Techincal Communication

BITS Pilani
Pilani Campus
BITS ZG659:
Technical
Communication
Learning Objectives (Ref Chapter 1 &3)
1. Understanding the concept of communication

2. The importance of communication
3. Grasping stages of the communication
process
4. Characteristics of Communication
Communication :Defined and Explained

Communication is the transfer of information
and understanding from one person to another
person. It is a way of reaching others with
facts, ideas, thoughts and values.
Keith Davis
Communication is a word of Latin origin
Communico or communicare, which means
to share.
Conti..
Transmission and interchange of facts, ideas ,
feelings or course of action.
Most common medium of communication is
language not only language we use codes and
symbols in order to communicate.
Technical Communication
BITS ZG659
Course No.
It is a process where by one may express ideas

through the use of symbols and other audio- visual
aids.
The transmission from one person to another of
necessary information , feeling or ideas with a view
to eliciting a sensible reaction from the receiver or
communicator.
For effective communication there should be
cooperation among sender and receivers
Without a common purpose , background and interest
there can be no effective communication.
BITS ZG659
Course No.
Text Book: Sharma, R.C. and K Mohan. 2011 Business Correspondence

and Report Writing. Fouth Ed. Tata McGraw Hill
Message
Sender
Receiver
Channel
Sent
Received
Semantic gap
Feedback
Process of Communication
Shannon Weaver Model
Response
Reference Book: Raman, Meenakshi and Sangeeta Sharma, 2011

Technical Communication: Principles and Practice, 2/e. New Delhi OUP.
Sender
Message
encoded
Sent
Message
Receiver
Channel
Received
Message
Feedback
Shannon Weaver Model
Message
Decoded
Response
Elements of communication Process

Communication is the process involving the
transmission and reception of symbols eliciting
meaning in the minds of the participants by making
common their life experiences.
Baird Jr. E John
Sender- sender is the person who originates the

message and is therefore the information
source ( or encoder )
BITS ZG659
Course No.
Receiver
The receiver is the person to whom the message is
communicated and who interprets or decodes the
message.
Receiver participate activity in the communication
process. He is the potential destination of the
message. The receivers active participation in the
communicating process implies that he is also the
turning point , since the feedback originates from the
receiver.
BITS ZG659
Course No.
Message is the content or what is communicated.

Channel is the carrier through which or by which the
message is transmitted to the receiver. The choice of
the channel and the type of symbols is determined by
the situation. E.g. if a doctor talks to a doctor he will
use technical language , language particular to his
profession but when talking to his child, he will use
simple everyday language and speaks in an informal
manner.
Choice of channel and the type of symbols is
determined by the situation (doc-doc-child).
BITS ZG659
Course No.
Feedback
Feedback the observation of the receivers response by
the sender is called feedback. After the receiver has
received and interpreted the communication his
answer lies in feedback (which will consist of
additional information). As with most form of
communication feedback can be verbal or non-verbal
depending upon the receivers preference. (feedback is
an individuals reaction to your message that lets you
know how effectively you have communicated.)
BITS ZG659
Course No.
Feedback may be either direct or delayed.

Direct feedback occurs when you are in the
receivers presence or on the telephone for
example suppose you write an assignment and
show it to your teacher. He or she reads it in
your presence and then looks up and says,
congratulations. you did a fine job. In this
instance feed back was direct, verbal and
positive.
BITS ZG659
Course No.
Semantic gap- semantic gap arises when the

meaning that you want to convey is not the
intended one. Instead of what you want to
convey something else is conveyed.
When the meaning that is communicated is
something different than the one that you
wanted to communicate.
BITS ZG659
Course No.
Spot the Error in the diagram
Sender
has an
Idea
Sender
converts
the Idea
into words
or gestures
Message
travels
over
channel
Ideation
Encoding
Transmission
Receiver
decodes
the
message
Decoding
Receiver
Responds
Feedback
Sender
Message
3
Channel
Receiver
Feedback
Five elements of Communication
Process
Dynamic
Two Way
Contextual
Cultural
Arbitrary
Ubiquitous
Symbolic
Features of Communication
Process
Two Way
Cheval (French)
Uma (Japanese)
El Caballo (Spannish)
Pherd (German)
Arbitrary
Elorshrit (Russian)
Ghora (Hindi)
Ubiquitous
Cultural
Symbolic
BITS Pilani
Pilani Campus
Communication Flow and Types
Learning Objectives (Ref Chapter 1 &3)

1. Various Flows of Communication
a) Upward,
b) Downward,
c) Lateral
2. Types of Communication
a) Interpersonal,
b) Intrapersonal,
c) Mass,
d) organizational,
e) extra personal
Typical features of communication
Two way process

Continuous/Ongoing
Functional
Commulative process
Irreversible
Contextual
Complex
Inevitable
Types
Communication
Verbal
Oral
Written
Non verbal
-Signs
-Symbols
-Body Language
ORAL
Face to face
Conference
Telephonic
Panel Discussion
Group
Symposium
Meeting
Presentation
Seminar
Interview
ORAL COMMUNICATION
Advantages
Adjustable
Imm. Clarification
Time
Persuasion &
control
informality
Cost
Convenient/reliable
for Groups
Limitations
Future ref not
possible
Not-effective if
poor speaker
Not suitable for
lengthy details
Distortion
Poor retention
WRITTEN
e mail
Letter
Fax
Report
Memorandum
Proposal
Notice
Research paper
Circular
Press release
Written Communication
Advantages
Most wanted
Permanent
Legal evidence
Accurate
Suitable for
lengthy &
complicated
Limitations
Limited only to
Literates
Costly, time
consuming
Formal
Delayed feedback
Professional Communication
Use of effective language for conveying a
commercial/ industrial message to achieve a
predetermined purpose
Concerned
with
business
activities
-characterized by certain formal elements
-impartial & objective
-certain complex writing techniques
Characteristics
contd..
Clear unambiguous
Concise direct, precise
Correct specific, accurate
Complete self contained
Courteous cordial, polite
Impartial and objective
Communication Flow
Information flows in an organisation both
formally and informally. Information of various
kinds flowing through formal channels, such
as policy or procedural changes, order,
instructions , etc. is classified as formal
communication.
This types of communication can flow in
various directions downwards, upwards,
lateral, or diagonal.
Downward Communication
Downward communication flows from a
manager, down the chain of command. When
mangers inform ,instruct, advise, or request their
subordinates, the communication flows in a
downward pattern.
Such communication increases awareness about
the organization among subordinates and
employees and enables managers to evaluate the
performance of their subordinates.
Upward Communication
When subordinates send reports to inform
their superior or to present their findings and
recommendations, the communication flows
upward.
This type of communication keeps mangers
aware of how employees feel about their jobs,
colleagues and the organization in general.
Impediments of Upward flow
Less chance of open communication

Fear
Lack of adequate communication skills
Differing frame of reference
Lateral or Horizontal communication

This form of communication takes place
among peer groups or hierarchically
equivalent employees.
Such communication is often necessary to
facilitate coordination, save time, and bridge
the communication gap among various
departments.
Horizontal Flow and Obstacles
Poor Communication skills

Prejudice
Ego
Avoiding Communication
Diagonal or Cross-wise Communication
Diagonal flows in all directions and cuts across
functions and levels in an organisation.
When a sales manger communicates directly with the
Vice President(Production) , who is not only in a
different division, but also at a higher level in the
organization, they are engaged in diagonal
communication.
LEVELS OF
COMMUNICATION
o
o
o
o
o
EXTRAPERSONAL
INTRAPERSONAL
INTERPERSONAL
ORGANIZATIONAL
MASS
EXTRAPERSONAL
Communication between human beings and nonhuman entities.
Most examples include communication with pet
dogs or parrots.
Requires perfect coordination and understanding
between sender and receiver.
Predominantly sign language.
INTRAPERSONAL COMMUNACATION
Takes place within the individual
This kind of communication pertains to thinking and
directly involves the functioning of the brain.
This subconscious communication occurs everytimewhile communicating with others and processing
information, while self motivating etcetera.
INTERPERSONAL
Most common form of communication-that
between people.
There are few participants involved, the interact ants
are in close physical proximity to each other, many
sensory channels are used and the feedback is
immediate.
It can be formal and informal
ORGANIZATIONAL COMMUNICATION
IT CAN BE OF THREE TYPES:
Internal Operational- Communication for conducting
work within the organization.
External Operational-Work related communication
done by organization with outside world.
Personal-Communication within an organization
without purpose as far as business is concerned.
MASS COMMUNICATION
It basically comprises media such as television,
journals, newspapers, books, internet, etc. It has
the following three important characteristics:
Large Reach
Impersonality
Presence of a gatekeeper and regulator
LEVELS OF
COMMUNICATION
o
o
o
o
o
EXTRAPERSONAL
INTRAPERSONAL
INTERPERSONAL
ORGANIZATIONAL
MASS
EXTRAPERSONAL
Communication between human beings and nonhuman entities.
Most examples include communication with pet
dogs or parrots.
Requires perfect coordination and understanding
between sender and receiver.
Predominantly sign language.
INTRAPERSONAL COMMUNACATION
Takes place within the individual
This kind of communication pertains to thinking and
directly involves the functioning of the brain.
This subconscious communication occurs everytimewhile communicating with others and processing
information, while self motivating etcetera.
INTERPERSONAL
Most common form of communication-that
between people.
There are few participants involved, the interact ants
are in close physical proximity to each other, many
sensory channels are used and the feedback is
immediate.
It can be formal and informal
ORGANIZATIONAL COMMUNICATION
IT CAN BE OF THREE TYPES:
Internal Operational- Communication for conducting
work within the organization.
External Operational-Work related communication
done by organization with outside world.
Personal-Communication within an organization
without purpose as far as business is concerned.
MASS COMMUNICATION
It basically comprises media such as television,
journals, newspapers, books, internet, etc. It has
the following three important characteristics:
Large Reach
Impersonality
Presence of a gatekeeper and regulator
Discussion of sample Questions

Q.1. Can We afford not to communicate?
Q.2. What do we mean by continuous and
cumulative aspects of communication?
Q.3. Feedback in communication may be in
various forms. Explain.
Q.4. Effective communication is the backbone of
successful organizations. Comment.
Non verbal Communication

Exchange of information through
nonlinguistic signs or symbols
All external stimuli other than spoken or
written words and including body motion,
characteristics of appearance, voice and use
of space distancing.
Non verbal Communication

No substitute for verbal
Only supplements/reinforces
Efficiency is non verbal makes up the
deficiency in verbal.
More Impact
7% verbal 38% vocal 55% nonverbal
Nonverbal Behavior Helps Establish

Speaker Credibility
Nonverbal speech
behavior affects
speaker credibility- the
audiences perception
of the speakers
competence,
trustworthiness, and
character.
BODY LANGUAGE
KINESICS Branch of Learning
Aspects
Personal
Appearance
Facial Expression
Posture
Gesture
Eye Contact
Space, Distancing
Touch
Non verbal cues

or
Visible codes
1. Personal Appearance
The Person
The Attire
The Accessories
+Ve
or
_Ve
impact
Person :Highlights: hair, beard, colour

of skin, grooming, age, cleanliness &
attractiveness
,
Attire dress (clothing)

Speaks loudly about our general
attitude, behavioural
preferences, confidence,
occupation, personality, power,
status & values
Accessories - Appendages
- Other than garments.
- Either enhance the p.a. or detract
from the p.a.
- Spectacles, false eye lashes/nails,
ties, rings,bangles tattoos, buttons,
cosmetics etc.
2. FACIAL EXPRESSIONS
Convey Emotions
Betray feelings
Should Exude
Confidence,Conviction and Calm
Face: Index of Mind
FACIAL TYPES
Inhibited
Uninhibited
Unwitting
Blank
Substitute
Frozen
3. POSTURE
The way one stands, sits or walks
Movement of the body, position
of hands/legs & other parts
Measure of personality, success
of communication
Vary according to situations
Body Movement
Body Movement and
Presentation Aids
positioning your body
so that it is oriented
toward the audience is
critical, especially when
using visual aids.
4. Gestures
Any action that sends a visual signal
to an onlooker (An observed action)
What signals are being received is
important
Well- timed drive home your ideas
Enhance impact, add a greater value
Gestures and Body Movement

use gestures to fill in
meaning gaps in the
same manner as you
would in everyday
conversation.
5. Eye Contact
Leads to more effective commn
Shows whether speaker is sincere &
listener is interested
Enables to alter/adjust/reframe
Establishes rapport
Keep shifting
6. Space Distancing
Concept Important for
nonverbal commn
Formal, Informal, Public
Formal 4-12 feet
Public 12-30 feet
7. Touch
Body contact
Intention,context,interpretation,
relationship
Functional/professional,social,
friendship, intimacy,sexual
Culture specific
The Voice
in
Delivery
The Voice in Delivery
Volume
Pitch
Rate
Pauses
Pronunciation and Articulation
Volume
The relative loudness of
a speakers voice while
giving a speech.
Loudness depends on:
size of room/number of
persons
availability of a
microphone
background noise
Pitch
The range of sounds from high to low.
It powerfully affects the meaning associated
with spoken words.
conveys mood
reveals level of enthusiasm
expresses concern for the audience
signals your overall commitment to the occasion
Rate
the most effective way
to hold an audiences
attention and convey
the meaning of your
speech.
speaking rate- the
speed with which a
speaker talks.
Pronunciation and Articulation

pronunciation- the correct
formation of word sounds.
articulation- saying words with
clarity and forcefulness so they are
individually audible and
discernible.
Pauses
Pauses are important strategic elements of a
speech that enhance meaning by providing:
a type of punctuation
emphasis of a point
attention to a key point
a moment for listeners to contemplate what is
being said*
Summing up
Visible code is as important as
verbal codes
Training in the use of v.c.is as
essential as ..
V.C. are culture specific
Non - Verbal
Kinesics
Oculesics
Proxemics
Haptics
Chronemics
Paralingual
( Body Movement)
( Eye Contact)
( Personal Space)
(Body Contact)
( temporal)
( vocal cues)
- Sign Language
(Gestures)
- Action Language
(Posture)
- Object Language
(Material Things)
intentions, views, emotions, social

status, personalities revealed
BITS Pilani
Pilani Campus
Lecture 2: Communication Barriers
Objective of the Chapter

To explain the possible barriers that can
distort communication
How these barriers can be overcome
The tips which can contribute in our becoming
effective communicator
Technical Communication Course

No.BITS ZG659
Introduction
A barrier to communication refers to any obstacle
which comes in the way of smooth flow of
information between the sender and the receiver.
Barriers are undesirable as they result in
miscommunication, misunderstanding, confusion
and even conflict.
Noise is another undesirable element in the
communication process which interferes with the
flow of information.

No.BITS ZG659
Conti..
Noise here does not mean cacophony, but a break in
communication process.
Noise may be defined as the disruption or
interference in the communication process anywhere
along the way.
It can occur at any point along the communication
process, i.e. it can occur when the message is flowing
from the sender to the receiver or when the
feedback is being transmitted from the receiver to
the sender.
No.BITS ZG659
Classification of Barriers
we can classify the barriers of communication
according to the processes of message
formation and delivery, we get them at three
levels.
organizational
Intrapersonal
Interpersonal

No.BITS ZG659
Organizational Barriers
Communication barriers are not only limited
to an individual or two people but exist in
entire organizations. The main organizational
barriers are:
Too many Transfer stations
Fear of Superiors/Hierarchical Barriers
Negative Tendencies
Use of Inappropriate Media
Information Overload
No.BITS ZG659
Fear of Superiors/Hierarchical Barriers

In an organization, communication transmission
must flow through certain channels which are
established by the organizational hierarchy.
Usually, the subordinates do not find it easy to
communicate their problems to their superiors.
For example, an employee may not be pleased with
the way his boss works but is unable to put his point
across because of losing his bosss good will.
As a superior, it is essential to create an environment
which enables people to speak freely.

No.BITS ZG659
Too many Transfer Stations

The more links there are in a communication chain,
the greater are the chances of miscommunication.
Suppose your professor asks you to convey a
message to John. You, because
of some
inconvenience or sheer laziness, ask your friend Sam
to do this job. Now, there are four people involved in
this communication channel.
In such situation the message gets distorted as a
result of the increase number of transfer stations.

No.BITS ZG659
Negative Tendencies
Many organizations create work groups. These groups may be
formal or informal, and generally consist of people who share
similar values, attitudes, opinions, beliefs, and behaviors.
On some occasions, it is possible to have a communication
barrier due to confliction of ideas between members and nonmembers of a group.
For example, student member of the sports club of an
educational institute may be annoyed with nonmembers
who oppose the clubs demand for allocating more funds to
purchase sports equipment.

No.BITS ZG659
Use of Inappropriate Media

Some of the common media used in organizations are graphs
and charts, telephones, e- mail, telephones, films, slides, and
video conferencing.
While choosing the medium we should consider the following
factors.
Time
Cost
Type of message
Intended audience
The telephone , for instance, would not be an ideal medium
for conveying confidential information.
No.BITS ZG659
Information Overload
Communication load is one of the major barriers to
communication. Through the astonishing variety of
communication media, we are bombarded with messages
from morning till night. This is known as information overload.
Very often, vital, relevant information gets mixed up with too
many irrelevant details, and therefore goes ignored by the
receiver.
Thus , the quality of the information is much more important
than the quality.
Screening of information is mandatory to reduce information
overload.
Messages should be directed only to those people who are
likely to benefit from the information.
No.BITS ZG659
Intrapersonal Barriers
Intrapersonal barriers due to individual
differences in terms of experience, education,
value, and personality.
Each of us interpret the same information in
different ways as our thinking varies.
Let us explore all the causes that lead to these
intrapersonal barriers:

No.BITS ZG659
Conti..
Wrong Assumptions
Varied perceptions
Differing background
Wrong inferences
Impervious categories
Categorical thinking

No.BITS ZG659
Wrong Assumptions
Wrong assumptions are generally made
because the sender or the receiver does not
have adequate knowledge about each others
background or entertains certain false
notions, which are fixed in their mind.
Accept complete responsibility both for
understanding and for being understood.

No.BITS ZG659
Varied Perceptions
Different individuals perceive the same thing
differently. Differences in perception arise because of
individual differences , different job experiences,
educational backgrounds, value systems and so on.
Francis Bacon has said , Man prefers to believe
what he prefers to be true.
The individual experiences and their interpretations
are never identical because their perceptions are
different.

No.BITS ZG659
Cont..
For example, if two friends see a movie together,
their interpretation, of the events and the characters
in it will be certainly different.

No.BITS ZG659
Differing Background
People vary in terms of their education, culture,
language, environment, age, sex, financial status, etc.
Our background plays a significant role in how we
interpret the message. At times, something not
experienced by you earlier will be difficult to
interpret or appreciate.
Suppose a teacher talks about his rock climbing
adventure. Those students who have had the
experience of trekking may be able to appreciate the
professors talk, while others who have never been
trekking may not find it interesting at all.
No.BITS ZG659
Wrong Inferences
What we directly see, hear, feel, taste, smell or can
immediately verify and confirm. But the statement
that goes beyond the facts and the conclusions
based on facts are called inferences.
When we travel in the state transport bus, we infer
that we may reach safely at our destination, but this
inference may not prove correct if the bus is caught
in some accident.

No.BITS ZG659
In the business fields, it is also essential to make such

inferences. Marketing specialist, advertisers, architects,
engineers, designers, are all required to draw, inferences.
But when non experts draw inferences without trying to
verify facts, they get into communication trouble.
Let us suppose that the manger observes that a
particular worker has been leaving the office one hour
late every day for the last two weeks. What can be
inferred from this observation? Is he extremely
conscientious and does not mind even staying overtime?
Is he inefficient and cannot finish his work in time?
Obviously not all of these inferences can be correct. A
wrong inference can surly be a barrier to perfect
communication.
No.BITS ZG659
Impervious Categories
People who are very rigid in their opinion may face
problems in communicating effectively. For example,
one of your fellow students may think that only
students of science are good in reasoning ; another
might be of the opinion that young executives are
more efficient than older ones. Such people fall into
impervious categories, because they may not be able
to accept deviation from their points of view.

No.BITS ZG659
Categorical Thinking
This type of thinking exists in people who feel that
they know everything about a particular subject, and
therefore refuse to accept ant further information on
that topic.
For example, in a General Body meeting of your
organization , you are to be briefed about the annual
budget. However, you do not pay attention because
you fell you have already been briefed about it by
your secretary the previous day.
No.BITS ZG659
Interpersonal Barriers
Intrapersonal barriers stem from an individuals
attitudes or habits, whereas interpersonal barriers
occur due to the inappropriate transaction of words
between two or more people. The two broad
categories into which this barrier can be classified
are:
Inefficiency in communication skills
Negative aspect nurturing in the climate
Interpersonal barriers creep in as a result of the
limitations in the communication skills of encoder or
decoder, or both. In addition, they may also because
of some disturbance in the channel.
No.BITS ZG659
Conti..
The most common reasons for interpersonal barriers
are:
Limited vocabulary
Incongruity of verbal and nonverbal messages
Emotional outbursts
Communication selectivity
Cultural variations
Poor listening skills
Noise in the channel
No.BITS ZG659
Limited vocabulary
During your speech, if you are at a loss for words,
your communication will be very ineffective, and you
will leave a poor impression on the audience. On the
other hand, if you have a varied and substantial
vocabulary, you can create an indelible impression on
your listeners.
Do remember that merely having a good vocabulary
is of no use unless the communicator knows how to
use it.
No.BITS ZG659
Incongruity of verbal and non-verbal

messages
The stark difference between the verbal and non
verbal aspects of a communicator leaves listeners
feeling confused and puzzled.
Imagine a situation where your CEO introduces the
newly recruited middle level manager to the other
employees. In a small speech, he conveys the
message that he is very delighted to have the new
manager appointed in his office. However, the
expression on his face shows the opposite of what he
is saying.
No.BITS ZG659
Emotions
Emotional states of mind play an important role in the act of
communication. If the sender is perplexed, worried, excited ,
afraid, nervous, his thinking will be blurred and he will not be
able to organize his message properly. The state of his mind is
sure to be reflected in his message.
In Jane Austens Pride and Prejudice, Mr. Darcy writes a
lengthy letter of explanation to Elizabeth. Elizabeth already
prejudices and angry, has almost decided to reject the
explanation before she has stared reading it. But when she
has cooled down and takes up the letter again, she finds that
every statement made by Mr. Darcy is true.
A moderate level of emotional involvement intensifies the
communication whereas too much emotional involvement
can be an obstacle to communication.

No.BITS ZG659
Communication Selectivity
If we do not like the exposure to the message which
does not support our views and opinions, we prefer
to be inattentive or selective. We do this because we
are interested in that part of the message which may
be of use to us.
But in face to face communication, it is
somewhat difficult to be directly inattentive. When it
comes to a theater show or TV programmers it is
easier to walk out of the theatre or to turn off the
television set if we dislike the performance or the
programme.
No.BITS ZG659
Cultural Variations
As business are increasing across national
boundaries to compete on a global scale, the
outlook of global and domestic work force has
changed drastically.
The management and employees of such
companies need to closely observe the laws,
customs, and business practices of their host
countries,
while
dealing
with
their
multinational work force.
No.BITS ZG659
Poor Listening Skills

Bad listening is one of the major communication problems.
Most people do not listen very well due to various
distractions,
emotions,
excitements,
indifference,
aggressiveness and wandering attention.
One of the major reasons for bad listening is an individuals
continual thinking about his own problems and worriers.
For example an employee may get engrossed in worrying
about the sickness of his daughter rather than listening to the
instructions given by his department manger.

No.BITS ZG659
Noise in the Channel

Noise interferes with the transmission of the signals. Noise is
any unwanted signal which acts as a hindrance in the flow of
communication.
This disturbance is usually in the form of sounds, but it need
not be always the sounds. It can be in visual, audio-visual,
written, physical or psychological form also.
Technical or physical noise refers to the din of machines, the
blare of music from a stereo system etc.
Human noise can be experienced when, for instance,
employees gather for a meeting and a member arrives late
distracting everybody's attention.

No.BITS ZG659
BITS Pilani
Pilani Campus
Chapter 4: Active Listening
Objective of the Chapter

Understanding the process of listening
Learning to differentiate between hearing and
listening
Understanding different types and traits of
listening
Knowing how to differentiate between active
and passive listening

No:BITS ZG 659
The Listening Process
The Listener
hears
sounds and
does focus on them
Sensing
The Listener
Decodes
or interprets
the message
Encoding
The
Listener evaluates
the message
Evaluation

No:BITS ZG 659
The
Listener Responds
Response
The Listening Process

There is no such thing as a worthless conversation,
provided you know what to listen for. James
Nathan Miller
Listening is a process of receiving and interpreting
the spoken word.
The four stages of listening are sensing, message
decoding or interpretation, evaluation, and response.
Sensing is the first step of the listening process. You
hear sounds and concentrate on them in order to
receive the message.

No:BITS ZG 659
Decoding of the message

Once you are able to recognize the sound patterns, you have
to decode and interpret the message.
Decoding in listening refers to the process of changing the
coded message into information.
Interpretation of a verbal message may be influenced by
social, cultural, educational, professional, and intellectual
frames of reference.
Verbal message use a common language code.
For example, if you do not understand French, you can not
decode a message encoded in French.

No:BITS ZG 659
Evaluation
After the message has been decoded and
interpreted, its significance is evaluated and
appropriate conclusions are drawn from it.
In order to evaluate a verbal message correctly, facts
have to be separated from opinions, relevant
information from irrelevant information, examples
from ideas, and explicit information from implicit
information.

No:BITS ZG 659
Response
Response is the action or reaction of the
listener to the message. It is the last stage of
listening.
If the message has been analyzed, interpreted,
and evaluated correctly, the response will be
appropriate.
The response helps the speaker to know
whether the message has been understood or
not.
No:BITS ZG 659
Hearing and Listening

Nature gave us one Tongue and two ears so we could hear
twice as much as we speak. Epictetus
Hearing happens automatically as it is an involuntary physical
act. It does not require the conscious involvement of the
listener.
For example, when you move on a railway platform, you hear
several voices. You do not listen to them. Suddenly there is an
announcement on the public speaker and we listen to it.
When we listen, we pay conscious attention to what is being
said.

No:BITS ZG 659
Difference between Listening and Hearing

Listening
Hearing
Voluntary
Involuntary
Requires conscious
efforts
Active process
Happens automatically
Passive process
The listener plays a very The listener plays a

active part
passive part
A two- way interactive
A one way process
process engaging the
speaker and the listener
No:BITS ZG 659
Progress Check
Study the following statements about active
listening and tick true or false against each of them.
a. Listening requires no special effort by the listener.
b. Response is the action or reaction of the listener to
the message.
c. Encoding in listening refers to the process of
changing the coded message into information.

No:BITS ZG 659
Types of Listening
To listen closely and reply well is the highest
perfection we are able to attain in the art of
conversation.
Francois De La
Appreciative Listening
This is listening for deriving aesthetic pleasure, as we
do when we listen to a comedian, musician, or
entertainer.
Empathetic Listening
When we listen to a distressed friend who wants to
vent his feelings, we provide emotional and moral
support in the form of empathic listening.
No:BITS ZG 659
Conti..
Comprehensive Listening
This type of listening is needed in the class
room when students have to listen to the
lecturer to understand and comprehend the
message.
Critical listening
When the purpose is to accept or reject the
message or to evaluate it critically, one
requires this type of listening.
No:BITS ZG 659
Traits of a Good Listener

Being Non- evaluative
Your behavior should convey the impression that you
accept the person without ,making any judgment of
right or wrong, good or bad, suitable or unsuitable.
Paraphrasing
If you wish to clarify a point, you can simply
paraphrase what the speaker has said and enquire
from the speaker whether you have heard it
accurately.

No:BITS ZG 659
Conti..
Reflecting Implications
To reflect this you have to go a bit beyond the
contents of the speaker indicating him your
appreciations for his ideas and where they are
leading. It may take the speaker to the further
extension of ideas.
Reflecting Hidden Feelings
Sometimes, you have to go beyond the explicit
feeling and contents of what is being said to unravel
the underlying feeling, intentions, beliefs, or values
that may be influencing the speakers words.
No:BITS ZG 659
Conti..
Inviting Further Contributions
In a situation where you havent heard or
understood enough yet to respond with
empathy and understanding, prompt the
speaker to give you more information. Phrases
such as the following can be used:
Can you throw more light on..
How did you react when..?
No:BITS ZG 659
Conti..
Responding Non- verbally
You can show that you are an active listener
by adopting certain postures and sending nonverbal signals which communicate your
interest in what the speaker is saying.
These include regular eye contact , body
leaning slightly towards the speaker, head
nods and a slightly titled head.

No:BITS ZG 659
Active Versus Passive Listening

Paying Attention
You can improve your skills in this area by listening to
commentaries on Television or radio. Concentrate on
the theme, supporting ideas, and also the
digressions, if any, in the speech.
Dealing with Distractions
An attractive face in the room, sometimes even the
fragrance of perfume, can be the reason for
distraction.
A sincere listener always puts in a conscious effort by
listening with a positive attitude.
No:BITS ZG 659
Implications of Effective Listening

Effective listening improve working conditions and
nurture harmony and cohesion in the organization if
both management and employees listen to each
others messages patiently.
Listening patiently to employees enables the
mangers to feel the pulse of the organization.
On the other hand, lack of proper listening can lead
to embarrassing situations because of a gap in
coordination and understanding.

No:BITS ZG 659
BITS Pilani
Pilani Campus
Chapter 11, 12 and 15 : Fundamentals of writing
Objectives
To understand various strategies of paragraph
development
To discuss various steps to effective prcis
writing.
Paragraph Development
Developing well structured paragraph is essential
for effective technical communication.
Paragraph tell the reader where the topics begin and
end, thus helping them assimilate the contents in an
organized manner.
There is no fixed rule about the length of a
paragraph.
A paragraph is a group of sentences that forms a
unit. In other words, it is a group of related
sentences which express a single idea.
Central Components of a Paragraph

The paragraph development process is not
possible without the following components.
Topic Sentence
Coherence
Unity
Adequate Development
Conti
Topic Sentence
A topic sentence is a sentence that express the main idea of a
paragraph.
Coherence
Coherence refers to the clear and logical linking of ideas in a
paragraph. Coherence can be achieved by following four basic
mechanical consideration.
Pronoun Reference
Repetition of Key words or phrase
Use of transitional tags
Use of parallel grammatical structure.
Conti..
Unity
Unity refers to the extent to which all of the
ideas contained within a given paragraph
hang together in a way that is easy for the
reader to understand.
Adequate Development
A paragraph is adequately developed when it
describes, explains, and supports the topic
sentence.
Conti..
There are five steps involved in developing a
paragraph.
Formulation of controlling idea
Explanation of controlling idea
Example
Explanation
Completion of paragraph's idea or transition
into next paragraph
Techniques for Paragraph Development

Illustration-providing examples to explain the main
idea.
Comparison and contrast- Bringing out similarities
and differences to develop the idea.
Cause and effect- explaining the reasons for the end
result.
Classification- Breaking the main idea into specific
categories.
Problem and solution- discussing the solutions to
the problem posed.
Prcis :Defined and Explained

Condensed representation of a text.
Prcis writing is an art to present the material
in a simplified and compressed manner
without omitting essential information.
Qualities of a Good Prcis

Completeness
The prcis must have the essential contents of
the original passage without omitting any
important fact or idea.
Compactness
All the ideas reproduced from the original
document should form a compact whole.
Conciseness
It is achieved by the process of sifting
essential from unessential information, by
avoiding repetition, and by omitting
ornamental phrases and the like.
Circumlocutions
The reason why the technicians were so
upset was because their boss seemed so
angry with them.
The technician were upset because the boss
seemed so angry with them.
Unnecessary Repetition
At the present time we are conducting two
clinics.
We are conducting two clinics.
We should plan in advance for the future.
We should plan.
Surplus words
The machines that were damaged by the fire
were repaired.
The machines damaged by the fire were
repaired.
In addition to theses defects, numerous other
defects mar the operating procedure.
Numerous other defects mar the operating
procedure.
Choose the short over the long word

The decision was predicated on the
assumption that an abundance of monetary
funds was forthcoming.
The decision was based on the belief that
there would be more money.
During the preceding year the company
operated at a financial deficit.
Last year the company lost money.
Clarity
The prcis should have clarity of expression. It
should be intelligible to even those readers
who have not gone through the original
document.
Coherence
All sentences and ideas in a prcis should
follow one after the other in an unbreakable
chain. The prcis should not look like a
collection of disjointed sentences, but a wellconnected whole.
Steps to effective prcis writing

Identify the reader and purpose
This determines how much details should be
included and how formal the prcis needs to be.
Read the original document
skim- read the document to get an overview, then
read it again slowly to identify the main theme and
to distinguish the key ideas and concepts from the
unimportant ones.
Underline the key ideas and concepts

Each paragraph should have one key topic,
which the rest of the paragraph clarifies,
supports, and develops.
Write down a title
The title or heading is the prcis of a prcis
and indicates what is to follow.
Write a note- form summary of each

paragraph
It is better to sum up the passage in the form
of points
Write the prcis
Paraphrase to express the summarized points.
Use the third person and indirect speech while
writing the prcis. Do not add your comments.
Review and edit

Compare your prcis with the original
document and make sure that it emphasis the
same points
BITS Pilani
Pilani Campus
Chapter 13 and 14 : Fundamentals of writing
Objectives
To understand elements of style
To discuss guidelines for bringing effectiveness
in sentences construction
Technical Communication BITS

ZG659
Introduction
The writer does the most, who gives the reader the
most information and takes from him the least
time. Charles C. Cotton
Effective writing requires constant practice.
The best style is one that seem effortless rather than
laborious.
Have something to say and say it as clearly as you
can . That is the only secret of style. Matthew
Arnold
ZG659
Use familiar words

An important element in the use of words is the
selection of familiar words.
Examples Antiquated
Outdated
Writer should keep in mind target audience.
Examples Antiquated machinery was utilized for
experimentation.
Old machines were used for the test.
ZG659
Use concert and specific words

Concert words are forceful and direct. While abstract
words are vague and general.
Example
The company suffered a tremendous loss in the
second quarter of last year.
The company suffered a 70% loss in profit in the
second quarter of last year.
Example
In the near future
By Friday noon
ZG659
Use Abbreviation carefully

An abbreviation is formed by combining the
first letter of each word in a phrase.
When addressing non-expert readers try to
avoid using more than one abbreviation in a
sentence.

ZG659
Avoid Excessive use of jargons

Every profession has its own jargon.
To sustain the interest of a large readership it
is necessary to minimize or avoid the use of
jargons since the reader may not be a
specialist in the subject.
Examples
Maturity date final payment date
Annual premium Annual payment
ZG659
Avoid circumlocution
Circumlocution is the part of a message that can be
eliminated without loss of much information.
Words are like leaves and where they most abound
Much fruit of sense beneath is rarely found.
Alexander Pope
Examples
Basic fundamentals
Return back
True fact
ZG659
Avoid discriminatory writing

Discriminatory writing is offensive and does not
speak well of the authors open-mindedness.
Example A student in BITS does his homework
well before coming to class .
By making a dual reference: A student in BITS does
his or her homework well before coming to class.
Make the reference plural: Students in BITS do their
homework well before coming to class.

ZG659
Avoid cluttering phrases

Cluttering phrases increase the length of a
sentence.
We can replace theses phrases with shorter
wording without loss of meaning.
Example
I take this opportunity to tell you that you are
an excellent leader.
you are an excellent leader.
ZG659
Prefer active to passive voice

Active voice produces more forceful and livelier
writing. Since the emphasis is on action.
Passive constructions often result in vagueness.
Example My first visit to your organization will always be
remembered.
I will always remember my first visit to your
organization.

ZG659
Sentence Construction
Guidelines for effectiveness
Prefer Short Sentences
Short sentences convey meaning better then longer ones.
Break Sentences
Example: The tinder must be some soft, inflammable material.
This may be dry grass, leaves, or wood shavings.
Revised: The tinder must be some soft, inflammable material,
such as dry grass, leaves, or wood shavings.

ZG659
Conti..
Be Stringent with words
To be economical with words, try out the following substitutes
Avoid Cluttering Phrase
Example: I take this opportunity to tell you that you are an
excellent leader.
You are an excellent leader. (Revised)
Avoid Pleonasm or Redundant Phrases
In the period between October and December, the business
did well.
Between October and December, the business did well.
(Revised)

ZG659
Conti
Avoid Roundabout Expressions
Example: Persons other than the primary
beneficiary may not receive these dividends.
Only the primary beneficiary may receive
these dividends. (Revised)
Avoid Needless Repetition
I was born in summer, the month of July.
I was born in July.( Revised)
ZG659
Conti..
Prefer Right Ordering and Proper Emphasis
Example: We feel we are missing some
patients, and therefore losing revenue, by
using this system. (less emphatic)
By using this system, we are missing some
patients and therefore losing revenue.

ZG659
Conti..
Prefer Active to Passive Voice
My first visit to your organization will always be
remembered. (Passive)
I will always remember my first visit to your
organization. (Active)
Avoid Ambiguous Sentences
Example: He noticed a large stain in the rug that was
right in the centre. (Ambiguous)
He noticed a large stain in the centre of the rug.
ZG659
Progress Check
Remove the ambiguity in the following sentence.
Early failure tended to discourage further investments in
robotics technology of time and money.
Remove the redundant words from the following sentence.
These evidences are adequate enough in order to terminate
their services.
Identify the cluttering phrases in the following sentence
This study is being conducted for the purpose of determining
the material durability and is expected to be completed in the
near future.

ZG659
References
Raman Meenakshi, S. Sharma,
Communication Skills, Oxford university press,
New Delhi,India.2009.
Kumar, Sanjay and Pushp Lata,
Communication Skills, New Delhi: Oxford
University Press, 2012
Flatley Lesikar, Basic Business Communication
9th ed. Mc Grew Hill, New Delhi, India. 2002.
ZG659
BITS Pilani
Pilani Campus
Chapter 6 and 8: Effective Presentation Strategies
Objectives
Understanding the nature and importance of
presentation skills
Identifying the important steps in preparing
an effective presentation
Understanding the major elements in the
introduction, body, and conclusion of an oral
presentation.
Reviewing techniques for effective delivery
Fundamentals of Professional
Presentations
Defining Purpose
The purpose of your presentation not only
decides the content and style but also affects
the amount of audience interaction. For
instance, when your purpose is to provide
information interaction will be less.
When your purpose is to persuade people the
interaction would be more.
Analyzing Audience and Locale

The nature of your audience has a direct
impact on the strategy you devise for your
presentation.
It is necessary to have some prior knowledge
of the audiences characteristics.
Organizing Content
Arrange the content of your presentation into
three major arts namely, introduction, main
body, and conclusions.
In other words, say what you want to say, say
it; then say what you've already said.
Introduction
The introduction comprises the porch or the opening
statement, the aim, and the layout.
The porch can be a question, a sincere greeting, or a
starting statement.
After the porch's state clearly the purpose of your
presentation.
A good introduction is a vehicle to lead the audience
into the main body of the speech.
Main Body
The major point you highlighted in your
opening will be expanded upon here.
Depending upon your topic, and your
introduction, you can choose from any of the
following patterns to organize the main body
of your speech.
Chronological
This method is useful for topics like the
profile of our institute,
Conti..
Categorical
In this pattern the entire presentation can be divided into various topics
and sub-topics arranged on the basis of subordination and coordination.
This can be used for topics like' the role of advertising, environment
protection.
Cause and Effect
Example impact of cinema on children
Problem solution
Here you divide the presentation into two parts.
For example, population explosion
Use transitional expression like therefore, because, in addition etc.
Give Internal preview, internal summaries.
Conclusions
You can conclude your presentation by
reviewing the main points.
Give a signal such as to sum up, to conclude,
to review.
Remind the audience briefly the purpose of
your presentation
Avoid the temptation to wrap up in haste or
add something new in this part of your
speech.
Preparing an Outline
An outline is a mechanical framework in which are fitted the bits and

pieces of your presentation material. Suppose you are the project leader
of a team, which has taken up a project on developing a new product for
the company. You can prepare the outline in this manner with the help of
words, phrases, or sentences.
Introduction
Product Appearance
Various parts
Functioning
Facilities
Conclusions
You may have to work out the sub- headings under each or some of these
main topics.
Visual Aids
Spoken words are temporary; as soon as they come out of
our mouth they evaporate into the air.
Because of this limitation, speeches often need strong visual
support-hangouts, chalk boards, flip chart, overheads etc.
There is a list of visual aids which you may use commonly in
your presentation.
Overhead Transparencies
Power Point Presentations
Blackboard or whiteboard
Flip Charts
Nuances of Delivery
There are four modes of delivery which can be
used for making presentation.
Extemporaneous
Manuscript
Impromptu
memorization
Extemporaneous
When speaking extempore you must prepare the notes
beforehand and rehearse your presentation.
Advantages
Enough time to prepare for the presentation
Supporting material helps to present your points clearly.
Your delivery sounds natural and spontaneous.
It enables you to move freely.
Disadvantages
If preparation is inadequate, you can get lost and find your
self uncomfortable.
Manuscript
In manuscript presentation , material is written out and you
are supposed to read it out aloud .
Advantages
Its a permanent record of whatever you have to say.
The material is organized systematically.
There is no chance of tampering with the facts and figures.
Disadvantages
You get less time for making proper eye contact.
In the absence of effective reading skill, you fumble over
words.
Impromptu
The impromptu mode, as the word suggests, is what you use when you
have to deliver an informal speech without preparation.
For example, at a formal dinner party you may be invited to deliver a vote
of thanks. Dont panic instead, calmly state you topic.
Advantages
you should sound very natural because you do not get enough time to
make preparation.
You are spontaneous as you say what you feel.
Disadvantages
The presentation lacks organized development of ideas.
Frequent use of vocalized pauses.
Chances of rambling are very high.
There is no supplementary material ( no data, no statistics, no illustrations,
no figures) to support our speech.
Memorization
This type of delivery stands somewhere between extemporaneous and

manuscript presentation.
Speech is written out beforehand, then committed to memory, and finally
delivered from memory.
Advantages
Easy to maintain eye contact
Speaker can make use of appropriate non verbal communication
Disadvantages
Memorization requires too much of time.
No flexibility or adoption is possible during the speech.
The speaker gets flusters if he forgets a word or sentence.
Extemporaneous is the best because of its flexible nature and its
effectiveness.
Organisation of speech
Patterns
Introduction
Main Body
Conclusion
Patterns
Chronological (Temporal)
Spatial (Directional)
Causal
Problem solution
Topical (categorical)
Psychological
Chronological
Follows a set time pattern
Series of events in the sequence in which they
occurred or appeared
Informative
Process Description
History, growth/stages of development
Spatial
Directional / Locational
Main points proceed from L to R, F to B, I to O,
E to W etc.
Informative
Functioning of a Dept.
Structure of a building
Causal
Cause and Effect relationship
Persuasive / Informative
Deforestation
Accidents
IT Recession
Problem solution
Existence and seriousness of a problem
Workable solution
Persuasive
IT Recession
Legal inefficiency
Topical
Most commonly used
Applicable to every speech
Topics and sub topics
Informative
Advertising
Effective speaking
Psychological
Sequence according to the way in which
audience is likely to react
Persuasive
Modernization
Boosting the Morale
Any sensitive Issue
Introduction
Purpose
to create curiosity
to intrigue the audience
to motivate
Attention Getters
Thesis statement
Audience Adaptation
Credibility
Preview
Transition
Attention Getters
Story
Rhetorical Question
Quotation
Unusual Statement
Humor
Shocking Statistics
Thesis Statement
Reveal
---Topic
---Purpose
Audience Adaptation
Reference to occasion
Reference to previous speaker
Reference to location
Extending a compliment
Credibility
Competence extensive research
life long interest
personal experience
Goodwill
desire to help the
audience
Preview
Whats to be explained
under each
main topic
Transition
From Introduction
To Main body
TIPS
Keep it relatively brief 10 to 20%
As and when you prepare the body, look out for
relevant information
Be creative
Prepare introduction after organizing main body
Practice word by word till smooth
Choose the best method for attention
Developing Main Body

Definition
Examples
Analogy
Statistics
Testimony
Definition
Explain in simple terms
Use unambiguous words
Photosynthesis
Vocationalisation
Examples
To Clarify, Reinforce
Brief (specific)
Extended (more detailed)
Hypothetical
Analogy
Comparison / contrast
Similar / dissimilar
Qualities / characteristics
Statistics
To clarify and support
Must be representative
Reliable
Use visual Aid
Explain
Indian sports scenario
Testimony
Words of others to support ideas
Expert
Peer
Prestige
Paraphrase
Quote
Conclusion
Closing Remarks
Your last chance
As much care as introduction
Signal the end
Reinforce the central idea
Signal
Let your audience know dont stop abruptly
Phrases : One last thought, let me conclude by saying
To sum up
In the end
Manner : Change in voice, pacing etc.
Reinforce
Summarize
End with a quotation
Make a dramatic statement
Refer to the introduction
(combination also)
Tips
Keep an eye for possible concl. material
Conclude with a bang not with a whimper
Dont be long winded
Work out everything
Connective Devices
Create a
clear flow
Tie the speech
Summaries
together
Transitions
Internal Previews
Internal
Sign Posts
Transitions brief statements indicating shift in gear

Internal Previews to preview parts of main points
Internal Summaries reverse of I.P
Sign Posts brief statements to show where you are
Style Passages:
1.
After a period of rapid expansion and record sales

which gave so much pleasure to share holders in the
past, I have the difficult and unenviable task of setting
before you a considerable setback in the companys
fortunes for the year under review. In the last annual
statement I issued, I indicated that sales had leveled off
and at the time of the interim dividend announcement I
also predicted that, much as I regretted having to make
the forecast, profits for the year were likely to be lower
than could reasonably be expected. Unhappily, as it
turns out from the figures before me this prediction is
not only true but something of an understatement in
that there has been a sharper decline in profitability
during the last six months than anyone could have
foreseen at the time when I have my announcement of
the interim dividend.
Revised
I have the difficult task of putting before
you the fact that after a long period of
making record profits, the company has
suffered great losses especially during the
last six months of the year under review.
Both the announcements I had made for
the annual statement and interim dividend
had predicted this sharp fall in profitability.
Passage-2
Unfortunately, students seek inappropriate
rewards for their endeavours in the pursuit
of academic knowledge. They desire high
grades because these are indicative of
scholastic success. However, they are
unaware that they have attained the
pinnacle of success if they have acquired a
skill. They are unaware that the reward is
the knowledge itself and not the academic
evaluation.
Revised
Unfortunately, students feel that only high
grades indicate their success in the
academic performances. They should bear
in mind (or they forget) that the actual
reward for their efforts is nothing but
acquiring knowledge and skills.
Passage-3
Due to the fact that the production of reports
involves considerable cost to our organization, it
can easily be seen that the reduction of the time
spent in writing and reading them, a shortening of
the reports themselves, would represent an
appreciable gain in reducing our general
operating expenses, although the matter of the
length of the report should naturally be
considered in relation to the complexity of the
material and its adequate coverage keeping in
mind the requirements of the specific situation.
Revised
The production of reports involves a large
sum to sour organization. If we shorten the
reports keeping in mind the context,
complexity and adequate coverage, we can
reduce the time spent on reading and
writing them. By doing so, we can reduce
the operating expenses.
Passage-4
It is the official function of the deputy factoryplanning engineer to assist in all possible ways
the implementation of the instructions and
reports and requests of the factory-planning
engineer; and also to advise him in all matters
relevant to the efficient operation of his
department.
Revised
The deputy factory-planning engineer is
supposed to assist, follow and advise the
factory-planning engineer in relevant matters
for the efficient operation of his department.
Passage-5
Regardless of their seniority or union
affiliation, all employees who hope to be
promoted are expected to continue their
education either by enrolling in the special
course to be offered by the company, which
are scheduled to be given after working hours
beginning next Wednesday, or by taking
approved online courses selected from a list,
which may be seen on the company internet.
Revised
Regardless of their seniority or union affiliation,
all employees who hope to be promoted are
expected to continue their education in either
of two ways. 1. They may enroll in special
courses to be given by the company. 2. They
may take approved on-line courses selected
from the list in the company intranet.
BITS Pilani
Pilani Campus
Technical Report: Chapter 18
WRITING TECHNICAL REPORT
02/24/11
A report is a formal communication

written for a specific purpose; it
includes a description of procedures
followed for collection and analysis
of data, their significance, the
conclusions drawn from them and
recommendations, if required.
2
02/24/11
Differences
3
Literary Writing
Report Writing
Subjective
Objective
Driven by feelings
by facts
Vague objectives
specific purpose
Imaginary world
real world
Urged by inner feelings
by circumstances
No criterion
data based
Style(abstract)
objective, plain
No structure
specific structure
02/24/11
Why reports?
4
To monitor/ control operations

To help implement policies & procedures
To comply with legal/ regulatory requirements
To document the work performed
To guide decisions
02/24/11
Reports
Oral
(informal)
Written
Formal
Informational
Routine
Interpretive
Progress
Laboratory
Inspection
5
Inventory
Annual
02/24/11
How to Write Reports

Steps involved
Define your problem & purpose
Determine your audience
Collect the material
Organize the material
Make an outline
Compose the first draft
Revise, proofread, and evaluate
6
02/24/11
Define your purpose with the

help of Terms of Reference.
It gives you clear instructions
Recognize the problem
Spend time in working out the scope of
your report
In case instructions are not clear, seek
clarification before making a start
7
02/24/11
Determine your audience

Superior officers
Colleagues / counterparts
Subordinate employees
Other Organizations
Share holders
Customers and Members of public
8
02/24/11
Data Collection
Methods
Personal observation
Telephone Interview
Personal Interview
Mail Questionnaire
Sources
Library
Internal Records
02/24/11
Personal observation
10
Observing with a purpose.

Chief source of 1st hand information.
Recognizing & Recording information.
Forming Mental Impression -Controlled /
Uncontrolled (create an environment or view
things as they are).
Memory, sensory perception.
Expensive, slow, cant be used for all.
02/24/11
Telephone Interview
11
Information is of routine nature

Only brief answer is required
Small no. of people/ subjects
Saves time on traveling
Some feed back possible (not effective)
Information may not be representative
Misinformation hard to defect
02/24/11
Personal Interview
12
Conversation with a purpose

To obtain qualitative data
To supplement the information collected through
other methods
To get exact details
To have a feel of the answers so as to draw better
inferences
02/24/11
Personal Interview
13
Can control the situation

Can simplify and interpret
the question
Can get most accurate
reply
Proper observation of
NVC
Large no. of people cant

be contacted
Time consuming
Analysis difficult
02/24/11
Personal Interview
Preparation
14
Be clear with purpose

Get an appointment
Pen, tape etc.
Get prior permission for recording
Prepare a list of questions (open end)
Last question
Dress appropriately
Reach on time
02/24/11
Conducting Personal
Interview
15
Briefly explain the purpose

Be alert & listen
Be accurate in recording
Dont enter into an argument
Assume a subordinate position
Avoid too many interruptions
Avoid embarrassing questions
Keep the interaction on track
02/24/11
Conducting Personal
Interview
16
Be tactful
Be flexible
Dont get unnerved
Finish in time
Assure confidentiality
Thank
Keep the lines of communication
open
02/24/11
Questionnaires
To survey large number of people, to
cover large geographical area

Mail a questionnaire to all members
Saves time
Seeking clarifications- tough
17
02/24/11
Advantages
Convenient for the respondent
Chance to deliberate and look up information
Bias of interviewer is eliminated
Reach a specific segment of population.
Respondent need not be identified
Questions can be standardized.
18
02/24/11
Disadvantages
Difficulty in securing replies in the nature of
questions.
In case the response is small, data may not give a
true picture.
Uncertainty in getting the filled in questionnaire
19
02/24/11
Disadvantages
Inadequate answer
Answers of some questions meaningless or
some left unanswered.

Complex and confidential information not
readily given
Cost per mailing and per return quite high-
but cost effective

20
02/24/11
Framing Questions
21
Positive framing
One aspect of an issue at one time
No leading question
Ask follow up questions
Easily remembered data
Sequencing- easy to follow
Not many open ended questions
No nice to know questions- ask necessary ones
02/24/11
Avoid ambiguous questions
Sampling Methods
22
Random- each member of the population has an

equal chance of being selected
Systematic: every nth member of the sampling
population
Stratified: first identify the relevant strata
(subsets) and their actual representation in the
population. Then random sample.
Convenience: sample is selected because it is
convenient
02/24/11
23
Judgment: very much like convenience

sampling; eg. deciding one representative city/
campus
Snowball sampling: Relies on referrals from
initial subjects- a special non-probability
method when the desired characteristic is rare
02/24/11
Question type
24
Open-ended
How would you describe the flavor of this ice cream?
Either-or
Do you think this ice cream is too rich?
----Yes
-----No
PEHR ZC 313 Technical Report Writing
02/24/11
Cont
25
Multiple choice
Which description best fits the taste of this ice
cream? (choose only one)
a)
b)
c)
d)
e)
Delicious
Too fruity
Too sweet
Too intensely flavored
Stale
02/24/11
Cont
26
Scale
Please mark an X on the scale to indicate how you
perceive the texture of this ice cream.
Too light
light
too creamy
creamy
02/24/11
Cont
27
Checklist
Which flavours of ice cream have you had in the past
12 months?
-----Vanilla
-----chocolate
------Strawberry
------Chocolate chip
------Juicy
02/24/11
Cont
28
Ranking
Rank these flavours in order of your preference from
1(most preferred )to 5(most preferred (least
preferred).
-----Vanilla
-----chocolate
------Strawberry
------Chocolate chip
------Juicy
02/24/11
Cont
29
Short-answer
In the past two months how many times did you buy
ice cream in the
supermarket?________________________
In the past two months how many times did you buy
ice cream in the ice cream
shops?________________________
02/24/11
Organize your materials

30
Principles of organization
Logical ordering
Coordinating
Subordinating
Numbering
Phrasing
02/24/11
Structure and Layout of Report

31
Elements of reports divided in three parts:
1. Front Matter
2. Main Body
3. Back Matter
02/24/11
Front Matter
32
Cover
Frontispiece
Title page
Copyright Notice
Letter of Authorization and Letter of Acceptance
Letter of Transmittal
Acknowledgements
Table of contents
List of illustrations
Abstract or summary
02/24/11
Main Body
33
1.Introduction
Major components of Introduction

Background
Problem/Purpose
Scope
Authorization
Source and methods
Limitations
Significance
Report organization
02/24/11
Introduction
34
1 Authorization: who, when & whom

2 Problem/Purpose: Reason?
3 Scope: what is what not to be covered,
size & complexity
02/24/11
Contd.
35
Background
Historical factors
Development of the problem
Existing conditions
Sources and Methods
Samples, Questionnaires
Definitions
Limitations: factors beyond control
02/24/11
2. Discussion or Description
36
Explanations of a problem or opportunity

Facts, statistical evidences and trends
Results of studies or investigations
Discussion and analyses of potential courses of
action
Advantages , disadvantages, costs and benefits of
a particular course of action
02/24/11
Continued
37
Procedures and steps for a process

Methods and approaches
Criteria for evaluating alternatives and options
Contains all illustrations
02/24/11
3. Conclusions
38
This important section tells what the finding

mean, particularly in terms of solving the
original problem.
Logical inference from the analysis
All conclusions must be supported by your
past arguments
02/24/11
Tips for Writing Conclusions

39
1. Interpret and summarize the findings; tell

what they mean.
2. Relate the conclusions to the report problem.
3. Limit the conclusions to the data presented;
do not introduce new material.
02/24/11
40
4. To improve comprehension you may present

the conclusions in a numbered or bulleted
list.
5. Be objective; avoid exaggerating or
manipulating the data.
6. Use consistent criteria in evaluating options.
02/24/11
4. Recommendations
41
In
short
reports,
conclusions
and
recommendations are treated same
Recommendations are most helpful when they
are practical and reasonable
Never recommend until you are asked
Put recommendations in descending order
Recommendations require an appropriate
introductory sentence, such as The findings
and
conclusions
support
the
following recommendations
02/24/11
Tips for Writing Recommendations

42
Make specific suggestions for actions to solve the

report problem.
Prepare practical recommendations that will be
agreeable to the audience.
Avoid conditional word such as maybe and
perhaps.
Present each suggestion separately as a command
beginning with a verb.
02/24/11
Continued
43
Number the recommendations for improved

readability.
If requested, describe how the
recommendations may be implemented.
When possible, arrange the recommendations
in an announced order, such as most important
to least important.
02/24/11
Back Matter
1. Appendixes
44
Incidental or supporting materials are

documented in appendixes. It is relevant to
some readers but not to all
It documents material that sustains the theme
of report
It ensures no interruption in readers thought
It includes questionnaire, statistical data,
samples, formulas, tables of data, financial
statements; a glossary may be put in an
appendix or may stand as a separate
02/24/11
supplementary part.
2.List of References
45
You have an ethical and a legal obligation to give

other people credit for their work.
Your report documentation determines how this
section is developed.
A Bibliography is a list secondary sources
consulted when preparing the report.
Regardless of the format, you must include the
author, title, publication, date of publication, page
number, and other significant information for all
ideas or quotations used in your report.
02/24/11
Sample Bibliographical Entries

46
1. Book with one author

Palmer, Frank. Grammar. Second Edition. Middlesex,
England: Penguin Books Limited. 1972.
2. A book with two or three authors
Tibbets,
Charlene,
and
A.M.
Tibbets.
Strategies: A Rhetoric and Reader. Glenview: Scott,
Foresman and Company, 1988.
02/24/11
3. A book with four 47or more authors

Nadell, Judith, et al. The Macmillan Writer.
Boston: Allyn and Bacon, 1997.
4. A book with a corporate authorship
Corporate Credit Union Network. A Review of the
Credit Union Financial System: History
Structure, and Status and Financial Trends.
Kansas City: U.S. Central, 1986.
02/24/11
48
5 An entry in a collection or anthology

Irving,Washington. Rip Van Winkle. Once Upon
A Time: The Fairy Tale World of Arthur
Rackham. Ed. Margery Darrel. New York;
Viking, 1972. 13-36.
6 A translation
Homer. The odyssey. Trans. Robert Fagles. New
York: Viking , 1996.
02/24/11
49
7. An article in a newspaper
Hoffman, Donald. Bank Consigned to Vault of
Gloom. The Kansas City Star 24 Oct. 1988.
8. An article in a magazine
Mehta, Pratap Bhanu. Exploding Myths. New
Republic 6. June 1988: 17-19.
02/24/11
50
9 An Interview
Gordimer, Nadine. Interview. New York Times 10
Oct.1991, late ed. :C25.
10 Internet Source
Berst, Jesse. Berst Alert. ZDNet 30 Jan. 1998.
<http://www.zdnet.com/anchordesk/story/story_
1716.html>
02/24/11
A report must explain:

What we did?
Why we did it?
What was discovered?
What is the significance of your report/findings?
How you did it?
Must clearly establish/identify what is new about your
work.
And how it is related to prior work/knowledge.
51
02/24/11
Use of Illustrations
52
PURPOSE:
Can present a large number of details in less
space
Will help in giving an integrated picture of the
results arrived at through data analysis
Catches the readers attention
02/24/11
PRACTICAL HINTS
Refer to all illustrations53 in the text
Place them after the first citation in the text
Keep the design simple
Number them consecutively and classify them
into two categories-tables and figures
Each illustration must be complete in itself
Give each illustration a title and write it against
or below the number
Center the title and ensure that it is not longer
than the width of the table
02/24/11
TYPES OF GRAPHICS
54
Tables : Tables permit systematic

presentation of large amounts of data in
small spaces.
02/24/11
55
Bar charts: It enables the readers to

compare related items, see changes over
time, and understand how parts relate to a
whole.
02/24/11
56
Line Charts : The major advantage of

line charts is that they show changes over
time, thus indicating trends.
02/24/11
57
Pie Charts : It is most useful in showing

the proportion of parts to a whole.
02/24/11
58
Flow Charts : Procedures are

simplified and clarified by diagramming
them in a flow chart.
02/24/11
Photographs, Maps, and Illustrations :

59
1. Pictures add authenticity
and provide a visual
record.
2. Maps enable the report writers to depict
activities or concentrations geographically, such
as dots indicating sales reps in states across the
country.
3. Illustrations and diagrams are useful in indicating
how an object looks or operates.
02/24/11
60
Simple bar graphs

Multiple bar graphs
Segmented bar graph
Pie graphs
Comparison over time/
geographic areas
To show 2 or more kinds
of quantities
To compare differences in
the division of the whole
How wholes are divided
02/24/11
61
Line graphs
Changes over time
Statistical map
Quantitative difference by
pictograph
geographic areas
Quantitative difference in
pictorial form
02/24/11
BITS Pilani
Pilani Campus
Chapter 17: Letter Writing
Objectives
Knowing the significance and Purpose of letter
writing
Understanding the form and structure of
letters.
Understanding the principles of letter writing
BITS ZG659
Significance of Business Letters

Though there are many modern communication
methods available these days, the traditional
business letters still retain their importance in the
business world for the following reasons.
Help you in keeping personal relational ship
Serve as permanent records of information
Help in reaching a large and geographically diverse
audience.
BITS ZG659
Purpose
The ultimate purpose of writing any business letter is to
sustain the existing business relationship or to create and
establish a new business relationship.
Purpose
To inform
To enquire
To order
To make an adjustment
To sell a product
To complain
To collect dues
BITS ZG659
Structure
Business letters are different from personal letters as
they have a distinct structure and layout.
Standard Elements
Heading
Date
Inside address
Salutation
Message
Complementary Close
Signature Block
BITS ZG659
Additional Elements
Addressee notation
Attention line
Subject line
Reference initials
Enclosure notation
Copy notation
Mailing notation
Postscript
BITS ZG659
Standard Elements
Heading
This element is also known as the letterhead, which

shows the organizations name , full address, and
also telephone numbers. If the letterhead is not
used, the heading includes the senders address.
Date
This refers to the date the letter was written. It
includes the date, the month, and the year. You can
represent this in either of the following two ways.
3 June2003 or June 3, 2003
BITS ZG659
Conti..
Inside Address
This part of the letter identifies the recipient of the
letter and is separated from the date by at least one
blank line.
A courtesy title should precede the recipient's name.
It is always best to address your letter to a specific
person. If you do not know the name of a specific
person , it is acceptable to address the letter to the
department or to a job title.
BITS ZG659
Conti
Salutation
Always try to address your letter to a person
by name rather than title. If you can not find a
specific name, you may choose a salutation
such as:
Dear students
Dear colleagues
BITS ZG659
Conti..
Message
This part of your letter will usually occupy the
greatest amount of space. It should be single
spaced, with a blank line separating it from the
preceding and the following parts of your letter.
Complimentary close
This element is a single word or phrase, separated
from the message by a blank line.
Example-sincerely
Truly
Faithfully respectfully
BITS ZG659
Conti..
Signature Block
The complimentary closing line is followed by
the signature block, which includes your
signature, name and title.
Place the signature block four lines below the
complimentary close. Include your name and
the title.
BITS ZG659
Additional Elements
The following elements may be used in any combination ,
depending upon the requirements of the particular letter, but
generally in the order shown below.
Addressee notation
Attention line
Subject line
Reference initials
Enclosure notation
Copy notation
Mailing notation
Postscript
BITS ZG659
Additional Elements
Addressee notation
This sort of notation generally appears a double space above
the inside address, in all capital letters. Personal, confidential,
or please forward are examples of such notations.
Attention Line
An attention line can be used to draw the attention of a
particular person or a particular department in an
organization.
Place the attention line two spaces below the inside address.
the line is included in the following manner.
Attention : Dr. Satish Yadav
BITS ZG659
Cont..
Subject Line
This element lets the recipient know at a glance what the
letter is about.
It usually appears below the salutation. But sometimes it is
placed above the salutation and below the attention line.
Reference Initials
Often, one person may dictate or write the letter and
another may produce it. On such occasions, reference initials
are included to show who helped prepare the letter.
The first set of initials is the writer's and the second set is the
helpers.
BITS ZG659
Conti..
Enclosure Notation
This appears at the bottom of the latter, one
or two lines below the reference initials. Some
common forms are:
Enclosure: Draft of proposal
Copy Notation
This indicates who is receiving a courtesy copy
(CC). Recipients are listed in the order of rank.
BITS ZG659
Conti..
Mailing Notation
This is placed either at the bottom of the
letter after reference initials or enclosure
notations, or at the top of the letter above the
inside address on the left hand side.
Mailing notation such as By Registered Post,
By Courier etc. will generally appear in capital
letters to catch the attention.
BITS ZG659
Conti..
letters may also bear postscripts, i.e.
afterthoughts to the letter, to the messages
that require emphasis, or personal notes.
The postscript is usually the last item on any
letter.
As far as possible try to avoid using postscript
as they convey an impression of poor
planning.
BITS ZG659
Principles of letter writing

Business letters are written mainly to create ,
establish, or sustain our relationship with
others. A good relationship is based on
respect and courtesy. So, when trying to
establish good relationships in your business
messages, remember to follow the principles
of business letter writing mentioned below:
BITS ZG659
Use the You attitude

Focus on the recipient's needs, purposes, or interests
instead of your own.
You attitude is an extension of the audience
centered approach.
For instance, when someone makes a mistake, you
may want to minimize ill feeling by referring to the
mistake impersonally rather than pointing out
directly. You might say, we have a problem instead
of you caused a problem.
BITS ZG659
Clarity and Conciseness

Conciseness means saying what you need to
say in as few words as possible.
By being unambiguous, you can not only be
concise but also be clear.
Lack of clarity and conciseness is mainly
because of the following reasons:
Long involved sentences
Verbosity or wordiness
Redundancy
BITS ZG659
Conti..
Example: Original
I strongly believe that Mr. Rams employment record
seems to show that he may be absolutely capable of
handling even extremely difficult situations(
overemphasis)
Revised
Mr. Rams employment record shows that he may be
able to handle any difficult situation.
BITS ZG659
Correctness and completeness

The term correctness refers to concreteness or precision, and
the term completeness refers to thoroughness or giving all the
required details.
You can achieve these qualities by using unambiguous words
and by proofreading your message for accuracy.
Example :Original
We need a large office space.
A number of customers filed their returns today.
Revised
We need at least 10,000 square feet.
Ten customers filed their returns today.
BITS ZG659
Positive Approach
Emphasize the positive side of your message
rather than the negative side.
Stress what is or what will be rather than what
is not and what will not be.
Example: Negative
We never exchanged damaged goods.
Positive
You may exchange the purchased goods
provided they are in good condition.
BITS ZG659
Courtesy and Consideration

Courtesy is oil; it reduces friction. Being polite to
your readers is another way of earning their respect
and sustaining your relationship with them.
Example: original
Your indifferent attitude has caused a great loss.
Revised
Had you been a bit more careful, we could have
avoided this 20% loss.
BITS ZG659
Progress Check
Change these negative introduction to make them
affirmative:
You dont want to waste your money when you buy
tyres.
Revise these statements granting or refusing
adjustments:
Although we are not at fault, we are willing to accept
return of the lampshade.
It is simply impossible for us to grant your request.
Everyone gets the same fair treatment at Gordons.
BITS ZG659
BITS Pilani
Pilani Campus
BITS ZG659:
Technical
Communication
BITS Pilani
Pilani Campus
Group Discussions
Objectives
313
Knowing the nature and importance of

group communication.
Understanding the characteristics of
successful group discussions.
Learning to identify areas of evaluation in
group discussion.
Knowing how to participate in group
discussions.
Learning about meetings, conference, etc
Group Discussion
What is a G.D.?
Traits
Group behavior
Approach
Dos & Donts
Definition
Gathering of people where discussions
occur with varied purposes .
Face to face
Free oral interaction
Exchange information
Make decisions
Forum for the participants to resolve an
issue , solve a problem to exchange
information on a given topic.
Evaluation
Personality
Knowledge
Communication Skills
Leadership
Personality
Appearance
Temperament
Posture and gesture
Mental state
Overall impression
Knowledge
Depth
Range
Analytical ability
Organization of ideas
Overall impression
Listening skills
Fluency
Language
Phonetic ability
Overall impression
319
Individual Traits
Ideas generation, originality, depth,
relevance
Articulation clarity, fluency, modulation,
good delivery
Listening have to react to what others say
Body language- apposite signals sent out by
body lang.
Initiative get/give an opportunity to speak
Leadership
Initiative
Team spirit
Endurance
Decision Making
Overall Impact
Leadership Qualities
Constructive participation
Rational arguments
Convincing others
Building support
Logically weakening opponents
Point of view
Leadership styles
Driver (imposes, evaluates, blocks)

Amiable (eagerly supports, avoid conflicts)
Democrat (includes everyone, tries to control
Orderly conduct
Dominate without bullying
Listen and react
Be a gate opener not classer
Turbulence
Restore order
Activate inert participants
Approach
Pay attention to topic- no ambiguity
Generate ideas, develop & prioritize them
Listen exchange of ideas healthy
Not consensus but conclusion
Interpret correctly, explore adequately
Case studies
325
Group Behavior
Participation high/low participator, shift, who
keeps the ball rolling, active/passive change
Leadership Driver-impose views, passes
judgment, blocks undesired action. Amiablesupports others, no conflict. Democrat-involves
one &all, expresses himself, does not evaluate
other, tries to solve the problem & conflict
Time sharing & orderly conduct no
domination, share time & views, helps others
getting in GD
Handling Bulldozers raise voice level, find a
real flaw, by physically gesturing
Participation
High
Low
Shifting
Silent (how treated)
Consistent
Who talks to whom
Bulldozers
Make them silent
Vocally
Physically
Rationality
Environment
Topic
Time
Candidates
Seating arrangements
Unstructured/ Structured
329
Seating Arrangement
330
Dos
331
Seat yourself comfortably

Listen to topic carefully
Always note the topic
Organize your ideas
before speaking
Speak at the earliest
opportunity
Be polite
Identify your supporters
& opponents
Allow your supporters

augment your ideas
Keep track of time
Share time fairly
Listen to others point
Maintain eye contact
Take a paper to note
points
Head for conclusion not
consensus
Dont
332
Be in a hurry to start the

topic
Be silent
Dominate physically,
verbally
Assume the role of a
chairman
Take extreme stance
Enter into an argument
Pass value judgement
Look at the faculty

Shout down inert ones
Move excessively in chair
Throw all ideas in one shot
Speak fast
Digress from topic
Use slang
Get emotional
Pay attention to bulldozers
Progress Check
Study the following statements about group discussion
and tick true or false against each of them.
1) During group discussion you should monopolize
the discussion.
2) Initiate the proceedings of the group discussion.
3) Group discussion is an interactive oral process.
4) There is always an elected leader in a GD and the
leadership functions are performed by the elected
leader.
333
Close on a positive note

Even if the group hasnt reached an agreement,
solved a problem, or met some other objective
the leader can acknowledge any progress that
has been made. This sets a positive tone for
future discussions and helps to impart a feeling
of control.
334
BITS Pilani
Pilani Campus
Group Discussions
Objectives
336
Knowing the nature and importance of

group communication.
Understanding the characteristics of
successful group discussions.
Learning to identify areas of evaluation in
group discussion.
Knowing how to participate in group
discussions.
Learning about meetings, conference, etc
Group Discussion
What is a G.D.?
Traits
Group behavior
Approach
Dos & Donts
Definition
Gathering of people where discussions
occur with varied purposes .
Face to face
Free oral interaction
Exchange information
Make decisions
Forum for the participants to resolve an
issue , solve a problem to exchange
information on a given topic.
Evaluation
Personality
Knowledge
Leadership
Personality
Appearance
Temperament
Posture and gesture
Mental state
Overall impression
Knowledge
Depth
Range
Analytical ability
Organization of ideas
Overall impression
Listening skills
Fluency
Language
Phonetic ability
Overall impression
342
Individual Traits
Ideas generation, originality, depth,
relevance
Articulation clarity, fluency, modulation,
good delivery
Listening have to react to what others say
Body language- apposite signals sent out by
body lang.
Initiative get/give an opportunity to speak
Leadership
Initiative
Team spirit
Endurance
Decision Making
Overall Impact
Leadership Qualities
Constructive participation
Rational arguments
Convincing others
Building support
Logically weakening opponents
Point of view
Leadership styles
Driver (imposes, evaluates, blocks)

Amiable (eagerly supports, avoid conflicts)
Democrat (includes everyone, tries to control
Orderly conduct
Dominate without bullying
Listen and react
Be a gate opener not classer
Turbulence
Restore order
Approach
Pay attention to topic- no ambiguity
Generate ideas, develop & prioritize them
Listen exchange of ideas healthy
Not consensus but conclusion
Interpret correctly, explore adequately
Case studies
348
Group Behavior
Participation high/low participator, shift, who
keeps the ball rolling, active/passive change
Leadership Driver-impose views, passes
judgment, blocks undesired action. Amiablesupports others, no conflict. Democrat-involves
one &all, expresses himself, does not evaluate
other, tries to solve the problem & conflict
Time sharing & orderly conduct no
domination, share time & views, helps others
getting in GD
Handling Bulldozers raise voice level, find a
real flaw, by physically gesturing
Participation
High
Low
Shifting
Silent (how treated)
Consistent
Who talks to whom
Bulldozers
Make them silent
Vocally
Physically
Rationality
Environment
Topic
Time
Candidates
Seating arrangements
Unstructured/ Structured
352
Seating Arrangement
353
Dos
354
Seat yourself comfortably

Listen to topic carefully
Always note the topic
Organize your ideas
before speaking
Speak at the earliest
opportunity
Be polite
Identify your supporters
& opponents
Allow your supporters

augment your ideas
Keep track of time
Share time fairly
Listen to others point
Maintain eye contact
Take a paper to note
points
Head for conclusion not
consensus
Dont
355
Be in a hurry to start the

topic
Be silent
Dominate physically,
verbally
Assume the role of a
chairman
Take extreme stance
Enter into an argument
Pass value judgement
Look at the faculty

Shout down inert ones
Move excessively in chair
Throw all ideas in one shot
Speak fast
Digress from topic
Use slang
Get emotional
Pay attention to bulldozers
Progress Check
Study the following statements about group discussion
and tick true or false against each of them.
356
1) During group discussion you should monopolize

the discussion.
2) Initiate the proceedings of the group discussion.
3) Group discussion is an interactive oral
communication process.
4) There is always an elected leader in a GD and the
leadership functions are performed by the elected
leader.
Close on a positive note

Even if the group hasnt reached an agreement,
solved a problem, or met some other objective
the leader can acknowledge any progress that
has been made. This sets a positive tone for
future discussions and helps to impart a feeling
of control.
357
BITS Pilani
Pilani Campus
INTERVIEWS
Course No.BITS ZG659
Interview
Interview sight between
Purposeful interpersonal communication
A meeting of persons face to face
In short
an interview is a two party conversation in
which at least one party has a specific serious
purpose.
Such interviews need a lot of preparation.
Objectives
To exchange information
To provide information
To advise
To counsel
To select a person for specific task
To monitor performance
Types
Job
Information
Persuasive
Exit
Evaluation
Counseling
Disciplinary
Conflict-resolution
Termination
Job interviews.
The job candidate wants to learn about the
position and the organization
the employer wants to learn about the
applicants abilities and experience.
Both hope to make a good impression and to
establish rapport
Job Interviews
Job Interviews can be either face-to-face or
telephonic
How to Prepare
Knowledge, skill, past performance, attitude
Match yours with requirements
Collect necessary information.
Prepare if you want to ask
Carry note pad, pen, calculator copies of CV,
testimonials, certificates etc.
Check your brief case
Go in formal dress
How to prepare (contd.)

Memorize your resume
Be punctual
Relax
Go through a mock interview
ASK..Attitude Skill Knowledge.
90%
5%
5%
Employers Expectations
Disposition
Career Objective
Subject Knowledge
General Knowledge
Mental Agility
Consistency
Self-confidence
Disposition
Appearance, clothes, facial expressions,

gestures, manners, the way you present
yourself, the impression you leave on the
employee
Career objective
The interview panel will be trying to gauge
what you want to pursue in your life. You may
also be asked where you want to see yourself
after 10 years.
Subject knowledge
Every employer expects that his prospective
employees are well versed with the subjects
they had pursued in the past or were currently
pursuing.
General Knowledge
A good general awareness is the primary
requisite of a candidate aspiring for a job
today. The employer tries to assess your
curiosity about whats happening all around
you, your analytical ability, your mental level
and your potential for coherent perception of
multiple happenings.
Communication Skill
Communicating effectively is vital for both

personal and organizational growth.
Mental Agility
The ability to quickly grasp the question and

reply appropriately is a sign of mental
alertness. This quality implies quick thinking,
presence of mind and quick response.
Consistency
A good candidate has a positive, definite and
well-developed approach to life. He will stick
to his opinion and make judicious decisions.
He will not be moved by emotions and
external impressions.
Self-confidence
This is the most essential requirement of a
good candidate. Self-confidence means trust
in yourself. This generates self-esteem and
self-respect. By possessing will power,
socializing, identifying your shortcomings,
fighting fear and nervousness, having
positive approach and acting as a leader you
can boost your self-confidence.
Positive attitude toward work

Proficiency in the field of study
Communication
skills (Oral
and Written)
Ten critical
success
factors
Interpersonal Skills
Critical thinking and problem solving skills
Confidence
Flexibility
Self-motivation
Leadership
Teamwork
Technical Communication Course No.BITS
ZG659
Ten most common reasons for rejection
Arrogance
Apathy
Uninhibited nervousness
Equivocation
Lack of concentration
Lack of crispness
Lack of Social skills
Lack of firmness
Inadequate quantitative skills
Unsuitable personality
Process (3 basic steps)

Establishing Rapport
Information Gathering
Closing
Types of Questions
Closed/Open
Experience
Dumb
Credential
Behavioral
Situation
Link
Related
Leading
Probing
Discriminatory
Some Standard Questions

1. Tell me about yourself
2. Why should we hire you ?
3. What do you want to be 10 or 15 years
from now?
4. Whats your greatest weakness?
5. What qualities do you feel a successful
manager should have?
6. If you have to live your life again, what
would you change?
Answering Techniques
Behavioral Answering Technique

Compelling Story Technique
Personality Matching Technique
Parroting Technique
Reframing Technique
Conduct During Interview

1. Greet with a smile &
firm handshake
2. Be relaxed & sit
contestably
3. Listen attentively
4. Dont express lack of
interest
5. Speak clearly & softly
6. Avoid only Yes/No
7. Be true to yourself
8. Take care of excessive
body gestures
9. Focus on strengths
10. Seek permission to
present material
11. Ask relevant ques.
12. Thank & keep lines of
commn. Open
Qualities to be reflected
Clarity of thought
Presence of mind
Balanced Point of
view
Maturity
Logical thinking
Good understanding
of fundamentals
Sincerity
Open mind
Capacity to
conceptualize
End
Recap
Why you feel you are the best
can did ate
Your interest in the position by
asking for the job
Follow up
Call the interviewer to thank
him for his time.
Write to them
Tips for Success
Be well prepared
Brush up your subject and general knowledge
Memorize your resume
Know about the company
Dress appropriately. Unless advised otherwise wear
business attire. Limit make up, perfume/aftershave and
jewelry
Be smart, clean, and well groomed
Carry a briefcase or neat folder containing all relevant
papers
Show up 10-15 minutes early. In case you feel you may
get delayed, call up and inform
When you meet your interviewer/s shake their hand

confidently
Stay calm, dont fidget or twiddle your thumb
Be polite
Never chew gum or smoke during the interview
Be yourself, be honest
Show a real interest in the job
Be aware of all the answering techniques
Dont answer a question you didnt understand; ask for
clarification first
Speak clearly using positive words/phrases such as
enjoy, enthusiastic, positive attitude, excellence, striving
to be my best, etc.
Avoid repeating yourself.

DO NOT raise your voice during the interview.
DO NOT interrupt the interviewer while he is
talking.
When talking about your project - instead of trying
to sell the product or your present company's
capabilities to him, explain how you went about
doing it and sell your capabilities to him.
If the interviewer appears to be asking trivial or
irrelevant questions - take all of them seriously.
Maybe he is trying to check your communication
skills.
DO NOT ask any personal questions
At the end of the interview - always thank the

interviewer for his time.
BITS Pilani
Pilani Campus
Research Papers and Referencing Conventions: Ch 22
Research Papers
Source Evaluation and
Documentation
MLA pattern of documentation
This style is used in arts and humanities.

The emphasis is on the author and page
number.
All major words are capitalized.
Brackets or ellipses are used when adding
or omitting material.
Begin your search

Search a diverse spectrum of credible sources in
academic databases such as:
Academic Search Premier (articles)
Business Source
Electronic Journal Center (articles)
Lexis-Nexis Academic (newspapers)
Ohio Link (books)
Expand your search

Check the bibliographies or Works Cited in the
articles you gather. This will lead you to
respected authors.
Using the research of a reputable source will
lead you to primary sources and save time in
the research process.
Evaluate the angles of the topic

Look at contradicting points of view to create
a better understanding of your topic and a
better synthesis of your research.
Assess the sources bias.
Examine whether a source is written or
sponsored by an advocacy group. Explore the
oppositions position if written by an
advocacy group.
Evaluate the credibility of your sources
Who is the author? (credentials)

Who is the publisher? (academic or trade)
What sources were used in the authors
research?
Who is the intended audience? What
difference might this make?
Check the currency of all sources

Note the publication date.
Look for historical perspectives in older
sources.
Compare newer sources to older sources to
find what has changed.
Beware of these Internet sources!

published by a corporation or other for-profit
entity other than a book or journal publisher
self-regulated, i.e. Wikipedia
website maintained on free web space (e.g.,
Geocities, Angelfire)
self-published
published by an advocacy group
documents with no context- no author, institution, or
date given
Formatting the paper

81/2x11 white paper
12 point font serif typeface
Title page: if required
Abstract- If your instructor requires one,
include an abstract on its own page
*Check your instructors style preference!
Sample first page-no title page

Hoffman 1
Lynda Hoffman
Mr. Bento
Bus 296
28 April 2008
Globalization of the Food Industry
Globalization of the food industry has expanded choices, and
markets, but at what cost to safety and the environment?
Features of MLA style citations

Parenthetical citations need to blend
smoothly with the text.
Citations acknowledge all quotes,
summaries, or paraphrases.
Each citation in the paper must have a
corresponding reference listed on the
Works Cited page.
Tips for MLA

Documentation
Credit the authors work.
Give the authors last name and page
number.
Provide enough information to retrieve
the original material if necessary.
MLA handbook recommends italics for all
titles.
Do not add web addresses.
How and when to quote

When quoting material less than four lines
long from a source, you must:
Use quotation marks around the borrowed
words or sentences.
Cite the source in your text using the proper
MLA in-text citation style.
Create a Works Cited page entry using the
proper MLA reference style.
Introduce and integrate the quote.
Copy words and punctuation exactly.
Integrate your quote

Introduce the quote using signal phrases:
The author
acknowledges
advises
claims
counters
finds
suggests
observes
demonstrates
predicts
maintains
insists
reveals
Sample in-text citation

College style prefers giving authors name in text
and putting the page number in the parenthetical
citation. The sentence period follows the
parenthesis.
Harrison found that the effects of the incentives
disappeared within days (311).
Citation variation
When the authors name is not given in
your text, list it first in the
documentation information in the
parentheses.
One sociologist commented on the study:
The results showed a major growth in both
interest groups within days, but she did not
explain to what extent (Harrison 311).
Longer quotes (over 4 lines)

According to MLA format, quotes over four
lines should be blocked, that is, flush
indented one inch from the margin, double
spaced, no quotation marks:
Erich Fromm suggests that disobedience began
with:
Adam and Eve, living in the Garden
of Eden, were part of nature; they were
in harmony . . . (two more lines). (402)
Paraphrasing
A paraphrase restates the content of the
original text in your own words.
The length will be similar to that of the
original.
Paraphrasing is best used for short passages.
Sample citation of a paraphrase

Smith claims that Shakespeare produced
works far superior to those of Christopher
Marlowe (311).
Christopher Marlowes style was vastly
different from that of Shakespeares (Smith
311).
For a work with two authors

Smith and Harrison agree that all hormone
producing agents need to be further tested
(311).
All hormone agents need to be further tested
(Smith and Harrison 311).
Note the word and
When between three and six authors are

given:
If more than three authors, note the others
with et al. (and others)
The most recent study supports the belief that
hormones added to milk improve the health of
humans (Dunken et al. 235).
For an indirect or second hand source

Local activist, Manuel Vasquez, states that
administration needs to place greater focus
on recovery(qtd. in Jett 55).
Paraphrase of same material: Vasquezs words
warn of the dire consequence of
procrastination (qtd. in Jett 55).
Documenting your sources and

avoiding plagiarism
Do not copy distinctive prose style such as
sentence patterns, special punctuation,
organization, or headings, unless quoting.
You MUST cite your source if you paraphrase
or summarize.
Cite original facts based on the authors
research.
Summarizing
Introduce the source and give the page(s) the
summary covers.
Harris claims that the Socratic method is most
effective when working with students in the
Writing Center (596-597).
MLA Works Cited style

List sources at the end of the paper giving full
publication information.
Use hanging indent form. Begin flush left with
second and third lines indented.
Title of publication follows author name.
Capitalize major words.
Italicize book and journal titles and all other
titles formerly underlined.
Entry for an article

1.
2.
3.
4.
Author
Title of the article
Title of the journal
Volume
5. Issue
6. Date
7. Pages
8. Medium
Scott, James. The Power of Peers.

Education Weekly 17.2 (2006): 58-69.
Print.
Sample entries for sources

Hoffman 10
Works Cited
Andrews, Ethan F. Domestic Life in Eighteenth Century Britain. The New York
Times 10 Nov. 2005, late ed. Print.
Clancy, Grant J., and Frank Kelson. An Analysis of British Humor. American
Quarterly 23.7(2006): 25-39. Print.
Works Cited list cont. (electronic sources)

1.
2.
3.
4.
5.
6.
7.
8.
9.
Name of author
Title of work- In italics unless part of a larger work
Title of the web site -In italics
Version or edition
Publisher
Date of publication- use n.d. if none given
Page numbers- use N. pag. if none given.
Medium-Web
Date of access
Works Cited list cont. (electronic sources)

Hoovers Online. 2006. Hoovers, Inc. Web. 23 Mar. 2000.
Life in Drama. AP Online 3 March 2006. Web. 26 Mar. 2006.
Si, Spain Vers. 3.0. Ed. Jose Luis Pardos. Embassy of Mexico, Ottawa, Canada,
N.d. Web. 20 Feb. 2009.
Ward, Elizabeth. Pomegranates. Mens Fitness 24.2 (2008): 34. Health
Source- Consumer Edition. Web. 17 Feb. 2009.
Citing an Online Graph or Chart
Modern Plant Breeding (Genetic Engineering). Chart. Genetic

Engineering: The Future of Foods? By Linda Bren. FDA
Consumer 37.6 (Nov. 2003): 28-34. Business Source Complete.
Web. 29 April 2008.
Citing an Online Photo (from an article)
Histologic Section of a Representative 1-year Specimen. Photo.

"Wallgraft Endoprosthesis: Initial Canine Evaluation." By Farabi M.
Hussain and George Kopchok. American Surgeon 64.10 (Oct. 1998):
1002-1006. Academic Search Premier. Web. 29 Apr. 2008.
Citing an Online Photo
(from a newspaper article)
Voigt, Amy E. Members of the Toledo Police Department Clear Out of an Alley Next to 2916 a
Street Where Tammy Nelson's Body Was Found. Photo. 2 People Shot, Killed in Separate
Toledo Incidents; 1 Suspect Captured. By Mike Sigov and David Patch. toledoBlade.com. The
Blade, 29 April 2008. Web. 29 April 2008.
Final Checklist
Is there a clear informative title?

Is there a clear thesis?
Is the organization logical?
Are sentences varied in length and structure?
Are there smooth transitions?
Are sources credible, suitable and persuasive?
Are quotes, paraphrases, and summaries introduced
with signal phrases and cited?
Further guidelines:
MLA style is specified in the The Pearson
Guide to the 2008 MLA Style Manual
Updates. We have covered the most
common rules and formats; however, this is
no substitute for the manual itself.
BITS Pilani
Pilani Campus
Technical Proposal
Objectives
To discuss the types and structure of
Technical Proposal.
BITSZG659
Course NO
Types
Solicited
SALES
Unsolicited
RESEARCH
Structure
Prefatory
Main body
Supplementary parts
BITSZG659
Course NO
Prefatory
Title page
Draft contract
Executive summary
Table of contents
BITSZG659
Course NO
Main body
Introduction
Technical section
Management section
Cost estimate
Conclusion
BITSZG659
Course NO
Supplementary
Appendix
Sources and References
BITSZG659
Course NO
Draft contract
Quick summary
Topic
Proposal's details
Duration
Cost
1st year/ subsequent years
BITSZG659
Course NO
Executive summary
Back ground
Purpose
Scope
infrastructure facilities
Technical details
Significance
Reemphasis
BITSZG659
Course NO
Introduction
Problem statement (clear understanding)
Purpose, scope
Technical overview
Methodology
Significance
Structure
BITSZG659
Course NO
Technical section
System overview (Technical description)
Analysis of existing situation
Possible design solutions
Proposed solution
Sources of information
Methodology
BITSZG659
Course NO
Management section
Chains of command (org. charts)
Corporate / employee credentials
Schedules (work, implementation,
reporting, maintenance, delivery,
completion, payment, forecast)
Gantt chart, Milestone chart
Team organization
Company profile
BITSZG659
Course NO
Cost Estimate
Important
funding (if internal)
Break up (equipment details man
power expenses miscellaneous /
consumables)
Match with draft contract
BITSZG659
Course NO
Conclusion
Reemphasize strengths
Assure the reader
BITSZG659
Course NO
Appendix
Credentials details
Supporting technical documents
Illustrations
BITSZG659
Course NO
DOCUMENTATION
STYLES
MLA (Modern Language Association)
APA (American Psychological
Association)
Chicago style
IEEE style
BITSZG659
Course NO
Details for Documentation

Author/s ( whether editor/s)
Year
Title of the book/article , Edition if any
Name of Journal/Newspaper/Magazine,
Volume No. Page no.
Place of Publication
Name of Publishers
BITSZG659
Course NO
WORKS CITED/REFERENCES
Berst,Jesse. Berst Alert. ZD Net 30 Jan.1998.
<http://www.zdnet.com/anchordesk/story_1716.html>
Corporate Credit Union Network. A Review of the Credit Union
Financial System. Kansas City: U.S.Central. 1998.
Kroll Jack. T.Rex Redux. Newsweek 26 May 1997:74-75
Rocket.The World Book Encyclopedia. 1979 ed.Chicago:World
Book.
Tibbets, Charlene and A.M.Tibbets.Strategies:A Rhetoric and
Reader.Glenview:Scott and Company.1988.
BITSZG659
Course NO
Citation within the text

Baseball isnt just a sport;it
represents mans ability to meld
action with objective-the fusion of
physicality with
spirituality.(Norwood et.al.,101)
BITSZG659
Course NO
Progress Check
Study the following statements about Technical Proposal and tick true or
false against each of them.
Sales proposals are known as business proposals.
Letter of Transmittal is cover letter that accompanies or is bound along
with the proposal.
Budget or cost estimate is not mandatory for all proposals.
Appendices, as in formal report, are optional in proposal also.
Bibliography gives the list of sources which are used or quoted in the
proposal.
BITSZG659
Course NO
BITS Pilani
Pilani Campus
Meetings and Conferences: Ch 10
Meetings
Important facet of corporate life today
Serve as vehicles for individual enhancement
Fulfill a more fundamental need for socializing
and communicating
Can become a powerful tool for organizational
transformation
Purposes
Planning and preparation
Procedure
Follow up/Evaluation
PURPOSES
Informational
Decision making
Informational
To communicate important or sensitive info

To explore new ideas
To provide feedback
To present a report
To gain support for an idea,or project
Participants share info and coordinate
action,involves individual briefings or a speech
by a leader
Decision making
To reach a group decision ( to decide promotion for
employees)
To solve a problem(emergency meetings to solve crisis)
To reconcile a conflict(to decide strategies)
To negotiate an agreement (meet to decide the course of
action before the actual negotiation)
To win acceptance for a new idea ,plan or a system
Can be used to build morale,confer awards or
recognition,plan projects and strategies or provide
training to employees,suppliers and customers
Planning
Time
Duration
Agenda
Participants
Venue and
Setting
Time
Choose a time at which participants are
at their best
Allow ample time for preparation
Avoid surprise meetings
Duration
Length of a meeting depends on the
type,number,complexity and sensitivity of
agenda items
More items schedule another meeting
More the participants smaller the meetings
At the time of scheduling long meetings allow
sufficient time for breaks,it ensures more
productive afternoon sessions
Agenda
List of items to be transacted at a meeting should be
distributed in advance
Single best predictor of a successful meeting
Limit the number of agenda items
Dont dwell on the past
Present opportunities,not problems
Allocate ample time
Include sufficient detail
Continued
Include the following details in your agenda

Name of the organization,department ,committee
Number of meeting
Date,time ,venue
Items to be discussed
Deliver it at least one week before
Send a copy through e-mail in addition to a
written notice
Participants
-Invitation should be based on purpose
rather than politics

- identify the right people to attend a
meeting(possess the knowledge ,
decision making abilities)
Venue and Setting

Choice of a venue has a significant importance
in a meeting
Venue can enhance or inhibit
productivity,encourage or discourage
communication
Boardroom style,conference or theatre style
Procedure
Chairperson should act as a leader,facilitator,and
participant
responsibilities of a chairperson include
- Getting the meeting off to a good start
- Encouraging participation
- Drawing silent types into discussion
Continued
-
Joining the discussion

Managing emotions
Dealing with latecomers
Managing conflicts
Injecting humor
Ending the meeting
Getting the meeting off to a good start

Chairman should set the tone and rules and
objectives
Set up the meeting,state the
problems,,general objectives and procedures
Provide the relevant information base for the
discussion
Note the boundaries and constraints of the
discussion
Encouraging participation
Never monopolize the discussion

Never show verbal or non-verbal disapproval of ideas
Ask open ended questions to stimulate discussion
Frame problem in positive terms(How can we achieve our goal
?rather than Is it possible to achieve our goal?)
Identify introverts and make a point of asking for their input
Never let the extroverts monopolize the discussion
Control participation by reminding people of the purpose,time
Recognize differences in individual styles
Change the seating arrangement
Drawing silent types into the discussion

Silence three types
Silence of general agreement and no
contribution(need not worry)
Silence of diffidence( leader should gently bring
the participant into the discussion and make it
clear that his input is valuable)
Silence of hostility( signals that he is detached
and feeling affront,leader should try to get to the
root of the problem and encourage participation)
Joining the discussion

Leader should stay out of the discussion in
most of the cases and remain in the neutral
,facilitative role
If want to advocate a point ,do it at the end
Managing Emotions
Leader should be conscious of written as well as
hidden and emotional agenda of the
participants.(hidden agenda is the unspoken motives
and aspirations which could result in conflict with the
main goals of the group)
Leader should create and maintain positive emotions
that promote working together
Leader should not avoid negative
emotions,acknowledge and create trust
Dealing with latecomers

Always start the meeting on time
Take notice of why some people are habitual
latecomers
Make them realize their importance and their
valuable contribution to the meeting
Managing conflict
Varying views results in a conflict
Not a bad thing
Improves the qualities of decisions,stimulate
creativity and innovation,
controversy promotes objectivity and enquiry and
enables thorough discussion and problem-solving
Conflict-constructive or destructive depends on
the manager
Injecting humor
One way to dissolve tension
Reframe a problem or a conflict in a humorous
light
Humor can be used to help people put at
ease,make bad news easier to accept,,or
introduce a sensitive subject
Humor should be appropriate
Ending the meeting

After finishing all the agenda items its time to wind
up the meeting
Leader should sum up what has been accomplished
and what remains to be done
If want to call another meeting on the same
subject,set a tentative date and time
Even if meeting has not resulted in solving a problem
or settling an agreement ,leader should summarize
whatever progress has been made
Sets a positive tone for future
Follow-up
At the end minutes should be prepared by the
secretary
Serve as a useful tool to remind everyone
involved about the decisions and judgments
Secretary after preparing get it signed by the
chairman
Minutes
Formal Meeting
-Minimal information-when and where
meeting was held
-Prcis of what was said in the form of a
report
-word for word account of what was said
Informal minutes
Bullet point list of decisions taken,of work
progress to date
A list in table format( topic,decisions
made,and subsequent action to be taken)
A narrative report of a conversation that
took place between several people
Conferences
Type of business meeting
Purpose is to confer with people having
similar interests and to pool their
resources,(experiences and opinions)
Discussion results in a set of suggestions on
the topic,theme of the conference
Participants are more and subject matter
wider than those of a seminar and symposia
Continued
Includes wide range of activities
- formal lectures
- Exhibitions
- Audio-visual presentations
. Trend in academic institutions ,now-a-days academic
institutes collaborate with business enterprises to
organize conferences on various themes
. Serve as a forum for the experts from various organizations
to meet, discuss,and acquire new knowledge and insight
into the theme of the conference
Significance
Play a significant role in developing an analytical
and questioning attitude among the participants
Participants define the issue,ascertain its
depth,scope and related issues
Discuss all the factors and suggest alternative
solutions which leads to best decisions-experts
suggestions lead to better decisions
Got educational value in
business,,negotiations,,collaborations and
collective thinking eg. Corporate manager
Continued
An employee on attending an in- house
conference develops feelings of unity
Enables employees to think more effectively in
terms of objectives and challenges of the
organization as a whole(e.g.. Weekly sales
conference of sales dept. helps salesman to
develop as effective strategy for the next month)
Conference sessions bring about a change in
conferees attitude( on meeting different people
and listening to different experiences whole
outlook gets changed)
Planning and Preparation

Organizing a conference is a difficult task
Requires meticulous planning and
preparation
Following guidelines should be kept in mind
while planning for a conference
-Decide on a broad area and narrow it down
to a specific theme after consulting other
members of your organization
Continued
Identify related issues-adequate scope for
deliberations
Identify and prepare a list of prospective
conferees
Decide the date
Identify the chief guest and get his consent
Work out the topics for various sessions and
identify the chairperson,vice-chairperson and
lead speaker
Prepare a list of invitees
Continued
Estimate the budget for each session and
fix the registration fee
Prepare a brochure containing the
following details
-the theme
-name of the sponsors/dates
-an introduction to the theme and to the host
organization
Continued
-related issues on which papers can be presented
-travel,accommodation.
-registration form,deadline for submission of abstract of
papers and
-address(postal as well as e-mail)
.Prepare the format for a covering letter (sent along
with the brochure)
.form an organizing committee and an advisory
committee
.allocate work to individual task groups of the organizing
committee
Continued
Plan well ahead(3 months in advance)
Meet the committee members frequently to
learn latest developments and share any other
info.
Prepare a conference evaluation form
Procedure
Make sure as the convenor that info.reaches all
the prospective conferees and invitees
After getting replies,get relevant info. Tabulated
and make necessary arrangements for the
following
-transport
-accomodation
-reception
-timings and duration of the session
Continued
-seating
-projection facilities
-identifying volunteers
-lunch and tea breaks
-invitations for inaugural and concluding sessions
-venue
-preparation of souvenir containing abstracts of all
papers to be presented
-production of required materials to be distributed
Continued
-Ensure the participants are well received and have
a comfortable stay
-welcome all the guests at the inauguration and
introduce the theme
-briefly mention the arrangements made for the
various sessions
-duration vary from one to three days
-if no.of participants are more organize parallel
sessions
Continued
At the valedictory session distribute the
conference evaluation forms among the
participants
Feedback helps you in overcoming your flaws
and incorporate suggestions in future
BITS Pilani
Pilani Campus
Instruction Manuals: Ch 17
and Review
TOPICS COVERED SO FAR

Till EC 1
Communication
(Overview)
Barriers
Use of technology
Listening
Presentations
Writing
Letters
After EC 1
Group
communication
Interviews
Reports
Proposals
Research paper,
dissertation, thesis

NO: BITS ZG 659BITSZG659
TECHNICAL COMMUNICATION
488
Topics
INSTRUCTION MANUALS
DESCRIPTION

489
INSTRUCTION MANUALS
Technical background
Theory
Equipment and supplies
Discussion of steps
Supplementary discussion

490
INSTRUCTION MANUALS
Writing style
Illustration
Content formatting
Checklist ( Introduction, lists, headings
main and sub, graphics, supplements, section
for equipment, section for definition,
description, etc.)
491
USER MANUAL
Type of instruction manual
More elaborate
Installation, Operational details,
maintenance, troubleshooting procedures
Cover, Precautions, Contents, Introduction,
Abbreviations, Specifications, Warranties,
Accessories, Contact details
492
TECHNICAL DESCRIPTION
Objects, Process, Concept
Naming, Defining, Describing, Illustrating
One complete cycle of operations to be
given
Process Description
Scope, Reagents, Standard solutions, sample
preparation, analysis, calculations
493
REVIEW OF TOPICS 1 TO 15

494
Communication: Overview
Definition
Process
Types
Network
Characteristics
Importance
Barriers
495
BARRIERS
TO
COMMUNICATION
1. Intrapersonal
2. Interpersonal
3. Organizational
496
TECHNOLOGY IN
COMMUNICATION
Advantages
Disadvantages
Creating Messages
Presenting Messages
Transmitting Messages
497
Mention the 6 Traits of Active

Listening
Being non evaluative

Paraphrasing
Reflecting implications
Reflecting hidden feelings
Inviting further contributions
Responding nonverbally
498
PROFESSIONAL PRESENTATIONS
Defining Purpose
Analysing Audience and
Locale
Organizing Contents
Preparing outline
Understanding Nuances of
Delivery
Understanding Kinesics and
Paralinguistics
Using Appropriate Visual
Aids
NO: BITS ZG 65927/07/07
BITSZG659 Technical
Communication
499
BUILDING BLOCKS
Words and Phrases
Sentence structure
Paragraph structure
Readability
500
Business Letters
External correspondence
Reflect your company
Inquiry, cover, complaint, adjustment, sales, job
Reports, proposals
More formal than memoranda
Personal (I, we, you etc.)
Block format
Clear, concise, correct, complete, courteous
501
FORMS OF
GROUP COMMUNICATION
Meetings
Seminars
Group Discussions
Symposia
Panel Discussions
Conferences
Conventions
502
MEETINGS
Purposes
Planning and
preparation
Procedure
Follow up/
Evaluation
503
Group Discussion
Definition
Traits
Group behavior
Approach
Dos
Donts
504
CONFERENCES
Significance
Planning and Preparation
Procedure
Evaluation
505
INTERVIEWS
Definition
Purposes
Types
Job
Interview
LECTURE NO. 3
506
Ten critical success factors
Positive attitude toward work

Proficiency in the field of study
Communication skills (Oral and Written)
Interpersonal Skills
Confidence
Critical thinking and problem solving skills
Flexibility
Self-motivation
Leadership
Teamwork
507
TEN MOST COMMON REASONS FOR

REJECTION
Arrogance
Apathy
Uninhibited nervousness
Equivocation
Lack of concentration
Lack of crispness
Lack of Social skills
Lack of firmness
Inadequate quantitative skills
Unsuitable personality

LECTURE NO. 3
508
Job Application
Crucial first impression
Appearance, content
Well organized, written, presented
Free of errors
Purpose is to persuade that you have abilities,
skills & personal qualities
Paper copy, scannable resume
Cover letter + Resume

509
RESUME
An accurate summary of your credentials
Technical / Marketing document that present your
past and present performance to enable the
receiver to assess your future potential
Education, achievements, job experience, goals
Should flow naturally and be easy to read
Should be based on a particular format
Chronological, Functional, Hybrid, Electronic
( Ref: Pages 312 316 Technical Communication by
OUP)
510
REPORTS
Definition
Objectives
Characteristics
Importance
Types
Preparatory Steps
Format
Structure
511
FORMATS
Manuscript
Memo
Letter
Printed form

512
Define Purpose & Scope

Determine the audience
Collect & select data
Organize the material
Make an outline
Interpret the data
Prepare the first Draft
513
Illustrations
Figures
Tables
Dependent
Phrase
Independent
Graphs
Maps
Drawings
Charts Photographs

514
MEMO REPORTS
Routine business matters ( making changes,
improving working conditions, etc.)
Helps administration in problem solving and
decision making
Permanent record of internal operations
Memo format
Printed format

515
Body of the memo report

Introduction
-Purpose, scope, context, background,
Discussion
-Topics- two / three
-Plans (next) / expectations dead line
-Distribution / cc etc.
Conclusion
- any additional information ( Please see pages 447-448)
516
LETTER REPORTS
All characteristics of formal letters are applicable
Conciseness, clarity, correctness, completeness,
courtesy
You attitude
Longer than memo reports as they are external
Can be detailed and include illustrations

517
LETTER REPORTS
Please see the sample in pages 449 and 450
Heading, date, inside address, salutation,
subject, introductory para, main text
containing sub headings and illustrtaions,
recommendations, complimentary close,
signature

518
Technical Proposals
Definition
Purposes
Types
Structure
519
Structure
Prefatory
Main body
Supplementary parts
520
Prefatory
Title page
Letter of transmittal
Draft contract
Table of contents
Executive summary
521
Main body
Introduction
Technical section
Management section
Cost estimate
Conclusion
522
Supplementary
Appendix
Sources and References
523
References
Actually consulted
Names, initials of all authors title, vol. no., year, page no.
To cite papers accepted for publication in press
No ref. to unpublished words, personal communications

524
DISSERTATAION
Longer research paper
Critical statement and not a
mere exposition
In depth discussion of the
topic
525
STRUCTURE
Title page
Acknowledgements
Contents Page
Abstract
Summary
Introduction
Literature Survey
Methodology
Results
Discussion
Conclusion
References
Appendices

526
THESIS
Longer Dissertation/ Research report
Concerns a problem or series of problems in your
area of research and it should
describe what was known about it previously,
what you did towards solving it,
what you think your results mean
where and how further progress in the field can be
made
527
STRUCTURE
Title Page
Declaration/ Certificate
Acknowledgements
Table of Contents
Abstract
Introduction
Literature review
Middle chapters
Materials and methods
Theory
Results and discussion
Conclusions and
suggestions
References/ Bibliography
Appendices

528
1.RESEARCH PAPER
2.DISSERTATION
3.THESIS
OBJECTIVE
To present organized analysis of a topic
1. 1.Journal
2. 2.Part of assigned work
3. 3. Doctoral research
529
1.RESEARCH PAPER
2.DISSERTATION
3.THESIS
Length: 1. 3 to 10 pages
2. 30-50 pages
3. Longest
Evaluation: 1. By editor
2.By Guide
3.By expert examiners

530
1.RESEARCH PAPER
2.DISSERTATION
3.THESIS
Structure
Mostly similar
1. No cover and title page
531

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BITS Pilani

Learning Objectives (Ref Chapter 1 &3)

1. Understanding the concept of communication

Communication :Defined and Explained

It is a process where by one may express ideas

Text Book: Sharma, R.C. and K Mohan. 2011 Business Correspondence

Reference Book: Raman, Meenakshi and Sangeeta Sharma, 2011

Elements of communication Process

Sender- sender is the person who originates the

Message is the content or what is communicated.

Feedback may be either direct or delayed.

Semantic gap- semantic gap arises when the

Spot the Error in the diagram

Five elements of Communication

Communication Flow and Types

Learning Objectives (Ref Chapter 1 &3)

Typical features of communication

Two way process

Impediments of Upward flow

Less chance of open communication

Lateral or Horizontal communication

Horizontal Flow and Obstacles

Poor Communication skills

Discussion of sample Questions

Non verbal Communication

Non verbal Communication

Nonverbal Behavior Helps Establish

Non verbal cues

Person :Highlights: hair, beard, colour

Attire dress (clothing)

Gestures and Body Movement

The Voice in Delivery

Pronunciation and Articulation

intentions, views, emotions, social

Lecture 2: Communication Barriers

Objective of the Chapter

Technical Communication Course

Technical Communication Course

Technical Communication Course

Fear of Superiors/Hierarchical Barriers

Technical Communication Course

Too many Transfer Stations

Technical Communication Course

Technical Communication Course

Use of Inappropriate Media

Technical Communication Course

Technical Communication Course

Technical Communication Course

Technical Communication Course

Technical Communication Course

Technical Communication Course

In the business fields, it is also essential to make such

Technical Communication Course

Incongruity of verbal and non-verbal

Technical Communication Course

Poor Listening Skills

Technical Communication Course

Noise in the Channel

Technical Communication Course

Chapter 4: Active Listening

Objective of the Chapter

Technical Communication Course

The Listening Process