Business Communication

June 2022 Examination i i

Q1. You are the Team Leader with Amazon. A new group of interns has joined the company.
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i You have been given the responsibility of explaining to them how to draft business messages.
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i You explain to them about, 'Adapting the message to Your Audience.' This can be done by -
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 Using the You Attitude; i i i

 Maintaining Standard of Etiquette; i i i

 Emphasizing the Positive and i i i

 Using Bias-Free Language. i i

Explain these giving appropriate examples of each. (10 Marks)

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ANS:
There are four characteristics of taking account of client requests when producing corporate
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i messaging:-
 The "you" method refers to writing and speaking from the perspective of your audience's
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i hopes, goals, aspirations, and choices rather than your own. Composing with all of this
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i attitude is crucial to accurate communication because it shows your reader that you are
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i thinking about their interests, not just your own.

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 Social etiquette now entails not only recognising your audience, but also contributing to a
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i more effective communication environment and reducing unpleasant emotional reactions.

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 Corporate communication refers to any planned piece of journalism that provides critical
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i information to the target market in a plain, concise, and acceptable manner. Attentive
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i presenters can tell the difference between communicating bad news and being unpleasant.
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i They look for ways to sell crucial components while disguising the unpleasant information.
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  Being responsive requires avoiding prejudiced terminology that categorises or stigmatises
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i people based on their gender, race, nationality, ageing, or impairments in unjust or immoral
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i ways.

USING THE “YOU” ATTITUDE i i i i

The “you” attitude comprises speaking and writing in terms of your audience's desires, interests,
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i hopes, and preferences. On the most basic level, you may adopt the “you” attitude by swapping
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i phrases like "I," "me," "mine," "we," "us," and "ours" with "you" and "yours."
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Importance of using “You” attitude: i i i i

 The letter with “you” attitude helps to catch the receiver's attention and prompts a favorable
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i outcome.
 You attitude boosts the company's goodwill and establishes a positive reputation.
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 You attitude inspires the reader and can result in a positive outcome even in the face of
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i unpleasant news. i

Examples i

1. Instead of this- Sunday is the only day we can promise quick response. i i i i i i i i i i i i

iiiiiiiiiiii Write this- If you want a quick response, please submit your application on Sunday
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2. Instead of this- I will give 50% discount today. i i i i i i i i

Write this- You can get 50% discount today. i i i i i i i

MAINTAING STANDARDS OF ETIQUETTE:- i i i

Good etiquette not only shows respect for your audience, but it also helps to build a more productive
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i communication atmosphere by reducing unpleasant emotional reactions. i i i i i i

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Example:
Instead of this: Once again, you’ve managed to bring down the part of website.
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Write this: Let’s review the website and explore to resolve and improve the codes.
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EMPHASIZING THE POSITIVE:- i i

There is a significant distinction between giving bad news and being negative. You put unneeded
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i strain on business connections when the tone of your communication is unpleasant. Never try to hide
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i bad news, but constantly search for positive factors that will help you build a solid rapport with your
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i audience.

Example:-
Instead of this: You fail to include key details in document.
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Write this: The document was missing the key details.

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Instead of this: The conference room will only fit 10 people due to limited seats.
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Write this: The conference room has seating for up to 10 people.

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USING BIAS-FREE LANGUAGE:- i i

Words and phrases that unjustly and even unethically label or stigmatize persons based on gender,
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i color, ethnicity, age, handicap, or other personal traits are avoided in bias-free language.
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Bias can come in a variety of forms:

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 Gender bias i

 Racial and ethnic bias i i i i

 Age bias i i

 Disability bias i i

1. Gender bias: The propensity to favor one gender over another is known as gender bias. i i i i i i i i i i i i i i

It's a sort of unconscious prejudice, also known as implicit bias, in which one person
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i unintentionally assigns particular attitudes and preconceptions to another person or group of i i i i i i i i i i i

i people. These attributed behaviors have an impact on how a person perceives and interacts
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i with others. i

2. Racial and ethnic bias: When discussing a racial or ethnic group, determining which phrase to
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i use might be difficult because the meanings attributed to certain terminology and labels
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i change all the time. When deciding the phrase to use to refer to a group, it's ideal to consult a
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i member of that group. i i i

 3. Age bias: When everything is in order, always bring up a person's age. Instead of stating,
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i "Krishna, 24, is the youngest member of our trusted branch," say, "Krishna, 24, is the most
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i modern member of our unit." i i i i

4. Disability bias: If you must mention to someone's handicap in reality, start with the person i i i i i i i i i i i i i i

i and conclude with the impairment. If you say "workers with physical limitations" instead of
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i "handicapped workers," you're emphasising the full person rather than just the issue. i i i i i i i i i i i

To summaries, speaking and writing from the perspective of your audience's objectives, goals,
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i wants, and choices is referred to as embracing the "you" approach. It's all about conveying genuine
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i care for your viewers' needs and demonstrating genuine passion for them. You may utilize "you"
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i several times on a single web page without disrespecting your clients or ignoring their basic
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i concerns. Instead of saying: We supply music players with storage capacities of 5, 10, 20TB say:
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i You may select among music players with storage capacities of 5, 10, or 20TB.
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Q2. Lisa, a commerce graduate, has been working in the field of Finance for the last 3 years. She
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i now decides to do her post-graduation in management at a reputed college. As a part of her

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i documents, Lisa requires a recommendation letter from her former professor. Imaginingi i i i i i i i i i

i yourself to be Lisa, write a letter to your former professor requesting him to write a
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i recommendation letter for you. Take care to refresh the professor's memory because you had i i i i i i i i i i i i i

i passed out three years ago. Creatively assume any other details that you need for writing the
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i request letter. i iiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiii (10 Marks) i i

ANS: i

A strong letter of recommendation from a professor, manager, or coworker can distinguish your
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i graduate school application from the crowd. Choose people who are familiar with your talents,
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i accomplishments, and strengths to write successful letters of recommendation. For example, your i i i i i i i i i i i

i biography, work records, and any other pertinent information. Information on the concept, as well as
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i a specific deadline. You might also give them the provided report. Request a minimum of two weeks
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i even before the message is sent because this enables adequate time for your recommendation letter to
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i be completed because they may be targeting multiple communications at the same time.
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A letter of recommendation is a document written by a professional or academic reference to validate
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i your qualifications, character qualities, and attitude for the desired post or course. It may also assist
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i you in obtaining financial aid or employment as a teaching or research assistant at your graduate
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i school. When applying to graduate school, you normally submit the letter together with your other
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i application materials. i

Focus on offering as much information about yourself as possible to the people you chose so that they
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i can write complete letters of recommendation.

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Letter for requesting the recommendation letter for higher studies.

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To,
Lalit Patel i

Professor Bangar College i i i

Sub: Letter of recommendation for higher studies

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Dear professor, i

I hope everything is going well for you. I hope you would consider me because I graduated three years
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i ago in commerce and was a brilliant student in all subjects. I'm applying to the NMIMS University
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i for Post-graduation Studies in management. I was fortunate enough to take several classes from you,
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i other than that I feel very happy to have a professor who encourage me alot on every point. I had a
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i wonderful time as your student. i i i i

For your help, I may like you to focus on my academic achievements and management skills. You
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i might consider that I was part of several internship program in field of finance. Because admittance is
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i required, your letter may be used. I hope you remember me as an excellent student in your class.
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The letter should be delivered to NMIMS University's as APRIL 15, 2022 is the timeframe for the
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i admission. I will send you a stamped and addressed envelope if you can draught the recommendation
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i letter. I've attached portfolio samples, academic transcripts, and internship certificates in the
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i envelope. i

I know you're busy, but I’ll appreciate if you take time and making the effort to write this letter for me.
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Yours sincerely, i
LISA

To sum up, Lisa needs the reference letter since I wish to be admitted to the college for a similar
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i programme. That is why a reference letter is required, stressing my skills, talents, and the manner in
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i which I completed my research and my conduct at some point in the graduate examination at the
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i institution. As a result, a letter of recommendation may be required for continued use, in addition to
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i papers. That is why I requested a letter of recommendation from my professor, who is familiar with
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i how I was as a student there, how I behaved there, and how I participated in all of the activities related
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i to my problem. My lecturer is also an excellent university examiner. He examines my request for the
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i letter since he understands the importance of a recommendation letter and recalls me even three years
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i after graduation. i

Q3. Write a complaint letter to the Director of Consumer Grievance Redressal Cell based on
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i the facts given below: You are Jass Javvy. You bought a Kitchen Aid stand mixer from
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i Flipkart on 1 January 2022 for an amount of Rs.40, 000. This included delivery and a 40-day
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i money-back offer. As the stand mixer did not perform satisfactorily you decide to return it to i i i i i i i i i i i i i i i

i Flipkart and send it back on 5th January. You call the company every week and the
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i representative informs you over the phone that the transportation and handling charges, as i i i i i i i i i i i i

i well as money equivalent to the price of the mixer, would be credited to your account. On 15th
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i March you receive a statement for your credit card and to your dismay, you find that no credit
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i has been applied to your account for the mixer, its transportation, and handling charges. You
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i are dissatisfied and decide to write a complaint letter.

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(A) What is the appropriate 'tone' of a letter of claim? How will the tone affect how the reader
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i responds? Explain i iiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiii (5 Marks) i i

ANS: If we are dissatisfied with the service provided by them, we can file a complaint letter with the
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i appropriate authorities. These letters are typically official in tone. When we order a thing and it
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i arrives defective, we write a letter to the linked person or firm, expressing our dissatisfaction with the
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i goods. As a result, the concerned agency will take appropriate action in response to the complaint.
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Complaint letters can be written for a variety of reasons, including misconduct, grievance, offence,
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i and dissatisfaction over a product or service, and so on. Every citizen of the country has the right to
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i file a complaint about unfair things that happen to them and receive a positive outcome.
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A basic claim letter should include four core elements, according to most business professionals
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i around the world: a clear explanation of the complaint, an explanation of the strife this has caused or
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i the losses suffered as a result of it, an appeal to respect and integrity, and a statement of what you
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i consider a fair correction in return. Because preciseness in the explanation is critical to a claim being
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i settled quickly and effectively, a claim writer should include as much information as possible about
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i the defectiveness of a product or the fault in service received, such as date and time, cost and receipt
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i or order number, and any other information that helps define source of the error.
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The discomfort caused by the error, as well as an appeal to the reader's empathy and compassion, are
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i both crucial in attaining the writer's desired result from the assertion. This gives the reader incentive
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i to respond quickly on the writer's request in order to correct the situation and keep the customer as a
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i customer.

Tonality in communication refers to the journalist's closer proximity to the listener and the letter's
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i topic matter. A demand for adjustments, such as a refund, substitution, or compensate for losses,
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i usually begins (and perhaps ends) a complaint statement. A cheerful greeting concerning the change
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i or item, on the other hand, may be appreciated. Your verbal brawl should be spelled out in a claim
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i declaration. It should also state what action you intend the managed provider to adopt.
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(B). Assume you to be Jass Javvy and write a complaint letter to Flipkart.
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ANS: