PROFF COMM

Communication
 The word communication is derived from the Latin word “communis”
which means common.

 We spend most of our life communicating.

 Therefore it needs proper understanding and application

for sophistication of our activities.

 Communication is meeting of minds, for transfer of ideas.

 A definition of communication

Communication is a process of transfer,

exchange, sharing of ideas, thoughts,
feelings etc in such a way that the mental
picture envisioned by the sender is the
same as that perceived by the receiver.
Characteristics of communication

 Two way process

 Continuous
 Essential
 Has an objective or a
purpose
 Pervasive across all
walks of life.
The Communication Process

Feedback

Decoding Receiver
Source Encoding Channel

Message Message
Message Message Message
Need for effective communication
 How Business environment has changed over a period of time?
 Concept of Globalization
 Intercultural sensitivity, Diverse teams, Cross cultural working environments
 Leadership skills (requirement and role of communication skills in it)
What do experts say?
Asian countries, consider English language proficiency as one of the
major criteria for the recruitment purpose (Ayokanmbi, 2011; Pratoomrat &
Rajprasit, 2014; Marina & Rajprasit, 2014).
Aspiring minds’ (2016) employability report: 17.91% of engineers are
employable for the software services sector, 3.67% for software products
Robert Hall International: 1,000 employers in the United States revealed
that 96% of the executives voiced the need of effective communication
skills to excel in career (Fisher, 1998).
The wall street Journal: leadership and communication skills most in
demand and necessary to stand out from the competition (Perry, 2002).
Classic miscommunication
examples
 For sale: an antique desk suitable for ladies with thick legs and
large drawers.
 Dog for sale: eats anything and is fond of children.
 Used Cars: Why go elsewhere to be cheated? Come here first!
Role of perception in
communication
 Ability to see
 What we have seen in the past
 What we are prepared to see
 What we want to see
 Importance of Feedback
We may say that communication has
occurred only when the message has been
understood.
Understanding occurs in the mind of the
receiver.
Feedback is critical to ensure that
accurate understanding of the message
has occurred.
Constructive and Destructive feedback

Constructive Destructive
 tries to imrove the  Derogatory
current situation.  Hurting
 positive and correct  Harmful
tone of message.
 e.g-The design needs e.g-This design is
to be reviewed from absolutely useless and
the practical angle impractical and lacks
attention to little
and minute issues. details.
Feedback
Some points while giving feedback:
 Avoid giving bitter feedback directly
 Look at areas that can be improved upon
 Do not highlight the negative areas too much
 Do not settle your personal scores while giving
feedback
 Explain your limitations
 Take time to give feedback
Feedback
Some points while receiving feedback:
 Listen to the person and be more open to receive
feedback
 Avoid giving justifications as much as possible
 Focus on the key areas where you can improve
 You may choose to ignore some of the feedback given
Feedback
Some ways to be more comfortable and confident
when receiving feedback:
 Be open-minded
 Look for the lesson
 Ask clarifying questions
 Ask for their advice
 Suspend judgment: depersonalize it
 Say thank you
Feedback at the Workplace
 Feedback: Denotation and connotation
 Constructive Feedback: Improve the current situation with the right
tone
 Destructive Feedback: Derogatory and does more damage than
good
 E.g. This report is useless and will not serve any purpose.
 This report can be modified with better clarity and we need to work
on the content.
Consider while giving feedback
 Avoid giving bitter feedback directly
 E.g. Your performance at work has been very poor this year.
 Your performance needs improvement from this year.

 Look at the areas that can be improved upon

 Do not highlight the negative areas too much
 Do not settle your personal scores while giving feedback
 When forced to give a certain kind of feedback, explain your limitation
 Take your time to give feedback
Consider while receiving feedback
 Listen and be open to receive feedback
 Avoid giving justification as much as possible
 Focus on the key areas where you can improve
 You may choose to ignore some of the feedback given
Barriers to Communication
 Sender Oriented Barriers
 Verbal and non verbal barriers
 Cross Cultural Barriers
 Physical Barriers
Sender Oriented Barriers
 Differences in perceptions and Halo Effect
 Frame of references and attitude
 Emotional excesses
 Allness and closemindedness
 Slanting
 Premature evaluation/pre-conceived notions/inferences
 Interpersonal relationships
Verbal and non verbal barriers
 Language
 Semantics-related to words and their use
 E.g. Homophones (buy-bye), Homonyms (noun bear-bear verb),
homograph (lead, lead)
 Poor vocabulary
 Roundabout verbiage
 Punctuation and grammar
 Emotions
 Body Language
Cross Cultural Barriers

 Cultural values
 Hierarchy
 Personal Space
 Individuality
Physical and other Barriers
 Noise
 Filters
 Failure of Communication channels
Receiver’s Barriers
 Misunderstandings
 Lack of interest
 Physical and psychological distractions
 Listener’s bias
 Inability to comprehend
The seven C’s
 Principles tells us how your message can
becomes effective for your target group.

 Principles also tell about style and importance

of the message.

 Principles commonly known as 7 C’s of effective

communication.
 Seven C’s
 Completeness- Brings desired response (includes all five Ws: what,
when, who, where and why of any message.)
 Conciseness - Saves time (no repetition, only relevant information).
 Consideration–understanding of human nature (Focus on positivity
i.e. what can be done and on personal honor, truthfulness and
sincerity).
 Concreteness- reinforces confidence (use of specific facts and figures
and avoiding uncertainty)
 Clarity- makes comprehension easier (it requires short, familiar
conversational words, use of examples and illustrations).
 Courtesy- builds relations (thoughtfulness, immediate reply etc).
 Correctness- (avoid informal language, non discriminatory words etc)
Seven C’s of Effective
Communication
1. Completeness
2. Conciseness
3. Consideration
4. Concreteness
5. Clarity
6. Courtesy
7. Correctness
The seven C’s
1) Completeness

Message Receiver- either listener

or reader, desires complete
information to their question
Five W’s
One way to make your message complete is to answer the
five W’s.
 WHO?
 WHAT?
 WHEN?
 WHERE?
 WHY?
Useful for requests, announcements, or other informative
messages.

Eg: to order (request) merchandise, make clear WHAT

you want, WHEN u need it, WHERE it is to be sent.

Eg: “I will reach Delhi airport tomorrow”

 Complete communication develops and enhances
reputation of an organization.

 It leaves no questions in the mind of receiver

 better decision-making

 It persuades the audience

 Cost and time saving

At the end we can say that, you must provide:

1. All necessary information as requested

2. Answers to all the questions carefully.

3. Provide some more information, just to maintain

good relations but not out of context.

Eg- When factory supervisor instructs workers to

produce, he must specify the exact size, shape,
quality and cost of the product. Any assumption
behind the message should also be clarified.
Hi everyone
I just wanted to send you all a reminder about the
meeting we are having tomorrow.

See you then

Chris
2) Conciseness
 Conciseness means “convey the message by
using fewest words.”

 “Conciseness is the prerequisite to effective

business communication.”

 Hence a concise message saves time and

expenses for both the parties.
How To achieve the conciseness
?
For achieving conciseness consider
the following.

1. Avoid wordy expression

2.Include only relevant material

3. Avoid unnecessary repetition.

Avoid Wordy Expression
E.g.
Instead of “at this time” you can just use only a
concise word:- NOW
“ in the event” :- If

Always try to use “To the point Approach” in

business scenario perspective.
 Include only relevant information
 Always try to provide only relevant information to the
receiver of the message.
Lets say one of your customer requested
 for clients of the company
 in reply you should provide simply list of clients at the panel of your
company.
 No need to provide detailed business information about client at all

 Observe the following suggestions to “Include only

relevant information.”
 Stick to the purpose of message
 Delete irrelevant words
 Avoid long introduction, unnecessary explanation etc.
 Get to the important point concisely.
Avoid un-necessary Repetition
 Some times repetition is necessary for focusing
some special issue.

 But when the same thing is said without two or

three reasons, the message become wordy and
boring.

 That’s why try to avoid Un-necessary repetition.

Some ways to eliminate unnecessary words
 Use shorter name after you have mentioned the
long once. e.g.
Spectrum communications Private limited use
spectrum.

 Use pronouns or initials E.g.

Instead of world trade organization use WTO
or You can use IT for Information Technology.(
keeping in views that receiver knows about
these terms)
3) Consideration
 Consideration means – To consider the receiver’s
Interest/Intention.

 It is very important in effective communication

that you should always keep in mind your target
group.

 Consideration is very important “C” among all the

seven C’s.
Three specific ways to indicate consideration
i-Focus on “you” instead of “I” or “We”

ii-Show audience benefit or interest of the receiver

iii-Emphasize positive, pleasant facts.

Using “you” help you, but over use lead a negative
reaction.
Always write a message in such a way how audience
should be benefited from it. e.g.
We attitude
I am delighted to announce that we will extend the
shopping hours.
You attitude
“You will be able to shop in the evening with the
extended hours.”
Readers may react positively when benefits are shown
to them.
 Always try to address his/her needs and wants.

 Always show/write to reader………… what has been

done so far as his/her query is concerned.

 Emphasize on pleasant and positive facts

 Emphasize on “what is possible” rather than “what

is impossible”.
 Negative – Unpleasant: “ It is impossible to open an
account for you today.”

 Positive – Pleasant: “As soon as your signature card

reaches us we will open an account for you.”
 4) Concreteness
 It means that message should be specific instead of
general. Misunderstanding of words creates problems for
both parties (sender and receiver).

 When you talk to your client always use facts and figures
instead of generic or irrelevant information.
The following guidelines should help you to achieve
the Concreteness.

i- use specific facts and figures

ii-choose image building words

e.g
General
He is very intelligent student of class and stood first
in the class.
Concrete

“Ali’s GPA in B.Sc Electrical Engineering 2013 session

was 3.95/4.0, he stood first in his class.”

 Concrete messages are not

misinterpreted.

Consider this Advertisement:

“The lunch box wizard will save you time everyday.”
 No passion
 No vivid detail
 Nothing that creates emotion

Hence a bad example

“ How much time do you spend everyday packing your
kids lunches?
No more! Just pick up a complete Lunch Box Wizard
from your refrigerator to give your kids a healthy lunch
and have time to play or read with them.”

 Always write on a very solid ground. It should

definitely create good image as well.
 5)Clarity

“I didn’t say that I said that I didn’t

say it.

I said that I said that I didn’t say that

I didn’t say it.”

Is that CLEAR???
 In effective business communication the message
should be very much clear. So that reader can
understand it easily.

 You should always Choose precise words, rather

longer statements.

 Always choose familiar and easy words.

 If you have a choice between long words and
shorter one, always use shorter one.

 Construct effective sentences and paragraphs

Familiar Next familiar words
1-after subsequent
2-home domicile
3-for example e.g.
4-pay remuneration
5-invoice statement for payments
6) Courtesy
 Knowing your audience allows you to use
statements of courtesy; be aware of your message
receiver.

 True courtesy involves being aware not only of the

perspective of others, but also their feelings.
courtesy stems from a sincere you-attitude.
 Although appling socially accepted manners is a form
of courtesy .

 It is not merely politeness with mechanical insertions

of “please” and “Thank you” .

 Politeness grows out respect and concern for others.

 Courteous communication generates a special tone in

their writing and speaking.
 How to generate a Courteous Tone ?
The following are suggestions for generating a
courteous tone:

 Be sincerely tactful, thoughtful and appreciative.

 Use expressions that show respect for the others
 Choose nondiscriminatory expressions

 Though few people are unintentionally abrupt or

blunt, these negative traits are common cause of
discourtesy.
Avoid expression like those in the left hand
column below; rephrase them as shown in the
right-hand column

Tactless, Blunt More Tactful

Stupid letter; I can’t I should understand it,

understand could you please explain it
once again ..?

Its your fault, you did not Sometimes my wording is

properly read my latest not precise; let me try
FAX again
Thoughtfulness and Appreciation
Writers who send cordial, courteous
messages of deserved congratulations
and appreciation (to a person inside &
outside) help to build goodwill. The
value of goodwill or public esteem for
the firm may be worth thousands of
dollars.
7) Correctness
 At the core of correctness is proper grammar,
punctuation and spelling.

 A message must be perfect grammatically and

mechanically

 The term correctness, as applied to business

messages also mean three characteristics
o Use the right level of language
o Check the accuracy of figures, facts and words
o Maintain acceptable writing mechanics
Use the right Level of Language
We suggest that there are three level of language
1. formal
2. informal
3. substandard.

Take a quick guess: what kind of writing is

associated with each level? What is the style
of each?
Formal and Informal Words
Formal writing is often associated with scholarly writing:
doctoral dissertations, scholarly, legal documents, top-
level government agreements and other material where
formality is demanded.
Informal writing is more characteristic of business
writing. Here you use words that are short, well-known
and conversational as in this comparison list:
More Formal less formal
Participate Join
Endeavor try
Ascertain find out
Utilize use
Interrogate question
Substandard Language
Avoid substandard language.
Using incorrect words, incorrect grammar,
faulty pronunciation all suggest inability to use
good English. Some examples follow:

Substandard More Acceptable

Ain’t isn’t, aren’t
Can’t hardly can hardly
Aim to proving aim to prove
Desirous to desirous of
Stoled stolen
Facts and Figures Accuracy
Check Accuracy of Facts, Figures and words
It is impossible to convey meaning precisely, through words, from
the head of the sender to a receiver. Our goal is to be as precise as
possible, which means checking and double-checking to ensure that
the figures, facts and words you use are correct.

“A good check of your data is to have another person read and comment
on the validity of the material”

Figures and facts

 Verify your statistical data
 Double-check your totals
 Have someone else read your message if the topic involves data.
 Determine whether a “fact” has changed over time
Johari Window
 Developed by Joseph Luft and Harry Ingham in 1955.
(the word “Johari” comes from Joseph Luft and Harry
Ingham).

 The Johari Window is a communication model that can be

used to improve understanding and communication
between individuals.

 It is also used to discover your strengths, blind spots and

areas to explore.
Johari Window
Relevant due to modern emphasis on and influence of:
 Behaviour
 Soft skills
 Empathy
 Cooperation
 Team Effectiveness
 Inter personal development
TWO DIMENSIONS:

 OTHERS

 MYSELF
At the Beginning of a Relationship (left)
After a Closer Relationship Has Developed (right)
 Self-disclosure is the
process by which people
expand the Open Area
vertically.

 Feedback is the process by

which people expand this
area horizontally.
Constructive Feedback
 Purpose- Help not Hurt

 It should be specific and focused on the behaviour that can

be changed

 Limited amount of feedback

 Feedback should be clarified to avoid misunderstanding

 Accentuate the positive

Johari Window
 The four panes are
interrelated

 Changes to one pane

impacts the size of the
others

 As relationships develop,
the open area should grow
Johari Window: Advantages
 The Open Area is the ‘space’ where good communications
and cooperation occur, free from confusion, conflict and
misunderstanding.

 Working in this area with others usually allows for

enhanced individual and team effectiveness and
productivity.

 By encouraging healthy self-disclosure and sensitive

feedback, you can build a stronger and more effective team.
Summary
 Open communication is the key to job satisfaction and
personal growth

 Self-disclosure promotes communication within an

organization

 Most people want and need accurate feedback from

coworkers and supervisors
Summary
A large open window can pave the way for---

 Increased accuracy in communication

 Reduction of stress
 Increased self-awareness
 Stronger interpersonal relationships
 Helps to overcome perceptual barriers
In words of Zig Ziglar
Two key ideas behind the tool:
 Individuals can build trust
and make strong teams by
disclosing information
about themselves.

 They can learn about

themselves and come to
terms with personal issues
with the help of feedback
from others
TRANSACTIONAL
ANALYSIS
By
Navdeep Dhillon
School of Humanities and Social Sciences
Thapar Institute of Engineering and Technology
TRANSACTIONAL ANALYSIS
 The focus will be on use of TA as a Communication Tool

 How TA can be useful when people have to deal with

people?
TRANSACTIONAL ANALYSIS
 Do you remember yourself
pointing fingers at a friend
when something goes
wrong?

 Does this remind you of

your father or any parental
figure?
TRANSACTIONAL ANALYSIS
 Do you remember yourself taking
care of your friend, in the hostel
when he fell sick?

 Does this remind you of your

mother or any other parental
figure?

You behaved like a PARENT

 TRANSACTIONAL ANALYSIS
 Do you remember throwing a
tantrum when things go wrong
the way you did in your
childhood?

 Do you remember yourself

laughing and giggling just like
that?

You behaved like a CHILD

TRANSACTIONAL ANALYSIS
 Do you remember when things go
wrong, you collect facts, think and
take things through?

 Without blaming others or

without panicking, You acted very
rationally.

You behaved like an ADULT

 What is Transactional Analysis?
TRANSACTIONAL ANALYSIS is a theory by Dr. ERIC
BERNE explaining why and how:

 People think like they do

 People act like they do

 People interact/communicate with others

 TRANSACTIONAL ANALYSIS
RESPONSE
STIMULUS
TRANSACTIONAL ANALYSIS

The method of examining this one transaction

wherein “I do something and you do something
back” is called Transactional Analysis
 Major areas of TA

 Ego states
 Transactions
 Strokes and games
 Life positions
 Ego States
 Berne believed that when we interact with other people,
our state of mind affects what happens
 He believed that there were three states of mind in all
humans, no matter how old they were, called ego states.

ADULT

PARENT
CHILD
 TRANSACTIONAL ANALYSIS

 Each ego state has particular verbal and non-verbal

characteristics, which can be observed, if you are
watching people.
 Each ego state has a positive and negative aspect
 PARENT EGO STATE
 Contains the attitudes & behaviour incorporated
from external sources, primarily parents.
P
 Ingrained voice of authority, Absorbed
conditioning, Learning and attitude.
C
 When you are acting, thinking, feeling as you
observed your parents, teachers, older people,
uncles & aunts to be doing you are in your Parent A
Ego State.

 Outwardly expressed as critical & nurturing

behavior.
The Parent
 The Critical Parent  Nurturing Parent

Gives us directions and Protects and encourages,

controls and limits our provides care and love
behavior
“well-done, good, gentle,
“’bad, should, ought, caring, don't worry”
must, always,
unacceptable
Recognizing the Parent State
A person in CP state may:
 Use a patronizing, critical or
disapproving tone of voice

 Use aggressive gestures

 Come across as judgmental,

authoritarian

 Be intimidating or controlling
Recognizing the Parent State
A person in a NP stated is likely
 Use a loving, caring, comforting or
concerned tone of voice

 Use open, encouraging gestures,

smiling, leaning forward, nodding of
head

 Have a caring, understanding attitude

CHILD EGO STATE
 Contains all the impulses that come
naturally to an infant. A
 Our ‘internal’ reaction and feelings to
external events.
 Joy and laughter comes from child ego. C
 When you feel and act as you did when you
were a child, you are in your Child ego
state. A
The Child State
 Free child  Adapted child
Impulsive and Submissive and
carefree behaviors, conforming behaviors,

Communicating through Looking for approval and

feeling reassurance
Recognizing the Child State
A person in a free child state
 Uses words as wow, great,
ouch, want
 Talk loudly, energetically, free
of constraint
 Use spontaneous gestures and
expressions
 Be curious, fun-loving,
changeable
Recognizing the Child State
A person in adapted child may
 Use words such as can’t, try,
hope, please, perhaps, wish
 Come across as innocent,
helpless, sad, scared
 Act in a defiant, ashamed or
compliant way
ADULT EGO STATE
 It is related to current reality and object gathering
of information.
P
 Organized, adaptable, intelligent, functions by
reality, estimating probabilities.

 Problem solving comes from this ego state. C

 When you are dealing with current reality,
gathering facts and computing objectively, you are
in your Adult Ego State A
.
Recognizing the Adult State
A person in an Adult ego state
is likely to
 Speak in an even voice
 Have an erect posture and use
open gestures
 Be alert and thoughtful about a
problem they are facing
 Clarify the situation by careful
questioning
 Hypothesize and process
information
 Use words like correct, how, what,
why, practical, quality
 TAUGHT concept of life.

 TOUGHT concept of life.

 FELT concept of life.

PAC Responses
To a crash of rock music
PARENT
P:That horrible stuff kids listen to
today.

A:I can’t talk and think when the ADULT

music is so loud.

C:That makes me want to dance.

CHILD
 To being offered a piece of chocolate P
cake during dieting

P:Go ahead it will give you energy.

A
A:That piece of cake must have 400 calories. I
think I’ll skip it

C:What yummy Cake! I could eat the whole

thing.
C
People generally exhibit all three Ego
states.

 All three Ego states are necessary to

healthy personality

People can change the frequency of

one ego state by concentrating or
developing another
TRANSACTIONAL
ANALYSIS
(Cont.)

By
Navdeep Dhillon
School of Humanities and Social Sciences
Thapar Institute of Engineering and Technology
EGO STATES
 TAUGHT concept of life.

 THOUGHT concept of life.

 FELT concept of life.

10% meaning is in WORDS

30% meaning is in VOCAL CUES

60% meaning is in VISUAL CUES

How people say something (what others

hear?) is equally important as-
What is being said.
 TRANSACTIONS

•When we are communicating with others (verbally or nonverbally) we

are carrying out a transaction with them.

•We are both sending messages and receiving them.

•Many of our problems come from transactions which are unsuccessful.

Types of Transaction
 Complementary transactions

 Crossed transactions

 Ulterior transactions
 1.COMPLEMENTARY TRANSACTIONS
A complementary P P
transaction occurs when
a message sent from a A A
specific ego state, gets the
predicted response from
C C
a specific ego of the
respondent.
A: "Have you completed the
report?"
B: "Yes - I'm about to email it
to you.“
(This exchange was Adult to Adult)
 A: "Would you like to skip this meeting and go P P
watch a film with me instead?"
A A
B: "I'd love to - I don't want to work anymore,
what should we go see?"
C C
(This exchange was Child to Child)

Employee: “I’m so worried about my son I can’t

concentrate on the report”
Boss: “You can leave work early to go by the
hospital and see him”
(This exchange was from Child to
Parent)
 2.CROSSED TRANSACTIONS
P P
A crossed transaction
occurs when an A A
unexpected response is
made to the stimulus. An C C
inappropriate ego state is
activated, and the lines of
transacting between the
people are crossed.
A: "Have you completed the report?"
(Stimuli is directed at the Respondent’s
Adult)

B: “You are always in a hurry”

(Response is from Parent ego state)
Eg –1
Man: "Do you know where my cuff links are?"
(Stimuli is directed at Respondent’s Adult)

Wife: "You always blame me for everything!“

(Response is from child ego state)

Eg -2
Scientist A- There may be some variables we
haven’t considered for this experiment.
Scientist B-So what, who cares around here.
 3.ULTERIOR TRANSACTIONS

Ulterior transactions
always involve more
than one ego states.
WHEN AN ULTERIOR
MESSAGE IS SENT, IT
IS DISGUISED UNDER
a socially acceptable
transaction.
A: "Have you completed the
report?”
“You never finish your work on
time.”
Eg - Man: " Where have you hidden my cuff links
now?“

Eg- Car sales man: This is our finest sports car, but it
may be too racy for you.

Eg- Sam: Do you know where the X-ray is?

I can’t find anything when I need it.
Peter: Don’t worry I will find it for you
 Social Level (1)
Employee: “Here’s that report we worked on this weekend.”
Boss: “ Thanks”
 Psychological Level (2)
Boss: “You are not important.
Negative stroking behavior.

 Social Level (1)

Employee: “Here’s that report we worked on this weekend”
Boss: “Thanks, Joe, I know you worked overtime on this and we really
appreciate your efforts. It’s employees like you who help make this
company great!”

 Psychological Level (2)

Boss: “You’re really important, and I recognize you.”
Positive stroking behavior.
Case study
 Bob was the leader of his group of friends and
it was he who always set the time that they
should meet, where they should go and what
they ‘should do’. He often shook his finger at
his friends reprovingly. People in his circle of
friends eventually got fed up of him and many
left the group.
Case study
 Mary and Joan were good friends and they went
everywhere together. When Joan’s mother died
it was Mary who looked after her and often put
her arm around Joan saying such words as ‘Don’t
worry about things. I will help you with all your
work; I love you a lot you know’.
Case study
 James decided to go and see his aunt who lived in the next
town – as he had never left his town before, he had to get
his map out to work out how he would get there – this he
did successfully and he got to his aunt’s house at the time
he said he would. Thus we can see that James used his
adult ego state to work out logically, given the facts, how to
solve a given problem.
Case study
 When john’s mother died when he was three years old, he was
too young to really understand what had happened, he just felt
hurt that his mother had gone away. When he was fifteen years
of age, John had a hard time trusting women – he often
complained that women left him and let him down a lot when
he most needed them. Other people felt that women were
really good to him and helped him a lot.
Case study
 Fiona when a small girl could get her father to do
anything she really wanted. Indeed as she grew
up she was very good at managing to get men to
do what she wanted. Later, she was fired from
several jobs by her bosses who said they felt she
was manipulating them.
1. Manager: “You’re three hours late, I want an explanation.”
Employee: “I’m really sorry, I slept through the alarm, it won’t
happen again, I promise.”

2. Scientist A: There may be some variables we haven’t considered for

this experiment.
Scientist B: So what, who cares around here.

3. Employee: “Sorry, I won’t have the project document ready for

tomorrow’s deadline.”
Manager: “It’s okay. I’ve been thinking of assigning the job to
someone else anyway.”

4. Salesman: “This car has got everything you’d ever want from a
performance sports car, but it may be too expensive for you.”
Customer: “Well let’s give it a test drive.”

5. Son: “I have to finish a report tonight that’s due tomorrow.”

Father: “Why do you always leave things for the last minute?”
TA can help you
 Respond to a person and situation more
appropriately.
 Build rapport.
 Understand someone else’s needs.
 Deal more effectively with difficult people.
 Be assertive.
 Understand how and why you behave the way you
do.
 “The most important thing in
communication is to hear what
is not being said”
-Peter Drucker
Types of Non-verbal
Communication
Kinesics
Proxemics
Chronemics
Occulesics
Paralanguage or Para Linguistics
Artifacts
Haptics
Kinesics
the study of posture, movement,

gestures and facial expressions

 Functions
• Replacing spoken
messages.
•Reinforcing
verbal messages
Some common postures:
• arms folded across the chest : unsympathetic
• arms held loose : open positive attitude
• upright posture : high status , I am the boss
• bowing head : lower status
• sideway lean : relaxation, friendliness
• self wrapping : withdrawal, self protection
• slouching with forward lean : lowliness
• moderately upright : enthusiasm, friendliness
The Face
 The face is an important source of information.
 Since the face cannot be easily hidden, it is an
important source of nonverbal information and
communicates a variety of emotions.
 In addition, eye contact, pupil size, and the smile
provide additional cues to informed observers.
Facial expressions
Six basic emotions
Knowing how to read body language is a useful communication skill. So is
knowing how to use it.There are two basic groups of body language
postures: OPEN/CLOSED and FORWARD/BACK

OPEN/CLOSED is the most obvious. People with arms folded and legs
crossed and bodies turned away are signalling that they are rejecting
messages. People showing open hands, fully facing you and both feet
planted on the ground are accepting them.

FORWARD/BACK indicates whether people are actively or passively

reacting to communication. When they are leaning forward and pointing
towards you they are actively accepting or rejecting the message. When
they are leaning back, looking up at the ceiling, doodling on a pad, cleaning
their glasses they are either passively absorbing or ignoring it.

The posture groups combine to create four basic modes: responsive,

reflective, combative and fugitive.
In responsive mode, OPEN/FORWARD the person is actively accepting.
This is the time to close the sale, ask for agreement, demand a concession

In reflective mode, OPEN/BACK, people are interested and receptive but

not actively accepting. Trying to close the sale or asking for agreement now
may drive them away into fugitive mode. This is the time to present further
facts and incentives. It may also be a good time to keep quiet and let them
think.

In fugitive mode, CLOSED/BACK, people are trying to escape physically

through the door or mentally into boredom. This is the time to spark interest
in any way you can, even irrelevant to the message.

Finally, in combative mode, CLOSED/FORWARD, there is active

resistance. This is the time to defuse anger, avoid contradiction and outright
argument and to steer them into reflective mode.

How these modes are expressed in posture and gestures varies from
culture to culture.
Gesture clusters for each of the positions i.e. responsive, reflective,
combative and fugitive are as below:
Responsive
EAGER (sprint position) READY TO AGREE
♦Open Legs  closes papers
♦Feet under Chair  Pen Down
♦On Toes  Hands Flat on Table
♦Leaning Forward ENGAGED leaning forward
 Open Body
 Open Arms
 Open Hands
Reflective
 LISTENING with head  EVALUATING : sucking
tilted glasses / pencil
 Lots of Eye Contact  Stroking Chin
 Nodding  Looking Up and Right
 High Blink Rate  Legs crossed in 4 pos.
 Ankle on Knee

 ATTENTIVE (standing)
 Arms behind Back
 Smile
 Open Feet
Combative

LET ME SPEAK
 finger tapping  leaning forwards
 Foot Tapping  Finger Pointing
 Staring  Fists Clenched
Fugitive
BORED LET ME GO
 Slumped Posture  Looking Around
 Doodling  Buttoning Jacket
 Foot Tapping  REJECTION
 Staring into space sitting/moving back
 Arms Folded
 Legs Crossed
 Thigh on Knee
 Head Down
 Frown
 Several gestures indicate
openness and sincerety.
Open hands,
unbuttoned coat or collar,
leaning slightly forward in the
chair,
removing coat or jacket,
uncrossing arms and legs,
moving closer.
 When people are proud of what they
have done, they usually show their
hands quite openly.
When they are not often put their
hands into their pockets, or hide
back
When people show signals of
openness that means they are
generally beginning very comfortable
in your presence which is good.
 People who are defensive usually
have
a rigid body,
arms or legs tightly crossed,
eyes glancing sideways or darting
occasionaly,
minimal eye contact,
lips pursed, fists clenched and
downcast head.
 Evaluation gestures say that the
other person is being thoughtful
or is considering what you are
saying. Sometimes in a friendly
way sometimes in an unfriendly
way.
Typical evaluation gestures include:
tilted head,
hand to cheek,
leaning forward and
chin stroking.
 These unproductive feelings
are usually conveyed by the
Drumming of fingers
Cupping the head in the
palm of the hand,
Foot swinging
Brushing or picking a lint
Looking at your watch or the
exit.
This is an emotion that you
love to see in other people
and they in you.
It is conveyed by
A small upper or inward smile,
Hands open and arms
extended outward,
Eyes wide an alert,
A lively and bouncy walk,
A lively and well-modulated
voice.
Handshakes
 The knuckle Grinder
Dead fish
 Double Handed Hand Shake

The intention of the double-handed handshake is to show sincerity, trust or depth of

feeling towards the receiver. Left hand is used to communicate the extra feeling that
the initiator wishes to transmit and its extent is related to the distance that the
initiator’s left hand is moved up the receiver’s right arm.

Elbow Grasp - The elbow grasp, transmits more feeling than the wrist hold, and
the shoulder hold.
-the wrist hold and the elbow grasp are acceptable only between close friends or
relatives.
Proxemics-Space Language

(study of distance individuals maintain between each other while

interacting and its significance)
 Zone Distances

Intimate Zone
Only those who are emotionally close to that person are permitted to enter it.
This includes parents, spouse, children, close friends and relatives
Personal Zone
we stand from others at cocktail parties, office parties, social functions and friendly
gatherings.
Social Zone
We stand at this distance from strangers, the plumber or carpenter doing repairs
around our home, the postman, the local shopkeeper, the new employee at work and
people whom we do not know very well.
Public Zone
Whenever we address a large group of people, this is the comfortable distance at
which we choose to stand.
WHEN YOU INVADE MY SPACE

Reactions to an invasion of your space

• Feel troubled

• Get defensive

• Become aggressive

• Retaliate
 OCCULESICS
“Eyes are so transparent
that through them
one sees the soul”

“Look a person in the

Eye when you
Talk to him”
 GAZE BEHAVIOUR

• FORMAL GAZE

• INFORMAL GAZE

• PERSONAL GAZE

• LATERAL GAZE
 PURPOSE FOR EYE CONTACT

• SPEAKING INFORMATION
• SHOWING ATTENTION AND INTEREST
• INVITING AND CONTROLLING INTERACTION
• DOMINEERING, THREATENING, INFLUENCING
OTHERS
• PROVIDING FEEDBACK DURING SPEECH
Too much eye contact: dominance, lack of respect,
threat, wish to insult
Too little eye contact: not paying attention, impolite,
insincere,shy

Withdrawing eyes: signal of submission

Paralinguistics

Paralinguistic features – non-word

characteristics of spoken language..
It includes characteristics like speaking speed, volume, pitch,
pauses, rhythm, quality and voice modulation. As a good speaker,
you need to focus on your paralanguage to effectively connect with

your audience.
•Voice
•Pitch variation
 monotones fail to keep listener’s attention
People in authority or When excited speak in high
pitched voice
•Speaking Speed
Fluency in language is not the same thing as the
speed of speaking
 present easy parts of message at a brisk pace and
difficult, complicated parts at slower pace.
In state of anxiety, urgency we speak fast and when
relaxed at a comfortable speed.
Volume Variation

Loudness of our voice should be adjusted

according to size of audience
Some speakers believe only way to sound
convincing is to speak louder
Proper word stress
Non fluencies

Pauses often inserted with sounds like ah, oh, uh,

um, you know, OK, yawning, laughing, chuckling…
Carefully and sparingly used they add fluency to
speaker, give them time to breathe/ relax, make
listener more alert
Too frequent insertions may irritate listener
Time (Chronemics)
Chronemics is the study of the use of time
in nonverbal communication. ... Time
perceptions include punctuality, willingness
to wait, and time spent in different
interactions. The use of time can affect
lifestyles, daily agendas, speed of speech,
movements and how long people are
willing to listen.
Time (Chronemics)
•Attitudes toward time vary from culture to
culture.
•Countries that follow monochronic time
perform only one major activity at a time
(U.S., England, Switzerland, Germany).
•Countries that follow polychronic time work
on several activities simultaneously (Latin
America, the Mediterranean, the Arabs).
Artifacts
Objectives - study of human use of
clothing & other artifacts
as nonverbal codes.
Touch (Haptics)
Touch can communicate :
– Attention.
– Affection.
– Greetings.
– Departures.
– Support.

Touch, when used properly, may create feelings

of warmth and trust; when used improperly, touch
may cause annoyance and betray trust.
 Technical
Writing Process
Different from Other Forms of
Writing
 No emotional content and personal thought process
 Economical
 Reader oriented
 Simplicity
 Quality not quantity matters
Characteristics of Good Writing
 Choosing the Right Words
 Forming Correct Sentences
 Getting the Paragraphs Right
Choosing the Right Words

 Familiar Words:
 Examples: I fail to contemplate what makes me vulnerable
to such dispiriting behaviour of the management. My
contemporaries who on the other hand have been
mediocre, have been bestowed with better rewards.
 Garrulous: Talkative
 Pertinent: relevant
 Concurrent: Simultaneous
 Disseminating info: giving info
 Avoid SMS language
Choosing the Right Words
Contd..
Simple Words
 Pursuit Search
 Audacity Courage
 Anomaly Irregularity
 Apropos regarding
 Anguish pain
 Alacrity eagerness
Choosing the Right Words
Contd..
Concise Words:
 We Lost money last year
 Our losses were rs 100000 last year.
 The Employee turnover was significant.
 The Employee turnover was 10%.
 Lets meet next week.
 Lets meet next Monday at 10 am.
Choosing the Right Words
Contd..
Unbiased words
 Gender:
 E.g. If an employee violates the internet security policy, he
is liable to be terminated.
 A violation of the internet security policy will lead to
termination.
 Race or Religion:
My assistant who is a Tamilian, is really hardworking
 Disability: Physically handicapped Mary is a good
employee.
 Age bias: Young people in the office have spoilt the
work culture.
Few more points to remember
 Restrict the use of negative words
 E.g. This kind of callous and indifferent behavior is not
expected of you.
 Company expects more commitment and better conduct
from you.
 Use Right Set of Words
 His attitude on the issue of discrimination is noteworthy.
 He has completely wrong attitude about himself.
 His attitude towards work should be more positive.
Forming Correct Sentence
Core ideas put together logically
 Step 1: Collect all the information
 Raja has worked in the company for quite a few years.
He has decided to quit the company and we have
decided to give him a farewell this month-end. We
may plan a gift for him.
Forming Correct Sentence
 Step2: Plan What You Want to Write:
 Kumar is very hard working. He has been absent for
last couple of days. This is due to his bad health. His
performance has also come down.
 Kumar has been absent for the last three days due to
his bad health. Although an extremely hard worker, he
has not been able to maintain his performance levels
like before.
 Kumar is extremely hardworking; however, he has not
been performing like before. Due to his bad health, he
is absent for the last three days.
Forming Correct Sentence
Step 3 Construct the Sentence:
 Should not be too long or choppy
 The employee turnover for the year 2009-10 has been
extremely high with over 2500 employees leaving the
company which may have been higher than the
previous years.
 The employee turnover for the year 2009-10 has been
extremely high. Many employees have left the
organization. This is higher than the previous year.
Forming Correct Sentence
 The restaurant served excellent food. It was only two
years old.

 The restaurant, which was only two years old, served

excellent food.
Forming Correct Sentence
Step 4. Connect the sentences:
Do not overexpress
 We would like to reassure you about the fact that your
shipment will be on time.
 We assure you that you will be receiving your shipment on
time.
Do not Beat about the Bush
 As far as we understand all our dues have been cleared till
date and we should be able to get a fresh sanction of the
loan.
 All our dues have been cleared and we are looking for a
fresh loan.
Forming Correct Sentence
Put related ideas together
 John’s performance has declined. He has bought a new
car.
 John’s performance declined after he bought a car.
Getting the Paragraphs Right
Types
 Narrative: tell about a scene or event, usually
chronological
 Descriptive: vivid descriptions of one subject, appeals
to senses
 Expository: provide information/explains a process
 Persuasive: gets the reader to accept a particular point
of view, facts/research
Basic Elements
 Unity: related to topic sentence
 Related to the theme and the related ideas

 Order: chronological, order of importance, any other

logical sequence
 Follows a pattern
Basic Elements
 Coherence: Sentences interconnected and form a
whole together
 Use of transitional words and sentences provides
coherence
 E.g.: Order (first, second, third) ; Spatial relation
(above, below); logic (further, in fact, in addition), etc.

 Completeness: Clarity and sentences support main

idea
Components
 Topic Sentence
 Supporting Details
 Transitional Words
 Concluding Sentence
Topic Sentence

 Single controlling idea

 To grab Readers’ attention
 What to come
 Must be catchy
 Title: The Hazards of Movie-going
 Topic Sentence: I like watching movies but I prefer
watching them at home.
Supporting Details
 Facts
 Descriptions
 Examples
 First Supporting Idea (Topic Sentence): just getting
to the theater presents difficulties
• bad weather
• long drive and limited parking space
• long waiting to buy ticket
Supporting Details
 Second Supporting Idea (Topic Sentence): facing
the problems of the theater itself
• old theater's problems such as smelly carpet, worn-
out seat, etc.
• new theater's problems such as smaller size, noise
from next movie theater, etc.

 Third Supporting Idea (Topic Sentence): Some of

the patrons are annoying
• bad behavior such as running, talking loud, etc.
• human noise and disturbance
Transitional Words
 Transition to the next point
 Transitional words between sentences builds unity and
coherence E.g.: next, similarly, for instance, etc.
Concluding Sentence
 Driving final point home
 Restate the claims made in topic sentence
 Reinforces the central point
 Restate thesis: I prefer to watch movies at home
where it is comfortable, clean and safe.
Example
 Sunday is my favorite day of the week. I like it because on Sunday, I watch

football. On other days, I also get to watch football but not all day. There are

other sports on other days to watch on TV. Sunday lunch is a favorite of

mine because I eat with my father in front of the TV. All the other days, I

have to eat at the table which is less fun. Some days my dad doesn’t make it

home from work until after I’m in bed. Some weeks my dad travels, and I

don’t see him for several days. The highlight of the day is when we watch

the Dolphins play. Dad and I get so excited, we yell and cheer together. The

thing that I like to do best in the world is watch TV with my dad.

Example
 Revised Draft
 Sunday is my favorite day because I spend the day
watching football with my dad. On Sunday, unlike the
other days of the week when he works, my dad spends
the whole day with me watching football on TV. We
even eat lunch together while watching. The highlight
of the day is watching the Dolphins game. Usually,
Dad and I get so excited, we yell and cheer together.
On Sundays, I get to combine watching my favorite
sport and spending time with my favorite person—
what a great day!
Communication in an Organization

Self Study
Communication in an Organization

 The need for Communication

 Types of Communication:
 Internal
 Formal
 Informal (grapevine)

 External
 Formal
 Informal
Flow of Information
 Upward
 Downward
 Horizontal
 Diagonal and Cross Communication
A document with a objective of persuading a target
audience about an issue,product,or process
•internal-within organizations.

•external-external agencies e.g banks etc,

•solicited-reponding to a request for proposal

•unsolicited-without specific requests.

Difference between a report and a Proposal
Report Proposal
 Informative  Persuasive
 Written  Written
 Almost always solicited  may be solicited or
 may or may not unsolicited.
contain  Contains
recommendations recommendations
Characteristics of a proposal
5Ws and 1H
 Why-Why will the receiver look at the proposal.
 Who-Who is responsible for the project or task?
 What-What is the task at hand?
 When-When will the project be completed?
 Where-Where will the project or task be delivered?
 How-How will the work be done?
Structure of the proposal
 Introduction
 Background of the problem
 Scope
 Analysis of the problem
 Solution(approach,plan of work,evaluation, cost)
 Closing
Introduction, background of the
problem,scope
 Information about your organization and the
expertise, work done in the related area, overview of
the contents.
 Understanding of the problem,convincing the reader
about your ability to solve the problem.
 Definition of boundaries of the project
Analysis of the requirement, solution
 Understanding and presentation of the need for the
proposal.
 Plan of action to achieve the objective
 plan of work
 schedule of work
 costs(break up,mode of payments etc.)
 Stress upon the benefits
 Statement of qualification(referrals from your existing
clients)
Closing
 Explain merits in greater detail.
 Key points
 Summarise
 Why you/your organization are best for the job.
Points to be kept in mind

 Logical plan
 Stress upon the benefits
 Illustrate your suitability
 Give statement of qualification.
 Make the proposal attractive
 Error free
 Do not make reader search for information.
Checklist
 Understand why you are writing the proposal
 Divide proposal text into sections and subsections
 Check for standard templates
 Use the persuasive approach.
 Stick to the template while responding to
RFPs(request for proposal)
RESUME WRITING
RESUME WRITING

By
Navdeep Dhillon
School of Humanities and Social Sciences
Thapar Institute of Engineering and
Technology
What is a resume?
 A resume is a
personal summary of your
professional history and
qualifications.
 It includes information
about your career goals,
education,workexperience,
activities, honors, and any
special skills customized
to the target job
Difference between Resume, Curriculum vitae
(CV) and a bio data
 Resume: An outline of what you are, does not list all the details,
showcases specific skills customized the target job.

 CV: Contains details related to education and life, has more in depth
details than a Resume, covers general talent rather than specific skills
for any specific position.

 Bio data: Short form for Biographical Data, an archaic term for
Resume or CV, the focus is on personal particulars like name, gender,
date of birth, religion, race, nationality, residence, marital status etc.
used while applying for immigration to another country.
A good resume
- Clarity

- Precision

- Honesty
General Guidelines
 Length: It is best to limit an entry-level resume to one
typed page. Be as concise as possible in stating
information in each section of your resume.

 Font: Avoid fonts smaller than 10 point and larger

than 12 point.

 Paper: Use 8 1/2” x 11” 20 lb paper. Print your resume

with a laser or high quality ink-jet printer.
Know what you have to offer
 Think functional skills & personal qualities

 Build your list of…

 work experience
 academics
 volunteer work
 classes
 course projects
 Your resume can then:
 Focus on skills & qualities you want to use most
 Present your strengths based on the employers needs

 Follow the three tenets of resume writing:

 Every resume has a purpose
 Everything on your resume supports that purpose
 The items that best support your purpose come first
Effective Resume
 A resume is a persuasive document and language, style are suited to
this purpose.
 It should include a clear career objectives section with words and
sentences conveying a strong positive message.
 Detailed job responsibilities in the previous jobs.
 Practical experience in the academics to be displayed.
 Achievements in the relevant sections
 Complete list of references
 Other interests to be mentioned.
 Name of the applicant
Address
Phone number
E-mail

Professional Objective/Statement of Purpose: One sentence thesis

Education (Listed in reverse chronological order)

Degree in Subject, Institution, Date
Specialization

Work Experience (Listed in reverse chronological order)

Place of employment (Organization and place), Dates
Position occupied
Chief responsibilities
Accomplishments and awards
Kind of accomplishments (patents ,publications, language skills , etc.) ,
Date, Title of the award , Awarding Organization , Date

Other Relevant Information / Interests and Hobbies

(list in descending order of importance)
Extra – curricular activity, place, date

References
List names and contact information of 2-3 referees who know you and
your work in sufficient details
Bad example: Good example:
Address: 57 Residency Greens Rahul Srivastav
New Delhi 57 Residency Greens, New Delhi
Tel: 07900xxxxx Mob: 079 33xxxxx
Email:coolguy007@hotmail. com Email: [email protected]
DoB: 27 February 1985
Nationality: British
Gender: Male
Marital-status: Single
 Objective:
 I am a hard-working individual who enjoys working. I am excellent
at meeting deadlines. I have two years of experience in business and
I would like to contribute to a business with my excellent skills and
past work experience.

(Bad example)

 To work efficiently and effectively as well as grow with a prestigious

organization in the field of Electronics Engineering so as to achieve
self-realization and accomplish organizational goals.

(Good example)
 Rahul Srivastav
57 Residency Greens, New Delhi
Mob: 079 33xxxxx
Email: [email protected]

Objective: To obtain entry- level position as a trainee engineer with Orient Technologies, allowing me to utilize my
education and internship experience while gaining valuable work experience in a team oriented environment.
Education
 Listed in reverse chronological order

 Degree in Subject,

 Institution,

 Date

 Specialization
Education and qualifications
Bad example:
1991 – 1992 Collingham Gardens Nursery
1992 – 1996 Stamford Primary School
1996 – 2002 Hall Green Secondary School
2002 – 2004 A-Levels Sandwell Sixth Form College
• English: A*
• Mathematics: C
• Biology: B
• Geography: A
• Business: C
October 2004 – June 2007 UCB, Birmingham BSc Psychology
Education and qualifications
Good example:
Education and Training
2009 – 2013 BSc Computer Science (Hons) Aston University
1st Class Degree with Professional Placement

Relevant Modules:
Professional and Social Aspects of Computing (73%)
Data Modelling and Database Systems (59%)
Understanding Information Systems (93%)
Information Security (67%)
Human-Computer Interaction (80%)

2007 – 2009 BTEC National Diploma in IT Hall Green College

Grade Achieved: Triple Distinction*

2000 – 2007 Bournville Secondary School

8 GCSEs at grades A*–C.
 Rahul Srivastav
57 Residency Greens, New Delhi
Mob: 079 33xxxxx
Email: [email protected]

Objective: To obtain entry- level position as a trainee engineer with Orient Technologies, allowing me to utilize my
education and internship experience while gaining valuable work experience in a team oriented environment.

Education: 2009 – 2013 BSc Computer Science (Hons), Aston University, 8.5/10 CGPA
Relevant Modules: Professional and Social Aspects of Computing (73%)
Data Modelling and Database Systems (59%)
Understanding Information Systems (93%)
Information Security (67%)
Human-Computer Interaction (80%)
2007 – 2009 BTEC National Diploma in IT, Hall Green College (Grade Achieved: Triple Distinction)
2000 – 2007 Bournville Secondary School (8 GCSEs at grades A*–C.
Work Experience
 Listed in reverse chronological order

 Dates of employment

 Place of employment (Organization and place),

 Position occupied

 Chief responsibilities

 Your key achievements/ accomplishments

Employment and Work History

 Use bullet points

 Start each line with an action verb
(present tense for current job)
 Tailor skills and experiences to the job you are
applying for
 Be concise
Employment and Work History
Bad example:
2011 – Present IT Support Assistant ABC Electronics Ltd.
2008 – 2011 IT Admin Dana Corporation
2006 – 2008 IT Assistant M&M Electric Vehicles Ltd.
2005 Cleaner K Lacey Ltd.
2003 – 2005 Housekeeper Plaza Hotel
2002 Packer Packaging Products Ltd.
2000 – 2001 Cleaner TB Group Inc.
 Employment and Work History
Good example:
Employment history
Jun 2008 – Present IT Manager Maplins
• Mentoring and training new IT staff;
• Researching, installing and configuring new computer systems;
• Ensuring that all relevant licensing laws are adhered to;
• Keeping up to date with the latest technologies.

Oct 2003 – Jun 2008 IT Support Officer Ladypool Warehouse Ltd.

• Provided extensive IT support to internal and external stakeholders;
• Installed and configured computer hardware operating systems and applications;
• Monitored and maintained computer systems and networks;
• Resolved, diagnosed and solved network problems and relevant software faults.

Jan 1999 – Sept 2003 IT Admin West London Council

• Produced Requirements Documentation (diagrams and workflow);
• Maintained the computer network and information systems.
1996 – 1999 Various jobs Retail (sectors)
 Projects:
Project Title
Project outline (what was the project all about and what did you do)

 Professional Proficiency: (tell about yourself)

Key skills
Certificate courses
Paper presentation

 Achievements
Hobbies and interests
 Keep it short and to the point (maximum 2-3 lines)
 Be specific
 Don’t list down your interests- describe them in paragraph
 Keep it real and don’t exaggerate

I enjoy skiing, hiking, playing football, bird-watching and going

to Church on Sundays.
Bad example

I enjoy reading non-fiction books, solving puzzles and socializing

with friends and family.
Good example
References

 Full name
 Designation
 Affiliation
 Email
 Phone number
 Mr Evan
Tesco Birmingham, West Midlands, B55 1KE, United Kingdom, Europe,
World, Universe.
Tel: 078 4320 3833
E-mail: [email protected]
Bad Example

 Mrs Saima Khan

Sales Manager
Flash Electronics Ltd.
Address: 24 St Denys Road, Postling, CT21 3QF
Tel: 0109 228 2091
Email: [email protected]
Good Example
Putting It All Together…
Things to Remember
 Avoid statements that focus only on what a company
can do for you
 Make the statement as specific as possible
 Keep your language concise, crisp & clear
 Avoid offering any negative information
 Check for grammatical, spelling & typing errors
 Putting It All Together…
Things to Remember
 Attract & hold your reader’s attention
 Combinations of capital lettering, underlining, bold face type,
and indentations can jazz up your paper

 Well placed white space can help the reader’s eye move across
the paper

 Whatever format you choose, be sure to be consistent

 Critique! Critique! Critique!
 NO EMBELLISHMENT – “be absolutely honest”
Hello Sir, I will be unable to come back
this week due to heavy rain and flood
at my home...... Can I extend my
vacation for a few days more?

Remember in your
RESUME, you
mentioned swimming
as your hobby ... See
you tomorrow at work
@ 7.AM sharp
Remember
A resume does not get you a job…

A resume does get you an interview.

And, putting time and consideration

into your resume is one of the
best ways to prepare for your interviews!
COVER LETTER
Cover Letter
 It is the mouthpiece of the resume

 Cover letter is used to represent additional information of

your skills and experiences

 Use simple language and uncomplicated sentence

structure

 Use it to market yourself

Cover Letter
 Personalize your Cover letter.

 While writing the cover letter address it to a named

individual

 Use a formal style of salutation

 Cover letter should be short and precise

 It should be 3-4 paragraphs

Cover Letter
 The first paragraph should reveal about you, your
current position and your intention towards the job.

 Use it to grab the employer’s attention.

 Give the employer the reasons that you are qualified

for the position.
Cover Letter
 The 2nd paragraph will showcase what you have in for
the company.
 Make your cover letter by quantifying and giving
examples that amplify and prove the claims you
mentioned.
 It should reveal your skills, abilities, expertise,
experiences etc in any field in the past and present
 Highlight those expertises more which are required by
the company.
 Do not include your hobbies
Cover Letter
 The third paragraph, describes how you will be
beneficial for the company if they hire you.

 Conclude by answering the question “Why they

should hire you?”

 Do not use “Enclosed please find my resume.”

 Do not use pleonasms (wordy pharases)

Cover Letter
 Your interests in joining the organization

 Emphasise your plus points both in experience and

academics

 Closes with a strong reinforcing statement

245 Job Search Street
Sioux City, IA 51104

January 5, 2002

Ms. Recruiter Johnson

Marketing Director
Dynamics Corporation
1 Dynamics Avenue
Minneapolis, MN 55436

Dear Sir,

I am applying for your training program in the area of marketing research. I learned of this position through Career
Services at Morningside College.

Your training program requires experience in marketing. I am graduating in May 2000 with a Bachelor of Science
degree in business administration and an emphasis in marketing. In addition, I have work-related experience in the
area of marketing. During the past four years, I have worked part-time for an advertising agency. In this capacity, I
have had responsibilities for editing and market research. Also, as a volunteer with United Way, I have coordinated
campaign materials. Please see my enclosed resume for more details on my qualifications.

I believe my course work, part time employment, and volunteer activities make me an excellent candidate for your
training program in market research. Further, I am greatly enthused about a career in market research and in
working for Dynamics Corporation.

Please consider my request for a personal interview to discuss my qualifications further. I shall call you next week to
see if a meeting can be arranged. Should you need to reach me, please feel free to call at (712) 277-3953. Thank you for
your time and consideration. I look forward to talking with you.
Sincerely,
Iwannajob Jones
“ Enclosure: resume”
 Resume Curriculum Vitae (CV)
 Emphasize skills  Emphasizes academic
 Used when applying for a position accomplishments
in industry, non-profit, and public  used when applying for positions in
sector academia, fellowships and grants
 Is no longer than 2 pages, with an  Length depends upon experience
additional page for publications and includes a complete list of
and/or poster presentations if publications, posters, and
highly relevant to the job presentations
 After 1 year of industry experience,  Always begins with education and
lead with work experience and place can include name of advisor and
education section at the or near the dissertation title or summary (see
end, depending upon qualifications examples). Also used for
merit/tenure review and sabbatical
leave