UNIT-I: Means of Communication

Meaning and Definition:

Communication is the process of sharing information, ideas, thoughts, and
feelings between people. It can be through different forms, such as verbal
(spoken or written) or non-verbal (gestures, body language, etc.). The goal
of communication is to ensure that the message is understood by the
recipient in the way it was intended by the sender.

Process of Communication:
The communication process involves several steps:

1. Sender: The person who has an idea or information to convey.

2. Message: The information or idea that the sender wants to

communicate.

3. Medium: The channel or method used to convey the message (e.g.,

face-to-face conversation, email, phone call).

4. Receiver: The person who receives the message.

5. Feedback: The response or reaction from the receiver, indicating

whether the message was understood.
Functions of Communication:

1. Informing: Sharing factual information or updates.

2. Persuading: Convincing others to accept ideas, beliefs, or actions.

3. Entertaining: Providing amusement or enjoyment through stories,

jokes, etc.

4. Building Relationships: Strengthening personal or professional

connections.

5. Problem-solving: Discussing and resolving issues or conflicts.

Objectives of Communication:

 To Inform: Giving important details, data, or updates.

 To Persuade: Convincing others to take action or change their point

of view.

 To Entertain: Providing enjoyment or relaxation through

communication.

 To Build Relationships: Developing and maintaining connections with

others.

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Importance of Communication:

 Communication is the foundation of human interaction.

 It helps in the smooth functioning of organizations, businesses, and

personal relationships.

 In business, communication plays a key role in decision-making,

problem-solving, and establishing a positive work culture.

Essentials of Good Communication:

1. Clarity: The message should be clear and easy to understand.

2. Conciseness: Keep the message brief and to the point.

3. Correctness: Ensure the message is accurate and free of errors.

4. Consideration: Think about the receiver's perspective and feelings.

5. Completeness: Provide all necessary details.

6. Concreteness: Avoid vague terms and make the message specific.

7. Courtesy: Be polite and respectful in your communication.

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Communication Barriers:

 Physical Barriers: Environmental factors like noise, distance, or

technical issues (e.g., poor internet connection during video calls).

 Psychological Barriers: Emotional states like stress, anxiety, or lack of

interest that affect how messages are received or understood.

 Language Barriers: Difficult words, complex language, or unfamiliar

jargon that may confuse the receiver.

 Cultural Barriers: Different cultural backgrounds, customs, and

communication styles that may cause misunderstandings.

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7C’s of Communication:

1. Clarity: Be clear about the message to avoid confusion.

2. Conciseness: Keep the message short and to the point.

3. Concreteness: Use specific facts and figures, rather than generalities.

4. Correctness: Make sure your message is grammatically correct and

accurate.

5. Consideration: Take into account the receiver’s perspective and

adjust the message accordingly.

6. Completeness: Provide all necessary information for the receiver to

understand the message.

7. Courtesy: Be polite, respectful, and considerate.

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 UNIT-II: Types of Communication

Oral Communication:

 Meaning: Oral communication involves using spoken words to

convey a message. It can take place in-person, over the phone, or via
video call.

 Nature and Scope: Oral communication is direct and often allows for
immediate feedback. It is effective for quick exchanges, discussions,
and decision-making.

 Principles of Effective Oral Communication:

1. Be Clear: Use simple and precise language to avoid

misunderstandings.

2. Be Concise: Avoid rambling and stay on topic.

3. Maintain Eye Contact: This shows attentiveness and sincerity.

4. Listen Actively: Pay attention to the speaker, avoid

interrupting, and provide feedback.

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Techniques of Effective Speech:

1. Preparation: Organize your thoughts before speaking.

2. Structure: Present your ideas in a clear, logical order.

3. Engage the Audience: Use humor, stories, or examples to keep the

audience interested.

4. Use Appropriate Tone: Adjust your tone to match the message and
situation.

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Media of Oral Communication:

1. Face-to-Face Conversation: Direct interaction, often the most

effective form of communication.

2. Teleconferences: Meetings conducted over the phone, ideal for team

discussions or remote work.

3. Press Conference: A formal meeting where a company or individual

addresses the media.

4. Video Conferencing: A meeting conducted over video, useful for

long-distance communication.

5. Demonstration: Showing how something works or explaining a

process in detail.

6. Radio Recording: A form of broadcast communication, typically for

mass audiences.

7. Meetings: Formal or informal gatherings to discuss and share

information.

8. Grapevine: Informal, often unofficial communication between

people.

9. Group Discussion: Interactive communication among a group, often

aimed at problem-solving.

10. Mobile Phone Conversation: A widely-used method for quick,

on-the-go communication.

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 11. Oral Reports: Spoken presentations of information or findings,
often in meetings or formal settings.

The Art of Listening:

 Listening is not just hearing words; it involves understanding and

processing the information being communicated.

 Principles of Good Listening:

1. Focus on the Speaker: Give your full attention to the speaker.

2. Avoid Interruptions: Let the speaker finish before you respond.

3. Provide Feedback: Nodding, asking questions, and summarizing

show that you are listening.

4. Maintain Eye Contact: This shows engagement and respect.

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 UNIT-III: Written Communication

Purpose of Writing:
Writing serves many purposes, such as informing, persuading, clarifying,
and recording information. Effective writing is essential in business,
education, and personal communication.

Clarity in Writing:
Clear writing ensures that the reader understands the message easily.
Avoid ambiguous language or complex sentence structures.

Principles of Effective Writing:

1. Be Clear: Ensure your message is direct and easy to understand.

2. Be Concise: Eliminate unnecessary words or details.

3. Use Simple Language: Write in a straightforward and simple style to

avoid confusion.

4. Use Active Voice: Active voice is more direct and clearer than passive
voice.

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Writing an E-mail & SMS:

 E-mail:

1. Subject Line: Make it relevant and specific.

2. Salutation: Use an appropriate greeting (Dear [Name]).

3. Body: Keep it professional and to the point.

4. Closing: End with a polite sign-off (e.g., Best regards).

5. Proofread: Always check for errors before sending.

 SMS:

1. Short and to the Point: Due to character limits, be brief.

2. Clear Message: Ensure the recipient understands the purpose

immediately.

3. Avoid Slang: Keep it formal or semi-formal, depending on the

recipient.

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 UNIT-IV: Business Letters & Reports

Need and Functions of Business Letters:

Business letters serve as formal documentation for communication in a
professional context. They are used for requests, orders, complaints, job
applications, etc.

 Functions:

1. Requesting Information or Services

2. Providing Information

3. Making Proposals or Offers

4. Establishing Contracts or Agreements

Planning & Layout of Business Letters:

A business letter should be planned well to convey the message
effectively. It includes:

1. Heading: Sender’s address and date.

2. Salutation: A greeting (e.g., Dear [Name]).

3. Body: The main message.

4. Closing: A polite sign-off (e.g., Sincerely).

5. Signature: The sender’s signature.

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Kinds of Business Letters:

1. Inquiry Letters: Request for information.

2. Order Letters: Placing orders for products or services.

3. Complaint Letters: Express dissatisfaction or request for action.

4. Sales Letters: Advertising products or services to potential

customers.

5. Thank You Letters: Express gratitude for a favor, gift, or service.

6. Apology Letters: An apology for an error or misunderstanding.

7. Confirmation Letters: Confirm an agreement or action taken.

Essentials of Effective Correspondence:

1. Clarity: The purpose of the letter must be clear.

2. Correctness: Ensure grammar, spelling, and facts are accurate.

3. Politeness: Use polite and formal language.

4. Professional Tone: Maintain a respectful and professional tone

throughout.

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Purpose, Kind, and Objective of Reports:
Reports are formal documents that present information or findings on a
specific topic.

 Purpose: To inform, analyze, or recommend actions.

 Kinds:

1. Research Reports

2. Progress Reports

3. Technical Reports

4. Annual Reports

 Objectives: Reports aim to share data, analyze information, and

suggest possible actions.

Writing Reports:

1. Introduction: Briefly introduce the topic and the purpose of the

report.

2. Methodology: Explain the methods used to gather data.

3. Findings/Results: Present the data or information you have

gathered.

4. Conclusion and Recommendations: Summarize the findings and

suggest actions or solutions.

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 UNIT-V: Drafting of Business Letters

Enquiries and Replies:

 Enquiry Letters: Written to ask for details about products, services,

or terms of business.

 Reply Letters: Respond to enquiry letters by providing the requested

information or offering a solution.

Placing and Fulfilling Orders:

 Order Letters: Used to request goods or services from a supplier.

 Order Confirmation: Letters confirming that an order has been

received and will be fulfilled.

Complaints and Follow-up:

 Complaint Letters: Express dissatisfaction about products or services

and seek resolution.

 Follow-up Letters: Used to check on the status of a previous

complaint or request.

Sales Letters:

 Sales Letters: Promotional letters written to persuade the recipient

to purchase a product or service. They highlight benefits and offer
incentives.

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Circular Letters:

 Circular Letters: Used to send the same message to multiple

recipients. They are typically for announcements or important
updates.

Application for Employment and Resume:

 Application Letter: Written to apply for a job, outlining qualifications

and experience.

 Resume: A document summarizing a person’s education, work

experience, and skills, used to apply for jobs.

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