TRIMESTER II

BA6121 - BUSINESS COMMUNICATION SKILLS LTPC

3003
UNIT I EFFECTIVE COMMUNICATIONS IN BUSINESS 9
Importance and Benefits - Components, Concepts and Problems - Non Verbal - The 7 C's of
Effective Communication - Business Communication and the Global Context - Business
Communication and the Ethical Context - Business Communication and the Technology Context.

UNIT II MESSAGE DESIGN 9

The Process of Preparing Effective Business Messages - The Appearance and Design of Business
Messages - Good News and Neutral Messages.

UNIT III WRITTEN COMMUNICATION 9

Major Plans for Letters and Memos - Bad News Messages - Persuasive Written Messages - Written
Communication, Reports - Short Reports - Long (Formal) Reports – Proposals.

UNIT IV STRATEGIES FOR ORAL COMMUNICATION 9

Strategies for Successful Speaking and Successful Listening - Strategies for Successful Informative
and Persuasive Speaking - Strategies for Successful Interpersonal Communication - Strategies for
Successful Business and Group Meetings.

UNIT V THE JOB APPLICATION PROCESS 9

The Job Application Process - The Written Job Presentation - Interviews and Follow-up.

Total: 45
TEXT BOOK
1. Herta A Murphy, Herbert W Hildebrandt and Jane P Thomas, “Effective Business
Communication”, 7th Edition, Tata McGraw -Hill Publishing Company Ltd., 2008.
REFERENCES
1. Krizan, “Business Communication”, 7th Edition, Cengage Learning India Pvt. Ltd., 2007
2. Randolph H. Hudson and Bernard J.Selzler, “Business Communication”, 5th Edition, Jaico
Publishing House, 2006.
3. Bhatiya. R.C, “Business Communication”, 2nd Edition, Ane Books India, 2008.
4. Meenakshi Raman and Prakash Singh, “Business Communication”, 1st Edition, Oxford
University Press New York, 2006.
 TT 0160
0160

M.B.A DEGREE EXAMINATION, JULY 2010

SECOND TRIMESTER

BA 6121 BUSINESS COMMUNICATION SKILLS

(REGULATION 2008)

Time: Three hours Maximum: 100 Marks

Answer ALL questions

PART – A (10 X 2 = 20 marks)

1. What is effective Communication?

2. Define non verbal communication.
3. What is a business message?
4. List the advantages of a good message design.
5. Brief on the limitations if written communication.
6. What are the purposes of Memos?
7. What are the requisites for good listening?
8. What do you mean by persuasive speaking?
9. What are the different types of interviews?
10. What are the advantages of personal interviews?
PART B – ( 5 X 16 = 80 marks)

11. (a) Explain the process of communication. (8)

(b) What are the problems in effective communication? (8)

Or

12. ‘Business communication is very vital for a successful business organization in this
globalization era’- Discuss. (16)
13. Explain in detail the process of preparing effective business messages. (16)
Or

14. Discuss in detail the appearance and design of good news. (16)
15. (a) What are the strategies used for successful speaking? (8)
(b) What are the problems in effective communication? (8)

Or

16. Discuss in detail the importance of interpersonal communication and strategies used for
effective interpersonal communication. (16)
17. (a) Explain the various components of a letter. (8)
(b) What are the advantages of written communication? (8)

Or

18. (a) Explain the various parts of a report. (8)

(b) Write short notes on proposals. (8)

19. Explain the step by step process of preparing job applications. (16)
Or

20. Discuss in detail the advantages and limitation and different types of interviews.(16)
 BUSINESS COMMUNICATION SKILLS

UNIT I

IMPORTANCE & BENEFITS OF EFFECTIVE COMMUNICATION

1. Ancient Heritage
Depended heavily on oral communication- Greece & Rome had practices to communicate
well on feet in government assemblies & courts.

Writing became permanent record -Authors & books on principles of communication came
up-China-Its political theories mainly framed rules & regulations to communicate among
government & public and made communication to flow smoothly upward & downward –
They tried to minimize bias, falsification of sources, reduced influence of cliques &
opportunists.

2. Life Blood Of Business

In any organization there is a need for exchange of information, ideas, plans, orders, rules,
make decisions, proposals, contracts, agreements. Organizational activities require members
to interact.

3. Internal communication
Downward to get the job done by motivating, giving instructions, making employees
efficient & productive - Upward to get feedback, opinions, periodic reports, frank
suggestions, even new management styles to have effective participation in decision making -
Horizontal to solve problems, cooperate, for meetings, for duties- So effective communication
is important in any organization to increase job satisfaction, safety, productivity, profits and
to decrease absenteeism, turnover, grievances.

{Large size of Business, for the healthy & even growth. Business activity has become
extremely complex- specialization, different departments, coordination has become
difficult. Promotes spirit of understanding & cooperation – mutual trust & confidence
between employer & employee- beneficial to both.}

4. External communication
Messages to outsiders for good reputation & positive impact like creating goodwill in
society, win customers, motivate performance, increase collection, negotiate profitable sale
etc. {Government agencies & departments (licensing, bank, foreign trade, IT, customs,
excise- negotiation) Distributors, retailers, individual customers- more brands- to persuade to
select your brand- better communication, better sale. }

5. Overall cost of communication

Lot of time in meetings, interviews, letters, advertising, bulletins, memos, reports and articles
is devoted. Unclear, incomplete, inaccurate, late communication can cost lot of money.
Ineffective communication to customers alienates them and spoils goodwill. Even require
more communication to rectify and more time thereby more cost. - More communication
means more stationeries -( 29 to 50 % of professional managers time is used for writing)

Benefits of effective communication in your career

1. Valuable job requirement

Most of the ( 2/3rd ) job vacancies prefer mainly communication skills - Mental labour
certainly needs good communication skills. Success of such positions is influenced by how
effectively you communicate your knowledge, proposals and ideas to others.- A primary
responsibility in customer relations, labour relations, marketing, personnel, sales & teaching.-
both in governmental & non-governmental organizations.- even to prepare a written report, a
 mail, fax you need communication skill. Accounting people mainly dealing in numbers and
figures should also have the ability to communicate to those who read their reports.

2. An essential for promotion

Major forms of communication like letters, reports, written/oral expressions were the most
important factor for promotion in past researches. Management people spend 60 to 90% of
their time in communicating.- Ability to communicate is the prime requisite for promotion.

3. Global challenge
Developing the right attitude to project right image, preparing adequately by judging carefully,
patience, understanding, integrity, language, applied knowledge & knowledge of cultures and
being flexible in the diverse workforce, changing demography, can make you to face the
challenge among global business scenario.

Benefits
1. Organisational Functioning

1. Quicker problem solving

2. Stronger decision making
3. Steadier work flow
4. Enhanced professional image of company (culture/working environment)
2. Business is promoted

1. Clearer promotional material

2. Stronger business relation
3. Improved stakeholder response
4. Increased productivity
5. Less turnover
6. Profitability increases due to quick messages, no double work,
7. Market opportunities easily learnt
8. Dissemination/collection of messages easier
9. Customer interaction is better- feedback, needs & wants immediately known.

COMPONENTS OF COMMUNICATION

1. Context
Environment like country, culture, organization- the broad field where you are going to plan,
design & communicate your message.- Includes external stimuli which prompts you to send
message like letter, memo, note, mail, fax etc – Internal stimuli like your attitude, opinion,
emotions, past experiences, likes, dislikes, job, education etc affect your idea of message.

2. Sender-Encoder
Use symbols ( normally words and sometimes graphics) that express your message & create
the desired response. Select the best symbols to convey your message in a proper channel.

3. Message
Core idea – main point & what are the other information to include in your message.

4. Medium
Message channel- Internal communication normally uses memos, notes, reports, mails etc..-
External uses Letters, proposals, reports, ads, catalogues, news releases etc.( Both verbal &
Non-verbal )

5. Receiver-Decoder
Receiver is influenced by context, his mental state. His experiences, attitudes, skills will
decide the interpretation of the message.
 6. Feedback
Can be oral/written message, action or even silence. Reaction by the receiver for your
message.

CONCEPTS AND PROBLEMS OF COMMUNICATION

 Conventions of meaning
Principle is to have the symbols/words sender uses should have same meaning in both
sender’s & receiver’s minds.

Problems are – Miscommunication occurs when different meanings to same symbols are
interpreted. Reactions to Denotations (dictionary definition of a word) & Connotations
(implicated/ suggested meaning of a word other than the dictionary meaning) are different.

 Perceptions of Reality
Based on our sensory & mental perceptions we make various meanings to the world around
us.

Problems are – Abstractions (selecting some facts & omitting others), Inferences (conclusions
drawn from evidences) & Evaluations (judging) - Some are desirable and necessary & some
are risky.

 Values, Attitudes & Opinions

Favourable/unfavourable, Inadequate/Incorrect information, Credibility of sender, Closed
mind (rigid views) and Other circumstances affect communication. These things affect the
readers interpretation of the message.

NON-VERBAL COMMUNICATION

1. Appearance
The format, neatness, and language of a written message sends a non verbal message. Even
the size, colour, weight of envelopes- the appearance gives a message regarding the
importance. Personal appearance like clothing, hairstyle, neatness, jewelry, cosmetics convey
impressions regarding occupation, social status, age, etc. Similarly the appearance of
surroundings like room size, location, furnishings, lighting, windows also convey many
meanings.

2. Body Language (Facial expressions, gestures, postures, movement of limbs, smell & touch,
Voice & volume).
3. Silence, Space & Time.
Impact of Non-verbal communication
Verbal words --7 %

Vocal (Pitch, volume, tone) –38 %

Gestures, posture, sign, physical movements – 55 %

Action speaks louder than words

KOPPACT

Kinesics- Movement of body including gestures, postures, limb movements (7,50,000 signals)

Hands Clenching, interlocking, slashing in air.

 Palms- open, slapping

Pointing fingers

Handshake

Nodding of head

Occulesics – Grammar of eye movements & facial expressions

Starring, gazing, eye contact, frequent shifting, eyebrow movements,

Mouth/lip movements

Paralinguistics- Vocal cues accompanying speeches- volume, pitch, tone, intonation,

Modulation, rate of speech.

Proxemics - Science of space- distance between people & objects

Intimate - up to 0.5 m

Personal - 0.5 to 1.2 m

Social - 1.2 to 3 m

Public - 3m & above

Artifactics- signals individual sends across through appearance, clothing, style, perfume,

Personal objects like pens, cell phones, briefcase..,

Chronomics – Concept of time & impact on people- time keeping is culture bound.

Tactilitics – Science of touch language – bodily contact, touching with hands, pat on a .

Shoulder, Holding hands.

Gesture cluster- Group of non-verbal signals, which give meaning with/without the words
spoken/written.

NLP- Nero Linguistic Programmes – Matching, mirroring, pacing.

7 C’s OF COMMUNICATION

1. Completeness_ (Provide all necessary information-5 Ws, Answer all questions, Give extra if
desirable). Not only providing all necessary information but also how it is given. Answers for what,
who, when, where, why & how.

2. Conciseness - (Eliminate wordy expressions, Include only relevant information, Avoid unnecessary
repetition).

Use of only relevant words & phrases – eliminating all redundant/ unnecessary words, unnecessary
facts, repetition, wordy expressions. Organise the message.

3. Consideration

Sender gives due importance to the receiver & compose the message keeping in mind the benefits of
the receiver. Saying positive things, which are present than not present. (You attitude, Audience
benefit/interest, Emphasize positive & pleasant facts)
4. Concreteness- (Use specific Facts & Figures, Put action in verbs, Choose vivid image building
words). Clarity & conciseness come with use of concrete words- Use of figures, facts, names,
examples avoiding vague meaning words.

5. Clarity- (Choose Precise, Concrete & Familiar words, Construct effective sentences & paragraphs)

Clear & familiar words that are precise, must know what kind of words receiver will accept. Use
simple words, short sentences, familiar & right words with clear expression. Avoid camouflaged
words, passive voice, long convoluted sentences, rubber stamp words, unfamiliar words.

6. Courtesy – (Be sincerely tactful, thoughtful & appreciative, Use expressions that show respect,
Choose nondiscriminatory words).

Being aware of listener/ reader’s feelings to create harmonious understanding for business to grow,
develop & retain goodwill. Mere use of words like Please, Thank you is not sufficient. Be sincere, use
positive words, avoid rudeness/anger, restrain from preaching, avoid discriminatory & negative
words.

7. Correctness – (Use right level of language, Check accuracy of Facts, Figures & Words, Maintain
acceptable writing mechanics).

Correct use of grammar, message composition, appropriate words, correct facts in correct time, style
& even stationery. Adapt right level of communication to suit the receiver’s level & right tone.

BUSINESS COMMUNICATION AND THE GLOBAL CONTEXT

- Concept of culture & Intercultural communication

- National cultural variables like Education, Law & Regulations, Economics, Politics, Religion,
Social Norms, Language
• Systems of symbols, beliefs, attitudes, expectations, pattern of behaviour are different for
different cultures.
• Visible in notions of status, attitudes towards time, decision-making habits, use of space, body
language & social behaviour.
- Individual cultural variables like Time, Space, Food, Acceptable dress, manners, Decision
Making, Verbal & Non-verbal communication.
To Avoid mis communication
• Be more open minded, tolerant, courteous, keenly perceptive of non-verbal symbols & clues
which are different from your socio-cultural norms.
• Treat your foreign counterpart not as you would like to be treated but as he wants to be
treated.
Important tip
• While dealing with such people do not take anything for granted.
• Observe carefully their social behaviour, study their values, be meticulous in audience
analysis before encoding & transmitting your messages.- regardless of written/spoken/non-verbal.
-
BUSINESS COMMUNICATION AND THE ETHICAL CONTEXT

Set of values are called Ethics

- Influences on Personal Ethics by People, Culture, Philosophy, Law, Religion

- Legal issues about use of information
Key areas are

- Personal Written & Spoken Messages-Cross-cultural messages-Advertising messages

- Formal / Informal messages - Organisational responsibilities
• Ethical aspects of Organisational Culture revolves around values such as fairness, integrity,
honesty, quality, compassion, dignity.
• Reflected directly in certain messages or indirectly in non-verbal behaviour of members.
Ethical Standards
• Ethical codes – Form of rules & regulations
• Policy statements- manuals with rules & regulations.
• Public Messages- Statements, annual reports, official articles, press releases.
• All meant to convey organisational values to employees, shareholders & Public.
• Rapid advancement in communication technology the quality & integrity of information is
going to affect the product/ service which will be more easily visible.
• Take care in decision making & business judgments
• Communicate with great caution & care.

BUSINESS COMMUNICATION AND THE TECHNOLOGICAL CONTEXT

- Background of technological developments in communication

The significant changes in offices brought by the latest communication devices are

1. Manual writing or traditional typewriting replaced by devices capable of producing neater &
more legible documents fastly.
2. Automation reduced errors, chances of fraud & increased output.
3. Boredom & fatigue in manipulating large amount of data diminished.
4. New storing devices has saved lot of space.
5. Routine office work has become accurate, easy, cost effective & convenient.
Computers- Machine to work with numbers & words or combination with the help of CPU, VDU,
Scanners, printers .., Word processing is a modern electronic data processing technique to transform
ideas into written texts quickly & accurately with computers having facilities to create, edit,
manipulate, store & retrieve, print texts. DTP- Desk Top Publishing- A small printing computer
controlled system which is fast & with superior quality.

Teleprinter - To transmit written texts immediately to distant places by using telephone wire systems.

Facsimile/FAX- To transmit handwritten messages, drawings, graphics, pictures by converting

images into electrical impulses through public telephone networks.

E mail – Transmission of messages through computer networks, easily & effectively.

Voice mail – Message is sent by recorded voice through telephone networks including cell/ mobile
networks.

Teleconferencing – Based on group decision support system a meeting can be conducted with
members in different places. Audio only or video conferencing is possible.

E-commerce – Use of electronic data exchange systems for business transactions like displaying
catalogues, selling & buying of goods & services, processing payments.., ( Barcodes, Core banking,
Electronic forms, EDI..,)

Duplicators – Stencil duplicators, photocopiers, printers.., used to make copies of documents

effectively & fastly.

Storage devices – Instead of storing documents in hardcopies electronically can be stored like
magnetic storage as in cassettes, CD’s or microfilms or digitally stored in computer aided storage
devices.
A comparison of communication devices.

Type Advantages Disadvantages

Use
e-mail To transmit short Effective for brief messages, Not used as legal /
goodwill messages saves time & paperwork- authentic record
& Others- for most suited for internal
information purposes communication

Fax To mail hard copies Has all benefits of written Lacks privacy
quickly messages
Computer To focus ideas in small Sharing & collaboration in Lacks personal focus
conferencing groups real time at less cost

Electronic Participants Facilitates debate, analysis, Anonymity, lacks

meeting brainstorm via rank order ideas & makes nonverbal feedback
keyboard on large decisions
screen
Instant Real-time one-to-one Quicker than e-mail, virtual Cannot create
messaging or small group online meeting is possible permanent record
interaction through
texts
Tele Informational meetings Effective alternative to face- Negotiation not
conferencing can be held to-face meeting possible
Video tape For motivational Non-verbal means used to Immediate feedback
meetings reinforce effect restrained
Voice mail Short messages not Time saving & saves paper Listening to too many
requiring responses work recorded cues
Video For meetings of experts A good alternative to face- Systems are
conferencing from different places to-face meetings, saves cost, expensive
without traveling high speed, better than
telephone
Internet / Offer interactive Business transactions, Writing for web
websites communication recruitment, e-mail, news needs special skills,
through hyperlinks groups, chat, instant information overload
messaging, file transfer..,
- Managing News Media, managing corporate news (Press releases. Conferences, interviews,
Articles), Managing spokespersons of company (Knowledgeable, comfortable in oral
communication and well prepared to discuss all issues).

Tips for effective e-mail

1. Follow organizational guidelines – Sharing information only like goals, targets, company
news, research..,- No discipline action/ tragic news- No personal messages- Follow chain of
command- Compose off line.
2. Respect your readers- Basic courtesy & respect- send only necessary messages- know your
audience, language, culture.., - be clear about time- respect readers schedule ( use for your
information only..,) – No jokes, chain letters, critical letters ( flame)- use priority feature
carefully.
3. Create right tone – No offbeat acronymns- No smileys & gimmicks- No exclamation point
use.
 4. Cultivate good communication skills- Keep subject lines truthful – Limit the scope( one msg
one purpose)- Create meaningful & tight messages- short msgs-short sentences- aim for
clarity.
5. Maintain intelligible appearance – Appropriate font/size- no full uppercase( yelling)- no full
lowercase(whispering)- use white space, bullets/headings for clarity & ease of reading – avoid
complete double spacing.
6. Make responsible replies – correct reply to correct person- modify subject lines- understand
use of cc & bcc fields.
7. Take time to respond- slow down- avoid knee jerk reaction- reread, edit carefully, correct
spelling errors.
8. Handle attachments properly- Ask permission to send lengthy attachments- use compressed
files, include summaries, mention file names- aware of viruses.
9. Manage files efficiently – make backups- thin/flat folders, keep PIN/ password secretly.
10. Do not let incoming mail run your life – Do not over check-avoid in vacation- use appropriate
files- apply order LIFO.

UNIT II

PREPARATION PROCESS OF EFFECTIVE BUSINESS MESSAGES

Five Planning Steps

1. Identify your purpose – Reason for the message itself and creation of goodwill.

2. Analyse your audience – See your messages from receiver’s point of view- their needs,
interests, attitudes, culture etc.

3. Choose your Ideas – Depending on the type of message, background & location( national /
international) select from many ideas coming up to convey the message.

4. Collect Your Data – To support your ideas – check names, dates, addresses & statistics for
precision.

5. Organise your Message – Organise before your first draft.

Basic Organising Plan

Direct (Deductive) approach-

 1. Main Idea- Request, main statement, assertion, recommendation, question with reasons if
desirable

2. Explanation – All necessary & desirable details, Numbered questions if helpful, Easy reading
devices ( paragraphs, titles, subtitles etc)

3. Close with courtesy & motivation to action – Clear statement of action desired, Easy action
with date, Appreciation &Goodwill

Indirect (Inductive) approach-

1. Buffer- pleasant/neutral statements, reader oriented

2. Explanation – Necessary data tactfully stated, Related favourable then unfavourable acts,
Reader benefit reasons
3. Decision – Implied or expressed, along with offer of additional help or suggestions
4. Positive, Friendly Close – Appreciation, Invitation to future action desired, Easy action (dated
if desirable), Willingness to help further, Reader benefit & goodwill.

Beginnings & Endings

Opening paragraph -

1. Appropriate opening like good/interesting news first for good news, direct request, neutral
messages, Buffer for bad news messages, Attention getting for persuasive requests

2. Make it clear, considerate, courteous, concise, – Get reader into opening, Keep first para short,
Focus on the positive, Use courteous & conversational language, Avoid unnecessary repetition

3. Completeness – Sentence structure, date of letter you are answering..

Closing paragraph

1. Make your action request clear & complete to answer what, who, when, why, where & how( What
action, who should do it, Make action easy, date it if desirable, mention how, Reader benefit)

2. End on a positive, Courteous thought –Include any apologies / negatives before last para, Be
friendly, Show appreciation, Occasionally add a personal note

3. Keep last paragraph concise & correct – Avoid trite (old, common) expressions, Omit discussion of
trival details, Use relatively short & complete sentences.

Composing the message

Draft the message with important points first

Revise by adding, deleting, reviewing unnecessary information, checking for organization,

language, support to your points.

Edit & Proof read – For grammar mistakes, punctuation; spelling- Read aloud and review.

APPEARANCE AND DESIGN OF BUSINESS MESSAGES

1. Business letters – Stationery & Envelopes( Quality, size, colour), Standard parts & Optional
Parts of Letters, Layout
Standard Parts

Letter head – No more than 2 inches at the top, having complete details of the company.
 Heading can be used in a white paper instead of letter head.

Date – A clear way of understanding dates is preferred -XX March XXXX

Inside Address – Receiver’s name with courtesy or professional title, with complete address.

Salutation – Dear- Typed two lines below salutation & above body.

Body – Single space typing with double space between paragraphs, after salutation, before
complementary close.

Complimentary close – Sincerely, Truly yours

Signature area – Signature is normally by pen. Details about the signee may be given. If name
is printed in letter head no need to type again.

Reference Section – Information about message composer, typist etc. Normally initials are
used.

Optional Parts

Attention Line – To reach a specific person or department, typed between inside address &
salutation

Subject Line – Says what your letter is about, 2 lines below salutation.

Enclosure Notation – To remind the reader that something is attached.

Copy Notation – When copies are sent to others “c, cc, pc, copy” may be used.

File/ Account Number, Mailing notation – Numbers to facilitate easy filing & retrieval for
both sender & receiver. Mailing instructions like Registered Post, Special Delivery may be typed 2
space below date line to help the mailer.

Post Script – To emphasize important points P.S., PS may be typed at the last.

Letter Layout – May use Full Block form, Modified block or with paragraph intended form
may be used. Open or Mixed punctuation styles may be used.

2. Memorandums
Stationery- White or preprinted forms with company name, message and other parts may be
used.

Parts of memos – TO, FROM, SUBJECT, DATE are the normal parts. It may have reply
instructions, space for reply also. You may prefer to have title of receiver or not, may use
subject headings.

Layout – Normally left aligned, with body 3 space below heading.

Preprinted Envelopes & E-mail can be used.

3. Others like E-mail Faxes, Telegrams, Telexes, Teleconferencing are time saving..

GOOD NEWS MESSAGES

Answering inquiries, Granting requests for adjustments, Approving credit, Acknowledging

orders, Granting favours & other requests, Job acceptance letters, Goodwill messages like
appreciation, congratulations & condolence
 Normally Direct Approach – Open with good news / main idea – Explanation in details in the
middle – Positive, Friendly Close with clear action desired, willingness to help further,
appreciation.

NEUTRAL MESSAGES

Announcements about sales, events, procedures, policies, responsibilities, honours, activities of

people and Transmittals like covering letters.

UNIT III BAD NEWS MESSAGE

{Answering Non sales related queries - Refusing adjustments, claims, complaints – Refusing
credit - Declining invitations & requests for favours - Acknowledging orders you cannot fulfill –
Announcing bad news about prices or services – Penalizing for non conformity with rules –
conveying other bad news. (Unpleasant message in a pleasant way)}

The Right Attitude

1. Put yourself in reader’s place. Aim is to convince your negative decision is fair, reasonable,
necessary, even good in the future.
2. Avoid using company policies or rules with no further explanation. If possible include reader
benefits & reasons behind policies & rules.
3. Assume the customer wants to do the right thing, even though he/she is mistaken. Show
confidence in the reader.
4. Single people out while praising and group/ generalize when you criticize.
5. Be courteous and shield reader’s pride.
6. Talk with the reader, not down to like ordering.
1. Indirect Plan
Buffer – Neutral in tone without misleading for good news
Agreement - Agree with the reader- Business condition, costs or any other related things.

Appreciation – Thank the reader for request, information, application, inquiry, cooperation etc.

Assurance – Assure about your careful consideration and honest explanation of all available facts
about the problem.

Compliment – Try to complement on something good of the reader, even past record- sincerity,
faith etc

Cooperation – Show sincere desire to be as helpful as possible.

Good news – If a part is good start with it first.

Neutral courtesy – Non committal opening – Use “change” for increase in price announcement.

Understanding – Show your understanding or sympathise with the readers problem.

Explanation

Explanation & analysis of circumstances – crucial to convince

Try to convince by showing careful consideration, explaining relevant facts & mention
favourable things first and then the less favourable ones.

Decision implied or expressed with resale and/or helpful message- clear, concise refusal –

If implied and possibility of misunderstanding express the decision again at the last

If possible, offer constructive suggestions like counter proposal, compromise, alternative etc.

If desirable resell company services & policies.

Friendly, Positive close –

Offer assurances that you appreciate

Invite future patronage, cooperation, suggestion or compliance with reader benefits

Make clear action required with what, when, why, how, by whom.

Express continued interest, service, reader benefit & friendly closings.

2. Direct plan – Urgent nature or if reader prefers directness

Bad news decision (with or without a brief buffer)

Explanation

Appropriate, courteous end

PERSUASIVE WRITTEN MESSAGES

To get your reader support, believe, accept and act in your favour

Organising plan

Direct request

Main idea –Your request, statement, question, and reason.

Explanation – Evidence & details needed to convince and respond as expected.

Courteous close – Politely asking for action desired

Indirect request

Explanation – Buffer opening

Main idea – Core of your request, your concern

Courtesy close – Polite ending with last request for action

AIDA plan for persuasive messages

Attention – Open with agreeable comment, assertion, sincere compliment, question or direct
request.

Interest & Desire – Build on the opening theme; (follow picture, chain methods)

Describe physical characteristics like important features, construction, appearance, performance,

beauty, function etc

Relate its value / benefits(direct & indirect) to the reader – Evidence is important to support
persuasion.

Action – Make request for action clear, easy, even with limits of time, date.

Different kinds of persuasive requests are Requests that require time / personal contributions,
about products / services, claims, complaints, adjustments, changes in policy, changes in
performances, from employer to reference or from employee to reference.

Refer Check list for details

Persuasive sales letters can be solicited (asked for) or Unsolicited (not asked for) – Use AIDA
plan.

Solicited Sales Letters

Open -with good news like answering positively to the request or say the requested material will
be sent.

Body part - answer additional questions,

Provide educational, resale, sales promotion information

Be truthful about negative information

Arrange positive answers in the beginning & end and place weaker or
negative comments in the middle.

Close with easy action, benefits & focus on the positive.

Unsolicited Sales Letters

Be in Control of the following

Decide the purpose is to effect direct sale, future sale or win back lost customers.
 Understand the audience- general or special group

Know every detail of product

Be aware of enclosures and timings

Think of the length of the letter.

Attention Getting

Keep the opening short. Possible beginnings are

Comparison or story, Event in readers life, Effective Question, Enclosed gift, Product fact,
Surprise question, Challenge Statement.

Arouse Interest & Desire

Create a central theme or core idea, show the positive facts to the reader, try to convince with
expert opinions, testimonials, trial offer, giving samples, simple payment modes, and guarantee.

Suggest how the product affects reader’s time, money, health, family etc.

Action Inducing

Clear easy action dated or timed with a final touch on the benefit.

REPORTS

An official document written by a group of people who have examined a particular situation or a
problem.

A piece of technical writing designed to meet a specific need, with / without problem solving.

A business report is any factual, objective document that serves a business purpose.

GENERAL PURPOSES

Informational- 1. Monitor & control operations

2. Implement policies & procedures

3. Comply with legal / regulatory requirements

4. Document work performed for clients

Analytical 5. Guide decisions on particular issues.

6. Get products, plans or projects accepted by others.

SHORT REPORTS – In letter or memorandum form are concise, accurate, unbiased, with
evidence for the reader to make better decision.

Developing main sections –

Introduction – Start with aim, purpose, authorization, source, scope, definition, background,
limits, brief statement of results, topics covered.
Body (discussion, text)

Present all relevant fact without personal justice,

Organize facts ether deductively or inductively

Emphasize important ideas

Include visual aids like tables, charts sparingly

Use headings to take through the report smoothly

Use 7 C’s principle

Terminal Section(summary, conclusion, recommendations)

Remember summary condenses text, conclusion evaluate & infer from text, recommendations
offer specific actions.

Do not include new information in the close

List summary points in the same order as topics discussed.

Outlining major sections- Decimal. Alphabets or alpha numerical may be used. – Based on this
headings/sub headings with parallelism ( similar noun, phrase, sentence or clause) are prepared.

Including other desirable sections like subject line, prefatory & supplemental parts, visuals etc.

TYPES

Informational memorandum reports

Conference Reports- Includes write-ups of meetings also – Try to link content & form of your
report either chronologically (order of time) or order of facts(topical).

Progress Reports- Accomplishments or activity over time, normally inductive- guidelines are

Introduction (purpose, nature)

Description of accomplishments during the reporting period

Unanticipated problems if any

Plans for the next reporting period

Summary ( overall appraisal of progress till date)

Periodic Reports – Daily, weekly, monthly, quarterly, annual etc.

Analytical memorandum reports

To analyse a situation or a problem with or without recommendation

Introduction – Authorisation, Purpose, Background, Methodology/Sources, Plan of presentation,

Brief statement of your decision.

Body – Topical order is preferred

Closing – Summary or evaluation is to be decided.

Recommendation – Justification reports

Introduce to get started or holding attention.

Analyse thoroughly the problem even you may have to convince that a problem exists with
evidence & supporting facts. Guidelines are

Current state of the problem

Effects & causes

Possible options to rectify

Criteria in evaluating options

Recommended solution if asked for.

To close summarise major points & recommendations, usually numberd.

Letter reports

Usually to outsiders – Normal letter format with Date, Inside address, Salutation, Body,
Complimentary close, Signature, Reference section are used. Only the Body content will be
Informational / Analytical report form. Add further willingness to help in the end part.

LONG REPORTS

Simply an expansion of short reports with greater length & depth of discussion of more complex
issues.

Before completing a report be sure of what is expected ( issue, problem, purpose, scope), Realise
the audience, Get idea of sources, Time of completion, Financial/ Time constraints, Authorisation.

Prefatory sections

Cover & External title- Have short, clear, titles answering 5 Ws, Having subtitles with a colon if
needed, avoiding vague & judgmental terms.

Title fly & Internal title – Title fly is a sheet of paper in between cover & internal title page. -
Internal title page has 4 parts symmetrically placed in the page- Title, for whom, by whom, date

Letter or memorandum of transmittal- a cover letter with 5 parts-

1. Authorization / request to be highlighted with date,

2. State in transmittal details that the report is attached with more politeness,

3. Background / methodology briefing about the methods employed to give a feel of length &
breadth of report,

4. Highlights information to say about your conclusion

5. Courteous ending acknowledging those who assisted, indicating future reports, suggesting
further willingness to respond even with e-mail addresses.

Table of contents

Contents table with page numbers parallel as in content,

 Table of tables

Table or list of Visuals or figures either in content or in appendix

Executive Summary, Abstract, Synopsis – The most read part, normally in one page with abrief
background statement, analysis & recommendations, sometimes with cost/time implications.

Supplemental Sections – Offer further details for interested readers

Bibliography either at the last or at the end of each chapters, Strict formats are used( MLA, APA )
& includes Author(s) names, Capacity like editor, writer, translator, Date of publication, Title,
Edition, Page numbers, Volume numbers, Publisher.

Footnotes & Endnotes may explain content or identify sources- Done by including a superscript
number in the text

Appendix – Included with appendix title page contains material not essential in developing/
understanding the report but desirable to refer, support

Glossary- If many words possible of different interpretations are used definitions should be given
at the end.

Index – Lists topics alphabetically & guides reader

Report Presentation

Writing first draft (With Introduction, Body & Conclusion/Summary), Editing & Revising first
draft, Typing final document (With appearance, spacing, margins, pagination)

PROPOSALS

A persuasive presentation for consideration of some thing. It can be written or oral. Invited
proposals are solicited by the awarding organizations to interested parties. Prospective proposals are
like sales messages, which state what could be done if awarded some thing. May be internal /
external. Format and formality requirements vary. Purpose is seeking to get your reader to do
something, to accept your written plan for completing a task.

Kinds- Research proposals are academic in nature or Business proposals are to bid for a business
activity.

Parts of Proposals (Long Proposals)

Title page

Executive summary, Abstract, Synopsis

Draft Contract – To give an overview of offer & financial position.

Table of contents (In long proposals)

Introduction- Stating the Purpose, Problem, Scope, Project team.

Background – Previous works, literature reviews, your evaluation, statements

Procedures – How you will meet the needs of reader

Equipments & Facilities – You have or needed

Personnel – Personnel involved & biographic details of them

 Budget – Company / government budget justification is a must.

Appendixes – Additional information

Short Proposals contain

Letter of transmittal

Executive summary

Body with information on project team, scope of services, construction contract packages, system
of work etc.

RFP- Request For Proposals- Like call for tenders.

UNIT _ IV STRAGEIES FOR ORAL COMMUNICATION

Strategies for Improving Oral Presentations

Steps For Preparing Effective Oral Presentations

1. Determine the Purpose- To Inform or to Instruct, To Persuade or To Entertain.

2. Analyse the Audience & Occasion
3. Select the Main Ideas for the Message
4. Research the Topic
5. Organise The Data & Write the Draft-
Introduction

 - Porch- The opening remarks- Introduction – Gaining attention (by human interest stories,
humor, questions, quotation), telling subject, persuasion(direct & indirect approach)
 Aim – Purpose
 Layout- Agenda- Telling the main points
Body- Text or Discussion- Explain & support the main purpose of presentation, Main discussion,
transition from point to point

Summary/Conclusion- Summarize all points/ conclude by inference from data, climatic close

6. Create Visual aids

7. Rehearse the Talk
Presentation Methods (Kinds)

 Ex tempore – Extemporaneous- thorough preparation, use of notes, rehearsed

 Memorising- Memorise key passages, notes may help
 Reading- CEO, PM, CM acceptable
 Impromptu – Without preparation
Strategies for effective oral delivery

 Pitch- Monotones, High or low voice, Same word value

 Rate- 80 to 160 words per minute, Easy parts faster, hard parts slower, variation is better than
constant speed
 Volume – Suit for audience size, Contrast in emphasis, controlled breathing
 Pause- sparingly used- don’t fill with Oh, Uh, mm, you know
 Voice Quality- Raspy, nasal- Use it for your advantage , make use of other techniques like
therapy
 Pronunciation - Avoid jargons, regional accents, added/omitted sounds – Listen to educated &
cultured people, refer to dictionaries
Strategies for effective nonverbal delivery

Posture – Standing/ sitting positions, Naturally balance your weight on both feet , erect/ not stiff,
comfortable/ not limp

Movement - Walking- Strong, sure walk- during presentation sparingly walk to make effect like to
hold attention, to get rid of nervousness, to suggest transitions, to increase emphasis.

Gestures – movement of hands, arms, head, shoulders- vary gestures, avoid over using, watch timings

Facial Expressions – Smile, frown convey clear messages.- Eye contact is important

Personal Appearance –Accept physical traits – Dress, clean & well groomed – Use facial expressions,
physical movements to your advantage.

Strategies for reducing stage fright

Hide your discomfort, be confident

Can prepare well , rehearse, precheck equipments needed, hold a pen, breathe deeply & slowly before
speaking, move during speech, approach with assurance & enthusiasm.

Strategies For Effective Listening Skills

Faults In Listening-

Prejudice against speaker, External Distractions, Thinking Speed, Premature Evaluation, Semantic
Stereotypes, Delivery

Purposes of Listening

1. To gain new information & ideas

2. To Question & test Evidence & assumptions
3. To be Inspired
4. To improve Own Communication.
LISTENING SKILLS

Basic elements are

Sensing- Ability to sense words & attentiveness

Filtering – Giving meaning to sensed sounds by mind, knowledge, emotions, beliefs, bias

Remembering – Remembering what we hear- decreases after minutes/hours- We remember only 1/4 th
of a report/ forced speech after 2 days.

Benefits of good listening

1. Good listeners are liked by others.

2. Job performance is improved since downward messages are received & understood.

3. Accurate feedback

4. Increased job security due to lesser mistakes

5. False information easily identified.

6. Opens doors for new ideas – there by creativity

7. Increases learning

8. Increases job satisfaction by knowing what is happening, heard by authorities &

Participate in developing mutual trust by good communication.

Improving listening

1. Listen actively.
2. Concentrate on what speaker says by resisting distractions.
3. Listen objectively, pay attention to non-verbal expressions.
4. Listen with empathy.
5. Ignore personal characteristics of the speaker.
6. Listen for main ideas & supporting factors.
7. Ask questions at appropriate time.
8. Make notes
9. Restate the content & feelings of the speaker to show understanding & acceptance.
STRATEGIES FOR EFFECTIVE LISTENING

1. Capitalise on thought speed- talking speed is normally 125 words per minute where as
listening speed is 400 to 500 words per minute. Use this spare time to think about what is
said, summarizing in between and comprehend with all clues ( both verbal & non-verbal ).
2. Listen for ideas rather than peripheral themes or factors which block the mind from
considering ideas.
3. Resist distractions of all kind intentionally.
4. Judge content, not the delivery.
5. Be flexible – to make notes & mental state.

SUCCESSFUL INFORMATIVE & PERSUASIVE SPEAKING

Contents are

Title :

General Purpose:

Specific Purpose:
Main Points:

(Chronological or Topical Organisation)

KINDS OF INFORMATIVE & PERSUASIVE SPEAKING

 Business Reports, Goodwill to the society, Briefings & Instructions.

Major Categories of Persuasive speaking are

 Policy( a course of action to be taken)

 Procedure
 Value- Define the value & benefits
 Fact (Present, Past or Future)- Prove the validity/
 Strategies - Strategic planning, long term goals

AUDIENCE ANALYSIS

 Degrees of Interest & Attitudes- How much they know, level of interest- Begin with areas of
agreement by praising, mentioning names, using patriotism, loyalty
Compare agreements & disagreements

 Occasion- use greetings, fairness, sense of human weakness or quotations to start.

 Location- Physical arrangements
ORGANISATION

 Introduction-PAL Approach
Porch- starting with joke, quote, story, greeting, startling statement, questions

Aim- stating clearly & precisely the purpose

Layout- Give an overview, roadmap, agenda

 Body- Text/ main discussion- Organise Chronologically, Topically, Cause to Effect, Evidence
giving facts and Problem-Solution with benefits & disadvantages
 Summary/ Conclusion- Summarize what was covered or Infer conclusion from points
covered.
Supports Ethos- Credibility of speaker

Pathos- Using emotions to support

Logos- Using evidence & reasoning (Examples, Illustrations, Statistics, Quotations,

Testimony, Comparisons, Definitions)

STRATEGIES FOR SUCCESSFUL INTERPERSONAL COMMUNICATION

Face-to-face-More informal, more casual & informal interaction is called interpersonal

communication.

 Self-perception – Be cautious in drawing conclusions about others

 Dyadic Communication Relationships – Communication between two persons – Good with
people with whom we feel comfortable & trust.
 Functional like interviews, telephone exchanges, dictating.
 Types in a continuum from intimate to non-intimate (Family, friends, acquitances)

Cyclic Nature of Self-Perception

 Self-perception

Oral Responses Self-behaviour Non-verbal responses

Perception by others

TELEPHONE SKILLS

 General Preparation- Know the phone facilities, keep a pad & pen ready, lively voice, correct
how you sound in a phone, don’t ramble, be considerate, efficiently give names & numbers.
 Making a call- be sure of the right time, purpose, and jot down the points, keep all documents
related handy, mentally draft a brief message for the person, and dial yourself.
 Receiving a call- Ringing not more than three times, greet & identify yourself, don’t allow
interrupting a meeting, making alternatives, if person wanted not present offer a return call.
 Mobiles- s/w off while in meeting & driving
 Teleconferencing- Plan properly, inform early, keep all information available.
TALKING
Oral expression of knowledge, emotions & viewpoints

 ELEMENTS
1. Voice Quality- pitch, pace, pause & volume

2. Style- Blending of pitch, pace & volume

3. Word Choice – Appropriately convey the morality & courtesy you intend and respect

listener’s knowledge.

4. Adaptation – Fitting the words in the minds of listeners with the combined effect of

words, voice & style.

SRATEGIES FOR SUCCESSFUL BUSINESS & GROUP MEETINGS

Purposive discourse between two or more people is called as group meeting.

Formal / Informal Groups

Kinds & Purposes

Informational meetings- To clarify, to make clear, to give information

Suggested solution meetings- supervisor sends the problem asking possible solutions, and suggestions
are tabled and discussed for possible options
Problem Solving Meetings – like brainstorming- Group proceeds collectively to solve a problem-
variations of problems, solutions, benefit, action steps are discussed & decided.

STEPS To Conduct a Problem Solving Meeting

1. Letter to authorize a committee to solve the problem including who, what, when, where & why.
2. Methods of solving problems- Intuition, rationalization or logical thinking- Steps are
(1) Background Analysis- State the problem affirmatively, Define & limit the scope, Collect
facts/ history.
(2) List possible solutions- Brainstorming is a technique
(3) Evaluate solutions- Discuss to arrive at a solution
(4) Choice of action- Cost, time, other factors.
3. Leadership responsibilities- Authoritarian, Democratic, Participative Or Leaderless
4. Planning before meeting- Precise problem, participants, date & time, agenda, announce the
meeting, physical arrangements
5. Procedures during meeting- Begin with opening statement stimulate discussion; understand roles
of participants, Interpret data for evaluation.
ROLES OF PARTICIPANTS- Organiser give procedural suggestions, Clarifier clears
misunderstandings, Questioner asks to fill knowledge gaps, Factual contributors add substantive
information, Energiser stimulates the group, Idea Creator creates ideas & become valuable to group,
Critical tester tests contents of suggestions, and Conciliator compromises differences between
members.

MEETINGS

 AGENDA – Framework within which the discussion will take place. Includes expected
attendees, time, place, ending time, objectives, issues to be discussed & resolved, how to prepare- +
background information as necessary.
 To prepare for the meeting - send proper agenda, meet dissenters & explain the purpose, be
ready for objections with hard data.
 Conducting a meeting – Start with introduction of each item in agenda & set the tone, don’t
monopolise, don’t allow any one to dominate, ensure participation of all, within the time, prevent
drift, summarise in between, and conclude with summary of decisions taken.

MINUTES

 Minutes of meeting is a precise report of meetings - includes- where & when, names of
attendees, decision taken with details of implementation, name & sign of the person writing it.
Types of minutes are

-Decision minutes have decision taken, names of implementers & deadlines.

-Narrative minutes aim to capture entire discussions in summary form by

recording who said what & when.

PARTICIPATING IN MEETING

Don’t do the following

 Late coming
 Interrupting others while talking
 Monopolising
 Talking / joking with neighbours
 Using phone
 Anything unrelated to the discussion
 Excessive emotional language
 Disobeying chairperson’s instructions & requests

PAPER PRESENTATION- SIX PILLARS

1. Profile the occasion, audience & location- the foreknowledge keeps you forewarned &
forearmed.
2. Plan the framework with general points supported by detail.
3. Select right visual aids that are clear, simple & vivid.
4. Preparing- committing what to say to your short-term memory & prompt notes.
5. Rehearse – improves confidence
6. Delivering- effective speaking skills required- be clear, simple, vivid & natural

UNIT V BUSINESS COMMUNICATION SKILLS

THE JOB APPLICATION PROCESS-THE WRITTEN JOB PRESENTATION

1. SELF-ASSESSMENT

 KNOW YOUR SKILLS

- Assess your interest & supportingly select verb - using verbs to describe you gives the impression of
a dynamic person

 KNOW YOUR ACCOMPLISHMENTS

- Record even small accomplishments- Start with a verb- show result

 KNOW YOUR INTERESTS

- Analyse your interests, preferences & attitudes- to decide what typeof job you can use your skills

 KNOW YOUR PERSONAL VALUES

-Difficult to measure because of individuals & things considered of prime importance

NOTE: THIS IS FOR OWN USE ONLY

2. MARKET ASSESSMENT

WRITTEN SOURCES OF CAREER & JOB INFORMATION

 Trade publications, libraries, placement offices – to locate information on possible functional

job areas.
HELPFUL PERSONS REGARDING EMPLOYERS & JOBS
 Networking-linking your interests with a position/company with the help of others – Use
family networks or alumni, business friends, employment agencies, former employers / coworkers,
unions, counselors

3. RESUME

 A summary of qualifications & intended career path. Content & layout vary- Present with
headings & phrases instead of full sentences
 1. Opening section
- Heading –Name, address, Contact number
- Job / career objective- a single sentence statement of your goal (general/specific)
- Basic qualifications ( optional )
 2. Education
- Schooling beyond high school- names, locations, dates attended, degrees
- Major, significant pertinent courses- academic honours, grade points if high, special skills,
achievements.
- Positions- research assistant
 3.Work Experience - Include information that helps employers to evaluate whether you have
necessary background to the current position
- List the jobs in reverse chronological order- present or recent one at first
- Give names, dates, locations for each job
- Insert title/position if any
- Use verbs to show accomplishments, precise results to your work experience.
- Arrange facts in best selling order, use parallelism
 4. Achievements, Awards, Service Activities
- Any noteworthy awards to be mentioned
- Additional items like offices held, athletic accomplishments, published material, fluency in
foreign languages, professional fraternities, student organisations, community services involving
working with people.
 5. Personal data (optional) - Includes health, hobbies, physical skills, travel & even service
in Military/ national service organisations.
 6. References – Limit to three, Choose former superiors, teachers, professors, colleagues or
business friends.- Avoid relatives – Take prior permission to include
COVER LETTER ( COLD CALL LETTER )

 To attract the interest of the prospective employer- A single page letter job application letter
with
 Opening - Summary, name, question, news item opening
 Middle paragraph - Data & details to support your claim- with most effective two points for
a job, brief evidence of your qualification, strongest fact first, without repetition of resume details-
Education can be mentioned not as a degree but as how the education prepared you for the job.- Work
experience like practical exposure to your education, responsibilities- Relating your personal attitudes,
interests, activities, qualities to the job requirement.
 Closing paragraph - Suggest easy actions like contacting you, you can come to him, ask
local representation if employer is distant.
 Reader centered with evidence to support your claim.
 State your availability- phone, fax
( 30 sec- to impress- neat, error free)

WRITE, READ, EDIT, REVIEW, REWRITE TO MAKE IT MORE PERSUASIVE

PREPARATION FOR THE JOB INTERVIEW

Prior to the interview

Know yourself - self assessment

Resume - Know all facts, have 2 copies

Company - Earnings, products, expansions from websites, Business magazines/ journals

Position - Prepare with the strongest qualification if position known

Some questions & answers - Often asked ones

Verbal & non-verbal communications-Appearance & delivery also communicate strongly

Place & time- details, arrive early

Basic salary ranges- advisable, not to negotiate till asked

Must rehearse- mock interviews / video play back, practice for first few minutes

Chronology of Interview

 Introduction- 2-5 min. Interviewer casual & Candidate tries to make positive impression
 Company information- 5-10 min- Interviewer informs & Candidate shows high interest
 Candidate assessment-10-20 min- Interviewer to assess qualification, strength, weakness-
Candidate uses data, evidence via goals, skills, accomplishments, interests, values relating to learning
& work exp. More questions will be asked.
 Conclusion-1-2 min-Interviewer determines ending with when reply will come- Candidate
summarises qualification, reaffirm interest in company & position and express appreciation of the
interview.
Activity During Interview

First few minutes are critical- Make eye contact immediately, begin courteously, show enthusiasm,
give firm handshake.

Positive, Desirable Behaviour

 Show vitality, enthusiasm, interest- By the alert way you sit & look, facial expressions,
questions you ask and answers you give

 Be Honest- State your data clearly without exaggeration

 Listen Attentively- Don’t interrupt till Interviewer finish- link your achievements with
your answer

 Answer briefly- more information more variation about yourself.

 Show interest in the company-Tactfully relate your achievements to employer needs.
 Show analytical skills- Organise your answers- Take time to comment on pros & cons,
Short Term & Long Term benefits.

Negative Factors to Avoid

 Discourtesy- Avoid first names, doodling

 Jargon, Slang – Don’t project you are hip, cool, Gen-Next etc
 Overaggressive / Cynical Attitude- Avoid superiority complex, know-it-all attitude
 Unfavourable comments- Focus on positive- omit criticisms of former professors, employers
 Disregard to six positive factors said above are also negative- to be avoided
Answering Or Asking Questions

Bridging Confrontational & Unfair Questions

 Confrontational questions are to test confidence, tension/ stress mgt- Not personal attack- In
reply try to bridge both sides & focus on positive
 Unfair questions are based on color, religion, sex, handicaps, nationality etc using defamatory
remarks, invasion of privacy, innocent misrepresentation or fraud etc – Answer if not disadvantageous
or tactfully decline to answer
 Questioning the Interviewer- Prepare some questions in advance.
FOLLOW-UP A process of contacting to know the position of your job offer.

Immediately After Interview jot down the following.

 Significant facts you learned about company

 Questions you were troubled in answering
 Selling points left out by you
 How well do you feel you did your interview
Candidate to Employer

You can approach the Employer by person, phone, mail or letter- letter is effective- 2-5 days.

 Opening – Express appreciation & gratitude for granting Interview

 Middle – Any or all of the following
- State how you feel now about the position
- Add new material left out/ omitted
- Include facts you sensed concern of Interviewer about your qualifications
- Mention your favourable reactions to some points in Interview
- Highlight the qualifications discussed in Interview
 Last para
- Offer to send any additional information

- Suggest you are willing to come for second Interview

- Indicate you feel your qualifications fit the job requirements
- Mention you are looking forward for a favourable decision

Employer to Candidate

Some times you may be on the other side to follow-up – You may offer job, may invite for company
visit, granting time extension, Decision not to hire, reply to candidates acceptance.

Negotiation

Being personally satisfied, being at ease with a compromise is important

 Prepare carefully - From all possible sources like alumni, placement reports
 Know specific data - Reliable data of range of salary, industry/regional range
 Organise Negotiation – Compensation like cash & fringe benefits ( cash, basic pay, pay
range, bonus, stock options, pay review schedule), position (Authority & responsibility, Title,
reporting structure), environment(location, working times, resources, language, culture) and
beginning & ending of work benefits(date of starting, housing arrangements/ assistance, Relocation
assistance especially in overseas jobs).

Better to have oral negotiation-Be fair, listen to other side, come prepared with credentials &
arguments for your position, keep facts straight and know your top & bottom final position in
advance.