Course Name : BBA / BCOM

Subject Name: Business Communication

Prepared by Assistant Professor’s Team
of
Microtek College of Management & Technology

Under Guidance of

Dr. Pankaj Rajhans

An Alumni of IIT-Delhi
President & Executive Director
Microtek College of Management & Technology
Jaunpur & Varanasi (U.P)
J PATHAK
 Unit -1

Basic of Communication:

Introduction – answer- By and large, communication (from Latin commūnicāre,

meaning "to share") is a purposeful activity of exchanging information and
meaning across space and time using various technical or natural means,
whichever is available or preferred.

Communication requires a sender, a message, a medium and a recipient, although

the receiver does not have to be present or aware of the sender's intent to
communicate at the time of communication; thus communication can occur across
vast distances in time and space. Communication requires that the communicating
parties share an area of communicative commonality. The communication process
is complete once the receiver understands the sender's message

Why communication:-

The strength of a Communication major resides in an understanding of

communication’s place in humanity and in a fully developed ability to participate
effectively and responsibly in communication with others. Your education in
Communication will go beyond performance courses that teach speaking skills;
additional coursework explores our knowledge of communication in business,
government, and other human
Institutions and relationships. Few choices of major afford such vital knowledge in
preparing for a career. In many professions, employers praise the ability to
communicate as central to an effective employee. As a result, our majors move
rapidly into a broad range of careers...

Definition of Communication:-

Two-way process of reaching mutual understanding, in which participants not only

exchange (encode-decode) information, news, ideas and feelings but also create
and share meaning. In general, communication is a means of connecting people or
places. In business, it is a key function of management--an organization cannot
operate without communication between levels, departments and employees.

Importance of Communication:-
Good communication is an essential tool in achieving productivity and maintaining
strong working relationships at all levels of an organization.

Employers who invest time and energy into delivering clear lines of
communication will rapidly build up levels of trust amongst employees, leading to
increases in productivity, output and morale in general.

Poor communication in the workplace will inevitably lead to unmotivated staff that
may begin to question their own confidence in their abilities and inevitably in the
organization.

Elements of communication process:-

This section of the book deals with the technical aspects of Communication,
recognizing the fact that communication in the Modern health care setting is,
thanks to advancing technology, being carried out in a bewildering array of new
ways. Despite this importance of well-developed writing skills must not be
Lost in the rush to communicate by email,especially as this seems to have a
detrimental impact on the use of clear English.
The first chapter in this section, entitled Written Communication,
Provides a comprehensive and clear overview of how to write clearly and logically.
In an era when clinical professionals are being required more and more to explain
what they do to an increasingly skeptical public, it seems fair to suggest that high
quality writing will assist greatly in making such matters easy to
Comprehend. As with many practical skills, there seems neither time nor
inclination to teach it in any depth to prequalifying Nurses, doctors or other clinical
groups. It is for this reason that the decision to include a chapter on this important
subject was Taken. All too often we assume that we write well although the
Results rarely bear this out. A cursory perusal of the increasingly Impenetrable
‘English’ contained in many Department of Health Circulars and edicts provide
further evidence of deficiency. The
Clear, practical and knowledgeable chapter on writing skills aims to give the reader
the necessary insight to improve their skills considerably.

Communication process Models:

We teach the same models of communication today that we taught forty years ago.
This can and should be regarded as a mark of the enduring value of these models in
highlighting key elements of that process for students who are taking the process
apart for the first time. It remains, however, that the field of communication has
evolved considerably since the 1960's, and it may be appropriate to update our
models to account for that evolution. This paper presents the classic
communication models that are taught in introducing students to interpersonal
communication and mass communication, including Shannon's information theory
model (the active model), a cybernetic model that includes feedback (the
interactive model, an intermediary model (sometimes referred to as a gatekeeper
model of the two-step flow), and the transitive model. It then introduces a new
ecological model of communication that, it is hoped, more closely maps to the the
range of materials we teach and research in the field of communication today. This
model attempts to capture the fundamental interaction of language, medium, and
message that enables communication, the socially constructed aspects of each
element, and the relationship of creators and consumers of messages both to these
elements and each other.

Effective Communications:-

In the information age, we have to send, receive, and process huge numbers of
messages every day. But effective communication is about more than just
exchanging information; it also about understands the emotion behind the
information. Effective communication can improve relationships at home, work,
and in social situations by deepening your connections to others and improving
teamwork, decision-making, and problem solving. It enables you to communicate

Even negative or difficult messages without creating conflict or destroying trust.

Effective communication combines a set of skills including nonverbal
communication, attentive listening, the ability to manage stress in the moment, and
the capacity to recognize and understand your own emotions and those of the
person you’re communicating with.

While effective communication is a learned skill, it is more effective when it’s

spontaneous rather than formulaic. A speech that is read, for example, rarely has
the same impact as a speech that’s delivered (or appears to be delivered)
spontaneously. Of course, it takes time and effort to develop these skills and
become an effective communicator. The more effort and practice you put in, the
more instinctive and spontaneous your communication skills will become.

Unit -2
Communication theories:-

Assumptions about communication:

Visualize it: you’re in a meeting, discussing the budget for the Security Division.
You begin to state your idea regarding an issue with cyber security, “The biggest
problem I see is…” and suddenly the gentleman down the table interrupts, “Yes!
The biggest problem is the way the pens and pencils in the storeroom keep
disappearing. Exactly!” You stop and frown. Everyone looks perplexed. What do
pens and pencils have to do with cyber security?

The co-worker who interrupted you made a common mistake in communication –

he made an assumption. In fact, he made several assumptions. He assumed your
statement was about security in general as opposed to cyber security. He also
assumed that he knew what your statement was going to focus on. Finally, he
assumed that you and he agreed about the problem.

Communication theory -

The theories presented here are related to communication. Students can use these
theories as a rich source for a better understanding of the theoretical fieldwork of
communication. Choosing a theory for an assignment or report is made easier,
since you are able to ‘browse’ through the different theories. All theories which are
selected are used in the courses of Communication Studies. Stay critical when you
use a theory, because theories are subjectively measured. A lot of theories are
mentioned below, make your own judgment about which theories are most helpful
and think why they are helpful.

Communication Models-

Shannon's (1948) model of the communication process is, in important ways, the
beginning of the modern field. It provided, for the first time, a general model of the
communication process that could be treated as the common ground of such
diverse disciplines as journalism, rhetoric, linguistics, and speech and hearing
sciences. Part of its success is due to its structuralism reduction of communication
to a set of basic constituents that not only explain how communication happens,
but why communication sometimes fails. Good timing played a role as well. The
world was barely thirty years into the age of mass radio, had arguably fought a
world war in its wake, and an even more powerful, television, was about to assert
itself. It was time to create the field of communication as a unified discipline, and
Shannon's model was as good an excuse as any. The model's enduring value is
readily evident in introductory textbooks. It remains one of the first things most
students learn about communication when they take an introductory
communication class. Indeed, it is one of only a handful of theoretical statements
about the communication process that can be found in introductory textbooks in
both mass communication and interpersonal communication.

Figure 1: Shannon's (1948) Model of the communication

process.

Shannon's model, as shown in Figure 1, breaks the process of communication

down into eight discrete components:

1. An information source. Presumably a person who creates a message.

2. The message, which is both sent by the information source and received by
the destination.
3. A transmitter. For Shannon's immediate purpose a telephone instrument
that captures an audio signal, converts it into an electronic signal, and
amplifies it for transmission through the telephone network. Transmission is
readily generalized within Shannon's information theory to encompass a
wide range of transmitters. The simplest transmission system that associated
with face-to-face communication has at least two layers of transmission. The
first, the mouth (sound) and body (gesture) create and modulate a signal.
The second layer, which might also be described as a channel, is built of the
air (sound) and light (gesture) that enable the transmission of those signals
from one person to another. A television broadcast would obviously include
many more layers, with the addition of cameras and microphones, editing
and filtering systems, a national signal distribution network (often satellite),
and a local radio wave broadcast antenna.
4. The signal, which flows through a channel. There may be multiple parallel
signals, as is the case in face-to-face interaction where sound and gesture
 involve different signal systems that depend on different channels and
modes of transmission. There may be multiple serial signals, with sound
and/or gesture turned into electronic signals, radio waves, or words and
pictures in a book.
5. A carrier or channel, which is represented by the small unlabeled box in the
middle of the model. The most commonly used channels include air, light,
electricity, radio waves, paper, and postal systems. Note that there may be
multiple channels associated with the multiple layers of transmission, as
described above.
6. Noise, in the form of secondary signals that obscure or confuse the signal
carried. Given Shannon's focus on telephone transmission, carriers, and
reception, it should not be surprising that noise is restricted to noise that
obscures or obliterates some portion of the signal within the channel. This is
a fairly restrictive notion of noise, by current standards, and a somewhat
misleading one. Today we have at least some media which are so noise free
that compressed signals are constructed with an absolutely minimal amount
information and little likelihood of signal loss. In the process, Shannon's
solution to noise, redundancy, has been largely replaced by a minimally
redundant solution: error detection and correction. Today we use noise more
as a metaphor for problems associated with effective listening.
7. A receiver. In Shannon's conception, the receiving telephone instrument. In
face to face communication a set of ears (sound) and eyes (gesture). In
television, several layers of receiver, including an antenna and a television
set.
8. A destination. Presumably a person who consumes and processes the
message.

Unit 3

Audience Analysis:

Searle’s also breaks up workplace communications into four broad categories:

upward communication--intended for those above you in the workplace hierarchy,
lateral communication--intended for those at your own level, downward
communication--intended for those below you in the hierarchy, and outward
communication--intended for those outside your workplace.

Both of these approaches provide ways for writers to gauge who their audience is
and to write a letter or memo or some other type of document with that audience in
mind--in terms of factors like format, content, diction (word choice), and tone.

Introduction - Understanding one's audience is one of the most important elements

of effective communication. Audience analysis can help you gain valuable
insight about your readers, which can help you to choose and develop a relevant,
meaningful topic. It can also help you to create a writing plan that is tailored
effectively to your reading audience, with appropriate tone, style, language and
content.

There are three main areas to consider when analyzing your audience:
demographics, dispositions and knowledge of the topic. For each of these areas,
there are a set of questions to answer which will help stimulate your thinking about
your audience. In addition to the questions below, you should consider how each of
these factors (age, socio-economic status, etc.) Affect your readers' attitudes,
expectations and opinions about you and your topic.

Types of Audience-

ANOTHER WAY TO LOOK AT AUDIENCE

Here is one more approach to audience that Searle’s notes that may add to your
understanding. This categorization is one that is used widely and combines
concerns with what an audience knows and that audience's relationship to the
writer. Here, then, is another way to look at audience types:

1) Expert--has substantial previous knowledge of the topic

Example: If you are using an e-mail message to send a new idea to a colleague
who has been working with you to improve the communication system at your
workplace, chances are that the colleague knows a great deal about the project--
what's been done so far, what the goals are, etc. In that sense, your audience is an
expert. There's no need to cover the basics, just the new idea.
2) Layperson--has little or no previous knowledge of the topic

Example: If you are writing a letter to a customer about a brand new service your
company is offering, that customer probably knows nothing about the service
because it is new. In this case, your audience is a layperson. You'll need to be
careful to explain even the most basic details about the new service.

3) Executive--has decision-making power (perhaps even over the writer's career)

Example: You are writing a letter to your supervisor recommending that he or she
adopt the new sick leave policy that you and your committee have hammered out.
Since your supervisor will make the final decision, he or she is an executive
audience. You'll want to provide enough information so that your supervisor can
make an informed decision. You'll also need to demonstrate respect and tact, since
this reader is above you in the workplace hierarchy.

4) Technician--a hands-on operator of equipment or one involved in the execution

of a technical process

Example: If you are writing a set of instructions to someone for operating a new
piece of equipment, you are writing to a technician.

5) Complex--a combination of an expert and an executive

Example: If your supervisor from the executive example (#3 above) happens to
have worked with you on the project or has dealt extensively with such policies
before, then you have a complex audience on your hands. Not only will you need
to be informative and respectful, but you better know your stuff and are careful not
to waste space on details with which your reader is already familiar.

Of course, any given audience probably is a combination of one or more of the

types listed above. The technician may or may not be an expert on the type of
machine for which you have written instructions. Or your supervisor may, in fact,
be a layperson, a reader who has very little knowledge of your committee's work.
It's also a short step to realizing how these audience types and Searle's categories
of communication overlap. For instance, an executive reader would indicate that
you are involved in upward communication; a layperson might involve upward,
lateral, downward, or outside communication, and so on.

Importance of Audience: –
Different audiences have different communication needs. And different segments
of audiences have different communication needs. As PR has progressed from the
days of mass communication, we have increasingly been able to target our
messages to the needs of different audience segments – internally and externally.

Audience segmentation is the process of dividing an audience into smaller groups,

with similar characteristics, wants and needs that are selected according to our
communication objectives. Audience segmentation is based on the assumption that
different groups of audience have different characteristics that influence the extent
to which they pay attention to, understand and act on different messages.

We can identify audience segments, but it is not always practicable to reach them
due to our limited resources. The ideal audience size is one person. Tailoring our
communication to the needs of each individual is the ideal. However, it is not
practicable to do this – too costly and time consuming.

The slicing and dicing of a list of people can be quite demanding, so the challenge
is to find the balance between the smallest number of messages and channels
required to distribute information, while at the same time forming audience-
segments that are as similar as possible. In essence, this is a balance between reach
and specificity. The greater the reach of a campaign, the greater the number of
individuals who can be influenced, but increased reach results in a mixed audience.
Messages designed to reach a broad cross-section of the audience are likely to be
less effective in bringing about higher-order (egg behavioral) changes than lower-
order (egg attitudinal) changes because they are less tailored to the needs of
individuals.

Unit-4

Self Development:

What is self -development-

Personal development includes activities that improve awareness and identity,
develop talents and potential, build human capital and facilitate employability,
enhance quality of life and contribute to the realization of dreams and aspirations.
The concept is not limited to self-help but includes formal and informal activities
for developing others in roles such as teacher, guide, counselor, manager, life
coach or mentor. When personal development takes place in the context of
institutions, it refers to the methods, programs, tools, techniques, and assessment
systems that support human development at the individual level in organizations.
How communication leads to self development-

Communication is an important aspect of life without communication friendships

and social relationships can't be formed or messages can't be conveyed.
Communication is also an important aspect of getting a job because without
communication or lack of communication you could never get a job or have a very
difficult time getting job by yourself. Communication is also an important in the
way relationships can be formed and how dates and that could lead to having
children, babies act. communication is verbal and non-verbal, verbal is the
messages conveyed through speeches and our social relationships with people, this
is why communication is a key aspect of forming friendships, conveying the right
messages in speeches, non-verbal communication is conveying message non-
verbally and facial expressions even dancing can be considered communication as
it conveys a message or sex could be a form of communication, with lack of non-
verbal skills could lead to being misread, lacking motor skills to a degree and
speaking to loud or doing things that aren't normal or appropriate.

Unit -5

Developing Positive Attitude:

Impact of positive Attitude on communication:-

Attitude, or perception, can impact business communication in both positive and

negative ways. Colleagues with extreme points of view may find it hard to see one
another’s perspective because each has the attitude that the other must be wrong
without taking time to analyze the situation. Likewise, employees with similar
attitudes may inadvertently overlook instances of miscommunication because they
have the attitude they are always in agreement with one another.

How to develop positive Attitude-

If you’re currently struggling with making a commitment to completing your
education you may want to ask yourself the following questions:

• What is your interest and attitude toward college?

• Is college important to you?
• Are you willing to give up whatever it takes in order to be successful in
college?
• How clear are you about your own educational goals?
• Is school really important or worthwhile to you?
• Do you have a “Plan B” or second major in mind?
• Are you able to eliminate negative “self talk?”

Try to consider how a college degree fits into the future you see for yourself.
Attitude is everything. These tips will help you create a winning attitude, and help
others to do the same.

• Use the right words. Use statements like, “I have a positive attitude,” or “We’ll
find a solution,” in daily conversation. The words you use on a daily basis have a
major impact on your attitude and moods.

• Strive for Optimism. Having a positive attitude is something you should strive
for. It isn’t something you are or are not, it is something you become.

• What company do you keep? Do your friends have negative attitudes? Does it
rub off on you? Many times the company we keep can affect our attitudes. If your
group at work or home negatively affects your attitude, take the necessary steps to
change the situation. If all else fails, change the people around.

• When you know you need a Change. When you know you aren't happy, admit
it to yourself and take action to reverse it. This is a very difficult thing to do
especially when you aren’t in the mood to admit things to yourself. It may be hard,
but it is worth it. When you are negative, realize it and change it.

• Listen to What Others Say. We may like to tell ourselves that we are positive
people, but it’s not always true. Listen to what your friends say about your attitude.
They may say things that you don’t want to hear, but sometimes the best changes
in life come from constructive criticism.
• What Makes You Happy? When you know what makes you upset, you will be
able to avoid these situations and save yourself the tension and frustration they
bring. If it is a situation that you cannot avoid, learn how to make the best of it.
This is vital to your attitude and mood. Your “happy” buttons will serve to improve
your attitude again and again.

• Appreciate the Things You Have. Look around you and learn to appreciate
everything you have in your life. Your family, friends, career, home, food, car,
etc., is enough to create a positive attitude because no matter how bad things get in
life, we still must be thankful for everything we still have. Put things into
perspective, and enjoy the good things in your life.

• Think twice before you Act Once. Look at problems logically. When you let
emotion take over, you may do things that made sense at the time, but in the end
were not the best choices. Before you act, think about what your action(s) will
cause. If a person does something wrong that negatively affects you, don’t attack.
Think about the best response. Only after you have done this twice should you take
action.

Unit -6

Corporate communication:

Corporate communication-

The sharing of information within a business. Corporate communication elements

of a corporation. To facilitate corporate communication, a business manager will
usually need to have or develop considerable interpersonal skills - such as effective
speaking, writing and listening - in order to best assist information sharing within
their department. Also called organizational communication.

Marketing communication-

Marketing communications are messages and related media used to communicate

with a market. Marketing communications is the "promotion" part of the
"marketing mix" or the "four Ps": price, place, promotion, and product. It can also
refer to the strategy used by a company or individual to reach their target market
through various types of communication.
Those who practice advertising, branding, brand language, direct marketing,
graphic design, marketing, packaging, promotion, publicity, sponsorship, public
relations, sales, sales promotion and online marketing are termed marketing
communicators, marketing communication managers, or more briefly, macro
managers.

Traditionally, marketing communications practitioners focused on the creation and

execution of printed marketing collateral; however, academic and professional
research developed the practice to use strategic elements of branding and
marketing in order to ensure consistency of message delivery throughout an
organization - a consistent "look & feel". Many trends in business can be attributed
to marketing communications; for example: the transition from customer service to
customer relations, and the transition from human resources to human solutions
and the trends to blogs, email, and other online communication derived from an
elevator pitch.

Types of corporate communication-

In my last blog post I wrote about the surf shop owner who perhaps wasn’t making
the best use of corporate communications to build customer loyalty and increase
his customer base. There are numerous models of corporate communications, but
for simplicity’s sake let’s break corporate communications down into two broad
types: internal and external.

Internal corporate communications are those messages that are conveyed to

employees and stakeholders that have an interest in the production side of the
business, as opposed to external communications, which are those messages, meant
for the consumer of the goods or services the company produces. Internal
communications include:

• The company’s mission statement

• Employee manuals and handbooks
• Employee newsletters, e-newsletters and e-mails
• Information contained on the company intranet
• Trainings and seminars
• Unwritten communication such as corporate cultural norms
• Communication given to shareholders (who may also be consumers).

Unit -7
Formal vs. Informal communication Network-

Formal communication-

Meaning of formal communication: When an organization communication occurs

by following the prescribed or official or predetermined rules, policy and
regulation of the organization is called formal communication. Formal
communication is governed by the established chain of command. Internal
information exchanged form one to another following the conventional rules. But
this type of communication system may be used for both eternal and external
purposes. Some important definitional communications are as follows:

Informal communication-

When an organization does not follow any prescribed or official rules or

procedures of the organization is called informal communication. The basis of
informal communication is spontaneous relationship among the participants.

Informal communication system is the opposite system of formal communication.

In this system the communication is made without following any predetermined
rules of policy. Informal communication plays a vital role to operate the
organization’s activities. When the employees cannot understand the subject matter
of the communication, they can discuss with their authority anywhere about the
matter as like in the dining table or in the play ground or in the club. Some
definitions of informal communication are as follows:

Unit -8

Barriers of communication:

Semantic Barriers-

Semantics is related to meanings of words. To be more exact, it is related to

connotative and denotative meanings of words and its study. Every word has a
direct meaning called the denotative meaning. In addition to its exact or lexical
meaning, words also acquire implied meanings called connotative meanings.
Connotations are understood based only on an individual’s experience. If the
encoder and decoder do not share the some connotative meaning for a word,
miscommunication occurs. We have already seen how ‘bimonthly’ can mean two
different concepts to two different people even at denotative level. Similarly,
examine the word ‘cheap’ as an adjective. You will enjoy a ‘cheap holiday’
because you spend less than the real cost. Industries desire ‘cheap labor’ to reduce
the overall cost of production. These connotations of cheap as an adjective are
different from the connotations in expressions like “cheap popularity’ and “cheap
joke”. If the receiver does not understand the connotation attributed by the sender,
miscommunication takes place. But when words are used for denotations alone, not
much damage will be done. To overcome the semantic barrier to communication,
the communicator should choose the precise and exact word that will carry the
same meaning for the receiver in the given context. The meaning of the word is
related to context at the connotation level. A complimentary expression may derive
a connotative derogative meaning which will ruin the communication process. If
you examine the word ‘fellow’, you will find so many connotations to it. The word
used with adjectives such as ‘nice’ and ‘lousy’ change the complexion of the word
‘fellow’. A ‘nice fellow’ and a lousy fellow’ are poles apart. If you call someone a
‘fellow scholar’, he is your contemporary. A ‘fellow traveler’ is simply your co-
passenger on a train, but in another context he is a sympathizer or a secret member
of the communist party. Fellowship simply means companionship / friendliness.
However, in special contexts it can have different connotations. You can be a
scholar with UGC (University Grants Commission) getting a fellowship.

Physical Barriers-

There are a host of physical factors that can prevent individuals from having an
effective communication. Physical barriers relate to disturbance in the immediate
milieu which can interfere in the course of an effective communication. Let us take
a look at some physical factors to communication.

Environment
some barriers are due to the existing environment. If you are standing in adverse
weather conditions, your conversation would be hampered because you would not
be able to pay full attention to what the other person is saying. The ambiance in
which you are having a conversation also plays an important part in the quality of a
conversation. If the place is too noisy, or two crowded, you may not be able to
clearly listen to the speaker. For example, if you are having a conversation with
someone along the roadside, the honks and noise of the passing vehicles can make
it difficult for you to concentrate on what you are saying, apart from interfering in
effective listening. Similarly, if you are talking to someone in scorching heat, then
the physical discomfort can easily cause you to be disinterested in the
conversation.

Organizational Barriers-

Organizational Communication refers the in house sharing of ideas, views and

concepts through available formal or informal communication media. Organization
communication mostly reflects the formal communication on organizational
context but the informal communication is also important as it is used among the
employees to exchange views and understand any formal organizational topic.
Organizational communication is a type of communication that occurs within a
group, agency, or enterprise. This type of communication can occur horizontally,
from the top going down or vice versa. A horizontal type of communication can
also occur between peers or at the same staff level, supervisor cluster, or
management group.

Psychological Barriers-
One meaning of the term psychological barriers is the self limiting beliefs a person
may have which in turn affects their behavior - that is ....what they do or don't do
as a result of having a self limiting belief.
For example, a person might have a belief that they can't ride a bicycle and carry
this belief with them through their life, and as such they would never attempt to
ride a bicycle. This belief will usually have been developed as a result of their past
experience - they may have tried to ride a bicycle as a young child, perhaps they
started to ride but fell off - hurting themselves in the process. If they tried to ride
again shortly after the first accident, and subsequently fell off again, hurting
themselves, they would perhaps begin to believe that they can't ride a bicycle. And
they will hold this belief or psychological barrier until they receive sufficiently
strong evidence to change this belief.
There is no reason, for example, why a fit and able bodied adult cannot learn to
ride a bike in adulthood. But if that person has a psychological barrier which tells
them that they can't do this - then they probably never will.
In my field of being a career coach I often see people who have psychological
barriers which prevent them from starting a job search to change a job or career
that they hate. They don't take action for change because they have a usually
incorrect belief that they aren't good enough, don't have enough or the right type of
experience, don't have the confidence etc.
If you are a healthy and otherwise reasonably well adjusted adult you will have the
capacity to challenge and overcome your psychological barriers.
How to overcome communication Barriers-
There is a lot of communication barriers faced these days by all. The message
intended by the sender is not understood by the receiver in the same terms and
sense and thus communication breakdown occurs. It is essential to deal and cope
up with these communication barriers so as to ensure smooth and effective
communication. As, in the previous section we have discussed the major barriers
of communication. Let’s talk about how to overcome these barriers of
communication.

1. Eliminating differences in perception: The organization should ensure that

it is recruiting right individuals on the job. It’s the responsibility of the
interviewer to ensure that the interviewee has command over the written and
spoken language. There should be proper Induction program so that the
policies of the company are clear to all the employees. There should be
proper trainings conducted for required employees (for egg: Voice and
Accent training).
2. Use of Simple Language: Use of simple and clear words should be
emphasized. Use of ambiguous words and jargons should be avoided.
3. Reduction and elimination of noise levels: Noise is the main
communication barrier which must be overcome on priority basis. It is
essential to identify the source of noise and then eliminate that source.
4. Active Listening: Listen attentively and carefully. There is a difference
between “listening” and “hearing”. Active listening means hearing with
proper understanding of the message that is heard. By asking questions the
speaker can ensure whether his/her message is understood or not by the
receiver in the same terms as intended by the speaker.
5. Emotional State: During communication one should make effective use of
body language. He/she should not show their emotions while
communication as the receiver might misinterpret the message being
delivered. For example, if the conveyer of the message is in a bad mood then
the receiver might think that the information being delivered is not good.
6. Simple Organizational Structure: The organizational structure should not
be complex. The number of hierarchical levels should be optimum. There
should be an ideal span of control within the organization. Simpler the
organizational structure, more effective will be the communication.
7. Avoid Information Overload: The managers should know how to prioritize
their work. They should not overload themselves with the work. They should
 spend quality time with their subordinates and should listen to their
problems and feedbacks actively.
8. Give Constructive Feedback: Avoid giving negative feedback. The
contents of the feedback might be negative, but it should be delivered
constructively. Constructive feedback will lead to effective communication
between the superior and subordinate.
9. Proper Media Selection: The managers should properly select the medium
of communication. Simple messages should be conveyed orally, like: face to
face interaction or meetings. Use of written means of communication should
be encouraged for delivering complex messages. For significant messages
reminders can be given by using written means of communication such as:
Memos, Notices etc.
10.Flexibility in meeting the targets: For effective communication in an
organization the managers should ensure that the individuals are meeting
their targets timely without skipping the formal channels of communication.
There should not be much pressure on employees to meet their targets.

Unit -9

Practices in Business communication:

Group communication –

We belong to groups to satisfy needs that we cannot meet on our own. By coming
together with others, we pool our knowledge and experience to make decisions and
accomplish tasks more efficiently than we could individually. We consider groups
so important that the average person will spend one year of his or her life in group
meetings! Clearly, the more effectively we operate in groups, the greater the return
on the investment of our time.

The principal activity in groups is communication. Groups function by

communicating ideas. An effective group is one that reaches its conclusions after
considering the widest range of ideas. The group will have a wider range to
consider if all members contribute ideas. For the group to fulfill its potential, all
the members need to feel comfortable in communicating their ideas, and must feel
a responsibility to contribute to the group discussion. If all members are not
participating, some of the advantages of group action are lost.

Both the leaders and members influence the degree of participation among group
members. By increasing participation, not only will the group do a better job of
accomplishing its goals, but it is more likely to satisfy individual member goals.
The more we believe the group capable of meeting our needs, the more attractive it
will be to us, and the more likely we are to increase our future participation. So
both members and the group as a whole benefit from improved group
communication.

Group Discussion-

In short, the GD panel is testing whether you know the topic well, are able to
present your point of view in a logical manner, are interested in understanding
what others feel about the same subject and are able to conduct yourself with grace
in a group situation.

Outlined are some tips and suggestions that will help you prepare well for

Group Discussion:

1. Train yourself to be a good listener. Develop the patience to listen

attentively.
2. Acknowledge that everyone has something valuable to say.
3. When speaking in a GD, your job is to articulate your point of view in a way
that is easy for others to comprehend.
4. Inculcate the good habit of structuring your thoughts and presenting them
logically.
5. Writing essays on a variety of topics is good practice developing thought
structure.
6. The only way to prepare is to read more, develop a keen interest in current
affairs.
7. Seek opportunities to discuss these in groups.
8. Learn to respect others for what they are.
9. Learn to be open-minded and recognize the fact that people think differently
about issues.
10.Train your mind to think analytically.
11.Your GD arguments should have ‘meat’.

Tips for Personal Interview

1. Don’t start with the phrase – Myself XYZ – there’s no better way it put the
panel off.
 2. Getting into details about siblings and cousins – especially the one who
seem to have done well. Panelists want to know about you, not about your
extended family.
3. Don’t cite – ‘making friends’ or ‘meeting new people’ – as a hobby. Wonder
how one pursues a hobby like ‘meeting new people’!
4. Don’t say things like – I studied this in my first year – as an excuse for not
knowing more basic stuff related to their subject of study. The panel
members study this about 20 years back – they still remember about it.

Mock Interview-

A mock interview is an emulation of an interview used for training purposes. The

interview tries to resemble a real interview as closely as possible, and provides
experience for the candidate. The mock interview helps the job applicant learn
what is expected in a job interview, and improves the applicant's self-presentation.
Mock interviews are often videotaped, and the candidate is shown the tape after the
session, along with feedback from the interviewer. The mock interview coach will
provide constructive feedback on all aspects of the interview process. Mock
interviews are most common for job interviews, but may also be used to train
people to handle journalists.

The mock interview coach will try to make the interview as realistic as possible.
Many of the questions asked are interview questions from actual employers. The
mock interview and critique will last approximately one hour. The mock interview
takes about 20 minutes, and then the job seeker and coach watch the interview and
discuss the job seeker's performance.

The mock interview coach's level of direct experience in the industry or field of
interest for the job seeker can make the mock interview more or less effective. This
is the case because mock interview coaches can best help job seekers when they
have insights into what hiring managers are looking for and can gauge how well
job seekers are answering the questions. While there are many career coaches who
provide a full suite of services to help job seekers figure out their career path, niche
websites exist that focus on helping job seekers with their interviewing skills.
Examples of these sites include Prep and Devisors.

The mock interview focuses on self-knowledge, past experiences, knowledge of

the industry the applicant wishes to enter, and how well the applicant can convey
that information. The job seeker gains the most experience from the mock
interview if it is treated as an actual interview. The mock interview is a safe place
to practice interview skills and gain feedback. It is also an area to gain the
confidence and experience of giving an actual employment interview.

This is also conducted in companies to address clients with confidence and learn
certain things which are required for the meeting.

Presentations-

A presentation is the process of presenting a topic to an audience. It is typically a

demonstration, lecture, or speech meant to inform, persuade, or build good will.
The term can also be used for a formal or ritualized introduction or offering, as
with the presentation of a debutante.

Unit -10

The Essentials of Effective communication-

7cs of communication-

Think of how often you communicate with people during your day.

You write emails, facilitate meetings, participate in conference calls, create reports,
devise presentations, debate with your colleagues… the list goes on.

We can spend almost our entire day communicating. So, how can we provide a
huge boost to our productivity? We can make sure that we communicate in the
clearest, most effective way possible.

This is why the 7 Cs of Communication are helpful. The 7 Cs provide a checklist

for making sure that your meetings , emails , conference calls , reports , and
presentations are well constructed and clear – so your audience gets your
message.

According to the 7 Cs, communication needs to be:

1. Clear.
2. Concise.
3. Concrete.
4. Correct.
 5. Coherent.
6. Complete.
7. Courteous.

In this article, we look at each of the 7 Cs of Communication, and we'll illustrate

each element with both good and bad examples.

1. Clear

When writing or speaking to someone, be clear about your goal or message. What
is your purpose in communicating with this person? If you're not sure, then your
audience won't be sure either.

To be clear, try to minimize the number of ideas in each sentence. Make sure that
it's easy for your reader to understand your meaning. People shouldn't have to
"read between the lines" and make assumptions on their own to understand what
you're trying to say.

Bad Example

Hi John,

I wanted to write you a quick note about Daniel, who's working in your
department. He's a great asset, and I'd like to talk to you more about him when you
have time.

Best,

Skip

What is this email about? Well, we're not sure. First, if there is multiple Daniels in
John's department, John won't know who Skip is talking about.

Next, what is Daniel doing, specifically, that's so great? We don't know that either.
It's so vague that John will definitely have to write back for more information.

Last, what is the purpose of this email? Does Skip simply want to have an idle chat
about Daniel, or is there some more specific goal here? There's no sense of purpose
to this message, so it's a bit confusing.
Good Example

Hi John,

I wanted to write you a quick note about Daniel Kadar, who's working in your
department. In recent weeks, he's helped the IT department through several
pressing deadlines on his own time.

We've got a tough upgrade project due to run over the next three months, and his
knowledge and skills would prove invaluable. Could we please have his help with
this work?

I'd appreciate speaking with you about this. When is it best to call you to discuss
this further?

Best wishes,

Skip

This second message is much clearer, because the reader has the information he
needs to take action.

2. Concise

When you're concise in your communication, you stick to the point and keep it
brief. Your audience doesn't want to read six sentences when you could
communicate your message in three.

• Are there any adjectives or "filler words" that you can delete? You can often
eliminate words like "for instance," "you see," "definitely," "kind of,"
"literally," "basically," or "I mean."
• Are there any unnecessary sentences?
• Have you repeated the point several times, in different ways?

Bad Example

Hi Matt,

I wanted to touch base with you about the email marketing campaign we kind of
sketched out last Thursday. I really think that our target market is definitely going
to want to see the company's philanthropic efforts. I think that could make a big
impact, and it would stay in their minds longer than a sales pitch.

For instance, if we talk about the company's efforts to become sustainable, as well
as the charity work we're doing in local schools, then the people that we want to
attract are going to remember our message longer. The impact will just be greater.

What do you think?

Jessica

This email is too long! There's repetition, and there's plenty of "filler" taking up
space.

Good Example

Watch what happens when we're concise and take out the filler words:

Hi Matt,

I wanted to quickly discuss the email marketing campaign that we analyzed last
Thursday. Our target market will want to know about the company's philanthropic
efforts, especially our goals to become sustainable and help local schools.

This would make a far greater impact, and it would stay in their minds longer than
a traditional sales pitch.

What do you think?

Jessica

3. Concrete

When your message is concrete, then your audience has a clear picture of what
you're telling them. There are details (but not too many!) and vivid facts, and
there's laser-like focus. Your message is solid.

Bad Example

Consider this advertising copy:

The Lunchbox Wizard will save you time every day.

A statement like this probably won't sell many of these products. There's no
passion, no vivid detail, nothing that creates emotion, and nothing that tells people
in the audience why they should care. This message isn't concrete enough to make
a difference.

Good Example

How much time do you spend every day packing your kids' lunches? No more!
Just take a complete Lunchbox Wizard from your refrigerator each day to give
your kids a healthy lunch and have more time to play or read with them!

This copy is better because there are vivid images. The audience can picture
spending quality time with their kids – and what parent could argue with that? And
mentioning that the product is stored in the refrigerator explains how the idea is
practical. The message has come alive through these details.

4. Correct

When your communication is correct, it fits your audience. And correct

communication is also error-free communication.

• Do the technical terms you use fit your audience's level of education or
knowledge?
• Have you checked your writing for grammatical errors? Remember, spell
checkers won't catch everything.
• Are all names and titles spelled correctly?

Bad Example

Hi Daniel,

Thanks so much for meeting me at lunch today! I enjoyed our conservation, and
I'm looking forward to moving ahead on our project. I'm sure that the two-weak
deadline won't be an issue.

Thanks again, and I'll speak to you soon!

Best,
Jack Miller

If you read that example fast, then you might not have caught any errors. But on
closer inspection, you'll find two. Can you see them?

The first error is that the writer accidentally typed conservation instead of
conversation. This common error can happen when you're typing too fast. The
other error is using weak instead of week.

Again, spell checkers won't catch word errors like this, which is why it's so
important to proofread everything!

5. Coherent

When your communication is coherent, it's logical. All points are connected and
relevant to the main topic and the tone and flow of the text is consistent.

Bad Example

Traci,

I wanted to write you a quick note about the report you finished last week. I gave it
to Michelle to proof, and she wanted to make sure you knew about the department
meeting we're having this Friday. We'll be creating an outline for the new
employee handbook.

Thanks,

Michelle

As you can see, this email doesn't communicate its point very well. Where is
Michelle's feedback on Traci's report? She started to mention it, but then she
changed the topic to Friday's meeting.

Good Example

Hi Traci,

I wanted to write you a quick note about the report you finished last week. I gave it
to Michelle to proof, and she let me know that there are a few changes that you'll
need to make. She'll email you her detailed comments later this afternoon.
Thanks,

Michelle

Notice that in the good example, Michelle does not mention Friday's meeting. This
is because the meeting reminder should be an entirely separate email. This way,
Traci can delete the report feedback email after she makes her changes, but save
the email about the meeting as her reminder to attend. Each email has only one
main topic.

6. Complete

In a complete message, the audience has everything they need to be informed and,
if applicable, take action.

• Does your message include a "call to action," so that your audience clearly
knows what you want them to do?
• Have you included all relevant information – contact names, dates, times,
locations, and so on?

Bad Example

Hi everyone,

I just wanted to send you all a reminder about the meeting we're having tomorrow!

See you then,

Chris

This message is not complete, for obvious reasons. What meeting? When is it?
Where? Chris has left his team without the necessary information.

Good Example

Hi everyone,

I just wanted to remind you about tomorrow's meeting on the new telecommuting
policies. The meeting will be at 10:00 a.m. in the second-level conference room.
Please let me know if you can't attend.
See you then,

Chris

7. Courteous

Courteous communication is friendly, open, and honest. There are no hidden

insults or passive-aggressive tones. You keep your reader's viewpoint in mind, and
you're empathetic to their needs.

Bad Example

Jeff,

I wanted to let you know that I don't appreciate how your team always
monopolizes the discussion at our weekly meetings. I have a lot of projects, and I
really need time to get my team's progress discussed as well. So far, thanks to your
department, I haven't been able to do that. Can you make sure they make time for
me and my team next week?

Thanks,

Phil

Well, that's hardly courteous! Messages like this can potentially start office-wide
fights. And this email does nothing but create bad feelings, and lower productivity
and morale. A little bit of courtesy, even in difficult situations, can go a long way.

Hi Jeff,

I wanted to write you a quick note to ask a favor. During our weekly meetings,
your team does an excellent job of highlighting their progress. But this uses some
of the time available for my team to highlight theirs. I'd really appreciate it if you
could give my team a little extra time each week to fully cover their progress
reports.

Thanks so much, and please let me know if there's anything I can do for you!

Best,
Phil

What a difference! This email is courteous and friendly, and it has little chance of
spreading bad feelings around the office.

Unit -11

Non verbal communication:

Kinesics-

Kinesics is the interpretation of body motion communication such as facial

expressions and gestures — that is, nonverbal behavior related to movement of any
part of the body or the body as a whole. The equivalent popular culture term is
body language, a term Ray Birdwhistell -- considered the founder of this area of
study -- never used, and did not consider appropriate (on the grounds that what can
be conveyed with the body does not meet the linguist's definition of language).
Even so, many people use this term.

Kinesics was first used (in 1952) by Ray Birdwhistell, an anthropologist who
wished to study how people communicate through posture, gesture, stance, and
movement. His ideas over several decades were synthesized and resulted in the
book, Kinesics and Context. Interest in kinesics specifically and nonverbal
behavior generally was popularized during the late 1960s and early 1970s, through
such popular mass market (definitely not academic) publications as How to Read a
Person like a Book. Part of Bird whist ell’s work involved filming people in social
situations and analyzing them to show elements of communication not clearly seen
otherwise. One of the most important of his projects was The Natural History of an
Interview, a long-term interdisciplinary collaboration including Gregory Bateson,
Frieda Fromm-Reichmann, Norman A. McQueen, Henry W. Rosin, and others.

Drawing heavily on descriptive linguistics, Birdwhistell argued that all movements

of the body have meaning (i.e. are not accidental), and that non-verbal behavior
has a grammar that can be analyzed in similar terms to spoken language. Thus, a
"kineme" is "similar to a phoneme because it consists of a group of movements
which are not identical, but which may be used interchangeably without affecting
social meaning".

Birdwhistell estimated that no more than 30 to 35 percent of the social meaning of

a conversation or an interaction is carried by the words. He also concluded that
there were no universals in these kinesics displays - a claim disputed by Paul
Elman, who was interested in analysis of universals, especially in facial
expression.

Polemics –

Polemics is one of several subcategories of the study of nonverbal communication.

Prominent other subcategories include hap tics (touch), kinesics (body movement),
vocalic (paralanguage), and chromatics (structure of time). Polemics can be
defined as "the interrelated observations and theories of man's use of space as a
specialized elaboration of culture". Edward T. Hall, the cultural anthropologist who
coined the term in 1963, emphasized the impact of polemic behavior (the use of
space) on interpersonal communication. Hall believed that the value in studying
polemics comes from its applicability in evaluating not only the way people
interact with others in daily life, but also "the organization of space in [their]
houses and buildings, and ultimately the layout of [their] towns.

In animals, Swiss zoologist Heine Hedgier had distinguished between flight

distance (run boundary), critical distance (attack boundary), personal distance
(distance separating members of non-contact species, as a pair of swans), and
social distance (interspecies communication distance). Hall reasoned that, with
very few exceptions, flight distance and critical distance have been eliminated in
human reactions, and thus interviewed hundreds of people to determine modified
criteria for human interactions.

In his work on polemics, Edward T. Hall separated his theory into two overarching
categories: personal space and territory. Personal space describes the immediate
space surrounding a person, while territory refers to the area which a person may
"lay claim to" and defend against others. His theory on territoriality has been
applied to animal behaviors as well; defending territory is said to be a means of
"propagation of the species by regulating density".

Unit -12

Writing Skill:

Writing Skill-
Writing skills are an important part of communication. Good writing skills allow
you to communicate your message with clarity and ease to a far larger audience
than through face-to-face or telephone conversations.

You might be called upon to write a report, plan or strategy at work; write a grant
application or press release within a volunteering role; or you may fancy
communicating your ideas online via a blog. And, of course, a well written CV or
résumé with no spelling or grammatical mistakes is essential if you want a new
job.

Today, when anyone can be their own publisher, we see more and more examples
of poor writing skills both in print and on the web. Poor writing skills create poor
first impressions and many readers will have an immediate negative reaction if
they spot a spelling or grammatical mistake. As just one example, a spelling
mistake on a commercial web page may cause potential customers to doubt the
credibility of the website and the organization.

Business writing-

You’d think business writing is always carefully crafted, but the truth it’s often
ridden with misspellings, misused words and inaccuracies. The good news is that
you can easily improve your business writing in a few easy steps.

First, Know Your Audience

Often our writing suffers because it’s inappropriate. We write convoluted emails,
we format reports poorly, and overall we don’t try to make our content reader
friendly.

Knowing the purpose a piece of writing serves gives you a sense of direction.
Writing a business report should follow a specific format; for example, an in-office
email could be short and informal, but a customer email or a PowerPoint
presentation should follow guidelines of courtesy, clarity and conciseness. Your
audience should be your compass; keeping in mind what the recipient seeks to
learn narrows down the possible directions your writing should take.

Style, tone, and vocabulary use should be in line with your audience and situation.
This is not just a matter of appropriateness and content effectiveness, it’s about
your flexibility to communicate adeptly with different audiences, to empathize
with them, and thus be able to connect at an appropriate and effective wave-length.

Step in Effective writing-

A powerful method for developing any document, from a quick note to a lengthy
report, is the Five-Step Writing Process.

1. Think

Begin by clustering or “mind-mapping” your ideas. Be sure to think about what

you want to write and to whom you are writing. All too often we begin writing
without thinking about our audience. Then choose a sequence in which to organize
your ideas for the greatest impact.

2. Write

Write freely and quickly for a set period of time (e.g., ten minutes) without
stopping to edit or proofread your document. This “free writing” will help to
develop your “natural” voice. Don’t worry about grammar or spelling at this stage.
Writing is a creative activity and you want to let your mind say what it wants to
say.

3. Walk Away

Take a break from your work for at least an hour. This time away will allow you to
review your work more objectively. Ideally, you would leave a writing project
overnight, but of course, that’s not always possible.

4. Edit

At this point you will need to focus on how you want to communicate your ideas to
your reader. Is the main idea in the right paragraph? Do your headings have visual
appeal? Are your sentences choppy or too long? Have you chosen the right words
to match your tone?

5. Proofread

Finally, check the grammar, punctuation, and spelling in your document. If

possible, have someone else review your work, because it can be very difficult to
find your own mistakes. And here’s one final tip: although spellcheckers found in
word processing software are great tools, you can’t depend on them to find all your
mistakes.

Unit -13

Letter and Memo writing formats-

Function of Business letters-

Business letters secure, promote and maintain business without complications;

Business letters serve us a reference for the future. Every organization should have
to classify its outgoing mail and incoming mail and file them classified on the basis
of their subject matter in a chronological sequence. Business letters serve to
maintain the correct information of the organization in the perception of the
receiver. Business letters establish and maintain contacts over a wide area truly
enlarging the scope and extent of business. Business letters can be used as legal
documents in disputes. All business letters promote goodwill and enhance the
prestige and the image of the organization.

We can enumerate the functions of a business letter thus:

(a) Promotional Functions: Business organizations have to grow and enlarge,

improving the quality of their products, by producing new products and providing
better services. The customers have to be kept informed through letters these
developments. Business organizations have to expand their market by tapping new
areas. All round expansion is possible only if the organization keeps all the people
concerned well informed through letters that promote sales and service.

(b) Informational Functions: Business letters provide valuable data about earlier
policies, transactions and all other activities of the organization. Modern business
cannot depend on memory as in olden days. Letters are ready references if they are
available. New policies can be evolved by studying the earlier ones. It is not only
essential to maintain good correspondence but also more essential to make them be
available in the files.

(c) Legal Functions: Business letters can provide evidence in legal disputes, if any
that occur in a transaction. They are useful as legal documents in quotations and
offers.
(d) Goodwill Functions: Business letters promote goodwill among parties
transacting business. They build a good rapport between parties in a business
transaction.

All these functions of a business letter promote sales and improve the image of the
firm. So, every business letter is a sales letter if it serves the stated or implied
objectives.

Parts of Business Letters-

• The Heading (The Return Address) or Letterhead - Companies usually

use printed paper where heading or letterhead is specially designed at the top
of the sheet. It bears all the necessary information about the organization’s
identity.

• Date - Date of writing. The month should be fully spelled out and the year
written with all four digits October 12, 2005
(12 October 2005 - UK style). The date is aligned with the return address.
The number of the date is pronounced as an ordinal figure, though the
endings sty, nod, rd, the, are often omitted in writing. The article before the
number of the day is pronounced but not written. In the body of the letter,
however, the article is written when the name of the month is not mentioned
with the day.

• The Inside Address - In a business or formal letter you should give the
address of the recipient after your own address. Include the recipient's name,
company, address and postal code. Add job title if appropriate. Separate the
recipient's name and title with a comma. Double check that you have the
correct spelling of the recipient’s name.

The Inside Address is always on the left margin. If an 8 1/2" x 11" paper is
folded in thirds to fit in a standard 9" business envelope, the inside address
can appear through the window in the envelope.
• The Greeting - Also called the salutation. The type of salutation depends on
your relationship with the recipient. It normally begins with the word "Dear"
and always includes the person's last name. Use every resource possible to
address your letter to an actual person. If you do not know the name or the
sex of your receiver addresses it to Dear Madam/Sir (or Dear Sales Manager
or Dear Human Resources Director). As a general rule the greeting in a
business letter ends in a colon (US style). It is also acceptable to use a
comma (UK style).

• The Subject Line (optional) - Its inclusion can help the recipient in dealing
successfully with the aims of your letter. Normally the subject sentence is
preceded with the word Subject: or Re: Subject line may be emphasized by
underlining, using bold font, or all capital letters. It is usually placed one line
below the greeting but alternatively can be located directly after the "inside
address," before the "greeting."

• The Body Paragraphs - The body is where you explain why you’re writing.
It’s the main part of the business letter. Make sure the receiver knows who
you are and why you are writing but try to avoid starting with "I". Use a new
paragraph when you wish to introduce a new idea or element into your letter.
Depending on the letter style you choose, paragraphs may be indented.
Regardless of format, skip a line between paragraphs.

• The Complimentary Close - This short, polite closing ends always with a
comma. It is either at the left margin or its left edge is in the center,
depending on the Business Letter Style that you use. It begins at the same
column the heading does. The traditional rule of etiquette in Britain is that a
formal letter starting "Dear Sir or Madam" must end "Yours faithfully",
while a letter starting "Dear” must end "Yours sincerely". (Note: the second
word of the closing is NOT capitalized)

• Signature and Writer’s identification - The signature is the last part of the
letter. You should sign your first and last names. The signature line may
 include a second line for a title, if appropriate. The signature should start
directly above the first letter of the signature line in the space between the
close and the signature line. Use blue or black ink.

• Initials, Enclosures, Copies - Initials are to be included if someone other

than the writer types the letter. If you include other material in the letter, put
'Enclosure', 'Enc.', or ' Ends. ', as appropriate, two lines below the last entry.
cc means a copy or copies are sent to someone else.

American Style British Style Heading According to the format but

usually aligned to the left The heading is usually placed
in the top right corner of the letter
(sometimes centered) Date October 19, 2005 (month-day-year)
According to the format but usually
aligned to the left
(two lines below the heading) 19 October 2005 (day-month-year)
Usually placed directly (or 1 blank line)
below the heading. Salutation Dear Mr. /Ms. Smith:
Dear Sir or Madam:
Gentlemen:
After the salutation there is a colon (:) Dear Mr./Ms. Smith,
Dear Sir or Madam,
Dear Sirs,
After the salutation there is a comma (,) Complimentary close Sincerely,
Sincerely yours,
Yours truly, Sincerely,
Yours sincerely,
Yours faithfully,

Format of Business Letters-

Need to write a polished, professional letter? Most business letters follow an

established, easy-to-learn format that you can adapt to any type of content. A
business letter should always contain the date: information about the sender and
recipient, and a few body paragraphs. Follow these steps and modify as necessary
to fit your company's standards.

Company, Inc.
123 Alphabet Drive
Los Angeles, California 90002
15 October 2012
Mr. John Doe
Customer Service Representative
Widgets Galore, Inc.
987 Widget Street
Miami, Florida 33111
Dear Mr. Doe:
I am writing you concerning a recent purchase of widgets. Approximately two
weeks ago, on
October 1, I ordered a total of 50 widgets for Company, Inc. via the Widgets
Galore client
Webpage. I received an email notification two days later confirming the receipt of
payment and
The shipment of the widgets. According to your website, shipments should reach
their destination
Within 35
Business days of being sent, but I have yet to receive the widgets. Do you have
any?
Information on what may have happened to delay the shipment or where the
shipment is
Currently?
I have worked with Widgets Galore, Inc. in the past and have the greatest
confidence in your
Products and customer service. We need the shipment of widgets soon, however,
and I hoped
You might be able to provide me with an idea of when I can expect them. Thank
you in advance
For any help you might be able to offer.
Sincerely,
Sam Brown
Vice President of Company, Inc.
5555555555 [email protected]

How to make Business Letters effectively-

In this highly competitive business world, it is extremely important to write
effective business letters to one’s customers, buyers, suppliers, employees and
colleagues.
Ineffective business letters will result in loss of income and sometimes loss of
business. Of course, to communicate effectively is to be with the other person in
person so that the continuous communication will take place which will result in
clinching the deal. However this is not always possible. So, writing business letters
becomes inevitable. In addition, business letters should be written quickly and
effectively. Brevity and Factuality are the two important factors.

There are many situations which will need writing letters to meet your demands.
From applying for jobs to resigning from the jobs, there are hundreds of
circumstances which will demand business letters. Every situation needs special
attention to bring the best out of it.

This site tells you about the many of the important and intricate points which will
make the business letters effective. Many sample letters which are drafted by
incorporating all those intricate points are given here for your attention. Writing
effective business letters means writing intelligently. Even the basic aspects of
writing those letters have been discussed in detail so that you may not have any
doubt while you will face the same situations in your personal and business life.

Communication is the vital and invisible hub around which the growth of the
business gets webbed. With our wide and extensive experience in business
communications, we feel that we are entitled to share our thoughts with you all.
You will find here all that you need to make your business letters as effective as
they should be.

Unit -14
Request Letters-

Approaches to request letters-

An approach letter is designed to gain access to individuals who may or may not
provide you with contacts.
RULES -

Leads and information on job opportunities. These letters are used for building
networks which may lead to informational
Interviews.
Approach letters are associated with two major job search and distribution
strategies. The first strategy
Involves conducting an indiscriminate mass mailing of resumes and cover letters to
specific individuals in your
Areas of interest. If you follow-up you’re direct mailing with telephone call, you
will get results. However, the
Results will be more negative* than positive.
While some individuals report impressive results with this version of letter writing,
the Executive Career
Services Department does not recommend it. *You should never send a resume to
a search committee that has
A current CMAA member employed in good standing in the position you seek.
The second strategy involves selectively writing letters to prospective employers or
to individuals who might
Provide you with useful job search information and referrals. Normally, you do not
include your resume with this
Letter. Instead, take your resume to the informational interview and discuss it near
the end of the interview. This
Is done for two purposes:
• gathering advice on how to improve your resume
• getting the interviewer to read your resume as well as refer it to others who might
be interested in your
Qualifications.
With this second strategy you tailor the contents of the letter to the recipient.
However, certain common rules
Apply to both letter strategies.

1. Start with a personal statement which connects you to the reader. If you lack a
personal referral,
You might open with: “I am writing to you because of your position as...” or
“Because of your experience
In...” or “We have a common interest in...” or “Since we are both alumni
of_________________ I
Thought...” If you have a referral, you might start with: “Mr., Mrs., Dr., suggested
that I contact you...”
2. Orient the reader to your purpose. Explain that you do not expect the reader to
know of any current
Job openings, but you would like his or her help, advice, suggestions, or guidance.
Stress your purpose (
s): to get his or her advice on your career plans, obtain occupational information,
or discuss future
Work possibilities. Explain your current situation.
3. Close your letter by requesting a brief meeting at a mutually convenient time.
Indicate that you
Will call in a few days to arrange a meeting.
4. be clear. Have a specific purpose in mind before writing this letter.
5. Always address the letter to a name, never to a position or title.
6. Make the letter brief, unless there are special reasons for going into detail.
7. Make your letters warm and personal. Avoid boastful, aggressive and
stereotyped phrases.
8. Carefully proofread for grammatical, spelling or typing errors.
9. Neatly type your letter. Leave wide margins.
10. Type on good quality bond stationery. Never use erasable, copy machine or
onion-skin paper.
11. Keep copies of all correspondence in an efficient filing system for follow-up
purposes.

Unit -15
Good News Letters-

Purpose of Good news Letters-

Letters can also be classified based on their content or message. Letters that
contain good news or a good message or favorable information are good-news
letters. Letters that contain a bad news or a bad message or unfavorable
information are bad-news letters. Not only personal letters but also an official
letters can be classified on this basis. A letter sanctioning a loan to a customer or
an over-draft facility to a concern, a letter of appointment or promotion or a letter
acceding to the request of a client are good-news letters.

Unfortunately, in business, one has to undertake the unenviable job of

communicating bad news as well. It may be the rejection of a loan application, the
denial of a due promotion or rejection of a client’s request.

Business organizations have also got to write letters that contain neither good nor
bad news from the stand point of the receiver. It may be the announcement of a
change of office hours or premises, or an announcement of a new product, such
letters contain neutral messages and can be called “neutral – newsletters”.

A good news letter is easy to write because of its content. A bad news letter has to
be written unoffending. Neutral letters usually are unsolicited letters. The receiver
may treat it as junk mail. So care should be taken to write them well so that
customers / recipient’s interest is aroused and he responds to them as desired by
the sender.
These classifications of letters as official/and personal, formal or informal as good
news letters, bad-news letters and neutral message letters are classifications based
on general criteria and are broad classifications based on content. Business letters
can be classified on the basis of the nature of business they transact or take care of.
Of course, all business letters take care some area of the business.

Unit -16

Bad news Letters:

What is Bad news Letters-

In the business world, delivery and calculation errors, product malfunctions, or

refusal of routine requests and job applications are inevitable. However, there are
strategies to make the transmission of bad news easier and understandable for the
receiver. Managers could make employees less disappointed by giving them the
reason for the rejection or by revealing the news sensitively; though it must still be
conveyed with a serious matter and fairness. In addition, there are primary and
secondary goals that must be kept in mind when delivering bad messages. Those
can be organized and said through indirect and direct patterns depending on the
receiver’s situation and the company’s organization policy. Moreover, there’s a
process to deliver negative messages known as 3X3 writing process that involves
three major steps that must be taken before giving the news to the employees.
Strategy is not the only key element to write down a negative message, it also
requires several techniques. The message should begin with a buffer to reduce the
shock or pain to the employees; it could either be an appreciation or a compliment.
The reasons must then be explained clearly before delivering the bad message.
Unfortunately, when it’s delivered, disappointment cannot be prevented; however,
the shock reduction can, hence it should be positioned strategically and the passive
voice should be used. And finally, it should be closed pleasantly by anticipating
future relations and good wishes.

Sample-

Dear Mr. Waters:

We’re happy to learn that you are enjoying the use of the Saco copier
You’ve been leasing for the past ten months. Like our many
Customers, you have discovered that Saco copiers offer remarkable
Versatility and reliability.
One of the reasons we’re able to offer these outstanding copiers at
Such low leasing rates and equally low purchase prices is that we
Maintain a slim profit margin. If our program included a provision for
Applying lease payments toward the purchase price, our overall
Prices would have to be higher.
Although lease payments cannot be credited toward purchase price,
We can offer you other Saco models that are within your price range.
The Saco 400 delivers the same reliability with nearly as many
Features as the Saco 600.
Please let us demonstrate the Saco 400 to your staff in your office,
Mr. Waters. Our representative, Tracy Wilson, will call you soon to
Arrange a time.
Sincerely,

Purpose of writing bad news Letters-

In business writing, a letter, memo, or email that conveys negative or unpleasant

information--information that is likely to disappoint, upset, or even anger a reader.

Bad-news messages include rejections (in response to job applications, promotion

requests, and the like), negative evaluations, and announcements of policy changes
that don't benefit the reader.

A bad-news message conventionally begins with a neutral or positive buffer

statement before introducing the negative or unpleasant information. This approach
is called the indirect plan.

Unit -17

Persuasive, Sales and collection Letters-:

Types of persuasive letters-

Types of Persuasion

• The general purpose of persuasion is to convince someone to agree with

your point of view. The specific purpose varies and could include, political
view, religious views, selling them a product and so forth. Businesses and
schools teach different methods of persuading. Each of these techniques has
the origins in Aristotle's rhetoric. There are three types of persuasion,
Logical persuasion. Make a general claim and support it with concrete data.
 The goal is to persuade the reader to reach the same conclusion as you. The
Greek concept of "logos" is translated either as reason or language. Ethical
persuasion. You consider and anticipate the other person's point of view and
include this in your argument. The goal is to reach a mutual understanding.
It is important to convince the reader that you are well informed, credible
and honest. Emotional persuasion. This is the most important element. The
most effective form of persuasion pulls at the heartstrings.

Business

• Letters of persuasion are an important part of the business world. They are
used to sell products to consumers, expand business contacts, and elicit and
comfort investors. Businesses often use workshops to train employees in the
necessary strategies of persuasive letter writing. Employees learn how to
construct a message that will appeal to the target audience, anticipate the
reader's response, and preemptively respond to the reader's possible
objections.
o

Education

• Teaching persuasive letter writing techniques is a valuable pedagogical tool

in the classroom. It is informative for both elementary students as well as
high school students. The primary purpose is to develop the student’s critical
thinking and writing skills. Students learn how make a general claim and
then support it by including, facts, expert opinions, specific examples and
personal anecdotes. Students also benefit by becoming aware of the dangers
of propaganda and manipulation.

Newspapers

• Newspapers offer an important public forum for debate and the exchanging
of ideas. The editorial section of the newspaper provides a public space in
which readers can attempt to persuade the public about a particular topic.
This can include everything from a global environmental issue to problems
with the local school board. The goal of an editorial letter, as an instrument
of persuasion, is the same.
Purpose of persuasive Letters:-

In modern American culture, we are bombarded daily with oodles of persuasive

messages: advertisements, political nonsense, guidelines on proper social behavior,
romantic nothings. The persuasive purpose is used to convince, or persuade, the
reader that the opinion, or assertion, or claim, of the writer is correct or valid.
Persuasion is more selfish than argument (debate). Argument attempts to arrive at a
logical solution to an issue. But persuasive writing is concerned primarily with
convincing the reader at any cost. Various appeals are used to manipulate the
reader. Persuasive writing has a definite bias, or lack of objectivity. Its function is
to change the mind of the reader or to move the reader to action.

Because of its goal, the persuasive purpose is usually the primary purpose in a
piece of writing. The author may supplement the persuasive purpose with any of
the other purposes. But when combined with other purposes, the persuasive
purpose rises to the top. The attempt to convince the reader overrides all other
goals in the writing.

Most common forms of persuasive Letters-

This is a writer’s explanation of a short theme, idea or issue.

The key here is that you are explaining an issue, theme or idea to your intended
audience. Your reaction to a work of literature could be in the form of an
expository essay, for example if you decide to simply explain your personal
response to a work. The expository essay can also be used to give a personal
response to a world event, political debate, football game, work of art and so on.

What are its most important qualities?

You want to get and, of course, keep your reader’s attention. So, you should:

• Have a well defined thesis. Start with a thesis statement/research

question/statement of intent. Make sure you answer your question or do
what you say you set out to do. Do not wander from your topic.
• Provide evidence to back up what you are saying. Support your arguments
with facts and reasoning. Do not simply list facts, incorporate these as
examples supporting your position, but at the same time make your point as
succinctly as possible.
 • The essay should be concise. Make your point and conclude your essay.
Don’t make the mistake of believing that repetition and over-stating your
case will score points with your readers.

2) The persuasive essay

What is it?
This is the type of essay where you try to convince the reader to adopt your
position on an issue or point of view.

Here your rationale, your argument, is most important. You are presenting an
opinion and trying to persuade readers, you want to win readers over to your point
of view.

What are its most important qualities?

• Have a definite point of view.

• Maintain the reader’s interest.
• Use sound reasoning.
• Use solid evidence.
• Be aware of your intended audience. How can you win them over?
• Research your topic so your evidence is convincing.
• Don’t get so sentimental or so passionate that you lose the reader, as Irish
poet W. B. Yeats put it:
The best lack all conviction, while the worst
Are full of passionate intensity
• Your purpose is to convince someone else so don’t overdo your language
and don’t bore the reader. And don’t keep repeating your points!
• Remember the rules of the good paragraph. One single topic per paragraph,
and natural progression from one to the next.
• End with a strong conclusion.

3) The analytical essay

What is it?
In this type of essay you analyze, examine and interpret such things as an event,
book, poem, play or other work of art.

What are its most important qualities?

Your analytical essay should have an:

• Introduction and presentation of argument

The introductory paragraph is used to tell the reader what text or texts you
will be discussing. Every literary work raises at least one major issue. In
your introduction you will also define the idea or issue of the text that you
wish to examine in your analysis. This is sometimes called the thesis or
research question. It is important that you narrow the focus of your essay.
• Analysis of the text (the longest part of the essay)
the issue you have chosen to analyze is connected to your argument. After
stating the problem, present your argument. When you start analyzing the
text, pay attention to the stylistic devices (the “haws” of the text) the author
uses to convey some specific meaning. You must decide if the author
accomplishes his goal of conveying his ideas to the reader. Do not forget to
support your assumptions with examples and reasonable judgment.
• Personal response
your personal response will show a deeper understanding of the text and by
forming a personal meaning about the text you will get more out of it. Do
not make the mistake of thinking that you only have to have a positive
response to a text. If a writer is trying to convince you of something but fails
to do so, in your opinion, your critical personal response can be very
enlightening. The key word here is critical. Base any objections on the text
and use evidence from the text. Personal response should be in evidence
throughout the essay, not tacked on at the end.
• Conclusion (related to the analysis and the argument)
your conclusion should explain the relation between the analyzed text and
the presented argument.

Tips for writing analytical essays:

• Be well organized. Plan what you want to write before you start. It is a good
idea to know exactly what your conclusion is going to be before you start to
write. When you know where you are going, you tend to get there in a well
organized way with logical progression.
 • Analytical essays normally use the present tense. When talking about a text,
write about it in the present tense.
• Be “objective”: avoid using the first person too much. For example, instead
of saying “I think Louisa is imaginative because…” try: “It appears that
Louisa has a vivid imagination, because…”
• Do not use slang or colloquial language (the language of informal speech).
• Do not use contractions.
• Avoid using “etc.” This is an expression that is generally used by writers
who have nothing more to say.
• Create an original title; do not use the title of the text.
• Analysis does not mean retelling the story. Many students fall into the trap
of telling the reader what is happening in the text instead of analyzing it.
Analysis aims to explain how the writer makes us see what he or she wants
us to see, the effect of the writing techniques, the text’s themes and your
personal response to these.

4) The argumentative essay

What is it?
This is the type of essay where you prove that your opinion, theory or hypothesis
about an issue is correct or more truthful than those of others. In short, it is very
similar to the persuasive essay (see above), but the difference is that you are
arguing for your opinion as opposed to others, rather than directly trying to
persuade someone to adopt your point of view.

What are its most important qualities?

• The argument should be focused

• The argument should be a clear statement (a question cannot be an
argument)
• It should be a topic that you can support with solid evidence
• The argumentative essay should be based on pros and cons (see below)
• Structure your approach well (see below)
• Use good transition words/phrases (see below)
• Be aware of your intended audience. How can you win them over?
• Research your topic so your evidence is convincing.
 • Don’t overdo your language and don’t bore the reader. And don’t keep
repeating your points!
• Remember the rules of the good paragraph. One single topic per paragraph,
and natural progression from one to the next.
• End with a strong conclusion.

Tips for writing argumentative essays:

1) Make a list of the pros and cons in your plan before you start writing. Choose
the most important that support your argument (the pros) and the most important to
refute (the cons) and focus on them.

2) The argumentative essay has three approaches. Choose the one that you find
most effective for your argument. Do you find it better to “sell” your argument first
and then present the counter arguments and refute them? Or do you prefer to save
the best for last?

• Approach 1:
Thesis statement (main argument):
Pro idea 1
Pro idea 2
Con(s) + Refutation(s): these are the opinions of others that you disagree
with. You must clearly specify these opinions if you are to refute them
convincingly.
Conclusion
• Approach 2:
Thesis statement:
Con(s) + Refutation(s)
Pro idea 1
Pro idea 2
Conclusion
• Approach 3
Thesis statement:
Con idea 1 and the your refutation
Con idea 2 and the your refutation
Con idea 3 and the your refutation
Conclusion
3) Use good transition words when moving between arguments and most
importantly when moving from pros to cons and vice versa. For example:

• While I have shown that.... other may say

• Opponents of this idea claim / maintain that …
• Those who disagree claim that …
• While some people may disagree with this idea...

When you want to refute or counter the cons you may start with:

• However,
• Nonetheless,
• but
• On the other hand,
• This claim notwithstanding

If you want to mark your total disagreement:

• After seeing this evidence, it is impossible to agree with what they say
• Their argument is irrelevant
• Contrary to what they might think ...

These are just a few suggestions. You can, of course, come up with many good
transitions of your own.

4) Use facts, statistics, quotes and examples to convince your readers of your
argument.

Unit -18

Memo writing:-

Memo- Informal written brief, note, record, reminder, or summary used as a

means of communication, or to outline the terms of an agreement in its draft-stage.

Memo Format-

Writing Memos Blind College-Bryan Writing Center Fall 2008

Writing Memos
Memos are an important form of written communication within companies.
Memos are forms of internal communication and are sent to other people within
the same organization. If you wanted to write to someone at a different company,
you would use a letter instead. Remember, both format and content are important
when composing a memo, so pay attention to details.
It is especially important to understand how people read memos. Unlike books or
magazines, people don’t start at the beginning of a memo and read through to the
end. A reader skims headings and subject lines then make decisions about what
parts are important to him/her. Think of it this way: a busy professional does not
have time to read every word of every paper that comes in. He/she decides what
documents are important to read by looking at the subject line and headings.
Therefore, writers need to understand how to put together a document that will
help a reader find the necessary information as quickly as possible.
Parts of a Memo
Headers
The first part of a memo is the header. The header gives information about the
author, the intended recipient, the subject, the date, and the names of other people
who may see the memo (cc). Many companies insert a smaller version of the
letterhead at the top of the page.
Diamond Engineering
To: Edward Jones
CC: Susan Ford
From: Bob Leeds B.L.
Subject: Marketing meeting
Date: 30 May 2006
Figure 1: Sample Memo Header
Notice how the information in the heading is evenly aligned, making it easier to
read. The subject is simple and to the point. This is not the place for detail.
Remember the reader; the heading must showcase the important information.
There is not a set order for the parts of the header; just consider what is best for the
reader. Also, most senders will initial the memo to verify its authenticity and to
take responsibility for the content. This is much like signing your name at the end
of a letter.
If the memo is longer than one page, a different heading is needed for the
additional pages. Placed in the page header, it usually includes the name of the
sender, the date and the page number. (Refer to Markel 345).
Memo to Edward Jones
30 May 2006
Page 2
Figure 2: Header for Additional Pages Writing Memos Blind College-Bryan
Writing Center Fall 2008
Summaries
Long memos (those longer than one page) often have a short summary following
the introductory paragraph. The summary is an effective tool for helping the reader
decide how much of the memo to read. Summaries are especially useful if the
memo contains complicated subject matter. Keep the summary in proportion to the
rest of the document; the summary for a two-page memo would be considerably
shorter than the summary for a twenty-page proposal.
Subject Headings
Headings break up the memo into separate sections and identify for the reader the
content of the memo. Without them, the memo would just be boring, difficult
pages of text. Each time there is a new subject; identify it with a new heading.
Headings also help readers understand the information by reinforcing the ideas in
that section. Keep headings simple and use a font style that is different from the
rest of the text.
The purpose of this memo is to present the results of the XJ3 testing trials.
Summary
In general, I was impressed with the performance of the XJ3. It excelled in all
areas of testing . . .
Product Testing
The development team ran twelve different test trials of the XJ3 engineering
system. Tests
Included . . .
Results
All testing results indicated superior performance. The XJ3 system functions at
97% efficiency levels and is expected to last at least 10 years . . .
Action Items
The marketing team needs to begin preliminary market research. Mary and the
accounting team will require 30 days to rework the revenue input system.
Figure 3: Sample Body of Memo
Style
When it comes to style, Do . . .
remember that you are not
writing for an English class.
You want to communicate in a
clear, precise fashion. Don’t try
to confuse your reader in an
effort to sound knowledgeable.
Simplicity is key. Avoid . . .
Difficult words or phrasing. Use simple, clear language.
Unnecessary details. Include the important
 information.
Complicated sentences. Write exactly what you mean.
Cramming everything into a Use headings and break up
single paragraph. paragraphs.
Relying on Spell Check to catch Proofread your document.
mistakes.
Refusing to ask for help. Consult a style manual for help.

How to write effective Memos-

To: Bren graduate students

From: Bren Communication Center
Date: October 15, 2012
Subject: How to write an effective memo
The purpose of a memo is to convey information in an accessible, concise format.
Memos can have any number of purposes. For example, an environmental scientist
might use a memo to outline her latest findings to a policy maker, while a
consultant might write one to relay his recommendations to a client. On the
surface, these assignments sound simple, but in reality translating technical
information to a lay audience can be a difficult task—and one that requires a
unique skill set.
The goal of this memo is to familiarize you with a memo’s look and feel and to
arm you with some useful strategies as you undertake your writing assignments at
Bren. The document that follows is divided into four sections: 1) audience, 2)
format, 3) other helpful hints, and 4) some final thoughts. In addition, we have
included a brief list of Web-based memo-writing resources.
1. AUDIENCE
In the immortal words of law professor Jim Salzmann, the first question you
should ask yourself when you sit down to write a memo is “What’s in and what’s
out?” Which information should you include? Which should you highlight? What
conclusions or suggestions do you wish to express? And how should you present
these items? The answers will largely depend on your audience. A few things to
keep in mind:
• Answer the big question. Ask yourself why your reader requested the memo in
the first place. Then, tailor the document so it fulfills that purpose.
• Stick to the essentials. Think about what your audience already knows and still
needs to know, then cut out any information that is not included on the list.
• Define technical terms. For example, unless your intended reader is a
climatologist, always define words like “albino” and “ablation” in the text.
• Avoid jargon. Just because you and your colleagues use the words “ecosystem
services” and “brentastic” around the office does not mean Senator Schmooze will
know what these words mean. Plain English always works best.

2. FORMAT
Imagine you are a state senator. An important vote on climate change is coming up
and you want to familiarize yourself with the issues—quickly. You ask an
environmental expert to write you a two-page memo. How would you want it to
look? You would most likely ask for a document that is short and easy to skim. To
achieve these goals, the following memo-writing conventions have evolved over
time:
• Start with a header. Identify the recipient, author, date, and subject at the top.
Each workplace has its own header style — for example, some offices prefer that
you use “Re:” (as in, “regarding”) instead of “Subject:”— so ask around to find out
which format to follow. If you do
Not know the preferred style of your reader, browse the resources we have
provided to pick one you like best.
• Add a useful introduction. Generally, the first two paragraphs of a memo discuss
the purpose of a memo, summarize its key points, and outline the document’s
contents.
• Use visual cues. Identify a new section or subsection with bold, uppercase, or
italicized heads. This approach will allow your reader to find relevant text quickly.
• Break up your paragraphs. Avoid large blocks of text. The more lines there are in
a paragraph, the harder it will be to scan quickly.
• Break out your lists. Convert important lists into numbered or bulleted formats
when possible.
• Emphasize important points. Do not be afraid to underline or italicize important
points. Remember, your goal is to serve the reader.

3. OTHER HELPFUL TIPS

Here are some final hints that you should keep in mind no matter what kind of
paper you are writing:
• Write clearly. A memo is not the place to show off your vocabulary. Again, the
purpose of the memo is to convey information understandably and accessibly.
• Write concisely. Avoid long, complex sentences in favor or short, simple ones.
Nothing slows a reader down like wordy text packed with awkward clauses.
• Use active verbs. Language is always more powerful when you use active, rather
than passive, verbs. For example, say “agricultural runoff worsens eutrophication”
instead of “eutrophication is worsened by agricultural runoff.”
• Cite everything. Your reader may not need to know every twist and turn your
analysis has taken, but she should be able to replicate it if she wants to. Tell her
where to look.

4. SOME FINAL THOUGHTS

Hopefully, you have learned a little about writing memos and lot about making a
document reader friendly. The main take-away message here is not that you should
use more bullet points or upper-case headings but that you should write a memo
that will meet the needs of your reader. Remember, if you want more tips on
writing an effective memo; take a look at the list of additional. Resources or meet
with a writing tutor in the Bren Communication Center.!

Unit - 19
Reporting Memo:

Meaning of Business reports:

A document containing information organized in a narrative, graphic, or tabular

form, prepared on ad hoc, periodic, recurring, regular, or as required basis. Reports
may refer to specific periods, events, occurrences, or subjects, and may be
communicated or presented in oral or written form.

Business reporting or enterprise reporting is "the public reporting of operating and

financial data by a business enterprise," or "the regular provision of information to
decision-makers within an organization to support them in their work."

Reporting is a fundamental part of the larger movement towards improved business

intelligence and knowledge management. Often implementation involves extract,
transform, and load (ETL) procedures in coordination with a data warehouse and
then using one or more reporting tools. While reports can be distributed in print
form or via email, they are typically accessed via a corporate intranet.

With the dramatic expansion of information technology, and the desire for
increased competitiveness in corporations, there has been an increase in the use of
computing power to produce unified reports which join different views of the
enterprise in one place. This reporting process involves querying data sources with
different logical models to produce a human readable report—for example, a
computer user has to query the Human Resources databases and the Capital
Improvements databases to show how efficiently space is being used across an
entire corporation.

Types of reports:-

Reports format-
Importance of reports:

A business report is a document that conveys specific information about your

business to other individuals. Sometimes those other individuals are employees and
sometime they are investors. The information it conveys may vary depending on
audience, but the foundation of the communication centers around communication.

Purpose- Business reports are written to communicate. Sometimes they are written
as a means to attract investors to your organization. Business reports are also
written for employees, to keep them abreast of a company's goals and
achievements. Whichever audience the report is written for, the purpose is to
communicate specific information about your business.

Step in Business reporting writing-

A powerful method for developing any document, from a quick note to a lengthy
report, is the Five-Step Writing Process.
1. Think

Begin by clustering or “mind-mapping” your ideas. Be sure to think about what

you want to write and to whom you are writing. All too often we begin writing
without thinking about our audience. Then choose a sequence in which to organize
your ideas for the greatest impact.

2. Write

Write freely and quickly for a set period of time (e.g., ten minutes) without
stopping to edit or proofread your document. This “free writing” will help to
develop your “natural” voice. Don’t worry about grammar or spelling at this stage.
Writing is a creative activity and you want to let your mind say what it wants to
say.

3. Walk Away

Take a break from your work for at least an hour. This time away will allow you to
review your work more objectively. Ideally, you would leave a writing project
overnight, but of course, that’s not always possible.

4. Edit

At this point you will need to focus on how you want to communicate your ideas to
your reader. Is the main idea in the right paragraph? Do your headings have visual
appeal? Are your sentences choppy or too long? Have you chosen the right words
to match your tone?

5. Proofread

Finally, check the grammar, punctuation, and spelling in your document. If

possible, have someone else review your work, because it can be very difficult to
find your own mistakes. And here’s one final tip: although spellcheckers found in
word processing software are great tools, you can’t depend on them to find all your
mistakes.

Unit -20

Speech and Presentations:-

Characteristic of a good speech:-

Oral communication is the oldest and most widely used medium of

communication. It can take place in different forms and speech is one of them.
Speech is generally, the most effective medium of delivering message in meeting,
seminar, conference etc. Speech refers to delivering message through words of
mouth or spoken words in front of audience gathered in a meeting, seminar or
conference. Through speech, the speaker can present his opinions and thoughts on
any matter to a large number of audiences at a time. Therefore, it is widely used in
delivering oral message in business, social, political and religious gatherings.
A speech is a highly structured form of address in which a speaker addresses an
audience gathered to hear a message.

At least, we can say that speech is a kind of formal address delivered to

an audience gathered in a place to hear a message.

What does a Good Speech have?

Speech is an effective means of oral communication. It is delivered in front of a
large gathering. Therefore, speech serves as an important medium of presenting
information in meetings, political or business gatherings. However,
a speech becomes effective when it fulfills the following features:

Top ten quality of good speech-

1. Clarity
Clarity is an essential feature of a good speech. Speech should be clear and
unambiguous so that the audience can understand it easily. If it is not clear
enough to express its meaning to the audience, it will become ineffective.

2. Definiteness of Message
Message of the speech should be definite and relevant with the subject matter.

3. Conciseness
Audience becomes impatient to long speech. Hence, speech should be as concise
as possible. However, it should not incomplete.

4. Interesting
Speech should be delivered in an interesting and pleasing way so that the audience
is motivated to pay attention. In order to make the speech interesting, various
stories, examples, quotations and jokes can be cited.

5. Informal Touch
though speech is a formal address, it should be presented in a personal and
informal way.

6. Considering the Audience

Speech is delivered to a specific audience. So the speaker should actively consider
the expectations, interest and nature of the audience.

7. Speaking slowly
an ideal speech is one which is delivered slowly and in usual tone. It helps the
audience to hear and understand the message clearly.

8. Free from Emotions

another important feature of good speech is that it should be delivered in an
unbiased and un-emotional way. Speaker’s emotion may drive him away from the
main theme.

1. Use of Body Language

Good Speech goes with necessary body language. Therefore, at the time of
delivering speech, the speaker should use various nonverbal cues.
 2. Ensuring Participation of Audience
a good speech is one which ensures participation from the audience with the
speaker. That means, the audience will ensure their attention through
effective listening, expressing their solidarity with the speech and so on.

How to make effective speech:-

"Half the world is composed of people who have something to say and can't; the
other half have anything to say and keep saying it."

Anyone can give a speech. Not everyone can give an effective speech. To give an
effective speech there are 6 elements you should consider.

1. Be Prepared - Being prepared is by far the most important element. How

many times do you practice your speech? As a general rule, you should
spend about 30 hours of preparation and rehearsal time for every hour you
will be speaking. Use a tape recorder or videotape yourself. This will help
you to get an accurate picture of how you speak.
2. Give of Yourself - Use personal examples and stories in your speech
whenever possible. Make sure your stories help to emphasize or support
your point. The stories must match your message. Use examples from your
personal and professional life to make your point. In either case be willing to
give of yourself by sharing some of yourself with the audience.
3. Stay Relaxed - To stay relaxed you should be prepared. Also, focus on your
message and not the audience. Use gestures, including walking patterns.
Practice the opening of your speech and plan exactly how you will say it.
The audience will judge you in the first 30 seconds they see you.
4. Use Natural Humor - Don't try to be a standup comedian. Use natural humor
by poking fun at yourself and something you said or did. Be sure NOT to
make fun of anyone in the audience. People will laugh with you when you
poke fun at yourself but don't overdo it.
5. Plan Your Body & Hand Positions - During the practice of your speech look
for occasions where you can use a gesture. Establish three positions where
you will stand and practice not only how to move to them but where in your
speech do you move. Pick three positions, one on center stage, one to your
right, and one to your left. Do not hide behind the lectern. When you do
move maintain eye contact with the audience.
 6. Pay attention to all details - Make sure you have the right location (school,
hotel, room & time). Make sure you know how to get to where you are
speaking. Ask how large an audience you will be speaking to. Make sure
you bring all your visual aids and plenty of handouts. Arrive early so you
can check out where you will be speaking and make any last minute
adjustments.

It is very important that you pay attention to even the smallest details. You
can never overplant. Remember, "He who fails to plan is planning for
failure".

Presentation:-

A presentation is the process of presenting a topic to an audience. It is typically a

demonstration, lecture, or speech meant to inform, persuade, or build good will.
The term can also be used for a formal or ritualized introduction or offering, as
with the presentation of a debutante.
Speech:-
Speech synthesis is the artificial production of human speech. A computer system
used for this purpose is called a speech synthesizer, and can be implemented in
software or hardware products. A text-to-speech (TTS) system converts normal
language text into speech; other systems render symbolic linguistic representations
like phonetic transcriptions into speech.
Synthesized speech can be created by concatenating pieces of recorded speech that
are stored in a database. Systems differ in the size of the stored speech units; a
system that stores phones or diphones provides the largest output range, but may
lack clarity. For specific usage domains, the storage of entire words or sentences
allows for high-quality output. Alternatively, a synthesizer can incorporate a model
of the vocal tract and other human voice characteristics to create a completely
"synthetic" voice output.
The quality of a speech synthesizer is judged by its similarity to the human voice
and by its ability to be understood clearly. An intelligible text-to-speech program
allows people with visual impairments or reading disabilities to listen to written
works on a home computer. Many computer operating systems have included
speech synthesizers since the early 1990s.
Sales Presentation-:
In selling technique, a sales presentation (or sales pitch) is a line of talk that
attempts to persuade someone or something, with a
planned sales presentation strategy of a product or service designed to initiate and
close a sale of the product or service.
A sales pitch is a planned presentation of a product or service designed to initiate
and close a sale of the same product or service. A sales pitch is essentially
designed to be either an introduction of a product or service to an audience who
knows nothing about it or a descriptive expansion of a product or service that an
audience has already expressed interest in. Sales professionals prepare and give a
sales pitch, which can be either formal or informal, and might be delivered, in any
number of ways.

Unit -21
Listening:-
Importance of listening-

The importance of listening extends far beyond academic and professional settings.
Understanding how to practice good communication even in your day to day life,
among friends, family, and significant others, is important for a number of reasons:
fostering good self-esteem, maximizing productivity, improving relationships, and
even becoming a better speaker.

It’s easy to mistake listening as a simple, passive task, but it requires more than
just the ability to absorb information from someone else. Listening is a process,
and an active one.

In this guide, we’ll go over the stages that compose the listening process, and the
importance each one plays in your ability to communicate effectively with others.

The Five Steps to Better Listening

The listening process can be broken up into five distinct stages: receiving,
understanding, remembering, evaluating, and responding. This is the model most
commonly referred to when analyzing good communication, because it helps
isolate the necessary skills required at each individual step in the process.

The most important thing to keep in mind though is that listening is, indeed, a
process, and one that requires effort. Once you understand how each part makes up
the whole, you’ll come out a better thinker, listener, speaker, and communicator.
Let’s begin.

1. Receiving

This is the first and most basic stage of the listening process: the act of actually
absorbing the information being expressed to you, whether verbally or non-
verbally. Not all communication is done through speech, and not all listening is
done with ears.

No matter how you’re communicating with another person, the key at this stage is
to pay attention. Focus all of your energy on them, by following these three simple
tips:

• Avoid distractions. This is obvious. Don’t have your cell phone out, or your
iPod in, or the television on. Don’t try to divide your attention between the
speaker and something else. You might think you’re good at multi-tasking,
and perhaps you are, but demonstrating a commitment to the act of listening
will make you a more respected person among your peers.
• Don’t interrupt the speaker. You might want to make an assumption about
what the speaker is saying or what they’re about to say – doing. It’s rude,
and you may find your assumption was wrong, which is beneficial to no one.
You can, however, practice nonverbal feedback cue, such as nodding, to
demonstrate your attention.
• Don’t rehearse your response. Not yet. At this stage, your job is only to
listen. If you start to plan a speech while the other person is speaking, you’re
going to miss certain points and not be able to respond to their larger
message when it’s your turn to talk.

2. Understanding

This is the point in the listening process where you’re able to plan your response.
Understanding takes place after you’ve received the information from the speaker,
and begin to process its meaning.

You can do this by asking questions, or rephrasing parts of the speaker’s message.
This allows you to demonstrate your active engagement with their words, and help
you better understand their key points.
3. Remembering

What good would it do in a conversation if you forgot everything the speaker had
just said? This stage of the listening process might seem very similar to the first
two, but it goes beyond merely absorbing and processing information.

Remembering is about retaining that information, and the most effective way to do
so in an important conversation is to move the key elements of a message from
your short-term memory, and into your long-term memory.

There are numerous methods for doing this:

• Identify the fundamental points. By converting a collection of small

details into a central theme, you’re able to create something potentially
complicated into an easy-to-grasp general concept. The details will remain in
your short-term memory, but isolating the main ideas will help you
understand them better, and remember them longer.
• Make the message familiar. Relate that main idea to something you already
know. This should be easy to do – there aren’t many new ideas out there,
and chances are the discussion you’re having will trigger old memories and
past experiences. Use those to help you retain incoming information.

Improve your memory with these courses on mastering your memory, and easy
techniques to improve your memory today.

4. Evaluating

It’s at this stage where you can begin to prepare for your response, but remember:
you’re still a listener, not a speaker. After the message has been absorbed,
processed, and remembered, you can begin to sort the information into pieces.

• What is fact, and what is opinion?

• Was the speaker demonstrating any particular prejudice with their message?
• What portions of the message, if any, were exaggerated?
• What parts of their message were interpreted, and which parts were
unbiased?
• What was the speaker’s intent with their message?

After interpreting the speaker’s message, through a combination of understanding,

retention, and evaluation, you’re ready to form a response.
5. Responding

If you’ve completed the receiving, understanding, remembering, and evaluating

portions of the listening process, responding should be easier than ever. You’ll be
prepared to address the speaker’s most important points, with an awareness of the
circumstances and context surrounding their words.

It’s important to understand the transition between listening and speaking though,
and be aware of the ways responding is still a part of the active listening process.

• Don’t complete the speaker’s sentences. This is a presumptuous and rude

way to segue into your own response. It impedes on the receiving process,
and will make the original speaker want to listen to you less.
• Address the speaker’s points. It will make it easier for the speaker to
transition into a listener when they know exactly what part of their message
you’re addressing.

While each stage seems like a lengthy process, this all happens in a very short
amount of time, and should feel natural during a conversation. All you’re doing by
practicing these tips is making yourself more conscious of the way you
communicate, and the bad habits you should avoid in the listening process.

Listening is the most important part of communication, because if you fail to

understand the message being expressed to you, you will also fail in providing a
substantial and meaningful response. This is the root cause of many arguments,
misunderstandings, and complications, whether at home, school, or work.

Being able to take control of the listening process will turn you into a better
communicator, overall. For further improvement, try out this course on how
conversations work, and the key strategies involved in making them more effective.

Types of listening:-
Here are six types of listening, starting with basic discrimination of sounds and
ending in deep communication.
Discriminative listening
Discriminative listening is the most basic type of listening, whereby the
difference between difference sounds is identified. If you cannot hear
differences, then you cannot make sense of the meaning that is expressed by such
differences.
We learn to discriminate between sounds within our own language early, and
later are unable to discriminate between the phonemes of other languages. This is
one reason why a person from one country finds it difficult to speak another
language perfectly, as they are unable distinguish the subtle sounds that are
required in that language.
Likewise, a person who cannot hear the subtleties of emotional variation in
another person's voice will be less likely to be able to discern the emotions the
other person is experiencing.
Listening is a visual as well as auditory act, as we communicate much
through body language. We thus also need to be able to discriminate between
muscle and skeletal movements that signify different meanings.
Comprehension listening
The next step beyond discriminating between different sound and sights is to
make sense of them. To comprehend the meaning requires first having a lexicon
of words at our fingertips and also all rules of grammar and syntax by which we
can understand what others are saying.
The same is true, of course, for the visual components of communication, and an
understanding of body language helps us understand what the other person is
really meaning.
In communication, some words are more important and some less so, and
comprehension often benefits from extraction of key facts and items from a long
spiel.
Comprehension listening is also known as content listening, informative
listening and full listening.
Critical listening
Critical listening is listening in order to evaluate and judge, forming opinion
about what is being said. Judgment includes assessing strengths and weaknesses,
agreement and approval.
This form of listening requires significant real-time cognitive effort as the
listener analyzes what is being said, relating it to existing knowledge and rules,
whilst simultaneously listening to the ongoing words from the speaker.
Biased listening
Biased listening happens when the person hears only what they want to hear,
typically misinterpreting what the other person says based on the stereotypes and
other biases that they have. Such biased listening is often very evaluative in
nature.
Evaluative listening
In evaluative listening, or critical listening, we make judgments about what the
other person is saying. We seek to assess the truth of what is being said. We also
judge what they say against our values, assessing them as good or bad, worthy or
unworthy.
Evaluative listening is particularly pertinent when the other person is trying to
persuade us, perhaps to change our behavior and maybe even to change
our beliefs. Within this, we also discriminate between subtleties of language and
comprehend the inner meaning of what is said. Typically also we weigh up the
pros and cons of an argument, determining whether it makes sense logically as
well as whether it is helpful to us.
Evaluative listening is also called critical, judgmental or interpretive listening.
Appreciative listening
In appreciative listening, we seek certain information which will appreciate, for
example that which helps meet our needs and goals. We use appreciative listening
when we are listening to good music, poetry or maybe even the stirring words of
a great leader.
Sympathetic listening
In sympathetic listening we care about the other person and show this concern in
the way we pay close attention and express our sorrow for their ills and
happiness at their joys.
Empathetic listening
When we listen empathetically, we go beyond sympathy to seek a truer understand
how others are feeling. This requires excellent discrimination and close attention
to the nuances of emotional signals. When we are being truly empathetic, we
actually feel what they are feeling.
 In order to get others to expose these deep parts of them to us, we also need to
demonstrate our empathy in our demeanor towards them, asking sensitively and
in a way that encourages self-disclosure.
Therapeutic listening
In therapeutic listening, the listener has a purpose of not only empathizing with
the speaker but also to use this deep connection in order to help the speaker
understand, change or develop in some way.
This not only happens when you go to see a therapist but also in many social
situations, where friends and family seek to both diagnose problems from
listening and also to help the speaker cure themselves, perhaps by some cathartic
process. This also happens in work situations, where managers, HR people,
trainers and coaches seek to help employees learn and develop.
Dialogic listening
The word 'dialogue' stems from the Greek words 'die', meaning 'through' and
'logos' meaning 'words'. Thus dialogic listening mean learning through
conversation and an engaged interchange of ideas and information in which we
actively seek to learn more about the person and how they think.
Dialogic listening is sometimes known as 'relational listening'.
Relationship listening
Sometimes the most important factor in listening is in order to develop or sustain
a relationship. This is why lovers talk for hours and attend closely to what each
other has to say when the same words from someone else would seem to be
rather boring.
Relationship listening is also important in areas such as negotiation and sales,
where it is helpful if the other person likes you and trusts you.
Barriers of Effective listening:-
Poor listening skills result in ineffective communication, which will usually have
an adverse impact on the productivityof the individual, the team and the organization
. Here you can find about ten barriers to effective listening and get tips for dealing
with them.
• Effective communication is a valuable skill in the workplace, and listening
properly is the most important part of effective communication.
 Poor listening skills definitely make a huge, negative impact on team morale and
productivity. This situation usually results in conflicts and misunderstandings
among team members, and it creates a negative environment.
Fortunately, listening skills can be learned. The first step is to identify the barriers
to listening. The second step is to consciously implement the tips provided here to
overcome those barriers.
• Excessive Talking
Good conversational skills are an asset, and a person with these skills is more
likely to achieve professional success. However, talking more than necessary is a
barrier to effective communication. People hesitate to interact with a person who
talks excessively without listening to them. They may also get bored, and
excessive talking may be perceived as aggression.

• Try these tips to overcome this habit:

• Think before you speak, and don't speak if you have nothing important to
contribute.
• Practice self-control. Allow the other person to speak.
• Avoid interrupting when the other person is speaking.
• Be aware of indulging in useless talk for the sake of talking.
• Be brief while conveying your thoughts.
• Observe your listener's reactions while speaking.
• Prejudice
Prejudice is a preconceived opinion of feeling, which is usually irrational.
Prejudice is very dangerous and has the potential to bring animosity into the team
and to break team spirit. The reason for a prejudice may be the speaker's race,
religion, age or appearance. A prejudiced person will not make any effort to listen
and understand.
Overcoming prejudice while listening:
• Respect the other person for his or her knowledge and skills, irrespective of the
person's background.
• Make conscious efforts to take charge of your thoughts.
• Consciously avoid taking an "I know what he or she is going to say" attitude
while the other person is speaking.
• Distractions
The four main types of distractions are physical, mental, auditory and visual.
Here's how to avoid this common barrier:
 • Face the person who is speaking.
• Maintain eye contact while the other person is speaking.
• Ensure that you are comfortable.
• Switch off the cell phone.
• Expecting Others to Share Your Personal Beliefs and Values
Everybody has their own personal beliefs and value systems, and it's natural to
want to apply them to others around us. Learn to appreciate that others don't have
to share your beliefs. In fact, their unique perspectives may shine light on problems
and issues that you haven't been able to deal with before!

• Misunderstanding
The inability to hear correctly is one of the many reasons for misunderstanding
what a speaker is trying to communicate. You may think that it's impolite to ask
the speaker to clarify his words or intentions, but that's not the case at all. Most
people will appreciate the fact that you are making a focused effort to really
understand what they are trying to say.

• Interrupting
Interrupting a conversation with improper body language or inappropriate words
will have a negative impact in effective communication. Here are some tips to help
you avoid this barrier to effective listening:
• Listen without interrupting while the other person is speaking.
• If you seek to clarify something, use appropriate body language such as raising
your hand or ask politely for more details (like "I am sorry to interrupt you...").
• Faking Attention
The person who is faking attention is just "hearing" but not "listening." There may
be some eye contact and the person may even be nodding, but the mind is
elsewhere. The person may be thinking about what to have for lunch or what to
wear for the party that evening. Faking attention is a habit for some people, but it
conveys lack of respect and dishonesty.
Try these tips:
• Make it a habit to listen attentively. It is advisable to assume that the other
person knows something that you may not know.
• Avoid thinking about how to reply when the other person is speaking.
• This habit can be overcome by taking notes while the other person is speaking.
• Bringing in Emotions
 Emotions erect barriers to effective communication. A listener's senses are not
likely to be functioning at their optimum level when he or she is angry. Likewise, it
is not possible to understand or appreciate what the speaker is saying if the listener
is excessively sad.
Tip: It is better to avoid conversations when you are angry or excessively sad.

• Noise
Noise is any unwanted sound. It is a great impediment to clear communication. It
is impossible to listen in a noisy environment – it becomes a frustrating experience
for both the speaker and the listener.
• Try to avoid conversations in noisy surroundings.
• Eliminate the source of noise whenever possible. Turn off cell phones, radios
and television sets.
• Fear
Fear is a great barrier to listening. People who are afraid during a conversation are
not likely to listen. They become defensive and tend to argue.
Tips to overcome fear:
• Be aware that fear can only worsen the situation. Listen to what the other person
is about to say without fear.
• Keeping calm will give you mental strength to face any situation.
• Taking a deep breath helps in overcoming fear.
• Great leaders are good listeners. Effective listening is a valuable skill that helps
team members achieve their goals efficiently and improves productivity. This skill
is necessary to stay competitive in the current global scenario. Implementing the
above mentioned tips will definitely help in improving listening skills. It is
possible with self examination and self discipline.

22 - Interviewing Skill-:

Types of Interview:-

Before you go on your interview, you should realize there are several common
types of job interviews. You will definitely want to inquire what type of job
interview you will be going on beforehand so you can best prepare for it. Don’t be
afraid to ask your recruiter what type of job interview will be conducted, as it
serves both of you and the interviewer to know. In this article, I am going to
discuss the six of the most common types of job interviews.

1) Traditional one on one job interview:

The traditional one on one interview is where you are interviewed by one
representative of the company, most likely the manager of the position you are
applying for. Because you will be working with this person directly if you get the
job, he/she will want to get a feel for who you are and if your skills match those of
the job requirements.

You may be asked questions about the experience on your resume, what you can
offer to the company or position. Many times the interviewer will ask you
questions such as “Why would you be good for this job?” or “Tell me about
yourself.” The one on one interview is by far, one of the most common types of job
interviews.

2) Panel interview:

In a panel interview, you will be interviewed by a panel of interviewers. The panel

may consist of different representatives of the company such as human resources,
management, and employees. The reason why some companies conduct panel
interviews is to save time or to get the collective opinion of panel regarding the
candidate. Each member of the panel may be responsible for asking you questions
that represent relevancy from their position.

3) Behavioral interview:

In a behavioral interview, the interviewer will ask you questions based on common
situations of the job you are applying for. The logic behind the behavioral
interview is that your future performance will be based on a past performance of a
similar situation. You should expect questions that inquire about what you did
when you were in XXX situation and how did you dealt with it. In a behavioral
interview, the interviewer wants to see how you deal with certain problems and
what you do to solve them.

4) Group interview:

Many times companies will conduct a group interview to quickly prescreen

candidates for the job opening as well as give the candidates the chance to quickly
learn about the company to see if they want to work there. Many times, a group
interview will begin with a short presentation about the company. After that, they
may speak to each candidate individually and ask them a few questions.

One of the most important things the employer is observing during a group
interview is how you interact with the other candidates. Are you emerging as a
leader or are you more likely to complete tasks that are asked of you? Neither is
necessarily better than the other, it just depends on what type of personality works
best for the position that needs to be filled.

5) Phone interview:

A phone interview may be for a position where the candidate is not local or for an
initial prescreening call to see if they want to invite you in for an in-person
interview. You may be asked typical questions or behavioral questions.

Most of the time you will schedule an appointment for a phone interview. If the
interviewer calls unexpectedly, it’s ok to ask them politely to schedule an
appointment. On a phone interview, make sure your call waiting is turned off, you
are in a quiet room, and you are not eating, drinking or chewing gum.

6) Lunch interview:

Many times lunch interviews are conducted as a second interview. The company
will invite you to lunch with additional members of the team to further get to know
you and see how you fit in. This is a great time to ask any questions you may have
about the company or position as well, so make sure you prepare your questions in
advance.

Although you are being treated to a meal, the interview is not about the food. Don’t
order anything that is too expensive or messy to eat. Never take your leftovers
home in a doggy bag either. You want to have your best table manners and be as
neat as possible. You don’t need to offer to pay; it is never expected for a candidate
to pay at a lunch interview.

Chew quietly and in small bites so you don’t get caught with a mouthful of food
when the recruiter asks you a question.

So, now you have an idea of these six common types of job interviews. However,
no matter what type of job interview you go on, always do your best to prepare for
it the best you can ahead of time so you can do your best and show them the best of
who you are.

Stating and conducting effective interview:-

As a selecting official, you can ease the hiring process and avoid applicant
challenges by being prepared and knowing what you can and cannot do related to
the interview and reference check process. Feel free to click on any of the bolded
terms or phrases to get more detailed information about a particular issue. You
may also refer to the guide

Creating and Asking Interview Questions

Certain questions are inappropriate to ask an applicant and some are illegal. Only
ask questions that are relevant to a person’s ability to perform the job and make
sure that you review the types of interview questions you can ask in advance. Refer
to Interview Do's and Don’ts .
When planning for an interview and drafting interview questions, you need to
determine what skills and competencies are necessary and/or desirable for the
position. The interview questions naturally flow from the skills and competencies
needed to successfully perform the job. Prepare the questions in advance and keep
the questions open ended so that the candidate has an opportunity to expand and
elaborate on his or her answers. Review the Interview Questions Related to Jobs Skill
Sets based on common job skill sets that are needed for many jobs. In addition to
the standard questions, you may also ask different individualized questions
relevant to the applicant’s ability to perform the job based on each applicant’s
experience.
Prior to the interview, review applicant information, education, work experience,
training, job performance, and responsibilities regarding the last three jobs and
question any unusual gaps. Questions about actual past experiences are often
preferable to hypothetical questions where the individual can imagine the best
possible way to handle something rather than how they actually did handle a
situation.

Evaluating Applicant Responses

You should record notes of each applicant’s responses to the standard questions
and the individualized questions on the Interview Questions Form . You may write
your evaluation of the applicant’s response using a consistent method among all
interviewed applicants. For example, you may use a rating scheme of “A, B, C,
etc.” based on your evaluation of the applicant’s ability to perform the job based on
the response.

Conducting the Interview

Start the interview by explaining the organizational structure, the position, work
products, facilities, work environment, employee population, and organizational
philosophy. Ask the applicant all the pre-determined standard and individualized
questions and take notes on the Interview Questions Form . Conclude the interview
by asking the applicant if she or he has any questions and explaining the next step
in the hiring process.

Completing Reference Checks

As a selecting official, you are responsible for conducting reference checks prior to
making a final selection. Checking references before making a final decision can
save time, money, and effort, since it reduces the likelihood of making an
inappropriate selection. Some applicants provide false or exaggerated information.
Prepare a Reference Check Form in advance and write notes on it while completing a
reference check. The following are tips for effectively checking references:
• Once you have selected your final candidates, ask the applicant if you may
contact all of their listed references.
• Ensure that at least one reference is a former or current supervisor and
ensure that all references are individuals who have worked with the
candidate (the immediate past supervisor is usually one of your best
reference sources).
• Always maintain confidentiality and retain your notes from reference
checks.
• Ask open-ended questions such as “What duties did this applicant perform?
• Ask the about the applicant’s strengths and weaknesses.
• Describe your vacant position and ask the reference how he or she feels the
candidate would fit into the position.
• Disregard information about which the reference has no first-hand
knowledge or that is unrelated to the applicant’s skills, performance, and
qualifications.
• Always check more than one reference.
• Listen carefully to the reference’s tone for an indication of underlying
feelings.
• Conduct reference checks on all applicants you are seriously considering for
the position.
• Selection interview:
• What is a selection interview?
• It is a situation in which a personnel selector, through personal contact
provides him with behavior to observe - in order to assess the candidate's
suitability for a post.

What are the Objectives of the Selection Interview

The objective of the selection interview is to predict the candidate's probable

behavior in a particular job situation. The only way this can be done with
any accuracy is by obtaining a sample of his behavior sufficiently typical to
act as a basis for forecasting what he/she will do in the future.

A major problem is that the behavior we observe during the short period of
the interview may be uncharacteristic. A rather ponderous individual, for
instance, may well be able to give the impression of being quite dynamic if
he/she has only to keep it up for half an hour. Thus it is necessary to
supplement the behavior which can be observed directly in face-to-face
contact
 by eliciting as much as possible of the candidates life history the main aim
of the selection interview should therefore be to look at say, twenty or thirty
years behavior, much of which is bound to be highly characteristic of the
individual concerned.

It is important to remember, however, that there are two subsidiary

objectives of the selection interview. Thus we may say that the aim of the
interview is three fold:

• To assess the candidates suitability for the position

• To give information to the candidate

• To present the company in a good light to the applicant

The importance of selection interviewing

The interview is only one of a whole range of selection methods in

existence.

For example, intelligence tasks exist which give information on the

candidates mental agility and aptitude tests can tell us about special aptitudes
for manual dexterity, ability to think spatially, creative ability, etc.

These tasks can highlight the strengths and weaknesses of an individual;

testing in group situation on the other hand, can provide indications of the
ability of people to work together.

However, in spite of widespread and growing criticism of the personal

interview as a selection procedure, it is still by far the most common method.
It is flexible, relatively inexpensive and acceptable to the candidate and
management. The selection interview has other advantages. It has been
discovered that certain areas of information can be assessed more accurately
by interview than by other methods i.e. the candidates interpersonal behavior
and the likelihood of them adjusting to the social aspects of the job situation
and also the candidates motivation to work.
23- Resumes and job Application:-

Job Application Letters-

Connect: Sample Application Letters 1
SAMPLE APPLICATION LETTERS
SAMPLE LETTER 1
Mr. Aryan Mullica
123 Mona Road
Latina TAS 7006
Ph: 0401 300 100
MERT Apprenticeship Centre
Email: [email protected]
Dear Rosie,
Horticulture Traineeship
I am applying for the above position advertised in The Mercury of 19 Feb 2011. I
Work hard and am very willing to learn all the aspects of Horticulture if given the
Chance. I have extensive previous experience in farming but would like to gain a
Qualification.
Since arriving in Tasmania I have worked as a general laborer on fruit farms and
Restaurants around Hobart. Overall my experience covers OH&S, planting,
pruning,
Handling chemicals (including use of PPE), irrigating, thinning & picking,
customer
Service, grocery store owner in Kenya and mixed farming. I am quick to learn new
Skills and I am a good team player.
Attached is my resume giving further details of my work history and skills. I would
be
Happy to answer any questions you may have at an interview.
I look forward to hearing from you soon.
Yours sincerely
Aryan Mullica
24/02/2011
Connect: Sample Application Letters 2
SAMPLE LETTER 2
Ms Lucy Diana
Unit 3, 55 Peaches Rd
Newtown TAS 7004
Ph: 0400 375 120
Email: [email protected]
22 January 2011
Manager
Tucker box Foods
PO Box 583
North Hobart TAS 7002
Dear Sir / Madam
Re: Administrative Assistant Position
I am applying for the Administrative Assistant position as advertised in the
Mercury
On 24 January 2011.
My name is Lucy Diana and I am a former refugee from the Democratic Republic
of
Congo (DRC), arriving in Australia in 2007. In DRC, in the city of Lubumbashi
which
Has a population of 1.4 million people, I worked as a personal assistant and
Administrative secretary performing many roles from accounts to marketing. My
Employment included working for Tenure Mining as a Secretary/Personal
Assistant
And at the Bureau Technique and Skye Air as Secretary and in Marketing. I enjoy
this
Type of work and believe that my achievements were well regarded.
I have good skills in Word, Excel, Database and email & internet applications. I
am
Very friendly, well presented, possess excellent oral communication skills and
time
Management skills.
Since arriving in Tasmania I have been heavily involved in community activities,
with
Both the Tasmanian Congolese community and also the wider community. I have
Been updating my skills to match the needs of the Australian workplace and am
now
Very keen to find employment.
I am available to be interviewed at any time. My resume, giving more details about
My experience is attached.
Yours faithfully
Lucy Diana
Connect: Sample Application Letters 3
SAMPLE LETTER 3
Hark Lantana
205 Barker Highway
Glenorchy TAS 7009
Ph: 6272 4000
M: 0400 887 300
12 December 2010
Ms Melanie Freeman
Howrah Aged Care
Howrah, TAS 7011
Dear Ms Freeman,
Application for Personal Care Assistant Positions
I am applying for any position of Personal Care Assistant within your organization
that may
Be available.
I came to Australia with my family in 2009 after spending nineteen years in a
refugee camp in
Nepal. Since coming to this country I have completed a Certificate III in Aged
Care. This
Included a two week work placement at Crestview Community Services. Duties
I
Performed included:
feeding residents who require support and;
assisting residents with daily living activities such as showering, dressing,
Grooming and toileting.
I also gained experience in communicating with staff, families and residents. I
thoroughly
Enjoyed my work experience at Glenview and wish to obtain employment in a
similar role. I
Enjoy making a difference in the lives of others, particularly the elderly. I have an
80 year old
Mother-in-law who I assist with cooking and laundry. I have a current police
check.
In Nepal I worked for seven years in planning, developing and delivering courses
as a lower
Secondary school teacher for classes ranging from 40 to 60 students per class.
During the
Time I spent in the refugee camp it was essential to work in teams, otherwise life
was
Extremely problematic. I helped set up small teams to liaise with other service
providers such
As Caritas Nepal, UNHCR, Red Cross and Lutheran Services, to ensure basic
services were
Made available to all.
I am a permanent resident of Australia and I live in Glenorchy with my husband
and two
Children. I love life in Tasmania and enjoy working and assisting people in need,
especially
The elderly. I am highly motivated with an excellent work ethic, have a good
understanding of
Workplace safety and culture and can adapt quickly to organizational policies and
Procedures.
A copy of my resume is attached, giving further details of my work history,
training and skills.
I am happy to answer any questions you may have at an interview. I look forward
to hearing
From you soon.
Yours sincerely
Hark Lantana.

Writing solicited Letters:-

Here are some things to keep in mind as you prepare your letter to potential
donors.
♦ As an approved RIF program, you may use the Reading Is Fundamental logo.
The RIF’s logo and school letterhead immediately identifies your project as a
charitable one.

♦ be brief. Present your program and the needs your efforts address in 4-5
paragraphs, of no more than 4-5 short sentences each. Emphasize the results of
your program.
♦ Concentrate on raising funds for books rather than operating expenses.

♦ Give some perspective of the tangible impact of each individual donation. “Every
six dollars will provide a child with three books.”

♦ You may want to suggest how much the person might consider giving ($6, $12,
$60, etc.). Express this in terms of the impact on your program: “A donation of
$60 will serve 10 children in our RIF program for a year.”
♦ Mention your target date for raising the needed funds: “Sending your donation by
(target date) will help us purchase new books in time for our first book
distribution in October.”
♦ Emphasize that all money given will be used locally to directly benefit children.
♦ with their permission, mention other groups or individuals supporting your
project.
♦ be open to other forms of assistance. Time and talents can be as important as
money.

♦ Invite anyone interested in more information to contact you directly.

♦ Extend an invitation to attend an upcoming book distribution.

♦ Make sure each letter contains original signatures. Two signatures are more
authoritative than one!

♦ Look into the possibility of "distributing" your letter at meetings and events
rather than mailing it. Personal contact makes a difference!

The following are sample solicitation letters you may adapt for your program. For
more information, please see the Fundraising Section of the RIF Handbook.

Dear Citizen:
Today, one in five American adults cannot read well enough to understand a want
ad or a road sign, much less a newspaper or simple instructions.
So, what can (your town) do about it? One concrete solution is to encourage
reading at a young age. Reading Is Fundamental (RIF) motivates youngsters to
want to read by letting them choose and keep books they like and by showing
children that reading is fun and important.
The (your town) RIF Program is going into its (# of years) year. Volunteers raise
funds, order books, provide activities, and distribute free books to children in
grades (grade #s). Last year we distributed (# books) books to (# children)
children in three distributions!
You, as a business we patronize, as employer of a parent, a local club, or a parent
yourself, realize the importance of reading. We are asking you to contribute ($
amount), which will buy enough books for (# of kids) children. Of course, any
amount you donate to RIF would be greatly appreciated. In order to have the
funds to order our books for the (month) distribution, all donations must be
received by (date). I will be in touch with you in next week to discuss our RIF
program in more detail. If you have questions before then, please contact me at
(phone number and email).
Please send your contributions with checks payable to:
(Your local RIF address)
Thank you for your support!
Sincerely yours,
Your Name(s)
Title
Ram Kumar.

Resume writing-:
Part 1: RESUME WRITING – WRITE A RESUME THAT GENERATES
RESULTS
This award-winning guide to resume writing will teach you to write a resume
equal to one done by a top-notch professional writer. It offers examples, format
choices, help writing the objective, the summary and other sections, as well as
samples of excellent resume writing. It is the most trusted resume-writing guide
on the planet, used by more than a million people each year.
Writing a great resume does not necessarily mean you should follow the rules you
hear through the grapevine. It does not have to be one page or follow a specific
resume format. Every resume is a one-of-a-kind marketing communication. It
should be appropriate to your situation and do exactly what you want it to do.
Instead of a bunch of rules and tips, we are going to cut to the chase in this brief
guide and offer you the most basic principles of writing a highly effective resume.

Who are we to be telling you how to write your resume? As part of our career
consulting practice, we have coached and advised Fortune 500 C.E.O.s, senior
members of the last few presidential administrations, thousands of mid and early
career professionals, artists, technical people and others in nearly every field of
endeavor.

Our specialty at Rockport Institute Career Change is working with clients who
want to choose or change to a new career, one they will love; work that makes full
use of their talents, fits their personality, their values, and is also practical. Our
staff has been commended for excellence by two U.S. presidents. Our first
book, The Pathfinder: How to Choose or Change Your Career for a Lifetime of
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or read reviews of our books on amazon.com.
Are you an executive or professional looking for an extraordinary, professionally
written resume? As authors of this, the world’s most widely used, regularly
updated guide to resume writing since 1995, we can connect you with the very best
expert resume writers. Send us an email. We’ll get right back to you.

This guide is especially for people looking for a job in the United States. In the
U.S., the rules of job hunting are much more relaxed than they are in Europe and
Asia. You can do a lot more active personal marketing in your resume here. You
may have to tone down our advice a few notches and use a more traditional,
conservative format accepted in your field if you live elsewhere or are in law,
academia or a technical engineering, computer or scientific field. But even when
your presentation must fit a narrow set of rules, you can still use the principles we
will present to make your presentation more effective than your competition’s.

THE GOOD NEWS AND THE BAD

The good news is that, with a little extra effort, you can create a resume that makes
you stand out as a superior candidate for a job you are seeking. Not one resume in
a hundred follows the principles that stir the interest of prospective employers. So,
even if you face fierce competition, with a well written resume you should be
invited to interview more often than many people more qualified than you.

The bad news is that your present resume is probably much more inadequate than
you now realize. You will have to learn how to think and write in a style that will
be completely new to you.

To understand what I mean, let’s take a look at the purpose of your resume. Why
do you have a resume in the first place? What is it supposed to do for you?

Here’s an imaginary scenario. You apply for a job that seems absolutely perfect for
you. You send your resume with a cover letter to the prospective employer. Plenty
of other people think the job sounds great too and apply for the job. A few days
later, the employer is staring at a pile of several hundred resumes. Several
hundred? You ask. Isn’t that an inflated number? Not really. A job offer often
attracts between 100 and 1000 resumes these days, so you are facing a great deal of
competition.
Back to the fantasy and the prospective employer staring at the huge stack of
resumes: This person isn’t any more excited about going through this pile of dry,
boring documents than you would be. But they have to do it, so they dig in. After a
few minutes, they are getting sleepy. They are not really focusing any more. Then,
they run across your resume. As soon as they start reading it, they perk up. The
more they read the more interested, awake and turned on they become.

Most resumes in the pile have only gotten a quick glance. But yours gets read,
from beginning to end. Then, it gets put on top of the tiny pile of resumes that
make the first cut. These are the people who will be asked in to interview. In this
mini resume writing guide, what we hope to do is to give you the basic tools to
take this out of the realm of fantasy and into your everyday life.

Resume format-
You’re Name
Your Street Address
City, State, Zip Code
Telephone number
Email address
Objective:
List your job objective (target) here
Education:
University Name, City, State
Type Degree (full degree name)
Date
Experience:
Job Title
Company name, City, State
Job Description (Use Action Words)
Dates of Employment
Job Title
Company name, City, State
Job Description (Use Action Words)
Dates of Employment
Job Title
Company name, City, State
Job Description (Use Action Words)
Dates of Employment
Activities:
List activities
Honors/Awards:
List honors and awards, publications, etc.