Communication and Soft Skills Lab- II

Paper Code:

MCA 329

Credits:

2

Periods/week:

2

Max. Marks:

100.00

Objective:

To sensitize students to their communicative behavior
To enable them to reflect and improve on their communicative behavior/performance
To build capacities for self-criticism and facilitate growth
To lead students to effective performances in communication

Unit I:

Listening Skills

Types of Listening ( theory /definition )
Tips for Effective Listening
Academic Listening- ( lecturing )
Listening to Talks and Presentations
Listening to Announcements- (railway/ bus stations/ airport / stadium announcement etc.)
Listening to Radio and Television

Unit II:

Telephone Skills

· Basics of Telephone communication
· How to handle calls- telephone manners
· Leaving a message
· Making requests
· Greeting and Leave Taking over phone(etiquette)
· Asking for and giving information
· Giving Instructions
· Listening for Tone/Mood and Attitude at the other end
· Handling the situations especially trouble shooting
· Teleconference handling
Handling Tele interviews for Call Centre’s.

Unit III:

Writing Skills

· Standard Business letter
· Report writing
· Email drafting and Etiquettes
· Preparing Agenda and writing minutes for meetings
· Making notes on Business conversations
· Effective use of SMS
Case writing and Documentation

Unit IV:

Career Skills

· Applying for job
· Cover letters
· Resume and Effective Profiling
· Interviews
Group discussions

Unit V:

Soft Skills

Empathy(Understanding of someone else points of view)
Intrapersonal skills, Interpersonal skills
Problem solving
Reflective thinking, Critical thinking
Negotiation skills

Academic Year: