Communicative English – 1 Internal Important Question & Answers – 2023 Batch

1. Define communication and draw the process 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”.

2. What is 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

3. What is skimming?

Skimming can be defined as a type of reading in which the reader reads the text quickly to have an idea of the concept, subject matter, main points and gist, without paying close attention to the excessive detail.

skimming is speed reading for cursory overview for general information. Going through an entire newspaper quickly through the headlines, going through a data-table quickly to elicit an overall idea of the topic on which data is presented are examples of skimming.

4. What is seminar and conference?

MEANING:

A seminar is a group meeting led by an expert that focuses on a specific topic or discipline, such as business, job searches or a university field such as literature. Seminars typically take place over the course of a few days and involve cooperative discussion, multiple speakers and opportunities to share perspectives and issues related to the topic. Attending a seminar has numerous benefits, including improving communication skills, gaining expert knowledge, networking with others and renewing motivation and confidence.

DEFENATION:

A seminar may be defined as a gathering of people for the purpose of discussing a stated topic. Such gatherings are usually interactive sessions where the participants engage in discussions about the delineated topic. The sessions are usually headed or led by one or two presenters who serve to steer the discussion along the desired path.

A conference is a gathering of many people who talk about a specific subject or topic. People meet to confer about a theme. All the people who attend have a common interest. 

Conference is conducted to resolve the problem of an organization, to evaluate the progress and improve the organization based on the evaluation, to improve the competitive position, to come up with creative ideas to increase their customers.

5. Give two examples of polite expressions of Apology and Agreement.

Examples of polite expressions:

1. Apology 2. Agreement

Apology: An apology is something that you say or write in order to tell someone that you are sorry to hurt or trouble them. It is also an expression of regret for not being able to do something.

Expressions for Apology:

1. I apologize for …
2. I am sorry for ….
3. It’s all my fault…
4. Excuse me for ….

Agreement: Agreement means the act of coming to a mutual understanding between two or more persons. It is a meeting of the minds for a common settlement. Based on the agreement done, the task is accomplished.

Expressions for agreement:

1. I agree with you entirely….
2. I am of the same opinion…
3. That’s exactly what I think…
4. I absolutely agree with you ….

6. WHAT IS Etiquette?

Etiquette is defined as good behaviour which distinguishes human beings from animals.

Human Being is a social animal and it is really important for him to behave in an appropriate way. Etiquette refers to behaving in a socially responsible way.

Etiquette refers to guidelines which control the way a responsible individual should behave in the society.

Etiquette is the set of norms of personal behaviour in polite society, usually occurring in the form of an ethical code of the expected and accepted social behaviours that accord with the conventions and norms observed and practised by a society, a social class, or a social group.

7. Write polite expressions for agreement and disagreement.

Agreement: Agreement means the act of coming to a mutual understanding between two or more persons. It is a meeting of the minds for a common settlement. Based on the agreement done, the task is accomplished.

Expressions for agreement:

• I agree with you entirely….
• I am of the same opinion…
• That’s exactly what I think…
• I absolutely agree with you ….

Disagreement:  Disagreement is the failure of mutual understanding between the parties. Difference of opinion and refusal of ideas is seen here. There will not be any settlement and thus, task can’t be achieved.

Expressions for disagreement:

1. I don’t agree with you…
2. I’m sorry, but I disagree…
3. I’m afraid, I can’t agree with you..
4. I am of a different opinion because…

8. What is face to face Conversation?

MEANING: Face to face communication is an important medium of oral communication. Everyday people exchange their ideas and opinions through Face to face communication whenever they get chance. When one person discusses his views, opinion to another person and exchanges their views in the presence of both then it is called face to face conversation. It also includes the face-to-face discussion on a particular issue.

DEFINITATION: Face-to-face interaction is defined as the mutual influence of individuals’ direct physical presence with his/her body language.^[2] Face-to-face interaction is one of the basic elements of the social system, forming a significant part of individual socialization and experience gaining throughout one’s lifetime.

“when two or more persons talk to each other and see each other physically, it can be termed as face to face Communication. It is one kind of two-way oral communication as both the parties are involved here in conversation.” Business Communication

Study of face-to-face interaction is defined as the process of recording and analyzing the reactive pattern of individuals when they are involved in a face-to-face interaction.

9. Write about the usage of First Name.

First name: first name is also  known as forename.  It is the part of a personal name  that was given to a person when he was born 

First name comes before your family name.

Usage of First Name:

It important to know the name of your guest because it’s an indication that you have paid attention to them.  Using a person’s name makes them feel important and validated. A person’s name is the greatest connection to their own identity and individuality. Therefore it is important to take permission before addressing any person with their name.

10. Explain 4s’s of Effective Communication.

4S’s  Effective Communication

Shortness. It is often said that   “Brevity is the soul of wit.” The same can be said about communication. If the message can be made brief, then transmission and comprehension of messages is going to be faster and more effective. Flooding messages with high sounding words does not create an impact. Often, the receiver has spent a major chunk of his time in trying to decipher the actual meaning of the message.

Simplicity. Simplicity both in the usage of words and ideas reveals clarity in the thinking process. Using simple terminology and equally simple concepts would help.

Strength. The strength of a message emanates from the credibility of the sender. If the sender himself believes in a message that he is about to transmit, there is bound to be strength and conviction in whatever he tries to state. Half-hearted statements or utterances that the sender himself does not believe in adds a touch of falsehood to the entire communication process.

Sincerity. A sincere approach to an issue is clearly evident to the receiver. If the sender is genuine, it will be reflected in the manner in which he communicates.

11. 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.

Part – B

1. Who is a Public Relation Officer? What are the roles and duties he has to play in a hotel?

Ans: Public Relations

Public relations describes the various methods a company uses to spread messages about its products, services, or overall image to its customers, employees, stockholders, suppliers. The point of public relations is to make the public think favorably about the company and its offerings. Public relations involves two-way communication between an organization and its public. Commonly used tools of public relations include news releases, press conferences, speaking engagements, and community service programs.

Public Relation Officer (PRO)

A public relation officer (PRO) is a person in an organization responsible for public relations activities. A PRO is highly required for an organization for the purpose of building rapport with customers, investors, voters, general public as well as organization employees.

Public relations officers use a wide range of media to build and sustain a good image for a company, organisation or brand through planned publicity campaigns and PR activity.

 Duties of a public relations officer:

Public relations officers are responsible for managing the reputation of a company. You’ll write press releases, deal with press enquiries, and sometimes manage crises. Your job could include:

• Planning PR campaigns and strategies
• Monitoring the public and media’s opinion of your client or employer
• writing and editing leaflets, brochures, press releases, speeches, newsletters, websites and social media
• Representing the company at events such as press launches, news conferences, exhibitions, open days and sponsorship
• Developing good working relationships with the media
• Arranging for advertising or promotional films to be produced
• Public speaking at presentations, conferences, or radio and TV interviews

Key skills for public relations officers

• Excellent communication skills both orally and in writing
• Excellent interpersonal skills
• Good IT skills
• Presentation skills
• Initiative
• Ability to priorities and plan effectively
• Awareness of different media agendas
• Creativity
• Teamwork
• Problem solving
• Patience
• Time management
• Customer service
• Interpersonal skills

Roles played by the Public relation Officer in Hotel/Hospitality Industry:

Public relations executives are responsible for handling all aspects of planned publicity campaigns and Public Relation (PR) activities.

Tasks includes:

1. Planning publicity strategies and campaigns for high seasons, such as holidays and summer travel.
2. Writing and producing presentations and press releases in the market to attract the
3. Dealing with enquiries from the public, the press, and related organizations.
4. Organising and attending promotional events such as press conferences, open days, exhibitions, tours and visits.
5. Speaking publicly at interviews, press conferences and presentations.
6. Providing clients with information about new promotional opportunities and current PR campaigns progress.
7. Analysing budget covered for media coverage.
8. commissioning or undertaking relevant market research
9. Communicate with clients, managerial and journalistic staff about budgets, timescales and objectives.
10. Maintaining good relations with the media and public and employees.
11. Arranging for advertising or promotional films to be produced to attract the guests.
12.  Plans creative initiatives to drive what’s missing during off seasons.

2. Explain 7 C’s of effective communication?

Meaning: Effective communication is a communication between two or more persons in which the intended message is −

• properly encoded
• delivered through appropriate channel
• received
• properly decoded and understood by the recipient(s)

Communication is said to be effective when both.

 sender and receiver in the communication, assign similar meanings to the message and listen carefully to what all have been said and make the sender feel heard and understood.

Definition 1: R.W. Griffin, “Effective communication is the process of sending a message in such a way that the message received is as close in meaning as possible to the message intended”.

Characteristics / 7C’s of Effective Communication

The characteristics or principles of effective communication are for ensuring a productive communication. The major characteristics are as follows –

1. Completeness of the Message

Communication must be complete so that better decision-making will be taken by the latter. It develops and enhances the relationship.

• Clearness and Integrity of the Message

The message to be conveyed or sent must have clarity and integrity for better understanding. Clarity of thoughts and ideas enhances the meaning of the message. The pith and substance of the message should be based on honesty and accuracy.

• Conciseness of the Message

The intended message must be free from verbosity and should be so written that it is intelligible at the first sight. Short and intelligible message sent to the receiver is ever appealing and comprehensible. It saves time and cost as it is understood at the first instance.

• Consideration of Physical Setting and the Recipient

In order to make communication more effective, the overall physical setting, i.e., the media of communication and the work environment, must be considered. The content of the message must take into account the attitude, knowledge, and position of the recipient.

• Clarity of the Message

The message should have clarity of thoughts and ideas in order to be understood clearly. Clear message makes use of exact, appropriate and concrete words and symbols.

• Courtesy to be Maintained

The sender’s message should be so drafted or prepared that it should be polite, reflective, and enthusiastic. It must show the sender’s respect for the receiver and be positive and focused at the receiver.

• Correctness of the Message

The drafting of the message should be done in such a manner that the final message doesn’t have any grammatical errors and repetitions of sentences. The message should be exact, correct and well-timed.

3. What is listening skill? Explain different types of listening?

Types of Listening

. The four types of listening are appreciative, empathic, comprehensive, and critical. Familiarize with these different types of listening strengthen and improve your ability to critically think and evaluate what you have heard.

1.      Appreciative Listening

When you listen for appreciation you are listening for enjoyment. Think about the music you listen to. You usually listen to music because you enjoy it. The same can be said for appreciative listening when someone is speaking. Some common types of appreciative listening can be found in sermons from places of worship, from a motivational speech by people we respect or hold in high regard, or even from a standup comedian who makes us laugh.

2.      Empathic Listening

When you listen empathically you are doing so to show mutual concern. During this type of listening you are trying to identify with the speaker by understanding the situation in which he/she is discussing. You are stepping into the other’s shoes to get a better understanding of what it is he/she is talking about. Usually during this type of listening you want to be fully present in the moment or mindfully listening to what the speaker is saying. Your goal during this time is to focus on the speaker, not on yourself. You are trying to understand from the speaker’s perspective.

3.      Comprehensive Listening

If you are watching the news, listening to a lecture, or getting directions from someone, you are listening to understand or listening to comprehend the message that is being sent. This process is active. In class, you should be focused, possibly taking notes of the speaker’s main ideas. Identifying the structure of the speech and evaluating the supports he/she offers as evidence. This is one of the more difficult types of listening because it requires you to not only concentrate but to actively participate in the process. The more you practice listening to comprehend, the stronger listener you become.

4.      Critical Listening

Have you ever had to buy an expensive item, such as a new appliance, a car, a cell phone, or an iPad? You probably did some research beforehand and listened closely to the salesperson when you went to compare brands. Or perhaps your best friend is telling you about some medical tests he/she recently had done. You listen closely so you can help your friend understand her results and the possible ramifications of the findings. Both of these scenarios are examples of critical listening. Critical listening is listening to evaluate the content of the message. As a critical listener you are listening to all parts of the message, analyzing it, and evaluating what you heard. When engaging in critical listening, you are also critically thinking. You are making mental judgments based on what you see, hear, and read. Your goal as a critical listener is to evaluate the message that is being sent and decide for yourself if the information is valid.

4. Explain a. Elevator etiquettes b. Travel Etiquettes

Etiquette is the set of norms of personal behaviour in polite society, usually occurring in the form of an ethical code of the expected and accepted social behaviours that accord with the conventions and norms observed and practised by a society, a social class, or a social group.

Etiquette refers to guidelines which control the way a responsible individual should behave in the society.

Elevator Etiquettes

Elevator rides do not last long, the space is small, and at times the crowd is large. To make these short rides in a confined space bearable we must all practice some elevator etiquette.

We all need to do our part and practice proper elevator etiquette in order to be courteous and considerate with everyone.

Follow these simple elevator etiquettes:

• When entering the elevator enters all the way to the back if you are going to the high floors, stay in the front if you are exiting on a low floor.
• Men should allow women to enter and exit first by holding the door if possible.
• If the elevator is very crowded it is acceptable for men to exit before women.
• If the elevator is crowded and you are near the buttons you should offer to press the floor number for people that cannot reach or are not near the door.
• If the elevator is crowded and you are near the door but it is not your floor, you should exit hold the door for people to exit and enter, and then go back inside.
• It is not proper to stand very close to people, if the elevator is overcrowded wait for the next one.
• There is no need to start a conversation with people in the elevator, you can say a quick hello and wait for your floor.
• It is not etiquette to talk on the phone in the elevator (if you have signal)
• If you are in the elevator with another person it is not proper to talk loudly, respect others, they do not want to hear or be part of your conversation.
• If you see someone running towards the elevator and the elevator is not crowded, keep the door open for him.
• If the elevator is not crowded always stand at a distance from other people, at separate corners.
• Do  not eat your lunch or drink your coffee in the elevator it can be messy and dangerous.
• Behave appropriately; if you are riding with a friend or partner no need to act like you are in your private home, there are other people around as well as cameras in most elevators, so no extreme displays of affection please.
• If you are waiting for the elevator always stand on the right, never in front of the doors so not to disturb people when exiting
• Only when everyone exits the elevator should you enter.
• If there are people in line ahead of you or people waiting before you let them enter first, it is not proper to cut the line.
• If you are standing all the way to the back of the elevator and your floor is coming up, you can let people know politely that you are exiting on the next floor, when people move aside to let you out do not forget to thank them.
• If you are carrying bags, brief case it should be on the floor in front of you, or hold it close to you in front.
• When the elevator is crowded always face the door when standing, no need to make eye contact or to stare at anyone.

Travel Etiquettes

1.      Passengers exit first

When bus or metro doors open always let the passengers inside exit first before attempting to board. Stand to the right or left of the doors to make room for people exiting. It’s always a nice gesture to allow parents with strollers, disabled and seniors to exit first.

2.      Stand on the right, walk on the left

When using the escalators, please stand to the right to allow people to walk on the left. It’s an unwritten DC Metro area rule, so make sure you’re in the know! Elevators are also available at every Metro Station.

3.      Single seat

One seat per person – it’s a pretty simple rule. If you have a bag or other carry-ons please hold them on your lap or place them under your seat without blocking the aisle. Don’t place them in the empty seat next to you, especially if other riders are looking for a seat.

4.      Share the pole

Don’t lean on the pole on a Metro train or bus. Leave room for others around you to hold on to the pole.

5.      Priority seating

Priority seating is located near bus and metro doors and will be indicated by a sign. You can sit there if it is unoccupied, but be prepared to give up your seat to passengers who are elderly, handicapped or pregnant.

6.      Keep personal business, personal

Refrain from having loud conversations on the bus or train. Not just with your friends or other riders, but also when using your cell phone. Everyone doesn’t need to hear what you’re up to this weekend.

7.      Germ prevention

Now that Winter is here, the common cold is pretty common. Don’t cough or sneeze in your hand just to transfer it to poles, door handles or seats. Cover your mouth with a tissue or sneeze into your elbow.

8.      Be respectful

We talk a lot about being nice to other riders, but remember to be courteous to the driver too. S/He is under a lot of pressure to not only get you to work on time, but also safely. Go on, say hello and smile at your bus driver – I bet they’ll appreciate the sentiment.

9.      No Food and No Drinks

Eating and drinking are not permitted on bus or metro.

10.  No Pushing

Do not push people in front of you to board the train or the bus first (even if it’s crowded). Form an orderly line when boarding public transportation.

11.  No Blocking

Do not block the doors when inside the train or bus; this can cause delays, not to mention it’s also a safety concern.

12.  No Loud Music

Keep your music at a low volume and always wear headphones.

So there you have it – Pinky’s Public Transportation Etiquette. Have you been a golden rule offender? If so, what better time to make a change than around the Holidays. Happy riding!

13. Be a Lady or Gentleman

Always show good manners while riding public transportation. When you see someone struggling with mobility, stand up and let the person have your seat, offer assistance, and get out of the way if necessary. An older person, pregnant woman, or disabled person had just as much right to respect on public transportation as you.

14. Watch your Belongings

Not only do you need to protect your belongings, you need to protect others from your bags, backpacks, and totes.

Remove your backpack from your back so that when you turn around you don’t knock someone over. You should never place a bag on the seat next to you when you are on a crowded bus or train. Put it on the floor, or if you don’t want it to get dirty, place it in your lap so others can sit.

15. Hold Down the Noise

Don’t inflict your noise on others. this includes loud taking, electronics and singing. Hold off on long cell phone conversations until you reach your stop.

16. Children

 If you have children with you, make sure the understand the rules for taking public transportation. They need to keep their voices down, stay by your side and avoid annoying other pessengers.

If someone else has children who misbehave, there is very little you can do except move or ask to be seated elsewhere. There is a good chance that if you say something to the parent that person will be defensive and maybe even start an argument.

17. Environment

Do your best to make sure others don’t have to deal with smells coming from you. Most public transport has a policy of no smoking. Adhere to that.

Don’t douse yourself with heavy perfume as some people may be allergic to it. Never drop your trash on the floor or seat of a train or bus. If you have something that needs to be disposed of, wait until you are near a trash receptacle and throw it.

5. What is a seminar? How do you plan a seminar and explain its types?

MEANING:

A seminar is a group meeting led by an expert that focuses on a specific topic or discipline, such as business, job searches or a university field such as literature. Seminars typically take place over the course of a few days and involve cooperative discussion, multiple speakers and opportunities to share perspectives and issues related to the topic. Attending a seminar has numerous benefits, including improving communication skills, gaining expert knowledge, networking with others and renewing motivation and confidence.

DEFENATION:

A seminar may be defined as a gathering of people for the purpose of discussing a stated topic. Such gatherings are usually interactive sessions where the participants engage in discussions about the delineated topic. The sessions are usually headed or led by one or two presenters who serve to steer the discussion along the desired path.

PLANNING A SEMINAR

1. The first step towards planning an effective seminar is to determine what the purpose of the seminar will be.
2. Think about the target audience who will participate and what they stand to gain from attending the seminar.
3. Every seminar must have an agenda, so determine what the agenda will be.
4. Set a budget for the seminar and work within this budget, and don’t get too carried away with the selection of venue and other considerations that could potentially cost money.

TYPES OF SEMINARS

Live Seminars

Live seminars are presentations in various areas of practice with actual presenters following a published schedule.  Live seminars provide opportunities for interaction with the faculty members considered experts in the subject area, and time for Q & A is generally built into the seminar schedule.  Live seminars are most often conducted at the Phoenix Convention Center in downtown Phoenix.

Video Replay

A video replay is a scheduled replay of a live presentation.  For each scheduled replay there is a live moderator that is present for part of or the entire seminar to make the replay eligible for interactive CLE credit.

Live Webcast

Live webcasts are presentations in various areas of practice with actual presenters in a live studio setting.  Attendees participate via a web portal on their computer.  These seminars are presented live at the scheduled time, and provide an opportunity through a link to submit questions to the presenter/s.  CLE West webcasts are usually 5-7 hours in length and are a great way to get your CLE credits without having to leave your desk.

Before you participate in a webcast, it is important that you make sure you have the proper software and hardware requirements.

Webinar

Live webinars are presentations in various areas of practice with actual presenters in a live studio setting that are offered online only.  Attendees participate via a web portal on their computer.  These seminars are presented live at the scheduled time, and provide an opportunity through a link to submit questions to the presenter/s.  CLE West webcasts are usually 1-3 hours in length and are a great way to get your CLE credits without having to leave your desk.

Before you participate in a webinar, it is important that you make sure you have the proper software and hardware requirements.

On Demand

On-demand seminars are recorded presentations of live webcasts, webinars, and seminars that you can watch at your leisure.  Resource materials typically accompany these programs.  On-demand seminars do have viewing expiration dates, so be sure to take not of the date of purchase of any on-demand program.  The State Bar of Arizona does grant interactive CLE credit for on-demand programs and Arizona attorneys may earn up to 15 credits per reporting period by viewing on-demand seminars, as defined by the MCLE rules and regulations.