Unit 1 Complete Notes

Unit : 1
Fundamentals of Technical Communication
Syllabus
Technical Communication: Features; Distinction between General and

Technical Communication; Language as a tool of Communication;
Dimensions of Communication: Reading & comprehension; Technical writing:
sentences; Paragraph; Technical style: Definition, types & Methods; The flow
of Communication: Downward; upward, Lateral or Horizontal; Barriers to
Communication
INTRODUCTION TO THE
TECHNICAL COMMUNICATION
WHAT IS TECHNICAL COMMUNICATION ?
The sharing of information

WHAT IS TECHNICAL COMMUNICATION ?
Other Definitions
“ Communication is any behaviour that results in an exchange of meaning. ”
: American Management Association
“ Effective communication is purposive symbolic interchange resulting in

workable understanding and agreement between the sender and the
receiver. ”
:George T Vardaman
“ Communication is a multidimensional interactive process of sharing
common sets of signs, symbols, and language from one person to another
person so that a suitable response results. ”
IMPORTANCE OF COMMUNICATION SKILLS
World Skills Report
As per studies, People with effective communication are successful in both

professional and personal life.
IMPORTANCE OF COMMUNICATION
• Every single action you take involves communication:
✓ Managing
✓ Organizing
✓ Planning
✓ Coordination
✓ Decision making
✓ Invitation
✓ Relationship
✓ Education
✓ Employment
✓ Society
GENERAL AND TECHNICAL COMMUNICATION
• General communication: • Technical communication:
✓ General message ✓ Technical message

✓ Informal style and approach. ✓ Mostly formal
✓ No set pattern of communication. ✓ Follows a set pattern
✓ Mostly oral. ✓ Both oral and written
✓ Not always for a specific audience. ✓ Always for a specific audience
✓ Does not involve the use of technical ✓ Frequently involves jargon, graphics, etc.
vocabulary or graphics, etc.
AN EXAMPLE OF GENERAL AND TECHNICAL COMMUNICATION
Tactile interaction, in certain circumstances, with the system may lead to

the flow of excessive current through the subject’s body.
Vs.
Danger!! Touching may get you electric shock!!!
Or
OBJCTIVES OF TECHNICAL COMMUNICATION
• Technical communication has following objectives: :

1. Advise
2. Counselling
3. Persuasion
4. Negotiation
5. Suggestion
6. Motivation
7. Requests
8. Orders
9. Information etc.
CHARECTERISTICS OF TECHNICAL COMMUNICATION
• Technical communication should have :
✓ ABC (Accuracy, Brevity and Clarity)
✓ Objectivity
✓ 7C’s
ABC IN TECHNICAL COMUNICATION
1. Accuracy
• Includes accuracy of information as well as accuracy of expression.
• Accuracy means there should be no errors of grammar, spelling,

punctuation, or usage.
• in a conversation, meeting, or discussion, pronunciation, accent,

intonation, and nonverbal mannerisms should be taken care of.
1. Accuracy
• Accuracy of expression also demands ‘precision’ in the use of words,

phrases, sentences, and paragraphs.
• One must be certain that one is expressing one’s ideas precisely and
exactly so that the reader/audience is able to understand without
confusion or misunderstanding
1. Accuracy
• What is Precision?
• Precision is the quality of being exact, accurate, and definite.
• Techniques to achieve precision:

✓ Use of simple and familiar words
✓ Use of exact words and phrases
✓ Use of avoiding excessive use of jargon
1. Accuracy
Read the following passage !
Now read the following passage !
Which one seems more precise and clear?

1. Accuracy
• Checklist for creating accuracy and precision:
✓ Check facts for accuracy of information
✓ Revise your draft for grammar, usage, spelling, and punctuation errors.
✓ Take care of your pronunciation, accent, intonation, and non-verbal
mannerisms during oral communication
✓ Use simple, familiar, and exact words.
✓ Use words carefully with proper discretion.
✓ Avoid excessive jargon
2. Brevity
• Brevity is the quality of being brief but comprehensive in expression.
• One must try to be as brief as possible and give maximum information

in the minimum number of words possible.
• A document can be made brief and concise by avoiding wordiness and

repetition.
2. Brevity
A. Avoiding Wordiness:
• Wordiness normally results from the desire to impress the reader
with learning, language skills, or intellect by substituting words for
thoughts
• Example:
2. Brevity
Read the following passage
2. Brevity
Now read the following version of this passage
Which versions seems to be more concise and effective?

2. Brevity
B. Avoiding Repetition:
• You may repeat an idea or a fact because you want to be forceful, but
you should always remember that brevity cannot be sacrificed for
eloquence in technical writing or a professional speech.
• Example
2. Brevity
2. Brevity
• Checklist for Conciseness

✓ Avoid repetition
✓ Avoid using wordy phrases and expressions
✓ Do not include unnecessary details
✓ Revise your document thoroughly in order to make it concise
✓ Avoid exaggeration
3. CLARITY
• Clarity in communication is the quality of being unambiguous and easily

understood.
• Clarity is achieved when the communicator has communicated his or her

meaning to the reader or listener.
• Clarity can be achieved by using direct language, specific and concrete

words, and clear expressions.
3. CLARITY
• Clarity involves both clarity of expression as well as clarity of thought.
• The secret of clear expression is clear thinking. Sloppy, illogical, or

incomplete thinking causes lack of clarity in technical communication
3. CLARITY
• Checklist for Achieving Clarity

✓ Do not use indirect expressions.
✓ Use specific words and phrases.
✓ Avoid exaggeration, artificial eloquence, and ornamentation.
✓ Use direct sentences.
OBJECTIVITY IN TECHNICAL COMMUNICATION
• Technical communication is a systematic discussion, analysis, and

interpretation of facts rather than expression of sentiments and emotions.
• The concentration is on an objective and impersonal presentation of facts.
• Objectivity in communication can be achieved by using factual and impersonal

language.
• Characteristics of objectivity
• Characteristics of objectivity
• Passage A is personal and subjective while Passage B is impersonal and

objective.
• Passage A uses personal pronouns and active voice, which gives
subjectivity to the passage.
• The exclusion of personal elements and personal pronouns in Passage B
produces a style consistent with objectivity and the use of the third person
and passive voice places emphasis on the subject matter.
• Checklist for achieving objectivity
• Use appropriate passive constructions.

• Use active forms rarely.
• Avoid personal pronouns and expressions.
• Exclude personal elements (emotions and feelings).
• Use factual words.
FORMAL LANGUAGE IN TECHNICAL COMMUNICATION
• Checklist for achieving objectivity in speaking
• Use appropriate passive constructions.

• Use active forms rarely.
• Avoid personal pronouns and expressions.
• Exclude personal elements (emotions and feelings).
• Use factual words.
7 C’s TECHNICAL COMUNICATION
• 7 C’s of communication include:

1.
Clarity
1. Clarity 8.
2. Completeness
Consideration
2. Completeness
3. Conciseness
7 Cs of
Communication
4. Correctness 6. 3.
Concreteness Conciseness
5. Courtesy
6. Concreteness
5. 4.
7. Consideration Courtesy Correctness

• Clarity of thoughts, expression and ideas.
• No vague terms and sentences.
1.
• Clarity in communication is the quality of being
Clarity
unambiguous and easily understood.
• Clarity can be achieved by using direct language,

specific and concrete words, and clear expressions.
• Every communication must be complete and

adequate.
2. • Incomplete messages keep the receiver guessing,

Completeness create misunderstanding and delay action.
• Every person should, therefore, be provided with all

the required facts and figures.
• Synonym of Brevity.
• Conciseness can be achieved by avoiding wordiness

and repetition.
3.
Conciseness • Do not include unnecessary details and avoid
exaggeration.
• Revise your document thoroughly in order to make it

concise
• Synonym of Accurate.
• Correctness includes accuracy of information as well

as accuracy of expression.
4.
Correctness • Accuracy demands exactness and precision.
• Avoid excessive jargons and difficult or unfamiliar

words.
• Courtesy means polite and pleasant behaviour that

shows respect for other people.
• Politeness is not only about merely mechanical

5.
insertions of please and thank you, but entire tone of
Courtesy
communication should be respectful.
• Use expressions and ideas that show respect.( Avoid

discriminatory language i.e., race, color, gender etc.)
• Communicating concretely means being specific,

meaningful and clear.
• Concrete use of available facts and figures adds to the

6.
authenticity of the message.
Concreteness
• Use clear and image building words.
• Use active voice than passive voice.

• Consideration means preparing the message with the

intended receiver in the mind.
• Consider the audience’s point of view and take care of

7.
their needs and problems.
Consideration
• Focus on ‘you’ instead of ‘I’ or ‘We’.
• Use positive and optimistic language.

LET’S REFLECT.
WHAT WE STUDIED IN PART - 1
• What is Communication?
• Importance of Technical Communication.
• Difference between General and Technical communication.
• Objectives of technical communication.
• Characteristics of technical communication.
PROCESS OF COMMUNICATION
“Communication can be defined as the exchange of information, ideas, and

knowledge between a sender and a receiver through an accepted code of symbols.”
1. Ideation / Formulation
• ‘What’ of communication.
• It is concerned with the content of the specific message to be presented.
• Scope of ideation is limited by sender’s knowledge, experience and abilities.
• Content can be either Logical or Emotional.
• Technical communication is concerned only with logical content.
• During ideation, sender think of ideas and decide the type, scope and sources of
information.
2. Encoding
• The process of changing the information into some form of logical and coded message.
• Encoding process is based on the purpose of communication and the relation between
the sender and the receiver.
• In a formal situation, encoding involves:

(a) Selecting a language (Common to Sender and Receiver)
(b) Selecting a method of communication ( Writing, Speaking, and Non-verbal)
(c) Selecting an appropriate communication channel / form(Various forms. Contd.)
2. Encoding
Forms of communication:
3. Transmission
• Transmission refers to the flow of message over the chosen channel.
• Should be free from Noise and Disturbance.
• Involves choosing When (Right time), Where (Right place), and How (Right method) to
communicate.
4. Decoding
• The process of converting a message into thoughts by translating the received stimuli
into an interpreted meaning in order to understand the message communicated.
• NOTE that only the message can be transferred and not the meaning. Meaning needs
to be assigned to the received message by the receiver.
• Decoding means analysis and interpretation of message transmitted by the sender.
• Decoding in oral communication: Listen + Understand
• Decoding in written communication: Read + Understand
4. Decoding
• Effective decoding is crucial for successful communication as any misinterpretation of a

message leads to communication breakdown and creates confusion and
misunderstanding
5. Response
• The action or reaction of the receiver to the message.
• It helps the sender know that the message was received and understood or simply
rejected.
Important Points to Remember

• The communication is fully effective only when there is a desired response from the
receiver, which can be verified only through : FEEDBACK
• The essentials of effective communication are as follows:

i. A well-defined communication environment
ii. Cooperation between the sender and the receiver
iii. Selection of an appropriate channel
iv. Correct encoding and decoding of the message
v. Feedback
Let’s check our learning !!!
METHODS OF COMMUNICATION
• Three methods of communication:

1. Written Communication
2. Verbal Communication
3. Non-verbal Communication
1. Written Communication
• It leaves a permanent record.
• The sender does not get instant feedback for his/her message.
• Also, he/she cannot add a personal touch to the message.
• Preferred in business scenarios because it leaves a proof of the communication and

ensures formality and correctness in formal correspondence
2. Verbal Communication
• Done orally between people.
• Biggest advantage: it provides immediate feedback to the sender of the message
• Gives a personal touch to the communication
• Can be given levels of intensity and effectiveness through tone, voice modulation,
intonation and pitch variation.
3. Non-Verbal Communication
• Refers to communication done through gestures, facial expressions, eye contact,
touch, tone of voice, dress, space between the people communicating, and ambience
etc.
• Used widely but seldom recognised
• Types of Non-verbal communication:
1. Kinesics
2. Paralinguistics
3. Proxemics
4. Chronemics
5. Haptics
1. Kinesics: (Kine- in motion / muscular activity)
• Refers to communication through the body language
• E.g., Thumbs up gesture, staring to disapprove, nodding to agree or

nagging to disagree, shaking of legs, fidgeting,
2. Paralinguistics:
• Refers to spoken communication through changes in the rate of speech,

accent, volume, voice modulation, pitch, and fluency.
• How you say something is more important than what you say.
• E.g., “Come here!” can be said authoritatively or endearingly, depending on

the tone of voice of the sender
3. Proxemics:
• Proxemics is the study of human use of
space and the effects that population
density has on behaviour, communication,
and social interaction.
4. Chronemics:
• Refers to communication using time as a factor.
• A boss who comes to office on time every day, subtly communicates it to

his/her employees that they too are expected to be on time every day.
5. Haptics:
• Refers to the ways in which people and animals communicate and
interact via the sense of touch.
• Touch is used to communicate the ideas and feelings.
• Modes: Stroking, hitting, patting, shaking hands, etc.
• E.g., A gentle touch of a friendly hand on the shoulders can
communicate encouragement; a limp shake hand indicates lack of
interest or friendship.
6. Paralanguage:
• The study that how the speaker verbalizes.
• It shows as how the words are spoken or uttered, voiced and stressed.
• Vocal tones indicate meaning to others such as that we are sad, happy,
excited, nervous and so on
6. Paralanguage:
• Para Language can be studied under two heads:
• Voice: It refers to the quality of voice.
• Pitch Variation: Rise & fall in pitch shows one’s anxiety, excitement,
etc.
• Speed: The speed of articulating words carries meaning in oral
presentation.
• Pronunciation: Mispronunciation mars one’s speech entirely.
LEVELS OF COMMUNICATION
1. Extrapersonal Communication
2. Intrapersonal communication
3. Interpersonal communication
4. Organizational communication
5. Mass communication
1. Extrapersonal Communication
✓ Communication between human beings and nonhuman

entities.
✓ This form of communication requires perfect coordination

and understanding between the sender and the receiver
because at least one of them transmits information or responds
in sign language only.
2. Intrapersonal Communication
✓ Intrapersonal communication takes place within an individual.
✓ Basis of information processing. Without such internal

dialogue, one cannot proceed to the further levels of
communication—interpersonal and organizational.
✓ Planning, considering, processing information, self-

motivation, self-determination, and the likings.
3. Interpersonal Communication
✓ Takes place between people.
✓ Differs from other forms of communication in that there are

few participants involved, they are in close physical proximity
to each other, many sensory channels are used, and feedback
is immediate.
3. Interpersonal Communication
✓ Note that non-verbal communication plays a major role in the

interpretation of a message in this form of communication due
to the proximity of the people involved.
✓ Interpersonal communication can be formal or informal.
✓ Examples :Conversation between people in a café, interview,

and even telephone conversation
4. Organisational Communication
✓ Communication taking place in an organization at different

hierarchical levels.
✓ Can be further divided into the following.

1. Internal-operational All communication that occurs in the
process of operations within an organization is classified
as internal-operational.
1. External-operational The work-related communication that
4. Organisational Communication
2. External-operational: The work-related communication
that an organization has with people outside the
organization is called external-operational
communication.
3. Personal: All communication in an organization other than

that for business or official purposes is called personal
communication.
5. Mass Communication
✓ Meant for large audiences and requires a medium to transmit

information.
✓ There are several mass media such as journals, books,

television, and newspapers.
✓ The audience is heterogeneous and anonymous, and thus the

approach is impersonal
5. Mass Communication
✓ Characteristics :
1. Large reach
2. Impersonality
3. Presence of Gatekeeper
FORMAL AND INFORMAL COMMUNICATION
✓ Formal communication refers to communication taking place through pre-planned

channels in an organised setting.
✓ On the other hand, informal communication refers to casual conversations in personal

setting or even in formal settings
✓ Both types of communication are important in their respective places.

• Formal language refers to the use of formal words, scientific vocabulary, specialised
terminology, and formal phrases and expressions.
• The use of formal language is a specific feature of technical communication. Every

field of science and technology has its own list of terms and phrases.
• One should be familiar with the jargon of one’s professional field.
• The term ‘jargon’ refers to words or expressions used by a particular group or

profession.
• Checklist for Using Formal Language
✓ Use formal words.

✓ Avoid colloquial and informal words and expressions.
✓ Use appropriate scientific phrases.
✓ Use appropriate technical terms.
✓ Use standard and formal sentence structures.
✓ Avoid conversational tone.
LET’S REFLECT.
WHAT WE STUDIED IN PART - 2
• Process of Communication.
• Methods of Communication.
• Levels of communication.
• Formal and Informal communication.

CHANNELS / FLOW OF COMMUNICATION
✓ Information flows in an organization both formally and informally.
✓ Formal communication refers to communication that follows the official hierarchy

and is required to do one’s job.
FORMAL CHANNELS / FLOW OF COMMUNICATION
✓ Communication can flow:
1. Vertically
2. Horizontally
3. Diagonally
1. Vertical flow of communication
✓ Vertical flow can further be of two types:
1. Downward communication
2. Upward communication
• Flow of information from higher levels to lower levels

in the organizational hierarchy
• This flow of information generally prevails where

autocratic style of management is dominant.
• Examples: Policies, Performance levels of employees,

Protocols etc.
• Forms: Oral or written

• Merits of Downward communication:
• Increases job satisfaction and morale of

employees to perform better.
• Enables employees to know their area of

discretion and expectations from them.
• Limitations of Downward communication:
✓ Information Distortion
✓ Information gaps
✓ Time consuming
✓ Incomplete transmission (sometimes)
• Remedy: Proper feedback from lower to higher levels can
help managers overcome the limitations of downward
communication.

2. Upward Communication
• Flow of information from lower levels to higher levels.
• Suitable where democratic or participative style of

management is prevalent.
• E.g., Reports, Minutes of meetings, applications, proposals,

requests etc.

• Merits of Upward communication:
• Feedback from employees
• Provide managers creative ideas
• Strengthen superior-subordinate relationship
• Increases employees’ morale and motivation to work
when their issues are handled directly by top
management.

• Limitations of Upward communication:
• Filtration
• Time Consuming
• Fears and Apprehensions
• Attitudes of superiors
• Conflict with bypassed authorities (if proper channel is
not followed)
2. Horizontal / Lateral flow of communication
• Flow of information amongst people at the same level.

• It is interaction amongst peer groups.
• Most common horizontal communication is communication between functional
heads.
• Marketing manager and production manager constantly interact with each other to
coordinate demand with production schedules.
• It does not follow the official chain of command but cuts across it
• Often necessary to facilitate coordination, save time, and bridge the communication
gap among various departments.
• Can also create conflicts when formal vertical channels are bypassed.
• Plays a greater role in organizations where work is decentralized.
• Beneficial for faster spread of information

• Objectives of Horizontal Communication
• It coordinates work assignments carried out by different departments.
• It helps to share information about organizational plans and policies.
• It helps to solve organizational problems.
• It develops common understanding amongst all the organizational members.
• It develops interpersonal support amongst people of different units.

• Merits of Horizontal Communication

• Helps to review activities assigned to people working at identical positions.
• Speeds up the flow of work.
• Facilitates problem-solving amongst members at their level.
• Develops trust and confidence amongst people of different departments.
• Provides job satisfaction and boosts employees’ morale to improve performance.
• It relieves top managers of the burden of solving problems at the workplace
• It solves common problems of people and creates team spirit.
• Limitations of Horizontal Communication

• Personal biases (Personal likes and dislikes amongst members of work groups can
obstruct free flow of information)
• Specialization (People specialized in their domain might not be interested in
others’)
• Perceptions and attitudes (Differences in perceptions and attitudes of functional
heads can be counter-productive in horizontal communication)
3. Diagonal or Cross-wise communication
• Flow of information amongst people of different departments at different levels is

known as diagonal communication.
• When regional sales manager talks to workers of finance or production department,

diagonal communication is said to have taken place.
• People who are generally not in contact, come close to each other through diagonal
communication.
• Though this form of communication deviates from the normal chain of command,
there is no doubt that it is quick and efficient.
• Diagonal communication can be oral and written.
• Oral communication takes place in meetings, conferences, project teams etc.
• Written communication takes place through magazines, bulletins, boards, notices,
circulars etc
• Merits of Diagonal Communication:

✓ It increases efficiency and speed of work. People can directly talk to each other
without following the formal chain of command.
✓ It boosts morale and commitment of employees to work as they can directly talk
to the managers.
✓ It coordinates the activities of various departments as they can interact with each
other.
✓ It provides job satisfaction to employees.

• Limitations of Diagonal Communication:
✓ Violation of chain of command – Information cuts across all levels and all
departments. There is complete violation of chain of command.
✓ Attitudinal problems – When manager of sales department talks directly with

workers of production department, production manager may feel offended about
the same. This can affect relationship with workers of his department.
• Note:
✓ The increased use of email also encourages cross-wise communication.
✓ Diagonal communication increases the efficiency of organizational activities as
every information cannot be passed through vertical lines of communication.
✓ Best use of diagonal communication can be made when cross relationships are
cordial, and subordinates keep the line superiors informed of their interactions
with people of other departments
INFORMAL CHANNEL / FLOW OF COMMUNICATION
Grapevine
• Informal channels transmit official news through unofficial and informal

communicative interactions known as the ‘grapevine’.
• This informal communication network includes tea-time gossip, casual gatherings,

lunch time meetings and so on. These channels may not be very reliable as they may
be company rumours or just gossip.
• Such channels are more active in organisations that are not transparent.
INFORMAL CHANNEL / FLOW OF COMMUNICATION
Grapevine
• As employees want to know what is going on in their organisation, they seek out
unofficial sources of information.
• The grapevine is not always negative for an organisation and can, Infact, be helpful as
it helps in positive group building by acting as a safety valve for pent-up emotions.
• It may help in building up organisational solidarity and harmony

VISUAL AIDS IN COMMUNICATION; WHY?
VISUAL AIDS IN COMMUNICATION; WHY?
A PICTURE IS WORTH A THOUSAND WORDS.

VISUAL AIDS IN COMMUNICATION
LET’S RECAP
WHAT WE STUDIED IN PART -3.
• Flow / channels of communication
• Visual Aids in communication

BARRIERS TO COMMUNICATION
• A barrier is defined as something that prevents or controls progress or movement or

something that comes in the way of the desired outcome.
• Communication is effective only if it creates the desired impact on the receiver.
• Communication barriers arise during the communication process and may confuse the
listener or reader, create misunderstanding and confusion, and may sometimes lead to
communication breakdown.
• Barrier to communication imply hurdles or obstacles on the way of transmission of

message from the sender to the receiver.
• A barrier acts like a sieve, allowing only a part of the message to filter through; as a
result, the desired response is not achieved.
Noise
• Noise is defined as any unplanned interference in the communication environment,

which affects the transmission of the message.
Noise
• Noise can be of two types.
1. Channel Noise
2. Semantic Noise
1. Channel Noise
• Any interference in the mechanics of the medium used to send a message.
• Channel noise develops externally.
• E.g., distortion due to faulty background, noise in telephone lines, or too high a
volume or pitch from loudspeakers.
• In written communication, illegible handwriting can be an example of channel

noise.
2. Semantic Noise
• Semantic noise is generated internally, resulting from errors in the message itself.
• It may be because of the connotative (implied) meaning of a word that is

interpreted differently by the sender and the receiver.
• Examples of semantic noise are ambiguous sentence structure, faulty grammar,

misspellings, and incorrect punctuation.
CAUSES OF COMMUNICATION BARRIERS
• A careful analysis of communication barriers reveal that they are generally created
by:
✓ Improper encoding
✓ Bypassing
✓ Frame of reference
✓ Physical distractions
✓ Psychological and emotional interference
✓ Cultural differences
1. Improper Encoding
• Messages should be presented in a linguistic code familiar to one’s audience.
• The sender must consider the cognitive knowledge the receiver has of the
communicative code that is being used.
• If the audience is not able to follow the language/dialect, a communication

breakdown will occur.
2. Bypassing
• Misunderstanding resulting from missed meanings because of the use of
abstract words and phrases on which both senders and receivers do not agree.
• Arab dowery story

3. Frame of Reference
• Viewing others within your frame of reference may also lead to confusion and
misunderstanding.
• Interpreting others’ point of view from your angle allows your preconceived
notions and prejudices to start working for you.
• Frame of reference is individual to everyone as it is based on our experiences,

exposure, education, personality, and several other elements peculiar to us.
3. Frame of Reference
• To avoid communication failure, be sensitive to this fact and try to put yourself
in the other person’s position. (Which communication type is this?)
4. Physical Distractions
• Physical distractions and discomfort can easily disrupt communication.
• For example, you are trying to give an oral presentation in the classroom, but the
room temperature is very high and there is no air-conditioner or fan in the room.
Your discomfort may cause communication failure because a person who is
physically uncomfortable can be neither a good speaker nor a good listener.
• Try to avoid any physical discomfort during communication.

5. Psychological and Emotional Interference
• Any psychological or emotional turbulence or disturbance can prove to be a

barrier to effective communication because it leads to lack of interest and
concentration.
• Feelings of sadness, fear, anger, anxiety, or jubilation influence our reception

and receptivity to others’ ideas.
5. Psychological and Emotional Interference
• Communication is a purposeful activity based on rationality and reason and one

must assure that one is not emotionally charged (for example, very excited/
angry/nervous) before one takes part in a communicative interaction.
6. Intercultural Differences
• It is the receiver who assigns meaning to message cues and meanings are
assigned in terms of a receiver’s frame of reference.
• This interpretation of meaning can create misunderstandings during intercultural

communication because the sender and the receiver belong to different cultures
and share different values.
TYPES OF COMMUNICATION BARRIERS
Communication
Barriers
Intrapersonal Interpersonal Organisational
Physical & Language & Socio-

Mechanical Semantic Psychologcal
1. Intrapersonal Barriers
• Individuals are unique because of differences in perceptions, experiences,

education, culture, personality, etc.
•
• Each of us interprets the same information in different ways, as our thinking
varies.
• These differences lead to certain inbuilt or intrapersonal barriers.

• All the common causes that lead to these intrapersonal barriers:
a) Wrong assumptions
b) Varied perceptions
c) Differing background
d) Wrong inferences
e) Blocked categories
f) Categorical thinking
a) Wrong Assumptions
• Wrong assumptions are generally made because the sender or the receiver
does not have adequate knowledge about the other’s background or
entertains certain false concepts, which are fixed in his/her mind.
• To strengthen your skills as a communicator, try to put yourself in the shoes

of the listener.
a) Wrong Assumptions
• Example: Speaking English to people with little/no knowledge of English.

b) Varied Perceptions
• Individuals in an organization or outside perceive the same situation in

different ways.
b) Varied Perceptions
• In case of a conflict, every individual considers his/her perception close to

reality.
• The best way to overcome this barrier is to step back and take a wider,
unbiased perspective of the issue or to know both sides of the story.
c) Differing Backgrounds
• Our background plays a significant role in how we interpret a message. At
times, something not experienced earlier is difficult to interpret or
appreciate.
• To enhance communication skills, it is necessary to know the background of
the audience. This information can accordingly be used to construct the
message.
• Empathy or identification with another person is the solution to this barrier.
• The language understood by the receiver should be used to avoid ambiguity
and reduce multiple meanings.
• Be cautious while using words. The multiple meanings of a word can increase
the problem of communication barriers.
• A word can have several connotations (implied meanings) and definitions.
The more a word is prone to multiple meanings, the greater are the chances
of it being misunderstood.
• Explain the message in context by rephrasing and repeating words that can
be confusing.
• Words often confused in their meanings:
Homophones Homonyms Homographs
• Same pronunciation, but • Same pronunciation and • spelled the same, but have
different meaning and spelling. spelling, but different meaning different pronunciations and
meanings
• E.g., ate/eight , band/banned, • E.g., arm, clip, crane, bark, drop,
blew/blue, coarse/course, feet, leaves, park, scale, ship, • E.g., Minute, read, wind,
fair/fare, genes/jeans, hour/our, type, wave etc. wound, learned etc.
• Words with different connotations:
• Group, Club, Clique and Gang

• Interested, Curious and Nosy
• Employ, Use and Exploit
• Steadfast, tenacious and stubborn
• Unique, different and Peculiar
d) Wrong Inferences
• Illogically and baselessly assumed conclusions far from the fact.
• it is essential that inferences be supported by facts.
• When presenting any inference in the course of your work, you could use
qualifiers such as ‘evidence suggests’ or ‘in my opinion’ to remind yourself
and the receiver that this is not yet an established fact.
e) Blocked Categories
• When we receive information that does not conform to our personal views,
habits, and attitudes, or appears unfavourable to us, we tend to react
negatively or even disbelieve it.
• Rejection, distortion, and avoidance are three common, undesirable, and

negative reactions to unfavourable information
• People with closed mind and who do not accept change or new perspectives
are called misoneists. They tend to ignore variations and differences, which
leads to unreliable conclusions.
• Some people have certain prejudices so deeply embedded in their mind that
these cannot be challenged.
• People who are very rigid in their opinions may face problems in
communicating effectively.
• All such people fall into blocked categories, because they may not be able to
accept any deviation from their points of view.
f) Categorical Thinking
• People who feel that they ‘know it all’ are called pansophists.
• This type of thinking exists in people who feel that they know everything
about a particular subject, and therefore refuse to accept any further
information on that topic.
• This type of thinking can pose a major barrier, leading to a failure in

communication.
• The clue to detecting this barrier in ourselves and in others is the use of words
like all, always, everybody, everything, every time and their opposites like
none, never, nobody, and nothing.
• If a message contains too many of these words, then there is a fair chance of
the communication getting distorted.
• To avoid this barrier, substitute these words with phrases like
• in most situations…..
• most likely….
• it appears to me….
• the evidence indicates….
• If your knowledge is insufficient, admit that you are unaware of the rest of the
information rather than being indirect.
Summary of Intrapersonal Barriers
Wrong Assumptions Wrong Inferences
Intrapersonal
Varied Perceptions Blocked Categories
Barriers
Differing Background Categorical Thinking

2. Interpersonal Barriers
• Occur due to the inappropriate transaction of words/message between two or
more people.
• The two broad categories into which these barriers can be classified are:
✓ Inefficient communication skills
✓ Negative aspect nurturing in the climate
• The most common reasons for interpersonal barriers are:
✓ Limited vocabulary
✓ Incompatibility (clash) of verbal and non-verbal messages
✓ Emotional outburst
✓ Communication selectivity
✓ Cultural variations
✓ Poor listening skills
✓ Noise in the channel
1. Limited Vocabulary
• Inadequate vocabulary can be a major hindrance in communication.
• On the other hand, if you have a varied and substantial vocabulary, you can
create a favourable impression on your listeners.
• Merely having a wide vocabulary is of no use unless the communicator

knows how to use it.
1. Limited Vocabulary
• In communication, the denotative (literal or primary) and connotative

(implied or suggested) meanings of the words used should be clear to the
receiver.
• Therefore, one should make constant efforts to increase one’s vocabulary.

2. Incompatibility of Verbal & Non-verbal message
• Incompatibility between verbal and non-verbal message may lead to

undesirable and ineffective communication.
• Nonverbal cues provide a deeper insight into the sender’s message. Ignoring
non-verbal cues or misinterpreting them can result in huge misunderstanding.
2. Incompatibility of Verbal & Non-verbal message
• The first impression about people is most often made on the basis of their
physical appearance, which significantly affects the quality of communication.
• Guidelines to improve your appearance:
✓ Dress according to the occasion.
✓ Wear neat and clean clothes.
✓ Choose an appropriate hairstyle.
✓ Wear clean and polished shoes.
3. Emotional Outburst
• A moderate level of emotional involvement intensifies communication,

making it more personal. However, excessive emotional involvement can be
an obstacle in communication.
• For example, extreme anger, frustration or all other types of negative

emotions can make an effective communication absolutely impossible.
3. Emotional Outburst
• It is important to maintain one’s composure in all kinds of communication.
• Viewing issues from different perspectives helps develop objectivity and

rational thinking.
• When confronted with such negative behaviour, it is essential to avoid

reacting. The person displaying these emotions should be calmed down.
4. Communication Selectivity
• When the receiver in a communication process pays attention only to a part

of the message, he is imposing a barrier known as communication selectivity.
• This happens because he is interested only in that part of the message which
may be of use to him.
4. Communication Selectivity
• In such a situation, the sender is not at fault. It is the receiver who breaks
the flow of communication.
• Communication selectivity may act as a barrier in written forms of

communication as well. While reading any document, if you read only the
parts you consider useful, you are posing this barrier.
5. Cultural Variations
• This type of barrier occurs in multinational organisations which employ

workforce from various cultures, continents, countries and backgrounds.
• Success, whether as a student or as a professional, lies in knowing the

business practices, social customs, and etiquette of the particular country
one is dealing with.
6. Poor listening skills
• A common obstacle to communication is poor listening habits.
• The various distractions that hinder listening can be emotional disturbances,

indifference, aggression, and wandering attention.
• Sometimes, an individual is so engrossed in his/her own thoughts and

worries that he/she is unable to concentrate on listening
6. Poor listening skills
• Divided attention adversely affects the superior– subordinate relationship,

besides distorting the communication.
7. Noise in the channel
• Noise is any unwanted signal that acts as a hindrance in the flow of
communication.
• It is not necessarily limited to audio disturbances, but can also occur in visual,
audio-visual, written, physical, or psychological forms.
• All these forms of noise may distract the receiver from the message.
7. Noise in the channel
• Human noise can be like a member arrives late distracting everybody’s

attention.
• Disturbances in telephone lines, poorly designed acoustics of a room, dim

typescripts, and illegible writing are some more examples of technical noise.
Summary of Interpersonal Barriers
Limited Vocabulary Cultural Variations
Interpersonal
Incompatible verbal and Non-Verbal Selective Communication
Barriers
Emotional Outburst Poor listening skills
Noise in the channel

3. Organisational Barriers
• Most large companies have a rigid, hierarchical structure which usually restricts
the flow of communication.
• This is because there are numerous transfer points for communication to flow in
these hierarchical systems, and each of these points has the potential to distort,
delay, or lose the message.
• The main organizational barriers are :
1. Too many transfer stations

2. Fear of superiors
3. Negative tendencies
4. Use of inappropriate media
5. Information overload
• The more links there are in a communication chain, the greater are the
chances of miscommunication
• The message gets distorted at each level not only because of poor
listening or lack of concentration, but also because of several other
reasons.
• Having too many transfer stations is always an obstacle to effective

communication and should be avoided.
• Transfer stations do serve a purpose but having too many of them is

counter-productive.
2. Fear of Superiors
• In rigidly structured organizations, fear or awe of superiors prevents

subordinates from speaking, frankly.
• As a supervisor, it is essential to create an environment which enables

people to speak freely.
2. Fear of Superiors
• An open environment is conducive to increasing the confidence and

goodwill of a communicator.
• By encouraging active participation from their subordinates, senior

officers pave the way for more ideas, resources, or solutions to come
forth.
• Many organizations create work groups.
• These groups may be formal or informal, and generally consist of people

who share similar values, attitudes, opinions, beliefs, and behaviours.
• On some occasions, a communication barrier can exist due to a conflict

of ideas between the members and non-members of a group.
• Once these negative tendencies develop, they create noise in

interpersonal communication.
4. Inappropriate media
• Common media used in organizations are graphs and charts, telephones,
facsimile machines, boards, email, telephones, films and slides,
computer presentations, teleconferencing, and videoconferencing.
• While choosing the medium for a particular occasion, the advantages,

disadvantages, and potential barriers to communication must be
considered.
4. Inappropriate media
• While deciding upon the medium, the following factors should be
considered:
✓ Time
✓ Cost
✓ Type of message
✓ Intended audience
5. Information Overload
• Decrease in efficiency resulting from manual handling of huge amount of

data is known as information overload.
• The usual results of information overload are fatigue, disinterest, and

boredom. Under these circumstances, further communication is simply
not possible.
5. Information Overload
• Due to information overload, Vital, relevant information gets mixed up
with too many irrelevant details and is therefore ignored by the receiver.
• Screening of information is mandatory, and messages should be directed

only to those people who are likely to benefit from the information.
• Major points should be highlighted, leaving out all irrelevant details.

TIPS FOR EFFECTIVE COMMUNICATION
Thank You
Please Like, Subscribe and Share.

LET’S RECAP
WHAT WE STUDIED IN PART -4
• Barriers to communication
• Interpersonal
• Intrapersonal
• Organisational
COMMUNICATION AT WORKPLACE
• Good or bad communication can make or break careers.
• In fact, organisations take communication very seriously not only for their
employees, but also for their own good.
CORPORATE COMMUNICATION
• Corporate Communications / Public Relations or Public affairs department

deals with the internal and external communication of an organisation.
• It handles information dissemination to the outside world in a manner that is in

congruence with the corporate policy.
• This department is ultimately responsible for maintaining a good image of the

organisation.
• In times of crisis or any allegation against the organisation, it is this department
that comes to the rescue.
PREREQUISITES FOR TECHNICAL COMMUNICATION COMPETENCE
• Technical communication is transmission of technical and professional

information from one individual or group to another through proper channels.
• The three important requirements of effective technical communication are:

1. Subject / Domain competence
2. Linguistic competence (ability to present scientific facts or information
clearly and objectively)
3. Organisational competence (the ability to organise technical information in
a logical and structured way)
1. Subject / Domain Competence
• Subject competence is the first requirement of technical communication.
• It is the possession of appropriate knowledge of a particular technical

subject-matter as well as the possession of highly sophisticated technical or
professional skills
• An inadequate background in the subject or lack of information might lead

to incomplete and ineffective communication.
2. Linguistic Competence
• Linguistic competence is the ability to present scientific facts or

information clearly and objectively.
• Lack of these skills may lead to ineffective or incomplete communication.

These skills include the ability to:
✓ Analyse facts or information for clear presentation
✓ Use appropriate rhetorical devices to present scientific data
✓ Use graphs, charts, and diagrams systematically
3. Organisational Competence
• Organisational competence is the ability to organise technical information

in a logical and structured way.
• It includes several skills such as the ability to sequence thoughts in a

sentence, organise a paragraph according to the needs of the reader and
the topic, use appropriate logical ordering, and provide thematic
coherence to expression.
STYLE IN TECHNICAL COMMUNICATION
• Style in technical communication means the way one speaks or writes to

convey technical information.
• This difference of attitude and approach determines the characteristic features

of ‘general style’ and ‘technical style’.
• Style refers to the way something is said rather than what is said, or Style is
the distinctive mode or manner of expressing ideas in language.
• The distinctive manner may refer to the process of choosing appropriate:
1. Words and phrases (formal, informal, technical, and so on)

2. Sentence structure (simple, complex, compound, mixed, and so on)
3. Sentence type (affirmative, negative, questions, question tags, and so
on)
4. Rhetorical devices or discourse writing techniques (description,
narration, explanation, comparison and contrast, and so on)
5. Effective logical structure and organisation.
• Style in communication depends on several factors. It largely depends on:
• The audience—for example, the same message when addressed to a

superior is expressed more diplomatically and tactfully, but when addressed
to subordinates it is more direct and forceful.
• The communicative context—for example, conveying routine information
and making requests, communicating good or bad news, conveying goodwill
or trying to persuade someone.
• The purpose—for example, the way one conveys good news is not the same
as conveying bad news.
• Thus, style in technical communication may refer to the way a person puts
words together into sentences, arranges sentences into paragraphs, and
organises paragraphs to frame a piece of writing or an appropriate oral
discourse to convey technical information clearly and accurately.
• In short, it is the way one speaks or writes when one deals with a technical or
scientific subject.
READING COMPREHENSION
• It is the act of understanding what you are reading.
• The act is not simple to teach, learn or practice.
• Reading comprehension is an intentional, active, interactive process that

occurs before, during and after a person reads a particular piece of writing.
Thank You
Please Like, Subscribe and Share.

Unit 1 Complete Notes

Uploaded by

Copyright:

Available Formats

You might also like

Unit 1 Complete Notes

Uploaded by

Document Information

Original Description:

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Unit 1 Complete Notes

Uploaded by

Copyright:

Available Formats

Unit : 1

Fundamentals of Technical Communication

Technical Communication: Features; Distinction between General and

The sharing of information

“ Effective communication is purposive symbolic interchange resulting in

World Skills Report

As per studies, People with effective communication are successful in both

• Every single action you take involves communication:

• General communication: • Technical communication:

✓ General message ✓ Technical message

Tactile interaction, in certain circumstances, with the system may lead to

Danger!! Touching may get you electric shock!!!

• Technical communication has following objectives: :

• Technical communication should have :

✓ ABC (Accuracy, Brevity and Clarity)

• Includes accuracy of information as well as accuracy of expression.

• Accuracy means there should be no errors of grammar, spelling,

• in a conversation, meeting, or discussion, pronunciation, accent,

• Accuracy of expression also demands ‘precision’ in the use of words,

• Techniques to achieve precision:

Now read the following passage !

Which one seems more precise and clear?

• Brevity is the quality of being brief but comprehensive in expression.

• One must try to be as brief as possible and give maximum information

• A document can be made brief and concise by avoiding wordiness and

Which versions seems to be more concise and effective?

• Checklist for Conciseness

• Clarity in communication is the quality of being unambiguous and easily

• Clarity is achieved when the communicator has communicated his or her

• Clarity can be achieved by using direct language, specific and concrete

• Clarity involves both clarity of expression as well as clarity of thought.

• The secret of clear expression is clear thinking. Sloppy, illogical, or

• Checklist for Achieving Clarity

• Technical communication is a systematic discussion, analysis, and

• The concentration is on an objective and impersonal presentation of facts.

• Objectivity in communication can be achieved by using factual and impersonal

• Passage A is personal and subjective while Passage B is impersonal and

• Checklist for achieving objectivity

• Use appropriate passive constructions.

• Checklist for achieving objectivity in speaking

• Use appropriate passive constructions.

• 7 C’s of communication include:

7. Consideration Courtesy Correctness

• Clarity of thoughts, expression and ideas.

• No vague terms and sentences.

• Clarity can be achieved by using direct language,

• Every communication must be complete and

2. • Incomplete messages keep the receiver guessing,

• Every person should, therefore, be provided with all

• Conciseness can be achieved by avoiding wordiness

• Revise your document thoroughly in order to make it

• Correctness includes accuracy of information as well

• Avoid excessive jargons and difficult or unfamiliar

• Courtesy means polite and pleasant behaviour that

• Politeness is not only about merely mechanical

• Use expressions and ideas that show respect.( Avoid

• Communicating concretely means being specific,

• Concrete use of available facts and figures adds to the