1. What is communication?

Discuss the process of communication in

detail.

DEFINITIONS OF COMMUNICATION

Communication can be defined as the exchange of opinion, ideas, information,

facts, feelings, and values between two or more persons (sender and receiver/s)
with the help of some channels to get done the desired purpose.
Vestal (1995) defined communication as the exchange of meanings between
and among individual through a shared system of symbols (verbal and
nonverbal) that have the same meaning for both the sender and receiver of
the message.
Murphy and Hildebrandt defined communication as a process of
transmitting and receiving verbal and non-verbal messages that produce a
response.
Joseph A. Devito mentioned that communication refers to the act by one or
more persons of sending and receiving messages that are distorted by noise,
occur within a context, have some effect, and provide some opportunity for
feedback.

3. Process of Communication
Communication is a cyclic process that starts when the sender feels that
there is a need to communicate with the receiver for a particular reason (purpose).

The sender creates (encodes) a message either in the written or in verbal or

nonverbal form. The message is sent to the receiver with the help of channels of
communication. The receiver takes the delivery of the message and decodes it to
provide feedback to the sender. The sender gets the feedback and decides whether
the receiver has received the same message and meaning that the sender had
intended to communicate with him; if the sender feels that the receiver has not

received the same message and meaning, he/she again starts the cycle of
communication

Figure 1.1 Communication Process

Therefore its two-way process of reaching mutual understanding in which
participants not only exchange (encode-decode) information, news, ideas and
feelings but also creates and share meanings. In general communication is a means
of connecting people or places. The communication process is complete once the
receiver has understood the message of the sender.
Information exists in the mind of the sender. This can be a concept, idea,
information, or feelings. A message is sent to a receiver in words or other symbols
are Encoding. Lastly, Decoding means the receiver translates the words or
symbols into a concept or information that he or she can understand.
Encoding means putting ideas into words &
Decoding means putting words into ideas.

2. Enlist the Components or Elements of non-verbal communication.

Discuss any two of them in detail.

Elements of Communication
On the basis of Figure 1.1, the elements of communication are as follows:
1.
2.
3.
4.
5.

Sender
Message
Channel of communication
Receiver
Feedback

1. Sender/ideation/source/encoder: The sender is the person who initiates

the process of communication. Whenever the sender feels that there is a
need to communicate some information to the other person (receiver),
he/she starts the process of communication. The sender must be aware of
the purpose of the communication and the receiver's abilities to understand
the message in terms of language, interest, etc.
2. Message: The message is created by the sender to convey the information,
facts or opinion to the receiver. The message should be clear and simple so
that the receiver can understand it in the same way as the sender desires.
While creating a message, the sender should take care of words, language,
and meaning of the message if the message is to be communicated in
verbal or written form or he/she should take care of body language and
facial expression if the message is to be communicated in nonverbal form,
along with the abilities and professional competencies of the receiver.
3. Channels of communication: Communication channels are the medium
through which the message is communicated to the receiver. Channels of
communication play an important role in the process of communication. If
the sender selects an appropriate medium or channel of communication,
there are more chances that the receiver will receive the same message; or

else, there are chances that the message may get distorted. In this hi-tech
era, there are a number of channels that can be used to communicate
message, e.g., mobile, e-mail, voice mail, person, radio, TV, Internet,
blogs, etc. Through proper channel is a common phrase used among the
nurse administrators/managers that signifies the importance of
communication channels. For example, a student of B.Sc. nursing, II year,
wants to communicate hostel problems to the director of the institute. In
order to reach to the intended receiver first, he/she should communicate
his/her message in the form of written application to the class teacher; the
class teacher will forward the application (message) to the principal and
finally the principal will forward the application to the director. That is
how communication through proper channel takes place. In this case, the
class teacher and principal were the channels of communication through
which the message was communicated to the receiver (director).
4. Receiver/source (when gives feedback)/decoder: The receiver is the
person who receives the message. The receiver may be a single person or a
group of persons. The receiver understands the meaning of the message
and provides feedback to the sender. The receiver should have the same
language ability, comprehension, and cultural background as the sender. If
not, it may lead to distorted understanding of the meaning of the message
by the receiver.
5. Feedback: It is the most crucial element of communication. It is provided
by the receiver to the sender. Receiving feedback is important for the
sender to know that the receiver has received the message and interpreted
the meaning of the message in the desired way. Without feedback, the
process of communication cannot be complete. For example, when you
send a mobile SMS to your friend, you get feedback in the form of
delivery report that informs you whether your message has been delivered
or not to the intended receiver; it also happens in the same way in the case
of e-mail.
Communication is a cyclic process that involves initiation, transmission, and
reception of information. The reception of information is followed by the feedback,
which in turn can repeat the cycle of communication.

3. Your friend is going to make presentation on paralinguistics in a

workshop. To help your friend, write its content outline and your tips
for making it effective.

Nonverbal Communication

Nonverbal communication takes place without the use of words. Nonverbal

communication involves the unconscious mind acting out emotions related to the
verbal content, the situation, and the environment. The sender uses the body
language, facial expression, hand movements, eye movements, etc. to convey the
feelings, emotions, and other information to the receiver. This type of the
communication can be useful when both the sender and the receiver dont have an
understanding of a common language. This technique of communication is
especially useful when you are dealing with a client who is deaf and dumb.

The interesting fact about nonverbal communication is that it reflects a more

accurate description of one's true feelings because nonverbal reactions cannot be
controlled easily by the people. Nonverbal communication may include:

Vocal(spoken) cue
Gestures
Posture
Physical appearance
Distance
Position or posture

Touch
Facial expression

Introduction
One would agree that language takes an important role in interpersonal
communication. However, it is not the only essential component. People
maintain a certain degree of eye contact, body posture, facial expression, and
voice tone while exchanging language. Consciously or unconsciously they use
nonverbal communication. Hence, it is essential to pay attention to both verbal
and nonverbal communication, and it is necessary to realize how both forms of
communications act differently to support each other. Non-verbal
communication is concerned with body movements (kinesics), space/distance
(Proxemics), and time language (chronemics) and vocal features (paralinguistic).
1. Kinesics
Kinesics is a nonverbal form of communication is the use of body
language to send a message. Kinesics is a name given to the bodys physical
movements. In other words, it is the way the body communicates without words,
means through various movements and parts. Nodding your head, blinking your
eyes, shrugging shoulder, waving hands and other such physical activities are all
forms of communication.
On paper words remains static (fix), punctuation marks are used to convey
pauses, expression, emotion etc. but in face to face communication message is
conveyed on two levels, one is verbal and the other is non-verbal. For example,
you are congratulating two of friends. If you extend your hand with a big smile
on your face along with saying congrats , your appreciation has more impact
than just saying some words.
Kinesics involves gesture, posture, facial expression and eye contact.

Gestures

Gestures include communication through eye contact, hand signals, and facial
expressions. The use of Gestures in Nonverbal Communication falls under
"Chironomia", the art of using hand gestures in order to communicate, or
"Kinesics" which is the interpretation of non-verbal behaviour involving

movement.
Examples
of
communicative
gestures
are
waving, saluting, handshakes, pointing, or thumb up. There are voluntary and
involuntary gestures. Waving to a friend would be an intentional method of saying
hello, while throwing one's arms up in exasperation may be an involuntary reaction
to feelings of frustration or anger. Gestures are not universal, what may mean one
thing for us can mean something entirely different for another culture. For
example, nodding one's head in Canada means 'yes', while nodding one's head in
Bulgaria means 'no'. Although gestures do not carry the same meaning across
different cultures, they are universal in the sense that every culture uses them; there
have been no reports of communities that do not use gestures. Sign language
involves an entire repertoire of hand gestures that create a language for those who
cannot speak orally; this is categorized as a "gestural language". Gestures can be
the most effective non-verbal tools to express meaning, and many people make use
of them to supplement verbal communication, or simply to express themselves
silently.
Posture
Posture is the way we hold ourselves when we stand, sit or talk. A person's
basic posture can carry diverse information about his/her state of being,
confidence, submissiveness and reactions to certain situations. In our everyday life,
we encounter several postures that have many different meanings.
The importance of postures is demonstrated in job interviews, and generally in the
social environment. In an interview, sitting properly in the chair without dangling
will prove to the interviewer that the person is in control and is not afraid of the
interview being conducted. There are other postures that are found universally.
Sitting with your legs crossed, and knees bent convey comfortableness. A person
could stand with a leg extended slightly frontward, hands in pocket, and arms bent
slightly. This could be a symbol of relaxing.

Eye Contact
Although eye contact and facial expressions are often linked together, the eyes could transmit a
message of their own.
Eye contact is a type of nonverbal communication that is strongly influenced by social
behaviour. In the western civilizations, eye contact is most often defined as a sign of
confidence. Eye contact is not consistent amongst different religions, cultures and social
backgrounds.

Examples

 Cultural Differences:
o In Asia (including Middle East), keeping eye contact with someone of
authority implies rudeness and can be mistaken as a provoking mean
of communication.
o In Western societies, eye contact can imply empathy and comes across
as a type of emotional connection.
o In the 19th century, the Spanish women used eye contact to say what
they couldn't express explicitly.
o In some Asian countries, avoiding eye contact is a sign of respect.
Religious Differences:
o In extremist religions, eye contact is sometimes frowned upon
amongst people of the opposite sex.
o Muslim women lower their gaze when in the presence of men.
Eye contact can indicate how interested a person is in the communication taking
place. It could also suggest trust and truthfulness. Often, then people are being
untruthful, they tend to look away and resist eye contact.
Furthermore, eye contact portrays someone's involvement and attention. Attention
is a function of eye contact that can be both negatively and positively affect by a
person's gaze. The latter can show confidence, anger, fear, etc.
Facial Expression:
Smiling is a powerful cue that transmits happiness, friendliness, warmth, and liking. If you smile
frequently you will be perceived as more likable, friendly, warm and approachable. Smiling is often
contagious and people will react favorably. They will be more comfortable around you and will want
to listen more. There are times during serious discussion that smiling may not be appropriate.

Emotions Expressed Through Facial Expressions

Just a few examples of emotions that can be expressed via facial expressions
include:

Happiness

Sadness
Anger
Surprise
Disgust
Fear
Confusion
Excitement
Desire
Contempt

4. Proxemics is the study of physical space in interpersonal relations.

Discuss the above statement with regard to Proxemics as a part of
Communication process.
Proxemics
Types of Proxemics
In communication, there are four types of distance which people use to
communicate on a face-to-face basis.
These include:
1. Intimate distance (just-18 inches.)
2. Personal distance (18 inches to 4 feet.)
3. Social distance (4-12 ft.)
4. Public distance (>12 ft.)

1. Intimate distance is that which is used for very confidential communications.

This zone of distance is characterized by 0 to 2 feet of space between two
individuals. An example of intimate distance is two people hugging, holding
hands, or standing side-by-side. People in intimate distance share a unique level
of comfort with one another. Those who are not comfortable with someone who
approaches them in the intimate zone will experience a great deal of social
discomfort or awkwardness.
2. Personal distance: this zone stretches from 18 inches to 4 feet. Your close
friends, colleagues, peers fall in this category. Instead of whispering, normal talk
takes place. It brings spontaneous and unprogrammed communication.
3. Social distance (4-12 ft.) social events take place in this radius of 4 feet to 12
feet. In this layer, relationships are more formal. You should be smart enough to
conduct it with less emotion and more planning. If number of people is less than
you can maintain eye contact.
4. Public distance (>12 ft.). This zone starts from 12 feet and may extend to 30
feet or to the rage of eyesight and hearing. Events that take place in this zone are
formal.
In brief, Proxemics is the way people use space to communicate
nonverbally. This space may be close or far away depending on how comfortable
one maybe and their culture. Along with proxemics is the use of
territoriality. Territory is valued by many and can become the cause of a battle
among individuals. It is easy to see the Powhatan Indian Tribe cherished their
space.

5. Discuss the importance of Paralanguage in communication.

Paralinguistic communication is the study of voice and how words are said.
Paralinguistic signals and cues refer to every element and nuance (tone) of your
speech. Paralinguistic communication can be much more subtle (fine) than other
forms of nonverbal communication.
For example, a loud, booming voice is not at all subtle. However, a firm voice that
conveys conviction is more nuanced than a pointing finger, big gestures, or
invading someones personal space.
Paralinguistic are the aspects of spoken communication that do not involve words.
Here are some common paralinguistic vocal cues and examples:

Rate/Speed
rate is the number of words which you speak per minute. It varies from person to
person. If a person speaks too slowly than he is likely to be considered a dull
speaker even though the context of his speech is highly interesting? Similarly a fast
speaker also causes discomfort because the listener does not get time to grasp the
thought.
Rhythm
International languages have unique rhythms. It is important to note this because
the global language for business today is still English.
For example, a person from France speaks at a different speed and rhythm than
someone from Singapore. A French person will generally speak English using a
rhythmical pace similar to their native French language.
A Singaporean Chinese person, whose first language is Chinese, will likely speak
using a rhythmical pace similar to their native Chinese language rhythm.
Therefore, the Singaporean Chinese will naturally speak English faster than the
French person.
No matter what your native language is, if you match the rate and rhythm of
speech of the slowest speaking person, it will be easier to communicate and
connect on a paralinguistic level.
Volume
volume is the loudness or the softness of the voice. Your voice should always
project but need not always be loud. If the place you are speaking in is large and
open, the volume should be high, and if place is small and enclosed than the
volume should be slow. If your volume is too high you may should boorish
(rough/ill-mannered), whereas if its too low you may convey an impression of
timidity, which has no place in timidity.
This doesnt mean that you go around speaking loudly but if you need to "raise the
stakes (chance/risk)" or occur more assertive, raising your vocal volume will help
you to do this.
Pitch
pitch refers to the number of vibrations per second of your voice. The rise and the
fall of the voice convey various emotions. Thanks you is such a phrase. You can
find out the difference when you utter it indifferently or sincerely. A high-pitched
voice can often time sound squeaky (noisy) or childlike. Many people associate

lower pitches with greater credibility, maturity and authority. Even though a lower
pitched voice is often considered more credible, you should never force your voice
so low that you lose vocal power or vocal focus.
Intonation: Intonation refers to the rising and falling pitch of the voice when
somebody says a word or a syllable. By learning and adopting an intonation
pattern, you will be able to express your intentions very clearly.
Quality
Quality is a characteristic that differentiate one voice from another. Is a persons
voice small, feminine, or shaky; thin, throaty, or aloof; tense, flat, grating, nasal,
harsh, or shrill? All of these represent different vocal combinations of rate, pitch,
and volume.
Record yourself to get a more realistic idea of what you sound like and ask several
people you trust for their opinion and feedback on your vocal quality.
Intensity/Tone
Finally, how emphatic are the statements? For example if someone says, "I want
you to do it now!" The intense delivery can be a direct indicator of the speaker's
passion and commitment or lack of it. The tone also reveals emotions behind the
words being spoken. An assertive listener will be able to connect face to face and
create instant rapport with someone on the telephone by being aware of the subtle
nuances of paralinguistic communication.
If Articulation means speaking out all the sound distinctly, then pronunciation
requires us to speak out sounds in generally accepted way.
Pauses: A pause is a short silence flanked by words. A pause in speaking lets the
listener reflect on the message. It helps you glide from one thought to another one.
Being aware of your own paralinguistic vocal strengths and weaknesses will allow
you to subtly influence your speaking and listening so that you will be a more
powerful communicator.

6. Explain the term Chronemics in terms of communication.

Chronemics deals with time. It is the study of how human being communicates
through their use of time. In order to understand time as an effective tool for

communication, you should understand the impact it has. When you are late for an
appointment, people react negatively. When you are early, you are considered
aggressive. So always be on the time. People have their own time language: to one
person who woke up at 8:00, 6:30 am may be early, 8:00 am may be late if he
wakes up at 5:00 am every day.
As a speaker, your awareness of schedules is a chronemics element. For accurate
timing, one needs rehearsal of the task.

The use of time as a communicative channel can be a powerful, yet subtle, force in
face-to-face interactions. Some of the more recognizable types of interaction that
use time are:
Regulating interaction: This is shown to aid in the orderly transition of
conversational turn-taking. When the speaker is opening the floor for a
response, they will pause. However, when no response is desired, the
speaker will talk a faster pace with minimal pause. (Capella, 1985)
Expressing intimacy: As relationships become more intimate, certain
changes are made to accommodate the new relationship status. Some of the
changes that are made include lengthening the time spent on mutual gazes,
increasing the amount of time doing tasks for or with the other person and
planning for the future by making plans to spend more time together
(Patterson, 1990).
Affect management: The onset of powerful emotions can cause a stronger
affect, ranging from joy to sorrow or even to embarrassment. Some of the
behaviours associated with negative effects include decreased time of gaze
and awkwardly long pauses during conversations. When this happens, it is
common for the individuals to try and decrease any negative effects and
subsequently strengthen positive affects (Edelman & Iwawaki, 1987).
Evoking Emotion: Time can be used to evoke emotions in an interpersonal
relationship by communicating the value of the relationship. For example,
when someone who you have a close relationship with is late, you may not
take it personally, especially if that is characteristic of them. However, if it is
a meeting with a total stranger, their disrespect for the value of your time

may be taken personally and could even cause you to display negative
emotions if and when they do arrive for the meeting.
Facilitating service and task goals: Professional settings can sometimes
give rise to interpersonal relations which are quite different from other
"normal" interactions. For example, the societal norms that dictate minimal
touch between strangers are clearly altered if one member of the dyad is a
doctor, and the environment is that of a hospital examination room.

7. Differentiate between listening and hearing?

Key Difference: Hearing is one of the five senses of a person and it is the ability to
perceive sound by detecting vibrations through an organ such as the ear. Listening
also known as active listening is a technique used in communication which
requires a person to pay attention to the speaker and provide feedback. Listening is
a step further than hearing, where after the brain receives the nerve impulses and
deciphers it, it then sends feedback.
Hearing and Listening, though synonymous, are complete different things. You can
listen to someone without actually hearing anything. Lets put it this way, have you
ever day dreamed in class? In this, though you were hearing the noise in the
classroom, you did not listen to what the teacher was saying.

Hearing is one of the five senses of a person and it is the ability to perceive sound
by detecting vibrations through an organ such as the ear. According to MerriamWebster, hearing is the process, function, or power of perceiving sound;
specifically: the special sense by which noises and tones are received as stimuli.
In hearing, vibrations are detected by the ear and then converted into nerve
impulses and sent to the brain. A person who is unable to hear has a condition
known as deafness. Hearing occurs even in sleep, where the ear processes the
sounds and passes them on to the brain, but the brain does not always react to the
sound.

Listening also known as active listening is a technique used in communication

which requires a person to pay attention to the speaker and provide feedback.
Listening is a step further than hearing, where after the brain receives the nerve
impulses and deciphers it, it then sends feedback. Listening requires concentration,
deriving meaning from the sound that is heard and reacting to it. Listening is a
process of communication, where if the person is not listening it can cause a break
in communication. Listening is defined by Merriam-Webster as, to hear
something with thoughtful attention: give consideration.

There are four types of communicators, a non-listener is a person that is

preoccupied with his/her own thoughts and though he is hearing he is not paying
attention; passive listeners hear the words but do not absorb the meaning and only
provide vague answers; listeners hear and listen, but they only grasp the meaning
of talks that interests them, this is most common for people who do not want to
listen to a topic on which their views differ and will cease to listen to that and start
providing their own ideas. Finally active listeners are the best listeners, not only
do they hear the person speak, but they also listen with patience and an open mind.
They are completely focused on the speaker.

It is said that a good listener becomes the best communicator as he/she understands
the value of the words and emotions. They take in importance of speaking in a
clear manner to remove chances of misunderstandings. An active listener has lesser
chances of misunderstanding and misinterpreting ideas and words as they also pick
up on emotions that are attached with the words.

So the main difference between hearing and listening is, while hearing only refers
to your ears picking up noise, listening means to interpret the noise, understand it
and provide an adequate response to it. Listening also uses other sense in order to
be receptive to the other persons body language.

8. Discuss the characteristics of good listeners and poor listeners.

Traits/tips/techniques of Good Listener.

1. Being non evaluative: The behavior of the listener should convey the
impression that you accept the person without making judgment of right or wrong,
good or bad, suitable or unsuitable.
2. Paraphrasing (summarize): If you wish to clarify a point, you can simply
summarize what the speaker has said and enquire the speaker whether you have
heard it accurately or not.
3. Reflecting Implications (suggestions): In order to pursue the speaker (to
motivate the speaker) to extend his ideas, the listener has to reflect eagerness and
willingness to learn more by using expressions like nodding or through verbal
means, thereby giving positive feedback.
4. Inviting Further Contribution: In a situation where listener havent heard or
understood enough. The listener can respond with empathy and understanding,
prompt the speaker to give more information. The idea here is to get a better
understanding of the subject by asking questions. But the questions should be for
seeking information not to interrogate or challenge the speaker.
5. Responding Non-Verbally: Listener can portray his image as that of an active
listener by adopting certain postures, and sending non-verbal signal which
communicates the listeners interest in what the speaker is saying. This may
include eye contact, leaning forward towards the listener, head nodding. Listener
can also use some receptive utterances like yes un-hum to indicate that message
of speaker is being understood.
6. Motivate yourself to listen: Listeners should motivate their mind to listen to the
speaker carefully. They should prepare themselves to listen to others willingly.
Listening cannot be forced or imposed on the person. Individual should know the
value and importance of listening.
7. Respect the speaker: Listeners should have respect for the speaker. They should
not underestimate the speakers ideas and thoughts.
8. Remove Horn effect: Do not underestimate a person because he has couple of
flaws in his behavior. Many people are like rough diamonds. They need to be
understood carefully. The speaker ideas can be rejected or doubted by the listeners.
However listener should nor insult or dislike the speaker.
9. Positive body language: Listener should maintain positive body language like
nod of head, leaning forward, maintain erect postures, during communication
.Moreover listener should not create any type of distractions by using unnecessary
body language. Many listeners revolve pen, notebook, or any other object in their
hand.

10. Do not interrupt: Listeners should not interrupt the speaker unnecessarily.
Many listeners have tendency to make remarks or comments during speech.
Moreover many listeners repeat the words and expression of the speaker loudly.
11. Speakers use of appropriate body language Speaker should use positive
body language. Otherwise Listeners will be observing these body movements and
thereby neglect ideas and expressions of the speaker.
12. Listening should be taught as a skill: The art of listening should be given
importance in school and college curriculum. The skill should be taught to students
just like, speaking, reading and writing skills. There should be sufficient practice
and opportunity to enhance their listening ability.
The good:

A good listener;
looks at the person speaking
reacts responsively
pays close attention to the other
does not interrupt the speaker
is sensitive to the speaker
does not rush the speaker
ask appropriate questions
is emotionally controlled
has no hidden agenda (negative thought)

9. Guidelines for Listening Well

Prior to listening:
stop whatever you were doing
arrange the chairs comfortably, e.g.: in ten-to-two format
ideally, sit in comfortable/easy chairs
remove any barriers between you - e.g.: dont sit on the other side of a desk
ensure there will not be any interruptions - close the office door and put your
phone on divert
If you anticipate making notes, get the persons permission. Be aware that
this may formalise the discussion and thereby restrict the openness of
information you may be given.
As the person is speaking:
Focus completely on what the person is saying. Dont do any other activity
or think about any other topic.

 Mentally note the main points they are making, ready for summarising.
Listen not only to the words that are said, but also the tone of voice and
body language - e.g.: if they are nervous, excited, depressed.
If any relevant points occur to you, dont say them immediately - keep them
on a separate mental list of your own ideas, for use at an appropriate point.
Dont think about your own ideas so that you end up not listening, or
forgetting what the person has said.
Dont interrupt.
Dont ask questions (questions are a push or pull, not active listening).
The Bad:

A bad listener;
always interrupts
jumps to conclusions
makes moral judgments
keeps finishing the speaker's sentences
is inattentive
is always writing and taking notes
changes the subject
is unresponsive
is impatient
can't control emotions
"fidgets" nervously

10.Explain in brief, the types of Listening.

Different situation require different types of listening. Listening can be
categorized [classified] mainly in the following types.
[1] Discriminative listening: As the name it suggests, discriminative
listening is the most basic type of listening, whereby the difference between
the sounds is identified. By being sensitive to changes in the speakers rate,
volume, force, pitch and emphasis, the informative listener can detect even
minute and minor meaning of difference in meaning.
[2] Comprehensive listening: When the listener comprehends the message
in order to understand the full meaning, it falls into the category of

comprehensive or evaluative listening. This type of listening results in to

selection of the needed information out of the total information.
[3] Evaluative/Critical listening: Evaluative listening is also called critical
listening because we make judgments about what the other person is saying.
[4] Biased listening: Biased listening happens when the person hears only
what they want to hear. Such biased listening is often very evaluative in
nature.
[5] Superficial/Casual Listening: When the listener pays no attention on
the content of the message, it becomes superficial listening. The uninterested
listener can concentrate on the theme of the conveyed message.
[6] Appreciative Listening: When the listener listens something for
enjoyment and pleasure such as songs, jokes, anecdotes, stories, it becomes
appreciative listening.
[7] Focused Listening: When the listener listens something in the form of
information, it becomes focused listening as the listener pays full attention to
the content. Railway announcement, Reading of notices in school and
college are examples of focused listening
[8] Attentive Listening: In this type of listening, the listener's complete
attention is must especially in situations such as interview, meeting, group
discussion etc. Here the listener is expected to pay attention not only central
idea but also to supporting as examples and illustrations.
[9] Empathetic Listening & Sympathetic Listening: This type of listening
leads the listener not only to understand the physical message but also to
peep into the listeners state of mind, feelings and emotions. Psychiatrists
listening to their patients fall in to the category of empathetic listening.
[10] Dialogic listening: The word dialogue originates From the Greek
words dia, meaning through and Logos meaning words. Thus dialogic
listening means learning through conversation. Dialogic listening is also
known as relational listening because with the help of exchange of ideas
while listening, we also indirectly create a relation.
[10] Relationship listening: Sometimes the most important factor in
listening is in order to develop or sustain a relationship. This is why lovers
talk for hours and attend closely to what each other has to say when the
same words from someone else would seem to be rather boring. Relationship
listening is also important in areas such as negotiation and sales, where it is
helpful if the other person likes you and trusts you. Apart from these types,
there are two basic types of listening. All these types directly /indirectly fall
into this category. (a) Active Listening (b) Passive Listening.

11. Differentiate between Active Listening and Passive Listening. It has

been calculated that most people speak anywhere between 100 and 175
words per minute. We are capable of listening, however, to nearly three
hundred words per minute. Listening is anything but basically a passive,
neutral activity.
Active Listening:
1) It is the process of converting an idea or thought into message with complete
involvement.
2) Listener encourages the speaker to express his ideas enthusiastically by showing
interest in the speech.
3) It is a two way process where listener plays an active role.
4) Active listener never neglects the physical aspects of the speaker such as
appearance, expressions, and bodily movements as they are very helpful to convey
meaning to spoken words.
5) To encourage the speaker active listener responds non-verbally by rolling eyes,
changing facial expressions, showing smile and in this way shows his keenness to
listen.
6) Active listening leads to effective and sound listener-speaker relationship.
7) Active listener shows his thirst for knowledge and information by asking
relevant questions frequently.
Advantages of Active Listening: Active listening gives positive results. It allows
the speaker to improve communication because one side is aware of others view
point. Speaker tries to give his best presentation. It helps in acquiring useful
information
Many people put their active listening skills to the test every day. As they listen to
someone speak, they may register nonverbal body language by making eye contact,
nodding, shaking their head and making facial expressions. When the time is right,
an active listener might make comments, ask questions for clarification and
provide feedback. All the senses are on high alert and ready to engage fully when
an active listener is on the receiving end. For example, an active listener focuses
not only on spoken words but the tone and inflection of delivery to respond
accordingly.
Passive Listening
1) It is the process of just absorbing the message without any involvement.
2) The listener discourages the speaker by

Expressing boredom on his face.

3) It is a one way process where the listener plays no role.
4) Passive listener has nothing to do with these physical aspects as he wants to
bring out no meaning from the spoken words.
5) Passive listener also responds non-verbally by yawning and showing boredom
on face and discourages the speaker.
6) No scope for listener-speaker relationship and in fact the speaker wants to avoid
such listeners.
7) Passive listener wants the speaker to conclude as early as possible and thus no
chance of building up rapport between them.
College students who attend lectures in large halls and professionals who attend
seminars in which the speaker does not entertain questions engage in passive
listening: They're listening, but they're not reacting to or engaging in what they
hear. People also engage in passive listening when they're watching TV or listening
to the radio. Passive listening is a one-way form of communication.
12. Explain Barriers to Effective Listening.
1. Environmental Condition: Environmental condition like humidity,
temperature, atmospheres limits the listeners span of listening. Cloudy atmosphere
may cause the listener to sleep.
2. Space Distance: Distance between the speaker and the listener from long
distance may affect the listening process.
3. Omniscient attitude of the listener: Many people considered themselves as
know all men. According to them listening to others is pure waste of time. They
are not listening to the speakers because they thing that they already know what he
is going to say.
4. Infrastructure: Poor Infrastructure may affect listening process. Lack of proper
ventilation, light, acoustics [related to science of hearing] of can act as a barrier to
listening.
5. Speed of the speaker: Speed of the speaker can act as a barrier to listening. The
Human brain receives sounds at a specific speed. If this speed is not maintained
properly, the listeners may get distracted.
6. Speakers' Non-verbal communication: Speakers no use of facial expression,
gestures, body language, eye contact and other factors can create barriers to
listening.
7. Voice and tone of the speaker: The listener will feel bored and fade up to listen
to monotones speech. If the speakers voice is not audible, the listener may not
listen to it attentively.

8. Lack of Factual Information: Many Times listener neither does nor listens
attentively and carefully because he does not find any factual information in the
speech.
9. Language of the speaker: If the speaker is using high technical jargon and
difficult words, the listener will be clueless about the meaning of those words.
10. Horn Effect in the Listener: The horn effect is tendency to underestimate a
person as bad in all the fields because he is bad in one of the field. The listeners
reject and nullify the speakers chance to speak for more amount of time because
listeners dislike the speaker.
13. Before you teach John, you should learn John. Why is knowing
audience and locale important for planning a presentation?
1) Analysing audience and locale: All audiences have one thing in common.
They are at the receiving end of your communication. The faces may be known
or unknown. The nature of all audience has a direct impact on your presentation
strategies you device for your presentation. Hence it is necessary to have prior
knowledge of the audience characteristics. If you are going to speak to an
unknown group ask your host or for help in analysing your audience.
Supplement their estimates with some intelligent guesstimates of your own.
Whether you present locally or in a foreign country, you can expect at
least some members to have linguistic or cultural background different from your
own. Those who are not very conversant (familiar) with English or with tour
accent (pronunciation) will appreciate slow speech and visual aids designed to
aid (help) their understanding.
You should also adjust your style to
accommodate cultural differences.
At the smart of your presentation make eye contact with everybody.
Always begin with a smile to greet them with your pleasant tone. If you get an
impression that they are not interested in what you are saying, try to change your
tone. Remember that a person reading written report can review what he has
read, skim, go forward and stop to ponder (think about) the meaning of words.
But the listener cannot replay what he misses during the presentation. Since that
is inevitable that his attention wonders, you must prepare your presentation for
listener.
The structure of the presentation can further be skilfully emphasized by
pauses, through interaction with audience, and through change in delivery

techniques. You can add visual aids to hold audience attention and promote
(support) understanding. If you are going to speak about some controversial
topics, set aside some time before your presentation to chat with those who will
be affected. This will help you to:
Build support
Anticipates (expect) problems
Considered strategies
Speak with confidence and convictions. Make your point crystal clear and
easy to understand.
Know your Audience:
What are their interest, likes and dislikes?
Are they familiar with the topic?
Is their attitude hostile (unfriendly) or friendly?
What is the size of the group?
In addition to overall understanding of the audience, you need to find out
about the locale. Every location has its unique physical environment. Know the
physical setting; find out whether you will be a podium or a table, whether you
will have a public address system and so on. Also pay attention to the physical
condition confronting your audience such as seating, room temperature and
lighting. Have been ever seated on heard metal chairs for an hour in a freezing
room? Or is the lighting too powerful to render your slide presentation
ineffective? If you identify such problems in advance, you can either ask for
alternative arrangements or modify your material, visual aids and style to suit the
environments.
14. Organizing contents and preparing an outline.
Organizing contents:
People vary in their ability to speak confidently in public. When you face
a stranger audience, you feel little nervous. Without a little nervous excitement,
you could end up making a dull, lifeless presentation. Always prepare more
material than required as this will help you feel confident. When go on the stage
take your time to arrange your notes. Arrange your presentation into three major
parts namely,
1) Introduction

2) Main body
3) Conclusions.
In other words, say what you want to say it and then say what you have said.
1) Introduction:
The introduction comprises (include) the porch of the opening statement, the aim
and the layout. The porch can be a question, a sincere greeting or a starting
statement. This catches the attention of your audience and prepares them to listen
to the rest of the presentation. Depending upon the topic you can use the
question, quotation, a statement or even an anecdote to grab the attention of the
audience. For example, if you deliver a presentation on the topic, you can begin
your presentation with the statement:
I am here to brief you about the details of this
appraisal system, I will start by giving a brief idea
about the earlier system and then proceed to discuss the
highlights of the new system.
After giving a preview, make sure that you provide a smooth transaction to the
main body of the speech.
2) Main body:
The main body, the discussion, all the text part follows the subsequent
(following) to introduction and supports your aim or specific purpose. The major
point you highlighted in your opening will be expanded (extend) upon here.
Depending upon your topic and your introduction, you can choose from any of
the following pattern to organize the main body of your speech.
Chronological:
You can have this pattern for organizing the details which you can arrange
sequentially (in order). The entire presentation can be arranged
chronologically (in sequence).
Categorical:
This is one of the easiest and most commonly adopted patterns for many
topics. The entire presentation can be divided into various topics and
subtopics arranged on the basis of subordination and coordination.
Cause and Effect:
You can adopt this method whether there exists a cause and effect
relationship. However you have to illustrates and explain the cause of the

situation and then focus on effect. It is relevant for the topics like Impact
of Cinema on Children, smoking in children, etc.
Problem-Solution:
Here you divide the presentation into two parts. In the first part describe
and analyse the cause and effect of the problem. After the analyse you
move on to the main objective of your presentation to suggest or propose a
solution to the problem. It is very helpful and effective way for persuasive
(believable/winning) a presentation.
Similarly when you say, there are four advantages as I have already said.
Having discussed the first two of them let me move on the third advantage. The
statement would serve as sign post to tell the audience that you have completed
the two and there are more to go.
3) Conclusions:
You can conclude your presentation by reviewing the main points. Give a signal
such as to sum of, to conclude, and to review. As you conclude remind the
audience briefly about the purpose of your presentation which could be either to
persuade them or to inform them.
Avoid the temptation to wrap up in haste or add something new in this part of
your speech. It is also important that you learn how to quickly divert irrelevant
question, so to avoid wasting everybodys time. If any one person in the
audience tries to monopolize question time you have to learn to handle that too
by indicating that each questioner has to be given a fair chance.
15. How will you prepare an outline of your presentation:
The outline of Presentation is helpful in planning the presentation.
Presentation includes so many information. Good organization of content is
essential for effective presentation. Arrange them into 3 parts: Introduction, Body,
and Conclusion. The presentation should be prepared in following format:
(1) Title
(2) Purpose
(3) Introduction of the Topic: The introduction comprises greeting, attention line,
subject, statement, quotation or a question. Introduction finally leads to the main
body of presentation which introduces the central idea of the presentation in simple
and direct language.
4) Structure of the presentation (Main point/Sub point/ discussion
questions/summing up Second main point/ Sub point/discussion/Summary Third

main point/Sub points/discussion/objections/justification). The body of

presentation contains the main or the central idea.
(5) Conclusion: Speaker should conclude the presentation by reviewing the main
points.
(6) Summary of whole presentation.
(7) Recommending future action. Outline means the logical order of the
presentation contents. Presentation should be well planned and prepared and
rehearsed repeatedly.
16.Importance of Visual Aids effective presentation.
Spoken words are temporary. But if the presentation has been made using the audio
visual aids, it gives lasting effect. They will increase audience interest/ Illustrate
key points/Help listeners retain information/Help you deliver your speech better.
Visual aids also increase audiences' interest in the presentation. Visual aids helps
audience to understand the meaning clearly and properly.
(1) Chalk Board: Chalkboards are the most traditional visual aids
frequently used in the presentation. Chalkboards are inexpensive and enable the
audience to make notes during the presentation. The presenter can write down his
plan on the chalk board effectively. Tips for Chalk Board: Improve your
handwriting. Write legibly and slowly
(2) Flip Charts: A flip chart can be defined as a pad of large sheet of paper
fixed to a stand, containing useful information for the audience. Flip charts can be
prepared in advance. They can be used again and again. Flip chart enables the
presenter to follow the exact outline of the presentation. Tips for Flip Charts:
Preferable use two pads. Carry many markers with you. Use different colors and
font size for effects
(3) Overhead projectors: They are used for screening contents during
presentation; Transparencies are used for presenting ideas with the help of
overhead projector. The projector has a heavy glass scene on which the film is
placed. The image will be bright and enlarged. Tips for OHP: Make larger print
Protect the transparencies for better handling

Style
1. Begin each body slide with a sentence-assertion headline that is left justified
and no more than two lines
2. Support the assertion headline with visual evidence: photographs, drawings,
graphs, or words and equations arranged visually

Typography
1. Use a bold sans serif typeface such as Arial or Calibri
2. Use 28 point type for the headline, 1824 point type for the body text, and
reference listings in 14 points
3. Avoid setting text in all capital letters, in italics, or in underline
Layout
1. Keep blocks of text, including headlines, to one or two lines
2. Keep lists to two, three, or four items
3. be generous with white space, especially between text blocks and graphic
elements within the slide.
17.Defining Purpose as a part of Presentation skills:
A presentation is the delivery of information on a pre-decided topic that you have
created for a particular audience. Presentation is the practice of showing and
explaining the content of a topic to an audience or a learner. Generally presentation
is arranged for an explanation of an issue, to bring general awareness among the
workers, for teaching purpose, and to divert your target mass in particular
direction. The purpose of your presentation not only decides the content and style
but also affects the amount of audience interaction. For example, when your
purpose is to provide information and to analyse a situation, you and the audience
generally interact (communicate) in a limited manner. On the other hand when
your purpose is to pursue people to take a particular action or making an
interaction, the interaction will be more.
In short, presentation includes information, analysis, explanation and
persuasion. Presentation has following purposes:
1. Presenting facts and information.
2. Reporting status/providing updates of a project
3. Explaining procedure
4. Scheduling a business activity/task/process
5. Examine result and analysis future task.
6. Negotiating
7. Target achievement/Training
8. Assigning tasks
9. Testing processes for suggestion and reviews
10. Inspiring the listeners

11. Organizing business activities

12. Negativity management
The main purpose of presentation is generally to put forward the aims and
objectivity of any given task.