Communication Skills: Bureti Technical Training Institute

COMMUNICATION
SKILLS
BURETI TECHNICAL TRAINING INSTITUTE
© 2019
BTTI SYNTHESISED COMMUNICATION SKILLS NOTES 2018

INTRODUCTION TO COMMUNICATION
Communication
Definition: communication is the giving, receiving, or exchange of information, opinions or ideas by

writing, speech or visual means or a combination of the three so that the material communicated is
completely understood by everyone concerned.
Communication Terms and Concepts
Communicator (Sender/receiver) - the participants in communication. Typically the roles reverse

regularly. The sender is the person or body responsible for sending the message. The sender can be an
individual, or a group such as a company, a department, or even a government ministry or a political
party. The receiver is the person or body which receives the message. The receiver can be an individual
or an organization-a company or some other large group of people. Information. This is the material
from which the communication will be constructed. It is the actual content put across to the listener,
reader or viewer.
Message. Having defined or decided on the information to be conveyed, the sender puts it into the best
form in a process called encoding. When information has been encoded, it is known as the message.
This simply refers to the form the communication takes i.e. a letter, memo, telephone call or even
something as simple as a smile, a shrug of the shoulders or some other gesture.
Encoding. Encoding is the process by which the sender converts the idea into a message by using
verbal or non-verbal mediums of communication. These can be words, signs, gestures, symbols or
body movements. In order to ensure that the message is well understood, the sender uses words and
non-verbal signals that the receiver is familiar with.
Decoding. This is the process of translating words, signs and symbols into meanings. Successful
decoding is the correct understanding of the intent of the message as transmitted by the sender.
Medium. This is the larger group of ways of communicating within which the particular communication
can be classed. There are three main media:
Written communication- letters, memos, books and articles, notices and posters.
Oral communication- that is, any method of using the spoken word, such as meetings, telephone
calls, interviews, lectures and informal discussions.
Visual communication- a drawing, photograph or other means of putting over a message by pictorial
means.
Channels – The channel is the method or methods used to convey a message. The type of
message will determine the channel to be used. Channels include face to face conversations,
telephone calls or video conferences, and written communication like emails and memos.
For written communication it might be a notice board, an internal mail service, memo, report, radio or

the public postal service.
For oral communication it might be a personal interview, a committee meeting or a public

telephone system.
For visual communication it might be a computer printer, a printing press or a fax system. Noise/
barriers – This is the name given to any factors which prevent the proper exchange of information apart
from those caused by the sender or the receiver. Noise can be physical such as the sounds of traffic,
typewriters or telephone bells which interrupt a meeting or it can be some other form of interference e.g.
a bad telephone connection, poor handwriting in a letter, a computer failure which causes the loss of
documents on a fax line, or even a conflicting message or if the speaker‘s facial expression conveys a
different message from that being given orally. Environment (part of context) - that which surrounds
and provides a basis for the meaning/interpretation of a message:
Physical (surroundings)
O Temporal (point in time)
O Relational (the existing relationship between communicators - friends, strangers, etc.)
o Cultural (language and behavior community the communicator(s) come from) The context
helps determine the tone and style of your communication.
Feedback – This is the receiver‘s response to the sender‘s message. The responses can be both verbal
and non-verbal. It is an important factor in the communication process because it helps the sender to
know whether the message has been understood or not.
The Purposes of Communication

According to Camp & Satterwhite (2002), there are four main purposes of communication:
Communicating to Inform
We communicate to tell someone about something. To inform is to pass on information. In the

workplace, you are informing when you explain something to your colleagues, your employees, or your
customers.. If you tell an employee how to operate the copy machine, you are informing; if you tell a
customer how to fill out a form, you are informing. You also inform when you tell another person what
happened. Perhaps you received a phone call from a customer who is angry about his or her service,
and you need to describe the call to your supervisor to learn what to do next. This situation is another
example of communicating to inform.
Communicating to Persuade
This aims to influence people and bring them round to your way of thinking.
Communication in the business world is mainly persuasive. In other words, you are trying to get another
person to do or believe something. In business, you are always selling your ideas, yourself, your
products, or your services. Selling and persuading are nearly synonymous in the business world. You
may be trying to persuade your supervisor to give you a raise, you may be attempting to persuade a
colleague to change a portion of a project on which you are both working, or you may be trying to sell a

customer your company‘s service or product. All of these are examples of persuasion at work.
In order to succeed at persuasion, you must generally give good reasons for the person you are
communicating with to do or believe what you intend.
Communicating to Establish Credibility
Establishing credibility is important for people in business. Credibility is achieved via effective
communication. Credibility enhances an individual‘s or company‘s reputation.
Credible people demonstrate that they have strong emotional character and integrity; they are known
to be honest, steady, and reliable. Credibility is akin to reputation. Increasingly, at an organizational
level, reputation is becoming more important. Sophisticated customers do not make financial
decisions based solely on an organization‘s competitive advantage in the marketplace. Instead,
customers are increasingly sensitive to a company‘s reputation. In fact, public relations have
developed as a functional area to manage the reputations of companies.
Communicating to establish goodwill
This involves maintaining and forming cordial and harmonious relationships with people you are
communicating
Your ability to establish and build relationships affects every aspect of your life. Whether in your social,
academic, or professional life, this ability determines the depth of your relationships with friends, family
members, classmates, and coworkers. Good relationships result in goodwill which is the favourable
reputation that an individual or a business has with customers. Any communication that helps to
develop a better relationship between you and your receiver builds goodwill.
To inquire
This involves obtaining information in various ways,e.g by asking questions or through

formulating questionnaires.
Social interaction.
We communicate to establish and maintain relationships with others
Principles/ essentials of effective communication
Clarity
Be clear about the message you want to deliver, as giving a confused message to your audience only
ends up with them being confused and your message being ignored.
Avoid unnecessary detail.
Conciseness/ Brevity

Communication should be brief. Do not include too much detail that will bore the receiver. The
message should be direct.
Simple.
Avoid the use of big words, jargon and slang. They only confuse the receiver and will lead to
communication breakdown.
Consistency
Make sure that your theme remains the same. Avoid bringing in details which are not central to the
main message.
Medium
There are several ways you can deliver your message—the trick is to use the right one.
The right medium is one:
with the greatest accuracy

with the largest likelihood of audience comprehension/ understanding
with the lowest financial cost

fast
Relevancy
Communicate only what is appropriate and relevant to the audience.
Completeness
Communicated message must be complete. Completeness refers to providing enough information

so that the intent of the message is understood by the receiver. Never make them guess what you
mean and never assume that the audience will know what you mean. Give important information
such as time, date, places, quantities, dimensions etc.
Correctness
The sender must give correct facts and express them in the correct language.
Courtesy
We must create friendship with all those to whom we communicate. Workmates, customers, clients etc
respond positively to those who treat them with respect and kindness. Use words such as please, thank
you, sorry, congratulations etc.

Information Communication Technology (ICT)
Information Communication Technologies can be defined as diverse set of technological tools and
resources used to communicate, to create, disseminate, store, and manage information.‖ This includes
any communication device or application, encompassing: radio, television, cellular phones, computer
and network hardware and software, satellite systems and as well as the various services and
applications associated with them, such as videoconferencing and distance learning.
There are 6 components to an ICT system

Data: raw facts and figures.
Hardware: physical components.

Software: the name given to computer programs.
Information: data that is converted to give it a meaning.
Procedures: a series of actions conducted in a certain order to make sure the system runs smoothly.
People: data is entered by humans, for example a keyboard
Role of ICT in communication
ICT supports the communication and co-operation of people in their organizations and in the creation
and exchange of knowledge.
ICT supports the external relations of the company i.e communication and co-operation with customers,
suppliers and partners. This will allow for an agile and adaptive ICT enabled organization with flexible
patterns of production. This makes for instance mass-customization or even mass-individualization
possible: large-scale delivery of products and services tailored to the wishes of the customer.
Communication technology and virtual reality will support the remote communication between people
with a quality near to face-to-face communication. This supports remote communication in the form of
virtual workshops, virtual classroom or distant learning.
Information technology supports new forms of electronic documents. Multimedia and virtual reality is
useful technologies in support of information exchange and learning processes.
COMMUNICATION PROCESS
Channels of communication
Definition
A communication channel is a means through which a message is sent and received. In other words,

it's the method of communication used.
Factors to consider when choosing a communication channel
Time
The amount of time the message will take to reach the recipient is very important, especially if it‘s
something of urgency. This will mean that the message has to be relayed in the shortest time span
possible so that an appropriate action can take place.
Cost
Many people prefer using a means that is not only reliable, but pocket friendly as well. This will ensure
that they are able to maintain communication at all times without having to strain too much financially.
Confidentiality
Some messages are very sensitive and are meant for the eyes of the recipient only. This means that the
sender has to select a means of communication that conforms with confidentiality, so the message is
not relayed to third parties.
Complexity
The channel used should ensure that the recipient will be able to read and understand the message
clearly. This means that they should factor the complexity of the message in selecting the appropriate
channel.
Distance
The distance the message is supposed to travel and the conditions it should arrive in should also be
considered. This is why many people prefer using electronic mail compared to postal mail.
Reliability
Confidentiality of the message
Types of communication channels
Face-to-Face
Face-to-face is still the preferred communication channel if clarity of message is of primary

importance.
Advantages
Face to face communication allows you to interact with the listener in a back-and-forth discussion.

It also allows you to utilize nonverbal gestures, facial expressions and personal charisma to enhance
the message.
Fast feedback.
Disadvantages
A drawback is the potential that a conflict could become more heated or emotional in a face-to-face
channel.
Tension or stress is also more likely if you have personal conflict with the other person.
No permanent record. Not admissible in court. Cannot be used as evidence.
.Frequent interruptions.
Telephone associated software to transmit electronic mail over a network.
E-mail is a vital communication channel in geographically dispersed companies.
E-mail allows for more flexible response times. You can send a message one day and receive a
response in a few hours or the next day. It allows for conversation that isn't time-pressured, but can
serve for fast turnaround times.
It also allows for the inclusion of files, such as documents or images.

Permanent record.
Prior planning before prior.
Disadvantages
E-mail is less personal than either face-to-face or phone.
Lack of instant clarifications.
Feedback can be slow.
Letters, memos, e-mail, notices, reports e.t.c (Written communication)
Written communication expresses facts and ideas in writing in a clear, convincing and organized
manner. Some of the various forms of written communication that are used internally for business
operations include memos, reports, e-mail, letter, bulletins, job descriptions, employee manuals.
5. TV and Radio (Adv & disadv- assignment)
Advantages of written communication (letters, memos, e-mail, notices, reports e.t.c.)
Permanent record: The documents of written communication act as a permanent record. When it is
needed, important information can be easily collected from the preserved documents. The documents
of written communication are easy to preserve. Oral and non-verbal communication cannot be
preserved.

Precise and explicit. Written communication presents the information more accurately and clearly.
Written communication is clear and straight forward.
Used as a reference: If it is needed, written communication can be used for future reference.
Delegation of authority: Written communication can help the authority to delegate the power and
authority to the subordinate. It is quite impossible to delegate power without a written document.
Longevity: Written document can be preserved for a long time easily.
Disadvantages of written communication (letters, memos, e-mail, notices, reports e.t.c.)
Expensive: Written communication is comparatively expensive. It costs are huge in terms of

stationery and the manpower employed in writing/typing and delivering letters.
Time consuming: Written communication takes time to communicate with others. It is a time
consuming media. It costs the valuable time of both the writer and the reader.
Useless for illiterate person: If the messages receiver is illiterate, understanding written communication
is quite impossible.
Difficult to maintain secrecy: It Secrecy is not always possible to maintain through written
communication.
Delay in response: It takes much time to get a response from the message receiver; prompt
response is not possible in case of written communication like it is possible in oral communication.
Not personal
Stages in the communication process/ The communication cycle/ Basic concepts of

transmission and receipt of information/ Communication Cycle
Information-- Sender (Encodes) ---Channel/ medium/ message----------- receiver (Decodes)
Feedback
Information- Here the sender defines the information to be sent, by thinking about the aim of the
communication and the content to be conveyed.
Encoding- This is the encoding process of putting the information into the form which is most
suitable both to the receiver and to the aim. In most cases, encoding involves putting ideas into words.
Sometimes, however, it will be best to encode an idea in a picture, or even in a gesture. Encoding is a
process through which the message is symbolized.

Transmission- This is the actual transfer of information, by means of a medium and channel.
Receiver- At this point the receiver takes in the message for example by reading a letter, listening to
a speech or looking at a TV programme.
Decoding- The receiver interprets the message given in order to obtain his/ her own idea of the
information it conveys. Decoding is the process in which the message is translated and meaning is
generated out of it.
Feedback- This is the feedback stage. This is the receiver‘s response to the sender‘s message. The
responses can be both verbal and non-verbal. It is an important factor in the communication process
because it helps the sender to know whether the message has been understood or not.
Meaning is the significance that the sender (speaker/ writer/ designer) and the receiver each attach
to a message, and shared meaning occurs when the receiver‘s interpretation of the message is
similar to what the speaker thought, felt, and intended.
Communication barriers
This is the name given to any factors which prevent the proper exchange of information apart from
those caused by the sender or the receiver. Communication barriers can pop-up at every stage of the
communication process (which consists of sender, message, channel, receiver, feedback and context.
Barriers to effective communication
Language barriers. Language barriers occur when people do not speak the same language, or do
not have the same level of ability in a language. However, barriers can also occur when people are
speaking the same language. Sometimes barriers occur when we use inappropriate levels of
language (too formal or informal) or we use jargon or slang which is not understood by one or
more of the people communicating. The receiver is less likely to understand the message if the
sender has trouble choosing the precise words needed and arranging those words in a
grammatically-correct sentence.
Emotional Interference. An emotional individual may not be able to communicate well. If someone is
angry, hostile, resentful, joyful, or fearful, that person may be too preoccupied with emotions to
receive the intended message. If you don‘t like someone, for example, you may have trouble
―hearing‖ them.
Physical Distractions. If a receiver of a communication works in an area with bright lights, glare on
computer screens, loud noises, excessively hot or cold work spaces, or physical ailments, that
receiver will probably experience communication breakdowns on a regular basis. A bad cellular
phone line or a noisy venue can destroy communication. If an E-mail message or letter is not
formatted properly, or if it contains grammatical and spelling errors, the receiver may not be able to
concentrate on the message because the physical appearance of the letter or E-mail is sloppy and
unprofessional.

Channel Barriers. If the sender chooses an inappropriate channel of communication, communication
may cease. Detailed instructions presented over the telephone, for example, may be frustrating for
both communicators.
Long Communication Chain. The longer the communication chain, the greater the chance for error. If a
message is passed through too many receivers, the message often becomes distorted. If a person
starts a message at one end of a communication chain of ten people, for example, the message
that eventually returns is usually liberally altered.
Lack of Interest. If a message reaches a reader who is not interested in the message, the reader may
read the message hurriedly or listen to the message carelessly. Miscommunication may result in
both cases.
Lack of Feedback or inadequate feedback. Since communication is a two-way process, the sender
must search for a means of getting a response from the receiver. Delayed feedback can
interfere with good communication.
Strategies for overcoming barriers to effective communication
It is very important to overcome barriers to effective communication. This involves diagnosing and
analyzing situations, designing proper messages, selecting appropriate channels, assisting receivers
of messages in correct decoding and interpretation of the messages and providing for an efficient and
effective feedback system.
Use of Simple Language: Use of simple and clear words should be emphasized. Use of ambiguous
words and jargons should be avoided.
Reduction and elimination of noise levels: Noise is the main communication barrier which must be
overcome on priority basis. It is essential to identify the source of noise and then eliminate that source.
Active Listening: Listen attentively and carefully. There is a difference between
―listening‖ and ―hearing‖. Active listening means hearing with proper understanding of the
message that is heard. By asking questions the speaker can ensure whether his/her message is
understood or not by the receiver in the same terms as intended by the speaker.
Emotional State: During communication one should not show their emotions as the receiver might
misinterpret the message being delivered. For example, if the conveyer of the message is in a bad
mood then the receiver might think that the information being delivered is not good.
Proper Media Selection: The communicators should properly select the medium of communication.
Simple messages should be conveyed orally, like: face to face interaction or meetings. Use of written
means of communication should be encouraged for delivering complex messages. For significant
messages reminders can be given by using written means of communication such as : Memos, Notices
etc

Ethical issues in communication
Ethics is defined as moral principles that govern a person‘s behaviour or the conducting of an activity.
Characteristics of ethical communication

Conveying the point without offending the audience:
While communicating to the audience, conveying the desired message to them in a polite and
significant manner is of primary importance. There are different ways to explain the things to them
in a much smoother manner.
Maintain a relationship with the audience:
Maintaining the same wavelength/ level with the audience is very important for a communicator to
ensure the audience feels at home. Experienced communicators immediately build a relationship based
on trust with the audience as soon as they start speaking.
Avoid withholding crucial information:
In the modern era, information is vital for all decisions. Hence, it is vital for any organization to be
cautious when communicating with the public. The communicated information should be absolute and
all vital information must be conveyed appropriately. Purposely withholding crucial information might
result in the receivers conceiving a bad image about the organization or the communicator.
Accuracy of information is necessary:

Any information that is to be passed on must be true and accurate. Communicating without checking
the truth of the information can be highly dangerous for the organization. Identification of the source
and testing the information is necessary before communicating it.
Courteous
CLASSIFICATION OF COMMUNICATION
Types of communication
Formal communication: When communication occurs by following the prescribed rules and procedures
of the organization, it is called formal communication. Formal communication is governed by the
established chain of command.
Uses of formal communication
Issuing instruction. The management uses it to pass forth instructions to staff on various subjects.
Inform. Information concerning different issues is conveyed in an organization via formal channels.

This can be vertically or horizontally.
Coordination. Formal communication tends to be used for coordinating routine transactions

within groups and organizations.
Persuade.
Motivate.
Informal communication: When communication does not follow any prescribed rule or procedure, it is
called informal communication. The basis of informal communication is spontaneous relationship
among the participants. Informal communication is sometimes more powerful and more effective that
formal communication.
Uses of informal communication

Supplements formal communication.
Informal communication is useful in supporting the social functions of groups. This is because
organizations are less explicit in regulating social relationships than they are in regulating formal
communication.
Giving or getting help
Giving or getting help refers to joint problem solving for one person‘s benefit. This type of interaction
commonly consists of a question-answer exchange. Often these questions are shouted from a distance
and results are in short, simple answers.
Gets work done. The maintenance of personal networks and social relationships through informal
communication is understood to be a key factor in how people get work done.
Internal communication: Internal communication refers to the flow of information to the internal
participants of an organization. It happens only within the organization. The main purpose of this
communication is to ensure smooth functioning of organizational activities.
Internal communication may be of two types: Vertical communication and horizontal

communication.
Vertical communication: When information flows between superiors and subordinate of an

organization, it is known as vertical communication. Vertical communication can be of three types:
Downward communication, upward communication and diagonal communication.
Downward Communication: Downward communication occurs when information flows form

superiors to subordinates.
Upward Communication: Upward communication occurs when information flows form

subordinates to superiors. Purpose: Through upward communication, subordinates convey their

responses, reactions and performance feedback to their superiors.
Diagonal or cross communication: Diagonal communication occurs when information flows

between persons at different levels who have no direct reporting relationships. Purpose: Diagonal
communication is used to speed information flow, to improve understanding and to coordinate
efforts for the achievement of organizational goals.
Horizontal communication: Where information flows among persons holding the same position or rank
in the organization.
Uses of internal communications
Improving the effectiveness of the organization. The more information people have, the more
quickly they get it and the better connections the better the work done.
Informs. Information from the management gets to the subordinates and vice versa. Message
communicated could be about policy decisions or requests.
Problem solving. This is by providing a channel for everyone's ideas and opinions. Solutions
can be found if communication is encouraged and is effective.
It creates a climate of openness within the organization. If everyone feels he/ she has access to
whatever information he/ she needs or wants, and can talk to anyone in the organization about
anything, it encourages good relations among people and promotes trust.
Through downward communication, superiors send organizational goals, policies, job

assignments, orders, instructions etc to their subordinates.
External communication: Where an organization communicates with external or outside parties.

External parties include customers, suppliers, investors, bankers, insurance companies, government
agencies, local communities etc. the main purpose of external communication is to exchange
information with the outside parties. External communication employs the use of letters, PR,
advertising, emails, presentations etc.
Uses of external communication (Assignment)
Interpersonal communication: Interpersonal communication is an exchange of information

between two or more people. Successful interpersonal communication is when the message
senders and the message receivers understand the message.
Uses of interpersonal communication

Give and collect information.
Influence the attitudes and behaviour of others.

Form contacts and maintain relationships.
Make sense of the world and our experiences in it.

Express personal needs and understand the needs of others.
Give and receive emotional support.
Make decisions and solve problems.
Intra-personal communication
Intrapersonal communication is an individual's internal use of language or thought. It can be useful

to .envision intrapersonal communication as occurring in the mind of the individual. The individual
communicates in his/ her mind through the process of thinking and feeling.
Intrapersonal communication enables an individual to shape self-concept and develop one‘s

convictions. It helps one to think, plan, analyze and interpret ideas and messages. It also provides the
opportunity to think of new ideas and be creative about new decisions, approaches and solutions to
organizational problems.
Uses of intrapersonal communication

Enables one to effectively communicate with others.
In order to successfully communicate with others you must first learn to communicate with yourself.
Intrapersonal communication is the most basic level of communication. You must understand who
you are and what you think of yourself.
Increases focus, concentration and performance. If you believe you cannot do something, your
brain will tell your body exactly that and it will shut down. When you stay encouraged and positive,
your body will also respond in a positive way.
Enables one think things through.
Enables one interpret messages and events.
FORMS OF COMMUNICATION Different Forms of

Communication
Oral Communication
Oral communication includes sounds, words, language and speaking. Language is said to have
originated from sounds and gestures. There are many languages spoken in the world. The basis of
language formation is: gender, class, profession, geographical area, age group and other social
elements. Speaking is an effective way of communicating and is again classified into two types viz.
interpersonal communication and public speaking.
Good Oral communication is an inseparable part of business communication. In a business, you come
across people from various ages, cultures and races. Fluent oral communication is essential, when with

dealing people in business meetings. Also, in business communication self-confidence plays a vital role
which when clubbed with fluent communication skills can lead to success.
Public speaking is another verbal communication in which you have to address a group of people.
Preparing for an effective speech before you start is important. In public speaking, the speech must be
prepared according to the type of audience you are going to face. The content of your speech should
be authentic and you must have enough information on the topic you have chosen for public speaking.
All the main points in your speech must be highlighted and these points should be delivered in the
correct order. There are many public speaking techniques and these techniques must be practiced for
an effective speech.
Advantages of Oral Communication

Verbal Communication has the following advantages:
1. Saving of Time
Under this form of communication the messages are communicated immediately without consuming
any time. Oral communication is the best option during an urgent condition and when immediate action
is necessary.
2. Saving of Money
It saves money as it needs no help of any particular media.

3. More Effective
As there is direct touch/ contact of the sender and receiver message transmission proves to be more
effective. The sender of message can also exercise his personal influence over the receiver of message.
4. Knowledge of Reaction of Message
An important advantage of oral communication is that under this method of communication, the
sender of message can judge the reaction of the message on its receiver. He comes to know whether
the receiver of the message will follow it or not.
Disadvantages of Oral Communication

Oral communication has the following disadvantages:
1. Lack of Proof of Message
The greatest disadvantage of oral communication is that there is no proof of the message
communicated.
2. Not Suitable for Future Reference
Since there is nothing in writing supporting the messages communicated orally, it is not suitable for
future reference. If there is any dispute on any point of the message, it cannot be helped in any way.
3. Not Suitable in Case of Distance
If the receiver and the sender of the message are far from each other, this method of

communication is not suitable because it will increase the cost of communication.
Non-Verbal Communication
Non-verbal communication is the way in which we express our feelings, emotions, attitudes, opinions
and views through our body movements. Body language is a non-verbal way of communication. Body
posture and physical contact convey a lot of information. Body posture matters a lot when you are
communicating verbally to someone. Folded arms and crossed legs are some of the signals conveyed
by a body posture. Physical contact, like, shaking hands, pushing, patting and touching expresses the
feeling of intimacy. Facial expressions, gestures and eye contact are all different ways of
communication. Reading facial expressions can help you know a person better.
Creative and aesthetic non-verbal communication includes singing, music, dancing and
sculpturing. Symbols and sign language are also included in non-verbal communication.
When we communicate, non-verbal cues can be as important, or in some cases even more important,
than what we say. Non-verbal communication can have a great impact on the listener and the outcome
of the communication.
Non-verbal communications include facial expressions, the tone and pitch of the voice, gestures
displayed through body language (kinesics) and the physical distance between the communicators
(proxemics). These non-verbal signals can give clues and additional information and meaning over and
above spoken (verbal) communication.
Non-verbal Messages Allow People To:
Reinforce or modify what is said in words. For example, people may nod their heads vigorously when
saying "Yes" to emphasise that they agree with the other person, but a shrug of the shoulders and a sad
expression when saying "I'm fine thanks,‖ may imply that things are not really fine at all!
Convey information about their emotional state.
Define or reinforce the relationship between people.

Provide feedback to the other person.
Regulate the flow of communication, for example by signalling to others that they have finished
speaking or wish to say something.
Non-verbal communication include:

Body Movements (Kinesics)
Posture
Eye Contact (occulesics)
Para-language
Closeness or Personal Space (Proxemics)
Facial Expressions

Body Language or Body Movements (Kinesics)
Body movements include gestures, posture, head and hand movements or whole body movements.
Body movements can be used to reinforce or emphasise what a person is saying and also offer
information about the emotions and attitudes of a person. However, it is also possible for body
movements to conflict with what is said. A skilled observer may be able to detect such discrepancies in
behaviour and use them as a clue to what someone is really feeling.
Research work has identified the different categories of body movement/ gestures that are
detailed below with each category describing the purpose they commonly serve:
Emblems: these gestures have direct verbal translations, like nodding the head for ‗yes‘, shaking the
head for ‗no‘ or waving the hand for ‗hello‘. They may be used in place of words.
Illustrators: Gestures which accompany words to illustrate a verbal message are known as illustrators.
For example, the common circular hand movement which accompanies the phrase 'over and over
again', or nodding the head in a particular direction when saying 'over there'.
Affect Displays: These are facial expressions or gestures which show the emotions we feel.
These are often unintentional and can conflict with what is being said. Such expressions give
strong clues as to the true emotional state of a person.
Regulators: Gestures used to give feedback when conversing are called regulators, for example
head nods, short sounds such as 'uh-huh', 'mm-mm', and expressions of interest or boredom.
Regulators allow the other person to adapt his or her speech to reflect the level of interest or
agreement. Without receiving feedback, many people find it difficult to maintain a conversation.
Adaptors: these are unconscious movements of the body that originate from the nervous state of
our mind. E.g. in an interview, when the candidate is nervous or uncomfortable with the questions
asked, he/ she may unconsciously crack knuckles, shake legs or tap the foot
Posture
Posture can reflect people's emotions, attitudes and intentions. Research has identified a wide range
of postural signals and their meanings, such as:
Open and Closed Posture: Two forms of posture have been identified, ‗open‘ and ‗closed‘, which may
reflect an individual's degree of confidence, status or receptivity to another person. Someone seated in a
closed position might have his/her arms folded, legs crossed or be positioned at a slight angle from the
person with whom they are interacting. In an open posture you might expect to see someone directly
facing you with hands apart on the arms of the chair. An open posture can be used to communicate
openness or interest in someone and a readiness to listen, whereas the closed posture might imply
discomfort or disinterest.
Eye Contact (occulesics)

This is the science of the movement/ grammar of our eyes. Eye contact serves three main
purposes:
To give and receive feedback: Looking at someone lets them know that the receiver is concentrating
on the content of their speech. Not maintaining eye contact can indicate disinterest. Communication
may not be a smooth process if a listener averts their eyes too frequently.
To let a partner know when it is their 'turn' to speak: This is related to the above point. Eye contact
is more likely to be continuous when someone is listening, rather than speaking. When a person has
finished what they have to say, they will look directly at the other person and this gives a signal that
the arena is open. If someone does not want to be interrupted, eye contact may be avoided.
To communicate something about a relationship between people: When you dislike someone, you
tend to avoid eye contact and pupil size is often reduced. On the other hand, the maintenance of
positive eye contact signals interest or attraction in a partner.
Eye grammar (what eyes communicate)
Staring eyes. Too much eye contact which show superiority or lack of respect, a threatening
attitude or a wish to insult.
Too little eye contact. It indicates dishonesty, impoliteness, insincerity, and also shyness.
Withdrawal of eye contact. This is considered a sign of submission.
Para-language (paralinguistics)
Para-language relates to all aspects of the voice which are not strictly part of the verbal message,
including the tone and pitch of the voice, the speed and volume at which a message is delivered, and
pauses and hesitations between words.
These signals can serve to indicate feelings about what is being said. Emphasising particular
words can imply whether or not feedback is required.
A voice that has tremors will not make feel very positive about the speaker.
A high speed of talking in interviews or negotiations or presentations will not instill confidence in
the interviewers or audience.
Closeness and Personal Space (Proxemics) The study of

personal space is termed proxemics.
Every culture has different levels of physical closeness appropriate to different types of relationship,
and individuals learn these distances from the society in which they grew up. When someone
violates an appropriate distance, people may feel uncomfortable or defensive. Their actions may
well be open to misinterpretation.

In Western society, four distances have been defined according to the relationship between the people
involved.
The Four Main space zones/ distances
Intimate Distance (touching to 45cm)

Personal Distance (45cm to 1.2m)
Social Distance (1.2m to 3m)

Public Distance (3m)
These four distances are associated with the four main types of relationship - intimate, personal, social
and public.
Each of the distances are divided into two, giving a close phase and a far phase, thus making eight
divisions in all. It is worth noting that these distances are considered the norm in Western Society:
Intimate Distance: Ranges from close contact (touching) to the 'far' phase of 15-45cm. In British
society, it tends to be seen as an inappropriate distance for public behaviour and, as mentioned above,
entering the intimate space of another person with whom you do not have a close relationship can be
extremely disturbing.
Personal Distance: The 'far' phase of personal distance is considered to be the most appropriate for
people holding a conversation. At this distance it is easy to see the other person's expressions and eye
movements, as well as their overall body language. Handshaking can occur within the bounds of
personal distance.
Social Distance: This is the normal distance for impersonal business, for example working together in
the same room or during social gatherings. Seating is also important; communication is far more
likely to be considered as a formal relationship if the interaction is carried out across a desk. In
addition, if the seating arrangements are such that one person appears to look down on another, an
effect of domination may be created. At a social distance, speech needs to be louder and eye contact
remains essential to communication, otherwise feedback will be reduced and the interaction may end.
Public Distance: Teachers and public speakers address groups at a public distance. At such distances
exaggerated non-verbal communication is necessary for communication to be effective. Since subtle
facial expressions are lost at this distance so clear hand gestures are often used as a substitute. Larger
head movements are also typical of an experienced public speaker who is aware of changes in the way
body language is perceived at longer distances.
Advantages of non-verbal communication
Complementary: Non-verbal cues complement an oral message by adding to its meaning. You
can pat someone you offended at the back as you say sorry to him or her.

Easy presentation: Information can be easily presented in non-verbal communication through using
visual, audio-visual and silent means of non-verbal communication.
Substituting: Non-verbal message may substitute for the oral message especially if the oral message is
blocked by noise, interruption, long distance etc. for example: gestures-finger to lips to indicate need for
quite, facial expressions- a nod instead of a yes.
Accenting: Often used to accent a verbal message. Verbal tone indicates the actual meaning of
the specific words.
Repeat: Used to repeat the verbal message (e.g. pointing a direction while stating directions.)
Help to illiterate people: This type of communication uses gestures, facial expressions, eye contact,
proximity, touching etc. and without using any spoken or written word. So, it is very much helpful for
illiterate people.
Help to handicapped people: Non-verbal cues of communication greatly help in handicapped

people especially to deaf people. Deaf people exchange message through the movements of
hands, fingers, eye ball etc.
Attractive presentation: Non-verbal communication is based on visual, picture, graph, sign etc. that can
be seen very much attractive.
Quick expression of message: Non-verbal cues of communication like signs and symbols can also
communicate some messages very quickly than written or oral messages.
Disadvantages of non-verbal communication
Vague and imprecise: Non-verbal communication is quite vague and imprecise. This is because this
communication there is no use of words or language which expresses clear meaning to the receiver. No
dictionary can accurately classify them. Their meaning vary according to culture and context.
Continuous: It is possible to stop talking in oral communication, but it is generally not possible to stop
nonverbal cues. Also, spoken language has a structure that makes it easier to tell when a subject has
changed, for instance or to analyze its grammar. Nonverbal does not lend itself to this kind of analysis.
Multi-channel: while watching someone‘s eyes, you may miss something significant in a hand gesture.
Everything is happening at once and therefore it may be confusing to try to keep up with everything.
Most of us simply do not do so, at least not consciously.
Culture-bound: Different cultures have different meanings and interpretations of different non-
verbal messages.
Long conversations are not possible: In non-verbal communication, long conversation and
necessary explanations are not possible. No party can discuss the particular issues of the
messages.
Difficult to understand: Difficult to understand and requires a lot of repetitions in non-verbal

communication. Since it uses gestures, facial expressions eye contact, touch etc. for communicating
with others which may not be understandable for the simple and foolish people.
Not everybody prefers: Everybody not prefers to communicate through non-verbal communication
with others. Sometimes it cannot create an impression upon people or listeners. It is less influential
and cannot be used everywhere. It is cannot be used as a public tool for communication.
Lack of formality: Non-verbal communication does not follow any rules, formality or structure like
verbal. In most instances, people unconsciously and habitually engage in non-verbal
communication by moving the various parts of their bodies.
Costly: In some cases non-verbal communication involves huge cost. For example, neon sign,
power point presentation, cinema etc are very much costly compared to others form of
communication.
Distortion of information: Since it uses gestures, facial expressions, eye contact, touch, sign, sound,
paralanguage etc. for communicating with others, there is a great possibility in distortion of
information in non-verbal communication.
Written Communication
Written communication is writing the words which you want to communicate. Good written
communication is essential for business purposes. E-mails, reports, articles and memos are some of
the ways of using written communication in business. Written communication can be used for formal
business communication and also for informal communication purposes. Mobile SMS is an example
of informal written communication.
Advantages of Written Communication
The written communication can be edited and amended many times before it is
communicated. This is one of the main advantages of using writing as the major means of
communication in business activity.
No need of Personal Contact
Economical
If the receiver and sender of the message are far apart, it is economical to communicate the
message in writing because communicating by post is cheap and quite economical.
Written Proof
Written communication provides a proof for future reference. If there is any dispute the message may
be referred to.

Disadvantages of Written Communication
Written communication has the following disadvantages:
1. Delay
There is delay because the message is writing is communicated after a certain process is completed.
It is prepared, edited, proofread etc before the written communication is delivered. Consequently, the
message is delayed.
2. Lack of Secrecy
There is no secrecy in written communication. Secrecy cannot be maintained because these

messages can be accessed by anyone.
3. Costly
Written communication involves heavily expenditure. If the receiver and sender of message are near to
each other, it is fairly costly to communicate in writing.
Visual communication
Visual communication is visual display of information, like, photography, signs, symbols and
designs. Television and video clips are the electronic form of visual communication.
Advantages of visual communication

Conveys information in a fast manner
Visual communication is very fast as far as conveying a message is concerned. A graph for example,
showing company‘s expenditure in a financial year, can be understood just at a glance, compared to
paragraphs of text or a speech to convey the same information. Through visual communication
complex facts and figures can be easily absorbed/ understood.
Better understanding and retention
A picture is retained in our memory longer than words or quotes. Research shows that people
remember visuals the best, followed by speech, accompanied by reading.
Impactful
A graphic of any kind can elicit a stronger reaction from the reader. Compare saying "Nature is a
wonderful thing" to an audience, to an image of young, cuddly animals. The image will move people
emotionally and be more effective.
Effective

It is a much more efficient way of communicating - not just in time required for relaying information,
the effort is much less too. For example, if I had to describe the usage of a pen to a group of people, it
would be much easier for me to do so with a pen at my aid, and the point would get across better when
those present actually see the pen being written with.
Removes ambiguities
Ambiguities are more common with only oral communication, especially now with globalization, as
people from diverse backgrounds and linguistic abilities are working together. A visual, on the other
hand, makes everything very clear. For example, if I say "The Kremlin is a colorful, domed structure",
some would imagine it to be like a grand cathedral, whereas a few others would think of it shaped liked
an igloo. But with a picture, everyone would instantly know how it actually looks.
Captivates and retains audience attention
When visuals are used instead of a simple speech, it makes a person more involved and connected, as
visuals are able to pull down most barriers of communication, and open up people.
It enables comparisons to be made and recognized easily.
Disadvantages of visual communication
Costly: The visual methods of communication are more costly than those of other methods. To
draw maps, charts, diagram is costly. That is why only large companies or organization can use this
technique. High quality images, pictures and graphics, require additional resources to produce.
Besides, using lower quality visuals has been proven to reduce credibility.
Complex presentation: Sometimes visual presentation of information becomes complex. Thus the
receivers cannot understand the meaning of the presentation.
Incomplete method: This technique is considered as an incomplete method. Visual presentation

is not sufficient to communicate effectively and clearly but also it can be successfully used with
oral communication. Also only a small amount of information can be conveyed via a graphic. A
very detailed visual will look cluttered, overwhelm the reader, and reduce its impact.
Time consuming: Making a graph or pie chart requires more time and effort, as it involves
selecting, compiling, and presenting a large amount of information in a visually-pleasing
manner. Whereas oral communication takes no time to exchange information.
Distracting. Visuals can be distracting, shifting the focus away from the presentation itself. For
example, using a fancy, illegible font can actually distract members of the audience from what is
being said. A visual can also close up the viewer, if it is too disturbing or controversial.
Problem for general readers: General people are not prefers to communicate through visual
communication with others. Sometimes it cannot create an impression upon people or listeners. It
is less influential and cannot be used everywhere.

Audio-visual communication
This is the use of both a sound and a visual component for communication. It involves the use of slide-
tape presentations, films, HYPERLINK "http://en.wikipedia.org/wiki/Television_program" television
programs, church services and live theater productions.
Disadvantages
Technical Problems
Regardless of your equipment, there are many things that could go wrong that may disrupt your
presentation. A bulb might burn out on your projector or it might be blurry or hard to focus. When using
a PowerPoint presentation, font and colors may show up differently on screen or the music and sound
might not play. CDs can skip. DVDs may be scratched or not compatible with your player.
Distractions
Visual aids are more of a distraction if used throughout the entire presentation versus during key points.
Special effects and light from the projector can draw attention away from the speaker. Too much
information can also be distracting, because the audience will be trying to read and/or take notes while
the speaker has moved on to the next subject. There also may be too many slides for the audience to
interpret or the audio and visual may not match up. An entertaining video can take the focus off the
speaker and the presentation, while a dry video and low lighting can put students to sleep.
Expensive
Professionally created audiovisuals are expensive. Slides, videos, and films cost money unless
borrowed from a library. The equipment used e.g. video cameras, computer hardware and software
can be very costly.
Time
Audiovisual presentations can take a considerable amount of time to prepare. It takes time to produce
your own video or slides. Films may be difficult to obtain, or it can take time to get permission to use
them. Posters and transparencies may require extensive preparation. Creating a PowerPoint
presentation can also be time consuming.
Space
If you choose to use an audiovisual aid, the size of the room should be taken into consideration. It is
critical that all students are able to see or hear your presentation. If the room is too large for everyone
to see the visual aid, or if part of your audience is forced to view the presentation at odd angles, some
students will struggle to keep up with your lesson.
Convenience

Certain audiovisual aids such as VCRs for older video recordings, can be bulky and difficult to
transport.
OFFICIAL ETIQUETTE, PROTOCOL AND DIPLOMACY Etiquette
Definition
Etiquette is defined as the code of ethical behaviour regarding professional practice or action among
the members of a profession in their dealings with each other. It includes conventional requirements
as to social behavior and conduct as established in any class or community or for any occasion.
Communication Etiquette therefore involves courteous and well-thought out interaction between
individuals or groups that includes informed speech, attentive and active listening and a sincere grasp
or understanding of what is being communicated.
In the business world, good manners are essential for getting ahead. Proper etiquette can help people
land jobs, get promotions and establish excellent relationships with others. The most successful
businessmen and women know how to turn on the charm and exhibit their best business etiquette to
get the job done professionally and effectively (Houston Chronicle (2015).
Need/ importance for Etiquette

Etiquette makes you a cultured individual
Etiquette teaches you the way to talk, walk and most importantly behave in the society.
Etiquette is essential for a lasting first impression. The way you interact with your superiors, parents,
fellow workers, friends speak a lot about your personality and up- bringing.
Etiquette enables the individuals to earn respect and appreciation in the society. No one would feel
like talking to a person who does not know how to speak or behave in the society. Etiquette inculcates
a feeling of trust and loyalty in the individuals. One becomes more responsible and mature. Etiquette
helps individuals to value relationships.
Communication etiquette
Acknowledge communications: When someone communicates with you, respond in a way that
indicates you got the message and will act appropriately. In some cases, the response will simple be a
thank you.
Provide follow up on previous communications: When you have had a communications, there is an
expectation of something being done. You take the action as communicated. The remaining thing to be
done is to communicate what has been done.
Be respectful in all communications: There is never a time when you should be disrespectful of those
you communicate with – even if you are responding to communications that were disrespectful to

you.
Communicate new information to those who need the information: Whenever you obtain information
that is generally not known by others, provide people with this information. The key is to think of who
needs to know the information and what parts of the information would be useful to these people.
Communicate through the appropriate media: Tough sensitive issues should be communicated in
person. Information that is primarily factual can be communicated electronically.
Communications that require discussion does not work well electronically.
Communicate through channels: You should rarely communicate directly to those above your functional
leader or client unless approved by the person above you. The only time when skipping of your boss
might be appropriate is when there is an ethical or similar issue where your boss is uninvolved.
Use the correct titles: You need to learn how to address different people. Some will have titles. Some will
prefer to be addressed formally (Mr., Ms).
Telephone Etiquette- It is essential to learn how one should interact with the other person over the
phone. Telephone etiquette refers to the way an individual should speak on the phone. Never put the
other person on long holds. Make sure you greet the other person. Take care of your pitch and tone.
Politeness. Remember to always say please and thank you when you interact with others, in
person or over written correspondence. Being polite makes you pleasant to work with and shows
respect.
Protocol
Protocol is a system of rules that explain the correct conduct and procedures to be followed in
formal situations. Most of the communication encounters in business are formal.
Communication protocol therefore means standard procedures that are adhered to in
communication activities in an organization.
A company needs an overall communication protocol to establish a minimum standard of

dialogue and interaction which is directly proportional to the scenario at hand. To put it more
simply, the more important the issue, the higher the level of effective communication required.
With an effective communication protocol in place, what your clients will see is excellence in
service and they will be aware of the stage in which some process or activity they are interested
in has reached.
A complete communication protocol consists of the following:
It shows who is included in the communications.
It indicates what will be communicated. It shows how far or deep the communication will go.
It gives guidelines on when to communicate.

It tracks of the communication in order to ensure that it is maintained and effective.
It explains why a certain level or depth of communication required for a given issue.
It shows the channel to use e.g. phone, e-mail, posting on website, face to face presentation e.t.c.
Diplomacy
Definition:
It is the art of dealing with people in a sensitive and effective way. It involves the skill in handling
affairs without arousing hostility.
We all need to know what to say and how to say it in any situation. We need to know how to
communicate with diplomacy, tact and confidence.
The way in which we communicate can elicit positive or negative emotions. If we communicate
aggressively, without respect or sensitivity, or angry emotions we will prevent effective
communication from taking place. Communicating with diplomacy and tact is an approach that
combines strength and sensitivity and keeps negative emotions at bay.
Why be diplomatic?
In modern day and age, one has to practice diplomacy as it is essential to get one‘s way in a
world that is highly competitive. What you say matters a lot. One has to be careful while
conveying issues as they would have an impact on one‘s surroundings. Building up of personal
relationships depends upon your choice of words and how you convey them to the concerned
person.
It is essential to be diplomatic as what we convey does influence others actions. Much has to be
accomplished in our daily lives, and we need to interact with others in order to achieve it. We may have
to convince others and also get our way.
In the arena of international politics, much is conveyed diplomatically. Countries have to foster
relations between each other and naturally they have to be very careful in their public dealings.
Diplomacy plays an important role in striking deals. Senior leaders of various countries do not convey
much in their talks. They have to be careful in what they say. They do not reveal or convey everything.
They play with words. In fact, they do a lot of ―sweet talk‖.
How to be diplomatic in communication.
Think before you communicate. Even if you are angry or felling offended, think before you say or do
anything. Try to keep calm and evaluate the situation objectively and assess the factual information
before you without including emotions.
Use decisive language. Speak clearly in simple language so that the person or people you are

addressing won‘t misunderstand your points.
Be non-confrontational. Avoid language that could be heard as confrontational or overly aggressive.
Avoid highly emotional situations. If you are involved in a discussion that‘s already emotionally
charged or argumentative, suggest to the parties involved to take a break and return to it after calm has
returned.
Choose a diplomatic posture. Use neutral body language to put your points across. Maintain eye
contact. Avoid waving your hand when you talk as this can be viewed as aggressive or distracting.
Do not engage in smiling all the time as it indicates lack of serious intent. People will not take you
seriously.
Stand your ground. Be firm in your responses and opinion but allow some degree of flexibility.
Advantages of being diplomatic

One strikes deals.
One is able to win over people.

Keeps enemies at bay.
Settle disputes amicably.

Also it makes you more closer to people as you are less likely to offend them
Telephone etiquette
When talking hold the mouthpiece an inch away from your lips and the earpiece close to the ears.
Speak politely, confidently and in a positive and friendly tone.
Always be prepared to receive a call. To give and to receive information. Have a paper, pen or pencil,
telephone directory and an appointment book near or at hand.
When you pick the receiver, you should first introduce your company, the department or even you if
desirable. Say a pleasant ‗good morning‘ or ‗good afternoon‘. It adds a cordial note to the response.
Listen carefully without interrupting the caller.
If part of the message is not clear, politely ask the caller to repeat it.
Avoid mumbling words together or talking through the nose or teeth.

Avoid clichés like ‗yes‘, ‗ah‘, ‗I see‘, etc.
Do not shout into the telephone. Do not speak too low. Try to be as natural as possible. Try to speak
as if the person you are speaking to is sitting next to you.
In long distance calls, it is good to be loud but shouting should be avoided at all costs.

In telephonic communication. Time is the most vital factor and so do not waste time in idle personal
talk. But at the same time do not sound abrupt also.
WRITING SKILLS
Good writing skills are essential for effective communication. Learning to write well takes time and
practice.
Punctuation is the system of signs or symbols given to a reader to show how a sentence is
constructed and how it should be read.
Sentences are the building blocks used to construct written accounts. They are complete statements.
Punctuation shows how the sentence should be read and makes the meaning clear. Every sentence
should include, at least, a capital letter at the start, a full stop, exclamation mark or question mark at
the end. This basic system indicates that the sentence is complete.
The Comma (,)

The comma is useful in a sentence when the writer wishes to:
pause before proceeding

add a phrase that does not contain any new subject
separate items on a list

use more than one adjective (a describing word, like beautiful)
For example, in the following sentence the phrase or clause between the commas gives us more
information behind the actions of the boy, the subject of the sentence:
The boy, who knew that his mother was about to arrive, ran quickly towards the opening door. Note
that if the phrase or clause were to be removed, the sentence would still make sense although there
would be a loss of information. Alternatively, two sentences could be used: The boy ran quickly
towards the opening door. He knew that his mother was about to arrive.
Commas are also used to separate items in a list.
For example:
The shopping trolley was loaded high with bottles of beer, fruit, vegetables, toilet rolls, cereals and
cartons of milk. Note that in a list, the final two items are linked by the word ‗and‘ rather than by a
comma.
Commas are used to separate adjectives.
For example:

The boy was happy, eager and full of anticipation at the start of his summer holiday.
As commas represent a pause, it is good practice to read your writing out loud and listen to where you
make natural pauses as you read it. More often than not, you will indicate where a comma should be
placed by a natural pause. Although, the ‗rules‘ of where a comma needs to be placed should also be
followed.
For example:
However, it has been suggested that some bees prefer tree pollen.
Full Stop (.)
A full stop should always be used to end a sentence. The full stop indicates that a point has been made
and that you are about to move on to further explanations or a related point.
Less frequently, a series of three full stops (an ellipsis) can be used to indicate where a section of a
quotation has been omitted when it is not relevant to the text, for example:
―The boy was happy… at the start of his summer holiday.‖
A single full stop may also be used to indicate the abbreviation of commonly used words as in the
following examples:
Telephone Number = Tel. No.
September = Sept.
Pages = pp.
Exclamation Mark (!)
An exclamation mark indicates strong feeling within a sentence, such as fear, anger or love. It is also
used to accentuate feeling within the written spoken word.
For example:
―Help! I love you!‖
In this way, it can also be used to indicate a sharp instruction
―Stop! Police!‖ or to indicate

humour
―Ha! Ha! Ha!‖
The exclamation mark at the end of a sentence means that you do not need a full stop. Exclamation
marks are a poor way of emphasising what you think are important points in your written
assignments; the importance of the point will emphasise itself without a sequence of !!!
in the text. An exclamation mark should only be used when absolutely essential, or when taken from a

direct quote.
The exclamation mark should be used sparingly in formal and semi-formal writing.
Question Mark (?)
The question mark simply indicates that a sentence is asking a question. It always comes at the end
of a sentence:
For example:
Are we at the end?
Note that the question mark also serves as a full stop.
Semi-colon (;)
The semi-colon is perhaps the most difficult sign of punctuation to use accurately. If in doubt, avoid
using it and convert the added material into a new sentence.
As a general rule, the semi-colon is used in the following ways:
When joining two connected sentences. For example:
We set out at dawn; the weather looked promising.
The semi-colon can also be used to assemble detailed lists. For example:
The conference was attended by delegates from Paris, France; Texas, USA; London, UK;
Stockholm, Sweden; Colombo, Sri Lanka; and Mumbai, India.
Colon (:)
The colon within a sentence makes a very pointed pause between two phrases. There are two main
uses of the colon:
It is most commonly used when listing. For example:
She placed the following items into the trolley: beer, fruit, vegetables, toilet rolls, cereals and cartons
of milk.
Or it can be used within a heading, or descriptive title.
A colon may introduce direct speech
A colon separates hours from minutes E.g. 11:30am
A colon introduces an example or an explanation of something already mentioned E.g. The miser had

one wish: to keep all his money.
Apostrophe (’)
The apostrophe, sometimes called an inverted comma has two main uses.
The apostrophe indicates possession or ownership.

For example:
The girl's hat was green, (girl is in the singular).
This shows the reader that the hat belongs to the girl.
The girls' hats were green, (girls in this instance are plural, i.e. more than one girl, more than one hat).
This indicates that the hats belong to the girls.
Another use of the apostrophe is to indicate where a letter is omitted:

For example:
We're going to do this course. (We are going to do this course.)
Isn‘t this a fine example of punctuation? (Is not this a fine example of punctuation?)
The time is now 7 o‘ clock. (The time is now 7 of the clock)

Note that a common mistake is to confuse its with it’s.
It’s indicates to the reader that a letter has been omitted.

For example:
It’s a lovely day is an abbreviated way of saying: It is a lovely day.

Note that in most formal writing, the practice of using abbreviated words is inappropriate.
See also: Common Mistakes in Writing for more on using apostrophes correctly.
Quotation or Speech Marks (“….”)

Quotation or speech marks are used when quoting someone else's speech or writing.
For example:
My grandpa said, "Share your chocolates with your friends."
Hyphen (-)
The hyphen is used to link words together.
For example:
sub-part
eighteenth-century people
week-end
second-class post

gender-neutral
non-verbal
The hyphen is also used when a word is split between two lines. The hyphen should be placed
between syllables at the end of the upper line and indicates to the reader that the word will be
completed on the next line.
Computer applications such as Word Processors can be set to automatically hyphenate words for you,
although it is more common to use extra spacing to avoid hyphenation.
Brackets ( )
Brackets always come in pairs ( ) and are used to make an aside, or a point which is not part of the
main flow of a sentence. If you remove the words between the brackets, the sentence should still make
sense.
For example:
―The strategy (or strategies) chosen to meet the objectives may need to change as the
intervention continues.‖
Brackets are also used in text citations. E.g. According to Jane (2014) climate change is to blame for
the disrupted rainfall patterns in Kenya,
Slash (/)
Many people use the slash instead of or, and etc. There is, however, a modern convention in gender-
neutral writing to use ‗she/ he‘.
Courtesy in writing
Communicating in a business environment involves communicating with individuals. In both written

and oral communication, it is possible to be courteous while being direct and business-oriented. The
writer should be aware of the reader‘s feelings. Most people respond more readily to a positive
interaction, according to a study conducted by the University of North Carolina that found 52 percent of
those interviewed said they ―lost work time worrying about incidents of rudeness.‖
Strategies used:
Proper titled
Everyone appreciates having the correct titles attached to their name. If a person is a doctor or if a
woman is married, they expect to have the correct salutation in a business letter. E.g. Mr., Mrs., Miss, Dr,
Hon e.t.c.
Proper greetings

The standard and most widely accepted way that a greeting is used to open a letter is ―Dear,‖ followed
by the proper salutation, and the person‘s last name. If you write a letter without using this standard
opening, it may immediately alienate your reader. Also, the greeting of ―To Whom it May Concern,‖
often comes off as cold or distant.
Proper tone
You should always try to use the appropriate tone or attitude in your business correspondence. The
better you know someone, the more informal the tone can be. However, in most business settings, the
tone should remain somewhat formal. This formal tone relays the fact that your message is courteous,
but should also be taken seriously. The proper tone should make the reader comfortable, while
maintaining a certain level of respect.
Clarity
Courteous writing should be respectful, clear, and concise. Clarity is important because it does not
waste valuable time. Confusing messages will often be perceived as wasteful by the reader. Clarity of
thought and purpose is another essential element of a courteous letter.
Use Nondiscriminatory Language
Nondiscriminatory language is language that treats all people equally. It does not use any
discriminatory words, remarks, or ideas. It is very important that the business writer communicate in a
way that expresses equality and respect for all individuals. Discriminatory language can come between
your message and your reader. Make sure your writing is free of sexist language and free of bias based
on such factors as race, ethnicity, religion, age, sexual orientation, and disability. Use neutral job titles.
E.g. use the word Chairman but not Chairperson
Stress the Benefits For the Reader
Write from the reader's perspective. Instead of simply writing from the perspective of what the reader
can do for you, write in a way that shows what you can do for the reader. A reader will often read a
document wondering "What's in it for me?" It is your job to tailor your document accordingly.
Stressing reader benefits will help you to avoid sounding self-centered and uninterested.
Use positive words and avoid negative words.
What is a paragraph?
A paragraph is a collection of related sentences dealing with a single topic. Learning to write good
paragraphs will help you as a writer stay on track during your drafting and revision stages. Good
paragraphing also greatly assists your readers in following a piece of writing. You can have fantastic
ideas, but if those ideas aren't presented in an organized fashion, you will lose your readers (and fail to

achieve your goals in writing).
The Basic Rule: Keep one idea to one paragraph
The basic rule of thumb with paragraphing is to keep one idea to one paragraph. If you begin to
transition into a new idea, it belongs in a new paragraph. There are some simple ways to tell if you are
on the same topic or a new one. You can have one idea and several bits of supporting evidence within a
single paragraph. You can also have several points in a single paragraph as long as they relate to the
overall topic of the paragraph. If the single points start to get long, then perhaps elaborating on each of
them and placing them in their own paragraphs is the route to go.
Elements of a paragraph
To be as effective as possible, a paragraph should contain each of the following: Unity, Coherence, A
Topic Sentence, and Adequate Development. As you will see, all of these traits overlap. Using and
adapting the following elements to your writings will help you construct effective paragraphs.
Unity
The entire paragraph should concern itself with a single focus. If it begins with one focus or major
point of discussion, it should not end with another or wander within different ideas.
Coherence
Coherence is the trait that makes the paragraph easily understandable to a reader.
A topic sentence
A topic sentence is a sentence that indicates in a general way what idea or thesis the paragraph is
going to deal with. Although not all paragraphs have clear-cut topic sentences, and despite the fact that
topic sentences can occur anywhere in the paragraph (as the first sentence, the last sentence, or
somewhere in the middle), an easy way to make sure your reader understands the topic of the
paragraph is to put your topic sentence near the beginning of the paragraph. (This is a good general
rule for less experienced writers, although it is not the only way to do it). Regardless of whether you
include an explicit topic sentence or not, you should be able to easily summarize what the paragraph is
about.
Adequate development
The topic (which is introduced by the topic sentence) should be discussed fully and adequately. Again,
this varies from paragraph to paragraph, depending on the author's purpose, but writers should be wary
of paragraphs that only have two or three sentences. It's a pretty good bet that the paragraph is not fully
developed if it is that short.
Some methods to make sure your paragraph is well-developed:

Use examples and illustrations

Cite data (facts, statistics, evidence, details, and others)
Examine testimony (what other people say such as quotes and paraphrases)
Use an anecdote or story
Define terms in the paragraph
Compare and contrast
Evaluate causes and reasons

Examine effects and consequences
Analyze the topic

Describe the topic
Offer a chronology of an event (time segments)
How do I know when to start a new paragraph? You should

start a new paragraph when:
When you begin a new idea or point. New ideas should always start in new paragraphs. If you have an
extended idea that spans multiple paragraphs, each new point within that idea should have its own
paragraph.
To contrast information or ideas. Separate paragraphs can serve to contrast sides in a debate,
different points in an argument, or any other difference.
When your readers need a pause. Breaks between paragraphs function as a short "break" for your
readers—adding these in will help your writing more readable. You would create a break if the
paragraph becomes too long or the material is complex.
When you are ending your introduction or starting your conclusion. Your introductory and concluding
material should always be in a new paragraph. Many introductions and conclusions have multiple
paragraphs depending on their content, length, and the writer's purpose.
.Essay writing
An essay is a short piece of writing that generally shows the author's view on a particular subject. There
are many different kinds of essays, including narrative, HYPERLINK "http://www.infoplease.com/
homework/writingskills5.html" descriptive, argumentative and persuasive.
Types of essays
Narrative Essays
The first important thing to remember about a narrative essay is that it tells a story. The author may
write about

an experience or event from his or her past
a recent or an ongoing experience or event

something that happened to somebody else, such as a parent or a grandparent
The second important thing about a narrative essay is that the story should have a point. In the final
paragraph, the author should come to an important conclusion about the experience that has just been
described.
Descriptive Essays
The purpose of a descriptive essay is to describe a person, place, or thing in such vivid detail that the
reader can easily form a precise mental picture of what is being written about. The author may
accomplish this by using imaginative language, interesting comparisons, and images that appeal to the
senses.
Informative/Explanatory Essays
An Informative/Explanatory essay teaches or informs your reader about a subject. This type of essay
can explain how something works, how to perform a task, the steps in a procedure, or why something
is the way it is. Ultimately, the reader should have a better understanding of the subject after reading
your paper.
Argumentative essay
The argumentative essay is a genre of writing that requires the student to investigate a topic;
collect, generate, and evaluate evidence; and establish a position on the topic in a concise manner.
The following steps, however, can be used to write any kind of essay.
Establish Your Topic
Your may be assigned a topic or be asked to choose from among a few topics. The
assignment may contain certain key words that will suggest the content and structure of your
essay. For example, you may be asked to:
Analyze
Argue
Compare and contrast
Describe
Discuss

Summarize
If you do not understand what you are being asked to do, check with your teacher.
You may be asked to find a topic on your own. Most people find this difficult. Give yourself plenty
of time to think about what you'd like to do. Trying to answer questions you have about a particular
subject may lead you to a good paper idea.
What subject(s) are you interested in?
What interests you most about a particular subject?
Is there anything you wonder about or are puzzled about with regard to that
subject?
Be sure your topic is narrow enough so that you can write about it in detail in the number of pages
that you are allowed. For example, say you are asked to write a 1-page essay about someone in your
family. Since you only have a limited number of pages, you may want to focus on one particular
characteristic of that person, or one particular incident from that person's life, rather than trying to
write about that person's entire life. Having a narrow focus will help you write a more interesting
paper.
One method for narrowing down your topic is called brainstorming. Brainstorming is a useful way
to let ideas you didn't know you had come to the surface.
Sit down with a pencil and paper, or at your computer, and write whatever comes
into your head about your topic, no matter how confused or disorganized.
Keep writing for a short but specific amount of time, say 3–5 minutes. Don't stop
to change what you've written or to correct spelling or grammar errors.
After a few minutes, read through what you have written. You will probably
throw out most of it, but some of what you've written may give you an idea you can develop.
Do some more brainstorming and see what else you can come up with.
Organize Your Ideas
Develop an outline to organize your ideas. An outline shows your main ideas and the order in
which you are going to write about them. Click here to see some sample outlines.
Write down all the main ideas.
List the subordinate ideas below the main ideas.
Avoid any repetition of ideas.

Write a First Draft
Every essay or paper is made up of three parts:
Introduction
Body
Conclusion
The introduction is the first paragraph of the paper. It often begins with a general statement about
the topic and ends with a more specific statement of the main idea of your paper. The purpose of the
introduction is to
let the reader know what the topic is
inform the reader about your point of view
arouse the reader's curiosity so that he or she will want to read about your topic
The body of the paper follows the introduction. It consists of a number of paragraphs in which
you develop your ideas in detail.
Limit each paragraph to one main idea. (Don't try to talk about more than one idea
per paragraph.)
Prove your points continually by using specific examples and quotations.

Use transition words to ensure a smooth flow of ideas from paragraph to paragraph.
The conclusion is the last paragraph of the paper. Its purpose is to
summarize your main points, leaving out specific examples

restate the main idea of the paper
IV.
Revise the First Draft
Try to set aside your draft for a day or two before revising. This makes it easier to view your work

objectively and see any gaps or problems.
Revising involves rethinking your ideas, refining your arguments, reorganizing paragraphs, and
rewording sentences. You may need to develop your ideas in more detail, give more evidence to
support your claims, or delete material that is unnecessary. For more advice on revising and a
sample revision, click here.
Read your paper out loud. This sometimes makes it easier to identify writing that is awkward
or unclear.
Have somebody else read the paper and tell you if there's anything that's unclear or confusing.
Proofread the Final Draft
Look for careless errors such as misspelled words and incorrect punctuation and
capitalization.
Errors are harder to spot on a computer screen than on paper. If you type your paper on a computer,
print out a copy to proofread. Remember, spell checkers and grammar checkers don't always catch
errors, so it is best not to rely on them too much.
Functional writing
Functional writing is writing that is meant to fulfill real life purposes, such as: making a request or
giving advice, inviting someone for a visit or to a function, applying for something e.t.c. Functional
writing includes the writing of business letters, memorandum, notices, agenda, minutes,
advertisements, e-mail, facsimile and press releases.
Business letters/ E-mail Functions of a

business letter
To provide a convenient and inexpensive means to communicate without personal contact.
To seek or give information

To provide evidence of transactions entered into.
To provide a record for future reference
Types of business letters

Letters of inquiry
Letters answering a request

Claim and adjustment letters
Credit letters
Collection letters

Sales letters
Employment letters
Social letters
Memorandum
Parts of a business letter

Letterhead
It is also known as heading or address. It appears at the top of the page. It contains the name of the
company, address, logo, telephone number etc.
Date
It enables quick reference in future and helps in prompt action and filing. It consists of the day, month
and year.
Reference
It is written below the dateline close to the left margin. It serves to identify either the department or the
section from which the letter is being sent or the particular file in which the
correspondence is to be found. The purpose of the reference is to enable replies to be linked with the
previous correspondence and also to send replies to these letters to the proper official or department.
Inside address
It contains the name and address of the firm or the individual to whom the letter is written. It helps
the outward clerk to write the same address on the cover. It should be written below the reference line.
Salutation
This is the greeting part which commences the letter and precedes the message erg Dear Sir, Dear
Madam, Dear Mr. Kariuki etc.
Body of the letter
Reference or subject
It is a brief one-line mention of the major theme of the letter right in the beginning. It is written below
the salutation.
Opening paragraph
Main paragraph
It contains the subject matter of the letter. It should be clear, simple and correct.
Closing paragraph
Complementary close

It is a polite way of ending a letter e.g. Yours Faithfully, Yours sincerely etc.
Signature
It is the assent of the writer to the subject matter of the letter and is a practical necessity. It
contains the writer‘s name, status, department etc. it is just below the complementary close.
Enclosures
Carbon copies
Letters sent outside the organization may be brought to the attention of senior official for their
information. This is done by sending a carbon copy of the original to the official concerned. It is
indicated by typing on the originals the abbreviation ‗c.c‘ and the name of the person to whom the
letter is sent at the foot of the page on the left hand side.
Memorandum A memo is:
a short document used for communicating inside an organisation It contains

To, From, Date, Subject Headings and Message sections
Elements of a memo
Memos should have the following sections and content:
Main heading. The heading ‗memo‘ or ‗memorandum‘ makes clear the purpose of the document and
ensures that it stands out.
'To' section. Contains the name of the receiver.

‗From' section. Contains the name of the sender.
'Date' section.
A Subject Heading. It should be brief and exact. It makes clear immediately what the memo is about.
First paragraph. This provides a background, context or reason for the information or instructions
contained in the second paragraph. It should be kept short.
Second paragraph. This is the actual message, information, instructions or reminder and should
follow logically from the first paragraph.
Initials of the sender. In some organizations the writer will add his/ her initials at the foot of the memo.
C.Press release
A press release, news release, media release, press statement or video release is a written or recorded
communication directed at members of the news media for the purpose of announcing something

newsworthy. Typically, they are mailed, faxed, or e-mailed to assignment editors and journalists at
newspapers, magazines, radio stations, television stations or television networks.
Steps follow in coming up with a good press release

1. Grab attention with a good headline.
The beginning of a press release -- just as with a magazine article, book or promotional pamphlet
is the most important. A strong headline will pull in journalists seeking good stories. Your headline
should be as engaging as it is accurate.
2. Get right to the point in the first paragraph.
Because reporters are busy people, you must assume that they will only read the first sentence and
then scan the rest. Get the message of your press release out quickly. Every important point should be
addressed in the first few sentences. The subsequent paragraphs should be for supporting information.
3. Include hard numbers.
Include in the press release hard numbers that support the significance of your product or
announcement. If you're claiming a trend, you need proof to back it up. Quantify your argument and it
will become much more compelling.
4. Make it grammatically flawless.
Proofread your press release -- and let a few other people proofread it as well -- before sending it out.
Even a single mistake can dissuade a reporter from taking you seriously.
5. Include quotes whenever possible.
Including a good quote from someone in the company or close to the product/event can give a
human element to the press release, as well as being a source of information in its own right.
6. Include your contact information.
A common oversight that can render a press release ineffectual is a lack of contact information for
reporters to follow up with. Whether you or someone else at the company is the point of contact, don't
forget to include an email address and phone number on the release (preferably at the top of the page).
7. One page is best -- and two is the maximum.
As with most good writing, shorter is usually better. Limit yourself to one page, though two pages are
acceptable. This will also force you to condense your most important information into a more readable
document -- something journalists are always looking for.
8. Provide access to more information.

You must limit your press release to one page (or two, if you must), but that doesn't mean you can't
show people how to learn more. Providing relevant links to your company's website, where prospective
writers can learn more about your mission and what you've already accomplished is a crucial element
to the release. Don't make journalists/ writers search on their own for more information -- guide them as
quickly as possible to your website, and keep their interest piqued.
Advertisement
It is a paid, non-personal communication from an identified sponsor using mass media to

persuade or influence an audience.
Uses of adverts
To promote products and services
To promote vacant posts

To announce special events and functions
To publicize changes in the organization
A good advertisement should

Attract the reader‘s attention (Attention)
Get the reader‘s interest by mentioning something that will appeal to them (Interest)
Arouse the reader‘s desire to buy, to attend a function, to find out more or to contact the writer
(Desire)
Lead the audience into an action (Action).
Tips for writing effective advertisements

Know your advertising objective
Start with the end in mind. What do you want the reader to do? Do you want them to call you? Do you
want the reader to send an application in? Do you want them to buy something? Once you know your
objective that everything in your ad should be designed to accomplish that objective.
A lot of people think that what they want is exposure to as many people as possible. If you have lots of
money to spend then that could be a good idea. But, if you are concerned about your budget and you
want to minimize your cost per sale then I suggest you are better off with an ad that is geared toward
creating a response.
Get Their Attention

Potential clients get flooded with marketing messages every day. If you want to stand out from the
crowd you will need to craft a headline that will grab their attention.
You need to get their attention but it also needs to be relevant to your product or service and be
truthful.
Use Plain English
Eliminate big words with lots of syllables and technical jargon because too many people will not be
able understand you.
Write About The Benefits
Features describe and benefits sell. Don't make the mistake of writing only about the features of your
product. Write also about the benefits.
Notice writing
A notice is a very short piece of writing which is usually formal in style. It is widely used by individuals
and organizations to announce events and celebrations, births and deaths, occasions like inaugurations
or sales, to issue public instructions, to make appeals and to extend invitations. Most notices are meant
to be pinned up or pasted on special boards meant for this specific purpose only. There must be one or
more such notice board in the school and other organization. Whereas notices issued by the
Government departments and other big organization also appear in various newspapers.
Purpose/ uses of a notice

To announce social events
To report on matters of interest to the staff
To inform staff of new procedures

To advertise posts for internal appointments
To remind staff of company procedures
How to Write a Notice?
Writing an effective notice is a kind of art that can be acquired with practice with keeping some basic
points in mind while writing them out. Your notice should give complete information and must be
written in a clear and thought through style and easily understandable language.
Content that a good effective notice must include in it are:
Name of the Organization, Institution or Office issuing it.
Date of issuing of a particular notice.

The heading ‗Notice to make it very clear.
A suitable description/ eye-catching caption or heading to hold the immediate attention of the reader.
Purpose for which it has been written like calling a meeting, drawing attention, making an appeal or
informing general public about some issue of concern etc.
Details of schedule i.e. date, time, venue, programme, duration etc. in case the notice is about an event
to be organized in the near future.
SUMMARY
Def 1: A summary is a condensed version of a larger reading.
Def 2: A summary is a shortened version of a text that highlights its key points.
The primary purpose of a summary is to give an accurate and objective representation of what the
work says.
To summarize, you must read a passage closely, finding the main ideas and supporting ideas.
Then you must briefly write down those ideas in a few sentences or a paragraph.
A summary is not a rewrite of the original piece and should not be long. To write a summary, use your
own words to express briefly the main idea and relevant details of the piece you have read. Your
purpose in writing the summary is to give the basic ideas of the original reading.
What was it about and what did the author want to communicate?
A summary:
Is an essential condensation in your own words.
Answers the question ―what is the author really saying?‖
Is the result of careful ―listening‖ to the author.

Remains faithful to the author's emphasis and interpretation.
Does not disagree with or critique the author's opinions.
Importance of summarizing
The process of summarizing enables you to understand the original text better.
It enables anybody who does not want to read the entire text have to know what it is all
about.

The knowledge you gain by summarizing makes it possible for you to analyze and critique the
original text.
General rules/ considerations in summary writing
You should not include your own ideas or interpretations. Do not put in your opinion the issue or topic
discussed in the original piece
Do not rewrite the original piece.

Keep your summary short.
Use your own words.

Refer to the central and main ideas of the original piece.
Read with who, what, when, where, why and how questions in mind
Steps in summary writing
Skim (read quickly) the text. Don't take any notes this time -- just take in the minimum about the basic
plot of the book or article. You'll be able to concentrate on the smaller things later.
Think of the focus while you're reading. Get down the most basic of questions: Who? What?
When? Where? Why? How? This bare bones thinking can help you to effectively and quickly write a
pertinent summary.
Read the text thoroughly. In order to write an accurate summary, you must understand what you're
reading. Try reading with the author's purpose in mind.
Take notes and highlight as you read. Take note of the subheadings, even if there aren't any.
Dividing it into sections in your mind will help you organize your summary.
Consider why you have been assigned the text. Write down the author's main point and the main
points of each section. Look for the writer's thesis and underline it. This is the main idea of the work.
Outline the article. This serves as the skeleton of your summary. Write down the main points of each
section, but do not go into minor detail. synopsis
It'll benefit you to write it in your own words now; that will save you time translating later. If you can't
get around copying from the original, put quotation marks around it. Only do this with incredibly
important sentences that cannot be reworded.
Start writing the summary with a clear identification of the work. This automatically lets your readers
know your intentions and that you're covering the work of another author. Clearly identify (in the present
tense) the background information needed for your summary i.e. the type of work, title, author, and
main point.

Summarize the piece as a whole. Omit nothing important and strive for overall coherence through
appropriate transitions. Write using "summarizing language." Your reader needs to be reminded that
this is not your own work. Use phrases like the article claims, the author suggests, etc.
Present the material in a neutral fashion. Your opinions, ideas, and interpretations should be left in
your brain -- don't put them into your summary. Be conscious of choosing your words. Only include
what was in the original work.
Be concise. This is a summary -- it should be much shorter than the original piece. If you're working
on an article, give yourself a target length of 1/4 the original article.
Conclude with a final statement. The final statement should reflect the significance of the book or
article from the author's standpoint. Be careful not to include in the conclusion any of your own
assumptions or opinions.
Check for accuracy. Check whether the summary is making the same points as the article itself.
Make sure you have not omitted anything important
Revise your work. Make sure that the wording is appropriate and there is use of transitions to make it
as easy to read as possible. Look out for spelling, grammar, and punctuation errors. Your credibility will
seriously be questioned if your summary contains these mistakes.
REPORT WRITING SKILLS

Definition:
A report refers to information that has been carefully gathered and logically presented.
A report is a document which investigates a specific subject according to a prescribed/ given format
and for a clearly defined readership/ audience who normally are those in superior positions within a
company or organization.
Features of a good report
Factual. A good report should be based on facts and not imagination. The facts should be accurate.
Clarity. A good report is absolutely clear. Clarity depends on proper arrangement of facts. The report
writer must proceed systematically. He should make his/ her purpose clear, define his/ her sources, state
the findings and finally make the necessary recommendations. The report should be divided into short
paragraphs giving them headings, and insert other suitable signposts to achieve greater clarity.
Objective. It should be impartial. It should not have personal opinion, bias or prejudice.

Orderly / structured in a predetermined fashion. Its contents should be clearly and logically
arranged.
Detailed. All relevant information should be included in the report.
Precise. In a good report the writer is very clear about the exact purpose of writing it. Precision gives
a kind of unity and coherence to the report.
Brevity. A good report should be brief. But brevity should not be achieved at the cost of clarity or
completeness.
Grammatical accuracy.
Types of reports
Oral Report
Oral Report- is a presentation of factual information to an audience by word of mouth.
Written report
Written reports are a written document describing the findings of some individual or group and are
often used to display the result of an experiment, investigation, or inquiry.
Management reports
These are reports used by business managers to monitor the success of their businesses and
operations. These reports may include financial, labor and traffic reports.
Operations procedure
This is a prescribed procedure to be followed routinely. It is a particular course of action

intended to achieve a result.
Formal reports
They are official in nature. They contain information resulting from investigations. They are about
major issues of importance. They are mostly used by a committee or a working party. The findings are
directed at the appointing authority.
Informal reports
They are not official in nature. They are produced by junior clerks and personnel.
Routine reports

These are reports submitted on a fixed time span e.g. daily basis, weekly basis, monthly basis or even
annually. They may cover petty expenses on daily basis or attendance of workers on daily basis. They
may also cover various divisions or units of production on a daily basis.
Statutory reports
These are those reports which have a legal status and they are required by law e.g. auditor general‘s,
financial reports or chairman‘s report to the annual general meeting of the company‘s stakeholders.
Financial reports
These are reports prepared by the manager of the finance department or the controller of finance. They
provide valuable information on the financial structure, the effectiveness of the use of capital, the need
and ways of reorganizing capital resources etc.
Role/ uses of reports in an organization

Reports facilitate decision making and planning
Reports provide reliable data which can be used in the planning and decision making process. It acts
as a source of reliable information for long term planning and decision making.
Reports facilitate framing of personnel policies
Certain reports relating to employees are useful while preparing personnel policies such as
promotion policy, training policy and welfare facilities to employees.
Reports used give information to shareholders
Some company reports are prepared yearly for the benefit of shareholders. Annual reports for
example, are prepared and sent to all shareholders before the AGM because they give information
about the progress of the company.
Reports are a used for internal communication
Reports acts as an effective means of communication within the organization. They provide
feedback to employees and are prepared for the information and guidance of others connected with
the matter / problem.
Reports disclose unknown information
Reports provide information, which may not be known previously. The committee members collect
data, draw conclusions and provide information which may be new to all concerned parties.
Report gives Information to employees
Reports are available to managers and departments for internal use. They are widely used by the

departments for guidance. Report provide a feedback to employees and are useful for their self-
improvement.
Report gives reliable permanent information
The information provided by a report is a permanent addition to the information available to the office.
We have census reports (prepared since last 100 years) which are used even today for reference
purpose.
Reports give complete & updated information
A report provides complete, factual and an up-to-date information about a particular matter or
subject.
Steps to take in preparation for report writing
All reports need to be clear, concise and well structured. With careful planning, the writing of a report
will be made much easier. The following are the steps to take in report writing.
Step One: Understanding the purpose of the report
You must understand the purpose of your report as described in your report instructions. Consider
who the report is for and why it is being written. Understand the terms of reference, scope and
purpose of the report.
Step Two: Gathering and selecting information
Once you are clear about the purpose of your report, you need to begin to collect data relevant to the
report. Data may come from a variety of sources, and may be collected using data collection tools like
questionnaires, interviews schedules or by surveying.
Step Three: Organising your material
Once you have gathered information you need to decide what will be included and in what sequence it
should be presented. Begin by grouping together points that are related. These may form topics/
sections or chapters. Choose an order for your material that is logical and easy to follow.
Step Four: Analyze your material
Before you begin to write your first draft of the report, take time to consider and make notes on the
points you will make using the facts and evidence you have gathered. Ask yourself what conclusions
can be drawn from the material? What are the limitations or flaws in the evidence? Do certain pieces
of evidence conflict with one another? Relate the information you have gathered to the problem or
issue described in the report brief.

Step five: Write the draft
Use short words and sentences. Avoid use of jargon. Avoid ambiguity.
Step six: Revise and proof read the draft (Refer to notes on paragraph development)
General report format guidelines
When you write a report, you will want to make it easy to read and understand. Here are some
guidelines to apply to any report you write.
Use lists: Whenever you can, help your reader by using lists. Give your lists visual emphasis by
bullets.
Use headings and subheadings: Use headings and subheadings to guide your reader through the
organization of the report and list them in the table of contents. Each section should have a clear
topic statement to let the reader know what will be included in the section.
Use clear typefaces, such as Times New Roman or Arial: Avoid using more than one typeface in a
document. Bold section headings for emphasis.
Use white space to enhance your information: Dense blocks of text are difficult to read and will
make it more difficult for your readers to find the information they need. For further information on
this topic, see the OWL resource on document design, HATS.
The structure of a report
Preliminaries
Title Page/ cover page

Executive Summary
Terms of Reference
Table of contents
Acknowledgements
Body
Introduction
Methods
Findings
Discussion
Conclusion
Recommendations
III.Appendices
Glossary of Technical Terms

Title Page
It explicitly describes the purpose of the report. It may include could be your name, the date and for
whom the report is written.
Executive Summary
It gives an overview of subject matter, methods of analysis, findings, and recommendations in brief
detail.
Terms of Reference
This section gives precise indication of the area covered by the report. Under this heading you could
include a brief explanation of who will read the report (audience) why it was written (purpose) and
how it was written (methods).
Table of contents
It lists the different chapters and/or headings together with the page numbers. Your contents page
should be presented in such a way that the reader can quickly scan the list of headings and locate a
particular part of the report. You may want to number chapter headings and subheadings in addition to
providing page references. Whatever numbering system you use, be sure that it is clear and consistent
throughout.
Introduction
The introduction sets the scene for the main body of the report. It explains the aims and objectives
of the report in detail. It identifies any problems or limitations in the scope of the report gives and a
description of research methods, the parameters of the research and any necessary background
history.
Methods
Information under this heading may include: a list of equipment used; explanations of procedures
followed; relevant information on materials used including sources of materials and details of any
necessary preparation; reference to any problems encountered and subsequent changes in procedure.
Findings
This section should include a summary of the results of the investigation or experiment together with
any necessary diagrams, graphs or tables of gathered data that support your results. Present your
results in a logical order without comment. Discussion of your results should take place in the main
body (Discussion) of the report.
Discussion

This is where you discuss the findings. The facts and evidence you have gathered should be analysed
and discussed with specific reference to the problem or issue. If your discussion section is lengthy you
might divide it into section headings. Your points should be grouped and arranged in an order that is
logical and easy to follow. Use headings and subheadings to create a clear structure for your material.
Use bullet points to present a series of points in an easy-to-follow list. As with the whole report, all
sources used should be acknowledged and correctly referenced.
Conclusion
It describes that section of the report which interprets the facts and observations presented in the
findings. No new material should be introduced in the conclusion.
Recommendations
This section is used to put forward a future course of action concerning the topic under
investigation.
Appendices
This is where you include all the supporting information you have used or is contained in the body
of the report. This might include tables, graphs, questionnaires, surveys or transcripts.
Bibliography
It lists all published sources referred to in your report. It is listed alphabetically. There are different styles
of using references and bibliographies. Refer to the study guide Referencing and Bibliographies and
check your departmental handbook for guidelines. Texts which you consulted but did not refer to
directly could be grouped under a separate heading such as 'Background Reading' and listed in
alphabetical order using the same format as in your bibliography.
Acknowledgments
Where appropriate you may wish to acknowledge the assistance of particular organisations or
individuals who provided information, advice or help.
Glossary of Technical Terms
This is a brief, clear description of each term used. You can also include in this section explanations of
the acronyms (short forms), abbreviations or standard units used in your report.
Audience analysis
Research shows that communicators who understand their audience are more successful in
achieving their communication goals. Understanding your audience can help you answer
questions like:
How much do they already know about my topic?

What do they think about my topic?
What are their goals?
To optimize your communication, you will need to know not only who your audience is, but also what
they need from your communication task.
To understand your identified audience, start by gathering demographic and psychographic

information. Keep careful notes you can refer to as necessary.
a. Demographics
These are statistical data relating to the population and particular groups within it. E.g age,
education, level, gender, income level, geographic region, cultural, and ethnic background.
b.Psychographics
This is the study and classification of people according to their interests, activities, and opinions.
E.g attitudes, beliefs, values, loyalties, knowledge level, and lifestyle.
Data collection
Data collection refers to the gathering of information to serve or prove some facts. Data
collection is aimed at proving or refuting some facts.
Purpose of data collection

To obtain information
To keep on record
To make decisions about important issues
To pass on information to others
Sources of data
There are two major sources of data. These are primary sources and secondary sources.
Primary sources
This is information gathered directly from respondents. They provide first-hand information or original
data. e.g.interviews, diaries, letters, journals, original hand-written manuscripts, newspaper and
magazine clippings, government documents, etc.This is through questionnaires, interviews, focused
group discussions, observation and experimental studies. It involves creating new data.
Secondary sources
This is data gathered and recorded by someone else prior to and for a purpose other that the current
project. This is data that is being reused usually in a different context e.g. textbooks, review articles,
biographies, historical films, music and art, articles about people and events from the past
Data collection instruments/ tools

Questionnaires, interview schedules e.t.c
Data analysis
Data analysis refers to examining what has been collected in a survey or experiment and making
deductions and inferences. The methods or statistics used for data analysis are influenced by the
stated objectives, research questions or hypothesis, and the research design used.
Reading skills
Improving your reading skills will reduce unnecessary reading time and enable you to read in a more
focused and selective manner. You will also be able to increase your levels of understanding and
concentration.
Reading for study
You already use a range of reading styles in everyday situations. The normal reading style that you
might use for reading a novel is to read in detail, focusing on every word in sequence from start to
finish. If it is a magazine you are reading, you might flick through the pages to see which articles are of
interest. When you look in a telephone directory for a particular name, you purposefully ignore all other
entries and focus your attention on spotting the name you want. These everyday reading skills can be
applied to your studies.
To improve your reading skills you need to:
● have clear reading goals;
● choose the right texts;

● use the right reading style;
● use note taking techniques.
Reading goals
Clear reading goals can significantly increase your reading efficiency.
Use your reading goals to help you identify the information that is relevant to your current task.
Choosing a text
Assess the text to see if it contains information that is relevant to your reading goals.
Reading style Scanning

Scanning is where you pass your eyes speedily over a section of text in order to find particular words
or phrases that are relevant to your current task. You can scan:
the introduction or preface of a text;

the first or last paragraphs of chapters;
the concluding or summarizing chapter of a text
Skimming is the process of speedy reading for general meaning. Concentrate on identifying the central
or main points. Use this technique to:
pre-view a selection of text prior to detailed reading;

refresh your understanding of a selection of text following detailed reading.
Detailed reading and note taking
Once you have selected useful information, you can begin to read in detail. Note taking
techniques provide a useful aid to reading. Use:
underlining and highlighting to pick out what seem to you the most central or important words and
phrases. Do this in your own copy of texts or on photocopies - never on borrowed texts;
keywords to record the main headings as you read. Use one or two keywords for each main point.
Keywords can be used when you don't want to mark the text;
questions to encourage you to take an active approach to your reading. Record your questions as
you read. They can also be used as prompts for follow up work;
summaries to check you have understood what you have read. Pause after a section of text and put
what you have read in your own words. Skim over the text to check the accuracy of your summary,
filling in any significant gaps.
CONDUCTING MEETINGS AND MINUTE WRITING Definitions
A meeting is a gathering of two or more people that has been convened for the purpose of achieving a
common goal through verbal interaction, such as sharing information or reaching agreement. Meetings
may occur face to face or virtually, as mediated by communications technology, such as a telephone
conference call, a skyped conference call or a videoconference.
Formal or informal deliberative assembly of individuals HYPERLINK "http://

www.businessdictionary.com/definition/call.html" called to debate certain issues and problems, and
to take decisions.
Formal meetings are held at definite HYPERLINK "http://www.businessdictionary.com/definition/

time.html" times, at a definite place, and usually for a definite duration to follow an agreed upon
agenda. The opposite is true for informal meetings.
Minutes
They are notes recounting the transactions occurring at a meeting or official proceeding. Minutes
describe the events of the meeting, starting with a list of attendees, a statement of the issues
considered by the participants, and related responses or decisions for the issues.
Role of Meetings
Meetings are an important organizational tool as they can be used to:
Develop ideas
Solve problems
Make decisions
To understand a situation, exchange ideas and experiences

To inform, explain, present ideas
To give and get feedback on new ideas

To give training
To plan and prepare for action

To resolve differences and misunderstandings
To generate enthusiasm and seek cooperation

To review past performance and evaluate it
To create a feeling of continuity and solidarity in a body‘s working.
Types of meeting
Types of meetings will naturally vary between different organisations. Below are some type of
meetings that take place in an organization:
Annual General Meeting (AGM)
A formal meeting, held annually, where, those responsible for running the company (the directors) meet
with those who own it (the shareholders). The AGM for a company must be held annually.
Extraordinary General Meeting (EGM)
This is a general meeting which is called to deal with urgent matters which require resolution

between AGMs.
Board meetings
Committee meetings
These are meetings involving a group of people who have been drawn from the larger group for the
purposes of managing specific issues.
Management meetings
Management meetings can take many forms depending on the structure of the organisation.
These meetings involve managerial decision making at various levels. For example, some
meetings will involve the senior management team, while others will involve middle management
or will cover both groups.
Departmental meetings
These are periodic meetings attended by all departmental staff to discuss and address departmental
issues (e.g. reviewing performance, setting objectives, reporting on the outcome of actions taken and
discussing any other matters in connection with departmental operations).
Steering group meetings
A steering group may be formed to take a high-level overview of a project. The group is usually
composed of senior executives, project leaders and possibly external advisors to the organisation.
Team briefings
These are meetings held by the team leader to discuss issues with members of the team (e.g.
progress reviews, allocation of tasks, setting objectives, performance and motivational issues).
One-off informal meetings
These are meetings that take place anywhere at any time. They may be informal discussions
between one or two employees or a small group.
Role/duties of the chairperson

To prepare the agenda. This is a list of items to be discussed.
To declare the meeting formally open at the appropriate time.
To introduce each item for discussion together with the member who is to talk about it where
necessary.
To ensure that the meeting works through each agenda at a reasonable pace.

To make sure that no one is allowed to dominate the discussion by seeking the views of everyone
in the meeting.
To intervene if the discussion becomes heated or if personal animosity or abuse seems
likely.
To supervise voting procedures, count votes and announce the results.
To ensure that a minutes of the previous meeting are produced by the secretary and circulated to
each member for agreement at the next meeting.
Roles/ duties of the secretary

To send out notices of the meeting in good time to all the members.
Together with the chair person, they draw agenda and to send copies of it to the members in good
time before the meeting.
To circulate among members any documents that might be necessary to enable them to
contribute fully to the discussion of the matters listed on the agenda.
To make arrangements for the accommodation of members who have to travel a long distance
to attend the meetings.
Planning a meeting
Planning improves participation by ensuring that discussion is on a single topic and that the
members are well prepared for the meeting. This is the responsibility of the Chairperson, Secretary
and Executive, depending on the type of organization.
Planning should include the following:
Notification: Everyone should been notified of the date, time and venue of the meeting.
Preparing the agenda: The agenda is a list of the most important issues for the members to discuss. It
is drawn from the Matters Arising from the previous meeting and from the discussions of the Executive
or Secretariat.
Conducting a meeting
The chair calls the meeting to order at the scheduled start time even if someone is running
late.
Respect the schedules of your meeting participants and end the meeting on time as well. If you can't
cover all of the points within the allotted time, move it to the agenda of the very next meeting.

Ask a secretary or other meeting participant to take minutes at every business meeting so that everyone
will recall what was discussed and decisions made.
Pass out a written meeting agenda to each participant to clarify the direction of the meeting.
Pass out the previous meeting's minutes as well.
Introduce any guests in attendance at your business meeting before you get started.
Summarize the purpose of the meeting and what you want to accomplish at the very beginning.
Then start with the first item in your agenda.
Follow your agenda closely and do not allow meeting participants to veer off of the order of issues to
discuss.
Prohibit meeting participants from insulting, talking over, talking loudly, belittling or raising his voice to
other members at the meeting. This causes productivity to suffer. If someone is being repeatedly
violating these basic rules of conduct at your meeting, ask him to leave.
Transition to each new item on your agenda with finality and do not backtrack. Moderate the meeting if
necessary by giving each member the go-ahead to speak his mind on the issue. Ask each person to
limit her point to two minutes or less.
Leave time at the end of the meeting for a short question and answer session to clarify points of
confusion during the meeting or to allow a particularly vocal participant who has a relevant and
important point to voice his thoughts briefly.
End your meeting on a positive note that inspires action. Summarize what each member must do
from this point forward to accomplish the goals and issues discussed.
Advantages of Meetings:
It Saves time:
This is because one can meet a large number of people at a time.
Improve decision:
Improved decision can be taken through meeting. This is because every matter is discussed
considering the pros and cons of an issue. A Proverb says, ―Two heads are better than one.‖
Information Sharing
A key advantage of meetings, from those held within the office among staff to meetings between a
company and its clients, is that they provide an opportunity to share information. This could be as
simple as sharing updates on financials or recognizing new employees to more complex issues, such as
contract negotiations, new client presentations or addressing problems with an account. An actual
meeting pinpoints a time and place to have in-depth discussions without other distractions or work
getting in the way.
Social and emotional support:

Members get personal support from each other when they meet and exchange ideas.
Feeling of being consulted:
Members get the feeling that they have been consulted and this is useful in getting their
intelligent and willing cooperation.
Idea development:
Ideas are systematically thought about, analyzed and improved in the meeting
Various interest groups represented:
In a meeting many interest groups can be represented and minorities can also be given due
attention.
Disadvantages:
Expensive:
Meetings are expensive to arrange – they require a venue, paperwork, prior communication, and
travelling by the attendees.
Open to disruption:
Formalities: There are many formalities to hold on a meeting. Agenda, minutes, regulations
are needed for a valid meeting.
Challenges faced in conducting of meetings
Not finishing on time
Meetings often run overtime and consequently many agenda items don't get adequate coverage or
don't even get covered at all.
Difficulty in making decisions
Some meetings seem to drag on as group members struggle to reach consensus and make
decisions. The responsibility for coming to decisions rests squarely with the chair or leader.
Dominant Participants
Dominant participants often suppress collaborative problem solving and creativity among
participants. The chairperson needs to see all that members are given equal opportunities to
contribute.
Silent Participants

Some people are quiet in meetings for different reasons. Some people are reticent/ reserved by
nature. Others are fearful that their opinions will be ridiculed and dismissed. Some are not
comfortable speaking in the presence of strangers.
Rehashing Decisions
Issues that were discussed and decided on in previous meetings sometimes re-emerge to be
rehashed. This can be very discouraging to the group or committee. Some reasons for this include:
People were not aware that a conclusive decision was actually made regarding a specific
issue.
People recall that a decision was made, but the record of it is not available.
Dominant participants pushed through a decision in a previous meeting and silent

participants begin to speak up afterwards.
Key persons don't attend
When key members and/or staff don't attend meetings, decisions may be made that are later
questioned and not implemented as hoped. As a chairperson, you can help ensure that key players
attend meetings and provide input when needed.
Challenges in minute writing
It is difficult to know exactly what has been agreed upon when members are not sticking to the
point and lots of different suggestions are being at once.
The discussion moving from one agenda to another before it has been exhaustively
discussed.
Everyone talking at once, such that you can‘t follow the discussion
Where there is a long and confusing discussion and you don‘t know which bits are important
to write down.
Where the secretary wants to contribute at the same time write the minutes.
Being nervous about getting minutes writing right.
Twelve Qualities of an Effective Meeting
● Well-prepared
● People understand and carry out their roles
● Efficient and effective meeting process

● Safe, stimulating environment
● Participants able to contribute freely/ Everyone participates
● Full potential of the group is utilized
● Time is used well
● Minimal amount of wheel-spinning
● Clear agreement reached
● Consensus fully supported
● An energized team leaves the room to implement the decisions made
● Clear understanding of who will do what, by when, to follow through on meeting agreements
The characteristics of a good agenda:-

The names of expected attendees.
The exact place date.

The start time for starting the meeting.
Rough indication of the meeting next time.

The time expected to be end.
Objective of the meeting.

Issues discussed and resolved.
Action will taken.
Types of minutes
How you write your minutes should be determined by how they will be used.
Minutes can be informal or formal depending on their purpose and audience.
Action minutes
These are written by internal groups, such as teams or project groups, which meet on a regular basis
and the minutes they produce minutes that emphasize action points without worrying about keeping a
detailed account of how or why decisions were made. The purpose of these minutes is to provide a
record of decisions that require action. Brief notes with lists of action points might be all that is
required. As the audience is internal, the style might be informal with action points listed in a table, and
discussion and decisions noted as bullet points.
Often, the minute-taker will be a member of the team or group, and is free to participate in the
discussion.
Discursive minutes
Here, discussions and decisions are recorded in paragraphs of full text with full sentences. Usually,

decisions are recorded as having been taken by the committee, or by the members. It is rare to name
individuals.
The minute-taker in this case is usually a formally appointed secretary. The secretary has a range of
tasks which includes assisting in setting the agenda; calling for, collating and distributing papers;
following up on action points; and providing briefings to the Chair. The secretary is not expected to
contribute to the discussions, leaving him/ her free to accurately and objectively describe what took
place at the meeting without bias or distraction.
Verbatim minutes
These minutes offer a word-for-word account. The minute-taker is expected to record what was said by
all parties. All statements are directly attributed to a named individual. Verbatim minutes are used to
capture what passed at disciplinary panels. As with discursive minutes, the minute-taker is not expected
to contribute as this may compromise his/her role as an independent and objective observer.
Tense
Minutes should be written in the past tense. As they are a record of a discussion that has taken place,
they always refer to an event in the past:
● It was noted that
● The Chair reported
● The Committee agreed that it would
● Members noted that the papers could be viewed
Minute writing Structuring minutes
As with any piece of writing, it is important to structure your minutes to make them coherent and ensure
that they flow. Structuring your minutes will not be difficult: as minutes are a conventional type of
document, there is a standard structure with certain items that are expected regardless of the type of
minutes you are writing.
The structure of minutes is provided by the agenda which provides an outline of what will be discussed
and in what order. Regardless of when an item was actually addressed in the meeting, the minutes
should record the discussion and decisions under the appropriate item on the agenda. The standard
items of all minutes are:
Title: the name of the meeting/ committee/ board, date, location and time;
List of those in attendance: Members present, absent with apology, absent without apology and
any guest/s in attendance.
Preliminaries
This is the introductory part of the meeting. The chairperson calls the meeting to order (time when
the meeting starts id indicated). A prayer may be said. The chairperson mentions the apologies and
welcomes the members.

Minutes of the previous meeting: These will be read at the meeting where members will either agree
that they were a true record of the previous meeting, or they will note corrections to be made to the
minutes. Here one member proposes and another seconds that they are a true record.
Matters arising: confirmation that action points from the previous meeting have been completed.
Business of the day: Agenda

Any other business: this covers discussion of items that were not listed on the agenda;
Adjournment: there being no other business the meeting was adjourned.
Date of next meeting: With time and location if appropriate.
Signing spaces: For the chairperson to sign and indicate the date.
INTERVIEWS
Definition: An interview is a conversation between two or more people (the interviewer and the
interviewee) where questions are asked by the interviewer in order to obtain information from the
interviewee. It suggests a meeting between two or more people for the purpose of getting a view of
each other. It is a formal oral communication in which individuals interact for the purpose of knowing
each other.
Purposes of interviews in an organization

Selection of personnel/ Employment purposes
Job or employment interviews are used to select suitable persons on the basis of their
qualifications and experience.
Evaluation of workers
Determining reasons for exit

Organizations conduct exit interviews to determine a person‘s reasons for leaving a company.
To seek information and ideas
Interviews are used as a tool to seek information and ideas that concern a particular issue of
importance to the organization. They are helpful in writing reports.
Interviews in media organizations are done by presenters who are seeking a person‘s ideas or
views on issues of importance to the public.
Security agencies conduct interviews known as interrogations. This is for the purpose of getting
information that is required concerning a case.
Types of interview
Job interviews

The interviewer who is a prospective employer wants to learn about the interviewee who is the
jobseeker and vice versa.
Information interview
Interview seeks information that will contribute towards a decision or basic understanding.
Information flows mainly in one direction.
Persuasive interviews
One person (the persuader) tells another about a new idea/ product/ service or explains why the other
should act on the recommendations. Usually the persuader asks about the other persons needs and
shows how the product or concept is able to meet those needs. The persuader must be skilled enough
to be convincing.
Exit interviews
The interviewer usually a superior/ boss try to understand why the influence is leaving the
organization or transferring to another department or division.
The departing employee can often provide some understanding (insight) into whether the business is
being handled effectively or whether things could be improved. The interviewer tends to ask the
questions while the interviewee answers.
Evaluation interviews
Interviews are often involved in the periodic evaluation that some companies make of their workers.
They may be inducted to gather information on matters e.g. worker attitudes, working conditions,
managerial effectiveness, and worker plans.
Counseling interview
Here, a supervisor talks with an employee about their personal problems that are interfering with work
performance. The interviewer is concerned about the welfare of both the employee and the
organization. The goal is to establish the facts, convey the company‘s concern and steer the person
towards a source of help.
Conflict-resolution interview
The goal is to bring two parties close together, cause adjustments in perception and attitudes and
create a more productive climate.
Disciplinary interviews
A supervisor tries to correct the behaviour of an employee who is flouting the organization rules and

regulations. The interviewer (supervisor) must not only get the employee to see the reason for the rules
and agree to comply but must also review the facts and explore the person‘s attitude.
Interviewer’s preparation for an interview

As an interviewer you should make the following preparations:
Have a clear picture of the company profile and the nature of the job for which the interview is
being held.
Know the type of personality, character or temperament required for the job.
Send interview invitation letters well in advance so as to enable the interviewee prepare adequately.
Also mention the documents the interviewee should carry.
Make proper seating arrangement for the interviewee in the waiting room.
Find a quiet interview room free of interruptions.
Give each member of the interview panel a copy of the candidate‘s curriculum vitae. This will help in
preventing confusion and time wastage.
Decide in advance which member of the panel will initiate the interview.
How to conduct the interview
Welcoming the candidate
Welcome the candidate in exactly the same way you would welcome a friend who visits you at your
office or home. Give the candidate a warm smile and talk to him/ her in a friendly tone of voice.
Contents of the interview
Start talking to the candidate by asking relevant question on things such as qualifications,
experience, skills, attitude, character, drive, aspirations, previous employment, willingness to travel
etc.
Parting
Thank the candidate for having come for the interview. It is desirable to give him/ her a specific date in
which the results would be communicated.
Interviewee’s preparation for the interview

Know yourself
Know about the company
Know the profile of the company (probably from its website). Find out as much as possible about its

activities, growth, future prospects etc.
Prepare for the questions

Anticipate the questions that you will probably be asked and prepare answers to them.
Prepare the questions that you would like to ask
If the interviewer does not offer you full information about the company and the job, you may ask
questions to gain this information.
Arriving for the interview

Dress appropriately
You should be dressed for the occasion. Your clothes as well as general appearance should be neat.
Finger nails should be clean, shoes polished and hairstyle appropriate. Lotions, cream and perfumes
should be used sparingly. The accessories should complement your suit or dress.
Take with you your certificates

Take your certificates and other papers that might be of use during the interview.
Arrive for the interview on time.
This is of utmost importance. Try to arrive at the interview venue ten to fifteen minutes before the
scheduled time. This will give you enough time to relax and prepare for the interview.
How to conduct yourself during the interview
Do not be nervous or agitated when entering the interview room. See carefully where you are going and
do not trip over the carpet or the doormat.
Greet the interviewer (s) politely.

Do not sit down until you have been asked to. Then sit in a natural composed manner.
When the interviewer starts conversation, pay attention to what he/ she says. Do not interrupt.
Only respond at the appropriate time.
Give relevant answers to questions asked. Neither give too long or too short answers.
Do not try to make an exhibition of your knowledge. Don‘t boast of your capabilities.
If there is something you do not know, admit it straight away. Do not lie.
Remain calm and friendly throughout the interview. Do not lose temper.
Be positive in your attitude. Express your enthusiasm for the job and the company.
Don‘t keep shifting in your seat. Do not bite or chew your fingernails, or smoothen your hair or keep
adjusting the knot of your necktie. These are signs of nervousness.

When you are asked questions about your previous job, be frank but avoid criticism of your
former employer or colleagues. Mention only the positive, pleasant, and constructive aspects of
your earlier employment.
When the interview is over, don‘t forget to thank the interviewer. You may even tactfully ask when
the results will be made known to you.
If the job is offered, you may accept it immediately or ask for time to think over it, depending
upon your circumstances.
PUBLIC RELATIONS AND CUSTOMER CARE
Definition of public relations: It is the planned and sustained effort to establish and maintain
goodwill and mutual understanding between an organisation and its publics.
Public Relations is the discipline which looks after reputation, with the aim of earning
understanding and support and influencing opinion and behaviour.
Role of PR
Internal communications
Communicating with employees. E.g. via in-house letters or suggestion boxes.
Corporate PR
Communicating on behalf of the whole organization. E.g. via press releases, conferences, ethical
statements, visual identity and images.
Media relations
Communicating with journalists, specialists and editors from local, national, and trade media,
including newspapers, magazines, radio, TV and web-based communication. This is via press
releases, photo calls, video news releases, off-the-record briefings and press events.
Business to business communication
Communication with other organizations e.g. suppliers and retailers. This could be through
exhibitions, trade events and newsletters.
Public affairs
Communicating with opinion formers like politicians and monitoring the political environment.

This is via presentations, briefings, private meetings and public speeches.
Community relations/ corporate social responsibility
Communicating with local community, elected representatives, head teachers etc. this is via
exhibitions, presentations, letters, meetings, sport activities and other sponsorships.
Investor relations
Communicating with financial organizations and individuals. This is via newsletters, briefings and
events.
Strategic communication
Identification and analysis of a situation, problem and solutions to further the organization‘s goals.
This is via researching, planning and executing a campaign to improve ethical reputation of the
organization.
Crisis management
Communicating clear messages in a fast changing situation or emergency. E.g. a PR officer

dealing with media after major rail crash on behalf of the police, hospital or local authority.
Events management and exhibitions
Organizing complex events and exhibitions. E.g. annual conference, press launches and trade shows.
Issues management
Copywriting
Writing for different audiences to high standards of literacy. This is writing press releases,
newsletters, web pages and annual reports.
Publications management
Overseeing print/ media processes, often using new technology e.g. leaflets, internal magazines and
websites.
Qualities and Skill Sets of a PRO
Professional approach
Networking skills
Interpersonal skills

Written and oral communication skills
Analytical skills
Emotional intelligence
Innovating and troubleshooting skills
Organization and management skills

Leadership qualities
Creativity
Storytelling traits
Curiosity
Knowledge of current affairs
Result oriented
Self-disciplined
Tech-savvy
Competitive
Constructive thinker
Customer care
This is the work of looking after customers and ensuring their satisfaction with one's business and
its goods or services. Modern consumers are aware of their right to a high standard of customer care.
A customer (sometimes known as a client, buyer, or purchaser) is the recipient of a good, service,
HYPERLINK "http://en.wikipedia.org/wiki/Product_%28business%29" product, or idea, obtained
from a seller, HYPERLINK "http://en.wikipedia.org/wiki/Vendor" vendor, or supplier for a monetary
or other valuable consideration.
Types of customers
Loyal Customers- These types of customers are less in numbers but promote more sales and profit as
compared to other customers as these are the ones which are completely satisfied. These customers
revisit the organization over times hence it is crucial to interact and keep in touch with them on a
regular basis and invest much time and effort with them. Loyal customers want individual attention
and that demands polite and respectful responses from supplier.
Discount Customers- Discount customers are also frequent visitors but they are only a part of business
when offered with discounts on regular products and brands or they buy only low cost products. More
is the discount the more they tend towards buying. These customers are mostly related to small

industries or the industries that focus on low or marginal investments on products. Focus on these
types of customers is also important as they also promote distinguished part of profit into business.
Impulsive Customers- These customers are difficult to convince as they want to do the business in
urge or caprice. They don‘t have any specific item into their product list but urge to buy what they find
good and productive at that point of time. Handling these customers is a challenge as they are not
particularly looking for a product and want the supplier to display all the useful products they have in
their tally in front of them so that they can buy what they like from that display. If impulsive customers
are treated accordingly then there is high probability that these customers could be a responsible for
high percentage of selling.
Need Based Customers- These customers are product specific and only tend to buy items only to
which they are habitual or have a specific need for them. These are frequent customers but do not
become a part of buying most of the times so it is difficult to satisfy them. These customers should be
handled positively by showing them ways and reasons to switch to other similar products and brands
and initiating them to buy these. These customers could possibly be lost if not tackled efficiently with
positive interaction.
Wandering Customers- These are the least profitable customers as sometimes they themselves are not
sure what to buy. These customers are normally new in industry and most of
the times visit suppliers only for confirming their needs on products. They investigate features of most
prominent products in the market but do not buy any of those or show least interest in buying. To grab
such customers they should be properly informed about the various positive features of the products so
that they develop a sense of interest.
Importance of customer care
Satisfied Shareholders
Good customer care leads to satisfaction of consumers and shareholders. Satisfactory response from
consumers means increased sales, which ultimately leads to increased satisfaction of shareholders.
They tend to invest more in your organization, which can dramatically improve the return on investment
of your business.
Increased Business Growth

Quality service can boost your business growth. Quality services can help you expand your client base
but great customer service is the key to retain your clients.
Successful Business Strategies
Encouraging consumers for feedback and comments is an integral part of quality customer service.
Following consumers‘ feedback for analyzing the strengths and weaknesses is probably the best way

to understand the expectations of consumers and adopt successful business strategies.
Reduced Risk of Business Failures
Understanding the expectations and mindset of consumers can considerably reduce the risk of
business failures and losses.
Consumer Satisfaction
If your customers are happy, your investors and business partners will be happy as well, and this
ultimately leads to higher profits. With a strong client base you can win the trust of investors and make
the most of every viable business opportunity.
Reduced Employee Turnover
With increased sales and higher profits due to effective customer service, you can offer employees
good salary packages and additional bonuses, thus reducing employee turnover.
Stronger customer loyalty
Reduced marketing costs
Customer care skills
Listening skills
Listen intently. This shows that you care and want to offer the right solution.
Communication skills
Communicate effectively. Know when to listen, when to speak and how to speak.
Be calm and have patience

Try to manage your emotions and stay calm. This will help deal with disgruntled and confused
customers. When you stay calm your customer will feel respected.
Honesty
Being honest and transparent with your customers proves that you truly care about their
happiness and satisfaction even when the message you are sharing is not positive.
Body language
Maintaining a good body language is important when talking to a client. Smiling frequently and
expressing happiness and laughter in your conversation helps to improve the customer‘s experience.
Empathy

It is important not only to understand what a customer says, but how a customer feels. An important
skill is being able to recognize and understand a person‘s emotional state. If you struggle to convey
empathy, think about being in the customer‘s position. How would you feel if you were in her position?
How would you like to be treated by an employee? These questions will help you to identify with and
better assist your customers.
Taking responsibility
A big part of working in customer service is being able to say, ―I‘m sorry,‖ whether it‘s for a late
shipment or the poor quality of a product. You have to be able to sincerely apologize to a customer on
behalf of your company, even when the problem was not your fault.
Human relation skills
Get to know other workers/ colleagues.
Interact with your coworkers. Join employee recreational and social activities. Listen to the things
your coworkers share about their personal lives and interests.
Don‘t try to change everything.
Know and understand the organization before you think about changing something. Listen to others.
Talk to coworkers about your ideas and get some feedback before you suggest changes.
Be honest.
One of the most important things you own is a good reputation. Honesty with your coworkers will
build up your reputation. It‘s one of the best ways to gain and keep respect.
Avoid gossip.
Don‘t listen to other people gossiping about coworkers. Most importantly, never gossip about others.
When you gossip, people wonder what you say about them and often avoid you.
Be positive and supportive.
Listen to the ideas of other people. When someone makes a mistake, don‘t criticize. It‘s irritating to have
someone else point out a mistake. When you realize you‘ve made a mistake, admit it and try to do better
next time.
Show appreciation.
Be sure you thank a coworker who does something to make your job easier. Let coworkers know you
appreciate their contributions to the team. People like to be recognized and praised.

Return favors.
A coworker might help you out by exchanging a day off with you. Return that favor. A sure way to make
people dislike you is to only take and never give.
Live in the present.
Avoid talking about the way things used to be. People don‘t want to hear about how great your old job
was or how great former coworkers were.
Ask for help and advice when you need it.
People like to feel needed. Your coworkers can be a great resource. When you aren‘t sure what to do,
they can give you advice and assistance.
Avoid battles.
Let coworkers in conflict work out their own differences. Don‘t take sides in their arguments. This is a
sure way to develop problems with coworkers. When you take sides, other people usually resent your
interference. Often both sides become unhappy with you.
Interpersonal skills
Verbal communication
Effective verbal communication begins with clarity. This often requires nothing more than slowing down
and speaking more thoughtfully. Many people feel rushed to respond to questions and conversations
immediately, but it is better to pause for a moment in consideration, especially if the question merits it.
Non-verbal communication
Your body language is constantly speaking. Everything you do or don‘t do says something about you
and how you are feeling. Your facial expressions (especially eye contact), your posture, your voice, your
gestures with your extremities and even the way you position yourself physically in a room or amongst
colleagues is constantly revealing your true attitude, for better or for worse.
Listening skills
This is the ability to hear attentively and process information correctly. Effective listening enables
one to interpret a message and respond appropriately.
Manners
Good manners tend to make many other interpersonal skills come naturally. With business becoming
increasingly more global, even for small businesses, manners are more important than ever. A basic
understanding of etiquette translates to other cultures and their expectations.

Negotiation
This term means having the ability to discuss and reach an agreement in a professional manner.
Problem solving
This is a very important skill for business people to have as constant problems are a common result
within organizations. The key aspects of successful problem solving are being able to identify exactly
what the problem is, dissecting the problem so that it is fully understood, examining all options
pertaining to solutions, setting up a system of strategies and objectives to solve the problem, and
finally putting this plan into effect and monitoring its progress.
Responsibility and accountability

Responsibility and accountability are two reliable indicators of maturity. Saying you are going to do
something and then actually doing it is a sign of responsibility. This builds trust between yourself and
those they rely on you and it encourages others to seek your counsel and assistance.
LISTENING SKILLS
You probably spend more time using your listening skills than any other kind of skill. Like other
skills, listening takes practice.
What does it mean to really listen?
Real listening is an active process that has three basic steps.
Hearing. Hearing just means listening enough to catch what the speaker is saying. For example,
say you were listening to a report on zebras, and the speaker mentioned that no two are alike. If
you can repeat the fact, then you have heard what has been said.
Understanding. The next part of listening happens when you take what you have heard and
understand it in your own way. Let's go back to that report on zebras. When you hear that no two
are alike, think about what that might mean. You might think, "Maybe this means that the pattern
of stripes is different for each zebra."
Judging. After you are sure you understand what the speaker has said, think about whether it
makes sense. Do you believe what you have heard? You might think, "How could the stripes to
be different for every zebra? But then again, the fingerprints are different for every person. I
think this seems believable."
Tips for being a good listener

Give your full attention on the person who is speaking. Don't look out the window or at what else
is going on in the room.
Make sure your mind is focused, too. It can be easy to let your mind wander if you think you know
what the person is going to say next, but you might be wrong! If you feel your mind wandering,
change the position of your body and try to concentrate on the speaker's words.
Let the speaker finish before you begin to talk. Speakers appreciate having the chance to say
everything they would like to say without being interrupted. When you interrupt, it looks like you
aren't listening, even if you really are.
Let yourself finish listening before you begin to speak! You can't really listen if you are busy
thinking about what you want say next.
Listen for main ideas. The main ideas are the most important points the speaker wants to get
across. They may be mentioned at the start or end of a talk, and repeated a number of times.
Pay special attention to statements that begin with phrases such as "My point is..." or "The thing
to remember is..."
Ask questions. If you are not sure you understand what the speaker has said, just ask. It is a good
idea to repeat in your own words what the speaker said so that you can be sure your
understanding is correct. For example, you might say, "When you said that no two zebras are
alike, did you mean that the stripes are different on each one?"
Give feedback. Sit up straight and look directly at the speaker. Now and then, nod to show that you
understand. At appropriate points you may also smile, frown, laugh, or be silent. These are all
ways to let the speaker know that you are really listening. Remember, you listen with your face as
well as your ears!
Thinking fast
Remember: time is on your side! Thoughts move about four times as fast as speech. With practice,
while you are listening you will also be able to think about what you are hearing, really
understand it, and give feedback to the speaker.
All the best in your studies

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COMMUNICATION

BURETI TECHNICAL TRAINING INSTITUTE

BTTI SYNTHESISED COMMUNICATION SKILLS NOTES 2018

Deﬁnition: communication is the giving, receiving, or exchange of information, opinions or ideas by

Communication Terms and Concepts

Communicator (Sender/receiver) - the participants in communication. Typically the roles reverse

BTTI SYNTHESISED COMMUNICATION SKILLS NOTES 2018

For oral communication it might be a personal interview, a committee meeting or a public

The Purposes of Communication

We communicate to tell someone about something. To inform is to pass on information. In the

BTTI SYNTHESISED COMMUNICATION SKILLS NOTES 2018

Communicating to Establish Credibility

Communicating to establish goodwill

This involves obtaining information in various ways,e.g by asking questions or through

Principles/ essentials of effective communication

BTTI SYNTHESISED COMMUNICATION SKILLS NOTES 2018

with the greatest accuracy

with the lowest ﬁnancial cost

Communicated message must be complete. Completeness refers to providing enough information

BTTI SYNTHESISED COMMUNICATION SKILLS NOTES 2018

There are 6 components to an ICT system

Hardware: physical components.

Information: data that is converted to give it a meaning.

People: data is entered by humans, for example a keyboard

Role of ICT in communication

BTTI SYNTHESISED COMMUNICATION SKILLS NOTES 2018

Factors to consider when choosing a communication channel

Types of communication channels

Face-to-face is still the preferred communication channel if clarity of message is of primary

BTTI SYNTHESISED COMMUNICATION SKILLS NOTES 2018

Telephone associated software to transmit electronic mail over a network.

E-mail is a vital communication channel in geographically dispersed companies.

It also allows for the inclusion of ﬁles, such as documents or images.

Letters, memos, e-mail, notices, reports e.t.c (Written communication)

5. TV and Radio (Adv & disadv- assignment)

Advantages of written communication (letters, memos, e-mail, notices, reports e.t.c.)

BTTI SYNTHESISED COMMUNICATION SKILLS NOTES 2018

Longevity: Written document can be preserved for a long time easily.

Disadvantages of written communication (letters, memos, e-mail, notices, reports e.t.c.)

Expensive: Written communication is comparatively expensive. It costs are huge in terms of

Stages in the communication process/ The communication cycle/ Basic concepts of

Information-- Sender (Encodes) ---Channel/ medium/ message----------- receiver (Decodes)

BTTI SYNTHESISED COMMUNICATION SKILLS NOTES 2018

Barriers to effective communication

BTTI SYNTHESISED COMMUNICATION SKILLS NOTES 2018

Strategies for overcoming barriers to effective communication

Active Listening: Listen attentively and carefully. There is a difference between

BTTI SYNTHESISED COMMUNICATION SKILLS NOTES 2018

Characteristics of ethical communication

Maintain a relationship with the audience:

Avoid withholding crucial information:

Accuracy of information is necessary:

Uses of formal communication

BTTI SYNTHESISED COMMUNICATION SKILLS NOTES 2018

Coordination. Formal communication tends to be used for coordinating routine transactions

Uses of informal communication

Giving or getting help

Internal communication may be of two types: Vertical communication and horizontal

Vertical communication: When information ﬂows between superiors and subordinate of an