Page 353 - Effective Communication Soft Skills Strategies For Success by Nitin Bhatnagar, Mamta Bhatnagar

Model Question Papers | 341

Negative feedback is particularly important in groups or individuals experiencing
communication problems or where the quality of communication is not up to the
mark. Positive feedback reinforces undesirable communication behaviour and nega-
tive feedback extinguishes undesirable communication behaviour. Feedback may be
given in both verbal and nonverbal responses.

Section – B

5. a. In any context of communication, certain nonverbal cues are resorted to aid and rein-
force the content of the verbal communication. These cues have rationale and are based
on certain behavioural factors and are communicator specific. That could be speech
modifiers or variations in speech delivery.
The four important components of paralinguistic communication are: (i) rate – this
refers to the tempo of speech, too fast or too slow (ii) pitch – this refers to the range
of the voice-too high or too low (iii) volume – a good volume is one which can be
comfortably heard by the listener. Effective communication requires suitable chang-
ing of volume (iv) appropriateness – speech delivery must be tailored for the speak-
ing occasion. Communication can be effective only when it is appropriate.

b. The American Management Association has given essentials of good communication. They
are popularly called Ten Commandments of good communication, and are as follows:

i. Clarify ideas before communicating: By systematically thinking through the message
and considering who will be receiving and/or affected by it, the manager overcomes
one of the basic pitfalls of communication—failure to properly plan the communiqué. The
more systematically a message is analyzed, the more clearly it can be communicated.
ii. Examine the true purposes of communication: The manager has to determine
what he or she really wants to accomplish with the message. Once this objective is
identified, the communiqué can be properly designed.
iii. Take the entire environment, physical and human into consideration: Questions
such as what is said, to whom, and when will all affect the success of communica-
tion. The physical setting, the social climate, and past communication practices
should be examined in adapting the message to the environment.
iv. When valuable obtain advice from others in planning communiqués: Consulting
with others can be a useful method of obtaining additional insights regarding how
to handle the communication. In addition, those who help to formulate it usually
give it active support.
v. Beware of the overtones as well as the basic content of the message: The listener will be
affected by not only what is said but also how it is said. Voice, tone, facial expression,
and choice of language, all influence the listener’s reaction to the communiqué.

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