EW PATTERN*

BUSINESS COMMUNICATION AND REPORTS WRITRING

DESCRIPTIVE

1. Define Effective Communication and Types.

Effective communication refers to the process of exchanging information,
ideas, and messages in a clear, concise, and meaningful manner. It
involves the sender, message, and receiver all working together to ensure
that the intended message is received and understood

2. Axioms of Interpersonal Communication.

An axiom is a statement which is accepted as a true statement.

The axioms of communication also explain how miscommunication can occur if

the communicators are not subconsciously aligned. Axiom theory argues that if
one of the axioms is disturbed, communication may fail.

The five axioms of communication, formulated by Paul Watzlawick, give insight into
communication; one cannot not communicate, every communication has a content,
communication is punctuated, communication involves digital and analogic modalities,
communication can be symmetrical or complementary

The axioms are:

Axiom 1: “One cannot, not communicate”.

Axiom 2: "Every communication has a content and relationship aspect ‘

Axiom 3: "The nature of a relationship is dependent on the punctuation of the

partners' communication procedures."

Axiom 4: "Human communication involves both digital( exact matlab) and

analogic(ham jo matlab mie mie bol rahea thea) components."
Axiom 5: "Inter-human communication procedures are either symmetric( ik hie
level) or complementary(superior and subordinate-ham ik dosro ko pora kartien
hain), depending on whether the relationship of the partners is based on
differences or equality."

3. The Communication Model ('Process of Communication').

ANS:3) THE COMMUNICATION PROCESS/ Model/ Cycle
Communication passes between a source (the sender) and a receiver.
The message is encoded (converted to a symbolic form) and passed
by way of some medium (channel) to the receiver, who retranslates
(decodes) the message initiated by the sender. The result is the
transfer of meaning from one person to another.
Components of communication
1.The sender/ encoder/ source
The sender may be a person, a group, a team or an organisation who
is sends/ encodes the message. In most cases the sender would be a
specific person. However, reports, letters, memos and prospectuses
may be communicated in the name of a team or even a whole
company.
For example, an IT helpdesk may share a group e-mail address that
ensures employees can access 24-hour help using the same group
email address.
Another example would be the audit report which is typically signed
in the name of an audit firm rather than an individual partner.
Or you receive a letter from a bank.
2. The Recipient/ decoder
The receiver may also be a person, a group, a team or an
organization.
3.The Message:
The message is the actual physical product from the source
encoding. When we speak, the speech is the message. When we
write, the writing is the message. When we gesture, the movements of
our arms and the expressions of our faces are the message. However,
messages need not be sent intentionally. Through slips of tongue, or
just a kind of fragrance you smell around may communicate
something.
4.The Channel and medium
The communication channel is the route by which the message is
transmitted from the sender to the recipient.
If we take a letter (the medium) as an example, this could be
transmitted as
follows:
 Telecommunications: The letter could be read out on a telephone
call.
 Internet: The letter could be emailed.
 Post: The letter could be printed and then sent in the post.
 Notice board: The letter could be printed then posted on a staff
notice-board

5. feedback
In the communication process, feedback refers to a response from
the receiver which gives the communicator an idea of how the
message is being received and whether it needs to be modified.
Feedback is essential in communication so as to know whether the
recipient has understood the message in the same terms as intended
by the sender and whether he agrees to that message or not. ... It
makes communication meaningful. It is the end-result of an idea and
makes communication a continuous process.
 6. Context
It refers to the setting in which communication takes place. The
context helps establish meaning and can influence what is said and
how it is said. There are at least four aspects in regards to the idea of
context:
1. Formal vs informal
Example: Communication at office vs talking to your family or
friends
2. Confidential vs non confidential
Example: pay roll data or client data vs office timings on notice
board
3. Urgent vs non urgent
Example: Announcement for the evacuation of building vs
guiding juniors on proper pasture for computer work
4. Internal vs external
Example: Memo vs letter

4. Methods of Communication With Explanation and Examples.

here are several methods of communication, including:

1. Verbal communication: Communication through spoken words, either in person or

through technology such as telephones and video conferencing. Examples include face-
to-face conversations, telephone calls, and video conferences.
2. Nonverbal communication: Communication through body language, gestures, facial
expressions, and tone of voice. Examples include nodding, eye contact, posture, and
tone of voice.
3. Written communication: Communication through the written word, including emails,
letters, reports, and text messages. Examples include emails, memos, and text messages.
4. Visual communication: Communication through the use of images, graphics, and videos.
Examples include infographics, diagrams, and presentations.
5. Sign language: Communication through the use of hand gestures and facial expressions.
Examples include American Sign Language (ASL) and Sign Supported English (SSE).
6. Audio communication: Communication through the use of sound, including music, voice
recordings, and podcasts. Examples include voice mail messages, audio recordings, and
podcasts.
7. Body language: Communication through the use of physical movements, gestures, and
posture. Examples include gestures, posture, and facial expressions.

The method of communication used will depend on the situation, audience, and the
message being conveyed. Effective communication involves choosing the appropriate
method and adapting it to meet the needs of the audience.

5. Universals (Components) of Interpersonal Communication) with

Explanation.
A number of scholarly writers use a model called the ‘Universals of communication’
to describe the various components of interpersonal communication. The model
includes ten components as follows:
Universal Explanation
Source-receiver An interpersonal communication requires at
least two persons – the sender (source) and
the receiver. Furthermore, the Universals
model states that interpersonal
communication needs to be two-way (source-
receiver) – for example a public speech is one-
way and therefore not considered
interpersonal communication.
Encoding-decoding Interpersonal communication requires the
message to be reduced to written or spoken
form (encoding), sent (sound and light waves)
then decoded by the receiver.

Competence ( ability or skill) and Competence in a common language is

performance necessary for effective encoding-decoding.
Furthermore, competence in communication
skills is also required, for example
 understanding the impact of the mode of
address (e.g. addressee’s position), when to
speak and when to keep silent, and being able
to adapt (adjust) the message in relation to
the context. Most of these skills are initially
learnt in childhood then developed
throughout life.
Message and their channeling Interpersonal communication involves the
sending of a signal (message) to the receiver,
whether by gesture, voice, visual, touch, smell,
taste or a combination thereof.
The channel is the medium through which a
message is conveyed.
Noise Already covered.
Self feedback and feedback from Feedback was introduced earlier. In the
others context of the Universals, self-feedback refers
to the sender hearing themselves and sensing
their movements in order to correct
themselves, rephrase something, or confirm
their communication was successful.
Context Context refers to the specific dynamics that
impact on a particular interpersonal
communication. They include three
dimensions:
 Physical – i.e. where the communication
takes place e.g. school vs. funeral, parlour vs.
office;
 Social/psychological – This dimension
includes status, rank, culture and the roles in
an organization, family or society.
 Temporal – the timing of the communication
 both in respect of the time of day, but also the
timing of the communication relative to other
things – e.g. after a break, or telling a joke
after delivering bad news.

Field of experience This refers to the relative experience of the

people who are communicating and must be
taken into account to ensure communication is
effective.
For example a qualified accountant who has
completed all his training has experience of
the tasks they may be asking a trainee
accountant to perform and can manage the
trainee accordingly.
Where people have not shared the same
experiences they will need to empathise with
others in order to share effective
communication.
Effects This universal refers to the effect that
interpersonal communication has on someone
i.e. all interpersonal communication has some
kind of impact on each person.
Ethics This universal refers to the moral code of right
and wrong and presides that ethics may (or
may not) specifically exist as a reference point
in communication.

6. The Impact of ICT in Communication.

 ICT stands for “information and communication technologies’. This refers to
technologies that provide access to information through
telecommunications.
The impact of Information and Communication Technology (ICT) on communication has
been profound and far-reaching. Some of the key impacts include:

1. Increased Speed and Efficiency: ICT has made communication faster and more efficient.
Information can be sent and received almost instantly, enabling quick decision-making
and collaboration.
2. Global Connectivity: ICT has made communication possible on a global scale. People
can communicate with others in different parts of the world through email, instant
messaging, and video conferencing.
3. Access to Information: ICT has made information more accessible. The Internet provides
a vast repository of information that can be easily searched and retrieved.
4. Improved Communication in Business: ICT has revolutionized business communication,
making it possible for companies to work together and share information and resources,
regardless of geographic location.
5. Increased Availability of Communication Tools: ICT has made communication tools such
as email, instant messaging, and video conferencing more widely available and
affordable, making it possible for people to communicate in ways that were previously
not possible.
6. Changes in the Nature of Communication: ICT has changed the nature of
communication, making it more casual, informal, and immediate. It has also created new
forms of communication, such as social media and online forums.
7. Digital Divide: The widespread use of ICT has created a digital divide, with some
populations having greater access to technology and its benefits than others.

In conclusion, ICT has had a significant impact on the way we communicate and has
opened up new possibilities for connecting with others, sharing information, and
conducting business. However, it is important to consider the potential downsides, such
as the digital divide, and work towards making technology accessible to all.

7. Types of Communication Networks.

Communication network (another dimension)

By a communication network within an organisation, we mean the

channels through which messages pass from one person to another
 within the entity. These are the pathways along which information
flows to groups and teams throughout the organisation.
Types of communication networks
Formal networks:

Formal communication within an entity takes places through approved

organisational channels. These channels are sanctioned officially and are
reflected in an organisational chart.
They include the following major types:

 Chain network: In the chain network, information is passed straight up

or down the formal chain of command. One person passes information to
others up/ down within the line of hierarchy, who then pass it further
up/down their own chain of authority.
Moreover persons at the bottom may also feel isolated and less motivated.
 Y Network: Y network can be assumed as a variation of chain network;
here messages are communicated vertically, between the subordinates
and supervisors in the hierarchical arrangements. The information from the
leader is shared simultaneously through two channels, who in turn pass on
the information outwards. This arrangement can disseminate (spread) the
information faster than the chain network.
 Wheel Network: It is characterised by the central position of the leader,
where the leader plays the key role to disseminate information. The primary
communication occurs between the members and the group leader and
then group leader shares the information with all. It is the feature of a
typical work group.
In wheel network, decisions can be made fast but group morale is low since
others do not take an active part in decision making. The leader is very
important and powerful.
 Circle Network: The circle network is different from the wheel, chain,
and Y networks. It is an example of horizontal and decentralized
communication. The circle network assumes no leader; here there is
complete equality. The members can communicate with persons to their
right and left. Members have same restrictions, but the circle is a less
constrained condition than the wheel, chain, or Y networks.
Each member of the circle has the same authority or power to impact the
group. The core issue is that information moves rather slowly, and might
get distorted (twisted out of shape). However, morale is high because
everyone participates in the decision making process.
 All Channel network: The all channel or star pattern is an extension of
the circle in that all members are equal and wield exactly the same amount
of power to influence others, except that this pattern permits all group
members to communicate actively with each other. This pattern allows for
maximum member contribution
Informal communication structure/ network (GRAPEVINE)

Within an organisation, formal networks are not the only communication

system; there is also an informal system, known as the grapevine. In
informal networks, information does not flow in a specific direction, does
not make use of official channels of communication and can also be
transmitted from one co-worker to another outside the organisation where
the colleagues meet socially.
Efficient organisations make best possible use of the grapevine for
constructive purposes.

8. What is an Organization? Why do Organizations exist?

What is an organisation?
Definition: An organisation is a social arrangement for the controlled
performance of collective goals that has a boundary separating it from its
environment.
For example a car manufacturer, a grocery store and a golf club.
Why do organisations exist?
(means why we need people from different educational backgrounds or
experiences to work together for one organization)
The common benefits of organisations include:
 They can overcome individual limitations.
 They can enable specialisation.
 Synergies can be identified that save both time and money.
( Synergy is the creation of a whole that is greater than the simple sum of
its parts. The term synergy comes from the Greek word meaning "working
together")
 They can enable the accumulation and sharing of knowledge as well as
the sharing of expertise.
The above can be summarised by saying that organisations have the ability
to vastly improve productivity through blending complimentary skills and
achieving economies of scale.

9. What is Stakeholder?
A stakeholder is a person, group or organisation that has a stake in the
organisation – i.e. an interest to protect in respect of what the organisation
does and how it performs.
Understanding who the stakeholders are and what motivates them is
another important contextual perspective in promoting effective
communication.

10. Information needs of Organization.

Information is needed to make decision
Role of information - The organizations need for information has increased.
The business environment is changing very fast, and to keep pace with this
changing environment, organizations have to be abreast with the latest.
8. Information is the need of organisations

As we saw in the previous section organisations must be aware of a broad

range of stakeholders each of whom has differing (and often competing)
objectives.
This ultimately shows with organisations forming key strategies covering:
 Finance – raising capital to run the organisation
 Investment – where to invest the capital – people, machines, new
factories
Human resources and material resources
 Competitive – how to compete – e.g. highest quality (premium), lowest
cost (bargain), mass market or specialist, which countries

Each organization has a unique mission and objective.

11. Different between Level and Impact?

There are three broad levels at which messages are communicated:
Level Impact
Strategic Long-term decision making
e.g. 3-5 year plan including
 opening a new factory in
3 years-time.
Tactical Short-term issues and
opportunities e.g. 1 year plan
including switching a key
supplier in 6 months-time.
Operational Day to day activities e.g.
weekly ordering of new
supplies.

12. Goals of Business Communication with Example.

The goals of business communication can vary depending on the situation, but some
common ones include:

1. To inform: To convey information, data, and updates to others in an accurate and clear
manner. For example, a memo informing employees of a company policy change.
2. To persuade: To influence others to take a specific action or adopt a particular point of
view. For example, a sales pitch to secure a new client.
3. To motivate: To inspire and encourage others to take action or make a change. For
example, a motivational speech to boost employee morale.
4. To build relationships: To foster and maintain positive relationships with others through
open and effective communication. For example, regular check-ins with clients or
customers to build trust and rapport.
5. To resolve conflicts: To mediate disputes and find mutually agreeable solutions to
problems. For example, a meeting to address a disagreement between two
departments.
6. To negotiate: To reach an agreement on terms and conditions between two or more
parties. For example, a contract negotiation between a company and a vendor.
7. To educate: To provide knowledge, training, and instruction to others. For example, a
tutorial on how to use a new software program.
8. To acknowledge: To recognize and acknowledge the efforts and contributions of others.
For example, a thank-you note to a team member for their hard work.

By setting clear goals for your communication, you can ensure that your message is
communicated effectively and achieves the desired outcome.
Effective communication at work is the exchange of information that
individuals need to do their work properly. As we have already established,
communication needs to be clear (understandable), relevant, reliable and
timely.
Effective communication is essential so that:
 Instructions and guidelines are properly understood.
 Individuals know what they are expected to do.
 There is better co-ordination between people and groups in the
organisation.
 Managers are able to plan and control operations more effectively.
 Individuals are more willing to work together in teams or groups because
they are being told what is happening and where their contribution fits in.
 Secrecy, misunderstanding and mistrust are eliminated. Open
communication increases trust.
 Arguments and conflicts in the work place are reduced.

13. Different between Formal and Informal Communication and

Comparison of Formal and Informal Communication.
a) Difference between Formal and Informal
Communication:

Formal Communication Informal Communication

Formal communication is the Informal communication which has
more comparatively less reliability
reliable form.
There is a paper trail Very unlikely to have a paper
trail.
Slower Very quick
Time consuming Very little process time
Communication is through pre- Communication moves freely
 defined
channels
Secrecy is maintained Secrecy is usually not maintained
due to
its reliance on people

Formal Communication:
Formal communication refers to the flow of official information through
proper, predefined channels and routes.
The flow of information is controlled and needs deliberate effort to be
properly communicated.
Formal communication follows a hierarchical structure and chain of
command.

Informal Communication
Informal communication moves freely within the organization and is not
bound by pre-defined channels and communication routes.
It moves a lot faster and does not have a paper trail.
Informal communication in the workplace is often called the ‘grapevine’
and generally begins with employees through social relations.

14. Introduction to Business Message and Planning a Business Message.

Business message refers to any type of written or spoken communication used to convey
information or ideas in a business setting. It can be formal or informal, internal or external, and
can take many forms, including emails, reports, memos, presentations, and more.

Objectives of written business messages (letters, memos, circulars,

reports, emails, etc.)
 To help the reader remember complex information
 To communicate with a busy person at their convenience
 To encourage the reader to retain our message for reference in the
future
 To retain a record of what we said (called an ‘audit trail’)
Planning a business message
The four key elements of communication planning are:

Objectives – what are you trying to achieve

Audience – consider situations specific to the audience that may
impact how they interpret the message
Structure – consider the content – order, format and emphasis
Style – given the audience factor, what language, sentence structure
and visual aids will best achieve the purpose of the message

15. Name the principle of Communication.

16. Discuss 7C's of good Business Communication.
7 C’s of effective communication.
1. Completeness
2. Conciseness
3. Consideration
4. Concreteness
5. Clarity
6. Courtesy
7. Correctness

COMPLETENESS:-
A business message is complete when it contain all the facts the
reader or listener need for desired reaction.
CONCISENESS:-
Conciseness means saying something in the fewest possible word
without sacrificing other qualities
CONSIDERATION:-
Consideration means preparing the message keeping in mind the
desires, problem, circumstances, emotions and possible reaction of
the reader.
CONCRETENESS:-
Communication concretely means being specific, definite and vivid
rather than vague and general.
CLARITY:-
A message is said to be clear when it is interpreted by the receiver
with the same meaning that the sender has in mind
COUTESY:-
Courtesy is not merely politeness with repeated use of word like
please , thank you but in addition to being considerate.
CORECTNESS:-
Correctness means using
right level of language
accurate facts, figures and words
acceptable writing machanics

17. Define Businesses Communication. Explain it's importance.

Business communication is the process of sharing information between
people within the workplace and outside a company.
communication in business is really important as it help to convey clear
messages, build a consistent brand, improve teamwork and collaboration,
enhance productivity, avoid misunderstandings, build trust, and improve
customer satisfaction and bottom line. Without communication all these
thing would merely a dream.

Other answer
 Business communication refers to the exchange of information and
messages between individuals within an organization or between
organizations. It encompasses a wide range of channels and methods,
including verbal and written communication, emails, meetings,
presentations, and social media.

The importance of business communication can be summarized as follows:

1. Conveys key information and messages clearly and effectively

2. Facilitates decision-making and problem-solving
3. Builds and maintains relationships with employees, customers, and
stakeholders
4. Promotes teamwork and collaboration
5. Improves productivity and efficiency
6. Helps to establish a clear brand identity and maintain brand consistency
7. Increases transparency and trust in business relationships
8. Enhances customer satisfaction and contributes to the bottom line.
19. What are the essential parts of Business Letter?
A business letter typically has several essential parts:

1. Letterhead: This includes the sender's name and address, as well as the company's logo
and other contact information.
2. Date: The date on which the letter was written, formatted in a clear and easy-to-read
manner.
3. Inside Address: The recipient's name, job title, company name, and address.
4. Salutation: A formal greeting, such as "Dear Mr./Ms. [Last Name]"
5. Body: The main content of the letter, including the purpose of the letter, key information
and details, and any necessary follow-up actions.
6. Complimentary Close: A polite and professional way of ending the letter, such as
"Sincerely" or "Best regards".
7. Signature: The sender's signature, either written or electronic, and any necessary title or
designations.
8. Enclosure: Any additional materials included with the letter, such as resumes, brochures,
or contracts.
9. CC: A list of individuals or departments who are receiving a copy of the letter.

By including these essential parts, a business letter can be professional, clear, and
effective in conveying the intended information or request.
 20. Write a note on Adjustment, Collections and Sales Letter.
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.
Sales letters follow AIDA plan:
1. Attention
2. Interest
3. Desire
4. Action

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.
10. Collection letters
A collection letter (also known as dunning letter) is a notification sent in
writing, informing a consumer of his past due payments. Debt collection
letters' function is to remind the debtor of his delinquent payment owed to a
creditor. ... A collection letter is to be sent, when debtor's invoice has
become past-due. (also called as Dunning letters
Q21. Discuss the qualities of good Business Letter?
A good business letter should possess the following qualities:

1. Clarity: A good business letter should be clear and concise, conveying the intended
message in a straightforward manner.
2. Correctness: A good business letter should be free of errors in grammar, spelling, and
punctuation, and should be written in a professional tone.
3. Relevance: A good business letter should be relevant to the recipient and the situation,
addressing the specific needs and concerns of the reader.
4. Conciseness: A good business letter should be brief and to the point, avoiding
unnecessary details and information.
5. Tone: A good business letter should be written in a professional tone, avoiding overly
formal or casual language, and conveying a sense of respect for the recipient.
6. Organization: A good business letter should be well-organized, with a clear introduction,
body, and conclusion.
7. Purpose: A good business letter should have a clear purpose, and should effectively
convey the desired action or response from the recipient.
8. Personalization: A good business letter should be personalized to the recipient,
addressing them by name and using appropriate salutations and closings.
9. Follow-up: A good business letter should be written with follow-up in mind, providing
the recipient with clear instructions on how to respond or take action.
10. Attention to detail: A good business letter should pay attention to the small details, such
as the format, font, and margins, to ensure a professional and polished appearance.

22. Discuss various Barrier to Effective Communication. How they can

Overcome.

Barrier to communication

Any circumstance that prevents the message from being

communicated as intended by the sender to the recipient.
1. Distortion: It refers to a problem in which the meaning of the
communication is lost in handling of the message which
occurs at the stages of encoding and decoding.

2. Overloading: It refers to the problem of giving the receiver

more information than he can digest. When the available
information to work with is in excess of the processing
capacity of the recipient, the result is information overload.
Since the available information is more than the
requirements, individuals tend to select only that information
that they consider to be relevant and ignore, pass or forget
the information that is not of interest to them.
3. Differences: Difference in social, racial or educational
backgrounds of sender and receiver.

4. Lack of Sender’s Credibility: Receivers are keen to receive

information, the source of which is credible. If they are unsure
about the sources’ credibility, they may lose focus in the
message.

5. Unfamiliar Language: Linguistic problems arise when sender

and receiver are not familiar with the same language. Here
language also includes dialects and accents. It should be
noted that words mean different thing to different people.

6. Improper Timing: Even proper information at an

inappropriate timing affects the process of its reception
because a distracted target might be unable to absorb such
information.

7. Attitude Differences: Difference in attitude, beliefs, needs

and wants of the sender and the reviver may also act as a
hurdle in process of communication.

8. Differences between People: Differences in social classes,

ethnic backgrounds, age, gender, education level and field of
interest may also act as a potential obstacle in process of
communication.

9. Relationship between the sender and the Receiver:

Communication process is also affected by the
relationship dimension between interlocutors. A sender has to
mold his message in accordance with the relationship with his
 target. Examples include status, boss-employee,
parent-child, etc.

10. Filtering of Information: Manipulation of information by the

sender so that it will seem more favorable to the receiver.
Filtering of information refers to the sender’s deliberate
suppression or manipulation of information so that it may be
seen in a more favourable perspective by the receiver. It
includes concealment of information by the sender which is
not considered to be in accordance with the expectations or
viewpoints of the receiver.
11. Selective Perception: It is a problem in which receiver hears
message based on his/her interests, needs, motivations,
experience, background and other personal characteristics. It
is the process by which the sub-conscious mind subjectively
‘decides’ which stimuli relating to an object, person or event
are relevant and accepts only such stimuli which is in
accordance with the interests, experience, background and
attitude of the recipient to match or confirm the individual’s
viewpoints. All other stimuli which are considered irrelevant by
the recipient are ignored and rejected by the sub-conscious
mind.

12. Defensiveness: It is a response when receiver interprets the

message as threatening and deliberately withdraws attention
from its reception.

13. Noise: Noise is any disturbance which interferes with the

transmission and understanding of a message. Noise is a
phenomenon which reduces the effectiveness or causes
 confusion or affects the clarity of the message being
transmitted between the sender and the receiver.

Kinds of Noise:

o Physical Noise: It is caused by interference from the external

environment during the conveyance of the message.
Disturbance caused by the surrounding environment e.g.
humming of an air-conditioner or loud playing of music by the
neighbours can cause physical noise.

o Technical Noise: This noise involves the failure of the

medium of communication. It includes crackle on the
telephone line or illegible handwriting etc. This may prevent
the exchange of communication.

Social Noise: It occurs when people communicate differently from one

another because they have been socialized into different cultures/groups.
Thus our age, gender, social class, race, gender, ethnic identification, or
religious background can affect how we communicate.

23. What points should be kept in mind while giving oral presentation.
Being in charge of the situation when presenting, it is your job to make your audience feel
comfortable and engaged with both you and the material of the presentation. Consider certain
key points for the effective presentation:

I. Dress appropriately.
II. Be enthusiastic about your topic.
III. Focus On Your Audience, Not Yourself
IV. Speak naturally in a non-robotic way.
V. To ensure better performance you can memorize your opening. Learn your first few
sentences so well you don’t have to think about it…this empowers you to start strong
and make a confident first impression.
 VI. People respond to your body language before you start talking. The way you talk and
stand, your facial expressions, and your eye contact (or lack of it) communicate whether
you are nervous, confident, excited, and more. Decide what impression you want to
convey, and then control your body language accordingly.
VII. Avoid fillers, such as “Ah, uh, I mean, like, okay, um….”
VIII. Use gestures to emphasize points and move about the space if possible.
IX. Stay facing full front to audience.
X. Include stories to engage people emotionally.
XI. People’s attention spans are getting shorter and shorter. People learn best in 20-minute
chunks. Insert small surprises into your demonstration to break monotony. Try throwing
in a video clip or interrupting your speech with a relevant activity.
XII. Human senses are always competing with each other: While using any visual aids, know
this fact that it’s difficult for people to both listen to you and read your slides. So establish
a balance
XIII. People shut off their brains when confronted with complicated drawings and tables, so
simplify your graphics.
XIV. Humor Reduces Your Nervousness. If you are comfortable incorporating humour into
your talk, go for it. The laughs from the audience will lessen their stress and incite their
interest.

24. Define Listening. Describe it's Various stages and steps of effective
listening.
Listening means not just hearing the words and sentences but a
consideration of how they are delivered, the use of language and voice and
how the speaker uses their body i.e. being aware of both verbal and non-
verbal messages
Hearing is receiving sound but listening is taking note of it.
The stages of listening can be broken down into the following steps:

1. Hearing: Physically perceiving sound waves through the ear.

2. Attending: Actively paying attention to the speaker and the message being conveyed.
3. Understanding: Interpreting the meaning of the words and message being
communicated.
4. Evaluating: Assessing the credibility and value of the information being presented.
5. Responding: Offering feedback or taking action based on the information received.
6. Remembering: Retaining the information for later use.

It is important to note that these stages are not always linear and can occur
simultaneously or in different sequences. Effective listening requires being present in
each stage and actively processing the information being communicated.
Three simple techniques, which are useful in the process of active
listening are as follows:
1. Restate the speaker’s meanings – state in your own words what you
think the speaker meant. It helps in understanding the message, since the
speaker can correct your restatement.
2. Express understanding of speaker’s feelings – just as paraphrase
checks on the accuracy of your perception of content. The expressions of
feelings helps in checking the accuracy of the understanding the speaker’s
feelings.
3. Ask Questions – to ensure further understanding of the speaker’s
thoughts and feelings and to obtain additional information. Questions
should be relevant and should stimulate the speaker to express thoughts
and feelings further.
Can ALSO WIRITE SKILL REQURED FOR EffEtiveLIstEning

25. Enlist the Essential and Non-essential parts of letters.

( can also read business message set 7)
Essential parts of a letter:

1. Letterhead: This includes the sender's name and address, as well as the company's logo
and other contact information.
2. Date: The date on which the letter was written, formatted in a clear and easy-to-read
manner.
3. Inside Address: The recipient's name, job title, company name, and address.
4. Salutation: A formal greeting, such as "Dear Mr./Ms. [Last Name]"
5. Body: The main content of the letter, including the purpose of the letter, key information
and details, and any necessary follow-up actions.
6. Complimentary Close: A polite and professional way of ending the letter, such as
"Sincerely" or "Best regards".
7. Signature: The sender's signature, either written or electronic, and any necessary title or
designations.

Non-essential parts of a letter:

1. Attention Line: A line that specifies the intended recipient of the letter, used when the
recipient is not the main recipient but is being cc'd or forwarded the letter.
2. Subject Line: A brief summary of the letter's purpose, often included in emails.
3. Enclosure: Any additional materials included with the letter, such as resumes, brochures,
or contracts.
4. CC: A list of individuals or departments who are receiving a copy of the letter.
5. Postscript (P.S.): A brief additional message or reminder added after the signature.

These non-essential parts are not always necessary in a letter, but they may be included
to provide additional information or to emphasize a specific point.

26. What is the difference between placing orders and acknowledge orders.
Placing an order refers to the process of requesting or making a purchase of goods or
services. It involves communicating to a supplier the specific items, quantities, and
delivery requirements that are needed.

Acknowledging an order refers to the process of confirming receipt and understanding

of the order placed by a customer. This can be done through a written or verbal
confirmation and typically includes confirming the details of the order, such as the items
being purchased, quantities, delivery date, and any special instructions.

The main difference between placing an order and acknowledging an order is that
placing an order is initiated by the customer and involves making a request for goods or
services, while acknowledging an order is initiated by the supplier and involves
confirming receipt and understanding of the order. Acknowledging an order is an
important step in the ordering process as it ensures that both the customer and supplier
have a clear understanding of the details of the order and can avoid misunderstandings
or miscommunications.

27. Role of communication conflict in Intercultural Relationships.

Conflict in communication can play a significant role in intercultural relationships, both
in personal and professional contexts.
1. Misunderstandings and misinterpretations: Conflicts can arise when individuals from
different cultures have different interpretations of the same message or behavior,
leading to misunderstandings and misperceptions.
2. Different communication styles: Different cultural norms and values can lead to different
communication styles, which can result in conflicts if individuals are not familiar or
comfortable with these differences.
3. Resistance to change: Differences in cultural norms and values can lead to resistance to
change, making it difficult for individuals from different cultures to work together
effectively.
4. Power dynamics: Conflicts can also arise from differences in social, political, or economic
power, leading to unequal communication and unequal treatment.
5. Stereotyping: Preconceived notions and stereotypes can lead to oversimplification,
misperceptions, and discrimination, hindering effective communication and increasing
the likelihood of conflict.

To mitigate the impact of communication conflict in intercultural relationships, it's

important to be aware of and actively seek to understand cultural differences, to
communicate respectfully and openly, and to be willing to listen and compromise.
Effective communication strategies, such as active listening, clarifying
misunderstandings, and seeking common ground, can also help to resolve conflicts and
promote more positive, productive intercultural relationships.

28. Write Problems and Consequences related to Intercultural

Communication.
Problems related to intercultural communication can include:

1. Language barriers: Differences in language and dialect can lead to miscommunication

and confusion, especially if individuals are not fluent in a common language.
2. Different cultural norms and values: Differences in cultural norms, values, and beliefs can
lead to misunderstandings and conflicts in communication.
3. Stereotyping: Preconceived notions and stereotypes can lead to oversimplification,
misperceptions, and discrimination, hindering effective communication.
4. Power dynamics: Differences in social, political, or economic power can lead to unequal
communication and unequal treatment.
5. Nonverbal communication: Different cultural norms around nonverbal communication,
such as eye contact, gestures, and touch, can lead to misinterpretation and
miscommunication.

The consequences of these problems in intercultural communication can include:

1. Decreased productivity and effectiveness: Miscommunication and misunderstandings
can hinder teamwork and collaboration, reducing productivity and effectiveness.
2. Increased conflicts and misunderstandings: Ineffective intercultural communication can
lead to conflicts, misunderstandings, and tension, especially when dealing with sensitive
topics.
3. Decreased trust and respect: Failure to understand and respect others' cultural norms
and values can lead to decreased trust and respect in interpersonal relationships.
4. Damage to business relationships: Intercultural communication problems can negatively
impact business relationships and harm the reputation of organizations.
5. Discriminatory practices: Ineffective intercultural communication can reinforce and
perpetuate discriminatory practices, hindering diversity and inclusiveness in the
workplace and beyond.

To avoid these problems and consequences, it's important to be aware of and actively
seek to understand cultural differences, to listen carefully and respectfully, and to be
open to different perspectives and ways of communicating.

29. Role of Stereotypes in the Communication process.

Role of stereotypes in the communication process

Stereotypes refer to generalized ideas or images about certain group of people

that are widely accepted by others.
Stereotypes arise as an approach towards explaining and justifying differences
between groups. It might arise as a result of lack of exposure to other groups,
cultures, etc. They can be positive or negative.
Stereotypes can play a significant role in the communication process, both positively
and negatively.

On one hand, stereotypes can provide a shortcut for understanding and interpreting
information in a quick and efficient manner. They can also serve as a basis for building
common ground and establishing rapport with others.

On the other hand, stereotypes can lead to misunderstandings, discrimination, and

prejudice. They can also result in oversimplification, misinterpretation of information,
and failure to see individuals as unique individuals.

When communicating with someone who has a different background or cultural

experience, it's important to be aware of and resist the influence of stereotypes. This can
help to ensure that communication is more effective and respectful, and that people are
seen and treated as individuals, rather than being reduced to a set of stereotypical traits
or characteristics.

It's also important to be open-minded, to listen carefully, and to seek to understand the
perspectives of others. This can help to break down stereotypes and promote more
inclusive, effective communication.

30. Distinctions between Critical Thinking and Uncritical Thinkers.

Distinctions between critical
thinkers and uncritical thinkers
Critical thinkers
Uncritical thinkers
Have a passionate drive for Often fall victim to ways that are
clarity, accuracy and uncertain, imprecise, inaccurate
applicability. etc.

Are logically honest with Pretend that they know more

themselves, acknowledge openly
what they don’t know and
recognize what their limitations
are.
Listen open-mindedly to
contrasting views and welcome
criticism.
Think independently and are not
scared of disagreeing with group
opinion.
than what they do and disregard
their limitations.
Are close-minded people and
fight criticism of beliefs and
assumptions.
Tend to get involved in “group
think”, uncritically following the
crowd.

31. Write Uses of Non-Verbal Communication.

Thus study of non-verbal behaviours become all the more important for the
following reasons:
 1. We can learn about the effective and emotional states of other people
through non-verbal behaviours.
2. Many first impressions are formed through non-verbal cues.
3. Non-verbal communication has value in human interaction because
much of our non-verbal actions are not easily controlled consciously.
Characteristics of Non-verbal Communication
1. Non-verbal behaviour always has a communicative value - You may
not always intend to send non-verbal messages, but everything about your
appearance, every movement, every facial expression, and every nuance
of your voice has the potential to convey the meaning.
2. Non-verbal communication is powerful - We form impressions of
others mostly from non-verbal observations -about physical appearances
and behaviour. In fact when non-verbal behaviour seems to contradict a
verbal message, the spoken words carry less weight than the non-verbal
cues.
3. Non-verbal communication primarily expresses attitudes - Non-verbal
behaviour implies how the other person feels about the state of things -like
his general interest, liking, disagreement, amusement, and so on.
4. Much non-verbal behaviour is culture bound - Certain types of non-
verbal behaviours are universal - like expressions of happiness, fear,
surprise, anger, distrust or contempt. Many nonverbal behaviours do vary
from culture to culture. For example, the 'nod' means 'yes' in some cultures,
and 'no' in some other cultures.

32. Different from of written Business Communication.

There are several forms of written business communication, including:

1. Memos: Informal written communication within an organization, often used for internal
announcements or updates.
2. Letters: Formal written communication between organizations or individuals, typically
for official business purposes.
3. Emails: Electronic communication for conveying information, updates, and requests.
4. Reports: Detailed written documents presenting information, data, and results of a
study, investigation, or project.
5. Proposals: Written documents outlining a plan, solution, or suggestion to a specific
problem or opportunity.
6. Manuals: Detailed written instructions on how to use a product, perform a task, or follow
a process.
7. Newsletters: Regularly published bulletins containing company news, updates, and
information.
8. Brochures: Printed marketing materials used to promote a product, service, or
organization.
9. Presentations: Written and visual materials used to deliver information and persuade an
audience.
10. Contracts: Legally binding agreements between two or more parties, outlining the terms
and conditions of a business arrangement.

33. Write the advantages and disadvantage of Practical uses of Visual

Communication.
Advantages:

1. Clarity: Visual communication can make complex information easier to understand.

2. Attention Grabbing: Visual aids like images, charts, and graphs can grab the audience's
attention more effectively than text alone.
3. Memory Retention: Visual aids are more likely to be remembered by the audience than
verbal communication alone.
4. Effective Across Cultures: Visual aids can be effective in conveying messages across
cultures as they are not dependent on language.
5. Cost-effective: Visual communication can be less expensive than other forms of
communication like workshops and seminars.

Disadvantages:

1. Skill Dependent: The effectiveness of visual communication depends on the skill of the
designer in creating compelling visual aids.
2. Limited Accessibility: Visual communication may not be accessible to people with visual
impairments.
3. Overload of Information: Overuse of visual aids can result in an overload of information
and lead to confusion.
4. Technical Limitations: The use of visual aids may be limited by technological constraints,
such as access to high-quality equipment.
5. Interference: Visual aids can sometimes interfere with the message being conveyed if
not used appropriately.

34. Different between Oral and Written Communication.

Oral
Immediate feedback
Shorter sentences; shorter
words
Conversational
Focus on interpersonal relations
Prompt action
Less detailed technical
information
More personal pronouns
More colloquial language
Simpler constructions
More imperative, interrogative
and
exclamatory sentences
Difference between oral and written communication
Oral communication
Oral communication is less
formal.
It produces a prompt response
of some kind.
Oral communication is not
valued much for legal
purposes.
Oral communication is highly
flexible.
It is an active transfer of
information.
Writte
n
Delayed feedback
Longer sentences; longer words
More formal
Focus on content
Delayed action
More detailed technical
information
Fewer personal pronouns
More complex constructions
Useful for permanent record;
detailed documentation
Possibility of review
Written communication
Written communication is
formal, planned and detailed.
It causes a response after
lapse of some time.
It carries more authority and is
proof of a transaction.
It is rigid and inflexible.
It is precise and direct.
Here the speaker can get the
audience engaged
psychologically.
More personal pronouns
It is spontaneous.
It is less personal.
Less personal pronouns
It takes time. It is deliberate.

It is subjective It is objective.

35. Define Meetings? Types of Meetings.

• Meeting

A meeting is a purposeful discussion between two or more people.

A meeting is when two or more people come together to discuss

one or more topics, often in a formal or business setting,
but meetings also occur in a variety of other environments

Types of meetings

Informational meetings: These meetings clarify the topic under

discussion and provide information. In such meetings participants learn,
ask questions and try to understand the information being provided. Here
problems are not solved, no recommendations are made. Participants
attend these meetings with the sole objective of being informed and
assimilate the information. e.g. announcement of new mission statement.
Suggested solution meetings: Here the core purpose is to find
suggested solution to some core issue. Recommendations are sought for
and comments are made on the options recommended. Often no decision
is made, meeting tends to remain explanatory and informational. A final
suggested solution is worked out and forwarded for approval either from
higher authorities or is kept for overall group’s consensus.

Problem-solving meetings: The purpose of these meetings is to work

out some solution. The problem is presented, then suggested solutions are
gathered, these recommendations are evaluated and then final decision is
made for further action.
Documents of a meeting:
Notice
Agenda
Minutes

Agenda
A list of items to be discussed at a formal meeting
Notice of a meeting
A notice is a written call to a meeting

Minutes
Minutes are a formal record of the facts of a meeting.
Minutes of a meeting
A number of different types of minutes can be used:
1. Action Minutes
Action Minutes represent future tasks that are agreed and committed
to during a meeting.
Minutes of action items should include brief details of the action
agreed, who is responsible for the action, and the time/date by which
the action should be completed.
2. Resolution minutes (also called ‘decision minutes’)
Resolution minutes record decisions reached,
3. Narrative minutes
Narrative minutes provide a record of the decision-making process
METHODS OF SOLVING PROBLEMS IN MEETINGS
The following approaches are used to solve problems in meetings.
1. INTUITION – It refers to rapid insight to the problem.
2. RATIONALISATION – justification of the solution over a certain
period of time.
3. REFLECTIVE THINKING – logical progression to arrive at a
particular answer.

36. Types of Listener and also define.

Types of listener
There are generally three natural listening styles that evolve. You need to
be aware of your natural style so that you can modify it to balance with the
other styles and objectives in order to maximise the effectiveness of your
listening.
 Results-oriented – Typically low on patience, these listeners are focused
on achieving their goals as quickly and efficiently as possible. Speakers
who like listeners to demonstrate empathy and logical thought often see
results-oriented listeners as arrogant and impatient. Conversely results-
oriented listeners would see many speakers as unfocused and become
frustrated at speakers taking too long to make their point.
 Information-oriented – These listeners like to build a full picture, collect
and consolidate all relevant information in order to make the right decision.
The risk is that an overly analytical approach can overlook emotional
attitudes and appear unsympathetic to some speakers.
 People-focused – The priority of this type of listener is not the business
outcome or a technical solution, but rather a focus on supporting the
speaker and being attentive to their feelings and needs. People-focused
listeners have lots of patience and are naturally gifted at providing feedback
and reflective questions that make the speaker feel good and confident
about themselves. The speaker really feels listened-to although a results-
oriented or information-oriented speaker may feel that a people-focused
listener is vague and inconclusive with too much of an emphasis on
feelings.

37. Why do we listen?

 Just as we speak for a variety of purposes, we also listen for different
purposes. Three general types of listening may be distinguished:
• LISTENING FOR ENJOYMENT
• LISTENING FOR INFORMATION
• LISTENING FOR HELP
Listening means not just hearing the words and sentences but a
consideration of how they are delivered, the use of language and voice and
how the speaker uses their body i.e. being aware of both verbal and non-
verbal messages
38. What is Active Listening?
Active Listening: Active listening is the process of sending back to the
speaker what you think the speaker meant in content and in feeling.
The art of effective listening is to be an active participant. We should be
active both mentally as well as physically.

39. Principles of preparing and delivering an effective public speech.

1. Know your audience: Research the audience's interests, background, and expectations.
Tailor your speech to their needs.
2. Prepare a clear and concise message: Clearly state the purpose and focus of your
speech. Be specific and use examples to illustrate your points.
3. Use a strong opening: Start with a captivating statement, a story, a quote or a question
that grabs the audience's attention.
4. Organize the content: Use an outline to structure your speech and make it easy to
follow. Keep it simple and use transitions to connect ideas.
5. Use visual aids: Visual aids like slides, props, or demonstrations can help illustrate your
points and keep the audience engaged.
6. Practice: Rehearse your speech several times to build confidence and refine your
delivery.
7. Be confident: Stand tall, make eye contact, and use gestures to convey enthusiasm and
engagement.
8. Be yourself: Be authentic and let your personality shine through. Speak in your own style
and let your passion for the topic show.
9. Engage with the audience: Ask questions, invite feedback, and involve the audience in
your speech.
10. End strongly: Summarize the key points, leave a lasting impression, and end on a high
note with a memorable conclusion.

40. What are advantages of Market Report?

Market reports can provide a number of advantages, including:

1. Improved decision making: Market reports provide valuable information and insights on
market trends, competitors, and consumer behavior, which can help businesses make
more informed decisions about marketing, product development, and investment
strategies.
2. Competitive advantage: Market reports can provide a competitive advantage by keeping
businesses up-to-date on the latest market trends and providing insights into the
strengths and weaknesses of competitors.
3. Increased market understanding: Market reports can help businesses understand the
market and consumer needs, which can help to inform marketing and product
development strategies.
4. Improved market analysis: Market reports can provide a comprehensive analysis of
market trends and developments, which can help businesses to identify opportunities
and make more informed decisions.
5. Better planning and forecasting: Market reports can help businesses to plan and
forecast future market trends, allowing them to make strategic decisions based on
accurate and up-to-date information.
6. Increased transparency: Market reports can provide a transparent and objective view of
the market, allowing businesses to better understand market dynamics and make more
informed decisions.
7. Better investment opportunities: Market reports can help businesses identify potential
investment opportunities, assess the potential risks and rewards, and make informed
investment decisions.
8. Improved stakeholder confidence: Market reports can provide stakeholders with a clear
and detailed understanding of the market and its trends, increasing confidence in
business strategies and decisions.

41. Differentiate between Sales and Sales Promotion Letter.

A sales letter is a type of written communication that is used to promote and sell a
product or service. It typically contains persuasive language and provides information
about the product or service, its benefits, and how to purchase it. Sales letters are often
used as a direct marketing tool and can be sent through the mail, email, or other
channels.

A sales promotion letter is a type of sales letter that focuses specifically on promoting a
temporary promotion or offer, such as a discount, special deal, or limited-time offer. It is
designed to encourage customers to take advantage of the promotion and make a
purchase. Sales promotion letters may contain information about the specific offer, the
terms and conditions, and how to redeem it.

The main difference between a sales letter and a sales promotion letter is the focus of
the message. While a sales letter is focused on promoting a product or service in
general, a sales promotion letter is focused on promoting a specific offer or promotion.
Both types of letters are designed to generate sales, but a sales promotion letter is more
focused on generating immediate action, while a sales letter may take a longer-term
approach to building relationships and generating sales over time.

42. Why Communication is called a life-blood of an Organization? Explain

with respect to Internal and External Communication.
An organization is a group of people striving for the achievement of
organizational goals. Without good communication, these goals cannot be
achieved. Communication is considered 'lifeblood of an organization.' As
circulation of blood keeps human body healthy, active and efficient, same
happens with an organization through effective communication

With effective communication, attitudes and performance of employees

improve tremendously as they feel more informed about the policies and
changes, they feel involved in the strategic activities of the organization
they feel free to give feedback to their superiors about policies and
directions In short, good communication greatly improves efficiency of the
workers in an organization

43. What do you understand by legal aspects of Business Communication?

Explain in detalis.
45. What is Interview? Explain various types of interview in details.
An Interview is any planned conversation with a specific purpose involving two
or more people.
An interview is essentially a structured conversation where one participant asks
questions, and the other provides answers. Commonly, the word "interview"
refers to a one-on-one conversation between an interviewer and an
interviewee.
1.JOB INTERVIEWS
The job candidate wants to learn about the position and organisation. The
employer wants to learn about the applicant's abilities and experience. Both
hope to make a good impression and to reach an agreement.
2. INFORMATION INTERVIEWS
The interviewer seeks facts that bear on a decision or contribute to basic
understanding. One person asks a list of questions and the other supplies
answers to them.
3. PERSUASIVE INTERVIEWS
One person tells another about a new idea product, or the recommendation.
Persuasive interviews are usually associated with selling.
4. EXIT INTERVIEWS
The interviewer tries to understand why the interviewee is leaving the
organisation or transferring to other organisation or department.
5. EVALUATION INTERVIEWS /appraisals
A supervisor periodically gives an employee feedback on his or her
performance. The supervisor and the employee discuss progress towards
predetermined goals and evaluate areas that require improvement.
6. COUNSELING INTERVIEWS
A supervisor talks to an employee about personal problems that are interfering
with work performance. The goal is to help the interviewee and work for the
welfare of the employee and the organisation.
7. CONFLICT-RESOLUTION INTERVIEWS
Two competing people or groups of people explore their problems and
attitudes. The goal is to bring the two parties closer together and create a more
productive climate.
8. DISCIPLINARY INTERVIEWS
A supervisor tries to correct the behaviour of an employee who has ignored the
organisation's rules and regulations. The interviewer tries to get the employee
to see the need for compliance.
9.TERMINATION INTERVIEWS
A supervisor informs an employee of the reasons for termination. The
interviewer tries to avoid legal action and tries to maintain a positive
relationship with the interviewee.
46. Discuss the Ten Communication for Goods Listening.
SKILLS REQUIRED FOR EFFECTIVE LISTENING
Here are some brief points on how to be a good listener in any level of
communication.
1. Be ready – your attitude must be right from the start and must decide
to listen.
2. Be interested – Always try to be interested in whatever is being
communicated.
3. Be patient – Do not interrupt if you disagree with someone. Present
your view later.
4. Be open-minded – Do not jump to conclusions by understanding part
of the message.
5. Concentrate – Do not accept everything blindly. Concentrate and try
to avoid your thoughts from wandering.
6. Give Feedback – Make the speaker realise that how you understand
his message. This will enable him to re-phrase his words in case his
viewpoint is being misunderstood.
 7) Withhold judgment: Avoid forming opinions or reacting emotionally until
you have heard the complete message

1. 8) Practice empathy: Try to put yourself in the speaker's shoes and

understand their feelings and perspectives.
1. 9) Ask questions: Seek clarification when necessary and ask open-ended
questions to encourage the speaker to expand on their thoughts.
10) Avoid distractions: Eliminate any distractions that might prevent you
from focusing on the message

48. Define Ready Market and Future Market.

Ready Market refers to a market that is already established and has a large customer
base, a well-defined target audience, and a clear demand for products and services. A
ready market is characterized by a mature and stable demand for products, a well-
established distribution network, and a strong competitive landscape.

Future Market refers to a market that is emerging or developing, and that has the
potential for growth and profitability in the future. A future market is characterized by a
growing demand for new and innovative products and services, a rapidly expanding
customer base, and a relatively untapped competitive landscape.

In a future market, businesses may need to invest in research and development to

develop new products and services that meet the evolving needs of customers, as well
as in marketing and distribution efforts to build brand recognition and expand market
reach. In contrast, businesses operating in a ready market may have established
products and services and a well-established brand, and may focus more on market
expansion and customer acquisition efforts.
 with a handshake and a smile

 49. Define Interviewing. What suggestions will you give to become an

effective interviewing?

 Be on time. ...
 Know the interviewer's name, its spelling, and pronunciation. ...
 Have some questions of your own prepared in advance. ...
 Bring several copies of your resume. ...
 Have a reliable pen and a small note pad with you. ...
Greet the interviewer
Q) what is paralanuage
3. Paralanguage – Paralanguage describes the vocal however non-
verbal part of communication. Changes in speed, tone, volume, voice and
stress on words can convey different meanings to the recipients in spite of
using the same words.
. It is everything other than words – intonation, pitch regional accent,
sarcasm, hesitations, truthfulness, emotion, etc.

51.what is hierarchy
Hierarchy is a system in which people or things are arranged
according to their importance. or
A system in which the people within a company or organization are
organized into levels according to the authority they have.

52.Define different type of case.

FINISHED CASE;-
Finished cases based on facts: For analysis only, since the solution Is
Indicated or alternative solution are suggested.
UNFINISHED case:
Unfinished open-ended cases: Where the results are not yet clear (either
because the case has not come to a factual conclusion in real life, or
because the instructor has eliminated the final facts.) student must predict,
make choices and offer suggestions that will affect the outcome.
FICTIONAL CASE:
Fictional cases: Entirely written by the instructor-can be open-ended or
finished. Cautionary note: the case must be both complexes enough to
 mimic reality, yet not have so many "red herrings· as to obscure the goal of
the exercise
ORIGNAL DOCUMENT:-
Original documents: News articles, reports with data and statistics,
summaries, excerpts from historical writings, artifacts, literary passages,
video and audio recordings, ethnographies, etc. With the right question
these can become problem-solving opportunities. Comparision between
two original documents related to the same topic or theme is a strong
strategy for encouraging both analysis and synthesis. This gives the
opportunity for presenting more than one side of an argument, making the
conflicts more complex

Q.32. Case analysis for Do's and Don'ts:

Do's for case analysis:

 Do enough number of crunching to discover the story told by the data presented
in the case.
 Prioritize your recommendations and make sure they can be carried out in an
acceptable-time frame with the available resources.
 Be through in your analysis of the case situation.
 Go through the case twice, once for a quick overview and once to get fast
command of facts, then take care to explore the information in every one of the
case exhibits.
 Make complete list of problems and issues that the company's management
needs to address.
Don'ts For case analysis:
 Do not show any business during case analysis.
 Do not recommend any course of action that could have disastrous consequence
if it does not work out as planned.
 Q.40. Seven Steps for writing presentation:

i Answering the important questions about your presentation.

ii Formulating your main idea.
iii Creating the right argument to present your idea.
iv Creating a structure or storyline.
v Writing your presentation effectively.
vi Preparing conscientiously.
vii Presenting consciously.

44. Explain Organization Plan for Persuasive Request Indirect Approach.

Organizational plan of Business Letter
Organizational plan refers to the order of content of letter or the structure of
a letter. Generally business letters follow the plans given below:
1. Direct plan (when informing): Give the most important information
first. Provide explanations and details.
2. Direct plan (when requesting): Ask the most important question
first. Give a detailed description or ask further questions, and explain
the reasons for the request. Request action, give a deadline, and
show appreciation.
3. Indirect plan (when delivering bad news): Soften bad news with an
indirect opening (the buffer).
Give reasons for bad news
Close with a polite, positive statement that doesn’t refer to the bad
news.
4. AIDA plan (when persuading) Capture attention with a compliment,
question, or statement of reader’s benefit. Reduce resistance with
explanations. Motivate action.
For persuasion the popular AIDA formula is used. AIDA is an
acronym(Adriviation): Attention, Interest, Desire, and Action.
6Ps of Communication;-
Planning
Purpose
Political sentivity
Personal commitment
Personal communication skill ( ability to persude)
Polish

What is a report?
A report is a document in which a given problem is examined for conveying
information, reporting findings, putting forward ideas and, sometimes
making recommendation.
d the society as a whole.

Short Reports
The report that contains topics of medium or moderate length and having no special need for
formal presentation are called short report. Most short reports include the minimum supporting
materials such as problems, methods, findings and conclusions.
The headings of a short report are:
1. Terms of reference
2. Procedure
3. Findings
4. Conclusions
5. Recommendations

PARTS OF A FORMAL/ Long REPORT

PREFATORY(serving as TEXT OF THE PART SUPPLEMENTARY

an introduction)
 Cover
Title Fly Index
Letter of Authorisation Introduction Glossary
Letter of Acceptance Body Appendices(additional
Letter of Transmittal part)
Conclusions
Table of Contents Bibliography(reference
Recommendations
from where the content
Executive
is taken –books)
Summary(most read
page) or synopsis or
abstract
• Business environment analysis
Industry background

PEST analysis: A PEST analysis describes the political (P), economic (E), social (S) and technological (T)
factors that impact the business. For example:

Political: A change in government policy may lead to a reduction in grants available

Economic: High interest rates make it expensive to borrow money from a bank to fund expansion
Social: An ageing population increases the demand for pharmaceuticals and old-age-related healthcare

Technological: The evolution from traditional hand-held mobile phones with buttons to smart-phones
with touchsensitive screens

SWOT analysis: A SWOT analysis describes a business’s strengths (S), weaknesses (W),
opportunities (O) and threats (T). For example:

Strength: the business employs a highly skilled and dedicated workforce

Weakness: the factory is full of old machinery that frequently breaks down

Opportunity: there is huge demand for the businesses products overseas so they could start exporting
their products
Threat: A large new competitor could open an outlet in the same town where the business is currently
the only supplier.

Networks of middle managers

One area where formal and informal communication models blend into one
is networks. A network is a group of managers, for example middle
managers, whose daily roles involve the implementation of corporate plans,
strategies and tactics. These managers are decision makers.
Networks typically exist to identify problems and share information and
experience across an organisation using both formal and informal
communication
difference between formal and informal group
In a formal group, the relationship between the members is professional, they gather just to
accomplish the task allotted to them. On the other hand, in an informal group, there is a
personal relationship between members, they share their opinions, experiences, problems,
information with each other. What is a monitor report?

toA monitor report provides summary information about a single component over a
specified time range using a specified rollup period. For example, you could get a
report showing how many events a source processed every 15 minutes for the past 24
hours.
A memo is a short document used to communicate a message within an
organization or to its employees. Four reasons for writing/issuing memos can
include:
1. To provide general information to employees
2. To announce new policies and procedures
3. To request feedback and suggestions
4. To distribute important information to a large number of people quickly
and efficiently