Business Communication

BUSINESS
COMMUNICATION
DR. SWARNALATHA V
Assistant Professor
Christ Academy Institute of Law
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Foreword
xxxx
Preface
It gives me great pleasure to present the current first edition of
business communication for students in the second year of a five-year
B.B.A. LL.B degree course. This book focuses on helping professionals
improve their communication skills. The book has been structured into
six units and spanned over 21 chapters to suit the requirements of the
mandated syllabus and make it easier for students to learn the
numerous themes.
Unit 1- Basic of communication
Unit 2- Need for communication
Unit 3- Business Letters
Unit 4- Reports
Unit 5- Press reports and speeches
Unit 6- Interpersonal skills
This book has a few advantageous properties:
• For the benefit of learners, the subject matter has been written
clearly and simply.
• To meet the learning objective, the substantial focus has been

placed on conceptual clarity, business activities, and official
correspondence.
• Practice letters and previous year's question papers have been

added at the end of the chapter to test the students' analytical
skills.
I genuinely hope that this book will be able to spark students' attention
and pique their interest to explore more about business
communication.
Business Communication 5
First and foremost, I give thanks to my Lord Almighty for assisting me

in completing this bookwork. I express my greatest gratitude to Fr. Dr.
Davis Panadan, CMI, Principal, Christ Academy Institute of Law, for
his support and guidance in helping me finish the book. I owe a debt
of appreciation to my spouse, who was just as instrumental in the
completion of this book as my children and family members. Finally, I
want to convey my gratefulness to MPP House and Matha Printers for
supporting me in finishing it. This book should support law students
in understanding the fundamentals of business communication.
Dr. Swarnalatha. V
Assistant Professor, Christ Academy Institute of Law.

Syllabus
Unit - I
Communication: Meaning, history and importance, communicators

and subject matter of communication, models of communication,
written, oral, and body language, the benefit of communication.
Unit - II
Business Communication: the need for business communication, errors

in communication, namely wrong communication, partial
communication and no communication, pre-requisites of good
business communication
Unit - III
Business Letters: enquiries, quotations, orders and complaints, notices,

responses, announcements, characteristics of a good business letter.
Unit - IV
Reports: Reports for publication, periodical reports, reports to

shareholders, board of director’s report, reports to creditors, auditors
report, reports of investigations and enquiries.
Unit - V
Press notes and speeches of the Chairperson in company meetings

Contents
Foreword .............................................................................................................. 3
Preface................................................................................................................... 4
Syllabus................................................................................................................. 6
UNIT - I .......................................................................................................... 9
CHAPTER – 1 INTRODUCTION TO BUSINESS COMMUNICATION .. 11

CHAPTER – 2 TYPES OF COMMUNICATION .......................................... 37
CHAPTER – 3 BENEFITS AND BARRIERS TO EFFECTIVE
COMMUNICATION ............................................................................. 71
UNIT - II ...................................................................................................... 81
CHAPTER – 1 NEED FOR BUSINESS COMMUNICATION ..................... 83

CHAPTER – 2 ERRORS IN COMMUNICATION ...................................... 101
UNIT - III ................................................................................................... 119
CHAPTER – 1 BUSINESS LETTERS ............................................................ 121

CHAPTER – 2 TYPES OF BUSINESS LETTER .......................................... 139
CHAPTER – 3 ENQUIRIES AND REPLIES ............................................... 151
CHAPTER – 4 QUOTATIONS ..................................................................... 163
CHAPTER – 5 ORDERS AND EXECUTION ............................................. 175
CHAPTER – 6 COMPLAINTS AND ADJUSTMENTS ............................. 183
CHAPTER – 7 NOTICES, RESPONSE & ANNOUNCEMENT ............... 197
UNIT - IV ................................................................................................... 213
CHAPTER – 1 REPORTS ............................................................................... 215

CHAPTER – 2 LAYOUT OF REPORT ......................................................... 231
CHAPTER – 3 FORMS OF REPORT............................................................ 239
UNIT - V .................................................................................................... 261

8 Business Communication
CHAPTER – 1 PRESS NOTES AND SPEECHES ....................................... 263
Chapter – 2 Speeches ..................................................................................... 277
UNIT - VI ................................................................................................... 299
CHAPTER – 1 INTERPERSONAL SKILLS ................................................ 301

CHAPTER – 2 LISTENING SKILLS ............................................................ 313
CHAPTER – 3 PUBLIC SPEAKING SKILLS .............................................. 321
CASE STUDIES........................................................................................ 331
Case Study: 1 Case: BellSouth’s Crisis Communication Plan .................. 333

Case Study: 2 PowerPoint Presentations: An easy way to get the point
across ..................................................................................................... 339
Case Study: 3 Case: A True Tale of a Case Interview Gone Bad ............. 343
Case Study: 4 Improving the Listening Skills of Managers at Procter &
Gamble .................................................................................................. 349
Case Study: 5 Case: How to Behave at a Business Meeting in China?.... 351
Reference .......................................................................................................... 355
Previous year question papers ...................................................................... 359
UNIT - I
CHAPTER – 1
INTRODUCTION TO BUSINESS
COMMUNICATION
Introduction
Communication playing a vital role in everyone’s life. Communication
is the process of sharing information, ideas, opinions, knowledge,
emotions, facts, and so on between individuals and/or organizations to
get the desired result. It is very much essential for human existence
and without which our life is null. Man is a social animal and has to
communicate with each other, hence it becomes the first and foremost
social activity.
Communication even playing an important role in the business as

well. Good communication is the heart of any business activity.
Because all business transaction is highly depending on proper
communication and this ensures good decision making fails it will
lead to wrong decision making. When the decision is wrong business
faces consequences adversely. Effective business communication is
how well employees and employers interact with each other to attain
the organization's vision, mission, objectives, and goals. Its main
purpose is to strengthen organizational practices and reduce errors.
1. Definition
According to W.H. Newman and C.F. Summer Jr, “Communication is
an exchange of facts, ideas, opinions, or emotions by two or more
persons”.
According to Ricks and Gow defined, “Business Communication as a

system that is responsible to affect change throughout the whole
organization”
According to Peter F Drucker, “For communication to be effective has

to be both information and meaning. And meaning requires
communication.”
2. Meaning
Human behaviour relies heavily on communication. It refers to all
human beings' innate need to communicate their thoughts, feelings,
knowledge, and ideas to others through the use of words (written or
spoken), body language, or signs. It is necessary to communicate. It is
a vital component of one's existence. Every living on the earth
communicates from birth to death, regardless of breed. Animals, birds,
trees, and people are all examples of this.
The word communication comes from the Latin word "communis,"

which means "common." Communication, on the other hand,
encompasses the concepts of transfer, meaning, and knowledge, in
addition to commonality.
Communication can be defined as the process by which two or more

people come to share their thoughts and knowledge. Communication
is the act of passing on information, ideas, or knowledge to others.
Signs and gestures are used to communicate. It can take both verbal
and nonverbal forms. It can be done using facial expressions, body
language, gestures, tones, words, writing, printing, telephones, and e-
mails, among other things. The eyes and nodding of the head convey a
message that is not conveyed by voice.
An organization's most important component is communication. In

fact, an organisation would be impossible to imagine without
communication. An organisation is a group of people who have come
together to achieve a common goal. The achievement of these goals is
heavily reliant on the efficient coordination and integration of human
labour within a company. People who work in an organisation are
intertwined, and their activities are intertwined as well because all

activities are carried out solely to meet the organization's goals.
3. Basic elements of business communication

Business communication seems to be in various forms in an
organization either it can be internal or external. Companies
communicate with clients, customers, and other external bodies via
websites, reports, or periodicals. Internal communication includes
phones, mail, company newsletters, and the in-house email system,
and so on. In all cases, elements are playing a major role and that will
lead to the success of a healthy communication process. The elements
are discussed below.
1. Two or more parties:
It involves two or more parties in the process. Here one

person acts as sender and another person acts as the
receiver of the message. So, it must involve two people to
complete the communication process.
2. Meaningful message:
The next important element of communication is the

message or information, which the sender wants to
communicate should be meaningful and complete to the
receiver. Messages can be in the form of feelings, wishes,
attitudes, ideas, facts, information, or any other perceivable
matter.
3. Media or channel:
The Channel of medium is very important for the

communication process. It means the mode of
communication used to transmit the message from sender
to receiver. It can be verbal or non-verbal.
4. Feedback:
The last important element of communication is feedback.

It is the response or reaction which sender gets from the
receiver for a message. Feedback labels in what way the
message is being understood by the receiver. It’s started as
a tool for assessing the success of the communication
process.
4. History of communication
The whole history of communication is important but widespread. All
over the ages, mankind has established several methods of
communication to connect, engage, and interact with each other. As
technology and innovation have advanced, so have the chances to
communicate more quickly and efficiently.
“…as human beings we have a special capacity to use symbols to

communicate about things outside our immediate temporal and
spatial reality (Dance & Larson)”. For example, we can use abstract
symbols, like the word education, to discuss a concept that
encapsulates many aspects of teaching and learning. We can also
reflect on the past and imagine our future. The ability to think outside
our immediate reality is what allows us to create elaborate belief
systems, art, philosophy, and academic theories. You can indeed teach
a gorilla to sign words like food and baby, but its ability to use
symbols doesn’t extend to the same level of abstraction as ours.
However, humans haven’t always had the sophisticated
communication systems that we do today1
1 https://open.lib.umn.edu/communication/chapter/1-1-communication-
history-and-forms/
Source: wordpress.com
Communication started when people started sending messages orally

from one place to another place. Communication has been the
cornerstone for the development of nations. The refinement with
improved communication technology advanced much closer.
Communication has always been the most substantial part of human
expression and interaction. Let us look at the main developments2
2 https://learn.g2.com/history-of-communication#21st%20century%20
communication
• Ancient communication
• 15th and 16th-century communication
• 17th-century communication
• 21st-century communication
Ancient communication
Ancient man was forced to be creative with communication and keep

it consistent to maintain a common understanding. When speech
originated around 500,000 BCE, communication was changed, but the
system was not perfect and needed assistance.
While verbal communication was used in ancient times, symbols and

images were still used to portray information. The earliest proven
form of this is cave paintings. These images usually included scenes of
hunting wild animals or stencils of human hands.
Communication for ancient man became more complex as variations

of cave paintings evolved into pictograms. Pictograms are images that
represent a simple place or object. Later, ideograms were created and
used to communicate concepts.
People during ancient times can often be depicted as savage and

unintelligent, but the opposite is true. The communication crafted
during this period moved from simple drawings of people and
animals to visual communication that could express entire ideas with
one symbol. Their brainpower fueled the original use of all types of
communication that evolved into the channels we use today.
While communication saw a lot of advancements during ancient times,

that was only the beginning.
15th and 16th-century communication
Communication saw new developments between ancient times and

the 15th century. But if we dove into all of that, our entire history
would be reading or writing about communication’s history. While it
is interesting, we’ve all got things to do. So I’ll keep it brief: For the
most part, communication before the 15th century included verbal
communication and limited written communication. People spoke to
each other and wrote handwritten notes for an individual or a group.
This all changed after the printing press was invented. The Bi Sheng
and Wang Chen dynasties in China invented the first printing press in
the 1300s, removing the need to handwrite all paper messages. About
150 years later, Johannes Gutenberg of Germany crafted a modernized
version of the printing press that was able to mass-produce printed
materials.
Gutenberg’s version of the printing press started the period known as

the Printing Revolution.
Printing presses were found in cities all across Europe and were used
to print large amounts of materials that were meant for widespread
distribution. Written and printed materials became all the rage,
leading to even more innovations to create, duplicate and circulate
them.
The invention of the printing press gave people the ability to

conveniently produce large amounts of written material, but more
importantly, it supported the flow of information among people. That
is the true purpose of communication: sending and receiving
messages. And eventually, that also became possible.
17th-century communication
The continued popularity of written communication caused the

Printing Revolution to spill into the 17th century. Scientists were still
publishing their discoveries and authors continued to tell stories, but
at the same time, a lot was happening in the world.
War, famine, and domination became regular concerns of 17th-century

people. Mentions of these events stirred up a lot of curiosity among
people that were out of the geographical loop. In 1690, the newspaper
was invented to accommodate those people. Cities all over the world
got into the habit of publishing a newspaper with local and
international news to keep people informed.
Before the 17th century, information was known and recorded, but
options to release it were limited. With newspapers acting as a
primary source of information, communication in the 17th century
began to reflect the modern-day communication model of sender and
receiver.
In the 18th century, the public postal system was established. Letters
were sent before this period, but the system was flawed and
inefficient. Delivery could take months, and even when the mail did
reach its destination, it was left at a random public place.
Benjamin Franklin’s involvement in the U.S. postal system made the

delivery of mail more productive. Routes were established to boost
efficiency, post offices were created to keep drop-off and pick-up
locations consistent, and costs were set in place to make the business
profitable.
The remodeling of the postal service allowed the sender and receiver
communication model to cater to personal information. Sure, a
newspaper can tell you about the health of the economy, but a timely
letter from an old friend will make you smile.
As the 19th century came around, the great minds working towards
improving communication took a large step. Electricity was
incorporated into communication channels, coining the term
telecommunications.
Telecommunications is the sending and receiving of information using

electronic means. This can include wire, radio, or any other
electromagnetic device. The combination of electricity and
communication sparked the beginning of a long wave of innovations.
The first of these inventions was the electric telegraph in 1831 by a

man named Joseph Henry. This type of telegraph allowed messages to
be sent and received over long distances. It contributed to the
productivity of distributing news and communicating internally for
businesses.
The popularity of the electric telegraph was still at its peak when
Alexander Graham Bell invented the telephone in 1876. The telephone
allowed two people to communicate verbally with devices that
converted the sound, as opposed to speaking face to face.
Telecommunications provided people with a way to make long-

distance written and verbal communication personal. Distance became
less of a problem for people who wanted to communicate verbally,
increasing the flow of information.
The 20th century was a busy time for communication.
Radio and television became great sources of information in the early

1900s. Not only did they provide musical entertainment, but they also
delivered news, sports, and weather to listeners.
This is where it starts to get even busier.
The telephone became mobile in 1981, but the word mobile is used
loosely here. The first versions of the mobile telephone were not
intended to be carried around on your person like they are now. They
were heavy-duty pieces of equipment that were usually only found in
cars and trains.
Once the mobile phone became pocket-friendly in the 1990s, more

people were inclined to buy them. Phone companies started selling
pay-as-you-go plans and other phone contracts, fueling the industry.
Also, a new form of written communication was created. We know it
today as text messaging.
Advancements in the phone industry were just the beginning.

Communication continued to surprise the world, thanks to two things:
the computer and the Internet.
The computer was invented towards the beginning of the 20th century,
but the features for communication were not created until the mid to
late 1900s. In 1965, online written communication expanded into an
email, completely changing the game. To make it even more enticing
for users, these systems soon adapted the means to share entire files or
photographs.
Then, after the personal computer (PC) was introduced in the 70s,
computer systems slowly became a common household tool, especially
for communication. The combination of a PC and the Internet made
written communication fast, easy, and convenient.
After reading that, we all know that email and PCs were just the
beginning of the most important innovations in communication. But
these origins can’t be forgotten. Every communication tool used today
was somehow influenced by simple ones from the long and never-
ending history of communication.
21st-century communication
Now for the big one: 21st-century communication. When thinking of

modern-day communication, keeping the idea of the Information Age
in mind is important. The Information Age is characterized as the
economic transition from industry to information technology. Simply
put, everything is digital and knowledge has never been more
powerful. People want information, and the best way to get it is
through communication tools.
It’s no surprise that as communication got faster, the human race

became more impatient with it. Communication of the 21st century
kept up with these “needs” by creating even more tools and increasing
the efficiency of existing ones.
Video conferencing software is a perfect example of communication

technology accommodating to the fast-paced Information Age. People
no longer had to be in the same place for “face to face”
communication. This was a huge development for people and
businesses who frequently communicate from long distances.
Another dominator of 21st-century communication tools is social

media. Social media websites are online communication and
networking tools where people can connect and share ideas. The
different social media sites were released quickly and with little time
in between. Here is a little timeline to show when and how rapidly
they emerged in the communication industry.
Future…
It’s difficult to speculate on the next form of technology, although

more wireless devices and methods of sharing are surely on the rise.
Understanding the history of communication is a way to learn more
about how far we have come as a species.
“From smoke signals and pigeons to instantly connecting via video chat
around the world, society has seen drastic improvements in the way that we
communicate over the past centuries, and is continuing to move forward and
create new technology that complements or replaces existing technology”3
5. Importance of communication
“…The legal profession is one of the classic professions in which

confidentiality plays a dominant role. As lawyers, they have to deal with
several issues, like the duty of discretion, the right to refuse to answer
questions, professional confidentiality, and a specific code of conduct. Clients
must be able to speak freely with their lawyers at all times. This means that in
the legal profession, communication is the central part between lawyers, with
clients, with other parties, the court, etc,”4
The capacity to communicate effectively and efficiently is one of the

most important life skills. It brings people together, closer to each
other. Good communication prevents people from misunderstanding,
wrong decision making and so on, also helps them to have a good
relationship with each other results in people can adjust to the social
and physical aspects of work and life as well.
An effective system of communication helps the industry to maintain

good human relations also. It helps top management to motivate,
satisfy, and to influence their employees which consecutively progress
towards high morale and motivation between management and
workers.
Communication is one of the foremost functions of management and is
3 https://cdn2.hubspot.net/hubfs/214969/00_OCN_Content/OCN_NEU_
eBook_Evolution-of-Communication_637-CTA.pdf
4 Anwesha Pathak, Shivangi Sinha, Astha Srivastava, Importance of
communication in Law, IJEAT, ISSN: 2249 – 8958, Volume-8, Issue-6S3,
September 2019.
closely associated with all other managerial functions. It helps the

organization to bridge the gap between individuals and groups
through a flow of information and proper understanding between
them.
The practice of law is extremely hooked on good communication skills,

especially persuasive oral skills. Mastering in verbal communication,
good listening, sound counsel, openness, curiosity, value, persuasion
is the important keys that will allow lawyers to connect with their
clients in a more meaningful way and solve problems more efficiently
and effectively. 5
In business, an appropriate system of communication is very much

essential for the decision-making process because it provides clear
information in every situation. A communication system is always
supportive to accomplish organizational goals promptly. In fact, in
business, it is equivalent to the neural system of the human body. Each
business entails an effective internal and external communication
system for its growth and success. Lack of communication leads to the
failure of an organization. Some of the precise needs of business
communication are as follows.
a) Decision Making
Communication is the neural process that provides all required

information for the decision-making process. Any fault in the
information or communication system might leads to wrong or non-
implementable decisions.
b) Execution
A good communication system aids in the timely execution of

decisions. Without a good communication platform, issuing clear and
5 https://www.coachingforchange.com/communication-skills-for-lawyers.html
explicit instructions is impossible.
c) Motivation
Positive communication is a motivator that leads to increased

productivity. It also improves the efficiency of all managerial
functions.
d) Leadership
When there is no effective leader, a group of people becomes a mob.

Communication serves as a link between the leader and the followers,
persuading them to take specific actions.
e) Co-ordination
Communication allows managers to fulfill their duties in a structured

way by ensuring that employees understand exactly what is expected
of them. Furthermore, the individual must establish a balance between
organizational and personal objectives.
f) Controlling
Appropriate communication about performance evaluations and

corrective actions leads to improved control.
g) Industrial Relations
Employers and employees benefit from organized communication

because it increases mutual understanding.
h) Distinguishing Factors
Communication separates the group's members from the non-

members. Members of one group will have access to the material while
others will not.
i) Consensus
It can only happen when a group, an organization, a committee, a

meeting, or a conference has a good communication system in place

and individuals who are effective communicators.
6. Objectives of Communication
The main objective of communication in a business organization is to

convey the information, decisions, policies, procedures, instructions,
ideas, etc., so it will help the receiver to understand, listen, and to read
the transmitted message, to agree or disagree, also to take an effective
decision at all levels of management. Effective communication is very
much required at all stages to ensure the welfare of the organization.
At the planning stage and execution stage information is needed to
check the feasibility of the project, manpower required, finance
involved, publicity plans, orders, work instructions, etc., all these
require effective and constant communication skills. Communication
can be used for any of the following purposes.
To inform
It is one of the most important objectives and communication mainly

used to receiving or passing information about facts or circumstances.
Information can pass through spoken or written or by using some
signs or signals. Business executives need complete, accurate, and
precise information for planning, organizing, and executing processes.
It can be collected from a variety of sources like old files, observation,
mass media, library, chamber of commerce, meetings, seminars,
interviews, and so on. All collected information must be from reliable
sources, accurate, complete and recent.
From a business standpoint, the outcome of the entire dealing of

communication. Effective communication skills are crucial to let others
and oneself understand information more correctly and quickly.
In the profession of lawyers, information playing a predominant role,

because lawyers transferring information to produce greater
understanding.
To persuade
Persuasion may be defined as an “effort to influence the attitudes,

feelings, or beliefs of others or to influence actions based on those
attitudes, feelings, or beliefs”.6 It is another important objective of
communication.
When we are communicating, we are persuading them to listen,

accept, act or understand. When people did not agree with the
transmitted message either they raise their voice or ignore it.
To achieve organizational goal
The ability to communicate well with others leads to attaining the

organizational goal smoothly. Because many problems will get solve
when we communicate properly. So proper communication is needed
at all levels of management, through which managers get all
information which helps them proper planning, designing of policies,
implementing and decision making. All these results in the
achievement of organizational goals and desires.
To increase efficiency
Proper communication supplies all necessary information and

guidelines to improve the efficiency of the organization.
To coordinate
It is the basic management function. It involves linking various people

internally and externally as well. Without proper and timely
coordination, the attainment of organizational goals is impossible.
Therefore, coordination is one of the foremost objectives of
6 E.A. Russel & F.H. Beach, A Textbook of Salesmanship

communication.
To direct people
Effective communication helps leaders to lead perfectly. Clear

direction requires clear communication. Hence, this is one of the
important objectives of communication.
To motivate
Communication is one of the sources to keep motivation levels high

among people. People in any organization need to be motivated to
ensure a high level of performance and achieve organizational goals.
This can achieve through lectures, talks, meetings, and so on.
Apart from these, there are many objectives of communication

depending on the situation. The primary objective of any
communication is to get the specific audience for the desired goals. the
goal may be anything, it could be informing, asking, allowing to
understand, convincing or persuading, and so on.
7. Models of communication
Models of communication are conceptual models used to explain the

human communication process. The first major model for
communication was developed in 1948 by Claude Shannon and
published with an introduction by Warren Weaver for Bell
Laboratories.7 Following the basic concept, communication is the
process of sending and receiving messages or transferring information
from one part (sender) to another (receiver).8
7 Shannon, C. E., & Weaver, W. (1949). The mathematical theory of

communication. Urbana, Illinois: University of Illinois Press
8 Craig, Robert T. Communication Theory as a Field (1999). Communication
Theory. 9 (2): 119–161. doi:10.1111/j.1468-2885.1999.tb00355.x. ISSN 1050-3293.
In 1960, David Berlo expanded the linear transmission model with the
sender-message-channel-receiver (SMCR) model of communication.910
Later, Wilbur Schramm introduced a model that identified multiple
variables in communication which includes the transmitter, encoding,
media, decoding, and receiver.11
Communication designs are organized representations of the

procedure which helps in focusing on how communication works can
be carried out. Models show the procedure metaphorically as well as
in signs. They form general views on interaction by breaking
interaction from complex to simple and keeps the elements so as.
Communication models can occasionally motivate convinced that is
standard stereotyping but could also omit some major components of
personal interaction.
Methods and channels of interaction to be utilized therefore the intent

behind the interaction must be considered before selecting a particular
communication model. Models are used by business companies along
with other businesses to foster their particular communication, explore
their options, and examine their particular circumstances that are very
own. Additionally, it is utilized to comprehend how the receivers will
interpret the message.12
9 Berlo, D. K. (1960). The process of communication; an introduction to theory

and practice. New York: Holt, Rinehart and Winston. Claude E Shannon, W.
W. (1949)
10 Schulz, Peter. Cobley, Paul. (2013). Theories and Models of Communication.
Berlin: De Gruyter Mouton. 2013.
11 Qing-Lan Chen, Chiou-Shuei Wei, Mei-Yao Huang and Chiu-Chi Wei.
(1992) A model for project communication medium evaluation and selection.
12 "Models of Communication," in Businesstopia, February 4, 2018,
https://www.businesstopia.net/communication.
Types of Communication Model
There are three general types of communication models in which all

other communication models are mostly categorized.
• Linear
• Transactional and
• Interactive model
Linear Model of Communication
Linear type of interaction is a straightforward communication model

this is certainly one-way. The message moves inside a line that is a
straight transmitter to the receiver. There's absolutely no notion of
feedback. The duty that is only a receiver does let me reveal to get the
message. Different models that follow a linear style of communication
tend to be:
• Lasswell’s Model
• Aristotle’s Model
• Shannon Weaver Model
• Berlo’s S-M-C-R Model
Transactional Model of Communication
In transactional design, senders and receivers both are referred to as

communicators and both play role that is incredibly crucial in
communication. The transactional model relates communication with
social reality, cultural upbringing, and relational framework. Non-
verbal comments like body language, gestures may also be considered
as feedback in this design. Various types that follow the transactional
style of communication are:
• Berglund's Transactional Model

• Helical Model
• Becker’s Mosaic Model
Interactive Model of Communication
The interactive model or convergence model resembles the

transactional model because both are two-way interaction models. But
this model is mostly employed for new media like the internet. Here,
people can react to any mass communications like videos, news, etc,
common people can exchange their particular views, ideas, and tips.
Different types that follow an interactive type of interaction tend to be:
• Schramm’s Interactive Model
Other Communication Models
Dance’s Helical Spiral of Communication
In 1967, Dance produced a communication design based on a helix

called a helical model. He explains how a youngster learns to
communicate therefore the child matures and will continue to
communicate. Communication is determined by earlier experiences
and tasks of this presenter relating to this model.
Westley and MacLean’s Conceptual Model
Westley and MacLean’s design describes the essential difference

between interpersonal and mass communication as feedback.
Feedback is direct in interpersonal communication whereas indirect in
mass communication. According to this design, the interaction starts
from the environment rather than when the message is shown or
spoken.
8. Role of Communication in Business
In business organisations, communication performs several roles that

include:
Information Sharing:
The main purpose of communication is to transmit information for a

source to target individuals or groups. Various type of information is
transmitted in the organization: policies and rules, and changes and
development in the organization, etc. There may be the need for fast
diffusion of some information in the organization, for example, special
rewards and awards were given, settlements with the union, and
major changes in the organization.
Feedback:
There is a need to give feedback to the employees on their

achievements, to the department on their performance, and the higher
management on the fulfillment of goals and, difficulties encountered
in the communication of feedback helps in taking corrective measures
and making necessary adjustments, and it motivates people in
developing challenging and realistic plans.
Influence:
Information is power. One purpose of communication is to influence

people. The manager communicates to create a good environment,
right attitudes, and congenial working relationship. All these are
examples of influencing.
Problem-solving:
In many cases, communications aim to solve problems.

Communication between the management and the unions on some
issues (negotiation) is aimed at finding solutions for a problem and
evolving a consensus.
Assists in Decision-making:
The most important function of every manager is decision-making. To

make accurate and appropriate decisions, a manager needs to obtain
information available in various channels of communication. Here the

way decision is communicated will have an impact upon the outcomes
of the organization in terms of cooperation and support of the people
to achieve organizational goals. For arriving at a decision several kinds
of communication are needed, e.g., exchange of information, views,
and available alternative, etc., communication helps a great deal in
decision-making.
Facilitating Change:
The effectiveness of a change introduced in an organization depends

to a large extent on the clarity and spontaneity of the communication.
Communication between the managers and employees helps in
recognizing the difficulties in the planned change, and in taking
corrective action.
Group Building:
Communication helps in building relationships. If communication

breaks down the group may disintegrate. Communication provides
the necessary lubrication for the proper functioning of a group.
Gatekeeping:
Communication helps to build linkages of the organization with the

outside world. The organization can use its environment to increase its
effectiveness. It can also influence the environment, the government,
its clients, its resource systems, etc. Communication plays a critical
role in this respect.
Conveying the Right Message:
The main object of communication is to convey the right message to

the right person, i.e., to the person for whom it is meant. The message
conveyed should be well understood and accepted by the receiver in
the right perspective. In other words, it should carry the same
meaning, which has been conveyed so that it may be translated into

action effectively.
Helps in the co-ordination of Effort:
Communication is an effective tool for coordinating the activities of

different persons engaged in running a business. Coordination
without communication is a remote possibility. In organizations, there
exist a lot of differences, which are many a time formally created by an
organization through departments, divisions, delegation,
decentralization, authority, and power. Through various effective
communication mechanisms like letters, circulars, meetings
conferences, telephone, cellular phones, etc., these differences are
minimized and activities are properly coordinated to achieve
organizational goals. The individuals or groups come to know what
others are doing and what is expected from only through
communication.
Good Industrial Relations:
Communication develops good industrial relations as it conveys the

feelings, ideas, opinions, and viewpoints of one party to the other
parties. The two parties–the management and the subordinates come
closer through communication. They understand each other and dispel
any misunderstanding. Thus, it promotes cooperation and good
industrial relations.
Development of Managerial Skills:
Communication helps managers to understand human behaviour at

work. Communication of facts, ideas, opinions, information, feelings,
etc., add value to the knowledge of managers about various
happenings, in the organization and behaviour of people. Thus,
communication is a process of learning.
Ensuring the effectiveness of Policies:
The organization formulates policies and programs to guide the

workforce. This should be conveyed properly to those who are
responsible for the execution of work to achieve the organization
objectives. Only effective communication can translate the policies into
action. The effectiveness of the policies can be judged from the success,
which surely depends upon an effective communication system.
Motivating People:
If people working in organizations are not regularly informed about

their management’s expectations, plans, and policies concerning their
future career and growth, promotion and welfare measures, they feel
frustrated and de-motivated. Through various communication
devices, managers declare rewards and incentives to motivate
employees.
Performance Feedback:
People working in an organization need to know well they are

performing and what needs to be done to achieve and exceed the
standards set by management? Through measures like the letter of
appreciation or suggestion, the subordinates are given feedback about
the performance status.
Job Instruction:
Managers need to communicate to their subordinates the job

instructions in terms of the requirements of the job from time to time.
Failure on the part of managers in communicating these instructions
may lead to confusion, wastage, and inefficiency in an organization.
Controlling People:
Every organization has its own rules, regulations, and procedures

framed by the management to perform various activities to regulate
the behavior of people. Therefore, an organization issues notices,

circulars, letters, etc. to communicate the existing or changed rules,
regulations, and procedures. The management information system is
well-known as a control mechanism. Information is transmitted to
ensure that plans are being carried out according to the original
design. Communication helps in ensuring such control.
Useful as Grapevine:
Informal communication or grapevine in organizations, sometimes

leading to rumors, is often used by employees to create
misunderstanding. But sometimes management also takes the help of
this route to assess the impact and reaction of the employee before
introducing proposed policy changes in the organization.
Emotive function:
Communication facilitates the expression of feelings and satisfaction. It

also enables people to express their dissatisfaction and unhappiness
through words or in writing to release their tension and frustration.
That is why in organizations there exists grievance resolution
machinery and often managers and supervisors are trained how to
handle employees’ emotional problems and grievances.
******
CHAPTER – 2
TYPES OF COMMUNICATION
Introduction
To advance in the job, one must have excellent communication skills.

Almost every profession requires to communicate with others,
whether selling something, working on a team project, or completing
other chores. This chapter discusses the distinct types of
communication skills and how to apply them effectively in the
professional context.
1. Different types of communication
Communication can be divided into four categories. While many

situations only require one style of communication, you may discover
that some communications require a combination of several. Sending
an email, for example, requires simply written communication,
whereas giving a presentation may require verbal, non-verbal, written,
and visual modes of communication.
So
urce: https://thebusinesscommunication.com/types-of-communication-
1.1. Based on parties
External communication
External communication involves exchanging information with all the

external people or outside parties of the organization. Usually, they
are a stakeholder of an organization.
Example: Meeting with preference shareholders, interaction with an

advertising agency, etc.,
Internal communication
Internal communication involves swapping or exchanging information

among various people or internal within the organization.
Example: Managers arranges a meeting with supervisors, etc.,
(i) Horizontal communication: In this information or messages moves

between or among the same level or statuses of people in the
organizational structure.
Example: Managers of the different department in an organization like

production, sales, finance, human resource, IT, etc., all these belongs to same
category or status.
(ii) Vertical communication: Here the communication moves between

subordinates and superiors of the business organization.
Example: Jon's instructions usually move from superiors to subordinates.
• Downward communication
In this type of communication, the message or information flow from

top management to bottom-level management.
Example: Any changes in policies will be decided by top management people

like MD, CEO and then get passes to middle-level management from them to
bottom-level management.
• Upward communication
In this type, the message or information flow passes from the bottom
level to top-level management.
Example: Student raises any concern to teacher and from faculty to Head of
the Department and from Head to Principal.
• Cross or diagonal communication
In this type of communication, the message or information flow

between persons at different levels who have no direct connection or
relation. This kind of communication happens to ensure proper
coordination, easy and speed information flow, and good
understanding, etc., for the achievement of organizational goals and
objectives.
Example: Managers of the sales department send an email to the manager of a

production department checking or asking when the product will be available
for shipping
1.2. Based on the formality
Formal communication
Formal communication can be a verbal or written presentation that

preserves some particular principles and regulations. Formal
communication is the process of exchanging information by using the
recommended or formal principles, treatments, systems formalities,
sequence of command, etc. within the construction that is
organizational.
Formal Communication may be the trade of official information that

moves over the different degrees of the organizational hierarchy
conforms to the prescribed professional rules, plans, standards,
procedures, and laws of this organization.
It employs a suitable channel that is predefined of and it is deliberately

controlled, goal-oriented, crisp, brief, and concise. It is very much

common in workplace settings, educational settings, and business
settings.
Example: Scheduled meetings, Legal notices. Documents, reports, etc.,
Characteristics of Formal Communication
• Written or oral
Formal communication can be both oral or written communication.

Day-to-day operations and instructions can happen through oral form
whereas policy-related matters require a written form of
communication.
• Formal relation
The kind of communication that exists among people in the

organization will be more formal only. Usually, the sender and
receiver will be having some sort of organizational relationship.
• Prescribed path
The flow of communication needs to pass through a definite channel

of communication while moving from one person to another person.
For example, when a supervisor wants to pass some information to top
management means he has to follow the prescribed path or hierarchy.
• Organizational message
This channel is primarily concerned with organized and authorized

messages only.
• Cautious effort
This channel is not established automatically but then the collective

effort has to be made for its successful creation. It has been done
keeping in view the objectives and vision of the business organization.
Advantages
• Increase the efficiency of the organization
This particular communication is used by using the predetermined

guidelines so it improves the general performance and efficiency
associated with the organization.
• Easy communication system
All levels of management using this particular system to communicate

with each other. So, it will be easy for everyone to have a better
understanding of the message communicated.
• Permanent record
A copy of formal communication is always well-maintained in the file

and used for future reference. As a result, any emergency that arises
easily can get it from the file.
• Quick work
Often the rapid interaction is needed with the employees. To make use
of the formal downward communication, it is easy to talk to the staff
quickly. And so the ongoing work could be done timely.
• Discipline
The employees are bound to be mindful of their very own duty under
the formal communication system. Therefore, fundamentally it
generates control into the organization and related matters.
• Cooperation and coordination
Both are very much indeed essential elements to carry out business
activity smoothly without any troubles. Formal communication is a
correct element of coordination. Therefore, coordinated activities can
be done properly and simply through formal communication.
• Delegation of authority
Through formal communication, the authority is delegated from the

superiors to subordinates i.e., from top management to bottom level
management.
• Free from mistakes
Since it has well-defined rules, procedures, processes, and regulations.

So, the chances of error will be less while exchanging information with
the people in the organization.
Disadvantages
• Authoritarian System
Formal communication reveals a relationship that is noticeable

between top-level and bottom-level management. If you find a
communication that is downward there is an authoritarian tone to
dominate lower degree workers.
• Inflexible
It is certainly rigid due to that makeup or alter cannot be considered

effortlessly whenever needed.
• Costly
Of course, it follows a formal hierarchy so they follow all formalities,

procedures while communicating with others for which involves more
cost.
• Time-consuming
The formal communication process passes through different phases or

levels of the organization and therefore needs more hours to reach its
location. It is a fundamental wastage of time.
• Delay in the decision-making process
People who belong to an organization need to maintain a specific

structure in case of formal communication. Consequently,
administration requires additional time which delays the process of
decision making.
• Lack of initiative
In this kind of communication, there's no alternative to choose some

other system that is the one best in comparison to the recommended
system. Because these creative ideas are dismissed or denied here.
Informal communication
Definition
According to Bartol and Martin, “Informal communication is taking

place without regard to hierarchical or task requirements.”
According to Bovee and his associates, “Informal communication is the

flow of information without regard for the formal organizational
structure, hierarchical or reporting relationship.”
Meaning
It is casual communication or unofficial communication that takes

place among different groups and people. Informal communication is
free from all organizational formalities. It is based on unofficial, social
relationships that are formed outside the business hierarchy.
Normally informal communications take place on the occasion of

community meals, personal events, parties, etc. The superiors gather
such information from their subordinates as can be tough to make it
through formal interaction on such occasions. Such interaction
includes feedback, suggestions, etc.
This type of communication moves easily in all instructions, hence, it's

very quick and fast. This type of interaction is quite natural as folks
communicate with each other about their personal life, professional
life, as well as other matters.
Example: Sharing of emotions/feelings, casual discussion, gossips, etc.
It is normally called Grapevine communication because there is no

proper communication channel in this. A long-distance making its
origin obscure /unnoticeable under this some information passes
through a lot of people and covers. This is often just like a grapevine
where it is difficult to get the beginning together with the end.
Informal communication describes multi-dimensional communication.

It moves easily inside the company and is maybe not bound by pre-
defined networks and communication routes. Informal
communication is particularly fast. Casual interaction is much more
relational than formal communication and it is, of course, a very
natural mode of communication as people communicate with one
another easily and can mention a diverse variety of subjects, usually
expanding outside of their particular work obligations. Since its nature
is informal, so it moves much faster and will not have a reporting
system, paperwork, etc. 13
Generally, begins with employees through social relations. Quite often,

informal communications turn to formal communication when they
are added into the company's formal communication information
flow. It's highly effective as employees can talk about work-related
problems that save the firm money and time. It can also help to
construct much more effective and healthy interactions among the
workforce.
13 https://www.peoplegoal.com/blog/what-is-formal-and-informal-
communication
Example: Employees of a company have come to know the profit margin of the
organization through the accounts department. Somebody among employees
spreading rumors or imagine and tells others that the company is going to
offer bonuses for its employees based on profit margin.
Characteristics of informal communication
• Established through social relation
This communication is crafted by social relations which implies

beyond the company's rules and regulations. There is no more
superior and subordinate relationship. A more sociable person can
collect much information out of this channel.
• Two types of information
Since it is informal so one can collect information related to work as

well as individual i.e., personal and professional.
• Uncertain path
By nature, it is informal, so there is no definite channel or path for

communication moreover it is beyond the company rules and
regulations. Like grapevine, it moves in a zigzag order.
• Possibility of rumor and falsification
Commitment for the true or untrue nature of communication will not

lay on any individual and, consequently, may not require much
attention to its meaning while communicating. Eventually, the rumors
keep floating.
• Fast reply
Informal communication spreads like fire. In most instances, people

add their own meaning which sometimes changes the real meaning of
the communication process.
Advantages
• It is very fast and effective communication, also suitable for

emergencies.
• It happens in a free environment because no hierarchy is

involved, it makes the picture clear, bringing out the hidden
dimension of the organization, if any.
• It leads to better human relations because it saves employees

from tension i.e., freedom from tension
• It has more freedom thus finding solutions for the difficult

problem will be pretty easy.
• It is unofficial and personal also promotes a social relationship

among the participants
• Through this communication new ideas, suggestions, opinions,

views may come out from people as folks can show their
thoughts without fear
• It creates an environment agreeable for work as the connection

amongst the managers and also the employees get better
• The manager can gather information about the reaction of

workers, the mindset of the workers relates to various other
divisions, peer officers through such communication. It's quite
impossible for informal communication. Hence, informal
communication pills for formal communication to satisfy the
objective of the organization.
• It's an outlet for grievances, complaints, dis-likings, rumor’s,

etc.,
Disadvantages
• It is absolutely unsystematic communication. There is no

proper procedure in it.
• It spreads inaccurate, incomplete, and half-true information as

everyone interprets it in their own way.
• Responsibility will not fall under anyone’s head because

finding the supplier of the message will be difficult.
• It is very difficult to make decisions because the information is

unreliable.
• It spreads rumors hence it affects the health of an organization.
• Sometimes it creates conflicts between people by spreading

rumors against them.
Types of informal /Grapevine communication
• Single Strand Chain
• Cluster Chain
• Probability Chain
• Gossip Chain
Single Strand Chain
The communication for which one person informs something to

another, who once again states to another person plus the procedure
goes on. It’s a long chain. The longer the chain higher the possibility of
falsification of the information. For example,
A B c D E F G
In the above picture ‘A’ tells to ‘B’, and ‘B’ tells to ‘C’ and so on.
Cluster Chain
It is mostly used and the common pattern of informal communication.

In this style, one person informs some matter to few trustworthy

people. That few of these may tell to selected various other individuals
again who are trustworthy for them. Here in the below picture, ‘B’ tells
something to selected trustworthy persons namely ‘D’, ‘F’, ‘I’, and ‘J’.
Then ‘D’ again relays some trusty people passing the same
information to ‘M’, ‘N’ and ‘O’. ‘I’ again passing to his trusty people
‘Q’, ‘R’, ‘S’ and ‘T’.
D N
O
F
B Q
I R
S
J
Probability Chain
T
This is the random process with which the information may go from
one person to just any other person or persons based on the law of
probability. In the below picture, ‘A’ randomly tells to ‘B’, ‘D’, and ‘C’.
Then ‘B’ tells to ‘F’, ‘C’ tells to ‘T’ randomly and this way
communication goes on.
G S
B F
I W
D
A
T
C
Gossip chain
In Gossip Chain anyone conveys information with other individuals

around him. They pass information to other groups and then they pass
to some other individuals. In this way, this particular communication
is happening and the information is passed to everyone. In the below
diagram, ‘A’ is the main person transmitting information to
B\C\D\E\F\G\ and H around him/her.
B C
H
D
A
G E
F
1.3. Based on Media
Written communication
It is the process of transferring a message through the written symbols.

In other words, any message/ information people exchanging between
two or more persons by using written words is called written
communication.
It is a very common, productive, and effective form of business

communication.
For example,
Electronic mails, memos, reports, documents, letters, journals, job

descriptions, employee manuals, etc. are some of the commonly used forms of
written communication in any organization.
This type of communication can be used once the information is sent is

long and includes some terms that are complex can't be explained
verbally. Additionally, the business organizations maintain their
paperwork/ documents in writings in a way that these can be utilized
as future reference and serve as evidence of any transactions at any
time in the future. Hence, every business organization needs to
develop, nurture and inculcate effective writing skills in all their
employees.
The efficacy of write-ups and content is based on the right selection of

words and organizing them into the correct sequence. Usually, written
information is considered more legal and valid than oral information.
Always people believe more in the writing than what has been stated
orally. However, in contrast to oral communication, the feedback of
written communication is certainly not immediate as it is not
spontaneous and needs time to get into an understandable form.
Definition
According to Bovee and others, “Written communication is the expression of

ideas through words that are meant to be read.”
According to C.B. Mamoria, “A written communication process is always

put into writing and generally used when the audience is at a distance or
when permanency of record is required.
Characteristics of Written Communication
• Formal communication
It is a formal method of communication and whenever there is

a need for formal communication people will prefer written
communication.
• Aids as documentation
It is mostly used for documentation. This can be preserved

properly so it becomes a permanent record for future reference.
• Free from error and misrepresentation.
It is used as a circular for passing the information in the

organization. So, there is no chance for falsification and
misrepresentation.
• Structure
Every written document has its own definite structure that

must be followed while drafting the document.
• Building image
It bears the image of the writer and also increasing the

organizational image as a whole.
Advantages of written communication
• This can be used for long-distance communication and sending

repetitive orders or messages.
• It serves as a permanent record and is used for future evidence.
• It serves as a legal document
• It looks formal and confident for action
• It can be passed to many people at a time without distortion.
• It gives enough to the receiver to think and react.
• A well-written document creates the image and goodwill of the

organization.
• It is best for inserting a chart, diagram, picture, or adding any

statistical data.
• It reduces ambiguity in the area of the job description, works

allocation, orders, etc., even it helps in setting responsibility as
well.
Disadvantages of written communication
• It is a time-consuming process so; immediate feedback is not

possible.
• It has less scope for immediate clarification of doubts
• It’s being written form in nature hence changes are less flexible
and easily cannot be done.
• This type of communication is not advisable in case of

emergency matters.
• It is a bit expensive in terms of postal charges.
Oral/ Verbal Communication
Oral communication means the exchange of information through

spoken words. It can be face-to-face communication or using some
electronic devices. It is also again a word-based system but in oral
form. In day-to-day life, most of the time people use oral
communication. For example, face-to-face interaction, counseling,
group discussion, and so on are used to express meaning in oral
communication.
Definitions
According to Ricky W. Griffin, “Oral communication takes place

in face-to-face conversations, group discussions, telephone calls and
other circumstances in which spoken word is used to express
meaning.”
According to Bovee and others, “Oral communication expresses

ideas through the spoken word.”
According to S. K. Kapur, “Oral communication takes place when

spoken words are used to transfer information and understanding
from, one person, to another.”
Characteristics of oral/verbal communication
Clear oral expression:
Spoken words are used in oral communication. The receiver should be

able to interpret the message if the spoken words are pronounced
clearly and completely. Language should be simple and easy to
comprehend.
Better understanding:
Another important feature is that the probability of confusion is very

limited; if there is any misunderstanding, it can be quickly resolved by
asking questions. If the receiver believes the communication is
indefinite, he will get an immediate explanation.
Flexibility:
Oral communication has the advantage of being more versatile than

any other mode of communication. Depending on the circumstances,
this communication can easily be changed.
Direct exchange of message:
Information is exchanged directly between the sender and receiver in

oral communication, which may take the form of a face-to-face
conversation, a telephonic conversation, a meeting, a conference, or an
interview. This communication's speech must be practical and relevant
to the subject matter. Speeches that are irrelevant or pointless should
be avoided.
Media used:
Oral communication can take many forms. A face-to-face conversation,

a telephonic conversation, a meeting, a conference, an interview, and
so on are all examples of oral communication.
Protection of the message:
Oral communication involves exchanging information through spoken

words. As a result, if the information exchanged through it is not
recorded on a cassette or compact disc, it will be lost. Another
requirement for effective communication is that the message is free of
all types of errors.
Suitability:
It is very helpful to communicate with illiterate people when spoken

words are used in oral communication. Written or other forms of
communication messages cannot be corrected immediately, but in this
case, it can be done in a matter of seconds.
Minimum time and cost:
When compared to written media, communicating information via

oral media takes less time and less money. This communication aids in
the speeding up of work. When time is limited, it is advantageous to
use oral communication methods such as unexpected meetings, verbal
orders, and even mechanical devices such as telephones can be
beneficial. It saves time and money because it eliminates the need for
message drafting, writing, or editing. It takes less time to communicate
verbally than it does to communicate verbally.
Instant feedback:
Oral communication allows the receiver to provide immediate

feedback to the sender on the message he has received. In the case of
oral communication, immediate feedback is possible. He may make
adjustments as a result of assessing the receiver's attitude and
response.
Changeability:
Another advantage of oral communication is that it can be changed

quickly if necessary. Before speaking orally, the speaker should make

sure that the subject matter of the communication is properly
organized.
Degree of formality:
Even though oral communication takes place in a formal setting, it still

reaps the benefits of informal communication. Communication is
effective when it is brief yet informative. Communication is more
productive when there are no errors in speech.
Possibility of distortion:
This communication takes place through the use of spoken words. As

spoken words cannot be recorded, it is easy to misinterpret the
information knowingly or unknowingly. The receiver's position,
consciousness, educational skill, and aspiration should all be included
in the communication. That is, the speaker must be addressing the
receiver.
Advantages of Oral Communication
• Because oral communication is interpersonal, it has a greater

amount of understanding and openness.
• Oral communication does not have any rigidity. There is

flexibility in permitting modifications to previously made
decisions.
• In the case of oral communication, feedback is completely

spontaneous. As a result, decisions can be made easily and
without hesitation.
• Not only does oral communication save time, but it really saves
a lot of effort and resources.
• When it comes to problem-solving, oral communication is the

most effective. Conflicts, lawsuits, and a variety of other
issues/differences can all be resolved by talking to them.
• Oral communication is paramount for teamwork and group

motivation.
• People in an organization benefited mostly from oral

communication because it fosters a positive attitude.
• The best way to transfer private and confidential

information/matter is through oral communication.
Disadvantages/Limitations of Oral Communication
• Business communication is formal and well-organized, so

relying solely on oral communication may not be adequate.
• As oral communication seems to be more informal and less

organized than written communication, it will be less
authentic.
• In daily interactions, oral communication saves time; however,

in meetings, long speeches take up a lot of time and can be
ineffective at times.
• Oral communications are difficult to maintain and thus

unreliable.
• As the information is incomplete and may be missing basic

concepts, there may be misunderstandings.
• It necessarily requires the receivers'/audience's full attention

and willingness to listen.
• Except in investigative work, oral communication (such as

speeches) is rarely used as legal record.
Non-Verbal Communication
Nonverbal communication contributes to a significant part of our

communication. Every day, we respond to hundreds of nonverbal cues

and behaviors, such as postures, facial expressions, eye gaze, gestures,
and voice tone, according to experts. Nonverbal cues expose who we
are and influence how we interact with others, from handshakes to
outfits.
You've also had several instances where words were confused or the
interpretation of words was vague. It's much more difficult to
understand anything in nonverbal communication. While we can often
infer what people are saying from their nonverbal communication,
there is no foolproof “dictionary” for interpreting nonverbal messages.
When we say 'communication,' we usually mean 'what we say,' or the

words we use. Interpersonal communication, on the other hand, is
much more than the literal meaning of words and the information or
message they convey. It also includes nonverbal behaviours that
convey implicit messages, whether they are intentional or not.
Facial expressions, voice tone and pitch, body language gestures

(kinesics), and physical distance between communicators are all
examples of nonverbal communication (proxemics).
Definitions
According to L. C. Bove and others, “Non-verbal communication is

communication that takes place through non-verbal cues: through
such form of non-verbal communication as gesture, eye contact, facial
expression, clothing and space; and through the non-verbal vocal
communication known as Para-language.”
According to Lesikar and Pettit, “Nonverbal communication means all

communication that occurs without words (body movements, space,
time, touch, voice patterns, color, layout, design of surroundings.)”
According to Himstreet and Baty, “Non-verbal communication

includes any communication occurring without the use of words.”
Characteristics of Non-verbal communication
There is no use of words:
Nonverbal communication, unlike oral or written communication,

occurs without the use of words or language. It communicates with
others through gestures, facial expressions, eye contact, physical
proximity, and touching, among other things.
Culturally determined:
Nonverbal communication is learned at an early age and is passed

down to you by your parents and those with whom you interact. You
accept the taints and mannerisms of your cultural group as a result of
growing up in a particular society.
Diverse meaning:
Nonverbal signs and symbols may have a wide range of meanings.

Also, in nonverbal communication, cross-cultural factors give different
meanings to the same expression.
Vague and imprecise:
Nonverbal communication is uncertain and ambiguous. Because no

words or language are used in this communication to convey its real
understanding to the receiver.
Clash with the verbal message:
People can convey a verbal message and then directly address it with
nonverbal communication because nonverbal communication is so
deeply embedded, so unconscious.
Mostly unconscious:
Nonverbal communication is unintentional in the sense that it is rarely

scheduled or practiced. It appears almost instantly.
Shows feelings and attitudes:
The way you use your eyes, your facial expressions, gestures, and
body movements all convey your thoughts and emotions to others.
Informality:
Non-verbal communication does not follow any rules, formality, or

structure like other communication. In most cases people
unconsciously and habitually engaged in non-verbal communication
by moving the various parts of the body.
Nonverbal communication is not governed by the same rules,

formalities, or structures as other forms of communication. The
majority of the time, people engage in nonverbal communication by
moving different parts of their bodies unconsciously and habitually.
Types of Nonverbal Communication
• Eye contact
• Facial expressions
• Gestures
• Posture and body orientation
• Body Language
• Space and Distance
• Proximity
• Para-linguistic
• Humor
• Touch
• Silence
• Personal Appearance
• Symbol
Eye contact
Eye contact, which is an essential channel of interpersonal

communication, aids in the regulation of communication flow. It also
indicates that you are interested in others. Additionally, making eye
contact with the listener improves the speaker's credibility. Eye contact
opens the lines of communication and conveys curiosity, concern,
warmth, and integrity to others.
Facial expressions
A person's face is a powerful communicator. The face is often referred

to as the "index of the mind." It communicates joy, affection, curiosity,
sorrow, anger, irritation, confusion, excitement, fear, hate, surprise,
and uncertainty, among other emotions and feelings. It is indicated
through Mouth (open, wide, or closed), eyelids (raised or lowered),
nose (wrinkled or relaxed), cheeks (drawn up or back), and forehead
indicate facial expressions (lowered or raised). Eyes are particularly
successful in showing focus and interest in the facial region. Facial
gestures, on the other hand, are interpreted differently in different
cultures.
Smiling is a strong trigger that sends the message:
• "I'm happy"
• The ability to be friendly
• The feeling of being warm
• Affiliation
• Liking
As a result, smiling often can make you appear more likable, engaging,
humid, and approachable.
Gestures
You can be viewed as dull, rigid, and un-animated if you don't make
any gestures when speaking.
A vibrant and animated teaching style holds students' attention, makes

the content more interesting, encourages learning, and adds a little fun
to the classroom.
Head nods, which are a type of gesture, convey positive feedback to

students while also indicating that you are paying attention.
Arms, legs, hands, and head motions are all examples of gestures.
Gesture, according to some scholars, is a deliberate body movement
that expresses precise and conscious meaning.
For example,
A wave of the hand has a particular meaning- “hello” or “good-bye”; a

circle formed by the forefinger and thumb has the meaning “ok.”
Similarly, to facial expressions, different cultures have different

meanings of such gestures.
Rising one's thumb, for example, is used in Europe to indicate that

someone has done something admirable, while in Bangladesh, the
same gesture denotes something stupid.
Posture and body orientation
The way you walk, chat, stand, and sit sends out a lot of messages.
People will perceive you as approachable, receptive, and welcoming if
you stand upright but not rigid and lean slightly forward.
Avoid speaking with your back or staring at the floor or ceiling; it

communicates disinterest to others.
Body Language
Another well-known method of nonverbal communication is body

language. Meanings and signals can be conveyed by body gestures.
Unconscious gestures and actively directed movements are two types
of body language.
For example,
When an individual is bored, he might look around the room rather

than look at the speaker, or he might move around a lot.
When nervous, a person can bite his nails or mash his hair. These are
normally unintentional. Leaning forward toward the speaker to show
interest, on the other hand, is an example of conscious body
movement.
Space and Distance
In the case of organizational communication, space and distance are

important nonverbal methods.
A person's status in the organization hierarchy is indicated by a

spacious and well-decorated space, and external visitors receive a
message about his importance and authority simply by entering his
room.
Another means of communication is distance, which conveys the level

of familiarity and individual acceptance.
Proximity
Interaction with students should be held at a safe distance according to

cultural norms.
You should be on the lookout for signs of dissatisfaction caused by

disrupting students' personal space. Here are a few examples:
• Spinning
• Tapping
• Leg swinging etc.,
Space disruption is usually not an issue in large classes because move

around the classroom to maximize contact with the people who are
listening.
When you get closer (i.e., increasing proximity) you'll be able to make
more eye contact and give listeners more chances to speak up.
Para- Linguistic
This aspect of nonverbal communication involves vocal components

such as:
• Tone
• Pitch
• Rhythm
• Timbre
• Loudness
• Inflection
Learn to vary these six elements of your voice for optimum teaching
effectiveness.
One of the most common complaints is that instructors talk in a

monotone in that case these instructors are perceived as repetitive,
boring, and dull by their audience.
When listening to teachers who have not learned to modulate their

voices, students complain that they learn less and lose interest more
easily.
Humor
Humor is often demoted as a teaching tool, and it is frequently

promoted in college classrooms. Both the teacher and the student
benefit from laughter because it relieves stress and tension.
You should learn to laugh at yourself and inspire your students to do

so as well. It creates a welcoming atmosphere that encourages
learning.
While having sufficient knowledge of the subject matter is critical to

your success, it is not the only factor.
Strong nonverbal and verbal skills are needed to create a learning and
retention-friendly environment.
Touch
It is a commonly used method of non-verbal communication.
One can convey a wide range of emotions through touch. The

appropriate modes of touch, on the other hand, differ depending on
the person's gender, age, relative status, familiarity, and cultural
context.
In our culture, for example, when someone touches you from the back
of the exam room, you assume he needs to know something.
Silence
Silence is an important communication mechanism. It can have either

a positive or negative connotation.
Silence in a classroom means that students are paying attention and

listening carefully. Similarly, silence may be used to express a lack of
interest or an inability to comprehend.
Silence, for example, may mean that the individual receiving the
instruction does not understand the action that is needed, or it can also
imply approval.
Personal Appearance
Nonverbal communication is often influenced by one's appearance.

Attire, hair, jewelry, cosmetics, belt buckles, and other accessories all
contribute to one's overall appearance.
The significance or interest an individual attaches to an event is

determined by their appearance. A student, a doctor, a lawyer, a police
officer, and so on can all be identified by their uniform.
In the workplace, one's attire is monitored to see if it meets defined

standards of appearance. Staff, for example, can dress differently when
they are on strike than when they are working.
Symbol
A symbol is a representation of an idea, a physical entity, or a

mechanism that is separate from it. A symbol's function is to convey
information.
For example, in signal red color might be a sign for "stop."
A campsite could be represented by a tent on a map. Numbers are

represented by numerals. Individuals are represented by their names,
which are identifiers. A red rose is a sign of love and affection.
1.4. Other types of communication
Mass communication
The term "mass communication" refers to the delivery of a message to

a large number of people through a mass medium such as radio,
television, or newspaper. Mass Communication's receivers are
scattered, heterogeneous, and unknown to each other as well as to the
communicator. In this form of communication, the feedback process is
usually lethargic and delayed.
It is a method of disseminating knowledge throughout different media

across physical and geographical boundaries. Mass communication
has always been a part of the human world, from folk songs, dances,
and theatres to radio, video games, and social media. The reach and
scope of mass media have vigorously grown with the passage of time
and the endless advancement of communication technologies.
Types of Mass communication
Source: https://leverageedu.com/blog/pu/types-of-mass-communication/
Intrapersonal communication
Intrapersonal communication is when a person communicates with

himself or herself. Intrapersonal communication includes things like
talking to yourself and preparing or worrying about your study
schedule for an exam, among other things.
Interpersonal communication
It is the process of two or a small number of people communicating

with each other. Interpersonal communication is often conducted in a
face-to-face environment, and both the communicator and the
recipient are familiar with one another.
Difference between verbal and non-verbal communication:
Consider yourself in a business meeting where a colleague is giving a

presentation. She is lively and makes frequent use of her hands to
convey information. What do you concentrate on? Obviously, you pay
close attention to her words to ensure that you grasp what she's
saying.
That's not all, however. You're probably also paying attention to her
body language as she speaks, including her posture, gestures, and
facial expressions.
Many people believe that communication is solely based on the

spoken word. However, oral communication isn't the only way to
communicate. Nonverbal communication is just as vital as verbal
communication. We use both verbal and nonverbal communication to
communicate our thoughts, ideas and plans to others. Humans have
been digesting and developing the skill of verbal and non-verbal
communication for thousands of years.
Nonverbal communication includes unstated things like eye

movement, body language, and tone, whereas verbal communication
entails getting your message across using sounds, words, and
languages. Consider this: a lie can be detected in the eye, anxiousness
may be detected in the hands or legs, and happiness can be deduced
from the tone with which someone speaks. When you're talking to
someone face to face, you're more likely to employ both verbal and
nonverbal communication.
The majority of people employ both verbal and nonverbal

communication daily. Consider the last time you had a conversation
with someone. What was said out loud and what was communicated
through nonverbal cues? At least one significant example of verbal and
nonverbal communication will come to mind.
Take the following distinctions between verbal and nonverbal

communication:
Particulars Verbal Non-verbal

Communication communication
Meaning Verbal Non-verbal

communication is communication is
defined as defined as
communication in communication
which the sender between a sender and
utilizes words to a receiver that takes
convey a message to place through the use
the receiver. of signs.
Medium of Language, words, Body language, facial

communication sentences, and voice expressions, tone, and
are used as the means pauses in speaking
of communication in are all mediums of
verbal nonverbal
communication. communication.
Channels of The human voice, Nonverbal

communication which speaks one communication
word at a time, is the employs a variety of
only channel of channels, including
communication used the use of your
in verbal complete body, facial
conversation. expressions, and
voice tone.
Documentary Yes, in the event of No

Evidence written
communication.
Structured Highly structured Lack in formal

structure
Understanding level Easy to understand Difficult to

understand
Falsification of Less possibility High possibility

information
Consistency It is more consistent Lack of consistency is

in nature the main feature of
non-verbal
communication
Advantage The message is easily Helpful in

understandable, and understanding the
rapid feedback is sender's emotions,
possible. status, lifestyle, and
feelings.
Conclusion
It's extremely crucial to improve your communication skills in today's

fast-paced world, whether you want to be a valued employee, a
successful businessperson, a great speaker, or a respected influencer.
******
CHAPTER – 3
BENEFITS AND BARRIERS TO EFFECTIVE
COMMUNICATION
Introduction
For today's managers, effective communication is critical to their

success at work and in their personal lives. In all facets of their lives,
leaders who know how to communicate effectively with those around
them will witness increased productivity and improved relationships.
Knowing how to listen attentively is essential for effective

communication. It's the ability to respond with empathy, openness,
and constructive comments based on what you've heard. In addition,
as a manager, a friendly manner, confidence, and effective nonverbal
communication will aid you in developing positive relationships with
your team members.
Let's look at some of the advantages of excellent communication that

you'll notice both inside and outside the business if you invest the time
to develop these skills.
1. Benefits of effective communication
1. Building trust
Communication that is clear and concise fosters faith in others. Others

will trust you to make the best choices for everyone in the community
because of your willingness to listen attentively and embrace diverse
points of view. This confidence will spread to your team as you act as
a role model, and they will feel confident in their teammates' ability to
carry out their duties and responsibilities.
2. Preventing and addressing issues
The ability to communicate efficiently is critical in managing disputes

and avoiding future conflicts. The trick is to keep your cool, make sure
both parties are heard, and come up with a compromise that works for
everyone.
3. Providing guidance and clarification
You will set specific goals and targets for your team if you have good
communication skills. This entails identifying positive ways to point
out when something isn't working and getting constructive input to
help people get back on track. They would be aware of their own roles
and duties, as well as those of their teammates, reducing the likelihood
of disagreements and misunderstandings.
4. Improves interpersonal relationships
Good communication also strengthens relationships, both with

coworkers and with friends and family members in your personal life.
People feel heard and understood when they are given quality input
and are given time to listen carefully. As a result, mutual respect
grows.
5. It boosts participation.
People become more involved in their job as a whole when they feel
more secure in their work and understand what they need to do. You
will increase commitment and therefore happiness among your team
members by prioritizing effective communication.
6. Enhances performance
Team members will concentrate more on their jobs and less on

organizational problems when they understand their responsibilities,
the roles of others, and your expectations. Conflicts are easily resolved,
workers can better control their workload, and disruptions are
reduced with good communication. These advantages help you and

your teamwork more efficiently.
7. Encourages teamwork.
Team members will be able to rely on each other more with enhanced
communication. You won't make someone on your team feel like they
have to support the whole team. This improved division of labour
would foster positive feelings and relationships among team members,
resulting in higher morale and better work experiences.
2. Barriers to effective communication
Interpersonal communication may go wrong for a variety of reasons.

The message (what is said) might not be heard exactly as the sender
intended in many communications processes. As a result, the
communicator must receive feedback to ensure that their message is
interpreted correctly.
Communication can be hampered by a variety of obstacles, which can

arise at any point during the process. Since barriers may cause your
message to be distorted, wasting time and/or money by creating
ambiguity and misunderstanding.
Barriers can be found in the sender, the message transmission, the

recipient, and the input.
The following are some of the different communication barriers:
• Linguistic Barriers
• Psychological Barriers
• Emotional Barriers
• Physical Barriers to Communication
• Cultural Barriers of Communication

• Organizational Structure Barriers
• Attitude Barriers
• Perception Barriers
• Physiological Barriers
• Technological Barriers & Socio-religious Barriers
Linguistic Barriers
One of the most important barriers to successful communication is the

language barrier. The most widely used means of communication is
language. One of the barriers to successful communication is the fact
that each major region has its own language. Even a thick dialect may
often make communication ineffective.
Different workers will have different linguistic skills even though they
work in the same office. As a result, this will affect the communication
channels that run in the company.
As a result, various decisions should be taken for different workers to

overcome this obstacle. Some of them are fluent in a specific language,
while others would be able to communicate in these languages.
Psychological Barriers
There are a variety of behavioural and psychological disorders that can

prevent people from communicating effectively. Some people suffer
from nervousness, shyness, speech problems, phobias, depression, and
other issues. Both of these circumstances can be difficult to handle at
times and will ultimately limit communication.
Emotional Barriers
The ease and comfort with which a person can communicate are
determined by their emotional IQ. Communication would be easier for
someone who is emotionally mature. People who allow their emotions
to control them, on the other hand, will face difficulties.
For effective communication, a perfect blend of emotions and facts is

needed. Anger, frustration, annoyance, and humor are all emotions
that can affect a person's decision-making abilities, limiting their
ability to communicate effectively.
Physical Communication Barriers
They are perhaps the most prominent hindrances to successful

communication. In general, at least, these barriers are relatively easy to
remove. Noise, closed doors, unreliable communication devices,
closed cabins, and other obstacles are among them. Physical separation
between different workers, combined with defective equipment, may
often create severe barriers to effective communication in a large office.
Communication Barriers Due to Cultural Differences
As the world becomes more globalized, every large office will have
employees from all over the globe. Several fundamental values of
society have different meanings in different cultures. From one culture
to the next, clothing, religions (or lack thereof), food, drinks, pets, and
general behavior can differ dramatically.
As a result, we must consider these various cultures when

communicating. This is what we mean when we say that something is
culturally acceptable. During the orientation stages of many
multinational corporations, special courses are given to teach people
about other cultures and how to be polite and respectful of others.
Barriers in the Organizational Structure
At the organisational level, as we've seen, there are a variety of

communication strategies. Each of these approaches has its own set of
issues and limitations that can act as roadblocks to successful
communication. The majority of these roadblocks are caused by
misinformation or a lack of sufficient transparency for employees.
Barriers to Attitude
Some people want to be left alone. They are introverts or people who
are socially awkward. Others prefer to be social or clingy at times!
Both of these scenarios have the potential to create a communication
barrier. Some people have problems with their attitudes, such as a
large ego and inconsiderate behaviour.
These workers will put a lot of pressure on the communication

networks in which they work. Certain personality characteristics, such
as shyness, rage, and social anxiety, can be overcome with the right
courses and training. Problems such as egocentrism and selfishness, on
the other hand, may not be overcome.
Barriers to Perception
The same thing is perceived differently by different people. This is a

fact that must be taken into account during the communication
process. Effective communication requires an understanding of the
audience's awareness levels. All messages or communications must be
simple and direct. There should be no place for a diverse collection of
interpretations.
Physiological Obstacles
Certain illnesses, diseases, or other disabilities can often obstruct

efficient communication between an organization's various networks.
Physiological obstacles to successful communication include harshness
of speech, learning disabilities, and others. These aren't critical,
though, since they can be easily cared for and eliminated.
Technological and socio-religious barriers
Other hurdles include technical ones. Technology advances at a rapid

pace, making it impossible to keep up with the latest developments.
As a result, technical advancement may often become an obstacle.

Furthermore, the cost of technology can be very high at times.
The majority of businesses would be unable to afford adequate

communication technology. As a result, this becomes a critical
stumbling block.
Socio-religious obstacles are another impediment. A woman or a

transgender person can face many difficulties and barriers when
interacting in a patriarchal society.
Individuals' lack of understanding or awareness about other religions

and belief systems is one of the most significant communication
barriers arising from religion. These beliefs, or the lack thereof, may
affect how people interact with one another.
Overcoming communication barriers
All of us are confronted with several communication barriers these

days. The message intended by the sender is not interpreted in the
same terms and context by the recipient, resulting in communication
breakdown. To ensure smooth and efficient communication, it is
critical to deal with and overcome these communication barriers.
The following are some ways to overcome communication barriers.
Eliminating perception differences:
The company should make assured that it is hiring the best people for
the job. The interviewer must ensure that the interviewee is fluent in
both written and spoken English. There should be a proper induction
program in place so that all workers are aware of the company's
policies. For required employees, proper training should be given (e.g.:
Voice and Accent training).
Use of Simple Language:
It is important to stress the use of simple and descriptive words. It is

best to avoid using ambiguous terms and jargon.
Noise reduction and elimination:
Noise is the primary contact obstacle that must be solved first and
foremost. It's important to pinpoint the source of noise and then
remove it.
Active listening:
Active listening entails paying attention and paying close attention to

what is being said. There is a distinction to be made between
"listening" and "hearing." Active listening entails interpreting and
comprehending the meaning that is being conveyed. By asking
questions, the speaker will determine if the receiver understands his or
her message in the same terms as the speaker intended.
Emotional State:
Body language can be used effectively during the conversation. He or

she should not display emotion when communicating because the
recipient will misunderstand the message. For example, if the
message's sender is in a bad mood, the recipient will believe that the
information being delivered is bad.
Organizational structure should be simple:
The organisational structure should be simple. The number of levels in

a hierarchical structure should be kept to a minimum. Communication
would be more efficient if the organisational structure is kept simple.
To avoid information overload:
To ensure this, managers must be able to prioritize their tasks. They

should not put too much pressure on themselves. They should devote
quality time to their subordinates and regularly listen to their concerns
and suggestions.
Give Positive Feedback:
Give positive feedback instead of negative feedback. Although the

feedback can be negative in nature, it should be conveyed positively.
Successful contact between the superior and the subordinate would
result from constructive feedback.
Proper Media Selection:
Managers must choose the appropriate communication medium.

Simple messages, such as face-to-face interactions or meetings, should
be delivered orally. For transmitting complex messages, the use of
written correspondence should be encouraged. Memos, Notices, and
other written forms of correspondence may be used to send reminders
for important messages.
Flexibility in achieving goals:
Managers should ensure that individuals are reaching their goals on

time without missing the structured channels of communication to
ensure efficient communication in an organization. Employees should
not be placed under a lot of pressure to achieve their goals.
******
UNIT - II
CHAPTER – 1
NEED FOR BUSINESS COMMUNICATION
Introduction
Neither the transmission of a message nor the message itself

constitutes communication. It is a mutual exchange of information that
begins with the recipient. In business, efficient communication is
essential. The importance of communication in management cannot be
understated. Without efficient communication, management's
essential functions like planning, organizing, staffing, directing, and
controlling cannot be accomplished well. The purpose of business
communication is to achieve a specific outcome. A company's rules,
laws, and policies must be conveyed to both internal and external
stakeholders. Certain principles and norms govern business
communication. Business communication in past used to be limited to
paperwork, phone calls, and other forms of communication. Now, cell
phones, video conferencing, emails, and satellite communication are
available to facilitate business communication, thanks to technological
advancements. Effective corporate communication contributes to an
organization's goodwill.
Business communication skills are essential for any organization's

success, regardless of its size, location, or objective. Business
communication is intertwined with an organization's internal culture
and public image. As a result, it is the deciding factor in internal
communication. Good business communication methods help an
organization achieve its goals of informing, persuading, building
positive relationships, and increasing organizational goodwill.
Organizations can only thrive if they accept the continuously changing
global issues and structure and deliver communication processes.
Because today's workforce is dynamic, communicating is difficult

when done against the framework of culture, technology, and
competition. Any company's success is heavily reliant on efficient and
effective communication. It occurs between business entities, in
markets and market places, within organizations, and between various
groups of employees, including owners and employees, buyers and
sellers, service providers and customers, salespeople and prospects,
and people within the organization and members of the press. All of
this communication has an impact on the company. When done
correctly, this type of communication can help to advance corporate
goals. Otherwise, it will polish a negative picture of the company and
may harm its business interests. Communication is the heart of any
company, and its primary goal is to inspire action via change. The key
issue in any organization is maintaining an effective communication
mechanism. Poor communication is usually the outcome of a
management problem. Because orders are misinterpreted, serious
blunders are created.
The fundamental communication issue is that the message that is

perceived may not be the same as the meaning that the other intended
to express. It's important to remember that the speaker and the listener
are two unique people with their limits, and a variety of things can
cause the message they exchange to be corrupted. Internal
communication occurs when employees within a company
communicate with one another. They do so to function as a team and
achieve common objectives. It could be formal or informal. Face-to-
face and written communication are two types of internal
communication. Memos, reports, office orders, circulars, faxes, video
conferencing, meetings, and other forms of internal communication
are examples. External communication occurs when people within an
organization communicate with persons outside the organization.
External communication can include clients or consumers, dealers or
distributors, the media, the government, the general public, and so on.
Some scientists believe that for successful communication to occur,

two things must be kept in mind; the first is that everyone has his/her
ideas and perceptions and these must be respected. The second is the
idea of closure; that every conversation needs closure. Tucker states
that you need to keep in mind that each person comes to the
conversation table with his or her perception of what happened, what
exists, or how to do something. However, it is important to
communicate until you get ―closure on the conversation. Closure
means you and the other person have discussed all of the issues and,
while the person may not agree, he or she has listened to you in a non-
threatening, non-defensive environment and heard what you had to
say. This concept is incredibly important to remember in the corporate
environment. Companies are made up of various types of employees
and managers, each with their personalities and viewpoints. Therefore,
it is important to remember to respect everyone ‘s opinions no matter
how different they may be. Also, the notion of closure in a
conversation is essential because leaving a conversation up in the air
or even with hostility can often result in damaging or breaking
business relationships. Good communication is necessary for
businesses to run successfully and smoothly.14
1. Features of business communication
Business communication has distinct qualities that distinguish it from

other types of communication. To be considered business
14 Radovic Markovic, M., & Salamzadeh, A. (2018). The importance of

communication in business management. In Radovic Markovic, M., &
Salamzadeh, A.(2018). The Importance of Communication in Business Management,
The 7th International Scientific Conference on Employment, Education and
Entrepreneurship, Belgrade, Serbia.
communication, a message must include the following elements:
• Factual
• Practical
• Clear and brief
• Persuasive
• Target oriented
Factual message
All business activities rely on factual communication to network,

mingle, work, and so on. In most cases, a corporate message consists of
data and figures rather than an overall message. In business
communication, important dates, places, and times should be
explicitly stated.
Practical
Effective corporate communication focuses on the practical aspects of

the information, such as why, how, and when. To save time, it avoids
impractical, fake, irrelevant, or repeated information. It gives the
recipient valuable information.
Clear and brief
Simple, clear, brief, and unambiguous language should be utilized in

business communications. Charts, photos, diagrams, and other visual
aids are sometimes used to condense or explain information.
Persuasive
Persuasion is a common feature in business communication. It

persuades an employee to carry out his or her responsibilities, a
customer to purchase a product or service, and so on. The basic
features listed above are related to the communication's message or
information.
It allows a persuader to portray his point of view through the

perspective of the receiver and persuade the receiver to act in a
particular way. Internal management inside a business can benefit
from persuasion.
Target oriented
Business communication should have a defined goal and need to be

well-planned to achieve these goals.
2. Need for business communication
The process of communicating information between persons inside

and outside an organization is known as business communication.
Employees and management communicate effectively to achieve
organizational goals through effective business communication. Its
goal is to improve organizational practices and help to reduce errors.
The quality of organizational reputation is essential to a company's
success. As a result, business communication is viewed as vital. The
importance of business communication is discussed in the following
paragraphs:
1. Exchanging information:
Communication is primarily defined as the exchange of information

between two or more parties. Organizations communicate information
with both internal and external parties via communication. The
communication further adds energy to organizational activities and
aids in the achievement of objectives.
2. Plan and policy development:
Communication aids in the development of organizational plans and

policies. Adequate and relevant information is required for realistic
plans and policies. Through communication, the managers gather the
necessary information from credible sources.
3. Plan and policy execution:
Managers must distribute plans and policies throughout the

organization for them to be implemented on time. Managers rely on
communication to distribute plans and policies to internal and external
stakeholders.
4. Improving employee productivity:
Employee efficiency can also be improved through communication.

Organizational objectives, plans, policies, rules, directions, and other
complex things are explained to employees through communication,
which broadens their knowledge and so helps them be more efficient.
5. Achieving objectives:
Good communication encourages employees at all levels to be aware

and attentive. It guarantees that jobs are completed on schedule and
those goals are easily met.
6. Problem-solving:
Managers can be alerted of various common, routine, and non-routine

problems in the organization through various communication
channels, and they can then take the appropriate actions to resolve the
problems.
7. Making decisions:
Making timely decisions necessitates the use of current data. Managers

can get information from various sources and make the best decisions
by using good communication.
8. Improving industrial relations:
In the workplace, industrial relations refer to the relationship between

management and staff. For business success, good industrial relations
are always desired. Communication is crucial in establishing and

sustaining positive working relationships.
9. Promotion of goods and services:
In today's world, business has become more competitive. Almost

every competing firm creates products for everyday use. However,
they cannot all sell at the same pace. A company that can communicate
well may also sell effectively.
10. Resolving controversies:
Good communication provides for a smooth transition among the

various stakeholders in a negotiation or transaction. Also eventually
result in quick settlement of conflicts, arguments, and disagreements if
any.
11. Improving employee satisfaction:
A free and open flow of information in the workplace would almost

surely result in mutual understanding between management and
employees. Employee satisfaction rises as a result of this basic
understanding.
12. Increasing loyalty:
Proper communication allows supervisors to have been aware of their

subordinates' performance and achievements. Subordinates try to
demonstrate their great performance in such a situation. Employee
loyalty will be enhanced if management appreciates their performance
later.
3. Principles of communication/ 7C’s of communication
The 7 C's of Communication is a checklist that aids in the development

of professional communication skills and increases the likelihood that
the message will be received exactly as intended.
The following 7 C's of communication should be kept in mind for

effective communication:
1.Clarity
Clarity of thoughts and expression
Any message from your communication should be clear so that the

recipient does not have to make assumptions and return to you for
further information. When the sender is clear about the intent of
communication then the receiver will be certain about it. There should
be clarity in terms of thought and expression, if not more time will be
wasted on checking only. The communication should focus on a single
aim at a time and not encompass multiple concepts in a single line. As
a result, the reader's attention will be diluted.
Clarity of thoughts can be achieved by ensuring careful consideration

of the
• objective
• content, and
• medium of communication.
Clarity of expression can be achieved by
• Using simple words rather than complex
• Using single words for long phrases
• Using verbs instead of nouns
• Avoiding double entry
• Using concrete expressions
• Prefer active construction of messages which is direct
• Avoiding jargon
• Avoiding ambiguity
Take a look at the email conversation below for an example of poor

communication skills.
Poor example:
Dear Ashok,
I would like to talk to you about the new client’s project which the
engineering team had discussed yesterday. I might need the help of
Peter from your team.
Regards,
Kashish
This email comes with tons of errors. Ashok could be completely

unaware of who the new client is or what the job entails. He was most
likely absent from the engineering team's meeting. Furthermore,
Ashok's large team could have more than one Peter. Kashish also
indicates that he wants to converse. He hasn't specified a time for the
conversation, nor has he asked Ashok whether he is available during
any of the available times.
Here's how you could make this email more understandable.
Good example:
Dear Ashok,
As you may know, we have signed up XYZ as our new client. I had a
meeting with the engineering team yesterday and had discussed the
campaign requirements for this project. Peter Thomas from your team
did a great job with the ABC social media campaign last time,
therefore I'd want him to work on the XYZ campaign as well. Would
you be available sometime tomorrow to discuss this further?
Regards
Kashish
This email contains all of the information Ashok requires. He can be

fully prepared for the meeting, as well as check on Peter's availability
and provide an answer to Kashish when they meet the next day — at
whichever time both men are free.
2. Correct
The message must be correct, i.e., it must be written in proper English,

and the sender must ensure that there are no grammatical or spelling
errors. Furthermore, the message must be precise and timely. Correct
messages have a higher impact on the receiver, while the sender's
morale improves as a result of the accurate message. Furthermore, you
must check that the reader has the necessary expertise and education
to understand the technical phrases you use in your communication.
Correctness implies
• Giving correct facts
• At an appropriate time
• In a suitable style
Bad example:
Dear Danial,
Further to our conservation today, I am attaching the plan for the first
stage of the project. Hope the one weak deadline is okay with you and
your team.
Regards
Smith.
This e-mail contained two obvious spelling problems. The word

‘conversation' was misspelled as ‘conservation,' while the word ‘week'
was misspelled as ‘weak.' Even if these are small infractions, they have
the potential to damage your professional reputation as well as the

brand image of the organization you represent. As a result, it's
important to double-check all of your spellings and prefixes before
sending an email, especially if it's to a client or vendor outside of your
firm.
3. Complete
The message should be full, which means it should contain all of the
necessary information for the intended audience. The full information
answers all of the recipients' queries and assists the recipient in
making better decisions. Iterations, a lot of back-and-forths, and a
waste of time and effort on both ends are all consequences of
incomplete messages.
To have complete information one must ensure the following,
• to check if you have answered all the questions
• to check for 5 W questions- who, what, where, when, and why.
Here's an example of a message that's not complete.
Bad example:
Hi all,
Let us meet tomorrow to discuss the product launch event. Please be

there on time.
Thanks
Albert
There is no mention of the meeting's time or place, nor is there a

predetermined agenda. The recipient of the mail might have to call or
write back to Albert to clarify.
Good example:
This message should have been written in the following manner:
Hi all,
Let us meet tomorrow at 11 am in Conference room 3 to discuss the

product launch event. We will have to decide on the keynote speakers
and complete the event invite draft tomorrow. Please be there on time.
Thanks
Chris
4. Concrete
The communication should be concrete, which implies that the

message should be clear and concise, leaving no space for
misunderstanding. To validate whatever the sender is saying, all facts
and numbers should be explicitly stated in a message. Concreteness is
a feature that should be highlighted, particularly during marketing or
advertising initiatives. There must be elements that excite the
audience's interest rather than bore them.
It implies the communicated message must be specific and not vague.
Bad example:
“TigerPaw Resort is the best resort. Do come to us on your next

holiday”
This is a strange advertisement message. It's designed to sound like

one of a hundred other resort advertisements. This commercial
message will be forgotten by the audience. There are no specifics in
this message to take away.
Good example:
“The jewel of the western hills is Hilltop Resort. Take a break from
your work. Get away from the chaos and stress of everyday life.
Hilltop is a great place to unwind and rejuvenate. Return refreshed
and revitalized!”
This message allows you to visualize certain details. Instead of

slogging away at his or her work, the reader might imagine himself or
herself in a lovely resort, breathing fresh air and swimming in a pool.
That is a clear message that has been given to the audience.
5. Concise
The message should be simple and direct. The sender should avoid
using long sentences and strive to deliver the message in as few words
as feasible. The concise message is more informative and aids in the
retention of the recipient's attention. Also, avoid using filler like ‘I
mean,' ‘sort of,' ‘for instance,' ‘basically,' and so on. Your message must
be precise, to the point, and short.
The following simple rules will help to achieve conciseness in the

message are,
• Add only relevant facts
• No repetition in the message
• Avoiding overused expression
• Proper organization of the message
Bad example:
Hi Shamili,
I think we need to talk about the CSR campaign, I mean the one which
we need to do as a quarterly exercise. I think it is a great way of
enhancing our brand image. It would just be a visit to an orphanage
but we can sort of do other things too. For instance, we could take the
kids out for a short trip to a nearby park or zoo. Let us sit and talk
tomorrow.
Regards
Vaishali
The email is full of fillers and long words, wherein she could have
closed the email in just two sentences.
Good example:
Hi Shamili,
I need to talk to you about the quarterly CSR campaign. Instead of

simply visiting, let's take the kids to a closeby park or zoo this time.
This will help to improve the image of our company. We'll get into
more detail tomorrow.
Regards
Vaishali
6. Consideration
To communicate effectively, the sender must consider the receiver's

opinions, knowledge, perspective, background, and other factors. To
communicate, the sender must have a relationship with and be
involved with the intended recipient.
It indicates respect and consideration for the reader's point of view.

For that,
• Adopt ‘you’ attitude in the message
• prevent bias gender-based
• positive and pleasant facts should be highlighted
• Only write what you truly believe to be true
• Make sure relevant and connectivity
Bad example:
Dear Sam,
Thanks for submitting the industry report. Finn will give you some
feedback on it. Finn also wanted to find out if you will be available for
the client meeting tomorrow. We will be discussing the budget for the
next phase of the project.
Regards
Sherlin.
The email was meant to be about the industry report that had been
submitted and the feedback for it. The meeting question had appeared
out of nowhere, and now it will divert Sam's attention away from his
priorities. Here the elements of connectivity and relevance are missing
in the message.
Good example:
Dear Sam,
Thanks for submitting the industry report. Finn will give you some
feedback on it. You will be receiving an email from him with detailed
comments.
Regards
Sherlin.
This email is solely focused on the report. As a result, Sam is aware

that his report has been seen and that she could now wait for feedback.
There are no other potential sources of distraction. The meeting
request must have been sent in a different email by considering his
interest, active participation, and other things.
7. Courteous
It suggests that the sender must consider both the receiver's feelings
and viewpoints for the message to be positive and targeted at the
intended audience. The message must be non-biased and use language
that demonstrates respect for the recipient. In a business atmosphere,
being courteous is quite important. Individuals who work together are

not necessarily friends, therefore being courteous is essential for
maintaining a strong working relationship. Individuals will be
troubled by hidden insults and harsh tones, resulting in lower morale
and productivity.
Make your message courteous because courtesy promotes courtesy.
• Answer/acknowledge the letter promptly
• Don't use any irritating/ offensive/ unpleasant expression
• Apologize sincerely for any errors
• Thank people wholeheartedly for any favors
• Use empathy in horizontal communication
• Keep upward communication quick and complete, and be

respectful but not fawning.
• Be brief, straightforward, and kind in your downward

communication.
Bad example:
Hi Antony,
I definitely don't like how your IT department ignores my team's

demands. My team is an important function in this organization too
and we have our own IT requirements. Can you assure that your team
replies to my team's demands as soon as possible?
Regards
Stalin
This email is sarcastic, judgmental, and insulting. Antony may now

give the order to his team not to answer your team's requests at all.
Instead, try this.
Good example:
Hi Antony,
I understand that the IT staff is overworked and receives requests from

every department inside the company. My team, on the other hand, is
working on a high-priority project, and I would be grateful if you
could ask your team members to respond to my team's concerns as
soon as possible and assist us in finishing this project on time. Please
let me know if you require any assistance from me.
Regards
Stalin
Antony is likely to feel valued and significant as a result of the

courteous request, and he will ask his team to assist you. The job is
completed, and everyone is pleased.
Conclusion
To summarise, collaborating with other people, whether inside your

team or across the organization, is the minimum standard in today's
workplace. As a result, communication becomes an important ability.
When you communicate effectively, you become more productive,
gain respect from your peers, and maintain a positive relationship
with your coworkers. Keep the 7 Cs of good communication in mind
to help you advance in your job.
******
CHAPTER – 2
ERRORS IN COMMUNICATION
Introduction
Making errors in communication can be embarrassing and painful. If

you send an email without verifying it beforehand and then discover
that it contains an error, you may appear careless and unprofessional.
Other communication errors, on the other hand, can have far more
devastating consequences. They can damage your reputation, irritate
clients, and even result in income loss.
Perhaps we don't say what we mean, or we misunderstand another's

words. Whatever the mistake, we can all benefit from recognizing and
transforming our communication flaws into communication abilities.
This chapter deals with major errors in communication and the pre-
requisites of good Business Communication.
1. Errors in communication
Due to various tight schedules and active professional life,

communication problems or challenges commonly occur in the
workplace. Quickly resolving communication issues prevents the
problem from worsening, impeding workflow, or spreading to other
staff. At all levels, there is a lack of communication. Choosing the right
method for delivering the message guarantees that the recipient grasps
the contents completely. Even though today's business environment
offers a wide range of communication options, challenges arise when
data is inaccurate, wrong, or outdated. Active listening, designing
communications for a specific audience, and using images/visuals to
supplement written words are some of the ways to overcome
communication barriers.
Three major errors can happen when we communicate with others.

They are
• Wrong communication
• Partial communication
• No communication
1.1. Wrong communication
Never just assume that your message has been understood!
Poor workplace communications can create conflict, frustration, and

confusion, as well as an excessively stressful climate in which
employees are not driven to be productive or inspired to collaborate.
This lack of motivation might subsequently affect how employees
interact with current and potential clients.
It might be terrible to make a communication blunder. Other

communication errors, on the other hand, can have even more harmful
impacts. They can damage your reputation, frustrate clients, and even
result in income loss.
When there is a mismatch between what is said and what is heard,

poor communication is likely to occur. In other words, the individual
to whom you're communicating misunderstands what you're saying.
Good communication, in general, is the effective exchange of

information, meaning, ideas, and emotions between individuals. When
communication is effective, the communicator can explain themselves
clearly and understandably, and the person with whom they are
communicating knows what they are trying to say.15
Causes of wrong communication
The following are some reasons for wrong communication. It includes,
15 https://www.indeed.com/hire/c/info/poor-communications
Providing too much information
When talking on the phone or in person, one of the worst indications

of bad communication is not allowing a colleague or client to speak.
As a result, essential points are missed, resulting in unsatisfactory

commercial outcomes. Being lengthy and writing too much before
getting to the main point in written communications such as emails,
letters, etc., can frustrate the receiver, waste the time, and lead
important points to be lost in the mess.
The difficulty in understanding an issue and making effective

decisions when one has too much information about that issue is
known as information overload and is generally associated with the
excessive amount of daily information.
Providing too little information
Poor communication can also be defined as not offering enough details

and information, whether in writing or verbally. This kind of
insufficient information also leads to wrong communication.
In many cases, people in the workplace require some kind of

foundation, such as making judgments and taking actions based on
information they receive from others.
Poor communication, such as stopping a phone call before the other

person has had a chance to ask questions or responding to an email
with a one-word or one-line response when more is required, are
indicators of insufficient communication.
The negative form of communication
Making negative forms while communicating with others is yet

another form of poor communication. Making negative statements that
focus solely on issues rather than solutions is another symptom of bad
communication. No business can be conducted in this manner, as all
acts are the consequence of some form of solution devised by workers.
For example, the supervisor always complains to everyone "He never

gets the job done well". These kinds of remarks impede true progress
from taking place.
Control form
It is yet another sign of poor communication. "You need to listen" or

"You should do this" are examples of phrases that begin with the word
"You" and end with a command that tells someone to do something.
The other person may feel dominated, controlled in an uncertain way,
or threatened as a result of this form of dominating communication or
passive-aggressive versions.
Using a Lot of Jargon
Idiomatic expressions used by business professionals frequently do

not translate to other languages or cultures. Same way using excessive
technical language makes reading emails, bulletins, or documents
more difficult. This style of shorthand communication makes sense in
informal team meetings, but it becomes an issue when people
misunderstand the message or lose interest. Excessive jargon should
be avoided to maintain communication nice and easy to read.
Deal With Rejection
People tend to obsess/ worry over what to say when they receive
unpleasant news. This could cause communication delays. This, in
turn, creates its own set of issues. It can be tough and unpleasant to
deal with adverse situations such as poor performance assessments,
disciplinary action, or terminated projects. Successful business
professionals communicate well and deal with the situation by
presenting facts and reasoning, rather than avoiding and putting it off,
which does not solve the problem.
Lack of defined objectives:
Expectations must be communicated to employees in a clear and

detailed manner. The goals should be measurable and easy to
evaluate. Employees can easily assess their performance and aim to
improve when they have measurable goals.
Unconfirmed understanding:
When speaking with another individual, ask questions to ensure that

they understand you completely. During a conversation, you must
double-check your understanding.
Effects of poor communication
Poor communication can have a long-term impact on productivity and

performance in the workplace. Here are a few examples of how poor
communication can negatively impact the workplace16
• Unstable work environment:
In the workplace, poor communication can lead to a lack of

predictability and consistency, creating an unsettling atmosphere.
• Low morale:
Employees may have a tougher time fulfilling expectations and

catching up when they fall behind on projects if there is inadequate
communication. They may feel guilty, embarrassed, or have low self-
esteem as a result of this. Employees must be able to maintain a good
work-life balance if there is indeed a drop in workplace morale.
• Missed deadlines:
Whenever expectations are well defined, deadlines were never missed,

projects are not postponed, and work is completed as quickly as
16 https://www.indeed.com/hire/c/info/poor-communications
feasible. Employees must know what tasks to prioritize to complete

tasks quickly.
• Workplace conflict:
When tensions are high as a result of poor communication, a conflict

between employees may develop. Good communication helps to avoid
workplace conflict in the first place.
Strategies to improve poor communication
• Give your undivided attention:
Offering your whole attention to those you're with, whether in a group

meeting or one-on-one, will greatly improve how you're perceived.
How many times have you been in a conversation with someone who
was talking or listening to you while glancing at their phone or
elsewhere? People tune out when there is a lack of concentration in the
conversation. During chats and meetings, maintain eye contact and set
all other distractions aside to visually indicate your focus and
encourage each participant to stay present.
• Listen first, then speak.
Every presentation, conversation, and nearly every other kind of

interpersonal communication should begin with questions that help
the speaker better understand the audience. This, admittedly, happens
infrequently. Most lecturers and presenters are so focused on their
message that they overlook the fact that the other person is the true
priority. Don't have the conversation all to yourself. People will
eventually tune you out, and your message will be lost. Use your
words carefully, avoiding fluff and fillers. After each crucial point,
take a moment to ask questions or double-check your knowledge. This
will make your employees feel like they have a say in the conversation.
Of course, asking questions and listening to responses takes time, but
if we want to constantly communicate in a way that is relevant to
others, we must ensure that we fully understand their point of view.
• Be conscious of how you communicate.
Your words are simply a small part of the message you provide to
your team. The effectiveness with which your communication is
delivered is highly influenced by your body language and tone of
voice. When dealing with staff, maintain a relaxed stance and facial
expression. Because this is a defensive position, keep your arms by
your sides rather than crossing them over your chest. While listening,
maintain eye contact, smile when appropriate, and nod your head
affirmatively.
• Present with brevity
Brevity is the heart of good business presentations. The core of clear

communication is brevity, whether you're giving a keynote talk,
presenting a proposal to a prospective customer, or introducing
yourself to a new employee. When you commit to short, concise
communication, you are forced to consider your most critical ideas
and express them without a lot of "fluff" or unnecessary material.
• Double-check your understanding
This entails much more than simply asking, "Do you understand?".
You can always assume that if you ask employees directly if they
understand what you're saying, they'll say "yes," whether or not they
truly do. You can also assume the same thing about customers because
they don't always recognize they don't understand. Without putting
them on the spot, you can ask questions that infer whether or not they
"understand it." Then, if you discover that they don't entirely
understand what you've been attempting to say, you have another
chance to explain. But keep in mind that repetition isn't the same as
communication, so if they didn't get anything the first time, don't just
repeat yourself; find a fresh approach to communicate the information.
• Confirm Acceptance:
There is a big difference between understanding and accepting your

message. An employee may properly understand your criticism, and a
consumer may fully understand the reason for your proposal.
However, this does not imply that they will accept what you have
offered. Again, asking, "Do you agree?" isn't an effective way, even if
that's the information you're looking for. Genuine acceptance of a
suggestion provided by management or another employee goes a long
way toward assuring active engagement and peaceful workplace
cooperation. Acceptance of information goes a long way toward
completing a transaction. And, once again, asking gentle questions
that demonstrate approval without putting the listener on the spot is
the key to confirming acceptance.
• Advocate for Change
Finish your message with a precise "call to action." This is the point at
which you can put your abstract concepts or academic knowledge into
practice. Good ideas that aren't followed through on rarely stick
around. And, in most circumstances, the action should be reciprocal
(remember, communication is reciprocal), which means you must both
do your part and ask others to do theirs. You may find that your initial
exposure to these concepts is overwhelming, but if you focus on them
one by one, steadily improving your communication skills, you will
eventually acquire an extraordinary capacity to communicate in a
clear, crisp, and appropriate way that you can be glad of.
1.2. Partial Communication
The communication that is hazy /unclear is called partial

communication. When something is expressed or mentioned but never
explained or clarified, this is known as partial communication. Many
crucial components of effective communication are lacking.
When communication is partial or unclear, there is not just a lack of

sense of responsibility, but the lack of focus can develop
contempt/dislike. Roles are unclear, goals are only ideas rather than
goals that employees are actively pursuing, and assignments are
stagnant. People like to be pushed. They want to be a part of
something meaningful, to contribute to the growth of the company,
and to be valued. They require a feeling of purpose to motivate them
to come to work every day.
Make sure your communication is clear, it should not be partial

whether it's oral or written. Avoid ambiguous terms and be specific.
Make it clear who is participating and what has to be accomplished.
Set clear deadlines so that everyone is on the same page. Define
responsibilities and expectations in detail.
Uncertain goals, cultural diversity, bad leadership, personal concerns,

demoralization, and other factors can all contribute to partial
communication.
Factors affecting partial communication
Uncertain goals
One of the most common reasons for project failure is a lack of

direction and unclear goals. While it's impossible to forecast every
outcome, taking the effort to develop and communicate objectives and
goals early on can dramatically improve the chances of your team
completing a project successfully.
For example, When a job is advertised, the company includes a job

description. This isn't enough on its own. When you've chosen
someone to fill the role, go over the job description with them face to
face. A job posting can be interpreted in a variety of ways by various
people. In case if the organization fails to express its expectations, the
new employee becomes perplexed and leaves end up falling short of
what is required. Poor communication and dissatisfaction result from

unclear goals.
Cultural diversity
Culture is all socially transmitted behavior, arts, architecture,

languages, signs, symbols, ideas, beliefs, norms, customs, rituals, and
so on that are learned and shared in a specific social group of the same
nationality, ethnicity, religion, and so on. Culture is passed down via
the generations. It offers people their perspective on the world and
how they view life. Many sub-cultures exist inside a single culture. The
culture in which you were raised has an impact on how you
communicate. There are high chances it will lead to partial or poor
communication.
The world is increasingly becoming a global village. People from

various backgrounds and locations frequently cluster in the same
workplace. This diversity, which is promoted in the workplace, can yet
lead to poor/incomplete/partial communication. Different cultures
interpret things differently, especially when it comes to nonverbal
communication.
While pointing with the index finger is common among Americans, it

is considered impolite by Asians. There is a risk that
misunderstandings will occur if the company does not bridge the
gaps.
Poor leadership
Employees look on their supervisors for guidance in the workplace. If

the employees at work lack good leadership abilities, there's a great
possibility that communication will suffer as well. Ineffective leaders
are either indecisive and fail to increase confidence in their
subordinates, or they are overly controlling and communicate poorly
with their personnel. They may also be unable to respond to employee
questions, putting subordinates in the air about what's next.
Poor leadership might result from a lack of communication.

Employees may feel defeated as a result of bad communication, which
can lead to misunderstandings, missed opportunities, conflict, the
spread of disinformation, and mistrust.
Poor workplace communications can lead to friction, frustration, and

confusion, as well as an extremely hostile climate in which employees
are not driven to be productive or inspired to collaborate. This lack of
motivation might subsequently affect how employees interact with
clients and potential clients.
Personal issues
Even though you advise employees not to let personal concerns

interfere with their work, it can be difficult to separate a person from
situations that occur outside of work. Distracted employees are
impatient, and they may accidentally show disrespect and disinterest
in their work. Allow for some time off for distracted employees to deal
with a personal situation, if necessary and possible.
Personal and work-related issues harm performance because they

drive individuals to make frequent mistakes, damage their
relationships with coworkers, and diminish productivity.
Employees' work might be affected by these issues in a variety of

ways, including absenteeism, distraction, punctuality, and a lack of
patience with their coworkers, all of which will have an impact on
workplace communication and the organization's ideal operation.
Demoralization
Employees who are demoralized lose interest in the company. They

may be at their workplace, but they merely do what is asked of them.
When employees are underappreciated, insulted, or denied the
opportunity to use their ideas and skills at work, they get discouraged.
Such personnel does not convey anything beyond what is required,
resulting in clogged lines of communication. Employees are more
creative, productive, and aware when they are respected.
Demoralizing statements weaken an employee's self-confidence,

making it difficult for them to take on significant assignments. They
can also distract from an employee's willingness to give the
organization their best effort that is their voluntary effort. They may
even force a senior person to leave the company. It pays to be careful
with your remarks.
1.3. No Communication
It means being unable or not tending to communicate information,

thoughts, or feelings. A business's communication problems aren't
limited to managers and subordinates; they can also harm customers.
When communication between the top and the necessary departments
breaks down, it affects workplace operations and, eventually, the
consumer. When this occurs, low patronage/ clients, low sales, and
low profitability are expected.
Poor communication in the workplace has consequences across the

board, even spilling over to customers. Employees feel disengaged at
the individual level due to no communication i.e., lack of clear
direction from management, resulting in low satisfaction, engagement,
and performance. At the departmental level, segregation prevents
teams from collaborating effectively, and a lack of a clear vision and
goals from the top can lead to poor results.
Organizations that fail to emphasize business communication and

ensure that workforce are aligned with company goals are likely to
suffer a variety of negative consequences. Here are some common
workplace consequences of no/inadequate communication:
• It hinders progress
• Customer and client relationships are ruined
• Stay silent
• When asked a question, you do not respond.
• Staring blankly
• Mutual Hatred
• Having opposing viewpoints
• Poor customer service
• Low productivity
• A listener who doesn't pay attention
• Increase the issues that come with being unemployed, for

example, Depression and sleeplessness are examples of health
issues.
• Others include social issues, financial crises, and so forth.
2. Pre-requisites of good Business Communication:
The following essentials for efficient communication should be

considered by management when developing an effective
communication system are:
• Clarity of information
The quality of being simple to comprehend, perceive, or hear. Clarity

is a quality of a speech or written piece that effectively communicates
with its target audience. A clearly defined purpose, logical
arrangement, well-constructed sentences, and exact word choice are all
characteristics of proper communication.
The first step in good communication is to ‘fully inform yourself.' It

means that the communicator must first be clear in his mind about the
information he wishes to convey. Communication should always be in
plain, easy-to-understand language to avoid being misunderstood by
those who receive it.
• Adequacy of message
Incomplete information is dangerous from a business standpoint, thus

the message to be transmitted should be adequate and comprehensive
in every way. The quality of information communicated is determined
by the intellectual capacity of the persons involved.
• Message Consistency:
The message to be presented should not be mutually conflicting but

rather should be aligned with the organization's general objectives,
policies, programs, and procedures. Self-contradictory statements
constantly produce disruption and confusion in the workplace, which
is incredibly damaging to the company's efficiency. If the message is
updated from the prior one, the fact should be conveyed explicitly to
decrease the chances of misunderstanding.
• Feedback:
Feedback is a key part of ensuring that communication is effective. It

refers to the sender's confirmation of the idea conveyed, whether the
message was received in the same way as the sender intended or
whether the recipient agreed or disagreed with the communicator's
suggestion, making it necessary for the sender to confirm it from the
receiver. When communicating face to face, it is easier to obtain
feedback information by watching the receiver's emotions and
expressions. However, for textual communication, management
should create or evolve appropriate techniques and methods to
improve communication effectiveness.
• Understanding the Recipient:
It may appear like clearly communicating a message to others is a

simple task, yet it is often laden with errors. Many people have
difficulty communicating effectively, both orally and in writing. They
transmit thoughts and ideas that do not represent their original
meaning and are misinterpreted or misunderstood by their intended
recipients.
Communication's major goal is to help people understand each other.

The communication must produce correct understanding in the
receiver's perspective. Consider the work environment; assess the
receivers' receptivity and comprehension levels; be mindful of the
social climate and norms; and evaluate the information's timeliness. If
you were in a similar situation and position, ask what, when, and how
you would like to be communicated with.
• Consultation:
When it comes to communication, it's generally a good idea to seek

advice from others. The message will get more depth and objectivity as
a result of this. One of the most essential benefits of consultation is that
people who have been trusted with communication planning will
provide active support.
• Choose a Medium:
You can send your message through a variety of different methods.

Face-to-face meetings, telephone calls, and videoconferencing are
examples of verbal communication modes. Letters, reports, emails,
instant messaging (IM), and social media posts are examples of written
communications. To underline your primary points, you might wish to
use videos, images, graphics, or charts and graphs in your message.
Each channel has its own set of advantages and disadvantages. Giving
a large list of instructions vocally, for example, isn't very useful, and
giving sensitive comments in person rather than by email is preferable.
After deciding on the subject matter, the ideal way to transmit this
information should be selected. Oral and textual communication must
be thoroughly studied on all levels.
• Tone and Content:
When speaking or writing, the communicator must be mindful of the

words he employs. The efficiency of what he is trying to communicate
will be influenced by his tone, demeanor, expression, and emotion.
• Timing and timeliness:
The timing and timeliness of the communication should be given

careful consideration. At one time, various individuals and groups will
receive or respond to the same message differently, while at other
times, the same individuals and groups will receive or respond
differently.
Even in an emergency, the situational, psychological, and

technological aspects of time must not be ignored. Furthermore,
information must be provided on a timely basis, as outdated
information is just as terrible as or worse than no information at all.
• Action to Support:
The communicator's behaviors must support his communication. This

is because actions speak louder than words. It should be highlighted
that the most convincing communication is not what one says, but
what one does.
• Listening:
Executives and supervisors should be good listeners, as this is a critical

component of effective business communication. When people are
striving to communicate, it is risky to be inattentive or uninterested.
“Listening is one of the most crucial, most difficult, and most ignored
Skills in communications,” according to the American Management

Association's ten commandments.
It necessitates that we focus not just on the clear ideas that another
person is conveying, but also on the implicit meanings, unsaid
phrases, and undertones that may be significantly more important.
Thus, if we are to know the inner man, we must learn to listen with the
inner ear.
• The environment of Trust and Confidence:
According to F.E. Fischer, ‘communication thrives in an atmosphere of

trust and confidence.' As a result, every effort should be taken to earn
trust by reporting facts accurately. Employees must be persuaded and
believe that the company is trustworthy and sincere in its dealings.
“If your employee relations program is sound, if your aim is true if

your people believe in that intent and in that truth, then and only then
are you successfully communicating,” says Paul Arnold, President of
Arnold Bakeries.
• Keeping the System Alive:
The communication system should be kept open and active

throughout the year. Good communication relationships can only be
created via honest efforts.
*****
UNIT - III
CHAPTER – 1
BUSINESS LETTERS
Introduction- Business Letters
Business letters differ from personal letters in that they are structured
and formatted differently. A letter's structure is made up of several
elements. In official letters, the sections of a letter are arranged in a
specific order. Some sections of a business letter are required, while
others can be customized or optional. These various aspects, as well as
their location in the letter, should be familiar to the writer.
A business letter is a formal document that is frequently issued from

one firm to another, or from one company to its clients, workers, and
stakeholders. Individuals can also utilize business letters for
professional correspondence. The general tone of the letter is
determined by the nature of the relationship between the persons
involved. Business letters can be used to request direct information or
action from another party, order goods from a supplier, point out a
mistake made by the letter's recipient, respond directly to a request,
apologize for a mistake, or show goodwill, among other things.
Printed business letters are still used for many significant, serious sorts
of correspondence, such as reference letters, employment verification,
job offers, and more, although email has surpassed it as the most
popular mode of communication. A business letter is sometimes useful
because it creates a permanent written record that the receiver may
take more seriously than other kinds of communication. Any sort of
correspondence sent between two parties is referred to as a business
letter. It can be about any subject and delivered by a variety of
channels, including email, normal mail, and hand delivery.
1. Meaning
Businesspeople must interact with their customers, suppliers, debtors,

creditors, government officials, and the general public, as well as
among themselves, to exchange ideas and convey and receive
information. This is required to start, complete, and close transactions.
In the absence of any personal contact, the writer of a business letter

normally wants to deliver a message or information about trade or
business to the receiver. Because the recipient has only the written
words to convey both the meaning and the feeling of the message, this
goal can only be achieved if the letter's content is clear, precise, and
unambiguous.
2. Definition
W. J. Weston said, “Business letter is the process of accomplishing

business transaction in written form.”
According to Ricks and Gow, “The primary purposes of business

letters are to inform, instruct, request, inquire, remit, order, advice,
correct and to question.”
3. Need for business letter
Letter writing is a crucial area of communication in business, and the

need and purpose of business letters are highly vital. Because of the
importance of business letters in reducing national, linguistic, and
cultural barriers, the letter has become a significant business tool for
advancing modern goals and trade among nations for free global
trade.
To exchange ideas and give and receive information, businesspeople

must communicate with customers, suppliers, debtors, creditors,
government authorities, and the general public. Transactions must be
begun and completed.
Every firm must regularly advertise and develop its operations. The
business letter delivered to customers keeps all information about the
company's product and service up to date. It's also a micro-level
advertisement alternative. Customers' information is disseminated
across a vast area by agents and shops. It encourages goodwill. New
corporate relationships are being formed, and those that already exist
are becoming more powerful. Goodwill enhances an organization's
image and provides room for fair and ethical business practices. When
a letter is sent from an organization, it is categorized and filed when it
is received. Priorities can be set to guide future actions with outgoing
and incoming letter files. It has a high institutional value for assisting
in the expansion of trade and business or drawing a recession graph.
Legally, business letters are valid. They can supply enough proof to
resolve disagreements and doubts. Many concerns can be resolved if
letters are written through letters written by them, and transactions are
possible on reciprocal conditions.
In a nutshell, a business letter performs several key functions.
1. A business letter serves as an official representative of the company.
2. It aims to convey information on business-related topics
3. A business letter acts as significant documentation for a transaction

and therefore has legal significance.
4. A business letter serves as a reference document for future business

transactions between companies and people.
5. A business letter helps to build and maintain goodwill.
6. A business letter inspires all of the people associated with a

company to achieve at a greater and better level.
7. A business letter expands and improves the company. As a result,

we can elaborate on each of the functions.
4. Functions of a business letter
Convey information
Any business letter's primary goal is to communicate information

about the company's operations. Customers, suppliers, debtors,
government authorities, financial institutions, banks and insurance
companies, and any other parties involved in the business can receive
information via business letters.
Complete the deal:
One of the specific goals of a business letter is to complete the

transaction and arrive at a conclusion.
Demand generation:
Business letters, particularly circular letters, are used to generate

interest in new products. Circular letters can reach a large number of
people at once.
Promotion of goodwill:
In this computerized age, messages can be conveyed in a matter of

seconds via electronic media, but a well-designed business letter has
its value in promoting the company's good image.
Business expansion:
The present market can be enlarged through goodwill messages and

circular letters.
Relationship building:
Another key function of a business letter is to aid in the development

of reciprocal relationships with customers, suppliers, and other
interested parties.
Supporting evidence:
Business letters are also used to keep track of documents. Letters can
be saved and referred to in the future.
To enquire about
A company not only sends and receives communications but also

receives information from the outside world. Any company needs
several forms of information from the outside to execute its operations.
Firms might use business letters to enquire about important issues.
To place an Order:
This is a very common reason for sending a business letter. To stay in

business, both trading and manufacturing companies must place
orders for finished goods or raw materials.
Problem-solving:
Disputes and misunderstandings can emerge in the course of business.

Misunderstandings can be resolved with the use of business letters.
5. Essentials of an effective business letter
To be good and effective, business letters must include specific

elements. In other words, business letters should follow particular
letter-writing guidelines. Language, content, context, length, structure,
layout, taste, tone, effect, and purpose orientation are just a few of the
fundamentals that can be examined from several perspectives. In
terms of these properties or features, any letter can be described. To
qualify, the letter must pass muster under any of these criteria. It may
or may not include all of these characteristics.
Nonetheless, a skilled letter writer should be well-versed in all of the

qualities that make a letter effective. To understand what constitutes a
good letter, it is also vital to understand what constitutes a terrible
letter. While a good letter can be good in many ways, a bad letter may
have one deficiency that detracts from the overall beauty of a complete
letter.
A bad letter looks out of place because of one or more of its flaws,
which could include any of the following:
• Lack of clarity and accuracy
• Poor word and expression choice
• Misspelled words and grammatical faults
• It's either too short or too long.
• Too many concepts jammed into a single letter
• Inaccurate or false information
• Failing to communicate the primary point
• Not on the same wavelength as the reader
• Too much jargon and technical terms
• Aesthetic sense is lacking
• The unfamiliar language employed by the reader
• Long paragraphs
• Having a negative connotation
• Lack of customization
• A lack of courtesy
• Is it a source of ill-will?
• Unrelated to the topic
• Lack of pertinent information
• Ink and paper of inferior quality
• Incorrect address
• Incomplete address
The important aspects of business are creating goodwill, favorable

impressions, drawing attention, generating interest, charming clients,
reaching prospects, and building connections. All of this necessitates
deliberate efforts, concerted activity, and regular correspondence.
Because this must be done in a competitive world, one bad letter might
pose a danger to the company's reputation. Letters that are poorly
written cause discomfort to the people who run the company and
create a negative impression on the firm.
Before going into the elements of a successful business letter, it's

important to remember what a letter like this may accomplish for your
company. A smart business letter can reach out to the target, whether
it's a customer, a prospect, a patron, or the regulator.
A smart business letter can address the prospect while also paving the
way for the sales pitch. A well-written business letter can be a
powerful seller. An excellent business letter can enhance the
relationship with an existing customer and provide further
information.
As a result, a strong business letter might serve as a relationship

officer. A smart business letter can clear up misunderstandings and
build trust. As a result, it serves as your spokesperson. A smart
business letter can be used to make announcements, communicate
vital information, and keep you in touch with important people.
Let us now go over the requirements or basics of a good business letter

in more detail.
1. Clarity
Clarity is essential in a letter. The fundamental message should be

stated in plain language. To avoid uncertainty, care should be taken.
The communication's goal should be clearly stated. The aim should be

mentioned explicitly, whether it is to inform, invite, reinforce,
highlight, recall, announce, request involvement, or clarify and correct
the prior message.
If a letter writer is writing letters on behalf of someone else, clear

guidelines should be obtained first. There are times when a letter
notifying the date and location of a meeting is received without an
accompanying invitation or request to attend. In this case, the reader
or receiver of the communication will be in a state of uncertainty. Is
there an invitation that is implicit but not explicitly stated? Is the letter
merely for informational purposes and no invitation is being
extended? The message must be clear in either case.
Imagine the embarrassment that occurs when people who are not
supposed to be invited show up at the site and are turned away, or
when people who are supposed to attend the meeting believe there is
merely an invitation and hence fail to show up! Any firm suffers when
this occurs as a result of a lack of clarity in communication. This is just
one example. There are multiple ways in which the letter's primary
goal is hampered by its lack of clarity. A letter writer should be aware
of this and take precautions.
2. Impact:
The letter should have the desired impact. Every letter has a goal, and
the letter should be clear about what it is for. The goal of creating a
letter isn't merely to communicate with a consumer. Every letter is
meant to have an impact that must be felt.
It is frequently important to provide focus to get the intended effect.

The emphasis can be placed in a variety of ways. It can be
accomplished through correct positioning—placing them in a key
place. It can be accomplished by repetition.
Underlining or utilizing a larger type of font can be used to accomplish

this. Similarly, the letter writer should address the letter to the
appropriate individual to make the desired impact. The proper person
is the individual who is the recipient of the communication and whose
activity or response the company values.
Establishing the right wavelength is also necessary for making an

effect. The letter writer should write with the reader's or addressee's
skill, knowledge, status, and comprehension capacity in mind.
Coherence could be another requirement of an impact-generating

letter. To produce balanced sentences, it is vital to employ
unambiguous words, phrases, and clauses. Coherence is to build a
correct relationship between sentences and link them together so that
the intended message is clear and understood. The encoded message is
more accurate and ordered when it has coherence.
When a letter assures purpose orientation, places the necessary focus,

establishes an acceptable wavelength, and is cohesive, it succeeds in
making the desired impact. The following are some of the most typical
queries or statements made concerning these characteristics:
1. What are you attempting to say? (Aiming for a specific goal)
2. Which of these is the most urgent? (Focus/ Emphasis)
3. Is it a simple transmission or an upper transmission? (Wavelength)
4. What is the order of events? (Coherence)
It is vital to pay close attention to these areas and develop knowledge

and the ability just for the letters to have an impact.
3. Relevant Information:
The letter should include all of the pertinent information that is part of
the message. The letter should include accurate and reliable facts,
figures, pictures, and any such material that is pertinent to the
communication's context.
The communication principle we are talking about here is also known

as adequacy or completeness. Only when a communication contains
all of the facts and details that the receiver needs to respond to or act
based on that message can it be called to be complete.
Failure to provide all essential information results in prolonged

correspondence, customer loss, or a lack of response. Worse, the
receiver may conclude that there is an intentional attempt to hide or
falsify facts and numbers if non-submission of full details is due to a
mistake or insufficient or lack of attention to detail.
Consider receiving a letter from a department shop informing you of

the opening of a new branch and requesting your patronage, but
without providing any information about the new location or hours.
Concreteness is another need for a business letter. Concrete

communication is specific, definite, and to the point, rather than vague
and generic. The messages are frequently so rambling that one might
visualize the reader yelling, "Please come to the point and be explicit!"
A concrete letter is concise and focused, with minimal rambling.
4. Brevity:
Any effective communication, whether oral or written, must include

this fundamental trait. The importance of brevity in a business letter
cannot be overstated. Time is critical for everybody involved in the
business world.
The amount of time available for reviewing business letters is

undoubtedly limited. The recipient does not have unlimited time to
read and re-read the letter, nor does he or she have the resources to
fully absorb the message.
Any business letter, on the other hand, is up against a flood of

business-related and other communication aimed at the recipient, all

battling for the receiver's attention and time. Recognizing this, each
business must value the time of the recipient. As a result, letter writing
must be brief. Long letters are frequently set aside for ‘later reading,'
regardless of their merits. Concision is another term for brevity in
communication.
Conciseness is the ability to say exactly what one wants to say in the
fewest possible words while maintaining completeness and politeness.
Conciseness eliminates excessive words and phrases, as well as
repeating sentences, keeping the letter focused.
The usage of words in a good letter is limited. A business

communicator must master the art of brevity. As people climb the
ladder within an organisation, their ability to compress
communications into short, focused letters becomes increasingly
important.
5. Simplicity:
The hallmark of every excellent communication is simplicity. The term

"simplicity" relates to the ease with which something can be grasped.
Complex and intricate writing is the total opposite of simple writing.
Conscious effort and practice are required to perfect the skill of simply
writing.
A letter written in a basic, easy, informal style with terms that are
easily comprehended grabs the reader's attention and makes an
impression. Simplicity in writing, on the other hand, does not always
reflect simple or plain concepts.
Though the thoughts are complex, and the subject is also complex,
how they are expressed or presented is kept simple. To convey
complex things and issues merely requires a great deal of
understanding and talent.
To express so simple concepts and developments, the communicators

use complex sentences, clichés, technical jargon, and high-sounding
terms, resulting in confusion and cluelessness.
Simple, yet relevant and powerful, business letters must be written

regularly. It necessitates not just the use of simple words, but also,
more significantly, a thorough understanding of sentence and
paragraph structure.
6. Timeliness:
To be effective, business letters must be timed correctly. Letters should

be composed and sent as earliest as possible. There is a sense of
urgency in certain statements. They demand action that is
"immediate," "urgent," or "within a certain time limit." Letters that
deliver such messages should express the necessary urgency.
They should be properly addressed and sent that there will be

adequate time to permit action within the specified time limit. It is not
uncommon to have messages asking certain actions by a particular
date reaching the receiver after such date. Here are a few examples
that aren't too uncommon:
1. A message from a controlling office to a branch asking, "Please

provide us the statement without fail by September 30, 2001," which
was received on October 2, 2001.
2 A letter from the secretariat of a committee inviting the member to a

meeting on the 10th of the month, which he received that evening.
3. A letter from a department retailer offering a 3-day clearance sale

that arrives after the deal has ended.
4. A letter from a personnel department requesting that an officer

come for a promotion interview on October 6, 2001, at the regional
office, which was received on October 5, 2001.
Such letters reflect negatively on both the organisation and the sender
of the message, in addition to contradicting the goal of
communication. If the activity requested is so urgent, the sender owes
it to the recipient to make a clear indication of the urgency by assuring
quick communication.
In business writing, timing also entails selecting the appropriate

channel—mail, telegraph, or courier, as the case may be. Sending
letters too far in advance should also be avoided because the message
is likely to be forgotten unless a timely reminder is provided.
7. Language:
One of the most crucial aspects of corporate communication is

language. First and foremost, the language chosen must be acceptable,
that is, it must be language with which the reader is familiar.
Apart from English and Hindi, businesses in various parts of the

country use a variety of regional languages. The three-language
method is used by public sector entities such as banks.
Many printed letters are dual since they are written in both Hindi and
English. Business letters should be written in a language that the
potential, client, or addressee can understand. Choosing the right
language for a major multi-national or multi-regional organisation is
critical not just for advancing corporate goals, but also for ensuring
that specific people's emotions are not insulted.
The choice of proper language becomes increasingly important as

organisations and businesses become more global. After you've
decided on a language, double-check that the phrases, idioms, words,
grammar, and spellings are correct.
A decent business letter should be free of grammatical and spelling

issues. They give the reader a negative impression. Whether or not a
business writer achieves grammatical excellence is a question of luck.
It is not always possible to employ commas in all essential places in a

sentence and to avoid split infinitives. In reality, some grammatical
flaws, such as the usage of split infinitives, are tolerated as long as the
point is conveyed clearly.
While the letter writer may or may not reach grammatical perfection,
severe and visible grammatical flaws do not deserve indecent writing.
When in doubt, a good letter writer should double-check his grammar.
A business letter with obvious poor grammar, regardless of its other
advantages, leaves a negative impression on the reader.
8. Appeal to the reader's sensitivities:
An excellent letter should appeal to the reader's feelings and emotions.

It should leave a positive impression in addition to conveying the
message. It should convey elegance, which is defined as a combination
of taste, beauty, and decency.
A good letter also has a pleasing appearance. If it does not pay

attention to appearance, no letter can be deemed elegant or
aesthetically pleasing. Errors and corrections, striking, overwriting,
poor ink flow, accidental gaps, and other flaws take away the elegance
of a good letter.
When a letter displays consideration, it is appealing. Consideration

implies thoughtfulness. It entails keeping the reader in mind when
writing the letter and putting oneself in the reader's shoes.
Consideration entails picturing the reader's reactions and
accommodating them in the communication's approach.
A competent letter writer always tries to see things from the other
person's perspective. Empathy is another requirement for a good
writer. When a letter indicates insight and appreciation of the reader's
impact, it demonstrates empathy. It informs the reader about what
provokes their interest. In an excellent letter, the word "you" appears
more frequently than "I." An excellent letter helps the reader feel good
about themselves.
9. Writing style:
Writing style refers to the method in which anything is written. It

refers to the features of a piece of writing, an impression, or a method
of presenting information as a whole. Each person has their own style.
To make an effect with your writing style, you must make a conscious
effort regularly.
While addressing a variety of letter-writing requirements, the letter

bears the individual's signature. You can recognize a style if you read
the letters from a particular source regularly. People prefer to judge
and categorize styles into three categories: excellent style, terrible style,
and freestyle.
Style is related to the individual who is writing the letter and has a
particular personality. ‘Right words in proper places' is another
definition of style. Personal or impersonal, internal or external,
narrative or descriptive, rambling or focused, compassionate or harsh,
simple or longwinded can be described in a variety of ways. A basic,
informal, caring, and focused writing style performs well when it
comes to establishing a connection with the reader.
The right use of idioms and terms is also part of a good writing style.
The way concepts are employed in a language is referred to as idiom.
It is a unique way of expressing oneself in a language. English, like
every other language, has its own set of slang.
Sincerity is conveyed by a good writing style. Sincere writing is

uncomplicated and does not attempt to manipulate the reader. The
author comes out as real, honest, and straightforward. Sincere writing
is often known as frank and open writing. As a result, being genuine
entails writing naturally. The words are honest in expressing feelings,
anxieties, and expectations.
Politeness or courtesy should also be a part of a good writing style. It

should be respectful and considerate of the reader as a unique
individual. It should reflect the bare minimum of decency required in
any transaction or relationship.
It should be complimentary and appreciative to the extent possible in

the particular situation. When the situation calls for it, business letters
aim to strengthen relationships that are beneficial to the company. If
there are any omissions or inaccuracies, the writer should apologize
immediately.
Writing in a good writing style also means writing naturally and

without exerting undue effort. Otherwise, the writing would be
tedious and lack spontaneity. After a while, the monotony begins to
show. It is necessary to intentionally cultivate the ability to write freely
and effortlessly for all contexts.
10. Positive Approach:
Perhaps, in the end, a successful business letter takes a positive

approach. It creates a welcoming environment. It keeps unpleasant
emotions at bay. To compose a truly excellent letter, one must be in the
right frame of mind.
Thoughts and words must be in sync. It's important not to lose sight of
the main goal. The letter should inspire and drive the reader to act or
respond in the manner depicted in the illustration. Extreme emotional
states such as sadness, depression, wrath, frustration, or shock make it
impossible to write good letters. Such letters may lack the overall
approach so balancing is important for effective writing. A decent
letter, too, cannot be written in a hurry. It is necessary to devote
sufficient time to putting thoughts into words and selecting the most
acceptable ones for the situation. The writer should devote sufficient
time writing the letter, paying close attention to all essential aspects.
An excellent letter should contain honesty, precision, and promptness,

in addition to the other criteria already mentioned. Values, ethics, and
moral norms should be respected. In his work, the writer should
demonstrate a degree of stability.
Messages ought to be accurate, with no misrepresentation or portions

taken out of context. Taking a positive perspective also entails being
quick to reply. In addition to being a communicator, a writer is
frequently a recipient of the communication. The author should make
it a point to answer as soon as possible.
A positive attitude does not imply that one must say "yes" to
everything; after all, every firm has its own set of commercial reasons.
It has its own set of rules, standards, and requirements. If it is
commercially unwise and the specified rules are not met, one cannot
say yes.
As a result, good letter writing is the art of learning to say "no" but
wrapping it attractively. It's the art of expressing "no" in a pleasant
manner. It's the art of winning over a customer even if you're losing
the deal or transaction. The business proposal may or may not meet
expectations, but the message should nonetheless create a positive
impression.
There will be many opportunities in any business to say no, disagree,

show dissatisfaction, penalize, and so on. The tone and manner can
make a difference and lessen the impact in such situations where the
nature of the message has a certain bitterness connected with it. In
such situations, the ability to write well comes into play. By using the
right words and presenting the message in the right way, a skilled
writer can reduce the message's difficulty or negative impact.
Although what is being said is unpleasant, how it is being expressed
makes it less so.
In many ways, a positive attitude in letter writing creates goodwill for

the writer and the institution. It establishes respect for the writer as
well as a positive attitude toward the company. It creates a feeling of
warmth and kindness, all of which are critical for the success of any
business in today's market.
The language of a business letter should be familiar:
Many people think that a special language called business English

which is supposed to be somewhat different from everyday spoken
English is to be used business letters. This is a totally false notion.
There are certain businesses terms like ‘F.O.B.’, ‘C.O.D’, 15 days 2%,
which cannot be avoided. But these terms familiar through constant
use and pose no problems. Apart from these technical terms, as far as
diction and syntax are concerned, business English is no different from
the English of daily use.
******
CHAPTER – 2
TYPES OF BUSINESS LETTER
Introduction
In professional settings, business letters are an important

communication tool. Throughout your career, you'll probably need to
know how to write a variety of business letters and emails, from a
convincing cover letter when applying for a job to a persuasive sales
letter or a formal resignation letter.
Nowadays, communicating entails writing an email, composing a text

message, or connecting on social media. Writing a proper business
letter and ensuring that the business letter format is correct may sound
antiquated, but it is more important than ever for small business
owners.
A well-crafted business letter may stand out whether you need to

persuade someone to read a report, introduce oneself to a possible
customer, or show gratitude. Written letters are still a significant
aspect of every small business owner's communications strategy, if not
the most important part.
A real business letter demonstrates dedication because the author took

the time to sit down and put it in writing. Professionalism and
etiquette are demonstrated in letters. They also provide a written
record of what occurred, which both parties can keep. Letters can
become treasured memories if the events they remember are
significant enough for a firm.
While business letters are still important, they can harm your
professional reputation if they are riddled with grammatical and
spelling problems. A poorly structured business letter can also imply
that the writer is inexperienced, unprofessional, or lacks attention to
detail, all of which are negative first (or second) impressions that no
business owner wants to make.
As a result, every small business owner should know how to correctly

construct and structure a professional-looking business letter.
Depending on the business context, business letter forms might
include cover letters, thank you letters, complaint letters, adjustment
letters, and more.
1. Kinds of business letter
In general, letters are divided into two categories: personal and non-
personal. Personal letters are informal letters designed to share
information or ask for favours. Personal letters are written to relatives
and friends. Personal letters are written in a casual, friendly tone.
Business letters, on the other hand, are non-personal and are typically
written in a formal tone.
For the sake of convenience, we can divide business letters into the
following kinds17
A. 1. Enquiries and Replies;
2. Orders and their Execution
3. Credit and Status enquiries
4. Complaints and Adjustments
5. Collection letters
B. 1. Circular letters;
2. Sales letters
C. 1. Bank Correspondence;
17 Rajendra Pal and J.S.Korlahalli. 2005. Essentials of Business

Communication, Sultan Chand & Sons, p.cc-3
2. Insurance Correspondence
3. Import-Export Correspondence
4. Agency Correspondence
D. 1. Application letters;
2. interview letters, references, testimonials, letters of

appointment, confirmation, promotion, retrenchment,
resignation
E. 1. The correspondence of a company secretary;
2. Correspondence with State and Central Government
F. 1. Letters to the press
Business letters can also be classified as official letters, demi-official

(D.O.) letters, internal letters or memos, form letters, etc.,
Official letters are written to the government or semi-government

bodies
Demi-official or D.O. letters are official in purpose but are addressed to

a person by name. D.O. letters may be written if
1. The matter requires the personal attention of the addressee
2. The matter is confidential; or
3. The matter is urgent and requires immediate disposal.
Internal letters or memos are used for internal communication in both

government and corporate departments.
Form letters are used for regular or routine correspondence. They're

used for acknowledgments, reminders, interviews, announcements,
and appointments, among other things. They have a standard form
that has several blanks in it. Letters containing relevant information
are sent to the addresses.
These form letters may contain many paragraphs, one or more of

which can be ticked (√). These paragraphs are known as form
paragraphs and are usually printed on postcards. Form letters lack a
personal touch, yet they save the company time and effort.
The classification discussed above is purely a matter of convenience.
2. The importance of an effective business letter
The significance of a well-written business letter cannot be overstated.

It is, in fact, the foundation of any successful firm. “A good letter can
pacify an angry customer as much as a bad one can anger a friendly
one. It may sell a new product or spoil the sales of an established one,
collect debts without hurting the customer’s feelings or lose both the
money and the customer refuse a request yet win respect or grant the
request yet incur ill-will.”18
3. How to write an effective business letter
A pertinent question now is how to write such a letter. Alexander

Pope, in his ‘Essay on Criticism,’ says:
True ease in writing comes from art, not chance,
As those move easiest who have learned to dance 19
It's not difficult to learn the art of essay writing. A solid foundation for
writing excellent business letters can be built with a good command of
the language and regular reading and writing. A business letter is, in
truth, nothing more than an interaction- communication by post/mail.
If we had the opportunity to speak with the reader about the letter's
subject matter in person, we should write as naturally as possible.
18 U.R. Koli and Urmila Rai: Commercial Correspondence

19 Quoted by L. Gartside: Modern Business Correspondence.
There are various things we may do to make sure our letter is the
greatest we can write. The easiest way to determine whether our letter
is acceptable and effective is to put ourselves in the shoes of the
recipient and consider how we would respond to our message. Is it
likely to irritate or bother us? Is this the type of letter we'd want to get?
Would it compel us to follow the letter's instructions? We should read
the letter aloud or have it read to us by someone else. Our ears will
pick up on problems that our eyes might miss.
Personal and business letters are very similar. However, because a

business letter is meant to accomplish a specific goal and frequently
results in legal responsibilities, we must be more exact, clear, correct,
precise, courteous, and reasonable in our approach. 20
4. The layout of a Business Letter:
The letter's overall appearance will leave a positive impression on the

reader's mind. As a result, it's a good idea to keep the following
elements in mind when it comes to the letter's layout or appearance:
1. Stationery:
It is vital to use good-quality paper while making the first imprint.

Investing in high-quality stationery is a wise decision. A white paper is
preferred since the letters stand out more clearly and are easier to read.
The size of the paper will depend on the needs of each organisation.
2. Typing:
Typing saves time and presents a professional image. As a result, the

letters must be typed carefully. Extra costs are incurred when a letter is
typed. However, the letter's appearance will pay off richly.
20 Rajendra Pal and J.S.Korlahalli. 2005. Essentials of Business

Communication, Sultan Chand & Sons, p.cc-6
3. Margin of safety:
A letter's beauty is enhanced by the presence of a margin. The typical

margin on all sides is one inch. The margin can be adjusted to fit the
size of the paper, and it should resemble a picture frame.
4. Folding Techniques:
When folding a letter, extreme caution is advised. It should be done

with as few folds as possible, and the letter should not appear bulky
when placed on a cover. The folds should be squeezed firmly together.
When a letter is enclosed in a cover, it must appear professional.
5. Envelope:
The envelope must have the same colour and quality as the letter it
holds. The envelope should be the same size as the letter's typed
paper.
5. Mechanical structure or Parts of a Business Letter:
A business letter's structure is usually made up of the following

elements:
1. Heading
2. Date
3. Inside Address
4. Attention line
5. Salutation
6. Subject
7. Reference
8. Body
9. Complimentary close
10. Signature
11. Enclosure.
1. Heading
For business correspondence, a lot of companies adopt printed

letterhead. The name, address, line of business, telegraphic address,
telephone numbers, telex numbers, and e-mail address are all listed on
the letterhead.
2. Date
On the letter sheet, the date should be written in the top right corner.
It's usually written two or three spaces below the letterhead's last line.
The date might be indicated in one of two ways:
(i) 10 July 1999, in the sequence of the day, month, and year.
(ii) July 10, 1999, in the order of month, day, and year. Both
approaches are valid.
It's best to write the month's names in their entirety.
3. Inside Address:
The inside address includes the names and addresses of the person or
company to whom the letter is addressed. It's usually two spaces just
above the attention line and two spaces just below date level. If there is
no attention line, it is placed in the left margin above the salutation.
The whole address, including the person's name, firm, street, and road,
should be written exactly as it appears in the source from which you
obtained the address. It's not a good idea to shorten the specifics.
'Messers' is used before a company's name when addressing it.

Messers should be used if the firm has a personal title. If the letter is
addressed to a specific officer, use Mr. or Shri before his or her name.
If the officer is a single woman, add Miss, and if she is married, Mrs. or
Smt.
4. Line of Attention:
When a letter is written to a firm to reach a specific office or

department, an attention line is typed beneath the inside address. This
line is usually highlighted.
5. Salutation:
Salutation is a greeting term. It demonstrates the respect, affection, or

courtesy that you express in a letter. The salutation used is determined
by the writer's and reader's relationship. It's two spaces below the
attention line or two spaces below the address on the inside. Use ‘Dear
Sirs' when addressing a firm, company, or club, for example.
6. Subject:
The objective of the subject line is to inform the reader about the
message right away. The reader can tell what the letter is about just by
looking at it. Between the salutation and the first line of the body, this
line is usually typed in double space.
For example:
Dear Sirs,
sub: payment of a bill or Application of leave
7. Reference:
Reference numbers, dates, and other information may be included

below the subject in a response to an earlier letter. The subject and
reference must be distinct and stand out clearly to catch the reader's
attention.
8. The body of the letter:
The body of a letter is the most significant component. The goal of this
section is to deliver the message and prompt an appropriate response

from the reader. As a result, it's critical to carefully organise and
arrange the materials. The body is made up of the following
components:
(i) Opening paragraph.
(ii) Main paragraph.
(ii) Closing paragraph.
The opening paragraph should be written in such a way that it grabs

the reader's attention and encourages him to read the rest of the letter.
The subject is discussed in the main paragraph. It should include all of

the important information that the author wants to express. It should
be written in plain, unambiguous language.
The sender's expectations, goals, and wishes should be stated in the

closing paragraph.
9. Close with a compliment:
A complimenting close is a courteous approach to conclude a letter. It

is typed two spaces after the last line of the letter's body.
10. Signature:
The writer's signature signifies his or her agreement with the letter's
subject matter. It's next to the complementing close.
11. Enclosure:
A price list, catalogue, or drafts may be attached to the mail at times.

This is indicated in the left-hand margin after the signature. In most
cases, the abbreviated form "End." is typed, followed by the number of
enclosures.
6. Business letter template
Here's a business letter template that one can use as a guide when they
need to create:
[Name]
[Company name]
[Street address]
[City, state, and zip code]
[Phone number]
[Fax number]
[Email address]
[Date]
[Recipient's name]
[Company name]
[Street address]
[City, state, and zip code]
[Subject]
Dear [Recipient's name]:
[Body paragraph 1]
[Body paragraph 2]
[Closing paragraph]
Sincerely,
[Your name and suffixes]
[Position in the company]

[Your company name]
[Enclosures]
******
CHAPTER – 3
ENQUIRIES AND REPLIES
Introduction- Enquiries
One of the most significant sorts of business letters is the enquiry

letter. When a buyer wants to know more about the quantity, price,
availability, and other aspects of the items he wants to buy, or about
the terms of sale, payment, and so on, he writes a letter of inquiry to
the seller.
1. Definition
According to Morris Philip and others, “the letter that seeks

information concerning the goods and services from a business
concern is called an inquiry letter.”
According to Gartside, “an inquiry letter asks information like

catalogue, quotation, sample and cost of a product from a seller
concisely and clearly.”
2. Objectives of Enquiry Letter
Every letter has specific goals or motivations, and an enquiry letter is

no exception. It is written on various occasions and for various
reasons. The purpose of an enquiry letter is to accomplish one of the
following goals:
• To obtain a pricing quote for a certain commodity
• To request a catalogue
• To be aware of the payment terms
• To learn about a prospective applicant's previous work history
• To determine a company's or individual's creditworthiness

• To request folders
• To obtain a referral from a previous employer
• To identify a company's or individual's financial strength
• To learn about a company's commercial reputation
• To learn about the firm's transportation services
• To learn about a person's or a company's social status
• To assess a person's or a company's performance
• To learn about a product's quality, to find out if an item is

available, to request a sample, and so on.
3. Types of enquiries
Depending on the goal, the information sought, and actions are taken,
different sorts of inquiries may be made. Enquiry letters are divided
into four categories:
• Solicited
• Unsolicited
• Favour and
• Routine inquiry letter
These are mentioned further down.
a). Solicited Enquiry:
A solicited enquiry is made in response to the seller's advertisement

and publicity. It is, in fact, a buyer's response to a seller's
advertisement or publicity.
b). Unsolicited Enquiry:
An unsolicited inquiry is one made on the buyer's own initiative.

When a buyer wants to know anything from the seller, they make this
form of enquiry.
c). Enquiry for a Favour:
An enquiry for a favour is made not for items but other information
such as a particular price or advantageous terms.
d). Routine Inquiry:
Routine enquiry refers to an enquiry made by an old or frequent buyer

in the normal course of business. This is where the majority of the
business enquiries come from.
So, while there are various forms of enquiries, the bottom line is that
the success of an enquiry is determined by how it is written.
3.1. A letter of inquiry should be written in the following format:
• Straightforward, compact, and courteous attitude
• A positive and confident tone
• Brief and to the point, yet clear, complete, and right
3.2. Initial sentences:
• We would appreciate it if you could send us a list of your

prices.
• We should appreciate details of...
• We should appreciate hearing about the costs and terms on

which you might be able to deliver...
• We are interested in you. So, could you please......
4. Tips for writing an enquiry:
• Indicate whether you require goods, services, or information in

your letter.
• Request for a price list, catalogue, or other information.

• Tell the vendor how you learned about him—whether it was

through a personal recommendation or an advertisement—and
if you require samples or demonstrations.
• Describe your company and what you're looking for.
• Request terms such as discounts, credit, manner of delivery,

packing, and so on. You will be able to prepare the order as a
result of this.
• Provide an estimate of the quantity you require so that the

supplier can provide you with the best available pricing.
• If you're asking for a discount, explain reasons, such as large

and continuous orders or your ability to promote sales in your
area and so on.
4.1. Dont’s
• Avoid making statements that are too long or needless.
• Repetition should be avoided.
• Avoid apologies—do not say things such as, "We beg you to
send.....," etc.
4.2. Sentences to end:
• We would appreciate it if you could respond as soon as

possible.
• If your terms are acceptable, we will be happy to ship our first

order right away.
• Please treat this enquiry as urgent because our stock is

completely depleted.
• As we planned to do business with you regularly, we are

confident that you will quote your favourable rates.
Specimen Letters
Example 1: Ask a firm of furniture dealers to send their price list and
catalogue.
SUNNY FURNITURE
23 M.G.Road, Bengaluru.
7th January, 20...
Messrs. J.K.S. & co.
3rd Main, Vidhya Nagar
Hubli
Dear Sirs
Kindly send us your latest illustrated catalogue and price list of ‘Home
Furniture’.
Yours faithfully
Kushal
Proprietor
Example 2: Regarding an advertisement in ‘The Industrial Times’,

write a letter to Calcutta Aluminium Co. Ltd., enquiring about the
prices, terms of sale, etc.,
MOTAWALA CONSTRUCTIONS
Bank Road, Margao- Goa
20th May, 20...
Dear Sirs,
We read with interest your advertisement in ‘The Industrial Times’ of

12th May and are impressed by the description of aluminum screws
and fittings made by you.
We are leading construction contractors and dealers in construction

materials in this area. The demand for aluminum fittings is steadily
increasing in this part and we have a large number of enquiries, and
orders too, for them.
Kindly send us your catalogue and price list for wholesale purchases.
Since our annual requirements in metal fittings of all kinds exceed Rs.3
lakh, we would like to place regular orders with you. Hence, please
quote your most favorable prices and terms.
Yours faithfully
Example 3: You wish to do a Spanish learning course from the

institute ‘Learn a Language’. Write a letter to enquire about
course details, fees, duration, etc. sign yourself as
Kritika/Kartik.
584, Defence Colony
Dehradun
Uttarakhand- 24801
21 February 2021
To
The Manager
Learn a Language
Connaught Place
Uttarakhand- 248001
Subject- Enquiring about Spanish learning course
Sir/ Ma’am
I wish to enquire about the Spanish learning course offered by your

institute. Since I have basic knowledge of the Spanish language
priorly, I wish to learn the language at an advanced level.
I request you to provide the following details relating to the advanced

level Spanish learning course-
• The fee of the course
• Duration of the course
• Course material
• Class schedule
• Batch size (if any) and;
• Other relevant details
Please attach the complete brochure along with the letter. I look
forward to a quick response regarding the enquiry.
Thanking you
Yours truly
Kritika
Example 4: You are Sahil Tuteja, the Sports Secretary of your school.
Write a letter to Globe Enterprises, New Delhi, a leading firm
dealing in sports goods, requesting them to supply their trade
catalogue. You may mention the items you intend to buy and ask for
a discount on the catalogue prices.
ABN School
Mathura
10 March, 20XX
Messrs Globe Enterprises
F-4, Greater Kailash-II
New Delhi
Dear Sirs
Sub: Trade Catalogue for Sports Goods
We have to buy sports material in bulk for various games and sports
for our school for the new academic session beginning w.e.f. 1st April.
We are interested in cricket bats and balls, hockey sticks, balls,

goalkeeper’s full kit, footballs, volleyballs, basketballs, table tennis
balls, and bats, etc. We also need items for uniforms namely, sports T-
shirts, shorts and vests of different sizes.
Your firm has been mentioned to us as one of the best dealers in sports
goods.
I shall be glad if you send me your catalogue together with quotations

for large quantities. Please do mention the time required to effect
delivery and the terms of payment.
I hope you will facilitate business by quoting the lowest possible rates.
I am confident that you will patronize us by giving some discount also.
Please mention the rate of discount on the catalogue prices.
Yours faithfully
Sahil Tuteja
Sports Secretary
REPLY LETTER
Introduction
The reply letter is the letter written in response to the enquiry letter.
Even if the response is unfavourable, enquiries must be responded to
as soon as possible. As a result, a reply letter is a letter written in
response to a letter of inquiry. The letter of response should be written
as soon as feasible. A timely response indicates that the seller is well-
versed in business etiquette and has genuine regard for the buyer's
concerns.
In most circumstances, an inquiry letter is intended to obtain a price

quotation, hence the response to such a letter might be deemed giving
a quotation.
When the seller can provide, the response will include all of the
relevant information for the prospective buyer. The reply letter is
accompanied by attachments such as a quotation, catalogue, terms,
and conditions (credit, payment, discount, shipping, etc.), demo
copies, order form, special coupons, and so on. Any questioned
information should be responded to in the reply letter.
Enquiries should be answered in a way that encourages the enquirer to

make a purchase. It must be understood that initial inquiries are not
the same as routine inquiries. In fact, if the response is truly excellent
and well-written, it can serve as a salesperson. It can persuade the
buyer to purchase.
5. Tips for writing an effective reply letter
• Thank the enquirer for contacting you.
• Respond to the enquiry by referring to the enquiry letter's date

and reference number.
• Provide all requested information, such as product, price, and

terms.
• Make an effort to sell your unique items and services.
• If an offer has been announced, explicitly state the expiry date

and payment terms.
• Include brochures, pricing lists, catalogues, samples, and other

materials with the letter.
• Request an appointment for a demonstration at a time that is

convenient for the customer, if one is required.
• State that you are willing to assist the inquirer.
• Make use of the opportunity to advertise your company's other

products.
Replies should be written in the style of a sales letter and include all of
the information requested, which means that the reply letter might
include any additional information about all of the offers. The seller
may have introduced a new product or service that may spark the
attention of an existing customer or a potential customer for another
product.
Specimen Letters
Example 1: Write a reply letter to the enquiry about Home Furniture.
J.K.S. & Co.
Steel Furniture Manufactures
1 st Cross, Vidhya Nagar, Hubli
July 28, 2007
The Proprietor
Modern Furniture
Belgaum.
Dear Sir,
Thank you for your enquiry of July 25. We are glad to enclose the
illustrated catalogue and price list of “Home Furniture”.
Our furniture is made of high-gauge steel sheets and pipes and is

designed to suit the luxury class customers.
Our normal trade discount is 15% and 5% extra for bulk orders
exceeding Rs. 60,000/-.
The catalogue and price list will be described to you about our
products to your satisfaction. However, if you need further details or
assistance in meeting your customer’s special requirements, you
should feel free to write to us.
Yours faithfully,
For J.K.S. & Co. J.K.
Shyam Partner
Encl.:
1. Catalogue
2. Price List
Example 2: Write a reply letter to the enquiry about Brass Fittings
ALIGARH BRASS FITTINGS
Railway Road, Aligarh
Bansal Construction Co. 15-03-2016
Railway Road Aligarh Dear Sir, We thank you for your enquiry of 25th
February and are glad to know that you are interested in our products.
You will be happy to know that Aligarh Brass Fitting's items are
approved by the ISI. Using our fittings will give you the satisfaction
that you are using the finest fittings now available in the market and
are getting the maximum value for your money. The enclosed
catalogue will give you all the necessary details about the handles,
hinges doorknobs, etc. that you might be needing. You will find our
prices-F.O.B. any place in India- very competitive. Given the large
business promised, you will also get a special trade discount of 5
percent on all orders and an additional 5 percent on all orders
exceeding Rs. 25,000.
We assure you of our best services.
Yours faithfully,
Signature
Encl:
1. Catalogue
******
CHAPTER – 4
QUOTATIONS
Introduction
The terms and conditions of sale which a seller is willing to deliver to a

buyer are referred to as an offer.
It might be general or specific in nature. In the event of a general offer, it

is framed and announced willingly to prospects without knowing their
true expectations. The specific offer, on the other hand, is framed and
announced to the prospect who inquired about it. It's also known as a
quotation. This quotation is unique for that specific prospect.
A quotation is a business offer made by a seller to an interested buyer

to sell specified goods at certain pricing and under specific terms. In a
business context, the quotation letter is the most common and widely
used. It's a seller's response to a potential buyer. As a result, the
vendor should carefully construct the quote letter. A formal statement
of promise by a potential supplier to supply the goods or services
required by a buyer, at defined prices, and within a specific time frame
(typically in response to a request for quotation). A quotation may also
include sales and payment terms, as well as warranties. The buyer's
acceptance of the quotation results in a legally binding agreement
between the two parties. A quotation is a one-of-a-kind purchase offer.
It is provided in response to a request from a specific individual or
company. As a result, it is a response message to a potential buyer's
query. A quotation contains information on the prices of the goods
you've chosen, as well as payment and delivery arrangements. When
composing such a letter, the seller should make sure to include all of
the information requested by the buyer. The letter should be short and
to-the-point, with a clear tone. A vendor must intend to establish a
business relationship through such a letter to create goodwill.
The customer used to check over all of the quotes and choose the one
that best met his or her needs. It isn't always the case that the cheapest
quote is the best. It is vital to go through all of the information
regarding the level of service provided, the projected completion time,
and so on. As a result, the quotation should aim to convince the buyer
of the merits of accepting the offer.
The following are important aspects to include in offers and

quotations:
1. Thank the enquirer for their time and consideration.
2. The product's specifications (quality, weight, technical details, etc.,)
3. Cost (number of units, trade discount, cash discount, etc.,)
4. Payment information (cheque, DD, cash, credit, etc.,)
5. Transportation and delivery information (mode of transport, place

of delivery, time of delivery, conditions, etc.,)
6. Special terms and conditions, as well as other information about the

offer (validity period, coupons, etc.,)
1. Kinds / Types of Quotations:
1. Loco price quotation
'On the spot' is what Loco means. As a result, the loco price refers to
the cost of items at the seller's factory or godown. Once the items have
left the seller's factory or warehouse, the buyer is responsible for all
costs associated with transporting the goods from the seller's
warehouse to the buyer's location. This is the most affordable price.
2. Station Price quotation
The seller's responsibility under this quotation is to deliver the

products from his warehouse to the nearest railway station. It takes

into account the cost of transporting products to the station. He
charges a bit more because he delivers the products to the station. The
buyer is responsible for all additional costs associated with the items,
such as freight, insurance, and so on.
3. Free On Rail (FOR) Price Quotation
Free On Rail (FOR) price quotation covers the expenses of carrying the
goods to the railway station nearest to the seller plus the loading
expenses, freight, and unloading expenses are to be borne by the
buyer.
FOR price quotation = Station price quotation + Loading Charges
4. Price Quotation for Cost and Freight (C & F)
The cost of the products, as well as all expenses such as carriage to the
seller's nearest station, dock and loading taxes, and freight, are all
included in the Cost and Freight (C & F) price quotation. The buyer is
responsible for costs such as insurance, unloading, and cartage to the
buyer's location.
FOR price quotation + Railway Freight = C & F price quotation.
5. Price Quotation for Cost Insurance and Freight (CIF)
When moving products, there is a risk involved, which is covered by

insurance. In most cases, the buyer is responsible for insurance costs;
however, if a CIF quotation is provided, the seller is responsible for the
insurance costs as well as the other previously indicated costs. As a
result, the price includes the cost of the items as well as a carriage to
the seller's nearest station, loading, freight, and insurance.
CIF price quotation = C & F price quotation + Insurance.

6. Franco Price Quotation
Franco's price quotation is the most expensive. Although it is the most

expensive quotation, purchasers choose it because the goods are
delivered to their doorstep at this price. The buyer no longer has to
worry about moving products from the seller's warehouse to his own.
Franco price quotation = All expenses up to the buyer's warehouse.
7. Free Alongside Ship (FAS) Price Quotation
The cost of the products as well as any costs associated with delivering
the goods to the seller's nearest terminal are included in the Free
Alongside Ship (FAS) pricing quotation. In addition to the cost of the
products, the buyer is responsible for the costs of loading, insurance,
freight, and customs duty, among other things. This quotation is
popular in various nations, but not in India.
FAS price quotation = Loco price quotation + cost of carriage of goods

up to the harbor nearest to the seller.
8. Free On Board (FOB) Price Quotation
Free On Board (FOB) price quotation is similar to FOR in inland trade.

This is normally used in foreign trade. Under FOB quotation, the seller
quotes a price which includes all the expenses incurred until the goods
are actually delivered on board the ship at the port of shipment.
FOB price quotation = cost of goods + expenses up to goods on ship's

board.
9. Cash With Order (CWO) Price Quotation
In Cash With Order (CWO) price quotation, the buyer has to send cash
along with the order, otherwise, the order may not be executed.
10. Cash On Delivery (COD) Price Quotation
In Cash On Delivery (COD) price quotation, the buyer has to pay cash
after receiving the delivery of the goods ordered by him.
Specimen Letter
Example 1: Quotation Letter
From
Sarah Livingston,
Germs Mobile Accessories,
SP Road,
Bangalore.
Date:29/9/20..
To
Ellen Pierce,
Centurion Company,
MG Road,
Bangalore.
Sub; Letter for quotation
Dear Ms. Pierce,
I hereby write this letter to inquire about mobile phones that I wish to
purchase for my shop Germs Mobile Accessories. Centurion Company
is a reputed company in selling high-quality mobile accessories and
we aim at providing our customers with only the best.
I wish to request a detailed quotation for the mobile accessories listed

below
1. VR Headset
2. Zoom lens
3. Solar charger
4. Other lenses for photography
5. A speaker that charges your smartphone
6. Selfie flashlight
7. Table lamp with a speaker
8. Smartphone repair kit
Kindly also provide us with your most favorable prices as we will be

making frequent orders every month. Please let us know your
preferred mode of payment and how the products will be delivered to
our shop location. You can contact us at germs@mobile.com if you
need any additional information.
We look forward to a detailed quotation at your earliest.
Thank you.
Yours Sincerely,
Sarah Livingston
Example 2: Quotation letter from a customer to supplier.
To
Kay Ventilation
44, North Lane
Mumbai.
Dear Kay Ventilation,
I am writing this letter for a price quote on replacing my central air

conditioning system in my home.
My house is 4500 square feet and used two individual central air
conditioning units. There are about 6000 feet of ventilation piping that
needs to be replaced, as well as two compressor units and 6 control

panels. I wish to source my own compressor units, but you will be
responsible for all the ventilation and control panels.
Please provide me with pricing information and how long it would

take to complete this job for me. I am looking for someone to complete
this in less than a week, so please account for that in your price quote.
Kindest Regards,
Azhil.
Example 3: Letter of Quotation to Customer
Dear Mr. Forbes,
You recently enquired about the price of regular cotton shipments to

the United States. At the requested amount, including tax, this will
cost $12,000 per month.
Because we haven’t had the pleasure of trading with you before, and
to show how much we value your potential business, we will give you
a one-year discount of $11,000 per month, providing you agree to
terms within the next 30 days.
We look forward to working with Shirts Zone and hope this is the
beginning of a long and prosperous relationship.
Yours Sincerely,
Ajeet Kalyana
The Indian Cotton Company
Example 4: Quotation letter
PERFECT PACKAGING COMPANY
515, Holi Gate Market , Mathura. U.P. India.
August 1, 2013.
Mr. Kripa Shankar,
The Sales Officer,
Lakshmi Paper Mills,
Shahkanj, Agra.
Sub.: Purchase of notebooks and paper for packaging
Dear Mr. Kripa Shankar,
We intend to purchase a large stock of notebooks and special paper for

packaging. You are invited to submit your most competitive quotation.
If your prices and conditions are found suitable and your quality of
paper of high standard, we shall consider giving you a five-year
contract for the supply of notebooks and packaging papers. Please
send your quotation. An early reply will be highly solicited.
Yours sincerely,
Biharilal, Manager
Example 5: Sample Quotation letter
ABC LIMITED
32, Rajesh Gardens,
CHENNAI – 600 029.
Phone: 098 – 13245678
Fax: 098 - 13245678
Ref: MQ/EXP/23/2615
4th April 2000
To :
Charlie Toys Manufacturing Company,

P.O. Box 62142,
Johannesburg,
SOUTH AFRICA.
Attn. : Mr. John Martin Purchase Manager
Dear Sirs,
Sub. : Toy Motors
Ref. : Your enquiry No.BEP/EXP/3216 dated 15th March 2000
This is to acknowledge with many thanks to the receipt of your above

enquiry for 1000 Nos, if Toy Motors. In reply, we have the great
pleasure to send this quotation, which we trust will receive your kind
approval.
For your immediate reference, we enclose a detailed catalogue giving

complete specifications and construction.
In your enquiry, you have mentioned that in the event of an order, the
items should be air freighted. Though we feel that despatching by ship
will reduce the landed cost, urgency in getting the motors fast.
Our Offer: MODEL ZT 314 Benson make Toy Motor
Specification: Refer to the enclosed catalogue
Price: Rs. 100/- each FOB Chennai
Quantity: 1000Nos
Freight: At actuals to your account
Transit Insurance: will be arranged by you. We will inform about

despatch one week in advance by fax.
Terms of payment: 100% by Irrevocable Letter of Credit to be opened

in our favour in your bank and to be accepted by our bank.
Bank Charges: To your account
Discount: 5% provided the order is for 1000 Nos. or more
Mode of despatch: by Air.
Destination town: Johannesburg
Delivery Period: The entire quantity ordered will be despatch within

one month after receipt of order and confirmation of Letter of Credit.
Warranty: six months from the date of despatch
Packing: Export packing procedure will be followed.
Duties and special levies: Same to your account, if any.
Kindly note that the necessary import license and special duties as
stipulated by your government will be taken care of by you. The
transaction will be between us two and as such no intermediary
agency will be involved.
In case you would like to test one toy motor before confirming the
order for the entire quantity, we will be pleased to airfreight one unit
absolutely free of cost.
We do hope that our offer is in line with your requirement. Should you
require any further details, please feel free to contact us. You can rest
assured that we will reply to you promptly.
Thanking you and looking forward to the pleasure of receiving your

esteemed order.
Yours faithfully,
For ABC LIMITED
(GEORGE K. THOMAS)
MARKETING MANAGER
Encl: One catalogue
******
CHAPTER – 5
ORDERS AND EXECUTION
ORDER LETTER
An order letter is written by a firm or a person who is responsible for

making a purchase request to another company. After conducting
extensive research on the desired product or service, the letter is
composed. "Order," which is both an expense for the one who places
the order and a profit for the person who receives it. Order letters
should only be used after a thorough examination of the desired goods
has been conducted in the market and a purchase choice has been
made based on the promised service, price, and quality. The
paperwork of a given transaction begins with an order letter, often
known as a purchase order or PO.
After receiving quotes from multiple companies, the prospective buyer

compares them and places an order with the company that provides
the highest quality goods at the lowest price. Catalogues,
advertisements, sales letters, and other sources of information are not
required for the letter of order. The following points should be
included in a letter of order:
1. There are three main types of information in letters:
• Information about the things being ordered;
• Shipping information; and
• Payment information
1.1. Information about the items being ordered:
An order letter must include all of the details about the items being
requested. The following are examples of such information:
• Name of the product
• Name of the brand
• Quantity
• Catalogue number
• Model number
• Colour
• Size
• Weight
• Unit price
1.2. Shipping information:
Shipping information is quite crucial. There is a risk of

misunderstanding between seller and buyer if shipping information is
missing. The following items may be included in shipment
information:
• Desired receipt date;
• Desired shipping location; and
• Mode of shipping (rail, road, or waterways).
1.3. Payment information:
The method of payment for the requested items' prices must be clearly
stated. The vendor will only accept the order letter if the two of them
can agree on a price payment method. The following is a list of
payment information:
• Payment method (cash, check, or draught)
• Payment date
2. Execution of an order:
Every order should be fulfilled right away or within the agreed-upon

time frame. The following should be included in a letter reporting the
execution of an order:
• A reference to the order's date and number
• Expression of Thank you for your order
• Indications that it will be executed out
• Information about the products' shipment date and mode of

transportation
• A statement of the invoice's amount
• Request for further orders
When the seller is unable to fulfill the order in line with the terms and
circumstances stated in it, complications may occur. In this instance,
the selling firm should not execute the order until it has determined
whether the buyer intends the transaction to be executed on conditions
other than those specified in the order. To persuade the buyer to
accept the terms supplied by it, the latter may have to use a lot of good
business skills.
Specimen Letter
Example 1: You manage the supply of books in the school

library. Write a letter for placing the order for the books to the
Vikas Publishing House Ltd. (100-150 words)
Delhi Public School
Sector 12, RK Puram
New Delhi- 110022
5 January 2021
To
Vikas Publishing House Ltd.
Darya Ganj, Central Delhi
New Delhi- 110002
Subject- Placing an order for books for the school library
Dear Sir
I would like to place an order with you for the following books.
English Grammar Class 8th 20 Copies
English Grammar Class 9th 30 Copies
Higher Mathematics Class 11th 10 Copies
Higher Mathematics Class 12th 20 Copies
The Story of My Life- Helen Novel 15 Copies

Keller
Kindly ensure that the books are of the latest edition and in proper
state. It is a request to deliver these books latest by 5 January 2021 and
bills for the same shall be cleared at the time of delivery. Please offer a
suitable discount on the purchase.
Thanking you
Yours faithfully
Vaibhav
Library Manager
Example 2: Order for Paints
Color World
15; New Market, Delhi.
1st September 2012
Manager,
Sales Division
To
National Paints Co. Ltd.

20, MG Road, Delhi.
Sub: Order for various paints.
Dear Sir,
Thank you for your quotation and the price list. We are glad to place
our first order with you for the following items:
SL. No: Description Quantity Weight Unit price
1 Enamel’s paint 25 Tins 100 1bs 1000
2 Synthetic paint 20 Tins 2001bs 2000
3 White paint 10 Tins l0 lbs 500
Since the above goods are required immediately as our stock is about
to exhaust very soon. We request you to send the goods through your
“Motor” van as the carriage inward is supposed to be borne by you.
We shall arrange payment within ten (10) days. Please send all
commercial and financial documents along, with the goods. We

reserve the right to reject the goods if received late.
Yours faithfully,
Mohammed Inshad
Purchase Manager,
Color world.
Example 3: Sample Order Letter PCs.

August 1, 2013.
425, Govind Road,
Goverdhan Chowraha,
Mathura.
The Manager,
D/4, Genuine Electronics,
Big Bazaar, Mathura.
Sub.: Order of PCs
Dear Sir,
We have come to know that you supply the HCL PCs. We place an
order of 50 HCL PCs at the rates given in your catalogue excluding the
packing charges. We hope that the consignment would reach us within
15days of the placing of this order with you. Our cheque to cover your
bill will be sent to you as soon as the goods reach us and are found
satisfactory.
Please send the consignment on time and also take special care in
packaging the goods so that they may reach us in good condition.
Yours sincerely,
Madan Mohan.
Example 4: Letter Expressing Inability to Execute Order

ABC BUSINESS HOUSE
191 / N - Patricia Avenue
Liverpool – 600 020
Phone : 0011 - XXXXXXXX
Fax : 0011 - XXXXXXXX
16 February - 20...
To
The Manager,
The Maalyvalley Business House,
326 / H - Raman Nair Street,
Maalyvalley – 682 016.
Dear Sir,
We heartily thank you for your order of the 2nd February for some of
our publications. But we regret to say that we are unable to execute
your order at the present as our stock of these books is exhausted.
The books ordered are being reprinted and we expect them to be ready
for sale by the end of this month. We are, therefore, keeping your
order before us and unless we hear from you to the contrary, we shall
be glad to execute your order as and when the books are ready for
sale.
We very much regret the inconvenience caused to you. Assuring you

of our best cooperation always.
Yours Faithfully,
Vasu
Manager
For ABC BUSINESS HOUSE
*******
CHAPTER – 6
COMPLAINTS AND ADJUSTMENTS
Introduction
Complaint letters are letters written by customers to sellers regarding

the difficulties they have experienced as a result of unforeseen
circumstances. Even if a company is extremely efficient at running a
business, things do not always go according to plan. There will be
some blunders and mishaps. Important services are occasionally
provided in an unsatisfactory manner; things are sometimes delivered
to the wrong locations, sometimes too late, sometimes in less than the
required quantities, and sometimes in a damaged state.
Claim or complaint letters are letters written to bring these errors to

the attention of those who must bear responsibility for them. A claim
or complaint letter is a letter made by a buyer to the seller stating
concerns or claims regarding problems that occurred during the order
to the payment period.
Customers that are happy with their service might become key
partners for any company. Customer testimonials always have a
greater influence than any promotional efforts. Customer happiness is
critical to the success of any organization. When a customer discovers
when something goes wrong with the goods or equipment, his
confidence is affected; the response must be tailored to this and regain
his self-assurance. The company must know whether or not the
customers are satisfied. Because many clients, when they are
dissatisfied, simply stop transacting, rather than complaining. By
lowering the risk, the seller goes to great lengths to satisfy the buyer's
inconveniences. However, it is impossible to eliminate difficulties
because customers' expectations may be higher than the seller's offer.
A complaint letter to the seller can be used to communicate these

issues that lead to displeasure. If necessary, the seller seeks
compensation from the buyer.
Due to the large number of persons involved in executing and

processing an order, all businesses may make mistakes. Errors can be
made by either the client or the provider. Customers are irritated when
there are defects in supplied goods, poor order execution, variations in
the specifications of ordered and delivered goods, late delivery, and
accounting errors. As the number of participants in the transaction
chain grows, the chances of making a mistake increase. In fact, all
employees should be trained for being responsive to clients, not only
those in the marketing and customer service departments as well.
Customers are becoming more aware of their wants and needs, as well
as the laws that safeguard their rights. As a result, it is even more
critical to resolve consumer concerns peacefully so that they do not
disseminate negative information about the seller. A company's poor
reputation and irresponsible attitude can be harmful to its success. In
today's world of increasing competition, it's critical to assure customer
happiness and respond quickly to any dissatisfaction.
1. Sources of Complaints Caused by Mistakes
• Buyers might file complaints against providers in the case of

order fulfillment for a variety of reasons. The following are
some common sources of errors that lead to buyer complaints:
• An order that is either incomplete or defective
• An unusually long period has passed since the shipment was

sent.
• The things are damaged when they arrive.
• The goods aren't what was expected.

• The number of goods received differs from what was ordered.
• Goods are delivered to the incorrect location.
• Work is completed in an unsatisfactory manner.
• Staff or salesman misbehavior
• The accounts section made a mistake when creating the

invoice.
• Defective packaging that could result in items being damaged

in transit Errors on a bill or reminders for payment after the bill
has been paid Dispatching products of poor quality, colour,
brand, pattern, and defective pieces of goods, among other
things
Filing a complaint necessitates extra caution. It should be handled with

care and tact. If a supplier makes a mistake, the buyer has the right to
request a remedy or adjustment. When an oral complaint is made, it is
customarily followed up with a letter.
When drafting a complaint letter, the customer should include the

following information.
• Make a note of the order's date as well as the order

number.
• In a calm tone, describe what caused the inconvenience.
• There should be nothing left to the imagination.
• Accurate data and figures
• Inconveniences in terms of money, health, and mental

health.
• If necessary, the expected / actual loss as a result of the

computation is inconvenient.
• Be specific about the alternative compensations you

expect.
• Be passionate about the need for quick solutions to the

problem.
2. Types
Personal Complaint Letters - A Personal Complaint Letter is a letter

written by an individual on a personal level. These are letters written
by customers in order to receive a refund or a replacement for a
product. These are also used to express complaints about a service or
any issue that affects an individual or society as a whole.
Professional Complaint Letters - A Professional Complaint Letter is a

letter that is written on behalf of an organisation. These letters are
usually tied to professional things and services and are backed by an
organisation.
3. ADJUSTMENTS
Goodwill may be built by responding to client complaints quickly and

honestly. In response to the customer's complaint, the vendor may
provide changes as a means of soothing and/or satisfying them. When
complaints arise, the seller should do everything possible to resolve
the issues. The supplier should respond quickly to the concerns and
take advantage of the opportunity to build a relationship with the
client. Finally, the provider must assure the buyer's or customer's
fulfillment. Depending on the cause of the inconvenience, the vendor
may or may not make an effort to reimburse the customer.
The complaint letter is usually viewed as an opportunity for the seller

to satisfy and retain the consumer. So, regardless of the basis for the
complaint, each letter should be acknowledged as soon as possible. All
adjustment policies must be framed with the client in mind. However,
a business should not lose money indefinitely while making
improvements. Any of the following options may be chosen by the

seller and communicated to the buyer.
3.1. Adjustment policy
When a complaint is genuine, the vendor will make every effort to

recompense the customer. However, due to a variety of factors,
reimbursement may not be as expected by the consumer. The vendor
may believe that losing the customer will be more profitable in the
long term than compensating and retaining it. However, before
dismissing the complaint, the seller should think about its legal
implications. When dealing with complaints, the seller can choose one
of the policies described below.
The customer is always correct.
• The buyer is always trustworthy and realistic, according to the

supplier.
• Customers make valid claims
• Consumer retention is more significant than the expense of

compensating the customer.
Calculated compensation
Customers have faith in the seller. Simultaneously, the seller wishes to

review the customer complaints.
• The seller double-checks the validity of the complaints.
• Based on their policies, the seller calculates the amount of

compensation for the inconvenience.
• The cost and profit of keeping the customer are calculated by

the vendor.
Buyer beware
The customer isn't believed by the seller. The buyer is regarded as the
least significant by the seller. In most cases, the seller will not listen to
the customer's objections. Customers are viewed as mere manipulators
by them.
Possible adjustments:
Even if the buyer complains about the inconvenience, the seller has the
option to negotiate or make additional adjustments. Either of the
policies may be followed by the vendor. If the seller follows the first or
second policies, the seller will make modifications. When the vendor
follows the third policy, however, the complaint is simply ignored.
The vendor may compensate the customers by selecting one or more of
the following adjustments or a combination of adjustments.
• Financial compensation
• Goods replacement
• Future transaction offers
• Provide special deals
• Provide a longer credit period
If the seller agrees to make an adjustment based on the complaint, the

seller should send a complaint letter response that includes the
following items.
• Thank the customer for the opportunity to serve them.
• The adjustment letter should express regret for the trouble

caused to the buyer.
• The right explanation must be properly conveyed and the

buyer must be satisfied.
• Assure the consumer that appropriate and viable remedial

action will be taken.
• Request that the consumer complete the transaction.
• Don't go on the defense right once; instead, understand the

situation and reply.
• Feel sorry for the inconvenience you've caused your consumer,

as well as the financial, time, and energy losses he or she has
incurred. Everything will be easier if you get off to a good start.
In addition to the general concerns, the following points must be

addressed in the reply letter, depending on the validity of the
complaint.
When a customer's complaint is valid
• Apologize for your errors.
• Ascertain that the issue will not recur in the future
• Stay away from unnecessary explanations.
• Details of the change made
When the customer's complaint is unjustifiable
• Describe the situation and try to convince the customer to

accept your solution.
• Ensure fair reimbursement, even if it was not your fault.
• State the inability to make adjustments gently, rather than as a

matter of right.
• Gradually make the customer realize they are in your place.
Specimen Letter:
Example 1: Write a letter to the customer service manager of Ganesh

Electronics Pvt. Ltd. complaining about a defect in the music system

purchased from the store. Sign yourself as Gauri/Gaurav.
H.No.58 Block-D
Sector 26, Rohini
New Delhi- 110085
11 February 2021
To
Customer Service Manager
Ganesh Electronics Pvt. Ltd.
Rohini, New Delhi- 110085
Subject- Filing complaint about a defect in purchase no. MS-

845/07/2020
Dear Sir
I hereby write to complain regarding the defect in the music system

w.r.t bill no. MS-845/07/2020 was purchased on 11 January 2021 from
your store.
The music system worked properly for one month but it has not been
functioning properly for the past three days. The sound breaks whilst
the songs are being played and the system hangs multiple times.
Coupled with this, the songs stop playing abruptly and require the
system to be restarted. Since the music system is still in the warranty
period of six months, I wish to get it replaced at the earliest.
I request you to look into this matter without any delay and provide a
new working music system of the same brand. I have enclosed a copy
of the bill of purchase for your reference. Looking forward to your
early response.
Thanking you
Yours truly,
Gauri
Example 2: Complaint Letter for goods delivered in less quantity
Revathi Multimedia
5382 Western Church
Kolkatta
9th April 2021
Attn: Mr. Sanjay Kalra
Sales Manager
Long-Lasting Electronics
711 Ashutosh Mukherjee Road
Kolkatta - 200
Dear Mr. Kalra
Re. Order No. 475382
This is to inform you that the goods we ordered from your company
have not been supplied in exact quantity as ordered.
On 7th April 2021, our Firm – ‘Revathi Multimedia’ placed an order

with your firm ‘Long Lasting Electronics’ for 2,000 Cannon Camera
Rechargeable Batteries. The consignment arrived on 8th April 2021 but
there were only 200 batteries.
Those batteries were required on the designated date and your

mistake put us in an inconvenient situation. We had to make some
emergency purchases to fulfill our commitments towards our clients.
I am writing to ask you to up for the shortcoming and ensure that such
occurrences do not happen again. Otherwise, we may have to look
elsewhere for our supplies.
I look forward to hearing from you in return.
Yours sincerely.
Typed Name (Jaipuria Pathak)
Purchasing Officer
Example 3: Complaint Letter
BLUEMOUNTAINELECTRONICS, HOLI GATE, MATHURA.
1.8.2013
The Sales Manager,
HCL Info-systems Ltd.
Noida-20311, India.
Sub.: Complaint about damaged CPUs
Dear Sir,
I would like to draw your attention to the delivery of 35 computers

sent to us as per our order
No.3030. I regret to inform you that 3 CPUs have been received in a

damaged condition. Please
replace them with the right ones.
We would be thankful to you if you could replace them at the earliest.
Yours sincerely,
Anil Mehta.
Purchase Manager
Specimen Adjustment Letter:
Example 1: Adjustment Letter for Refund of Damaged Goods
Lake Covarde Supplies

B.S. Street,
Pune.
April 26th, 20...
Mr. Joel Johnson
Care2Care Pvt. Ltd.
2 Holt Street, Surry Hills
Pune.
Sub: Refund of Damaged Goods
Dear Mr. Joel Johnson,
I have just received your letter regarding the shipment of damaged

goods you received through Lake Covarde Supplies. I regret the
inconvenience that it has caused you.
As per your claim and details regarding the matter, it has been found
that your claim of Rs. 10000 for the broken furniture stands
legitimately. We have already dispatched the cheque through
registered mail at the address provided by you. It will reach your
doorsteps within 2 working days. The damage to your items was a
result of a mishap whilst transporting them. It was an unfortunate
accident and a big mistake that the items were not checked before
delivery. We take all the responsibility for the damage and the
inconvenience caused to you.
I must remind you to keep the damaged items in the same condition in
which you received them until our representatives can inspect them.
The inspection should take place within 2 weeks. You will be informed
beforehand so that you can provide us with the timings which suit you
the most.
I am sure that this unfortunate accident will not hamper our

relationship in the time to come.
Sincerely,
Nikilesh Ahuja, Customer Relations
Lake Covarde Supplies
Example 2: Sample letter
Richard Brooke
8th End Street, Mumbai
17th January 20XX
Centerville Bicycle Corporation
Mumbai
Ref – Complaint dated 15th January 2018
Dear Richard
This is about your complaint dated 15th January 2018. We are very
sorry that a broken bicycle had been delivered to your address. We
take these things very sincerely and can sympathize with you for the
inconvenience caused to you due to us.
In the meantime, we would like to replace your bicycle with a brand-

new bicycle of the same brand with no shipping costs to you. Our
delivery boy will come and collect the defective product and deliver
the brand-new bicycle. Also, we would like to gift you an Rs.5000 gift
card which can be used in any store, for the inconvenience caused to
you due to us. We hope that you will continue shopping with us.
Thanking You
Yours sincerely
Joe Mendes
PFA – Rs.5000 Gift Voucher, it can be used anywhere.
*******
CHAPTER – 7
NOTICES, RESPONSE & ANNOUNCEMENT
Introduction
Business communication, often known as formal communication, is an

important part of communication. Formal letters, memos, circulars,
and other types of corporate communication are all examples. A
notification is another crucial tool in the same category.
A notice is a mostly written statement that specifies the details of a

meeting. A notice is a circular that is circulated among the members of
a meeting to invite them to attend the meeting. It is a letter of
invitation that conveys the invitation to attend a meeting to the
members. The time, venue, date, and agenda of a meeting are all
included in the notification. The proper authority should provide the
notification promptly so that members can attend the meeting on time.
Notices are a type of official communication sent to a specific

individual or group of people. It's similar to a news item telling such a
person or people about a significant event. This can be an invitation to
a meeting, a notice of an upcoming event, a request for specific
instructions, or an appeal, among other things.
It is usually written and then displayed in a public place where

everyone may see it. They can be pinned to notice boards. It can even
be published in a newspaper if it is intended for a larger population.
When the government issues notices, they must be published in both
national and local newspapers.
1. Format of writing notice:
Because notices are formal documents, they should adhere to a

framework or format. Keep in mind that there is no one-size-fits-all
solution. There are some differences in the formats utilized by

different people/organizations. However, for consistency and ease of
understanding, it is best to stick to a common format. Let's take a look
at the most common notice format.
• Name of Issuing Organization/Authority:
Name of Issuing Organization/Authority: Print the name of the person

or company issuing the notices right at the top. This will assist the
reader in determining if the notices are important to him or not.
• Title:
When drafting notices, we include the word "NOTICE" in the title.

This aids in bringing the document to the attention of the reader.
Generally, notices are put in public places or published in newspapers.
They mustn't become lost in a sea of data. As a result, a prominent title
that is clearly stated aids in attracting attention.
• Date:
The date on which the notices were published is printed after the tile
on the left-hand side. Because this is a formal document, the date is
significant because these records are kept on file.
• Heading:
Then we move on to giving the notices a proper heading. The objective

of the notices should be made abundantly apparent in this heading.
• Body:
After the heading, the body of the notice is written in a concise and to-
the-point manner. The body of the notice contains the most important
information.
• Writer's Name:
At the end of the notices, we write the writer's name and designation.
To provide authority and validity to the notices, they must be signed

by the same individual.
Content
The content of notices should include certain key information that

should be addressed to the readers. Let us review the five points that
will be covered in the notice's content, or the five W's.
• What:
What is the purpose of the notice? What is going to happen (event) or

what has already happened should be clearly stated in the notice
(occasion). This is the most important part of the message and should
be written clearly. There should be no room for doubt.
• Where:
If the announcement is for an event, the location of the event must be

explicitly indicated. The venue or location is crucial information, so
make sure to include it in the announcement.
• When:
This is the event's or meeting's time and date. The timeframe of the
event should be given if possible so that participants may plan their
time accordingly.
• Who:
This is to whom the notice will be sent. To avoid confusion, it should

be stated who is responsible for adhering to the notification.
• Whom:
The last element to consider is who to contact or reach out to. This
specifies who should be contacted for further information.
2. Tips to Remember When Writing a Notice:
• Keep it short and sweet. Because the recommended length of

notification is 50 words, it's important to use clear phrasing.
• Since it is a formal mode of communication, the language used

should also be formal. There is no fancy text here.
• Shorten your sentences and use basic terms. Because notices

are usually short, it's preferable to keep things simple.
• As much as feasible, use passive voice.
• Put your notices in a box in the correct way. The appearance

should be neat and attractive to the eye.
Specimen of notice
Example 1:
On the occasion of Diwali, your housing society has planned a feast for
all its members. As the chairman of your society write a notice inviting
all the members of the society to this gathering. Provide all the
necessary details.
Ans:
Mannar Co-operative Housing Society
NOTICE
25th October 20...
Diwali Gathering
On the auspicious occasion of Diwali, the Society has organized a

gathering followed by dinner. All members of the society are
requested to attend the event in the clubhouse of the society at 8:00 pm
on the 30th of October.
XYZ
Chairman of Mannar Co-operative Housing Society
Example 2: Notice of statutory meeting of a company
Eastern Jute Mails Ltd.
102, New York C/A
New York-1000
Date: March 20, 2013
NOTICE FOR STATUTORY MEETING
Notice is hereby given that the statutory meeting of the company will
be held on March 30, 2012, at 12 p.m. in the registered office of the
company according to section ……………. Of company Act. 1994.
Concerned shareholders are requested to attend the meeting.
Mr. John
Secretary
On behalf of the board
Of directors.
Example 3: Notice of the meeting of the board of directors
Supto and Co. Ltd.
12 KDA- New York
New York- 9002
Date: March 10, 2013
NOTICE OF THE BOARD OF DIRECTOR’S MEETING
Dear Sir,
Being authorized I am informing you that the second meeting of the

Board of Directors will be held at the head office of the company on
March 20, 2013, at 10 a.m.
You are duly requested to attend the meeting.
Sincerely yours
John
Secretary
Agenda:
1. ……………………………
2…………………………….
3……………………………
3. Response
An entity's response letters are letters written in response to the initial

letter sent to them. Response letters may be addressed to the
company's clients who have specific issues, as well as to individuals
and groups who have inquiries and questions about a specific topic.
There are various forms of response letters, including:
1) Response letter to Enquiry
2) Response letter to Complaint
3) Response letter to Request
4) Response letter to Legal
3.1. Methods of writing response letter
I. Reviewing the Original Letter
1. Determine the original letter's request:
A response letter should answer the question posed in the initial letter.
Carefully read the original letter. Find out what the writer requires
and start thinking about how you can give the information.
• It's not always easy to figure out what a letter is requesting,

especially if the message isn't worded clearly. Examine the
letter to see what the original author requires of you.
• Take some notes on the letter if necessary to determine the

point. Make a list of what the letter is asking and how you
might respond.
2. If you don't already know, find out what information the letter
requests:
You may not be aware of the information requested in the letter you
received. Before responding to the letter, do everything you can to
figure out how to address the writer's question.
• The letter could, for example, inquire about the status of a job
application. If you're not involved in the recruiting process, call
the hiring manager to inquire about the status of your
application before responding.
3. Forward the letter to someone else if you aren’t qualified to

answer it:
People write letters to the general address or contact person on

occasion, especially in business. If you get a letter that you believe
someone else could better answer, forward it to them to respond to.
The recipient will receive the most accurate response possible as a
result of this.
• If the person to whom you delivered the letter may take some
time to react, it's a good idea to inform the original writer that
you've passed the letter on to someone who is better prepared
to respond. This informs the writer that their message has been
received and is being processed.
II. Constructing the Response
1. Address the letter to the person who requested the information:
Always begin with a courteous salutation, such as "Dear," and then the
person's name. Instead of using a generic greeting like "To Whom It
May Concern," greet the person directly. This seems cold and
impersonal as if the request was handled by a machine. Instead,
addressing the person by their first name is more personal and
demonstrates that this response was written with care.
• Use the titles Mr., Mrs., or Ms., followed by the person's last
name, if you don't know them personally. Use this instead if
the person has a well-known title, such as Dr.
• If you don't know the person's gender, call them by their first
name.
• As a general rule, start the letter with the same name and title
as the person who signed it. If they signed their letter "Dr.
Johnson," for instance, start your letter with "Dear Dr.
Johnson."
2. Declare that you're writing in response to the initial letter.
Let the reader know you're responding to their letter in the opening
sentence. This informs the reader that their letter has been received
and processed, as well as the message's purpose. [5]
• “I am writing in response to your letter dated June 13th,” is a

simple yet effective opener for a response letter.
• If you are not the person to whom the recipient addressed the
letter, state where you received it. "Our customer service agent,
Michelle Harris, forwarded your mail to me," for instance.
3. Respond to the person's question as directly as possible.
Get to the point of the letter after the introduction. Answer each issue
or concern raised in the person's initial letter to the best of your ability.
Make certain you've covered all of the bases so the person is satisfied
with your response.
• Explain what the original letter was asking for, and then
respond to the inquiry. “Your letter, for example, inquired as to
who the contact person for media queries is. Janet Walters is
the person in question. Her phone number and email address
are as follows.”
• Use a numbered list to answer each question for larger

questions. This is more readable and demonstrates that each
concern has been addressed.
• Be thorough but short. To react to the person's original query, a

few phrases should suffice.
4. Acknowledge clearly if you can’t fulfill the person’s request.
You may not always be able to meet a person's request. Tell it like it is.
Don't try to soften the blow with a long-winded response. A
straightforward, direct response to their inquiry would be much
appreciated by your receiver. To avoid offending your recipient,
remember to always be nice and apologize while doing so.
• When declining a request, always use a sympathetic tone, but

be strong in your response. "Unfortunately, I'm unable to fulfill
this request," you should say. We don't have the information
you require, and I can't predict when we will.”
• Ask the person for a response if you think you might be able to
answer the question with more information. “I'd like to
respond to your inquiry, but I need to learn more about your
condition first,” say. Please respond with the date of your

application and the name of the person you contacted at your
earliest convenience, and I will respond as soon as possible.”
5. Thank the person for writing.
Always be gracious and thank the recipient for their letter, whether or
not you were able to fulfill their request. This demonstrates that you
value their time and attention, as well as maintaining a healthy
relationship with the letter writer.
• Instead of a salutation, some people choose to begin their letter

with a thank-you. It doesn't matter where you put it as long as
you thank the person at some point.
6. Sign your name and title on the letter.
Finish the letter with a professional closure, such as "Sincerely," and

your name. Write your professional title below your name if you work
for a company.
• Leave space for your signature after printing your name,

whether you're handwriting or printing the letter. If you're
sending an email, you can just write your name.
7. Review the letter to make sure you’ve answered the person’s

question
If your receiver receives a response that does not answer their

questions, they will be disappointed. If you don’t, please the person,
you can lose a customer or end up with more work because you'll have
to react to another question later. Maintain the recipient's satisfaction
by responding to their request as correctly as possible. Double-check
your letter to ensure it contains all of the information from the original
letter. If something is missing, make sure to include it before sending
the mail.
• It's also beneficial to have a friend or co-worker read the letter.

They can put themselves in the position of the recipient and tell
you whether or not they would be satisfied with the response.
III. Using a Professional Tone
1. Make use of the standard business letter format.
All response letters should be seen as professional business

correspondence. To set the correct tone, write professionally and adopt
the standard business letter structure.
• Write your name, title, firm (if relevant), and address in the
upper left corner. Write the date beneath that. Finally, include
the person's full name and address in your response.
• Use 1-inch (2.5 cm) margins around the border of typed letters.
The text should be single-spaced with two spaces between
paragraphs.
• Use a 12-point font and a regular text setting if you're typing

the letter. If you're writing the letter by hand, be sure it's
legible.
2. Make the receiver believe you are pleased to receive their request.
This is especially vital if you own a company or provide a service. You

should always make others feel valued for their time and thoughts.
Thank them for their enquiry, and always write in a friendly,
welcoming tone.
• "Thank you so much for writing; we value hearing from you,"

for example, can make a significant difference in the tone of
your letter. Make it a practice to use phrases like these in your
communications.
• Never convey the impression that you are irritated with the
individual who is writing to you. It's preferable to be overly
friendly than to give the impression that you're furious or

annoyed.
3. Maintain simplicity in your letter so that your receiver can read it

fast.
Respect the time of your addressee. Expect them to read a three-page

letter when a single paragraph would suffice to address their question.
After you've addressed the original letter's complaint as best you can,
send the letter. Don't include any extra passages that aren't required in
the letter.
• If you're running a business or responding to a customer

service inquiry, this is very vital. If your consumer has to read a
long letter that could have been half the size, they may become
frustrated.
• Of course, don't be so brief that you don't respond to the

individual's inquiry. If anything necessitates a lot of
explanation, then supply it. Just don't go on and on or give
more information than is necessary.
4. Write properly so the recipient understands your response.
Don't use long sentences or terms that are difficult to understand.

Write in simple, straightforward language to avoid confusing your
reader. For this objective, shorter sentences are preferable.
• As a general rule, imagine your reader scrolling over the letter

rapidly. Are they going to be able to see all of your main
points? If not, work on improving your phrasing and making it
more apparent.
5. Avoid using jargon or technical terminology that the reader might

not be familiar with.
This has to do with being able to express yourself clearly in your

writing. Keep technical terminology out of your message unless you're

certain the recipient is an expert who will grasp them. Any technical
jargon should be replaced with non-technical language that anyone
can comprehend.
• "Would someone who doesn't do my work know what I'm

talking about?" is a good question to consider when editing
your letter. If not, modify your terminology such that it is
understandable to the general public. This is an effective
method of removing jargon from your writing.
6. Make sure your letter is error-free.
Your writing will appear unprofessional if it contains typos and other

errors. Always proofread your message to catch any errors in spelling,
grammar, structure, or flow. A few extra minutes of preparation could
transform your letter into something far more professional.
• Don't rely on spell check to catch all of your errors. Grammar

errors are generally missed by these programs. To detect your
mistakes, read the letter word for word.
• Have someone else read it if it's a highly significant letter, such

as one to a business partner. A fresh pair of eyes may be able to
spot errors that you have missed.
4. Announcement
A letter of the announcement is a letter that informs individuals about

a significant event or occasion that they should know about. Letters of
the announcement are often informal and summarise the event in
clear, short terms, as well as what action the recipient should take next.
A letter announcing the opening of a new business is written just

before it opens its doors.
4.1. How to Write an Announcement Letter

• Make it short and to the point,
• Personalize it by using the word "you" instead of "our

customers," "everyone," "clients," and so on.
• Include an introductory offer, such as a discount coupon or a

free consultation — whatever works best for your company.
Check to see if it's a real deal.
• Remember to provide contact information;
• Add some excitement to your message to tempt people to read

it; and
• Use basic language to avoid making it too confusing.
Sample announcement letter
To Whom It May Concern:
Grecian Furnishings is excited to kick off their new monthly furniture

sale!
Everything in our showroom will be reduced by at least 50% starting

November 1st, 2021! You won't find greater deals on the best chairs,
couches, recliners, and other home furnishings anywhere else in town.
On November 14th, join us for a special BBQ and live music in the
morning. On that day, we'll give you an extra 10% off anything in our
store.
Our entire stock must be sold! Come see us at 345 Greenlawn Road in
Lousiville for some fantastic furniture at unbeatable pricing!
Sincerely,
Grecian Furniture
Example 2: Opening a new branch
Dear Sir/Madam,
We take great pleasure to announce that on 1st October 2021 we are

opening a new branch of readymade garments at 15 Purana Street,
Chennai. The new branch is just the expression of customers' faith in
our products. Mr.Sunil Kumar our manager for the last 20 years will
be in charge of the new branch.
We welcome your visit to our new branch.
With thanks
Yours faithfully
Vinod.
******
UNIT - IV
CHAPTER – 1
REPORTS
Introduction
The term report comes from the Latin word 'reportare', which means
'to bring back.' Over time, it has come to mean that the information
acquired is unbiased and evidence-based over time.
A report is a well-organized collection of facts and data. It is the

fundamental instrument for making decisions. The data supplied in
the report is necessary for assessing progress and planning future
actions. Reports give organizations input that helps them plan for the
future.
Every executive must produce and distribute reports regularly. For

example, a bank manager provides a periodic report to the immediate
higher official on the status of deposits, loans, advances, and other
financial instruments over a given period. At the end of each day, a
foreman reports to the management on the status of the task under his
supervision. As a result, reports have become an integral part of our
life. We are required to submit a variety of reports in the course of our
employment, ranging from school reports to news reports on
television and radio. Frequently, the government creates committees
and commissions to report on a variety of social, political, and
economic topics.
The report assists management in evaluating, assessing, and

appraising employees as well as their organizational operations, and it
serves as a foundation for future planning and development. It aids
executives in maintaining effective control over situations and
improving the organizational structure. Large industries, which
employ thousands of people in many departments, must rely on
reports from multiple departmental heads and committees to bring

them all together.
A report is a summary of an occurrence given to people who were not

present at the time by someone who witnessed it. In summary, a
report is typically a piece of factual writing based on evidence that
contains organized information and/or analysis on a certain issue. It
has a formal tone to it and is created for a specific audience and
purpose. It goes into great detail about the subject and, if necessary,
includes conclusions and recommendations.
In today's business world, reports are critical to the success of a

company. Reports are the backbone of the establishment's thinking
process, and they play a significant role in the development of an
efficient or inefficient work environment. However, certain reports can
only be written after extensive research, experimentation, research,
surveys, and logical thinking. Expert advice, comments, and
recommendations are frequently included at the end of such papers.
1. Definition
C.A. Brown defines a report as communication from someone who has

to inform someone who wants to use that information. It describes the
events or individuals to someone who requires it. The business reports
are written by the individuals or by the committees as a part of their
regular duties.
According to the American Marketing Society, the purpose of a report

is “to convey the interested persons the whole result of the study
insufficient details and so arranged as to enable each reader to
comprehend the data and so determine for him the validity of
conclusions”.
2. Importance of report
Reports are written for a wide range of purposes. The following are
some of the most essential reasons for writing reports:
• To write down the results of an experiment (primary research

report/laboratory report).
• To present a portfolio of completed work (Project report)
• To keep track of research results or technological parameters

(details of the new product)
• To keep track of schedules, timetables, and other important

information (a report on a long-term plan)
• to keep track of the current situation (an inspection report)
• For future reference, to record and simplify difficult material (a

report on policies)
• To deliver knowledge to a huge group of people (Annual

report)
• To make recommendations for activities that could be taken to

solve certain situations (This is a recommendatory report.)
3. Characteristics of good report
1. Precision:
The purpose of effective reports is clearly stated. The examination,

analysis, and suggestions should all be focused on the report's main
goal. Precision offers the report uniformity and clarity, making it a
useful document.
2. Factual Specifications:
The report should be extremely complete and accurate. The purpose of

the report is to get into the detail; the details should be relevant to the
demands of the target audience. Inaccurate facts may lead to adverse
decisions because reports ultimately lead to decision-making.
3. Relevance:
The information supplied in a report has to be both accurate and

timely. Irrelevant facts make a report unclear; omitting important facts
makes it insufficient and likely to lead to misinformation.
4. Reader Focus:
An excellent report is constantly focused on the reader. It's important

to bear in mind who will be reading your report when you're writing
it. A report written for the general public will differ from one written
for technical experts.
5. Credibility of Recommendations:
Recommendations must be fair and impartial if they are given at the

end of the study. They should be the natural consequence of research
and analysis. They must not expose any of the writer's personal
interests.
6. Clear and simple language:
An excellent report is written in clear and simple language. It is a

professional document, thus it should be clear of various types of
terms and any poetic writing. It should be concise, straightforward,
and grammatically correct.
7. Brevity:
A report should be concise. Absolute definitions of brevity are difficult

to come by. It's also impossible to make brevity a rule. Only one thing
can be said: an excellent report is as brief as possible. Clarity should
not be sacrificed in the name of brevity. It shouldn't be done at the
expense of completeness. Sometimes the topic under investigation is
so important that it necessitates a thorough examination of the facts.
Then there's no need to avoid conversing about it. The kind of brevity
one advocates for a precise report is shortness. Include everything
important while remaining concise.
8. Format Specification:
Each report has its own format. That has to specify properly. For
example, the technical report follows a standard format that contains a
cover page, a title page, and a table of contents, appendices, table of
contents, and list of illustrations
9. Illustrations:
The majority of technical reports include appropriate illustrations,

which can be used in a variety of ways. Tables, charts, graphs,
sketches, and photographs are all examples of visual aids.
10. Homogeneity:
One issue should be addressed at a time in the report. All of the

report's sections should be devoted to that subject.
11. Documentation:
When technical reports are well documented, they gain additional

value by citing sources of information in a professional manner.
4. Types of business reports
It can classify in various ways,
Types
On the basis of
legal formalities On the On the On the basis of On the basis of the
to be complied basis of the basis of nature of number of persons
with frequency of function subject dealt entrusted with the
issue with drafting of reports
4.1. based on legal formalities to be complied with
• Formal
• Informal
Informal Report:
An informal report could be as basic as a completed standardized form

created by the organization, or it could be more complicated, such as
an informal proposal. Informal reports can be both informative and
analytical in nature. Informal reports may be distributed to both
internal and external audiences. An informal report is usually in the
form of person-to-person communication. It may range from a short,
almost fragmentary statement of facts on a single page, to a more
developed presentation taking several pages. An informal report is
usually submitted in the form of a letter or a memorandum.
Formal Report:
A formal report is written in a specific format and given to a specific

authority according to a set of rules.
Formal reports can be statutory or non-statutory.

a). Statutory report:
A statutory report is a report that is written and delivered under the

legal form and procedure. Statutory reports include those presented at
statutory meetings, directors' reports to annual general meetings,
annual returns, and auditors' reports.
b). Non-statutory reports:
Non-statutory reports are formal reports that are not required by law
but are created to assist management in formulating policies or
making other crucial decisions. A report can be classified as periodic
or special depending on how often it is published.
4.2. On the basis of the frequency of issue
• Periodic
• Special
a). Periodic or routine Report:
In the normal course of business, periodic or routine reports are

written and presented at predetermined intervals. Annually, semi-
annually, quarterly, monthly, fortnightly, weekly, or even daily, they
can be submitted. In most cases, such reports provide only a detailed
or summarized statement of facts, with no opinion or
recommendation. Bank branch managers report on the amount of
business transacted in a given period to the head office regularly.
b). Special Report
Special reports are focused on a certain event or scenario. Special

reports include reports on the feasibility of creating a new branch or
on employee unrest in a specific branch. Non-recurring issues are dealt
with in special reports.
4.3. On the basis of function
• Informative
• Interpretative
a). Informative Report:
It is informative if a report simply presents information about a

problem or a scenario. An informative report provides specific details
about an occurrence without providing any analysis or
recommendations. The reporter's job in this scenario is to convey the
facts or statistics without providing any explanation.
b). Interpretative Report:
It might be described as analytical, interpretative, or investigative if it

analyses the data, develops conclusions, and makes recommendations.
However, if it goes into the reasons for the lower production during
that time, it becomes analytical, interpretive, or investigative.
4.4. On the basis of the nature of the subject dealt with
• Problem- determining report
• Fact-finding report
• Performance report
• Technical report
a). Problem- determining report:
A Problem Analysis entails investigating a situation/problem for the

researcher to gain a better understanding of the issue and to suggest
practical methods for solving it. In a problem-solving report, we
attempt to identify the root causes of a problem or determine whether
the problem genuinely exists.
b). Fact-finding report
The term "fact-finding" refers to the process of gathering information

and identifying key details. When a lawyer is investigating a matter
for a client and interviewing witnesses to make sense of what
happened, this is an example of fact-finding. The term "fact-finding"
refers to the process of acquiring information. It's frequently part of an
early objective, such as preliminary study, to gather information for a
full investigation or hearing later on.
c). Performance report:
A performance report discusses the results of an activity or an

individual's effort. Actual results may be compared to a target or
benchmark, as well as the difference between the two figures. When
there is an unfavorable variance in a performance report, the recipient
is expected to take action. The baseline from which deviations are
derived is an important aspect of a performance report. Any outcomes
drawn from it will be invalid if the baseline is not reasonable. For
example, annual performance reports, periodic performance reports.
d). Technical report:
A technical report is a document that details the process, progress, or

results of technical or scientific study, as well as the current state of a
technical or scientific problem. It could also incorporate the research's
recommendations and conclusions. A technical report is a written
document created by a researcher that contains information regarding
the outcomes of a project. Procedures, design requirements, research
histories, photographs or illustrations, and other data related to the
project may be included in such a report.
4.5. On the basis of the number of persons entrusted with the

drafting of reports
• Reports by individuals
• Reports by committees or sub-committees
a). Reports by individuals:
Individual reports give our clients the essential information they need
to verify who they're dealing with, and they can also be used to keep
track of existing customers to ensure safe and secure business.
Individual reports are those submitted by the Branch Manager,
Personal Manager, Marketing Manager, Company Secretary, Auditor,
Solicitor, and others. These reports are closely tied to their respective
departments' activities.
b). Reports by committees or sub-committees
Reports on matters that affect more than one department are often
required, or they are so significant that more than one person is
assigned to them. Committees or sub-committees are constituted in
such instances to prepare reports. These reports are formal in language
and impersonal in tone, and they are written after the members have
discussed carefully and cautiously.
5. Selecting a suitable type of report
Before starting to create a report, a writer should think about the

following points.
(i) What type of report has been requested or is anticipated?
(ii) How much time has been scheduled out for the report's
preparation?
(iii) What is the report's purpose?
(iv) What specifically will be investigated?
(v) What information must be provided?
(vi) Who is the report intended for? Alternatively, who will

read the report?
(i) It's possible that the reporter was told to write a specific type of
report, or that there were standards to follow. However, in the vast
majority of cases, he will have to decide whether to make an informal
or formal report and if a formal report, whether it is a statutory or non-
statutory report. A reporter must be clear on the lines along which he
will design the content, form, and style of the report from the outset.
(ii). The amount of time the writer has been given to create the report
can provide useful insight into the type of report that is expected. If
time is limited, an informal report outlining a key feature of a problem
may be acceptable. However, if there is enough time to perform a full
investigation of the problem and, if necessary, conduct some research,
the reporter will be required to prepare a formal report with precise
conclusions and, possibly, specific recommendations.
(iii). Before choosing the type of report required, keep in mind the goal
of the report. If the writer is asked to prepare a report on whether his
company should open a new branch that will require a significant
initial investment, or whether merging into or collaborating with
another company is a good idea, these are very important issues that
require very carefully written formal reports.
(iv) Just as it's critical to remember the report's aim, it's also critical to
be continually aware of what exactly has to be researched and studied.
Such understanding will prevent a lot of unnecessary work while also
assisting in the inclusion of everything relevant to an issue and making
the report a full document in every way. Assume that a bank's
Development Manager has been asked to submit a report on the
feasibility of opening a branch in a new colony. What exactly will be
examined? (a) Is this a residential, business, or industrial community?
(a) Is it primarily industrial or commercial properties? (c) If it's a
residential neighborhood, how many people live there, what is their
overall style of living, and what is their potential saving capacity? Will
a review of these facts be sufficient? Is it possible that something vital

has gone unnoticed?
(v). While going over the company's old files or doing a market
survey, the owner is likely to come across several interesting details
that look to be important but aren't. It will be difficult to resist the urge
to incorporate them in the report.
(vi) Last but not least, consider who will be reading the report. If the
report is intended for the Research Director, it should include a
complete, step-by-step summary of the investigations conducted, as
well as detailed, minutely reported findings. If, on the other hand, the
report is being sent to the Managing Director, who you know has
implicit faith in you and is more interested in your ideas, they must be
highlighted both at the beginning and at the end. This is nicely stated
by B. Maude.21
…Be reader-oriented. Don't include any information which is

surplus to the readers’ requirements. If all he wants is a guideline to
help him reach a particular decision, don't offer him a mass of tests
and results and pages of statistics. If the report is to be considered by
a committee of laymen, include adequate background information,
avoid jargon, and stress your conclusions and recommendations.
6. Preparing a report
It's time to get down to business. Once you've determined the aim of
producing a report, the people for whom it's intended, the data to be
studied and included, and the amount of time you have available, as
well as the type of report you'll be writing, it's time to get to work. The
following five steps to writing a report are proposed in Write Better,
21 Maude, B. (1974). Practical communication for managers. Longman.

Speak Better.22
• Investigating the sources of information
• Taking notes
• Analyzing the data
• Making an outline
• Writing the report
Investigating the sources of information
Investigating information sources is a sort of digging. It must be done

correctly from the start. Of course, the scope of the investigation will
be determined by the length and significance of the report. Company
files, personal observation, interviews, correspondence,
questionnaires, and library research are all important sources of
information.
The majority of the pertinent information is already in the Company's

old files. There are occasions when precedents exist, and prior results
and recommendations can be extremely useful. As a result, it's
necessary to investigate the company's old files. Sales declines and
production costs rise are common occurrences. Their causes are
frequently the same as well. In these situations, old files may provide
useful information.
Personal observation will be very useful in reports on a fire accident or

the progress of a project. It is necessary to conduct an immediate
investigation to determine the cause of a fire or to determine why the
installation of a new plant is taking so long.
Customers' complaints regarding substandard service given by a
22 Grossman, M. R. (1938). Book Review: Write and Speak Better.

branch may require interviews. Interviews with people in the

administration could also be beneficial. Those interviews should be
meticulously recorded, with the names of the people interviewed, as
well as the time and location of the interview, clearly indicated. Letters
may be written to various people instead of conducting personal
interviews.
Library research can be valuable in reporting on a wide range of

topics. This contains previous and current issues of newspapers, trade
periodicals, and magazines, as well as basic reference books.
Note-taking:
Throughout the inquiry, the writer maintains track of anything that

looks to be relevant to the subject. So, there is no time to examine them
and figure out how they'll contribute to the final report. However,
when the writer continues to turn things over in his thoughts, a
pattern emerges, and he becomes clear on what is important and what
does not. It's a pretty wide pattern, but it provides the writer
something to work with.
Analyzing the data:
Now is the opportunity to examine the data collected in light of the

emerging pattern. A large amount of data will have to be discarded,
and there may be a need to acquire more data. At this point, the final
pattern will emerge. Because this is the most crucial stage in creating a
report, the writer should never rush through it.
Outlining:
Once the final pattern of the report has emerged in the writer's
thoughts, he should create an outline to help him write it. The problem
is described, the facts are documented, briefly investigated, and a
logical conclusion is reached in this framework. Although an outline is
not required, it can be highly useful when creating a systematic report.
Writing the report:
The final step is to write the report. It will be necessary to switch back
and forth between the outline and the notes regularly. A basic draft of
the report is first created. It is then rewritten, trimmed, and polished. If
the writer has more time on his hands, he may find it beneficial to
return to his rough copy after a couple of days. Because of the short
time frame, his revision work will be quite valuable. The writer should
also ensure that the report's language is basic, clear, and devoid of
grammatical errors. It's now time to type it up and submit it in a
suitable format.
******
CHAPTER – 2
LAYOUT OF REPORT
Introduction
The structure of a good business report must be clear, short, and easy
to understand for the target audience. Business reports, as the name
implies, are required to give data followed by required analysis to aid
senior management, investors, or business teams in making wise
decisions.
Different university departments or organisations are likely to have

their own preferred report structure and format. In the business world,
for example, businesses frequently publish a series of reports that all
follow the same pattern. As a general rule, reports are divided into
sections, each with a distinct header. In business, data in reports must
be easily accessible and prepared in a manner that the client can
interpret. This is one of the reasons reports are separated into sections
with clear titles and subheadings.
1. Organization of a report/ Structure of business reports
Business reports are widely employed in firms, and any executive who
can create an efficient report writing style would benefit greatly.
Business reports exist in a variety of formats, ranging from large
formal reports to shorter departmental reports. As a result, the writing
style should relate to the content of the report.
A report can be formatted in one of three ways:
1. Letter form
2. Memorandum form
3. Letter text combination

1.1. Letter form:
The format of a business letter is used in the case of short, informal

reports. The heading or title, date, address, greeting, body,
complementing closure, and signature are the main components. I or
we are the most common first-person pronouns. The letter's body can
be broken down into the following sections:
Introduction:
The terms of reference and the subject of study are presented in the
introductory lines. In this section, the writer explains the difficulty he
is facing in light of the terms of reference and the surrounding
circumstances.
Findings:
The investigation's findings are presented in the following paragraphs.
Recommendations
Recommendations: The last paragraph of the body contains

recommendations that logically follow the findings.
1.2. Memorandum form:
Using the memorandum form is a more straightforward method of

providing the report, as it eliminates the formality of the letterform. At
the top, the data is mentioned. The name of the person to whom the
report is addressed follows. The real text is then followed by the
conclusion. The report's text is organized into paragraphs with
headings and sub-headings, just like the letterform. To submit reports,
large corporations employ a variety of printed forms. This streamlines
the process and guarantees uniformity in style.
Sample Memo
Memorandum
01 January 2017
From Manager (Sales)
To Sales Executives (North Region)
CC Stores Manager (North Region)
Subject Discount Offers
The Company decided to increase the sales in the northern region by

introducing discount offers from next month. It is decided to give
discounts to those who purchase regularly for more than Rs. 5,000/-
per month.
You are requested to extract the details of the buyers buying more than
Rs. 5,000/- per month within 10 days and send the details to the head
office. Individualized offers will be given from the head office for each
customer in next 7 days.
1.3. Letter- text combination:
Combination of letters and text. Long reports are frequently written in

a letter–text format. A complete report in this form includes three
major parts:
I. Introductory parts
II. Body of the report
III. Supplementary Material
The complete outline of such a report is as follows:
I. Introductory Material
(a) Forwarding
(b) Title page,
(c) Preface,
(d) Acknowledgements,
(e) Contents,
(f) List of illustrations,
(g) Summary or Synopsis
II. Body of the Report
(a) Introduction
(i) Definition of problem
(ii) Methodology
(b) Findings
(c) Conclusions
(d) Recommendations
III. Supplementary Material
(a) Appendix
(b) List of References
(c) Bibliography
(d) Glossary
(e) Index
(f) Signature and designation
2. Structure/ Layout of Formal Reports
In general, long formal reports follow a recognized structure, made up

of a title page, table of contents, executive summary, introduction
section, the main body of the report, conclusions section,
recommendations, and appendices.
Title Page:
The title page identifies the report, as its name implies so that it can be
given to those who are authorized to receive it. The title page should
also provide enough information to allow the report to be easily
retrieved once it has been stored. This page should be well-designed
because it is the first thing the reader sees, and first impressions are
crucial!
Table of Contents:
The table of contents lists the main sections or chapters that appear in
the report and the page number for each.
Executive Summary:
In a business report, the executive summary is quite significant. Its

purpose is to give busy people a quick summary of the report's
contents. As a result, the executive should find the summary engaging
enough to return to the report when he or she has more time! The
summary should contain the report's objective(s), main results,
conclusions, or recommendations, and should be between 350 and 550
words long. Some lengthy reports, on the other hand, focus on
providing a summary of the results or suggestions.
Introduction section:
The opening should state the report's goals and objectives as well as
provide background information on the topic under investigation or
discussion. Furthermore, the report's author(s) should describe how
the data included in the report was acquired, as well as how the report
is formatted.
The main body of the report:
This section summarizes the most important results related to the

report's topic. These findings should be presented clearly and logically
so that the reader can easily follow the author's line of reasoning. The
most important findings are usually placed towards the beginning of
the section. To split huge sections of text down into smaller
paragraphs, utilize a system of headings, subheadings, and numbers.
Conclusions Section:
The main findings are evaluated in this section. Any findings drawn
should be fair and unbiased, and should not be used to showcase the
author's personal preferences.
Recommendations:
Recommendations for additional action should only be offered if the

study's specific goals or terms of reference require them to be included
in the final report. Any suggestions offered should be provided in
order of significance and expressed clearly and concisely so that the
readers understand the author's goals.
Bibliography:
The publications consulted by the writer are listed in the bibliography

if the report is based on a detailed study. The bibliography may
include works that have been suggested for additional research.
Appendices:
Large volumes of data or statistics are sometimes difficult to

incorporate into the main findings. As a result, this data might be
included as an appendix after the report. The appendix should be
mentioned explicitly in the main section of the report. When a report
must contain multiple extensive tables of data, this method is
extremely useful.
Glossary:
It is a list of technical terms used in reports, as well as their definitions.

It is entirely up to the writer to decide whether these words should be
placed at the beginning, end, or in footnotes. Furthermore, whether or

not a glossary is required depends entirely on who will be reading the
report. There is no need to include a glossary in the report if it will be
read by informed persons who are already familiar with the terms.
Signature:
The person(s) who has (have) filed the report must date and sign it. If a
report prepared by a committee or a sub-committee is extremely
significant, all members of the committee or sub-committee may sign
it; otherwise, the Chairman's signature will suffice. Only the assenting
members may sign the report if it is not unanimous. Members who
disagree with the majority report may submit a separate minority
report or sign the majority report with a note of disagreement.
Finally, proofread the report before printing to check that there are no
spelling issues and that the page numbers in the table of contents
corresponding to the pages on which the report's headers appear!
******
CHAPTER – 3
FORMS OF REPORT
Introduction
A report is a systematic presentation of information and facts. It gives

managers with feedback on numerous facets of the company. A report
contains the data necessary for analysing and evaluating progress,
planning future actions, and making decisions. Every organisation has
a system in place for reporting on the progress and status of various
activities on a regular basis. In addition, management assigns some
special studies in order to make decisions.
There are a variety of reasons why reports are written. They will be
expected to assess performance, monitor ongoing activities, plan for
the organization's future needs, do market research, and produce
standardised data and so on.
1. Report for publication
The process of producing and sharing research findings to the

scientific community is known as data publication and reporting.
Guidelines for preparing a report for publication:
Covers
Contents
Front Matter:
Frontmatter includes everything before the body of the report, such as

the letter from the Secretary, title page, acknowledgments, disclaimer,
foreword, contents, list of exhibits, and executive summary are all
included in the report. The following is the sequence in which the front
matter elements appear.
Title page
The title page includes the publication's actual, correct title. The date of
publishing could also be included on the title page (month and year
with no comma between them).
Acknowledgments:
On the back of the title page, there are acknowledgments. The author
mentions or expresses gratitude in this section.
Executive summary:
For reports longer than 50 pages, an executive summary is strongly

suggested. The executive summary should be no more than five
single-spaced pages long and contain only the information that readers
need to grasp the report's premise.
End matter
Everything after the report's body is referred to as end matter.
Body of the report:
The primary text of the report is called the body of the report.
Disclaimer
Appendixes:
When essential information is either too long or too detailed to fit into
the report's main text, it is supplied in one or more appendices.
Appendices may also incorporate charts or graphs.
References or Works Cited
2. Periodic Reports
A periodic report, also known as a recurring report, is a written

document that recaps occurrences since the previous periodic report
was prepared. Federal agencies, corporations, non-profits, and other
institutions all produce periodic reports. Periodic reports often include

the same basic collection of data and rely on numerical data to provide
a snapshot of a specific period.
Incident reports, sales reports, progress reports, feasibility reports, and

site reports are the five basic forms of periodic reports. Incident reports
document the origins and consequences of specific incidents. An
incident report, for example, would be generated after a company
amalgamated or changed management. An incident report aids in the
identification of successful business tactics. A company's development
and success are tracked through sales reports. This study is very useful
for examining the benefits and drawbacks of marketing techniques.
Both progress reports and site reports have a lot in common. Progress
reports keep track of overall business activity as well as individual
improvements. A site report examines business operations as well, but
it also contains suggestions for improvement. A feasibility report, the
last type of periodic report, is intended to examine whether a change
of strategy is possible or in the best interests of the company.
2.1. Steps to writing the periodic report:
This guide will walk you through the steps of creating a successful
periodic report for your company, business unit, or site. This strategy
is universal and can be used practically anywhere, and it is guaranteed
to impress, inform, and influence.23
Step 1: Gather the facts and data you'll need to fill out your report.
It may include Performance, current state, obstacles experienced over

the period, and activities undertaken are all examples of information
or data (and not undertaken).
23 https://www.wikihow.com/Write-a-Periodic-Report
Step 2: Begin with a brief sentence or paragraph of no more than

four lines.
The report should start with a broad remark about how the
facility/organization/unit did over the period, indicating whether it
was average, excellent, or below par. Next, if there were major hurdles,
state them as briefly as possible and refer to a section of the report
where the obstacles are detailed in greater depth. This part must be
concise, therefore just include a maximum of two unresolved
difficulties, preferably one.
Step 3: The summary should be followed by a factual presentation

of performance.
When available, compare actual results to targets, starting with the

most important performance goal and working your way down. Use
summarised and total statistics and keep this section to one page, with
appendices for more thorough information. Use tables, charts, and
other visual aids to illustrate your points, and give one-sentence
explanations for both positive and negative performance. Write them
out in the following thematic order if the performance is qualitative
rather than quantitative: objective - activity - results achieved. After
showcasing the accomplishment, discuss the reasons that contributed
to the success, both pro, and con, possibly using numbered/bulleted
lists.
Step 4: Take note of the present state of key resources.
These are the resources that allow you to realize your goals, such as
people, machinery, facilities, energy resources, budget, cash, and so
on. If any of these presented a problem throughout the time, identify
the person/office to whom you addressed the problem and what action
was taken (or is being done) to resolve it (include the dates of the
communication and other relevant details). Include the hazards linked
with the unresolved difficulties too, as well as estimating the future

impact. Tables are commonly used to arrange this section.
Step 5: Describe the activities that occurred during the time period.
Include actions that were supposed to be done but weren't due to a

variety of factors (which must be stated as well). Include the present
state and the next step action awaited, as well as the
person/stakeholder involved, for activities that are long-term in nature
and potentially affect performance.
Step 6: Make the appendices section ready.
This should include information that can be used to back up

information in the report.
Step 7: Examine the report for spelling and grammar errors.
Allow someone to assist you with this final step if at all possible.
Verify that the facts are correct and that they are conveyed most
straightforwardly feasible using plain language. Check any grammar
and spelling issues, then make any required corrections.
Step 8: Submit and follow up
Send in the report and make sure to follow up on the action items.
3. Reports to Shareholders/ Annual Reports:
Most public firms use the annual report to shareholders to

communicate corporate information to their shareholders. An annual
business report is a report that is written and issued after each
accounting year. An annual report is one of the many publications that
businesses produce. At the end of each accounting year, all public
limited companies are required to prepare a report for their
shareholders. An annual report contains the company's audited
accounts, as well as the auditor's report, the director's report, and any
additional presentations on the company's funds, performance, and
activities.
3.1. Contents of Annual Business Reports:
• Company profile: In today's world, corporations frequently

start their annual reports with a general corporate profile. The
company profile includes information on the company's basic
business activity, mission, vision, goals, and policies.
• Message from the chairman: A message to shareholders is

delivered by the chairman of the board of directors. In his
address, the chairman discusses the company's general
operations, aims, previous year's performance, future plans,
contribution to the economy, employment conditions, labour
relations, accounting methods, and prospects.
• Composition of Board of Directors: The board of directors'

composition is an important part of the annual report. The
names and addresses of all directors are listed in this section.
• Management Structure: In their annual reports, some firms

reveal their management structure.
• Shareholding pattern: In recent times, the annual report

separates the capital structure of the company and the
shareholding pattern of the directors and the public. This
information is required to assess whether the firm is owned by
a few directors or by the general public. It can also be used to
help with the company's corporate governance.
• Notice of Annual General Meeting: An annual report usually

includes a notice of the annual general meeting. The goal of
this notice is to notify shareholders of the next annual general
meeting's date and location.
• Director’s report: The directors prepare a brief summary of the

company's operations, known as the directors’ report. On

behalf of the Board of Directors, this report provides an
overview of the company.
• Auditor’s report: The corporation must compile a balance

sheet, profit and loss account, cash flow statement, and other
related records to support the accounts at the conclusion of the
accounting year. Accounts must be audited after they have
been prepared. The auditors issued an auditor's report
certificate, which is included in the annual report.
• Audited financial statements: An annual business report's

essential component is audited financial statements. The profit
and loss account, often known as the income statement, as well
as the balance sheet, cash flow statement, and owner's equity
statement, are all included in this section. These financial
documents detail the company's financial health, including
profits, assets, and external liabilities.
4. Board of Directors Report

The Board's Report is a vital communication between a company's
Board of Directors and its shareholders. Its purpose is to keep
shareholders informed about the company's performance and
numerous other factors, such as its primary policies, relevant
management changes, future expansion, modernization, and
diversification programs, capitalization or reserves, and so on. It also
allows lenders, bankers, the government, and the general public to
assess the company's performance and gain insight into the company's
future growth and profitability.
A director's report is a financial statement given by a company's board

of directors to its shareholders. It is planned to reveal the company's
financial situation by revealing the company's affairs and scope of
operation, as well as its subsidiaries. It is essentially a financial recap

of the company for the entire fiscal year, as well as a future outlook.
4.1. The objective of the Directors’ report:
In order to maintain openness in the firm, a director of the company

must produce and present a report to the company's shareholders at
each annual general meeting. It assists company stakeholders in
comprehending the company's existing financial state and future
scope, as well as:
• The company's current financial situation
• Company's capacity to diversify and grow
• Company's existing market status and position, as well as

potential scope and growth
• Whether the company is adhering to current norms, standards,

and social responsibility as mandated by regulators such as the
ROC, RBI, and SEBI, among others.
4.2. What does the directors’ report cover?
• Company’s description and details of current shareholders and

other key managerial personnel’s
• Directors’ description submitting director’s report
• Trading activities of companies are described in detail.
• The company's future vision and prospectus
• Submission and description of financial records and statements

of the company before members
• Current Balance sheet, profit and loss, and cash flow

description along with auditor’s report
• Dividend recommendation for the current financial year

• Any financial event that could have an impact on the

company's financial condition in the future
5. Report to Creditors
Management requires reports in order to assess the company's current,

historical, and future 'health.' They must make decisions based on the
reports to expand the company. - Investors must review the reports to
assess whether investing money or goods in the company is a sensible
option. Creditors must examine reports to determine whether the
company has sufficient cash flow, equity, or assets to support a new
loan, as well as whether the institution will lend the money and how
much it will lend. The government requires reports to determine
whether the company complies with OHS and other relevant laws.
A credit report is a report that summarizes your credit history. Your

lender – including banks and non-banking financial institutions –
sends information to the credit bureaus, which consolidate the data
from different lenders into a single credit report.
A creditor is a person or corporation that has provided a borrower

with financing or a credit product. Instead of obtaining full payment
upfront, the Creditor will receive smaller (typically monthly)
payments from the Debtor (borrower) over a predetermined period.
When you create an account with a Creditor (such as a bank, car

lending company, or mortgage lender), the account information
should be reported to one or more Credit Reference Agencies. This
reported account information, which comes from a variety of sources,
usually makes up the majority of the credit history that appears on
your credit report.
6. Auditor Report
An auditor's report is a written letter from the auditor stating whether

the financial statements of a firm comply with generally Accepted
Accounting Principles (GAAP) and are free of substantial

misrepresentation. The company's annual report usually includes an
independent and external audit report. Banks and creditors demand
an audit of a company's financial statements before lending to them,
therefore the auditor's report is crucial.
An auditor's report expresses a judgment on the financial statements

of a company's validity and reliability. An auditor's report's purpose is
to provide reasonable assurance that a company's financial statements
are error-free. Auditors' reports, together with balance sheets, profit
and loss statements, and director's reports, are part of a company's
statutory accounts.
An auditor's report, on the other hand, does not assess whether a

company is a worthwhile investment. In addition, the audit report
does not include a review of the company's earnings for the period.
Instead, the report is essentially a measure of the financial statements'
credibility.
6.1. A typical auditor's report will state:
• The company that has been audited and what their accounting
method is
• The responsibility of the auditor and their report
• Reservations (if any)
• Conclusion
• Any additional information
• A management report
• The date and auditor’s signature
• Opinion in an Audit Report
There are primarily two kinds of opinions issued by an auditor in his /

her audit report:
• Unmodified Opinion (also called Unqualified report)
• Modified Opinion (also called Qualified report)
Unmodified Opinion
Issued for any audit in which the auditor is satisfied that the financial
statements present an accurate and fair picture of an enterprise's
operations and transactions over a while. A ‘Clean Report' is an audit
report that has an Unmodified Opinion. Users of financial statements
and annual reports of an enterprise gain confidence from an
unmodified report. It gives the appearance that the financial
statements are reasonably free of errors and that the results presented
are accurate and fair.
Modified Opinion
A Modified Opinion is issued in the audit report when the auditor has
particular findings during his or her audit and determines that an
Unmodified Opinion cannot be issued owing to the nature of the
findings. An auditor's decision to provide a Modified Opinion is based
on two main factors:
1.The financial statements have a considerable degree of significant

falsification, according to the audit and proof.
2. Unable to obtain sufficient and appropriate pieces of evidence to

conclude that the financial statements are free from material significant
misstatements.
According to the results and conditions, three types of modified

opinions are issued:
• Adverse Opinion
• Qualified Opinion
• Disclaimer of Opinion
Adverse Opinion
The auditor must provide an adverse opinion if he thinks, based on the

evidence received and processes completed, that there are serious
misstatements in the financial statements with a high impact.
Qualified Opinion
A Qualified Opinion is given in a situation where:
• The auditor concludes that misstatements are major but the

impact is not so high that it would render the whole financial
statements unacceptable; or
• The auditor is unable to obtain sufficient or appropriate audit

evidence but concludes that there are indications of
misstatements in the financial statements (but the degree is not
high).
Disclaimer of Opinion
When an auditor determines that he or she will not be able to gather

sufficient and acceptable evidence, he or she must issue a Disclaimer
of Opinion. The auditor is unable to make any opinion in this situation
and so declines to provide an opinion on the financial statements. The
degree and impact of major misstatements are large enough.
7. Reports of Investigations and Enquiries
The act or process of conducting an investigation; a thorough search or

inspection to uncover facts, etc.
To investigate means to conduct a systematic or formal investigation

into the facts of an incident in order to determine the truth. An
investigation refers to an examination of a company's affairs
concerning elements of the Companies Act. Although this may not be
the only reason, the major goal of such investigations is to acquire any
proof or information regarding any corporate wrongdoing.
Investigations may also be conducted to determine a company's profits
and losses, as well as its assets and liabilities.
7.1. Initial action on receiving a complaint
Receipt of completed investigation forms and notification to the

registrant(s) involved that a complaint is being investigated against
them.
7.2. Investigating the complaint
Obtain proof, such as copies of clinical records from optical clinics or

hospitals, as well as witness statements from the individual who filed
the complaint (“the complainant”) or other witnesses. Send the
registrant(s) all of the evidence that has been obtained and offer them
the opportunity to make formal representations concerning the
complaint. The Investigation Committee will assess the complaint after
the complainant has had the opportunity to comment on the
registrant's written statements.
7.3. Organizing and Writing the Report:
• What are the most important elements?
• What is the best way to organize the sections?
• What should each section contain?
7.4. The Critical Elements:
• The factual issue
• The relevant policy
• The evidence
• The analysis
• The conclusion
8. Basic Investigation Report Structure
a). The Beginning
• Executive Summary
• Complaint Summary
• Investigation Summary
• Conclusion Summary
b). The Middle
• Factual Background
• Scope of the Investigation
• Evidence Considered
• Analysis of the Evidence
c). The End
• Findings of Fact
• Conclusion(s)
• Sign & Date
• Exhibits
8.1. How to Format an Investigation Report:

Make a cover page. Put the title of the report in the bottom right
corner. Determine who is seeking the report. Please specify the month
and year in which the report was completed. Name the firm or person
who conducted the inquiry and wrote the report. Provide the address
and phone number of the company or individual.
Determine the location of the investigation. A car accident scene, a

rubbish disposal location, and a construction site are all examples.

Please include a street address, as well as the nation and state. Write a
quick summary of the investigation's type, whether it's criminal,
environmental, or accident-related.
Determine the standards that the writers followed in conducting the

study and writing the report. “The inquiry was conducted under
Police Officer's Accident Re-Construction Regulations as outlined in
the Department's Manual,” for example.
Make a page for certificates. Have the investigators and report writers
attest to the accuracy and completeness of the data in the report. All
signatures should be validated.
Make a table of contents for your document. Introduction, physical

location, prior investigations, current investigations, findings,
references, recommendations, and appendices should all be included
in the report. To introduce the relevant text, use subtitles with these
themes.
Write an introduction that explains the goal of the inquiry. Give some
background information and say whether or not this is a part of a
bigger investigation. If that's the case, specify the following step. “This
investigation was conducted to evaluate whether there is sufficient
evidence to prosecute one of the parties with criminal misconduct,” for
example. The results will be presented to a grand jury as the next
step.”
Describe the investigation's physical setting. Make a list of landmarks.

“The site is 10 miles south of Anderson Memorial Hospital, on a highly
wooded ten-acre parcel of land,” for example.
"Prior Investigations" should be the title of the following section.

Determine who carried out previous investigations. Previous reports'
titles and dates should be included. Discuss previous findings briefly.
Explain how the previous findings differ from those in the current
study, if appropriate.
Make a section called "Current Investigation". Determine who

conducted the investigation and what methods they used. Identify any
labs that conducted tests on samples collected during the
investigation. For example, “Smith Laboratories evaluated the control
samples gathered from seven monitoring wells on the property for
quality control.”
Create a separate section for "Findings." Create subsections with

distinct titles. Subsections can be titled "surface water results" or "soil
boring logs," for example. Indicate whether the findings will be
presented in tables or graphs, as well as the page numbers for each.
In a section titled "Recommendations," summarize the investigation.

Discuss the relevance of the findings and, if required, make
recommendations for further action. Criminal investigators, for
example, may come to the conclusion that more witness interviews are
required.
Add charts and tables to the "Appendices" section. Transcripts of

interviews with parties and eyewitnesses should be sent.
Make a section for "References" at the end. Determine the papers,

instructions, and regulations the investigators used.
SPECIMEN REPORTS:
Example 1: Independence Day was celebrated in your college.
District Magistrate, SRI MANJUNATH, I.A.S was the Chief Guest.
Write a report on the function describing all the activities that took
place. Assume you are a Student Union Chairman.
Christ college celebrated Independence Day with great enthusiasm

and patriotic fervour. On the morning of August 14, 2020, our students
presented hand-made greeting cards and tri-color flag badges to the

senior management functionaries of the college.
The cultural program at college commenced with everyone singing

‘Vande Mataram’ followed by flag hoisting by the chief guest, SRI
MANJUNATH, I.A.S, the District Magistrate.
The spirit of freedom and nationalism was well exhibited by the

students as well as the teachers through a spectrum of patriotic poems,
speeches, quizzes on freedom fighters, songs, and dance.
Committed to the task of nation-building, both faculty and student

teachers pledged to serve their motherland through spreading
education and serving the community. A presentation on the historical
evolution of the national flag of India was shown.
A documentary on the contribution of unsung heroes of the Indian

freedom struggle like Tirupur Kumaran, Kamla Devi Chattopadhyay,
and Khudiram Bose enlightened the audience.
A few of them spoke on the history and significance of Independence

Day and shed light on the special highlight of celebrations this year
It ended with a speech by the principal on the topic, “What does

freedom mean to me?” The celebration concluded with the inspiring
words of the principal, followed by the National Anthem and the
distribution of refreshments.
Example 2: Report on Reasons for the drop in sales
From
A.T. Salim Durrani,
Sales Manager,
Calcutta.
16th May 2000

To
R.G. Nawaz Khan,
Sales Director,
Calcutta.
REASONS FOR DROP IN SALES
It is a fact that annual sales during 1999 have dropped down by 35%
compared to the figures in recent years. After intense study, I have
reasoned out the causes for the downtrend. I give below the same.
(1) Our Recent Price Hike
You will agree with me that the company has increased the price of all
the products ranging from 10% to 25% at the beginning of 1999.
Surprisingly, our immediate competitors have reduced their prices
ranging from 5% to 12%. Given this, the gap between ours and these
competitors has increased.
It is a known fact that our quality of the product is quite good and
everyone knows in the market that our competitors sell products of
equally good quality. Under these circumstances, it is obvious that a
higher-priced brand cannot expect to win in the rat race.
(2) Decline in Quality of After–Sales Service
In the past, our company was very popular for extending excellent
after-sales service. For your information, the same has not been the
case in the last two years. For technical products, servicing plays a
major role in the acceptance by customers.
While I checked up with our Service Manager, the reasons for the
deterioration in the quality of service, I am told that in the last two
years, many service engineers have left the organization to take up
lucrative jobs in middle-east countries.
(3) Sales Incentive
Our management does not adopt the policy of giving incentives to

salespeople for overshooting the sales target. Our close competitors
motivate the sales force by offering good sales incentives by cash.
Above three major factors have contributed to the decline of sales in

our company during 1999. Unless immediate action is taken, we
cannot hope to come out of the present crisis.
Following are my recommendations to win back our past glory.
(1) To change Discount Structure
While prices have been increased, the only way to match the prices of
competitors is to alter our discount structure. When the volume of
business is high, a good discount should be offered
(2) Tuning up of After-Sales Service
Existing vacancies created by those who have resigned should be filled

up soon. We should attract good talent from the competitors by
offering good salaries. Some fresh engineers can be taken and given
extensive factory training before sending to the field.
(3) Motivation by Sales Incentive
While the annual sales target, is fixed, everyone in the sales force
should be given an attractive incentive for crossing the sales target for
the year. This will motivate them well.
I have come out with my reasoning regarding the drop in sales and
suggested a suitable remedy. I request that the management can look
into my recommendations and implement them so that we can take
off.
(A.T. SALIM DURRANI)
SALES MANAGER
Example 3: Business Reports on Marketing Strategy
From
R. Mahesh Kulkarni,
Marketing Manager,
Mumbai.
13th April 2000
To
A.T. Prakash Khanna,
Marketing Director,
Mumbai.
MARKETING STRATEGY
It is with pleasure, I give this report regarding the marketing strategy

to be adopted in introducing Water Analyser as our new product.
Before getting into the propagation of the new product, the actual
market segments which will use this product will be listed. They are
the same as below.
(1) Process industries
(2) Water reservoirs and swimming pools
(3) Aquaculture
(4) Water testing laboratories
(5) Engineering institutes offering a course in instrumentation
(A) Preparation of Mailing List
All the possible users coming under the above market segments will
be identified from various directories relating to them. They will be
fed to the computer and a detailed database will be created and

constantly updated.
(B) Sending Information
The addresses of possible customers will be retrieved from the

database and a detailed write-up of the product will be sent to all of
them highlighting the efficacy.
(C) Arranging Live Demo
To important customers, every branch office will conduct a live

demonstration of the product at the customer’s site. The product can
be left with the customer for few days so that they can use the product
and satisfy themselves with the quality of the product.
(D) Participation in Exhibition
Trade Fairs and exhibitions are conducted throughout the country on

different dates. In such of those where the target audience can be
expected to visit, our new product will be exhibited and a live demo
conducted.
(E) Strengthening After-Sales Service
Service engineers will be trained well so that the best after-sales

service is rendered to the customers.
(F) Training Customer’s Engineers
After selling the product to customers, our engineers during their

routine visits can drop in at the customer’s site and train their service
engineers on the troubleshooting.
(G) Sending Questionnaire to Customers
To check the degree of satisfaction from the customers, a questionnaire

will be sent to them with a request to fill up the same and return. This
will give good feedback.
(H) Taking Corrective Action
Once the feedback is received from the customers, if anything is to be

attended to, the same will be looked into.
By paying the best attention to customers, the market will be well

established and sustained.
(R. MAHESH KULKARNI)
MARKETING MANAGER
******
UNIT - V
CHAPTER – 1
PRESS NOTES AND SPEECHES
Introduction- Press notes
It is a statement released to the media by a state, department, or

government for publication or broadcast.
A press release, also known as a press release, news release, media

release, press statement, or video release, is a written or recorded
message sent to members of the news media to announce something
truly significant. They're usually sent, faxed, or e-mailed to assignment
editors at newspapers, magazines, radio stations, and television
stations or networks. The way press releases are submitted has
changed thanks to the internet. Commercial, fee-based press release
distribution services, such as news wire services, and free online
services coexist, lowering the cost of news delivery and leveling the
playing field for small enterprises. Such websites maintain a database
of press releases and claim to make a company's news more visible on
the internet and searchable through major search engines.
In the field of public relations, news releases are commonly used (PR).
The goal is usually to gain favourable media attention for the PR
professional's client and/or to provide publicity for the client's
products or events. A press release is a piece of information that gives
reporters the essential information they need to write a story.
Scheduled events, personal promotions, awards, new products and
services, sales and other financial statistics, successes, and so on are all
examples of news items that can be announced through press releases.
They are frequently utilized to generate a feature story or to announce

press conferences, future events, or a shift in the organisation.
Churnalism is the uncritical or excessive usage of press releases by
journalists. Churnalism is a type of journalism in which pre-packaged

information such as press releases, wire reports, and other types of
pre-packaged material is used to make pieces in newspapers and other
news media in order to satisfy increasing time and expense
constraints. A press release is a document that provides information to
journalists. This is a formal announcement or description of a news
story that is prepared and distributed to newspapers and other news
organizations for distribution to the general audience.
1. Origins
Ivy Lee wrote the first contemporary press releases. At the time of the
1906 Atlantic City train crash, Lee's firm was collaborating with the
Pennsylvania Railroad. Before different versions of the tale, or
assumptions, could be spread among them and reported, Ivy Lee and
the corporation worked to send the very first press release made
directly to the media. In addition to bringing journalists and
photographers to the scene, he was using a press release to create open
communication with the media.
Later, Edward Bernays, a public relations pioneer, developed and

popularized press releases.
There are three basic categories of press releases:
2. Steps to write Press Release:
1. Create a headline:
It should be short, straightforward, and to the point: a simple version

of the main idea of the press release. Many PR experts advise creating
your headline last, after the rest of the release has been completed. If
you follow that suggestion, go ahead and finish the rest of the project
before returning to write the headline.
The headlines are bold:

The font size of a bold headline is usually greater than the body
material. In certain instances, traditional press release headlines
employ the present tense and remove "a" and "the," as well as versions
of the verb "to be."
The first word is capitalized:
All proper nouns are in this category. Although utilizing a stylized

"small caps" font style might provide a more graphically news-
attractive appearance and feel, most headline words appear in lower-
case characters. You don't have to capitalize every word.
Important keywords should be extracted:
Extracting the most main keyword from your press release is the
simplest way to build a news release headline. Give a sensible and
attention-getting statement using these keywords. The same criteria
apply if a summary sentence follows the headline. Using keywords
early in the press release can improve your presence in search engines
and make it easier for journalists and readers to understand the
material. Examine the first step's actions and consider how each one
may be a press release headline.
2. Write the body copy:
The press release should be written as if it were going to be published

in the news. And keep in mind that most journalists are extremely
busy and do not have time to investigate your company's major
announcement, so almost all of what you try writing for your press
release will be used by the journalists in their coverage of your event.
This is where you'll put whatever you want them to say. Begin by
noting the date and location of the press release. If the city will be
confusing, such as if the announcement is prepared in New York
regarding occurrences at the company's Chicago division, the city may
be deleted. The lead, or opening sentence, should spark the reader's
interest and state the situation quickly.
For Example, If the press release is about activities at the company's

Chicago division, it is written in New York. The lead, or opening
sentence, should capture the reader's interest and state the situation
clearly. If the title reads, "Carpren Publishing launches new WWII
novel," the first sentence may be, "Carpren Publishing, Ltd., today
launched their first World War II novel by acclaimed writer Arcy Kay."
It fills in some of the elements in the headline and draws the reader
more into the article. The lead should be expanded upon in the next
one to two sentences.
The body copy of the press release should be brief. Long sentences and
paragraphs should be avoided. Excessive use of jargon and fancy
words should be avoided. Make an effort to keep things simple and
avoid using unnecessary words. The press release should be
summarized in the first paragraph (two to three phrases), and the
following information should expand on it. In today's fast-paced
environment, neither journalists nor other readers will read the full
press release if the first few paragraphs pique their interest.
Deal with real-world realities, such as events, goods, services,

personnel, targets, goals, plans, and projects. Make the most of
concrete information as much as possible. Making a list of the
following clarifications is a basic way for creating an effective press
release: Who, what, when, where, why, and how are the questions that
need to be answered.
3.Communicate the "5 Ws" (and the H) clearly:
The reader should be informed on who, what, when, where, why, and
how by the use of the words who, what, when, where, why, and how.
Consider the following elements as you go through the checklist, using
the example above to create our press release:
• What exactly is this about? Carpren Publishing is a

publishing house based in the United Kingdom.
• What's the latest news? A book is coming out from Carpren

Publishing.
• When is this going to happen? Tomorrow.
• Where exactly is this taking place? Tomorrow in all major

markets.
• What makes this newsworthy? Arcy Kay, a well-known

author, wrote it.
• How is this happening? /What's going on here? The primary

event will be a book signing in Chicago, which will be followed
by a book tour of all major cities.
Once the fundamentals have been established, fill in the blanks with
information on the people, products, items, dates, and other aspects of
the news.
Make it clear in the body if your company is not the

main subject of the story but is the source of the press
release.
Be concise and to the point. A press release should not exceed three
pages in length. The text should be double-spaced if you're mailing a
hard copy.
The more newsworthy your press release copy is, the more likely it is
to be chosen for reporting by a journalist. Learn what "newsworthy"
means in a particular market and use that information to entice the
editor or reporter.
4.Include information about the company:
When a journalist uses your press release as the basis for a story, he or
she must logically mention your company in the article. Journalists can
then use this section for company information.
This section's title should be—–About XYZ COMPANY.
Use a paragraph or two after the title to describe your company in 5 or

6 lines each. Your organization, its core business, and business policies
must all be described in the text. Many businesses already have
brochures, presentations, and business plans that have been
professionally created. This is where you can place the introductory
paragraph. Point to your website at the end of this section. The link
should be the precise and entire URL without any embedding so that
the link will be reproduced exactly as it is even if the page is printed.
For instance, use http://www.your company website.com. not Visit the

website by clicking here.
Companies who have a separate media page on their website must

link to it from this page. Contact information and press kits are usually
included on a media page.
5. Tie everything together:
Add some additional information links to your press release to make it

happen.
6.Add contact information:
If your press release is truly newsworthy, journalists will almost

certainly want further information or to interview key people
involved. If you are okay with the idea of allowing journalists to
contact your key personnel directly, you can include their contact
information on the press release page itself. For example, in the event
of an innovation, you can offer the media the contact details for your
engineering or research team. Otherwise, you must include the contact
information for your media/public relations department in the
"Contact" section. If you don't have a specialized team for this, you'll
need to appoint someone to act as a liaison between the media and
your employees.
The contact information should be minimal and unique to the current

press release. The following information must be included in the
contact information:
• The official name of the company
• Official name and contact person of the media department
• Office address
• Telephone and fax lines with relevant country/city codes and

extension numbers
• Mobile phone number (optional)
• Timings of Availability
• Email addresses
• Website address
7. Include a link to an online version of the same release if possible.
Keeping a log of all of your press releases on your own website is a

fantastic idea. This can make creating such a link and keeping a record
for historical purposes much easier.
8. Use three # (hash) symbols centered precisely beneath the last line
of the press release to signal the end of the press release.
This is a journalistic necessity/standard.
3. Benefits of the press release
A well-written press release can help your company by providing an

opportunity for media attention. To create awareness of an occurrence,
event, release, or launch, the formal announcement might be issued to
(and occasionally redistributed by) media, public relations, or news

organisations. As a result, you may use a press release to demonstrate
your company's values, tone, and target audience. A press release can
also boost traffic to your website by including links to existing content.
Finally, a press release can serve as both a broad announcement and a
low-cost piece of content marketing.
3.1. Sample Press Release:
Source: https://www.smartsheet.com/press-release-templates
4. Press Reports
Press reports are reports of events and actions that are published in
newspapers and magazines for the news to reach a large number of
people at the same time. Although a reader may not be interested in all
of the events and activities mentioned in newspapers and periodicals,
he may come across topics that spark his attention. Some of the news
piques the reader's attention and piques their curiosity. We, as social
animals, are always fascinated by what is going on around us. The
news, together with expert opinions, editorials, and special articles,
provided by the press, not only satisfies our interest but also educates
us in our daily lives.
4.1. Essential Aspects of a Good Press Report:
News value:
The number of persons affected by the incident or activity detailed in

the press report determines the news value of the report.
For example, a visit by the Prime Minister to a foreign country is more

newsworthy than a visit by factory employees to his home country. A
father's money order to his kid is not news, but the government's
disaster assistance fund for storm people is. The American President's
invitation to the Indian Prime Minister to visit his country has news
value, however, a marriage invitation letter from a friend does not.
Completeness and Clarity:
Accuracy, clarity, and completeness: The press release should be

accurate, concise, and comprehensive: If the headline of a report
piques your interest, it should be clear, thorough, and accurate in
order to pique your interest. The information provided in the news
should be accurate in terms of facts, numbers, and statements.
A style that is quite attractive and clear:
The language used in news releases should be appealing, clear, lucid,

and easy to understand. The language, as well as the writing, should
have a ‘news sense.' Readers will not be compelled to read further if
the news is difficult to understand owing to its style.
Feedback:
Readers' feedback should be able to be received by the news. It should

pique the public's interest in the events and activities covered. It
should mobilize public opinion and views on contemporary issues of
public concern.
Conciseness:
The press writer must always keep in mind that the readers' time is
valuable, and they should not feel as if they are wasting it by reading
too long news. He should avoid using unnecessary words and
providing useless information. However, his conciseness and brevity
should not come at the expense of fullness and clarity.
Reported Statements:
The news reports should be written in the past tense and indirect
speech.
Organization of Press Report:
• Headline
• Place and Date of Reporting
• Lead: The lead of a press report means the first one or two
paragraphs of the report.
• Body
• Conclusion
Sample Press Report: 1
St. Stephens College conducted its annual sports meet in the first week
of December. Draft a press report of the occasion in detail. (KSLU,
June/July 2015)
Annual Sports Day at St. Stephens College
February 21; School ground
This week's annual sports day was conducted in our college. It was
going to be a huge program of the year. The chief guest was an ex-
student of our college who has achieved Padma Shri and is settled in
New York.
All the students have taken part in those games which are their
strength as well as the game that they like. The students were already
divided into different houses, like Gandhi house, Nehru House, Shivaji
house, and Tagore house.
Every house had different colours according to those students were

provided t-shirts and flowers. On the day of the event, the chief guest
came and inaugurated the program then the students started to warm
up and volunteers started to set up the ground, ball, scoreboard, and
other things.
Then the sports events started athletic where the first event students
started to do 100mtr, 200mtr, and 400mtr races. Then the relay race
was organised, the shuttle race was also there.
Then in throwing events, discus and shotput were organised. Some

students fell while running for the medical team and a different shed
was set up where they got the treatment.
Then cricket and football were organised in the biggest ground of the
school chief guest was taken there and then students started playing
due to scarcity of time the innings was of only four overs.
Basketball was the most interesting event of the day. Indoor games
were also played and winners were decided. After that prize
distribution was held position holders have given medals certificates
as well as a gift too. Rest everyone received participation and
volunteering certificates by the chief guest.
Example: 2
Report of Sub-Committee
On the choice of a suitable site for a branch factory in Madhya

Pradesh
To
The Directors,
Pawan Glass Works,
New Delhi.
I. Terms of Reference
The sub-committee was appointed by Resolution No. 345 adopted at a

meeting of the board of Directors, held on 10 January 2020. The sub-
committee, consisting of Mr. Ravi Prakash, convener, Mr. Rajiv Mehta,
and Mr. Vijay Singhania, were authorized to choose a suitable site for a
branch factory for producing glassware in Madhya Pradesh and two
reports in two months.
II. Procedure
The Sub-committee held three meetings on the 13th 29th January and
28th February. The members also met the Government and Municipal
authorities to enquire about permission, licenses, water, and power
connections.
III. Findings
The sub-committee felt that Indore is the most suitable city for a
glassworks factory. The choice seems to be appropriate owing to the
local market as well as export facilities. Other conditions are described
below:
(a) Raw materials: All the components for the manufacture of

glass are available in Indore glassware factories. Specialized
agents regularly supply fine sand from the banks of the
Narmada Rivers.
(b) Staff and workers: Supervisory staff and skilled and unskilled
labourers are available. It is a big trade centre. Dewas and
Pithampur are the areas where lots of industries are available.
The salaries and wages are higher than in the other cities but
the quality of work is of a high standard. Highly qualified
technicians and designers receive very high salaries in Indore
but the market will compensate for the expense of such staff. If
the existing staff leaves, replacement is possible.
(c) Power and water: The Government authorities have agreed to

give electricity and water connections to supply the required
quantities of power and water. They agreed to give the
connection within a fortnight.
(d) Site: There are three suitable sites of 3, 5, and 6 acres at

Rajvada, Sanwere, and Mahu respectively. All are available on
a 9 years lease period.
IV. Recommendations:
The sub-committee recommends that:
(a) One of the sites is chosen in consultation with the

Company’s Architects. Technically, the site at Mahu is the best.
(b) Negotiations be started immediately to acquire the selected

site. For that, the services of brokers are to be taken.
(c) The Secretary should be authorized to invite tenders for the

construction of the factory.
(d) The Secretary is further authorized to apply to the

Government of India for the license to import the required
machines.
(e) Manpower availability data from the employment exchange

is to be obtained.
Date: 5th March, 2020. Mr. Ravi Prakash
Mr. Vijay Singhania
Place: New Delhi. Mr. Rajiv Mehta
******
Chapter – 2
Speeches
Introduction
Making a speech is a form of planned communication intended at

conveying a specific message about a subject to have an impact on the
solution of human issues.
1. Types of Speech:
• Argumentative speech
• Persuasive speech
• Educative speech and
• Informative speech
1.1. Argumentative speech:
Arguments entail a detailed presentation of various points of view on

a topic or issue before settling on the best appropriate solution. What
emerges as the most acceptable alternative after an argument may or
may not be truer or better than other possibilities, but the act of
arguing makes it the best option when opposed to the others.
Example:
-We find a controversial attitude on political matters such as gay

marriages among Democrats and Republicans.
- Cell Phones: Are They a Necessity or a Luxury?
1.2. Persuasive speech:
This style of speech is intended to instil a positive attitude toward the

subject of your concern or to persuade the audience to see things your
way and act as you wish. Companies, individuals, and Non-
Governmental Organizations (NGOs) who rely on project funds are

frequently obliged to present their ideas in a concise format before
grant organisations' forums. They are expected to present a succinct,
to-the-point outline of what they plan to undertake to attain the goal if
granted funding.
1.3. Educative Speech:
Although teaching in a classroom environment necessitates more than

just speaking skills, as a professional teacher who has received training
in the field, it would be beneficial to add these to your toolbox. When
you work in a school or a religious institution, you give a lot of talks,
both formal and informal.
1.4. Informative speech:
The purpose of this type of communication is to inform. This could be

a press release or a presentable form in which the speaker presents it
to the audience. In any case, both the writer and the speaker must
carefully select words in order to avoid misleading the audience, as the
goal is to provide factual, unmistakable information, such as during
press conferences, organisational report forums, annual general
meetings, and state of the affairs evaluations.
2. Structure of a Good Speech
• An introduction:
This is the most significant phase of your presentation because it

establishes the tone and mood for the rest of the presentation. If your
introduction is good, it will catch the audience's attention and pique
their curiosity by eliciting questions, expectations, and worries in their
minds.
• Linkage:
A linkage is a sentence or two that connects the introduction to the

presentation's details section (body).
• The Body of Information:
The emphasis now shifts to delivering all the information that is the
major thrust of the presentation, once you've piqued your audience's
interest in the introduction and correctly linked it using appropriate
words. All of the information you obtained during your study will
now be wonderfully woven together and expertly explained to answer
the queries your audience is likely to have.
• The conclusion
An excellent presentation's final statement should leave an everlasting

impact on the audience. A relevant quote or language can often work
wonders, but the speechwriter or (and) presenter must grasp that the
relevance of the devices to the subject or occasion, as well as your
accuracy of phrases, are what leave memorable traces on the minds of
listeners. The ending should be thought-provoking, something that
people will recall long after they have forgotten everything else, even
the speaker.
3. Basic format of speech:
• Scripted Speech:
The speechwriter is not the same as the speaker; the speaker may have
little or no knowledge of the complexities of the topic because he or
she merely reads what is written on paper. In this scenario, the
questions posed are a significant challenge for the presenter and can be
embarrassing at times. Because they are seldom involved in the
creation of their speeches, a person making a speech utilizing ROS
(Read-Only Strategy) without appropriate rehearsal may get
pronunciations wrong and avoid inquiries at the end of the exercise, as
politicians do. However, due to its convenience, this is the most
common kind of speech employed by politicians and celebrities.
The most significant benefit is the convenience, as well as the fact that
those who are particularly shy or unskilled can conceal their flaws
behind a paper that has already been produced for them. Also, if the
speechwriter does a good job, the speech presenter may not need to
have a comprehensive understanding of the subject. It is useful for
people who must deliver multiple talks in a short period and have
little or no time to prepare.
• The Semi - Scripted Speech Format:
When only the main points of a speech are written down, the rest is
completed on the spot during delivery. In a religious event, the
preacher might, for example, write down a theme and religious texts
while leaving the connecting lines to the delivery process. When the
speechwriter and the one who gives the speech are the same people,
this strategy, which combines ROS and spontaneity, works well.
Delivering a semi-scripted speech prepared by someone else becomes
very impossible otherwise. Wherever possible, the writer and
presenter must put up a significant amount of effort during rehearsals,
which may not always be forthcoming.
• Out - Line Speech Format:
A highly adaptable and inventive system that merely takes down vital
information in order, leaving related words to be delivered afterward.
The benefit of this is that the speech creator can shift routes if the
environment does not allow particular lines of thought or language
use. Because it is outlined rather than written, it is easy to adjust to
changing circumstances at the event place, such as mood, time, and
language compatibility. However, this strategy works best when the
speechwriter is also the speaker, or when the latter has an equal
understanding of the subject and shares comparable viewpoints as the
former.
• Unscripted Speech Format:
This is a speaking genre that does not require any prior scripting. It is
also known as freestyle or spontaneous. Its success is entirely
dependent on the speaker's capacity to improvise, that is, to generate a
spontaneous reaction to the circumstance in real-time. As a child of
circumstance, this has shown to be the most successful speaking style
that does not fail to engage the audience.
4. Speech by Chairman
After everyone has arrived, the chairperson or whoever is in charge of

the meeting should formally welcome everyone and express gratitude
for their attendance. The start of an event is signaled with a welcoming
speech.
4.1. Chairman speech:
• Opening Paragraph:
Ladies and gentlemen, my dear shareholders: I am delighted to extend

a warm greeting to each of you at our company's fiftieth Annual
General Meeting. I hope you are all satisfied with the results for the
fiscal year ending March 2010 and our recommendation for a dividend
of Rs.40 per share, which will be the biggest payout ever given in our
company's 51-year history.
• Progress or decline from the previous year:
Those of you who have seen our 2009-10 financial statements and read
our Directors' Report will realize that the level of dividend distribution
is well warranted by your company's financial success. The reasons
and conditions that led to these outcomes were explored in the
Directors' Report, and I have no intention of repeating that analysis.
Instead, given that this is our fiftieth Annual General Meeting, it may
be more relevant to analyze the character and performance of your
company from a historical standpoint.
• Body of letter:
We showed the film We Are Hawkins today, just before the AGM, and
many of you saw it. In 75 minutes, that film tells the story of how the
company we own has operated over the last 50 years. It tells the story
in the words of people who are familiar with the company, whether
they work for it, deal with it, or use its products. I hope that those of
you who have seen this film have a better understanding of what your
company is about and how it has achieved the results it has so far.
• P&L a/c for the current year:
The financial results for the second quarter of 2010-11 are satisfactory.
Net sales are Rs.61.8 crores, up 15% over the previous year's June
quarter. The company's net profit after tax is Rs.8.1 crores, up 14%
from the previous year's June quarter.
• Closure:
Finally, I want to convey my heartfelt gratitude to all of you, dear

shareholders, for your unshakeable faith in our company and the
Hawkins team through thick and thin. And I appreciate your patience
in listening to my thoughts today.
Sample Chairman Speech: 1

GE T&D India Limited24
Chairman’s Speech
At the 64th Annual General Meeting of the Company
Conducted through Video Conferencing on September 28, 2020
24 https://www.ge.com/in/ge-td-india-limited/chairmans-speech
I would like to begin my address by first acknowledging and

applauding the spirit and courage of all the frontline workers who are
fighting day in and day out to keep the world safe and healthy. This
includes several employees of our Company, your Company, who are
constantly working hand in hand with the utilities to ensure
uninterrupted supply of power and are working tirelessly to serve our
customers, our communities, and our company. My heartfelt thanks
and gratitude to all of them. They are doing a great service to your
Company, to your nation. And all of you know, having lived or living
through the times that we are living through right now, how difficult
that is, and we truly appreciate what they are doing.
As you are aware, with the nationwide lockdown that went into effect
in March of 2020, all activities except a few essential suppliers or
supplies were stalled. As a result, the Company had to temporarily
close some of its manufacturing facilities. Though the T&D factories
were allowed to operate during this lockdown phase, the production
could not be carried out at full capacity due to the unavailability of
skilled manpower and movement of material, and other similar
restrictions. However, your Company continued to carry out
manufacturing operations, though at a very limited capacity.
Even during the nationwide lockdown period, and thereafter, the

Company remained committed to its customer deliverables and
achieve major milestones by successfully commissioning numerous
projects, including the critical fast track project of 245 kV gas-insulated
substation at Versova in Mumbai for Tata Power, thereby ensuring
uninterrupted power supply in the heart of Mumbai city, which we all
know was very affected by COVID-19 and the pandemic. And this was
a critical effort by the GE team to ensure the availability of supply of
power in Mumbai. Your company's services team that maintains Delhi
airport's main power distribution, braved difficult circumstances to
ensure, once again, uninterrupted power supply during this

pandemic, so the hospitals and institutions that are fighting the virus
were able to get timely supplies of equipment and essential goods.
Your company continued to demonstrate its operational excellence by

commissioning 29 AIS and GIS substations, strengthening the nation's
transmission network, and adding new capacity into the grid. During
the year, your Company demonstrated its expertise by commissioning
a unique multi-layer 400 220 kV GIS substation for Sterlite Power at
Prithala, with an installed capacity of 1.000, MVA. This is a major
milestone for your Company, given the massive installed capacity, the
layout was designed to utilize only 4 acres of land and was set up
within a record time of 90 days. Your company has also commissioned
all four poles of the Champa Kurukshetra HVDC project, which now
has the capability of transmitting 6,000 megawatts of electricity from
the power surplus eastern region of the country to the northern region.
It is one of the largest HVDC projects that GE has executed in the
entire world.
India's power market, as well as its operating environment, continue

to be challenged in the year 2019-2020. But despite the headwinds, the
Company has successfully achieved a balanced portfolio of orders
which is very important for us to continue to build the backlog and
resulting in sustained market leadership in the T&D substation
business. During the financial year 2019-2020, the Company received
orders worth Rs. 3,018 crores from both central and state utilities, as
well as from major private players in India like Adani, Tata Power,
and Sterlite. And this has resulted in a very healthy order backlog of
Rs. 5,893 crores as of March 31, 2020.
During the year, the Company, unfortunately, reported a loss after tax
of Rs. 303 crores. This was primarily due to some bad debts, warranty
provisions, delays in customer projects, and circumstances created by
the COVID-19 lockdown during March 2020, which resulted, of

course, in lower recovery of fixed expenses.
I would like to switch to just a brief outlook. The Indian power sector
is witnessing steady growth, even though we had a bit of a hiatus in
that due to the lockdown. But with the total installed power
generating capacity of approximately 370 gigawatts as of March 2020,
India has emerged as the world's third-largest electricity producer. The
financial year 2019-2020 also witnessed a large volume of green energy
corridor projects with extra high voltage EHV substations.
ICRA, one of the country's most trusted investment, information, and

credit rating agency has predicted that they expect an investment of
Rs. 1.8 trillion by 2025 in the power transmission segment in India,
driven by the evacuation infrastructure that is going to be required for
renewable projects. Add to this the digital transformation that the
Indian energy landscape is going through, and we get a very
promising market outlook for grid systems and services. This is one of,
I would say, the sectors that we are optimistic about, if you look at the
entire power sector value chain in this country, in addition, of course,
to the renewables sector.
We also welcome the Government of India's initiative off

Aatmanirbhar Bharat, GE T&D is proud to have been manufacturing
in India since 1957. Today, we have a strong presence across 26
locations in India, which includes five world-class manufacturing
units, five R&D centers, 13 offices, and two service workshops. We are
not only producing in India for India, but we are also producing in
India for the world. And our intent and desire are to continue to grow
our export volume. The management of your Company is deeply
committed as well to grow the service in this market, and the growing
demand for electricity in India, and is equally focused to leverage the
global power market, as I mentioned, through export off made in India
grid equipment. We are proud to share that your Company continues

to be the preferred choice for T&D equipment of the central and state
transmission utilities across the country.
I would like to switch to our environmental health and safety strategy

as well as commitment. As all of you know, this is extremely critical
for a business like the T&D business. This is fundamental to who we
are, the safety of our employees, customers, and all other stakeholders
remain our number one priority. During the year, your Company
received various accolades from customers and industry, including the
Safety Innovation Award 2019 in the energy sector from the Institution
of Engineers, India. Your Company's EHS excellence has further
strengthened after the emergence of the COVID-19 pandemic. And in
response to this pandemic, your Company has put strict safety
guidelines in place and is complying with all central as well as state
governments' guidelines and through a letter as well as in spirit. We
are proud of our EHS safety record. However, we know that this is a
continuous improvement journey that we will stay on and will be
committed to.
With that, I would like to switch to corporate social responsibility,

another very important aspect of our commitment to the country. It
gives me immense satisfaction to share that as part of its sustainability
initiative, your company has taken multiple social initiatives for
community development, and the uplifting of the marginalized
sections of society. Your company believes that corporate social
responsibility is an integral part of its culture, and is always focused
on strengthening the community that we play in through multiple
interventions. Its carefully curated, comprehensive, and need-based
support programs place a high emphasis on communities with regards
to village development, education, health, skill development, and
women empowerment. I am proud to share with you that your
Company has also been swift in contributing COVID-19, emergency

response activities by way of providing portable testing units, hospital
support packages, and distribution of essential kits for frontline
workers and migrant laborers. We were able to do this in part because
of our GE Healthcare business which is part of the GE Company here
in India. In its commitment to the underprivileged communities, the
Company has engaged and partnered with some of the distinguished
NGOs to ensure impactful social development.
So with that, before concluding, I would once again wish to convey my

sincere thanks to the dedicated employees of the Company. Without
their efforts and enduring commitment, the Company would not have
performed and sustained during these very difficult and challenging
conditions. I would also like to thank the GE leadership and
management, some of who are present here today, for their continued
strong and unequivocal support. I extend my gratitude as well to the
various government and regulatory authorities, the company's valued
customers, suppliers, vendors, investors, bankers, and shareholders,
for the consistent and resolute cooperation and trust, and especially
during these last six months of the COVID-19 pandemic that we have
been facing.
We do believe that the Indian energy landscape is currently

undergoing a significant positive transformation vis-à-vis our
business, and certainly what we can expect in terms of a greener
environment in the country. As a leader in the innovation of modern
grid solutions, we will continue to work closely with the government
and our customers to implement solutions that will help India
accelerate its energy transition journey.
And finally, I take the opportunity to truly thank the Board members,
and particularly our Independent Directors who are with us here
today, for their continued leadership and unwavering support to the
Company and its employees. They have been instrumental in guiding

us not just through these last six months, but for many years, and
providing sound advice to ensure that the Company, your Company,
is run with the highest and most ethical governance standards. They
are always there and have been for all of us, the Board members and
me personally, for the invaluable guidance and counsel on a myriad of
topics. And I truly value their partnership. And I know that they will
continue to support us on this ongoing journey.
Sample Chairman Speech: 225
AGM: 8th July 2021
I have great pleasure in welcoming you all to the 65th Annual General
Meeting of your Company.
General Economic Climate:
The Indian economy that was witnessing a sharp drop in GDP

following the impact of Covid 19 induced lockdown showed signs of
improvement during the second half of FY 21. The GST collections also
got robust from November 2020 onwards. However, the second wave
that started in late March 2021 has come in the way of further recovery
necessitating the deployment of resources to protect the lives, safety,
and basic needs of large vulnerable sections of society besides
augmenting healthcare infrastructure that is needed to fight this
second wave. There have been lockdowns by all the States across the
country since April 2021, causing the shutdown of manufacturing
facilities as well as off-line trade in most geographies. Following the
drop in cases and mass-scale vaccination initiatives, the lockdown is
being relaxed in stages in many geographies since mid-June 2021.
The silver lining is that following a bountiful monsoon in FY 21, the
25 https://www.ttkprestige.com/investor-relations/chairmans-speech
monsoon during FY 22 is also expected to be normal. Unlike the Q1 of

the previous year, the GST collections during the first quarter of this
fiscal have been sizable indicative of a reasonable state of activity in
the overall economy.
Notwithstanding the huge spending on covid relief packages, the

Union Government kept investing in various infrastructure projects
and schemes envisaged in the Union Budget for FY 20-21 and it is
expected that the planned investments outlined in the FY 22 budget
will also continue. This can create employment as well as income
generation that can boost consumption, especially in the rural
economy once the lockdown is eased further in the coming months.
Notwithstanding the positives outlined above, there does exist a fair

probability of conditions remaining uncertain over a longer duration
as the pandemic is yet to abate, both globally and locally, with the
emergence of newer and newer strains. The second wave has impacted
every other family forcing sizable spending on healthcare and also
leading to a mindset to preserve cash for any future emergency. Large-
scale deficit financing necessitated by the pandemic can have
inflationary effects affecting disposable income. It is expected that the
ever-resilient Indians will fight their way up to restore growth.
With the above background, I shall proceed to briefly cover the

highlights of FY 21 and the steps being taken by your Company to stay
stronger.
Financial Year 2020-21:
The Annual Report for the year has already been circulated. This
Annual Report contains both stand-alone and consolidated financials
incorporating the business operations of the UK Subsidiaries. The
Directors Report vividly covers the impact of the first incidence of
Covid-19 on the company during the year under report, the impact of
the second wave that commenced during the fag end of FY 21, the
current standing point, outlook, and future strategy.
Your company had to deal with the following major challenges during
FY 20-21.
Lockdown that started during the second fortnight of March 2020 and
continued during a major part of Q1 of FY 21
Gearing of the supply chain – both own-manufactured and outsourced

– to meet the spurt in pent-up demand till September 2020. Some sale
opportunities were lost during Q2 of FY 21 due to supply chain
constraints.
Volatility in channel mix and the need to allocate sufficient stocks to

different channels – online, large format, general trade, and rural.
Keeping the momentum of the launch of new SKUs with most of the
channels other than online just limping to normalcy.
Making alternate indigenous supplies for a couple of key products that

were being imported from China. You are aware that your company
has taken a policy decision to stop the import of finished goods from
China and make the company self-reliant without depending on
China. The impact of Covid delayed the process of indigenization. This
also caused a loss of sizable sale opportunities during FY 21.
Absorption of idle costs of around Rs.20 crores incurred during Q1 as

your company did not resort to wage cuts, employment cuts, or
kneejerk cost-saving measures.
Continuous hardening of key raw-material prices from the third

quarter onwards and the need to take timely price increases without
disturbing the consumer sentiment.
Your company has successfully met each of the above challenges in

record time that enabled your company to clock in an average monthly
sale of Rs.200 crore during the last three quarters. Your company
recorded robust growth from August 2020 onwards up to mid-March
2021 i.e., when signs of second have started hitting the markets. Your
Company’s innovative ‘Svachh’ range of pressure cookers and other
new models of appliances were well accepted by the ultimate
consumers.
Your company also improved its operating EBITDA margins

significantly by improving efficiencies across all activities. By the end
of FY 21, the supply chain has largely been streamlined with capacity
enhancements both at its own manufacturing locations and those at
the vendor level.
Against the above backdrop, it is considered commendable that your

company, on a standalone basis, achieved an all-time high sale of Rs.
2033 crores and an all-time of EBIDTA (before exceptional items) of Rs.
342 crores with an all-time operating EBIDTA margin of 16.8%.
Standalone EPS was Rs.169.64 (PY Rs.143.21).
‘Cleaning Solutions’ business launched in FY 2017-18 has been gaining

moment and witnessed significant growth in FY 21.
Prestige exclusive Channel has been expanded and we now have more
than 620 stores in place.
Notwithstanding the difficult times, your Company continued to

maintain its leadership in the core product categories.
Your company’s UK business through the subsidiary Horwood has

gained momentum during FY 21 both in sales and profitability.
Dividend:
During the financial year, in November 2020, an interim dividend of

Rs.20/- per share was paid. Your Directors have recommended a Final
Dividend of Rs.30/- per share taking the total dividend for the financial
year to Rs.50/- per share.
Finances:
On a stand-alone basis, your Company is debt-free and carried free

cash of around Rs.550 Crores (including short-term liquid
investments) as of 31.3.2021 after incurring capital expenditure and
investments in the UK subsidiary aggregating to more than Rs 68
crores.
Brand Salience & Recognitions
Prestige brand continues to be recognized as the Super Brand in the

Kitchen Segment. Various recognitions for your company’s
innovations and stature have been mentioned in the Annual Report.
As always, your company will be investing significant amounts in
brand promotion and attractive campaigns.
Ranking:
Your Company is ranked within the Top 300 listed companies of India
based on market capitalization.
Going Forward:
In my last year’s speech, I had mentioned that “Every business and

every venture has to discover its own ways to adapt to the new
normal, find innovative ways in every aspect. The one who moves
swiftly and takes proactive measures is bound to sail through these
turbulent times and emerge stronger”.
Your company took the disruptions caused by the pandemic as an

opportunity and took several proactive steps in digitalizing sales,
marketing, and HR processes, launching digitalization initiatives in
manufacturing processes and most importantly augmenting the
supply chain to ensure that your company is geared to meet the
requirement of every sales channel that is used by the ultimate
consumer.
Your company is committed to the welfare of its employees at all

levels and has kept their morale high through various support
measures to tide over these difficult times.
Your company is closely mapping the various geographies in the

domestic market based on the infrastructure spends of the State that
can generate consumption in hitherto dormant markets and is putting
in place distribution efforts to reach these markets. Your company has
already added over 2000 touch points in non-south geographies
during FY 21 and this effort will continue in the coming years.
Your Company has launched the ‘Judge’ brand to tap the value-
seeking consumer segment hitherto unaddressed by your company.
This brand will also accommodate product categories not addressed
by the flagship brand Prestige. The positing and planning of this brand
is such that it will not cannibalize the Prestige space and that the
margin and ROCE profile will further the cause of increasing the
earnings per share.
Your company has strengthened interactions with export customers

and has established that your Company can be a viable alternative to
China for sourcing products from our India facilities and this has
started paying dividends as witnessed by the growth in export sales in
FY21 and an encouraging order book for FY 22.
Your company has also taken steps to enhance production capacities

where required and will be in a better position to meet with demand
during the year FY 22.
As regards FY 22, while April ‘21 started as per plans, the lockdowns
caused by the second wave of the pandemic have impacted the
originally planned domestic sales for May and June. However, both
sales and profit for the first quarter are expected to be well ahead of
the Q1 of the previous year. Your company is geared to launch more

than 100 new SKUs during FY 22. I am confident that the new normal
of working from home and eating healthy food cooked at home will
continue to augur well for the kitchen and home appliances industry
and with innovative products and new launches your company will be
in a better position to gain deeper penetration.
Though the covid pandemic has become a speed breaker, your

company’s long-range plan of doubling the sales with stable margins
is very much on the radar, and investments in supply chain and
innovation are being continued to reach this milestone.
Acknowledgment:
I acknowledge the strong support received from the shareholders,

employees, channel partners, and banks during these challenging
times and look forward to engaging with them more intensely.
speech 3: Long Speech on Independence Day:
Good Morning Everyone!
Today we all are here to acknowledge our privilege of being born in a

Free India and celebrate the 75th Independence Day of our country.
We need to ask those born before 1947, to know the pangs of the
anguish of being enslaved under colonial rule. For every Indian in
those days, it was indeed a Herculean task to fight against those
powerful giants - the British. Those difficult times and struggles must
not be allowed to fade away from our memories. Hence, every
Independence Day, we not only celebrate our freedom, but we also
pay tribute to the ones who fought for it, to the ones who held a vision
for our country, and to the ones who sacrificed themselves for the
same.
The idea of being an independent nation, where sovereign power lies

with us to determine our future, places a huge responsibility on our
shoulders. The significance of its beautiful story is that this nation has
gained respect from the world for the democratic route chosen by it.
We can proudly say that India has never invaded any country in its
10000 years of history.
On this occasion, our thoughts turn first to Mahatma Gandhi, the man
behind our struggle for freedom and the martyrs who made the
supreme sacrifice for our country's liberty. We are also reminded of
the relentless struggle of our great patriots who liberated our
motherland from colonial rule.
Gandhiji was seeking liberty from both foreign rule and the
indigenous social chains that had long incarcerated our society. Every
other Indian was guided on a path of self-belief and hope for a better
future. Democracy gives us the right to live freely as proud citizens of
a country. Today, we are fortunate to live in one, due to the vision and
sacrifice of our freedom fighters.
There is a big celebration each year in New Delhi at Rajpath, where the
national anthem is sung after the Prime Minister hoists the flag. Also, a
salute is given to the national flag by firing 21 guns with the national
anthem, and flowers are also showered via helicopter. All the forces
take part in parades. In the end, we can not merely say that 15th
August is solely about freedom. This day is a plethora of emotions, it
reminds us of the pain of being enslaved; of the strength in unity; it
defines sacrifice, it gives us an example that some wars can be won
with non-violence and of all the things, it makes us value and cherish
the freedom we have today. It is our responsibility, as proud citizens
of this country, to sincerely perform our duty and progress together
for the growth and development of our country. Keeping the sacrifices
of our ancestors in mind, we should take an oath, to carve a better
future for our motherland.
Jai Hind!
Speech 4: Short Independence Day Speech for Students
Good Morning Everyone!
Every year on 15 August, Independence Day is celebrated as a national

holiday in India when people remember the long phase of our nation's
independence from British rule. On August 15, 1947, India gained
independence after a series of movements in which many freedom
fighters sacrificed their lives. After independence, on 15 August 1947,
Jawaharlal Nehru became the first Indian Prime Minister to raise the
National Flag at the Red Fort near Delhi's Lahore Gate. By unfurling
the National Flag and singing the National Anthem, students, teachers,
parents and other individuals come together to celebrate
Independence Day. The Indian prime minister in the national capital
New Delhi, at Red Fort, also hosts our National Flag. After that, the
salute is given by firing 21 guns and a helicopter showers tricolor
flowers on the flag. The colours in our flag represent different things;
saffron signifies courage and sacrifice, white signifies peace and truth,
green signifies faith and chivalry. In the centre of our flag, there is an
Ashok chakra that contains 24 evenly distributed spikes. We recall the
great sacrifices of Bhagat Singh, Sukhdev, Raj Guru, Gandhiji, and
other daring freedom fighters on this special day for their
unforgettable contribution to India's independence.
Jai Hind!
Speech 5: A speech by the secretary of a firm to announce the

resignation of a director.
Ladies and gentlemen,
It is with great regret that I have to announce that Shri S.S Darbari will
not be able to continue his association with us. He has just informed
me that he is going to the U.S.A. on a Government mission and has
been forced to resign all his directorships including ours.
Shri Darbari is a renowned authority on both Company law and

Taxation. He is endowed with insight and imagination. Being on the
board of Directors of several reputed organizations, he has gleaned
rich experience in handling company affairs. While framing our
policies we always looked to his advice with a difference. And I have
no hesitation in saying that if today we enjoy an enviable position in
the world of commerce and industry, much of the credit for it must go
to Shri Darbari.
On behalf of the shareholders, the Board of Directors, and the

members of this organization, I express our sense of appreciation for
Shri S.S. Darbari’s association with us and hope that whenever his
circumstances allow him, he will renew his relationship with us.
Speech 6: A brief speech by the Chairman of a company proposing

the election of a company director
Ladies and gentlemen,
It gives me great pleasure to propose the name of Shri M.S. Arora for
the directorship of our firm.
Shri Arora is an eminent industrialist and is a great authority on

Business Management. He is also an expert in Labour Law. Besides, in
the commercial world of the capital, he has earned a name for himself
by virtue of his integrity and sincerity of purpose. Time and again we
have sought his advice on certain delicate issues and discovered that
there are few around us who can match his understanding of human
psychology and astuteness. I feel that his association with us as one of
the directors can be a great asset to our organization and I am sure that
there should be many here to readily second my proposal.
******
UNIT - VI
CHAPTER – 1
INTERPERSONAL SKILLS
Introduction
Interpersonal skills are the abilities we employ daily when

communicating and interacting with others, both individually and in
groups. They cover a wide range of abilities, but especially
communication abilities like effective listening and speaking. They
also involve the ability to manage and control one's emotions.
It isn't necessary to overstate and declaring that interpersonal skills are

the basis for life achievement. People with good interpersonal skills,
on the other hand, are more likely to work successfully with others,
both formally and informally, in teams or groups. They efficiently
communicate with others, whether it's family, friends, coworkers,
customers, or clients. They also have stronger home and business
relationships.
1. Understanding interpersonal skills
Interpersonal skills can be acquired with the right instruction and

practice, but they cannot be taught purely from a textbook. Some
people are born with certain abilities. Those who lack interpersonal
skills can learn or enhance them by becoming more conscious of how
they interact with others and practicing their talents.
Employees with high interpersonal skills are regarded in many firms

for their pleasant demeanor and optimistic, solution-oriented
approach. In reality, these workers are seen as team players that work
well with others to reach a common purpose or objective. In more
human terms, everyone enjoys being around them, which is always a
plus.
Interpersonal skills are closely tied to a thorough understanding of

social norms and expectations, whether learned or acquired. People
with the best interpersonal skills adjust their strategies and
communications on the fly in response to others' reactions.
2. Meaning
The behaviours and methods that a person use to effectively

communicate with others are known as interpersonal skills. The word
refers to an employee's capacity to cooperate well with others in the
workplace.
Social skills, people skills, soft skills, and life skills are all terms used to
describe interpersonal skills. “The abilities you require and employ in
order to communicate and engage with others.”
When you engage and communicate with others, you rely on

interpersonal skills. They encompass a wide range of circumstances in
which collaboration and communication are fundamental.
The following are some examples of interpersonal skills:
• Listening attentively
• Teamwork
• Responsibility
• Trustworthiness
• Leadership
• Motivation
• Flexibility
• Patience
• Empathy
Strong interpersonal skills are an asset in the workplace, as they may

help you negotiate complexity, change, and day-to-day duties.
3. Importance of Interpersonal Skills in the workplace
In both personal and professional life, interpersonal skills are essential

for communicating and working with groups and individuals. People
with high interpersonal skills are more likely to form positive
relationships and collaborate effectively. They have a good
understanding of their family, friends, coworkers, and clients. People
love working with coworkers who are good at interacting with one
another.
The ability to solve difficulties and make sound decisions are also
advantages of interpersonal skills.
Many organisations prefer to hire people who have great interpersonal

skills because they are more likely to work well in groups and
communicate successfully with their coworkers. Because of their
ability to interact with and inspire everyone around them, people with
interpersonal skills become excellent leaders.
In business, interpersonal skills are important. Having excellent social

skills, however, is connected to the development of interpersonal
abilities. Apart from that, there are numerous advantages to
developing great interpersonal skills.
Practically every aspect of our existence, we are surrounded by others.

As a result, being socially competent is essential for connecting and
bonding.
Employees' social competency is one of the most important

components in developing a positive attitude toward life. Building
social relationships with coworkers and other individuals is a common
source of enjoyment.
As a result, interpersonal skills are important in all aspects of life, no

matter how large or small.
We all want to be a part of a larger picture and feel a feeling of

belonging. For us, belonging to a popular group or community is vital.
We are happiest when we are close to our buddies. Every one of us
strives to play a social role in society, and life is a show.
To put it another way, everyone needs other people's help to be happy

and comfortable in both their professional and personal lives.
As a result, employees must see the value of communicating with

clients and coworkers. This fosters a healthy work environment and
fosters positive relationships among employees. As a result, strong
interpersonal skills are essential for any employee.
If you lack certain abilities, now is the time to work on them. It will
change the way you interact with coworkers and how you see
yourself.
4. Principles of Interpersonal Communication
Transaction: An exchange is involved in a transaction.
On-going Process: It has no beginning or finishes. It is a process that

we enter and influence, as well as being influenced by.
Independent elements include: The numerous components of

communication have an impact on the others. The physical component
of communication, for example, has an impact on the forms of noise
that develop.
Purposeful: Communication is usually done for a cause or motive,

such as to learn, relate, play, assist, or influence.
Ambiguous: Any communication might have numerous

interpretations, making the process more dynamic and challenging.
Punctuated occurrences: Certain distinct stimuli or events occur that

influence how we participate in and remember a certain

communication. It has to do with both substance and relationship:
what is "spoken" is just as significant as who is saying it and what it
indicates about their connection.
Irreversible and unrepeatable: once a message is conveyed, it cannot

be reversed; and it can never be reproduced since past
communications will have changed the meaning of the message.
5. Types of Interpersonal Skills
Communication
Communication is one of the most crucial interpersonal skills in every

career. Whether you work in IT, customer service, construction, or any
other industry, you will need to be able to communicate effectively
with others both orally and in writing. Some professions also
necessitate good public speaking abilities. Major skills are,
• Nonverbal communication
• Public speaking
• Verbal communication
Conflict Management
Whether you're a boss or an employee, you'll almost certainly have to

deal with disagreements at some time throughout your career. This
could entail resolving a conflict between two coworkers, yourself and
a colleague, or a client and your firm. To come up with a solution,
you'll have to be able to look at all sides fairly and solve problems
creatively. This includes
• Conflict resolution
• Constructive criticism
• Counseling
• Mediating
• Problem-solving
Empathy
Understanding and displaying empathy for others is an important part

of being a competent manager, employee, or colleague. If a customer
or coworker calls with a complaint, for example, you must listen
carefully to their worries and exhibit empathy for their situation.
Empathy is a key talent to have in the workplace since it will help you
get along with everyone. It includes,
• Caring
• Compassion
• Diplomacy
• Diversity
• Helping others
• Kindness
• Patience
• Respect
• Sensitivity
• Sympathy
Leadership
Even if you are not a manager, having some leadership experience and
ability is essential. Leadership necessitates the ability to motivate and
support people while also assisting a team in achieving excellence.
This includes, for example,
• Encouraging
• Inspiring trust
• Instructing
• Management
• Mentoring
• Motivation
• Positive reinforcement
Listening
Listening is a talent that is essential for effective communication. As

you must be able to articulate your own thoughts, you must equally be
able to listen carefully to the thoughts of others. This will make your
clients, bosses, coworkers, and subordinates feel valued, happy,
respected, and satisfied. It includes,
• Active listening
• Curiosity
• Focus
• Inquiry
Negotiation
Negotiation is a necessary skill for many jobs. It could involve making

legal agreements (or contracts) between clients or assisting colleagues
in solving a problem and determining a solution, depending on the
work. To be a skilled negotiator, you must be able to listen to others,
solve problems creatively, and reach a compromise that is acceptable
to all parties. It consists of
• Negotiating
• Persuasion
• Research
Positive Attitude
Employers want to hire people who will make the workplace a better
place to work. They're looking for persons who are nice and upbeat.
This really doesn't mean you have to be the most outspoken/
extroverted person in the company, but you should be willing to build
healthy relationships with your coworkers. This includes the
following:
• Behavioral skills
• Developing rapport
• Friendliness
• Humor
• Networking
• Social skills
Teamwork
You must be able to collaborate with others even if your profession

requires a lot of independent effort. Teamwork necessitates a variety of
abilities, including the ability to listen to others, explain your own
objectives, motivate your team, and manage any problems that may
emerge. It must include:
• Collaboration
• Group facilitating
• Team-building
• Teamwork
6. Barriers to interpersonal communication
• Limited vocabulary
• The incongruity of verbal and non-verbal messages
• Emotional outbursts
• Communication selectivity
• Cultural variations
• Poor listening skills
• Noise in the channel
7. Tips/Ways to improve interpersonal skills
People can improve their interpersonal skills by practicing effective

communication and setting smart goals. Consider the following
suggestions to improve your interpersonal skills:
Determine what you need to work on:
By soliciting input from coworkers, bosses, family, and friends, you

can identify areas of interpersonal communication where you might
improve.
Keep an eye on the crowd:
Observe coworkers, corporate leaders, and professionals you admire

and respect to learn effective interpersonal skills. Observe and listen to
how they communicate as well as their body language. Take note of
the tone of their voice, the tempo with which they speak, and how
they interact with others. Use those characteristics in your interactions
and relationships.
Controlling your emotions is a skill that can be learned.
Conversations with coworkers should be delayed until you are

relaxed. If you have a pleasant attitude and are not anxious or
disturbed, you are more likely to speak clearly and efficiently.
Consider the following exchanges:
Keep track of your conversations and interactions at work in a

notebook or journal so you may improve your handling and
communication skills. Consider whether you could have reacted
differently or if you could have used other words or body language.
Make a note of positive interactions as well, so you can figure out why
they worked.
Practice your skills:
Put yourself in situations where you can use your interpersonal

abilities and create relationships. You could, for example, join a group
that holds regular meetings or social events. This might be a shared
interest or hobby club or an industry-specific group you find through
a professional organisation. Attend events to learn and observe how
others communicate and act.
Acknowledge others:
Pay attention to your friends and coworkers and attempt to engage

them in conversation. Compliment coworkers on their efforts or
innovative ideas. Bring a cup of coffee to your colleague. To get to
know your teammates better, ask them how their week was or what
their hobbies are. Offer to assist someone who is having a poor day or
is going through a tough period. These actions will aid in the
development of stronger and more beneficial workplace connections.
Avoid distractions:
When socializing or communicating with those around, put your

computers or smart gadget away. Give them your undivided attention
and resist the urge to check your email or respond to a text message.
You can hear and follow more effectively if you stay focused.
Take classes:
Enroll in workshops or courses aimed at improving your interpersonal

skills. Basic online videos, for example, may be free, while more
advanced or in-person training may need a fee. For example, if you
want to improve your verbal communication skills, you could enroll in
a public speaking course.
Get a mentor:
Request assistance from someone you respect or admire to develop

your interpersonal abilities. A trusted coworker, a current or previous
employer or lecturer, a family member, or anybody else you admire
could be your mentor. You could even engage a professional
communication or career coach.
Record yourself:
Record yourself speaking with a video or voice recorder, then review

or listen to it to see where you might enhance your communication
abilities. Make a list of things you'd like to improve or change, such as
your tone of voice, speaking pace, emotion, word choice, or body
language. Record yourself regularly so you can track your
development.
******
CHAPTER – 2
LISTENING SKILLS
Introduction
According to Oxford Living Dictionaries, to listen is to give attention

to sound or action. Listening entails hearing what people are saying
and attempting to comprehend what they are saying. Listening entails
a variety of emotive, cognitive, and behavioural processes.
In the communication process, listening refers to the ability to

accurately receive and analyze communications. Effective
communication necessitates the ability to listen. Messages are readily
misunderstood if you don't know how to listen well. As a result,
communication breaks down, and the message sender may become
angry or irritated as a result.
1. Hearing is different from listening
The terms "hearing" and "listening" are not interchangeable. These

terms are frequently used interchangeably. Hearing, in fact, is totally
dependent on the ears, is a physical function, and anyone can hear
without exerting conscious effort. Hearing is nothing more than sound
vibrations on the eardrum, followed by an electrochemical response.
Listening, on the other hand, involves a conscious effort to pay
attention and then make meaning of what has been said.
2. The Purpose of Listening
• To concentrate solely on the messages being delivered,

ignoring distractions and preconceived notions.
• To obtain a complete and accurate comprehension of the

speaker's thoughts and point of view.
• To evaluate what is being said critically.

• To improve understanding, pay attention to the nonverbal

signs that accompany what is being stated.
• To express curiosity, care, and attentiveness.
• Encouraging the speaker to talk completely, openly, and

honestly.
• To build a selfless approach that prioritizes the speaker.
• To reach a mutually agreed-upon understanding and

acceptance of both parties' points of view.
3. Modes of Listening
1. Competitive or Combative Listening
2. Passive or Attentive listening
3. Active or Reflective Listening
3.1. Competitive or Combative Listening:
When we are more concerned with pushing our own point of view
than in comprehending or investigating someone else's point of view,
we are not listening. We either listen for opportunities to seize the
floor or weaknesses or weak points that we may target. While we
pretend to be paying attention, we are impatiently waiting for an
opening or we are either internally formulating our rebuttal and
planning the devastating comeback that will demolish their argument
and make us the victor.
3.2. Passive or Attentive listening :
We are sincere in our desire to hear and comprehend the other

person's point of view. We pay attention and listen passively. We
assume we heard and understood everything correctly. However,
remain unconcerned, unconvinced & do not verify it.
3.3. Active or Reflective Listening:
It is the most important and helpful listening skill. We are truly

interested in understanding what the other person is thinking, feeling,
wanting, or what the message means when we engage in active
listening, and we are engaged in double-checking our comprehension
before responding with our own fresh message. We rephrase or
paraphrase our interpretation of their message and send it back to the
sender for confirmation. This process of verification or feedback is
what distinguishes and makes active listening effective.
4. Tips for effective listening:
• When verbalizing your understanding of the message, it is

usually vital to paraphrase and use your own words.
• You could reflect to the other person, depending on the aim of

the interaction and your understanding of what is relevant:
• Account of the facts.
• Thoughts and beliefs.
• Feelings and emotions.
• Wants, needs or motivation.
• Hopes and expectations.
• Look for the feelings or intent behind the words, not just the
content of the words. The message is not the dictionary or
technical meaning of the words or code utilised by the sender.
• Resist the need to respond to queries right away. The code may
take the form of a question. When people ask questions, it's
often because they want to express themselves and aren't
interested in hearing a response.
• Recognize when it's time to stop listening actively. It may be

appropriate to answer with your own message once you have

fully understood the sender's message. Active listening should
not be used to hide or avoid revealing your own position.
• If you're perplexed and know you don't understand, either

inform the person you don't understand and ask them to repeat
it or make the best guess you can. If you are mistaken, the other
person will notice and will most likely try to remedy your
error.
• When the other person is angry, hurt, or expressing difficult

feelings toward you, actively listening is a very beneficial first
response, especially in key partnerships.
• Make eye contact and pay attention to your body language.

Avoid looking at your watch, other individuals, or things going
on in the room. As necessary, face and lean toward the speaker,
and nod your head. Crossing your arms and appearing closed
or critical is a bad idea.
• Be understanding and nonjudgmental. You can accept and

respect the other person's sentiments and opinions without
rejecting or discarding your own viewpoint, or without
agreeing with the accuracy and validity of their point of view.
5. Benefits of effective listening:
Effective listening at all levels is critical to the smooth operation of a

business. Workers with good listening abilities are more productive.
You will be able to do the following things if you can listen carefully:
• Gain a better understanding of your responsibilities and

what is expected of you.
• Establish a positive working relationship with

coworkers, employers, and clients.
• Show that you care.
• Work more effectively in a group setting.
• Address issues with customers, coworkers, and

superiors.
• Respond to inquiries and look for hidden meanings in

what others say.
Effective listening aids in the control of rumours, which helps to

protect the organization's reputation. Listening well will improve the
workplace environment and foster harmony and unity among
coworkers.
6. Barriers to effective listening:
Condition of the Environment:
The listener's listening range is limited by environmental factors like

humidity, temperature, and atmosphere. The listener may fall asleep
due to the cloudy atmosphere.
Dimensions of Space:
The listening process may be influenced by the distance between the

speaker and the listener. If the speaker is speaking from afar, the
listener may find it difficult to understand what he or she is saying.
The listener may misunderstand some of the words.
The listener's omniscient viewpoint:
Many individuals believed themselves to be "know-it-alls." They

believe that they know everything there in the world. They believe
that listening to others is a complete waste of time. They aren't paying
attention to the speakers because they believe they already know what
he will say.
Infrastructure:
The listening process may be hampered by a lack of infrastructure.

Lack of sufficient ventilation, lighting, and sounds might create a
listening barrier.
Speaker's speed:
The speaker's speed can be a hindrance to listening. Listeners have no

other choice but to monitor the speaker if he or she speaks too quickly.
Sounds are received by the human brain at a certain speed. The
listeners may become distracted if this speed is not maintained
appropriately.
Nonverbal communication of speakers:
Face expression, gestures, body language, eye contact, and other

aspects that speakers do not employ can cause hurdles to listen. The
listener will become fatigued by the constant barrage of words and
verbal expressions if the speaker solely uses verbal expressions.
The speaker's voice and tone:
The listener will become bored if the speaker switches to monotone

speech. The listener may not pay attention if the speaker's voice is not
audible. Many presenters, on the other hand, speak in a monotonous
tone that frustrates the listener.
Absence of Factual Data:
Many times, listeners do not pay attention and pay close attention
since the speech contains no real information.
The speaker's language:
If the speaker uses high-tech jargon and difficult words, the listener
will have no idea what those words signify. Instead of listening to the
speaker, they will try to figure out what those words imply.
The Listener's Horn Effect:
The horn effect is the tendency to underestimate a person as bad in all

the fields because he is bad in one of the fields. The listeners reject and
nullify the speaker’s chance to speak for more amount of time because
listeners dislike the speaker.
******
CHAPTER – 3
PUBLIC SPEAKING SKILLS
Introduction
The process or act of giving a speech in front of a live audience is

known as public speaking. A formal, face-to-face presentation of a
single individual to a group of listeners is generally referred to like
public speaking.
Public speaking is essential in business, education, and government.

Whether you're an individual or a company, there are numerous
advantages to public speaking.
Public speaking is not only speeches and public talks also used in
professional presentations, training activities, and motivational
speaking. Consultants, trainers, managers, priests, salespeople, and
teachers, for example, all have reasons to speak in front of others on
occasion.
Public speeches can touch on a wide range of themes. The purpose of

the speech could be to inform, entertain, or influence the audience.
Visual aids, such as an electronic slideshow, are frequently used to
enhance speeches and make them more entertaining to listeners.
A public speaking presentation differs from an online presence in that

the latter can be viewed and/or listened to at the viewer's leisure,
whereas a public speech is usually limited to a given time or location.
Slideshows or pre-recorded movies of a speaker are frequently used in
online presentations (including recordings of a live public speaking
presentation).
1. Public Speaking and Anxiety
Why are so many individuals afraid of giving a speech in public? This

is a complicated subject with many personal and psychological aspects

to consider, including self-efficacy, self-confidence, prior experience,
training, culture, and context. The name "glossophobia" (fear of public
speaking) was derived by combining the two Greek meanings for
"tongue" and "fear or dread."
…a severe fear of public speaking. People who suffer from

glossophobia tend to freeze in front of an audience, even a
couple of people. They find their mouth dries up, their voice is
weak and their body starts shaking. They may even sweat, go
red, and feel their heart thumping rapidly. (“Do You Suffer
From Glossophobia?” 2015)
This fear can develop in a variety of scenarios, not just in formal

speeches, such as responding to a professor in class, participating in a
job interview, or having to communicate with a stranger.
In psychological terms, many people's dread of public speaking or

being interviewed for a job does not rise to the level of a true "phobia."
A phobia is defined by the Diagnostic and Statistical Manual IV as a
state where someone experiences “significant and persistent fear when
in the presence of, or anticipating the presence of, the object of fear,
which may be an object, place or situation”26They are simply
unpleasant in public speaking circumstances and require strategies for
dealing with the problem.
2. Importance of public speaking
For the following reasons, good public speaking skills can have a
significant impact on your career:
26 Grohol, J. (2013). DSM-5 Changes: Anxiety Disorders & Phobias. Psych

Central. Retrieved on from http://pro.psychcentral.com/dsm-5-changes-
anxiety-disorders-phobias/004266.html
a). Demonstrates your expertise:
When you can express yourself clearly and efficiently, you are always
at your best. You can achieve this by honing your public speaking
skills. After all, the full value of your information is only appreciated
when you can demonstrate and use it.
b). It demonstrates your self-assurance:
Public speaking not only expands your knowledge during the

preparation phase, but also builds and exhibits your confidence.
Whether you're interviewing for a job or hoping for a promotion, your
self-assurance will set you apart from the competition.
c). Assists you in being a better leader:
As you progress up the corporate ladder, the number of individuals

you will be responsible for grows. As a result, the demand for public
speaking skills and the confidence that comes with them grows,
making it one of the deciding factors in whether or not someone is
promoted.
3. Tips to improve public speaking skills
If you are insecure or an introvert, developing public speaking abilities

can be difficult. However, with a little effort and a positive attitude,
anyone can become a great public speaker. You may utilize a few basic
strategies to improve your public speaking skills whether you're
making a presentation or in a social environment.
Part: I- Getting Comfortable with Speaking in Public
1. Find out who your target audience is:
The anxiety of speaking in public, whether for a presentation or at a

social event, can generate a lot of tension because you don't know who
you're speaking to. You're not sure if what you're saying is correct. If
your point is being understood. If you come across as intelligent.
Learn about your audience before engaging in any type of public

speaking. Try to answer questions regarding the audience's size, age,
gender, education (experience and socioeconomic level), religion,
friendliness, and whether or not the audience is familiar with you.
If you have the opportunity, interview three to seven people from the
audience. Find out what their problems are so you can provide them
advice.
2. Change your thinking:
Negative ideas about public speaking can make it difficult for you to
deliver the incredible speech and information you possess. Turn
negative ideas into good ones instead of allowing them to dominate.
Visualize yourself speaking with confidence and the audience

appreciating your words. If you're nervous or scared, you're probably
also worried about what could go wrong. Such thoughts will badly
affect your voice and body language. Remember to think positively
instead of storing bad sentiments and allowing negative thoughts to
grow. Positive ideas will energize you, soothe you, and instill
confidence in you.
3. Learn to be comfortable with silence:
Silences may be difficult, especially when you're standing in front of a

large group of people who are waiting for you to say something.
Silences, on the other hand, provide an opportunity to take a breath
and collect your thoughts.
Make speaking a choice. Because you're in front of a group of people,

it's not something you have to do. It's something you decide to do
when the time is right. Learning to be comfortable with quiet can allow
you to take your time when speaking in front of an audience. If you're
giving a speech and want something you just said to really sink in
with your listeners, silence is an excellent approach to do so before
moving on. Silence is your buddy, not your competitor.
4. Detect your own speaking patterns.
You can improve your public speaking skills by understanding how

you communicate when you're just having a casual chat. Instead of
using filler words to avoid quiet, practice pausing and giving yourself
time to organize your ideas.
Part: II - Preparing Yourself and Your Speech
1. Plan beforehand:
Knowing what you're talking about will help you relax.
Visualize yourself presenting your speech, from arriving at the venue

to stepping on stage, delivering the speech, and leaving. This can help
you relax and remind you of anything else you need to prepare.
Consider your public speaking as a performance. When it comes to
public speaking, the more you prepare, the less you have to worry
about. Plan all you can so that all you have to do when it's time to
speak is concentrate on your speech. Make your clothes a day in
advance.
2. Make a speech outline.
You are not required to write out your entire speech. However, you
should have a plan in place that works for you.
While your speech should be remembered, having an outline will

allow you to refer to it to ensure that you're covering all of the
necessary points.
Your speech will flow more naturally if you use an outline. You won't
have to be concerned if you forget what your next point was because
you'll be able to go to your outline.
3. Make a recording of your speech.
You can speak with confidence if you practice your speech and take
notes on how you speak, the tone of your voice, your body language,
and other things. Then keep a close eye on yourself and make notes on
how you sound and appear. Make the necessary changes.
When you give your actual speech in front of an audience, you'll

undoubtedly speak faster than usual. However, practice might assist
you in maintaining a solid speed. Practicing will also aid your memory
and make you feel more prepared. Make careful to rehearse the
middle of your speech several times, as this is the section that most
people forget.
4. Take a deep breath, smile, and stay hydrated:
Breathing is an important part of giving a great speech. You will

remain calm and focused by controlling your breathing and allowing
oxygen to enter your body. Water keeps you energized and smiling
makes you joyful. You feel better when you grin.
You can slow your pulse rate and process what you're doing and
saying if you take a few moments to breathe. Long, steady breaths will
assist you in maintaining a clear mind and a relaxed body. Also,
remember to smile. Smiling causes our brains to release endorphins,
which make us feel good. Also, remember to stay hydrated. When
you're dehydrated, you can't think as clearly and you're more likely to
grow sleepy.
5. Rest well and dress for success.
If you know you'll be speaking in the morning, make sure you get a
good night's sleep. Then, as soon as you feel rejuvenated and
motivated, put on the outfit you had planned to wear.
Do whatever you need to do to unwind and obtain a decent night's

sleep. Exercising, watching a movie, and reading are all good ideas.
Make an effort to get eight hours of sleep each night so that you can
wake up feeling revitalized. Plan your clothing ahead of time so you
only have to put it on. Wear something that makes you feel beautiful
and gives you confidence.
Part: 3- Speaking in Public or Giving a Presentation
1. Warm up your body:
You should fully warm up both your voice and your body before
giving your speech. Stick out your tongue and recite a nursery rhyme
to open up your throat and boost the volume and richness of your
voice. Then repeat the rhyme regularly once more.
2. Introduce yourself:
Introducing yourself is a fantastic way to ease into any speech and

warm up the audience, even if you're speaking to individuals you
know.
Simply stating your name and who you are can suffice as an
introduction. Explain why you've decided to speak today. You can
also be more casual if the atmosphere allows.
3. Make a point to start your speech:
Then, with a transition sentence such as, “Today I want to share with
you...”, you can move on to a quick synopsis of the speech. This shows
that you aren't taking the audience for granted and that there will be a
conclusion. Audiences enjoy knowing that you will stop talking at
some point. Instead of losing out early, this will keep the audience
more engaged. Stating your outline also allows you to go over it again
before beginning your speech.
4. Make eye contact and utilise good body language:
Make eye contact with your audience and employ facial and hand
movements. Whatever your topic, keep in mind that your speech

should not be dull, and neither should you. Instead of speaking to a
huge audience, you might feel more at ease focusing on one person at
a time and treating it like a conversation.
Your nonverbal communication is just as vital as your verbal

communication. When you're moving to a new concept, feel free to
move around. Maintain a constant walking pace and match your
speaking speed.
5. Articulate as you speak:
When it comes to public speaking, language is crucial. You have a

right to be heard. People will rapidly tune out if they can't grasp what
you're saying. You might even ask, "Can everyone hear me?" to make
sure the microphone and sound system are operating properly.
Make sure you talk slowly and clearly enough for everyone to hear
you. Pay attention to your voice's cadence. You don't want to be a
robotic automaton. To assist communicate a certain mood, feel free to
be a little eager or talk a little quieter.
6. Embody energy:
Your audience, like you, will have energy. The audience will grab if
you are nervous. Lead the audience's energy rather than following it.
Remember to smile and think optimistically. This positive, vibrant vibe

will have an impact on your audience, and they will return to you as a
result.
7. Follow your outline:
You shouldn't need to glance down and read from your plan after all
your practice and engaging the audience. However, you may want to
double-check it from time to time to ensure that you've covered all of
the essential aspects.
You can leave your outline on the podium if you're giving a speech.
Feel free to take a step away from the podium while speaking. You can
also make use of your outline as a guidepost. This anchor is a safe
place you can always go back to. Take a moment to catch your breath,
consider what you've said, and double-check that you're on course.
8. Have fun with it:
Great public speakers are those who appear to be having some fun
while doing so. You should be pleased that you have the opportunity
to share your knowledge and that others are interested in hearing
what you have to say.
You might want to summarize your main points and restate your
thesis at the end of your speech. Then, in your concluding statement,
make an effective, thought-provoking, and action-oriented statement.
Thank your audience for listening to you and for being such a fantastic
listener. Then, if anyone has any questions, ask them. Because you
know your subject so well, answering inquiries shouldn't be difficult.
******
CASE STUDIES
Case Study: 1
Case: BellSouth’s Crisis Communication Plan
Bellsouth has issued a proactive crisis communications press release
which provides a useful case study in good practice. The release helps
to build BellSouth’s reputation as a well-prepared provider and also
anticipates problems which may occur following a disaster, educating
and preparing stakeholders in ways which should help to mitigate
post-disaster difficulties.
Here is the original article:
BellSouth is prepared for 2005 Hurricane Season ATLANTA, May 25

In 2004, BellSouth (NYSE: BLS) maintained service in every one of its
central offices during the onslaught of four hurricanes over the span of
six weeks. Nearly one year later, the company has enhanced its
emergency preparedness plans to produce a network and legion of
employees that are even better equipped to weather the 2005 hurricane
season.
"BellSouth has one of the most advanced, reliable and resilient

networks in the world," said Rod Odom, president of network services
- BellSouth. "Our customers can trust that, in the event of a hurricane
or other natural disaster, BellSouth will be there to keep them
connected and maintain the quality of service they have come to
expect from this company."
BellSouth has emergency preparedness plans in place to ensure that it

responds quickly to a natural disaster. BellSouth has incorporated
enhanced tracking technologies into its planning process to more
effectively forecast impacts of a storm to its network. BellSouth's
priorities during and after a natural disaster are to provide back-up to
its network in affected areas and to quickly and effectively initiate
recovery efforts. BellSouth provides back-up to critical areas of its

network in the event of a commercial power outage through batteries
and diesel-powered electric generators that are either permanently
installed in facilities or stored in warehouses across the Southeast. In
addition, BellSouth has more than one thousand portable generators
on standby, ready to be loaded and transported to an area hit by a
storm.
BellSouth also provides back-up using technology that instantaneously

re-routes communications through its network in the event of an
outage.
As the recovery process begins, BellSouth employees work tirelessly to

restore service and repair damaged facilities, often with the help of
loaned technicians from other regions and telecommunications
companies. In 2004, more than 1,300 technicians were loaned to aid in
BellSouth's restoration efforts.
BellSouth offers customers several tips to stay safe and connected

before, during and after a hurricane or other natural disaster:
Before the Storm:
• BellSouth has compiled a list of emergency contact information

on its Web site at http://www.bellsouthcorp.com/emergency.
During a hurricane or other severe storm, BellSouth will
update the site with status information on the BellSouth
network.
• Check out the Community Information Pages in local editions

of The Real Yellow Pages(R) from BellSouth. The section
includes critical information for hurricane and severe weather
planning, surviving and recovery. The Severe Weather Planner
can also be found online at www.realpageslive.com
• Designate a friend or family member outside the storm area as

a central contact and plan for everyone in your family to

contact that person to relay status and location information.
• Ensure that your home and business are equipped with the
proper telephone services to re-route communications in the
event of a service interruption. BellSouth offers products like
BellSouth(R) Voice Mail, Crisis Link(SM), Remote Access Call
Forwarding, Call Forwarding Don't Answer and Call
Forwarding Busy Line.
• Make sure that your cordless and wireless phones all work
properly and are charged and that batteries and car chargers
are available.
• Make sure that you have at least one traditional wireline

telephone, as cordless phones will not function in the event of a
power outage.
• Program all emergency contact numbers into your Cingular

Wireless(R) phone. Make sure that everyone in your family has
the home, work and cell numbers of family members, friends
and co-workers with whom they will want to communicate.
• Consider additional cell phones for your family's use or for

storage in your safe room/basement. The Cingular(R) Family
Talk and Prepaid plans offer great options for staying in touch
during an emergency.
• Consider downloading new tools that will give you the latest
weather forecasts and traffic updates. Cingular offers tools
such as My-Cast Weather, available for download at
www.cingular.com/media, to help you stay up-to-date over
your wireless device.
During the Storm:

• Use your phone for necessary calls only, leaving lines open for
emergencies.
• During a power outage, your phone line may be inoperable if

your cordless phone, caller ID unit or other telephone
equipment requires external power. Plug a non-electrical
telephone directly into a phone jack to verify if you have
service.
• During extremely high calling volume periods, you may

experience a slow dial tone. If you don't hear a dial tone
immediately when you pick up your phone, wait a few seconds
or hang up and try your call again later.
• Consider short/text messaging service (SMS) as a

communications alternative. Sending a text message requires
less signal strength and can be a fast and effective alternative to
voice calls during an emergency.
After the Storm:
• Expect delays in getting calls through because of high demand

for service.
• It is still a crisis situation - keep your calls short to allow

emergency calls to get through.
• To request residential repair when calling:
• From a BellSouth phone - dial 611
• From wireless or non-BellSouth phone or outside of Florida

- 1.800.432.1424
• In Spanish from a BellSouth phone - 1.888.707.2840
• In Spanish from wireless or non-BellSouth phone or outside

of Florida - 1.800.828.4652
• To request business repair when calling:
• From a BellSouth phone - 1.866.620.6900
• From wireless or non-BellSouth phone or outside of Florida

- 1.800.252.0803
Questions
1. Comment on the crisis communication management of BellSouth.
2. What lessons can other companies learn from the BellSouth

experience?
(Source: http://www.continuitycentral.com/news01908.htm)
Case Study: 2
PowerPoint Presentations: An easy way to get
the point across
PowerPoint used to be for businesses only. It was taught in classes for
use as a presentation tool to really make you stand out. These days it is
taught in school for any purpose. People still use it in business but
others use it to show off their vacation pictures instead of a projector
slide show. The program has made it very easy for anyone to use and
customize it. What’s really nice is that if you aren’t sure where to start,
it has templates to give you ideas. Or you can even use the template
and just add your own words and images. Presentation Skills Training
& Sales Training Programs to Develop Your Skills & Increase
Productivity.
PowerPoint is pretty much idiot-proof in its uses. You open the

program and can start using the blank page right away, adding
whatever you want in whatever format you desire. For those not
inclined to start completely from scratch, they have a help template
that has various color schemes and page setups for the first and
subsequent pages. Everyone can be different or exactly the same.
It is up to the presentation creator. And for those that want every page
different, there are templates for individual pages as well. So it can be
customized to any format you desire. And even with using the
templates, these can be modified. If you like the layout but want to
add text at the bottom, it’s easy to do by adding a text box there.
Another nice feature is that a template you like can also have the color
scheme changed by clicking a box and picking the colors you prefer.
To create a slide show, you make the required number of windows

and then can either use the slide show feature or manually change it
when you desire. Each page can have images and words show up
when you need it too so that if you have something you want the
viewing group to focus on longer, you can make it so.
While in a slide show you can even have an onscreen pointer to point
out the points you want to make. This may seem redundant with
bullet use, but some things may be more important than others and
this is how you present it in PowerPoint.
For business presentations, you do want more formal looking pages

without lots of pictures and fade-ins for points. Basics are better and
look more professional. But the beauty of PowerPoint is its versatility.
It can be for both a business use and personal for the same person.
And using PowerPoint to make a presentation is more engaging than a

notecard one. Something is happening on the screen to capture your
audiences’ attention and make them pay more attention to what you
want them to see. Pie charts and graphs can even be imported into a
PowerPoint presentation, including putting both on the same page if
needed.
A program as easy and versatile as PowerPoint makes it the

presentation tool everyone should use. It is easier than slide sheets and
transparency and some classes are utilizing it these days to make
teaching easier. People seem to pay more attention to something that
moves and can be interactive than is stationary.
And even in a group presentation, it can be easily transferred to a

screen for all to see. This makes it practical as well because in a big
room people can’t always see the speaker. Instead, they would be able
to focus on the PowerPoint presentation and see what you were
speaking about. And isn’t getting the point across to everyone the
goal?
Question
Is using PowerPoint for making presentations a better option than

using an Overhead Projector?
(Source:http://www.effectivepresentationskills.com/infobank/presentations.ht
ml)
Case Study: 3
Case: A True Tale of a Case Interview Gone
Bad
A Jobseeker's True Story...
The following is the sad-but-true story of what can go wrong in a case

interview. The narrator was a liberal-arts graduate in political science
who worked for a short and unhappy time after graduation as a
financial consultant and aspired to a position in management
consulting. He interviewed at McKinsey and Company. The names in
the story have been changed.
It was the third week in February on a gloomy gray morning, and I

sneaked out of the office and away from the phones, to which I was
chained, under the guise of a personal-business appointment. I raced
to my car, trying perhaps to create a physical excuse for my rapid
pulse. Carefully maneuvering around the droop in the ceiling, I shut
myself in my dingy red '85 Nissan 200, and with a tentative glance at
my leaking sunroof, I was off to interview at what felt like my only
salvation from the life-sucking, a money-ruled treadmill that had
become my existence.
I scrambled in the mist from my parking lot to the third tallest

building in Atlanta and headed for the top floor. As I was greeted by
the recruiter, I had condensation or perspiration – I'm not sure which –
trickling down my temple. She led me back to an area with two sofas
already accommodating three other interviewees. That caught me off
guard slightly. For some reason, I figured I'd be alone since it was the
end of recruiting season. Seating myself, I realized I hadn't really had a
chance to contemplate what to expect. I waited there in the morgue.
All three of my companions looked like the antithesis of at-ease. Had I

realized at the time that this was the job, I would have been nervous,
too, perhaps. I was anxious all right, but it had little to do with the
company. If I had been interviewing for a similar paying job at Bob's
Wholesale Hardware, I would have felt the same. The Truman scholar
from Cali and the Yalie to my left – info I would soon pry out of them
– each seemed to be focused on some mental mantra that they were
repeating in their heads. Both looked like they were trying to remind
themselves that they were brilliant enough and also decide exactly
which fine feat they should talk about as their greatest
accomplishment, or use for some clever analogy in their interview. I,
too, had considered these questions, but not knowing what to expect, I
figured I would simply say what I believed. Probably, my biggest
mistake.
I was surprised at how tight-lipped everyone seemed to be during

those few anxious minutes on the couches. I casually sparked up a
little conversation and learned that each person was there for a final
day-long round of interviews. They kept looking at me with a strange
tilt, as if they were sending me telepathic messages saying "What are
you doing!? Don't you know this is MCKINSEY??!!! They could hold
this stuff against us!" On by one, they were led off, leaving me alone
on the couch for a few uncertain minutes. Finally, I was greeted by a
young woman in her late 20s and pregnant. I'll call her Mandy for the
sake of this anecdote. She was welcoming, and we chatted as she led
me to a narrow little station where we could talk.
I found Mandy to be warm, personable, and helpful. She put me at

ease in what I realized was a completely unknown environment. She
asked me several "interview-type" questions, but her tone was always
helpful and inquisitive.
I think I made three mistakes during this interview: (1) I felt as though
I was always trying to give some nebulous right answer and falling
short. I had difficulty being concise because my nerves were so shot,

and I think my stammering didn't help. (2) When she asked a question
about where I saw myself in 10 years, I gave a very honest and
unusual answer about how people create stress for themselves trying
to plan and not being able to be flexible. I instead gave goals but
probably wasn't as concrete as I should have been. I wondered if my
honesty was appreciated less than a strong goal-oriented statement. (3)
Although I was vaguely familiar with case questions, I wasn't well
versed or practiced. When she asked me about how to figure out how
many quarters were in a mall, I knew she would want to hear how I
structured my analysis, but I probably focused too much on that and
also got myself caught in my own thoroughness. Had I been more
practiced, I could have been more systematic in my approach and then
stuck to my answer instead of feeling the need to add something I may
have left out.
Walking out of the room back to the sofas, I felt that it had gone fairly
well. I had shown some strengths, found some connections with her
(she was human). I wasn't sure whether I had done well or poorly on
the case question, but couldn't think of anything I left out. With
hindsight, I could have been a little more efficient and structured but
still think I did all right.
Back on the couch we waited, and one by one, my "friends" were

whisked away. Again, I was the last one on the couch and really
beginning to believe that I was an afterthought, at best. Maybe,
looking back, I should have been flattered, but at the time and under
the circumstances, I tried hard to be amused, primarily to keep at bay
the doubt that kept creeping in. When my final inquisitor – I'll call him
Ken – finally arrived, I heard the hammer hit the nail.
Nothing Ken did or said put me at ease or made me feel like the
interview was anything other than adversarial. I also knew that the
moment I became confrontational, I would lose. He started out with a

series of questions that were harmless enough, but sent me
scrounging.
"What was your most rewarding leadership experience?" I told him

about how I started at the age of 15 playing hockey, without knowing
which way to hold my stick or how to skate backwards, and the next
year was chosen captain, and the next again when I led our team to the
playoffs. Ken's enthusiastic response, "That's nice, but how about
something you did?"
Maybe I chose the wrong thing by giving a heartfelt answer as

opposed to an ideal answer, or perhaps I just wasn't clear in my point
of leadership by example. Either way, I felt his response to be colder
than the February air.
He then asked me a case question: "How much does a Boeing 757

weigh?"
Again, I knew he was less concerned about the number I came up with
as opposed to my process, but he was no help. I asked him all sorts of
questions, and he just shrugged his shoulders and sat tight-lipped
until after the fifth attempt he finally said, "To answer your one
question, you can assume that the seats are empty and the tank is full."
He corrected me a few times, too. "Now I heard recently that the

Concorde that they mounted atop a building near Times Square
weighs 25,000 tons...." "Tons or pounds?" asks Ken.
"I thought tons...right???" I asked as I felt the last bead of self-esteem

trickle down the small of my back.
"I don't know," helped Ken smugly.
Well I figure the Concorde seats about 300 people, so the 757 probably
somewhere around 350-375.
"Actually, it’s more like 500," helped Ken again, "and you have two
more minutes."
I could barely stand up after our time was up; my legs were weak. Ken
started down some stairs, and I mentioned, "I need to pick up my
umbrella and briefcase from the waiting area," and he said, "OK, meet
me at the door afterwards."
I didn't know what to make of it all, but I was scared. I could hardly
keep the tears back as I headed for the job I so desperately wanted out
of. I had a bad feeling in my stomach.
Two weeks later I received a voice message from Ken, and over the
next week and a half of phone tag, I could scarcely wonder whether I
was nixed, or they wanted to take another look. When we finally
connected, he seemed to be friendlier than I remembered. It hurt all
the more when he said, "I've got some bad news..."
I asked why they felt they weren't interested, and he said I took too
long to answer some questions and seemed to be unsure with
numbers. That hurt. Throughout the day, I rapid-fire numbers and
calculations on the spot as a financial consultant and am always one of
the first with an answer. And I have been told time and time again that
my biggest strength is being able to communicate a point quickly. Yes,
I stumbled in the interview, but it still seemed ironic.
I bombed out in this interview because of (a) innocent naiveté about

the big players in consulting and what that really meant; (b)
unfamiliarity with their process and what is they look for in a first
interview – I just had no clue; (c) emotional turmoil; (d) lack of
confidence and certainty about what I was doing and why; and (e)
some general bad luck.
If I am to glean some powerful lessons from this experience, they are:
Although it sounds like I did not prepare for this interview, I did. I,
however, did not prepare the right way or understand really what I
was getting myself into. Those approaching consulting interviews
need to know what is expected in interviews of various types of
companies and positions, I obviously was clueless. I was especially
clueless about the rigidity and formality of these interviews.
Another valuable lesson I've learned from this experience is to practice

those case studies and all your answers to those questions that I
thought were too trite to be asked (like "what's your greatest
accomplishment?").
And most importantly, leave nothing to chance. Prepare every

unthinkable scenario. There is no replacement for hard work,
especially when you get only one shot.
Question
Analyze the case and find out what went wrong with the interview.
(Source: http://www.quintcareers.com/bad_case_interview.html)
Case Study: 4
Improving the Listening Skills of Managers at
Procter & Gamble
Introduction
The managers of Procter & Gamble (P&G) are highly trained
professionals. They work under heavy time pressures and tight
deadlines. As a result of this, the managers were not listening
effectively to customers and co-workers.
LEAD GROUP
To improve the listening skills of the employees and managers, the
Research and Development (R&D) department conducted a
programme for middle managers and technical leaders. A group
‘Leaders Effect. A Difference (LEAD) was formed to attend that
programme. The objective of the LEAD group was to increase
innovation and build lasting relationships to increase long-term
networking.
The participants of the LEAD group could obtain the following

benefits:
• Recognize the complexities of work issues.
• Accept the senior management expectation.
• Recognize the importance of helping others to solve their work

issues.
The program for LEAD groups begins with a 45-minute introduction

to the LEAD process and is followed by building in-depth listening
skills. Listening is the main point of coaching: hence it plays a critical
role in developing coaching. The lead group was structured into
groups of six persons. Participants were asked to play the role of

helper and observer. Each member of the group was assigned the role
of the seeker for one of the six LEAD sessions.
The seeker was assigned the role of practicing the skills of helping
others on work issues. The helper was assigned the role of practicing
listening and training skills to assist the seeker to think, feel, and plan.
The outcome of the LEAD group
Over time, the LEAD group program was effective in motivating the
listening skills of managers. The LEAD group approach met the
business need for improved coaching by managers and was successful
in establishing communication with broader network of employees.
Discussion Questions:
1. Give the reason which made the managers ineffective listeners?
2. What are the benefits of LEAD group program to the participants?

Case Study: 5
Case: How to Behave at a Business Meeting in
China?
Meetings in an international context bring new challenges to the table.
In China, cultural and linguistic differences, as well as expectations of
how one should act may be different than what you are used to at
home. To ensure effective communication and productivity we
suggest keeping the following things in mind when having a business
meeting in China.
Speak Slowly
You may be used to speaking rapidly in a fast-paced business

environment. However, if you are meeting with your Chinese
counterparts at business meetings where your conversation needs to
be translated, make sure to take the speed down a notch. By speaking
slowly, you can ensure your translator can comprehend what you
have said and your message can be translated accurately. Also, after
completing one or two sentences make sure to stop and allow for
translation so your interpreter doesn’t have to recall too much
information at one time.
Avoid Idioms
“Hit the nail on the head”, “Step up to the plate”, and “The silence is
deafening” are idioms you may use in everyday conversation.
However, none of them translate into Chinese easily. If you use them
in a business meeting in China and your translator is unable to
interpret them accurately, your meaning may be lost. When
communicating through a translator in China talk most
straightforwardly and directly possible.
Don’t Interrupt
The beginning and ending of Chinese business meetings tend to be

more formal than those in the West. At the beginning of the meeting
the leader of the Chinese organization you are meeting with will
formally introduce his company and the colleagues accompanying
him. To conclude the meeting, the Chinese leader will often give a
brief overview of the discussion and next steps. During these
introductions and conclusion, it is best to listen and not interrupt the
speaker. In Chinese culture, this is not appropriate to raise questions
or add you own opinion at this time. Rather listen respectfully and
allow the speaker to finish what he has to say.
Have your own Translator?
Since communications can be a major challenge during a meeting with

a Chinese business or government agency it is important to have a
capable translator. We strongly suggest that even if the Chinese
organization you are meeting with has a translator make sure that you
also bring your own to the meeting. Without your own translator you
will not be able to verify that what you are saying and hearing is being
translated completely and accurately and that your interests are being
protected.
There are many companies in China which can provide translators for
business meetings. Before hiring one speak with them to verify their
English language ability and to learn if they have experience
translating for foreign companies. Additionally, you may want to
consider hiring a native English speaker who is fluent in Mandarin
and will be able to interpret for you in a way which is easier for you to
understand.
Be Understanding
Even if you take all of the tips we’ve given and have great translators,
there will inevitably be some Miscommunication between yourself and

native Chinese speakers. Even if every word in a sentence is translated,
shades of meaning will almost certainly be lost. In these situations,
realize that it may take some effort to get at the precise meaning of
what is being said. Being open to learning some Chinese language and
culture would also be a good way to understand more about the
cultural context of the language and the significance of certain key
phrases.
Question
Does culture of any country, China in this case, affects the conduct at
meetings?
(Source:http://www.businessinsider.com/how-to-behave-at-a-
business-meeting-in-china-2011-3)
Practice Letters
1. Confirm an order given by telephone for 100 pocket calculators for

your school.
2. Some steel cupboards and filing cabinets which you had ordered for
your office have been delivered to your office in a damaged condition.
You have reason to believe that they were carelessly handled while
being transferred from the trucks to your office rooms. Write, asking
the supplier to get the goods replaced immediately.
3. A college laboratory intends to buy glass jars, chemicals, acids etc.,

As the principal of a college, draft a letter asking " Orient Chemical
Traders" for their catalogue and quotation. The letter should stress that
substantial concession is expected as it is an educational institution.
4. Place an order for 300 boxes of coloured magic crayons subject to the
manufacturers agreeing to pack them in specially designed boxes for
Diwali presentation for no additional charge
5. Write a letter of enquiry to a private hospital for conducting a health

check-up in your factory
6. Messrs.G.S.Bhat and Bros. complain that 100 tins of condensed milk

ordered by them arrived in a damaged condition. Draft a complaint
about it asking for its quick replacement.
7. Write a quotation letter for pressure cookers. Place an order for the
same on Jagadish traders, Kolkata. Draft the order giving the
necessary instructions.
8. Place an order for 500 sets school uniform for the age group between
9 to 14 for boys required by National High School to Mssrs. Universal
Garments Pvt. Ltd., Bangalore to be supplied within 21 days from the
date of the order, failing which, a penalty clause has to be included in
the order.
9. St. Stephens College conducted its annual sports meet in the first
week of December. Draft a press report of the occasion in detail.
10. The Principal of St. Joseph’s College has appointed a committee of

two teachers and three students to suggest new directions in which
student’s co-curricular activities can be developed. Write the
Committee’s report.
Reference
Anwesha Pathak, Shivangi Sinha, Astha Srivastava. (2019).
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theory and practice.
Bovée, C. L. (2008). Business communication today. Pearson Education

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in communication research. In Between communication and information
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Communication. Berlin: De Gruyter Mouton. 2013.
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WEB LINKS
https://www.indeed.com/hire/c/info/poor-communications
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history-and-forms/
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Previous year question papers
Second Semester of 5 Year B.B.A., LL.B. Examination, June/July 2015
BUSINESS COMMUNICATION
Duration: 3 Hours Max. Marks: 100
Instructions: 1. Answer Q. No. 9 and any five of the remaining

questions.
2. Q. No. 9 carries 20 marks and the remaining questions carry 16

marks each.
3. Answers should be written either in English or Kannada completely.
Q. No. 1. ‘Human relations are established through some or other

means of communication’. Explain this statement with reference to the
importance and objectives of communication. Marks: 4×16=64
Q. No. 2. ‘Barriers are obstacles which give rise to some problems in

communication’. Elaborately write your answers with respect to
physical, semantic and language barriers.
Q. No. 3. Define written communication. Explain the different

channels of written communication in detail.
Q. No. 4. There are variations in styles of writing Business letters.

Explain the various forms in detail.
Q. No. 5. What is a Report? Explain the different types of special

reports in detail.
Q. No. 6. What is the role of body language in making a presentation?

Explain with reference to the ten aspects of body language.
Q. No. 7. St. Stephens College conducted its annual sports meet in the
first week of December. Draft a press report of the occasion in detail.
Q. No. 8. Write short notes on any two of the following. Marks: 2×8=16
(a) Use of websites in Business.
(b) Interview-types of Interviews.
(c) Teleconferencing.
Q. No. 9. Answer any two of the following. Marks: 2×10=20
(a) Confirm an order given by telephone for 100 pocket calculators for
your school.
(b) Some steel cupboards and filing cabinets which you had ordered
for your office have been delivered to your office in a damaged
condition. You have reason to believe that they were carelessly
handled while being transferred from the trucks to your office rooms.
Write, asking the supplier to get the goods replaced immediately.
(c) The Principal of St. Joseph’s College has appointed a committee of

two teachers and three students to suggest new directions in which
students’ co-curricular activities can be developed. Write the
Committee’s report.
II Semester 5 Year B.B.A., LL. B. Examination, June/July 2014
Instructions: 1. Answer all 5 Questions.
2. Answer one essay type and one short note question from each Unit.
3. Figures to the right indicate marks.
UNIT – I
Q. No. 1. (a) Explain the meaning and importance of Communication.
Which are the elements of Communication? Explain. Marks: 15
OR
Describe the process of Communication.
(b) Write short note on: Marks: 5
Telephone Communication.
OR
Grapevine Communication.
UNIT – II
Q. No. 2. (a) An organisation cannot function at all without

communication. Explain this with regard to importance of
Communication in Business. Marks: 15
OR
What are the various barriers in Communication? Discuss.
(b) Write a note on: Marks: 5
Computer Mediated Communication.

OR
Report – an important aspect of an organisation.
UNIT – III
Q. No. 3. (a) Place an order for 300 boxes of coloured magic crayons
subject to the manufacturers agreeing to pack them in specially
designed boxes for Diwali presentation for no additional charge.
Marks: 15
OR
Write in detail about the layout of a business letter which has 11

different parts.
(b) Write a note on Marks: 5
The Seven C’s of Communication letters.
OR
Letter of Reply to an enquiry.
UNIT – IV
Q. No. 4. (a) What is a report? Explain the different kinds of reports.

Marks: 15
OR
Write a report of Sub-Committee on the choice of a suitable site for a

branch factory in Maharashtra.
Salient features of a formal report.
OR
Routine reports.
UNIT – V
Q. No. 5. (a) What are the features of newspaper report? Explain.

Marks: 15
OR
Explain the points to be kept in mind while preparing the text of a

speech.
OR
A press report of your college gymkhana inaugural function.

Second Semester Five Year B.B.A.LL.B. Examination, June 2013
Instructions: 1. Answer all five questions.
2. One essay type and one short note question or problem from each
Unit have to be attempted, which is referred as Part (a) and Part (b) in
all the Units.
4. Answers should be written either in English or in Kannada

Completely.
UNIT – I
Q. No.1. (a) Explain the interactional process model of communication.

Describe the basic concepts of communication given by Berlos model.
Marks: 15
OR
What is two-way communication? Explain with the help of a diagram.
(b) Write a note on various models of communication. Marks: 5
OR
Write short note on importance of body language in communication?
UNIT – II
Q. No. 2. (a) What are the different media of communication? Explain

the meaning, merits and limitations of formal communication channel.
Marks: 15
OR
Explain the features of communication. Why is communication

considered an important responsibility of managers?
(b) Write a note on: Video Conferencing. Marks: 5
OR
E-Commerce and M-Commerce.
UNIT – III
Q. No. 3. (a) What is an Office Memo? Suggest guidelines for writing

memos.
What purpose does it serve? Marks: 15
OR
“A business letter should be brief, effective and should convey the

right message”. Explain the statement.
(b) Write a note on different types of layouts of business letters.

Marks: 5
OR
Write a letter explaining reasons for dishonour of a cheque.
UNIT – IV
Q. No. 4. (a) Explain the importance of business reports. Explain the

essentials of a Good Business Reports. Marks: 15
OR
Draft the Director’s Report of the 20th Board of Director’s meeting.

Assume own agenda.
(b) Write a note on: Office Report and Investigation Report. Marks: 5
OR
Auditor’s report.
UNIT – V
Q. No. 5. (a) How do you distinguish between a formal speech from an

informal speech?
Mention some of the occasions on which businessmen may have to

make a speech. Marks: 15
OR
How is speaking to a small audience different from addressing a large

gathering? Mention the good qualities of a good speaker.
(b) Write a note on: Important characteristics of good speech. Marks: 5
OR
As a Union Minister of Industries, you have been requested to address

fresh engineering students. Draft a suitable speech.
Second Semester of Five Year B.B.A.,LL.B. Examination, Dec. 2012
Instructions: 1. Answer all 5 questions.
2. One essay type and one short note question from each Unit have to
be attempted.
UNIT – I
Q. No. 1. (a) Define Communication. Explain the different stages in the

communication cycle. Marks: 15
OR
“Communication in an organisation is multidirectional”. Discuss the

statement by explaining briefly the different types of channels of
communication based on directions of communication.
(b) Write a note on “E-mail”. Marks: 5
OR
Note on: Importance and benefits of communication.
UNIT – II
Q. No. 2. (a) “Life is a communication –centered activity. If we cannot

communicate effectively, we cannot live effectively”. Explain the
statement and describe the various aspects of body language.Marks: 15
OR
What is formal communication? Explain any three types of formal

communication used in business world.
(b) Explain the importance of upward communication in business.

Marks: 5
OR
Write a note on: Need of communication in business.
Unit – III
Q. No. 3. (a). Messrs. G.S. Bhat and Bros. complain that 100 tins of
condensed milk ordered by them arrived in a damaged condition.
Draft a complaint about it asking for its quick replacement. Marks: 15
OR
Write a quotation letter for pressure cookers. Place an order for the
same on Jagadish traders, Kolkata. Draft the order giving the
necessary instructions.
(b). Write a note on: Effective Writing. Marks: 5
OR
Note on: Modern tools of communication and their impact.
UNIT – IV
Q. No. 4. (a) Draft a feasibility report on setting up a nationalised bank

branch in Hungund Taluka. Marks: 15
OR
Write a report on the theft of student’s moped from the college scooter
stand. Draft with recommendations.
(b) Write a note on: “Press Reports”. Marks: 5
OR
Write a note on “Structure of Report Writing”.
UNIT – V
Q. No. 5. (a) Draft a speech as a chairman of NGO of the United

Progressive Alliance on fulfilling the promises made in common
wealth programme. Marks: 15
OR
As a Chief Guest, draft the speech you would make on the closing
ceremony of a Trade Conference held in Dharwad.
(b) Write a note on: Public Relations. Marks: 5
OR
Note on: Counselling and Motivation.

Second Semester of Five Year B.B.A.,LL.B. Examination, June 2011
BUSINESS COMMUNICATION (Course – III)
Instructions: 1. Answer all 5 Questions.
2. Answers should be written in English completely.
3. One question from Part (a) and one from Part (b) should be ttempted
in each unit.
UNIT – I
Q. No. 1. (a) What is communication? Mention different types of

communication. Marks: 15
OR
What are the benefits of communication?
(b) Write a short note on Oral Communication. Marks: 05
OR
Why Body language is so important in communication?
UNIT – II
Q. No. 2. (a) What is mis communication? How it happens and why?

Marks: 15
OR
For good business, is communication necessary, write the pre

requisites for this.
(b) Define business communication and its need. Marks: 05
OR
Write a short note on brain drain.

UNIT – III
Q. No. 3. (a) What are the features of enquiry letters? Marks: 15
OR
What are the characteristics of a good business letter?
(b) Write a short note on complaint letters. Marks: 05
OR
Why courtesy on a readers side so important in drafting a letter?
UNIT – IV
Q. No. 4. (a) What is report? Mention different types of company

reports. Marks: 15
OR
What is the importance of the report?
(b) Write a note on periodical reports. Marks: 05
OR
When and why the reports of enquiry and investigation are drafted
and undertaken?
UNIT – V
Q. No. 5. (a) As a chairman what are the things to be kept in mind

while drafting a speech for company meetings. Marks: 15
OR
Write a press note for introducing a new branch office at Hubli.
(b) Why is press note so important for a business firm? Marks: 05
OR
Write a short note on a speech.

Second Semester of Five Year B.B.A.,LL.B. Examination, January

2012
BUSINESS COMMUNICATIONS
2. One essay type and one short note question or problem have to be
attempted from Part (a) and Part (b) in each Unit.
UNIT – I
Q. No. I. (a) Explain the process of communication. Marks: 15
OR
Explain the importance of communication.
(b) Write a short note on oral communication. Marks: 5
OR
Importance of body language in communication.
UNIT – II
Q. No. 2. (a) Discuss the prerequisites of good communication.

Marks: 15
OR
Explain the physical and semantic barriers in communication.
(b) Write a note on need for communication. Marks: 5
OR
Write a note on grapevine communication.
UNIT – III
Q. No. 3. (a) What are the characteristics of a good letter? Marks: 15
OR
Explain the 7 'C' of a good business letter.
(b) Write a letter of enquiry to a private hospital for conducting a

health check-up in your factory. Marks: 5
OR
Write a note on circular letters.
UNIT – IV
Q. No. 4 (a) What is a report? Explain the types of reports. Marks: 15
OR
Explain the parts of a good report.
(b) There have been constant complaints from your customers about
late delivery of goods and shortage in the goods supplied.
As the head, of the dispatch section draft a report. Marks: 5
OR
There has been a remarkable decline in the sale of sports goods

manufactured by a company. The marketing manager has been asked
to report with recommendations for stopping the decline. Prepare a
report.
UNIT – V
Q. No. 5. (a) What are the characteristics of a good speech? Marks: 15
OR
Discuss the characteristics of a press release.
(b) Prepare a press release to announce the decision of your company

to change its name and commence a new business. Marks: 5
OR
Draft a speech inaugurating a trade fair of handicrafts and products of

small-scale industries.
II Semester 5 Year B.B.A. LL.B. Examination, December 2014
Duration : 3 Hours Max. Marks : 100
Instructions : 1. Answer Q. No. 9 and any five of the remaining

questions.
2. Q. No. 9 carries 20 marks and the remaining questions carry 16

marks each.
3. Answers should be written either in English or Kannada completely.
Q. No. 1. ‘Communication is the mortar that holds an organisation

together’. Explain this statement in the light of the need for Business
Communication. Marks: 4x16=64
Q. No. 2 What is oral communication? Which are the various channels

of oral communication?
Q. No. 3. Jaihind College conducted an inter-collegiate youth and

cultural festival at its premises. Draft a press report of the valedictory
function held.
Q. No. 4. ‘Body language makes a powerful impact on others’. Explain

this statement with regard to the many aspects of Body language.
Q. No. 5. What is the socio-psychological barriers of communication

and how can they be overcome?
Q. No. 6. Convenience and custom have laid down certain

requirements as parts of writing a business letter. Which are they?
Explain each one in detail.
Q. No. 7. ‘Communication is the nucleus to everything that we do.’

Explain this statement with reference to the objectives of
communication.
Q. No. 8. Write short notes on any two of the following: Marks: 2x8=16
(a) Significance of communication technology in business productivity.
(b) Report and parts of a report.
(c) Significance of tactful writing in business correspondence.
Q. No. 9. Answer any two of the following. Marks: 2×10=20
(a) A college laboratory intends to buy glass jars, chemicals, acids etc.
As the principal of a college, draft a letter asking ‘Orient Chemical
Traders’ for their catalogue and quotation. The letter should stress that
substantial concession is expected as it is an educational institution.
(b) Write a letter to the Commissioner Hubli-Dharwad Municipal

Corporation highlighting the condition of bad roads and poor sanitary
conditions in your area.
(c) Place an order for 500 sets of school uniform for the age group
between 9 to 14 for boys, required by National High School to Mssrs.
Universal Garments Pvt. Ltd., Bangalore to be supplied within 21 days
from the date of the order, failing which, a penalty clause has to be
included in the order.
Second Semester of B.B.A. LL.B. (5 Years Course) Examination,

December 2013
Duration : 3 Hours Max. Marks : 100
Instructions : 1. Answer all 5 questions.
2. One essay type and one short note or problem question from each
unit have to be attempted.
3. Figures to right indicate marks.
4. Answers should be written either in English or Kannada.
UNIT – I
Q. No. 1. (a) i) What is communication? Mention different types of

OR
ii) Explain the process of communication with a diagram and

illustrate.
(b) i) Write short note on advantages of written communication.

Marks: 5
OR
ii) Write short note on body language.
UNIT – II
Q. No. 2 (a) i) “Life is a communication centered activity. If we cannot

communicate effectively, we cannot live effectively”. Explain the
statement and describe the various aspects of body language.Marks: 15
OR
ii) Explain the pre-requisites of good business communication.

(b) i) Write a short note on verbal communication. Marks: 5
OR
ii) Write a short note on non-verbal communication.
UNIT – III
Q. No. 3. (a) i) Place an order with Kirti Fruit Centre, Bangalore for the
supply of different types of fruits required by you. Ask them to
despatch the fruits through lorry transport and to supply the best
quality fruits. Marks: 15
OR
ii) Explain how do you write a letter of enquiry from the “Jeevan
Sports of Hubli, dealing in sports goods to be addressed to the ‘Sky
Line Sports’ of Pune enquiring about the sports materials.
(b) i) Explain the characteristics of a good business letter. Marks: 5
OR
ii) Write a short note on complaint letter.
UNIT – IV
Q. No. 4. (a) i) What is report? Mention different types of company

reports. Marks: 15
OR
ii) What are the importance of the report?
(b) i) Write a note on periodical reports. Marks: 5
OR
ii) Essentials of a good report.
UNIT – V
Q. No. 5. (a) i) What is press note? Why is it so important for business

firm? Marks: 15
OR
ii) Draft a press release on getting the award for the highest exports.
(b) i) Write a short note on speech. Marks: 5
OR
ii) Use of Visual-aids in presentation.

Second Semester of Five Year B.B.A., LL.B. Examination, June/July

2012
BUSINESS COMMUNICATIONS
Duration: 3 Hours Max. Marks : 100
2. One essay type and one short note question have to be attempted
from Part (a) and Part (b) in each Unit.
UNIT – I
Q. No. 1. (a) Write an explanatory note on feedback skills. Marks: 15
OR
Explain the channels of oral communication.
(b) Write a note on advantages of written communication. Marks: 5
OR
Benefits of communication.
UNIT – II
Q. No. 2. (a) Explain the socio-psychological barriers in

OR
Explain the pre-requisites of good business communication.
(b) Write a short note on brain-drain. Marks: 5
OR
Write a note on ‘Types of Grapevine Chains’.
UNIT – III
Q. No. 3. (a) Explain the parts of a good letter. Marks: 15
OR
What is a complaint letter? Explain the guidelines for drafting replies

to the complaint letters.
(b) Draft a circular letter announcing a gift scheme on the occasion of

New year to increase the sales of the latest designs in suiting’s.
Marks: 5
OR
Draft a letter to Rainbow India Pvt. Ltd. Bangalooru placing an urgent

order with them for certain goods required for the forthcoming rainy
season.
UNIT – IV
Q. No. 4. (a) What is a Report? State the main points to be considered

in drafting a report? Marks: 15
OR
What are the characteristics of a good report?
(b) Draft a report of enquiry into the charges of a junior employee’s

misbehaviour with an officer. Marks: 5
OR
The principal of a college has appointed a committee of two teachers

and three students to suggest new directions in which student’s co-
curricular activities can be developed. Draft a committee’s report.
UNIT – V
Q. No. 5. (a) Explain the characteristics of a good press release.

Marks: 15
OR
Explain how to prepare a text for a public speech.
(b) Prepare a suitable press release to announce that your company has
signed an agreement with a company in Japan for the production of
compact discs and CD players. Marks: 5
OR
Draft a suitable speech to be given by the Chairman of a finance

company, on its Annual General Meeting.

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BUSINESS

All rights reserved. No part of this book may be reproduced in any

First Edition 2024

Price: Rs. ___/-

Christ Academy Institute of Law (CAIL)

Christ Academy Institute of Law (CAIL) Book Series

Note: This publication is sold with the understanding that

Publisher shall not be liable for any direct, consequential, or incidental

In case of binding mistake, misprints, or for missing pages etc.,

Printed at: Prints India Process, Bengaluru.

Unit 1- Basic of communication

Unit 2- Need for communication

Unit 3- Business Letters

Unit 5- Press reports and speeches

Unit 6- Interpersonal skills

This book has a few advantageous properties:

• To meet the learning objective, the substantial focus has been

• Practice letters and previous year's question papers have been

First and foremost, I give thanks to my Lord Almighty for assisting me

Assistant Professor, Christ Academy Institute of Law.

Communication: Meaning, history and importance, communicators

Business Communication: the need for business communication, errors

Business Letters: enquiries, quotations, orders and complaints, notices,

Reports: Reports for publication, periodical reports, reports to

Press notes and speeches of the Chairperson in company meetings

CHAPTER – 1 INTRODUCTION TO BUSINESS COMMUNICATION .. 11

CHAPTER – 1 NEED FOR BUSINESS COMMUNICATION ..................... 83

UNIT - III ................................................................................................... 119

CHAPTER – 1 BUSINESS LETTERS ............................................................ 121

UNIT - IV ................................................................................................... 213

CHAPTER – 1 REPORTS ............................................................................... 215

UNIT - V .................................................................................................... 261

UNIT - VI ................................................................................................... 299

CHAPTER – 1 INTERPERSONAL SKILLS ................................................ 301

CASE STUDIES........................................................................................ 331

Case Study: 1 Case: BellSouth’s Crisis Communication Plan .................. 333

Communication even playing an important role in the business as

According to Ricks and Gow defined, “Business Communication as a

According to Peter F Drucker, “For communication to be effective has

The word communication comes from the Latin word "communis,"

Communication can be defined as the process by which two or more

An organization's most important component is communication. In

intertwined, and their activities are intertwined as well because all

3. Basic elements of business communication

1. Two or more parties:

It involves two or more parties in the process. Here one

The next important element of communication is the

The Channel of medium is very important for the

The last important element of communication is feedback.

“…as human beings we have a special capacity to use symbols to

Communication started when people started sending messages orally

• 15th and 16th-century communication

Ancient man was forced to be creative with communication and keep

While verbal communication was used in ancient times, symbols and

Communication for ancient man became more complex as variations

People during ancient times can often be depicted as savage and

While communication saw a lot of advancements during ancient times,

that was only the beginning.