BUSINESS COMMUNICATION

Answer 1

Introduction
There are four characteristics of taking account of client requests when producing corporate
messaging:

1. The "you" approach refers to writing and speaking in terms of your audience's objectives,
goals, aspirations, and preferences rather than your own. Writing with this perspective is
essential for accurate communication because it shows your reader that you are thinking
about their interests, not just your own.

2. Social etiquette does no longer just about know your audience; it also helps to create a
more effective communication environment and eliminates unpleasant visceral reactions.

3. Corporate communication is any planned piece of journalism that provides crucial

information to the target market in a plain, concise, and acceptable manner. Presenters who
are paying attention can tell the difference between presenting bad news and being rude.
They look for ways to sell necessary components while keeping the horrifying truth hidden.

4. Becoming responsive means avoiding prejudiced terminology that unfairly or immorally

categorises or stigmatises people's gender, race, nationality, ageing, or impairments.

Concept and application

Using the you Attitude;

Emphasizing what readers need or want to recognize in expert emails, letters, and reviews is
probable to engender goodwill and result in beneficial results. The "you attitude" in expert
writing refers to imminent a subject from the attitude of the reader ("you") as opposed to our
own ("me")

Examples

 Rather than that: - We will close early on December 14th in order to fulfil our
inventory on schedule. Please go shopping early that day..
 That is what you should write :- On December 14th, we urge you to shop early so
that we can meet your needs before our early closing.

In the first instance, the author is requesting that buyers assist the firm by shopping early.
In the second scenario, the author is encouraging customers to buy early in order to
 acquire the products and customer service they require. While the message is the same in
both circumstances (we're shutting early), the information delivered is not.

The "you attitude" is more than just an issue of pronouns or even politeness. It is profitable.

Maintain standard of Etiquette

The established means of speaking with others in the workplace are referred to as
communication etiquette. Behaviour and methods that might help you transmit information
accurately while keeping great relationships with your bosses, colleagues, and clients are part
of good communication etiquette.

Respecting your audience is only one aspect of good manners. Still, by eliminating negative
sensations and emotions, it tends to create a more effective discourse environment: convey
the facts respectfully and reasonably.

Example

 Rather than that:- Because of your incompetent coding, you've managed to wipe out
the entire website once more - we've been ready for our buyers for two weeks, and
we'll want it now!
 That is what you should write:- Let's have a look at the most recent website
improvements to see how we can improve it. - Our shooting schedule is determined
by component and material delivery times. However, the purchase you promised to
make weeks ago has not yet arrived. Please respond as quickly as possible with a
specific arrival date.

Emphasizing the positive

A method of looking at things is to emphasise the positive. Words, information, structure, and
the layout you select can all be used to generate a favourable impact. You will be required to
convey unfavourable facts at some point throughout your career. Intuitive negotiators, on the
other hand, know the difference between being nasty and presenting horrible statistics.

We avoid unpleasant words by putting positive emphasis on them.

Instead of focusing on constraints, consider what the reader can do.

Give a justification or a benefit to the reader to justify unfavourable information.

Remove the negative if it is unimportant.

Examples

 Rather than that:- You didn’t account for how long it would take me to grade your
paper
 That is what you should write:- There was no allowance for the time is would take
to grade your paper.
Using Bias-free language

Language that is bias-free is sensitive to people's gender, race, age, physical condition, and a
variety of other factors. Because bias-free language does not discriminate, it includes all
readers in an equitable and friendly manner.

 Avoid Sexism

Use gender parallelism: say woman instead of man, lady instead of gentleman, and
girl instead of boy.

Example

 Rather than that: I gave the girl at the main desk my name, which was biased.
 That is what you should write:-Better yet; I introduced myself to the
receptionist.
 Avoiding Racism and Ageism

Only mention a person's race or age if it's important to the plot.

Example

 Rather than that: At the grocery store, an odd Black man spoke to me.
 We should write: At the grocery store, a weird man spoke to me.
 Disability and Disease

Instead than focusing on condition, consider the people,

Example

 Rather than that: on the bus, I came across an epileptic.

 We should write: today on the bus, I met someone with epilepsy.

Conclusion

To summarise, embracing the "you" approach means speaking and writing from the
perspective of your audience's objectives, goals, desires, and choices. It's all about conveying
genuine concern for your viewers' needs and demonstrating genuine passion for them.
You can utilise "you" several times on a single web page without disrespecting your clients
or ignoring their basic problems.
When talking with personnel from the same department or from our company, exercise
utmost caution. Never try to hide bad news; instead, focus on the positive aspects that can
help you connect with your audience more effectively. If you're talking about dangerous
sludge, talking about the dumping of "commercial via-products" in your immediate proximity
could be considered immoral. As a result, the messages are communicated in the right
manner.
Answer 2

Introduction

In business, it is common to have to inquire about people. Companies frequently ask

applicants to give information before awarding contracts, jobs, promotions, or scholarships.
References Companies require applicants to provide a list of references who can attest to their
abilities. Skills, character, and career readiness before you say someone's name, think about
what you're about to say.
Request permission to use as a reference. Some persons may object to their names being
used, for example. Because they don't know enough about you to write a letter or send you an
email
Requests for recommendations and references are common, so you can use the direct way to
structure your inquiry. Open your message by expressing why the recommendation is needed
(if it isn't for a job, explain why) and asking your reader to write the letter. If you haven't
spoken to the individual in a long time, use the opening to jog the reader's recollection of
your relationship, the dates of your association, and any notable events or accomplishments
that can conjure up a positive image of you.

Concept and application

Letter for requesting the recommendation letter for higher studies

A/703, Rashmi Jewels Chs Ltd.

Sarojini Naidu Road, Mumbai-400067
March 15, 2022

Dr Arun Bhushan
KES SHROFF COLLEGE
University of Mumbai
Mumbai-400067

Dear Professor Bhushan,

I hope all is okay with you. I hope you would consider me because I graduated from your
college three years ago and was a stellar student in all disciplines. I'm applying to NMIMS
University for Post-Graduate Management Studies. I'd like to know if you'd be willing to
write a strong letter of recommendation on my behalf. As your student, I had a great time. I
believe you could confidently and successfully attest for all of my strengths and capabilities
throughout our time together as my professor.
For your response, I'd like you to focus on my academic achievements and management
skills. You could say I was the program's team leader on the entrepreneurship mission. I’m
the top scorers of the batch, throughout the course if the degree. I was also chosen by the
student council to teach first-year students, who needed tutoring when I was in second year.
I have represented our college in International conference for Research papers.
I've provided a summary sheet with some of my significant works, including my senior
thesis, to help you remember them. I've also attached my resume, which will update you on
some of my extracurricular achievements. I have also a Mr KES for consecutive for 3 years.
I secured 7 in CGPA grade i.e. “O” grade.
I hope you remember me as one of your best students. In your letter, you have the proper to
be covered in sores and academic standing, and I appreciate that you took the time to pay
attention to my request. The mail should be delivered between the hours of 20-3-22. While
composing the letter, I preserved all of the information you would need. Please contact me if
you need any other information.
Thanks for your precious time and help

Yours sincerely,

___________
LISA

Notes:
A recommendation letter is written evidence that highlights a person's qualities and
endurance in order to help them in their campaign. It can be used to help a man or woman get
entry into an undergraduate programme or a profession. Letters of recommendation are
required on many university applications. You will normally require any person to two of
these statements when enrolling for educational research or, in certain cases, graduate school.
The paper is usually issued by someone who has engaged with them throughout an academic
subject scenario. It gives colleges or corporations a reference's description of an individual's
credentials, which includes abilities, traits, goals, and achievements.

Conclusion

To summarise, i needs a reference letter because she wants to be admitted to an institution for
a similar education. That is why a recommendation letter is required, stressing my skills,
qualities, and the manner in which I completed my study as well as my conduct throughout
my graduate examination at the institution. As a result, a letter of recommendation may be
required for continued use, in addition to papers. That is why I have requested a letter of
recommendation from my professor, who is familiar with how I was as a student there, how I
behaved there, and how I participated in all of the activities related to my problem. My
professor is also an outstanding university examiner. She examines my request for the letter
because he understands the importance of a recommendation letter and remembers me even
three years after graduation because of his first-class student.
Answer 3.a

Introduction

In an ideal world, an organization's operations function smoothly with no errors, faults,

defects, or misunderstandings. Even in the best-managed enterprises, though, dissatisfaction
is unavoidable. Both customers and sellers have been increasingly conscious of the problems
caused by business blunders in recent years. Customers are unhappy and frequently complain
when a product or service fails to fulfil their expectations. Because complaint connotes
irritation, unpleasantness, negativism, and even wrath, their grievances should not be labelled
complaint letters. The use of a word with such negative connotations may lead to a negative
attitude toward customers. Such letters should be referred to as claim letters.

Concept and application

The tone of a letter should be kept at least company moderate, if not company casual, to
maintain the competence of the demand. Furthermore, the proceedings must be written in the
idea that the petition would be submitted. The tone of the complaint letter should not be
harsh; remember, this proposed letter is intended to obtain compensation in some way, not to
condemn. As a result, the mentality must be minimal at best. You should write a formal
complaint after you have a circumstance, concern, or item. The tone of this communication
must be respectful. In a claim letter, be sure to include all relevant details about your
complaint's specific records or situations. Estimate the quantity of people you'll need to
collect or the activity you'll need them to complete, as well as the deadline. Please include
any supporting paperwork. Tone refers to an author's approach to the issue and audience. The
author's belief in the author's intentions may be affected by the tone of the material. The
viewer's attitude toward the content and the author may be inspired as a result of those
judgements. While making critical selections about phraseology, sentence structure, and
information clarity, authors should pay close attention to the aim and readership in their
work.

Conclusion

Tonality in communication refers to the journalist's approach to the listener and the subject
matter of the letter. A demand for adjustments, such as a refund, substitution, or
compensation for losses, generally begins (and even occasionally concludes) a complaint
statement. A courteous greeting regarding the alteration or item, on the other hand, might be
appreciated. In a claim declaration, you should express your war of words explicitly. It must
also state what action the regulated provider is expected to take. Here's a grievance letter
template that students can use as a model for their own.
Answer 3.b

Introduction

The reader is affected by the general tone of a personal work, much as the intonation of one's
speech is affected by listening in everyday conversations.
A complaint letter, also known as a declaration letter, is a strong letter written by a customer
to a company or organisation to express his or her dissatisfaction with a product or service. A
demand for adjustments, such as reimbursement, substitution, or compensation for losses,
often begins (and even occasionally terminates) a claim assertion.

Concept and application

Complaint letter for refund

Date: 22nd March 2022

To, Director of Consumer Grievance Redressal cell

Subject: Complaint Letter to Flipkart about the refund

From
Name: Jass Javy

Respected Sir,

Jass Javvy is my name. On January 1, 2022, I paid Rs. 40, 000/- (Forty Thousand only) for a
Kitchen Resource Stand Mixer on Flipkart. This item comes with free delivery and a 40-day
money-back guarantee. The mixer no longer performed satisfactorily well since they stood,
so I decided to return it to Flipkart and ship it back on January 5th. After the returned the
product I had called on your Customer services department of the Company every week
regarding that issue. Over the phone, the agent advised me that the transportation and
handling costs, as well as cash equivalent to the mixer rate, might be credited to my account.

I received a credit card statement declaration as on March 15th, 2022. I'm disappointed to
discover that no credit has been received in my account regarding the mixer, its delivery, and
handling costs.

This is an official letter to you in which I kindly request a refund for an item that I returned,
since it was no longer working properly. Within 2-3 days, I hope to receive the refund money
in exchange for the combination.
I hope you look into this matter as soon as possible and revert back the same.

Yours simply
Jass Jaavy.

Conclusion

Sending letters of complaint allows you to find closure and move forward with your life by
explaining the unique problems that are the source of your anxiety, frustration, and
resentment in a realistic and respectful manner. A claim letter is used as a legally enforceable
means of communication that can be utilised as evidence in the event that a complaint goes to
court. Court hearings are rarely necessary because the organization's beneficiary often
responds with revisions letters, resolving the disagreement