Business Communication

June 2022 Examination

1 ANS:
Introduction
Communication in the workplace relies heavily on the quality of your demeanour. Maintaining
cordial ties is important in the workplace. It's critical to know the other person's thoughts and
feelings in order to be able to communicate with them in a way that reflects your own.
The use of the word "you" in place of the words "we" or "I" does not constitute a "you" mindset.
It refers to the act of composing a business letter with a good frame of mind for the person who
will be receiving it.

It's important for the author to keep the reader's perspective in mind when crafting their work. He
needs to picture the reader in his mind. He should think about how the recipient could react to
reading the letter. By picturing how your reader would respond, you can better convey the "You
Attitude" factor in business communication.

It is important for the writer to picture the reader's reaction to this letter. In other words, 'You
Attitude' is a writing style that puts the writer in the reader's shoes, giving the reader a clear
perspective on the scenario.

Using the You Attitude:

you attitude a popular term that refers to putting what you want to say in you attitude is a crucial
step both in thinking about your audience’s needs and in communicating your concern to your
audience.
 Speaking and writing in the perspective of your viewer's dreams, targets, aspirations, and choices
are focused on communications and the " you " method. You may acquire the " you " mindset
using substituting phrases like "I," "me," "may," "we," "us," as well as "ours" with "you" &
"yours".

Examples:
• I or we Attitude: I will give you 10% discount
• You attitude: You can get 10% discount
• Lacks you attitude: We provide health insurance to all employees.
• You attitude: You receive health insurance as a full-time Procter & Gamble employee.
• Lacks you attitude: You made no allowance for inflation in your estimate.

• You attitude (passive): No allowance for inflation has been made in this estimate.

Importance of ‘You Attitude’

• Your attitude in the letter helps to draw the reader's attention and gets a positive response.
As a result of your demeanour, a warm and trusting atmosphere is created.
• Your disposition inspires the reader and can lead to a positive outcome even in the face of
unpleasant news.
• Writing a letter is easier when you have a positive attitude about it.
• When you have a positive attitude, it reflects well on the firm and helps build a positive
brand image.
Maintaining Standard of Etiquette

When it comes to corporate manners, being "proper" isn't enough. In order to be a more
considerate and considerate person, you must develop your emotional intelligence.

Maintaining proper business communication etiquette does the following:

 Fosters employee loyalty and overall positive brand perception

 Improves company culture and team morale

 Encourages internal engagemen

 Prevents frustration, confusion, and mishaps due to misunderstandings

 Promotes productivity and harmonious collaboration

 Helps you build and maintain positive business relationships and make helpful connections .
When in doubt, introduce others
A handshake is still the professional standard
Always say “Please” and “Thank you.
Don’t interrupt

Example
Rather than that: In case you do now not settle your notable fee within ten days, we will tell all
three credit bureaus.
Just write that: If you settle your past-due invoice within ten days, you can avoid a terrible mark
on your credit history.

Emphasizing the positive:

We can avoid using negative language by emphasising the positive. Instead of focusing on the
reader's shortcomings, consider their abilities. Give an example to back up the information that is
bad because of this or because it benefits the reader in some way

Don't include the negative in your writing if its significance is insignificant.

Using Bias-Free Language

Sometimes the language we use reflects our stereotypes. While in speech our facial expressions or
even gestures may convince our listeners that we are not being offensive, in writing it is a lot harder
to do.
To avoid confusion and needless anger on the part of the reader, use language that is clear,
objective, and stereotype-free. Avoid making generalizations when talking about gender,
ethnicity, race, sexual orientation, or people with disabilities.
Example:
Biased: Each manager must debrief his department.
UnBiased: Each manager must debrief his or her department

Bias based on gender

Use the identical identifiers for everybody, irrespective of gender, to save you discriminatory
terminology.
Example :
Do not address a woman as chairwoman before addressing a man as chairman.

Bias based on race and ethnicity.

Avoid labeling people primarily based on their race or ethnicity, except it's far essential—which it
usually is.

Biased: A strange Black man spoke to me at the grocery store.

Better: A strange man spoke to me at the grocery store.

Bias based on age.

Always carry up a person's age when everything is suitable.

For example, instead of saying Tina,30, is the newest member of our trusted branch, say that Afifa
is the most modern member of our depending on the department.

Bias based on disability

If you, in reality, should refer to somebody's disability, begin with the person and end with the
disability.

Biased: I met an epileptic on the bus today.

Better: I met a person with epilepsy on the bus today.

Conclusion:
To finish this, speaking & composing in the angle of your viewer's dreams, targets, desires, and
selections are referred to as embracing the "you" approach. It's all expressing valid concern for
your viewers' requirements and showing great enthusiasm for them.

2ANS:
Introduction

It is a letter of recommendation accompanying a college application that endorses a student's traits

and skills. If you're not sure what information to include in your letter or how to send it, check the
school's admissions website or call the office directly to get the answers you need.
If you want a letter of recommendation from your professor, academic adviser, coaching staff,
supervisor or another reference to write a recommendation for you, utilise the information in this
guide to ask for it the right way.
Letters of reference are often required by colleges and universities as part of an application for
admission. A student's teachers, coaches, or employers typically send these letters as a way to
emphasise their achievements and help them gain admission to the school of their choice.

A formal request for letters of recommendation, along with any relevant information that will assist
your references in writing the letter, should be made if you need them.
Steps To Request Letter Of Recommendation :

1. Compile a list of possible references.

2. Submit formal Request.
3. Provide supporting documents.
4. Clarify submission instructions.
5. Thank your Reference.

Letter for requesting the recommendation letter for higher studies

Dear Mr. ABC,

I was required to produce a letter of recommendation as part of the requirements for admission to
Bernard College. I would very appreciate it if you could write this letter for me, with specific
comments about our student-teacher relationship and my support to you three years ago.

I hope everything is going well for you. I hope you would consider me because I finished three
years ago in business and was a brilliant student in all disciplines. I'm applying to Bernard
University for Post-Graduate Management Studies. I believe you could confidently and
successfully vouch for all of the skills and abilities I've demonstrated as my teacher during our
time together.

I've included my transcripts with my current GPA as well as details about my involvement in
finance clubs. You will also find a copy of my college application to help you draught the letter
and email it to the admissions office. The letter must be sent before September 30, 2022. If you
are unable to offer a letter, please notify me within one week of receiving this request.I know how
busy you are, and I thank you in advance for your time. If there is any other information I can
provide, please contact me at the phone number or email address at the top of this letter.

Thanks for your precious time and help.

Yours sincerely,

LISA

Conclusion

To conclude this, the recommendation letter is wanted as Lisa as I want to be admitted to the
college for a similar education. That is why a recommendation letter is necessary, highlighting my
skills, talents, and the way I have finished my research and my conduct at some stage in the
graduate take a look at the university. So, for making use of further, alongside documents, there
may be a demand for a letter of recommendation. that is why I have asked that letter of
recommendation from my professor, who is aware of approximately how was I as a student there
and what become my manner of behaving there and how I participate in all the activities relating
to my problem. My professor is likewise a first-rate examiner in the university. He considers my
request for the letter, as he knows how critical a recommendation letter is and is aware of and
recalls me even after three years of graduation because of his first-class student.
3. ANS:
Introduction
LETTER OF CLAIM: Any letter or written communication, whether expressed to be sent under
a pre-action protocol or otherwise, that suggests that a Claim for damages against the insurer
may be brought.

When an affected consumer sends a letter to the seller with complaints and demands

It is referred to as a clam letter. In most cases, a losing buyer sends a claim letter to the seller.

Concepts and applications

Correct tone and format of claim letters:

1.Be considerate

Compose in a respectful tone and also prevent making threatening, mad, or humorous remarks
no matter what.

2. Be succinct

Customer service representatives may receive tens of thousands of letters each day, which
means you must fast reach the stage so that they know exactly what they're dealing with when
they begin reading.

3. Be authoritative

Becoming authoritative on your correspondence generates exactly the right tone

and allows the company know your complain seriously.

4 Format your correspondence at a fresh, proper manner.

As previously said, professionally organised correspondence can have a favourable impact on

how your complaint is received. Include your name, address, and date in the upper right-hand

corner, followed by the title or name of the individual to whom you are writing, and, on the other

hand, the organization's speech directly above the content of this message.

b. ANS:
Introduction
The general tone of a personal text affects the reader, much as the intonation of one's speech
impacts listening in regular conversations.

A complaint letter, also known as a declaration letter, is a powerful letter submitted by a client to
a corporation or organization to understand an issue with an item or brand. A claim assertion starts
typically (or even occasionally ends) with a demand for adjustments, including reimbursement,
substitution, or compensation for losses.

Concepts and Applications

Complaint letter for refund
Date: 19 March 2022
To, Director of Consumer Grievance Redressal Cell
Subject: Complaint Letter to Flipkart about the refund
From,
Name: Jass Javvy
Respected Sir
My name is Jass Javvy. On January 1, 2022, I purchased a Kitchen Resource stand mixer from
Flipkart for Rs.40,000. This shipping is insured, and there is a 40-day money-back guarantee. The
mixer no longer worked well due to the stand, therefore I decided to send it back to Flipkart on
January 5th. After that, I assigned a new name to the company each week. Representatives over
the phone informed me they may credit my account for the freight and handling costs and cash
equivalent to the mixer rate. On 15th March, I received a declaration for my credit scorecard. To
my dismay, I locate that no credit has been implemented to my account for the mixer, its
transportation, and handling expenses.

This is the formal letter to you as I want the refund of my object that I have returned because it
was now not working satisfactorily. I hope to acquire the credit score in return for the combination
within 2-3 days.

Yours simply.

Jass savvy.

Conclusion
With the aid of articulating in reality and respectfully the one-of-a-kind troubles that are the point
of interest of your anxiety, frustration, and bitterness, sending letters of complaints enables you to
gain resolution and circulate forward with your existence. A claim letter is brought as a legally
enforceable medium of interaction that can be used as documentation if a complaint is dragged to
court. In most situations, courtroom hearings are unnecessary because the organization's
beneficiary frequently responds with adjustments letters, which resolves the dispute.