Transcript Verbal Communication

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 Communication
is a process of exchanging
information, ideas, thoughts, feelings and
emotions through speech, signals, writing, or
behavior. In communication process, a sender
(encoder) encodes a message and then using
a medium/channel sends it to the receiver
(decoder) who decodes the message and
after processing information, sends back
appropriate feedback/reply using a
medium/channel.
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 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 is variety of types
of communication.
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 EXTRAPERSONAL
COMMUNICATION
 INTRAPERSONAL COMMUNAICATION
 INTERPERSONAL COMMUNICATION
 ORGANIZATIONAL COMMUNICATION
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 Types
of communication based on the
communication channels used are:
 Verbal
Communication
 Nonverbal Communication
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 Types
of communication based on the
communication channels used are:
 Verbal
Communication
 Nonverbal Communication
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

Verbal communication refers to the 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. In verbal
communication remember the acronym KISS (keep it
short and simple).
When we talk to others, we assume that others understand
what we are saying because we know what we are saying.
But this is not the case. Usually people bring their own
attitude, perception, emotions and thoughts about the
topic and hence creates barrier in delivering the right
meaning. So in order to deliver the right message, you
must put yourself on the other side of the table and think
from your receiver’s point of view. Would he understand
the message? How it would sound on the other side of the
table?
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Verbal Communication is further divided
into:


Oral Communication
Written Communication
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 In
oral communication, Spoken words are
used. 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.
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 In
written communication, 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.
 Written Communication is most common
form of communication being used in
business. So, it is considered core among
business skills.
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Nonverbal communication is the sending or
receiving of wordless messages. We can say that
communication other than oral and written, such
as gesture, body language, posture, tone of
voice or facial expressions, is called nonverbal
communication. Nonverbal communication is all
about the body language of speaker.
 Nonverbal communication helps receiver in
interpreting the message received. Often,
nonverbal signals reflect the situation more
accurately than verbal messages. Sometimes
nonverbal response contradicts verbal
communication and hence affect the
effectiveness of message.

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 Nonverbal
communication has the following
three elements:
 Appearance
Speaker: clothing, hairstyle, neatness, use of
cosmetics
Surrounding: room size, lighting,
decorations, furnishings
 Body Language
facial expressions, gestures, postures
 Sounds
Voice Tone, Volume, Speech rate
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 Based
on style and purpose, there are two
main categories of communication and they
both bears their own characteristics.
Communication types based on style and
purpose are:
 Formal
Communication
 Informal Communication
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 In
formal communication, certain rules,
conventions and principles are followed
while communicating message. Formal
communication occurs in formal and official
style. A usually professional setting,
corporate meetings, conferences undergoes
in formal pattern. In formal communication,
use of slang and foul language is avoided and
correct pronunciation is required. Authority
lines are needed to be followed in formal
communication.
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Informal communication is done using channels
that are in contrast with formal communication
channels. It’s just a casual talk. It is established
for societal affiliations of members in an
organization and face-to-face discussions. It
happens among friends and family. In informal
communication use of slang words, foul
language is not restricted. Usually informal
communication is done orally and using gestures.
 Informal communication, unlike formal
communication, doesn’t follow authority lines.
In an organization, it helps in finding out staff
grievances as people express more when talking
informally. Informal communication helps in
building relationships.

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

A letter is a written message containing information
from one party to another. The role of letters
in communication has changed significantly since the
nineteenth century. Historically, letters (in paper
form) were the only reliable means of communication
between two people in different locations.
Every educated person should know how to write a
clear and readable letter. Everyone has sometimes to
write business letters of some sort, and may have to
face the problem of writing an important letter that
will vitally affect his interests in life. The art of
letter-writing is, therefore, no mere ornamental
accomplishment, but something that every educated
person must acquire for practical reasons.
Anasuya Kalavar 2009
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Letter writing is a means of communication
between two persons, the writer and the
recipient.
Letters can be
 General
 Business
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 Family
 Friends
 Thank
you
 Invitations
 Announcements
 Congratulations
 Apologies
 Condolences
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 Love
letters
 Letters to neighbours, media, newspapers
 Schools
 Legal matters
 Clubs, societies
 Vacation traveling accommodation etc
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 Financial
matters to the banks
 Landlords, tenants
 Consumer action
 Employment
 Insurance
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
Financial matters

Tradesmen's letters
Sending goods
Estimate of renovation work
Returning supply
Missing good
Returning cheques etc
1.
2.
3.
4.
5.
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A letter has

Head-
your address and recipient’s address

Neck-
salutations (dear etc)

Two arms- (particularly in business letters) references on
either side

The trunk or the body- main message

The legsaddressee
complimentary close and address of the
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 This
informs the reader where you wrote the
letter, and when. The where, (which should
be the writer's full postal address) gives the
address to which the reader may reply; and
the when is for reference, as it gives him the
date on which you wrote. The position of the
heading is the top -hand corner of the first
page-the address above and the date just
below it. The heading and the date may
alternatively go on the right.
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 24
Poorvi Marg
New Delhi 110 057
10 October 2001
Anasuya Kalavar 2009
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The date may be written in any of the following
ways:
 4 June 2001
 4th June 2001
 June 4, 2001

4-6-2001 -- To a British person this means the
fourth of
 4.6.2001 -- June; to an American it is the sixth of
April.
 4/6/2001 -- (Americans put the month before
the day.

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
Skip one line after the date. Align the receiver’s
information with left margin. Include the following


Full name
Title, department (if known)
Company Name

For Example

Kabir Sahay
54 Aashirvad Bunglows
Opp, Himalaya Mall
Drive-in-road
Ahmedabad





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 Skip
one line after the address. If your letter
has a direct purpose, add a brief description
to focus the reader on the topic.
Anasuya Kalavar 2009
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
The form of Greeting will depend upon the relation in
which you stand to the person to whom you are writing.

To members of your family, for example, it will beDear Father, My dear Mother, Dear Uncle, Dear Hari, etc.

To friends, it will beDear Shri Desai, or Dear Desai, or Dear Ramchandra, etc.

To business people, it will be-

Dear Sir, Dear Sirs, etc.
[Full examples will be given for each kind of letter later.]

Note: - The use of the term Dear is purely formal, and is a
mere polite expression, not
necessarily implying any special affection.
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 Cordially
(American)
 Yours
cordially
 Yours faithfully (British)
 Faithfully yours
 Yours respectfully (to high dignitaries)
 Yours sincerely (informal)
 Yours truly (formal notes)
 With love, yours lovingly, your loving
daughter, yours affectionately (intimacy)
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This is, of course, the letter itself, and the style
in which it is written will depend upon the kind
of letter you wish to write. The style of a letter
to an intimate friend will be very different from
that of a purely business letter or an official
communication. But a few hints that apply to all
letters are given below.
 (a) Divide your letter (unless it is very short) into
paragraphs, to mark changes of Subject-matter,
etc.
 (b) Use simple and direct language and short
sentences. Do not try to be eloquent, and
 drag in long words, just because they are long
words. Be clear about what you want to say, and
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say it as directly as possible.

(c) Try to be complete. It is a sign of slovenly
thinking when you have to add postscripts
at the end of a letter. Think out what you want
to say before you begin to write; and put
down your points in some: logical order.
 (d) Write neatly. Remember that your
correspondent has to read what you write, and
do not give him unnecessary trouble with bad
penmenship and slovenly writing.
 (e) Mind your punctuation, and put in commas
and semicolons and full stops in their proper
places. Incorrect punctuation may alter the
whole meaning of a sentence.

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 Skip
one line after the last paragraph. Either
align it with the left margin(blocked style),
or align it with your address at the top of the
letter (modified block style).
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A
letter must not end abruptly, simply with
the writer's name. This would look rude. So
certain forms of polite leave taking are
prescribed. Such as: Yours sincerely, your sincere friend, Yours
faithfully, etc.
[Different leave-taking forms are used in
different kinds of letters, and these will be
given under their proper heads.]
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 The
subscription, or Leave-taking phrase,
must be written below the last words of the
letter, and to the right side of the page. This
is the traditional method. Note that today
there is a growing tendency to place the
subscription on the left side.
 Note:
- The first word of the Subscription
must begin with a capital letter; e.g.,
 Sincerely yours
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This must come below the Subscription.
 Thus :
 Yours sincerely,
 K.R. Deshpande

In letters to strangers, the signature should be
clearly written, so that the reader may know
whom to address in reply.
 A woman should prefix to the name Miss or Mrs
(or: Kumari or Smt) in brackets. Ms can be used
by a woman who does not wish to be called Miss
or Mrs.
 Yours faithfully,
(Mrs.) J.L. Desai

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 Skip
one line letter your typed name and
title, if you plan to add materials in the
envelope, such as a resume, type
“Enclousure:” followed by a space, and name
the enclosed document(s). If you plan to
send a copy of the letter to other people,
type “CC:” followed by a space, and type the
names and titles. Align both with the left
margin.
 Enclosure: Sample specification
 CC: Pathik Dodiya, Gaurav Gohil, Bharat
Bharvad, Madhukar Malviya, Jatin Kapadiya
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In writing a letter, first write your address and
under it the date in the top right-hand corner of
the first page. You may alternatively write them
on the left.
 Then write the Salutation {e.g., Dear Shri Desai,)
lower down at the left side of the page,
beginning with a capital and putting a comma
after it.
 Next begin your letter (with a capital letter) on
the next lower line, to the right of the
salutation.
 At the end of the letter write the Subscription,
or words of leave-taking (e.g., Yours sincerely),
at the right/left side of the page, with your
signature below it.

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01 A letter to the manager to allow students for workshop in his company.

Whitcomb Polytechnic
20-30 Newcastle Roadk
Whitcombe
Tyne and Wear
WT5 4AH
11 October 2007

The General Manager
Fukuoka Motors (UK) Ltd
PO Box 137
York Road
Loughton
Durham
LT3 5HD

Dear Sir

I understand from my colleague, Professor William Jones, who visited your Loughton plant last month,
that you sometimes allow groups of students to tour the factory and see for themselves how Japanese
production techniques operate in a European environment. Professor Jones himself was most impressed
by his own visit, and recommended that I write to you.


Would it be possible for a group of 20 Business Studies students - male and female, aged between 18
and 22 - from Whitcomb Polytechnic to visit you before the end of this term, which is on the 21
December? I realise that you must receive many requests for such visits, and that the time available
may already be booked up. If it is not, and you are able to see us, I should be most grateful if you
could suggest a date and let me know of any normal conditions you lay down for visits of this kind.
I look forward to hearing from you.

Yours faithfully

B Farrant (Dr)
Senior Lecture
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
7, Greater Colony
Kanpur

21st January ‘2011


The Director
Sky-High Institute
25 High Street
Kanpur

Subject: Enquiry regarding coaching classes

Dear Sir,

This is in reference to your advertisement in ‘The Daily Times’ dated 18 January 2011. I am
preparing for the Pre Medical Test. I am interested in joining your institute, but before I do so, I
would like the following information.
I would like to know the duration and the timings of the course. What is the fee structure and the
mode of payment? I would also like to know the strength of each batch and the success rate of
your Institute. Do you offer any discount to students who have excelled in academics?
I would be grateful if you could give me a prompt response so that I can take timely decision to
join your institute.

Thanking you in anticipation.

Yours faithfully
Meena Saxena



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
Dr. Michael Smith
123 ABC St.
New York City, NY 99999

April 17, 2012

Dr. Patricia Brown
University of California,
Los Angeles Medical Center
777 Medical Dr.
Los Angeles, CA 11111

Dear Dr. Brown,

I am the chairman of the 2012 Metropolitan Medical Conference that is being held in Miami,
Florida on July 5, 2012, and I would like to invite you to present your research on beta blockers.
We would be delighted to listen to you discuss your work, and I hope you will also agree to run a
short question-and-answer session after the presentation.

Additionally, Metropolitan Medical would be pleased to cover your travel and lodging expenses
while you visit the conference, in addition to providing you with a per diem budget.

Please reply with your answer as soon as you are able, so that we may begin to arrange your
travel. I encourage you to contact me with any questions or concerns.

Kind regards,
Dr. Michael Smith


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
Army School
Aligarh

20th January ‘2011

The Sales Manager
Light House
Main Road
Noida

Subject: Placing an order for books

Dear Sir,
I have reliably learnt that your book shop supplies books at discount rates. I would like to place the following
order for the school library.

S.No.
Book’s Name
Author

1.
Macbeth

2.
The Suitable Boy

3.
Pride and Prejudice

4.
Wing of Fire

The payment will be made by cheque on receipt of the goods. Kindly ensure that the order reaches us within a
week .

Thanking you

Yours faithfully

Priya

Librarian, Army School
William Shakespeare
Vikram Seth
Jane Austen
APJ Kalam
Quantity
one
one
one
one
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1. To your cousin, requesting the loan of a camera during your holidays.
2. From a boy in a boarding-school to his mother who is keeping poor
health.
3. To your father who has been away from home for a fortnight, about
anything of
interest that has taken place in his absence.
4. To your cousin about what particularly pleased you at the circus.
5. From a boy at a boarding-school to his parents on the approaching
vacation.
6. From a son to his father, stating how he hopes to fare in the
approaching SchoolLeaving Examination.
7. To your younger brother, scolding him for having neglected his studies.
8. Reply to the above.
9. From a mother to her daughter, on receiving a bad report from her
boarding-school.
10. Reply to the above.
11. You have recovered from a long illness. Write about your experience
in bed etc.,
to your cousin.
12. You have been delayed one night by a railway accident near a small
country
outstation.
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THANK YOU!
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