HDF School of Management

Naranpur, Belagachhia, Cuttack – 754005

Website: hdf.ac.in, hdf.org.in End
E. Mail ID: hdfsom@hdf.org.in
 OK

Compiled & Programmed

By – CB Mishra
chinoy5@yahoo.co.in, chinoymishra5@gmail.com
www.holynexus.blogspot.com
 Preface
Communication, is nothing new to this universe. It is as old as the evolution of life on this earth. With the
change in life patterns, several developments have been witnessed in this process.

However, with the advancement of Science & Technology during the recent past years, this process drew
attention as a subject of study and research.

The outburst of Information-Technology has virtually reduced the Space and Time between different
locations and has brought the world communities together by downsizing the world to a global village. On
the advent of Globalization and Trade-Liberalization across the globe, the necessity of streamlining and
eliminating the complexity of communicating with one another was deeply experienced. The new trend
demands:
1. A common universal language
2. Protocol of language
3. Knowledge on Trans-cultural behaviours.

Though, advancements in scientific outlooks have provided all the comforts, conveniences and luxuries to
the mankind, yet happiness, what we desperately long for, is drifting away from us. In the social outfit, the
world is now in a deplorable state. Anxiety and Depression has set in. Hatred and violence have started
commanding our way of life.

Losing control over the human inter-action is one of the many reasons for this present deteriorating
situation. The time warrants a better understanding of other’s feelings and needs. On the above context,
“The Art of Communication”, has emerged as a power-tool, adding a new indispensable wing to the subject
of “Soft-Skill”.

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 INDEX
Effective Communication

Conversation Control

Business Communication

Netiquettes

Attitude

Listening Skills

Leadership Credo

Positive & Negative People

Silence

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Leadership Credo
Trust yourself and your own instincts
Respect others at all times
Keep smiling
Love yourself
Share and stay together
Enjoy what you do
Always learn new things
Accept responsibility for yourself and your actions
Leave the world a better place than you found it
Ask "why" and "why not"
Look at "problems" as "challenges"
See everyday as a gift
Be grateful, always
And, most of all, remember that I love you.

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 Communication Skills
At an early age or during prime youth, anyone can develop these skills
through a little practice, to derive better results. However, reinforcement of
these skills by substituting deep rooted traits at the advanced stages of life,
make this practice not only a difficult task to adopt; but also sometimes
quite impossible too.

1. Taking responsibility for one's messages

2. Claiming ownership for one's messages
3. Preparing to listen
4. Encouraging the speaker to speak more
5. Reflecting on what the speaker has to say
6. Adapting to difference of opinions
7. Being open minded
8. Acknowledging differences
9. Assessing without being judgmental

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 Communication Skills
10. Accepting feedback
11. Being assertive
12. Ability to share one's thoughts
13. Sharing one's feelings
14. Conveying to others a message without commanding or dictating terms
15. Being aware of the information coming in
16. Maintaining a communication wheel of conclusions, sense data, emotions,
impact and desire
17. Calm repetition to drive in a message
18. Addressing people by their name

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 Depth of Comm. Skill

This is the process to timely assess one’s own status level in communication, to
bring improvement upon different areas of skills.

1. Ability to explain a concept differently so that all those present

understand it at their level
2. Ability to resolve conflicts so that it is a win-win for all
3. Ability to be concise and clear
4. Ability to convey thoughts in a focused and concrete manner
5. Ability to confront a situation without ruffling any feathers
1. Ability to explain objectively without evaluating
2. Ability to provide specific details supported by concrete examples
3. Ability to convey with and empathetic statement
4. Ability to monitor emotional reactions and filter out irrational thoughts
5. Ability to project oneself into the audience's point of view

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 Eyes

The study of the role of eyes in nonverbal communication is sometimes referred to as

"Oculesics".

Eye contact can indicate interest, attention, and involvement. Gaze comprises the
actions of looking while talking, looking while listening, amount of gaze, and frequency
of glances, patterns of fixation, pupil dilation, and blink rate.

Centered – Focused
Gazing up – Thinking
Gazing down – Shame
Gazing side – Guilty
Wandering – Disinterested, Bored

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 Lips
Lips-Parted: Relaxed, Happy
Lips-Together: Possibly concerned
Lips-Wide-Open: Very happy/ Angry

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 Face

The face is an important source of information.

Since the face cannot be easily hidden, it is an important source of nonverbal

information and communicates a variety of emotions.

In addition, eye contact, pupil size, and the smile provide additional cues to
informed observers.

Sad Fear Surprise Joy Disgust Anger

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 Arms

Crossed – Angry, Disappointing

Open – Honest, Accepting

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 Hands

On top of the head – Amazement

Scratching head – Puzzled, Confused
Rubbing eyes – Tired
Rubbing chin folded – Thinking, Timid, Shy

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 Fingers Body
Posture

OK Signal – Fine
V Signal - Peace
Interlocked – Tense
Pointing at you – Angry

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 CLUES

HOME
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 Posture Clues
Open

Responsive Reflective

Forward Back

Combative Fugitive

Closed

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Forms of Communication

SPEED

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 Netiquettes
E-mail, Blogging, and Digital-Socializing etc. are some of the informal ways of communi-
cating instantly with the people across the globe. Therefore, some basic rules of
languages, styles, and conducts are most essential to safe guard the modesty of self as well as
others. The etiquettes of interacting through the WEB is called Netiquette or Network-
Etiquette.

• DO NOT TYPE IN ALL CAPS. This is perceived as shouting.

• Use emoticons (Smileys) when trying to convey a tone of voice :)
• Limit line length to 65-70 characters across. Otherwise some e-mail programs will wrap
the text at wrong points or not wrap it at all.
4. Consider carefully what you write; it’s a permanent record and can be forwarded easily to
many others.
5. Write succinctly. Don’t waste bandwidth. E-mail may be inexpensive to most, but not to
all.
6. Don’t attach large files (over 50K) without getting permission from your recipient first.
7. Don’t attach files for posting to discussion groups.
8. Turn off e-mail formatting (non-ASCII) when posting to a discussion group.
9. Don’t send entire web pages to a discussion group, just the URLs (http’s).

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 Netiquettes

1. When sending a web site address, always type it in the form of http://… because
some e-mail programs will permit the user to click on a web address to go right
there. Without the http:// prefix these programs will not recognize it as such.

1. Don’t blatantly promote your business by posting an advertisement to a

discussion group, without the permission of the moderator, if there is one.
Otherwise, you are "spamming". Spamming is the sending of unsolicited
emails which provoke complaints from the recipients.

12. Write descriptive subject lines. Many busy people will only open messages
with captivating subject lines. Think creatively.

13. Don’t quote back an entire message, respond only to one or two points. This
is very annoying to your recipients. Some e-mail programs automatically sets
up to quote the original message when replying and put you at the end of
that message.
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 Netiquettes
1. When forwarding messages, put your comments at the top of the message.

3. Don’t over use acronyms like BTW (by the way) or IMHO (in my humble opinion).
Not everyone is experienced with this jargon and they may not want to admit their
confusion –possibly losing you point.

5. Do not forward personal e-mail to a discussion group without getting the author’s
permission first.

7. Read over your e-mail before you send it. Although e-mail is a more informal method
of communication than writing a letter, be sure you make sure your points are clear
and concise. Use a spell checker if available.

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 Effective Communication

Introduction, Goal, Aim & Objective

Process of Communication H

Styles of Communication O
M
Patterns of Communication
S E
T Types of Communication
O P
Methods of Communication
P A
Forms of Communication G

Results of Communication E

Quality of Communication

Communication Skills
Depth of Skills
 Communication
INTRODUCTION

AIM:




GOAL:
OBJECTIVE:

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SOURCE ENCODING CHANNEL DECODING RECEIVER

 Data Stimulation
 Internal.
 External.
 Data Process / Filter
 Processed Data Input – (Sender)
 Communicative Media
 Data Output – (Receiver)
 Feed-back / Response.

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 Quality of Communication

The quality of Communication depends on:

 Intentional or Un-intentional.
 Static or Dynamic.
 Trans-active or Inter-active.
 Systematic Approach.
 Context / Environment.
 Clear defined goal.
 Communication media.
 Nature of message.
 Response

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Remember that various situations call for different speaking styles, just as various
writing assignments call for different writing styles. Here are four different styles
that will suit every occasion:

1. Expressive Style: It is spontaneous, conversational, and uninhibited. Used

while expressing Feelings, Joking, Complaining, or
socializing.

2. Directive Style: It is an authoritative and judgmental style. We use this style to

give orders, exert leadership, pass judgment, or state our
Opinions.

3. Problem-Solving Style: It is rational, objective, unbiased, and bland. This is

used in business environments, while solving
problems and conveying routine information.

4. Meta Style: It is used to discuss the communication process itself. Meta-

language enable us to talk about our interactions.

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 Classic Pattern Modern Pattern
To impress the audience. To influence the audience.
Concise context. Precise context.
Elegant and Sophisticated. Simple and Modest.
Passive voice. Active voice.
Connotative. Denotative.
Verbose with Hard Short & Simple in
& Uncommon words. vernacular English.
Static. Dynamic.

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Results of Communication.
Satisfaction : Positive response.
A Feeling Like a Winner.
Discovering similar Feelings and Opinions.

Dissatisfaction: Negative response.

A Feeling Like a Loser.
Misinterpretation
Discovering difference in perception.
Miscommunication.

Orientation: Develop and maintain a long-term healthy relationship.

Create an amiable win-win situation for Mutual- trust and
Confidence.

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Communication is composed of following four elements. Of these, some are more
effective in delivering a message, than others.

1. Words
2. Voice
3. Tone
4. Non-verbal clues.

According to research, in a conversation or verbal exchange:

Words are 7% effective
Tone of voice is 38% effective
Non-verbal clues are 55% effective..

Basically, two methods i.e. Verbal and Non-Verbal are very often widely discussed.
Both these methods interact with one another either consciously or unconsciously.
Any disharmony between them, may send out wrong messages.

Verbal Communication Non-Verbal Communication

Inter-action of VERBAL & NON-VERBAL Comm.

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The classifications generally include:
Verbal and Non-verbal
Technological and Non-technological
Mediated and Non-mediated
Participatory and Non-participatory

Commonly known types of Communications are:

Intra-personal Communication : Communicating with the Divine and
with Spirits in the form of Prayers, Rites and Rituals.

Inter-Personal Communication : It is essentially a face-to-face

dialogue or a conversation between two or more people.

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Inter-Personal Communication may be:

Focused Interactions (Planned): This implies that the two or

more persons involved are completely aware of the communication
happening between them.

Unfocused interactions (Unplanned): This occurs when one simply

listens or observes, persons with whom one is not conversing.

Non verbal communication : This includes aspects such as Body-

language, Gestures & Graphic presentations etc.

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 Non-Verbal Communication
It refers to all external stimuli other than written or spoken words. According to
research, in a conversation or verbal exchange:
1. Words are 7% effective
2. Tone of voice is 38% effective
3. Non-verbal clues are 55% effective..

Argyle, in the year 1988, concluded there are five

primary functions of nonverbal bodily behavior in
human communication: Non-Verbal Behaviours

Non-Verbal Barriers
 Express emotions
Visual Skills
 Express interpersonal attitudes
Auditory Skills
 To accompany speech in managing the cues of
interaction between speakers and listeners Emotional Skills

 Self-presentation of one’s personality

 Rituals (Greetings)

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 Non-Verbal Barriers

Non-Verbal Clues Gestures out of exasperation

Flashing eyes Slouching
Rolling eyes Hunching
Quick movements Lack of personal hygiene
Slow movements Doodling
Arms crossed Avoiding eye contact
Legs crossed Staring at people
Over fidgeting

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Kinesics, or body language, is one of the most powerful ways that humans can
communicate non-verbally. It is used to portray moods and emotions and to
emphasize or contradict what is being said.

“WHAT you say is not nearly as important as HOW you say it”

1. Body language Kinesics

2. Gestures. Gestures

3. Pictures, Posters, colours & Graphs etc. Graphic Clues

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 Gestures
Gestures, the movements of arms and hands, are different from other
body language. Gestures tend to have a far greater association with
speech and language, having specific linguistic content.

Five types of Gestures:-

1. Direct replacement of words Emblems

2. Shaping what is being said Illustrators

3. Shows of emotion Affect displays

Regulators
4. For controlling the flow of conversation
Metaphoric
5. Self oriented tension relievers and other forms

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 Emblems
Emblems are specific gestures with specific meaning, that are
consciously used and consciously understood.

They are used as substitutes for words and are close to sign language
than everyday body language.

For Example:-
Holding up of hand with all fingers closed in except the index and
second finger, which are wide apart, can mean ‘V’ for Victory or Peace

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 Illustrators

Illustrators or Iconic gestures are closely related to speech, illustrating what is

being said, painting with the hands.

This gestures are useful as they add detail to the mental image that the person is
trying to convey.

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 Affect Displays

It is used to display emotions, from a tightening of a fist to many forms of self

touching and holding the self.

Holding hands or the whole body can indicate anxiety.

Self-preening can show a desire to be liked and can indicate desire of another.

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 Regulators

It is used to control turn-taking in conversation.

For Example: As one completes his/her words, he or she may drop

the arms. At the same time, a person wanting to speak may
raise an arm to as if to grasp the way forward.

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 Metaphoric
Metaphoric gestures are in three dimensional space and used, to shape an
idea /concept while being explained.

Specific shapes such as finger pinches and physical shaping

More general waving of hands that symbolizes the complexity of what is

being explained

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 Haptics
Research has found that touching can create both positive
and negative feelings. Your feelings are positive when the
touch is perceived to be natural.

A person gets the opposite feeling when the touch is

perceived to be manipulative or insincere.

Touch is experienced in many ways. Handshakes, pats, and

kisses are just a few of the ways one can communicate by
touching.
 Chronemics

Chronemics is the study of the use of time in non-verbal 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:

1. Punctuality

4. Willingness to wait

2. The speed of speech

5. How long people are willing to listen

3. The timing and frequency of an action

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6. The tempo and rhythm of communications

 Proxemics
It 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 non-verbal communication may be divided into
four main categories: (Scott Mclean, 1969)
Intimate ……………………………………(Physical contact to 18’’)
Social ……………………………………….(4’ to 12’)
Personal …………………………………..(18” to 4’)
Public ………………………………………(12’ to As far as one can see & hear)
The distance between communicators also depends on Sex, Status, and Social role.
Proxemics was first developed by Edward T. Hall during the 1950s and 60s.

Territoriality is used in the study of Proxemics to explain human behavior regarding

personal space. Zargie & Dickson (2004) identify 4 such territories: Territories

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 Artifacts

rtifacts are often used to communicate information about oneself. These are objects,
such as clothes, jewelry, pictures, trinkets, which express one’s interests, hobbies, status,
or lifestyle.

ften noted in democratic societies, where all are thought to be equal, artifacts are used to
announce inequalities that for reasons of taste and conformity, cannot be expressed in
words.

ne of the most influential artifacts a person possesses is one’s wardrobe.

uch psychology and communication research supports that:

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 Kinesics
Kinesics is the study of body movements, facial expressions, and gestures. It was
developed by anthropologist Ray L. Birdwhistell in the 1950s.

Kinesic behaviors include mutual gaze, smiling, facial warmth or pleasantness, childlike
behaviors, direct body orientation, and the like.

Birdwhistell proposed the term Kineme to describe a minimal unit of visual expression,
in analogy to a Phoneme which is a minimal unit of sound.

According to Patricia Ball "To effectively communicate, it’s not always what you say, but
what your body says, that makes the difference.”

There are different types of Body

body Languages
movement one can follow to come across as being too
strong or too weak.

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 Auditory Non-Verbal

Tone of voice, Sounds of Bells, Tunes and Whistles etc. expresses messages and
moods / feelings.

Paralanguage, sometimes called vocalics, is the study of non-verbal cues of the voice.
Various acoustic properties of speech such as tone, pitch and accent, collectively
known as Prosody, can all give off non-verbal cues. Paralanguage may change the
meaning of words.

he linguist, George L. Trager, developed a classification system which consists of:

1. Voice set : The is the context in which the speaker is speaking. This can
include the situation, gender, mood, age and a person's
culture.

2. Voice qualities: The are volume, pitch, tempo, rhythm, articulation,

resonance, nasality, and accent. They give each individual a
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unique
"voice print“.
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The foundation of effective communication lies in knowing the fact that, the
formal language and style is designed to Impress; where as the plain English is
designed to Express.

Saxon / British English words are most familiar, ready to use and easily
understood.

Roman / Latin Saxon / British

Corpse Dead body
Animate Living
Loquacious Talkative

Anarchy Lawlessness
Centennial 100th anniversary

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In everyday activities, verbal communication plays a vital role in expressing Ideas,
Actions and Emotions to others. In the active state during the time span of 24 Hrs, one
entirely engages him/herself by utilising 90% of it in verbal-communication only.
Though, verbal method of communication contributes a very little in delivering
meaningful messages, yet it consumes a whole lot of one’s valuable times. If right skills
are developed

Writing Skills

Speaking Skills

Verbal Intelligence

Verbal Barriers

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 Mind Control
Through the "mind control“ language, a good expository writer leads the reader's
mind to go only where he directs it, and nowhere else.

Ambiguous terms (weasel words) i.e. "hot", "cold", "big", "small", "good", "bad", etc.,
allow the reader's mind to escape from the writer's control. Too many weasel words
in a text will inevitably lead the reader to confusion, boredom and disinterest.

Reader Confidence
Precise information generates confidence, and is important to business writing,
because it tells the reader that the writer really knows what he is talking about.

Importance of logical linking

Precise data (Facts) by themselves are insufficient in business writing. To be
meaningful, data must be organised to create information, i.e. help the reader
understand.
ABSTRACTS CONCRETE
A piece of Art A painting / Statue
Significant Rise @ or % rise
The Majority -- %
Near / Foreseeable Future By Monday evening
Labour-saving Device Automatic machine
Substantial Gain @ --% interest

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Objective: To convey information to someone else or to request information from them.

Attitude: No one wants to read what you are going to write. Most people don't like to be
instructed and informed. They probably would much prefer to be doing something else.

Approach: Organise information to generate interest. Clever use of language will never
make dull information interesting; however, you can organise the information to make it
interesting. Forget about literary-pyrotechnics. Concentrate on content.

The fundamental purpose of expository writing is to instruct and inform.

Texts, such as Memos, Reports, Proposals, Training-manuals, News-letters, Research

papers, Business communication etc, fall in this category.

Business-Communication, poses extra challenges for the writer. Because business

people are bombarded with information and have little time to read it. The writer’s duty is
no different from that of the speaker. Both have an audience, both have given up their
time, and both have to show respect for their audience by presenting their material in its
best light.

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 Writing Skills
The disparity in methods of delivering messages is why it is so difficult to write
something that is clearly understood by large audiences - only 7% effectiveness is
achieved by the words alone!

That is why good visual presentation — using graphics, color, balanced design layout —
adds so much to a written message.

These additional "clues" can help compensate for the non-verbal aspect of a written
message by triggering emotions on the part of the reader.

Without such non-verbal clues, the Internet would fail miserably as an effective
communication tool.
Creative Writing/Fiction

Expository Writing/Non-Fiction

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 Verbal Barriers
Your Messages Attacking Shouting
Interrogating Name-calling
Moralizing
Criticizing Refusing to talk
Preaching
Blaming
Advising
Shaming
Diagnosing
Endorsing Power
Ordering
Threatening
Commanding
Directing

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 Speaking Skills
 Distinct Pronunciation.
 Brevity.
 Precision. (Politeness, Reasoning & Timing etc.)
 Conviction.
 Logical Sequence.
 Choice of Appropriate Words.
(Say what you choose, rather than choosing what you say.)
 Avoidance of Hackneyed-Phrases and Cliches.
 Natural Tone.

Public Speaking.

Inter-Personal Speaking

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 Verbal & Non-Verbal
Inter-actions
When communicating, nonverbal messages can interact with verbal messages in six ways:
•Repeating: It consists of using gestures to strengthen a verbal message, such as
pointing to the object of discussion.

2. Conflicting: Verbal and Nonverbal messages within the same interaction can
sometimes send opposing or conflicting messages. A person verbally
expressing a statement of truth while simultaneously fidgeting or
avoiding eye contact may convey a mixed message to the receiver.
Conflicting messages may occur often from feelings of uncertainty,
ambivalence, or frustration.

3. Complementing: Accurate interpretation of messages is made easier when nonverbal

and verbal communication complements each other.

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 Public Speaking
Some of the major areas of public speaking are:
1. Speaking to persuade,
2. Speaking to inform,
3. Speaking to inspire or motivate.

Golden Tips:
1st Step: Choosing a Topic.
2nd Step: Define the purpose of your speech.
3rd Step: To know your audience.
4th Step: Gather information for your speech.
5th Step: Organize your speech.
6th Step: Adding an introduction to your speech.
7th Step: Conclusion to your speech.

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 Inter-Personal Speaking.
Because speaking is such an indelible activity, we tend to do it without much thought.
But, that casual approach can be a problem in business. Have you ever wished you could
make a second, first impression because you said something that was out of character or
embarrassing?

Things which will make you an effective communicator:

1. Remember to become aware of what you are saying.

2. Apply the same process you use in written communication when you are
communicating orally.
3. Before you speak, think about your purpose, your main idea, and your
audience.
4. Organize your thoughts in a logical way.
5. Decide on a style that that suits the occasion and then edit your remarks
mentally.
6. As you speak, watch the other person to see whether your message is
making the desired impression. If not, revise it and try again.

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 Behaviour Interpretation
Brisk and erect walk Confidence

Standing with hands on hips Readiness, aggression

Sitting with legs crossed, foot kicking slightly Boredom

Sitting, legs apart Open, relaxed

Arms crossed on chest Defensiveness

Walking with hands in pockets, shoulders hunched Dejection

Hand to cheek Evaluation, thinking

Touching, slightly rubbing nose Rejection, doubt, lying

Rubbing the eye Doubt, disbelief

Hands clasped behind back Anger, frustration, apprehension

Locked ankles Apprehension

Head resting in hand, eyes downcast Boredom

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Wherever possible, minimize the size of the sentence by replacing a string of
words with an appropriate word with out losing its context.

Example: After his retirement, he took up job just for honour; not caring for
any emoluments.
Improved: After his retirement, he took up an honourary job.

Example: He always uses words with several meanings and interpretations.

Improved: He always uses ambiguous words.

There is no dearth of such examples to write upon. One may refer to most recent
use of words, that innovatively replace the traditional style of writings.

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 Inter-actions

. Substituting: Nonverbal behavior is sometimes used as the sole channel for

communication of a message. Nonverbal signals can be used

without verbal communication to convey messages; when non-

verbal behavior does not effectively communicate a message, verbal

methods are used to enhance understanding.

. Regulating: Non-verbal behavior also regulates our conversations.

For example: Touching someone's arm can signal that you want to talk
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next or interrupt.
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 Listening Skills

Real communication occurs when we listen with understanding - to see the idea and
attitude from the other persons’ point of view, to sense how it feels to them, to achieve
their frame of reference in regard to the things they are talking about.

Elements of Listening
 Attentiveness to speaker
 Eye contact
 Intention be fully awake and aware
 Openness to other person and your own
 Paying attention
 Listening to yourself
 Feedback
 Body Language
 Change in pattern
 Expectations about the Persons speaking,
about their message, about their agenda

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 Body Language
Body Posture
Communication between human beings would be dull
Arms
and partially meaningful, if it were all done with words
Hands alone. As we read earlier, words contribute to a very
minimal degree of message comprehension.
Fingers

Face Every culture has different Body-language, Gesture-

patterns and Coloue-code messages.
Lips

Eyes A few common patterns with a little description are

Brisk Action highlighted here.

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 Body Language

Body Posture Communication between human beings would be dull

and partially meaningful, if it were all done with words
Arms
O alone. As we read earlier, words contribute to a very S
P U
Hands minimal degree of message comprehension.
T B
I J
O Fingers E
N C
Every culture has different Body-language, Gesture- T
Face
M
O
patterns and Coloue-code messages. M
D Lips O
E D
E
A few common patterns with a little description are
highlighted here.

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Use strong and dynamic words that appropriately carry the spirit of the message.
These words make the message ornamentally meaningful and artful.

Regular Dynamic Regular Dynamic

Jew Jewish person Officer Executive

Oriental Asian (Be specific) Harijan Dalit

Prostitute Sex worker Successful Businessman

Tycoon
Co-worker Colleague
Favourable Market Bullish Market
Clerk Junior Assistant
Period of Business Prosperity
Peon Attendant
Slump
Scotch Scottish people Lean Business Period

Adopted child Child Declining Market Bear Market

Maverick
Independent Thinker

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Use concrete words, not abstractions. Expressions, that are exact and specific are
Concrete, and those that are vague and general are Abstracts. Avoid using words
like High, Low, Big, Small, Several, Often / Very often, Most and Least,Too hot,
Cold etc.
ABSTRACTS CONCRETE

A piece of Art A painting / Statue

Significant Rise @ or % rise

The Majority -- %
Near / Foreseeable Future By Monday evening

Labour-saving Device Automatic machine

Substantial Gain @ --% interest

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 Bias-Free Language

 These words are those, which deprive others of their Rights, Self-
respect and Privileges, as enjoyed by others.

 Discrimination is created by the use of biased words.

 These words refer negatively to a group of people by Sex, Race,

Nationality, Age and Disability.

 Bias-free language enables to treat all people equally with respect.

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 Gender & Title Biased Words
Avoid These Use These Avoid these Use these
Man Person, Individual, You
Man (Verb) Operate, Staff, Run, Work
Middleman Negotiator, Intermediary
House-wife House-Maker
Fore-fathers Ancestors Age Bias
Salesman/Lady Salesperson, Sales Associate, Avoid these Use these
Sales Executive, Sales Representative.
Youngster Young person
Chairman Chairperson, Presiding Officer
Teenager Young man
Craftsman Craft worker, Artisan
Adolescent Young woman
Drafts man Drafter
Lady lawyer Lawer Page 3/3

Woman Doctor Doctor

Authress Author
Poetess Poet
Male nurse Nurse
Male teacher Teacher
Watch-man Security guard/ Officer
Fireman Fire fighter
News-man Reporter, News person
Foreman Supervisor

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 Disability Bias

Avoid These Use These

Lunatic, Lunacy Mentally impaired
Idiot Mentally disable
Blind Visually challenged,
Visually impaired
Hard of hearing, Deaf Hearing impaired
Handicapped, Crippled, Lame Physically challenged,
Physically disadvantaged,
Differently enabled
Confined to a Wheel-chair Used a wheel chair
Fat / obese Healthy / Over-weight
Short Vertically challenged
Tall Vertically Blessed
Bald Follically challenged
Siamese twins Conjoined twins

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 Verbal Intelligence
Verbal intelligence is the ability to analyze information and solve problems using
language-based reasoning.

Concrete Reasoning:
The ability to analyze information and solve problems on a literal level. Concrete
reasoning tasks involve skills such as:

•Basic knowledge of names of objects, places, and people

•Understanding of basic cause and effect relationships
•Solving problems that have clear processes and logical solutions
•Do not involve theory, metaphor, or complex analogy

Abstract Reasoning:
The ability to analyze information and solve problems on a complex, thought-based level.
Abstract reasoning tasks involve skills such as:

•Forming theories about the nature of objects, ideas, processes, and problem solving
•Understanding subjects on a complex level through analysis and evaluation
•Ability to apply knowledge in problem-solving using theory, metaphor, or complex
analogy
• Understanding relationships between verbal and non-verbal ideas.

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The Business-environment demands Accuracy & Precision in what we write and say.
It becomes creative, when its purpose is fulfilled.
“Simplicity is Clarity’s best friend”. Simple sentence structures make the reader’s
journey easier.
Style of Language
W -Whom to be written
R - Real meat of the message Business Writing

I - Information on background Business Grammar

T - Take these steps Business Letters
E - End it
Mind Control
What do we mean by “Good Writing"?
Concrete, not Abstract
“Quality, not Quantity in writing!”
Bias Free Language

Dynamic Words

One Word Substitution

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 Business Writing
A. Clarity
1. Emphasise what is of key importance.
2. De-emphasise what is of secondary importance.
3. Eliminate what is of no importance. In short: CL = EDE
B. Conciseness/ Economy of Words
To achieve conciseness, your business writing should meet two criteria. It must be as:
1. Long as necessary
2. Short as possible In symbols: CO = LS
"As short as possible" means staying as close as you can to the minimum. But not
because people prefer short texts; in the abstract the terms "long" and "short" have no
meaning. The important point is that all words beyond the minimum tend to reduce
clarity.
C. Density
Density is a less familiar concept than clarity and conciseness, but is equally important
for good business writing. In mathematical form, density consists of:
1. Precise information
2. Logically linked In other words: D = PL

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 Verbs & Nouns
Avoid using camouflaged verbs. A tendency to change Verbs into Nouns and then add
another Verb of action, makes the sentence lengthy.
For Example: (1) We are giving all due consideration to your application.
Improved: We are duly considering your application.
(2) Through proper utilisation of our resources, we can effect elimination
of poverty in the next ten years.
Improved: By properly using our resources, we can eliminate poverty in the next
ten years.

VERBS NOUNS CAMOUFLAGED VERB PHRASE

Investigate Investigation Make an investigation

Liquidate Liquidation Effect a liquidation
Discuss Discussion Have / Hold a discussion
Reconcile Reconciliation Make / Effect a reconciliation
Appraise Appraisal Make an appraisal

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 Parts of Speech
Avoid forming sentences with passive voice. Verbs in active voices are strongest parts of
speech. In active voice, the subject does the action; while in passive voice it receives the
action.

ACTIVE (Use These) PASSIVE (Avoid These)

All of us support this policy.
The inspection team will look into this matter.
We received your letter yesterday.
The new Manager has completely overhauled
the administration.
The management highly appreciates your
efforts.
The policy is supported by all of us.
This matter will be looked into by the
inspection team.
Your letter was received yesterday.
The administration has been completely
overhauled by the new Manager.
Your efforts are highly appreciated by the
management.

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 Parts of Speech
Passive voice is effective under following conditions.

 When the doer of the action is not important.

1. The drug is imported from abroad.
2. TV soap operas are often criticized for its negative
influence on children.

 When the doer / performer is not known.

1. Last year, our plant was sabotaged three times.
2. Anonymous letters are being received everyday.

 When the writer does not want to disclose the name of the doer.
1. Many complaints have been made about you.
2. Some staffs didn’t attend the meeting.

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 Territory (in Proxemics)
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 owner’s permission.

Secondary territory: In this 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.

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’s seen that people take longer to leave a parking space when someone is
waiting to take that space.

Interaction territory: The space created by others when they interact. For example: when a group is
talking to each other on a footpath, others will walk around the group rather than disturb it.

In one’s use of Personal space in contrast to Physical space, Proxemics can be divided in two other
ways:

Physical territory: fixed and semi-fixed feature space. The cubicles don’t offer the chance to allow the
worker to rearrange the furniture to his or her preference, nor do they allow visitors.

Personal territory: A workplace where you sit is a primary tool in establishing certain communications
and is his or her freedom to place that desk where and how it is a key element in personnel
considerations.

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 Stages of Conversation
Keeping in mind these stages, one becomes more aware of how their conversations should
progress and where they need to conclude a conversation, or extend it for that matter.

The Phatic-stage : This begins with the greetings and accompanying gestures such as
eye contact, the smile, etc. In a formal encounter there is more distance between the
individuals, as compared to in the case of an informal encounter. This stage is also known
as the warming up stage. There is no meaning and intention, but just the setting for the
next level of the conversation.

The Personal-stage : This is the second stage in which the individuals bring a more
personal element into the conversation. During this stage one generally brings down their
social guard and begin to interact more openly. They are ready to let the others involved
in the conversation more about themselves and the hesitation decreases. Professional
interactions are generally confined to this stage.

The Intimate stage : This stage is mainly meant for conversations between friends,
family and relatives, where those involved in the conversation share a higher level of
intimacy with each other. This stage of communicating usually entails opening one's heart
and sharing rather intimate details, which is not a part of professional conversations.

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 Conversation Control
onversation control does not mean, you control someone else’s conversation. What it does
mean is that, with practice you can control your own conversation, to influence the
Listener, and steer his/her choices for achieving your desired purpose.

onversational skills have been evolved to prevent discussions from turning into violent

Stages of Conversation
rguments owing to loss of control over it.

Types of Conversation Conversational Skills

Intention of Conversation Tactful Strategy

Effects of Conversation Statements & Requests

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 Tactful Strategy
T = Think before you speak
A = Apologize quickly when you blunder
C = Converse, don't Compete
T = Time your comments
F = Focus on Behavior - not on Personality
U = Uncover hidden feelings
L = Listen for Feedback

DOs and DON'Ts to Accompany T-A-C-T-F-U-L Strategies

1. DO be direct, courteous and calm
2. DON'T be rude and pushy
3. DO spare others your unsolicited advice
4. DON'T be patronizing, superior or sarcastic
5. DO acknowledge that what works for you may not work for others
6. DON'T make personal attacks or insinuations
7. DO say main points first, then offer more details if necessary
8. DON'T expect others to follow your advice or always agree with you
9. DO listen for hidden feelings
10. DON'T suggest changes that a person can not easily make.

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 Types of Conversation
There are two types of conversations:-
1. Planned: Meetings, Debates, Discussions, Negotiations etc.

2. Unplanned: The inter-actions we make with our Friends, Relatives or an

Strangers etc. during a surprise meeting.

In both these above situations, our conversation leaves an impression on the minds
of one another. Whether this impression is Satisfying or Annoying, irrespective of
its quality, its nature of non-volatility, pictures a long term image in the mind.

In Consideration to the Socio-Economic environment, much attention is given to

Planned type of Conversation.

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 Statements & Requests
1. These two aspects are vital to conversation control, as every time we engage
ourselves in a conversation, we either make Statements or Requests.

3. They are the building blocks, from which successful solutions can be developed
for major problems.

5. Too often, people make requests to get the +ve results, where appropriateness
of statements are essential.
Request is a form of Demand
Statement is a form of Command

4. A right balance between Requests and Statements can elicit satisfactory result,
by automatically balancing the Demand and Command levels.
 Intention of C onversation
None of us likes to lose. Usually we take pride in not losing, although we try to
exercise some grace when we do. Everyone insists upon winning at the expense of
other person’s losing.

Generally, everyone enters into a conversation with a pre-determined intention based

on inherent attitude, such as:-

I Win You Lose

I Lose You Lose

I Lose You Win

I Win You Win

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 What and How, a matter is being said, and the
way it is being responded, causes various
effects, such as:-

Polarization Effect

Parallel Effect

Persuasion Effect

Fixation Effect

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 Parallel Effect
When one person says something irrelevant to what the other
person has said, the parallel effect sets in.

Persons with a tendency to pursue what they want to say regardless

of what the other person says.

People with this tendency have entirely different views on how to

tackle the problem, and neither is prepared to listen what the other
is saying.

This form of conversation is mostly seen in Parliament or Congress

during political debates.

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 Polarization Effect
Where the two parties in a problem solving meeting –
1) Insist on the correctness of their own position
2) Refuse to listen to each other’s comments
3) Criticize each other’s statements
4) Seek to prove the superiority over the other
the gap between them widens during the course failing in meeting
the purpose. At times, the relationship gets severely bitter.

Polarization is acceptable, when one has a firm position based not

just only on his/her beliefs but also on the facts and principles.

Member A

Member B

Time

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 Fixation Effect
This effect occurs when both the parties:
1) take up fixed positions and conduct a meeting
2) reinforce their original differences
3) not willing to give way
4) oppose new opinions and information
5) repeat the same worn-out tune

This kind of effect sets most often in family life, where no one
prefers to change. The same may occur at work too.

Member A

Member B

Time

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Fictional writing most often takes the form of a story meant to entertain. Short story,
novel, novella, screenplay, or drama, which are all types (though not the only types) of
fictional writing styles. The fundamental purpose of creative writing is to amuse and
entertain
Just as a painter uses color and line to create a painting, an author uses five elements of
fiction to create a story. The elements of fiction are:
Character is the ‘Who’ Plot is the ‘What’
Setting is the ‘Where and When’ Style is the ‘How’ of a story

Attitude
Everyone wants to read, want what you are going to write.
After all, who doesn't want to be amused and entertained?
Approach
Play with language to generate pleasure.
In other words, use your mastery of the language to amuse and entertain.

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Technically correct and flawlessly professional documents increase your on-the-job
credibility and aid precise communication.

Business Grammar consists of three elements:

1. Punctuation
Punctuation consists of such things as the correct use of apostrophes, colons, commas,
hyphens, italics, parentheses, periods, quotation marks, and semicolons. You also need
to know the conventions for plurals and possessives.

2. Spelling & Usage

Remember the difference between commonly confused words, such as affect and effect.
You also need to know conventions for capitalization and numbers.

3. Grammar & Sentence Structure

Grammar and sentence structure are concerned with topics like subject-verb agreement
and pronoun use (for example, using I, me, and myself correctly). You need to be able
to recognize and correct sentence fragments, run-on sentences and lack of parallel
structure.
Verbs & Nouns

Parts of Speech

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 Business Letters

Letters: Generally, letters go to people outside an organization. However, sometimes in

large organizations, people send letters instead of Memos, to different departments.

Memos: This is used to passing information to the people with-in the organization.
The only other major distinctions are the Audience and Format.

Formats

Tips To Good Letters

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Good grammar and use of punctuation is essential in an effective letter. There is no
excuse for poor grammar, spelling, and punctuation in business letters.
2. Do not rely on spelling and grammar checkers to find all of your errors. A letter
submitted with an error that is overlooked, states that the letter was not important
enough to double check, and can show a lack of effort.
3. Every letter should be clear, human, helpful and as friendly as the topic allows. The
best letters have a conversational tone and read as if you were talking to your reader.

4. You should follow ‘Seven-Cs of letter writing’ when you write a letter.
1. Clear 2. Concise 3. Correct
4. Courteous 5. Convincing 6. Complete
7. Conversational
You are trying to convince someone to act or react in a positive way. Your reader will
respond promptly, only if your message is crystal clear.

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 Letter Formats
Home Page

Knowledge of the letter formats is essential. Consistency is good; people do not want to
read a letter with components of multiple formats. This makes a letter sloppy and less
attractive to readers.

Block Lines: The whole letter up at the left margin, are single spaced in paragraphs, and
double-spaced between paragraphs. Headings are optional, and if used they are bold-
faced. The first paragraph never has a heading and the paragraphs are not indented.

Modified Block Lines: Here, the date line and signature block up together over two-
thirds to right margin. Here, paragraph indentation is optional.

American Management Society (AMS) Simplified : It is a little different than block and
modified block. The subject line is in all capital letters. If a list is used in the letter, the
items in the list should be double-spaced between. There is no salutation line in AMS
and headings are optional as well. The author’s name is placed at the bottom in all
capital letters in place of a signature.

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 Emotional Skills
Haptics

Chronemics

Proxemics

Artifacts

Smell

Dance

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 Smell
Olfactics, refers to the study of communicative aspects of smells. Various
odours and fragrances, sometimes convey the emotions of the sender as well
as help knowing the state of the surrounding environment.

All these depend upon the sensitiveness of the receiver, and his/her past
experience with them.

A foul smell or bad odour prevents a communication, either from

proceeding or producing satisfactory results.

A good aroma changes the mood and captivates in its spell.

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 Persuasion Effect
Member A

Member B

Time

This effect sets in, wherein both the parties of a Meeting:-

1) interact in ‘I lose-You win’ attitude
2) move in the direction of one another
3) are prepared to listen, be flexible, and judge on evidence

Methods of Persuasion: 1. Ethos – Based on credibility

2. Pathos – Based on Emotions
3. Logos – Based on Facts, Inferences and opinions

Logos is the most effective form of Business-Persuasion

1. Facts – Indisputably true

2. Inferences- Probably true
3. Opinions – Possibly true

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 Conversational
Skills

Cues & Clues

Signs & Signals

Problem/Solution Centered Behaviour

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 Cues & Clues
1. CUES refer to the verbal indicators that you give to others.
2. CLUES refer to the verbal indicators that others give to you

These are words, used to draw attention to what people believe to be

important.

It may be based on : 1. Choice of Words

2. Tone of Voice

Tips To Notice Clues

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 Tips To Notice Clues
1. Listen carefully when an individual use the words ‘I’, ‘Me’ or ‘My’.

3. Listen carefully to comments with strong adjectives ie. Annoyed, Worried,

Unhappy, Disappointed, Excited, Keen or Enthusiastic etc.

5. Listen for words that imply the other person is under stress to do or achieve
something.

7. Listen when people express doubts and concerns.

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 Signs & Signals

They refer to the behavioural indicators, such as emotional expressions and

body languages.

 SIGNS refer to what you indicate to others.

 SIGNALS refer to what the other person indicates to you.

These behaviour patterns express different messages at different places owing

to their cultural variances.

Very often, people give their strongest Cues and Clues through various Signs
and Signals. So without a word being spoken, the attitude of a person can be
very easily read.

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 Problem & Solution-Centered
Behaviour
Too often people fail to solve the problem, because of offering

solutions before they could understand the real cause of problem.

During conversation, and under a situation wherein one’s approbation

is sought, he/she must tread between Problem & Solution centered

behaviours.

Solution Centered Skills

Summarizing

Problem Centered Skills

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 Problem-Centered Skills
Conversation in the Problem zone focuses on asking questions and
trying to diagnose the nature and causes of the problem.

It Involves: 1.

2.

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 Enquiry

1. Relevant questions are the basis of Enquiry.

2. The Manner and Tone in which one enquires, is often more important than

the question.

3. The way one enquires and the questions he/she uses, determine the

effectiveness of the conversation.

4. There are three major forms of questions.

OPEN QUESTIONS LEADING QUESTIONS CLOSED QUESTIONS

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 Leading Questions
1. Leading questions can speed up the conversation or stop it altogether.

2. These questions imply that, the answer is already known and you are asking to
confirm it.

3. Mostly applied by Investigators and crime Interrogators.

Example: A) How often do you ill treat your employees?

B) Would you not agree with me that, it was unwise to

spend the money without consulting me?

6. These type of questions lead one into argument and contention.

7. One must use these type of questions, only when he/she is sure of the veracity
of Information and seeking only to confirm it.

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 Open Questions
1. These type of questions indicate a general area of interest but
do not constrain the other person in his/her response.

Exa: A) How are you?

B) What sort of a holiday did you have?
C) How are things going in the office?

7. By using these type of questions, you may indicate the area you
wish the receiver to address.

3. Where a need to form an opinion is essential, one must resort

to these type of questions.

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 Closed Questions
1. Closed question is specific. It invariably requires a factual or Yes/No kind of
answer.
Example: A) What time is it?
B) How far is it to the city from here?
C) Have you finished the job I asked for?

6. They are useful for getting to the point quickly. Doctors usually ask a lot of
closed questions to identify particular symptoms quickly.

8. They are vital to efficiency in conversation.

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 - Diagnosis -

1. It is a Problem-centered response.
2. Opinions of diagnosis must be supported by facts.
3. Facts must be precise and accurate.
4. When, one has opinion and facts, there is a need to see if the
interpretation is correct.

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 Solution Centered Skills
One should not attempt to show solution centered behaviours without
exploration in problem centered area. There are two major ways in
which one can be Solution centered.

To Propose To Direct

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 Proposing
1. Advises, Suggestions and Recommendations are form of Proposals.
2. At times, a proposal is a form of bargaining.
3. Build your proposals on:
A) Understanding the problem
B) The Facts
C) The feelings of what the others need
4. Proposal must be offered under two circumstances.
A) When you clearly understand the problem and have some workable
options.
B) When the receiver is ready, and seeks your viewpoints.
5. The receiver may respond to your proposals in one of these three ways
A) Accept
B) Reject
C) Attack
6. Do not be discouraged, if people turn down your proposal. Listen carefully to
their objections. This is a key-rule in Selling

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 Directing
1. It is what you tell to someone, exactly What you want to be done, How and
When.

2. It is appropriate to direct someone when:

A) You know what the problem is

B) You know what the best solution is

C) You believe that solution is acceptable

6. Where any one of these conditions is missing, may be you become Problem-
centered.

7. Very often, despite of our technical-merits in having the knowledge of

Problem and its Solution, we face rejection because of absence of
Consultation. Therefore, consult before you implement it.

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 - Summarizing -

It is placed exactly in the middle of the square between the

Lower-half Problem centered and the Top-half Solution
centered.

Summarizing is the way in which you can move between

Problems and Solutions.

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 I win-You lose

Those who start off with ‘I bet you’, ‘I only’ or ‘I don’t’ etc. approach
are competitive conversationalist, and out to win.

Persons with this attitude take every step to gain support for their
point of view.

Mostly, people in legal services act in this pattern.

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 I lose-You win

This type of attitude may be Willful or Forcible in nature.

Very often, in the course of inter-action with the youngsters, in

games or in quiz, we willfully lose to provide them joy or to
encourage them.

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 I lose-You lose

In this attitude, neither of the parties make it possible for the other to
win.
Though both get equally annoyed and disappointed, yet they secretly
feel pleased by preventing one another from winning despite of loss
to both.

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 I win-You win

1. People engaged in conversation with this attitude, lay emphasis on

Problem-Solving rather than Winning or Losing.
3. They look forward to having a long term relationship with one
another.
4. A person of this attitude ensures that, even if he wins, the other
person goes away with a gain to maintain his/her self respect.
5. However, this situation occur when both behave in an appropriate
fashion.

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 Attitudes
Some people are what we call ‘Negatives’. Their conversations are punctuated with
phrases such as:-
‘It is too difficult’
‘It can’t be done’
'It's too hard’
‘We have tried but it didn’t work’ etc.

They may be correct in their statements, but if they don’t rethink beyond it, then
the purpose of conversation comes to a dead end.

Of course, it needs to be tactical in certain situations to be negative. It is often

appropriate at certain stages to ‘stonewall’ and not respond, to avoid a series of
negative comments.

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 Positive Negative
Next Page

 He is part of the Solution. 1. He is part of the Problem.

 He has new Programs. 2. He has Excuses.

 He says ‘Let me do it’. 3. He says ‘That’s not my job’.

 He sees answer for every Problem. 4. He sees problem for every Answer.

 He says ‘It’s difficult, but possible’. 5. He says ‘It may be possible, but too difficult’.

 He admits his Mistakes. 6. He says ‘It was not my fault’.

 He makes Commitments. 7. He makes Promises.

 He has Dreams. 8. He, Day-dreams.

 He has plans. 9. He has Schemes.

 He says ‘I must do something’. 10. He says ‘Something must be done’.

 He is part of a Team. 11. He is apart from the Team.

 Sees, the Gain. 12. Sees, the Pain.

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 Positive Negative
Previous Page

1. An Optimist. 1. A Pessimist.

n Sees possibilities 2. Sees Impossibilities.

n Believes in Win-Win game. 3. Wants, Opponent to lose.

n Lives in Present. 4. Lives in Past.

n He chooses, what he says. 5. He says, what he chooses.

n Makes hard arguments with polite words 6. Makes weak arguments with hard words and
and soft-tone. tempered tone.

n Stands firm on Values and compromise 7. Stands firm on Petty-things and compromise
with Petty-things. on Values.

n He empathizes-‘Don’t do unto others, what 8. He insists upon- ‘Do it to others, before they
you wouldn’t want them to do unto you’. do it unto you’.

n Believes in Pro-position. 9. Believes in Pre-position.

n Predicts own Future. 10. Relies on others to predict his own future.

n More afraid of Death than, Life. 11. More afraid of Life than, Death.

n Makes it happen. 12. Lets it happen.

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Dance is a form of nonverbal communication that requires the same
underlying faculty in the brain for conceptualization, creativity and memory
as does verbal language in speaking and writing.

Means of self-expression, both forms have

Vocabulary: Steps and gestures in dance

Grammar: Rules for putting the

vocabulary together and
meaning.

Dance, however, assembles (Choreographs)

these elements in a manner that more often
resembles poetry, with its ambiguity and
multiple, symbolic and elusive meanings.

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Previous Page Economy of Words Next Page

Economy of words, focus on ‘Quality-writing’ not ‘Quantity’. Unnecessary words are

like fat in food, they don't nourish ideas.

Hunt for which's.

"Which" clauses often pack a sentence with too many ideas. Solution? Replace a
which with a period, and make two or more sentence

Try to replace any form of the verb "to be”

Be, is, are, was, were, been, being, am -- with a stronger, more lively verb. "Be" verbs
are weak, and often cause you to add words you don't need. They also often
encourage wordy and weak passive voice. Like leeches, "be" verbs hang on to other
verbs and make writing impersonal.

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Previous Page Economy of Words Next Page

1. Instead of: It is urgently recommended that every effort be made by the writer to
make sure that the passive voice is changed to the active voice so that his
or her writing can be more easily understood by the reader. (37 words)
Use: Change passive verbs to active so your reader can understand you more
easily." (13 words)
2. Instead of: Receipt of your letter is acknowledged and appreciated.
Use: Thanks for your letter.

Cut the fluff

Some words or phrases we commonly use are really excess. You can cut them
without any loss of meaning and write short, lean prose.
Instead of these phrases: In view of the fact that, a large number of, through the
medium of, in the event that, for the purpose of, in order to, in view of...
Use: Because, many, by, if, to, since

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Previous Page Economy of Words Next Page

Use Verbs over Nouns

When you can, turn nouns into verbs; focus on action:
Instead of: Altercation, remuneration, development. fortification, preparation
Use: Dispute, pay, develop, fortify, prepare

Use simple words

We express the most important ideas in our lives in one-syllable words: God,
love, birth, death, health, joy, sex, warmth, peace, cash, food, drink. So:
Instead of: Abbreviate, demonstrate, facilitate, optimum, approximately
Use: Shorten, show, help, best, about

One-word Substitution
Replace a string of words with a single word. One word Substitution

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Combine ideas
Instead of: The manager's report was carefully illustrated, and it covered five
pages.
Use: The manager's carefully illustrated, five-page report ...
Instead of: Installation testing, which is offered to all of our customers at no
further cost whatsoever, is available with each system through purchase from
this company.
Use: We offer free installation testing to all of our customers for each system
they buy from us.

Positive, not negative

Instead of: If the error does not involve data correction, the special function key
should not be used.
Use: Use the special function key to correct data.

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Previous Page Auditory Skills (Non-Verbal) Page 2/2

. Vocalization: consists of three subsections:

Characterizers: Characterizers are emotions expressed while

speaking, such as laughing, crying, and yawning.

Qualifiers: A voice qualifier is the style of delivering a message

– for example, yelling "Hey stop that!", as opposed to
whispering "Hey stop that".

Segregates: Vocal segregates such as "uh-huh" notify the

speaker that the listener is listening.

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 Silence
Silence is an important aspect of communication. Some seriously un-favourable
incidents, demand high-end skills to compose silence for better results. Silence
prevails under two conditions:
1. Absence of speech
2. Suspension of speech

Both these states indicate either Positive or Negative feelings/moods i.e.

Sympathy, Displeasure, Anger, Indifference to pleasure or pain & loss or gain etc.

Silence can be very embarrassing, if it’s difficult to interrupt.

Types of Silences:
1. Pin-drop silence 2. Grave silence
3. Dead silence 4. Church silence
5. Stony silence 6. Whispering silence

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 Graphic Clues

Colour is a very important and powerful means of communication. Each colour is

associated with different moods and feelings.

Black Death & Sorrow (Western countries), Protest

White Peace & Purity, Surrender, Mourning (India)
Red Danger, Welcome, Excitement
Blue Sincerity, Harmony, Passion
Green Life, Coolness, Freshness
Pink Feminity, Grace, Healthiness
Yellow Cheerfulness, Vigour
Purple Tradition, High-rank
Brown Strength, Practicality

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 Chronemics
Gudykunst & Ting-Toomey (1988) identified 2 dominant Time -patterns:

Monochronic time schedule (M-time): Time is seen as being very important and it is
characterized by a linear pattern where the emphasis is on the use of time schedules
and appointments. Time is viewed as something that can be controlled or wasted by
individuals, and people tend to do one thing at a time. The M-pattern is typically
found in North America and Northern Europe.

Polychronic time schedule (P-time): Personal involvement is more important than

schedules where the emphasis lies on personal relationships rather than keeping
appointments on time. This is the usual pattern that is typically found in Latin
America and the Middle East.

For Example: In European and American societies, when men interact with
women, they generally control the time use, talk more than women,
and interrupt more than women.

In the business world, Americans are expected to arrive to meetings

on time and, usually, even early. On the other hand, they arrive late
to parties and dances.
 Brisk Action

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Wherever possible, minimize the size of the sentence by replacing a string of
words with an appropriate word with out losing its context.

Example: After his retirement, he took up job just for honour; not caring for
any emoluments.
Improved: After his retirement, he took up an honourary job.

Example: He always uses words with several meanings and interpretations.

Improved: He always uses ambiguous words.

There is no dearth of such examples to write upon. One may refer to most recent
use of words, that innovatively replace the traditional style of writings.

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 Auditory Skills Page- 2/2

Tone of voice, Sounds of Bells, Tunes and Whistles etc. expresses messages and
moods / feelings.

Paralanguage, sometimes called vocalics, is the study of non-verbal cues of the voice.
Various acoustic properties of speech such as tone, pitch and accent, collectively
known as Prosody, can all give off non-verbal cues. Paralanguage may change the
meaning of words.

he linguist George L. Trager developed a classification system which consists of:

1. Voice set : The is the context in which the speaker is speaking. This can
include the situation, gender, mood, age and a person's
culture.

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2. Voice qualities: The are volume, pitch, tempo, rhythm, articulation,
Page 1/2
Auditory Skills

. Vocalization: consists of three subsections:

Characterizers: Characterizers are emotions expressed while

speaking, such as laughing, crying, and yawning.

Qualifiers: A voice qualifier is the style of delivering a message

– for example, yelling "Hey stop that!", as opposed to
whispering "Hey stop that".

Segregates: Vocal segregates such as "uh-huh" notify the

speaker that the listener is listening.

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