UG- SKILL DEVELOPMENT COURSE

BUSINESS COMMUNICATION
 UG- SKILL DEVELOPMENT COURSE
BUSINESS COMMUNICATION
(w.e.f. 2020-2021 A.Y.)

Learning Outcomes:
After successful completion of this course, students will be able to;
Understand the types of business communication and correspondence
Comprehend the processes like receiving, filing and replying
Acquire knowledge in preparing good business communications
Acquaint with organizational communication requirements and presentations.

UNIT I: (06hrs)

Introduction and Importance of communication an overview - meaning and process of

communication - organizational communication and its barriers.

UNIT II: (10hrs)

Types of Business Communications –Categories, methods and formats - Business vocabulary

- Business idioms and collocations – Organisational Hierarchy - Various levels of
communication in an organization – Top-down, Bottom-up and Horizontal-Business reports,
presentations– Online communications.

UNIT III: (10hrs)

Receiving business communications -Filing and processing -Sending replies. Routine cycle of
communications – Writing Communications - Characteristics of a good business
communication - Preparation of business meeting agenda – agenda notes - minutes –
circulation of minutes – Presentations of communication using various methods.

Recommended Co-curricular Activities (04hrs):

1. Collection of various model business letters

2. Invited lecture/field level training by a local expert
3. Reading of various business reports and minutes and its analysis
4. Presentations of reports, charts etc.
5. Assignments, Group discussion, field visit etc.
Introduction

Communication is a topic that people assume they know a great deal about,
particularly because they interact with many individuals on a daily basis via multiple
channels—face-to-face conversations, phone, and email, for example. Yet there is
much more to the discipline of Communication than many realize.

Effective communication skills are not generic personality traits automatically

attained from the home environment; rather, they are tools that require training and
practice in suitable contexts to help individuals build communication competence for
the workplace, which isthe driving force of success in business.

A well-rounded business communication course can help students understand the

power of visual communication, interpret business visuals, and make intelligent
design choices in their own documents and presentations. Developing a compelling
personal brand.Business communication is a vast career option for those people who
are interested in interpersonal communication between public and the
organisation.This field also includes planning campaigns, promoting someone's public
persona creating commercials for ads promoting service or products. They can also
find work in creating training books, complex material and this occasion of
information. They also produce news, write reports and articles around the world and
should be working for a profitable and non profitable organisation.

Business communication course offered under life skill and skill developent syllabus
is a wonderful opportunity to students.It introduces the basic concepts of Business
communciation and makes learners ready for the numerous opportunities demanding
good communication skills at organisation level.The course unfolds the process of
each individual learning to fit himself to the requirements and differents contexts in
the work place creating a niche as an employee.

All the best to Learners……………….

UNIT-1

Q.1 What is communication and explain the process ,importance of

communication?

Communication is fundamental to the existence and survival of humans as well as to

an organization. It is a process of creating and sharing ideas, information, views, facts,
feelings, etc. among the people to reach a common understanding. The word
Communication is derived from the Latin word ―Communicare, which means to
share‘. No living being in the universe can be alive without communication.

There are many definitions for the term communication. In the words of T.S.
Matthews,
―Communication is something so simple and difficult that we can never put it in
simple words‖.

Definitions that are used very often to describe the communication to the maximum
extend are given below.

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

persons”. - Newman and Summer.

Communication could be understood as ―the exchange of information, ideas, and

knowledge between sender and receiver through an accepted code of symbols.

Communications is a continuous process which mainly involves three elements viz.

sender, message, and receiver. The elements involved in the communication process
are explained below in detail:

1. Sender

The sender or the communicator generates the message and conveys it to the receiver.
He is the source and the one who starts the communication

2. Message
It is the idea, information, view, fact, feeling, etc. that is generated by the sender and
is then intended to be communicated further.

3. Encoding

The message generated by the sender is encoded symbolically such as in the form of
words, pictures, gestures, etc. before it is being conveyed.

4. Media

It is the manner in which the encoded message is transmitted. The message may be
transmitted orally or in writing. The medium of communication includes telephone,
internet, post, fax, e-mail, etc. The choice of medium is decided by the sender.

5. Decoding

It is the process of converting the symbols encoded by the sender. After decoding the
message is received by the receiver.

6. Receiver

He is the person who is last in the chain and for whom the message was sent by the
sender. Once the receiver receives the message and understands it in proper
perspective and acts according to the message, only then the purpose of
communication is successful.

7. Feedback

Once the receiver confirms to the sender that he has received the message and
understood it, the process of communication is complete.

8. Noise

It refers to any obstruction that is caused by the sender, message or receiver during the
process of communication. For example, bad telephone connection, faulty encoding,
faulty decoding, inattentive receiver, poor understanding of message due to prejudice
or inappropriate gestures, etc.
In an organisation communication facilitates the flow of information and
understanding between different people and departments through different media
using all the channels and networks.

The following points can illustrate the importance of communication:

1. Base for Action:

Communication acts as a base for any action. Starting of any activity begins with
communication which brings information necessary to begin with.

2. Planning Becomes Easy:

Communication facilitates planning. Planning is made easy by communication. Any

type of information regarding the human resource requirement of each department of
the organisation with their qualifications, the type and kinds of job etc. can be
collected through communication which helps in human resource planning. Policies
and programmes for their acquisition can be prepared and implemented. In the entire
process communication plays a vital role, it also facilitates managerial planning of the
organisation.

3. Means of Coordination:

Communication is an important tool for coordinating the efforts of various people at

work in the organisation.

4. Aids in Decision-Making:
The information collected through communication aids in decision-making.
Communication facilitates access to the vital information required to take decisions.

5. Provides Effective Leadership:

A communication skill brings manager near to his subordinates and exchange ideas
and submits appropriate proposals, knows their opinions, seeks advices and make
decisions. This enables a manager to win confidence of his subordinates through
constantly communicating with them and removing probable misunderstandings. In
this way he leads his people to accomplish the organisational goal.

6. Boosts Morale and Motivation:

An effective communication system instills confidence among subordinates and

workers ensuring change in their attitude and behaviour. The main cause of conflict
and dissatisfaction is misunderstanding which can be removed through
communication skills. The removal of misunderstanding makes manager and his
subordinates understand each other and create good industrial relations. This boosts
up the morale of the people and motivates them to work harder.

Qn.2 Write a note on Principles ogf communication.

Principles of communication are the essentials that make the communication
effective. Communicators should follow the principles normally referred as 7C‘s of
effective communication to improve the effectiveness of communication. Those are
Clarity,Completeness,Conciseness,Consideration,Courtesy,Correctness,Confidence.

1. Clarity
Clarity is required to make communication understandable. Clarity in communication
is attained if the idea and expression are clear.
Clear idea: Clear idea in the mind of the sender about the messages is a prerequisite
as idea is the foundation for communication.
Clarity in expression: Unclear coding and thereby the expression may lead to
misinterpretation. So, the verbal and the non-verbal forms of communication should
be rightly selected while encoding the messages. Clarity in expression may be
improved with Simple words, Concrete expression, Usage of definite terms than
generalized statements, Placement of words in right positions, Minimized jargons,
Avoidance of ambiguity, Usage of correct punctuation and the like.

2. COMPLETENESS:Incomplete information may lead to wrong decisions. It

further restricts the receiver from understanding the message clearly. If there are gaps,
it will leave the reader dissatisfied; it will not be of effective communication.A
complete message may give answers to questions like Who, What, Where, When,
Why, Whom, How, etc.

3. CONCISENESS
Communication should be done with few words, as far as possible. Unnecessary
explanations or facts may distract the objective of communication. Communication
should be as brief as possible. However, brevity need not be implemented at the cost
of appropriateness, clarity, correctness, completeness or courtesy. The following may
help in achieving proper brevity.
i. Check and avoid unnecessary information
ii. Avoid repeated explanation.
iii. Organize your message well with all necessary information

4. CONSIDERATION
Consideration for the receiver increases the interest of the receiver to understand the
message. This can be done using ‗You-attitude‘. You-attitude: It is the tendency of
the human beings to listen to the information if he / she are given some importance in
the communication. While opposing the views of the receiver one should be careful
that it does not affect the receiver‘s feelings. For example, Instead of the words
―You are wrong‖, use ―Thank you for your valuable suggestion, but we can discuss
some other points too.

5. COURTESY
Everyone should be given due respect. Communication should make others to feel
friendly while receiving the message. This may be attained by the following.
a. Always respond to the previous communication
b. Appreciate good things in everyone
c. Thank everyone whenever possible
d. Feel sorry for your faults
e. Avoid unpleasant words
f. Avoid demanding words

6. CORRECTNESS
Incorrect communication may deviate the basic purpose of communication.
Correctness can be attained by proving correct facts, by sending the message at the
correct time, in the correct style, and in appropriate language without grammatical
error.

7. CONFIDENCE
Communication with confident tone will reach the receiver effectively. The confident
tone will also keep the attention of the receiver to the message and increases
believability. Developing confidence on the messages from the sender may increase
the effectiveness.

Q.3 What is organisational communication and explain its importance?

Organizational communication is the exchange of information, ideas, and

views within and outside the organization. Organizational communication
indicates communication not only in business but also in hospitals, churches,
government agencies, military organization, and academic institutions. Every
organization whether business or non-business has some specific goals and
stakeholders. Attainment of those goals depends on successful communication
with the respective stakeholder groups.

According to Goldhaber: “organizational communication is defined

as the flow of messages within a network of interdependent
relationships.”

William Scott defined: “organizational communication is a process

which involves the transmission and accurate replication of ideas
ensured by feedback for the purpose of eliciting actions which will
accomplish organizational goals.”
Organizational communication helps us to
1) accomplish tasks relating to specific roles and responsibilities of sales, services,
and production.
2) acclimate to changes through individual and organizational creativity and
adaptation.
3) complete tasks through the maintenance of policy, procedures, or regulations that
support daily and continuous operations.
4) develop relationships where “human messages are directed at people within the
organization-their attitudes, morale, satisfaction, and fulfillment” (Goldhaber 20);
5) coordinate, plan, and control the operations of the organization through
management.

Organizational communication is how organizations represent, present, and constitute

their organizational climate and culture—the attitudes, values and goals that
characterize the organization and its members.

The importance of communication in an organization can be summarized as

follows:

1. Communication promotes motivation by informing and clarifying the

employees about the task to be done, the manner they are performing the task,
and how to improve their performance if it is not up to the mark.
2. Communication is a source of information to the organizational members for
decision-making process as it helps identifying and assessing alternative
course of actions.
3. Communication also plays a crucial role in altering individual’s attitudes,
i.e., a well informed individual will have better attitude than a less-informed
individual. Organizational magazines, journals, meetings and various other
forms of oral and written communication help in molding employee’s
attitudes.
4. Communication also helps in socializing. One cannot survive without
communication.
5. Communication also assists in controlling process. It helps controlling
organizational member’s behavior in various ways. There are various levels of
 hierarchy and certain principles and guidelines that employees must follow in
an organization. They must comply with organizational policies, perform their
job role efficiently and communicate any work problem and grievance to their
superiors. Thus, communication helps in controlling function of management.

Q.4 Write an essay on the objective of communication in an organization?

The main objective of all communications in an organization is the general welfare of
the organization. Effective communication is needed at all stages in order to ensure
this welfare. At the planning stage, information is needed on the various aspects of the
enterprise, the feasibility of the project being undertaken, finances involved,
manpower required, marketing conditions, publicity campaigns, etc. At the execution
stage, orders are issued to the employees to start work, the workers associated with
the project are constantly motivated and kept involved, a sense of discipline is
cultivated among them and their morale is kept high. All this requires constant two-
way communication between the managers and the employees. Then at the
assessment stage, the manager is again required to communicate with various sources,
both internal and external, to assess the success of the project, and if a need is felt, to
envisage modifications in the future plans. In view of this elaborate and complex
commercial structure, communication can be used for any or more of the following
objectives:
• Information
• Education
• Advice
• Warning
• Order
• Raising morale
• Suggestion
• Motivation
• Persuasion

Information
Passing or receiving information about a particular fact or circumstance is one of the
most important objectives of communication. It can be done either through spoken or
written language or by using any other system of signs or signals. Managers need
complete, accurate and precise information to plan and organize; employees need it to
translate planning into reality.

Advice
Giving advice is another important objective of communication. Information is
always factual and objective. But advice, since it involves personal opinions, is likely
to be subjective. Information is neutral in itself. When it is offered to a person, he may
use it as he likes. But advice is given to him either to influence his opinion or his
behaviour. It may prove helpful, but it may also lead to disaster. Commercial
activities in the modem world have become extremely complex. Each individual
activity needs specialized handling, which cannot be expected from people working
single-handed. However competent a businessman may be, he cannot have specialized
knowledge of all branches like finance, taxation, publicity, engineering, public
relations, etc. If he wants to run his business successfully, he will have to seek expert
advice quite frequently.
While offering advice, the adviser should keep the following points in mind:
1. Advice should be both man-oriented and work-oriented, i.e., it should be related to
a specific piece of work, and should be given in such away that it suits the individual
needs of the recipient.
2. Advice should not be given to a person to make him feel conscious of his inferior
knowledge or skill. If the adviser assumes a patronizing tone, the other person is
bound to recent it. So the adviser ought to be very friendly in his attitude.
3. The only justified motive of giving advice is the betterment of the worker. The
adviser should genuinely feel this motive. And he should give this very feeling to the
worker.
4. If the subordinate staffs are given freedom to react, advice can become a two-way
channel of communication. It may perhaps bring about some excellent suggestions for
the improvement of the organisation’s functioning.

Counselling
Counselling is very similar to giving advice. Only, counsel is objective and
impersonal. The counsellor is a man of greater skill or knowledge on some specific
subject and he offers his counsel without any personal interest or involvement. Advice
has a personal touch about it; counsel is almost professional. Advice is often unsought
and is unwelcome; counsel is eagerly sought.
A number of large business houses now have their counselling departments, which
offer the employees advice on domestic or personal problems.
Order
Order is an authoritative communication. It is a directive to somebody, always a
subordinate, to do something, to modify or alter the course of something he is already
doing, or not to do something. Whatever be the nature and size of an organization,
orders are absolutely necessary for it.
The downward flow of information is dominated by orders.
We can classify orders in various ways:
(a) Written and oral orders
(b) General and specific orders
(c) Procedural and operational orders
(d) Mandatory and discretionary orders
An effective order possesses the following characteristics:
• It must be clear and complete.
• Its execution should be possible.
• It should be given in a friendly way.
Instruction
Instruction is a particular type of order in which the subordinate I not only ordered to
do a job but is also given guidance on how to do it. If the accounts officer asks one of
his clerks to prepare a voucher, he has issued an order. If he shows the clerk how to
prepare a voucher and then asks him to prepare more, he has issued instructions. All
instructions are implied orders, but all orders cannot be instructions.

Suggestion
Suggestion enjoys one great advantage over other means of communication like
advice or order. Advice comes from an expert; order comes from a higher authority.
In either case, the recipient of the communication is slightly conscious of his
inferiority and may resent it. Accepting a suggestion is at his discretion, so a
suggestion is usually welcome.
Suggestion is supposed to be a very mild arid subtle form of communication. Still,
since it flows horizontally or vertically upwards, it may hurt someone’s ego to
recognize its utility and readily accept it. But enlightened executives should set aside
the ridiculous notions of false self-importance and welcome positive, constructive
suggestions with an open mind.

Persuasion
Persuasion is an important objective of communication. It may be defined as an effort
‘to influence the attitudes, feelings, or beliefs of others, or to influence actions based
on those attitudes, feelings, or beliefs’. Buyers have often to be persuaded to buy a
particular article available with the seller in place of the one they actually wanted to
buy. In the office or the factory, the lazy, the incompetent and the disgruntled
workers have to be persuaded to do their work.
It is better to use persuasion than compulsion. But even persuasion seeks to change
beliefs and attitudes, which people do not like at all. So in order to be successful,
persuasion has to be indirect and suggestive.

Education
Education is an import ingredient of the process of communication. It involves both
teaching and learning and extends over considerably long periods. The main purpose
of education is to widen knowledge as well as to improve skills. It is carried on at
three levels: (a) at the management level; (b) at the level of the employees; and (c) at
the level of the outside public.

Warning
If employees do not abide by the norms of the organization, or violate the rules and
regulations, it may become necessary to warn them. Tardiness, negligence, tempering
with the records, mishandling equipment, lack of regularity and punctuality,
gossiping, pilfering office stationery and material, spreading rumours, misleading new
employees are some of the actions that call for a reprimand or a warning. Warning is
a forceful means of communication, for it demands immediate action. But in order to
retain its effectiveness, it should be used sparingly and discreetly.
While issuing warnings, the following points should be kept in mind: Some warnings
are general. ‘No smoking’, ‘No talking’, ‘Beware of the dog’ are general warnings.
They are not aimed at any particular person, nor are they likely to hurt anybody’s
feelings. Such warnings are usually given in the form of notices. They are almost akin
to information.

Raising morale
Morale is the sum of several qualities like courage, fortitude, resolution and
confidence. High morale and efficient performance go hand in hand. It acts as a kind
of lubricant among people, binds them with a sense of togetherness and impels them
to work in cooperation with one another in the best interest of their organization.

Motivation
Motivation energises and activates a person and channelises his behaviour towards the
attainment of desired goals. Motivation and behaviour are intimately related to each
other. In order and persuasion, the communicator enjoys an upper hand. But in
motivation he keeps himself in the background. He does not order his employees to
work; he motivates them so that they work wil1ingly and eagerly. A motivated
worker does not need much supervision. He does his work as if it were
his own, as if his own interests were closely tied up with the successful
performance and completion of the work entrusted to him.

Q.5 What are the Barriers to communication and explain organisational

communication barriers?
The barriers to communication are anything that interferes in the communication
process as a consequence of which the message may not be received by the receiver
as was intended by the sender.
The barriers to business communication may also be defined as obstructions or
blockades or hurdles, stoppages and bottlenecks ineffective system of communication.

Perceptual and Language Differences

Perception is in general how each individual interprets the world around him. People
generally want to receive messages which are significant to them.

Example: A person is on leave for a month due to personal reasons (family member
being critical). The HR Manager may be in confusion whether to retain that employee
or not, the immediate manager might think of substitute because his team’s
productivity is being hampered, the family members might take him as an emotional
hold.

Message filtering

In organizations, some messages are filtered or stopped altogether on their way up or

down in the organizational hierarchy. Filtering may involve deleting or delaying
negative information, or using subtler words so that events sound more favourable.

Managers and supervisors usually filter communication to create a good impression

about themselves

Information Overload

Managers are bordered with a pool of information. It is necessary to control this

information flow else the information is likely to be misinterpreted or forgotten or
overlooked. As a consequence, communication is less effective.

Inattention

At times we just not listen, but only hear

Example: A traveller may pay attention to one “NO PARKING” sign, but if such sign
is put all over the city, he no longer listens to it. Therefore, repetitive messages should
be dismissed for effective communication.

Time Pressures

Frequently in an organization, the targets have to be achieved within a specified time

period, the failure of which has adverse consequences. In a haste to meet deadlines,
the formal channels of communication are shortened, or messages are partially given,
i.e., not completely channelled. Thus ample time should be given for effective
communication.

Emotions
Emotional state at a peculiar point of time also affects communication. If the receiver
feels that communicator is angry he understands that the information being sent is
very bad.

Complexity in Organizational Structure

Greater the power structure in an organization (i.e. more the number of managerial
levels), more are the chances of communication getting lost. Only the people at the
top level can see the overall picture while the people at low level just have knowledge
about their own area and a little knowledge about other areas.

Poor Retention

Human memory cannot function outside a limit. One can’t always retain what is being
told especially if he is not interested or not attentive. This leads to communication
collapse.

Goal conflicts

Sometimes clashes may occur between two individuals on the goals they wish to
achieve. This happens because their interpersonal relationships are not cordial and
hence, even if both wish to achieve the same goal, because of mutual
misunderstandings, they appear to be in a goal conflict. This problem is frequent and
appears between departments within the organization.

 Poor coordination

Poor coordination is a damaging condition to effective communication so that

different parts of the organization are working in isolation and not knowing or
understanding what other parts are doing.

Top executives are out of touch with lower levels, or departments and divisions are so
poorly coordinated that people do not understand how the system works together as a
whole.
UNIT-II

Q.1 What are the categories ,methods,formats in Business Communication?

Communication is an essential element in the success of any business. The process of
transferring information from one person to another, within and outside the business
environment, is termed as ‘Business Communication.’ The term ‘Business
Communication’ is derived from general communication which is associated with
business activities. In other terms, communication between business parties or people
for business-related tasks is considered as ‘Business Communication.’

The different methods and modes of business communication which can be used for
effective communication:

1. Verbal Communication: A way where one person transfer information to another

person of the businesses orally is called as verbal communication. Examples of verbal
communication includes: telephone conversations, discussion in meetings, video
conferencing, etc. These types of business communication have a limitation when
companies are willing for their global presents. This limitation includes: language
barrier, time differences, culture barrier, etc.

2. In-person (Face-to-Face) Business Communication: In-person communication is

the most common and preferred method of business communication. As it is generally
in the form of meetings or conferences which is face to face communication format.
This requires refined in-person skills. This method also includes non-verbal
communication i.e. body language. While having a conversation between two or more
people in business, body language like gestures, facial expression, etc. also play a
vital role in communicating a person’s attitude towards others.
Good listening skills are also an element in better in-person communication. Most of
the business communication includes listening skills to understand fast discussions.

3. Electronic Communication: Various new types of business communication are

developed with the development of technologies. An organization or a business can
create multiple electronic channels to target different geographical markets. Example
of electronic communication includes: social media, online chatting, text and email
communication, websites, blogs, etc.

a.Communication by email system: An e-mail has become the most widely used
communication system in any business. Due to its feature of sending and receiving
mass or multiple messages at a time, email is considered as one of the preferred
methods in business communication. It also increases efficiency as emails can be sent
and responded in fast mode. The conversation through email can be among two or
more than two people and is the best substitute for formal face to face meetings as
discussions can be done in an email System

b. Web conferencing: In the web conferencing method of business communication,

the internet is being used for communication in meetings, conferences, presentations,
seminars, and imparting training. It includes features like sharing of files, screens,
real-time chatting, recording, etc. This can be considered as the most effective way of
interacting with people sitting at different locations. Web conferencing is done by
using the phone (teleconferencing) or video equipment (videoconferencing).
Workplaces also opt for the teleconferencing method of business communication. If
it’s not feasible for people of an organization or business to attend a physical meeting
or conference then communicating through telephone conferencing is an effective
method. This also saves travel expenses as people who often require extensive
traveling for business purposes so they can communicate through teleconference by
sitting in their office.

Videoconferencing is also similar to teleconferencing except in videoconferencing

one can see the people whom to communicate with. This requires video conferencing
equipment that is arranged by the IT department of a business.

4. Written communication: When communication between two or more parties

takes place through writing is called as written communication. In such types of
business communication, receiving party need to acknowledge receipt of message and
also need to respond in specified timeframe. etc.Written business communication is a
formal and detailed form of communication than other methods. Different written
communication tools include formal letters, brochures, posters, etc.

5. Other methods: There are other business communication methods like an instant
messaging system. This technology is easy to use as one can easily connect with
people while working offsite and have conversations without waiting so long.
Q.2 Write an essay on different types of communication
Business Communication refers to the exchange of thoughts, ideas, views and
information among the personnel working in or associated with the organisation.
Communication, i.e. interacting in some or the other way is essential for humans
beings to survive in a social environment.

There are 4 main types of business communication in any organization or business i.e.

1. Internal Business Communication

Internal Business Communication means communication that occurs within the

members of the organization. This communication includes both formal and
informal communication. Also, different departments that transmit communication
by different means to employees come under internal communication. Internal
communication should be effective as it is a vital source of viewing and representing
organizational issues. Effective internal business communication may increase job
satisfaction level, productivity, the efficiency of employees by decreasing their
turnover and grievances and helps in increasing profits.

It is further categorized as internal (upward) communication and internal

(downward) communication.

a. Internal (Upward) Communication: This type of internal communication

involves the bottom to the top management approach. Here, the information flows
from subordinates to managers or any person that is on the upper in the hierarchy
level.
For example, employees of the HR department of an organization prepare an attrition
report and communicate the same to the HR Manager. The attrition report consists of
information on the monthly or annual employee turnover of an organization and
reasons for the same. This helps the HR Manager to understand the cause of attrition
and to take corrective measures on time to reduce employee turnover.

b. Internal (Downward) Communication: In downward communication, the

information flows from the top-level management to the employees in an
organization. This information is related to passing on instructions to subordinates or
employees to do their respective tasks. Downward communication is being used by
managers to communicate different goals, procedures and policies, guidelines,
decisions, instructions, etc. to their subordinates.

The process of downward communication in business includes passing on messages

from the top level to the lower level through the chain of hierarchy. This type of
communication can be in oral or written form. The written form includes different
notices, manuals, news display in electronic form, etc. whereas, the oral form of
downward communication includes different face-to-face conversations, telephonic
communication, meetings, etc.
For example, the top-level management may instruct managers of different
departments on certain new rules and regulations in the work area that need to be
carried out in routine activities of different departments. Like there may be a change
in the office working hours or office timings by the management and the same is
communicated to employees by circular or notice or through the e-mail system.

2.External Business Communication

Communication with people who are external to the organization is known as external
business communication. These people can be customers or shareholders or suppliers
or partners or regulatory bodies, etc.

For example, the purchase department supervisor may communicate with vendors for
purchase quotations of raw-material and similarly, the sales department communicates
with customers for sales of goods or services.

External communication facilitates increasing sales volume, effective operations, an

increase in profits of organization, etc. This ultimately results in increasing corporate
image, goodwill and overall performance of the organization by achieving its goals
and customer satisfaction.

3. Horizontal/Lateral Business Communication

Lateral or horizontal communication is related to communication among co-workers
i.e. either verbal communication or written communication. This may include
inter-departmental communication or communication between cross-departments and
can be between people of the same or similar rank in a company. This is a crucial
communication to achieve the desired results. So, this communication happens among
employees having an equal hierarchy level. To achieve the functional effectiveness of
different organizational units, horizontal or lateral communication is required for
seeking mutual cooperation and mutual help.

For example, the Marketing head of an organization is supposed to communicate

about market trends, customer needs and expectations, product demand scenario, etc.
to a production head for production of products accordingly.

Similarly, the HR manager of an organization works with different department heads

for different functioning like hiring, training needs of employees, performance
appraisals, welfare activities, etc

Q.4 Write a short note on Grapevine communication or Explain what is informal

communciation in an organization and how does it effect the organization?

Grapevine is an informal channel of business communication. It is called so

because it stretches throughout the organization in all directions irrespective
of the authority levels. Man as we know is a social animal. Despite existence
of formal channels in an organization, the informal channels tend to develop
when he interacts with other people in organization. It exists more at lower
levels of organization.
Grapevine generally develops due to various reasons. One of them is that when an
organization is facing recession, the employees sense uncertainty. Also, at times
employees do not have self-confidence due to which they form unions. Sometimes the
managers show preferential treatment and favour some employees giving a segregated
feeling to other employees. Thus, when employees sense a need to exchange their
views, they go for grapevine network as they cannot use the formal channel of
communication in that case. Generally during breaks in cafeteria,the subordinates talk
about their superior’s attitude and behaviour and exchange views with their peers.
They discuss rumours about promotion and transfer of other employees. Thus,
grapevine spreads like fire and it is not easy to trace the cause of such communication
at times.

Examples of Grapevine Network of Communication

1. Suppose the profit amount of a company is known. Rumour is spread that this
much profit is there and on that basis bonus is declared.
2. CEO may be in relation to the Production Manager. They may have friendly
relations with each other.

Pros and Cons of Grapevine Communication

Advantages of Grapevine Communication

1. Grapevine channels carry information rapidly. As soon as an employee gets to

know some confidential information, he becomes inquisitive and passes the
details then to his closest friend who in turn passes it to other. Thus, it spreads
hastily.
2. The managers get to know the reactions of their subordinates on their policies.
Thus, the feedback obtained is quick compared to formal channel of
communication.
3. The grapevine creates a sense of unity among the employees who share and
discuss their views with each other. Thus, grapevine helps in developing group
cohesiveness.
4. The grapevine serves as an emotional supportive value.
 5. The grapevine is a supplement in those cases where formal communication
does not work.

Disadvantages of Grapevine Communication

1. The grapevine carries partial information at times as it is more based on

rumours. Thus, it does not clearly depicts the complete state of affairs.
2. The grapevine is not trustworthy always as it does not follows official path of
communication and is spread more by gossips and unconfirmed report.
3. The productivity of employees may be hampered as they spend more time
talking rather than working.
4. The grapevine leads to making hostility against the executives.
5. The grapevine may hamper the goodwill of the organization as it may carry
false negative information about the high level people of the organization.

A smart manager should take care of all the disadvantages of the grapevine and try to
minimize them. At the same time, he should make best possible use of advantages of
this informal communication happening in the organisation and its effective
functioning.

Q.5 Define Business Vocabulary and Write a note on Business idioms and
collocations with examples?

Business English is a specialized part of English language that focuses on elements of

English pertaining to commerce, trade, business relations, professional settings, and
international language standardization.Successful communication in the business
world hinges on ensuring that both parties involved understand the same information
in the same way. Vocabulary is a valuable tool that facilitates understanding by
reducing larger principles into smaller, more concise words and phrases. Business
vocabulary allows two individuals or groups to hold a simpler, clearer conversation
without the need to explain complicated ideas or constantly check that information is
understood.

Collocation refers to a group of two or more words that usually go together. A good
way to think of collocation is to look at the word collocation. Co - meaning together -
location - meaning place. Collocations are words that are located together.Business
English collocations are common combinations of words used when speaking about
business in English. Collocations can be understood as words that usually go together.
For example, in English we do business, not make business. When decisions concern
a lot of money, it's important to get the phrase right.

The reasons for using collocations are:

 Making the use of the English language natural and interesting

 As it follows a particular order, it helps in adhering to pre-decided and a
proper structure of the English language
 Helps in beautifying the language
 Make better use of words or group of words by presenting it in better form
 It enhances the use of language and thereby comparatively leads to innovation
of the English language

Verb + Noun Collocations

1. Do business: To do business is to enter into a business relationship with another

person or company.According to an article in Entrepreneur, there are many risks to
consider if you’re plan-ning to do business in other countries.
2. Make money:To make money simply means to earn a profit from your
business.While waiting for a job offer, he’s trying to make money as a seller on
Amazon.

3. Join forces:To join forces means to team up and work together with another person
or business.The Sales and Marketing Departments will join forces to promote the next
product campaign.

4. Go bankrupt: To go bankrupt is a situation where a company doesn’t have enough

money to pay its debts.The weak economy is causing many companies to go
bankrupt.
5. Run a company:To run a company is to be in charge of the operations of a
company. The verb run here refers to the act of managing a business activity or
store.So then, you could say run a business,run a restaurant,run a flowershop,
etc.After I retire, I plan to move to the countryside and run a smallbusiness.

6. Chair a meeting :To chair a meeting is to play the role of a chairperson at a

meeting.It’s your turn to chair the sales meeting this week.

7. Lead a team:To lead a team is to be the leader of a group of people working

together on a business activity.Robert doesn’t have enough experience to lead the
team.

8. Attract investors:To attract investors is to promote a business in such a way as to

encourage people and companies to invest in it.This Forbes article shows you how to
attract investors to fund your own startup com-pany.

9. Suffer losses:In business English, to suffer losses means your costs are more than
your earnings. It’s usually used to talk about business investments, markets, etc.He
suffered losses in the stock market recently. That’s why he follows the market news
closely every day.

10.Build trust: To build trust is to develop a strong relationship with others, where
you both expect the best of each other. One way to buildtrustwith our customers is by
keeping our promises to them.

11. Discontinue a product:To discontinue a product is to stop manufacturing or selling

the product.Since this line of sportswear isn’t doing well, the company may decide to
discontinue the products.

12.Meet a deadline:To meet a deadline is to complete a task or job by the scheduled

date.The whole team has been working long hours to meet the deadline.

Noun + Noun Collocations

13. Customer service:.Customer service is about providing your customers quality
support and assistance, and ensuring they’re happy with the product or
service.Goodcustomerserviceis one of the main reasons customers keep coming back.

14. Price war:A price war refers to a period of intense competition between businesses
where they continually lower their prices to gain more customers and increase their
market share.The best time to book your plane ticket is
whenairlinesarehavingapricewar.

15. Brand nameAbrandnameis the name a company gives to its product that makes it
easy for people to recognize it. It’s typically used to refer to very well known products
and indicate a certain level of quality.I’m sure you know of famous brand names like
Toyota, Kleenex, etc.Many people will only buybrandnameproducts.

16. Sales figures:Sales figures are used, in general, to refer to the number and amount
of sales made by a business or industry over a period of time.Don’t forget to include
last year’s sales figures in your report as well.

17.Business model:Abusiness model refers to a business plan of how a company

intends to successfully make a profit. This includes many details such as the business
goals, financing, products and services, market, etc.Let’s review the success other
companies have had using abusinessmodellike this one.
18.Customer base: A customer base is a group of customers who repeatedly buy your
products and services.The sporty design of this watch will appeal to a
youngcustomerbase.

19.Market leader:A market leader is the company with the highest sales and largest
market share in the industry.We have to work much harder this year to maintain our
position as themarketleader.

20. Product launch: A product launch refers to the act of introducing a new product to
the market for the first time. This usually involves marketing activities where the
company draws atten-tion to the new product.It seems the best time for a product
launch of beverages is in April, just before summer begins
An idiom is a commonly used expression whose meaning does not relate to the literal
meaning of its words.Idioms are short phrases with meanings that are different from
the meanings of their individual words.For example:

The grass is always greener on the other side.

This idiom does not literally mean that the “other side” will always have greener
grass. There may not even be a literal “other side” to the subject at hand—or grass for
that matter.The meaning of this idiom is that people think the other person, or
someone in a different situation, has it better, or easier, than they do.

Idioms are expressions that help us describe an exact situation in a different, more
creative way. They share cultural and historical information and broaden people’s
understanding of a language. Idioms build up some distinctive features which can
differ from one language to another. And what’s more interesting, idioms can
sometimes reflect certain cultural traditions and personalities.idioms help us express
the exact same idea in a more efficient and creative way. They truly enrich our
language , usually they add concise precision that alternative wording doesn’t have.
Sometimes they’re the only expression for that exact idea.

Idiom Example Definition

We need to get the ball rolling to
Get the ball To make something start
prepare our presentation for next
Rolling happening
week's meeting.
Everyone hopes to get off on the To start a relationship in positive
Get of ont
right foot when they start a new job. way
Bring to the She brings a great deal of
To contribute something of value
table experience to the table.
From the Our boss built this company from
To do something from the start
ground up the ground up.
We only have a limited time to to start focussing on a specific
Get down to
discuss this today, so let’s get down task (after introductions/small
business
to business. talk)
Think out of To be successful in our industry, we To think creatively 7 develop new
the box need staff who think outside the ideas
Idiom Example Definition
box.
Our accountant does everything by
To do the things according to
By the book the book so there are no problems in
rules or law
the future.
I told the new manager not to rock
To dsome changes which disturb
Rock the boat the boat before she gets to know her
the table things
team.
Your team are really on the ball and To be competent to understand
On the ball
getting great results. new things
One of the applicants competing for
Thrown in th
the new position has just thrown in To quit or give up something
towel
the towel.
We made a proposal to expand
On the same
globally and the CEO is on the To be in agreement
page
same page.
Word of mouth is more reliable
Word of
than adverts (or word-of-mouth To communicate verbally
mouth
recommendations).
We gave a successful presentation
Behind the Describe the things which public
and I need to thank all those behind
scenes do not know
the scenes.
You've hit the nail on the head
Hit the nail on To be exactly right when you
regarding what has caused our drop
the head right something
in sales.
Mobile phone manufacturers raise
Raise the bar the bar every year with their new To increase standars or quality
products.
Every aspect of our proposal was
When you need start everything
Back to square rejected by the CEO, so we are back
from begining
to square one.
Straight from I heard straight from the horse's
To obtain information directly
the horses mouth that the CEO is going to
from original source
mouth retire this year.
Keep on their Management make regular checks to Something that keepeveryone
toes keep everyone on their toes. alert
Reading Reading between the lines, I don't To obtain a hidden meaning
Idiom Example Definition
between the think my colleague actually wanted
lines to resign.
I got the thumbs up from my boss
Go the thumbs
about working from home every To show support & give approval
up
Friday.
The client rejected our first proposal,
Back to
so we have gone back to the To start something again
drawing board
drawing board.
Our line manager gave us all a pat
Gave pat on To praise someone for
on the back for finishing the project
back achievement
early.
To pressurize someone to
Can you twist her arm to work
Twist her arm something which they don’t want
overtime today?
to
I need to keep my eye on the ball
Key eye on To give your complete attention
because this industry is so
the ball to something
competitive.
My team went behind my back and
Went behing To talk about someone or take
complained to the boss before
by back action without their knowledge
speaking with me.
Pull all eggs I take some investment risks every
To commit all your resources to a
into one year, but I never put all my eggs in
single idea or plan of action
basket one basket.
To stop an activity that is
We've decided to cut our losses and
Cut our losses unsuccesseful to avoid losing
close the restaurant.
more money
My boss said that she cannot give
Not able to act in a particular way
Hands are tied me a promotion because her hands
because of external reasons
are tied.
Off the top of my head, I can't give To speak about something
Off the top of
an exact number of complaints without thinking in detail or
my head
we've received. checking facts
I think we have spent enough time
To stop doing something (to leave
Call it a day discussing this project. Let's call it a
work or do something else)
day.
See eye to eye He doesn't always see eye to eye To agree with another person
Idiom Example Definition
with his colleague about the future
priorities.
Work against We're always working against the To aim to finish something before
the clock clock to meet urgent deadlines. specific time
Go the extra Companies benefit from staff who To make more effort to achieve
mile go the extra mile. something that is expected
Learn the We all have to learn the ropes To learn how to do specific tasks
ropes when we start a new job. or activities in a company
The directors have decided to pull
To stop a task or activity from
Pill the plug the plug on the project to expand in
continuing
Asia.
We're all in the same boat because
All in the To be in same difficult or
our company is closing and we need
same boat unpleasant situation
new jobs.
Our new brochure is hot off the
Hot off the Describes something that has just
press with all the latest products and
press been printed or released
special offers.
My team is responsible for meeting
The buck Emphasises who is ultimately
the deadline. The buck stops here
stops here responsible for something
with us.
I've submitted our proposals to the
The ball is the Emphasises who is responsible
CEO and now the ball is in his
court for making the next decision
court.
Describes something that is not
Went down to Discussions went down to the wire,
decided or certain until the very
the wire but we finally reached an agreement.
last minute
Everything is still up in the air Describes when something is still
Up in the air about our company relocating to undecided and plans are not yet
another office. finalised
We've got five interns at the
Ahead of the Describes someone who performs
moment, but he is way ahead of the
pack better than others in their team
pack.
I need to hold the fort while the
To be responsible for something
Hold the fort managing director is on maternity
when someone else is unavailable
leave.
Get her foot in She took an entry-level job to get To take the first step with the aim
Idiom Example Definition
her foot in the door and got
the door to progress further in the future
promoted after 1 year.
Several of our competitors went Describes a company that fails or
Went belly up
belly up during the last recession. goes bankrupt
Give the green The directors have finally given us To authorise or allow someone to
light the green light to increase spending. do something
Companies should never cut
To do a task to a lower standard
Cut corners corners with regards to health and
to save time or money
safety.
I'm confident that this client will To take action without delay
Strike while
sign the contract if we strike while when there is an oppurtunity to do
the iron is hot
the iron is hot. something
We need to find an investor who can
To successfully get something
Off the ground help us get this project off the
started
ground.
Our manager forgets to keep us in
To be in(or outside of) a group of
In the loop the loop about changes to the sales
people that share information
targets.

Business Reports

Q 6. Define Business reports.What are the features of a business report?

A business report is the one that is made for any business-related purpose. They are
prepared by using business-related information to facilitate key business people in a
better decision-making process.

Definitions of the Business report 

Murphy and Hildebrandt defined business reports as a planned, impartial, and

objective-based presentation of a fact to one person or more people and that too is for
significant and specific business purposes.
Lesikar and Petit defined a business report as an objective-based and orderly
communication of the information having facts for serving a specific business
purpose.

Boone considered a business report as a document to organize some specific topics

and information for a particular business purpose.

Information that lies in business reports is related to facts of business activities. This
makes business report unique from other reports. A good business report should have
all essential features or qualities as it provides information based on the real facts to
make the decisions.

1. Easily understandable: To hold the audience’s attention, a business report should

be easy to understand. The audience should be considered before making a report.
Complex terminology and detailed information can be included in business reports in
case of a vast industry experienced audience.

For example, a business report which is written specifically for accounting purposes
needs to be focused on financial things rather than technical things to cater to the
specific audience.

2. Correct and unbiased facts: The business report must contain facts or information
that is accurate and impartial. If the information is incorrect or incomplete then
desired results can’t be achieved.

3. Clear and brief information: Too much lengthy or unnecessary information or

content may lose the audience’s interest and result in their time wastage. So, the
business report should be written in a clear way and a concise form.A good business
report is clear as it properly arranges facts with its clear purpose, findings, and
required recommendations.

4. Precise report: A good report is the one in which a report writer has a clear
understanding of the exact purpose of report writing.

5.Focus on the audience: The orientation of the business report towards the audience
or readers who is about to read is also an important characteristic.
6. Use of easy or simple language: Another feature of a good business report is the
use of simple language while writing the report. Here simple language means to avoid
unclear and vague words. The emotions or aim of a writer should not affect the
language of the business report and the report’s message should be self-explained.

7. Grammatically correct: The error-free report is considered as a good business

report. If any sentence is grammatically not correct then the reader may understand it
in a different way and its meaning may change. Also, confusion or ambiguity may
arise.

Q.7 Write a short note on the format of a Business Report.

A business report is written in an abbreviated style that allows the reader to navigate
the report quickly, and identify key elements. It makes use of headings, sub-headings,
bullet points, diagrams and tables, to communicate the relevant information.Reports
vary by size, format, and function. Reports are typically organized around six key
elements:

1. Whom the report is about and/or prepared for

2. What was done, what problems were addressed, and the results, including
conclusions and/or recommendations
3. Where the subject studied occurred
4. When the subject studied occurred
5. Why the report was written (function), including under what authority, for what
reason, or by whose request
6. How the subject operated, functioned, or was used

Any business report that we are asked to write for assignment purposes will probably
run around four or five pages. Itwill usually include the following elements:

 Table of Contents

 Executive Summary
 Body

 Findings/Recommendations

 Conclusion

 Refernces

 Appendix

Table of Contents: The table of contents should be arranged according to the

headings and subheadings of your report(University of Newcastle, 2016).

Executive Summary (10% of word count)•Briefly state the purpose of the

report.•Briefly describe the methodology used to investigate the issue (for example,
you may have conducted interviews, circulated a questionnaire, or carried out
independent research).•List the key points and findings found in the report.

Body (40% of word count)•Provide details of the evaluation process.•Describe in

detail the methodology used to investigate the issue.•Identify particular issues that
impacted the evaluation.•Include any relevant tables and/or diagrams.

Key Findings/Recommendations (40% of word count)•Identify and discuss/describe

the key findings.•Make your recommendations.

Conclusion (10% of word count)•Summarise findings and relate back to original

issue that has given rise to the report.

References : Bibliography or Works Cited .This part contains a list of citations.

Appendix : Related supporting materials This may include maps, analysis of soil
samples, and field reports.

Q 8. What are the different types of business Reports?

In broader terms, business reports are categorized as oral and written reports. When
communication in business is done face-to-face or through words, then it is called oral
business communication.

In another way, the written business report is more convenient. The reader may read
the information as per his/her requirement i.e. either the whole report or piece of
information or conclusions or recommendations. Written report structure is more
formal as compared to oral one and can be utilized as and when required due to its
proper documentation.

The business reports are further classified on the following basis:

1. Importance-based or frequency-based reports: These reports are based upon a

specific purpose. These are of two types, i.e. ordinary or daily reports and special-
purpose reports.

a) Ordinary or daily routine reports: These types of reports are general reports that
are prepared and forwarded to management or higher authority as a routine activity or
at specific intervals. These may be submitted either daily or weekly, quarterly,
monthly or annually, etc.

For example, a daily or weekly or monthly report by the sales team can be submitted
to the sales head or management regarding routine sales activities and average sales
done. Similarly, a production report that includes daily production information and
HR hiring report to know the status of hiring activities are part of ordinary reports.

b) Special purpose report: This business report is written and forwarded to the

senior officials or management for a special purpose or on their special request.
Generally, these types of reports include the views or recommendations of the report
writer based on facts.

For example, management may ask HR Head to submit a special report on a high
attrition rate along with his/her opinion for the reason of such a high attrition rate with
facts, figures and also recommendations to reduce it. Similarly, different other special
reports such as launching new products or services, changes in quality of the product
or its features are considered as special purpose reports.
2. Law-based or legal reports: Reports that are based on legal formalities can be
categorized as a formal and informal business report.

a) Formal business report: The report that is prepared in a specific or pre-

determined format and as per well-established process is known as a formal report in
business.

For example, different types of reports prepared and submitted by different officials,
cooperative societies, legal identities, organizations, etc. come under such types of
reports. Similarly, if an accident happens with any employee at the workplace then an
organization is required to submit an accident report in a prescribed format of
‘Employee State Insurance Act’ to claim the medical insurance allowance or for the
treatment under the act for medical bill rebates for the employee. This type of report is
a type of formal report.

b) Informal business report: This type of report includes a user-specific format or

structure that is according to the convenience of the writer and submitted directly to
the desired authority as and when required.

The detailed facts related to a given task are presented in these reports without any
recommendations or suggestions or keynotes.

For example, management of an organization may ask for the report of new joining
in the organization in different departments or locations every month from the HR
department without any suggestions or comments. Most of the time, these reports are
prepared on a routine basis. These can also be statutory reports like a daily wage
register is prepared in factories for workers as per the law or statutory and is a routine
report as well.

3. Function-based reports: There are two main types of reports that are based on
how these functions.

a) Informative business report: This one is based on the maximum available

information related to any matter or situation.
For example, the attendance and the leave report of an employee are based on
maximum information available with the HR department regarding his/her attendance
in the biometric system and leaves taken during the period as per the policy, etc.

b) Interpretation-based report: It includes different related facts like the cause of

any issue occurred, opinions, required actions, and recommendations of the reporter.

For example, in case of an industrial or union dispute, a detailed report is presented

by the HR department or legal officer to management along with their
recommendations and opinion to resolve the issue or concern is a well-defined
manner.

4. Business meetings based reports: It is a report that includes the summary or

minutes of the meeting. These reports are further categorized as:

a) Discussion-based Reports: This type of report is a complete record of concerns or

matters discussed in the meeting.

For example, the appointment of the CEO or Directors of an organization can be

done in these meetings by passing a resolution and their remuneration as well.

b) Summary reports: As the name indicates, this type of report is the summary of
details discussed during any meeting to send information for the press release or to
share with shareholders of the organizations.

5. Research and Analytical reports: Analytical reports contain analytical

information and facts. These include data and information, the presentation of the data
in tabulated form, explanation based on analytics, and findings or interpretations.

For example, the management of an organization may ask for the report of sales
decline along with all the relevant analytics and findings.

Research reports are research-based reports in which research is conducted on any

given issue.

For example, the management of any organization may ask its research department to
present a research report on new product development.
Q 9. Write a short note on drafting or preparation of a business Report.

Before a writer undertakes to prepare a report, he must consider the following

points:

(i) Preliminary analysis.

(ii) The type of report requested i.e., whether formal or informal, statutory or non-
statutory, periodic report or progress report, examination report or recommendation
report or statistical report.

(iii) The length of time allowed to prepare the report.

(iv) The purpose of the report.

(v) The facts to be furnished.

(vi) The person for whom the report is meant.

Other Requirements:

1. Scope of the Report:

The scope of the report reserves to deciding the items that are to be included and that
are be left out in the report.

2. Plan of Procedure:

Divide the problem into various parts and decide the importance of each part.

3. Investigating the sources of information:

Collect all the materials required from all available sources. The sources of
information may be previous reports, documents, letters, files etc.

4. Taking Notes:
In the course of collecting information, anything that appears to be relevant to the
subject should be taken note of.

5. Analyse the Data:

The collection of data should be followed by classification, tabulation and analysis of

data.

6. Make an outline:

Once the final pattern of the report has taken shape, an outline to write the report is to
be prepared. An outline is helpful in writing a systematic report.

7. Prepare a Draft Report:

At this stage, consultation is made with the members of the committee or experts
about the contents of the draft and makes alterations and corrections, if necessary.

8. Preparation of Final Report:

There is no hard and fast rule regarding the actual form of a report. However,
statutory report, annual returns etc. are to be prepared in a prescribed form. In case
there is no prescribed form, the report should be organised in a systematic manner.

Q.10 Comment on the Characteristics of a Good business report.

The report provides factual information depending on which decisions are made. So
everyone should take conscious steps to ensure that a report has all the essential
qualities which turn it into a good report. 
 
We know that a report is a written document that shows information in an organized
way using a specific format and presentation. The audience and objective are specific
for a report. A good report contains all the features which it should have. All the
qualities or characteristics of a good report should be ideally known by a good
reporter so that his/her report becomes a good one.
 A good report must have the following qualities:

1. Precision
In a good report, the report writer is very clear about the exact and definite purpose of
writing the report. His investigation, analysis, recommendations  and others are
directed by this central purpose. 
 
Precision of a report provides the unity to the report and makes it a valuable document
for best usage.

2. Accuracy of Facts
Information contained in a report must be based on accurate facts.Since decisions are
taken based on report information, any inaccurate information or statistics will lead to
a wrong decision. It will hamper to ensure the achievement of the organizational goal.

3. Relevancy 
The facts presented in a report should not be only accurate but also be relevant.
Irrelevant facts make a report confusing and likely to be misleading to make a proper
decision.

4. Reader-Orientation
While drafting any report, it is necessary to keep in mind about the person who is
going to read it. That's why a good report is always reader oriented.  
 5. Simple Language
Simplicity is the best for anything. It is just another essential feature of a good report.
A good report is written in simple language avoiding vague and unclear words. 
  
6. Conciseness
A good report should be concise but it does not mean that a report can never be
long. Rather it means that a good report or a business report is one that transmits
maximum information with minimum words.It avoids unnecessary detail and includes
everything which are significant and necessary to present proper information.

7. Grammatical Accuracy
A good report is free from errors. Any faulty construction of a sentence may make its
meaning different to the reader's mind. And sometimes it may become confusing or
ambiguous.So, while writing a report, a reporter should keep in head about the
grammatical accuracy of his writing. 
 
8. Unbiased Recommendation
Recommendation on report usually make effect on the reader mind.So if
recommendations are made at the end of a report, they must be impartial and
objective. They should come as logical conclusion for investigation and analysis.

9. Clarity
Clarity depends on proper arrangement of facts. A good report is absolutely
clear. Reporter should make his purpose clear, define his sources, state his findings
and finally make necessary recommendation. 
 
10. Attractive Presentation
Presentation of a report is also a factor which should be consider for a good report. A
good report provides a catchy and smart look and creates attention of the reader. 
  
11. Complete Information
A good report shown important information. Most of these information are analyzed
as the basis of importancy. A good reporter has to show the skill in such cases
efficiently. A good reporter should shown information as importance and not much so
that the report become useless or vague but it should give the read a completeness
feeling.  

12. Positivity
A good report should have the positivity. It should narrate the positive statement
instead of showing negative one. Showing positivity in report helps to observe the
issue positively which is covered in a report.
 
13. Summary
A good report should have a summary by which the reader of the report can take a
decision at all or stand on a decision what to do next in such condition.A summary
can reflect the whole picture at a glance.So, writing a summary is an important feature
of a good report. A good reporter should not forget this.

Q.11 Define presentation and explain what are the key components of a
presentation
A presentation is a means of communication that can be adapted to various speaking
situations, such as talking to a group, addressing a meeting or briefing a team.A
presentation requires you to get a message across to the listeners and will often
contain a 'persuasive' element. It may, for example, be a talk about the positive work
of your organisation, what you could offer an employer, or why you should receive
additional funding for a project.

The following are key components of a presentation:

Context

Ask yourself the following questions to develop a full understanding of the context of
the presentation

When and where will you deliver your presentation?

There is a world of difference between a small room with natural light and an
informal setting, and a huge lecture room, lit with stage lights. The two require quite
different presentations, and different techniques.

Will it be in a setting you are familiar with, or somewhere new?

If somewhere new, it would be worth trying to visit it in advance, or at least arriving
early, to familiarise yourself with the room.

Will the presentation be within a formal or less formal setting?

A work setting will, more or less by definition, be more formal, but there are also
various degrees of formality within that.

Will the presentation be to a small group or a large crowd?

Are you already familiar with the audience?

With a new audience, you will have to build rapport quickly and effectively, to get
them on your side.

What equipment and technology will be available to you, and what will you be
expected to use?

In particular, you will need to ask about microphones and whether you will be
expected to stand in one place, or move around.

What is the audience expecting to learn from you and your presentation?

Check how you will be ‘billed’ to give you clues as to what information needs to be
included in your presentation.

Presenter

The role of the presenter is to communicate with the audience and control the
presentation.

Audience

The audience receives the presenter’s message(s).

Message

The message or messages are delivered by the presenter to the audience. 

The message is delivered not just by the spoken word (verbal communication) but can
be augmented by techniques such as voice projection, body language, gestures, eye
contact (non-verbal communication), and visual aids.

The message will also be affected by the audience’s expectations. For example, if you
have been billed as speaking on one particular topic, and you choose to speak on
another, the audience is unlikely to take your message on board even if you present
very well. They will judge your presentation a failure, because you have not met their
expectations.

Reaction

The audience’s reaction and therefore the success of the presentation will largely
depend upon whether you, as presenter, effectively communicated your message,
and whether it met their expectations.

As a presenter, you don’t control the audience’s expectations. What you can do is find
out what they have been told about you by the conference organisers, and what they
are expecting to hear. Only if you know that can you be confident of delivering
something that will meet expectations.

Method

How will the presentation be delivered?

Presentations are usually delivered direct to an audience.  However, there may be

occasions where they are delivered from a distance over the Internet using video
conferencing systems, such as Skype.

It is also important to remember that if your talk is recorded and posted on the
internet, then people may be able to access it for several years. This will mean that
your contemporaneous references should be kept to a minimum.

Impediments

Many factors can influence the effectiveness of how your message is communicated
to the audience.
For example background noise or other distractions, an overly warm or cool room, or
the time of day and state of audience alertness can all influence your audience’s level
of concentration.

As presenter, you have to be prepared to cope with any such problems and try to keep
your audience focussed on your message. In making a decision about presentation
method, one has to take into account several key aspects. These include:

1. The facilities available to you by way of visual aids, sound systems, and The
occasion.

2. The audience, in terms of both size and familiarity with you, and the topic.

3. Your experience in giving presentations.

4. Your familiarity with the topic.

5. Your personal preferences.

Some people prefer to ‘busk it’ (or ‘wing it’) and make up their presentation on
the day, while others prefer detailed notes and outlines. You will need to know
your own abilities and decide how best to make the presentation.  When you first
start giving presentations you may feel more confident with more detailed notes.
As you become more experienced you may find that you can deliver effectively
with less

Q.12 What are the different Methods of Presentation

A presentation is a means of communication that can be adapted to various speaking

situations, such as talking to a group, addressing a meeting or briefing a team.A
presentation requires you to get a message across to the listeners and will often
contain a 'persuasive' element. It may, for example, be a talk about the positive work
of your organisation, what you could offer an employer, or why you should receive
additional funding for a project.

Presentation methods vary from the very formal to the very informal.
  Very formal Formal Informal Very informal
Smaller Small team
Smallish group,
conference or meeting where
Suitable probably internal,
Large conference group where you you know the
occasion but not all known
don’t know the other
to you
audience participants
Provide Provide Provide
Provide
information to a information, hear information, or
Purpose information, but
large number of reaction, respond; generate
also get reaction
people possibly discuss discussion
Stand or sit? Stand Stand Stand or sit Probably sit
Either within the Your place at a
Present from The front of the
A lectern group or from the table, or within
where? room.
front the group
Yes, slides
controlled from Perhaps a one-
Yes, slides, but Yes, but keep
the lectern. Can page summary
Visual aids kept fairly them to a
also use video or of your key
simple. minimum.
other points.
multimedia.
Sound
systems/ Yes Yes Probably not No
microphone
Large conference Conference room Meeting room or Meeting room
Type of room
hall or meeting room office or office
What will you
have to Copy of your Copy of your Handout of some Nothing
provide in slides slides sort expected
advance?
Formal Fairly interactive;
A formal questions, but up to you to
Likely to be
Audience question session you may get handle questions
very interactive
interaction afterwards is interruptions or discussion
if you allow.
usual during your during the
presentation session
Q.13 Wrie a short essay on Types of Presentations:

1) Providing Information. This format encompasses anything from a team meeting

that gives updates on a project or upcoming event to a demonstration that shows
product functions.

2) Teaching a Skill. Your company just installed a new system or implemented a new
process that requires people to learn how to use the new tool and apply the process.

3) Reporting Progress. As you integrate the new system into your daily routine, your
boss wants to know how it’s working. You might schedule a divisional meeting or
group off-site to share the progress.

4) Selling a Product or Service. A briefing like this might include a recap of the
product or service, next steps and action items, or a discussion of needs and
improvements before the product is ready to sell.

5) Making a Decision. It’s time for the annual holiday party and ideas are being
tossed around the office. When giving your input on the location, make sure to share
the must-haves and nice-to-haves for the event. When it’s time for the final decision,
you can see how your idea stacks up to the other options.

6) Solving a Problem. This could be in a panel setting or other meeting where the
problem is identified, the facts of the problem are presented and a list of causes is
generated. From here, you lay out the ideal outcome, present solutions and discuss
your recommendation.

With any presentation, know your objectives. If your purpose is to inform or update,
you will most likely use one of the first three types of presentations. On the other
hand, if you’re on a mission to persuade someone, use one of the last three
presentation types. Not every presentation has to mold itself into a traditional
presentation; it can be an interview, status report, program, pitch, speech or
demonstration, for example.
Q.14 Write an essay on Online communication explaining its meaning,different
froms and skills required.

Before the advent of the electronic media, there were only two kinds of
communication, verbal and non-verbal. But with the arrival of the World Wide Web,
there are a plethora of methods that people can now communicate with each other.
The online communication definition today, refers to how people as well as
computers communicate with each other through a computer network and the internet.

Online communication is how people communicate, connect, transact to send,

retrieve, or receive information of any kind via the internet using digital media. All
the communication that is carried out via the internet is known as Online
communication. Because of our increasing presence online, this type of
communication is becoming equally important as offline communication.

There are multiple forms of online communications that people have been using for
the past few years. While the communication started from email, today, numerous
methods are used in online communication. Some of them are as follows:

1. Emails

This is arguably the first form of communication developed in an online

communication method. This is considered and accused as the sole reason for the
decline of postal services across the world. It is one of the fastest ways and is deemed
to be professional everywhere.

It saves time and money for both the sender and receiver. Emails work by an online
interface and are hosted on the servers.

Usually, various ISPs are used to send emails worldwide. Unlike posts, emails are
instant and fast. They are used for personal as well as professional use. Gmail, Yahoo
mail, Microsoft Outlook, and Protonmail are a few popular mailing applications and
services.

Almost all of them are free of cost except in some instances when you require more
massive storage on the cloud.

2. SMS

It is the common abbreviation of Short Messaging service. As the name suggests, it is

short and instant, usually with 160 characters. They are typically transmitted from the
sender to the receiver via phone or the internet.

It can be considered a shortened mailing service since it is like mail, except less
official and more casual. It does not have a subject line like mail, and it has a
character limit.

It can be compared to the telegram, an earlier method of sending instant messages

across wires. Most of the phone service providers provide

3. Instant messengers

This is a recently evolved, more popular method of communicating. It is more

prevalent amongst youngsters and college students since it features alphanumeric
characters – pictorial messages known as emojis.

Various pictures of small sizes and dimensions can be pasted in the chat to convey
messages to the sender. In this form, unlike others, the receiver is online or is
available continuously to receive messages. The sender sends messages, and the
receiver simultaneously types and replies to the messages making it an instant
messenger. WhatsApp, Facebook messenger, Yahoo chat are a few of the famous
examples of the instant messenger.

Almost all the instant messengers are for free of cost. Blackberry messenger was
arguably the first one to promote the concept of chatting and showing the receiver
online with a green dot.
Later WhatsApp became a hit amongst the younger generation when it was introduced
on the Android play store. Since the last few years, Facebook has acquired WhatsApp,
making it part of one of the largest social media giants.

4. Forums

Forums are also called discussion boards, and they are usually conducted online.
There are multiple users present, and each of the users interacts with each other by
posting messages on the same trail of messages.

It is considered useful to have debates on multiple topics. It is yet another format that
has been picked up by Facebook and introduced on its social media site.

The users can post a ‘status’ which acts as a starting point for interactions. The
comments below the post are collected and stored below the same post, and it takes
the look of a forum.

5. Whiteboards

This application usually works like a physical whiteboard in which one person can be
said as a presenter shares the board with other viewers, and he can draw or write
while others can see it.

It is prevalent in educational institutes and is excelled for one-way communication.

Google has recently introduced its whiteboard by the name of Google Jamboard.

6. VoIP or Voice over Internet Protocol

This is used to denote any transmission between more than one user. Usually,
multiple users can use VoIP. It is a viral communication method, and it also captures
the subtle nuances of verbal communication.

It is also used to host meetings and conference calls in businesses. It has further
evolved into Video conferencing. In video conferencing, both the sender and receiver
can see each other and talk simultaneously.
Cameras are required for the process of video conferencing. Many meetings are
conducted via video conferencing.

Skills for online communication

1. Clear and concise language

When it comes to online communication, especially in the website content, we must

focus on the language of communication. The written or visual cues should be clear
and precise. It should not divert from the topic, and it should be easy to understand.

Technical jargon, while necessary to some extent, should not be used excessively.
Wherever possible, it is recommended to use acronyms in brackets. For example,
instead of the United Nations, use the UN.

Too many shortcuts would ruin the intention of the message and may not serve all the
audiences. Many online communications are customized for their audiences, and it is
highly recommended for all companies since it increases the effectiveness of the
communication.

2. Tone of the narrative

The tone of our online communication must be what you intend it to be. Most of the
time, we may intend something else, and the communication turns out to be
something else. Such mismatches can be disastrous for not only business but also
personal purposes.
The tone of online communication also matters when communication is for business
purposes. Even grammatical accuracy plays a significant role in the tone of your
online communication.

A simple grammatical mistake might damage your reputation. On the other hand,
when visual tools do communicate, visual accuracy matters the most.

3. Provide complete responses

Whenever we’re communicating with our prospects or customers, we should

thoroughly address all our issues. These issues usually are the ones that customers
have asked, and most businesses or business workers fail to provide complete answers
to the inquiries. This may not leave a good impression of the organization on the
customers.

The best way to solve a customer’s concern is first to understand it. Don’t hesitate to
ask for clarification if you don’t understand the problem. Giving the wrong solution is
worse than providing no solution at all. Understand what exactly the customer wants
and then prepare a solution accordingly.

Conclusion

Online communication has increased a lot in the last few years and has turned into
different methods. It is increasingly becoming an essential part of the everyday lives
of all people.

There is very little which cannot be achieved with the help of online communication.
Designing communication and using proper channels is as crucial as the message
itself. Every message and the intention behind the message necessitates the use of
different channels of communication.
Unit-III

Q.1 What is written communication & what are different types of written
communication?

The Written Communication refers to the process of conveying a message

through the written symbols. In other words, any message exchanged between two
or more persons that make use of written words is called as written
communication.Business writing is a type of writing that is used in a professional
setting. It is a purposeful piece of writing that conveys relevant information to the
reader in a clear, concise, and effective manner. It includes client proposals,
reports, memos, emails, and notices. Proficiency in business writing is a critical
aspect of effective communication in the workplace.

Types of Business Writing

The broad field of business writing can be distilled into four categories based on their
objective, such as: 

1. Instructional

The instructional business writing type is directional and aims to guide the reader
through the steps of completing a task. A user manual falls aptly under the
instructional category, as well as a memo issued to all employees outlining the
method of completing a certain task in the future.

 2. Informational

Informational business writing pertains to recording business information accurately

and consistently. It comprises documents essential to the core functions of the
business for tracking growth, outlining plans, and complying with legal obligations.
For example, the financial statements of a company, minutes of the meeting, and
perhaps the most important, report writing.

 3. Persuasive
The goal of persuasive writing is to impress the reader and influence their decision. It
conveys relevant information to convince them that a specific product, service,
company, or relationship offers the best value. Such a type of writing is generally
associated with marketing and sales. It includes proposals, bulk sales emails, and
press releases.

 4. Transactional

Day-to-day communication at the workplace falls under the transactional business

writing category. The bulk of such communication is by email, but also includes
official letters, forms, and invoices.

Q.2 Write a short note on the Principles of a Good Business Writing?

 1. Clarity of purpose

Before beginning a business document, memo, or email, one should ponder two
primary questions:

 Who is the reader?

 What do I want to convey to the reader through my writing?

Clarity of purpose gives a direction to the writing and develops its tone, structure, and
flow.

 2. Clarity of thought

Thinking while, rather than before writing, makes the writing less structured,
meandering, and repetitive. Business writing requires the skill to reduce long,
rambling sentences into concise, clear ones. One needs to extract what is significant to
write clearly.

 3. Convey accurate and relevant information

The primary goal of business writing is to convey valuable information. Inaccurate or
irrelevant content affects the purpose of the document. For effective business writing,
information must be value-additive and complete.

 4. Avoid jargon

A simple and uncluttered writing style goes a long way in communicating the
message to the reader. Grandiose writing full of industry-specific buzzwords and
acronyms should be avoided to the maximum possible extent. Otherwise, the reader
may be unable to comprehend the document or lose interest in it.

 5. Read and revise

Reading the passages out loud after completion can reveal flaws and gaps in the
arguments. It is recommended to welcome constructive feedback from colleagues and
revise the document for improvement.

 6. Practice is the key

Proficiency in business writing can be attained through regular practice. Paying

attention to the vocabulary, sentence structure, and style of writing while reading can
help to develop the same instinct while penning one’s thoughts down.

 7. Be direct

Presenting the crux of the passage in the first 150 words is a good idea when it comes
to business writing. It saves the reader time and sharpens the argument.

8. Avoid verbosity

If the meaning can be conveyed in three words, it should not be stretched to five.
Verbosity works against making the writing engaging to the reader. For example,
instead of writing “the article uses more words than are needed,” write “the article is
verbose.”

 9. Correct grammar and sentence structure

While a grammatical error may come across as unprofessional, good grammar
portrays both attention to detail and skill – traits that are highly valued in business.

Business writing evolves with time, so does grammar and conventions. For example,
emoticons, when used judiciously, are gaining acceptance in business writing. A good
writer needs to stay updated with the conventions to hone their skill.

 10. Easy to scan

Business executives value a document that can convey its message in a cursory
glance. Business documents can be enhanced through the use of numbered or bulleted
lists, clear headings, concise paragraphs, and judicious use of bold formatting to
highlight the keywords.

Q.3 Write an Essay on different forms of written communication used in

business?

Written communication allows businesses to communicate developments,

expectations and legalities to employees and contacts in the outside world. While
traditional hard copies of written communication in business are still prevalent, email
and online communication has become increasingly commonWritten communication
is the most important and the most effective of any mode of business communication.

Some of the various forms of written communications that are used in business
operations include:

 Memos
 Reports
 Sales Messages
 Employee manuals
 Emails
 Instant messages
 Letters
 Business proposals
Written communication in the form of brief messages, or texting, has become a
common way to connect. It is useful for short exchanges, and is a convenient way to
stay connected with others ,when talking on the phone would be cumbersome.
Texting is not useful for long or complicated messages, and careful consideration
should be given to the audience.

E-mail
Electronic mail, usually called e-mail, is quite familiar to most students and workers.
It may be used like text, or synchronous chat, and it can be delivered to a cell phone.
In business, it has largely replaced print hard copy letters for external (outside the
company) correspondence, as well as taking the place of memos for internal (within
the company) communication (Guffey, 2008). E-mail can be very useful for messages
that have slightly more content than a text message, but it is still best used for fairly
brief messages.

Memos
A memo (or memorandum, meaning “reminder”) is normally used for communicating
policies, procedures, or related official business within an organization. It is often
written from a one-to-all perspective (like mass communication), broadcasting a
message to an audience, rather than a one-on-one, interpersonal communication. It
may also be used to update a team on activities for a given project, or to inform a
specific group within a company of an event, action, or observance.

Reports
A report is written for a clear purpose and to a particular audience. Specific
information and evidence are presented, analysed and applied to a particular problem
or issue. The information is presented in a clearly structured format making use of
sections and headings so that the information is easy to locate and follow. The report
brief may outline the purpose, audience and problem or issue that your report must
address, together with any specific requirements for format or structure.

Proposal
A business proposal is a written document sent to a prospective client in order to
obtain a specific job. A business proposal is a written proposal presented from a
vendor that is intended to elicit business from a prospective buyer. It differs from a
business plan, which is primarily constructed to obtain start-up capital by detailing the
organization and operational aspects of the business to demonstrate its profit potential.

Sales Message
A sales message is the central persuasive message that intrigues, informs, persuades,
calls to action, and closes the sale. Not every sales message will make a direct sale,
but the goal remains. Whether a sales message is embedded in a letter, represented in
a proposal, or broadcast across radio or television, the purpose stays the same.

Letters
Letters are brief messages sent to recipients that are often outside the organization
(Bovee, C., & Thill, J., 2010).
They are often printed on letterhead paper, and represent the business or organization
in one or two pages. Shorter messages may include e-mails or memos, either hard
copy or electronic, while reports tend to be three or more pages in length.While e-mail
and text messages may be used more frequently today, the effective business letter
remains a common form of written communication. It can serve to introduce you to a
potential employer, announce a product or service, or even serve to communicate
feelings and emotions.

Q.4 What is the layout of a formal/business/letter to editor?

The following is the format or layout for any formal or business letter:

1. Sender’s Name (At the top left hand corner)

2. The date(The date should be written below the address of the sender)

3. Name and the address of addressee.(The name and designation of the addressee
should be on the left margin)
4. Subject(It should be an instant idea of the theme and should not be written in more
than one line)

5. Salutation(Salutation is the mode of addressing a person. The usual form of

salutation is-
i) Sir or Dear Sir for individuals
ii) Sirs or Dear Sirs or Messers for companies and firms
iii) If the letter is addressed to a lady, salutation ‘Madam’ should be used.)

6. The Body Of The Letter(Generally two or three paragraphs form the body of a
letter. The first paragraph has the introduction (purpose of writing). The second one
has the details about the problem or the subject (main information) and the final
paragraph deals with the suggestions toward the solution of the problem.)

7. Complimentary Close(A formal letter can be ended with ‘Yours faithfully’, ‘Yours
sincerely’ or ‘Yours truly’. ‘YOURS’ never takes an apostrophe and the second word
is not capitalized.This element is a single word or phrase, separated from the message
by a blank line.)

8.Signature(The sender’s full signature with name and designation comes at the end
of a letter.) [You have to leave one line gap between various elements
The block-wise format of different kinds of letters are given below:

Tel. No …………………………………………………………………………..
Our Ref…………………………………………………………………………..
Your Ref. (if needed)………………………………………………………..
Sender’s Address …………………………………………………………….
………………………………………………………………………………………
………………………………………………………………………………………
Pin …………………………………………………………………………………
Date ……………………………………………………………………………….

Inside Address…………………………………………………………………
………………………………………………………………………………………
………………………………………………………………………………………
Pin………………………………………………………………………………….
Sir/Madam

Subject
…………………………………………………………………………………………
…………………………………………………………………………………………
…
Introductory para
…………………………………………………………………………………………
…………………………………………………………………………………………
…………………………………………………………………………………………
…………………………………………………………………………………………
….
Main body of the letter
…………………………………………………………………………………………
…………………………………………………………………………………………
…………………………………………………………………………………………
…………………………………………………………………………………………
…………………………………………………………………………………………
…………………………………………………………………………………………
….
…………………………………………………………………………………………
…………………………………………………………………………………………
….
Concluding para
…………………………………………………………………………………………
………………………………………………………………………………………
…………………………………………………………………………………………
…………………………………………………………………………………………
Yours faithfully
…………………………………………………………………………………….
Signature
Full Name …………………………………………………………………….
Designation ………………………………………………………………….
end. (if needed) …………………………………………………………….
c.c. (if needed) ………………………………………………………………

Q.5 What are different types of business letters and thier responses?

Inquiry letter is a kind of letter of request or a request for information about a

product, service, jobs or other business information. Letter of request is a letter from a
prospective buyer to the seller requesting information about the products offered.

Inquiries and replies these letters which ask or answer question are usually brief and
present no special difficulty. It consists of four steps:

1. State carefully the circumstances which necessitate the inquiry.

2. State any facts needed by the reader in making a complete reply.
3. Ask for the information, or state the questions.
4. Express gratitude for the favor requested.

The reply of inquiry letters should do the following things:

1. Acknowledge the inquiry, or state the circumstances necessitating the reply.

2. Answer the questions fully
3. Build goodwill and pave the way for further contact.
 Example of Inquiry Letter :

RAJANI CLOTHES & CO

Street No.20
Chennai
15 february 2013

Shakti cloud Corporation

Pandyan Street, No. 15
Mumbai

Dear Sirs,

We are a cloth seller located in Chennai , and we were interested in your Shakti cloud
shirt medium size product. Therefore, we will appreciate it if you can send us a very
detailed explanation of the product complete with your catalogues, price list, term,
sample of design, and payment.

We would also to know if you are offering any trade discounts. If you can quote us
yourfavorable prices, we would like to place our order as soon as possible.

We are looking foward to hearing from you.soon.

Yours faithfully,
RJANI Clothes & CO
Rajan
Purchase Manager
 Reply of inquiry letter

Shakti cloud Corporation

Pandyan Street, No. 15
Mumbai

16 january 2013

RAJAN CLOTHES  &CO
Street No.20
Chennai.

Dear Mr Rajan,
,We thanks you for your inquiry about our Distro cloud shirts product.We are
enclosing our catalogue together with prices and terms, for your review and are
confident that this catalogue will provide many of the answers you have inquired.
We are also pleased to inform you that we will allow you a 10% discount on order of
60 pieces.We hope you will find our prices and terms satisfactory and expecting your
order as soon as possible.

If there is additional information you would like to know regarding our products,
please do not hesitate to contact us. We will be most happy to be of assistance.

Yours faithfully,
For Distro cloud Corporation

Hanumanth
Sales Manager

From the example above letter, it can be seen that parts of the inquiry letter is

 Masthead (header)
Listed address,if an agency / company, at the head of the letter can also use
the letterhead of the company / institution where you work and simply
writethe destination address of the company.
  Letter dated (date);Examples of the above letter: 15 february 2013
 Opener (openning)

Opener always begins with a greeting. In a letter opening depends formal /formal.

Order Letter Sample

Order letter is written to a company for official product or service requirement. It has
great number of use in every type of business. So we provide here some order letter
sample as well as order confirmation letter sample with execution letter sample.

Color World wish to place an order with National Paints Co. Ltd. for various paints.
Prepare an order using imaginary terms and conditions. (Letter of order)

Order Letter Sample

Color World
15; New Market,
Delhi

1st September 2012

Manager,
Sales Division
National Paints Co. Ltd.
20, Turban street
Gujarat.

Sub: Order for various paints.

Dear Sir,

Thank you for your quotation and the price list. We are glad to place our first order
with you for the following items:
SL.No Description Quantity Weight Unit Price Amount
1 Enamel 25 tins 100 lts 1000 25.000
Paint
2 Synthetic 20 tins 200 lts 2000 40.000
paint

Since the above goods are required immediately as our stock is about to exhaust very
soon. We request you to send the goods through your “Motor” van as the carriage
inward is supposed to be borne by you.

We shall arrange payment within ten (10) days to comply with 5/10, Net 30 terms.
Please send all commercial and financial documents along, with goods. We reserve
the right to reject the goods if received late.

Yours faithfully,

Dharmendra
Purchase Manager,
Color world

Reply to Order Letter Sample

Star Trading co. Ltd

Station Road,
Hyderabad-

10th March, 2012

Purchase Manager
EYE VIEW ELECTRONICS
12, Ramalayam Street,
Gajuwaka-

Dear sir,

We are pleased to inform you that we have dispatched your Ordered 500 TV sets as
per your specification. Those TV sets have been manufactured with best technology
and delivered through Charminar express Train having special packaging. We hope
our product will meet your satisfaction.

As the credit terms are 2/20, net 40, we will appreciate proper remittance from you.
For your convenience, we have sent Invoice and Railway Receipt (RR) through
standard chartered Bank, station Road Branch Hyderabad, . You can receive’ such
documents from Standard Chartered Bank, Head office, Hyderbad

 We thank you for this order and hope to be benefited with your further order-in
consideration of the quality of our product, please confirm the arrival of goods
sharply.

We assure you of our best services and co- operation at all times.

Yours faithfully,

Pranay kumar
Sales Manager
Star Trading co Ltd.

Sample Complaint Letter Template

Your Address
Your City, State, ZIP Code
(Your email address, if sending via email)

Date

Name of Contact Person (if available)

Title (if available)
Company Name
Consumer Complaint Division (if you have no specific contact)
Street Address
City, State, ZIP Code
Dear Contact Person or Organization Name):

Re: (account number, if applicable)

On (date), I (bought, leased, rented, or had repaired) a (name of the product,

with serial or model number, or service performed) at (location and other
important details of the transaction).

Unfortunately, your (product or service) has not performed well (or the service was

inadequate) because (state the problem). I am disappointed because (explain the
problem: for example, the product does not work properly; the service was not
performed correctly; I was billed the wrong amount; something was not
disclosed clearly or was misrepresented; etc.).

To resolve the problem, I would appreciate your (state the specific action you want:
money refunded, charge card credit, repair, exchange, etc.). Enclosed are copies
(do not send originals) of my records (include receipts, guarantees, warranties,
canceled checks, contracts, model and serial numbers, and any other
documents).

I look forward to your reply and a resolution to my problem and will wait until (set a
time limit) before seeking help from a consumer protection agency or the Better
Business Bureau. Please contact me at the above address or by phone at (home
and/or office numbers with area code).

Sincerely,

Your name

Enclosure(s)

Follow-up Letter

A follow-up letter is an important form of communication in a range of situations.

After a job interview, or a great business meeting, or even after making a good
business contact at a trade show, a follow-up letter is an effective means of
consolidating a relationship between you and the intended recipient. It provides a
platform for continued communication, and also to accent certain points discussed at
the previous meeting. A well written follow-up letter, free of English grammar and
spelling errors, can make all the difference to your success.

Let’s consider some tips to help you write a better follow-up letter in any
situation:

1. Use a follow-up letter to re-iterate your attributes, and the positive dimensions
of a new relationship for each party. If you are representing your business, you
can make a short sales pitch. If you are applying for a job, remind the potential
employer of your key skills.
2. Don’t cover old ground: offer new insights to add to your appeal.
3. Make sure your follow-up letter is sent within 2 days of the meeting or
interview; this will help keep things fresh, and promote continuity between
your performance at the interview and your letter.
4. In your follow up letter, indicate how you want to proceed from this point.
5.  Do not convey any negative sentiments in your follow-up letter.

Sales Follow-Up Letter

A sales follow-up letter is a way of extending additional customer service to the

clients of the business. A basic sales follow-up letter includes the following details:

 The date and time that the sales purchase has been made.
 The items that the client has purchased.
 The details of the transaction and the options on how the company can be of
help should there be concerns that may arise from the purchase.
 A message of appreciation for the trust that the client has given to the
company.

Circular Letter
 ACCORDING TO PROF. W. J. WESTON, “THE LETTER THAT
IS WRITTEN FOR A LARGE NUMBER OF READERS TO
CONVEY A MESSAGE IS CALLED A CIRCULAR LETTER.”

Generally, the letter that is used to circulate any special message to a huge member of
audiences at the some time is known as circular letter. it is one of the cost effective
means of circulating information or introducing new products to mass people.
however, circular letters are not only used in business but also in social, political and
personal affairs.

Features of Circular Letter in Business Communication

A letter that circulates or announces the same information or message to a large

number of people at a time is called a circular letter or a circular. Launching new
business, changing business premises, changing the name of business, admission or
retirement of any partner or director, trademark notice etc. are communicated with
people through circular letter. An effective circular letter has some unique
characteristics which are discussed bellow-

Application for employment

An application for employment is a standard business document which is prepared

with questions deemed relevant by an employer in order for the employer to
determine the best candidate to be given the responsibility of fulfilling the work needs
of the company. Most companies provide such forms to anyone upon request at which
point it becomes the responsibility of the applicant to complete the form and returning
it to the employer at will for consideration.

Q.6 Define Agenda and explain its importance for a meeting?

A meeting agenda is a list of topics or activities you want to cover during your
meeting. The main purpose of the agenda is to give participants a clear outline of what
should happen in the meeting, who will lead each task and how long each step should
take. An agenda may also be called a docket, schedule, or calendar. It may also
contain a listing of an order of business. Agenda means things to be done. It is usually
sent along with the notice of the meeting. It is a list of the topics to be discussed in a
meeting.

The features of agenda can be stated as follows:

 Generally, agenda is sent along with the notice of the meeting.

 It is written at the end but before or after the signature of the convener of the
meeting.
 It is arranged according to the importance of the end.
 Controversial topics should be written at the end.
 The topics are determined by the secretary with consulting the higher authority or
the convener of the meeting.
 It is written in brief but explicit manner.
 Agenda is the explicit topics to be discussed in a meeting the members. No one
can ignore the importance of an agenda.

The necessity or importance’s of an agenda are as follows:

 As it is circulated in advance, the members of the committee or meeting can take

preparation to discuss the topics accurately.
 It helps to take a prompt decision.
 Since it has a set of order, it helps the chairperson to conduct the meeting
smoothly.
 It can ensure covering all the topics that will be discussed in a meeting.
 It helps to control the unnecessary talking in the meeting.
 It helps to write the minutes and resolution of the meeting.
 As it is served earlier, the members of the meeting can exchange their thought
and ideas informally before holding the meeting.

Q.7 How to write a meeting agenda?Explain the process of writing an Agenda

for a meeting?
Whether you have a short, one-hour meeting or one that lasts a full day, you can use
these steps to help you write an agenda: 

1. Identify the meeting’s goals.

2. Ask participants for input.
3. List the questions you want to address.
4. Identify the purpose of each task.
5. Estimate the amount of time to spend on each topic.
6. Identify who leads each topic.
7. End each meeting with a review.

1. Identify the meeting’s goal

When you start with your goal, you can make sure the purpose of the meeting is clear
and every task you want to cover is related to your objective. Make sure to set an
achievable goal to keep your meeting as focused as possible. For example, a meeting
goal to approve the company’s monthly advertising budget is more attainable than a
goal to improve spending overall. 

2. Ask participants for input

If you want to keep your participants engaged during the meeting, ask for their input
beforehand so you can be sure the meeting fulfills their needs. You can ask them to
suggest what topics they would like covered or what questions they have. Once you
have a list of ideas from the participants, you can review them and decide which items
you’ll ultimately include.

3. List the questions you want to address

Once you know your meeting’s objective and have some ideas about the topics you
want to cover, list the questions you need to answer during the meeting. Some
meeting agendas simply list a topic as a phrase, for example: “rental equipment.”
However, you can clarify each agenda item’s purpose by phrasing discussion points
as questions. For example, you could write, “Under what conditions should we
consider renting equipment instead of buying it?” These prompts can ensure you are
inviting discussion and gathering all of the information you need for each agenda
topic.

4. Identify the purpose of each task

Every task you complete during your meeting should have a purpose. Typically, the
three main purposes are to share information, seek input or make a decision. As
you’re going through your agenda, make note of the purpose of each task. This step
will help meeting participants know when you want their input and when it’s time to
make a decision.

5. Estimate the amount of time to spend on each topic

Next, estimate how much time you plan to spend on each task. This part of the agenda
ensures you have enough time to cover all of the topics you have planned for your
meeting. It also helps participants adjust their comments and questions to fit within
the timeframe.

You can optimize your timeframe by giving more time to items you anticipate taking
longer to discuss or scheduling items of higher importance earlier in the discussion to
ensure vital topics are covered. If you have many people coming to your meeting, you
may even limit time on certain topics to streamline the conversation, encourage a
quick decision if needed and keep the meeting on schedule.

6. Identify who leads each topic

Occasionally, someone other than the meeting leader will lead the discussion on the
topic. If you plan on having other people mediate topics during your meeting, you can
identify them under their respective topic. This step helps keep the meeting running
smoothly and ensures that everyone is prepared for their responsibilities.

7. End each meeting with a review

Leaving time to end each meeting with a review can help participants better
understand what decisions they made and what information they discussed so they can
take any necessary steps after the meeting. During this review, you and your meeting
participants should also consider what went well during the meeting and what needs
improvement. By taking a few minutes to consider these questions, you can make sure
your next meeting is even more effective.

Example.
Title of group / project
Date and time
Location.

1. Welcome.
2. Minutes of previous meeting held on …date / location, - review and accept
(previously
circulated).
3. Review actions from previous meeting.
Detail of action 1 and who was responsible
Detail of action 2 and who was responsible
4. Review of work carried out since last meeting. List those responsible.
5. Discussion and setting of objectives for next period of work.List those responsible
detailing separate actions.
6. Any other business (AOB).
7. Date / time of next meeting

Meeting agenda example

You can use the following sample meeting schedule when crafting your own agenda:

MEETING AGENDA

Date: Aug. 1, 2019

Time: 1 p.m.
Location: Conference Room A

AGENDA DETAILS
*Goals: Review the marketing campaigns from last year, identify seasonal slumps in
product demand, brainstorm ways to increase demand during these slumps and make
sure we’re prepared for the next marketing campaign.*

1. Review marketing campaigns from last year.

Time: 15 minutes
Purpose: Share information
Leader: Rahul Kumar

a. Present the marketing campaigns from last year.

b. Review the sales numbers after each campaign.
c. Identify which campaigns seemed to have the biggest impact.

2. How do we best manage the fluctuating demand for our product?

Time: 30 minutes
Purpose: Decision
Leader: Sanjay singh

a. Review sales numbers from the last four quarters.

b. Identify any trends in sales numbers.
c. Brainstorm ideas on how to increase sales during those slumps.

3. Preparing for the next marketing campaign

Time: 15 minutes
Purpose: Decision
Leader: sanjay singh

a. What do we need to prepare for the next marketing campaign?

i. Review the attached marketing campaign materials.
ii. Identify tasks for each team member.
b. How will we track the effectiveness of this campaign?
c. Review sales goals for this campaign.

4. End of meeting review

Time: 5 minutes
Purpose: Decision

Leader: Rahul Kumar

a. What did we do well in this meeting?
b. What should we do differently next meeting?

Q.8 What is the importance of an agenda for a business meeting or Why is it

important to have an agenda before business meeting?

A well-structured meeting agenda is a valuable tool for ensuring that meetings

achieve desired results within the time allocated. The outline of activities to be carried
out, as well as the list of specific topics to be discussed, should aim at guiding the
participants through the meeting. Therefore, an agenda plays a significant role in
ensuring that the meeting is productive.

Advance Communication

An agenda ensures that pertinent information concerning the issues to be discussed is

passed to the participants in advance. As a result, it will give participants ample time
to do their research and consultations since the agenda contains a list of the topics or
issues to be tackled. Additionally, participants will know whether they are scheduled
to talk or make presentations. All the members invited for the meeting know what to
expect.

Meeting Objective

An agenda is significant in keeping the participants focused on the topic at hand. This
is because it contains a list of the goals of the meeting, as well as the major issues
essential in keeping the discussion centered on the meeting's purpose. Alternatively,
this can be achieved by informing the participants of the priorities or giving a
consideration to all issues and projects that affect each participant.

Preparation
Another important aspect of creating and circulating an agenda for business meetings
ahead of time is that it gives participants an opportunity to prepare for the meeting. If
participants know which specific topics are going to be discussed at a meeting, they
can research those topics in advance and prepare relevant information and questions
to contribute constructively to the meeting. If participants know that important,
relevant topics are going to be covered at meeting, they will be more likely to attend.

Engaging the Members

In addition to emphasizing the purpose of the meeting, a brief verbal preview of the
agenda at the beginning of the meeting helps set the pace of the meeting. It also gives
participants an opportunity to identify a standpoint regarding an issue, as well as
where to fall back when the meeting gets off topic. As a result, participants get to
understand the flow of the meeting and to adequately engage themselves in the
discussions.

Time Management Tool

An agenda provides a step-by-step framework for having an effective and efficient

meeting. It helps ensure effective use of participants' time, especially if the agenda
includes a time that will be allowed for each item on the agenda. Sticking to the time
allotments helps participants stay focused on important issues and concerns.

Feedback

Creating an agenda for a business enables participants to give the meeting planner
feedback about the direction of the meeting and to make changes to the agenda as
necessary to include topics of special concern. For example, if a certain manager
wants to discuss a new approach to marketing a product, he might be disappointed if
the meeting does not address his concern. Tailoring a meeting agenda to include the
topics participants want to discuss can encourage attendance.
Q.9 Define Minutes and explain the importance of Minutes in an organization?

Meeting minutes are an official record of a meeting for its participants. They're also
sources of information for teammates who were unable to attend. Meeting minutes act
as performance permanent written records to use as references for future decision-
making.

Despite their name, meeting minutes don't have to be a record of every single minute.
On the contrary, it is vital to learn how to cut through the noise and only include the
most relevant information in your document.

Meeting minutes are incredibly handy tools that can offer your team an array of
advantages. Once you’ve integrated them into your regular workflow, you’ll never go
back.

A. ‍Less talk, more action

Meeting minutes can help avoid Meetings become a forum for endless discussion and
back-and-forths,because they make things more efficient. When you have previous
meeting minutes to reflect on or upcoming agenda items on your meeting minutes
template to refer to, you’ll know exactly what needs to be covered in a meeting.

The structure of meeting minutes also helps with this, as agenda items are often
placed in tables that assign contact people, plans of actions, and the like.

B. ‍Better meeting structure

As mentioned above, poorly organized meetings usually aren’t very efficient. As a

general rule, a meeting leader should never go into a meeting without a precise plan
outlining what needs to be discussed. However, people are busy and many meeting
leaders forget to do so in advance.

If you put together regular meeting minutes, We’ll get in the habit of determining
meeting agenda items in advance.

C.‍Keep everyone up to speed

One of the best benefits of meeting minutes is the fact that they can be distributed to
people who weren’t able to attend a meeting. Instead of wasting time answering the
same questions and explaining what was discussed, we can simply send them a copy
of the relevant meeting minutes and they can bring themselves up to speed right away.

D.‍Avoid forgetting about important topics

Another pitfall of disorganized meetings is forgetting to address important topics.

We’ve probably experienced the sinking feeling that happens when you walk out the
door of a meeting and realize We didn’t discuss a key issue you had in mind. Meeting
minutes ensure that nothing gets forgotten in your meetings. You’ll be able to refer to
the agenda items already marked down in your draft and even check minutes from
past meetings.

E.‍Increased accountability

Last, meeting minutes add a degree of accountability to both what’s discussed in

meetings and meetings themselves. When a topic is discussed at a meeting, the person
taking the meeting minutes usually writes down a team, contact person or leader that’s
associated with that meeting item. This gives that specific person(s) accountability
over that topic and can be referred back to as a resource in the future.

Q.9 ‍What should you include when writing meeting minutes?

The contents of your meeting minutes will depend on your company’s needs and the
kind(s) of meeting you generally hold. However, the following elements are usually
included in most meeting minute documents:

‍1. Meeting basics like name, place, date and time‍

It’s important to include basic details about your meeting at the top of your meeting
minutes document. This ensures that everything is organized and that your meeting
can be identified at a glance.

2. List of meeting participants

Next, you’ll want to include a list of everyone who was present at your meeting. This
identifies everyone who’s working on or involved with a given project or topic, as
well as noting down which employees are informed about what.

This list is also handy because it helps determine which employees were not able to
attend a meeting and will need to be sent a copy of the meeting minutes for review.

‍3. Meeting purpose

Every meeting should have one central goal. You might discuss a variety of topics,
but there should be one main objective on the agenda. It’s essential to note this down
because it helps provide direction to the meeting and clarity regarding its focus.

‍4. Agenda items

Great meeting minutes should include all the agenda items that were addressed at a
meeting. If possible, it’s a great idea to talk to the meeting leader and note down these
agenda items before the meeting begins for maximum note taking efficiency.

A handy way to stylize agenda items in meeting minutes is in a table format. That
way, you can include columns for things like decisions made, action items, next steps,
contact people, additional comments, and so on.

5. Next meeting date and place

At the end of the meeting, your team should determine how long it will be until
everyone needs to meet again. Make sure to note down the date and time in your
meeting minutes.

‍6. Documents to be included in the meeting report

You might have additional meeting documents that you’ll want to attach to your
report and refer back to in the future. This might include reports, presentations,
documentation, and so on. The sky’s the limit.

‍
Q.10 How to write effective Minutes of meeting & what are the steps involved in
recording minutes?

Meeting minutes are an official record of a meeting for its participants. They're also
sources of information for teammates who were unable to attend. Meeting minutes act
as performance permanent written records to use as references for future decision-
making. There are five main steps involved in recording the minutes of a meeting.
They are:

 Pre-planning
 Record-taking
 Writing or transcribing the minutes
 Sharing meeting minutes
 Filing or storage of minutes for referencing in the future

 1. Pre-Planning Meeting Minutes:

A well-planned meeting helps ensure effective meeting minutes.  If the Chair and the
Secretary or minutes-taker work together to ensure the agenda and meeting are well
thought out, it makes minute taking much easier. For example, depending on the
meeting structure and the tools you use, the minutes-taker could work with the Chair
to create a document format that works as an agenda and minutes outline as well.

2. What Should Be Included in Meeting Minutes?

Meeting minutes usually include the following:

 Date and time of the meeting

 Names of the meeting participants and those unable to attend (e.g., “regrets”)
 Acceptance or corrections/amendments to previous meeting minutes
 Decisions made about each agenda item, for example:
 Actions taken or agreed to be taken
 Next steps
 Voting outcomes – e.g., (if necessary, details regarding who made motions;
who seconded and approved or via show of hands, etc.)
  Motions taken or rejected
 Items to be held over
 New business
 Next meeting date and time

3. The Minutes Writing Process

Once the meeting is over, it’s time to pull together your notes and write the minutes.
Here are some tips that might help:

 Try to write the minutes as soon after the meeting as possible while everything
is fresh in your mind.
 Review your outline and if necessary, add additional notes or clarify points
raised. Also check to ensure all decisions, actions and motions are clearly
noted.
 Ensure you're including sufficient detail

o For Board of Director’s minutes in particular, we recommend

including a short description of each action taken, as well as the
rationale behind the decision
o If there was a lot of discussion before passing a motion, write down the
major arguments for and against 

 Edit to ensure brevity and clarity, so the minutes are easy to read

In terms of mom format, here are a few things to keep in mind: 

o Be objective
o Write in the same tense throughout
o Avoid using names other than to record motions and seconds. 
o Avoid personal observations — the minutes should be solely fact-
based 
o If you need to refer to other documents, don't try to summarize them.
Rather, simply indicate where they can be found or attach them as an
appendix  
4. Do Meeting Minutes Have To Be Approved?

Before you share your meeting minutes, make sure that the Chair has reviewed and
either revised and/or approved the minutes for circulation. They are not an official
record of a meeting unless this has taken place. Depending on your Board, minutes
may also be formally approved at the beginning of the next meeting. 

5. Distributing or Sharing Meeting Minutes

As the official “minutes-taker” or Secretary, your role may include dissemination of

the minutes. 

Online sharing

The method of sharing or distribution will depend on the tools that you and your
organization use. Since minutes and other documentation can create a pile of paper,
it’s great if you can use a paperless sharing process. For example, if you are using a
word processing tool (e.g., Microsoft Word) that doesn’t offer online sharing, you
might want to create a PDF of the document and send this and the other attachments
or meeting documentation via email. Alternately, if you are all using Google docs –
for meeting invitations, agenda and additional document sharing – you can simply
“share” the document with that group once it has been finalized. Committee or Board
members can simply read the documents online and save a few trees!

Filing/Storage of Meeting Minutes

Most committees and Boards review and either approve or amend the minutes at the
beginning of the subsequent meeting. Once you’ve made any required revisions, the
minutes will then need to be stored for future reference. Some organizations may store
these online (e.g., in Google docs or SkyDrive) and also back these up on an external
hard drive.  You may also need to print and store hard copies as well or provide these
to a staff member or Chair for filing.

Q.11 What is the procedure of preparing,signing & filing of Minutes of meeting?

Minutes means a formal written record, in physical or electronic form, of the
proceedings of a Meeting. Minutes Book means a Book maintained in physical or in
electronic form for the purpose of recording of Minutes.

A distinct minute book shall be maintained for each type of meeting namely

 General Meetings of the Members

 Meetings of the Creditors
 Meetings of the Board
 Meetings of each of the Committees of the Board

The Following Procedure is to be followed for “Preparation and Signing of

Minutes of Meeting

1. Maintenance of Minutes
 Minutes shall be maintained in Physical or in Electronic form. Minutes
in Electronic form shall be maintained with Timestamp.
 Distinct Minutes Book shall be maintained for Meetings of the Board
and each of its Committees.
 Minutes shall not be pasted or attached to the Minutes Book, or
tampered with in any manner.
 Minutes Books, if maintained in loose-leaf form, shall be bound
periodically depending on the size and volume and coinciding with one
or more financial years of the company.
 Minutes Books shall be kept at the Registered Office of the company
or at such other place as may be approved by the Board.
 Minutes, once entered in the Minutes Book, shall not be altered
without Board’s approval.
 The Chairman shall exercise absolute discretion in regard to the
inclusion or non-inclusion of any matter in the minutes on the below
mentioned grounds that whether it:
 Is or could reasonably be regarded as defamatory of any person
or
 Is irrelevant or immaterial to the proceedings or
  Is detrimental to the interests of the company.
2. Contents of Minutes

 Minutes shall state type of meeting, date, venue and time of the
meeting.
 Minutes shall record names of Directors present at the meeting
physically or through Audio Visual Means and any leave therein.
 Record of presence of Quorum
 Noting of the Minutes of the preceding Meeting.
 Noting the Minutes of the Meetings of the Committees.
 The text of the Resolution(s) passed by circulation
 The time of commencement and conclusion of the Meeting.

3. Recording of Minutes

 Minutes shall be written in third person and past tense. Resolutions

shall however be written in present tense.
 Minutes of the preceding Meeting shall be noted at a Meeting of the
Board held immediately following the date of entry of such Minutes in
the Minutes Book.
 The Company Secretary shall record the proceedings of the Meetings
and where there is no Company Secretary, any other person duly
authorised by the Board or by the Chairman in this behalf shall record
the proceedings. The Chairman shall ensure that the proceedings of the
Meeting are correctly recorded.

4. Finalization of Minutes

 The draft minutes shall be circulated within fifteen days from the date
of the conclusion of the Board Meeting by hand or by speed post or by
registered post or by courier or by e-mail or by any other recognised
electronic means to all the members of the Board or the Committee, as
on the date of the Meeting, for their comments.
  Company shall keep the proof of sending draft Minutes and its delivery
shall be maintained for such period as decided by the Board, which
shall not be less than three years from the date of the Meeting.
 The Directors, whether present at the Meeting or not, shall
communicate their comments, if any, in writing on the draft Minutes
within seven days from the date of circulation thereof, so that the
Minutes are finalized and entered in the Minutes Book within the
specified time limit of thirty days.

5. Entry in Minutes Book

 Minutes so finalized by the directors shall be entered in the Minutes

Book within thirty days from the date of conclusion of the Meeting. In
case a Meeting is adjourned, the Minutes in respect of the original
Meeting as well as the adjourned Meeting shall be entered in the
Minutes Book within thirty days from the date of the respective
Meetings.
 Company Secretary shall record the date of entry of the Minutes in the
Minutes Book and where there is no Company Secretary, it shall be
entered by any other person duly authorised by the Board or by the
Chairman.
 Minutes, once entered in the Minutes Book, shall not be altered. Any
alteration in the Minutes as entered shall be made only by way of
express approval of the Board at its subsequent Meeting at which the
Minutes are noted by the Board and the fact of such alteration shall be
recorded in the Minutes of such subsequent Meeting.

6. Signing of Minutes

 Minutes of the previous Meeting may be signed either by the Chairman

of that Meeting at any time before the next Meeting is held or by the
Chairman of the next Meeting at the next Meeting.
 The Chairman shall initial each page of the Minutes, sign the last page
and append to such signature the date on which and the place where he
 has signed the Minutes. If the Minutes are maintained in electronic
form, the Chairman shall sign the Minutes digitally
 The Chairman shall score out any blank space in a page between the
conclusion of the Minutes and his signature.
 Company shall circulate a copy of the said signed Minutes, certified by
the Company Secretary or where there is no Company Secretary by
any Director authorised by the Board, to all the Directors as on the date
of the Meeting and appointed thereafter, except to those Directors who
have waived their right to receive the same either in writing or such
waiver is recorded in the Minutes, within fifteen days of signing of the
Minutes.
 Company shall keep the proof of sending signed Minutes and its
delivery shall be maintained by the company for such period as
decided by the Board, which shall not be less than three years from the
date of the Meeting.

7. Preservation of Minutes and other Records

 Minutes of all Meetings shall be preserved permanently in physical or

in electronic form with Timestamp.
 Office copies of Notices, Agenda, Notes on Agenda and other related
papers shall be preserved for eight financial years
 Minutes Books shall be in the custody of the Company Secretary.
 MODEL QUESTION PAPER FORMAT

Max. Marks: 50 Time: 1 1/2 hrs (90

Minutes)

SECTION A (Total: 4x5=20 Marks)

(Answer any four questions. Each answer carries 5 marks
(At least 1 question should be given from each Unit)

1
2
3
4
5
6
7
8
.

SECTION B (Total: 3x10 = 30 Marks)

(Answer any three questions. Each answer carries 10 marks
 (At least 1 question should be given from each Unit)

1
2
3
4
5
@@@@@

ADIKAVI NANNAYA UNIVERSITY::RAJAHMAHENDRAVARAM

UG – Life Skill and Skill Development Course Syllabus (2020-21)

MODEL QUESTION PAPER

SKILL DEVELOPMENT COURSE

Semester: II-(Group A)
BUSINESS COMMUNICATION

Time:2Hrs. Max Marks: 50

SECTION-A

Answer any FOUR questions. Each question carries 5 marks. 4 x 5 = 20Marks

1. What is the meaning and process of communication?
2. Explain the types of Business communication
3. Write a brief note on organizational Hierarchy.
4. Write about online communications
5. Make a brief note on business idioms and collocations.
6. Write about ‘Preparation of business meeting agenda’
7. Write a brief note on ‘agenda notes’
8. Write about circulation of minutes.
SECTION – B
Answer all the questions. Each question carries 10 marks. 3 x 10=30Marks

9. Explaine organizational communication and its barriers.

OR
10. Give an overview regarding the importance of communication in your own words.

11. What are the categories, methods and formats in Business communication
OR
12. Explain various levels of communication in an organization.

13. What are the characteristics of a good business communication

OR
14. Write about presentations of communication using various method

MODEL QUESTION PAPER -1

SKILL DEVELOPMENT COURSE

Semester: II-(Group A)
BUSINESS COMMUNICATION

Time:2Hrs. Max Marks: 50

SECTION-A

Answer any FOUR questions. Each question carries 5 marks. 4 x 5 = 20Marks

1. Define communication & explain its importance in business organization?

2. Explain the barriers of communication
3. Write a brief note on organizational Hierarchy.
4. Write about online communications
5. Write a note on business business vocabulary.
6. What is Agenda and its imortance’
7. Write a note process of preparing Minutes’
8. Describe different types of reports.

SECTION – B

Answer all the questions. Each question carries 10 marks. 3 x 10=30Marks

9. Define communication and eloborate the process of communication.

OR
10. What is the importance of communication in an organization in your own words.
11. Write an essay on types of communication in an organization.
OR
12. Explain various levels of communication in an organization.

13. Explain the process of writing a meeting agenda

OR
14. What is the procedure of preparing Minutes of the meeting?

MODEL QUESTION PAPER -2

SKILL DEVELOPMENT COURSE

Semester: II-(Group A)
BUSINESS COMMUNICATION

Time:2Hrs. Max Marks: 50

SECTION-A

Answer any FOUR questions. Each question carries 5 marks. 4 x 5 = 20Marks

1. Explain what are the different stages in the process of communication?

2. Write a note on organizational communciation and its importance
3. Write a note on different directions in which communication flows in an
organization.
4. What are different forms of online communication?
5. What is the use of business idioms and collocations?.
6. What is Agenda and prepare a sample agenda for a Business meeting’
7. Write a note process of preparing Minutes’
8. Describe the process of writing reports.

SECTION – B

Answer all the questions. Each question carries 10 marks. 3 x 10=30Marks

9. Define communication and Detail the Barriers of communication.

OR
10. What are different kinds of communication in an organization?
11. Write an essay on written communication and its types.
OR
12. What are the important features of a business letter?.

13. Write an essay on principles of good written communication

OR

14. How to write effective Minutes of meeting & what are the steps involved in
recording minutes?