CHAPTER SIX

MEDIA OF COMMUNICATION
6.1Overview of media of communication
Media means the methods, channels or circumstances under which communication occurs.

A medium is set of rules for structuring and exchanging messages (electronic technology,
writing, speaking and various forms of interactions).

Some media ground rules are:

 Whoever is talking may continue to talk until he/she appears to be finished.

 No speaker should talk for “very long’ at a time, which may vary from a few

seconds to two or more minutes, depending on the circumstances

 Nobody may interrupt the speaker unless he /she agrees to be interrupted

 When a silence occurs, each participant has an equal opportunity to begin

talking, that is, nobody is intentionally excluded

 Nobody who is talking g by change the subject without getting permission

from other participants

6.2 Oral Communication

 It is the process of conveying or receiving messages through spoken words.

 It is highly used across the world because of rapid transmission of

information and prompt reply.

 It can be direct or indirect, depending on the medium used.

 It can be either formal or informal.

 6.2.1 Speech

It is one form of formal oral communication. Basically, there are three types of oral
presentations: the read speech, the impromptu speech, and the extemporaneous speech

A/ The read speech- is delivered by a speaker reading directly from a carefully

prepared manuscript.

B/ An impromptu speech-is given without advance preparation by the speaker.

C/ Extemporaneous speech-is the most common method of oral presentation.

Preparing an oral presentation/speech

Preparing an oral presentation is much like preparing to write. You must determine

your purpose, analyses your audience, and then organize your ideas and prepare an

outline.

Presentation or speech Guidelines

BEFORE THE PRESENTATION
• Understand
• Decide
• Plan
• Practice
• Be Early
DURING THE PRESENTATION
• KISS(Keep It Short and Simple)
• Make Your Points Strong
• Use Visuals
• Make Eye Contact
• Build in Extra Time
AFTER THE PRESENTATION
Evaluate: Have participants fill out an evaluation form so you can learn what you did well and what
needs improvement.
Be Kind to Yourself: Don't worry if the presentation didn't go exactly as you planned! You will improve
each time you make a presentation!
How do you explain successful presentation?
----------------------------------------------------------------------------------------------------
----------------------------------------------
Successful Oral Presentation
An oral presentation creates mutual understanding between audience and speaker so you will
have to give yourself some time to improve your oral presentation skills.

6.2.2 Telephone Conversation

Telephone is a good channel for making sales pitches with customers, solving problems and
exchanging ideas. Telephone can enable you to communicate quickly and personally with people
all over the world. Because you cannot see the person with whom you are speaking, pay careful
attention to both your speaking and listening skills.

Guidelines for telephone usage

A. Answering calls

 Answer promptly
 Identify yourself or your organization
 Screen calls before transmitting them, ask who is speaking
 Transfer call correctly
 Repeat major ideas
 Write down complete message, if call is for somebody else
 Make sure the person answering the telephone has your correct name and telephone number
 Indicate a time and date when the call can be returned
 B. Conversing

 Prepare a list of major points before hand

 Hold the receiver 2-3 cm away from your mouth
 Speak slowly and a little more loudly than usual
 Get to your point quickly
 Maintain a friendly, personal tone
 Pick-up verbal clues, for example when somebody is busy
 Get feedback on ideas or plans
 Make sure you understand any agreements
 At the end of the call, summarize major ideas or plans
Advantage of telephone conversation:

 They provide two-way communication

 Immediate feedback can be obtained
 Problems can be sorted out quickly
 Information can be received quickly

Disadvantage of Telephone conversation:

 There is no written record of the communication

 Verbal messages came sometimes be misunderstood

6.2.3 Face to face conversation

Face-to-face communication is usually in the form of meeting, which can be with one person or
many people. Face –to- face communication can also be a one- to- one conversation or an
external chat.

Advantage of face to face conversation: - .

 face-to face communalisation ensure everyone gets the same message at the same time
 everyone can look at any paper work and discuss any issues accordingly
 feedback can be given and received
 problems can be sorted out quickly
Disadvantage of face to face conversation:

 in big meetings there is no way of telling whether everybody is listening

 people are not always available for meetings
 not everyone is willing to speak up at meetings

6.2.4 Active listening

It is the most important type of listening. The receiver absorbs all that is being said and also
makes an attempt to verify all that he/she has been listening to. When it combined with sensitive
listening it can result in the best kind of listening with the receiver moving in accordance with
the intent of the speaker.

In listening, as long as, there is some kind of activity in the form of participative contribution
from the receiver, there can rarely be any kind of miscommunication. This can be achieved
when questions are asked in response to the statements made by the sender. Merely relying upon
the hearing faculties for a comprehension of the lecture/ presentation is not sufficient. As stated
earlier, sensitive words have different meanings for different people clarifications.

According to James, A. & Paul, R.Timm (1996) Active listening requires effort:

 Resist distraction: - This point emphasise the importance of concentration.

 Be create interest:-Do your best to find areas of interest between you and the speaker
 Stay alert:-force yourself to stay alert, even if the speaker is slow and boring.
 Listening for them rather than for isolated facts. Too often people get hopelessly lost as
listeners because they focused in conceptual facts and details, and miss the speaker’s main point.
 Attentively to take note
 As a listener, take primary responsibility for the success of two-way communication.
Active listening involves 4 phases.

You can do many different things to improve your listening skills. Here are some additional
tips:-

- Remember that your listeners may not process information into the same way you do.

Different people s has different learning styles.

 Take notes: - Writing dawn major ideas and important facts may help you to listen
and remember more effectively. However, its importance for you to be selective.
Don’t try to write down everything.
 Show your interest: - it is discourteous to fidget or look bored. If you have
committed to listen to the speaker, then gives your full attention and show that you
are listening.
 6.2.5 Interviews
What is an interview?
An interview is a face-to-face inter personal event in which at least one person has planned to
achieve a specific goal, that means interview is a special event, have a specific purpose, usually
planned and it tends to be structured.

Characteristics of an Interview:

Interviews involve two sides; the interviewer and the interviewee. An interview is essentially an
exchange of information what distinguishes it from informal conversation.

Interview differs from informal conversation by the following features:-

 Is planned
 Is prearranged
 Is structured
 Is controlled by the interviewer(it means knowing how to motivate the interviewee to reply
fully to questions)
 Has a predetermined purpose
 Takes place between two or more people of different status

Style and the structure of the interview

There are two style and structure of interview. Such as:-

Directive interviews are controlled and organized by the interviewer. E.g. Employment
interviews

Non-directive interviews involve the participants and the organization in setting the goals and
process of the interview. E.g. The information interview
There are six type of interview

1. The employment interview: It is sometimes called the job search interview and the selection
interview. It is an interview in which the participant exchanges information in order to make an
employment decision. This type of interview occurs every time recruiter visits a campus to
search for a few employees.
2. The performance appraisal interview: It is sometimes called a counselling interview. It is
a work related interview in which the supervisors give the employee feedback about his or her
job performance and consults with the employee performance appraisal to discover & solve
common problems with employees to motivate employee.
3. The information interview: It can work in to two ways, one is the information seeker
organize the interview, in the other way the information giver organize the interview.
4. Persuasive interview: Occurs whenever one person seeks to change the thinking or behaviour
of another person. The most persuasive interview in the sales & a sales representative explain the
feature & benefits of a product or service in order to make purchase decision.
5. A grievance interview: Interview sometimes occurs in organization. Such interview entitled
by employee in order to focus up on a matter of employee discontent in academic or company
community. For Example: - Students sometimes require grievance interview to complain about
how they were treated in a class room or to challenge their course grade.

6. An Exit interview: Is designed and conducted by managers when value employees decide
to leave their companies. The goal of an exit interview is to identify any change that must be
made in the administrative structure or procedure or in the common climate of your organization.

Types of job related interview

o The single interview: It is conducted by a single interviewer responsible for interviewing all
applicants and selecting the new staff member.
o The series interview: It is conducted by a number of interviewers in turn. Each interviewer is
looking for a particular area of expertise and evaluates each applicant in this area of expertise.
Guidelines for job interview

1. Pre-interview stage:

Undertake the analysis of the job. Identify the tasks performed on the job and the activities, skills
and personal attributes necessary to carry out the job. Create a job specification or description if
one does not exist. The job specification is the basis for the essential and desirable quantities
listed in the advertisement as well as the basis for your questions in the interview. Determine the
style and the structure of the interview.

2. Preparing the questions:

Prepare a fixed set of questions that ask about the interviewee’s qualifications, previous job
experience, carrier ambitions, goals, and attitudes towards the organization’s products or
policies. Aim to create clear, specific questions that will adequately establish the applicant’s
capacity to meet the demands of the job. Questions should also be relevant, unambiguous and
free from bias, so that no one particular group in society is favored or others disadvantaged.

3. Conducting an interview:

Once you prepared the content of the interview you are ready to conduct the interview. Non-
directive techniques use minimal questions, creating a conversational and to encourage the
applicant. Directive techniques include open-ended questions and specific probing questions to
focus on a particular topic and gain further information or clarification.

4. Open the interview:

Create an open, friendly and trusting environment and aim to put the interviewee at ease.
Through

o Greet the applicant by name and introduce yourself and the panel by name and job designation.
o Show the interviewee to a chair and perhaps offer refreshments.
o Some interviewers like to talk about topics of general interest such as local events or sport to
make the applicant feel at ease; however take care not to side-track too far from the interview’s
purpose.
o State the interview’s purpose and intended result. Be specific and avoid generalities.
o Let the interviewee know if you intend to take notes and explain the length of time allotted to
the interview.

The body of the interview: Use simple questions initially to help the applicant build
confidence.

o Progress further through the interview with questions on work experience, education and
personal details.
o Throughout the interview, your purpose is twofold: to obtain specific information from the
applicant and to achieve an interview process that is comfortable for the applicant. So take notes
to jog your memory.
o Some interviewee responses may be inadequate, irrelevant, poorly organized or inaccurate.
Listen carefully and with empathy. On occasion, you may need to vary the type of question, to
clarify information or to allow the applicant to elaborate.
o As an interviewer it is your responsibility to give applicants accurate job information, to
answer their questions and to allow scope to discuss their abilities.
o Close the interview courteously.

The interviewer should summarize what has taken place during the interview to avoid any
misunderstandings or communication barriers. At the end of the interview, indicate any further
action that needs to be completed. Indicate clearly that the interview is over and thank applicants
for their application and for attending the interview.

5. After the interview

The interviewer or the panel evaluates each applicant and the results of the interview.

 Maintain the confidentiality of the interview and the documents presented at the interview.
 Record or complete notes on all important points immediately after the interview.
 You are trying to form an objective opinion based on the information provided by the
interviewee and any other information available. At this stage interview evaluation sheets or
rating scales are very helpful.

Goals of a job interview

In conducting a job interview, you want to attract and choose the best applicant for the position.

 Gather information from interviewees to help predict their future performance

 Inform applicants about the job and the organization
 Determine applicants’ ability to work with others and ‘fit’ into the organizational culture

Potential problems of job interview:

Interviews are not always effective in choosing the best person for the job.

 Poor planning
 Too much attention to negative or irrelevant information
 Lack of objectives
 Lack of structure
 Little knowledge of the job under discussion
 Judging the applicant inappropriate criteria
 Poor listening, which results in the interviewer hearing only part of the interviewee’s answer

6.2.6 Meetings

Meetings are necessary to coordinate individual efforts, collaborate on joint projects, acquire
support for ideas, sell ideas, solve problems collectively, and make consensus-based decisions.
Essentially, meetings are a gathering of two or more persons to collectively accomplish what one
person cannot.

First, one needs to decide if a meeting is necessary. Before scheduling or attending your next
meeting, clearly define the objectives for yourself or the group if you are the person responsible
for the meeting.
To help you think through your objectives, ask yourself the following four questions:
 Why am I scheduling or attending this meeting?
 What do I want to accomplish or gain?
 What information will be exchanged or decisions made?
 Who will be attending that I need to meet or gain their support?

How to Organize Effective Meeting?

Good meetings aren't accidents - they are the result of good planning. The time you spend before
will result in major benefits later by efficiently using the meeting time and accomplishing
objectives.
When deciding to hold a meeting, you should also decide who should attend and what the
purpose of the meeting is. To help in planning meetings, below is a checklist of major elements
essential for meeting effectiveness.
Purpose:
Plan meetings with purpose, Define the purpose or objective of the meeting (e.g., to reach
consensus on how volunteer leaders should allocate their time).
Participant:
Who needs to attend this meeting to accomplish the purpose?
Structure:
How should the meeting be organized to best accomplish the purpose? Some techniques may
include: guest speakers, videos, brainstorming sessions, panel sessions, discussion groups,
demonstrations, etc.
Whatever technique is selected, it should have the greatest impact on the participants to attain the
meeting objective.
Location and Time
Select a meeting place that best matches the participant's needs, the objective, and the meeting
structure.
When planning where to meet, give consideration to size, comfort, accessibility, adequate
parking, room acoustics, equipment needs, etc. Choosing a meeting time depends on the
availability of participants and meeting facilities. The anticipated length of the meeting should
also be a factor in deciding when to schedule the meeting.
Agenda
A meeting agenda should be prepared and distributed to participants at least three days prior to
the meeting day. An agenda is crucial to meeting success in three ways:
1) It clarifies the objectives so people understand the meeting purpose and tasks;
2) Distributing the agenda prior to the meeting helps participants plan and prepare to make an
effective contribution; and
3) During the meeting, the agenda provides direction and focus for the discussion.
There are a variety of agenda styles but essentially they should contain at least the
following elements:
A. Title (e.g., evaluation review meeting),
B. Time (e.g. 8:00-10:00 a.m.)
C. Date,
D. Location,
E. Discussion items, and
F. Names of persons responsible for covering each item.
Responsibilities:
There should be a mutual understanding of not only the meeting purpose, but also individual
assignments and how they fit into the total program. Those meetings that are more focused on
brainstorming or creativity may require little or no individual assignments. In task-oriented or
policy deciding meetings, it is best to prepare a written summary of assigned duties so
individuals know what their responsibility is for the meeting.
Confirmation:
If it is a first meeting or if the meeting is on a new day or time individually contact all
participants at least three days before the meeting day. Contact can be as simple as sending
everyone a friendly reminder through office e-mail, phone calls, or a post card reminder through
the mail. For regularly scheduled meetings, choose a location and meeting time and try not to
change it.
HOW TO RUN EFFECTIVE MEETINGS?
The meeting leader or facilitator is responsible for setting the meeting tone, keeping the
discussion on track, and making sure everyone has a fair chance of being heard. The leader or
facilitator should also summarize relevant points and tie things together when the discussion
jumps around between interrelated topics.
A well-planned meeting will significantly reduce surprises and meeting confusion, there is no
guarantee everything will run smoothly, even with the best planning.
Here are some suggested guidelines on how to run effective meetings:
I. Begin on time and end on time –
If you begin a meeting five to seven minutes after it was scheduled, you are starting late. Starting
a meeting late sends the message that it's okay to be late and it shows a lack of respect and
appreciation for those who make the effort to arrive on time. Some people may have back-to-
back meetings. Ending on time shows respect for participant’s and valuable time.
II. Use the Agenda –
Review the agenda with participants at the beginning of the meeting and ask them if any changes
need to be made on time allocations or discussion content. Continually refer back to the agenda
throughout the meeting to keep discussion centered on the stated purpose and specified agenda
items.
III. Establish and Use Ground Rules
Ground rules are explicit rules that the group agrees to follow to help them facilitate productive
discussions. Whether the group formulates the ground rules or the meeting leader/facilitator
presents them, all group members should reach consensus on following the ground rules. Ground
rules lay out the expectations of "the way things should be done at meetings."

Ground rules are used to facilitate group interaction, not to restrict it. The group can change the
ground rules or add new ones based on group needs.
Examples of some typically used ground rules include: arrive and start on time; stick to the
agenda; everyone participates; be realistic when accepting follow-up tasks; focus on interests,
not positions; separate people from the problem; respect different viewpoints; share
responsibility for following the ground rules.
• Control dominating individuals - Make sure each individual has a fair chance of expressing
ideas and opinions. Do not let one person dominate the discussion. Of equal importance is to
ensure that quiet participants are expressing their ideas and opinions. This may require the leader
or facilitator to directly call on the quiet member and ask them for their opinion or for any ideas
they would like to share.

IV. Summarize –
Conclude the meeting by summarizing the discussion, decisions made, tasks delegated,
deadlines, and any action required by participants. Depending on the time available, either
address bin items or place them on the agenda for the next meeting. Include in the summary any
review plans for follow-up or the need to schedule any succeeding meetings. The responsibility
for the success and effectiveness of the meeting ultimately rests equally with everyone in the
group. A well-planned agenda, posted ground rules, and using a bin are the three most important
keys to running effective meetings. Meetings can be fun and productive. It's easy to get caught
up in the pressure of the meeting and lose sight of perspectives. Stress diminishes creativity and
spontaneity and generally lowers the quality of results achieved by the group. So relax and
remember that the best results come from groups who are able to laugh together, discuss their
mistakes, and take pride in their efforts.
6.3 Written Communication
Definition of Written
Communication

The communication in which the message is transmitted in written or printed form is known as
Written Communication. It is the most reliable mode of communication, and it is highly
preferred in the business world because of its formal and sophisticated nature. The various
channels of written communication are letters, e-mails, journals, magazines, newspapers, text
messages, reports, etc.

There are a number of advantages of written communication which are as under:

 Referring the message in the future will be easy.

 Before transmitting the message, one can revise or rewrite it in an organized way.
 The chances of misinterpretation of message are very less because the words are carefully chosen.
  The communication is planned.
 Legal evidence is available due to the safekeeping of records. Etc…

But as we all know that everything has two aspects, same is the case with written communication
as the communication is a time consuming one. Moreover, the sender will never know that the
receiver has read the message or not. The sender has to wait for the responses of the receiver. A
lot of paperwork is there, in this mode of communication.

Reminding Point:-@ Written Communication

 This medium is more formal with focus on contents

 It can convey any amount of technical information
 It is best for permanent record
 This medium uses longer words and longer sentences.
 It brings delayed feedback

6.3.1 Curriculum

Vitae What is a CV?

Your CV, short for curriculum vitae, is a personal marketing document used to sell yourself to
prospective employers. It should tell them about you, your professional history and your skills,
abilities and achievements. Ultimately, it should highlight why you’re the best person for the job.

A CV is required when applying for a job. In addition to your CV, employers may also require a
cover letter and a completed application form.

What information to Include in a Curriculum Vitae

1. Name, professional title and contact details (address)

The first part of your CV aligns at the top of the page, should contain your name, professional
title and contact details.

When it comes to your contact details, your email addresses and phone number(s) are essential.
Once upon a time, it was customary to include your full address on your CV. Today, you simply
need to list your town and county.
Like:-
Full Name and Professional Title

Location: Town,

County Phone:

Email: [email protected]
Remind: - When to develop Personal profile ask yourself the following questions.

i. Who are you?

ii. What can you offer the company?
iii. What are your career goals?

2. Education and qualifications. Take care to include the names of institutions and
dates attended in reverse order; Ph.D., Masters, Undergraduate.

Like:- Institution name – Dates attended (from – to)

Qualification/Field of study – Grade

3. Work experience/employment history.

The most widely accepted style of employment record is the chronological curriculum vitae.
Your career history is presented in reverse date order starting with most recent.
Achievements and responsibilities are listed for each role. More emphasis/information should
be put on more recent jobs.

Like:-
mmm yyyy – mmm yyyy Company Name, Location

Role Title

Key responsibilities

- xxxxxxxxxxxxxxxxxxxxxxxxxxxxxx

Key achievements/projects

- xxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
 4. Skills.
Include computer skills, foreign language skills, and any other recent training that
is relevant to the role applied for.
5. Hobbies and interests:
If you feel that your CV is lacking, you can boost your document by inserting a hobbies
and interests section at the end. Be careful though; avoid listing hobbies that don’t add
value to your CV or are run-of-the-mill, like reading. Draw on interests that make you
stand out or are relevant to the job.
6. References: Like including an address on your CV, adding your referees to the end of
your CV is no longer standardized. You can include a line that reads ‘references available
on request’, but if you don’t have room, it’s acceptable to remove it altogether.

What Not to Include

There is no need to include your photo, your salary history, the reason you left your previous
position.

How Long Should a CV Be?

Good curriculum vitae should ideally cover no more than two pages and never more than three.
Aim to ensure the content is clear, structured, concise and relevant. Using bullet points rather
than full sentences can help minimize word usage.

The seven-step business document writing process

To create a good (business) document you have to do a series of steps to transform ideas into
words and transform a blank page into a business document.

The seven-step writing process consists of the following steps or activities:

1.Brainstorming and identifying goals

2.Identify your audience
3.Doing necessary research
4.Making a plan
5.Drafting
6.Revising
7.Proofreading
You will notice that as you become experienced you will alter some steps or going back and
forth, but even if you are experienced it is important to go through the major steps!

The purpose of the first step is to get a very idea of why you are writing the written document.
Clearly state these goals for yourself. The goals can include also your own personal goals, such
as making a good impression on your boss.

The second step is to get a clear idea of whom you are writing to. You can use the same
checklist here as given before in the chapter on oral communication.

Third, doing the necessary research can be different depending on the type of document, you
have to make. It can be extensive data collection for a written report, asking questions about
date, time and place for a letter or memo.

Don’t do endless research, but go to the next step after you feel you have done most part of the
research. Don’t wait until you know every little detail, because then you never start writing.

The fourth step is to make a plan for the writing. Activities in this phase are to organize the
information from the research, decide which (standard) format you are going to use and make an
outline for your document.

During drafting step you start to write a preliminary version. It doesn’t have to be perfect, just
write quickly and let your ideas flow.

Leave lots of space between the lines, so you can make notes later on.

The revising step is important. In this phase you check whether your document fits your original
goals en your analysis of the audience. In this phase you should be critical and if necessary even
change your original plan/outline.

Check for the following:

- are the central paragraphs organized logically

- is there unnecessary information

- are my conclusions clear and do they close the document.

During proofreading step at last you check for spelling mistakes, typographical errors,
grammar, etc.

6.3.2 Business letter writing

Definition of Business letter

Business letters are purposeful internal & external communications designed to communicate
business messages or information between letter producer (Sender) and reader (receiver) or
supplier and potential customer.

To communicate with others through business letters, especially outsiders, the letter should be
creating a good impression to get a positive response. In order to achieve this, they must be
attractively displayed, and unblemished by error, in grammar, punctuation and spelling. A good
business letter is good promotion for a company or any other type of organization.

Reasons for writing business letters

The two main reasons for writing a business letter such as:-

1. When record keeping is important, any time you want a proven record , for instance in case
of:
 Transactions, agreements or financial terms
 To verify what was decided during a (telephone) conversation
 Confirming the terms of any oral agreement
 Orders, bills, terms of insurance, employment agreements and any financial transactions

2. To provide convenient and inexpensive means of communication without personal

contact, for instance
 To send the same message to a large number of people
 To communicate with people in distant parts of the country
 To communicate routine messages
Characteristics of good letter

In planning and writing business letter, remember that a business letter should be

 Courteous/Polite: - it should be written in polite (good) manner.

 When revising and editing don’t delete the courteous words.
 Clear: - it should be easy to understand.
 Complete: - it should also have all information that the reader must know.
 Concise: - it should provide a lot of information in a few words.
 Avoid wasting words, avoid wordiness; choose words with care and use them with
economy; be brief and clear.
 Correct: - it should also be written without mistakes.

Standard Parts of the Business Letter

Most business letters have the following parts:
1. Heading
The heading of the letter usually is placed in the upper right hand section of the paper. The letter
should immediately announce its sender. It gives the name and the address of the writer (sender).
This information is useful in replying.

The heading may be indented or blocked. In hand written letter the lines of heading should be
intended with each line begin a little to the right of the preceding line.

2. Date and reference number

Usually the date and reference number is written two lines below the last line of the letterhead.

3. Inside address
The person or firm to whom you send a letter is called the inside addressee (Receiver address).
The name and the address of the addressee comprises the inside address. Before a person’s name
use Mr., Mrs., or alike

It is written on the upper left hand side of the letter, a few lines below the date.

4. Salutation
The salutation is written below the inside address and begins at the left margin. The salutation
greets the reader and it’s followed by a colon

The usual salutation in letters to a business firm is Dear gentlemen. In the letter to a man, a
salutation may be Dear Ato. In a letter to women it may be Dear W/t, and W/ro.

5. Subject
The subject of the message is written after two space of salutation and it is considered to be the
title/topic of the message.
6. Body
The body, which begins two lines under the subject, contains the message of the letter. The
writer’s message should follow the rules of good English composition. The paragraph however,
usually is shorter than those in other types of writing.

7. Complimentary close
If the letter begins with a formal salutation (Sir, Dear Sir) it will close with “Yours faithfully”.
If it begins with a personal name Dear Mr. Tolla, it will close with “Yours sincerely”. Yours
truly or cordially are also used.
Informal closes as Warm regards, Best regards/wishes are also used. A comma is used after
complimentary close.
8. Signature
Always type your name after the handwritten signature and the position in the firm. It is better to
give courteous title (Mr, Miss, etc.) to avoid confusion.
9. Enclosure(s)
An enclosure or attachment notation is included to remind the reader to check for additional
pages of information. The enclosure is typed single or double space below the signature.
10. Copy Notation
When persons other than the addressee will receive a copy of the message, it is noted by writing
‘C’, ‘PC’, ‘Copy’ or ‘CC’ followed by the names of these persons just below the reference
initials or the enclosure notation.
 How to write a business letter?

Your institution’s name

Your institution’s address
Date of letter
Reference number

Recipient’s name
Recipient’s title
Recipient’s institution
Recipient’s institution address

Salutation

Subject of the message

People read business letters quickly. Therefore, get to the point in the first paragraph—the first sentence, if
possible. In other words, state what you want up front.

Consider one and half space b/n sentences on your letters and use Times new roman font type with 12’’
font size. Skip double space between paragraphs. Because people read business letters quickly, use shorter
sentences and paragraphs than you would in a longer document. Sentences should average fewer than twenty
words, and paragraphs should average fewer than seven lines.

Space your letter on the page so that it does not crowd the top. However, if possible, keep your letter to one
page.
Business letter styles
Final paragraphs should tell readers what you want them to do or what you will do for them.

Sincerely,

You’re Signature
Your Name and Title of the job

Enclosure
cc: Name to receive copy (Send copies to anyone whose name you mention in the letter or who would be
A business
directly letter
affected is often
by the produced on the basis of a certain letter
letter.)
style.
Despite the fact that there are a lot of letter styles that can be employed in business letter writing,
this section is confirmed to the discussion of only four contemporary styles which are in practical
use in most business establishment and governmental agency involved in business. These are
semi-blocked, full-blocked and indented styles.

From these letter styles the blocked and semi-blocked once are widely applied as headed letters
are being used in most business organization now days.

It is also important to note that the blocked and semi-blocked styles are preferable used in the
production of personal letters.

On the other hand the full -blocked style predominantly used in financial institutes, education
sectors, business and service rendering organizations in Ethiopian & Western countries such as
England & Scotland. And also the indented style is mostly used in hand written letters.
HEADING (your address and date) Ambo University, Woliso Campus
Woliso, Ethiopia, P.box 217

May 27, 2020

Ms. Jennifer Esposito

ADDRESS (of the person you are writing John Doe Fellowship
to) ………………………… 595 Park Avenue
New York, NY 10021

SALUTATION …………………… Dear Ms. Esposito:

BODY …………………………….. The John Doe Fellowship has always loomed on the horizon for me. Ever since I decided
to major in history, I have wanted to participate in your program. From the research
that I have done, I believe that your program provides its participants with an
extensively detailed look at the history of the world through hands-on experience with
fossils, artifacts, and other remains that compose the blueprint of our existence. I am
applying for the John Doe Fellowship because I believe that it would benefit me
throughout my career and allow me to further understand the ideas behind history and
how it is constructed.

I am a very committed and goal-oriented person with excellent interpersonal skills.

My background in history involves studying many different eras and time periods. My
specialty, though, is the archeological study of the ancient world and its history. During
the summer of 2015 and 2016, I interned at the Metropolitan Museum of Art as a tour
guide. Both times, I not only utilized my knowledge of art and its history, but I also
learned a lot about how that history was constructed. This experience has influenced
me to intern as a tour guide at the American Museum of Natural History, where my love
for the origins of history and learning from the tactile experience with artifacts
increased. In the future, I would like to participate in historical research and eventually
become a full-time professor of history.
I believe my skills, experience, and goals make me an excellent candidate for your
program.

Thank you very much for considering me for the John Doe Fellowship. I am looking
forward to hearing from you.

COMPLIMENTARY CLOSE ……. Sincerely,

Moti Tolla
IDENTIFICATION LINE TITLE OR PHONE
NUMBER/e-mail ……… [email protected]

SIGNATURE Enclosure
ENCLOSURES OR DISTRIBUTION

Sample of full block letter style

HEADING (your address and date) Ambo University, Woliso Campus
Woliso, Ethiopia, P.box 217

May 27, 2020

ADDRESS (of the person you are writing to) Ms. Jennifer Esposito
………………………… John Doe Fellowship
595 Park Avenue
New York, NY 10021

SALUTATION …………………… Dear Ms. Esposito:

BODY …………………………….. The John Doe Fellowship has always loomed on the horizon for me. Ever since I decided to major
in history, I have wanted to participate in your program. From the research that I have done, I
believe that your program provides its participants with an extensively detailed look at the history
of the world through hands-on experience with fossils, artifacts, and other remains that compose
the blueprint of our existence. I am applying for the John Doe Fellowship because I believe that it
would benefit me throughout my career and allow me to further understand the ideas behind
history and how it is constructed.

I am a very committed and goal-oriented person with excellent interpersonal skills.

My background in history involves studying many different eras and time periods. My specialty,
though, is the archeological study of the ancient world and its history. During the summer of 2004
and 2005, I interned at the Metropolitan Museum of Art as a tour guide. Both times, I not only
utilized my knowledge of art and its history, but I also learned a lot about how that history was
constructed. This experience has influenced me to intern as a tour guide at the American
Museum of Natural History, where my love for the origins of history and learning from the tactile
experience with artifacts increased. In the future, I would like to participate in historical research
and eventually become a full-time professor of history.
I believe my skills, experience, and goals make me an excellent candidate for your program.

Thank you very much for considering me for the John Doe Fellowship. I am looking forward to
hearing from you.

COMPLIMENTARY CLOSE ……. Sincerely,

Moti Tolla
IDENTIFICATION LINE TITLE OR PHONE
NUMBER/e-mail ……… [email protected]

SIGNATURE
ENCLOSURES OR DISTRIBUTION Enclosure

Sample of Semi-block Letter Styles

 Business Communication---------ABVM
2091
HEADING (your address and date) Ambo University, Woliso Campus
Woliso, Ethiopia, P.box 217

May 27, 2018

ADDRESS (of the person you are Ms. Jennifer Esposito

writing to) ………………………… John Doe Fellowship
595 Park Avenue
New York, NY 10021

SALUTATION …………………… Dear Ms. Esposito:

BODY …………………………….. The John Doe Fellowship has always loomed on the horizon for me. Ever since I
decided to major in history, I have wanted to participate in your program. From the
research that I have done, I believe that your program provides its participants with an
extensively detailed look at the history of the world through hands-on experience with
fossils, artifacts, and other remains that compose the blueprint of our existence. I am
applying for the John Doe Fellowship because I believe that it would benefit me
throughout my career and allow me to further understand the ideas behind history and
how it is constructed.
I am a very committed and goal-oriented person with excellent interpersonal skills.
My background in history involves studying many different eras and time periods. My
specialty, though, is the archeological study of the ancient world and its history. During
the summer of 2004 and 2005, I interned at the Metropolitan Museum of Art as a tour
guide. Both times, I not only utilized my knowledge of art and its history, but I also
learned a lot about how that history was constructed. This experience has influenced
me to intern as a tour guide at the American Museum of Natural History, where my love
for the origins of history and learning from the tactile experience with artifacts
increased. In the future, I would like to participate in historical research and eventually
become a full-time professor of history.
I believe my skills, experience, and goals make me an excellent candidate for your
program.
Thank you very much for considering me for the John Doe Fellowship. I am looking
forward to hearing from you.
COMPLIMENTARY CLOSE …….
Sincerely,

IDENTIFICATION LINE TITLE OR PHONE Moti Tolla

NUMBER/e-mail ………
[email protected]
SIGNATURE
ENCLOSURES OR DISTRIBUTION Enclosure

Sample of indented letter style

 6.3.3 Memorandum (memo)
What is interoffice memorandum (Memo)?
It is another form of written communication and derived from Latin word “memorare” meaning
‘a thing to be remembered. Memos are used to communicate with other employees, may be
located – whether in the same office, in the same building, or in a branch office.
The memorandum or ‘memo’ is a very flexible form used within an organization for
communication at all levels and for many different reasons. It performs internally the same
function as a letter does in external communication by an organization, it is used for briefings or
instructions, brief messages or ‘notes’ and any kind of internal communication that is more
easily or clearly conveyed in writing (rather than face-to-face or on the telephone).
Flow of Memo entire the organization: - A memorandum may be send upwards,
downwards or sideways in the organization. It may be sent from one individual to another, from
one department to another or from one individual to a department or larger body of staff.
Sample interoffice Memorandum format
Ambo University, Woliso Campus
School of Business and
Economics Department of
Management Interoffice
Memorandum
Date:-

To:-

From:-

Subject: -

…………………………………………………………………………………………………………………………………………………
……………………………………………………………………………………………………

Signature of the writer

Name and position/title of the writer

Attachment
When to write memo remember who your recipient is, what is his status, his background,
education, practical experience etc.
Please check yourself
Assuming yourself to be the purchase officer of the Woliso Soap factory, woliso, prepare a
memo to be written to the Section Heads of your organization informing them about the new
procedure they should follow for sending the departmental requisitions.

6.3.4 Business Report Writing

Introduction

Writing an effective business report is a necessary skill for communicating ideas in the business
environment. Reports usually address a specific issue or problem, and are often specially made
when a decision needs to be made. They present the author’s findings in relation to the issue or
problem and then recommend a course of action for the organization to take. The key to a good
report is in-depth analysis. Good writers will show their reader how they have interpreted their
findings. The reader will understand the basis on which the conclusions are drawn as well as the
rationale for the recommendations.
As effective business report writer you must consider the following points:-
1. Planning your business report
As in all writing, planning is vitally important. Ask yourself the following key questions, when
to plan business report:
□ What is the purpose of this report?

Keep in mind that the purpose of a business report is generally to assist in decision making. Be
sure you are clear on what decision is to be made and the role the report plays in this decision. It
might be useful to consider the purpose in this way: As a result of this report, my reader/s will …
For example:
As a result of this report, my reader/s will know:
- How well our recycling program is doing

- How to increase participation in it.

□ Who are the readers of this report?

Consider the main reader/s, but also secondary readers. The main reader for the recycling report
alluded to above is the director of the recycling program. Secondary readers might be the
facilities management team on campus, the finance team, etc.
Try to understand what the readers already know, what they need to know, and how they will use
this report. You will need to give enough information to satisfy all these potential readers. You
will need to use headings carefully so that different readers can use the report in different ways.

□ What are the report’s main messages?

 Taking into account the information above, think carefully about the main message/s you
need to convey, and therefore what information is required. Ask yourself: What are the
required pieces of information I need to include?
 What are the additional pieces of information I need to include?

□ How will the report be structured?

 - First to determine the approach of the business report. Basically there are two main types
of business report approach. Such as: Deductive approach and Inductive approach.
In case of Deductive approach, presents the conclusions or recommendations near the
beginning of the report, and the report provides justification for these recommendations.
But in case of inductive approach leads the reader through the discussion first and reveals
the conclusions and recommendations at the end of the report.
The next step is to construct an outline, or structure, for your report. Check for a logical
flow, and check your outline against your purpose, your reader/s, and the report’s relevant
information requirements.
2. Structuring your business report
A business report may contain:
□ A covering letter or memorandum

Often a letter is attached to a report to officially introduce the report to the recipient. If the recipient
is outside the organization, a letter format is appropriate; if the recipient is inside the organization, a
memorandum/memo is appropriate.

The covering letter or memorandum should:

□ Remind the reader of their request for the report
□ State the purpose of the report
□ Acknowledge any assistance
□ Indicate future actions to be taken.

□ A title page

The title page should be brief but descriptive of the project. It should also include the date of
completion/submission of the report, the author/s, and their association/organization.

□ An executive summary

The executive summary follows the title page, and should make sense on its own. The executive
summary helps the reader quickly grasp the report’s purpose, conclusions, and key
recommendations. You may think of this as something the busy executive might read to get a
feel for your report and its final conclusions. The executive summary should be no longer than
one page. The executive summary differs from an abstract in that it provides the key
recommendations and conclusions, rather than a summary of the document.

□ A table of contents

The table of contents follows the executive summary on a new page. It states the pages for
various sections. The reader receives a clear orientation to the report as the table of contents lists
all the headings and sub-headings in the report.

□ An introduction

The introduction sets the stage for the reader. It gives the context for the report and generates the
reader’s interest. It orients the reader to the purpose of the report and gives them a clear
indication of what they can expect.

The introduction should:

□ briefly describe the context
□ identify the general subject matter
□ describe the issue or problem to be reported on
□ state the specific questions the report answers
□ outline the scope of the report (extent of investigation)
□ preview the report structure
□ Comment on the limitations of the report and any assumptions made.

□ Findings and discussion

The discussion is the main part of your report and should present and discuss your findings. It
should give enough information, analysis, and evidence to support your conclusions, and it
should provide justification for your recommendations. Its organization will depend on your
purpose, scope, and requirements, but it should follow a logical and systematic organization. The
discussion should be subdivided into logical sections, each with informative, descriptive
headings and a number.
Where your report’s purpose is to recommend the best solution to a problem, you should show
clear analysis of all options. You should explain any analytical framework you used, such as
SWOT or cost benefit analysis. This analysis of options can often be presented effectively in
tables.

□ Conclusions

A business report usually needs both conclusions and recommendations. The difference between
conclusions and recommendations in a report lies in the orientation to time. Conclusions
typically relate to the present or past situation.

When writing conclusions:

□ interpret and summarize the findings; say what they mean
□ relate the conclusions to the report issue/problem
□ Limit the conclusions to the data presented; do not introduce new material
□ number the conclusions and present them in parallel form
□ be objective: avoid exaggerating or manipulating the data.

□ Recommendations

Recommendations are oriented to the future: what changes are recommended, or what actions are
recommended for the future? They are specific, action-oriented suggestions to solve the report
problem.

When writing recommendations:

□ make specific suggestions for actions to solve the report problem
□ avoid conditional words such as maybe and perhaps
□ present each suggestion separately and begin with a verb
□ number the recommendations
□ describe how the recommendations may be implemented
 □ arrange the recommendations in an announced order, such as most important to
least important.

□ A list of references

Whenever you use information from other sources, references must be provided in-text and in a
list of references.

□ Appendices
If material is important to your discussion and is directly referred to, then it should be included in
your discussion proper. However, you might want to use appendices to include supplementary
material that enhances understanding for the reader. You might use appendices to provide details
on the process or analysis you underwent (or which was required by your supervisor or lecturer).

When you choose to include information in appendices, you should refer to it clearly in your text
(refer Appendix A). A single appendix should be titled APPENDIX. Multiple appendices are
titled APPENDIX A, APPENDIX B, etc. Appendices appear in the order that they are mentioned
in the text of the report.

3. Writing your business report

Now that you have organized your thoughts, you need to put them into writing. Ensure your
writing demonstrates clarity and logic. You should think constantly about your readers and make
your report easy for them to read. To achieve good readability, you should:
□ Use effective headings and subheadings

Headings and subheadings are useful tools in business writing. Ensure they are descriptive of the
content to follow.

For example:-

Ineffective headings with non-parallel construction

 Production department responsibilities
Effective headings with parallel construction
 Define responsibilities within the production department

□ structure your paragraphs well

Typically a paragraph will have between 100 and 200 words and will have the following
structure.
□ Topic sentence (state’s main idea of paragraph)

□ Explanation sentence (explains or expands on the topic sentence)

□ Support sentences (give evidence for the idea in the topic sentence and include statistics,
examples, and citations)

□ Concluding sentence (optional final sentence that answers the question ‘so what?’; this is your
opportunity to show your critical thinking ability)
□ write clear sentences with plain language

Academic and business writing should be clear. You want to clearly communicate your
understanding of the topic and the strength of your argument. In order to do this, keep your
sentences short and use plain language where you can.

Remind:-A good average length is 15–20 words (roughly 1.5 lines). Try not to go over 2 lines.

□ keep your writing professional

Ensure you use an appropriate tone for your readers. Where possible, use personal pronouns we
and you: We recommend you check the building’s foundations.

Other important characteristics of professional writing are editing and proofreading. You should
leave 24 hours between writing your draft and editing it. You should also leave another 24 hours
between editing and proofreading. Leaving time between these stages of the writing process
allows you to detach yourself from your writing and put yourself in your reader’s shoes. When
editing, check for:
□ Illogical structure

□ Missing headings

□ Irrelevant or missing content

□ Unnecessary content

□ Redundant phrases or words

When proofreading, check for:
□ Grammar

□ Punctuation

□ Spelling

□ Formatting

□ Consistency

□ Use white space and well-chosen fonts

White space refers to the empty space on the page. Business reports which have a more balanced
use of white space and text are easier to read and more effectively communicate main points and
subordinate ideas.

□ Number your pages

Your title page has no number. Use Roman numerals for the executive summary and table of
contents (i, ii, iii), and Arabic numbers for the remainder of the report (1, 2, 3 …).

□ Use footnotes, tables and figures appropriately

Footnotes should be used sparingly. Points that are important can usually be integrated into the
text. Footnotes or endnotes should not be used for referencing.

In business reports, tables and figures are often used to represent data, processes, etc. Tables and
figures should be inserted in the text of the document, close to the discussion of the table/figure.

4. Concluding remarks
Now that you have the tools to develop your report, your communication should be more
efficient and effective.

Checklist of a business report

□ The report fulfils its purpose

□ The report is oriented to the intended reader/s
□ The report contains all appropriate elements (executive summary, table of contents …)
□ The discussion has descriptive and appropriately formatted headings and subheadings
□ The discussion contains thorough analysis of findings as well as logical flow

□ The report has been edited for section cohesiveness and good paragraph structure

□ The report has been proofread for sentence structure, spelling, punctuation, and consistency

□ Tables and figures are formatted correctly and labeled

□ Tables, figures, and appendices are referred to within the text / discussion
□ Quotations from other sources are referenced
□ Thoughts and ideas paraphrased from other sources are referenced
□ The reference list is formatted properly
□ The cover page has all necessary details
□ Appendices are used to support the discussion, but tables / figures which are essential to the
discussion are included within the text
 Tip on: - Key Differences between Oral Communication and Written
Communication
The following are the major differences between oral communication and written
communication:

1. The type of oral communication in which the sender transmits information to the receiver
through verbally speaking the message. But the communication mode, which uses written
or printed text for exchanging the information, is known as Written Communication.
2. The pre-condition in written communication is that the participants must be literate
whereas there is no such condition in case of oral communication.
3. Proper records are there in Written Communication, which is just opposite in the case of
Oral Communication.
4. Oral Communication is faster than Written Communication.
5. The words once uttered cannot be reversed in the case of Oral Communication. On the
other hand, editing of the original message is possible in Written Communication.
6. Misinterpretation of the message is possible in Oral Communication but not in Written
Communication.
7. In oral communication, instant feedback is received from the recipient who is not
possible in Written Communication.
Comparison Chart of oral and written communication
Basis for Oral Communication Written Communication
Communication

Meaning Exchange of ideas, information Interchange of message, opinions

and message through spoken and information in written or
words is Oral Communication. printed form is Written
Communication.

What is it? Communication with the help of Communication with the help of
words of mouth. text.

Literacy Not required at all. Necessary for communication.

Transmission of Speedy Slow

message

Proof No record of communication is Proper records of communication

there. are present.

Feedback Immediate feedback can be given Feedback takes time.

Revision before Not possible Possible

delivering the
message?

Receipt of nonverbal Yes No

cues

Probability of Very high Quite less

misunderstanding
References and Suggested reading Materials

 C.B Gubta, “Business Organization and Management “, Sultan chand& sons, New Delhi.

 David R.Hampton, “contemporary management”, McGraw Hill Inc., New York, 1981.

 Ernest Dale. “Management. Theory and Practices.” McGraw Hill Inc. New York, 1981.

 Fred Luthans, “Introduction to Management, A Contingency Approach”, McGraw Hill

Book Company New york, 1973.

 GeorgeR.Terry and Stephen G. Franklin, “Principles of management”, All India Traveller

book Sellen New Dethi, 1991.

 Harold Kooz, Cyril o’Donnel and Heinz Weihrich, “Management”, McGraw Hill

International New york, 1980

 Henry sisik, “Management and Organization”, South Western publishing Co., Chicago,

1982.

 K.Balan, C.S. Rayudu, Effective communication,1999

 Peter F. Druker, “Management: Task and Responsibility”, IIaper& Row, New york, 1973.

 Peter F. Druker,” The practice of management” Haper& Brothers, New York, 1986.

 SamulC.Certo, “Principles of Modern Management”, Allyn and Bacon Inc., boston, 1986.

 Y.K bushan, “Fundametals of business Organization and Management”, Sultan chand&

sons, New Delhi.

 Vilanilam, J.V, more effective communication, 2000