EDUCATION HOLE PRESENTS PROFESSIONAL COMMUNICATION Unit-I

Fundamentals of Communication ............................................................................................ 3

Technical Communication ................................................................................................................ 3 Technical Communication – Targets a Specific Reader ........................................................................................ 4 Technical Communication – Helps readers solve problems ................................................................................. 4 Technical Communication – Part of organizational context ................................................................................. 5 Technical Communication – Created collaboratively ........................................................................................... 5 Technical Communication – Synergy of words and graphics ................................................................................ 5 Technical Communication – Involves visualization ............................................................................................... 5 Technical Communication – Involves high-tech tools ........................................................................................... 6

Distinction between General and Technical communication ............................................................. 6 General ............................................................................................................................................................. 6 Technical ........................................................................................................................................................... 6

Language as a tool of communication .............................................................................................. 7

Levels of technical communication .......................................................................................... 8

Interpersonal communications ......................................................................................................... 8 Elements of Interpersonal Communication .......................................................................................................... 8 The Communicators .............................................................................................................................................. 8 The Message ......................................................................................................................................................... 8 Noise ..................................................................................................................................................................... 9 Feedback ............................................................................................................................................................... 9

Organizational communications ....................................................................................................... 9

Mass communications .................................................................................................................... 10

The flow of technical Communication .................................................................................... 11 Downward Technical Communication ................................................................................................................ 11 Upward Technical Communication ..................................................................................................................... 11

Advantages of Upward Communication ....................................................................................... 11

Horizontal Technical Communication ............................................................................................. 12 Importance of technical communication ............................................................................................................ 12

Barriers to Communication ............................................................................................................ 13 1. Lack of Sensitivity to Receiver .................................................................................................................... 13 2. Lack of Basic Communication Skills ............................................................................................................ 13 3. Insufficient Knowledge of the Subject ........................................................................................................ 13 4. Information Overload ................................................................................................................................. 13 5. Emotional Interference ............................................................................................................................... 13

Transmitting Barriers .......................................................................................................................................... 13 1. Physical Distractions ................................................................................................................................... 14 2. Conflicting Messages .................................................................................................................................. 14 3. Channel Barriers ......................................................................................................................................... 14

Fundamentals of Communication

Technical Communication

Technical communication is a broad field and includes any form of communication that exhibits one or more of the following characteristics:

• Communicating about technical or specialized topics, such as computer applications, medical procedures, or environmental regulations.

• Communicating by using technology, such as web pages, help files, or social media sites.

• Providing instructions about how to do something, regardless of how technical the task is or even if technology is used to create or distribute that communication.

The value that technical communicators deliver is twofold: They make information more useable and accessible to those who need that information, and in doing so, they advance the goals of the companies or organizations that employ them. The following examples illustrate the value of the products technical communicators produce or the services they provide.

• Software instructions help users be more successful on their own, improving how easily those products gain acceptance into the marketplace and reducing costs to support them.

• Medical instructions help patients and care-providers manage a patient’s treatment, improving the health of the patient while reducing costs and risks associated with incorrect care.

• Functional specifications and proposals help one group of technical experts communicate effectively with other technical experts, speeding up development cycles, reducing rework caused by misunderstandings, and eliminating risks associated with miscommunication.

• Training programs provide people with new or improved skills, making them more employable and their organizations and products more efficient and safe.

• Well-designed websites make it easier for users to find information, increasing user traffic to and satisfaction with those websites.

• Technical illustrations clarify steps or identify the parts of a product, letting users focus on getting their task done quickly or more accurately.

• Usability studies uncover problems with how products present themselves to users, helping those products become more user friendly.

Features of Technical Communication

Technical Communication – Targets a Specific Reader

The most significant characteristics of technical communication is that you have to customize the information for a particular reader. This method is to bring in personal warmth to your document. Sometimes you will be aware of your potential reader, then your job is easy. For instance, writing a proposal to your manager. There you will think about that person’s background, responsibilities, history with organization, attitudes and alike. While preparing the proposal you will be considering these factors to entice the manager and to make it very effective.

Imagine a situation, where you are writing to several people with diverse needs. There you have to create a hypothetical profile by picking commonalities of the potential readersEven though technical communication is addressed to particular readers, sometimes it is read by people who were never intended to be the audience. Keeping this in mind, you must be careful that all your writing reflects the highest standards of professionalism.

Technical Communication – Helps readers solve problems

Lindsey Robbins describes technical communication as a conversation between the user and the technical writer – in the sense that the technical writer must anticipate the questions a user would ask about the software. Robbins states that ”Sometimes, your users or constituents won’t know the correct question to ask. In those situations, try to think out the questions for them and answer them in advance. Provide them with the conversation starter and they’re more likely to be engaged. People read technical communication to help them solve problems; people also write and distribute technical communication to help solve problems. For instance, before joining this course, you read the SMU DDE prospectus and related web details to solve the problem, i.e., selecting a course of your choice.

Technical Communication – Part of organizational context

Technical Communication is created by people working within or for an organization to further its goals. Consider, for example, Education Department that oversees the programs in vocational education. Every activity undertaken by the department involves technical communication. The Educational Department submits an annual report to the government. This envisages each vocational program offered by the department, indicating what need it was intended to address, who delivered it, who enrolled in it, where and when it was offered, how much it cost, and how much money was generated. The report also covers the success and failures of each program and offers recommendations on how to make it more effective next time.

The concerned department also produces a vast quantity of technical information for the public as well in the form of flyers, brochures, pamphlets and even radio, print and television advertisements to publicize its offerings. Furthermore, the course material in the form of texts, work books, audio and video support materials forms a part of technical communication.

Technical Communication – Created collaboratively

Technical communicators are not a separate entity; they work with other creative people like production specialists, lawyers, subject matter experts and technical professionals to create a better document to convey the synergy and creativity of the thus made collaboration. Collaboration is common in technical communication because no one person has all the information, skill and time to put together a big document. Because of the collaborative nature of technical communication, inter-personal skills are very essential. Technical writer should be able to listen to people with other views, express views clearly and diplomatically, and compromise.

Technical Communication – Synergy of words and graphics

Technical Communication is an effective combination of words and graphical images. Graphical images can clearly convey complex concepts which cannot be easily conveyed through words. Moreover, they can describe, communicate instructions, and also communicate large amount of quantifiable data. It can also communicate with non-native speakers of English and make the document more interesting and appealing to readers. Therefore, for narrative purpose a writer can depend on words and for simplification of concepts, can depend on graphics. In short, Technical Communication is a synergy of both words and graphics.

Technical Communication – Involves visualization

Design features make the technical document more effective and user friendly to the reader, as 80% of the communication is through non-verbal cues. Technical communicators visualize documents for the following purposes.

1. To make the document attractive, as a good design can entice the reader into the textual content

2. To help the reader navigate the document. Normally, technical documents are lengthy and run to many pages, and most readers want to ready only parts of it. Design features help them to see where they are and what they want from the text

3. To help the reader understand the document. Design features help in the organization of the content, and a reader can easily recognize the patterns, colors, size of the design elements, and be able to better understand the document.

Technical Communication – Involves high-tech tools

Technical Communication is produced on high-tech tools. The personal computer along with the printer is used in every phase of the document production. Technical writer uses word – processing software; graphics software and desktop publishing software for the completion of technical communication. As Information technology develops, becoming more powerful, easier to use, and less expensive, technical communicators and technical professionals alike are continuously upgrading their skills

Distinction between General and Technical communication General It contains a general message It is mostly informal in style or approach It does not follow a set pattern of communication It is mostly oral It does not involve use of any vocabulary or graphics part Expression is based on general communication It is applicable type It talks about the process It is not used always for specific audiences

Technical • It involves use of technical vocabulary, graphics and some more

• It is used always for specific audiences • It is both oral and written

• It talks about the products • It contains a technical message • It follows a set pattern of communication • It is solution type

• It is mostly formal Experience is based on business communication

Language as a tool of communication

Technical communicators generally tailor information to a specific audience, which may be subject matter experts, consumers, end users, etc. Technical communicators often work collaboratively to create deliverables for various media. Deliverables include online help, user manuals, white papers, specifications, industrial videos, reference cards, data sheets, journal articles, patents, and forms and documents.Technical domains can be of any kind, including the soft and hard sciences, high technology including computers and software and consumer electronics.

Technical communication jobs include the following:

• Technical Writer • Technical editor • Technical illustrator • Information architect • Usability expert • User interface designer • User experience designer • Technical trainer • Technical translator • API writer

The following types of tools are typically used to author and present technical documents:

1. Desktop Publishing Tools or Word Processors are used to produce printed manuals or digital documents in print format. Microsoft Word and Adobe FrameMaker are two tools commonly used by technical writers.

2. Help Authoring Tools are used to create online help systems, which are either packaged with software products, delivered through a web browser or provided as files the user can view on their computer. Adobe RoboHelp, Author-it and HelpNDoc are commonly used tools.

3. Wiki Systems are also used to produce technical documents, mainly for consumption within the organization but sometimes also for external users. MediaWiki and Atlassian Confluence are two commonly used platforms.

Levels of technical communication

Interpersonal communications

Interpersonal communication is the process by which people exchange information, feelings, and meaning through verbal and non-verbal messages: it is face-to-face communication. Interpersonal communication is not just about what is actually said - the language used - but how it is said and the non-verbal messages sent through tone of voice, facial expressions, gestures and body language.

When two or more people are in the same place and are aware of each other's presence, then communication is taking place, no matter how subtle or unintentional. Without speech, an observer may be using cues of posture, facial expression, and dress to form an impression of the other's role, emotional state, personality and/or intentions. Although no communication may be intended, people receive messages through such forms of non-verbal behaviour.

Elements of Interpersonal Communication

Much research has been done to try to break down interpersonal communication into a number of elements in order that it can be more easily understood. Commonly these elements include:

The Communicators

For any communication to occur there must be at least two people involved. It is easy to think about communication involving a sender and a receiver of a message. However, the problem with this way of seeing a relationship is that it presents communication as a one-way process where one person sends the message and the other receives it. While one person is talking and another is listening, for example. In fact communications are almost always complex, two-way processes, with people sending and receiving messages to and from each other simultaneously. In other words, communication is an interactive process. While one person is talking the other is listening - but while listening they are also sending feedback in the form of smiles, head nods etc.

The Message

Message not only means the speech used or information conveyed, but also the non-verbal messages exchanged such as facial expressions, tone of voice, gestures and body language. Non-

verbal behaviour can convey additional information about the spoken message. In particular, it can reveal more about emotional attitudes which may underlie the content of speech.

Noise

Noise has a special meaning in communication theory. It refers to anything that distorts the message, so that what is received is different from what is intended by the speaker. Whilst physical 'noise' (for example, background sounds or a low-flying jet plane) can interfere with communication, other factors are considered to be ‘noise’. The use of complicated jargon, inappropriate body language, inattention, disinterest, and cultural differences can be considered 'noise' in the context of interpersonal communication. In other words, any distortions or inconsistencies that occur during an attempt to communicate can be seen as noise.

Feedback

Feedback consists of messages the receiver returns, which allows the sender to know how accurately the message has been received, as well as the receiver's reaction. The receiver may also respond to the unintentional message as well as the intentional message. Types of feedback range from direct verbal statements, for example "Say that again, I don't understand", to subtle facial expressions or changes in posture that might indicate to the sender that the receiver feels uncomfortable with the message. Feedback allows the sender to regulate, adapt or repeat the message in order to improve communication.

Organizational communications The Organizational Communication program explores effective and participatory communication across business and organizational settings. Through a blend of courses that focus on both theory and practice, you will develop your individual communication skills as well as a skill set that includes:

• Ability to think, speak and write clearly • Confidence to act as an ethical communicator • Viewing communication events from multiple perspectives • Understanding the multicultural chracter of communication in contemporary workplaces

and society • Analyzing and evaluate variables that operate in verbal transactions • Recognizing the connections between organizational communication and other fields of

study

As an Organizational Communication major, you will have the opportunity to take a variety of courses covering a broad range of topics, or take courses that are closely related to your specific area of interest. Courses include:

• Business and professional communication • Communication and consulting • Communication and corporate culture • Communication and group decision-making • Conflict management and negotiation • Ethics • Health communication • Intercultural communication • Leadership and teambuilding • Public speaking

You are also encouraged to complete an internship, giving you the opportunity to apply your coursework to real-world experiences.

With this program, you may choose to concentrate in Latino Media & Communication. This concentration will teach you how to think critically about all aspects of media and communication, with a particular focus on Latino media and Latino communities.

We also offer combined bachelor's/master's degree programs, which allows you to complete a bachelor's degree and a graduate degree in five years. You may choose to combine your BA in Organizational Communication with one of the following master's degree programs:

• Health Communication • Journalism • Media and Cinema Studies • Organizational and Multicultural Communication • Relational Communication

Mass communications Mass communication technically refers to the process of transferring or transmitting a message to a large group of people — typically, this requires the use of some form of media such as newspapers, television, or the Internet. Another definition of the term, and perhaps the most common one, refers to an academic study of how messages are relayed to large groups of people instantaneously. This area of study, most often referred to as mass comm, is offered at many colleges and universities worldwide as an area of study, and some colleges teach nothing but mass comm. Due to its pertinence to all people around the world, mass comm is becoming more popular and may offer graduates careers in various countries worldwide.

The flow of technical Communication Downward Technical Communication

• It follows organizational chart • Number and type of messages going each way • Downward communication is good indication of management skills.

The value that technical communicators deliver is twofold: They make information more useable and accessible to those who need that information, and in doing so, they advance the goals of the companies or organizations that employ them. The following examples illustrate the value of the products technical communicators produce or the services they provide

Upward Technical Communication

Communication is a very important part of working in the business environment. Managers must be able to communicate with employees and employees must be able to communicate with managers in order to have a profitable business. Upward communication is the flow of information from front line employees to managers, supervisors and directors.

Advantages of Upward Communication

Upward communication keeps managers aware of how employees feel about their jobs, policies and procedures, and the business in general.

Some advantages of upward communication are:

• Feedback: Managers can get feedback from employees that can help improve organizational development. Employees who

are encouraged to provide feedback feel respected and that they have a say in how the organization is run.

• Mutual Trust: Mutual trust brings employees and managers closer to each other. As trust grows, relationships between employees and managers become stronger.

• Introduction of New Policies: Front line employees do the work every day. They can usually tell managers if something works or doesn't work. Employees can be instrumental in forming new policies or changing those that are outdated.

Horizontal Technical Communication • Functional, but too often developed on an ad-hoc basis and leaves to chance who works

together. • Participants in each type • Quality of horizontal communicaiton indicates degree to which people work effectively

outside the chain of command.

Imagine a situation, where you are writing to several people with diverse needs. There you have to create a hypothetical profile by picking commonalities of the potential readersEven though technical communication is addressed to particular readers, sometimes it is read by people who were never intended to be the audience. Keeping this in mind, you must be careful that all your writing reflects the highest standards of professionalism

Importance of technical communication

Various surveys show that “process skills” are more important than technical knowledge to working engineers. A 1997 study, conducted by several engineering faculty at Northeastern University, examined the responses of 133 Northeastern alumni who graduated between 1990 and 1996 in mechanical engineering technology, electrical engineering technology, and computer technology. The respondents felt that in general, “the areas of greatest importance [to engineers] are problem solving, accomplishing tasks within the organization, teamwork, oral communications, professional ethics, writing skills, and use of personal computer tools.” (The least important areas were differential equations and basic engineering areas, like thermo/fluids and materials.)

Similar studies conducted at Ohio State University, Purdue University, and the New Jersey Institute of Technology have arrived at similar findings. Problem solving is considered the most important skill, but secondary to that are teamwork, communication (oral and written), and management skill. One curricular conclusion from the Northeastern study was that the engineering curriculum should focus more on design projects, lab reports, and also on group reports—as effective assignments for incorporating a number of these valued process skills. engineering is a rapidly changing field requiring a broader set of skills than was once thought necessary in the engineer’s college education: The engineering environment has changed dramatically. International competition, the shift from defense toward commercial enterprise, and new technologies have restructured the industry and altered how engineers practice engineering. William A. Wulf, the President of the National Academy of Engineering, defines engineering as “design under constraint.” Increasingly, engineers must supplement technical

mastery with business and communication skills, and an understanding of the ethical and societal impact of engineering solutions.

The accrediting agency for engineering programs— The Accreditation Board for Engineering and Technology or the ABET—has recently developed criteria for program review that emphasizes broad process skills, rather then specific technical knowledge. As you can see from the chart below, the “ability to communicate effectively” is one of the 11 principal skills that ABET recognizes as important to engineering students’ education.

Barriers to Communication

1. Lack of Sensitivity to Receiver. A breakdown in communication may result when a message is not adapted to its receiver. Recognizing the receiver’s needs, status, knowledge of the subject, and language skills assists the sender in preparing a successful message. If a customer is angry, for example, an effective response may be just to listen to the person vent for awhile.

2. Lack of Basic Communication Skills. The receiver is less likely to understand the message if the sender has trouble choosing the precise words needed and arranging those words in a grammatically-correct sentence.

3. Insufficient Knowledge of the Subject. If the sender lacks specific information about something, the receiver will likely receive an unclear or mixed message. Have you shopped for an item such as a computer, and experienced how some salespeople can explain complicated terms and ideas in a simple way? Others cannot.

4. Information Overload. If you receive a message with too much information, you may tend to put up a barrier because the amount of information is coming so fast that you may have difficulty comfortably interpreting that information. If you are selling an item with twenty-five terrific features, pick two or three important features to emphasize instead of overwhelming your receiver (ho-hum) with an information avalanche.

5. Emotional Interference. An emotional individual may not be able to communicate well. If someone is angry, hostile, resentful, joyful, or fearful, that person may be too preoccupied with emotions to receive the intended message. If you don’t like someone, for example, you may have trouble “hearing” them.

Transmitting Barriers: Things that get in the way of message transmission are sometimes called “noise” Communication may be difficult because of noise and some of these problems:

1. Physical Distractions. A bad cellular phone line or a noisy restaurant can destroy communication. If an E-mail message or letter is not formatted properly, or if it contains grammatical and spelling errors, the receiver may not be able to concentrate on the message because the physical appearance of the letter or E-mail is sloppy and unprofessional.

2. Conflicting Messages. Messages that cause a conflict in perception for the receiver may result in incomplete communication. For example, if a person constantly uses jargon or slang to communicate with someone from another country who has never heard such expressions, mixed messages are sure to result. Another example of conflicting messages might be if a supervisor requests a report immediately without giving the report writer enough time to gather the proper information. Does the report writer emphasize speed in writing the report, or accuracy in gathering the data?

3. Channel Barriers. If the sender chooses an inappropriate channel of communication, communication may cease. Detailed instructions presented over the telephone, for example, may be frustrating for both communicators. If you are on a computer technical support help line discussing a problem, it would be helpful for you to be sitting in front of a computer, as opposed to taking notes from the support staff and then returning to your computer station.