MOHAMMAD ALI JINNAH UNIVERSITY KARACHI, PAKISTAN

M. Shaharyar Saeed SP10-BB-0039 Dated; 08th May, 2012

Business Communication Section C

Term Paper On Business Communication

Prof. Rubina Safdar

Types of Communication
Communication:
Communication is a process of exchanging information, ideas, thoughts, feelings and emotions through speech, signals, writing, or behavior. In communication process, a sender(encoder) encodes a message and then using a medium/channel sends it to the receiver (decoder) who decodes the message and after processing information, sends back appropriate feedback/reply using a medium/channel.

Types of Communication:
People communicate with each other in a number of ways that depend upon the message and its context in which it is being sent. Choice of communication channel and your style of communicating also affects communication. So, there are varieties of types of communication.

Types of communication based on the communication channels used are:

Verbal Communication Nonverbal Communication

Verbal Communication:
Verbal communication refers to the form of communication in which message is transmitted verbally; communication is done by word of mouth and a piece of writing. Objective of every communication is to have people understand what we are trying to convey. In verbal communication remember the acronym KISS(keep it short and simple).

When we talk to others, we assume that others understand what we are saying because we know what we are saying. But this is not the case. usually people bring their own attitude, perception, emotions and thoughts about the topic and hence creates barrier in delivering the right meaning.

So in order to deliver the right message, you must put yourself on the other side of the table and think from your receivers point of view. Would he understand the message? how it would sound on the other side of the table?

Verbal Communication is further divided into:

Oral Communication Written Communication

Oral Communication:
In oral communication, Spoken words are used. It includes face-to-face conversations, speech, telephonic conversation, video, radio, television, voice over internet. In oral communication, communication is influence by pitch, volume, speed and clarity of speaking.

Advantages of Oral communication are:

It brings quick feedback. In a face-to-face conversation, by reading facial expression and body language one can guess whether he/she should trust whats being said or not.

Disadvantage of oral communication

In face-to-face discussion, user is unable to deeply think about what he is delivering, so this can be counted as a

Written Communication:
In written communication, written signs or symbols are used to communicate. A written message may be printed or hand written. In written communication message can be transmitted via email, letter, report, memo etc. Message, in written communication, is influenced by the vocabulary & grammar used, writing style, precision and clarity of the language used.

Written Communication is most common form of communication being used in business. So, it is considered core among business skills.

Memos, reports, bulletins, job descriptions, employee manuals, and electronic mail are the types of written communication used for internal communication. For communicating with external environment in writing, electronic mail, Internet Web sites, letters, proposals, telegrams, faxes, postcards, contracts, advertisements, brochures, and news releases are used.

Advantages of written communication includes:

Messages can be edited and revised many time before it is actually sent. Written communication provides record for every message sent and can be saved for later study. A written message enables receiver to fully understand it and send appropriate feedback.

Disadvantages of written communication includes:

Unlike oral communication, written communication doesnt bring instant feedback. It take more time in composing a written message as compared to word-ofmouth. and number of people struggles for writing ability.

Nonverbal Communication:
Nonverbal communication is the sending or receiving of wordless messages. We can say that communication other than oral and written, such as gesture, body language, posture, tone of voice or facial expressions, is called nonverbal communication. Nonverbal communication is all about the body language of speaker.

Nonverbal communication helps receiver in interpreting the message received. Often, nonverbal signals reflects the situation more accurately than verbal messages. Sometimes nonverbal response contradicts verbal communication and hence affect the effectiveness of message.

Nonverbal communication have the following three elements:

Appearance:
Speaker: clothing, hairstyle, neatness, use of cosmetics Surrounding: room size, lighting, decorations, furnishings

Body Language:
facial expressions, gestures, postures

Sounds:
Voice Tone, Volume, Speech rate

Types of Communication Based on Purpose and Style

Based on style and purpose, there are two main categories of communication and they both bears their own characteristics. Communication types based on style and purpose are:

Formal Communication Informal Communication

Formal Communication:
In formal communication, certain rules, conventions and principles are followed while communicating message. Formal communication occurs in formal and official style. Usually professional settings, corporate meetings, conferences undergoes in formal pattern.

In formal communication, use of slang and foul language is avoided and correct pronunciation is required. Authority lines are needed to be followed in formal communication.

Informal Communication:
Informal communication is done using channels that are in contrast with formal communication channels. Its just a casual talk. It is established for societal affiliations of members in an organization and face-to-face discussions. It happens among friends and family. In informal communication use of slang words, foul language is not restricted. Usually. informal communication is done orally and using gestures.

Informal communication, Unlike formal communication, doesnt follow authority lines. In an organization, it helps in finding out staff grievances as people express more when talking informally. Informal communication helps in building relationships.

AIDA Attention-Interest-Desire-Action

Every day we're bombarded with headlines like these that are designed to grab our attention. In a world full of advertising and information delivered in all sorts of media from print to websites, billboards to radio, and TV to text messages every message has to work extremely hard to get noticed.

And it's not just advertising messages that have to work hard; every report you write, presentation you deliver, or email you send is competing for your audience's attention.

As the world of advertising becomes more and more competitive, advertising becomes more and more sophisticated. Yet the basic principles behind advertising copy remain that it must attract attention and persuade someone to take action. And this idea remains true simply because human nature doesn't really change. Sure, we become increasingly discerning, but to persuade people to do something, you still need to grab their attention, interest them in how your product or service can help them, and then persuade them to take the action you want them to take, such as buying your product or visiting your website.

The acronym AIDA is a handy tool for ensuring that your copy, or other writing, grabs attention. The acronym stands for:

Attention (or Attract) Interest Desire Action.

These are the four steps you need to take your audience through if you want them to buy your product or visit your website, or indeed to take on board the messages in your report.

A slightly more sophisticated version of this is AIDCA/AIDEA, which includes an additional step of Conviction/Evidence between Desire and Action. People are so cynical about advertising messages that coherent evidence may be needed if anyone is going to act! How to Use the Tool:

Use the AIDA approach when you write a piece of text that has the ultimate objective of getting others to take action. The elements of the acronym are as follows:

1. Attention/Attract
In our media-filled world, you need to be quick and direct to grab people's attention. Use powerful words, or a picture that will catch the reader's eye and make them stop and read what you have to say next.

With most office workers suffering from e-mail overload, action-seeking e-mails need subject lines that will encourage recipients to open them and read the contents. For example, to encourage people to attend a company training session on giving feedback, the email headline, "How effective is YOUR feedback?" is more likely to grab attention than the purely factual one of, "This week's seminar on feedback".

2. Interest

This is one of the most challenging stages: You've got the attention of a chunk of your target audience, but can you engage with them enough so that they'll want to spend their precious time understanding your message in more detail?

Gaining the reader's interest is a deeper process than grabbing their attention. They will give you a little more time to do it, but you must stay focused on their needs. This means helping them to pick out the messages that are relevant to them quickly. So use bullets and subheadings, and break up the text to make your points stand out.

For more information on understanding your target audience's interests and expectations, and the context of your message, read our article on the Rhetorical Triangle.

3. Desire
The Interest and Desire parts of AIDA go hand-in-hand: As you're building the reader's interest, you also need to help them understand how what you're offering can help them in a real way. The main way of doing this is by appealing to their personal needs and wants.

So, rather than simply saying "Our lunchtime seminar will teach you feedback skills", explain to the audience what's in it for them: "Get what you need from other people, and save time and frustration, by learning how to give them good feedback."

Feature and Benefits (FAB) A good way of building the reader's desire for your offering is to link features and benefits. Hopefully, the significant features of your offering have been designed to give a specific benefit to members of your target market.

When it comes to the marketing copy, it's important that you don't forget those benefits at this stage. When you describe your offering, don't just give the facts and features, and expect the audience to work out the benefits for themselves: Tell them the benefits clearly to create that interest and desire.

Example: "This laptop case is made of aluminum," describes a feature, and leaves the audience thinking "So what?" Persuade the audience by adding the benefits. Giving a stylish look, that's kinder to your back and shoulders".

You may want to take this further by appealing to people's deeper drives"... giving effortless portability and a sleek appearance and that will be the envy of your friends and co-workers."

4. Conviction
As hardened consumers, we tend to be skeptical about marketing claims. It's no longer enough simply to say that a book is a bestseller, for example, but readers will take notice if you state (accurately, of course!), that the book has been in the New York Times Bestseller List for 10 weeks, for example. So try to use hard data where it's available. When you haven't got the hard data, yet the product offering is sufficiently important, consider generating some data, for example, by commissioning a survey.

5. Action
Finally, you need a strong call-to-action. After making it this far, you have to tell your consumer what to do, whether it is to buy, download or learn more. Overlooking this step is a big no-no. Use powerful and confident words like Buy Now, Add to Cart etc. Try to convey a sense of urgency. For example, having Buy Now instead of Buy can subtly convince the consumer not to wait any longer to take action. These phases form a basic guideline in writing effective copy. Using these simple rules should set you on the right track and once you become comfortable with this model, you can always try variations and create your own style.

Report Writing
Introduction
Report writing is an essential skill for professionals in almost every field: accountants, teachers, graphic designers, information scientists (the list goes on). Thats one of the reasons why your lecturers will almost certainly require you to write reports during your period of study at the University of Canberra. A report aims to inform, as clearly and succinctly as possible. It should be easy to read, and professional in its presentation. Exactly what you include in your report and how you present it will vary according to your discipline and the specific purpose of the report. Here we give some general guidelines, but you should check with your lecturer for more detail on what is expected.

Summary of this page

Report writing is an essential skill for professionals. A report aims to inform, as clearly and succinctly as possible. Below we give some general guidelines, but you should check with your lecturer for more detail on what is expected. A report is similar to an essay in that both need: formal style introduction, body and conclusion analytical thinking careful proof-reading and neat presentation

A report differs from an essay in that a report: presents information, not an argument is meant to be scanned quickly by the reader uses numbered headings and sub-headings uses short, concise paragraphs and dot-points where applicable uses graphics wherever possible (tables, graphs, illustrations) may need an abstract (sometimes called an executive summary) does not always need references and bibliography is often followed by recommendations and/or appendices

A report should generally include the following sections.

(Sections marked with an asterisk (*) are essential: others are optional depending on the type, length and purpose of the report.)

Letter of transmittal Title page* Table of contents List of abbreviations and/or glossary Executive summary/abstract Introduction* Body* Conclusion* Recommendations Bibliography Appendices

Presentation and style are important. First impressions count, so consider these simple tips: use plenty of white space ensure the separate parts of your report stand out clearly use subheadings allow generous spacing between the elements of your report use dot points/ numbers/ letters to articulate these elements use tables and figures (graphs, illustrations, maps etc) for clarification. number each page use consistent and appropriate formatting use formal language

Avoid these: the inclusion of careless, inaccurate, or conflicting data the inclusion of outdated or irrelevant data facts and opinions that are not separated unsupported conclusions and recommendations careless presentation and proof-reading too much emphasis on appearance and not enough on content.

Report structure:
What follows is a generic structure for reports. Using this structure will help to give your report the correct level of formality; it will also help to ensure that you do not leave out anything important. However, the actual structure required by your discipline may not be exactly what is represented here - you should check with your lecturer.

A report should generally include the following sections. (Sections marked with an asterisk are essential: others are optional depending on the type, length and purpose of the report.)

Letter of transmittal Title page* Table of contents List of abbreviations and/or glossary Executive summary/abstract Introduction* Body* Conclusion* Recommendations Bibliography Appendices

Letter of transmittal
This is a letter to the person who commissioned the report, in which you effectively hand over your work to that person. Include:

a salutation (eg. Dear Ms Rubina Safdar) the purpose of the letter (eg. Here is the final version of the report on Underwater Welding which was commissioned by your organization.) the main finding of the report any important considerations an acknowledgement of any significant help an expression of pleasure or gratitude (eg. Thank you for giving us the opportunity to work on this report.)

Title page
This must contain: the report title which clearly states the purpose of the report full details of the person(s) for whom the report was prepared full details of the person(s) who prepared the report the date of the presentation of the report

Table of Contents
This is a list of the headings and appendices of the report. Depending on the complexity and length of the report, you could list tables, figures and appendices separately. Make sure the correct page numbers are shown opposite the contents. Up-to-date word processing packages can generate a table of contents for you.

Abbreviations and/or glossary

If necessary, you should provide an alphabetical list of the abbreviations you have used in the report, especially if they may not be familiar to all readers of the report. If you have used a lot of technical terms, you should also provide a glossary (an alphabetical list of the terms, with brief explanations of their meanings).

Acknowledgements (if appropriate)

This is a short paragraph thanking any person or organisation which gave you help in collecting data or preparing the report.

Abstract (Summary or Executive Summary)

An abstract is quite different from an introduction. It is a summary of the report, in which you include one sentence (or so) for every main section of your report. For example, you can include:

the context of the research the purpose of the report the major findings (you may need several sentences here) the conclusions the main recommendations

Write the abstract after you have written the report.

Introduction
Give enough background information to provide a context for the report. State the purpose of the report. Clarify key terms and indicate the scope of the report (ie what the report will cover).

Bod
The content of the body depends on the purpose of the report, and whether it is a report of primary or secondary research. A report of primary research (based on your own observations and experiments) would include: Literature review (what other people have written about this topic. See our webpage for hints on writing a literature review). The literature review should lead towards your research question. Method (summarises what you did and why). Use the past tense. Findings or results (describes what you discovered, observed, etc, in your observations and experiements). Use the past tense. Discussion (discusses and explains your findings and relates them to previous research). Use the present tense to make generalisations.

A report of secondary research (based on reading only) would include: Information organised under appropriate topics with sub-headings. It is unlikely that your report will discuss each source separately. You need to synthesise material from different sources under topic headings. Analysis/discussion of the sources you are reporting.

Conclusion
Sum up the main points of the report. The conclusion should clearly relate to the objectives of your report. No surprises please! (that is, dont include new information here. These are suggestions for future action. They must be logically derived from the body of your report.

Appendices
An appendix contains material which is too detailed, technical, or complex to include in the body of the report (for example, specifications, a questionnaire, or a long complex table of figures), but which is referred to in the report. Appendices are put at the very end of the report, after everything else. Each appendix should contain different material. Number each appendix clearly.

Presentation of the report

The content and structure of your report is important; so is the presentation and style. First impressions count, so consider these simple tips to ensure your report is reader-friendly: use plenty of white space ensure the separate parts of your report stand out clearly use subheadings allow generous spacing between the elements of your report use dot points/ numbers/ letters to articulate these elements

 use tables and figures (graphs, illustrations, maps etc) for clarification. Label them clearly and cite the source. These graphics should relate to the text of your report; for example, Figure 1 shows that the population of Bandung has increased dramatically since 1890, or The population of Bandung has increased dramatically since 1890. number each page (a neat header and/or footer makes your work look more professional) use consistent and appropriate formatting (you may like to follow the report format supplied with your word processing package) use formal language. It would be worth having a look at the language which is used in other, similar reports to check out useful expressions and terms.

Common problems
Some common problems with research report writing that you should take care to avoid are: the inclusion of careless, inaccurate, or conflicting the inclusion of outdated or irrelevant data facts and opinions that are not separated unsupported conclusions and recommendations careless presentation and proof-reading too much emphasis on appearance and not enough attention to solid content.

Letters Writing
Use letters to communicate outside your organization. Whereas the memorandum is the primary vehicle for communication within an organization, letters are often used to communicate to individuals outside it, especially in formal and semiformal contexts.

Letters are an essential part of all business and technical communication because they are more formal and reliable than electronic mail and more precise and permanent than telephone or face-to-face conversations.

Types of Letters
Like memoranda, letters perform many functions in scientific and technical communication. The following are some of the most common types of letters written by people in technical fields. Job application letters Acceptance letters Transmittal letters Inquiry letters Technical-information letters Letters of recommendation Format of a Letter

If your organization has a specific style for business letters, follow that format. Otherwise, follow the guidelines provided here.

Business letters are commonly either full-block formatted, with every line starting at the left margin and usually a business letterhead at the top of the page, or modified-block formatted, with the heading and the closing aligned at the center of the page.

Elements of a Letter
Business letters have the following elements: Heading Date Recipient's address Salutation Body Closing End notations

Heading
If you are using letterhead stationery, include only the date two lines below the bottom of the letterhead. Spell out the name of month. If you are not using letterhead stationery, begin with your full address (city, street, and zip code) 1 to 1 inches from the top of the page. Spell out address designations, such as Street, Avenue, and West. The state name may be abbreviated using the two-letter, all-capitals U.S. Postal Service designations. Include the date aligned at left with the address, spelling out the name of the month.

Recipient's Address
Two to four lines below the date, place the following items: The recipient's title (such as Mr., Ms., or Dr.) and full name (address a woman who does not have a professional title as Ms. unless you know she prefers Miss or Mrs.; if the recipient does not have a title and you are unsure of his or her gender, omit the title). The recipient's job title, if appropriate. The name of the company or institution, if appropriate. The full address, following the same format as for the address in the heading.

The recipient's address is always aligned on the left margin.

Salutation
Place the salutation two lines below the recipient's address. The salutation begins with the word Dear, continues with the recipient's title and last name, and ends with a colon. If you are unsure of the recipient's gender and the recipient does not have a professional title, omit the title and, instead, use both the first and the last names in the salutation (Dear Leslie Perelman:). If you do not know the name of the recipient of the letter, refer to the department you are writing to (Dear Technical Support:). Avoid salutations such as Dear Sir or Madam:.

Body
Start the letter two lines after the salutation. Body paragraphs should be single spaced with a double space between paragraphs. (Indenting the first line of each paragraph is acceptable but is more informal than the unindented style.) Be concise, direct, and considerate. State the letter's purpose in the opening paragraph. Include supporting information in a middle paragraph or two, and conclude your letter with a brief paragraph that both establishes goodwill and expresses what needs to be done next. If a letter requires more than one page, make sure there are at least two lines of body text on the final page. Never use an entire page for just the closing. The second page and all subsequent pages must include a heading with the recipient's name, the date, and the page number.

Closing Phrase
Write a complimentary closing phrase two lines below the final body paragraph. Yours truly, Sincerely, or Sincerely yours are common endings for professional letters. Capitalize the first letter of the first word of your complimentary closing, and end the complimentary closing with a comma. Four lines below the closing phrase, write your full name. If you are writing in an official capacity that is not included in the stationery's letterhead, write your title on the next line. Your signature goes above your typed name.

End Notations
At the bottom of the last page of a business letter, end notations may show who typed the letter, whether any materials are enclosed with the letter, and who is receiving a copy of the letter. The typist's initials, in lowercase letters, follow the initials of the author, in capital letters, and a colon or a front-slash (LCP:ecb or LCP/ecb). An enclosure notation--Enclosure:, Encl., or Enc.--alerts the recipient that additional material (such as a rsum or a technical article) is included with the letter. You can either identify the enclosure or indicate how many pieces there are.

STANDARD LETTER FORMAT STYLES Block Style

All sections of the letter are flush against the left margin of the page. Each paragraph in the body of the letter begins flush left margin, with a one space line dividing each paragraph.

Semi-block Style
The date, signature, and address heading (if not on preprinted letterhead stationary) are aligned on the right side of the page. All other sections are flush left margin. Paragraphs in the body of the letter begin flush left with a one space line dividing each paragraph.

Indented Style
The date, signature, and address heading (if not on preprinted letterhead stationary) are aligned on the right side of the page. The greeting is flush left. Paragraphs in the body of the letter are indented with no space line between paragraphs. Postscript and notations are flush left.

Memorandum Style
This is a business format that is best used for interoffice correspondence. Directly above the body of the memorandum, are the following sections flush left: Date: To: Name or column of names of those people to whom the memorandum is being sent to. (listed in alphabetical order by surname). From: Writers name. Title, if any, listed directly below name. Re: or Subject: Subject line may be emphasized by underlining, bold font or all capital letters. - Body text may be indented or block format. - Signature of writer not required on Memorandums

Format Of A Business Letter

Return Address Line 1 1 Return Address Line 2 Date (Month Day, Year) 2 Mr./Mrs./Ms./Dr. Full name of recipient. 3 Title/Position of Recipient. Company Name Address Line 1 Address Line 2 Dear Ms./Mrs./Mr. Last Name: 4 Subject: Title of Subject 5 Body Paragraph 1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ................................................................... ................................. Body Paragraph 2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ................................................................... ................................. Body Paragraph 3 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ................................................................... .................................6 Closing (Sincerely...), 7 Signature 8 Your Name (Printed) 9 Your Title Enclosures (2) 10 Typist Initials. 11

Sample Of A Letter
3519 Front Street Mount Celebres, CA 65286 October 5, 2004 Ms. Betty Johnson Accounts Payable The Cooking Store 765 Berliner Plaza Industrial Point, CA 68534 Dear Ms. Johnson: It has come to my attention that your company, The Cooking Store has been late with paying their invoices for the past three months. In order to encourage our customers to pay for their invoices before the due date, we have implemented a discount model where we'll give you 2% off your invoice if you pay us within 10 days of receiving the invoice. I hope that everything is going well for you and your company. You are one of our biggest customers, and we appreciate your business. If you have any questions, feel free to contact me at (555) 555-5555. Sincerely, Signature Bob Powers Accounts Receivable

Sample Of An Apology Letter

5868 Maple Wood Street Fairfield, PA 37626 November 29, 2004 Mr. Joseph Bicman 358 Noncook Road John's Town, PA 57323 Dear Mr. Bicman: I apologize for the mix-up of order #: 26429782. We have just implemented a new packaging system that still has a few bugs that still needs to be worked out, but we did fix your order and sent it out this morning. For your trouble, we have enclosed a $25 gift certificate which can be used at any of our stores. Once again I would like to apologize for the mix-up in your order and any inconveniences this may have caused you. Sincerely, Signature Scott Mahoney Customer Service Manager

Sample Of An Invitation Letter

Lockwood Middle School 307 Main Street Lockwood, NJ 51686 December 10, 2008 Mrs. Jody Coling President Lockwood Health Association 23 Main Street Lockwood, NJ Dear Mrs. Coling: My name is Susan Harris and I am writing on behalf of the students at Lockwood Middle School. A significant amount of the students at the school have been working on a project which relates to the unemployment problem within the youth demographic of Lockwood. You are invited to attend a presentation that will be held within the media room of the school where a variety of proposals that will demonstrate the ability of the community to develop employment opportunities for the youth within the community. At the presentation, there will be several students receiving awards which will recognize them within the community from the Mayor. Refreshments will also be available at the presentation. As one of the prominent figures in the community, we would be honored by your attendance. Our special presentation will be held at our school auditorium on January 16th. Please reply by Monday the 9th of January to confirm your attendance to the function. We look forward to seeing you there, Sincerely, Signature Ms. Susan Harris

Sample Of An Resignation Letter

483 Spring Road Ft. Berliner, VA 58265 October 21, 2004 Mr. Jack Wilkins Head of Inventory Control Widgets Unlimited, Inc. 16 Ferris Blvd. Clinton, VA 58763 Dear Mr. Jenkins: I am formally notifying you that I'll be tendering my resignation from Widgets Unlimited, Inc. My last day will be on November 12, 2004 I never imagined that I would have to leave Widgets Unlimited, but due to the relocation of my wife's work to New York, I have made the decision with my wife to move up to New York as a family. If there is anything that I can do to make this transition easier for the company, let me know and I'd be more than willing to help out. I have truly enjoyed my work here and I would like to thank you for the opportunity that you have given me to work here at Widgets Unlimited. Sincerely, Signature Scott Nelson Inventory Specialist