BA 7108 WRITTEN COMMUNICATION MAILAM ENGINEERING COLLEGE

MAILAM ENGINEERING COLLEGE

Mailam, Tindivanam Tk., Villupuram Dt. – 604 304.
(Approved by AICTE, New Delhi, Affiliated to Anna University Chennai,
& Accredited by TATA Consultancy Services (TCS)

DEPARTMENT OF MANAGEMENT STUDIES

BA 7108 WRITTEN COMMUNICATION

Course: MBA
Year/ Sec: I / A & B
No. of pages: 12

SYLLABUS
UNIT I PERSONAL COMMUNICATION
Journal writing, mails/emails, SMS, greeting cards, situation based – accepting/declining invitations,
congratulating, consoling, conveying information.

UPDATED QUESTIONS:

PART A: Q. NO.5 PG NO. 2 JAN 2014,

Q.NO.15, PG NO. 3 JAN2014
Q. NO. 38, PG NO 6, MAY/JUNE 2014
Q. NO. 39, PG NO. 6, MAY/JUNE 2014
PART B : Q.NO. 4 PG. NO. 12 JAN 2014,
Q. NO 6, PF NO. 13 JAN 2014
Q. NO. 10, PG NO. 11, MAY/JUNE 2014
Q. NO. 11, PG NO. 11, MAY/JUNE 2014

REFERENCE BOOKS:

1. Lesikar, Pettit, and Flatley . 2009. Lesikar’s Basic BusinessCommunication. 11th ed. Tata McGraw-
Hill, New Delhi.
2. Sharan J Gerson, and Steven M Gerson. 2008. Technical Writing: Process and Product.
Pearson Education, New Delhi.

PREPARED BY:

E. Aartheeswari, AP/DOMS
A. Anitha, AP/DOMS

Verified by: Verified by:

HOD PRINCIPAL

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 BA 7108 WRITTEN COMMUNICATION MAILAM ENGINEERING COLLEGE

PART-A

1.What is communication?
Communication is the process of exchange of facts, ideas, opinions and thoughts from one person to
another.

2. What is written communication?

Writing signs and symbols are used to communicate is called as written communication.

3. Define personal communication.

Personal communication is the exchange of information and feelings in which human beings engage
whenever they come together.

4. Write down the importance / uses / benefits / advantages / merits / objectives of personal
communication.
Importance of personal communication:
 It affects employees’ attitudes
 It enhances internal and external business activities
 It creates a personal remark about a person
 It makes business more personal

5. What is journal writing? JAN 2014

 Journal writing is an informal and casual writing.
 It is a means for recording personal thoughts, daily experiences, and evolving insights.

6. What are the formats of journal writing?

 Freestyle journaling – Record our thoughts freely in a blank notebook . Eg: Diary
 Structured or guided format journaling- Record our thoughts, information or ideas within a
filled-in-the blank type notebook. Eg: Autograph in memorabilia.

7. What are the types of journals?

Creative journal Personal writing journal or dairy
Gratitude journal Memory book
Scrap book Prayer journal
Travel journal Sketch book
Family journal Recipe journal

8. What are the benefits of journal writing?

 Stress reduction
 Feels personal growth and development
 Problem solving
 Critical thinking develops
 Overcoming writing blocks

9. What is an e-mail?
E-mail is electronic mail in which a message is sent via internet through unique e-mail id.

10. State the advantages / benefits /merits of e-mail.

 E-mail eliminates ‘telephone tag’
 It saves time
 It speeds up the business process

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 It is cheap
 It provides as a written record

11. What are the disadvantages of e-mail?

 E-mail is not confidential
 It does not carry the sender’s emotions
 It may be ignored or delayed

12. List out the prefatory elements of e-mail.

 To:
 Cc:
 Bcc:
 Subject:
 Attachment
 Message
 Send

13. Write a short note on the language of e-mail.

 Paragraphs should be short, crisp and focused
 Use short and simple sentences
 Use active voice in writing
 Don’t use jargons and slangs
 Adapt ‘you-attitude’
 Be sure with grammar, spelling and punctuation
 Be gender sensitive

14. What do you mean by SMS?

SMS means Short Message Service.
It refers to message that are text-only and limited to 160 characters or less.

15. State the features of SMS. (JAN 2014)

 SMS is used to a limited of 160 characters or less
 As the characters are limited, we can use short form of spellings
 There is no strict rule for spellings, grammar and punctuation

16. List out the applications of SMS.

 Banking
 Business
 Social Aspect
 Spiritual Aspect

17. What are the benefits of SMS?

 Saves time
 Use in many fields like business, banking, etc
 Relationships are in contact with us

18. Write the disadvantages of SMS.

 Blackmail messages may be received or sent
 Bad formal writing develops in professional writing also
 Possibility of spelling and grammar mistakes
19. Write a short note on the language of SMS.

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 Acronyms are used

 Reduction and shortening of spelling
 Logograms and pictograms are used
 No capitalization of words are used
 No standard spelling
 A single digit may replace the meaning of a word Eg: 4 – for

20. Why the language of SMS is used?

 For our convenience
 To save time
 To send more information
 Because a single SMS can be sent upto 160 characters

21. What is a greeting card?

A greeting card is an illustrated, folded card featuring an expression of friendship or other sentiment.

22. What is a greeting?

A greeting is conveying wishes to other persons on some occasions.

23. What are the occasions in which a greeting card can be sent?
 Birthday
 Wedding ceremony
 Wedding anniversaries
 Festivals
 New year
 To convey thanks
 Mother’s day
 Teacher’s day, etc.

24. What are the types of greeting cards?

 Photo greeting card
 Standard greeting card
 Pop-up greeting card
 Musical greeting card
 Electronic greeting card

25. What are the ways /means by which a greeting can be sent?
 By sending greeting card
 By SMS
 By e-mails
 By circular
 Through notice board
 By face-to-face communication
 E-cards

26. State a few advantages of sending greetings to others?

 Feel of personal touch
 Improves loyalty
 Shows our interest and care towards the person
27. What is an invitation?
An invitation is inviting a person to some occasion.

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28. What are the types of business communication?

Business Communication can be of two types:
1. Oral Communication - An oral communication can be formal or informal. Generally business
communication is a formal means of communication, like : meetings, interviews, group
discussion, speeches etc. An example of Informal business communication would be -
Grapevine.
2. Written Communication - Written means of business communication includes - agenda,
reports, manuals etc.

29. What are the advantages of written communication?

Written communication helps in laying down apparent principles, policies and rules for
running of an organization.
It is a permanent means of communication. Thus, it is useful where record maintenance is
required.
It assists in proper delegation of responsibilities. While in case of oral communication, it is
impossible to fix and delegate responsibilities on the grounds of speech as it can be taken
back by the speaker or he may refuse to acknowledge.
Written communication is more precise and explicit.
Effective written communication develops and enhances an organization’s image.
It provides ready records and references.
Legal defenses can depend upon written communication as it provides valid records.

30. What are the disadvantages of written communication?

Written communication does not save upon the costs. It costs huge in terms of stationery and
the manpower employed in writing/typing and delivering letters.
Also, if the receivers of the written message are separated by distance and if they need to clear
their doubts, the response is not spontaneous.
Written communication is time-consuming as the feedback is not immediate. The encoding and
sending of message takes time.
Effective written communication requires great skills and competencies in language and
vocabulary use. Poor writing skills and quality have a negative impact on organization’s
reputation.
Too much paper work and e-mails burden is involved.
31. What are the kinds of invitation?
Personal invitation Official invitation
Birthday parties to attend meetings
Week end parties to give a speech
Wedding ceremony to present a seminar
House warming ceremony to attend a conference

32. How will you respond to an invitation? / What are the responses to an invitation?
 Accepting an invitation
 Declining the invitation

33. What is an acceptance letter?

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When you are accepting an invitation, it is necessary to respond to the host in this regard is called as
acceptance letter.

34. What is meant by declining letter?

When you are refusing or rejecting an invitation, it is necessary to respond to the host in this regard
is called as declining letter.

35. When will you write a congratulating letter?

 Higher studies
 Wedding ceremony
 Birth of a new baby
 Getting a job
 Promotion at the workplace
 Awarding a degree
 Achieving the target

36. What are the reasons to write a consoling letter?

 Accidents
 Injury
 Illness
 Death of their close ones
 Business loss

37. List out the categories of messages conveyed?

 Good news
 Neutral news
 Bad news

38. What care should you take when you write a letter declining an invitation? May/June 2014
When you are not able to accept the invitation, you need to decline reason for not accepting the
invitation and regret for the same.

39. What is the essence of a consoling message? May/June 2014

When writing a consoling letter, we should write;
 When the bad news is heard
 Console him with positive words
 Feel for the incident
 Offer your help
 Show your true sympathy

PART-B
1. Explain the types of journals.
Learning Journals. A learning journal typically is a hand written in a notebook or on a pad of paper
as a means for recording thoughts, reflections, feelings, personal opinions, and even hopes or fears
during an educational experience.
Diaries. A diary is typically a notebook, booklet of blank pages, or any source for students to record
thoughts, reactions to learning experiences, and even innermost fears about a learning activity.
Dream Book or Log. Many people are interested for personal or psychological reasons in recording
and/or interpreting their dreams. This usually involves keeping a recording device (such as a tablet,
notebook, and even tape recorder) on a nightstand to be used upon wakening for recording the
dream experience before it has faded from conscious memory.

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Autobiographies, Life Stories, and Memoirs. Autobiographies, life stories, and memoirs can reveal
the heart and soul of human existence. Autobiography focuses on self-assessment, life stories
typically assess someone else's life but can be used personally, and memoirs take a more informal
approach to telling a life story. All three approaches present an account of someone’s life.
Spiritual Journals. A spiritual journal usually is somewhat different than a regular journal or diary. It
normally involves recording personal reactions to spiritual or religious matters
Professional Journals. Journals also can have a very specific purpose in mind. For example, asking a
student to keep a professional growth and development journal can be very important, especially as
they near completion of a degree program.
Interactive Reading Log. The interactive reading log provides a mechanism for a student to critically
reflect on information as it is read. It is essentially a series of reactions or responses to those
elements in any material being read that is particularly meaningful or provocative.
Theory Log. The assumption serving as a basis for this activity is that each student taking a graduate
course will need to learn to think and critically reflect on corresponding terminology, theory, and
knowledge.
Electronic Journaling. Because of the growing use of computer technology and distance education in
various forms, many students are choosing to record their insights or reflections in some electronic
form. In essence, any of the previously described journaling techniques can be carried out fully or
partially in an electronic form.
Scrapbook – A scrapbook is a great type of journal for pasting important memorabilia like photos,
concert ticket stubs, airline tickets, brochures, special cards, postcards, sketches, newspaper
clippings – the possibilities are endless. You can use a large blank book, photo album or special
memory book or scrapbook.
Travel Journal - A travel journal is the perfect place to record all of the memorable details of your
voyages to places both near and far. Use a travel journal to not only write down the exciting details
of your trip, but as a place to store brochures, airline tickets, and other great memorabilia gathered
from your travels.

2. Explain the etiquette of e-mail.

Be informal, not sloppy. Your colleagues may use commonly accepted abbreviations in e-mail, but
when communicating with external customers, everyone should follow standard writing protocol.
Your e-mail message reflects you and your company, so traditional spelling, grammar, and
punctuation rules apply.
Keep messages brief and to the point. Just because your writing is grammatically correct does not
mean that it has to be long. Nothing is more frustrating than wading through an e-mail message that
is twice as long as necessary. Concentrate on one subject per message whenever possible.
Use sentence case. USING ALL CAPITAL LETTERS LOOKS AS IF YOU'RE SHOUTING. Using all lowercase
letters looks lazy. For emphasis, use asterisks or bold formatting to emphasize important words. Do
not, however, use a lot of colors or graphics embedded in your message, because not everyone uses
an e-mail program that can display them.
Use the blind copy and courtesy copy appropriately. Don't use BCC to keep others from seeing who
you copied; it shows confidence when you directly CC anyone receiving a copy. Do use BCC,
however, when sending to a large distribution list, so recipients won't have to see a huge list of
names. Be cautious with your use of CC; overuse simply clutters inboxes. Copy only people who are
directly involved.
Don't use e-mail as an excuse to avoid personal contact. Don't forget the value of face-to-face or
even voice-to-voice communication. E-mail communication isn't appropriate when sending
confusing or emotional messages. Think of the times you've heard someone in the office indignantly
say, "Well, I sent you e-mail." If you have a problem with someone, speak with that person directly.
Don't use e-mail to avoid an uncomfortable situation or to cover up a mistake.

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Remember that e-mail isn't private. I've seen people fired for using e-mail inappropriately. E-mail is
considered company property and can be retrieved, examined, and used in a court of law. Unless
you are using an encryption device (hardware or software), you should assume that e-mail over the
Internet is not secure. Never put in an e-mail message anything that you wouldn't put on a postcard.
Remember that e-mail can be forwarded, so unintended audiences may see what you've written.
You might also inadvertently send something to the wrong party, so always keep the content
professional to avoid embarrassment.
Be sparing with group e-mail. Send group e-mail only when it's useful to every recipient. Use the
"reply all" button only when compiling results requiring collective input and only if you have
something to add. Recipients get quite annoyed to open an e-mail that says only "Me too!"
Use the subject field to indicate content and purpose. Don't just say, "Hi!" or "From Laura." Agree
on acronyms to use that quickly identify actions. For example, your team could use <AR> to mean
"Action Required" or <MSR> for the Monthly Status Report. It's also a good practice to include the
word "Long" in the subject field, if necessary, so that the recipient knows that the message will take
time to read.
Don't send chain letters, virus warnings, or junk mail. Always check a reputable antivirus Web site
or your IT department before sending out an alarm. If a constant stream of jokes from a friend
annoys you, be honest and ask to be removed from the list. Direct personal e-mail to your home e-
mail account.
Remember that your tone can't be heard in e-mail. Have you ever attempted sarcasm in an e-mail,
and the recipient took it the wrong way? E-mail communication can't convey the nuances of verbal
communication. In an attempt to infer tone of voice, some people use emoticons, but use them
sparingly so that you don't appear unprofessional. Also, don't assume that using a smiley will diffuse
a difficult message.
Use a signature that includes contact information. To ensure that people know who you are,
include a signature that has your contact information, including your mailing address, Web site, and
phone numbers.
Summarize long discussions. Scrolling through pages of replies to understand a discussion is
annoying. Instead of continuing to forward a message string, take a minute to summarize it for your
reader. You could even highlight or quote the relevant passage, then include your response.
Example:
Dear Sir/Madam,
I’ve attached my resume. I would be grateful if you could read it and get back to me at your earliest
convenience. I have all the experience you are looking for:
 I’ve worked in a customer-facing environment for three years
 I am competent with MS office
 I enjoy working as part of a team
Thanks for your time.
Yours faithfully,
Aartheeswari

3. Explain the language of SMS.

SMS stands for Short Message Service technology, referring to messages that are text-only and
limited to 160 characters or less. Traditionally, these are the little text messages we send and receive
via our mobile phones. However, since each mobile phone subscriber is assigned an email address
comprised of the person's number and service provider's gateway (i.e.
[email protected]), SMS messages can also be sent via email. Furthermore, some free
communications services such as Google, Twitter and Skype provide ways to send SMS messages.
Tips for Writing Effective Business SMS Text Messages
SMS Texting for Business use is still pretty new in the UK with not many companies sending SMS Text
messages to their customers, suppliers or general contacts.

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Target your Message

To get the best response rate target, target, target! Find who you want to contact, and then target
them using the language they use and with solutions / offers they would want to recieve.
Timing
As most people have their phone with them over 90% of the day, timing is not much of an issue.
However, it has being found that if you are sending business text messages is mid to late afternoon.
Dnt Use Txt Speak!
Always remember you are sending a business marketing message. U wudnt rite txt spk on ur website
wud u? So don't do it because it is a text message.
Keep it Clear & Simple!
The easier you keep the message the more likely your contacts are to respond. You only have 160
characters to get your message across, so keep it to one simple single offer or news with a clear call
to action.
Be Complete
Ensure you include everything you want, as well as full instructions on what the reciever needs to
do. If they have to call ensure you give the phone number. If they need to keep and show the text,
tell them.
Use a friendly name your Customers will recognise.
When you begin to send business sms text marketing messages you will be able to choose a friendly
name. This friendly name will be shown on your contacts mobile phone when they recieve the text
message.
Grab Attention Straight Away
Just like any other peice of marketing, try to grab attention straight away. Start your message with
the word NEWS, OFFER or any of those other words we all like to see. This is the part of the message
that will also show if the reciever has text preview on their mobile phone and will entince them
more to open the SMS text message.
Test, Revise, Test, Revise and Test Again
Mobile is no different than any other marketing communication method you would use in your
Business. Always send a test message to your own mobile phone first as this will give you a chance to
see it on the small screen. However, after that test also keep testing and revising the messages you
send to your contacts. Each time change a small aspect of the SMS message and test if it gets a
better response.
Example: Brng ur written comn.txt book 2morrow, pls. Don’t 4get.

4. Draft a journal entry about an experience of meeting a child trying to support her family
with after school work in the beach or any other place. JAN 2014
18.5.14
9.00 pm
SUPPORT OF A CHILD TO HER FAMILY AT THE BEACH
Today evening, I went to the Pondicherry beach with my friends to enjoy my holiday. There I saw a
wonderful scene that was really a great thing to my eyes. I was sitting on the sea shore stone and
enjoying the sea waves. On that way, many people wandering here and there to sell their products
like mango pieces, sundal, balloons, dolls, drums, small flutes, bajji & bonda, tea & coffee. Many
sellers came near by the people and offer their things to purchase. In that time, I saw a small girl,
may be around 8 years with charming face, wearing her school uniform and with one loosened plat
and another with tight ribbon came with sundal bucket and asked me to buy it. She marketed her
things with her sweet voice and spicy words. I bought 3 pockets of sundal from the tiny tot. When I
enquired her about her family, she told that her mother and grandma prepared so many variety of
sundals daily and give to her papa to sell in the beach. Her father went in another direction. She
goes to another direction to get double earnings at the short time. I wondered by her lovely speech
and her talent. I wish to go the beach often to see the pretty girl.

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 BA 7108 WRITTEN COMMUNICATION MAILAM ENGINEERING COLLEGE

Signature

5. Write a thanks letter for an invitation.

Dear Sir,
I am very happy on receiving your invitation to attend the shareholders meeting on 31 st May 2014 at
Hotel Rivera, Chennai. I am also interested to attend this meeting. Is there any condition to bring
the share certificates to the meeting? I will be there at 4 pm for the meeting.
Yours sincerely,
M. Kumar

6. Write a personal letter of congratulation to a friend who got admission to an MBA

programme in a prestigious college. JAN 2014

15.5.14
Sangeetha, E.
316, ThanthaiPeriyar Nagar,
Villupuram.

Dear friend,
Well and wish to hear the same from you.
I heard last evening that you have got admission in MBA programme in a prestigious college as your
desire. Its all by your hard work in getting a good score in TANCET. My heartiest congratulation to
you. My best wishes for your future to become university rank holder and to be placed in a reputed
company.
Convey my regards to your parents.
Yours friend,
Sangi
Address on the envelope:
Ms. Gayathri,
17, Anna Salai,
Tennur, Trichy-17.

7. Draft an invitation letter to attend a shareholders meeting in your company.

Dear Sir,
I am very happy in inviting you to the 15 th shareholders meeting of our company in Hotel Rivera,
Chennai on 31st May 2014 at 4 pm. We would like to discuss on the following topics:
 Declaration of dividend
 Appointment of new auditor
 Issue of bonus shares
I expect your esteemed presence in the meeting.
Thanking you,
Yours truly,
S. Raj
For Daisy Dreams Pvt. Ltd.,

8. Draft a declining letter for an invitation.

Dear sir,
I would like to thank you on remembering me to attend this function as a special guest. I am also
interested to attend such a function. But I have an important appointment on company affairs at

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Mumbai on that day. I really felt sorry for my refusal. I wish the function to be held in a grand
manner.
Yours truly,
Ganesh.

9. Draft a consoling letter to your friend for his loss in business.

Dear Mr. Raju,
I heard that your godown has met with a fire accident last evening and also you faced a heavy
material loss. In this situation, you should not loose your courage and confidence. Apply and claim
insurance. I am ready to help you at any time. Please don’t hesitate to call me at any emergency.
Yours friendly,
Karthik

10. Prepare a greeting card for your friend on the occasion of the new year. May/June 2014
Dear Geetha,
Wishing you a very happy and prosperous new year.
May this year brings you joy and happiness by fulfilling your dreams.
Yours friendly,
Signature.

11. Write a letter of invitation to a friend requesting him/her to attend a family function.
May/June 2014.
Dear Hari,
Well and wish to hear the same from you. You know that we are constructing our new house in
Villupuram. I am so pleased in inviting you for the house-warming ceremony on 20.07.2014, at 316,
Thanthai Periyar Nagar, Villupuram. I am expecting you with your family on this happiest occasion.
We can meet our friends after a long gap on this day.
Yours truly,
Signature

QUESTION BANK
PART-A
1. What is communication?
2. What are the types of communication?
3. What is written communication?
4. What are the c’s of written communication?
5. What is journal writing? Jan 2014
6. What are the types of journals?
7. What is e-mail?
8. What is SMS?
9. What are the features of SMS? Jan 2014
10. What is a greeting card?
11. What are the types of greeting cards?
12. What is an acceptance letter for an invitation?
13. What is a declining letter for an invitation?
14. What is a consoling letter?
15. What is a congratulating letter?
16. What care should you take when you write a letter declining an invitation? May/June 2014
17. What is the essence of a consoling message? May/June 2014
PART B

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1. Write a journal note for a tour.

2. Explain the e-mail etiquette.
3. How a SMS can be framed and sent?
4. Write a greeting message to your teacher in a teacher’s day.
5. Draft an acceptance letter for a marriage invitation.
6. Write a decline letter for a birthday party.
7. How will you console your friend if she met with an accident? Write a consoling letter?
8. Draft a letter to your brother who won a gold medal in state level football match?
9. Prepare a greeting card for your friend on the occasion of the new year. May/June 2014
10. Write a letter of invitation to a friend requesting him/her to attend a family function.
May/June 2014.
11. Write a personal letter of congratulation to a friend who got admission to an MBA
programme in a prestigious college. JAN 2014
12. Draft a journal entry about an experience of meeting a child trying to support her family with
after school work in the beach or any other place. JAN 2014

EXERCISES:
1. Write a journal for the topic ‘Future generation in India’.
2. Draft an acceptance letter for the invitation you received to attend a shareholder’s meeting.
3. Write a declining letter to your colleague as he is inviting you to participate in his send-off party
because he got a new job in abroad.
4. Draft a message to your employee by appreciating him for his innovation of a new technique in
producing a product.

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