The Art Of Communication

HDF School of Management

Naranpur, Belagachhia, Cuttack – 754005 Website: hdf.ac.in, hdf.org.in E. Mail ID: [email protected]

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Compiled & Programmed By – CB Mishra [email protected], [email protected] www.holynexus.blogspot.com

Preface Communication, is nothing new to this universe. It is as old as the evolution of life on this earth. With the change in life patterns, several developments have been witnessed in this process. However, with the advancement of Science & Technology during the recent past years, this process drew attention as a subject of study and research. The outburst of Information-Technology has virtually reduced the Space and Time between different locations and has brought the world communities together by downsizing the world to a global village. On the advent of Globalization and Trade-Liberalization across the globe, the necessity of streamlining and eliminating the complexity of communicating with one another was deeply experienced. The new trend demands: 1. A common universal language 2. Protocol of language 3. Knowledge on Trans-cultural behaviours. Though, advancements in scientific outlooks have provided all the comforts, conveniences and luxuries to the mankind, yet happiness, what we desperately long for, is drifting away from us. In the social outfit, the world is now in a deplorable state. Anxiety and Depression has set in. Hatred and violence have started commanding our way of life. Losing control over the human inter-action is one of the many reasons for this present deteriorating situation. The time warrants a better understanding of other’s feelings and needs. On the above context, “The Art of Communication”, has emerged as a power-tool, adding a new indispensable wing to the subject of “Soft-Skill”.

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INDEX Effective Communication Conversation Control Business Communication Netiquettes Attitude Listening Skills Leadership Credo Positive & Negative People Silence

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Leadership Credo Trust yourself and your own instincts Respect others at all times Keep smiling Love yourself Share and stay together Enjoy what you do Always learn new things Accept responsibility for yourself and your actions Leave the world a better place than you found it Ask "why" and "why not" Look at "problems" as "challenges" See everyday as a gift Be grateful, always And, most of all, remember that I love you.

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Communication Skills At an early age or during prime youth, anyone can develop these skills through a little practice, to derive better results. However, reinforcement of these skills by substituting deep rooted traits at the advanced stages of life, make this practice not only a difficult task to adopt; but also sometimes quite impossible too. 1. 2. 3. 4. 5. 6. 7. 8. 9.

Taking responsibility for one's messages Claiming ownership for one's messages Preparing to listen Encouraging the speaker to speak more Reflecting on what the speaker has to say Adapting to difference of opinions Being open minded Acknowledging differences Assessing without being judgmental To Page 2/2

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Communication Skills 10. Accepting feedback 11. Being assertive 12. Ability to share one's thoughts 13. Sharing one's feelings 14. Conveying to others a message without commanding or dictating terms 15. Being aware of the information coming in 16. Maintaining a communication wheel of conclusions, sense data, emotions, impact and desire 17. Calm repetition to drive in a message 18. Addressing people by their name

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Depth of Comm. Skill This is the process to timely assess one’s own status level in communication, to bring improvement upon different areas of skills. 1. 2. 3. 4. 5.

Ability to explain a concept differently so that all those present understand it at their level Ability to resolve conflicts so that it is a win-win for all Ability to be concise and clear Ability to convey thoughts in a focused and concrete manner Ability to confront a situation without ruffling any feathers

1. 2. 3. 4. 5.

Ability to explain objectively without evaluating Ability to provide specific details supported by concrete examples Ability to convey with and empathetic statement Ability to monitor emotional reactions and filter out irrational thoughts Ability to project oneself into the audience's point of view

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Eyes The study of the role of eyes in nonverbal communication is sometimes referred to as "Oculesics". Eye contact can indicate interest, attention, and involvement. Gaze comprises the actions of looking while talking, looking while listening, amount of gaze, and frequency of glances, patterns of fixation, pupil dilation, and blink rate. Centered – Focused Gazing up – Thinking Gazing down – Shame Gazing side – Guilty Wandering – Disinterested, Bored

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Lips Lips-Parted: Relaxed, Happy Lips-Together: Possibly concerned Lips-Wide-Open: Very happy/ Angry

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Face

The face is an important source of information. Since the face cannot be easily hidden, it is an important source of nonverbal information and communicates a variety of emotions. In addition, eye contact, pupil size, and the smile provide additional cues to informed observers.

Sad

Fear

Surprise

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Joy

Disgust

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Anger

Arms Crossed – Angry, Disappointing Open – Honest, Accepting

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Hands On top of the head – Amazement Scratching head – Puzzled, Confused Rubbing eyes – Tired Rubbing chin folded – Thinking, Timid, Shy

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Fingers

Body Posture

OK Signal – Fine V Signal - Peace Interlocked – Tense Pointing at you – Angry

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CLUES

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Posture Clues Open

Responsive

Reflective

Forward

Back Combative

Fugitive

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Forms of Communication

SPEED

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Netiquettes E-mail, Blogging, and Digital-Socializing etc. are some of the informal ways of communicating instantly with the people across the globe. Therefore, some basic rules of languages, styles, and conducts are most essential to safe guard the modesty of self as well as others. The etiquettes of interacting through the WEB is called Netiquette or NetworkEtiquette. • • • 4. 5. 6. 7. 8. 9.

DO NOT TYPE IN ALL CAPS. This is perceived as shouting. Use emoticons (Smileys) when trying to convey a tone of voice :) Limit line length to 65-70 characters across. Otherwise some e-mail programs will wrap the text at wrong points or not wrap it at all. Consider carefully what you write; it’s a permanent record and can be forwarded easily to many others. Write succinctly. Don’t waste bandwidth. E-mail may be inexpensive to most, but not to all. Don’t attach large files (over 50K) without getting permission from your recipient first. Don’t attach files for posting to discussion groups. Turn off e-mail formatting (non-ASCII) when posting to a discussion group. Don’t send entire web pages to a discussion group, just the URLs (http’s). Page 2/3

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Netiquettes 1. When sending a web site address, always type it in the form of http://… because some e-mail programs will permit the user to click on a web address to go right there. Without the http:// prefix these programs will not recognize it as such. 1. Don’t blatantly promote your business by posting an advertisement to a discussion group, without the permission of the moderator, if there is one. Otherwise, you are "spamming". Spamming is the sending of unsolicited emails which provoke complaints from the recipients. 12. Write descriptive subject lines. Many busy people will only open messages with captivating subject lines. Think creatively. 13. Don’t quote back an entire message, respond only to one or two points. This is very annoying to your recipients. Some e-mail programs automatically sets up to quote the original message when replying and put you at the end of that message. Page 3/3

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Netiquettes 1.

When forwarding messages, put your comments at the top of the message.

3.

Don’t over use acronyms like BTW (by the way) or IMHO (in my humble opinion). Not everyone is experienced with this jargon and they may not want to admit their confusion –possibly losing you point.

5.

Do not forward personal e-mail to a discussion group without getting the author’s permission first.

7.

Read over your e-mail before you send it. Although e-mail is a more informal method of communication than writing a letter, be sure you make sure your points are clear and concise. Use a spell checker if available.

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Effective Communication Introduction, Goal, Aim & Objective

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Process of Communication

H

Styles of Communication

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Patterns of Communication

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Types of Communication

O

Methods of Communication

P

M E

P A

Forms of Communication

G

Results of Communication

E

Quality of Communication Communication Skills Depth of Skills

Communication INTRODUCTION AIM:

   

GOAL: OBJECTIVE:

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SOURCE

ENCODING

CHANNEL

DECODING

 Data Stimulation

    

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 Internal.  External. Data Process / Filter Processed Data Input – (Sender) Communicative Media Data Output – (Receiver) Feed-back / Response. Home Page

RECEIVER

Quality of Communication The quality of Communication depends on: 

Intentional or Un-intentional.

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Static or Dynamic.

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Trans-active or Inter-active.

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Systematic Approach.

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Context / Environment.

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Clear defined goal.

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Communication media.

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Nature of message.

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Response

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Remember that various situations call for different speaking styles, just as various writing assignments call for different writing styles. Here are four different styles that will suit every occasion: 1. Expressive Style: It is spontaneous, conversational, and uninhibited. Used while expressing Feelings, Joking, Complaining, or socializing. 2. Directive Style: It is an authoritative and judgmental style. We use this style to give orders, exert leadership, pass judgment, or state our Opinions. 3. Problem-Solving Style: It is rational, objective, unbiased, and bland. This is used in business environments, while solving problems and conveying routine information. 4. Meta Style: It is used to discuss the communication process itself. Metalanguage enable us to talk about our interactions.

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Classic Pattern To impress the audience.

Modern Pattern To influence the audience.

Concise context.

Precise context.

Elegant and Sophisticated.

Simple and Modest.

Passive voice.

Active voice.

Connotative.

Denotative.

Verbose with Hard & Uncommon words.

Short & Simple in vernacular English.

Static.

Dynamic.

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Results of Communication. Satisfaction :

Positive response. A Feeling Like a Winner. Discovering similar Feelings and Opinions.

Dissatisfaction:

Negative response. A Feeling Like a Loser. Misinterpretation Discovering difference in perception. Miscommunication.

Orientation:

Develop and maintain a long-term healthy

relationship.

Create an amiable win-win situation for Mutual- trust and Confidence.

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Communication is composed of following four elements. Of these, some are more effective in delivering a message, than others. 1. Words 2. Voice 3. Tone 4. Non-verbal clues. According to research, in a conversation or verbal exchange: Words are 7% effective Tone of voice is 38% effective Non-verbal clues are 55% effective.. Basically, two methods i.e. Verbal and Non-Verbal are very often widely discussed. Both these methods interact with one another either consciously or unconsciously. Any disharmony between them, may send out wrong messages. Verbal Communication

Non-Verbal Communication

Inter-action of VERBAL & NON-VERBAL Comm.

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The classifications generally include: Verbal and Non-verbal Technological and Non-technological Mediated and Non-mediated Participatory and Non-participatory Commonly known types of Communications are: Intra-personal Communication : Communicating with the Divine and with Spirits in the form of Prayers, Rites and Rituals. Inter-Personal Communication : It is essentially a face-to-face dialogue or a conversation between two or more people.

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Inter-Personal Communication may be: Focused Interactions (Planned): This implies that the two or more persons involved are completely aware of the communication happening between them. Unfocused interactions (Unplanned): This occurs when one simply listens or observes, persons with whom one is not conversing. Non verbal communication : This includes aspects such as Bodylanguage, Gestures & Graphic presentations etc.

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Non-Verbal Communication It refers to all external stimuli other than written or spoken words. According to research, in a conversation or verbal exchange: 1. Words are 7% effective 2. Tone of voice is 38% effective 3. Non-verbal clues are 55% effective.. Argyle, in the year 1988, concluded there are five primary functions of nonverbal bodily behavior in human communication:

Non-Verbal Behaviours Non-Verbal Barriers

 Express emotions

Visual Skills

 Express interpersonal attitudes  To accompany speech in managing the cues of interaction between speakers and listeners

Auditory Skills Emotional Skills

 Self-presentation of one’s personality  Rituals (Greetings) Stop

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Non-Verbal Barriers Non-Verbal Clues

Gestures out of exasperation

Flashing eyes

Slouching

Rolling eyes

Hunching

Quick movements

Lack of personal hygiene

Slow movements

Doodling

Arms crossed

Avoiding eye contact

Legs crossed

Staring at people Over fidgeting

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Kinesics, or body language, is one of the most powerful ways that humans can communicate non-verbally. It is used to portray moods and emotions and to emphasize or contradict what is being said. “WHAT you say is not nearly as important as HOW you say it”

1. Body language 2. Gestures.

Kinesics

Gestures

3. Pictures, Posters, colours & Graphs etc.

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Graphic Clues

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Gestures Gestures, the movements of arms and hands, are different from other body language. Gestures tend to have a far greater association with speech and language, having specific linguistic content. Five types of Gestures:1. Direct replacement of words 2. Shaping what is being said 3. Shows of emotion

Emblems Illustrators

Affect displays

4. For controlling the flow of conversation

Regulators

5. Self oriented tension relievers and other forms

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Metaphoric

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Emblems Emblems are specific gestures with specific meaning, that are consciously used and consciously understood. They are used as substitutes for words and are close to sign language than everyday body language. For Example:Holding up of hand with all fingers closed in except the index and second finger, which are wide apart, can mean ‘V’ for Victory or Peace

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Illustrators Illustrators or Iconic gestures are closely related to speech, illustrating what is being said, painting with the hands. This gestures are useful as they add detail to the mental image that the person is trying to convey.

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Affect Displays It is used to display emotions, from a tightening of a fist to many forms of self touching and holding the self. Holding hands or the whole body can indicate anxiety. Self-preening can show a desire to be liked and can indicate desire of another.

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Regulators It is used to control turn-taking in conversation. For Example: As one completes his/her words, he or she may drop the arms. At the same time, a person wanting to speak may raise an arm to as if to grasp the way forward.

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Metaphoric Metaphoric gestures are in three dimensional space and used, to shape an idea /concept while being explained. Specific shapes such as finger pinches and physical shaping More general waving of hands that symbolizes the complexity of what is being explained

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Haptics Research has found that touching can create both positive and negative feelings. Your feelings are positive when the touch is perceived to be natural. A person gets the opposite feeling when the touch is perceived to be manipulative or insincere. Touch is experienced in many ways. Handshakes, pats, and kisses are just a few of the ways one can communicate by touching.

Chronemics Chronemics is the study of the use of time in non-verbal communication. The way we perceive time, structure our time and react to time is a powerful communication tool, and helps set the stage for communication. Time perceptions include:

1. Punctuality

4. Willingness to wait

2. The speed of speech

5. How long people are willing to listen

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6. The tempo and rhythm of communications

Proxemics It is the study of how people use and perceive the physical space around them. The space between the sender and the receiver of a message influences the way the message is interpreted. The perception and use of space varies significantly across cultures[ and different settings within cultures. Space in non-verbal communication may be divided into four main categories: (Scott Mclean, 1969) Intimate ……………………………………(Physical contact to 18’’) Social ……………………………………….(4’ to 12’) Personal …………………………………..(18” to 4’) Public ………………………………………(12’ to As far as one can see & hear) The distance between communicators also depends on Sex, Status, and Social role. Proxemics was first developed by Edward T. Hall during the 1950s and 60s. Territoriality is used in the study of Proxemics to explain human behavior regarding personal space. Zargie & Dickson (2004) identify 4 such territories:

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Territories

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Artifacts rtifacts are often used to communicate information about oneself. These are objects, such as clothes, jewelry, pictures, trinkets, which express one’s interests, hobbies, status, or lifestyle.

ften noted in democratic societies, where all are thought to be equal, artifacts are used to announce inequalities that for reasons of taste and conformity, cannot be expressed in words.

ne of the most influential artifacts a person possesses is one’s wardrobe.

uch psychology and communication research supports that:

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Kinesics Kinesics is the study of body movements, facial expressions, and gestures. It was developed by anthropologist Ray L. Birdwhistell in the 1950s. Kinesic behaviors include mutual gaze, smiling, facial warmth or pleasantness, childlike behaviors, direct body orientation, and the like. Birdwhistell proposed the term Kineme to describe a minimal unit of visual expression, in analogy to a Phoneme which is a minimal unit of sound. According to Patricia Ball "To effectively communicate, it’s not always what you say, but what your body says, that makes the difference.” There are different types of Body body Languages movement one can follow to come across as being too strong or too weak.

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Auditory Non-Verbal Tone of voice, Sounds of Bells, Tunes and Whistles etc. expresses messages and moods / feelings.

Paralanguage, sometimes called vocalics, is the study of non-verbal cues of the voice. Various acoustic properties of speech such as tone, pitch and accent, collectively known as Prosody, can all give off non-verbal cues. Paralanguage may change the meaning of words.

he linguist, George L. Trager, developed a classification system which consists of: 1. Voice set : The is the context in which the speaker is speaking. This can include the situation, gender, mood, age and a person's culture. 2. Voice qualities: The are volume, pitch, tempo, rhythm, articulation, resonance, nasality, and accent. They give each individual a To Page- 2/2 "voice print“.

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unique

The foundation of effective communication lies in knowing the fact that, the formal language and style is designed to Impress; where as the plain English is designed to Express.

Saxon / British English words are most familiar, ready to use and easily understood. Roman / Latin

Saxon / British

Corpse

Dead body

Animate

Living

Loquacious

Talkative

Anarchy

Lawlessness

Centennial

100th anniversary

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In everyday activities, verbal communication plays a vital role in expressing Ideas, Actions and Emotions to others. In the active state during the time span of 24 Hrs, one entirely engages him/herself by utilising 90% of it in verbal-communication only. Though, verbal method of communication contributes a very little in delivering meaningful messages, yet it consumes a whole lot of one’s valuable times. If right skills are developed

Writing Skills Speaking Skills Verbal Intelligence Verbal Barriers

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Mind Control Through the "mind control“ language, a good expository writer leads the reader's mind to go only where he directs it, and nowhere else. Ambiguous terms (weasel words) i.e. "hot", "cold", "big", "small", "good", "bad", etc., allow the reader's mind to escape from the writer's control. Too many weasel words in a text will inevitably lead the reader to confusion, boredom and disinterest. Reader Confidence Precise information generates confidence, and is important to business writing, because it tells the reader that the writer really knows what he is talking about. Importance of logical linking Precise data (Facts) by themselves are insufficient in business writing. To be meaningful, data must be organised to create information, i.e. help the reader understand. ABSTRACTS

CONCRETE

A piece of Art

A painting / Statue

Significant Rise

@ or % rise

The Majority

-- %

Near / Foreseeable Future

By Monday evening

Labour-saving Device

Automatic machine

Substantial Gain

@ --% interest

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Objective: To convey information to someone else or to request information from them. Attitude: No one wants to read what you are going to write. Most people don't like to be instructed and informed. They probably would much prefer to be doing something else. Approach: Organise information to generate interest. Clever use of language will never make dull information interesting; however, you can organise the information to make it interesting. Forget about literary-pyrotechnics. Concentrate on content. The fundamental purpose of expository writing is to instruct and inform. Texts, such as Memos, Reports, Proposals, Training-manuals, News-letters, Research papers, Business communication etc, fall in this category. Business-Communication, poses extra challenges for the writer. Because business people are bombarded with information and have little time to read it. The writer’s duty is no different from that of the speaker. Both have an audience, both have given up their time, and both have to show respect for their audience by presenting their material in its best light. Stop

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Writing Skills The disparity in methods of delivering messages is why it is so difficult to write something that is clearly understood by large audiences - only 7% effectiveness is achieved by the words alone! That is why good visual presentation — using graphics, color, balanced design layout — adds so much to a written message. These additional "clues" can help compensate for the non-verbal aspect of a written message by triggering emotions on the part of the reader. Without such non-verbal clues, the Internet would fail miserably as an effective communication tool. Creative Writing/Fiction Expository Writing/Non-Fiction

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Verbal Barriers Your Messages Moralizing Preaching

Attacking

Shouting

Interrogating

Name-calling

Criticizing

Refusing to talk

Blaming

Advising

Shaming

Diagnosing Endorsing Power Ordering Threatening Commanding Directing

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Speaking Skills 

Distinct Pronunciation.

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Brevity.

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Precision. (Politeness, Reasoning & Timing etc.)

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Conviction.

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Logical Sequence.

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Choice of Appropriate Words. (Say what you choose, rather than choosing what you say.)

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Avoidance of Hackneyed-Phrases and Cliches.

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Natural Tone.

Public Speaking. Inter-Personal Speaking

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Verbal & Non-Verbal Inter-actions When communicating, nonverbal messages can interact with verbal messages in six ways: •Repeating: It consists of using gestures to strengthen a verbal message, such as pointing to the object of discussion. 2. Conflicting: Verbal and Nonverbal messages within the same interaction can sometimes send opposing or conflicting messages. A person verbally expressing a statement of truth while simultaneously fidgeting or avoiding eye contact may convey a mixed message to the receiver. Conflicting messages may occur often from feelings of uncertainty, ambivalence, or frustration. 3. Complementing: Accurate interpretation of messages is made easier when nonverbal and verbal communication complements each other. To Page 2/2

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Public Speaking Some of the major areas of public speaking are: 1. Speaking to persuade, 2. Speaking to inform, 3. Speaking to inspire or motivate.

Golden Tips: 1st Step: Choosing a Topic. 2nd Step: Define the purpose of your speech. 3rd Step: To know your audience. 4th Step: Gather information for your speech. 5th Step: Organize your speech. 6th Step: Adding an introduction to your speech. 7th Step: Conclusion to your speech.

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Inter-Personal Speaking. Because speaking is such an indelible activity, we tend to do it without much thought. But, that casual approach can be a problem in business. Have you ever wished you could make a second, first impression because you said something that was out of character or embarrassing? Things which will make you an effective communicator: 1. Remember to become aware of what you are saying. 2. Apply the same process you use in written communication when you are communicating orally. 3. Before you speak, think about your purpose, your main idea, and your audience. 4. Organize your thoughts in a logical way. 5. Decide on a style that that suits the occasion and then edit your remarks mentally. 6. As you speak, watch the other person to see whether your message is making the desired impression. If not, revise it and try again.

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Behaviour

Interpretation

Brisk and erect walk

Confidence

Standing with hands on hips

Readiness, aggression

Sitting with legs crossed, foot kicking slightly

Boredom

Sitting, legs apart

Open, relaxed

Arms crossed on chest

Defensiveness

Walking with hands in pockets, shoulders hunched

Dejection

Hand to cheek

Evaluation, thinking

Touching, slightly rubbing nose

Rejection, doubt, lying

Rubbing the eye

Doubt, disbelief

Hands clasped behind back

Anger, frustration, apprehension

Locked ankles

Apprehension

Head resting in hand, eyes downcast

Boredom

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Wherever possible, minimize the size of the sentence by replacing a string of words with an appropriate word with out losing its context.

Example: After his retirement, he took up job just for honour; not caring for any emoluments. Improved: After his retirement, he took up an honourary job.

Example: He always uses words with several meanings and interpretations. Improved: He always uses ambiguous words.

There is no dearth of such examples to write upon. One may refer to most recent use of words, that innovatively replace the traditional style of writings.

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Inter-actions . Substituting: Nonverbal behavior is sometimes used as the sole channel for communication of a message. Nonverbal signals can be used without verbal communication to convey messages; when nonverbal behavior does not effectively communicate a message, verbal methods are used to enhance understanding. . Regulating: Non-verbal behavior also regulates our conversations. For example: Touching someone's arm can signal that you want to talk Previous Page

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Listening Skills Real communication occurs when we listen with understanding - to see the idea and attitude from the other persons’ point of view, to sense how it feels to them, to achieve their frame of reference in regard to the things they are talking about. Elements of Listening  Attentiveness to speaker  Eye contact  Intention be fully awake and aware  Openness to other person and your own  Paying attention  Listening to yourself  Feedback  Body Language  Change in pattern  Expectations about the Persons speaking, about their message, about their agenda

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Body Language Body Posture Arms Hands Fingers

Communication between human beings would be dull and partially meaningful, if it were all done with words alone. As we read earlier, words contribute to a very minimal degree of message comprehension.

Face

Every culture has different Body-language, Gesture-

Lips

patterns and Coloue-code messages.

Eyes

A few common patterns with a little description are

Brisk Action

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highlighted here.

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Body Language Body Posture

Communication between human beings would be dull and partially meaningful, if it were all done with words

Arms

alone. As we read earlier, words contribute to a very

O P T I O

Hands

B J

Fingers

E C

Every culture has different Body-language, Gesture-

Face M

D

U

minimal degree of message comprehension.

N

O

S

T

patterns and Coloue-code messages.

M

Lips

O

E

D E

A few common patterns with a little description are highlighted here.

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Use strong and dynamic words that appropriately carry the spirit of the message. These words make the message ornamentally meaningful and artful.

Regular

Dynamic

Regular

Dynamic

Jew

Jewish person

Officer

Executive

Oriental

Asian (Be specific)

Harijan

Dalit

Prostitute

Sex worker

Successful Businessman

Co-worker

Colleague

Clerk

Junior Assistant

Peon

Attendant

Scotch

Scottish people

Lean Business Period

Adopted child

Child

Declining Market

Favourable Market

Bullish Market

Period of Business Prosperity

Independent Thinker

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Tycoon

Slump Bear Market Maverick

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Use concrete words, not abstractions. Expressions, that are exact and specific are Concrete, and those that are vague and general are Abstracts. Avoid using words like High, Low, Big, Small, Several, Often / Very often, Most and Least,Too hot, Cold etc. ABSTRACTS

CONCRETE

A piece of Art

A painting / Statue

Significant Rise

@ or % rise

The Majority

-- %

Near / Foreseeable Future

By Monday evening

Labour-saving Device

Automatic machine

Substantial Gain

@ --% interest

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Bias-Free Language 

These words are those, which deprive others of their Rights, Selfrespect and Privileges, as enjoyed by others.

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Discrimination is created by the use of biased words.

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These words refer negatively to a group of people by Sex, Race, Nationality, Age and Disability.

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Bias-free language enables to treat all people equally with respect.

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Gender & Title Biased Words Avoid These

Use These

Man

Person, Individual, You

Man (Verb)

Operate, Staff, Run, Work

Middleman

Negotiator, Intermediary

House-wife

House-Maker

Fore-fathers

Ancestors

Salesman/Lady

Salesperson, Sales Associate, Sales Executive, Sales Representative.

Chairman

Chairperson, Presiding Officer

Craftsman

Craft worker, Artisan

Drafts man

Drafter

Lady lawyer

Lawer

Woman Doctor

Doctor

Authress

Author

Poetess

Poet

Male nurse

Nurse

Male teacher

Teacher

Watch-man

Security guard/ Officer

Fireman

Fire fighter

News-man

Reporter, News person

Foreman

Supervisor Stop

Avoid these

Use these

Age Bias Avoid these

Use these

Youngster

Young person

Teenager

Young man

Adolescent

Young woman Page 3/3

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Disability Bias Avoid These

Use These

Lunatic, Lunacy

Mentally impaired

Idiot

Mentally disable

Blind

Visually challenged, Visually impaired

Hard of hearing, Deaf

Hearing impaired

Handicapped, Crippled, Lame

Physically challenged, Physically disadvantaged, Differently enabled

Confined to a Wheel-chair

Used a wheel chair

Fat / obese

Healthy / Over-weight

Short

Vertically challenged

Tall

Vertically Blessed

Bald

Follically challenged

Siamese twins

Conjoined twins To Page 1/3

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Verbal Intelligence Verbal intelligence is the ability to analyze information and solve problems using language-based reasoning. Concrete Reasoning: The ability to analyze information and solve problems on a literal level. Concrete reasoning tasks involve skills such as: •Basic knowledge of names of objects, places, and people •Understanding of basic cause and effect relationships •Solving problems that have clear processes and logical solutions •Do not involve theory, metaphor, or complex analogy Abstract Reasoning: The ability to analyze information and solve problems on a complex, thought-based level. Abstract reasoning tasks involve skills such as: •Forming theories about the nature of objects, ideas, processes, and problem solving •Understanding subjects on a complex level through analysis and evaluation •Ability to apply knowledge in problem-solving using theory, metaphor, or complex analogy • Understanding relationships between verbal and non-verbal ideas.

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The Business-environment demands Accuracy & Precision in what we write and say. It becomes creative, when its purpose is fulfilled. “Simplicity is Clarity’s best friend”. Simple sentence structures make the reader’s journey easier. W -Whom to be written R - Real meat of the message I - Information on background T - Take these steps E - End it What do we mean by “Good Writing"? “Quality, not Quantity in writing!”

Style of Language Business Writing Business Grammar Business Letters Mind Control Concrete, not Abstract Bias Free Language Dynamic Words One Word Substitution

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Business Writing A. Clarity 1. Emphasise what is of key importance. 2. De-emphasise what is of secondary importance. 3. Eliminate what is of no importance. Economy of Words B. Conciseness/

In short: CL = EDE

To achieve conciseness, your business writing should meet two criteria. It must be as: 1. Long as necessary 2. Short as possible In symbols: CO = LS "As short as possible" means staying as close as you can to the minimum. But not because people prefer short texts; in the abstract the terms "long" and "short" have no meaning. The important point is that all words beyond the minimum tend to reduce clarity. C. Density Density is a less familiar concept than clarity and conciseness, but is equally important for good business writing. In mathematical form, density consists of: 1. Precise information 2. Logically linked In other words: D = PL

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Verbs & Nouns Avoid using camouflaged verbs. A tendency to change Verbs into Nouns and then add another Verb of action, makes the sentence lengthy. For Example: (1) We are giving all due consideration to your application. Improved: We are duly considering your application. (2) Through proper utilisation of our resources, we can effect elimination of poverty in the next ten years. Improved: By properly using our resources, we can eliminate poverty in the next ten years. VERBS

NOUNS

CAMOUFLAGED VERB PHRASE

Investigate

Investigation

Make an investigation

Liquidate

Liquidation

Effect a liquidation

Discuss

Discussion

Have / Hold a discussion

Reconcile

Reconciliation

Make / Effect a reconciliation

Appraise

Appraisal

Make an appraisal

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Parts of Speech Avoid forming sentences with passive voice. Verbs in active voices are strongest parts of speech. In active voice, the subject does the action; while in passive voice it receives the action.

ACTIVE (Use These)

PASSIVE (Avoid These)

All of us support this policy.

The policy is supported by all of us.

The inspection team will look into this matter.

This matter will be looked into by the inspection team.

We received your letter yesterday.

Your letter was received yesterday.

The new Manager has completely overhauled the administration.

The administration has been completely overhauled by the new Manager.

The management highly appreciates your efforts.

Your efforts are highly appreciated by the management.

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Parts of Speech Passive voice is effective under following conditions. 

When the doer of the action is not important. 1. The drug is imported from abroad. 2. TV soap operas are often criticized for its negative influence on children.



When the doer / performer is not known. 1. Last year, our plant was sabotaged three times. 2. Anonymous letters are being received everyday.



When the writer does not want to disclose the name of the doer. 1. Many complaints have been made about you. 2. Some staffs didn’t attend the meeting.

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Territory (in Proxemics) Primary territory: this refers to an area that is associated with someone who has exclusive use of it. For example: A house that others cannot enter without the owner’s permission. Secondary territory: In this type, there is no “right” to occupancy, but people may still feel some degree of ownership of a particular space. For example: Someone may sit in the same seat on train every day and feel aggrieved if someone else sits there. Public territory: this refers to an area that is available to all, but only for a set period, such as a parking space or a seat in a library. Although people have only a limited claim over that space, they often exceed that claim. For example: It’s seen that people take longer to leave a parking space when someone is waiting to take that space. Interaction territory: The space created by others when they interact. For example: when a group is talking to each other on a footpath, others will walk around the group rather than disturb it. In one’s use of Personal space in contrast to Physical space, Proxemics can be divided in two other ways: Physical territory: fixed and semi-fixed feature space. The cubicles don’t offer the chance to allow the worker to rearrange the furniture to his or her preference, nor do they allow visitors. Personal territory: A workplace where you sit is a primary tool in establishing certain communications and is his or her freedom to place that desk where and how it is a key element in personnel considerations.

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Stages of Conversation Keeping in mind these stages, one becomes more aware of how their conversations should progress and where they need to conclude a conversation, or extend it for that matter. The Phatic-stage : This begins with the greetings and accompanying gestures such as eye contact, the smile, etc. In a formal encounter there is more distance between the individuals, as compared to in the case of an informal encounter. This stage is also known as the warming up stage. There is no meaning and intention, but just the setting for the next level of the conversation. The Personal-stage : This is the second stage in which the individuals bring a more personal element into the conversation. During this stage one generally brings down their social guard and begin to interact more openly. They are ready to let the others involved in the conversation more about themselves and the hesitation decreases. Professional interactions are generally confined to this stage. The Intimate stage : This stage is mainly meant for conversations between friends, family and relatives, where those involved in the conversation share a higher level of intimacy with each other. This stage of communicating usually entails opening one's heart and sharing rather intimate details, which is not a part of professional conversations.

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Conversation Control onversation control does not mean, you control someone else’s conversation. What it does mean is that, with practice you can control your own conversation, to influence the Listener, and steer his/her choices for achieving your desired purpose.

onversational skills have been evolved to prevent discussions from turning into violent

Stages of Conversation rguments owing to loss of control over it.

Types of Conversation

Conversational Skills

Intention of Conversation

Tactful Strategy

Effects of Conversation

Statements & Requests

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Tactful Strategy T = Think before you speak A = Apologize quickly when you blunder C = Converse, don't Compete T = Time your comments F = Focus on Behavior - not on Personality U = Uncover hidden feelings L = Listen for Feedback DOs and DON'Ts to Accompany T-A-C-T-F-U-L Strategies 1. 2. 3. 4. 5. 6. 7. 8. 9. 10.

DO be direct, courteous and calm DON'T be rude and pushy DO spare others your unsolicited advice DON'T be patronizing, superior or sarcastic DO acknowledge that what works for you may not work for others DON'T make personal attacks or insinuations DO say main points first, then offer more details if necessary DON'T expect others to follow your advice or always agree with you DO listen for hidden feelings DON'T suggest changes that a person can not easily make.

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Types of Conversation There are two types of conversations:1. Planned: Meetings, Debates, Discussions, Negotiations etc. 2. Unplanned: The inter-actions we make with our Friends, Relatives or an Strangers etc. during a surprise meeting.

In both these above situations, our conversation leaves an impression on the minds of one another. Whether this impression is Satisfying or Annoying, irrespective of its quality, its nature of non-volatility, pictures a long term image in the mind.

In Consideration to the Socio-Economic environment, much attention is given to Planned type of Conversation.

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Statements & Requests 1.

These two aspects are vital to conversation control, as every time we engage ourselves in a conversation, we either make Statements or Requests.

3.

They are the building blocks, from which successful solutions can be developed for major problems.

5.

Too often, people make requests to get the +ve results, where appropriateness of statements are essential. Request is a form of Demand Statement is a form of Command

4.

A right balance between Requests and Statements can elicit satisfactory result, by automatically balancing the Demand and Command levels.

Intention of C onversation None of us likes to lose. Usually we take pride in not losing, although we try to exercise some grace when we do. Everyone insists upon winning at the expense of other person’s losing. Generally, everyone enters into a conversation with a pre-determined intention based on inherent attitude, such as:I Win You Lose

I Lose You Lose

I Lose You Win

I Win You Win

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What and How, a matter is being said, and the way it is being responded, causes various effects, such as:-

Polarization Effect Parallel Effect Persuasion Effect Fixation Effect

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Parallel Effect When one person says something irrelevant to what the other person has said, the parallel effect sets in. Persons with a tendency to pursue what they want to say regardless of what the other person says. People with this tendency have entirely different views on how to tackle the problem, and neither is prepared to listen what the other is saying. This form of conversation is mostly seen in Parliament or Congress during political debates.

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Polarization Effect Where the two parties in a problem solving meeting – 1) Insist on the correctness of their own position 2) Refuse to listen to each other’s comments 3) Criticize each other’s statements 4) Seek to prove the superiority over the other the gap between them widens during the course failing in meeting the purpose. At times, the relationship gets severely bitter. Polarization is acceptable, when one has a firm position based not just only on his/her beliefs but also on the facts and principles. Member A Member B Time

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Fixation Effect This effect occurs when both the parties: 1) take up fixed positions and conduct a meeting 2) reinforce their original differences 3) not willing to give way 4) oppose new opinions and information 5) repeat the same worn-out tune This kind of effect sets most often in family life, where no one prefers to change. The same may occur at work too. Member A

Member B Time

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Fictional writing most often takes the form of a story meant to entertain. Short story, novel, novella, screenplay, or drama, which are all types (though not the only types) of fictional writing styles. The fundamental purpose of creative writing is to amuse and entertain Just as a painter uses color and line to create a painting, an author uses five elements of fiction to create a story. The elements of fiction are: Character is the ‘Who’

Plot is the ‘What’

Setting is the ‘Where and When’

Style is the ‘How’ of a story

Attitude Everyone wants to read, want what you are going to write. After all, who doesn't want to be amused and entertained? Approach Play with language to generate pleasure. In other words, use your mastery of the language to amuse and entertain.

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Technically correct and flawlessly professional documents increase your on-the-job credibility and aid precise communication. Business Grammar consists of three elements: 1. Punctuation Punctuation consists of such things as the correct use of apostrophes, colons, commas, hyphens, italics, parentheses, periods, quotation marks, and semicolons. You also need to know the conventions for plurals and possessives. 2. Spelling & Usage Remember the difference between commonly confused words, such as affect and effect. You also need to know conventions for capitalization and numbers. 3. Grammar & Sentence Structure Grammar and sentence structure are concerned with topics like subject-verb agreement and pronoun use (for example, using I, me, and myself correctly). You need to be able to recognize and correct sentence fragments, run-on sentences and lack of parallel structure. Verbs & Nouns Parts of Speech

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Business Letters Letters: Generally, letters go to people outside an organization. However, sometimes in large organizations, people send letters instead of Memos, to different departments. Memos: This is used to passing information to the people with-in the organization. The only other major distinctions are the Audience and Format.

Formats

Tips To Good Letters

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Good grammar and use of punctuation is essential in an effective letter. There is no excuse for poor grammar, spelling, and punctuation in business letters. 2. Do not rely on spelling and grammar checkers to find all of your errors. A letter submitted with an error that is overlooked, states that the letter was not important enough to double check, and can show a lack of effort. 3. Every letter should be clear, human, helpful and as friendly as the topic allows. The best letters have a conversational tone and read as if you were talking to your reader. 4. You should follow ‘Seven-Cs of letter writing’ when you write a letter. 1. Clear 4. Courteous 7. Conversational

2. Concise 3. Correct 5. Convincing 6. Complete

You are trying to convince someone to act or react in a positive way. Your reader will respond promptly, only if your message is crystal clear.

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Letter Formats Home Page

Knowledge of the letter formats is essential. Consistency is good; people do not want to read a letter with components of multiple formats. This makes a letter sloppy and less attractive to readers. Block Lines: The whole letter up at the left margin, are single spaced in paragraphs, and double-spaced between paragraphs. Headings are optional, and if used they are boldfaced. The first paragraph never has a heading and the paragraphs are not indented. Modified Block Lines: Here, the date line and signature block up together over twothirds to right margin. Here, paragraph indentation is optional. American Management Society (AMS) Simplified : It is a little different than block and modified block. The subject line is in all capital letters. If a list is used in the letter, the items in the list should be double-spaced between. There is no salutation line in AMS and headings are optional as well. The author’s name is placed at the bottom in all capital letters in place of a signature.

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Emotional Skills Haptics

Chronemics

Proxemics

Artifacts Smell Dance

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Smell Olfactics, refers to the study of communicative aspects of smells. Various odours and fragrances, sometimes convey the emotions of the sender as well as help knowing the state of the surrounding environment. All these depend upon the sensitiveness of the receiver, and his/her past experience with them. A foul smell or bad odour prevents a communication, either from proceeding or producing satisfactory results. A good aroma changes the mood and captivates in its spell.

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Persuasion Effect Member A

Member B

Time

This effect sets in, wherein both the parties of a Meeting:1) interact in ‘I lose-You win’ attitude 2) move in the direction of one another 3) are prepared to listen, be flexible, and judge on evidence Methods of Persuasion:

Logos

1. Ethos – Based on credibility 2. Pathos – Based on Emotions 3. Logos – Based on Facts, Inferences and opinions

is the most effective form of Business-Persuasion 1. Facts – Indisputably true 2. Inferences- Probably true 3. Opinions – Possibly true

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Conversational Skills

Cues & Clues Signs & Signals Problem/Solution Centered Behaviour

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Cues & Clues 1. CUES refer to the verbal indicators that you give to others. 2. CLUES refer to the verbal indicators that others give to you These are words, used to draw attention to what people believe to be important. It may be based on : 1. Choice of Words 2. Tone of Voice

Tips To Notice Clues

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Tips To Notice Clues 1.

Listen carefully when an individual use the words ‘I’, ‘Me’ or ‘My’.

3.

Listen carefully to comments with strong adjectives ie. Annoyed, Worried, Unhappy, Disappointed, Excited, Keen or Enthusiastic etc.

5.

Listen for words that imply the other person is under stress to do or achieve something.

7.

Listen when people express doubts and concerns.

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Signs & Signals They refer to the behavioural indicators, such as emotional expressions and body languages.  

SIGNS refer to what you indicate to others. SIGNALS refer to what the other person indicates to you. These behaviour patterns express different messages at different places owing to their cultural variances.

Very often, people give their strongest Cues and Clues through various Signs and Signals. So without a word being spoken, the attitude of a person can be very easily read.

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Problem & Solution-Centered Behaviour Too often people fail to solve the problem, because of offering solutions before they could understand the real cause of problem.

During conversation, and under a situation wherein one’s approbation is sought, he/she must tread between Problem & Solution centered behaviours.

Solution Centered Skills Summarizing

Problem Centered Skills STOP

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Problem-Centered Skills Conversation in the Problem zone focuses on asking questions and trying to diagnose the nature and causes of the problem.

It Involves:

1.

2.

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Enquiry 1.

Relevant questions are the basis of Enquiry.

2.

The Manner and Tone in which one enquires, is often more important than the question.

3.

The way one enquires and the questions he/she uses, determine the effectiveness of the conversation.

4.

There are three major forms of questions.

OPEN QUESTIONS

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LEADING QUESTIONS

CLOSED QUESTIONS

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Leading Questions 1.

Leading questions can speed up the conversation or stop it altogether.

2.

These questions imply that, the answer is already known and you are asking to confirm it.

3.

Mostly applied by Investigators and crime Interrogators. Example: A) How often do you ill treat your employees? B) Would you not agree with me that, it was unwise to spend the money without consulting me?

6.

These type of questions lead one into argument and contention.

7.

One must use these type of questions, only when he/she is sure of the veracity of Information and seeking only to confirm it.

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Open Questions 1.

These type of questions indicate a general area of interest but do not constrain the other person in his/her response. Exa: A) How are you? B) What sort of a holiday did you have? C) How are things going in the office?

7.

By using these type of questions, you may indicate the area you wish the receiver to address.

3.

Where a need to form an opinion is essential, one must resort to these type of questions.

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Closed Questions 1.

Closed question is specific. It invariably requires a factual or Yes/No kind of answer. Example: A) What time is it? B) How far is it to the city from here? C) Have you finished the job I asked for?

6.

They are useful for getting to the point quickly. Doctors usually ask a lot of closed questions to identify particular symptoms quickly.

8.

They are vital to efficiency in conversation.

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- Diagnosis -

1. It is a Problem-centered response. 2. Opinions of diagnosis must be supported by facts. 3. Facts must be precise and accurate. 4. When, one has opinion and facts, there is a need to see if the interpretation is correct.

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Solution Centered Skills One should not attempt to show solution centered behaviours without exploration in problem centered area. There are two major ways in which one can be Solution centered.

To Propose

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To Direct

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Proposing 1.

2. 3.

4.

5.

6.

Advises, Suggestions and Recommendations are form of Proposals. At times, a proposal is a form of bargaining. Build your proposals on: A) Understanding the problem B) The Facts C) The feelings of what the others need Proposal must be offered under two circumstances. A) When you clearly understand the problem and have some workable options. B) When the receiver is ready, and seeks your viewpoints. The receiver may respond to your proposals in one of these three ways A) Accept B) Reject C) Attack Do not be discouraged, if people turn down your proposal. Listen carefully to their objections. This is a key-rule in Selling

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Directing 1. It is what you tell to someone, exactly What you want to be done, How and When. 2. It is appropriate to direct someone when: A) You know what the problem is B) You know what the best solution is C) You believe that solution is acceptable 6. Where any one of these conditions is missing, may be you become Problemcentered. 7. Very often, despite of our technical-merits in having the knowledge of Problem and its Solution, we face rejection because of absence of Consultation. Therefore, consult before you implement it.

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- Summarizing -

It is placed exactly in the middle of the square between the Lower-half Problem centered and the Top-half Solution centered. Summarizing is the way in which you can move between Problems and Solutions.

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I win-You lose Those who start off with ‘I bet you’, ‘I only’ or ‘I don’t’ etc. approach are competitive conversationalist, and out to win. Persons with this attitude take every step to gain support for their point of view. Mostly, people in legal services act in this pattern.

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I lose-You win This type of attitude may be Willful or Forcible in nature. Very often, in the course of inter-action with the youngsters, in games or in quiz, we willfully lose to provide them joy or to encourage them.

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I lose-You lose In this attitude, neither of the parties make it possible for the other to win. Though both get equally annoyed and disappointed, yet they secretly feel pleased by preventing one another from winning despite of loss to both.

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I win-You win 1. 3. 4. 5.

People engaged in conversation with this attitude, lay emphasis on Problem-Solving rather than Winning or Losing. They look forward to having a long term relationship with one another. A person of this attitude ensures that, even if he wins, the other person goes away with a gain to maintain his/her self respect. However, this situation occur when both behave in an appropriate fashion.

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Attitudes Some people are what we call ‘Negatives’. Their conversations are punctuated with phrases such as:‘It is too difficult’ ‘It can’t be done’ 'It's too hard’ ‘We have tried but it didn’t work’ etc. They may be correct in their statements, but if they don’t rethink beyond it, then the purpose of conversation comes to a dead end. Of course, it needs to be tactical in certain situations to be negative. It is often appropriate at certain stages to ‘stonewall’ and not respond, to avoid a series of negative comments.

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Positive

Negative Next Page



He is part of the Solution.

1.

He is part of the Problem.



He has new Programs.

2.

He has Excuses.



He says ‘Let me do it’.

3.

He says ‘That’s not my job’.



He sees answer for every Problem.

4.

He sees problem for every Answer.



He says ‘It’s difficult, but possible’.

5.

He says ‘It may be possible, but too difficult’.



He admits his Mistakes.

6.

He says ‘It was not my fault’.



He makes Commitments.

7.

He makes Promises.



He has Dreams.

8.

He, Day-dreams.



He has plans.

9.

He has Schemes.



He says ‘I must do something’.

10. He says ‘Something must be done’.



He is part of a Team.

11. He is apart from the Team.



Sees, the Gain.

12. Sees, the Pain.

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Positive

Negative Previous Page

1.

An Optimist.

1.

A Pessimist.

n

Sees possibilities

2.

Sees Impossibilities.

n

Believes in Win-Win game.

3.

Wants, Opponent to lose.

n

Lives in Present.

4.

Lives in Past.

n

He chooses, what he says.

5.

He says, what he chooses.

n

Makes hard arguments with polite words

6.

Makes weak arguments with hard words and tempered tone.

and soft-tone. n

Stands firm on Values and compromise

7.

on Values.

with Petty-things. n

He empathizes-‘Don’t do unto others, what

Stands firm on Petty-things and compromise

8.

He insists upon- ‘Do it to others, before they do it unto you’.

you wouldn’t want them to do unto you’. n

Believes in Pro-position.

9.

n

Predicts own Future.

10. Relies on others to predict his own future.

n

More afraid of Death than, Life.

11. More afraid of Life than, Death.

n

Makes it happen.

12. Lets it happen.

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Believes in Pre-position.

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Dance is a form of nonverbal communication that requires the same underlying faculty in the brain for conceptualization, creativity and memory as does verbal language in speaking and writing.

Means of self-expression, both forms have Vocabulary: Steps and gestures in dance Grammar: Rules for putting the vocabulary together and meaning. Dance, however, assembles (Choreographs) these elements in a manner that more often resembles poetry, with its ambiguity and multiple, symbolic and elusive meanings.

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Economy of Words

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Economy of words, focus on ‘Quality-writing’ not ‘Quantity’. Unnecessary words are like fat in food, they don't nourish ideas.

Hunt for which's. "Which" clauses often pack a sentence with too many ideas. Solution? Replace a which with a period, and make two or more sentence

Try to replace any form of the verb "to be” Be, is, are, was, were, been, being, am -- with a stronger, more lively verb. "Be" verbs are weak, and often cause you to add words you don't need. They also often encourage wordy and weak passive voice. Like leeches, "be" verbs hang on to other verbs and make writing impersonal.

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Economy of Words

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1. Instead of: It is urgently recommended that every effort be made by the writer to make sure that the passive voice is changed to the active voice so that his or her writing can be more easily understood by the reader. (37 words) Use:

Change passive verbs to active so your reader can understand you more easily." (13 words)

2. Instead of: Receipt of your letter is acknowledged and appreciated. Use: Thanks for your letter. Cut the fluff Some words or phrases we commonly use are really excess. You can cut them without any loss of meaning and write short, lean prose. Instead of these phrases: In view of the fact that, a large number of, through the medium of, in the event that, for the purpose of, in order to, in view of... Use: Because, many, by, if, to, since

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Economy of Words

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Use Verbs over Nouns When you can, turn nouns into verbs; focus on action: Instead of: Altercation, remuneration, development. fortification, preparation Use: Dispute, pay, develop, fortify, prepare Use simple words We express the most important ideas in our lives in one-syllable words: God, love, birth, death, health, joy, sex, warmth, peace, cash, food, drink. So: Instead of: Abbreviate, demonstrate, facilitate, optimum, approximately Use: Shorten, show, help, best, about One-word Substitution Replace a string of words with a single word.

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One word Substitution

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Economy of Words

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Combine ideas Instead of: The manager's report was carefully illustrated, and it covered five pages. Use: The manager's carefully illustrated, five-page report ... Instead of: Installation testing, which is offered to all of our customers at no further cost whatsoever, is available with each system through purchase from this company. Use: We offer free installation testing to all of our customers for each system they buy from us. Positive, not negative Instead of: If the error does not involve data correction, the special function key should not be used. Use: Use the special function key to correct data.

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Auditory Skills

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(Non-Verbal)

. Vocalization: consists of three subsections:

Characterizers: Characterizers are emotions expressed while speaking, such as laughing, crying, and yawning.

Qualifiers: A voice qualifier is the style of delivering a message – for example, yelling "Hey stop that!", as opposed to whispering "Hey stop that".

Segregates: Vocal segregates such as "uh-huh" notify the speaker that the listener is listening.

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Silence Silence is an important aspect of communication. Some seriously un-favourable incidents, demand high-end skills to compose silence for better results. Silence prevails under two conditions: 1. Absence of speech 2. Suspension of speech Both these states indicate either Positive or Negative feelings/moods i.e. Sympathy, Displeasure, Anger, Indifference to pleasure or pain & loss or gain etc. Silence can be very embarrassing, if it’s difficult to interrupt. Types of Silences: 1. Pin-drop silence

2. Grave silence

3. Dead silence

4. Church silence

5. Stony silence

6. Whispering silence

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Graphic Clues Colour is a very important and powerful means of communication. Each colour is associated with different moods and feelings. Black

Death & Sorrow (Western countries), Protest

White

Peace & Purity, Surrender, Mourning (India)

Red

Danger, Welcome, Excitement

Blue

Sincerity, Harmony, Passion

Green

Life, Coolness, Freshness

Pink

Feminity, Grace, Healthiness

Yellow

Cheerfulness, Vigour

Purple

Tradition, High-rank

Brown

Strength, Practicality

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Chronemics Gudykunst & Ting-Toomey (1988) identified 2 dominant Time -patterns: Monochronic time schedule (M-time): Time is seen as being very important and it is characterized by a linear pattern where the emphasis is on the use of time schedules and appointments. Time is viewed as something that can be controlled or wasted by individuals, and people tend to do one thing at a time. The M-pattern is typically found in North America and Northern Europe. Polychronic time schedule (P-time): Personal involvement is more important than schedules where the emphasis lies on personal relationships rather than keeping appointments on time. This is the usual pattern that is typically found in Latin America and the Middle East. For Example: In European and American societies, when men interact with women, they generally control the time use, talk more than women, and interrupt more than women. In the business world, Americans are expected to arrive to meetings on time and, usually, even early. On the other hand, they arrive late to parties and dances.

Brisk Action

Hey! Get Back To Home

Wherever possible, minimize the size of the sentence by replacing a string of words with an appropriate word with out losing its context.

Example: After his retirement, he took up job just for honour; not caring for any emoluments. Improved: After his retirement, he took up an honourary job.

Example: He always uses words with several meanings and interpretations. Improved: He always uses ambiguous words.

There is no dearth of such examples to write upon. One may refer to most recent use of words, that innovatively replace the traditional style of writings.

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Auditory Skills

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Tone of voice, Sounds of Bells, Tunes and Whistles etc. expresses messages and moods / feelings.

Paralanguage, sometimes called vocalics, is the study of non-verbal cues of the voice. Various acoustic properties of speech such as tone, pitch and accent, collectively known as Prosody, can all give off non-verbal cues. Paralanguage may change the meaning of words.

he linguist George L. Trager developed a classification system which consists of: 1. Voice set : The is the context in which the speaker is speaking. This can include the situation, gender, mood, age and a person's culture.

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2. Voice qualities: The are volume, pitch, tempo, rhythm, articulation,

Auditory Skills

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. Vocalization: consists of three subsections:

Characterizers: Characterizers are emotions expressed while speaking, such as laughing, crying, and yawning.

Qualifiers: A voice qualifier is the style of delivering a message – for example, yelling "Hey stop that!", as opposed to whispering "Hey stop that".

Segregates: Vocal segregates such as "uh-huh" notify the speaker that the listener is listening.

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