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First Year Diploma Semester - II

Printed at: Repro Knowledgecast Ltd., Mumbai

TEID : 969

Written as per the revised ‘G’ Scheme syllabus prescribed by the Maharashtra State Board of Technical Education (MSBTE) w.e.f. academic year 2012-2013

First Edition: November 2015

Communication Skills common to all branches

Salient Features

• Precise content with complete coverage of revised G-scheme syllabus.

• Includes solved Textual and MSBTE Questions (Summer-11 to Winter-15).

• ‘Practice Section’ included to facilitate better preparation.

• Includes MSBTE Question Papers of Summer, Winter - 2014 and 2015.

• Three Model Question Papers as per the latest paper pattern.

• Simple and Lucid language.

• Self Evaluative in nature.

PREFACE Target’s “Communication Skills” is compiled with an aim of shaping engineering minds of students while catering to their needs. It is a complete and thorough book designed as per the new revised G-scheme of MSBTE curriculum effective from June 2012. The Topic-wise classified format for each chapter of this book helps the students in easy comprehension. Precise content for each topic with detailed explanation and numerous Illustrative and Sample Examples, help the students comprehend the basic concepts in a better way. MSBTE Questions section includes solved questions asked in MSBTE exams from Summer

2011 till date, giving students a clear idea of the type of questions asked. (Reference of answer to questions is provided wherever needed.)

Practice Section will facilitate better preparation for the students. Additionally, Glossary at the start of each chapter had been included for difficult words and terms. Three Model Question Papers designed as per MSBTE Pattern are a unique tool to enable self-assessment for the students. MSBTE Question Papers of years 2014 and 2015 are added at the end to make students familiar with the examination pattern. The journey to create a complete book is strewn with triumphs, failures and near misses. If you think we’ve nearly missed something or want to applaud us for our triumphs, we’d love to hear from you. Please write to us on : [email protected] A book affects eternity; one can never tell where its influence stops.

Best of luck to all the aspirants! From, Publisher

SYLLABUS

Topic and Contents Hours Marks Topic 01- Introduction to Communication Specific objectives:

06 16

Describe the process of communication.

Contents: Definition of communication Process of communication Types of communication — Formal, Informal, Verbal, Nonverbal, Vertical,

Horizontal, Diagonal Topic 02 - Effective communication Specific objectives:

08 20

Identify the principles and barriers in the communication process Contents:

Principles of communication. Barriers to communication

a. Physical Barrier: Environmental (time, noise, distance and surroundings),

Personal (deafness, stammering, ill-health, spastic, bad handwriting)

b. Mechanical: Machine oriented

c. Psychological: Day dreaming, prejudice, emotions, blocked mind, generation gap, phobia, status inattentiveness, perception.

d. Language: Difference in language, technical jargons, pronunciation and allusions.

Topic 03 - Non verbal & Graphical communication Specific objectives:

08 28

Effective use of body language and nonverbal codes View and interpret graphical information precisely.

Contents: 3.1 Non-verbal codes: [8 Marks] Proxemics Chronemics Artefacts

3.2 Aspects of body language (Kinesics) [10 Marks] Facial expression Eye contact Vocalics, paralanguage Gesture Posture Dress and appearance Haptics 3.3 Graphical communication [10 Marks] Advantages and disadvantages of graphical communication Tabulation of data and its depiction in the form of bar graphs and pie charts. Topic 04 - Listening Specific objectives:

02 08

Effective use of listening Contents: Introduction to listening Listening versus hearing Merits of good listening Types of listening. Techniques of effective listening Topic 05 - Formal Written Communication Specific objectives:

08 28

Use different formats of formal written skills. Contents: Office Drafting: Notice, memo and e-mail Job application with resume. Business correspondence: Enquiry letter, order letter, complaint letter,

adjustment letter. Report writing: Accident report, fall in production, investigation report. Describing objects and giving instructions

TOTAL 32 100

Contents

Chapter No. Topic Page No.

Unit-1: Introduction to Communication 1

1 Introduction to Communication 2

Unit-2: Effective Communication 29

2 Barriers to Communications 30

Unit-3: Non verbal & Graphical communication 42

3 Non verbal & Graphical communication 43

4 Graphical Communication 59

Unit-4: Listening 81

5 Listening 82

Unit-5: Formal Written Communication 89

6 Office Drafting 90

7 Business Correspondence 112

8 Report Writing 159

9 Describing Technical Object 173

Model Question Papers

Model Question Paper I 179

Model Question Paper II 181

Model Question Paper III 184

MSBTE Question Papers

Question Paper – Summer 2014 186

Question Paper – Winter 2014 188

Question Paper – Summer 2015 190

Question Paper – Winter 2015 193

Note: All the Textual questions and exercise are represented by * mark.

Basic Physics (F.Y.Dip.Sem.-1) MSBTEUnit I: Introduction to Communication

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Publications Pvt. Ltd. Target

Introduction to CommunicationUNIT I

Chapter - 1 Introduction to Communication

Basic Physics (F.Y.Dip.Sem.-1) MSBTECommunication Skills (F.Y.Dip.Sem.-2) MSBTE

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Publications Pvt. Ltd. Target h two way street a situation that requires mutual action from both sides decorum etiquette/respectable behaviour efficiency productivity intimidating to frighten someone or to make someone be in awe of you binding an obligation that cannot be broken and which is compulsory delegate to assign tasks/work to others animosity strong dislike for someone intend to have a course of action plan (purpose) red tapism the process of strictly following the rules and processes in an organization distortion changing the original form of a message power dressing the practice of dressing in a style intended to depict that one holds a crucial

position in the office We spend nearly 70% of our time in communicating with others. Ability to communicate effectively and in a clear, concise manner is a skill we all need to master. The word ‘communication’ is derived from the latin word “Communicare” or “Communics” which means “to share”. Language is the main tool which helps us in building relationships. Effective communication plays an important role in being able to influence those around you and to express your feelings the way one wishes to convey. Proper communication is required not only for our professional growth but also for our social growth. The communication sector has seen rapid growth in the 21st Century due to the advancement of technology. Because of which, one can contact anyone in any part of the world within seconds. Communication includes exchange of thoughts, messages, information or opinions through speech, signals, writing and/or non verbal expressions. It can be defined in the following ways : “Communication is an exchange of facts, ideas, opinions, or emotions by two or more persons.”

William. H. Newman and Charles. F. Summer Jr. “Communication is the process by which information is transmitted between individuals and/or organizations so that an understandable response results.”

Peter Little “Communication is the process of passing information and understanding from one person to another. It is essentially a bridge of meaning between people. By using this bridge of meaning, a person can safely cross the river of misunderstanding that separates all people.”

Keith Davis

Introduction to Communication01 Glossary

1.0 Introduction

1.0 (a) Communication

Basic Physics (F.Y.Dip.Sem.-1) MSBTEChapter 01: Introduction to Communication

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Publications Pvt. Ltd. Target One cannot survive or complete tasks properly without communicating with others. In our social lives, knowing how to talk well with people is very helpful. It helps build strong relationships which develop personal growth. The same skills are required in a professional set up as well. Major management functions are planning, organizing, delegating, controlling and co-ordinating. All these functions require effective communication skills. If one develops these skills, he/she can be a good listener and speaker who helps in carrying out tasks quickly and with least difficulties. Maintaining good communication with colleagues, seniors and everyone at work is a skill all employees must build. Effective communication skills play a major role in career growth as well. Social Need: Human beings are social creatures. Effective communication plays a pivotal role for the development of a society as a whole. Messages, ideas, feelings are exchanged effectively with the help of proper communication. Knowledge of the language, ethics and codes which are to be followed form the basic tool to develop better relationships with others. Professional Needs: An organisation is a social system which has people interacting and working at different levels. Proper communication helps convey one’s thoughts and ideas effectively. Proper co-ordination is possible with the help of proper communication. Timely delivery, implementation and execution of ideas and policies is possible only with the help of effective communicaition skills. Proper Communication skills form the base to develop soft skills like leadership, interpersonal relations, problem solving, conflict resolution. In today’s world, personal and professional success not only depends on one’s technical knowledge but also on one’s ability to understand, organise and convey the knowledge effectively. Thus, effective communication combined with soft skills is a must in every career . E.g. If Mohit, an HR professional wishes to ask his intern, Rohan to give a presentation about the project he has been assigned; it would be impossible to convey the same without talking or writing to him. In the same manner, Rohan too cannot give a presentation without proper communication. Thus, Communication is an integral process and plays a very crucial role in one’s life. Without communication, life is incomplete. The process of communication is a two way street. It requires a sender, a receiver and a message that is sent to the receiver. For proper communication, the message sent is required to be understood by the receiver. There after, a feedback is sent back to the sender by the receiver which informs that the message was effectively communicated. The process of communication can be broken down into several elements; which are stated as below:

1.1 Need for Communication

1.2 Communication Cycle

1.2 (a) Elements of Communication Cycle


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Publications Pvt. Ltd. Target i. Sender: He is a person who intends to and sends a message to someone through any medium.

E.g. If a teacher asks her students to keep quiet, she is the sender of the message. ii. Encoding: It is a process of converting ideas and thoughts into a message which can be easily

understood by the person receiving the message. The sender is the encoder of the message. iii. Message: It is the information which the sender intends to communicate to the receiver.

E.g. If an employee needs to inform his boss in another city that he has achieved the task assigned, he can write him an e-mail. In this case, the e-mail with details will be the message.

iv. Channel: It is the mode by which the message is transmitted to the sender. It is the carrier of

the message. The channel can be oral, verbal or in non-verbal form depending on the person or organization you communicate with. E.g. e-mail, letter, media, etc.

v. Receiver: He is the person who receives the message by listening, reading or understanding it.

E.g. If you call a friend to inform him about the date of an examination, he becomes the receiver of the message.

vi. Decoding: It is the function of converting and interpreting the message sent. It involves the

understanding of the message received. A receiver is the decoder of a message. vii. Feedback: It involves giving response to the message received. Feedback can be positive or

negative. Through feedback, it can be understood if the message has been successfully understood or not. Feedback is very important for improving communication skills and also performing the tasks well. E.g. If a senior at work gives feedback to the subordinate that he needs to check the work twice before sending; then such feedback would probably help the subordinate to improve at his job.

i. Importance of channel: Channel is the mode by which the message is transmitted to the

sender. A channel can be verbal or non-verbal. The channel should be selected as per the situation and the receiver of the message. While sending a message, the sender should consider the urgency of the message, receiver’s abilities and the availability of resources in order to send the message. The impact of the message can be effective only when it is sent through a proper channel as it ensures smooth transmission. On the other hand, selection of the wrong channel can lead to miscommunication and delay in the communication process. Thus, selection of proper channel plays a key factor in effective communication. E.g. If a person residing in the U.S.A. intends to communicate with someone residing in India, then opting to communicate through e-mail is much faster and economical rather than sending a post.

1.2 (b) Importance of Channel and Medium

Idea

Sender Channel Receiver Message

Encode Decode

Idea

Feedback

Communication Cycle


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Publications Pvt. Ltd. Target ii. Importance of medium: Medium is the channel or system used for communication. Different

communications require different mediums. Videos and emails are the right medium to reach a mass audience at a time. To discuss ideas and issues, an open forum is the right medium. Selection of the right medium is a key factor in marketing stratergies. Thus, without the right medium, effective communication is not possible.

The process of communication consists of both the sender’s as well as the receiver’s role. The process is the transaction between the two. Sender is the person sending the message. His role includes: i. Planning the message to be sent. ii. Encoding the message. iii. Transmitting the message in an effective way. i. Planning: This is the first step of the communication process. Here, the sender has certain

ideas that he would like to communicate. A thought process is then required to plan the sending of the message in an organized manner. The sender first determines all the information that needs to be conveyed and also its purpose. Once this is clear, he/she proceeds to plan on how to send the message. The message planned also needs to take into consideration other factors like who the receiver is, the receiver’s role, intelligence and experience of receiver and what the receiver is expected to do.

ii. Encoding: Encoding is the process of conversion of the message in a manner that is

understandable to the receiver. Code refers to the symbols, characters and signs of a language that form a message. The sender needs to bear in mind that the message formed should be understandable to the receiver.

iii. Transmitting: The sender is expected to select the best possible mode for transmitting his

message. The chosen channel can be verbal or non-verbal in form. Verbal messages could be Oral (telephone, face to face speaking, radio, cinema, Skype...) or written (letters, telex, e-mails, newspapers, SMS, printed material, circulars...). Non-verbal messages could be through any Graphical Language (charts, graphs, maps...) or through Body Language (using gestures, eye contact, posture, touch, facial expressions...).

Receiver’s Role To be able to communicate in the best possible manner, both, the sender as well as the receiver need to put in equal effort. Following are the roles of the receiver: a. The receiver has to receive the message sent by the sender. b. The receiver should try his/her best to understand the message by properly decoding it. c. The receiver should thereafter give appropriate feedback.

Sender Transmitting Planning Encoding

Sender’s Role

Receiver Receiving Giving FeedbackDecoding

1.2 (c) Process of Communication Cycle


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Publications Pvt. Ltd. Target i. Receiving: The initial role of the receiver is to receive the message sent by the sender. The

receiver is required to be attentive, alert and should have an open mind. Here, the receiver should be in a position to clearly interpret the message sent and understand its purpose.

ii. Decoding: Decoding is the process of understanding and correctly interpreting the intended

message sent by the sender. After receiving the message, the receiver’s next step is to decode the message. The receiver should try to understand and interpret the message sent by the sender. Written messages can be decoded by reading and trying to grasp the meaning. Oral messages can be decoded by being attentive to what the sender is saying, studying the body language and tone of the sender. Receiver is, thereafter required to give proper response to the sender and should attentively listen to the next message.

iii. Providing Feedback: The response provided by the receiver to the sender is known as feedback. It is the final link in the communication process. Without proper feedback, the communication process remains incomplete. This is because, the receiver lets the sender know if his message was interpreted correctly or not. It can also help solve queries, if any. The feedback may be positive or negative. In simple terms, it helps both the sender and receiver know that they are on right track or not.

E.g. Reene gets a call from Rajeev, who informs her that they have to work on a presentation. Reene is confused and asks him, which presentation is he referring to, as they had many projects at hand. Rajeev explained that he was referring to the financial modelling presentation. By properly observing this situation, had Reene not given feedback and asked about the details, the sending of the message would have been unsuccessful.

No. Encoding Decoding i. Encoding is the process of conversion of

the message in a manner that is understandable to the receiver

Decoding is the process of understanding and correctly interpreting the intended message sent by the sender.

ii. Encoding is the role of the sender. Decoding is the role of the receiver. For any organization, communication plays a pivotal role. It brings together the social system. For engineers, developing communication skills is considered important in order to perform tasks, manage teams and build strong interpersonal bonds. The types of communication can be broadly classified into various categories viz. Formal, Informal, Verbal, Non-Verbal, Vertical, Horizontal and Diagonal. Most of the times, these forms of communication are interlinked with each other.

1.3 Types of Communication

1.2 (d) Difference between Encoding and Decoding

Sender

Planning Transmitting

Receiver

Giving feedback Receiving

Communication Process

Encoding

Decoding


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Publications Pvt. Ltd. Target E.g. Formal and informal communication can be verbal or non-verbal. Similarly, formal and informal communication can be vertical, horizontal or diagonal. Formal communication is the type of communication where one needs to communicate in an official language. While communicating, he/she is required to follow certain rules and ethics. It should be well planned, precise and clear. Formal communication is most common in organizations. It can be in written or oral form. Formal communication can also be carried out in a diagonal, vertical or horizontal manner. It is time, language and topic bound. E.g. Mr. B. L. gives a motivational speech to his employees, praising their work, before the launch of a new product in the market. Advantages of Formal Communication i. Formal communication has an organized flow and takes place as per rules which are valid for

all. It is convenient to send/pass. Moreover, it reduces the chances for misunderstanding of a message.

ii. Formal communication is helpful for the smooth functioning of various branches and sub-branches in an organization. An important form of formal communication in an organization is e-mail. The e-mail needs to be informative, clear and crisp in form. E.g. If the HR department of an organization introduces a new policy for employees, it can choose to inform them by sending out an e-mail to all employees with all the required details.

iii. It helps maintain the decorum at a work-place. Formal communication allows everyone to treat others with respect and in a uniform manner, that allows maintenance of discipline.

Disadvantages of Formal Communication i. Formal communication can become a barrier for free flow of information. ii. Communicating formally consumes a lot of time and flows slowly. The process may even

prolong if rules in a standard format are to be communicated through letter writing. E.g. If an employee decides to write a formal request for transfer, he will be required to check the rules, go through the process needed to apply for the transfer and then file a formal request.

Types of

communication

Formal

Informal (Grapevine)

Verbal

Non-Verbal

Vertical

Diagonal

Horizontal

Oral

Writtten

Upward

Downward

1.3 (a) Formal Communication


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Publications Pvt. Ltd. Target iii. Red tapism and distortion can act as a barrier in an organization. This mainly happens when the

information has to pass through many levels. In organization with strict code of conduct, red tapism makes the process more complicated and may take more longer duration to accomplish the work.

Whereas, distortion can happen when information keeps getting transferred. Here, as each individual can have a different understanding of a message, it could end up changing the actual message.

Any unofficial communication in an organization can be termed as informal communication. Its application in the organization can be internal or external. Such type of communication exists along with the formal communication as it helps in maintaining a healthy environment in an organization. Here, the flow of communication is carried out without any restrictions and is performed in an informal fashion. Informal communication is the free flow of information and does not have any restricted channels. Such type of communication is required as man is a social animal and likes to connect in groups; as it helps in forming bonds among colleague. Thus, informal communication helps develop better relations. It is often called as grapevine communication as there is no definite channel of communication. It is friendly in nature and may include rumours, gossip and personal opinions. It is not time bound and does not need to have a specific purpose. Grapevine talk could be about sports, entertainment, studies etc. E.g. Two friends Bhavesh and Ganesh are discussing about what to order in the canteen for lunch. Bhavesh suggests they both have a chinese rice dish together. Ganesh agrees with the idea. Advantages of Informal Communication i. Informal communication is an effective method of communicating messages/ideas quickly as it

spreads like fire. ii. It can provide accurate feedback to the management. iii. It is a natural form of communication and is not time, topic or language bound. iv. If the feedback is used constructively, it can improve employer and employee relationship. v. It can be an outlet for frustrations and disappointments. Disadvantages of Informal Communication i. It can spoil the discipline in the organization. ii. It can spread rumours and/or incorrect news. iii. Such type of communication cannot be controlled as it can grow in several directions.

1.3 (b) Informal or Grapevine Communication

Oral communicationChannel

Ganesh Receiver

Ganesh agrees to have theChinese rice dish together

Feedback

BhaveshSender

Suggestion to have aChinese rice dish together.

Message


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Publications Pvt. Ltd. Target iv. If employees indulge in a lot of informal communication, quality of work can suffer due to lack

of focus. v. It can destroy the image of a person, group or an organization. vi. It may cause a waste of time and many-a-times cannot be relied upon. vii. It may prove harmful if not used constructively. Verbal communication is that form of communication where words are used to convey a message. It is the sharing of ideas or information through oral or written words. Advantages of Verbal Communication i. Verbal communication allows saving of time and money. ii. It allows addressing a large group of people at one point of time. iii. It can be used to send across various messages. Disadvantages of Verbal Communication i. If the speaker is prolonging his speech, it may create boredom. ii. Barriers may cause disruption in effective sending of message. The two types of verbal communication are oral and written. Through oral communication, one can convey messages through conversing in meetings, conferences, discussions, interviews, telephonic conversations, etc. Whereas, written communication relates to conveying messages by writing them through letters, e-mails, reports, memorandums, books, newspapers, etc. Oral communication means speaking to someone through words. It saves time and money. Here, the speaker can use his skills to communicate his thoughts in creative ways. The message can be conveyed quickly. Such type of communication is usually used in public gatherings, seminars and other such occasions. It is also very flexible and can be used to convey different messages and allows quick feedback. Features of Oral Communication i. Oral Communication is flexible i.e. it can be changed as per the situation and does not have a

specific format. ii. It allows easy understanding as the receiver of the message can follow up immediately. iii. It is spontaneous and natural. Such type of communication becomes easy when the parties

know each other. iv. It is also dependant on other factors such as non-verbal signs of body language. Advantages of Oral Communication i. It is quick and easy as people can communicate without much formalities. ii. It involves use of expressions, voice modulation and hence is interactive and more flexible. iii. Here, spontaneous feedback is possible as the message is conveyed quickly by the speaker to

the audience. iv. It can be used to convey different shades of meaning. v. It is useful for addressing a large group of people at a time.

1.3 (c) Verbal Communication

1.3 (c) i. Oral Communication


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Publications Pvt. Ltd. Target vi. Oral communication saves money and time. vii. It has a wider reach than other forms of communication. Disadvantages of Oral Communication i. It can be easily misunderstood, if not conveyed properly. ii. Here, language can serve as a barrier. iii. Various disturbances in such communication can lead to hindrance. iv. It cannot be used as an evidence as it has no legal validity. v. It is less reliable. vi. Lengthy speeches may not be effective for the audience. Written communication is the use of written words for communication. It is used more for formal purposes as it is accurate. Such type of communication requires knowledge of language, usage of correct grammar and being polite. Although, written communication can reach a large audience, it cannot spread the message to illiterate people. E.g. If people in an organization are located in different places, they can still communicate with each other through various written mediums such as e-mails and letters. Features of written communication i. Before communicating in written form, information needs to be properly organised. ii. The sender needs to plan the message in an organized form before sending it. iii. The receiver needs to ensure that he/she sends the appropriate reply with all the required

information. iv. Here, time plays an important role; both the sender and the receiver must try to write at the earliest. v. It helps build uniformity. vi. Proper communication requires command over language, proper construction of sentences,

logical sequence of points, legible handwriting or well formatted typing. Advantages of written communication i. Written communication is more reliable than other forms of communication. ii. It is a permanent record and can be used as an evidence. iii. It is more formal. iv. It can be used to reach a wide audience. v. Lengthy messages can be communicated more easily, without missing out the important points. Disadvantages of written communication i. Written communication takes more time and effort than oral communication. ii. It requires literacy. iii. It is more costly as resources are needed for communicating in written form, such as internet

for e-mail and stationery for letters. iv. It can be sometimes difficult to express oneself in the written form. v. It is more formal and requires certain rules to be followed while communicating. vi. Immediate feedback is not possible. vii. Doubts and misunderstandings cannot be cleared immediately.

1.3 (c) ii. Written Communication


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No. Oral communication Written communication i. Oral communication means speaking to

someone through words. Written communication is the use of written words for communication.

ii. It involves use of expressions, voice modulation and hence is interactive and more flexible.

Expressions and voice modulations cannot be used. Hence, It is less interactive and not flexible.

iii. Immediate feedback is possible. Immediate feedback may not be possible. iv. It does not have legal validity and cannot be

used as proof. It is a premanent record and can be used as proof.

Non-verbal communication is that type of communication where two or more people are able to convey messages to each other, without using oral or written words. In other words, in this type of communication, one needs to convey messages without speaking or writing. Here, messages can be conveyed through various mediums. For depicting important charts of growth, graphs or pie charts can bring together data of several years for better understanding. Sometimes, our facial expressions are enough to express how one feels. There are two types of non-verbal communication viz. oral non-verbal communication (is expressed through body language) and written non-verbal communication (is expressed through pie-charts and graphs). They are explained as below: i. Pie charts/graphs: These can be used while giving presentations, researching work, etc. ii. Posture: It is the way a person balances his or her body and positions. A good posture denotes

confidence, courage and a lot more. Slouchy shoulders or a hunched back can be seen as signs of nervousness or low self-confidence.

iii. Facial expressions: Expressions can depict a wide range of emotions such as joy, sorrow,

anger, nervousness, confidence, etc. E.g. raised eyebrows could be a sign of surprise. iv. Body movements: Maintaining a huge distance or standing too close can affect the

communication process. E.g. In a meeting, if an employee leans in too close to the boss, it shows disrespect and encroachment of an individual’s private space.

v. Appearance: A well dressed individual commands more respect than someone who does not

pay attention to how he/she presents himself/herself. In the corporate world, power dressing is a must to make a long lasting impression.

vi. Signs or symbols: One can communicate with others through signs as well. E.g. While talking

to someone, one can disagree with them by simply shaking head. Signs are as important as language. While speaking, one naturally uses his body in relation to what he is saying. A pat on the back may be a simple body movement, but it can be the sign of encouragement for a job done nicely.

vii. Silence: Sometimes, no response or silence can also communicate a message. Thus, depending

on the situation, different forms of non-verbal communication can be used.

1.3 (d) Non-Verbal Communication

1.3 (c) iii. Difference between Oral and Written Communication


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Publications Pvt. Ltd. Target i. Vertical information is the flow of information between employer and employee at high and low

levels in an organizational set-up. ii. If in the organization, information is passed on in an upward or downward fashion, it is called

as vertical communication. iii. Vertical communication is of two types viz., Upward and Downward communication. iv. E.g.: In an organisation; Upward communication can be defined as the flow of information or messages from a lower level inside an organizational hierarchy to a higher one. In simpler terms, it happens when a subordinate sends the message to a senior. Its flow is from the lower level of a hierarchy to the upper level. Upward communication gives voice to employees, maintains good relationships and can also help in giving job satisfaction. However, it is to be noted that, upward communication can also create a pressurizing atmosphere if subordinates do not communicate well. Bad attitude of the management can also cause problems in communication. E.g. An employee informs the production manager regarding a problem in production and that it needs to be fixed at the earliest. This is an example of upward form of communication. Features of Upward Communication i. It is helpful in letting the senior level of employees stay aware about the work. ii. It is built on mutual trust of everyone working in an organization regardless of the authority. iii. It allows junior level employees to send feedback. Advantages of Upward Communication i. It enables dialogue between people at all levels of a company; thus helping in better

understanding among employees of different levels. ii. All employers are actively involved in the decision making process. iii. It is an important form of communication for an organization to grow. iv. It plays a significant role in the formation of company’s policies. Disadvantages of Upward Communication i. It can be tricky to communicate from a lower level to the higher one. ii. If the higher level of management is not open minded, good or approachable, it can create

issues.

Production managerEmployee

1.3 (e) Vertical Communication

U MANAGING DIRECTOR D P O W MANAGERS W A N R SUPERVISORS W D A

STAFF AND WORKMEN R D

1.3 (e) i. Upward Communication


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Publications Pvt. Ltd. Target iii. Chances of misinterpretation of the message to be conveyed may increase. iv. Upward communication can take a lot of time. v. It can lead to a fear of failure as the employees would be hesitant to share bad news with their

seniors. Downward communication can be defined as the flow of information or messages from a higher level inside an organizational hierarchy to a lower one. In other words, it means the flow of information from the seniors to the subordinates. Since the sender is from the higher level i.e., seniors, it is mostly a set of instructions, orders or notices which are to be followed by the receiver. Thus, downward communication can be authoritative in nature. Downward communication is authentic, clear and concise. It also contributes in maintaining a healthy atmosphere in the organization. However, it can also be a bit intimidating and binding for junior employees. E.g. i. An e-mail sent by the principal to the staff teachers for a meeting. ii. The superviscor communicates with the college watchmen. iii. CEO of a company informing the marketing head of the company about the new marketing

strategy. Features of Downward Communication i. Very less chances of misunderstanding as the process is clearly defined. ii. It helps maintain discipline in an organization. iii. It is important for ensuring that the employees are well motivated and encouraged by seniors to

work better. iv. If the information shared is confidential, this form of communication is the most helpful. v. If decisions are not made as the staff’s beliefs, it can develop a negative atmosphere of distrust. Advantages of Downward Communication i. Downward communication helps to maintain discipline in an organization. ii. It increases efficiency in a workplace. iii. It allows proper communication of ideas, updates and feedback. iv. It is easy to delegate tasks through downward communication. Disadvantages of Downward Communication i. Since information can go through several levels, it may cause distortion. ii. Getting feedback can take a longer time as it goes through many levels. iii. It can be less motivating if the seniors are not encouraging in an organization. Horizontal communication refers to the interaction between people, divisions, departments or units within the same level of an organizational hierarchy. In simple terms, when people at the same level interact with each other, it is called horizontal communication. Horizontal communication promotes easy and quick decision making. It also leads to lesser ego issues as everyone is at the same level. It creates an environment that promotes co-operation and understanding. It can, however increase professional animosity sometimes.

1.3 (f) Horizontal Communication

1.3 (e) ii. Downward Communication


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Publications Pvt. Ltd. Target E.g. i. In an organization, communication between a senior manager from the HR department and

senior manager from the marketing department would be called horizontal communication. ii. When an project manager of a company enquires regarding the ongoing process of recruitment

for his team from the HR manager.

Features of Horizontal Communication i. It includes communication at the same levels of hierarchy. ii. It promotes dialogue between colleagues. iii. It can lead to quick solving of issues as messages do not take long to transmit. iv. It may get tricky due to the rivalry that can develop in an organization, if employees do not

communicate much with colleagues at differnt levels of a hierarchy. v. It can also lead to low productivity, if the employees are not willing to put in extra efforts to

talk to the people at senior or lower levels of an organization. Advantages of Horizontal Communication i. Promotes informal and friendly relations among co-workers. ii. Co-ordination in work becomes much easier, improving the quality of team-work. iii. Routine issues can be solved quickly and easily. iv. Misunderstandings can be easily cleared. v. Doing group activities can also become easier as employees who interact with each other,

would already have a connection. vi. Can be helpful in sharing of knowledge as people from different departments can help each other. Disadvantages of Horizontal Communication i. It can cause a dip in productivity, if the employees at the same level restrict themselves from

interacting with each other. ii. Chances of misunderstanding may increase if there is lack of mutual faith. iii. Lack of proper control can lead to excessive time wastage. iv. Technical language can act as a barrier. v. It can cause rivalry, arguments, conflicts, jealousy as all employees are at the same level and

aim to get promoted for their work eventually hampering the growth of the organization. Sharing of information among different levels of hierarchy in an organization or among organizations is known as Diagonal Communication. It can be in written or oral form. It can also be done internally or externally. Since organizations are growing fast, diagonal communication can happen in an upward or downward fashion. E.g. If an employee from an organization interacts with employees at differnt hierarchy or of another organization while conducting a survey, it will be termed as diagonal communication.

Human Resource Manager Project Manager

1.3. (g) Diagonal Communication


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Publications Pvt. Ltd. Target Features of Diagonal Communication i. It can be internal or external in form i.e. the communication that happens in the organization or

with other organizations. ii. It does not follow any set pattern. iii. It does not follow specific rules. Advantages of Diagonal Communication i. It is fast and easy. ii. It promotes a culture of dialogue in work environments. iii. It helps in gaining knowledge from others as information can be conveyed clearly and directly

without any distortions. iv. Sharing of more information among various departments helps increase productivity. v. It increases efficiency as dialogue takes place in both upward and downward levels. vi. All the departments of the organization are given equal importance. Disadvantages of Diagonal Communication i. It can be difficult if individuals are not co-operative. ii. If feedback or suggestions are not taken into consideration, it won’t be helpful. iii. Lack of specific procedure can lead to animosity with other organization and internal disregard

for authority. All employees should learn how to communicate effectively. Being able to do so will not only help the individual but the organization as well. To achieve the desired results in oral and written communication, certain principles are to be followed. They are as follows: i. Clarity in Encoding: When the message is being formed, it should be conveyed clearly. If it is

said in too complicated or lengthy words, it can confuse the receiver. ii. Clarity in stating the Purpose: The message should easily be able to state the purpose. Thus,

thinking through what to write is very important. After writing a message, the sender should go through it and check if it has clarity.

iii. Correctness of the message: The sender should ensure that the message is correct. It is the

duty of the sender to check whether the message is not incorrect or serving misguiding details.

1.4 Principles of Effective Communication

Chairman

Managing Director Supervisor Marketing Executive

Manager

Accountant

Assistant

Receptionist

Sales Man

Typist


16


MSBTE Questions

iv. Conciseness of the message: The message should be drafted in the most concise manner in order to ensure proper understanding. One should avoid lengthy messages as it may lead to confusion.

v. Completeness of the message: The message should have all the information the receiver needs to

understand it. Completing the message allows one to expect a quicker response with lesser doubts. vi. Coherence of the message: While conveying a message in written or oral form, it is important

to set it in a logical sequence. It should depict a clear picture of how things are. E.g. If you write a letter with a query about a product, the product name must be mentioned first before asking details such as its measurements, capabilities, etc.

vii. Courteous language: Communication is all about building relations and forming the right

impressions. It is necessary to always be courteous. One must avoid losing his cool. viii. Selection of proper channel: While sending a message, the sender should consider the

urgency of the message, receiver’s abilities and the availability of resources in order to send it. The impact of the message can be effective only when it is sent through a proper channel as it ensures smooth transmission. E.g. If a person residing in the U.S.A. intends to communicate with someone residing in India, then opting an e-mail is much faster and economical rather than sending a post.

ix. Knowledge about the receiver: The sender should know who the receiver is. This information

will accordingly help the sender to form the message. Moreover, such know-how would help the sender to use appropriate words, phrases and tone. This can even suggest the sender to select the appropriate channel for communication. A major role is played by the receiver’s age, experience, interest, knowledge, efficiency, etc.

x. Handling of barriers effectively: While communicating, the sender and receiver should keep

the barriers in mind. They should well in advance anticipate the probable barriers and plan accordingly. E.g. Sending e-mails to someone who lives in an area with no internet connection would not make sense.

xi. Maintaining a clear line of action and giving feedback: The sender should ensure that the

sent messages receive the feedback he is expecting. To receive a positive and prompt feedback. the sender should take care that he defines the timeline properly.

1. Explain in short : Encoding and Decoding. [S-11] [2 M]

OR What is meant by ‘Encoding’ and ‘Decoding’ in communication process? [W-15] [2 M] Ans: Refer 1.2 (a) – (ii) and (vi) 2. What are the roles of sender and receiver in communication. [S-11] [2 M] Ans: Refer 1.2 (c) [Introductory paragraph of Sender’s Role and Receiver’s Role is expected.] 3. ‘Without communication life is incomplete’- Explain. [S-11] [2 M] Ans: Refer 1.1 [Only introductory paragraph is expected.]


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Publications Pvt. Ltd. Target 4. State any four advantages of written communication. [S-11] [2 M]

OR State two advantages of written communication. [W-15] [2 M] Ans: Refer 1.3 (c) ii. - “Advantages of Written Communication”. 5. Define grapevine communication. [S-11] [2 M]

OR What is grapevine communication? Explain with example. [S-15] [2 M] Ans: Refer 1.3 (b) [Only introductory paragraph is expected.] 6. Explain any two principle of effective communication. [S-11, 13; W-13] [2 M]

OR Explain any four principles of effective communication. [W-15] [2 M] Ans: Refer1.4 7. Discuss the main principles of effective communication. [W-11] [4 M] Ans: Refer1.4 8. Explain the process of ‘Communication’ with a suitable diagram. [W-11] [2 M] Ans: Refer 1.2 (c) (Students are expected to frame the answer with the help of the topic.) 9. State the five principle of effective communication. [S-12] [2 M] Ans: Refer1.4 10. *Communication is a two way process. Explain.

OR Why is communication called a two-way process? [W-12; S-14] [2 M] Ans: Refer 1.2 (a) [Only introductory paragraph is expected.] 11. Elaborate any four principles of effective communication. [W-12, 13] [4 M] Ans: Refer1.4 12. *Draw the communication cycle and state the important elements.

OR Illustrate through a neat diagram the elements of communication process. [W-12] [2 M]

OR Draw a sample model of communication cycle. Explain with example their elements. [S-12] [8 M]

OR What are the different elements of communication cycle? [S-14] [4 M] Ans: Refer 1.2 (a) 13. What is meant by grapevine communication? Give examples. [W-13] [4 M] Ans: Refer 1.3 (b) 14. State the advantages of informal communication. [S-11] [2 M] Ans: Refer 1.3 (b) - “Advantages of Informal Communication”. 15. ‘Every career demands effective communication skill.’ Explain with example. [S-11] [4 M] Ans: Refer 1.1- “Professional needs”. 16. Give the merits and demerits of Oral Communication. [S-11] [4 M] Ans: Refer 1.3 (c) i. - “Advantages of Oral Communication” and “Disadvantages of Oral

Communication”.


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Publications Pvt. Ltd. Target 17. ‘Classroom communication is a two-way communication.’ Explain with example.

[S-11] [4 M] Ans: Classroom communication is a two-way communication process. Two way communication is

when both the sender and the receiver exchange information. E.g. In a classroom, a teacher teaches a particular topic using various modes of verbal and non- verbal communication. The teacher then needs proper feedback from the students to know if they have understood the topic clearly. For the feedback, the teacher starts asking questions to the students regarding the topic. Only when the students give reasonable answers will the teacher know that the students have understood the topic. This makes classroom communication a two- way process.

18. Why is it important to use the right medium and channel? [W-11] [2 M] Ans: Refer 1.2(b) 19. Define the term ‘feedback’. What is the role of feedback in the cycle of communication?

[W-11] [2 M] Ans: Refer 1.2 (c) – “Receiver’s Role (iii.)” 20. Differentiate between verbal and non-verbal communication. [W-11] [2 M]

OR Compare verbal and non-verbal communication. [W-15] [4 M] Ans:

No. Verbal communication Non-Verbal communication i. Verbal Communication is when

words (spoken or writen) are used to convey a message

Non-verbal communication is when body language, expressions, symbols and signs are used without words to convey a message.

ii. Verbal communication can be expressed in written and oral communication.

Non-verbal communication is expressed through body language, graphical presentations (graphs, pie-charts etc)

iii. Personal presence of the sender and receiver is not required as the message can be transmitted through phone calls, letters etc.

Personal presence of both the sender and the receiver is a must .

iv. In case of written communication, the message can be used as evidence

Non-verbal communication cannot be used as evidence.

[Any 2 points for 2 marks.] 21. State the merits of formal communication. [W-11] [2 M]

OR State two advantages of formal communication. [S-14] [2 M] Ans: Refer 1.3 (a) – “Advantages of Formal Communication”. 22. Why is it important to draft your message according to the receiver’s level? [W-11] [2 M] Ans: Communication is a process that involves the role of both the sender and the receiver. For the

communication process to be successful, proper feedback is required from the receiver’s end. Proper feedback can be provided by the receiver only when he/she understands the message in the way the sender had intended to. For this reason, the sender should draft the message according to the receiver’s level.


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Publications Pvt. Ltd. Target 23. Why does an engineer need oral communication skills? [W-11] [2 M] Ans: The engineering industry is a dynamic and ever changing world. To be able to grow, one needs

to know how to speak, listen and explain well. Good communication skills can make all tasks easier, lift team spirits and achieve success. Without proper communication skills, an employee cannot express himself well and may end up feeling frustrated. At all levels of the organization, communication is a skill that cannot be compromised on.

24. Give the examples of one-way and two-way communication. [W-11] [2 M] Ans: In one-way communication, information is transferred in one direction only i.e. from the sender

to the receiver. There isn't any opportunity for the receiver to give feedback to the sender. E.g. A person reading a book or newspaper, a notice regarding the exams dates been displayed

for the students, etc. Two way communication involves information being shared back and forth. E.g. A television

talk show where the anchor and the guest are communicating, parents-teacher meet where information regarding the student’s progress is given by the teachers and parents are permitted to ask questions and give their input.

25. What is the importance of vertical communication in an organization. [W-11] [2 M] Ans: Refer 1.3 (e) i. and 1.3 (e) ii. (Students are expected to frame the answer with the help of the

topic.) 26. Explain the term ‘diagonal communication.’ [W-11] [2 M]

OR Define diagonal communication. [W-15] [2 M] Ans: Refer 1.3 (g) [Only introductory paragraph is expected.] 27. Bring out at least four differences between oral and written communication. [W-11] [4 M]

OR Compare oral and written communication. [S-14] [4 M]

OR Distinguish between Oral and Written Communication. [W-12] [4 M] Ans: Refer 1.3 (c)iii. 28. State the features of communication. [S-12] [2 M]

OR Write any two characteristics of communication. [W-12] [2 M] Ans: The main features of communication are: i. It is a two way process that involves a sender and receiver. ii. It is irreversible and cannot be undone. Hence, precaution and thought must be put when

while speaking. iii. Communication may include rules. iv. It can include sharing of feelings, ideas, information or knowledge, etc. v. It involves trust and understanding. 29. How does informal communication develop better relations? [S-12] [2 M] Ans: Refer 1.3 (b) [Only introductory paragraph is expected.]


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Publications Pvt. Ltd. Target 30. Differentiate vertical communication and horizontal communication. [S-12] [2 M] Ans:

No. Vertical communication Horizontal communication i. Vertical information is the flow of

information between employer and employee at high and low levels in an organizational set-up.

Horizontal communication refers to the interaction between people, divisions, departments or units within the same level of an organizational hierarchy

ii. E.g. Communication between a manager and his intern, between a principal and student.

E.g. Communication between director of two companies, between a group of teachers.

31. Define the term ‘Encoding’ and ‘Decoding’. [S-12] [2 M] Ans: Refer 1.2 (c) – “Senders role (ii)” and “Receiver’s role (ii)” 32. ‘Feedback is communication-link’-Explain in brief. [S-12] [2 M] Ans: Refer 1.2 (c) – “Receiver’s Role (iii.)” 33. What is the importance of selecting proper channel? [S-12] [2 M]

OR Why is it important to select a proper channel for communication? [W-13] [2 M]

OR State the importance of selection of proper channel for an effective communication.

[W-15] [2 M] Ans: Refer 1.2 (b) – (i) 34. Define the term Encoding. [W-12] [2 M] Ans: Refer 1.2 (c) – “Sender’s Role (ii)”. 35. *Write an example of a communication event and identify the sender, receiver, message,

feedback and channel in it. OR Explain communication event with an example. [W-12] [2 M] Ans: A communication event is a situation where there is an exchange of thoughts, messages,

information or opinion through various mediums such as oral, writing, expressions etc. The event includes various elements such as: sender, message , medium/ channel , receiver and feedback. E.g. At the parent-teacher meeting, the teacher informs the parents about the child’s progress and also enquires about the schedule and method of studying of the student at home. The parents respond with the information about their child’s daily schedule and method of studying.

Oral Channel

Parents Receiver

Parents provide informationabout the child’s daily scheduleand method of studying.

Feedback

Teacher asking about the students schedule

and method of studyingMessage

Teacher Sender


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Publications Pvt. Ltd. Target OR

E.g. Communication event in an organization can be the task of communication between employees from different locations. If, Ram from Delhi wants to inform Dina from Mumbai that an order has been received for shipment, Ram can write Dina an e-mail. If Dina does not understand what the exact order is, she can reply and ask Ram about it. In this scenario, Ram is the sender, Dina is the receiver, e-mail is the channel and the message will be the order details. When Dina asks Ram about the order, it can be termed as the feedback.

36. Why is feedback necessary in communication? [W-12, 15; S-13, 14] [2 M]

OR Why is it important to seek feedback? [S-11] [2 M]

OR State the importance of feedback in communication. [W-13] [2 M]

OR What is role of feedback in communication process? [S-15] [2 M] Ans: Refer 1.2 (c) – “Receiver’s Role (iii.)” 37. Downward communication is generally authoritative in nature, explain. [W-12] [2 M] Ans: Refer 1.3 (e) ii. 38. Why should grapevine communication be checked and controlled? [W-12] [2 M] Ans: Informal commmunication should be checked and controlled as it can start with any particular

topic leading to rumours or incorrect news which can destroy the image of a person, group or organisation. Quality of work is affected due to lack of focus. As it flows freely, it can grow in several directions in a short span of itme. If not checked, grapevine communication can spoil the discipline and relationships in an organisation.

39. What is the role of receiver during the process of communication? [W-12; S-13] [2 M] Ans: Refer 1.2 (c) – “Receiver’s Role” [Only introductory paragraph is expected.] 40. How can grapevine communication be a disadvantage to an organization. [S-13] [2 M] Ans: Refer 1.3 (b) – “Disadvantages of Informal Communication”. 41. Give two examples of downward communication in your college. [S-13] [2 M] Ans: Refer 1.3 (e) ii. [Only examples are expected.] 42. Which are the basic types of communication. [W-12] [2 M] Ans: Refer 1.3 [Only introductory paragraph is expected.] 43. What are the basic types of communication that exist in any organization? [S-13] [4 M]

OR *List the types of communication with examples. Ans: Refer 1.3 [Shortly explain each type of communication.]

e-mailChannel

Dina Receiver

Dina enquires about the order Feedback

Order has been received for shipment

Message

Ram Sender


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Publications Pvt. Ltd. Target 44. Select the channel which will be the most suitable for sending the following information: (Internet, Graph, Complaint Letter, Poster, Telephone, Memo) i. To spread the message of water conservation among people. ii. To complain about the damaged books received by you. iii. To fill and submit exam form immediately. iv. To speak to your relatives in your native village. [S-13] [4 M] Ans:

No. Information Channel i. To spread the message of water conservation among people. Poster ii. To complain about the damaged books received by you. Complaint Letter iii. To fill and submit exam form immediately. Internet iv. To speak to your relatives in your native village. Telephone

45. What is the role of correct encoding and decoding in effective communication?

[S-13] [4 M] Ans: Refer 1.2 (c) – “Sender’s Role (ii)” and “Receiver’s Role (ii)”. 46. Depict any informal communication situation through a diagram of communication cycle.

[S-13] [4 M] Ans: Refer 1.3 (b) [Only introductory paragraph is expected.] 47. Define ‘decoding’ in the communication process. [W-13] [2 M] Ans: Refer 1.2 (c) – “Receiver’s Role (ii)”. 48. Write two situations in which two-way communication occurs. [W-13] [2 M] Ans: i. At an event, a chief guest delivers a speech and the public shows appreciation by

clapping at the end of the speech. ii. During a job interview, questions asked by the interviewer are answered appropriately by

the candidate applying for the job. 49. Classify the following examples into verbal, non-verbal communication or both. Make three columns: Group discussion, traffic-lights, chatting on facebook, showing a thumbs up sign. [W-13] [4 M] Ans:

Sr. No. Description/Example Type of Communication i. Group Discussions both ii. Traffic-lights Non-verbal iii. Chatting on facebook both iv. Showing a thumbs up sign Non-Verbal

50. State four advantages of oral and written communication. [W-13] [4 M] Ans: Refer 1.3 (c) i. for “Advantages of Oral Communication” Refer 1.3 (c) ii. for “Advantages of Written Communication”.


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Publications Pvt. Ltd. Target 51. Students give some roses and chocolates to their favourite teacher, on teacher’s day. The

teacher is happy to receive the roses and chocolates. Draw a communication cycle diagram showing the situation by identifying the elements of communication.

[W-13] [4 M] Ans:

52. Select the channel (medium) from the given options which will best suit for the following

purposes if you were the sender. (internet, telephone, memo, e-mail, oral communication, posters) i. To send an urgent attachment to the branch office of your company. ii. To spread awareness to the students about the harmful effects of smoking. iii. To praise/appreciate the students for their good work. iv. To warn a junior engineer for his negligence in the duties. [W-13] [4 M] Ans:

Sr. No. Purposes Channel/Medium i. To send an urgent attachment to the branch office of your

company. e-mail

ii. To spread awareness to the students about the harmful effects of smoking.

posters

iii. To praise/appreciate the students for their good work. oral communication iv. To warn a junior engineer for his negligence in the duties. memo

53. Define verbal communication. [S-14, 15] [2 M] Ans: Refer 1.3 (c) [Only introductory paragraph is expected.] 54. Write two disadvantages of written communication. [S-14] [2 M] Ans: Refer 1.3 (c) ii. “Disadvantages of Written Communication”. 55. Mention two examples of effective communication. [S-14] [2 M] Ans: Communication in which the message received by the receiver is understood by him/her as

intended by the sender and feedback is provided by the receiver to the sender is called as effective communication.

i. When a student gives a presentation and at the end, the teachers and classmates react by applauding it, is an example of effective communication.

ii. When a student enquiries about a doubt in a topic and the teacher clarifies the doubt. 56. Why it is important to select a proper channel for communication? Explain with suitable

examples. [S-14] [4 M] Ans: Refer 1.2 (b) – “Importance of Channel” 57. Write advantages and disadvantages of written communication. [W-14] [2 M] Ans: Refer 1.3 (c) ii. “Advantages and Disadvantages of Written Communication.”

Roses and chocolatesChannel

Teacher Receiver

Teacher is happy Feedback

StudentsSender

Thanking and appreciating the teacher

Message


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Publications Pvt. Ltd. Target 58. Why is it important to analyse the receiver? [S-14; W-13] [2 M]

OR Why is it necessary to analyse the receiver? [W-15] [2 M] Ans: Communication is a process that involves the role of both the sender and the receiver. For

the communication process to be successful, proper feedback is required from the receiver’s end. Proper feedback can be provided by the receiver only when he/she understands the message in the way the sender had intended to. For this reason, The sender should know who the receiver is. This information will accordingly help the sender to form the message. Moreover, such know-how would help the sender to use appropriate words, phrases and tone. This can even suggest the sender to select the appropriate channel for communication.

59. Differentiate between encoding and decoding. [W-14] [2 M] Ans: Refer 1.2 (d) 60. What are advantages and disadvantages of informal communication? [W-14][2 M] Ans: Refer 1.3 (b) “Advantages and Disadvantages of informal communication”. 61. Define communication with an example. [S-11] [2 M]

OR Define the term communication. [S-13] [2 M]

OR What is communication? Explain with a definition. [S-15] [2 M]

OR *Define Communication. [W-13; S-14] [2 M] Ans: For definition of Communication – Refer 1.0 (a) For example – Refer 1.1 (wherever applicable) 62. What is formal communication? Give one example. [S-15] [2 M]

OR Define formal communication [W-15] [2 M] Ans: Refer 1.3.(a) [Only introductory paragraph is expected.] 63. ‘Communication is a two way process.’ Explain with diagram and example. [S-15] [4 M] Ans: Refer 1.2 (a) 64. Classify the following examples into verbal and non-verbal communication or both. Make

three columns: Raising hand, Speech, Report, Traffic signal, Chatting on Internet, Notice, sign on speed breaker, interview. [S-15] [4 M]

Ans: Sr. No.

Description/Example Type of Communication

i. Raising hand Non-Verbal ii. Speech Verbal/ Non-Verbal iii. Report Verbal iv. Traffic signal Non-Verbal v. Chatting on Internet Verbal/ Non-Verbal vi. Notice Verbal vii. Sign on speed breaker Non-Verbal viii. Interview Verbal/ Non-Verbal


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Publications Pvt. Ltd. Target 65. Select the channel (medium) from the given options which will best suit for following

purposes, if you were the sender: (options : e-mail, gestures, telephone, notice, memo, posters) i. to communicate with friend who is staying abroad. ii. to warn employee to avoid misbehavior in the company. iii. to communicate to a person who is dumb and deaf. iv. inviting your friends for a get together. [S-15] [4 M] Ans:

Sr. No.

Purposes Channel/Medium

i. to communicate with friend who is staying abroad telephone/e-mail ii. to warn employee to avoid misbehaviour in the company memo iii. to communicate to a person who is dumb and deaf gestures iv. inviting your friends for a get together telephone/e-mail

66. State the types of communication involved in following situation. Present all the elements

in communication process diagram. An old man making enquiry with booking clerk about reservation of a ticket to Delhi. The

clerk says that the tickets are not available. [S-15] [4 M] Ans: The type of communication involved in the given situation is Formal Communication.

67. Write two situations of vertical communication. [W-15] [2 M] Ans: Vertical information is the flow of information between employer and employee at high and low

levels in an organizational set-up. Vertical communication is of two types viz., Upward and Downward communication.

E.g. i. Upward communication: An employee informs the production manager regarding a problem in

production and that it needs to be fixed at the earliest. This is an example of upward form of communication.

ii. Downward communication: CEO of a company informing the Marketing Head of the company

about the new marketing strategy.

Oral Channel

The old man Sender

Enquiry about reservation of a ticket to Delhi

Message

The tickets are not availableFeedback

Booking Clerk Receiver

Production managerEmployee

Marketing HeadCEO


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Publications Pvt. Ltd. Target 68. Classify the following examples into formal and informal communication or both. class-room communication, talk with friends, business meeting, family talk, gossip with

friends, an interview. [W-15] [4 M] Ans:

Sr. No.

Description/Example Type of Communication

i. Class-room communication Both ii. Talk with friends Informal iii. Business meeting Formal iv. Family talk Informal v. Gossip with friends Informal vi. An interview Formal

69. Communication is an integral process. Justify the statement. [W-15] [4 M] Ans: Refer 1.1 [Students are expected to frame the answer with the help of the topic.] 70. Explain communication cycle with diagram. [W-15] [4 M] Ans: Refer 1.2 (c). [Students are expected to frame the answer with the help of the topic.]

*EXERCISE 1 I. Answer the following questions in 25-30 words: 1. What is communication? Explain it with suitable examples. Ans: For Communication definition – Refer 1.0 (a) For example – Refer 1.1 2. Why is oral communication essential? Ans: Refer 1.3 (c) i. – [introductory paragraph] and “Features of Oral Communication”. 3. Explain the term, ‘encoding’? Who is the encoder of the message? Ans: Refer 1.2 (a) (ii) 4. What is Decoding? Who is the decoder of the message? [S-15] [2 M] Ans: Refer 1.2 (a) (vi) 5. What is Oral Communication? Ans: Refer 1.3.(c) i. [Only introductory paragraph is expected.] 6. What are the advantages of oral communication? [S-15] [2 M] Ans: Refer 1.3.(c) i. “Advantages of Oral Communication”. 7. State two disadvantages of oral communication. Ans: Refer 1.3 (c) i. “Disadvantages of Oral Communication”. 8. What is non-verbal communication? [W-13] [2 M] Ans: Refer 1.3 (d) [Only introductory paragraph is expected.] 9. Explain horizontal communication with examples. [S-15] [2 M] Ans: Refer 1.3.(f) [Only introductory paragraph is expected.] 10. What is vertical communication? Give one example. Ans: Refer 1.3.(e) [Only introductory part is expected.]


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Publications Pvt. Ltd. Target 11. What is diagonal communication? Give one example. [W-12; S-13, 15] [2 M] Ans: Refer 1.3 (g) [Only introductory paragraph is expected.] 12. State two disadvantages of grapevine communication. Ans: Refer 1.3 (b) “Disadvantages of Informal Communication”. II. Answer the following questions in 60-80 words: 1. State the importance of communication skills in the engineering industry? Ans: The engineering industry is a dynamic and ever changing world. To be able to grow, one

needs to know how to speak, listen and explain well. Good communication skills can make all tasks easier, lift team spirits and achieve success. Without proper communication skills, an employee cannot express himself well and may end up feeling frustrated. At all levels of the organization, communication is a skill that cannot be compromised on. E.g. An engineer has to explain all the details of a bridge that he is going to be built in a suburban city. His presentation will include several details such as how the bridge will be built, how will it help the community, why is it a practical solution, the costing and time that will be taken to construct it. Engineers need communication skills to make people clearly understand how everything is going to work and they need to be able to solve problems quickly to get tasks done on time.

2. Explain any three principles of effective communication. Ans: Refer 1.4 3. Write four disadvantages of oral communication. Ans: Refer 1.3 (c) i. “Disadvantages of Oral Communication”. 4. State the advantages and disadvantages of written communication. Ans: Refer 1.3 (c) ii. “Advantages and Disadvantages of Written Communication.” 5. What are the types of verbal communication and describe its merits? Ans: Refer 1.3.(c) [Only introductory paragraph is expected.] 6. Classify non-verbal communication and mention its types. Ans: Refer 1.3.(d) 7. Describe vertical communication with two examples. Ans: For Vertical Communication Refer 1.3.(e); For Examples – Refer 1.3(e) i, 1.3(e) ii. 8. Explain formal communication with examples. Ans: Refer 1.3.(a) 9. List disadvantages of informal communication. Ans: Refer 1.3.(b) “Disadvantages of Informal Communication” 10. Give two examples of diagonal communication with the help of a diagram. Ans: Sharing of information among different levels of hierarchy in an organization or among

organizations is known as Diagonal Communication. For Example: i. The accountant of an organisation needs to correspond with the purchase manager of the

organisation regarding a purchase order. AccountantPurchase Manager


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Publications Pvt. Ltd. Target ii. The peon of a college corresponds with the teacher regarding a students.

PRACTICE SECTION 1. What is the difference between a medium and channel? 2. How does positive and negative feedback help in improving quality of work? 3. Explain the importance of interpreting messages correctly. 4. State an example of Grapevine communication and how it can cause discord. 5. State the advantages and disadvantages of diagonal communication. 6. State the types of communication involved in following situation. Present all the elements in

communication process diagram. An employee making enquiry with a booking clerk about reservation of a hotel room for his official trip to Kolkata. The clerk says that the tickets are not available.

7. Select the channel (medium) from the given options which will best suit for following purposes, if you were the sender:

(options : e-mail, gestures, telephone, notice, memo, posters) i. to communicate with friend who is staying abroad. ii. to warn employee to avoid misbehavior in the company. iii. to communicate to a person who is dumb and deaf. iv. inviting your friends for a get-together. 8. How does anticipating all the probable barriers help in effective communication. 9. Explain the social need for communication. 10. How is proper planning by the sender before sending a message essential for effective

communication.

Teacher Peon

Best of luck to all the aspirants! - Target Publications · 3.2 Aspects of body language (Kinesics)...

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