MODULE 1:

meaning and definition

The Communication is a two-way process wherein the message in the form of ideas,
thoughts, feelings, opinions is transmitted between two or more persons with the intent of
creating a shared understanding. The best definition of communication is –
“communication is the process of passing information and understanding from one person to
another.” In simple words it is a process of transmitting and sharing ideas, opinions, facts,
values etc. from one person to another or one organization to another.

Simply, an act of conveying intended information and understanding from one person to
another is called as communication. The term communication is derived from the Latin
word “Communis” which means to share. Effective communication is when the message
conveyed by the sender is understood by the receiver in exactly the same way as it was
intended.

process of communication
the communication is a dynamic process that begins with the conceptualizing of ideas by the
sender who then transmits the message through a channel to the receiver, who in turn gives
the feedback in the form of some message or signal within the given time frame. Thus, there
are Seven major elements of communication process:

1. Sender: The sender or the communicator is the person who initiates the conversation
and has conceptualized the idea that he intends to convey it to others.
2. Encoding: The sender begins with the encoding process wherein he uses certain
words or non-verbal methods such as symbols, signs, body gestures, etc. to translate
the information into a message. The sender’s knowledge, skills, perception,
background, competencies, etc. has a great impact on the success of the message.
3. Message: Once the encoding is finished, the sender gets the message that he intends
to convey. The message can be written, oral, symbolic or non-verbal such as body
gestures, silence, sighs, sounds, etc. or any other signal that triggers the response of a
receiver.
 4. Communication Channel: The Sender chooses the medium through which he wants
to convey his message to the recipient. It must be selected carefully in order to make
the message effective and correctly interpreted by the recipient. The choice of
medium depends on the interpersonal relationships between the sender and the
receiver and also on the urgency of the message being sent. Oral, virtual, written,
sound, gesture, etc. are some of the commonly used communication mediums.
5. Receiver: The receiver is the person for whom the message is intended or targeted.
He tries to comprehend it in the best possible manner such that the communication
objective is attained. The degree to which the receiver decodes the message depends
on his knowledge of the subject matter, experience, trust and relationship with the
sender.
6. Decoding: Here, the receiver interprets the sender’s message and tries to understand it
in the best possible manner. An effective communication occurs only if the receiver
understands the message in exactly the same way as it was intended by the sender.
7. Feedback: The Feedback is the final step of the process that ensures the receiver has
received the message and interpreted it correctly as it was intended by the sender. It
increases the effectiveness of the communication as it permits the sender to know the
efficacy of his message. The response of the receiver can be verbal or non-verbal.

Functions of business communication

Inform Employees About Job Functions
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One of the key functions of communication is to inform employees about job functions.
When team members have a clear idea of what their role entails, and how it relates to the
overall objectives of the business, they have more incentive to complete their tasks. When
roles are not clearly defined, employees may be more likely to miss their targets because they
don’t know what is expected of them.

Examples of communication that is informative include job descriptions, company-wide

targets and performance reviews. An everyday conversation between a manager and a team
member about upcoming tasks is also an example of informative communication.

Persuade Clients and Partners

In business, communication is often used to persuade prospects, clients and partners to
complete a transaction. Whether that’s booking a consultation, completing a sale or signing a
contract, persuasion is an important aspect of communication that businesses need to master.

Persuasive communication can be verbal, such as an elevator pitch to a new prospect over the
phone, or written, such as an ad in a niche magazine for a new product. Persuasive
information usually contains an emotional element, which helps the audience to relate to the
business. In addition, persuasive communication needs to show the credibility of the
company, and how it can help solve the problems the audience is facing.
When it comes to liaising with the media, a company’s public-relations professionals use
persuasive communication to present specific angles about the organization. This kind of
communication can be used to create a certain image for the company or deal with poor
publicity.

Motivate Employees to Make Better Decisions

Communication is often used strategically in organizations to help employees make better
decisions about their day-to-day tasks and their long-term goals as they relate to the business.
For example, communication regarding performance incentives can motivate employees to
work more efficiently to hit their targets on time.

Motivational communication can also take the form of an employee handbook that specifies
what kind of behavior is encouraged in the workplace and what kind of actions should be
avoided. While communication can be used to control employees within the workplace, it’s a
good idea to enable employees to make their own decisions that not only benefit them, but
also benefit the company.

Socialize to Create Bonds

The way an organization communicates is ingrained in the company’s culture. Some
companies value open and honest discussions between all levels of the organization, while
others prefer communication coming down the chain of command. In either case,
communication plays a critical role in helping employees to build bonds.

Socializing with colleagues, managers, clients and partners presents opportunities for people
to find common ground and see each other past their job descriptions. When people are able
to build relationships with those they work with, they are likely to perform more effectively
on the job because they feel a sense of camaraderie and team spirit. Social communication
can be verbal, such as a conversation in the lunch room about what took place over the
weekend. It can also be written, such as thank-you notes or invitations for events.

Objectives of Business Communication

1. To exchange information: The main objective of business communication is to
exchange information with internal and external parties. Internal
communication occurs within the organization through orders, instructions,
suggestions, opinions etc.
2. To develop plans: Plan is the blueprint of future courses of actions. The plan must be
formulated for attaining organizational goals. In order to develop a plan, management
requires information. In this regard, the objective of communication is to supply
required information to the concerned managers.
 3. To implement the plan: Once a plan is prepared, it is to be implemented.
Implementation of a plan requires timely communication with the concerned parties.
Thus, communication aims at transmitting a plan throughout the organization for its
successful implementation.
4. To facilitate policy formulation: Policies are guidelines for performing
organizational activities. Policies are also termed as standing decisions to recurring
problems. Every organization needs to develop a set of policies to guide its operation.
Preparing policies also require information from various sources. Therefore, the
objective of communication is to collect necessary information for policy formulation.
5. To achieve organizational goal: Collective efforts of both managers and workers are
essential for achieving organizational goals. Communication coordinates and
synchronizes the efforts of employees at various levels to achieve the stated goals of
the organization.
6. To organize resources: Various kinds of resources are available in an organization
such as human resources, material resources, financial resources and so on. In
organizing these resources in an effective and efficient way is a key challenge to the
managers. Communication is the vehicle to overcome this challenge.
7. To coordinate: Coordination is a basic management function. It involves linking the
various functional departments of large organizations. Without proper and timely
coordination, an achievement of organizational goals is impossible. Therefore, the
objective of communication is to coordinate the functions of various departments for
the easy attainment of organizational goals.
8. To direct the subordinates: The job of a manager is to get the things done by others.
In order to get the things done, management needs to lead, direct and control the
employees. The performance of these managerial functions depends on effective
communication with subordinates.
9. To motivate employees: A pre-requisite of employee motivation is the satisfaction of
their financial and non-financial needs. Financial needs are fulfilled thorough
monetary returns. However, in order to satisfy non-financial needs, management must
communicate with employees on a regular basis both formally and informally.
10. To create consciousness: Employees of an organization must be conscious regarding
their duties and responsibilities. Communication supplies necessary information and
makes them conscious about their duties and responsibilities.
11. To increase efficiency: In order to increase employee efficiency, they should be
provided with necessary information and guidelines. Communication supplies such
information and guidelines for them.
12. To bring dynamism: Organizations should be dynamic to cope with the internal and
external changes. Bringing dynamism requires finding new and better ways of doing
things. For this purpose, communication helps to seek new ideas and suggestions from
the internal and external parties.

Importance of business communication

The flow of information in a firm determines the profit at the end of the financial year.
Hence, companies, whether small or big, must have the right channels of communication.
Here are some reasons why business communication is vital for a business to survive in the
local or international market.
  Management efficiency: For a business to be successful, there has to management of
operations. Therefore, when there are appropriate communication channels
information flows correctly. This is from the top, middle and lower management; it
increases efficiency and production of goods and services. An example is a
warehouse, whereby order comes in at different times. If an order has been placed,
and the buyer changes his mind the firm has to notify the employees. The information
about this should be sent immediately to the processing team to stop production. This
saves time and maximizes on resources.
 Resource utilization: maximization of profits and minimization of cost is the main
aim of a business. Therefore, when the available resources are utilized accordingly
then, the firm is bound to make profits. However, this can only be achieved if the
information is given to the right personnel at the right time. Through communicating
the management can know the number of staff needed to work on a product.The top
management ensures the employees are not over-staffed or under-staffed. For
example, if information about employees being overstaffed at a particular section is
relayed to the senior management on time, changes shall be made immediately. This
guarantees maximum utilization of the human resource, reducing time wastage.
 Giving information: It’s the main aim of any communication that happens between
the top, middle, and lower management. Once the message is channelled to the
relevant authorities in the firm it is then distributed to the staff.This ensures that every
personnel is on the same page regarding the mission and goals of the company. This,
in turn, unites them and makes them function as one and later improves the quality of
goods and services.
 Persuasion: For the company to improve its sales advertisements are needed to
promote the product. The language used by the firm to lure a buyer must be polite and
enticing. Hence communication is required to educate the consumer about the product
and its benefits. In return, the consumer can relate to the product and buy it, which
increase sales and profits.
 Warning and appreciation: Human beings like to be appreciated for the work done.
Hence, employers need to appreciate their employees since this motivates them.
Nonetheless, if an employee is an indiscipline, a warning should be issued. This can
be done through a written document or orally.

Essentials of good communication

(1) Clarity of Information:
Commenting on the ‘communication realism’ Terry says that first essential of effective
communication is to ‘inform yourself fully’. It implies that first of all the communicator must
be clear in his mind with the information he wants to communicate. Communication should
always be in common and easily understandable language so that it may not be
misunderstood by the persons receiving it.

(2) Adequacy of Message:

The message to be communicated should be adequate and complete in all respects since
incomplete information turns out to be dangerous from the viewpoint of business. The
adequacy of information being transmitted depends upon the intellectual capabilities of
parties concerned.

(3) Consistency of Message:

The message to be communicated should not be mutually conflicting rather it should be in
line with the overall objectives, policies, programmes and procedures of the organisation.
Self-contradictory messages always create chaos and confusion in the organisation which is
highly detrimental to the efficient running of the enterprise. If the message is amended from
the previous one, the fact should be clearly stated so that the chances of confusion can be
reduced.

(4) Feedback:
Feedback is an important method of ensuring effective communication. It refers to the
confirmation of the idea communicated whether the message has been understood by the
receiver in the same sense in which the sender makes or whether the recipient is agreed or
disagreed to the proposal of the communicator, makes it essential on the part of the sender to
confirm it from the receiver.

In case of face to face communication, it is easier to get feedback information observing the
emotions and expressions on the face of the receiver. But, for written communication, the
management should devise or evolve suitable means and ways for making communication
more effective.

(5) Understanding the Receiver:

Understanding is the main aim of communication. The communication must create proper
understanding in the mind of the receiver. Killian advised, “communicate with an awareness
of the total physical and human setting in which the information will be received.

Picture the place of work; determine the receptivity and understanding levels of the receivers;
be aware of social climate and customs, question the information’s timeliness. Ask what,
when and in which manner you would like to be communicated with if you were in a similar
environment and position.”

(6) Consultation:
It is generally desirable to consult others in planning communication. This will provide
additional insight and objectivity to the message. An important advantage of consultation will
be that those who have been taken into confidence while planning communication will lend
active support.

(7) Determine Medium:

After having decided the subject matter it should be determined as to how best this message
is to be communicated. All aspects of oral or written communication must be carefully
examined.

(8) Tone and Content:

The communicator must be careful about the language he uses while speaking or writing. His
tone, expression and emotion will have a definite impact on the effectiveness or otherwise of
what he is trying to communicate.

(9) Timing and Timeliness:

Proper attention should be given to the timing and timeliness of the communication. The
same message will be received or responded differently by different individuals and groups at
one time and differently by the same individuals and groups at different times.

Even in an emergency one dare not overlook the situational, psychological and technical
aspect of timing. Moreover, it is also necessary that information should be given in time as
out-of-date information is as bad as or worse than none at all.

(10) Support with Action:

It is highly necessary that the actions of the communicator should support his
communication. This is because action speaks louder than words. The most persuasive
communication, it should be noted, is not what one says but what one does.

(11) Listening:
A very important aspect of effective communication is that executives and supervisors should
be good listeners. It is dangerous to be inattentive or indifferent when others are attempting to
communicate. The ten commandments of American Management Association state:
“Listening is one of the most important, most difficult and most neglected Skills M
communications.
It demands that we concentrate not only on the explicit meanings another person is
expressing, but on the implicit meanings, unspoken words, and undertones that may be far
more significant. Thus, we must learn to listen with the inner ear if we are to know the inner
man. ”

(12) Environment of Trust and Confidence:

F.E. Fischer has pointed out that ‘communication grows best in a climate of trust and
confidence’. Every effort should, therefore, be made to win confidence by reporting facts
honestly. Employees need to be convinced and feel that the company is truthful and sincere in
its contacts.

Types of communication
1. Verbal
Verbal communication is the use of language to transfer information through speaking or sign
language. It is one of the most common types, often used during presentations, video
conferences and phone calls, meetings and one-on-one conversations. Verbal communication
is important because it is efficient. It can be helpful to support verbal communication with
both nonverbal and written communication

2. Nonverbal
Nonverbal communication is the use of body language, gestures and facial expressions to
convey information to others. It can be used both intentionally and unintentionally. For
example, you might smile unintentionally when you hear a pleasing or enjoyable idea or
piece of information. Nonverbal communication is helpful when trying to understand others’
thoughts and feelings.

If they are displaying “closed” body language such as crossed arms or legs, or hunched
shoulders, they might be feeling anxious, angry or nervous. If they are displaying “open”
body language with both feet on the floor and arms by their side or on the table, they are
likely feeling positive and open to information.

3. Written
Written communication is the act of writing, typing or printing symbols like letters and
numbers to convey information. It is helpful because it provides a record of information for
reference. Writing is commonly used to share information through books, pamphlets, blogs,
letters, memos and more. Emails and chats are a common form of written communication in
the workplace.

4. Visual
Visual communication is the act of using photographs, art, drawings, sketches, charts and
graphs to convey information. Visuals are often used as an aid during presentations to
provide helpful context alongside written and/or verbal communication. Because people have
different learning styles, visual communication might be more helpful for some to consume
ideas and information.

5. formal communication
Formal Communication refers to the communication taking place through official channels in
an organisation. Such type of communication takes place between managers or employees of
same cadre or between superior and subordinate and vice versa. It may be oral or written but
complete record of such communication is maintained in an organisation

6. informal communication
Informal communication takes place in an organisation without following the formal lines of
communication. Such type of communication usually takes place among the workers to
exchange their views and to satisfy their social needs. For example, workers talking about the
behaviour of their superiors, discussing about some rumours etc. are some of the examples of
informal communication.

Barriers of communication
There are many reasons why interpersonal communications may fail. In many
communications, the message may not be received exactly the way the sender intended and
hence it is important that the communicator seeks feedback to check that their message is
clearly understood. The skills of Active Listening, Clarification and Reflection, which we
will discuss shortly, may help but the skilled communicator also needs to be aware of the
barriers to effective communication. There exist many barriers to communication and these
may occur at any stage in the communication process. Barriers may lead to your message
becoming distorted and you therefore risk wasting both time and/or money by causing
confusion and misunderstanding.

Some common barriers to effective communication include:

 The use of jargon. Over-complicated or unfamiliar terms.

  Emotional barriers and taboos.
 Lack of attention, interest, distractions, or irrelevance to the receiver.
 Differences in perception and viewpoint.
 Physical disabilities such as hearing problems or speech difficulties.
 Physical barriers to non-verbal communication.
 Language differences and the difficulty in understanding unfamiliar accents.
 Expectations and prejudices which may lead to false assumptions or stereotyping.
People often hear what they expect to hear rather than what is actually said and jump
to incorrect conclusions.
 Cultural differences. The norms of social interaction vary greatly in different cultures,
as do the way in which emotions are expressed. For example, the concept of personal
space varies between cultures and between different social settings.

Barriers to Communication by Category

 Language Barriers Clearly, language and linguistic ability may act as a barrier to
communication. However, even when communicating in the same language, the
terminology used in a message may act as a barrier if it is not fully understood by the
receiver(s). For example, a message that includes a lot of specialist jargon and
abbreviations will not be understood by a receiver who is not familiar with the
terminology used. As nurses, we are especially prone to making this mistake. We
must remember to use language that can be understood by the receiver.

 Psychological Barriers The psychological state of the receiver will influence how the
message is received. For example, if someone has personal worries and is stressed,
they may be preoccupied by personal concerns and not as receptive to the message as
if they were not stressed. Stress management is an important personal skill that affects
our interpersonal relationships. Anger is another example of a psychological barrier to
communication. When we are angry it is easy to say things that we may later regret
and also to misinterpret what others are saying. More generally, people with low self-
esteem may be less assertive and therefore may not feel comfortable communicating –
they may feel shy about saying how they really feel, or read negative sub-texts into
messages they hear.

 Physiological Barriers Physiological barriers may result from the receiver’s physical
state. For example, a receiver with reduced hearing may not grasp the entirety of a
spoken conversation, especially if there is significant background noise.

 Physical Barriers An example of a physical barrier to communication is geographic

distance between the sender and receiver(s). Communication is generally easier over
shorter distances as more communication channels are available and less technology
is required. Although modern technology often serves to reduce the impact of
physical barriers, the advantages and disadvantages of each communication channel
should be understood so that an appropriate channel can be used to overcome the
physical barriers.

 Attitudinal Barriers Attitudinal barriers are behaviors or perceptions that prevent

people from communicating effectively. Attitudinal barriers to communication may
result from personality conflicts, poor management, resistance to change, or a lack of
 motivation. Effective receivers of messages should attempt to overcome their own
attitudinal barriers to facilitate effective communication.

7C’s of Communication
1. Clear: The message should be clear and easily understandable to the recipient. The
purpose of the communication should be clear to sender then only the receiver will be
sure about it. The message should emphasize on a single goal at a time and shall not
cover several ideas in a single sentence.
2. Correct: The message should be correct, i.e., a correct language should be used, and
the sender must ensure that there is no grammatical and spelling mistakes. Also, the
message should be exact and well-timed. The correct messages have a greater impact
on the receiver and at the same time, the morale of the sender increases with the
accurate message.
3. Complete: The message should be complete, i.e. it must include all the relevant
information as required by the intended audience. The complete information gives
answers to all the questions of the receivers and helps in better decision-making by
the recipient.
4. Concrete: The communication should be concrete, which means the message should
be clear and particularly such that no room for misinterpretation is left. All the facts
and figures should be clearly mentioned in a message so as to substantiate to whatever
the sender is saying.
5. Concise: The message should be precise and to the point. The sender should avoid the
lengthy sentences and try to convey the subject matter in the least possible words. The
short and brief message is more comprehensive and helps in retaining the receiver’s
attention.
6. Consideration: The sender must take into consideration the receiver’s opinions,
knowledge, mindset, background, etc. in order to have an effective communication. In
order to communicate, the sender must relate to the target recipient and be involved.
7. Courteous: It implies that the sender must take into consideration both the feelings
and viewpoints of the receiver such that the message is positive and focused at the
audience. The message should not be biased and must include the terms that show
respect for the recipient.
MODULE 2
Business Letters and Reports
Business Letter
Business Letter is a letter which is used by organizations to communicate
in a professional way with customers, other companies,
clients, shareholders investors, etc. Business letter uses formal language
and a specific format.

Companies use it to convey important information and messages.

Business Letter Definition

A letter written for business purpose is a business letter. Inquiry letter,
offer letter, order letter, cover latter, notices, termination of employment
are some of the business letters. Suppose a person wants to write any of
these business letters. The main question is to how to write a business
letter?

There is a pre-specified format for writing a business letter. There are

some parts of a business letter and rules associated with them. Let us start
to know how to write a business letter by knowing the parts of a business
letter.

Parts of Business Letter

A business letter will be more impressive if proper attention is given to
each and every part of the business letter.

There are 12 Parts of Business Letter

 The Heading or Letterhead

 Date
 Reference
  The Inside Address
 Subject
 Greeting
 Body Paragraphs
 Complimentary Close
 Signature and Writer’s Identification
 Enclosures
 Copy Circulation
 PostScript

Need for a Business Letter

In business, letter writing is a major thrust area of communication. The
modern goal of nations for a free global trade and the need to cut across
national, linguistic and cultural barriers to promote trade have made the
letter an important business tool.

A business letter serves certain important functions :

1. A business letter acts as a representative of the organization. It is an

inexpensive substitute for a personal visit.

2. It seeks to provide information on subjects connected with business.

3. A business letter provides valuable evidence for a transaction and thus

serves a legal purpose.

4. A business letter becomes a reference material to future transactions

between organizations and individuals.

5. A business letter promotes and sustains goodwill.

6. A business letter motivates all the people involved in a business to a

higher and better level of performance.

7. A business letter enlarges and enhances the business. We can elaborate

each of the functions thus.
Every organization has to continuously promote and expand its business.
All information on its product and service gets updated through a business
letter sent to customers and clients. It is a micro-level substitute even for
advertisements. Agents and retailers in turn pass on the information to
clientele spread over a large area. It promotes goodwill. New business
contacts are forced and the already existing ones get reinforced. Goodwill
promotes the image of an organization and gives scope for fair, ethical
business values. Letters sent from an organization and received by it when
classified and filed serve the purpose of reference. Precedents are available
to guide future actions from files of outgoing and incoming letters. It has
great archival value in helping to draw a graph of the growth or a slump in
trade and business. Business letters have legal validity. In times of dispute
and doubt they can provide substantial evidence to solve them. Many
issues can be sorted out if mutual positions taken by transacting
organizations are available through letters written by them.

Functions of a Business Letter

There are many functions of a business letter. We discuss here some
functions depending on its paragraphs.

The main function of a business letter is to carry and deliver a message to

an intended receiver. Such message is written in the body of a letter and
such body is usually short but written in three (3) parts. Each paragraph
reflects a particular task i.e.

 The first paragraph states the main idea,

 Second paragraph states supporting details; and
 Third paragraph highlights concluding message.

The functions of each part or paragraph are detailed as follows:

Functions of a business letter (First Paragraph)

The first paragraph presents the main idea and aims to:

 Get the favorable attention

 Indicate what the letter is about
  Set a friendly, courteous tone
 Refer to previous correspondence, if appropriate.

Get Favorable Attention

The beginning paragraph is like a newspaper heading. It must be attractive

so that it can catch the reader’s attention and encourage him or her to
continue to read the rest of the letter. The first paragraph determines how
the reader will react to the letter.

Three (3) typical reactions to letters are positive, negative, and indifferent.
Naturally, you want to get a positive reaction.

The reader has a positive reaction to your message whenever he or she is

interested and will probably take the action you desire.

 Yes, lam interested in your product.

 Yes, I will attend the seminar.
 Yes, I will provide the information you requested.
 Yes, I will consider your proposal.

The reaction is yes

The reader has a negative reaction when he or she responds in an

unenthusiastic way and will probably not take the action you desire.

 No, I am not much interested in your product to buy it.

 No, I would buy later from you.
 No, I am not coming to any meeting that you chair.

The reaction is No

An indifferent response assumes really don’t care what this says posture.

 I’ll just ignore this letter.

 I don’t have enough time to be bothered with this.
 I doubt there is anything new here.
  The reader does not act positively or negatively, neither acts nor
reacts to the message.

The reader is indifferent

The objective of the first paragraph is to obtain favorable attention that

will gain a positive response from the reader. Make the beginning
paragraph work for you to accomplish this objective.

Indicate the Purpose of the Letter;

Let the reader know what the letter is about by getting to the point
immediately. Don’t ask the reader to search information throughout the
letter. Give the message now to get the positive reaction.

Set the Tone of the Letter;

The first paragraph should set the courteous and friendly tone which will
create a positive image towards outsiders.

The introduction of the business letter should be a complete sentence to

provide useful information.

Do not use Use

Referring to your letter of 15th Jan, can you help us to know further?

we want to know more about……….. about……………………..

A better informative opening put the reader on the defensive and help to
enjoy the positive response.

Refer to Previous Correspondence

It is helpful to make the reader aware by referring to previous
correspondence, or conversation. You can write, “As we agreed in our
telephone conversation yesterday ……..” or “I am pleased to provide you
the following information requested on January 11.”

To write the first sentence in a letter i.e. to get the proper start is difficult.
A useful technique can be to use such mental lead-in,” I Want to tell you
that…………….,” and finish the sentence by telling the reader what you
want to say. Such mental lead-in will help you to get a good start.

Functions of a business letter (Middle

Paragraphs)
Middle paragraph provides answers to the following questions to be made
by a reader, such as:

 Why are you telling me this?

 How will it affect me?
 Why was this decision made?
 What do you want me to do?

Therefore such paragraph should maintain two (2) things clearly i.e

(a) Provide Background Information:

Inform the reader in such a way so that he gets clear about the message of
the letter and therefore capable of making intelligent evaluation.

(b) Provide Supporting Information

Provide supporting information to answer the why, how, what, who, when
or where questions clearly and completely to satisfy the reader.

The first Paragraph “I want to tell you that.”

Middle paragraphs
Supporting and background information

 Why?
 How?
 What?
 Who?
 When?
 Where?

Final Paragraph Closing

Functions of a business letter (Last Paragraph)

The final paragraph is as important as the opening one. Like the first
paragraph, the last paragraph should say something. Every host is familiar
with the guest who says good night and then sits down to tell one more
story or one last joke. Many business writers use the same technique.
Everything has been said but, instead of closing the letter, they repeat the
message.

The functions of the last paragraph are to:

– request action

– conclude the message

– present a positive company image.

Request Action:
The final paragraph should make it as easy as possible for the reader to
take or accept the point of view of the writer. The closing is specific; it
gives the time, date, and action desired.

For example;
  Merely sign the enclosed card and put it in the mail so that you
 This tells the reader what action to take and how easy it is to take
that action.
 Be sure the card is postmarked by November 21 so that you will be
eligible rescind your free gift.
 This tells the reader that there is a time limit and presents the
information in a positive way.

Conclude the Message:

The last paragraph is the summary of the letter. It emphasizes the action
you want this reader to take; it states exactly what you want the reader to
do. A direct question provides a good closing because it gives the reader a
specific query to consider.

For example:

 May we have your answer by the end of the month?

 Will you confirm the date of the meeting?
 Shall we deduct these expenses from your account?
 Provide the reader with direct questions to which a direct response
can be made

Present a Positive Company Image:

The last paragraph should be short and friendly, written in the same
positive and tone that was used in the first paragraph. The closing
paragraph provides for leaving the reader with a feeling of goodwill.

The least effective closings are incomplete ending. Letters should not end
with “Hoping to hear from you”, “Thanking you in advance,” “Trusting
we shall have your cooperation in the matter.” or “With best wishes, I
remain.” These endings are weak, incomplete, outdated, and offer no
incentive for action.

Planning a Business Letter

A business letter is not a place for chit-chat. Unlike business conversations
where a certain amount of small talk is used to break the ice, a business
letter should be clear and concise. By taking time to plan your letter, you
will save time in the writing and proofreading stages. During the planning
stage, ask yourself a few simple questions. Jot down your answers to
create an outline before you start writing.

Who am I writing this letter to?

Identifying your audience always comes first. Are you writing to more
than one person, to someone you don’t know, or to someone you have
known for a long time? This will help you determine how formal the letter
needs to be. You may need to introduce yourself briefly in the letter if the
recipient does not know you. You may also need to find out the updated
address and title of the recipient. This is a good time to confirm the correct
spelling of first and last names.

Why am I writing this letter?

The main reason for the letter should be understood from the subject line
and first few sentences. You may cover more than one thing in one
business letter, but there will almost always be a general reason for the
letter. Identify your main goal and what you hope to accomplish. Review
some example reasons why people write business letters on
the introductory page of this lesson.

Are there specific details I need to include?

Gather any dates, addresses, names, prices, times or other information that
you may need to include before you write your letter. Double check details
rather than relying on your memory.

Do I require a response?
Many types of business letter require a response. Others are written in
response to a letter that has been received. Before you start writing,
determine whether or not you require an action or response from the
recipient. Your request or requirement should be very clear. In some cases
you may even need to provide a deadline for a response. If you do require
a response, how should the recipient contact you? Indicate this information
clearly as well. You may want to provide more than one option, such as an
email address and a phone number.

How can I organize my points logically?

Think about how you would organize your thoughts if you were speaking
rather than writing to the recipient. First you would introduce yourself.
Second you would state your concern or reason for writing. After the main
content of your letter you would include information on how you can be
contacted. The end of the letter is also a place to express gratitude, wish
good-luck, or offer sympathy. Here is an example outline:

Business Letter Layout

When writing a business letter, the layout of your letter is important, so
that it will be easy to read and looks professional. So is your use of an
appropriate salutation and closing, your spelling and grammar, and the
tone you employ.

Letter Font and Spacing

 Properly space the layout of the business letters you write, with
space between the heading, the greeting, each paragraph, the closing,
and your signature.
 Single space your letter and leave a space between each paragraph.
When sending typed letters, leave two spaces before and after your
written signature.
 Left justify your letter, so that your contact information, the date,
the letter, and your signature are all aligned to the left.
  Use a plain font like Arial, Times New Roman, Courier New,
Calibri, or Verdana. Make sure that the font size you use is large
enough that your reader won’t need to reach for their glasses – the
standard font size for these fonts is 10 point or 12 point.

If you are submitting your business letter to a very conservative

organization, it is best to use the traditional Times New Roman 12 point
font. Do not, under any circumstances, use fancy fonts like Comic Sans or
handwriting fonts like Lucida on business correspondence.

Business Letter Etiquette and Tone

 Salutation: It is still standard to use the recipient’s title (Mr., Mrs.,
Ms., Dr., Professor, Judge) before their last names in the salutation
of formal business correspondence (Example: “Dear Mr. Smith”).
The word “Dear” should always precede the recipient’s name; don’t
simply use their name by itself as you might do in casual
correspondence. By the same token, avoid beginning business
correspondence with openings like “Hello,” “Hi,” or “Good
morning” – business letters should always begin with “Dear
[recipient’s title and name]” unless you use the salutation “To Whom
It May Concern” (in instances when you do not know the name of
the recipient).
 Closing: Your closing needs to err on the side of the conservative.
Acceptable closings to use include: “Sincerely,” “Sincerely yours,”
“Best regards,” “Regards,” “Thank you,” “Thank you for your
consideration,” “Respectfully,” and “Very Respectfully” (this, often
abbreviated “V/R,” is common in military business correspondence).
Do not use casual closings like: “Later,” “Cheers,” “Cordially,”
“Thanks!,” “TTYL,” or “Warmly.”
 Word Choice and Grammar: Although your word choice for
business letters should not be too stilted, flowery, or ornate, you
should also avoid using slang, abbreviations/acronyms, emojis, or
text-speak. By no means should you use the sentence fragments that
are commonly used when texting. Instead, use complete sentences,
watching out for comma splices (where two complete sentences are
joined by a comma). Proofread carefully for spelling errors and
grammatical mistakes.
  Paper: If you are drafting a formal business letter to be mailed as
opposed to an email, the paper you use should be a standard white
bond paper of a decent weight – don’t use the sort of colored or
flamboyant stationery that might be used in marketing “junk mail.”
It’s fine to include a simple business logo at the top of the paper.

Business Letter Layout Example

Your Contact Information
Your Name
Your Address
Your City, State Zip Code
Your Phone Number
Your Email Address

Date

Recipient’s Contact Information

Name
Title
Company
Address
City, State Zip Code

Salutation
Dear Mr./Ms. Last Name:

Body of Letter
The first paragraph of your business letter should provide an introduction
to why you are writing.

Then, in the following paragraphs provide more information and details

about your request.

The final paragraph should reiterate the reason you are writing and thank
the reader for reviewing your request.
Closing:
Respectfully yours,

Signature:

Handwritten Signature (for a hard copy letter)

Typed Signature

Types of Business Letters

The term “business letters” refers to any written communication that
begins with a salutation, ends with a signature and whose contents are
professional in nature. Historically, business letters were sent via postal
mail or courier, although the internet is rapidly changing the way
businesses communicate. There are many standard types of business
letters, and each of them has a specific focus.

Sales Letters
Typical sales letters start off with a very strong statement to capture the
interest of the reader. Since the purpose is to get the reader to do
something, these letters include strong calls to action, detail the benefit to
the reader of taking the action and include information to help the reader to
act, such as including a telephone number or website link.

Order Letters
Order letters are sent by consumers or businesses to a manufacturer,
retailer or wholesaler to order goods or services. These letters must contain
specific information such as model number, name of the product, the
quantity desired and expected price. Payment is sometimes included with
the letter.
Complaint Letters
The words and tone you choose to use in a letter complaining to a business
may be the deciding factor on whether your complaint is satisfied. Be
direct but tactful and always use a professional tone if you want the
company to listen to you.

Adjustment Letters
An adjustment letter is normally sent in response to a claim or complaint.
If the adjustment is in the customer’s favor, begin the letter with that news.
If not, keep your tone factual and let the customer know that you
understand the complaint.

Inquiry Letters
Inquiry letters ask a question or elicit information from the recipient.
When composing this type of letter, keep it clear and succinct and list
exactly what information you need. Be sure to include your contact
information so that it is easy for the reader to respond.

Follow-Up Letters
Follow-up letters are usually sent after some type of initial
communication. This could be a sales department thanking a customer for
an order, a businessman reviewing the outcome of a meeting or a job
seeker inquiring about the status of his application. In many cases, these
letters are a combination thank-you note and sales letter.

Letters of Recommendation
Prospective employers often ask job applicants for letters of
recommendation before they hire them. This type of letter is usually from
a previous employer or professor, and it describes the sender’s relationship
with and opinion of the job seeker.

Acknowledgment Letters
Acknowledgment letters act as simple receipts. Businesses send them to let
others know that they have received a prior communication, but action
may or may not have taken place.

Cover Letters
Cover letters usually accompany a package, report or other merchandise.
They are used to describe what is enclosed, why it is being sent and what
the recipient should do with it, if there is any action that needs to be taken.
These types of letters are generally very short and succinct.

Letters of Resignation
When an employee plans to leave his job, a letter of resignation is usually
sent to his immediate manager giving him notice and letting him know
when the last day of employment will be. In many cases, the employee
also will detail his reason for leaving the company.

Report
Reports are documents designed to record and convey information to the
reader. Reports are part of any business or organization; from credit
reports to police reports, they serve to document specific information for
specific audiences, goals, or functions. The type of report is often
identified by its primary purpose or function, as in an accident report, a
laboratory report, a sales report, or even a book report. Reports are often
analytical, or involve the rational analysis of information.

Essentials of a Good Report!

1. The report should have a proper title to describe the subject matter
reported therein. The report should be in a good form and should have sub-
headings and paragraph divisions. The name of recipient of the report
should be written on the top of the report.

2. The report-should be factual. The whims and ideas of the person

preparing the report should not be allowed to influence the report.

3. The report should relate to a certain period and the period of time should
be indicated on the top of the report.

4. The report should be clear, brief and concise. Clarity should not be
sacrificed at the cost of brevity.

5. The reporting must be prompt because information delayed is

information denied. If a considerable time elapses between happening of
events and reporting, opportunity for taking appropriate action may be lost
or some wrong decisions may be taken by management in the absence of
information.

The periodicity of a report should be kept in mind and reports should be

submitted in time. The report should be in a good form and should have
sub-headings and paragraph divisions.

6. A report should distinguish between controllable and non-controllable

factors and should report them separately. It is because management can
take suitable action regarding controllable factors.

7. Appropriate remarks should be given in the report. It saves valuable

time of the management and ensures prompt attention. Adequate data
should be given to suggest possible course of action.

8. A report should be periodically reviewed. The form and contents of a

report should not be of permanent nature. They should go on changing
with the change in circumstances; otherwise the recipient will take them as
stale useless and routine type.
9. The report should be taken as correct within the permissible degree of
inaccuracy. The margin of error allowed will depend upon the purpose for
which the report is prepared.

10. The report should draw manager’s attention immediately to the

exceptional matters so that management by exception may be carried out
effectively. Thus, reports should highlight significant deviations from
standards.

11. Visual reporting through graphs, charts and diagrams should be

preferred to descriptive reports because visual reporting attract the eye
more quickly and leaves a lasting impression on the mind.

12. Where comparison is reflected in a report it should be ensured that the

same is between comparable (i.e., like) matters so that meaningful
comparison may be made and idea about efficiency or inefficiency may be
formed.

13. In all possible cases a detailed analysis should be given for all the
resultant variances between actual for the period compared to
standards/budgets, be it sales, purchases, production, profit or loss, capital
expenditure, working capital position, etc., so that exact causes of low
performance may be known and timely corrective action may be taken.

14. The format of a report should not be changed from period to period, if
the format is to be changed for making any improvement, justification for
change in the format or contents should be given.

Purposes or Objective of Business

Reports
Reports are the primary means of communication in organization. In large-
scale organizations, there is no alternative to use reports. Reports also play
an important role in small-scale organizations. Some points highlighting
the purposes or objectives or important of business report are
presented below-
Transmitting Information:

Business report is very important for transmitting information from one

person to another or form one level to another. Although a manager can
personally collect required information in a small scale enterprise, it is not
possible in the context of a large scale organization. In the latter case, the
managers rely on reports for obtaining necessary information.

Making decisions:

A report is the basic management tool for making decisions. The job of a
manager is nothing but making decisions. Reports supply necessary
information to managers to solve problems.

Communication with external stakeholders:

In addition to internal use, reports also communicate information to the

external stakeholders like shareholders, creditors, customers, suppliers,
government officials and various regulatory agencies. In the absence
of formal business report such stakeholders would remain at dark about the
organizations.

Development of information base:

Reports also contribute to the development of information based in

organization. It develops an information base in two ways. Firstly, day to
day information is recorded permanently for writing reports. Secondly, the
written reports are preserved for future reference. In these ways, reports
help in developing an h3 and sound information base.

Developing labor-management relationship:

Reports also help to improve labor-management relationship particularly,

in large organizations. In a large organization, there is little opportunity of
direct communication between top-level management and employees. In
this case, report is used as mechanism of keeping both sides informed
about each other and improving their relationships.

Controlling:

Controlling is the final function of management It ensures whether the

actual performance meets the standard. In order to perform the managerial
function of controlling, report serves as a yardstick. It supplies necessary
information to impose controlling mechanism.

Recommending actions:

Reports not only supply information but also recommend natural actions
or solutions to the problem. When someone is given the charge of
investigating a complex problem and suggesting an appropriate remedy,
the investigator usually submits a report to the concerned manager.

Above discussion makes it clear that reports are the commonly used
vehicles that help mangers in planning, organizing, staffing and
controlling. In a nutshell, report is indispensable for carrying out the
management functions. Report is the nerve of an organization that
circulates information.

Types of Business Reports

The information may be facts figures or a detailed analysis of any
situation. Businesses make important decisions and plan for the future of
the company based on these reports and hence the importance of such
reports is self-established. Major decisions like investments and
expansions are based entirely on Business reports.

Thus, business reports form a very important part of every business. There
different types of business reports based on their need and the situation.
Types of Business Reports used by
Organizations
1) Formal Business Reports
These reports are prepared in a given format and they are presented to the
authorities in an already established manner. They are submitted to
committees and bodies or heads of various departments or organizations.
Since the report talks only about business in a formal way they are termed
as, formal business reports.

Formal reports of other classified into the statutory report and non-
statutory report.

2) Informal Business Reports

These reports are prepared in a convenient format which is convenient to
the reporter and presented to the required person immediately
after demand. These reports can also be presented in the form of a
memorandum or a Business Letter. Since there is no fixed format for these
reports it is termed as informal reports.

3) Informative Business Report

These are types of Business reports which are prepared with the intention
of providing information in a descriptive way which address is a particular
issue or situation or a problem. They provide information in an exhaustive
and detailed manner which is used for the by the authorities to gain an
insight on the matter that is why they are termed as informative reports.

4) Interpretative Business Report :

Unlike informative report which contains only information, the
interpretative report contains facts opinions views or numbers which help
to interpret a certain information situation or a problem. The interpretative
report may also contain reasons for a certain issue as to why a
certain event or an issue occurred and what would be the course of action
along with a recommendation for the same.

5) Verbation Business Reports

The report which is prepared by secretaries or any other individual which
record word to word discussions that are made in the meeting are called
Verbatim reports. For example, in case of auditor appointment resolution
has passed in the meeting and that reservation is recorded as word to word
as Verbation report. Also, in the case of voting where joint votes of
different members are taken into consideration, the verbation reports
include names and manners of voting along with the results. These types
of business report should not be confused with minutes of the meeting
which is a record of proceedings and decisions a summary of the meeting.

6) Summarized Business Reports

The report that is made with the assistance of important details that have
been discussed in the meeting is called a summarized report. These types
of business reports are made with the intention of sending it for the press
release or for the shareholders of the company or a member of the certain
institution.

7) Problem Solving Business Report

As the name suggests, problem-solving business report help to solve a
problem by suggesting or recommending a plan of action regarding a
certain situation. The report also contains causes of such problems and the
conclusion is done in various ways that can be adopted to solve the
problem. The report also contains ways in which that problem can be
avoided in the future by implementing certain steps.
8) Fact Finding Business Report
There are numerous situations in an organization where a finding of a fact
is required. For example, the breakdown of machinery in factory premises
or rivalry between associate and the manager. The situations require in-
depth reasoning for the situation that has arisen. In those cases, the fact-
finding report comes in handy which presents facts in the report from a
third person view. These reports are presented to the top management
based on which they can take action about the situation at hand.

9) Performance report :
The management likes to know the performances of each department on a
regular basis. Not only that but also about the newly opened branch, newly
appointed employee or even the performance of existing employees who
are due for promotion are analyzed by the management for which the
performance report is generated. These reports are important for the
management to arrive at a decision and hence these reports are prepared by
the seniors of the respective people

10) Technical Business Reports

Technology is advancing faster than the speed of light and that is the
reason why companies upgrade themselves with new technology is from
time to time. Whenever such a monumental change and Technology is
taking place in an organization a Technical Business Report is prepared to
assess the level of Technology. These reports include a detailed way to
undergo the change including time and money that will cost, which helps
the top management to take a decision.

11) Standing Committee Report

A committee which is appointed for a specific reason is called standing.
The reason may be financial assessment, employee Assessment, or
departmental assessment, the standing committee is expected to submit a
detailed analysis of these things. The report submitted by the committee is
known as a standing committee report. In many organizations please
reports are submitted at frequent intervals.

12) Ad-hoc Committee Report

Adhoc reports are also termed as special committee reports. As the name
suggests special committee is appointed to deal with the investigation and
that committee is dissolved as soon as the report is presented. Special
communities are found in special cases like fire in factory premises are
employee accidents during work.

13) Minority Report

A team of the special committee is appointed to submit a report which will
be based on an investigation of a special subject. 3 members may be
selected to form the committee one of each is the chairman of the said
committee. If members have a difference of opinion on the subject the
other members may submit the report separately. This separate report
submitted by dissentient members is called minority report.

14) Majority Report

The members of a committee which including the chairman, usually have
unanimous decision amongst them. In such cases, only one report is
prepared and presented to the official committee. If that is not the case
then the majority of the member from their own report and submitted to
the examining authority. Such a report is termed as majority report.

15) Annual Report

A yearly report, which consists of the yearly processes of the business
including the sales profits and the turnovers is called the annual report.
Such a report generated only once a year and is submitted to the corporate
heads for studying the business year in detail. Majority of crucial decisions
like investments, product portfolio changes, marketing strategies,
marketing campaigns etc. are planned on the basis of the Annual report.
Pre-decided plans may be modified or changed based on Annual reports.

Report Writing
 Title Section – This includes the name of the author(s) and the date
of report preparation.
 Summary – There needs to be a summary of the major points,
conclusions, and recommendations. It needs to be short as it is a
general overview of the report. Some people will read the summary
and only skim the report, so make sure you include all the relevant
information. It would be best to write this last so you will include
everything, even the points that might be added at the last minute.
 Introduction – The first page of the report needs to have an
introduction. You will explain the problem and show the reader why
the report is being made. You need to give a definition of terms if
you did not include these in the title section, and explain how the
details of the report are arranged.
 Body – This is the main section of the report. There needs to be
several sections, with each having a subtitle. Information is usually
arranged in order of importance with the most important information
coming first.
 Conclusion – This is where everything comes together. Keep this
section free of jargon as most people will read the Summary and
Conclusion.
 Recommendations – This is what needs to be done. In plain
English, explain your recommendations, putting them in order of
priority.
 Appendices – This includes information that the experts in the field
will read. It has all the technical details that support your
conclusions.

Remember that the information needs to be organized logically with the

most important information coming first.

INQUIRY LETTER AND REPLIES

Inquiry letter is a kind of letter of request or a request for
information about a product, service, jobs or other business information. A
letter of request, also known as a letter or letters of interesting candidates,
will be sent to the companies. Letter of request is a letter from a
prospective buyer to the seller requesting information about the products
offered. With the offer of the seller will potential buyers will know the
price, and the sale and purchase, and a description of the goods or services
to be purchased. This is the purpose of the prospective buyer a written
request to the seller.

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.

Note: it is customary to inclose postage for a reply; a note of thanks shouls

follow a letter of this sort.

When a prospective buyer has to know the condition of the goods /

services following the price and terms of sale and purchase, of course he
did not need to ask for a quote from the seller. Letter of inquiry required in
formal trade demand formal procedures in writing. Letter of inquiry is
often an early stage of the business transactions. Through a letter of
inquiry to ask a potential buyer or to request information about the goods
or services to be purchased. In reaction, the seller explained the things he
wanted to know the buyer, the buyer did finally order and business
transactions as the top buying and selling process.

In the letter of demand for the goods usually offer prospective buyers ask:

1. Name and type of product

2. Special characteristics (specifications) of product, namely, the type,
size, quality, capacity and others;
3. Unit price.
4. Pieces;
5. Method of payment;
 6. Means of delivery, and
7. Ease that may be obtained by the buyer, such as guarantees and other
Advertisements

REPORT THIS AD

In addition to the above mentioned potential buyers asking price lists and
catalogs (if the items varied) and a technical description of the goods in the
form of leaflets or brochures. For items that allow, prospective buyers can
also request a sample of goods actually sent.

By letter of demand and supply of services, prospective buyers can ask:

1. The form of services that can be presented by the seller;

2. Equipment used by the seller as a support (if any);
3. Price;
4. Pieces and
5. Method of payment;

In demand service offerings, potential buyers can also request a price list
(according to the level of services to be provided). Usually all been
included in the prospectus which has been prepared by the company
selling services.

Inquiry should not only be submitted to one seller, but to some sellers.
This step was taken so that the price list and the information collected will
be compared with each other to determine which one best suit your desires
and financial ability of prospective buyers.

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.

Note : in handling replies, the writer should be prompt and systematic. If

the material is not immediately available, the inquiry should be
acknowledge and a date set for the final reply.
example of inquiry:

FAHRI CLOTHES
& CO

Jln.Kapten Muslim No.20

Medan

INDONESIA
15 february 2013

Distro cloud Corporation

Pasundan Raya Street, No. 15
Jakarta 1240

Dear Sirs,

We are a boutique located in Bekasi , and we were interested in your distro

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 your

favorable prices, we would like to place our order as soon as possible.

We are looking foward to hearing from you.soon.

Yours faithfully,
FAHRI CLOTHES &CO
Ahmad Fahri

Purchase Manager

Reply of inquiry letter

Distro cloud Corporation

Pasundan Raya Street, No. 15

Jakarta 1240

16 january 2013

FAHRI CLOTHES &CO

Jln.Kapten Muslim No.20

Medan

INDONESIA
Dear Mr Ahmad Fahri
,
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

Ismail Marzuki
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, Dhaka-1200

1st September 2012

Manager,
Sales Division
National Paints Co. Ltd.
20, Tongi,Gajipur.

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:DescriptionQuantityWeightUnit priceAmount (Tk.)1 Enamels
paint25 Tins100 1bs100025.000 2Synthetic paint20
Tins2001bs200040.0003White paint10 Tinsl0 lbs5005.000 70,000

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,

Mohammed Tareq
Purchase Manager,
Color world

Reply to Order Letter Sample

Star Trading co. Ltd
Station Road, Chittagong

10th March, 2012

Purchase Manager
EYE VIEW ELECTRONICS
12, Bijoy Sharani, Tejgaon, Dhaka

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 Karnaphuli 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,
Chittagong. You can receive’ such documents from Standard Chartered
Bank, Head office, Dhaka

 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,

Probir Roy
Sales Manager
Star Trading co Ltd.

Complaint Letter
How many times has it happened that you bought a product and it turned
out to be defective? How many times did you avail a public service and
were left dissatisfied? Or, did you ever notice any problematic practice
taking place at a public place? What do you do in such situations? Most of
the times, we do not take any action in such situations because of which
the problem doesn’t get the attention it deserves and hence, negligence
increases.
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-

 Wide Circulation: The most important feature of circular letter is

that it circulates the message to a large number of audiences at a
time. It is in fact a mass communication method. No other
communication method enjoys this advantage.

 Drafting Method: Drafting a circular letter follows certain method

and style. the art of writing circular letter varies depending on the
situations. it is written in simple language so that most of the people
understand the information it contains.

 Attractiveness: Another important feature of circular letter is that it

is always furnished in an attractive way to that it can easily gain the
attention of people information is arranged here in distinct manner.

 Conciseness: A circular letter is always concise but complete. It

expresses the message briefly and precisely. There is no scope of
including any unnecessary information in a circular letter.

 Reader’s Interest: Another feature of circular letter is that it always

focuses on readers interests. It explains how the readers will be
benefited from the message.

 Authenticity and Reliability: Offering authentic and reliable

information is another characteristic of circular letter. It never
pushes fake or irresponsible information to the public. authenticity
of information increases the reliability of the message.

 Courtesy: Courtesy is an essential principle of every business letter

and circular letter is not an exception. The information is put here in
courteous way so that people feel good to read it.

 Universality: Circular letter is open to the people of all age groups.

So, the message, language and format of circular letter should be
acceptable and comprehensive to all.
  Relevancy: A circular letter includes only relevant information and
excludes all irrelevant or unnecessary information.

 Asking for Action: Every circular letter calls for certain action from
the readers. After reading the message in the circular letter the
readers should be intended to do specific job like purchasing the
product or telling the news to others and so on.

 Specific Purpose: A circular letter is written for a specific purpose.

It is not written to attain several objectives at a time.

 Persuasiveness: Persuasiveness is also a feature of circular letter.

since circular letter is written for specific objective, persuasive and
convincing language should be used to motivate the readers to go for
certain action.

 Special Structure: Circular letter has special structure. It takes the

form of letter but contains something more than a letter.

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. The completed and returned document
notifies the company of the applicants availability and desire to be
employed and their qualifications and background so a determination can
be made as to which candidate should be hired.
A job application letter dated January 1,

Resume
 A resume is typically sent with a cover letter, which is a document
that provides additional information on your skills and experience in
letter form.

chronological resume format:

1. Contact Information
2. Resume Summary
3. Professional Title
4. Work Experience (bulk of content)
5. Skills
6. Education
7. Additional sections
 MODULE 3 ( B.C)

Meaning of oral communication

Oral communication implies communication through mouth. It includes
individuals conversing with each other, be it direct conversation or
telephonic conversation. Speeches, presentations, discussions are all forms
of oral communication. Oral communication is generally recommended
when the communication matter is of temporary kind or where a direct
interaction is required. Face to face communication (meetings, lectures,
conferences, interviews, etc.) is significant so as to build a rapport and
trust.

Nature of oral communication

Nature of oral communication is defined by several characteristics,
including:

1. Immediacy: Oral communication is immediate and real-time,

allowing for quick exchange of information and feedback. This
makes it a useful tool for problem-solving and decision-making in
situations where time is of the essence.
2. Interactivity: Oral communication is interactive, allowing for two-
way exchange of information between the speaker and the listener.
This enables both parties to clarify misunderstandings and engage in
active discussion.
3. Verbal and Nonverbal: Oral communication is a combination of
verbal and nonverbal cues, including tone of voice, gestures, facial
expressions, and body language. These nonverbal cues often convey
emotions and emphasis, adding depth and context to the spoken
words.
 4. Context-Dependent: Oral communication is context-dependent and
is shaped by the environment in which it takes place. The tone and
content of the communication may vary depending on the setting,
audience, and purpose of the interaction.
5. Adaptability: Oral communication is adaptable and flexible,
allowing for changes in the flow of the conversation based on the
needs of the speakers and the context of the interaction.

Principle of effective oral communication

Well-Planned
Before presenting something, there should be proper planning regarding
the audience, topics to be delivered, timing and other factors: So, a person
must be well-prepared to deliver his speech.

Clear pronunciation
To make oral messages meaningful to receivers, words should be clearly
and correctly pronounced. There should not be any lack of clarity,
otherwise, the communication would be a confusing one.

Brevity
Effective oral communication desires that a message should be brief. If the
sender took a long time for talking, his message may not get the attention
of the receiver.

Precision
Precision is needed to make oral communication effective. There should
not be any confusing words rather message to be delivered should be
specific so that there is no misunderstanding.
Natural voice
Any sort of unnatural voice may distort the message. Natural voice can do
a lot to make oral communication effective.

Logical sequence
Ideas should be organized in a sequential way to make the message
communicative and attractive. Unorganized ideas do not provide clear
sense while a logical sequence of ideas gives clear sense.

Suitable words
Words have different meanings to different people in different situations in
oral communication, a speaker should use the common, simple and
familiar words so that receiver can react to the message without any
problem.

Courteous
Courtesy costs nothing but can earn many things. So, a speaker should be
courteous while addressing listeners. It helps create a good impression in
the mind of listeners regarding the speaker.

Attractive presentation
It is another principle to make oral communication effective. A speaker
should deliver his speech in a very nice and sweet language so that
receiver is attracted to take part in the communication.

Avoiding Emotions
Speaker must control his emotions to make oral communication effective.
Too much emotion will take the speaker away from the main subject.

Emphasis
The speaker must be knowledgeable regarding the portion of the speech
where he should give emphasis. Giving emphasis on respective points will
help draw the attention of the audience.

Controlling Gesticulation
Speaker at many occasions, consciously or unconsciously, gesticulates for
expressing his ideas or thoughts. This is a habit and should be avoided.
Otherwise, application of such habit may lead to % disinterest of the
audience.

Media of oral communication

Face to face conversation

Conversation means the informal discussion among the people. When one
person discusses his views, opinion to another person and exchanges their
views in the presence of both then it is called face to face conversation. It
also includes the face-to-face discussion on a particular issue. In this
method, both the information receiver and sender can exchange their views
freely and fairly.

So, face-to-face conversation is an informal discussion through spoken

language and words on a particular issue among the people to exchange
their views freely and fairly weighs each other.

Advantages of face-to-face conversation:

1. Responses immediately: When people communicate each other in

person, they can get a response immediately without
misunderstanding. During the conversation, people can not only hear
a response from others, also see how they are feeling; people can
guess what will take place next, how the conversation is about,
which is very important to have a successful talk.
2. Express of feelings: Using face-to-face communication helps people
express their feelings, ideas much better. Instead of using words only
when people choose letters, emails or phone for communication,
people can use eye contact, verbal language in order to show their
opinions. Scientists show that more than seventy percent people use
body or verbal language in communicating; thus, it’s very important
for people use actions to express views.
 3. Suitable for respect: Face-to-face communication enjoys yet
another distracts advantage, the message being communicated also
gets the assistance of facial expressions and gestures.
4. Suitable for discussion: Face-to-face communication is particularly
suitable for discussion, for there is immediate feedback from the
listener. Face-to-face communication provides the speaker with a
much better opportunity for adjustment. A twist of the lips, a frown
on the forehead, a contraction of the facial muscles points out that
the message is not welcomed, then changes of tone or
sympathetically looking is to be needed. These adjustments are
possible only in face-to-face communication.
5. Conversation to learn: We learn a great deal via conversation,
including conversations with ourselves. We learn highly valuable
life lessons.
6. Conversation to coordinate: Coordinating our action in ways that
are mutually beneficial. Anytime we negotiate one favour for
another, we use conversation to reach an agreement to transact.
7. Collaborate: Coordination of action assumes relatively clear goals,
but many times social interaction involves the negotiation of goals.
Conversation is a requisite for agreeing on goals, as well as for
agreeing upon and coordinating our actions.

Disadvantages of face-to-face conversation

The limitations of face-to-face communication are given below:

1. Difficult to practice in a large-sized organization: Face-to-face

communication is extremely difficult to practice in large-sized
organizations, particularly if their various units or departments are
situated at different places.
2. Not effective in large gatherings: It is very difficult to get a
message across to large gatherings. Even though the speaker is
addressing them face-to-face, the vital personal touch is missing. In
the absence of a satisfactory feedback, his speech lapse into a
monologue.
3. Ineffective if the listener is not attentive: A limitation which the
face-to-face communication shares with oral communication is that
its effectiveness is closely linked with the listener’s attentiveness.
Since human beings can listen to grasp the message faster than the
 speed at which they are delivered, they will easily get delivered thus
making communication ineffective.

Teleconfrences

A teleconference is a telephone meeting among two or more participants

involving technology more sophisticated than a simple two-way phone
connection. At its simplest, a teleconference can be an audio conference
with one or both ends of the conference sharing a speaker phone.

Advantages of Teleconferencing

1. Saves Time – The most important advantage of teleconferencing is

time-saving. With teleconferencing, it is possible to hold meetings on a
very short notice. In addition, there is no time spent traveling to the venue
of a meeting as all meetings are held through machines or Internet.
Reduced mileage translates to thousands of hours of travel saved every
year. Teleconferencing also encourages punctuality as meetings are
scheduled and done at fixed time frames.

2. Save on Travel Expenses – In addition to time, travel costs can be

quite significant when added up over a long period. Most companies that
have a global reach incur massive costs associated with the travel ever
year. Teleconferencing, however, removes the need to travel often and
thus saves huge company resources. Attend meeting thousands of miles
away is now faster and less cumbersome.

3. Efficient Record Keeping – One of the main teleconferencing

advantages is efficient meeting recording keeping. Computing devices are
able to record, keep logs and track every detail of a particular online
meeting without needing a lot of monitoring. This makes teleconferencing
facilities among the best tools for capturing and storing important meeting
data. Teleconferencing also makes it very easy to retrieve this data in the
future and make references whenever necessary.

4. Cut Conference Costs – There are indeed many logistical costs

associated with holding a conference. Hiring equipment, acquiring a
venue, buying food and refreshment are just some of the normal costs
associated with any meeting. Teleconferencing removes all these costs as
no such arrangements need to be made. The flexibility of teleconferencing
also ensures that meetings are held as often as possible with no extra costs
being incurred.

5. Encourage Productivity – The fifth teleconferencing advantage is that

teleconferencing ensures that workers at various hierarchies in the
company structure are in constant communication. This translates to
effective information-sharing and prompt actions. Such recurrent
engagement is a motivational factor that results turns out increased
productivity. Teleconferencing also makes multi-branch management
easier as the proximity of every department of a company is optimized.

6. Reliability – Teleconferencing is one of the most reliable ways of

holding meetings. This reliability has increased exponentially over the
years due to advancement in technology. Teleconferencing channels are
today much more stable and communication challenges are almost non-
existent. It is also a very secure mode of communication where the safety
of data as well as privacy is guaranteed.

Disadvantages of Teleconferencing

1. Prone to Technical Challenges – The main difference between

machines and humans is that machines are prone to wear and tear.
Technical challenges can thus hit teleconferencing systems at any time.
This can lead to time wastage and other inconveniences. Most
technological systems also come with a learning curve. Lack of know-how
can hinder a person from effective utilization of teleconferencing facilities.

2. Less Effective Nonverbal Communication – When compared to an

actual meeting, teleconferencing is a less effective mode of business
communication. This is because important nonverbal aspects of business
communication like body language and human contact are disregarded.
Nonverbal cues are very crucial to holistic communication. The lack of
such cues makes it impossible to pick important signals that could lead to a
more productive interaction.
3. Space Limitations – The fact that teleconferencing occurs on a screen
means that a lot of information is disregarded due to limited space. It is,
for instance, nearly impossible to deliver all graphical data effectively
even when holding a live online meeting. Even with a big screen,
simultaneous actions are not possible in the same way they are at an actual
meeting. Consequently, some information is lost or not effectively
covered.

4. Discourages Team Dynamics – Another teleconferencing disadvantage

is that teleconferencing lacks the dynamism of a real conference where
participants are able to have a shared engagement and raise or respond to
issues instantaneously. This means that it is often difficult to effectively
interject or share ideas as they arise. The lack of dynamism ultimately
leads to few people taking control of meetings at the expense of other
people.

5. Eliminate Informal Interactions – The common pre-meeting and post-

meeting conversations are often very important in setting the stage for the
day’s agenda and even future meeting agendas. Such informal
engagements are also where some key ideas arise concerning important
matters like policy and planning. With the lack of such small talk,
teleconferencing can be seen as a rigid and non-progressive mode of
conferencing.

6. Affect Professionalism – The fact that machines are the main

intermediary between the different parties involved in the meeting, which
can affect professionalism. This is because participants are often forced to
multitask. This multitasking can shift the focus of participants to other
issues that are unrelated and not beneficial to the meeting.

Press conference

A press conference is an event organized to officially distribute

information and answer questions from the media. Press conferences are
also announced in response to specific public relations issues.

Corporate press conferences are generally led by the company’s executive

management or a press liaison or communications officer. Given limited
resources, particularly during a time of quarterly or annual earnings, it may
be difficult to attract major media attention unless a company has a truly
unique or newsworthy announcement to share.

Press conferences are held by corporations and other businesses,

politicians, and other government officials.

Why Hold a Press Conference?

There are many reasons why companies choose to hold press conferences.
They may be called to do any of the following:

 Respond to earnings, other news, and/or controversies.

 Announce the departure or addition of a new executive.
 Unveil a new production facility.
 Announce the release of a new product.

Of course, these are just some of the instances when a company may call a
conference. In some cases, companies may time their press conferences
before any news breaks.

Demonstration
A demonstration in oral communication refers to the use of practical
examples, visual aids, or other forms of physical evidence to illustrate a
point or concept. Demonstrations are often used in educational or training
settings to enhance understanding and facilitate learning.

Here are some benefits of using demonstrations in oral communication:

1. Clarity: Demonstrations can help clarify complex concepts and

ideas, making them easier to understand for the audience. By
providing a concrete and tangible example, the speaker can help the
listener grasp the concept more effectively.
2. Engagement: Demonstrations can help engage the audience and keep
their attention focused on the topic at hand. This is particularly
 important in longer presentations or lectures where maintaining
attention can be a challenge.
3. Reinforcement: Demonstrations can reinforce the main points of the
oral communication and help the audience retain the information
better. This can be especially helpful in training or educational
settings where the information needs to be retained and applied later.
4. Interactivity: Demonstrations can encourage interaction and
participation from the audience, making the communication process
more dynamic and engaging. This can help foster a sense of
community and facilitate learning.
5. Evidence: Demonstrations can provide evidence to support the
speaker’s argument or position, making the communication more
credible and persuasive.

In conclusion, demonstrations are a powerful tool in oral communication

and can greatly enhance the effectiveness of the communication process.
Whether in a classroom, training session, or professional setting, the use of
demonstrations can help convey complex concepts, engage the audience,
and reinforce key points.

Radio Recording – Dictaphone – Meetings –

Rumour
Radio Recording:

Radio recording refers to the process of capturing audio content from a

radio broadcast for the purpose of later playback or analysis. This can be
done using specialized radio recording equipment or software, and the
recorded audio can be stored on various media, including tapes, CDs, or
digital files. Radio recording is often used for educational or research
purposes, as well as for entertainment.

Dictaphone:

A Dictaphone is a device used for recording audio content, typically for

transcription or for later reference. Dictaphones are commonly used in
professional settings, such as in legal or medical offices, where accurate
recording of information is critical. Modern Dictaphones are often digital
and store the recorded audio on memory cards or internal memory,
allowing for easy transfer of the recorded content to a computer for
analysis or transcription.

Meetings:

Meetings are a common form of oral communication that bring together

individuals or groups of people for the purpose of discussing and
exchanging information. Meetings can be formal or informal and may be
held in-person or via remote means, such as video conferencing. The use
of audio recording equipment, such as dictaphones, can be beneficial in
meetings as it allows for accurate capture and later reference of the
discussions and decisions made during the meeting.

Rumour:

A rumour is unverified information or gossip that is spread by word of

mouth or through various forms of media, such as social media or email.
Rumours can be based on truth or be completely false and are often spread
quickly, making them difficult to control or contain. In oral
communication, rumours can be particularly damaging as they can be
spread rapidly and cause harm to individuals or organizations. To mitigate
the impact of rumours, it is important to promote accurate and reliable
communication, as well as to encourage critical thinking and fact-checking
before spreading information.

Demonstration and Dramatization

Demonstration:

A demonstration is a form of oral communication that uses practical

examples or visual aids to illustrate a concept or idea. Demonstrations are
often used in educational or training settings to make complex ideas easier
to understand and to reinforce key messages. Demonstrations can take
many forms, including hands-on activities, simulations, or the use of
physical models or diagrams.
Benefits of using demonstrations in oral communication include:

1. Clarity: Demonstrations can help to clarify complex ideas and make

them easier for the audience to understand.
2. Engagement: Demonstrations can engage the audience and keep
their attention focused on the topic at hand.
3. Reinforcement: Demonstrations can reinforce the key messages of
the oral communication and help the audience retain the information
better.
4. Interactivity: Demonstrations can encourage interaction and
participation from the audience, making the communication process
more dynamic and engaging.
5. Evidence: Demonstrations can provide evidence to support the
speaker’s argument or position, making the communication more
credible and persuasive.

Dramatization:

Dramatization is a form of oral communication that involves acting out a

scene or scenario to illustrate a point or concept. Dramatization can be
used in a variety of settings, including education, entertainment, or
training, and can be an effective tool for engaging the audience and
conveying complex ideas.

Benefits of using dramatization in oral communication include:

1. Emotion: Dramatization can evoke strong emotions in the audience,

making the communication more impactful and memorable.
2. Clarity: Dramatization can help to clarify complex ideas by
illustrating them in a concrete and tangible way.
3. Engagement: Dramatization can engage the audience and keep their
attention focused on the topic at hand.
4. Reinforcement: Dramatization can reinforce the key messages of the
oral communication and help the audience retain the information
better.
5. Interactivity: Dramatization can encourage interaction and
participation from the audience, making the communication process
more dynamic and engaging.
In conclusion, demonstrations and dramatizations are powerful tools in
oral communication that can greatly enhance the effectiveness of the
communication process. Whether in a classroom, training session, or
professional setting, the use of these techniques can help convey complex
concepts, engage the audience, and reinforce key messages

Public address system – Grapevine

Public Address System:

A public address (PA) system is a technology used to amplify sound and

make it audible to a large audience. PA systems are commonly used in
public spaces, such as schools, theatres, and sports arenas, and typically
consist of a microphone, amplifier, and speaker system. The use of a PA
system in oral communication can be beneficial as it allows the speaker to
be heard by a large audience, regardless of the size or acoustics of the
space.

Grapevine:

The grapevine is a term used to describe informal communication

networks that exist within organizations or communities. Grapevine
communication is often informal and is not part of the formal
communication structure, but it can be an important source of information
and feedback. Grapevine communication can be positive or negative and
can have a significant impact on attitudes, behaviours, and perceptions
within the organization. While grapevine communication can be a valuable
source of information, it is important to be aware of the potential for
misinformation and to encourage accurate and reliable communication
within the organization.

Group Discussion – Oral report – Closed circuit

TV
Group Discussion:
A group discussion is a form of oral communication that involves a group
of people discussing a specific topic or issue. Group discussions can be
structured or unstructured and can take place in a variety of settings,
including classrooms, meetings, or conferences. The goal of a group
discussion is typically to exchange ideas, perspectives, and information,
and to reach a shared understanding or decision.

Benefits of group discussions include:

1. Collaboration: Group discussions can encourage collaboration and

teamwork among participants, allowing them to pool their
knowledge and expertise.
2. Diversity of perspectives: Group discussions can provide a diverse
range of perspectives, helping to broaden the scope of the discussion
and leading to more informed decisions.
3. Improved communication skills: Group discussions can help
improve communication skills, such as active listening, critical
thinking, and persuasive speaking.
4. Decision-making: Group discussions can lead to more informed and
effective decision-making by allowing participants to consider
multiple perspectives and viewpoints.

Oral Report:

An oral report is a form of oral communication that involves presenting

information or findings to an audience. Oral reports are often used in
academic or professional settings to convey research results, to summarize
data or information, or to provide updates on a specific project or
initiative.

Benefits of oral reports include:

1. Clarity: Oral reports can help to clarify complex information and

make it easier for the audience to understand.
2. Evidence: Oral reports can provide evidence to support the speaker’s
argument or position, making the communication more credible and
persuasive.
3. Engagement: Oral reports can engage the audience and keep their
attention focused on the topic at hand.
 4. Reinforcement: Oral reports can reinforce the key messages of the
communication and help the audience retain the information better.
5. Interactivity: Oral reports can encourage interaction and
participation from the audience, making the communication process
more dynamic and engaging.

Closed Circuit Television (CCTV):

Closed circuit television (CCTV) is a system of video cameras and

monitors that are used to observe and monitor a specific area. CCTV
systems are commonly used in security and surveillance applications, such
as in retail stores, banks, and public transportation systems.

Benefits of using CCTV in oral communication include:

1. Security: CCTV can provide an added layer of security by allowing

for the observation and monitoring of a specific area.
2. Evidence: CCTV can provide visual evidence of events or incidents,
making it useful for investigation purposes.
3. Remote monitoring: CCTV allows for remote monitoring, making it
possible to observe and monitor an area from a distance.
4. Improved response times: CCTV can help to improve response times
in emergency situations by providing real-time information to first
responders.
5. Compliance: CCTV can help organizations comply with laws and
regulations, such as those related to privacy and data protection

The art of listening – Principles of good listening

The Art of Listening:

Listening is a critical component of effective communication, yet it is
often one of the most undervalued skills. The art of listening involves
paying attention to the speaker, understanding the message being
conveyed, and responding in a manner that shows empathy and respect.
Good listening skills can help build relationships, resolve conflicts, and
improve overall communication effectiveness.

Principles of Good Listening:

1. Attention: Good listeners pay attention to the speaker and avoid
distractions. They focus on the message being conveyed and avoid
interrupting the speaker.
2. Understanding: Good listeners strive to understand the speaker’s
point of view and the context of the message. They consider the
speaker’s perspective and try to put themselves in the speaker’s
shoes.
3. Empathy: Good listeners show empathy and compassion towards the
speaker. They listen with an open mind and try to understand the
emotions and feelings being expressed.
4. Active Listening: Good listeners engage in active listening, which
involves actively seeking to understand the message being conveyed.
They ask questions, provide feedback, and seek clarification when
necessary.
5. Respect: Good listeners show respect for the speaker and their
message. They avoid being judgmental and maintain a positive,
supportive attitude.
6. Nonverbal Communication: Good listeners are aware of the role that
nonverbal communication plays in the listening process. They pay
attention to body language and other nonverbal cues, and use them
to enhance their understanding of the message being conveyed.
7. Avoiding Interruptions: Good listeners avoid interrupting the
speaker and allow them to complete their thoughts. They resist the
urge to respond immediately and wait until the speaker has finished
speaking before responding.

In conclusion, the art of listening is a critical component of effective

communication. By following the principles of good listening, individuals
can improve their ability to understand and respond to messages in a
manner that promotes mutual understanding and respect.