Bege 103 notes

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BEGE-103
Communication Skills in English
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Attempt all the questions
Q. 1. Define soft skills and explain how they facilitate communication.
Ans. Emotional intelligence is the ability to perceive emotions, to access and generate emotions so as to assist
thought, to understand emotions and emotional know-ledge, and to reflectively regulate emotions so as to promote
emotional and intellectual growth – Mayer & Salovey, 1997.
Soft skills is a sociological term relating to a person’s “EQ” (Emotional Intelligence Quotient), the cluster of
personality traits, social graces, communication, language, personal habits, friendliness, and optimism that characterize
relationships with other people. Soft skills complement hard skills (part of a person’s IQ), which are the occupational
requirements of a job and many other activities.
Soft skills are personal attributes that enhance an individual’s interactions, job performance and career prospects.
Unlike hard skills, which are about a person’s skill set and ability to perform a certain type of task or activity, soft
skills relate to a person’s ability to interact effectively with co–workers and customers and are broadly applicable
both in and outside the workplace.
A person’s soft skill EQ is an important part of their individual contribution to the success of an organization.
Particularly those organizations dealing with customers face-to-face are generally more successful, if they train their
staff to use these skills. Screening or training for personal habits or traits such as dependability and conscientiousness
can yield significant return on investment for an organization. For this reason, soft skills are increasingly sought out
by employers in addition to standard qualifications.
It has been suggested that in a number of professions soft skills may be more important over the long term than
occupational skills. The legal profession is one example where the ability to deal with people effectively and politely,
more than their mere occupational skills, can determine the professional success of a lawyer.
Soft skills are behavioural competencies. Also known as Interpersonal skills, or people skills, they include
proficiencies such as communication skills, conflict resolution and negotiation, personal effectiveness, creative
problem solving, strategic thinking, team building, influencing skills and selling skills, to name a few.
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IGNOU MASTER
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BEGE 103 NOTES

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Soft Skills: Some Components
Following is the list of components of the cluster of soft skills. Apart from that, there are few which must be
added are:
(a) The ability to sense and respond to what is required in different environment.
(c) The ability to learn by watching those around you who are the most successful.
(c) The ability to speak, read, and write standard English appropriately in a business envir-onment. One may
possess the hard skills of knowing that what kind of uses is correct and what kind wrong. But the lack of soft
skill of knowing when to use what and with what tone may defeat the purpose.
A Cluster of Soft Skills
1. Behavioural traits such as attitude, motivation and time management.
2. Business etiquette.
3. Personal appearance and social graces.
4. Team spirit.
5. Negotiation skills.
6. Problem solving ability.
7. Leadership qualities.
8. Ross-cultural communication.
9. Report writing abilities.
10. Effective listing.
Behavioural Traits Such asAttitude, Motivation and Time Management: Following abilities come under it:
(a) To arrange one’s own tasks for best performances.
(b) To learn from experience.
(c) To ask questions and correct one’s mistake.
(d) To absorb criticism and direction without feeling defeated, resentful and insulted.
Om Puri, India’s one of the finest actor when was in class ninth did not have enough money to support his own
studies so with the help of his headmaster he got to teach some junior students to earn money. Here he learnt the idea
of time management and schedule. To teach the students he would wake up early in the morning to do his homework
and note down the points so to make his students understand him better. He also learned the importance of through
preparation which helped him later in his career.
Business Etiquette: Business etiquette is in essence about building relationships with people. In the business
world, it is people that influence your success or failure. Etiquette, and in particular business etiquette, is simply a
means of maximising your business potential.
If you feel comfortable around someone and vice versa, better communication and mutual trust will develop.
This comfort zone is realized through presenting yourself effectively. Business etiquette helps you achieve this.
Business etiquette revolves around two things. Firstly, thoughtful consideration of the interests and feelings of
others and secondly, minimizing misun-derstandings. Both are dependent upon self-conduct. Business etiquette
polishes this conduct.
Business etiquette varies from region to region and country to country. For the international business person,
focusing too deeply on international business etiquette would leave no time for business. However, there are some
key pillars upon which good business etiquette is built.
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PersonalAppearance and Social Graces: It is important for the students to learn to dress, and know their body
language, tone of voice and use of vocabulary.At least once in while students much choose to learn to dress the way
they would dress had they been in a corporate office. It is important as it does not only make you feel comfortable in
the outfit but also boosts the confidence.
Team Spirit: In the work place, the concept of ‘we’is much more important than that of ‘I’. The concept of team
spirit includes following abilities:
(a) Share responsibility.
(b) Confer with other.
(c) Honour commitments.
(d) Help other do their jobs, and
(e) Seek help when needed.
Team work is important and we see quite often during sport matches. Interestingly, it is not only the sports where
team spirit is necessary but in every aspect of life where we end up working in a team, and especially in the corporate
world where people do work in team.
Negotiation Skills:Another important skill in business scenario is negotiation skills. It is also very important in
normal communication. In business people are often required to negotiate with customers, suppliers, employers, and
trade unions. Some of the basic negotiation skills which must be acquired are:
(a) Doing our homework, to be completely prepared to discuss every aspect of the task.
(b) One should be able to answer every question asked.
(c) One should be clear about what one wants.
(d) It is important to not expect the win in the first go.
(e) One should be able to make friends with the person with whom they are bargaining.
(f) Maintaining the sense of humour.
Some people believe that competition among brothers or sibling is a good place to start with the idea of negotiation
skills. In such case, children learn to negotiate when two people want the same or different things. They also learn to
face failures and come up with their strength and weakness.
Problem SolvingAbility: It is important to learn to able to solve the problems rather than creating it. In today’s
business scenario, people face new challenges every day, which are both technical and non-technical in nature. So
people who have the ability of solving problems would be able to keep up and those who do not will be left behind.
Leadership Qualities:Another quality that is important is leadership quality.Well, you may say that not everyone
is going to lead a project in future, that may be true but still we must stick to the fact that organizations are quite
frequently turning back to their employees for assistance in training and monitoring new team member and those
with good leadership skills are more likely to climb the ladder.
Cross-cultural Communication: Communicating across cultures begins with the basic understanding that one
size does not fit all. Simply because you practice certain cultural habits or patterns does not mean the rest of the
world does. “When in Rome, do as the Romans do” makes perfect sense in Rome, Romania or Rio de Janeiro.
David A. Ricks, in his book Blunders in International Business, writes: “Cultural differences are the most
significant and troublesome variables ... The failure of managers to fully comprehend these disparities has led to
most international business blunders.” Failing to recognize and adapt to these differences can mean the difference
between a done deal and a faceless failure. Robert L. Stevenson, in his book Global Communication in the Twenty-
First Century, says “language, more than anything else, is the heart of culture.”Assumptions about culture affect the
way people communicate with each other.
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Culture usually refers to the diverse ways in which people think, act or behave – toward themselves, with their
families and with people in their own society. Culture includes customs related to religious, social, political and
family values. Various cultures have divergent values for time allocation and use, for family values and conversation,
and for “personal space.”
These differences need to be recognized, valued and appreciated before any real communication can take place.
The main criterion for understanding other cultures is simply to know your own. Very often, we don’t know
what our own culture is, so it’s difficult to understand someone else’s. Why do we shake hands when we meet? Why
don’t we discuss religion and politics in casual conversation? Culture provides a framework for acceptable behaviour.
When your business goes global you will need to interact with partners and customers from different countries
and with different cultural backgrounds. And to effectively communicate with them, you need to acquaint yourself
with the art of cross-cultural communication.
With most businesses spreading their wings far and wide into foreign territories, the need to understand how
thinking, behaviour and communication changes as we travel across the borders, has gained significant importance.
Getting to terms with the cultural differences and establishing trust with the global customers and partners are the
two strong determinants of how well your business fares in the global arena. With cultures changing radically every
thousand miles, there’s certainly no shortcut to understanding every culture and its communication patterns. So,
what is the secret to learning business communication across cultures?
Gearing Up for Different Cultures: Look for Similarities Not Differences: Whenever we approach people
from a different culture we’re more mindful of the differences between us, and that’s the biggest deterrent in cross
cultural communication. Instead, try looking for similarities and you’ll be able to discover common grounds to
communicate. In business, the reason for communication is collaboration for mutual benefit, and for that, finding
similarity is far more important than groping differences.
Stereotyping Doesn’t Work: The idea of dealing with people from a different culture makes us feel vulnerable
and insecure, and that’s when we begin stereotyping people on the basis of what we’ve heard, read or experienced.
Approaching someone with preconceived notions and generalizations builds up negative inferences that hurdle the
communication process.
Get a First Hand Experience: Forget what you read about the people from a particular culture in some ten year
old publication, because cultures are continuously changing and evolving. The best way to understand people and
their culture is to get some first hand experience. Watch some of their latest movies or TV programmes that can give
you a glimpse of what their culture is like. You can even use social networking platforms to get to know more about
their culture and their communication patterns.
Getting Past the Road Blocks: Watch your Pace: When you’re dealing with people from non-English speaking
countries, you need to speak slowly and clearly. Pause after each sentence, pronounce the words correctly, use
simpler words and avoid the use of idioms, slangs, jargon and abbreviations. Keep the dressy stuff out and use these
simple techniques to make your communication easier to understand.
Clarify and Cross Question: For business communication across cultures to be successful, you should frequently
ask your listeners about whether or not they have understood your point. However, don’t keep on repeatedly asking
them ‘have you understood this?’ as this can leave them somewhat uncomfortable, instead try cross questioning to
see how well they’ve understood your point. Rephrasing and repeating the important points also helps.
Be Specific Yet Detailed: Keep the communication within the specified boundaries, and spell out all the
expectations, details and requirements clearly. Keep a limited number of points to be informed or discussed per

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session, and focus more on detailing them out for increased comprehensibility. If you’re using some specific
terminology, you must explainit before you begin with the communication except in the case of written communication
where such detailing goes below the actual communication.
Use Multiple Mediums: Whenever possible, you must use more than one medium to communicate the same
message. If you’re giving a presentation use visual aids and handout notes, to improve the overall understandability.
For a telephonic conversation, you can follow it up with an email or vice versa. The idea is to ensure the receiver
comprehends the message fully, one way or the other.
Learning the art of business communication is important to gain a competitive edge when you foray into
international markets. Besides watching for the points put up here, you must also consider specific cultural differences
and the communication protocols of communities or countries you're dealing with.
Some negative remarks which are usually heard about the young executives are:
(a) They use coloured hankie and white socks, instead of the other way around.
(b) They wear unpolished shoes, often without socks.
(c) They roll up their sleeves, wear long ties, and have oily hair.
(d) They use their index fingers to point out, and their body language is excessive.
(e) They have poor table and telephone manners.
(f) They have poor voice control.
(g) They lack brevity and use superlatives.
(h) They frequently interrupt when someone is talking.
(i) They eavesdrop.
(j) They do not knock on the door while entering’s room.
Report Writing Ability: As the business environment grows in its complexity, the importance of skillful
communication becomes essential in the pursuit of institutional goals. In addition to the need to develop adequate
statistical skills, you will find it necessary to effectively communicate to others the results of your statistical studies.
It is of little use to formulate solutions to business problems without transmitting this information to others involved
in the problem-solving process. The importance of effectively communicating the results of your statistical study
cannot be overemphasized. A report is a formal piece of written work based on facts, process or test. It is usually
written in a concise style, giving precise details.
Effective Listening: Almost everyone sincerely believes that he or she listens effectively. Consequently, very
few people think they need to develop their listening skills. But, in fact, listening effectively is something that very
few of us do. It’s not because listening effectively is so difficult. Most of us have just never developed the habits that
would make us effective listeners.
Research has found that by listening effectively, you will get more information from the people you manage, you
will increase others’ trust in you, you will reduce conflict, you will better understand how to motivate others, and
you will inspire a higher level of commitment in the people you manage.
Q. 2. What do you understand by ‘figures of speech’? Name five and illustrate their use.
Ans. A figure of speech is a word or phrase using figurative language–language that has other meaning than its
normal definition. In other words, figures of speeches rely on implied or suggested meaning, rather than a dictionary
definition. We express and develop them through hundreds of different rhetorical techniques, from specific types
like metaphors and similes, to more general forms like sarcasm and slang.

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Figures of speech make up a huge portion of the English language, making it more creative, more expressive,
and just more interesting! Many have been around for hundreds of years—some even thousands—and more are
added to our language essentially every day.
III. Types of Figure of Speech
There are countless figures of speech in every language, and they fall into hundreds of categories. Here, though,
is a short list of some of the most common types of figure of speech:
A. Metaphor
Many common figures of speech are metaphors. That is, they use words in a manner other than their literal
meaning. However, metaphors use figurative language to make comparisons between unrelated things or ideas. The
“peak of her career,” for example, is a metaphor, since a career is not a literal mountain with a peak, but the metaphor
represents the idea of arriving at the highest point of one’s career.
B. Idiom
An idiom is a common phrase with a figurative meaning. Idioms are different from other figures of speech in that
their figurative meanings are mostly known within a particular language, culture, or group of people. In fact, the
English language alone has about 25,000 idioms. Some examples include “it’s raining cats and dogs” when it is
raining hard, or “break a leg” when wishing someone good luck.
Example: This sentence uses an idiom to make it more interesting:
There’s a supermarket and a pharmacy in the mall, so if we go there, we can kill two birds with one stone.
The idiom is a common way of saying that two tasks can be completed in the same amount of time or same place.
C. Proverb
Aproverb is a short, commonplace saying that is universally understood in today’s language and used to express
general truths. “Don’t cry over spilt milk” is a popular example. Most proverbs employ metaphors (e.g. the proverb
about milk isn’t literally about milk).
Example: This example uses a proverb to emphasize the situation:
I know you think you’re going to sell all of those cookies, but don’t count your chickens before they hatch!
Here, “don’t count your chickens before they hatch” means that you shouldn’t act like something has happened
before it actually does.
D. Simile
A simile is a very common figure of speech that uses the words “like” and “as” to compare two things that are not
related by definition. For example, “he is as tall as a mountain,” doesn’t mean he was actually 1,000 feet tall, it just
means he was really tall.
Example: This example uses a simile for comparison:
The internet is like a window to the world—you can learn about everything online!
The common phrase “window to the world” refers to a hypothetical window that lets you see the whole world
from it. So, saying the internet is like a window to the world implies that it lets you see anything and everything.
E. Oxymoron
An oxymoron is when you use two words together that have contradictory meanings. Some common examples
include small crowd, definitely possible, old news, little giant, and so on.
Q. 3. Explain the concept of ‘infotainment’ and elucidate how television would fall into that category as
‘a liberal educator’.

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Ans. It is a common concept that television is a medium of entertainment and relaxation. But it was not so when
it started. When BBC television was first set up, its purpose was to educate people as well as to entertain them.
Television was considered as medium of information as well as entertainment therefore, infotainment.
Television the Liberal Educator: The media commentator Brian Groombridge tells us:
“Education mayimply merely the transmission of a bodayof knowledge or socially useful skills; liberal education
lays emphasis on the fullest possible development of the individual stressing the importance of imaginative experience
as against the cognitive, and of the realm of values...”
He adds: “Television’s power as an educator is best demonstrated by one crucial comparison: between what
most children know now before they go to primary school and what they knew at the same age before there was
television. ”
Television allows us to become citizens of the world while sitting in our home in a village or town, and to
become conscious of the universe while we stay rooted on earth. Every child in fact aspires to be at the centre of a
widening circle of identities, begining with his or her name and actual physical location, but ending with finding a
place in the universe. Brain Groombridge draws our attention to what he cells the ‘cosmological address game’,
which all children at school seem to have played at some point. (This game in actually recorded in James Joyce’s
Ulysses,whose hero stephen Dedalus writes his address in the fly leaf of his geography book in manner. Children
may write their names in their school books in the following manner:
This is a game, says Groombridge, which “enabled a child to express and enjoy his mastery of information
acquired gradually, perhaps with dificulty, and his wonder of being an inhabitant of such an unimaginably vast
geographic complex. Children today absorb this information and perpective almost without noticing it. The address
game helps them marshall their awareness”.
The Electronic Babysitter: Television is a central part of life for many babies and toddlers, with many parents
relying on it as an electronic babysitter and a third of families leaving the TV on nearly all the time, according to a
new study about the role of media in families.
“Almost every moment of the day in some families is tied to media,” says Vicky Rideout of the Kaiser Family
Foundation, which sponsored the study. “It’s a huge part of families’ lives.”
The study also shows that a third of young children have TVs in their own rooms, and many are put to sleep with
the television on.
The report is based on a national telephone survey from Sept. 12 through Nov. 21 of 1,051 parents with children
age 6 months to 6 years and a series of focus groups across the country. It explores the viewing habits of American
families but does not draw conclusions about the effects of those habits.
Still, Rideout says, “I think that anything that occupies this much of children’s time is something we need to look
at carefully.”
TV has long played a role in the lives of toddlers, but Rideout notes that the landscape has changed in recent
years. “If you look at 1990, there were two television networks for kids – PBS and Nickelodeon,” she says. Today
there are dozens of shows as well as DVDs and videos.
TheAmericanAcademy of Pediatrics recommends no TV for children under 2. “But most pediatricians recognize
that that’s unrealistic,” says Dan Anderson, professor of psychology at the University of Massachusetts at Amherst.
Q. 4. What are ‘bad news’ letters’? What are the points to be kept in mind when such letters are drafted
and sent?

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Ans. Bad news letters deliver negative messages, messages with news that people often don’t welcome, and the
writer doesn’t relish giving. Furthermore, there are varying degrees of bad news. A bad news message could be a
postcard telling you that an item you ordered is temporarily out of stock, a letter telling you that you’ve been denied
credit, or an eviction notice.
Usually when business writers have to deliver negative messages, they want to retain good will with the reader
whenever possible. Acompany telling customers that an item is temporarily out of stock still wants those customers
to think that business is a generally reliable provider of merchandise. And a bank denying credit to a potential
customer often wants that person’s business under other circumstances (unless that person has really terrible credit).
Given this reality, writers often employ rhetorical strategies designed to soften the blow of the bad news. The writer
may begin with a buffer (a neutral introduction to the topic), or give the reader options along with the bad news.
Letters or Complaints: When writing a complaint letter, you want to keep it short and to the point to help
ensure that your letter will be read in its entirety. If you write a seven page complaint letter, it’s highly unlikely that
someone will sit down and read all seven pages.
The complaint letter should be addressed to the customer service/consumer affairs department or the head office
if there is no customer service department. The address and contact information of the customer service department
should be available on the company’s products or website.
A hard-copy complaint letter should be written in the business letter format, while an email should be sent in the
same format but without the heading (your return address, their address, and the date).
In the first paragraph you should identify what the issue is and any relevant information that you believe is
important. Be sure to include the following information if it’s applicable to the situation: the date/time of the issue,
location, name of person on duty, name of product, what the problem was, your account number, model number,
price, warranty information and reference number. Be sure to stick with the facts and avoid putting emotions into
your letter.
The next paragraph should state what you would like done to resolve the situation. If you received poor service,
you could request an apology or a coupon. If a product malfunctioned, you could request that you could exchange
the product for a new one or request a refund.
The last paragraph should thank the reader for the time.You can also throw in some compliments about something
you liked about their company’s product or service.
You should include your telephone number/e-mail address after your printed name so that they can contact you
ASAP if necessary.
Be sure to keep a copy of the letter for yourself and include photocopies of any relevant documents and enclose
them with your letter.
Answering Letters of Complaints: One important thing while writing an answer to a complaint letter is to not
get defensive and start fighting back but to be patient and explain everything, while maintaining the relationship
with customer.
While answering complaint letters one should focus on what the company can do, or will instead of what cannot
be done. It is important to adopt a positive tone and stop talking negative.
Declining Request: When you are writing a letter and want to decline a request, express your inability to
perform the favour up front. Example: “It is tough not to be able to grant a favour, but not to be able to help a really
good friend is doubly difficult.”

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Give a short, clear explanation of why it did not work. Example: “I immediately called Pete on receipt of your
letter to see if I could get the deal back on the track again.”
Your letter must end with hope for another reunion and a promise to be of assistance in the future. Example:
“Marge sends you and Jen her love. We will have to get together very soon and not wait for another class reunion.
And I hope the next time you write, Pete, I will be able to act with the speed of Superman. I had to let you down this
time, but I hope that I can make it up to you in the future.”
Q. 5. You are working in the medical sector. Write a report on how environmental degradation is taking
a toll on the physical and mental health of children.
Ans.
REPORT
Impact of Environmental Degradation on Health of Children:
More than three million children under five die each year from environment-related causes and conditions. This
makes the environment one of the most critical contributors to the global toll of more than ten million child deaths
annually – as well as a very important factor in the health and well-being of their mothers.
Polluted indoor and outdoor air, contaminated water, lack of adequate sanitation, toxic hazards, disease vectors,
ultraviolet radiation, and degraded ecosystems are all important environmental risk factors for children, and in most
cases for their mothers as well. Particularly in developing countries, environmental hazards and pollution are a
major contributor to childhood deaths, illnesses and disability from acute respiratory disease, diarrhoeal diseases,
physical injuries, poisonings, insect-borne diseases and perinatal infections. Childhood death and illness from
causes such as poverty and malnutrition are also associated with unsustainable patterns of development and degraded
urban or rural environments.
Diarrhoea kills an estimated 1.6 million children each year, caused mainly by unsafe water and poor sanitation.
Indoor air pollution associated with the still-widespread use of biomass fuels kills nearly one million children
annually, mostly as a result of acute respiratory infections. Mothers, in charge of cooking or resting close to the
hearth after having given birth, are most at risk of developing chronic respiratory disease.
Malaria, which may be exacerbated as a result of poor water management and storage, inadequate housing,
deforestation and loss of biodiversity, kills an estimated one million children under five annually, mostly in Africa.
Unintentional physical injuries, which may be related to household or community environmental hazards, kill
nearly 300 000 children annually: 60 000 are attributed to drowning, 40 000 to fires, 16 000 to falls, 16 000 to
poisonings, 50 000 to road traffic incidents and over 100 000 are due to other unintentional injuries.
Health-damaging exposure to environmental risks can begin before birth. Lead in air, mercury in food and other
chemicals can result in long-term, often irreversible effects, such as infertility, miscarriage, and birth defects. Women’s
exposure to pesticides, solvents and persistent organic pollutants may potentially affect the health of the fetus.
Additionally, while the overall benefits of breastfeeding are recognized, the health of the newborn may be affected
by high levels of contaminants in breast milk. Small children, whose bodies are rapidly developing, are particularly
susceptible – and in some instances the health impacts may only emerge later in life.
Furthermore, children as young as five years old sometimes work in hazardous settings. Pregnant women living
and working in hazardous environments and poor mothers and their children are at a higher risk, as they are exposed
to the most degraded environments, are often unaware of the health implications, and lack access to information on
potential solutions.
Improving children and mothers’environmental health by addressing and tackling issues affecting their health,
presents an essential contribution towards the achievement of the Millennium Development Goals (MDGs).
Thank you.

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BEGE-103
Communication Skills
in English
ASSIGNMENT SOLUTIONS GUIDE (2013-2014)
Disclaimer / Special Note: These are just the sample of the Answers/Solutions to some of the Questions
given in the Assignments. These SampleAnswers/Solutions are prepared by Tutor for the help of the student
to get an idea of how he/she can answer the questions of the Assignments. Sample answers may be Seen as
the Guide/Reference Book/Assignment Guide. Any Omission or Error is highly regretted though every care
has been taken while preparing these Sample Answers/Solutions. Please consult you Teacher / Tutor before
you prepare a Particular Answer.
Answer all five questions given below.
Q. 1. What are ‘soft skills’? How do they facilitate communication?
Ans. Emotional Intelligence and Soft Skills
Emotional Intelligence is the ability to perceive emotions, to access and generate emotions
so as to assist thought, to understand emotions and emotional know-ledge, and to reflectively
regulate emotions so as to promote emotional and intellectual growth – Mayer & Salovey,
1997.
Soft skills is a sociological term relating to a person’s “EQ” (Emotional Intelligence
Quotient), the cluster of personality traits, social graces, communication, language, personal
habits, friendliness, and optimism that characterize relationships with other people. Soft skills
complement hard skills (part of a person’s IQ), which are the occupational requirements of a
job and many other activities.
Soft skills are personal attributes that enhance an individual’s interactions, job performance
and career prospects. Unlike hard skills, which are about a person’s skill set and ability to
perform a certain type of task or activity, soft skills relate to a person’s ability to interact
effectively with co–workers and customers and are broadly applicable both in and outside
the workplace.
A person’s soft skill EQ is an important part of their individual contribution to the success
of an organization. Particularly those organizations dealing with customers face-to-face are
generally more successful, if they train their staff to use these skills. Screening or training for
personal habits or traits such as dependability and conscientiousness can yield significant
return on investment for an organization. For this reason, soft skills are increasingly sought
out by employers in addition to standard qualifications.
It has been suggested that in a number of professions soft skills may be more important
over the long term than occupational skills. The legal profession is one example where the
ability to deal with people effectively and politely, more than their mere occupational skills,
can determine the professional success of a lawyer.
Soft skills are behavioural competencies. Also known as Interpersonal skills, or people
skills, they include proficiencies such as communication skills, conflict resolution and
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negotiation, personal effectiveness, creative problem solving, strategic thinking, team building,
influencing skills and selling skills, to name a few.
Soft Skills : Some Components
Following is the list of components of the cluster of soft skills. Apart from that, there are
few which must be added are:
(a) The ability to sense and respond to what is required in different environment.
(c) The ability to learn by watching those around you who are the most successful.
(c) The ability to speak, read, and write standard English appropriately in a business
environment. One may possess the hard skills of knowing that what kind of uses is
correct and what kind wrong. But the lack of soft skill of knowing when to use what and
with what tone may defeat the purpose.
A Cluster of Soft Skills
1. Behavioural traits such as attitude, motivation and time management.
2. Business etiquette.
3. Personal appearance and social graces.
4. Team spirit.
5. Negotiation skills.
6. Problem solving ability.
7. Leadership qualities.
8. Gross-cultural communication.
9. Report writing abilities.
10. Effective listing.
Behavioural Traits Such as Attitude, Motivation and Time Management: Following
abilities come under it:
(a) To arrange one’s own tasks for best performances.
(b) To learn from experience.
(c) To ask questions and correct one’s mistake.
(d) To absorb criticism and direction without feeling defeated, resentful and insulted.
Om Puri, India’s one of the finest actor when was in class ninth did not have enough
money to support his own studies so with the help of his headmaster he got to teach some
junior students to earn money. Here he learnt the idea of time management and schedule. To
teach the students he would wake up early in the morning to do his homework and note down
the points so to make his students understand him better. He also learned the importance of
through preparation which helped him later in his career.
Business Etiquette: Business etiquette is in essence about building relationships with
people. In the business world, it is people that influence your success or failure. Etiquette, and
in particular business etiquette, is simply a means of maximising your business potential.
If you feel comfortable around someone and vice versa, better communication and mutual
trust will develop.This comfort zone is realized through presenting yourself effectively. Business
etiquette helps you achieve this.
Business etiquette revolves around two things. Firstly, thoughtful consideration of the
interests and feelings of others and secondly, minimizing misun-derstandings. Both are
dependent upon self-conduct. Business etiquette polishes this conduct.
Business etiquette varies from region to region and country to country. For the international
business person, focusing too deeply on international business etiquette would leave no time
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for business. However, there are some key pillars upon which good business etiquette is
built.
Personal Appearance and Social Graces: It is important for the students to learn to
dress, and know their body language, tone of voice and use of vocabulary. At least once in
while students much choose to learn to dress the way they would dress had they been in a
corporate office. It is important as it does not only make you feel comfortable in the outfit but
also boosts the confidence.
Team Spirit: In the work place, the concept of ‘we’ is much more important than that of ‘I’.
The concept of team spirit includes following abilities:
(a) Share responsibility.
(b) Confer with other.
(c) Honour commitments.
(d) Help other do their jobs, and
(e) Seek help when needed.
Team work is important and we see quite often during sport matches. Interestingly, it is not
only the sports where team spirit is necessary but in every aspect of life where we end up
working in a team, and especially in the corporate world where people do work in team.
Negotiation Skills:Another important skill in business scenario is negotiation skills. It is
also very important in normal communication. In business people are often required to
negotiate with customers, suppliers, employers, and trade unions. Some of the basic
negotiation skills which must be acquired are:
(a) Doing our homework, to be completely prepared to discuss every aspect of the task.
(b) One should be able to answer every question asked.
(c) One should be clear about what one wants.
(d) It is important to not expect the win in the first go.
(e) One should be able to make friends with the person with whom they are bargaining.
(f) Maintaining the sense of humour.
Some people believe that competition among brothers or sibling is a good place to start
with the idea of negotiation skills. In such case, children learn to negotiate when two people
want the same or different things. They also learn to face failures and come up with their
strength and weakness.
Problem SolvingAbility: It is important to learn to able to solve the problems rather than
creating it. In today’s business scenario, people face new challenges every day, which are
both technical and non-technical in nature. So people who have the ability of solving problems
would be able to keep up and those who do not will be left behind.
Leadership Qualities: Another quality that is important is leadership quality. Well, you
may say that not everyone is going to lead a project in future, that may be true but still we must
stick to the fact that organizations are quite frequently turning back to their employees for
assistance in training and monitoring new team member and those with good leadership
skills are more likely to climb the ladder.
Cross-cultural Communication: Communicating across cultures begins with the basic
understanding that one size does not fit all. Simply because you practice certain cultural
habits or patterns does not mean the rest of the world does. “When in Rome, do as the
Romans do” makes perfect sense in Rome, Romania or Rio de Janeiro.
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DavidA. Ricks, in his book Blunders in International Business, writes: “Cultural differences
are the most significant and troublesome variables ... The failure of managers to fully
comprehend these disparities has led to most international business blunders.” Failing to
recognize and adapt to these differences can mean the difference between a done deal and
a faceless failure. Robert L. Stevenson, in his book Global Communication in the Twenty-
First Century, says “language, more than anything else, is the heart of culture.”Assumptions
about culture affect the way people communicate with each other.
Culture usually refers to the diverse ways in which people think, act or behave – toward
themselves, with their families and with people in their own society. Culture includes customs
related to religious, social, political and family values. Various cultures have divergent values
for time allocation and use, for family values and conversation, and for “personal space.”
These differences need to be recognized, valued and appreciated before any real
communication can take place.
The main criterion for understanding other cultures is simply to know your own. Very often,
we don’t know what our own culture is, so it’s difficult to understand someone else’s. Why do
we shake hands when we meet? Why don’t we discuss religion and politics in casual
conversation? Culture provides a framework for acceptable behaviour.
When your business goes global you will need to interact with partners and customers
from different countries and with different cultural backgrounds.And to effectively communicate
with them, you need to acquaint yourself with the art of cross-cultural communication.
With most businesses spreading their wings far and wide into foreign territories, the need
to understand how thinking, behaviour and communication changes as we travel across the
borders, has gained significant importance. Getting to terms with the cultural differences and
establishing trust with the global customers and partners are the two strong determinants of
howwellyourbusinessfaresintheglobalarena.Withcultureschangingradicallyeverythousand
miles, there’s certainly no shortcut to understanding every culture and its communication
patterns. So, what is the secret to learning business communication across cultures?
Q. 2. Present your C.V. in about 250 words. You may pretend to be other than
yourself, if you like.
Ans. Let us start with the learning of Writing CVs For Different Jobs
Look at the following sample CVs.
CV 1
Ritu Narang
D-16, Saket,
New Delhi
ritu@yahoo.com
OBJECTIVE
To ascend on to the higher level of success in the field of accountancy performing as an
Accounts Manager in a renowned organization.
PROFILE
Capable of keeping under control entire financial machinery, keeping a strict watch over
the budget to be presented by the executive body for the sake of expansion and suggest the
productive economical plans to meet the requirements without compromising with the standard
of the services feared to be affected.
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Keep all the informations/data just at a click away distance.
PROFESSIONAL EXPERIENCE
WE-FG,1995 – Serving
Accounts Officer
Initiate the inventory processes, to realign them with established norms.
Perform all the accountancy related duties includingAccounts Payable, General Ledger,
Financial Reporting, FixedAssets, Inventory Control and Payroll.
Natal, 1993-1995
Staff Accountant
Supervised the accounts-based managerial works including chalking out the plans, making
out the charts in regard to Accounts, P&L reports, Balance sheets AP and AR. Shaped the
monthly and annual plans as well.
EDUCATION
B.A. in commerce from Michigan College in 1990.
Special Diploma course in business administration from the California University in year
1988.
SKILLS
Capable in StandardAnalysis, Inventory Management, ERP systems, FinancialAnalysis,
TrendAnalysis, VarianceAnalysis, Standard Cost analysis,Budgeting and Planning and Project
Management.
REFERENCES
Mr. Vivek Rajdan, Crimson Company.
CV 2
Rajesh
F-104, Sector-3
Rohini, New Delhi-85
rajesh@yahoo.com
OBJECTIVE
Aspire to serve the bank just like an artery functioning in the body of human beings, by
holding the position of a Bank Teller for the betterment in life.
PERSONNAL SUMMARY
Pleasing personality and capable of studying the banking need and thus, bringing a
productive change in the environment by mooting out favourable ideas.
Ability of keeping the current up dates at hand in the banking sector.
Amro Bank, 2005 - Present
Section Officer
Keep data of banking transactions. Collect the cheques, drafts and do perform the
correspondence by making calls, sending mails, writing letters and apprising the seniors
about new developments taking place in the banking sector.
Have been making all the customers introduced with the products and services offered by
bank. Maintained the records on the budget including the salaries of the employees and
expenditures too be done on securities. Kept all the secrets under safe.
SBI, 2003 - 2005
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Customer Care Executive
Helped customers by furnishing them informations about the banking services and
introducing them with the new schemes to be launched from time to time. Reconciled the
cash drawer as well.
EDUCATION
Masters inAccountancy in 1997 from Pune University.
SKILLS
Better command over English, Hindi and Marathi languages.
Capacity to grab any information and bring it in to shape within no time.
Complete knowledge of computer with fastest speed of typing.
Pleasing personalty to interact with the customers enthusiastically.
CV 3
Kajal Puri
715, Karol Bagh,
New Delhi-05
kajal@yahoo.com
OBJECTIVE
Aspire to hold a prestigious designation of Business Architect in a reputed organization
and serve it with best of my professional efficiency.
PROFESSIONAL EXCELLENCE
SUMMARY
Highly proficient in analyzing, designing and adopting innovative techniques to upgrade
the work standard.
Proven mentorship and staff development skills.
Advanced problem solving capabilities.
Excellent verbal and written communication skills.
Target centric and devoted to accomplishing the indispensable projects within the desired
framework of time.
Capable of creating a favourable working environment.
Expert in exploring innovative techniques to upgrade the standard of works.
Proficient in trouble shooting and putting on track the detracted machinery of management.
Good communication and interaction with the cow-orkers.
Globe Inc., California, 20XY–Present
BusinessArchitect
Prepare the estimates, determine the methodologies as well as the applications to be
adopted in finalizing the projects.
Ensure the compliance of company norms and state’s law.
Press into service the high tech systems and machines to ensure the faster implementation
and accuracy of the works.
Lend top priorities to the skilled workers including analyzers and executives contributing
in enhancing the projects and works.
Identify the valuable fields of production and marketing.
Apply innovative strategies to meet the target set by the ISO.
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Take initiatives for upcoming projects to cut down on time and expenditure.
ABC Co., Boston, 2008-2010
Architect
Keep in touch with all the suppliers of necessary infrastructure and materials.
Make the constructive plans and ensure their implementation with in the predetermined
period of time.
Conducted the site inspections and guided the workers erecting the foundation project.
Developed the landscape design on computer before executing the planned structure.
Ensured to press into services the high grade labour force and machines.
Studied and analyzed the area to unearth whether the construction area falls on earth
quake zone or rain fed area.
EDUCATIONAL QUALIFICATION
Post Graduation in Management from Oxford University in 2008.
A specialization course in environment and climatic effect from XDE college in 2010
and Farming.
SOFTWARE SKILLS
Word, MicrosoftAccess, Microsoft Power Point, Windows, Windows9X, Windows XP,
Windows Vistas, Linux, Unix, MS DOS.
Pascal, Turbo Pascal, C, Java, Java Swing, Python.
Now write your own CV by taking the clues from the above three CVs.
Q. 3. How are news broadcasts structured? Write the script of a news broadcast
in about 250 words.
Ans. Unscripted Programmes: Interviews, Discussions, Audience Participatory
Programmes
Preparing for Unscripted Programmes: Some of the unscripted radio and television
programmes are interviews, group discussions, panel discussions, and audience participatory
programmes. When we say unscripted, we do not mean unprepared. Well, of course the
anchor of a show or an interviewer must do some homework before appearing in front of the
camera, because if the preparation is not done and the programme loses its focus, the
audience will also lose interest.
In media for producers, there are two catchphrases:
(a) Well begun is half done; ill begun is undone.
(b) Tell them what you are going to tell them; tell them tell them what you’ve told them.
The first phrase talks about making the things interesting for the audience right from the
beginning. The idea is to make the audience glued to your programme in spite of their freedom
of changing the channel.
The second phrase talks about the fact that one cannot go back refresh their memories
while watching a television. So in a programme, it is important to keep refreshing the memories
of the audience.
An Example: Setting up A Panel: Let us say that you want to set up a panel discussion
about preparing for interview. So the first step will be to brush up the information regarding
the preparation of an interview. The next question will be how big should the panel be? So
apart from the anchor you will require two more people for the discussion. You may think two
members are not sufficient as it is possible that both of them agree on same point, and if so
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happens then there will be no point of discussion. So you may want to include two more apart
from yourself.
Now you may want to think about the people you want to call on your panel. People must
be somehow connected to the topic. You cannot call a sports person and ask him to discuss
on the subject. For this, you may want to start with people who have taken interviews. Like an
HR manager in a company or a production manager in an MNC.
Now that you have your people, you must think about what to say. Look at the following
questions:
(a) How to begin the programmer?
(b) How to introduce the panel members?
(c) What questions should you ask?
(d) What do you think the answers are likely to be?
Some Questions and Answers: Let us now look at an example which tells us how an
anchor prepared for the questions and answers for a panel discussion on preparation for
interview. She realized from her research that three kinds of preparation are required for
interview preparation.
(a) Intellectual preparation
(b) Physical preparation
(c) Mental preparation
Now the questions come how the programme starts. Now this anchor thought that if she
were to appear in an interview after a week and she were watching this programme she
would be more interested in knowing what kind of questions she will be asked. So the first
questions of the programme would be – what kinds of question you would ask a candidate.
This is a general question and does not come into any of the three categories mentioned
above. But the answer of this question might lead towards one of the categories. Let us say
that the person says that he will ask about background and abilities. This question will take us
to the intellectual preparation. Her second question was:
Is the focus on a person’s knowledge, or the ability to communicate? Then she asked
about self-confidence, and then about communication skills and final about dressing. In the
entire programme, all areas of preparation has been covered.
Q. 4. Give an account of the salient features of corporate communication.
Ans. Definitions: Corporate communication is an essential aspect of communication,
which needs to be studied and put to use in all the corporate organization for greater effi-
ciency at work. Corporate communication collectively refers to the communication processes
that are meant for corporate or business purposes. Corporate communication refers to the
communication within corporate organization (internal communication) as well as the com-
munication between different corporate entities (external communication). Corporate com-
munication can make use of different types of mass media.
Internal corporate communication means the communication within a particular company.
Some of the commonly used tools for internal communication can include business meetings,
conferences, interviews, presentations or print media like brochures, newsletters, memos, or
business letters. Corporate communication is used to make announcements, take decisions
and in general share information, views and opinions within organization. Corporate
communication is a great way to create a conducive work atmosphere, thus, increasing the
productivity of the organization.
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External corporate communication process includes communication of the corporate
organization with its current/potential investors, customers and other corporate entities. The
external corporate communication process includes elements like advertising, marketing and
public relations. The external communication is responsible for the way the company portrays
itself to the entire corporate world. Thus, external corporate communication is instrumental in
creating the brand image or brand identity. The advertisement campaigns and promotional
events can be included in external corporate communication as well.
Scope of Corporate Communications: There is enormous scope for corporate
communication. Industries are expanding and need to recognize the importance of having to
communicate with the public that matters to the most. With the kind of development, we are
witnessing in India and abroad, corporate communication is here to stay. Prospects in the
field are plentiful for more than one reason. Firstly, competition has grown. The need to maintain
the brand has grown considerably, with regard to Indian as well as global consumers, as
more foreign companies are coming to India than never before. Secondly, the need to
communicate has exploded. Even the target audiences have expanded radically. We have
come to use more and developed tools of communication to reach out to them. Finally, the
external scenario has become extremely dynamic.
Internal Communication: Following points come under internal communication:
(a) Setting and implementing policies concerning to style and content.
(b) Preparing standard formats for letters and other official communications.
(c) Managing house journal/intranet content.
(d) Conducting corporate events.
(e) Coordination with HR department.
(f) Providing training to employees.
External Communications:
(a) Media relation: Generating and placing press release.
(b) Brand management: Used for finding ways to promote the products in best possible
ways.
(c) Government relation: Maintaining relationship with opinion leaders.
(d) Community relation: Developing and maintain relationship with direct community
through different means.
(e) Marketing communication: Supports marketing team with communicating materials.
The Corporate Sector: The Indian corporate sector has two main components, namely,
the government owned and privately owned companies. The size of both the components, in
terms of both numbers and capital, has grown fast, particularly since beginning of the seventies.
Government companies are mainly in the basic, heavy and capital intensive industries whereas
the private sector is predominantly in industries which cater to the consumer markets directly.
It is due to such a basic difference that while the government sector accounts for nearly two-
thirds of the productive industrial capital, its share in the net value added is less than one-
third.And the opposite is true of the private sector.
In the liberalized economic policy regime, the corporate sector has been assigned a
major role as the driver of growth and development process of the Indian economy, in particular
the industrialization effort. This has resulted in a number of institutional changes, especially in
the regulatory framework applicable to the sector. While the process is now more than one
and a half decades old, studies that provide deep insights into the developments in the
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corporate sector and its interface with industrial and economic development are, however,
relatively few.
The Non-profit Sector:Another important role played in economic, social and civic life
is of the non-government sectors. This includes companies which are not for profit and act
and functions in what is broadly known as social sector.
These organizations may have different structures; they are usually managed by trusts or
societies with members drawn across different sections of society. Communication in this
sector is almost like the communication in the corporate but requires a different approach.
Internal communication has the same goal as the corporate but the external communication
is focused less on promoting a favourable business environment than a favorable policy or
action environment.
Q. 5. Explain five types of figures of speech with illustrative examples.
Ans. Some Rhetoric Devices
Anticlimax:Anticlimax, a figure of speech that consists of the usually sudden transition in
discourse from a significant idea to a trivial or ludicrous one. Alexander Pope’s The Rape of
the Lock uses anticlimax liberally; an example is:
Here thou, greatAnna, whom three realms obey,
Dost sometimes counsel take, and sometimes tea.
Antithesis:Antithesis is a figure of balance in which two contrasting ideas are intentionally
juxtaposed, usually through parallel structure; a contrasting of opposing ideas in adjacent
phrases, clauses, or sentences. Following is an excellent example:
“He is no fool who gives what he cannot keep to gain that which he cannot lose”.
Epigram:An epigram is a statement, or any brief saying in prose or poetry, in which there
is an apparent contradiction. Avery short, satirical and witty poem usually written as a brief
couplet or quatrain.
Examples of Epigrams: “Conspicuous for his absence.”
“Beauty when unadorned is most adorned.”
“He was too foolish to commit folly.”
“He was so wealthy that he could not spare the money.”
Euphemism: Euphemisms are coded expressions that we use when whatever we are
referring to is considered inappropriate for the circumstances or when we are embarrassed
or uncomfortable with the literal version. As one might expect, many euphemisms relate to
sex or death. Here are some examples:
Eternal rest (Death)
Mistress (Concubine)
Physically challenged (deaf, dumb, blind, or otherwise physically handicapped person)
Hyperbole: Hyperbole is a figure of speech that uses an exaggerated or extravagant
statement to create a strong emotional response. As a figure of speech it is not intended to
be taken literally. Hyperbole is frequently used for humor. Examples of hyperbole are:
They ran like greased lightning.
He’s got tons of money.
Her brain is the size of a pea.
He is older than the hills.
I will die if she asks me to dance.
She is as big as an elephant!
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I’m so hungry I could eat a horse.
I have told you a million times not to lie!
The media and the advertising industry often use hyperbole (which may then be described
as hype or media hype).
Irony: Irony is a rhetorical device, literary technique, or situation in which there is a sharp
incongruity or discordance that goes beyond the simple and evident intention of words or
actions. There is presently no accepted method for textually indicating irony, though an irony
(punctuation) mark has been proposed.
Here is an example from Shakespeare’ Julius Caesar:
Here, under leave of Brutus and the rest -
For Brutus is an honorable man,
So are they all, all honorable men -
In above example, the word honourable is mean to mean just the opposite of its literal
meaning.
Litotes: Litotes is a deliberate understatement for effect; the opposite of hyperbole. For
example, a good idea may be described as “not half bad,” or a difficult task considered “no
small feat.” Litotes is found frequently in Old English poetry; “That was a good king,” declares
the narrator of the Beowulf epic after summarizing the Danish king’s great virtues.
Metonymy: Metonymy is a figure of speech in which a related term is substituted for the
word itself. Often the substitution is based on a material, causal, or conceptual relation between
things. For example, the British monarchy is often referred to as the Crown. In the phrase
“lend me your ears,” “ears” is substituted for “attention.” “O, for a draught of vintage!” exclaims
the speaker in John Keats’s “Ode to Nightingale,” with “vintage” understood to mean “wine.”
Oxymoron: Oxymoron is a figure of speech that brings together contradictory words for
effect, such as “jumbo shrimp” and “deafening silence.” For instance, John Milton describes
Hell as “darkness visible” in Book I of Paradise Lost.
Paradox: Paradox is a figure of speech, it is a seemingly self-contradictory phrase or
concept that illuminates a truth. For instance, Wallace Stevens, in “The Snow Man,” describes
the “Nothing that is not there and the nothing that is.”Alexander Pope, in “An Essay on Man:
Epistle II,” describes Man as “Great lord of all things, yet a prey to all.”
Pun: Pun can be referred to as Wordplay that uses homonyms (two different words that
are spelled identically) to deliver two or more meanings at the same time. Harryette Mullen
riffs on the multiple meanings of “slip” in [Of a girl, in white]. “Ah, nothing more obscure than
Browning/Save blacking,” writes Ambrose Bierce in “With a Book,” making a pun on the
name of poet Robert Browning and the colour brown.
Rhetorical Questions: The rhetorical question is usually defined as any question asked
for a purpose other than to obtain the information the question asks. For example, “Why are
you so stupid?” is likely to be a statement regarding one’s opinion of the person addressed
rather than a genuine request to know. Similarly, when someone responds to a tragic event by
saying, “Why me, God?!” it is more likely to be an accusation or an expression of feeling than
a realistic request for information.
Apart from these more obviously rhetorical uses, the question as a grammatical form has
important rhetorical dimensions. For example, the rhetorical critic may assess the effect of
asking a question as a method of beginning discourse: “Shall I compare thee to a summer’s
day?” says the persona of Shakespeare’s 18th sonnet. This kind of rhetorical question, in
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which one asks the opinion of those listening, is called anacoenosis. This rhetorical question
has a definite ethical dimension, since to ask in this way generally endears the speaker to the
audience and so improves his or her credibility or ethos. The technical term for rhetorical
questions in general is erotema.
Simile and Metaphor: Simile is an explicit comparison, often (but not necessarily)
employing “like” or “as.”
Some examples are:
My love is like a red, red rose –Robert Burns.
Her hair was like gravy, running brown off her head and clumping up on her shoulders.
The day we passed together for a while.
Seemed a bright fire on a winter’s night –Maurice Sceve.
You are like a hurricane: there’s calm in your eye, but I’m getting blown away –Neil Young.
The air-lifted rhinoceros hit the ground like a garbage bag filled with split pea soup.
A metaphor is a comparison made by referring to one thing as another.
some examples are:
No man is an island –John Donne.
For ever since that time you went away.
I’ve been a rabbit burrowed in the wood –Maurice Sceve.
Life is a beach.
Who captains the ship of state?
The Transferred Epithet: The transferred epithet a figure of speech in which an epithet
(or adjective) grammatically qualifies a noun other than the person or thing it is actually
describing.Also known as hypallage.
A transferred epithet often involves shifting a modifier from the animate to the inanimate,
as in the phrases “cheerful money,” “sleepless night” and “suicidal sky.”
■ ■
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Q. 1. Describe in your own words Marshall McLuhan’s concept of the global village.
Ans. Herbert Marshall McLuhan was a Canadian educator, philosopher, and scholar–a professor of English literature, a
literary critic, a rhetorician, and a communication theorist. McLuhan’s work is viewed as one of the cornerstones of the study of
media theory, as well as having practical applications in the advertising and television industries.
In the early 1960s, McLuhan wrote that the visual, individualistic print culture would soon be brought to an end by what he
called “electronic interdependence”: when electronic media replace visual culture with aural/oral culture. In this new age,
humankind will move from individualism and fragmentation to a collective identity, with a “tribal base.” McLuhan’s coinage for
this new social organization is the global village.
A global village
Global Village is a term closely associated with Marshall McLuhan, popularized in his books The Gutenberg Galaxy: The
Making of Typographic Man (1962) and Understanding Media (1964). McLuhan described how the globe has been contracted
into a village by electric technology and the instantaneous movement of information from every quarter to every point at the
same time. In bringing all social and political functions together in a sudden implosion, electric speed heightened human
awareness of responsibility to an intense degree.
Marshall McLuhan predicted the internet as an “extension of consciousness” in The Gutenberg Galaxy: The Making of
Typographic Man thirty years before its invention.
How small the world has become with the rise of technology can only be truly understood by those who can successfully
imagine their lives in times when there was no technology as we witness it today. Life in the time when there was no jetliner, no
electricity, internet, emails, telephones, television and other means of communication, would be quite different from what it is
now – good or bad is something open to debate and we must not go into that, but one thing is quite sure that the world would
have been too large for us then. Technology has but shrunk the world. We can now talk to anyone living in any place in world
within seconds, we can know what is happening in the other side of the globe, so on and so forth.
We will look into the fact that how technology has changed the ways of our lives in last 150 years. With the change in the
means of communication, there is a sudden need of change in the needs of communication as well. We can no longer remain
confined to the culture and society in which we grew up. We constantly feel the need to explore the other parts of the world
which are different from the one we know. And all this is because of the rise and growth of the technology.
Q. 2. Write a farewell speech for a principal of a school or the section-head in an office dealing also with negative
emotions, attitudes and experiences.
Ans. Avery good morning to all. Dear teachers and my students, we are gathered here to celebrate the farewell party of Mr
Bhaskar, our college principal today.
As being the principal of this college (or school), I would like to recite an honor speech on the farewell party of Mr Bhaskar
about his distinguished personality. Mr. Bhaskar was a most responsible teacher and an efficient principal in our college for
many years and followed his all the responsibilities as a good teacher with full commitment. I feel very sorry that today we are
losing a most responsible teacher in our college however we cannot change the fate. He and his works would be always in our
heart forever.
ASSIGNMENT SOLUTIONS GUIDE (2016-2017)
B.E.G.E-103
Communication Skills in English
Disclaimer/Special Note: These are just the sample of the Answers/Solutions to some of the Questions given in the
Assignments. These SampleAnswers/Solutions are prepared by Private Teachers/Tutors/Authors for the help and guidance
of the student to get an idea of how he/she can answer the Questions given in the Assignments. We do not claim 100%
accuracy of these sample answers as these are based on the knowledge and capability of Private Teacher/Tutor. Sample
answers may be seen as the Guide/Help for the reference to prepare the answers of the Questions given in the assignments.
As these solutions and answers are prepared by the private teacher/tutor so the chances of error or mistake cannot be
denied. Any Omission or Error is highly regretted though every care has been taken while preparing these Sample
Answers/Solutions. Please consult your own Teacher/Tutor before you prepare a Particular Answer and for up-to-date
and exact information, data and solution. Student should must read and refer the official study material provided by the
university.
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We can never forget his valuable and effective suggestions during the bad times in the college. It seems that he join the
college now and the time of going of him has come very soon. He was like my best teacher of the college, my guide as well as icon
to many teacher. He really deserves to hear the praiseworthy words from my voice.
He was a role model in my college and his dedicated years of service would be live in our memory. It is our honor that a
teacher from my college has been selected to work in such a great institution. This success of him is not his fate, it is his
continuous and committed love for hard work. College will never forget his distinctive disciplined framework during his all time
teacher-ship at the workplace as well as his immense contribution in the college to make an unique educational environment for
the students. His all the works would be in the record and adored always. He has established his unique personality in this
college. His disciplined and committed works makes him different than others.
I would like to say a big thank to Mr. Bhaskar for his all the supports and love to this college.
Thank you very much.
Q. 3. Write a letter from Coordinator of an IGNOU study centre to a student who hasn’t received her identity card and
study material and has sought his help in getting them.
Ans.To,
The Examination
IGNOU Study Centre
Rajghat, New Delhi
Respected Sir,
My name is Naman Suri. I am from NIOS, Odisha region division I have submitted my application form for
Stream-1 April, 2017 exam to NIOS Delhi Office before 5 months (last week of March, 2016). I have submitted all
the documents with required fees through online payment.
But till date i.e. now it’s 10th, October, 2016 I have not received a single status of my admission.
Can you please tell me that when my admission will be confirmed and I will get my ID card along with the
needed study material.
Ref. No:A1516300854
Yours Sincerely
Naman Suri
Q. 4. Based on your own experience write a brief script (250 words) for the young television viewers
on how television can be a liberal education.
Ans. Television is an audio-visual and sophisticated scientific device. It telecasts programmes from far and wide
areas of the country and abroad. It has an important role to play for entertainment and education of people all over
the world.
Citizenship training is the biggest task of a democratic country like India. Television plays a pivotal role to
achieve this objective through documentaries, debate and discussion serials. The programmes telecasted to develop
patriotic feeling and ensures obligation of people to country, love and sympathy for follow men and creates awareness
about rights and duties of the citizen.
The need of national integration and international understanding is felt essential all quarters in modern times. The
countries are coming close to each other now-a-days through rapid communication revolution. The sense of unity,
co-operation and mutual relation are to be fostered among people to ensure a peaceful living in the globe, TV
programmes on the role of UNESCO, UNO and World Bank for international understanding as well as common
cultural programmes like Celebration of National Day, Birth Centenary of greatmen for strengthen national integration
are widely welcomed.
Environment pollution and ecological imbalances have challenged the life on the earth in modern times. Rapid
population growth, Urbanization problem of drain, huge stock of garbage, deforestation, evacuation of sarcastic
gases from industry and automobiles are some of the reason of environment pollution.
Necessity of clear environment for health and hygiene, needy of sanitation information about birth control devices
are to be taught to mass through different programme. General awareness about the environment and its problems
are raised through TV programmes.
Socio-Political and Cultural achievement of the country described through different programmes to foster the
sense of brotherhood among the people of different caste, creed and sex. Changing social systems, cultural and
political issues are also brought for discussion and debate and exhibition on cultural exchange and political reviews
are necessary for preservation of cultural values.
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Televisions another function is to provide entertainment to people through the programmes like Cinema, Serial,
and Sports etc. Its role as an important communication medium is noteworthy for promoting national unity, developing
economy and refining socio-cultural life of people. Its great contribution to humanity is education through different
programmes.
Q. 5. What is Epidiectic rhetoric? Give two short examples of this variety of rhetoric.
Ans. According to Aristotle, one of the three major branches of rhetoric: speech or writing that praises or
blames. (The other two branches are deliberative and judicial.)
Also known as ceremonial discourse, epideictic rhetoric includes funeral orations, obituaries, graduation and
retirement speeches, letters of recommendation, and nominating speeches at political conventions. Interpreted more
broadly, epideictic rhetoric may also include works of literature.
Examples of Epideictic Rhetoric: Daniel Webster in Praise of John Adams and Thomas Jefferson
“Adams and Jefferson, I have said, are no more. As human beings, indeed, they are no more. They are no more,
as in 1776, bold and fearless advocates of independence; no more, as at subsequent periods, the head of the government;
nor more, as we have recently seen them, aged and venerable objects of admiration and regard. They are no more.
They are dead. But how little is there of the great and good which can die! To their country they yet live, and live for
ever. They live in all that perpetuates the remembrance of men on earth; in the recorded proofs of their own great
actions, in the offspring of their intellect, in the deep-engraved lines of public gratitude, and in the respect and homage
of mankind. They live in their example; and they live, emphatically, and will live, in the influence which their lives and
efforts, their principles and opinions, now exercise, and will continue to exercise, on the affairs of men, not only in
their own country but throughout the civilized world.”
(Daniel Webster, “On the Deaths of John Adams and Thomas Jefferson,” 1826)
Oprah Winfrey’s Eulogy for Rosa Parks
“And I’m here today to say a final thank you, Sister Rosa, for being a great woman who used your life to serve,
to serve us all. That day that you refused to give up your seat on the bus, you, Sister Rosa, changed the trajectory of
my life and the lives of so many other people in the world. I would not be standing here today nor standing where I
stand every day had she not chosen to sit down. . . . Had she not chosen to say we shall not--we shall not be moved.’’
(Oprah Winfrey, Eulogy for Rosa Parks, Oct. 31, 2005).
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Guruignou.com
Course Code : BEGE-103
Course Title : Communication Skills in English
Last Date of Submission : 15th October, 2019 (For July 2019 Session)
15th April, 2020 (For January 2020 Session)
1 Write short notes on the following:
i The difference between dialect, accent and style
ii Code mixing and code switching
Ans:- The difference between dialect, accent and style
An accent is a local pronunciation of either the speaker’s own language, or the way they
pronounce a foreign language, influenced by their mother tongue. For example, in the North of
the UK (Northern England and Scotland) people pronounce “ant” and “aunt” the same way
while in the South they pronounce “ant” with a short “a” and “aunt” with a longer “ah” sound.
It includes not only individual phoneme sounds but also includes intonation. For example
someone from the East Coast of Scotland will usually have a much livelier, more melodic way of
speaking than someone from Glasgow which has a flatter sound.
A dialect is a regional speech variety. This also includes lexis (vocabulary) and grammar as well
as pronunciation (accent). It is possible to use the local pronunciations
without really using any particular local grammar or vocabulary,
meaning you can speak in a region’s accent without using its dialect.
Examples of dialect would be something like the (now quite rare) use
of tha/thee as a second person pronoun in Yorkshire, or the reduction
of the definite article “the” to /t/ in some contexts, e.g. “Get thyssen
to’t shop” would be a rather cliche example of Yorkshire dialect, which
also includes words like “aye” for “yes”, “ginnel” for alleyway etc.
Scottish dialect is influenced by the original Scots language and has
features such as different negative forms e.g. “I widnae dae that if
were you” and a whole host of lexical features such as “wean” or
“bairn” for child, “lum” for chimney, “dreich” for grey/depressing (weather) etc. Scots dialect

(and “official” standard Scots English) also includes the velar fricative /x/ phoneme, not found
in standard British English
Short version: Accent and dialect are both related to regional differences in speech. Accent
covers the sound of speech, while dialect refers more to differences in vocabulary and/or
grammar.
ii Code mixing and code switching:-
Code mixing is simply mixing of two or more languages while communicating. Now, it is
common for a speaker who knows two or more languages to take one word or more than one
word from one language and introduce it while speaking another language.
If I know French as well as English, for example, there will be times when I will mix some English
words in my French sentences. That’s, in fact, very common. Languages have this kind of affect
on other languages. It is rare for Bilinguals to utter sentences that belong to purely one
language.
One or few words are generally borrowed. Sometimes, it is because the speaker remembers a
particular word in one language but, at that moment, isn’t able to use the parallel word in the
language he is using. This happens generally in speech. Writing, which is more formal and
careful presentation of speech, is generally free of code mixing and code switching (but it is still
possible when there is a special requirement, for example, when adding some special,
humorous effect, or in case it is an advertisement and marketing strategy etc.).
Code switching is similar to code mixing in that there is combination of two languages (in fact,
many use the two terms interchangeably), but there is a small difference. In a single
conversation if a language speaker who is speaking, for example, English switches to French
(and again to English, may be), it will be code switching.
Here, the speaker is not mixing just a few words of one language in between the other
language. He is speaking one language and then switching to another language. One sentence is
spoken in one language and the second in another and so on.
Sometimes, there may not be a sharp boundary. One phrase of a single sentence might be in
one language and the second in a different language. Note that in the latter case, the two
phrases (one in English and second in French, for example) will be consistent in tense, number,
etc.
2. What are some of the components of soft skills and why is it important to have these
skills?
Ans: What are Soft Skills?
Whereas hard skills are the tangible and technical skills easily demonstrated by a candidate’s
qualifications and specific professional experiences, soft skills is a term used by employers to
refer to the more intangible and non-technical abilities that are sought from candidates.
Soft skills are sometimes referred to as transferable skills or professional skills. As this term
implies, these are skills that are less specialised, less rooted in specific vocations, and more
aligned with the general disposition and personality of a candidate.
Examples of important soft skills are communication, teamwork and problem solving.

Soft skills relate to your attitudes and your intuitions. As soft skills are less referable to your
qualifications and more personality-driven, it is important to consider what your soft skills are
and how you might show evidence of them before you apply for a job.
Why do Soft Skills Matter?
Soft skills are the difference between adequate candidates and ideal candidates. In most
competitive job markets, recruitment criteria do not stop at technical
ability and specialist knowledge.
Particularly with graduate schemes, recruiters will be looking for
people who can become leaders, and leadership, itself, depends on
several key soft skills.
An instructive example of the difference made by soft skills is a
medical doctor. A doctor is required to have an extensive repertoire
of hard skills, especially the ability to diagnose and prescribe
treatments for an array of ailments.
But a doctor who does not have the soft skills of emotional
intelligence, trustworthiness and approachability is not likely to be
very highly regarded by their patients.
Similarly, a salesperson who may have an unrivalled and exhaustive
knowledge of their market will find it difficult to close a deal and retain their clients if they lack
the soft skills of interpersonal skills and negotiation.
Soft skills are not just important when facing external customers and clients. They are equally
important when it comes to interacting with colleagues.
Soft skills relate to how you work with others (whereas hard skills relate to you, in isolation, as
an individual).
Employers value soft skills because they enable people to function and thrive in teams and in
organisations as a whole.
A productive and healthy work environment depends on soft skills. After all, the workplace is an
interpersonal space, where relationships must be built and fostered, perspectives must be
exchanged, and occasionally conflicts must be resolved.
What are the Key Soft Skills?
This section is an extensive, but not exhaustive, guide to what should be considered as some of
the key soft skills.
Communication
As a soft skill, communication is not about multiple syllables or rousing speeches. Able
communicators can adjust their tone and style according to their audience, comprehend and
act efficiently on instructions, and explain complex issues to colleagues and clients alike.
Communication is also an important aspect of leadership, since leaders must be able to
delegate clearly and comprehensibly.

Self-Motivation
Having the positive attitude and the initiative to work well without round-the-clock supervision
is a vital soft skill for any employee.
Not only does it demonstrate reliability and commitment, but it shows that you can fit
efficiently into an organisational structure without the need for constant oversight.
Leadership
Leadership is a soft skill you can show even if you’re not directly managing others.
Leadership can be thought of as a collection of various other soft skills, such as a general
positive attitude and outlook, the ability to communicate effectively, and an aptitude for both
self-motivating and motivating others.
Responsibility
Self-awareness is a seldom talked about but highly valued soft skill; knowing when to accept
responsibility for any mistakes you have made demonstrates a healthy level of humility, and a
willingness to learn and progress.
Teamwork
Like leadership, good teamwork involves a combination of other soft skills.
3b Discuss some of the questions that are commonly asked during an interview.
Ans:- 1. "Tell me a little about yourself."
If you're the interviewer, there's a lot you should already know: The candidate's resume and
cover letter should tell you plenty, and LinkedIn and Twitter and Facebook and Google can tell
you more.
The goal of an interview is to determine whether the candidate will be outstanding in the job,
and that means evaluating the skills and attitude required for that job. Does she need to be an
empathetic leader? Ask about that. Does she need to take your company public? Ask about
that.
2. "What are your biggest weaknesses?"
Every candidate knows how to answer this question: Just pick a theoretical weakness and
magically transform that flaw into a strength in disguise!
For example: "My biggest weakness is getting so absorbed in my work that I lose all track of
time. Every day I look up and realize everyone has gone home! I know I should be more aware
of the clock, but when I love what I'm doing I just can't think of anything else."
3. "What are your biggest strengths?"

I'm not sure why interviewers ask this question; your resume and experience should make your
strengths readily apparent.
Even so, if you're asked, provide a sharp, on-point answer. Be clear and precise. If you're a great
problem solver, don't just say that: Provide a few examples, pertinent to the opening,
that prove you're a great problem solver
4. "Out of all the other candidates, why should we hire you?"
Since a candidate cannot compare himself with people he doesn't
know, all he can do is describe his incredible passion and desire and
commitment and ... well, basically beg for the job. (Way too many
interviewers ask the question and then sit back, arms folded, as if to
say, "Go ahead. I'm listening. Try to convince me.")
And you learn nothing of substance.
Here's a better question: "What do you feel I need to know that we
haven't discussed?" Or even "If you could get a do-over on one of my
questions, how would you answer it now?"
5. "Why do you want this job?"
Now go deeper. Don't just talk about why the company would be great to work for; talk about
how the position is a perfect fit for what you hope to accomplish, both short-term and long-
term.
And if you don't know why the position is a perfect fit ... look somewhere else. Life is too short.
4 . You are working in the farming sector. Write a report on any one of the following: 20
i Global warming taking a toll on our agricultural output
ii Ways to modernize the farming sector
Ways to modernize the farming sector
 Each year, the yield of the crops is affected due to uncertainty and irregularity of
monsoon.
 Due to increasing population of the country, more and more land is getting acquired
leaving very little space for farming.
 There is an unavailability of canal irrigation which means that farmers are dependent on
the rainy season for a fruitful yield.

 The only solution to tackle these problems is to modernize the agriculture scenario in
India. But how are we going to modernize the agriculture in India? Embracing the internet will
help the farmers to uncover new ways that have been unknown for years. It will give them a
chance to alleviate the challenges that hinder crops growth and increase the agriculture yield.
Which crops grow best where?
this is important to be well versed with the fact that every crop requires a different land and
atmospheric conditions to grow; however, finding the right soil for a crop is a tricky thing. How
can a farmer potentially find out the right growing conditions for the crops? How can he decide
which land is suitable for the growth of which crop? This is when conducting a survey on the
agriculture land can help.
A small airplane called as an unmanned aerial vehicle (UAV) is used to monitor and observe
important data like multispectral imagery, visual and thermal imagery, humidity, the weather
condition at a resolution of up to 1 cm/pixel and air pressure. This data will help the farmer
make an informed decision
Irrigate the fields in a smart way
Crops require a right quantity of water at the right time for its optimal growth. Therefore, it is
important to manage the irrigation of the field. While it can be a challenging task, owing to
shortage of water, it should be kept at priority.
Buying agriculture equipment in India such as humidity sensors and water monitoring system
can make irrigation a simple task. Humidity sensors are used to measure the moisture content
in the soil and based on this data, the water valves supply water to the field automatically
without any supervision. Also, it makes it easy to identify any leakage in the water pipe.
Evaluate the performance of the product
Despite having optimal weather condition, right irrigation facility, modernized equipment, and
the right pest management in place, there may be some chances when the plant refuses to
grow well. Therefore, it is important to constantly measure and evaluate the performance of
the produce. This is when smart technology can help and make it convenient to evaluate
different parameters with sensors.
To check humidity, pressure, soil and air temperature, and various other issues, you will need
remote sensors in place. Getting his hands on the above-listed data will help a farmer to take
the necessary steps and plan his moves accordingly. When breeding of the plants is done in an
optimal environment, it will definitely yield better crop quality and increase the production.
Farmers need to know more about agricultural machinery manufacturers in the country. They
need to gain access to knowledge about farming implements in India that can help them
increase their workload yet make it easy to increase crop growth. There are several farming

equipment manufacturers in the country that are helping farmers ease their workload. The
need of the hour is to use updated equipment, gain knowledge about modern techniques and
move forward.
5 What is the purpose of a group discussion? What is the difference between a general group
discussion and an interview group discussion? You have to participate in a group discussion as
part of a job interview. How would you prepare yourself?
Ans:- A discussion is understood as an activity of sitting and talking
about a specific subject. The word ‘discuss’ has been derived from
the latin root ‘discutere’, which means to shake or strike. Thus
‘discussion’ refers to thoroughly shaking up the subject, that is,
examining it thoroughly to reach a conclusion.
A group discussion is a time-bound discussion on a pre-determined
topic by a group of (usually) 6–8 people in a controlled setting, in
front of a panel of moderators (ranging between 1–3).
An interview is usually a one-on-one or many-on-one or rarely,
many-on-many (called group interviews) interaction between a
panel and a candidate, where the discussion is focused on knowing the candidate, his/her
strengths and weaknesses and judging his/her fitment with the role offered.
Usually, a group discussion precedes an interview in the selection process. The candidate is first
judged in a group setting, then in a more personal, individual capacity.
Group Discussion:
1. Train yourself to be a good listener. Develop the patience to listen attentively.
2. Acknowledge that everyone has something valuable to say.
3. When speaking in a GD, your job is to articulate your point of view in a way that is easy
for others to comprehend.
4. Inculcate the good habit of structuring your thoughts and presenting them logically.
5. Writing essays on a variety of topics is good practice developing thought structure.
6. The only way to prepare is to read more, develop a keen interest in current affairs.
7. Seek opportunities to discuss these in groups.
8. Learn to respect others for what they are.
9. Learn to be open-minded and recognize the fact that people think differently about
issues.
10. Train your mind to think analytically.
11. Your GD arguments should have ‘meat’.
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