COMMUNICATION SKILLS

Course objectives
The main objective of this course is to transform the students into better communicators. This course seeks to give adequate coverage of the basic principles and concepts of communication necessary for management students. It helps the students to understand the different forms of communication, the intricacies of formal and informal communication, oral and written communication and also be able to understand non verbal communication.

Learning outcomes
Student will describe the components of communication. Student will understand the formal communication network in an organization. Student will describe the features of grapevine and be able to manage it. Student will understand legal and ethical dimensions of communication. Student wil easily be able to understand non verbal messeges. Student will be able to communicate effectively in a multi cultural environment. Student will be able to plan, conduct and participate in business meetings. Student will become efficient in written and oral communication.

Course Content Meaning, importance and purpose of Communication Process of Communication Communication in Organization Management of Communication 5. Barriers to effective communication 6. Report writing 7. Communication technology & its Impact on Office Procedures and Automation.
1. 2. 3. 4.

Taught by Prof Farha Hassan

Chapter 1 Meaning, importance and purpose of communication

Communication
Meaning Communication is a process of transferring information from one entity to another. Communication processes are sign-mediated interactions between at least two agents that share a repertoire of signs and semiotic rules. Communication is defined as

"The imparting or interchange of thoughts, opinions, or information by speech, writing, or signs".

The word communication is originated from the Latin word called communis which means make common, that means sharing of information, or intelligence. Effective communication is all about conveying your messages to other people clearly and unambiguously. It's also about receiving information that others are sending to you, with as little distortion as possible. Doing this involves effort from both the sender of the message and the receiver. And it's a process that can be fraught with error, with messages muddled by the sender, or misinterpreted by the recipient. When this isn't detected, it can cause tremendous confusion, wasted effort and missed opportunity. In fact, communication is only successful when both the sender and the receiver understand the same information as a result of the communication. By successfully getting your message across, you convey your thoughts and ideas effectively. When not successful, the thoughts and ideas that you actually send do not necessarily reflect what you think, causing a communications breakdown and creating roadblocks that stand in the way of your goals both personally and professionally. In a recent survey of recruiters from companies with more than 50,000 employees, communication skills were cited as the single more important decisive factor in choosing managers. The survey, conducted by the University of Pittsburghs Katz Business School, points out that communication skills, including written and oral presentations, as well as an ability to work with others, are the main factor contributing to job success. In spite of the increasing importance placed on communication skills, many individuals continue to struggle, unable to communicate their thoughts and ideas effectively whether in verbal or written format. This inability makes it nearly impossible for them to compete effectively in the workplace, and stands in the way of career progression.

Being able to communicate effectively is therefore essential if you want to build a successful career. To do this, you must understand what your message is, what audience you are sending it to, and how it will be perceived. You must also weigh-in the circumstances surrounding your communications, such as situational and cultural context. Communication is a process whereby information is enclosed in a package and is channeled and imparted by a sender to a receiver via some medium. The receiver then decodes the message and gives the sender a feedback. All forms of communication require a sender, a message, and an intended recipient; however, the receiver need not be present or aware of the sender's intent to communicate at the time of communication in order for the act of communication to occur. Communication requires that all parties have an area of communicative commonality. There are auditory means, such as speech, song, and tone of voice, and there are nonverbal means, such as body language, sign language, paralanguage, touch, eye contact, through media, i.e., pictures, graphics and sound, and writing. Communication is thus a process by which meaning is assigned and conveyed in an attempt to create shared understanding. This process requires a vast repertoire of skills in interpersonal and interpersonal processing, listening, observing, speaking, questioning, analyzing, and evaluating. It is through communication that collaboration and cooperation occur. IMPORTANCE AND PURPOSE OF COMMUNICATION Nearly 80% of our work time goes in communicating. communication. Our day starts with communication. The entire world is moving on

What is communication, sharing, exchanging ones feeling with others is called communication. We have many acts like; listening, reading, writing, speaking, facial expressions, movements, colours, gestures, ideas, facts, information, opinions etc. We express ourselves in many ways. Mainly in group of human beings communication is essential, infact it is a must factor. Lets think what will happen to a family, a classroom, an office or a church without communication. The main purpose of the situation is depending upon the communication. Communication creates and executes the situation under all the circumstances. Hence, the communication is an in thing in our day-to-day life. It is an important aspect of behaviour; human communication is affected by all factors that influence human behavior. Business Communication Communication used to promote a product, service, or organization; relay information within the business; or deal with legal and similar issues. It is also a means of relying between a supply chain, for example the consumer and manufacturer.

Business Communication is known as "Communications." It encompasses a variety of topics, including Marketing, Branding, Customer relations, Consumer behaviour, Advertising, Public relations, corporate communication, Community engagement, Research & Measurement, Reputation management, Interpersonal communication, Employee engagement, Online communication, and Event management. It is closely related to the fields of professional communication and technical communication. In business, the term communications encompasses various channels of communication, including the Internet, Print, Radio, Television, Ambient media, Outdoor, and Word of mouth. Business Communication can also refer to internal communication. A communications director will typically manage internal communication and craft messages sent to employees. It is vital that internal communications are managed properly because a poorly crafted or managed message could foster distrust or hostility from employees. Communication is the main integrated ingredient of the business. No business can grow without proper communication channels. Communication helps the business to flourish. Communication in any business should be very simple. Simplicity in communication channels would lead the company to the success. Business Communications is defined as the process of transmission of information within the business environment. In earlier times, it was thought communication finesse is required only for marketing and sales personal. However, today, we know all the people irrespective of their occupation needed good communication skills at all the levels and in all the time. If it comes to an organizational level, we could make out or well imagine how their communicating power should be in dealing with their entire public, those includes workers, managements, customers, bankers, suppliers etc. Effective communication is useful for both organizations as well as for an individuals. Importance in Business Communication There are number of important advantages of business communication: Managing Complexity all around. Better understanding and cooperation can take place The big organization management There is more cohesion in the organization The image of the company increases Profitability in creases Opportunities available in the market can be known easily Saves time The employee turn over will be less Customer interaction is better Dissemination and collection of information is easier.

Objectives of Communication Communication is an important tool or instrument to achieve the purpose and goals of an institution. 1. Instruction Instruction is information about how to carry out a process or procedure. Thought should be communicated clearly for running any organization. Every piece of work requires an instruction (communication). 2. Education & Training Education is the development of the abilities of the mind. Training is practical education or practice in some skill, under the guidance and supervision of an expert. Education and training are both informative as well as persuasive. Both lead to discipline and development through learning, and practice. Special communication skills are required to accomplish these objectives. 3. Motivation Motivation means providing a person with a motive , an incentive, an inner urge to make effort to do his best. Managers constantly try to improve performance in the workplace by motivating the staff. 4. Raising Morale Morale is the state of mind and of discipline and spirit of a person or a group. In a work place, it is reflected in the individual and collective actions of the employees; it reflects their level of discipline and confidence. People with high morale feel good about themselves and are highly motivated and have the courage to face problems and meet challenges. 5. Counseling Counseling is specialized form of advice. Stress, tension and some emotional problems can b e sorted out, treated and corrected at the health counseling centre of the company. 6. Persuasion It involves making efforts to change or influence the attitudes and behavior of others. Persuasion is achieved by skilful appeal to emotions. The style and tone of persuasive communication is different from the style and tone of informative communication. 7. Appreciation Showing and expressing praise for the work of others. Appreciation by managers and supervisors when employees do good work and make achievements creates a good attitude among the staff. 8. Complaints Complaint is made when there are faults or defects in the system or in the goods supplied or services rendered, so that they may be corrected. A complaint may be oral or written . Within

an organization, minor complaints may be adjusted by oral communication. In commercial transactions, it is necessary to make complaints in writing. 9. Discussions Plans and projects require discussion and review, formal and informal meetings are held for this purpose. Daily routine matters may be settled by informal discussion. Discussions among persons of equal status have an educative value, and are used in training programs.

Chapter 2 PROCESS OF COMMUNICATION

Introduction
Sharing of ideas, feelings, concepts and emotions is called Communication. The science of communication is as old as the man himself. From time immemorial, the need to communicate or share is felt. Different vehicles/channels were identified and subsequently improved for the purpose of transmission of ideas and concepts. Definitions

Communication is an exchange of facts, ideas, opinions or emotions by two or more persons.

By- W.H.Newman & C.F.Summer

Communication is a process of Information and understanding for one person to another.

By- Keith Davis Attributes of Communication: 1. Communication is a dynamic process: The message grows and develops even if the same people talk about the same things repeatedly. Every time anyone engages in communication, they bring to it their moods, experiences, thoughts and feelings. Unexpected responses and reactions occur. People change it in accordance with their own attitudes and environment. 2. Communication is both an interaction and transaction: The two participants of the communication process exchange ideas and information and influence each other in the

process. They also become aware of each others thoughts and opinions on the topic being communicated. 3. Communication is a two-way process: Communication is complete only when the sender gets a response from the receiver. We cannot say that communication is taken place when we instruct someone, or talk to someone. It is when they follow the instructions or respond to what we say, that the communication cycle is completed. 4. Communication is systematic and continuous: It goes on in a proper and orderly way without stopping in some way or the other. Silence, body language and facial expressions contribute to carrying on the continuous process. Feedback is used to improve a certain process of production in the factory. The improved process can lead to further discussions and requirements. Communication is a never-ending process. It will never stop. 5. Communication can be intentional or unintentional: It takes place whether we plan to do it or it is done unconsciously. Very often we communicate what we had no intention of saying. Many times we are not able to say what we want to. For example, a son fails in his exam. His father tell him that it does not matter, but the tone of his voice and body language can tell him that it DOES matter.

Communication process

Communication is a continuous process. It is a five step process. Basically it is an activity of passing the information between two, the sender and the receiver. The sender has an idea, the Idea becomes message The message is transmitted The receiver gets the message The receiver reacts and sends feedback. The entire transmission constitutes the communication process or cycle. The source or sender initiates the process of communication. The sender has to be clear about the purpose of the communication.

The process of putting the idea into symbols is called encoding. It requires the selection of suitable symbols those can represent the idea. Selection of the medium depends on the various situations: Urgency of the message Finances available Effectiveness of the medium Availability of the medium The relationship between the two communicants Time available Knowledge of using the medium.

The receiver receives the message through the medium and decodes the symbols into understandable information. Decoding is the reverse of encoding. Feedback is the knowledge of the receivers response to our communication. In written communication feedback is slow. Whereas in face-to-face communication, the feedback is immediate. In mass communication media like radio, TV, Newspapers, internet communication the feedback is very slow and negligible, so delayed and almost non-existent. But since it is so important, the special efforts through surveys are organized to collect from people. The results of the surveys are useful to modify or improve the programs. The important requirement for getting a successful feedback is to be a patient listener.

Chapter 3 Communication in Organization

There are two aspects of communication in organizations. 1. The development and maintenance of a communication pattern to ensure harmonious relationship among the employees. 2. The use of technology to secure quicker and more effective flow of information.

Patterns of Communication in Organization

An Organization is a body of persons working for a well-defined common goal. To achieve it each member of this body has to be in constant touch with each other. We can classify Business communication into two areas:

Vertical Communication: The vertical communication is both downward and upward. Here the interaction occurs between the superiors and the subordinates. This communication is both upward and downward. The top management keeps on sending some information to the employees and also devises ways of eliciting information from them and thus the lines of communication kept open. The two way movement is essential to keep the organization in healthy state. Horizontal Communication: The horizontal communication flows between the individuals of the same status and peer groups informed of what others are doing and what others are doing and what is expected of them. The commonality of interest towards the achievement of organizational goals sustains the flow. Diagonal Communication: The diagonal communication occurs between the departments of an organization. Unless there is support/cooperation between the departments which are interdependent no organization can function. For this purpose there should be effective communication between the departments of an organization. Communication performs a number of functions and plays a significant role in the running and growth of an organization. We may classify these functions as follows: Internal communication: The communication within the organization. This happens to generate and disseminate information to direct and instruct employees to maintain and improve morale to cultivate a sense of belonging External Communication: The communication with the outside public. This includes both government and private. This is an essential feature of all businesses. External communication occurs to sell and obtain goods and services, to liaise with other organizations and to create goodwill. It is obvious that conveying all the information to everybody would be a meaningless exercise. For proper functioning of a communication system the following questions should be asked and the answers constantly reviewed on the basis of reliable feedback: (i) (ii) (iii) What information is to be conveyed? Who requires it? What should be its form?

(iv) (v)

What techniques of dissemination should be used? What technological aids should be used?

There is a network of communication within every organization. Such a network indicates clearly the lines of communication. Generally there is no direct communication between the top management and the employee at the lowest rung of hierarchy and vice versa. The longer the distance , the greater are the chances of communication distortion or failure. Therefore an efficient organization often provides for an informal contact outside the usual channels of communication.

GRAPRVINE/INFORMAL COMMUNICATION

Every organization has an informal communication channel: a Grapevine, this supplements the official channel. The grapevine, often called the rumor mill, is perhaps the best-known informal communication system. It is actually an inherent component of the internal, formal communication system. When people talk casually during coffee breaks and lunch hours, the focus usually shifts from topic to topic. As people go out of their work, they have casual conversation with their friends in office. Those friends can be from any department or may be occupying any hierarchical level in the organization. Although some of the conversations relate to personal matters, business is also discussed. In fact, 80% of the information that is discussed in the grapevine related to business. In addition, employees rely on the grapevine as their main source of information. In recent years, the importance of communication has greatly increased as a result of the growing complexity in organizational and individual behavior under the impact of rapid industrialization and modern technology. In rapid changing world of today it is clear that todays communication systems will not meet the demands of tomorrow. So there is a need for constant review and modification.

Chapter 4 MANAGEMENT OF COMMUNICATION IN ORGANISATIONS

One of the greatest concerns of an organization is how to deal with the accumulation of information and at the same time keep its communication pattern strong and healthy enough to bear the burden of handling enormous data. The emphasis is on speed, efficiency and facility to recall the required information at a short notice. Here the technology comes in a big way to help organizations keep their communication pattern vibrant and meaningful to meet the increasing demands. A well equipped office will have a number of technological aids buzzing with activity. Until recently, the emphasis was on using electronic equipment for recording and preserving oral communication. Now there is an equal stress on using technology for what traditionally used to be recorded and transmitted on paper. Methods of Communication Broadly the Process of Communication can be classified into following methods 1. Verbal Communication 2. Non verbal Communication

1. Verbal communication
When words are used in speech, writing, reading etc to communicate, it is called Verbal Communication. This included both Oral and Written communication. Oral Communication Conversations, telephone talk, interviews, presentations, meetings, conferences, group discussions and speeches etc are the forms of Oral Communication. Oral communication involves the use of words and sound. Advantages Oral Communication is speedy and offers interchange at the personal level. It is also a powerful means of communication. The feed back is possible immediately as the sender and the receiver will be in direct contact It is easier to give any clarification immediately. At the times oral communication carried on at informal levels. It can encourage the frankness and the friendship.

Oral communication does not require much money.

Disadvantages: Oral communication is not appropriate for lengthy messages. Long and detailed formal messages are better communicated in a written manner for fear of missing out relevant points in cases of chemical formulas or computer programs. Oral communication does not have long life as we cannot store the words and can not be referred later. There is no legal validity. Any one can deny what he or she has said before. And also there are greater chances of misunderstandings.

Types of Oral Communication: Face-to- face Communication: It is the best mode of Oral communication. The communication is effective when sender has an eye contact with the receiver. This is possible between two individuals in a meeting or an interview. Communication flows both sides and the feedback is possible immediately. If the other person is not interested or not liking the message the sender can change immediately and make the conversation fruitful. Face-to-face communication is not possible in large gatherings. Telephone: Communication over the telephone depends entirely on the voice and the words used. As the physical presence is not present the clarity of the speech has big role to play. Public Speech: A lecture or a public speech can be conducted with or without microphones. It has face-to-face setting but the distance between sender and the receiver is large. The success of a public meeting depends on the speakers ability to use the microphone, voice modulation and gestures. His silence can also convey many meetings. Interview: This will happen between an interviewee and an interviewer. There will be many interviewers. The meeting is for a specific purpose for a job or selection for a study program or for entering into a business relationship. When interviewer asks the questions to the candidate, both the sides will get a chance to assess the other party. Meeting: Usually a meeting involves a number of persons. The chairman guides the proceedings and maintains order during the meeting. Depending on he type of meeting, there may or many not be a fixed agenda. If it is a formal meeting , notes are taken during the meeting, which are called the minutes. All the people involved in a meeting are constantly communicating. They may be speaking or listening. Presentation: This is a formal well-prepared talk given by an individual to a group. The audience is mostly knowledgeable and interested. There can be different purposes to giving a presentation. It can be a sales talk to introduce a new product and advertise it or

it can be a presentation made to the finance department on the budget and saving techniques. Visual aids and humor can enhance a presentation and make it more attractive. The responsibility of the presenter is to make sure that all the listeners understand the matter. The presentation is usually followed by question hour when the listeners get clarifications.

Written Communication Every thing that is put down on paper by writing comes under the purview of Written communication. This includes letters, circulars, notices, memos, reports, forms, manuals, journal, etc. Advantages Written communication is precise and accurate as it is usually formulated with great care since it can be checked and verified anytime. Once written cannot be refuted. Written documents have permanent shelf life and can be used for future reference. In some cases law requires retention of documents. The records can be referred repeatedly. Any written communiqu can be sent to many people in many places. As the visibility rate of the mistakes is more the errors can occur to others.

Disadvantages Written Communication consumes time for the preparation. It takes time to prepare letters, notes, circulars etc unlike the oral communication which is much faster. Infact the feedback also takes time. The receiver would send the feedback only after receiving the document which consumes time. Written Communication is expensive as we need writing materials. As the visibility rate of the mistakes is high, the errors can occur to others which cannot be rectified instantly by the sender which may cause misunderstanding or damage to the organization if the error is big.

Types of Written Communication 1. Letter This is the most commonly used form of written communication. They are mostly used for external communication. Letters have fixed and formal layout, which must be adhered to. There can be sales letters, complaint letters, bank correspondence and many others.

2. Memo This is an informal communication between members of the same organization and usually relates to day-to-day work. It is used to convey information and instructions. Memos contain brief messages and are normally pre- printed formatted papers on which memos are written. A memo may or may not be signed. It can be personalized for senior managers. 3. Notice This is used when many people in the same organization have to be given the same information. A notice should be short and to the point. It should be clear and well spaced for easy reading. 4. Circular This is a written document giving instructions or orders on a specific matter. For example, circulars issued by the government departments, universities etc. Circulars have a date for reference and signed by the person who has taken out the circular. 5. Report This is a written document prepared by an individual or a committee. It is prepared after research. After the data collection and analysis, the results have to be presented. This is done in a report. It can be detailed or brief.

2. Non verbal communication

Nonverbal communication is a rapidly flowing back-and-forth process. Successful nonverbal communication depends on emotional self-awareness and an understanding of the cues youre sending, along with the ability to accurately pick up on the cues others are sending you. This requires your full concentration and attention. If you are planning what youre going to say next, daydreaming, or thinking about something else, you are almost certain to miss nonverbal cues and other subtleties in the conversation. You need to stay focused on the moment-to-moment experience in order to fully understand whats going on. Nonverbal communication is the process of communication through sending and receiving wordless messages. i.e., language is not the only source of communication, there are other means also. NVC can be communicated through gestures and touch (Haptic communication), by body language or posture, by facial expression and eye contact. NVC can be communicated through object communication such as clothing, hairstyles or even architecture, symbols and infographics. Speech contains nonverbal elements known as paralanguage, including voice quality, emotion and speaking style, as well as prosodic features such as rhythm, intonation and stress. Dance is also regarded as a nonverbal communication. Likewise, written texts have nonverbal elements such as handwriting style, spatial arrangement of words, or the use of emoticons.

Clothing and bodily characteristics Uniforms have both a functional and a communicative purpose. This man's clothes identify him as male and a police officer; his badges and shoulder sleeve insignia give information about his job and rank. Elements such as physique, height, weight, hair, skin color, gender, odors, and clothing send nonverbal messages during interaction. For example, a study[2], carried out in Vienna, Austria, of the clothing worn by women attending discothques showed that in certain groups of women (especially women which were in town without their partners) motivation for sex, and levels of sexual hormones, were correlated with aspects of the clothing, especially the amount of skin displayed, and the presence of sheer clothing, e.g. at the arms. Thus, to some degree, clothing sent signals about interest in courtship. Physical environment Environmental factors such as furniture, architectural style, interior decorating, lighting conditions, colors, temperature, noise, and music affect the behavior of communicators during interaction. The furniture itself can be seen as a nonverbal message Proxemics: Physical space in communication Proxemics is the study of how people use and perceive the physical space around them. The space between the sender and the receiver of a message influences the way the message is interpreted. The perception and use of space varies significantly across cultures and different settings within cultures. Space in nonverbal communication may be divided into four main categories: intimate, social, personal, and public space. 4 such territories have been identified: 1. Primary territory: this refers to an area that is associated with someone who has exclusive use of it. For example, a house that others cannot enter without the owners permission. 2. Secondary territory: unlike the previous type, there is no right to occupancy, but people may still feel some degree of ownership of a particular space. For example, someone may sit in the same seat on train every day and feel aggrieved if someone else sits there. 3. Public territory: this refers to an area that is available to all, but only for a set period, such as a parking space or a seat in a library. Although people have only a limited claim over that space, they often exceed that claim. For example, it was found that people take longer to leave a parking space when someone is waiting to take that space. 4. Interaction territory: this is space created by others when they are interacting. For example, when a group is talking to each other on a footpath, others will walk around the group rather than disturb it. Chromatics: Time in communication

Chromatics is the study of the use of time in nonverbal communication. The way we perceive time, structure our time and react to time is a powerful communication tool, and helps set the stage for communication. Time perceptions include punctuality and willingness to wait, the speed of speech and how long people are willing to listen. The timing and frequency of an action as well as the tempo and rhythm of communications within an interaction contributes to the interpretation of nonverbal messages. Gudykunst & Ting-Toomey (1988) identified 2 dominant time patterns: Example: Monochromic Time A monochromic time system means that things are done one at a time and time is segmented into precise, small units. Under this system time is scheduled, arranged and managed. The United States is considered a monochromic society. Posture Posture can be used to determine a participants degree of attention or involvement, the difference in status between communicators, and the level of fondness a person has for the other communicator. Studies investigating the impact of posture on interpersonal relationships suggest that mirror-image congruent postures, where one persons left side is parallel to the others right side, leads to favorable perception of communicators and positive speech; a person who displays a forward lean or a decrease in a backwards lean also signify positive sentiment during communication. Posture is understood through such indicators as direction of lean, body orientation, arm position, and body openness. Gestures A gesture is a non-vocal bodily movement intended to express meaning. They may be articulated with the hands, arms or body, and also include movements of the head, face and eyes, such as winking, nodding, or rolling ones' eyes. The boundary between language and gesture, or verbal and nonverbal communication, can be hard to identify. Although the study of gesture is still in its infancy, some broad categories of gestures have been identified by researchers. The most familiar are the so-called emblems or quotable gestures. These are conventional, culture-specific gestures that can be used as replacement for words, such as the handwave used in the US for "hello" and "goodbye". A single emblematic gesture can have a very different significance in different cultural contexts, ranging from complimentary to highly offensive. Another broad category of gestures comprises those gestures used spontaneously when we speak. These gestures are closely coordinated with speech. The so-called beat gestures are used in conjunction with speech and keep time with the rhythm of speech to emphasize certain words or phrases. These types of gestures are integrally connected to speech and thought processes. Other spontaneous gestures used when we speak are more contently and may echo or elaborate the

meaning of the co-occurring speech. For example, a gesture that depicts the act of throwing may be synchronous with the utterance, "He threw the ball right into the window." Gestural languages such as American Sign Language and its regional siblings operate as complete natural languages that are gestural in modality. They should not be confused with finger spelling, in which a set of emblematic gestures are used to represent a written alphabet. Gestures can also be categorised as either speech-independent or speech-related. Speechindependent gestures are dependent upon culturally accepted interpretation and have a direct verbal translation. A wave hello or a peace sign are examples of speech-independent gestures. Speech related gestures are used in parallel with verbal speech; this form of nonverbal communication is used to emphasize the message that is being communicated. Speech related gestures are intended to provide supplemental information to a verbal message such as pointing to an object of discussion. Gestures such as Mudra (Sanskrit) encode sophisticated information accessible to initiates that are privy to the subtlety of elements encoded in their tradition. Haptic: Touching in communication Haptic is the study of touching as nonverbal communication. Touches that can be defined as communication include handshakes, holding hands, kissing (cheek, lips, hand), back slapping, high fives, a pat on the shoulder, and brushing an arm. Touching of oneself may include licking, picking, holding, and scratching. These behaviors are referred to as "adaptor" and may send messages that reveal the intentions or feelings of a communicator. The meaning conveyed from touch is highly dependent upon the context of the situation, the relationship between communicators, and the manner of touch.

Improving your nonverbal communication skills

Before you can improve your nonverbal communication skills, you need to figure out what youre doing right and where there is room for improvement. The most effective method is to observe yourself in action:

Video camera Videotape a conversation between you and a partner. Set the camera to record both of you at the same time, so you can observe the nonverbal back-and-forth. When you watch the recording, focus on any discrepancies between your verbal and nonverbal communication. Digital camera Ask someone to take a series of photos of you while youre talking to someone else. As you look through the photos, focus on you and the other persons body language, facial expressions, and gestures. Audio recorder Record a conversation between you and a friend or family member. As you listen to the recording afterwards, concentrate on the way things are said, rather than the words. Pay attention to tone, timing, pace, and other sounds.

Top 10 Nonverbal Communication Tips

Good communication skills can help you in both your personal and professional life. While verbal and written communication skills are important, research has shown that nonverbal behaviors make up a large percentage of our daily interpersonal communication. How can you improve your nonverbal communication skills? The following top ten tips for nonverbal communication can help you learn to read the nonverbal signals of other people and enhance your own ability to communicate effectively. 1. Pay Attention to Nonverbal Signals People can communicate information in numerous ways; so pay attention to things like eye contact, gestures, posture, body movements, and tone of voice. All of these signals can convey important information that isn't put into words. By paying closer attention to other people's nonverbal behaviors, you will improve your own ability to communicate nonverbally. 2. Look for Incongruent Behaviors If someone's words do not match their nonverbal behaviors, you should pay careful attention. For example, someone might tell you they are happy while frowning and staring at the ground. Research has shown that when words fail to match up with nonverbal signals, people tend to ignore what has been said and focus instead on nonverbal expressions of moods, thoughts, and emotions. 3. Concentrate on Your Tone of Voice When Speaking Your tone of voice can convey a wealth of information, ranging from enthusiasm to disinterest to anger. Start noticing how your tone of voice affects how others respond to you and try using tone of voice to emphasize ideas that you want to communicate. For example, if you want to show genuine interest in something, express your enthusiasm by using an animated tone of voice. 4. Use Good Eye Contact When people fail to look others in the eye, it can seem as if they are evading or trying to hide something. On the other hand, too much eye contact can seem confrontational or intimidating. While eye contact is an important part of communication, it's important to remember that good eye contact does not mean staring fixedly into someone's eyes. How can you tell how much eye contact is correct? Some communication experts recommend intervals of eye contact lasting four to five seconds. 5. Ask Questions about Nonverbal Signals If you are confused about another person's nonverbal signals, don't be afraid to ask questions. A good idea is to repeat back your interpretation of what has been said and ask for clarification. An example of this might be, "So what you are saying is that..."

6. Use Signals to Make Communication More Effective and Meaningful Remember that verbal and nonverbal communication work together to convey a message. You can improve your spoken communication by using nonverbal signals and gestures that reinforce and support what you are saying. This can be especially useful when making presentations or when speaking to a large group of people. 7. Look at Signals as a Group A single gesture can mean any number of things, or maybe even nothing at all. The key to accurately reading nonverbal behavior is to look for groups of signals that reinforce a common point. If you place too much emphasis on just one signal out of many, you might come to an inaccurate conclusion about what a person is trying to communicate. 8. Consider Context When you are communicating with others, always consider the situation and the context in which the communication occurs. Some situations require more formal behaviors that might be interpreted very differently in any other setting. Consider whether or not nonverbal behaviors are appropriate for the context. If you are trying to improve your own nonverbal communication, concentrate on ways to make your signals match the level of formality necessitated by the situation. 9. Be Aware That Signals Can be Misread According to some, a firm handshake indicates a strong personality while a weak handshake is taken as a lack of fortitude. This example illustrates an important point about the possibility of misreading nonverbal signals. A limp handshake might actually indicate something else entirely, such as arthritis. Always remember to look for groups of behavior. A person's overall demeanor is far more telling than a single gesture viewed in isolation. 10. Practice, Practice, Practice Some people just seem to have a knack for using nonverbal communication effectively and correctly interpreting signals from others. These people are often described as being able to "read people." In reality, you can build this skill by paying careful attention to nonverbal behavior and practicing different types of nonverbal communication with others. By noticing nonverbal behavior and practicing your own skills, you can dramatically improve your communication abilities.

Chapter 5 BARRIERS TO EFFECTIVE COMMUNICATION

Introduction

Successful performance of an organization depends on effective communication. But an activity as complex as communication is bound to suffer from setbacks if conditions contrary to the smooth functioning of the process emerge. They are referred as barriers because they are they create impediments in the progress of the interaction. Identification of these barriers is extremely important. Usually these communication barriers are also referred as noise. According to the role observed by the two participants, can categorize the barriers;

Sender Oriented Barriers Receiver-Oriented Barriers

I) SENDER-ORIENTED BARRIERS Sender-oriented barriers could be voluntary or involuntary. At any cost, sender should be able to identify the remedies and also remove them. Basically as the sender is originator he/she should be extremely careful not to erect barriers. Below are the some sender oriented barriers. Badly expressed message The sender should be well prepared .If he is not well versed in the topic under the discussion; he can not frame the sentences properly and cannot give the accurate information which results very poor understanding by the receiver hence the purpose will not be served. The receiver should not feel the communicating act with the sender is a waste of time. Loss in transmission The choice of the channel or medium plays an important factor. This is very minor issue but leads to inability in transmitting the actual message. This is mostly physical noise. However the responsibility lies with the sender, as he should ensure that all channels are free of noise before commencing communication. Physical Noise Physical noise is often a barrier in the process of communication. In a factory because of the noise of machines etc. verbal communication is difficult. If a radio or TV is blaring the conversation becomes difficult and messages get distorted. Sender should take care of the physical noise surrounded before communicating. Semantic Problem High and big sounding words definitely look and sound impressive. But if the receiver is not able to comprehend the impact of these words the entire exercise proves futile. This problem could arise in the overall meaning of the message. Over and Under-Communication

The quantum of communication should be just right. Neither should there be excess information nosrt should it be too scanty. Excess information may confuse and the scanty information would make the receiver grope actual intent of the message. Sender should see that there are no repetitions in the communication. I Attitude Sender should never use the pronoun I at the beginning and at the ending the communication. If the sender uses more often I pronoun , it gradually leads to what is referred to as the I-syndrome. He would not be receptive to changes, if suggested by the receiver , as such , changes would go against his personal formulation of certain views. Prejudices Starting any piece of communication with the bias or know-it-all attitude can prove to be quite detrimental to the growth of communication process. When communication commences, all sorts of prejudices should be done away with, and the mind should be free of bias. T This would enable the sender to formulate his message, keeping only the receiver and his needs in mind. Thoughts like last time he said this.or Last time he did thiscan totally warp the formulation of the message.

Remedies for overcoming Sender-oriented barriers:

Care and the constant practice on the part of the sender can remover these barriers. Plan And Clarify Ideas Ideas should be carefully formulated/thought out before beginning any kind of communication. This can be done by following a few steps. Test thinking by communicating with peers and colleagues. It is said that two minds always better than one. Ideas when discussed aloud with another person, necessarily take on a shape and form. Create A Climate Of Trust And Confidence And Empathize In order to win the trust and confidence of the receiver, the sender has to put in extra effort through which he is able to win the trust and confidence of the recipient. This is normally referred as establishing sender credibility. Time your message carefully Different occasions and different hours necessitate a change in the encoding of the message. The sender has to be careful of the time when and the place where he makes his statements. As all communication is situation bound, a statement made at an incorrect moment, or a wrong place can stimulate an undesired response. The most prudent step is to measure the import of the message in relation to the situation and they impart it. Reinforce Words with Action

Whatever statements are made should be reinforced by action on the part of the sender. The receiver should not feel that there are two codes at play, one for transmittal and the other for action. If there is harmony between the two, the decoder is mentally at peace, for his grasp is more accurate and thorough. Once all barriers to communication have been overcome, communication, it is said, has been meaningful and purposeful.

II) Receiver Oriented Barriers

The receiver too can be guilty of erecting barriers in the course of the interaction. Although his role in the initial phase is passive, he becomes active when he starts assimilating and absorbing he information. He is equally to blame if the situation goes awry and communication comes to a stop, or there is miscommunication. Poor Retention Retention is extremely important during interaction. If the receiver has poor retention capability, he would probably get lost in the course of the proceedings. In attentive listening The mind has its own way of functioning. The art of listening is an exercise in concentration. If the receiver can be honed this skill, barriers to communication would not be erected. Tendency to evaluate Being judgmental and evaluative are both the starting points for miscommunication. Remember, the mind cannot perform two activities at the same time. If is is evaluating, listening cannot take place. Evaluation should always be a sequel to the listening process. Interests and Attitudes The receiver should develop interest. I am not interested in what you are saying or My interest lies in other areas . Starting any piece of communication with this kind of indifference can thwart any attempts at communication. Fixed notions of this kind should be dispensed with. It is not possible to be interested in all that is being said. But to start any communication with this notion is hazardous. Differing status and position Position in the organizational hierarchy is no criterion to determine the strength of ideas and issues. Rejecting the proposal of a subordinate or harbouring a misconception that a junior can not come up with a eureka concept is not right. In fact, many companies have started encouraging youngsters to come up with ideas and solutions to a particular problem. These ideas are then discussed among senior officers and their validity is ascertained keeping the workings and the constraints of the company in mind. The basic purpose of this upward traversing of ideas is that fresh and innovative minds can come up with unique solutions. If an individual has been working in a particular company for some years, it is natural that his mind gets conditioned in a particular manner. Challenging newcomers to innovate as apart of company policy takes care of ego problems that may arise if this is not the accepted norm.

Resistance to Change Flexibility is most important factor in communication process. Fixed ideas, coupled with an unwillingness to change or discuss, hampers listening and results in miscommunication. People with dogmatic opinions and views prove to be very poor communicators and erect maximum number of barriers. Refutations and arguments Always enter into healthy discussions. Refutations and arguments are negative in nature. Trying to communicate with the sender on the premise that refutations and arguments can yield fruitful results would prove to be futile. Communication is a process in which the sender and the receiver are at the same level. The minute the refutations or arguments begin, there is a shift in balance between the two participants, after which the receiver moves to a conceived higher position and the sender remains at the same level. In case there are some contradictions that need to be resolved, discussion is the right way to approach. Listening to the views of the other, trying to understand or at least showing that there has been understanding, appreciating and , finally posting own views should not make the sender feel small or slighted. Most of the barriers that are receiver-oriented are best overcome by improving listening skills and learning strategies of giving feedback.

Chapter 6 REPORT WRITING

A report is a logical presentation of facts and information. It is a logical and coherent structuring of information, ideas and concepts. It is a basic tool on which decisions can be based. What is a report? As per C.A.Brown it is very simple: A report is a communication from someone who has some information to someone who needs that information.

FIVE WS AND ONE H

Prior to commencing work on a report, a few queries should be raised by the report-writer and satisfactorily answered. Basically the writer should answer the queries centered to five Ws and one H. 1. 2. 3. 4. 5. What? : What is the outline of the message? Why? : Why is the issue important? Who? : Who is involved in the situation? When? :The timings of the situation Where? : The place of the situation.

6. How? : The main reason for the content/how it happened? The goal of making reports is to make information as clear and convenient and accessible as possible. Because time is precious, You tell the readers what they want to know no more, no less- and you present the information in such a way that it geared to their needs. Reports vary widely in their purpose. They also differ with the type of audience they are written for. TYPES OF REPORTS Basically there are two types of reports. 1. Informational 2. Analytical Broadly speaking both types of reports contain similar components in terms of structure or organization. Reports can be further classified in different ways. 1. On the basis of formality Informal Report: This is done usually at the personal level. As these reports deals with person to person communication, it does not follow any format and informally convey s the required information. Formal Report: This is prepared in prescribed form in an organization, an institute presented to the prescribed authority. For ex: Directors report, Auditors Report or AGM reports.

2. On the basis of frequency of issue Periodic or Routine Reports: These are presented at regular, routine intervals in the normal course of business. The time period could be annually, half yearly, monthly, fortnightly, weekly or even daily. Generally, these reports are a mere statement of facts. Examples: Progress reports, Sales reports, Performance reports etc. Special Reports: They are related and generated for a single occasion or situation. They deal with non-recurrent issues. An individual or a committee is appointed to investigate the situation and present its findings. They give suggestions to the management to decisions. For ex: project reports, Feasibility Study Report, First Information Reports (FIR) etc.

3. On the basis of function: Informative Report: This presents facts and information related to an issue or situation. For Ex: Annual Balance Sheets, Sales reports with figures etc. Interpretive Report: This analyses the facts, draw conclusions and makes recommendation to solve the problem. For Ex. If the report delves into the causes

of low sales during a particular period, it becomes an interpretive or analytical report. 4. On the basis of the nature of the subject Problem- Determining Report Fact-Finding report Performance Report Technical Report

Some other types of Reports F.I.R. or First Information Report Progress Report Inspection Report Performance appraisal report Project Report Annual Report Feasibility Report Survey Report Press Report.

ANALYTICAL REPORTS: The analytical report comprises stages in which there is a proper identification of the problem, analysis and subsequent interpretation. Recommendations or suggestions are then incorporated in the report, depending upon what is required by the report writer. CHARACTERISTICS OF A GOOD REPORT We can distinguish the reports as good or bad based upon the following characteristics: 1. Accuracy: This is very essential for a good report. If the facts are wrong , it may leas to disastrous results. Some times even with a minor mistake in fact the business will suffer to a greater extent. 2. Precision: The writer should be absolutely clear about the exact purpose of the report. Precision gives it a kind of cohesion and unity. 3. Relevance: The facts presented in the report should bear the relevant to the situation. Irrelevant facts or message makes the reports confusing. 4. Brevity: A report should be as brief as possible. But this quality should not be achieved at the cost of clarity. The report should not be unnecessarily long. Include everything but be brief.

5. Simple and unambiguous language: It should be free from fancy statements and figures of speech. Since it is a technical document of utility, it should remain simple and non-confusing. 6. Reader Orientation: While drafting a report, one should keep in mind the people who will be reading it. A report meant for the layman will be totally different from a report meant for technical experts. 7. Clarity: A good report is absolutely clear. The reader should not have any problem in understanding it. Clarity should be maintained in presentation and the purpose. The sources of data, findings and recommendations should all be extremely clear. Suitable headings and paragraphing must be done. If the report contains figures, they should be presented in suitable tables and formats. The report must be written systematically for extreme clarity. Preparing a Report Once you are clear about the purpose of writing a report, the persons for whom it is meant, the facts to be examined and the facts to be included, and the time at your disposal, and know what type of report you are going to write, it is time to start the work. Suggestions to write a report: Investing the sources of information: Investing the sources of information is done right at the beginning. The extent of the investigation depends upon the length and importance of the report. Major sources of information are company files, personal observation, interviews, letters, questionnaires and library research. Taking Notes: During investigations the writer should take the notes continuously. Analyzing the data: All the data collected is analyzed. Some needs to be rejected and more might be needed fresh. The writer should never be in a hurry here, as this is an important stage. Making an outline: Once all the ingredients are ready the writer should plan the report in his mind and should prepare an outline. In this, the problem is stated, the facts are recorded, they are analyzed and the logical conclusion is reached. This is more like a rough copy and is very helpful in the final report writing. Writing the report: Writing the report requires a lot of planning and consultation. It should be correct in all ways-logically, grammatically and clarity-wise. The writer must take pains over this, as it will be read by the person who needs it and they will form an impression.

PARTS OF THE REPORT A report has several parts, which enables the writer to layout all the information in a simple easyto-read form. All reports do not need all the parts, but longer reports, which are formal, do need to have all the parts.

1. Title: Every report should have a title which indicates the subject of the study, the period and the location of the study. If the report is long, it can cover the whole page, including other things like the writers name etc. In case of a short report, the title appears at the top of the first page only. 2. Terms of reference: This gives details about the assignment and the pruppose and scope of the study. 3. Procedure: This mentions the methods used to collect information for the report writing. The methods of data collection will depend on the nature of the study. For example: visits, personal inspections, experimentation, interrogation, old records, etc. 4. Findings: This is the main part where the findings are presented. The collected facts and figures have to be organized into a presentable and readable form. Suitable headings and subheading are to be included. This section may end with a summary of the most important findings that emerge. There may be a separate section with the conclusions. 5. Use of illustrations: A report becomes much more readable, clear and effective if the findings are explained with relevant illustrations. These can be in the form of charts, graphs , diagrams, maps, etc. 6. Recommendations: These are proposals for action suggested by the report writing authority. This in included only if the assignment has asked for it and are usually given by senior people. 7. Signature, Place, Date: All the people who are in the report writing committee must sign the report. The signature is on the right and the place and date are on the left. The date is the date-of-submission of the report. 8. Table of contents: This is included only if the report is long. It can be attached after the title page. 9. Appendix: This is supplementary material given at the end of the report. This is something, which has been used or referred to in the report. For example, map, questionnaire, etc. If there is more than one appendix, they are numbered. 10. Acknowledgements: This is a list of names of people or organizations that helped in the report writing. It will appear before the first chapter. 11. ADDENDA: There are some optional items of the report will comes under Addenda. We will not see these items in all the reports. Their inclusion will depend on their need, the length of the report and the technical nature of the report. This will include the following: List of references: Sometimes other written material is used and quoted in the report that you write. When this is done, you must always quote the place from where it has been taken. Bibliography: If the report is based on some extensive work already done by someone else, the party should be name under bibliography. It can also include workds recommended for further reading. Glossary: It is the list of technical words used in the report and their meanings. Appendices: Statistical data, charts, maps and diagrams, copies of questionnaires, etc. are not incorporated in the main body of the report. This is because it creates a diversion and the flow of the report is lost. These things are however essential for reference and are, hence included at the end.

Contents Page: This is given in case of long reports. Ti is normally included in the beginning. It specifies the various items that will appear in the report along with the page number on which they will appear.

Chapter 7 COMMUNICATOIN TECHNOLOGY & ITS IMPACT ON OFFICE PROCEDURES AND AUTOMATION
Communicating successfully in the business world today includes communicating effectively by electronic automation. A medium is the means of transmitting or conveying a message. Some media carry written words/pictures/graphics and other media carry the voice. Electronic media can carry both the voice and written material. Any organization needs to have a healthy and effective communication tools, the medium that suits for their office environment. Hence one should be very careful in selecting the medium. Let us look into some aspects in choosing the medium for a particular message: 1. The type of audience you want to reach 2. The speed with which the message should be conveyed, the pressure and the distance between the sender and the receiver influence the choice of medium. E-mail is much faster than courier/by mail. 3. Need for confidentiality of the message is an important consideration. 4. Need for accuracy in transmission is very important, the content should be more precise and accurate. 5. Need for reliability of the medium is an important factor. For example sending a message by hand delivery is more reliable than ordinary mail, registered post is more reliable than ordinary mail. 6. Cost of the medium and its relative importance and urgency. 7. Availability of a particular medium to the sender and to the receiver is obviously affecting factor. 8. Feedback capacity of the medium. 9. Availability of hard copy of record. 10. Formality of the medium must be suitable to content of the message. A letter of congratulation is more formal and has a different effect from conveying the same orally. 11. Intensity and complexity of the message is a major factor. Some messages like changes in policies regarding the employees, when a job of an employee is in danger, or messages with the emotional aspects have high intensity and are very complex. One should be very careful in selecting the medium in any organization irrespective of the size. Oral messages

These are carried by air vibrations, the microphones/loud-speaker, the telephone, cellular phone, voice mail and the radio. The written messages are carried through e-mails, fax, etc. Now a days the interaction between the various branches of the same office situated in different parts of the world is also possible through Teleconfenrencing. Electronic Communication The media which transmit signals instantly from any source to any destination in the world by modern electronic technology. Telephone This form of electronic communication has been around for nearly a century. It is the most useful and universal medium of oral communication with a person who is not present at the same place as the sender. The telephone instrument has evolved, over the years, into very sophisticated forms with many new facilities. Intercom facilities: telephonic conversations within the office inter departmental personal can instantly which saves time. STD (Subscriber Trunk Dialing) allows the user to make call to a number located in another city directly. This facility is available in almost all the parts of the state. ISD (International Subscriber Dialing): This higher version of STD, here we can communicate to any part of the world. Every country has an international code number which we dial before dialing the required number. Both the STD and ISD facilities can be locked with a number code on telephone attached to electronic exchanges. Cellular Phone The cellular (mobile) phone is based on a combination of the old radio technology and emerging telecommunication technology. Cellular phones operate through airways, much like a radio. Air time is charged. Cellular phone instruments have facilitated for storage of numbers, record of missed calls, for receiving text messages (SMS), for leaving voice mail, and for receiving information given. Infact Mobile phones have the capacity for multimedia messaging. It allows you to add pictures, sound, colour, voice, animation, to messages which you send over the mobile phone. Photos can be taken by MMS-enabled phone can be sent to other MMS-enabled phones, to e-mail addresses, can be published on the internet, used in a presentation, or just stored in a personal album. Advantages The mobile has freed managers from the confines of their offices as they can be in touch with the office from wherever they are.

It has become possible to contact persons who are traveling or are out in the open. Marketing persons who visit customers can instantly get in touch with their home office to consult. Most importantly traveling representatives have instant access to data and information from the home, office as well as other information through the internet which can be accessed from the mobile phone.

Voice Mail Voice mail is a communication service on the telephone line. The simple answering machine which can be attached to a telephone is a form of voice mail: it allows caller to leave name, number and message if do not answer the phone. The message can be retrieved and answered later, at a more convenient time. Hence Voice mails helps to make better use of time, it can help to prevent interruptions in office work. Fax The facsimile machine is a device for transmitting copies of printed image over telephone lines. The machine is connected to the telephone through a modem. Fax permits quick exchange of information and documents between offices and organizations and individuals. Important decisions and instructions can be quickly conveyed to branches and other offices. Fax can also sent through the computer. The latest models of computers have an inbuilt modem, and software. E-mail Electronic mail requires a computer, a telephone line and a modem. E-mail is the most frequently used application of the internet. The communication is almost instantaneous, besides sending a message you can send whole documents are attached to the message. It is easy to send an e-mail, one should prepare a message on a word processing program, log on to the e-mail, copy and paste the message on the compose directly on the compose frame after logging on and send it by clicking on the send button. The messages remains in the receivers email inbox and can be read at any time. In order to send an e-mail one should know the recipients e-mail address. Advantages An important capability of e-mail is its ability to create on going electronic conferences. E-mail provides discussion groups or list for electronic conferences. E-mail makes information more accessible and permits faster procedures in an organization. E-mail does not command the feedback instantly as in the case of telephone, there is time to think before replying. E-mail democratizes the organization within organization, e-mail bypasses

the chain of command for vertical communication. A sub-ordinates querry or observation may be simultaneously on the computer of the immediate supervisor as well as a higher level manager. Information which would take time moving through the chain of command and may get edited on the way, can go straight to the intended recipient.

Tele Conferencing Conferences held by the people sitting in different branches/ areas of the same organization or the of the segment with the help of Audio and video presentation equipment are referred as Teleconference. 1. Audio Conferencing Provides the facility to move text, computer generated images, photographs and large files over ordinary telephone lines (like internet). It is not as expensive as video conferencing but still requires going to the location that has the equipment or investing in the equipment. 2. Video Conferencing Allows people at different locations to see and hear each other at the same time. It is fully interactive and almost like a face-to-face meeting. With the more complex systems and equipment it is possible to have more than two locations connected together so that they can see and hear together so that they can see and hear one another almost like an actual meeting. Benefits The benefits of video conferencing are remarkable. Almost like communicating face-to-face. The interaction allows people from different places to understand/know more about each other. It develops intimacy and goes long way in building relationships in a way that telephone or e-mail cannot do. It improves appeal and retention by including diverse media like video-audio clips, graphics, animation and computer applications for demonstrations and explanation. It saves the time and cost of traveling to meet and allows people to keep in touch more frequently. It enriches communication in several ways. Internet The internet is a world-wide collection of computer networks that co-operate with one another by using a common software standard. It conveys data through satellite links and telephone wires. The speed of the internet has changed the way people receive information. The size, scope and design of the internet enable users to: connect easily through an ordinary personal computer and local telephone line,

exchange electronic mail with colleagues, customers, friends and also attach files which are on their computer, share business and research data among colleagues, request and provide and help with problems and questions, post information for others to access, and update the information regularly, publicize and market good and services, gather valuable feedback and suggestions from customers and business partners, access multimedia information which includes photographic images, sounds and video, join group discussions on any subject, Subscribe to mail lists on top of interest and receive views expressed.

Since the internet consists of not one but multiple data systems, which were developed independently, it allows users to access a variety of services. The most important and popular ones are: E-mail for exchange of electronic mail, Internet Relay Chat (IRC) for sending private and public messages to other users in real time, USENET newsgroups for posting and answering messages on public bulletin board, File Transfer Protocol (FTP) for storing and retrieving data files on large computers systems. CU-See Me, a videoconferencing system which allows users to send and receive sound and pictures simultaneously over the internet. Computers We do not see even a single office without having a computer. Infact just a tabletop computer itself is treated as an office. One should agree to the fact that the entire world is connected and treated as a global village due to the invention and usage of computer with various applications. The computer is a versatile electronic instrument which can combine various media functions. The trend of technology is towards convergence of various technologies so that the computer has become the single multi-task equipment for all kinds of transmission. Uses A computer helps in preparation of letters, reports, meeting agenda, and various other documents required in an office by using some applications. Databases of customers, suppliers, and employee information etc can be stored and maintained and easily updated. Electronic mail, Voice mail, Videoconferencing, and multimedia facility allow all forms of communication to be transmitted. Fax and telex can also be sent through the computer. The access to the internet is possible only through the computer. Special facilities like ecommerce, and internet banking, etc are possible through the computer.

Accounting software is already in use in many offices so that account books do not have to be written manually. Various financial reports can be prepared within a short time by using the accounting software packages.

Software programs are being written for almost all activities in business. Computer technology is the fastest growing field, advances are made rapidly, and users can upgrade their equipment and buy latest software for more advanced tasks.

Supplementary material 1. Ice Breakers

Ice Breakers can be an effective way of starting a training session or team-building event. As interactive and often fun sessions run before the main proceedings, they help people get to know each other and buy into the purpose of the event. If an ice breaker session is well-designed and well-facilitated, it can really help get things off to a great start. By getting to know each other, getting to know the facilitators and learning about the objectives of the event, people can become more engaged in the proceedings and so contribute more effectively towards a successful outcome. But have you ever been to an event when the ice breaker session went badly? Just as a great ice breaker session can smooth the way for a great event, so a bad ice breaker session can be a recipe for disaster. A bad ice breaker session is at best simply a waste of time, or worse an embarrassment for everyone involved. As a facilitator, the secret of a successful icebreaking session is to keep it simple: Design the session with specific objectives in mind and make sure the session is appropriate and comfortable for everyone involved. This article helps you think through the objectives of your ice breaker session, and then suggests various types of ice breaker you might use. As a facilitator, make sure your ice breakers are remembered for the right reasons as a great start to a great event! When to Use Icebreakers As the name suggests, an ice breaker session is designed to break the ice at an event or meeting. The technique is often used when people who do not usually work together, or may not know each other at all, meet for a specific, common purpose. Consider using an ice breaker when: * Participants come from different backgrounds. * People need to bond quickly so as to work towards a common goal. * Your team is newly formed.

* The topics you are discussing are new or unfamiliar to many people involved. * As facilitator you need to get to know participants and have them know you better. So Whats the Ice? When designing your ice breaker, think about the ice that needs to be broken. If you are bringing together like-minded people, the ice may simply reflect the fact that people have not yet met. Polish your leadership skills! If you are bringing together people of different grades and levels in your organization for an open discussion, the ice may come from the difference in status between participants. If you are bringing together people of different backgrounds, cultures and outlooks for work within your community, then the ice may come from peoples perceptions of each other. Youll need to handle these differences sensitively. Only focus on whats important to your event. (Remember, you want to break some ice for your event, not uncover the whole iceberg, or bring about world peace!) And as you move on to design and facilitate the event, its always best to focus on similarities (rather than differences), such as a shared interest in the events outcome. Designing Your Icebreaker The key to a successful ice breaker is to make sure the ice breaker is specifically focused on meeting your objectives and appropriate to the group of people involved. Once you have established what the ice is, the next step is to clarify the specific objectives for your ice breaker session. For example, when meeting to solve problems at work, the ice breaker objectives may be: To establish a productive working environment for todays event with good participation from everyone involved, irrespective of their level or job role in the organization. With clear objectives, you can start to design the session. Ask yourself questions about how you will meet your objectives. For example: * How will people become comfortable with contributing? * How will you establish a level playing field for people with different levels and jobs? * How will you create a common sense of purpose? These questions can be used as a check list once you have designed the ice breaker session:

Will this ice breaker session help people feel comfortable establish a level playing field etc As a further check, you should also ask yourself how each person is likely to react to the session. Will participants feel comfortable? Will they feel the session is appropriate and worthwhile? Example Ice Breakers There are many types of ice breakers, each suited to different types of objectives. Here we look at a few of the more popular types of ice breakers and how they can be used. Introductory Ice Breakers Introductory ice breakers are used to introduce participants to each other and to facilitate conversation amongst the participants. The Little Known Fact: Ask participants to share their name, department or role in the organization, length of service, and one little known fact about themselves. This "little known fact" becomes a humanizing element that can help break down differences such as grade / status in future interaction. True or False: Ask your participants to introduce themselves and make three or four statements about themselves, one of which is false. Now get the rest of the group to vote on which fact is false. As well as getting to know each other as individuals, this ice breaker helps to start interaction within the group. Interviews: Ask participants to get into twos. Each person then interviews his or her partner for a set time while paired up. When the group reconvenes, each person introduces their interviewee to the rest of the group. Problem Solvers: Ask participants to work in small groups. Create a simple problem scenario for them to work on in a short time. Once the group have analyzed the problem and prepared their feedback, ask each group in turn to present their analysis and solutions to the wider group. Tip: Choose a fairly simple scenario that everyone can contribute to. The idea is not to solve a real problem but to warm up the group for further interaction or problem solving later in the event. The group will also learn each other's styles of problem-solving and interaction. Team-Building Ice Breakers

Team-building ice breakers are used to bring together individuals who are in the early stages of team building. This can help the people start working together more cohesively towards shared goals or plans. The Human Web: This ice breaker focuses on how people in the group inter-relate and depend on each other. The facilitator begins with a ball of yarn. Keeping one end, pass the ball to one of the participants, and the person to introduce him- or her-self and their role in the organization. Once this person has made their introduction, ask him or her to pass the ball of yarn on to another person in the group. The person handing over the ball must describe how he/she relates (or expects to relate) to the other person. The process continues until everyone is introduced. To emphasis the interdependencies amongst the team, the facilitator then pulls on the starting thread and everyone's hand should move. Ball Challenge: This exercise creates a simple, timed challenge for the team to help focus on shared goals, and also encourages people to include other people. The facilitator arranges the group in a circle and asks each person to throw the ball across the circle, first announcing his or her own name, and then announcing the name of the person to whom they are throwing the ball (the first few times, each person throws the ball to someone whose name they already know.) When every person in the group has thrown the ball at least once, its time to set the challenge to pass the ball around all group members as quickly as possible. Time the process, then ask the group to beat that timing. As the challenge progresses, the team will improve their process, for example by standing closer together. And so the group will learn to work as a team. Hope, Fears and Expectations: Best done when participants already have a good understanding of their challenge as a team. Group people into 2s or 3s, and ask people to discuss their expectations for the event or work ahead, then what they fears and their hopes. Gather the groups response by collating 3-4 hopes, fears and expectation from pairing or threesome. Topic exploration ice breakers Topic exploration ice breakers can be used to explore the topic at the outset, or perhaps to change pace and re-energize people during the even. Word association: This ice breaker helps people explore the breadth of the area under discussion. Generate a list of words related to the topic of your event or training. For example, in a health and safety workshop, ask participants what words or phrases come to mind relating to "hazardous materials". Participants may suggest: 'danger,' 'corrosive,' 'flammable,' 'warning,' 'skull and crossbones,' etc. Write all suggestions on the board, perhaps clustering by theme. You can use this opportunity to introduce essential terms and discuss the scope (whats in and whats out) of your training or event.

Burning questions: This ice breaker gives each person the opportunity to ask key questions they hope to cover in the event or training. Again you can use this opportunity to discuss key terminology and scope. Be sure to keep the questions and refer back to them as the event progresses and concludes. Brainstorm: Brainstorming can be used as an ice breaker or re-energizer during an event. If people are getting bogged down in the detail during problem solving, for example, you can change pace easily by running a quick-fire brainstorming session. If you are looking for answers to customer service problems, try brainstorming how to create problems rather than solve them. This can help people think creatively again and gives the group a boost when energy levels are flagging.

2. Making a Great First Impression!

It takes just a quick glance, maybe three seconds, for someone to evaluate you when you meet for the first time. In this short time, the other person forms an opinion about you based on your appearance, your body language, your demeanor, your mannerisms, and how you are dressed. With every new encounter, you are evaluated and yet another persons impression of you is formed. These first impression can be nearly impossible to reverse or undo, making these first encounters extremely important, for they set the tone for the all the relationships that follows. So, whether they are in your career or social life, its important to know how to create a good first impression. This article provides some useful tips to help you do this. Be on Time Someone you are meeting for the first time is not interested in your good excuse for running late. Plan to arrive a few minutes early. And allow flexibility for possible delays in traffic or taking a wrong turn. Arriving early is much better that arriving late, hands down, and is the first step in creating a great first impression. Be Yourself, Be at Ease If you are feeling uncomfortable and on edge, this can make the other person ill at ease and thats a sure way to create the wrong impression. If you are calm and confident, so the other person will feel more at ease, and so have a solid foundation for making that first impression a good one. Present Yourself Appropriately Of course physical appearance matters. The person you are meeting for the first time does not know you and your appearance is usually the first clue he or she has to go on. But it certainly does not mean you need to look like a model to create a strong and positive first impression. (Unless you are interviewing with your local model agency, of course!) No. The key to a good impression is to present yourself appropriately.

They say a picture is worth a thousand words, and so the picture you first present says much about you to the person you are meeting. Is your appearance saying the right things to help create the right first impression? Start with the way you dress. What is the appropriate dress for the meeting or occasion? In a business setting, what is the appropriate business attire? Suit, blazer, casual? And ask yourself what the person you'll be meeting is likely to wear - if your contact is in advertising or the music industry, a pinstripe business suit may not strike the right note! For business and social meetings, appropriate dress also varies between countries and cultures, so its something that you should pay particular attention to when in an unfamiliar setting or country. Make sure you know the traditions and norms. And what about your personal grooming? Clean and tidy appearance is appropriate for most business and social occasions. A good haircut or shave. Clean and tidy clothes. Neat and tidy make up. Make sure your grooming is appropriate and helps make you feel the part. Appropriate dressing and grooming help make a good first impression and also help you feel the part, and so feel more calm and confident. Add all of this up and you are well on your way to creating a good first impression. A Word about Individuality The good news is you can usually create a good impression without total conformity or losing your individuality. Yes, to make a good first impression you do need to fit in to some degree. But it all goes back to being appropriate for the situation. If in a business setting, wear appropriate business attire. If at a formal evening social event, wear appropriate evening attire. And express your individuality appropriately within that context. A Winning Smile! Smile and the world smiles too.* So theres nothing like a smile to create a good first impression. A warm and confident smile will put both you and the other person at ease. So smiling is a winner when it comes to great first impressions. But don't go overboard with this - people who take this too far can seem insincere and smarmy, or can be seen to be "lightweights". Be Open and Confident When it comes to making the first impression, body language as well as appearance speaks much louder than words. Use your body language to project appropriate confidence and self-assurance. Stand tall, smile (of course), make eye contact, greet with a firm handshake. All of this will help you project confidence and encourage both you and the other person to feel better at ease. Almost everyone gets a little nervous when meeting someone for the first time, which can lead to nervous habits or sweaty palms. By being aware of your nervous habits, you can try to keep them in check. And controlling a nervous jitter or a nervous laugh will give you confidence and help the other person feel at ease. Small Talk Goes a Long Way Conversations are based on verbal give and take. It may help you to prepare questions you have for the person you are meeting for the first time beforehand. Or, take a few minutes to

learn something about the person you meet for the first time before you get together. For instance, does he play golf? Does she work with a local charitable foundation? Is there anything that you know of that you have in common with the person you are meeting? If so, this can be a great way to open the conversation and to keep it flowing.

Be Positive Your attitude shows through in everything you do. Project a positive attitude, even in the face of criticism or in the case of nervousness. Strive to learn from your meeting and to contribute appropriately, maintaining an upbeat manner and a smile. Be Courteous and Attentive It goes without saying that good manners and polite, attentive and courteous behavior help make a good first impression. In fact, anything less can ruin the one chance you have at making that first impression. So be on your best behavior! One modern manner worth mentioning is turn off your mobile phone. What first impression will you create if you are already speaking to someone other than the person you are meeting for the first time? Your new acquaintance deserves 100% of your attention. Anything less and youll create a less than good first impression. Key Points You have just a few seconds to make a good first impression and its almost impossible ever to change it. So its worth giving each new encounter your best shot. Much of what you need to do to make a good impression is common sense. But with a little extra thought and preparation, you can hone your intuitive style and make every first impression not just good but great.

3. Speaking to an Audience
Communicate Complex Ideas Successfully Speaking to an audience can be fun and exciting. However, lack of preparation or not clearly defining the presentation's goals and its audience can make even the best-intended presentation a complete disaster. Preparation The Key to Successful Speaking... To ensure your presentation is effective, first determine your objective. Ask yourself: Why am I giving the presentation? What do I want the audience to take away from the presentation? Second, determine your audience. Their familiarity with the presentation topic will determine the level at which you present your speech. How to Structure Your Presentation

Once you have determined your presentation's objective and overall goal, as well as the audience, it's time to structure your presentation. You will need to start this process by determining the length of the presentation. Take the allotted time and break it into smaller segments, with each segment tackling a specific task (all of which reflect the overall objective of the presentation). For example, the fist segment should be the presentation introduction. In this segment, you should give an overview of your presentation, or a short summary of your speech, explaining the topic, why you are covering this topic, and what you hope to accomplish. The next segment should tackle the first item on your agenda, with the following segment tackling the following item on your agenda, and so on. Once you have developed the introduction and outlined the following segments, spend some time thinking about the conclusion of the presentation. The introduction of the presentation and the conclusion of the presentation are the most important parts and should have the strongest impact. Achieving Clarity and Impact Keep your presentation short and simple. Your audience will not remember every point of your presentation, so highlight the most important parts. The longer the presentation, the higher the risk of boredom. When in doubt, use the "tell 'em" structure: Tell them what you are going to tell them (For instance, In this presentation I will show you). Tell them the key points, expanding and illustrating each one, clearly and concisely. Tell them what you have told them (For instance, In closing or In summary) and conclude. Reinforce Your Message with Visual Aids Next, consider the use of visual aids. Slide projectors, data projectors, video machines and computers should be tested out beforehand to make sure they are operating correctly and that you know how to use them. Make sure you do not cram too much information onto any single visual. A good rule of thumb to follow is to keep each visual to six lines or less. Also, make sure any type or graphics are large enough the audience can see it clearly (from all seats) and make sure the colors used are easy on the eyes, taking into account the lighting. A sad fact is that much of your authority will be judged by the quality of your slides you need to make sure that their design supports the style of your message. Overheads should be clearly marked and arranged in order beforehand. Flip charts should be prepared in advance when possible. When used during the presentation to take notes, make print large enough for all participants to see. When using these various visuals, do not turn your back to the audience. Position yourself so you can use the visuals while facing your audience. Arranging the Room If possible, visit the room in which you will make the presentation well in advance. Determine seating (circle seating encourages interaction, rows of seats discourages interaction, etc.) and determine how the visual aids you choose will work. Consider lighting,

space, even the temperature of the room. Consider placing notepads and pencils at each seat if participants need to take notes. Or, you may want to have glasses at each seat with a few pitchers of water if the presentation is going to last more than half of an hour. If you do this, make sure you allow time for bathroom breaks. While you do not need to memorize your entire presentation, make yourself very, very familiar with it through several practice runs. Rehearse the presentation in its entirety as often as you can before delivering it to a live audience. The more you rehearse, the more confident you will be and the more fluent you will seem to your audience if you know your subject matter and have adequately prepared, you will be able to deliver your message loud and clear. When in doubt or nervous, stay focused on your purpose - helping your audience understand your message. Direct your thoughts to the subject at hand. The audience has come to hear your presentation and you will succeed! Tips and Techniques Tips to help make your presentation a smashing success: Avoid too many statistics and confusing information in your presentation. Instead, put this information in a handout for participants to refer to at a later date. If you forget your words, pause for a moment and remember your objective. While the words may not come right back to you, this will help keep you on track and may even help you to think of additional thoughts and ideas your audience will benefit from hearing. Visualize yourself succeeding. Begin by breathing. Before the presentation, focus on the needs of the audience. Take a public speaking course at a local college or university. These are oftentimes offered as night courses and are usually very inexpensive, while providing you with important skills that will enhance your confidence in this area. Videotape yourself going through the presentation. All you need to do this is a video camera and a tripod. Then, run through the video and make changes according to your thoughts on the taped presentation.

4. Writing Effective Emails

Making sure your messages get read and acted upon Do people respond to your emails in the way you want them too? Or do they seem to ignore them, or miss important information? And are you sure that you're making the best possible impression with your emails? When you compose an email message, there are some simple rules that you can follow to ensure that your emails make a positive impression, and get you the response you want. We look at these here, and we'll illustrate the points we're talking about with both good and bad examples at the end of each section Subject Lines are Headlines

A newspaper headline has two functions: It grabs your attention, and it tells you what the article is about, so that you can decide if you want to read further. Email subject lines need to do exactly the same thing! Use a few well-chosen words, so that the recipient knows at a glance what the email is about. If your message is one of a regular series of emails, such as a weekly project report, include the date in the subject line. And for a message that needs a response, you might want to include a call to action, such as "Please reply by November 7". Remember that everyone tries to reduce the amount of "spam" email messages they receive. If you make appropriate use of the subject line, you increase the chances that your email will be read, rather than mistaken for spam and deleted without so much as a glance. Of course, just as it would be ridiculous to publish a newspaper without headlines, never leave the subject line blank. Emails with blank subject lines are usually spam! Bad Example Subject: Meeting Hi Jim, I just wanted to remind you about the meeting we have scheduled next week. Do let me know if you have any questions! Best wishes, Mark This email is an example of poor communication for several reasons. Let's focus on the headline. As you can see, it's titled "Meeting". Why is this bad headline? Well, there's no information about the meeting. If your calendar is full of meetings, you might even wonder which one Mark is talking about. And there's certainly no clarity about the subject, or when and where the meeting's being held. What's more, the lack of specific information makes it look like a spam email. This email risks being deleted without being read! Also, the tone of the message is that of a friendly reminder. There's nothing wrong with that, but essential details are missing. If Jim hasn't heard anything about the meeting, or has completely forgotten about it, he'll have to write back for more information. Good Example

Subject: Reminder of 10am Meeting Sched. 10/05 on PASS Process. Hi Jim, I just wanted to remind you about the meeting we have scheduled for Monday, October 5, at 10:00am. It's being held in conference room A, and we'll be discussing the new PASS Process. If you have any questions, feel free to get in touch (x3024). Best Wishes, Mark See how specific this new headline is? The great thing about this headline is that the reader doesn't even have to open the email to get most of the relevant information. And the precise nature of the headline serves as a useful prompt. Every time the reader glances at his saved emails, he'll be reminded about that specific meeting. Make One Point per Email One of the advantages of email compared with traditional letters is that it doesn't cost any more to send several emails than it does to send one. So, if you need to communicate with someone about a number of different things, consider writing a separate email on each subject. That way, your correspondent can reply to each one individually and in the appropriate time frame. One topic might only require a short reply, that he or she can send straight away. Another topic might require more research. By writing separate messages, you should get clearer answers, while helping other people manage their inboxes better. If you do want to put several points in an email - perhaps because they relate to the same project - consider presenting each point in a separate, numbered paragraph. This makes each point stand out, significantly increasing the likelihood that each point will be addressed. As with traditional business letters, each individual email should be clear and concise, with the purpose of the message detailed in the very first paragraph. Sentences should be kept short and to the point. The body of the email should contain all pertinent information (see our articles on Writing Skills and The Rhetorical Triangle), and should be direct and informative. Bad Example Subject: Revisions for Sales Report

Hi Jackie, Thanks for sending in that report last week. I read through it yesterday and feel that you need more specific information regarding our sales figures in Chapter 2. I also felt that the tone could be a bit more formal. The report is going to be read by our Executive Team, and needs to reflect our professionalism. Also, I wanted to let you know that I've scheduled a meeting with the PR department for this Friday, regarding the new ad campaign. It's at 11:00, and will be in the small conference room. Please let me know if you can make that time. Thanks! Monica Monica got a good headline in there, and she was pretty clear on the changes she wanted Jackie to make to that report. But what did she do wrong? Well, that second paragraph about the meeting is pretty important, and yet she lumped it into the email that detailed the revisions. If Jackie doesn't put it straight in her calendar, she'll have to remember that the meeting details were in the email titled "Revisions For Sales Report", which is not very logical. Combining those two important communications increases the chance that either the meeting or the revisions will be forgotten. Let's look at how she could have done it better: Good Example Subject: Revisions For Sales Report Hi Jackie, Thanks for sending in that report last week. I read through it yesterday and feel that you need more specific information regarding our sales figures in Chapter 2. I also felt that the tone could be a bit more formal. The report is going to be read by our Executive Team, and needs to reflect our professionalism. Thanks for your hard work on this! Monica

AND Subject: Friday 10/9, 11am Meeting w/PR Dept Hi Jackie, I wanted to let you know that I've scheduled a meeting with the PR department for this Friday, 10/9, regarding the new ad campaign. It's at 11:00am, and will be in the small conference room. Please let me know if you can make that time. Thanks! Monica By separating those two important communications, Jackie will be able to find what she needs quickly in her inbox. As well as this, separating the two topics helps her keep her saved emails relevant. Once she's done with the revisions email she can delete it, but keep the meeting reminder email until the end of the week. Specify the Response You Want Make sure to include any call to action you want, such as a phone call or follow-up appointment. Then, make sure you include your contact information, including your name, title, and phone numbers. Do this even with internal messages. Remember, the easier you make it for someone else to respond, the more likely they are to do so! Bad Example From: reliablelandscapes@domain.com Subject: Proposal Lynn, Did you get my proposal last week? I haven't heard back and wanted to make sure. Can you please call me so we can discuss? Thanks! Peter There are several pieces of important information missing from this email.

The first thing that's missing is information about the proposal. What if Lynn got several proposals? Which one is the writer talking about? Also, did he send it by post, or through email? Also, the writer gave Lynn no information on how to get in touch. Where is his office number, his cell number, or his business name? Lynn will have to go and find that information. And, most critically, he didn't give his full name and title at the bottom of the mail - despite the fact that his name doesn't form part of his email address. Good Example Subject: Checking On Reliable Landscapes Proposal Dear Lynn, I just wanted to check that you have received the landscaping proposal I emailed to you last week. I haven't heard back and wanted to make sure it went through. Can you please call me by Thursday so we can discuss? This is when our discount offer expires, and I want to make sure you don't miss it! The quickest way to contact me is by cell phone. Thanks! Peter Schuell, Owner Reliable Landscaping, Inc. 555.135.4598 (office) 555.135.2929 (cell) Peter has now given Lynn all the information she needs. She knows he emailed the proposal last week, that he'd like her to call him by Thursday, and that she should use his cell phone to make contact quickly. Most importantly, Peter included his name and title, so Lynn knows who he is, and put his contact information at the bottom. Using EOM Headlines When you have a very short message to convey, you can use the EOM, or End Of Message, technique.

This is possible when you can put all the relevant information in the subject line, followed by the letters "EOM". This lets the recipient know that he or she doesn't even have to open the email; all the information is right there. The subject line is the message! Example Subject: 10/5 Meeting, 10am, Conf. Rm. A, On PASS Procedure EOM Be a Good Correspondent Make sure that you go through your inbox regularly and respond as appropriate. This is a simple act of courtesy and will also serve to encourage others to reply to your emails in a timely manner. If a detailed response is required to an email, and you don't have the time to pull together the information straight away, send a holding reply saying that you have received the message, and indicating when you will respond fully. How frequently you should check your mail will depend on the nature of your work, but try to avoid interrupting a task you're working on to check your mail, simply because you wonder if something interesting has come in. Always set your Out of Office agent when you're going to be away from your email for a day or more, whether on leave or because you're at meetings. Internal Email Internal emails, just like other emails, should not be too informal. Remember, these are written forms of communication that can be printed out and viewed by people other than those for whom they were originally intended! Always use your spell checker, and avoid slang. For more great tips on how to use e-mail effectively, and how to avoid being overwhelmed by your inbox, listen to our Premium Members' Expert Interview with Mike Song on Managing Your Email Before It Manages You.

5. How to catch a liar?

1. How is the person speaking? Although a change in voice can be the tip-off to a lie, experts say that to be sure, you should also pay attention to a person's speech rate and breathing pattern -- if either speeds up or slows down, chances are you're not hearing the whole truth. 2. What is the person saying? Liars tend to avoid exclusionary words like "but," "nor," "except," and "whereas," because they have trouble with complex thought processes. Liars are less likely to use the words "I," "me," and "mine." In their attempts to distance themselves psychologically from their tall tales, liars will tend to communicate using fewer personal pronouns.

3. Is his face giving it away? You may think disguising your true feelings is easily accomplished with the help of a smile, but the expressions that flash across your face will give away what you're really thinking -whether you know it or not. Experts advise paying close attention to the micro-expressions that a face can't hide. These clues are often so difficult to detect that even trained experts have trouble discerning them.

4. How is the person smiling? A smile can sometimes mask a person's true feelings. Pay close attention to how a person smiles as well as other facial movements. You may be able to detect the emotions he or she is trying to hide -- such as fear, anger, and disgust. A true smile will incorporate both a person's lips and eyes. 5. Does the body language follow the story? It's more important to examine a person's entire demeanor, as there's no one feature that's apt to give away a liar. Honesty is characterized by features that are in sync with one another -so besides posture, note the fit between face, body, voice, and speech. 6. Is your subject behaving uncharacteristically? Experts believe changes in a person's baseline -- how she generally conducts herself -- are worthy of your attention. You should weigh rate of speech, tone of voice, posture, and hand gestures against what you know, along with the context of the situation. 7. Is the question simple or embarrassing? It's normal for someone to look away when asked a difficult question. But when someone avoids your gaze when asked a simple question, you should be suspicious. Reference Text 1. Cottrell, S. (2003) The study skills handbook 2nd Ed Macmillan 2. Payne, E. & Whittaker L. (2000) Developing essential study skills, Financial Times Prentice Hall 3. Turner, J. (2002) How to study: a short introduction Sage 4. Northledge, A. (1990) The good study guide The Open University 5. Giles, K. & Hedge, N. (1995) The managers good study guide The Open University 6. Drew, S. & Bingham, R. (2001) The student skills guide Gower 7. OHara, S. (1998) Studying @ university and college Kogan Page 8. Buzan, T. & Buzan, B. (2000) The Mind Map Book BBC Books 9. Svantesson, I. (1998) Learning maps and memory skills, Kogan Page 10. Thesaurus Merrium Oxford 11. Sen: Communication Skills (Prentice Hall India) 12. J. V. Vilanilam: More effective Communication(Sage) 13. Mohan: Developing Communication Skills(MacMillan)

PREPARED BY PROF FARHA HASSAN.