Introduction

Business communication is a major task of management. Communication can be internal or

external but it is very important to sort out what type of communication is required. There can
be an informal of can be a formal message or can be in between. Adapting to the audience
is a key role in communication. In Amazon, communication can be to internal audiences or it
can be to the external audiences in both cases message must have key importance that it
must be clear and satisfied the audience. As in our case study, a group of fresh interns is
joining the Amazon group basic standards of business communication can be tough for
them. These basic standards include YOU attitude, Standard of Etiquette, Emphasizing the
Positive, and Bias-Free language.

Adapting the Message to Your Audience

A great idea can change things but a great idea that is not backed up by effective
communication is nothing but a great thought. In order to change an idea into an effective
step, communication plays a very important role. Communication must be adaptive to an
audience which means effective communication must have a positive impact on a targeted
audience. A negative tone of the message put stress on business relationships. In Amazon,
there can be communication within the management as well as communication between
seller and buyer. All the communication in Amazon must follow four basic approaches 1)
Using a YOU Attitude, 2) Maintaining Standards of Etiquette, 3) Emphasizing the Positive,
and 4) Using Bias-Free Language.

Using a YOU Attitude

The "YOU" attitude approach is audience-centered communication that is focused on the
audience. Basically, the communication has individuals that are part of the communication.
They can be one party or can be more than one party involved in a communication. When
communication is focused on the speaker or communicator then it is called the "I" approach
but when communication is focused on the audience that is called the "YOU" approach. In
simple ways, we can say that the "YOU" attitude replaces terms like, "I", "ME", "MINE",
"WE", and "US" with "YOU" and "YOUR".
For example

 Instead of "We offered TV sets with 24, 34, 55 inches" we must use "You can
select TV sets with 24, 34, 55 inches".
 Instead of "Tuesday is the only day when we provide free services" we must use
"You can get free services on Tuesday".

Maintaining Standards of Etiquette

Good Etiquette is a very important factor. It not only makes respect for the audience but also
helps in fostering a more successful environment for communication by removing negative
emotional reactions. Some situations required more diplomacy than others. In case when it
is a good relationship between communicator and audience communication can be less
formal. Written communication required more tact as compared to oral communication.

For Examples

 Instead of "Because of your carelessness whole production line is down" we

can say "Let's focus on strategies that help in a smooth production"
 Instead of "You are holding our order for 15 days, we want it right now" we can
say "Our production depends on timely delivery of supplies, but he has not
received your promised order for 15 days. Please respond with a positive
delivery commitment today."

Emphasize the Positive

There can be different situations and scenarios that can take part in an organization but it is
very important to follow a positive attitude toward communication. When there is a negative
tone in communication it can lead to low motivation. Focusing on Positive doesn't mean
hiding positive news but it focused on delivering the news in such a way that there is a
positive attitude towards it. The message must always have a positive attitude to them
because a positive attitude can make a good relationship with the Audience.

For Examples

 Instead of “It is impossible to deliver your product today by our Amazon team”
we can say "Your Product will be delivered to you within two working days"
 Instead of “I am tired of seeing so many mistakes in customer service blog.” we
can say “Proofreading is required before posting customer blog as it can help
in avoid occurring mistakes”
Using Bias-Free Language
Bias free is said for those things that do not stand with a particular group. We can say that
languages that are neutral and do not target a particular group are called bias-free
languages. It is important to have a bias-free communication when our audience is not of a
particular group. The audience has much more interacted when they think that they are
included in the communication so a bias free communication helps everyone to feel
belonging to the communication. There are four types of bias that can be formed in a
communication

1) Gender Bias:- When communication is focused on a particular gender only and thus
makes another gender a feeling of exclusion is called gender bias.
2) Racial Bias:- When communication is focused on a particular race or an ethnic origin
they are called racial bias.
3) Age Bias:- When we focus on a particular segment of age or our communication
targets a particular group of age this is called age bias.
4) Disability Bias:- These types of communication include words that mention
someone's physical, mental, sensory, or emotional impairments.

For example

 Instead of words like – “Man-made, manpower, businessman, women doctor,

foremen” we can use –“Artificial, workforce, businessperson, doctor,
supervisor”
 Instead of " Disabled workers face many challenges" we can use “Workers with
physical disabilities face many challenges”

Conclusion
Amazon is a big company thus it required a lot of communication between its staff as well as
between customers and business. Its communication must be smooth and free from basic
communication errors. A business message must always attract the audience's attention and
the audience must always think about what is there in this message for them. The new
interns must also follow this concept and follow four basic good communication points that
can help them have good communication and that can leads to a healthy relationship
between communicator and audience.
Introduction
In a corporate market written messages have greater value as compared to an oral one. A
written message is a form of impactful communication. A letter can be for different users it
can be for a request, it can be for a recommendation it can also be for a complaint, or can be
for making claims. The tone of a letter is different in each case. I recommendation letter is a
form of a letter that stated some form of approval from a higher person or authoritarian. In
our case study, we will imagine ourselves as Lisa and ask for a recommendation from our
professor.

Recommendation Letter
In order to check the creditability of a person sometimes there is a need to inquire about
people from some third person. That third person must have a higher superiority than the
person that is inquired about. This process is called a recommendation. For example, before
giving a contract to a company companies ask for recommendations letters from other
suppliers, etc. In the case of new recruits to a company, HR can ask for recommendations
from/her previous companies. In the case of a university, recommendations can be asked
from the students from their previous professors. These recommendations are much more
proffered in a form of letters that can be either mailed or can be posted. But these days an
email in a form of a letter is much more preferred.

If there is no contact for so long then there must be something from old memories that help
them trigger old memories. One must include some event that happens during that time.
Close the letter with a short reminder about the recommendation letter and the deadline.
Then it must have the full name address and method by which the recommendation letter
must be delivered.

Steps in Letter writing

Whenever an official message is delivered by a letter there are certain steps that are to keep
in mind. These steps are divided into three groups Plan, Write, and Complete
Plan

 Analyze the Situation:- Verifying the source and requirement for the requested
information.
 Gather Information:- Collect information that is required to form completing requested
recommendation.
 Choose Medium and Channel:- Selection of method or medium by which information
is to be shared.
 Organizing the Information:- Once information is collected and then selected then it's
time for organizing that information.

Write

 Adapting to Audience:- Writing must be adaptive to the audience and make them feel
connected. There must include some relevant points that can help to bring back
positive memories from the past.
 Composting Messages:- Message must be properly composed and just a mix of
formal and informal language. Language must be common and must be in an
appropriate voice.

Complete

 Revise the Messages:- Once a message is written there must be a quick revision to it
if required. Revising help in avoiding unnecessary information and provide good
readability.
 Produce the Messages:- Simple email format is good for these types of messages in
simple groups on paragraphs that help focus reading and prevent scattered
information.
 Proofread for Messages:- Proofreading is a step that help in eliminating miss-
spelling, layout, grammar, and other language errors. It helps in elevating the
communication and preventing misinterpretation.
 Distributing Message:- At the last ones, everything is done final step is to distribute
the message. It not only includes sending the message but also receiving
confirmation of delivery.

Letter
In our case study, it is requested to write a letter to a professor as a student by the name of
Lisa. The information was not enough so some of the information is assumed to help n
writing a detailed letter these information are

 Address of both parties

 Name of professor and College
 Email and contact number of Lisa and her full name
 Reputed College and last date of letter.
Lisa Bonet
New Ashok Nagar, Delhi,
India, Pin Code:- 110096
Contact number- +91 1234 567890
Mail - [email protected]

26th April 2022

Professor R.K. Jain

DAV PG College, Dehradun
Uttarakhand, India.
Pin Code:- 248001

Subject:- Requesting a recommendation letter for higher Education

Dear Professor Jain,

I was thinking to restart my education by applying for MBA from NMIMS Mumbai. I got
selected and now move to the second round for document submission as per the college's
protocols they also required at least one recommendation from a professor. As I receive
this message and I immediately thought of you. May I have your help by having a letter of
recommendation from you?

As you may recall, I was the only foreign student who took a 3-year bachelor in a
commerce degree program from DAV PG College for the year 2016 to 2019. I still
remember how helpful you were to me and how you help me to overcome the language
barrier. It was because of you, that I was interested in finance and took it as a profession.
Now I want to update my education by taking a Masters' program.

For that, I require your help NMIMS team required a recommendation letter before 20th
May 2022. I have enclosed a pre-addressed stamped envelope for your convenience.

I appreciate your time and efforts in writing this letter for me. I will keep updating you on
my further advancement and thank you for your consideration.

Sincerely,

Lisa Bonet
Lisa Bonet
Conclusion
A letter of recommendation is a much more required document. Request for
recommendations and references are routine so a direct approach can be applicable to
them. Message opening must be clear about recommendation requirements in a letter
format. In the case of a letter from a professor, the letter must have a positive attitude and
must have some special even that can recall the memory of the attendees.

Introduction
A claim is a form of a formal request or a complaint related to the dissatisfaction related to a
product or service provided by a business or a company. A claim letter is a form of a formal
letter that is drafted to express a feeling of dissatisfaction. The tone of a claim letter must
always be calm and collected. In our case, a fund is not reverted for a long time though it is
telephonic assurance provided by the representative.

Claim Letter
A claim is a reaction towards an unsatisfied product or service. It is an utmost priority to
maintain a professional tone in every communication, no matter how angry or frustrated one
is. Being cool and collective will help in getting the situation resolved. A claim letter must
open with a clear statement about the problem followed by a request. The body must give a
detailed explanation of the problem. Information like a receipt, referred documents, SMS, etc
is also to be provided. In the closer end, there must be a sincere desire to find the solution to
the problem. The problem and dissatisfaction that can affect future business relationships
can also be mentioned. Copies of bills, sales receipts, canceled cheques, terms and
conditions, and relevant documents can also be sent. Suggestions to what can be done to
satisfy you can also be mentioned. One must be open to solutions provided from their end.
Full detail like contact number, email, or any other alternative mode that can be used for
communication must be provided.
Appropriate Tone of a Claim Letter

Although it is very difficult to maintain the composer when you are not satisfied with a
product or service that you have paid for any things goes it is very important to be
professional and maintain cool. The tone of the claim letter must have followed,

a) Although it may be very frustrating and nerve-racking one should maintain a

professional tone.
b) Opening of the letter must be straightforward to the problems.
c) The body must have a detail specified related to the problem.
d) Facts must be presented honestly and clearly.
e) Details must be summarized politely and a desire to take actions closer is required.
f) Clearly state what is expected as a fair settlement and agreed on if settlement is
required.
g) Explain the importance of getting the problem solved.

Conclusion
Claims are the process that requires adjustment and claims is a very important step that
must be solved as soon as possible. The tone of a claim request should always be
professional and must have a positive attitude. The receiver must have taken into account to
solve the situation and the sender must be ready to resolve it. The claim letter must be free
from irrelevant information, and misleading information and must not follow a hash tone.

Introduction
A complaint letter is a letter that is drafted when there is dissatisfaction related to a product
and service. It is very important the letter must be formal and not reflect anger and
frustration. It must be drafted in a calm and composite manner. Complaints can be related to
any occurrence that can happen due to dissatisfaction related to the product or services. A
letter must be drafted with a mindset of not blaming but solving the situation. Its tone and
words selection must reflect an open mindset and must reflect a positive attitude.
Letter

Dear Customer Representative Flipkart,

It has been more than two months since the refund of Rs 40,000 is still pending. The
representative over the call was not helpful at all and keep on giving me false ensures that
I will be receiving my amount soon. Today is the 15th of March and my credit card
statement shows no credit has been applied.

On the 1st of January 2022, I purchase a Kitchen Aid Stand Mixer worth Rs 40,000 including
its delivery and a 40-days money-back offer. I return the product well within the time
frame on the 5th of January 2022 hoping for a quick refund so that I can purchase a new
mixer. The requirement of the product is very urgent and I can only make a new purchase
once my credit will be refunded. I am waiting for my refund from the 5th of January and
was hoping that my return was within the 40-days money-back offer time frame. In
support of my letter, I am also sending you the purchase invoice, return slip, and snapshot
of my computer screen that shows the 40-days money-back offer given by Flipkart. I am
also sending you a credit card statement from the day I make the purchase and the
balance was deducted to 15th March 2022 which shows no refund was received.

Flipkart was a trustful shopping place for me and I was very happy with it but this time I
am stuck with this situation. There might be some miss communication that leads to this
issue. I am looking forward to my refund. Any other help required from my end related to
this issue feel free to mail or can directly call me. For your information my mail is
[email protected] and my contact details are +91 1234 567890.

Sincerely
Jass Javvy
Flipkart Costomer

Conclusion
The letter to the Flipkart is a letter of complaint and though it is frustrating to not get proper
satisfaction for more than two months the tone of the letter must always be professional and
one must maintain calm and composure during drafting a letter. The letter shows that the
party is willing to understand Flipkart's situation but they want Flipkart to understand their
situation. This letter is a positive approach and provides sufficient information and data that
can help in getting a positive result.