Assignment Code: BLI-225/AST-1/TMA/ 2021-22

Course Code: BLI-225

Assignment Name: Communication Skills

Year: 2021-2022

Verification Status: Verified by Professor

Marks = 70

Note: Answer all questions.

Q1) Read the passage carefully and answer the questions given below. (2 x 10= 20 Marks)

Language, as we have seen, seems to be a highly developed form of animal signalling. But there is a missing link in the chain. How, and when, did we start to talk? This is a problem of interest mainly to ethologists (students of animal behavior), and one which has not yet been solved. Most linguists regard this fascinating topic as being outside the realm of linguistics proper. They are more interested in studying actual language than in speculating about its origins. But although how language began is a puzzle, why language began seems rather clearer. Possibly it began because humans needed a greater degree of cooperation with each other in order to survive, and this cooperation required efficient communication.

Consequently the primary function of language is to impart factual information and to convey essential commands. But language can also be used to communicate feelings and emotions. This aspect of language is not as well developed as ‘information talking’, because humans, like other primates, can convey emotions by screams, grunts, sobs, gestures and so on. So they need language only to confirm and elaborate these more primitive signals.

In addition, there is the language of social chitchat, the meaningless small talk of everyday life. “Hallo, how nice to see you. How are you? Isn’t the weather terrible?” This social pattern has been called phatic communion and is primarily a device to maintain social contact on a friendly level. Some ethnologists call it ‘grooming talking’ and suggest that it is substitute for the friendly grooming indulged in by the monkeys. There are other biologically less important functions of language. Humans may use language for purely aesthetic reasons. In writing poetry, for example, people manipulate words in the same way as they might model clay or paint a picture. Or they may talk in order to release nervous tension, a function seen when people mutter to themselves in anger and frustration.

Q1.a). Say whether the following statements are true or false according to the passage. Correct the false statements. (10)

i) Language is a highly sophisticated form of human sign communication.

Ans) True.

ii) Ethnologists are interested in the study of animal behavior.

Ans) False. Ethnologists are interested in the study of human language.

iii) How language began is obscure.

Ans) True.

iv) The main function of language is to convey emotions and feelings.

Ans) False. The main function of language is to impart factual information and to convey essential commands.

v) Phatic communication is similar to ‘groom talking’ of monkeys.

Ans) True.

Q1.b) Answer the following questions: (10)

i) List four reasons why human need to ‘talk’?

Ans) The four reasons why human needs to talk are as follows:

1. It started because humans needed to cooperate more with one another in order to thrive, and this cooperation necessitated effective communication.

2. The basic purpose of language is to communicate factual information and important orders.

3. Feelings and emotions can also be expressed through language.

4. Screams, grunts, cries, gestures, and other forms of language can all be used to express emotions.

ii) Besides ‘talk’ how else do humans convey emotions?

Ans) Besides talk, human can convey emotions through language by screams, grunts, sobs, gestures and so on.

iii) What is phatic communication? Give your own example of phatic communication.

Ans) The social chitchat language, the pointless small talk of ordinary life. "Hello, it's great to see you again. How are you doing? Isn't this weather awful?" This social patter is known as phatic communication, and it is largely used to maintain cordial social contact. Some ethnologists refer to it as 'grooming talking,' implying that it is a substitute for the monkeys' pleasant grooming.

iv) What is the primary function of writing?

Ans) The basic purpose of writing is to transmit accurate information and important commands. People manipulate words in poetry, for example, in the same way they could sculpt clay or paint a picture. They may also talk to relieve nervous tension, a function found in those who mutter to themselves in annoyance and fury.

v) Give an appropriate title to the passage.

Ans) The Beginning of Language.

Q2) Explain the different types of communication. (10)

Ans) On the basis of the communication channels, types of communications are:

Verbal

This involves the use of language and words for the purpose of passing on the intended message. In general terms, Verbal Communication means communication in the form of spoken words only. But, in the context of types of communication, verbal communication can be in the spoken or the written form. Thus, the verbal form may be oral or written as discussed below.

Written Communication:

This kind of communication involves any kind of exchange of information in the written form. For example, e-mails, texts, letters, reports, SMS, posts on social media platforms, documents, handbooks, posters, flyers, etc.

Oral Communication:

This is the communication which employs the spoken word, either direct or indirect as a communication channel. This verbal communication could be made on a channel that passes information in only one form i.e. sound.

You could converse either face to face, or over the phone, or via voice notes or chat rooms, etc. It all comes under the oral communication. This form of communication is an effective form.

Non-Verbal Communication

In this type of communication, messages are relayed without the transmission of words. The messages here are wordless messages. This form of communication mainly aides verbal communication. It supplements it with gestures, body language, symbols, and expressions.

Through these, one may communicate one’s mood, or opinion or even show a reaction to the messages that are relaying. One’s non-verbal actions often set the tone for the dialogue. You can control and guide the communication if you control and guide the non-verbal communication. Some of the modes of non-verbal communication are:

Physical Non-verbal Communication:

This is the sum total of the physically observable. For instance, hand gestures, body language, facial expressions, the tone of one’s voice, posture, stance, touch, gaze, and others. Several researchers have revealed that physical nonverbal communication constitutes about 55% of our daily communications.

These are subtle signals that are picked up as part of our biological wiring. For example, if you rest your head on your palms, it will mean that you are very disappointed or angry. Similarly, other subtle hints will convey your reaction to the presenter or your audience’s reaction to you.

Paralanguage:

This is the art of reading between the lines. The main kind of such communication is done with the tone of one’s voice. This kind of communication amounts to almost 38% of all the communication that we do every day. Along with the tone of voice, the style of speaking, voice quality, stress, emotions, or intonation serves the purpose of communication. And these aspects are not verbal.

Aesthetic Communication:

Art is an important means of communication. Through the paintings or other forms of art, an artist can covey the strongest messages. Several times in the history of the world, art has been used as an effective form of nonverbal communication.

Appearance:

The first impression sets the tone. People will react to your appearance, and this is a fact of life. Your clothes, the colour of the fabrics, etc. all determine the reaction of your audience.

Visual Communication:

This is communication through visual aids like drawings, placards, presentations, and illustrations, etc.

Formal and Informal Communication

Apart from the above types, we have formal & informal types of communication. Formal communication is of following types:

1. Vertical: The information or data flows up and down the organizational structure.

2. Horizontal: This is the communication between two similar levels of the organization.

3. Diagonal: This is the communication across the cross-functional levels of employees from various departments of the organization.

The other form is the informal or casual communication which is the general communication between random people of the organizations.

Example

Q: Of the two forms of communication, i.e. verbal and nonverbal, which constitutes for the larger flow of information?

Answer: One might think that verbal communication is the dominant form of communication. But as per researchers, 55% of the communication is nonverbal. So, the nonverbal form of communication contributes more to the flow of information.

Q3) Describe the different barriers to listening. (10)

Ans) A barrier to listening is anything that is physically or philologically hindering you from recognizing, understanding, and accurately interpreting the message that you are receiving. We’ll discuss five different barriers to effective listening: Information overload, personal concerns, or issues, outside distractions, prejudice, and rate of speech and thought. When you have a better understanding of the potential barriers to effective listening you can pinpoint where your weaknesses are and work on building them up to make you a better listener.

Information Overload

Seventy percent of our waking time is spent in some sort of communication situation. Of that seventy percent, forty-five percent of that time is spent listening. With all we have to listen to, there are going to be times where we experience information overload . Information overload is when you have so much information coming at you; it’s easy to become overwhelmed. In a public speaking class you can experience this when listening to your fellow classmates give speeches– especially if you’re hearing 20 speeches one after the other. You become overwhelmed and you’ll probably find yourself tuning out at some point. Or what if a speaker condenses so many statistics into the presentation that you cannot keep track of all the numbers? That’s information overload.

Personal Concerns

Let’s face it, you have a lot going on in your life. You attend school, you probably work, you might be raising a family, and you have your own personal issues to work through every day. Sometimes when we are absorbed in our own thoughts and concerns, we can’t focus on what someone else is saying. Your role as an audience member is to listen to what the speaker is saying. If you find yourself focusing on your own upcoming speech rather than listening to your classmates, you’re allowing your personal concerns to distract you. Or perhaps you are worried about something happening at work or home. When you allow those worries to take your focus, you will often find that you become a less effective listener.

Outside Distraction

Classroom doors slamming, cell phones ringing, students having conversations outside in the hall are all examples of outside distractions. It is your job to check out the speaking situations before you present. That way you expect some of the above mentioned outside distractions. If you have a good idea of what to expect, you can adjust your volume, pace, pitch, and tone of your speech. If you are an audience member you can move to another seat, close the door, and do whatever is necessary to minimize the distractions.

Prejudice

Sometimes you might have a hard time listening because you do not agree with the speaker. We, as humans, have a tendency to be closed- minded at times. If you have an emotional reaction to a speaker or you disagree with his/her ideas on a personal level, you might allow personal prejudices to distract you. Keep an open mind. While you may not agree with the speaker, his or her message may be valid. You’ll never know unless you hear them out.

Rate of Speech and Thought

Most people speak at a rate of 125 words per minute. As a listener you are able to filter 700 words a minute. If we can process so many more words than we actually hear, a mental lag can occur. Eventually you’ll stop listening or you’ll find yourself drifting in and out. It might be to your benefit to mentally summarize the speaker’s ideas from time to time to keep yourself engaged.

Q4) Prepare a presentation with at least 10 slides on any one of the following topics. (10)

1. Telephonic skills

2. Social skills

3. Preparing your profile

4. Social Skills

Introduction

Social skills are an important component in both a personal and a professional capacity. Having strong social skills can help you excel in your career, perform well when interviewing, help you achieve career goals and expand your professional network. There are many specific skills that fall in the social skills category. In this article, we explore what social skills are, why they're important and examples of some of the most important interpersonal skills you should possess as a professional.

What are Social Skills?

Social skills are skills that promote effective communication with others. There are various social skills as well as several different ways in which we communicate on a daily basis. Social skills include written, verbal, nonverbal and visual communication used to relay a message to others. Common ways in which you exercise your social skills are:

1. The language you use

2. The tone, pitch, and volume of your voice

3. Physical gestures you make

4. Your facial expressions

5. Your body language

6. Eye contact with others when communicating

Working as a team with other employees, keeping your emotions in check in stressful situations and communicating with clients and team members are some of the situations where social skills need to be applied when working in a professional environment.

Why are Social Skills Important for Professionals?

Social skills, also referred to as soft skills or interpersonal skills, are important because they enable you to foster and maintain meaningful relationships with employers, colleagues, and network contacts. No matter which industry you work in or the experience level you have, social skills are beneficial to and can elevate your professional career. A few of the many ways that good social skills can benefit your career include that they:

1. Allow you to effectively work as a team on projects

2. Let you share your own perspective in an effective manner

3. Help you expand your professional network and stay updated on new opportunities

4. Make the workplace more enjoyable

5. Let you gain valuable feedback and referrals from those who can attest to your abilities

6. Enable you to successfully communicate with employers, coworkers, and clients

A good example of why social skills are important can be seen in the interview process for a new job. During the hiring process, recruiters, and human resource personnel concentrate on understanding you as a person based on how you conduct yourself in the interview. They read your cover letter and resume to understand your ambition and achievements. To understand your personality, they study your body language, listen to how you talk about yourself, the language you use and whether you maintain eye contact.

Examples of Important Social Skills in the Workplace

The following are a few of the many important social skills you should possess as a professional:

Observation:

The ability to observe serves you well in a professional setting. Though it comes naturally to some and is closely associated with people who are slightly introverted, anyone can develop this trait by trying to pay attention to what is going on in the lives of people around them, in both educational and professional environments. Detaching yourself from your surroundings while observing how others behave in given situations can help you understand complex concepts such as group dynamics, group mentality, relationships between others, non-verbal communication and a general understanding of colleagues and their personalities.

Active Listening:

Active listening is the ability to pay attention to a person when they are communicating with you without interrupting or losing focus. Active listeners are able to pay close attention to others when they speak, as well as show respect for what the other person is saying. You can improve your active listening skills by avoiding distractions while communicating, focusing only on the speaker, and demonstrating that you understand what the other person is saying through your body language and by expressing your concern or appreciation.

Conflict Resolution:

Conflict resolution is your ability to see a problem for what it is and devise a workable solution to solve it. For example, if there is a misunderstanding between two coworkers and they come to you for help, you should focus on the root cause of the issue and then work to solve this problem rather than get involved in the arguing. People with good conflict resolution skills often excel in positions in human resources or in customer service roles.

Empathy:

Closely connected to observation skills is the ability to empathise with people and situations. Empathy is the ability to identify and understand how another person is feeling in any given situation. Phrases associated with expressing empathy include: ‘I understand what you are going through', ‘I am sorry to hear that you feel this way' or ‘I am sorry that this happened to you'. Expressing empathy requires a conscious effort and careful consideration of others' feelings. Good empathy skills can result in better relationships in the workplace.

Written and Verbal Communication:

Verbal and written communication are two important components of effective social skills. When you write or verbally communicate, you are expressing yourself to another person. It's important to use clear language, as well as proper spelling and grammar, when communicating to ensure an effective portrayal of what you want to say.

Mirroring:

Mirroring is a very useful skill for those whose jobs involve having to deal with people on a regular basis, such as in sales, healthcare, and client relations. Mirroring is the act of copying the body language and emotions of the person you are talking to in order to make them feel comfortable and understood. It can also help build rapport and foster an agreement with the other person. Mirroring is especially useful in sales positions, as it can help both parties reach common ground and a mutual agreement.

Cooperation:

Cooperation is another essential social skill in the workplace. It is the ability to work well with others towards a common goal. This social skill is especially important for those who work as part of a team on projects in the workplace

.

Relationship Management:

Relationship management is your ability to foster, grow and maintain relationships. This social skill is especially important in customer service and other positions that require you to work directly with clients. Additionally, executives often need good relationship management skills to create bonds with investors, stakeholders, and supervisors.

Tips for Improving Social Skills in the Workplace

There are several steps you can take to improve your social skills at work. These include:

1. Ask for Feedback: As friends and colleagues what areas you need to improve upon in relation to social skills. Using this feedback, you can set goals to work towards improving these skills.

2. Pick up a Personal Development Book: Read personal development books that focus on improving social skills. There are countless free resources online such as e-books and guides that can provide you with concrete steps to take to build your interpersonal skills.

3. Choose One Social Skill to Focus on Improving: Rather than try to improve several social skills at once, pick one to work on and only move on when you're confident in your ability to effectively use that social skill.

How to Demonstrate Social Skills in Interviews

Demonstrating your social skills in an interview can improve the impression you make on potential employers. Here are a few ways to highlight your interpersonal skills in an interview:

1. Listen attentively when the employer speaks and reply with well-thought-out answers.

2. Maintain good eye contact throughout the interview.

3. Be aware of your body language and gestures and ensure they are expressing a positive message.

4. Use the STAR technique (situation, task, action, result) when describing your work experience and how you have overcome obstacles in the workplace.

5. Consider your strengths when working with other people and highlight those in the interview.

How to Highlight Social Skills on your CV

You can highlight social skills on several areas of your CV, including in the skills section and throughout your work history descriptions. When highlighting your social skills in the skills section of your CV, list specific interpersonal skills that are directly related to the job you are applying for. For example, if you're applying for a customer service position, mention your ability to maintain relationships with clients and solve client problems through effective conflict resolution.

Q5) Write on any two of the given topics in about 100 words. (10)

b) Writing skills

Ans) Writing is the skill of conveying one's ideas, thoughts, and feelings. Though writing appears simple when thought about, it frequently results in disorganised and dispersed material on paper. This frequently leads to misunderstanding or sends the wrong impression. Effective writing is a difficult endeavour since it takes far more than just good syntax. You must learn sentence structure, expand your vocabulary, and improve other fundamental writing skills. In order to succeed in the workplace, you must be able to write well. Content with typos, grammatical problems, and poorly structured phrases, whether in emails, project reports, or sales presentations, reflects a similar attitude toward work.

c) Preparing your Portfolio

Ans) To begin putting up a portfolio, imagine yourself in the shoes of potential employers. Everything that will impress the employer should be included in your portfolio. The folder/binder, contents, content organisation, accuracy, style, relevancy of the information, and so on should all reflect your individuality. Pay close attention to every detail in the portfolio, including spelling, grammar, phrasing, and style. The items you choose for your portfolio should demonstrate your abilities and competencies, as well as their relevance to the position you're applying for. These should be the pinnacle of your accomplishments.

Begin by putting together a portfolio "collection" that includes all of your items. Include anything you've authored, developed, generated, or earned. These materials could be in the form of a printout, a photograph, a photocopy, or a digital file, among other formats. Any of the following could be included in the items:

1. Articles written by you or about you

2. Awards /recognitions received by you

3. Drawings made by you

4. Educational qualifications, copies of certificates etc.

5. Letters of commendation

6. Letters of reference

7. Appropriate photographs

8. Presentations, if any made by you

9. Training certificates

Q6) Write a letter to the prime minister of India requesting him for free COVID-19 vaccination for all the citizens of India. (10)

To,

Mr. Narendra Modi,

The Prime Minister of India

Subject: Request for free COVID-19 vaccination for all the Indian citizens.

Respected Sir,

I am Riya Shah, the president of Youth Corporation, Mumbai, and on the behalf of all the citizens of India, I would like to request you to provide free COVID-19 vaccinations for all the Indian citizens.

As the spread of virus is increasing, people are looking out for the vaccination but at many places these doses are being sold at a very high price which is unaffordable by everyone.

Henceforth, I request you to please take some action against this and provide the citizens with free vaccination doses, so each and every individual can get vaccination for free.

I anticipate your positive reply regarding this matter.

Thank you.

Sincerely,

Riya Shah

Youth Corporation President, Mumbai.