COMMUNICATION SKILLS FOR B.A. / B. Sc. / B. Com
COMMUNICATING OVER A TELEPHONE (TELEPHONE CONVERSATION)
This
is one form of dyadic conversation is interaction between two persons on the
telephone. In this of conversation the advantage of using body language and eye
contact is lost. But is the commonest and fastest ways of contacting persons.
It is simple, handy and in the long run economical. Therefore it has been
termed as ‘priceless means of communication.
While
talking on a telephone one should follow some guidelines as follows:
Ø
Cultivate a cheerful and friendly tone.
Ø
Modulate your voice.
Ø
Never sound hurried, flustered or impatient.
Ø
Enunciate your words clearly.
Ø
Do not use slang.
Ø
Speak distinctly, If misunderstood, spell it
out.
Ø
Listen attentively to the caller. If the message
is long, keep reassuring that you are listening by saying Yes, OK or Yea.
Ø
Be courteous in all circumstances.
Ø
Don’t engage your telephone longer than
necessary.
Receiving Calls:
While
receiving calls one must have to follow certain tips as below:
Ø
Lift the receiver promptly
Ø
Reveal your identity. For example Ram Gopal,
Chief Accountant
Ø
Hold the mouthpiece properly
Ø
If you do not who the caller is, obtain his name
and designation.
Ø
Keep yourself cool even if the caller is
annoyed.
Ø
Give the required information accurately. If it
is not readily available promise to ring back and of course, keep your promise
Ø
If a wrong number call comes to you do not abuse
the caller or slam down the receiver.
Ø
Keep a jot pad and a pencil handy to note
messages, if any.
Ø
Keep your telephone on your left hand side so
that the right hand is free to write.
Ø
Take the message fully and correctly; a
suggested form is given below.
CONVERSING IN FACE-TO-FACE INFORMAL SITUATION
(FACE-TO-FACE CONVERSATION)
Conversation
is the most common form of dyadic communication. It links people together, be
it in social or professional life. Conversation may be defined as oral and
usually informal or friendly exchange of views, ideas, etc. In a conversation
the participant has to play the role of a speaker or a listener interchangeably.
Very often we form an impression about an individual from the way he talks and
the topic(s) on which he converses.
Most
of us find it easy to converse with our friends, relatives and colleagues whom
we like and trust. That is why conversation rarely finds a place in a programme
of formal instruction. Since every professional is required to participate in
this form of dyadic communication let us briefly look at some of the important
points to be borne in mind. However, the rule that ‘the best practice for
conversation is conversation itself’ still holds true.
It
is useful first to analyse your own conversation habits and then try to change
them for greater effectiveness. Ask yourself questions such as the following
for self-analyse:
Ø
Do I find it difficult to start a conversation?
Ø
Am I unable to pick a topic?
Ø
Am I unable to keep the conversation flowing
smoothly?
Ø
Do I always disagree with what others say all
the time?
Ø
Do I frequently talk about myself, my family and
my interests?
Ø
Have I a tendency to dominate in every
conversational situation?
Ø
Do I give the other participants no chance to
speak?
Ø
Have I any mannerisms likely to annoy people?
Ø
Do I disrespect other people’s time and
interests?
Ø
Am I self-conscious about the language I use ---
grammar, pronunciation, articulation, etc.?
The
answers that you get would prove useful both for formal and informal
conversation.
Now,
we give below a few helpful hints.
Ø
The conversation should be interesting to the
participant and may begin with a topic in which both of you have some common
interests. As it flows into new channels adjust yourself to the comments and
new points of view. Occasionally there would be spells of silence. These need
not bother you because often during these spells new thoughts are generated.
Ø
Be alert to the attitudes that others may have
and don’t be surprised when you realise that the attitudes are likely to
change.
Ø
Occasionally, call the person by name and look
at him while speaking. If you speak the name aloud you would be generating a
more friendly feeling. To cap it all, take care of your language and oral
demeanours.
Ø
Be always courteous and cheerful. Feel
interested in what is being said.
Ø
Being dogmatic and argumentative may spoil your
conversation, but it is useful to have a point of view.
Ø
Avoid pet and superfluous words and phrases.
Often we develop a fancy for a particular expression. As analysis of your own
speech may reveal that you have a fad for certain words or phrases (e.g. ‘time
frame’. ‘allergic’, etc,). Avoid using them frequently in conversation.
Similarly, expressions that smack of affection and exaggeration should be
shunned. The smooth flow of conversation is likely to be hampered if you
deliberately use foreign words or use high-flown vocabulary to impress the
listener. An overuse of words such as ‘very lovely’, ‘wonderful’, and
‘excellent’ may also mar the pleasant informal atmosphere in which conversation
ought to take place.
ONE-TO-ONE WRITTEN
COMMUNICATION:
In the modern world there
are people working various places across the Globe round the clock. All these
people tend to communicate with each other through writing letters, sending
telegrams, faxes, and faster communication like e-mails. All these forms of
communication are only in the written text. The written communication takes
place not only among members of the family and friends circles but also in the
governance of the public administration.
The circulars, memos, Court summons, reports, and even news publication
is also come under the written communication. Written communication is
preferred in many occasions because that it can be preserved as a document for
the future reference. Since it is always in black and white there is no scope
for suspicion or mistrust. It can be easily referred to even several years if
it is properly maintained. That is why one has to have the skills of
communication both oral and written.
COVERING LETTERS FOR JOB APPLICATIONS
Model Covering Letter
October 14, 2007
To
The Advertiser,
Post Box No: 1056,
The Times of India,
HEDERABAD – 500 003
Dear Sir,
Sub: Application for the
post of a public relations Officer – regarding.
Ref: advertisement in
Times of India (Hyd. Edition) Dated October 10th 2007
* * * *
In response to your
advertisement in Times of India dated 10.10.2007, I feel my qualifications and
experience will suit your requirements. I understand that you require an active
person with graduation in maintaining good public relations. I worked in
Chennai in a multinational company for six years as public relations officer
and authorities have appreciated my work.
I shall be happy if you
consider my qualifications and experience and call for an interview.
Yours truly,
(Mr. XYZ….)
RESUME WRITING (CURRICULUM
VITAE / BIO DATA)
Model Resume in American style:
JENNIFER ROBERTS
7/722,
Forest Drive, Email: Jennifer@yahoo.com
Palo
Alto, Telephone: (08391) 226 392
Hyderabad
– 583 134 Mobile: (09448944609)
Objective: to obtain a position as a Reader in English in the University
of Chennai
Education:
1983
– 1985 Bachelors Degree in English
1985
– 1987 Masters degree in English
1987
– 1989 Master of Philosophy on Modern
Drama
Experience:
1984 –2000 Worked as a freelance coordinator in Voluntary Organisation
served the rural poor with great contentment.
1991- 2007 Worked
as a Lecturer in English and taught thousands pupils. Most of them have joined
in better positions in the Government and private corporate sector.
2005 -2007 Started free coaching centre for giving training in Spoken
English to rural Youth. Many of them benefited through these coaching
classes.
Languages: Fluent in English, Telugu and Kannada
Personal:
Interests including enacting in
dramas, playing chess, reading books
Reference: Mark
James, Phone:
08391- 226 954
Lecturer in Philosophy,
King’s College,
Hyderabad – 583 134
CV – British Style (Curriculum
vitae)
Name
: MARK JAMES
WALLACE
Address : 723 Rocks Lane,
Bristol BSB 9DF,
Glasgow – 583 134.
Telephone
: 08391 - 226 392
Mobile
: (0) 9343013418 /
(0)9448944609
Nationality : British
Date
of Birth : 15th
of June 1960
Profile :
A highly motivated teaching experience in a degree college,
free Coaching
for the hundred of students in Spoken English,
Translations and curriculum
design.
Education
1983
– 1985 Bachelors Degree in English
1985
– 1987 Masters degree in English
1987
– 1989 Master of Philosophy on Modern
Drama
Employment
1984 –2000 Worked as a freelance coordinator in Voluntary Organisation
served the rural poor with great contentment.
1991- 2007 Worked
as a Lecturer in English and taught thousands pupils. Most of them have joined
in better positions in the Government and private corporate sector.
2005 -2007 Started free coaching centre for giving training in Spoken
English to rural Youth. Many of them benefited through these coaching
classes.
Skills:
Fluent in English, Telugu
and Kannada, Computer applications, programming
specialisation.
Interests:
Interested including enacting in dramas, playing chess,
Reading books
* References will be available on request.
FACING AN INTERVIEW
An interview is
essentially a conversation, though with several special features it has a
specific purpose. It follows a fairly structured pattern – time, place, length,
participants and subject matter are established well in advance. One-group or
participant controls the proceedings and contributes mainly questions — the
other contributes mainly answers.
The word interview is
derived from French ‘intervue’ meaning view something into. The pattern ‘vue’
means view. It may be defined as purposeful inter-personal communication
between two individuals or between panel interviewers and a candidate. One of
the main purposes of an interview is to elicit information, which is not
available in the written records and other sources.
Now a day an interview has
much significance, in getting employment. The multinational companies have set
rule to conduct a written test, oral interview and telephonic interview. All
these procedures help us to know and assess the personality of the candidate,
his communication skills and his knowledge over a subject and in general
matters. Besides this, the candidate’s appearance and manners are very
important in creating overall impression. It includes candidate’s neat dress
code, shoes, and hair; in a nutshell he/she should appear neat, clean and
comfortable. The candidate should try to be polite but confident throughout the
interview. When you get into the interview hall greet the interviewers, and say
‘thanks’ when you are offered a seat.
Normally, many of us become
nervous, don’t know what we do with our hands, sometimes we put them together,
play with a shirt button or with our tie. We even sometimes tend to sweat and
shiver.
Always try to avoid such
nervousness. Take a few deep breathes to over come your fear if possible have a
glass of cold water and remain calm. Tell yourself to do well and confidant. Be
comfortable and relaxed; under any circumstances don’t loose your temper.
In an interview people
involve and their personalities—so it is always a situation where something
unexpected or unpredictable may happen. You will have to rely on your own
presence of mind and common sense to deal with such a situation. One should be
prepared to be positive and confident.
Guidelines for an effective interview:
Ø Since the interview is the most complex phenomenon of
the selection techniques and is dependent on several factors, some essential
guidelines are given below:
Ø Interview is an art like any other art. It requires
experience and training. It is learnt by practice rather than by reading a
book.
Ø The interviewer should not begin interview without the
study of relevant data of the candidate’s application.
Ø An interviewer should know what traits are more
accurately assessed during interviews namely intelligence, ability to present
ideas and be positive and responsive.
Ø Interviewer should cover the factual information,
which should force the main objective of the interview. Such coverage has a
greater value.
Ø The candidate should be encouraged to express his
views without any hesitation.
Ø A good interviewer should avoid too much talking.
Instead he must allow the interviewee to speak more.
Ø An interviewer should refrain from passing any
judgment before obtaining all the relevant facts.
Ø The interviewer should be aware of the fact that the
interviewee is also evaluating him.
Some common questions of interviews:
Although you cannot
predict the interviewer’s precise questions, you can at least draw up a list of
likely questions.
Ø Why did you apply for this job?
Ø What makes you want to work for this
company/organisation?
Ø What do you think has been your greatest achievement
in your career so far?
Ø Give me an assessment of your strengths and weaknesses
--- as a person and in the work you have done.
Ø What did you like best/least about your last job?
Ø How do you envisage your future? Where would you like
to be in ten years’ time?
Ø How do you spend your leisure hours?
Ø Would you have any problems relocating if you offered
this job?
Ø What was your last boss like?
Ø Describe your ideal boss?
Ø Why do you think you would be good at this particular
job?
Do’s when answering questions:
Ø Do keep your sentences short and to the point. Once
you have completed you answer, indicate to the interviewer that you have
finished what you wanted to say. One way to do is to drop the pitch of your
voice on the last syllable of your final sentence.
Ø Do ask the interviewer to repeat a question if you did
not fully understand it. Or try paraphrasing it, and ask the interviewer if you
understood the question correctly.
Ø Do end your answer with positive points whenever you
can. For instance, if you offer some criticisms of the company that last
employed you, try to end your comments with a couple positive remarks about the
company. You want to show that you are not biased, that you are able to make an
even-handed assessment of your employer’s pros and cons.
Ø Do avoid unnecessary personal disclosures. Certainly
there are some matters that you are legally or normally bound to reveal –
medical problems, for example, or personal problems that might affect your
work. But other private matters may be best kept to yourself, particularly if
they have no bearing on the job.
Ø Do be wary of using jargon to impress the interviewer.
Technical or specialised language is fine if you are absolutely sure of its
use. But if you misuse it, you will look foolish. When in doubt use plain
English.
Don’ts when answering questions:
Ø
Don’t launch into
an answer without taking time to assemble your thoughts. The interviewer will
wait for you, and will be impressed if you think things through in silence and
then provide a well-constructed answer.
Ø
Don’t think that
you have to keep talking until you are interrupted. Decide for yourself when
you have answered the question, and stop. If the interviewer keeps
interrupting, you are not answering concisely enough.
Ø
Don’t play for
time. Don’t make comments such as, “That’s an interesting question!”, while
nodding your head sagely – a head that is all too obviously empty of ideas. If
you would prefer to return to difficult question later, ask the interviewer if
that would be possible. If it is not, and you cannot answer the question, say
so.
Ø
Don’t talk in the
abstract. This may give the impression that you cannot or will not commit
yourself to a firm opinion. Don’t use words such as ‘one’ or ‘people’. Be
personal, and use specific examples: In my experience …..’, ‘when I was at……’,
‘I think that …..’, and so on.
Ø
Don’t undersell
yourself by being apologetic. For example, don’t say, ‘I’ve had only five
months’ experience in this kind of work. ‘You are inviting the interviewer to
see as under qualified. If you are not sure of your ground, say so. But avoid
long, apologetic introductions such as, ‘of course it’s just my opinion, and I
may be wrong, but I think perhaps….’
Ø
Don’t dwell
unnecessarily on failures or bad luck if you are forced to confront something
unpleasant in the past, point out the positive side of what at first glance
seems negative.
Ø
Don’t exaggerate
your current salary in the hope that this inflated figure will be matched or
bettered by your prospective employer. An experienced interviewer will probably
be able to estimate your income fairly accurately, and will know when you are
misleading him.
Farewell and follow-up:
What should you do at the end of the interviewer?
Smile, shake hands firmly, thank the interviewer for the time he/she has given
you, and take your leave. It is sometimes appropriate to write a follow-up
letter to thank the interviewer again. You can remind the company of your
interest in the job, and bring them up to date with any new development.
GROUP
DISCUSSION:
The concept of group is as
old as civilisation itself. Even in early days the importance of group was
recognised and it is very essential for human living.
The term group discussion
is used to refer to s situation in which a small number of persons meet face to
face and, through free and oral interaction among themselves exchange
information or attempt to reach a decision on given problems.
Researchers indicate that
if fruitful discussion can be evolved when the number of participants in a
group discussion is kept at least from five to nine. If the number is less than
five, the discussion suffers from a lack of diversity of opinion, knowledge and
skill.
In fact there is no named
leader in the group. As the discussion proceeds one of the group members may
emerge as a leader. The expectation is that each member of the group would
ensure smooth flow of interaction and ultimately arrive at an agreed solution
to achieve the specific purpose for which the discussion is organised. Each
participant should give a fair chance to others to speak and to express their
opinion and ensure to bring to light different aspects of the topic under discussion.
In such discussion there is no place for emotional outburst of a thought.
One advantage of this type
of discussion is that there is a self-imposed discipline on the discussion and
greater responsibility on the participant for making it useful. Since the group
is small and moderate, there is no difficult involving every member in the
debate. If a member tries to dominate the discussion for long time, it is the
duty of the other members to interrupt him politely so that others can also
contribute.
When the group discussion
is organised some persons may be invited as the observers. It has two purposes.
1. It lets the others learn the process
of group discussion.
2. It helps to evaluate contributions
made by participant members.
Purpose of group discussion:
In addition to test or
interview Group Discussion method is used for an employment. The representative
of the prospective employer observes the group discussion and its performance.
He judges all members,
personality traits such as intellectual ability, creativity, their approach to
the problem, qualities of leadership and group behaviour, and their clarity of
thought and expression.
Group discussion helps to
develop personality traits. It trains the students to function in the
professional world more efficiently. By interaction with other in-group
discussion several good qualities can be inculcated. However the person is
competent and professional, the modern society expects collective, mutually
agreed harmonious decision for nurturing and developing the capability of an
organisation.
How to Organize a Group Discussion?
There are two ways of
organising a group discussion.
1. The topic is announced before hand and participants
are expected to do homework before they come for discussion.
2. The topic is announced after they assemble for group
discussion and five to ten minutes is given to them to think over the subject.
In both cases minimum rules are followed.
Room for discussion should
have a proper ventilation and sufficient light. The chairs should be arranged
in a circle so that all the participants can see expressions of members. While
speaking in a group discussion, the speaker should be clear and effective in
his presentation and attentive when other member of the group speaks. So that,
healthy atmosphere is maintained in the discussion.
DEBATE AND PUBLIC SPEAKING
‘Rhetoric
is the art of ruling the minds of people’ – Plato
The
most difficult kind of oral communication for many people is a formal speech.
Most of the people do not feel comfortable while speaking in front of others.
It may be speaking before a small group or conference, seminar, inauguration
etc. Its purpose is to inform audience. Speaking is a skill and an art. It can
be cultivated and developed by learning good speaking techniques with a regular
practice.
The
first step in formal speech making is to determine the topic of your
presentation. In some cases topic is given and you are asked to speak on it. In
some cases the topic is not assigned. In
such cases you should have full background and knowledge of the topic. The
second one will be the interest of your audience. Yet again there are occasions
of speech making like monthly meetings, annual meetings or of any historic
event, at that time whatever the topic you select it should fit to the
occasion.
Preparation for the Presentation:
After
you have decided what to speak about, you should gather information you need
for your speech, and collect information from different sources. You should
schedule your speech according to the time given. The order of your speech is: an introduction, body of the speech and
conclusion. Usually the speech begins with greeting the audience and the
dignitaries present on the dais.
Preparation:
Preparation
is essential – to choose and organise appropriate material of your study and
rehearse adequately to build up your confidence. Give yourself plenty of time –
ideally a few weeks of time – to prepare your speech.
Presentation:
Effective
speakers pay as much attention as to style and to content – how they speak and
look and to what they will speak in the public. A speaker may make the mistake
of spending a great deal of time working on the content of their speech,
without ever rehearsing it aloud and considering the use of body language and
voice.
It
is to their skill as orators that many great leaders owe their fame. The great
speeches of Elizabeth I, Winston Churchill, and John F. Kennedy are as
memorable as their achievements. Success in public speech depends on both
careful preparation and careful presentation of his speech.
Know what is expected:
Ask
the organisers about the audience. You cannot possibly decide what to say until
you know who you will be talking to….
Ø
The age, gender, and occupations of the
audience.
Ø
Young audience demands a different approach from
an elderly one.
Ø
Predominantly female audience may have different
expectations from a mixed or all – male audience.
Introduction:
The
introduction of the speech must arouse interest in audience and arrest the
attention of the audience towards your speech. You can begin the speech by
quoting a story or creating humorous atmosphere. You can also use quotations to
draw the attention of the audience. Even you may ask questions to the audience.
You can also start your speech with a statement in addition to arousing
interest. Your opening remarks should reveal the theme of your speech.
Body:
Organizing
the body of your speech is much like organising the body of the report. Your
subject matter should be divided into different parts. The presentation should
build around issues, the issues must be easily, and for each point different
paragraph may be made and be presented accordingly. While presenting the topic
there must be logic and there must also be link between each point and idea and
the speech should cover all the issues you want to present. The idea to be
presented may be linked logically.
Conclusion:
Your
speech must end with a good conclusion, including the elements like restatement
of the subject, summary of the key points, which are developed while
presenting, and finally bring the speech to the climatic conclusions. Make the
conclusion in an effective manner by using sound language; use appropriate
quotations if possible. Your conclusion must be crystal clear and
understandable and it should be in an effective manner.
COMPERING AN EVENT (PROGRAMME PRESENTATION OR ANCHORING)
Good
evening/morning to everyone
I
take immense pleasure to invite you all for this valedictory function of Final
Year B.Com. Students
First
of all I invite Miss/Mr. --------------- to welcome the president and all other
guests to preside over the function.
Thank
you! Miss/Mr -------------- for
inviting our entire distinguished guests besides our honourable president of the
function with his/her beautiful presentation of welcome speech.
Thank
you Miss/Mr --------- for presenting welcome for all our guests
I am
very much pleased to invite my friends Miss --------- and her chorus to recite
invocation (prayer song)
My
heart felt Thanks to Miss.---------- and her friends who sang a beautiful
invocation to this function.
Now
I request my beloved president and the guests to join in lighting up the lamp
as a token of inauguration of this function.
Thank
you Sirs! I thank all the distinguished guests who have participated in
lighting up the Lamp. The Lamp that spreads the light of wisdom and dispels the
darkness of ignorance
Next
I request some of our friends to share their opinions and experiences during
their stay in our college.
First
of all, I request Mrs. ------- of I year B.com to come over the dais to share
her feelings with us
Thank
you Mrs.----------, for your lively
comments on various issues
Next,
I request Mr.--------- of I year B.com. to share his opinion with us
Thank
you Mr. --------,
- -----
- -----
- -------
- ------
I
take pleasure to invite our respected lecturers to share their feelings with
the behaviour and attitude of their beloved students and a piece of invaluable
advice for our out going students to face their battle of life.
First,
I request Mr. -------- to address the students and give us valuable
suggestions.
- ------
- ------
- ------
- ------
Finally,
I request our honourable president of the function and the principal of our
college to address the gathering and give his invaluable suggestions to us.
Lastly,
I request Mr. --------- to present vote of thanks to all our distinguished
guests
Cultural
program follows…………