English communication skills

Communication is basic need

1. Assignment No : 1

Topic :
Communication skills
Submitted to:
Mam Ayesha IMdad
Submitted By:
Sania Bibi
MSc Chemistry 1
Section A
Course:
English Communication Skills
ENG-301
Date:
10/22/2017

2. COMMUNICATION
Skills

Introduction:-
Communication is essential for the existence of the society and it plays a prominent role
in the functioning of different professional organizations. It is one of the important conditions for
social interaction. Social interaction cannot take place without communication because human
interaction is essentially communicative interaction. It pervades the entire range of social and
professional relationships, and plays a key role in our life. It is the reciprocal stimulation and
response between individuals, and makes social as well as professional interaction possible. Most
of the times it has been found that all conflicts, tensions, wars are a result of miscommunication.
If absence of proper communication can lead to such dangerous situations, then it is definitely
important to understand the term.
What is Communication?
The term communication has been defined at various levels. Communication is a dynamic
interactive process that involves the effective transmission of facts, ideas, thoughts, feelings,
and values. It is not passive and does not just happen; we actively and consciously engage in
communication in order to develop the information and understanding required for effective
group functioning. It is dynamic because it involves a variety of forces and activities interacting

3. over a period of time. The word „process‟ suggests that communication exists as a flow through a
sequence or series of steps. The term „process‟ also indicates a condition of flux and change.
Communication: It is the process of expressing one‟s ideas, thoughts, feelings, expressions,
emotions, language, knowledge etc. The process may involve Transaction, exchange, and sharing
Definition 1:-
It is the ability to speak, write or to express our ideas, feelings: clearly and convincingly.
Definition 2:
It is the process of sending and receiving symbols for the purpose of understanding,
knowing, informing and in the broadest sense, improving the relation with the world.
Definition 3 ( Robert Anderson )
Communication is interchange of thoughts, opinions or information by speech, writing or signs .
Communication also be symbolic because it is not limited to words or language.
It can always be done by the help of gestures and symbols or facial expressions. The symbols can
be present with and without language. Our ability to symbolize and express makes the process of
communication possible. It can be defined as the act or process of using words, sounds, signs,
behaviors to express exchange information or to express your feelings, thought and ideas to
someone called communication
MEANING:-
The word has been derived from Latin words “communis” and “communicare”. The meaning
of the first word suggests to make common and “communicare” means to share or sharing.
PURPOSE:-
Communication is instrumental or directly satisfies certain needs like physical, emotional, social,
psychological etc... For that reason each and every communication has a definite purpose. The
purpose is linked with both the sender and the receiver. Without purpose any communication can
be rendered useless. A statement of purpose not only describes what we want to accomplish, but
also helps us know at the end of the communication whether it has been achieved.
The purpose can be classified into two broad categories:-
a) General purposes
b) Specific purposes
a) General purposes can be to entertain, to inform, to attract, to regulate, to instruct etc...
b) Specific purposes involve to influence, to motivate, to enquire, to persuade etc...
We must understand that some purposes are sender related and some purposes are receiver
related.
1: To Inform: Any sentence that is informative in nature. e.g. i) this road leads to the main
hall of the compound. ii) I‟m a student of IST year Bio.Tech from CET.
2: To entertain: Cracking a joke or delivering a dialogue which amuses the audience or
listeners.
3: To attract: In this purpose the listeners or audience or receivers are attracted to listen or
give attention to the speaker. The listeners might not have a direct interest or role in what the
sender is telling but the communication is such designed that they get attracted.

4. 4: To regulate: This purpose generally serves rules and regulations, sometimes maintaining
discipline in a particular environment
5: To instruct: This purpose has a greater role in training, teaching, directing, and
administrating.
6: To influence: This purpose is specific in nature, where we try to influence an individual‟s
decision, attitude, thought and impression.
7: To motivate: This purpose gives attention to particular individual or group to get some
work done or to do better in life, like sermonizing etc.
The main purpose of communication are as follow…
* To exchange ideas
* To express feelings
* To meet social expectations
* To convey the right message to person concerned
* To coordinate the effort of all those who are engaged in business
* To maintain good industrial relation
* To convince others
* To progress well in society
Process of communication:-
Communication is an interactive process. The two communication agents involved in the
communication process are the sender(s) and the receiver. The process of communication
consists of five steps that is ideation (creation of ideas) , impulse, encoding, transmission,
decoding and feedback. These steps take place only between the sender and receiver.
*Impulse:
The idea or feeling that occur in the mind of sender to convey a message is called impulse.
Thought or information exist in the mind of sender can be concept, idea and feeling. It is initial
process.
*Ideation:
This is the initiation in the different stages of communication. Ideation refers to the formation of
the idea and we tend select the message to be communicated. We also finalize the language for
communication and the length and breadth of it. Ideation depends on the sender‟s knowledge,
experiences, and abilities, as well as the purpose of communication and the context of the
communication situation. However, ideation depends on various factors. Messages are generally
of two types as far as content is concerned, i.e. logical and emotional. Logical messages contain
facts, figures and analysis whereas emotional messages consist of feelings.
*Encoding:
It is the process of converting the idea into a particular language.

5. The information to be sent is transformed into a logical and coded message. It depends on the
type of relationship the sender and receiver enjoy. The process of giving proper shape to ideas is
called encoding. Encoding is the process of putting one’s thoughts into words. Encoder is
the person who translates his/her thoughts into meaningful words. For example, if it is a
formal situation then the sender has to keep various things in mind e.g. Selection of language,
level of competency of the receiver to understand the language, selecting a medium of
communication (speaking, writing or nonverbal means) and the form of communication (face to
face, telephonic, one-to-one, one-to many, group communication etc.
*Transmission
It refers to the transfer of message from sender to the receiver through a proper channel. It helps
in confirming the process of encoding and the keeps the channel free from interference. It
decides the right time, place and method for communication. Through transmission only the
intended message reaches the receiver without distortion and the listener is able to decode it in
order to understand and comprehend the message.
*Decoding:
It is the process of converting the message into thoughts by translating the received stimuli into
an interpreted meaning in order to understand the message communicated. In decoding, receiver
translates the words or symbols into concept or information that can be understood. It depends on
the receiver to realize the meaning and understand it. The process also involves interpretation
and analysis of a message. The receiver is also the decoder of the message. Decoding of a
message is as integral to communication as encoding it. Decoding is the process of giving
meaning to the encoded message . In case of oral communication in involves listening and
understanding. As quick response is required in oral communication the decoding must take
place rapidly, whereas, in case of written communication it involves reading and understanding,
hence, the time taken can depend on the ability of receiver. Effective decoding is very much
essential for successful communication to continue.
*Feedback:

6. It is most important step in the process of communication. It is the response that receiver gives to
sender as a result of sender‟s message. Without feedback the process of communication won‟t be
complete. Feedback is the receiver's response or reaction to the sender's message. It makes the
process of communication two way. This is the last stage in the process of communication but,
one must keep in mind that, the communication doesn‟t end here. It just completes one loop in
the communication cycle. The process of communication continues in a cyclical order. The
feedback is given by the receiver, but when the receiver is giving the feedback he/she becomes
the sender and the sender becomes the receiver. That‟s why it is also known as the reverse flow
of communication. Feedback denotes whether the receiver has understood the message or not.
The effectiveness of the process of communication depends on feedback. Feedback is the
receiver's response or reaction to the sender's message.


Levels of communication:
1. Intrapersonal (Within a person)

7. 2. Interpersonal (Face to face)
3. Small Group communication
4. Mass communication
1. "Intrapersonal Communication" also called self-talk or thinking, and refers to the
ways we communicate with ourselves. We use intrapersonal communication to plan our lives and
tell ourselves what to do or not do. The way we communicate with ourselves greatly affects our
self-esteem. A person who tells himself, "I'm so stupid" when he fails an exam will likely have
poorer self-esteem than someone who thinks, "I did really well on the previous four exams. I
must have just been having an off day, and I'll do better next time."
This is the level where your self concept is formed.
Intrapersonal communication
2. "Interpersonal Communication" is the communication we have with other people. It
can involve more informal communication. For example, you are talking to your friend is
interpersonal communication. The degree to which we communicate, or fail to communicate,
with others influences how our relationships with them develop, continue or come to an end.

8. 3. " Small Group Communication" involve three or more people. In this level, group
interaction results in decision making, problem solving. For example, team working on
project

4. "One to Group communication" involve a speaker who speakes to inform, persuade,
motivate an audience. For example, teacher and class students

9. 5. "Mass Communication" include electronic or print transmission of message to the
general public. A feature of mass communication is that many people in many places, at different
time can receive the same message. Feedback at this level can be delayed. Its outlets called mass
media include things like television , radio and film etc...

Medium of Communication:
The mean by which information is transmitted between sender and receiver is called medium.

10. Medium is a source to convey a message from sender to receiver. Medium of communication is
language.
There are four types of medium...
(1) Visual: symbols, pictures , maps , diagrams , data...
(2) Oral : spoken words , telephone , recording...
(3) Written: notebook , article , journals , paper , address...
(4) Electronic media: television , internet...
selection of medium depends upon sender and demand of receiver.
Types of Communication
People communicate with each other in a number of ways that depend upon the message and its
context in which it is being sent. Choice of communication channel and your style of
communicating also affects communication. So, there are variety of types of communication. 1.
Verbal communication :-
Verbal communication refers to the form of communication in which message is transmitted
verbally; communication is done by word of mouth and a piece of writing. Objective of every
communication is to have people understand what we are trying to convey. When we use any
language which is represented by words and sentences for the purpose of communication it is
known as Verbal Communication.
Verbal Communication is further divided into:
( a ) Oral Communication
( b ) Written Communication
*(a) In oral communication, Spoken words are used. Oral Communication is more natural and
immediately available for responding to a comment / statement. Oral communication requires the
presence and simultaneous attention of both the persons. In this message does not need to be
permanent.
*Oral communication occurs in situations like conversations, telephone talk, interviews,
presentations, group discussions, and meetings.

11. * It includes face-to-face conversations, speech, telephonic conversation, video, radio, television,
voice over internet. In oral communication, communication is influence by pitch, volume, speed
and clarity of speaking. *Advantages of
Oral communication are: It brings quick feedback.
* Oral communication is best when it is face-to-face. A face-to-face setting is possible between
two individuals or among a small group of persons at an interview, or in a small meeting, where
both the sender and the receiver could see each other and communicate. Here, an immediate
feedback, which gives clarification is possible.
*Disadvantage of oral communication In face-to-face discussion, user is unable to deeply think
about what he is delivering, so this can be counted as a barrier.
face to face communication
*(b) written communication, In this written signs or symbols are used to communicate. A
written message may be printed or hand written.
* In written communication message can be transmitted via email, letter, report, memo etc.
*Message, in written communication, is influenced by the vocabulary & grammar used, writing
style, precision and clarity of the language used.
*It is permanent record. It is used where ideas are complicated.
*Written Communication is most common form of communication being used in business. So, it

12. is considered core among business skills.
* Advantages of written communication includes: Messages can be edited and revised many
time before it is actually sent. Written communication provide record for every message sent and
can be saved for later study. A written message enables receiver to fully understand it and send
appropriate feedback.
*Disadvantages of written communication includes: Unlike oral communication, Written
communication doesn‟t bring instant feedback. It takes more time in composing a written
message as compared to word-of-mouth.
2. Nonverbal communication:-
Nonverbal communication is the sending or receiving of wordless messages. Nonverbal
communication refers to the silent mode of communication. Words or sentences are absent in
this type of communication. Actions communicate in this type of communication.
Martin Luther King said “actions speak louder than words”. communication other than oral
and written, such as gesture, body language, posture, tone of voice or facial expressions, is called
nonverbal communication. Body language is the most visible and evident form of nonverbal
communication. Body Language: It is the study of body movements in such a manner that each
and every movement of our body communicates a message depending on the environment.
Definition 1: it refers to the transfer of meaning by body language, space, time and
paralanguage.
Definition 2: It is the transmission of messages by some medium other than speech or writing.
Types of nonverbal communication:
i) Conscious: Winking of an eye, traffic police gestures etc.
ii) Subliminal: It affects our mind without our knowledge. Police uniform, Modelling, Military
attire etc.
iii) Voluntary or involuntary messages: Communicators are unaware of their body cues.
Scratching the back of your head while telling a lie.
The study of body movements, facial expressions, postures, gestures,
eye contact etc. is known as Kinesics.
3. Formal Communication:-
Formal communication is otherwise known as official communication. In case of formal

13. communication, we use formal language. Formal communication is used for serious purposes.
E.g. Debate, discussions, lectures, interview, seminars, speech, Group work, meetings,
presentations, public speaking, press briefing etc… In formal communication, certain rules,
conventions and principles are followed while communicating message. Formal communication
occurs in formal and official style. The communication in office or organization taking place
through the officially designated channel or the pre-defined channel is known as the formal
communication. In this communication, Privacy is maintained.
4. Informal Communication:-
The informal communication also takes place at the workplace in between the employees,
although it doesn‟t take place through the officially designated channels and the topic of
discussion is broader. Informal communication is mostly in the oral form. Informal
communication is natural and free flow communication without any rules, restrictions and
formality. E.g. casual greetings or private conversations, chatting, gossiping etc... Informal
communication is mostly in the oral form. No privacy is made while doing informal
communication it can be done any time at any place.
Communication Barriers:-
Barriers can be defined as the conditions that interfere with effective exchange of ideas.
Barriers are the factors which influence clarity, accuracy and effectiveness. Anything that
hinders the process of communication at any level is a barrier of communication. or
Commuincation barriers are the difficulties that are involved in the process which distort
the message being properly understand by the receiver. There exist many barriers to
communication and these may occur at any stage in the communication process. Barriers may
lead to your message becoming distorted and you therefore risk wasting both time and/or money
by causing confusion and misunderstanding. Effective communication involves overcoming
these barriers and conveying a clear and concise message.
Factors :-
There are factors that affect the process of communication.
These factors are as follow….
*Status:-
The Sender and receiver of a message may be of equal status within a class system or they may
be at different levels, This difference in status sometimes affects the effectiveness of the
communication process.
*Cultural Differences:-
Cultural differences, both within or outside the organization may disrupt the communication
process
*Choice of communication channels :-
Before you choose your communication channel you should ask yourself whether the channel is
suitable for particular purpose and the person/receiver you have in mind.
* Use of Jargon:-
jargons are terminologies used by professionals to simplify a concept. Jargons are meant to
enhance communication but at times it can act as the biggest barrier to communication.
*Length of Communication :-
The Length of the message also affects communication process. You need to be sure that it
serves the purpose and appropriate for the receiver.
*Use of Language:-

14. Poor choice of words or weak sentence structure also pampers communication. The same goes
for inappropriate punctuation.
*Disabilities:-
physical disabilities such as hearing problems or speech difficulties can act as barrier
*Known or Unknown Receiver :-
Whether the receiver is known or unknown to you also plays a major role in determining the
effectiveness of your communication . A known receiver may be better able to understand your
message
*Individual Perceptions :-
Sometime the method of communication needs to take into consideration the receivers
personality traits, age and preferred style
*Atmosphere/Noise :- Our surroundings can sometimes pose as barriers to effective
communication. Noise is quite often a barrier to communication. In factories, oral
communication is rendered difficult by the loud noise of machines. Electronic noise like blaring
often interferes in communication by telephone or loudspeaker system. Noise can be…
•physical noise (outside disturbance)
• Psychological noise (inattentiveness)
• Written noise (bad handwriting/typing)
• Visual noise (late arrival of employees.
*Clarity of Message :-
Is the message conveyed in a clear or ambiguous manner?
*Lack of attention :-
lack of interest or attention , distractions, or irrelevance to the receiver can act as barrier.
*Lack of Feedback :-
Feedback is important as it enables confirmation of understanding to be made by both parties. It
can be act as barrier.
Barriers

1. Physiological Barriers
Physiological barriers may result from individuals' personal discomfort, caused, for
example, by ill health, poor eye sight, or hearing difficulties. Psychological barriers
can be described as the cause of distorted communication because of human psychology
problems. These may also affect one‟s personality in many different and mostly negative ways.
This can best be handled by working on developing a positive perception as certain physiological
features contributing to barriers may not be curable.
2. Physical Barriers
Physical barriers include:


others.

The major physical barriers are:
Time: Time has an important role in a communication process. Do we not often hear
expressions such as “timely caution”, “timely advice?”. These expressions indicate the role of
time as a factor in communication

15. Place: The place or the location where a communication process takes place can degenerate
into a barrier to effective communication.
Noise: Noise is a physical barrier to effective communication. Noise may have its origin from
an external source or may exist even in the communication loop.

: Space Closed office doors, barrier screens and separate areas for people of different
status results in creating a barrier to effective communication.
Some of them are easy to Alter whereas, some may prove to be tough obstacles in the process of
effective communication.
3. Perceptual Barriers
We all see the world differently !We all have our own preferences, values, attitudes, origins and
life experiences that act as „filters‟ on our experiences of people, event s and information. A bad
experience would perceptually block out unpleasant things. This could be in the shape of
avoiding it and if that is not possible by altering the behaviors i.e., response types in different
ways. Similarly, retention filters out things that feel good, and gives the tendency to forget those
things that are painful.
Types of Perceptual Barriers
 Difference in Understanding
 Difference in perception of reality
 Difference in values, attitudes and opinion
4. Emotional Barriers: The
emotional state may influence your capacity to make yourself understood and hamper your
understanding of others. Many times, emotional barriers on your part or the part of the person
you are speaking with may inhibit your ability to communicate on an effective level. It is
comprised mainly of fear, mistrust, and suspicion. As mentioned earlier the roots of our
emotional mistrust of others lie in our childhood and infancy when we were taught to be careful
what we said to others.
5. Cultural Barriers:
Cultures provide people ways of thinking--ways of seeing, hearing, and interpreting the world.
Thus the same words can mean different things to people from different cultures, even when they
talk the "same" language. Each culture has its own rules about proper behavior which affect
verbal and nonverbal communication Whether one looks the other person in the eye-or not; how
close the people stand to each other when they are talking; etc --all of these and many more are

16. rules of politeness which differ from culture to culture. Culture prescribes behavior. Humans can
adapt to different culture once we come to accept it and appreciate that cultures are different so
that we can be
recognized from others and that no specific connotations need to be attached to
one culture or the other.
6. Language Barriers
 Inability to converse in a language that is known by both the sender and receiver is
the greatest barrier to effective communication.
 When a person uses inappropriate words while conversing or writing, it could lead
to misunderstanding between the sender and a receiver.
Language that describes what we want to say in our terms may present barriers to
others who are not familiar with our expressions, buzz-words, and jargon. When we
couch our communication in such language, it is a way of excluding others. In a global setting
the greatest compliment we can pay another person is to talk in their language.
7. Semantic barriers
Semantic barriers refer to the obstacles caused in communication due to problems with the
interpretation of word meanings. The word „semantics‟ comes from the Greek word,
„semantikos‟, which means „significant‟. „Semantics‟ in the context of communication refers to
the meanings of words. The Semantic Barriers refers to the misunderstanding between the
sender and receiver arising due to the different meanings of words, and other symbols used in the
communication. The semantic barriers usually arise when the information is not in the simple
language and contains those words or symbols that have multiple meanings. The meaning of
words, signs and symbols might be different from one person to another and the same word
might have hundreds of meanings.
Similar sounds word: These words are known as Homophones
Pronunciation same but Spelling and Meaning are different
Examples:
• pale/pail • alter/altar • buy/bye/by • rain/reign
WORDS HAVE MULTIPLE PRONUNCIATIONS: These words are known as Homographs.
Spelling same but Pronunciation and Meaning are different.
Examples
• The bandage was wound around the wound.
• We must polish the Polish furniture.
• He could lead if he would get the lead out.
WORDS HAVE MULTIPLE MEANING: These Words are also known as homonyms
Spelling and Pronunciation are same but Meaning is different.
Examples
• Never desert your friends in the desert.

17. • Close the window before the bee gets too close
8. Psychological Barrier The psychological barrier of communication is the influence of
psychological state of the communicators (sender and receiver) which creates an obstacle for
effective communication. ... Every person's mind is unique and communication does not work
like that in machines or in numbers.
7C‟s of Communication:
There are seven “C” of communication,
1. Complete
2. Conciseness
3. Consideration
4. Concreteness
5.
6. Clarity
7. Courtesy
8. Correctness
Completeness:

*Message is complete when it contains all facts the reader or listener needs for the reaction you
desire. *Communication senders need to assess their message through the eyes of the receivers
to be sure they have included all relevant information. *Provide all necessary information.*
Answer all questions asked. *Give something extra when desirable. Give all detail which is
necessary for complete and accurate
understanding.*One way to make your message complete is by asking five W questions;
 Who?
 What?
 When?
 Where?
 Why?
 And other essentials as How?
These are useful for making requests, announcements, or
other informative messages. EXAMPLE
To reserve a hotel banquet room, specify the accommodation needed (What), location
(Where),Sponsoring organization (Who), date and time(when), event (why), and other necessary
detail (How).
CHECKLIST FOR COMPLETENESS
Remember the five W‟s
Answer all questions
Give extra information when desirable

. Conciseness:

18. * Conciseness is saying what you have to say in fewest possible words without sacrificing other
C qualities. A concise message is complete without being wordy.
*A concise message saves time and expense for both sender and receiver.
* Conciseness contributes to emphasis; by eliminating unnecessary words you let important ideas
stand out.
* When combined with “you-view”, concise messages are more interesting to the recipients.
* Conciseness includes; eliminate wordy expression, Include only relevant material, Avoid
unnecessary repetition
* Use single word substitute instead of phrases withoutchanging meaning.
EXAMPLE
Wordy: In due course
Concise: Soon
Wordy: please find attached the list you requested.
Concise: The list you requested is attached.
Wordy: She bought desks that are of the executive type.
Concise: She bought executive- type desks. *Include only relevant material
and delete irrelevant material
EXAMPLE
Wordy : We hereby wish to let you know that our company is pleased with the confidence you
have reposed in us.
Concise: We appreciate your confidence.
*Avoid unnecessary repetition And Use shorter name after u have used long one once. Instead of
using “North Central Company” use “North Central”.

CHECKLIST FOR CONCISENESS
 Use one word in place of phrases; one sentence inplace of two. Readout loud to listen
wordiness.
 Omit wordiness and outdated expressions.
 Ask yourself: Is the material relevant?
 Look for unnecessary repetition: Does the same word or idea repeat too often?
Consideration
 Consideration means preparing every message with the message receivers in mind: put
yourself at their place; being aware of their ideas, emotions, attitudes,desires,
circumstances and probable reactions to your point.
 Handle the matter from their point of view, called as “you-attitude”

19. *SPECIFIC WAYS TO INDICATE CONSIDERATION
 Focus on “You” instead of “I” and “we”
 Show audience‟s benefit and interest in the receiver.
 Emphasize positive, pleasant facts.
To create considerate, audience-oriented messages, focus on how receivers will benefit, what
they will receive, and what they want or need to know.
EXAMPLE
We-Attitude: I am delighted to announce that we will be extending our hours to make shopping
more convenient.
You-Attitude: You will be able to shop evenings with the extended hours.
* Another way to show consideration for your receiver is to accent the positive. This means
stressing what can be done instead of what cannot be done, and focus in on words your recipient
can consider favorably.
# Negative-Unpleasant: It is impossible to open an account for you today.
# Positive-Pleasant: As soon as your signature card reaches us, we will gladly open an account
for you.
CHECKLIST FOR CONSIDERATION
 See your material from your readers point of view.
 “You” is more desirable than “I” and “We”.
 Readers like to see benefits. Be sure benefits are a prominent part of the message.
 Consciously use positive words; readers will react more favorably.
Concreteness:
 Communicating concretely means being specific, definite and vivid rather than vague
and general.
 Use denotative words (dictionary based, direct) rather than connotative words (ideas,
notions suggested by or associated with a word
BENEFITS: Receivers know exactly what is required or desired. Increase the chances that the
message will be interpreted the way sender intended. More vivid and interesting.
*SPECIFIC WAYS TO INDICATE CONCRETENESS
i. Use specific facts and figures
ii. Put action in your verbs
iii. Choose vivid, image building words.
*USE SPECIFIC FACTS AND FIGURES
* Use exact and precise statement or a figure instead of a general word to make your message
more concrete. EXAMPLE
Vague, General, Indefinite: Student GMAT scores are higher.

20. Concrete, Precise: In 1999 the GMAT scores averaged 600; by 1997 they had risen to 610. Use
active rather than passive voice because it shows life in a sentence when a subject acts
*CHOOSE VIVID IMAGE BUILDINGWORDS
*Use sensory words, comparisons, figurative language, concrete nouns, well chosen adjectives
and adverbs.
*COMPARISONS: Comparisons can make an idea more clear and vivid.
Unclear Image: “This is a long letter.”
Clear Image: “This letter is three times as long as you said it would be”.
CHECKLIST FOR CONCRETENESS
 Precise in presenting facts and figures.
 Use active voice more than the passive.
 Use action verbs to make idea clear.
 Use of image building words where necessary.
CLARITY:
Getting the meaning from your head into the head of your reader – accurately –is the purpose of
clarity. *WAYS TO INDICATE CLARITY : Choose precise, concrete and familiar words.
Construct effective sentences and paragraphs.
*Clarity is achieved in part through a balance between precise language and familiar words.
*Precise language means selecting exactly the right word to convey meaning.
*Familiar language comprises words of one‟s personal repertoire, familiar to the audience and
appropriate for the situation.
EXAMPLE
FAMILIAR WORDS PRETENTIOUS WORDS
After Subsequent
Home Domicile
invoice Statement for payment
*Use business language and technical terms in professional situations.
*Avoid when communicating to a person not acquainted with the terminology.
*Short sentences are preferred.

CHECKLIST FOR CLARITY
 Choose precise or as concrete a word as possible.
 Select words that have a high sense of appropriateness for the reader.
 Go for the familiar words.
 Limit average length of a sentence is 17- 20 words.
 Insert no more than one main idea in a sentence.
 Arrange words so that the main idea occurs early in a sentence.
COURTESY

21.  Courtesy means not only aware of others perspective but feelings.
 Courtesy stems from a sincere “you-attitude”
 show respect and concern for others .
 Consider your audience
*GUIDELINES FOR GENERATING COURTESY
 Be sincerely tactful, thoughtful and appreciative.
 Use expressions that show respect.
 Choose nondiscriminatory expressions. tactful keeping in mind audience culture, feelings
and respect.
 Avoid being blunt or abrupt as negative feelings arise from personal negative
attitude or when a person does not know the culture of a country …
EXAMPLE
Tactless , Blunt
Stupid letter; I can‟t understand any of it Clearly, you did not read my latest fax I rewrote that
letter three times; the point was clear
More Tactful .
It‟s my understanding that I did not get what u mean. Sometimes my wording is not precise; let
me try again. I‟m sorry the point was not clear; here is another version.
CHECKLIST FOR COURTESY
Communication should have you-attitude.
Have someone review your statement to avoid disrespect.
Be careful in using language. Be aware of gender, race, color, creed etc.


CORRECTNESS:
Use of proper grammar, punctuation and spellings.
Some message though grammatically and mechanically complete and perfect may insult or
lose a customer .
SO

Use the right level of language
Check accuracy of figures, facts and words.
Maintain acceptable writing mechanics.
*Right level of language: There are three levels of language
Formal
Informal
Substandard
So writing style for each level is different.
FORMAL LANGUAGE: Formal writing is often associated with scholarly writing: Doctoral
dissertations, Scholarly articles, Legal documents,Government agreements and other materials
where formality of language is demanded.

22. STYLE: Style is non-conversational, usually impersonal and often contains long sentences.
INFORMAL LANGUAGE: Informal writing is more characteristic of business writing as words
are, short, well-known and conversational…
CHECKLIST FOR CORRECTNESS

 Select the right level of language for communication; either formal or informal.
 Realize that informal language is used in business communication.
 Check your accuracy of facts and figures by making other person read your material.



* THE END*
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