BUSINESS COMMUNICATION IN

FINANCIAL INSTITUTIONS (BCFI)

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Contents

Module A: Theory and Process of Communication

Meaning and Importance of Communication, Business and Banking Communication. Principles
of Business Communication, Process of Effective Communication (Model), Factors affecting
Communication, Ethics in Communication.

Module B: Classification and Methods of Communication

Major types of communication: Verbal, Non-Verbal and Visual,Other types of Communication:

Downward, Upward, Horizontal, External, Internal, Formal, Informal, Oral and Written, Spoken
Communication and Listening.
Module C: Applications to Specific Letter Situations

Directness for Good-News and Neutral Messages (Inquiry, Order, Claim and Adjustments),
Indirectness for Bad-News Message (Refused request, Adjustment Refusals, Credit Refusals),
Persuasive Written Messages, Persuasion in sales, Collections, Strategies in the Job Search
Process. Module

Module D: Fundamentals of Business Letters and Report Writing

Application Letter, Effective CV writing, Thank You Letter, Complaint Letter, Inquiry Letter,
Persuasive Letter, Formal Letter Formats for Official Authorities ,Business Proposal, Short Report
Structure and Long Formal Report Module

Module E: Fundamentals of Presentations and Electronic Media

Structuring and Usage of Graphic Aids in Presentations and Conducting Presentation, Email
Writing for Internal and External Communications ,Dos and Don’ts of Using Social Media
Professionally
Module F: Standard and Physical Aspects of Communication

Effective Listening, Public Speaking Skills, Body Language, Spoken and Written English , Group
Discussion, Conducting Meetings, Conducting Interview and Networking Etiquette
,Communication in the non-bank Financial Institutions and Banks of Bangladesh

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 1st Part (প্রথম পার্ট )

Theory and Process of Communication

Q-01. What do you mean by the term Communication?

Communication refers to the exchange of information, thoughts, or ideas between two or more
parties through verbal and nonverbal methods such as speaking, writing, gesture, or body language.
It is an essential process in human interaction and involves encoding, transmitting, and decoding
messages accurately to ensure that the intended meaning is conveyed effectively. Effective
communication plays a vital role in building and maintaining relationships, resolving conflicts,
sharing knowledge and opinions, and achieving common goals.

Q-02. Describe the need/purpose/importance of communication in the present world.

Corporate Perspective: Effective communication is essential for success in the corporate world.
It helps to eliminate confusion, save time and money, and maintain a company's reputation.

Personal Perspective: In personal and family life, communication plays a crucial role in building
relationships and creating a harmonious environment. It's important to be observant, respectful,
and mindful of one's tone and language when communicating.

National Perspective: For public servants and politicians, communication is their key function.
They must craft their messages carefully and communicate them effectively to gain public trust
and support. Miscommunication can have serious consequences and damage a leader's credibility.
Q-03. What is business communication? (June 20, Dec 15, Dec 10, BDE 94th)

Business communication refers to the exchange of information, ideas, and messages that occur
within the context of a business, organization, or professional setting with the purpose of achieving
a specific goal or objective. It involves various types of communication such as verbal, non-verbal,
written, and electronic, and plays a vital role in the success and growth of a business. Effective
business communication can help build relationships, foster collaboration, and improve overall
productivity and profitability.

Q-04. Describe the need/purpose/importance of Business communication in the present

world. (June 20, Dec 13)

1. Achieve objective: Effective communication can help the organization achieve its objectives,
while poor communication can lead to misunderstandings, conflicts, and loss of business.

2. Maintain relationship with Stakeholders: Effective communication plays a critical role in

building relationships between organizations and their stakeholders. For instance, clear

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communication with clients can help businesses understand their needs and offer products and
services that meet their requirements.

3. Maintain Transparency and Credibility: Moreover, business communication helps

organizations maintain transparency and credibility in their interactions with the public.
Transparent communication allows businesses to demonstrate their accountability, which is
essential for building trust and creating long-term relationships with customers and investors.
4. Performance improvement: Clear communication also helps businesses to avoid
misunderstandings and conflicts that may arise due to miscommunication. For instance, unclear
instructions can lead to errors, delays, and unnecessary costs. In contrast, clear instructions and
feedback can help employees understand their roles and responsibilities, and improve their
performance.

5. Avoidance of Conflict: Professional communication is crucial in any business setting, as it

reflects the organization's values and standards. Professional communication helps businesses
avoid misunderstandings and can prevent potential conflicts.

Q-05. What are the steps of effective business communication? Describe each step very
briefly.

1. Know your audience

2. Choose the right communication method

3. Be clear and concise

4. Listen actively
1. Know your audience

Before starting any communication, it’s important to understand the audience you’re targeting.
This includes knowing their interests, preferences, and level of expertise. By aligning your
message with their interests and tailoring it to their level of expertise, you’ll be able t o
communicate more effectively.

2. Choose the right communication method

There are numerous ways of communicating in a business setting including phone calls, emails,
face-to-face meetings, chat, and video conferences. Choosing the correct method is imperative as
it can directly impact the effectiveness of your message. For example, if you’re communicating
something complex, email may not be the best option as it can be easily misunderstood and cause
confusion.

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3. Be clear and concise

It’s crucial to be clear and concise in your communication. This is especially important in business
where every word matters. When communicating, there should be no room for misunderstandings
or ambiguity. Using jargon or technical terms that are not familiar to the audience can lead to
confusion and miscommunication.
4. Listen actively

Effective communication is not just about sending messages, it also includes listening. When
listening actively,

Q-06. What are the tips for effective business communication?

1. Give Useful Information: Provide the recipients practical information so that the information
may lead to solution of a particular problem, to pursuit of new business ideas and to actions that
translate into profitability.
2. Provide clear objectives: Craft messages to create a specific and precise answer or response
from the recipients. When doing so, make sure not to over-promise or under- deliver. You must
clarify what you want, what you need and what the audience should expect from you.

3. Do Not Waste Time: Be concise with your message. Do not sugarcoat a bad message. Say what
you have to say directly and to the point. This shows that you respect the recipient's time and the
recipient is more likely to respond to your message positively.

4. Do Not Obfuscate: Use precise language, pertinent details, correct and ethical information. Do
not try to confuse the recipient by including irrelevant and misleading information in the
communication. This will immediately antagonize the recipient.
5. Make Convincing Arguments and Suggestions: Persuasion is a great skill for any employee.
You need to explain to your audience how responding the way you want them to would be
advantageous for them.

Q-07. What are the elements of professionalism? Describe each element briefly.

1. Appearance: dressing professionally and appropriately

2. Positivity: using a polite and positive tone in all communications
3. Humbleness: using formal and appropriate language

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4. Timeliness: meeting deadlines and being punctual
5. Ethics: maintaining ethical standards in all communication
6. Technology: using appropriate communication channels and technology
7. Cultural Sensitivity: understanding and respecting cultural differences
8. Team Spirit: giving and receiving feedback professionally and constructively
9. Integrity: A professional person always protects his/her integrity.

Q-08. What are the importance of Communication in Banking?

1. Smooth operation: Effective communication is essential for the smooth running of bank
operations
2. Effective Marketing: Communication plays a key role in marketing products to potential
customers
3. Customer service: Customer service relies heavily on effective communication to address
customer inquiries and provide satisfactory responses
4. Maintain relationship: Client relationship management requires elite communication
training to deal with high-profile clients in a professional manner
5. Decision making: Internal communication is crucial for the bank's day-to-day operations
and decision-making processes
6. Building Trust: Effective communication builds trust and fosters strong customer
relationships
7. Protect from financial loss: Miscommunication can lead to errors and financial losses.
8. Regulatory Compliance: Inadequate communication can also result in legal and
regulatory issues

Q-09. What principal business follow in Business Communication?

1. Clarity and conciseness: Communicate clearly and get to the point.

2. Audience-centeredness: Tailor your message to your audience's needs.
3. Respectfulness: Be polite and respectful at all times.
4. Timing and relevance: Choose the right time to communicate and make your message relevant.
5. Adaptability: Be open to change and adapt your communication style to fit different situations.
6. Collaboration: Work with others and communicate effectively to achieve common goals.
7. Professionalism: Maintain a professional tone and appearance in all communication.
8. Feedback: Encourage and use feedback to improve your communication skills.

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Q-10. Discuss the communication process. (June 14)
Or, Discuss the Model of communication process.
Or, Describe the basic steps in the model of communication process
Or, Describe the various elements of communication process.

Sender: Has an idea, thought, or information to convey

Encoding: The message is put into words, symbols, or other forms of expression

Channel: The medium through which the message is conveyed (e.g. face-to-face, email, phone)

Receiver: The person or group who receives the message

Decoding: The process by which the receiver interprets the message

Feedback: The response or reaction of the receiver to the message.

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Q-11. Describe the factors affecting business communication.

Or, Discuss the factor that affect business communication in upward, downward and
horizontal communication. (June 14, 13)

1. Clarity of Message: Communication can be affected if the sender cannot articulate the message
clearly and precisely.

2. Language Barriers: Communication can be impeded if different parties speak different

languages or have different levels of fluency in a common language.

3. Distractions: Noise, interruptions, and other distractions can impair the quality of
communication.

4. Technical Issues: Poor connections, faulty equipment, and other technical issues can impede
communication.

5. Emotional State: The mood, attitude, and emotional state of the sender or receiver can affect
the quality of communication.

6. Cultural Differences: Misunderstandings can arise when people from different cultures have
different expectations and assumptions about communication.

7. Time Constraints: Time pressures can lead to incomplete or rushed communication, which can
impede understanding.

8. Power and Status Differences: Communication can be affected by power differentials, such
as when a supervisor is speaking to a subordinate.

Q-12. Short note: Ethics in Communication

- Communication ethics refers to the principles of morality that guide communication practices

- It is essential to uphold ethical communication practices to maintain trust, transparency, and

professionalism in business relationships

- Violations of communication ethics can result in legal implications, damage to reputation, and
loss of credibility

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Here are some generic steps to ensure ethical communication:

• Be sincere and truthful.

• Listen Actively

• Do not judge while conversing

• Speak from past experiences

• Be empathetic

• Do not use negative tone

• Do not interrupt others

• Respect Privacy & Confidentiality

• Accept Responsibilities

Q-13. Difference between business communication and personal communication. (Dec 19,
13)
Aspect Business Communication Personal Communication

Achieving business goals, exchanging Building personal relationships,

Purpose
professional information sharing personal information

Tone Professional, formal Informal, casual

Audience Colleagues, clients, customers, stakeholders Friends, family, acquaintances

Language Industry-specific terms, jargon Informal language, slang

Structure Structured, concise, to-the-point Relaxed, conversational

Conversations, text messages,

Medium Emails, reports, presentations, meetings
social media

Etiquette Professional etiquette and norms Social etiquette and norms

Emphasis on personal
Emphasis on facts, data, and professional
Objectivity experiences, emotions, and
context
opinions

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 Formal records and documentation for Informal records and personal
Documentation
reference memories

Feedback and Informal feedback and personal

Formal feedback and professional response
Response response

Legal Compliance with regulations, contracts, and

Personal choices and preferences
Implications policies

Q-14. How many types of business message are there in business communication? (Dec-18)
1. Informational Messages: These messages are used to provide facts, data, or updates
about a particular topic or situation. They can include memos, reports, emails, or
announcements.
2. Instructional Messages: Instructional messages are used to give directions, guidelines,
or step-by-step procedures. They can be in the form of manuals, training materials, or
process documents.
3. Persuasive Messages: Persuasive messages aim to influence or persuade the recipient
to take a specific action, such as making a purchase, supporting an idea, or agreeing to
a proposal. Examples include sales letters, advertisements, or marketing campaigns.
4. Request Messages: These messages are used to make a request or seek information
from someone. They can be in the form of emails, letters, or formal inquiries.
5. Confirmation Messages: Confirmation messages are used to acknowledge or confirm
a previous communication or agreement. They can be in the form of confirmation emails,
order receipts, or appointment reminders.
6. Appreciation Messages: Appreciation messages express gratitude or recognition to
employees, clients, or business partners. They can be in the form of thank-you letters,
certificates, or verbal expressions of appreciation.
7. Negative Messages: Negative messages are used to deliver bad news, reject requests,
or convey difficult information. Examples include rejection letters, termination notices,
or customer complaint responses.

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 2nd Part (দ্বিতীয় পার্ট )

Classification and Methods of Communication

Q-01. Discuss the major types of business communication in business. (Dec 10 )

1. Verbal Communication: The use of words to convey a message, either through oral or written
means.

2. Non-Verbal Communication: The use of body language, facial expressions or other non-verbal
signals to convey a message.

3. Visual Communication: The use of symbols, images, or other visual aids to convey a message.
This can include graphs, charts, diagrams, or infographics.

Q-02. What are the four fundamental function of verbal communication?

1. Listening,
2. Speaking,
3. Writing
4. Reading
1. Listening: it is the act of actively hearing and understanding what someone is saying.
2. Speaking: it is the act of communicating ideas, thoughts, and feelings through words.
3. Writing: it is the act of communicating ideas, thoughts, and feelings through written words.
4. Reading: it is the act of interpreting and comprehending written words and symbols. These
four functions are essential in effective verbal communication.

Q-03. Discuss the ways we can do non-verbal Communication.

1. Eye contact: Maintain eye contact to show attentiveness and sincerity.

2. Posture: Stand or sit upright to convey confidence and assertiveness.
3. Gestures: Use appropriate hand gestures to emphasize important points.
4. Facial expressions: Use appropriate facial expressions to convey emotion and attitude.
5. Tone of voice: Pay attention to your tone of voice to convey enthusiasm, concern or authority.
6. Dress code: Dress appropriately for the occasion to show professionalism and respect.
7. Proximity: Stand at an appropriate distance to convey respect and personal space.
8. Time management: Arrive on time for meetings and stay on schedule to show respect for
others’ time.

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Q-04. Discuss different types of visual communication methods. Mention the merits and
demerits of visual communication. (BDE-92th)

Different types of visual communication:

1. Using Graphs & Charts:The use of graphs, charts, and infographics can help convey
complex data and statistics in a visually appealing way.
2. Process Diagrams: Process diagrams are used to show the steps in a process to achieve a
desired outcome.Examples: flow charts, mind maps, process infographics, workflow
diagrams.
3. Visual aids: Visual aids such as images and videos can enhance presentations and make
them more engaging for the audience.
4. Sign: Branding and design elements can be used to communicate the company's message
and values to stakeholders.
5. Storytelling: Storytelling through visual mediums can create memorable and impactful
messages that resonate with the audience.
6. Infographics: Infographics are a powerful tool for conveying facts and ideas in a visually
engaging way. They combine various elements such as text, images, charts, diagrams, and
even videos to explain complicated situations and provide insight. A good infographic tells
a story in a simple yet convincing way, making it easy for viewers to understand and
comprehend the message.

Merits and demerits of visual communication:

Merits of Visual Communication

- Easily conveys complex information
- Enhances clarity
- Grabs attention
- Memorable and offers a lasting impression
Demerits of Visual Communication
- Can be subjective and open to interpretation
- May lack emotional depth
- Can be difficult to convey sensitive information
- Requires high-quality design expertise.

Q-05. What do you mean by Upward Communication? Give few example.

Upward Communication:
- Method for lower-level employees to communicate with senior management
- Offers insights and recommendations for regular business operations
- Increases mutual trust, improves workplace procedures, identifies shortcomings, and boosts
motivation

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Examples of Upward Communication:
- Performance Reports
- Focus Groups
- Meetings (one-on-one and company-wide)

Q-06. What is downward communication? Discuss the audiences and purposes of each
method.

Downward communication is the flow of information or messages from the t op level of the
organizational hierarchy to the bottom, from supervisors to subordinates. It is important for policy
changes, assigning tasks, and notifying staff about changes in duties or responsibilities.
Communication can be face-to-face, through emails, newsletters, memos, staff meetings, and
policy changes. To make downward communication effective, managers must understand the
information completely, choose the best medium of communication, reflect true facts, and set aside
time for clarification and questions. Effective downward communication can increase employee
commitment to the company's expansion.

Step-1. Understand the information completely.

Step-2. Choose the best medium of communication.
Step-3. Reflecting true facts.
Step-4. Set aside time for clarification and questions.

Q-07. What is horizontal Communication? Identify the advantage and disadvantage of

horizontal communication.

Horizontal communication refers to the exchange of information among individuals of the same
hierarchical level in an organization. It includes communication between colleagues, team
members, and peers
Examples: email, instant messaging, and team meetings.

Advantages of Horizontal Communication:

- Encourages teamwork
- Enhances problem-solving skills
- Promotes innovation
- Increases job satisfaction

Disadvantages of Horizontal Communication:

- Can lead to confusion
- May result in duplication of effort
- Can slow down decision-making process
- Can lead to conflicts within teams

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Q-08. What are infographics? Write briefly.

Infographics are a powerful tool for conveying facts and ideas in a visually engaging way. They
combine various elements such as text, images, charts, diagrams, and even videos to explain
complicated situations and provide insight. A good infographic tells a story in a simple yet
convincing way, making it easy for viewers to understand and comprehend the message.
Example: charts, graphs, images, and diagrams
Advantage: increased engagement, improved comprehension, and easy sharing on social media
platforms

Q-09. How does external communication occur in banks?

Definition: External communication in banks refers to the exchange of information between the
bank and its external stakeholders, such as customers, shareholders, regulatory bodies, and other
financial institutions.
The purpose of External Communication:

1. Maintaining good relationships with existing customers

2. Sharing news and developments about the business
3. Building & maintain brand image

4. Communicating with Stakeholders

Q-10. What are methods of external communications? Discuss the audiences and purposes
of each method.

Method Audience Purpose

Direct Meeting Government Entities, Supply • Formal Discussion
Chain entities, Auditors • Reporting
& Regulatory
• Negotiations
Authorities
Audio Visuals & Ads General Public • Describe Products
• Acquire Customers
• Communicate Changes
• Improve Sales

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 Email Newsletters General Public • Provide offers
• Inform on new products
Company Website All • General Knowledge of the
Company
Social Media General Public, Retained • Promote Products
Customers • Provide Customer Service
Phone Call & SMS Key Clients, Stakeholders & • Provide Information
Customers • Answer Customer Queries
• Connect with Stakeholders
directly
Billboards & Posters General Public • Promotion

Sponsorship Target Market • Promoting the Company

• Introducing new products
• CSR

Q-11. What is the difference between upward and downward communication? Discuss
briefly.

1.Definition: Upward Communication - information flows from lower to higher levels of

management, employees communicating with their superiors

Downward Communication - information flows from higher to lower levels of management,

superiors communicating with their subordinates.

2. Flow of information: Upward Communication- flows from lower to higher

Downward Communication - flows from higher to lower

3. Purpose and direction: Upward Communication- employees communicating with their

superiors
Downward Communication- superiors communicating with their subordinates.

4.Examples: Upward Communication - employee feedback, performance reviews, requests for

resources

Downward Communication - company goals and objectives, policies and procedures, project
assignments

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Q-12. What is the difference between formal informal communications?

Formal Business Communication:

- Used in professional settings
- Follows structured protocol and etiquette
- Uses formal language and tone
- Examples: business letters, memorandums, reports

Informal Business Communication:

- Used in casual settings
- Relies on personal relationships and informal language
- Can be spontaneous and flexible
- Examples: face-to-face conversations, phone calls, emails among colleagues

Q-13. What are the features of oral communication? (Dec 14)

1. Direct interaction
2. Instant feedback
3. Use of body language
4. Clarity
5. Persuasion
6. Flexibility
7. Personal touch
8. Professional impression

Q-14. Write down the merits and demerits of oral and written communication. ( June 16,19,
Dec14, BDE-93)

Merits of Oral Communication:

- Allows for immediate feedback
- Establishes personal connections
- Provides room for clarification

Demerits of Oral Communication:

- Can be easily forgotten
- Lacks a permanent record
- May be affected by distractions

Merits of Written Communication:

- Provides a permanent record

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- Allows for careful consideration before sending
- Increases clarity

Demerits of Written Communication:

- Lacks immediate feedback
- May be impersonal
- Can be misinterpreted if tone is not communicated clearly.

Q-15. Discuss in details the different modes of business communication. (June 20, Dec 15,
BDE 94th)
Or, Business communication does not merely mean writing letters, there are many more
modes and styles”-briefly discuss some of them.
Or, Describe the different modes of effective communication such as letters seminars,
interview and like others. Dec 12

1. Letters and emails - Formal written communication methods used to convey information
clearly and professionally.

2. Seminars and Conferences - Interactive meetings and presentations designed to share

knowledge and ideas with a diverse audience.

3. Interviews - One-on-one exchanges where information is shared through question-and-answer

sessions.

4. Video Conferencing - Virtual meetings that allow remote communication and real-time
collaboration.

5. Team Meetings - Gatherings of colleagues, management teams, or company departments

designed to improve communication and teamwork.

6. Social Media - Platforms such as LinkedIn and Twitter that enable businesses to build
relationships and engage with customers and clients.

7. Internal communication- Communication within an organization between members of

different departments, teams, and levels of hierarchy.

8. Presentations – both verbal and visual, are effective modes of communication to engage the
audience about business plans, products, and sales.

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9. Phone calls- Telephonic communication is a speedy medium used for clarification of
information and conversations generally held between the superiors and the inferiors.
Q-16. What is grapevine? What are the advantages and disadvantage of Grapevine?

Grapevine refers to the informal communication network that exists in most organizations. It is
characterized by rumors, gossip, and hearsay. Despite its informal nature, grapevine
communication can have a significant impact on business outcomes.

Advantages of Grapevine Communication

- Quick spread of information
- Builds relationships and connections
- Provides a sense of belonging and community

Disadvantages of Grapevine Communication

- Rumors and misinformation can spread quickly
- Can create mistrust and conflict
- Can distract from important tasks and goals

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 3rd Part (তৃ তীয় পার্ট )

Applications to Specific Letter Situations

Q-01. Write the Generic Plan for Direct Communication?

1. Objective of the Communication:

- Start with the objective
- Provide context if necessary
- Keep it short and get to the point
2. Completing the Objective:
- Provide details of the main message
- Systematically address each question or point
- Provide clarifications if needed
3. Finishing with Goodwill:
- Signal cooperation in the future
- End with polite language
- Treat written communication as if it were a normal conversation

Q-02. What is claim/complain letter?

Claim letters are written to seek redress for faulty or damaged products, unsatisfactory services, or
any other complaint related to business transactions.
Structure of Claim/Complain Letters

- Like any formal letter, claim letters follow a specific structure with a clear opening, body, and
concluding paragraphs.

- The opening paragraph sets the tone for the letter, explains the purpose of the letter and provides
background information.
- The main body outlines the details of the complaint, including any evidence that supports the
claim.

- The concluding paragraph should reiterate the main points and suggest a course of action that the
recipient should take.

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Q-3. What is direct & indirect method in business communication?

Direct Method:
- Clear communication

- Focuses on the main message upfront

- Used for conveying positive news, making requests or giving instructions

- Saves time and

- Eliminates confusion

Indirect Method:
- Builds rapport and softens the blow

- Used for conveying negative news or sensitive information

- Involves providing pleasantries before getting to the main message
- Requires more time and effort but can lead to better relationships with clients or employees

Q-04. What are steps in writing effective adjustment letters?

1. Start with acknowledging the issue raised by the customer and express empathy

2. Explain the reason for the problem and the steps taken to resolve it

3. Apologize for any inconvenience caused to the customer

4. Offer compensation if necessary

5. End on a positive note by expressing appreciation for the customer's business and offering future
assistance.

Q-05. How do you plan the bad news in indirect communication?

Or, Write the generic plan for bad news messages.

1. Choose the best time: Deliver the bad news at an appropriate time when the recipient is
prepared to receive it.

2. Use positive language: Begin with positive statements to ease into the bad news. This helps to
soften the blow and maintains a positive relationship between the parties involved.

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3. Use empathy: Show empathy towards the recipient's feelings and reactions towards the news.
Acknowledge their emotions and show that you understand how they may be feeling.

4. Provide alternatives or solutions: Give the recipient options or potential solutions to the issue
at hand. This demonstrates that you are actively working towards a resolution and can help
alleviate any negative feelings towards the bad news.

5. End on a positive note: End the communication with a positive statement or action that can
help soften the impact of the news. This reinforces the maintaining of a positive relationship.

Q- 06. Give an example of refused request.

Date:

To

Subject: Your request for Sports Team Sponsorship

Mr_A,

We regret to inform you that we can not grant yow- request for a title sponsorship to the ABC
cricket team of Dhaka under 19.

So many requests for contributions are made of us that we have found it necessary to budget a
definite amount each year for CSR activities. Our budgeted funds for this year have been
exhausted, so we simply cannot consider additional requests. However, we win be able to consider
your request next year.
We deeply regret that we could not to help you now and trust that you understand our position.

“B”

Q-07. What is credit refusal?

It is the rejection of a credit application by a lender or creditor. This can be due to a variety of
factors, such as poor credit history or insufficient income. Credit refusal can impact one's ability
to secure future loans and negatively affect their credit score. It is important to understand the
reasons for credit refusal and take steps to improve creditworthiness for future applications.

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Q-08. How would you balance the three kinds of appeal in writing a persuasive message?

1. Ethos (emotional appeals): Establish your credibility and expertise on the topic. Use trustworthy
sources and provide evidence to support your argument.

2. Pathos (rational appeals): Appeal to the emotions of your audience. Use language that evokes
feelings and show how your message affects them personally.

3. Logos (the ethical component): Use logical reasoning and clear evidence to support your
argument. Provide facts and figures to support your claims.

Q-09. State the ethics in persuasion.

The following must be maintained when sending persuasive communication.

• The Importance of Honesty in Communication
• Backing Up Your Claims with Evidence
• Avoid Misleading Your Audience by Talking About a Product You're Not Offering
• Ethical Considerations When Targeting Children
• Disclosing Influencers When Reviewing Products
• Responsibility and Public Welfare in Persuasive Messaging.

Q-10. How do you get the reader’s attention in writing a persuasive sales message?

1. Start with a strong headline that captures the reader's attention

2. Use emotive language to create an emotional connection with the reader
3. Highlight the benefits of your product or service and explain how it solves the reader's problem
4. Use statistics and data to back up your claims and show the value of your offering
5. Include a clear call-to-action that encourages the reader to take action, such as purchasing your
product or scheduling a consultation.

Q-10. What are the common mistakes in persuasive communication?

1. Not knowing your audience

2. Failing to clearly articulate your message
3. Not providing enough supporting evidence
4. Using inappropriate language or tone
5. Ignoring counterarguments or objections
6. Overpromising or exaggerating claims
7. Not considering the ethical implications of your message

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Q-11. Write a persuasive letter to a prospective customer of your bank, requesting him to
avail the ‘Deposit Pension Scheme’ of your bank. (June 20, Dec 13, June 11, BDE 93)

Date…
Assistant manager,
Bank/Institute name…
Branch Name…

Dear A,
I hope this letter finds you hale and healthy. In our last meeting, you told me that you have recently
retired and you plan to invest your pension money in ‘Deposit Pension Scheme’. I offer you an
excellent opportunity to open your account in this bank. It is not just that I am an employee of this
bank but on a personal level, it is my recommendation because we offer the highest rate of interest
on investments by retired individuals as our policy to facilitate them in spending their life burden
free. We also offer complimentary online banking, debit card and chequebooks free of cost along
with reduced interest rates on any loans which you might take in the future. We care for our every
customer at a personal level. I am looking forward to meeting you in person to discuss further
detail in this regard.
Sincerely,

Employee name….(Your name)

Job Designation…
Bank name and Address…
Contact no, and Signature

Q-12. Describe the steps in planning a sales messages?

1. Identify the target audience: Determine who your message is intended for and what their
needs and interests are.
2. Set clear objectives: Define what you want to achieve with your message, such as
increasing sales or promoting a new product.
3. Choose a message strategy: Decide which approach you will take to convey your
message, such as highlighting benefits or addressing common concerns.
4. Craft a compelling message: Develop the actual content of your message, ensuring it is
clear, concise, and persuasive.
5. Select the appropriate communication channels: Decide which mediums you will use
to deliver your message, such as email, social media, or in-person meetings.
6. Test and refine your message: Before sending out your message, get feedback from
colleagues or test it with a small group to make any necessary adjustments.

23
Q-13 How would you find the right job? Describe the steps.

Finding a job is crucial to one's success and happiness, whether it's for his/her first job or one that
comes later in the career. It is crucial that one carries out the job hunt effectively, plans car efully
and moves forward attentively.
Step 1: Find the Right Jobs

• Build Network:
• Identify Appropriate Jobs:
• Find the Employer:

Step 2: Preparing the application documents

Step 3: The Interview

• Gather Information about the Company:

• Wear Appropriate Attire:
• Prepare Answers in Anticipation of Questions:
• Keep Calm:
• Help Controlling the Dialogue:

Step 4: Follow up and Finish the Application

Q-14. How would you prepare for an interview at a bank? Briefly describe the steps.

1. Research the bank: Familiarize yourself with the bank's history, values, and mission
statement.
2. Dress appropriately: Dress professionally and conservatively to make a good first
impression.
3. Practice answering common interview questions: Prepare responses to questions such
as, "Why do you want to work at this bank?" and "What are your strengths and
weaknesses?"
4. Highlight relevant experience: Mention any experience you have in the banking field or
customer service.
5. Prepare questions to ask: Show your interest in the company by preparing thoughtful
questions to ask during the interview.

24
 4th Part (৪থ টঅংশ)

Fundamentals of Business Letters and Report Writing

Q-01. What do you understand by Cover letter?

Cover letter is a document that accompanies a resume or job application and introduces the
applicant to the prospective employer. It is usually a one-page letter explaining the applicant's
skills, experience, and motivation for applying to the position. A well-written cover letter can set
the applicant apart from other candidates and increase their chances of being selected for an
interview.

Q-02. Describe the Strategies in Writing a Cover Letter.

Or, How you will gain attention in writing a cover letter?

1. Gaining attention in the opening: Show your competence and qualifications, and make a
powerful introduction to set the stage for the rest of the letter.

2. Highlight your qualifications: Highlighting Your Education, Experience, Skills, and

Personal Details to Secure Your Dream Job.

3. Enthusiasm: Convey your excitement about the opportunity and the company.

4. Organizing for Persuasion: Follow three main orders of presenting information in your
job application: logical grouping, chronological order, and order based on job
requirements.

5. Driving for Action in the Close: The call to action might be made more persuasive, just
as in a sales pitch, by recalling a benefit the reader would experience if they heed the call
to action.

6. Keep it short and sweet: A cover letter should be concise and to-the-point.

7. Proofread: Double-check your letter for typos and grammatical errors to ensure a
professional presentation.

25
Q-03. Write a cover letter for the credit analyst position.

November 30, 2022

To
Head of Human Resource
……….Bank Limited
Plot#37, Road#90
Gulshan Circle-2
Dhaka-1212

Subject: Application for the Post of “Credit Analyst”

Dear Sir,

In response to your advertisement published in The Financial Express on 16 November, 2022 for
the post of “Credit Analyst” attracted my attention. I beg to offer myself as a candidate for the
same. My detailed particulars are given here for your kind consideration.

If you go through my resume, you will be able see that my long service experience in the Banking
Sector, coupled with my academic credentials at the University of Dhaka, make me the most
suitable candidate for the post.

I have experience, sound knowledge on credit analyst, excellent written and verbal communication
skill. So, I may assure the best service and utmost satisfaction if I am considered for the post.

I appreciate your efforts in taking time to review my credentials and my experience. Looking
forward to a positive response.

Sincerely yours,

Name:
Credit Analyst
Name of the Bank:

Enclosure:
i. Copy of Curriculum Vitae
ii. Copy of Passport Size Photograph

26
Q-04. What are the main items on the CV?

1. Name & Contact Information

2. Objective Statement
3. Skills and Expertise
4. Education and Certifications
5. Work Experience
6. Accomplishments and Achievements
7. References.

Q-05. What are the Steps in Crafting an Effective CV?

1. Planning: Before starting to work on the CV, you need to understand the end goal of the
situation for which you need the CV.
2. Writing
3. Finishing
4. Reviewing

Q-06. How should you write the ‘work experience’ section of your resume?

- Start with your most recent job and work backwards

- Use action verbs to describe your accomplishments
- Quantify your achievements with numbers and percentages
- Include relevant skills and responsibilities for each job
- Avoid vague language and focus on specific results
- Tailor your experience to match the job description

27
Q-07. Write a CV for applying to the credit analysis department of a bank.

Curriculum Vitae

ABC/XYZ (Your Name)

Address:
Dhaka-1206
E-mail: samir@
Mobile: 01917---

Career Objective
To contribute in a bank where I can integrate my knowledge, experience and explore my potentials
to add value to that organization.

Current Employment
Meghna Bank Limited
Principal Officer: 05 Year 6 Months (January 1, 2017 - Continuing)

Duties/Responsibilities:
❖ Credit Proposal Processing
❖ Documentations
❖ Disbursement
❖ Credit Risk Grading (CRG)
❖ Loan Monitoring,
❖ Loan Classification,
❖ Law Suits & Legal Matters,
❖ Securities Valuation,
❖ Client Site Visits,
❖ Checking CIB Reports and bank Statements..

Education & Professional Qualification

Examinati Degree/Area of CGPA/Qual Year of

Institution/University
on Concentration ified Passing
MBA Finance 3.30 Out of 4 2009 University of Dhaka
BBA Finance 3.40 Out of 4 2008 University of Dhaka
HSC Business studies 4.80 Out of 5 2004 Dhaka Commerce College
SSC Business studies 4.63 Out of 5 2002 Uttara Model College
The Institute of Bankers
DAIBB Banking Diploma Qualified 2016
Bangladesh (IBB)

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Computer Literacy
Excellent computer literacy in various Operating System and Application Software, Advance level
user of MS Excel, Expert in financial Modeling and problem solving.
Language Proficiency
Fluent in reading, writing, speaking and listening in the following languages:
❖ Bengali (Native language)
❖ English (International language)
Competencies
❖ Excellent financial skill and solid understanding of accounting
❖ Ability to extract, analyze and draw insight from data in enterprise databases
❖ Strong orientation toward results coupled with reputation for integrity, creativity
❖ Solid knowledge and command of financial reporting and planning systems and process.
❖ Expert level understanding of data in financial services organizations
Personal Information
Father’s Name : --------------------
Mother’s Name : --------------------
Date of Birth : Dec 31, 1993
Present Address : -----------------------
Permanent Address : Village+P.O: ----------- Thana– ------- District: Dhaka
Religion : Islam
Nationality : Bangladeshi (by birth)
References

1. Name: 2. Name:
Designation: Designation:
Organization Name: Organization Name:
Cell. No. Cell No.
Email Address: Email. Address:

Certification
I do hereby declare that the above information is true and correct to the best of my knowledge.

_________________________
Your Name:

29
Q-09. Write a thank you message post job interview.

A thank you message is a gesture of appreciation for the interviewer's time and consideration. It
shows your professionalism and interest in the job position. A post-interview thank you message
can be sent via email or a handwritten note.

Sample thank you message of post job interview:

Subject line: Thanks for meeting with me

Hello Y,

Thanks again for taking the time to meet with me yesterday afternoon. I enjoyed our conversation
about the Credit Analyst position and appreciated learning more about working with the marketing
team.

It sounds like a rewarding role, especially given the opportunities for collaboration and
advancement. I think my master's in Finance and credit experience would make me an excellent
candidate for the role.

I look forward to discussing this opportunity with you more. Please don't hesitate to contact me if
you need additional information about my references.

Thank you,

X (Your Name)

Q-10. What is a letter report? Or What is formal letter report? What are the component of
letter structure.

Writing formal letters is an integral part of routine activities any business organization. The
appropriate language, impeccable grammar and proper structure are essential for writing
professional letters. The recipients of these letters are business professionals, government entities,
regulatory authorities etc.

Component of letter structure:

1. Salutation: Begin with a professional greeting, addressing the person who offered you the
job.
2. Opening: Express your gratitude and formally accept the job offer. State the position and
company name, and mention your enthusiasm for joining
3. Confirmation: Clearly state your acceptance of the offer, including any specific terms
discussed, such as start date or conditions.

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 4. Date: On some letterheads, a printed line indicates where to type the date; on others, the
typist determines where it should go. It has to be typed two spaces after the letterhead's
final line. In the upper right-hand corner, write the day, the month, and the year.
5. Appreciation: Show appreciation for the opportunity and confidence placed in you.
Express your excitement about the role and contributing to the company's success.
6. Professionalism: Reinforce your commitment and confidence in your abilities. Emphasize
your dedication to making a positive impact and exceeding expectations.
7. Closing: Use a professional sign-off, followed by your full name
8. Contact Information: Include your phone number and email address for easy
communication.
9. Signature: If sending a physical letter, leave space for a handwritten signature. If sending
electronically, a typed name suffices.
10. Enclosures: The enclosure line is typed two spaces below the identifying marks. This is
where you must designate any attachments to the message.

Example:

09 June 2023

XYZ Builders
62, Gulshan Avenue
Gulshan 1 Dhaka1212

Dear, Robin
Will you please answer the following questions about the 6400 square-foot commercial space
advertisement published in The Financial Express dated 02 June 2023. We think this space may
be suitable for the new branch we are opening in Mirpur this June.
• Is the layout of these offices suitable for a work force for a bank? (If possible. please send
us a diagram of the space.)
• What is the annual rental charge?
• Are housekeeping, maintenance, and utilities included?
• What is the nature of the walls and flooring?
• Does the location provide easy access to mass transportation?
• What escalation provisions are included in the lease agreement?
If your answers meet our needs, we would like to arrange a tour of the commercial space as soon
as possible.
Sincerely,

Mohammad Samir Uddin

Branch Manager
Exim Bank Ltd

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Q-11. What is external and internal business proposal?

Internal Business proposal:

- Communication that takes place within a company or organization
- Aids in decision-making, collaboration, and coordination among employees
External Business Proposal:
- Communication that takes place outside of a company or organization
- Used to build relationships with clients, customers, vendors, and other stakeholders
- Includes marketing and advertising, sales pitches, and negotiations

Q-12. What is a Job acceptance letter? Give an example of Job acceptance letter.

Letter report is also known as a report in letter form. Especially when sending A job acceptance
letter is a formal communication in writing where a candidate confirms their acceptance of a job
offer from an employer.

Example:
To
Head of HRD
Mercantile Bank Ltd

I am writing to formally accept the job offer for the position of Credit Analyst at Mercantile Bank
Limited. I am grateful for the opportunity to join your esteemed organization and contribute my
skills and expertise. I am excited about the prospect of working with the talented team members I
met during the interview process. I am confident that together we can achieve great success. I
appreciate the trust you have placed in me and I am committed to exceeding your expectations.
Thank you once again for this opportunity, and I look forward to starting on June 20, 2023.

Sincerely,
Mohammad Samir Uddin

Q-13. What is a title fly?

The title Fly contains only the report title and an appropriate background. Writing a title is can be
somewhat difficult and needs to be precisely worded. The reader should be able to quickly
determine what the report covers and what it does not. The title fly consists of a very brief title
which portrays the overall scope of the report. It's a marketing report on XYZ Trading. The title
immediately satisfies the questions who, what, when (2017) and why (obviously for sales
purposes).

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Q-14. Briefly describe the characteristics of the short report.

• Low need for introduction: Most of the shorter, more casual reports just need little (or
no) introduction information. They are only meant for a select group of readers who are
already aware of the issue. They probably won't require much of an introduction.
• Preferred Direct Order: The shorter reports are more likely to be written in direct order
because they often address day-to-day issues.
• Personal Writing Style: The short reports are mostly written in personal style. The reasons
of this tendency for shorter reports to write in a more personal style should be clear.
• Less Need for Structural Coherence Plan; An arrangement of summary, anticipatory,
and retroactive components that ties together the report presentation is referred to as a
structured coherence plan.

Q-15. Discuss the main components of the ‘introduction of long reports’.

• Background of the report: This part usually gives some basic facts about the industry,
the company and the product or services that the company is offering.
• Objectives: The objects must be clear and depict the purpose of the report.
• Scope: The scope represents the boundaries of the report. It clearly says what's included in
the report.
• Limitations: The most common limitations to any problem in the real word are cost
constraints and time limitations.
• Methodology: This explains the readers how the writer has gathered the data for the report.

Q-16. Define the term Report. (Dec 13)

A report is a document that presents information, data, or findings about a particular subject or
topic. It serves to convey detailed and organized information to a specific audience, such as
supervisors, clients, or organizations. Reports are typically structured with an introduction, a main
body that includes analysis and supporting evidence, and a conclusion or summary. They may
include charts, graphs, tables, or other visual aids to enhance understanding.

Q-17. What do you mean by Unsolicited & Solicited Proposals?

An unsolicited proposal is a proposal that is submitted to an organization without a prior request

or invitation. It is initiated by the proposer, who believes their idea or solution will be of interest
or benefit to the recipient. Unsolicited proposals aim to capture attention and persuade the recipient
to consider the proposal.

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On the other hand, a solicited proposal is a response to a specific request or invitation from an
organization or individual. The recipient seeks proposals from potential vendors, contractors, or
service providers to address a particular need or project. Solicited proposals are typically more
structured, following the guidelines and requirements provided by the requester.

Q-18. What is Structure & Content of Long Report?

A long business report typically follows a specific format and structure, including the following
sections:

Title Page: Includes the report title, author's name, date, and any other relevant information.

Table of Contents: Lists the sections and subsections of the report along with their respective
page numbers.

Executive Summary: Provides a concise overview of the report, including key findings,
recommendations, and conclusions.

Introduction: Introduces the purpose and scope of the report, providing background
information and outlining the objectives.

Methodology: Describes the research methods, data collection techniques, and analytical tools
used in the report.

Findings and Analysis: Presents the main findings of the research or investigation, supported
by data, charts, graphs, or other relevant visuals. Analysis and interpretation of the findings are
also included.

Discussion: Provides a detailed discussion of the findings, analyzing their implications and
exploring any significant trends or patterns.

Recommendations: Offers specific recommendations based on the findings and analysis. These
recommendations should be practical, actionable, and supported by the research.

Conclusion: Summarizes the main points of the report and restates the key findings and
recommendations.

Appendices: Includes additional information, data, or supporting documentation that is relevant

but not included in the main body of the report.

34
 5 th Part (৫ম অংশ)
Fundamentals of Presentations and Electronic Media
Q-01. How will you plan for a presentation? Discuss the steps.

1. Define the objective: Clarify the purpose and goal of the presentation. What do you want
to achieve?
2. Know your audience: Understand the audience's background, knowledge, and
expectations. Tailor your content and delivery accordingly.
3. Gather and organize information: Collect relevant information and data to support your
key points. Organize it in a logical and coherent structure.
4. Create an outline: Develop a clear and concise outline that includes an introduction, main
points, supporting details, and a conclusion.
5. Design visual aids: Create visually appealing slides or visual aids that enhance your
message and engage the audience. Use clear and concise text, relevant images, and
graphs/charts if necessary.
6. Practice your delivery: Rehearse your presentation multiple times to build confidence,
improve timing, and ensure smooth delivery. Pay attention to your tone, body language, and
gestures.
7. Prepare for questions: Anticipate potential questions and prepare thoughtful responses.
This demonstrates your expertise and helps you handle Q&A sessions effectively.
8. Test technology: Ensure all necessary equipment, such as projectors or audio devices, are
functioning properly before your presentation. Familiarize yourself with the technology to
avoid any last-minute issues.
9. Time management: Allocate appropriate time to each section of your presentation,
allowing for questions and interaction. Practice keeping within the allotted time.
10. Seek feedback: Request feedback from trusted colleagues or mentors to refine and
improve your presentation. Incorporate constructive feedback for future presentations.

Q-02. How you will Organizing the Presentation? Or, What are the steps in preparing an
outline for a presentation.

1. Introduction: Grab attention, state the objective, and provide an overview.

2. Agenda: Outline the main points to be covered.
3. Body: Present key points logically and coherently, using transitions to guide the flow.
4. Visual aids: Use slides, graphics, or props to enhance understanding and engagement.
5. Supporting evidence: Back up points with data, examples, or research.
6. Summarize: Recap the main points before transitioning to the conclusion.
7. Conclusion: Restate the objective, summarize key takeaways, and reinforce the main
message.
8. Q&A: Encourage audience participation and address queries effectively.
9. Closing: End with a memorable closing remark or call to action.
10. Time management: Ensure the presentation fits the allocated time, allowing for
interaction and questions.

35
Q-03. What is Graphical representation? Or, Discuss the Usage of Graphic Aids in
Presentation.

Graphic aids play a vital role in presentations by enhancing understanding, engagement, and
retention. They visually represent data, concepts, or processes, making complex information more
accessible. Charts and graphs simplify numerical data, while images and diagrams help illustrate
ideas. Infographics offer a concise and visually appealing way to convey information. Graphics
should be clear, concise, and relevant, supporting the key points and reinforcing the message. Use
contrasting colors, legible fonts, and appropriate sizing. Remember, visuals should complement
the spoken content and not overwhelm the audience. Well-designed graphic aids can captivate
attention, improve comprehension, and leave a lasting impact on your audience.

Q-04. What are the different types of graphics presentation in business report?

1. Lists: Graphics that present information in a list format, often using bullet points or numbered
items. They are useful for organizing and conveying straightforward information.
2. Process Diagrams: Graphics that illustrate the steps or , stages of a process. They often use
flowcharts or sequential diagrams to show the flow and progression of actions.
3. Data Visualization: Graphics that represent data visually, such as charts, graphs, or
infographics. They help make complex data easier to understand, identify patterns, and
communicate insights effectively.
4. Timelines: Graphics that depict a chronological sequence of events or milestones. They
visually represent the passage of time and can be useful for historical, project, or event -based
presentations.
5. Miscellaneous Graphics in Presentation Slides: Other types of graphics include roadmaps,
business value canvases, SWOT canvases, planners etc. These are not part of every
presentation slide but mostly in business plans, marketing analysis and specific problem
identification slides

Q-5 Discuss the necessity of graphic aids in business communication. June19, 17. Dec-15 BDE
93th
Or, Why are the graphics important for effective business communication? June 18
Or, Discuss with illustrations as to how Graphic aids make a business report more effective
and comprehensible. June 20

1. Simplify complex information: Graphics aid in breaking down complex concepts, data,
and processes, making them easier to understand and comprehend.
2. Enhance engagement: Visuals capture attention and engage the audience, increasing
their interest and focus on the message being conveyed.

36
 3. Improve retention: Well-designed graphics improve information retention by creating
a visual memory anchor that helps the audience recall and remember the content.
4. Facilitate data visualization: Graphics like charts, graphs, and infographics present
data in a visually appealing and easily interpretable format, enabling effective analysis
and decision-making.
5. Enhance professionalism: The use of high-quality graphics adds a level of
professionalism to business communication, making presentations, reports, and
documents more visually appealing and credible.

Q-06. What are the dos and don’ts of email writing?

Dos of email writing:

1. Use a clear and concise subject line.

2. Start with a professional greeting.
3. Keep the email focused and organized.
4. Use proper grammar, spelling, and punctuation.
5. Be polite and professional in your tone.
6. Use a professional email signature.
7. Proofread before sending.
Don'ts of email writing:

1. Don't use vague or misleading subject lines.

2. Avoid long, dense paragraphs; use bullet points or numbered lists instead.
3. Don't use casual or overly familiar language.
4. Avoid using excessive capitalization, exclamation marks, or emoticons.
5. Don't forward or reply to irrelevant email threads.
6. Avoid using overly complex language or jargon.
7. Don't forget to double-check recipients and attachments before sending.

Q-06. How would you write a SMART subject line?

1. S-Specific: Be clear and concise about the purpose or topic of the email.
2. M-Meaningful: Make the subject line relevant and impactful to capture the recipient's
attention.
3. A-Action-oriented: Use action verbs or phrases that convey a sense of urgency or
importance.
4. R-Relevant: Ensure the subject line aligns with the content and context of the email.
5. T-Time-bound: If there's a deadline or time-sensitive matter, include it in the subject
line.

37
Q-07. Discuss the main business uses of social media.

1. Brand awareness: Social media helps businesses build and increase brand visibility
through content and engagement.
2. Customer engagement: Direct communication on social platforms fosters interactions,
loyalty, and a sense of community.
3. Website traffic and lead generation: Strategic content promotion drives traffic to
websites and generates potential leads.
4. Market research: Social listening and feedback provide insights into customer
preferences, trends, and sentiments.
5. Customer service: Prompt and responsive support is offered through social media
channels, enhancing customer satisfaction.
6. Partnerships and collaborations: Networking with influencers and businesses expands
opportunities for partnerships.
7. Targeted advertising: Platforms offer precise audience targeting for effective
advertising campaigns and higher conversions.
8. Social media's versatility enables businesses to achieve multiple objectives, contributing
to their growth and success.

Q-08. What are the dos and don’ts of using social media?
Dos of using social media:

• Do create a social media strategy aligned with your business goals.

• Do post high-quality and engaging content regularly.
• Do interact with your audience and respond to comments and messages promptly.
• Do use hashtags strategically to reach a wider audience.
• Do monitor and analyze your social media metrics to track performance.
• Do stay authentic and transparent in your communication.

Don'ts of using social media:

• Don't neglect to proofread your posts for spelling and grammar errors.
• Don't engage in heated arguments or respond negatively to comments.
• Don't over-promote your products/services; focus on providing value to your audience.
• Don't ignore feedback or customer complaints; address them promptly and professionally.
• Don't share sensitive or confidential information.
• Don't buy fake followers or engage in unethical practices to boost your social media
presence.

38
Q-09. What are the challenges of social media in an organization?

1. Managing reputation: Negative comments or viral incidents can harm brand reputation,
requiring swift and effective response strategies.
2. Information security: Maintaining data privacy and protecting sensitive information
from cyber threats and hacking attempts.
3. Maintaining consistency: Coordinating social media efforts across departments and
ensuring consistent brand messaging and visual identity.
4. Handling crises: Addressing social media crises promptly and effectively to mitigate
potential damage to the brand's image.
5. Managing time and resources: Allocating sufficient resources and time for social
media management, content creation, and engagement.
6. Adapting to algorithm changes: Keeping up with ever-changing algorithms and staying
visible on social media platforms.
7. Measuring ROI: Determining the impact and return on investment of social media
efforts and aligning them with business objectives.

39
 6th Part (৬ষ্ঠ অংশ)

Standard and Physical Aspects of Communication

Q-01.Briefly discuss the steps in effective listening?

1. Pay attention: Focus on the speaker and eliminate distractions.
2. Show interest: Use verbal and non-verbal cues to demonstrate engagement, such as
nodding or maintaining eye contact.
3. Avoid interrupting: Allow the speaker to express their thoughts fully before responding.
4. Ask clarifying questions: Seek clarification to ensure understanding and avoid
assumptions.
5. Reflect and paraphrase: Summarize and restate the speaker's key points to demonstrate
active listening.
6. Maintain an open mind: Approach conversations with a willingness to consider
different viewpoints and ideas, even if they differ from your own. Avoid preconceived
notions or biases that may hinder understanding.
7. Practice active engagement: Engage in active listening by mentally processing the
information, connecting it to your own knowledge and experiences, and asking relevant
follow-up questions. This demonstrates genuine interest and encourages a deeper level of
conversation.
8. Control biases and judgments: Avoid jumping to conclusions or forming opinions
prematurely.
9. Provide feedback: Offer constructive feedback or acknowledgement to show that you
have understood the message.
10. Practice empathy: Try to understand the speaker's perspective and emotions.

Q-02. What do you mean by public speaking?

Public speaking is when someone stands in front of a group of people and talks to them. It could
be giving a speech, presenting information, or sharing ideas. The goal is to communicate
effectively and hold the audience's attention. To do this, a speaker needs to organize their thoughts
and use clear and simple language. They should also use their body and voice in a way that keeps
the audience interested. Public speaking happens in different places like meetings, schools, or
events. It's an important skill that helps people share knowledge, inspire others, and improve
themselves.

Q-03. What are the steps in effective public speaking?

1. Preparation: Understand the topic, research, and organize key points.

2. Audience analysis: Consider the needs, interests, and knowledge of the audience.
3. Structure: Develop a clear introduction, body, and conclusion for the speech.

40
 4. Engaging opening: Capture attention with a compelling opening statement or story.
5. Clear delivery: Speak slowly, use appropriate pauses, and articulate words clearly.
6. Body language: Use confident posture, gestures, and eye contact to connect with the
audience.
7. Visual aids: Utilize visuals like slides or props to enhance understanding and engagement.
8. Connect emotionally: Share personal anecdotes or stories to establish a connection with
the audience.
9. Active listening: Pay attention to audience reactions and adjust accordingly.
10. Practice: Rehearse the speech multiple times to build confidence and polish delivery.
By following these steps, speakers can deliver impactful and effective presentations to engage
and inspire their audience.

Q-04. What are the elements of body language one need to keep in mind?
1. Posture: Maintaining an upright posture demonstrates confidence and attentiveness.
2. Gestures: Purposeful hand movements can emphasize points and add emphasis to the
speech.
3. Eye contact: Establishing eye contact with the audience conveys trust, engagement, and
connection.
4. Facial expressions: Expressive facial gestures help convey emotions and reinforce the
speaker's message.
5. Proximity: Adjusting the distance to the audience can create a sense of intimacy or
authority.
6. Movement: Purposeful and controlled movement on stage can enhance engagement and
visual interest.
7. Voice modulation: Varying tone, pitch, and volume adds depth and impact to the
spoken words.
8. Micro-expressions: Fleeting facial expressions can reveal underlying emotions,
impacting audience perception.
By understanding and utilizing these elements effectively, speakers can enhance their message
and connect with their audience on a deeper level.

Q-05. What are the steps to ace spoken English.

1. Practice regularly: Engage in daily conversations or language exchange programs.
2. Expand vocabulary: Learn new words and phrases, and use them in context
3. Focus on pronunciation: Listen to native speakers and imitate their pronunciation.
4. Enhance listening skills: Watch movies, TV shows, and listen to podcasts in English.
5. Speak with confidence: Overcome fear by speaking in front of a mirror or joining
conversation groups.
6. Seek feedback: Ask for constructive criticism from native speakers or language tutors.

41
 7. Utilize online resources: Access language-learning apps, websites, and tutorials for
additional practice.

Q-06. What are the rules of Sentence Making in Business Communication.

The rules of sentence making in business communication are crucial for conveying infor mation
effectively. Here are some key guidelines:

1. Clarity: Use clear and concise sentences that leave no room for ambiguity or
misinterpretation.
2. Simplicity: Keep sentences straightforward, avoiding complex sentence structures or
excessive use of jargon.
3. Grammar and punctuation: Adhere to proper grammar rules and ensure accurate
punctuation for clarity and professionalism.
4. Active voice: Prefer active voice over passive voice to make sentences more direct and
engaging.
5. Professional tone: Maintain a formal and professional tone in business communication,
using appropriate language and avoiding slang or informal expressions.
6. Parallelism: Maintain parallel structure in sentence construction, especially when listing
items or ideas.
7. Precision: Choose words carefully to convey precise meaning, avoiding vague or
ambiguous language.
8. Consistency: Maintain consistency in terms of style, tone, and language usage throughout
the document or message.

Q-07. How would you use non-discriminatory words? Provide examples.

1. Gender-neutral language: Instead of using "he" or "she," use words like "they" or
"them" to refer to anyone.
2. Avoid age stereotypes: Don't judge or make negative assumptions about someone based
on their age, like calling them "old" or "young" in a bad way.
3. Respect cultural differences: Be mindful of different cultures and avoid using words
that stereotype or generalize about people.
4. Person-first language: Put the person before their condition or identity, like saying
"person with a disability" instead of "disabled person."
5. Use respectful terms for race and ethnicity: Be accurate and kind when talking about
someone's race or ethnicity, and avoid offensive words.
6. Don't discriminate against disabilities: Avoid using language that puts down or
stigmatizes people with disabilities.
Example:
Discriminatory: "The receptionist should be an attractive woman."
Non-discriminatory: "The receptionist should be friendly and capable."

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Q-09. What are the characteristics of group discussions?
1. Participation: Group members actively contribute to the discussion by sharing their
ideas, opinions, and experiences
2. Collaboration: Participants work together to build upon each other's thoughts and
generate new insights collectively.
3. Communication: Open and effective communication occurs, with individuals listening
to others and expressing their viewpoints clearly.
4. Active listening: Group members pay attention to what others are saying, ask questions
for clarification, and show respect for different perspectives.
5. Engagement: Participants show a high level of involvement and interest in the
discussion, displaying enthusiasm and curiosity.
6. Constructive feedback: Feedback is provided in a constructive manner, focusing on
ideas and suggestions rather than personal attacks.
7. Goal-oriented: The discussion revolves around a specific objective or topic, with
participants working towards achieving a common goal.
8. Problem-solving: The group engages in critical thinking and problem-solving,
analyzing issues, and generating potential solutions.
9. Respect for diversity: Participants acknowledge and appreciate the diverse
backgrounds, experiences, and opinions of others in the group.
10. Time management: Group members adhere to time constraints, allowing everyone to
contribute and ensuring efficient use of the discussion time.

Q-10. How will you resolve conflict in a group? Describe briefly.

1. Foster open communication.
2. Identify underlying issues.
3. Facilitate respectful discussion.
4. Brainstorm solutions.
5. Encourage compromise.
6. Remain neutral.
7. Ensure everyone feels heard.
8. Implement agreed-upon solution.
9. Foster positive group culture.
10. Seek mediation if needed.

Q-11. Write the rules of conducting meetings.

1. Set an agenda: Clearly define the purpose and topics to be discussed.
2. Be punctual: Start and end meetings on time to respect everyone's schedules.
3. Encourage participation: Allow all attendees to contribute ideas and opinions.
4. Stay focused: Keep discussions relevant to the agenda and avoid tangents.
5. Foster respectful communication: Listen attentively and communicate courteously.

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 6. Assign action items: Clearly assign tasks and responsibilities to ensure follow-up.
7. Manage time: Allocate appropriate time for each agenda item to avoid overruns.
8. Emphasize productivity: Strive for efficient decision-making and problem-solving.
9. Summarize key points: Recap important discussions and decisions before adjourning.
10. Seek feedback: Continuously evaluate and improve meeting effectiveness.

Q-12. Write the steps in conducting interview

1. Prepare: Review the candidate's resume and job application to understand their
background and qualifications.
2. Define interview questions: Develop a set of structured questions that assess the
candidate's skills, experience, and fit for the role.
3. Set up the interview: Schedule a suitable time and location, whether in-person or virtual,
and inform the candidate.
4. Welcome the candidate: Begin the interview with a warm greeting and introductions.
5. Ask questions and actively listen: Pose the prepared questions and carefully listen to
the candidate's responses.
6. Take notes: Record key points, relevant information, and observations during the
interview.
7. Provide information: Share details about the company, job role, and expectations.
8. Address candidate's questions: Allow the candidate to ask their own questions and
provide informative answers.
9. Wrap up the interview: Conclude by thanking the candidate for their time and
explaining the next steps in the hiring process.
10. Evaluate: Assess the candidate's qualifications, performance, and overall fit for the
position to make an informed hiring decision.

Q-13. Discuss the role of business communication in different banking functions.

1. Customer interactions: Business communication enables bank employees to understand
and address customer needs, provide solutions, and deliver excellent customer service
2. Loan processing: Effective communication facilitates gathering necessary information,
explaining loan terms, and guiding customers through the application process.
3. Internal coordination: Communication between different departments helps coordinate
activities, ensuring timely execution of tasks and smooth workflow.
4. Risk management: Clear communication ensures that employees are aware of policies,
procedures, and regulatory updates, reducing risks and ensuring compliance.
5. Marketing and promotion: Communication plays a vital role in effectively promoting
banking products and services to customers, attracting new clients, and increasing business.
6. Transparency and trust: Strong communication practices foster transparency, build trust
with customers, and enhance overall customer relationships.

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 7. Efficiency and compliance: Effective communication streamlines banking operations,
improving efficiency and ensuring compliance with regulations and industry standards.

Q-14. What is networking? Discuss briefly

Networking is the act of establishing and nurturing relationships with individuals and groups for
mutual benefit. It involves connecting with professionals, colleagues, and peers in various
industries to exchange information, ideas, and opportunities. Networking can occur through formal
events, such as conferences or business gatherings, as well as informal interactions like social
gatherings or online platforms. Effective networking helps expand professional connections, create
business opportunities, gain insights, and enhance career prospects. It involves active listening,
building rapport, and offering support to others. Networking plays a vital role in professional
growth, knowledge sharing, and accessing resources that can contribute to success in vari ous
fields.

Q-15. How will you apply your business communication skills in the Bangladeshi perspective?
1. Cultural sensitivity: Respect and understand the cultural norms, values, and customs of
Bangladesh to communicate effectively in a manner that aligns with local practices.
2. Language proficiency: Being proficient in both Bengali and English allows for seamless
communication and ensures clarity and understanding.
3. Relationship building: Prioritize building strong relationships with business partners, colleagues,
and clients by investing time and effort in personal connections and establishing trust.
4. Formality and respect: Adopt a formal and respectful tone, addressing individuals using
appropriate titles and honorifics to show courtesy and professionalism.
5. Non-verbal communication: Pay attention to non-verbal cues, gestures, and body language, as
they can convey important messages in the Bangladeshi culture.
6. Time management: Understand and adapt to the concept of "Bangla time" while maintaining
punctuality and meeting deadlines with flexibility and adaptability.
7. Written communication: Utilize clear, concise, and professional written communication in
emails, reports, and other business documents, paying attention to grammar, spelling, and
formatting.
8. Active listening: Engage in active listening, reflecting on what is being said, and asking relevant
questions to demonstrate interest and understanding
9. Adaptation: Adapt your communication style and approach based on the specific business context
and individuals you are interacting with in Bangladesh.

Short Note:
Q-01. Bank Solvency certificate. (June20, 17. Dec-18, BDE-93
A Bank Solvency Certificate is a formal document issued by a bank to affirm its solvency and
financial stability. It provides assurance that the bank possesses adequate capital and assets to
meet its financial obligations and maintain a healthy financial position. This certificate is
typically requested by regulatory authorities, government agencies, potential business

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partners, or stakeholders to evaluate the bank's ability to honor its financial commitments. It
serves as evidence of the bank's sound financial standing and instills confidence in its
customers and stakeholders. The Bank Solvency Certificate plays a crucial role in the banking
industry as it verifies the bank's ability to operate securely and sustainably.

Q-02. Annual Confidential Report. (June 20)

An Annual Confidential Report (ACR) is a comprehensive assessment and evaluation of an
employee's performance and conduct over a specific period, usually one year. It is a
confidential document prepared by the employee's supervisor or reviewing officer. The ACR
covers various aspects, including the employee's job performance, productivity, professional
skills, adherence to organizational policies, teamwork, leadership abilities, and overall
behavior. It may also include feedback from peers and subordinates. The ACR serves as a tool
for performance appraisal, promotion decisions, and identifying areas of improvement or
training needs for the employee. It is typically maintained in employee personnel records and
is treated as confidential within the organization.

Q-03. L/C as Business Communication. (June 20)

Letter of Credit (L/C) is a vital form of business communication in international trade. It is a
financial instrument issued by a bank on behalf of a buyer, guaranteeing payment to the seller
upon meeting certain conditions. The L/C serves as a written commitment that ensures the
seller will receive payment if they fulfill their obligations as stated in the agreement. It
provides security and reduces the risk for both parties involved in the transaction. L/Cs contain
detailed instructions regarding shipment, quality, and documentation requirements, serving as
a clear and formal communication channel between the buyer, seller, and banks involved. The
L/C facilitates trust, facilitates international trade, and ensures smooth and reliable business
transactions across borders.

Q-04. Agenda for Meeting. (Dec -19)

An agenda for a meeting is a structured outline or plan that outlines the topics to be discussed,
the order in which they will be addressed, and the allocated time for each item. It serves as a
roadmap for the meeting, ensuring that the discussion stays focused, goals are achieved, and
time is managed efficiently. An agenda typically includes items such as:

1. Welcome and Introductions

2. Review of Previous Meeting Minutes
3. Updates on Project/Task Status
4. Discussion of Specific Topics or Issues
5. Decision-making or Problem-solving

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 6. Action Items and Assignments
7. Any Other Business
8. Next Meeting and Adjournment

Q-05. Agreement and Contact (June 19, 18. 16. )

An agreement is a formal understanding or contract between two or more parties that outlines the
terms, conditions, and obligations of their relationship or transaction. It serves as a legally binding
document that establishes the rights and responsibilities of each party involved. Agreements can
cover various aspects such as business partnerships, employment, sales, services, or
confidentiality.

A contact, on the other hand, refers to the act of establishing communication or connection with
another person or organization. It can involve exchanging information, initiating discussions, or
establishing a relationship for future interactions. Contacts can be made through various means,
including in-person meetings, phone calls, emails, or social networking platforms.

Q-06. Loan Sanction Letter. (June 19, Dec 18, 17)

A Loan Sanction Letter, also known as a Loan Approval Letter, is an official document issued by
a financial institution or lender to inform a borrower that their loan application has been approved.
It provides details such as the approved loan amount, interest rate, repayment terms, and any
additional conditions or requirements. The Loan Sanction Letter serves as a legal confirmation and
outlines the terms under which the loan will be disbursed and repaid. It is an essential document
for both the lender and borrower, providing clarity and establishing the basis for the loan
agreement, ensuring transparency and accountability throughout the loan process.

Q-07. “Thank you” letter to a depositor/ Letter of appreciation. (Dec17,15, June 17)
A "Thank you" letter to a depositor is a brief written communication sent by a bank or financial
institution to express gratitude and appreciation to a depositor for their business and deposit. It
acknowledges the depositor's contribution and emphasizes the value they bring to the institution.
The letter typically includes a personalized greeting, a sincere thank-you message, and may also
mention the importance of their continued support and trust. This type of letter aims to strengthen
the relationship between the institution and the depositor, demonstrating a commitment to
customer satisfaction and fostering goodwill.

Q-08. Letter of complain. (June 16)

A letter of complaint is a written correspondence expressing dissatisfaction or grievances about a
product, service, or situation. It outlines the specific issues, concerns, or problems experienced by
the sender and requests appropriate action to address the matter. The letter typically includes

47
details such as the nature of the complaint, relevant dates and times, supporting evidence or
documentation, and a clear statement of expectations for resolution. A letter of complaint aims to
communicate concerns effectively, seek redress or compensation, and prompt the recipient to take
corrective measures to resolve the issue and ensure customer satisfaction.

Q-09. Internship progress report.

An internship progress report is a document that provides an overview of an intern's performance,

achievements, and learning experiences during their internship period. It highlights the tasks
completed, projects undertaken, and skills developed. The report typically includes information on
the intern's contributions, challenges faced, and the knowledge gained. It may also include
feedback from supervisors or mentors regarding the intern's performance. The purpose of the
progress report is to evaluate the intern's progress, assess their skills and growth, and provide a
comprehensive summary of their internship experience. It serves as a valuable tool for assessing
the intern's suitability for future opportunities or employment.

Q-10. Use of paragraph. (June 13)

Paragraphs play a crucial role in structuring and organizing written communication. They provide
a visual break and indicate a shift in topic or thought within a text. Paragraphs help improve
readability and comprehension by grouping related information together and creating a logical
flow of ideas. Each paragraph typically focuses on a single main idea or topic, supported by
relevant details and evidence. They enable readers to navigate through the content more easily and
allow writers to present their thoughts in a coherent and organized manner. By utilizing paragraphs
effectively, writers can enhance the clarity, coherence, and overall impact of their written
communication.

Q-11. Leaflets and brochures. ( Dec-13, June 12, BDE 95th)

Leaflets are usually single-page documents that are simple, concise, and easy to distribute. They
are often used for quick and targeted information dissemination. Leaflets may contain key details
such as event dates, contact information, and a brief description or call-to-action.

Brochures, on the other hand, are typically multi-fold documents that provide more comprehensive
information. They allow for more in-depth content, including product descriptions, features,
benefits, and visuals. Brochures are often used for showcasing a range of offerings, providing an
overview of services, or highlighting key selling points.

Q-12. Advertisement as business communication. (Dec 12)

Advertisements are a powerful form of business communication used to promote products,

services, or brands to a target audience. They employ various media channels to convey persuasive

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messages and visually captivating content. Through compelling visuals, catchy slogans, and
persuasive language, advertisements aim to create brand awareness, generate interest, and drive
consumer action. They play a critical role in increasing brand visibility, attracting new customers,
and fostering customer loyalty. Advertisements are carefully crafted to align with communication
objectives, market trends, and the preferences of the target audience, ultimately contributing to the
overall success and growth of a business.

Q-13. Board Meeting. (June 14, Dec 12)

A board meeting is a formal gathering of a company's board of directors to discuss and make
decisions on important matters regarding the organization. It serves as a platform for the board
members to review financial reports, strategic plans, and operational updates, and to provide
guidance and oversight to the management team. The board meeting typically covers agenda items
such as approving budgets, setting policies, evaluating performance, and making key decisions
that impact the company's direction and success. Board meetings are governed by specific rules
and procedures, ensuring transparency, accountability, and effective governance within the
organization.

Q-14. Home application loan and corporate loan. ( June 2020, Difference BDE 94th)

Home Application Loan:

Purpose: Used for purchasing or refinancing residential properties.
Borrowers: Individuals or families seeking to buy or refinance a home.
Loan Amount: Determined based on property value, borrower's income, and creditworthiness.
Repayment Terms: Typically span several years with fixed or variable interest rates.
Collateral: The property being purchased or refinanced serves as collateral.
Key Considerations: Property appraisal, credit history, income verification, and debt-to-
income ratio.

Corporate Loan:
Purpose: Supports business operations, growth, or specific initiatives.
Borrowers: Companies or organizations seeking funding for various business needs.
Loan Amount: Determined based on company's financial strength and creditworthiness.
Repayment Terms: Varies based on the specific loan agreement and purpose.
Collateral: May require collateral such as assets, property, or personal guarantees.
Key Considerations: Business plan, financial statements, credit history, industry analysis, and
cash flow projections.

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Q-15. Working paper of a meeting. (BDE 92, June 19)

A working paper of a meeting is a written document that serves as a record of discussions,

decisions, and actions taken during the meeting. It captures key points, agenda items, and outcomes
to provide a summary of the meeting proceedings. The working paper aids in documentation,
accountability, and follow-up by outlining action items, assigning responsibilities, and setting
deadlines. It serves as a reference for participants, stakeholders, and absentees to review the
meeting's outcomes and ensures clear communication, collaboration, and coordination among
team members. The working paper facilitates effective decision-making, tracks progress, and
maintains a historical record of meeting discussions and resolutions.

Q-16. Job Fair. ( Dec 16)

A job fair is an organized event where employers and job seekers come together with the purpose
of facilitating employment opportunities. It serves as a platform for companies to showcase their
job vacancies, company culture, and hiring requirements to a pool of potential candidates. Job
seekers have the opportunity to interact with employers, submit resumes, and learn about available
positions. The fair may include informational sessions, networking opportunities, and on-the-spot
interviews. Job fairs provide a centralized location for job seekers to explore multiple employment
options and gain insights into various industries. They offer a valuable opportunity for both
employers and job seekers to connect and establish potential employment matches.

Q-17. Language for bad news. (June 15)

When delivering bad news:

Be direct and clear.
Show empathy and understanding.
Maintain a professional tone.
Provide context for better understanding.
Offer alternatives or solutions if possible.
Express willingness to help.
Avoid blame or speculation.
End on a positive note.

Q- 18. Directness in writing routine letters. (June 15)

Directness in writing routine letters refers to the use of clear, concise, and straightforward language
to communicate the intended message without unnecessary ambiguity or confusion. It involves
getting straight to the point, stating the main purpose or request early in the letter, and providing

50
relevant details in a concise manner. Directness helps the recipient quickly understand the purpose
of the letter, take appropriate action, and minimize any potential misunderstandings. By using
direct language, routine letters can effectively convey information, make requests, or address
specific issues in a clear and efficient manner.

Q-19. E-cash. (Dec-14, BDE-93th)

E-cash, also known as electronic cash, refers to a digital form of currency that is exchanged
electronically. It enables secure and instant transactions over the internet or other electronic
networks. E-cash is typically stored in digital wallets or accounts, allowing users to make
purchases or transfer funds digitally without the need for physical cash or traditional banking
systems. It offers convenience, efficiency, and accessibility, as users can make transactions
anytime, anywhere with compatible devices and internet connectivity. E-cash transactions are
encrypted and authenticated, ensuring secure and private financial exchanges. With the increasing
digitization of payment systems, e-cash plays a significant role in enabling electronic commerce
and providing alternative payment options for individuals and businesses alike.

Q-20. Campaign for Depositor (BDE-92th, Dec-13)

A campaign for depositors aims to raise awareness and promote the benefits of depositing money
in financial institutions. The campaign highlights the importance of saving, the security of
deposits, and the potential for growth through interest earnings. It emphasizes the role of financial
institutions in safeguarding deposits and providing various savings options tailored to depositors'
needs. The campaign may include educational materials, advertisements, and outreach activities
to engage potential depositors. It seeks to instill confidence in the banking system, encourage
responsible financial habits, and promote the long-term benefits of depositing money in reputable
institutions for individuals and their financial well-being.

Q-21. Zoom meeting and video conference. (Dec 16, 14. BDE-92th 94th )

Zoom meetings and video conferences have become essential tools for remote collaboration and
communication. They enable individuals and teams to connect and interact virtually, regardless of
their geographical locations. With Zoom and other video conferencing platforms, participants can
join meetings using video and audio, facilitating real-time discussions, presentations, and
collaboration. These tools offer features like screen sharing, chat functions, and recording
capabilities, enhancing productivity and engagement. Video conferences provide a face-to-face
experience, fostering better communication and understanding. They eliminate the need for travel
and enable efficient remote collaboration, saving time and costs. Zoom meetings and video

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conferences have revolutionized the way people work, enabling seamless communication and
collaboration across distances.

Q-22. Wage earner scheme (BDE-93th)

The Wage Earner Scheme, also known as the Wage Earner Welfare Board (WEWB) Scheme, is a
social security program in Bangladesh that provides financial assistance and support to distressed
wage earners. The scheme aims to protect the rights and welfare of workers who face financial
hardships due to factors such as job loss, disability, or workplace accidents. Under the Wage Earner
Scheme, registered workers contribute a portion of their wages to a fund managed by the WEWB.
In return, they become eligible for various benefits, including financial assistance, medical
support, rehabilitation services, and vocational training. The scheme provides a safety net for wage
earners and helps mitigate the financial impact of unexpected circumstances, promoting social
security and well-being among workers in Bangladesh.

Q-23. Security of a loan. (BDE-95th)

The security of a loan refers to the collateral or assets that a borrower pledges to a lender as a form
of guarantee for repayment of the loan. It provides a level of protection for the lender in case the
borrower defaults on the loan. The security can take various forms, such as real estate, vehicles,
equipment, or financial assets. By securing a loan, the lender has the legal right to claim and sell
the collateral to recover the outstanding debt. The presence of collateral reduces the risk for the
lender, making it more likely for the borrower to secure the loan and potentially obtain more
favorable terms, such as lower interest rates. However, borrowers should carefully consider the
implications of providing collateral and ensure they have a solid repayment plan in place to
maintain the security of their assets.

Q-24. Feedback. (BDE-95th)

Feedback is a valuable communication tool that provides constructive information, observations,
and evaluations about a person's performance, behavior, or work. It plays a crucial role in personal
and professional development by offering insights for improvement and growth. Effective
feedback is specific, actionable, and delivered in a timely manner. It focuses on behaviors and
outcomes, highlighting strengths and areas for development. Feedback should be objective, honest,
and respectful, promoting a positive and supportive environment. Receiving feedback with an open
mind and willingness to learn is essential for personal and professional growth. Giving and
receiving feedback fosters continuous improvement, enhances communication, and strengthens
relationships in various contexts, such as the workplace, education, and personal relationships.

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