COMMUNICATION SKILLS

Communication skills
Q.1. what is communication? Write few definitions of communication? Ans. The English word communication is derived from the Latin noun communis and the Latin

verb communicare that means to make common. The word was used in English language for first
time in 1914. It is the most essential skill to be successful in every field of life. Every living thing communicates even the ants and bees communicate too. Communication in its simplest sense involve two or more persons who come together to share, to dialogue and to commune, or just to be together for a festival or family gathering. Dreaming, talking with someone, arguing in a discussion, speaking in public, reading a newspaper, watching TV etc. are all different kinds of communication that we are engaged in every day. Thus, communication can be defined as the interchange of thoughts or ideas. Here are some other definitions of communication. 1-Communication is exchange of information 2-Communication is any behaviour that results in an exchange of meanings 3-Communication is mutual exchange of facts, thoughts, opinions, or emotions. 4- To send message across is also called communication 5- Communication is a mutual exchange of useful information in the form written oral or some other means to get the desired results. 6- A process of sharing or exchange of ideas, information, knowledge, attitude or feeling among two or more persons through certain signs and symbols. Q. 2. What are the objectives of effective communication? Ans. We can derive a lot of objectives from the definition of communication. Here is a brief description of the objectives. 1-To Inform The first and foremost objective of communication is to exchange information. It is the major objective of communication to convey the message or information to others. 2-To Persuade or Convince The second major objective of communication is to persuade the people to change their behaviour in your favour. It aims at the change of opinion as advertisers do. 3- To Solve the Problem The solution of any problem depends on the information available about the problem. Communication helps you to collect information and solve the problem. 4-Coordination Communication is necessary to harmonize our efforts. It helps an organization to bring all the efforts together. Coordination is a thing that is essential for smooth working of an organization. Essentially, the primary function of communication is to inform, educate, entertain and persuade people. Q.3 What are the benefits/advantages of communication? Or 1|Page

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What is the importance of communication? Ans. Communication is important both for an individual and also for the society. A persons need for communication is as strong and as basic as the need to eat, sleep and love. Communication is the requirement of social existence and Isolation is in fact the severest punishment for human being. Communication is not only essential for individuals but also for organization. An organization may work smoothly only when it possesses high standards of communication. Some most useful advantages of communication are as under: 1-Life blood of any organization It is the communication that makes an organization to work efficiently. It is the soul of an organization. Every matter depends on communication. 2- Smooth functioning As already said communication is the only source that enables an organization to run on right directions. Sale purchase and every other business matter including human resource management depend on communication. 3- A source of liaison with external parties Communication helps an organization to deal effectively with external parties. 4- Increase production Effective communication is the most effective measure in the increasing the production of an organization. 5-Planning and coordination Communication helps in planning and controlling the business matters of an organization. 6-Decision making Communication provides necessary information for making right decision at right time. 7-Motivation It is through communication only that you can motivate the people and the workers. 8- Interaction with customers Only communication makes it possible to deal effectively with the customers. 9-Source of feedback Communication enables you to get feedback about your goods and services. 10-Public relations Public relations which are the source of success are built and maintained through communication. 11- A global value Communication has become a great global value. Only such organization or person gets response as is well versed in communication. 12- Necessary for personal success and promotion. Q .4. What is importance of communication in personal life? Ans. Communication has become a global value. Only that organization or person gets response that is well versed in communication. Communication is the means by which people convey to one another. Throughout our lives, we are involved in communication situations. When we talk and work with our colleagues, friends, subordinates, superiors, experts, teachers, students, family members and with the people in all walks of life, when we read and /or write the books, when we buy or sell the products or 2|Page

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services, when we manage our business and when we are involved in any other activity, we are invariably involved in communication situation. The society in general or an organization of any type cannot exist without the relations that are built and strengthened by communication. So the communication is the source of success in this age. A person possessing communication skills is always preferred and honoured everywhere. It enables him to achieve the goal and aims of his life. It is the source of promotion for a person. Q .5 what is communication process or communication cycle? Ans. Communication is the mutual exchange of useful information through different media. The message or information reaches the receiver after passing through many phases or steps. Step by step flow of communication is called the communication process. The steps involved in communication are described as under; 1-Conception; thinking the message The sender thinks about the message, conceives the ideas and decides about the message. 2-Encoding. Encoding is the formulation of messages in the communicators mind, that is, the communicator translates his ideas, thoughts or information into a message. 3-Transmission The selection of media for conveying the message is decided by the sender. The mode of conveying the message is called the transmission. 4- Reception. At this stage the message is received by the receiver. 5-Decoding The process of understanding the message is called decoding. 6-Feedback It is the response of the receiver after understanding the message which he conveys to the sender. Q .6 What are the components or elements of communication process? Ans. Communication is the transmission of message from one person or organization to other. It is a dynamic process involving a series of actions and reactions with a view to achieving a goal. These actions are called the elements or components of communication process. Each element plays an important role in making the communication effective: These components or elements are as under; 1-The Context or Situation The context is the situation or circumstances in which the message is formulated received or sent. 2-The sender/encoder/communicator Communicator (sender or encoder) is the one who begins the communication process. He may be a person who takes the initiative to start a message. 3-The Message The message is the backbone of the communication process. It is the major component of the process. What does the sender wants to convey is called the message. It may be written oral or a sign. 4-The Medium or Channel A channel is the vehicle through which a message is carried from the communicator to the receiver. The channels of communication are many-written, spoken, verbal, non-verbal, mass media, etc. 3|Page

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5-The Receiver The receiver is the person for whom message is intended. For effective communication, the receiver is the most important link in the communication process. 6-The Feedback Feedback is the response or acknowledgement of receiver to the sender. How does the receiver react or feel about the message is conveyed to the sender. Q. 7 What are the barriers in the way of communication? Ans. Any disturbance in the process of communication which hinders the smooth flow of information is called the barrier in the way of communication. Here are the barriers briefly discussed. 1-Semantic barriers The words used by the sender are not understood properly by the receiver. He can give some different meanings to the words of the message due to denotation, connotation or by passing. 2-Physical barriers Noise disturbance and distraction are physical barriers. These are mainly related to receivers environment. 3-Mechanical barriers All the barriers related to machines that are used as media are called mechanical barriers. 4-Wrong perception Due to cultural differences many messages are not understood properly. These include stereotyping slanting and close mindedness. 5-Complex organizational structure Sometimes message is delayed or derailed due to complex structure of the organisation. The meanings of thee message changed or mutilated. 6-Credibilty of the sender If sender is not trustworthy his message will not be taken seriously and true. The receiver will not pay any attention to it. 7-Complexity of message The complex contents of the message are also one of the barriers in the way of communication. 8-Misunderstanding the body language If receiver is not familiar to the body language he may misunderstood the motions and gestures and would not be able to translate the message correctly. Q8. Briefly describe the Kinds of communication? Ans. Communication is the exchange of information. A communicator might convey his message through different means and methods. The ways or methods of transmitting the message are called its kinds. There are three major kinds of communication. 1-Oral communication 2-Written communication 3-Non-verbal communication 1-Oralcommunication Oral communication is the kind of communication which involves the spoken words. Oral communication generally involves both verbal and non-verbal symbols. We spend a lot of time in speaking. Oral messages 4|Page

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are continuous, with words and sounds spoken and uttered in connected way. Oral communication is personal, spontaneous and flexible. The spoken words can encourage the people to take over and complete the tasks beyond their ability. The speeches of famous leaders and revolutionaries have had the greatest impact on people resulting in movements and revolutions. Oral communication is vital to human relationships in every business organization as well as social gatherings. 2-Written communication Written communication means communication through written or printed words. This is primarily verbal in nature. Written communication is formal and literate and follows rules of grammar strictly. 3-Non verbal communication The kind of communication that does not involve words but sounds gestures motions signs and expressions is called non verbal communication. Everything from the simple shrug of the shoulder, the Vsign, the OK ring, the thumbs up gesture, eye movements, facial expressions, body postures, gestures, gait, clothing to the tone of voice, the accent. Nonverbal components of communication also involve the use of space, of touch and smell and paralanguage. Q. 9. What are characteristics of Oral communication? Write its merits and demerits also? Ans. Oral communication is a kind of communication that consists of spoken words. Oral communication is the kind of communication which involves the spoken words. Oral communication generally involves both verbal and non-verbal symbols. We spend a lot of time in speaking. Oral messages are continuous, with words and sounds spoken and uttered in connected way. Oral communication is personal, spontaneous and flexible. The spoken words can encourage the people to take over and complete the tasks beyond their ability. The speeches of famous leaders and revolutionaries have had the greatest impact on people resulting in movements and revolutions. Oral communication is vital to human relationships in every business organization as well as social gatherings. Characteristics of oral communication 1-It is simple and easy. 2-Conversational in nature. 3-It is interpersonal. 4-Interpersonal relations are always kept in mind. 5-It is suitable for non technical issues. 6-It is flexible and changeable. 7-It is used for matters that need prompt action. 8-It has no permanent record. Merits or advantages of oral communication 1-It is fast and time saving. 2-It is economical. 3-It is flexible. 4-It is used in urgency. 5-It can change the behaviour of listener. Demerits of oral communication 1-It cannot be used for lengthy messages. 2-It does not provide enough time for thinking. 5|Page

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3-It has no permanent record 4-Body language may be misunderstood. 5-The message can be distorted. Q 10 what is written communication, write down its characteristics? Ans. Written communication Written communication means communication through written or printed words. This is primarily verbal in nature. Written communication is formal and literate and follows rules of grammar strictly. Following are its characteristics 1-It is longer and complex. 2-more time is needed to get feedback. 3-It is mostly used for technical details. 4-It is not flexible. 5-It conveys the same message as intended by the sender. 6-It has permanent record. 7-It is somewhat costly than other kinds. Q 11 What is non verbal communication? What are its types and importance? Ans. The mode of communicating without words but with sounds and body language is called non verbal communication. It is very helpful in conveying our feelings and emotions. Words cannot completely describe the feelings which are easily conveyed by the gestures. Albert Mehrabian, expert on body language and author of books like silent messages, found out that the total impact of oral message is only about 7% verbal, 38% vocal and 55% non verbal. Everything from the simple shrug of the shoulder, the Vsign, the OK ring, the thumbs up gesture, eye movements, facial expressions, body postures, gestures, gait, clothing to the tone of voice, the accent. Nonverbal components of communication also involve the use of space, of touch and smell and paralanguage. Non verbal communication can be understood by the following types or aspects;

1-Facial behaviour 2-Kinesics or body movement 3-Posture and gestures 4-Personal appearance 5-Clothing 6-Proxemics 7-Paralanguage 1-Facial Expressions
Faces, it is said, is the mirror of the mind. It is the clearest vehicle for nonverbal communication. It is a constant source of information to the people around us. Our faces reveal how we are feeling inside while we might be trying to present a different emotion. Eye behaviour Eyes and their effect on human behaviour are as important to poets and painters as to the students of nonverbal communication. This is because one can communicate a lot just with the help of the eyes. From winking, seeing, glaring, staring eyes can perform many functions. Eye contact is another important facet

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of eye behaviour. When one maintains eye contact with the audience, he or she is perceived as sincere, friendly and relaxed. Kinesics and body movement Ray Birdwhistell, an expert in the field of nonverbal communication, coined the term kinesics for the different body expressions. Kinesics means study of body movements. Signs, postures and gestures along with facial expressions are included in kinesics. Posture and Gait The way we stand or sit and the way we walk (gait) are strong indicators of our physical and emotional states. These show our anger calm aggression and confidence. Personal appearance Physical appearance is one of the most important factors that influence communication. In fact, ones personal appearance is very crucial as it makes the all-important first impression. Clothing Our clothes provide the visual clue to our personality. Clothes also indicate about ones age, interests, and attitudes. Information about ones status can be judged from the clothes age, condition and fashion. Proxemics Communicating by use of space is proxemics. Often we place ourselves in certain special relationships with other people and objects. The study of these special factors is called Proxemics. Social distance is maintained with people with whom we are meeting for the first time. This distance ranges from 4feet to 12 feet. Para language Vocal characteristics and vocal sounds constitute paralanguage. Oral communication does not just occur through words uttered. The words are supplemented by a lot of other factors, particularly related to the voice. The pitch, tempo, range, resonance, and quality of voice add a lot of flesh and blood to the words. Pitch is the raising or lowering of our voice. Resonance on the other hand is the variation of volume from a quiet and thin voice to loud, booming voice. Speaking too fast or too slow is a variation of tempo. Para language gives us clues about age, sex, emotional states, personality, etc. Smell and taste We receive a lot of information about our environment through the sense of smell. Like a particular fragrance announces the arrival of a particular person. Like smell, taste is also a silent sense that receives and sends messages. Environmental factors Architectural arrangement of objects, interior decoration, colours; time, music, etc are the environmental factors that provide a lot of nonverbal cues and clues.
(93% of communication is nonverbal, 55% through facial expression, posture, gesture 38% through tone of voice)

Q.12 What are the principles of communication? or What are the 7 Cs of effective communication? or Write down C qualities of effective communication?

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Ans. There are some rules that are followed to get the best of the communication. These are also called principles or seven Cs of good communication because all these begin with the letter C. The 7 Cs 1-Clarity: The message must be so clear that even the dullest man in the world should readily understand it. The communicator must be very clear about all the aspects of the idea in his mind and about the purpose for which it is to be communicated. Clarity in thought and expression brings desired results. 2-Completeness: A message must include all the important ideas and details. There should be no omission of the relevant details. Completeness in writing is achieved through proper arrangement of ideas flowing into other ideas and progressing into conclusion. 3-Coherence: Coherence means, tying together of several ideas, under one main topic in any paragraph. Relation and clarity are the two important aspects of coherence. Smooth flow, lucidity and transition should be kept in mind. Coherence saves a message from misunderstanding and misinterpreting. 4-Conciseness: to say the most in the least words is conciseness. It means saying all that needs to be said and no more. We must omit those words and sentences from our message, which are not likely to bring about results. Conciseness refers to thoughts expressed in the fewest words consistent with writing. 5-Concreteness: A good writing is always forceful and direct and has the power and capacity to produce a reaction or desired effect. A clear and direct approach in writing makes it possible to achieve the principle of concreteness in your writing. 6-Correctness: Communication must be correct in tone and style of expression, spelling, grammar, format, contents, statistical information; stress-unstressed, etc. there should not be any inaccurate statements in the message. Efforts must be made to avoid errors in spellings, punctuations, etc. the incorrect written documents lower the readers confidence in the writer. 7-Courtesy and consideration Courtesy in writing means to always keep moral values in mind. We should be polite in our tone and language. Consideration means to focus on the reader. It is also called you attitude. We should use you instead of I or we. Q 13 what is Oral presentation? Oral presentation or speech is an effective way of communication. It is the most effective tool for moulding and shaping the public opinion. Oral presentation involves both verbal and non-verbal communication. We spend a lot of time in speaking. Oral messages are continuous in which words and sounds spoken and uttered are interconnected. A good Oral presentation is personal, spontaneous and flexible. The spoken words can encourage the people to take over and complete the tasks beyond their ability. The speeches of famous leaders and revolutionaries have had the greatest impact on people resulting in movements and revolutions. Oral presentation is vital to human relationships in every business organization as well as social gatherings. It may be short or long. Different media are used to deliver a speech. Q .14 What are the steps of planning an oral presentation? Ans. Speech is a bestowed quality but one can improve his speaking skills by planning it. A person is to speak before the audience and it demands certain capabilities. The first and foremost thing in this connection is the self confidence. A person should be free of fear of stage. Oral presentation is not a casual speaking but it is planned and prepared speech. Following steps are essential for an oral presentation. 8|Page

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1-Purpose of the speech The first step is the purpose of the speech. The speaker must have and know the purpose of his speech. Either it is to inform, instruct persuade or entertain. 2-Analysis of the Audience The second step in this connection is the analysis of the audience. A speaker should be aware of the number of audience, their age, interest, occupation and level of education or understanding before delivering his speech. 3- To know the situation A good speech or presentation is possible only when the speaker is aware of the context or situation in which he is going to speak. He prepares his speech by keeping in mind the situation. 4-Select the Ideas When an orator has determined the purpose and analysed his audience along with situation, it becomes very easy for him to select the main ideas he wants to convey. Firstly he makes a random selection of related ideas and then carefully chooses the most relevant ideas. 5-Research After selecting the ideas the speaker thoroughly researches the topic. He tries to include all the necessary information in his message. 6-Organisation of matter After selecting the ideas and research the orator prepares his speech. He arranges his ideas and often writes it according to the principles of good writing. He selects an introduction, a body and conclusion for his topic 7-Selection of Audio Visual aids After compiling his speech he decides the aids which he going to use in his speech. He selects the audio visual aids according to the contents of his speech audience and the situation. 8-Rehearse and revise The last step in the planning is the revision and rehearsal. The speaker rehearse his speech to become confident and overcome the stage fear. Q15. What are the major kinds of Oral Presentation?
What are the kinds of oral presentation or speech? Or What are the methods of Delivery? Ans. There are four kinds of oral presentation or speech. These are used according to the subject matter, topic

situation and number and size of audience. These are

1-Manuscript reading 2-Memorised speech 3-exteporaneous speech (prepared) 4-Impromptu speech (unprepared 1-Manuscript reading Reading out the speech from the paper is called manuscript reading. It is used for long and technical speeches. The long speeches are difficult to memorise. Moreover the technical information needs to be correct. The manuscript reading is the most suitable for such speeches. 2-Memorised speech

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If the speech is short and without any technical information it is delivered after memorisation. The speaker writes, memorise and deliver the speech. It is not the best method of delivery. Fear of forgetting is always a risk in this kind of speech. 3-exteporaneous speech (prepared) The speech is prepared and is delivered with the help of written outline, note cards and visual aids. It is considered the best way of delivering a speech. It helps the speaker to have an eye contact with the audience and there is also no fear of forgetting the speech. 4-Impromptu speech (unprepared It is an unprepared speech and the speaker is required to speak on the occasion according to the situation. It is always unexpected and hence difficult to deliver. The most experienced speaker uses this kind of delivery. It is mostly used by the people in the helm of the affairs of state or organisation.

Q16. What are the essential parts of a business letter? Ans. A business letter is a document that reveals the status of the sender as well the organization. If it is well written and organized deftly it produces a favourable response. A business letter is a formal letter and consists of the following essential parts. 1-Letter head; It is the name and address of the sender. Many organizations and even individual have printed letter pads which have not only address but also other necessary information about the sender. 2- Date; It is the essential part of a business letter. It is the date on which the letter was written. It is written in many ways but the most formal way is to write full name of the month then day and after coma the year as February 25, 2012. 3- Inside address; It is the name and address of the person to whom the letter is written. It is also written in the same fashion as letter head. It is the same address that is written outside the envelope. 4-Salutation; it is the courteous way of beginning a letter. Through salutation we address the receiver of the letter. The salutation is according to the status and post of the receiver. We often use the following salutations for our business letters. Sir, Dear Sir, My dear Sir, Dear Gentleman, Dear Madam 5-Body of Letter; It is the main message of the letter. Here the sender uses his skills to convey his message in the best possible language and manner. The body of letter should be free of mistakes and seven principles of writing should be kept in mind while composing the message. 6-Complimentary Close; It is the formal way of leave taking or ending the letter. It is always according to the salutation. Common complimentary closing are Yours truly, Yours faithfully, Yours sincerely, etc 7-Signature: no business letter is accepted without signature. It is the name and signature of the sender of the letter below the complimentary close.

Q.17 What is job application? Ans. A letter written to an employer requesting for employment is called a job application. It has two kinds 1-Solicited job application. It is an application that is written in response to an advertisement for the job. Vacancies are announced and advertised along with the criteria. The application written to such advertisements is a solicited job application. 10 | P a g e

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2-Unsolicited job application It is an application which is not in response to any advertisement. It is always written with reference to some reliable sources. Specimen Solicited Job Application Q. 18. Write an application to the Chairman TEVTA for the post of stenographer at a college. Examination hall, City (A.B.C.) February 27, 2012 The Chairman, TEVTA, Punjab, Lahore. Subject: Application for the Post of Stenographer Respected Sir, I have come to know through the advertisement in the daily Dawn dated February 25, 2012, that there are some posts of stenographer lying vacant under your kind control. I fulfil the criteria for the post and offer my services for one of the above said posts. I am a young man of 26 and blessed by god with sound health. I have been an athlete in my college. Moreover I have got distinction in my academic career. If I am given a chance I will try my best to prove my worth for the department. My CV is attached with the application for complete information me. Hoping a favourable response, Yours faithfully, X.Y.Z

Specimen Unsolicited Job Application Q. 19. Write an application to the Chairman TEVTA for the post of stenographer at a college. Examination hall, City (A.B.C.) February 27, 2012 The Chairman, TEVTA, Punjab, Lahore. Subject: Application for the Post of Stenographer Respected Sir, I have come to know through the reliable sources that there are some posts of stenographer lying vacant under your kind control. I fulfil the criteria for the post and offer my services for one of the above said posts. I am a young man of 26 and blessed by god with sound health. I have been an athlete in my college. Moreover I have got distinction in my academic career. If I am given a chance I will try my best to prove my worth for the department. 11 | P a g e

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My CV is attached with the application for complete information me. Hoping a favourable response Yours faithfully, X.Y.Z

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Q. What is CV? Explain with examples Make a Brief CV for any post. Ans.

Part 2 OBJECTIVE TYPE QUESTIONS

Section 1 Short Answers of Questions Chapter 1.................Communication
1-What is the definition of Communication? Ans. Mutual exchange of useful information through written oral or non verbal manners to achieve an object is called communication. Or A process of transmitting and receiving a message through the word of mouth, in written form or through body language to produce a response. 2-What are the meanings of Latin words 'communico' and 'communis' Ans. Communico means to participate or impart and communis means common. 3-What are the three elements of communication? Ans. I) Purpose of communication ii) Know your audience iii) Select the media 4-What are the main steps of the communication process? Ans. 1-Sender 2. Encoding 3.Message 4.Receiver 5. Decoding 6.Act 7.Feed back 8.Follow up 5-What is decoding? Ans. It is the translation and interpreting of the message for understanding it. 6-What are objectives of communication? Ans. writes three objectives of communication I) to inform ii) To persuade and iii) to solve the problem. 7-What are the benefits of communication? 1- It is life blood of an organization 2-It helps in smooth functioning 3- It helps in planning 4-In making and implementing decision 5-Builds public relations 8-What is importance of communication in an individual's life or in one's personal career? Ans. It is helpful in performing duties, for promotion and professional reputation. 9-What is the great global value? 12Ans. Communication is a great global value.

Chapter 2........Communication Process

10-What is communication process? Ans. Step by step flow ( ) of a message from the sender to receiver is called communication process. 11-What are the steps of communication? Ans. Conception/perception 2-Encoding3-Tranmission4-Reception5-Decoding 6.Feedback 12- What are the elements or components of communication process? 1-Context 2-Sender 3-Message 4-Channel or Media 5-Receiver 6-Fedback

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13-What is Context? The situation in which the message is thought conceived and created is called context. 14-What is decoding and who is decoder? The translation of the message to understand it is called decoding and the person who does so is decoder. 15-What is encoding? The formulation of message is called encoding and the person who creates the message is called encoder. 16-What is feedback? The reaction or response of the receiver that reaches the sender is called feedback. 17-What is media? The channel or source through which message is carried to the receiver. 18-What are the barriers of communication? A few barriers are; 1-Semnatic 2-Physical 3- Mechanical 4-Perceptual

Chapter 3 .......Kinds of communication

19-What are the major kinds of communication? There are two major kinds of communication 1-verbal communication 2-non verbal communication 20-What are the two kinds of verbal communication? These are written and oral communication 21-What is verbal communication? The communication which involves words either these are written or spoken is called verbal communication 22-What is non verbal communication? The kind of communication which does not involve spoken words is called non verbal communication. It consists of body language 23-What is body language? The gestures and motions of body including our tone which we use during our conversation are called communication. 24-What is oral communication? Sending message through the spoken words is called oral communication 25-What are the three aspects of non verbal communication? These are 1-Appearance; how a thing, place or person looks 2-Body language; motions and gestures of body 3-Silence, time, space and colour 26-What is kinesics? Ans. Body language is called kinesics. 27-What are the four aspects of kinesics? 1-Facial Expressions 2-Body Movements' 3-Smell and Touch 4-Voice Quality 28-What is paralanguage? Ans. The non lexical aspect of communication as intonation, hesitation noises, gesture, and facial

expression
29-What do you mean by proxemics? The space around the speaker is called proximics. It also includes the arrangement of the space and way of using it.

Chapter 4............7 C's of Communication

30-What are 7 C's of effective communication?

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Ans. The principles and qualities of good communication begin with the letter C that is why these are called Seven C's. These are: 1. Clearness 2. Conciseness 3. Completeness 4.Correctness 5.Courtesy 6. Consideration and 7.Concreteness 31-What is Conciseness? Ans. To say more in less words or fewer words 32-What is Correctness? Ans. Accuracy of form language and expression is called Correctness 33- What is Consideration? Ans. Focusing on the listener or reader, on 'YOU' instead of 'we' or 'I' is called Consideration. 34-What is concreteness? Ans. To be vivid definite and specific is called concreteness. 35- What is Clarity or Clearness? Ans. To convey the message in simple and easy language so that the receiver may understand it easily is called clarity. 36-What is completeness or comprehensiveness? Ans. To convey full information about the facts to the reader is completeness. 37-What is courtesy? Ans. To express good polite and sincere attitude while exchanging information is called courtesy. 38-What are the 5 W's of completeness? Ans. These are What, When, Where, Why,

Chapter 5--------------------Listening skills

39-What is listening skill? Ans. Hear to understand is called listening. It involves not only ears but also mind. 40. What is listening according to Lannon and Dumont? It is a complex process of receiving deciphering accepting and storing the heard voices. 41-what kind of skill listening is? Ans. Listening is a decoding or receptive skill. 42-What is the purpose of listening? Ans. The basic purpose of listening is to get information. Other purposes may include analysis, inspiration, relaxation and socialization. 43-What are the main kinds of listening? Ans. There are two basic kinds of listening 1-Active listening 2-Passive listening 44-What is active listening? Ans. When a listener intentionally listens something with the involvement of mind, it is called active listening. 45- What is passive listening? Ans. Hearing without intentional effort to understand is called the passive listening. 46-what are the barriers in the way of listening? Ans. These are 1-Fake attention, 2- Lack of interst3- Prejudiced views and 4-Semantic stereotypes (the meaning of a word, phrase, sentence, or text is called semantics). 47-Write a few techniques that can improve listening skill? Ans. Prepare for listening 2-possess proper attitude towards the speaker and the speech 3-be attentive 4take notes 5-anaylse and summarize. 48-Write some general kinds of listening? Ans. Appreciative listening, informational listening and evaluative listening are the general kinds of listening. 50-What is deciphering? Ans. Deciphering means assigning of meanings to voices.

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51- What is accepting in listening process? Ans. To interpret or understand the message as the speaker intends is called accepting. 52- How much time we spent in listening? Ans. We spend 45% of our time in listening. .Chapter 6 ------------------------Speaking 52-What is speaking? Ans. it is a communication skill in which message is conveyed through speaking. 53- How much time we spend in speaking? Ans. We spend 30% of our time in speaking. 54- What is the purpose of speaking? Ans. The main purpose of speaking is to convey our message or inform other. Other purposes are to persuade, stimulate, entertain, emphasise, instruct and to explain. 55- What are the barriers to speaking? Ans. Lack of purpose ,lack of planning, poor atmosphere and body language, wrong selection of words, ignoring the audience and defective delivery are the main barriers to speaking. 56- Write some techniques to improve listening? Ans. To prepare, to determine the purpose, to know the situation, to make an outline, to choose the main idea, to overcome nervousness and display of proper physical behaviour are some techniques that can improve speaking skill. 57-What is pronunciation? Ans. Pronunciation is the method of uttering the words. 58- What is vocal behaviour? Ans. Vocal behaviour means the accent, volume, tone speed, voice quality and pronunciation of the speaker. 59- How can we plan a speech? Ans. There are 8 steps of planning a good speech 1-Determine the purpose 2-know the audience 3-Keep in mind the situation 4-select the main idea 5-research the topic well 6-organise the collected data in logical manner 7-select the visual aids 8- Rehearse and revise the speech

Chapter 7..................Oral presentation

60- What does oral presentation mean? Ans. A spoken statement is called oral presentation. It is the second name of speech. 61-What are the kinds of oral presentation or speech? Or What are the methods of Delivery? Ans. There are four kinds of oral presentation or speech? 1-Manuscript reading 2-Memorised speech 3-exteporaneous speech (prepared) 4-Impromptu speech (unprepared) 62-What is manuscript reading? Ans. Reading out the speech from the paper is called manuscript reading. It is used for long and technical speeches. 63- What is memorised speech? Ans. The speaker writes memorise and deliver the speech. 64-What is extemporaneous speech? Ans. The speech is prepared and is delivered with the help of written outline note cards and visual aids.

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65- What is impromptu speech or delivery? Ans. It is an unprepared speech and the speaker is required to speak on the occasion according to the situation. It is always unexpected and hence difficult to deliver. 66-What are visual aids? Ans. These are the graphic aids including pictures charts graphs, diagrams and tables. 67-What is pitch? Ans. Pitch is the highness or lowness of the speakers voice. It is also quality of a sound governed by the rate of vibrations producing it. 68-What is volume? Ans. Volume is the loudness or the softness of the voice. 69-What is vocal quality? Ans. It is quality of sound that enables us to identify the voice of different persons. 70-What is the function of stress? Ans. Stress on important points or words impresses the listeners.

Chapter 8.........................Reading skill

71-What is reading? Ans. Reading is a process by which we try to understand the text. It is skill of understanding the written material by knowing the meanings and the combination of words. 72. What are the principles of reading? Ans. Following are the principles of reading. 1-Select the relevant material 2-Conducive atmosphere 3-Effective use of eyes 4-Read actively 5- Proper speed 6-Practice reading 6- Improve vocabulary 7- Sit not lie during reading 73. What is scanning? Ans. To read the text quickly to get the relevant piece of information. 74. What is skimming? Ans. Skimming is the quick reading of the text to get overall meaning or gist of the text. 75. How much time we spend in reading? Ans. What are the kinds of reading? Ans. These are the kinds of reading Intensive reading 2- Extensive reading 3-Skimming 4- Scanning 76. What is intensive reading? Ans. Reading with full attention to get the utmost from each and every word. 77. What is extensive reading? Ans. The reading of the longer texts to get additional information or pleasure. 78. Describe the reading process? Ans. The reading process consists of the following steps 1-reading, 2. Thinking, 3 Studying pictures 4-Taking notes and 5-Reviewing the read material. 79-what is guessing? Ans. The reader guesses about the text or the book by knowing its beginning, middle and end. 80. What is previewing? Ans. To know something about the text before reading it completely. It is done by reading the title, contents, last page, back cover and the introduction.

Chapter 9 .......................Comprehension
81. What is comprehension? Ans. Comprehension is a process of knowing the readers ability of understanding the text by asking questions about the given text. 82. What does context means? Ans. context means words or sentences around a given word or phrase. 83. What is prcis? Ans. prcis is a French word which means summary or gist of a text. Chapter 10 Writing skills 84. What is writing?

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Ans. Conveying the message in the form of phonetic symbols or written words is called writing. 85. What are the major aspects of writing? Ans. These are; Mental aspect 2. Mechanical aspect Mental Aspect consists of knowledge of language grammar, vocabulary and usage. Mechanical aspect consists of knowledge of punctuation and spellings. 86. What are the stages or phases of writing? Ans. These are; (I) Planning or Manipulation ii) Structuring iii) Communication 87. What are the major kinds of writing? Ans. These Are 1. Controlled Writing which consists of substitution tables, dictation and copying exercise. 2. Guided Writing that prepares the writer to organise ideas and write them in systematic manners. 3. Free Writing, It includes the writer ability to write on any topic asked by the teacher or any examiner. 88. What are the principles of writing? Ans. In order to write well following principles are always considered; 1-Purpose of writing should be clear 2- Know the reader 3-Gather your ideas and information 4-Arrange your ideas in a logical order 5- Adopt natural style of writing 6- Write legibly. 89. What is Prewriting? Ans. It is planning of your writing. 90. What is proofreading? Ans. Reading carefully to check the spelling, grammar and punctuation mistakes in the writing is called proofreading.

Chapter 11 .......................Writing Letters

91. What is a business letter? Ans. Written correspondence between business people is called business letter. 92. How many kinds of letters are there? Ans. There are two kinds of letters 1) Formal Letters, These are written by the officials and organisation. 20 Informal letters, these are written unofficially and are also called personal letters. 93. What is the format of a letter? Ans. format style and form of a letter means the arrangement of different parts of letter on the paper. 94. What are the styles or formats of a formal letter? Ans. Block style 2. Semi- Block style 3. Full block style 4. AMS simplified style 95. What are the major kinds of business letters? Ans. Following are the major types of letters Enquiry Letter; written for getting information from the suppliers about goods and services. Order Letter; It is written to place an order for purchasing something. Claim letter; It is written by the customer to replace a thing service or policy. Adjustment letter written for the compensation of a complaint. Credit letter. Written by a company or person to request supply on credit. Collection letter; a letter written for asking the overdue payment. Sales letter; written for persuading the people to purchase a product or service. Goodwill Letter; it includes congratulation invitation, sympathy condolence etc. Letter of complaint; it is written to complain about the quantity or quality of the supplied goods. 96. What are the essential parts of a business letter? Ans. A letter has seven essential or standard parts Letter head or heading. (Writers address) Date Inside address (receivers address) Salutation (courteous way of beginning a letter) Body of letter (The main message of the letter) Complimentary close (formal and courteous way of closing a letter) Signature (Name and signature of the writer)

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Chapter 12 ........Writing Job Application

97. How many kinds of Job application are there? Ans. There are two kinds of job application 1-Solicited (Requested) job application It is an application that is written in response to an advertisement. 2-Unsolicited job application. It is an application that is written to future employer who has not advertised the jobs yet. The applicant hears about a vacancy or just sends the application supposing that there might be a job. 98. What is Resume Or CV Ans. Curriculum Vitae or CV that is also called Resume is the brief description of the applicants qualifications, personal details experience interests and references. 99. What is job Description? Ans. The details about the job or work Akram Saqib GCC Sahiwal

Section 2 Match the columns A and B and write answer in the C

Chapter 1
A 1-Communis 2-Communico 3Communication 4-Skill B A-To share B-Common C-Expertness D-Market value E-exchange of ideas C B A E C A B 1-Denotation 2-Connotation 3-Inform 4-Filtering C A-Dictionary meaning B-A part of letter C-Personal reaction D-two way process E-purpose of communication F-a type of speech G-omission of needless parts H-object of communication E.IMPLIED MEANING

A E H G

CHAPTER 2 SET 1
A
1-FEEDBACK 2-Channel 3-sender 4-receiver

SET 2
B
a-medium b-encoder c-process d-receivers response e-decoder

C
D A B E

A
1.source 2.encoding 3.decoder 4.context

B
a. Understanding message b-background to communication c. sender d. rough idea of contents e .PROCESS OF COMMUNICATION

C C E A B

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SET 3 A
DECODING DISTRACTION BARRIER TRANSMISSION

B
COMPONENT OF COMMUNICATION HURDLE IN COMMUNICATION INTERRUPTION THIRD STEP OF PROCESS TWO WAY PROCESS

C
A C B D

CHAPTER 3 KINDS OF COMMUNICATION SET 1 A B

1-Proxemics Gestures Paralanguage kinesics Movement of hands and body Study of body language Study of time Space Voice quality Process of communication

SET 2 C
D A E B

A
Posture Verbal Oral chronemics

B
a-Study of expression b-Study of time c-Style of standing walking d-Study of body language e-Spoken words f-Consisting of words

C C F E B

CHAPTER 4 SEVEN CS SET 1 A

7 CS CLARITY CONCISENESS COMPLETENESS

SET 2 B
a-Answer all questions asked b-Sharing feelings c-Principle of communication d-Uses easy words e-Delete needless words f=A component of communication

C
C D E A

A
Consideration Courtesy Concreteness Who what when where why

B
A-5 WS B-Politeness C-Specific and vivid D-Brevity E-You attitude F-Process

C E B C A

CHAPTER 5 LISTENING SET 1 A

LISTENING RECEIVING FOCUSING DECIPHERING

SET 2 B
Ability to hear Biological gift Acquired skill Limiting attention Assign meaning F-Written part

C
C A D E

A
Listening Accepting Empathy Prejudgment

B
A-Interpret message B-45% C-Understand feelings D-Too early decision E-Block listening F-Message analysis

C
B A C D

CHAPTER 6 SPEAKING A B 1-appearnace A. choice of words 2-monotone B. a way of speaking 3-diction C .Bores the audience 4-pronunciation D .how one looks E. speaking words

C D C A E

A 1.To inform 2.To ignore audience 3.To overcome 4.To organise

B A. Non verbal behaviour B. purpose of speaking C. barrier of speaking D. planning of speech E. technique to improve

C B C E D

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F. a communication component Chapter 7 A 1.Pitch 2.volume 3.word rate 4.posture Oral presentation B A. Pronunciation B. Speaking speed C. Highness or lowness of voice D. Loudness or softness of voice E. way of sitting or standing F. Oral delivery

speech F. Facial impression

C C D B E

A 1.Purpose 2.Rehearsal 3.Impromptu 4.Audience

B A. practice for performance B. must be analyzed C. A written communication D .First preparation step E. A way of speech F. Visual aids

C D A E B

A EXTEMPORANEOUS SPEECH MEMORISED MANUSCRIPT READING

B Speech is crammed Paper is read out Has four parts Best way of delivery An unprepared speech Oral presentation

C D F A B

CHAPTER 8 Reading A B a-WORDS KNOWN TO A 1.READING PERSON 2.SKIMMING b-A WAY OF WRITTEN 3.SCANNING COMMUNICATION 4.VOCABULA C-A COMMUNICATION SKILL D-QUICK WAY OF RY

C C E D A

DISCOVERING INFORMATION E-GENERAL VIEW OF READING MATERIAL F-PROCESS OF COMMUNICATION

A 1-READ ACTIVLEY NOT PASSIVELY 2-INTENSIVE READING 3-RECOGNOSE THE WORDS 4-EXTENSIVE READING

B
A-PROCESS OF READING B-KIND OF READING C-PRINCIPAL OF READING D-HAVING GENERAL VIEW E-READ MUCH FOR FUN OR REASEARCH

C D C A E

CHAPTER 9 COMPREHENSION A B 1-Precis a-relevant ,brief attractive 2-Context b-Understanding 3-Comprehension c-Summary 4-Title d-Oral communication e-Non verbal communication f-Words around a given word

C C F B A

CHAPTER 10 WRITING A B

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1-WRITING 2-PREWRITING 3-PRESENTING 4PROOFREADING

A-Final step in writing B-checking for errors C-A passive process D-people spent 9% of their time E-Preparation to write F-Oral communication

D E A B

1-Manipulation 2-Structuralisation 3-Assimilation 4-Organise ideas

a-Outlining the idea b-going deeper in meanings c-forming letters of alphabet d-forming phrases e-writing principle

C D B E

CHAPTER 11 WRITING LETTERS A B 1-LETTER A-address of receiver HEAD B-final compulsory part 2c-note of things attached SALUTATION d-address of sender 3-SIGNATURE e-note of copies sent 4-ENCLOSURE f-precedes body of letter A 1-SALES LETTER 2-GOOD WILL LETTER
3-COLLECTION LETTER

C D F B E

A 1-Inside address 2-Subject 3-post script 4-colpmlementary close

B a-belongs to sender b-last thing on a letter c-belongs to receiver d-theme of letter e-agree with salutation f-uses four lines B a-complementary close b-salutation c-subject line d-copy notation e-date f-subscription

C C D B E

4-CLAIM LETTER

B A-THANKS WELCOME B-POINTS OUT A DEFECT C-PLACES AN ORDER D-ASK TO BUY E-ASKS FOR PAYMENT F-SETTLES A DISPUTE

C D A E B

A 1-Dear Sir 2-Yours truly 3-CC 4-COMPLAINT ABOUT GOODS

C B A D c

CHAPTER 12- JOB APPLICATION A 1-UNSOLICITED 2-SOLICITED 3-RESUME 4-DETAILS ABOUT JOB

B A-ADVERTISED B-JOB DESRIPTION C-CV D-UNADVERTISED

C D A C B

Fill in the blanks

Chapter 1Communication
1-act of producing verbal or non verbal message is called 2-communication may be verbal or. 3-communication is a .way process. 4-communication occurs in the mood of ..understanding. 5-the basic purpose of communication is to .. 6-the process of focusing on some details is called.. 7-omission of undesirable parts of a message is called 8-communication skills are .in number. 9-the meanings on which most people agree are called.. 10-the meanings that arouse personal reaction are called. 11-information up down and across the organization are called..

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12------communication carries information in and out of the organization. 13-a conclusion made by reasoning is called 14-the study of choice of words is called.. 15-communication taking place between peers is called. 16- Every person sensory ..is different. 17-communication is a of ideas facts opinions and experiences. 18-communication is life ..of every organization. 19. Effective communication has a great .market value. 20-communication holds a key to 1-communication 2-nonverbal 3-two 4-mutual 5-inform 6-abstarcting 7-filtering 8-four 9-denotative 10-connotative 11internal 12-external 13-inferring 14-diction 15-horizontal 16-perceptions 17-exchange 18.blood 19-global 20- success Chapter 2- Communication Process 1-Effective communication brings desired . 2. Step by step flow of information from sender to receiver is called. 3-act of designing message is called 4-changing the symbol of message into meanings is called 5-is the response of the receiver sent to sender. 6- is the means through which message travel from sender to receiver. 7-silence is also used as .. 8- Usual dictionary meanings of a word are called 9-slanting is the .statement in presenting facts. 10-communication process consists of .components. 11-the source.the message. 12-the sender may be called. 13. The receiver of the message is called. 14-the success of message is evaluated from 15- Factors that block the way of communication are called 1-results 2-communication process 3-encoding 4-decoding 5- feedback 6-media 7- feedback 8-denotation 9-biased 10seven 11-encodes 12-encoder 13-decoder 14-feedback 15 barriers

Chapter 3
1-verbal communication is the process of communication with --------------2-In verbal communication words are used as---------------------3-Non verbal communication is process communication without -------------------4- Appearance means how one . 5-Words are spoken in ..communication 6-In verbal communication are used as medium. 7- The study of body language is called.. 8- The study of space language is called. 9- The study of time is called 10- The voice quality and extra sounds that we while speaking are called 11- A way in which a person stands, walks, or sits is called 12- Expressive movement of a part of body is called. 13. ..communication is divided into oral and written communication. 14- Oral communication is also called ..communication. 15. Oral communication brings immediate. 16- of meaning of message is the main disadvantage of oral communication. 17.85 % of our communication comes through ..communication. 18- Two persons while communing with each other should be .. Inches away from each other. Answers 1-words 2-medium 3-words,4- looks, 5-oral 6-words 7-kinesics,8-proxemics 9- chronemics 10-paralanguage 11posture 12-gesture 13.verbal 14- interpersonal 15-feedback 16- Distortion 17- non-verbal 18-13 to 16 Chapter 4 1-Principles of good communication are also called C Qualities 2-The C Qualities are ..in number. 7 3-Conciseness means to say something in the .possible Words. Fewest 4-is the accuracy of form language and expression. Correctness 5- You attitude is also called.Consideration

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6- A specific, definite and vivid message is Concrete 7-Sender and receiver differ in their mental approach/filters. 8-please and thank you are ..words. Courteous 9-Clich refers to a phrase. Old/orthodox Chapter 5 1-Hearing with attention is called. (Listening) 2-Listening is a process in which .elements are involved. (Five) 3-In listening ..means our ability to hear. (Receiving) 4- In listening ..means limiting our attention to a specific voice. (Focusing) 5-In listening .means assigning meanings or decoding the words received. (Deciphering) 6-we spend our ----------------% time in listening.50 7-The rate of speech is between words per minute.80 and 160 8-Thinking speed is times faster than speaking speed.4 9-Noise and poor lighting are part of distraction. External 10-Day dreaming and headache becomes .distractions. Internal listening 11-Listening is an active process of receiving .stimuli. Oral 12- Hearing is listening. Not 13-Hearing is a ..and unconscious activity. Passive 14-Listening is an active and .process. Conscious 15-Difference between speaking and listening speed is called.lag time Chapter 6 speaking 1-we spend ..% time in speaking. 30 2-physical behaviour means how one looks 3-vocal behaviour means how one ..sounds 4-speech is mode of communication in which a message is conveyed through ..words. Spoken 5-improve your non verbal for effective speech. Behaviour 6-Highness or lowness of voice is called pitch. 7- A speaker impresses the audience with physical and behaviour. Vocal 8-you can overcome .by effective planning and preparation. (Nervousness 9-adapt your speech to the . (Audience) 10-poor body language may be a to effective speech. (Barrier) CHAPTER 7 ORAL PRESENTATION 1-On the spur speech is called............ (Impromptu) 2-In speaking pitch should be................ (Varied) 3-Average Word rate of speaking is 80 to ..........word per minute. 160 4- Lack of variety creates........... (MONOTONY) 5-Use your body movement as an aid not as............ (DISTRACTION) 6-Adapt your posture to the audience........... (NUMBER/Size) 7-Extemporaneous method allows speaker to use....... (NOTES) 8-The first step in preparing oral presentation is to determine the................ (Purpose 9- While preparing speech, the speaker should ............the audience (analyse 10- There are .........ways of oral presentation (four 11- The best way of making a speech is....... (Extemporaneous) 12- In ...........delivery, a speech is made with the help of notes. (Extemporaneous 13- In .........delivery, the speaker fears to forget. (Memorised 14- In ........delivery speech is read out from the paper. (Reading 15- Charts, graphs tables etc are called............ (Visual aids 16- A good speech has ..........parts. (Three) CHAPTER 8 READING 1-Reading is a ...........skill (productive 2-Of their time people spend ..........% on reading. (16 3-College work involves .............% reading. (85 4-General view of reading is called............. (Skimming 5- Looking for a specific piece of information in a text is called................ (Scanning 6- A student should adopt ...............reading. (Intensive 7-Reading in a leisure time is known as.......... (Extensive) 8-Reading is to mind what ...........is to body. (Exercise)

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9-Reading market a man............... (Full) 10-While reading move your ........not head. (Eyes) 11-The book should be ..........to 15 inches away from eyes. (13) 12-Read by ...........not by words. (Phrases) 13-Extensive reading stresses on............. (Fluency) CHAPTER 9 COMPREHENSION 1-Comprehension means.............. (Understanding) 2-To judge readers ability of understanding by questions and answers is called.......... (Comprehension) 3-Answer to question should be in .........sentence. (Complete) 4-try to understand the meaning unknown words from......... (Context) 5-The answer to the ............should be complete and relevant. (Question) 6-.............means words or sentences around a given word. (Context) 7-The length of prcis should be ........of the original text. (One third) CHAPTER 10 WRITING 1-Writing is an active and ...........skill. (Productive) 2-Writing maketh an .........man.(exact) 3-Writing is neither easy nor ...........process. (Spontaneous) 4-Writing requires production of ............symbols. (Graphic) 5-..............is the order of ideas in which they are presented. (Organisation) 6-people spend ..........% of their time in writing. (9) 7-Important information is put into .........instead of speaking. (Writing) 8-Presenting is the ..........step in writing process. (Final) CHAPTER 11 LETTER WRITING 1-A ..........letter is a request for getting information. (Enquiry) 2-A response to a claim letter is called........... (Adjustment letter) 3-A credit person checks three ............of the applicant. (Cs) 4-The ...........format does not use salutation and complimentary close. (Simplified) 5-There are .........compulsory letter parts. Seven) 6-The first compulsory letter part is called............ (Letterhead) 7-..................is the address of the person who sends the letter. (Letter head) 8-.............is the address of the person who receives the letter. (Inside address) 9-The last compulsory letter part is called............ (Signature) 10-The ................lets the receiver know at the glance what the letter is about. (Subject) 11-in the full block format all the parts of letter make one........ At the left hand margin. (Block) 12-In block format inside address, date, complimentary close and signature are arranged on the................ (Right hand margin) 13-IN semi block style every paragraph is.......... (Indented) 14-Using no punctuation mark is called.......... (Open style) 15-Letter to relatives and friends are called ..........letters. (Personal) 16. Letter to editors is kind of.............. (Formal letters) 17-AMS format eliminates salutation and complimentary close. CHAPTER 12 JOB APPLICATIONS 1-a job application is like a ...........letter. (Sales 2-the major purpose of the job application is to ...........the employer. (Convince 3-There are .........types of job application. (Two 4- The job application may be solicited or......... (Unsolicited 5-The application written in response to an ad is called............... (Solicited 6-The application for which no ad was given is called................ (Unsolicited 7-The detail about job is called........... (Job description) 8-The other name of CV is................ (Resume 9-The applicant should focus on the interest of the...... (Employer 10-Generally a job application has .........parts. (Three 11-written request for job is called....... (Job application) 12- CV is the abbreviation of curriculum......... (Vitae)

MCQS CHOOSE THE CORRECT ANSWER

CHAPTER 1

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1. The word communication comes from the ...................language. a) German b) English c) Latin d) Italian 2-The communication means A) To share b) to talk c) to tackle d) to discuss 3-The basic purpose of communication is A) To inform b) to form c) to confirm) to reform 4- The process of focussing on some details is called A) Abstracting b) inferring c) choosing d) deciphering 5-conclusion made by reasoning from evidence are called A) Results b) ideas c) inferences d) opinions 6-the meanings on which most people agree are called A) Connotative b) figurative c) responsive d) denotative 7-the meanings that arouse personal reaction are called A) Connotative b) denotative c) active d) creative 8- The problems in which words and symbols convey different meanings to different people are called A) Bypassing b) communication c) slanting d) stereotyping 9-communication from higher to lower ranks is called a) Backward flow b) outward c) downward d) forward 10-communication between peers is called A) Horizontal b) equal c) upward d) downward 11-the Latin word communico means To care b) to share c) to start d) to stare 12. Communication is a process of conveying a) Message b) money c) books d) parcel 13-communication is to persuade the A) Sender b) receiver c) customer d) buyer 14-communication is ..............of every organisation. a) Life blood b) process c) warning d) reality 15-communication is necessary for A) Promotion b) progress c) prosperity d) all Key 1-d 2-a 3-b 4-a 5-c 6-d 7-b 8-a 9-b 10-b 11-b 12-a 13-b 14-a 15-d CHAPTER 2 1-the first step in communication process is A) Conception b) encoding c) transmission d) reception 2-The last step in communication process is A) Conception b) encoding c) transmission d) feedback 3-attributing different meanings to same word is called a) By passing b) slanting c) stereotyping d) fact 4-frozen evaluation is called a) Stereotyping b) gap c) slanting d) ideology 5-biased statements in presenting facts is called

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A) Slanting b) bypassing c) encoding d) feedback 1-a 2-d 3-a 4-a 5-a 6-there are ................components of communication process A) Four b) five c) six d) seven 7-the person who sends the message is A) Encoder b) decoder c) receiver d) postman 8-The process of putting ideas into the message is called? A) Encoding b) decoding c) reading d) listening 9-Listeners and readers are A) Encoders b) mode C) decoders d) channel 10- Feedback is the response of the A) Sender b) receiver c) source d) encoder 11-sucees of message is evaluated through a) Channel b) sender c) language d) feedback 12. Factors that block the way of communication are called A) Problems b) barriers c) systems d) sources 6-d 7- a 8-a 9- a10- b 11- d 12- b CHAPTER 3 1-verbal communication coveys message through a) Words b) gestures c) touch d) postures 2-in verbal communication words are used as a) Weapons b) helpers c) guides d) medium 3-in oral communication words are a) Spoken b) written C) deleted D) selected 4-nonverbal communication is a communication without a) Words b) gestures c) forms d) touch 5-The study of body language is called A) Kinesics b) proxemics c) chromatics d) phonetics 6-the study of time is called A) Kinesics b) proxemics c) chronomics d) phonetics 7-the study of space is called A) Kinesics b) proxemics c) chronomics d) phonetics 1-b 2-d 3-a 4-a 5-a 6-c 7-a CHAPTER 4 1-principles of effective communication are called. a)C qualities b)5 Cs c)6 Cs d)8Cs 2-clarity is achieved by choosing ..........words A) Easy b) hard c) long d) difficult 3-a concise message is complete without being a) Clear b) brief c) wordy d) correct 4-completeness f message depends on A) 2 Ws b) 5 Ws c) 7 Ws d) w and h 5-consideration is also called A) We attitude b) you attitude c) he attitude d) I attitude 6-if we want to be concrete we must be

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A0general b) vague c) indirect d) definite 7-Old orthodox and tired phrases are called A) Statements B) idioms c) clauses d) Clichs 8-a letter written in courteous way seems A) Smiling b) crying c) walking d) talking 1-a 2-a 3-c 4-b 5-b 6-d7-d 8- a CHAPTER 5 listening 1-listening is an acquired A) Skill b) quality c) feature d) thing 2-skill is a practised A) Growth B) ability C) programme D) scheme 3-listening is complex and selective process of A) 4 elements B) 5 elements C) 6 elements D) 7elements 4-we spend on listening nearly A) 30% B) 40% C) 50% D) 60% 5-our ability to hear voices is called A) Speaking B) deciphering C) storing D) receiving 6- Limiting our attention to specific voice is called A) Focusing B) deciphering C) storing D) receiving 7-assigning meanings to the words received is called A) Speaking B) deciphering C) storing D) receiving 8-people wrongly think that hearing is A) Listening B) speaking C) reading D) writing 9-understanding speakers feeling is called A) Sympathy B) empathy C) telepathy D) antipathy 10-of all communication skills the most used skill is A) Listening B) writing C) reading D) speaking 11-listenimng is an active process of receiving stimuli named A) Aural B) oral C) visual D) nasal 12-semantic stereotypes are words that are A) Pleasing B) annoying C) curt D) polite 13-Monotone bore the A) Speaker b) listener c) orator d) writer 14-Psuedo listening is A) Attentive b) inattentive c) intensive d) extensive Answers 1-a 2-b 3-b 4-c 5-d 6-c 7-d 8-b 9-b 10-d 11-b 12-b 13-b 14-b CHAPTER 6 Speaking 1-speech is an index of a) Face b) body c) mind d) man 2-Extemporaneous method is a method of A) Writing b) speaking c) listening d) reading Focussing on voice during speech adds to A) Verbal b) non verbal impression c) formal d) negative

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3-speaking in vast context mans A) Inquiry b) speech c) interview d) dialogue 4-All speech is A) Persuasion b) amusement c) comfort d) request 5-Physical behaviour means how you A) Talk B) sound C) write D) look 6-Vocal behaviour means a) Look b) sound c) talk d) walk Answers 1-c 2-b 3-b 4-a 5-d 6-b CHAPTER 7 Oral Presentations 1-First step of preparing oral presentation is to determine the A) Audience B) Purpose C) message D) topic 2-practice for best performance is called a) Attempt b) preparation c) rehearsal d) grooming 3-the kinds of speech are A) 4 B) 5 C) 7 D) 2 4-the best way of oral presentation is A) Impromptu b) memorised c) reading d) extemporaneous 5-making speech with help of notes is called A) Impromptu b) memorised c) reading d) extemporaneous 6- Speech without prior preparation is called A) Impromptu b) memorised c) reading d) extemporaneous 7- Stress on important words may impress the A) Speaker b) listener c) reader d) writer 8-highness or lowness of speakers voice is called a) Pitch b) tone c) speed d) quality 9-body movement should be used as aid not as A) Barrier b) distraction c) dance d) movement 10-loudness or softness of speakers voice is called a) Volume b) pitch c) quality d) sound Answers 1-b 2- c 3- a 4- d 5- d 6- a 7-b 8-a 9-b 10- a CHAPTER 8 Reading 1-Move your eyes not head during A) Writing b) reading c) listening d) dancing 2-Reading by phrase is better than reading by a) Words b) letters c) sentences d) pages 3-careful and slow reading is called A) Intensive b) extensive c) fast d) scanning 4-Extensive reading is a sort of a) Outside reading b) inside c) indoor d) outdoor 5-Reading a passage very quickly is called A) Scanning b) skimming c) reviewing d) studying

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6-looking for a specific piece of information in a text is called A) Scanning b) skimming c) reviewing d) studying 7- A student needs A) Extensive b) intensive c) skimming d) scanning Answers 1-b 2-a 3-a 4-a 5-b 6-a 7-b CHAPTER 9 comprehensions 1-the word comprehension means A) Listening b) understanding c) speaking d) answering 2-answer in comprehension should be A) Complete b) sketchy c) disorganised d) faulty 3-words or sentences around given word are A-preface b) reference c) context d) explanation 4-comprehension passage requires intensive A) Listening b) speaking c) writing d) reading 5- In vast context comprehension means answering a) Letters b) calls c) questions d) reports 6- Answer should be according to A)-passage content b) your knowledge c) book d) time Answers 1-b 2-a 3-c 4-d 5-c 6-a CHAPTER 10 Writing 1-write to express not to A) Compress b) depress c) impress d) suppress 2-people spend on writing A) 9% b) 19% c29% d) 39% 3-The first step in writing process is A) proof-reading b) prewriting c) presenting d) revising 4-cheking for errors in written material is called A) proof-reading b) prewriting c) presenting d) revising 5-the least used communication skill is A) Speaking b) writing c) reading d) writing 6-before writing your ideas first A) Analyse b) organise c) assess d) evaluate 7-forming sentences with words is called A) Manipulation b) structuralization c) comprehension d) communication Answers 1-d 2-a 3-b 4-a 5-d 6-b 7-b CHAPTER 11 letter writing 1-in block format each line begins at the A) Right b) left c) centre d) below 2-The first part of letter is a) Body b) salutation c) letterhead d) date 3-complimentary close should be in accordance with A) Salutation b) body c) heading d) subject

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4- To enclose some document with letter we use a) Copy notation b) attention c) subject d) enclosure 5-A letter requesting some information is called a) Claim b) enquiry c) order d) sales 6-a letter pointing some defect in purchased goods is called a) Claim b) enquiry c) order d) sales 7-a letter asking for payment of overdue amount is called a) Claim b) enquiry c) collection d) sales 8- Sales promotion letters are kind of A) Personal b) business c) friendship d) informal 9- Semi block style letter each paragraph is a) Underlined b) indented c) closed d) spaced 10-evry part of letter is punctuated in a) Closed punctuation b) open c) formal d) personal letter Answers 1-b 2-c 3-a 4-d 5-b 6-a 7-c 8-b 9-b 10-a CHAPTER 12 Job Applications 1-a written request for job is called a) Inquiry b) employment letter c) order letter d) complaint 2-Summary of personal, educational and professional life is called a) CV b) reference c) compliments d) regards 3-application for the job in response to advertisement is called a) Solicited b) unsolicited c) valid d) due 4- Application for the job written without the announce of the vacancies is called a) Solicited b) unsolicited c) valid d) due 5- CV is also called a) Resume b) story c) service d) letter 6-through job application we sell our a) Services b) goods c) things d) products Answers 1-b 2-a 3-a 4-b 5-a 6- a THE END

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