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 © Oxford University Press 2011. All rights reserved. Agenda Communication : Definition Essentials Purpose and Audience Cross-cultural variations Language Required Skills Effectiveness Modes Verbal and Non- verbal Importance © Oxford University Press 2011. All rights reserved. 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. © Oxford University Press 2011. All rights reserved. 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 . © Oxford University Press 2011. All rights reserved. Essentials • • • • Timing Place Structure of the message Medium © Oxford University Press 2011. All rights reserved. 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 © Oxford University Press 2011. All rights reserved. Cross- Cultural Variations Culture is a complex concept, with a variety of definitions. It involves elements that may vary across cultures: • • • • • • Language Religion and belief Values and attitudes Politics and Law Technology Social Organization © Oxford University Press 2011. All rights reserved. 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 © Oxford University Press 2011. All rights reserved. Required Skills Four Major Communicative Skills (LSRW) • • • • Listening Speaking Reading Writing © Oxford University Press 2011. All rights reserved. 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 © Oxford University Press 2011. All rights reserved. Modes • Formal and Informal • Oral and written • Internal and External © Oxford University Press 2011. All rights reserved. Oral Forms of Communication: • • • • • • • • • • Face- to- face Conversations Telephone Conversations Meetings Seminars Conferences Dictation Presentation Group Discussion Interviews Video Conferences © Oxford University Press 2011. All rights reserved. Contd… Written Form: • Memos , Letters , Emails, Faxes • Notices, Circulars, Newsletters • Reports, Proposals, Research Papers • Bulletins, Brochures • Manuals, In-house journals © Oxford University Press 2011. All rights reserved. Verbal and Non-verbal Verbal Nonverbal • Oral • Written • • • • Body movements Space Voice ( no words) © Oxford University Press 2011. All rights reserved. Kinesics: Study physical movements of body parts. Some Kinesics behaviors are deliberate. Examples: Nodding head, blinking eyes, shrugging shoulder, waving hands, etc. © Oxford University Press 2011. All rights reserved. • 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 © Oxford University Press 2011. All rights reserved. • Gesture: Enumerative - numbers Descriptive - size of the object Symbolic - abstract concepts Locative - location of an object Emphatic -emphasis © Oxford University Press 2011. All rights reserved. • Facial expression: Happiness Disgust Anger Surprise Fear Sadness • Eye Contact © Oxford University Press 2011. All rights reserved. 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 © Oxford University Press 2011. All rights reserved. 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 © Oxford University Press 2011. All rights reserved. Importance of Technical communication • • • • • • • 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 © Oxford University Press 2011. All rights reserved. Communication can be divided into two types: • General Communication • Technical Communication © Oxford University Press 2011. All rights reserved. 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 © Oxford University Press 2011. All rights reserved.