BHMCT UNIT 1 IMPORTANT QUESTION ANSWERS

UNIT VISE IMPORTANT QUESTIONS

BHM-21

ANSWERS TO IMPORTANT QUESTIONS

UNIT-1 PART-A

1. Write a brief definition of Communication.

Meaning:

• The act or process of using words, sounds, signs, or  behaviours to  express or exchange information or to  express your ideas, thoughts, feelings, etc.,  to someone else.
• A message that is given to someone: a letter, telephone call, etc.
• The ways of sending information to people by using technology.

DEFINITION:

                   “Communication is the process by which information is transmitted between individuals and/or organizations so that an understanding response results”.

According to Newman and Summer,

                     “It is an exchange of facts, ideas, opinions or emotions by two or more persons”.

• What is Non Verbal Communication?

Non-verbal communication consists of all the messages other than words that are used in communication.

Nonverbal communication entails communicating by sending and receiving wordless messages. These messages usually reinforce verbal communication, but they can also convey thoughts and feelings on their own.

Types of Non-Verbal Communication:

Facial Expressions

Gestures

Paralinguistic

Body Language and Posture

Proxemics

 Eye Gaze

Haptics

Appearance

Silence

• What is intra personal  Communication?

INTRAPERSONAL COMMUNICATION: This communication occurs within the individuals brain in the form of internal dialogue, as one cannot stop communicating with himself. Intrapersonal communication is the intrapsychic dialogue that often takes place in our heads.  The content or text of intrapersonal communication consists of thoughts. The medium or channel of this kind of communication is neurological chemical apparatus through which talks are proceed in the brain.

Definition: Intra-personal communication is a process in which people communicate with themselves either consciously or unconsciously.

• What is formal and informal communication?

The Formal Communication is the exchange of official information that flows along the different levels of the organizational hierarchy and conforms to the prescribed professional rules, policy, standards, processes and regulations of the organization.

The formal communication follows a proper predefined channel of communication and is deliberately controlled. It is governed by the chain of command and complies with all the organizational conventional rules.

Definition: The Informal Communication is the casual and unofficial form of communication wherein the information is exchanged spontaneously between two or more persons without conforming the prescribed official rules, processes, system, formalities and chain of command.

The informal communications are based on the personal or informal relations such as friends, peers, family, club members, etc. . In the business context, the informal communication is called as a “grapevine” as it is difficult to define the beginning and end of the communication.

                                                            OR

• Formal and informal communication both are important and effective. Formal communication strictly follows rules and regulation prescribed by organization. On the contrary, Informal communication does not maintain any rule and regulation.

• Formal and Informal communication both can be effective communication for an organization if the Management can handle those properly. Although Informal communication is out of control of Management. But strategic planning may help to make it fruitful for organizational purpose.

• What is interpersonal communication?

INTERPERSONAL COMMUNICATION: This level of communication includes ideas or information’s shared by people. This can assume in the form of face to face conversation, video conference, and telephonic talk and soon. It takes place in our day to day life. This level of communication is beneficiary as doubts can be clarified instantly and immediate feedback is possible. Interpersonal communication depends on the chemistry between two parties involved. The environment and cultural context also play their vital role. Besides it can be formal and informal .Interpersonal communication takes place between a person and someone else or some others in a relatively small collection of people. Sometimes the communicators are acquainted, as at a dinner party, and sometimes they are not, as when strangers speak on the street, on a bus, or in a supermarket.

Definition:: communication between two or more people is called as inter-personal communication.

• What is formal communication?

FORMAL COMMUNICATION:

Communication through the chain of command is known as formal communication.

Definition: The Formal Communication is the exchange of official information that flows along the different levels of the organizational hierarchy and conforms to the prescribed professional rules, policy, standards, processes and regulations of the organization.

The formal communication follows a proper predefined channel of communication and is deliberately controlled. It is governed by the chain of command and complies with all the organizational conventional rules.

• What is informal communication?

Definition: The Informal Communication is the casual and unofficial form of communication wherein the information is exchanged spontaneously between two or more persons without conforming the prescribed official rules, processes, system, formalities and chain of command.

The informal communications are based on the personal or informal relations such as friends, peers, family, club members, etc. and thus is free from the organizational conventional rules and other formalities. In the business context, the informal communication is called as a “grapevine” as it is difficult to define the beginning and end of the communication.

• What is verbal communication?

Meaning: Verbal communication refers to the utilization of words to express ourselves in front of other people.

Definition: The Verbal Communication is a type of oral communication wherein the message is transmitted through the spoken words. Here the sender gives words in the form of feelings, thoughts, ideas and opinions and expresses them through speeches, discussions, presentations, and conversations.

• What is effective communication?

Effective Communication is defined as the ability to convey information to others effectively and efficiently. Hotel managers with good verbal, nonverbal and written communication skills help facilitate the sharing of information between people within an hotel for its commercial benefit.

Effective Communication will help to Construct and Foster Sustainable and Productive Relationship.

It will give space to Innovations

It help to Build an Effective Team

It leads to Effective Management

It Contributes to the Overall Growth of the Organization

1. What is the process of communication?

Definition: The Communication is a two-way process wherein the message in the form of ideas, thoughts, feelings, opinions is transmitted between two or more persons with the intent of creating a shared understanding.

Communication Process

The communication is a dynamic process that begins with the conceptualizing of ideas by the sender who then transmits the message through a channel to the receiver, who in turn gives the feedback in the form of some message or signal within the given time frame. Thus, there are Seven major elements of communication process:

1. Define medium of communication?

In the communication process, a medium is a channel or system of communication—the means by which information (the message) is transmitted between a speaker or writer (the sender) and an audience (the receiver). The plural form is media, and the term is also known as a channel.

The medium used to send a message may range from an individual’s voice, writing, clothing, and body language to forms of mass communication such as newspapers, television, and the internet.

1. What is the difference between verbal and non-verbal communication?

Verbal communication	Non-verbal communication
Exchange of information by words	Exchange of information by wordless clues
Has less chance of confusion	Has high chance of confusion
It is easy to understand	It is difficult to understand
It is highly structured and formal	It lacks structure and highly informal
The presence of two persons is not necessary	The presence of two persons are necessary

UNIT- 1   PART  – B

1. Explain in detail the Process of Communication.

Communication is a natural instinct of all living creatures. It is the basic need of all human beings. It plays all the more significant role in the present day organizations which are complex, dynamic and socially oriented. Effective communication keeps the organization vibrant, vital and smooth.

Meaning:

• The act or process of using words, sounds, signs, or  behaviours to  express or exchange information or to  express your ideas, thoughts, feelings, etc.,  to someone else.
• A message that is given to someone: a letter, telephone call, etc.
• The ways of sending information to people by using technology.

DEFINITION:

                   “Communication is the process by which information is transmitted between individuals and/or organizations so that an understanding response results”.

According to Newman and Summer,

                     “It is an exchange of facts, ideas, opinions or emotions by two or more persons”.

  OBJECTIVES OF COMMUNICATION:

• To give and receive information.
• Conveying the Right Message.
• Coordination of Effort.
• Good Industrial Relations.
• Development of Managerial Skills.
• Effectiveness of Policies.
• To Provide Advice.
• To Receive Suggestions.
• To Persuade People.
• To Motivate People.

Communication Process

The communication is a dynamic process that begins with the conceptualizing of ideas by the sender who then transmits the message through a channel to the receiver, who in turn gives the feedback in the form of some message or signal within the given time frame. Thus, there are Seven major elements of communication process:

1. Sender: The sender or the communicator is the person who initiates the conversation and has conceptualized the idea that he intends to convey it to others.
2. Encoding: The sender begins with the encoding process wherein he uses certain words or non-verbal methods such as symbols, signs, body gestures, etc. to translate the information into a message. The sender’s knowledge, skills, perception, background, competencies, etc. has a great impact on the success of the message.
3. Message: Once the encoding is finished, the sender gets the message that he intends to convey. The message can be written, oral, symbolic or non-verbal such as body gestures, silence, sighs, sounds, etc. or any other signal that triggers the response of a receiver.
4. Communication Channel: The Sender chooses the medium through which he wants to convey his message to the recipient. It must be selected carefully in order to make the message effective and correctly interpreted by the recipient. The choice of medium depends on the interpersonal relationships between the sender and the receiver and also on the urgency of the message being sent. Oral, virtual, written, sound, gesture, etc. are some of the commonly used communication mediums.
5. Receiver: The receiver is the person for whom the message is intended or targeted. He tries to comprehend it in the best possible manner such that the communication objective is attained. The degree to which the receiver decodes the message depends on his knowledge of the subject matter, experience, trust and relationship with the sender.
6. Decoding: Here, the receiver interprets the sender’s message and tries to understand it in the best possible manner. An effective communication occurs only if the receiver understands the message in exactly the same way as it was intended by the sender.
7. Feedback: The Feedback is the final step of the process that ensures the receiver has received the message and interpreted it correctly as it was intended by the sender. It increases the effectiveness of the communication as it permits the sender to know the efficacy of his message. The response of the receiver can be verbal or non-verbal.

• What are the different Communication Mediums?/ types of communication

Definition: The Communication is a two-way process wherein the message in the form of ideas, thoughts, feelings, opinions is transmitted between two or more persons with the intent of creating a shared understanding.

                   “Communication is the process by which information is transmitted between individuals and/or organizations so that an understanding response results”.

According to Newman and Summer,

                     “It is an exchange of facts, ideas, opinions or emotions by two or more persons”.

TYPES OF COMMUNICATION:

Communication is widely divided into Verbal and Non-Verbal Communication.

Verbal Communication:

Verbal communication entails the use of words in delivering the intended message. The two major forms of verbal communication include written and oral communication.

Written Communication:
Written communication includes traditional pen and paper letters and documents, typed electronic documents, e-mails, text chats, SMS and anything else conveyed through written symbols such as language. This type of communication is indispensable for formal business communications and issuing legal instructions.

Communication forms that predominantly use written communication include handbooks, brochures, contracts, memos, press releases, formal business proposals, and the like. The effectiveness of written communication depends on the writing style, grammar, vocabulary, and clarity.

Oral Communication:
The other form of verbal communication is the spoken word, either face-to-face or through phone, voice chat, video conferencing or any other medium. Various forms of informal communications such as the grapevine or informal rumor mill, and formal communications such as lectures, conferences are forms of oral communication. Oral communication finds use in discussions and causal and informal conversations. The effectiveness of oral conversations depends on the clarity of speech, voice modulation, pitch, volume, speed, and even non-verbal communications such as body language and visual cues.

Verbal communication makes the process of conveying thoughts easier and faster, and it remains the most successful form of communication. Yet, this makes up only seven percent of all human communication!

Nonverbal Communication

Nonverbal communication entails communicating by sending and receiving wordless messages. These messages usually reinforce verbal communication, but they can also convey thoughts and feelings on their own.

Types of Non-Verbal Communication:

A. Facial Expressions

Facial expressions are responsible for a huge proportion of nonverbal communication. Consider how much information can be conveyed with a smile or a frown. The look on a person’s face is often the first thing we see, even before we hear what they have to say.

While nonverbal communication and behavior can vary dramatically between cultures, the facial expressions for happiness, sadness, anger, and fear are similar throughout the world.

B.  Gestures

Deliberate movements and signals are an important way to communicate meaning without words. Common gestures include waving, pointing, and using fingers to indicate numeric amounts. Other gestures are arbitrary and related to culture.

C. Paralinguistic

Paralinguistic refers to vocal communication that is separate from actual language. This includes factors such as tone of voice, loudness, inflection and pitch. Consider the powerful effect that tone of voice can have on the meaning of a sentence. When said in a strong tone of voice, listeners might interpret approval and enthusiasm. The same words said in a hesitant tone of voice might convey disapproval and a lack of interest.

Consider all the different ways simply changing your tone of voice might change the meaning of a sentence. A friend might ask you how you are doing, and you might respond with the standard “I’m fine,” but how you actually say those words might reveal a tremendous amount of how you are really feeling.

A cold tone of voice might suggest that you are actually not fine, but you don’t wish to discuss it. A bright, happy tone of voice will reveal that you are actually doing quite well. A somber, downcast tone would indicate that you are the opposite of fine and that perhaps your friend should inquire further.

D.  Body Language and Posture

Posture and movement can also convey a great deal on information. Research on body language has grown significantly since the 1970’s, but popular media have focused on the over-interpretation of defensive postures, arm-crossing, and leg-crossing. While these nonverbal behaviors can indicate feelings and attitudes, research suggests that body language is far more subtle and less definitive that previously believed.

E. Proxemics

People often refer to their need for “personal space,” which is also an important type of nonverbal communication. The amount of distance we need and the amount of space we perceive as belonging to us is influenced by a number of factors including social norms, cultural expectations, situational factors, personality characteristics, and level of familiarity. For example, the amount of personal space needed when having a casual conversation with another person usually varies between 18 inches to four feet. On the other hand, the personal distance needed when speaking to a crowd of people is around 10 to 12 feet.

F. Eye Gaze

The eyes play an important role in nonverbal communication and such things as looking, staring and blinking are important nonverbal behaviors. When people encounter people or things that they like, the rate of blinking increases and pupils dilate. Looking at another person can indicate a range of emotions including hostility, interest, and attraction.

People also utilize eye gaze a means to determine if someone is being honest. Normal, steady eye contact is often taken as a sign that a person is telling the truth and is trustworthy. Shifty eyes and an inability to maintain eye contact, on the other hand, is frequently seen as an indicator that someone is lying or being deceptive.

 

G. Haptics

Communicating through touch is another important nonverbal behavior. There has been a substantial amount of research on the importance of touch in infancy and early childhood. Researchers have found that high-status individuals tend to invade other people’s personal space with greater frequency and intensity than lower-status individuals. Sex differences also play a role in how people utilize touch to communicate meaning. Women tend to use touch to convey care, concern, and nurturance. Men, on the other hand, are more likely to use touch to assert power or control over others.

H. Appearance

Our choice of color, clothing, hairstyles, and other factors affecting appearance are also considered a means of nonverbal communication. Research on psychology has demonstrated that different colors can evoke different moods. Appearance can also alter physiological reactions, judgments, and interpretations. Just think of all the subtle judgments you quickly make about someone based on his or her appearance. These first impressions are important, which is why experts suggest that job seekers dress appropriately for interviews with potential employers.

Researchers have found that appearance can play a role in how people are perceived and even how much they earn. One 1996 study found that attorneys who were rated as more attractive than their peers earned nearly 15 percent more than those ranked as less attractive. Culture is an important influence on how appearances are judged. While thinness tends to be valued in Western cultures, some African cultures relate full-figured bodies to better health, wealth, and social status.

I. Silence

Silence, or the lack of sound, is a form of nonverbal communication as well. Silence can communicate a lack of understanding or even hard feelings in a face-to-face discussion.

• What are the principles of Communication?

Principles of Effective Communication – Clarity in Ideas, Appropriate Language, Attention, Consistency, Adequacy, Proper Time, Informality, Feedback and a Few Others

The chief purpose of communication is the exchange of ideas among various people working in the organisation. The process of communication should be helpful in an effective exchange of information. The remedies for the removal of barriers in communication also point towards effective communication.

An effective communication system is based on the following principles:

(1) Principle of Clarity in Ideas:

First of all it should be clear in the mind of the sender as to what he wants to say. According to Terry the principle of effective communication is ‘first to fully inform oneself.’ The clearer the thought the more effective is the communication.

(2) Principle of Appropriate Language:

According to this principle, the communication should always be in a simple language. Ideas should be clear and be devoid of any doubt. Technical words and words having various meanings should be used to the minimum.

(3) Principle of Attention:

The purpose of communication is that the receiver of information should clearly understand its meaning. It means merely transferring information is not communication and it is important that the receiver should understand it. This is possible only when the receiver takes interest in the message and listens to it attentively.

(4) Principle of Consistency:

According to this principle, communication system should maintain consistency in the objectives of the enterprise, its procedures and processes. It means communication should be in accordance with the policies laid down for it.

(5) Principle of Adequacy:

The information sent to the receiver should be sufficient and complete in every respect. Information more than the need or less than the need is harmful. In the context of business incomplete information is dangerous. The sufficiency of information depends on the ability of the receiver. If the receiver happens to be capable more information can be given with the help of a few words. On the contrary, in case of a less capable receiver more details are needed.

(6) Principle of Proper Time:

The messages should reach the receiver whenever they are needed. Late messages are meaningless and the utility of communication is ended. Hence, the message should be sent before the actual need keeping in mind the time required for communication.

(7) Principle of Informality:

Formal communication has a prominent place among the channels of communication but informal communication is not less important. There are some problems which cannot be solved with formal communication but informal communication does succeed in solving them. Therefore, informal communication should also be given recognition in the organisation.

(8) Principle of Feedback:

It is essential for the sender of the message that he should know about the success of the message. It means that he should see whether the receiver has understood the message or not. Feedback is easily obtained in a face to face communication with the help of the facial reactions of the receiver. In the written communication the sender can get the feedback by using appropriate means.

(9) Principle of Integration:

Communication should be able to introduce all the employees in the enterprise with its objectives so that all the employees move unitedly towards the goal.

(10) Principle of Consultation:

The suggestions of all the persons concerned should be invited while making plans for communication. The obvious benefit of such a move will be that all those who are invited while making plans for communication and taken into confidence will contribute to the success of the communication system. Planning for communication aims at determining as to when, how and through what medium communication is to be done among people working at different levels.

(11) Principle of Flexibility:

Communication system should be able to absorb the changes in the organisation. A communication system that cannot absorb changes according to the need becomes meaningless.

(12) Principle of Economy:

Communication system should not be unnecessarily costly. As far as possible unnecessary messages should be reduced to the minimum to make communication economical. No single employee should be burdened with the work of communication.

(13) Principle of Proper Medium:

In order to make communication effective it is necessary not only to have clarity of ideas, consistency and completeness but also to make a proper choice of medium. For example- the managers should make use of oral communication for individual communication and written communication for policy matters.

Effective communication means communication free from barriers. Though ideal communication free from all barriers is seldom achieved, communicators should acquire communication skills and enhance effectiveness of their communication.

• When does Communication fail? Or Barriers of communication

BARRIERS TO COMMUNICATION:

It’s important to remember that there are differences between talking and communicating. When we talk, we tend to overlook barriers that hinder our ability to communicate. Some of the communication barriers during conversation include:

• The use of jargon (technical term). Over-complicated, unfamiliar and/or technical terms.
• Lack of attention, interest, distractions, or irrelevance to the receiver.
• Differences in perception and viewpoint.
• Physical disabilities such as hearing problems or speech difficulties.
• Language differences and the difficulty in understanding unfamiliar accents.
• People often hear what they expect to hear rather than what is actually said and jump to incorrect conclusions.

TYPES OF BARRIERS TO COMMUNICATION:

A. Physical Barriers:
Physical barriers are easy to spot – doors that are closed, walls that are erected, and distance between people all work against the goal of effective communication. While most agree that people need their own personal areas in the workplace, setting up an office to remove physical barriers is the first step towards opening communication.

B. Cultural Barriers:
Cultural barriers are a result of living in an ever shrinking world. Different cultures, whether they be a societal culture of a race or simply the work culture of a company, can hinder developed communication if two different cultures clash. In these cases, it is important to find a common ground to work from. In work situations, identifying a problem and coming up with a highly efficient way to solve it can quickly topple any cultural or institutional barriers.

C. Language Barriers:
Language barriers seem pretty self-inherent, but there are often hidden language barriers that we aren’t always aware of. If you work in an industry that is heavy in jargon or technical language, care should be taken to avoid these words when speaking with someone from outside the industry. Without being patronizing, imagine explaining a situation in your industry to a child. How would you convey these concepts without relying on jargon? A clear, direct narrative is preferable to an incomprehensible slew of specialty terms.

D. Perceptual Barriers:
Perceptual barriers are internal. If you go into a situation thinking that the person you are talking to isn’t going to understand or be interested in what you have to say, you may end up subconsciously sabotaging your effort to make your point. You will employ language that is sarcastic, dismissive, or even obtuse, thereby alienating your conversational partner.

E. Interpersonal Barriers:
Interpersonal barriers are what ultimately keep us from reaching out to each other and opening ourselves up, not just to be heard, but to hear others. Oddly enough, this can be the most difficult area to change. Some people spend their entire lives attempting to overcome a poor self-image or a series of deeply rooted prejudices about their place in the world. They are unable to form genuine connections with people because they have too many false perceptions blocking the way.

F. Gender Barriers:
Gender barriers have become less of an issue in recent years, but there is still the possibility for a man to misconstrue the words of a woman, or vice versa.
Even in a workplace where women and men share equal stature, knowledge and experience, differing communication styles may prevent them from working together effectively. Gender barriers can be inherent or may be related to gender stereotypes and the ways in which men and women are taught to behave as children.

G. Emotional Barriers:
Emotional barriers can be tough to overcome, but are important to put aside to engage in conversations. We are often taught to fear the words coming out of our own mouths, as in the phrase “anything you say can and will be used against you.” Overcoming this fear is difficult, but necessary. The trick is to have full confidence in what you are saying and your qualifications in saying it. People often pick up on insecurity. By believing in yourself and what you have to say, you will be able to communicate clearly without becoming overly involved in your emotions.