Page 366 - Effective Communication Soft Skills Strategies For Success by Nitin Bhatnagar, Mamta Bhatnagar

354 | Model Question Papers

the request is to put up a god. Listen to what the person says, and decide whether or not
you wish to comply. If not, then using their words, or similar, acknowledge their need but
state your case. In this way you show the person that you have understood their request,
but that you are not going to comply. This method is a very polite method of saying ‘No’.
Request Response
‘
‘I want it now’ I can see why you would want that but my
priority is. . . .’
‘
‘You should help me’ Perhaps I should but right now I have other
priorities.’
‘
‘This is important’ Of course it is important but not as important. . . .’
‘I need this’ ‘I am sure you do but it is just not possible now.’
By using this technique you are less likely to be manipulated into doing something
you would rather not and yet you cannot be accused of recognizing the other person’s
need.

c. Entropy means a tendency towards disorder, randomness and confusion in communi-
cation. An epochal break through was made by Shannon and Weaver (1949), in iden-
tifying noise in communication and entropy as opposed to information in signals. The
second law of thermodynamics says that, confusion is more probable than order and
even if there is a decrease of entropy in some parts of the universe, this will be more
than compensated by a larger increase in some other parts. But human beings has an
uncanny ability to decode information, use feed back intelligently, organize itself and
his capacity to temporarily defeat entropy locally in spite of the total increase entropy
globally. The value of studying entropic communication is to identify it early. Great
empires simply, collapsed and were thrown into oblivion just because they were unable
to cope with the increasing entropy in communication.
3. a. Person perception is the process through which we seek to understand other persons.
We engage in Social perception in every social situation we encounter. The ‘other per-
son’ remains always a mystery; they say and do things which we do not understand,
they have motives which we don’t understand, and behave in certain ways that we can-
not comprehend. Because it plays such an important role, in inter-personal behaviour
and interaction, and is of utmost social importance.

• The process of nonverbal communication.
• Attribution.
• Impression formation.
• Impression management.

Person perception refers to the mental processes we use to form judgment and draw
conclusions about the characteristic of others. Person perception is an active and sub-
jective process that always occurs in some interpersonal context. Every interpersonal
context has three key components:

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