ESHAN COLLEGE OF ENGINEERING, FARAH, MATHURA

Model Paper with Answers

For
(2023-24)
Sub: Soft Skills (BAS-105) MM: 70
Course: B. Tech. I (All Branches) Time Allowed: 03 hours
Section - A
Note:- Attempt Any 07 questions from the following questions. Each question carries 2
marks. [14 Marks]
Q. 1. Change the following sentences as directed: [CO-1]
a. Rose is the sweetest flower. (Change into positive degree)
Ans. No other flower is so sweet as Rose.
b. Mumbai is safer than many other sea ports. (Change into superlative degree)
Ans. Mumbai is one of the safest sea ports.
Q. 2 Convert the following sentences into corresponding Indirect Sentences: [CO-1]
A. Our teacher said to us, “They have done their work.”
Ans. Out teacher told us that they had done their work.
B. “Shyam did not help me,” said Ram to his friend.
Ans. Ram told his friends that Shyam had not helped him.
Q. 3. State the difference between “Hearing” and “Listening.” [CO-2]
Ans. Hearing

The natural ability or an inborn trait that allows us to recognize sound through ears by catching
vibrations is called the hearing. In simple terms, it is one of the five senses; that makes us aware
of the sound. It is an involuntary process, whereby a person receives sound vibrations,
continuously.

Listening

Listening is defined as the learned skill, in which we can receive sounds through ears, and
transform them into meaningful messages. To put simply, it is the process of diligently hearing
and interpreting the meaning of words and sentences spoken by the speaker, during the
conversation.

Q. 4. What do you mean by Phonetics? [CO-2]

Ans. Phonetics is a systematic and scientific study of speech sounds and how they are produced.
The position, shape, and movement of the articulators of speech organs, such as lips, tongue, and
vocal folds are studied in this discipline. To attain perfection in phonetics, one has to be ear-
minded and not eye-minded, i.e., become sound conscious and use ears to detect small distinctions
between similar sounds. One has to hear speech sounds as produced instead of trying to visualize
the spelling.

Q. 5. What do you mean by business letter? [CO-3]

Ans. A business letter is used for carrying out a business or it can be called an activity related to
writing letters in the business world. It is essential for a number of business tasks such as
enquiries, orders, buying, selling, answering queries, lodging complaints and reminders of
payments, etc. A business letter acts as an ambassador of the company. A well-drafted letter can
help you to develop and expand your business along with improving and maintaining relations.
Q. 6. What is the structure of a business letter? [CO-3]
Ans. Structure of a Business Letter:
• Sender's Address
• Data
• Addressee's Address
• Subject
• Salutation
Introduction of Problem
• Main body (Message)
Details
Action
• Complimentary close
• Signature Block (Signature, Name and Designation)
• Attachments or Enclosures
Q. 7. What are the benefits of oral communication? [CO-4]
Ans. Advantages of oral communication
(i) It is quick and easy as people can communicate without much formalities.
(ii) It involves use of expressions, voice modulation and hence is interactive and more flexible.
(iii) Here, spontaneous feedback is possible as the message is conveyed quickly by the speaker to
the audience.
(iv) It can be used to convey different shades of meaning.
(v) It is useful for addressing a large group of people at a time.
(vi) Oral communication saves money and time.
(vii) It has a wider reach than other forms of communications.
Q. 8 What do you mean by Public Speaking? [CO-4]
Ans. Public speaking is the art of conveying a message verbally to an audience of more than one
individual. An average public speaker addresses a crowd of over 50 people, while some keynote
presenters can expect an audience of a few thousand. With digital public speaking, this can be
scaled infinitely.
Q. 9 What do you mean by leadership skills? [CO-5]
Ans. Leadership skills are the qualities individuals in influential roles possess to direct and
complete tasks, support initiatives, create a sense of unity within a team, and empower others.
Leadership skills include the abilities or strengths shown by people in management roles that aid
in guiding and encouraging a group of people and their team towards achieving a common goal or
set of goals.
Q. 10 What is Stress? [CO-5]
Ans. Stress is defined as the emotional and physical strain caused by a person's response to
pressure from the outside world. It occurs when there is a mismatch between what the people
aspire to do and what they are capable of doing. In other words, stress results when the pressure to
perform a certain task is greater than the resources available to perform it.
Section - B
Note:- Attempt only Three questions. Each question carries 07 marks. [21 Marks]
Q. 11 Do as instructed- [CO-1]
(i) Define prefix and suffix with one example each.
Ans. Prefix: “a letter or group of letters added to the beginning of a word to
change its meaning, such as un- in unhappy and pre- in preheat”.
Suffix: “a letter or group of letters added to the end of a word to make another
word, such as -ly in quickly or -ness in sadness”
(ii) Mr. Smith is ……a….. European. (Use Article)
(iii) I have suffered from heart disease. (Identify the tense)
Ans. Present Perfect
(iv) He is a brave boy. (Find Adjective ) Ans. Brave
(v) I love playing cricket. (Find Noun) Ans. Cricket
(vi) He speaks English……. (good/ well) Ans. well
(vii) Change the following verbs into Nouns:
a. play b. work
Ans. a. Playing b. working
OR
i. He as well as I ……is….. going to market. (Use proper verb)
ii. Everyone of the boys …was honoured or similar. (Use proper verb)
iii. He …has been doing or similar…. his work since morning. (Use proper
verb)
Use the following set of words into your own sentences to make their meaning clear:
iv. career, carrier
Ans. Shubhra is very careful about her career.
I have a carrier on my cycle.
v. Fair, fare
Ans. His work is very fair.
The fare from Agra to Delhi is not very costly.
vi. Stationary, Stationery
Ans. The stationary vehicle should not be parked on roads.
I bought this pen from a stationery shop.
vii. Weak, Week
Ans. My friend is very weak in health.
There are 7 days in a week.
Q. 12 What do you mean by Active listening? What are the benefits of Active listening?
[CO-2]
Ans. Listening is an important aid to communication, though its importance was not realized till
very recently. In an American company when a survey was conducted on how members spent
their time communicating, it was discovered that 63 per cent of their time was taken up listening
to one another while reading took 4 per cent, writing 11 per cent and speaking 22 per cent. It is
undoubtedly that if people are bad listeners, they will also make bad communicators. When we
listen with our mind, heart and imagination, it means we are an active listener.
Active Listening

Listening is an art that when done well can deliver tremendous benefits which are useful in our
professional, social and personal life. It is a key to have better human relations. The goal of
listening well is to achieve win-win communication. Win-win communication not only increases
understanding, affirmation, validation and appreciation, it also creates an atmosphere of trust,
honour, and respect. When someone truly listens to us, we feel special. So, everybody wants to be
truly listened to. All skills of communication must be mastered by all those who want to have a
successful career Among these skills,

Most people think that to become a good communicator they have to focus on becoming great
speakers, but listening is just as important as speaking in the communication process Whether
you're dealing with co-workers, managers, or clients, being a good speaker and a good listener are
crucial workplace skills. Our ability to listen properly can give us insight into the rationale behind
decisions and a better understanding of what the speaker is trying to accomplish.

Yet, being a good listener isn't always easy. Studies have shown that an average person can
remember only 50% of what he was heard, straight after he has heard it. Another study has shown
that only 10% of the initial message communicated is retained after 3 days The reason for these
shocking stats is that most of us think of listening as a passive process that requires no effort.

Benefits of Active Listening:

Whatever the reasons, we struggle with being good listeners. Honing that skill can have a lot of
benefits. Here are the top eight reasons to create a workplace where employees both listen and are
heard. Listening effectively to one another can:

(i) Build relationships: Attentive listening can help your workforce come closer together. And as
communications improve among employees, so will their teamwork, leading to increased
productivity and business.

(ii) Foster learning: The art of listening is about finding out what the speaker thinks about
something. When employees listen to one another, they learn from one another. A free flow of
ideas that are truly listened to can lead to a workplace where employees are constantly learning
from each other.

(iii) Encourage respect: Respect is crucial in any workplace. Fostering attentive listening can
help establish respect, as managers and employers listen not only to their employees' ideas but
also to their issues or concerns.

(iv) Establish a culture of communication: By fostering attentive listening, one can establish a
company culture in which employees know how to speak and listen to one another. This raises the
communication expectations between employers and employees.

(v) Facilitate conflict resolution: When issues or conflicts arise, listening is essential to
clarifying disagreements. Attentive listening helps employees get to the root of a problem, come
up with solutions, and decide the best course of action to take.
(vi) Promote Open-mindedness: Employees have different viewpoints. Encouraging them to
listen to each other can help promote an environment of open-mindedness and inclusion, where
everyone can feel that his/her opinions are heard and valued

(vii) Further progress: Employees are more likely to be creative and share their ideas if they feel
they are listened to and their ideas are taken into account. Actively listening to employees' input
can reinforce the acceptance of future contributions.

(viii) Improve decision-making: Making decisions and judgments based on assumptions can
cause many workplace problems. By encouraging attentive listening, you will find that employees
are more likely to ask questions, clarify understanding, and make better decisions based on a more
accurate understanding of a given situation.

Encouraging good listening helps employees work together better as a team, and promotes
innovative thinking and more effective communication. Here are some of the basics of attentive
listening.

(a) Make appropriate facial expressions: Nodding, tilting your head, smiling - all of these
expressions show a response to what the speaker is saying, which indicates that you're grasping
the meaning and are interested in what he or she's saying.

(b) Ask questions: Critical listening involves asking questions to get all the information. When
you ask the speaker a question, it also drives the conversation and shows that you're interested in
clarification and understanding the issues.

(c) Don't interrupt: Although it's good to ask questions, try not to interrupt the speaker. Let the
person complete his or her thoughts before responding or asking questions.

(d) Paraphrase: When you restate, in your own words, what the speaker is saying, you prove that
you're listening carefully-after all, you wouldn't be able to repeat anything if you weren't paying
attention.

Keeping these tips in mind will help you become a more effective listener, which is more than
half of what it takes to be a really good communicator.

OR

What are the advantages of Active listening? How can you become an active listener?
Ans. Advantages of Listening

We usually listen: (1) to obtain information, (2) to solve problems, (3) to share experiences, and
(4) to persuade or dissuade. It is easy to imagine that if people are bad listeners, then (1) only
inaccurate and incomplete information would be exchanged, (2) problems would not be clearly
understood and would remain unsolved, (3) People would not be able to share one another's
experience, and (4) being unable to understand each other through their own or others'
inattentiveness, people would not be able to persuade of dissuade others. In the workplace, the
following advantages of listening can be easily listed
1. Listening helps to know the organization: Listening, especially careful listening to the
grapevine will enable you to know what the members of the staff think of the company's policies
and activities. Hence, it will help you understand your organization better.

2. Listening helps to make better policies: If you listen to your subordinates carefully, you will
know which policies are suitable for your organization. You will not keep stumbling from one
top-heavy policy to another. You will chalk out the policies which are acceptable to other
members and which will win their willing support.

3. Listening mollifies the complaining employees: Very often employees have certain
grievances which exist more in their mind than in reality, i.e., which are primarily psychological.
If you listen to them patiently and sympathetically, their anger will subside and they will be
mollified.

How to become an Active Listener

1. Concentrate on what a person is saying rather than on how he looks. Don't be distracted by
his/her physical appearance or his mannerism.

2. Repeat the key ideas to yourself. Particularly, while listening to long lectures, see if you can
repeat to yourself all the important ideas the speaker has put before you. This will also help you to
understand the lecture better.

3. Try to relate the speaker's remarks to your personal background and experiences. This will also
enable you to retain those remarks in your memory longer.

4. Do not let your mind wander away from what the speaker is saying. Do not think of the
pleasant or unpleasant experiences of your own. Be determined that you are going to shut
everything out of your mind except the speaker's words.

5. Take notes if you feel it desirable. Don't be afraid to ask questions or seek clarification
wherever you are in doubt. Interrupting is discourteous, asking questionis not, for asking
questions is an evidence of your being interested.
6. Concentrate on the speaker's words, not his looks.
7. Keep recalling the points.
8. Relate the speaker's words to your experience.
9. Don't get distracted.
10. Have a positive attitude.
11. Listen for between the line messages.
12. Ask questions.
Q. 13. Write about Linear, Spatial and Chronological tools of effective writing. [CO-3]
Ans. Tools of Effective Writing

Chronological Method

This method is the natural order of narration in which one event leads to another. This method is
document time or the steps in an instruction.

Chronology method is also used to document steps in an instruction. If we bury key data on the
bottom of page, the reader might not see the information. But if the data is presented one-third
from the top of the page and two-thirds from the bottom, we find it more attention. Readers
generally focus their attention on the first several points more than on the last few ideas.
Therefore, they should be organized by importance. The more important ideas should be placed
above the less important ones.

Spatial Method

If technocrat is writing to describe the parts of a machine or a plot of ground, he will like to
organize his text spatially. The writer will describe what he sees as it appears in space left to right,
top to bottom, inside to outside or clockwise. This method helps the reader to visualize what he
sees and, therefore, it is better to understand the physical qualities of the subject-matter. The
method further helps the reader to envision the layout of the land the writer describes or the
placement of each component within the machine. Read the following example carefully and note
how the different steps in Telescope Making have been described.

Linear Method

The literal meaning of the word ‘linear' is of or in lines or involving one dimension. In a
paragraph, one sentence leads to the text one and thus the sentences proceed towards their goal. A
logical sequence is thus, followed by the sentences of a paragraph. The Linear method also
contributes to the unity of a paragraph. The technical writers often pay attention to this method
and try to write on the basis of the Linear method.

Interrupted method

The Interrupted method is not a popular method with the technical writers. It is only occasionally
used Whenever the writer gives a break to the line of thought and gives a tum to the ideas to
produce the desired effect, Interrupted method is said to be used by the writer. In such
organization, the topic sentence may occur in the middle of the paragraph.

Inductive order

In inductive order, an author moves from particular statements to the general statements. The
paragraph. that begins with certain information, concludes with a topic sentence, often known as
conclusion. The author uses some arguments, illustrations which lead him to reach to a
conclusion.

Deductive order

The most popular order used by the writers is the deductive order. It is the reversal of the logical
arrangement of the inductive order. In the deductive order, we have a conclusion reached by
reasoning from general laws to a particular case The topic sentence is usually the first sentence in
a paragraph stating some general statements. The author finally tries to deduce his conclusion
logically. This gives the paragraph a direct, straightforward style which most report-readers
prefer. Thus, in brief, the movement of thoughts in this order is from the general statement to
particular details.

OR

What are the attributes of a good business letter?

Ans. ATTRIBUTES OF A GOOD BUSINESS LETTER
The qualities which are essential for a good business letter are collectively called the Cs
communication because most of them begin with the letter C. The main qualities are correctness,
clarity, conciseness and courtesy. A person should always maintain the quality a business letter to
make it presentable. It becomes easy for a person or an organization to make an impression on
others. The qualities of a business letter can be classified as:

 Inner Quality
 Outer Quality

Inner Quality: It refers to the quality of language used and the presentation of a business letter.

Some inner qualities of a letter are:

1. Clear: The language used in a business letter must be clear. It helps the receiver to understand
the message immediately, easily and clearly. Any ambiguity can lead to mis-interpretation of the
message.

2. Simple: The language used in a business letter must be simple and easy to understand. One
must not write a business letter using difficult and fancy words.

3. Concise: The message written in the letter must be concise and to the point.

4. Concrete: The message written must be concrete and specific. By using concrete language a
reader will have a clear picture of the message.

5. Accurate: One must always check for accuracy of a business letter. Accuracy generally means
no error in grammar, spelling or punctuation etc.

6. Coherent: The language used in the business letter must be coherent. The message should be in
a logical way for clear understanding.

7. Complete: One must write a complete message. It helps the reader to know the issue and the
solution to be taken. It should provide all the necessary information. One must also keep in mind
that the message should be concise and short but give complete details.

8. Relevant: The letter should only contain important information. Irrelevant information should
not be included and should be avoided in any business communication.

9. Courteous: The language used in a business letter must be courteous. A writer must always use
open, friendly and honest wording in his letter. It does not mean that one must use slangs or
abusive words. One must always add words like please, thank you etc.

10. Neat: A business letter must be neatly typed or handwritten. Spacing, indention and use of
paragraph should be proper.

Outer Quality

The outer quality of a business letter means the quality of its outer appearance. The outer look of
the letter must be catchy and impressive.

Some outer qualities are:

1. Size of the Paper: The standard size of paper should be used. An A4 size paper is the most
used size for writing a business letter.

2. Quality of the Paper: The quality of the paper used must be good. It is not always possible for
a firm to use costly paper.

3. The Color of the Paper: Sometimes it is very useful to use different color of paper for
different types of letters. The receiver can clearly understand the intention and purpose of the
letter by its color.

4. Folding of Letter: One must fold the letter properly and uniformly. The folding must be done
to fit the letter in the envelope. One should ensure that the letter is not over folded. It will leave a
bad impression on the reader's mind.

5. Envelope: The envelope used must be of a good quality. Special attention must be given to the
size of the envelope for fitting the letter.

Attributes of a Good Letter: Although all formal writing follows the same basic principles, a
business letter is different in its purpose and approach. A good business letter is:

 Simple and direct

 Clear

 To the point

 Polite

 Specific and accurate

Q. 14. What is Non Verbal communication? Define Kinesics in detail. [CO-4]

Ans. WHAT IS NON-VERBAL COMMUNICATION?

When we communicate our thoughts without using words, we communicate non-verbally. The
popular aphorism "Actions speak louder than words" holds a great deal of meaning when it comes
to understanding the essence of non-verbal communication, Any skilled communicator, whether
the person is a negotiator, or public speaker or a business person, knows very well the power of
the unspoken language and how to hear the unspoken word.

Non-verbal communication is the way in which we express our feelings, emotions, attitudes,
opinions, and views through our body movements. In verbal communication we use words; in
non- verbal communication we use our eyes, hands, face, and other body movements to express
our thoughts. The body and its movements substitute words. It is astonishing how scholars,
researchers, writers, and even ancient wise men have pronounced observations about the subtle
power of non-verbal communication.

In real life, however, verbal and non-verbal communication cannot be separated. Our oral speech
is accompanied by the movement of eyes, use of hands and pitch of our voice. In written
communication, the non-verbal communication signifiers are the use of white space, proper
margins, right kind of fonts, right length of sentence, length of paragraphs, and line spacing. A
page that has matter condensed closely is usually skipped by the reader or it is rejected. A poor
visual appearance of a proposal or a resume will prompt the reader to reject it. The details of the
non- verbal aspects of written communication will be discussed in the chapter on business
communication writing.

ACTIONS SPEAK LOUDER THAN WORDS

All our thoughts are accompanied by some kind of body movements. The more conscious we are
of our body movements, more prepared we will be to face any situation, to the extent of masking
feelings in unwanted situations. However it may not be possible to mask our feelings and
expressions always. movements. Working on body language will help you to handle questions in
job interviews, seminars, conferences, social gatherings, travelling in public transports, public
places like airports, hotels, railway stations, hospitals, banks and places wherever you may have to
interact with people of varied cultural groups.

Kinesics

The different ways in which people move their bodies that include postures, gestures, head nods,
and leg movements, are called Kinesics.

Gestures have been classified into three categories:

1. Emblems
These have direct verbal translations, like nodding of the head for 'yes', shaking the head
for 'no' or waving hand for 'hello' or saying bye bye' They are used in place of words.

2. Illustrators

These gestures naturally accompany our speech and accentuate what we say. Very often, we tend
to close our palm in a fist formation or bang the table to suggest our mode of thinking, often for
the purpose of emphasizing our points. These gestures have a dramatic effect.

3. Adaptors

These are unconscious movements of body that originate from the nervous state of our mind. In an
interview, when the candidate is nervous or uncomfortable with the questions asked, she/he may
unconsciously crack knuckles, shake legs, or tap the foot.

Some other verbal actions and their meanings

1. Clenched hands

In a sitting position-the gesture has many meanings. It can mean emphasis, determination, 'I know
it all,’ nervousness as in an interview.

2. Slashing/jabbing the air with hand

Something very culturally specific to the Indians is slashing/jabbing the air with hand and
pointing someone with the forefinger.

3. Handshakes: Normal handshakes determine good grip and professionalism.

4. Fingertip-grab handshake

Diffident people and those socially not groomed do not know how to shake hands. They offer only
the tips of their finger and keep the person at arm's length. Many Indian mana managers, not
knowing how to shake hands with ladies, often commit this error.

5. Dead-fish handshake

These hands are sweaty, flaccid and lifeless, like a dead fish. The hand is cold and clammy, and
the person with such hands is considered weak or ungroomed and, therefore, unpopular. Shaking
such hands gives a damp and uncomfortable feeling. All managers must learn how to shake hands
professionally.

6. Pointing index finger

As a natural accompaniment of speeches, the movement of the finger may not seem offensive. But
very often when it accompanies heated arguments, it sends a negative signal to the onlooker. The
finger pointing is associated with authority, politicians, parents, and preachers. But pointing it out
as an accusation should be avoided.

7. The OK gesture

The tips of the thumb and the index finger are brought together to form an 'O'. Allan Pease (1993)
has provided many interpretations of the non-verbal symbol. In all English-speaking countries,
including India, it suggests that all is correct.' However, in Japan, it means 'money', in France, it
means 'zero', and in Brazil, it means 'insult.'

8. The "V" sign

The gesture was used by Sir Winston Churchill during the Second World War days. He
popularized it as a sign of victory. The sign is popular in our country too and we often see our
leaders flashing their fingers in the 'V' form after emerging victorious in elections.

9. The neck scratch: It is a symbol of doubt or uncertainty.

10. Crossed arms across the chest

This kind of gesture indicates that the person is on the defensive; has a made up mind and a fixed
position on a subject. The gesture also means a protective guard against threats. Sometimes when
the person is on the defensive, the gesture might combine with clenched teeth or red face.

OR
What do you mean by Presentation skills? How will you improve your presentation
skills?
Ans. PRESENTATION SKILLS
Presentations are a way of communicating ideas and information to a group or audience.
What Can A Presentation Do For You?
• It puts you on display
• It allows you to ask questions and initiate discussion.
• It allows raising issues, present problems and initiating decision making
• It is your chance to speak your mind.
A GOOD PRESENTATION IS AN AMALGAMATION OF:
 • Content
It contains information that you want to give.
• Structure
It has a logical beginning, middle and end. It is sequenced and paced so that the audience can
understand.
• Packaging
One must remember that, the audience is at the mercy of a presenter.
• Human Element
A good presentation will be remembered, because it has a person attached to it.
• The Voice
The voice is probably the most valuable tool of the presenter. It carries most of the content that the
audience takes away.
How to improve your Presentation skills or The Key Facets Of Presentation SKILLS
EYE CONTACT
Try to hold your gaze fixed in specific direction for five or six seconds at a time.
THE VOICE
Two most important aspects of the voice for the public speaker are:
• Projection
• Variation
A safe style is to be slightly louder and slightly slower in the pace to delivery.
Effective presentation in the English language is all about stressing and stretching words.
EXPRESSION
The audiences watch your face. If you are looking listless and distracted then they will be listless
and distracted, if you are smiling, they will wonder why and try and find out by paying attention.
APPEARANCE
When you are giving a presentation you must dress for the audience, not for yourself’ if they think
you look out of place, you are.
STANCE
Make sure your stance does not convey boredom.
BODY LANGUAGE
The problem is what to do with your hands. Do not wave aimlessly through the air, or fiddle
constantly with a pen, or(worst of all visually) juggle change in your trouser pocket.
MAKE AN IMPRESSION
Your job is to do something, anything which captures their attention and makes a lasting
impression upon them.
REPETITION
The average audience is easily distracted and their attention will slip during the most important
message of your speech so repeat it!
DRAW A PICTURE
The human brain is used to dealing with images, and this ability can be used to make the message
more memorable.
JOKES
This is rather sensitive. Be cautious; understand the standard, and receptiveness
PLAIN SPEECH
Keep it simple, short and sweet.
NARRATIVE
Everyone loves a story and stories can both instruct and convey a message.
PRACTICE
There is no substitute for rehearsal.
Do not be put off by the mirror- remember: you see a lot less of yourself than what the others do.
RELAXATION
If you get nervous just before the show, either concentrate on controlling your breathing.
EVALUATE
Once the speech is over and you have calmed down, you should try to honestly
evaluate your performance.

Q. 15. Discuss the effects of Stress in detail. [CO-5]

Ans. Effects/Symptoms of Stress

Given below are some of the symptoms of stress listed out by as observed in Counseling for Stress
Problems. It should be no can also occur with a range of medical or psychological disorders

Behavioral Symptoms

 Restlessness
 Loss of appetite/overeating; Anorexia, bulimia
 Aggression/irritability
 Poor driving/accident pronelc
 Sleep disturbances/insomnia
 Increased intake of nicotine/caffeine
 Avoidance/phobias
 Impaired speech/voice tremor
 Poor time management
 Compulsive behaviour
 Checking rituals;
 Low productivity
 Withdrawing from relationships
 Clenched fists; Teeth grinding
 Talking/walking/eating faster
 Increased absenteeism
 Sulking behaviour
 Frequent crying
 Poor eye contact
 Alcohol/drug abuse

Emotional Symptoms/Effects

 Anxiety
 Depression
 Anger, guilt, hurt, morbid, jealousy, shame/embarrassment
 Suicidal feelings

Physical Symptoms/Effects

 Tension
 Headaches
 Palpitations - Heart Beating
 Rapid heart beat
 Aches/pains; Dizziness/feeling faint
 Indigestion

 Numbness
 Dry mouth
 Cold sweat
Imagery Symptoms/Effects
 Helplessness
 Isolation/being alone
 Losing control
 Accidents/injury
 Humiliation/shame/ embarrassment
 Nightmares/ distressing dreams
 Visual flashbacks
 Poor self-image

Cognitive Symptoms/Effects

 I must perform well

 Life should not be unfair
 Self/other-damning statements
 Frustration statements, e.g., I can't stand it.
 I must be in control
 It's awful, terrible, horrible, unbearable etc.
 I must have what I want; I must obey 'my' moral code and rules
 Others must approve of me
 Cognitive distortions, e.g., thinking all or nothing

Interpersonal Symptoms/Effects

 Passive/ aggressive in relationships

 Timid/unassertive
 No friends
 Competitive
 Putting other's needs before own
 Sycophantic behaviour
 Withdrawn
 Makes friends too easily/ with difficulty
 Suspicious/ secretive
 Manipulative tendencies
 Gossiping

Biological Symptoms/Effects

 Flu/common cold
 Lowered Immune system
 Poor nutrition, exercise and recreation
 Organic problems
 Diarrhea constipation/flatulence
 Frequent urination
 Allergies/skin rash
 High blood pressure/coronary heart disease (angina/heart attack)
 Dry skin
 Chronic fatigue/exhaustion/burn-out
 Cancer
 Diabetes
 Rheumatoid arthritis
 Asthma
  Biologically based mental disorders
 Epilepsy

OR
What are the leadership skills? Write in detail

Ans. Some leadership skills

Take a detailed look at some popular leadership qualities companies may value and look for in a
candidate. These skills include communication, negotiation, conflict resolution, decision-making,
and more.

Communication

When you work in a leadership position, you must be able to clearly explain everything from
expectations to goals and tasks. It is also important to establish open communication between
yourself and your team members. Not only does creating an environment of open communication
promote cohesiveness as a team, but it often encourages an atmosphere of transparency. Excellent
communication considers not only what is being communicated, but how it is being
communicated.

Negotiation

Negotiation involves two or more parties engaging in a conversation to find a solution that is
acceptable to all parties. As a result, you and the person you are negotiating with may reach a
formal agreement, such as a contract or a less formal verbal agreement. When used as a leadership
skill, negotiation can foster a sense of fairness and equality, allowing all parties to be heard.
Employees and coworkers may be more likely to feel understood when conflicts are handled with
negotiation.

Conflict resolution

Compelling leaders understand how to avoid disputes and have the ability to resolve them quickly.
Ideally, as a good leader, you should be able to maintain your composure and make thoughtful
decisions when handling disagreements. A great example of conflict resolution is a human
resources (HR) representative actively listening while working to help a manager and their
subordinate settle conflict.

Adaptability

As an adaptable leader, you adjust your behaviour in response to situational changes. You are
resilient when things don't go as expected and recover quickly from setbacks by viewing them as
an opportunity to grow. Showing adaptability in leadership involves being flexible and adjusting
to changing conditions and environments.

Critical thinking

Analysing information to fully comprehend an issue or topic is the act of critical thinking. The
steps of the critical thinking process often entail gathering facts and data, posing deliberate
queries, and examining potential answers. For instance, if you work in HR and must settle a
dispute between two co-workers, using critical thinking skills can be helpful in determining the
nature of the conflict and the appropriate course of action. Critical thinking is an important
component of decision-making.

Decision-making

Effective leaders make decisions that benefit themselves, their team members, clients,
stakeholders, and organizations. Using critical thinking skills in decision-making allows you as a
leader to identify problems and develop solutions advantageous to your business and your
employees. Decision-making by leaders must always be fair and objective and involve the use of
appropriate language when communicating.

Problem-solving

Effective problem solvers in leadership have the ability to foresee issues in the workplace, define
the problem, identify their causes, develop a plan to remedy the problem, and learn from the
problem to avoid future issues. Problem-solving requires strong communication skills and respect
for all parties involved. Viewing and presenting issues as opportunities can benefit leaders and
staff alike. An example of this would be a decline in social media engagement viewed as an
opportunity to increase social media presence rather than a problem.

Relationship building

The general nature of leadership roles revolves around people. Without understanding the people
they are guiding, leaders cannot effectively lead. The ability to forge bonds and establish
communities is necessary for an effective leader. A study conducted on relationships in the
workplace by Olivet University shows that employees tend to be happier in their workplace when
they have a degree of nonwork relationship with their superiors.

Time management

Time management involves planning and regulating how much time to devote to different tasks.
Leaders who manage time effectively may accomplish more in less time, feel less stressed, and
succeed in their careers. Proper time management by leadership members affords leaders more
time to invest in their team.

Reliability and trust

Trust is the cornerstone of a successful organization. Trust, or belief in another person's skills,
integrity, and character, is frequently thought of as something built upon in personal relationships.

Leadership develops best through reliability. Leaders must ensure their words and deeds are
consistent if they want to be trusted. If those you lead cannot trust you to keep your word, they
will lose faith in you rapidly.

Creativity

A creative mind set is open, not closed or rigid, and produces ideas and solutions that are both
significant and effective. By encouraging a team of people to solve problems creatively, leaders
provide the opportunity to develop goods and services that set the team apart from rivals, creating
a competitive advantage. Creative leaders also foster an innovative culture by encouraging teams
to showcase ingenuity as a unit.

Strategic approach

Leaders must think strategically and critically when making difficult decisions. Effective
leadership involves making well-considered and critically-analysed decisions to lead teams to
success. Leaders who are successful will think before they act, or in other words, have a strategic
plan before taking action. The time it takes to devise a strategy depends on the problem or
decision. A good leader devotes the necessary time to strategy development.

Self-awareness

Self-awareness in leadership involves understanding your own personality, behaviors, and

motivations and then considering how these traits and qualities influence your leadership skills.
Self-reflection can be a powerful tool all on its own. Self-awareness and reflection can help you
realize what you offer to your job as a leader and where you need improvement. Self-awareness
entails identifying where you excel and where you should grow—and when your leadership
excels, your company's productivity tends to follow.

Section - C
Note:- Attempt all the following questions. Each question carries 07 marks. [35 Marks]
Q. 16. Do as instructed- [CO-1]

i. I bought this car ..for…. Rs. 2,50,000/- (Use Appropriate Preposition)

ii. He goes to college …by…. Bus. (Use Appropriate Preposition)
iii. The child fell ..into.. the well. (Use Appropriate Preposition)

Rewrite the following sentences correctly:

iv. These news have disturbed the peace of my mind.
Ans. This news has disturbed the peace of my mind.
v. None of these children have helped me.
Ans. None of these children has helped me.

vi. Give a more harder example.

Ans. Give a harder example.

vii. He is senior than I.

Ans. He is senior to me.

OR

Do as instructed: [CO-1]

(i) He drew his sword. He rushed at his enemy. (Change into simple sentence)
 Ans. Drawing his sword, he rushed at his enemy.

(ii) I found the book. The book was lost. (Change into simple sentence)
Ans. I found the lost book.

(iii) He wrote a letter. He posted it. (Change into simple sentence)

Ans. Having written a letter, he posted it.

(iv) Admit (write Synonym) Ans. allow, confess, accept

(v) Attack (write Synonym) Ans. assault, invasion, aggression
(vi) Bold (write Antonym) Ans. timid
(vii) Short (write Antonym) Ans. long

OR
Do as Instructed:
i. Legal (Use Prefix) Ans. Illegal
ii. Day (Use Prefix) Ans. Mid day
iii. Agree (Use Prefix) Ans. Disagree
iv. Form (Use Prefix) Ans. Inform
v. Child (Use Suffix) Ans. Children, childish
vi. Train (Use Suffix) Ans. Trainer, Training
vii. Pure (Use Suffix) Ans. Purity
Q. 17 What are the common poor listening habits? [CO-2]
Ans. Common poor listening habits
1. Inattentiveness

Not paying attention to the speaker is one of the major causes of inefficient listening. The listener
may get distracted or may not want to hear what is being said. The listener withdraws his attention
and starts daydreaming.

2. Faking Attention or ‘Pseudo listening”

Often people who are not actually listening and are thinking about something else deliberately try
to look as though they were listening. The listener may do so as not to appear rude or discourteous
to the listener. At times, this may lead to disasters in communication because such pretence may
leave a speaker with the impression that the listener has heard some important information or
instructions offered by him.

3. Focusing on Delivery

Sometimes a person concentrates on how someone says something that he pays little attention to
what he or she is actually saying. The listener may focus on the appearance and other nuances of
the speaker and may, in the bargain, miss out on the real meaning of what is being said.

4. Rehearsing
If the listener is thinking about his reply before the other person has finished, then in all
probability he is not listening. Some people listen until they want to say something; then they quit
listening, start rehearsing what they will say, and wait for an opportunity to respond.

5. Interrupting

Some people prefer to do the speaking rather than listen to someone speak. Such a listener does
not wait for the speaker to complete what he is saying so that the complete meaning can be
determined, but interrupts often resulting in a break of the chain of thought of the speaker and thus
hampering the communication process. Unnecessary interruptions may discourage and irritate the
speaker.

6. Hearing what is Expected

People like to hear what they want to hear. Very often, people think they heard speakers say what
they expected them to say. Further, people tend to accept only that part of
the communication which is consistent with their existing beliefs.

Alternatively, they refuse to hear what they do not want to hear and what goes against their beliefs
and perception. Poor listeners tend to filter those parts of the message from their understanding
which do not readily fit with their own frame of reference.

7. Avoiding Difficult and Uninteresting Material

The listener may just switch off listening when he finds the material difficult to understand or
uninteresting. This may become a habit with the listener and he will conveniently stop listening
every time he encounters some difficult or uninteresting material. Many a times, the listener may
assume in advance that the subject is boring, unimportant or difficult

8. Being Defensive

Sometimes listeners feel threatened by what the speaker is saying and they immediately become
defensive, that is, they try to justify their stance on whatever is being said. They may just
overreact to certain words and phrases. They get so involved in guarding themselves that they do
not get the actual message of what is being said.

9. Being on the Offensive

Some listeners seem to wait for the chance to criticize someone. They listen intently for points on
which they can disagree and vent out their criticism. They constantly try to counter whatever is
being said. Here too they miss out the actual message of what is being said.
Or

Evaluate the essential elements of speaking and nuances of delivery.

Ans. Delivering a Speech: Conquer Your Fear

"Public speaking is not a talent-it is a skill. Top presenters have total control of their fears. They
make fear their slave, not the master."
Work on yourself before facing an audience:
• Investigate your fears
• Breathe deeply and slowly
• Practice makes a man perfect
• Visualize your success
• Sleep well the night before
• Knowledge of audience and Locale
"Once audience analysis is done, half the battle is won".

Confidence in public speaking allows you to:

(a) Focus on Helping your Audience: Audience is the focal point of the entire communication.
The main reason some public speakers lack confidence when stepping on stage is because they are
focused on whether or not they will somehow "screw up." The thing is that you shouldn't really be
focused on yourself at all. Having confidence comes from focusing on your audience, their needs,
their problems and how you can help them solve their problems. A confident speaker knows the
audience sees him as an authority and want him to be successful. His success ultimately means
their success.

(b) Be Clear and Concise: Confidence allows public speakers to speak with clarity. When you
are calm and focused, you can manage your thoughts better. Confidence also helps speakers to
speak slowly so they are understood and can answer the questions from the audience.

(c) Create Relevant Content: Speakers can create content in two ways:

• They can create content that makes them look smart, or

• They can create content that is 100% relevant to their particular audience and address their
needs and concerns in an authentic way.

When you lack confidence, you tend to create the first kind of content. When you are filled with
confidence you are able to create relevant content.

(d) Handle Murphy's Law Scenario: It is not uncommon for speakers to have to deal with
unexpected challenges before and during their presentation. This could mean tech issues, late
stragglers or having a complete mind blip moment. Confident speakers take these challenges in
their stride. They don't panic, they handle the situation like a pro and you never even see them
sweat.

(e) Be More Engaging: Confidence breeds' charisma and charisma is something that attracts us
all. When a speaker without confidence takes the stage we instantly sense it and tune out because
we don't want to watch the inevitable wreck. But when a confident speaker takes the stage, we are
instantly captivated and engaged. We sit forward in our seats and listen to every word the speaker
says. Confidence grabs and holds the attention of the audience.

(f) Build Trust: A major benefit of public speaking is that it helps you to build trust with the
audience, giving them a reason to check out your products and services. But what happens when a
speaker lacks confidence? He comes across as a bit shady or having something to hide.
Confidence projects authority and also a sense of transparency. Since you seem like you have
nothing to hide, an audience is far more apt to trust you and wants to find out more about what
you have to offer.

How to Become a Confident Public Speaker:

1. Be Prepared
2. Don't try and be Perfect
3. Be Yourself
4. Take Care of Your Health
Most people in an organization are constantly involved in oral communication of all kinds. You
need to be aware of the subtle, non-verbal communication which accompanies oral
communication and cultivate it. A person who has cultivated it to a high degree strikes The
audience as a "polished speaker" and can carry the meeting effectively.

Public speaking has always been challenging. It is an intrinsic part of anybody's job A public
speech of lecture, with or without microphones, has a face-to-face setting, but the distance
between the speaker and audience is large; this distance increases audience gets larger as in an
open-air public meeting. The purpose of public speech may be to entertain, to encourage or to
inspire. Much depends on the speaker's skill in using gestures and using the microphone.

Nuances & Modes of Speech delivery: Speaking in public is more formal than talking. During a
speech, you should present yourself professionally. This doesn't mean you must wear a suit or
"dress up" (unless your instructor asks you to), but it does mean making yourself presentable by
being well groomed and wearing clean, appropriate It also means being prepared to use language
correctly and appropriately clothes. for the audience and the topic, to make eye contact with your
audience and to look like you know your topic well.

While speaking has more formality than talking, it has less formality than reading. Speaking
requires meaningful pauses, eye contact, small changes in the word order and vocal emphasis.
Reading is a more or less exact replication of words on paper without the use of any non-verbal
interpretation. Speaking provides a more animated message as you will realize if you think of
some good speakers. OR

What do you know about TED Talks?

Ans. TED TALK

A TED talk is a recorded public-speaking presentation that was originally given at the main TED
(technology, entertainment and design) annual event or one of its many satellite events around the
world.

TED is a non profit devoted to spreading ideas, usually in the form of short, powerful talks, often
called "TED talks. "TED talks are limited to a maximum length of 18 minutes but may be on any
topic.

Popular TED talks include:

• "The interspecies internet? An idea in progress"

• "Anatomy of a New Yorker cartoon"
• "Why we should build wooden skyscrapers"
• "The curly fry conundrum: Why social media 'likes' say more than you might think"
• "Meet global corruption's hidden players"
• "How we'll resurrect the gastric-brooding frog, the Tasmanian tiger"
• "Ingenuity and elegance in ancient African alphabets"
• "The dangers of willful blindness"
• "What ants teach us about the brain, cancer, and the Internet"
• "Why we sleep"
• The history of TED talks

The TED organization was founded by Richard Saul Wurman, and the TED conference was co-
founded by Harry Marks in February 1984. The first TED conference was in 1984 and the
conference has been held annually since 1990. Initially, the focus of TED conferences was
technology, design and entertainment.

However, TED has broadened its focus in recent years to include big ideas on a wider range of
topics such as global issues, business, education and health. TED talks have been given by a
variety of professionals from various fields of study, including actors, scientists, medical
professionals and influencers.

• TEDx Talks are TED-like events that are organized by volunteers around the world.
• TED-Ed is a platform where educators can submit educational videos.
• TEDGlobal is an annual international conference that focuses on "ideas worth spreading."
• TEDTalks Director's Cut videos are select TED talks that have been remastered with new
footage or animations.
• TEDWomen is an annual TED conference that focuses on "ideas worth spreading by women."
• TEDx in Schools is a program that brings TEDx events to schools.
• TED-Ed Clubs are after-school clubs for students who want to learn more about TED and TEDx
Talks.
• The TED Prize is a $1 million prize awarded annually to "an exceptional individual with a
creative, bold vision to spark global change." As of 2018, the TED Prize is now known as The
Audacious Project.

• TED Fellows are "outstanding young innovators" who are selected each year. The TED Fellows
Program provides "support, resources and access to the TED community."

Q. 18. What are the 7Cs of effective writing?

Ans. Principles of Effective Writing

The following 7Cs need to be followed to frame a good business letter:

Completeness
Conciseness
Consideration
Concreteness
Clarity
Courtesy
Correctness

1. Completeness: Complete messages contain all the facts a reader or listener needs for the
desired reaction. The messages can be made complete by answering all the questions asked and
add if any other information is desired.
2. Conciseness: A business letter needs to be concise but which includes all the necessary
information in the fewest possible words. It saves time for both the sender and receiver.

3. Consideration: Consideration involves the golden rules of showing to others the same fairness
and honesty we expect from others for ourselves.

4. Concreteness: Concrete writing and speaking includes specific facts and figures along with
examples. This helps to make messages vivid and specific. One can use comparison and figurative
language.

5. Clarity: Clarity makes the message clear by using simple words. Unity and Coherence in a
sentence makes a paragraph in business communication. Though there is no limitation for the
length of a paragraph or a sentence yet to make the business communication effective the average
length of a sentence should be around 17-20 words. An average paragraph length should be 4-5
lines in a letter and 8-9 lines in reports.

6. Courtesy: Courtesy in communication means to be tactful, thoughtful and appreciative. In both

written and oral message, courtesy requires omitting expressions that irritate, belittle or have
questionable humour. A courteous person's talk is always given weightage.

7. Correctness: Correctness in business communication includes correct language level, accurate

facts, figures, word choices, grammar, spelling and punctuation. Communication, whether written
or oral, has to be carried out effectively with correct usage of language.

OR
What do you understand by “Reading Comprehension”? Discuss the techniques of reading
comprehension. [CO-3]
Ans. Reading comprehension is the ability to process written text, understand its meaning, and
to integrate with what the reader already knows. Reading comprehension relies on two abilities
that are connected to each other: word reading and language comprehension. Comprehension
specifically is a "creative, multifaceted process" that is dependent upon four language
skills: phonology, syntax, semantics, and pragmatics.
Some of the fundamental skills or techniques required in efficient reading comprehension
are the ability to:

 know the meaning of words,

 understand the meaning of a word from a discourse context,
 follow the organization of a passage and to identify antecedents and references in it,
 draw inferences from a passage about its contents,
 identify the main thought of a passage,
 ask questions about the text,
 answer questions asked in a passage,
 visualize the text,
 recall prior knowledge connected to text,
 recognize confusion or attention problems,
 recognize the literary devices or propositional structures used in a passage and determine
its tone,
 understand the situational mood (agents, objects, temporal and spatial reference points, casual
and intentional inflections, etc.) conveyed for assertions, questioning, commanding,
refraining, etc., and
 determine the writer's purpose, intent, and point of view, and draw inferences about the writer
(discourse-semantics).
Comprehension skills that can be applied as well as taught to all reading situations include:

 Summarizing
 Sequencing
 Inferencing
 Comparing and contrasting
 Drawing conclusions
 Self-questioning
 Problem-solving
 Relating background knowledge
 Distinguishing between fact and opinion
 Finding the main idea, important facts, and supporting details.
There are many reading strategies to use in improving reading comprehension and inferences,
these include improving one's vocabulary, critical text analysis (intertextuality, actual events vs.
narration of events, etc.), and practising deep reading. The ability to comprehend text is
influenced by the readers' skills and their ability to process information. If word recognition is
difficult, students tend to use too much of their processing capacity to read individual words
which interferes with their ability to comprehend what is read.
Or
What do you mean by business letter writing? Write a letter of enquiry about books to
Ranjana Prakashan Mandir, Agra to purchase some books for your college. Give necessary
information yourself. [CO-3]
Ans. In the days before telephone, Business letter was the only method of sending messages.
Today, in spite of telephone and other electronic media, letter is still an important method of
communication. A letter maintains a personal touch, serves as a record and is a means of keeping
others informed by sending copies. Modern media of transmission like fax and e-mail have high
speed and can transmit the written word instantaneously. Messages are now more informal and
conversational in style. The letter writing style is also changing as a letter may be a confirmation
or a follow up of an earlier message sent by telephone, e-mail or fax.

A business letter is used for carrying out a business or it can be called an activity related to writing
letters in the business world. It is essential for a number of business tasks such as enquiries,
orders, buying, selling, answering queries, lodging complaints and reminders of payments, etc. A
business letter acts as an ambassador of the company. A well-drafted letter can help you to
develop and expand your business along with improving and maintaining relations.

Eshan College of Engineering

Farah,
Mathura (UP)
Date-16/02/2024

Ranjana Prakashan Mandir

Agra

Dear Sir/Madam,
I hope this letter finds you well. I am writing on behalf of Eshan College of Engineering, and I am
interested in purchasing a selection of books for our college library. After conducting extensive
research, we have identified your Ranjana Prakashan Mandir as a reputable and reliable source for
the academic materials we require.

We believe that the books offered by Ranjana Prakashan Mandir align with our educational
objectives. We are particularly interested in the following books:
S.O. Title of the book Writer No. of copies
1 Soft Skills Dr. Ritu Soryam 50
2 Professional Communication Malti Agarwal 50
3 Communication Skills Leena Sen 50

We would appreciate it if you could provide us with information about the availability, pricing,
and any potential discounts for bulk purchases.

Additionally, we would like to inquire about your terms and conditions for placing an order,
payment methods accepted, and the estimated time of delivery. If you have a catalog or list of
available titles, please send it along with your response to assist us in making informed decisions.

We look forward to establishing a mutually beneficial partnership with Ranjana Prakashan Mandir
and appreciate your prompt attention to this matter.

Thank you for your time and consideration. We eagerly await your response.

Sincerely,

Alok Dubey
Librarian
Eshan College of Engineering

Q. 19. What are the different Speech Delivery Methods? [CO-4]

Ans. Good planning is the backbone of good presentation. Equally important or perhaps more
important is the manner of delivery. Antonio, after the assassination of Julius Caesar, delivered a
funeral speech and won the mob by his oratory. The mob that was earlier supporting Brutus and
others suddenly turned against them. It is, of course, the power of speech that may turn a dull
topic into interesting one whereas poor delivery or bad presentation may spoil the entire
presentation howsoever significant it is. So once the speaker has planned and developed the
content of his presentation, he should begin practicing his delivery since it is not so important as
what to say as it's how to say.

There are a variety of delivery methods but a speaker should choose those which are easier to
handle. Some such methods are listed below:

Methods of Delivery

Memorizing the Manuscript: This method of presentation can be one of the most effective
methods of presentation. But it requires an extra-ordinary power to memorize because if the
presenter forgets his lines, his speech will sound stilled/unnatural/too formal. Besides, he will
become a butt of ridicule He, therefore, should avoid to memorize long speeches. Memorizing a
quotation, an opening paragraph, or a few concluding remarks will strengthen his delivery and
impress the audience. It requires arduous efforts.
Reading the Manuscript: It means read out the written material aloud. This method is often used
whenever a complex or technical presentation is made such as the description of some machine or
the policy matters of an organization. Reading intelligibly is an art which can also be learnt after
much practice. Once the manuscript of a presentation is prepared, the reader should do a lot of
practice and rehearse again and again. In verbatim reporting, the reader and listener contact is
often interrupted Moreover, such word for word reporting becomes dull and monotonous. For
effective manuscript presentation, the reader should follow the below mentioned suggestions:
(i) Practice enough so that an eye contact with the audience can be maintained.
(ii) (ii) Be familiar with the text by reading it again and again.
(iii) Learn right pronunciation of the technical terms used.
(iv) Maintain the proper flow of language for which proper pause and voice inflection can
be used.
Speaking from Notes: Making presentation with the help of an outline is a very common method
of presentation. The speaker prepares notes on a sheet or cards and then with the help of
appropriate audio-visual aids, he makes his presentation. This process makes the delivery easy and
also impressive. The speaker while making presentation maintains eye-contact with the audience
and never for a moment presentation becomes mechanical, dull or monotonous (Practice indeed
makes man perfect.) An inexperienced speaker should do proper rehearsal before making
presentation.

Impromptu Speaking: The word impromptu' means done without preparation or planning. The
term impromptu speech, thus, means a speech delivered without any preparation done beforehand.
i. e. unrehearsed delivery in speech Such impromptu speeches of formal mode should be avoided)
They can be made after some caution. To quote Bovee. Thill and Schatzman, "You might have to
give an impromptu, or unrehearsed speech if you're called on to speak unexpectedly or if you're
agreed to speak but neglected to prepare your remarks. Avoid speaking unprepared unless you've
spoken countless times on the same topic or are an extremely good public speaker
Or
What do you mean by Non Verbal communication? Discuss the difference between Verbal
and Non Verbal communication. [CO-4]
Ans. When we communicate our thoughts without using words, we communicate non-verbally.
The popular aphorism "Actions speak louder than words" holds a great deal of meaning when it
comes to understanding the essence of non-verbal communication, Any skilled communicator,
whether the person is a negotiator, or public speaker or a business person, knows very well the
power of the unspoken language and how to hear the unspoken word.

Non-verbal communication is the way in which we express our feelings, emotions, attitudes,
opinions, and views through our body movements. In verbal communication we use words; in
non- verbal communication we use our eyes, hands, face, and other body movements to express
our thoughts. The body and its movements substitute words. It is astonishing how scholars,
researchers, writers, and even ancient wise men have pronounced observations about the subtle
power of non-verbal communication.

In real life, however, verbal and non-verbal communication cannot be separated. Our oral speech
is accompanied by the movement of eyes, use of hands and pitch of our voice. In written
communication, the non-verbal communication signifiers are the use of white space, proper
margins, right kind of fonts, right length of sentence, length of paragraphs, and line spacing. A
page that has matter condensed closely is usually skipped by the reader or it is rejected. A poor
visual appearance of a proposal or a resume will prompt the reader to reject it. The details of the
non- verbal aspects of written communication will be discussed in the chapter on business
communication writing.

The communication in which the sender uses words to transmit the message
to the receiver is known as verbal communication. The communication that takes place between
sender and receiver with the use of signs is known as non-verbal communication.

Difference between Verbal and Non Verbal communication:

BASIS FOR VERBAL COMMUNICATION NON-VERBAL

COMPARISON COMMUNICATION
Meaning The communication in which the The communication that takes
sender uses words to transmit the place between sender and
message to the receiver is known receiver with the use of signs
as verbal communication. is known as non-verbal
communication.
Types Formal and Informal Chronemics, Vocalics,
Haptics, Kinesics, Proxemics,
Artifacts.
Time Consuming No Yes
Chances of transmission of Rarely happens. Happens most of the time.
wrong message

Documentary Evidence Yes, in case of written No

communication.
Advantage The Message can be clearly Helpful in understanding
understood and immediate emotions, status, lifestyle and
feedback is possible. feelings of the sender.
Presence The message can be transmitted The personal presence of both
through letters, phone calls, etc. the parties to communication
so the personal presence of the is a must.
parties, doesn't make any change.

OR
Write short notes about: Chronemics, Proxemics, Tactilics.
Ans. Chronemics

The concept of time and its impact on people is the science of Chronemics. Like proxemics,
Chronemics tool is culture bound. People from low-context cultures have a precise sense of time-
keeping in stark contrast to the time keeping sense of people from high-context cultural
countries/that include India. (Time-keeping, of course, does not mean 'looking at your watch' and
keeping time. It means several things:

 Have you taken an appointment if you wish to meet someone for business purpose?
 Do you inform that the meeting is likely to be of certain duration?
 Do you limit your meeting to specific points?
 Do you intervene and hijack the talk?
 Do you keep people waiting if someone has come to see you?
 Are you punctual for your appointments?
Ask yourself about your time keeping habits and what you are doing to improve yourself.

Of 168 hours per week or 10,080 minutes a week, how do we plan and manage our work? The
way we use our time tells others about our sincerity of purpose, our dedication to our work, and
how serious we are at work. The way we use time tells others about our personality like our
clothing, personal hygiene, and personal habits do!

Time in India is very flexible. Appointments are not kept within a time frame and very often
unpunctuality is taken for granted. Unfortunately it is socially accepted. In a country where time is
stretchable like an elastic band, plenty of time robbers also exist. Unscheduled visits, long
telephone chats, absence of time log books, long memos, and mixing up personal work with office
work are major time robbers. Time robbers reduce our efficiency at work and result into poor time
management. The more we get competitive and professional, more pressure we will have on
ourselves to respect time.

Today's fast paced business world is a slave of time. Time management has emerged as a vital
factor in organizations today.

Proxemics:
It is the study of the distance between people and objects. In inter- national business, proxemics
has emerged as an important area ewing to cross-cultural factors. Different countries have
different cultural patterns. When people with conflicting cultural patterns interact, problems do
get created in understanding one another giving rise to delayed decisions or rejections of orders in
business. Proxemics, the science of space, is an important area of study in non-verbal
communication.

It was Edward Hall, an American anthropologist, who first coined the term 'Proxemics', and
defined the four space zones as
The intimate zone-(0.5 m)

The personal zone-(.5-1.2 m)

The social zone-(1.2-3 m)

The public zone-(3 m)

The language of space is important in the context of business as we are always involved with
human interactions of a high speed nature. Except for the public zone, very often, the mix up of
the other three zones can create problems at work. Every person is surrounded by an invisible
space, a personal territory that belongs to him or her. This personal territory, called the space
bubble, when invaded, can result into a 'bubble burst', causing irritation and displeasure.

For instance, people at work are not always free to attend to queries or requests during work hours
as they may not find time due to the pressure of work. If they are drawn into discussions, face-to-
face, across the table against their willingness, they might feel intruded upon as their space is
invaded. It is important for an individual at work to find out from the non-verbal cues of the
person whether she/he is free to attend to your request.

Personal Space must be Respected

Personal space is culture specific. In the low-context cultural countries, the definition of personal
space, in formal situations, can be quite different. In India, at work place, we are sensitive about
our personal space, which is why any intrusion by another person can cause great disharmony and
the person can be looked upon with suspicion. This is again gender specific. Women in high
context cultural countries, which include India, are sensitive about the use of intimate and social
space at workplace.

Tactilics
Humans do not only communicate through words and eyes, but also through the language of
touch, something that they have learnt from the world of animals. Tactilics is the science of touch
language. It includes touching self, others, and objects. Research shows two kinds of touch
language:

 Bodily contact
 Touching with hands

Bodily contact refers to touches that are accidental and unconscious and any part of the body may
be involved in it. In overcrowded buses and trains, like in India, back-pushes or elbow rubbings,
stepping on someone else's feet, are so common.

Touching implies that the actions are deliberate, conscious, and made primarily by hands. As
Wainright says touching has the 'connotation of a more active involvement of the person doing the
touching.'

The language of touch can have great therapeutic value. A mother's touch on the shoulders of her
worried child can be a source of solace. A worried friend can find assurance when patted on the
back by another friend. Researchers have stated that humans consciously or sub-consciously
express through the language of touch because it fulfills physiological and sociological need.
(Montagu 1971). The needs can be social, sexual, or psychological.

Various kinds of touch are:

 A pat on the shoulder (assurance/encouragement)

 Holding hands and arms (social gesture of goodwill/ goodbye)
 Stroking hair or face/Caressing (in a close relationship, usually sexual one)

Michael Argyle has identified many of such touch behaviours, of course, in western cultures.

In India, the touch language is restricted to people known to one another and that, at best, is the
pat on the shoulder from a senior to a junior or touching both palms together to greet a visitor or a
person, or touching the feet of elderly people to show respect. Tactilics as a subject is a new in
concept in India and hence needs to be explored. However, one has to be careful while using the
touch language. As Wainright says, "bodily contact is a highly sensitive area of body language
which is fraught with dangers with the careless and the unwary."

Q. 20. What is the 4 A technique (Avoid, Alter, Access, Adapt) to remove stress. [CO-5]

Ans. Application of 4 A's (Avoid; Alter; Access; Adapt)

Fortunately, there are another 4 steps to help reduce stress and cope with the inevitable stressors
of everyday life:
1. Avoid: It is possible to escape some of the minor stressors that tend to trouble people: Take
control of the stress that tronbles you by finding ways to make the situation better. Create distance
between you and the reason of the stress. Say no, when necessary.

2. Alter: Communicate clearly and let people know your expectations. It can make a world of
difference. Respectfully ask the person to alter how he/she is treating you. Remember to use "I"
statements when addressing the person about how you feel. State your limitations in advance. For
example, you can say, "I only have five minutes to talk."

3. Accept: Accepting the situation can ease much of the stress when avoiding and altering doesn't
work: Talk with the person about how you are feeling. Call a friend, get coffee with a relative or
schedule an appointment with a therapist. Forgive yourself or others. It is an important element of
accepting stressful situations, and moving on is easier than sitting around stressing about
uncontrollable situations.

4. Adapt: Changing your standards and expectations of stressful situations can help you cope with
stress: Don't strive for perfection. Instead, make reasonable substitutes throughout your daily life.
Choose dinners that are easier to prepare and still make your family happy. Choose to focus on the
positive aspects in your life. Change your perspective by asking yourself if the stressor will matter
in, say five years. Stress is a part of everyday life. Practising these four steps can help to provide
balance for a healthier, happier lifestyle.

Or
How can you improve your leadership skills? [CO-5]

Ans. How to develop leadership skills

To succeed as a leader, it’s essential to commit to continued learning and plan personal growth
and development. Becoming an effective leader involves gaining leadership skills and fine-tuning
key workplace skills. You can accomplish these goals by receiving coaching or mentoring,
gaining experience, taking courses, and enrolling in leadership certificate programs.

Coaching and mentoring

Leadership coaches work with leaders to help optimize their abilities and effectively manage a
team. Leadership coaches and mentors act as supportive advisors who help those being coached
better their workplace relationships and performance on the job.

Mentorship is more of a collaborative relationship between a successful leader and a leader in

training. Mentor/mentee relationships are often more personal and can offer accountability and
help the mentee make beneficial connections, whereby the mentor acts as an advisor.

Experience

Leadership experience can come in many forms. From playing on sports teams to participating in
social groups and volunteering, you can gain experience in leadership in almost any aspect of life.
While these experiences may not directly relate to your career, the skills gained from them can
last a lifetime.
Courses and training

For a more formal method of gaining leadership skills, enroll in training courses. This is a highly
effective way to develop new abilities, enhance existing ones, and establish the foundation for a
successful career in leadership.

Certification

In addition to courses and training, it is also an option to pursue leadership certifications. Through
these programs, you can learn valuable leadership skills and earn a credential for your resume to
increase job prospects in your field.
Or
Write a detailed note on Symptoms of Stress
Ans. From Question No. 15

Course Outcomes:
1. Write professionally in simple and correct English.
2. Demonstrate active listening with comprehension and the ability to write clear and well-
structured emails and proposals.
3. Learn the use of correct body language and tone of the voice to enhance communication.
4. Acquire the skills necessary to communicate effectively and deliver presentations with
clarity and impact.
5. Understand and apply some important aspects of core skills like Leadership and stress
management.