COMMUNICATION SKILLS

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 10^th 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

Email                           :  markjameswallace@yahoo.com

Nationality                  : British

Date of Birth               : 15^th 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. --------,

1. -----
2. -----
3. -------
4. ------

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.

1. ------
2. ------
3. ------
4. ------

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…………

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