PRESENTATION

AN OVERVIEW

WHAT IS PRESENTATION?
WHAT IS IT’S PURPOSE?
WHAT IT INVOLVES?
WHAT ARE THE PROBLEMS?
WHAT ARE THE SOLUTIONS?
DO’S AND DON’TS?

WHAT IS PRESENTATION?

PASSING, SHOWING AND EXPLAINING OF INFORMATION, IDEAS,

KNOWLEDGE AND SKILLS.

EXAMPLES:
- SALES PRESENTATIONS.
- PRESENTATIONS IN MEETINGS.
- PRESENTATIONS IN SEMINARS, CONFERENCES AND WORKSHOPS.
-
PURPOSE OF PRESENTATION?

DOING BUSINESS.
PASSING INFORMATION, KNOWLEDGE, IDEAS AND SKILLS.
FACILITATING:
- UNDERSTADING,
- SOLVING PROBLEMS,
- MAKING DECISIONS,
- TRAINING AND DEVELOPMENT,

- ETC..

PROBLEMS AND SOLUTIONS

PROBLEMS WITH AUDIENCE PROBLEM:

- THEIR CONDUCT?

SOLUTION:
TELL THEM POLITELY TO CONTROL THEIR BEHAVIOUR.
PROBLEM:
DIFFICULT QUESTIONS?

SOLUTION:
IF YOU DON’T HAVE CORRECT ANSWER, TELL THEM, YOU WILL COME
BACK LATTER, AS YOU DO NOT KNOW THE ANSWER.

PROBLEM:
LACKNESSES IN DELIVERY?

SOLUTIONS:
* DO NOT DELIVER WITHOUT REHEARSAL.

** OVERCOME YOUR LACKNESSES WITH EACH DELIVERY.

PROBLEM:
- TENSION, NERVOUSNESS ETC.?

SOLUTION:
USE APPROPRIATE EXERCISE, UST BEFORE THE DELIVERY.

SOME DO’S ABOUT PRESENTATIONS:

 KNOW ABOUT THE FOLLOWING:

- THE PURPOSE OF PRESENTATION.

- THE TIME ALLOTTED.

- THE LEVEL OF AUDIENCE.

- THE AUDIO-VISUAL AIDS. AVAILABLE AT VENUE.

 ENSURE BEFORE PRESENTATION:

- PREPARING PRESENTATION.
- PREPARING HANDOUTS.
- PREPARING SOFT COPIES.
- PREPARING CHARTS ETC.
- DRESS PROPERLY FOR THE OCCATION.

- HAVE A LOOK OF THE VENUE AT LEAST AN HOUR IN ADVANCE.

-
CHECK THE AUDIO-VISUALS ETC..
 - DO BREATHING EXERCISE JUST BEFORE START OF PRESENTATION.

 DURING PRESENTATION:

- USE MODULATION OF VOICE DURING PRESENTATION,

APPROPRIATELY.

- USE ALLIED AUDIO-VISUALS.

- HAVE EYE-CONTACTS.

- HAVE SMILING DISPOSITION.

SOME DON’TS

- PREPARES TILL LAST MINUTE.

-
- CREATES TENSION AND ANXIETY.
- DOES NOT USE A CHECK LIST.
- HANDLES SITUATION, IMPROPERLY.
- GETS ANGRY WITH DIFFICULT AUDIENCE OR QUESTIONS.

MEETING : AN OVER VIEW

 MEANING?
 PURPOSE?
 TYPE?
 HOW TO CONDUCT?
 HOW TO PARTICIPATE?
 HOW TO WRITE MINUTES?

MEANING OF MEETING:
GATHERING OF EMPLOYEES, AT A FIXED PLACE AND TIME, TO DISCUSS
PRE-SET AGENDA AND TO MAKE DECISION(S) OR TO PASS ON
INFORMATION AND CLARIFY DOUBTS.

PURPOSE OF MEETING:
 TO DISCUSS PRE-SET AGENDA.
 TO TAKE DECISION (S) ON VARIOUS POINTS OF THE AGENDA OF
THE MEETING.
  TO GENERATE ALTERNATIVE SOLUTIONS OR IDEAS TO SOLVE
PROBLEMS.
 TO PASS ON INFORMATION.
 TO CLARIFY DOUBTS.

TYPES OF MEETINGS:

 INFORMATIVE.
 CONSULTATIVE.
 EXECUTIVE (DECISION MAKING), AND
 COMBINATION OF ABOVE.

HOW TO CONDUCT A MEETING:

EFFECTIVENESS OF A MEETING DEPENDS ON THE FOLLOWING

DIMENTIONS:

 PARTICIPATION OF MEMBERS, NEGATIVELY OR POSITIVELY.

 FOCUS ON THE AGENDA POINTS.
 DICUSSIONS AND NOT ARGUMENTS.
 QUALITY OF SOLUTIONS OR DECISIONS.

HOW TO PARTICIPATE EFFECTIVELY:

 ASK THREE QUESTIONS:

- ARE YOU SATISFIED WITH QUALITY OF PARTICIPATION?

- IF NOT, WHAT IS THE DIFFICULTY?
- HOW CAN YOU IMPROVE?

 BE BRIEF, TO THE POINT AND KEEP IN MIND THE COMMENTS OF

OTHERS RELEVANT TO THE AGENDA POINT.
 THINK LOGICALLY AND CREATIVELY, BOTH.
 DO NOT ATTACK THE MEMBER, BUT THE ISSUE.
 GIVE YOUR NEGATIVE COMMENTS, TACTFULLY.
 LISTEN TO OTHER MEMBERS.
 DISAGREE, AGREEABLY.
 DO NOT TAKE CRITICISM, PERSONALLY TO AVOID ANGER.
 CHECK YOUR BODY LANGUAGE.
 HOW TO WRITE MINUTES:

EXAMPLE:+

MEETING NO. 12 TIME: 3.15 P.M.

DATE: 21.3.2008 PLACE: MEETING ROOM
PRESENT:
1. P.K. TIWARI, President.
2. T.B. Bose, Manager – HR
3. S. Kumar, Librarian.
4. H. Hameed, Secretary.
ABSENT: 1. B.K.Sharma, Labour Officer.

Item Subject Action by

Meeting was called to order at 3.15 P.M. by
1. President.
Minutes of the last meeting were read and
2. accepted.
3 T. B. Bose was elected Chairman of the Grievance
Committee. T.B.Bose
4 Motion moved and passed order a copy of H. Hameed
“Indian Worker” for Union.
5. Motion moved and passed that S. Kumar
Meeting of all Union Reps. Be called to brief on
Bonus Act.
6. Next meeting called on21.4. 2008. All
7. Meeting adjourned at 4.15 PM

XYZ/-
SIGNED BY SECRETARY

NON – VERBAL COMMUNICATION

BODY LANGUAGE

 MEANING.
 REFLECTION OF THOUGHTS, FEELINGS AND POSITION.
 IMPORTANCE OF BODY LANGUAGE.
 FACIAL EXPRESSIONS.
  EYE CONTACT.
 GESTURES.
 HEAD, BODY SHAPE AND POSTURE.
 APPEARANCE.
 ADVANTAGES OF BODY LANGUAGE.
 LIMITATIONS OF BODY LANGUAGE.
 USE OF BODY LANGUAGE IN MEETINGS, PRESENTATIONS AND
DELIVERY OF SPEECH.

MEANING:

COMMUNICATION THROUGH BODY PARTS WITHOUT USING ANY

WORD, IS KNOWN AS BODY LANGUAGE.

AS PER SCIENTIFIC ANALYSIS PERCENTAGE OF DIFFERENT ASPECTS

OF COMMUNICATION IS AS FOLLOWS:

VERBAL COMMUNICATION – 7%

BODILY MOVEMENTS,
GESTURES, POSTURES ETC - 55%

VOICE TONE, INFLECTION

ETC. – 38%

REFLECTION OF THOUGHTS, FEELINGS AND POSITION:

 ALL BODILY MOVEMENTS, POSTURES, GESTURES ETC.

ARE GUIDED BY THOUGHT PROCESS, EMOTIONS ETC..

 THE BODY ACTIONS SPEAK LOUDER THAN WORDS.

 WHEREAS, LANGUAGE USES, SET OF SYMBOLS TO CONVEY

MEANING.

 BODY CARRIES MESSAGES, ATTITUDES, STATUS RELATIONSHIPS,

MOODS, WARMTH/INDIFFERENCE, POSITIVE/NEGATIVE
FEELINGS ETC..

* THE BODY SYMBOLS, THROUGH INFERENCE, ARE INTERPRETED

TO UNDERSTAND THE MEANING OF BODY LANGUAGE.

IMPORTANCE OF BODY LANGUAGE:

 BODY LANGUAGE CONSTITUTES MAJOR PART OF THE
COMMUNICATION PROCESS i.e. 55%. THUS, IT’S IMPORTANCE IS
NO LESS THAN VERBAL AND VOICE TONE ETC..

 FACIAL EXPRESSIONS:

IT REFLECTS THE RELATIONSHIP BETWEEN TWO OR MORE

PEOPLE,

THEIR STATUS IN THE ORGANISATION, WHAT SIGNALS,

FEELINGS ARE SENT, WHETHER THE COMMUNICATION IS
UNDERSTOOD OR NOT, WHETHER LISTENING IS HAPPING
OR NOT, WHAT IS GOING ON WITHIN THE MINDS OF THE
CONCERNED PEOPLE.

* EYE CONTACT:

IN ALL, FACE TO FACE COMMUNICATION, IT IS OF PARAMOUNT

IMPORTANCE. EYE CONTACT AND MOVEMENT OF EYES
FACILITATE COMMUNICATION FEED BACK IN COMBINATION
WITH OTHER FACIAL EXPRESSIONS.

 GUESTURES:

IN ADDITIONAL TO EYE CONTACT AND FACIAL EXPRESSIONS,

OTHER PARTS OF THE BODY ALSO MOVE AND MEANINGFULLY
CONVEY.

 HEAD, BODY SHAPE AND POSTURE:

IN FACE TO FACE COMMUNICATION, MEETING OR INTERVIEW,
IT TELLS ABOUT THE MENTAL STATUS AND RELATIONSHIP OF
THE PERSONS INVOLVED IN COMMUNICATION.

BEHAVIOURAL SCIENTISTS HAVE DEVIDED THE BODY SHAPE

INTO 3 GROUPS:

- THIN, YOUTHFUL AND TALL.

- STRONG, ATHELETIC MUCULAR AND BODY.
- FAT, ROUND AND SOFT.

 APPEARANCE:

CLOTHING, HAIR, JEWELLARY, COSMETICS ETC. ARE RELATED

TO FACE, EYES, GESTURES, POSTURES ETC. THEY CONVEY
 ‘MEANING’ IN NON-VERBAL FORM.

 ADVANTAGES OF BODY LANGUAGE:

- IT HELPS THE RECEIVER OF THE COMMUNICATION IN

DECODING THE SAME.

- IT SUPPORTS VERBAL COMMUNICATION.

- IT HELPS IN ESTABLISHING RAPPORT.

- IT ADDS INTENSITY TO THE COMMUNICATION PROCESS.

- IT HELPS IN IMPROVING OVERALL WORKING CULTURE.

 LIMITATIONS OF BODY LANGUAGE:

- BEING NON-VERBAL, IT IS NOT TOTALLY RELIABLE AND

NOT TAKEN ALWAYS SERIOUSLY.

- PEOPLE WITH DIFFERENT CULTURAL BACK GROUNDS

SEND OUT DIFFERENT BODY SIGNALS. THUS, COULD BE
MISINTERPRETED.

- IMPACT OF BODY LANGUAGE DEPENDS ON LISTERN’S

ATTENTIVENESS.

- USE OF BODY LANGUAGE IN LARGE GATHERING IS

NOT VERY EFFECTIVE.

 EFFECTIVE USE OF BODY LANGUAGE IN MEETINGS:

- MIND THE BODY – TALK IN DAY TO DAY COMMUNICATION.

- KNOW THE PRACTICES OF BODY LANGUAGE FOR
DIFFERENT OCCASIONS.
- MAINTAIN EYE CONTACT.
- WHILE SPEAKING IN THE MEETING DO NOT POINT
WITH FINGERS TOWARDS ANY MEMBER.
- WHILE MAKING A POINT DO NOT LOOK ELSE WHERE
THAN THE MEMBER OR MEMBERS.
- TTACK THE PROBLEM NOT THE PERSON.
- KEEP THE MOOD UNDER CONTROL AND DISPOSITION
PLEASANT.
- USE SUITABLE TONE, WHILE MAKING YOUR POINT CLEAR.
 ******

 EFFECTIVE USE OF BODY LANGUAGE IN

PRESENTATIONS AND DELIVERING SPEECH.

- MIND THE BODY – TALK IN DAY TO DAY COMMUNICATION.

- KNOW THE PRACTICES OF BODY LANGUAGE FOR

DIFFERENT OCCASIONS.

- MAINTAIN EYE CONTACT. DO NOT LOOK ELSE WHERE.

- MATCH THE TONE OF YOUR VOICE AND THE BODY

LANGUAGE.

- USE COMMON AND SIMPLE BODY SIGNALS AS PER THE

UNDERSTANDING OF THE AUDIENCE.

- USE LIMITED BODY SIGNALS. CONTROL THE

MOVEMENT OF HANDS.

- DO NOT POINT FINGER AT THE AUDIENCE.

- DO NOT MOVE WHILE DELIVERYING SPEECH.

IN CASE OF PRESENTATION ALSO RESTRICT THE
MOVEMENT. IN NO CASE, SHOW YOUR BACK TO THE
AUDIENCE.

- DO NOT STAND UPRIGHT THAN REQUIRED.

- DO NOT KEEP HAND(S) IN THE POCKET.

- KEEP THE DISPOSITION PLEASANT, BUT SERIOUS.

*****
 WRITTEN COMMUNICATION
(LETTER WRITING)
_____________________________________________________________________________

FOUR CONSIDERATIONS OF A BUSINESS LETTER:

1. SUBJECT.
2. PURPOSE.
3. AUDIENCE.
4. STYLE/ORGANISATION.PARTS OF BODY OF A LETTER.

PART-1:
STATE THE PLURPOSE.

PART 2:
EXPLAIN WHAT YOU WANT.

PART 3:
REQUEST ACTION, CONCLUDE OR THANK THE
READER FOR HIS RESPONSE.

PARTS OF A BUSINESS LETTER

1. LETTER HEAD.
2. MAILING INSTRUCTIONS.
3. DATE.
4. FILE NUMBER.
5. CONFIDENTIAL.
6. INSIDE ADDRESS.
7. ATTENTION LINE.
8. SALUTATION.
 DEAR SIR/MADAM.
 DEAR Mr./Ms PANDE.
 LADIES/GENTLEMEN.
  TO WHOM IT MAY CONCERN.

9. SUBJECT LINE.

10. BODY OF THE LETTER.

11. COMPLIMENTATY CLOSE.

 SINCERELY YOURS.
 VERY TRULY YOURS.
 CORDIALLY.
 SINCERELY.
 RESPECTFULLY.

12. SIGNATURE.
13. ENCLOSUER (ENCL.).
14. POST SCRIPT.
15. COPY TO.
16. INITIALS (CAPITAL LETTERS) OF SIGNATORY AND THE
TYPIST (SMALL LETTERS)
____________________________________________________________________________
NOTE: DEPENDING UPON THE NEED AND FORMAT ADOPTED BY AN
ORGANISATION, THE PARTS OF A BUSINESS LETTERS ARE USED.
_____________________________________________________________________________

FORMAT OF A BUSINESS LETTER

 SIX FORMATS COMMONLY USED:

1. BLOCK.
2. MODIFIED BLOCK.
3. MODIFIED SEMI-BLOCK
4. SIMPLIFIED.
5. HANGING INDENTED.
6. MEMO.

*****
 BLOCK FORMAT
CAPITAL FURNITURE LTD.
Letter Head 57, Kings Way, Pune – 411 009
(Tel: 01-20-123456 Fax: 91-20-567890)

Date Aug 24, 2009

File No.. No. CFL/F/29
The Manager,
Address Capital Suppliers,
69, Mount Road,
Chennai - 27
Attention: Mr. M. K. Nair.
Attention Line Subject: Supply of Furniture.
Subject Line Dear Mr. Nair,
Salutation
xxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxx.
Body
Contents xxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxx.
Sincerely,

Complimentary Close (A.B.Basu)

Manager (P)
Name and Designation.
Postscript PS: xxxxxxxxxxxxxxxxx

Addl. Infor. ABB/mkp

Mailing Instructions
xxxxxxxxxxxxxxxxxxxx.

MODIFIED BLOCK FORMAT

CAPITAL FURNITURE LTD.
Letter Head 57, Kings Way, Pune – 411 009
(Tel: 01-20-123456 Fax: 91-20-567890)
Date and File No. No. CFL/F/29 Aug 24, 2009

Address The Manager,

Capital Suppliers,
 69, Mount Road,
Chennai - 27

Salutation Dear Mr. Nair,

xxxxxxxxxxxxxxxxxxxxxxxxxxxx
Body xxxxxxxxxxxxxxxxxxxxxxxxxx.
Contents
xxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxx.

Sincerely,
Complimentary Close
(A.B.Basu)
Name and Designation. Manager (P)

Additional
Information ABB/mkp
(IN LEFT MARGIN)

MODIFIED SEMI-BLOCK FORMAT

CAPITAL FURNITURE LTD.
Letter Head 57, Kings Way, Pune – 411 009
(Tel: 01-20-123456 Fax: 91-20-567890)

Date and No. CFL/F/29 Aug 24, 2009

File No.

Address The Manager,

Capital Suppliers,
69, Mount Road,
Chennai - 27

Salutation Dear Mr. Nair,

xxxxxxxxxxxxxxxxxxxxxxxx
Body xxxxxxxxxxxxxxxxxxxxxxxxxx.
Contents
xxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxx.

Complimentary Close Sincerely,

Name and Designation. (A.B.Basu)

Manager (P)
Additional ABB/mkp
Information (IN LEFT MARGIN)

SIMPLIFIED LETTER FORMAT

CAPITAL FURNITURE LTD.
Letter Head 57, Kings Way, Pune – 411 009
(Tel: 01-20-123456 Fax: 91-20-567890)

Date No. CFL/F/29

File No. Aug 24, 2009

Address The Manager,

Capital Suppliers,
69, Mount Road,
Chennai - 27

Subject Line Subject: Supply of Furniture.

xxxxxxxxxxxxxxxxxxxxxxxxxxxx
Body xxxxxxxxxxxxxxxxxxxxxxxxxx.
Contents
xxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxx.

Name and Designation. (A.B.Basu)

Manager (P)

Additional ABB/mkp
Information (IN LEFT MARGIN)

HANGING INDENTED LETTER FORMAT

CAPITAL FURNITURE LTD.
Letter Head 57, Kings Way, Pune – 411 009
(Tel: 01-20-123456 Fax: 91-20-567890)

File No. No. CFL/F/29 Aug 24, 2009

Date
Address The Manager,
Capital Suppliers,
69, Mount Road,
Chennai - 27

Salutation Dear Mr. Nair,

Body xxxxxxxxxxxxxxxxxxxxxxxxxxxx
Contents xxxxxxxxxxxxxxxxxxx.

xxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxx.

Complimentary Close. Sincerely,

Name and Designation. (A.B.Basu)

Manager (P)

Additional ABB/mkp
Information (IN LEFT MARGIN)

MEMO. FORMAT
MEMORANDUM

File No. No. CFL/F/29

Date Aug 24, 2009

Address The Manager,

Capital Suppliers,
69, Mount Road,
Chennai - 27

Subject Line Subject: Supply of Furniture.

xxxxxxxxxxxxxxxxxxxxxxxxxxxx
Body xxxxxxxxxxxxxxxxxxxxxxxxxx.
Contents
xxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxx.
 (A.B.Basu)
Name and Designation. Manager (P)

CC to: Mr. S. K. Rao.

Additional ABB/mkp
Information (IN LEFT MARGIN)

WRITING COLLECTION LETTER

-PLANNING TO WRITE-
___________________________________________________________________________

STEP – 1:
I. CHECK THE SPLELLING OF NAME OF THE RECIPIENT.

II. USE GENDER-SPECIFIC TITLE, IF YOU ARE SURE.

STEP – 2:
I. THE 1ST PARA OF THE LETTER SHOULD EXPLAIN
THE DETAILS OF PAYMENT DUE.

STEP – 3:
I. SECOND PARA SHOULD STATE WHEN THE PLAYMENT WAS
DUE AND PENALTY, IF ANY.

II. COMPANY POLICY, IF ANY.

STEP – 4:
I. 3RD PARA SHOULD INCLUDE, DEADLINE FOR PAYMENT OF
THE BILL WITH PENALTY, INITIALLY. IF THE DEFAULT
CONTINUES, IT COULD ATTRACT LOSS OF CREADIT
OR INVOLVEMENT OF A COLLEGECTION AGENCY.

STEP – 5:
I. FINAL PARA OF THE LETTER SHOULD ENCOURAGE THE
RECIPIENT TO MAKE PAYMENT OR TO CALL YOU
TO ARRAGNE PAYMENT SCHEDULE.
 ******

CHECKLIST
FOR
WRITING COLLECTION LETTER
_____________________________________________________________________________

CHECK THE FOLLOWING:

 THE NAME AND SPELLING OF THE RECIPIENT.

 THE TONE OF THE LETTER – FIRM BUT, UNDERSTANDING.
 AMOUNT DUE.
 ORIGINAL DUE DATE OF THE BILL.
 STATING PENALTIES, IF ANY.
 IF NECESSARY, SUGGESTING ANY ALTERNATIVE PAYMENT
PLAN.
 GRACE PERIOD GIVEN, IF ANY.
 NEW DEADLINE, IF ANY.
 CONSEQUENCES OF FURTHER DEFAULT, IF ANY.

*****

NOTIFICATION LETTER FORMAT

CAPITAL FURNITURE LTD.
Letter Head 57, Kings Way, Pune – 411 009
(Tel: 01-20-123456 Fax: 91-20-567890)

File No. No. CFL/F/29

Date Aug 24, 2009

Address The Manager,

Capital Suppliers,
69, Mount Road,
Chennai - 27
Salutation Dear Mr. Nair,

State the Thank you for shopping with us. We appreciate your business
Concern and know that you want to keep account current with us.

On July 15, 2009, you purchased Rs. 3,20,000 of furniture

State the- items from us. Your payment is now over due.
Situation

Indicate the In the credit agreement you signed, you agreed to pay off your
Deadline bill within one month from the date of purchase. The payment
was due by 14th Aug., 2009. Please send the payment, now.

Indicate the Failure to make the payment, shall attract penal interest @
Consequences 2% per month, as per the terms of the agreement.

Indicate the Contact You may call me at 020-123457, if you have any query or
concerns.

Indicate goodwill Your continued patronage is important to us.

Complimentary Close Sincerely,

Name and Designation. (A.B.Basu)

Manager (P)

Additional ABB/mkp
Information (IN LEFT MARGIN)

WRITTEN COMMUNICATION
(LETTER WRITING)
ELEMENTS OF EFFECTIVE LETTER WRITING:

 LETTERS – MOST IMPORTANT MEANS OF AN ORGANISATIONAL

COMMUNICATION. THEREFORE, NEEDS TO BE HANDALED,
EFFECTIVELY.

ELEMENTS OF EFFECTIVE LETTER WRITING:

1. SIMPLICITY.

EXAMPLE OF:

NOT A GOOD WAY OF WRITING:

“WE HAVE PAID MR. X Rs. 300/- AS PER HIS DUPLICATE RECEIPT,
ENCLOSED HEREWITH.”

REASON FOR OBJECTION:

“AS PER” IS VAGUE AND NOT REQUIRED.

“HERE WITH” IS NOT A LIVING ENGLISH.

SUGGESTED ALTERNATIVE:
“WE HAVE PAID Mr. X, Rs. 300/- AND SEND YOU
HIS DUPLICATE RECEIPT.

EXAMPLE-II-

NOT A GOOD WAY OF WRITING:

“WE APPLOGISE FOR THE DELAY AND WE TRUST THAT YOU MAY
NOT BE SERIOUSLY INCONVENIENCED THEREBY.”

REASON FOR OBJECTION:

i. THE USE OF QUASI-LEGAL

“INCONVENIENCED THEREBY” SUGGEST THAT THE
APPLOGY IS ONLY FORMAL.

ii. THE SECOND STATEMENT IS SUPERFLUOUS.

SUGGESTED ALTERNATIVE:

“WE SEND OUR DEEP APPOLOGY FOR THE DELAY.”

2. CONVERSATIONAL STYLE:

INSTEAD OF DULL AND STIFF, THE FRIENDLY AND ‘TALKING’

STYLE IS BETTER.

EXAMPLE:

INSTEAD OF – STIFF STYLE:

 “I HOPE THIS MEETS YOUR REQUIREMENT AND APPROVAL”

SUGGESTED ALTERNATIVE –

“ I HOPE YOU APPROVE.”

3. CLARITY OF GOAL:

 MEANS, THE OBJECTIVE OF THE LETTER. THE OBJECTIVE

SHOULD BE CLEAR TO THE WRITER AND THE ADDRESSEE.

EXAMPLE - ABSTRACT:

“ THANK YOU FOR YOUR LETTER DATED, SHOWING YOUR

INTEREST IN REPRESENTING OUR PRODUCTS IN INDIA.

PRESENTLY, WE HAVE A REPRESENTATIVE IN INDIA, WHOSE SERVICES

ARE QUITE SATISFACTORY. SHOULD WE REQUIRE ANY ADDITIONAL
REPRESENTATIVE, IN FUTURE, WE WILL CONSIDER YOUR REQUEST,
THANK YOU FOR YOUR INTEREST IN US.”

4. PUBLIC RELATIONS ASPECT:

 THE WAY AN ORGANISATION CONDUCTS IT SELF IT’S IMAGE IS

BUILT IN PUBLIC, ACCORDINGLY.

 COMMUNICATION IS ONE OF THE IMPORTANT TOOLS TO BUILD

ORGANISATION IMAGE.

EXAMPLE:

LETTERS WRITTEN IN FRIENDLY, PERSONALISED AND PROFESSIONAL

MANNER CREATE GOOD IMAGE OF THE COMPANY IN THE EYES OF
THEIR CUSTOMERS AND PUBLIC, IN GENERAL.

5. YOU- ATTITUDE:

 SINCE EVERY PERSON IS INTERESTED IN HIMSELF OR HERSELF

AND FURTHERING OWN INTEREST, EXPERT SAY, INSTEAD OF
USING “I” OR “WE” IN COMMUNICATION, “YOU” SHOULD BE
USED TO INFLUENCE OTHERS.

EXAMPLE:

“WE - ATTITUDE”
- WE HAVE RECEIVED YOUR LETTER OF 15TH JUNE.
 “ YOU- ATTITUDE”
- THANK YOU FOR YOUR LETTER OF 15TH JUNE.

“WE – ATTITUDE”
- WE HAVE SHIPPED THE TWO DOZEN STEEL RACKS
ORDERED BY YOU.

“YOU – ATTITUDE”
- YOUR TWO DOZEN STEEL RACKS SHOULD REACH YOU
SOON / WITH THIS LETTER.

6. COURTESY:

 AN ELEMENT OF ANGER OR PREACHING SPOILS THE

COMMUNICATION, WHICH NEED TO BE AVOIDED,
AT ANY COST.

EXAMPLE:

“WE CANNOT PERMIT ANY FURTHER.”

ADOPTING “YOU- ATTITUDE”, FOR MUTUAL BENEFIT, WILL

SERVE THE PURPOSE.

TONE OF COMMUNICATION SHOULD BE DEVOID OF

OUT DATED COLD STYLE.

EXAMPLES:
“ ………AS YOU WILL AGREE,”

“WE WISH YOU ALL THE BEST”

7. PERSUATION:

 SELLING OF AN IDEA, PRODUCT OR SERVICE, REQUIRES

PERSUATION.

THE BASIC PURPOSE OF WRITING A LETTER IS TO INFLUENCE

TO SELL OR EXPLAIN A VIEW POINT.

8. SINCERITY:

 IF THE READER BELIEVES IN WHAT THE WRITER SAYS,

IT SHOWS THE GENUINE INTEREST OF THE WRITER.

THE TONE AND LANGUAGE USED WILL EXHIBIT THE

 GENUINE OR FALSE INTEREST OF THE WRITER.

EXAMPLES:

WORDS OF EXAGGERATION LIKE “EXTRA-ORDINARY”

“ SENSATIONAL” “AMAZING”
“ GREATEST” ETC. SHOULD BE AVOIDED IN BUSINESS LETTER.

9. POSITIVE LANGUAGE:

 ONE OF THE GOALS OF WRITING BUSINESS LETTER, IS TO BUILD

RELATIONSHIP.

POSITIVE WORDS STIR UP POSITIVE FEELINGS AND NEGATIVE

WORDS NEGATIVE FEELINGS. THEREFORE, NEGATIVE WORDS
LIKE – “REFUSE, FAILURE, NO, DO NOT, MISTAKE, ETC.” SHOULD
BE USED WITH POSITIVE SUBSTITUTES.

10. DUE EMPHASIS:

 USE OF SUITABLE WORDS AND PLACING THEM PROPERLY, IN A

SENTENCE AND PARAGRAPH,
HELP IN EXPRESSING DUE EMPHASIS.

NORMALLY, WORDS PLACED IN FOLLOWING POSITIONS,

CARRY MORE WEIGHT THAN IN THE MIDDLE:

- 1ST AND LAST SENTENCES OF A LETTER.

- 1ST AND LAST SENTENCES OF A PARAGRAPH. AND
- 1ST AND LAST WORDS OF A SENTENCE.
-
USE OF SENTENCES:
- SHORT/SIMPLE FOR ASSERTION.
- LONG/COMPLEX FOR CONTRAST,
CODITIONS, CONCESSIONS ETC..

11. COHERENCE:

LOGICAL ORDER, CAREFUL USE OF LINKAGES AND PRONOUNS,

MAKE A LETTER, EFFECTIVE.
 EXAMPLES OF LINKAGES:

BESIDES, LIKEWISE, HOWEVER, THEREFORE, ETC..

EXAMPLES OF PRONOUNS:

THAT, THESE, HE, SHE, THEM, ETC..

12. CARE FOR CULTURE:

DEPENDING ON THE BUSINESS COMMUNICATION CULTURE

OF A COUNTRY, SUITABLE USE OF WORDS IS IMPORTANT IN
LETTERS, SO THAT THE RECEIVER IS NOT OFFENDED.

13. TACTFUL APPROACH:

WRITING BUSINESS LETTERS, MORE OFTEN THAN NOT,

REQUIRES TO DECIDE ON TACTICAL APPROACHES i.e. DIRECT,
INDIRECT OR MIDDLE APPROACH.

EXAMPLES:

i. CONVEYING GOOD NEWS DIRECT APPROACH.

ii. CONVEYING BAD NEWS INDIRECT APPROACH.

iii. AWARDING CONTRACTS MIDDLE APPROACH.

14. ETHICAL STANDARD:

 PERSUATION AND TACTFULNESS, DO NOT MEAN THERE IS

NO ROOM FOR ETHICS IN BUSINESS.

ETHICAL STANDARDS ARE IN- BUILT IN EVERY

COMMUNICATION OF AN ORGANISATION –

SINCERETY, HONESTY, COMMITMENT, CARE,

CULTURE, FEELINGS, RESPECT FOR OTHERS, ETC.
THROUGH THE USE OF LANGUAGE, WORDS AND
TONES IN COMMUNICATIONS.

*****
 BUSINESS REPORT WRITING

 WHAT IT IS?

 PURPOSE?

 TYPES OF BUSINESS REPORTS?

 STRUCTURE?

 LANGUAGE?

 STYLE?

 HOW TO WRITE A REPORT?

WHAT IS A REPORT?

A REPORT IS A “ STATEMENT OF WHAT HAS HAPPENED”.

OR

“DESCRIBING A STATE OF AFFAIRS”.

WHAT IS A BUSINESS REPORT?

IT IS SUPPOSED TO EXAMINE:

 SITUATIONS,
 PROBLEMS.
 ACTION TAKEN OR
 FINDINGS OF AN INVESTIGATION.
PURPOSE OF REPORT:

 TO BRING INFORMATION TO THE NOTICE OF THE SENIOR

MANAGEMENT TO TAKE DECISION.

 REQUEST FOR ACTION, OR

 SUGGESTION TO TAKE ACTION.

TYPES OF BUSINESS REPORTS:

1. ANNUAL REPORT.

2. A LETTER- STYLE REPORT.

3. A SCHEMATIC REPORT.

1. ANNUAL REPORT:

 PRESENTED AT ANNUAL GENERAL MEETING.

 CONTAINS BUSINESS HIGH LIGHTS OF PAST

ONE YEAR AND FUTURE PROSPECTS.

 APPROVAL OF GOVERNING BOARD.

2. A LETTER-STYLE REPORT:

 COVERING MAINLY ONE TOPIC –

 TO MAKE REQUEST,

 PASS INFORMATION,

 TO SUGGEST ACTIONS, OR

 TO BRING SOME MATTER TO THE NOTICE OF STAFF

OR SENIORS MANAGEMENT.

3. A SCHEMATIC REPORT:

 DEALS WITH NUMBER OF TOPICS.

 NORMALLY, REQUESTEDBY A SENIOR MANAGEMENT.

  PRESENTED IN PARTICULAR FORMAT WITH SPECIFIC
HEADINGS.

 WRITTEN LIKE AN ESSAY, LOGICAL SEQUENCE OF

IDEAS AND SIMPLE LANGAGE.

A SCHEMATIC REPORT:

1. TERMS OF REFERENCE:
 PURPOSE * AUTHORITY
 SCOPE OF ACTIVITY OR
ENQUIRY.

2. ACTION TAKEN:
 BY THE AUTHORISED
PERSON, AND
 WHAT ACTION WAS TAKEN.

3. FINDINGS:
 DETAILS OF WHAT WAS DONE, OBSERVED AND FOUND.

4. CONCLUSIONS:
 BASED ON EVIDENCE,
THE CONCLUSIONS DRAWN.

5. RECOMMENDATIONS:
 SUGGESTED COURSE OF ACTION, IF ANY.

STRUCTURE OF REPORT:

 COVERING LETTER.
 COVER PAGE.
 SUMMARY OF THE REPORT.
 INDEX.
 THE REPORT:
- INTRODUCTION.
- PURPOSE.
- SCOPRE AND COVERAGE.
- PROCEDURE
(WHAT WAS DONE AND
HOW WAS IT DONE i.e.
METHODOLOGY ADOPTED).
- INFORMATION COLLECTED.
- ANALYSIS OF DATA
 OR INFORMATION.
- OBSERVATIONS.
- CONCLUSIONS.
- RECOMMENDATIONS.

HOW TO WRITE A REPORT:

 COLLECT THE MATERIALS.

- ALL RELEVANT MATERIALS, DOCUMENTS, NOTES
ETC..
 PLAN TO WRITE REPORT:
- CONSIDER THE FOLLOWING:
- PURPOSE.
- UTILITY.
- USER.
- AIM.
- RELEVANT AND IRRELEVANT INFO.
- LOGICAL SEQUENCE.
- DECIDING ABOUT ILLUSTRATIONS AND DIAGRAMS.
- DRAFTING WORKING PLAN.

* DRAFT THE REPORT:

- WRITE INTRODUCTION:
(SUBJECT, PURPOSE AND
SUMMARY.

- WRITE BODY OF THE REPORT.

- WRITE CONCLUSIONS AND

RECOMMENDATIONS.

- SUMMARISE IN A SENTENCE.

* EDIT THE REPORT:

- ENSURE, IF ALL POINTS ARE COVERED.

- CHECK SPELLINGS, PUNTUATIONS, GRAMMER ETC.

- CHECK ILLUSTRATIONS.

- FINALLY, IF POSSIBLE, ASK SOME ONE TO GO THROUGH

AND GIVE COMMENTS.
 *****

CROSS CULTURAL COMMUNICATION

EVEN THOUGH LINGUISTIC AND CULTURAL BARRIERS CANNOT BE

OVERCOME COMPLETELY, YET IT IS POSSIBLE TO COMMUNICATE
EFFECTIVELY WITH PEOPLE OF OTHER COUNTRIES, IF EFFORTS ARE MADE
TO LEARN ABOUT THEIR BUSINESS COMMUNICATION PRACTICES.

 IN ARAB COUNTRIES – DON’T TURN DOWN FOOD OR DRINK. ALSO

DON’T BE IN A HURY TO ACCEPT THE SAME. CUSTOMARY
REFUSAL (I DON’T WANT TO PUT YOU TO ANY TROUBLE) IS
EXPECTED.

* SITTING IN MEETINGS WITH AMERICAN STYLE IS

CONSIDERED AS BAD MANNER.

 IN SPAIN – 5 OR 7– STROKE HANDSHAKE IS NECESSARY.

 GERMANS – EXPECT PRINTING OF DATE OF FOUNDING OF

COMPANY ON THE BUSINESS CARDS.

 EXPECT OTHER PERSON TO HAVE DIFFERENT VALUES, BELIEFS,

EXPECTATIONS AND MANNERISM.

 CLARIFY YOUR TRUE INTENT BY REPETITION AND EXAMPLES.

 LISTEN CAREFULLY AND PATIENTLY. ASK THE PERSON

TO REPEAT, IF ANY COMMENT IS NOT UNDERSTOOD.

 BODY LANGUAGE, GESTURES AND EXPRESSIONS MEAN

DIFFERENT THINGS IN DIFFERENT CULTURES.
RELY MORE ON THE WORDS TO INPRET THE MESSAGE.
  ADOPT COMMUNICATION STYLE THAT OF OTHER PERSON.

 MAKE SURE AS TO WHAT HAS BEEN AGREED. CLARIFY WHAT

WILL HAPPEN NEXT.

 IF POSSIBLE, FOLLOW UP WITH A LETTER SUMMARISING THE

CONVERSATION AND THANKING THE PERSON FOR MEETING WITH
YOU.

TECHNOLOGY BASED COMMUNICATION

ELECTRONICS COMMUNICATION TECHNOLOGIES:

1. THE INTERNET.
> A System of Networked computers.
> Began in 1960s in US in the form of Arpanet Commissioned by
Department of Defence to promote the sharing of super-computers
amongst researchers.
> Converted into World Wide Web.
> Enabled management of every aspect of human activity.

2. WEBSITE:
- Easy to navigate.
- Provides relevant information.
- Represents the image of company.

 FORMS OF WEBSITES:

STATIC:
- Provides fixed message.
- Not interactive.
- Serves as a promotional brochure.
 BRODCAST:
- Contents are up-dated, regularly.
- Not interactive.
- Hyperlink provided to navigate the specific area of interest.

INTERACTIVE:
- Encourages two-way communication for interaction.
- E-mail I.Ds of staff are provided to facilitate communication.
- Website is managed to deal with enquiries.

RESOURCES:
>Enables dealing extra orders received through website.
>Difficulties associated with overseas selling – exchange rates
and tax tariffs.
>Requires continual maintenance.
>Requires training of staff to deal with customer-service and
communication.

2. E-COMMERCE:
>Using electronic information technology for business
transactions i.e. displaying catalogues, selling and buying
goods and services, processing payments etc.

5-STEPS TO TRANSFORM TRADITIONAL BUSINESS

TRANSACTION INTO E-BUSINESS.

 Defining the unique offer of the Company.

 Re-thinking business strategy.
 Re-examining traditional business and revenue model.
 Re-engineering the corporation and website.
 Re-inventing customer service.

I. RETAIL:
Website-enabled direct contact with the clients to pass on information, to
boost sales and to save time and money, otherwise spent on dispatch,
advertisements, stationary etc..

The organisation must build relationship with the client through

following steps:
- Regular e-mail contact.
- Prompt response to queries.
- Provide a medium for personal contact – to clarify information, close a
transaction, correct an error etc..

II. INTER-ORGANISATIONAL:

- Internet is used in sourcing suppliers and resources.

- Enables organizations to know about products and services.
- To undertake complete formalities of business through internet.

III. INTRA-ORGANISATIONAL
- E-commerce is done within an organisation too.
- Internet is used to for link activities of e-Commerce from indent to
payment stages within an organisation.

*****