BUSINESS COMMUCATION / PDP

 What we will learn in this module:

1. Communication skill and soft skills (Verbal and Non-Verbal)
2. Public speaking skills
3. Presentation skills
4. Resume /CV writing THE 4 A’S IN PDP
5. Visume / video CV creation
6. Naukri profile creation  A---ATTIRE
7. Work-place Etiquette & People Skills  A---APPEARANCE
8. Goal Setting  A---ATTITUDE
9. Time management  A---APPROACH
10.Interview Skills
11.Etiquette

PDP Exam Patten – 100 Marks

 ONLINE EXAM - 30 MARKS

 2 Emails (15 Minutes Each)…………………………………………….…
[15*2=30 Marks]

 OFFLINE EXAM [VIVA] - 70 MARKS

 Power point Presentation………………………………………………….
[ 5+5+5=20 Marks]
(a) Content-----------------------5 Marks
(b) Formatting & Designing--------5 Marks.
(c) Delivery----------------------10 Marks
 CV
Resume……………………………………………………………………………
….[10 Marks]
 Video
Resume………………………………………………………………………….
[15 Marks]
 Naukri Profile Creation……………………………………………………….[5
Marks]
 Formal Attire and Appearance………………………………………….[10
Marks]
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 Interview HR Questions……………………………………………………….
[10 Marks]
1.

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 CHAPTER- 1

COMMUNICATION
CONTENTS
 INTRODUCTION
 PROCESS OF COMMUNICATION
 PURPOSE OF COMMUNICATION
 SKILLS OF COMMUNICATION
 CHANNELS OF COMMUNICATION
 TYPES OF COMMUNICATION
 7C’S OF COMMUNICATION
 BARRIERS OF COMMUNICATION
 THANK YOU

PROCESS OF COMMUNICATION

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 SENDER
(WHO)

FEEDBACK MESSAGE
(HOW) (WHAT)

CHANNEL/
RECEIVER MEDIUM
(WHOM) (HOW/
THROUGH)

ENCODI
NG

DECODI
NG

3 POINTS
 There are 5 elements in the process of Medium.
 The process starts with SENDER and end with FEEDBACK.
 As there are arrows (continuous) that means the process is a side click process. It
can be 1 way or 2 ways.

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 INTRODUCTION
 COMMUNICATION HAS BEEN DERIVED FROM LATIN WORD ‘COMMUNIS’
WHICH MEANS SOMETHING COMMON.
 COMMUNICATION is the exchange or interchange of:
 IDEAS
 THOUGHTS
 OPINIONS
 VIEWPOINTS
 EMOTIONS
 EXPRESSIONS
 From one person to another one through a proper medium or channel with
effective feedback.

COMMUNITION DESCRIPTION
 FEEDBACK- It is receiver’s reply or sender’s communication. It is very important
and essential both Sender and Receiver.
 ENCODING- It is placed in the process of communication after sender. It is the
creation of message by the sender’s Encoding.
 DECODING- It is placed in the process of communication after Receiver. It is the
process of conversion or interpretation or transportation of the Sender by the receiver
into communication code or language.

PURPOSE OF COMMUNICATION
 TO INFORM
 TO EXCHANGE
 TO EDUCATE
 TO INTERACT
 TO REQUEST / SUGGEST OR ADVICE/ORDER
 TO WARN
 TO MOTIVATE
 TO INSPIRE
 TO FACILITATE / AID DECISION MAKING

SKILLS OF COMMUNICATION
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 L - LISTENING

S - SPEAKING

R - READING

W - WRITING

TYPES OF COMMUNICATION
VERBAL:
 ORAL – Formal / Informal
 WRITTEN – Formal / Informal

NON - VERBAL:
 When we are not using words, verbs or speeches but actually communicating through
our body language, facial expression, eye-contact, posture gesture etc. we term it as
Non-Verbal Communication

TYPES OF COMMUNICATION
 Inter Personal Communication
 Intra Personal Communication

HOW TO COMMINICATE WITH OTHERS

 INFORM - To pass any sort of information from sender to receiver and vice-versa.

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  EDUCATE – Our parents and grandparents teach us to educate us and then in schools
and colleges the teachers give us education. So, educate in communication means to
import knowledge and to install moral values and ethics.
 INTERACT – Interacting means to communicate with anyone, everywhere and
anywhere.
 EXCHANGE – Interchanging and exchanging ideas, thought, opinions, viewpoints
from one person to another through medium.
 TO REQUEST/SUGGEST – Shall, should, will, would, may, might, kindly, please
etc. these are kind of words used in communication.
 TO ADVISE/ORDER – Advise-Verb Practise-Verb
Advice-Noun Practice-Noun
 TO WARN – To give warning about something
 TO MOTIVATE – This comes from the core. Self-motivation comes from inner self.
 TO INSPIRE – Inspiration comes from someone’s inspirational speeches or works
 FACILITATE – To help or to aid (Facility)
 FELICIDADE – To honor or regard or respect. The purpose of communication is
decision making process, which is exchanging and interchanging ideas, thoughts,
viewpoints etc.

A WELL COMMUNICATE MEANS A PERSON HAS TO:

 LISTEN PROPERLY (GOOD LISTENING SKILLS)

 SPEAK PROPERLY (GOOD SPEAKING SKILLS)
 READ PROPERLY (GOOD READING SKILLS)
 WRITE PROPERLY (GOOD WRITING SKILLS)

TYPES OF COMMUNICATION
VERBAL – It is a type of communication where we are communicating with verbs or words.
It is sub divided into parts:
 Oral – When we are talking with someone it means we are communicating orally.
 Written – When we communicate through writing.

FORMAL COMMUNICATION INFORMAL COMMUNICATION

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  It is related to professional life and  It is related to personal and social
it’s a structured way of life and it’s an unstructured way of
communication. communication.
 A lot of rules and regulations and  A lot of rules and regulations and
protocols are followed. protocols are not followed.

INTER-PERSONAL COMMUNICATION- Where two or more people are communicating

with each other. It is a part of our daily life. Ex- Meeting, Conference, etc.

INTRA-PERSONAL COMMUNICATION- Communicating with myself. When there is

only one person involved, that is me. Ex- Diary Writing, Self-Communication.

7’Cs OF COMMUNICATION
 CLARITY – The purpose of the message or information should be easy, simple, clear,
understandable and jargon free.
 CONCISE – The message should be brief and to the point. It should be not
elaborative otherwise it will be boring and lengthy and at the same time it should be
crisp and interesting.
 CORRECT – The communication has to be correct. The parameters are
pronunciation, information wise, grammatically correct, spelling wise. The
communication should be diction wise correct (the correct choice of words).
 COMPLETE – It should contain all necessary facts and information. The
communication should have a proper finish and should not end abrubtly otherwise it
will create misunderstanding.
 CONCRETE – The structure of the sentence should be durable. It should be specific,
definite, particular. There should be no vagueness.
 CONSIDERATE – The most important is to look who is my target audience and the
person to whom we are communicating. I should target my audiences educationally,
economically, ageing, socially etc. The communication must be consider upon
communicating with others.

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  COURTESY – We have to be polite and respectful with our targeting audiences. We
should not use aggressiveness or abusive languages which could hurt someone’s
feelings (emotionally and psychology).

The 7’Cs are must to be followed in an effective communication.

BARRIERS OF COMMUNICATION
 What is a Barrier of communication?
 Something which is stopping or prohibiting the process. As a result the
feedback will be unclear. The smooth flow of communication is getting
disrupted because of a number of reasons as a result the feedback becomes
negative or ineffective between the sender and receiver.

BARRIERS OF COMMUNICATION
 LINGUISTIC/SEMANTIC BARRIER :- The root word of the barrier is
“LANGUAGE”. Semantic barriers related to word, symbol, logic. There should have same
the same understandable language otherwise it will create linguistic barrier. As a result the
feedback will be negative between the sender and receiver. Normally the languages are
Hindi and English.
 PHYSICAL BARRIER :- It happens because of noise and distortion. The smooth
flow of communication will get disrupted as a result the feedback will be negative. I have
to be self-cautious and to take precautions so that the other person should not be faced any
kind of problem for me.
 INADEQUATE ATTENTION BARRIER :- Due to lack of concentration, absence of
mind or presence of mind we call it a barrier. For a proper communication the
concentration should not be lacked otherwise it will create a misunderstanding between
the sender and receiver.
 TECHNOLOGICAL BARRIER :- When the smooth flow of communication is
getting disrupted due to network issues, technological glitches and both the sender and
receiver has to be knowledgeable and upgraded about the technology otherwise a barrier
will be created which is technological barrier.

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 CHAPTER- 2

NON-VERBAL COMMUNICATION
CONTENTS
 DEFINITION
 FEATURES
 ATTRIBUTESA
 BODY LANGUAGE
 POSTURE

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  GESTURE
 FACIAL EXPRESSION
 EYE CONTACT
 HANDSHAKE
 PROXEMICS

DEFINITION
When we are not using words, verbs or speeches but actually communicating through our
body language, facial expression, eye-contact, posture gesture etc. we term it as Non-Verbal
Communication. These skills will help us for attitude building and grooming we should adopt
this attributes.

FEATURES
 It is an expressive way of inter-personal communication. When we are communicating with
each other like in meeting, conference, we actually use our body language.
 It is a dynamic (time to time, place to place, situation to situation).
 Interactive (not necessary always words or speeches are needed).
 Reciprocal procedure (Based on sender’s action, the receiver’s quick and immediate action.
Not only I will portray body language, I also have to understand other’s body languages.
Both the sender and receiver should have to look each other’s body language).
 Body language is the most essential factor and the ultimate component to build a relationship
with other using non-verbal communication.

ATTRIBUTES
 Body Language/Kinesics
 Attire/Artifactics
 Appearance
 Posture
 Gesture
 Eye-Contact
 Handshake
 Facial Expression
 Proxemics

BODY LANGUAGE/KINESICS

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The equivalent popular term of KINESICS is BODY LANGUAGE. The non-verbal
behaviour related to the movement of
any part of our body; or interpretation
of body motion communication such
as facial expressions; gestures,
postures etc to be considered as a part
of BODY LANGUAGE.

POSTURE
How to hold our body during sitting or
standing. The way to sit and stand intensifies proper attitude level, confidence level,
approach, boldness, willingness, sincerity.

AGENDA
 Interview Dressing for Men
 Interview Grooming for Men
 Interview Accessories for Men
 Interview Dressing for Women
 Interview Grooming for Women
 Interview Accessories for Women

ATTIRE – DRESS CODE

How to maintain a proper dress code in our personal, social and professional life.
3 types of attire are there:-
 FORMAL-Eastern Formal and Western Formal
 SEMI-FORMAL-POLO Neck T-Shirt (no round neck shirts) and proper jeans (no toned,
no ripped) along with sneakers and kurtas (no chappals)

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 CASUAL–This attire provides comfortably in our personal and social life

APPEARANCE
Apart from dress code whatever we wear from top to bottom to make ourselves presentable.
E.g. HAIRDO, MAKE-UP, GROOMING, JEWELLERY, ACCESSORIES, WRIST-
WATCHES, BELTS, BAGS, FILES/FOLDERS, SHOES & SHOCKS

GESTURES
Explicit movements of our hands, arms, fingers necks, faces, shoulders, heads and torso. It is
an important dimension of body language. Gestures reveals the mindset of the communicator
and express internal meanings, ideas, opinions or thoughts through voluntary /involuntary
physical movements.
The following suggestions may help in this regard –
 Gestures should be natural. (voluntary)
 Avoid using gestures to express negative feelings.
 Avoid confusing gestures which may really annoying.
 Do not reflect nervous mannerism.
 Do not use fingers often.
 Use hands and arms very carefully and effectively.

 Torso means apart from the hands and legs. The trunk Part of the body is Torso.

 Voluntary Gesture: Which are taking place according to our wish and will.
Controlled Gesture
 Involuntary Gesture: Which are taking place going beyond own wish and will.
Uncontrolled Gestures.
The kind of gestures which are annoying, uncontrolled negative feelings are:
i. CROSSED ARM GESTURE: (Self confined gesture) It tells about that you are not
interested to communicate further.
ii. CROSS LEGGED GESTURE: It is a very negative gesture which shows ignorance
towards others.
iii. SHOULDER SHRUGGING GESTURE: It’s strictly not allowed, It is an
aggressive, arrogance gesture.
iv. HANDS IN THE POCKET: Hands will not go inside the pocket in professional
world. It shows closed attitude. So it is strictly not allowed.
v. FINGER POINTING GESTURE: Make sure it should not be done.
vi. CONTINUOUS HAND GESTURE: It is a very distracting approach towards the
listener. So it should be avoided.

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vii. SWALLOWING: It shows in confidence, nervousness, uncertain approach towards
the others.

Not all, but almost voluntary gestures are positive gesture.

Not all, but almost involuntary gestures are negative gesture.

POSITIVE GESTURE: Which actually shows positive feelings, attitude, emotions, approach
etc.
NEGATIVE GESTURE: Which actually shows negative feelings, attitude, emotions, approach
etc.

FACIAL EXPRESSIONS
FACE is considered as the MIRROR OF EMOTIONS. Facial expressions silently speak
volumes which our words may not be able to convey.
Good communicators irrespective of speakers or listeners should learn to express and
interpret facial expressions effectively. Our face can emote a lot of inner feelings, eyes, lips,
eyebrows, cheek, chin.
[Your Facial Expressions can tell about you beyond your sound – Writer Roushan Jameel]

FACIAL EXPRESSIONS
NON-VERBAL NON-VERBAL CUE WHAT DOES IT
FORM SUGGEST/SYMBOLIZE

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 FACIAL  Raising Eyebrows  Surprise, Interrogation, Curiosity
EXPRESSIONS
 Lowering Eyebrows  Acceptance, Submission

 Furrowed Forehead  Anger, Frustration, Displeasure

 Wide Open Eyes  Surprise, Astonishment

 Open Mouth  Shock

 Frowning  Anger, Displeasure

 Swallowing  Nervousness, Fear, In confident

EYE CONTACT
Maintaining eye contact is one of the key factors while
EYE CONTACT IS WAY MORE
communication. Avoiding eye contact creates a
INTIMATE THAT WORDS CAN
negative impact upon the mind of the target audience.
NEVER BE
Eye contact is used to regulate interaction.

EYE CONTACT
NON-VERBAL NON-VERBAL CUE WHAT DOES IT
FORM SUGGEST/SYMBOLIZE

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 EYE  Sustained eye contact  Confidence level, Trust, Admiration,
CONTACT (for several seconds) Interest. Looking straight forward or
direct twds the camera for 3.5
seconds.
 Brief eye contact
 Nervousness, Confusion, Hesitation,
Stress, Grief, In comfortable

 Avoiding eye contact  In comfortable, Fear, shyness, Lack of

sincerity not showing respect.

HANDSHAKE
HANDSHAKE CAN MAKE OR BREAK ANY RELATIONSHIPS
Handshake is commonly done upon meeting, greeting, offering congratulations or completing
and agreement. The purpose of handshake is to convey trust, balance and equality.
Handshaking can give clues about the personality and attitude of the person with whom you
are shaking with.
 FIRM HANDSHAKE
 LIMP/WEAK HANDSHAKE: Holding only the fingers. Finger tip holding
handshake. It is also known as weak or dead fish handshake because the other person
will not get any sensation or vibration. It symbolizes negative gesture.

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