DELL 4th Year Students

Chapter One
Basics of Business Communication

 Real life goes on with a communication in which
people’s life depends on to lead a normal or
successful life.
 Without communication life in the universe would

have been impossible and very hard , like the
story of Babylonians communication problem.
One of the most famous Bible stories is that of the
Tower of Babel; the story of the tower that would reach
into heaven, but could not be completed because God
had the workers speak different languages from one
moment to another.
This caused them to be unable to understand each other,

and therefore, unable to work with each other. .
Communications are basically categorized as written and oral

communication/formal or informal.
One of those means that changed the world is the creation of language
and its symbols (letters) to communicate.
This written communication, thus, has helped people to communicate and

keep documents for later use especially for a formal situation.
In addition, it made it easier especially for those in distant places to

communicate as it doesn’t need the presence of the communication plus it
increases trust among the communicators and reduces misinterpretations.
Communication situation varies and have formal and informal

communication contexts besides their purpose.

Definition of communication
The term communication has been derived from the Latin word
‘Communis’, which means to ‘share’.
Communication is a process by which information is exchanged between

individuals through a common system of symbols, signs or behavior.
It is the expression of facts, opinions, ideas or feelings. Literally, to

communicate means to tell, show, spread, and inform.
According to Tesfaye and Gebremedihin (2003), communication is the

process by which people attempt to share meaning (idea, feeling, thought,
experience, knowledge, skill. etc.) for some purpose through the
transmission of symbolic message.
•From the above definition communication comprises the following.
1. Communication is purposeful
A communication is not just the transfer of message but purposeful transfer of messages
between sender and receiver.
2. Communication involve people
Communication shows the degree of understanding among senders, receiver's and how
they relate to each other.
3. Communication involves shared meaning
In order for people to communicate, they must agree on the definition of the term and
symbols they are using. The symbols used by the sender should be similarly interpreted
by the receiver in order to ensure equal or similar understanding between them.
4. Communication is symbolic
Symbols such as letters, numbers, words,

gestures, sound etc. can only represent or
approximate the ideas they are meant to
communicate.
A number of definitions have been given to the term “Communication”. A few
important ones are:-
•“Communication in its simplest form of conveying of information from one person

to another”- Hudson
•“Communication is the transfer of information from one person to another whether

or not it elicits confidence”- Koontz and O’Donell
•“Communication is an exchange of facts, ideas, opinions or emotions by two or

more persons.”-George Terry
•“Communication is the sum of all things, one person does when he wants to create
understanding in the mind of another. It is a bridge of meaning. It involves a
systematic and continuous process of telling, listening and understanding.”- Allen
Purposes of Business Writing
 To explain or justify actions already taken: Given that situation , we have
determined that the best course of action is to reject all current bids and so seek
others.
 To convey information, as in a research report or the promulgation
(announcement) of a new company policy: Management wants all employees to
know that the floggings will stop as soon as we have evidence of improved morale.
 To influence the reader to take some actions: We hope that you will find that our
new, web-based cash management services can reduce your capital requirements
and save you money.
 To deliver good or bad news: Unfortunately, the engine fire you reported occurred
one day after the expiration of the warranty period.
 To direct action: Your team should complete and deliver the product specifications by May1.
The Nature of Business Communication
A. Business is about persuading people
 There is persuasion in advertisement.
 To improve its international profile, it aims to convince

readers that the closing company is going green.
 The advertisement, therefore, must be truthful and believable.
 Even the environment partner must be trustworthy, or else

people will readily cast doubt on the partnership.
B. Communication in business contexts is essentially

persuasive
Consequently, persuasion is at the heart of business

communication.
Report writing , letter writing, formal or informal persuasions,

networking , and giving feedback : in all these , the main
objective is to find out how to communicate persuasively.
So, persuasion is the heart of communication.

C. Communication that is persuasive must be effective too

 We must strive to be effectively persuasive.
 We can think of ‘persuasive’ and ‘effective ‘ as two side of the

same coin.
 To sell a product, for example, we must use strategies that we

think are effective in convincing the customer to buy the product.
 But only when the customer buys it can we say that we have been
truly effective.
The principles of Business communication
1. Clarity
 Clarity is the number one rule all business communication must follow.
 A message that leaves the reader scratching his/her head is a failed

message.
 Clarity springs from a knowledge of the message (what you want to

say), the method (how you want say it) , and the medium ( what format
do you want to say it in) .
 A lack of insight in any one of these components is going to affect the

effectiveness of your message.
2. Conciseness
 Business communication is found on the principles of
shortness.
 There is a little room for lyrical prose or academic fluency.
 This applies to not just the length of your message, but also its
contents.
 Try to use short sentences and short words.
 Avoid jargon and words that send the reader to the dictionary.
3. Objectivity
 Business communication must always have a purpose.
 This purpose must be apparent to any who glance through

your message.
 Before you put a single word to paper, ask yourself : “ What

am I trying to achieve with this message?” This will help you
to stay on course through the message creation process and
effect a remarkable improvement in the message effectiveness.
4. Consistency
 Imagine that you are reading a book that starts out as a serious
medival romance, turns into a supernatural screwball comedy
around the half- way mark, before finally finishing as an
avant-garde (unconventional) , high b-brow literary exegesis.
 Without a doubt, such a book will leave you confused and

even angry. This is the reason why all business
communication must have consistency of tone.
5. Completeness
 Each message must have a clear and logical conclusion.
 The reader shouldn’t is left wondering if there is more to

come.
 The message must be self-sufficient, that is , it must hold

good on its own without support from other message.
 This is particularly apt for blog posts which often end

abruptly and leave the reader scratching his/her head.
6. Relevancy
 Every message you send out to be contextually cohesive with previous /future
message.
 The message must also be relevant to your primary offering
7. Audience knowledge
 Your message must have a thorough understanding of your primary audience.
 Everything else –clarity, completeness, objectivity – results from your

knowledge of your audience.
 Always know who you are writing for as it will influence the tone, voice and
quality of your message.
Techniques or Channels in Business Communication
Oral Communications
 Oral channels depend on the spoken word.
 They are the richest mediums and include face-to-face, in-
person presentations, mobile phone conferences, group
presentations, telephone, video meetings, conferences,
speeches, and lectures.
 These channels deliver low-distortion messages because body
language and voice intonation also provide meaning for the
receiver.
 They allow for immediate feedback of the communication to
the sender.
Written Communications
Written communications include e-mails, texts, memos, letters, documents,
reports, newsletters, spreadsheets, etc. (Even though e-mails are electronic,
they are basically digital versions of written memos.)
They are among the leaner business communications.
With written communications, the writer must provide enough context so the
words can be interpreted easily.
The receiver should inquire about ambiguity and ask for clarification if
needed. An e-mail sender cannot take receipt for granted. Most people
receive too much e-mail and sort and filter it quickly, sometimes incorrectly.
Electronic (Multimedia) Communications

Television broadcasts, web-based communications such as social media,
interactive blogs, public and intranet company web pages, Facebook, and
Twitter belong in this growing category of communication channels.
Electronic communications allow messages to be sent instantaneously and

globally. People can talk face-to-face across enormous distances.
Marketing and advertising can be targeted at many different types of

customers, and business units can easily communicate in real time.
This is especially important when customers must be advised of product

recalls or security issues.
Techniques or Channels of oral Communication
A)Non-mechanical channels
Conversation: Conversation means the informal discussion among
the people.
 When one person discusses his views, opinion to another person

and exchanges their views in the presence of both it is called face to
face conversation.
 It also includes the face-to-face discussion on a particular issue.
 In this method both the information receiver and sender can

exchange their views freely and fairly.
Interview: It suggests a meeting between two or more persons for the
purpose of getting a review of each other or for knowing each other.
 When we normally think of an interview, we think a situation in
which an employer tries to size up an applicant for a job.
 The employer’s aim is to know whether the applicant can be fit for
service to this organization and the applicant’s aim is to find whether
the job being offered by the organization can be suitable to him.
 Its first, the speaker asks question to the listener and then the listener
answers the question.
 There are three major techniques of interview. They are as follows:
 Direct questioning
 Non-directive interview and
 Guided interview
Does speech: Speech means what the speaker
says in front of the audience.
It is fully audience-oriented system.
Generally the political leaders, the managers,
the business man or the workers’ leaders use
this system sometimes.
It can build tension or it can relax tension.
This system is practiced in public gathering at
company meetings, inaugurations and seminars
etc.
Group Discussion: Group discussion is a popular method of oral

communication.
 Management arranges group discussion to take a decision on a special matter.
 Group discussion is very helpful to human relation, idea getting an idea
development and training.
Formal training courses: Effective communication can be performed through
formal training courses.
 It is a wide used technique of oral communication.
 Both the trainer and the trainee can exchange their views directly.
Meeting: Meeting means the formal group discussion about a

specific predetermined topic or subject, Meeting members to get
together and discuss about a problem or issue or a special matter.
 There are several types of meeting such as:-
 Security meeting
 Minutes meeting
 Social meeting
 General meeting itself
Counseling: Counseling is an effective medium of

oral communication. Generally, it held yearly or bi-
yearly. I t is adopted by the higher authority for their
followers.
Committee: Committee is an organization. The
committee meeting is a popular technique of oral
communication. Special decision is taken through
face to face discussion of a committee meeting.
 Special prize- giving ceremony: Sometimes the businessmen can meet with
others arranging a special prize giving ceremony for the workers. In this ceremony
the businessmen can exchange their views and ideas orally.
 Conference: Conference is a kind of meeting at which participants exchange views
and talk together. A conference may be held to exchange views on some problem
being faced by the organization or some other issue related to it and it may even
suggest a solution but the suggestion from a conference are not binding. They are
more in the nature of the recommendation.
 Lectures: Lecture is used to create an understanding of a topic or to influence
behavior, attitudes of the trainee through spoken words. The lecture is telling
someone about something. The method is an effective way to introduce new
information or concepts to a group of learners who gathered at one place. A lecture
is given to enhance the knowledge of the listener or to give him the theoretical
aspect of a topic.
B) Mechanical Channels
 Telephone: Telephone set is an instrument that converts

voice and other sound signals into a form that can be
transmitted to remote locations and that receives and
reconverts waves into the waves into sound signals.
 Mobile or Cell phone: A mobile phone (also known as a

cellular phone, cell phone and a hand phone) is a
portable telephone that connects to the telephone
network over the radio wave transmission.
B) Mechanical Channels
Radio: Radio is the indirect media of oral communication. It is a one- way
communication system. The receiver can only hear the message from the sender. The
receiver cannot reply.
Television: Television is also the indirect media of oral communication. It is a one-

way communication system. Here, receiver here the message and side by side see the
sender. The receiver cannot reply.
Video conference: Video conference is a kind of teleconferencing communication

where people staying in different corner or locations and participate in a face-to-face
group meeting or group discussion through the help of electronic video camera
technology.
Technology conferencing: Technology conferencing is a kind of communication

where people staying in different corner or location and participate in group meetings
or group discussion through electronic telephone technology.
Barriers in Oral Communication
The basic hindrances for oral communication are .
A. First, there is no documentation (written record) of transactions done

through this medium.
B. Second, knowledge of language is a major obstacle to this form of
communication.
C. Third, even when the encoder and decoder know the same language, the
level of competence of the non-native speaker can create a barrier.
D. Fourth, accent, pronunciation, intonation (speech pattern) and idiomatic
expression can form barrier, e.g. British and Indians pronounce the word
“SCHEDULE” as “Schedule” but the Americans pronounce it as
“Schedule”.
Written Business Communication
1) Memos
 A memo is a shorten /abbreviated form of the
word “Memorandum“.
 Memoranda, or memos, are one of the most
versatile document forms used in professional
settings.
 Memos are “in house” documents (sent within an
organization) to pass along or request
information; outline policies, present short
reports, and propose ideas
2) Reports
 Reports are documents designed to record and convey
information to the reader.
 Reports are part of any business or organization; from credit
reports to police reports, they serve to document specific
information for specific audiences, goals, or functions.
 The type of report is often identified by its primary purpose or
function, as in an accident report, a laboratory report, a sales
report, or even a book report.
 Reports are often analytical, or involve the rational analysis of
information.
3)Letters
Letters are brief messages sent to recipients that are often outside the
organization.
They are often printed on letterhead paper that represents the business or
organization, and are generally limited to one or two pages.
While email and text messages may be used more frequently today, the
business letter remains a common form of written communication.
It can serve to introduce you to a potential employer, announce a product

or service, or even serve to communicate feelings and emotions
(compliant letters, for example).
Letters with Specific Purposes
There are many possible reasons you might write a letter in a professional context.
Here is a list of the most common kinds of letters:
 Transmittal Letters: when you send a report or some other document, such as a
resumé, to an external audience, send it with a cover letter that briefly explains the
purpose of the enclosed document and a brief summary.
 Letters of Inquiry: you may want to request information about a company or

organization such as whether they anticipate job openings in the near future or
whether they fund grant proposals from non-profit groups. In this case, you would
send a letter of inquiry, asking for additional information.
 Follow-up Letters: any time you have made a request of someone, write a
follow-up letter expressing your appreciation for the time your letter-recipient has
taken to respond to your needs or consider your job application.
4) Texting
 Whatever digital device you use, written communication in the form
of brief messages, or texting, has become a common way to
connect.
 It is useful for short exchanges, and is a convenient way to stay
connected with others when talking on the phone would be
cumbersome.
 Texting is not useful for long or complicated messages, and careful
consideration should be given to the audience.

5) Notice
Notices are a means of formal communication targeted at a

particular person or a group of persons.
It is like a news item informing such person or persons of

some important event.
This can be an invitation to a meeting, an announcement of

any event, to issue certain instructions, make appeals etc.
6) Email or Electronic mail
Email is familiar to most students and workers.

In business, it has largely replaced print hard copy
letters for external (outside the company)
correspondence, and in many cases, it has taken
the place of memos for internal (within the
company) communication.
7) A Telegram
 It is a shortest format used in communication and

written or typed on a telegraph form provided by
telegraph document.
 As the cost of the telegram is calculated on the basis of

the number of words in it, the telegram must be brief and
pointed.
8) A Fax Message
 Faxes are often used when documents must be sent fast and
securely.
Facsimile (duplicate) machines scan a document and transmit it

over a telephone line or the internet.
The document can travel long distances in minutes, saving time

and money compared to other methods of document transmission.
9) Internet Domain
 The role of the Internet in business communication is varied and has come to
be of great importance.
 It can be used to increase effective communication both internally and

externally.
 Use of the Internet can make it easier to connect with others quickly and
more often, in addition to exchanging a wide array of media types.
 It can be used to communicate purchase information to vendors and by

customers to ask questions.
10) Advertisements
Advertising is a form of communication that is used

basically to promote or sell a service or a product.
Forms of advertising are messages purchased by

people who send them and are supposed to tell or
influence people that receive them.
11) Circular and Notices
Circular and notices are also frequently used

forms of written communication, which
disseminates information with in a business
organization as well as outside it is in the case of
circulars and notices to dealers from an industry.
Advantages of written communication
1) Easy to Preserve:-
One of the main advantages of written
communication is that the documents are easy
to preserve if they are in written form.
 Oral and Non-verbal communication is not
preserved.
2) Clarity and Clear Understanding:-
Another advantage of written communication is it
provides a clear and comprehensive grasp of the message
to be conveyed.
3) Permanent Record
 Another important advantage of written communication
is that the documents of written communication act as a
permanent record.
 Furthermore, an organization’s records are usually in the
written format, which can be very worthy for future
references
4) Makes Presentation Easy
Written communication provides us the advantage of representing any complex

matter or information easily and more attractively.
For business organizations, the executives can present the information more
accurately and clearly through written communication. It provides a direction to
describe the facts in the simplest way.
5) Serves as a Legal document
 Documents in the written format serve as legal evidence for important business
activities and transactions.
 In the event of a lawsuit, the one which is used as admissible evidence is written
communication. As it is legal evidence, it is kept with due care and proper
responsibility, and also, while drafting it, proper requirements are fulfilled.
6) No wastage of time and money
Written communication can serve another

advantage as it prevents waste of time and money. It
is because all the parties or members communicating
their ideas or data can share it even without meeting
each other, i.e., the communicators and the receiver
can exchange their views without even meeting.
7) Fewer chances of distortion:-
Written communication also reduces the chances of distortion.

As in written communication, information is stored permanently,
so the possibility of distortion or any alterations of the
information decreases.
In the case of oral communication, the communicator may lose

specific points or some facts which are important while speaking.
However, as the contents of the communication are written, the
likelihood of distortion is minimal with written communication.
8) Maintaining Image
Written communication helps the organization as well as the person to

maintain its reputation and image in front of others. Effective written
communication also can create goodwill in the organization and promote its
business.
9) Ease in verification
you might have easily guessed this advantage of written communication.

You can easily verify if there is some confusion.
You can refer to the written record and verify if something acclaimed or
said is true or not. It is easy to verify in case any misunderstanding occurs
between the parties.
Disadvantages of Written Communication
1) Expensive
2) Time Consuming
3) Lack of confidentiality
4) Delay in response and decision making
5) Red Tapism:-The time taken for approval of any project is called Red
Tapism.
6) Impractical for Illiterate
7) Fabrication of the information
8) Complexity in formation:-
Barriers in Written Business Communication
There are six crunching barriers to business communication:
1. Poor structure to the communication
2. A weak delivery
3. The use of the wrong medium to deliver the

communication
4. A mixed message
5. The message is delivered to the wrong audience
6. A distracting environment
Internal barriers also can be divided into
7 categories
1. Distortion: It is imperative for the sender of a communication to
ensure zero distortion caused by the lack of clarity or incorrect framing
of a message. Every communication must consider the audience/reader
first.
2) Inadequate communication skills: A major communication barrier

is created when the sender works with incorrect or zero communication
skills. Necessary communication skills are mandatory for effective
communication. Incorrect message, or wrong medium of
communication, can negatively affect communication.
7 categories
3) Defective equipment: Both parties involved in
communication must ensure proper functioning of the device
being used for communication.
 One must ensure that the phone is receiving a signal for an

effective call, that the fax machine has enough ink, or that the
organisation has an internet connection for an email to be sent
on time.
 These issues, do not occur in direct/face-to-face

communication.
7 categories
4) Incorrect timing or place: The sender must be aware
that a receiver may not be prepared to receive information.
 It is imperative to understand what could be a suitable
time to send a piece of information.
5. Insufficient adjustment period: A receiver may
require more time to respond to communication. The
absence of sufficient time to respond to a query or
information may lead to a communication It may happen
that the receiver, in a rush, responds in affirmative and
regrets the decision later.
Internal barriers also can be divided into 7
categories
6) Physical barriers: Physical barriers are major
causes of disruption in open communication.
Any object that comes between the sender and
the receiver of the communication is a physical
barrier. Take for example a closed-door. A
receiver inside a room with the door shut can
make the sender less confident to speak.
Internal barriers also can be divided into 7
categories
7) Psychological noise: Psychological noise is

not tangible. These are basically feelings and
prejudices that mar the sense of judgment or
interpretation of a message. Let’s focus on the
various psychological noise:-
Psychological noise
•Perceptual bias:
• Stereotyping
• Unqualified assumptions
• Prejudice (bias)
•
Communication Barriers in business
Communication Barrier: Rigid adherence to

organizational charts.
• Organizational barriers are those barriers that are
caused due to the structure, rules and regulations
present in the organization. The various types of
barriers that can be encountered due to superior
subordinate relationships ,where the free flow of
communication is not possible.
Communication Barrier: Consistency of words and

action.
• Communications professionals need to understand
the importance of clear, consistent, and frequent
communication. When messages across different
channels are not consistent, trust gets hurt. When
messages don’t get delivered frequently or in a
timely manner, employees miss out on important
information or updates.
Communication barrier :Poor listening habits
•Communication should always be a two-way street. Moreover,

listening is often much more important than speaking. Yet, many
companies still don’t understand the importance of encouraging
employees’ share of voice and the value of their feedback. Those
who drive and nurture the culture of open workplace
communication enjoy a happier, healthier, and more engaged
workforce.
Communication barrier : The existence of

physical barriers
• Physical barriers to communication are those
that arise due to certain factors like faulty
equipment, noise, closed doors and cabins that
cause the information sent from sender to
receiver to become distorted, which results in
improper communication.
Communication barrier: Management isolation

• Management should keep in mind that creating
extravagant executive offices having administrative
assistants construct what amount to pointed –wire
enclosure around those executive offices,
establishing advantages the corner offices ,
executing parking spaces, separate executive floors,
private washrooms and dining rooms , even flying
first class when others sit in coach-loudly proclaim
who is boss.
Communication barrier : The development of caste (class)

systems
•The caste system creates artificial barriers that inhibit

communication. For example, does your organization
encourage clear language or is jargon the norm? Are there
opportunities for people at different levels and in different
functional groups to spend time with one another, or is there
socialization only along status line?
Communication barrier : The ambiance (environment) surrounding

meetings
•The process of setting up a meeting and the nonverbal cues during meeting
often communicate as much as content of the meeting itself. For example,
how often are meeting held? Are people early or late for meetings? Is the
boss late? What is the layout of the room? Who gets invited? What is on the
agenda? How is the agenda prepared? How long does the averaging
meeting last? How much time is allotted to each subject? Is the tone of the
message formal or informal? How much dialogue is there?
Communication barrier: Political warfare

(fighting)
• Some people reserve information for personal gain.
They believe they increase their power when
others are in the dark. Organizations must fight the
idea that playing politics with information will
bring personal gain. Organizations marked by
politics , terrible battles, and staff infighting lack
adequate communication.
Small stuff (matter)

• Incorrect grammar or spelling errors may seem a
trivial detail in correspondence such as an e-mail,
but lazy writing can distract the reader from the
point you are trying to make. While it’s
unavoidable to make an error on occasions, when
your text is full of them, negative consequences
such as job loss or course failure can follow.
Chapter Two
Business letter
is written message in a particular format.
Properly planned, designed and neatly typed

letters contribute toward reputation and
goodwill of a business organization.
Business letter
The following elements usually constitute the
structure of a business letter.
1.Introduction:- The reason for writing
2.Details- what you would like to accomplish
3.Conclusion/Next steps : What you would like

to happen in the future
Principles of Writing Business Litters
 The first principle is cleanness. In order to achieve that you

should not convey more than one idea in a sentence you
should not introduce more than one topic in a paragraph or in a
letter.
 The second principle is conciseness. Try to make your

message brief and to the point. Avoid using long words and
sentences. Use daily expressions to replace jargons. Express
yourself in an orderly and logical way. A good business letter
should be natural, human and easy to read .
Principles of Writing Business Litters
The third principle is correctness: you have to make sure that

both the language and facts are correct.
 In terms of language, you should make sure that you make no

grammatical mistakes.
 Pay attention to punctuation for it will affect the meaning of

the sentence.
The last principle is courtesy. This is more than politeness. A good
business letter should be positive, friendly and sincere.
Elements of Business Letter
A standard business letter has seven main parts.
These are:
1. The Dateline
•The dateline includes the date when the
business letter was written. Dates are important
because they indicate when a line of
communication was initiated. For most business
letters, it’s best to use a standard U.S. format.
•For example: September 29, 2022
2. Sender’s Address
•The sender's address is your address or the
address of your business. The sender’s address
shows the institution or the company address.
It’s more than just a way for recipients to track
the source of the letter. It also conveys that your
business is legitimate.
3. Recipient’s Address
Recipient's address is the address of the person
you're sending the letter to.
The recipient’s address is important so that the
information is readily accessible.
It streamlines the printing process by making
it easy to find important information.
4. Salutation
 A salutation is a section that contains your greeting.

It’s an important section because this sets the tone for
you business letter . A good impression is crucial if
you want your recipient to take your letter seriously.
Avoid using greetings like “to whom it may concern.”
Use a formal greeting along with the recipient's name.
5. Body
The body of your letter must contain the message you want to
convey.
The body paragraph or paragraphs provide details about the
letter's subject or purpose.
 It must also include information relevant to your message. Keep
it professional, clear, and concise.
Get straight to the point and use precise words.
6. Closing
The closing statement marks the end of your message. The

closing paragraph of the letter summarizes and concludes the
message.
It’s important because your closing statement is the section that
leaves a lasting impression on your reader.
 It can mean the difference between a favorable response and
unsuccessful communication.
7. Enclosure
Enclosures are indicators that there are additional items

that come with the letter.
This section lists the items, so that recipients know
what to look out for.
This also ensures that your recipient is aware of the
contents you included with your letter.
Business letter components
• Letter heading
• Recipient address
• Subject
• Greeting
• Body
• Complimentary close
• Signature
How to write a business letter?
Steps to write a thorough and formal business letter:

 Determine the recipient
 Establish your purpose
 Format your letter

 Introduce yourself
 Include details
 Close effectively
How to write a business letter?
• Use a complimentary closing

• Proofread and edit
• Enclose additional documents
Formatting for different types of business letters
Full block format
•The full block form is the default form for a formal business
letter. When in doubt, you can use the full block format as a
safe option. For this type of formatting, there are no
indentations in the paragraphs. Every part of the business
letter is left-aligned under the full block format, including the
sender and receiver addresses. For readability, you identify a
new paragraph by skipping a line.
Modified block format
•The modified block form is the same as the full block

form, except the sender's address is right-aligned. This
format is slightly less formal than the full block format.
This format is most appropriate when addressing the
letter to someone with whom you have a working
relationship.
Modified Block form with paragraph

Indentations:
•It is like the modified block form except that its

paragraphs are indented. The date
complimentary close and signature area begin at
the horizontal center of the page
AMS simplified form

• This form has been recommended by the
Administrative Management Society of USA
as an important time saving step.
Types of business letters
•Sales Letter
•Typical sales letter start off with a very strong statement
to capture the interest of the reader. Since the purpose is to
get the reader to do something, these letters include strong
calls to action, detail the benefit to the reader of taking the
action and include information to help the reader to act,
such as including a telephone number or website link.
Functions of Sales Letters
 Attracting Attention
 Arousing Desire
 Implanting Conviction
 Stimulating Action
Sales Letter System (series)
Depending upon the nature of the product and the
market, one of the following systems is applied.
1) The Wear-Out System:
 Under this system the total number of letters to be issued

for achieving the target and the intervals for which the
different letters will be issued are determined in advance.
The terms and conditions offered are varied from letter to

letter. When all the letters in the series have been issued,
the series is automatically terminated.
2. The Continuous System:
This system is suitable for those products / services,

which are in regular demand; the sales letters are issued
for the purpose of gaining the maximum share of the
market.
At suitable intervals, sale letters in the series continue

to be issued as long as the business operates.
3. The Campaign System:
The total number of letters to be issued in the

series is not determined in advance.
Sales letters with varying terms and conditions

will continue to be issued until the sales target is
achieved therefore the series will be terminated.
Solicited Sales Letters
Solicited sales letter is reply to sales related inquiry

(trade inquiry).
 Such letters deal with the questions about
catalogue, prices, terms, discount, deliveries,
manufacturing methods, types of accounts, available
sources of supply and similar information.
Unsolicited Sales Letters
Unsolicited sales letters are not direct answers to inquiries, but

they are initiated by the seller for various reason. These letters are
also known as “Prospective” and “Cold Turkey” letters.
According to Murphy and Peck the success in unsolicited sales

letters will depend upon three factor; the mailing list, the right
appeals, and the presentation.
The first two of these factors are prewriting steps and the last one
relates to writing the sales letter.
Characteristics of sales promotion letters
1.Timeliness:
2.Good will
3.Informal Style
Uses (objects) of Sales Promotion Letters
1.Maintaining contacts
2.Awakening Inactive Accounts :
3.Welcoming New Customers :
4.Inviting Business from New Sources :

Quotation and Tenders
Tender
• Tender is a very important way of procuring goods
and services for a company, especially a public
sector company.
Quotation
• Quotation can be considered as a formal document
submitted by interested parties in response to an
invitation called tender by companies.
Complaint or Claim Letters
• A party which is dissatisfied may either

discontinuous business contact or may
complain through a claim letter.
Adjustment Letters
• An adjustment letter is a reply to a complaint
(claim letter). It is better to make adjustment
than to risk losing a customer.
Circular letter
•This kind of letter originated in ancient time

when people felt the necessity of circulating any
message to a large number of people at a time in
the same way.
Letter of Inquiry
• A letter that asks information about persons,
products or services or other matters is an
inquiry letter.
Kinds of inquiry letters
Trade inquiry (or sale related)
• A trade inquiry (or sale related inquiry) is
written with the intention of making business
deals with the addressee.
Kinds of inquiry letters
Status Inquiry
• Status inquiry is written to know the financial
position of some individual or firm usually
perspective buyer.
General Inquiries :-
• General inquiry is made to get information about
rules and procedures used in other organizations,
government policies, market conditions etc
Job Search Letters and Resumes
• A job application letter should be organized like sales

letter, because it intends to sell the writer’s services to the
reader.
•Functions of Job Letters:
Attracting attention
Creating Desire
Convincing the Employer
Stimulating Action
Resume Letter
•The resume is an organized summary of the

applicant’s particulars. It is a substitute for a job
letter, but a supplement to it. Its alternate titles are
“Data Sheet”, “Bio -Data” etc.
Order Letter
• An order letter needs to be correct, complete and
definite so that the reader may fill it exactly.
Parts of a Business Letter
• Clarity and Coherence:-In order to be

effective, a good business letter should be
concise, precise, relevant, concrete and
consistent.
• Consideration: The writer of the letter should
place himself in the position of the reader and
give a consideration as to what does he/she
need.
• Brevity: A good business letter should be

concise and exact.
• Courtesy and Friendliness: The tone of the
business letter should always be courteous and
polite. While drafting a business letter bluntness
should never be regarded as a sign of strength.
• Conciseness: A business letter should be concise
and direct, written in simple language with a
natural flow of words.
• Correctness: A business letter should be

grammatically correct and factually accurate.
Incorrect information and inaccurate facts
conveyed through a letter are bound to make
the position of the writer vulnerable.
• Completeness: A business letter should
include all the necessary facts and background
information that supports the message being
sent.
Originality: Originality of form, expression and style

are often necessary to make business letters more
appealing, particularly for sales promotion, and on
special occasion, such as introduction of a new
product.
Neatness: A neat and tidy letter, clearly typed or
written on a reasonably good paper with proper
paragraphing makes a letter attractive to the reader.
Effectiveness: The ultimate goal of a business letter
is the desired response in a positive manner within a
reasonable time.
Chapter Three:- Meeting and documenting
Meeting and documenting is a key method of communication for

most organization, and it’s one that many organization struggle
with.
Notice Writing
• A notice is a very short piece of writing which is usually formal
in style. It is widely used by individuals and organizations to
announce events and celebrations, births and deaths, occasions
like inaugurations or sales, to issue public instructions, to make
appeals and to extend invitations besides issue notices of
termination to the employees or another way round i.e notice of
leaving the job from the employee to the employer.
Notice Writing
A good notice must effectively answer the 5 Ws question

a. What is going to happen?
b. Where will it take place?
c. When will it take place?
d. Who can apply or is eligible?
e. Whom to contact or apply to

Designing Agenda
•Good agenda items are
 Specific
 Results-oriented
 Timed
 Realistic
Guidelines for Designing a Meeting Agenda
Clear Layout
• The layout for a meeting agenda should be
clear and clutter-free.
Abbreviated Information
• The agenda is not the place to provide detailed
information; save that for the meeting.
Simple Fonts
• You may be tempted to add some pizzazz to
the meeting agenda with a funky font.
However, this detracts from the focus of the
document, which is the agenda of the meeting.
Additional Considerations
• Include a time element, such as five or 10
minutes, for each agenda item on the
document to provide a guideline for how long
each presenter should talk.
guidelines to walk you through how to create an effective
meeting agenda
• Create your meeting agenda 3 days in

advance
• Start with the simple details
• The Meeting Objective
• Time Per-topic
• Keep the agenda to less than 5 topics
• Include any other pertinent information for
the meeting.
How to Make a Meeting Agenda Template
Decide on a format :-A helpful first step in creating

a meeting agenda template is to determine what type of
meeting format you want to use.
Set -up Your Sheet

• Start your agenda template with a heading that leaves
space for the date, location and time of the meeting,
as well as a line for the purpose of the meeting if you
are cresting a template you will use for different types
of meetings.
•List subcategories :- Under the main

categories, list the subcategories. Under Call to
Order, you might include Roll Call,
Introductions, Approval of Previous Meeting
Minutes, President’s Report and Treasurer’s
Report.
•Details:- Leave space for details on the

template, such as presenter’s names, the time of
each presentation and breaks.
Main duties of the Chairperson
1.To ensure the Management Committee

functions properly
2. To represent the organization as its figurehead
3. To ensure the organization is managed effectively
4. To provide support and supervision to the chief officer

Main duties of the Chairperson
1.To ensure the Management Committee

functions properly
2. To represent the organization as its figurehead
3. To ensure the organization is managed effectively
4. To provide support and supervision to the chief officer

How to Chair a Meeting?
Preparing for the meeting
Write and distribute an agenda
Research the discussion topics and any

previous meetings
 Get your meeting space ready ahead of

time
Acting as Chair during the Meeting
 Call the meeting to order
 Sum up relevant points from previous meetings
 Allow important attendees to report on the state of
affairs
 Address any unfinished business
 Address any new business
 Summarize the conclusions of the meeting
 End by laying the groundwork for the next meeting
Leading the Meeting Effectively
Guide the discussion, but don’t dominate it
 Encourage all attendees to participate
 Make sure everyone understands what is
being discussed
 Don’t ignore difficult or awkward
questions
 Keep track of your time.
The Role of Secretary in Meeting
Plan the meeting
 Record minutes during meeting
Write down the meeting purpose
 Use the agenda to track key points discussed
The role of the
•To ensure an effective meeting, all participants should
members
Undertake any necessary preparation prior to the meeting
Arrive on time
Keep an open mind
Listen to the opinion of others
Participate
Avoid dominating the proceedings
Avoid conflict situations
Avoid side conversations which distract others
Ask questions to clarify understanding
Note down any action agreed upon
After the meeting , undertake any agreed action and brief others as
appropriate
Nine Tips for Running a Successful Meeting
• Set a clear agenda

• Know your desired outcomes
• Find the right environment
• Prepare talking points
• Give everyone a chance to speak
• Encourage ideas & solutions
• Be mindful of the time
•Define clear next steps & actions

•Ask for feedback
Principles of writing minutes
Understanding the functions and

importance of minutes
Understanding what you are writing about
 Knowing the agenda

Recording attendances, apologies, invitees

Consider the following essential points while you are taking minutes
Document the basics

 Designate a meeting minute’s taker
 Take minutes during the meeting
Take meeting minutes right in the agenda
 Don’t write verbatim

 Need clarification? Ask!
Assign next steps
 Make the minutes easy to access

Chapter Four :- Business Report
What is a business report?
•A business report is an informative document

that contains important data such as facts,
analyses, research findings, and statistics about a
business with the goal to make this relevant
information easily accessible to people within a
company.
An effective report is :-
 Appropriate to its purpose

 Accurate
 Logical
 Clear and concise
 Well organized with clear section headings
Division of Report
 Terms of Reference
•The terms of reference provides background

information on the reason for the report. It
usually includes the person requesting the report.
Division of Report
 Procedure: - The procedure provides the exact steps taken and
methods used for the report.
 Findings: -The findings point out discoveries made during the
course of the report investigation.
 Conclusions: - The conclusions provide logical conclusions based
on the findings.
 Recommendations: - The recommendations state actions that the
writer of the report feels need to be taken based on the findings and
conclusions.
Things to remember when writing your report
A.Language and style

B. Layout /Headings
Classification of business reports:
On the basis of function
 On the basis of frequency & importance
On the basis of subject matter
On the basis of the level of formality
On the basis of length
On the basis of purpose
 On the basis of the reader-writer relationship

 On the basis of communication medium
Parts and Structure of a formal Business
report
•The key questions to ask you when planning a

business report are:
What is the purpose of this report?

 Who are the readers of this report?
 What are the report’s main messages?
 How will the report be structured?
Elements of a report
•The first main part of a formal report contains about ten

elements collectively termed as the front matter because
appear before the main body of the report. They help the
reader to get in to report. These elements are: cover,
frontispiece , title page, copyright notation,
forward ,preface, acknowledgment, and table of
contents, list of illustrations and abstract or summary.
Main Body incudes the following
I. Introduction
II. Main Discussion

III. Conclusions
IV. Recommendations
V.
Back matter includes the following
• Appendix
• List of Reference
• Bibliography
• Index
Kinds of Formal Report
1. Progress Report
•A progress report is a report in which you are

updating information about a project. Progress
reports make it possible for management and clients
to stay informed about a project and to change or
adjust assignments, schedules, and budgets.
2) Inspection report
•An inspection report is a report, by an insurer or

one of a number of inspection services available,
assessing the moral, financial, and physical
aspects of a risk.
3)Inventory Report
• Any good inventory report template should
provide business owners with details about
which items are currently available in stock,
which stock items need to be replenished, and
how each item is performing in terms of sales.
4) Annual Confidential Reports on Employees
•Annual confidential report means the evaluation of

services of an employees during a calendar year from the
point of view of efficiency, conduct, discipline,
attendance, punctuality, fitness for promotion,
specialization in any particular type of work and
prospects for further improvement.
5) A feasibility report
•A feasibility report is a document that assesses

potential solutions to the business problem or
opportunity, and determines which of these are
viable for further analysis.
6) A site visit report
• A site visit report is a formal document that
provides a detailed account of a visit to a
particular location or project site.
7) Evaluation Report
• An evaluation report is a paper that examines
whether a product, service, or process is working,
according to a set of standards.
8) Proposal Report
A proposal report is a special type of professional

report with two distinct purposes: to persuade
your reader to agree with your recommendations
about how to address a problem or issue. to get
your reader to act on your recommendations.
An Informal Business Report
An informal report is usually in the form of a person to

person communicate . It does not follow the rules and
procedure directed by an organization .
Informal report can be prepared in one page or if require it

can be prepared in several pages too.
Such report is quickly prepared and does not require any
extended planning. Informal report follows natural language
and style.
Kinds of Informal Business Report
The following are typical types of informal

reports.
 Keep in mind that there may be some overlap

with formal reports (i.e., some report types can
be informal or formal).
An informational report provides

background and information without reaching
an evaluation.
These include simple reports like meeting

minutes, expense reports, and progress, or
status updates.
Meeting minutes are a type of informal report

that summarizes the discussion and results from
a meeting.
These reports are informational.
They are summaries, not a direct collection of

all statements from all attendees.
Expense reports are informal reports that

nearly always have a prescribed format.
These reports consist primarily of amount of

expenditures by type of expense.
There is little to no free writing.

 Progress Report :- These are progress-based

reports that satisfy questions in the vein of, 'is
anything in addition needed to complete the
activity?' or 'is everything running according
to plan?'. It is essentially a troubleshoot
checker.
 Status updates may be internal to a company

in addressing a business situation, or they may
be external in providing the status of a project
to another organization. These reports are short
and tightly focused to the purpose. They are
informational reports.
• Trip or conference reports are used to
summarize and transmit learning from a trip or
conference. They are informational, and they
increase the value of the trip or conference as
they share what was learned with others
 Feasibility reports for smaller or simpler projects

can also be considered informal reports. These are
analytical, as they provide analysis and propose a
direction to take. How feasible is the project? These
reports suggest whether it is likely to fail or
succeed, and whether it's wise to invest (further)
capital.
 Recommendation Reports:- These reports are largely oriented

around analysis. This is the trouble shoot report, offering
solutions to problems and evaluating pros and cons.
 Summary Report :- A summary condenses ideas, conclusions,

and recommendations of longer report or publication.
Employees may be asked to write summaries of technical or
research reports. Students may be asked to write summaries of
periodical articles or books to sharpen their writing.

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Chapter One

Basics of Business Communication

 Without communication life in the universe would

This caused them to be unable to understand each other,

Communications are basically categorized as written and oral

This written communication, thus, has helped people to communicate and

In addition, it made it easier especially for those in distant places to

Communication situation varies and have formal and informal

Communication is a process by which information is exchanged between

It is the expression of facts, opinions, ideas or feelings. Literally, to

According to Tesfaye and Gebremedihin (2003), communication is the

2. Communication involve people

3. Communication involves shared meaning

Symbols such as letters, numbers, words,

•“Communication in its simplest form of conveying of information from one person

•“Communication is the transfer of information from one person to another whether

•“Communication is an exchange of facts, ideas, opinions or emotions by two or

 There is persuasion in advertisement.

 To improve its international profile, it aims to convince

 The advertisement, therefore, must be truthful and believable.

 Even the environment partner must be trustworthy, or else

B. Communication in business contexts is essentially

Consequently, persuasion is at the heart of business

Report writing , letter writing, formal or informal persuasions,

So, persuasion is the heart of communication.

C. Communication that is persuasive must be effective too

 We can think of ‘persuasive’ and ‘effective ‘ as two side of the

 To sell a product, for example, we must use strategies that we

 A message that leaves the reader scratching his/her head is a failed

 Clarity springs from a knowledge of the message (what you want to

 A lack of insight in any one of these components is going to affect the

 There is a little room for lyrical prose or academic fluency.

 Try to use short sentences and short words.

 This purpose must be apparent to any who glance through

 Before you put a single word to paper, ask yourself : “ What

 Without a doubt, such a book will leave you confused and

 The reader shouldn’t is left wondering if there is more to

 The message must be self-sufficient, that is , it must hold

 This is particularly apt for blog posts which often end

 Everything else –clarity, completeness, objectivity – results from your

They are among the leaner business communications.

Electronic (Multimedia) Communications

Electronic communications allow messages to be sent instantaneously and

Marketing and advertising can be targeted at many different types of

This is especially important when customers must be advised of product

 When one person discusses his views, opinion to another person

 It also includes the face-to-face discussion on a particular issue.

 In this method both the information receiver and sender can

Group Discussion: Group discussion is a popular method of oral

 It is a wide used technique of oral communication.

Meeting: Meeting means the formal group discussion about a

Counseling: Counseling is an effective medium of

 Telephone: Telephone set is an instrument that converts

 Mobile or Cell phone: A mobile phone (also known as a

Television: Television is also the indirect media of oral communication. It is a one-

Video conference: Video conference is a kind of teleconferencing communication

Technology conferencing: Technology conferencing is a kind of communication

A. First, there is no documentation (written record) of transactions done

It can serve to introduce you to a potential employer, announce a product

 Letters of Inquiry: you may want to request information about a company or

 Whatever digital device you use, written communication in the form

of brief messages, or texting, has become a common way to

 It is useful for short exchanges, and is a convenient way to stay