1. Which of the following is NOT an element of communication within the communication process cycle?
(a) Channel (b)
Receiver (c) Sender (d) Time
2. You need to apply leave at work? Which method of communication will you use? (a) e-mail (b) Poster (c) Newsletter (d)
Blog
3. By which action can senders send their messages? (a) Gestures (b) Speaking (c) Reading (d) Writing
4. Which of the following is an example of oral communication? (a) Newspapers (b) Letters (c) Phone call (d) e-mail
5. What are the types of words we should use for verbal communication? (a) Acronyms (b) Simple (c) Technical (d) Jargons
6. Why do we use e-mails? (a) To communicate with many people at the same time. (b) To share documents and files. (c) To
talk to each other in real-time. (d) To keep a record of communication.
7. Which of these is a positive (good) facial expression? (a) Frowning while concentrating (b) Maintaining eye contact (c)
Smiling continuously (d) Rolling up your eyes
8. What does an upright (straight) body posture convey or show? (a) Pride (b) Professionalism (c) Confidence (d) Humility
9. Which of these is NOT an appropriate non-verbal communication at work? (a) Keeping hands in pockets while talking (b)
Talking at moderate speed (c) Sitting straight (d) Tilting head a bit to listen
10. Which of the following statement is true about communication? (a) 50% of our communication is non-verbal (b) 20%
communication is done using body movements, face, arms, etc. (c) 5% communication is done using voice, tone, pauses,
etc. (d) 7% communication is done using words
11. Put a X mark against the actions below which are examples of bad non-verbal communication.
I. Laughing during formal communication
II. Scratching head
III. Smiling when speaking to a friend
IV. Nodding when you agree with something
V. Standing straight
VI. Yawning while listening
VII. Sitting straight
VIII. Maintaining eye contact while speaking
IX. Biting nails
X. Firm Handshake
XI. Clenching jaws
XII. Looking away when someone is speaking to you
XIII. Intense stare
12. What is communication?
Ans: The word ‘communication’ comes from the Latin word commūnicāre, meaning ‘to share’. Being able to communicate
effectively is one of the most important life skills. Communication skills are needed to communicate effectively with
people.
Communication has three important parts:
1. Transmitting—The sender transmits the message through one medium or another.
2. Listening— The receiver listens or understands the message.
3. Feedback—The receiver conveys their understanding of the message to the sender in the form of feedback to complete
the communication cycle.
13. The various elements of a communication cycle are:
I. Sender: the person beginning the communication.
II. Message: the information that the sender wants to convey.
III. Channel: the means by which the information is sent.
IV. Receiver: the person to whom the message is sent. Feedback: the receiver’s acknowledgement and response to the
message.
14. Methods of Communication
I. Face-to-face informal communication: There is nothing better than face-to-face communication. It helps the
message to be understood clearly and quickly. Also, since body language can be seen in this case; it adds to the
effectiveness of the communication.
II. e-mail: e-mail can be used to communicate quickly with one or many individuals in various locations. It offers
flexibility, convenience and low-cost.
III. Notices/Posters: It is effective when the same message has to go out to a large group of people. Generally used for
where email communication may not be effective. For example, ‘Change in the lunch time for factory worker,’ or
‘XYZ Clothing will remain closed for customers on Sunday.’
IV. Business Meetings: Communication during business meetings at an organisation are generally addressed to a
group of people. It can be related to business, management and organisational decisions.
V. Other Methods: There can be various other methods like social networks, message, phone call for communication,
newsletter, blog, etc.
Choosing the right method of communication depends on
• target audience
• costs
• kind/type of information
• urgency/priority
15. Verbal Communication: Verbal communication includes sounds, words, language, and speech. Speaking is one of the most
effective and commonly used way of communicating. It helps in expressing our emotions in words. By improving your
verbal communication skills you will build rapport, and have a better connect.
16. Type of Verbal Communication:
I. Interpersonal Communication: This form of communication takes place between two individuals and is thus a
one-on-one conversation. It can be formal or informal. Examples:
i. A manager discussing the performance with an employee.
ii. Two friends discussing homework.
iii. Two people talking to each other over phone or video call.
II. Written Communication: This form of communication involves writing words. It can be letters, circulars, reports,
manuals, SMS, social media chats, etc. It can be between two or more people.
Examples:
i. A manager writing an appreciation e-mail to an employee.
ii. Writing a letter to grandmother enquiring about health.
III. Small Group Communication: This type of communication takes place when there are more than two people
involved. Each participant can interact and converse with the rest.
Examples:
i. Press conferences
ii. Board meetings
iii. Team meetings
IV. Public Communication: This type of communication takes place when one individual addresses a large gathering.
Examples
i. Election campaigns
ii. Public speeches by dignitaries
17. Advantages of Verbal Communication:
It is an easy mode of communication in which you can exchange ideas by saying what you want and get a quick response.
Verbal communication also enables you to keep changing your interaction as per the other person’s response.
18. Disadvantages of Verbal Communication:
Since verbal communication depends on written or spoken words, sometimes the meanings can be confusing and difficult
to understand if the right words are not used.
19. Mastering Verbal Communication:
I. Think Before You Speak
• Think about your topic.
• Think about the most effective ways to make your listeners understand the topic. • Write or note down whatever
you plan to say.
II. Concise and Clear
• Speak clearly, loudly and at moderate speed.
• Be sure the information you want to share is to the point.
• Do not repeat the same sentences.
III. Confidence and Body Language
• Be confident.
• Maintain eye contact, stand straight and be attentive.
• Be friendly.
20. Non-verbal Communication : Non-verbal communication is the expression or exchange of information or messages without
using any spoken or written word. In other words, we send signals and messages to others, through expressions, gestures,
postures, touch, space, eye contact and para language.
In our day-to-day communication
• 55% communication is done using body movements, face, arms, etc.
• 38% communication is done using voice, tone, pauses, etc.
• only 7% communication is done using words.
• around 93% of our communication is non-verbal
21. Example of Non-Verbal Communication
I. Gestures:
• Raising a hand to greet or say goodbye
• Pointing your finger at someone
II. Expressions
• Smiling when you are happy
• Making a sad face when you are sad
III. Body Language: Postures by which attitudes and feelings are communicated. Standing straight, showing interest.
Our message becomes more effective if we use the right gestures while communicating.
If we know about non-verbal communication, we can understand our audience’s reaction and adjust our interaction
accordingly.
Using the right gestures and postures is a sign of professionalism and etiquette.
22. Types of Non-verbal Communication:
I. Facial Expressions: Our expressions can show different feelings, such as Happiness, Sadness, Anger, Surprise,
Fear, etc.
• Smile when you meet someone.
• Keep your face relaxed.
• Match your expressions with your words.
• Nod while listening.
II. Posture :Postures show our confidence and feelings. For example, a straight body posture shows confidence while
a slumped posture is a sign of weakness.
• Keep your shoulders straight and body relaxed.
• Sit straight while resting your hands and feet in relaxed position.
• While standing, keep your hands by your sides.
III. Gestures or Body Language Gestures include body movements that express an idea or meaning. For example,
raising a hand in class to ask a question and biting nails when nervous.
• Keep your hands open.
• Avoid pointing your finger at people.
• Tilt your head a bit to show that you are attentive.
IV. Touch: We communicate a great deal through touch. For example, a firm handshake to display confidence and pat
on the back to encourage someone.
• Shake hands firmly while meeting someone.
• Avoid other touch gestures during formal communication.
V. Space: Space is the physical distance between two people. The space between tow persons while communicating,
generally depends on the intimacy or closeness between them.
• Maintain proper space depending on the relationship, which could be formal or informal or the closeness with
the person with whom you are talking.
VI. Eye Contact: The way we look at someone can communicate a lot. Eye contact shows that we are paying attention
to the person as opposed to looking away, which can make the other person feel ignored.
• Look directly at the person who is speaking.
• Avoid staring; keep a relaxed look.
• Maintain eye contact with intermittent breaks.
VII. Paralanguage: How we speak affects our communication and includes the tone, speed and volume of our voice.
For example, talking fast may show happiness, excitement or nervousness while speaking slow may show
seriousness or sadness.
• Use a suitable tone and volume
• Maintain a moderate speed while talking
23. Visual Communication: Visual communication proves to be effective since it involves interchanging messages only
through images or pictures and therefore, you do not need to know any particular language for understanding it. It is simple
and remains consistent across different places.
24. Importance of Feedback: Feedback is the final component and one of the most important factors in the process of
communication since it is defined as the response given by the receiver to the sender. These are certain reasons why
feedback is important.
I. It validates effective listening: The person providing the feedback knows they have been understood (or received)
and that their feedback provides some value.
II. It motivates: Feedback can motivate people to build better work relationships and continue the good work that is
being appreciated.
III. It is always there: Every time you speak to a person, we communicate feedback so it is impossible not to provide
one.
IV. It boosts learning: Feedback is important to remain focussed on goals, plan better and develop improved products
and services.
V. It improves performance: Feedback can help to form better decisions to improve and increase performance.
25. Barriers to Effective Communication
I. Physical Barriers:Physical barrier is the environmental and natural condition that act as a barrier in
communication in sending message from sender to receiver. Not being able to see gestures, posture and general
body language can make communication less effective. For example, text messages are often less effective than
face-to-face communication.
II. Linguistic Barriers The inability to communicate using a language is known as language barrier to
communication. Language barriers are the most common communication barriers, which cause misunderstandings
and misinterpretations between people. For example, slang, professional jargon and regional colloquialisms can
make communication difficult.
III. Interpersonal Barriers: Barriers to interpersonal communication occur when the sender’s message is received
differently from how it was intended. It is also very difficult to communicate with someone who is not willing to
talk or express their feelings and views. Stage fear, lack of will to communicate, personal differences can create
interpersonal barriers to communication.
IV. Organisational Barriers: Organisations are designed on the basis of formal hierarchical structures that follow
performance standards, rules and regulations, procedures, policies, behavioural norms, etc. All these affect the free
flow of communication in organisations and therefore, need to be suitably managed. Superior-subordinate
relationships in a formal organisational structure can be a barrier to free flow of communication. Also, sometimes
due to the stringent rules, the employees find it difficult to communicate with their peers too.
V. Cultural Barriers: Cultural barriers is when people of different cultures are unable to understand each other’s
customs, resulting in inconveniences and difficulties.People sometimes make stereotypical assumptions about
others based on their cultural background, this leads to difference in opinions and can be a major barrier to
effective communication.
