Q.1 (i) The communication process begins with the sender and ends with the receiver.

The
first step the sender is faced with involves the encoding process. In order to convey meaning,
the sender must begin encoding, which means translating information into a message in the
form of symbols that represent ideas or concepts.

(ii) Effective Communication is defined as the ability to convey information to another

effectively and efficiently. Business managers with good verbal, nonverbal and written
communication skills help facilitate the sharing of information between people within a
company for its commercial benefit.

(iii) Written communication is time-consuming as the feedback is not immediate. The

encoding and sending of message take time. Effective written communication requires great
skills and competencies in language and vocabulary use. Poor writing skills and quality have
a negative impact on organization's reputation.

(iv)  Face-to-face communication is the distinction of being able to see the other party or
parties in a conversation. It allows for a better exchange of information since both speaker
and listener are able to see and interpret body language and facial expressions.

(v) In upward communication, the messages or information is passed from the bottom of the
organizational structure to the top of the organization, whereas in downward communication,
messages or information is passed from the top of the organizational structure to the bottom
of the organization.

(vi) The telex network was a customer-to-customer switched network of teleprinters similar

to a telephone network, using telegraph-grade connecting circuits for two-way text-based
messages. To reduce line usage, telex messages were encoded onto paper tape and then read
into the line as quickly as possible.

(vii) Semantic barriers to communication are the symbolic obstacles that distorts the sent

message in some other way than intended, making the message difficult to understand. The
meaning of words, signs and symbols might be different from one person to another and the
same word might have hundreds of meanings.

(viii) Group discussion refers to a process where a group of people sits together to discuss a
given topic. Contrary to the concept of debating, group discussions are friendlier in approach.
In group discussions, no further deviation is made into the group formed. The group discusses
a topic in a friendly manner and arrives at a conclusion derived upon considering all the
points discussed therein. Group discussion is surely one such way to keep the cognitive
development.  Group discussion has a way to contribute to the overall development
of communication skills. This requires a strong command over the language.

(ix) To improve your communication skills, you must learn to listen effectively. Effective

listening gives you an advantage and makes you more impressive when you speak.
It also boosts your performance.

(x) Credibility does imbibe several other elements that make it a crucial factor for effective
communication. Among such are: dynamism, articulation, enunciation, trustworthiness and
audience adaptation of speaker among others.

Q.2 (i) Some characteristics of communication are-:

1. Completeness-: Effective communications are complete, i.e. the receiver gets all the
information he needs to process the message and take action. A complete
message reduces the need for follow-up questions and smoothens the communication
process.

2. Conciseness-: Conciseness is about keeping your message to a point. This is more

about the content of your message rather than its length. Even a short memo can
include irrelevant or redundant information. Conciseness helps the receiver focus on
what’s important, speeds up the processing of information and caters for improved
understanding.

3. Consideration-: Effective communication takes into account the receiver’s

background and points of view. If your message hits a nerve or sounds as
disrespectful, the emotional reaction of the receiver might affect the perception of
your message. Also, tailoring your message to your audience – e.g. by using
argumentations and examples which are relevant to their experience – makes it easier
for them to process the contents.

4. Concreteness-: A concrete message is specific, tangible, vivid. It’s supported by facts

and figures for enhanced credibility. It helps your audience gain an overview of the
broader picture. Concreteness mitigates the risk of misunderstanding, fosters trust and
encourages constructive criticism.

5. Courtesy-: Courtesy and consideration complement each other in effective

communications. Courtesy means respecting the receiver’s culture, values and
beliefs – i.e., crafting a message that is genuinely polite and unbiased.

(ii) Grapevine means “the informal transmission of information, gossip or rumour from
person to person.” The term grapevine can be traced to civil war days when vine like
telegraph wires were strung from tree to tree across battlefields and used by army
intelligence. In this network of communication, flow of communication is omni-directional.
Grapevine network communicators can exercise positive or negative influences in the
organizational activities. Person of any rank can communicate with person of any rank.
1. Advantages-
 Rapid transmission
 Feedback mechanism
 Creates unity
 Stress buster
 Supplement
 Mentally prepares for challenge
 Promotes efficiency
2. Disadvantages-
 Lacks credibility
 Affects productivity
 Distortion
 Hampers goodwill
 Cannot trace responsibility
 Ruin reputation

(iii) Visual aids are items of a visual manner, such as graphs, photographs, video clips etc
used in addition to spoken information. Visual aids are chosen depending on their purpose, for
example, you may want to: Summarise information. A visual aid is anything the audience can
see that helps the speaker get his or her message across to the audience. Visual aids serve in
several different capacities throughout a presentation. In this section, Leigh Kelly addresses
visual aids and the following functions they perform:
1. Emphasize ideas through both sight and sound
2. Enhance your credibility
3. Capture and hold audience attention
4. Help your audience remember your speech
5. Help control stage fright

(iv) The Barriers to effective communication could be of many types like linguistic,

psychological, emotional, physical, and cultural etc.

1. Linguistic Barriers-: The language barrier is one of the main barriers that limit effective
communication. Language is the most commonly employed tool of communication. The
fact that each major region has its own language is one of the Barriers to effective
communication. Sometimes even a thick dialect may render the communication
ineffective.
 2. Psychological Barriers-: There are various mental and psychological issues that may be
barriers to effective communication. Some people have stage fear, speech disorders,
phobia, depression etc. All of these conditions are very difficult to manage sometimes
and will most certainly limit the ease of communication.

3. Emotional Barriers-: The emotional IQ of a person determines the ease and comfort
with which they can communicate. A person who is emotionally mature will be able to
communicate effectively. On the other hand, people who let their emotions take over
will face certain difficulties.

4. Cultural Barriers of Communication-: As the world is getting more and more

globalized, any large office may have people from several parts of the world. Different
cultures have a different meaning for several basic values of society. Dressing, Religions
or lack of them, food, drinks, pets, and the general behaviour will change drastically
from one culture to another.

5. Attitude Barriers-: Certain people like to be left alone. They are the introverts or just
people who are not very social. Others like to be social or sometimes extra clingy! Both
these cases could become a barrier to communication. Some people have attitude issues,
like huge ego and inconsiderate behaviours.

(v) Following points should be considered while writing a report: -

1. Before writing: - Before starting, one should be very clear about the objective(s)of the
report and the audience for whom you are writing. It is also necessary to do a thorough
research of the concept on which the report is based. You should also have clarity on the sub-
topics to be covered in the report and how are you going to present it.

2. While writing: - Nowadays, when people have a lot options to get information on
anything, it is always good to have a to-the-point writing style. Use heading, subheadings,
sections and bullets to showcase the content systematically. Use proper grammar and
punctuation while writing a report. Always use active voice rather than passive voice. Try to
be innovative by presenting suitable ideas and solutions as part of recommendations and
suggestions. Don’t forget to add recommendations and conclusions.

3. After completion-: Once you are done with writing, it is a good practice to proofread the
piece to ensure the quality and accuracy of the content. Also make sure the report has really
addressed the issue(s) and also has practical suggestions.

Below is the format of a report:

1. Title page
2. Acknowledgements
3. Contents page 
4. Terms of reference
5. Procedure 
6. Materials and methods 
7. Summary 
8. Introduction 
9. Main body 
10. Results 
11. Conclusion 
12. Recommendations 
13. Appendices
14. References 
15. Bibliography 
16. Glossary
Or You can also consider writing in the below format:
A brief summary which should not be more than a page in length and includes the content of
the report.
1. Introduction
2. The main body of the report.
3. Recommendations and conclusions.

Q. (B) Fill in the blanks

(i) Body

(ii) 28

(iii) Email and specific format

(iv) Concise format

(v) Vague

(vi) Emotions and sentiments

(vii) Specific

(viii) Heart

(ix) Effective

(x) Emotions
Q.(C) Mark the correct answer

(i) Needless

(ii) Consideration

(iii) Style and etiquette

(iv) Seven C’s of communication

(v) Straightforward

Q. (E) True/False

(i) True

(ii) True

(iii) True

(iv) False

(v) True

(vi) True

(vii) True

(viii) False

(ix) True

(x) True

(xi) True

(xii) False

(xiii) True

(xiv) True

(xv) True