1. List the barriers to effective communication?

What are the ways in which an organization can overcome the barriers communication?
One of the keys to a successful relationship is good communication. Communication is a process of transferring information between two individuals, the sender and the receiver. For communication to be a success, the receiver must understand the message that the sender intended. Effective communication involves overcoming these barriers and conveying a clear and concise message below is a list of common barriers to effective communication: (Expectations and prejudices which may lead to false assumptions or stereotyping. (Cultural differencesThe norms of social interaction vary greatly in different cultures, as do the way in which emotions are expressed. For example, the concept of personal space varies between cultures and between different social settings.

However, there are important barriers that interfere with good communication.

Physical Barriers
One of the major barriers to communication is the physical barrier. Physical barriers are present in the area surrounding the sender and receiver. Physical barriers include a work environment that has a lot of background noise, poor lighting or unstable temperature. These barriers can affect how individuals try to send and receive messages.

Lack of Subject Knowledge

According to the College of Marin, if a person who sends a message lacks subject knowledge, they may not be able to convey their message clearly and the receiver could misunderstand the message, thus affecting communication.

Language
The inability to converse in a language that is known by both the sender and receiver is the greatest barrier to effective communication. Communication-type.com reports that when a person uses inappropriate words while conversing or writing, it could lead to misunderstanding between the sender and a receiver

Emotions
Emotions could be a barrier to communication. If one is engrossed in your emotions for some reason, you tend to have trouble listening to others or understanding the message conveyed to you.

All the communication barriers as identified above can be overcome with a conscious effort by observing the following rules.

before initiating an interaction our ideas must be planned and clarified. In order to make our ideas clear, we may discuss them with others. We may also discuss our ideas with co-interactants. Build a climate of trust and confidence between the interactants. A time sense must be observed between the speaker and the listener so that the listener may understand and appreciate the speakers ideas. Our speech and gestures must be consistent with each other.

 In order to eliminate misunderstanding or miscommunication the speaker must adopt question-answer technique. The feedback from the listener is necessary to clear doubts. Use simple language understandable to the listener. The message must have a purpose and must be addressed to the listener.

Q.2 Explain the different types of verbal communication

Verbal business communication tends to be placed in one of four different categories. Impromptu communication is the type of unscripted verbal discourse that transpires between associates everyday in the regular course of business. Scripted conversational communication uses a general outline, but the speaker talks directly to the other party and is responsive to changing topics. Memorized communication uses remarks that were prepared in advance and are delivered verbatim from memory. Manuscript communication uses prepared remarks that a person reads out loud from a document. Most of the verbal business communication that takes place can be classified as impromptu. There is no scripting involved in the interaction, and people simply talk and respond to one another. Examples of this type of verbal communication are an employee who must talk to his boss during an unscheduled meeting or an executive who talks to a prospective client he runs into at a sporting event. Impromptu communication can be internal or external to the company. Businesses sometimes focus on training their executives to be more adept at impromptu communication, hoping to improve their ability to make small talk and engage other people socially. The second type of verbal business communication can be considered scripted conversational interaction. It is the type of verbal communication that happens in a workshop or seminar, or that a teacher engages in when lecturing a class. The dialog follows a certain script, but the tone is conversational, allowing the person to speak from memory and engage the audience directly. This type of communication accommodates changes in topics as the conversation progresses. Memorized verbal communication is the type of discourse that happens when someone is delivering a speech. The speech is memorized, and the delivery does not allow for audience participation until the speech is over. A copy of the speech or relevant highlights might be available in writing for reference, but the speaker is not reading the speech from the written copy. Manuscript verbal communication is the type of speech-delivery where the speaker reads prepared material. It often happens at a press conference, where prepared comments are read, and then questions are taken. Most often, this is the type of verbal business communication that a person uses if he needs to be very careful about what he says. For example, a police representative who reports to the press about the status of a criminal investigation will often use a manuscript style of verbal communication that has him reading approved copy directly from a written document.

Q.3 write short notes on: Ans: SQ3rtechnique of reading

1. Survey The first step Survey advises that one should resist the temptation to read the book and instead glance through a chapter in order to identify headings, sub-headings and other outstanding features in the text. This is in order to identify ideas and formulate questions about the content of the chapter. 2. Question Formulate questions about the content of the reading. For example, convert headings and sub-headings into questions, and then look for answers in the content of the text. Other more general questions may also be formulated:
What is this chapter about? What question is this chapter trying to answer? How does this information help me?

3. Read (R1) Use the background work done with "S" and "Q" in order to begin reading actively. 4. Recite (R2) The second "R" refers to the part known as Recite/wRite or Recall. Using key phrases, one is meant to identify major points and answers to questions from the "Q" step for each section. This may be done either in an oral or written format. It is important that an adherent to this method use her own words in order to evoke the active listening quality of this study method. 5. Review (R3) The final "R" is Review. In fact, before becoming acquainted with this method a student probably just uses the R & R method; Read and Review. Provided the student has followed all recommendations, the student should have a study sheet and should test himself or herself by attempting to recall the key phrases. This method instructs the diligent student to immediately review all sections pertaining to any key words forgotten.

Memo

Memo writing is something of an art form. A letter is not a memo, nor is a memo a letter. A memo is a short, to the point communication conveying your thoughts, reactions or opinion on something. A memo can call people to action or broadcast a bit of timely news. With memo writing, shorter is better. Memos are used within organizations to communicate everything from routine details to complete proposals and reports. Memos are often only a few short paragraphs, but they can be much longer, depending on their purpose. Here are some typical uses of memos: to inform others about new or changed policy, procedures, organizational details to announce meetings, events, changes to present decisions, directives, proposals, briefings to transmit documents (internal) Memo Format Company and/or department name (without address) Heading

To (who gets it) From (who sent it) Subject (what its about) Date (when it was sent)

Body (conveys message)

Introduction Main points Close

Memo Style

Concise: Make your sentences, paragraph, and overall memo as brief and as focused as possible. Clear: Get your purpose straight before you start, then plan what you want to say and in what order. Use your memo layout to help your reader (headings, bulleted lists, white space, as appropriate).

Direct: Speak directly to your reader, as you would in person or on the phone. Do not pad your ideas with unnecessary details. Think of what questions your reader wants answered, and then answer them. Clean: Reread, revise, copyedit, and proofread.

Memo Structure Subject Line: Summarizes the main idea; think of it as being preceded by the words "This memo is about." Introductory paragraph: Quickly orients the reader to what the memo is about.

Give your purpose for writing. Supply any relevant background information. Identify any task the memo is related to.

Body: Conveys the information and supporting details relevant to the memo's purpose

Keep paragraphs short and focused; one main idea per paragraph. Keep sentences tight and informative Use bullets to list information

Close: End courteously (think of a phone call or face-to-face meeting), stating any expected outcome, action, or other information appropriate to your purpose. For example,

Please send me your comments and suggestions by January 16. "Let's meet next week to go over the next stage in the plan."

Q.4 Explian some of the approaches for handling customer complaints and listening customers?? Handling Customer Complaints and Improving Customer Service: In today's services oriented industries, it is extremely important for employees to demonstrate a consistently high level of customer satisfaction. An important element of achieving this goal is the ability to handle and resolve complaints efficiently and effectively. Addressing client satisfaction issues and providing exemplary service is critical in every business environment from local restaurants and small businesses to large companies, call center agents and support staff.

Step 1: Allow the customer to speak, and listen to their complaints Step 2: Ask the customer if it is okay to repeat the complaints back to them in your own words Step 3: Speak clearly and calmly Step 4: Look at the situation from the customer's perspective Step 5: Take responsibility for the customer complaint Step 6: Take action Step 7: Follow up with the customer
No matter what type of business you run, there will come a time when one of your customers has a complaint. Your initial reaction might be anger, or frustration with their perceived pickiness. However, to respond in such a manner will quickly lose you business. In order to maintain positive customer relations, you must know how to deal with customer complaints. Below are five easy methods. Listen to the Customer The first and most obvious thing to do is really listen to the customer. Practice reading between the lines as well. If the customer is very angry, they may not state clearly what the problem is. You must weed through the interjections and outbursts to get to the root of the matter. Also, it is important to allow your customer to get it off his or her chest. If you begin to deny the problem or fix it too soon, he or she will not be satisfied. Let Them Know You Understand Customers would like to know that you understand why they are upset. Stressing the fact that you do not fault them for being upset is important. When dealing with an angry customer, being understanding is a great way to diffuse the situation and begin to solve it. Clarify What the Exact Problem Is Finding out what the exact problem is can be difficult. Complaining customers may focus on getting their money back instead of explaining the problem. If a customer says, "This shirt is awful. I want my money back," you should always ask "What was wrong with the shirt? Wrong size? Color? Bad

fabric?" Identifying the exact problem will not only help you with that particular customer, but will help avoid more complaints in the future. Ask Questions and For Input Ask the customer what they would like you to do about the problem. Perhaps they want their money back, but they could be satisfied with an exchange. Apologize for the Trouble When a customer complains, it is always necessary to apologize to them. You do not have to apologize for things that were not your fault, for example, slow shipping or water damage. However, you should apologize for the trouble that was caused. Paint Your Company in a Positive Light Of course, the ultimate goal is to get future business from every customer. In order to do this with one who complains, you must paint your company in a positive light. Stress the point that your company is eager to work out any problems and focuses on customer satisfaction. Remember to tell them that you hope they will give your company another chance. Dealing with customer complaints is a necessary thing in any business. You should always keep a cool head and be specific so there is no miscommunication. Using the five tips outlined above, you will be able to avoid trouble when dealing with customer complaints

What are some of the consequences of spelling and punctuation errors redundancies cliches and misuse of words?
Q.5.What are some of the consequences of spelling and punctuation errors redundancies cliches and misuse of words?
Poor grammar, regardless of the context in which it's used, can have a negative impact on the person who uses it. This can be particularly true of a business that allows poor grammar into its daily operations. A business that uses poor grammar when communicating with employees, customers and clients runs the risk of putting itself in an unprofessional light. For this reason, it is essential that your business. Examples:

IT'S vs. ITS

 IT'S means it is ITS means belonging to it There is no such thing as ITS' Examples: o IT'S: The grocery store is just around the corner. It's the third store on the right. o IT'S: That piece of equipment belongs on the main floor. It's used for cutting grooves in metal. o ITS: Because its industry is in the maturing stage of the lifecycle, the firm has adopted a low-cost strategy. o ITS: The saw would not cut through walnut. Its blade was dull. THERE IS vs. THERE ARE THERE IS is singular. THERE ARE is plural. Examples: o THERE IS: There is one reason why this can occur. o THERE IS: In system software for personal computers, there is one dominant market share leader: Microsoft. o THERE ARE: There are several reasons why this can occur. o THERE ARE: In the competition ski boat industry, there are four major competitors. Frankly, there is, there are, and it is are all passive construction; your writing will be much improved if you avoid such constructions whenever possible. EFFECT vs. AFFECT

 EFFECT is usually used as a noun, meaning consequence or result (NOTE: effect can also be used as a verb, which means to cause to happen; for example, to effect change) AFFECT is usually used as a verb, meaning to influence or to produce an effect on (NOTE: affect can also be used as a noun, meaning an emotional state) Examples: o EFFECT: One effect of the GM strike will be lower profits for the company this year. o EFFECT: Switching from one supplier of nuts and bolts to another will have few effects on firms in this industry. o AFFECT: The goal of the UAW is to affect management's policies regarding safety and compensation. o AFFECT: Washing used motor oil into drainage ditches typically affects the local water supply. FEWER vs. LESS FEWER means a smaller number of persons or things LESS means more limited in quantity or a smaller proportion Examples: o FEWER: After the layoff, the company had fewer employees. o FEWER: Our company has fewer managers than yours, although we have more employees. o LESS: My father cries at sad movies. My mother is less emotional.o LESS: Although John has been at the company twice as long as Alice, he has had less training than she has. NUMBER vs. AMOUNT

 NUMBER means the total of individuals or units taken together AMOUNT means the total quantity Examples: o NUMBER: A number of employees called the human resources department to complain about the new compensation and benefits packages. o NUMBER: The management team came up with a number of alternatives for dealing with the complaints. o AMOUNT: A large amount of cyanide has to be used in mining gold. o AMOUNT: While we know the courts imposed a fine on Smithfield Foods, the amount of the fine is confidential.

Q.6. what are the different delivery styles that speakers can select for their prestation?

A smooth and effective delivery is critical for a presentation because audiences need certain visual and audio cues to understand and process a message delivered orally. Plus, human beings have notoriously short attention spans, which means that presentation delivery must be top notch to ensure an audience does not tune out.

1.
o

Voice
A speaker's voice plays a critical role in engaging an audience. Although good presenters have a natural delivery style, this does not mean using the same voice as in casual conversation. Speakers should speak slightly slower and louder than usual, especially at the beginning of a presentation. Monotone voices are also a killer when it comes to delivering a message. Speakers should use purposeful pauses when making a key point and should change their voice pitch from time to time. One exercised used to explain this concept to undergraduate public speaking classes at West Chester University is a drill where students are asked to read aloud from a Doctor Seuss book. Students learn that the delivery style used for reading to children, including varied pitches and speeds, is similar to the one used to engage an audience during public speaking.

Movement
o

To keep the audience's attention, speakers should use transitional walks as new points are introduced. During a transitional walk, a speaker takes several purposeful steps typically from the center of the room to a side or from the side back to center. This will not only help an audience stay engaged by helping the speaker make eye contact with different parts of the room, but will also help an audience follow the presentation by signaling the start or close of different sections. If the presentation includes slides, the speaker should ensure his position does not block the audience's view.

Clothes
o

Like it or not, individuals make snap judgments about competence and credibility based on the speaker's looks. The positive is that clothes can also be a powerful tool of persuasion when it comes to public speaking. The clothes a speaker selects should flatter her body and be appropriate to the situation and audience. No matter the style, clothes should be clean, wrinkle free and fit appropriately. If the speaker is already experiencing a case of nerves because of the presentation, this is probably not a good time to try a new outfit or pair of shoes. By sticking to what she knows works, the speaker can focus her energy on the presentation.

Soothing Nerves
o

A visibly nervous speaker typically does not deliver a smooth presentation. Nerves are common and even appropriate in public speaking because that energy, if focused correctly, can lead to a great presentation. One of the top strategies for calming nerves is preparation. Putting in the work to prepare for a speech can dramatically reduce some of the delivery hiccups caused by nerves such as vocal fillers, like "umm," "ahh," or "you know," or a voice that is too fast or too soft. Practice is key to preparation. In addition, deep breathing and positive visualization can also calm a speaker leading to a smooth delivery. Remember, most audiences want the speaker to succeed.

Eye Contact
o

Eye contact is critical for an effective delivery; the technique will depend on the size of the audience. One common mistake for beginning speakers is trying to reach all audience members by continuing to scan the room instead of making deliberate eye contact. For smaller audiences, such as a business meeting or classroom setting, the speaker should make eye contact with an individual for several seconds. Eye contact should be changed as new thoughts are introduced. If making direct eye contact sounds scary, the speaker should pick a few friendly faces from each section of the room before the presentation begins, and then vary eye contact with these individuals. For bigger audiences, where individual eye contact is impossible except for the first row, the old advice of looking at the back of the room makes more sense. Regardless of the audience size, eye contact should at least shift from section to section.

Visual Aids
o

A great visual aid is like an accessory to an outfit. If used correctly, it draws out, enhances or explains the main points of the message but does not overpower key concepts or distract from delivery. A common delivery pitfall is relying too heavily on presentational aids or assuming that whiz-bang technology alone will be enough to convince an audience. Effective visual aids are simple and appropriate to the audience. If using Power Point, ensure that the font is large enough to be read from the back of the room, and stay away from distracting animations, colors or styles. When it comes to visual aids, practice, practice, practice. Think of anything that could go wrong, such as a computer dying just before your Power Point presentation, forgetting your handouts or a sound system malfunctioning during a video. Have a backup plan. Proper delivery means that visual aid or no, the show must go on.

Podium
o

Many novice speakers feel that they must use a podium, as it can seem to offer some "protection" from fears of facing an audience. However, using a podium literally and figuratively puts distance between speaker and audience, which can hinder the connection the speaker is trying to make with his delivery. Unless there is a specific reason for using the podium, such as during a very formal event, speakers should address the audience directly. If a podium must be used, speakers should pay attention to their posture, since many lean lower into the podium until they are almost hovering over it by the end of the presentation.