STUDY MATERIALS
UNIT 1
Communication is a process by which information, which may be a
verbal or written message that is exchanged between individuals
through a common system of symbols, signs, behavior or language.
Main Processes of
Communication The processes
are:
1. Sender
2. Transmission
3. Noise
4. Receiver
[Link]
[Link]:
Communication starts with the sender, who is the initiator of the
message. After generating an idea, the sender encodes it in a way that
can be comprehended by the receiver. Encoding refers to the process by
which the sender translates his thoughts into a series of verbal and non-
verbal actions that he feels will communicate the message to the
intended receiver.
2. Transmission:
The information that the sender wants to communicate is transmitted
over a channel through which the message travels to the receiver. A
channel connects the sender to
the receiver. Channels for communication may include a letter, a
computer, a telephone, a telegram, or a television.
The choice of a channel depends on the communication situation. For eg,
when dealing with confidential information, direct face-to-face
interaction or a sealed letter are more effective channels than a
telephone conversation.
3. Noise
Noise is anything that has a disturbing influence on the message. Since
noise hinders communication, the sender should choose a channel that is
free from noise. Noise may occur at the sender’s end, during
transmission, or at the receiver’s end.
Examples of noise
i. Ambiguous symbols that lead to faulty encoding
ii. A poor telephone connection
iii. An inattentive receiver
[Link] decoding (attaching the wrong meaning to the message)
v. Prejudices obstructing the poor understanding of a message
[Link] and postures that may distort the message
4. Receiver
The receiver is the person to whom the message is transmitted. In order
to decode the message, the receiver has to be ready to receive the
message. The receiver should not be preoccupied or be inattentive.
Decoding refers to the process of translation of symbols encoded by the
sender into ideas that can be understood.
Communication can be considered effective only when both the sender
and the receiver attach similar meanings to the symbols that compose
the message. For example, a message in technical jargon requires a
recipient who understands such terms. Communication is not complete
unless it is understood by both the sender and the receiver.
5. Feedback
A message generated by the receiver in response to the sender’s original
message is known as feedback. Feedback is necessary to ensure that the
message has been effectively encoded, transmitted, decoded and
understood.
It helps a sender evaluate the effectiveness of his message, so that he can
modify his subsequent messages. Feedback also confirms whether there
has been any change in the behavior of the individual or in the
organization as a result of communication.
The communication model discussed above provides the basic framework
of the communication process, identifies the key elements (sender,
transmission, receiver,
noise and feedback), and shows their relationships. This framework helps
managers pinpoint communication.
TYPES OF COMMUNICATION
VERBAL COMMUNICATION
Verbal communication occurs when we engage in speaking with
others. It can be face-to-face, over the telephone, via Skype or Zoom,
etc. Some verbal engagements are informal, such as chatting with
a friend over coffee or in the office kitchen, while others are more
formal, such as a scheduled meeting. Regardless of the type, it is not
just about the words, it is also about how we string those words together
to create message, as well as the intonation (pitch, tone, etc.) used while
speaking.
NON-VERBAL COMMUNICATION
Non-verbal communication includes facial expressions, posture, eye
contact, hand movements, and touch
WRITTEN COMMUNICATION
Whether it is an email, a memo, a report, a Facebook post, a Tweet, a
contract, etc. all forms of written communication have the same goal to
disseminate information in a clear and concise manner – though that
objective is often not achieved. In fact, poor writing skills often lead to
confusion and embarrassment, and even potential legal problems.
[LISTENING - The act of listening does not often make its way onto the
list of types of communication. Active listening, however, is perhaps
one of the most important types of communication because if we
cannot listen to the person sitting across from us, we cannot
effectively communicate with them. ]
VISUAL COMMUNICATION
We are a visual society. Think about it, televisions are running 24/7,
Facebook is visual with memes, videos, images, etc., Instagram is an
image-only platform, and advertisers use imagery to sell products and
ideas. Think about from a personal perspective – the images we post on
social media are meant to convey meaning – to communicate a message.
7 C’s of Communication
Definition: The 7 C’s of Communication is a checklist that helps to
improve the professional communication skills and increases the chance
that the message will be understood in exactly the same way as it was
intended.
Clear
It is important to be clear about the purpose of the message that is
being delivered. The recipient should be made aware of why they are
receiving the message and what you’re trying to achieve by delivering it.
If there are multiple goals, each should be laid out separately. Use
simple language, simple structures and focus on the core points
of your message.
Correct
It’s essential thatfactual information, language and grammar are
correct. If audience spots errors in either, credibility will be greatly
reduced. This will reduce the effectiveness of your communication.
Complete
When creating a message, it’s important to give the recipient all of the
information they need to follow sender’s line of reasoning and to reach the same
Concrete
When shaping your communication it mustbe ensured that one is
specific and that the logic and messages that are used fit together.
Arguments should be based on solid facts.
Concise
When communicating messages it’s important to stick to the point
and keep your messages short and simple. We must not use 10 words if
we can use five. Don’t repeat messages.
Courteous
Effectiveness of your communication may be increased by being polite
and showing the audience that they are shown proper respect. Messages
should be friendly, professional, considerate, respectful, open and
honest.
Coherent
The last of the 7 Cs of communication is coherence. If your
communications are not properly understood they will not be effective.
To make sure thatcommunications are coherent there should be logical
flow and style, tone and language should be consistent throughout.
TYPES OF COMMUNICATION
VERBAL COMMUNICATION
Verbal communication occurs when we engage in speaking with others. It can be face-to-face, over the
telephone, via Skype or Zoom, etc. Some verbal engagements are informal, such as chatting with a
friend over coffee or in the office kitchen, while others are more formal, such as a scheduled
meeting. Regardless of the type, it is not just about the words, it is also about how we string those
words together to create message, as well as the intonation (pitch, tone, cadence, etc.) used
while speaking.
NON-VERBAL COMMUNICATION
Non-verbal communication includes facial expressions, posture, eye contact, hand movements, and touch
WRITTEN COMMUNICATION
Whether it is an email, a memo, a report, a Facebook post, a Tweet, a contract, etc. all forms of
written communication have the same goal to disseminate information in a clear and concise
manner – though that objective is often not achieved. In fact, poor writing skills often lead to
confusion and embarrassment, and even potential legal problems.
LISTENING
The act of listening does not often make its way onto the list of types of communication. Active listening,
however, is perhaps one of the most important types of communication because if we cannot listen to
the person sitting across from us, we cannot effectively communicate with them
VISUAL COMMUNICATION
We are a visual society. Think about it, televisions are running 24/7, Facebook is visual with memes,
videos, images, etc., Instagram is an image-only platform, and advertisers use imagery to sell
products and ideas. Think about from a personal perspective – the images we post on social
media are meant to convey meaning – to communicate a message.
The Barriers to effective communication could be of many types like linguistic, psychological, emotional,
physical, and cultural
Linguistic Barriers
The language barrier is one of the main barriers that limit effective communication. Language is the
most commonly employed tool of communication. The fact that each major region has its own
language is one of the barriers to effective communication. Thus keeping this barrier in mind,
different considerations have to be made for different employees. Some of them are very proficient
in a certain language and others will be just ok with these languages.
Psychological Barriers
There are various mental and psychological issues that may be barriers to effective communication. Some
people have stage fear, speech disorders, phobia, depression etc. All of these conditions are very
difficult to manage sometimes and will most certainly limit the ease of communication.
Emotional Barriers
The emotional IQ of a person determines the ease and comfort with which they can communicate. A
person who is emotionally mature will be able to communicate effectively. On the other hand, people
who let their emotions take over will face certain difficulties.
A perfect mixture of emotions and facts is necessary for effective communication. Emotions like anger,
frustration, can limit the effectiveness of their communication.
Physical Barriers to Communication
They include barriers like noise, closed doors, faulty equipment used for communication, closed cabins,
etc. Sometimes, in a large office, the physical separation between various employees combined with
faulty equipment may result in severe barriers to effective communication.
Cultural Barriers of Communication
Organisational Structure Barriers
Most of these barriers arise because of misinformation or lack of appropriate transparency available to the
employees.
Attitude Barriers
Certain people like to be left alone. They are the introverts or just people who are not very social.
Some people have attitude issues, like huge ego and inconsiderate behaviours.
Physiological Barriers
Certain disorders or diseases or other limitations could also prevent effective communication between the
various channels of an organization.
Technological Barriers& Socio-religious Barriers
Other barriers include the technological barriers. The technology is developing fast and as a result, it
becomes difficult to keep up with the newest developments. Hence sometimes the technological advance
may become a barrier. In addition to this, the cost of technology is sometimes very high.
Worked out examples of Note taking
Paragraph 1
The film “Padmaavat” received mixed reviews. Despite not being released in some states of
India, it grossed over ₹5.85 billion at the box office. Critics praised the visuals, the
cinematography and Singh's portrayal of Khilji, but criticised its storyline, execution and
length. Critics also disliked the portrayal of Khilji as a stereotypical evil king and Ratan Singh
as the righteous Rajput king.
Note form
Padmavat → Mixed rev Box
off collecⁿ →₹5.85 bn
+vepts → (i) vis
(ii)cinematography
(iii) Singh's acting
-ve ″ → (i) storyline
(ii)execuⁿ
(iii) lth
(iv)Khilji – bad king ¦ Stereotype
R. S. – good ″ ¦
Paragraph 2
1. Road transport and rail transport occupy significant place in country’s
transport system. Both have their respective merits and demerits..
The cost of transport of goods and passengers over a long distance is
comparatively cheap in case of railway transport. The cost of
transportation of goods over a short distance is less in road transport
because it saves a lot on packing cost and expenses on several
[Link] are the most convenient way of transporting goods to the
interior parts of the world.
Railway transport is suitable for transportation of bulky/heavy/durable
goods over a long distance. Road transport is suitable for carrying of
perishable goods which require quick delivery.
The loss of goods on account of transportation is comparatively more in
rail transport than that of road transport. Moreover, the investment to lay
the tracks, install signal system etc, in case of rail transport is more
compared to that of road transport. Rail transport also cannot ensure door
to door service. So it is not flexible like road transport which can provide
door-to-door service. Howevera proper co-ordination
between roadways & railways is required to ensure a strong network of
transport facilities in the country.
Note form
Rail Transp Rd Transp
Cheap- for long disttransp Cheap- for short disttransp - < packing cost,
<handling ″
Transpgs& passengers from 1 rlstn to another Transpgs/ passengers tointerior parts –
rlstn door- step serv
suitable for transportation of suitable for transp ofperishable gs
bulky/heavy/durable gs requiring quick delivery
loss of gs on a/c of transp is > loss of gs on a/c of transp is <
Higinv for laying tracks, sig sys etc Inv comp <
Paragraph 3
Detergents are chemical compounds that promote solution of oil , grease and dirt in water.
Detergents are of two types. These are – soapy and nonsoapy . Soapy detergents are made of fat
and alkali. Non soapy detergents are in fact petro chemical intermediates and of recent origin.
Soapy detergents produce scum in hard water. In dispersion of grease and oil non soapy detergents
are much better. However both are equally effective in removing dirt.
Note form
Detergents
Defⁿ chem comp → promote solⁿ of oil , gr & dirt in H₂O
Types soapy Non soapy
Compo fat & alkali petro chem interm
origin old recent
scum in hard H₂O No scum
Other Charac Less eff in rem gr /oil More eff in rem gr /oil
=lly eff in rem dirt
Paragraph 4
Online learning has a number of tools such as videos, PDFs, podcasts, and teachers can use
all these tools as part of their lesson plans. By doing so, they become efficient educators.
It allows students to attend classes from any location. Additionally, online lectures can be
recorded, archived, and shared for future reference. This allows students to access the
learning material at a time of their comfort.
Online learning eliminates the cost points of student transportation, student meals, and
most importantly, real estate. Additionally, all the course or study materials are available
online, thus creating a paperless learning environment which is more affordable.
Since online classes can be taken from home or location of choice, there are fewer chances
of students missing out on lessons.
Course File: Communication Skills In English Theory_2023-24_PB_NCP
However, for many students, one big challenge of online learning is the struggle with
focusing on the screen for long periods of time. There is also a chance for students to be
distracted by social media or other sites. Thus, teachers should keep their online classes
interactive to help students stay focused on the lesson.
Moreoverin smaller cities and towns, a consistent connection with decent speed is a
problem. Without a consistent internet connection for students or teachers, there can be a
lack of continuity in learning for the child.
In online class, there are minimal physical interactions between students and teachers. This
often results in a sense of isolation for the students.
Many parents are concerned about the health hazards of having their children spend so
many hours staring at a screen. Sometimes students also develop bad posture and other
physical problems due to staying hunched in front of a screen.
Note form
Advs & Dis adv of OLT (online teaching)
Sl. No Advantages Disadvantages
VDOs, PDFs, podcasts →used by
1 teachers in OLT → b’com eff educ Focusing on the screen for long time – diff 4 Stu
Stu-s → distracted by social media/ other sites. Teachers should
keep OL classes interactive 2 help stu stay focused.
Stu attend classes from any locaⁿ.
2 In small cities & towns, cont net connecⁿ with good speed – a
Lects →recorded, archived, and prob. Without net connecⁿ → lack of continuity in learning.
shared for future ref. Stu access the
learning mat any time.
No cost of stutransp, stu meals &
3 mess/hostel. Course/ study mat-s No phyinteracⁿs betⁿstu-s and teachs→ sense of isolaⁿ for the stu.
available OL→ paperless learning
environ → cheaper.
Health hazards: staring at screen 4 long time.
4 Taken from home, ؞less chance of
missing lessons. Stu develop bad posture + other phy probs
Course File: Communication Skills In English Theory_2023-24_PB_NCP
Prepared by :Priti Basu, Lecturer in Humanities, NCP, Kolkata
Read the sentences given below and make a diagrammatic representation.
1. The volume of a given gas sample is directly
proportional to its absolute temperature at constant
pressure (Charles's law).
2. The volume of a given amount of gas is inversely
proportional to its pressure when temperature is held
constant (Boyle's law).
3. Higher price leads to a higher quantity supplied of a commodity
and a lower price leads to a lower quantity supplied— this is the
law of supply.
Course File: Communication Skills In English Theory_2023-24_PB_NCP
4. Wage rate and supply of labour has a queer relationship. Initially when
wage rate increases people work more to earn more. However if wage
rate rises, workers are able to earn the same amount by working fewer
hours. Further people realise that in order to earn more they have to
sacrifice their relaxation time. So supply of labour falls.
5. Mr. Das spends 40% of his income on food , 20% on clothing, 10% each on rent
and education, 5% on medicines and 15% on other items.
These are worked out examples. Exercises on the will be given later.
Priti Basu
