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Technical Communication, Principles
and Practice, 2/E
Meenakshi Raman, Group Leader,
Humanities and Management, BITS Pilani,
Goa
Sangeeta Sharma, Associate
Professor of the Languages Group at BITS,
Pilani
© Oxford University Press 2011. All rights reserved.
Chapter – 1
Introduction to Communication
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Agenda
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Communication : Definition
Essentials
Purpose and Audience
Cross-cultural variations
Language
Required Skills
Effectiveness
Modes
Verbal and Non- verbal
Importance
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Definition
• The word “communication” comes from the
Latin word ‘Communicare’, which means to
share, i.e., to share information , ideas between
a sender and a receiver.
• Communication is essential for the existence
of our society
• Plays a prominent role in the functioning of
different professional organizations.
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Communication Competence is situational;
ability to express views in an effective
manner, to achieve goals and enhance
relationship.
To communicate successfully, one has to learn
how to control emotions .
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Essentials
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Timing
Place
Structure of the message
Medium
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Purpose and Audience
Before communicating the message should be
formulated according to the audience and
purpose.
The purpose can be classified in to two broad
categories:
• General : inform, persuade, entertain
• Specific : report on a survey, an interview
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Cross- Cultural Variations
Culture is a complex concept, with a variety of
definitions. It involves elements that may vary
across cultures:
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Language
Religion and belief
Values and attitudes
Politics and Law
Technology
Social Organization
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Language
Language is a system of words and sounds to
communicate ideas in a meaningful way
Famous linguists Noam Chomsky and Saussure
classified language as:
Artificial , Restricted , Abstract, Arbitrary
Creative , Redundant, Recursive
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Required Skills
Four Major Communicative Skills (LSRW)
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Listening
Speaking
Reading
Writing
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Effectiveness
Features essential for effective communication:
• Clarity of the message that to be conveyed
• Clarity about the purpose and objective of the
research
• Common language , background
• Appropriate medium to convey the message
• Appropriate feedback to the message
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Modes
• Formal and Informal
• Oral and written
• Internal and External
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Oral Forms of Communication:
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Face- to- face Conversations
Telephone Conversations
Meetings
Seminars
Conferences
Dictation
Presentation
Group Discussion
Interviews
Video Conferences
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Contd…
Written Form:
• Memos , Letters , Emails, Faxes
• Notices, Circulars, Newsletters
• Reports, Proposals, Research Papers
• Bulletins, Brochures
• Manuals, In-house journals
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Verbal and Non-verbal
Verbal
Nonverbal
• Oral
• Written
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Body movements
Space
Voice
( no words)
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Kinesics:
Study physical movements of body parts.
Some Kinesics behaviors are deliberate.
Examples:
Nodding head, blinking eyes,
shrugging shoulder, waving hands, etc.
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• Personal appearance
• Posture:
Slumped posture –low spirit
Erect posture- Confidence
Lean forward – defensive or disinterested
Crossed arms- defensive or not ready to listen
Uncrossed arms – willingness to listen
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• Gesture:
Enumerative - numbers
Descriptive - size of the object
Symbolic - abstract concepts
Locative - location of an object
Emphatic -emphasis
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• Facial expression:
Happiness
Disgust
Anger
Surprise
Fear
Sadness
• Eye Contact
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Proxemics:
It is the study f physical space in interpersonal
relations
Space is related to behavioral norms.
Edward T. Hall divides space into four Zones:
• Intimate
• Personal
• Social
• Public
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Chronemics:
• It is the study of how human beings
communicate through their use of time.
• People have their own time language
• Time language also varies from culture to
culture
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Importance of Technical
communication
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Life line of business
measure of the success, growth
link within & outside
tangible product of the work
valuable repository of information
develops desirable qualities
reveals gaps in thinking
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Communication can be divided into two types:
• General Communication
• Technical Communication
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General Vs Technical
General communication
General message
Informal in style and approach
No set pattern
Mostly Oral
Not always for a specific
audience
Does not involve the use of
technical vocabulary or
graphics, etc.
Technical Communication
Technical message
Mostly Formal
Follows a set pattern
Both oral and written
Always for a specific Audience
Frequently involves Jargons,
graphics, etc
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