Unit 1-5 COMMUNICATION IN MANAGEMENT

Department of Distance and Continuing Education
University of Delhi
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Generic Elective (GE)

B.A.(Hons.) Economics/English/Political Science
Semester-II
Course Credit-4
COMMUNICATION IN MANAGEMENT
(Department of Commerce)
As per the UGCF-2022 and National Education Policy 2020

Communication in Management
Editorial Board
Dr. Sneh Chawla, Dr. Rutika Saini,
Ms. Ritika Sharma
Content Writers
Ms. Archana Mathur, Dr. Rutika Saini,
Ms. Ritika Sharma, Ms. Tulika Prasad,
Ms. Tasneem Shahnaaz,
Academic Coordinator
Deekshant Awasthi
© Department of Distance and Continuing Education

ISBN : 978-81-19169-35-1
Ist edition: 2023
E-mail: ddceprinting@col.du.ac.in
commerce@col.du.ac.in
Published by:
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the aegis of Campus of Open Learning/School of Open Learning,
University of Delhi, Delhi-110 007
Printed by:
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© Department of Distance & Continuing Education, Campus of Open Learning,

• Unit I, III, IV and V are edited versions of study material prepared for the courses under Annual &
CBCS Mode. Unit II is written afresh.
• Corrections/Modifications/Suggestions proposed by Statutory Body, DU/Stakeholder/s in the Self
Learning Material (SLM) will be incorporated in the next edition. However, these
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TABLE OF CONTENTS
UNIT I : Lesson 1 : Introduction to Essentials of Business English

UNIT II : Lesson 1 : Role of Listening in Business Communication
UNIT III : Lesson 1 : Oral Business Communication
Lesson 2 : Routine Written Communication
UNIT IV : Lesson 1 : Group Discussion and Interviews
UNIT V : Lesson 1 : Meetings and E-Mail Etiquettes
Lesson 2 : Business Reports and Proposal

UNIT I
LESSON-1
INTRODUCTION TO ESSENTIALS OF BUSINESS ENGLISH
Archana Mathur
STRUCTURE
1.1 Learning Objectives
1.2 Introduction.
1.3 What is Business English
1.4 The Communication Cycle
1.5 Channels of Communication
1.6 Directions of Communication
1.7 Effective Communication
1.8 How to make communication effective
1.9 Summary
1.10 Glossary
1.11 Answers to In-Text Questions
1.12 Self-Assessment Questions
1.13 Suggested Readings
1.1 LEARNING OBJECTIVES

After studying this chapter students may be able to understand: -
• The role of communication in management
• The process of communication cycle
• The structure, types and channels of communication
1.2 INTRODUCTION
Business English is the study of English for the specific purpose of communication and
conducting business at the workplace. It involves an understanding of the communication
structure, the ways in which messages are sent and received, how and why the speaker has to
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B.A. (Hons.) Economics/English/Political Science
be careful of the words and also the means used to communicate. At the workplace, no work
can get done without the message being suitably communicated to the person concerned. In
these chapters you will learn about the effective ways to communicate, which channels should
be used and when. By the end of this chapter, you will learn what is business English, types of
communication channels of communication and directions of communication.
1.3 WHAT IS BUSINESS ENGLISH

Pre-Reading Activity
a. Do you think only human beings can ‘communicate’?
b. Can people express ideas only through words?
c. Who do you find it easier to talk to: your friend or your professor in college?
d. Do you find it easier to speak or to write?
The communication can be loosely defined as transmission and receiving of messages, such
that it gives a unity of purpose among the people concerned or within an organization. An
organization functions due to the dynamic communication network which links the decision
making and its implementation. Thus, managerial functions can be integrated better wherever
there is a smooth flow of communication, clearly leading to achievements of organizational
goals. Most importantly, all business depends on marketing and advertising of its products and
services which is communication with a purpose. Some of such functions are listed in your
Book pp 5-6.
1.4 THE COMMUNICATION CYCLE

1.4.1 Process
The figure given below shows the basic model of the communication cycle: sender, encoding,
medium/message, decoding, receiver and feedback.
Sender: S/he begins the process as s/he feels the need or is professionally required to
communicate ideas, thoughts or messages. So the ‘message’ is put into words which will be
understood by the receiver and sent through a medium available to both the sender and the
receiver.
Encoding: The sender selects the codes or structure which will be the ‘content’ or ‘form’ of
the message. This selection depends on the language or communication skills of the sender and
the comprehension level of the receiver. Encoding can be verbal or non-verbal.
Message /Medium: Just as ‘water’ is the ‘message’ which is carried through the ‘pipes’ which
become the medium, the message decides the medium. Verbal messages can go through
telephones or face to face and written messages can be sent by e-mail or post.
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Decoding: Decoding means interpretation of the message by the receiver. It depends on the
clarity of the encoding, comprehension skills and noise free environment for oral messages.
Receiver: The receiver should be attentive and ready to ‘receive’ the complete message, i.e.,
its verbal and non-verbal components.
Feedback: Receiver’s response to the message is the final step in the communication cycle as
it indicates if the message received is the one intended by the sender. In one way
communication like notices, memos, feedback is not possible.
Fig 1.1 Communication Process

1.4.2 Functions of Communication
Communication helps in not only the basic functioning of an organization, but it also acts as
the ‘gel’ that binds the employees together. Internally, an informal exchange across
departments and hierarchical levels creates a sense of harmony and trust. It develops a shared
sense of purpose among the employees which builds effective bridges across levels of various
seniority. Management can better coordinate between its planning and decision-making,
delegation of responsibility job handling, teamwork etc through smooth and open
communication. Externally, communication helps to channelize coordination between the
company and its customers, dealers, suppliers, stakeholders, banks, governments and other
related organizations. Most importantly, all business depends on marketing and advertising of
its products and services through communication strategies. This kind of communication is
termed as communication with a purpose.
1.4.3 Types of Communication
Look at the Flow diagram detailing Media of communication on p 13. You can see that
communication is broadly divided into two parts: Verbal and Non-Verbal.
Verbal Communication: Using words or language to communicate seems the most
convenient way to express ourselves. Developed over a long period of time, language system
is the most advanced form of communication as we can communicate the most complicated or
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difficult ideas using a range of vocabulary. Our language or verbal skills depend on our
educational and socio-cultural environment. We can use language for both oral and written
communication. Also, both types of communication have their advantages and disadvantages
as listed in your text.
Oral Communication: When you wish to communicate, don’t you prefer to speak directly or,
call up the person rather than write notes or letters? Oral communication is the most preferred
mode because it is:
• Spontaneous, has greater speed and the sender can get an immediate response or
feedback and give clarifications if required.
• It is highly persuasive, especially, in a face to face situation because the speaker can
use suitable non-verbal elements like tone, stress and even suitable gestures and
expressions. Most successful sales talk or legal arguments are oral communications.
• We can even ‘modify’, or change the message midway in immediate response to the
listener’s reaction or response, in case one is repeating some information or not giving
enough details.
• Socially, oral communication allows groups of people to interact and bond with each
other. In organizations, it gives employees a chance to build trust, team spirit and
companionship as it is less formal than written communication and can work across
hierarchical levels.
However, one should be cautious of using oral communication, specially at the workplace due
to the following reasons:
Oral Communication cannot be legally documented, it can lack planning and lead to confusion;
it depends on memory or attentiveness and listening. Such communication can be distorted in
transmission or wrongly interpreted. Also, responsibility cannot be fixed.
Nevertheless, oral communication is essential in a routine, every day functioning of any
organization, both formally and informally. You need to develop skills suitable for effective
communication. You should maintain a good vocabulary and choose the suitable
word/expressions which make the message clear, concise and complete. Also, your tone,
pronunciation, expressions and body language should agree with what you are conveying
verbally. And a good speaker needs to be a good listener too, as only then can you respond
suitably through feedback.
Written Communication: No organization can function without written communication as too
many people are involved in the running of the organization. Besides, oral communication can
never be as formal, uniform, organized, or even legally documented as written communication.
A written message becomes part of ‘routine correspondence’ as
• It can be altered, edited and corrected as per requirement.
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• It has greater accuracy and credibility as information can be verified, retrieved and
referred later on.
• Information can be researched and properly organized
• Procedures can be uniformly implemented across far flung branches of large
organizations
• Written messages like e-mails, advertisements through media, newsletters and
information brochures have a wider and easier outreach.
As mentioned on p 19, at times written communication is disadvantageous as it can add to the
clutter of excess paper, consumes too much time and man-hours, feedback is slower and
seeking clarifications can be laborious; poor writing skills can reflect inadequacy even for a
trained professional; it is formal in tone and can create inter-personal barriers or
misunderstanding. Besides a written document has the risk of going into wrong hands.
Despite such drawback’s, written communication is preferred because it helps in the smooth
functioning of organizations. You can use the following tips to improve your skills:
Keep your language simple, specific, and direct by writing commonly used words.
Do not give excess information or too much content which can confuse the reader.
Also make suitable paragraph divisions so that the reader follows the message clearly.
Always check your document for any errors or misinformation.
Correct grammar and a polite tone are signs of good writing skills.
Nonverbal Communication
As the figure on p 21 of your book illustrates, the non-verbal communication forms a large
part of all communication, in fact out of 93%, body language conveys 55%, paralanguage
conveys 38% of the entire message. Only 7% is conveyed verbally! Don’t you use your facial
expressions, different gestures and change your tone when speaking to someone?
Nonverbal communication can further be divided into the following parts:
Sign Language
Sign language is one of the oldest means of communication: it came before language and is
still used in many situations. You must be familiar with some commonly used signs like traffic
signals, zebra crossing, signboards, signs for escalators or stairs, sirens, school bells etc. Such
signs are universally understood, usually by educated and uneducated alike.
Audio Signs: Bird and animal calls are as many sounds that travel and convey messages, as
the drum beats and trumpets of earlier times were audio signs that conveyed messages to people
far and near. Today, sounds such as sirens in factories mark change or end of shifts, the
ambulance hooters, police car siren bring immediate attention to an emergency situation.
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Routine sounds such as the doorbell, the telephone ring, or the vehicle horn all convey a
message requiring immediate action. Audio signs reach quickly and do not require the receivers
to ‘see’ the sender and can therefore reach a larger number of people even at some distance.
Also, such messages cannot be ‘blocked’ out.
Visual Signs: pictures or symbols which indicate something like a staircase or an exit in
buildings or a school or petrol pump ahead or just a traffic sign, are visual signs which
communicate without words . Motorists and general public can easily follow the instructions
just by noticing the roadside symbol and know where to turn, or even how far the next available
restroom or petrol pump is. Most importantly, many of these signs are universally understood
and can be followed by people who don’t know the local area’s language. In print, maps and
figures visually illustrate and clarify the theoretical concepts. Thus, illustrated books and
advertisements convey the maximum meaning in shorter space.
Audio-Visual: All messages, information and advertisements on T.V and the internet,
presentations etc. on multimedia rely on audio and visual medium. They are the most popular
as the message has a deeper and immediate influence. For business purpose, this medium is the
best suited as modern technology is constantly improving ways of reaching out to potential
customers and clients, as also the public.
Kinesics:
Body Language
In face-to-face communication, a major part of the communication is conveyed through body
language. Our face, eyes, and hands express our feelings or emotions ‘spontaneously’. Though
use of body language is typical for social communication, its interpretation usually differs from
culture to culture. In business dealings, meetings, interviews etc. one should be aware of such
differences. The example on p23 illustrates this point. You will learn more about the cultural
components of communication in the next chapter.
We can convey a range of emotions like joy, fear, anger, acceptance, rejection, and even our
sense of authority and respect through our eyes, facial expressions or even our hand gestures.
Refer to table 2.1 on p24 of your book for some common gestures.
Similarly, sign language as used for the hearing impaired and the traffic policeman’s arm
movements depend on specific movements of hands, head or shoulders to convey their
messages even from a distance. But be careful about using gestures because only some of them
are universal, most of them are culture specific. A wrong gesture can cause trouble anywhere.
You will learn more about them in the next chapter. Posture and appearance also convey
messages nonverbally. A well-dressed person with an erect posture will always display
confidence and integrity. A slouching posture and untidy appearance will always convey
insecurity and lack of control. Clearly, the right posture and appearance must be maintained at
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the workplace, with good personal hygiene and suitable dress to avoid an impression of being
disorganized.
Paralanguage
Just as ‘what‘we say is oral communication, ‘how’ we say it is paralanguage. An angry voice
or a soft tone convey totally different messages to the listener: two commonly used examples
of para language. As detailed in your text, voice, word stress and non-fluencies are some
features of paralanguage.
• Voice-It immediately identifies the speaker, tells us his/her social and educational
background and the person’s gender.
• Volume-Change in volume tells us about the distance of communicators, their
hierarchical position, or whether it is a public or private conversation.
• Pitch-It is the degree of highness or lowness of sound and makes the conversation lively
or boring.
• Pauses and word stress- Good speakers use suitably placed pauses to emphasize, give
a break to the listener or even to create further interest in what they are saying. The
example of “is this how you study?” on p 29 shows the importance and use of word
stress.
• Inflections and non-fluencies are small bits of sounds and filler words we sometimes
use in spoken language. These ‘sounds’ mark our mood and can identify our social,
cultural and linguistic background. Non fluencies usually express anger, frustration
shock or surprise through words like ‘ok, ah, oh no!’ Avoid using them too frequently.
Proxemics: Space Language
Don’t you stand close to your friends when you talk, but stay at a respectful distance when you
are talking to your principal? Do the surroundings at a railway station look very different from
a metro station? Proxemics is the study of use of space in a specific way to help us understand
our immediate environment better.
➢ Surroundings- As the above example illustrates, our immediate surroundings convey to
us nonverbal messages about the location. Today, organizations consciously use the
built environment to project a positive image. Use of specific colours, architectural
design, interior designing of offices, all reflect customer friendly attitudes and better
staff facilities .Refer to pp 31-32 for a detailed account of space use and a table on
colour codes.
➢ Intimate, Personal, Social and Public Spaces- Look at figure 2.7 on p 33 of your text
book. The four circles represent the four zones of spaces referred above, marking the
‘acceptable’ distance between the communicators. Intimate Space is the most private
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zone, reserved for family and very close friends, where minimum words are needed to
communicate. Use of verbal language increases in Personal Space as this space is used
with immediate seniors or subordinates, close associates and friends. But body language
continues to be important here. Social Space is best suited for organizations as most
business communication like meetings, instructions, negotiations and professional
interactions take place within this space. Public space is the space where paralanguage
skills are required the most as the distance of 12 feet or more crosses the hearing as well
as visible range and audio equipment is required for the speaker to be heard. Refer to
your book for additional information on use of personal space. It is important to note
that personal space zones may differ from culture to culture.
Chronemics: Time Language
Attitudes to time and punctuality reflect about an individual’s professionalism, socio-cultural
background and an organizations’ efficiency or lack of it. Though time language can be culture
specific, routine business activities and negotiations might breakdown if deadlines are not
honored. You will learn more about chronemics in the next chapter.
Haptics: Language of Touch
Touch is the most direct form of nonverbal communication and is highly culture specific.
Holding hands, kissing etc are too intimate ways of self-expression and can offend someone.
Impersonal gestures like handshakes or a pat on the back can be safely used at the workplace
to convey friendliness or encouragement. Across gender or with seniors it is usually the lady
or the senior who makes the first move. Be aware of varying attitudes to touch at the workplace
to avoid embarrassment of any kind.
Listening
In oral communication cycle, the listener of the message is equally significant to ensure
‘completion’ of the process. Good communicators are always skilled listeners. P 35 lists ‘Dos’
and ‘Don’ts’ of listening. To develop your skills, some ‘types‘of listening are given briefly.
✓ In Evaluative listening, you assess and value the new information according to
information you already had, to suitably respond to it.
✓ In Discriminative listening, the listener tries to focus on the speaker’s words to extract
relevant information from a confusing, noisy environment.
✓ Appreciative listening is a way of showing interest in the conversation and motivating
the speaker to continue
✓ Through Empathic Listening, the listener relates the message to the speaker’s
emotional state to go beyond the superficial meaning.
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Silence
As a nonverbal mode, silence relies on body language and facial expressions. Thus, Silence
can communicate varying messages like respect, fear, ignorance, anger or even disinterest. At
times, it can convey an undesirable message, so silence should be used cautiously.
IN-TEXT QUESTIONS
1. Touch is the most direct form of verbal communication. T/F
2. Decoding is the first step of Communication process. T/F
3. Sender is the one who decodes the message before interpretation. T/F
4. Our language or verbal skills depend on
a. Educational environment.
b. Socio-cultural environment
c. Both a and c
d. None of the above
5. In oral communication cycle, the listener of the message is equally significant to
ensure ‘completion’ of the process. T/F
1.5 CHANNELS OF COMMUNICATION

Just as water moves through pipes, relevant information travels through some organized
channels from the source to the target. Such channels are formed as per the requirement of each
department and can be formal or informal. These channels have some basic structure and
functioning systems as shown in figure 3.1 on p 40.
1.5.1 Organizational Structures
Line Structures: people at all levels supervise and administer the group lower to them by
sending instructions and receiving reports, requests etc. This structure maintains ease and
clarity in movement of information and hierarchical position of all concerned by fixing
administrative responsibility. But in large organizations, too stretched lines of communication
could delay the process. Use general notices, newsletters, hold meetings, or internally
restructure to shorten lengthy lines of communication.
Committee Structure: A selective group of individuals are chosen to collectively discuss and
decide upon a set of jobs. It is a participatory, democratic group where each member feels
motivated and responsible for the decision taken as all members are equally involved in the
process. Sometimes, frequent meetings might be time consuming, or all members may not
participate equally.
Functional Structure: This works as a link between experts and functional managers of various
teams, making specialist knowledge directly available to the group. One just needs to be alert
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about any conflict in instructions between permanent and temporary supervisors. At times the
functional link might delay the process.
Matrix Structure: A variation of Line Structure, in matrix structure , executive project
managers and specialist functional managers , all report to an overall manager. Seeking advice
and giving support becomes convenient as select teams function with good interdisciplinary
cooperation. But such an arrangement is effective only for time bound projects. Refer to fig.3.2
on p 43.
1.5.2 Communication Networks
Certain patterns of communication networks are used in organizations to accomplish routine
matters as unorganized communication cannot be effective. Look at fig. 3.3 on p 44. The
networks differ in the presence or absence of the authority figure who controls or coordinates
the communication. So, in wheel network, each member communicates directly with this
central figure, while in the chain network, an intermediary figure controls the communication
between the central figure and other members. The circle network has no central figure as
each member can communicate with any two closest members while the all channel network
is decentralised and allows free flow of information. Networks controlled by a central or
authority figure are formal channels.
Formal Channels
The Formal channel clearly marks the functional spheres of authority and responsibility. It
makes operations of the organization easy as it divides it into functional units. This structured
channel of communication makes routine matters systematic and authoritative. Formal channel
makes the operations efficient as it.
▪ gets work done through instructions, orders etc.
▪ information is authentic and undistorted as it moves through hierarchy.
▪ designated people duly carry out their responsibilities.
But sometimes, the formal channel might obstruct free flow of information or might slow it
down and documentation can be laborious and expensive. At times an over formalized
procedure also might divert the purpose of the message to its process.
Informal Channels
This channel is driven by personal, rather than administrative needs and is popularly called the
grapevine. It is oral, non-structured and undocumented communication, primarily fulfilling a
social need to share. Traditionally, it was seen as detrimental to the company as it would spread
rumors, create distrust between management and staff or even among certain groups of
employees, especially in times of financial meltdown, changes in management or even when
new technology was introduced.
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Now, the same channel has become a useful tool in the hands of management, as it is used
specifically to spread correct information through the grapevine, more so if the company is
going through a financial crisis, policy or technological changes. An open, healthy line of
communication is opened between management and employees through general body
meetings, newsletters, notices etc. Thus, by preventing rumors, the organization benefits from
a healthy environment based on open, truthful communication. Grapevine is positively
effective as:
• It is oral, spontaneous, flexible, multi directional and can reach a range of employees
in a very short time.
• It can generate important feedback, honest viewpoint and build healthy relationships
• As a parallel channel, it can mentally prepare employees before official arrival of
information.
• It acts as a safety valve to diffuse a potentially charged situation.
Sometimes these positive features can be counterproductive as information may be incomplete
or distorted. Also, grapevine being anonymous, people with malicious intention can spread
harmful rumors. One needs to be on guard against such situations.
The Grapevine Chains
The Single Chain Strand is the least complicated as messages move linearly from A to B to C
and so on.
• In the Gossip Chain, the sender may select the receiver on the basis of trust and the
messages could be more of personal nature.
• In the Probability Chain, receivers are randomly chosen as the messages are of general
interest or the information is not too particular.
• The Cluster Chain is used for a wider spread of messages but the sender carefully
selects the receivers. Thus, A selects two individuals B and C to share information. B
and C then share it further with a cluster of others who in turn convey it further, though
all receivers do not become senders. Thus various channels are used according to the
type of information to be shared at the workplace.
1.6 DIRECTIONS OF COMMUNICATION

We are always so casual and relaxed when talking with friends, but always so careful and
serious when we talk with our elders. At the workplace too, all communication depends upon
the levels of the two communicators. Clearly, the difference in the levels of the two
communicators decides the way we communicate. Just as the channels are important, the
direction of the message within the organizational hierarchy determines the specific function
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of the message. Thus if the message is coming from say the Vice –President to the Marketing
Manager for example, the VP is either issuing an instruction or asking for a report. While a
mechanic could be communicating to the floor supervisor about unavailability of say some tool
required for the job at hand. The level of the sender and the level of the target or receiver of the
message determines the direction of the Communication. As the figure in the book illustrates
on p 55, there are three basic directions of communication: Vertical, Horizontal and Diagonal.
The basic movements would be downward or upward.
1.6.1 Downward Communication
Most routine communication begins from the top levels of the organization and goes down to
the lower level for suitable action. Authoritative and managerial functions in the form of orders
and instructions are handed down to the subordinate levels. Thus task specific instructions,
implementation of company policies and coordination of interdepartmental activities are all
carried out through downward communication. Though routine, downward communication
has certain limitations:
▪ The meaning or the emphasis of the message might be distorted as the message has to
go through many levels or the message could even get delayed.
▪ Some managers control/shorten parts of the message to seemingly make it more
acceptable.
▪ Overuse of downward communication could make communication one way by limiting
flow of feedback.
▪ Sometimes subordinates might psychologically resist downward communication to
avoid authoritative instructions
1.6.1.1 Ways to Make Downward Communication Effective:
➢ Message should be brief accurate, complete and written in simple language.
➢ Instructions should be easy to follow.
➢ Urgent messages should be sent directly to the concerned department to avoid delay.
➢ Multiple channels should be used , followed by feedback. Feedback will help avoid
errors of understanding or interpretation.
1.6.2 Upward Communication
Communication sent from the lower levels to upper levels of hierarchy is called upward
communication. It is used for reporting progress of task assigned problems or new
developments at the lower levels, making suggestions, seeking advice or reporting grievances.
Yet, upward communication may not be smooth for the following reasons:
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Limitations of Upward Communication

• Rigid channels of communication or even psychological fear of authority might
discourage the subordinate from freely sharing information with the superiors.
• If report is unfavorable the subordinate might distort or dilute the communication. A
distorted report might lead the management into wrong decisions or conclusions.
• Lack of trust or fear of the authority’s response might make the sender withhold or filter
part of the information.
• At times, due to the pyramid structure of an organization, too many people might send
too much information to the top level and thus slow down critical response of the
management. Appointing an ombudsman outside the hierarchy can overcome this
problem.
• A senior might overlook clues by showing disinterest in the junior’s message due to
poor listening skills.
1.6.3 Lateral or Horizontal Direction
In an organization, when people of the same level interact within or outside their department,
it is called Horizontal Communication. It is nonhierarchical and almost informal as there are
no psychological problems. Functionally, horizontal communication helps in
• Decision making,
• Inter-departmental coordination,
• Sharing of information and new ideas, solving problems,
• Generates goodwill among employees and
• Creates a healthy atmosphere.
Nevertheless, at times, horizontal communication has its limitations. Some of which are listed
below:
▪ Due to equal ranking, a sense of authority is difficult to achieve or impose as it is
imposed through downward communication.
▪ Professional rivalry might cause suppression of some crucial information.
▪ Peer group may not be motivated enough to share or exchange ideas.
▪ Lack of appreciation of other units might lead to mistrust or inter-departmental rivalry.
To counter these disadvantages, a sense of credibility among the peer group, openness, respect
for the other, persuasive power to convince should be developed to make horizontal
communication effective.
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1.6.4 Diagonal Communication

Diagonal channel is the most direct/shortest channel as depends directly on the requirement of
the communicators. It cuts across all routine hierarchical channels and directions. For example,
a Production Engineer can directly check with the sales and service department to get the client
feedback. This channel is beneficial as
• It eliminates procedural delay.
• It boosts morale of subordinates if seniors of other departments coordinate directly with
them.
• Being a ‘direct’ channel, it best facilitates job coordination within an organization.
• Bulletin board messages notices and in-house newsletters are some of the popular
written forms of diagonal communication.
As detailed on pp 63-64, one needs to be aware of certain limitations of diagonal channel, some
of which are given here :
• Direct communication across rank and departments, specially by managers, might
interfere in the other’s zone or authority.
• The ‘bypassed’ reporting superior may not cooperate even in routine matters or may
‘resist’ taking orders or implementing decisions.
• Over reliance on diagonal channel might disrupt routine lines of communication and
authority in day to day functioning.
1.6.5 Filtering and Information Overload
In an organization, you have seen that all channels of communications move through multiple
levels between the policy/decision maker and the one who actually carries out that instruction
or vice versa. In most cycles of communication, both filtering and information overload are
part of the process. If the balance is not maintained, too much or too little information may
negatively impact the functioning of the organization.
Filtering- When information is ‘sifted’ or parts of it are ‘withheld’, it is called filtering. In
downward communication, the receiver does not need to know the entire ‘original’ message,
but gets just the ‘filtered’ instructions. The example of the faulty fan on p 65 of your book
illustrates this process. Clearly, filtering should be done with due judgment to avoid
miscommunication. In downward communication, if too much information is withheld, the
receivers might either be confused or may try to fill in the gaps by adding rumors through the
grapevine as most downward communication is authoritative in nature. In upward
communication, too much filtering may distort the crucial feedback, causing the management
to reach wrong conclusions or take wrong decisions.
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Information Overload- Too much information with one person leads to information overload.
Most organizations have a pyramid structure- just a few at the top level, but many more as they
go down .If all the subordinates sent each and every information to the management, it would
become impossible to suitably respond to each and every one just as you can’t justifiably
respond to a flooded mail inbox. In the process, some vital feedback or information can be
easily overlooked. The entire communication process would become inefficient and
ineffective.
Thus, for all channels and directions to function smoothly and effectively, information overload
should be avoided by active involvement of intermediary levels who suitably deal with the
information before sending it further on. Also, filtering should be balanced out so that the
message does not get distorted.
1.7 EFFECTIVE COMMUNICATION

You would agree that though communication happens all the time, some basic requirements
have to be kept in mind to reach effective communication. At times, barriers or obstacles come
in the way and distort or change the original message. These could be in the form of
transmission losses or a misunderstanding by the receiver of the message. For communication
to be complete and effective, the message reaching the receiver must be free of any such
barriers. This section will first list out and explain the types of barriers and later equip you with
tools for effective communication, as given on p 120, figure 8.1.
1.7.1 Hierarchical/Organizational Barriers
At the workplace, all employees are bound within fixed levels of authority and responsibility.
As this structure is essential for the functioning of any organization, flow of communication
depends on the professional capacity and requirement of the parties involved, giving rise to
organizational barriers such as:
Directional and Channel: Information travelling downwards passes through various levels,
where each level has an opportunity to somewhat ‘change’ the meaning emphasis or intention
of the message. To check such distortion, avoid:
• Information overload,
• Reduce the number of levels a message has to pass through.
• Encourage diagonal channel communication and open-door policy.
Such measures will also help employees in case of any internal or external organizational
changes so the employees are duly prepared for the same.
Message Planning and Target Orientation: In any organization, planning for and meeting
deadlines, completing projects etc is an everyday affair, making it extremely important that all
communication should clearly convey the desired message to get the desired result. So
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messages need to be well planned, focused , organized ,and be meaningful to the receiver.
There can be no scope for confusion, error or misunderstanding in communication as it can
lead to failure of the task at hand.
1.7.2 Psychological Barrier
Whereas organizational barriers may be due to operational factors, psychological barriers occur
due to the mental or emotional state of the communicators. Such as:
Perceptions of Reality: Just as the figure on p. 122 of the farmer and the office goer illustrates
in your book, what is good for one may not be good for the other, it means people perceive
reality differently. Individual perceptions of reality are determined by social, cultural and
linguistic background of the person. For effective communication, both the sender and the
receiver need to come to a common purpose, avoid subjective perceptions or assumptions.
Also, when in doubt, always clarify.
Selective vs. Comprehensive Perception: It is usual for us to focus on one feature or quality to
perceive the reality around us. But such selective perception gives us an incomplete or distorted
view. A comprehensive perception would make us good communicators/listeners as we would:
We should have a positive approach, keep our minds open, and simultaneously be alert to
parallel signals such as body language, voice, tone, pitch etc.
Emotions: A highly charged or emotionally intense state of mind is the greatest psychological
barrier. In an excited state, we may commit errors of judgment, lose rationality or miss the
obvious while communicating. Or we may vent our anger using offensive or abusive words
which can lead to a complete breakdown of communication. Anger and shouting has to be
completely avoided at the workplace. As you will learn, even bad message letters have to be
written carefully so as not to offend. A good communicator would always:
▪ Control heightened emotions which might negatively reflect on the speaker.
▪ Regain self-control and compose his/her mind before speaking.
▪ Stay quiet till one is calm again.
Socio-psychological Attitude and Opinion: The way a message is conveyed usually reflects
the speaker’s attitude and opinion as it adds additional meaning to the message.
This explains why the same message can be conveyed differently by different people. Also,
changes in pitch, rise and fall of the voice convey the speaker’s tone of humor, irony, surprise
or interrogation. It further reflects the speaker’s subjective opinion as s/he chooses certain
words and even gestures to convey the message. Remember that opinions and attitudes are
formed by one’s social, cultural, educational and economic backgrounds. As In the modern
workplace, people from diverse backgrounds, opposite gender and even different nationalities
could be working together, it is important to be sensitive to such diversities. One should take
care not to express our discriminatory attitude or opinion. The policy of inclusion or an
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accepting attitude should be followed in letter and spirit for smooth channels of
communication.
1.7.3 Cultural Barriers
All of us belong to one social group or the other where the group can be identified in terms of
language, food habits, dress or social pattern of behavior. In short each one of us ‘belongs’ to
a given culture group. It affects both verbal and non-verbal communication as what we say and
how we say it depends on our cultural orientation/attitude or belief. In India, for instance, a
younger or junior person is directly told to do something while in the West, even a small child
will be ‘requested’ politely to do the same task. Because there can be different or totally new
codes of behavior in an intercultural situation these ‘codes’ can become barriers to
communication. Hence, it becomes essential to familiarize oneself about the other’s cultural
conventions. This will make your communication effective.
Cultural Diversity: The section on social and cultural variables earlier must have alerted you
to the phenomenon of cultural diversity. Societies are further divided into sub-groups within
the larger group. As boundaries of nations, cultures and communities are no longer keeping
people limited or confined to familiar territory, people are increasingly travelling or interacting
for professional or personal reasons. In such a global context, the best way to avoid any
miscommunication is to build your cultural sensitivity. The “thumbs-up’ example in the text
alerts you about difference of interpretation of cultural cues. At the workplace, be on the look-
out for stereotypes or generalizations to avoid any cultural or social prejudice.
Values: Ethics, Credibility and Trust Relationships based on shared values always stand the
test of time. Thus, an organization which supports ethical practices will be valued by
employees, business partners, stake–holders, clients, customers alike. Recruiters also look for
traits like honesty, integrity and reliability in job seekers. Besides, reputation of companies,
brands and products depends on their trust fulfillment of professional commitments. Peoples’
trust leads to good business.
1.7.4 Linguistic Barriers
Conventions of Meaning: For any communication to be effective, speaking the same language
is not enough. We need to share the conventional meaning of the words. Communication will
be accurate when the communicators refer to a common base of shared experience and terms
of reference. Sometimes, meaning of a word depends on its usage and context. This brings into
prominence certain acronyms, abbreviations or technical words which may vary from
profession to profession. So, a lawyer would ‘plead’ the case for his ‘client’ while a doctor
would give ‘symptomatic’ treatment to her ‘patient’ who is ‘febrile’. At times, the same word
can be used as a noun or a verb or an adjective , which can confuse the listener if the context is
not clear. For example, “My friend gave me a ‘ring’ yesterday.” Besides, language devices
like figures of speech, idioms, culture specific words or phrases etc can create
misunderstandings if the listener is not familiar with such terms.
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Denotative and Connotative: We all refer to the Dictionary to get the precise meaning of any
unfamiliar word. Meanings listed in the Dictionary are ‘denotative’ or literal as they directly
specify the idea or thing being referred to. Suggestive or additional meanings /implications
attached to a word from its connotative meaning. Thus connotations can express value-
judgement or opinion of the speaker. You can look at the text for suitable examples. In formal
situations, avoid use of connotations as they may lead to confusion or unwanted negative
implications of meaning.
Semantic Problems: Vocabulary, Encoding Studying the meaning of words or Semantics, it
would seem that denotative words seem easier to understand. But words may have multiple
meanings and so lead to confusion or misunderstanding. As with ‘set’, the word ‘run’ has 396
meanings or definitions! At times, local languages too influence the English Language by
distinct usage or by introduction of words from other languages. Intercultural interactions of
people using different languages brings new meanings to words and enriches the language in
many ways. For example, Indian words like Namaste and yoga are commonly used in English.
Besides, some words acquire new meanings with changing times. Cell, keyboard, buzz, chat
are some words now used in the context of new technology. India has the distinction of having
the largest number of English speakers outside U.K and U.S.A. Being multilingual, a ‘mixing’
or hybridization of vocabulary and syntax etc., of oral languages has taken place in India. At
the cost of ‘purity’ of a language, such a mix is popularly accepted as a means of
communication. But such use should be restricted to informal exchanges specially at the
workplace. Moreover the sender has a greater responsibility of selecting the vocabulary for
‘encoding’ the message as it has to be done keeping in mind the conventions of meaning, the
context of the message as well as the recipients’ capability of comprehension.
Faulty Inference : Problems of Decoding: Once the message is ‘received’, its ‘decoding’ or
interpretation depends on a many factors. Sharing or perceiving correctly the context of the
message is as important as understanding the linguistic codes used by the sender. Sometimes,
contextual ‘gaps’ may be ‘filled’ wrongly by the receiver or some meaning may be lost in
transmission. If the context is not shared the sender should clarify the same while encoding the
message. Incomplete or poorly phrased messages lead to miscommunication.
Feedback: It has twofold benefits in effective communication: the receiver can clarify the
message and the sender gets to know if the intended message has been received. To make the
feedback truly successful, the sender should openly accept feedback and respond positively.
Transmission Losses: Transmission losses can usually not be prevented. Either the sender fails
to suitably encode a part of the message or the receiver’s subjective assumption or
interpretation misses out some intended part of the message. At times, language might become
a limitation. Use of simple and direct words can help reduce transmission losses . Any doubt
should be immediately clarified by the receiver.
Style of Presentation: All messages should be framed according to the required context.. Oral
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communication should combine features of body language para language along with the verbal
component of the message. Attentive listening, open response to feedback ,specially so if one
of the communicator is a senior, ensure a fulfilling communication for the parties concerned.
Similarly, a written piece of communication should be in simple and clear language and also
be well organized. Any offensive and provocative language or expression should be avoided
as all business communication, though articulated /expressed by individuals, reflects on the
company’s policies, public relations and ultimately, its image.
1.7.5 Physical Barrier: Noise
Noise is the biggest barrier to all communication. Isn’t it always difficult to talk to someone
in a noisy shopping area or a factory workshop? At times the phone line is ‘noisy’ so we get a
distorted message or due to loud disturbance close to us, we cannot focus on the message. It is
advisable to move away from the source of the noise if we cannot remove or rectify the
disturbing element from our immediate surroundings for clear communication.
1.8 HOW TO MAKE COMMUNICATION EFFECTIVE

The 3M Approach: Mind, Medium, Message
Focusing on three of the most important aspects of communication will help us make our
communication more effective: the mind of the sender who encodes and the receiver who
decodes/understands the message, the medium as selected by the sender to encode/package
her/his ideas to convey that message and the message itself.
1.8.1 The Mind
The mind of the communicators is the actual ‘seat of action’ as this is where the communication
cycle begins and ends. The ‘processing’ of ideas which lead to suitable encoding can be further
enhanced by including certain features such as:
You Attitude: It is not just a preference of second person pronoun over the first person ‘I’ but
an attitude which gives priority to the receiver .This gets reflected in the message, directing the
contents towards the receiver rather than the sender. So “I/We will dispatch the shipment
on…..” becomes reader friendly as “you will receive your order by….”.
Satisfying the needs of the Receiver: While framing the message, the sender should give
complete information, and also keep the needs of the specific reader in mind. Avoiding
assumptions, the sender should visualize the receiver’s information requirement ,which will
reduce gaps in the message and also the need for seeking too many clarifications. So the same
information will differ in content if it is sent as internal correspondence or to someone outside
the organization.
Attentiveness and Alertness, Patient Listening, Retention: An attentive listener will always
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score over an inattentive one as attentiveness is a crucial feature of communication. An alert

listener will be patient and will catch all the verbal cues along with the non-verbal and thus get
the complete message.
Retaining in memory what one hears helps the communicator to respond aptly when required.
While showing presence of mind, a good memory also ensures accuracy, precision and
spontaneity in oral communication. Unfortunately, many of us do not have good power of
retention. To overcome this barrier, one should take notes or maintain a diary.
Presence of Mind: Sometimes, things don’t go as planned. Presence of mind helps us deal
quickly with an unexpected situation. At times wit and humor can lighten up the mood and also
get us out of a tricky situation .A diplomatic response can smoothen out nasty situations.
Politeness: Politeness of speech and behavior maintains decorum ,dignity and seriousness of
purpose. At the work place it is always preferred as it keeps emotional outbursts and rude
expressions in check.
Organized Thoughts: Before expressing the message, you should organize your ideas such that
the thought process is linked logically and coherently. A well planned message will reflect all
the components of effective communication as listed above and will be easy to understand.
Sense of Time: As mentioned in an earlier section, punctuality, especially in professional
matters, conveys a high level of commitment and seriousness of the person concerned. Being
late for appointments and meetings disadvantages the person as he/she will need to apologize
at the beginning of any conversation. A punctual person will always be more confident and
organized.
1.8.2 The Medium
Selecting the right medium is as important as the message itself because the medium determines
the category of the message.
Appropriate and Purpose Oriented: Mediums are task-based .They differ for oral, written,
internal and external communication, as you will find out in subsequent chapters. So it’s very
important to choose the appropriate medium to convey the message effectively.
Voice and Tone: As you have learnt in an earlier section, voice, tone, pitch, inflection and
pronunciation etc. determine the actual impact of the speech. These elements of paralanguage
determine the effectiveness of the oral communication. The importance of voice and tone
therefore, cannot be over emphasized.
Proper Selection of Channel: Again as you have learnt earlier, all organizational
communication moves through somewhat fixed channels. Select the channel according to the
intended receiver(s) and also the urgency of the message.
Good Vocabulary and Language Use: A good range of vocabulary helps in using the right word
at the right time. This helps in keeping the message brief and to the point. Avoid long sentences
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and use of jargon or difficult words. Simple, direct language used within the rules of grammar
and syntax leads to successful communication.
1.8.3 The Message
For effective communication, be careful in preparing your message as this is what actually
reaches the receiver and you may not get a chance to rectify errors or any inappropriateness.
Cross check your message for the following features:
Clarity: The message needs to have clarity of thought and language which will help the
receiver to know the purpose of the message and respond accordingly.
Completeness: Make sure that the required details are included in the message. Incomplete
messages can lead to all kinds of practical problems.
Precision: A precise message will fulfill its purpose as it has clarity. Besides, in this fast-paced
life, it will always be preferred over long ones as it cuts short unnecessary paperwork.
Confidence and Credibility: In an organizational set up, there can be no room for doubts or
ambiguity. So anyone involved in any communication needs to be confident about the
authenticity of the information to maintain credibility.
Correctness of Information: Correctness of information leads to reliability and hence
trustworthiness in business relations. Any incorrectness might cause breaking of trust and
should be guarded against.
Objectivity: Personal opinions, biases or prejudices are to be avoided as they hamper with
ethical business relationships. Being part of an organization, it is important to maintain
objectivity in expression, unless one is asked to give a personal opinion.
Relevance: A focused message clearly remains on track and the information is not diversionary
or irrelevant. This feature again helps in maintaining brevity.
IN-TEXT QUESTIONS
6. The _________ is the least complicated as messages move linearly from A to B

to C and so on.
7. A selective group of individuals are chosen to collectively discuss and decide
upon a set of jobs.
8. Too much information with one person leads to.
9. Most routine communication begins from the ______of the organization and
goes_________for suitable action.
10. __________is the biggest barrier to all communication.
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1.9 SUMMARY
The above chapter introduces the measning and the objectives of the communication. The
chapter throws light on the process of communication that includes various nodes namely
sender, encoding, message/medium, Decoding, Receiver and Feedback. The chapter also
dicusses that how the verbal and non-verbal channels can be used as the types of
communication. The directions of communication have also been discussed in the chapter and
the upward, downward, diagonal and lateral directions have been explained briefly. The
relevance of effective communication has been throughly discussed in the lesson and it is very
important that the message is received in the desired manner. But there are many obstacles in
the communication process which can make the message less effective or ineffective.
1.10 GLOSSARY
COMPETENCIES
Communication: The communication can be loosely defined as transmission and receiving of
messages, such that it gives a unity of purpose among the people concerned or within an
organization.
Verbal Communication: Using words or language to communicate seems the most
convenient way to express ourselves.
Non-Verbal Communication: The communication which does not involve the use of words
in the non-verbal communication.
Formal Channels: The Formal channel clearly marks the functional spheres of authority and
responsibility. It makes operations of the organization easy as it divides it into functional units.
This structured channel of communication makes routine matters systematic and authoritative.
Informal Channels: This channel is driven by personal, rather than administrative needs and
is popularly called the grapevine.
1.11 ANSWER TO IN-TEXT QUESTIONS

1. F 6. Single Chain Strand
2. F 7. Committee Structure
3. F 8. information overload
4. C 9. Top level, Low level
5. T 10. Noise
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1.12 SELF-ASSESSMENT QUESTIONS

Q1. What is Business Communication?
Q2. In what ways can you make upward communication effective?
Q3. What is the role of feedback in any communication?
Q4. What, according to you, is the most important feature of nonverbal communication?
Q5. How are grapevine networks viewed today?
Q6. Which do you think is a more effective system of communication: line structure or
matrix structure?
Q7. List some of the disadvantages of upward communication and some ways to counter
such problems.
Q8. Which are the two most important barriers to communication?
Q9. What do you understand by the 3M approach?
1.13 SUGGESTED READINGS

● Bhatia, R. C. (2008). Business Communication. Delhi: Ane Books Pvt. Ltd.
● Bell, R. & Martin, J. (2014). Managerial Communication. Business Expert Press.
● Kaul, A. (2015). Effective Business Communication, 2nd ed. PHI learning.
● Lesikar, R. V. & Flatley, M. E. (2001). Basic Business Communication Skills for
Empowering the Internet Generation, New Delhi: Tata McGraw Hill Publishing Company
Ltd.
● Ludlow, R. & Panton, F. (1992). The Essence of Effective Communications. New Delhi:
Prentice Hall of India Pvt. Ltd.
● Meyer C, D. (2021). Communicating for Results, Oxford University Press.
● Owen, H., David, D. & Dennis, T. (1999). Communication in Management. Gower
Publishing, Ltd.
● Quintanilla, Kelly, M. (2021). Business and Professional Communication. 4thed. Sage
Textbook.
● Raman, M. & Singh, P. (2012). Business Communication. Oxford University Press.
● A.C. - 22.11.2022 Annexure - 4.01.42(A)-13 Scot, O. (2004). Contemporary Business
Communication. New Delhi: Biztantra
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UNIT II
LESSON 1
Role of Listening in Business Communication
Dr. Rutika Saini
Ms. Ritika Sharma
STRUCTURE

1.2 Introduction.
1.3 Objectives of Listening
1.4 Types of Listening
1.5 Features of a Good Listener
1.6 Analysing Poor Listening
1.7 Effective Listening Skills
1.8 Barriers to effective listening
1.9 Summary
1.10 Glossary
1.13 References

• The meaning of Listening
• The objectives of listening
• How to be a good listener
• What are the barriers to effective listening?
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1.2 INTRODUCTION
Listening is the most important part of the communication. If the listener is not around then the
speaking also does not have any relevance. Listening refers to the ability of the receiver to
listen the communicator and decode the message sent by him/her. It also means that the listener
should have the proper understanding of the words, ideas and the information that has been
passed to the receiver. If the message that has been sent by the sender does not reach the
receiver in an effective manner, then the receiver would be failed to react to the message as
well. Improper feedback would lead to the misunderstanding and conflicts.
The skill of listening needs a good practise. The listening ability is of utmost importance in the
relationship of a manager and the leader. It provides them with the information of all the aspects
of the business they need in the regular course of work. The skills of listening allow the
participant to actively engage in the meetings and gatherings. If one does not listen to the points
and the arguments made by the other person, He/she would not be abler to put forward his/her
own opinions. Therefore, listening is an art of understanding others and building argument.
1.3 OBJECTIVES OF LISTENING

Listening is a vital part of communication as with the help of listening we grasp the language.
It helps us to understand people around us and interact with different parties. The listening
requires a substantial amount of time and a vital organ of socialization process.
According to a study conducted by Adler, R. et al. (2001), Adults spend 70% of their time in
some kind of communication process out of which 45% of the time is spent to listen others ,
30% in speaking, 16% in reading and the 9% in writing some sort of things.
Fig 1.1 Time Spent Communicating

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Listening is an important activity in both i.e. professional and the personal front. Below
are some of the main objectives behind the effective listening at the workplace.
1. To know the Organization:
Thorough listening to the grapevine eases to know the members of the staff, about the
business’s activities and strategies. Thus, it leads to improved understanding of
association, it also simplifies the process of forecasting the changes that essential for
development.
2. To help resolving conflict.
Harvey Mackay, a businessman said, “You can win more friends with your ears than
with your mouth”. It has been observed that the employees frequently have the
concerns and grievances, all they require in that situation is a good listener. If the
manager listens to them carefully, they will feel calm and their anger would be drained
out.
3. To formulate better strategies.
If a supervisor listens to his/her team members wisely then he/she will be able to know
about the reaction of the team towards their policies and strategies. The top management
then will be able to formulate the strategies accordingly.
4. Acts as the Open-door strategy:
Some leaders use open door strategy where they try to open the doors for their
employees where they can come and talk. It is believed that open door strategy leads to
better understanding among the leader and the team. The leader must ensure that along
with the doors, they keep their ears open as well. Often the bad listening skills of the
leader leave the employees in the stress.
5. Problem solving:
If the problems are not resolved timely, they lead to big disputes. It is suggested that
the leaders need to identify the key areas and resolve matters before they lead to serious
dispute. The problems cannot be resolved if the leader does not have any idea about
the ground reality. Therefore, the subordinates are also advised to communicate their
problem clearly.
6. To increase confidence
It has been seen that the listening gives a good level of confidence to the people because
they are aware about each matter of the organization. The listening makes them more
knowledgeable and informed.
7. To create bonding:
A good listening creates a good bond between the listener and the speaker. The
employees also like to the listen to the leaders whom they think is listening to them as
well.
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8. To increase productivity:
If a leader listens to the subordinates carefully then the dedication level of the
employees also gets enhanced. If the leader only gives advices and never listen to the
team’s inputs then they do not feel motivated towards the better results.
9. To encourage innovations:
If a leader or a manager listens to the ideas of the team members properly, then they
also feel important in the organization, they give amazing inputs and work towards the
innovative ideas. The team members should always be encouraged to share ideas for
the betterment of the organization.
10. To build accuracy
Healthy listening leads to the collection of valuable information and facts which results
in accuracy while solving the complex problems and it also ensures the reduction in
misleading statements.
1.4 TYPES OF LISTENING

According to Ralph G. Nichols, who is regarded as the father of Listening, “The most basic of
all human needs is to understand and to be understood...The best way to understand people is
to listen to them”. Thus, being listened to, is one of our most basic needs.
However, the mere listening cannot ensure that the message has been clearly understood in the
desired manner as it is not necessary the message is always delivered or interpreted in the same
manner. The reaction of the listener relies on the way of listening. There are different ideologies
of different people. Some focus more on the listener while some focus on the message.
Therefore, it is essential to know about the various types of listening.
Fig 1.2 Types of Listening

1.4.1 Partial Listening
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The name itself suggests that this type of listening is somehow incomplete or one sided. Partial
listening happens when people do not listen to the full message or do not show the interest in
the content. This kind of listening has been further divided into three categories namely
selective, passive and discriminative.
1.4.1.1 Selective Listening: in this type of listening people listen to only a part of the message.
They select the part or parts of the message they are interested in. The selective listening
happens when the listener cannot be indulged in the active listening. Sometime the listener is
not in the position to listen to the message or concentrate on the whole message therefore he/she
filters out the message and forego the part of the message he/she thinks of less importance.
1.4.1.2 Passive Listening: Listening silently and patiently without intervening in talk is known
as passive listening. The listener does not participate in the conversation despite being
physically present. In passive listening the message in poorly absorbed and the listener would
not be able to recall the message in the future. The reason behind the passive listening can be
due to the ill health or tiredness. The passive listening involves merely the listening of the
words without understanding the content. The passive listening sometimes leads to
misunderstanding a speaker believes that the message has been heard properly.
1.4.1.3 Discriminative Listening: In this listening, the listener identifies the sounds he/she
wants to listen and ignores other less important voices. For example, a teacher in the class is
taking attendance and a student is able to listens his/her name in spite of the noise in the class.
Discriminative listening also involves dentification of sounds and making a distinction
according to the emotion associated with them.
1.4.2: Analytical Listening:
The word itself explains that in this type of listening, some type of analysis is involved.
Analytical listening is used when someone utilizes his/her analytical skills to evaluate a
message. It is mostly used when someone wants to critically evaluate something or someone.
Some types of analytical listening are given below:
1.4.2.1: Content Listening: It is a type of listening when someone needs to pay attention to
the content to get some information regarding the subject. It is suggested on the receivers end
that the speaker should not be challenged in between of the conversation as the aim of this type
of listening is to gather the information as much as they can.
1.4.2.2 Comprehensive Listening:
Comprehensive listening involves the understanding of the absolute content delivered by the
speaker. The problem arises when people interpret the different meaning of the same content.
The grounds behind the different interpretation can be some social and personal factors. This
kind of listening is usually practices at the workplace where the employees try to understand
the new policies and procedures to improve their performance.
1.4.2.3 Critical Thinking: It is one step advance from other types of analytical listening. In
this type of listening, the message is listened carefully to make use of the information in the
future. The listener needs to scrutinize the accuracy and reliability of the information. For
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example, the salesperson only discusses the positives of the company or when an LIC agent
visits us we listen to the terms and conditions carefully.
1.4.3 Full Body Listening:
Full body listening refers to the listening not only using the ears but also the full body. This
type of listening is important as it helps us to maintain our emotions in day-to-day life. This
type of listening can be exercised by keeping the mind and heart open. It helps us to take the
right postures in the communication process.
5.3.1 Active Listening: It involves the full participation of the listener is the communication
process. The listener needs to make conscious efforts to listen the whole message, decode it,
interpret it and respond to it. “Active listening is a process in which a listener receives
messages, processes them, and responds so as to encourage further communication”
(Alessandra, Wexler & Barrara , 1987)
5.3.2 Attentive Listening: It refers to the process to listening where the listener is fully aware
about the speaker, what he is saying and why he is saying so. They are also fully understanding
the pitch, tone and gestures used by the speaker while delivering the message.
5.3.3 Visual Listening: The visual listening is used by the listener when the language is not
known to him/her. For example if a foreigner who speaks Chinese comes to India and the
people do not know the Chinese then he/she would try to use some signs and gestures to convey
the message. It is understood with the help of body language, signs, facial expressions and eye
contacts.
5.3.4 Empathetic listening: when the listener tries to feel the situation of the speaker. Raman
& Singh(2006) said, “Empathic listener is able to go into the world of another- to see as others
sees, hear as other hears, and feel as the other feels”. The objective is to give an enduring
listening to another person and allow him to talk through an issue. It involves realizing what
kind of mental state the speaker is at the time of conversation. There may be some personal
issues, or overloading at workplace or something else, an empathetic listener will analyse the
situation and respond accordingly.
1.5 FEATURES OF A GOOD LISTENER

A Good and an effective listener always tries to give thoughts to the speaker’s ideas so that the
speaker does not lose his/her track. Following are some qualities which make a person a good
listener.
1. Attentive: A Good listener should always be attentive to the message and the person
delivering the message. He should know how to pay attention to every aspect of the
message by avoiding the distraction.
2. Assume: The good listener does not make assumptions. He/she does not ignore the
unnecessary information but rather pays attention to the whole message. A good listener
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is the one who summarizes the speaker’s message one he/she is done with the delivery
to ensure that they are on the same page.
3. Empathy: A good listener listens to the feelings of the speaker and truly understands
his/her feelings. A good listener must be high in emotional quotient. He should observe
the gestures, body language and facial expressions.
4. Generous: A good listener always gives a chance to the other people to talk and express
their feelings. A good listener gives respect to every minute message and views and
tries to learn from all the speakers.
5. Opportunistic: A good listeners always tries to find the opportunities in the messages
and tries to improve the performance on the basis of the message.
IN-TEXT QUESTIONS
1. Which of the following is not an objective of the listening?
a) To know the Organization
b) To help resolving conflict
c) To avoid speaking in the meeting
d) To make strategies
2. Which of the following is a type of Listening?
a) Partial listening
b) Analytical listening
c) Full body listening
d) All the above
3. In ____________ listening, the listener identifies the sounds he/she wants to
listen and ignores other less important voices.
4. ______________ listening involves the understanding of the absolute content
delivered by the speaker.
5. Which of the following is not a quality of a good listener.
a) Attentive
b) Arrogant
c) Empathetic
d) Generous
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1.6 ANALYZING POOR LISTENING

Poor listening usually comes into picture after the listener faces a huge range of distractions. It
can also occur due to no control on speed at which the speaker is talking, poor vocabulary, lack
of concentration, failure of recognising signals, etc. Poor listening often becomes the habit of
individuals if not corrected on time it may continue for their whole life.
Following are some of the widespread poor listening styles:
1. Rehearsing thoughts: People will occasionally pay attention until they have something
to say, at this point they will stop listening to the speaker and begin to prepare their
thought. Because they constantly wait for a chance to speak, these people get distracted
from the discussion that is going on, they tend to become poor listeners.
2. Listening only for facts: Here, listening is done solely for the purpose of learning the
facts and figures. The way the facts are presented; the speaker's primary message, or
fundamental idea, is not given any attention. This concern for facts stops the listener
from appreciating the significance of the message, which results in poor listening.
3. Interrupting while Listening: Being patient while listening is a skill because there are
times when people get impatient and do not wait for the speaker to finish their thought.
They interrupt in the conversation and distract the speaker as well as the participants.
This type of distraction also accounts for poor listening.
4. Fake Listening: Simply acting as though you are paying attention when you are not is
fake listening. Fake listeners do not pay attention to what is being said, instead, their
thoughts wander elsewhere. Their attention is diverted, but they give the impression
that they are paying attention by maintaining their expressions or repeatedly nodding.
5. Judgemental listening: In this type of listening, the audience is so involved with
evaluating the speaker's ideas that they fail to hear the entire message. Instead of trying
to comprehend or listen, they begin to judge, which may cause an interruption through
comment or disagreement between the speaker and the audience.
Poor listening habit can be overcome by taking small steps like facing the speaker, making an
eye contact with the speaker, keeping an open mind, listening and focusing on ideas and
concepts rather than just words, listening attentively, asking questions and giving feedback.
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1.7 EFFECTIVE LISTENING SKILLS
Effective Listening Skills

According to research, when you listen well, you will be able to learn more from the people
you are handling, you will be gaining more trust and commitment from these people and the
conflicts will reduce. Effective listening is also sometimes referred to as active listening, its
purpose is to pay due attention to what the other person is conveying.
Following are some of the effective listening skills:
1. Maintaining eye contact: Listening to a person while being engaged in some other
tasks can skip many important parts of that person’s speech. Therefore, it is essential to
face the speaker, listen to what he wants to coney, understand his expressions and
maintain eye contact for effective listening skills.
2. Be attentive and relaxed: Distractions should be removed when you are listening to
someone, use of mobile phones, laptops, iPads should be avoided to get a clear idea of
what the speaker wants to convey. Proper attention should be given to the speaker and
his thoughts.
3. Keeping an open mind: Judging a speaker can skip the main part of the speech, a halo
effect can be created in the mind of the listener if he is being judgemental. Therefore,
it is said to listen with an open mind and avoid jumping to conclusions in the initial part
of the speech.
4. Do not interrupt: It's hard to figure out how quickly someone thinks and talks. If you
have quick thoughts and responsive speech, you should slow down, and attend to the
other person who may be facing difficulty expressing himself and his thoughts. You
shouldn't interrupt the speaker as it causes more distractions and speaker might believe
that his speech is not fascinating and accurate.
5. Ask Questions in the provided slot: You must ask the speaker to explain anything if
you can't figure out it. But you must have patience. You should wait for the speaker to
pause before asking him to explain rather than interrupting.
6. Give feedback: You can nod or indicate that you recognize what the speaker wants to
convey by making gestures with your face or with a well-timed expression like "oh" or
"hmm." These behaviours will demonstrate to the speaker that you have been paying
attention and that you have been following their train of thought.
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The HURIER model of Effective Listening

In academic texts, the acronym HURIER is occasionally used to abbreviate a paradigm for
effective listening. Judi Brownell of Cornell University created this model. This model
determines six areas that are part of the effective listening. The components of the model are
Hearing, Understanding, Remembering, Interpreting, Evaluating, and Responding.
Fig 1.3: Hurrier Model (source: https://bigbangpartnership.co.uk/listening-skills-for-

facilitators/)
1. Hearing: It covers physical act of listening and paying attention to what the speaker is
sharing with the audience.
2. Understanding: Understanding includes more than just hearing; it also entails
processing and relating to the words heard to make meaning of them. It is one level
ahead of hearing.
3. Remembering: Try to remember information you hear that you might need to recollect
or refer back to in the future. You can also take notes for the future. Taking notes and
remembering facts can contribute to effective listening.
4. Interpreting: Consider the entire conversation context when interpreting a speech.
Look at the narrative from the speaker's viewpoint and then make an interpretation. In
order to properly understand the message, the listener must be conscious of and avoid
his preconceptions or biases.
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5. Evaluating: The act of evaluating involves analysing all the data gathered through the
listening process and choosing how to use it. Therefore, in order to evaluate, listeners
must maintain an open mind regarding the messages they receive. It's crucial to stay
away from drawing inferences from what is being said. Instead, you must assess all the
data before you can begin to assemble an answer.
6. Responding: The final component of this model is responding. Considering your
interactions with the speaker, you should pick a suitable response. Feedback is
extremely important, particularly for the speaker who needs to know that their words
have been heard, comprehended, and valued. Response may close the immediate
conversation, but it is not necessarily the end.
1.8 BARRIERS TO EFFECTIVE LISTENING
Listening is not an easy task. It becomes more tough with the presence of noise. There are many
barriers that hinder the effective listening. Following section carries some main barriers to the
effective listening:
1. Physiological Barriers: Some people are differently abled. They have hearing
impairment due to which they cannot either listen to the message or interpret the
message well. Some of these problems can be solved with the treatment of with the use
of equipment’s like hearing device.
2. Physical Barriers: These barriers refer to the distress created by the physical
environment called noise. The noise can also be in the form of overloaded information
that makes the message irrelevant of hard to keep the interest. For example, a ringing
doorbell or ringing mobile can interrupt in the communication process and distracts the
listener. Arriving late at the event or the late comers can also hinder the listening process
and make the message less effective.
3. Attitudinal Barriers: If the listener is already occupied with some personal of
professional work, then he/she may find it difficult to focus on the message. Another
common attitudinal barrier is egocentrism which refers to a state where the listener
considers himself/herself as more knowledgeable than the speaker. He/she does not
give importance to the message that has been conveyed by the speaker and believes that
the message can add nothing to his /her knowledge.
4. Wrong Assumptions: A successful conversation can only take place when a speaker
and the listener both participate actively. However, there is a misconception regarding
the leading role of the speaker. Sometimes people wrongly assume that the
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communication only depends on the speaker and his skill while ignoring the importance
of the speaker. For example, a great talk by a great speaker is wasted if the audience
has to listened and interpreted it correctly.
5. Cultural barriers: Different accents of the different regions can pose a barrier to the
listening process. The cultural and linguistic barriers hinder the ability to pronounce the
words which make it difficult for the listener to listen the word in the intended way. It
became all the more difficult in the countries like India where the language and accent
changes after every few kilometres.
6. Gender barriers: There have been much research on the gender and its relationship
with the listening. The research show that the men and women follow different patterns
of listening pertaining to different reasons. Women tend to read the emotions behind
the message while men tend to incline towards the facts in the message.
7. Lack of Training: People consider listening as an inborn skill, but it is something that
has to be polished over a period of time. It is developed with the help of training and
practice. If a proper training has not been given to the listener, this lack of training can
easily be observed in the behaviour. A person who is not trained has less of interest in
complex and boring content and selects only the topics of his/her key interest.
8. Bad Listening Habits: Some people act like they are listening the message and
interpreting them well but they are not actually doing that. They focus on the irrelevant
things like the language, accent and mannerism of the speaker while ignoring the main
content of the message.
1.9 SUMMARY
The above chapter focusses on a very crucial part of the communication process i.e. listening.
The chapter talks about the main objectives behind the listening. It also discusses the main
types of listening such as partial, analytical and full body listening. Also the chapter talks about
the poor listening and its effects on the whole communication process. The chapter also deals
with the effective listening and its benefits. The last section of the chapter talks about various
barriers to the listening which hinder the communication process.
1.10 GLOSSARY
Listening: Listening refers to the ability of the receiver to listen the communicator and decode
the message sent by him/her.
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Poor Listening: Poor listening usually comes into picture after the listener faces a huge range
of distractions.
1. C 6. True
2. D 7. C
3. Discriminative 8. Fake Listening
4. Comprehensive 9. Physiological Barriers
5. B 10. True

Q1 What is Listening? What are the main objectives of Listening?
Q2 What are the qualities of a good listener?
Q3 What is effective listening and what are the barriers to the same?
1.13 REFERENCES
• Raman M., and Singh P., (2006) Business Communication. Oxford University Press
● Bhatia, R. C. (2008). Business Communication. Delhi: Ane Books Pvt. Ltd.

● Bell, R. & Martin, J. (2014). Managerial Communication. Business Expert Press.
● Kaul, A. (2015). Effective Business Communication, 2nd ed. PHI learning.
● Lesikar, R. V. & Flatley, M. E. (2001). Basic Business Communication Skills for
Empowering the Internet Generation, New Delhi: Tata McGraw Hill Publishing
Company Ltd.
● Ludlow, R. & Panton, F. (1992). The Essence of Effective Communications. New
Delhi: Prentice Hall of India Pvt. Ltd.
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● Meyer C, D. (2021). Communicating for Results, Oxford University Press.

● Owen, H., David, D. & Dennis, T. (1999). Communication in Management. Gower
Publishing, Ltd.
● Quintanilla, Kelly, M. (2021). Business and Professional Communication. 4thed.
Sage Textbook.
● Raman, M. & Singh, P. (2012). Business Communication. Oxford University Press.
A.C. - 22.11.2022 Annexure - 4.01.42(A)-13 Scot, O. (2004). Contemporary
Business Communication. New Delhi: Biztantra
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UNIT III
LESSON-1
ORAL BUSINESS COMMUNICATION
Ms. Tulika Prasad
Ms. Ritika Sharma
STRUCTURE
1.2 Introduction
1.3 Oral communication
1.3.1 Advantages of oral communication
1.4 Oral Presentation
1.4.1 Types of Presentations
1.4.2 Features of a good presentation
1.4.3 Planning the Presentation
1.4.4 Structure of the presentation
1.4.5 How to Deliver the Presentation
1.4.6 Using Technology and Other Media to Support the Presentation Visually
1.4.7 Handling the Question-and-Answer Session
1.5 Using the Telephone
1.5.1 Advantages of using a telephone
1.5.2 Disadvantages of using a telephone
1.5.3 How to make a telephone call.
1.5.4 How to answer a call.
1.6 Teleconferencing
1.6.1 Organizing a conference call.
1.6.2 Participating in a conference call.
1.7 Web-Conferencing
1.7.1 Types of web conferencing
1.7.2 Necessary conditions for organizing effective web-conferences.
1.8 Summary
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After going through this part of the study material you should be able to: -
• Participate effectively in meetings
• Negotiate proposals and deals
• Make oral presentations
• Understand the practices to be followed while participating in web conferences,
teleconferences and in meetings over the phone.
1.2 INTRODUCTION
In this chapter we shall discuss in detail the various kinds of formal oral communication and
oral presentation that we need to understand and know in varying contexts of business
communication. Unlike a written presentation, an oral presentation allows dialogue, questions
and clarifications during the presentation. Oral presentations are made to clients, professionals,
colleagues and sometimes to the general public. There are three parts to a presentation, namely
the presenter, the audience and the subject matter. The telephone is, and will continue to be
indispensable as a contemporary means of communication so while performing oral
communication through this medium certain things should be kept in the mind ranging from
how to make and answer a telephone call and how to take a message. We will also get an
overview of the concepts like teleconferencing and web conferencing.
1.3 ORAL COMMUNICATION

Oral communication is one of the most important forms of communication between
individuals. It is the most common form of communication which can be used both by literates
and illiterates. Oral communication can be both formal and informal. While talking to friends,
relatives and parents we generally communicate informally, whereas the formal channel of
communication is used in situations like meetings, interviews, negotiating business deals,
group discussions and making presentations. There are some aspects that we need to keep in
mind if we want to communicate effectively. They are concision, clarity, relevance, good
vocabulary and controlled tone and tenor. Given below are some of the different kinds of formal
oral communication:
- Talking on the telephone
- Participating and conducting interviews
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- Meetings
- Group Discussions
- Negotiations
- Oral Presentations
1.3.1 Advantages of oral communication
- Quick and instant
- Saves time and paperwork
- Immediate actions can be taken
- Improves interpersonal relationships
- Promotes a positive and healthy environment at the workplace
- Effective tool of persuasion
- Builds an environment of informality among colleagues
- Cost effective, both in terms of money and time
- Possibility of adapting and improving if required
1.4 ORAL PRESENTATION

Make thyself a craftsman in speech, for there by thou shalt gain the upper hand.
-Inscription on a 3000-year-old Egyptian tomb
A presentation is a mode of communication used to achieve some defined objectives.
A presentation can be made to introduce or market a new product, to discuss new business
plans or analyse a report. To be an effective presenter one has to develop the skills of writing
in a precise manner, organizing information and able to speak confidently in front of an
audience.
1.4.1 Types of Presentations
There are four types of presentations.
- impromptu presentation
- extempore presentation
- scripted presentation
- memorized presentation
The most used ones are the scripted and extempore presentation.
Unlike a written presentation, an oral presentation allows dialogue, questions and clarifications
during the presentation. Oral presentations are made to clients, professionals, colleagues and
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sometimes to the general public. There are three parts to a presentation, namely the presenter,
the audience and the subject matter.
1.4.2 Features of a good presentation
Purpose: It could be to sell or give information about a product, discuss a business proposal or
an issue.
Audience: It is important to understand the audience and their expectations.
Brevity: A presentation should not be longer than 30 minutes, giving adequate time to the
various elements of a presentation. The presentation should be coherent both in terms of ideas
and visuals. Data, illustrations and visuals add to a good presentation.
Delivery: Be confident while making the presentation. Add humour to make it more interesting.
It is important to make eye contact with the audience and be in a dialogue mode with them.
1.4.3 Planning the Presentation
Plan the presentation, using effective strategies. One of the most common and effective
strategies used is the star strategy of presentation:
This presentation goes through the five filters of WHO, WHY, WHERE, WHEN, and WHAT.
These five filters help to polish and chisel the presentation.
WHO: This filter concentrates on the profile of the audience in terms of age, gender,
comprehension levels, attitudes etc. and the identity of the audience.
WHY: This filter defines the purpose of the presentation.
WHERE: The place where the presentation will take place. It also considers all the facilities
required for the presentation.
WHEN: It is important to be aware of the sequence of the presentation. This helps in avoiding
repetition and making necessary changes if required.
WHAT: This ensures the content of the presentation in terms of interest, validity, need for
detailing and support of technology for the presentation.
1.4.4 Structure of the presentation
Every presentation has a classic structure. It has an introduction, a main body and a conclusion.
1. Introduction: A good introduction will whet the curiosity of the audience and motivate the
audience to sit through the presentation. It will,
- Introduce the topic, its purpose and relevance
- Connect relevance of topic to audience expectation
- Ask questions for and to the audience.
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2. Body: It is important to have clarity regarding the contents of the presentation, its logical
sequencing and analysis.
- Focus on content and concept.
- Break content into two or three major points.
- Give evidence of content with relevant examples
- Answer questions raised in the introduction.
- Discuss main points thoroughly.
3. Conclusion: It is important to summarize the main points of the presentation at the end.
Don’t end abruptly. State the thesis at the end of the presentation.
- Sum up the issues raised in introduction and body.
- Summarize the major points.
- Clarify doubts.
- Discuss the follow up action.
(Adapted from Dona J. Young)
1.4.5 How to Deliver the Presentation
There are generally three presentation methods. They are:
• Reading
• Memorizing
• Extempore/speaking from notes.
Reading: This method ensures that all the points of the presentation are presented to the
audience. But the disadvantage is that one concentrates on reading and therefore fails to build
a rapport with the audience.
Memorizing: This is a skill that all may not possess. Moreover, one is concentrating on
remembering the memorized presentation and so may fail to interact with the audience during
the presentation.
Extempore/Speaking from notes: This is the most effective method of delivering the
presentation. Carry a few cards with the main points written on them. This kind of presentation
is spontaneous, convincing and one can connect with the audience.
Dress formally for the presentation. Be confident; maintain eye contact with the audience. Body
language should be positive and expressions pleasant.
These are minor issues but nevertheless important.
1.4.6 Using Technology and Other Media to Support the Presentation Visually
Technical aids support the presentation by making it more interesting and effective. Visuals
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have a better impact than the written or spoken word. Some of the visual aids that can be used
are:
1. White Board: It is used to write important words, sentences or make diagrams.
2. Charts: These can be prepared before the presentation, but it is effective only for small
groups.
3. O.H.P.: Transparencies can be prepared beforehand but if there is no electricity this aid
cannot be used.
4. Computers and Multimedia: Preparing a power point presentation is one of the most
effective visual aids for a presentation.
5. Models and Real Objects: These are an excellent visual aid. The audience can see and feel
it and so it has a greater impact.
1.4.7 Handling the Question-and-Answer Session
This session is very important both for the presenter and the audience. Queries by the audience
help one understand if the ideas conveyed by the presentation have been appreciated by them.
This gives the presenter an opportunity to reiterate the points made during the presentation.
Some ground rules must be set at the beginning. This will help you to have control of the
session.
- When responding to questions, repeat the question for everybody’s benefit while
ensuring that the question is not repeated.
- If you don’t understand a question, seek a clarification or rephrase it before responding
to it.
- Hostile or irrelevant questions from the audience should be handled with patience and
some humor.
- Arguments or counter questions should be avoided.
- If the audience is not enthusiastic or too timid to ask questions motivate them to do so.
ACTIVITY
Your friend has to make a presentation of a new face cream which his company is
going to launch in the market. Write a letter to him suggesting how he can use
technology and other mediums to make his presentation effective.
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IN-TEXT QUESTIONS
1. An oral presentation does not allow dialogue, questions and clarifications
during the presentation. True/ False
2. Oral communication improves interpersonal relationships. True / False
3. Kinds of formal oral communication include.
a) Meetings b) Group Discussions
c) Negotiations d) all the above
4. While planning a presentation, ‘Where’ denotes the place where the
presentation will take place. True/ False
5. ________________ can be used to support the presentation visually.
1.5 USING THE TELEPHONE

The telephone is, and will continue to be indispensable as a contemporary means of
communication. It is so because,
• It is the quickest medium for instant communication.
• It has all the advantages of a face- to face meeting.
• It is an effective management tool.
1.5.1 Advantages of using a telephone
- Talking over the phone is quick, easy and cheap.
- There are instant actions and reactions of all decisions.
- It is a great equalizer. Junior officers can talk to seniors and vice- versa.
- Appearance and looks are of little consequence.
1.5.2 Disadvantages of using a telephone
- If no one picks up the phone or the answering machine is on, it is discouraging.
- Cross connections and wrong numbers can hamper communication.
- Sometimes missing out on words or phrases can lead to misunderstandings,
misinterpretations and miscommunication.
- At times the person receiving the call may be in a bad mood or may be too busy to
respond which leads to waste of time.
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- Communication over the phone requires a good accent and pronunciation, command
over the language and good vocabulary which at times all of us lack. This may lead to
incomplete communication.
- Conversations over the phone do not have any legal sanctity.
General preparation before making/receiving a phone call
Familiarity with a telephone instrument is very important, together with the various features of
the telephone like the redial and auto-dial buttons, answering machine facility, voice messages,
call- transfer facility etc.
A few points need to be kept in mind before making a call. They are.
• Conversation should be brief and to the point.
• Voice should be clear and tone cheerful.
1.5.3 How to make a telephone call
• Choose an appropriate time for making the call.
• Do not make official calls on residential phone numbers, unless asked to do so. Care should
also be taken about timings when making calls across different time zones.
• There should be clarity of purpose before making a call. The issues to be discussed must
be noted down before making the call, together with all the necessary documents required
for reference.
• When the call is answered, introduce yourself, exchange pleasantries and then move on to
the official work. Sound confident and interested which helps while talking on the phone.
• If someone else picks up the phone, introduce yourself and make a request to be connected
to the person you wish to speak to. If the person is not available do leave a message for
him/ her.
• There should be brevity and clarity in your communication, together with the right
sequence of communication for better comprehension and response.
• Before disconnecting summarize the points discussed. If the call gets disconnected, call up
immediately and complete the conversation. Thank the person before putting down the
phone.
• Make a note of all decisions taken. Take immediate action, if required, on any of the
decisions taken.
1.5.4 How to answer a call.
• Do not allow the phone to ring for a long time. It conveys the impression of inefficiency.
No phone in the office should go unattended. This is a sign of unprofessionalism.
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• Pick up the phone, greet the caller and introduce yourself. It is important to introduce
yourself to help the caller carry on the conversation smoothly.
• If the concerned person for whom the call is intended is not available, the person who
receives the call volunteers to take a message or asks the concerned person to call back
later.
• It is important to note down all relevant details of the call to avoid any confusion and
missing out of information. Any information required to be given to somebody should be
done immediately.
Taking a message
It is important to be able to comprehend what a person is saying over the phone so that the
correct message can be noted and passed on to the concerned person. The message should be
taken on a message pad While taking down messages give verbal signals to the caller so that
s/he understands that you have taken down the message correctly. Cross check all necessary
information and other details before disconnecting. Conclude with appropriate courtesies. Pass
on the message immediately to the concerned person and if s/he is not available leave the
message on their desk.
1.6 TELECONFERENCING
Teleconferencing is a meeting between individuals who are located at different places around
the globe and who interact with each other, exchange ideas and views without being physically
present together. This kind of a meeting has the advantage of work being done without
individuals having to waste time, energy and money to meet at a designated place.
1.6.1 Organizing a conference call
All the members participating in a conference call should be informed well in advance about
the date and time. A global teleconference should keep in mind the different time zones before
fixing the time of the meeting. The agenda for the meeting should be sent to all the participants
well in advance. All the participants should be punctual to avoid keeping other members
waiting. The person conducting the conference should introduce all the members by name and
designation and elaborate on how the meeting will be conducted. Once the meeting is over the
minutes of the meeting should be sent to all the members.
1.6.2 Participating in a conference call.
All the members participating in a conference call have to follow certain norms to make the
conference fruitful and meaningful.
• Members should speak only when asked to do so.
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• Members should note down the points of other participants to avoid repetition and to
make relevant queries if any and respond positively.
• Members need to be brief and focused while talking. They should speak slowly so that
other participants can comprehend better.
• Members need to be good listeners to be able to contribute positively to the conference.
1.7 WEB-CONFERENCING
Web conferencing is a general word for all forms of online meetings held on the internet.
Through audio, video, screen sharing, and broadcasting services, it makes it possible for many
people to work and connect virtually. A variety of online conferencing methods, includes
webinars, screen sharing, and video calling, etc.
1.7.1 Types of web conferencing
Following are different types of web conferencing methods:
1. Video Conferencing: A form of online conferencing called video conferencing enables two
or more people in different places to connect and work together using real-time video and
audio facility. Participants in video conferences typically connect through a conferencing
platform, and it can be used for either personal or professional reasons.
2. Screen sharing: In online meetings, authorized participants known as hosts can share their
complete screen or just a specific application window so that everyone can see the data
displayed on their screen. Many online platforms offer this facility, and it makes the
understanding process easy for all kinds of professionals and common people.
3. Webinars: Webinars are online gatherings where speakers are made available to a limited
number of participants. They are typically an educational and engaging form of online
conferencing.
4. Webcasting: Webcasting is often seen as like webinars in which a host broadcasts
presentations to a mass of participants. Webcasts are one-way broadcasting from the host
to the audience, unlike webinars which encourage significant engagement from both sides.
Participants connect by participating in polls and asking questions and answers in Q&A
boxes provided on the webcasting platform.
1.7.2 Necessary conditions for organizing effective web-conferences.
A good web conference can only be conducted with the help of below mentioned conditions:
1. Clear video: Camera and video clarity are available with all participants in a meeting. One
thing that many people probably aren't aware of is how crucial good lighting and camera
positioning are. In a conference call, how you arrange these affect how other participants
see you.
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2. Good sound quality: Dedicated audio systems should be installed in contemporary

meeting spaces to make them perfect for any kind of web conference. The meeting room
should also be attempted to be made noise proof. So that any kind of disturbance can be
avoided.
3. Quiet Environment: When a meeting is being held online the participants should try to
keep themselves on mute to lessen distractions on the screen, they should also try to ask
relevant questions when Q&A window is opened for them.
IN-TEXT QUESTIONS
6. ______________is a general word for all forms of online meetings held on
the internet.
7. Teleconferencing is a meeting between individuals who are located at
different places around the globe. True / False
8. A good web conference can only be conducted with the help of which of the
following?
a) Clear video b) Good connection
c) Quiet environment d) all the above
1. An email is the quickest medium for instant communication True/ False
2. ___________are online gatherings where speakers are made available to a
limited number of participants. They are typically an educational and
engaging form of online conferencing.
1.8 SUMMARY
COMPETENCIES
There are four types of presentations namely, impromptu presentation, extempore presentation,
scripted presentation, memorized presentation. A presentation is a mode of communication
used to achieve some defined objectives. It should include a purpose, brevity and an effective
delivery. This presentation goes through the five filters of WHO, WHY, WHERE, WHEN, and
WHAT. Its structure includes introduction, body and conclusion. Various mediums can also be
used to make presentation more effective like whiteboard, charts, Markers. Computer and
laptops and even models or real objects.
Teleconferencing is a meeting between individuals who are located at different places around
the globe and who interact with each other, exchange ideas and views without being physically
present together. This kind of a meeting has the advantage of work being done without
individuals having to waste time, energy and money to meet at a designated place.
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Web conferencing is a general word for all forms of online meetings held on the internet. A
variety of online conferencing methods, includes webinars, screen sharing, and video calling,
etc.

11. False 6. Web conferencing
12. True 7. True
13. All the above 8. All the above
14. True 9. False
15. Whiteboard, charts, models, markers, 10. Webinars
etc.

1. What is oral communication? List two advantages and disadvantages of communicating
over the telephone.
2. What is meant by oral presentation? Explain the process of planning and delivering an oral
presentation.
3. How are questions and queries handled in a presentation?
4. Which are the necessary conditions in organizing web-conferences? Also discuss different
types of web-conferences.
5. Write short notes on:
a. Teleconferencing
b. Web conferencing
c. Advantages of oral communication
d. Features of a good presentation
6. Define oral presentation. How can a presentation be delivered effectively?
7. Outline the structure of a presentation. Is it the same for an oral and visual presentation?

• Kaul, A. (2015). Effective Business Communication, 2nd ed. PHI learning.
• Lesikar, R. V. & Flatley, M. E. (2001). Basic Business Communication Skills for
Company Ltd.
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• Ludlow, R. & Panton, F. (1992). The Essence of Effective Communications. New

• Meyer C, D. (2021). Communicating for Results, Oxford University Press.
• Owen, H., David, D. & Dennis, T. (1999). Communication in Management. Gower
Publishing, Ltd.
• Quintanilla, Kelly, M. (2021). Business and Professional Communication. 4thed.
Sage Textbook.
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LESSON-2
ROUTINE WRITTEN COMMUNICATION
Tasneem Shahnaaz
STRUCTURE
2.2 Introduction
2.3 Memos and Office Orders
2.3.1 Memo
2.3.2 Office Order
2.4 Letters
2.4.1 Some more instructions on writing letters
2.4.2 Kinds of Letters
2.4.3 How to write Business Letters
2.4.4 How to Format Letters
2.5 Enquiries and Replies
2.6 Placing and Fulfilling Orders
2.6.1 Some Barriers to placing and fulfilling orders.
2.7 Employment related Correspondence
2.7.1 How to write your Resume/CV
2.7.2 Some Headings for a Basic Resume
2.7.3 How to write the job application letter
2.8 Seven Cs of Letter Writing
2.9 Summary
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• Understand why you need to communicate and its importance in the current business
context.
• How to write non-interactive internal business correspondence like circulars, notices,
memos, office orders, etc.
• How to write effective interactive external business correspondence like sales, financial
and employment related letters.
2.2 INTRODUCTION
We write business letters for different reasons. They help to organize and coordinate actions of
employees and departments, to predict and resolve problems, to get feedback and plan new
strategies, budgets, programmes, etc. If we want our messages to be effective, we need to use
CAP, that is, our writing should be concise, audience-centered and purposeful. This means that
messages should be clear, persuasive, brief, factually correct, focused on important matters,
and state what needs to be done and by whom. Hence, an effective communication network in
an organization can make employees identify with management’s goals and create a feeling of
belonging. This sense of identification with the company can increase productivity and
performance.
Globalization has challenged communication. Now, organizations have begun to have
employees who are culturally different. Advanced technology has led to increased speed and
reach of communication. New business concepts of the importance of human capital, of having
a professional yet personalized working ambience, of knowing corporate etiquette, of working
collaboratively and of being socially responsible are coming into practice.
2.3 MEMOS AND OFFICE ORDERS

2.3.1 Memo
A Memo or Memorandum is a brief document sent within an organization to a specific
person(s)in order to provide information, give instructions/ suggestions, ask for an explanation
or request for action regarding a specific matter. A memo has different parts and companies
usually print memos for use in offices. It should have at the top the name, address and contact
details of the company. It should be titled “Memo/Memorandum” and have a reference number,
the name of the receiver and of the sender too. Other than the date, there should be a subject
line stating what the memo is about. Below this is the main text of the memo which begins with
the major point. After this, the person sending the message should sign and mention the names
and designations of all the persons to whom the memo is being sent.
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An example of the format of a memo:
1) SWITCH2CFL
15, ASPIRATION TOWERS
GURGAON, HARYANA 123456
INDIA
PHONE: 2345678; E. MAIL: SWITCH2CFL@ENERGYSAVING.ORG
2) MEMORANDUM
3) No. 4) Date:
5) To:
6) From:
7) Subject: ........................
8a)
b)
c)
9) cc. to 10) Signature

a)
b)
c)
2.3.2 Office Order

An Office Order, like a memo, is a formal non-interactive downward communication and is
written regarding employees’ service conditions like taking away some privileges/rights,
giving information about new constraints, promotions, annual increments, transfers and
postings, any action taken against the employee etc. As an office order may contain bad news,
it is important to be polite, clear and objective. You have to explain the situation backed by
facts and figures, as to why you are forced to take action against the employee. If you are giving
good news, give it first and then the background details. Use the third person and see if your
message answers the who, what, when and how questions.
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An example of the format of an Office Order:

1) SWITCH2CFL
INDIA
2) No. 3) Date:
4) ORDER
5) Text of message........................................................................................................................
......................................................................................................................................................
6) cc. to 7) Signature
a)
b)
Does the office order look the same as a memo, a notice or a circular? What are the differences?
2.3.3 Notification, Agenda and Minutes
A notice for a meeting, also called a notification, is sent well in advance so that all members
attending it can come well prepared and contribute fruitfully. An agenda is a list of items to be
discussed or of official things to be done at a formal meeting. This list is prepared in advance
of the meeting, by the secretary in consultation with the Chairperson and contains information
about the following:
 Company’s name, address and contact details.
 Date on which the notice was issued.
 Who is to meet whom?
 Nature of the meeting (whether it is routine, emergency, special, extraordinary etc.)
 Day, date, time and venue of the meeting
 Purpose or agenda of the meeting
 Signature of the Secretary
 Details of those who will attend the meeting (names with designations)
 Any enclosure(s) being sent with the notice.
The chairperson presides over the meeting and is helped by her/his secretary. The latter ensures
that the issues mentioned in the agenda are strictly followed and takes extensive notes about
the discussions taking place, about decisions, dissents or agreements, suggestions etc. S/he then
writes them in the form of Minutes, which is sent to the chairperson for approval and signature.
After this is done, the minutes are sent to all members who participated in the meeting.
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An example of a notice with agenda:

1) SWITCH2CFL
INDIA
2) 28 February 2008
3) NOTICE
4) The twenty-fifth meeting of the Board of Directors of SWITCH2CFL Ltd. will be held in
the Conference Room of Hotel Business Redefined, Sun City, Gurgaon, on 31 March 2008 at
11.00 a.m. The meeting is expected to last for two days, so all those requiring assistance with
transport and accommodation should contact the undersigned so that suitable arrangements can
be made. The meeting is being held to transact the following business:
5) AGENDA
(i) Ratification of the minutes of the meeting held on 31 December 2007

(ii) To decide how Ethics Month should be celebrated in July 2008
(iii) To deliberate on the adoption of the Whistle Blower Policy
(iv) To appoint an Ethics Counsellor
(v) To form a Whistle Blower Protection Committee
(vi) To work out the modalities of the Gift Policy
(vii) Any other matter with the permission of the Chair
(viii) Vote of thanks
(ix) Date of the next meeting
7) Secretary
Iraj Kumar
8) CC:
i.
ii. etc.
9) Enclosure: Minutes of the meeting held on 31 December 2007
Writing Minutes is an art which requires certain skills like taking notes, summarizing, and
using reported/indirect speech. Minutes should follow the sequence of the agenda. It should be
logically written in the third person using the past tense and the paragraph or block format. It
should incorporate all ideas, suggestions, discussions etc. that took place in the meeting.
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The content of the minutes of a meeting can be written in 2 ways – the first one is the minutes
of narration and the second one is the minutes of resolution. In the former, the leading points
of the discussion are arranged in a particular way. The title of the point on the agenda is written
first, and then what the chairperson said regarding the matter under discussion are recorded.
The ideas, suggestions, agreement and dissent (if any) of the various members are also written.
Finally, whatever is the final resolution or decision taken in the meeting is recorded. The second
way or the minutes of resolution, is when only the title of the item on the agenda and the
decision taken is recorded.
2.4 LETTERS
Letters are usually interactive, formal and horizontal communications. You have already gone
through the process of planning, composing and completing business messages in 3.3.1. In
addition to these guidelines, you should ask yourself why you are writing the letter –whether
you intend to inform, to persuade or do both.
2.4.1 Some more instructions on writing letters
A) The AIDA technique
A is for the attention of the reader for your letter.
I am for the interest you want to create in the recipient’s mind
D is for desire your reader should have for your opinion
A is for action your receiver should take, as feedback to your letter
B) How to write Effective Endings
Use endings like CSAD (clear statement of action required), EA (easy action for the reader),
DA (dated action, i.e., the deadline of taking the action), and RB (reader benefit, i.e., what will
be the reader’s advantage in acting) in the concluding paragraph of the letter.
2.4.2 Kinds of Letters
There are various kinds of business letters which may be classified according to the nature of
the situation for which the letter is written. They can be broadly classified as Informative and
Persuasive Letters, like Routine and Sales Letters, Letters for special purposes, Problem
letters and Goodwill Letters.
1. Informative and Persuasive Letters
A. Routine letters may include the following:
• Enquiries, seeking information and requests.
• Quotations
• Orders and acceptance
• Payment
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• Tenders and bids

B. Sales Letters
a) Prospective or Promotional letters
b) Cover letters with offers and catalogues etc.
c) Proposal and resale letters
d) Follow up letters.
C. Letters for special purposes
a) Agency Letters relating to banks, insurance agents/company, government and
regulatory agencies etc.
b) Personnel letters relating to employment.
c) Circulars
d) Seeking finance
D. Problem letters
a) Complaints and follow ups.
b) Concessions
c) Collection Letters on account of overdue/pending payment.
2.4.3 How to write Business Letters
A business letter has the following parts:
1. Heading is the Letterhead which has the name, address and contact details of the
company.
2. Date should be written in an alphanumeric way, e.g., 20th December 2012
3. Reference Number is written alphanumerically and helps in storing and retrieving the
letter.
4. Inside Address is the address of the receiver. The name may or may not be written. If
addressed to a particular person, write the designation with the name.
5. Subject Line shows the purpose of the letter.
6. Salutation should be “Dear Madam/Sir” when you don’t know the name of the
addressed person or use the surname if you know it.
7. Body of the letter is the main text.
8. Complimentary Close should be “Truly” or “Sincerely” or “Yours Truly” (only when
you use “Dear” in the opening salutation)
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9. Signature or your sign comes at the close of the letter which should be followed by
your name (in block letters) and designation
10. Enclosure notation is given when you enclose any document or file with your letter.
2.4.4 How to Format Letters
1. The Full Block Format
1) SWITCH2CFL
INDIA
2) 29 February 2008
3) Reference Number: AND/007/2008
4) Ms Shamita Sen
Senior Sales Manager
Office Supply Corporation
11 Annie Besant Road
Mumbai – 22000022
5) Dear MS Sen
6) Subject: Order for 250 File Folders
7) ..............................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
8) Yours Sincerely
9) Abhaya Kumar
Manager, Procurement Division
10) Enclosure(s): i)
ii)
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2. The Modified Block Format

1) SWITCH2CFL
INDIA
2) 29 February 2008
3) Reference Number: AND/007/2008
4) Ms Shamita Sen
Senior Sales Manager
Office Supply Corporation
11 Annie Besant Road
Mumbai – 22000022
5) Dear Ms Sen,
6) Subject: Order for 250 File Folders
7) ..............................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
8) Yours Sincerely,
9) Abhaya Kumar
(ABHAYA KUMAR)
Manager, Procurement Division
10) Enclosures: i) etc.
ACTIVITY
Your friend must make a presentation of a new face cream which his company is
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IN-TEXT QUESTIONS
1. ______________is a brief document sent within an organization to a
specific person(s)in order to provide information, give instructions/
suggestions, ask for an explanation or request for action regarding a
specific matter.
2. A in AIDA is for the attention. True / False
3. Business letter should consist of which of the following?
a) Heading b) Date
c) Subject and body d) All of the above
4. CSAD in letter writing means ‘clear settlement of action required’. True/
False
5. Prospective or Promotional letters are letters for special purposes. True/
False.
2.5 ENQUIRIES AND REPLIES

A company generally receives enquiries from different kinds of customers. It could be from
someone who wants to know about the company’s products or is writing in response to the
company’s advertisements. It could also be from an existing customer who is making a routine
enquiry or wants some special discount or changes in terms and conditions etc. An example
of an enquiry from a potential customer and the company’s reply are given below:
The United India College
University of Bharat
502 Swatantra Marg
New Delhi 110077
PHONE: 24682468; e–mail: educationforall@unitedindia.in
29 February 2008
Reference Number: UIC/123/2008
Retail Sales Manager,

SWITCH2CFL,
15, Aspiration Towers,
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Gurgaon, Haryana 123456,

India.
Dear Mr Takia,
Subject: Enquiry regarding alternative lighting systems
We have recently celebrated our silver jubilee as a premier residential institution of higher
learning in the National Capital Region. In our endeavour to promote sensitivity towards the
environment among our students and staff, we have decided to allocate resources in the next
financial year to make our campus energy efficient. Towards this end, we are seeking
information regarding alternative lighting systems. Your company has the reputation of
manufacturing superior quality CFL products and we would like you to send us detailed
information about your range of products, along with prices and payment options. We look
forward to hearing from you at the earliest to enable us to make the necessary decision and
arrangements.
Yours truly,
Animesh Khatri
(Animesh Khatri)
Estate Manager
This is the reply to the enquiry:

SWITCH2CFL
INDIA
PHONE: 2345678; e–mail: SWITCH2CFL@ENERGYSAVING.ORG
15 March 2008
Your Reference: UIC/123/2008
Our Reference: S2CFL/123/2008
The Estate Manager,
The United India College,
University of Bharat,
502 Swatantra Marg,
New Delhi 110077.
Subject: Alternative lighting systems
Dear Mr Khatri,
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Thank you for your letter dated 29 February 2008, enquiring about alternative lighting systems
for your college. You have made the right decision by deciding to shift to CFL in your campus
and are sending out a message to the community that your institution teaches important lessons
even beyond the classroom.
You will be happy to know that we are currently promoting the switchover to this
environmentally friendly technology and, as an incentive to our customers, have an attractive
offer for you. In addition to fulfilling your order, we will be happy to offer you, free of cost,
appropriate holders for the CFL bulbs. Our technician will come at a time convenient to you
and change all the light fixtures in your college and you will have no trouble for life. We also
provide a replacement guarantee on our products for two years. I have enclosed our latest
catalogue giving our range of products along with prices and payment options.
I urge you to place your order at the earliest. For your convenience, I have also enclosed an
order form that you can mail or fax to me at your convenience.
I look forward to receiving an order from your institution and can promise that you will not
regret your decision. Not only will you save electricity and reduce costs, but also find this
lighting alternative very convenient as you do not need to change the bulbs frequently. CFL
bulbs last ten times longer than ordinary bulbs.
Yours truly,
Bhavik Takia
(Bhavik Takia)
Retail Sales Manager
Enclosures:
i) SWITCH2CFL Catalogue
ii) Order Form
2.6 PLACING AND FULFILLING ORDERS

When you write to place an order, you must first refer to the seller’s letter (give reference
number, date, etc.), then to the catalogue you are sending with your letter, after which you give
details about the amount and nature of products you want to procure, how and when you want
them delivered and finally, how to pay for them.
Once an order is received, it is the duty of the company to acknowledge it and thank the
customer through an acknowledgement card or a letter referring to the date on which it was
received, accepting the terms and conditions, giving details of how and when the order would
be completed, and ending with the promise of future business.
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2.6.1 Some Barriers to placing and fulfilling orders.

• An incomplete order which requires follow up clarification.
• An order where the item/product is out of stock or discontinued.
• The buyer may have some overdue payments in which case the seller may ask politely for
payment of previous amount and then fulfil the order.
2.7 EMPLOYMENT RELATED CORRESPONDENCE

You are familiar with the job application process. Before applying for a job, it is important to
know your strengths and weaknesses about your skills, accomplishments, interests and personal
values.
Skills reveal your academic expertise and proficiency/competency in a particular area. Armed
with this knowledge you can choose jobs that suit your temperament and apply accordingly.
Some useful verbs for describing your skills are given below.
Analysing
Administering
Consulting
Planning
Evaluating
Coordinating
Negotiating
Mediating
Creating
Speaking
Accomplishments indicate personal and academic achievements. You can use these to
strengthen your job application. A list of useful verbs for writing about your capabilities is
given in the box.
Winning
Joining
Increasing
Obtaining
Travelling
Reading
Studying
Starting
Completing
Learning
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Interests are those activities that you like to do. Ask yourself if there was a particular job that
you enjoyed doing and what were the reasons, if you like working with numbers, people,
machines or ideas, or if engaging in certain pastimes makes you happy and satisfied.
Personal values are your ethical and moral beliefs. You can contribute positively to the
workplace with these standards. Some of these values have been listed below:
Altruism
Prestige
Adventure
Harmony
Independence
Power
Variety
Physical activity
Money
Egalitarianism.
2.7.1 How to write your Resume/CV
A resume or CV (Curriculum Vitae) is attached to a job application. In it, contact details,
objectives, educational qualifications, work experience, personal interests etc. are listed in a
particular way. It should be written in such a way that it performs the dual purpose of informing
and persuading the employer to think of hiring you. Your presentation should be neat. Use
headings for separate sections and write in bulleted point format. First highlight those points
which have a direct bearing on the post you are applying for. Use positive terms. When you are
listing your qualifications or experience, begin with the last degree received or your last job.
This is called reverse chronology.
2.7.2 Some Headings for a Basic Resume
Personal Data includes name and date of birth (optional).
Contact Information means your address, telephone/fax numbers, and email so that the
employer can contact you easily.
Statement of Professional Objectives is stating your career aims briefly.
Work Experience includes a list of all positions held with relevant details of company’s name,
work profile etc., beginning with the last job. This section will come before educational
qualifications if there is more to say here.
Academic and Professional Qualifications follows reverse chronology in arranging the
details.
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Extra-curricular Activities lists all awards, social service work done, activities and
achievements, publications etc.
References should be limited to 2 or 3 persons only. Talk/write and take permission from your
referees before giving their names and contact details.
A sample resume is given below:
RESUME
Personal Data
Name : SANJEEV NAIR
Date of Birth : 14 February 1969
Contact Information
Address : 14/1, Park Road
New Delhi 110 002
Telephone : 011-12345678 (Landline)
1234567890 (Mobile)
Fax : 91-11-12345678
E-mail : sanjeevnair@switch2cfl.com
Objective : A management position in production
Work Experience
Educational Qualification
Extra-curricular Activities
References
Signature
Date:
2.7.3 How to write the job application letter.

This letter is a cover letter to which the resume is attached. Its format is as follows:
A. The Opening
It can be of different kinds. A Summary Opening is summing up in 2-3 sentences your most
impressive qualifications related to the applied position.
For example: Energy Savers’, ‘A Better World’—both these organizations gave me the
opportunity to apply the accounting skills learned in college. For two years, I was also given
the responsibility of being the secretary of the college commerce association and this gave me
the opportunity to hone my communication skills.
A Source Opening states how you came to know about the job.
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For example: Your advertisement in the Times Classified Section of 20 January2008, suggested
the need for a purchase assistant. My academic training in commerce and work experience in
the field of purchase and procurement makes me a suitable candidate for the job.
A Question Opening begins with a question that shows your capability to meet the company’s
requirements. For example: Is SWITCH2CFL in need of a good purchase assistant? I am a
commerce graduate with very good communication skills. I have also worked in the field of
purchase and procurement, and this make me a suitable candidate to fulfil this need.
B. Middle Paragraph
It has 3 parts: education, work experience and personal details.
The Education Section will state how your education has helped you become capable of doing
the job. It will also reveal an understanding of your subject. Any extra qualifications in this
discipline should be listed here.
The Work Experience Section will detail your practical experience, highlight your ability to
work efficiently in different environments and your achievements.
The Personal Details Section will reveal the kind of person you are, that is, if you are able to
work in a team, if you are dedicated and committed to your work or how interested you are in
your area of specialization.
C. Closing Paragraph
End with a courteous close and provide contact details.
2.8 SEVEN C’S OF LETTER WRITING/ COMMUNICATION

COMPETENCIES
We communicate with people all the time whether it is with family, friends, colleagues, clients,
and so on. It can hardly be taken for granted. The seven Cs of communication are a set of seven
principles that your communication must follow to be effective. You can think of the 7Cs as a
checklist of seven characteristics that your communication or message must possess to
communicate successfully. Let us get down to each of these 7Cs and study what they mean.
SEVEN C’S OF LETTER WRITING/

COMMUNICATION
Clear Concise Concrete Correct Coherent Complete Courteous
Fig 2.1: Seven Cs of Letter Writing/ Communication

(i) Clear
A message's essence is clarity. It refers to the correct transmission of thoughts from the sender
to the receiver. Every idea should be communicated clearly. Clear reasoning leads to clarity. A
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strong message communicates the idea directly and clearly. A writer should not begin writing
a message unless he knows how or what language to use and what (central idea) he wants to
convey.
(ii) Concise
Conciseness implies being brief and comprehensive both at the same time. Keep the message
as brief as acceptable. However, it should not be so short that it becomes impractical and rude.
Conciseness is required for successful communications. A concise communication saves both
the sender and the receiver's time, money and efforts.
(iii) Concrete
The message should be concrete which means that it should have all necessary details presented
in a focused manner readily consumable and easily understood. Concrete communication
involves being precise, meaningful, and clear. Messages that are unclear or nonspecific receive
no reaction from receivers. The use of concrete facts and numbers adds to the message's
authenticity. To improve concreteness the sender should use either active or passive sentences
only (one of these), clear words and correct facts and figures.
(iv) Correct
According to experts, composing is a discipline that is tough to master. Becoming a competent
writer is not easy. It is acquired through consistent practice and efforts. The information that is
being conveyed must be correctly written. Correct grammar, punctuation, and correct language
are examples of correctness.
(v) Coherent
The message should be composed in a logical fashion to make it easily comprehensible to the
receiver. It is important as the receiver may not have any interest whatsoever in putting together
the pieces of information in a poorly composed message.
(vi) Complete
To achieve the intended outcome, a message must be complete. A complete message includes
all the information needed by the receiver. The receiver's response to an incomplete message
is frequently negative. An incomplete communication demonstrates the writer's laziness and
irresponsibility.
(vii) Courteous
The most essential characteristic of the message is courtesy. "Everyone benefits where courtesy
resides," says an ancient saying. Courtesy is defined as politeness. It is a respectful approach
towards others. It contributes to the development of generosity and kindness between the
sender and the receiver. Phrases like thank you, happy to help, kindly and respected can be
used to make the message polite and courteous.
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IN-TEXT QUESTIONS
6. Closing Paragraph of a resume should have contact details of the candidate.
True/ False
7. How many C’s exist in communication through letter writing?
a) 7 b) 8
c) 5 d) 4
8. Once an order is received, it is the duty of the company to acknowledge it and
thank the customer through an acknowledgement card or a letter. True/ False
2.9 SUMMARY
COMPETENCIES
A Memo or Memorandum is a brief document sent within an organization to a specific
person(s) in order to provide information, give instructions/ suggestions, ask for an explanation
or request for action regarding a specific matter. A notice for a meeting, also called a
notification, is sent well in advance so that all members attending it can come well prepared
and contribute fruitfully. An agenda is a list of items to be discussed or of official things to be
done at a formal meeting. This list is prepared in advance of the meeting, by the secretary in
consultation with the Chairperson and contains information about the following: Company’s
name, address and contact details, date on which the notice was issued, who is to meet whom,
Nature of the meeting (whether it is routine, emergency, special, extraordinary etc.), day, date,
time and venue of the meeting, purpose or agenda of the meeting, signature of the secretary,
details of those who will attend the meeting (names with designations) and any enclosure(s)
being sent with the notice.
The seven Cs of communication are the characteristics that a message should possess in order
to be effective. It says that the message should be clear, concise, coherent, concrete, correct,
complete and courteous.

1. Memo or Memorandum 6. True
2. True 7. a) 7
3. All the above 8. True
4. False
5. False
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1. On behalf of the Administrative Officer, place an order for new tables and chairs for the
college cafeteria.
2. The seven Cs of communication are a set of seven principles that your communication must
follow in order to be effective. List these and give examples.
3. How is a Curriculum Vitae written. List the steps and draft a CV for yourself.
4. What do you mean by ‘resume’? List some of the basic headings that a resume consists of.
5. How are business letters different from personal letters. Write a letter to the manager of
XYZ company, for confirming the deal of automobile parts.

• Bhatia, R. C. (2008). Business Communication. Delhi: Ane Books Pvt. Ltd.
• Bell, R. & Martin, J. (2014). Managerial Communication. Business Expert Press.
Company Ltd. Ludlow, R. & Panton, F. (1992)
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UNIT IV
LESSON-1
GROUP DISCUSSION AND INTERVIEWS
Ms. Tulika Prasad
Ms. Ritika Sharma
STRUCTURE

1.2 Introduction
1.3 Group Discussions
1.3.1 Advantages of group discussions emo
1.3.2 Participating in group discussions Letters
1.4 Group Conflict
1.4.1 Types of conflicts
1.4.2 Consequences of conflict
1.4.3 Resolving group conflicts
1.5 Interviews
1.5.1 Different kinds of interviews
1.5.2 Different Kinds of Interview Strategies
1.5.3 Guidelines for the Interviewer
1.5.4 Guidelines for the Interviewee
1.5.5 Types of Interviewing Questions
1.6 Summary

After going through this part of the study material you should be able to
• Give and take good interviews.
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• Contribute effectively to group discussions.

• Understand the concept of group conflict and its consequences.
1.2 INTRODUCTION
Communication is also performed in a group set-up. Ideas, viewpoints and even decisions are
taken in groups. Group decisions bring in a range of opinions, experiences and ideas, unlike
individual decisions. The 3 Ps of a group discussion are purpose, planning and participation.
In this lesson we will try to understand different advantages and qualities a group discussion
must have. As a student, you will be facing many GD’s at university or employment level for
which a training shall be introduced at this point of time. Same goes for the interviews, to find
the best candidate for a job, you must pose the right questions during the interview and follow
some do’s and don’ts listed in the lesson.
1.3 GROUP DISCUSSIONS

A group is a ‘unit of two or more people who work together to achieve a common goal’ (Bovee
et al, 2002). A group differs from a class in the sense that members of a group are together
because of common ideas, beliefs and practices, and are constantly interacting with each other
as a group. Every group has an inherent quality which keeps them together, like,
• Commitment to common goals
• Trying to bring about positive changes in society.
• To improve and give moral values to society.
• To collect information, discuss issues and problems, and assist in the decision-making
process.
A group can function effectively only if it follows certain norms and accepts and maintains the
hierarchical structure of the group. Group discussions facilitate the discussion of problems,
arriving at a common understanding of the problem and then resolving it by common consent.
The 3 Ps of a group discussion are,
- Purpose
- Planning
- Participation
The purpose of any group discussion should be well- defined.
Every member of the group should be informed about the agenda of the group discussion as
well as the date, time and place. This will ensure everybody’s participation and active
contribution to the discussion. A member from within the group is made the team leader who
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ensures that the discussion moves in the right direction and that all its members participate in
the discussion. The informal ambience within the group encourages every member to help in
the resolution of the issue at hand.
1.3.1 Advantages of group discussions
• Group decisions bring in a range of opinions, experiences and ideas, unlike individual
decisions.
• Group decisions are acceptable to everybody because it is representative of members from
different departments and moreover the interests of all departments are taken care of.
• Since it is a decision taken by representatives from various departments it is easier to
implement the decision. Chances of non-compliance and resistance to group decisions
minimized.
• Sometimes to avoid or delay taking a decision, the issue is referred to a group. Many times,
no decision can be taken by a group because of divergent ideas and views by various
members.
• Since a decision taken by a group does not fix responsibility on any one individual for the
final decision, no one can be held accountable for the decision.
• Sometimes individuals with a hidden agenda can hijack the final decision to their
advantage.
Despite a few disadvantages, group decisions are always preferred over individual decisions.
1.3.2 Participating in group discussions.
An Office Order, like a memo, is a formal non-interactive downward communication and is
written regarding employees’ service conditions like taking away some privileges/rights,
giving information about new constraints, promotions, annual increments, transfers and
postings, any action taken against the employee etc. As an office order may contain bad news,
it is important to be polite, clear and objective. You have to explain the situation backed by
facts and figures, as to why you are forced to take action against the employee. If you are giving
good news, give it first and then the background details. Use the third person and see if your
message answers the who, what, when and how questions.
Role of the group leader
The group leader plays a pivotal role in helping the group take proper decisions. The group
leader performs a variety of functions. Some of them are:
• Planning the meeting and preparing the agenda.
• Moderate the meeting, control those who talk too much and encourage those who are shy.
• Help in summarizing everyone’s views, reconcile differences and build a consensus on the
decision.
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• Maintain order in the meeting and take impartial decisions.

• Give clarification on any point and help the group to arrive at a decision.
Role of the participant
• Be a good listener, be well informed and contribute in a positive way to the discussion.
Being rigid is never appreciated in a group.
• Maintain cordial behaviour and present your point in a coherent and convincing manner.
• Respect other people’s viewpoints and do not try to force people to arrive at a consensus on
any issue.
Group Discussions at Business Schools
Group discussions at business schools serve to select the appropriate candidates to the school.
These group discussions gauge a student’s ability to work in a team, both as a member and a
leader, his/ her personality and ability to take decisions and argue issues.
To be successful at group discussions one must have certain qualities such as,
Team- spirit : capacity to work in a group and have a positive spirit.
Leadership : contributing positively to the group, able to motivate other members,
and helping the group to achieve their goals.
Flexibility : willing to accommodate other people’s ideas and opinions and
facilitate a consensus.
Assertive : put across your ideas in a positive and convincing manner. Being
aggressive is not appreciated.
Initiative : If you are familiar with the subject take the initiative to begin the
group discussion and contribute at regular intervals to the discussion.
Creativity : Give the discussion a new meaning / dimension in a coherent manner.
Inspire others : Support and give an opportunity to others who are unable to put
across their ideas.
Listening skills : Be a good listener and open to the ideas of revising your views.
Awareness : Important to be conversant with current issues.
Communication skills : Have good communication skills, and a positive approach to ideas.
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1.4 GROUP CONFLICT

Conflict is defined as a difference of opinion between two groups or people. The opposition of
another group, to accomplish a goal distinct from that of the group, is typically the driving
force behind this. Conflicts like this can happen because the parties engaged in the conflict
have different sets of values and guiding principles.
1.4.1 Types of Conflicts
As each individual possess his or her own opinion, the conflict tends to arise. Following are
the types of conflicts:
Types of
conflicts
Interpersonal Intra-personal Intra-group Intergroup

Conflict Conflict Conflict Conflict
Fig 1.1 Types of Conflicts

1. Interpersonal Conflict: An interpersonal dispute is a disagreement between two people.
This frequently happens because of how distinctively individual individuals are. Because
we all have different personalities, our decisions and viewpoints are frequently conflicting.
2. Intrapersonal Conflict: An individual experiences internal strife. The event happens in the
individual's head.
3. Intragroup Conflict: One form of conflict that occurs within a team is intra-group conflict.
The people' s differences and misunderstandings cause an intra-group conflict.
4. Intergroup Conflict: Intergroup conflict occurs when there is miscommunication between
various departments within an organization. For e.g., a company's finance department and
marketing department might disagree on a situation.
1.4.2 Consequences of Conflict
1. Effect on communication: Conflict leads to breaks in communication, participants can
miscommunicate things and can cause more problems in the workplace. Therefore, it is
advised to resolve the conflict as soon as possible.
2. Emotional Effect: Employee emotions such as dissatisfaction, anxiety, and mistrust are
produced by conflict. Both intra-group and inter-group members can feel these emotions
and this situation can lead to serious consequences.
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1.4.3 Resolving Group Conflicts

Following are the ways to resolve group conflicts:
1. Compromising: Finding a remedy that would be acceptable to all parties is what
compromise implies. If one party is willing to sacrifice something in respect of the other
party is also ready to give up on something creates a compromising situation. This give and
take method can also solve a group conflict within an organization.
2. Collaborating: The goal of collaborating is to resolve the conflict by working together with
the other participants. So, a key component of this approach is communication.
3. Mediation: Under this method people will listen to an internal or an outside counsellor and
talk about their problems. Both the groups can talk out their problems and settle the issue
in presence of a mediator. But it is important to hire a well-qualified and appropriate
mediator for this task.
4. Arbitration: This is a more formal method where an arbitrator evaluates the proof and
provides a binding judgment.
IN-TEXT QUESTIONS
1. When an individual experiences internal strife. The event happens in the
individual's head, this conflict is referred as______________
2. Which of the following can be termed as effects of a conflict in an
organization?
a) Effect on communication b) Emotional Effect
c) Effect on sales volume of the firm d) All of the above
3. The goal of ________________is to resolve the conflict by working together
with the other participants to resolve a conflict.
4. Give clarification on any point and help the group to arrive at a decision
comes under the role of a group leader. Yes/ No
5. The 3 Ps of a group discussion are planning, participation and project. True/
False
1.5 INTERVIEWS
Interviews are one of the most widely used selection tools. Practically all organizations conduct
interviews for various purposes like selection, appraisal, exit, and counselling and for various
other reasons.
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Interviews are a kind of communication between individuals which has a defined purpose.
Given below are the different kinds of interviews we face in our professional life.
1.5.1 Different kinds of interviews
a. Selection/Employment interviews: This is generally held when an organization wants to
hire people in its company.
b. Promotion interviews: It is conducted when an employee wants to be considered for a
higher position in the organization.
c. Appraisal interviews: This is conducted either periodically or annually by the organization
to evaluate the performance of the employees, to review the progress or discuss the future
course of action of the organization.
d. Counselling interviews: They are conducted by the organization for the benefit of the
employees. Employees who are facing problems either at the workplace or at home are
counselled during these sessions and employees who are not performing up to the mark are
encouraged to improve their performance.
e. Disciplinary/ Reprimand interviews: Employees who do not follow the company’s rules
and regulations, do not maintain the discipline in the organization and break the code of
conduct are generally summoned by the employer and pulled up for this kind of behaviour.
f. Grievance interview: In this kind of an interview, employees can share with their
organization, any complaints which they have either against the organization or their
colleagues.
g. Exit interviews: Employees who leave an organization voluntarily or have been dismissed
participate in exit interviews. Their forthright and honest comments help to improve the
working within the organization and generate warmth and goodwill towards the employee.
h. Stay interviews: This is a fairly new phenomenon and companies are using them to judge
employees’ expectations. It is an indispensable tool to retain the workforce by making the
employees feel appreciated and motivated.
Interviews are also conducted to measure employee satisfaction, working conditions of the
employees, their attitudes and other issues related to creating a positive environment for the
employees to work in.
1.5.2 Different Kinds of Interview Strategies
The two most commonly used interview strategies are the directive and non- directive strategy,
also called structured and non- structured, patterned and unpatterned, and guided and
unguided strategy. In the direct method a fixed set of questions are prepared, and every
interviewee has to answer the same set of questions. There is very little scope for flexibility in
this approach. On the other hand, the indirect method has more flexibility in its approach and
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generally used for appraisal, grievance and other in- house interviews. It is generally advised
to use an appropriate combination of both kinds to achieve positive results.
Other Interview Strategies Commonly Used
a. Depth or Action interviews: These are specialized interviews which are conducted to
understand and analyze a person as an individual apart from his professional capabilities.
b. Group or Discussion interviews: In this kind of an interview individuals are expected to
interact with each other, which helps to understand their interpersonal skills.
c. Stress interview: This kind of an interview tests the candidate’s capability in stressful
situations. The interviewee is subjected to criticism on varying aspects and his response to
it is judged to assess how he functions under stressful conditions.
d. Situational interview: The interviewee is given a situation and asked to respond to it. This
kind of an interview judges the practical handling of issues/ situations by the candidate.
e. Video interview: This kind of an interview is conducted by employers to stop wastage of
both time and money. One needs to prepare differently for a video interview as compared
to a face-to-face interview. Given below are a few guidelines for video interviews.
• Talk to the interviewer beforehand for familiarity.
• Familiarize yourself with all the equipment and other arrangements beforehand.
• Sit up straight and speak clearly and at a normal pace.
Before the interview schedule is finalized both the interviewer and the interviewee need to
plan and prepare themselves for the interview.
1.5.3 Guidelines for the Interviewer
The interviewer has to follow certain time-honored conventions so that he is successful in his
endeavor to select the right person.
• The interviewer needs to be clear about the purpose of the interview so that he can formulate
the strategy for the interview.
• Other details like place, time and the length, style and organization of the interview has to
be decided.
• The interviewer must have necessary details of the candidates together with the job
requirements of the post.
• The interviewer must prepare an adequate set of questions which will help him to elicit the
right kind of responses to facilitate the selection process. Making the interviewee
comfortable will also facilitate the selection process.
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• The candidate should be allowed do most of the talking which will help in gauging the
expertise of the candidate.
• Arrange your questions in such a way that it helps uncover layers of information or helps
the candidate to tell a complete story.
• Use different question types like open-ended questions, close-ended questions, restatement
questions and direct open-ended questions and also vary the pace of the interview.
• S/he should never show her/his disapproval or argue with the candidate on any issue.
• S/he should maintain a record or take notes while interviewing the candidate so that later
on s/he is able to take a correct decision.
• At the end of the interview the interviewer should conclude in a pleasant and warm manner.
S/he should inform the candidate when the results would be declared and if selected s/he
would be informed. The interviewee should carry the impression that s/he has been given
a patient hearing and that the selection process would be fair.
• After the interview is over the interviewer needs to collate the information gathered during
the interview, select the suitable candidates and make a list of them in descending order.
1.5.4 Guidelines for the Interviewee
An interviewee needs to prepare himself well before facing an interview. He also needs to have
what is known as EQ (emotional quotient) to be successful at interviews. Refer to page 317 of
your textbook for a list of EQs which all candidates need to develop to be successful at
interviews.
Before the Interview
• Gather information about the organization and members of the interview board.
• Prepare a list of questions which you anticipate and rehearse the answers.
• Practice your interview skills and participate in mock interviews.
• Maintain eye contact, sit in an erect position and be pleasant in your behaviour.
• Look good and be presentable, dress appropriately and have a positive attitude.
• Carry all the credentials and spare copies in a neat file.
• Reach the venue before time so that you are relaxed.
During the Interview
• Enter the room confidently and greet the members.
• Maintain a calm and composed posture.
• Your body language should be positive.
• Be an attentive listener.
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• If you do not know an answer, accept it.

• Language used should be appropriate and formal.
• Be honest and open about your previous job and employer.
• Avoid talking too much about your achievements.
• Ask questions about your responsibilities, and information about the organization.
• Before leaving the room, thank them and conclude on a positive note.
After the Interview
• Write a thank you note to the interview board within a couple of days. This will make the
members of the board remember you and it may work in your favour.
• If there is no response by the time promised, write a letter to enquire about the results.
1.5.5 Types of Interviewing Questions
When candidates appear for a job interview, they are asked questions belonging to different
categories to gather specific information. Following are different types of interviewing
questions:
1. Closed ended interview questions: This category of questions is simple and
straightforward. The candidates are not demanded any kind of explanation under this
category. For example: Have you worked before in this industry?, Can you work in remote
location? etc.
2. Open ended interview questions: It is opposite to close ended questions. The interviewer
may demand an explanation for the question asked, one word answer will not work here.
For example: Why do you choose to work in this company? What are your strengths and
weaknesses? What according to you an ideal job should have? etc.
3. Hypothetical interview questions: These job interview questions challenge the candidate
to solve an imaginary problem or respond to a given situation with his or her critical
thinking. For example: How will you make sure that your team is motivated even if the
company is facing big loss in the economy?, If you could have anyone in our industry as a
mentor, who would you choose and why?, etc.
4. Outside the box interview questions: This category of questions force the candidate to think
out of his way and share his viewpoints on a topic. These job interview questions may
appear strange, but they may yield revealing answers. These types of questions reveal your
creativity and thought process. For example: If you have given an opportunity to travel
back in time, what current mistake will you correct?, If you are given a chance to become
CEO of this particular company, what decisions will you take?, etc.
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ACTIVITY
Your friend has to make a presentation of a new face cream which his company is
IN-TEXT QUESTIONS
6. __________________questions are simple and straightforward. The
candidates are not demanded any kind of explanation.
7. ________________ kind of an interview tests the candidate’s capability in
stressful situations.
8. An interviewee should gather information about the organization and
members of the interview board before appearing in the interview. Agree/
Disagree
9. Which of the following is a hypothetical review interview question?
a) What is your name?
b) Where do you stay?
c) If you are a team leader how will you motivate your team, in difficult
times?
d) What according to you an ideal workplace should have?
10. __________are specialized interviews which are conducted to understand
and analyse a person as an individual apart from his professional
capabilities.
1.6 SUMMARY
ACOMPETENCIES
group is a ‘unit of two or more people who work together to achieve a common goal’. Every
group has an inherent quality which keeps them together, like commitment, moral values to the
society, urge to collect more information, assisting in decision making process, etc. The group
leader plays a pivotal role in helping the group take proper decisions. The group leader
performs a variety of functions namely planning, moderating and summarizing the meeting and
also giving clarification when desired by the group members. A participant in the meeting
should be a good listener, poses cordial behaviour and respect every other member opinion.
Group discussion participants should have qualities of team spirit, flexibility, creativity,
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awareness, etc.
Conflict is defined as a difference of opinion between two groups or people. The opposition of
another group, in an effort to accomplish a goal distinct from that of the group, is typically the
driving force behind this. Conflicts can be divided into interpersonal, intra-personal, inter group
and intra group conflicts. These can be resolved by opting for compromise, collaboration,
mediation and arbitration.
All organizations conduct interviews for various purposes like selection, appraisal, exit, and
counselling and for various other reasons. Interviews can be classified into employment,
promotion, appraisal, counselling, disciplinary, exit and stay interviews. Numerous type of
questions are asked in an interview, some of them are close ended questions, open ended
questions, hypothetical, out of the box questions, etc.

1. Intrapersonal conflict 6. Closed ended interview questions
2. All the above 7. Stress interview
8. If you are a team leader how will you
3. collaborating motivate your team, in difficult times?
4. Yes 9. Agree
10. Depth or Action interviews
5. False

1. Why are group decisions better than individual decisions?
2. What are the qualities you need to have to be successful at group discussions at B- Schools?
3. List some of the common questions that you think can be asked at an interview. Try to
answer at least four of the questions on your own.
4. What do you mean by the concept of group conflict? What are the different strategies to
resolve group conflicts?
5. What do you mean by the term interview? List the guidelines to be followed by the
interviewer and the interviewee.
6. How many types of questions are asked in an interview? Give explanation and examples of
the same.
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• Quintanilla, Kelly, M. (2021). Business and Professional Communication. 4thed. Sage
Textbook.
• Raman, M. & Singh, P. (2012). Business Communication. Oxford University Press.
Publishing, Ltd.
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UNIT V
LESSON-1
MEETINGS AND E-MAIL ETIQUETTES
Ms. Tulika Prasad
Ms. Tasneem Shehnaaz
STRUCTURE
1.2 Introduction
1.2.1 Types of Meetings
1.3 Planning and Conducting Meetings
1.3.1 Planning a Meeting
1.3.2 Role of the Chairperson
1.4 Meeting Process
1.4.1 How to Participate in a Meeting
1.4.2 Factors that Render Meetings Wasteful
1.5 Notification, Agenda and Minutes
1.5.1 Notification and Agenda
1.5.2 Minutes
1.6 The Internet
1.7 The Intranet
1.8 The Extranet
1.9 E-mail
1.10 Summary
1.11 Glossary

• The relevance of Meetings
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• The process of meeting

• How to effectively plan and lead a meeting.
• How to prepare minutes of a meeting
1.2 INTRODUCTION
Meetings are held to share information and ideas, take decisions, make suggestions and help in
the working of an organization.
Meetings can be held for a variety of reasons:
• To have discussions and share new ideas.
• To inform the group of some decision or information.
• To involve people in decision making.
• To evaluate some issue.
• To get opinions and help on certain issues.
1.2.1 Types of Meetings
There are generally two kinds of meetings: formal and informal. Formal meetings need to be
validated by following certain rules and regulations; like circulating the agenda beforehand,
maintaining minutes of the meetings, and ensuring that the quorum is complete.
Formal: Some formal meetings held by an organization are:
A. Annual General Meeting
B. Statutory Meeting
C. Board Meeting
Informal: Some informal meetings held by an organization are:
A. Departmental Meetings
B. Interdepartmental Meetings
C. Working Parties
1.3 PLANNING AND CONDUCTING A MEETING

1.3.1 Planning a Meeting
Meetings can be planned, following an established approach called the ‘Purpose, Process,
Outcomes’.
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- The Purpose of all meetings is to inform all the members the reasons for having the
meeting.
- The Process of a meeting informs the members of the plans and expected achievements.
- The Outcomes identifies the intended achievements of the meeting.
1.3.2 Role of the Chairperson
There are some other things that should be kept in mind, especially by the chairperson.
• The chairperson should begin the meeting on time so that it can conclude on time.
• The chairperson should start the meeting by reminding everyone of the agenda and begin
the meeting on a positive note.
• It is important for the chairperson to listen to every member patiently and conduct the
meeting impartially. Arguments between members, if any, should be settled amicably.
• The chairperson needs to adhere to the agenda regarding all discussions and it should be
followed logically. Any issue which is not on the agenda and needs to be discussed can be
done with the permission of the chair at the end of the meeting and if time permits it.
• The chairperson needs to control the meeting both in terms of time and participation. S/he
should encourage those who are quiet and control those who try to dominate the meeting.
All the items on the agenda need to be discussed within the given time. If the views of the
members are divergent the chairperson needs to amicably resolve it or resort to voting.
• All the decisions taken in the meeting need to be summarized at the end of the meeting.
This helps in having clarity about the decisions taken and also gives the members a feeling
of achievement. The minutes of the meeting should be recorded and sent to all the members.
1.4 MEETING PROCESS

1.4.1 How to Participate in a Meeting
The role of the participants is as important as that of the chairperson for a successful meeting.
Members also need to follow certain rules and regulations so that the meeting runs smoothly.
• Members should arrive on time for the meeting.
• Be a good listener and allow others to speak.
• Do not dominate the meeting or deviate from the agenda.
• Obey the chair and help in resolution of conflicts.
• Maintain the decorum of the meeting. Do not laugh, joke, make comments or use your
cell phone.
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• Make a positive contribution in the meeting by going through the agenda and preparing
for the meeting in advance.
• Use courteous language and have a controlled tone.
• Always have a paper and pencil at hand to note down the points of other speakers if
any. This also gives an impression of seriousness.
1.4.2 Factors that Render Meetings Wasteful
• Bad preparation by convener and members.
• Incompetency of chairperson.
• Chairpersons who use meetings as a tool to delay decisions.
• Unnecessary meetings and chairpersons who call meetings to avoid taking decisions on
their own.
• Very large committee formed for a meeting.
• Agenda not focused or too long.
• Absence of key players.
1.5 NOTIFICATION, AGENDA AND MINUTES

1.5.1 Notification and Agenda
A notice for a meeting, also called a notification, is sent well in advance so that all members
attending it can come well prepared and contribute fruitfully. An agenda is a list of items to be
discussed or of official things to be done at a formal meeting. This list is prepared in advance
of the meeting, by the secretary in consultation with the Chairperson and contains information
about the following:
 Company’s name, address and contact details.
 Date on which the notice was issued.
 Who is to meet whom?
 Nature of the meeting (whether it is routine, emergency, special, extraordinary etc.)
 Day, date, time and venue of the meeting
 Purpose or agenda of the meeting
 Signature of the Secretary
 Details of those who will attend the meeting (names with designations)
 Any enclosure(s) being sent with the notice.
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The chairperson presides over the meeting and is helped by her/his secretary. The latter ensures
that the issues mentioned in the agenda are strictly followed and takes extensive notes about
the discussions taking place, about decisions, dissents or agreements, suggestions etc. S/he then
writes them in the form of Minutes, which is sent to the chairperson for approval and signature.
After this is done, the minutes are sent to all members who participated in the meeting.
An example of a notice with agenda:
1) SWITCH2CFL
INDIA
2) 28 February 2008
3) NOTICE
4) The twenty-fifth meeting of the Board of Directors of SWITCH2CFL Ltd. will be held in
the Conference Room of Hotel Business Redefined, Sun City, Gurgaon, on 31 March 2008 at
11.00 a.m. The meeting is expected to last for two days, so all those requiring assistance with
transport and accommodation should contact the undersigned so that suitable arrangements can
be made. The meeting is being held to transact the following business:
5) AGENDA
(i) Ratification of the minutes of the meeting held on 31 December 2007
(ii) To decide how Ethics Month should be celebrated in July 2008
(iii) To deliberate on the adoption of the Whistle Blower Policy
(iv) To appoint an Ethics Counsellor
(v) To form a Whistle Blower Protection Committee
(vi) To work out the modalities of the Gift Policy
(vii) Any other matter with the permission of the Chair
(viii) Vote of thanks
(ix) Date of the next meeting
7) Secretary
Iraj Kumar
8) CC:
i.
ii. etc.
9) Enclosure: Minutes of the meeting held on 31 December 2007
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1.5.2 Minutes
Writing Minutes is an art which requires certain skills like taking notes, summarizing, and
using reported/indirect speech. Minutes should follow the sequence of the agenda. It should be
logically written in the third person using the past tense and the paragraph or block format. It
should incorporate all ideas, suggestions, discussions etc. that took place in the meeting.
The content of the minutes of a meeting can be written in 2 ways – the first one is the minutes
of narration and the second one is the minutes of resolution. In the former, the leading points
of the discussion are arranged in a particular way. The title of the point on the agenda is written
first, and then what the chairperson said regarding the matter under discussion are recorded.
The ideas, suggestions, agreement and dissent (if any) of the various members are also written.
Finally, whatever is the final resolution or decision taken in the meeting is recorded. The second
way or the minutes of resolution, is when only the title of the item on the agenda and the
decision taken is recorded.
IN-TEXT QUESTIONS
1. A Notification is a list of items to be discussed or of official things to be
done at a formal meeting. T/F
2. Which of the following is a formal meeting
a) Annual General Meeting b) Statutory Meeting
c) Board Meeting d) All of the Above
3. Which of the following is a formal meeting
a) Departmental Meetings b) Board Meeting
c) Annual General Meeting d) Statutory Meeting
4. Which of the following is not required in the meeting?
a) Quorum b) Large number of members
c) Good Listening skills d) Courteous Language
1.6 THE INTERNET

The use of computers and the Internet has made information available at the click of a button.
Remember, this abundance of information has to be used sensibly in accordance with your need
and specialization. However, the question here is - what is this Internet? Sometimes, simply
called the “Net”, it means interconnected (computer) networks across the globe that transfers
data through the system of packet switching using Internet Protocol. This can be accessed by
users all over the world by using a computer, modem and an Internet Service Provider.
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There are different ways of accessing the Internet. One is through the standard telephone line
or the dial-up connection. Another way is through a cable connection or a digital subscriber
line (DSL or a high speed phone line). For high speed data transmission, Integrated Services
Digital Network (ISDN) is used. You can also use cell phones or smart phones to access the
Internet.
The question now is who owns or controls the Internet. Well, no one does, though there are
some agencies like National Science Foundation, the Internet Engineering Task Force, the
Internet Corporation for Assigned Names and Numbers (ICANN), the Internet Governance
Forum (IGF), Internet Network Information Centre (InterNIC) and the Internet Architecture
Board that supervise and standardize all activities on the Internet.
Some uses of the Internet
1. It allows users to access and exchange information of different kinds globally.
2. It permits business activities like online banking, online shopping, and e-commerce
transactions.
3. It helps users to send and receive mail, transfer files, access news, music, videos etc.
4. You can search for information using search engines or post information through blogs
twitter etc.
5. You can participate in group discussions, have online meetings etc.
To access the vast amount of information available on the Net, you can use directories or
indexes. Both are search sites and the former is for browsing the Internet whereas the latter is
for locating particular information through large databases (see examples on pp 242-243). Once
you type in your topic or keywords/phrases relating to it, the search engine brings forth a list
of related web addresses. These addresses are called URLs or Uniform Resource Locators.
As you may be aware, English is the most common language used on the Internet. You may
ask, “What are the services offered by the Internet?” Well, the answer is, there are many like
email, e-commerce, instant messaging, chat rooms, file sharing and File Transfer Protocol
(FTP). But the “killer application” is the ‘World Wide Web’ which all of us use while accessing
the Net. It gives us access to billions of pages of information in the virtual world in a language
called Hyper Text Markup Language or HTML. It has also made the Internet a commercially
feasible proposition.
Some common terms used in relation to the Internet:
Web Browsers like Internet Explorer or Netscape Navigator help us to locate web documents
or web pages which are connected to each other through hyperlinks or highlighted
words/images (http://www.techterms.com/definition/hyperlink- click on this address for a
definition). There are search engines too like Yahoo!, Google etc. that help you to find
information on the Net.
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Some Differences between the Internet and the World Wide Web:
1. The World Wide Web is a part of the Internet and not vice versa.
2. We access information using the Web through the medium of the Internet.
3. The Web is an application built on the Internet while the latter is a large group of
interconnected computer networks.
4. The Web has pages which we can access using web browsers whereas the Internet is
the network where all information resides.
5. Features like Telnet, Internet gaming, email, Internet Relay Chat etc. are not part of the
Web.
6. The Web uses HTTP or Hyper Text Transfer Protocol method to transfer web pages
to your computer. Web pages are written in HTML.
Blogs
Web logs or blogs are like virtual diaries in which individuals, groups or organizations can
write whatever and whenever they want. They allow users to post thoughts, comments,
opinions and updates about a topic or their life on the Web.
Internet Protocol (IP): Domain Name System (DNS)
It is a system by which computers connect to each other by automatically mapping text names
to IP addresses. In the earlier system, numeric IP addresses were provided, or a large text file
had to be used to map names to addresses. Now you need to remember web addresses only and
the DNS will do the rest.
Uniform Resource Locators
Generally, every website has an introductory page called the homepage which gives details
about itself and links to its contents. Before going to a particular website/page, we have to
know its address or URL, that is, Uniform Resource Locator, e.g.,
“http://www.cnet.com/Contents/Reports/index.html” or “ftp://info.apple.com/”. Note that all
URLs do not begin with “http” (hyper text transfer protocol). The first part (http or ftp)
indicates the kind of resource it is addressing. The second part is the address of the computer
being located and the path to the file. In this part, “www.cnet.com” is the registered domain
name and “Contents/Reports/index.html” is the path to the file. The first level or top level
domain name (TLD) is written after the period, e.g. “.com” (company). Some other TLDs are–
• info (general information)
• Edu (education)
• coop (cooperative)
• gov (government)
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• net (network resources)

• org (non-profit organizations) etc.
Clients and Servers:
The client-server relationship is common in the virtual world. For example, if an office has a
server that contains an organization’s database, then all computers accessing the database are
clients. If you access your email using Microsoft Outlook, then Outlook is your email client
software that acts as an interface between your client computer and the mail server.
Local Area Network (LAN):
A Local Area Network (LAN) is a network that is confined to a relatively small geographic
area such as a writing lab, school, an organization or building. It costs less to set it up than a
Wide Area Network (WAN) which is a larger network extending to a state, country or the
world.
1.7 THE INTRANET

It is a collection of private computer networks within an organization. It facilitates
communication between people or work groups to improve the data sharing capability and
overall knowledge base of an organization's employees. It uses standard network hardware and
software technologies like Ethernet, Wi-Fi___33, TCP/IP (Transmission Control Protocol/
Internet Protocol), Web browsers and Web servers. An intranet within a company typically
includes Internet access but has firewalls installed so that people outside the organization
cannot access its computers. An intranet generally incorporates email, groupware applications,
internal Web sites, documents, and/or databases.
Reasons why the intranet is popular:
1. More information about the company, its policies, benefits offered, internal job openings
etc. can be posted.
2. Intranets are flexible and convenient to use. For example, sales representatives of the
company can download and print all or any of the presentation materials created by the
marketing and sales department for customer viewing/appraisal at any site.
3. Company employees can collaborate with each other to work on new projects or share
global knowledge.
1.8 THE EXTRANET

A common extension to intranets, called extranets opens the firewalls (mentioned earlier) in
intranets and can thus provide controlled access to outsiders. That is why it is called the
“external intranet”. In this, companies/organizations allow some people like suppliers,
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customers etc. to access this network with whom they wish to share selective information, after
proper authentication with the help of a password.
Advantages of Extranets
1. They can help companies to save time and money by providing a secure, simple and fast
way of communication.
2. They reduce the need for having face-to-face meetings which, in turn, saves time, money
and energy.
3. Timely updated information is easily available to all those who have access.
Business Use of the Internet
1. Other than having global information at the click of a button, the internet permits sharing
of texts, photos, videos, slides and other data.
2. Because of its flexibility, employees can even work from home or other locations outside
the office.
3. It allows e-commerce activities (for more details refer to chapter on e-commerce in your
textbook).
4. It provides businesses with phenomenal reach to a variety of audiences, like customers,
suppliers (both local and international), and new business partners.
5. The cost of running a business through the Internet is not high as overhead costs are low.
6. The Internet helps to keep investors, trade analysts and government regulators updated
about business developments.
7. Electronic learning or e-learning can take place with the help of computers and Internet. It
is also known by other names such as, virtual learning, distributed learning etc. In the
business world, it is used as online training for employees.
8. Posting e-resumes on the Web has many benefits such as, they can be sent quickly and
easily through the Internet, companies can locate them with the help of search engines and
key words, they can be read on a computer monitor or read as hard copies after printing
them, and can be changed into other electronic file types such as database files.
E-resumes are the same as printed ones except in their formats. The different formats of
resumes are:
a) A print version that you can mail.
b) In plain text/text only form that you can copy or paste to online forms/databases
c) In a form that can be scanned
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d) As a part of your email and not as an attachment since most companies prefer this route.
They fear viruses entering their systems through attachments.
e) In RTF, that is, Rich Text Format that can accommodate most of the pleasing features
of your resume
f) In PDF, that is, Portable Document Format that retains the original appearance of your
resume and cannot be destroyed by viruses
g) In web ready form, which you can put on your personal page or at other websites.
9. Like e-resumes, you can post e-memos using the Internet. This helps companies to
communicate important information to its employees in a fast and convenient manner.
There are 2 categories of communication technologies: synchronous and asynchronous. The
former includes online chats, videoconferencing, virtual classroom or meeting etc. wherein the
participants are present at the same time though at different locations and communicate using
e-technologies. The latter means that all participants need not be present at the same time for
communication to take place. Examples are – emails, blogs, wikis, discussion boards etc.
Methods of e-communication:
a) Email (you can read, write and send messages on the computer)
b) World Wide Web (already mentioned)
c) Discussion mailing lists or listservs wherein you can be a part of a discussion group and
send mail to the group’s email address which is forwarded to all members
d) Newsgroup has messages and responses on a particular topic at a particular website by
like-minded people
e) Collaboration is a popular concept nowadays which allows people to exchange ideas,
thoughts, skills etc.
f) Remote access permits computers to be connected despite being situated at remote and
different locations
g) Instant messaging is a way of communicating through written messages when both
parties are online synchronously
h) Videoconferencing (see “Other communication Technologies” for details)
i) Telnet helps your computer to communicate with other computers on a remote network.
j) Voice Over Internet Protocol or VoIP or Internet Telephony by which you can talk to
your friends over the Net
k) File Transfer, also called FTP (file transfer protocol) by which you can download,
upload files, send zip files etc.
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Problems Facing the Internet

a) Too much information has created problems in companies as employees lose sight of
important documents.
b) Data security is a problematic issue as hackers break into confidential files and access
important information. They can even destroy, steal or change these files.
c) Employees waste company time and resources for personal use and are less productive
(called cyber slacking).
d) Businesses lose time and money because of electronic traffic jams due to excessive
information and the need to send large amounts of information quickly.
e) Cyber criminals introduce viruses and worms (software) by camouflaging them in
legitimate software so that important files/information can be changed or destroyed.
Viruses destroy or change programs or files. Worms endlessly duplicate themselves
and take up space causing e-traffic.
Security Measures
a) Introduce passwords for accessing the computer.
b) Outsiders to the company should be properly screened.
c) Install programs like anti-virus software etc. in order to screen emails from e-threats.
d) Install firewalls so that only those users who have proper password and identification
can access company’s website.
e) Have a plan for recovering data in case of breakdown of system.
1.9 E-MAIL
Warm Up
1. Can you think why e-mail is a better mode of communication than regular postal mail?
2. Why do businesses also use e-mail when it is a less formal way of communicating?
E-mail has become a quick and easy mode of communication. As it has the features of both
speaking and writing it is important to know how to write it.We should follow certain
guidelines known as ‘netiquette’ when we use the Internet for writing blogs, emails or
discussion groups or while chatting online with friends and others. When these rules apply to
email writing only, they are referred to as ‘e-mail etiquette’.
What to do:
1. Write your purpose in the subject line.
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2. Be clear and use concrete and correct words to state your message. Keep in mind the Cs of
effective communication.
3. Use short paragraphs with topic and supporting sentences to write your message.
4. Follow the protocol of the organization when sending business e-mails.
5. Don’t write long messages. Be brief, organized and courteous. Write one screen length e-
mail only.
6. Never write when you are angry.
7. Use positive and gender-neutral language.
8. Always revise your writing before sending it.
What to Avoid:
1. Don’t write e-mails like a casual conversation. Don’t make jokes or personal comments in
business correspondence. Be gender sensitive.
2. Do not tag all messages as ‘extremely urgent’ or ‘high priority’ unless necessary.
3. Don’t click the ‘Reply All’ button without thinking. Some e-mails must be sent to select
persons only.
4. Never send critical or confidential information by e-mail.
5. Do not use short forms or abbreviations excessively. Use those which can be understood
by the recipient and are acceptable and known to all.
E-mail acronyms and abbreviations (Some of them are used in other places too)
ASAP : As soon as possible BBL : Be back later BTW : By the way
BFN : Bye for now cc : copy to (carbon copy) e.g : for example
etc. : etcetera NB : please note (nota bene) pcs : pieces
Pls: please PS: postscript qty: quantity
i.e. :that is to say (id est) Re : regarding Ref : reference
RSVP : Please reply (repondezs’ilvous plait) tbc : to be confirmed
Lol : Laughing out loud/ lots of love FAQ : Frequently asked questions
FYI: for your information IMHO: In my humble opinion
TTFN: ta-ta for now TIA: Thanks in advance FWIW: For what it’s worth.
6. Don’t use emoticons or exclamation marks in your mails.
7. Before writing an e-mail or a reply to an e-mail, make sure that e-mail is the best option to
write/respond. Sometimes, a phone call or a face-to-face interaction may be a better
alternative.
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How to send an e-mail?

Step 1. First log on to a computer and open an e-mail program (or e-mail client) like
Microsoft Outlook, Outlook Express, Eudora or Pegasus (these are stand-alone e-mail
clients). Those who have free e-mail accounts with Hotmail, Yahoo, Rediff mail,
Google etc. use an e-mail client that appears in a web page. Whatever e-mail client
you may be using, it performs the following four functions:
▪ It shows you a list of all messages in your inbox by displaying the message
headers.
▪ The header shows the sender of the message, the subject as well as time and date
of the message (and even the size of the message). You can select a message
header and read the body of the e-mail.
▪ It lets you create a new message and send it.
▪ It allows you to add attachments to your messages as well as save the attachments
you receive.
Step 2. Click on ‘Create / New Mail’. A fresh page for writing a new mail will open.
Step 3. Bring the cursor to the ‘From:’ line. Write your e-mail address here.
Step 4. Bring the cursor to the ‘To:’ line. Write the e-mail address of the person to whom you
want to send an e-mail.
Step 5. Bring the cursor to the ‘cc:’ line if you want to send the same e-mail to a 2nd or 3rd
person. Write their e-mail addresses on this line.
Step 6. Bring the cursor to the ‘Subject:’ line. Write an effective subject heading so that the
reader knows what the mail contains and what action(s) is/are required of her/him.
Step 7. Now come to the body of the message. Begin with a salutation. Keeping e-mail
etiquette in mind, compose your message in clear, concise and grammatically correct
paragraphs. Close with a salutation.
Step 8. After completing your message, proof read it and go through the computer’s grammar
and spell checkers. If you are unsure about the contents or about the feasibility of
sending the mail, keep it as a draft and give yourself time to think it through.
Step 9. If you have to send a file along with your mail, click on the ‘Attach’ key and then on
the name of the file you want to send as attachment. The message will show the
attachment icon.
Step 10. Once you are confident of sending the mail, click on the ‘Send’ button.
Step 11. Your e-mail client will connect to an e-mail server and pass to it the name of the
recipient, name of sender and the body of the message.
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Organizing your e-mail

1. Be careful and attentive while writing e-mails.
2. Your subject line should be effective and catch the attention of the recipient.
3. When replying to an e-mail, you should include the letter to which you are replying. Most
computers have this facility when you press the ‘reply’ button.
4. Write your mails clearly so that your reader understands it. If you have to make more than
one point/request in a mail, write them in separate paragraphs. Write brief and focused
paragraphs.
5. Write your e-mail as a formal business letter with appropriate salutations.
6. Check your mail for correct spelling, punctuation and grammar.
7. Use illustrations, comparisons, contrasts to make your point.
8. Don’t send your mail immediately after writing it, unless it’s urgent. Wait for a day or two,
read it again and then send it.
You should not send an e-mail when there is:
A complaint against someone
A disciplinary action to be taken.
An issue/problem/matter regarding co-workers
Any dispute about promotions, or awarding grades etc.
A need to meet in person rather than write to her/him.
Global E-mail
When you correspond with business contacts outside your country, it is wise to seek some
knowledge of their culture. Remember the following advice when you write a global e-mail:
• Begin and end courteously and pleasantly like “I hope this mail finds you well and in good
spirits” and “With warm regards” respectively.
• Use abbreviations, jargon, or technical terms that your reader will understand. It is best to
explain these words and your point in simple and appealing language to avoid
miscommunication.
• Do not use clichés (stereotyped phrases) and slangs (words not accepted for dignified use).
• Ensure that your mail reaches the intended person. If there is no response, send a follow-
up email.
• Be careful of the kind of information you want to convey to your reader. As with other
emails, do not send confidential information in your communication.
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• Before responding to emails from persons belonging to cultures different from your own,
take time to reflect and understand what s/he is trying to convey to you. Don’t correct their
mistakes.
IN-TEXT QUESTIONS
5. Complete the following sentences taken from an e-mail with appropriate words
from the box (there are more words than required):
request queries email may be like is
a) Thank you for your …………. regarding CFL bulbs.

b) We would ……. to place an order for 500 bulbs of different sizes.
c) However, a few ………… remain.
d) The prices of the different sizes ……… not included in your information.
e) We ………… you to send this information.
1.10 SUMMARY
The current chapter deals with the the meetings, types of meetings and the procedure one has
to follow to conduct a meeting. There are two types of meetings i.e Formal and
Informaldepnding upon the nature of the agenda and members. The chapter also talks about the
documents mainly used during the meetings i.e notice, agend and mintes. The capter also deals
with the The use of Internet, Intranet and Extranet for the business puposes. The E-mails and
the related etiquettes.
1.11 GLOSSARY
COMPETENCIES
Meeting : Meetings are held to share information and ideas, take decisions, make
suggestions and help in the working of an organization.
Notice : A notice for a meeting, also called a notification, is sent well in advance so
that all members attending it can come well prepared and contribute fruitfully.
Agenda : An agenda is a list of items to be discussed or of official things to be done at a
formal meeting.
Netiquettes : The guidelines one has to follow while using the Internet for writing blogs,
emails or discussion groups or while chatting online with friends and others.
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1. F 5. a) Email
2. D b) Like
3. A c) Queries
4. B d) Are
e) Request

1. List at least 3 differences between the Internet and the World Wide Web.
2. Write brief explanatory notes on the following terms bringing out their similarities/
dissimilarities: Web directory and web index; client and server; intranet and extranet.
3. What are the problems facing the Internet? Mention at least 4 of them and suggest ways to
overcome them.
4. What factors and guidelines should you keep in mind when writing an email to a person of
another culture?

Company Ltd.
Publishing, Ltd.
• Quintanilla, Kelly, M. (2021). Business and Professional Communication. 4thed.
Sage Textbook.
A.C. - 22.11.2022 Annexure - 4.01.42(A)-13 Scot, O. (2004). Contemporary
Business Communication. New Delhi: Biztantra.
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LESSON-2
BUSINESS REPORTS AND PROPOSAL
Ms. Tasneem Shehnaaz
STRUCTURE
2.2 Introduction
2.3 Proposals
2.3.1 Short and Long proposals
2.3.2 Solicited and Unsolicited proposals
2.3.3 Parts of a Proposal
2.4 Short Reports
2.4.1 Preparing Short Reports
2.4.2 Errors that could ruin your Report.
2.4.3 Format of a short report
2.5 Outline and Organization of Long Reports
2.5.1 Purpose of a Business Report
2.5.2 Types of Reports – of two kinds
2.5.3 Types of Reports according to their purpose and form
2.5.4 Terms of Reference
2.5.5 Outline of Long reports
2.6 Summary
2.7 Glossary

• Understand what proposals are.
• Know when and how to write short and effective business proposals.
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• Understand reports and the different types of reports.

• Know when and how to write short reports.
• Learn how to write an outline of a long report.
2.2 INTRODUCTION
1. Business communication not only requires writing letters, emails, inter-office documents
(like memos, office orders, circulars etc.) but also preparing proposals and reports. Can you
think why we need to write proposals in a business context?
2. A business report is somewhat similar to the report you may have prepared of an event, like
the college annual day. Think of the differences between the two kinds of reports.
As you go higher up in an organization, you may be asked to write winning business proposals
or short/detailed business reports. You may even be able to ask others/subordinates to write
them. Whichever the case may be, you need to know the correct format and manner of writing
them. You need to remember the acronym RAP, which stands for Research, Analysis and
Presentation. These are the 3 stages of proposal/report writing and will be discussed in this
unit.
2.3 PROPOSALS
There are 2 kinds of proposals– research proposals and business proposals. The former is used
in academic institutions and the latter in business organizations. We are going to deal with the
second kind of proposals. It is useful to know and remember that proposals are formal
documents and can be classified into long or short and solicited or unsolicited proposals.
2.3.1 Short and Long proposals
A short proposal is usually written by a single person who must decide what to write, how to
write it, develop and prepare it on her/his own. On the other hand, a long proposal may have
up to 30 writers, all of whom have to collaborate, decide what and how to write it, and then
hand it over to another set of people who will illustrate and publish it.
2.3.2 Solicited and Unsolicited proposals
When a customer wants something that is difficult to obtain, s/he resorts to writing a request
for proposal or RFP, which will specify her/his requirements. When the concerned company
sends a response to such a request, it is known as a solicited proposal. It should be prepared
according to the customer’s needs. All information about the product/service required along
with deadlines of delivery should be given in such a proposal.
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When a company sends a proposal to customers even though the latter may not have asked for
it, it is known as unsolicited proposal. Such a proposal should be able to persuade and
convince the reader/committee of the company’s capability and credentials.
2.3.3 Parts of a Proposal
1. A Cover letters
• should be addressed to the customer (person or company) and speak of the
services/solutions/products you wish to provide
• should include the title of the proposal, name of the representative with
designation, signature and date
2. A Title Page
• should have the proposal title.
• should give the name of the person/company to whom the proposal is being
submitted
• should include the name of person submitting the proposal and date.
3. An Executive Summary
• should state briefly the objectives of the proposal
• should mention process/procedures to be followed.
• should set forth deadlines of the project.
4. A Table of Contents and List of Figures
• This is included in long proposals and short ones do not have them
5. An Introduction
❖ Should state purpose of sending the proposal in the following manner:
• To provide …
• To recommend …
• To offer …
• To bid for …
• Should indicate that you have understood the customer’s
requirements/problems.
• Should explain how you hope to fulfil/resolve them
• Should specify the scope of the project.
• Should include a list of names of people who will work on the project along
with a brief resume of each. This is usually a part of long proposals.
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6. A Background
• Will describe work done on previously completed projects.
• Will state how you plan to tackle this project given your experience of completing such
projects.
o Short proposals do not contain this category.
7. Procedures
• Will outline your plan of fulfilling the requirements of the customer.
• Will describe the work you would be doing under the project
• Will draw up a timetable for executing the project.
• Will specify the product/services you are offering.
8. Equipment and Facilities
• Will explain which facilities you want from the client
• Will provide important facts and figures of things needed for the project
9. Management Plan
• Will state how you will organize work.
• Will list with date the milestones to be met.
• Will detail how resources will be distributed (include a ‘budget justification’)
• Will present a budget, if the customer wants it.
10. Appendices
• Will consist of any additional matter you wish to highlight like letters of recommendation
by other satisfied customers, or adding some visuals, graphs, illustrations. Short
proposals usually leave out this category.
A short proposal contains a letter of transmittal (this is like a cover letter written in response
to an RFP), an executive summary and a body describing the products/services offered, terms
and conditions, and allocation of resources.
While writing a proposal, think of who the customer is, what s/he wants, why you are better
than other players in the field, what you want to offer to your client/customer, how you will
deliver it, where and when will the project commence and be completed. Remember to
write in a clear logical manner on good quality paper.
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2.4 SHORT REPORTS

The functions of a report are as follows:
➢ Informational functions include.
• Supervising and regulating organizational processes
• Executing policies
• Adhering to legal, procedural and regulatory rules
• Creating records for references in the future
➢ Analytical functions include.
• Furnishing background details for decision making
• Using survey reports to convince others by providing informative and evaluative
knowledge.
Remember
• Use the past tense in writing a report as it is usually prepared after an event.
• A report is usually solicited, that is, someone asks for it to be prepared
• Use a formal tone as it is part of upward communication
• Always end a report with conclusions, recommendations, suggestions etc.
2.4.1 Preparing Short Reports
A short report is usually under 10 pages and has 3 basic subheadings - introduction,
investigation and conclusion. The 5-step approach for preparing a report is:
• First step – Plan the different headings of your report keeping in mind the ‘terms of
reference’ or the purpose of the report
• Second step – Research can be primary or secondary. When you collect data needed in
preparing survey reports, it is called primary research. When you use studies led by
others, it is known as secondary research. However, you must remember to
acknowledge/cite your sources, else you will be accused of plagiarism or stealing other
people’s ideas.
• Third step – Draft the report according to the plan in step 1. Be careful in organizing
your data logically so that you can arrive at some conclusions or recommendations.
• Fourth step – Edit and revise your report before turning it in so that it reads clearly and
objectively. Include visuals/graphs/charts/figures etc. if they help in substantiating your
claims. Proofread it for spelling or grammatical errors.
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• Fifth step – Conclude by stating how you have met the objectives of the report by
providing an interpretation of the data given in it. If asked for, end the report by
including recommendations or suggestions.
2.4.2 Errors that could ruin your Report.
• Lack of Objectivity – Try to see both supporting and contradictory claims.
• Generalizing too quickly – Making uninformed judgments without adequate proof
• Non-disclosure of necessary facts or premises – hiding important facts
• Creating either/or alternatives – and not allowing other option to come in.
• Believing in false causal relationships – thinking that X is responsible for causing Y
because X came first.
• If you have proven what you wanted to prove – you start with the belief that your point
has been proved.
• Belittling other people and their ideas by working on popular prejudices – creating a
bad impression about ideas you may not like
2.4.3 Format of a short report
This is of 2 types – the memo style and the letter style of report.
Example of a Memo style Report: Block format
TO : Mr. Santosh Seth
FROM : Peter Topno
DATE : February 7, 2008
SUBJECT : Report on Staff Overtime for January 2008
As per your instruction, I have computed the number of overtime hours put in by the staff
members of the different sections and the overtime allowance due to each one of them.
Staff Hourly No. of Total Total
Wage Occasions Hours Payments
1. Rajan Rs. 50 6 6 Rs. 1800
2. Netar Rs 60 8 10 Rs. 4800
3. Rohan Rs. 80 4 7 Rs. 2240
4. William Rs. 80 5 4 Rs. 1600
TOTALS 23 27 Rs. 10440
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The total expenditure incurred on overtime is likely to go up further by about 60% in the next
two months as we move towards the end of the financial year and the target deadlines have to
be met.
Example of a Letter style Report
15, Aspiration Towers

Gurgaon, Haryana 123456
INDIA
February 5, 2008
Dear Mr. Tata
Sub: Feasibility of CFL Lamps for Bundi Palace Hotel, Bundi: A Preliminary Study.
We have conducted a feasibility study for the use of CFL lamps at Bundi Palace Hotel in Bundi.
The hotel is a heritage fort spread over 35 acres. The ancient palace has been turned into a
luxury hotel for the past 20 years. The clientele is largely foreign tourists who want to
experience the unique culture of Rajasthan.
Bundi Palace has some very beautiful frescoes painted on the walls dating back from the 19th
century. Unfortunately, these have faced a lot of damage from poor maintenance. The lighting
used in the last few years is also responsible for the fading of the paintings.
Our survey around the hotel and these painting galleries shows the usefulness of our lamps both
indoors and outdoors. Not only will it reduce the power bill but also improve the quality of lighting
inside the galleries without the consequent damage caused by filament bulbs. We are of the firm
opinion that a technical study be conducted to assess the areas of switchover to CFL.
Meanwhile we are in the process of charting out a detailed study of the different areas so that
we may list out the types and volume of lamps that could be supplied.
Do let us know if any further matter needs to be enquired into.
Yours sincerely
(Ratna Malik)
Sr. Sales Manager
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IN-TEXT QUESTIONS
1. RAP stands for:
a) Research Agenda Proposal b) Research Analysis Presentation
c) Research Agenda Presentation d) Research Analysis Proposal
2. Which of the following is not a part of a proposal?
a) Cover letter b) Title page
c) Introduction d) None of the above
2.5 OUTLINE AND ORGANIZATION OF LONG REPORTS

2.5.1 Purpose of a Business Report
• To provide background details of situations/problems, what actions were taken or what
were the results of an investigation, in order to help the management to take certain
policy decisions.
• To justify policies and actions/decisions taken in conflicting situations
• To provide information about the progress and activities of a company, its future and
problems
2.5.2 Types of Reports – of two kinds
• Formal reports – contain all important and necessary parts of a report.
• Informal/Semiformal reports
2.5.3 Types of Reports according to their purpose and form
• Routine Reports – are prepared on printed forms and submitted on a regular basis.
• Internal and External Reports – the former is used within the organization and is less
formal in tone than the latter which is sent outside the organization and therefore more
formal in nature
• Short and Long Reports – Short reports could be 10 pages or less while long reports
are more than 10 pages. The former focuses on one aspect of a problem and the latter
analyses the problem in detail requiring intensive research.
• Informational and Analytical Reports – These are classified based on their purpose
or aim. Informational reports merely set forth facts and figures without analysing or
interpreting them. Analytical reports detail problems and justify actions/decisions taken
by the management based on data interpretation.
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A) Informational Reports
These are of different kinds:
• Reports for Monitoring and Controlling Operations must be accurate and
honest. They describe problems and note achievements.
• Reports for Implementing Policies and Procedures provide straightforward
information.
• Reports for Complying with Government Regulations are prepared in response
to changes in government policies.
• Reports for Documenting Progress are progress reports that are submitted on a
regular basis.
B) Analytical Reports
The different kinds are:
❖ Problem Solving Reports contain information based on primary and secondary
research as well as a meticulous examination of the problem. They are used by the
management to frame policies and take/make decisions.
2.5.4 Terms of Reference
A report requires one person or a group of persons to prepare it. The person who has asked for
the report will also define its parameters in terms of scope, purpose, subject and deadline for
completing the report. For example, this could be written as,
To report on …(subject) …as requested by … (name and designation) on … (date)
Given the terms of reference, the writer(s) decides the plan and outline of the report. For this,
s/he must inquire into the problem, look for evidence, analyse them and then present her/his
observations, conclusions and offer solutions to the problem.
2.5.5 Outline of Long reports
The different parts are.
1. Cover Page –
• It has the title of the report, report number and date.
2. Title Page –
• repeats the report title, and provides more information like
• Title of report (short and clear)
• Name(s) of person(s) who prepared the report.
• Name(s) of person(s) or organization who commissioned the report.
108 | P a g e

• Date of submission of report

3. Letter of Transmittal –
• It is like a preface to a book.
• It is written in first person using an informal style.
• It explains the different matters and problems dealt with in the report.
• It provides information about the scope of the project, the research methods used and
their findings, the conclusions drawn, the recommendations given and the limitations if
any, of the project. It also recognizes the help of persons preparing the report and
gratefully thanks those who gave them the opportunity to undertake the assignment.
4. Table of Contents –
• It outlines the structure of the report, about what has been covered in a sequential,
hierarchical manner.
• Different topics with page numbers are given for easy reading.
• The list of topics should be arranged in the same manner as they occur in the report.
• If there are many illustrations and visuals, they are listed separately.
5. Executive Summary –
• It occurs right after the table of contents.
• It provides a synopsis of the whole report right from the introduction to the conclusion.
• It gives a comprehensive overview of the report, and the reader can assess its
communicative aspect. Many a busy executive would rather read the executive
summary than the complete report.
6. The Actual report – has 3 parts, Introduction, Body and Conclusion.
• Introduction:
▪ It states the purpose of the report and the need to prepare one.
▪ It describes the terms of reference which includes the scope of the report, its
contents and problems faced, if any.
▪ It explains the different research methods used (like questionnaires, surveys,
fieldwork etc.) for fact finding, the kinds of sources used (whether primary or
secondary or both), and the tools/methods used for analysing data.
• Body:
▪ It gives details of the results of the investigation using different tools/methods.
109 | P a g e

▪ It provides data in the form of visuals such as graphs, charts, tables etc. for better
comprehension.
▪ It is divided into many sections, and this is again divided into sub sections.
Appropriate headings are given to both sections and their sub divisions which use
the numbering system of decimals to differentiate between the parts. An example
of this is given below:
Section Headings 1 2 3
Sub-section 1.1 2.1 3.1
1.2 2.2 3.2
1.3 2.3 3.3
Sub-Sub-section 1.1.1 2.1.1 3.1.1
1.1.2 2.1.2 3.1.2
Sub-section of 1.1.1(a) 2.1.1(a) 3.1.1(a)
the sub-sub-section 1.1.1(b) 2.1.1(b) 3.1.1(b)
• Conclusion:
▪ It summarizes the main thrust of the report and gives recommendations based on
SWOT (Strength, Weakness, Opportunities, Threats) analysis.
▪ It also provides extensive details of the outcome of the inquiry/investigation.
▪ It responds to all questions raised in the beginning of the report.
▪ It describes problems encountered in achieving the objectives.
▪ It gives recommendations and states actions to be taken.
7. Appendix –
• It includes all information, copies of important documents and sample questionnaires,
data, surveys etc. used during research.
• All these documents must be arranged logically, numbered and given appropriate
headings.
• You should include only relevant materials.
8. Glossary –
• It is a list of all technical terms used in the report.
• These terms are arranged alphabetically.
• It functions like a dictionary as it explains all these terms.
• It also shows how technical terms have been abbreviated and how new terms, if any,
have been created
110 | P a g e

9. Bibliography –
• It is a list of secondary sources used in preparing the report.
• All such sources should be acknowledged and cited in the following format (APA
style):
▪ First give the name(s) of the author(s)
▪ Then the date of publication in brackets
▪ After this comes the title of the work
▪ Then the place of publication
▪ Followed by the name of the publisher.
10. Index –
• It is a detailed list of names, places, terms, subjects etc. along with the page numbers
where they have been mentioned.
• This list is arranged in an alphabetical manner so that a reader can locate any topic with
its help.
IN-TEXT QUESTIONS
3. Routine reports are prepared annually.
4. Informational reports present facts and data with detailed analysis.
5. An executive summary is not a part of long reports.
6. The Introduction tells us about the purpose of the report, its terms of
reference and its research methodology.
7. Copies of documents, questionnaires and surveys used in preparing the report are
part of the appendix.
2.6 SUMMARY
The current chapter talks about the business proposals and their relevance. How different
business proposals can be prepared and what are the precautions one has to take while preparing
the business proposals. The chapter also talks about the business reports. There are different
typoes of buiness reports used for the different purposes. The chapter gives an idea about all
the sections we need to cover while writing a business report.
2.7 GLOSSARY
Proposal: A presentation of words to express an idea.
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Short Proposal: A short proposal is usually written by a single person who must decide what
to write, how to write it, develop and prepare it on her/his own.
Long Proposal: A long proposal may have up to 30 writers, all of whom must collaborate,
decide what and how to write it, and then hand it over to another set of people who will illustrate
and publish it.
Business Report: A business report refers to the collection of all the relevant information in
one document so that it can be easily accessed by the company.

1. B 5. F
2. D 6. T
3. F 7. T
4. T

Q1 Differentiate between short and long proposals and between solicited and unsolicited
proposals.
Q2 What are the parts of a short proposal?
Q3 What are some of the questions you should think of before writing a proposal?
Q4 Briefly list the functions of a report.
Q5 What are the 5 steps you should follow while writing a report?
Q6 Which errors should you avoid in preparing a report?
Q7 Your college has received 5 quotations from different companies for running the college
canteen. On behalf of the Head of Finance Department, prepare a memo style report
comparing the quotations. You have to include your recommendation with reasons why
the tender should be awarded to the selected company.
Q8 Your company wants to set up a new factory in the periphery of Delhi. Prepare a
feasibility report on behalf of your company.

112 | P a g e


Company Ltd.
Publishing, Ltd.
• Quintanilla, Kelly, M. (2021).Business and Professional Communication. 4thed.
Sage Textbook.
• A.C. - 22.11.2022 Annexure - 4.01.42(A)-13 Scot, O. (2004). Contemporary Business
Communication. New Delhi: Biztantra.
113 | P a g e

978-81-19169-35-1
9 788119 169351

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Department of Distance and Continuing Education

Generic Elective (GE)

As per the UGCF-2022 and National Education Policy 2020

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UNIT I : Lesson 1 : Introduction to Essentials of Business English

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1.1 LEARNING OBJECTIVES

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1.3 WHAT IS BUSINESS ENGLISH

1.4 THE COMMUNICATION CYCLE

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Fig 1.1 Communication Process

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1.5 CHANNELS OF COMMUNICATION

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1.6 DIRECTIONS OF COMMUNICATION

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Limitations of Upward Communication

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1.6.4 Diagonal Communication

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1.7 EFFECTIVE COMMUNICATION

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1.8 HOW TO MAKE COMMUNICATION EFFECTIVE

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score over an inattentive one as attentiveness is a crucial feature of communication. An alert

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6. The _________ is the least complicated as messages move linearly from A to B

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1.11 ANSWER TO IN-TEXT QUESTIONS

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1.12 SELF-ASSESSMENT QUESTIONS

1.13 SUGGESTED READINGS

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1.1 Learning Objectives

1.1 LEARNING OBJECTIVES

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1.3 OBJECTIVES OF LISTENING

Fig 1.1 Time Spent Communicating

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1.4 TYPES OF LISTENING

Fig 1.2 Types of Listening

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1.5 FEATURES OF A GOOD LISTENER

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1.6 ANALYZING POOR LISTENING

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1.7 EFFECTIVE LISTENING SKILLS