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Soft skills Notes of BTech III/IV:

Unit I : COMMUNICATION

  Importance of Communication Skills in English Language

Communication is very important for all beings. Animals and humans, alike, use their own separate languages to communicate with one another, because no one can survive without communicating. Communication skills are a part of the spoken and written language. These are the extra factors, which complete a communication process.Communication refers to the exchange of thoughts and ideas with the intention of conveying information. The purpose of communication is to convey one's beliefs, ideas, thoughts or needs with clarity so as to reach the other person perfectly.Good communication skills are necessary in all walks of life. The lacks of effective communication skills have a negative impact on the personal as well as professional life of a person.

WHAT IS COMMUNICATION

Communication is the method by which people share their ideas, information, opinions and feelings. People sharing ideas, information, opinions and feelings may contribute to the operations of teams and the work of individuals.

Communication is a two-way activity between two or more people. There are various modes of communication, some of which are used more commonly in some workplaces than others.

     LANGUAGE SKILLS

Languages are generally taught and assessed in terms of the ‘four skills’: listening, speaking, reading, and writing. Listening and reading are known as ‘receptive’ skills while speaking and writing are known as ‘productive’ skills.

Listening and reading

Listening to and reading content in the language we are  learning is a great way to develop our vocabulary and comprehension. It is important to make us listening and reading actively rather than passively absorbing the content. The following steps will help us get the most out of listening and reading.

Speaking

Developing our speaking skills will involve gaining fluency in spoken interactions with others, as well as practicing our pronunciation. We should practice pronunciation by reading aloud or repeating after a recorded text and listen back to try to identify our own strengths and weaknesses as a speaker.

Writing

Writing skill in other way can seem a frightening task,  especially if we plan to use it in the workplace. As in our first language, our writing will be improved by becoming a critical reader - trying to think actively about how texts are structured and what kinds of phrases or vocabulary are used for different purposes (e.g. introducing a topic, describing, comparing and contrasting, writing conclusions).

 Seven C’s of Communication:

1. Correctness
2. Clarity
3. Conciseness
4. Completeness
5. Consideration
6. Concreteness
7. Courtesy

1.   Correctness

Correctness means:

o    Use the right level of language

o    Correct use of grammar, spelling and punctuation

o    Accuracy in stating facts and figures

Correctness in message helps in building confidence

2.   Clarity

Clarity demands the use of simple language and easy sentence structure in composing the message. When there is clarity in presenting ideas, it’s easy for the receiver to grasp the meaning.

           Clarity makes comprehension easier n proper understanding takes place

3.   Conciseness

A concise means to the point. A concise message saves time of both the sender and the receiver. Conciseness, in a business message, can be achieved by avoiding long expressions and repetition. Using brief and to the point sentences, including relevant material makes the message concise. Achieving conciseness does not mean to loose completeness of message.

           Conciseness saves time.

4.   Completeness

By completeness means the message must bear all the necessary information to bring the response you desire. The sender should answer all the questions and with facts and figures and when desirable, go for extra details.

            Completeness brings the desired response.

5.   Consideration

Consideration demands to put oneself in the place of receiver while composing a message. It refers to the use of I attitude, emphases positive pleasant facts, visualizing reader’s problems, desires, emotions and his response.

            Consideration means understanding of human nature

6.   Concreteness

Being definite, vivid and specific rather than vague, obscure and general leads to concreteness of the message. Facts and figures being presented in the message should be specific.

      Concreteness reinforces confidence.

7.   Courtesy

In business, almost everything starts and ends in courtesy. Courtesy means not only thinking about receiver but also valuing his feelings. Much can be achieved by using polite words and gestures, being appreciative, thoughtful, tactful, and showing respect to the receiver. Courtesy builds goodwill.

Courtesy strengthen relations.

  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 our style of communicating also affect communication. So, there are varieties of types of communication.

       Types of communication based on the communication channels used are:

1. Verbal Communication
2. Nonverbal 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 make  people understand what we are trying to convey. In verbal communication we should 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, we must put ourselves in the receiver’s shoes and think from our receiver’s point of view.

Verbal Communication is further divided into:

o    Oral Communication

o    Written Communication

           Oral Communication

      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 influenced by pitch, volume, speed and clarity of speaking.

     Advantages of Oral communication are:

     It brings quick feedback.

     In a face-to-face conversation, by reading facial expression and body language one can guess               whether he/she should trust what’s being said or not.

    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 drawback.

    In Debates, Group Discussions, Elocutions etc., because of stage fear one wouldn’t be able to              communicate properly.

   Written Communication

   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.

    Memos, reports, bulletins, job descriptions, employee manuals, and electronic mail are the types          of  written communication used for internal communication. For communicating with external            environment in writing, electronic mail, Internet Web sites, letters, proposals, telegrams, faxes,            postcards, contracts, advertisements, brochures, and news releases are used.

    Advantages of written communication includes:

   Messages can be edited and revised many time before it is actually sent.

   Written communication provides 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. and number of      people struggles for writing ability.

2.   Nonverbal Communication

       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 affects the effectiveness of message.

       Nonverbal communication has the following three elements:

1.      Appearance

Speaker: clothing, hairstyle, neatness, use of cosmetics, jewellery etc.,

2.      Body Language

3.      Sounds

4.      Eye Contact

5.      Time- Management : Punctuality is considered to be one of the most vital social traits

6.      Space Distancing: In a formal social interaction, a zone of 4 to 12 feet is maintained, which is known as the Social Distance. The normal convention is that the person who is superior stands and others remain seated. On the other hand, in public speaking, this distance is between 12feet to 30 feet, depending upon various local conditions.

TYPES OF COMMUNICATION BASED ON PURPOSE AND STYLE

     Based on style and purpose, there are two main categories of communication and they both bear         their own characteristics. Communication types based on style and purpose are:

1. Formal Communication
2. Informal Communication

    1.   Formal Communication

      In formal communication, certain rules, conventions and principles are followed while                        communicating message. Formal communication occurs in formal and official style. Usually          professional settings, 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.        EX: Interviews, Conferences etc.,

    2.   Informal Communication

       Informal communication is  just a casual talk. It is established for common associations 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.

 GOAL SETTING

     Q1. What are the benefits of setting goals?

      Ans. Goal setting is a formal process for personal planning. By setting goals on a routine basis            we decide what we want to achieve and then move step by step towards the achievement of these         goals.

      

       Benefits of setting goals:

       By setting goals

1           We can achieve more

2            Improve performance

3            Increase our motivation to achieve

4            Increase our pride and satisfaction in our achievements

5            Improve our self-confidence

6            Plan to eliminate attitudes that hold us back and cause unhappiness

        It is also proven that the people who use goal setting effectively:

1            Suffer less from stress and anxiety

2            Concentrate better

3            Show more self-confidence

4            Perform better

5            Are happier and more satisfied

        By setting goals and measuring their achievement, we are able to see what we have done and              what we are capable of. The process of achieving goals and seeing their achievement gives us              the confidence and self-belief that we need that we will be able to achieve higher and more                  difficult goals.

        Of course we need to have self-discipline to carry it through.

        Q2. Mention different strategies of achieving goals.

        Ans. Different strategies of achieving goals are:

a            State each goal as a positive statement. Express our goals positively.

b            Be precise: Set as precise goal, putting in dates, time and amounts, so that we can measure                  achievement.

c            Set priorities: When we have several goals, give each a priority. This help us to avoid feeling              overwhelmed by two many goals.

d           Write goals down: This crystallizes them and gives them more force.

e            Keep operational goals small: We should keep the low – level goals we are working towards                small and achievable. If a goal is too large, then it can seem that we are not making progress                towards it.

f.           Set performance goals, not outcome goals: We should take care to set goals over which we have         as much control as possible. There is nothing more dispiriting than failing to achieve a personal           goal for reasons beyond our control.

g           Set realistic goals: It is important to set goals that we can achieve. All sorts of people like                     parents, media, and society can set unrealistic goals for us. They will often do this  in ignorance           of our own desires, ambitions and strengths.

h           

            Do not set goals too low: Just as it is important not to set goals unrealistically high, do not set              them too low. People tend to do this where they are afraid of failure or where they are lazy.

Q 3. What are SMART Goals?

Ans. Whether personal or for business, the most effective goals are designed to be SMART:

·         Specific

·         Measurable

·         Attainable

·         Realistic

·         Tangible with a target date

a                Specific:

           Goals should be straight forward and emphasize what we want to happen. Specifies help us to             focus our efforts & clearly define what we are going to do What, Why& How.

b               Measurable:

           If we can’t measure it, we can’t manage it. We should be able to measure the progress done.

c               Attainable:

          When one identify goals that are most important develop that attitudes , abilities, skills and                  financial capacity to reach them.

d              Realistic:

          Realistic means do-able. A realistic goal will push the skills and knowledge of the pupils.

e              Tangible/ Timely:

          Set a time frame for the goal, for next week, in three months etc., putting an end point on our               goal gives us a clear target to work towards.

Leadership and Team Management

Leadership: The action of leading a group of people or an organization, or the ability to do this.

A leader needs to be trusted and be known to live their life with honesty and integrity. A good leader “walks the talk” and in doing so earns the right to have responsibility for others. True authority is born from respect for the good character and trustworthiness of the person who leads.

The combined action of a group, especially when effective and efficient. The combined action of a group, especially when effective and efficient.

      Vision:

     Great leaders have vision. They can see into the future.

     They have a clear, exciting idea of where they are going and what they are trying to do and are           excellent at planning.

     This quality separates them from others. Having a clear vision turns the individual into a special         type of person.

   Courage:

   The quality of courage means that one is willing to take risks in the achievement of the goals with       no assurance of success. Because there is no certainty in life or business, every commitment we           make and every action we take entails a risk of some kind.

   Among the seven leadership qualities, courage is the most identifiable outward trait.

  Integrity:

  The core of integrity is truthfulness.

  Integrity requires that one always tell the truth, to all people, in every situation. Truthfulness is the      foundation quality of the trust that is necessary for the success of any business/ work.

  Humility:

  The more one has ego, the more realistic one is about their problems.One should learn how to               listen,   and admit that one don’t know all the answers. One should exhibit the attitude that one can     learn from anyone at any time. Our pride doesn’t get in the way of gathering the information one         need to achieve the best results. It doesn’t keep us from sharing the credit that needs to be shared.       Humility allows one to acknowledge ones mistakes.

   Strategic Planning

   Great leaders are outstanding at strategic planning. They have the ability to look ahead, to                   anticipate with some accuracy where the industry and the markets are going.

   Leaders have the ability to anticipate trends, well in advance of their competitors. They continually     ask, “Based on what is happening today, where is the market going? Where is it likely to be in             three  months, six months, one year, and two years?” They do this through thoughtful strategic             planning.

    Focus:

    Leaders always focus on the needs of the company and the situation. Leaders focus on results, on        what must be achieved by themselves, by others, and by the company. Great leaders focus on              strengths, in themselves and in others.

    They focus on the strengths of the organization, on the things that the company does best in                 satisfying demanding customers in a competitive marketplace.

     Cooperation

     One’s  ability to get everyone working and pulling together is essential to one’s success.                        Leadership is the ability to get people to work for one because they want to.

      The 80/20 rule applies here:

      Twenty percent of our people contribute 80 percent of our results.

      One’s ability to select these people and then to work well with them on a daily basis is essential           to the smooth functioning of the organization/Team.

       7 Leadership Qualities of Great Leaders

       As a leader, one should accept responsibility for results, and dare to go forward.

       The basic qualities of a leader are:

       1. Self-confident

       2.Rule-breakers

       3.Goal-setters

       4.Team-builders

       5.Persuasion

      Team management : It is the ability of an individual or an organization to administer               and coordinate a group of individuals to perform a task. Team management involves             teamwork, communication, objective setting and performance appraisals. Moreover,             team management is the capability to identify problems and resolve conflicts within a             team.There are various methods and leadership styles a team manager can take to               increase personnel productivity and build an effective team.

         Elements of a healthy and successful team

        Cohesive leadership:

        Effective communication        Common goal        Defined team roles and responsibilities

        Cohesive leadership means that team leaders are acting together as a unit and                      making  decisions as a leadership team instead of each branching off into their own              work and operating individually. This will ensure that the team will be steered in one              direction instead of multiple due to team leaders not being concise and consistent                  with their instructions. 

         Effective communication will increase the flexibility of an organisation and cause it to             be less susceptible to changes in the external environment; as a faster decision                     making process will allow organisations a longer time period to adapt to the changes             and execute contingency plans.

         When team members first come together they will all have different ideas, however               the key to a successful team is the alignment of objectives within the team. It is                     essential that the team leader sets a common goal the entire team is willing to pursue.           This way, all the team members will put in effort in order to attain the goal. If there is              not a common goal, team members who disagree with the objective in hand will feel              reluctant to utilise their full effort, leading to failure to achieve the goal.

          Poorly defined roles is often the biggest obstacle to a successful team.If team                        members are unclear of what their role is, their contributions towards the team will be            minimal, therefore it is the team leader’s duty to outline the roles and responsibilities              of each individual within the team and ensure that the team is working together as an             integral unit.

           In a successful team, a team leader will first evaluate the mission of the team to                     understand what is needed to accomplish the task. Then, they will identify the                       strengths and weaknesses of their team members and assign roles accordingly.                     Lastly, they must ensure that all team members know what each other’s                                 responsibilities are to avoid confusion and to create an effective channel of                             communication.