1. PRINCIPLES OF EFFECTIVE COMMUNICATION
Dr. SARLA VERMA
Dr. B.R. Ambedkar Polytechnic College Gwalior

2. SKILLS AND COURSE OUTCOMES
ENGLISH IS A LANGUAGE
COMMUNICATION IS AN ART COMPRISING OF
A SET OF SKILLS – L S R W
LISTENING SPEAKING
READING WRITING
These SKILLs are DEVELOPED BY PRACTICE ONLY

3. MODULE (unit) Objectives :
After this module you will be able to :
Define and understand the process of communication
Understand verbal and non-verbal communication
Recognize various channels of communications
List and use Principles of Effective Communication
List and overcome Barriers in Communication

5. TYPES OF COMMUNICATION

6. WHAT IS EFFECTIVE COMMUNICATION?
SENDER
RECEIVE
UNDERSTAND
ACCEPT
USE
GIVE FEED BACK/RESPONSE

7. PRINCIPLES OF EFFECTIVE COMMUNICATION
PURPOSE
CLARITY
CONCISENESS/BREVITY
CONCRETENESS
DIRECTNESS
COURTESY
CONSIDERATION
CORRECTNESS
SIMPLICITY
COMPLETENESS
I-YOU ATTITUDE
POSITIVE ATTITUDE

8. 1.PURPOSE The response expected from the receiver.
All professional communication aims at building and maintaining good professional relations which also remains an underlying purpose.
PURPOSE IS DERIVED FROM

9. 2. CLARITY
Clarity of purpose and clarity of response desired, brings clarity of thought and clarity of expression. Use familiar but exact words. Make short sentences. Place one main idea in one sentence.

10. 3.CONCISENESS/PRECISION/ COMPACTNESS/BREVITY
Communication must be short and precise to be meaningful.
Use minimum possible words,
Short sentences instead of long and complex – (17 to 20 words)
Avoid repetition.

11. BREVITY – Use Single word
In many cases
often
On the event of if
at a later date
later
For the purpose of
for
In addition to
Besides, as well as, also
In order to to
On a regular basis
regularly

12. BREVITY/ CONCISENESS at an early date soon at the present time now
Period of one month
One month
Enclosed herewith please find….
I have enclosed
Will you kindly
please
I wish to state..
Tell/write
Due to the fact
because
Keeping in view
considering

13. BREVITY --Example
There is no doubt as to whether this course will be helpful in improving communication skills of diploma students. This course will undoubtedly help improving communication skills of diploma students.

14. BREVITY--Example
A car has four wheels It is self-running. A car runs on petrol. It runs fast on smooth roads.
A car is a four-wheeled vehicle, using petrol as fuel. It runs fast on smooth roads.

15. 4.CONCRETENESS
Use exact and accurate expressions with clear and single meaning.
Avoid vague, ambiguous, abstract and figurative expressions.

16. Astronomical price for Rs 70 thousand Very high 80m high Early morning
VAGUE EXPRESSIONS
CONCRETE (better)
Astronomical price
for Rs 70 thousand
Very high
80m high
Early morning
5 a.m.
Hot
100 degree Celsius
Very rich
A millionaire
very fast speed
Speed of 200km/hour
Soon
By 7 p.m. Tuesday
Furniture
A wooden office table
Motor is slow
Motor speed is 400rpm

17. EXAMPLES We work 24 * 7. (better)
This call centre works three times a day, one group of employees joins after the other has left.
This call centre works in three shifts. (better)
We work round the clock on all the seven days of the week.
We work 24 * (better)

18. CONCRETENESS Examples
The main tower is sky high.
The main tower is 140 m high. (concrete)
That was a horrible accident, biggest tragedy that one could ever imagine. So many lives were lost.
(figurative, vague)
The bus had a major accident due to the land slide in which out of 60 passengers, 48 got killed including the driver. Nine passengers were severely injured and hospitalised. The bodies of some passengers are yet to be recovered. (concrete)

19. More examples The price of washing machine is very high.
The price of washing machine is Rs. 50,000.
--- accurate and concrete
The function of this office is the collection of payments and compilation of records.
This office collects payments and compiles records ( Use verbs to suggest action)

20. 5. DIRECTNESS Avoid roundabout, indirect expression and repetition.
Communicate in a straight forward manner, be frank (candid) and honest in expression. Come to the point.
Avoid roundabout, indirect expression and repetition.

21. DIRECTNESS- EXAMPLES Use ACTIVE VOICE (it is direct and forceful)
This factory was established in 2010.
Reliance established this factory in (better)
The interior of this office was designed by Sarita.
Sarita designed the interior of this office.

22. More Examples The courier man delivered the parcel late.
Use passive only when it is necessary.
The courier man delivered the parcel late.
The parcel was delivered late. (better)
No one has repaired the machine yet.
The machine has not yet been repaired. (better)

23. 5.COURTESY
Purpose of all communication is to build good relations and to maintain them. Courtesy makes the relationship smooth.
Use polite expressions,
Acknowledge and appreciate prompt and positive response with regards and
Accept and apologize for the inconvenience caused by you. Etiquettes and polite language help in reducing frictions.

24. 6.CONSIDERATION
Empathize with the receiver by showing faith and trust in him and also by showing concern and being sensitive towards issues that are of common interest.
Trust and Believe your receiver.

25. COURTESY - EXAMPLES We have received your cheque.
Thank you for your cheque. (better)
You failed to send…
We have not received…..(better)
You claim that you didn’t receive the refund we sent you.
We are sorry to learn from your letter that you did not receive the refund sent. (better)

26. COURTESY AND CONSIDERATION
We are sorry if you were inconvenienced.
We are sorry that you were inconvenienced.
We appreciate your promptness in sending the goods.
Will you please look into the matter at once.

27. 7.CORRECTNESS
Communicate using correct expressions, correct syntax, correct grammar and spellings and correct punctuation. The meaning will automatically be correct.
While speaking ensure correct expression, correct pronunciations, voice modulation and intonations.

28. 8.SIMPLICITY
Using simple and common words makes understanding easier. Use simple and short sentences instead of long and complex sentences.

29. Use simple words facilitate Help nevertheless but emoluments salary
Initiate
start
Obtain
get
procure
Imitate/emulate
copy
profoundly
deeply
utilise
use

30. SIMPLICITY -EXAMPLE
A safety valve is used so that steam may escape from the boiler.
A safety valve allows the steam to escape from the boiler better
Flux is a substance which is added to metal to assist its melting.
Flux is a substance added to a metal to assist its melting better

31. 9.COMPLETENESS
Proper organization with effective beginning, logical development of thought and effective closing sentences along with providing all information that is necessary makes the communication complete.

32. 10.‘I’ – ‘You’ Attitude
Though all official communication is impersonal and objective, but addressing your receiver as ‘You’ suggests greater and personalized involvement of the Receiver. Similarly using ‘I’ for self, brings in the sense of responsibility and accountability.

33. I – You Attitude The matter is under active consideration….
We are sincerely looking into the matter…
--better
This course will help people who want to learn English.
This course will help you to learn English.
---better

34. I-You attitude
Your complaint has been forwarded for necessary action. I am sending a service engineer to attend your complaint. --better We are always sorry whenever a customer complains of delay in our services. We are sorry for the delay in attending your request. ----better

35. I-You Attitude Examples
We are happy to announce that we will be arranging virtual classes to enable the students to understand concepts and clarify doubts with the help of teachers of our colleges.
You will be able to understand and clarify your doubts with the help of your teachers in the virtual classes.

36. Do not use You in negative situation
You failed to enclose your cheque of fees with the envelop.
You did not enclose the demand draft of Rs50.
Better say :
The cheque was not enclosed.
The envelop we received did not have a cheque.

37. 11. POSITIVE ATTITUDE
Positive Attitude Having concern and consideration for the receiver generates respect and receptivity for the communicator hence always have positive attitude for others.

38. POSITIVE ATTITUDE-EXAMPLES
Thank you for your letter. Cheque was not enclosed and we cannot execute the order.
Thanks for your order for 20 Bajaj ceiling fans. Please send a cheque of Rs 5000 as advance payment so that we can execute your order.

39. Response to an Application
In reference to your application for the post of Programmer you are kindly informed that there is no vacancy as on date.
Hence your application can not be considered and is rejected.
----negative

40. We are glad to receive your application for the post of Programmer
We are glad to receive your application for the post of Programmer. Thanks for showing interest in our company.
We are sorry to inform you that the post has been temporarily filled for six months only by one of our trainees.
We are keeping your application for future reference whenever there is a vacancy.
--improved

41. Response to a Leave Application
In reference to your Application for one-week-leave, you already know that it is festive season’s peak load and no leave should be expected during this period.
Your leave application is hence rejected.
----negative and unsympathetic

42. In reference to your leave application I do understand your requirement of one-week’s leave must be genuine, but I hope you realize that it is peak season for our business due to Diwali festival. Also out-station staff has to be allowed leave for their distant families and home. Hence we will be short of people.
In the interest of our business, I would appreciate if you could postpone and reschedule your leave to any time in the next month. Please inform ….improved

43. Avoid saying/writing Thanking you in advance esteemed favour
we remain…. or I remain…
kindly inform
and oblige
duly received/ duly noted
Okay (overused expression)
You know (overused expression, filler)

44. Avoid saying/writing are in receipt of As the case may be
In this matter
Beg to say
Permit me to say / Let me say
Attached herewith please find
Due to this fact
Kind of, sort of, (over used expression)

45. Improve your expression
I wish to apply for ….
I am applying for…… (better)
We provide health insurance to all employees.
You receive health insurance as a full time employee of Hindustan Motors Ltd.(better)
It is impossible to open an account for you today.
We shall be happy to open an account for you as soon as your signature card reaches us. (better)

46. SUMMARISE PURPOSE CLARITY CONCISENESS/BREVITY CONCRETENESS DIRECTNESS
COURTESY
CONSIDERATION
CORRECTNESS
SIMPLICITY
COMPLETENESS
I-YOU ATTITUDE
POSITIVE ATTITUDE

47. THANKS dr_sarlaverma@rediffmail.com