplace in academic theory and practice.
Employee relationships are one of a few key indicators of a person’s success in their job. If an employee doesn’t
have positive connections at work, they’re more likely to leave the position and seek those positive relationships
elsewhere. You can use social exchange theory to help structure an environment and company culture that
promotes friendliness and collegiate relationship-building to help your employees feel connected to the
organization on a personal level.
Common social exchange theory scenarios in the workplace

Applying social exchange theory to your office or workplace can lead to substantial benefits. Employees who feel
their personal well-being is important to the organization and who build positive relationships with the support of
their leadership are more likely to remain productive in their work and loyal to the company. Consider these
common social exchange theory scenarios to see how you can implement positive relationship building to your
company.

Recognition

Positive relationships between company leadership and other employees are vital. A fine way to build rapport and
connection is through regular employee recognition. Whether you choose to implement a company- or department-
wide employee recognition program or simply ensure that you or other company leaders regularly recognize
individual work in conversation, showing that you value the work your employees do is important.

Company culture

Build a company-wide culture of friendliness and positivity. Express and model that you support employee-to-
employee friendships and want your employees to have positive connections at work. Create opportunities for
people to get to know each other through off-site company events or during work-hour programming.
Conflict resolution

If a conflict between employees arises, do your best to resolve it quickly. Show that you value employee comfort
and happiness by addressing issues. If your employees see that you take personnel complaints seriously and work
to resolve the issues, then employees will be more likely to come to you with problems early on for resolution
rather than letting small concerns grow into large-scale problems.

Transparency

Operate with transparency whenever possible. If your employees feel they can trust you and the company, they’ll
be more open and willing to form lasting relationships with their coworkers and leadership. Modeling transparency,
solving conflict and promoting friendliness will help establish that your company is an enjoyable place to work.

Tips for using social exchange theory in the workplace

Applying social exchange theory to your workplace is relatively simple. Use these tips to help you establish an
empathetic and welcoming environment in which employees can easily develop and maintain positive
relationships:

• Use rewards: Regularly reward employees for excellent work. This establishes a positive relationship
between the employee and the company.
• Maintain friendliness: Demonstrate friendliness in all of your company interactions. Modeling appropriate
behavior and expectations will guide other leaders and employees to follow your actions.
• Support relationship development: Support employee friendships through workplace gatherings and
activities designed to build rapport and connection.
• Apply it to customer service: Teach your customer service employees about social exchange theory and
have them apply it to customer interactions.
• Offer support: Support employees struggling with personal or professional challenges. Help them establish
positive support systems at work to help them through difficulties.
• Perform check-ins: Regularly check in with employees to make sure they feel heard, supported and
recognized in their positions. Proactive support is easier than reactive problem-solving.
 NATURE OF TECHNICAL COMMUNICATION

Communication is a process that involves sending and receiving of messages through a verbal and
non-verbal method. The sender sends a message; the receiver receives a message and sends it back
with the feedback to the sender again.
The methods of communication involve oral and speech communication, written and graphical
representations. Additionally, it includes the cultural sphere, a tool utilized to communicate,
location, etc. Though it looks simple, communication is generally a very complicated subject.
In other words, communication is a two-way means of communicating information in the form of
thoughts, opinions, and ideas between two or more individuals for building an understanding.

“Communication is the transfer of information and understanding from one person to

another person. It is a way of reaching others with facts, ideas, thoughts and values.”
—Keith Davis

The Process of Communication

The communication is a process that starts with the development of thoughts by a sender who
conveys the message using a various channel to the receiver, who then sends him a message as
feedback. There are seven main components of the communication process:

• Sender – Here, the sender conceptualizes the idea or the conversation he wants to convey it to the
recipient.
• Encoding – Now the sender starts the encoding process where he utilizes words or non-verbal
means to translate the thought into a message.
• Message – After encoding, the sender receives the message that he wants to send.
• Communication Channel – The sender then decides through which medium or channel he/she
wants to send the message to the recipient. They must choose the channel to have an effective and
correct interpretation of a message to the recipient.
• Receiver – The receiver receives the message and tries to comprehend in the best possible way.
• Decoding – In this step, the receiver translates the sender’s information and tries to perceive it
most suitably.
• Feedback – It is the last step of the communication process that assures the recipient, has received
the information and understood correctly as the sender designed it.

Objectives of Technical Communication

1. To Exchange Information: The prime objective of communication is to exchange

information internally and externally i.e. to deal within the organization and outside the
organization.
2. To Achieve Goal: The goal of the organization can be obtained through effective
organizational Communication. Everybody tries to acquire such goal and therefore it requires
effective organizational communication.

3. To Maintain Co-ordination and Co-operation: Co-ordination and co-operation among three

levels i.e. corporate level, divisional level and functional level of an Organization are maintained
through communication

4. To Plan: Planning decides what is to be done in future. All the information and data which are
required to make a plan for business can be obtained or gathered through communication.

5. To Facilitate Direction and Motivation: The boss gives direction or order to his subordinate.
And managers need to motivate their employees to increase the concentration and productivity.

6. To Achieve Efficiency: Communication can provide information regarding past and present. It
also helps to anticipate about future.

7. To Solve Problem: Communication can remove the gap between employees and employer.
Fruitful communication ensures a network in an Organization to solve problems. Fruitful
communication ensures a network to solve conflict. It also removes the gap between employee &
employer.

8. To Create Consciousness: Communication helps both employer and employee to be conscious

about their respective roles, duties and activities. As a result, responsibility and accountability is
located among the concerned persons.

9. To Improve Employer-Employee Relationship: To achieve the Organizational objectives,

there must be good relationship between employee and employer.

10. To Manage Human Resources: To recruit, train-up & motivate human resource properly,
there must be effective communication. Skilled manpower is professional and work for
achievement and development

12. To Attract Customer: To knock the door of potential customers with new product and service
of an enterprise, there should exist an efficient communication. So better communication will
cause more customers and more customers will cause more profit.

13. To Facilitate Join Effort: Joint effort requires unique motive. And unique motive means
mutual trust & unity arising from mutual communication
14. To alter/Change Future Plan: In today's modern competitive world, there is requirement of
changing the plan according to environment and communication Environment. This involves
awareness through proper communication.

15. To Obtain Overall Development: The overall development of an Organization involves

existence of efficient Internal Control Structure. And it can be possible through effective
communication system

16. To Provide Necessary Data for Decision-Making: Managers require different types of data
and information for decision-making. Through communication managers collect necessary data

17. To Educate Workers: Communication helps the Organization to train-up the

employees/workers through organized programs. For example, Orientation, workshops, film
show, internship etc.

TYPES OF COMMUNICATION

They are verbal communication, nonverbal communication, written communication, visual

communication, and listening.

1. Verbal Communication

It is the most common type of communication. It involves the use of spoken words or sign language
to share information. Verbal communication can either happen face to face or through other
channels, such as mobile phone, radio and video conferencing. Verbal communication
encompasses all communication using spoken words, or unspoken words as in the case with sign
language. It is important to understand how to effectively communicate your ideas verbally in
order to avoid misunderstandings and maximize interest while speaking. Correct language, Clarity
and Tone should be observed.

2. Non Verbal Communication

Nonverbal communication involves passive communication through the use of gestures, tone of
voice, body language and facial expressions to share your thoughts and feelings. For example, the
tone of your voice and your posture can reveal your mood or emotions to those around you.

3. Written Communication

Written communication includes communicating through writing, typing or printing. It is done

through channels such as letters, text messages, emails, social media and books. Businesses may
prefer written communication because it has fewer chances of distortion. For example,
communicating a business plan in writing ensures that everyone gets the same message and can
refer to it any time in the future.

4. Visual Communication

Visual communication uses graphs, charts, photographs, maps and logos to share information. It
is mostly used in combination with verbal or written communication in order to simplify the
information. For example, using slides and flow charts during a presentation makes it easier for
the audience to grasp complex data.

5. Listening

Listening is a surprisingly important part of communication and in order to be a great

communicator, one must master the art of listening. Listening is a process of receiving, interpreting
and reacting to the messages received from the communication sender. It allows individuals to
know themselves and others in a better way.

Listening skills

The most important characteristic of communication is listening skills where the whole
communication depends on. Listening is different from hearing. Listening intercepts understand
people and helps in brainstorming.

There are certain elements to be considered while listening these elements form a very crucial
step in listening process the very first element of listening is hearing

HEARING

Hearing is a physiological environment where a listener should be very active alert in order to
become a active listener.

FILTERING

Regulating unwanted stimuli in order to listen is Filtering. We can be done internally as well
externally. Internal involves work deadlines, information for decision making, headache, etc.
External involves oral or physical experience effecting communication.

INTERPRETING

To interpret the message means to make understand the sense of a message being sent. It is
significant for the listener to understand the sense of the message which is sent by the sender.

EVALUATING: The listener should assess the essence of the message whether it is right or
wrong, logical or illogical, useful or a useful, respectful or irrespectively, funny or serious etc
RESPONDING

Having listened to what the speaker has to say having speaker has to say they listener, the
listener must respond to him so as to indicate that he has comprehended what was conveyed to
him.

Types of listening
1. Discriminative listening
2. Comprehensive listening
3. Active listening
4. Passive listening
5. Biased listening
6. Evaluative listening
7. Appreciative listening
8. Therapeutic listening
9. Emphatic listening
10. Sympathetic listening
11. Dialogic listening

1. Discriminative listening

It is a focused and usually instrumental type of listening that is primarily physiological and
occurs mostly at the receiving stage of the listening process. It is sometimes referred to as
listening for discernment because it involves listening for specific sounds. Here we engage
in listening to scan and monitor our surroundings in order to isolate particular stimuli.

2. Comprehensive listening

After being able to distinguish between different sounds of a language, comes the task of
making sense of them. To comprehend the meaning of a sequence of sounds which is either a
word or phrase or sentence in a particular language requires having a good vocabulary and
also the appropriate language skills such as all the rules of grammar and syntax by which we
can understand what others are saying. While speaking, important words should be spoken
and the words which are less important should not be selected for speech. Comprehensive
listening is also called content listening, informative listening and full listening.

3. Active listening

Active listening involves paying maximum attention to the words of a speaker to understand
as much as possible of what he is saying.

4. Passive listening
Passive listening means to listen to what the speaker is saying without reacting in between or
interrupting him and not being involved in any other activity during this time.

5. Biased listening

Listening in a prejudiced way occurs when someone listens only to what he wants to listen
and neglects everything else. Such a person is unable to receive right meaning of what is
being said since he makes sense of the messages he receives based on stereotypes and other
prejudices.

6. Evaluative listening

In evaluative listening, we try to assess and examine whether what is being said is in
agreement with or against our own values, is logical or illogical, Coherent or in coherent,
consistent or inconsistent, what are the pros and cons of an argument and whether it is
beneficial to us in any way or not.

7. Appreciative listening

Appreciative listening is at work within a person while he is listening to a great leader's

speech, a fine musician's music aur a great poetic reciting. It means listening to things which
we find valuable and enjoyable.

8. Sympathetic listening

Listening sympathetically to speaker means the listener is concerned about him, listen to him
with full attention, and feel pretty and sad for his unfortunate condition.

9. Emphatic listening

Listening empathetically means to move for from sympathy and share the feelings of the
speaker. It requires a nuanced understanding of both verbal and nonverbal emotional signals

10. Therapeutic listening

Therapy is counseling intended to heal psychological problems. To listen therapeutically

means that the listener has to go further than emphasizing with the speaker and use the deep
connection listener has established with speaker to aid the speaker evolve to a healthy or state
of mind.

11. Dialogic listening

Dialogue as a word has its origin in the Greek word ‘dia’ meaning ‘through’ and ‘logos’
mean ‘words’. Thus, dialogic listening means people acquiring knowledge via talking to each
other and exchanging ideas in such a way that each person actively seeks to learn more about
the others persons