SYLLABUS

UNIT – 1
Definition – Methods – Types – Principles of effective Communication
– Barriers to Communication – Communication etiquette
UNIT – II
Business Letter – Layout- Kinds of Business Letters: application, offer,
acceptance/ acknowledgement and promotion letters. Business
AVS College of Arts & Science (Autonomous) Development Letters – Enquiry, replies, Order, Sales, circulars,
Grievances.
(Recognized under Section 2(f) & 2 (B) of UGC Act UNIT – III
1956 and Accredited by NAAC With ―A‖ Grade and Interviews- Direct, telephonic & Virtual interviews- Group discussion –
AUTONOMOUS STATUS by UGC, New Delhi) Presentation skills – body language
UNIT – IV
Attur Main Road, Ramalingapuram, SALEM – 636106 Communication through Reports – Agenda- Minutes of Meeting -
Resume Writing
UNIT – V
Modern Forms of Communication: podcasts, Email, virtual meetings –
Websites and their use in Business – social mediaProfessional
Networking sites

References Books
1. Rajendra Paul & J S Kovalahalli, Essentials of Business
Communication, Sultan Chand & Sons, New Delhi, 2017
2. Dr. C B Gupta, Basic Business Communication, Sultan Chand &
Sons, New Delhi, 2017
3. R C Sharma & Krishan Mohan, Business Correspondance and Report
Study Material Writing, Mc Graw Hill, India Pvt Ltd., New Delhi, 2006
Paper Name : Managerial communications 4. Kevin Galaagher, Skills Development for Business and Management
Paper Code : Students, Oxford University Press, Delhi, 2010
Batch :2023 - 26 5. R C Bhatia, Business Communication, Ane Books Pvt Ltd., Delhi,
Class & Sem : I BBA CA & 1st Semester 2015
Staff Name :
Web Resources
1.https://www.managementstudyguide.com/business_communication.ht
ml
2. https://studiousguy.com/business-communication/
3. https://www.oercommons.org/curated-collections/469
4. https://www.scu.edu/mobi/business-courses/starting-a-
business/session-8- communication-tools/
5. https://open.umn.edu/opentextbooks/textbooks/8

UNIT - I
Why is managerial communication is important at workplace?
What is Managerial Communication? Managerial Communication is important at the workplace because of
following reasons: –
Meaning of Managerial Communication: – Managerial 1. Sharing of Information: – Communication is necessary for the
Communication is a function that helps managers to exchange of ideas amongst employees within the organization. The
communicate with each other as well as with the employees of main purpose of communication is to give information to individuals
the organization. Communication helps in the transfer of information or groups. Various types of information are shared in a company
from one party to the sender which is also called the recipient. such as rules and regulations, changes in organization, work
Managerial communication refers to interaction among managers and deadlines, and more.
their subordinates within an organization. 2. Feedback: – Employees need to be given feedback on their
It is essential for managers to communicate with their team members achievements, as well as informed departments about their
and vice a versa to ensure maximum productivity and peace at performance. The top management should also be informed about
workplace. the achievement of the goals. When feedback is given, difficulties
encountered during the process can be identified and rectified for a
Managerial communication helps in the smooth flow of information smoother process.
between managers working towards a common goal. In effective 3. Problem Solving: – Managerial communication is important in
communication the message should be clear and well understood. Team finding solutions to difficulties at the workplace. Managers must
members should know what their manager or team leader wants to communicate with their team members to understand and address
communicate. Effective managerial communication enables information their grievances and problems. Queries should be resolved at the
to flow between managers, team leaders and their respective teams in its initial stages only to avoid critical problems later on. Team members
desired form. should have the liberty to talk to their team managers.
Communication can be done either through verbal communication or
written modes of communication. Good communication between
managers and employees on issues will help find solutions to
problems and develop consensus easily.
4. Help in Decision Making: – The most important role of a manager to address their team members. Make sure you don‘t confuse
is that of decision making. To take the right decision a manager your team members. Be loud and clear when interacting with
needs to get all the information required to take the decision. Also, employees in the workplace. Be very clear and precise.
the way decisions are communicated will have an impact on how o Written Communication: – Communication is also done
they are taken in terms of cooperation and support to achieve the through emails, letters, manuals, notices etc. Such methods of
desired goal. communication where written records are available are often
5. Helps in Achieving Targets: – Managerial communication is called written communication. Managers should make a practice
essential at the workplace to achieve targets within the desired time of communicating with their juniors through email as it is one of
frame. An individual doing things all alone would definitely need the most reliable methods of communication. Mastering the art
more time as compared to employees working as a team. Managers of email writing is essential for managers.
must communicate effectively with their team members to make o Body Language: – Managers must also take special care of their
them understand their key responsibility areas and what all is body language, facial expressions, gestures for effective
expected out of them. Effective communication ensures proper communication. A manager who always has a frown on his face
delegation of work amongst team members. is generally not liked and respected by people. Being a Boss
6. Facilitating Change: – How clearly the organization communicates does not mean you need to shout at people. Be warm and
change will determine how effectively it is implemented. Managerial friendly with your team members.
communication will show difficulties in the changes implemented 2. Organizational Communication: – Communication taking place at
and whether corrective measures should be taken. all levels in the organization refers to organizational communication.
7. Team Building: – Great relationships are built on communication. o Formal Communication: – To ensure communication on an
If a manager does not allow proper communication within his team, ongoing basis, organizations develop formal systems. Employee
there can be group breakdown which can lead to friction. Therefore, meetings, union-management meetings, branch managers‘
communication is the lubricant between a manager and his team for conferences, periodic sales review meetings and customer
proper functioning. meetings are examples of forums that facilitate formal
8. Setting Goals and Targets: – Managerial communication also helps communication. Formal communication generally follows a
managers set goals and targets for themselves and organization. The well-defined hierarchical pattern and periodicity. Memos,
objectives of a team cannot be set by a single employee. One needs circulars, instructions, guidelines, clarifications, agreements and
to interact with all the related employees to assign targets for team reports are some of the channels that facilitate the flow of formal
members and also set goals for the organization. communication in business organization.
Types of Managerial Communication o Informal Communication: – This type of communication takes
Managerial communication is of the following two types: – place in an unstructured manner and outside formal forums.
1. Interpersonal Communication: – Interpersonal communication There is an element of spontaneity in this communication.
generally takes place between two or more individuals at the Informal communication works well in small, loose-fitting
workplace. organizations. It is often used in situations where there are no
o Oral Communication: – The communication done with the help rigid hierarchical levels. While a formal structure of
of words is called oral communication. There is no written communication is essential in large organizations, it is
record available in oral communication. What they say and how informality that helps maintain goal orientation in smaller well-
they speak matters a lot. Managers must choose the right words
 knit units. Informal communication occurs through chat, communication. Any communication that takes place either orally or
conversation, informal conversation etc. in writing, from one branch chief to another, from one division head
to another, from one group chief to another, can be described as
Direction of Communication Flow: – lateral communication. An important point to note in any such lateral
 Upward Communication: – Upward communication is the communication is that there is not much difference in terms of
opposite of downward communication; it comes from the employees hierarchical levels or positions of sender and receiver.
and goes to the management. This is important because it helps 4. Interactive Communication: – Interactive communication is
employees communicate with their leaders and helps managers stay essentially a two-way process. This happens through meetings,
in touch with what‘s happening below. conferences, teleconferencing, multimedia presentations, group
 Downward Communication: – It can be called top-down otherwise discussions and other such active two-way exchanges. Interactive
known as downward communication where the information comes communication is best suited when the message or the topic is to be
from the upper management and passes to the subordinates. presented in detail, for example, in practical sessions, case study
Downward communication can be for communicating instructions or discussions and strategy formulation. When multiple speakers are
strategies. involved, a moderator may be required who will facilitate the
effective flow of communication from the different speakers.
Other types of Communication 5. Mass Communication: – Mass communication is unique in its
Other types of Communication are as follows: – scale. Essentially, it addresses a large group of people. Public
1. Internal Communication: – Internal communication occurs within speaking, newspapers, magazines and magazines, radio, television,
the organization or group – between people, between different dotcom etc are the channels of mass communication. Mass
groups of employees, and between employers and employees. It can communication has developed as a special field of study. Each of
be oral or written, visual or audio-visual, formal or informal, and up these areas or channels demands specific skills. By its very nature,
or down. Internal communication serves to inform, instruct, educate, mass communication addresses a vast, well dispersed and
develop, inspire, persuade, entertain, direct, control and alert the heterogeneous group of people and as such, special efforts have to
people in the organization. be made to maintain their interest and elicit the desired response.
2. External Communication: – Unlike internal communication, 6. Grapevine: – Grapevine is a type of informal communication that is
external communication flows outward. It addresses people outside prevalent in organizations and businesses. The source of such
the organization such as potential customers, competitors, the public, communication may not be clear. It is spread through gossip and
the press, the media, and the government. External communication rumours. It travels through informal networks and is often faster than
can take place in different ways and through different channels. formal messages. Sometimes, it becomes more powerful and more
Letters, notices, brochures, displays, telephone calls, business receptive than formal communication.
meetings, press releases, press conferences, audio-visual
presentations, promotional film product launch events and
advertisements are all examples of external communication. Principles and 7 C’s of Effective Communication
3. Lateral Communication: – Lateral communication generally
occurs in an organization and is neither upward nor downward. It
proceeds in a horizontal manner and occurs between equals and at
the level of peers. It can also be described as peer level
 In oral communication, one cannot draw tables and graphs to make our
statement specific, but we can use apt and precise words to convey a
message. If the message is specific, that saves time and increases the
likelihood.

4. Clarity
Clarity is one of the principles of formal communication. Whatever we
speak/communicate should have clarity. The idea of the message should
be very clear in the mind of the sender.
The sender must be careful about the clarity of thought and objective of
communication.
1. Conciseness
5. Completeness
In formal communication, we should be very careful about the
briefness/conciseness of the message. As brevity is one of the principles Effective communication depends on the completeness of the message.
of formal communication. Also, it is one of the important elements and Incomplete messages create ambiguity in the audience.
prerequisites of effective communication. A complete message brings the desired results without any expense or
It is always helpful for both the sender and the receiver because it saves additional information. Therefore, each and every message which is
their time. Concise messages are helpful in getting the meaning. sent by the sender should be complete.

2. Correctness 6. Consideration

Correctness means the accuracy of thoughts, figures, and words. If the It is an act of consideration. While sending a message the sender should
given information is not correctly conveyed, the sender will lose look from the angle of the audience. The sender should understand the
reliability. feelings and emotions of the receivers. It shows that in communication
we should consider the audience.
While communicating we should be careful about the correct use of
grammar, message composition and appropriate words. Successful 7. Courtesy
communication depends on the correct use of language & grammar.
Courtesy means polite behaviour. While communicating everybody
3. Concreteness should show politeness towards others. It facilitates communication.
The polite messages help to strengthen relationships and to create
While communicating one should be very specific. Concreteness is an goodwill, which helps in expanding the business.
important aspect of effective communication. It is about being specific
and definite rather than general.
To conclude, I would like to say that everybody should use the 7 Cs of 2. As responsible managers one must stay away from nasty politics at
communication to communicate effectively. workplace. Politics leads to negativity all around and increases stress
levels of employees. Do not believe rumours and prefer speaking to
employees directly rather than finding out from others. Listen
carefully what the other person has to say before jumping to
conclusions. Being a patient listener helps improve managerial
communication. Do not interrupt while the other person is speaking.
What are the barriers to effective managerial communication? One needs to very careful about his choice of words. Managers must
Managers need to interact with each other as well as with their team ensure their speech makes sense and well understood by people
members on a regular basis not only to get things done effectively but around.
also to ensure peace at the workplace. 3. Do not address your team members just for the sake of it. Take care
of your pitch and tone. For effective managerial communication, one
should be neither too loud nor too soft. Make sure you are audible to
all. Address employees in a noise free zone. Noise is one of biggest
barriers to effective communication. Employees fail to understand
the speaker―s message and eventually dilute the meaning of effective
communication. Do not address employees during lunch hours or
when they are about to leave for the day. Employees are absolutely
in a different frame of mind and fail to understand what the speaker
intends to communicate. Organizations must have board rooms or
conference rooms where employees come on a common platform
and communicate effectively without disturbances.
4. Prefer not to interact verbally. In verbal communication, employees
tend to forget what was communicated to them a month ago.
Managers must promote communication through emails at the
workplace. Do not mark separate mails to team members. Mark a cc
to all related employees; and
5. Do not communicate separately with your team members as
Let us go through various barriers to effective managerial
information might not reach in its desired form. Transparency at all
communication at the workplace: –
levels is essential for effective managerial communication.
1. Partiality and workplace politics are the major barriers to effective
Communicating through middle men is unprofessional and affects
communication at the workplace. Managers must not be partial to
communication.
any of their team members. It is considered strictly unprofessional.
Each employee should be treated as one. Do not ignore any of your
Skills Required for Effective Managerial Communication
team members just because you do not like him. A good manager is
An individual needs to possess certain skills for effective managerial
one who is impartial to all.
communication. Let us go through various skills required for effective
managerial communication: –
1. Body Language and overall personality of an individual play an basis. It is your duty to address their grievances and problems. Be
essential role in effective communication. It is essential for available to them and let them express themselves.
managers to express their thoughts in a positive way. Remember 10. Know when to communicate. Avoid calling your team members at
shouting at team members and quarrelling with them lead to no late evenings or early mornings. They would never pay attention to
solution; instead make the situation all the more worse. your communication and the message gets diluted. Prefer not to
2. People generally like to communicate with someone who is nicely interact with them during lunch hours unless there is an emergency.
dressed and presentable. No employee would ever like to
communicate with a shabbily dressed manager. Be an idol for your
team members. It is really important for managers to dress well for
What is communication etiquette?
co workers to look up to them.
3. Take care of your facial expressions and gestures. A smile on your Communication etiquette refers to the accepted ways of
face will attract employees and they would readily come to you to communicating with others in the workplace. Good communication
discuss their problems. etiquette includes behavior and strategies that can help you relay
4. Be Honest, pass on information to your team members in its correct information clearly while maintaining positive relationships with
form. Playing with information and data tampering lead to your supervisors, colleagues and clients.
ineffective communication. Communicate directly with your team
members rather than appointing middle men.
5. Speak Relevant, the choice of words is really very important in
verbal communication. Do not use slangs and abusive words in your
speech. Loose talks must be avoided at the workplace. The importance of good communication etiquette
6. Be Focussed. Know what you intend to communicate. Managers
must prepare their speech well in advance before addressing their Effective communication within a workplace is a vital aspect of
team members. Do not communicate just for the sake of efficient business operations. Proper communication can ensure that
communicating. Deviating from the topic only confuses recipients. employees interpret the meaning of your message as intended. The
Managers must ensure their team members are able to understand resulting decrease in misunderstandings can contribute to stronger
them well. workplace relationships and more productive interactions. It can also
7. Be Confident. You must believe in yourself for others to believe label you as an effective communicator, suggesting that you possess
you. Learn to stick to your words. It is really important for effective leadership qualities and potentially leading to greater professional
managerial communication. Never be low on self belief. opportunities in the future.
8. The pitch and the tone need to be taken care of. Do not be too loud
or too soft. A manager must know how to keep a control on his
anger. Stay calm and composed. Do not overreact.
Tips for following communication etiquette :-
9. As a good manager, you ought to be impartial towards all your team
members. Giving special attention to one of your team members just Maintain Reasonable Eye-Contact
because he is your friend is something which is not at all expected
out of a good manager. As a manager you are responsible for all
your team members and you need to interact with them on a regular
• Focus on the person you are talking to, don‘t look at your phone or • Keep it professional, depending on the setting and gear your talking
watch. The person is expecting your complete attention, your actions points to respond to the flow of the conversation. People don‘t
speak way louder than words. generally want to be put into uncomfortable positions or face awkward
talking encounters. Overall, know your place and know your crowd.
Let Them Talk
Ask Questions
• Listen to what the other person is saying and refrain from interrupting
or completing their sentences for them. Simply listen and then respond • Effective communication involves reciprocal open-ended questions as
after they‘ve finished speaking. a way to gain understanding, promote new ideas, resolve any confusion,
and maintain collaboration.
Repeat What Was Said
Keep Yourself Updated
• Show the other person that you are listening attentively and
understand what they are saying. For example, ―so what your saying • Be honest and responsive when communicating. Take ownership of
is…‖. This will show the other person that you are truly trying to your work and responsibility in your actions as well. Try to stay
understand them. informed and if there is ever a delay- simply talk about it or ask for
assistance.
Be Concise
Be Upfront
• Be mindful and respectful of others‘ time. Try to keep your message
to the point, simple and specific. Try not to go off into random tangents. • Use your voice (respectfully) and let others know what you think.
Offer your insight, experiences, suggestions, and also be willing to
Express Yourself Kindly listen and expand on ideas.
• Don‘t be scared to voice your concerns or opinions. But always be
polite and openminded to the differing viewpoints others may express.

Think it Through

• Choose the right delivery method in communicating. Decide on the

most appropriate medium for your message whether that is a text Unit – II
message, an email, or a face to face conversation.
BUSINESS LETTER
Avoid Touchy Topics
What comes to your mind when you hear the term ‗business letters‘?

Let us guess!
The entire concept of business letters might seem completely ancient to
you.

You might wonder if people even send those white envelopes with
fancy letterheads anymore.

Or if it‘s just an outdated concept, replaced by emails and messages.

Truth be told, in the business world, printed letters are a valuable and
significant part of every communication strategy.

According to a study, an office worker receives an average of 121

emails per day.

This means that your letter has more chances of being read when it‘s Business letters demonstrate a level of professionalism and class,
delivered via your mailbox instead of your inbox. however, writing them becomes a tedious task when you are unfamiliar
with the concept.
Whether you need to tell a potential client about your product,
collaborate with another company, convince someone to attend your What information should you include, and how formal does it have to
event, or give a thank you note – a well-written business letter can be?
stand out.
Is there a limit to the number of paragraphs you can write?

How to address someone and how to close your note?

What is a Business Letter? (Definition)
If you don‘t have the answers to these questions, you are in the right
A business letter is a professional, formal letter that is sent by one place.
company to another. These letters can be used for professional
correspondence between business clients, employees, stakeholders as We have put together a guide so that you can master the art of writing
well as individuals. business letters.

Whether you need to tell a potential client about your product, But, before that, let‘s have a quick look at different types of business
collaborate with another company, convince someone to attend your letters you might need to write at some point in your life.
event, or give a thank you note – a well-written business letter can
stand out.
Kinds Or Types of Business Letters

1. Cover Letters
First up, a cover letter is a one-page document that candidates submit This letter is a way to formally express your disappointment formally.
along with their resumes. It takes the employer on a guided journey of You can report a bad experience, poor customer service, or let a
their greatest career & life achievements. company know that their products didn‘t meet your expectations.

No matter if you‘re a student or an experienced professional, a cover The key to this letter is that it shouldn‘t sound like you are nagging, but
letter is an important document to show your skills, experience, and also shouldn‘t lose its importance if you want to be taken seriously.
why you‘re fit for the position you are applying for.
Tips:
Tips:
 Don‘t get too emotional or over-the-top angry. Just state the
 Don‘t try to fit your whole career in your cover letter. It should facts.
have a carefully curated collection of stories.  Be cordial and professional. Let them know the entire story and
 Don‘t state a skill that you don‘t actually have. You‘ll definitely how‘d you like them to rectify their mistakes.
regret it when you‘re asked to use that skill in the interview.
 Keep it concise and to the point. The employer does not have 4. Letter of Resignation
time to sit down and read an entire memoir.
A letter of resignation is a document that notifies your employer that
2. Business Invites you‘re leaving your job. Whether you work at a coffee shop or a big-
shot company, it‘s proper protocol to submit a letter of resignation
These letters are a formal way to reach out to a company or an before you leave.
individual and invite them to attend an event hosted by your company.
Also, if you have an urge to send an incendiary letter of resignation,
As business events tend to be formal, an invitation letter is most likely don‘t give in! You might cross paths with these people again.
to be formal as well. But, if you are organizing a casual event, it should
be reflected in your invite and tone. Tips:

Tips:  Keep it simple, stick to the facts, and don‘t start complaining.
Resignation letters are not the right place for complaints &
 Write the letter in such a way that it builds anticipation about the critiques.
event.  Thank your boss and/or the company for the opportunities and
 Clearly mention the date, time, and venue. describe some of the key things you learned on the job.
 Set a friendly follow-up to remind them of the event.  If you‘re in a high-profile position, consider your words super
carefully because your letter would likely be made public.
3. Complaint Letter

5. Order Letters
Also known as ―purchase orders‖, these letters are used to order things
or buy material. They act as a legal record, documenting the transaction
between the buyer and seller.

These letters are generally written by one business to another business

to make an order or to modify it.

Tips:

 Be concise and clear to avoid any misunderstanding or

confusion.
 Include everything the seller would need to deliver the order and
get the payment.
 Provide contact information for future conversations or follow-
up.
Before
hiring an employee, many employers ask for such kinds of letters. It
tells why the person the letter is about is a good person to hire and
6. Letter of Recommendation describes their strengths & abilities.
These letters intend to recommend someone for an internship, job, Tips:
fellowship, or other such opportunities.
 Be honest and don‘t agree to write a letter to someone you don‘t
know.
 Use specific examples to highlight the person‘s strengths, skills,
and abilities.
 Include why you believe the candidate would excel in the role.

Many times, people overlook the importance of writing persuasive

business letters because the concept just doesn‘t interest them. As a
result of which, people don‘t know how to write a business letter.

Well, if you‘re in the same boat, we‘ve got your back.

Writing a clear and concise business letter isn‘t a big deal, as long as
you follow the established rules for layout and language.
Let’s learn how to craft a polished, professional business letter because Business Letter Etiquette and Tone
we know that you don’t want to get the format wrong and look sloppy &
unprofessional! If you‘re used to writing more informal correspondence, it‘s a good idea
to refresh your memory about the required sections (e.g., salutation) and
tone (professional) of a business letter before composing your own.

The layout of a business letter is important. Structure your letter in the Salutation
right way, and it will be easy to read and professional. This will help
you get your message across and make a good impression on your It is still standard to use the recipient‘s title (Mr., Mrs., Ms., Dr.,
colleagues. Professor, Judge) before their last names in the salutation of formal
business correspondence (example: ―Dear Mr. Smith‖). The word
Learn how to format your business letter on the page, including what to ―Dear‖ should always precede the recipient‘s name; don‘t simply use
include in your letter, how to format each paragraph, and which font, their name by itself as you might do in casual correspondence.
salutation, and closing to choose. Also, review quick tips on spelling,
grammar, and tone to perfect your letter. By the same token, avoid beginning business correspondence with
openings like ―Hello,‖ ―Hi,‖ or ―Good morning.‖ Business letters
Letter Font and Spacing should always begin with ―Dear [recipient‘s title and name].‖ The
exception is if you use the salutation ―To Whom It May Concern‖ when
 Properly space the layout of the business letters you write, you do not know the name of the recipient.
with space between the heading, the greeting, each paragraph,
the closing, and your signature. Closing
 Single-space your letter and leave a space between each
paragraph. When sending typed letters, leave two spaces before Your closing needs to err on the side of the conservative. Acceptable
and after your written signature. closings to use include: ―Sincerely,‖ ―Sincerely yours,‖ ―Best regards,‖
 Left-justify your letter, so that your contact information, the ―Regards,‖ ―Thank you,‖ ―Thank you for your consideration,‖
date, the letter, and your signature are all aligned to the left. ―Respectfully,‖ and ―Very respectfully‖ (this is often abbreviated
 Use a plain font like Arial, Times New Roman, Courier New, ―V/R‖ in military business correspondence).
Calibri, or Verdana. Make sure that the font size you use is large
enough that your reader won‘t need to reach for their glasses— Do not use casual closings like: ―Later,‖ ―Cheers,‖ ―Cordially,‖
the standard font size for these fonts is 10-point or 12-point. ―Thanks!,‖ ―TTYL,‖ or ―Warmly.‖

If you are submitting your business letter to a very conservative Word Choice and Grammar
organization, it is best to use the traditional Times New Roman 12-
point font. Do not, under any circumstances, use casual fonts like Although your word choice for business letters should not be too stilted,
Comic Sans or handwriting fonts like Lucida on business flowery, or ornate, you should also avoid using slang,
correspondence. abbreviations/acronyms, emojis, or text-speak. Don‘t use the sentence
fragments that are commonly used when texting. Instead, use complete
sentences and watch out for comma splices (where two complete Body of Letter
sentences are joined by a comma). Proofread carefully for spelling The first paragraph of your business letter should introduce why you are
errors and grammatical mistakes. writing.

Sending a Hard Copy Letter Then, in the following paragraphs provide more information and details
about your request.
If you are drafting a hard copy of your formal business letter as opposed
to an email, the paper you use should be a standard white bond paper of The final paragraph should reiterate the reason you are writing and
a decent weight. thank the reader for reviewing your request.

Don‘t use the sort of colorful or flamboyant stationery that might be Closing
used in marketing ―junk mail.‖ It‘s fine to include a simple business Respectfully yours,
logo at the top of the paper.
Signature
Business Letter Layout Example Handwritten Signature (for a hard copy letter)

Here's an example of each component of a business letter and how to Typed Signature
format them.

Your Contact Information

Your Name How to Write a Business Letter in 9 Simple Steps? (Format or
Your Address Structure)
Your City, State Zip Code
Your Phone Number Step 1: Sender’s Information
Your Email Address
If you want a reply, you need to understand how to address a business
Date letter properly.

Recipient's Contact Information In this section, you‘ve to write your address, contact number, and email
Name address.
Title
Company Many people include their full name at the top too. However, others
Address think that it‘s unnecessary because you are going to sign the letter with
City, State Zip Code your name anyway.

Want to save some time?

Salutation
Dear Mr./Ms. Last Name:
Well, if your company has a letterhead, you can use that instead of Write the recipient‘s name, their title (Ms./Mrs./Mr./Dr), and their
typing out all the information. address. Make sure you‘re as specific as possible so that it reaches the
right destination.

If you don‘t know the person‘s name, a little research won‘t harm you!
Step 2: Date Call the company or speak to the employees of the company to find out
the name.
Rather than abbreviating with numbers, write the entire date.
Example:
When you‘re writing to American companies, use the American date
format i.e, put the month before the day. Mr. Mike Brown

Example: October 20, 2016 Executive Director

Write the date before the month if you‘re sending a letter in the U.K. or XYZ, Inc.
Australia.
602 Melrose Avenue
Example: 20 October 2016
Los Angeles, California 90038

Tips:
Step 3: Recipient’s Address
 In case you‘re unsure about a woman‘s preference in being
This is the address where your letter will be delivered. addressed, use ‗Ms‘.
 If you think that your recipient uses ‗Dr‘ or has some other title,
use that. (Usually, people don‘t mind being addressed by a
higher title than they actually possess, but they don‘t wanna be
addressed by a lower one.)

Step 4: The Salutation

A salutation isn‘t just a simple greeting, it‘s an indicator of respect. You

can choose the salutation based on how well you know the person and
the context of your letter.
If you know the person you‘re sending the letter to, and you mostly You can write ―I am writing to you regarding…‖ as the opening line.
address them with their first name, it‘s okay to use their first name in
the salutation. (For example, Dear Mike) In the next paragraph, go into the details of your main point.

However, there are exceptions to this case too. In the closing paragraph, briefly summarize your points, restate the
letter‘s purpose and tell your planned course of action.
Let‘s take an example.
Tip: Try to avoid lengthy, meandering sentences and just get straight to
The dean at XYZ college might be your uncle, but if you‘re writing to the point.
him regarding an official matter, it would be best if you use the
salutation ―Dean (Last Name)” or ―Dr. (Last Name)‖ because there‘s a Step 6: Closing
chance that other people handle his letters and emails.
Here, you‘ll mention that the recipient can contact you or your team if
If you don‘t know someone, always use the personal title and their last he has any concerns or questions. You can also thank him or her for
name. reading the letter.
If you are not sure of someone‘s gender, you can use their full name. Make sure that the closing isn‘t more than two sentences long!
(For example, Dear Taylor Brown)
For instance, you can write:
If you don‘t know specifically whom you‘re sending the letter to, use
―to whom it may concern.‖  Kindly email me at (your email) to schedule a meeting. Thank
you!
Whatever the situation is, make sure that you end the salutation with a  If you have any queries, don’t hesitate to call me at (your
colon. (Not a comma!) contact number).
Step 5: The Body
Step 7: Complimentary Closing
This is the most important part of your letter. The body should contain a
This is a short remark that marks the end of your letter. You‘ve got a lot
few (mostly three) concise paragraphs, each with a clear purpose.
of options here but choose the one that reflects the formality of your
If you want your reader to get the best possible impression, keep your relationship.
message crystal-clear.
Recommended formal closings include ―Yours Truly‖ or
In the opening paragraph, introduce yourself and clarify the point of ―Respectfully‖ or ―Sincerely‖.
your letter. You can also mention mutual connections here, in case the
If your letter is less formal, you can write ―All the best‖ or ―Thank you‖
recipient doesn‘t know who you are.
or ―Regards‖ or ―Best‖.
Not sure how to start?
Regardless of what you choose, add a comma to the end of it.
Step 8: Signature 2.1 Different Types of Business Letters:
Business Letters are different according to the
Below the complimentary close, sign the letter. purpose of that letter. This difference arises in the
Make sure that you skip at least four lines so that there‘s enough room format, language and tone.
for your signature. After that, type out the name that has to be signed. 1) Sales Letters
2) Letters of Complaint
You can include your job title below your full name too.
3) Letters of Enquires
Here’s the format: 4) Reply to Enquiry
5) Letters to Customer
Your signature
6) Interdepartmental Letters
Typed full name 7) Circulars
8) Collection Letters
Title 9) Claim Letters/Adjustment Letters
Step 9: Enclosures (If applicable) 10) Thanks Giving or Felicitation Letters
11) Letter to External Agencies
If you plan to send anything along with your business letter, you can 12) Letters to the Press
indicate this simply by writing Enclosures after the signature. 13) Correspondence with the Government
14) Job Applications
Consider it the print version of ―please find attached‖ for emails. 15) Resume
If you have included many documents, make a list that tells the
recipient what he needs to look for in the envelope. Business Letter Format and Example

For example: There are many different types of business letters you might use in your
professional career. From cover letters to letters of recommendation,
Enclosures (5): 2 Brochures & 3 Flyers drafting a clean, readable business letter can help you communicate
When it comes to a business letter, using the right justification and ideas clearly. There are several steps you can take to make a business
accurate structure isn‘t good enough. letter professional and appropriate for the audience of your letter.

You need to strike the right tone. How To Format A Business Letter

You need to ensure that your recipient understands your letter‘s intent. When formatting your business letter, readability should be your top
priority. From selecting a font style to correcting margins, you should
Let’s uncover the secrets of writing a business letter that stands out!
make sure your letter is clean, clear and highly readable. There are a Gill Sans
few different things to think about when formatting your business letter:
Helvetica

Open Sans
Select a professional font size and style
Roboto
Include sections for all necessary information
Times New Roman
Pay attention to spacing and margins
When selecting a font size, you should consider the smallest size in
Begin and end your letter properly which your document will still be easily readable. You should stay
between 10 and 12 points for your font. Smaller than 10 point fonts will
Let‘s explore each of these formatting instructions in detail. be difficult to read, while fonts larger than 12 points might appear
1. Select a professional font size and style unprofessional.

When deciding on which font to choose for your business letter, you 2. Include sections for all necessary information
should pay attention to cleanliness and readability. While it may seem When designing the layout for your business letter, you should keep in
tempting to select a stylistic font that personalised the letter, it might be mind all of the necessary information typically included on a
difficult for your audience to read. They should be able to get the professional document. Typically, a business letter includes the
information they need from your letter as quickly as possible. following information at the top:
Here are a few examples of popular fonts used in professional Your contact information (Name, job title, company, address, phone
documents: number, email)
Arial The date
Avenir Recipient‘s contact information (Name, job title, company, company
Calibri address)

Corbel This information is followed by a salutation and then the body,

followed by your close and signature. When drafting your business
Garamond letter, be sure to include all appropriate information.

Georgia 3. Pay attention to spacing and margins

Spacing plays an important role in making your business letter appear Let's start by defining what a business inquiry is. An inquiry is a
readable and professional. Be sure to put spaces between the elements request for information. A business inquiry is a formal request for
at the top of your letter (your contact information, the date and their information from an organization. Some of the reasons you may want to
contact information) followed by another space to begin your letter. send a business inquiry email include: Asking for a catalog, pricing, or
information on a product.
In the body paragraphs, your letter should be single-spaced to create a
clean yet readable document. You should include a space between each Introduction:
paragraph and before and after your closing. It is best practice to align
your entire letter to the left side of the page as opposed to centred or In the present competitive market condition, a tradershould carefully
aligned right. This makes it easy to follow for the audience. watch the market trends for their goods.Then only he can obtain proper
supplier for their goodswithout any interruption. It is advisable for them
to have abird‘s eye view of the present present market trends.
EventhoughEventhoughnewspapers, market reports and price list
Typically, a professional document has one-inch margins. It is provide manyvaluable information, they are not sufficient and
appropriate for margins to be a bit larger than usual (up to one and a hencemany enquiries have to be sent. Hence, enquiry letters areof
quarter inch) for business letters. paramount important to all business concern.
4. Begin and end your letter properly Meaning of Enquiry
As you start your letter, you should address the recipient appropriately. Making enquiry is the first stage for the buyer to get the necessary
If you do not know the recipient, it is appropriate to include a general information to enable him to place an order for the goods required.
greeting like ―To Whom it May Concern‖ or addressing them by their
job title such as ―Dear Director of Finance.‖ If you know the recipient‘s Occasions For Enquiry Letter
name but have never formally met them or have only briefly met, you
should include a more proper greeting like, ―Dear Mr. (Last Name)‖ or Traders usually send letters of enquiry in the following situations:
―Dear Ms. (Last Name)‖. If you have a deeper relationship with the When the goods required by them is of a kind,which they do
recipient, feel free to greet them with their first name as you would not regularly regularly buy and thereforethereforetheydo not know the
address them in person. current prices.
Select a brief, appropriate closing as you end your letter like When they want to ensure that the presentsuppliers are
―Sincerely,‖ ―Respectfully‖ or ―All the best‖ followed by your first and
supplying at competitive rates.
last name and job title. You should include a space between the close
and your name. When they want to discover better sources ofsupply.

Enquiry
 When they want to tap new lines of business. (i) Solicited Letter of Enquiry

Classification of Enquiry Letter The solicited inquiries are written in response toadvertisements
and general offers made by thesellers sellers. Drafting Drafting this type
Enquiry letters may originate on the writer‘s own of letter should beverybrief and usually one or two sentences just state
initiative or as a response to appeals and offers made by the whatis wanted in definite manner. It is also appropriate tomention the
sellers. It can be classified as follows: medium in which the advertisement ismade.
1. Enquiries asking for a favour (ii) Unsolicited Letter of Enquiry
2. Enquiries containing sales possibilities This type of letter is written by prospective buyerson their own
(i) Solicited Enquiries initiative to different firms to get moreparticulars about the quality,
price and other terms ofsale. This type of letter is more complex and
(ii) Unsolicited Enquiries much moredetailed detailed. It should contain contain the following
following points;  A clear statement of the information desired, i.e.
1. Enquiries Asking For a FavourThis type of letters contains
what iswanted?, who want it?, why it is wanted?.  A tabulation of
requests for thefavour of information with no immediatepossibilities for
questions or a reference to an enclosedquestionnaire. This is preferable
placing an order. Example, apromoter of a company may write
when the enquiry islengthy  A expression of appreciation.
suppliers toenquire about certain goods not for buying them.Like
students students may require require the business business Some Hints For Writing Enquiry Letter
detailsdetailsforreference in his research work. The points should be
remember while drafting thesetypes of letters are; It should be The letter of enquiry will vary with the productconcerned. It calls for
courteous,compact and at the same time should be confidentand careful specifications, clearparticulars etc. the following hints are highly
definite. useful todraft enquiry letter;

2. Enquiries Containing Sales PossibilitiesThis should be  Exact type of goods (Description (Description of goods)
written by prospective buyersrequesting for such particulars as may be
necessaryto make up their mind to buy specific goods. Theenquiries are  Probable quantities that may be needed
motivated to place orders on the basisof the information information  Purpose and time of requirement
provided provided by the sellers sellers. Theenquiries containing sales
possibilities are of twotypes:  Literature and catalogue

(i) Solicited letter of enquiry

(ii) Unsolicited letter of enquiry

  Other matters – it may include, will ask the seller to statethe Introduction : Writing replies also have greater care and skillon the
definite policy of his firm regarding credit, offer ofdiscounts, mode and part of the writer. He should fully take noteofeach item in the enquiry.
time of delivery and terms ofpayment. The letter should be asprecise and clear as the enquiry itself.

Opening and Closing of Enquiry Letter Instruction for Dealing with Enquiries

1.Opening Sentences: Few instructions regarding enquiries are;

 We should be glad to receive details of your prices. Answer all enquiries the same day they are received.

 We should be obliged if you would inform us of the terms on Answer his enquiry in terms of the advantage of our product
which you are prepared to supply. to him.

 We should be grateful for… Don‘t make him wait for information while you refer him to
local representatives or branch officers.
 We should appreciate details of …
Allow a reasonable amount of time for an order or a reply to
 As we are now interested in purchasing… come in and then follow it up with another letter.
 We should welcome information… Kinds of Replies
Opening and Closing of Enquiry Letter Replies to enquiries are of three kinds;
2.Closing Sentences: A letter answering the enquiry and referring to the catalogue
of samples sent.
we look forward to placing further orders with youand trust
that you will make every effort to satisfyour requirements. A letter containing a quotation within itself.
We hope to give you further business and feel surethat you A letter enclosing a quotation on a separate sheet or a separate
will make every effort to satisfy us. form.
We await the favour of an early reply. Hints on Drafting Replies to Enquiries
We request your prompt attention to our enquiry.  Commence your reply by referring to the number if any, and
the dateof the letter of enquiry and thank the writer for his letter.
REPLIES TO ENQUIRY
Thenproceed to answer clearly and concisely.
  Don‘t forget to mention; It is an effective tool for selection. It is two-way communication
between interviewer and interviewee, wherein the former seeks
1. mode of payment information, by way of questions and the latter provides the same,
through his/her verbal responses. However, the information flows in
2. Place and time of delivery both directions. In this way, the hirer learns about the applicant and the
applicant also get a chance to know about the employer.
3. Method of transport

4. Charges on account of sales tax, octrai, freight andinsurance Types of Interview

etc.
The various types of interview are explained hereunder:
 If you send a price list or catalogue in a separate cover,
mention thatfact in your reply.

 If you are not in a position to supply the article asked for but
havesubstitute, you may offer substitute with fact and confidence.

 Close the reply by assuring the enquiries that you have been
glad to beof service to him and are willing to supply him.

UNIT - III

Interview

Definition: Interview refers to a formal, in-depth conversation between 1. Structured Interview: The interview in which preset standardised
two or more persons, wherein the exchange of information takes place, questions are used by the interviewer, which are asked to all the
with a view of checking a candidate‘s acceptability for the job. candidates. It is also known as a patterned or guided interview.
2. Unstructured Interview: The unstructured interview is one that does
Objectives of Interview not follow any formal rules and procedures. The discussion is free-
flowing, and questions are made up during the interview.
 To evaluate the applicant‘s suitability.
3. Mixed Interview: It is a combination of structured and unstructured
 To gain additional information from the candidate. interview, wherein a blend of predetermined and spontaneous questions
 To provide general information about the company to the applicant. are asked by the interviewer to the job seeker. It follows a realistic
approach which allows the employer to make a comparison between
 To create a good image of the company, among applicants.
answers and get in-depth insights too.
4. Behavioural Interview: It is concerned with a problem or a The participants establish a momentary relationship with each other. It
hypothetical situation, given to the candidate with an expectation that starts and ends at particular points. The interview renders a transitory
he/she would solve. It aims at revealing the job seeker‘s ability to solve experience for them.
the problem presented.
5. Stress Interview: The employer commonly uses stress interview for 3) Objective-Oriented :
those jobs which are more stress-prone. A number of harsh, rapid-fire
questions are put to the interviewee with intent to upset him. It seeks to Interview cannot be said as a simple, informal exchange of ideas, rather
know, how the applicant will respond to pressure. it is an interaction carried-out with particular objective, i.e. to acquire
the data related to a particular field of study.
6. One to one Interview: The most common interview type, in which
there are only two participants – the interviewer (usually the 4) Verbal Communication :
representative of the company) and interviewee, taking part in the face
to face discussion, in order to transfer information. In the method of interview, questions are asked verbally in order to
7. Panel Interview: Panel interview is one, in which there is a panel of draw verbal responses.
interviewers, i.e. two or more interviewers, but limited to 15. All the
members of the panel are different representatives of the company. 5) Applicable In Group :
8. Telephonic Interview: Telephonic interview is one that is conducted Though usually the interview is carried-out between two people, but it
over the telephone. It is the most economical and less time consuming, is not mandatory. There is a possibility to carry interviews with a group
which focuses on asking and answering questions.
of people like family members, a class of students or a cluster of
9. Video Interview: An interview, in which a video conference is being customers, as per the requirement of research objective.
employed, to judge or evaluate the candidate. Due to its flexibility,
rapidity and inexpensiveness, it is used increasingly. 6) Process of Interaction :
Characteristics of Interviews
The process of interaction between the interviewer and interviewee is
highly dependent on the perception about each other. The response of
Following are the features/characteristics of interviews in research : an interviewee is affected by the looks, conduct, body language, voice
modulation of the interviewer, and how powerfully he perceives the
1) Requires Appropriate Introduction :
question along with his own individual desires.
Since the interviewer and interviewee are not familiar with each other,
7) Involves Concurrent Recording :
it becomes essential for the interviewer to give his suitable introduction.
The interviewer has to record the information provided by the
2) Includes Transitory Experience :
interviewee. Along with this. arises the need to check that the recording
of information does not hamper the flow of discussion.
What is Direct Personal Investigation? Suitability for Direct Personal Investigation

Direct Personal Investigation or Personal Interview is a method of Direct Personal Investigation is suitable in the following cases:
collecting primary data through which the investigator contacts the
1. When the area of investigation is limited.
informant directly to collect data by conducting on-the-spot enquiry.
2. When detailed information has to be collected.
He/she goes to the field personally, contacts the respondents, and
3. When a maximum degree of accuracy is required.
convinces them to give the information required for the investigation.
4. When the nature of enquiry is confidential.
This method provides the interviewer or investigator with an
5. When importance is given to originality.
opportunity to explain the study and answer the queries of the
Direct Personal Investigation satisfactory results to the investigator if
respondents. The investigator can also ask the respondent to expand
the scope of the enquiry is narrow, and he/she is fully dependable and
the answers that are particularly essential for the investigation.
unbiased.
Besides, the visual reactions of the respondents can also provide
supplementary information to the interviewer.
Merits of Direct Personal Investigation

Various advantages of Direct Personal Investigation are as follows:

For example, Body Shop wishes to conduct a statistical enquiry

regarding the body shower gel used by people of Delhi NCR. For this,
the company will select some investigators, who will approach the
people living in Delhi NCR and collect the essential data. In such
cases, it is essential that the investigator has a keen sense of
observation about the area in which information is to be collected. 1. Originality:
Besides, the investigator must be polite, courteous, tactful, skilful,
The data collected by the investigator using Direct Personal
neutral, and accurate.
Investigation is original in character.
2. Reliable and Accurate:
As the investigator collects the information himself, he can ensure that
the collected data is authentic and reliable. In simple terms, the first-
hand information collected by the investigator is more reliable than 2. Expensive and Time-Consuming:
the information collected through other sources. The Direct Personal Investigation method of collecting primary data is
3. Flexibility: time-consuming and expensive, especially when the field of
investigation is large.
Direct Personal Investigation is a fairly elastic method of collecting
primary data as the investigator can change the nature or way of 3. Trained Personal:
asking the questions according to the respondent he is interviewing. The success of this method depends entirely on the investigator as the
Besides, this method also helps in getting different kinds of information is collected by him only. Therefore, it is essential that the
information as per the need of the situation. investigator is thoroughly trained and unbiased, otherwise, it would be
4. Uniformity: difficult to collect information.
With this method, there is uniformity in the collection of information. 4. Personal Prejudice:
5. Economical: If the investigator collecting the information is prejudiced or biased,
then it will affect the accuracy of the collected information to a large
If the field of investigation is limited, Direct Personal Investigation
extent and can hinder the whole investigation. An unbiased
can help in the collection of information economically.
investigator can easily influence the respondents to get the answers
6. Suitable for all Types of Questions: they require.
This method is beneficial for the investigator as it allows the use of all
questions. He/she can also use open-ended questions and can clarify
any ambiguity in the questions asked.
What are telephone interviews?
7. Other Information:
The last advantage of using the Direct Personal Investigation method
for collecting primary data is that it also helps in collecting some
Telephone interviews, as the name suggests, are a form of
additional information along with the regular information. This
market research carried out over the telephone. Telephone interviews
additional information can be helpful in the future investigation of the
can also be referred to as CATI interviews (Computer Aided Telephone
interviewer.
interviews).

Demerits of Direct Personal Investigation During a telephone interview, the interviewer is guided by a market
research questionnaire and records the answers given by the respondent
Various disadvantages of Direct Personal Investigation are as follows: either through pre-coded lists or by entering verbatim responses.
1. Not Suitable for Wide Areas:
Direct Personal Investigation is not suitable for the investigator when
the area of coverage is considerably wide or when the investigator has
to contact various respondents.
  Questions are properly understood – The interviews are guided by
an interviewer. This ensures that the questions are understood as
intended. The interviewer can clarify any misunderstandings, leading
to higher quality data being collected.
 Large amounts of data from each individual – Telephone
interviews can last up to over an hour. This means that you can gather
a lot of data from each respondent.
 Provides the opportunity to dig deeper – Telephone interviews
provide the chance to dig deeper into any interesting points
mentioned by the respondent. The interviewer can probe the
respondent to gather more information on a topic.
 Higher response rates – Telephone interviews normally result in
higher response rates as the interviewer can set up appointments with
respondents and chase any warm leads.
Types of telephone interviews
 Improved respondent screening – Telephone interviews provide an
There are three main types of telephone interviews for market research, effective way of screening respondents to ensure you are speaking to
depending on the objectives of the research project: the most appropriate person before beginning the interview. The
interviewer speaks to the respondent directly, so you know who you
 Structured telephone interviews – are usually shorter and consist of have spoken to. This is not the case in online research where you
closed questions. Used to gather quantitative data. cannot always know exactly who has answered the survey.
 Semi-structured telephone interviews – consist of a mixture of  Flexibility – Different types of questions can be used in a telephone
closed and open questions to gather quantitative and qualitative data. questionnaire. A discussion guide can be used to guide a conversation
instead of a questionnaire being used as a script, allowing for more
 In-depth telephone interviews – consist of mainly open-ended
flexibility during the interview.
questions to gather qualitative data. These interviews are longer in
length and a discussion guide of topics is often used instead of a  Often the only way to reach b2b audiences – In b2b research,
structured questionnaire. telephone interviews are often the best way to collect data from hard
to reach respondents. Many roles and industries are poorly
Telephone interviews work best when you want to include several
represented on online panels, so telephone interviews are the only
open-ended questions in a questionnaire to gather qualitative data.
way to reach them.
What are the benefits of telephone interviews?

There are a number of benefits to conducting telephone interviews over

other research methods:
 sends back appropriate feedback/reply using a medium/channel.
Well, communication has been defined as the act of giving, receiving
SENDER MESSAGE RECEIVER or exchanging information, ideas and opinions so that the
„message‰ is completely understood by both parties. Look at
Figure
CHANNEL 1.1 below. The illustration shows clearly that in a communication
process, there must be a sender who speaks or sends a message, and a
receiver who listens or receives the message.

CONTEXT

(Encoder of the message)

(Decoder of the message)

CODE

The cycle gives the process of communication. It would be observed

that the entire event takes place within a common frame of reference,
also called as communication environment. The source refers to the
point of origin of a message which is encoded by the sender and
transmitted through the channel to the receiver. The receipt of the
message exercises an impact in communication environment leading to
some result. The observance of the result by the sender is called
‗feedback‘. During feedback the direction of the communication
Group Discussion is one of an essential form of oral communication process is reversed. When providing feedback, the original receiver
.The word communication has been derived from the Greek word goes through the same process as did the original sender with the same
―communicare‖ or ―communico‖ which means ―to share‖. factors influencing the receiver. The receiver may use the same channel
Communication is a process of exchanging information, ideas, / a different channel for feedback. Thus, the success of communication
thoughts, feelings and emotions through speech, signals, writing, or is measured in terms of not only the effective transmission of the
behavior. In communication process, a sender (encoder) encodes a message but also the achievement of the intended result.
message and then using a medium/channel sends it to the receiver
Communication may be broadly defined as the process of meaningful
(decoder) who decodes the message and after processing information,
 interaction among human beings. More specifically, it is the process by
which meanings are perceived and understandings are reached among
6. Code: Code is the language selected to give the message. The first or
human beings. – D.E. McFarland. Communication is thus a network of
interactions and naturally the sender and the receiver keep on changing the second language.
their roles.

1. Sender: The process of communication starts with a sender, the 7. Feedback. This is the last part of communication process. After
person who has an idea and wants to convey it to the receiver. In other receiving the message, the receiverreacts or responds to the sender.
words, we can say that the person with ideas to share is called sender. The response can be based on the perfect understanding of the
2. Receiver: The receiver is the decoder of the message, who tries to
message or it can be based on the misunderstanding or
understand and interpret the message sent. He then gives feedback to misinterpretation of the message. This reply from receiver to sender is
the original sender, who in turn interprets the feedback. called feedback. Feedback has its own importance as the success or
failure of communication is decided by feedback only.

GROUP DISCUSSION
3. Message: Message is the content that sender wants to convey. It is an
important part of communication. The thought,idea, emotion or
anything that the sender wants to convey is called message. Definition:

* Group discussion is one of the forms of Oral Communication.

An effective communication is a vital key to a successful group
4. Channel: The way or the medium of sending the message is called discussion. Remember you are not the only one speaking in the
channel. Medium or channel can be oral, written or it can be non- group discussion; there are other participants as well who are vying
verbal. for the limelight. You might get only a single chance, and you just
can‘t afford to miss the opportunity to create that first impression,
and as they say first impression is the last impression. An individual
5. Context: Generally, context can be defined as the environment in might have complete knowledge about the topic assigned to his
which the communication takes place weather formal (meeting, group, might be well aware of what is happening around him, but if
seminar, lecture, ) or informal (party, shopping, restaurant, movie he can‘t effectively communicate his ideas to others, he will fail to
theatre, train etc ) and which helps define the communication.The create his mark. The way an individual communicates his ideas has
relationship between the source and receiver may also help define to be very impressive for him to live up to the expectations of the
much of the meaning of the communication. deciding authorities.
* Group discussion is an important activity in academic, business and * Initiating:
administrative spheres. It is a systematic and purposeful interactive
oral process. Here the exchange of ideas, thoughts and feelings take * This is the very first stage of any Discussion. One is required to take
place through oral communication. the initiative to start the discussion. Start the discussion with your
brief introduction and then introduce the topic and give your ideas
Importance of group discussion: regarding the topic. Then pass the topic to the other participants for
their contribution.
As a student, it helps you to train yourself to discuss and argue about
the topic given, it helps you to express your views on serious * If the discussion is being initiated professionally or by a teacher,
subjects and in formal situations. It improves your thinking, listening breaking students up into small groups for discussion would be
and speaking skills. It also promotes your confidence level. helpful in enabling the more shy students to try out their voices. So
to speak in a smaller, safer setting also helps the students to get to
It is an effective tool in problem solving, decision making and know each other and consequently improves the overall group
personality assessment. GD skills may ensure academic success, dynamics.
popularity and good admission or job offer. Thus it is important to
be able to take part in a GD effectively and confidently. Participants * By initiating a GD you not only seize an opportunity but also grab
everybody's attention.
should know how to speak with confidence, how to exhibit leadership
skills and how to make the group achieve the goals. * Arguing:

* It helps in understanding subject more deeply and improves ability * This stage makes the body of the discussion. This is the stage where
to think critically. The greater your knowledge of the subject is the participants raise their points of agreement or disagreement. It is
more enthusiastic and confident you will be during the discussion. necessary that one should first of all understand the topic clearly and
then gives their points of argument. You should remain firm on your
* It helps participants gain confidence by being vocal about their
thoughts and opinions. point of argument but should not attack on another's person
perspective or behave aggressively. For establishing a comfortable
atmosphere for augmenting, it is necessary to use affirm, active and
*It improves listening skills and gives a chance to listen to other's
point of view. moderate body language. This stage goes hand-in-hand with
moderating stage.
* It improves the non-verbal skills of the participants and develops the
leadership skills.
* Moderating:
* Stages in Group Discussion:
* This is the stage where participants give support to their arguments.
This stage allows the free-flow of discussion. Here participants have
 the liberty to ask questions to each other. But it should be kept in It follows, therefore, that there is no single set of rules that apply to all
mind that invitational rather than inquisitorial questions should be presentations. There are, however, some things that every presentation
asked. Give support to your argument on the basis of you researched opportunity has in common. These include:
data and hypothesis collected. Try to contribute updated, recent,  You will present better if you have prepared effectively. This does
meaningful, and unique idea to the discussion rather than repeating NOT necessarily mean that you have written out your speech verbatim
something obvious. and rehearsed it until you know it off by heart—although that might
work for some people. It does, however, mean that you have to be
confident that you are saying the right thing, in the right way, to the
* Concluding: right people.

* This is the last stage of any communication whether oral or written.  You need to be clear about your audience and your message. Every
Here all the points discussed in the discussion are presented in a presentation will be better if you have clearly considered the message
nutshell. So keep the conclusion of the discussion concise and avoid that you want or need to convey, and how best to convey it to your
audience. These two pieces of information drive your style, structure,
raising any new point at this stage. Try to take initiative to conclude
content, and use of visual aids.
the discussion because concluding a discussion is the last chance to
enhance one's image infront of other members.  You must never overrun your allocated time. In other words, don‘t
outstay your welcome. Almost every speech or presentation is better if
Presentation Skills it is shorter. Nobody minds going for coffee early or finishing before
they expected to do so. Everybody minds being held up.
Presenting information clearly and effectively is a key skill in getting
your message across. Today, presentation skills are required in almost  Generally speaking, your audience starts on your side. As a rule,
every field, and most of us are required to give presentations on your audience is there (more or less) voluntarily. They have chosen to
occasions. While some people take this in their stride, others find it listen to you, and they want to enjoy your presentation. The occasion is
much more challenging. yours to lose.

It is, however, possible to improve your presentation skills with a bit of Defining body language in business communications
work. This section of SkillsYouNeed is designed to help.
Sometimes, actions do speak louder than words.
These can all be considered presentations.
If you‘re wondering why body language is vital in business
They do not, however, all require the same approach. You would not, communications, the first thing you‘ll need to know is how body
for example, use PowerPoint to thank a colleague who was leaving. It language contributes to any conversation.
would be unusual (though it has been done) to use it in a speech at a
wedding. However, a conference audience would be somewhat Body language is essentially a supplementary concept that works
surprised NOT to see slides projected onto a screen. alongside the verbal aspects of your communication strategy to create a
 nuanced message. When it comes to body language for business, there Just look at Richard Branson of Virgin Media. He shows confidence
are many functions for non-verbal actions. For instance, body language wherever he goes with plenty of open body language and big smiles.
can be:  Assertiveness: Assertiveness is a crucial part of body language
in business communications. Whether you‘re selling to consumers or
 A substitution: Sometimes, body language can replace verbal trying to prove the value of a new business strategy to shareholders,
communication. For example, if you‘re in a conversation with a it‘s important to be assertive.
stakeholder who just won‘t stop talking, you can‘t just tell them to be  Interest: Communication works best when everyone involved is
quiet. However, you can glance at your watch, or step back to interested in what the other person is saying. Showing an active
indicate that you need to go. interest in every conversation indicates professionalism, which is
 Regulatory: Body language with employees or consumers can ideal for building better consumer and employer brands.
regulate a conversation. For instance, in a group meeting, various  Intelligence: Body language methods can even make people
non-verbal cues indicate when one person can start speaking after seem more intelligent. Nodding along and showing comprehension
someone else finishes. with complex topics, or schooling your face not to show confusion
 A way to accentuate speech: Sometimes, body language in business during a complicated situation can be an essential way to ―save face‖
can accentuate or enhance your verbal communication. For instance, in business communications.
you might point at a subject you‘re discussing.
 Repetitive: Body language in business communications can also be
used to repeat and therefore draw extra focus to an idea. For example,
if you‘re reminding your employees to use the sign-in sheet when
they come into the office, you can point to the sheet, or pick it up.

Why body language is important in business communications

Body language in business and in personal communication is proven to

have a significant impact on the way that we perceive others. The body
language you use with your consumers, stakeholders and employees can
even form a part of your brand communication strategy and alter your
business identity.

When it comes to using body language for business, here are some of
the most critical characteristics that companies can convey through
UNIT – IV
individual non-verbal cues:

 Confidence: Throughout history, entrepreneurs and business What Is a Report?

leaders project confidence in the way that they hold themselves.
 Reports come in all sizes, but are typically longer than a page and
somewhat shorter than a book. The type of report depends on its
function. The function of the report is its essential purpose, often
indicated in the thesis or purpose statement. The function will also
influence the types of visual content or visual aids, representing words,
numbers, and their relationships to the central purpose in graphic,
representational ways that are easy for the reader to understand. The
function may also contribute to parameters like report length (page or
word count) or word choice and readability. ―Focusing on the content of
your longer business documents is not only natural but necessary
because doing so helps ensure complete, correct information‖ (Bovee,
C., and Thill, J., 2010).

Reports vary by function, and they also vary by style and tradition.
Within your organization, there may be employer-specific expectations
Choose a type of report by its function, and display the information in a that need to be addressed to meet audience expectations. This chapter
vivid way that is easily understood. discusses reports in general terms, focusing on common elements and
points of distinction, but reference to similar documents where you
work or additional examination of specific sample reports may serve
Reports are documents designed to record and convey information to you well as you prepare your own report.
the reader. Reports are part of any business or organization; from credit
reports to police reports, they serve to document specific information
for specific audiences, goals, or functions. The type of report is often Informational or Analytical Report?
identified by its primary purpose or function, as in an accident report, a
laboratory report, a sales report, or even a book report. Reports are There are two main categories for reports, regardless of their specific
often analytical, or involve the rational analysis of information. function or type. An informational report informs or instructs and
Sometimes they simply ―report the facts‖ with no analysis at all, but presents details of events, activities, individuals, or conditions without
still need to communicate the information in a clear and concise format. analysis. An example of this type of ―just the facts‖ report is a police
Other reports summarize past events, present current data, and forecast accident report. The report will note the time, date, place, contributing
future trends. While a report may have conclusions, propositions, or factors like weather, and identification information for the drivers
even a call to action, the demonstration of the analysis is the primary involved in an automobile accident. It does not establish fault or include
function. A sales report, for example, is not designed to make an judgmental statements. You should not see ―Driver was falling down
individual sale. It is, however, supposed to report sales to date, and may drunk‖ in a police accident report. Instead, you would see ―Driver failed
forecast future sales based on previous trends. This chapter is designed sobriety tests and breathalyzer test and was transported to the station for
to introduce you to the basics of report writing. a blood sample.‖ The police officer is not a trained medical doctor and
is therefore not licensed to make definitive diagnoses, but can collect
Types of Reports and present relevant information that may contribute to that diagnosis.
The second type of report is called an analytical report. An analytical
report presents information with a comprehensive analysis to solve
problems, demonstrate relationships, or make recommendations. An Type Function
example of this report may be a field report by a Center for Disease
Control (CDC) physician from the site of an outbreak of the H1N1
virus, noting symptoms, disease progression, steps taken to arrest the Report branch offices, industrial and manufacturing plants
spread of the disease, and to make recommendations on the treatment
and quarantine of subjects.

Table 9.3 ―Types of Reports and Their Functions‖ includes common 4. Progress Monitor and control production, sales, shipping,
reports that, depending on the audience needs, may be informational or Report service, or related business process
analytical.

Table 9.3 Types of Reports and Their Functions 5. Technical Communication process and product from a
Report technical perspective
Type Function

6. Financial Communication status and trends from a finance

Report perspective
1. Laboratory Communicate the procedures and results of
Report laboratory activities

Represent, analyze, and present lessons learned

7. Case Study
from a specific case or example
Study problems scientifically by developing
2. Research
hypotheses, collecting data, analyzing data, and
Report
indicating findings or conclusions
8. Needs
Assessment Assess the need for a service or product
Report
Describe one-time events, such as trips,
3. Field Study
conferences, seminars, as well as reports from
Type Function Type Function

9. Comparative 14. Decision Make recommendations to management and

Discuss competing products or services with an
Advantage Report become tools to solve problems and make decisions
analysis of relative advantages and disadvantages
Report

15. Benchmark Establish criteria and evaluate alternatives by

Analyze problems and predict whether current Report measuring against the establish benchmark criteria
10. Feasibility
solutions or alternatives will be practical,
Study
advisable, or produced the desired outcome(s)

Report or record data obtained from an

16. Examination
examination of an item or conditions, including
Report
11. Instruction Communicate step-by-step instructions on the use accidents and natural disasters
Manuals of a product or service

17. Physical
Describe the physical characteristics of a machine,
Document and indicate the extent to which a Description
12. Compliance a device, or object
product or service is within established compliance report
Report
parameters or standards

18. Literature Present summaries of the information available on

13. Cost-Benefit Communicate costs and benefits of products or Review a given subject
Analysis Report services.

How Are Reports Organized?

 Reports vary by size, format, and function. You need to be flexible and
adjust to the needs of the audience while respecting customs and
guidelines. Reports are typically organized around six key elements: Page Element Function Example

1. Whom the report is about and/or prepared for

2. What was done, what problems were addressed, and the results,
including conclusions and/or recommendations Like the
cover of a
3. Where the subject studied occurred book,
4. When the subject studied occurred sometimes
a picture,
5. Why the report was written (function), including under what authority,
1. Cover Title and image image, or
for what reason, or by whose request
logo is
6. How the subject operated, functioned, or was used featured to
introduce
Pay attention to these essential elements when you consider your the topic to
stakeholders, or those who have an interest in the report. That may the reader.
include the person(s) the report is about, whom it is for, and the larger
audience of the business, organization, or industry. Ask yourself who
the key decision makers are who will read your report, who the experts
or technicians will be, and how executives and workers may interpret Feasibility Study of Oil
your words and images. While there is no universal format for a report, This page
2. Title Fly Title only Recovery from the X
there is a common order to the information. Each element supports the is optional.
Tarpit Sands Location
main purpose or function in its own way, playing an important role in
the representation and transmission of information.

Label, report,
Table 9.4 Ten Common Elements of a Report features title, Feasibility Study of Oil
author, Recovery from the X
3. Title affiliation, date, Tarpit Sands Location
Page Element Function Example Page and sometimes Peak Oilman, X Energy
for whom the Corporation Prepared
report was for X
prepared
Page Element Function Example Page Element Function Example

of extraction and
A list of the main  Abstract……1 separation, including a
parts of the report comprehensive
4. Table of  Introduction……2 cost/benefits analysis,
and their
Contents  Background……3 with specific
respective page
numbers recommendations.

 Background: History of
oil extraction and
 Informational separation from tarpit
abstract: Key elements of sands.
highlight topic, body include:
methods, data,  Methodology: Specific
This report presents the
and results current status of the X analysis of the site
 Background
tarpit sands, the study based on accepted
 Descriptive  Methodology research methods.
5. Abstract abstract: (All of of oil recoverability, 7. Body
the above without and the findings of the  Results  Results: Data from the
statements of study with specific feasibility study.
 Analysis and
conclusion or recommendations.
Recommendation  Analysis and
recommendations s Recommendations:
) Analysis of the data
and recommendations
based on that analysis.
Oil sands
recovery processes
include ways to extract
and separate the
6. Introduces the Page Element Function Example
bitumen from the
Introduction topic of the report
clay, sand, and water
that make up the
tar sands. This study
analyzes the feasibility 8. Concise This portion clearly
 9. Figures, tables, and art are easily understood without text support

Page Element Function Example 10. Words are easy to read (font, arrangement, organization)
11. Results are clear and concise
12. Recommendations are reasonable and well-supported
Conclusion presentation of indicates the main results
findings and their relation to 13. Report represents your best effort
recommended action or 14. Report speaks for itself without your clarification or explanation
outcome.
Agenda Writing
An agenda, also called a docket or a schedule, is a list of activities in
the order they are to be taken up, from the beginning till the
9. Bibliography or This part contains a list of adjournment. An agenda helps in preparing for a meeting by providing
References Works Cited citations. a list of items and a clear set of topics, objectives, and time frames that
are needed to be discussed upon.
Format of an Agenda
Related This may include maps, An Agenda normally includes the following elements −
10.
supporting analysis of soil samples,
Appendix  Meeting Agenda Title − at the top; preferably center-aligned
materials and field reports.
 Meeting Information − Description of the purpose
 Objective − description of Agenda
 Date − for maintaining records of correspondence
 Location − the place of meeting
Here is a checklist for ensuring that a report fulfills its goals.  Time − the actual time of commencement of the meeting
 Meeting Type − brainstorming or Discussion or Assessment
1. Report considers the audience‘s needs  Time of Arrival − time to begin the meeting
2. Format follows function of report  Time of Adjournment − time the meeting ends
 Attendees − Number of people present, with their names
3. Format reflects institutional norms and expectations
 Preparation for Meeting −
4. Information is accurate, complete, and documented o Please Read − instructions to be followed
5. Information is easy to read o Please bring − things supposed to be carried that day
o Action Items −
6. Terms are clearly defined Due
Last Action Responsible Authority
7. Figures, tables, and art support written content Date
8. Figures, tables, and art are clear and correctly labeled
 Due A résumé is a document that summarizes your education, skills, talents,
New Action Responsible Authority employment history, and experiences in a clear and concise format for
Date
potential employers. The résumé serves three distinct purposes that
o Other notes − other instruction or information to be define its format, design, and presentation:
taken down.
1. To represent your professional information in writing
Minutes Of Meeting 2. To demonstrate the relationship between your professional information
Also known as protocol or note, minutes are the live written and the problem or challenge the potential employer hopes to solve or
record of a meeting. They include the list of attendees, issues raised, address, often represented in the form of a job description or duties
related responses, and final decisions taken to address the issues. Their
3. To get you an interview by clearly demonstrating you meet the
purpose is to record what actions have been assigned to whom, along
minimum qualifications and have the professional background help the
with the achievements and the deadlines.
organization meet its goals
Format of Minutes of Meeting
An online profile page is similar to a résumé in that it represents you,
A minutes of meeting normally includes the following elements − your background and qualifications, and adds participation to the
 Name of the company − to the top-left of the page. publication. People network, link, and connect in new ways via online
 Date − to the top-right of the page. profiles or professional sites like LinkedIn. In many ways, your online
 Topic − after two return keys; Center-aligned. profile is an online version of your résumé with connections and friends
 Attendees − Name and designation (2 columns of a table). on public display. Your MySpace and Facebook pages are also often
Format of Minutes of Meeting accessible to the public, so never post anything you wouldn‘t want your
employer (current or future) to read, see, or hear. This chapter covers a
A minutes of meeting normally includes the following elements −
traditional résumé, as well as the more popular scannable features, but
 Name of the company − to the top-left of the page. the elements and tips could equally apply to your online profile.
 Date − to the top-right of the page.
 Topic − after two return keys; Center-aligned.
Main Parts of a Résumé
 Attendees − Name and designation (2 columns of a table).
 Absentees − name, roles, reasons for absenteeism. (3 columns)
 Agenda at hand − topic to be discussed. Regardless of the format, employers have expectations for your résumé.
 Issues raised − along with the names of the speakers. They expect it to be clear, accurate, and up to date (Bennett, S. A.,
 Suggestions − made along with the names of the speakers. 2005). This document represents you in your absence, and you want it
 Decision − the outcome of the meeting. to do the best job possible. You don‘t want to be represented by
 Task List − task allotted and the respective allottee. spelling or grammatical errors, as they may raise questions about your
 Future Meetings − the date and topic of the next meeting. education and attention to detail. Someone reading your résumé with
errors will only wonder what kind of work you might produce that will
Resume Writing poorly reflect on their company. There is going to be enough
competition that you don‘t want to provide an easy excuse to toss your
résumé at the start of the process. Do your best work the first time.

Résumés have several basic elements that employers look for, including
your contact information, objective or goal, education and work
experience, and so on. Each résumé format may organize the
information in distinct ways based on the overall design strategy, but all
information should be clear, concise, and accurate (Simons, W., and
Curtis, R., 2004).

Contact Information

This section is often located at the top of the document. The first
element of the contact information is your name. You should use your
full, legal name even if you go by your middle name or use a nickname.
There will plenty of time later to clarify what you prefer to be called,
but all your application documents, including those that relate to
payroll, your social security number, drug screenings, background Objective
checks, fingerprint records, transcripts, certificates or degrees, should
feature your legal name. Other necessary information includes your This is one part of your résumé that is relatively simple to customize for
address, phone number(s), and e-mail address. If you maintain two an individual application. Your objective should reflect the audience‘s
addresses (e.g., a campus and a residential address), make it clear where need to quickly understand how you will help the organization achieve
you can be contacted by indicating the primary address. For business its goals.
purposes, do not use an unprofessional e-mail address like
sexiluvr93@hotmale.com or tutifruti@yafoo.com. Create a new e-mail
account if needed with an address suitable for professional use.

Sample Contact Information

Sample Objective
 demonstrated or acquired. You may choose to use active, descriptive
sentences or bullet lists, but be consistent. Emphasize responsibilities
that involved budgets, teamwork, supervision, and customer service
when applying for positions in business and industry, but don‘t let
emphasis become exaggeration. This document represents you in your
absence, and if information is false, at a minimum you could lose your
job.
Education

You need to list your education in reverse chronological order, with Sample Work Experience
your most recent degree first. List the school, degree, and grade point
average (GPA). If there is a difference between the GPA in your major
courses and your overall GPA, you may want to list them separately to
demonstrate your success in your chosen field. You may also want to
highlight relevant coursework that directly relate to the position.

Sample Education Field

Work Experience Table 9.5 Types of Résumés

List in reverse chronological order your employment history, including

the positions, companies, locations, dates, duties and skills
Type Function Advantage Disadvantage Type Function Advantage Disadvantage

Reverse A targeted Custom

chronological résumé is a documents take
Points out to
résumés (also Demonstrates a It may be difficult custom additional time,
1. Reverse the reader how
called reverse consistent work to highlight skills document that preparation,
Chronological your
time order) history and experience. specifically analysis of the
4. Targeted qualifications
focus on work highlights the job
and experience
history. experience and announcement,
clearly match
skills that are and may not fit
the job duties
relevant to the the established
job. guidelines.
Functional It is often
Demonstrates
résumés (also associated with
skills that can
called people who have
2. Functional clearly link to
competency- gaps in their A scannable
job functions or
based résumés) employment résumé is Increasingly
duties
focus on skills. history. specifically used to
formatted to be facilitate search Scanners may not
5. Scannable read by a and retrieval, read the résumé
scanner and and to reduce correctly.
converted to physical storage
A combination Highlights the
digital costs
résumé lists skills you have
information.
your skills and that are relevant Some employers
3. experience first, to the job and prefer a reverse
Combination then provides a chronological
employment reverse order.
history and chronological You may choose to include references at the end of your résumé,
education. work history though ―references upon request‖ is common. You may also be tempted
to extend your résumé to more than one page, but don‘t exceed that
limit unless the additional page will feature specific, relevant
information that represents several years of work that directly relates to
the position. The person reading your résumé may be sifting through Make It Easy to Read
many applicants and will not spend time reading extra pages. Use the
one-page format to put your best foot forward, remembering that you
You need to make sure your résumé is easy to read by a computer,
may never get a second chance to make a good first impression.
including a character recognition program. That means no italics,
underlining, shading, boxes, or lines. Choose a sans serif (without serif,
Maximize Scannable Résumé Content or decorative end) font like Arial or Tahoma that won‘t be misread.
Simple, clear fonts that demonstrate no points at which letters may
appear to overlap will increase the probability of the computer getting it
Use Key Words
right the first time. In order for the computer to do this, you have to
consider your audience—a computer program that will not be able to
Just as there are common search terms, and common words in relation interpret your unusual font or odd word choice. A font size of eleven or
to each position, job description, or description of duties, your twelve is easier to read for most people, and while the computer doesn‘t
scannable résumé needs to mirror these common terms. Use of care about font size, the smaller your font, the more likely the computer
nonstandard terms may not stand out, and your indication of ―managed is to make the error of combining adjacent letters.
employees‖ may not get the same attention as the word ―supervision‖ or
―management.‖
Printing, Packaging and Delivery

Follow Directions
Use a laser printer to get crisp letter formation. Inkjet printers can have
some ―bleed‖ between characters that may make them overlap, and
If a job description uses specific terms, refers to computer programs, therefore be misunderstood. Folds can make it hard to scan your
skills, or previous experience, make sure you incorporate that language document. E-mail your résumé as an attachment if possible, but if a
in your scannable résumé. You know that when given a class paper version is required, don‘t fold it. Use a clean, white piece of paper
assignment, you are expected to follow directions; similarly, the with black ink; colors will only confuse the computer. Deliver the
employer is looking for specific skills and experience. By mirroring the document in a nine-by-twelve-inch envelope, stiffened with a sheet of
employer‘s language and submitting your application documents in cardstock (heavy paper or cardboard) to help prevent damage to the
accord with their instructions, you convey a spirit of cooperation and an document.
understanding of how to follow instructions.

Insert a Key Word Section

Sample Format for Chronological Résumé
Consider a brief section that lists common words associated with the
position as a skills summary: customer service, business
communication, sales, or terms and acronyms common to the business
or industry.
Sample Format for Functional Résumé
Sample Format for Scannable Résumé
 Note the use of only lower case (small) alphabets email in IDs.
Unit – V
Every time the user wants to send messages or check the incoming
Modern forms of Communication – Fax, Email and
mail, he can reach his ID by typing a password which makes the mail
Videoconferencing!
account private. However, once you have submitted to the mechanism
The technological advances of the past few decades have made it
of email you do not know who might read this ―private‖ information far
possible to transmit printed messages, pictures and even live
away. As such email does not guarantee 100% secrecy.
performances to all comers of the world with speed.
Advantages:
With a single touch, you can send communications to a number of
destinations. Not only large business houses but even medium and (a) Email is by far the cheapest and fastest means of sending printed
small ones use them in their day-to-day working. Among such means
are fax, internet/email and videoconferencing. information (verbal as well as non-verbal). At one click of the button,

Internet and e-mail: hundreds of pages of information can be sent to hundreds of email

Internet is an international computer network that links computers from addresses worldwide (to be noted by receivers upon checking the

sectors such as government agencies, business houses, educational incoming mail or inbox).

institutions and individuals. It receives information, stores it and allows

(b) No paper is required. Messages can be created directly on the
it to be read on satisfying certain conditions.
computer, and added on from different computer files, CDs, floppies,

Internet Service Providers (ISPs) allow one to create the e-mail ID free, etc.

hoping to recover the cost through the ads to which the user is exposed
(c) This facility is now available in many regional languages of India.
during the use of email. A typical email address
reads abcdef@xyz.com. Some other ISPs are bsnl, yahoo, hotmail, and

Gmail.
(d) It is informal and allows the sender to remain anonymous (since he (j) Email can enable an ongoing electronic conference. People across

can use any name as his email ID. For instance J.K. Singh can use the world can ―meet‖ on internet and confer on a topic of common
udankhatola as his email name). interest.

(e) Organizations and publishing houses take cognizance of messages (k) The receiver need not respond at once as on the telephone but can

coming via email. Newspapers and magazines print letters that come take his time. Emailing helps to avoid a direct interface.

via email.
(l) In an organisation, a subordinate may quickly and directly reach a

(f) As long as you carry your password with you, you can open your superior on email. Email makes an organisation more democratic (as

email account on any computer in the world which has this facility. You individuals have more chance of being heard by the proper person even

remain unencumbered even with a mobile handset. You can just enter if he is several levels higher).

an internet cafe, pay the rent and use the email. Email is extraordinarily
Disadvantage:
portable.
(i) Email, because of the potential anonymity, remains an informal
channel of communication.
(g) You can have an address book in your email account, record the
incoming mails, and edit them and so on.
(ii) Excess use and flooding of unwanted messages (especially from

advertisers) is a major drawback of this system. Unless one takes care

(h) When you reply to an email message, the sender‘s message is
automatically sent back to him for ready reference. to block unwanted ads, one finds one‘s inbox full of offers which

maybe doubtful and insincere. Wading through chunks of email is one

(i) As human need and imagination guide, more innovations are of the biggest problems for those who depend on email for their
possible. communication needs.
(iii) One may not be private while using the computer for emailing. To (6) You should not use all capitals in writing a message as this looks
that extent the secrecy is lost. awkward and rude.

(iv) In case the receiver is unable to open his email account as soon as a (7) When responding to a message, only the essential part of it may be
message is received, the message cannot work for him. quoted and the rest deleted.

Guidelines for the use of email: (8) You may create the message in a different programme (such as
Email is a new and peculiar means of communication, bringing in WordPad or notepad) and transfer it to your email.
its own conventions:
(1) Your email message may be read by more persons than intended. So (9) If you proofread on the computer screen, be extra careful.

you have to take care. BestPodcastsonCorporateCommunications

(2) At email message must have all the elements of good composition The podcast landscape in 2020 is as almost broad and diverse as the
internet itself. The possibilities of modern communications technology
such as brevity, clarity, courtesy. have given a platform to a wide variety of voices.

Not all of them are equally relevant, eloquent, or even coherent, but if
(3) You may use the spell-check mechanism of the computer to ensure you filter out the noise you will find precious little gems of knowledge
and information in any field of human interest. Of course, it would be
correct spelling.
unfair to talk about podcasts as vehicles of internal
communication without highlighting those ones that, in our humble
(4) The email format on the computer provides for sending and opinion, do a great job of discussing subjects within and close to
spheres of our interest in a smart and often illuminating manner.
mentioning cc (carbon copy) and subject line. These may be written for
the receiver‘s convenience.

(5) If a single email contains messages for various sections of an

organisation, they may be separated at the composing stage.
 Importance of ICT in business

Information and communication technology (ICT) has become a

vital part of modern business operations. With the increasing amount of
data being generated, businesses need ICT tools to help collect, store,
and analyze this data. This has led to the development of sophisticated
software and hardware solutions that enable businesses to manage their
operations more efficiently. From inventory management to customer
relationship management, ICT has become an integral part of every
aspect of a business.

Without these technologies, businesses would face major disruptions, as

seen in scenarios where Google or news channels experience downtime.
Additionally, ICT plays a critical role in e-commerce, location
For the purposes of this article, we will focus on podcasts that often flexibility for employees, and analyzing business performance.
touch upon the intersection of management and communication that
makes up a large part of modern business. From thought leaders and
industry veterans to everyday workers, newbies, and wannabes, these In short, ICT has revolutionized the way businesses operate, enabling
are the voices that decipher and articulate the issues of a contemporary them to become more efficient, productive, and competitive in the
workplace in thoughtful, insightful, and interesting ways. Of course, global market.
this is only a small selection from a very broad range of podcasts, so
feel free to explore further - you may find bits and pieces of wisdom to
instill into your own work.
What is information and communication technology?

Information and Communication Technology (ICT) refers to the use of

Information and communication technology (ICT) have become the digital technologies to process, store, and exchange information. It
backbone of businesses nowadays. Can you imagine a world where includes tools and applications such as computers, smartphones,
emails, video conferencing, and document sharing don't exist? It's hard internet, social media, email, and software.
to imagine a modern business functioning without these essential
technologies. With ICT, businesses can collect, store, and analyze data Information and communication technology (ICT) is the
more efficiently, which in turn helps them make informed decisions. combination of hardware, software, and communication technologies
And let's not forget about communication technologies that enable used to process, store, retrieve, transmit, and manipulate data, often in
companies to coordinate with employees and clients worldwide the context of business, education, healthcare, and other sectors.
Some examples of ICTs are intranet, extranet, website, mobile apps, e- 7. Cloud technologies: Cloud servers let businesses store their
commerce websites, software robots, servers, cloud technologies, data on the server of another company. If a company is using
digital communication apps, and technology to facilitate work from cloud service, then they don‘t have to invest a huge amount of
home. Let's introduce them one by one. money in setting up their server.
8. Digital communication apps: Many businesses use mobile
Types of ICT used in business applications to communicate internally. There are some apps
like Slack or Google Workspace that help communication while
Types of information and communication technology used in business: working remotely feasible.
1. Intranet: A network used by employees of a business to 9. Technologies to facilitate home working: Nowadays many
communicate privately is called an intranet. Intranet is used to businesses have adopted a work-from-home policy. There are
share ‗inside‘ information on the company that the company technologies such as the Microsoft Office suite where people
does not want to go public. This may include training videos, can work simultaneously on a single project. Zoom calls have
employee information, or plans of the company. also smoothened communication for larger groups of
2. Extranet: Also a private network. Along with employees, other employees.
stakeholders like suppliers and wholesalers can also access the
extranet of the company. Using the extranet, suppliers can Role of information and communication technology in business
communicate with employees about stocks or dealers can order
the required quantity of goods. Now that we are aware of some of the ICT technologies, let us see how
3. Website: Websites are now the ‗storefronts‘ of a business. A it has impacted businesses in recent times. The role of ICT in business
commonly repeated factoid is that there are as many websites as is to provide tools and systems that enable efficient communication,
the number of people in the world. The website lets the business data management, analysis, and decision-making processes, as well as
talk to its customers directly and receive feedback. to enhance productivity, customer engagement, and competitive
4. E-commerce website: Along with using a website for advantage. ICT can support various aspects of businesses like the
communication, businesses use their websites to sell their location of employees, collecting, storing, and analyzing information, e-
products. The buying or selling of goods using the internet is commerce, and digital communication.
called e-commerce.
5. Software robots: Chatbots are the most widely used software Location of employees
robots. Do you remember surfing on a random website when a
pop-up comes up asking you if you need any help finding As per the statistics published by the Office of National Statistics in the
particular information? If you go ahead and reply, you UK, the proportion of adults who worked from home in 2020 increased
communicate with a ‗software robot‘ that helps you navigate to 37% on average from 27% in 2019. Many businesses ran completely
better. Software robots are special software created to work as a remotely, without their employees reporting to work for the entire
virtual workforce. period of the pandemic. Even without a pandemic, many businesses
6. Servers: Servers are computers or programs that help client have overseas units. Some businesses have production factories, call
computers with the required information. Servers usually are centres, or administrative departments overseas. Many businesses
ultrafast processing computers with a large storage capacity. frequently outsource work abroad.
Many software technologies help employees around the world Data analysis is to find out the correlation between data to make
communicate effortlessly. Services like Microsoft teams or Slack conclusions that will help decision making. This could be a simple
provide a solution for informal communication and aid discussions, decision such as which flavour of Coca-Cola customers prefer in South
while Zoom calling provides a platform for large teams to London. If the answer is Diet Coke, then it does not make sense to fill
communicate. Of course, there is an option of emails for formal all shelves with Cherry Coke.
communication.
E-commerce

The impact of ICT is so strong on businesses that now many businesses Amazon, Uber eats, eBay, Facebook Marketplace, and Aliexpress are a
are replacing employees with technology. If you visit any McDonald's, few examples of e-commerce companies.
you can place an order using their kiosk. In supermarkets, you have
self-checkout counters. All these are examples of the impacts of ICT on The buying and selling of goods that occur using the internet is called e-
employees. commerce.
The e-commerce that happens using mobile devices is called m-
Collecting, storing, and analyzing information
commerce.
Customers enjoy using e-commerce and m-commerce for many
Data collection and analysis is probably the most important function
reasons: they can search for products and order and return them from
businesses are now concentrating on. Proper data analysis can identify
the comfort of their homes. E-commerce provides access to thousands
trends and customer behaviour that in turn can help businesses decide
of products that would be impossible in a physical location.
on their strategies.

Many clothing businesses have already established their e-commerce

Different companies collect data differently, on different things. For
websites. E-commerce helps businesses capture new markets. Going
example, Tesco collects data like frequently bought items, average
online helps stores save huge costs of inventory and utilities. But they
money spent per order, what groceries are selling fast, etc.
have to bear the cost of website management and setting up supply
chains to cover more areas.
Another mode for data collection is feedback forms. You may have
given feedback about how you liked the service after talking to a Digital communication
customer service agent. The data collected will help businesses not only
access their employee but also to improve their business processes. Email, texts, webchats, videoconferencing, communication apps, and
social media are all examples of digital communication. Some of the
known names include Gmail, WhatsApp, Messenger, Zoom, Google
Hangouts, Facebook, Instagram, and LinkedIn.
After collecting the data, the business has to store it properly so that
businesses can analyze it. Companies can invest in their servers to store
data or use cloud services provided by Amazon or Google.
The communication where information is transmitted between two 4. Overcome cultural barriers: Technology does not differentiate
computers electronically is called digital communication. between users based on religion, race, or gender. Technology
Because of digital communication, businesses can communicate with also helps people understand different views and opinions.
potential customers (through websites), or stakeholders (intranet and
extranets). Disadvantages of ICT

1. Lack of security: Even though IT provides better security than

Many businesses use social media platforms to communicate with their traditional ways, it is still susceptible to external attacks like
customers. Twitter, Instagram, and Facebook are much-used by hacking or software viruses.
businesses to make announcements or collect feedback, or simply for 2. Unemployment: Many information and communication
marketing purposes. technologies are replacing human employees. It is making many
jobs such as customer support redundant. For instance, recent
driverless car technology may replace all taxi drivers in the
future.
Advantages and disadvantages of ICT in business
3. The initial cost of implementation and maintenance: It may
cost a lot to implement and maintain a secure and user-friendly
ICT has helped businesses work efficiently and develop fast - but there website. Also, businesses have to comply with new laws and
are some drawbacks along with the benefits. regulations that are introduced.
4. No human touch: Working from home has increased mental
Advantages of ICT health concerns within individuals. Many businesses worry
about their employees lacking human interaction. When it
1. Fast communication: emails are quick, but chat on platforms comes to chatbots, many customers wish to talk to a real person
like WhatsApp are quicker. ICT lets businesses communicate who can understand and solve problems faster rather than the
anywhere on the globe within a fraction of a second. software.
2. Cost-effectiveness: working from home simply saves money ICT is highly important for businesses to survive, compete, and grow.
and time. Efficient technologies reduce the time required to ICT has an impact on every part of the business from production,
complete the task. For example, a tractor will plow better and supply chains, marketing and sales, and business communication. There
faster as compared to the old way of using various practical are many advantages of ICT like cost-effectiveness, efficiency, and
tools. security. But if not implemented properly, ICT can be disastrous to
3. Better information security: private data can be better businesses because of disadvantages such the high initial cost of
protected by ICT in comparison to paper files. Sensitive implementation, unemployment, lack of human touch, and cyber
information can be protected using a high level of encryption. attacks.
This tool can also save customers from fraudsters and identity
thieves.

Information and communication technology examples in business

Examples of communication technology used in business include email,
instant messaging, video conferencing, virtual phone systems, and  An extranet is also a private network. Along with employees,
social media platforms. Here are some examples:
other stakeholders like suppliers and wholesalers can access the
 Amazon uses Amazon Chime, a communication tool that allows extranet of the company.
for online meetings, video conferencing, and chat messaging
between employees, as well as email and phone communication.
 Slack is a software company that uses its own communication  Software robots are special software created to work as a virtual
tool, Slack, for internal communication between employees, as workforce.
well as for communication with clients and partners. Slack
allows for real-time messaging, file sharing, and video calls.
 Walmart uses Workplace by Facebook, a collaboration tool that  Cloud servers let businesses store their data on the server of
allows for real-time messaging, video calls, and group
communication. another company.

 The buying and selling of goods that occurs using the internet
Information and Communication Technology in Business - Key
are called e-commerce.
takeaways
 E-commerce that happens using mobile devices is called m-

 Information and Communication Technology (ICT) refers to the commerce.

use of digital technologies to process, store, and exchange

 Communication, where information is transmitted between two
information.
computers electronically, is called digital communication.

 ICT includes tools and applications such as computers,

 The benefits of ICT are fast communication, cost-effectiveness,
smartphones, internet, social media, email.
better information security, and no cultural barriers.

 A network used by employees of a business to communicate

 ICT also has disadvantages including the high initial cost of
privately is called an intranet.
implementation, unemployment, no human touch, and cyber
attacks.
The Influence of Social Media on Business Communications  do market research and reduce marketing costs
 increase revenue by building customer networks and advertising
Social media has become a vital part of our lives in today‘s digital age.  develop your brand
With the rise of social networking sites such as Facebook, Twitter, and  exchange ideas to improve the way you do business
Instagram, businesses have had to adapt their business communications  recruit skilled staff, for example through job networking sites
strategies to stay competitive in the digital marketplace. These like LinkedIn
communication media platforms have enabled businesses to engage with  increase traffic to your website and improve its search engine
customers more directly and quickly than ever before. ranking
 keep an eye on your competitors.
It also allows them to build relationships with potential customers,
promote their products or services, and broadcast important Disadvantages of social media
announcements to their target audience.
Social media may not suit every business. If you launch your social
About social media media presence without planning, you could end up wasting valuable
time and money.
Social media is online communication that allows you to interact with
your customers and share information in real time. You can use social Disadvantages of social media include:
media to:
 needing additional resources to manage your online presence
 reach your customers better  social media is immediate and needs active daily monitoring
 create online networks  you may get unwanted or inappropriate behaviour on your social
 sell and promote your products and services. media site
 the risk of getting negative feedback, information leaks or
However, there is risk in using social media for your business. Tread hacking
carefully and learn both the pros and cons before you start.  the risk of having false or misleading claims made on your
Benefits of social media for business social media (by your business or a customer). These claims can
be subject to consumer law. For example, if a customer or fan
Social media can help you engage with your customers and find out posts misleading or deceptive information, particularly about
what people are saying about your business. You can also use social competitor products or services, you might receive a fine.
media for advertising, promotional giveaways and mobile applications.
Professional Net Working Services
Social media can help your business to:

 attract customers, get customer feedback and build customer Most people have heard of networking, many people don't know what it
loyalty
 increase your market reach, including international markets is and how important it can be for their professional careers.
Professional networking is important for people at all stages of their Sports groups or teams composed of professionals

careers, from recent graduates to experienced, executive-level

Conferences and expos
professionals. In this article, we explore what professional networking

is, why you should do it, how it can help your career and several tips to A current job
keep in mind when expanding your professional network.
Social events
What is professional networking?
Online social media sites that are geared towards professionals
Professional networking is when you build relationships with other
The more you network, the more people you can potentially lean on
professionals both in your career field and in other related fields.
when you need a professional favor. This can ultimately benefit you in
Networking allows you to foster relationships with others that are
your career and help you reach your professional goals.
mutually beneficial to the careers of you and those in your network. The

goal of professional networking is typically to be able to ask favors of

There are several people you can include in your professional network.
people in your network and to help them in return. For example, if you
The following are suggestions as to who you can include in your
are looking for a new job, you may ask someone in your professional
network:
network to put in a good word for you at their firm.
College professors
You can build a professional network in various places both online and

in person. Common places where people network with others include: If you were particularly close with any of your college professors, you

should include them in your professional network. Any professors you

Networking events
had throughout your college career as well as specific ones who taught
in your field or major can all be members of your network.
College alumni clubs
Previous classmates If you are a member of a professional organization or club, you should

network with others in the organization. Mingling with people outside

You can include former classmates from college in your professional
of your immediate work environment but still within your profession
network. Additionally, if you were part of a sorority or fraternity, you
can provide new perspectives and resources.
can use your brothers or sisters as your network as well.

Family
Friends
Your family is also an important part of your professional network.
While it may seem obvious, some people forget to include their friends
Even if your immediate family isn't in your professional field, you
in their professional network. Let your friends know of your career
should still keep them updated on your goals just in case a relative
aspirations so they can be aware of the goals you want to accomplish in
knows someone who could help you in your career.
case an opportunity arises on their end.

Your professional network can play an important role in various aspects

of your career. The most obvious way is by providing potential leads to

Coworkers a new job. The following are additional benefits of having a

professional network:
Both former and current coworkers should be part of your professional

network. Coworkers have a clear understanding of your professional If you are in a management role and are responsible for hiring new

capabilities, so they can help you outline achievable goals or employees, your network can help you discover a talent you may not

advancements. otherwise connect with.

Members of professional clubs or associations If you are planning to leave your current position or have already left it

and are looking for a new job, your professional network can make the
process easier. The people in your network can pass along any job Focus on reaching out to the right professionals
openings in your field that they know of and prepare you with any
It's important to reach out to and foster relationships with the right
relevant information they have about the company.
professionals for your networking efforts to be beneficial. Focus on

meeting and building relationships with those who are in your career

field or who know a lot about the career you want to pursue. This will
Providing professional advice
help you get the most relevant information and advice.

Another great benefit of having a professional network is the advice

Stay in touch
you get from those in your network. Whether you're making a

presentation or a career switch, the people in your network can often Once you make a new connection, it's important to keep in contact with

add valuable insight that can benefit your professional efforts and goals. them. If you don't regularly communicate with your network, you risk

losing those relationships. The better your relationships are, the more
Finding out about potential clients
likely your network is to help you in a time of need.

If you work in a position that requires you to find new clients and foster

relationships with them, your network could provide you with potential
clients and even set up the introduction in some cases. Help out your contacts

Professional networking tips Your network isn't only there to help you when you need it. It's equally

important that you be available and help out those in your network
The following are a few professional networking tips to keep in mind
when they ask for help or your advice. This shows that you respect your
when expanding and fostering your professional relationships:
 3. Which of the following is not listed amongst the barrier to
contacts and can increase the likelihood that they'll return the favor communication?
a. Physical noise
when you need their help.
b. Physiological noise
c. Psychological noise
Say "thank you" d. Physically challenged
Ans: D
4. What are the types of communication
If someone in your network helps you out in any way, be sure to thank
a. Verbal communication
them. When you do show your thanks, do so in a professional way that b. Nonverbal communication
c. Both a and b
emphasizes how their efforts helped your career. Be sure to show d. None
Ans: C
gratitude even if the favor is small. This can go a long way in
5. Non-verbal communication cannot be avoided.
expressing your respect for your network and showing your a. True
b. False
appreciation of the person. Ans: A
6. What is Jargon?
a. Name of the individual
b. Name of the organization
c. Technical term
Question Bank d. Name of the country
Ans: C
MCQ‘S
7. What does ―Haptic‖ refer to?
1. Communication is sharing of information between two or more a. Communication through touch
persons, with continuous ___ b. Communication through words
a. Efforts c. Communication through letters
b. Feedbacks d. Communication through emails
c. Gestures Ans: A
d. Movements
Ans: B 8. Yellow and Green are associated with negative feelings
a. True
2. Communication can occur in isolation b. False
a. True Ans: B
b. False
Ans: B
9. Which of the following is not part of the communication a. Downward communication
classification? b. Upward communication
a. Two way face-to-face c. Horizontal communication
b. Multiple but not face-to-face d. None of above
c. Two-way non-face-to-face Ans: B
d. One-way non-face-to-face 15. An advantage of regular downward communication is ___
Ans: B a. It motivates employees
10. Communication between peers is essential for ___ coordination b. It gives promotion to employees
a. Functional c. It creates a climate of transparency
b. Organizational d. It reduces gaps.
c. Managerial Ans: C
d. Statistical 16. Hearing and listening are the same.
Ans: A a. True
11. Shareholders are very important internal stakeholders since they are b. False
the ___ of the company Ans: B
a. Managers 17. The ___ is often interpreted as a lack of understanding or attention.
b. Owners a. Noise
c. Directors b. Silence
d. Union Members
c. Yawning
Ans: B d. Disturbance
12. Communication with shareholders can be done through meetings, Ans: B
letters, and/or advertisements. 18. Close questions may begin with
a. True a. What
b. False b. Why
c. None c. Are
Ans: A d. Where
13. Which of the following is/are part of the flow of communication in Ans: C
an organization? 19. What are thy types of questions?
a. Upward communication a. Open-ended questions
b. Downward communication b. Close-ended questions
c. Horizontal communication c. Both
d. All of above d. None
Ans: D Ans: C
14. ___ communication may be defined as information that flows from
subordinates to superiors
20. Which of the following is not a ―WH‖ question? 26. Readability is determined by
a. How a. Handwriting
b. Why b. Length of word/sentence
c. Whom c. Quality of page
d. Will d. Other factors
Ans: D Ans: B
21. A satisfied customer is the best ___ for any company‘s product 27. ___ will not replace face-to-face meetings completely.
a. Advertisement a. Telephone
b. Message b. Internet
c. Propaganda c. Video conferencing
d. Opportunity d. Teleconferencing
Ans: A Ans: D
22. Writing methodology comprises of how many stages? 28. Telephone communication has the advantage of providing
a. One immediate feedback.
b. Tow a. True
c. Three b. False
d. Four Ans: A
Ans: C 29. Where will you elaborate on the main points in a presentation?
23. Which of the following is not part of speech? a. Introduction
a. Noun b. Body
b. Tense c. Conclusion
c. Verb d. Outline
d. Adverb Ans: B
Ans: B 30. ___ are clear sheets used with an overhead projector to project an
24. It is better to use the word „interrogate‟ rather than ―ask‖ image on the screen
a. True a. Transparencies
b. False b. Flip charts
Ans: B c. Powerpoints
d. Hand-outs
25. Using the passive voice is a technique of ___
Ans: A
a. Emphasis
b. Ordination 31. Meaningful reading or reading with understanding is considered as
c. Subordination ___
d. Grammar a. An active process
Ans: C b. A positive strategy
c. A positive process
d. An active strategy 37. The ___ of the press release must elaborate on the information
Ans: A contained in the introductory paragraph.
a. Introduction
32. Reading is a skill, which has to be acquired through constant ___
b. Conclusion
a. Practicing
c. Outline
b. Experimenting
d. Body
c. Listening
Ans: D
d. Writing
Ans: B 38. Product advertisement is more a public relations activity than a form
of advertising
33. What is identified as ―looking over a textbook quickly, in order to
a. True
get a general or superficial idea or the content‖?
b. False
a. Scanning
Ans: B
b. Extensive reading
c. Skimming 39. Business reports must use ___ nouns
d. Intensive reading a. Concrete
Ans: C b. Abstract
c. Proper
34. While reading for the first time, you must just focus on the main
d. Common
points or ideas and supporting details
Ans: A
a. True
b. False 40. Which of the following is not the type of report?
Ans: A a. Periodic reports
b. Minutes
35. Business letters are used primarily to communicate with ___
c. Proposals
a. External stakeholders
d. Situational reports
b. Internal stakeholders
Ans: B
c. Customers
d. Agents Artificial Intelligence MCQs with Answers
Ans: A 41. The general ___ of a resume is extremely important.
36. Which of the following letters inform the buyer or customer about a. Statement
the action that has been taken? b. Length
a. Claim letters c. Appearance
b. Adjustment letters d. Format
c. Goodwill letters Ans: C
d. Persuasive letters 42. Cover letters can also be used to personalize your qualifications for
Ans: B a specific job.
a. True
b. False 48. Information sharing meetings may take place among co-workers or
Ans: A may also involve top management.
a. True
43. ___ includes the background and purpose of the study
b. False
a. Body
Ans: A
b. Introduction
c. Conclusion 49. The items to be discussed are listed in the ___ order of priority in
d. Statement the agenda.
Ans: B a. Ascending
b. Alphabetical
44. Identify the type of report that was submitted to the government
c. Descending
stating that the company is following the environmental regulations.
d. Chronological
a. Compliance reports
Ans: C
b. Routine management reports
c. Situational reports 50. ___ enables two parties in different locations to see and speak to
d. Policies and procedures each other?
Ans: A a. Telephone
b. Teleconferencing
45. ___ is done purely to communicate the organization‟s name and
c. Messenger chat
logo to the public or consumers
d. Television
a. Institutional advertising
Ans: B
b. Advocacy advertising
c. Corporate identify advertising 51. Communication is the ___ of business
d. Public relations advertising a. Life Blood
Ans: C b. Backbone
c. Mind
46. Instant messaging is a technology initially designed for having ___
d. Hand
at the workplace
Ans: B
a. One too much public chat
b. One-to-one public chat
c. One to one personal chat 5 Marks
d. One to much personal chat
Ans: C 1. What is mean by managerial communication?
47. Which of the following is a type of memo format?
a. Inductive organization 2. Explain the methods of communication.
b. Incremental organization
3. Short notes on communication etiquette.
c. Deductive organization
d. Decremental organization 4. Explain the meaning of business letter.
Ans: C
5. Define business letter. 2. Expalin the barriers of communication.

6. What is mean by layout. 3. Describe the kinds of communications.

7. Short notes on application, offer and acceptance. 4. What are type of business letter.

8. Explain the promotion letter. 5. Explain the development of business letter.

9. Eloborate the enquiry, replies, order. Sales. 6. Grevances of business letter.

10. Whats is mean by circulars. Give a exemples? 7. What is mean by telephonic interview. Give a exemples.

11. What is mean by interviws. 8. Importance of body language.

12. Mention the virtual interviws . 9. Explain the group discussion on business.

13. Explain the charecteristices of agenda 10. What is mean by agenda.

14. Short notes on communication through reports. 11. Short notes on minutes of meeting.

15. Impact of social media in their using in business. 12. Expalin the professional networking sites.

16. Meaning of email.podcasts. Virtual meeting. 13. Write note on a) noise in communication b)status consciousness
14. How does language act as a barrier to communication?
17. Why communication is important to an organization? 15. Explain the different characteristics of a good report.
18. How would you ‗persuade people‘? 16. Explain the features of a good presentation.
19. What is teleconferencing? 17. Draft a suitable reply to a customer who has complained about
20. How is sales letters different from circular letters? the poor service of hard disc supplied by you.
21. Mention any three important characteristics of good report. 18. Explain the functions of collection letters written in a series.
22. State any three points to be considered in drafting a report. 19. Mention any five situations at which circular letters may be sent.
23. What is ‗word stress‘? 20. Draft a sales letter to promote the discount sale in mega mart.
24. How to overcome barriers?
25. State any three characteristics of written communication.
26. Explain listening as a communication too

10 marks

1. What are the priciples of effective communication?