CT Solved Paper

Add 9461443210 in Your Class Group to Get All
PDFs of 2nd Semester Solved Paper and Text Books.
B.TECH
Chap 1 Initial Pages CT Page 1
SEMESTER 2ND, RTU KOTA
Solved Papers
Chapterwise Arrangement According to the Latest Syllabus
COMMUNICATION TECHNIQUES
Exam 2015-2016
Send Your Following Details to 94614 43210
Name :
College
Branch :
Home Town :
by whatsapp to get Ebook of solved paper in your

whatsapp INBOX.
JHUNJHUNUWALA
Dont Purchase any Text Book and Solved Paper for 2nd
Semester. You can get Full Text Book and Full Solved Paper
PDF from 9461443210. Study from Best Jhunjhuwala PDFs
Page 2 Initial Pages CT Chap 1
Solved Paper
Communication Techniques
Edition 2016
Copyright By JHUNJHUNUWALA
Information contained in this book has been obtained by author, from sources believes
to be reliable. However, neither Jhunjhunuwala nor its author guarantee the accuracy
or completeness of any information herein, and Jhunjhunuwala nor its author shall be
responsible for any error, omissions, or damages arising out of use of this information.
This book is published with the understanding that Jhunjhunuwala and its author are
supplying information but are not attempting to render engineering or other professional
services.
MRP Rs 40.00
JHUNJHUNUWALA
B-8, Dhanshree Tower Ist, Central Spine,
Vidyadhar Nagar, Jaipur 302023
Phone : 0141 2101150, Mo : 9461443210, Whatsapp 9461443210
Printed by Nodia and Company, Jaipur
Chap 1 Initial Pages CT Page 3
CONTENTS
1. Communication: Meaning, Importance and Process 1
2. Objectives of Communication 6
3. Media and Types of Communication 9
4. Verbal and Non-Verbal Communication 12
5. Formal and Informal Channels of Communication 20
6. Qualities of Good Communication 26
7. Barriers to Communication 31
8. Professional Communication 40
9. Interpersonal Communication 44
10. Subject-Verb Agreement 49
11. Linking Words 52
12. Relative Clauses 58
13. Common Errors 65
14. Resume Writing 68
15. Business Letter Writing 70
16. E-mail messages 78
17. Telephone Etiquettes 82
******
Page 4 Initial Pages CT Chap 1
SYLLABUS
201 COMMUNICATION TECHNIQUES
Unit 1 : Elements of Communication
1. Communication: Meaning, Importance and Process
2. Objectives of Communication
3. Media and Types of Communication
Unit 2 : Basics of Communication

1. Verbal and Non-Verbal Communication
2. Formal and Informal Channels of Communication
3. Qualities of Good Communication
Unit 3 : Skills of Communication

1. Barriers to Communication
2. Professional Communication
3. Interpersonal Communication and methods to improve it
Unit 4 :Grammar
1. Subject-Verb Agreement (Concord)
2. Linking Words (Conjunctions)
3. Relative Clauses
4. Common Errors
Unit 5 : Composition
1. Resume Writing
2. Business Letter Writing: Sales, Credit, Enquiry, Order, Claim, Complaint, Job
Applications, etc.
3. E-mail messages
4. Telephone Etiquettes
Suggested Readings
1. Communication Skills for Engineers and Scientists, Sangeeta Sharma and Binod
Mishra, PHI Learning Pvt. Ltd.(New Delhi)
2. English Grammar and Composition, Gurudas Mukherjee, Ane Books Pvt. Ltd.(New
Delhi)
3. Current English Grammar and Usage with Composition, R.P. Sinha, Oxford
University Press (New Delhi)
4. Effective Technical Communication, M Ashraf Rizvi, Tata McGraw Hill (New Delhi)
5. Business Communication, Meenakshi Raman & Prakash Singh, Oxford University
Press (New Delhi)
6. Professional Communication, Aruna Koneru, Tata McGraw Hills, New Delhi.
7. A Practical Course for Developing Writing Skills in English, J.K. Gangal, PHI
Learning Pvt. Ltd., New Delhi.
8. Communicative English for Engineers and Professionals, by Nitin Bhatnagar &
Mamta Bhatnagar, Pearson (New Delhi).
9. The Ace of Soft Skills, by Gopalswamy Ramesh & Mahadevan Ramesh, Pearson (New
Delhi)
******
Chap 1 Communication Techniques 2015 Page 1
C ommunication Techniques 2015
Unit-I
Q.1 Describe any two qualities of good communication. 16
Q.1 What are the various path of communication? 16
Unit-II
Q.2 What is non-verbal communication? How does it differ from

verbal communication? 16
Q.2 What are the qualities of good communication? 16
Unit-III
Q.3 Discuss the barriers to communication. 16
Q.3 Mention the grapevine with pros and cons. 16
Unit-IV
Q.4 Rewrite the following sentences with proper subject-verb

agreement: 16
(i) The great writer and the editor is dead.
(ii) One of my sisters have a red scooty.
(iii) Their first innings were disappointing.
(iv) You as well as I am fond of tea.
Page 2 Communication Techniques 2015 Chap 1
Q.4 Identify the underlined parts of speech in the following

sentences: 16
(i) My brother has joined Police.
(ii) She wears a red saree on Monday.
(iii) I play cricket besides tennis.
(iv) Dont be after me.
Unit-V
Q.5 Write a cover letter for applying to an MNC against the post
of senior engineer. 16
Q.5 Considering yourself as Amit kumar of the Hindu College,

write an e-mail to the principal requesting him to arrange
extra classes for Mathematics. 16
******
Unit-I
Q.1 (a) What do you understand by Communication? Why is

Communication important? 8
(b) Explain the objectives of communication. 8
Q.1 (a) Explain the process of communication, giving examples. 8
(b) Why is downward communication regarded so important?

What are its limitations? 8
Unit-II
Q.2 (a) What do you mean by the word verbal ? Why is Verbal
communication regarded so important? 8
(b) Explain the qualities of good communication. 8
Q.2
(a) What are the advantages and limitations of written
communications? 8
(b) Make distinction between formal and informal channels of

communication. 8
Unit-III
Q.3 (a) What are the communication barriers? 8
(b) What do you understand by professional communication? 8
Q.3 (a) How to Overcome communication barriers? 8
(b) How is professional communication useful for organizations? 8
Unit-IV
Q.4 (a) In the following sentences, select the verb form which you feel
is appropriate. If both the verb forms given are appropriate,
give reasons:
(i) The team (has, have) won fifteen games this season.
(ii) What you believe about these matters (doesnt, dont)
make a difference.
(iii) Mr. Garg, together with his five guests, (has, have) gone
out to dinner.
(iv) There (was, were) a number of players waiting near the
gate. 8
(b) Fill in the appropriate conjunctions. Choose from the

conjunctions in brackets:
(i) She would have purchased those gold bangles .......... she had
enough money. (Until, So, if)
(ii) Animals dont kill .......... they are hungry. (although, unless,
because)
(iii) He works hard .......... he may get good marks. (Lest,
because, in order that)
(iv) No sooner did the lion saw the deer .......... it pounced on
it. (When, although, than) 8
Q.4 (a) Combine the sentences using relative pronoun: 8

(i) The house is empty now.
We used to live there
(ii) The speech was very informative.
Prof. Tandon delivered it.
(iii) The plane was not in a good condition.
It crashed.
(iv) Some cash has been recovered.
It was stolen from a bank.
(b) Correct the following sentences: 8

(i) She is elder than my sister.
(ii) Though he is rich but he is unhappy.
(iii) What is the time in your watch?
(iv) He is a M.A. in Economics.
Unit-V
Q.5 (a) You are a B.Tech. A faculty position in your branch is vacant in
a collage. Apply for this position with resume. Invent necessary
details. 8
(b) On behalf of the librarian of your college, write a letter of

inquiry to a prominent book seller asking for the latest
catalogue and details of discount offered to libraries. 8
Q.5 (a) Which basic e-mail etiquette rules and techniques should be
kept in mind while writing e-mail messages? 8
(b) What things should be kept in mind while making and receiving
phone calls? 8
******
Unit-I
Q.1 (a) What is communication process ? 5
(b) Describe the objective of communication. 5
(c) Write a note on Media as an important tool of communication. 6
O
Q.1 (a) Explain the meaning and definition of communication in
detail. 5
(b) Write a short note on various types and means of
communication. 5
(c) What do you know about the Role of Communication in
Business? 6
Unit-II
Q.2 (a) Distinguish between Verbal and Non-Verbal Communication
giving suitable examples. 5
(b) What are the Formal Channels of Communication? 5
(c) Mention the Qualities and skills required for Good written
business Communication. 6
O
Q.2
(a) Outline the basics of Non-Verbal Communication and
explain the role played by body Language in Non-Verbal
Communication. 5
(b) Describe Informal communication and its importance. 5
(c) What are the principles of good and effective Communication? 6
Unit-III
Q.3 (a) Explain in detail the Barriers to communication. 5
(b) What do you know about Professional communication? 5
(c) Pinpoint the essential of Interpersonal communication. 6
O
Q.3 (a) Write short notes on any two: 6
(i) Physical Barriers
(ii) Psychological Barriers

(iii) Linguistic and Cultural Barriers
(iv) Mechanical Barriers
(b) Discuss the difference between oral and written communication. 5
(c) Suggest some methods to improve Interpersonal communication. 5
Unit-IV
Q.4 (a) Correct the following sentences: 5
(i) We can not imagined it.
(ii) Ramu does not cleans the rooms daily.
(iii) Let her watered the plants.
(iv) We shall be watch the movie.
(v) Do your grand mother not like to read religious books?
(b) Fill in the blanks with suitable conjunctions: 5
(i) I need an office to myself .......... I can get some work done.
(ii) Write it down .......... you dont forget.
(iii) I need to get to work early .......... I can finish the report before
the meeting.
(iv) Ill tell her .......... I see her.
(v) .......... you left, the atmosphere in the office has not been as nice.
(c) Re-write the sentences so that they have the same meaning as the
original. You must use a relative clause. 6
(i) I bought a house. It was advertised in the local paper.
(ii) Mary works in our office. Her husband is a plastic surgeon.
(iii) Venice is a wonderful place. We spent our last holiday
there.
(iv) He showed us how to create a computer-based game. It was
very interesting.
(v) Ive just finished reading Harry Potter and the Philosophers
Stone. It is an amazing book.
(vi) A detective is someone. He discovers the truth about crimes.
O
Q.4 (a) Correct the following sentences: 5
(i) Neither Kim nor shelby are to go into the cave.
(ii) This gift is for Susie and I.
(iii) One of the woman plays on the bowling team.

(iv) There is only three weeks before Thanks giving.
(v) My bag and hat is in the corner.
(b) Fill in the blanks with suitable conjunctions: 5
(i) Things were different .......... I was young.
(ii) I do it .......... I like it.
(iii) Let us wait here .......... the rain stops.
(iv) You cannot be a lawyer .......... you have a law degree.
(v) That was years .......... years ago.
(c) Re-write the sentences so that they have the same meaning as
the original. You must use a relative clause. 6
(i) Thats the boy. I told you about him last night.
(ii) Theyve sold the house. I wanted to buy it.
(iii) Helen has just arrived. She had a car accident.
(iv) Theyve sold the grocery. I used to go shopping there.
(v) My sister has won a DVD player. Her children love watching
films.
(vi) A lion is an animal. It is very strong.
Unit-V
Q.5 (a) Write a short congratulatory email to the sales team for
achieving their target. 5
(b) Write business letters to he electricity board for excessive
billing. 5
(c) What is the importance of Telephone Etiquettes? 6
O
Q.5 (a) Write a short congratulatory email to a friend who has got
good marks in his exam. 5
(b) Write a sales letter to a company, promoting a specific featured
mobile phone, which your company manufactures. 5
(c) What is a resume? Suggest tips for writing a good resume. 6
******
Chap 1 Communication Meaning, Importance and Process Page 1
Chapter 1
Communication: Meaning, Importance and Process
1. What do you understand by Communication? Why is

Communication important?
Rtu 2014
o
Explain the meaning and definition of communication in detail.
rtu 2013
Ans
Meaning of Communication
The word communication has been originated from the Latin
word communico or communicare, which means to share. Various
researchers and analysts define the term communication in their
own way. Despite their different versions, it can be briefly defined
as ,
Communication essentially means the transfer of ideas, feelings,
plans, messages, or information from one person to another.
Communication means our ability or skill to convey our
thoughts and ideas to other. It is an essential requirement for all
human interactions. It is a process of exchange of ideas, opinions
and information. Communication is not confined to messaging or
sharing of information. It involves not just words but the use of
all our senses. In face-to-face conversation, facial expressions, tone,
body language, ability to listen with patience play an important
role.
Communication is not confined to human beings only. All the
creatures including birds, animals, insects communicate but they
have their own ways to communicating.
Importance of Communication Skills

Man is a social being and communication has always been very
important in social life as well in professional life. We live in an
age where effective communication has acquired great importance.
The process of communication may be as old as the universe itself
Page 2 Communication Meaning, Importance and Process Chap 1
but the rapid technical and scientific advancement of the world has
enormously increased the importance of effective communication
skills and their scope.
In business world, planning, management, coordination,
decision-making, employee-employer relationship, client relationship
every thing depends of various mode of communication whether
written or oral. In the professional world, it is communication and
its related skills that decide a persons career curve. The better
ones communication skills, the higher are the chances for him/her
to touch the zenith of success. The poorer ones communication
skills, the greater is the possibility of not achieving ones goals.
Communication is important not only professional world but
also in daily life. In everyday life, you will find that communication
occurs everywhere. It is an integral part of daily activity. From the
start of the day, when your alarm clock goes off, it is communication
through sound and urges you get out of bed. When you use a
particular brand of toothpaste while brushing your teeth, it is
because of the impact of the companys persuasive advertising or
its salesmans spiel, both being effective forms of communication.
You watch the morning news on TVcommunication. You say
goodbye to your family as you leave homethis is communication.
You call for a cab and tell the driver to head for your officethis is
communication. Then in office, you do communicate in a professional
environment. Overall, you can say that all your activities go through
a communication process.
2. Explain the process of communication, giving examples.

Rtu 2014
o
What is communication process ?
rtu 2013
Ans
Communication is a process of exchanging verbal and non verbal
messages. It is a continuous process. Pre-requisite of communication
is a message. This message must be conveyed through some medium
to the recipient. It is essential that this message must be understood
by the recipient in same terms as intended by the sender. He must
respond within a time frame. Thus, communication is a two way
process and is incomplete without a feedback from the recipient
to the sender on how well the message is understood by him. A

communication process can be illustrated through the following
figure.
The main components of communication process are as follows:

1. Context: Communication is affected by the context in which it
takes place. This context may be physical, social, chronological
or cultural. Every communication proceeds with context. The
sender chooses the message to communicate within a context.
2. Sender (Encoder): It is a person who sends the message. A
sender makes use of symbols (words or graphic or visual aids)
to convey the message and produce the required response.
For example, a training manager conducting training for new
batch of employees. Sender may be an individual or a group
or an organization. The views, background, approach, skills,
competencies, and knowledge of the sender have a great impact
on the message. The verbal and non verbal symbols chosen are
essential in ascertaining interpretation of the message by the
recipient in the same terms as intended by the sender.
3. Message: Message is a key idea that the sender wants to
communicate. It is a sign that elicits the response of recipient.
Communication process begins with deciding about the message
to be conveyed. It must be ensured that the main objective of
the message is clear.
4. Medium: Medium is a means used to exchange or transmit
the message. The sender must choose an appropriate medium
for transmitting the message else the message might not be
conveyed to the desired recipients. The choice of appropriate
medium of communication is essential for making the message
effective and correctly interpreted by the recipient. This choice
of communication medium varies depending upon the features
Page 4 Communication Meaning, Importance and Process Chap 1
of communication. For example, written medium is chosen

when a message has to be conveyed to a small group of people,
while an oral medium is chosen when spontaneous feedback is
required from the recipient as misunderstandings are cleared
then and there.
5. Recipient (Decoder): Recipient or decoder is a person for whom
the message is intended or aimed. The degree to which the
decoder understands the message is dependent upon various
factors such as knowledge of recipient, their responsiveness to
the message, and the reliance of encoder on decoder.
6. Feedback: Feedback is the main component of communication
process as it permits the sender to analyze the efficacy of
the message. It helps the sender in confirming the correct
interpretation of message by the decoder. Feedback may be
verbal (through words) or non-verbal (in form of smiles, sighs,
etc.). It may take written form also in form of memos, reports,
etc.
3. Why do you know about the role of communication in business?

rtu 2013
Ans
Importance of Communication in Business

The following factors make communication indispensable in the
world of business.
1. Growth
As multinational companies are emerging worldwide, they usually
operate both within and outside the country. Through various mode
of communications, the head office of a large corporate maintains a
through and up-to-date knowledge of the various activities at each
of its branch offices. It provides a complete knowledge of all the
activities of all the centres, which in turn establishes a link among
its various branches and leads to the growth and smooth running of
the entire business.
2. Complexity
In an organizational structure, different activities, such as planning,
production, sales, stores, advertising, financing, accounts, welfare,
etc., are handled by different departments. If these departments do
not communicate with one another as well as with the management,

there will be no coordination among them and it will create
complexity in smooth-running of the organization or business.
For example, when production is fully geared up, stores may
report shortage of raw materials. Similarly, the finance department
has to inform the other departments regarding its constraints, which
might have been the result of recent fluctuations in the market. In
fact, all the departments and units of an organization have to go
hand in hand to achieve its goals and for this purpose, they need to
keep communicating with one another.
3. Competitiveness
Todays consumer market is very competitive. In every segment, lots
of brands are available in the market. Marketing research suggests
that firms which communicate better sell better. This communication
can be done in various ways such as advertisements, sales-channel,
etc. The better the communication skills of a salesperson, the
larger the number of customers he/she can attract. Salesmanship
is primarily an art of communication. Besides, companies keep
competing with one another through advertisements and other
propagandist strategies for securing a higher position in the market.
All this involves communication at every step.
4. Harmony
Trade unions believe in bargaining with the management and insist
on the protection of the rights and dignity of the workers. The
management and such unions share a delicate relation and without a
proper communication between the two, no harmony can be expected
to exist in an organization.
5. Understanding and Cooperation

A good communication between the management and its employees
creates an atmosphere of mutual trust and confidence. Only
when the employees know exactly what is expected of them can
the management utilize their potentialities and make up for their
limitations. Through effective communication, employees get job
satisfaction and develop a sense of belongingness with the enterprise
which ultimately helps the organization grow well.
******
Page 6 Objectives of Communication Chap 2
CHAPTER 2
Objectives of communication
1. Explain the objectives of communication.

Rtu 2014
o
Describe the objectives of communication.
RTU 2013
Ans
Objectives of Communication
The main objective of communication is to communicate. It is
an interaction among people for exchange of facts, feelings but
objectives of communication are diverse. These objective are called
macro objectives. Some of these objectives are discussed below.
The Emotive Objective

Emotive object is intended to reveal the inner state of the mind and
emotions of the speaker or writer. Our emotions can be expressed
through communication. We can express our emotions of love, hatred,
compassion, pity, jealousy, etc. We can express these emotions and
passions not only through words but also through facial expressions
and body language. We also utter certain words or expression to
convey our feelings of joy, sorrow, surprise, etc.
For example, we speak the word alas to express our grief.
The word hurrah is used to express our happiness or approval.
Political leaders use verbal language and facial expressions to excite
the emotions of their audience. In classrooms, teachers use their
communication skills to motivate and encourage their students.
Generals of the army use communication techniques to exhort their
soldiers to fight bravely and courageously. All these communication
fulfills the emotive objective of sender.
The Directive Objective

One of the objective of communication is also to affect the behaviour
of others. Communication is used to give directions, instructions,
Chap 2 Objectives of Communication Page 7
commands, etc. For example, if the speaker says Stands there he is

affecting the behavior of the listener. Imperative sentences are used
for this purpose. Not only the spoken language but body language is
also used to affect the behaviour of others. For example, if we want
somebody to stop we raise our hand to give him directions to stop.
We can also use the movement of hands to permit somebody to go.
The Phatic Objective

Communication performs the phatic objective also. The word phatic
refers to the language used for social purposes rather than for seeking
information or asking questions. Often we use language for social
objective rather than for giving information or asking questions.
Some words are used to open the channel of communication.
We make some introductory remarks for opening the channel of
communication. Before starting our address we say Can you hear
me, or we may say Please pay attention. The phatic objective of
communication is to catch the attention of the listeners and prepare
them for the address.
The Poetic Objective

Aesthetic objective also can be fulfilled by communication. There
is charm of language. Some writers and speakers use charming
expressions in their writing and speeches. These are mostly used in
spoken language where the speaker can use his tone. Facial expressions
and body language are also used to charm the listeners. Lucidity of
diction and spontaneity of expression charms us, emotional utterances
touch our hearts, they excite our imagination; create most sensitive
and nicest feelings. Poetry, or any kind of literature for that matter,
fulfils the aesthetic objective of communication. It expresses mans
loftier thoughts and sweet emotions. It moves us to a higher level
of consciousness. It fills us with delight and wisdom. Even prose, or
day-to-day intercourse, may have the sweetness of poetry.
The Contextual Objective

Communication also performs the contextual objective. The word
Context means the words that come just before a word, phrase
or statement and help us to understand the context in which the
communication is proceeding.
Communication can also create a particular kind of context.
Before starting the meeting the coordinator of the meeting may say
Page 8 Objectives of Communication Chap 2
Right, let us start the meeting now. He may say The agenda of
the meeting is before you and now we can start the proceeding of
the meeting. In this way he creates a particular context.
The Referential Objective

Communication also performs referential objective. For a better
understanding of the present situation, the speaker sometimes
refers the past events. For example, before starting a meeting it
is customary to read the minutes of the previous meeting. They
give read the minutes of the previous meeting. They give reference
to what points were discussed in that meeting. An agenda for the
meeting is sent to the participants much in advance. All this comes
under the purview of the referential objective of communication.
******
Chap 3 Media and Types of Communication Page 9
CHAPTER 3
Media and types of communication
1. Write a note on media as an important tool of communication.

Rtu 2013
Ans
Media refers to the various ways through which a large number of
people receive information and entertainment, i.e., television, radio,
newspaper, the Internet, etc. In recent years, different media of
communication have been acquired great importance due to rapid
strides in the field of science and technology. Business houses, political
parties and social organizations and institutions use various forms
of media for the spread of vital information about the important
aspects of their activities products or services. Through newspapers,
radios, television and the Internet they reach, a great number of
persons quickly. In television broadcasts they mix information with
entertainment to attract more and more viewers. Political parties
use these media for the purpose of propagating their ideas and
for communicating agenda of the work they promise to do. Thus,
media is an important tool of communication in various aspects of
professional, political and personal world.
2. Write a short note on various types and means of communication.

rtu 2013
Ans
Different Forms of Communication

Communication is generally classified into the following types:
1. Verbal communication
(i) Oral communication
(ii) Written communication
2. Non-verbal communication
3. Intrapersonal communication
4. Interpersonal communication
5. Public communication
6. Mass communication
Page 10 Media and Types of Communication Chap 3
7. Media communication
1. Verbal Communication
A business professional spends most of his/her working time in
speaking and listening to others. Besides, speaking and listening, he
also spends time in reading and writing. This type of communication
is termed as verbal communication. Verbal communication thus
stands both for the spoken and the written word used in the
communication process. It can further be divided into oral and
written communication.
(i) Oral communication: A face-to-face interaction between
the sender and the receiver is called oral communication.
This type of communication can occur between two or more
than two persons who use spoken language as a medium of
communication. For example, whenever we make presentations,
deliver speeches, participate in group discussions, appear for
interviews, or simply interact with somebody, we are involved
in oral communication.
(ii) Written communication: In this type of communication, the
sender uses the written mode to transmit his/her messages.
Reports, proposals, books, handbooks, letters, emails, etc. come
in this category. Written communication is routinely used for
documentation purposes in all type of organisations.
2. Non-verbal communication
When a message is communicated without using a word, the process
requires non-verbal signs to be transmitted and received. Non-verbal
communication forms an important part in the world of professional
communication. It can be further categorized into two partsbody
language and paralinguistic features. Body language involves aspects
such as personal appearance, walk, gestures, facial expressions, hand
movements, posture, and eye contact. The paralinguistic features
include a persons voice, volume, pitch, rate, pauses, articulation,
voice modulation, etc.
3. Intrapersonal communication:
It is communication within oneself i.e., it takes place within ones
own self. It can be individuals reflection, contemplation, and
mediation. Many times we interact with our inner individual and
that is basically interpersonal communication. Most of us carry on
Chap 3 Media and Types of Communication Page 11
this type of communication almost daily.
4. Interpersonal communication
This type of communication happens directly in written or
orally between two or more persons. The oral form of this type
of communication, such as a dialogue or a conversation between
two or more people, is personal and direct, and permits maximum
interaction through words and gestures. Communication becomes
interpersonal to the extent that the people involved can see each
others uniqueness and can explain and predict each others behaviour
on the basis of uniqueness.
5. Public communication
This type of communication occurs publicly when people gather in
a large number. A speaker has to talk and contribute in his speech.
Thus public speaking leads to an imbalance in the ratio of speakers
and listeners. One of just few members talk, while rest of the group
serves as listener or an audience. Audience can communicate by
giving their feedback in the form of non-verbal responses such as
comments, clap etc.
6. Mass communication:
This is generally identified with tools of modern mass media, which
include books, the press, cinema, television, radio, the Internet, etc.
It means a message is constructed and transmitted to people at
distant places and often at different times. It is developing at a
faster pace and technological developments of the 21st century are
also influencing.
7. Media Communication
This types of communication takes place only with the help of
electronic media, such as computer, cell phones, LCD, video,
television, etc. Of these, the Internet has become a major means for
all sorts of official or personal communication.
******
Page 12 Verbal and Non-Verbal Communication Chap 4
UNit ii
CHAPTER 4
Verbal and non-verbal communication
1. What is non-verbal communication? How does it differ from verbal

communication?
rtu 2015
Ans
Any communication made between two people without words and
simply through facial movements, gestures or hand movements is
called as non verbal communication. In other words, it is a speechless
communication where content is not put into words but simply
expressed through expressions.
For example, if one has a headache, one would put his hand on
his forehead to communicate his discomfort. This is a form of non
verbal communication. We communicate through non-verbal means
of communication very effectively.
On the other hand, verbal communication means communication
through words. It may be in the form of written words or spoken
words, i.e., written communication and oral communication.
Key Differences Between Verbal and Nonverbal communication

The major differences between verbal and nonverbal communication
are as under:
1. The use of words in communication is verbal communication.
The communication which is based on signs not on words is
non-verbal communication.
2. There are very less chances of confusion in verbal communication
between the sender and receiver. Conversely, the chances of
misunderstanding and confusion in non-verbal communication
are very much as the use of language is not done.
3. In verbal communication the interchange of message is very fast
which leads to rapid feedback. In opposition to this, the non-
verbal communication is based more on understanding which
Chap 4 Verbal and Non-Verbal Communication Page 13
takes time and hence it is comparatively slow.

4. In verbal communication the presence of both the parties at the
place of communication is not necessary, as it can be done also
if the parties are at different locations. On the other hand, for
an effective non-verbal communication, both the parties must
be there, at the time of communication.
5. In verbal communication, the documentary evidences are
maintained if the communication is formal or written. But, there
is no conclusive evidence in case of non-verbal communication.
6. Verbal communication fulfills the most natural desire of
humans talk. In case of Non-verbal communication, feelings,
status, emotions, personality, etc are very easily communicated,
through the acts done by the parties to communication.
2. What do you mean by the word verbal ? Why is verbal communication

regarded so important?
RTU 2014
Ans
Verbal means relating to words. So verbal communication
means communication through words. It may be in the form of
written words or spoken words, i.e., written communication and
oral communication. Followings are some of the features of verbal
communication, due to which verbal communication is regarded so
important.
1. Verbal communication is Fast

One of the major advantages of verbal communication is that it travels
much faster than other means of communication. A person intending
to deliver a quick message will always prefer to communicate orally.
In case quick decisions are required to made, verbal communication
is the most preferred method of communicating decisions. This form
of communication helps to save time considerably by delivering
message to the recipient almost instantly.
2. Verbal communication is Easy-to-Understand and facilitates

Fast Interpretation
Sometime, it may be difficult to understand a message through a
letter or a mail as it may require further interpretation or knowledge
on the subject matter. When a message is delivered orally, the
recipient can obtain relevant knowledge on the spot which may result
in fast understanding of the subject matter. Any kinds of problems
or queries can be resolved at the time of communication only.
3. Verbal Communication can be Expressed

While communicating verbally, it becomes easier for the communicator
to make use of his/her body language in conveying the message.
Various types of postures and gestures can be used to make the
audience comfortable making it easier for them to understand the
message.
4. Verbal Communication generates Quick Response

Verbal communication facilitates quick response from the recipient.
Hence, it results in better flow of information between the
communicator and the receiver. Verbal communication helps in
reducing the delays that may take place on account of no response
from the receiver.
5. Verbal Communication generates Immediate Feedback

Since the message is transmitted almost instantly, verbal
communication helps in obtaining quick feedback from the recipients.
It becomes easier for the communicator to judge how well the
message was conveyed to the target audience. It also helps him/her
to analyze the reaction of the target audience. Any kind of negative
response can be immediately observed by the communicator. This
type of feedback can help the communicator in improving his/her
presentation and communication skills.
3. What are the advantages and limitations of written communications?

RTU 2014
Ans
Written Communication
Language is a tool of communication. It has spoken and written
forms. These forms serve the same purpose but their forms and
manners are different. Written communication is used in all business
organizations and government offices. Messages are communicated
through various forms of written communication like memorandums,
business letters, circulars and notices. In the case of written
communication the writer has a lot of time at his/her disposal to

plan his/her communication to ensure that it is clear, complete,
correct and easy to understand.
Advantages of written communication

Written communication has many advantages over the oral or non-
verbal communication. Some of them are listed below:
1. Easy to preserve: The documents of written communication are
easy to preserve. Oral and non-verbal communication cannot
be preserved. If it is needed, important information can be
collected from the preserved documents.
2. Easy presentation of complex matter: Written communication
is the best way to represent any complex matter easily and
attractively. The writer has enough time to plan, write or
rewrite, what he wants to communicate. So it is complete,
precise and unambiguous.
3. Permanent record: The documents of written communication
are easy to preserve. These documents act as a permanent
record. When it is needed, important information can be easily
collected from the preserved documents.
4. Use as a reference: If it is needed, written communication can
be used as future reference.
5. Delegation of authority: Written communication can help
the authority to delegate the power and authority to the
subordinate. It is quite impossible to delegate power without a
written document.
6. Effective communication: Written communication helps to make
communication effective. It is more dependable and effective
than those of other forms of communication.
7. Controlling tool: Written communication can help to control
the organizational activity. The written document may be used
as a tool for controlling.
8. Easy to verify: The information and messages that are preserved
can be verified easily. If there arises any misunderstanding any
party can easily verify the information.
9. Others: Clear understanding, Legal document, Acceptability,
Reduction of risk, Creating confidence, Easy circulation, Wide
access or coverage etc.
Disadvantages of written communication

The limitations and disadvantages of written communication are
given below:
1. Expensive: Written communication is comparatively expensive.
For this communication paper, pen, ink, typewriter, computer
and a large number of employees are needed.
2. Time consuming: Written communication takes time to
communicate with others. It is a time consuming media. It costs
the valuable time of both the writer and the reader.
3. Red-Taoism: Red-Taoism is one of the most disadvantages of
written communication. It means to take time for approval of a
project.
4. Useless for illiterate person: It messages receiver is illiterate,
written communication is quite impossible. This is major
disadvantage written communication.
5. Difficult to maintain secrecy: It is an unexpected medium to
keep business secrecy. Secrecy is not always possible to maintain
through written communication. Because here needs to discuss
everything in black and white.
6. Lack of flexibility: Since writing documents cannot be changed
easily at any time. Lack of flexibility is one of the most important
limitations of written communication.
7. Delay in response: It takes much time to get a response from
the message receiver; prompt response is not possible in case of
written communication that is possible in oral communication.
8. Other: Prompt feedback is impossible, Slowness, Bureaucratic
attitude, Understanding problem between boss and subordinates,
lack in quick clarification and correction, formality problem,
lack of personal intimacy, etc.
4. Distinguish between Verbal and Non-Verbal communication giving

suitable examples.
rtu 2013
Ans
Refer to Q.1
5. Outline the basics of Non-Verbal Communication and explain the

role played by body language in Non-Verbal Communication.
rtu 2013
Ans
Nonverbal communication is all aspects of communication other than
words themselves. It includes not only gestures and body language
but also how we utter words: inflection, pauses, tone, volume, and
accent. These nonverbal features affect the meaning of our words.
Nonverbal communication also includes features of environments
that affect interaction, personal objects such as jewelry and clothes,
physical appearance, and facial expressions.
Body Language
Some parts of our body can express many indications without
any sound. Message can be transmitted with the help of our body
movements which is called body language. Body language is a form
of non-verbal communication, which consists of posture, gestures,
facial expressions, eye movements etc. These are discussed below
1. Facial expression
A facial expression is one or more motions or positions of the muscles
in the skin of face. These movements convey the emotional state of
the individual to observers. Facial expressions for happiness, sadness,
anger and fear are similar throughout the world. Proverb says, Face
is the index of mind. Example: By waving our hands we express
good-bye; by shaking our head from side to side we express we do
not know.
2. Gestures
Gestures refers to visible bodily actions communicate particular
messages which include movement of the hands, face, eyes, head or
other parts of the body. Common gestures include waving, pointing,
and using fingers to indicate numeric amounts. Culture-specific
gestures that can be used as replacement for words, such as the hand
wave used in western cultures for hello and goodbye.
3. Posture
Posture indicates the position in which we hold the body when
standing or sitting. It can help to communicate non-verbally.
Consider the following actions and note cultural differences:
Bowing not done criticized or affected in US; shows rank in
Japan.
Slouching rude in most Northern European areas.
Hands in pocket-disrespectful in Turkey.

Sitting with legs crossed-offensive in Ghana, Turkey.
Showing soles of feet-offensive in Thailand, Saudi Arabia.
4. Eye Gaze or Eye contact

Eye contact indicates looking, staring and blinking etc. which is
important in nonverbal behaviors. Looking at another person can
indicate a range of emotions, including hostility, attention, interest
and attraction, defines power and status and has a central role in
managing impressions of others.
5. Appearance and dress

External appearances also play a vital role to communicate others.
Our clothes and dresses provide a good visual signal to our interest,
age, personality, taste and gender. Our choice of color, clothing,
hairstyles and other factors affecting appearance are also considered
a means of nonverbal can evoke different moods. Consider differing
cultural standards on what is attractive in dress and on what
constitutes modesty. For example, seeing the dress of army officers,
we can easily determine the job status.
6. Touch
Touch is culturally determined. But each culture has clear concept of
what parts of the body one may not touch. Basic message of touch
is to affect or control-protect, support and disapprove (i.e. hug, kiss,
hit, kick)
USA-Handshake is common (even for strangers), hugs and
kisses for those of opposite gender or of family (usually) on
an increasingly more intimate basis.
Islamic and Hindu- Typically dont touch with the left hand.
Islamic cultures generally dont approve of any touching
to opposite genders (even handshakes). But consider such
touching (including hand holding, hugs) between same
genders to be appropriate.
7. Silence
Silence is another form of non-verbal communication which expresses
the positive or negative meanings of particular messages. In a
classroom, silence indicates that students are listening carefully and
attentively.
6. Discuss the difference between oral and written communication.

rtu 2013
Ans
Key Differences Between Oral Communication and Written

Communication
The following are the major differences between oral communication
and written communication:
1. The type of communication in which the sender transmits
information to the receiver through verbally speaking the
message is known as oral communication. The communication
mode, which uses written or printed text for exchanging the
information is known as written Communication.
2. The pre-condition in written communication is that the
participants must be literate whereas there is no such condition
in case of oral communication.
3. Proper records are there in written communication which is just
opposite in case of oral Ccmmunication.
4. Oral communication is faster than written communication.
5. The words once uttered cannot be reversed in case of oral
communication. On the other hand, editing of the original
message is possible in written communication.
6. Misinterpretation of message is possible in Oral Communication
but not in written communication.
7. In oral communication, instant feedback is received from the
recipient which is not possible in written communication.
******
Page 20 Formal and Informal Channels of Communication Chap 5
CHAPTER 5
Formal and informal channels of communication
1. Mention the grapevine with pros and cons.

rtu 2015
o
Describe informal communication and its importance.
rtu 2013
Ans
The communication which does not follow any type of pre-defined
channel for the transmission of information is known as informal
communication. This type of communication moves freely in all
directions and thus it is very quick and rapid. In any organization,
this type of communication is very natural as people interact with
each other about their professional life, personal life and other
matter. Example: sharing of feelings, casual discussion, gossips etc.
Informal communication is also known by the name of grapevine.
Grapevine generally develops due to various reasons. when
employees sense a need to exchange their views, they go for grapevine
network as they cannot use the formal channel of communication
in that case. Generally during breaks in cafeteria, the subordinates
talk about their superiors attitude and behaviour and exchange
views with their peers. They discuss rumours about promotion and
transfer of other employees. Thus, grapevine spreads like fire and it
is not easy to trace the cause of such communication at times.
Pros and Cons of Grapevine Communication
Pros
1. Grapevine channels carry information rapidly. As soon as
an employee gets to know some confidential information, he
becomes inquisitive and passes the details then to his closest
friend who in turn passes it to other. Thus, it spreads hastily.
2. The managers get to know the reactions of their subordinates
on their policies. Thus, the feedback obtained is quick compared
to formal channel of communication.
3. The grapevine creates a sense of unity among the employees who
Chap 5 Formal and Informal Channels of Communication Page 21
share and discuss their views with each other. Thus, grapevine
helps in developing group cohesiveness.
4. The grapevine serves as an emotional supportive value.
5. The grapevine is a supplement in those cases where formal
communication does not work.
6. People involved with informal communication do not hesitate
to exchange views and ideas as there is no pressure to all. They
have open mind to share information with positive attitude.
Cons
1. The grapevine carries partial information at times as it is more
based on rumours. Thus, it does not clearly depicts the complete
state of affairs.
2. The grapevine is not trustworthy always as it does not follows
official path of communication and is spread more by gossips
and unconfirmed report.
3. The productivity of employees may be hampered as they spend
more time talking rather than working.
4. The grapevine leads to making hostility against the executives.
5. The grapevine may hamper the goodwill of the organization
as it may carry false negative information about the high level
people of the organization.
A smart manager should take care of all the disadvantages of the
grapevine and try to minimize them. At the same time, he should
make best possible use of advantages of grapevine.
2. What are the various path of communication?

rtu 2015
o
What are the formal channels of communication?
rtu 2013
Ans
The communication in which the flow of information is already
defined is termed as Formal Communication. The communication
follows a hierarchical chain of command which is established by the
organization itself. In general, this type of communication is used
exclusively in the workplace and the employees are bound to follow it
while performing their duties. Example: requests, commands, orders,
reports etc. The formal communication channels are of four types i.e.
in an organization, communication flows in 5 main directions:

1. Downward
2. Upward
3. Lateral
4. Diagonal
5. External
1. Downward Flow of Communication

Communication that flows from a higher level in an organization
to a lower level is a downward communication. In other words,
communication from superiors to subordinates in a chain of command
is a downward communication. This communication flow is used by
the managers to transmit work-related information to the employees
at lower levels. Employees require this information for performing
their jobs and for meeting the expectations of their managers.
Organizational publications, circulars, letter to employees, group
meetings etc are all examples of downward communication.
2. Upward Flow of Communication

Communication that flows to a higher level in an organization is
called upward communication. It provides feedback on how well
the organization is functioning. The subordinates use upward
communication to convey their problems and performances to their
superiors.
The subordinates also use upward communication to tell how
well they have understood the downward communication. It can
also be used by the employees to share their views and ideas and to
participate in the decision-making process. Upward communication
leads to a more committed and loyal workforce in an organization
because the employees are given a chance to raise and speak
dissatisfaction issues to the higher levels.
Grievance Redressal System, Complaint and Suggestion Box,
Job Satisfaction surveys etc are example of upward communication.
3. Lateral / Horizontal Communication

Communication that takes place at same levels of hierarchy in an
organization is called lateral communication, i.e., communication
between peers, between managers at same levels or between any
horizontally equivalent organizational member. It may involve
exchange of information, ideas or opinions on matters of interest to
the organization.
4. Diagonal Communication
Communication that takes place between a manager and employees
of other workgroups is called diagonal communication. It generally
does not appear on organizational chart. For example; To design a
training module a training manager interacts with an operations
personnel to enquire about the way they perform their task.
5. External Communication
Communication that takes place between a manager and external
groups such as - suppliers, vendors, banks, financial institutes etc.
For instance - To raise capital the Managing director would interact
with the Bank Manager.
3. Make distinction between formal and informal channels of

communication.
RTU 2014
Ans
Formal Communication
The communication in which the flow of information is already
defined is termed as Formal Communication. The communication
follows a hierarchical chain of command which is established by the
organization itself. In general, this type of communication is used
exclusively in the workplace and the employees are bound to follow it
while performing their duties. Example: requests, commands, orders,
reports etc. The formal communication is of four types:
1. Upward or Bottom-up: The communication in which the flow of
information goes from sub-ordinate to superior authority.
2. Downward or Top-down: The communication in which the flow
of information goes from superior to sub-ordinate.
3. Horizontal or Lateral: The communication between two
employees of different departments working at the same level.
4. Crosswise or Diagonal: The communication between the
employees of two different departments working at different
levels.
Informal Communication
The communication which does not follow any type of pre-defined
channel for the transmission of information is known as informal

communication. This type of communication moves freely in all
directions and thus it is very quick and rapid. In any organization,
this type of communication is very natural as people interact with
each other about their professional life, personal life and other
matter. Example: sharing of feelings, casual discussion, gossips etc.
Key Differences Between Formal and Informal communication

1. Formal communication is also known by the name of official
communication. Informal communication is also known by
the name of grapevine.
2. In formal communication the information must follow a
chain of command. Conversely, the informal communication
can move freely in any direction.
3. In formal communication full secrecy is maintained, but in
the case of informal communication maintenance of secrecy
is a very tough task.
4. Formal communication is generally written, whereas informal
communication is oral.
5. Formal communication is time consuming as opposed to
informal communication, which is rapid and quick.
6. Formal communication is more reliable than informal
communication.
7. Formal communication is designed by the organization.
Informal communication starts itself due to the urge of
human to talk.
8. In formal communication the documentary evidences are
always available. On the other hand, in the case of informal
communication the documentary evidences are not available
4. Why is downward communication regarded so important? What are

its limitations?
RTU 2014
Ans
Downward Communication
Downward communication occurs when information and messages
flow down through an organizations formal chain of command or
hierarchical structure. In other words, messages and orders start
at the upper levels of the organizational hierarchy and move down
toward the bottom levels. Responses to downward communications

move up along the same path.
Advantages
Downward communication provides certain advantages to an
organization as discussed below.
1. Organizational discipline: Downward communication follows the
organizations hierarchy, meaning that organizational discipline
and member compliance is much easier to maintain.
2. Efficiency: Downward communication offers efficiencies because
instructions and information come from the sources in power
that are able to coordinate activities from the top of the
organization. Employees receive feedback from the supervisors
who manage them.
3. Effective communication of goals: Upper management can
easily communicate goals and assign responsibilities regarding
achieving those goals.
4. Ease of delegation: Delegation is much easier if the delegation
comes directly from the vertical communication structure
representing the chain of command.
Disadvantages
Downward communication has some disadvantages also as discussed
below.
1. Distortion: Downward communications can become distorted as
it proceeds through multiple levels of the organization.
2. Slow feedback: It takes time for messages to go down the
organization and then up the organization and then back down
again. This means that feedback can be slow, resulting in
problems, especially in a dynamic environment.
3. Interpretative Problems: Downward communication presents
interpretation problems because of the distortion effect and
slow feedback for message clarification.
4. Lowers Morale: Given the time communication takes and the
problems with distorted messages, downward communications
can have a negative impact on organizational morale.
******
Page 26 Qualities of Good Communication Chap 6
CHAPTER 6
qualities of good communication
1. What are the qualities of good communication ?

o
Describe any two qualities of good communication.
rtu 2015
o
Explain the qualities of good communication.
RTU 2014
Ans
There are 7 Cs of effective communication which are applicable to
both written as well as oral communication. These are as follows:
1. Completeness
The communication must be complete. It should convey all facts
required by the audience. The sender of the message must take
into consideration the receivers mind set and convey the message
accordingly. A complete communication has following features:
(i) Complete communication develops and enhances reputation
of an organization.
(ii) Moreover, they are cost saving as no crucial information is
missing and no additional cost is incurred in conveying extra
message if the communication is complete.
(iii) A complete communication always gives additional
information wherever required. It leaves no questions in the
mind of receiver.
(iv) Complete communication helps in better decision-making by
the audience/readers/receivers of message as they get all
desired and crucial information.
(v) It persuades the audience.
2. Conciseness
Conciseness means wordiness, i.e, communicating what you want
to convey in least possible words without forgoing the other
Cs of communication. Conciseness is a necessity for effective
Chap 6 Qualities of Good Communication Page 27
communication. Concise communication has following features:

(i) It is both time-saving as well as cost-saving.
(ii) It underlines and highlights the main message as it avoids
using excessive and needless words.
(iii) Concise communication provides short and essential message
in limited words to the audience.
(iv) Concise message is more appealing and comprehensible to
the audience.
(v) Concise message is non-repetitive in nature.
3. Consideration
Consideration implies stepping into the shoes of others. Effective
communication must take the audience into consideration, i.e, the
audiences view points, background, mind-set, education level, etc.
Make an attempt to envisage your audience, their requirements,
emotions as well as problems. Ensure that the self-respect of the
audience is maintained and their emotions are not at harm. Modify
your words in message to suit the audiences needs while making
your message complete. Features of considerate communication are
as follows:
(i) Emphasize on you approach.
(ii) Empathize with the audience and exhibit interest in the
audience. This will stimulate a positive reaction from the
audience.
(iii) Show optimism towards your audience. Emphasize on what
is possible rather than what is impossible. Lay stress
on positive words such as jovial, committed, thanks, warm,
healthy, help, etc.
4. Clarity
Clarity implies emphasizing on a specific message or goal at a
time, rather than trying to achieve too much at once. Clarity in
communication has following features:
(i) It makes understanding easier.
(ii) Complete clarity of thoughts and ideas enhances the meaning
of message.
(iii) Clear message makes use of exact, appropriate and concrete
words.
5. Concreteness
Concrete communication implies being particular and clear rather
than fuzzy and general. Concreteness strengthens the confidence.
Concrete message has following features:
(i) It is supported with specific facts and figures.
(ii) It makes use of words that are clear and that build the
reputation.
(iii) Concrete messages are not misinterpreted.
6. Courtesy
Courtesy in message implies the message should show the senders
expression as well as should respect the receiver. The sender of
the message should be sincerely polite, judicious, reflective and
enthusiastic. Courteous message has following features:
(i) Courtesy implies taking into consideration both viewpoints
as well as feelings of the receiver of the message.
(ii) Courteous message is positive and focused at the audience.
(iii) It makes use of terms showing respect for the receiver of
message.
(iv) It is not at all biased.
7. Correctness
Correctness in communication implies that there are no grammatical
errors in communication. Correct communication has following
features:
(i) The message is exact, correct and well-timed.
(ii) If the communication is correct, it boosts up the confidence
level.
(iii) Correct message has greater impact on the audience/readers.
(iv) It checks for the precision and accurateness of facts and
figures used in the message.
(v) It makes use of appropriate and correct language in the
message.
Awareness of these 7 Cs of communication makes you an effective
communicator.
2. What are the principles of good and effective communication?

rtu 2013
Ans
Refer to Q.11
Chap 6 Qualities of Good Communication Page 29
3. Mention the qualities and skills required for good written business
communication.
rtu 2013
Ans
The qualities and skills required for good written business are as
below:
1. Simple, Ordinary Language

You dont need fancy language to make your point in writing. Jargon,
acronyms, and big words can be confusing to a reader, and can
obscure the underlying point. Effective writing uses simple, common
words and simple grammatical structures. It uses concrete words
rather than abstract ones. Good writing avoids the passive voice
(which means this sentence should never be written: The passive
voice should be avoided in good writing).
2. A Clear Purpose
Most written communication exists to make a point or to tell a
story. Effective written communication makes the central point of
the message or story clear. No one reading a well-written piece, be it
an email or a report, should be confused about the purpose behind
the writing. Persuasive writing explains the goal of the writer clearly
and unambiguously, asks the reader to do something specific and
explains why the reader should respond as the writer requests.
3. A Positive Attitude
Effective written communication tends to be positive in tone, and
shouldnt be rooted in anger. It may feel good to write an email or
an office memo while youre angry, but its not likely that the result
will be effective at producing the results you want.
4. Brevity
Effective written communication is brief and to the point. Every
sentence is meaningful. Every paragraph carries one major point
and makes that point well. Longer isnt better when it comes to
writing, because overwriting doesnt help your message. Overly long
sentences can be hard for a reader to unravel and understand. Overly
long paragraphs can be daunting for a reader, who may choose to
put the communication down if he feels intimidated by its length.
5. A Conversational Tone
Effective written communication uses a conversational tone, and
never sounds formal or stuffy. It uses active verbs to help the
communication feel lively. Sometimes striking a conversational tone
means using contractions (Im, youre, dont, cant). It can
even mean writing in the first person (Here is what I just learned),
though this isnt appropriate for all forms of writing, particularly
reports and news articles. Especially effective writing finds a point
of connection between the writer and the reader, which will make the
reader want to keep reading.
6. Professional Grammar, Spelling and Punctuation

Effective written communication is always punctuated and spelled
correctly. Sloppy grammar, spelling and punctuation shows
disrespect to the reader and reflects poorly on the writer. Its
particularly important to spell names correctly when writing direct
communications such as letters and emails, as some readers are
deeply offended by sloppy writing. Spell checkers can catch a lot of
errors, but its crucial to proofread personally as well to catch what
an automated program might miss.
******
Chap 7 Barriers To Communication Page 31
CHAPTER 7
Barriers to communication
1. Discuss the barriers to communication.

RTU 2015
o
What are the communication barriers?
RTU 2014
o
Explain in detail the barriers to communication.
rtu 2013
Ans
Barriers to Communication
In a complete communication, the ideas and messages have to
reach from the transmitter to receiver in the same sense. If it
does not happen, it is a on account of barriers in communication.
Followings are the few important and commonly found barriers in
the communication process.
1. Semantic Barriers
Semantics refers to the science of meaning. It is contrasted with
phonetics, the science of sounds. This barrier is related to the process
of coding and decoding the message. In a communication process,
while exchanging information, there could be various disruptions in
understanding the meaning of the words. There are various types of
semantic barriers as discussed below.
(i) Words having multiple meaning: A symbol or a word can
have different meanings. If the receiver misunderstands the
communication, it becomes meaningless. For example, the word
value can have different meanings in the following sentences:
(a) What is the value of computer education these days?
(b) What is the value of this mobile set?
(c) Value our friendship.
(ii) Badly expressed message: Lack of clarity and precision make
the message badly expressed. Due to lack of coherence, awkward
Page 32 Barriers To Communication Chap 7
sentence structure, use of jargons messages are sometimes

expressed badly.
(iii) Wrong interpretation: Everyone has different understanding.
Whenever one interprets a symbol, his understanding may
differ with others. For example, the Hindi word Kaka means
uncle in one part of the country but small boy in another part
of the country. As inferences can give a wrong meaning, more
information may be sought to clarify the messages.
(iv) Unclarified assumptions: Sometimes, the sender may send
information with specific meanings and assumptions to the
receiver. If the received does not understand these assumptions
clearly, the information sent will not be clarified and it creates
a barrier.
(v) Specialist language: When technical language is used in the
communication process, it creates barriers in understanding
the message in the same sense and in the same spirit. In a
communication process if technical language or jargons are used,
it creates tension, confusion and misunderstanding between
both the parties.
2. Organizational Barriers
There are various causes of communication barriers in an organization.
Interference may arise from the relative status and power of the
participants, the exercise of traditional roles, and incompatible
needs and expectations. It may arise because of centralization or
decentralization in an organization. It may originate in contradictory
management policies, or too many levels of management, or the clash
between line and staff operations. The specialized nature of functions
or even the special languages of those functions may cause it. It
may have its source in formal, informal, or grapevine transactions.
Following are the organizational barriers in communication.
(i) Organizational culture and climate: The climate and culture
of an organization ultimately influence the freedom, trust and
interaction pattern among people in an organization. As people
working over there take time to adapt themselves, bottlenecks
in communication are inevitable.
(ii) Organizational rules and regulations: Every organization
has different sets of rule and regulation from others. In some
organization, these rules and regulations may be so rigid that
they may influence the flow of information in a wrong direction.
(iii) Status relationships: The status, power and position relationship

acts as a barrier in the effectiveness of communication.
Individuals may hesitate to say what they wish to say because
of their fear for the position and power of the other party in the
communication process.
(iv) Complexity in organizational structure: The complex
hierarchical structure of the organization like too tall or too
much of divisionalisation of the organization may not facilitate
the free flow of communication.
(v) Inadequate facilities and opportunity: The organization may
not have adequate communication facilities, equipment and
mechanisms. Open door employment system, conferences,
seminars and meetings being held in the organization also
influence it.
(vi) Lack of co-operation between superior and subordinate: There
may not be proper co-operation between the superior and
subordinate for various personal or organizational relationships,
which may lead to improper communication in an organization.
3. Personal Barriers
The above-mentioned organisational barriers are important in
themselves but there are some barriers which are directly connected
with the sender and the receiver. They are called personal barriers.
From the point of view of convenience, they have been divided into
two parts:
(a) Barriers Related to Superiors

The subordinate must follow the order of the superior, carry out all
work efficiently, and provide full information related to any matter,
which arises in the organization or in any work. There are two types
of superior-subordinate barriers.
(i) Fear of Challenge of Authority: Everybody desires to occupy
a high office in the organisation. In this hope the officers try
to conceal their weaknesses by not communicating their ideas.
There is a fear in their mind that in case the reality comes to
light they may have to move to the lower level,
(ii) Lack of Confidence in Subordinates: Top-level superiors think
that the lower- level employees are less capable and, therefore,
they ignore the information or suggestions sent by them. They
deliberately ignore the communication from their subordinates
in order to increase their own importance. Consequently, the

self-confidence of the employees is lowered.
(b) Barriers Related to Subordinates

(i) Unwillingness to Communicate: Sometimes the subordinates
do not want to send any information to their superiors. When
the subordinates feel that the information is of negative
nature and will adversely affect them, an effort is made to
conceal that information. If it becomes imperative to send this
information, it is sent in a modified or amended form. Thus, the
subordinates, by not clarifying the facts, become a hindrance in
communication.
(ii) Lack of Proper Incentive: Lack of incentive to the subordinates
creates a hindrance in communication. The lack of incentive to
the subordinates is because of the fact that their suggestions or
ideas are not given any importance. If the superiors ignore the
subordinates, they become indifferent towards any exchange of
ideas in future.
4. Psychological Barriers
Psychological barriers are the prime barriers in interpersonal
communication. The meaning assigned to a message depends upon
the emotional or psychological status of both the parties involved in
the process of communication. Following are the emotional barriers
in the way of communication:
(i) Selective perception : In a communication process, the receiver
has his/her own perception which could be limited and selected.
In every message transmitted by the sender, receiver projects his
interest and expectations as he decode messages. He may only
take that much piece of information, which may suit his world
of thinking. As a result, the person acquires incomplete and
inappropriate information, which influence the communication
process. It can cause perceptual distortions.
(ii) Halo effect: People do not listen carefully because of impressions
based on earlier encounters. Even one of the parties having an
halo effect will disrupt the flow of communication.
(iii) Status relationship: There may be status and power relationship,
which may be hurdle in the communication process and affect
the effectiveness of communication. Status of people involve
in the communication also affects the communication. For
example, people occupying higher positions in the organization

have a tendency to tell a lot to subordinates but not to listen.
When people do not listen, effective communication is not
possible.
(iv) Poor retention: If not properly retained, about half of the
information would be lost. The sender may suffer from such a
problem. It is also observed that about 30% of the information
is lost in each oral transmission.
(v) Inattention: The preoccupied mind of the receiver and the
reluctant non-listening is one of the major psychological
barriers. It is because of it that people do not react to ideas/
messages received in communication.
(vi) Undue importance of written words: Sometimes, the undue
importance given to the written words may cause loss of
information. The successive information is not accurate and
right. Written communication often tells what is to be done but
not why it should be done. It lacks the persuasive quality.
5. Other Barriers
There are so many other barriers, which too affect the communication
process. They are as follows.
(i) Cultural difference

Cultural difference affects communication between people from
different departments in the organization, e.g. between R&D and
productions. It is because R&D has a long time horizon, while the
production manager is concerned with keeping his assembly line
going and achieving his daily targets.
Cultural differences also occur frequently between people who
have experienced different social and religious environments. For
example, words, colours and symbols have different meanings in
different cultures. This needs to be understood by the people.
Communication can be very difficult at times due to cultural
difference of people involved.
(ii) Physical distractions

It causes a lot of noise, often literally: insufficiently insulated rooms
with car noises filtering through, poor lighting, a typewriter clattering
away ina nearby office; and such things as frequent movement of
body posture, fiddling with a pen in the hand, even the arrival of
coffee at a critical stage of the communication process are the causes

of communication barriers in organizations. Constant telephone
interruptions is one of the commonest physical distractions.
(iii) Style
Style is the manner in which a thing is done. It involves many
element. Though style overlaps with several of the other factors in
analysis, it adds its own distinct flavour. A few barriers related to
style are as follows:
(a) Linguistic accent in oral exchanges are stylistic in nature. It
often affects people. For example, the accent of Bengalis is
different than that of people from North India.
(b) The form of expression (idiom) colours a transaction.
Suppose you use an idiom familiar in Andhra Pradesh,
but strange to someone from Shimla; the listener will be
distracted by the style - the use of strange expressions.
(c) The level of drama greatly affects a situation. People do not
react to highly dramatic situations as they do to subdued
ones.
(d) Types of humour also play a part in style. People not only
use varying styles of humour, they react differently to
different kinds of jokes and sometimes fail to convey the
proper message which is intended to be conveyed.
(e) The choice of brevity as opposed to full detail in a
presentation is also another element of style. Style can also
be reflected through the use of a direct approach rather than
an indirect one.
(f ) The choice of discriminatory or non-discriminatory
communication modes is another element of style. Symbols
can discriminate on the basis of sex, race, age, religion,
handicap, or other characteristics. Many people react
negatively to the discriminatory styles, whereas others,
regrettably, practically try to insist one to join them in
name-calling and sirs.
(g) The qualities of credibility and charisma override many
other aspects of style. Both the presence and the absence of
these qualities can affect the flow of communication.
(iv) Environment
Interferences may also arise from external transreceivers, number of
links in the chain and circumstantial factors:
(a) External trans-receivers: People often delegate to others such
acts as typewriting, drawing, photographing, listening, reading,
and taping. When one does so, he still remains responsible
for controlling such external processes. Evaluation has to be
done which has been transmitted or received by someone else.
Reliable people and equipment should be selected to accomplish
the communication-related tasks.
(b) Number of links in the chain: The major barriers to effective
communication lies in the number of links in the chain between
the sender and the ultimate receiver. Larger the chain, less is
the accuracy of message towards the end of the chain.
For example, when one person whispers, the whispered
chaining continues until the message moves from one to
another through all people in the circle. The last person to receive
the message states it aloud, and the originator orally compares
the final received message with the original message. The final
message usually bears little resemblance to the original. While
the destruction of a message can be fun at a party, it becomes
serious for purposive communication endeavours. Thus, efforts
are made to reduce the number of intermediate links. With
each added station, the chances of a message accomplishing its
purpose diminishes significantly.
(c) Circumstantial Factors: The same sort of differentiation in
circumstances counts for the channels within each of the
levels and, in broader terms, for the oral, written, and non-
verbal communication. For example, a speech delivered
before a small dinner gathering will be different from the
same speech delivered before an auditorium full of people.
Everyone is markedly different while sitting to watch cricket
match rather than a legal hearing. Still another circumstantial
feature a listener who has to stand because the seats are
all taken is generally not the same as he or she would be
if seated comfortably. A few circumstantial factors are:
Temperature, Lighting, Room size, Arrangement of seating
and equipment in a room, Voice qualities, Visual qualities,
Extent of participation, Distance between participants etc
etc.
2. How to overcome communication barriers?

RTU 2014
Ans
Some of the methods to overcome the barriers to communication are
as below:
1. Minimize semantic problem: People use either the same word in
different ways or different words in the same way. By choosing
appropriate words according to their proper uses, we can
overcome semantic barrier in communication.
2. Organization policies: The organizations should make their
policies in such a way that it give full advantage to all members
of the organization. Policies should be flexible and easy to
implement. While organizations goal must be clear, everyone
must know about his position, his right in the organizational
communication. The network has to be fully developed so that
no such type of barriers exist.
Moreover, there should be consistency when a message
is passed from sender to receiver. One should not introduce his
own view in the message. It must be clear and understood by
everyone easily. Timeliness in message should be there. If it is
not passed in time, such messages will be of no use.
3. Accuracy: There should be accuracy in the message to be
transmitted between parties to the communication to improve
its effectiveness.
4. Clarity in message: The message to be transferred should be
clear, practical, accurate and without any ambiguity.
5. Avoid technical language: The specialized language should
be avoided. There should be all efforts to use the language
commonly understood by the receiver and sender of the message.
There should be least use of technical jargons in communication
process.
6. Maintaining good relationship: Strong relationships must be
maintained between the employer and the employee in order
to avoid misunderstanding and accept each others viewpoints
in order to remove the barriers and to facilitate proper
communication in the organization.
7. Co-ordination between superior and subordinates: In case
the superior thinks on one line, which is different from the
subordinate and vice versa, it will affect the effectiveness of
communication. Therefore, there should be good and proper
co-ordination and co-operation between the superior and

subordinate for effective communication.
8. Feedback: The selective perception of the receiver should be
minimized through proper feedback. The drawback of the
selective perception should be explained to minimize the
barriers.
9. Flat organizational structure: The organization should have
clear cut and simple organizational structure. Remove tall
hierarchical structure, and it should be changed to flat structure
to avoid excessive control of information. Wrong information
to be transferred to any one in the organization will prove
detrimental. Proper redesign of organizational structure will
reduce the status gap. Status effect can occur when one person
is considerably higher in the hierarchy than another.
10. Proper communication channels: If one wants immediate action
from the receiver, there is no need to send a lengthy discussion
report. One would probably pick up the telephone or go to his
office to tell him what to do. Remember also that one picture is
worth a thousand words, and in this age of computer graphics,
the information can be produced more quickly in this way too.
3. Write short notes on:

(a) Physical Barriers
(b) Psychological Barriers
(c) Linguistic and Cultural Barriers
(d) Mechanical Barriers
rtu 2013
Ans
Refer to Q.1
******
Page 40 Professional Communication Chap 8
CHAPTER 8
Professional communication
1. What do you understand by professional communication?

RTU 2014
o
What do you know about professional communication?
rtu 2013
Ans
Professional Communication
The term professional communication refers to the various forms
of speaking, listening, writing, and responding carried out at the
workplace, whether in person or electronically. In todays professional
world, nothing happens without communication. It is communication
that propels the management process and serves as the lubricant
for its smooth operation. It helps professionals in their five major
managerial tasks, namely
1. Planning
2. Organizing
3. Executing
4. Staffing, and
5. Controlling
Since every organization is a social system that involves interaction
among people working at different levels, proper communication
among them becomes necessary for achieving the goals of an
organization. In a way, it is communication that defines the
existence of an organization in todays professional world. When
communication crumbles, the organized action comes to an end.
Communication thus is vital to the survival, sustenance, and growth
of an organization.
It is so because in a professional world, what professionals do
most of the time is to communicate. The necessity and importance of
communication skills can be assessed from the fact that professionals
spend nearly three-fourths of their working time in communicating
their ideas, views, and plans to others.
Chap 8 Professional Communication Page 41
2. How is professional communication useful for organizations?

RTU 2014
Ans
Communication in the professional world occupies a pivotal
position. Professional communication aims at achieving the following
objectives:
1. Advising
In any organization, a professional cannot have specialized knowledge
of all the branches such as licensing, taxation, publicity, engineering,
etc. To succeed in his/her job, he/she will have to seek frequent
advice from sub-ordinates or super-ordinates. A proper and timely
interaction with experts in the related areas helps the management
take wise steps and grow.
2. Counseling
Sometime an efficient and hard-working employee may become slow
and indifferent if he/she is facing personal problems at home. In such
situation, he/she is encouraged to consult the counselling department.
Through effective communication, employees and workers share their
concerns, solve their problems and thus are restored to their mental
and physical health.
3. Giving orders
Order is an authoritative communication. It is a directive to
a subordinate, to do something, to modify or alter the course of
something he/she is already doing, or not to do something. Orders
are absolutely essential in an organization, whatever be the nature
and size of the organization.
4. Providing instructions
Instruction is a particular type of order in which the subordinate is not
only ordered for a particular task, but also given guidance on how to
perform the task. All instructions are orders, but all orders need not
be instructions. Regardless of the fact that the management intends
to give instructions or issue orders, effectiveness in communication is
mandatory if the right impact is desired to be created.
5. Giving warnings
If employees do not abide by the norms of the organization or violate
rules, it may become necessary to warn them. Warning is a forceful
Page 42 Professional Communication Chap 8
means of communication for it carries with it a sense of urgency.

Sensitive in nature, warnings need to be communicated well so that
impact is properly created and not exaggerated.
6. Raising morale
Morale stands for the mental health of all individuals and hence is
important for the growth of an organization. Morale can be maintained
only through effective communication among professionals. Morale
of people within the organization is a powerful and intangible
factor representing the sum of several qualities, such as courage,
determination, clarity, and confidence. It acts as a kind of lubricant
among people, binds them with a sense of togetherness, and impels
them to work in cooperation with one another in the best interest of
their organization.
7. Marketing
Effective communication is the key to effective marketing which
is a crucial factor to all businesses. Since the entire function of
marketing depends on communication. It is hard to imagine any
of its operations getting through without effective communication.
Some times companies hire consultants also for obtaining right
suggestions related to its various operational aspects. If not properly
communicated, suggestions can be turned down.
8. Staffing
Staffing is the process to hire professionals for an organization.
Communication is needed in the recruitment process to hire potential
employees for the enterprise. The recruits are told about the companys
organizational structure, its policies, and practices. This way, proper
communication helps the new entrants associate themselves with
the organization and utilize their potential effectively. This also
promotes proper delegation of work among employees. Thus, in such
situations too, communication helps in building a good image of an
organization.
9. Projecting image
Communication has a vital role in projecting the image of an
organization in the social environment. This image is affected by the
information which people have acquired about the goals, activities,
and accomplishments of an organization. Thats why all the
brochures, advertisements, notices, announcements, and circulars
Chap 8 Professional Communication Page 43
that are made publicare written and designed so meticulously by

the organizations. Therefore, all important documents are ruthlessly
revised and edited linguistically until they help the organization to
achieve the objective of carrying and retaining a positive image.
10. Preparing advertisements

No matter how good a product is, it cannot succeed without effective
advertising. Advertising is done through newspapers, magazines,
television, billboards, Internet, pamphlets, cards, etc. Without
effective communication, persuasive and catchy advertisements and
publicity material cannot be created to achieve the desired objective.
11. Making decisions

Communication also has an important function in solving both simple
and complex problems, and making accurate decisions to positively
influence organizational performance. If not properly communicated,
even a good decision may sound like a bad mistake.
12. Getting feedback

The receivers reaction to the message is also a form of communication
back to the sender. Through this mechanism, companies know how
much they sell, what public opinion has been formed about their
products, and what the customers feel about their products. Good
companies also seek feedback with regard to the satisfaction of the
employees serving them.
The above objectives of professional communication clear the
importance of communication in the business world.
******
Page 44 Interpersonal Communication Chap 9
CHAPTER 9
Interpersonal communication
1. Pinpoint the essential of Interpersonal communication.

rtu 2013
Ans
Interpersonal Communication
This type of communication happens directly in written or
orally between two or more persons. The oral form of this type
of communication, such as a dialogue or a conversation between
two or more people, is personal and direct, and permits maximum
interaction through words and gestures. Communication becomes
interpersonal to the extent that the people involved can see each
others uniqueness and can explain and predict each others behaviour
on the basis of uniqueness. The characteristics of the interpersonal
communication are as follows:
1. Uniqueness
Interpersonal communication is unique. It is different and becomes
more interpersonal as it takes the form of distinctive rules that develop
between the parties for communication. The more interpersonal the
relationship, the more uniqueness is found in the communication trends
and patterns. Standardized rules or conventions govern impersonal
situations. In these situations, we tend to label or stereotype the other
person, and then interact on that basis. We communicate according
to the rules for dealing with teachers, women, liberals,
intellectuals and so on. On the other hand, it is almost impossible to
use such labels if one knows someone interpersonally and communicates
with him or her on that level.
2. Irreplaceability
To the extent a relationship is unique, it is also irreplaceable. Suppose
that Mr. Ram Kumar takes Mr. Sureshs class in intermediate English.
If he begins to recommend English books and movies to Mr. Ram
Kumar because of his love for English, if they tell each other jokes
in English or share recipes for English foods, their relationship will
Chap 9 Interpersonal Communication Page 45
become increasingly unique. Mr. Kumar will not be like any other
student except Mr. Suresh, and Mr. Suresh will not be like any other
teacher except Mr. Kumar. This will also mean that the relationship
will become irreplaceable. While Mr. Kumar will have other teachers,
even other English teachers, and Mr. Suresh will have other students,
neither will have another relationship that is just like the one they
have together. This is nothing but irreplaceability of relationship.
3. Interdependence
In case of interpersonal relationship, the fate of the people involved
comes to be more connected. Sometimes this connection is a pleasure,
and sometimes it is a burden. But it is there, nevertheless. Consider
the possible relationship between Mr. Ram Kumar and Mr. Suresh,
Mr. Suresh might be pleased if another teacher of his class wins an
award in a state English competition, but he will feel overjoyed if Mr.
Kumar does. Mr. Kumar might not react.
4. Scarcity
In the case of interpersonal communication, most of our interactions
are impersonal. This fact isnt regrettable, really, but simply
practical. We may chat politely with our bus driver, our service
station attendant, and cur clerk at the bookstore, but we would
never get much done if we were trying to share unique thoughts and
feelings in order to develop interpersonal relationships with each of
those people.
5. Disclosure
The extent of interpersonal relationship is measured with respect to
the quantum of personal information, which the parties share with
each other. Generally, we do not speak about ourselves. We share our
thoughts and feelings when we have an interpersonal relationship.
2. Suggest some methods to improve Interpersonal communication.

rtu 2013
Ans
First we discuss some important barriers to effective interpersonal
communication.
1. Stress and out-of-control emotion: When youre stressed or
emotionally overwhelmed, youre more likely to misread other
people, send confusing or off-putting nonverbal signals, and
lapse into unhealthy knee-jerk patterns of behavior. Take a

moment to calm down before continuing a conversation.
2. Lack of focus: You cant communicate effectively when youre
multitasking. If youre planning what youre going to say
next, daydreaming, checking text messages, or thinking about
something else, youre almost certain to miss nonverbal cues in
the conversation. You need to stay focused on the moment-to-
moment experience.
3. Inconsistent body language: Nonverbal communication should
reinforce what is being said, not contradict it. If you say one
thing, but your body language says something else, your listener
will likely feel youre being dishonest. For example, you cant
say yes while shaking your head no.
4. Negative body language: If you disagree with or dislike whats
being said, you may use negative body language to rebuff the
other persons message, such as crossing your arms, avoiding
eye contact, or tapping your feet. You dont have to agree,
or even like whats being said, but to communicate effectively
without making the other person defensive, its important to
avoid sending negative signals.
Following are the important factors to improve the interpersonal
communication.
1. Become an engaged listener

People often focus on what they should say, but effective
communication is less about talking and more about listening.
Listening well means not just understanding the words or the
information being communicated, but also understanding the
emotions the speaker is trying to communicate.
Theres a big difference between engaged listening and simply
hearing. When youre an engaged listener, not only will you better
understand the other person, youll also make that person feel heard
and understood, which can help build a stronger, deeper connection
between you. Some of the methods to become an engaged listeners
are as below.
(i) Focus fully on the speaker, his or her body language, tone of
voice, and other nonverbal cues.
(ii) Avoid interrupting or trying to redirect the conversation to
your concerns, by saying something like, If you think thats
bad, let me tell you what happened to me..
Chap 9 Interpersonal Communication Page 47
(iii) Show your interest in whats being said. Nod occasionally, smile
at the person, and make sure your posture is open and inviting.
Encourage the speaker to continue with small verbal comments
like yes or uh huh.
(iv) Try to set aside judgment. In order to communicate effectively
with someone, you dont have to like them or agree with their
ideas, values, or opinions. However, you do need to set aside
your judgment and withhold blame and criticism in order to
fully understand a person.
(v) Provide feedback. If there seems to be a disconnect, reflect
what has been said by paraphrasing. What Im hearing is, or
Sounds like you are saying, are great ways to reflect back.
2. Pay attention to nonverbal signals

When we communicate things that we care about, we do so mainly
using nonverbal signals. Nonverbal communication, or body
language, includes facial expressions, body movement and gestures,
eye contact, posture, the tone of your voice, and even your muscle
tension and breathing.
Developing the ability to understand and use nonverbal
communication can help you connect with others, express what
you really mean, navigate challenging situations, and build better
relationships at home and work.
(i) You can enhance effective communication by using open body
languagearms uncrossed, standing with an open stance or
sitting on the edge of your seat, and maintaining eye contact
with the person youre talking to.
(ii) You can also use body language to emphasize or enhance
your verbal messagepatting a friend on the back while
complimenting him on his success, for example, or pounding
your fists to underline your message.
(iii)
Use nonverbal signals that match up with your words.
Nonverbal communication should reinforce what is being said,
not contradict it.
4. Keep stress in check

To communicate effectively, you need to be aware of and in control
of your emotions. And that means learning how to manage stress.
Following tips can help:
(i) Use stalling tactics to give yourself time to think. Have a
question repeated, or ask for clarification of a statement before

responding.
(ii) Pause to collect your thoughts. Silence is not necessarily a
bad thingpausing can make you seem more in control than
rushing your response.
(iii) Make one point and provide an example or supporting piece of
information. If your response is too long or you waffle about a
number of points, you risk losing the listeners interest. Follow
one point with an example and then gauge the listeners reaction
to tell if you should make a second point.
(iv) Deliver your words clearly. In many cases, how you say
something can be as important as what you say. Speak clearly,
maintain an even tone, and make eye contact. Keep your body
language relaxed and open.
(v) Wrap up with a summary and then stop. Summarize your
response and then stop talking, even if it leaves a silence in the
room. You dont have to fill the silence by continuing to talk.
4. Assert yourself
Direct, assertive expression makes for clear communication and
can help boost self-esteem and decision-making. Being assertive
means expressing your thoughts, feelings, and needs in an open and
honest way, while standing up for yourself and respecting others.
It does not mean being hostile, aggressive, or demanding. Effective
communication is always about understanding the other person, not
about winning an argument or forcing your opinions on others. To
improve assertiveness:
(i) Value yourself and your opinions. They are as important as
anyone elses.
(ii) Know your needs and wants. Learn to express them without
infringing on the rights of others.
(iii) Express negative thoughts in a positive way. Its ok to be angry,
but you must be respectful as well.
(iv) Receive feedback positively. Accept compliments graciously,
learn from your mistakes, ask for help when needed.
(v) Learn to say no. Know your limits and dont let others take
advantage of you. Look for alternatives so everyone feels good
about the outcome.
******
Chap 10 Subject-Verb Agreement Page 49
CHAPTER 10
Subject-verb agreement
1. Rewrite the following sentences with proper subject-verb agreement:

(i) The great writer and the editor is dead.
(ii) One of my sisters have a red scooty.
(iii) Their first innings were disappointing.
(iv) You as well as I am fond of tea.
rtu 2015
Ans
(i) According to subjectverb agreement, if the article is mentioned
twice, as in the great writer and the editor, then two distinct
persons are intended and the verb following must be in the
plural number. So, the correct sentence is
The great writer and the great editor are dead.
(ii) Expressions such as neither of the, either of the, one of the,
none of the which are generally followed by plural nouns,
normally takes singular verbs. So, the correct sentence is
One of my sisters has a red scooty.
(iii) Note that here the word innings is a singular noun, therefore
the subject of the sentence is also singular and correct form is
Their first innings was disappointing.
(iv)
According to subject verb-agreement, when two or more
subjects are connected by expressions such as besides, along
with, as well as, in addition to with etc., then the verb is
chosen according to the first subject. So, the correct sentence is
You as well as I are fond of tea.
2. Identify the underlined parts of speech in the following sentences:

(i) My brother has joined Police.
(ii) She wears a red saree on Monday.
(iii) I play cricket besides tennis.
(iv) Dont be after me.
rtu 2015
Page 50 Subject-Verb Agreement Chap 10
Ans
(i) Police is a direct object.
A direct object refers to a person or thing affected by an
action while an indirect object refers to a second object with a
transitive verb to indicate who or what benifits from an action
or gets some thing as a result of it. For example,
The dog bit the boy. (Direct object)
He gave Peter a book. (Indirect object)
(ii) The words which give more information about an object is

called objective complement. Here in the given sentence the
object is Red Saree and the word Red implies that Saree is
red. So it is an objective complement.
(iii) The word besides is a preposition. It means in addition to.

Preposition are the words placed before a noun or pronoun and
it shows the relationship of the noun to the remaining part of
the sentence. Some of the most used prepositions are at, in, by,
with, between, among, beside, besides, in, within, on, upon, under
etc.
(iv) The word After is a conjunction. A conjunction is a word that

joins together two words, phrases or clauses.
3. In the following sentences, select the verb form which you feel is
appropriate. If both the verb forms given are appropriate, give
reasons:
(i) The team (has, have) won fifteen games this season.
(ii) What you believe about these matters (doesnt, dont) make a
difference.
(iii) Mr. Garg, together with his five guests, (has, have) gone out to
dinner.
(iv) There (was, were) a number of players waiting near the gate.
rtu 2014
Ans
(i) According to subject-verb agreement, the collective nouns
such as committee, team, herd, fleet, jury, council, etc. usually
take singular verbs because they are considered as a single,
indivisible lot. So, the correct sentence is
The team has won fifteen games this season.
Chap 10 Subject-Verb Agreement Page 51
(ii) Here the subject is matters which is singular, so we use singular

verb. The correct sentence is
What you believe about these matters doesnt make a difference.
(iii) According to subject-verb agreement, noun followed by the

conjunction such as along with, besides, in addition to etc. does
not affect the verb. The verb is chosen on the basis of the noun
that precedes such conjunctions.
Here the real subject is Mr. Garg, So whatever comes
after together with should not really affect the verb. The correct
sentence is
Mr. Garg, together with his five guests has gone out to dinner.
(iv) According to subject-verb agreement, with a/the majority of,

a number of, a lot of, a plenty of, all (of ), and some (of ) and
plural noun, we use a plural verb. But if we say the number of,
we use a singular verb. So, the correct sentence is
There were a number of players waiting near the gate.
******
Page 52 Linking Words Chap 11
CHAPTER 11
linking words
A conjunction is word that joins together two words, phrases or

clauses. For example,
Cup and saucer make a complete set. (Conjunction: and)
We are poor but we are honest. (Conjunction: but)
Conjunction Classes
The two main classes of conjunctions are co-ordinating and
subordinating conjunctions.
1. Co-ordinating Conjunction
When a sentence contains two independent statements or two
statements of equal rank or importance, use a co-ordinating
conjunction. This class includes and, but, for, or, nor, also, either...
or, neither...nor, and so on. They are of the following four types.
(i) Cumulative: It adds one statement to another:
They worked hard and they achieved the goal.
(ii) Adversative: It expresses the contrast between two statements:
She is weak but enthusiastic.
He would participate only if he is invited.
I am irked, yet I am quiet.
(iii) Disjunctive: It expresses the choice between two alternatives:
He must take medicines or he will die.
Either she is crazy or she is a fanatic.
Run fast, else you will not win.
(iv) Illative: It expresses an inference:
Somebody surely came in, for I heard the footstep.
All preemptive measures must have been neglected, for the
malaria spread rapidly.
2. Subordinating Conjunction
The Conjunction introducing a dependent or subordinate clause is
called subordinating conjunction. A subordinating conjunction joins
a clause to another on which it depends for its full meaning. These
are while, where, when, as, unless, before, till, although, though, that,
if, because, and after. Such conjunctions are further classified into
Chap 11 Linking Words Page 53
seven types according to their meanings.

(i) Time
My grandfather died before I was born.
No institute can flourish till it is under the tutelage of an
efficient leader.
Many events have been organized since you came.
I returned to the office after he came.
(ii) Cause or reason
My energy is like the energy of a five-year-old because my mind
is active.
Since you want, it shall be done.
As she was not there, I talked to her mother.
He may join, as he is eager.
(iii) Purpose
We eat apples, so we remain happy.
He helped me, lest I should fail.
(iv) Result
I was so enervated that I could scarcely smile.
(v) Condition
The problem cannot be solved unless we identify it.
He will come to the party if you come.
(vi) Concession
I didnt get the job though I had all the necessary qualifications.
A picture is a picture, even If there is nothing aesthetic in it.
(vii) Comparison
Ramesh is taller than his brother
1. Fill in the appropriate conjunctions. Choose from the conjunctions

in brackets:
(i) She would have purchased those gold bangles .......... she had
enough money. (Until, So, if)
(ii) Animals dont kill .......... they are hungry. (although, unless,
because)
(iii) He works hard .......... he may get good marks. (Lest, because,
in order that)
(iv) No sooner did the lion saw the deer .......... it pounced on it.
(When, although, than)
RTU 2014
Ans
(i) Here second clause is a condition, so we use a conditional
subordinate conjunction, which is if .

(ii) Again the second clause is a condition, so we use a conditional
conjunction which is unless.
(iii) Here the second clause shows a purpose, so we use conjunction
lest.
(iv) Here are some important points to be remember about the
conjunctions.
The conjunctions hardly had, scarcely had, barely had come
as such and are followed by when
Neither is followed by nor, not or.
Lest is followed by should and not by should not.
Not only is followed by but also.
Seldom is followed by never for emphasis; not ever.
No sooner had is followed by than.
Like is used in comparisons; as is correct in the context.
So, the appropriate conjunction for the given sentence will be than
2. Fill in the blanks with suitable conjunctions.

(i) I need an office to myself .......... I can get some work done.
(ii) Write it down .......... you dont forget.
(iii) I need to gets work early .......... I can finish the report before
the meeting.
(iv) Ill tell her .......... I see her.
(v) .......... you left, the atmosphere in the office has not been as
nice.
rtu 2013
Ans
(i) Here the second clause shows the purpose, so we use the
conjunction so.
(ii) Again the second clause shows the purpose, so we use the
conjunction so.
(iii) Again the second clause shows the purpose, so we use the
conjunction so.
(iv) Here the second clause implies a time point, so we use the
conjunction when.
(v) The first clause implies a time point, so we use the conjunction
since.
3. Fill in the blanks with suitable conjunctions.

(i) Things were different .......... I was young.
(ii) I do it .......... I like it.
(iii) Let us wait here .......... the rain stops.
(iv) You cannot be a lawyer .......... you have a law degree.
(v) That was years .......... years ago.
rtu 2013
Ans
(i) The second clause shows a moment in past, so conjunction used
for time will be when.
(ii) The second clause shows a cause or reason, so we use the
conjunction because.
(iii) Here the second clause implies to the time in future when rain
stops, so we use the conjunction until.
(iv) Here the second clause is conditional, so we use the conjunction
unless.
(v) Here we use the cumulative coordinating conjunction because
both the clauses are of equal importance. So we use the
conjunction and.
4. Join each pair of sentence into one by using a suitable conjunction.

(i) Hema was late. Her car broke down on the highway.
(ii) Keep the food covered. The flies will contaminate it.
(iii) He is unhappy. He has a lot of money.
(iv) You will get good marks. You study properly.
rtu 2012
Ans
(i) The second statement shows a cause or reason, so we use the
conjunction because. The combined sentence will be
Hema was late because her car broke down on the high way.
(ii) Here we use a disjunctive coordinating conjunction. These

conjunctions express the choice between two alternatives. For
example, or, else. The conjunction used here will be else. The
combined sentence is
Keep the food covered, else the flies will contaminate it.
(iii) Here the second statement shows concession. So we use the

conjunction though. The combined sentence will be
He is unhappy though he has a lot of money.
(iv)
The second statement shows a condition, so we use the
conjunction if . The combined sentence will be
You will get good marks if you study properly.
5. Choose the correct linking words.

(i) I ran fast, ........... I missed the train (and, but, because)
(ii) Work hard ........... you may pass. (because, so that, if)
(iii) Take care .......... you should fall. (lest, because, or)
(iv) Wait .......... I come. (until, unless, if)
rtu 2011
Ans
(i) The conjunctive used here is adversative coordinating type
because the two statements have contrast between them. The
correct conjunction is but.
(ii) The second clause implies to a purpose, so correct conjunction
will be so that.
(iii) Again the second clause implies to a purpose, so correct
conjunction will be lest.
(iv) The second clause indicates a time point so the correct
conjunction will be until.
6. Add the missing link in the following sentences:

(i) I wonder .......... he means.
(ii) Will you please let me know .......... soon you can finish it?
(iii) He was telling me ........... he had fought the champion.
(iv) Have you decided ........... to invite to the party?
rtu 2009
Ans
Use of Relative Pronouns, Interrogative pronouns as conjunctions

Relative pronouns like who, whose, which, what are also used as
connectives. Interrogative pronouns are also used as connectives.
They are used for the following.
Who: for people
Which: for things
That: for both people and things
Whom: As the object of relative clause, though it is commonly
replaced by who
Whose: to indicate possession
What: As a relative pronoun what means the things which. It

does not refer to a noun that comes before it.
How: Used for time point or quantity or manner in which things
done
Based on above, we complete the sentences with proper connective
as given below:
(i) I wonder what he means.
(ii) Will you please let me know how soon you can finish it?
(iii) He was telling me how he had fought the champion.
(iv) Have you decided whom to invite to the party?
7. Fill in the appropriate conjunctions.

(i) Many candidates were called for the interview ........... few were
selected. (but, neither, still)
(ii) We should produce more food grain .......... we will starve. (and,
otherwise, though)
(iii) .......... he is rich, he wants to get more money. (though, than,
because)
(iv) No sooner did the lion see the deer .......... it pounced on it.
(when, than, although)
rtu 2008
Ans
(i) The conjunctive used here is adversative coordinating type
because the two statements have contrast between them. So,
the appropriate conjunction will be but.
(ii) The conjunctive used here is a disjunctive coordinating
conjunction. These conjunctions express the choice between
two alternatives. For examples or, else, otherwise etc. So, the
appropriate conjunction will be otherwise.
(iii)
The first statement shows concession so the appropriate
conjunction will be though.
(iv) Refer to Q.4 (iv)
******
Page 58 Relative Clauses Chap 12
CHAPTER 12
Relative clauses
RELATIVE CLAUSES
A relative clause helps to identify or at times gives more information
about a noun or pronoun in a sentence. There are two broad types
of relative clauses discussed as below:
1. Defining/Restrictive clauses: We use a defining (or restrictive)
relative clause to identify or restrict the reference of a noun.
Defining relative clauses give essential information to define
or identify the person or thing we are talking about. We don
not separate it from the rest of the sentence by commas. If a
defining relative clause is removed, the meaning of the sentence
changes significantly. For example.
The woman who visited me in the hospital was very kind.
The umbrella that I bought last week is already broken.
2. Non-defining/Non-restrictive clauses: We use a non-defining
(or non-restrictive) relative clause to provide additional
information about the noun, whose identity or reference is
already established. A non-defining clause gives us more
information about the person or thing we are talking about.
If a non-defining relative clause is removed from a sentence,
we lose some detail, but the overall meaning of the sentence
remains the same. Non-defining relative clauses are always set
off from the rest of the sentence with commas or parentheses.
For example,
The farmer, whose name was Fred, sold us 10 pounds of
potatoes.
The author, who graduated from the same university I did,
gave a wonderful presentation.
Now we discuss both type of relative clauses in details.
1. Defining Relative Clauses

Defining relative clauses are composed of a relative pronoun, a verb,
and optional other elements such as the subject or object of the verb.
The following relative pronouns are used in defining relative
clauses. These relative pronouns appear at the start of the defining
Chap 12 Relative Clauses Page 59
relative clause and refer to a noun that appears earlier in the

sentence.
Person Thing Place Time Reason
Subject who/that which/that
Object who/whom/ which/that where when why
that
Possessive whose whose
The pronouns who, whom, and which are often replaced by that in
spoken English. Whom is very formal and is only used in written
English. You can use who or that instead, or omit the pronoun
completely.
The dish that/which I ordered was delicious.
The man that/which came with her has already left.
The doctor that/whom I was hoping to see wasnt on duty.
Including or Omitting the Relative Pronoun

The relative pronoun can only be omitted when it is the object of
the clause. When the relative pronoun is the subject of the clause,
it cannot be omitted. You can usually tell when a relative pronoun
is the object of the clause because it is followed by another subject
+ verb. See below, in the first sentence the relative pronoun cannot
be ommitted because it is the subject of the relative clause (the
woman spoke). In the second sentence, the pronoun can be omitted
because the woman is the object of the verb loved.
Noun, subject of Relative Verb+rest of Verb+rest of
the main clause pronoun relative clause main clause
The woman that spoke at the was very knowl-
meeting edgeable
The woman (that) the man loved was living in
New York.
Other Uses of THAT

That is often used to introduce defining relative clauses when they
follow the words something, anything, everything, nothing, all or
a superlative. It may be omitted when it is not the subject of the
clause. For example,
Theres something (that) you should know.
It was the best film (that) Ive ever seen.
Do you have anything that will help my throat?

Everything (that) you say seems silly to me.
Nothing (that) anyone does can replace my lost bag.
Im sorry, but that is all (that) I saw.
2. Non-Defining Relative Clauses

Non-defining relative clauses are composed of a relative pronoun, a
verb, and optional other elements such as the subject or object of
the verb. Commas or parentheses are always used to separate non-
defining relative clauses from the rest of the sentence.
The following relative pronouns are used in non-defining
relative clauses. These relative pronouns appear at the start of the
non-defining relative clause and refer to a noun that appears earlier
in the sentence.
Person Thing Place
Subject who which
Object who/whom which where
Possessive whose
Differences with Defining Relative Clauses

In defining relative clauses, the pronouns who, whom, and which
are often replaced by that in spoken English. In non-defining
relative clauses, you cannot replace other pronouns with that. You
also cannot leave out the relative pronoun in non-defining relative
clauses, in the way you sometimes can in defining relative clauses.
The pronoun is required, even when it is the object of the verb in
the relative clause. Finally, non-defining relative clauses are always
separated from the rest of the sentence by commas, unlike defining
relative clauses, which have no punctuation.
Introductory Expressions in Non-defining Clauses

Non-defining clauses can be introduced by expressions like all of or
many of followed by the relative pronoun.
Person Thing
all of, any of, some of, a few of, both of, each whom which
of, either of, half of, many of, most of, much of,
none of, one of, two of, etc.
For example,
There were a lot of people at the party, many of whom I had

known for years.
There are 14 girls in my class, a few of whom are my friends.
He was carrying his belongings, many of which were broken.
He had thousands of books, most of which he had read.
He picked up a handful of stones, one of which was sharp.
Using Which To Refer To Another Clause

The relative pronoun which at the beginning of a non-defining relative
clause can refer to all the information contained in the previous part
of the sentence, rather than to just one word. For example,
Chris did really well in his exams, which is quite a surprise.
My friends were all hiding in my apartment, which isnt what
Id expected.
Shes studying to become a doctor, which is difficult.
1. Combine the sentences using relative pronoun:

(i) The house is empty now.
We used to live there
(ii) The speech was very informative.
Prof. Tandon delivered it.
(iii) The plane was not in a good condition.
It crashed.
(iv) Some cash has been recovered.
It was stolen from a bank.
RTU 2014
Ans
(i) House implies a place, so we use the relative pronoun where.
The combined sentence is
The house where we used to live is empty now.
(ii) The subject here is speech (thing), so we use the relative pronoun
that. The combined sentence is
The speech that prof. Tondon delivered was very informative.
(iii) Here also subject is a thing (plane), so we use the relative
pronoun that. The combined sentence is
The plane that crashed was not in a good condition.
(iv) The combined sentence is

Some cash that was stolen from a bank has been recovered.
2. Re-write the sentences so that they have the same meaning as the
original. You must use a relative clause.
(i) I bought a house. It was advertised in the local paper.
(ii) Mary works in our office. Her husband is a plastic surgeon.]
(iii) Venice is a wonderful place. We spent our last holiday there.
(iv) He showed us how to create a computer-based game. It was
very interesting.
(v) Ive just finished reading Harry Potter and the Philosophers
Stone. It is an amazing book.
(vi) A detective is someone. He discovers the truth about crimes.
rtu 2013
Ans
(i) Here noun house is a thing, so we use the relative pronoun
that. The combined sentence is
I bought a house that was advertised in the local paper
(ii) The second sentence here tells extra information about the
noun (Marry), so the type of relative clause is non-defining.
The combined sentence is
Marry, whose husband is a plastic surgeon, works in our office
(iii) Venice implies a place, so we use the relative pronoun where.

The type of relative clause is non-defining. The combined
sentence is
Venice, where we spent our last holiday, is a wonderful place.
(iv) As we know that the relative pronoun which at the beginning

of a non-defining relative clause can refer to all the previous
information contained in the previous part of sentence. Therefore
the combined sentence is
He showed us how to create a computer based game, which was
very interesting.
(v) Again, we make a non-defining relative clause using the relative

pronoun which. The combined sentence is
Ive just finished reading Harry Pottar and the Philosophers
stone, which is an amazing book.
(vi) Here subject (Detective) is a person, so we use the relative

pronoun who. The type of relative clause is defining. The
combined sentence is
A detective is someone who discovers the truth about crimes.
3. Re write the sentences so that they have the same meaning as the
original. You must use a relative clause.
(i) Thats the boy. I told you about him last night.
(ii) Theyve sold the house. I wanted to buy it.
(iii) Helen has just arrived. She had a car accident.
(iv) Theyve sold the grocery. I used to go shopping there.
(v) My sister has won a DVD Player. Her children love watching
films.
(vi) A lion is an animal. It is very strong.
rtu 2013
Ans
(i) Here the subject (boy) is a person, so relative pronoun used will
be who/whom. We always use who in restrictive clauses.
Thats the body who I told you about last night.
(ii) House is a thing, so we use the relative pronoun that.

Theyve sold the house that I wanted to buy.
(iii) Subject (Helen) is a person so we use relative pronoun who.
Making it a non-defining relative clause, the combined sentence
will be
Helen, who had a car accident, has just arrived.
(iv) The second sentence refers to a place so we use the relative

pronoun where to make a relative clause.
Theyve sold the grocery where I used to go shopping.
(v) Here we make a non-defining relative clause using the relative

pronoun whose which is used for possessive clauses.
My sister, whose children love watching films, has won a DVD
player.
(vi) Here we make a non-defining relative clause using the relative

pronoun which.
A lion is an animal, which is very strong.
4. Find the Relative clauses given in the following sentences.

(i) The boy who sits near me is my cousin.
(ii) People who eat too much die early.
(iii) This is the boy whom I saw yesterday.
(iv) Here is the book you want.
rtu 2011
Ans
A relative clause provides extra information about noun or pronoun.
Relative clauses are written using relative pronouns such as, who,
whom, why, where, that, which etc. Here the relative clauses are
(i) Who sits near me (noun-boy)
(ii) Who eat too much (noun-people)
(iii) Whom I saw (noun-boy)
(iv) You want (noun-book)
In sentence (iv), the relative pronoun that is omitted. The
actual sentence could be
Here is the book that you want.
That can be omitted when it is not the subject of the clause.
******
Chap 13 Common Errors Page 65
CHAPTER 13
Common errors
1. Correct the following sentences:

(i) She is elder than my sister.
(ii) Though he is rich but he is unhappy.
(iii) What is the time in your watch?]
(iv) He is a M.A. in Economics.
RTU 2014
Ans
(i) We use the comparative (elder) and superlative (eldest) degrees
of old only to compare human beings, never for animals or
things. These degrees are always used for the members of same
family. Elder is never followed by than.
Older and oldest are used for both persons or things in
general. It is not necessary that the two persons belong to same
family. So the correct sentence is
She is older than my sister.
(ii) The sentence is erroneous as though need not be followed by

but. To link two clauses, we use just use one conjunction (not
two). So, the correct sentence is
Though he is rich, he is unhappy.
(iii) The sentence is erroneous due to use of incorrect preposition

in. Here we use preposition by which is used to tell the latest
time. So, the correct sentence is
What is the time by your watch?
(iv) Article an is used before a singular noun which begins with a

vowel sound. For example, an orange, an apple, an M.L.A, an
M.P., an S.P., an M.A. etc. So, the correct sentence is
He is an M.A. in economics.
2. Correct the following sentences.

(i) We can not imagined it.
(ii) Ramu does not cleans the rooms daily.
Page 66 Common Errors Chap 13
(iii) Let her watered the plants.

(iv) We shall be watch the movie.
(v) Do your grand mother not like to read religious books?
rtu 2013
Ans
(i) Second form of verb (imagined) is not used with modal verb, so
the correct sentence is
We cannot imagine it.
(ii) This is an interrogative sentence in simple present tense. With

do/does, we use first form of verb. So, the correct sentence is
Ramu does not clean the room daily.
(iii) With Let first form of verb must be used, so the correct
sentence is
Let her water the plant.
(iv) This is an example of future continuous tense, so we use ing

form of verb with be. The correct sentence is
We shall be watching the movie.
(v) Again this is case of simple present case (interrogative sentence).

Here subject is singular (your grand mother) so we use does
instead of do. The correct sentence is
Does you grand mother not like to read religious book?
3. Correct the following sentences.

(i) Neither Kim nor Shelby are to go into the Cave.
(ii) This gift is for Susie and I.
(iii) One of the woman plays on the bowling team.
(iv) There is only three weeks before Thanks giving.
(v) My bag and hat is in the corner.
rtu 2013
Ans
(i). The sentence is incorrect due to improper verb (are) used
according to subject-verb agreement. According to rule,
When two separate singular nouns are denoted through
coordinating conjunctions such as either... or and neither...nor,
the verb chosen is singular. However, when one of these nouns
is plural, the verb chosen is also plural and it is placed closer to
the plural noun. For example:
Chap 13 Common Errors Page 67
Either Geeta or her sister has done this. (Correct)

Either Geeta or her sisters have done this .(Correct)
Remember, choosing a plural verb for a singular noun or putting
a singular noun closer to a plural verb is considered flawed. For
example
Either Geeta or her sisters has done this. (Incorrect)
Either her sisters or Geeta have done this. (Incorrect)
So, the correct sentence is
Neither Kim nor Shelby is to go into the Cave.
(ii) The sentence is erroneous due to use of incorrect pronoun(I).

The correct sentence is
This gift is for Susie and me.
3. Expressions such as neither of the ...., either of the ....., one of

the ...., none of the ...., are generally followed by plural nouns.
So, the correct sentence is,
One of the women plays on the bowling team.
4. Here subject is three weeks which is plural, so according to

subject-verb agreement we use the verb are. The correct
sentence is
There are three weeks before Thanks giving.
5. According to subject-verb agreement, two or more singular

nouns, when they are joined by and require a verb in the
plural. So, the correct sentence is
My bag and hat are in the corner.
******
Page 68 Resume Writing Chap 14
CHAPTER 14
Resume writing
1. What is a resume? Suggest tips for writing a good resume.

rtu 2013
Ans
Resume
Resume is a statement of facts which includes a summary of your
educational and academic background. It includes research experience,
work experience, skills etc. It also gives information about the awards
and honours won. It should also highlight interests, hobbies, etc. In a
nutshell a good resume should give all the information which makes
you a suitable candidate for the job applied for.
Guidelines for Writing a Professional Resume

Employers read resumes to determine experience and qualifications.
Your resume will get a very quick initial read, so it is imperative to
convey the most important information first. The following guidelines
will help you develop a resume that projects a professional image.
1. Keep your resume brief and to the point: The most important
thing of your resume should be your education and experience.
Additional categories may include honors, activities, computer
experience, military service, volunteer experiences, and
scholarships or others. Prioritize information according to its
relevancy. When deciding whether to include an item, ask
yourself, Is this relevant to the job I am seeking? or Does it
enhance my qualifications as a candidate?
2. Your name should be the biggest item on the page: Increase the
font size of your name so that it can be read easily and clearly.
3. Use reverse date order: Your most relevant and sophisticated
experiences or qualification will likely be your most recent ones.
List experiences in reverse date order in each section.
4. Emphasize what you did: A description of your duties,
responsibilities and experience is the most important part of
each experience that you include. Where and for whom is not
nearly as important and the what.
Chap 14 Resume Writing Page 69
5. Use action words and sentence fragments: Refrain from using

complete sentences on your resume. Instead, use sentence
fragments and begin each sentence fragment with a different
action word. Start each sentence fragment on a new line. Avoid
repeating the same action words over and over. Example action
words: planned, implemented, coordinated, organized
6. Focus on recent activities: Include the activities you have been
involved in over the past four or five years. Include all field
experiences, organizations, offices held, committee work, honors
and awards, scholarships, and volunteer activities done recently.
7. Check for spellings and Grammar: Your resume is a
representation of your best work so it is expected to be perfect.
Computer spell checks will catch many mistakes, but will not
catch all of them. Typos that spell another word will slip by, as
will grammatical errors. Ask someone else to review it for you
so a fresh set of eyes can see it.
8. Keep sections together: Avoid splitting major sections between
pages. Keep all of your work experience on the same page, keep
all of your field experiences on the same page, etc.
9. Keep the lay-out simple: Its okay to use some formatting such
as bold and indenting to create white space and an appealing
look. However, using bold, underlines, multiple indents and
italics all on the same page creates confusion. Keep the layout
of resume simple and easy to read.
10. Be consistent with EEOC guidelines: Employers have to follow
all equal employment laws. As a result, they do not want
photographs, marital information, height, weight, health or
any other extraneous information that would infringe on a fair
hiring process. Keep the content of your resume focused on job-
related characteristics.
******
Page 70 Business Letter Writing Chap 15
CHAPTER 15
Business letter writing
1. Write a cover letter for applying to an MNC against the post of

senior engineer.
rtu 2015
Ans
To,
Hiring Manager
Richmond Engineering Services
Delhi
Date: 22 October 2010
Dear Sir/Madam,
I wish to apply for the post of Senior Engineer as advertised in the
Dailyjob newspaper. The position seems an ideal opportunity for me
as it matches my experience, knowledge and career aspirations.
As you can see from my resume, I have amassed over 7 years of

significant, progressive experience in civil engineering projects
within the construction and gas industries. During my career I have
participated in more than 20 civil engineering projects, all of them
were successful.
My progressive engineering experience has provided me with the

opportunity to develop strong client relation building skills and
an ability to lead multi-disciplinary teams. I am experienced at
applying the principles of civil engineering when planning, designing,
and overseeing the construction and maintenance of structures and
facilities.
I enclose my resume for your review and look forward to meeting

with you in the near future. Should you have any questions or
require clarification on any information please contact me at the
below telephone number.
Chap 15 Business Letter Writing Page 71
I would welcome the opportunity to talk to you and I hope that you
will invite me for a interview. I thank you for your time and I look
forward to hearing from you.
Please refer to the attached Resume.
Thank you
Your sincerely
Alok Patel
6/444,Main Road
Raipur
Mobile:
Email:
2. You are a B.Tech. A faculty position in your branch is vacant in a

college. Apply for this position with resume. Invent necessary details.
rtu 2014
Ans
B-8, Dhanshree Tower-1, Central Spine,

Vidyadhar Nagar,
Jaipur-302023
March 15, 2016
The Head of Department of Computer Science

Bharat Institute of Technology,
Bharat Nagar
Jaipur-302030
Subject: Application for the position of faculty in Computer Science

Department
Respected Sir/Madam,
I am writing in response to your advertisement for a faculty position
in the Computer Science Department of your college, as advertised
in Dailyjob newspaper. Because of my extensive coursework and
specialization in Computer Science subjects, my interest in technical
studies, and my commitment in teaching undergraduates, I feel that
I would be an excellent candidate for the position you describe.
My objective as a teacher is to motivate my students to develop
their own learning interests and critical thinkingto establish a

learner-centered environment in the classroom. My enclosed resume
further details my pertinent professional accomplishments in role of
a faculty.
Thank you for your consideration. I look forward to hearing from

you.
Sincerely,
Prashant Kumar
/*Resume*/
Carrier Objective
To pursue a challenging career and be part of a progressive
Organization that gives scope to enhance my knowledge, skills and
to reach the pinnacle in the field of teaching.
Academic Details
B. Tech, Computer Science, Institute of Information
Technology, Jaipur, 2009-13 CGPA 7.16
Class XII: CBSE BOARD, Central School, Jaipur,2008,
Aggregate 78%.
Class X: CBSE BOARD, Central School, Jaipur,2008,
Aggregate 83%.
Skills
Profound knowledge of the Subjects of Computer Science
and excellent teaching skills
Ability to plan, collect material and deliver the lessons in the
class
Highly skilled in using the deferent course books and material
for teaching
Excellent communication and written skills as well as ability
to explain the text
Capacity to arrange the competitions and assess the
performance of the students
Having strong classroom management skills
Personal Profile:
Date of Birth : 2ndFeb., 1989
Sex : Male
Marital Status : Married
Linguistic Proficiency : English and Hindi

Personal strength : Positive attitude, dedication towards
work, Sincere and hard Working
Nature, Keen learner
3. On behalf of the librarian of your college, write a letter of inquiry to

a prominent book seller asking for the latest catalogue and details of
discount offered to libraries.
RTU 2014
Ans
Central Library
Bharat College of Engineering,
Jaipur-302065
Jan 15, 2016
The Manager,
Abhishek Book Distributors,
50-51, Moti Doongri Road,
Jaipur-302040
Subject: Request for catalogue of books and discount offered to

Libraries
Dear Sir/Madam,
This is to bring to your notice that on behalf of our college library
we would like to purchase some new books for the session 2016-2017.
We have selected a few leading book distributors for this purpose.
We have included your prestigious firm in the list, keeping in view
the goodwill it enjoys in the book market.
Kindly send us your latest catalogue and quote your rates and terms
of supply. Also state your discount rates offered to the Libraries
which will be an important consideration before placing an order.
Expecting a favorable reply.

Yours sincerely,
Amit Kumar
3rd Year, B.Tech Student
4. Write a business letter to the electricity board for excessive billing.

rtu 2013
Ans
Consumer no: 285952

6/180, Mahadev Nagar,
Jaipur-302040
Feb 18, 2016
City Electric Supply Unit,

Main Road,
Jaipur-302056
Subject: Regarding Excessive Billing

Dear Sir/Madam
This is to bring to your kind notice that I have received the electricity
bill amounting Rs. 18,300 against electricity consumption for the last
two months at my residence.
The bill appears to be inflated, as I know for certain that our

consumption electricity is not so high as to warrant such a high bill.
I therefore, request you to look into the matter and rectify the
charges as soon as possible so that I can pay the actual bill.
Thanking you in anticipation.
Yours faithfully,
Amit Kumar
5. Write a sales letter to a company, promoting a specific featured

mobile phone, which your company manufactures.
rtu 2013
Ans
SK Communication Technologies Pvt. Ltd.
45, Corporate Market, Lane-4,
Jaipur-302025
Jan 28, 2016
General Manager
Expertise Sales Corporation
24-25, Road No.8, New Market,

Jaipur-302012
Dear Sir/Madam,
We introduce ourselves as one of the most leading mobile
manufacturing company in India. We are pioneer in the manufacturing
of mobiles since 2005. It is one of the most reliable companies in the
market today due to its quality products. We manufacture a variety
of phones of different ranges.
We are proud to introduce to you to our latest launched mobile

phone Veta2.We can assure you that we never compromise on our
quality standards and are one of the best in the market at present.
This product has its grasp on overseas market also and has a very
good repute. Our products are available at very competitive prices.
Our new product is attracting a great positive feedback from the
customers. And many of our clients are fully satisfied with it.
We assure you that you will be satisfied with its results and humbly
request you to try this in your centres. We are hoping for a better
business deal with you.
Thanking You,
Sincerely,
Amit Kumar
Vice President
SK Communication Technologies Pvt. Ltd.
6. Draft a letter of complaint to Messers Grant Electronics for supplying

defective voltmeters.
rtu 2009
Ans
Rajasthan Industries,
416,VKIA,
Jaipur-302040
March 10, 2016
Grant Electronics,
L-52, Old City Market
Delhi-111016
Subject: Complain of product quality in Order No. REE/VM/100

Dated Feb 18, 2016
Dear Sir
This refers to your recent dispatch of 50 voltmeters covered in our
above-mentioned order. While using these voltmeters in labs, our
technicians have reported complaints about the defective quality of
the products. Total 16 voltmeters were found defective and need to
be repaired or replaced.
We have been doing business with your company for the past four
years and have always been satisfied until today. For the reason,
please let us know as soon as possible what your company intends to
do to rectify this situation.
Sincerely
Amit Kumar
7. Assuming that you are the Purchase Officer of Duro Garments

Enterprises, Chetak Road, Ajmer, place an order for the following
items with the Modern Furniture Mar, Tripolia Bazar, Jaipur-302001:
1. Office chairs :20
2. Steel almirahs : 07
3. Wooden tables : 15
4. File racks : 25
rtu 2004
Ans
Duro Garments Enterprises,

Chetak Road,
Ajmer
Date: Jan 15, 2016
The Manager
Modern Furniture Mart,
Tripolia Bazar,
Jaipur-302001
Subject: Purchase Order for office furniture

Dear Sir
Thank you for sending your catalog so promptly. It arrived within

a few days of our request. We are pleased to inform you that your
quotes prices and terms & conditions are favorable to us. Therefore,
we are placing an order of the following items:
S.No. Item Name Model No. Quantity
1. Office Chairs CHS2152 20
2. Steel Almirah STAL80 07
3. Wooden Tables WTAB968 15
4. File Racks FRAC856 25
Please send the following items by a suitable transport to our above-

mentioned address. Also send the invoice of above purchase order
and your payment details. We will make the final payment through
demand draft.
Sincerely,
Amit Kumar
Purchase Officer
Duro Garments
******
Page 78 E-mail Messages Chap 16
CHAPTER 16
Email messages
1. Considering yourself as Amit kumar of the Hindu College, write an

e-mail to the principal requesting him to arrange extra classes for
Mathematics.
rtu 2015
Ans
To: prinicpal@hinducollege.ac.in
Subject: Request to Arrange Extra Classes For Mathematics
Dear Sir,
I, on behalf of B.com First Year Class, bring to your kind notice

that our final exams are approaching but we are anxious that our
course in Mathematics has not fully been completed so far. Our
Mathematics teacher was on a leave for quite a long time due to his
poor health.
May I, therefore, request You to arrange some extra Mathematics

classes for the sake of our study and oblige thereby.
Thanks & regards

Amit Kumar
2. Which basic e-mail etiquette rules and techniques should be kept in

mind while writing e-mail messages?
Rtu 2014
Ans
Followings are the simple email etiquette rules to write effective
emails:
1. Use short, descriptive subjects: This will help the recipient as
well as yourself if you ever need to find the email again. If
previous email threads are used to open a new email thread,
change the subject of the new email thread to avoid confusion.
2. Start courteously: A balance between formal and friendly is
ideal for the first contact. Writing in a conversational manner
Chap 16 E-mail Messages Page 79
can come across as too casual, while a formal approach can

seem stern or impersonal. In short, be reserve your attempt to
write like you are addressing a close business contact for later
communications.
3. Write well-structured emails: Do not make an email longer than
it needs to be. Remember that reading an email is harder than
reading printed communications. Use bullets when possible.
4. Keep emails short and concise: Short and concise emails are
more effective than longwinded emails. If the email is too long,
recipients will only skim over the content.
5. Do not write emails in capitals: Capitals in emails come across
as AGGRESSIVE. Usually this is not the intention of the
sender, but nevertheless the recipient can be intimidated by use
of capitalization.
6. Do not use abbreviations such as OMG and LOL: This is not
appropriate for business communications.
7. Use a spelling checker: Embarrassing spelling errors can easily
be avoided.
8. Read your email before sending Many people dont bother to
read an email before they send it out. A spelling checker cannot
eliminate all errors and typos. Simply by rereading an email
before it is sent out will help you reduce errors and improve the
effectiveness of your message.
9. Do not send unnecessary or large attachments via email: If
possible include a link to a downloadable document instead.
Large attachments (over 10 MB) are highly likely to be blocked
along the way.
10. Only mark emails as important if they really are important:
Over usage of the high importance option will obtain the
adverse affect.
11. Be careful using Reply to All: Make sure that everyone from
the original email really needs to see your response.
12. Include the message thread: It is better to include the message
thread so that the recipient can browse through the history of
the conversation without having to search through their inbox.
13. Include an email signature: Check if the company is adding
email signatures centrally at the server level or whether you
should add your own. Read these tips for creating a professional
email signature.
14. Send a complete response: If you are replying to an email
Page 80 E-mail Messages Chap 16
with questions, make sure you reread the original email before
sending your reply to make sure that you have answered all
questions.
3. Write a short congratulatory email to the sales team for achieving

their target.
rtu 2013
Ans
To: sales Team
Subject: Congratulations for achieving Quarterly Sales Target
Dear team,
It gives me immense pleasure to write to you today to congratulate
you on the phenomenal success you achieved on this quarters sales
targets. I really appreciate all the efforts and hard work you have put
to achieve these targets.
You all have proved that you are hardworking and determined and
a valuable asset to the company. I hope in future also we stand
together as a team and achieve our goals.
Thank you one and all.
Yours sincerely,
Amit Kumar
Senior Sales Manager
Infinity Corporations
4. Write a short congratulatory email to friend who has got good marks
in his exam.
rtu 2013
Ans
To: vijaykumar@gmail.com
Subject: Congratulation on your success
My dear Vijay
It was a pleasant surprise to hear that you scored the first rank in
your class first year B.com exams. Many congratulations to you on
your remarkable success! This great news thrilled all of us and we
are so proud of you. With such brilliant results in the beginning of
college, you are set to make a mark in your future education.
Chap 16 E-mail Messages Page 81
I wish you all the best for your future career. We hope you keep
succeeding with such flying colors and always make all of us proud
of yourself.
Wish you as bright a future as your present.
With warm regards

Anishsen Gupta
******
Page 82 Telephone Etiquettes Chap 17
CHAPTER 17
Telephone etiquettes
1. What things should be kept in mind while making and receiving

phone calls?
Rtu 2014
Ans
In the business world, telephone conversations take place before the
actual meeting and also form an important part of many business
transactions and hence, it is essential to keep in mind certain things
while making and receiving calls.
Making a Call
1. It is wise to make a written note of things that you need to
convey to the person before making a call, lest you forget.
2. It is essential to identify yourself and your company first when
starting the conversation.
3. If your call was expected or planned prior, it is essential to make
the listener realize that, in brief, in case he/she has forgotten.
4. Tell the person the intention of your call in brief. If it is a
receptionist, it is still advised to explain the intention of your
call.
5. When talking to the required person, talk clearly, slowly and
precisely. It is embarrassing to be asked to repeat what you just
said.
6. Also, make proper and timely responses in the formal yes and
no manner. Never use the informal way of yeah and nope.
7. While ending the call, thank the person politely for his time.
Examples:
Good morning, this is (name) from (name of company).
Please may I speak with (name).
Hello, this is (name) from (name of company). I am returning
call from (name), is he available?
Chap 17 Telephone Etiquettes Page 83
Receiving a Call
1. As hello is the proper way of starting a conversation, it is also
an appropriate form of greeting the caller while receiving calls.
2. You can even receive calls by identifying yourself and your
company.
3. It is advisable to try to answer business calls as pleasingly as
possible as the tone of the voice can be easily recognizable and
can make a great impression.
4. While receiving business calls, it is advisable to pay attention
and stop other activities like reading, talking to others, chewing
gum, attending other calls.
5. If inquired whether certain Mr. ABC is available or not, do not
reply with a curt no. The perfect answer should be I am sorry,
Mr. ABC is not available at this time, may I take a message?.
6. If a person is not available, it is better to convey the reason to
the caller briefly.
7. You should never hang up before the caller does so. Also,
be gracious in your goodbyes as that can help in future
communications.
Examples:
Thank you for calling (name of the company). This is (name),
how may I help you?
Hello, (name) speaking.
(The callers name), will you hold while I look for information/
person?
Thank you for calling.
2. What is the importance of Telephone Etiquettes?

rtu 2013
Ans
For most types of businesses the telephone plays a major part in daily
operations. This is because businesses need them in order to call out
and contact vendors, business associates, and clients or customers.
They are also valuable in that they open a door of communication
with customers by allowing them to contact the business at any time
during its hours of operation. As important as the phone is, it is just
as important that businesses know the difference between what is
good and what is bad phone etiquette.
Page 84 Telephone Etiquettes Chap 17
They must understand that how they interact with clients and
business associates over the phone will either portray them in a
positive light or a negative one. In the hands of a poorly trained
employee, manager, or business owner, telephone use can have
an extreme negative effect on the business. For this reason, it is
important that companies properly train their employees on good
and bad phone practices.
Good Phone Etiquette Increases Customer Satisfaction

Telephone etiquette is one of the key components to customer
satisfaction. Customer service representatives need to be well versed
in product or service knowledge and possess the skills to positively
share that information with customers. Representatives who do not
have good phone etiquette are a liability and will negatively impact
sales and customer retention. However, representatives who have
good phone etiquette will decrease escalations, increases sales and
improve customer satisfaction. Telephone etiquette is an integral
part of customer service training and a key indicator of not only
customer satisfaction, but employee satisfaction.
******

CT Solved Paper

Transféré par

Informations du document

Copyright

Formats disponibles

Partager ce document

Partager ou intégrer le document

Options de partage

Avez-vous trouvé ce document utile ?

Ce contenu est-il inapproprié ?

Droits d'auteur :

Formats disponibles

CT Solved Paper

Transféré par

Droits d'auteur :

Formats disponibles

Add 9461443210 in Your Class Group to Get All

PDFs of 2nd Semester Solved Paper and Text Books.

SEMESTER 2ND, RTU KOTA

Send Your Following Details to 94614 43210

by whatsapp to get Ebook of solved paper in your

Page 2 Initial Pages CT Chap 1

Printed by Nodia and Company, Jaipur

Chap 1 Initial Pages CT Page 3

1. Communication: Meaning, Importance and Process 1

3. Media and Types of Communication 9

4. Verbal and Non-Verbal Communication 12

5. Formal and Informal Channels of Communication 20

6. Qualities of Good Communication 26

10. Subject-Verb Agreement 49

11. Linking Words 52

12. Relative Clauses 58

13. Common Errors 65

14. Resume Writing 68

15. Business Letter Writing 70

16. E-mail messages 78

17. Telephone Etiquettes 82

Page 4 Initial Pages CT Chap 1

Unit 2 : Basics of Communication

Unit 3 : Skills of Communication

Chap 1 Communication Techniques 2015 Page 1

C ommunication Techniques 2015

Q.1 Describe any two qualities of good communication. 16

Q.1 What are the various path of communication? 16

Q.2 What is non-verbal communication? How does it differ from

Q.2 What are the qualities of good communication? 16

Q.3 Discuss the barriers to communication. 16

Q.3 Mention the grapevine with pros and cons. 16

Q.4 Rewrite the following sentences with proper subject-verb

Page 2 Communication Techniques 2015 Chap 1

Q.4 Identify the underlined parts of speech in the following

Q.5 Considering yourself as Amit kumar of the Hindu College,

Chap 1 Communication Techniques 2014 Page 1

C ommunication Techniques 2014

Q.1 (a) What do you understand by Communication? Why is

(b) Explain the objectives of communication. 8

Q.1 (a) Explain the process of communication, giving examples. 8

(b) Why is downward communication regarded so important?

(b) Explain the qualities of good communication. 8

(b) Make distinction between formal and informal channels of

Q.3 (a) What are the communication barriers? 8

(b) What do you understand by professional communication? 8

Q.3 (a) How to Overcome communication barriers? 8

(b) How is professional communication useful for organizations? 8

Page 2 Communication Techniques 2014 Chap 1

(b) Fill in the appropriate conjunctions. Choose from the

Q.4 (a) Combine the sentences using relative pronoun: 8

Chap 1 Communication Techniques 2014 Page 3

(b) Correct the following sentences: 8

(b) On behalf of the librarian of your college, write a letter of

Chap 1 Communication Techniques 2013 Page 1

C ommunication Techniques 2013

Page 2 Communication Techniques 2013 Chap 1

(ii) Psychological Barriers

Chap 1 Communication Techniques 2013 Page 3

(iii) One of the woman plays on the bowling team.

Chap 1 Communication Meaning, Importance and Process Page 1

1. What do you understand by Communication? Why is

Importance of Communication Skills

Page 2 Communication Meaning, Importance and Process Chap 1