CLASS – X (2025-26)

INFORMATION TECHNOLOGY (402)

UNIT – I
COMMUNICATION SKILLS-II NOTES
Introduction to Communication
In today's world, effective communication is crucial in every occupation and business. Whether you're a student
or a professional, it is essential to possess strong communication skills in reading, writing, speaking, and
listening. These skills are necessary not only in personal interactions but also in professional settings, where the
ability to communicate clearly can determine success. Being proficient in more than one language, particularly
English, can help you connect with people globally.

Session 1: Methods of Communication

The term communication originates from the Latin word commūnicāre, meaning "to share." Effective
communication is one of the most valuable life skills, necessary to express ideas, share information, and build
relationships. Communication skills are vital in all professions to convey messages clearly and to understand the
needs and concerns of others.
There are three major components in communication:
1. Transmitting — The sender conveys the message.
2. Listening — The receiver listens and processes the message.
3. Feedback — The receiver provides a response, confirming understanding.
The Communication Process
The communication process involves the following steps:
• Sender: The individual who initiates the communication.
• Message: The content or information being communicated.
• Channel: The medium used to transmit the message, such as face-to-face conversation, email, or phone
call.
• Receiver: The individual or group to whom the message is directed.
• Feedback: The response or acknowledgment from the receiver to confirm understanding.
Example of Communication in Action
Consider a situation at a bookstore:
Customer: "Do you have the textbook of Beauty Therapist, published by the National Council of Educational
Research and Training?"
Salesperson: "Let me check."
Customer: "Please give me one copy of the textbook. I want to purchase it."
In this case:
• Sender: The customer, who is asking for information.
• Message: The inquiry about the availability of a specific book.
• Channel: Oral communication, via spoken words.
• Receiver: The salesperson, who listens to the request.
• Feedback: The salesperson's response, confirming that the book is available.
Elements of Communication
The key elements in communication include:
• Sender: The person initiating the communication.
• Message: The information the sender wants to convey.
• Channel: The means used to transmit the message.
• Receiver: The person receiving the message.
• Feedback: The response or acknowledgment from the receiver.
Methods of Communication
There are several methods of communication, each suitable for different situations:
 1. Face-to-Face Communication: This is the most effective method for clear communication. It allows for
immediate feedback and includes non-verbal cues, such as body language.
2. E-mail: A widely used method for formal or informal communication, ideal for reaching multiple
people across different locations. It is convenient, flexible, and cost-effective.
3. Notices/Posters: Used for conveying information to large groups, such as office workers or factory
employees. Notices are often used to share important, time-sensitive information.
4. Business Meetings: These are formal gatherings where discussions on management, organizational
decisions, and business strategies take place.
5. Other Methods: These include phone calls, social media, newsletters, blogs, and messaging services, all
of which have specific purposes depending on the context and audience.
Choosing the Right Communication Method
The method you choose depends on several factors:
• Target audience: The recipient's preferences and needs.
• Costs: The resources required to use the communication method.
• Type of Information: Whether it’s formal, informal, urgent, or detailed.
• Urgency: The priority level of the message and how quickly it needs to be communicated.

Session 2: Verbal Communication

Verbal communication is the use of sounds, words, language, and speech to convey messages. It is one of the
most effective and commonly used ways of communication. By improving verbal communication skills,
individuals can build rapport, establish connections, and enhance interactions with others.
Types of Verbal Communication
There are various forms of verbal communication, each suitable for different contexts. Here are the main types:
1. Interpersonal Communication: One-on-one conversations between two individuals.
Examples:
§ A manager discussing performance with an employee.
§ Two friends discussing homework.
§ Two people talking over the phone or video call.
2. Written Communication: The use of written words to communicate messages.
Examples:
§ A manager writing an appreciation email to an employee.
§ Writing a letter to a grandmother inquiring about her health.
§ Sending SMS or chatting on social media.
3. Small Group Communication: Communication involving more than two people, where every
participant can interact with others.
Examples:
§ Press conferences.
§ Board meetings.
§ Team meetings.
4. Public Communication: Communication where one individual addresses the large audience or group.
Examples:
§ Election campaigns.
§ Public speeches by dignitaries.
Advantages of Verbal Communication
• Quick Exchange of Ideas: Verbal communication allows immediate feedback and enables quick
responses, making it effective for dynamic conversations.
• Flexibility: You can adjust the conversation as per the listener's response or needs.
• Personal Connection: Verbal communication helps in building rapport and creating stronger
connections with others.
Disadvantages of Verbal Communication
• Ambiguity: If the right words are not used, the meaning can become unclear or confusing.
 • Dependence on Words: Verbal communication relies on the clarity and precision of language;
improper use of words can lead to misunderstandings.
Mastering Verbal Communication
Effective verbal communication is an essential skill. Whether speaking to a large group or in a one-on-one
conversation, certain strategies can help enhance your verbal communication skills. Below are some tips to
master verbal communication:
1. Think About Your Topic
• Consider the topic carefully before speaking. Understand what you want to convey and structure your
message logically.
2. Clear and Concise Communication
• Clarity: Speak clearly, loudly, and at a moderate pace. Ensure that your words are easily understood.
• Brevity: Keep your message to the point. Avoid unnecessary repetition and focus on essential
information.
• Precision: Use simple, direct words that are easy for the listener to understand.
3. Confidence and Body Language
• Confidence: Speak confidently to ensure that your message is taken seriously. If you're nervous, try to
calm yourself and focus on the message, not the fear.
• Body Language: Maintain eye contact, stand up straight, and be attentive. Non-verbal cues, such as
gestures and facial expressions, can enhance communication.
• Friendly Attitude: A positive, friendly tone helps build rapport and makes the conversation more
engaging.

Session 3: Non-verbal Communication

Non-verbal communication refers to the transmission of information or messages without using spoken or
written words. Instead, it relies on body language, facial expressions, gestures, touch, space, eye contact, and
other forms of non-verbal signals. This type of communication is essential as it constitutes a major portion of
how we convey messages to others.
Importance of Non-verbal Communication
In everyday communication, a significant portion of our message is conveyed non-verbally:
• 55% of communication happens through body movements, facial expressions, gestures, etc.
• 38% of communication is expressed through voice tone, pauses, and other para-linguistic cues.
• Only 7% of communication relies on words.
Types of Non-verbal Communication
There are various ways in which we communicate non-verbally. Here are some key types:
1. Facial Expressions : Our facial expressions reflect our emotions such as happiness, sadness, anger, surprise,
and fear.
• How to Use Effectively:
o Smile when greeting someone.
o Keep your face relaxed to convey calmness.
o Match your facial expressions with your words for consistency.
o Nod while listening to show attentiveness.
2. Posture: Posture indicates our confidence and attitude. For example, a straight posture indicates confidence,
while slumping can suggest weakness or discomfort.
• How to Use Effectively:
o Stand or sit with shoulders straight and body relaxed.
o Sit upright, placing your hands and feet in a comfortable, natural position.
o While standing, keep your hands by your sides to avoid looking stiff or nervous.
3. Gestures (Body Language): Gestures include movements like raising a hand to ask a question or shaking
hands. They help express thoughts or feelings.
• How to Use Effectively:
o Keep hands open when speaking.
 o Avoid pointing fingers at others as it can appear aggressive.
o Tilt your head slightly to show you are listening attentively.
4. Touch: Touch can communicate messages of warmth, confidence, or reassurance. For example, a firm
handshake can demonstrate confidence, while a pat on the back can encourage someone.
• How to Use Effectively:
o Offer a firm handshake during greetings.
o Avoid inappropriate touch during formal or professional settings.
5. Space (Proxemics): The physical distance between two individuals while communicating. The space can
vary depending on the relationship or context (formal or informal).
• How to Use Effectively:
o Maintain appropriate distance according to the relationship (close for friends, formal for
colleagues or clients).
o Respect personal space in professional settings to avoid discomfort.
6. Eye Contact: Eye contact signals attentiveness, respect, and interest. Avoiding eye contact may suggest
disinterest or dishonesty.
• How to Use Effectively:
o Look directly at the person you are speaking to.
o Avoid staring, and ensure eye contact is balanced with breaks to avoid discomfort.
o Use eye contact to show attentiveness and engagement during conversations.
7. Paralanguage: Paralanguage refers to the tone, pitch, volume, and speed of your voice, which can affect how
your message is received. For example, speaking quickly may indicate excitement, while speaking slowly could
convey seriousness or sadness.
• How to Use Effectively:
o Adjust the tone and volume based on the context of the conversation.
o Maintain a moderate speaking speed to ensure clarity.
o Use variations in tone to emphasize key points or emotions.
Visual Communication
Visual communication is effective because it relies on images or symbols to convey information. This form of
communication is universally understood, transcending language barriers. Here are some common examples of
visual communication:
• Under construction: Often shown with a sign or symbol.
• No pets allowed: A simple image of a dog with a cross mark.
• No parking zone: A symbol indicating restricted parking.
• Danger warning: Visual warnings such as exclamation marks or hazard symbols.
• Radiation/Biohazard warning: Specific symbols for hazardous materials.
• Under CCTV surveillance: A sign indicating monitoring of the area.
• No mobile phone: A symbol indicating mobile phone use is prohibited.
These signs and symbols convey messages quickly and effectively without the need for verbal communication.

Session 4: Communication Cycle and Importance of Feedback

Feedback is an essential part of the communication process. It completes the communication cycle by ensuring
that the receiver has understood the message and allows the sender to assess whether their message has been
conveyed effectively.
The Communication Cycle
The communication cycle is a process in which a message is sent by the sender, transmitted through a medium,
and received by the receiver. After receiving the message, the receiver provides feedback, which completes the
cycle and enables further clarification if necessary.
Key Elements of the Communication Cycle:
1. Sender: The person who initiates the communication.
2. Message: The information that the sender wants to convey.
3. Medium/Channel: The method through which the message is sent (e.g., face-to-face, email, phone).
 4. Receiver: The person who receives the message.
5. Feedback: The receiver's response or acknowledgement of the message, indicating whether it was
understood.
Types of Feedback
Feedback can be classified into three types:
1. Positive Feedback: It reinforces good behavior and boosts morale.
Examples:
o "I noticed you finished the work perfectly. Great job!"
o "I really appreciate you taking that call. Can you also share the details?"
2. Negative Feedback: It helps the receiver recognize areas that need improvement.
Examples:
o "You keep forgetting to smile at the hotel guests when you talk to them."
o "You take really long to reply to emails. Are you always so busy?"
3. No Feedback: Can signal that communication was not effective or that the receiver is not engaged.
Example: Lack of any response can indicate disagreement or lack of attention to the message.
Characteristics of Good Feedback
For feedback to be constructive and valuable, it should meet the following criteria:
1. Specific:
o Avoid generalizations; provide concrete examples.
o Example: Instead of saying, "You need to improve your work," say, "Your report was missing
key details, such as XYZ."
2. Timely:
o Give feedback as soon as possible to ensure it is relevant and fresh in the receiver's mind.
o Example: Provide feedback immediately after a meeting rather than waiting weeks.
3. Polite:
o Feedback should be delivered in a respectful manner, ensuring the receiver does not feel hurt or
disrespected.
o Example: Use polite language and tone to convey feedback gently.
4. Supportive:
o Feedback should offer ongoing support, letting the receiver know that you are available to help
them improve.
o Example: "I'm here if you need any assistance with your report next time."
The Importance of Feedback
Feedback is crucial for several reasons:
1. Validates Effective Listening: When feedback is provided, it confirms that the message has been
understood and received. It ensures that communication is two-way.
2. Motivates: Positive feedback motivates individuals to continue performing well, reinforcing desired
behaviors and encouraging further progress.
3. Always Present: Feedback is an ongoing part of all communication. It is a natural response to any
message, whether verbal or non-verbal.
4. Boosts Learning: Constructive feedback helps individuals focus on their goals, improve their skills, and
refine their work processes.
5. Improves Performance: Regular feedback supports continuous improvement and allows individuals to
adjust their actions, leading to enhanced performance and better decision-making.

Session 5: Barriers to Effective Communication

Effective communication is essential for conveying messages clearly and ensuring mutual understanding. While
there are various methods of communication—verbal, non-verbal, and visual—all of them can only be effective
if basic principles are followed. These principles are summarized as the 7 Cs of Communication: Clear,
Concise, Concrete, Correct, Coherent, Complete, and Courteous. The absence of any of these principles can
lead to miscommunication.
However, several barriers can hinder effective communication, and it is crucial to understand and address them.
Barriers to Effective Communication
1. Physical Barriers: These are environmental or natural conditions that interfere with communication.
For instance, not being able to observe the sender’s gestures or body language can make a message less
effective. Examples:
§ Noise: External sounds like traffic or machinery can distract from the message.
§ Distance: Not being able to see someone in person (e.g., in a virtual meeting) can hinder
non-verbal communication.
2. Linguistic Barriers: These occur when the sender and receiver are not able to communicate using the
same language or have difficulty understanding each other due to language differences. Examples:
§ Slang or Jargon: Use of region-specific terms or industry-specific language can create
confusion.
§ Regional Differences: Different accents or dialects can make communication unclear.
3. Interpersonal Barriers: These barriers occur when the sender’s message is misinterpreted or not
effectively received by the receiver due to personal or emotional factors. Examples:
§ Stage Fear: Nervousness while speaking can lead to ineffective communication.
§ Personal Differences: Prejudices or personal conflicts may prevent open
communication.
§ Lack of Will to Communicate: If one person is unwilling to communicate, it creates a
barrier.
4. Organisational Barriers: These are structural barriers within organizations that can hinder
communication. Examples:
§ Hierarchical Structures: In some organizations, employees may feel restricted in
communicating with higher-ups or peers.
§ Strict Policies or Procedures: Rigid rules can slow down or block effective
communication.
5. Cultural Barriers: These occur when individuals from different cultural backgrounds are unable to
understand each other’s customs and communication styles. Examples:
§ Stereotyping: Making assumptions about someone based on their culture can lead to
misunderstandings.
§ Misinterpretation of Non-verbal Cues: Different cultures may interpret gestures or
expressions differently.
Ways to Overcome Barriers to Effective Communication
While barriers can be significant, they can be addressed by following certain best practices to enhance
communication:
1. Use Simple Language: Avoid complex vocabulary or technical terms that could confuse the receiver.
2. Avoid Cultural Assumptions: Do not make assumptions based on a person’s culture, religion, or
geographic background. Approach everyone with an open mind.
3. Communicate in Person: Whenever possible, try to communicate face-to-face. This allows for better
interpretation of non-verbal cues and ensures clearer understanding.
4. Use Visuals: Visual aids (like charts, diagrams, or images) can help reinforce your message, especially
when dealing with complex information.
5. Utilize Translators: If language differences are a significant barrier, consider using a translator to
ensure accurate communication.
6. Respect Others’ Opinions: Be open to hearing and understanding different perspectives. Respectful
communication helps in overcoming interpersonal and cultural barriers.

Session 6: Writing Skills — Parts of Speech

1. Sentence Structure: A group of words expressing a complete thought.
o Subject: The doer of the action.
o Verb: The action being performed.
 o Object: The receiver of the action (optional).
2. Capitalization: TINS rules for capitalization:
o T: Titles (e.g., Mr., Dr.).
o I: Pronoun ‘I’ is always capitalized.
o N: Names of people, places, days, months.
o S: Start of a sentence.
3. Punctuation
• Full Stop (.): End of a statement or short form. Example: “Omar is a professor.”
• Comma (,): Indicates a pause or separates items. Example: “The store had apples, oranges, and
bananas.”
• Question Mark (?): At the end of a question. Example: “Where is your book?”
• Exclamation Mark (!): Expresses strong emotion. Example: “Wow, that’s amazing!”
• Apostrophe (‘): Indicates possession or contraction. Example: “Rahim’s book” or “Let’s go.”
4. Parts of Speech
• Nouns: Name people, places, things, or ideas. Example: “Kavita,” “book.”
• Pronouns: Replaces nouns. Example: “She,” “He,” “They.”
• Adjectives: Describes nouns. Example: “Large,” “beautiful.”
• Verbs: Show actions. Example: “Run,” “Eat.”
• Adverbs: Modify verbs (answers how, when, where). Example: “Quickly,” “Always.”
• Supporting Parts of Speech:
o Articles: “A,” “An,” “The.”
o Conjunctions: “And,” “But,” “Because.”
o Prepositions: “In,” “On,” “Under.”
o Interjections: “Wow,” “Oh no.”
5. Types of Sentences
• Active Voice: Subject does the action. Example: “Radha is reading a book.”
• Passive Voice: Subject receives the action. Example: “A book is being read by Radha.”
• Types of Sentences:
o Declarative: Makes a statement. Example: “Blue is my favourite color.”
o Interrogative: Asks a question. Example: “Do you want tea?”
o Exclamatory: Expresses strong emotion. Example: “Wow! That’s amazing!”
o Imperative: Gives a command or request. Example: “Please lower your voice.”
6. Exercises and Practice
• Identifying Parts of Speech: Practice identifying parts of speech in a paragraph.
• Sentence Construction: Form sentences using different parts of speech.
• Types of Sentences: Understand sentence types and punctuation.
• Paragraph Writing: Write a paragraph with sentences on a common theme.