Communication Skills D.com Part II
Notes communication Skills.
Chapter No 1
Q.1 Define communication?Ans. The exchange of ideas between and among human beings is known as communication. It is a two way process.. It may be verbal or nonverbal. Communication is considered successful when it brings desired results.
Q .2 What is external communication?
Ans. External communication carries information in and out of the organization it may include letters, reports, telephone calls, contracts, ads, news releases. Effective external communication is primary need of an organization. It surely leads to success.
Q.3 What is internal communication?
Ans. Internal communication carries information up, down, and across the organization. It may include memos, reports, meetings, teleconferences, etc. it increases job satisfaction safety, and profit . It decreases complaints, turnovers, and loss, etc.
Q.4 What is downward communication?
Ans. In most organizations , decisions are made at the top and then flow down to the people who will carry them out. Employees need clear job directions. When they receive proper communication from the management they can be more efficient.
Q.5 What is upward communication?
Ans. Upward communication travels from lower to higher ranks. Executives must learn what is going on in the organization. Since they cannot be everywhere at once, they depend on lower-level employees for reports and suggestions.
Q.6 What is horizontal communication?
Ans. Horizontal communication flows from one department to another . It also occurs between
the people of the same ranks. It helps employees co-ordinate tasks. It is especially useful for
solving complex and difficult problems.
Q.7 What is abstracting ?
Ans. Focusing on some details is a process called abstracting. On many occasions, abstracting is necessary. When we communicate , we are generally limited by time, expense, space, or purpose. We need to select facts that are related to our purpose.
Q.8 What is filtering?
Ans. Omission of undesirable part of message is called filtering . Filtering is shortening information before a message is passed on to someone else. Filtering is a type of refinement that brings grace and relevance to a message.
Q.9 What is inferring?
Ans. A conclusion made by reasoning from evidence is called inferring. Everyday we act on some inferences. We make assumptions and draw conclusions. When we drop a letter into mailbox, we infer that it will reach its destination.
Q.10 What are denotations?
Ans. Denotations are often dictionary meanings . Most people agree on these meanings . Denotative meanings inform the receiver naming objects, people, or events without indicating positive or negative qualities. Such words include car, desk, book, etc.
Q.11 What are connotations?
Ans. Some words have connotative meanings that arouse personal reactions. These reactions may be positive or negative. Words like gentle, prompt, efficient have positive connotative meanings.
Chapter No 2
Q.1 What is process of communication?Ans: Communication is a two way process of sending and receiving messages. Communication is a dynamic process. It is a Chain Of events that has seven steps.
Q.2 What are components or elements of communication process?
Ans: The communication process consists of seven components as follows: (i). Sender/ Source (ii). Encoding (iii). Message (iv). Channel (v). Receiver (vi). Decoding (vii) Feedback .
Q.3 Define '' Context'' in Communication process.
Ans: Every message oral or written begins with a context . Context means the circumstances in which something happens. Context is broad field that includes country , culture, organization, or stimuli.
Q.4 What do you mean by '' Encoding ''?
Ans: Encoding mean putting ideas into a message . In the process of encoding, an idea may take form of word , facial expression , gesture, etc. Encoding depends on our ideas, our receiver and our style.
Q.5 Define Receiver in Communication process ?
Ans: The receiver gets the message . He may be reader or listener. The receiver holds a key place in the process of the communication. He is always kept in view by the sender. The receiver is also known as the decoder.
Q.6 What is '' Decoding '' In Communication process?
Ans: Decoding means taking ideas out of the message. When the receiver decodes our message , he understands it. If all goes well , the receiver assigns the same meanings to the message as the sender intended. Then he responds in the desired way. The process of understanding the message is called decoding.
Q.7 Define '' Feedback '' In Communication process?
Ans: Feedback is our receiver response. It is the final link in the communication chain. After getting the message , our receiver responds in same way. Feedback is the key element in the communication process. It enables us to judge the success of our message. It is the response of the receiver after understanding the message which he conveys to the sender.
Q.8 What are barriers in communication?
Barriers block the way of communication. Some barriers are as follows: 1 Lack Of Planning 2. Language Problem 3. Information Overload 4. Inefficient Communication 5. Complex Message 6.Incorrect Choice of Medium 7. Poor Listening 8. Differing Status 9. Differing Backgrounds 10. Physical Distractions.
Chapter No 3
Q.1 What are kinds of communication?
Ans: There are three kinds if communication : 1. Oral communication 2. Written communication 3. Nonverbal communication. Oral communication means sending message through spoken words. Written communication means sending message through written words. Nonverbal communication is the process of communication without words.
Q.2 What is Verbal communication?
Ans: Verbal communication is a process of communication with words. verbal communication consists of words arranged in proper order. Words are arranged according to the rules of grammar . We then send the message in spoken or written form.
Q.3 Describe the kinds of verbal communication?
Ans: Verbal communication can be divided into two kinds as under:
i. Oral communication
ii. Written communication
Q.4 Define Nonverbal communication?
Nonverbal communication is the process of communication without words. It communicates through appearances , posture, facial expression , gestures , movement, smell, touch, silence, time ,space, etc. It is estimated that 85% of all information comes through nonverbal communication.
Q.5 What do you mean by Paralanguage?
Ans: Our voice quality and the extra sounds we make while speaking are called paralanguage.
Q.6 What is meant by Kinesics?
Ans: Kinesics means body language. Body language carries intentional and unintentional messages. It includes appearances , postures, facial Expressions, gestures , eye behavior , etc. kinesics is an important part of nonverbal communication.
Q.7 What is meant by Proxemics?
Ans: Proxemics means study of space language we all carry some space around us . This space is generally guarded against intruders . We also try not to intrude on the personal space of others. Going too close to others may annoy them.
Q.8 What is meant by chronemics ?
Ans: Chronemics means study of time . Time can be used to claim authority . In many cultures , people show respect by being on time. Some people display their Importance by making other people wait. However, punctuality always leaves a positive impact.
Q.9 What do five W's mean?
Ans: The five W's mean:
Who, What , When , Where and Why.
Chapter No 4
Q.1 What are communication principles?Ans; To compose effective written or oral messages , we must apply certain communications principles. These principles provide guidelines regarding purpose, style, receiver, etc. Called the '' seven C's '' they are clarity conciseness, completeness, consideration, courtesy, and concreteness.
Q.2 What is meant by clarity ?
Ans: Clarity means, communicating the exact message on the first reading . Clarity makes the reader's job easy. A clear message is easy to understand . Moreover , it saves time , many and efforts .Aristotle said '' A good style is , first of all, clear''.
Q.3 How does clarity come in a message?
Ans: clarity comes in a message through these ways:
1. Use short , easy and familiar words.
2. Keep pronoun references clear.
3. Avoid needless jargon.
4. Avoid Clichés ( old Phrases)
5. Avoid using words with double meanings.
Q.4 How Does Conciseness come in a message?
Ans: conciseness comes in a message through these ways:
1. Include only relevant material.
2. Make negative positive .
3. Avoid needless repetition.
4. Delete Needless prefaces.
5. Remove Wordy expressions.
Q.5 How does Completeness come in a message?
Ans: completeness comes in message through these ways :
1. Provide all necessary information.
2. Answer all question asked.
3. Give something extra, when desirable.
4. check five W's : What, When , Where, Who ,Why.
Q.6 What is a Clichés?
Ans: Clichés are tired , old , and time-worn phrases. Some writers are too lazy to find convincing ways to express themselves . The dull , boring tone style is caused by the writers who insist on such phrases.
Q.7 What is jargon?
Ans: Jargon is a technical or professional term used by an organization or department. Many people outside the organization do not understand jargons. Technical language may become meaningless if used improperly. So , use jargon carefully.
Chapter No 5
Q.1 What is listening ?Ans: listening is an important communication skill . Most of our time is spent in listening . Businesspeople spend nearly 50% of their time on listening . Listening is a vital element of communication cycle. No oral communication is complete without listening.
Q.2 Define '' Receiving '' in the listening process ?
Ans: Receiving refers to our ability to hear and / or see the stimuli. The stimuli are voices and sounds . Receiving is a passive process . Visuals cues can be important for receiving a message.
Q.3 Define '' Focusing '' in the listening process ?
Ans: Focusing limiting our attention to a specific voice or sound . Focusing is an active process. At any time , we can receive many voices . we cannot focus on all of them. So, we focus on that of greatest importance.
Q.4 Define '' Deciphering '' in the listening process?
Ans: Deciphering means assigning of meaning to voices. The mother tries to decipher why her baby is crying , The bird watcher deciphers the bird's call to learn the bird's habits. Deciphering is not always possible.
Q.5 Define '' Accepting '' in the listening process?
Ans: Accepting means interpreting the message as the speaker intended it. We do not have to agree with the message. But we should interpret it accurately. Biases of any type should be discouraged.
Q.6 Define '' Storing '' in the listening process?
Ans: Storing means placing the deciphered and accepted message in our memories for latter recall. To store more and more message we should try to memorize only the key points of each message.
Q.7 What is Difference between Active listening and Passive listening?
Ans: In active listening , we devote our all-out attention to the message. Active Listening includes informative listening and critical listening , In passive listening , we do not focus completely . Passive listening includes social listening , healing listening , and pleasure listening.
Q.8 What is difference between hearing and listening ?
Ans: Hearing is a biological gift. It is a passive process . Hearing does not require attention. In Hearing , just hears are involved . Listening is an acquired skill. It is an active art . Listening requires attention . In listening , the whole body is involved.
Q.9 What do you mean by empathy?
Ans: Empathy means to understand speakers feelings , needs , experience and his point of view .
Chapter No 6
Q.1 what is pronunciation ?Ans: Pronunciation means uttering words . Correct pronunciation is great quality of a speaker. It shows ability and knowledge of the speaker . Pronunciation can be improved by consulting an expert or looking up the word in a dictionary.
Q.2 What is meant by voice pitch?
Ans: Pitch is the highness or lowness of your voice. In speaking , the pitch should be varied . Good speakers take care of it. Basic problems in using pitch are monotone, high or low voice, and the same word value.
Chapter No 7
Q.1 What is oral presentation?Ans: Oral presentation is a spoken statement. It may take the shape of formal speech or lecture. Oral presentation must be clear , informative , and technically appropriate for the audience.
Q.2 What are four kinds of oral presentation or speech?
Ans: Four commonly used ways of oral presentation are as follows: 1. The Reading Delivery 2. The Memorized Delivery 3. The Extemporaneous delivery 4. the Impromptu Delivery .
Q.3 What is extemporaneous delivery?
Ans: This speech is made with the help of outline , note ,cards, or visual aids. It is the best , the easiest , most effective and most popular way of delivery . The Speaker has eye-contact and interaction with the audience . He looks relaxed and confident .
Q.4 What is impromptu delivery?
Ans: Impromptu delivery is an unprepared speech . Sometimes we are called to speak unexpectedly. It is hard to succeed in such speeches. Only those who have spoken many times on the same topic or they fine public speakers would succeed.
Chapter No 8
Q.1 What is skimming?Ans: Skimming mean reading a passage, page, an article, very quickly to find what it is about. Through skimming , we can get the main idea without worrying about the details. We also decide whether the article deserves a careful reading or not.
Q.2 What is scanning?
Ans: Scanning means looking for a specific piece of information in a text. In our daily life we often use scanning to discover a particular word in a dictionary, a particular number in a telephone directory, a particular date in a history book.
Q.3 Define intensive reading?
Ans: Intensive reading requires utmost attention . The readers focuses on each word. the reading is vital part of studies. A student has to reproduce words . Unless a student is absorbed in the material , he will not be able to understand the words .
Q.4 Define extensive reading ?
Ans: In extensive reading , small information is gained from whole reading . It is a type of pleasure reading . There is no serious purpose of this reading . It is carried out just for the sake of reading . It occurs mostly in leisure time.
Chapter No 9
Q.1 What is meant by comprehension?Ans: Comprehension is a twofold process , it requires understanding what is presented and reproducing it as it is understand by you. There is a large demand of this skill in practical life. It can be developed with practice like any other skill.
Q.2 What is précis?
Ans: Precise is a French word . It means summary or gist . A precise may be defined as a summary of the main ideas in a number of words in the original passage.
Chapter No 10
Q.1 What is prewriting?Ans: Prewriting prepares you to write . It is first and most important step in the writing process. If it is planned effectively , your writing will be informative , interesting , and organized . Good writing grows from thoughtful prewriting .
Q.2 What is proofreading?
Ans: After you prepare your final draft , spend some time proofreading it. You should check it again for errors in the grammar , usage , capitalization , punctuation , and spelling. Proofreading is necessary because the information you give should be correct.
Chapter No 11
Q.1 Define business letter?Ans: Written communication between businesspeople is known as business letter. It is a necessary tool of modern business. It is has some essential and optional parts. In the modern world , technology is also being used to convey letters.
Q.2 Give some types business letter?
Ans: Some types of business letter are as follows:
Enquiry letter , order letter , claim letter , adjustment letter , credit letter , collection letter , sales letter , goodwill letter , etc.
Q.3 What is Enquiry letter?
Ans: An enquiry letter is a request sent to the supplier for getting information about goods or services . It may ask us for a catalogue , a price list , a quotation , a sample , an estimate , etc. It is simple , courteous , clear and concise.
Q.4 What is claim letter?
Ans: When a customer is dissatisfied with a product , service , or policy he makes a request for adjustment. This request is called claim letter. Such letter should be written promptly. It must be concise , courteous , and truthful.
Q.5 What is credit letter?
Ans: Credit is an important feature of business . A person may be short of money he needs a thing urgently. So , he makes a request to an organization for the supply of product or service on credit . This request is known as credit letter.
Q.6 What is collection letter?
Ans: A letter asking for payment overdue account is called collection letter. This letter has threefold purpose : 1. To get the money back , 2. To retain the customer , and 3. To maintain goodwill. This letter may have different stages .
Q.7 What is sales letter?
Ans: A letter persuading people to perches a product or service is called a sales letter. This letter should be attractive , complete , and truthful. It impresses the reader in the following stages: 1. Attention 2. Interest 3. Desire 4. Action.
Q.8 What is a sales promotion letter?
Ans: Sales promotion letter are used to sell indirectly . In letter of this type , the writer asks the reader to buy , but does not urge him . The style of such letters is informal. The tone of such letter is highly friendly and courteous.
Q.9 What is a goodwill letter?
Ans: Goodwill letters include congratulation , welcome , greeting , thanks , invitation , sympathy , condolence , etc . These are called indirect sales letters. These letters are written in informal style. These give strength to personal relation to the people .
Q.10 Define block format?
Ans: Each letter part begins at the left margin . The lines are typed single spaced . parts and paragraphs are double spaced . It is quick and simple to type ; so it has become the most popular format today. It conveys a through professional image .
Q.11 Define modified bock format?
Ans: Same as block format except the date , complimentary close , and signature area start near the center of the page. The lines are typed single spaced . Parts and paragraph are double spaced , this format mixes typing speed with traditional placement of some letter parts . It also look more balanced then block format.
Q.12 Define letterhead ?
Ans: Letterhead/heading shows the sending organization's name , full address , telephone number , fax number , e-mail address , etc. It may be all capitalized and centralized . The receiver of the letter known at a glance where the letter was written.
Q.14 Define date line ?
Ans: The date shows when the letter was written . It appears below the letterhead . Always use the full name of the month . Never use a number for the month the most common way of writing date is: September 20 , 2009.
Q.15 Define inside address?
Ans: The Inside address belongs to the receiver . It contains title and address of the receiver . Put before the receiver's name a courtesy title , such as Mr. , Dr. ,or Ms. It is placed below the date at left margin .
Q.16 Define salutation ?
Ans: It is courteous opening of the letter . Some commonly inside addresses are dear sir , my dear sir, dear smith , etc. If the receiver's name is unknown , use title: Dear client . While addressing an organization , use the salutation : Sirs Gentleman.
Q.17 Define complementary close.
Ans: It is courteous leave-taking of the reader . Complementary close should be in accordance with the salutation. It is placed below the body . Some commonly used complementary closes are as follows: Sincerely yours, cordially yours , Truly yours , etc.
Q.18 Define subject line?
Ans: The subject lets the receiver know at a glance what the letter is about . it also indicates where to file the letter for future reference. It is usually typed below salutation . The word '' Subject '' may be included or omitted .
Q.19 Define enclosure notation ?
Ans: When some documents accompany your letter , a note to that effect is put in the letter .Notation appears at the bottom of a letter , e.g.
Encs: Resume Copy of CNIC
Q.20 Define copy notation ?
Ans: Copy notations follow enclosures . They indicate who is receiving carbon copies or photocopies of the letter . The names or titles are put in the order of importance e.g. CC: Chairman board of intermediate and Secondary Education , Lahore BC: D.C.O. Lahore.
Q.21 Define postscript?
Ans: Postscript is an afterthought to the letter . The postscript is usually the last thing on any letter , e.g. P.S. Send your cheque to our new address . Postscripts usually indicate poor planning , so generally avoid them.
Q.22 Define Adjustment letter?
Ans: A letter return in response to a claim letter is called an adjustment letter . Adjustment letter should be courteous and truthful .
Chapter No 12
Q.1 Define job application ?Ans: A written request for getting a job is called job application . It may solicited or unsolicited . a job application is person's personal sales letter . So, it is said that a job application is like a sales letter.
Q.2 What is meant by solicited job application?
Ans: The word '' solicited '' means '' requested '' . A solicited job application is written in response to an advertisement from explores such application has to complete with so many other applications . So , it must be prepared very carefully and effectively.
Q.3 What is meant by unsolicited application ?
Ans: An unsolicited job application is written when no advertisement was given for it. The applicant hears of a vacancy indirectly. Sometimes the applicant sends an application on the chance that there may be a vacancy .
Q.4 What is meant by resume?
Ans: Resume or C.V. is a supplement to a job application. It gives brief and quick information about the applicant. So , employers like it much . It includes personal details , qualification , experience , additional information , interests , and references.
Q.5 Define solicited job application ?
Ans: A solicited application is the one written in response to an advertisement from the employer.
Q.6 What is unsolicited job application ?
Ans: An unsolicited application is one written for job which is advertise by the employer.
Q.7 What does C.V. stand for?
