Institute of International Management Science (IIMS)

(Affiliated to Lincoln University)

Dhobidhara, Kathmandu
COMPREHENSIVE MANAGERIAL WRITING
ASSIGNMENT III
IN PARTIAL FULFILLMENT OF TASK FOR THE INTERNAL ASSESSMENT
SUBMITTED TO
MR. ATINDRA DAHAL

February 2022

Submitted By
Niki Maharjan
Pooja Mali
Rojina KC
Rasana Manandhar
Reetu Shakya
Prakash CB Rai

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 ACKNOWLEDGEMENT
We, undernamed students of the IIMS College, affiliated to Lincoln University, MBA 1 st

Semester, do hereby acknowledge our gratefulness towards all the persons associated in the

completion of this report.

First of all, we would like to pay our thanks to our respected teacher Prof. Atindra Dahal who has

chosen us for this topic and also provided us help with knowledge, inspiration and information. It

would not be possible for us to complete the same without his sincere and affectionate help.

Lastly, we pay our thanks to our parents, friends who contributed to some extent to complete the

same.

Date: 19th February, 2022 Group Members

1.Niki Maharjan
2.Pooja Mali
3.Rojeena KC
4.Rasana Manandhar
5.Reetu Shakya
6. Prakash CB Rai

EXECUTIVE SUMMARY

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We have made detailed study of the subject matters related to every case. In the first situation we

have studied the case of the company” For Your Love.com Private Limited”, which was an

online shopping portal. It has been facing problems in product quality. We have prepared a

collection letter as a manager for the payment which has been held by the customer after case

study. We have prepared a complaint letter against the telecommunication company in the

second case of bad service of the company. In the third situation, as a manager we have prepared

the report for the case of recommendation to select the brand for the company. In the fourth and

fifth part, we have studied and listed the better communication skills that a professional person

needs and types of listening in business.

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 Constituents of the Report

1. Executive Summary

2. Situation I: Collection Letter

3. Situation II: Complaint Letter

4. Situation III: Memo Report

5. Situation IV: Better Communication Skill for Professionals

6. Situation V: Key Types of Listening

7. Note of Thanks

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Situation I: Collection Letter
For your love.com Private Limited
Online Shopping Portal
Phone: 5516845
Email: account@foryourlove.com
Web: Fouryourlove.com

Dear Dr. Karki

Kings Road
UK

Dear Sir,
This letter is your final reminder that a $5000 balance on your account due on 26th Dec 2018
remains still unpaid. We have tried to contact you for so long and we regret to inform you that
if you failed to pay the due by 15th April 2019, we shall take legal action on it. You must be
aware that going on legal action can seriously affect your business activities.
It has always been a pleasure doing business with you and we would still look forward to
continued business with you, only if you clear this debt.
If you don’t want to go into the legal procedure, we would like to request you to clear the debt
by the given date. If you failed or we don’t hear anything in between, we will assume that you
agree to proceed with the legal procedure.

Sincerely,

Niki Maharjan
Accounts Head
For your Love.com
Email: niksmaharjan@foryourlove.com
28th March 2019

SITUATION II: COMPLAINT LETTER

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To,
The Customer Relation Manager,
Sagarmatha Telecommunication Ltd.
New Baneshwor Kathmandu Nepal

Date: 16/2/2022
From,
Pooja Mali
Kalanki Kathmandu, Nepal
Subject: Complaint regarding unknown calls

Sir/ Madam,
In Jan 2022, I issued a postpaid number 9851252525 from your service point located at New
Baneshwor, Kathmandu Nepal. I am writing this letter in order to bring into your kind
consideration that in this number I am receiving an inappropriate call, threatening calls along
with verbal accusations.
I’ve been receiving these calls since 3 rd February 2022 off-late, I have been receiving the calls
from the different numbers even late at night. I am becoming very concerned now. These calls
frequently from different people has become serious issue now which has given me a mental
torture.
This is to request you to kindly look into the matter seriously and take appropriate action.
I am attaching the call Log for your kind perusal.
I shall be highly obliged for your kind support. My alternative contact number is 9841231111.

Sincerely,
Pooja Mali

SITUATION III: MEMO REPORT

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Recommendation to buy most Suitable Laptop type
At
Pro Tech Private Limited

Prepared By:
Reetu Shakya
IT Manager
Pro Tech Pvt. Ltd

Submitted To
Prashant Shakya
CEO

February 2022

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Pro Tech Pvt. Ltd.
Santinagar, Kathmandu
Ph:4444552, 4444558
Email: it@protech.com.np

Memo Report

To: C.E.O, Prashant Shakya

From: IT Manager, Reetu Shakya
Date: 19th February,2022
Subject: Recommendation to buy Suitable Laptop

1.Introduction
Recently, our office had conducted work from home due to the ongoing pandemic crisis and
has decided to prolong work from home to five Senior Managers in condition of having
intermittent reporting to the office as and when required. To facilitate them to work, the office
has opted to give one hi-tech laptop to each of them. For the purpose, responding the request,
the regular supplier has forwarded quotations of five types of laptops i.e. Dell, HP, Lenovo,
Acer, and Asus respectively. After more than a week of studies, I would like to recommend the
HP brand which will be best for our office.

2. Facts and Findings

Following mentioned are the facts and information that I have collected through the studies
and research about different brand and laptop and their quotations; and the detail of studies is
given below:

I. HP
HP also known as Hewlett-Packard is one of the oldest electronics brands that is not as popular
as it used to be. When it comes to desktops, they still provide the most reliable machines and
are widely used by gamers and professionals.

Brand Pros and Cons:

Pros-
● HP offers laptops for every price bracket.
● It has a competent customer support system.
● HP offers a comprehensive device warranty of up to 3 years.
● The company has a 22.6 percent global laptop market share.
● Comes with AMOLED screens on high-end gadgets.
● Slimmest possible convertibles.
Cons-
● One-dimensional design cues except for the high-end models.
● It’s hardware durability doesn’t inspire confidence.
● Inconsistent battery support in select models

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 II. Lenovo
Established in 1984, Lenovo is a Beijing based global conglomerate, associated with computer
manufacturing. It has a global computer market share of 25.1 percent, closely followed by HP
and Dell.

Brand Pros and Cons:

Pros:
● Flaunts extremely durable hardware components regardless of the price bracket
● Lenovo offers a device for every price segment.
● Global market share of almost 25 percent.
● Wide-range of laptops in terms of design and form factors.
● Prompt customer support system.
● A well-connected network of accessible service centers.
Cons:
● Bland design and structuring.
● Questionable graphics support even on mid-range gadgets.

III.Dell
Their technical and after sales support is really worth praising and is appreciated by users
worldwide. Majority of Dell laptops are budget-friendly and most of their design and hardware
is very straightforward and powerful. However, not everyone likes a simple design and that’s
the only reason some users avoid Dell.

Brand Pros and Cons:

Pros:
● Ultraportable and innovative devices that are ahead of time.
● Extensive product range.
● Dell manufactures light laptops.
● Global market share of 17 percent.
● Every gadget boasts of decent battery life.
● Excellent and prompt customer service.
● 30-day return policy.
● Newer design elements including slimmer bezels
● Excellent screen to display ratio.

Cons:
● The minimalistic design puts off certain users.
● Company doesn’t offer goodies and additional kits with the laptops.
● Minimal discounts on the actual product price.

IV. Acer

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Acer is a Taiwanese computer-manufacturer with a global clientele. Acer laptops are usually
the best value for the money and most of the time with Acer you get what you pay for.
Established in 1976, the company has a decent 5.7 percent global market share, when it comes
to laptop sales. Without a doubt; the company offers a device for every price range. Moreover,
all Acer laptops offer decent battery life. The performance of the Acer Laptops is
commendable despite the affordability.

Brand Pros and Cons:

Pros-
● Extensive product range
● Affordable and versatile gadgets
● 7 percent global laptop market share.
● Dedicated series for high-end professional gaming.
Cons-
● Durability is an issue.
● Frustrating warranty management.
● Inaccessible customer support

V. Asus
Asus Laptops are mostly known for being affordable compared to other brands and reason
behind that might be their in-house manufacturing of motherboards. Their mini laptops and
Chromebooks are highly known for being the best budget-friendly machines. The company is
best known for its gadget segmentation and reliability.

Brand Pros and Cons:

Pros:
● Excellent displays and screen-to-body ratio.
● Innovative design elements.
● Complementary accident protection plans with select devices.
● Dedicated lineups for a professional gaming experience.
● Decent lineup of convertibles.
● Global market share of 5 percent.
Cons:
● Certain gadgets are top-heavy.
● Battery support can be an issue on specific gadgets.

Rating of Experts (out of 10) for 2021

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 Brand/ HP Lenovo Dell Acer Asus
Basis of
comparison
Design 8 8 8 8.2 7.6
Support and 9 8.5 9 6 7
Warranty
Innovation 8 7 7 8 6
Technical 9 8.5 8 8 7.5
Aspect

3. Justification and Recommendation

From these studies, I would like to suggest HP being the best brand for our company because
of following reasons:

● It has a decent warranty policy which can be helpful for us in case any harm occurs to
the laptop.
● The expert rating on the brand is also higher in comparison to other brands
● HP comes with AMOLED screens which help in work retention due to good visibility
● Since it offers a laptop for every price bracket we have a lot of choices to be chosen.
● Since the weight is lighter and the screen is slimmer it makes it more portable.
● There are some serious protection policy provides by the brand which will make the
laptop more secure and long lasting
● The SSD Quality on the brand is also favorable.
● Since gadget are the long-term investment and are mostly single time investment
though the price range goes little higher for the brand the quality, guarantee, warranty,
functionality of the laptop also matters
● Since it has a high market sales value the availability of laptops is also high.
Thus, considering all the factors such as Warranty, Quality, innovation, design, functionality,
performance, availability, HP is the most appropriate laptop brand to our company.

Please feel free to contact me if there is any confusion.

OPEN ENDING QUESTION

NEEDS OF BETTER COMMUNICATION SKILLS IN PROFESSIONS

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Professional people in business today need the ability to communicate with people both inside
and outside the organization. Whether you are competing to get the job you want or to win the
customers your company needs, your success or failure depends to a large degree on your ability
to communicate. In fact, if you are looking for a surefire way to stand out from your competition
in the job market, improving your communication skills may be the single most important step
you can take. If you learn to write well, speak well, listen well and recognize the appropriate way
to communicate in various business situations, you’ll gain a major advantage that will serve you
throughout your career. The essence of communication is sharing, providing data, information,
and insights in an exchange that benefits both you and the people with whom you are
communicating. Some of the needs of the better communication skills for professional person are
as follows:
1. Strong Decision Making: Decision making skills show your proficiency in choosing
between two or more alternatives. You can make decisions once you process all the
information available to you and speak with the right points of contact involved in a
certain situation. Decisions are largely about intuition and reasoning but the other skills
come into play too. If you are also good at decision making, then you are also good at a
host of other skills required to come to logical choice.
2. Faster Problem Solving: Problem is something that is hard to understand or accomplish
or deal with. It can be a task, a situation, or even a person. Problem solving involves
methods and skills to find the best solutions to problems. Problem solving is important
because we all have decisions to make, and questions to answer in our lives.
3. Steadier Workflow: Communications acts as a tool for the effective work related flow
of information. Having the steadier workflow is simply communicating because
communication is a key component of the most workflows. Having work ethics can keep
a steady workflow. It's important to have integrity and pride in every job you do.
4. Increased Productivity: Effective communication allows employees to get clear and
definite instructions, which then enables them to act according to what is expected of
them. Improvement in accountability then increases productivity in the workplace.
5. Stronger Business Relationship: Effective communication skills help us better
understand a person or situation and enables us to resolve differences, build trust and
respect, and creates environments where creative ideas, problem solving, affection, and
caring can flourish.

6. Clearer And More Persuasive Marketing Messages: Communication improves

efficiency in all activities. It reduces the frustration which arises from misunderstanding
and promotes clearer, more structured. Clear communication or message involves putting
oneself which enhances understanding of the other people.
7. Enhance Professional Images: Communication skills helps to enhance professional
image by making the interpersonal relationships in good pattern. The communication and

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 the image you present creates the first impression often the last impression on the people
you meet.
8. Lower Employee Turnover: The better communication skills allows employees to
create stronger ties in the marketplace. There will be more opportunity to influence
perceptions and trends. There will be higher returns on investments.
9. Higher Employee Satisfaction: Employee satisfaction is important for an organization
to grow and to survive the cut throat competition. Employees are most satisfied when
they share a great rapport with their bosses. Communicating with them on a regular basis
helps you know whether they are really happy with their jobs or not.
10. Better Financial Results: The financial part expert should be able to explain trends,
patterns and forecasts in clear and coherent ways. Effective communication strengthens
the connections between a company and all of its stakeholders and benefits business in
numerous ways.

CLOSE ENDING QUESTION

KEY TYPES OF LISTENING AND IT’S FEATURES
Communicating well consists of two parts: expressing oneself and listening to others. Many
people forget the second part. Lots of people are good at talking, but when it’s time to hear the
thoughts and feelings of someone else, they fall short. Listening can be very challenging. It
comes naturally to very few people. Listening is the ability to accurately receive and interpret
messages in the communication process.
Listening is key to all effective communication. Without the ability to listen effectively,
messages are easily misunderstood. As a result, communication breaks down and the sender of
the message can easily become frustrated or irritated. Listening can be defined as a process of
receiving information in the form of sounds or action and reacting or responding to that
information through spoken or unspoken methods.

As it has many importance in communication, listening can be divided in to following

types:
1. Active Listening:
Active listening means participating in the listening process by asking questions or by
encouraging the speaker to speak more and share more information.

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This type of listening is encouraged in work and educational environments where the
participation of the listener makes the information obtained through listening more useful and
effective. In this listening following it has following features:
a. Active listening involves listening with all senses.
b. Active listening is first about understanding the other person, then about being
understood as the listener.
c. In Active listening, the listener is fully engaged and duly reacts to the ideas presented by
the speakers.
d. Active listening is the communication technique often and preferentially used in
counseling, training and conflict resolution.
e. In active listening, the listener analyzes, evaluates and summarizes. This listener observes
the speaker’s behavior and body language.

2. Passive Listening
This type of listening takes place when the listener is physically present, but his mind is not into
the listening, or he is busy day-dreaming. People with a highly creative mind are found to be
involved in partial listening most of the time. It has following features:
a. It happens when one loses motivation or when it’s compulsion to listen.
b. In Passive listening, listeners often miss out the verbal and non-verbal communication
while the speaker gives cues during the conversation.
c. Listeners make no post session response or relation to the speaker.
d. It is a one-way communication.
e. Passive listening doesn’t require much effort.

3. Inactive Listening
Inactive listening is the opposite of active listening. In this type of listening, one does not pay
attention to the speaker and pays more attention to thinking about other matters. In this type of
listening the involvement of the listener is almost zero and does not bother to ask questions or
put queries to establish a better understanding of the matter. Passive listening embodied
following features:
a. Inactive listening is listening without purpose and enjoyment in listening.
b. In inactive listening, a message is received, recognized and negatively interpreted.
c. Listeners give remarks on personal characters and subject matter.
d. There is a chance to face tragic and unexpected end or accidents in between.
e. Listeners focus on something without listening to it.

In some other contexts, listening can be categorized into following terms also:

1. Discriminative Listening
Discriminative listening can be defined as a type of listening where the listener differentiates
between the two sounds produced even though he does not understand the meaning of the
phrases or words.
Features of discriminative listening:
a. It differentiates between various sounds.

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 b. This listening is hardest for individuals who have difficulty in recognizing body
language.
c. It is essential to acquire information that enables us to adapt more effectively to our
environment.
d. It happens when people try to distinguish one sound from everything else.

2. Comprehensive Listening
In this type of listening a listener listens to different sounds and understands the meaning of each
sound. Comprehensive listening is little advanced listening skill to discriminative listening skill,
but it is also a fundamental type of listening, and it also a fundamental part of all other types of
listening.
The most basic element of comprehensive listening is a language. A person should have the
knowledge of a wide range of vocabulary, grammar rules, and syntax in order to decipher what
others are saying. In addition to language, the body language of the person, tone of their voice,
and their facial expressions all play a crucial role in comprehensive listening.
Features of comprehensive listening:
a. It is important to have good discriminative skills for this listening.
b. Listeners need to pay full attention.
c. Listeners will be more respective than judgmental.
d. Listeners don’t argue with the speakers.
e. Listeners understand the message and follow through.

3. Empathic Listening
Empathic listening is also referred to as therapeutic listening. Empathic listening is one of the
favored interpersonal skills. The meaning of empathy is to connect with people and to
understand the views of a person.
Empathy is different and certainly difficult from sympathy. People find it easy to sympathize
with other people by feeling sorry for them but being empathetic towards other people is
difficult, and certainly, it requires more effort at the end of the listener.
Features of Empathic listening:
a. Speakers help to reflect their views and, in this way, help them avoid misunderstanding.
b. It helps speakers to help through rough phases with little strength.
c. It is more formal and ceremonial.
d. It creates a safe environment.

4. Appreciative Listening
Appreciative listening is a kind of biased listening but in a good way. The purpose of this type of
listening is to encourage the listener to speak more and provide more information. In this type of
listening, a listener looks for reasons to appreciate the speaker.
Features of appreciative listening
a. It is the response of the listener, not the source of the message.
b. It focuses on listening for enjoyment or entertainment.
c. Does not involve analyzing or evaluating the information.
d. Used in social situations.

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Hence, Listening is a process where one pays attention to the sounds and tries to understand the
meaning conveyed by the sounds. People most times pay more attention to their speaking skills
and neglect listening skills as they think that critical listening happens on its own.

However, critical listening is the most important interpersonal skill that one should work on.
Listening is one of the most important skills that an employer looks for in a candidate that they
want to hire.

NOTE OF THANKS

First and foremost, we would like to thank Prof. Mr. Atindra Dahal for his fantastic and patient

guidance through all the process of this report writing.

Also, we have to thank our team members whose constant dedication and assistance in every

single moment in this report writing made this assignment possible.

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Getting through the long and difficult process of writing and completing our dissertation/thesis

would not have been possible without team effort of Ms. Pooja Mali, Ms. Niki Maharjan, Ms.

Rojeena KC, Ms. Reetu Shakya , Ms. Rasana Manandhar and Prakash CB Rai.

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