Professional Communication & Ethics

• History: signs and grunts → cave paintings → stones/rocks → clay tablets → metal sheets → tree bark → paper. Most information is still passed orally.
• Professional communication: exchange of information in workplaces, schools, businesses and other formal settings. More organized, clear, purposeful than casual talk; oral, written or digital; follows respect and etiquette. Eg: emails, letters, reports, proposals, interviews, meetings, presentations.
• Concept: sending and receiving information between two or more people; a systematic effort to share experiences, thoughts, ideas, knowledge. Includes listening, reading, writing, chatting, reporting, narrating.
• Origin: Latin "communis" = common → "making something common" / sharing information and knowledge.
• Definition 1: exchange of information, ideas and knowledge between sender and receiver through an accepted code of language.
• Definition 2 (Oxford): the activity or process of expressing ideas and feelings or giving people information.

• Linear model: earliest, simplest. One-way: Sender → Message → Channel → Receiver. Receiver is passive, no feedback. Eg: speeches, radio announcements, TV broadcasts. Limit: no interaction/feedback.
• Shannon & Weaver: developed 1949 by Claude Shannon and Warren Weaver; called "mother of all communication models" (explained communication scientifically). Parts: information source (sender), transmitter (encodes), channel, receiver (decodes), destination. Key feature: noise (technical problems, background sound, misunderstanding). Still mainly one-way but more detailed and realistic than linear models.

Communication process (9 components):

• Sender – generates abstract ideas, gives them concrete shape in a common code (language).
• Encoding – converting ideas into a specific language.
• Message sending – chooses a suitable way to transmit the encoded message.
• Medium/Channel – anything that carries the message; can be disturbed by noise and barriers.
• Noise – any disturbance that distorts the message; can occur at any stage.
• Receiver – the recipient who receives the message.
• Decoding – receiver interprets the encoded message; an error here blocks communication.
• Understanding – receiver processes message as per own knowledge, ideology, perception; same message is understood differently by different receivers.
• Feedback – receiver's response; lets sender check effectiveness and correct the message.

Importance: language preserves valuable information and passes it to the next generation; it is everywhere; globalization needs a common language. Saussure: language is a "signifying system" (anything that appeals to the mind and stimulates thought).

• Artificial – man-made, not god-made. Red signal (signifier) = stop (signified) is human decision.
• Restricted – cannot fully capture reality or strong emotions.
• Arbitrary – no natural link between word and thing. Animal is "dog" only because society taught us (not same in every language).
• Abstract – not physical; a system of symbols (spoken/written/signed); mental construct; meaning depends on context.
• Recursive – limited elements make endless sentences (26 letters + rules of syntax); phrases embed in phrases.
• Creative – expresses emotion and imagination (poems, stories, songs, novels).

• Upward – lower → higher position. Eg: clerk gives client information to bank manager. Gives top valuable information.
• Downward – superior → subordinate. Conveys decisions, raises awareness, helps judge performance. Forms: memos, notices, face-to-face, phone.
• Lateral / Horizontal – among equals; saves time, bridges gaps between departments. Eg: two lecturers talking.
• Diagonal / Cross-wise – flows in all directions, skips intermediate levels; quick and efficient. Eg: student speaks directly to principal.

Noise: any interference that interrupts communication (not only physical sound). Eg: latecomer saying "May I come in?" stops the class for a while. If the receiver gives no desired response, suspect noise.

5 steps to fix noise: Identify the problem → Find the cause → Work on alternatives → Opt for the best → Follow up.

Barriers: 3 levels

A. Intrapersonal (created by the person himself)

• Wrong assumptions – from lack of knowledge (boss hears "cyber security", thinks "security staff").
• Varied perceptions – blind men and the elephant; communism vs capitalism.
• Differing background – education, culture, language, age; lecture on computer science bores others.
• Impervious category – rigid, never accepts opposite views.
• Categorical thinking – "Pansophists" who think they know everything.

B. Interpersonal (wrong exchange of words)

• Lack of words – limited vocabulary stops speaking/writing.
• Imbalance of verbal and non-verbal – words say "large" but body does not show it.
• Emotional outburst – anger, crying, fear, even excitement.
• Communication selectivity – hear only what suits us (ostrich in sand).
• Cultural variations – different norms, customs, taboos.
• Poor listening skills – leads to confusion.
• Noise in the channel.

C. Organizational (hierarchy)

• Too many transfer stations – message distorted through A → B → X.
• Fear of superior – staff cannot speak openly.
• Negative tendencies – needless opposing of views.
• Inappropriate media – confidential message must be given in person, not by phone.
• Information overload – quality matters more than quantity.

• Verbal: uses words, oral (talk, speech, lecture) or written (letter, report, notice, memo, email, proposal). Specific, to the point; good for abstract/complex ideas and detailed information; can be passed to next generation. Both sides must know the language.
• Non-verbal: no words; "unspoken communication"; auxiliary to verbal. Carries 65% of social meaning vs 35% verbal (handout). Mostly face-to-face, partly universal (nodding = yes), ephemeral so cannot pass information to next generation, fails for technical/detailed information.

Parts: Letterhead → Date → Reference no. → Inside address → Salutation → Subject line → Body → Complimentary close → Signature → Enclosures.

Layouts: Full block (all left), Modified block (date/closing on right), Semi-block (indented paragraphs).

• Short, internal message within same organization. No salutation, no complimentary close.
• Heading: TO, FROM, DATE, SUBJECT (also Ref no., CC).
• Body: Purpose → Details/Context → Action required (with deadline).
• Initial next to name (no full signature). Use for announcements, requests, reminders, directives.

• Report: factual, organized presentation of information for a specific reader and purpose.
• Memo format: short, internal, TO/FROM/DATE/SUBJECT heading.
• Letter format: for outside readers; has letterhead, address, salutation, close.
• Parts: Title → Introduction (purpose, scope) → Body/Findings → Conclusion → Recommendations.
• Types: Informational, Analytical, Progress, Accident, Feasibility, Trip.

• Agenda (BEFORE meeting): list of items to discuss. Date, time, venue → Apologies → Minutes of previous meeting → Matters arising → Main items → Any Other Business (AOB) → Next meeting.
• Notice: public announcement. Organization name → "NOTICE" → Date → Heading → Body (what, when, where) → Name/designation of issuer.
• Minutes (AFTER meeting): official record. Name of body, date/time/venue → Present/Absent → Previous minutes approved → Items discussed with decisions and action by whom → Next meeting → Signature of chairperson/secretary.
• Minutes style: past tense, third person, brief, no opinions.

• Parts: To/Cc/Bcc → Subject → Salutation → Body → Closing → Signature.
• Subject must be clear and specific. One topic per mail.
• Be short, polite, formal. Proofread. Attach files mentioned.
• Avoid: ALL CAPS, slang, emoji, unneeded "Reply All".
• Cc = visible copy; Bcc = hidden copy.

• Types: Chronological (latest first), Functional (skills first), Combination.
• Sections: Contact → Career Objective → Education → Skills → Projects → Experience/Internship → Achievements → Hobbies → (Declaration).
• Fresher: 1 page, no photo needed, no lies, same font, tailor to job.
• Resume = short (1–2 pages). CV = detailed, academic. Bio-data = personal details heavy.

• Solicited: written in response to a request (RFP/tender). Client already wants it.
• Unsolicited: self-initiated; must first persuade reader that a problem exists.
• Parts: Title page → Abstract/Summary → Introduction (problem) → Objectives → Methodology/Scope → Schedule → Budget → Qualifications → Conclusion.

• Describes an object, mechanism or process clearly and objectively (no opinions).
• Structure: Introduction (definition, purpose) → Appearance/shape/size/material → Parts (part-by-part) → Working principle → Advantages/uses → Conclusion.
• Use present tense, passive voice, simple words, diagrams.

• Rule: tell them what you'll say → say it → tell them what you said.
• Introduction: Hook (question, story, fact) → Topic → Credibility → Preview of points.
• Body: 2–5 key points, each with support. Patterns: chronological, spatial, topical, cause-effect, problem-solution.
• Conclusion: Signal end ("In conclusion") → Summarize → Closing thought/call to action. No new points.

• Types: slides, charts/graphs, handouts, models, video/audio, whiteboard, flip chart.
• Design: KISS (Keep It Short and Simple), one idea per slide, 6×6 rule (max 6 lines × 6 words), big font (24 pt+), high contrast, few colours, relevant visuals.
• Use: face audience not screen, don't read slides, test equipment beforehand, show aid only when needed, keep a backup.

• Mediated: through media (TV, radio, webinar, podcast); voice and camera matter.
• Informative: to teach/explain (lecture, report, demo).
• Persuasive: to change belief/action. Uses Ethos (credibility), Pathos (emotion), Logos (logic).
• Special occasion: toast, welcome, farewell, vote of thanks, award, eulogy. Short, personal.
• Motivational: to inspire and energize (stories, vision, call to action).

• Objectives: assess skills and knowledge, check personality/fit, give job information, select the best candidate.
• Types: Structured, Unstructured, Semi-structured, Panel, Telephonic/Video, Stress, Behavioural, Group.
• Stages: Preparation → Opening (greet, rapport) → Questioning (main Q&A) → Closing (thank, ask questions) → Follow-up (thank-you mail).
• Behavioural answers: use STAR = Situation, Task, Action, Result.

• Nominal Group Technique: members write ideas silently → share one by one → discuss → rank/vote. Stops dominant people taking over.
• Delphi: experts answer questionnaires anonymously in several rounds with feedback; no face-to-face; aims at consensus.
• Brainstorming: free, rapid idea generation; no criticism, quantity over quality, build on others' ideas.
• GD in selection: assessed on content, communication, leadership, teamwork, listening, initiative, time sense.
• Tips: start with facts, don't interrupt, invite quiet members, stay calm, summarize at the end.