St.

Andrews Institute of Technology And Management

UNIT-2

IMPROVING
LISTENING,SPEAKING,
READING, WRITING
LISTENING
Listening is the ability to
comprehend and understand
spoken language.
It involves paying attention to
spoken words, phrases, and
sentences, and processing them
for meaning.
SPEAKING
•Speaking is the skill of producing and
conveying spoken language.
•It involves using the correct
vocabulary, grammar, and
pronunciation to express thoughts,
ideas, and emotions.
•Speaking skills are essential for verbal
communication and interpersonal
interactions.
READING
•Reading is the ability to understand
written text.
•It involves interpreting written words,
sentences, and paragraphs to extract
meaning.
•Effective reading skills are essential for
tasks such as comprehending written
instructions, studying, and accessing
information in books, articles, and online
resources.
WRITING
•Writing is the skill of creating written
language.
•It involves constructing sentences and
paragraphs using appropriate vocabulary,
grammar, and style.
•Writing skills are essential for various
purposes, including composing essays,
reports, emails, and other forms of written
communication.
 VERBAL COMMUNICATION
Verbal communication refers to the
use of words, whether spoken or
written, to convey information,
ideas, thoughts, and feelings from
one person or group to another. It
is a fundamental aspect of human
communication and involves the
use of language to transmit
messages.
 CHARATERISTICS OF VERBAL COMMUNICATION

• Symbolic-Words and phrases are symbols that

represent ideas, objects, actions, and
emotions.
• Dynamic- It can adapt to different situations,
audiences, and contexts.
• Two-Way-It involves both a sender and a
receiver.
• Context-Dependent- The same words can
have different interpretations in different
situations.
• Cultural and Social Influences- Different
cultures may have distinct language
structures, etiquette, and communication
styles.
• Expressive-express a wide range of emotions,
from joy and excitement to anger and sadness.
• Information Exchange- It can be used to share
facts, ideas, opinions, instructions, and more.
• Precision and Clarity- Using appropriate words
and grammar helps convey messages accurately.
Ambiguity and vague language can lead to
misunderstandings.
• Powerful Influence- It can be used to inspire,
motivate, negotiate, and make decisions.
• Subject to Misinterpretation-. Words may be
misunderstood, or their meaning may change
based on the listener's perspective.
 PRINCIPLES OF EFFECTIVE VERBAL COMMUNICATIONS

• Clarity: Use simple language and avoid jargon or

complex vocabulary that might confuse your audience
• Conciseness: Avoid unnecessary details and tangents.
Stick to the main point to prevent your message from
becoming convoluted.
• Active Listening-. Listen actively to the other person.
• Empathy-Empathetic communication can help build
trust and rapport.
• Eye Contact-. It shows that you are engaged and
attentive
• Tone and Pitch- . A monotonous voice can make your
message seem dull or disinterested.
• Pacing and Speed- Speak at a comfortable pace,
neither too fast nor too slow.
•Use of Pauses- Allows your audience to
digest information, and signal transitions
between ideas.
•Respect and Courtesy-Avoid interrupting,
talking over others, or using disrespectful
language.
•Adaptability- Tailor your message to their
level of understanding and background
knowledge.
•Feedback- It can help you understand how
your message is being received and make
necessary adjustments.
FORMS OF VERBAL COMMUNICATION
• Face-to-Face Communication: Facial expressions, body
language, and tone of voice are important components of
face-to-face communication.
• Telephonic Communication: Using phones to communicate
verbally. This can be one-on-one or through conference calls.
While it lacks the visual aspect of face-to-face communication,
tone of voice becomes crucial in conveying emotions and
meaning.
• Video Communication: Video calls through platforms like
Zoom or Skype allow people to see and hear each other,
making it a close approximation of in-person communication.
• Meetings and Presentations: In a professional setting,
meetings and presentations involve verbal communication to
convey ideas, make decisions, and share information. These
can be in person or conducted virtually.

• Public Speaking: Public speaking involves addressing a large

audience, either in person or through media such as television
or the internet. Effective public speakers use verbal
communication skills to convey their message persuasively.

• Interviews: Job interviews, media interviews, and research

interviews rely heavily on verbal communication. Both the
interviewer and interviewee use spoken words to exchange
information.
• Lectures and Educational Settings: Teachers, professors, and
trainers use verbal communication to educate and impart
knowledge to students. This can be in a traditional classroom
setting or through online courses.
• Podcasts and Radio: These mediums rely entirely on verbal
communication. Hosts and guests use spoken words to discuss
various topics, entertain, or inform their audience.
• Voice Messages and Voicemail: In the age of smartphones,
leaving voice messages and voicemail is a common form of
verbal communication, often used when direct conversation
isn't possible.
• Voice Assistants and Chatbots: With the rise of artificial
intelligence, voice assistants like Siri and chatbots on websites
provide information and assistance through verbal
interactions.
 ADVANTAGES OF VERBAL COMMUNICATION
• Clarity and Precision: Verbal communication allows for clear
and precise expression of ideas and information. When
speaking or writing, individuals can choose their words
carefully to ensure the message is easily understood.
• Immediate Feedback: Verbal communication enables
immediate feedback. In face-to-face conversations or live
discussions, participants can gauge reactions and adjust their
communication in real-time, enhancing mutual understanding.
• Emotional Expression: Verbal communication allows
individuals to convey emotions, tone, and mood effectively.
Inflections, intonations, and choice of words can all be used to
express feelings, which is especially important in interpersonal
relationships.
• Complex Information: Verbal communication is effective
for conveying complex information. In academic or
professional settings, lectures, presentations, and
discussions allow for in-depth explanations and the
sharing of detailed knowledge.
• Questioning and Clarification: Verbal communication
permits the asking of questions and seeking clarification.
This facilitates learning, problem-solving, and effective
decision-making in various contexts.
• Cultural Adaptability: Verbal communication can be
adapted to suit different cultural norms and preferences.
People can adjust their language and communication
style to be more inclusive and respectful of diverse
audiences.
• Personal Connection: Verbal communication
often creates a stronger personal connection
than written forms of communication. Tone of
voice, body language, and eye contact can foster
rapport and trust.
• Efficiency: Verbal communication can be very
efficient, especially in situations where quick
exchanges of information are required, such as
during emergency responses or in fast-paced
work environments.
 DISADVANTGES OF VERBAL COMMUNICATION
• Misunderstandings: Verbal communication can be prone
to misunderstandings due to factors such as language
barriers, misinterpretation of tone or context, and
differences in dialects or accents. A simple phrase can
have various meanings depending on how it's delivered.
• Lack of Record: Verbal communication typically leaves no
written record. This can be a disadvantage in professional
or legal settings where documentation is crucial. It can
also be problematic when trying to recall details of a
conversation accurately.
• Limited Retention: People tend to forget details of verbal
conversations quickly, especially if they don't take notes.
This can result in information being lost or distorted over
time.
• Ineffective for Complex Information: Verbal
communication may not be the best medium for
conveying complex or technical information. It can be
challenging to explain intricate concepts without visual
aids or written documentation.
• No Non-verbal Cues: Verbal communication lacks the
non-verbal cues, such as body language and facial
expressions, which often convey a significant part of the
message. Without these cues, it can be challenging to
gauge the speaker's true emotions or intentions.
• Limited Accessibility: Verbal communication may not be
accessible to individuals with certain disabilities, such as
hearing impairments. This can lead to exclusion and
communication barriers.
• Time-Consuming: Verbal communication can be
time-consuming, especially in large group
settings or when discussing lengthy topics. This
can lead to inefficiency in certain situations.
• Emotional Expression: While verbal
communication allows for the expression of
emotions through words, it can sometimes be
less effective than non-verbal methods for
conveying complex emotions or empathy.
 NON VERBAL COMMUNICATION
MEANING- Transfer of information
from one person to another without
the use of words or spoken language.
Nonverbal communication can occur in
a variety of ways, including through
facial expressions, gestures, and body
posture or position.
 FORMS OF NON-VERBAL COMMUNICATION
• Facial Expressions: Facial expressions are perhaps the
most potent form of nonverbal communication. Smiles,
frowns, raised eyebrows, and other facial movements
can convey emotions such as happiness, sadness, anger,
surprise, or confusion.
• Gestures: Gestures involve hand and body movements
that communicate meaning. Common gestures include
waving, pointing, giving the thumbs up, or making the
"OK" sign.
• Eye Contact: The way someone uses their eyes can
convey a lot of information. Direct eye contact often
indicates interest or confidence, while avoiding eye
contact might suggest shyness or discomfort.
• Posture: The way a person stands or sits can
communicate a lot about their mood and attitude. For
example, standing up straight can suggest confidence,
while slouching might indicate boredom or tiredness.
• Proximity: The distance between people during a
conversation can convey their level of intimacy or
comfort. Standing or sitting too close might make
someone feel uncomfortable, while maintaining an
appropriate distance can indicate respect for personal
space.
• Touch: Touch can communicate a wide range of emotions
and intentions. For example, a pat on the back can
convey approval or support, while a handshake can
signify agreement or introduction.
• Paralinguistic: This includes the tone, pitch, and speed of
speech. For instance, a high-pitched voice might indicate
excitement, while a slow and low voice might suggest sadness
or seriousness.
• Body Language: Beyond gestures and posture, body language
encompasses the overall way a person uses their body during
communication. For example, crossing one's arms might signal
defensiveness or disagreement, while open and relaxed body
language can indicate receptiveness.
• Artifacts: The objects and clothing people choose to wear can
communicate information about their personality, status, or
affiliations. For instance, a person wearing a uniform is often
associated with a particular profession or organization.
• Physical Appearance: Personal grooming, clothing choices,
and overall appearance can communicate information about a
person's personality, social status, and cultural background.
 MEANING OF LISTENING
It may be defined as the
process of hearing,
understanding and
interpreting the spoken
words.
 DEFINITIONS OF LISTENING
•LELEAND BROWN “listening is an activity
that can be turned on and off consciously
and unconsciously. It starts with the
receiver’s becoming aware that they
should listen and become attentive to
what is being said”
•M.V RODRIQUES “ listening is a process of
receiving, interpreting and reacting to the
messages received from the
communication sender.”
PROCESS OF LISTENING
 RECEIVING
At this stage, we are still only hearing the message.
This stage is represented by the ear because it is the
primary tool involved with this stage of the listening
process.
During a crowded event in an outdoor amphitheater ,
for example, when the person on stage starts
speaking, the cheering and/or yelling is sometimes so
loud that the speaker can't be heard easily despite
using a speaker system. In this example, the difficulty
of receiving the message is due to the external noise.
This is only one example of the ways that hearing
alone can require sincere effort, but you must hear the
message clearly before you can continue the process
of listening.
 Stage 2: Understanding
In the understanding stage, we attempt to
learn the meaning of the message, which is
not always easy.
For one thing, if a speaker does not
enunciate clearly, it may be difficult to tell
what the message was—did your friend say,
“I think she’ll be late for class,” or “my
teacher delayed the class”?
 Stage 3: Remembering
Remembering begins with listening; if you
can’t remember something that was said,
you might not have been listening
effectively.
The most common reason for not
remembering a message after the fact is
because it wasn’t really learned in the first
place
 Stage 4: Evaluating
Evaluating involves critically analyzing the
information you've received. It includes
considering the speaker's credibility, the logic of
their arguments, and the evidence they provide.
This step helps you assess the validity and
relevance of the information, which is crucial for
forming accurate responses or opinions.
 Stage 5: Responding through feedback
Response: After you've fully listened and understood the
message, it's time to respond. Your response can take various
forms, depending on the context. It might involve asking
questions, offering feedback, expressing your own thoughts
and feelings, or simply acknowledging what the speaker said.

Feedback: Providing feedback is an important part of the

listening process. It lets the speaker know that you've been
actively listening and that their message was received and
understood. Positive feedback can encourage further
communication.
 COMMUNICATION PROBLEMS IN GROUPS
PHYSICAL ARRANGEMENTS- The furniture and other physical
arrangements for a GD should be such that a speaker faces
other participants and can maintain eye contact.
Visual aids- when the topic of discussion requires consideration
of data, figures and project plans, chart maps, slides and other
visual aids should be provided to assist the flow of ideas.
Group structure- Generally, a homogeneous group can indulge
better in a discussion. Mixed groups do not communicate easily.
However all shades of opinion should be presented in the
discussion.
Organization of discussion material- The group must know the
topic and purpose of discussion. The scope of the discussion
has to be restricted to the time allotted.
• Notice to participants- the persons who are participated in
the discussion should be given sufficient time to think over
the topic and collect the necessary data and other materials
which they want to use in the discussion.
• Conduct of discussion- The leader will open the discussion by
stating its topic and purpose. He should allow reasonable
opportunity to the participants to speak and answer
questions. At the end of the discussion he should summaries
the main points of discussion and the conclusions arrived at.
• Follow up- After the discussion, it is necessary to write down
the conclusions. A copy may be sent to every participant and
other concerned persons.
 Elements of group discussion
• Topic/Agenda: Every group discussion should have a clear and
well-defined topic or agenda. This topic sets the focus and
purpose of the discussion.
• Participants: The group should consist of individuals with
diverse backgrounds, knowledge, and perspectives relevant
to the topic. This diversity can lead to a more comprehensive
discussion.
• Moderator/Facilitator: A moderator or facilitator helps
manage the discussion. Their role includes introducing the
topic, maintaining order, ensuring everyone gets a chance to
speak, and keeping the discussion on track.
• Rules and Guidelines: Establishing ground rules and guidelines
for the discussion can promote respectful and productive
communication. Rules might include time limits for speaking,
no interrupting, and a commitment to active listening.
• Time Management: The discussion should be time-bound,
and the moderator should ensure that the conversation
doesn't stray too far from the topic.
• Feedback: After the discussion, participants may provide
feedback on the process and the moderator's performance.
This can help improve future discussions.
• Documentation: It's often helpful to document the
discussion, including key points, decisions, and action items,
for future reference.
• Follow-Up: If there are action items or tasks resulting from
the discussion, these should be assigned and followed up on.
 ORAL PRESENTATION
An oral presentation is a form of communication in which a speaker
delivers information, ideas, or a message to an audience verbally,
typically in a spoken format without the use of written text. It is a
common method of conveying information in various settings,
including academic, professional, and public contexts.
FORMS OF ORAL PRESENTATION
• Manuscript-In a manuscript, the speech or presentation is in the
written form that the speaker reads word for word.
The manuscript is useful when the presentation you are going to
deliver is complex, critical, some official statement, or has technical
information.
• Memorization
This type is suitable for those presenters who are beginners or fear to
come on stage and face the audience.
Extemporaneous-The presentation is not written out
completely. Rather the speaker prepares his presentation in
the form of an outline or notes and practices it many times.
Impromptu- It often happens when at the end, you are asked
to give your remarks by sharing your opinion or thoughts with
the audience.
 SELF PRESENTATION
MEANING- Self-presentation is the manner in
which we present ourselves in front of others. It
includes our dressing style, our body language,
our way of talking etc. One should know how to
present themselves, as a professional or as a
sophisticated person.

For example, if you meet someone new who's

incredibly confident and outgoing, you might
present yourself as a similar type of person to feel
more comfortable and welcome.
DIFFERENT FORMS OF SELF-PRESENTATION
Impression Management: It involves trying to create a specific
impression or image of oneself to others. It can include
behaviors like dressing nicely, being polite, and showcasing
one's achievements to make a positive impression.

Self-promotion: This type of self-presentation involves

highlighting one's accomplishments, skills, and positive
qualities to gain respect or admiration. Example: A salesperson
may mention their impressive sales record during a team
meeting to gain recognition and respect from colleagues.

Intimidation: This may involve displays of power, aggression, or

assertiveness. Example: A manager might use a stern tone and
body language to pressure employees into working late hours,
asserting their authority.
Supplication: This involves portraying oneself as helpless,
dependent, or in need of assistance. People may use this
strategy to elicit sympathy or help from others. Example: A
student may act clueless about a complex assignment, hoping
that a classmate will offer to help them understand it.

Self-deprecation: People use self-deprecating humor or

comments to downplay their abilities or achievements, making
themselves more relatable and approachable.
Example: During a speech, a speaker might make a light-hearted
joke about their own clumsiness to connect with the audience.
 DYADIC COMMUNICATION

MEANING-It refers to a form of

interpersonal communication that
involves two individuals who interact
directly with each other.
It is a fundamental aspect of human
communication and can occur in
various settings, such as personal
relationships, work environments, or
social interactions.
some key features and aspects of dyadic
communication:
• Two Participants: Dyadic communication involves two
participants, often referred to as the sender and the receiver.
• Face-to-Face or Mediated: It can occur in face-to-face
settings, where people are physically present and can
communicate through verbal and nonverbal cues .It can also
occur through mediated channels, such as telephone
conversations, video chats, or text messaging.
• Feedback: One of the essential elements of dyadic
communication is the opportunity for immediate feedback.
• Interpersonal Dynamics: Dyadic communication allows for the
development of interpersonal dynamics, including the
establishment of rapport, trust, empathy, and understanding
between the two individuals involved.
• Mutual Influence: In dyadic communication, both participants
have the potential to influence each other's thoughts,
emotions, and behaviors. This mutual influence can lead to
shared understanding or resolution of conflicts.
• Context-Dependent: The nature and effectiveness of dyadic
communication can vary depending on the context and
purpose of the interaction. For example, dyadic
communication in a PERSONAL relationship may differ from
communication in a professional setting.
• Conflict Resolution: Dyadic communication can be used to
address and resolve conflicts between individuals. Effective
communication techniques, such as active listening and
assertiveness, are important for conflict resolution in this
context.
• Privacy: Dyadic communication often occurs in a private or
semi-private setting, allowing for more intimate and
personal discussions.
 5’C OF COMMUNICATION
CLARITY: Clarity is the foundation of effective communication. .
If your information is unclear, people may not receive your
message the way you want them to and you may think they
are not listening, instead it is because they don't understand
what you meant to convey.
CONCISENESS: There is no reason to add a bunch of words or
useless information to your message. Not only does this dilute
the impact of your intended message, it also causes people to
lose interest, get distracted, or miss the main message all
together.
CONSISTENCY: Create a consistent tone and style of
communicating so that your team or audience gets familiar
with you and always knows what to expect.
• CORRECT-(Correctness) Check the information
you are providing is accurate and, in written
communication, ensure it is free from
grammatical and spelling errors.
• COMPLETE-(Completeness) Ensure the recipient
has everything they need to understand your
message and take action if needed. Don’t leave
the recipient with lots of questions to ask. For
example, you could ask questions to check their
understanding.
 DEVELOPING DAILOGUES
Dialogues are essential for
storytelling, character
development, and effective
communication in various
forms of writing, including
scripts, novels, and plays.
To create engaging dialogues, consider the
following elements:
Characterization: Make sure each character has a
unique voice and personality. Their dialogue
should reflect their age, background, beliefs, and
emotions.
Show, Don't Tell: Instead of directly stating facts or
emotions, use dialogue to reveal information
indirectly. For example, instead of saying, "I'm
angry," a character might say, "Why did you do
that? I can't believe you!"
Listen to how people talk- start to pay attention to the
expressions that people use and the music of everyday
conversation.
Subtext: Sometimes what characters say is not what they really
mean. Subtext adds layers to dialogue. For example, a character
might say they're fine when they're actually upset.
Pacing: Use dialogue to control the pace of your story. Short,
snappy exchanges(speak in a quick & clever way) can create
tension and move the plot quickly, while longer conversations
can delve(examine something carefully) into character
development and backstory.
Avoid Exposition Dump: Don't use dialogue as a way to dump
information on the reader or viewer. Instead, reveal information
gradually and naturally through conversation.
Editing: Dialogue often benefits from thorough editing. Trim
unnecessary words, sentences, or exchanges that don't
contribute to character development, plot, or theme.
 SOFT SKILLS
• Soft skills in communication refer to a set of
interpersonal and social skills that enable
individuals to interact effectively, respectfully,
and harmoniously(pleasing form) with others.
• These skills are essential for building positive
relationships, resolving conflicts, and conveying
ideas and information clearly and persuasively.
• Soft skills play a crucial role in effective
communication, both in personal and
professional contexts.
• Active Listening: It involves not just hearing the words but
understanding the message, asking clarifying questions, and
showing empathy.
• Empathy: Understanding and sharing the feelings of others
helps you connect on a deeper level.
• Nonverbal Communication: Pay attention to your body
language, facial expressions, and gestures. They often convey
more than words do. Maintain eye contact, use open
postures, and manage your tone of voice.
• Effective Speaking: Being able to articulate(ability to speak
fluently) your thoughts clearly and concisely is vital. Practice
speaking at a moderate pace, using appropriate vocabulary,
and avoiding jargon when communicating with diverse
audiences.
• Conflict Resolution: Conflict is a natural part of
communication. Developing skills to resolve conflicts calmly,
respectfully, and collaboratively is essential for maintaining
healthy relationships.
• Empathetic Listening: This goes beyond active listening and
involves understanding the speaker's emotions and point of
view. It's about showing that you genuinely care about their
perspective.
• Cultural Sensitivity: In today's diverse world, being sensitive
to cultural differences and adapting your communication style
accordingly is crucial to avoid misunderstandings or offense.
• Confidence: Confidence in your communication abilities can
lead to more effective interactions. Confidence doesn't mean
being arrogant, but rather believing in your ability to express
yourself clearly and assertively.
• Time Management: Respect people's time by being punctual
and efficient in your communication. Organize your thoughts
beforehand to avoid rambling(lengthy speech) or wasting
time.
END OF UNIT
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