Employability skills: communication skills

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#14 Communication using Email: A Comprehensive Guide

Communication using Email
In this digital world, E-mail has become very important tool for formal and informal communication. You must know the art of email communication no matter to whom you are corresponding. In this article we will explore the main strategies and best practices for effective communication from start to end.
Crafting Compelling Subject Lines:
· The subject line is the first thing recipients see and plays a crucial role in determining whether your email gets opened or ignored.
· Keep it concise and descriptive, summarizing the main purpose or topic of the email.
· Avoid vague or generic subject lines that might be mistaken for spam. Instead, use specific keywords to draw the recipient's attention.
Understanding the Audience:
·Before composing your email, consider the recipient's preferences, background, and communication style.
·Tailor your language and tone to suit the recipient's level of formality and familiarity with you.
· Personalize your message whenever possible to establish a stronger connection and demonstrate sincerity.
Clarity and Conciseness:
· Keep your emails clear, concise, and to the point. Avoid unnecessary jargon or technical language that may confuse the recipient.
· Break up long paragraphs into shorter, digestible chunks to improve readability.
· Use bullet points or numbered lists to organize information and make it easier for the recipient to follow.
Professional Tone and Etiquette:
· Maintain a professional tone and demeaner in all your email communications, regardless of the recipient.
· Use proper grammar, punctuation marks, and spelling to convey professionalism and attention to detail.
· Avoid using all caps, excessive exclamation marks, or emoticons, as these can come across as unprofessional or overly informal.
Respectful and Courteous Language:
· Aware about your language and avoid rude, offensive, or disrespectful tone.
· Use polite phrases like "please" and "thank you" to show respect and appreciation.
· Be cautious when discussing sensitive topics or delivering constructive feedback, and try to maintain a positive and constructive tone.
Effective Formatting and Structure:
· Use proper formatting to increase the clarity and illegibility of your emails.
· Use bold or italic text to highlight important points or key information.
·   Consider using headings and subheadings to break up longer emails into separate sections and make them easier to navigate.
Timeliness and Responsiveness:
· Respond to emails promptly, ideally within 24-48 hours, to demonstrate professionalism and reliability.
·   If you need more time to provide a thorough response, acknowledge receipt of the email and provide an estimated timeframe for your reply.
· Set up email notifications or reminders to ensure you don't overlook important messages or deadlines.
Proofreading and Editing:
· Before sending any email, take the time to proofread and edit it carefully.
·  Check the spellings and grammatical mistakes and also any variations or inaccuracies in the mail.
· Think about asking a coworker or friend to review your email for clarity and effectiveness before sending it out.
Following Up and Closing:
· If necessary, follow up on your email with a polite reminder if you haven't received a response within a reasonable timeframe.
· End your email with a clear call to action or next steps to prompt the recipient to take the desired action.
· Sign off with a professional closing such as "Best regards" or "Sincerely," followed by your name and contact information.
By following these above mentioned guidelines and including these best practices into your email communication, you can enhance your effectiveness as a communicator and build stronger relationships with your recipients.
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1 Importance of communication and types of communication

Importance of communication

Our everyday lives depend on communication, which is important in both personal and professional contexts. Establishing and maintaining relationships, attaining objectives, and resolving conflicts all depend on effective communication. Here are some explanations for why communication is important:

1. Building and maintaining relationships: Whether it's with friends, family, or coworkers, communication is important to creating and maintaining relationships. We may develop mutual respect, trust, and understanding by communicating clearly.

2. Achieving goals: In both personal and professional contexts, effective communication is crucial for reaching goals. It enables us to communicate, bargain, and work together with others to achieve a common objective.3. Resolving conflicts: Communication is crucial in resolving conflicts, whether it's a disagreement with a friend or a dispute in the workplace. Through effective communication, we can express our point of view, listen to others, and find common ground.

4. Improving productivity: Effective communication increases productivity, both at work and at home. It enables precise instructions, effective job delegation, and prompt feedback, which reduces misunderstanding and errors.

5. Personal development: Strong communication abilities can aid in our personal development. We may improve our capacity for self-awareness, empathy, and critical thinking by speaking clearly and actively listening.

Let's now discuss the various types of communication, including verbal and non-verbal communication.

1. Verbal communication: The process of using spoken words to transmit a message or information is known as verbal communication. It is one of the most fundamental and important methods of communication practiced by people on a regular basis. Speaking and writing are the two fundamental categories of verbal communication.

Writing: Writing is a verbal communication technique that uses written words to express ideas or facts. This may be done via a variety of channels, including social media posts, emails, letters, and text messages. Writing enables the writer to take their time to thoughtfully compose their message while also enabling the message to be communicated in a concise and simple manner. Additionally, writing allows for the message to be recorded and referred to later, making it a great tool for documentation and record keeping.

Speaking: Speaking, on the other hand, is the process of communicating through spoken words. Face-to-face interactions, phone calls, and video conferences can all be used for this. Speaking is an excellent way to resolve disputes and have important conversations since it provides for quick response and communication. Speaking is also a more dynamic method of communication since it allows for the use of body language and tone of voice to communicate meaning.

Speaking and writing are both crucial components of verbal communication. Speaking allows for immediate feedback, the use of body language and tone of voice to convey meaning, and the ability to communicate a message in a clear and concise manner. Both forms of communication should be used appropriately in various contexts by being aware of their advantages and disadvantages.

At last, verbal communication, which can be divided into speaking and writing, is a crucial component of human interaction. Both forms of communication have advantages and disadvantages of their own and should be used appropriately in various situations. Individuals can improve their interactions with others and communication skills by realising the value of both forms of communication.

2. Non-verbal communication: The use of non-spoken clues to transmit a message or information is referred to as non-verbal communication. Gestures, facial expressions, body language, and tone of voice are all part of it. Even more delicate and nuanced meanings may be communicated by nonverbal cues, which can be equally as significant as verbal cues.

Consider the following important factors when it comes to nonverbal communication:

1. Facial expressions: Facial expressions may be used to represent a variety of emotions, including agreement, disagreement, perplexity, and others. A frown can convey grief or disapproval while a grin can convey happiness or agreement.

2. Body language: How someone sits or stands might provide information about their intentions or emotions. One may convey confidence by standing straight and with their shoulders back, or one may convey discomfort or indifference by slouching and avoiding eye contact.

3. Gestures: Different emotions or intentions may be conveyed by the way a person moves their hands or other body parts. For instance, pointing might convey emphasis or direction, whereas while shrugging can signal uncertainty or lack of knowledge.

4. Tone of voice: How someone talks may also be used to infer meaning. A monotonous voice, for instance, might convey boredom or apathy, whereas a loud or animated tone can convey excitement or urgency.

5. Proximity: The space between persons has symbolic importance as well. Standing near to someone, for instance, might convey closeness or hostility, while standing far away can convey unease or indifference.

6. Touch: Physical contact may also communicate message. While a tight grip might indicate wrath or hostility, a nice pat on the back can convey congratulations or admiration.

Because non-verbal communication can differ among countries and societies, it's critical to keep the cultural setting in mind while reading non-verbal signs. A subtle yet useful technique, non-verbal communication may be utilized to improve verbal communication, better understand people, and communicate more effectively.

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Telephone skills for formal and informal communication

Telephone skills for informal communication

Telephone skills are an essential part of effective communication in the modern business world. With the constant reliance on technology and the increasing use of telephones for both personal and professional use, it is important to have strong telephone skills to ensure successful communication.

Here are some key points to consider when working on your telephone skills:

Telephone skills for informal communication

1. Speak clearly and enunciate your words: When speaking on the telephone, it is important to speak clearly and enunciate your words to ensure that the person on the other end can understand you. This is especially important if you are giving instructions or important information.

2. Use a friendly and positive tone: A friendly and positive tone can make all the difference when communicating on the telephone. It can help to put the person on the other end at ease and create a positive atmosphere for the conversation.

3. Listen actively: Active listening is an important aspect of any conversation, but it is particularly important when communicating over the telephone. This means paying attention to what the other person is saying, asking clarifying questions, and providing feedback.

4. Be aware of your language: Be mindful of the words you use when speaking on the telephone. Avoid using jargon or technical terms that the other person may not understand. Additionally, be aware of cultural and regional differences and use language that is appropriate for the person you are speaking with.

5. Be prepared: Before making a telephone call, it is important to have a clear idea of what you want to say and the outcome you hope to achieve. This will help to keep the conversation on track and ensure that it is productive.

6. Take notes: Taking notes during a telephone conversation can be useful for remembering important details and follow-up actions.

7. Take responsibility for any misunderstandings: If there is a misunderstanding during the conversation, take responsibility for it and work to resolve the issue.

By keeping these key points in mind, you can improve your telephone skills and ensure successful communication over the telephone. Remember that practice makes perfect, so make a habit of using these skills every time you make a call, and soon it will become second nature to you.

Telephone skills for formal communication

Telephone skills are essential for any employee who deals with customers over the phone. Whether it's answering customer inquiries, taking orders, or handling complaints, effective telephone skills can make the difference between a satisfied customer and a lost one.

Here are some key points to consider when developing your telephone skills:

1. Greeting: The first impression is crucial when answering the phone. Always greet the caller with a friendly and professional tone. Use their name if it is provided and introduce yourself.

2. Active listening: Active listening means paying attention to the caller and truly understanding their needs. Repeat back to the caller what they have said to confirm that you understand their concerns. Ask questions to clarify any points that you may not understand.

3. Empathy: Empathy is the ability to understand and share the feelings of another person. Show empathy to the caller by acknowledging their feelings and expressing understanding.

4. Speaking clearly: Speak clearly and at a moderate pace. Avoid using jargon or technical terms that may be confusing to the caller. Instead, use simple, straightforward language that is easy to understand.

5. Patience: Patience is essential when dealing with customers over the phone. Some callers may be difficult to understand or may be upset. It is important to remain calm and patient, even in difficult situations.

6. Problem-solving: The ability to solve problems is an important part of telephone skills. Be prepared to offer solutions to the caller's problems and to follow up on any issues that may arise.

7. Positive language: Use positive language when speaking with callers. Avoid using negative words or phrases, and instead, focus on the positive aspects of the situation.

8. Call control: Call control refers to the ability to manage the call effectively. This includes knowing how to transfer calls, put calls on hold, and end calls in a professional manner.

9. Follow-up: Follow up with the caller to ensure that their needs have been met. Send an email or letter confirming any details discussed during the call.

10. Professionalism: Professionalism is essential when dealing with customers over the phone. Always maintain a professional tone and demeanor, even in difficult situations.

To sum up, telephone skills are essential for any employee who deals with customers over the phone. Whether it's answering customer inquiries, taking orders, or handling complaints, effective telephone skills can make the difference between a satisfied customer and a lost one. By developing your telephone skills, you can improve your ability to communicate effectively, build stronger relationships with customers, and ultimately, drive business success. Remember that effective telephone skills take practice and continuous improvement, so be sure to take the time to develop and refine your skills regularly.

Communication Skill MCQ & Answers

Communication Skill MCQ & Answers

1. Communication is a non-stop____

(A) Paper

(B) Process

(D) Plan

Answer:-B

2. Communication is a part of_____skills.

(A) Soft

(B) Hard

(D) Short

Answer:-A

3. The ____ is the person who transmits the message

(A) Receiver

(B) River

(D) Cleaner

Answer:-C

4. ____ is the person who notices and decodes and attaches some meaning to a message.

(A) Receiver

(B) Driver

(D) Cleaner

Answer:- A

5. Message is any signal that triggers the response of a ____

(A) Receiver

(B) Driver

(D) Leaner

Answer:- A

6. The response to a sender's message is called

(A) Food bank

(B) Feed back

(D) Back

Answer:-B

7. ____context refers to the relationship between the sender and the

receiver.

(A) Social

(D) chronological

(B) physical

Answer:-A

8. ____ context refers to the similarity of backgrounds between the sender

and the receiver.

(A) Physical

(B) social

(D) cultural

Answer:-D

9. ____refers to all these factors that disrupt the communication.

(A) Nonsense

(B) Noise

(D) Nobody

Answer:-B

10. Environmental barriers are the same as____noise.

(A) Physiological

(B) Psychological

(D) Sociological

Answer:-C

11. Our dress code is an example of ____ communication.

(A) Verbal

(B) Nonverbal

(D) Spoken

Answer:-B

12. Communication strengthens_____ &_____ relationship in an organization.

(A) Employer-father

(B) Employer-employer

(D) Mother-child

Answer:-B

13. _____ communication includes tone of voice body language, facial

expressions etc.

(A) Nonverbal

(B) Verbal

(D) Notice

Answer:-A

14. When there is similarity of background between the sender and the receiver such as age, language, nationality, religion, gender then this is called _____ context.

(A) Social

(B) Cultural

(D) Dynamic

Answer:-B

15 .Letter, e-mail telephone are examples of _____.

(A) Message

(B) Feed back

(D) Encoding

Answer:-C

16. According to Hoben communication is the _____ interchange of thought or idea.

(A) Visual

(B) Audio

(D) Written

Answer:-C

17.The person who transmits the message is called the _____

(A) Sender

(B) Gives

(D) Receiver

Answer:-A

18. Proper nouns always begin with ____ letters.

(A) Running

(B) Capital

(D) Numerical

Answer- B

19._____nouns require capitalization only if they start the sentence or are part of a title

(A) Common

(B) Proper

(D) Collective

Answer:-A

20. Once the message is encoded in a desired format it is transferred through a medium called_____

(A) Channel

(B) Medium

(D) Way

Answer:-A

21. The nouns which cannot be felt, seen or heard are called

(A) Common

(B) Proper

(D) Collective

Answer:-C

22. The information which is transferred to the receiver has to be interpreted this process is called____

(A) Encoding

(B) Decoding

(D) Closing

Answer:- B

23. All communication events have a_____

(A) Resource

(B) Source

(D) End

Answer:-B

24. Personifications of strength and violence are considered as_____gender.

(A) Masculine

(B) Feminine

(D) Neuter

Answer:-A

25. The message may be misinterpreted because of ____

(A) Barriers

(B) Distortions

(D) Noise

Answer:- A

26. The environment in which the transmitter or receiver should be_____

(A) Complex

(B) Competent

(D) Compatible

Answer:-D

27. A noun that denotes neither a male or a female is_____gender.

(A) Masculine

(B) Feminine

(D) Neuter

Answer:-D

28. Countries when referred to by names are also considered_____

(A) Masculine

(B) Feminine

(D) Neuter

Answer:-A

29. The Christian sign of the_____is a gesture pertaining to religion and spirituality.

(A) Plus

(B) Minus

(D) Cross

Answer:-D

30. In oral communication there is a possibility of immediate_____.

(A) Reaction

(B) Response

(D) Reset

Answer:- B

31. In oral communication the speaker can observe the listener's_____to what is being elated.

(A) Reaction

(B) Response

(D) Reset

Answer:- A

32. While talking to friends you do not pay attention to the skills of communication.

(A) Written

(B) Oral

(D) visual

Answer:-B

33. In oral presentation outside your organization you must first give the audience a_____of your organization.

(A) Flash back

(B) Background

(D) Forward view

Answer:-B

34. It is important to consider proper room_____where you are giving your presentation.

(A) Darkness

(B) Lighting

(D) Ventilation

Answer:- B

35. Which of these is not a step in the listening process?

(A) To stop talking

(B) Receiving

(D) Responding

Answer:- C

36. Which of these is the first step in the listening process?

(A) Stop talking

(B) Receiving

(D) Responding

Answer:- A

37. Which of these is the third step in the listening process?

(A) Stop talking

(B) Interpreting

(D) Receiving

Answer:- B

38. Which is the last step of the listening process.

(A) Receiving

(B) Interpreting

(D) Stop talking

Answer:- C

39. Which of these types of listening is followed by skilled listeners?

(A) Focused listening

(B) Evaluative listening

(D) Empathetic listening

Answer:- A

40. Which of these, the listener puts himself in place of the speaker?

(A) Focused listening

(B) Evaluative listening

(D) Attentive listening

Answer:- C

Facing Interview

Interview

The process of selecting the most suitable candidate for the position by calling any candidate face to face in any workplace and going through the evaluation process through questions, conversation or test is called interview.

Importance of interview

• Interview helps in selecting the most suitable candidate for the job.

• Helps managers to check authenticity of details in application form.

• Provides information to the candidate about the organization and the job for which he has applied.

• Interview helps to know details about candidate's personality.

• There is a direct contact mechanism between the employer and the candidate. Employers can observe physical characteristics of candidates.

• Helps interviewer and interviewee get to know each other in detail.

• Complete information about the company can be given to the candidate and salary and other terms can be negotiated.

Common questions

1. Tell us about yourself.

2. What is your purpose in doing this job?

3. What do you know about our company?

4. Reason behind leaving last job.

5. Why should you be appointed?

6. What is your greatest strength/weakness?

7. What is your greatest achievement?

8. Where do you see yourself in the next five years?

9. How much salary do you hope to earn?

10. Anything you want to ask?

Dos for an interview

• Rehearse through mock interviews before going for the interview.

• Make a list of frequently asked questions and study them.

• Prepare your short introduction which includes your basic as well as specific information.

• Wear appropriate attire for the interview.

• Arrive 15 minutes before the interview time.

• Keep your mobile switched-off.

• Enter the interview room without permission.

• Greet the interviewer and shake hands only if extended.

• Sit only when asked. (Sit in a comfortable position)

• Be calm and confident.

• Understand the questions asked and answer calmly. (Take time if necessary)

• Respond candidly in conversation.

• Keep bags or purses on your lap.

• Make eye contact with the questioner, if there is more than one, look at all of them in turn and give equal importance to all.

• At the end of the interview, thank the selectors and give a proper greeting.

Don’ts for an interview

• Do not sit down unless told to.

• Place your personal belongings on the table.

• Do not sit in an overly comfortable position.

• Keep both hands open.

• Do not make unnecessary movements.

• Don't answer questions you don't know, don't lie.

• Avoid giving unnecessary references or identification.

• Use polite language Avoid giving bad opinion about others.