MCS-015 -COMMUNICATION SKILLS, MCS 015, BOOK - COMMUNICATION SKILLS, IGNOU BOOKS, INDIRA GANDHI NATIONAL OPEN UNIVERSITY - FREE ONLINE BOOKS - FIRST YEAR - FIRST SEMESTER - ONLINE - FREE BOOKS; IGNOU BOOKS; IGNOU FIRST SEMESTER BOOKS; IGNOU BOOKS ONLINE; MCA BOOKS ONLINE (IGNOU); MASTER OF COMPUTER APPLICATION, MASTERS OF COMPUTER APPLICATIONS; Indira Gandhi National Open University School of Open Learning Books MCA First Semester (MCS-015 - COMMUNICATION SKILLS); (Unit1 The Process of Communication; Unit 2 - Telephone Techniques; Unit 3 - Job Application and Interviews; Unit 4 - Group Discussions; Unit 5 - Managing Organisationsl Structure);
NOTE : These are our/ my personal notes for personal use, so I / we advice you to take look at your own Syllabus and Books first and / or if found useful - then only you may follow our blog / notes (I / we strongly advice you to follow your own books and syllabus provided by the University, Thanks, Regards);
==================================================================== :SKILLS NEEDED AT THE WORKPLACE-I
==================================================================== :UNIT - 1 - THE PROCESS OF COMMUNICATION
UNIT - 2 - TELEPHONE TECHNIQUES
UNIT - 3 - JOB APPLICATIONS AND INTERVIEWS
UNIT - 4 - GROUP DISCUSSIONS
UNIT - 5 - MANAGING ORGANISATIONAL STRUCTURE======================================================== :
INTRODUCTION TO THE COURSE AND BLOCK :
======================================================== :
In this Section / Blog, we concentrate on English at the workplace, You are probably wondering whether Business English (as it is also called) is a separate language to general English. Certainly not, Business English is 'NOT A DIFFERENT' language. It is English used at the workplace using Specific Vocabulary, and in certain situations having a different discourse(संलाप). Every profession uses a certain 'jargon' (शब्दजाल) and the business context in no different. While Business English is firmly rooted (आधारित) in general English, nevertheless (फिर भी) there are certain distinguishing (ख़ास) features which are evident (प्रकट, प्रत्यक्ष). For instance, research has shown that Lexical Cohesion (शाब्दिक सामंजस्य) is high in reports and low in letters. On the other hand, ellipsis (चिन्ह) in business letters is low, but a lot of conjunctions may be used. The use of synonyms is quite high in Business English. There are supposed to be 60 Synonyms for price rising and 40 for price falling.
There are specific words which are used mainly in business contexts (संदर्भों), example Purchase, Vend (बेचना), Invoice (बीजक), Turnover (कारोबार, आवर्त, कुल बिक्री, पण्यावर्त), etc., Business English is often quite Creative, - it meanns - words often expand in meaning. 'The Market' no longer means a Shopping Area, but is a general reference to buyers and sellers.
There are often (अक्सर) certain Discourse (प्रवचन, बातचीत, उपदेश, संभाषण, लेख, संलाप) Patterns (ढाँचा) peculiar-(अनूठा) to business. For instance, there are 4 move patterns in negotiations (वार्ता).
Moreover the cultural nuances (सांस्कृतिक बारीकियों) often influence business relationships. Take the case of business letters: English letters would have - Salutation, body, complimentary close; a French letter would have- Introduction, body, salutation. What kind of letter would an Indian write ?
Well, these are points for you (us) to ponder (चिंतन करना, ध्यान करना, विवेचन करना) :-
In this Block we begin with some theoretical inputs into the process of communication, its different types, the difference between written ans oral communication, We then concentrate on the structure of conversation - its characteristic (विशेषता) and conventions (सम्मेलन).
Now in Unit - 2 : We turn to another essential and important form of communication - Telephone Communication. Here we have given you several commonly used phrases which you could perhaps "learn" and be more effective when you speak over the telephone.
Now in Unit - 3 : We deals with jobs and interviews. We help you in writing letters of application as well as writing an effective Curriculum Vitae (Bio-data). We also give you tips to make you more confident when you appear for an interview.
In Unit - 4 - Group Discussions, are now an important part of the process of interview - as well as for applying for certain courses. We help you with the technique of Group Discussions in Unit 4 Finally, in
In Unit - 5, - we concentrate on "behavior" at the Work Place and Leadership Qualities.
- The Process of Communication.
- Telephone Techniques.
- Job Applications and Interviews.
- Group Discussions.
- Managing Organizational Structure.
UNIT 1 -THE PROCESS OF COMMUNICATION :
======================================================== :
1.0 - Objectives
1.1 - Introduction : What is Communication ?
1.2 - The Process of Communication
1.3 - Barriers (बाधाएं) to Communication
1.4 - Different Types of Communication
1.5 - Written vs. Oral Communication
1.6 - Different Types of Face - to - Face Interactions
1.7 - Characteristics and Conventions (रूढ़ि, प्रथा, परंपरा) of Conversation
1.8 - Conversational Problems of Second / Foreign Language Users
1.9 - Difference between Conversation and Other Speech Events
1.10 - Summary
1.11 - Further Readings
1.12 - Answers to Check your Progress
========================= :
1.0 - OBJECTIVES :
========================= :
In this unit we will introduce you to some basic concepts in communication, its importance in business organizations, different types of communication, different modes (प्रणाली, प्रकार, तरह, अंदाज़) ) to be used, and their comparative advantage and disadvantages. We shall also give you insights into strategies that are used for effective face-to-face communication.
============================================================== :
1.1 -INTRODUCTION: WHAT IS COMMUNICATION ?
============================================================== :We all engage in communication with others right from our birth. When we interact with others we are communicating with them. Right now I am communicating with you through this Book/ Text Unit (or Blog) and while you are reading it you, too, are in fact communicating with me through this (blog) text.
It is often (अक्सर) said that we life in an age of communication characterized by speed, efficiency, and the ability to transcend (पार,लांघना) physical or geographical limitations. But what does it mean to communicate? The dictionary definition is 'to exchange (thoughts) or make known (information or feelings) by speech, writing or other means (साधन), to transmit' (संचारित). Communication is more than just messaging or swapping(गमागमन) information. It involved not just words, but the use of all our senses (होश, होशो-हवास). With face -to- face dialogue, our facial expression, tone, body language, ability to listen with patience (धैर्य), all contribute to the conveying of message and information between people.
For example, the written word, whether in books and magazines, e-mails or texts, can convey(देना) more than just the writing. It can inspire(प्रेरित), elevate(दर्जा बढ़ाना) and encourage(प्रोत्साहित करना) if that is the intention of the writer. It can also confuse and exasperate(ग़ुस्से में लाना) if we are not careful ! Lynne Truss, in a recent book on punctuation, pointed out how easily the meaning of the written word can be altered just by rearranging the punctuation. She invites us to compare the following two sentences; 'A woman, without her man, is nothing', and 'a woman: without her, man is nothing' !
As human beings we have the ability to express ourselves and share our thoughts and feelings in many ways. We could live in isolation, never communicating with another person, but that would not create value. We can keep feelings to ourselves or we can share them. Each person has his or her unique view of thins, and each perspective is valuable. Through sharing these individual ideas o views with each other, global solutions may be found.
Someone may share an idea that the other person may not have even considered. These differing views could be compared to a Jigsaw Puzzle (see the image left side), where each person has their own piece, and when the pieces fit together, the full picture emerges and a solution is found that may not have been considered previously. Certainly increased communication that uses technology can be enormously valuable. Being able to share information quickly between people has meant that a disaster in one part of the world can be responded to in another; it has led to the fall of corrupt governments, as people have been able to unit in challenging authoritarian regimes. People in remote areas fighting injustice have linked up with people on the other side of the world who can support their cause. As with everything, new technologies such as e-mail and text messaging have the potential to be positive or negative.
So don't you see the value of communication !
================================================== :
1.2 THE PROCESS OF COMMUNICATION :So don't you see the value of communication !
================================================== :
================================================== :
The following figure gives a simple model of the process of communication :-
(PERSONAL NOTE : LEARN MORE ABOUT HUMAN COMMUNICATION CLICK HERE WIKIPEDIA LINK)
Check your Progress 1 :
Look at the figure given above and try to answer the following questions :
- At least how many persons do you need for communication to take place ?
Ans 1: at least (minimum) two persons needed for communication to take place. - Can two People communicate if they do not share the same language ?
Ans 2. They Can't Talk or Express their taught or communications with each other easily, but they can express very little communications if they use - body language, hand sign, face expressions, and/ or by drawing pictures on a paper, but still it is very difficult to communicate with each other in this condition. - If your answer to Q2 above is 'yes", then explain how they will communicate.
Ans 3. As already explained in Ans 2 that they can communicate only with body language, face expressions, drawing pictures on a piece of paper etc... etc... to communicate, but still it is very difficult to communicate with each other in this condition. - A saint (संत, साधु) is sitting with his eyes closed says he is communicating with God ! do you think it is an example of communication ? Give reasons for your answer ?
Ans. 4. Communication is possible with at least the presence two people, who physically exist, at the place/ site of action, but in this case it is - different, as the saint is communicating with himself - but not with The God, as this is a 'state of mind' which tells him that he is communicating with god, or we can say according to psychology -- this may be a state (or stage) of hallucination, as there is no logic or deviance of presence god - there !, but this is a type of - Self-observation, self-concept, self-interview (आत्म अवलोकन, आत्म परिकल्पना, आत्म साक्षात्कार); - A person was lost in his thoughts with his eyes closed. When asked he said that he was communicating with self. Would you term it as communication ?
Discuss with others in your study center.
Ans 5. Technically - Communication is of FOUR Types as under :
1. Uni- Casting Communication - One Person is Speaking and Only One Person is Listening (Like a Military Commando is giving instructions to his guys) (Note another person is only listening - in this case).
2. Broadcasting Communication - One person is speaking and many - people listening (note - in this case all people only listening -- like in a auditorium or in radio).
3. Bi- Casting Communication - Two People communicating with each other (both can talk and listen to each other).
4. Tri-Casting /or - Multi Casting Communication - In this Case - Three or more people (many people) talking /or communicating with each other -- like in a Conference Room (or meeting room) is called multi-casting type of communicaton.
So here -- in this case - this is not an official communication but this is a type of self communication (Self observation, Self Concept, Self Notification),
If we look at the figure given above we can derive the elements of communication as follows :
- Communication involves at least two persons (a) The addresser and (b) the addressee.
- The topic: the contents of the message.
- The channel: the medium through which the message travels, e.g. letter,
- The Code: the language of the message e.g. English, French, Hindi, etc.
- The message form: the selection of particular grammar and lexical choices (शाब्दिक विकल्प) of the message. The setting: the social and physical setting.
Look at the figure once again. Can you write a paragraph now explaining the process of communication ?
Ans: As shown in the above Figure we can say - communication is possible between - at least presence of two people on the spot, The First Part of Communication is SENDER (encoder, writer, speaker) ---> Second part is "MESSAGE" - i.e. what we want to say ? ---> Encoding Next part is TEXT ---> (Writing/ or Spoken)
Basically Communication is of many type Like :
1). Physical Communication - Conversation between two people.
2). Psychological Communication - Communicating with Self or Love / Hate Expressions on our Face for to other people.
3). Biological Communication - the communication between two biological elements.
4). Public Communication : Speaking in front man people.
THE ROLE OF DECODER : The process of decoding by the addressee is not passive as some people think His/ Her role is an active(क्रियात्मक) one. Language, it is said, does not have meaning, it has potential for meaning and it is the decoder who is actively engaged in making meaning on the basis of his/ her background knowledge and the context of communication e.g. the knowledge of the subject, topic, addresser- addressee relationship, knowledge of the code, the physical and social context, etc.
Let us consider the following utteranced : "Mr. Gupta is not coming".
The textual meaning of the sentence is not difficult; it is quite clear-but do we know what the speaker wants to convey(सूचित करना)? Is it a statement for our information? Is it a warning for the hearer? We can understand this text only if we know what the context is, i.e. who is the addresser; whom is s/he addressing when, where and in what context(संदर्भ). suppose the addresser is the Managing Director (MD) of a company; and the addressee is his Secretary; the MD utters(बोलना) these words on arriving in his office and going through a fax message; Mr. Gupta is a consultant with the foreign collaborators of the company; and he was due to arrive the day for a meeting with the MD and other officials of the company. If we posses this background knowledge, we will be able to understand the meaning of the sentence uttered by the MD. This sentence can now be called an utterance in this context. The secretary can interpret the utterance(कथन) to mean; 'The meeting will have to be cancelled and the officials informed accordingly. Arrangements such as sending the car to the airport, hotel reservation, etc., if any made for Mr. Gupta, will have to be cancelled', etc. etc.
When we make an utterance we always do something; we use language to perform some function, e.g. to inform, warn, promise, persuade, etc. and the hearer or the reader can derive the meaning of the utterance only through actively processing the utterance in the context in which it is made.
CHECK YOUR PROGRESS 3 : Can you think of some of the functions of language ? One can be to 'inform' someone; or to 'warn'. Think of some more functions and compare your list with that drawn up by others in your study centre.
-----------------------------------------------------------------------------
-----------------------------------------------------------------------------
MACRO(महा-) FUNCTIONS OF COMMUNICATION :
- THE EMOTIVE(भावपूर्ण, भावना युक्त) FUNCTION : to communicate the inner states and emotions, e.g. oh ! no !.
- THE DIRECTIVE(निर्देशक, निर्देश) FUNCTION : seeking to affect the behaviour of other, e.g. Close the door, please.
- THE PHATIC(सामाजिक सुचना) FUNCTION : opening the channel or checking that it is working, e.g. Hello, is it Thomas Cook ? or Can you hear me, Mrs. Gupta ?
- THE POETIC(कलात्मक, सोंदर्यआत्मक) FUNCTION : the particular form chosen is the essence of the message. This refers to the aesthetic function of language.
- THE REFERENTIAL(निर्देशात्मक) FUNCTION : to carry information.
- THE METALINGUISTIC FUNCTION :
1.3 BARRIERS(बाधाएँ) TO COMMUNICATION : It is said that communication can never be hundred percent complete. Many factors are involved in the process of communication and something can always go wrong with one or more of these. From your own experience, make a list of some of the factors that can impede(बाधा, अड़चन) communication.
- CODE (of COMMUNICATION) - the addresser and the addressee may not share the same language between them. The addresser is speaking in French and the addressee does not know franch.
- VOCABULARY - (क्षेत्र विशेष में प्रयोग की जाने वाली विशेष भाषा) for example: "GOLD FALL", "SILVER RISE", (Metal Market Vocabulary) and - "The market declined under persistent bear hammering". One who is not familiar with the vocabulary of the Stock Market - may not understand what is meant.
- CONCEPT (शब्दार्थ) - Technical or Subject Specific(विशेष विषय) concepts may no be understood by all. For example, "a black hole" is simple language, yet the concept may not be understood by many. (यानि पारिभाषिक शब्दावली का अभाव, या परिभाषाओं की अ - परिपक्वता).
- BACKGROUND KNOWLEDGE - e.g. "Victorian Style Mansion" may not be understood by those living outside England. (भौगोलिक क्षेत्रों की विशेष भाषाएँ या शब्दावली).
- PRONUNCIATION (उचारण) INTONATION (स्वर, या आवाज़ का उतार - चढ़ाव), ACCENT (स्वर, या स्वराघात) and STRESS (दबाव) - in spoken language, Sometimes may not be understood.
- CULTURAL SPECIFICATIONS : culture specific communication may cause misunderstanding (भाषा के / में - सांस्कृतिक अवरोध).
- AFFECTIVE(भावात्मक) or PSYCHOLOGICAL(मनोवाज्ञानिक) - BARRIERS : Affective factors, personal factors e.g. :
ANXITY, FEAR, ATTITUDE, MOTIVATION, BELIEFS, VALUES, LACK OF MUTUAL TRUST, LACK of TIME or PRESSURE OF WORK, LACK of ATTENTION, and PERSONAL RIVALRIES(प्रतिद्वंद्विता), All these factors impede communication.
**************************************************
CHECK YOUR PROGRESS - 5 :
Q. How can the barriers to communication be removed ? Discuss with others in your group or class.Ans:
- Code of Communication : Proper Learning of Particular Language, i.e. suppose we are living in Canada then we need to learn Canadian language properly to minimize communication errors.
- Vocabulary : We need to improve our 'Subject Particular' (SUBJECT SPECIFIC) vocabulary like various sentences used in Share Market, Gold Market, Metal Market etc. etc.
- Conceptual Knowledge : suppose we are working in a space research center - then we need to improve our Space Related Vocabulary / (Encyclopedia) or what-so-ever.
- GEOGRAPHICAL VOCABULARY (Background Knowledge) : suppose we are living in United Kingdom - so, we need to improve our Location-Specific Vocabulary or Knowledge e.g. - "VICTORIAN STYLE MANSION" may not be understood by those living outside England.
- Pronunciation, Intonation, Accent, Stress Related Improvement :
-- to remove Pronunciation related errors - we need lot of Practice with Local Citizens of the country.
-- to minimize Intonation errors - we need to consult with Speech and Hearing Specialist (Clinically).
-- to minimize Stress related errors - we need to remove all stress related factors in the organization. - Physical Factors - to remove physical barriers like Noise, Environmental Disturbance, Physical Distance etc. etc. --- we need to solve them by improving them and need technical rectification.
********************************************************************
1.4 - DIFFERENT TYPES OF COMMUNICATION :
Communication may be classified into several categories on the following bases:a. Expression : Written, Oral and Gestural.
b. Flow : Internal (Vertical & Horizontal) and External
c. Relationship : Formal and Informal :
TYPES OF COMMUNICATION
|-------------------------------------------
| | |
EXPRESSIONS FLOW RELATIONSHIP
|-(a).WRITTEN |-(d).INTERNAL |-(f).Formal
|-(b).ORAL | |-VERTICAL |-(g).Informal
|-(c).GESTURAL | |-HORIZONTAL
(सांकेतिक) |-(e).EXTERNAL
*****************************************************************
VARIOUS MEDIA OF EXPRESSION (a. Written, b.Oral, c.Gestural)
Communication can be achieved through various media, such s writing, speech, gestures and actions. One can use written words or draw pictures or one can use speech sound. In fact - several of the tribal languages do not have any script., like moving of head for yes, for no, etc.
In business, communicating in writing is the most popular form of communication. It can take various forms such as letters, circulars, office memorandums(ज्ञापन), Telegrams, FAX, magazines. etc.
This does not mean tha toral communication is not used in business transactions. Speech is also used and quite often. It takes the form of face-to face interaction.
GROUP DISCUSSIONS AND INTERPERSONAL SKILLS :
What are Interpersonal Skills, What are Group Discussions; Videos about Group Discussion; What are Meeting Skills; What are Commercial Skills; Waht are Interprise Skills; Interpersonal Skills for System Analyst; Group Discussion Skills for System Analyst; How to behave in a group of people - human psychology; Human Psychology - Group Discussion; Human Psychology and Interpersonal Skills; Human Psychology and Group Discussions - as a Administrative Tool;
