Contents

1. Introduction to Communication

1.1 Introduction     

1.2 Meaning and purpose of communication     

1.3 Classification, function and scope of business…      

1.4 The process of communication 

1.5 Importance of communication        

1.6 Essentials of good communication   

1.7 Principles of communication        

1.8 Barriers to communication

2. Types of Communication

2.1 Introduction                             

2.2 The types of communication         

2.3 Verbal communication                     

2.4 Non-verbal communication                 

2.5 Visual signs in non-verbal communication 

2.6 Audio signals in non-verbal communication

2.7 Silence    

2.8 Time       

2.9 The functions of non-verbal communication            

2.10 The merits and demerits of non-verbal communication

3. Business Letters

3.1 Introduction                                         

3.2 Functions of a business letter                       

3.3 Why planning is necessary                            

3.4 The structure or elements of a business letter       

3.5 Effective letter-writing principles                  

3.6 Kinds of business letter                             

3.7 Importance of correspondence

4. Drafting of Business Letters

4.1 Enquiry letter                                       

4.2 Objectives and principles of replies to enquiries    

4.3 Request letter for placing orders  

4.4 Complaints and adjustment letters  

4.5 Follow-up letters      

4.6 A good sales letter    

4.7 Circular letter  

4.8 Application for employment   

4.9 Applying for a job 

5. Oral Communication           

5.1 Oral communication           

5.2 Techniques of effective oral communication     

5.3 The importance of public speaking              

5.4 Techniques of effective speech                 

5.5 Media of oral communication                    

5.6 Tele conferencing

5.7 Press conference 

5.8 Radio recording  

5.9 Dictaphone 

5.10 Meeting: Notice, agenda and minutes

5.11 Rumour     

5.12 Demonstration    

5.13 Public address systems 

5.14 Group discussions

5.15 Closed circuit TV (CCTV)     

5.16 The art of listening 

6. Information Technology for Communication 

6.1 Introduction     

6.2 Word processor   

6.3 Telex      

6.4 Fax        

6.5 E-mails     

6.6 Internet   

6.7 Multimedia 

6.8 Mobile phone conversation    

6.9 Video conferencing           

6.10 SMS (Short Message Service)  

6.11 Telephone answering machine  

7. Application of Communication Skills

7.1 Decision making                    

7.2 Conflict and negotiation           

7.3 Win-win negotiation                

7.4 Presentations                      

7.5 Interviews                         

7.6 The process of writing a speech    

7.7 Rehearsing a speech                

7.8 Delivering the speech              

7.9 Customer relations                 

7.10 Public relations

Solved Question Papers - October 2010