Unit-III pdf (Basic listening Skill, Effective Writing Communication & Writing effectively)

COMMUNICATION SKILLS
(BP 105T)
Prof. T. R . Sayyad
Assistant Professor
( SSJIPER, JAMNER,
JALGAON-424206)
T.R.Sayyad

A. Basic listening skills
 Listening is the ability to accurately receive and interpret messages in the communication
process.
 Listening is key to all effective communication. Without the ability to listen effectively,
messages are easily misunderstood. As a result, communication breaks down and the
sender of the message can easily become frustrated or irritated.
 It is the first skill that provides background to language to learning.
 It is always there in every linguistic activity.
 listening is important for casual chats, face-to-face encounters and telephone messages,
for enjoyment of radio and television programs, formal lectures for understanding lectures
and many other activities there is a need for an active involvement of the efficient
performance of listening. T.R.Sayyad

T.R.Sayyad
 5 Stages involve in process of listening skill:

1. The receiving stage of listening is the basic stage where an
individual hears a message being sent by a speaker.
2. The understanding stage of listening occurs when a receiver of a
message attempts to figure out the meaning of the message.
3. The remembering stage of listening is when a listener either
places information into long-term memory or forgets the
information presented.
4. The evaluating stage of listening occurs when a listener judges the
content of the message or the character of the speaker.
5. The responding stage of listening occurs when a listener provides
verbal or nonverbal feedback about the speaker or message
Stages / Process of Listening:
T.R.Sayyad

Listening generally falls into two broad Categories:
1. Active Listening – Sometimes, people listen to the speaker in full heed and interest and then respond
thoughtfully; active listening helps create trust and mutual comprehension between people.
2. Passive Listening – This is when someone hears the words but does not really absorb them. They may be
distracted or just not interested, and that information may go out the window, or they may not get it.
T.R.Sayyad
Purpose/Objective of
listening skill in
communication

T.R.Sayyad
Types of listening:
1. Discriminative listening: Discriminative listening is the most basic type of listening
whereby the difference between multiple sounds is identified. This is one reason why a
person from one country finds it difficult to speak another language perfectly as they are
unable to distinguish the subtle sounds that are required in that language.
2. Biased listening: Biased listening happens when the person hears only what they want to
hear. Such biased listening is often very evaluative in nature.
3. Evaluative listening: In evaluative listening, or critical listening, we make judgments about
what the other person is saying.
4. Appreciative listening: We use appreciative listening when we are listening to good music,
poetry or maybe even the stirring words of a great leader.
5. Sympathetic listening: In this type of listening, we care about the other person and show
this concern in the way we pay close attention and express our sorrow for their ills, sorrow
and happiness at their joys.

6. Empathetic listening: This requires excellent favoritism and close attention to the nuances
of emotional signals. When we are being truly kindhearted, we actually feel what they are
feeling.
7. Therapeutic listening: In therapeutic listening, the listener has a purpose of not only
empathizing with the speaker but also to use this deep connection in order to help the speaker
understand, change or develop in some way.
8. Relationship listening: Sometimes the most important factor in listening is in order to
develop or sustain a relationship. Relationship listening is also important in areas such as
negotiation and sales, where it is helpful if the other person likes you and trusts you.
9. False listening: False listening occurs where a person is pretending to listen but is not
hearing anything that is being said. Their goal with their audience is to make a good
impression in very short space of time before they move on, never to talk to that person again.
10. Initial listening: Sometimes when we listen we hear the first few words and then start to
think about what we want to say in return,
11. Selective listening: Selective listening involves listening for particular things and ignoring
others.
T.R.Sayyad

 Active listening
 “Active listening refers to a pattern of listening that keeps you engaged with
your conversation partner in a positive way.”
 Active listener is one who hear the message with concentration understand
and message respond to that message and remember that message life long.
 Passive listener is one would judge hear the message and interpret that
message as per their convenience and give response to that message.
T.R.Sayyad

These are five key active listening techniques
…...you can use to help you become a more effective/ Active listener:
1. Pay attention.
2. Show that you're listening.
3. Provide feedback.
4. Defer judgment.
5. Respond appropriately.
Note:
 Start using active listening techniques today to become a better
communicator, improve your workplace productivity, and
develop better relationships.
T.R.Sayyad

1.Pay Attention:
Give the speaker your undivided attention, and acknowledge the message. Recognize that non-
verbal communication also "speaks" loudly. • Look at the speaker directly. • Put aside
distracting thoughts. • Avoid being distracted by environmental factors. For example, side
conversations. • "Listen" to the speaker's body language .
2. Show That You're Listening:
• Use your own body language and gestures to show that you are engaged. • Nod occasionally.
• Smile and use other facial expressions. • Make sure that your posture is open and interested.
• Encourage the speaker to continue with small verbal comments like yes, and "uh huh.“
3. Provide Feedback:
• Our personal filters, assumptions, judgments, and beliefs can distort what we hear. • As a
listener, your role is to understand what is being said. This may require you to reflect on what
is being said and to ask questions. • Reflect on what has been said by paraphrasing. "What I'm
hearing is... ," and "Sounds like you are saying... ," are great ways to reflect back. • Ask
questions to clarify certain points. "What do you mean when you say... ." "Is this what you
mean?" • Summarize the speaker's comments periodically.
T.R.Sayyad

4.Defer Judgment:
Interrupting is a waste of time. It frustrates the speaker and limits full understanding of the
message. • Allow the speaker to finish each point before asking questions. • Don't interrupt
with counter arguments.
5. Respond Appropriately:
• Active listening is designed to encourage respect and understanding. You are gaining
information and perspective. You add nothing by attacking the speaker or otherwise putting her
down. • Be candid, open and honest in your response. • Assert your opinions respectfully.
• Treat the other person in a way that you think they would want to be treated.
T.R.Sayyad

 Like all the individuals are not good in speaking skill in the same way all the integers are not good in
listening skills, Active listener speak 30% and listen 70% of the time.
 For a good listener it is important that he/ she should first listen the message without interrupting the
speaker and after completely listening the message will be able to answer the question rises by the
speaker.it will maximize your understanding.
 Being an active listener is a life skill which companies demand in their employees as a special skill
in a classroom it is always advise to student to be attend you so that they can grass the knowledge
and can answer the question in effective manners, it improve your Confidences.
 Good list always pay attention with curiously and do not interrupt during the speaking as interruption
indicates poor listening skill, this is the important quality which make them effective leaders.
 It aims to build trust, strengthen relationships, improve problem-solving, and foster empathy by
demonstrating a genuine commitment to understanding the other person's perspective.
The Main Goal to active listening:
T.R.Sayyad

Components/ key concept of Active Listening
T.R.Sayyad

T.R.Sayyad
Listening in Difficult Situations
It is also called as barriers in active listening. The below figure show that barriers/hurdles in active listening,

Listening in difficult situations or barriers in active listening: Hurdles play an important role in communication
process whether it is speaking or listening, as these define the quality and quantity of information transferred.
1. Misunderstanding: Many of the businesses, relationships fail because of mis-understanding. If in any way,
the process of communication by speaking fails due to either technical error or any other error, the distortion
of message is common by listener, as the listener then interpret the message as per his convenience. It is
easy to resolve misunderstanding just by rectifying communication errors.
2. Defective mechanical tools: The defect in machinery or instrument like radio, television, internet, mobile,
loud speaker etc. used to transmit message can be hurdle. Electricity or some mechanical error can be the
reason of interruption. Few people who have hearing or listening problem, use hearing impairment machine
to get the message in convenient way. The defect in that machine can also be barrier in proper listening.
3. Previous experience: Inputs from previous sources can hamper the image of speaker in mind of listener as
sometimes listener preconceive speaker's inability to deliver the message properly or speaker's style of
communication.
4. Personal beliefs : Speaker's race, gender, age, appearance, religion, etc. hamper proper listening by
listener. Sometimes people want to listen only that issues which are related to their problems and they search
for particular answer only, neglecting the other important points of talk. Many of the people do not pay
attention to the speakers younger than them or because they did not find them attractive.

5. Fear: Some people are defensive in nature. They have fear of discussion either due to age, position, gender, lack of
knowledge or sometimes they fear that people will laugh on them. In classroom, students most of the times do not ask
questions to teacher because of fear that their fellow friends will make fun of them and in that fear they lose the
concentration of listening also.
6. Frequent interruptions : Unwanted sound, unwanted disturbance, interruption by asking unnecessary questions, improper
body language, inappropriate words, inappropriate posture, inappropriate expressions, sudden change in topic are frequent
interruptions in proper listening.
7. Message overload: Some people try to gather or listen a lot more information at one time which results in deviation of
focus from core points. We have seen on TV during debate between many political parties, all the parties try to give
maximum information to show their work done in democracy but they forget to focus on quality of message which results
in that anchor get a huge quantity of message but unable to analyse and discuss centre point of debate. This can be
possible by breaking the message into quality message to make it more palatable or compatible for listener.
8. Improper eye contact: Improper eye contact is considered a sign of inattention by listener. This can be due to
nervousness or non awareness of the listener about the topic which is being discussed, unable to concentrate, distraction
by the adjacent listener etc. Many of the brilliant students can be rejected during interview with interviewer because of lack
of improper eye contact.
9.
T.R.Sayyad

T.R.Sayyad
9. Health related problems: Physical condition of listener like fever, pain, hearing disability, hunger, thirst or some
people have brain ability to listen only a limited number of words can also be barrier.
10. Attitude: Sometimes listener pretend that he has more knowledge or experience in that particular area in which
speech or talk is being delivered. Approaching towards speaker in either positive or negative way defines the human
behavior of attaining the knowledge as this is human quality. At work place, attitudinal barrier can sometimes prove
disastrous for business dealing. People many times resist to praise others because they think that it will harm their
dignity.
11. Impatience: People have tendency to jump over to conclusion bypassing the current discussion because they are
eager to add their own points or comments in discussion. The reason can be time constraint or not interested in
speaker's ideas. In meetings, presentations, it is advisable that first let the speech be finished, then only inputs from
audience are gathered.
12. Non belief in speaker's ability: Sometimes age, inability or insufficient depth knowledge of speaker make the
listener less attentive. The listeners think themselves more informed and more knowledgeable on current topic than
the speaker. But to make listening successful, listener need to be open minded and try to collect the information
instead of prejudicing the speaker.

 Self Awareness:
It is the ability to monitor your own emotions and reactions. Self-awareness allows you to know
your strengths, weaknesses, triggers, motivators and other characteristics. Being self-aware
means that you take a deeper look at your feelings, why you feel a certain way and how your
feelings could turn into reactions.
Seven tips for improving self-awareness.:
1. Keep an open mind.
2. Be mindful of your strengths and weaknesses.
3. Stay focused.
4. Set boundaries.
5. Know your emotional triggers (emotional and physical reactions)
6. Embrace your intuition (Pay close attention to your physical and emotional responses.)
7. Practice self-discipline. T.R.Sayyad
People who
possess a high
level of self-
awareness tend
to be good at
listening

Importance of self awareness in communication
 Self awareness is important it mean that we are fully aware about a thoughts and behavior and how
the thoughts at the behavior can be manage as for the situation as these so as catalyst in effective
communication.
 Provides direction to our communication, eg. while teaching in a class teacher have to make
themselves aware about the level of understanding of the student, even the language of the
understanding of the student and then only should proceed for further communication process as
these make the task easy for both the teacher and the student.
 Helps better in achieving the goals, there are hundreds of example of companies which could not
sustain themselves because of the unawareness of the strength and the weakness and tried to capture
the market without understanding these themselves.
 Self awareness is the situation where we can understand how the listener can react to our speak
whether we have been completely able to make them understand our thoughts, we have our own
filter in the communication self awareness is the feasible in case while depend upon type of
audience
 This is important to understand how the other will respond in a particular situation as there is a
change of body language with the change in the audience, for example we use our words differently
with the kids, adult, students of the different branches like law engineering pharmacy nursing arts
etc.
T.R.Sayyad

T.R.Sayyad
Speaking & Listening Speaking & Listening

T.R.Sayyad
•Clarity: Use simple and direct language, avoiding jargon, to ensure your message is easily understood.
•Conciseness: Get to the point without unnecessary words to respect the audience's time.
•Concreteness: Be specific and provide clear details, such as time, place, and facts, instead of vague statements.
•Correctness: Ensure the information is accurate and that the message is free from grammatical and spelling errors.
•Coherence: Make sure your message flows logically and all points are connected to the main topic.
•Completeness: Include all necessary information so the audience understands the message and can take action if needed.
•Courtesy: Be polite, respectful, and considerate of the receiver's feelings and perspective throughout the message

T.R.Sayyad
B. Effective Written communication
 Apart from speaking and listening, writing is also a part of communication skill.
 In areas especially Business, teaching etc. without writing nothing is approved.
 Speaking and listening is an oral communication skill which is not feasible every time or when
speaker hesitate to express its words or when there is need of proof that work has been assigned or
done, here written communication always has its position in mean of communication.
 The medium of communication is selected depending upon requirement of the situation and
purpose of message for eg. Face book update, twitter messages, job alerts, pop up messages,
reminder etc.
 Process of communication starts with an idea, idea is then translated into message and again the
message is translated into either oral or written form.
General introduction

T.R.Sayyad
 “Effective written communication is clear, concise, complete, and correct, with a tone that
is appropriate for the audience. Key strategies include defining your purpose, using simple
language and active voice, organizing your thoughts logically, and proofreading carefully
before sending”.
Importance of Written Communication:
1. Provides clarity: Writing allows you to organize and refine
your ideas before communicating. This ensures your message
is clear, concise, and easily understood.
2. Helps with record-keeping: Written communication creates a
reliable record, which is essential for businesses—especially
in contracts, agreements, policy documents, etc.
3. Can reach a broad audience: Written communication can be
easily shared with a global audience. For example, emails can
reach employees across different time zones, enhancing
collaboration.
4. Ensures professionalism: A well-written email or report
showcases professionalism, attention to detail, and respect for
the recipient. On the other hand, poorly written
communication can damage your reputation and raise
eyebrows about your communication skills.

T.R.Sayyad
While writing a document, the writer needs to focus on many points:
1) The center point of communication.
(2) The choice of words.
(3) Expression of word.
(4) Spelling, grammar, punctuation.
(5) Numbering to pages.
(6) The language of writing.
(7) Precise writing or descriptive writing.
(8) Provide facts and figures to support the data.
(9) Personal or professional message.
(10) Avoid repletion of message.
(11) Use charts, tables, graphs.
(12) Reader who will read or interpret the information from the written communication.
(13) The mean by which information will be available, either online or book format.
(14) The purpose of writing.
Basics of written communication:

T.R.Sayyad
WHEN AND WHEN NOT TO USE WRITTEN COMMUNICATION:
……….Areas where written communication is important:
(1) Distribute message to large group of people.
(2) Create permanent record.
(3) Mark professionalism.
(4) Business purpose:
(a) Employee manuals,
(b) Journals, Bulletins,
(c) Faxes,
(d) Circulars,
(e) Memos,
(f) Letter,
(g) Advertisement,
(h) Emails.
(5)Pay attention.
(6) Facts and statistics.
(7) Make loyal relationship. Etc.
WHEN WRITTEN
COMMUNICATION ?

WHEN NOT WRITTEN
COMMUNICATION ?
WHEN AND WHEN NOT TO USE WRITTEN COMMUNICATION:
………..Areas where written communication is important
1. Discussion with friend.
2. When immediate feedback is needed.
3. Interview.
4. Face to face communication.
5. Message should not be delayed like in health related issues
6. To reduce use of paper.
7. To reduce cost of organization.
8. When immediate clarification is needed.
9. During informal communication.
10. Decision making discussion.
11. For instant response.
12. Complex topics that require explanation. Etc.
T.R.Sayyad

T.R.Sayyad
COMPLEXITY OF TOPIC:
 While reading books of foreign authors, we come across stand meaning of words. In foreign, the kids are
acquainted to many jargon words and for that we need dictionary to under-the complex words right from
starting of their learning.
 For kids it is difficult to understand the complete sentences so the things are started with two to three words to
make it appropriate for them. We relate simple with easy to understand. The simplicity or complexity of words
depend upon the environment we learn from childhood.
 The word like "imperative" may seem complex for class I student because he can understand only word
"important" but the same word "imperative" seems simple to class VI student. The complexity of words varies
according to age also.
 Our Indian authors write their book keeping in mind the customers of book which are students who cannot
understand advanced vocabulary. The Indian authors translate the books of foreign authors to make it
compatible for our students.
 The level of complexity of words affects reader's ability to inherent the words. Teaching is the profession
which require making understand the topics to students in language students are familiar.

T.R.Sayyad
The teachers generally convert complex topics and unfamiliar subjects to the students into their
understandable words and language.
Teachers cannot go beyond the understanding of students. They teach the concepts without
complex grammar.
Headings, sub-headings, sequencing of topics, summary or abstract mentioned in books, journals
make the points more clear in concise manner.
In Pharmacy, there are hundreds of books of foreign authors available and if books of same
subjects of foreign authors are compared with Indian, students find Indian authors book more
compatible or friendly.
These are some steps to reduce complexity of topic:
(1) Highly unfamiliar or technical material become incomprehensible so it is advisable to use simple
and precise words.
(2) The focus should be given to core points.
(3) The grammar should not be made complex.
(4) Proper glossary should be used for technical language.
(5) Abbreviations like API can be used, but in starting only somewhere full form "Active
Pharmaceutical Ingredients" should be mentioned.

T.R.Sayyad
AMOUNT OF DISCUSSION REQUIRED :
1. We need to show our particular skills only at particular time.
2. Whenever a discussion is made, we need to take care of audience, listeners or readers. In classroom,
students queries are simplified with discussions as discussion enhance students motivation.
3. Discussion can be relevant to a particular topic or their plan for higher studies or to increase their
intellectual ability. Discussion should be planned for a particular time period or should be focused for a
particular subject.
4. If not planned in advance, they consume a lot of time sometimes even without conclusions. In
conferences, during plenary session, some speakers take excessive time and make audience so
exhaustive that they do not want to listen next speaker.

T.R.Sayyad
5. During business meetings or while making financial planning for a financial year or while
making business strategies or while making budget plan for marketing or advertisement, all
require a proper and planned discussion to get effective results.
6. Discussion should be well structured to avoid it wandering in different directions and try to
focus on core point without deviation.
7. The factors to be considered during discussion are:
(1) The theme of discussion
(2) The objectives of communication
(3) The type of audience
(4) Encourage participation of audience
(5) Plan strategies in advance.
(6) Avoid repetition of points.
(7) Time.
(8) Either face to face discussion or via video conferencing or via skype.
(9) Arrangement of tables and chairs for face to face discussion.

SHADES OF MEANING:
1. The colors come in different shades. In blues there are different shades from light to dark, in
orange color, there are different shades from light orange to dark orange. In same way, one word
has different meanings like adults and youth, both refer "young people" but still people have
different views for both words.
2. As it is clearly shown in Fig., like there are different shades in same color, in same way there are
different meaning of same word. If word "pretty" is being used, it is generally used for kids or
same word can be used as adverb before adjective or with another adverb.
3. When we see someone or something very soothing graceful for our eyes, the word "pretty" is used
e.g. "The girl looks quite pretty" or "The girl looks pretty good". If the word "beautiful" is being
used, it is multipurpose word and can be used in different situations. It can be used for teenage
girls or to praise about something e.g. "That girl is beautiful" or "What a beautiful day?" or "What
a beautiful place?" or "Beautiful story".
4. The word "gorgeous" can be used for celebrities or for young women or for nice dress or can be
used as an adjective e.g. "What a gorgeous dress of diamonds" or "The gorgeous woman in white
dress" but the word "gorgeous" is generally not used for boys or men because for them the word
"Handsome" is used. The word "glorious" is used when we talk about something impressive,
fame, success, victory e.g. for Taj Mahal "What a glorious heritage?" or "What a glorious
weather?" "What a glorious shot?"
T.R.Sayyad

Shades of Meaning
teeny pretty happy
tiny beautiful joyful
little gorgeous proud
small glorious exciting
hop funny bad
jump witty terrible
leap silly awful
skip humorous horrible
walk sweet love
stroll friendly adore
tiptoe helpful idolise
stride kind affection
T.R.Sayyad

Formal communication
 Formal written communication is the structured and professional use of written words
in a business or work environment to convey official information. It requires using a
clear, professional tone, adhering to specific formats, and maintaining accuracy and
correctness. This type of communication is used for official documents like memos,
business emails, reports, contracts, and presentations to ensure a reliable, permanent
record and a controlled flow of information through the proper channels.
Examples of formal written communication
•Business emails and letters
•Reports and proposals
•Memos and circulars
•Contracts and legal agreements
•Press releases and official announcements
•Formal presentations and handouts
T.R.Sayyad

Key characteristics of formal written communication
•Professional tone: Maintain a professional and respectful tone, avoiding slang,
contractions (like "you're"), and informal language.
•Accuracy and correctness: Ensure the writing is grammatically correct, uses
appropriate language, and is free of errors.
•Clarity and conciseness: Be clear and direct, avoiding jargon or overly complex
sentences unless they are standard professional or company jargon.
•Purpose-driven: Every message should have a clear goal, and this goal should be
communicated upfront to the reader.
•Structured format: Follow specific formats for documents like memos, reports, and
emails, which often include a specific subject line, salutation, and closing.
•Official channels: Use designated, official channels for communication, such as
business emails, official reports, or company memos.
T.R.Sayyad

How to improve your formal written communication skills
•Use the active voice: This strengthens sentences and makes them easier to
understand (e.g., "I sent the letter" is clearer than "The letter was sent").
•State your goal clearly: Inform the reader of your purpose at the beginning of
the message to ensure they understand what is expected.
•Be concise: Be brief and to the point. Less is often more, and this helps avoid
information overload for the reader.
•Proofread carefully: Always reread your writing to catch any errors in
grammar, spelling, or punctuation before sending.
T.R.Sayyad

Unit-III pdf (Basic listening Skill, Effective Writing Communication & Writing effectively)

More Related Content

Similar to Unit-III pdf (Basic listening Skill, Effective Writing Communication & Writing effectively)

Recently uploaded

Unit-III pdf (Basic listening Skill, Effective Writing Communication & Writing effectively)