,Contents
Introduction
About the Editors
1 Soft Skills: Growing Importance
2 Understanding Communication
3 Channels of Communication
4 Evolution and Theories of Communication
5 Models of Communication
6 Psychology and Communication
7 Pedagogy and Communication
8 Communication Skills
9 Communication: Spoken English
10 Communication: Written English
11 Emotional Skills
12 Interpersonal Effectiveness
13 Assertiveness Skills
14 Conflict Management and Negotiation Skills
15 Team-building Skills
16 Time-management Skills
Model Question Papers
Glossary
Bibliography
,About the Editors
Nitin Bhatnagar is Professor of English, GLA University, Mathura. He has taught English
language skills, professional communication and English literature at various levels for over two
and a half decades now. His expertise lies in training learners for oral professional communication
using Computer Aided Language Learning (CALL). He has also been guiding students for
competitive examinations and preparing them for placements in companies. He has been
associated with many reputed universities and institutes as a visiting faculty and has delivered
expert lectures on various aspects of professional communication. He did his Ph.D. from Devi
Ahilya University, Indore, and is currently supervising many scholars for their doctoral research.
He has written many research papers, which have been published in various national and
international journals.
Mamta Bhatnagar is Assistant Professor, E-Max Group of Institutions, Bhadauli, Ambala. She
has several years’ experience of teaching communication skills in English, English grammar, and
professional interaction at various levels. She has also been engaged in imparting training in oral
communication using computerized language labs. In addition to teaching, she has been actively
involved in writing articles in magazines and newspapers as well as in editing magazines and
newsletters for which she has received many awards. She has authored a book on communication
skills and has written several papers in national and international journals.
Introduction
The revolution in information technology and the rapid globalization have brought communication
to the frontline of academia and industry. With the whole world becoming a global market and
business getting varied and result-oriented, professionals, scientists, teachers, and students are
facing newer challenges in communication every day. We have to communicate with the entire
world—with the people of different nationalities, various backgrounds, and diverse experiences.
The greatest need of the hour is to learn to work together as a team. To exist in this mode of
working, organizations and institutions require a high level of proficiency in oral and written
English, as well as skills in interpersonal communication. Moreover, we must have traits of
leadership and take up challenges and responsibilities to renovate failure into success. In the
phraseology of communication skill theory, these skills are called ‘soft skills’. These are contrasted
with ‘hard skills’ which are the technical competencies of an individual, that is, the skills gained
through educational learning and hands-on training. Hard skills are quantitative, while soft skills
are subjective in nature.
The present book has been designed comprehensively, keeping in mind the syllabi of P.G.
programmes like Mass Communication, M.B.A., M.Ed., and all such courses that groom the
learners for interpersonal communication, and have taken the responsibility to prepare them for
the professional world. The book is an endeavour to study and understand the attributes of good
communication vis-á-vis soft skills as well as hard skills; how to inculcate them and use them
practically in contemporary life. One of the significant aims of the book is to strengthen ‘teachers
as effective communicators’. In addition, it will be valuable for all types of communicators, as
well as researchers in similar areas since the chapters are also devoted to the theories of
, communication, its evolution, and models. The book, in fact, discusses all the four tenets of
language learning, i.e., listening, speaking, reading, and writing. The chapter-wise briefs of the
book are as follows:
Chapter 1: The first chapter is an attempt to draw guidelines in order to understand and acquire
soft skills and hard skills, to learn the ways to have a proper co-ordination between these two
significant skills, and to inculcate a feeling of self-confidence in order to become successful
leaders, teachers, and communicators.
Chapter 2: The fundamental tenet behind all the types of skills is communication. This chapter
deals with the issue of understanding communication. The discussion highlights the meaning and
definitions of communication, along with the dimensions of intrapersonal, interpersonal, group,
and mass communication. The chapter analyses various models of communication, its processes,
barriers, theories, the basic forms of non-verbal and verbal communication, and the influencing
factors. The chapter is also a useful critique on the importance of communication in an academic
setting.
Chapter 3: After throwing light on the fundamentals of communication in chapter 2, chapter
3 acquaints you with the various channels of communication, providing an in-depth knowledge of
the process, qualities, and the modes of communication. The channels of communication
familiarize the reader with the psychological, social, and motivational aspects of communication,
focusing on how communication works. The chapter further discusses the differences between
verbal, non-verbal, and meta communication. This is followed by an evaluation of language and
day-to-day communication, along with an explanation of persuasive communication. This section
will equip the reader with an understanding to select the right channel of communication for a
particular occasion.
Chapter 4: The in-depth study of communication remains incomplete without the study of the
evaluation and theories of communication, which is the main focus of this chapter. This chapter
provides a historical perspective of communication that deals with an interesting account of the
evolution of communication, its roots, and growth to the modern era of technological
advancement, including a brief note on the resulting social change. As a theoretical base is essential
for understanding a concept, the chapter incorporates the major theories of communication. The
aspects included in this chapter will enhance your knowledge on communication and at the same
time will act as a useful material for research in the same field.
Chapter 5: In order to further understand the mechanism of communication, chapter
5 familiarizes you with different models that provide visual explanation of the communication
process. With a purpose to avoid illusiveness generated through rigorous definitions, models of
communication have been discussed to structure a clear grasp of the processes. Knowledge of the
models will help you modify, change, and improve your own communication. Teachers will find
them highly useful to advance their classroom interactions.
Chapter 6: This chapter deals with the psychology of communication. The personality of the
speaker and the receiver plays an important role in the communication process. Differences in the
traits of personalities affect communication in various interpersonal settings. The chapter examines
Introduction
About the Editors
1 Soft Skills: Growing Importance
2 Understanding Communication
3 Channels of Communication
4 Evolution and Theories of Communication
5 Models of Communication
6 Psychology and Communication
7 Pedagogy and Communication
8 Communication Skills
9 Communication: Spoken English
10 Communication: Written English
11 Emotional Skills
12 Interpersonal Effectiveness
13 Assertiveness Skills
14 Conflict Management and Negotiation Skills
15 Team-building Skills
16 Time-management Skills
Model Question Papers
Glossary
Bibliography
,About the Editors
Nitin Bhatnagar is Professor of English, GLA University, Mathura. He has taught English
language skills, professional communication and English literature at various levels for over two
and a half decades now. His expertise lies in training learners for oral professional communication
using Computer Aided Language Learning (CALL). He has also been guiding students for
competitive examinations and preparing them for placements in companies. He has been
associated with many reputed universities and institutes as a visiting faculty and has delivered
expert lectures on various aspects of professional communication. He did his Ph.D. from Devi
Ahilya University, Indore, and is currently supervising many scholars for their doctoral research.
He has written many research papers, which have been published in various national and
international journals.
Mamta Bhatnagar is Assistant Professor, E-Max Group of Institutions, Bhadauli, Ambala. She
has several years’ experience of teaching communication skills in English, English grammar, and
professional interaction at various levels. She has also been engaged in imparting training in oral
communication using computerized language labs. In addition to teaching, she has been actively
involved in writing articles in magazines and newspapers as well as in editing magazines and
newsletters for which she has received many awards. She has authored a book on communication
skills and has written several papers in national and international journals.
Introduction
The revolution in information technology and the rapid globalization have brought communication
to the frontline of academia and industry. With the whole world becoming a global market and
business getting varied and result-oriented, professionals, scientists, teachers, and students are
facing newer challenges in communication every day. We have to communicate with the entire
world—with the people of different nationalities, various backgrounds, and diverse experiences.
The greatest need of the hour is to learn to work together as a team. To exist in this mode of
working, organizations and institutions require a high level of proficiency in oral and written
English, as well as skills in interpersonal communication. Moreover, we must have traits of
leadership and take up challenges and responsibilities to renovate failure into success. In the
phraseology of communication skill theory, these skills are called ‘soft skills’. These are contrasted
with ‘hard skills’ which are the technical competencies of an individual, that is, the skills gained
through educational learning and hands-on training. Hard skills are quantitative, while soft skills
are subjective in nature.
The present book has been designed comprehensively, keeping in mind the syllabi of P.G.
programmes like Mass Communication, M.B.A., M.Ed., and all such courses that groom the
learners for interpersonal communication, and have taken the responsibility to prepare them for
the professional world. The book is an endeavour to study and understand the attributes of good
communication vis-á-vis soft skills as well as hard skills; how to inculcate them and use them
practically in contemporary life. One of the significant aims of the book is to strengthen ‘teachers
as effective communicators’. In addition, it will be valuable for all types of communicators, as
well as researchers in similar areas since the chapters are also devoted to the theories of
, communication, its evolution, and models. The book, in fact, discusses all the four tenets of
language learning, i.e., listening, speaking, reading, and writing. The chapter-wise briefs of the
book are as follows:
Chapter 1: The first chapter is an attempt to draw guidelines in order to understand and acquire
soft skills and hard skills, to learn the ways to have a proper co-ordination between these two
significant skills, and to inculcate a feeling of self-confidence in order to become successful
leaders, teachers, and communicators.
Chapter 2: The fundamental tenet behind all the types of skills is communication. This chapter
deals with the issue of understanding communication. The discussion highlights the meaning and
definitions of communication, along with the dimensions of intrapersonal, interpersonal, group,
and mass communication. The chapter analyses various models of communication, its processes,
barriers, theories, the basic forms of non-verbal and verbal communication, and the influencing
factors. The chapter is also a useful critique on the importance of communication in an academic
setting.
Chapter 3: After throwing light on the fundamentals of communication in chapter 2, chapter
3 acquaints you with the various channels of communication, providing an in-depth knowledge of
the process, qualities, and the modes of communication. The channels of communication
familiarize the reader with the psychological, social, and motivational aspects of communication,
focusing on how communication works. The chapter further discusses the differences between
verbal, non-verbal, and meta communication. This is followed by an evaluation of language and
day-to-day communication, along with an explanation of persuasive communication. This section
will equip the reader with an understanding to select the right channel of communication for a
particular occasion.
Chapter 4: The in-depth study of communication remains incomplete without the study of the
evaluation and theories of communication, which is the main focus of this chapter. This chapter
provides a historical perspective of communication that deals with an interesting account of the
evolution of communication, its roots, and growth to the modern era of technological
advancement, including a brief note on the resulting social change. As a theoretical base is essential
for understanding a concept, the chapter incorporates the major theories of communication. The
aspects included in this chapter will enhance your knowledge on communication and at the same
time will act as a useful material for research in the same field.
Chapter 5: In order to further understand the mechanism of communication, chapter
5 familiarizes you with different models that provide visual explanation of the communication
process. With a purpose to avoid illusiveness generated through rigorous definitions, models of
communication have been discussed to structure a clear grasp of the processes. Knowledge of the
models will help you modify, change, and improve your own communication. Teachers will find
them highly useful to advance their classroom interactions.
Chapter 6: This chapter deals with the psychology of communication. The personality of the
speaker and the receiver plays an important role in the communication process. Differences in the
traits of personalities affect communication in various interpersonal settings. The chapter examines
