Sikkim ManipaI University

Master of Business Administration - MBA

Semester 1

MB0039 Business Communication - 4 Credits

(Book ID: B1128)


Assignment Set- 1 (60 Marks)


Learning Centre:IISFT Gandhidham

Learning Centre Code:

Submitted by: Bharat .Ram. Nair

RoII. No:

Date:



















".1 ExpIain the different types of communication with reIevant exampIes.
A.1 Communication is a process that involves exchange of information, thoughts,
ideas and emotions. Communication is a process that involves a sender who
encodes and sends the message, which is then carried via the communication
channel to the receiver where the receiver decodes the message, processes the
information and sends an appropriate reply via the same communication
channel. Types of Communication Communication can occur via various
processes and methods and depending on the channel used and the style of
communication there can be various types of communication. Types
of Communication Based on Communication Channels Based on the channels
used for communicating, the process of communication cane broadly classified
as verbal communication and non-verbal communication.

Verbal communication includes written and oral communication whereas the non-
verbal communication includes body language, facial expressions and visuals
diagrams or pictures used for communication.

VerbaI Communication
Verbal communication is further divided into written and oral communication.

The oral communication refers to the spoken words in the communication
process. Oral communication can either be face-to-face communication or a
conversation over the phone or on the voice chat over the nternet. Spoken
conversations or dialogs are influenced by voice modulation, pitch, volume and
even the speed and clarity of speaking.

E.g. n a business context, a manager doing a performance appraisal with a
sales manager making a sales plan presentation to his sales team in which
manager is pointing out areas for improvement and in second case sales
manager may be explaining how to achieve new sales targets.

The other type of verbal communication is written communication. Written
communication can be either via snail mail, or email. The effectiveness of written
communication depends on the style of writing, vocabulary used, grammar,
clarity and precision of language.

E.g. A manager writing a letter of apology in response to a customer's complaint
regarding poor services.

NonverbaI Communication
Non-verbal communication includes the overall body language of the person
whose speaking, which will include the body posture, the hand gestures, and
overall body movements. The facial expressions also play a major role while
communication since the expressions on a person's face say a lot about his/her
Mood, On the other hand gestures like a handshake, a smile or a hug can
independently convey emotions. Non verbal communication can also be in the
form of pictorial representations, signboards, or even photographs, sketches and
paintings.


%ypes of Communication Based on StyIe and Purpose
Based on the style of communication, there can be two broad categories
of communication, which are formal and informal communication that have their
own set of characteristic features.

FormaI Communication
Formal communication includes all the instances where communication has to
occur in a set formal format. Typically this can include all sorts of business
communication or corporate communication. The style of communication in this
form is very formal and official. Official conferences, meetings and written memos
and corporate letters are used for communication. Formal communication can
also occur between two strangers when they meet for the first time. Hence formal
communication is straightforward, official and always precise and has a stringent
and rigid tone to it.

InformaI Communication
nformal communication includes instances of free unrestrained communication
between people who share a casual rapport with each other. nformal
communication requires two people to have a similar wavelength and hence
occurs between friends and family. nformal communication does not have any
rigid rules and guidelines. nformal conversations need not necessarily have
boundaries of time, place or even subjects for that matter since we all know that
friendly chats with our loved ones can simply go on and on.

E.g. of Non verbal communication: Your boss has asked you to make a
presentation on your suggestions for improving the organization. You take him at
his words and come prepared with an elaborate presentation and list of ideas.
However, as you make your presentation, he yawns repeatedly, sit back
casually, looks out of the window, clenches his jaw muscles and begins to frown.
At the end of your presentation, he rises abruptly from his chair, says " thank you
for your ideas 'in a angry voice and gives you a curt handshake.

n the above example, the boss, through his non-verbal behavior, conveys a
message beyond the spoken work which he does not really want to hear your
suggestions.

Therefore, while the spoken or written words may be perfect, the non-verbal
aspects could convey the exact opposite meaning









".2 What are the generaI principIes of writing especiaIIy business writing?
A.2 The language, style and tone of business writing is very different from general
writing. Following are the few aspects of to be considered while business writing.

1. Tone
n Written communication, tone refers to the way a statement sounds, which in
turn, depends on the choice of words, A sentence or statement may be
grammatically perfect, but may convey a negative message, if the choice of
words is wrong. The tone of business writing should be non-discriminatory. This
means that the language that is used should not be offensive, irrespective of
gender, religion or race.

2. Know your objective
Think before you write. What's your goal? Make sure you fully understand the
assignment. Are you writing a one-paragraph executive summary or a five-page
Report? Try answering this question: What specifically do want the reader to
know, think, or do?

3. Make a list
Write down the ideas or points you want to cover. Why? This helps you
get started in identifying the key ideas you want to discuss. f you have trouble
getting started, try discussing your ideas with someone else."Kicking an idea
around" often helps you clarify your objective and fine-tune what you are trying
to accomplish.

4. Organize your ideas
Just as it's difficult to find what you want in a messy, disorganized desk drawer,
it's hard to find important ideas in a poorly organized message. Here are a few
ways you can organize your ideas:

O mportance
Begin with the most important piece of information and then move on to the next
most important.

O Chronological order
Describe what happened first, second, third.

O Problem-Solution
Define the problem, and then describe possible alternatives or the solution you
recommend.

O Question-Answer
State a question and then provide your answer. Organize your ideas so the
reader can easily follow your argument or the point you are trying to get across.

. Back it up
Have an opinion but back it up - support with data. There are a number of ways
you can support your ideas, including explanations, examples, facts, personal
experiences, stories, statistics, and quotations. t's best to use a combination
of approaches to develop and support your ideas.

6. Separate main ideas
Each paragraph should have one main point or idea captured in a
topic sentence. The topic sentence is normally the first sentence in the
paragraph. Each paragraph should be started by an indentation or by skipping a
line.

7. Use bullets or numbers
f listing or discussing a number of items, use bullets or number your points.

8. Write complete sentences
A sentence is about someone doing something - taking action. The someone
maybe a manager, employee, customer, etc. The "doing something - taking
action" can include mental processes such as thinking, evaluating, and deciding,
or physical actions such as writing and talking. A good rule to practice is to
have subjects closely followed by their verbs.

9. Use short sentences
Sentences should be a maximum of 12 to 15 words in length. According to the
American Press nstitute, sentences with 15 or fewer words are understood 90%
of the time. Sentences with eight or fewer words are understood 100% of the
time.

10. Be precise and accurate
. Words like "large," "small," "as soon as possible," "they," "people," "teamwork,
"and "customer focus" are vague and imprecise. The reader may interpret these
words to mean something different than what you intended. Reduce
communication breakdowns by being specific and precise. Define terms as
needed. The reader may not understand certain acronyms and abbreviations.

11. Use commas appropriately
Use a comma to separate the elements in a series of three or more items:

12. Use the correct word
Here are several words that cause confusion.

13. Avoid redundancies
t is a redundancy to use multiple words that mean or say the same thing. For
example:

Redundant
-
I decided to paint the machine gray in color
. Gray is a color, so just state,
I decided to paint the machine gray
.
14. Numbers
When using numbers in the body of your paper, spell out numbers one through
nine, such as "Three men decided." When using numbers 10 or above it's
proper to write the number, such as "The report indicated 68 customers."

1. Have a conclusion
Would you really enjoy watching a movie or sporting event that had no
conclusion? No. The conclusion ties your points together. The reader wants to
know the final score - the bottom line message.


16. Edit your work
Read what you have written several times and edit accordingly.




Summary
You don't have to be a great writer to be successful manager/leader. However you must
be able to clearly and succinctly explain your thoughts and ideas in writing. Strive to be
simple, clear, and brief. Like any skill, "good writing" requires practice, feedback, and
ongoing improvement.


































".3 How wouId you prepare yourseIf for an oraI business presentation?
A.3 Delivering a formal presentation can be either fairly stress-free or nerve-
wrecking. Your level of comfort can depend on the size of your audience, the
critical spectators attending your presentation, or the feedback that you may
anticipate. Whatever you may find as a cause for concerns about speaking
before a group never let it be your knowledge about what you will speak.
With thorough and effective research about your subject, you will discover that
you are already halfway prepared to address your listeners. The following steps
can complete your preparation.

1. Study your subject - You may have already been provided great information from
which you could pull. But if there are other sources, such as the nternet or experts,
use them to enhance your own insight. Doing so can also help you develop more
confidence in your speech

2. n the comfort of your own study lab (wherever that may be), anticipate all types of
responding questions from people in your audience: challenging questions, critical
questions, crazy questions, and simple questions (the ones which are so simple that
you forgot to prepare an answer for). Equip yourself with facts and insight
accordingly. For enlightenment on people's views, have read several message
boards and even complaint sites to help me prepare for the unexpected. f your
presentation is non-interactive, do not take that for granted. You can still be
approached with questions after your speech or after the event where you gave it.

3. Organize the notes from which you will speak. Whether typed or handwritten, you
must be able to comprehend them in order to convey them to an audience. So, if you
got your notes down on index cards, write legibly.
Also, bind the notes - paper or cards - that you plan to use during your presentation.
Dropping loose papers or cards during your speech should not distract an attentive
listener, but it can certainly distract you, the speaker. Make your task a tad bit easier
on yourself alleviating the possibility of that problem

4. f you decide to speak with the aid of a Power Point presentation, bear in mind how
you will insert information to be displayed. Don't expect an audience to read lengthy
sentences or any paragraph - no matter how much time they are given. By all
means, do not prepare yourself to read every word written on that PowerPoint. The
audience does not need to see the back of your head. They don't need to hear your
voice drift into a state of monotony, which is what can happen if you read word-for-
word from your notes.

5. Practice your presentation in private and be willing to be your own biggest critic.
Grab a tape recorder or any recording device to listen to your own speech.

6. As expressed above, approach the podium with a solid knowledge base about
every point your will discuss.

7. Please do not imagine your audience in their underwear. You need to focus. f eye
contact with any of those listeners intimidates you, then look just past the last row of
people to land your sight on either some empty seats or the wall. There are corners
of walls and other inanimate objects where you can place your focus until you find
yourself comfortable enough to make brief eye contact with a few friendly or neutral
faces.

8. Remember that the last row of listeners needs to hear your voice. Unless you have a
reliable microphone, be sure to project.

9. Do not overestimate your listeners' attention spans. Keep their interest. Give your
tone some range (logical range, that is). And wherever your subject and the points
from which you speak will allow, engage your audience with illustrations which they
can relate to.

10. Please impose neither overly technical terminologies nor acronyms on your
audience. While these expressions of intelligence seem effective, they actually
reflect a lazy effort to communicate detailed and comprehensible information to
listeners.

11. Remember that, at this point, there should be no reason to lose confidence. f you've
studied your subject, grasped a clear understanding of it, and followed the tips
above, you have the tools to conquer any sharp sensation that you may feel in the pit
of your gut going before any group.
































".4 You are a team manager having 15 members in your team. %wo of your key
team members are on 3-weeks Ieave. You have to caII for a monthIy team
meeting within a week. How effectiveIy you wouId pIan and carry out this
meeting
A Meetings need to be planned in advance, so that they are successful. Before any
planning can be done however, a basic question to be asked is whether to hold a
meeting at all. The answer to the following questions would help to decide
whether a meeting is necessary in the first place-
O Can the matter be decided or discussed over the telephone?
O Can the matter be expressed in writing, in the form of a memo, or an
email message?
O Are key people available to attend the meeting and are they prepared?
O s the time allotted for the meeting sufficient?

f the answer to the first are yes and the answer to the other two questions are
no, there is no purpose in calling a meeting.

So, looking to the context of the question, Myself as a team manager of 1
members in team, in which Two of my key persons are on 3 weeks leave, First of
all I will ask for a concern to my 2 key persons to attend the meeting and attend it
if possible by shortening the leave.

(A) PIanning the Meeting

- Once the need for a meeting has been determined, the next step is to start
planning the meeting.

O First of all, will decide the type and number of participants.

O A problem solving meeting should include representative from all
departments, since the decision would otherwise be incomplete.

- The second and most important step in planning a meeting is to indicate the
purpose or agenda of the meeting to the participants in advance. An agenda
is essentially a list of topic that will be discussed during a meeting. will
prepare a comprehensive agenda as follow :

1. Time, Venue & Duration of Meeting.
2. A list of Participants.
3. Background nformation.
4. List of tems and Goals.
5. Advance preparation by participants.

Sample format for my comprehensive agenda of monthly team meet

AGENDA


Date : October 28
th
2011

TO : All in the name of 15 members of my team.

FROM : Bharat Nair (Team Manger)

SUBJECT : Review of the progress made in nternational Sales of
"The Prism Container Line (ndia)

TME : Monday, October 31
st
2011, from 10 am to 11 am.

PLACE : 2
nd
Floor Conference Room

BACKGROUND : Monthly Meeting which is held on every last working day of the
Month to review the progress in context to nternational Sales of "The
Prism Container Line (ndia), will be take place on Monday, October 31
st

2011, as previously scheduled. Completion of the following tasks will
keep us on target and ensure that we are progressing according to the
set targets.

We will discuss the following items:
1 Monthly achievement in context to nternational Sales.
2 Problems faced while achieving set goals.
3 Modification in working conditions in any to achieve set goals easily.
4 New Target for the upcoming Month.




(B) Carrying Out the Meeting

(1) Opening the Meeting: Will the Meeting by announcing "We will Begin
the meeting discussing the achievement in context to international sales of
"The Prism Container Line (ndia), for 15 minutes, followed by 15 minutes for
discussing the Problems face while achieving set goals, next 15 minutes for
discussing the modification in working conditions if any to achieve set goals
easily, and the last 15 minutes for to set new target for the upcoming
month.


(2) Encouraging BaIanced Participation by encouraging participation in
the reverse order of Seniority: Will Encourage the Junior Member and
request to speak out their opinions first.

(3) Keeping the Meeting Focused: will keep the meeting focused by
reminding member of time constraints and request them to proceed to the
next item if the members dwell on a topic in irrelevant discussions.

(4) Ensure Convergence: will hear the points of view of all the members and
then arrive at a decision.

(5) Summing up: will sum up the different points of view, the decisions and
the actions to be taken. By indentifying the role of each person on each item
of the agenda along with a specified deadline.

(6) ConcIude: will conclude the meeting on scheduled closing time, and
summarize what has been discussed and decided and will mention the
follow-up action to be taken. will thank all the members for attending
meeting with wonderful ideas for making the meeting success.

(7) WiII Keep Minutes of Meeting : will make minutes in the form of a broad
summary of the proceedings
























".5 Distinguish between circuIars and notices aIong with formats?
A.5 Notice - A message / information's bringing to all which will be put up in common
place.

Circular- A message / information's bringing to certain group of people belonging
to the information's

Like memos, circulars and notices are also written forms of communication within
the organization.

The difference between a circular and a notice is that

O CircuIars are announcements that are distributed to smaII or seIective groups
of people within the organization, whereas

ExampIe f a manager wants to call a meeting of heads of departments, he will
pass around a circular only to the heads, requesting them to attend that meeting.
On the other hand, notices generally contain information or announcements that
are meant for all the employees of an organization.

O Notices are meant for a Iarger group of peopIe.

ExampIe A list of declared holidays for a calendar year is a notice, since the
information is relevant to all employees. A notice is therefore a legal document
that has to be put up on an official notice or bulletin board.

Format of Circular


To: The Students Committee Members of SKMU Management College, Gandhidham.

CRCULAR

Meeting to plan for the Annual Management Fest of the college.

The purpose of this circular is to invite the committee members to discuss details such as the
date, venue, duration, and sponsorship queries for the Annual Management Fest of the SKMU
Management College. All the Students Committee members are hereby requested to attend.

President Student Committee SKMU Management College
28
th
October, 2011









Format of Notice

SKMU Management College Date: 28
th
October, 2011
Gandhidham, Kutch Ref: ADM/A/6-2011-12


NOTCE

Subject: Annual Management Fest of the college

This is to inform all the students of SKMU Management College that the Annual Management
fest of the college will be held at SKMU Ground on Monday 7
th
November, 2011 between 6 pm
to 10 pm. Various Committee is already formed for reception, stage, organizing and
management. Each Student is requested to contribute a nominal amount of Rs.101 (Rupees
One Hundred and One Only for the success of the event.

President Student Committee
28
th
October, 2011


































". 6 You are a saIes manager for a particuIar brand of mixer and bIender. Frame
a sampIe bad news Ietter teIIing a customer about that her cIaim for the
product repIacement is rejected on the grounds that the product didn't
have any defect during the saIe.
A.6 A bad news Ietter conveys unpIeasant news.


Mr. Veena Menon Date: 28
th
October, 2011
Plot.No.31
DC-5
Gandhidham (Kutch)
370201
Gujarat State, ndia

Dear Ms. Veena,

Regarding your claim dated 15
th
October, 2011 for the product replacement of Surya Mixer and
Grinder, Model: Surya Little Master (2SS JAR), Bill NO.101 Dated: 01
st
October 2011. We have
gone to all aspects of technical error in the Product and also as per the records of our
Authorized Dealer M/s. Home Appliances Mart, Gandhidham, We understand that the Product
was in Good working Condition and rechecked before sale in front of you and it was not in a
defected condition during sale.

Your Claim has been Rejected as per above mentioned grounds.

Sincerely
Bharat Nair
Sales Manger
Surya Home Appliances Limited
Mumbai ndia.



























Sikkim ManipaI University


Master of Business Administration - MBA


Semester 1

MB0039 Business Communication - 4 Credits

(Book ID: B1128)


Assignment Set- 2 (60 Marks)


Learning Centre:IISFT Gandhidham

Learning Centre Code:

Submitted by: Bharat .Ram. Nair

RoII. No:

Date:







".1 As a part of top management team, how wouId you communicate to your
SharehoIders about the company's expansion pIans?
A.1 Commitment 2014 is a firm and confident ambition and it stands for profitable
organic growth. Our ambition for 2014 is to become the ndian benchmark in
Shipping and logistics. We intend to enhance our leadership based on
an effective product range and high-quality service, forging close links between
nternational Shipping trade and related specialized businesses.

AMBI%IOUS %ARGE%S
By 2014, we target ambitious profitability levels underpinned by sound
Fundamentals: Net Shipping and Logistics income of more than Rs.2500 crores
(2000 Crores in 2010) and net income, Group share of Rs.6000 Crores to
Rs.7000 Crores (Rs.5000 crores in 2010). Our Objective is also to have a cost to
income ratio of less than 60% and a return on equity ratio of 10% to 12%. These
targets take into account the new regulatory environment, as it is currently
understood. n terms of capital adequacy, M+R logistics U.S.A. will meet "The
Prism nternational (ndia) requirements and M+R Logistics U.S.A ranking
among the strongest Shipping and Logistics Company throughout USA
is confirmed.

2011-2014 S%RA%EGY
Our actions in the period 2011-2014 will be based on three principles. First, we
shall stimulate organic growth. To achieve this, we shall enhance growth in
Coatal Trade between Northern ndia and Southern ndia; speed up growth in the
savings management businesses, one of our undisputed strengths; and finally,
focus on growth in nternal Logistics Business. These businesses will continue to
grow, but selectively, because of their heavy capital consumption. The second
principle behind our strategy is that we shall enhance the Group effect by
strengthening ties between our business lines. The third principle is that we shall
act as a committed and responsible Group in dealing with stakeholders, and in
particular our shareholders.

OUR SHAREHOLDERS
"The Prism nternational (ndia) has set up a comprehensive shareholder
information and communication framework. The new layout of the Shareholder
Exim Newsletter, you discover today, is aimed at strengthening this direct link
between you and us, and is part of a broader attempt to make full and
transparent information available to you. Our dividend policy targets a
payout rate of 35%from 2011 (paid in 2012), in cash. Through Commitment
2014, we want to thank our shareholders for their loyalty by paying an increased
dividend.












".2 ABC Ltd. wants to communicate about its corporate image to aII its
stakehoIders and aIso to the generaI pubIic. As an advisor, how do you
recommend them to do it?
A.2 Our communications and engagement strategy needs to be simple because we
are working in a complex environment otherwise our actions become confusing
to the people we work with. The strategy therefore highlights steps we will take to
communicate and engage with people effectively. t also explains our simplified
approach to outreach work, including events and festivals.

RECOMMENDATION
That you agree the strategy and its associated annexes.

2 BACKGROUNDS
2.1 We have significantly improved the way we communicate and engage with
people over the last few years. This has been recognized through anecdotal
evidence and the recent Customer Service Excellence award. However, we need
a strategy to coordinate our activities and guide future business planning. We
also need to be able to measure our success more effectively
Our communications and engagement strategy' (Annex 1) aims to do this.

3 POLICY CON%EX%S
3.1 The adoption of a Communications and Engagement Strategy is action
3.2 in the Business Plan April 2009 -March 2011 (revised October 2011).
3.3 The strategy supports the delivery of our Business Plan in its entirety. The
messages within it explain that we must be excellent communicators, promoting
learning and inspiring people about us in all that we do.

4 OP%ION
4.1: You agree the recommendation
4.2: You agree the recommendation with further development of some steps
4.3: You do not agree the recommendation

5 PROPOSALS
5.1 The Communications and Engagement Task and Finish Group were
established to develop this strategy. t includes staff from the Communications
and Learning Team and members. They undertook a SWOT analysis (Strengths,
Weaknesses, Opportunities and Threats) and agreed the simple approach
recommended. They commented on the 20 key steps ensuring that they were
strategic and not too

Detailed Option 1 is recommended for approval and it is hoped that members will
be involved in the delivery and review of the strategy as it progresses.

6 BES% VALUE IMPLICA%IONS
6.1 The statutory duty of best value requires organizations to consult
service users and other stakeholders about services and priorities. The duty was
revised in the Local Government and Public nvolvement in Health Bill in May
2010 to engage more with hard-to-reach groups and to secure participation of
communities in delivery of local public services. This strategy supports the
delivery of this function by focusing on engagement with partners and local
people for effective communications

7 FINANCE CONSIDERA%IONS
7.1 There are financial implications in the delivery of the strategy. You have
already agreed revenue growth bids (totaling Rs.450 Crores) to support step 9 in
the strategy and development of Level One events and festivals which we
sponsor (Annex B). You have also agreed existing budgets to support ongoing
work led by the Communications and Learning Team. Agreement of any
additional budgetary requirements to deliver all steps in the strategy will form
part of the corporate planning and performance cycle.

8 RISKS
8.1 Each step in the strategy has a different degree of risk which will be managed
through respective service plans. Overall, if we do not develop our
communications and engagement activities, there is a significant risk that we lose
our Customer Service Excellence standard.

9 LEGAL CONSIDERA%IONS
9.1 Effective communication is key to performance of our statutory objectives.
The proposed strategy will assist with good governance by improving
communication within the Authority and will help clarify relationships with
partners.

10 HUMAN RESOURCES
10.1 The Communications and Learning Team, including its Outreach Unit, are
part of the established structure and will take a clear coordinating role in
delivering the strategy. The strategy also makes it clear that new approaches to
communications and engagement should be a part of existing roles across the
organization. This will be dealt with through Service Planning and Personal
Development Reviews.

11 DIVERSI%Y IMPLICA%IONS
11.1 This strategy is of high importance to diversity. n the past, our approach to
targeting groups may have had an adverse impact on particular groups already
using our services. The strategy explains that we will now base our actions
on the needs of different groups and clear evidence. Annex A (_Reaching Out')
explains how we will not target, but work with focus groups to identify needs
overtime. We want to reach out to everyone.

12 SUS%AINABILI%Y
12.1 The strategy will contribute to the promotion of learning and inspiring
people about all aspects of sustainability.


Author/Post Bharat Nair, Head of Plans and Communications Date Written 28th
October 2011.




".3 What is oraI business communication? ExpIain its benefits to the
organization and to the individuaI empIoyee.
A.3 According to a 2005 study published in the Journal of Employment Counseling,
oral communication skills are being increasingly sought after by employers.
When surveying over 100 successful businesses, researchers found that more
and more employers are emphasizing the development of good speaking skills in
their employees. With this in mind, the concept of oral communication is an
important idea to study and understand in the context of business.
Presentations:
One form of oral communication in a business setting is a presentation.
Presentations are usually an organized conveyance of information to a group
of people. Stylistically, they tend to be far more formal than informal, and rely more
heavily on data and facts than they do analysis.
Presentations are sometimes more persuasive in nature, like a pitch for an ad
campaign, but tend to be informative more often, such as an employee briefing or
are port on quarterly earnings. Presentations may include some dialog after the
sender of the message has finished their speech, but they are, by and large,
much more monologue reliant. This makes it important for the speaker
to anticipate possible objections to the message and address them in the actual
speech.
CIient Interaction:
Another form of oral communication in business encompasses interaction with
clients. Depending on the level of connection between the employee and the
client, the communication in these interactions can range from incredibly formal
to informal and casual. These interactions usually include a combination of data
and analysis, and will be more persuasive than informative in nature, as the
employee is trying to encourage continued and expanded business with
the client. Because of the nature of these interactions, the communication is
definitely a dialog, making listening skills incredibly important.
Interoffice Interaction:
Oral communication in the office can be referred to as interoffice interaction. This
is comprised of conversations with superiors, subordinates and co-workers.
Depending on the levels of power separation between the individuals engaging in
conversation, the communication will fluctuate between formal and informal,
though it should always remain professional. Conversations in this context may
reference data, but will be much more analysis heavy, and will be dialog by
nature.
Benefits:
Oral communication in business provides a variety of benefits. First, oral
communication is accompanied by nonverbal signifiers, which provides context
that can enhance understanding in the communication process. Posture, facial
expressions, and habitual movements may provide clues as to an individual's
feelings about the ideas being discussed. Even in telephone conversations, pitch,
rate, volume and tone of the respective speakers can help
in understanding sentiments. Oral communication also provides a springboard for
relational development. Unlike with email, memos and chat functions, which tend
to take a task-oriented approach to communication, the immediacy involved in
oral communication allows for instant feedback and a more relational approach.
This is important, as strong relationships in business often lead to more profitable
and productive cooperation.


".4. Give short notes on communication network in the organisation?
A.4 A Communication Network refers to how information flows within the
organization. nformation within an organization generally flows through a
system, rather than being a free flow. This means that the flow of information is
managed, regulated and structured.

Communication network may be formal or informal.

FormaI Communication Network A Formal communication network is one which is
created by management and described with the help of organizational chart.
An organizational chart specified the hierarchy and the reporting system in the
organization. Therefore, in a formal network, information is passed on only
through official channel such as memos, bulletins and intranet.


















































". 5 What are the different types of business Ietters? ExpIain with
exampIe.
A.5 Business letter is an old form of official correspondence. A business
letter is written by an individual to an organization or an organization to
another organization. Business letters are written for various purposes.
One writes a letter to enquire information, apply for a job, acknowledge
someone's work, and appreciate one's job done, etc. As the motive of
writing the letter is different, the style of the letter changes and you get
different types of business letters. The various types of business letters
are used by different people to serve their purpose of sending the
message across.

Let's take Iook at the most common types of business Ietters:
AcknowIedgement Letter: This type of letter is written when you want to
acknowledge someone for his help or support when you were in trouble. The
letter can be used to just say thanks for something you have received from
someone, which is of great help to you.

ApoIogy Letter: An apology letter is written for a failure in delivering the desired
results. f the person has taken up a task and he fails to meet the target then he
apologizes and asks for an opportunity to improve in this type of letter.

Appreciation Letter: An appreciation letter is written to appreciate some one's
work in the organization. This type of letter is written by a superior to his junior.
An organization can also write an appreciation letter to other organization,
thanking the client for doing business with them.

CompIaint Letter: A complaint letter is written to show one that an error has
occurred and that needs to be corrected as soon as possible. The letter can be
used as a document that was used for warning the reader.

Inquiry Letter: The letter of inquiry is written to inquire about a product or
service. f you have ordered a product and yet not received it then you can write
a letter to inquire when you will be receiving it.

Order Letter: This letter is as the name suggests is used for ordering products.
This letter can be used as a legal document to show the transaction between the
customer and vendor.

Letter of Recommendation: This type of letter is written to recommend a
person for a job position. The letter states the positive aspects of the applicant's
personality and how he/she would be an asset for the organization. Letter
of recommendation is even used for promoting a person in the organization.








".6 Prepare your resume highIighting your personaI achievements, job
experience if any and educationaI background. AIso prepare a cover Ietter
to the organisation where you want to appIy and the position to be appIied
for.