SECTION - I

2. Discuss types, techniques and problems of Communication.

Answer- Communication - Communication is a process of exchanging information, ideas,
thoughts, feelings and emotions through speech, signals, writing, or behavior. In communication
process, a sender(encoder) encodes a message and then using a medium/channel sends it to
the receiver (decoder) who decodes the message and after processing information, sends back
appropriate feedback/reply using a medium/channel.

Types of Communication

People communicate with each other in a number of ways that depend upon the message and
its context in which it is being sent. Choice of communication channel and your style of
communicating also affects communication. So, there are variety of types of communication.

Types of communication based on the communication channels used are:

Verbal Communication
Nonverbal Communication

Verbal Communication

Verbal communication refers to the the form of communication in which message is transmitted
verbally; communication is done by word of mouth and a piece of writing. Objective of every
communication is to have people understand what we are trying to convey. In verbal
communication remember the acronym KISS(keep it short and simple).

When we talk to others, we assume that others understand what we are saying because we
know what we are saying. But this is not the case. usually people bring their own attitude,
perception, emotions and thoughts about the topic and hence creates barrier in delivering the
right meaning.

So in order to deliver the right message, you must put yourself on the other side of the table and
think from your receiver’s point of view. Would he understand the message? how it would sound
on the other side of the table?

Verbal Communication is further divided into:

Oral Communication
Written Communication
Oral Communication

In oral communication, Spoken words are used. It includes face-to-face conversations, speech,
telephonic conversation, video, radio, television, voice over internet. In oral communication,
communication is influence by pitch, volume, speed and clarity of speaking.

Advantages of Oral communication are:

It brings quick feedback.
In a face-to-face conversation, by reading facial expression and body language one can guess
whether he/she should trust what’s being said or not.

Disadvantage of oral communication

In face-to-face discussion, user is unable to deeply think about what he is delivering, so this can
be counted as a

Written Communication

In written communication, written signs or symbols are used to communicate. A written

message may be printed or hand written. In written communication message can be transmitted
via email, letter, report, memo etc. Message, in written communication, is influenced by the
vocabulary & grammar used, writing style, precision and clarity of the language used.

Written Communication is most common form of communication being used in business. So, it
is considered core among business skills.

Memos, reports, bulletins, job descriptions, employee manuals, and electronic mail are the
types of written communication used for internal communication. For communicating with
external environment in writing, electronic mail, Internet Web sites, letters, proposals, telegrams,
faxes, postcards, contracts, advertisements, brochures, and news releases are used.

Nonverbal Communication

Nonverbal communication is the sending or receiving of wordless messages. We can say that
communication other than oral and written, such as gesture, body language, posture, tone of
voice or facial expressions, is called nonverbal communication. Nonverbal communication is all
about the body language of speaker.

Nonverbal communication helps receiver in interpreting the message received. Often, nonverbal
signals reflects the situation more accurately than verbal messages. Sometimes nonverbal
response contradicts verbal communication and hence affect the effectiveness of message.

Nonverbal communication have the following three elements:

Appearance
Speaker: clothing, hairstyle, neatness, use of cosmetics
Surrounding: room size, lighting, decorations, furnishings

Body Language
facial expressions, gestures, postures

Sounds
Voice Tone, Volume, Pitch rate

Types of Communication Based on Purpose and Style

Based on style and purpose, there are two main categories of communication and they both
bears their own characteristics. Communication types based on style and purpose are:

Formal Communication
Informal Communication

Formal Communication

In formal communication, certain rules, conventions and principles are followed while
communicating message. Formal communication occurs in formal and official style. Usually
professional settings, corporate meetings, conferences undergoes in formal pattern.

In formal communication, use of slang and foul language is avoided and correct pronunciation is
required. Authority lines are needed to be followed in formal communication.

Informal Communication

Informal communication is done using channels that are in contrast with formal communication
channels. It’s just a casual talk. It is established for societal affiliations of members in an
organization and face-to-face discussions. It happens among friends and family. In informal
communication use of slang words, foul language is not restricted. Usually. informal
communication is done orally and using gestures.

Informal communication, Unlike formal communication, doesn’t follow authority lines. In an

organization, it helps in finding out staff grievances as people express more when talking
informally. Informal communication helps in building relationships.

Techniques of Communication-

i. Clarity
The key to effective communication is clarity. Clarity entails making the subject as well as the
opinion or remark about the subject very clear without leaving anything to the recipient’s
assumptions. Lack of clarity is the primary cause of miscommunications and misunderstandings
not just in the workplace, but also in life itself.

For instance, the statement “we will talk today in the evening" lacks clarity, whereas “we will
meet at 5 P.M. today in my office" is clear. The first sentence neither clarifies how the “talk" will
take place, whether it will be face-to-face or by phone, and does not specify the time and
location, the two parameters here.

ii. Organized and Logical Approach -

The requirement of clarity needs backing up by a communication style that promotes an
organized and logical approach. While there are many styles that ensure this within the
approach, the underlying principle is adequate preparation. One good approach is to stick to a
subject or point and make things clear about the same before moving on to the next subject or
point.

iii. Brevity - Using enough words to ensure clarity requires balancing by using the least number
of words necessary to convey the message. Excessively long sentences and too many
descriptive sentences blur the line and complicate the issues discussed.

A best practice is to avoid sentences or words that convey no meanings. Common redundant
words include “free" gifts where “free" is redundant, “advance" reservation, where “advance"
has no meaning, and similar lexical misuses. Eliminating such redundant words or phrases adds
power to the message.

Adherence to the accepted grammar and style practices go a long way in improving the
effectiveness of the communication.

Communication problems - Almost all conflicts involve communication problems, as both a

cause and an effect. Misunderstandings, resulting from poor communication, can easily cause a
conflict or make it worse. Further, once a conflict has started, communication problems often
develop because people in conflict do not communicate with each other as frequently, as
openly, and as accurately as they do when relationships are not strained. Thus communication
is central to most conflict situations.

Communication involves at least two parties--the speaker and the listener. Sometimes there are
third parties: in-between people who carry messages from one person to another, or the media,
for example, which has such transmission of information as its primary goal. Problems can
develop at all three of these sources.
Speakers often are not clear themselves about what they mean, which almost assures that what
they say will be unclear as well. Even when people know what they mean, they often do not say
it as clearly as they should. They may hide their true feelings or ideas intentionally or
unintentionally. Either way, people often get confused about other people's messages. This is
especially common when people from different cultures try to communicate. Even if their
languages are the same, culture acts like a lens through which we see and interpret the world. If
their cultures are different, it is easy for the same statement to mean one thing to one person
and something different to someone else. Thus intercultural communication is especially prone
to errors.

Listeners also are sources of communication problems. People often fail to listen carefully. They
may assume they know what the other person is saying or will say (because they have heard it
before, or they assume that one person is "just like" another person from the same group). Also,
when people are in conflict, they often concentrate more on what they are going to say in
response to their opponent's statement, rather than listening to their opponents' words with full
attention. The result, again, is misunderstandings, and often unnecessary escalation of a
conflict.
Third parties can make communication better, or they can make it worse. Skilled third parties
can help speakers clarify what they are saying, and they can help listeners hear what is really
meant. They can act as go-betweens, carrying messages between people who cannot or will
not meet face-to-face.

Unskilled third parties, or third parties with a different agenda can make matters worse. The
media's goal, for example, is often not helping people understand each other better, but rather,
presenting the story to meet the media's own goals which may be to inflame the readers' anger
in order to sell more newspapers, or to support the publisher's or government's own interests
and views.

3. What is Logistics Management? Discuss the importance of documentation.

Answer- Logistics management - It is the governance of supply chain functions. Logistics
management activities typically include inbound and outbound transportation management, fleet
management, warehousing, materials handling, order fulfillment, logistics network design,
inventory management, supply/demand planning, and management of third party logistics
services providers. To varying degrees, the logistics function also includes customer service,
sourcing and procurement, production planning and scheduling, packaging and assembly.
Logistics management is part of all levels of planning and execution -- strategic, operational and
tactical. It is an integrating function, which coordinates all logistics activities, as well as
integrates logistics activities with other functions including marketing, sales manufacturing,
finance, and information technology.

In logistics management, unwise decisions create multiple issues. For example, deliveries that
fail or are delayed lead to buyer dissatisfaction. Damage of goods due to careless transportation
is another potential issue. Poor logistics planning gradually increases expenses, and issues
may arise from the implementation of ineffective logistics software. Most of these problems
occur due to improper decisions related to outsourcing, such as selecting the wrong vendor or
carrying out delivery tasks without sufficient resources.

Importance of documentation -
Documentation and record keeping are important to ensure accountability, facilitate coordination
of care between providers and for service improvement. However, the importance of
documentation and record keeping may be overlooked/overshadowed by the focus on direct
services to clients.

1. Continuity of care. Records provide a case history and a more holistic picture in order to
follow-up on services or try different approaches to assist the client. This is especially for clients
with long-term or complex needs, or who require multiple services. Accurate and up-to-date
recording is important especially when there is an emergency and the staff-in-charge is not
available (due to illness, vacation, resignation, etc.). Good records and documentation will
facilitate communication between service providers to ensure coordinated, rather than
fragmented, service.

2. Accountability. It is important to be able to provide relevant client information at any given

time and the organisation’s response to their needs. The information may be needed to respond
to queries from stakeholders, who may include the client’s family, funders, donors or the courts.
One important source of information is the client records. Documentation forms the nature of the
professional relationship with the client. Information on problems encountered and the agency’s
response would assist in the event of a crisis or investigations.

3. Service improvement. Well documented records can also lead to improved services to the
clients by helping the staff organise his/her thoughts. Aggregated client information can also
facilitate service planning, service development and service reviews. The information can also
form primary data to conduct evidence-based research.

4. Discuss types and techniques of Assessment.

Answer- Three Types of Assessment-

I) Formative Assessment - This occurs in the short term, as learners are in the process of
making meaning of new content and of integrating it into what they already know. Feedback to
the learner is immediate (or nearly so), to enable the learner to change his/her behavior and
understandings right away. Formative Assessment also enables the teacher to "turn on a dime"
and rethink instructional strategies, activities, and content based on student understanding and
performance. His/her role here is comparable to that of a coach. Formative Assessment can be
as informal as observing the learners work or as formal as a written test. Formative Assessment
is the most powerful type of assessment for improving student understanding and performance.

Examples: a very interactive class discussion; a warm-up, closure, or exit slip; a on-the-spot
performance; a quiz.

ii) Interim Assessment - This takes place occasionally throughout a larger time period.
Feedback to the learner is still quick, but may not be immediate. Interim Assessments tend to be
more formal, using tools such as projects, written assignments, and tests. The learner should be
given the opportunity to re-demonstrate his/her understanding once the feedback has been
digested and acted upon. Interim Assessments can help teachers identify gaps in student
understanding and instruction, and ideally teachers address these before moving on or by
weaving remedies into upcoming instruction and activities.

Examples: Chapter test; extended essay; a project scored with a rubric.

iii) Summative Assessment - This takes place at the end of a large chunk of learning, with the
results being primarily for the teacher's or school's use. Results may take time to be returned to
the student/parent, feedback to the student is usually very limited, and the student usually has
no opportunity to be reassessed. Thus, Summative Assessment tends to have the least impact
on improving an individual student's understanding or performance. Students/parents can use
the results of Summative Assessments to see where the student's performance lies compared
to either a standard (MEAP/MME) or to a group of students (usually a grade-level group, such
as all 6th graders nationally, such as Iowa Tests or ACT). Teachers/schools can use these
assessments to identify strengths and weaknesses of curriculum and instruction, with
improvements affecting the next year's/term's students.

Examples: Standardized testing (MEAP, MME, ACT, WorkKeys, Terra Nova, etc.); Final exams;
Major cumulative projects, research projects, and performances.

Techniques of Assessment-

1. Thinking critically and making judgements (Developing arguments, reflecting, evaluating,

assessing, judging)

Essay
Report
Journal
Letter of Advice to .... (about policy, public health matters .....)
Present a case for an interest group
Prepare a committee briefing paper for a specific meeting
Book review (or article) for a particular journal
Write a newspaper article for a foreign newspaper
Comment on an article's theoretical perspective

2. Solving problems and developing plans

(Identifying problems, posing problems, defining problems, analysing data,reviewing, designing
experiments, planning, applying information)

Problem scenario
Group Work
Work-based problem
Prepare a committee of enquiry report
Draft a research bid to a realistic brief
Analyse a case
Conference paper (or notes for a conference paper plus annotated bibliography)

3. Performing procedures and demonstrating techniques

(Computation, taking readings, using equipment, following laboratory procedures, following
protocols, carrying out instructions)
Demonstration
Role Play
Make a video (write script and produce/make a video)
Produce a poster
Lab report
Prepare an illustrated manual on using the equipment, for a particular audience
Observation of real or simulated professional practice

4. Managing and developing oneself

(Working co-operatively, working independently, learning independently, being self-directed,
managing time, managing tasks, organising)

Journal
Portfolio
Learning Contract
Group work

5. Accessing and managing information

(Researching, investigating, interpreting, organising information, reviewing and paraphrasing
information, collecting data, searching and managing information sources, observing and
interpreting)

Annotated bibliography
Project
Dissertation
Applied task
Applied problem

6. Demonstrating knowledge and understanding

(Recalling, describing, reporting, recounting, recognising, identifying, relating & interrelating)

Written examination
Oral examination
Essay
Report
Comment on the accuracy of a set of records
Devise an encyclopaedia entry
Produce an A - Z of ...
Write an answer to a client's question
Short answer questions: True/False/ Multiple Choice Questions (paper-based or computer-
aided-assessment)

7. Designing, creating, performing

(Imagining, visualising, designing, producing, creating, innovating, performing)

Portfolio
Performance
Presentation
Hypothetical
Projects

8. Communicating (One and two-way communication; communication within a group, verbal,

written and non-verbal communication. Arguing, describing, advocating, interviewing,
negotiating, presenting; using specific written forms)

Written presentation (essay, report, reflective paper etc.)

Oral presentation
Group work
Discussion/debate/role play
Participate in a 'Court of Enquiry'
Presentation to camera
Observation of real or simulated professional practice

SECTION - II

6. Discuss the role of armed forces and their capabilities and resources in disaster
response.
Answer- Role of armed forces- Armed Forces or the Defence Forces generally mean the
three services of the country
viz. Army, Navy and Air Force, being apart from the police or paramilitary forces
which are dealt in the next unit. Army is also referred by terms like ‘troops’ or
‘military’ and may sometimes extend to the Navy or Air Force when they are called
upon to render aid.

The primary role of the Armed Forces is to defend the country against external aggression and
forces are trained for such a task, however, the constitutional and the legal framework provide
for the Armed Forces to render assistance during disasters/ calamities when the situation is
beyond the capacity of the civil administration to adequately respond. The assistance is
provided for various internal duties, both in peace and war as expressed under the subject "Aid
to Civil Power" whereby instructions have been issued by the Central Government and the
services to enable organised and clearly defined support from the Armed Forces and provide
the financial or other necessary sanction for deployment of defence resources. In a restricted
sense, "Aid to Civil Power" is applied for the maintenance of law and order, but its wider
connotation can be applied to any type of assistance for maintenance of essential
services;assistance during natural and other calamities such as earthquakes, floods, riots,
famine and fires; and, any other type of assistance, including assistance in development
projects.

Normally, for assistance the State Government may approach the Ministry of Defence through
the concerned Central Ministry. Anticipatory action may be taken in good faith by the military
when requested by the local administration, with ex post facto sanction sought as soon as
possible. The use of Armed Forces in aid to civil
authorities must only be requisitioned under a central act and not under a state act e.g.
assistance to run an essential service when it has been so declared to be an essential service
by the Central Government. The three wings of the Armed Forces have been involved in
different disasters despite their primary commitment for the defence of the country. The Army
being the largest is invariably involved with its proficiency and a range of resources. Its
manpower is used for providing all kinds of support, control, guard and to restore infrastructure.

The Air Force is obviously in the lead for providing aircraft and helicopters during a
disaster. The Navy is called upon for providing divers, boats in the coastal areas,
shipping and help at sea. All have trained and organised manpower for judicious
employment during the emergency in quick response. However, all military units may
carry out volunteer service in the vicinity of their locations as a development welfare
activity and good will mission.

Capabilities and resources- The Armed Forces have always been expected to be in the front
in providing relief during different disasters. The Army being the largest and located all over the
country including remote inaccessible areas, is invariably involved with its expertise and various
resources in virtually all aspects of disaster relief ranging from logistic support, medical help to
repair of roads and bridges. The Air Force is in the lead for providing aircraft and helicopters
during a disaster primarily for transportation of personnel, stores, and equipment, for air
dropping food, water and essential stores and for aerial survey for damage assessment. The
Navy is called upon for providing diving assistance, for search and rescue at sea, for salvage of
sunken ships and boats for clearing harbour areas, for transportation of relief material, both
equipment and personnel by sea to the coastal areas, for medical assistance and for aerial
reconnaissance of coastal areas. All have trained and organised manpower for judicious
employment during emergency response.

The Armed Forces are in a unique position to handle any type of situation due to the
diverse professional personnel and multifarious equipment available with them. Due to their
physical presence even in many remote areas they are well placed to assist the state
government in relief endeavour. Event though the equipment with the Armed Forces is for their
primary role, its resources are extremely useful during a crisis situation, however, any other
specialist equipment should be planned and provided by the civil authorities. An overview of
their capabilities and resources will give an indication to the diverse nature of tasks that they
can be expected to perform.

Planning - Planning is carried out by the Armed Forces at various levels i.e. at the national,
state and local. The Ministry of Defence and the Service Headquarters are involved at the
highest level. At the State government level, the Command/Area Headquarters of the Services
interact through periodic civil-military conferences with the local administration, police and
others organisations. Once contingency plans for disaster management has been completed
incorporating various actors, regular rehearsals are carried out and the contingency plans are
also periodically updated. These plans are also generally graded at different levels catering for
different types and intensity of a disaster calling for different approaches. Internal Security
Schemes are prepared on a Command basis and framed to meet
such situations as are most likely to develop within their area.

Each Headquarters, military station and other formations have a local Internal Security
Scheme. These are drawn up in close collaboration with corresponding civil authorities and
have their approval. Special schemes are designed by the local formation commander to deal
with situations not covered by the local Internal Security Schemes.

Organization -The structure of the Armed Forces is on a brick or layered system of units and
subunits that enable a force of any size to function and adapt to any situation. There are
specialist teams that are trained to assist local governments and departments in coordination
and liaison with outside agencies. An Operations Headquarters coordinates the operations in a
particular area usually set up in the affected area. The organisational strength of the Armed
Forces with their disciplined and systematic approach, make them crucial when large-scale
disasters occur.
At the apex of the organisation is the Headquarters Integrated Defence Staff (HQ
IDS), which has issued a tri-service joint response plan for disaster management.
Also, interaction at Ministry of Defence and Ministry of Home Affairs level on
various related issues at the national level has taken place and is proving to be
extremely useful. HQ IDS is the nodal agency for coordinating disaster response at national
level.

9. Explain the structure for relief management by international agencies.

Answer- Relief Management – The International Perspective - For coordinating the
humanitarian assistance provided and the relief efforts of the
international agencies and the United Nations agencies, the UN General Assembly has created
the Office of the Emergency Relief Coordinator (ERC). The ERC reports to the UN Secretary-
General and is assisted and represented by the in-country heads of the UN agencies called the
UN Resident Coordinators (UNRCs). The ERC is the focal point in the UN System for disaster
relief coordination, who is empowered by the UN General Assembly Resolution 2816 of 14
December 1971:

● ƒ To mobilize, direct and coordinate the relief activities of various organizations of

the UN system in response to a request for disaster assistance from the stricken
State;

● ƒ To coordinate the UN assistance with assistance given by inter-governmental and

non-governmental organizations, in particular by the International Red Cross;
●
ƒ To receive, on behalf of the UN Secretary-General contributions offered to him for
disaster relief assistance to be carried out by the UN, its agencies and
programs for particular emergency situations;
●
ƒ To assist the Government of the stricken country to assess its relief and other needs
and to evaluate the priority of those needs, to disseminate that information
to prospective donors and others concerned, and to serve as a clearinghouse for
assistance extended or planned by all sources of external aid; and
●
ƒ To phase out relief operations under his aegis as the stricken country moves into
the stage of rehabilitation and reconstruction, but to continue to interest himself, within
the framework of his responsibilities for relief, in the activities of the UN agencies
concerned with rehabilitation and reconstruction.

Coordination of various relief activities (planning and procurement of supplies,

following inventories, organizing and ensuring the distribution according to priorities and needs
and continually sharing information) during and after any
disaster/emergency is an important though difficult and one of the challenging tasks.
An emergency situation is characterized by overwhelming needs, competing priorities,
destroyed or damaged communication and transportation infrastructure, a rapid influx of
providers of humanitarian assistance coupled with an outburst of mutual aid from local citizens,
and highly stressed local governmental and non-governmental institutions. Given this view of
the emergency conditions an image of chaos quickly springs to mind.

While coordination may not be easily defined, its absence is characterized by gaps in service to
affected population; duplication of efforts; inappropriate assistance; inefficient use of resources;
bottlenecks, impediments and slow reaction to changing conditions; and frustration of relief
providers, officials and survivors – in general, an unsatisfactory response to the emergency.