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BBA 2 Business Communication Unit wise Notes
Scheme of Marks:
20 marks for internal evaluation. The assessment shall be done on the basis of
test, case and assignments.
External examination shall be of 80 marks for two sections section A & B.
The section A shall have 6 questions, questions shall be of logical and analytical
type. Emphasis shall be on real life situation based questions rather direct theory
based questions. Out of 6 questions 4 shall be solved for 64 marks and there shall
be a case for 16 marks in section B.
Detailed Syllabus:
Unit-1 Communication-Defining communication, Process of

communication, Communication Model, Objectives of
communication, Principles of communication, Importance of
Business communication,
Importance of Feedback.
Unit-2 Channels of communication, Types of communication,
Dimensions of communication, Barriers to communication
Verbal, Non-Verbal, Formal, Informal communication.
Unit-3 Fundamental of Business writing, Format of Business, Types of

Business letter, Inquiry letter, complaint letter Persuasive letter,
Proposal, Report Writing.
Unit-4 Employment Messages Writing Resume, Application letter,

Writing the opening paragraph, Writing the closing paragraph,
summarizing
Unit-5 Spoken skills Conducting Presentation, Oral presentation,
Debates, Speeches, Interview, Group Discussion, English
Pronunciation, Building Vocabulary.
Unit-6 Barriers to Effective Communication and ways to overcome
them, Listening: Importance of Listening, Types of Listening ,
Barriers to Listening and overcoming them, Listening situations,
Developing Listening Skills.
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Assistant Professor:
Danish Khan Page 1 of 61
UNIT-I
COMMUNICATION
Content:
 Defining communication
 Process of communication
 Communication Model
 Objectives of communication
 Principles of communication
 Importance of Business communication
 Importance Feed back
ABSTRACT:
Communication is defined as “The flow of material information perception, understanding
and imagination among various parties”. Business includes those organizations, which are
engaged in the production and distribution of goods and services to earn profit. Therefore
Business communication means, “Flow of information, perception etc. either within a
business organization or outside the organization among different parties”.
EXPLANATION:
We can extract the following points from the above definition:
I. Flow between two or more parties
In business communication, the material flow from one person to another person or from
many persons to different people. This flow may be either inside the organization or outside
the organization.
II. Flow of information, perception, imagination etc
Flow of information takes place when a party transfers the material to another mind. For
example, when a newscaster says, “Pakistan has conducted nuclear test on 28th May 1998”.
This is a flow of information from newscaster to the listeners.
Flow of perception means transfer of different feelings. Finally, flow of imagination
that occurs when a painter conveys his/her imaginations through a portrait. A business
Organization is a group of people associated to earn profit. Various kinds of activities have to
be performed by the people of an organization to earn profit. These activities need an effective
and systematic communication. Without efficient communication, one cannot even imagine to
do work and hence will be unable to earn profit. Since the aim of business organization is to
earn profit, the organization will die without profit and this death is a result of the absence of
communication. This is why communication is called lifeblood of a business organization. We
can prove this statement in the following manner.
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DEFINITION:
“Communication is the process by which information is transmitted between individuals and

organization, so that an understanding response results”.
“Communication is the process which involves transmission and accurate replication of

ideas, ensured by feedback for the purpose of eliciting action which will accomplish
organizational goals”.
A. COMMUNICATION INSIDE AN ORGANIZATION:

Different employees and officials in an organization need to communicate to each other.
This internal communication with its importance is shown in the following way:
1. Setting goals and Objectives: Mostly, the organizations have a variety of formal and
informal objectives to accomplish. These objectives may be financial results, product
quality, market dominance, employee’s satisfaction, or service to customers. Therefore,
the communication enables all the persons in an organization to work towards a common
purpose.
2. Making and implementing decision: In order to achieve the objective, people in a
business organization collect facts and evaluate alternatives, and they do so by reading,
asking questions, talking or by plain thinking. These thoughts are put into a written form.
Once a decision has been made, it has to be implemented which requires communication.
3. Appraisal: Having implemented the decision, management needs to determine whether
the desired outcome is being achieved. Statistics on such factors as cost, sales, market
share, productivity and inventory levels are compiled. This is done through computers,
manual papers, memos or reports.
4. Manufacturing the products: Getting an idea for a new product out of someone’s head,
pushing it through the production process and finally getting the product also require
communication. Designing the plan regarding product, introducing the workers,
purchasing raw material, marketing and distributing the product all require effective
communication.
5. Interaction between employer & employee: Employees are informed about policies and
decisions of employers through circulars, reports, notices etc. Employers also get in touch
with employees through application, complaint etc. Therefore, communication plays a
vital role in the interaction of employer and employee.
B. EXTERNAL COMMUNICATION:
1. Hiring the employees: If a company wants to hire someone, it advertises the vacancy,
receives applications, calls the candidates, takes the interview and then offers job to
the successful candidates. The whole process requires communication.
2. Dealing with customers: Sales letters and brochures, advertisements, personal sales
calls, and formal proposals are all used to stimulate the customer’s interest.
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Communication also plays a part in such customer related functions as credit checking,
billing, and handling complaints and questions.
3. Negotiating with suppliers and financiers: To obtain necessary supplies and
services, companies develop written specification that outlines their requirement.
Similarly, to arrange finance, they negotiate with lenders and fill out loan applications.
4. Informing the investors: Balance sheet, income statement, and ratio analysis are used
to inform the investors regarding performance of business.
5. Interacting with Govt.: Government agencies make certain rules to regulate the
economy. These rules are communicated to organizations through various papers.
These organizations try to fulfill, these requirement like filling taxation form and other
documents.
IMPORTANCE OF COMMUNICATION
1. Helps in getting a desired job: Getting a desired job is not an easy task. It requires a
person to be excellent, especially in terms of communication abilities. Communication
abilities can be classified into five categories that is reading, writing, speaking, listening
and observing. If a candidate is a good reader of not only text books and reference books
but also of newspapers and magazines, this would help him developing data and covering
letter, so that a better initial impression could be created. No doubt, conversational skill
right at the time of interview is equally countable towards success of the candidate.
Listening abilities on the other could prove to be fruitful especially when the interviewer
is making a comment or asking a question. In short, we can say that the presence of above
mentioned five communication skills could give a better chance of being selected during
an interview.
2. Help in maintaining social relationships: We as human beings live in a cobweb of
relationships rather social relationship. These social relations compel us to act
simultaneously in the capacity of father, child, husband, uncle, neighbor, cousin, teacher,
and nephew and so on. All these relationships especially near one’s could be maintained
properly if we can communicate well to all these relations, that we are here to take care of
them and our services are always there to help them in case of any needs.
3. Helps in getting on the job promotion: Perhaps finding a job would not be a big deal in
case of if the candidate is well connected and belongs to a well off family. However,
promotion on the job requires some extra skills on the part of the candidate. Amongst
those skills, communication abilities rank on the top. If a person can speak well during
interactive and presentation sessions, can reports properly, he will automatically be in the
eyes of the management and whenever a chance for promotion comes, he will be on the
top of the list.
4. Helps in solving other’s problems: It is commonly observed that around us there are so
many people whom we like to meet; their company is a source of enrichment for us. When
we are with them, we feel secured. The only reason for such types of feelings is that such
type of people are not only good listeners but they also know it well that whenever they
would speak, it would only be for the sake of encouraging, not discouraging others, only
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for solving other’s problems and not for creating problems for others. Such people are no
doubt excellent communicators.
OBJECTIVES OF COMMUNICATION
1. STRONGER DECISION MAKING
Your ability to communicate effectively increases productivity , both yours and your organization.
2. INCREASED PRODUCTIVITY
With good communication skills , you can anticipate problems , make decisions , co-ordinate work
flow , supervise others , develop relationships and promote products and services.
3. STEADIER WORK FLOW
Communication acts as tool for the effective work related flow of information.
4. STRONG BUSINESS RELATIONSHIPS & ENHANCED PROFESSIONAL IMAGE
You can shape the impressions you and your company make on colleagues , employees ,supervisors
, investors ,and customers in addition to perceiving and responding to the needs of these
stakeholders(the various group you interact with ) without effective communication , people
misunderstand each other and misinterpret information. Ideas misfire or fail to gain attention and
people and companies flounder.
5. CLEARER PROMOTIONAL MATERIALS
Your organizations need for effective reach of company name and public promotions are based on
effective promotional material such as advertisements , bill boards , online add , posters etc are all
communicated for effective message delivery and meaning.
6. PROVIDE ADVICE
Giving advice is based on individual-oriented and work-oriented ,advice should not given to the
person for pinpointing his mistakes rather it should be helpful for his improvement. Effective advice
promotes understanding and it can be a two way process if the subordinate staff given freedom.
7. PROVIDE ORDER
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Order is an authoritative communication pattern and it is directive to somebody always a

subordinate to do something. Orders will be written and oral orders , general and specific orders
,procedural and operational orders , mandatory and discretionary order. Order should be clear and
complete ,execution should be possible and given in a friendly way.
8.SUGGESTION
Suggestion is supposed to be very mild and subtle form of communication. Suggestions are
welcomed for it is not obligatory to accept them , it can be voluntary and anonymous and submitted
through suggestion boxes.
9. PERSUASION
Persuasion may be defined as an effort ‘ to influence the attitudes , feelings ,or beliefs of others , or
to influence actions based on those attitudes , feelings , or beliefs. Persuasion can be done to others
if you are convinced , you do not impose , you are not rigid are prepared to meet half-way and you
can look at the situation from the other person’s angle also.
10. EDUCATION
Education is a very conscious process of communication ,it involves both teaching and learning by
which organizations provide to their employees in the form of training. Education is given for
management , employees and outside public.
12. WARNING
If the employees do not abide by the norms of the organization warning is a power communication
tool and it can be general and specific. Specific warning should be administered in private and after
thorough investigation. The aim of the warning should be the organization betterment.
13. RAISING MORALE AND MOTIVATION
Morale stands for mental health and it is a sum of several qualities like courage , resolution ,
confidence .High morale and effective performance go hand to hand. Motivation is a process that
account for an individual intensity, direction , and persistence of effort towards attaining a goal.
14. TO GIVE AND RECEIVE INFORMATION
. Communication’s main idea is to give and receive information because managers need complete ,
accurate and precise information to plan and organize employee need it to translate planning in to
reality. Information will cover all aspects of the business.
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15. TO PROVIDE COUNSELLING
Counseling is given to solve employee’s mental stress and improve the employees productivity.
16. TO IMPROVE DISCIPLINE
Finally discipline is the foremost part of any business communication. The various disciplinary
codes are effectively communicated to employees through disciplinary codes.
PROCESS OF COMMUNICATION
Communication simply means exchange of ideas & information between two persons. A
person sends a message to another person and gets the response from the receiver on the
message. This whole phenomenon can be explained as under.
1. Sender’s thoughts: The very first step in the process of communication is generation of
thought in the sender’s mind. These thoughts may be about a request, order, inquiry
production or any other such activity.
2. Encoding / Message: The thought generated in the mind of sender is ambiguous and
unable to be communicated unless it is put into a receivable form. This step is known as
encoding where the sender converts his thought into a message by means of a language.
For example, a sender thinks about having a job. Now, he will put his thought on a paper.
That is called job application. In his way, his thought becomes a message.
3. Transmission through media: Once a thought is converted into message, it should be

transmitted to the receiver through a suitable medium. This media might be electronic
media as T.V., E-mail, radio etc. or it may be print media like newspaper, magazines,
letters or merely sound that is transmitted through the medium of air.
4. Noise and Barriers: While transmitting the information to the receiver, the sender faces
many barriers. These noise and barriers are explained as under:
a. On sender’s side: Noise and barriers may take place during the process of encoding.
Some of them may be caused by distraction, lack of concentration, typing mistake,
poor language etc.
b. In the medium: Some barriers are caused by medium such as poor transmission on
T.V. and radio misprinting in newspapers etc.
c. On receiver’s side: The receiver can also create certain barriers to the receiving of
message such as poor reading ability, emotions, lack of concentration etc.
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5. Decoding by Receiver: Having received the message from the sender, the receiver
attempts to understand and interpret the message. This process of converting the language
of message into thoughts is known as decoding. For instance, the receiver, having received
job application, reads the application and understands the message conveyed by the
applicant.
6. Idea Received: As soon as the process of decoding is finished, the receiver receives the
idea given by the sender. It means the thought that was generated in the mind of sender
has been transmitted to the mind of receiver. In our example, the sender wanted to inform
the receiver about his thought of having a job. Now the sender has this idea.
7. Feedback: Process of communication is incomplete until the receiver responds to the

sender. This response may be negative, positive, or for further enquiry. It means when the
receiver of job application welcomes or regrets the sender, the process of communication
is deemed complete. This whole process can be depicted through the following diagram.
FIVE ELEMENTS (FACTORS) OF THE PROCESS OF COMMUNICATION:
Communication is the exchange of ideas between two minds. This process of exchanging idea
is based on following five factors:
1. Sender: Sender is the person who initiates the process of communication. He

generates an idea in his mind regarding production invention, innovation, request,
order, enquiry etc. So, he is the first factor of communication process and his function
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is to generate an idea. Therefore, it is necessary that the idea should be clear, and
convertible into message. For this purpose, the sender needs to apply his knowledge
and imaginative power.
2. Message: The idea in the mind of sender is transformed into words that is called
message. The sender decides on the length, style, organization and tone of the
message. The message may be presented in many ways, depending on the subject,
purpose, audience, personal style, mood and cultural background.
3. Media: The media of transmission of message are electronic media as T.V., radio,
computer and print media as newspapers, letter, magazine etc. media play a very
important role in helping the receiver’s understand the message. A wrongly chosen
medium can interrupt the process of communication; Selection of medium depends
upon message, audience, urgency and situation.
4. Receiver: Receiver is the person who gets the message from the sender, decodes it,
understands it and interprets it.
5. Feed Back: Having understood the message, the receiver responds to the sender in yes
or no or asks further questions. This process is called feedback.
NEED, IMPORTANCE OF FEEDBACK IN THE PROCESS OF COMMUNICATION
Feedback is an integral part of communication, and it allows the sender of a message to judge
how effective it has been. Feedback is the final link or component in
the communication chain or cycle. When the receiver of a communication sends a response
or reply to the message, it is called feedback. Feedback is essential in all communications as
it indicates successful transmission of the message. Feedback can be defined as the process
by which the decoder's (receivers) reaction to the message is transmitted to the encoder
(sender). Feedback is the backbone of the communication. The role of feedback in the
process of communication is follows:
1. Positive / Negative: Feedback is an intelligent understanding of the encoded message

by the decoder. Feedback may be positive or negative. Positive feedback means a very
good and satisfactory response of the decoder to the encoder's encoded message
Negative feedback means an indifferent response to the encoder's encoded message.
2. Immediate / Delayed: Feedback can be immediate or delayed. In inter-personal

communication the receiver of the message conveys, that he has received through
smiling or frowning. When we write letters or broadcast on the radio, the feedback
becomes delays as the message is conveyed little slowly.
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3. Simple / Complex: Feedback can be simple through a nod of the head, conveying a
brief yes or no, or it can be complex as a lengthy written response. Feedback involves
circling back of information to a control device to adjust behavior. For example, when
management communicates through a public welfare officer to the striking workers in
the factory, the workers respond either positively or negatively and this feedback helps
the management to take an effective decision to send the workers back to work.
4. Profits / Losses: Feedback can enhance the profits of an organization. If a business

reacts positively to feedback, it changes its marketing strategy and achieves progress.
A negative feedback may be responsible for weak and lop sided business. Thus,
feedback constitutes the most vital aspect of the process of communication.
COMMUNICATION MODELS
For decades, man has known the importance of communication. Today, with various
means by which one can communicate, it has become much easier to communicate a message
to the other party, than it was several decades ago. Every organization, no matter what their
expertise and where they are situated, and what scale they operate, realize and value the
importance of good communication. This communication for organizations takes place both
within the organization as well as with other outside stakeholders outside.
Therefore, it is vital for any business organization to understand the communication
models out there, so they can use them for enhancing effective communication in the
organization.
Understanding Communication: Communication today is mainly of three types

1. Written communication: In the form of emails, letters, reports, memos and various
other documents.
2. Oral communication: This is either face-to-face or over the phone/video
conferencing, etc.
3. A third type of communication: Also commonly used but often underestimated is
non-verbal communication, which is by using gestures or even simply body
movements that are made. These too could send various signals to the other party and
is an equally important method of communication.
The basic flow of communication can be seen in the diagram below. In this flow, the sender
sends a message to the receiver and then they share the feedback on the communication
process.
The methods of communication too need to be carefully considered before you decide on
which method to uses for your purposes. Not all communication methods work for all
transactions. Once the methods of communication have been understood, the next step would
be to consider various communication models. Due to the importance of communication,
experts have introduced different types of models over the years.
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The models help the business organizations and other institutions to understand how
communication works, how messages are transmitted, how the other party receives it, and
how the message is eventually interpreted and understood.
Different Communication Models:

1. SHANNON'S MODEL
One of the earliest models of communication that introduced was Claude Shannon's model.
This was introduced in 1948. This laid the foundation for the different communication models
that we have today, and has greatly helped and enhanced the communication process in
various fields. This model can be considered as the granddaddy of many later communication
models.
Following is a simple illustration of this model.
The diagram above clearly illustrates how communication takes place, and also helps one to
determine what could go wrong.
a. In Shannon's model, the information source typically refers to a person, who then
sends a message with the use of a transmitter.
b. This transmitter could be any instrument today, from phones to computers and other
devices. The signals that are sent and received can be vary depending on the method of
communication.
c. The box at the bottom called NOISE refers to any signals that may interfere with the
message being carried. This again would depend on the method of communication.
d. The receiver is the instrument or the person on the other side that receives the. This
model is the simplest models to understand the workings of the communication
process.
2. BERLO'S MODEL
Another famous communication model is Berlo's model. In this model, he stresses on the
relationship between the person sending the message and the receiver. According to this
model, for the message to be properly encoded and decoded, the communication skills of both
the source and the receiver should be at best. The communication will be at its best only if the
two points are skilled. Berlo's model has four main components and each component has its
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own sub components describing the assisting factors for each. Following is the illustration of
this model.
3.SCHRAMM'S MODEL
Schramm on the other hand, emphasized in 1954 that both the sender and the receiver take
turns playing the role of the encoder and the decoder when it comes to communication. The
following diagram illustrates the model proposed by Schramm.
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These models have been followed by various other models such as the 'Helical' model, Aristotle's
models and several other models. You should always keep in mind that each of these models has
both their advantages and disadvantages. While some communication models try to break down
the whole process in order to make it easier to understand, they are not always as simple as they
seem. There are several complexities involved in communications models. This one thing needs
to be carefully understood in the process of understanding how these models work.
CONCLUSION
You need to keep in mind that the complexities that accompany the communication models
may only make understanding the communication much harder. It is best that both parties, the
source (sender) and the receiver, are clear about what they would like to discuss. This is also
known as the context of the message. This would make it much easier to decode what the
other party is saying without too much trouble. The process of communication, if kept simple
and to the point should not usually have too many issues, and both parties will easily
understand the message.
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UNIT II
COMMUNICATION CHANNELS
Content:
 Channels of communication
 Types of communication
 Dimensions of communication
 Barriers to communication
 Verbal, Non-Verbal, Formal, Informal communication
INTRODUCTION
In an organization, information flows forward, backwards and sideways. This information
flow is referred to as communication. Communication channels refer to the way this
information flows within the organization and with other organizations. In this web known as
communication, a manager becomes a link. Decisions and directions flow upwards or
downwards or sideways depending on the position of the manager in the communication web.
For example, reports from lower level manager will flow upwards.
 A good manager has to inspire, steer and organize his employees efficiently, and for
all this, the tools in his possession are spoken and written words.
 For the flow of information and for a manager to handle his employees, it is important
for an effectual communication channel to be in place.
THE WORKING OF A COMMUNICATION CHANNEL

1. Through a modem of communication, be it face-to-face conversations or an inter-
department memo, information is transmitted from a manager to a subordinate or vice
versa.
2. An important element of the communication process is the feedback mechanism between
the management and employees.
3. In this mechanism, employees inform managers that they have understood the task at hand
while managers provide employees with comments and directions on employee's work.
IMPORTANCE OF A COMMUNICATION CHANNEL

1. A breakdown in the communication channel leads to an inefficient flow of information.
Employees are unaware of what the company expects of them. They are uninformed of
what is going on in the company.
2. This will cause them to become suspicious of motives and any changes in the company.
Also without effective communication, employees become department minded rather than
company minded, and this affects their decision-making and productivity in the
workplace.
3. Eventually, this harms the overall organizational objectives as well. Hence, in order for an
organization to be run effectively, a good manager should be able to communicate to
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his/her employees what is expected of them, make sure they are fully aware of company
policies and any upcoming changes.
4. Therefore, managers to optimize worker productivity to ensure the smooth running of the
organization should implement an effective communication channel.
TYPES OF COMMUNICATION CHANNELS

The number of communication channels available to a manager has increased over the last 20
odd years. Video conferencing, mobile technology, electronic bulletin boards and fax
machines are some of the new possibilities. As organizations grow in size, managers cannot
rely on face-to-face communication alone to get their message across. A challenge the
managers face today is to determine what type of communication channel should they opt for
in order to carryout effective communication.
In order to make a manager's task easier, the types of communication channels are
grouped into three main groups: formal, informal and unofficial.
Formal
Informal
Unofficial
FORMAL COMMUNICATION CHANNELS

A formal communication channel transmits information such as the goals, policies and
procedures of an organization. Messages in this type of communication channel follow a
chain of command. This means information flows from a manager to his subordinates and
they in turn pass on the information to the next level of staff.
An example of a formal communication channel is a company's newsletter, which gives
employees as well as the clients a clear idea of a company's goals and vision. It also includes
the transfer of information with regard to memoranda, reports, directions, and scheduled
meetings in the chain of command.
A business plan, customer satisfaction survey, annual reports, employer's manual, review
meetings are all formal communication channels.
INFORMAL COMMUNICATION CHANNELS

Within a formal working environment, there always exists an informal communication
network. The strict hierarchical web of communication cannot function efficiently on its own
and hence there exists a communication channel outside of this web. While this type of
communication channel may disrupt the chain of command, a good manager needs to find the
fine balance between the formal and informal communication channel.
An example of an informal communication channel is lunchtime at the organization's
cafeteria/canteen. Here, in a relaxed atmosphere, discussions among employees are
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encouraged. Also managers walking around, adopting a hands-on approach to handling

employee queries is an example of an informal communication channel.
Quality circles, team work, different training programs are outside of the chain of command
and so, fall under the category of informal communication channels.
UNOFFICIAL COMMUNICATION CHANNELS

Good managers will recognize the fact that sometimes communication that takes place within
an organization is interpersonal. While minutes of a meeting may be a topic of discussion
among employees, sports, politics and TV shows also share the floor.
The unofficial communication channel in an organization is the organization's 'grapevine.' It is
through the grapevine that rumors circulate. In addition, those engaging in 'grapevine'
discussions often form groups, which translate into friendships outside of the organization.
While the grapevine may have positive implications, more often than not information
circulating in the grapevine is exaggerated and may cause unnecessary alarm to employees. A
good manager should be privy to information circulating in this unofficial communication
channel and should take positive measures to prevent the flow of false information.
An example of an unofficial communication channel is social gatherings among
employees.
In any organization, three types of communication channels exist: formal, informal and
unofficial. While the ideal communication web is a formal structure in which informal
communication can take place, unofficial communication channels also exist in an
organization. Through these various channels, it is important for a manager to get his/her
ideas across and then listen, absorb, glean and further communicate to employees.
DIMENSIONS OF COMMUNICATIONS
As a part of communicating, the sender is accountable for assuring the information is clear,
complete, and comprehendible to the intended recipient. The recipient is responsible for
understanding the information and making sure it was received in its entirety. Due to this
structure, communication has many dimensions.
1. Written and oral - which includes listening and speaking - Written communications
include such activities as writing reports and executive summaries, and writing e-mails.
Oral communications include giving oral presentations, communicating within a group
context, and communicating one-to-one. Listening and speaking skills also are important
in ensuring that project information has been distributed properly.
2. Internal and external - Internal communications are information exchanges that take
place within the organization itself. External communications involve stakeholders and
customers who are not officers or employees of the organization – vendors, customers and
the media are a typical example.
3. Formal and informal - Formal communication involves formal deliverables, such as
briefings and status reports describing any key accomplishments and concerns. Informal
communications may include phone conversations, e-mail, and adhoc conversations.
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4. Vertical and horizontal - Vertical communications are directed at persons who are at
different levels within the corporate hierarchy. Horizontal communications take place with
persons who have similar levels of responsibility and authority your peers
COMMUNICATION BARRIERS AND HOW TO AVOID OR OVERCOME THEM

There are many barriers to communication and these may occur at any stage in the
communication process. Barriers may lead to your message becoming distorted and you
therefore risk wasting both time and/or money by causing confusion and misunderstanding.
Effective communication involves overcoming these barriers and conveying a clear and
concise message.
Common Barriers to Effective Communication:
1. The use of jargon- Over-complicated, unfamiliar and/or technical terms
2. Emotional barriers and taboos- Some people may find it difficult to express their emotions
and some topics may be completely 'off-limits' or taboo.
3. Lack of attention, interest, distractions, or irrelevance to the receiver
4. Differences in perception and viewpoint
5. Physical disabilities such as hearing problems or speech difficulties
6. Physical barriers to non-verbal communication- Not being able to see the non-verbal cues,
gestures, posture and general body language can make communication less effective.
7. Language differences and the difficulty in understanding unfamiliar accents
8. Expectations and prejudices, which may lead to false assumptions or stereotyping- People
often hear what they expect to hear rather than what is actually said and jump to incorrect
conclusions.
9. Cultural differences- The norms of social interaction vary greatly in different cultures, as
do the way in which emotions are expressed. For example, the concept of personal space
varies between cultures and between different social settings.
A skilled communicator must be aware of these barriers and try to reduce their
impact by continually checking understanding and by offering appropriate feedback.
A CATEGORISATION OF BARRIERS TO COMMUNICATION

1. Language Barriers- Language and linguistic ability may act as a barrier to
communication. However, even when communicating in the same language, the
terminology used in a message may act as a barrier if it is not fully understood by the
receiver(s). For example, a receiver who is not familiar with the terminology used will
not understand a message that includes a lot of specialist jargon and abbreviations.
2. Psychological Barriers- The psychological state of the communicators will influence
how the message is sent, received and perceived. For example, if someone is stressed
they may be preoccupied by personal concerns and not as receptive to the message as
if they were not stressed.
3. Physiological Barriers- Physiological barriers may result from the receiver’s physical
state. For example, a receiver with reduced hearing may not grasp to entirety of a
spoken conversation especially if there is significant background noise.
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4. Physical Barriers- An example of a physical barrier to communication is geographic

distance between the sender and receiver(s). Communication is generally easier over
shorter distances as more communication channels are available and less technology is
required. Although modern technology often serves to reduce the impact of physical
barriers, the advantages and disadvantages of each communication channel should be
understood so that an appropriate channel can be used to overcome the physical
barriers.
5. Systematic Barriers- Systematic barriers to communication may exist in structures
and organizations where there are inefficient or inappropriate information systems and
communication channels, or where there is a lack of understanding of the roles and
responsibilities for communication. In such organizations, individuals may be unclear
of their role in the communication process and therefore not know what is expected of
them.
6. Attitudinal Barriers- Attitudinal barriers are behaviors or perceptions that prevent
people from communicating effectively. Attitudinal barriers to communication may
result from personality conflicts, poor management, and resistance to change or a lack
of motivation. Effective receivers of messages should attempt to overcome their own
attitudinal barriers to facilitate effective communication.
VERBAL COMMUNICATION: Verbal communication means such a communication

That takes place by means of a language or words”. It includes the following contents.
1. Oral communication (Speaking & listening)
2. Written communication (writing & reading)
a. Speaking: In order to send message in business, speaking plays a vital role. Giving
instruction, conducting interviews, attending meetings, sending orders through
telephone calls are very common in today’s business.
b. Writing: It is used when a complex message is sent. Placing order through letters,
informing employees through circulars, sending reports and memos, filling different
government forms, keeping records in writing are some examples of this aspect of
verbal communication.
c. Listening: People in business spend more time in obtaining information then
transmitting it. Listening is the most important way to receive information:
information regarding order of employers, instruction, rules and regulation, customer
trend etc, is obtained through listening. However, in listening, people generally forget
75% of the message after few days.
d. Reading: Reading reports, memos, policies, circulars, and different business
statements are essential for an organization: Reading involves understanding and
interpreting the material.
DIFFERENTIATE BETWEEN ORAL AND WRITTEN COMMUNICATION
The difference between oral and written communication can be enumerated as under:
1. Ratio: According to a rough estimate, about 75% of total communication is oral whereas
the rest is written.
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2. Data Safety: Data and information are safe in written communication while most of
information is forgotten in oral communication.
3. Nature of message: Written communication is used when the message is complex and
oral communication is used for simple message.
4. Legal Aspect: From legal point of view, oral communication is least reliable and written
communication is much more reliable. For example, an oral promise may not be
challenged in a court in general but a written promise can be challenged.
5. Flow of information: Information can be transferred within a short period of time in oral
communication but it takes more time in written communication.
6. Non-verbal facilities: Oral communication can be supported by non-verbal facilities like
gestures, postures etc. but such a support is impossible in written communication.
7. Grammar & Accent: Oral communication required consideration for accent and
pronunciation whereas written communication needs correct grammar and spelling.
NON-VERBAL COMMUNICATION: It means communication without the use of

language or words. It includes appearance, body language, silence, etc. Its explanation is as
follows;
1. Facial Expressions: Face and eyes are helpful means of nonverbal communication. They
reveal hidden emotions such as anger, confusion, enthusiasm, fear, joy etc.
2. Gestures, postures & movement: Postures means the language primarily composed of
hand and fingers. Communication of deaf people and signal given by traffic constable are
the example of posture. Gestures and body movement also indicate many things. Shaking
hand with firmness indicates a warm relationship, moving back and forth reveals
nervousness.
THE DIFFERENT CATEGORIES OF NON-VERBAL COMMUNICATION

Communication may be verbal – by written or spoken symbols (usually words) or it may be
non-verbal – without words. Non-verbal messages are sometimes more clear, accurate and
effective as compared to verbal communication, because they are internationally used and
understood. Non-verbal communication may be divided into the following three categories:
1. Appearance
2. Body Language
3. Silence, Time and Sounds
APPEARANCE:
Appearance affects the quality of written and spoken messages as follows:
i. Written Messages: The envelope’s overall appearance size, colour, weight, postage
and the letter’s overall appearance length stationary, enclosures, layout, etc. may
convey significant information and impressions.
ii. Spoken Messages: Personal appearance of the speaker clothing, jewelry, hairstyle,
neatness, etc. may tell about the age, sex occupation, and nationality, social, economic
and job status. Similarly, appearance of the surroundings room-size, location,
furnishings, lighting, etc. may tell a lot about the message.
___________________________________________________________________________
BODY LANGUAGE:
Facial expressions, gestures, posture, smell, touch, voice etc are included in body language.
i. Facial Expression: The eyes and face may express the hidden emotions e.g. anger,
fear, joy, love, surprise, sorrow, interest etc.
ii. Posture and Gestures: The message can effectively be communicated by actions.
Deaf people and traffic constables make use of actions. In our daily life clenched fists
may indicate anger, leaning forward to the speaker may reveal interest and repeatedly
glancing at the watch may be a sign of being bored.
iii. Smell: Good or bad smell often expresses the situation e.g. smell because of oil or gas
leakage warns the danger. Similarly, fragrance and perfume convey emotions and
feelings better than spoken or written words.
iv. Touch: Touching people in different ways (and places) can silently communicate
friendship, love approval, anger or other feelings.
SILENCE, TIME AND SOUNDS

i. Silence: Silence is an effective medium of expressing serious feelings and emotions
e.g. death of relative or loss in business. A mistake may be admitted by silence.
Silence may also confirm a statement.
ii. Time: Time communicates in many ways, e.g. waiting for a long time may indicate
interest or love and giving a short notice means urgency.
iii. Sounds and Para-language: The style of speaking and the volume of voice
(Intonations and Modulations) of voice may produce variations between what is said
and what is meant, e.g. the words “how prompt you are” may criticize a person
arriving too late.
IMPORTANCE OF NON-VERBAL COMMUNICATION:

1. Reliability: Non-verbal communication is more reliable then verbal communication.
Words can be controlled more easily but it is difficult to hide facial expressions like
sadness, gladness, joy etc. So non-verbal communication is regarded as a more reliable
means for transmitting message.
2. Support to verbal communication: Body language and appearance support the verbal
communication. A wave of hand, smile etc might be very useful to explain and understand
a particular point of view.
3. Quickness: A denial or acceptance expressed by moving head saves lot of time.
Therefore, it is important in this respect that non-verbal communication transmits the
message quickly.
FUNCTION OF NON-VERBAL COMMUNICATION:
There are following six functions of it.
1. To provide information either consciously or unconsciously.

2. To regulate the flow of conversation.
___________________________________________________________________________
3. To express emotion
4. To qualify, complement, contradict or expand verbal message.
5. To control or influence others.
6. To facilitates specific tasks, such as teaching a person.
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UNIT III
Fundamental of business writing

Contents:
 Format of Business
 Types of Business letter
 Inquiry letter, complaint letter Persuasive letter, Proposal
 Report Writing.
FUNDAMENTAL OF BUSINESS WRITING

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.
Focus on Content and Style

 Simple Language- Create reader-friendly content by avoiding adjectives, using the active
voice, and opting for commonly-known, shorter words. Your aim is to communicate your
point across as effortlessly and as quickly as possible. Avoid "hidden verbs" by being
conscious of unnecessary nominalization; for example, instead of saying,
"We’d love to be of assistance" saying instead, “We’d love to assist you.” The second
sentence is more effective and customer-friendly, because it’s direct, efficient, and
comprehensible.
 Conciseness and Brevity- Business writing has to be succinct. Your audience doesn’t
have the luxury to browse through multiple report pages to get the information they seek.
Respect your recipients’ time; they should be able to access important information easily.
You can achieve this when you:
a. Stick to your subject matter
b. Focus on facts
c. Aim for clarity and avoid ambiguity
d. Choose short words
e. Avoid unnecessary décor (adjectives and adverbs)
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 Distinguishing Opinion From Facts- These two aspects of communication should be

clearly separated in business writing. Ensure the reader can tell with certainty when
Something is a fact or merely your viewpoint. This way you’ll avoid misunderstandings
and you’ll keep your writing ambiguity-free.
 Serving a Purpose- Each piece of business communication should serve a clear purpose.
Make an effort to not divert from this purpose. If you’re emailing a colleague with a
follow-up email about a report due, don’t include three other unrelated requests in the
same email.
 Use formatting wisely- Every piece of writing should be properly formatted to maximize
efficiency. Use headlines, bullet points, numbering and other formatting features (bold,
italics, different colors) to ensure the reader can skim and scan with ease through your
text. But don't overdo it! Too many distracting visual elements take the focus off your
message.
This applies to all types of writing. Whether it's an email, a report, or a presentation,
formatting helps your writing become clear and user-friendly. When possible, substitute text
with visual presentations, graphics or charts.
10 C’S FOR EFFECTIVE BUSINESS WRITING:

1. Complete- It’s all too easy to forget that your reader doesn’t have the same information as
you. A complete message should include all pertinent information – the when, where,
why, who and how. You should also include a clear explanation of any action you want
your reader to take.
2. Concise- Check your writing carefully for redundant words, such as “postpone until later”
(you can’t postpone until before, so “postpone” is sufficient). Cut out stock phrases such
as “I am writing to inform you.” A concise message shows the reader that you value their
time.
3. Clear- Your writing should be clear enough to leave no room for doubt or ambiguity as to
what you are trying to say and what action is required. Keep jargon to a minimum and lay
out the facts in a logical order.
4. Conversational- There’s no need to write as if you were writing a legal letter. Write as if
you were talking face to face in a friendly but professional tone. Steer clear of slang, but
keep your tone warm and remember you are talking to a human being.
5. Correct- You only get one chance to make a first impression. That adage is important
when it comes to business writing – if your writing is incorrect, your first impression will
be sullied. Pay particular attention to: Details such as name and title, correctness in
spelling and grammar, correct information and a reader friendly format.
6. Coherent- Your reader needs to understand your message immediately. As you set down
your thoughts and ideas, do so in a logical manner and help your reader to follow along by
linking your ideas together sensibly.
7. Credible- Good business writing relies on facts, not opinions. Once lost credibility is hard
to repair, so always check your facts and sources. When referencing facts, pay attention to
how the data was collected and whether the results were unbiased. Make sure your
information is up to date.
___________________________________________________________________________
Concrete- Concrete writing means writing that steers clear of vague words and phrases
in favor of specifics. For example, “some”, “many”, “a few”, “as soon as possible”.
These should be replaced with concrete numbers, dates and timescales.
8. Courteous- Always put your reader first. Courteous writing includes striving for a
positive tone by avoiding commanding phrases such as “you must” and negative phrases
such as “you failed”. There is no need to strive for false positivity, but taking care over
word choice shows consideration for your reader.
9. Considerate- Considerate writing means your document is easy to read and scan. You can
do this by splitting information into paragraphs with one idea per paragraph, by using
bullets and lists for ease of scanning, by using stylistic choices such as bold and italic to
emphasize your point, and by using internal headings to guide your reader through the
document.
WRITING AN EFFECTIVE BUSINESS LETTER
Business Letter Template Fields-

1. Date: Use month, day, year format, e.g., March 3, 2012 or 3 March 2012
___________________________________________________________________________
2. Sender's Address: It is a good idea to include sender's email and URL, if available. Don't
include this information if it's already incorporated into the letterhead design. This will
allow customers to find your small business more quickly.
3. Inside Address: Use full name. Mr./Ms. is optional
4. Salutation: Be sure to use a colon at the end of the name, not a comma as in personal
letters
5. Body Text: State why you are writing. Establish any connection/mutual relationship up
front. Outline the solution, providing proof in the way of examples and expert opinions.
Group related information into paragraphs
6. Closing "Call to Action": State what the reader needs to do and what you will do to
follow up
7. Signature Block: Sign your letter in blue or black ink
8. Enclosures: Use if you have an enclosure
9. Carbon Copy: Use if you are sending a copy to additional person(s)
Select a professional letterhead design for your small business

Your business letter is a representation of your company, so you want it to look distinctive
and immediately communicate "high quality." For a convenient and economical alternative to
using traditional preprinted letterhead, try using our contemporary letterhead and envelope
design templates. Simply create a letter within a predesigned color letterhead template and
then print your entire piece quickly and beautifully.
Use a standard business letter format and template

The most widely used format for business letters is "block style," where the text of the entire
letter is justified left. The text is single spaced, except for double spaces between paragraphs.
Typically margins are about 1 inch (25.4 mm) on all sides of the document, which is the
default setting for most word-processing programs. If you are using Microsoft Word, you can
turn to its built-in Letter Wizard for additional formatting assistance (look on the Tools
menu).
Use a professional tone

Save casual, chatty language for email - your printed business letter should be friendly but
more professional. As Scott Ober suggests in his book Contemporary Business
Communication, "The business writer should strive for an overall tone that is confident,
courteous, and sincere; that uses emphasis and subordination appropriately; that contains
nondiscriminatory language; that stresses the "you" attitude; and that is written at an
appropriate level of difficulty." That said, be sure to sound like yourself - you don't want your
letter to read as if a machine wrote it
Write clearly
___________________________________________________________________________
State your point early in your letter. To avoid any miscommunications, use straightforward,
concise language. Skip the industry jargon and instead choose lively, active words to hold
your reader's attention.
Organize your information logically

Group related information into separate paragraphs. In a long, information-packed letter,
consider organizing information into sections with subheads. You may want to highlight key
words to make them "pop" - this technique is possible with most word-processing programs
and your color multifunction printer.
Use color to emphasize words in text
It's easy to put a few words in color to draw attention to them. Just select the type and click
the arrow to the right of the Font Color button, choose the color you want, and then click the
button. Or, try highlighting a few words in the text. Select the type you want to emphasize,
and then click the Highlight button. Note: When highlighting parts of a document you intend
to print, use a light color such as yellow, light green, or light blue. If you wish to remove the
highlighting, select the text and click the Highlight button again.
AutoText automates applying color (or any type style), which would ordinarily take
numerous clicks or commands. Say you're creating a report that compares your organization's
performance against that of your competitor. Word can automatically color your company's
name every time it appears, making those entries easy to locate.
Be persuasive
Establish a positive relationship with your reader right away. If you have a connection to the
reader - you've met before or have a mutual colleague, for example - mention it in your
introductory paragraph. Whether you think your reader will agree with the point of your letter
or not, it is important to find common ground and build your case from there.
Understand your reader well enough to anticipate how he or she will react when reading your
letter. Address his or her needs or wishes, or a specific problem, and then outline your
solution. Provide proof in the way of examples and/or expert opinions to back up your point.
Make sure to maintain a friendly tone.
Conclude your letter with a "call to action." State clearly what your reader needs to do
or believe to achieve the desired solution and then state what you, the writer, intend to do next
to follow up.
TYPES OF BUSINESS LETTERS

The term “business letters” refers to any written communication that begins with a salutation,
ends with a signature and whose contents are professional in nature. Historically, business
letters were sent via postal mail or courier, although the Internet is rapidly changing the way
businesses communicate. There are many standard types of business letters, and each of them
has a specific focus.
1) Sales Letters- Typical sales letters start off with a very strong statement to capture the
interest of the reader. Since the purpose is to get the reader to do something, these letters
___________________________________________________________________________
include strong calls to action, detail the benefit to the reader of taking the action and
include information to help the reader to act, such as including a telephone number or
website link.
2) Order Letters- Order letters are sent by consumers or businesses to a manufacturer,
retailer or wholesaler to order goods or services. These letters must contain specific
information such as model number, name of the product, the quantity desired and expected
price. Payment is sometimes included with the letter.
3) Complaint Letters- The words and tone you choose to use in a letter complaining to a
business may be the deciding factor on whether your complaint is satisfied. Be direct but
tactful and always use a professional tone if you want the company to listen to you.
4) Adjustment Letters- An adjustment letter is normally sent in response to a claim or
complaint. If the adjustment is in the customer’s favor, begin the letter with that news. If
not, keep your tone factual and let the customer know that you understand the complaint.
5) Inquiry Letters- Inquiry letters ask a question or elicit information from the recipient.
When composing this type of letter, keep it clear and succinct and list exactly what
information you need. Be sure to include your contact information so that it is easy for the
reader to respond.
6) Follow-Up Letter- Follow-up letters are usually sent after some type of initial
communication. This could be a sales department thanking a customer for an order, a
businessman reviewing the outcome of a meeting or a job seeker inquiring about the status
of his application. In many cases, these letters are a combination thank-you note and sales
letter.
7) Letters of Recommendation- Prospective employers often ask job applicants for letters
of recommendation before they hire them. This type of letter is usually from a previous
employer or professor, and it describes the sender’s relationship with and opinion of the
job seeker.
8) Acknowledgment Letters- Acknowledgment letters act as simple receipts. Businesses
send them to let others know that they have received a prior communication, but action
may or may not have taken place.
9) Cover Letter- Cover letters usually accompany a package, report or other merchandise.
They are used to describe what is enclosed, why it is being sent and what the recipient
should do with it, if there is any action that needs to be taken. These types of letters are
generally very short and succinct.
10) Letters of Resignation- When an employee plans to leave his job, a letter of resignation
is usually sent to his immediate manager giving him notice and letting him know when the
last day of employment will be. In many cases, the employee also will detail his reason for
leaving the company.
INQUIRY LETTER
An inquiry letter is similar to a cover letter. The big difference is you send it uninvited (or as a
cold contact) to an employer. Use an inquiry letter to ask about working for an employer who
___________________________________________________________________________
has not advertised a job opening. In the letter, match your qualifications to their needs and
show your interest in, and knowledge of the employer.
To find out the needs of an employer, use employment advertisements, position descriptions,
phone conversations, and informational interviews. This format can be effective to show how
well you fit:
Your Needs My Qualifications

Detail-oriented, experienced Four years Administrative Assistant
Administrative Assistant experience with responsibility for
numerous detailed reports
Assisted Customer Relations
Assistant customer Relations Manager for two years
manager
Corporate experience Regularly served purchasing
with major client is mjust agents at Fortune 500 companies
PC knowledge a plus Hands-on experience

with Lotus 1-2-3 and
WordPerfect on IBM-PC
In addition, an inquiry letter should include:

1) A specific contact name and title at the company
2) An introduction with why you are writing
3) A polite request for a follow-up meeting or phone call
4) A thank you to the reader for his or her time
5) Your signature — blue ink is best to show the letter is an original
6) Your resume as an attachment
Inquiry Letter (Sample)
Sender Name
Sender’s Title or Position
Sender’s Organization Name
Sender Street Address
City, State, Zip Code
Date: DD/MM/YYYY
Recipient’s Name
Recipient’s Position or Title
Recipient’s Organization Name
Recipient’s Street Address
City, State, Zip Code
___________________________________________________________________________
Dear (Name of the Hiring Manager)

I am _____________________ with qualifications in (Field Name) for ____________ Years
experience in the _________________________ industry.
I love the work your company does and feel that my experiences and skills can be an asset for
your organization so I am inquiring from your for a job of this position
_____________________ in your organization. I am currently employed at
________________________________________________ as
_________________________________ (Position Title).
Looking forward to discuss with your about job opportunity further and if I may be
considered to contribute to success of your organization
___________________________________ (organization name).
Sincerely,
______________________________
Signatures
----------------------------------------------------------------------------------------------------------------
COMPLAINT LETTER
When writing a complaint letter you should:
 Describe your problem and the outcome you want
 Include key dates, such as when you purchased the goods or services and when the
problem occurred
 Identify what action you’ve already taken to fix the problem and what you will do if you
and the seller cannot resolve the problem
 Ask for a response within a reasonable time
 Attach a copy of any supporting relevant documentation such as a receipt or invoice.
Complaint letter sample:
Jane Brown
123 Street
jane@brown.com.au
1 January 2013
Dear Manager
___________________________________________________________________________
RE: COMPLAINT ABOUT FAULTY TELEVISION CABINET PURCHASED AT

CABINET WORLD ON 15 DECEMBER 2012
I am unhappy with the quality of a television cabinet I bought at 5 Street on 15 December and
I am writing to seek a replacement.
The cabinet doors do not open and shut properly and the stain on the cabinet is uneven, with
one half darker than the other. The cabinet was delivered on 30 December and I noticed this
problem as soon as I unpacked it from the box.
The cabinet is not of acceptable quality and does not match the sample cabinet I was shown in
store. I would like you to replace it with one of the same quality and finish as the sample and
arrange for return of the faulty cabinet at no cost.
I have attached a photocopy of my receipt as proof of purchase.
I would like to have this problem fixed quickly please. If I do not hear from you within 10
days, I will lodge a formal complaint with Consumer Affairs in my state.
You can contact me on 1234 5678 during working hours or after hours on 123 456 789 to
discuss this matter further.
Yours sincerely,
Jane Brown
Enclosed: Copy of the receipt for television cabinet
___________________________________________________________________________
PERSUASIVE LETTER SAMPLE:

(Sample Letter #1: Write a persuasive letter that makes a charitable request)
[Senders Name]
[Address line 1]
[Address line 2]
[State, ZIP Code]
[Recipients Name]
[Address line 1]
[Address line 2]
[State, ZIP Code]
[Subject: Normally bold, summarizes the intention of the letter] -Optional-
Dear [Recipients Name],

In my past travels, I was lucky enough to have a glimpse of the wonderful Asian country
called (name of the country). Though I have seen many of the wondrous sights to see, I was
also exposed to the real condition of the people there, People everywhere are very very poor,
and it is very obvious just by their physique alone that they are not getting proper nutrition
which they need.
I am writing this letter to hopefully appeal to your goodwill and charity in order to acquire
donations for the (name of organization) in their quest to help alleviate the hunger of some of
our less fortunate brothers and sisters. If you are planning on making a donation in cash, it
would be wise to simply mail the funds to the address indicated below.
Help feed malnourished children by extending a charitable hand to (name of organization)

today!
Sincerely,
[Senders Name]
[Senders Title] -Optional-
[Enclosures: number] -Optional-
cc: [Name of copy recipient] -Optional-
___________________________________________________________________________
(Sample Letter #2: Write a persuasive letter to a government official)

[Senders Name]
[Address line 1]
[Address line 2]
[State, ZIP Code]
[Letter Date]
[Recipients Name]
[Address line 1]
[Address line 2]
[State, ZIP Code]
[Subject: Normally bold, summarizes the intention of the letter] -Optional-
Dear [Recipients Name],
The tax system review is of top priority for this year's agenda. Speaking from my own desires
for the tax system I would like to suggest that the level of taxation be reduced. Value added
taxes should also be more economically liberal. And most importantly, the tax system should
be made more understandable to encourage the support and cooperation of the citizens.
I believe that the improvements which I stated earlier are beneficial to the majority and would
most like gain support from the public. We are all one in our desire to maximize the taxes
collected yet at the same time not leaving the people shortchanged.
Please do make the most of your intentions and efforts for an effective tax reform. Keep
working on it as what you have promised during the campaign. I believe you are a man of
integrity, and I look forward to the change that we have all wanted to see in the government's
tax system.
Sincerely,
[Senders Name]
[Senders Title] -Optional-
[Enclosures: number] -Optional-
cc: [Name of copy recipient] -Optional-
___________________________________________________________________________
HOW TO WRITE A REPORT PROPOSAL
 Step 1- Identify the research question or idea, in other words, what the report is trying
to solve, find, identify or argue. This is the purpose of the report. Thesis-driven
presentations should use background information to establish the basis of the thesis.
 Step 2- Cite and write about previous research on the subject. Give a general survey of
important works and concepts that establish the basis or relevance of the research.
 Step 3- Establish any holes in previous research, according to the Claremont Colleges
Writing Centers. Clearly state what your report will prove or solve and explain how
this fills the holes in previous research or establishes the groundwork for further
research.
 Step 4- Write the conclusion with careful attention to any potential problems within
your argument or research. Remember that your professor will review the report
proposal and he will provide useful feedback on anticipated research dilemmas.
Research dilemmas include anything from potential loopholes in argumentation to
difficulty finding or obtaining information on a subject. Write the introduction last,
since it summarizes the proposal.
 Step 5- Distinguish between qualitative, or argument-based, research and quantitative,
or numbers-based, research. Undergraduate students are not usually given the
opportunity to propose and conduct their own statistical research, but students in
laboratory classes may include statistical analysis in reports. Quantitative reports focus
less on argumentation and more on statistical methodology and potential problems that
could interfere with the quality of the study.
PROPOSALS
Ultimately, proposals are written documents used when making a request, when making an
offer, or when urging someone to take action. For example, a proposal could be used to
request permission from a person in a position of authority. Similarly, a proposal could be
used to offer a service to a potential client. Whatever the case, knowing how to construct a
good proposal is an important skill set, especially in the world of.
Firstly, proposals are divided into two general groups; solicited and unsolicited proposals.
 Solicited proposals are a response to demands made by people, firms or companies, in

attempt to fulfill a specific requirement. It is common practice that such entities
announce/distribute a RFP (Request for Proposal) or CFP (Call for Proposal), stating
what it is they are looking for. Subsequently, a solicited proposal is a document
written in reaction to such a demand, hoping to fulfill the prerequisites of the RFP or
CFP.
 An unsolicited proposal is exactly the opposite and is written without a request from
an outside party. This type of proposal is used more often than not to offer a service, a
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solution to a problem, or when trying to sell something.
All the same, proposals are essentially presentations used to influence its recipient.
Accordingly, knowing who the recipient/audience of the proposal is and catering your
proposal to their needs is recommended. Furthermore, as per Guffey et al. (2006), there are 3
things to remember when writing an effective proposal:
 Emphasize the benefits of your proposal for the reader

 “Toot” your own horn by detailing your expertise and accomplishments
 Make it easy for the reader to understand and respond
While proposals can fall into two groups, solicited and unsolicited, they can also be
written in 2 formats; informal and formal proposals
1 Informal Proposals- Usually comprising 2-6 pages, informal proposals are shorter
than their formal counterpart. An informal proposal is made up of 6 components
labelled Introduction, Background, Proposal, Staffing, Budget and Authorization. It
typically used as a response to smaller issues, problems or projects.
2 Formal Proposals- Formal proposals are similar to informal proposals accept that
they differ in size and format. As per Guffey et al. in Business communication:
Process and product, formal proposals are generally a response to big projects and
contain components in addition to the 6 included in an informal proposal.
FORMAL REPORTS
Formal reports are documents used to interpret data and essentially report information.
Through a process of data collection and analysis, reports ultimately make recommendations
on the subject matter treated within. Extremely similar to formal proposals in length and
format, formal reports are the result of detailed research and analysis. Due to the fact that the
formal report and proposal are so similar in structure we will only discuss the part that are not
described in the proposal section, or those that are not matching in both a formal proposal or
report.
Formal Report Layout:
1. Cover
2. Title page
3. Letter or memo of transmittal
4. Table of contents
5. List of figures
6. Executive summary
7. Introduction
8. Body
9. Conclusions
10. Recommendations
11. Appendix
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12. Works cited / bibliography
1. Cover- The cover of a formal report is the first thing to great the reader who picks up the
report. Accordingly, it will be the component that gives the reader his first impression of
your document. Thus it is important to make your report look crisp and professional.
Guffey et al. in Business communication: Process and product maintain that the cover
should firstly have the report title on it, followed by the author’s / company’s name.
Another thing that one could include on a report cover would be a company logo.
2. Title page- The title page of a formal report should include the following information:
 Title of the report, all in uppercase letters
 The name of the person authorized the report or who it was prepared for (preceded by
“Prepared for”)
 The name of the author of the report (preceded by “Prepared by”)
 The date of the reports submission
3. Letter or memo of transmittal- As per Guffey et al. in Business communication: Process
and product, the letter or memo of transmittal in a formal report should fulfill the
following 4 requirement-
 Announce the topic of the report and tell how it was authorized
 Briefly describe the project
 Highlights the report’s findings, conclusions and recommendations
 Closes with appreciation for the assignment, instruction for the readers follow up
action, acknowledgements for help from others, or offers of assistance
(Letter: sent to outsiders, Memo: sent to insiders)
4. Conclusions- The conclusion section of report includes deductions made through
interpretation of the data or findings. These deductions should be a response to the
numerous questions posed when putting forward the purpose of the report. In some
reports, the conclusions section as well as the following recommendations section can be
combined to form one.
5. Recommendations- In the recommendations section of the report, you make suggestions
on what must be done to resolve the problem or issue at hand. These recommendations
should be brief, explicit, and should evolve from findings and conclusions found within
the report
6. References / works cited / bibliography- The bibliography section should include a list
of works cited throughout your report. Depending on the writing format used, for example
MLA or APA, your bibliography will be called either works cited or references
respectively. It is in this section that readers can see from where and who the ideas cited in
the text came.
UNIT IV
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Employment messages
Contents:
 Writing resume
 Application letter
 Writing the opening paragraph,
 Writing the closing paragraph
 Summarizing
HOW TO WRITE A RESUME

Resume is most important tool when applying for a job. It doesn't matter how qualified the
one is, or how much experience one have - if his/her resume is poorly presented or badly
written, he/she going to have trouble getting the job they want - or even an interview.
The Purpose of a Resume- Resume is a marketing tool. It needs to demonstrate:

Candidate is employable
How candidate meet the job and the organization’s requirements
That candidate has the right qualifications and education
That candidate has the right experience and skills
That candidate has the right level of professionalism for the job
How Long Should Resume Be- There is no set length for a resume. A resume varies in
length depending on your experience and education. If candidate hasn’t worked much before,
one or two pages is best, but three pages is okay if candidate has got a lot of study and work
behind you.
Make sure candidate doesn't pad out his resume. If resume is only one page, as long as it's
well-presented it might get better results than a two-page resume full of unnecessary
information.
How Should I Order My Resume- Generally it's always good to present the information on
your resume in this order:
 Contact details
 Opening statement
 List of key skills
 List of technical/software skills
 Personal attributes/career overview
 Educational qualifications
 Employment history/volunteering/work placements
 References/referees
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The most important thing is to get the most useful information across first. For example, if
your education history is not specifically related to the job, put it toward the end of your
resume, behind the information that is related to the job.
Need to Change Resume for Each Application- Applicant need to tailor resume to every job
application so that it responds to the specific requirements of the job he/she applying for.
Applicant might not need to change much, but do need to make sure for opening statement,
key skills and personal attributes all respond to the needs of the role, based on the job ad (if
there was one) and the research have done into the job. He should also tailor resume to show
how his work experience specifically meets the needs of the job he is applying for.
How to Tailor Your Resume- Ways that you can tailor your resume include:
 Using your opening statement to link your experience and education to the organisation
and the requirements of the job
 Listing your most relevant key skills first
 Including examples of achievements that meet the advertised requirements of the job
 Including specifically relevant key words and phrases throughout your resume
What Your Resume Should Include

1. Contact Details- Make sure you include your name, email address and a contact phone
number on your resume. You don't have to include your home address, although there
might be some situations when doing so would be a good idea. Don't include your contact
details in the header of your resume. Recruitment software sometimes has difficulty
reading information in headers or footers, so it's a good idea to avoid headers altogether.
You can put your contact details in the footer of your resume, but if you do, you must
make sure they're also in the main body of the document.
2. Opening Statement- An opening statement is a summary of who you are, where you've
studied and/or worked, and what you bring to the job. It should be about six lines long and
written in first person without the personal reference (i.e., don't say "I did this" - say “Did
this" instead). Your opening statement should start with one sentence about who you are
and what you bring to the job, then describe the skills and attributes you have that suit you
to the job.
3. Key Skills & Strengths- Your resume should include a list of between 10 and 15 skills
that link your experience to the job you're applying for. If the job you're applying for was
advertised, either the ad or the position description may provide a list of skills and
experiences that are essential for doing the job. It may also provide a list of "desirable"
skills and experience. Your list of key skills & strengths needs to respond to all of the
items on the "essential" list and as many items as possible on the "desirable" list. When
putting together this list, think of things you've done or learned to do as part of:
 Jobs you've had
 Your studies
 Any work placements you've done
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 Any volunteering you've done
4. Technical/Software Skills- This is a short list of the names of software or technology you
know how to use. Examples might include:
 Word processing or spreadsheet software
 Programming languages
 Tools (e.g., cash registers, EFTPOS)
 Personal Attributes
If you haven't got much work experience, a list of personal attributes can be another way
to demonstrate that you're the right person for the job.
5. Educational History- Your Educational History only needs to show your highest level of
education. You don't need to include your results, unless showing them proves how well
you’re suited to the job. If you can, you should also include a few bullet points listing your
academic achievements (e.g., school or class captaincies, awards you've won, or groups
you've been part of).
6. Employment History- When providing your employment history, start with the your
most recent job and go backwards from there. Give the position title and the dates you
worked there. If you haven't had a job before, you can use other things to demonstrate
your experience, including:
 Work experience you've done through school
 Work placements or internships that you've done through university or TAFE
 Volunteer work you've done
For each job provide a list of the things that you achieved while in that job, and the
significant contributions you made to the organisation. Make sure that these achievements and
contributions match the key skills and strengths listed earlier on your resume.
7. References/Referees- Your resume should list two people who can positively recommend
you as an employee. Ideally your references will be people that you have worked with
before. Provide their name, their position title, and a way that they can be contacted.
8. Testimonials- A testimonial is another good way to prove that your skill and experience is
what the employer is looking for. Getting a testimonial can be as easy as asking a
colleague, teacher or previous employer to write a couple of sentences about you. Ideally
the people you get testimonials from should also be included in your references. You can
include any testimonials you get as part of your educational history or your
employment/volunteering/work placement history. Usually it's enough to include one or
two testimonials in your resume. Any more than two is probably too many.
9. Keywords- A lot of recruitment agencies use software that scans applications for key
words and phrases. Applications that don't use the right keywords tend to be automatically
rejected. Key words and phrases that this software looks for can include the names of:
 Skills
 Jobs
 Activities
 Qualifications
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 Software
 Tools
To make sure your resume has the right key words and phrases, check out the job ad and make
a list of the words and phrases it uses. If you don't have a written job ad to refer to, you can
use a job search engine to find other ads for similar jobs and see what kind of keywords those
ads use. Once you have a list to work from, start adding those words and phrases to your
resume. Good places to add keywords include:
 Your opening statement
 Your list of key skills
 Your educational history
 Your employment history
What NOT to Put On Your Resume- Here are a few things not to include on your resume.
Note that there may be circumstances when including some of the following information
shows that you're a good fit for the job. If that's the case, including that information would be
a good idea.
Personal Information
You don't have to provide any personal information on your resume. There's no benefit to be
gained from providing information that could be used to generalise about you as a potential
employee.
 Your resume doesn't have to include:
 Your birthdate
 Your gender
 Your address
 Any ailments or disabilities
 Your health status
A possible exception to this might be when providing this information would give
your application an advantage (e.g., if the employer is looking for someone young, or a female
applicant). In these situations, consider including such information if you think it would
strengthen your application.
Typos or Factual Errors- Submitting a resume or cover letter with spelling mistakes will
guarantee you don't get an interview. You should spell-check your resume before you send it,
but you should also get someone else to read it as well and check for mistakes you might have
missed. Double-check everything that you include in your resume. If you mention the
company's name, make sure you get it right. If you mention the name of places you've worked
before, make sure you get that right. Mistakes on resumes are worse than typos.
Images and Graphics- Don't include images or photos on your resume. Not only are images
disliked by recruiters and HR professionals, they can also create problems with recruitment
software.
Content in Headers- Many resumes only feature the applicant's name and contact details in
the header of the document. Some recruitment software is unable to read information in
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headers and footers. If you do include information in the header and footer of your resume,
make sure you include it in the body of the document too. Fancy Formatting- Stick to easy-
to-read fonts and formats. This makes it easier for recruiters to review your resume. It also
means any recruitment software that reviews your resume can easily read the information.
Good fonts to use include:
 Verdana
 Arial
 Century gothic
 Calibri
Don't use large headers to break up the sections of your resume. Use a 10- or 11-point font for
your main content and a 12- or 14-point maximum for headers.
Information in Tables- Some resume templates present information in tables to help with
layout, but some recruitment software is unable to read tables. Your resume should only be
formatted using line breaks and simple formatting (like setting multiple columns across the
page).
PDF Versions of Your Resume- Some recruitment software can't read pdfs. Unless a job ad
specifically says to provide your resume as a .pdf, you should always only submit your
resume in word format (.doc or .docx).
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APPLICATION LETTER FOR JOB REQUIREMENT
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UNIT V
Public Speaking
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Contents:
 Spoken skills Conducting Presentation

 Oral presentation, Debates, Speeches
 Interview, Group Discussion
 English Pronunciation, Building Vocabulary
PUBLIC SPEAKING SKILLS
 Research a topic – Good speakers stick to what they know. Great speakers research
what they need to convey their message.
 Focus – Help your audience grasp your message by focusing on your message.
Stories, humor, or other “sidebars” should connect to the core idea. Anything that
doesn’t needs to be edited out.
 Organize ideas logically – A well-organized presentation can be absorbed with
minimal mental strain. Bridging is key.
 Employ quotations, facts, and statistics – Don’t include these for the sake of
including them, but do use them appropriately to complement your ideas.
 Master metaphors – Metaphors enhance the understandability of the message in a
way that direct language often cannot.
 Tell a story – Everyone loves a story. Points wrapped up in a story are more
memorable, too!
 Start strong and close stronger – The body of your presentation should be strong
too, but your audience will remember your first and last words (if, indeed, they
remember anything at all).
 Incorporate humor – Knowing when to use humor is essential. So is developing the
comedic timing to deliver it with greatest effect.
 Vary vocal pace, tone, and volume – A monotone voice is like fingernails on the
chalkboard.
 Punctuate words with gestures – Gestures should complement your words in
harmony. Tell them how big the fish was, and show them with your arms.
 Utilize 3-dimensional space – Chaining yourself to the lectern limits the energy and
passion you can exhibit. Lose the notes, and lose the chain.
 Complement words with visual aids – Visual aids should aid the message; they
should not be the message
 Analyze your audience – Deliver the message they want (or need) to hear.
 Connect with the audience – Eye contact is only the first step. Aim to have the
audience conclude “This speaker is just like me!” The sooner, the better.
 Interact with the audience – Ask questions (and care about the answers). Solicit
volunteers. Make your presentation a dialogue.
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 Conduct a Q&A session – Not every speaking opportunity affords a Q&A session,
but understands how to lead one productively. Use the Q&A to solidify the impression
that you are an expert, not (just) a speaker.
 Lead a discussion – Again, not every speaking opportunity affords time for a
discussion, but know how to engage the audience productively.
 Obey time constraints – Maybe you have 2 minutes. Maybe you have 45. Either way,
customize your presentation to fit the time allowed, and respect your audience by not
going over time.
 Craft an introduction – Set the context and make sure the audience is ready to go,
whether the introduction is for you or for someone else.
 Exhibit confidence and poise – These qualities are sometimes difficult for a speaker
to attain, but easy for an audience to sense.
 Handle unexpected issues smoothly – Maybe the lights will go out. Maybe the
projector is dead. Have a plan to handle every situation.
 Be coherent when speaking off the cuff – Impromptu speaking (before, after, or
during a presentation) leaves a lasting impression too. Doing it well tells the audience
that you are personable, and that you are an expert who knows their stuff beyond the
slides and prepared speech.
 Seek and utilize feedback – Understand that no presentation or presenter (yes, even
you!) is perfect. Aim for continuous improvement, and understand that the best way to
improve is to solicit candid feedback from as many people as you can.
 Listen critically and analyze other speakers – Study the strengths and weakness of
other speakers.
 Act and speak ethically – Since public speaking fears are so common, realize the
tremendous power of influence that you hold. Use this power responsibly.
SPEECH/ORAL PRESENTATIONS
The thing people fear most is speaking in public. Needless to say, college students are not
immune from this terror, which, for you psychology hounds, even has a name: glossophobia.
Unfortunately, in college, it's not always so easy to avoid public speaking. Some schools have
required courses in speech. And even in colleges where speech isn't a subject, there often is a
broad variety of courses that incorporate presentations or reports–and sometimes full-length
seminars–into the regular class activities.
1. Do your homework- Nobody can give a good presentation without putting in some
serious time preparing remarks. Many gifted speakers look as if they're just talking off the
cuff, saying whatever comes to mind. But, in truth, they've spent considerable time
figuring out what they're going to say. You should, too.
2. Play the parts- Good presentations are structured in sections. Many presentations need
only two or three main points. Organizing your points into a few main parts and telling
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your audience what these parts are–both before and as you go through your presentation–
can be the difference between a winning presentation and a loser.
3. Do a dry run- It's always good to do a run-through (or even a couple of run-throughs) the
night before the presentation. This can help with both your timing and your manner of
presentation. Be sure to make mental notes if you went on too long or got nervous or
stuck. Some people find it useful to have a friend pretend to be the audience: He or she
can build up your confidence and maybe even ask a question or two.
4. Look presentable- No need to wear a suit, but it's hard for people to take a presentation
seriously when you look like someone who just rolled out of bed.
5. Talk; don't read- Nobody enjoys seeing a speaker burying his or her face in a script,
reading stiffly from a piece of paper. Try to talk from notes, or, if you use a written-out
text, try to look down at it only occasionally. It's less important that you capture the text
word for word than that you present the main ideas in a natural and relaxed way. (Your
practice sessions should help you here, since they enable you to better remember what you
want to say.)
6. Take it slow- The single biggest mistake inexperienced speakers make is going too fast.
Remember that your audience is hearing the material for the first time and isn't nearly as
familiar with the topic as you are.
7. Extra Pointer- If you find yourself running out of time, either drop or briefly summarize
any leftover material. If your presentation includes a discussion period, gesture at the
points you haven't fully covered and suggest them as things that could be discussed later.
8. Use aids- For certain sorts of presentations, visual aids–such as Power-Points, handouts,
even things written on the board–can help your audience locate and grasp the main points.
Just be sure to explain these materials fully in your presentation: No one is happy to see an
outline that can't be made heads or tails of.
9. Extra Pointer- Some presenters find the "speaker notes" feature useful in PowerPoint
(you see a pane with your notes that the audience doesn't see). It sure beats flashcards.
10. Don't bury the crowd- Including massive numbers of quotations or unfathomable
amounts of data can overwhelm even the most attentive audience.
11. Be yourself- As important as the content you present is your authenticity in presenting it,
so don't try to be someone you're not. You'll never succeed.
12. Play it straight- There's no harm in including a little humor in your presentations,
especially if you can carry it off well. But in most college presentations, clowns will get
C's.
13. Circle the crowd- A very important part of public speaking is to make eye contact with
people seated in all parts of the room–even those nodding off in the back. That shows
people that you're interested in communicating with them–not just getting through this
experience as quickly as possible. And it wouldn't hurt to go out from in back of the
podium or desk and walk around the room a little. Sharing space with the audience can
also communicate your interest in sharing your results with them, something you surely
want to do.
14. Appear relaxed- You don't have to actually be relaxed–few speakers are–but at least try
to appear as relaxed as possible. Bring along some water or a drink, take short breaks from
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time to time, and think pleasant thoughts. No one enjoys speakers who are trembling and
sweating bullets.
15. Professors' Perspective- Some professors throw up before having to lecture. It doesn't
happen often–thankfully–but take consolation in knowing that even very experienced
speakers find it tense to give a lecture.
16. Finish strong- Always be sure to have a satisfying conclusion to your presentation in
which you make clear to the listeners what they now know. It creates a warm feeling in
the minds of your listeners and shows them that they've really learned something from
your talk—which they probably have.
17. Play the parts- Good presentations are structured in sections. Many presentations need
only two or three main points. Organizing your points into a few main parts and telling
your audience what these parts are–both before and as you go through your presentation–
can be the difference between a winning presentation and a loser.
18. Do a dry run- It's always good to do a run-through (or even a couple of run-throughs) the
night before the presentation. This can help with both your timing and your manner of
presentation. Be sure to make mental notes if you went on too long or got nervous or
stuck. Some people find it useful to have a friend pretend to be the audience: He or she
can build up your confidence and maybe even ask a question or two.
4 BASIC TYPES OF SPEECHES

The four basic types of speeches are: to inform, to instruct, to entertain, and to persuade.
These are not mutually exclusive of one another. You may have several purposes in mind
when giving your presentation. For example, you may try to inform in an entertaining style.
Another speaker might inform the audience and try to persuade them to act on the
information. However, the principle purpose of a speech will generally fall into one of four
basic types:
1. Informative- This speech serves to provide interesting and useful information to your
audience. Some examples of informative speeches:
 A teacher telling students about earthquakes
 A student talking about her research
 A travelogue about the Tower of London
 A computer programmer speaking about new software
2. Demonstrative Speeches- This has many similarities with an informative speech. A
demonstrative speech also teaches you something. The main difference lies in including a
demonstration of how to do the thing you’re teaching. Some examples of demonstrative
speeches:
 How to start your own blog
 How to bake a cake
 How to write a speech
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 How to… just about anything

3. Persuasive- A persuasive speech works to convince people to change in some way: they
think, the way they do something, or to start doing something that they are not currently
doing. Some examples of persuasive speeches:
 Become an organ donor
 Improve your health through better eating
 Television violence is negatively influencing our children
 Become a volunteer and change the world
4. Entertaining- The after-dinner speech is a typical example of an entertaining speech. The
speaker provides pleasure and enjoyment that make the audience laugh or identify with
anecdotal information. Some examples of entertaining speeches:
 Excuses for any occasion
 Explaining cricket to an American
 Things you wouldn’t know without the movies
INTERVIEW
An interview is a face-to-face meeting, especially for the purpose of obtaining a statement for
assessing the qualities of a candidate. It further, indicates a physical meeting of people with
two possible objectives:
 To obtain a statement or opinion – as is done when film stars are interviewed to get their
views on any particular role, or when the prime minister is interviewed to get statement on
the result of his discussion with another political leader.
 To assess a person for selection – such as interviews for jobs, admission to educational
institutions, etc.
According to Gary Dessler, “An interview is a procedure designed to obtain information from a
person’s oral response to oral inquiries.”
According to Thill and Bovee, “An interview is any planed conversation with a specific purpose
involving two or more people”.
According to Dr. S. M. Amunuzzaman, “Interview is a very systematic method by which a person
enters deeply into the life of even a stranger and can bring out needed information and data for the
research purpose.”
1. Structured Interview- Here, every single detail of the interview is decided in advance.
The questions to be asked, the order in which the questions will be asked, the time given
to each candidate, the information to be collected from each candidate, etc. is all decided
in advance. Structured interview is also called Standardised, Patterned, Directed or Guided
interview. Structured interviews are preplanned. They are accurate and precise. All the
interviews will be uniform (same). Therefore, there will be consistency and minimum bias
in structured interviews.
2. Unstructured Interview- This interview is not planned in detail. Hence it is also called as
Non-Directed interview. The question to be asked, the information to be collected from
the candidates, etc. are not decided in advance. These interviews are non-planned and
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therefore, more flexible. Candidates are more relaxed in such interviews. They are
encouraged to express themselves about different subjects, based on their expectations,
motivations, background, interests, etc. Here the interviewer can make a better judgement
of the candidate's personality, potentials, strengths and weaknesses. However, if the
interviewer is not efficient then the discussions will lose direction and the interview will
be a waste of time and effort.
3. Group Interview- Here, all the candidates or small groups of candidates are interviewed
together. The time of the interviewer is saved. A group interview is similar to a group
discussion. A topic is given to the group, and they are asked to discuss it. The interviewer
carefully watches the candidates. He tries to find out which candidate influences others,
who clarifies issues, who summarizes the discussion, who speaks effectively, etc. He tries
to judge the behaviour of each candidate in a group situation.
4. Exit Interview- When an employee leaves the company, he is interviewed either by his
immediate superior or by the HRD manager. This interview is called an exit interview.
Exit interview is taken to find out why the employee is leaving the company. Sometimes,
the employee may be asked to withdraw his resignation by providing some incentives.
Exit interviews are taken to create a good image of the company in the minds of the
employees who are leaving the company. They help the company to make proper HRD
policies, to create a favorable work environment, to create employee loyalty and to reduce
labour turnover.
5. Depth Interview- This is a semi-structured interview. The candidate has to give detailed
information about his background, special interest, etc. He also has to give detailed
information about his subject. Depth interview tries to find out if the candidate is an expert
in his subject or not. Here, the interviewer must have a good understanding of human
behaviour.
6. Stress Interview- The purpose of this interview is to find out how the candidate behaves
in a stressful situation. That is, whether the candidate gets angry or gets confused or gets
frightened or gets nervous or remains cool in a stressful situation. The candidate who
keeps his cool in a stressful situation is selected for the stressful job. Here, the interviewer
tries to create a stressful situation during the interview. This is done purposely by asking
the candidate rapid questions, criticizing his answers, interrupting him repeatedly, etc.
7. Individual Interview- This is a 'One-To-One' Interview. It is a verbal and visual
interaction between two people, the interviewer and the candidate, for a particular
purpose. The purpose of this interview is to match the candidate with the job. It is a two
way communication.
8. Informal Interview- Informal interview is an oral interview which can be arranged at any
place. Different questions are asked to collect the required information from the candidate.
Specific rigid procedure is not followed. It is a friendly interview.
9. Formal Interview- Formal interview is held in a more formal atmosphere. The
interviewer asks pre-planned questions. Formal interview is also called planned interview.
10. Panel Interview- Panel means a selection committee or interview committee that is
appointed for interviewing the candidates. The panel may include three or five members.
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They ask questions to the candidates about different aspects. They give marks to each
candidate. The final decision will be taken by all members collectively by rating the
candidates. Panel interview is always better than an interview by one interviewer because
in a panel interview, collective judgment is used for selecting suitable candidates.
PREPARING FOR INTERVIEWS
In interviews, your job is to convince a recruiter that you have the skills, knowledge and
experience for the job. Show motivation and convince a recruiter that you fit the
organization's culture and job description, and you get that much closer to an offer.
1. Research the organization- This will help you answer questions — and stand out from
less-prepared candidates.
 Seek background information.
a) Use tools like Vault, Wet feet, Career Search or The Riley Guide for an overview of
the organization and its industry profile.
b) Visit the organization’s website to ensure that you understand the breadth of what they
do.
c) Review the organization's background and mission statement.
d) Assess their products, services and client-base.
e) Read recent press releases for insight on projected growth and stability.
 Get perspective- Review trade or business publications. Seek perspective and a glimpse
into their industry standing.
 Develop a question list- Prepare to ask about the organization or position based on your
research.
2. Compare your skills and qualifications to the job requirements

 Analyze the job description- Outline the knowledge, skills and abilities required.
 Examine the hierarchy- Determine where the position fits within the organization.
 Look side-by-side- Compare what the employer is seeking to your qualifications.
3. Prepare responses- Most interviews involve a combination of resume-based, behavioral

and case questions. We encourage you to meet with us to practice telling your story in the
best possible way.
4. Plan what to wear

 Go neutral- Conservative business attire, such as a neutral-colored suit and
professional shoes, is best.
 Err formal- If instructed to dress “business casual,” use good judgment.
 Plug in that iron- Make sure your clothes are neat and wrinkle-free.
 Dress to impress- Be sure that your overall appearance is neat and clean.
5. Plan what to bring

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 Extra copies of your resume on quality paper

 A notepad or professional binder and pen
 A list of references
 Information you might need to complete an application
 A portfolio with samples of your work, if relevant
6. Pay attention to non-verbal communication

 Be mindful- Nonverbal communication speaks volumes.
 Start ahead- Remember that waiting room behaviors may be reported.
 Project confidence- Smile, establish eye contact and use a firm handshake.
 Posture counts- Sit up straight yet comfortably. Be aware of nervous gestures such as
foot-tapping.
 Be attentive- Don't stare, but maintain good eye contact, while addressing all aspects
of an interviewer's questions.
 Respect their space- Do not place anything on their desk.
 Manage reactions- Facial expressions provide clues to your feelings. Manage how
you react, and project a positive image.
7. Follow up- Many interviews end with “Do you have any questions?”
 Bring a list. You may say, “In preparing for today's meeting, I took some time to jot
down a few questions. Please allow me to review my notes.”
 Be strategic. Cover information not discussed or clarify a previous topic — do not ask for
information that can be found on the organization’s website.
a) In your opinion, what makes this organization a great place to work?
b) What do you consider the most important criteria for success in this job?
c) Tell me about the organization’s culture.
d) How will my performance be evaluated?
e) What are the opportunities for advancement?
f) What are the next steps in the hiring process?
GROUP DISCUSSION
Discussions of any sort are supposed to help us develop a better perspective on issues by
bringing out diverse view points. Whenever we exchange differing views on an issue, we get a
clearer picture of the problem and are able to understand it. The understanding makes us
better equipped to deal with the problem. This is precisely the main purpose of a discussion.
The dictionary meaning of the word Group Discussion is to talk about a subject in detail. So,
group discussion may refer to a communicative situation that allows its participants to express
views and opinions and share with other participants. It is a systematic oral exchange of
information, views and opinions about a topic, issue, problem or situation among members of
a group who share certain common objectives.
 GD is essentially an interactive oral process- The group members need to listen to each
other and use voice and gesture effectively, use clear language and persuasive style.
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 GD is structured- the exchange of ideas in a GD takes place in a systematic and

structured way. Each of the participants gets an opportunity to express his/her views and
comments on the views expressed by other members of the group.
 GD involves a lot of group dynamics- that is; it involves both -person to person as well
as group to group interactions. Every group member has to develop a goal oriented or
group oriented interaction. A participant needs to be aware of needs of other group
members and overall objectives of the discussion.
DEFINITION: Group discussion may be defined as – a form of systematic and purposeful

oral process characterized by the formal and structured exchange of views on a particular
topic, issue, problem or situation for developing information and understanding essential for
decision making or problem solving.
Characteristics Of Successful Group Discussion

For any group discussion to be successful, achieving group goal is essential. Following
characteristics are necessary:
1. Having a clear objective: The participants need to know the purpose of group discussion
so that they can concentrate during the discussion and contribute to achieving the group
goal. An effective GD typically begins with a purpose stated by the initiator.
2. Motivated Interaction: When there is a good level of motivation among the members,
they learn to subordinate the personal interests to the group interest and the discussions are
more fruitful.
3. Logical Presentation: Participants decide how they will organize the presentation of
individual views, how an exchange of the views will take place, and how they will reach a
group consensus. If the mode of interaction is not decided, few of the members in the
group may dominate the discussion and thus will make the entire process meaningless.
4. Cordial Atmosphere: Development of a cooperative, friendly, and cordial atmosphere
avoids the confrontation between the group members.
5. Effective Communication skills: The success of a GD depends on an effective use of
communication techniques. Like any other oral communication, clear pronunciations,
simple language, right pitch are the pre-requisites of a GD. Non-verbal communication
has to be paid attention to since means like body language convey a lot in any
communication.
6. Participation by all candidates: When all the members participate, the GD becomes
effective. Members need to encourage each other in the GD.
7. Leadership Skills: Qualities like initiation, logical presentation, encouraging all the group
members to participate, summarizing the discussion reflect the leadership qualities.
PRONUNCIATION
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 Pronunciation is a set of habits of producing sounds. The habit of producing a sound is

acquired by repeating it over and over again and by being corrected when it is
pronounced wrongly.
 Learning to pronounce a second language means building up new pronunciation habits
and overcoming the bias of the first language (Cook, 1996).
 Pronunciation refers to the production of sounds that we use to make meaning. It
includes attention to the particular sounds of a language (segments), aspects of speech
beyond the level of the individual sound, such as intonation, phrasing, stress, timing,
rhythm (suprasegmental aspects), how the voice is projected (voice quality) and, in its
broadest definition, attention to gestures and expressions that are closely related to the
way we speak a language.
 A broad definition of pronunciation includes both suprasegmental and segmental
features.
 Although these different aspects of pronunciation are treated in isolation here, it is
important to remember that they all work in combination when we speak, and are
therefore usually best learned as an integral part of spoken language.
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UNIT VI
Barriers to Communication & Listening

Contents:
 Barriers to effective communication and ways to overcome them.

 Listening, importance of listening and types of listening
 Barriers to effective listening overcoming them
 Listening situation, developing listening skills
Communication Barriers
There are many reasons why interpersonal communications may fail. In many communications, the
message may not be received exactly the way the sender intended and hence it is important that the
communicator seeks feedback to check that their message is clearly understood. The skills of Active
Listening, Clarification and Reflection, which we will discuss shortly, may help but the skilled
communicator also needs to be aware of the barriers to effective communication. There exist many
barriers to communication and these may occur at any stage in the communication process. Barriers
may lead to your message becoming distorted and you therefore risk wasting both time and/or
money by causing confusion and misunderstanding. Effective communication involves overcoming
these barriers and conveying a clear and concise message.
For the convenience of study the different barriers can be divided into four parts:
(1) Semantic Barriers

There is always a possibility of misunderstanding the feelings of the sender of the message or
getting a wrong meaning of it. The words, signs, and figures used in the communication are
explained by the receiver in the light of his experience which creates doubtful situations. This
happens because the information is not sent in simple language.
The chief language-related barriers are as under:
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(i) Badly Expressed Message:

Because of the obscurity of language there is always a possibility of wrong interpretation of the
messages. This barrier is created because of the wrong choice of words, in civil words, the wrong
sequence of sentences and frequent repetitions. This may be called linguistic chaos.
(ii) Symbols or Words with Different Meanings:

A symbol or a word can have different meanings. If the receiver misunderstands the
communication, it becomes meaningless. For example, the word ‘value’ can have different
meanings in the following sentences:
(a) What is the value of computer education these days?
(b) What is the value of this mobile set?
(c) Value our friendship.
(iii) Faulty Translation:
A manager receives much information from his superiors and subordinates and he translates it for
all the employees according to their level of understanding. Hence, the information has to be
moulded according to the understanding or environment of the receiver. If there is a little
carelessness in this process, the faulty translation can be a barrier in the communication.
(iv) Unclarified Assumptions:

It has been observed that sometimes a sender takes it for granted that the receiver knows some basic
things and, therefore, it is enough to tell him about the major subject matter. This point of view of
the sender is correct to some extent with reference to the daily communication, but it is absolutely
wrong in case of some special message,
(v) Technical Jargon:

Generally, it has been seen that the people working in an enterprise are connected with some special
technical group who have their separate technical language.
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Their communication is not so simple as to be understood by everybody. Hence, technical language

can be a barrier in communication. This technical group includes industrial engineers, production
development manager, quality controller, etc.
(vi) Body Language and Gesture Decoding:

When the communication is passed on with the help of body language and gestures, its
misunderstanding hinders the proper understanding of the message. For example, moving one’s
neck to reply to a question does not indicate properly whether the meaning is ‘Yes’ or ‘No’.
(2) Psychological or Emotional Barriers

The importance of communication depends on the mental condition of both the parties. A mentally
disturbed party can be a hindrance in communication. Following are the emotional barriers in the
way of communication:
(i) Premature Evaluation:

Sometimes the receiver of information tries to dig out meaning without much thinking at the time of
receiving or even before receiving information, which can be wrong. This type of evaluation is a
hindrance in the exchange of information and the enthusiasm of the sender gets dampened.
(ii) Lack of Attention:
When the receiver is preoccupied with some important work he/she does not listen to the message
attentively. For example, an employee is talking to his boss when the latter is busy in some
important conversation. In such a situation the boss may not pay any attention to what subordinate is
saying. Thus, there arises psychological hurdle in the communication.
(iii) Loss by Transmission and Poor Retention:

When a message is received by a person after it has passed through many people, generally it loses
some of its truth. This is called loss by transmission. This happens normally in case of oral
communication. Poor retention of information means that with every next transfer of information
the actual form or truth of the information changes.
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According to one estimate, with each transfer of oral communication the loss of the information
amounts to nearly 30%. This happens because of the carelessness of people. Therefore, lack of
transmission of information in its true or exact form becomes a hindrance in communication.
(iv) Distrust:
For successful communication the transmitter and the receiver must trust each other. If there is a
lack of trust between them, the receiver will always derive an opposite meaning from the message.
Because of this, communication will become meaningless.
(3) Organisational Barriers

Organisational structure greatly affects the capability of the employees as far as the communication
is concerned. Some major organisational hindrances in the way of communication are the following:
(i) Organisational Policies:

Organisational policies determine the relationship among all the persons working in the enterprise.
For example, it can be the policy of the organisation that communication will be in the written form.
In such a situation anything that could be conveyed in a few words shall have to be communicated
in the written form. Consequently, work gets delayed.
(ii) Rules and Regulations:

Organisational rules become barriers in communication by determining the subject-matter, medium,
etc. of communication. Troubled by the definite rules, the senders do not send some of the
messages.
(iii) Status:
Under organising all the employees are divided into many categories on the basis of their level. This
formal division acts as a barrier in communication especially when the communication moves from
the bottom to the top.
For example, when a lower-level employee has to send his message to a superior at the top level
there is a lurking fear in his mind that the communication may be faulty, and because of this fear, he
cannot convey himself clearly and in time. It delays the decision making.
___________________________________________________________________________
(iv) Complexity in Organisational Structure:

The greater number of managerial levels in an organisation makes it more complex. It results in
delay in communication and information gets changed before it reaches the receiver. In other words,
negative things or criticism are concealed. Thus, the more the number of managerial levels in the
organisation, the more ineffective the communication becomes.
(v) Organisational Facilities:

Organisational facilities mean making available sufficient stationery, telephone, translator, etc.
When these facilities are sufficient in an organisation, the communication will be timely, clear and
in accordance with necessity. In the absence of these facilities communication becomes
meaningless.
(4) Personal Barriers

The above-mentioned organisational barriers are important in themselves but there are some barriers
which are directly connected with the sender and the receiver. They are called personal barriers.
From the point of view of convenience, they have been divided into two parts:
(a) Barriers Related to Superiors: These barriers are as follows:

(i) Fear of Challenge of Authority:
Everybody desires to occupy a high office in the organisation. In this hope the officers try to conceal
their weaknesses by not communicating their ideas. There is a fear in their mind that in case the
reality comes to light they may have to move to the lower level,
(ii) Lack of Confidence in Subordinates:

Top-level superiors think that the lower- level employees are less capable and, therefore, they ignore
the information or suggestions sent by them. They deliberately ignore the communication from their
subordinates in order to increase their own importance. Consequently, the self-confidence of the
employees is lowered.
(b) Barriers Related to Subordinates: Subordinates-related barriers are the following:

(i) Unwillingness to Communicate:
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Sometimes the subordinates do not want to send any information to their superiors. When the
subordinates feel that the information is of negative nature and will adversely affect them, an effort
is made to conceal that information.
If it becomes imperative to send this information, it is sent in a modified or amended form. Thus,
the subordinates, by not clarifying the facts, become a hindrance in communication,
(ii) Lack of Proper Incentive:

Lack of incentive to the subordinates creates a hindrance in communication. The lack of incentive to
the subordinates is because of the fact that their suggestions or ideas are not given any importance.
If the superiors ignore the subordinates, they become indifferent towards any exchange of ideas in
future.
Overcoming Barriers
Most of the above mentioned barriers can be overcome by the skilled communicator. Obviously,
bridging gaps in geography and communicating through disabilities are a topic for a different
discussion. Below, we will look at some tools that can be used to bridge barriers in everyday
communications.
 Active Listening:
Active listening is a skill that can be acquired and developed with practice. However, this
skill can be difficult to master and will, therefore, take time and patience. 'Active listening'
means, as its name suggests, actively listening. That is fully concentrating on what is being
said rather than just ‘hearing’ the message of the speaker. Active listening involves listening
with all senses. As well as giving full attention to the speaker, it is important that the ‘active
listener’ is also ‘seen’ to be listening - otherwise the speaker may conclude that what they
are talking about is uninteresting to the listener. By providing this 'feedback' the person
speaking will usually feel more at ease and therefore communicate more easily, openly and
honestly. There are both verbal and non-verbal cues that convey active listening. Non-verbal
signs include smiling (if appropriate), making eye contact, nodding at appropriate times, and
avoiding distractions. Theses non-verbal cues convey the message that you are interested in
what the speaker has to say, and that your attention is fully invested. Offering verbal signs of
active listening can also be useful. Reflecting on something the speaker has said by asking a
clarifying question is a terrific way to do this. Paraphrasing involves finding slightly
___________________________________________________________________________
different words to repeat the main idea of the speaker, and is also great way to show active
listening.
 Use Simple Language:
It’s important to remember the audience that you’re speaking to, and use language that can
be easily understood. Avoid using medical terminology or jargon when speaking to clients
and their families. People are often intimidated by such language, and can be afraid to admit
that they don’t understand the message being delivered. An important tool to use when
speaking is to pause occasionally and ask questions to ensure that your message is being
understood as intended. You may also allow the listener to ask questions to clarify any
points.
 Give Constructive Feedback:
Remember that feedback was part of the communication chain we looked at on the first
page. While the feedback that you give the speaker/sender may occasionally be negative, it
is important that it be constructive in nature. The intent of the feedback should be to further
the abilities of the speaker. This will strengthen the interpersonal relationship, and enhance
future communications.
Steps to make communication effective:
1. Two-way Communication
2. Strengthen Communication network
3. Promoting participative approach
4. Appropriate Language
5. Credibility in Communication
6. Good Listening
7. Selecting on effective Communication Channel
Listening
Here are six types of listening, starting with basic discrimination of sounds and ending in deep
communication.
Discriminative listening
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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
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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 themselves 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 'dia', 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.
___________________________________________________________________________

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BBA 2 Business Communication Unit wise Notes

Unit-1 Communication-Defining communication, Process of

Unit-3 Fundamental of Business writing, Format of Business, Types of

Unit-4 Employment Messages Writing Resume, Application letter,

“Communication is the process by which information is transmitted between individuals and

“Communication is the process which involves transmission and accurate replication of

A. COMMUNICATION INSIDE AN ORGANIZATION:

1. STRONGER DECISION MAKING

2. INCREASED PRODUCTIVITY

3. STEADIER WORK FLOW

4. STRONG BUSINESS RELATIONSHIPS & ENHANCED PROFESSIONAL IMAGE

5. CLEARER PROMOTIONAL MATERIALS

6. PROVIDE ADVICE

Order is an authoritative communication pattern and it is directive to somebody always a

13. RAISING MORALE AND MOTIVATION

14. TO GIVE AND RECEIVE INFORMATION

15. TO PROVIDE COUNSELLING

16. TO IMPROVE DISCIPLINE

3. Transmission through media: Once a thought is converted into message, it should be

7. Feedback: Process of communication is incomplete until the receiver responds to the

FIVE ELEMENTS (FACTORS) OF THE PROCESS OF COMMUNICATION:

1. Sender: Sender is the person who initiates the process of communication. He

NEED, IMPORTANCE OF FEEDBACK IN THE PROCESS OF COMMUNICATION

1. Positive / Negative: Feedback is an intelligent understanding of the encoded message

2. Immediate / Delayed: Feedback can be immediate or delayed. In inter-personal

4. Profits / Losses: Feedback can enhance the profits of an organization. If a business

Understanding Communication: Communication today is mainly of three types

Different Communication Models:

THE WORKING OF A COMMUNICATION CHANNEL

IMPORTANCE OF A COMMUNICATION CHANNEL

TYPES OF COMMUNICATION CHANNELS

FORMAL COMMUNICATION CHANNELS

INFORMAL COMMUNICATION CHANNELS

encouraged. Also managers walking around, adopting a hands-on approach to handling

UNOFFICIAL COMMUNICATION CHANNELS

COMMUNICATION BARRIERS AND HOW TO AVOID OR OVERCOME THEM

A CATEGORISATION OF BARRIERS TO COMMUNICATION

4. Physical Barriers- An example of a physical barrier to communication is geographic

VERBAL COMMUNICATION: Verbal communication means such a communication

NON-VERBAL COMMUNICATION: It means communication without the use of

THE DIFFERENT CATEGORIES OF NON-VERBAL COMMUNICATION

SILENCE, TIME AND SOUNDS

IMPORTANCE OF NON-VERBAL COMMUNICATION:

FUNCTION OF NON-VERBAL COMMUNICATION:

There are following six functions of it.

1. To provide information either consciously or unconsciously.

Fundamental of business writing

FUNDAMENTAL OF BUSINESS WRITING

Focus on Content and Style

 Distinguishing Opinion From Facts- These two aspects of communication should be

10 C’S FOR EFFECTIVE BUSINESS WRITING:

WRITING AN EFFECTIVE BUSINESS LETTER

Business Letter Template Fields-

Select a professional letterhead design for your small business

Use a standard business letter format and template

Use a professional tone

Organize your information logically

TYPES OF BUSINESS LETTERS

Your Needs My Qualifications

PC knowledge a plus Hands-on experience

In addition, an inquiry letter should include:

Dear (Name of the Hiring Manager)