Effective Technical Communication (ETC 3130004)

Unit- 1 Dynamics of Communication

Introduction to Dynamics of communication Soft skills

Communication skills

Connection of ETC and engineering

Why to improve Communication skills

What is Communication Exchange of ideas or feelings with others

Sharing of thoughts

Transmission of message

An interaction between sender and receiver

Passing the words and sounds to listener

“Communication is the process of passing

information and understanding from one person to

another.” In simple words, it is a process of

transmitting and sharing ideas, opinions, facts,

values etc. from one person to another or one

organization to another.

Components/ elements of communication Sender

Encoding of message

Channel

Receiver

Decoding of message

Feedback

Process of communication Diagram :

Communication Cycle

Communication process as such must be

considered a continuous and dynamic inter-action,

both affecting and being affected by many

variables.

Sender: The person who intends to convey the

message with the intention of passing information

and ideas to others is known as sender or

communicator.

Ideas: This is the subject matter of the

communication. This may be an opinion, attitude,

feelings, views, orders, or suggestions.

Encoding: Since the subject matter of

communication is theoretical and intangible, its

further passing requires use of certain symbols such

as words, actions or pictures etc. Conversion of

subject matter into these symbols is the process of

encoding.

Communication Channel: The person who is

interested in communicating has to choose the

channel for sending the required information, ideas

etc. This information is transmitted to the receiver

through certain channels that may be either formal

or informal.

Receiver: Receiver is the person who receives the

message or for whom the message is meant. It is the

receiver who tries to understand the message in the

best possible manner in achieving the desired

objectives.

Decoding: The person who receives the message or

symbol from the communicator tries to convert the

same in such a way so that he may extract its

meaning to his complete understanding.

Feedback: Feedback is the process of ensuring that

the receiver has received the message and

understood in the same sense as sender meant it.

Examples A) Classroom B) Canteen C) Meeting D) A

Birthday Party

Types of communication I. Channel - Verbal and Non-verbal

II. Forms - Informal and Formal/ General and

Technical

III. Levels - Extrapersonal, Intrapersonal,

Interpersonal, Organizational, Mass

IV. Flows - Upward , Downward , Horizontal , Diagonal

Types of Communication (1) Verbal Communication – Oral Vs Written / Formal Vs Informal

(2) Non-verbal Communication

Verbal Communication Which can use words

May be oral or Non oral (Written)

May be formal or informal

May be Technical or General

Nonverbal Communication

Wordless communication

Communication without words

Types of nonverbal communication

a) Kinesics (Body Language)

b) Proxemics (Space in terms of

Interpersonal Relationship)

c) Paralinguistics (Sound

Management)

Kinesics A. Personal appearance (Your outlook,

clothing ,Accessories, Hairstyle)

B. Postures (Position of your body)

C. Gestures (Movements by your hands,

arms shoulders)

D. Facial expressions ( The way you

express yourself)

E. Eye contact ( the Way you use/ Maintain

your eyes)

Proxemics Proxemics is what brings us together,

today. The term ``proxemics'' was coined

by researcher Edward Hall during the

1950's and 1960's and has to do with the

study of our use of space and how various

differences in that use can make us feel

more relaxed or anxious.

Types of Space Zones

(1) Intimate space zone ( 0 to 1.5 feet)

(2) Personal space zone ( 1.5 to 4 feet)

(3) Social space zone (4 to 12 feet )

(4) Public space zone (12+ feet )

Photo Types of Space Zones Distance in feet

Paralingustics/Para verbal/Paralanguage

Paralinguistic features are the vocal effects

we can employ when we speak.

Paralinguistic is the aspects of spoken

communication that do not involve words.

These may add emphasis or shades of

meaning to what people say.

Your voice is your trademark; it is that part

of yourself that adds human touch to your

words .

Writing does not have that immediacy

because the words are static on a page

.voice gives extra life to your delivery.

Nuances of voice (paralinguistic features )

A. Quality of voice B. Volume C. Pace /rate

D. Pitch E. Articulation F. Pronunciation G. Voice modulation (Adjustment of tone,

Pitch, volume) H. pauses

Interpersonal Communication

Interpersonal Communication: Interpersonal

Communication is the process of transmitting information and common understanding from one person to another, which is very essential for the success of any organization. Therefore it must be effectively handled to ensure the attainment of the organization’s goals Plays very important role in business

correspondence because of its hierarchical structure

Key of success in an organization Communication between two or more than two

persons for various purpose May occur in formal as well as informal situations Quick response Why it is important

For effective communication in a company

To achieve business relationships

To hit the business goals

To unite the people in the organization for smoothly function of the business

Effective Technical Communication (ETC 3130004)

Unit- 2 Technical Writing

Business letters

Intercultural communication

Intercultural communication Intercultural communication refers to the effective communication between people/ workers/ clients of different cultural background. It also includes managing thought patterns and non verbal communication

. Examples for Cultural differences (Verbal) Arabic language is written from right to left and almost

all other languages are written from left to right Examples for Cultural differences (Non-verbal)

America, people shake hands, and even hug each

other. However, in India we just join hands to say

Namaskar. Need for Intercultural Communication

success of any International business

Allows workers from different cultures to work together as a group.

Worldwide marketing campaign.

An increase in international Business Two trends of Intercultural Communication

Globalization

Multicultural Workforce

GLOBALIZATION: Globalization refers to the reduction and

removal of barriers between national borders in order to

facilitate the flow of goods, capital, services and labor MULTICULTURAL WORKFORCE : The phrase

"multicultural workforce" refers to the changing age, gender,

ethnicity, physical ability, and race, of employees across all

types and places of work

Why it is important One’s own Communication style reflects the

culture, behavior, belief, custom, values etc.

To prevent the hindrance of cultural and social boundaries

To expand business

To make business Glocal

For creating Friendly atmosphere at workplace

Business letters Form of technical communication Written and formal Written for specific purpose and audience

for external and internal organizational purpose

Plays a very crucial role in business development

Standard elements of letter

(1) The Heading ( Name of the company,

address of the company, Contact details

)

(2) The Date ( 1st July 2020 or July 1

st ,

2020 format only )

(3) The Inside Address (The Recipient,

Name of the receiving company ,

address of the company )

(4) The Subject ( Should be precise and

concise and serve the purpose)

(5) The Salutation (Dear Sir/Madam ,

Respected Sir)

(6) The Body (at least Three Paragraphs

the opening, middle and closing )

(7) The Complimentary close (Yours

faithfully/truly/sincerely )

(8) The Signature Block ( put your

signature, name and designation/title )

Types of business letters

Sales

Inquiry

Order

Complaint/ Claim

Adjustment

Recommendation

Appreciation

Acknowledgement

Apology

Cover Letter

Layouts / style (1) Block

(2) Modified

(3) Semi block

(4) Conventional

5 C’s of Business letter (1) Concise – includes only necessary

and relevant in information

(2) Clear -- serves the purpose

(3) Complete- include the whole message

(4) Courteous- reader oriented

(5) Correct- editing and proof reading

Unit- 2 Technical Writing

Résumé writing

What is Résumé?

Formal document to sell our service Technical as well as marketing document Always enclosed with a job application It presents candidate’s past and present

performance to the prospective employers Employer form the first impression of the

candidate It helps the employer to shortlist the candidate

to be considered

Résumé , Bio data and Curriculum vitae

Résumé : In French résumé means summary One page long but can extend to two pages Suited for any position in organization Can be modified according to skills and position of

a particular job Skill oriented sketch of yours

Bio data : Shortened form of your biographical data Outdated form Importance is given on personal details

CV (Curriculum Vitae) More detailed in terms of academic credentials More knowledge oriented Detailed account of work and research

Essential features of a powerful resume:

Here are some essential features of a good resume:

1. Well organized 2. Short and Precise 3. Unique 4. Authentic and realizable 5. Justifiable 6. Professional 7. Avoid unnecessary Information

Types of résumé

(1) Chronological résumé (emphasizes education

and work experience)

(2) Functional résumé (emphasizes on individual

field of interest)

(3) Hybrid/ combination ( combination of above

two

(4) Scanned résumé ( scanned using optical

character recognition OCR)

Key elements of résumé

1. Personal information ( Name, address, Phone

no., Email address and website if any ) 2. Career/ professional objective (optional element

but most employees agree that a professional objective should be included )

3. Academic qualification ( Degree/course completed, University/board, date of completion)

4. Awards an honors 5. Work experience ( If any than list in

chronological order, include internships, part-time jobs, project done) )

6. Professional skills 7. Activities, achievements and special interest

(Special abilities, community service, language known, knowledge of handling special equipment, relevant hobbies)

8. References (do get permission beforehand from people listed as references ) ( “references available on request”)

Unit- 2 Technical Writing

Report writing

Introduction to Technical writing Use of technical writing

For technical purpose

For specific audience

Follow particular set of patterns

Includes technical vocabulary,

graphs, charts , diagrams

Can be oral as well as written

Formal in nature

Mostly written

Examples Letter, emails, memo.,

report, proposal, Technical

Description

What is Report? A report is a usually a piece of factual

writing , based on evidence, containing

organized information or analysis of a

particular topic

A business report is a formal

communication written for specific

purpose, conveying authentic information

to a well defined audience in a completely

impartial and objective manner

Let us understand Report writing

A formal piece of writing

A factual account

Written with specific purpose

Written in organized manner

Written for specific audience

Includes only relevant information

Written in an objective manner

Description of an event or condition that did

exist, do exist or likely to exist

Importance of Report It helps professionals plan, acquire, execute,

organize, co-ordinate, manage and evaluate

organizational activities in an effective way

Facilitate the flow of information to ensure

smooth execution of tasks so as to meet the

challenges successfully

Serves as a record of facts where

information is organized and recorded for

the readers benefit as a repository of

information

Enables the authorities to take timely

decisions.

Objectives Present a record of accomplished work

(Project work)

Record an experiment

Present a piece of information to large no.

of people (annual report)

Document schedules, time tables and mile

stones

Types of report Oral and Written

Informal and formal

Informational report

Special occasion report

Laboratory report

Periodic

Analytical report

Format and elements Format

Manuscript

Memo ( Internal organizational )

Letter (External organizational)

Pre -printed

Elements

Introduction

Main Text ( findings and supportive

text)

Conclusion (expected actions)

Recommendations (if any )

Characteristics of a good report

Precision

Accuracy and facts

Relevance

Reader oriented

Unambiguous language

Homogeneity

Clarity, brevity and grammatical accuracy

Unit- 2 Technical Writing

Technical Proposal

What is Technical Proposal?

A proposal is an offer by one party to

provide product or service to another

party in exchange for money

It is usually a sales presentation

seeking to persuade the reader to accept

the written plan for accomplishing the

task \

Proposals are Written offers to solve a

technical problem or to undertake a

project of practical or theoretical nature

Selling your ideas to others

Written within an organization, to an

outside company, or to the government

Purposes Aim to solve problems

Alter a procedure

Find answer to the questions

Offer advice and training

To conduct research

It serves to review and improve existing

product and service to meet ever

increasing and complex requirement of

today’s highly competitive business

environment

Importance They are like reports, valuable records

of information in an organization

Act as index of the organization’s

growth or progress

Gives financial return to the company

Essential way to get new orders and

increase the sales of product

May be bid on contract or business

proposal to a government authority

Example:. Wish to set up a new

laboratory or club in the institute

Types Sales ( Solicited and unsolicited)

Research (academic in nature)

Characteristics It’s a persuasive blend of information ,

organization and reason

Includes summary, background,

objective, description of the problem,

methodology and cost estimate

Plain, direct an unambiguous

Structure Prefatory parts

a) Title page

b) Letter of transmittal

c) Draft contract

d) Table of contents

e) List of tables and figures

f) Executive summary

Body of the proposal

a) Problem and need

b) Background

c) Purpose/objective

d) Scope

e) Limitations

f) Project team/ personnel

g) Methods and sources

Technical section

Management section (equipments,

facilities, HR)

Budget/ coast estimate

Conclusion

Unit- 2 Technical Writing

Agenda of meeting and minutes of meeting

Introduction Group communication its forms and purposes in an organization

Meeting - form of formal group communication in an organization company or an institute

Purpose/objective- to convey information to a group of people or to instruct, brief or solve problems

Structure- two or more persons to several hundreds

Formal physical settings

Characteristics of meeting Punctuality Presided by a chairman Started with an introduction Problem centered Discussion oriented Information centered Fair chance to everyone May be periodical No side conversation

Procedure Notice given Agenda prepared Minutes recorded

The four Ws Why is the meeting being held? Who should be present? Where the meeting should be held? When should the meeting take place?

Unit- 2 Technical Writing

Technical Description

WHAT ARE TECHNICAL DESCRIPTIONS?

Like definitions descriptions answer the question ‘what is it?’ but give additional information to help readers visualize what’s being described. shape materials function operation ?size

Introduction Technical description is a key part of any technical report because it defines objects and/or processes.

It divides a complex item or topic into more manageable components.

Agenda of meeting An agenda is the list of individual items that ensure that the meeting achieves its broad aim

Circulation in advance about the meeting (printed notice, telephone, email/IMs)

items needs to be discussed in meeting (three to six agendas)

Agenda Name of the organization Department/ Representative First/ follow up meeting Date/time/venue

Minutes of meeting Record of what happened at meeting Action that needs to be taken Information for future reference Informal

(1) A bullet point list of decision taken and the work progress to date

(2) Tabular format (topic, decision made. Action) (3) Narrative report (short of report )

Notice

Date

Details regarding the purpose of the

meeting

List of agenda items

Signature

Recipients (who)

It defines, describes, and illustrates the various elements contained within the whole object, process, or concept.

Types of Technical Descriptions

PRODUCT DESCRIPTION Describes what the item is like.

For people who want to use…

Provide a detailed overview the physical aspects of a tool, machine,

or other mechanical device that has moving parts and is designed to

perform a specific function These could be product descriptions for

sales or manufacturing, documentation of design specifications,

info-graphics, etc.

PROCESS DESCRIPTION Describes how something works.

For people who want to know how

Detail a series of events (natural/biological/ecological,

mechanical, social, or psychological phenomenon) that happen in

particular sequence in order to achieve a specific outcome. These

can be categorized into non-instructional processes (such as a

process analyses of how an internal combustion engine works, or

natural processes like photosynthesis) and instructional process

Elements of a GOOD DESCRIPTION

TITLE clear and limiting: The title should promise exactly what

the description will deliver.

Naming

Defining

Describing

Illustrating

It follows 3 steps…

1-A definition followed by a list of the major components to be

discussed and an illustration.

2-A section for each of the major components listed which

define the component in terms of function and then describe the

components in terms of material, dimension, texture, relation to

other components, the method of attachment and it lists all sub-

components which will also follow the ‘design-describe &

illustrate’ format.

3-A description of one complete cycle of operation, a process

description

Guidelines for writing good descriptions:

1) Organization: -Overview (overall framework, arrangement or shape

and purpose or function) –

Parts (description of each part and it’s role and relation with other

parts) –

Order Spatial order-top to bottom, outside to inside) Priority order-

most to least important Chronological order-order of assembly or

disassembly

2) Content: -Specifics (include relevant specific features like size,

shape, color, technical names and omit confusing background and

needless details) –

Comparison (compare features and parts with other things which

are already familiar) –

Contrast (contrast the property with that of others to reveal the

significance)

3) Structure:

-Format (headings, listing, using figures and text with labels and

references ) –

Verbal Cues (parallelism: using parallel words and phrases for

parallel ideas. ( proleptics: use verbal links like ‘also’, ‘but’,

however’ etc. to signal how your description fits together.)

Once you have your purpose and audience clearly in focus, draft a description that includes the following elements:

(1) Definition: What is it, and what is its main purpose?

(2) Overview: Describe the mechanism’s overall appearance (“big

picture”).

(3) Components: Describe the main component parts in labeled sections;

consider the order of information carefully here. Create a logical

connection between each component described.

(4) Explanation: how do the parts work together to fulfill its function?

What key principles govern its functioning? Consider how much detail

is necessary here for your intended audience.

(5) Visuals: include graphics that clearly illustrate the mechanism and/or

its parts. Show the device as a whole; consider showing specific

details in expanded views, cut-always, or labeled diagrams. You may

even embed or link to videos showing the device in action.

(6) Conclusion: depending on the purpose, you might review product’s

history, availability, manufacturing, costs, warnings, etc.)

(7) References: Sources you have used in your description, or additional

sources of information available (if relevant)

Unit- 3 Technical communication

Group Discussion (GD)

Group Discussion

Group Discussion is a novel way to assess

person’s personality.

It is both a technique and an art to judge the

capacity of the person and his aptness for the

job.

Systematic oral exchange of information ,

views , ideas and opinions about a particular

topic

Purpose/objective Exchange information

Solve problems

Persuade

Take decision

Assess or judge personality traits

Structure of GD Seven to ten participants may extend up to

fifteen

Setting Seating arrangement

Characteristics No named leader

Rules are minimum

Free oral interaction

Interdependent

No personalization

Conclusion

Types of GD Topic based ( Factual , Abstract,

Controversial )

Case based GD

Timing Up to 30 minutes

Procedure Prior to GD

Group speaking Preparation:

Enhance your vocabulary to enhance your fluency,

practice tone modulation, and try to speak in front of

mirror on some topic.

Content Preparation:

Choose the current affair topic from different

perspectives like personal, social, political, cultural,

academics, etc.

Listening preparation:

Participate in some discussions as an active observer

and try to evolve one’s thought process by adding

different perspectives.

During the GD

Understand, Discuss Conclude

Evaluation Components Knowledge

Communication skills

Group behavior (Team Spirit)

Leadership potential

Decision making skills

Personality

Tips for Success in Group Discussions

Always enter the room with a piece of paper

and a pen.

Listen to the topic carefully.

Jot down as many ideas as you can in the

first few minutes.

Try to dissect the topic and go into the

underlying causes or consequences.

Organize your ideas before speaking.

Speak first only if you have something

sensible to say. Speaking first is a high risk,

high-return strategy.

Try to contribute meaningfully and

substantially every time you speak. Don’t

speak just for the sake of saying something.

Identify your supporters and opponents and

allow your supporters to augment your ideas.

Keep track of time and share time fairly.

Have an open mind and listen to others’

views.

Maintain eye contact while speaking and

listening.

Do not indulge in parallel conversations.

Use tact, humor, and wit.

Display a spirit of cooperation and an

accommodative nature.

Draw out the silent members and encourage

them to speak.

If things get chaotic, take the initiative to

restore order by providing a fresh direction to

the discussion.

Attempt to arrive at a consensus though your

ultimate aim is to reach a conclusion.

Within the specified time, your group may

not be able to arrive at a consensus.But

working towards consensus will reveal your

capability and inclination towards being a

good team player.

Unit- 3 Technical communication

Presentation strategies

Technical Communication

Always factual

Formal elements

Logically organized and structured

Specific audience

Mostly formal

Having technical content

Specific vocabulary/technical words

Technical message and purpose

Speaker’s Impact

Verbal- 7%

Para-verbal 38%

Nonverbal 55%

What is presentation?

Formal oral communication to large group of gathering is

called Presentation

Dealing with Formal , semi formal and informal situations in

organization

Importance of oral communication

Why it is important in organization?

Communication skills in Professional life

Interpersonal skills at work place

Importance of oral communication

Internal operational purposes

External operational purposes

Personal purposes

Business relationship

Accomplishing business objectives

Expanding open organizational culture

Tips for making your

presentation skills effective

Decide your purpose ( To inform , to persuade, to influence,

to raise awareness, to discuss problem, to educate, to entertain,

to explain, to kill time)

Aspects of presentation ( Self/presenter , Audience,

Content/material)

Helpers that help you in presentation (What , Why , Where,

Who, How )

Analysis of audience

Analysis of locale/place

Structuring your presentation( Introduction, Main body,

Closing)

Preparing an outline (Mental and written)

Use of audio-visual aids

Mode/style of presentation

3 P’s of presentation( Planning, Preparation/Practice ,

Presentation)

Nonverbal aspects (93% Nonverbal impact)

Good listening skills

Unit- 3 Technical communication

Interview skills

Interview It is a psychological and

sociological instrument to assess

your personality

It is a major form of interpersonal

communication

Interaction between two or more

persons for a specific purpose

Interviewer asks the questions to

interviewee to check his skills

Objectives of Interviews To select a person for specific task

To monitor performance

To collect information

To exchange information

To counsel

Types of interview Depending on the objective and

nature, interviews can be

categorized into the following

types

Job

Information

Persuasive

Exit

Evaluation

Counseling

Conflict-resolution interview

Disciplinary interview

Termination interview

Job Interviews Campus interview

On-site interviews

Telephonic interviews

Video conferencing interview

(Resume , Written Test, GD,

Presentation, PI, Negotiations,

Medical test)

The Interview process Establishing rapport

Information gathering(Q & A)

Closing

Use of Nonverbal behavior

Employer’s expectations Sanskari Engineer

Technical skills

Analytical skills

Career objective

Mental alertness

Communication skills

Interpersonal skills

Flexibility/adaptability

Management/ Leadership skills

Creative thinking skills

Positive attitude

Social skills

Honesty and integrity

Professionalism

Determination

Inclination of learning

Factors responsible for failures Arrogance

Apathy – lack of interest or

enthusiasm

Nervousness

Lack of knowledge

Unsuitable personality

Preparing for interviews Attitude Matters

Preparation of resume

Personal attributes

Mock interview

Knowing your prospective

employer

Awareness of Job description

Subject/area fundamentals

Knowing the possible types of

interview questions (Experience,

credential, opinion, creative ,

behavioral, tough questions)

Tips for Interview Be punctual

Show proper etiquette

Listen, think and answer

Look for feedback

Take care of your body language

Don’t hesitate to clarify your

doubts

Suit your answer to the questions

Create good will

Send a thanking letter

Take leave with dignity and grace