bfunjk xk /kh jk Vªh; eqdr fo ofo ky;

Ckh,yvkbZ,l ¼la kksf/kr½ bfunjk xk /kh jk Vªh; eqdr fo ofo ky; l=h; dk;z tqykbz 2016 rfkk tuojh 2017 l=ksa ds fy, iqlrdky;,oa lwpuk fokku ladk; lkekftd fokku fo kihb bafnjk xka/kh jk"vªh; eqdr fo ofo ky; esnku x<+h] ubz fnyyh & 110068

l=h; dk;z tek djus dh frffk;k tqykbz 2016 l= ds fy, 31 ekpz 2017 tuojh 2017 l= ds fy, 30 flrecj 2017 l=h; dk;z dgk tek djsa Ñi;k mijksdr fu;r frffk rd viuk l=h; dk;z lecfu/kr vë;;u dsunz esa tek djsaa ebz] 2015 bafnjk xka/kh jk"vªh; eqdr fo ofo ky;] 2015 lokzf/kdkj lqjf{kra bl Ñfr dksbz Hkh va k] bafnjk xka/kh jk"vªh; eqdr fo ofo ky; dh fyf[kr vuqefr ds fcuk] fefe;ksxzkqh ;k vu; fdlh lk/ku }kjk iqu#rikfnr ugha fd;k tk ldrka bafnjk xka/kh jk"vªh; eqdr fo ofo ky; ds ikb~;øeksa ds fo"k; esa folr`r tkudkjh blds esnku x<+h] ubz fnyyh&110068 flfkr dk;kzy; ls izkir dh tk ldrh gs rfkk fo ofo ky; dh osclkbv http://www.ignou.ac.in dks ns[ksaa bafnjk xka/kh jk"vªh; eqdr fo ofo ky; dh vksj ls funs kd] lkekftd fokku fo kihb }kjk eqfnzr vksj izdkf kra eqfnzr% 2

fo"k; lwph i` B la[;k l=h; dk;ksza ds fy, funsza k --..... 4 BLI-221 : iqlrdky;] lwpuk vksj lekt.... 6 BLI-222 : lwpuk L=ksr,oa lsok,a..... 7 BLI-223 : lwpuk dk laxbu vksj Áca/ku.. 8 BLI-224 : vkbzlhvh ds ewyk/kkj.. 9 BLI-225 : lapkj dks'ky..... 11 BLIE-226 : iqlrdky;,oa lwpuk dsaæ dk Áca/ku... 14 BLIE-227 : Áys[k ÁfØ;kdj.k vh;kl..... 15 BLIE-228 : lwpuk mrikn,oa lsok,a...... 20 BLIE-229 : iqlrdky;ksa esa vkbzlhvh... 26 3

l=h; dk;ksza ds fy, funsza k % 1½ ch,yvkbz,l dk;zøe ds,d Hkkx ds :i esa izr;sd fo kfkhza dks izr;sd ikb~;øe esa,d l=h; dk;z iwjk djuk gksxka ch,yvkbz-224] ch,yvkbzbz-228 rfkk 229 esa,d vfuok;z vh;kl Ák;ksfxd dk;z gksxka vè;kid tk fpr l=h; dk;z ¼TMA½ dk ewy;kadu ijke kzd }kjk fd;k tk,xka Ák;ksfxd dk;z dk ewy;kadu Hkh ijke kzd }kjk gh fd;k tk,xka 2½ 3½ fdlh ikb~;øe ds fujarj ewy;kadu esa l=h; dk;z ds fy, 30 izfr kr dk ÞosVstÞ gksxka l=kur ijh{kkvksa dk 70 izfr kr osvst gksxka bl izdkj l=h; dk;z rfkk Ák;ksfxd@vH;kl dk;z esa vkids }kjk izkir vadksa@xzsm dks vkids vafre ijh{kkqy esa tksm+k tk,xka vr% ijh{kkffkz;ksa dks lykg nh tkrh gs fd os l=h; dk;ksza rfkk Ák;ksfxd dk;z dks xehkhjrk ls ysa] iwjk djsa] rfkk le; ij tek djsaa vkidks ;g Lej.k j[kuk pkfg, fd l=h; dk;z rfkk Ák;ksfxd dk;z vfuok;z gsaa ;fn vki fdlh ikb~;øe ds fy, fu/kkzfjr la[;k esa l=h; dk;ksza dks ;Fkk le; tek ugha djrs rfkk fu/kkzfjr vh;kl dk;ksza dks iwjk ugha djrs rks vkidks ml ikb~;øe dh l=kar ijh{kk esa csbus dh vuqefr ugha nh tk,xha vè;kid tk fpr l=h; dk;z ds fy, funsz k % 1½ 2½ 3½,d l=h; dk;z dh eku;rk,d o kz dh gksrh gsa ftu fo kffkz;ksa us tqykbz ds l= esa izos k fy;k gs mugsa tqykbz l= ds l=h; dk;ksza dks gh iwjk djuk gsa ;fn l= fo ks k ds fy, fu;r frffk rd os viuk l=h; dk;z tek ugha dj ikrs rks mugsa vkxkeh tqykbz l= ds fy, fu/kkzfjr l=h; dk;ksza ds u;s lsv dks iwjk djuk gksxka mnkgj.kkfkz] ;fn tqykbz 2016 l= dk dksbz fo kfkhz viuk l=h; dk;ksza dks 31 ekpz 2017 rd tek ugha dj ikrk rks mls tqykbz 2017 ds u, l=h; dk;ksza dks iwjk djuk gksxka blh izdkj ftu fo kffkz;ksa us tuojh l= esa izos k fy;k gs mugsa mu ij l= ds l=h; dk;ksza dks gh iwjk djuk gs ;fn tuojh 2017 l= dk dksbz fo kfkhz 31 flrecj 2017 rd vius l=h; dk;z tek ugha dj ikrk rks mls tuojh 2018 ds u, l=h; dk;ksza dks iwjk djuk gksxka viuh mùkj&iqflrdk ds izfke i`"b ds Åijh Hkkx ds nkfgus fdukjs ij viuh ukekadu la[;k] uke] iwjk irk] rfkk Ásf"kr djus dh frffk fyf[k,a viuh mùkj&iqflrdk ds izfke i`"b ds ck;sa fdukjs ij dk;zøe rfkk ikb~;øe dk uke] dksm] l=h; dk;z la[;k rfkk v/;;u dsunz dk uke vksj dksm fyf[k,a 4

l=h; dk;z ds fy, vkidh mùkj&iqflrdk ds izfke i`"b ds Åijh Hkkx dk Lo:i bl izdkj gksuk pkfg,% dk;zøe dk uke@dksm ukekadu la[;k ikb~;øe dk uke@dksm. uke l=h; dk;z la[;k irk. vë;;u dsunz ¼dksM½.. vè;;u dsunz ¼uke½ fnukad. ¼uksV % fo kffkz;ksa }kjk bl Ák:i dk iwjh rjg r ls vuqlj.k djuk vko ld gs vu;fkk muds l=h; dk;z ewy;kafdr fd;s tkus ls oafpr fd;s tk ldrs gsaa 4½ 5½ 6½ 7½ 8½ 9½ vkidh mùkj&iqflrdk gj rjg ls iwjh gksuh pkfg,a fdlh Hkh l=h; dk;z tek djus ls igys ;g lqfuf pr dj yhft, fd vkius mlesa iwns x, lhkh Á uksa ds mùkj ns fn, gsaa mùkj iqflrdk viw.kz gksa rks vkidks de vad@xzsm feysaxsa vius mùkj esa bdkb;ksa dh lkexzh dks gwcgw mrkjuk mfpr ughaa ;fn vki,slk djrs gsa rks vkidks kwu; vad izkir gksaxsa vu; fo kffkz;ksa dh mùkj&iqflrdkvksa ls udy ugha dhft,a ;fn udy idm+h xbz rks,sls fo kffkz;ksa ds l=h; dk;z tkaps ugha tka,xsa Vafdr rfkk dai;wvj&eqfnzr l=h; dk;z dh Lohd`fr ugha gsa vius mùkj ds fy, Qqy Ldsi vkdkj ds dkxt] dk iz;ksx dhft,a ys[ku dk;z vke dkxt tks u vf/kd eksvk u vf/kd iryk gks] dk iz;ksx mi;qdr gksxka cka;k gkf k;k ds fy, 3 bap dh txg NksM+s rfkk l=h; dk;z dks iwjk djrs le; izr;sd mùkj ds igys ik p iafdr;ksa dk fjdr LFkku NksM+sA bl ijke kzd dks mi;qdr LFkkuksa ij mi;ksxh fviif.k;k fy[kus esa lqfo/kk gksxha izr;ssd mùkj ds igys Á u la[;k fyf[k,aa 10½ ewy;kadu ds mijkur l=h; dk;z vkids v/;;u dsunz ds leuo;d ds }kjk vkidks okil yksvk fn, tk,axsa blds lkfk,d ewy;kadu 'khv Hkh gksxha ftlesa l=h; dk;z esa vkids izn kzu ij ewy;kadu dh fogaxe fvii.kh gksxha blls vki vkxkeh l=h; dk;ksza rfkk l=kar ijh{kkvksa esa csgrj izn kzu djus esa lefkz gks ik,axsa 11½ v/;kid tkafpr l=h; dk;z dks fu;r v/;;u dsunz ds leuo;d dks Ásf"kr dhft,a 5

fo"k; folrkj% ikb~;øe% iqlrdky;] lwpuk vksj lekt ch,yvkbz&221:iqlrdky;] lwpuk vksj lekt v/;kid tkwp l=h; dk;z ikb~;øe dksm% ch,yvkbz&221 [kzm% 1&4 l=h; dk;z dksm%,,lvh@vh,e,@tqykbz 2016&tuojh 2017 bdkb;k 1&14 dqy vad% 70 uksv% lhkh iz uksa ds mùkj nhft,a I½ uhps fn, x, izr;sd iz u dk mùkj vf/kdre 500 'kcnksa esa nsa A ¼4x10=40 ¼ vad½ 1½ lwpuk lekt ds fofhkuu vuqcks/kksaa dh ppkz djsaa ¼10½ 2½ Hkkjr esa 16 jkt;ksa esa ikfjr iqlrdky; vf/kfu;e esa forrh; izko/kkuksa dk rqyukred v/;;u djsaa 3½ baf ycusv dh xfrfof/k;ksa dh ppkz lksngkj.k djsaa ¼10½ 4½ iqlrdky; O;kolkf;;ksa ds fy;s vkpkj lafgrk ds vfhkdyiu ds fy;s eq[; fl)krksa dk myys[k djsaa,lh lafgrk ds vfhkdyiu esa eqíksa,oa lel;kvksa dh ppkz djsaa ¼10½ ¼10½ II½ uhps fn, x, izr;sd iz u dk mùkj vf/kdre 250 'kcnksa esa nsa A ¼6x5=30 ¼ vad½ 1½ Kku lekt esa lkoztfud iqlrdky;ksa dh Hkwfedk ij izdk k MkysaA 2½ udyuohlh ds mu mnkgj.kksa dh O;k[;k djsa tks izfrfyi;kf/kdkj dks Hkax ugha djrsa 3½ iqlrdky;ksa esa lalk/ku lghkkfxrk dk;kzfuor djus esa fufgr eqíksasa dh ppkz djsaa 4½ fofhkuu usvodksza dh] mudh xfrfof/k;ksa ds vk/kkj ij] laf{kir ppkz djsa 5½,yvkbZ,l O;kolkf;;ksa dh fofhkuu Jsf.k;ksa dh ifjx.kuk djsaa buesa ls fdugha nks ds fø;kdykiksa dk o.kzu djsaa 6½,yvkbZ,l O;kolkf;vksa dh lrr~ f k{kk dh fn kk esa iqlrdky; la?kksa dh Hkwfedk dh ppkz djsaa 6

fo"k; folrkj% ch,yvkbz&222:lwpuk lzksr,oa lsok, v/;kid tkwp l=h; dk;z ikb~;øe dksm% ch,yvkbz&222 ikb~;øe% lwpuk lzksr,oa lsok, [kzm% 1&4 l=h; dk;z dksm%,,lvh@vh,e,@tqykbz 2016&tuojh 2017 bdkb;k % 1&14 dqy vad% 70 uksv% lhkh iz uksa ds mùkj nhft,a I½ uhps fn, x, izr;sd iz u dk mùkj vf/kdre 500 'kcnksa esa nsa A ¼4x10=40 vad½ 1½ 'kcndks k rfkk fo odks k tsls lanhkz lzksrksa ds ewy;kadu esa fufgr izfø;k dh O;k[;k djsaa ¼10½ 2½ fofhkuu izdkj ds lwpuk O;kolkf;;ksa dks lwphc) djsasaa buesa ls fdugha nks dh xfrfof/k;ksa dk lfolrkj o.kzu djsaa ¼10½ 3½ mi;ksdrkvksa dh lwpuk vko ;drkvksa dh fofhkuu Jsf.k;ksa dh ppkz djsaa viuk mùkj mnkgj.kksa dh lgk;rk ls nsaa ¼10½ 4½ Þfoi.ku fejþ ls vki D;k le>rs gsa\ O;k[;k djrs gq, crk, fd bls,yvkbz,l lsokvksa esa fdl izdkj iz;qdr fd;k tk ldrk gsa ¼10½ II½ uhps fn, f x, izr;sd iz u dk mùkj vf/kdre 250 'kcnksa esa nsa A ¼6x5=30 vad½ 1½ fofhkuu izdkj ds f}rh;d lwpuk lzksrksa dh ifjx.kuk djsaa O;k[;k djrs gq, crk, fd if=dk;sa fdl izdkj ls izkfkfed rfkk f}rh;d nksuksa rjg ds lwpuk lzksr ekuh tk ldrh gsaa 2½ vewy; lwpuk lzksr ds :Ik esa 'kkldh; lalfkkuksa dh mi;ksfxrk dh O;k[;k djsaa 3½ fdlh 'kks/k lalfkku ds iqlrdky; esa lanhkz lsok dh Hkwfedk dh ppkz djsaa 4½ iqlrdky;ksa esa gesa mi;ksdrk v/;;uksa dh D;ksa vko ;drk gksrh gs\,sls v/;;uksa dk ifjpkyu djus dh fof/k dh ppkz djsaa 5½ MkVkcsl [kkst rfkk lkfgr; [kkst esa D;k fhkuurk gs\ lwpuk [kkst esa lewgd dh Hkwfedk dh ppkz djsaa 6½ fofhkuu izdkj ds lwpuk mi;ksdrk v/;;uksa dk o.kzu djsaa 7

fo"k; folrkj% ikb~;øe% lwpuk dk O;oLFkkiu,oa izca/ku ch,yvkbz&223:lwpuk dk O;oLFkkiu,oa izca/ku v/;kid tk p l=h; dk;z ikb~;øe dksm% ch,yvkbz&223 [kzm% 1&4 l=h; dk;z dksm%,,lvh@vh,e,@tqykbz 2016&tuojh 2017 bdkb;k % 1&14 dqy vad% 70 uksv% lhkh iz uksa ds mùkj nhft,a I½ uhps fn, x, izr;sd iz u dk mùkj vf/kdre 500 'kcnksa esa nsa A ¼4x10=40 vad½ 1½ dksyu DySflfQds ku,oa M~;woh Mslhey DySflfQds ku oxhzdj.k iz.kkfy;ksa dk rqyukred v/;;u izlrqr djsaa ¼10½ 2½ ekdz D;k gs\ fdlh ekdz fjdkmz dh lajpuk dh ppkz djsaa ¼10½ 3½ dei;qvªhd`r vuqøe.khdj.k iz.kkfy;k D;k gsa\ budh ijlij rqyuk izlrqr djsaa ¼10½ 4½ var%ifjpkyuh;rk D;k gs\ bldks izkir djus dh fof/k;ksa dh ppkz djsaa ¼10½ II½ uhps fn, x, izr;sd iz u dk mùkj vf/kdre 250 'kcnksa esa nsa A ¼6x5=30 vad½ 1½ iqlrdky; oxhzdj.k esa dk;z ds rhu /kjkryksa dh izklafxdrk dh ppkz djsaa 2½ izlwph ds fofhkuu izdkj ds ckº; :iksa dh ifjx.kuk djsaa izlwph ds lokszrre :i ds p;u gsrq ekun.m dh ppkz djsaa 3½ izsfll ds eq[; vkijsvjksa dh O;k[;k mnkgj.kksa dh lgk;rk ls djsaa 4½ lh;lz fylv vkwq lctsdv gsfmaxl esa iz;qdr fofhkuu izdkj ds fo"k; 'kh"kzdksa dh ppkz djsaa 5½ vf/kd izhkkoh ifj.kke izkir djus ds fy,,d vksisd dh osc vk/kkfjr bavjqsl esa iz;qdr midj.kksa dk o.kzu djsaa 6½ fofhkuu izdkj dh vkavkwyksthl dh ppkz djsaa 8

fo"k; folrkj% ch,yvkbz&224:vkbzlhvh ds ewyk/kkj v/;kid tk p l=h; dk;z ikb~;øe dksm% ch,yvkbz&224 ikb~;øe% vkbzlhvh ds ewyk/kkj [kzm% 1&4 l=h; dk;z dksm%,,lvh@vh,e,@tqykbz 2016&tuojh 2017 bdkb;k % 1&15 dqy vad% 35 uksv% lhkh iz uksa ds mùkj nhft,a I½ uhps fn, x, izr;sd iz u dk mùkj vf/kdre 250 'kcnksa esa nsa A ¼3x5=15 vad½ 1½,ukykWx rfkk fmftvy leizs"k.k esa Hksn dhft,a 2½ gesa lwpuk lqj{kk dh vko ;drk D;ksa gs\ MkVk leizs"k.k esa lahkkfor lqj{kk ds [krjksa dh ifjx.kuk dhft,a 3½ [kkst midj.kksa dh lajpuk dh laf{kir ppkz dhft,a II½ uhps fn, x, izr;sd iz u dk mùkj vf/kdre 150 'kcnksa esa nsa A ¼5x4=20 vad½ 1½ ckj dksm jhmj ¼4½ 2½ mcuvm Qkby fllve ¼4½ 3½ bfkjusv ¼4½ 4½ fyczhvkfql ds ykhk ¼4½ 5½ esu beizsl foumks ¼4½ 9

BLI-224: vkbzlhvh ds ewyk/kkj l=h; dk;z ZZ folrkj {ks=% ikb~;øe dksm % ch,yvkbz- 224 ikb~;øe% vkbzlhvh ds ewyk/kkj l=h; dk;z dksm%,,lkvh@vh,e,@tqykbz 2016&tuojh 2017 [kam% 1 ls 4 bdkb;k a% 1 ls 14 dqy vad% 35 lkeku; funsz k% I) Ák;ksfxd l=h; dk;z dk vh;kl v/;;u dsaæ esa djuk vko ;d gsa bl dk;z dk ewy;kadu ijke kzd ;k Ák;ksfxd dk;z Ik;Zos{kd }kjk fd;k tk,xka II) lhkh Á uksa ds mrrj ds fy, LØhu dsiplz cukb, vksj mugsa,d Qkby esa lso dhft,a ijke kzd@ák;ksfxd Ik;Zos{kd bu LØhu dk ewy;kadu djsaxs vksj rnuqlkj vad nsaxsa III) lhkh Á uksa dk mrrj nsuk vfuok;z gsa 1) fyczhvkwfql jkbvj dk mi;ksx dj rkfydk ds lkfk,d i` B dk,d Áys[k rs;kj dhft, ftlesa fhkuu&fhkuu QkWUV vkdkj vksj ksyh ds lkfk mfpr VkbVy vksj gsfmxl fn, x, gksaa 3&4 LrEHkksa vksj 5&6 iafdr;ksa okyh ;g rkfydk ml Áys[k esa gh var% LFkkfir gksuh pkfg,a rkfydk e/; iafdrc) ;k lsavj vykbam gks vksj mlesa nh xbz lkexzh ckbz Nksj ls tlvhqkbm gksaa Åijh drkj esa fn;k x;k ewy ikb cksym Qsl esa gksuk pkfg, vksj iafdr;ksa dks,d nwljs ls vyx n kkzus ds fy, jaxksa vksj Nk;kdau dk mi;ksx fd;k tkuk pkfg,a 15 2) fyczhvkwfql beásl dk mi;ksx dj,d ÁstsaVs ku rs;kj dhft,a ÁstsaVs ku esa de ls de 4 LykbM~l gksuh pkfg,a igyh LykbM vk[;k LykbM gksuh pkfg,a nwljh LykbM esa,d cqysvsm lwph miyc/k djkbz tkuh pkfg,a rhljh LykbM esa ikb fooj.k ds lkfk,d best MkysaA vafre LykbM esa,d rkfydk MkysaA ÁR;sd LykbM esa gsmj rfkk ikb ds fy,,uhes ku LdhEl rfkk Vªkath ku bqsdv~l dk mi;ksx dhft,a 10 3) lseslvj 1 vksj lseslvj 2 esa ÁkIr vadksa dks n kkzus ds fy, fyczhvkwfql dsyd esa,d Qkby cukb,a bl Qkby dks o.kkzuqøe esa vadksa ds vkjksgh Øe esa NkafV,A MkVk dks Ánf kzr djus ds fy,,d Ckkj pkvz tksfm+,a 10 10

BLI-225: COMMUNICATION SKILLS TUTOR MARKED ASSIGNMENT Coverage: Course Code: BLI-225 Course: Communication Skills Assignment Code: AST-1/TMA/ Jul.16- Jan.17 Blocks: 1 to 5 Units: 1to18 Total Marks: 70 Note: Answer all questions. 1) Read the passage carefully and answer the questions given below. (20) Is talking on phone as easy as most of us believe it to be? And specially the days when almost certainly, our first job interview is likely to be on the phone? And what if we get employed in fields like tele-marketing or in customer support sections as tele-executives? Face-to-face communication consists of three elements: words, tone of voice and body language. On the phone there is no way of reading the body language of a person. So what you say and the tone of your voice becomes much more important as does your ability to listen and respond. A good idea is to smile while talking on the phone. This will help in keeping your voice enthusiastic and cheerful! When you make a business call or a call to a stranger (or even a personal call, for that matter) you should always, first of all, identify yourself. Give your name, and if it is a business call, your company s name and your position in the company to the person you are talking to. Speak slowly and clearly and say straightway why you are calling. It is best to state this immediately and clearly, though briefly. This way you can save a lot of time by not talking to the wrong person or at the wrong time. The most important thing about making a phone call is to make it, if you have to, even if it is about something unpleasant. Do not make a call very early or too late in the day. Even before you greet the caller you should be clear in your mind about what you want to talk about and how much you wish to say. In fact, it is a good idea to mentally rehearse your talk. It is still more helpful to keep important papers handy to which you can refer as you talk, so that facts and figures are correct, and you don t have to hunt for them while the caller waits. It is also important to keep a clear and direct approach with a minimum of social chit-chat. Social chat is alright occasionally, when you are relaxed and on very friendly terms with the caller but it tends to waste time, both yours and the other person s, who might be busy when your call comes through. Do not talk to anyone else while you are talking on the phone. If for some reason you have to, and then put the other person on hold. Give concise, to-the-point answers if the listener has any queries and say you don t know, if you are asked about something you don t have any knowledge of. Do not pretend that you have all the answers if you don t. Say that you will ring the person back as soon as you have the correct information and do call back as you promised. If it is an important call, make notes before you call so that you don t miss anything. Also, take notes during the call so that you can accurately recollect the information later. Jot down the name of the person who has called and address him by name. This helps in building rapport and leaves a better impression. In business calls it is also a good idea to send a fax or a letter confirming the decisions taken or agreements 11

arrived at, over the phone. Names and numbers should always be repeated and spelt out, if necessary, to avoid mistakes. An important fact about listening is that on an average a person listens in bits of 30 to 45 seconds at a time. Keep this in mind both when you make a call or receive one. Pause while speaking and your speech will be clear and will elicit a better response. Avoid using words such as like all that you know, etc., as well as nervous laughs. Eating and talking at the same time should also be avoided. Not only is it very rude, it also makes it very difficult for the other person to understand clearly what is being said. Remember also to reduce the volume of your TV or stereo when talking on the phone. Remember to greet your listener properly at the beginning of a call and bid them farewell before ending the call. Tell the other person that the call was important to you and that it was a pleasure talking to him/her. And keep the phone gently on the hook. It is bad manners to bang the phone down at the end of a call. If you keep these things in mind, making and receiving phone calls should be a pleasure, not a chore. i. How is face-to-face communication different from talking on the phone? (2) ii What important facts about listening should we keep in mind while talking on the phone? How should we deal with this fact? (2) iii How should we prepare for an important call? (2) iv List two things we must not do when talking on the phone. (2) v List two things we should do while talking on the phone. (2) vi vii Why is it important to smile while talking on the phone, especially when it cannot be seen? (2) What are some of the other ways in which you can create a good impression about yourself on the phone? (2) viii Make sentences with the following words/phrases. (6) a b c d Body language Mentally rehearse Concise Confirm 2) Fill in the blanks using the correct form of the verb given in the blanks (10) Once upon a time there - (live, lived) a man called Limathung. He had a friend called David who eventually (become, became) the Chief Librarian of Parliament house, New Delhi. Limathung thought, How lucky my friend 12

David is. He is now the Chief Librarian of Parliament house. He (should, must) have lots of influential friends in Parliament, good facilities, and good opportunities. I wish I (have, had) his luck. One day he (decided, planning) to visit his friend David to enjoy his hospitality. When he (reached, drive) the Parliament, the Chief Librarian himself (received, greets) him with respect and affection. Limathung then - (told, tells) the king that he - (was, be) indeed a lucky man. His friend David smiled. He- -------------- (invites, invited) his friend to have lunch with him. 3) Complete the following telephone conversation with suitable expressions: (10) a) Thank you for calling university library helpline. This is Wati speaking. How ------------ ------------------? b) Could -----------please connect me to Ms.Chondeno, the documentation scientist? I want to ---------------------------------------------- c) I am sorry, the she is not ----------------------------------- Could you--------------------------- ---- I will ask her --------------------------------- d) I will-------------------her to call back as soon-------------------------she------------------ to her sett today. e) ---------------- Wati f) ----------------------- 4) Prepare 5 suitable slides for making a presentation on any one of the following topics: (10) -Effective communication between library staffs and the users -Importance of body language at work place 5) Write on any two of the given topics in about 100 words (10) a) Different styles of communication b) Basic guidelines for writing skills c) Some basic telephone techniques 6) Write an appreciation letter to the chief librarian of public library for his/her role in elevating the standard of the library. (10) 13

fo"k; folrkj% ch,yvkbzbz&226:iqlrdky;,oa lwpuk dsanz dk izca/ku v/;kid tk p l=h; dk;z ikb~;øe% iqlrdky;,oa lwpuk dsanz dk izca/ku ikb~;øe dksm% ch,yvkbzbz&226 [kzm% 1&4 l=h; dk;z dksm%,,lvh@vh,e,@tqykbz 2016&tuojh 2017 bdkb;k % 1&15 dqy vad% 70 uksv% lhkh iz uksa ds mùkj nhft,a I½ uhps fn, x, izr;sd iz u dk mùkj vf/kdre 500 'kcnksa esa nsa A ¼4x10=40 vad½ 1½ fofhkuu fopkjdksa }kjk izlrkfor izca/ku ds lkeku; fl)karksa dh O;k[;k djsaa ¼10½ 2½ fdlh iqlrdky; esa izys[kksa ds vtzu dh fofhkuu fof/k;ksa dh igpku djsaa eksfnzd Hkqxrku ekf/;r iqlrdksa dh vf/kxzg.k fof/k dh lfolrkj O;k[;k djsaa ¼10½ 3½ fdlh fo ofo kky; iqlrdky; ds fofhkuu fohkkx crkb;sa ifjpkyu fohkkx ds fofhkuu dk;zdykiksa dh lfolrkj O;k[;k djsaa ¼10½ 4½ xzafksrj lkexzh ds vfkz dh O;k[;k djsaa fdlh iqlrdky; esa buds p;u ds lzksrksa dk o.kzu djsaa ¼10½ II½ uhps fn, x, izr;sd iz u dk mùkj vf/kdre 250 'kcnksa esa nsa A ¼6x5=30 vad½ 1½ iqlrdky; O;kolkf;;ksa dh cnyrh gqbz Hkwfedk dk o.kzu djsaa cnyrs ifjos k esa,yvkbz,l O;kolkf;;ksa }kjk visf{kr dks ky dk myys[k djsaaa 2½ iqlrdky;ksa esa ifjorzu dks dk;kzfuor djus dh izfø;k dh O;k[;k djsaa 3½ iqlrdky; esa forrh; fjdkmz j[kus ds dkj.kksa rfkk egro dk o.kzu djsaa 4½ O;k[;k djsa fd tsmhchch ihih,l ls fdl izdkj ls fhkuu gsa 5½ iqlrdky;ksa esa lkexzh dh ftynlkth rfkk ifjj{k.k dh vko ;drk,oa míss ;ksa dh ppkz djsaa 6½ fdlh iqlrdky; Hkou ds vfhkdyiu esa /;ku j[kus ;ksx; viknk fujks/kd mik;ksa dk o.kzu dhft,a 14

fo"k; folrkj% ch,yvkbzbz&227: izys[k izfø;kdj.k vh;kl izk;ksfxd ikb~;øe dksm% ch,yvkbzbz&227 ikb~;øe% izys[k izfø;kdj.k vh;kl [kzm% 1&3 l=h; dk;z dksm%,,lvh@vh,e,@tqykbz 2016&tuojh 2017 bdkb;k %% 1&14 dqy vad% 70 lkeku; funsz k% Hkkx 1% oxhzdj.k vh;kl % MhMhlh 19osa laldj.k ds vuqlkj I) uhps nh xbz rkfydk esa izr;sd vk[;k ds lkeus miyc/k fjdr LFkku esa vius mùkj izlrqr dhft,a II) uhps nh xbz lhkh vk[;kvksa dks oxhzd`r dhft,a izr;sd iz u 7 vad dk gs ¼oxZ la[;k ds fy, 3 vad vksj fo ys"k.k ds fy, 4 vad½ III) iznùk oxz la[;k ;Fkk lahko fof k"v gksuh pkfg, lkfk gh oxz la[;k ds fuekz.k dk folr`r fo ys"k.k Hkh fn;k tkuk pkfg,a IV) M~;wbZ Mslhey DySflfQds ku ds 19osa laldj.k dh izfr;ka v/;;u dsunz esa vkids mi;ksx gsrq miyc/k gsaa mi;ksx ds ckn mugsa okil yksvk nhft,a Sl. Title to be Classified Class Number Digit by Digit Analysis of the No. Assigned Class Number 1. Teaching of Public Administration 2. Application of Nitrogen Fertilizers to Cotton Crop 3. Research in Homeopathic System of Medicine 15

4. Architecture of Temples in South India 5. Social Causes of Poverty Hkkx 2% izlwphdj.k vh;kl vad) (7X5 = 35 vad I. uhps nh xbz lhkh vk[;kvksa dks,,lhvkj&2vkj vksj ekdz 21 ds vuqlkj izlwphd`r dhft,a,,lhvkj&2vkj ds vuqlkj izlwphd`r vk[;kvksa ds fy, vfrfjdr lays[k Hkh cukb,a II. mùkj dsoy dkxt ij gh rs;kj fd;s tkus pkfg,a,,lhvkj&2vkj ds lays[kksa ds fy, 5" X 3" ds vkdkj ds i=dksa dk mi;ksx dhft,a,e,vkjlh 21 ds fy, rkfydkc) vk:i dk iz;ksx dhft, tslk fd uhps lq>k;k x;k gsa III. izr;sd iz u 7 vad dk gsaa ¼,,lhvkj&2vkj ds fy, 4 vad vksj ekdz lays[k ds fy, 3 vad½ IV. fo"k; 'kh"kzd ds fy, fl;lz fylv vkwq lctsdv gsfmaxl dh izfr;ka v/;;u dsanz esa vkids mi;ksx ds fy, miyc/k gsaa mi;ksx ds ckn bugsa okil yksvk nhft,a,,lhvkj&2vkj i=dkas dk izk:i 16

ekdz 21 dk izk:i Tag Indicator Description Subfield Data vk[;k 1: THE CHARM OF STRANGE QUARKS: MYSTERIES AND REVOLUTIONS OF PARTICLE PHYSICS R. Michael Barnett Henry Mühry Helen R. Quinn New York Springer 2000 OTHER INFORMATION CALL NO. 539.72 BAR ACC. NO. 2344565 PAGES x, 302 p. SIZE 24 cm. ISBN 0387988971 17

vk[;k 2: DOES IT TAKE A VILLAGE? : COMMUNITY EFFECTS ON CHILDREN, ADOLESCENTS, AND FAMILIES Edited by Alan Booth, Ann C. Crouter Mahwah, N.J. Lawrence Erlbaum 2001 OTHER INFORMATION CALL NO. 362.70973 DOE ACC. NO. 23454 PAGES xi, 263 p. SIZE 23 cm. ISBN 0805832424 vk[;k 3: PRESERVING SCIENTIFIC DATA ON OUR PHYSICAL UNIVERSE : A NEW STRATEGY FOR ARCHIVING THE NATION S SCIENTIFIC INFORMATION RESOURCES Steering Committee for the Study on the Long-term Retention of Selected Scientific and Technical Records of the Federal Government Commission on Physical Sciences Mathematics, and Applications, National Research Council OTHER INFORMATION CALL NO. 025 ACC. NO. 87678 PAGES ix, 67 p. SIZE 28 cm. ISBN 030905186X Washington, D.C. National Academy Press 1995 18

vk[;k 4: INTEGRATING EAST ASIAN MEDICINE INTO CONTEMPORARY HEALTHCARE Edited by Volker Scheid, Hugh MacPherson Foreword by Ted J. Kaptchuk Volume 1: Defining best practice or cultivating best practitioners / Volker Scheid Volume 2: Pulse-touching: qualities and the best practitioner / Judith Farquhar Volume 3: Multiple enactments of Chinese medicine / Trina Ward New York Churchill Livingstone Elsevier 2012 OTHER INFORMATION CALL NO. 610 INT ACC. NO. 35654-7 SIZE 24 cm. vk[;k 5: American journal of public hygiene and journal of the Massachusetts Association of Boards of Health Vol. 1 No. 3 1907 Boston Massachusetts Association of Boards of Health OTHER INFORMATION CLASS NO. 614.05 FIRST PUBLISHED IN 1907 FREQUENCY HOLDING Quarterly Library has volume 57 onwards 19

fo"k; folrkj% ikb~;øe% lwpuk mrikn,oa lsok, a ch,yvkbzbz&228:lwpuk mrikn,oa lsok, v/;kid tk p l=h; dk;z ikb~;øe dksm% ch,yvkbzbz&228 [kzm% 1&4 l=h; dk;z dksm%,,lvh@vh,e,@tqykbz 2016&tuojh 2017 bdkb;k % 1&13 dqy vad% 35 uksv% lhkh iz uksa ds mùkj nhft,a I½ uhps fn, x, izr;sd iz u dk mùkj vf/kdre 250 'kcnksa esa nsa A ¼3x5=15 vad½ 1½ 2½ 3½ lkef;d tkx:drk lsok ls vki D;k le>rs gsa\ bldh fof k"vrkvksa dk o.kzu djsaa ^lwpuk fo ys"k.k^ vo/kkj.kk dh O;k[;k djsaa Hkkjr esa dqn vkbz-,-lh- dsunzksa dh xfrfof/k;ksa ij izdk k MkysaA izys[k forj.k lsok dh ifjhkk"kk nsaa fofhkuu izdkj ds izys[k forj.k iz.kfy;ksa @ekwmy~l ds ykhkksa dh ppkz djsaa II½ uhps fn, x, izr;sd iz u dk mùkj vf/kdre 150 'kcnksa esa nsa A ¼5x4=20 vad½ 1½,yvkbZ,l lsaokvksa ds fy;s izhkkoh osc foi.ku dk;zuhfr fodflr djus ds fy;s lsok foi.ku ds 7ih fdl izdkj ls iz;ksx esa yk, tk ldrs gsa\ la{ksi esa O;k[;k djsaa ¼4½ 2½ osc 2-0 ds fo ks"k y{k.kksa dh O;k[;k djsaa ¼4½ 3½ lekpkj drju lsok D;k gs\ fdlh fof k"v iqlrdky; }kjk bls dsls vk;ksftr fd;k tk ldrk gs\ ¼4½ 4½ fdlh 'kks/k iqlrdky; esa lesfdr lwpuk ls izkir gq, ykhkksa ij izdk k MkysaA ¼4½ 5½ fofhkuu izdkj dh varfoz"k; izca/ku iz.kkfy;ksa dk la{ksi esa o.kzu djsaa ¼4½ 20

fo"k; folrkj% ikb~;øe% lwpuk mrikn,oa lsok, a ch,yvkbzbz&228:lwpuk mrikn,oa lsok, izk;ksfxd ikb~;øe dksm% ch,yvkbzbz&228 [kzm% 1&4 l=h; dk;z dksm%,,lvh@vh,e,@tqykbz 2016&tuojh 2017 bdkb;k % 1&14 dqy vad% 35 I½ fueufyf[kr xzafkijd fooj.k dks,e,y, LVSaMMZ ds 7osa laldj.k ds vuqlkj O;ofLFkr dhft,a fvii.kh% fofhkuu lzksrksa ds fy, nh xbz lwpuk dkyifud gsa lhkh iz uksa ds mùkj nhft,a 3.1) iqlrdsa First Editor Second Editor Title Sub Title Publisher Devina Dutt Mukta Rajadhyaksha Path Finders A Journey through India s Art and Culture Sage Year of Publication 2015 Place of Publication Type of Publication Other Information India Print It is a six volume set. 1 Music 2 Visual Arts 3 Dance 4 Literature 5 Theatre 6 Cinema 21

3.2 if=dk dk ys[k First Author Second Author Third Author Name of the Periodical Rita Marcella Baxter Graeme Cheah Shih Libri Title of the Article Use of Internet by Political Parties and Candidates in the 2007 Scottish Parliament Elections Volume Number 58 Issue Number 4 Year of Publication 2008 Pages 294-305 Type of Publication Print 3.3 vkuykbzu lekpkj ys[k Name of the Newspaper Economic Times Date of the Publication 30.4.2014 Date of Retrieving/Accessing 30.5.2014 Author Title of the Newspaper Clipping Web Address Type of Publication Siddharth Varadarajan Time to curb unfettered electoral expenditure by political parties that impacts poll outcomes http://articles.economictimes.indiatimes.com/2014-04-30/news Web 22

3.4 iqlrd dk v/;k; Editors Title of the Book Publisher John Zavos, Pralay Kanungo, Deepa S Reddy, Maya Warrier, Raymond Brady Williams Public Hinduism Sage Publication Year of Publication 2012 Place of Publication Title of the Chapter Author of the Chapter Pages of the Chapter India Community Mobilization Tanika Sarkar Hindutava s Hinduism Type of Publication 264-282 3.5 ljdkjh izdk ku Author Title Sub Title Publisher Place of Publication UNICEF-IRC The Challenges of Climate Change Children on the Frontline UNICEF of Research Florence Year of Publication 2014 Type of Publication Print II) uhps fn;s x, ifjpnsn dk lkj vf/kdre 50 'kcnksa esa cukb,a (5) dei;wvj,fllvs~m VsyhQksu buvjo;wbax (CATI) iz.kkyh Lwkpuk izks ksfxdh ds c<+rs gq, iz;ksx us losz{k.k djus ds ijaijkxr ifj '; dks cny fn;k gsa blls de esgur o de le; esa 'kks/k dh xq.koùkk fuf pr :i ls c<+h gsa orzeku esa lk V~os;j deiuh;ksa us MkVk laxzg.k rfkk fo ys"k.k dks ljy djus okys dbz lk V~os;j 'kq: fd;s gsaa tsls fd dei;wvj,fllvsm iluzy buvjo;wbax¼lh,ihvkbz½] dei;wvj,fllvsm 23

VsyhQksu buvjo;wbax¼lh,vhvkbz½] vkwfm;ks dei;wvj,fllvs~m lsyq buvjo;wbax¼,lh,,lvkbz½] foudsvh fllve] foudsvh fedl eksm,m lsull osc vkfna dsvh iz.kkyh dk iz;ksx VsfyQksu lk{kkrdkj }kjk fo o Hkj esa QSys gq, vusd mùkjnkrkvksa ls MkVk,d= djus ds fy, fd;k tkrk gsa bl iz.kkyh esa dei;wvlz dk iz;ksx vksipkfjd lk{kkrdkj esa xfrfof/k;ksa ds Lopkyu ds fy;s fd;k tkrk gsa ljy 'kcnksa esa] dei;wvjlz dk iz;ksx losz{k.k esa fd;k tkrk gsa ;s iz u] MkVk] MkVk izfof"v rfkk MkVk fo ys"k.k ij fu;a=.k j[krs gsa vko ;drk im+us ij ;g v/;;u dh flfkfr dks Hkh lqxe djrk gsa ;g lk{kkrdkj] izca/ku,oaa fu;a=.k esa Hkh enn djrk gsa bl iz.kkyh esa,d ihlh visf{kr gs tks fd usvodz ds ek/;e ls lozj ls tqmk gks tgkw MkVk dsnzhd`r :i ls laxzghr gks ldsa bl iz.kkyh esa,d VsfyQksu] gsm lsv] iwns tkus okys iz uksa dk camy rfkk mùkjnkrkvksa ds VsyhQksu uecj dh Hkh vko ;drk gksrh gsa Lkk{kkRdkjdrkZ dei;wvj LØhu ds lkeus csbrk gs] iz uksa dks i<+rk gs rfkk tokcksa dks dsoy fjdkmz djrk gsa bl iz.kkyh ds ykhkks dks ns[krs gq, gesa lk{kkrdkj esa ekuoh; Li kz dh Hkwfedk dks de djds ugha vkaduk pkfg,a mnkgj.k ds fy,] iz uksa esa mfpr 'kcn&;kstuk] muds Li"Vhdj.k dk Øe] iz uksa ij lq>ko rfkk mlls Hkh vf/kd egroiw.kz] mùkjnkrk dks eqdr RkFkk Li"V mùkj nsus ds fy;s rs;kj djuk fuf pr :i ls mùkjnkrvkas ls fo oluh; mùkj fnyokrk gsa III) fdlh,d lekpkj i= dh finys lkr fnu ;k fdugha Øekxr lkr fnuksa dh [kcjks dks pqurs gq,] lekpkj i= drju lsok rs;kj djsaa (3X5=15 vad) bl izdkj ds fo"k;ksa dks /kkj.k djus okyh [kcjksa dk p;u djsa% 1- Ukkjh ds fo:) vijk/k 2- Hkkjr ds varjkz"vªh; laca/k 3- Hkkjrh; vfkzo;olfkk Åij myysf[kr fo"k;ksa ls lacaf/kr [kcjksa dks dkvs rfkk muesa ls izr;sd dks,d vyx dkxt dh 'khv ¼A4 lkbt dkxt½ ij fpidk;saa MhMhlh 19osa laldj.k dk mi;ksx djrs gq, lhkh drjuksa dks O;kid oxz la[;k nsaa frffk vuqlkj,oa oxz la[;k vuqlkj drjuksa dks O;ofLFkr djsa rfkk mugsa Qkby doj esa j[ksaa Lwkpuk izks ksfxdh ds c<+rs gq, iz;ksx us losz{k.k djus ds ijaijkxr ifj '; dks cny fn;k gsa blls de esgur o de le; esa 'kks/k dh xq.koùkk fuf pr :i ls c<+h gsa vki ns[k ldrs gsa fd lkq~vos;j deiuh;ksa us MkVk laxzg.k rfkk fo ys"k.k ds fy;s dbz lkqv~os;j cuk;s gsaa vkidh lwpuk gsrq buesa ls dbz dk ;gkw myys[k fd;k x;k gsa buesa dei;wvj,fllvsm iluzy buvjo;wbax] dei;wvj,fllvsm VsyhQksu buvjo;wbax] vkwfm;ks dei;wvj,fllvsm lsyq buvjo;wbax] foudsvh fllve] foudsvh fedl eksm,m lsull osc rfkk ;gkw mn~/k`r djus ds fy, dbz vksja 24

dsvh iz.kkyh dk mi;ksx nqfu;khkj esa fc[kjs gq,s vusd mùkjnkrkvksa ls MkVk,d=u ds fy, VsfyQksu lk{kkrdkj djus ds fy, fd;k tkrk gsa bl iz.kkyh dk iz;ksx vksipkfjd lk{kkrdkj esa xfrfof/k;ksa ds Lopkyu ds fy;s fd;k tkrk gsa ljy 'kcnksa esa dei;wvj dk iz;ksx losz{k.k esa fd;k tkrk gsa budk iz;ksx iz u] MkVk] MkVk izfof"v rfkk MkVk fo ys"k.k ds fu;a=.k ds fy;s fd;k tkrk gsa vko ;drk imus ij ;g fdlh v/;;u dh flfkfr dks lqxe djrk gsa dei;wvj fdlh v/;;u ds izca/ku,oa fu;a=.k esa Hkh enn djrk gsa,sls fllve esa,d ihlh dh vko ;drk gksrh gs tks fd usvodz ds ek/;;e ls lozj ls tqm+k gksxk ftlesa dsnzhd`r MkVk laxzhgr gksxka,sls fllve esa vko ;drk gksrh gs,d VsfyQksu] gsmlsv] iwns tkus okys iz u rfkk mùkjnkrkvksa ds VsfyQksu uecj dha,sls esa buvjo;w ysus okyk dei;wvj LØhu ds lkeus csbdj iz u i<+rk gs rfkk mùkj mlesa QhM djrk gsa,slh iz.kkyh ds ykhk ns[krs gq,s gesa lk{kkrdkj esa ekuo Li kz dh Hkwfedk dks utjvankt ugha djuk pkfg,a mnkgj.kkfkz iz uksa esa mfpr 'kcnks dk iz;ksx muds Li"Vhdj.k dk Øe iz uksa ij lq>ko rfkk mlls Hkh vf/kd vko ;d mùkjnkrkvksa dks mùkj eqdr RkFkk Li"V nsus ds fy;s rs;kj djuk gh muds }kjk fo oluh; mùkj mriuu djsxka 25

fo"k; folrkj% ch,yvkbzbz&229: iqlrdky;ksa esa vkbzlhvh v/;kid tk p l=h; dk;z ikb~;øe dksm% ch,yvkbzbz&229 ikb~;øe% iqlrdky;ksa esa vkbzlhvh [kzm% 1&2 l=h; dk;z dksm%,,lvh@vh,e,@tqykbz 2016&tuojh 2017 bdkb;k %% 1&8 dqy vad% 35 uksv% lhkh iz uksa ds mùkj nhft,a I½ uhps fn, x, izr;sd iz u dk mùkj vf/kdre 250 'kcnksa esa nsa A ¼3x5=15 vad½ 1½ vf/kxzg.k iz.kkyh ds Lopkyu esa fufgr izfø;kvksa dh O;k[;k djsaa 2½ iqlrdky; Lopkyu iz.kkyh esa izo`fr;ksa dh foospuk djsaa 3½ eqfnzr lkexzh dh fmft~vkbt~s ku izfø;k dk o.kzu djsaa II½ uhps fn, x, izr;sd iz u dk mùkj vf/kdre 150 'kcnksa esa nsa A ¼5x4=20 vad½ 1½ DykmM vk/kkfjr iqlrdky; Lopkyu ¼4½ 2½ fyadm vksiu MkVk ¼4½ 3½ izkf/kdkj fu;a=.k ¼4½ 4½ ekdz 21 ¼4½ 5½ flye ¼,l,y vkbz,e½ ¼4½ 26

folrkj {ks= % ikb~;øe% iqlrdky;ksa esa vkbzlhvh BLIE-229: iqlrdky;ksa esa vkbzlhvh Ák;ksfxd ikb~;øe dksm % ch,yvkbzbz&229 [kam% 1 ls 2 l=h; dk;z dksm %,,lvh@vh,e, /tqykbz 2016&tuojh 2017 bdkb;ka% 1 ls 8 dqy vad% 35 funsz k% lhkh Á uksa ds mùkj nhft,a I) Ukhps fn, x, ÁR;sd Á u dk mrrj vf/kd ls vf/kd 500 kcnksa esa nhft,% 1- dksgk ¼koha½ esa fueufykf[kr xfrfof/k;ka dhft,% & iw.kz fooj.k ds lkfk 2 foøsrkvksa dk l`tu dhft,a & YkxHkx 4 vk[;kvksa ds fy, Ø;kns k tkjh dhft,a & Álwphdj.k ekwm~;wy esa bu 4 vk[;kvksa dk MkVk ntz dhft,a & vko ;d tkudkjh ds lkfk 4 mi;ksdrkvksa dk l`tu dhft,a &,d mi;ksdrk dks 2 iqlrdsa nsus dk l`tu dhft,a 20 Th,lMh,y lkw Vos;j balvkwy dhft,] ihmh,q] Mhvkslh] ihihvh Qkbyksa ds yxhkx nl Áys[kksa dks viyksm dhft,a ÁR;sd Áys[k ds fy, folr`r esvkmkvk nhft,a vksj,d lhmh ds fy, laxzg Ádkf kr dhft,a 15 27