MODEL QUESTION - ANSWER BANK; B.COM (H) 106

SCHOOL OF BUSINESS MANAGEMENT

DEPARTMENT OF COMMERCE

MODEL QUESTION - ANSWER BANK

B.COM (H) 106

BUSINESS COMMUNICATION

Q1. Define Business Communication?  Discuss the role of effective business communication within and    outside the organization     

OR

Define Business Communication. Why Business Communication is called, “Life blood” of an     organization?    

 Ans: Communication is defined as “The flow of material information perception, understanding and imagination among various parties”. Business includes those organizations, which are engaged in the production and distribution of goods and services to earn profit. Therefore Business communication means, “Flow of information, perception etc. either within a business organization or outside the organization among different parties”.

EXPLANATION:-   We can extract the following points form the above definition;

i)                    Flow between two or more parties.  

In business communication the material flow from one person to another person or from many persons to different people. This flow may either be inside the organization or outside the organization. 

ii)                   Flow of information, perception, imagination etc.

 Flow of information takes place when a party transfers the material to another mind. For example, when a news caster says, “Pakistan has conducted nuclear test on 28th May 1998”. This is a flow of information from news caster to the listeners.  

Flow of perception means transfer of different feelings. Finally, flow of imagination that occurs when a painter conveys his/her imaginations through a portrait. 

v  A business Organization is a group of people associated to earn profit. Various kinds of activities have to be performed by the people of an organization so as to earn profit. These activities need an effective and systematic communication. Without efficient communication, one cannot even imagine to do work and hence will be unable to earn profit. Since the aim of business organization is to earn profit, the organization will die without profit and this death is a result of the absence of communication. This is why communication is called life blood of a business organization. We can prove this statement in the following manner. 

COMMUNICATION INSIDE AN ORGANIZATION:  

Different employees and officials in an organization need to communicate to each other. This internal communication with its importance is shown in the following way:

1. Setting goals and Objectives:-   Mostly, the organizations have a variety of formal and informal objectives to accomplish. These objectives may be financial results, product quality, market dominance, employees satisfaction, or service to customers. So the communication enables all the persons in an organization to work towards a common purpose.

2. Making and Implementing decision:-   In order to achieve the objective, people in a business organization collect facts and evaluate alternatives, and they do so by reading, asking questions, talking or by plain thinking. These thoughts are put into a written form. Once a decision has been made, it has to be implemented which requires communication.      

3. Appraisal:-   Having implemented the decision, management needs to determine whether the desired outcome is being achieved. Statistics on such factors as cost, sales, market share, productivity and inventory levels are compiled. This is done through computers, manual papers, memos or reports.

4. Manufacturing the products:-   Getting an idea for a new product out of someone’s head, pushing it through the production process and finally getting the product also require communication. Designing the plan regarding product, introducing the workers, purchasing raw material, marketing and distributing the product all require effective communication.

5. Interaction between employer & employee:-   Employees are informed about policies and decisions of employers through circulars, reports, notices etc. Employers also get in touch with employees through application, complaint etc. So, communication plays a vital role in the interaction of employer and employee. 

EXTERNAL COMMUNICATION: 

1. Hiring the employees:-   If a company wants to hire some one, it advertises the vacancy, receives applications, calls the candidates, takes the interview and then offers job to the successful candidates. The whole process requires communication.

2. Dealing with customers:-   Sales letters and brochures, advertisements, personal sales calls, and formal proposals are all used to stimulate the customer’s interest. Communication also plays a part in such customer related functions as credit checking, billing, and handling complaints and questions.

3. Negotiating with suppliers and financiers:-   To obtain necessary supplies and services, companies develop written specification that outlines their requirement. Similarly, to arrange finance, they negotiate with lenders and fill out loan applications.

4. Informing the investors:-   Balance sheet, income statement, and ratio analysis are used to inform the investors regarding performance of business.

 5. Interacting with Govt.:-   Government agencies make certain rules to regulate the economy. These rules are communicated to organizations through various papers. These organizations try to fulfill, these requirement like filling taxation form and other documents.

Q2. Define communication. What is the importance of communication   for an individual and for an organization? Differentiate between formal and informal language.

Ans. COMMUNICATION:-

Definition: “Communication is the process by which information is transmitted between individuals and organization, so that an understanding response results”.

OR

 “Communication is the process which involves transmission and accurate replication of ideas, ensured by feedback for the purpose of eliciting action which will accomplish organizational goals”. 

IMPORTANCE OF COMMUNICATION FOR AN INDIVIDUAL

  (1) Helps in getting a desired job:-   Getting a desired job is not an easy task. It requires a person to be excellent, especially in terms of communication abilities. Communication abilities can be classified into five categories that is reading, writing, speaking, listening and observing. If a candidate is a good reader of not only text books and reference books but also of newspapers and magazines, this would help him developing confidence level at the time of interview. Writing skills are necessary for preparing an appropriate Biodata and covering letter, so that a better initial impression could be created. No doubt, conversational skill right at the time of interview is equally countable towards success of the candidate. Listening abilities on the other could prove to be fruitful especially when the interviewer is making a comment or asking a question. In short we can say that the presence of above mentioned five communication skills could give a better chance of being selected during an interview. 

(2) Help in maintaining social relationships:-   We as human beings live in a cobweb of relationships rather social relationship. These social relations compel us to act simultaneously in the capacity of father, child, husband, uncle, neighbour, cousin, teacher, nephew and so on. All these relationships especially near one’s could be maintained properly if we can communicate well to all these relations, that we are here to take care of them and our services are always there to help them in case of any needs. 

(3) Helps in getting on the job promotion:-   Perhaps finding a job would not be a big deal in case of if the candidate is well connected and belongs to a well off family. But promotion on the job requires some extra skills on the part of the candidate. Amongst those skills, communication abilities rank on the top. If a person can speak well during interactive and presentation sessions, can reports properly, he will automatically be in the eyes of the management and whenever a chance for promotion comes, he will be on the top of the list. 

(4) Helps in solving other’s problems:-   It is commonly observed that around us there are so many people whom we like to meet, their company is a source of enrichment for us. When we are with them we feel secured. The only reason for such types of feelings is that such type of people are not only good listeners but they also know it well that whenever they would speak, it would only be for the sake of encouraging, not discouraging others, only for solving other’s problems and not for creating problems for others. Such people are no doubt excellent communicators. 

Difference between formal and informal language.

Formal language:	Informal Language:
(1) It is the language spoken in office, business and other formal places.	(1) It is the language spoken at home or with friends.
(2) Proper and standard words are used	(2) Improper words and slangs are used
(3) It consists of specific purpose words like manager, supervisor, owner, employer etc.	. (3) It has all purpose words like “boss” that stands for various personalities.
(4) It is used comparatively less than informal language.	(4) It is used in daily life.
(5) It is used when the speaker is relaxed	(5) It is used when speaker is in a hurry/

 Q3.  Explain the process of communication.  

OR

“Communication is a two way process of exchanging ideas or information between two human beings”. Explain this statement with the help of a diagram.

Ans. Communication simply means exchange of ideas & information between two persons. A person sends a message to another person and gets the response from the receiver on the message. This whole phenomenon can be explained as under. 

1. Sender’s thoughts:-   The very first step in the process of communication is generation of thought in the sender’s mind. These thoughts may be about a request, order, inquiry production or any other such activity.

2. Encoding / Message:-   The thought generated in the mind of sender is ambiguous and unable to be communicated unless it is put into a receivable form. This step is known as encoding where the sender converts his thought into a message by means of a language. For example, a sender thinks about having a job. Now, he will put his thought on a paper. That is called job application. In his way, his thought becomes a message.

3. Transmission through media: -   Once a thought is converted into message, it should be transmitted to the receiver through a suitable medium. This media might be electronic media as T.V., E-mail, radio etc. or it may be print media like newspaper, magazines, letters or merely sound that is transmitted through the medium of air.

4. Noise and Barriers: -   While transmitting the information to the receiver, the sender faces lots of barriers. These noise and barriers are explained as under: (i) On sender’s side: - Noise and barriers may take place during the process of encoding. Some of them may be caused by distraction, lack of concentration, typing mistake, poor language etc. (ii) In the medium: - Some barriers are caused by medium such as poor transmission on T.V. and radio misprinting in newspapers etc. (iii) On receiver’s side:- The receiver can also create certain barriers to the receiving of message such as poor reading ability, emotions, lack of concentration etc.

5. Decoding by Receiver:-   Having received the message form the sender, the receiver attempts to understand and interpret the message. This process of converting the language of message into thoughts is known as decoding. For instance, the receiver, having received job application, reads the application and understands the message conveyed by the applicant.

 6. Idea Received:-   As soon as the process of decoding is finished, the idea given by the sender is received by the receiver. It means the thought that was generated in the mind of sender has been transmitted to the mind of receiver. In our example, the sender wanted to inform the receiver about his thought of having a job. Now the sender has got this idea. 

7. Feed back: -   Process of communication is incomplete until the receiver responds to the sender. This response may be negative, positive, or for further enquiry. It means when the receiver of job application welcomes or regrets the sender, the process of communication is deemed to be complete.   This whole process can be depicted through the following diagram.

Q4. What are the essentials of good communication?

Ans. In evolving an effective system of communication, the management should consider the following essentials for effective communication: 

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

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

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

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

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

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

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

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

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

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

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

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

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

(11) Listening: A very important aspect of effective communication is that executives and supervisors should be good listeners. It is dangerous to be inattentive or indifferent when others are attempting to communicate. The ten commandments of American Management Association state: “Listening is one of the most important, most difficult and most neglected Skills M communications.

It demands that we concentrate not only on the explicit meanings another person is expressing, but on the implicit meanings, unspoken words, and undertones that may be far more significant. Thus, we must learn to listen with the inner ear if we are to know the inner man. ”

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

Paul Arnold, President of Arnold Bakeries: “If your employee’s relation programme is a sound one, if your intent is true, if your people believe in that intent, and in that truth, then and only then you are successfully communicating.”

(13) Keeping the System Always Alive: The system of communication should be kept open and alive all the year round. It is only by honest attempts that good communication relations can be developed.

Q5. What are the various Barriers to communication in the organizations and how can we overcome them?

Ans. Barriers to effective communication

A. Physical barriers

Internal structure of the organization and layout of office machines and equipments creates physical barriers in communication

a.      Distance: – communication is found obstructed in long distance. Like communication between America and Nepal.

b.      Noise: – it is from external sources and affects the communication process. Noise negatively affects the accuracy

c.       Physical arrangement: – the physical arrangement of organizational sources like men, money, material and machine obstruct the communication process.

B. Semantic barriers

The use of difficult and multiple use of languages, words, figures, symbols create semantic barriers.

a.       Language: – we can find some words having different meaning. As meaning sent by the sender can be quite different from the meaning understood by the receiver. Long and complex sentences creates problem in communication process.

b.      Jargons: – technical or unfamiliar language creates barriers to communication that may be drawn from the literature. So message should be simple and condensed as far as possible so that no confusion creation will be there to the receiver.

C. Organizational barriers

It is raised from the organizational goals, regulations, structure and culture.

a.      Poor planning: – it refers to the designing, encoding, channel selection and conflicting signals in the organization.

b.      Structure complexities:- difficult organizational structure barrier for free flow of information. Appropriate communication process must be used.

c.       Status differences: – it creates barrier for communication. Superior provides information to the subordinate about plans and policies. Different information is provided by different subordinates who create barrier in communication.

d.      Organizational distance:- distance between sender and receiver also creates barriers to effective communication.

e.      Information overload: – if superior provides too much information to the subordinate in short period receiver suffers from information overload which creates barriers to effective communication.

f.        Timing: – communication can be obstructed if not done on time. If the information is not provided in time it creates barriers to effective communication.

D. Psychological barriers

It is the barriers to effective communication created from the lack of interest of the people from whom the communication is meant. People do not pay attention to the communication which are not interesting to them and which do not fulfill their want.

a.      Perception: – it is the process of accepting and interpreting the information by the receiver. People receive things differently for a various number of reasons.

b.      Filtering: – communication some time filters the negative information to make it more favorable to the receiver. In this process, knowingly or unknowingly some valuable information may be disposed.

c.       Distrust: – superior provides information or message to the subordinates to their own view, ideas and opinion which create obstruction in communication.

d.      Emotions: – emotion also creates barriers to effective communication like anger, het, mistrust, jealousy etc.

e.      Viewpoint: – it also creates barriers to effective communication. It the receiver doesn’t clear the message and ignore without hearing, the message may create obstructions.

f.        Defensiveness: – if the receiver receives the message as threat and interprets that message in the same way, it creates barriers to effective communication.

Overcoming Communication Barriers

There are a lot of communication barriers faced these days by all. The message intended by the sender is not understood by the receiver in the same terms and sense and thus communication breakdown occurs. It is essential to deal and cope up with these communication barriers so as to ensure smooth and effective communication.

1.      Eliminating differences in perception: The organization should ensure that it is recruiting right individuals on the job. It’s the responsibility of the interviewer to ensure that the interviewee has command over the written and spoken language. There should be proper Induction program so that the policies of the company are clear to all the employees. There should be proper trainings conducted for required employees (for eg: Voice and Accent training).

2. Use of Simple Language: Use of simple and clear words should be emphasized. Use of ambiguous words and jargons should be avoided.
3. Reduction and elimination of noise levels: Noise is the main communication barrier which must be overcome on priority basis. It is essential to identify the source of noise and then eliminate that source.
4. Active Listening: Listen attentively and carefully. There is a difference between “listening” and “hearing”. Active listening means hearing with proper understanding of the message that is heard. By asking questions the speaker can ensure whether his/her message is understood or not by the receiver in the same terms as intended by the speaker.
5. Emotional State: During communication one should make effective use of body language. He/she should not show their emotions while communication as the receiver might misinterpret the message being delivered. For example, if the conveyer of the message is in a bad mood then the receiver might think that the information being delivered is not good.
6. Simple Organizational Structure: The organizational structure should not be complex. The number of hierarchical levels should be optimum. There should be a ideal span of control within the organization. Simpler the organizational structure, more effective will be the communication.
7. Avoid Information Overload: The managers should know how to prioritize their work. They should not overload themselves with the work. They should spend quality time with their subordinates and should listen to their problems and feedbacks actively.
8. Give Constructive Feedback: Avoid giving negative feedback. The contents of the feedback might be negative, but it should be delivered constructively. Constructive feedback will lead to effective communication between the superior and subordinate.
9. Proper Media Selection: The managers should properly select the medium of communication. Simple messages should be conveyed orally, like: face to face interaction or meetings. Use of written means of communication should be encouraged for delivering complex messages. For significant messages reminders can be given by using written means of communication such as : Memos, Notices etc.
10. Flexibility in meeting the targets: For effective communication in an organization the managers should ensure that the individuals are meeting their targets timely without skipping the formal channels of communication. There should not be much pressure on employees to meet their targets.

Q6. Explain the various principles of effective communication?

Or

Highlight the 7 C’s of effective communication.

Ans. There are 7 C’s of effective communication which are applicable to both written as well as oral communication. These are as follows:

1. Completeness - The communication must be complete. It should convey all facts required by the audience. The sender of the message must take into consideration the receiver’s mind set and convey the message accordingly. A complete communication has following features:
• Complete communication develops and enhances reputation of an organization.
• Moreover, they are cost saving as no crucial information is missing and no additional cost is incurred in conveying extra message if the communication is complete.
• A complete communication always gives additional information wherever required. It leaves no questions in the mind of receiver.
• Complete communication helps in better decision-making by the audience/readers/receivers of message as they get all desired and crucial information.
• It persuades the audience.
2. Conciseness - Conciseness means wordiness, i.e, communicating what you want to convey in least possible words without forgoing the other C’s of communication. Conciseness is a necessity for effective communication. Concise communication has following features:
• It is both time-saving as well as cost-saving.
• It underlines and highlights the main message as it avoids using excessive and needless words.
• Concise communication provides short and essential message in limited words to the audience.
• Concise message is more appealing and comprehensible to the audience.
• Concise message is non-repetitive in nature.
3. Consideration - Consideration implies “stepping into the shoes of others”. Effective communication must take the audience into consideration, i.e, the audience’s view points, background, mind-set, education level, etc. Make an attempt to envisage your audience, their requirements, emotions as well as problems. Ensure that the self-respect of the audience is maintained and their emotions are not at harm. Modify your words in message to suit the audience’s needs while making your message complete. Features of considerate communication are as follows:
• Emphasize on “you” approach.
• Empathize with the audience and exhibit interest in the audience. This will stimulate a positive reaction from the audience.
• Show optimism towards your audience. Emphasize on “what is possible” rather than “what is impossible”. Lay stress on positive words such as jovial, committed, thanks, warm, healthy, help, etc.
4. Clarity - Clarity implies emphasizing on a specific message or goal at a time, rather than trying to achieve too much at once. Clarity in communication has following features:
• It makes understanding easier.
• Complete clarity of thoughts and ideas enhances the meaning of message.
• Clear message makes use of exact, appropriate and concrete words.
5. Concreteness - Concrete communication implies being particular and clear rather than fuzzy and general. Concreteness strengthens the confidence. Concrete message has following features:
• It is supported with specific facts and figures.
• It makes use of words that are clear and that build the reputation.
• Concrete messages are not misinterpreted.
6. Courtesy - Courtesy in message implies the message should show the sender’s expression as well as should respect the receiver. The sender of the message should be sincerely polite, judicious, reflective and enthusiastic. Courteous message has following features:
• Courtesy implies taking into consideration both viewpoints as well as feelings of the receiver of the message.
• Courteous message is positive and focused at the audience.
• It makes use of terms showing respect for the receiver of message.
• It is not at all biased.
7. Correctness - Correctness in communication implies that there are no grammatical errors in communication. Correct communication has following features:
• The message is exact, correct and well-timed.
• If the communication is correct, it boosts up the confidence level.
• Correct message has greater impact on the audience/readers.
• It checks for the precision and accurateness of facts and figures used in the message.
• It makes use of appropriate and correct language in the message.

Q7. Explain the various means of Business communication in the modern world.
Ans. Means of Communication

There are various ways through which we communicate with each other. These may be called as the means of communication. In face-to-face contact we use different parts of our body or we directly talk to others while communicating our message. Where face-to-face communication is not possible, we take the help of some other means through which we usually convey our messages.  For example, we may use letters to convey written messages; talk to others over telephones; send telegrams and use various other modern machines like computers, fax machine, etc. to communicate our messages. The means to be used in our communication process depend upon the purpose of communication. For example, to send any urgent message we generally use telephone; for any important matter for which a written document is required, we use letter, telegram, fax, etc. Now-a-days modern technology has given us a wide option to choose the means according to our requirement and liking. Let us discuss some of the important means of communication commonly used in business.

Letters:

Letters are a written form of communication. These can be sent or received by individuals or organisations. Written messages in the form of letters can be delivered to the receivers through special messenger, post offices or private couriers. This method is mostly used where face-to-face communication is difficult or other means are not easily available. It helps in keeping a record of the communication. The cost involved is low in this means of communication.

Telegram:

It is also a form of written communication by which messages can be sent quickly to distant places. It is generally used when there is an urgency of communicating any important message. It transmits message much faster than ordinary postal mail. This facility is available in all telegraph offices, where on payment of specific fee, we send our message. Charges are payable on the basis of number of words used in writing the message including the address of the receiver and sender’s name. Hence, telegraphic messages are written in brief. Telegrams can be sent as ordinary or express. Express telegrams travel faster than ordinary telegram, for which extra charge is to be paid. To send telegrams to foreign countries cablegrams are used. Telegrams can also be sent by using telephone, which is called as phonogram. Here by ringing up the telegraph office through a telephone, the message can be recorded and later the telegraph office transmits the message to the receiver.

Phones:        

Telephone is a very popular form of oral communication. It is widely used for internal and external business communications. Long distance communication is facilitated by STD (Subscriber Trunk Dialing) while international communication can be made through ISD (International Subscriber Dialing) facilities. Both government and private agencies provide telecom services. Telephone is mostly preferred as it helps in establishing instant communication.

In business firms as well as government and private offices automatic switchboards known as private automatic branch exchange (PABX) are installed to facilitate internal as well as external communication.

Now-a-days mobile phones are very popular as they give an access to the receiver at anytime, anywhere. This is an improvement over the fixed line telephone. It possesses many modern features like Short Messaging Services (SMS), Multi Media Messaging Services (MMS) etc., by using which written messages can be sent to the receivers.  Both private as well as government organizations provide this services. MTNL. BSNL, Airtel, Idea, Hutch, Reliance and Tata are the leading mobile service provider in our country.

Telex:

Telex provides a means of printed communication using teleprinter. Teleprinters consist of machines installed at different places which are connected to a central exchange through cable. In each machine a standard keyboard is fitted. Any message typed by using those keyboards at one end is automatically typed at the other end. Hence instant transmission is possible.

Fax:

Fax or facsimile is an electronic device that enables instant transmission of any matter, which may be handwritten or printed like letters, diagrams, graphs, sketches, etc. By using telephone lines this machine sends the exact copy of the document to another fax machine at the receiving end. For sending any message the documents on which message, diagram or drawing is typed or drawn has to be put in the fax machine and the fax number (a telephone number) of the other party has to be dialed. Then the fax machine at the receiving end will SMS sends only text.MMS sends pictures sound and text.

Communication instantly produce the replica of the matter. This is the most commonly used means of written communication in business. The main advantages of Fax system are easy operation, instant transmission of handwritten or printed matters over any distance, simultaneous transmission to two or more receivers, etc. The machine also records each transaction of communication.

The only limitation is that fax machines accept document upto a standard size. Again, as a usual practice, a copy of the same document is sent to the receiver through post for their record. The receiver at the other end also makes a photocopy of the document immediately after receiving the message through fax machine, because there may be chances that the ink used by the machine may fade away after some time.

E-mail:

Electronic mail, popularly known as e-mail is a modern means of communication. The system makes use of electronic methods of transmitting and receiving information. In this case individuals, through the internet, open an e-mail account in their name from any ISP (Internet Service Provider). Then letters, messages, pictures or sounds can be sent through their computer to the e-mail accounts of other individuals. Whenever the other person will access his e-mail account he receives the message. The information is communicated audio visually and the process is extremely fast. This method is gaining popularity with increased use of internet among the users.

Voice Mail:

It is a computer-based system for receiving and responding to incoming telephone calls. It records and stores telephone messages through computer memory. The caller can get the required information by dialing the voice mail number and then following the instructions of the computer. The individuals can also record their messages through voice mail. The receivers at their own convenience can get the message from the machines and take action accordingly. You can get information regarding admission, examination and result of NIOS through an interactive Voice Mail System, which has been installed at its headquarters at New Delhi. You can dial any of the two telephone numbers, 011-26291054 or 011-26291075 to get information from the voice mail.

Pager:

This is an instrument which can be used to receive any short messages from the sender at any time. Within a limited area if any body wants to send any message to a person who does not have any fixed work place or he/she is in motion, then the message can be sent through pager. The sender dials a telephone number and gives his message orally to the company operating the pager service. This message is transmitted by the company to the person possessing the pager. The message travels through air in the form of electronic signal, which is converted into written message through pager. By reading that message the receiver will take action immediately. It is a system of one-way communication, which means, the receiver can only receive the message but cannot send any message through this machine.

Teleconferencing:

Conference generally refers to a meeting of people for consultation or discussion regarding  any common issues. Here people sit together and interact face to face with each other. But, teleconferencing is a system through which people interact with each other without physically sitting in front of others. People can hear the voice and see the picture of others and also respond to their queries even if sitting in different countries. It requires the use of modern electronic devices like telephone, computers, television etc. For every teleconferencing a central controlling unit is required that facilitate the entire process of communication. There are two different types of teleconferencing, one, audio-conferencing and other, videoconferencing. Let us know more about them.

Audio-conferencing - It is a two-way audio communication system in which the participants listen to the voice and respond immediately sitting at different places. People may listen to the voice through radio or television and put their queries by using telephone.

Video-conferencing - Besides listening to the voice, the participants of the conference can also see the picture of each other while talking themselves. This is called video-conferencing. There are two different types of video conferencing process.

i. One-way video and two-way audio: In this system, the participants can listen to the voice and see the picture of the persons sitting at the studio. The audience maintains a contact with the studio through telephone and the persons at the studio listen to the voice of the participants.

ii. Both way audio and video: Here participants at both the end i.e., studio as well as audience end, are able to listen to the voice and see the picture of each other while talking amongst themselves.

Q8. Explain the meaning, advantages and limitations of oral and written communication?

Ans. Oral Communication - Meaning, Advantages and Limitations

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

Advantages of Oral Communication There is high level of understanding and transparency in oral communication as it is interpersonal. There is no element of rigidity in oral communication. There is flexibility for allowing changes in the decisions previously taken. The feedback is spontaneous in case of oral communication. Thus, decisions can be made quickly without any delay. Oral communication is not only time saving, but it also saves upon money and efforts. Oral communication is best in case of problem resolution. The conflicts, disputes and many issues/differences can be put to an end by talking them over. Oral communication is an essential for teamwork and group energy. Oral communication promotes a receptive and encouraging morale among organizational employees. Oral communication can be best used to transfer private and confidential information/matter.

Disadvantages/Limitations of Oral Communication

• Relying only on oral communication may not be sufficient as business communication is formal and very organized.
• Oral communication is less authentic than written communication as they are informal and not as organized as written communication.
• Oral communication is time-saving as far as daily interactions are concerned, but in case of meetings, long speeches consume lot of time and are unproductive at times.
• Oral communications are not easy to maintain and thus they are unsteady.
• There may be misunderstandings as the information is not complete and may lack essentials.
• It requires attentiveness and great receptivity on part of the receivers/audience.
• Oral communication (such as speeches) is not frequently used as legal records except in investigation work.

Written Communication - Meaning, Advantages and Disadvantages

Written communication has great significance in today’s business world. It is an innovative activity of the mind. Effective written communication is essential for preparing worthy promotional materials for business development. Speech came before writing. But writing is more unique and formal than speech. Effective writing involves careful choice of words, their organization in correct order in sentences formation as well as cohesive composition of sentences. Also, writing is more valid and reliable than speech. But while speech is spontaneous, writing causes delay and takes time as feedback is not immediate.

Advantages of Written Communication

ü  Written communication helps in laying down apparent principles, policies and rules for running of an organization.

ü  It is a permanent means of communication. Thus, it is useful where record maintenance is required.

ü  It assists in proper delegation of responsibilities. While in case of oral communication, it is impossible to fix and delegate responsibilities on the grounds of speech as it can be taken back by the speaker or he may refuse to acknowledge.

ü  Written communication is more precise and explicit.

ü  Effective written communication develops and enhances an organization’s image.

ü  It provides ready records and references.

Disadvantages of Written Communication

ü  Written communication does not save upon the costs. It costs huge in terms of stationery and the manpower employed in writing/typing and delivering letters.

ü  Also, if the receivers of the written message are separated by distance and if they need to clear their doubts, the response is not spontaneous.

ü  Written communication is time-consuming as the feedback is not immediate. The encoding and sending of message takes time.

ü  Effective written communication requires great skills and competencies in language and vocabulary use. Poor writing skills and quality have a negative impact on organization’s reputation.

ü  Too much paper work and e-mails burden is involved.

Q9. Enumerate the different categories of non-verbal communication and state their importance in communication process with suitable examples.

 Ans:  NON-VERBAL COMMUNICATION: Communication may be verbal – by written or spoken symbols (usually words) or it may be non-verbal – without words. Non-verbal messages are sometimes more clear, accurate and effective as compared to verbal communication, because they are internationally used and understood. Non-verbal communication may be divided into the following three categories:

 1. Appearance 2. Body Language 3. Silence, Time and Sounds 

1. APPEARANCE: Appearance affects the quality of written and spoken messages as follows: 

i.Written Messages: The envelope’s overall appearance size, colour, weight, postage and the letter’s overall appearance length stationary, enclosures, layout, etc. may convey significant information and impressions. 

ii.Spoken Messages: Personal appearance of the speaker-clothing, jewelry, hair-style, neatness, etc. may tell about the age, sex occupation, nationality, social, economic and job status. Similarly, appearance of the surroundings room-size, location, furnishings, lighting, etc. may tell a lot about the message. 

2. BODY LANGUAGE: Facial expressions, gestures, posture, smell, touch, voice etc are included in body language.

i. Facial Expression: The eyes and face may express the hidden emotions e.g. anger, fear, joy, love, surprise, sorrow, interest etc. 

ii. Posture and Gestures: The message can effectively be communicated by actions. Deaf people and traffic constables make use of actions. In our daily life clenched fists may indicate anger; leaning forward to the speaker may reveal interest and repeatedly glancing at the watch may be a sign of being bored. 

iii. Smell: Good or bad smell often expresses the situation e.g. smells because of oil or gas leakage warns the danger. Similarly, fragrance and perfume convey emotions and feelings better than spoken or written words. 

IV Touch: Touching people in different ways (and places) can silently communicate friendship, love approval, anger or other feelings.

 3. Silence, Time and Sounds 

i. Silence: Silence is an effective medium of expressing serious feelings and emotions e.g. death of relative or loss in business. A mistake may be admitted by silence. Silence may also confirm a statement. 

ii. Time: Time communicates in many ways, e.g. waiting for a long time may indicate interest or love and giving a short notice means urgency. 

iv. Sounds and Para-language: The style of speaking and the volume of voice (Intonations and Modulations) of voice may produce variations between what is said and what is meant, e.g. the words “how prompt you are” may criticize a person arriving too late.                

IMPORTANCE OF NON-VERBAL COMMUNICATION: 

1. Reliability:   Non verbal communication is more reliable then verbal communication. Words can be controlled more easily but it’s difficult to hide facial expressions like sadness, gladness, joy etc. So non-verbal communication is regarded as a more reliable means for transmitting message.

 2. Support to verbal communication:  Body language and appearance support the verbal communication. A wave of hand, smile etc might be very useful to explain and understand a particular point of view.

3. Quickness: A denial or acceptance expressed by moving head saves lot of time. So, it is important in this respect that non-verbal communication transmits the message quickly. 

FUNCTION OF NON-VERBAL COMMUNICATION:   There are following six functions of it.

 (1) To provide information either consciously or unconsciously.

(2) To regulate the flow of conversation.

(3) To express emotion

(4) To qualify, complement, contradict or expand verbal message.

(5) To control or influence others.

(6) To facilitates specific tasks, such as teaching a person.

Paralanguage

What does your voice say about you?

Pitch

High pitch voices are associated with anger, nervousness, and helplessness, while lack of self confidence and depression is often expressed through a lower pitch.

Tone

When said in a strong tone of voice, words might be interpreted as enthusiastic / over powering. The same words if said in a hesitant tone might suggest lack of interest.

Volume

People who speak very loudly are often perceived by others as aggressive and overbearing. Soft spoken people could be perceived as timid, polite or even

disinterested.

Haptics

Touch can be used to communicate affection, familiarity, sympathy and other emotions.  Examples: Holding hands; Kissing; Hugging; Tickling and Shaking hands

Kinesics

 Kinesics is the study of “Body Language”

o Facial Expressions

Universally recognized emotions shown through facial expressions. Including: ease, fear, anger, surprise, hate, contempt, disgust, happiness, and sadness

o Gestures

Gestures include movement of the hands, face, or other parts of the body.

o Posture

The common messages body posture conveys:

Crossed arms = defensive

Slumped posture = low spirits

Lean forward = open & interested

Lean away = defensive or disinterested

Uncrossed arms = willingness to listen

Erect posture = high spirits, energy and confidence

Proxemics

The concept goes something like this: The more comfortable we are with people means that we are OK with them getting up close to us. The less comfortable means we try to stay clear of them!

It is the study of how people use physical space in interpersonal interaction

Oculesics

It is the study of eye contact during any interaction

Tips for maintaining a good eye contact:

·         Don’t just stare off into space

·         Your gaze at one individual [while conversing in a group] should not be more than 5 seconds. Look at everyone.

·         Look at reactive listeners to assess their reaction

 Appearance

It communicates how we feel and how we want to be perceived by others.

Initial Impression is based on appearance

 • Grooming and hygiene

• Posture

• Facial expressions

• Handshake

• Verbal greetings

• Personal adornments

• Clothing

To present a professional appearance and inspire confidence: – Clothing should fit properly – Be in good repair (free from tears, missing buttons, broken zippers, and uneven hemlines) – Shoes should be neat, clean, and comfortable.

Evaluating Your Non Verbal Communication Skills

 Eye Contact

Is this source of connection missing, too intense, or just right in yourself or in the person you are looking at?

Facial Expression

·         What is your face showing?

·          Is it masklike and inexpressive, or emotionally present and filled with interest?

·          What do you see as you look into the faces of others?

 Tone of Voice

·         Does your voice project warmth, confidence, and delight, or is it strained and blocked?

·         What do you hear as you listen to other people?

 Posture and Gesture 

·         Does your body look still and immobile, or relaxed?

·         Sensing the degree of tension in your shoulders and jaw answers this question.

·          What do you observe about the degree of tension or relaxation in the body of the person you are speaking to?

Touch 

·         Remember, what feels good is relative. How do you like to be touched?

·         Who do you like to have touching you?

·         Is the difference between what you like and what the other person likes obvious to you?

How to improve Non verbal communication skills?

·         Observe closely for tell tale signs

·          Speak at an appropriate pace – neither too fast nor too slow

·          Maintain the right kind of eye contact

·         Dress tidily – appearance matters!

·         Your body talks – watch it!

·         Watch out for negative signs / gestures like slouching, staring, etc.

·         Acknowledge what others are saying either by a nod or by small sounds like umm, oh, etc.

·         Avoid excessive movement of hands during presentations / meetings. It could create distraction.

Q10. Draw a Sketch /Format of a Business Letter and Write a detailed note on the appearance of business letters.

Ans. Business Letters play an important role in written business communication because they still are considered and remain the preferred official way of communicating important messages. Although emails are the fastest way of sending written messages, they are not considered to be as official as printed business letters. A business letter that is well structured, written and printed on a letterhead carries more authority or weight than an email with an electronic signature. Therefore, it is important for students to appreciate, develop and nature excellent business letter writing skills.

Although there are many types of Business Letters and their structures may differ, all Business letters have similar, key, common features, elements or attributes. Despite the variance in the content across the typologies of business letters, the fundamental features or elements remain constant across languages, cultures and setups. The common features, elements or parts of any given business letter are:

ü  The Date

ü  The Sender’s Address

ü  The Inside Address/Recipients Address

ü  Salutation

ü  Subject

ü  Main Body

ü  Closing

ü  Name of Sender

ü  Signature

LETTER PARTS

1. Letterhead: Company’s letter head is ordinarily printed at the top of the sheet. It should contain the name, address brief description and telephone number of the business. When a printed letterhead is not used, the address of the writer is typewritten on the right-hand corner at the top of the sheet.

2. Date: The date should be placed a few spaces below the letterhead, beginning half way across the page or further to the right of the following correct styles of writing down dates, the Americal sytel, is more popular. American Style  : August 22, 1988 English Style   : 22nd August, 1988 Oxford University Style : 22 August, 1988

3. Inside Address: The inside address consists of the name and address of the addressee. It is placed a few spaces below the date on the left-hand side. The name of an individual is preceded by a title of respect (Mr., Mrs., Dr., Professor etc.)

4. Salutation: The salutation is a friendly greeting placed on the second line below the inside address. It is generally followed by a colon (:) The following salutations are generally used in business letters. For individuals: Dear Sir, Dear Madam, Gentlemen, Ladies, etc.

5. Body: The body of the letter contains the message. It is generally single spaced, with double spacing between paragraphs. When the body of a letter is two or more pages, each page – except the first one should be headed by addressee’s name, page number and date as follows: Mr. Riaz Agha – 2 – October, 10, 1988.

6. Complimentary Close: The complimentary close should begin two spaces below the last line of the body of the letter and half way across the page. It is followed by a comma (,). The most frequently used forms of complimentary close are “Very Truly Yours”. “Sincerely Yours”, “Cordially”, “Respectfully” is too formal to suit a business letter.

7. Signature: The signature consists of signature, name and / or designation of the writer. The name of the company should also be written while signing on a sheet without letterhead.

8. Initials: The initials of the typist / secretary should appear below the signature on the left-hand side of the sheet.

OPTIONAL PARTS: In addition to the above-mentioned essential parts of a business letter, the following optional parts may also be included when appropriate.

9. Enclosure notation should be put directly below the initials as follows:  Enclosures: 2    or  Enclosures: 4     or Enclosures: Blank Form

 10. Attention line, considered part of the inside address, directing a letter to a particular person or department, is usually placed between he inside address and the salutation.

11. Subject line, indicating the message, is usually placed below the salutation, wither including omitting the word “subject”.

12. Copy notation, stating the names of the persons to whom a copy of the letter is sent, should be typed below the initials or the enclosures (if any), arranged in order of importance or alphabetically.

13. Reference number of file, account, or case should be typed above the body of the letter. 14. Mailing notation: Words such as “Registered Mail”, “Book Post”, “Special Delivery” may be typed wither below the last line of the letter or above the inside address.

These elements are expected in any Business Letter be it an application letter, letter of enquiry , letter of appointment, letter of instruction or letter of complaint. However, there may be slight variations when it comes to the style and structure. For example compare the letter in figures mentioned. They are different to the extent of the structure or format and content but have the same fundamental elements already listed above.

Sample Letter A- Style 1

Plot 3456, Sheki Sheki Rd, Lusaka. 26th July 2013 The Relationship Manager Bank XYZ Lusaka Dear Sir, Ref: Closing of Account No. 2490865 I write to request the Bank to close Account No.2490865 which is held by ABC Construction Ltd. The decision by the company to close the already mentioned account number is due to internal company reasons. We wish to convey our gratitude and hope to do more business with the Bank as in the near future as the company has built a good relationship with the Bank. Yours faithfully  C. P. Mulenga Chief Accountant ABC Construction Ltd.

Sender’s Address

Recipient’s address

Main Body

Date

Salutation

Heading/ Subject

Complimentary close

Signature and Name of sender

 

Sample Letter B- Style 2

8th November 2013[Date] Ministry of Works and Supply, Po Box 2347, Lusaka. Bupe Primary School, Po Box 1432, Kitwe. Dear Mrs Katayi,            [Salutation] Ref: House No. 345 Chamboli Township[Subject or Heading] We write to offer you House No. 345 located in Chamboli Township which you applied for on 24.06.2009.The reserve price for the house is K350. Find enclosed the terms and conditions for the offer and the forms that you will need to fill in. Yours faithfully,[complimentary close] Mr G Nkatya Administrator

Sender’s address

Recipient’s address

Main Body

Signature and Name of sender

 

Having appreciated the key elements or parts of a Business Letter, it is imperative to get acquainted with some of the tips or techniques that may be useful for business letter writing which include:

ü  use of professional tones

ü  clear and precise writing

ü  simple English

ü  proper flow of points

ü  polite but persuasive language

ü  appealing structure or format

ü  proof reading

Lastly but not the least, attention must be paid to the opening and closing sentences. Examples of good opening sentences are given below.

Examples of opening and closing sentences

EXAMPLES: Opening sentence ü  With reference to your letter of 8 June, I … . ü  I am writing to enquire about … . ü  After having seen your advertisement in … , I would like … . ü  After having received your address from … , I … . ü  I received your address from … and would like … . ü  We/I recently wrote to you about … . ü  Thank you for your letter of 8 May. ü  Thank you for your letter regarding … . ü  Thank you for your letter/e-mail about … . ü  In reply to your letter of 8 May, … .

EXAMPLES: Closing Sentences ü  If you require any further information, feel free to contact me. ü  I look forward to your reply. ü  I look forward to hearing from you. ü  I look forward to seeing you. ü  Please advise as necessary. ü  We look forward to a successful working relationship in the future. ü  Should you need any further information, please do not hesitate to contact me. ü  Once again, I apologise for any inconvenience. ü  We hope that we may continue to rely on your valued custom. ü  I would appreciate your immediate attention to this matter

 

Therefore, even though   business letters may be designed to address different issues like notification, resignation, termination of contract, apology or complaint, the basic elements remain constant.

Q11. Describe the different letter formats. Illustrate clearly by means of sketches.

Ans:  LETTER FORMATS:

1. Full Block Form: In a full block letter every line begins at the left margin. This is easier to type.

 2. Modified Block Form: Modified block form is used frequently in business. All parts except the date, complimentary close and signature sections begin at the left margin. The date, complimentary close and signature area may start at the horizontal center of the page or to the right of center.

3. Modified Block form with Paragraph Indentations: It is like the modified block form except that its paragraphs are indented. The date complimentary close and signature area begin at the horizontal center of the page.

4. ASM simplified form: This form ahs been recommended by the Administrative Management Society of USA as an important timesaving step. Following are important features. (i) Full block style and open punctuations are used. (ii) Salutation and complimentary close are omitted, but to personalize reader’s name is used at  least in the first sentence. (iii) Subject line is typed in capital letters and the word “subject” is omitted. (iv) Signer’s name and business title are typed in capital letters.

5. Hanging or Inverted Paragraph Form: This form is commonly used in sales and advertising letters. The key words are “hanging” in the left margin at the start of each paragraph with other lines indented. Sometimes the key words are typed in capital letters for more emphasis. The sketched of the above letters are given on the following pages.

*(Sketch given in the Lecture notes)

Q12. How can inquiry letter be made effective? Discuss the kinds of inquiry letters.

Ans:  INQUIRY LETTER:

A letter that asks information about persons, products or services or other matters is an inquiry letter. The questions to be included in a good inquiry letter should be carefully planned. Following are the suggestions for making inquiries effective.

1. Make questions specific, clear and courteous.

2. State each question in a separate paragraph and number the questions if appropriate.

3. Use a separate sheet of paper for listing the questions if they are in large number.

 4. Carefully arrange the questions – generally with the easiest to answer sheet.

5. Word the questions in neutral way to that the reader is not influenced.

6. Word the questions to get more than ‘yes’ or ‘no’ answer if details are needed.

7. Word the question to get ‘yes’, ‘no’ or ‘don’t know’ answers, if numerous questions are to be tabulated.

8. Express confidence in the reader.

9. Assure secrecy.

KINDS OF INQUIRY LETTERS:

Inquiry letters fall in three categories:

1. Trade inquiry,

2. Status inquiry and

3. General inquiry.

1. Trade Inquiry:-  A trade inquiry (or sales related inquiry) is written with the intention of making business deals with the addressee. Such inquiry letters are written regarding products or services purchased or being considered for purchase. The trade inquiries ask information about the supply of goods, availability of goods, delivery time, leaflet or catalogue, quotations or price, method of transport, insurance, samples and terms and discount, etc.

2. Status Inquiry:-  Status inquiry is written to know the financial position of some individual or firm usually perspective buyer. Inquiries about the character, qualifications, experience and performance of the applicant for job or membership may also be termed as status inquiries.

3. General Inquiries:-  General inquiry is made to get information about rules and procedures used in other organizations, government policies, market conditions etc. General inquiry may also seek information for private or business research. For example a firm may receive injuries for various data from students, teachers or executives of other organizations.

Q13. What is an adjustment letter? How it should be organized?      

Ans. Adjustment Letters:

An adjustment letter is a reply to a complaint (claim letter). It is better to make adjustment than to risk losing a customer. Complaints should not be discouraged, because

(1) they provide a means of discovering and correcting poor service, and

 (2) They provide an opportunity to win back goodwill.

Analysis of Complaint:

 In dealing with a complaint all related facts should be investigated to determine

(a) whether the complaint is justified and

 (b) whether, and how, adjustment is to be effected.

Justification of Complaint:

Experience proves that most of the complaints are justified. They are usually a result of fault on the part of the seller or third party (transporter, etc.). A complaint is considered unfair when buyer is at fault and the request is for undue advantage.

Grant of Adjustment:

A justified complain needs proper adjustment, e.g., refunding money, replacing merchandise, performing additional service, admitting fault and assuring care in future, and taking rightful action against third party responsible for the damage. Proper explanation is necessary if buyer is at fault or complaint is based on misunderstanding.

Adjustment Principles:

 1. Answer promptly to avoid further complaint. When immediate adjustment is not possible, an acknowledgement letter assures that the complaint is being conserved.

2. Give the customer the benefit of doubt by assuming that the customer is right, unless the facts prove him/her wrong.

3. Accept blame gracefully when it is justified: to beg pardon or be unnecessarily humble is considered poor acceptance that may result in loss of goodwill.

4. Be diplomatic, especially when the addressee is at fault or complaint is based on misunderstanding. A diplomatic writer can say anything without insulting the reader.

Organizing the Adjustment Letters:

The ideas in an adjustment letter are ordinarily arranged as follows:

1.      Conciliatory Statement: Expression of regret even if the customer is at fault, or appreciation for having been informed is an effective start of an adjustment letter.

2.        Explanation of Facts: Explaining the facts relating to complaint, clarifying the position in case of misunderstanding, or indicating the customer’s fault (if any) should be the next step.

3.       Statement of Adjustment: Grant of the adjustment (if any), suggesting a substitute for requested adjustment (when it cannot be granted) or a mere acceptance of fault with assurance of taking care in future, should be stated as the third step.

4.       Statement of Goodwill: A last paragraph may be added (if appropriate) for rebuilding of goodwill and renewal of business relations.

Q14. How job application letter is like a sales letter? Explain with reference to its functions. Mention the considerations for writing effective job application letters.

Ans:  JOB APPLICATION LETTER:

A job application letter should be organized like sales letter, because it intends to sell the writer’s services to the reader. The immediate purpose of a job letter is to secure an interview and the final goal is to get employment.

 Solicited Job Letter: 

Solicited job letter written in response to an invitation (usually advertisement) has the advantage that a vacancy exists and that the employer is anxious to fill it. Its disadvantage is that if faces competition.  Unsolicited job letter, written to an employer who has not invited an application, does not face competition. But, possibility of non-availability of job is its disadvantage. Functions of Job Letters: 

 1. Attracting Attention:  Attracting attention of the employer through appropriate stationery, neat typing, proper layout, paragraphing, etc. further, the opening should not be stereotyped.

2. Creating Desire:  Creating desire to engage the applicant by describing required qualifications, interest in the job and environment, and personal favorable circumstance. Because employers prefer those candidates who have the required qualifications, interest and favorable circumstances.

3. Convincing the Employer:  Convincing the employer by giving specific details of qualifications and experience, names of references, and results of aptitude and intelligence tests previously taken. Further, enclosed certificates, recommendation letters from former employers, teachers, etc. and simples of work, e.g. translations, poetry, paintings, etc., may also convince the employer.

4. Stimulating Action:  Stimulating action by making courteous, graceful and confident request for interview that may lead to the ultimate goal of the job letter – the employment.  

Considerations of Writing Effective Job Letters:

1. Using appropriate stationery.

2. Neat typing with proper layout.

3. Describing qualifications, experience interest, etc.

4. Avoiding stereotyped opening.

5. Being specific, definite, courteous and graceful.

6. Giving names of references.

7. Mentioning the results of aptitude and intelligence tests previously taken.

 8. Making request for interview.

 9. Explaining reasons for leaving the previous job or for being unemployed, if necessary.

 10. Enclosing copies of the certificates and recommendation letters.

Q15. Emanate the usual contents of resume. Give specimen of the resume of a candidate for the post of an assistant accountant.

Ans:  RESUME:

The resume is an organized summary of the applicant’s particulars. It is not a substitute for a job letter, but a supplement to it. Its alternate titles are “Data Sheet”, “Bio-Data” etc.

 The usual contents of a resume are:

Heading: Name, address and telephone number of the applicant. Job title and career objectives may also be included.

Education: Academic qualifications mentioning degrees, certificates, scholarships, awards, honors, and other academic recognition received by the applicant. It should begin with the most recent information.

Experience: Listing of previous employers, job titles and period of service. Brief description of job duties and names of superior may also be included. It should also begin with the most recent information. Personal Data:  Age, height, health, marital status etc., of the applicant.

Reference: Names, titles, addresses and telephone numbers of people who will recommend the applicant for the job. These people should know about applicant’s job skills, aptitude and experience.

 Miscellaneous:  Co-curricular activities, interests and hobbies of the applicant. Driving license, passport, domicile and national identity card number may also be mentioned if material.

*(Format given in Lecture notes)

Q16. What is a Presentation? Explain the various elements for designing a presentation and state the Guidelines for Designing the Presentation?

Ans. Presentations and reports are ways of communicating ideas and information to a group. But unlike a report, a presentation carries the speaker's personality better and allows immediate interaction between all the participants.

A report is the orderly presentation of the results of a research that seeks truth and interprets facts into constructive ideas and suggestions (Gwinn, 2007). It is normally built on research that finds, develops, or substantiates knowledge. Once all the facts are collected, they are organized and presented in a report designed to meet a need for specific information.

A presentation is created in the same manner as a report; however, it adds one additional element — The Human Element.

A good presentation contains at least four elements:

• Content — It contains information that people need. But unlike reports, which are read at the reader's own pace, presentations must account for how much information the audience can absorb in one sitting.
• Structure — It has a logical beginning, middle, and end. It must be sequenced and paced so that the audience can understand it. Where as reports have appendices and footnotes to guide the reader, the speaker must be careful not to loose the audience when wandering from the main point of the presentation.
• Packaging — It must be well prepared. A report can be reread and portions skipped over, but with a presentation, the audience is at the mercy of a presenter.
• Human Element — A good presentation will be remembered much more than a good report because it has a person attached to it. However, you must still analyze the audience's needs to determine if they would be better met if a report was sent instead.

Guidelines for Designing the Presentation

The design and the layout of the presentation have an impact on how the audience receives it. Therefore, you need to focus more on the clarity of your presentation and the content.

Following are some points you should consider when designing your presentation.

• Derive the top three goals that you want to accomplish through your presentation. The entire presentation should focus on achieving these three goals. If you are not clear about what you want to achieve, your audience can easily miss the point of your presentation.
• Understand what your audience is. Think why they are there to see your presentation and their expectations. Study the background of the audience in advance if possible. When you do the presentation, make sure that you communicate to them that they are 'selected' for this presentation.
• Have a list of points that you want to communicate to your audience, prioritize them accordingly. See whether there is any point that is difficult to understand by the audience. If there are such points, chunk them further.
• Decide on the tone you want to use in the presentation. It could be motivational, informational, celebration, etc.
• Prepare an opening speech for the presentation. Do not spend much time on it though.
• Point out all contents in brief and explain them as you've planned.
• Have a Q&A (questions and answers) session at the end of the presentation.

Choosing the Presentation Materials

When your presentation is supported by additional material, you can make more impact on the audience. Reports, articles and flyers are just a few examples.

If your presentation is informative and a lot of data is presented, handing out a soft or hard copy of your presentation is a good idea.

Following are some guidelines on presentation materials:

• Make sure that you check the computer, projector and network connectivity in advance to the presentation. I'm sure you do not want to spend the first half of your presentation fixing those in front of your audience.
• Use a simple, but consistent layout. Do not overload the presentation with images and animations.
• When it comes to time allocation, spend 3-5 minutes for each slide. Each slide should ideally have about 5-8 bullet lines. This way, the audience can stay focused and grab your points.
• Do not distribute the supplementary material before the presentation. They may read the material during the presentation and miss what you say. Therefore, distribute the material after the presentation.

Presentation Delivery

Delivering the presentation is the most important step of the process. This is where you make the primary contact with your audience. Consider the following points in order to deliver an effective presentation.

• Be prepared for your presentation. Complete the designing phase of the presentation and practice it a few times before you actually do it. This is the most important part of your presentation. Know the content of your presentation in and out. When you know your presentation, you can recover if something goes wrong.
• Use true examples to explain your points. If these examples are common to you and the audience, it will have a great impact. Use your personal experiences to show them the practical point of view.
• Relax! Stay relaxed and calm during the presentation. Your body language is quite important for the audience. If they see you tensed, they may not receive what you say. They may even judge you!
• Use humour in the presentation. Use it naturally to make your point. Do not try to crack jokes when you are not supposed to do it.
• Pay attention to details. Remember the old saying; devil is in details. Choose the place, people and materials wisely.

Conclusion

Presenting your idea to convince an audience is always a challenge.

Every presentation is a new experience for all of us. Therefore, you should plan your presentations way in advance.

Pay close attention to the points we discussed above and adhere to them in your next presentation.

Q17. What are the key elements of giving a highly effective speech?

Ans. key elements of highly effective speech:

Anyone can give a speech. Not everyone can give an effective speech. To give an effective speech there are 6 elements you should consider.

1.      Be Prepared - Being prepared is by far the most important element. How many times do you practice your speech? As a general rule, you should spend about 30 hours of preparation and rehearsal time for every hour you will be speaking. Use a tape recorder or videotape yourself. This will help you to get an accurate picture of how you speak.

2.      Give of Yourself - Use personal examples and stories in your speech whenever possible. Make sure your stories help to emphasize or support your point. The stories must match your message. Use examples from your personal and professional life to make your point. In either case be willing to give of yourself by sharing some of yourself with the audience.

3.      Stay Relaxed - To stay relaxed you should be prepared. Also, focus on your message and not the audience. Use gestures, including walking patterns. Practice the opening of your speech and plan exactly how you will say it. The audience will judge you in the first 30 seconds they see you.

4.      Use Natural Humor - Don't try to be a stand up comedian. Use natural humor by poking fun at yourself and something you said or did. Be sure NOT to make fun of anyone in the audience. People will laugh with you when you poke fun at yourself but don't over do it.

5.      Plan Your Body & Hand Positions - During the practice of your speech look for occasions where you can use a gesture. Establish three positions where you will stand and practice not only how to move to them but where in your speech do you move. Pick three positions, one on center stage, one to your right, and one to your left. Do not hide behind the lectern. When you do move maintain eye contact with the audience.

6.      Pay attention to all details - Make sure you have the right location (school, hotel, room & time). Make sure you know how to get to where you are speaking. Ask how large an audience you will be speaking to. Make sure you bring all your visual aids and plenty of handouts. Arrive early so you can check out where you will be speaking and make any last minute adjustments.

Q18. What is a effective presentation? What are the stages in planning a presentation?

Ans.  An effective presentation makes the best use of the relationship between the presenter and the audience. It takes full consideration of the audience’s needs in order to capture their interest, develop their understanding, inspire their confidence and achieve the presenter’s objectives.

Careful planning is essential.

Seven stages in planning a presentation

1. Preparation

Many factors affect the design of your presentation. A powerful presenter will acknowledge and address each of the following:

·         objectives;

·         audience;

·         venue;

·         remit.

Objectives

Why you are making your presentation? Bear in mind what you want to achieve and what you want your audience to take away with them. Once you have decided upon your objectives, you are in a much better position to make strategic decisions about the design and tone of your presentation. For example, a presentation to a seminar group might require a balanced
argument, whereas a charity appeal might require a more creative approach. Ask yourself:

·         what do you want your audience to have understood?

·         what action do you want your audience to take following your presentation?

·         how can you best design your presentation to meet your objectives?

Audience

Your audience will have a variety of different experiences, interests and levels of knowledge. A powerful presenter will need to acknowledge these and prepare for and respond to them accordingly. Ask yourself:

·         how much will your audience already know about your topic?

·         how can you link new material to things they might already understand?

·         will you need to win them over to a particular point of view?

You may not be able to answer these questions for each member of your audience but you should have enough information to ensure that you have targeted your material at the right level for their needs. This might involve avoiding technical jargon or explaining abstract concepts with clear practical examples. If you fail to consider your audience’s needs, you will fail to appeal to their interest and imagination.

Venue

Where will you be making your presentation? What will the room be like? What
atmosphere will the physical conditions create? A large lecture theatre might create a formal atmosphere. Similarly, a seminar room might create a less formal tone. Ask yourself:

·         what kind of atmosphere do you wish to create?

·         how might the room arrangement affect your relationship with the audience?

·         can you do anything to change the arrangement of the room to suit your
objectives?

·         what audio-visual aids can you use?

Remit

You may well have been given a remit for your presentation; you will need to stick to this. For example, you may have been asked to present a paper at a conference in a certain style or meet certain assessment criteria on your course. Ask yourself:

·         how much time have you been allocated?

·         are you required to stick to a common format or style?

·         have any guidelines been set regarding the content of your presentation (i.e. a predetermined title, or a fixed number of overhead transparencies)?

2. Choosing your main points

Once you have thought about the design of your presentation, you can define your main points. Try presenting no more than three main points in a ten minute presentation. Always allow time for an adequate introduction and conclusion. It is difficult for an audience to follow a more complex argument without significant help from the presenter. A powerful presentationdelivers information in a logical, structured manner, building on the previous point and avoiding large jumps in sequence. Ask yourself:

·         what are the main points you wish to make?

·         are these points structured in a logical, coherent way?

·         do these main points reflect your own objectives and take account of the needs of your audience?

3. Choosing your supporting information

The supporting information helps your audience understand, believe in and agree with your main points. This evidence might take the form of factual data, points of detail or an explanation of process. It might be presented in imaginative ways using diagrams, pictures or video segments. Think about:

·         what will add clarity to your argument (explaining complex terms, reminding your audience of any supporting theories)?

·         what will add authority to your argument (making connections with other
people's work, quoting experts, offering evidence from your own research)?

·         what will add colour to your argument (showing a video clip or a slide, using a
practical example or a vibrant analogy)?

4. Establishing linking statements

The next stage is to develop the linear flow of your presentation. This can be achieved by using linking statements to show clearly how your main points fit together. Common linking statements include:

·         “The next stage in our project was to …”;

·         “Another important issue of consideration was …”;

·         “By following this argument we can now see that …”.

Linking statements send signals to your audience, highlighting the next point in your argument, linking to earlier ideas or clarifying the stage you have reached in your argument overall. This may be of particular importance in a lengthy presentation where even the most effective presenter has to work hard to keep an audience involved.

5. Developing an opening

The introduction to your presentation is crucial. It is your first point of contact with your audience; you can either capture or lose your audience’s interest in a matter of seconds. Use your introduction to lay a clear foundation for the presentation to follow. Try using the following structure:

·         introduce yourself;

·         state what you will be talking about (a title or subject area);

·         state how you will be talking about it (e.g. by comparing test results or reviewing the supporting literature);

·         state what you intend to be the outcome of your presentation (an informed
group, a lively discussion);

·         state what you expect your audience to do (listen, take notes, read a handout, ask questions before/during/after).

Always give your audience a moment to absorb this information before moving into your first main point.

6. Developing a conclusion

Your conclusion is another important stage in your presentation. You can use it to remind your audience of your main points, draw these points to a stimulating conclusion and leave your audience with a lasting impression of the quality of your presentation. The following structure provides a powerful conclusion:

·         a review of your title or subject area
“In this presentation I wanted to explore the relationship between X and Y.”;

·         a summary of your main points
“We have discussed the following points…”;

·         a summary of the process you have been through
“By looking at X we have found that Y …”;

·         a conclusion clearly drawn from your main points (this must be supported by the detail of your presentation)
“It is clear that there can be no substantive relationship between X and Y”;

·         a parting statement to stimulate your audience’s thoughts (this might be a
question or a bold comment).

7. Reviewing your presentation

Once you have written your presentation make sure that you review its content. Ask yourself:

·         does the presentation meet your objectives?

·         is it logically structured?

·         have you targeted the material at the right level for your audience?

·         is the presentation too long or too short?

Q19. Write a note on the tips for preparing presentations using audio-visual aids?

Ans. Tips on Preparing Visual Aids

• Start with at least a rough outline of the goal and major points of the presentation before selecting the visual aid(s). For example, a particular scene or slides may trigger ideas for the presentation, providing the power of images. Do not proceed too far without first determining what you want to accomplish, what your audience wants to gain, and what the physical setting requires.
• Each element of an audio-visual product - a single slide or a page of a flip chart presentation, for example, - must be simpleand contain only one message. Placing more than one message on a single image confuses the audience and diminishes the potential impact of visual media. Keep visual aids BRIEF.
• Determine the difference between what you will say and what the visual aid will show. Do not read straight from your visuals.
• Ask the audience to read or listen, not both; visual aids should not provide reading material while you talk. Rather, use them to illustrate or highlight your points.
• Give participants paper copies of various graphic aids used in your presentation. They will be able to write on the paper copies and have them for future reference.
• Assess your cost constraints. An overhead transparency presentation can always be used in a formal environment if 35 mm slides are too expensive.
• Account for production time in your planning and selection process. Slides must be developed, videotape edited - you do not want to back yourself against a wall because the visuals are not ready. You can often get production work done in 24-48 hours, but it is much more expensive than work that is done on an extended schedule.
• Use local photographs and examples when discussing general problems and issues. While a general problem concerning welding safety, for example, may elude someone, illustrating with a system in use at the site can bring the issue home.
• Use charts and graphs to support the presentation of numerical information.
• Develop sketches and drawings to convey various designs and plans.
• When preparing graphics, make sure they are not too crowded in detail. Do no over-use color. See that line detail, letters, and symbols are bold enough to be seen from the back of the room.
• Do not use visual aids for persuasive statements, qualifying remarks, emotional appeals, or any type of rhetorical statement.
• If you have handouts, don't let them become a distraction during the presentation. They should provide reinforcement following your address. Consider giving them out after the presentation, unless the audience will use them during the presentation or will need to review them in advance of the presentation.
• Practice presenting the full program using graphic materials so you are familiar with their use and order. If you use audio-visual materials, practice working with them and the equipment to get the timing down right.
• Seek feedback on the clarity of your visuals and do so early enough to allow yourself time to make needed adjustments.

The question of what to use and how to choose is an excellent one. The next several pages will help you answer this question by identifying the advantages and limitations of each type of visual, as well as the development techniques required in preparing each. By looking at these pros and cons, you can more easily decide what will work best for your presentation.

Flip Charts

Flip charts are quick, inexpensive visual aids for briefing small groups. The charts, felt-tip markers and graphic materials are readily available, and with a modest ability at lettering, the presenters can compose the desired visual aid in-house.

Flip Charts:

• Help the speaker proceed through the material
• Convey information
• Provide the audience with something to look at in addition to the speaker
• Can be prepared prior to, as well as during, the presentation
• Demonstrate that the speaker has given thought to his or her remarks
• Can be used to record audience questions and comments
• Can be converted to slides

Limitations:

• May require the use of graphics talent
• Are not suitable for use in a large audience setting
• May be difficult to transport

When Developing Flip Charts:

• Each sheet of paper should contain one idea, sketch, or theme.
• Words, charts, diagrams, and other symbols must be penned in a large enough size to be seen by people farthest from the speaker.
• In general, make each letter at least 1/32" high for each foot of distance from the material. For example, a 1-inch letter is legible from 32 feet, and a 2-inch letter from 64 feet. Divide the distance from the back of the room to the visual by 32 to determine the minimum size of letters.
• Use block lettering, since it is easiest to read. Use all capital letters, and do not slant or italicize letters.

Use and vary the color. Also, check from a distance to make sure the color works well and is not distracting.

Overhead Transparencies

Overhead transparencies are useful for audience settings of 20 to 50 people and can be produced quickly, easily, and inexpensively. Any camera-ready artwork, whether word charts, illustrations, or diagrams can be made into transparencies using standard office paper copiers.

• Most manufacturers of paper copiers offer clear and colored acetate sheets that run through copying machines like paper, but transfer a black image into acetate for use as overhead transparencies.
• The standard transparency size is 8=" x 11''. The only piece of hardware required is anoverhead transparency projector.
• Overlay transparencies provide a good cumulative presentation.
• Speaker can use an overhead projector with significant light in the room, thereby enabling the speaker to maintain eye contact with the audience.

Limitations:

• The projected image size is sometimes too small to be seen from the back of a large room.
• Often, the image does not sit square on the screen, as the head of the projector is tilted to increase the size of the image.
• It is difficult to write on the transparency while it is on the projector.
• Sometimes the projector head gets in the audience's way.
• Some speakers feel captive to the machine, because they must change each transparency by hand.

When Developing Overhead Transparencies:

• To add color, simply cut a piece of colored acetate gel, available at art stores, to the shape and dimensions needed to highlight a particular part of a transparency. The second (or third) color is taped to the edges of the transparency with clear tape, or glued over an area with clear invisible adhesive such as spray adhesive.
• Permanent and/or water-soluble ink color marker pens are available for use in hand-coloring parts of an overhead transparency.
• Overhead transparencies can be developed during a presentation by marking on acetate sheets with water-soluble or permanent transparency pens. The same approach can be used to add information to existing transparencies. In both cases, a damp tissue can be used to wipe information off a transparency that has been marked with water-soluble ink.
• When removing a transparency from the machine during the presentation, slide the next immediately underneath it to achieve a smooth transition. Don't leave the screen blank with the light on.
• A 45-degree angle to the audience is the most effective location for an overhead projector and screen. This provides for the least obstructed view. Ideally, set the projector on a table lower than the surrounding tables or platforms to make it less imposing.
• Transparencies with too much information - especially typed pages designed for a printed piece and transferred to acetate - are confusing. Keep transparencies simple.
• When typing words for transparencies, use bold typing elements such as HELVETICA and capitalize.

Consider making use of a laser printer that can produce good quality transparencies in a variety of bold type styles. These printers, coupled with desktop or portable personal computers are widely available, and prices have dropped significantly. The quality of type and variety of type styles make this a superior option when compared with transparencies done on an office typewriter. If resources permit, color printers are also available.

Posters

Posters are prepared graphic devices that can be made of a variety of materials and media - photographs, diagrams, graphs, word messages, or a combination of these. Posters work best in smaller audience sizes.

• Posters are permanent and portable.
• Posters can be simple or very elaborate.
• Posters can be used alone or in a series to tell a story.

Limitations:

• Posters tend to contain too much detail.
• Transporting them can be difficult.
• The more elaborate posters require extensive preparation and can be quite costly.

When preparing posters:

• Each poster should contain one message or theme.

Words, charts, diagrams, and other symbols must be penned in a large enough size to be seen by everyone in the room.

• Use all capital letters, and do not slant or italicize letters.

Use and vary the color. Also, check from a distance to make sure the color works well and is not distracting.

35 Millimeter Slides

35 mm slides enliven a presentation for virtually any size audience. They can project a professional image, are relatively inexpensive to produce, and if necessary, can be produced quickly.

• Slides have high credibility with audiences because viewers looking at photographic slides taken in the field often feel that seeing is believing.
• The only hardware required is a slide projector and a screen. Slide programs are easy to package in slide trays.
• Changes in slides or in their sequencing can be done rapidly to meet changing conditions or audiences.

Limitations:

• Slides cannot be made using a photocopying machine. Therefore, they require more time and money to produce than overhead transparencies.
• The lights must be dimmed more for slides than for overhead transparencies.
• Slides require a great deal of preparation and rehearsal.

When Developing a Slide Presentation:

• Use the outline or text of your talk to note places for appropriate visuals.
• The best slide programs often mix field photographs with slides of charts, graphs, and other supporting images.
• Catalog and categorize slides, and place a date, location, and other relevant information on each slide.

Vendors can make word slides and illustrations by computer, though they tend to be costly.

Audio-Slide Show

Audio-slide shows are self-contained programs having pre-recorded sound tracks that are coordinated with slides by use of electronic synchronizers. The recording tape includes electronic signals that activate a connected slide projector so that an image appears simultaneously with the appropriate voice message, music or sound effects. Audio-slide programs can serve audiences ranging from a handful to a couple of hundred people.

• For a fraction of the cost of films, audio-slide programs can achieve many of the same program needs.
• They can impart considerable information because color and a wide array of audio-techniques and visual images can be used.
• If multiple projectors are used with dissolve units that allow images to "fold" into one another, even a sense of movement can be created.
• They usually can be produces in-house, equipment is accessible, and they offer a presenter the flexibility of changing slides to meet the needs of specific audiences.

Limitations:

• Time must be allotted for developing script, sound-track, title and credit slides, visuals, and for production.
• Each presentation requires securing and assembling proper equipment synchronizer, tape recorder, projector(s), screen(s).
• Good maintenance must be given to slides so that a warped slide doesn't malfunction and throw off an entire presentation.

When Developing a Program:

• Identify all components to the program and possible resources to assist in developing these components (e.g., photo lab, recording studio, slide library, graphic artists, a person who has prepared similar programs).
• Make an initial contact with resource personnel to see what services they can provide, time frames and their scheduling requirements.
• Develop a tentative production schedule.
• Prepare a script or a story board and carry this script with you.
• Photograph or borrow slides of scenes that emphasize your points. Also, gather charts, drawings, books, or other resource materials pertinent to the subject which may be photographed or reproduced graphically as slides.
• Keep images to one message per frame.
• Test-run the slide-tape show with enough time to replace slides that are unclear.
• Secure permission to use commercial or otherwise copyrighted music or material.

Keep credit slides to a minimum and use simple design for clarity.

Videotape

Videotape electronically carries both a picture and a sound track. Its features of sound, movement, vivid image, color, and variety hold an audience's attention the way film does. Videotape can be used to program an entire presentation, or to support a speaker's remarks by highlighting certain topics.

Limitations:

• Videotape productions can be expensive to create and require experienced production teams.
• In large meetings, the audience may not be able to see the monitor. (If resources permit, video projectors are available.)

When Developing Videotape:

• Practicing with the equipment by filming, as well as showing, is the best way to overcome hesitancies about its use.
• To cover the basics if you are brand new to video use, budget yourself a one hour session with an experienced video producer, whether amateur or professional. University extension programs and the local cable T.V. station are good places to check for a no-cost session. Discuss your ideas. Your budget will determine whether you should tape on your own or have a professional make the videotape.
• Composing and editing a 15-minute video production can easily consume dozens of hours whether you do all of the work or contract to have part of it done. In order for this kind of investment to pay off, it usually means that the final product should be viewed by a large audience or multiple audiences. Consider the facilities available before choosing to use videotape.

TESTING THE DESIGN OF YOUR PRESENTATION

When you have prepared the visuals you want to use in your presentation, you must practice using them. Do a practice run in full, preferably with someone you know well and with someone you do not know well. Alternatively, use a video or audio tape recorder, or a mirror.

If you are making a group presentation, do a complete practice run in full. A practice run will ensure that each presentation builds on the previous one and that all the points are covered. These colleagues can also provide valuable feedback. The tips below will help you make the most out of your practice runs:

• Seek feedback at the point when you have your material well organized but not committed to memory. This will enable any needed changes to be incorporated easily.
• This feedback should include an evaluation of the presentation's length, logic, clarity, and interest level; the speaker's rate of delivery, voice level, and conversational pattern; and the usefulness of the visual aids.

Once you are satisfied with the content of your presentation, make sure that the technical supports are in place or lined up:

• Check with the meeting organizer to make sure the equipment you need will be there.
• If at all possible, arrive at the location of your presentation an hour early to check your equipment and room arrangements. Practice using your visuals with the equipment provided. Make sure that you know where the on/off switch is and make arrangements to have the lights dimmed, if necessary.

• Rehearsal is a fundamental step in developing and refining effective presentations. Practicing your presentation and working closely with the meeting organizer to secure the necessary technical supports will assist you in making a smooth performance.

Q20. Write a short note on writing/drafting a (a) Memorandum and a (b) Circular?

Ans. Memorandum(Memo) is a short piece of writing used by officers of an organization to communicate within the organization

-It is the most common form of written communication between people or departments/branch offices

—  Some organizations insists  small events /requests/telephone/conversations on official matters /recorded in the form of memos

—  Memos have their utility

-It does not leave any scope for ambiguity & confusion /it can be used for giving instruction clearly

Purpose of Memo

When you wish to write to someone within your own company, you will send a memorandum. 

Memos are used to communicate with other employees, may be located ­ there in the same office, in the same building, or in a branch office many miles away. Because the interoffice memorandum form was developed to save time, the formality of an insideaddresses, salutation, and complimentary closing is omitted. Otherwise, however, office memos and letters have a great deal in common.

—  Since it is record of facts & decisions it can be used in future to establish accountability

—  It gives time to the receiver of communication to deliberate upon it & react

—  Printed memo forms are used

From____________                             Subject________________

 To ______________                           Date________________

Or it can also be

To ___________________                  Date___________________

From_____________

Subject_________________

No Dear Sir, or so on

No Yours Sincerely, and so on

Example:

To : Lab Personnel

From: Sushil Kumar

Subject: Final test report requirements

Beginning Monday ,December 19,all our final test reports must indicate –

1. Test results
2. Dimension in proper order
3. The distribution list
4. Write the report immediately after the test
5. Be sure all terms are spelled correctly
6. Complete formulas

Circular

Introduction

Circular letters are used to send the same information to a number of people extensively used in sales campaigns and for announcing important developments in busines,such as extension, reorganizations, changes of address, etc.

—  The circular is in the form of a letter addressed to all office to all branches/departments

—  Is drafted in such a way that the information is useful and understandable

—  Purpose is to circulate information  to the entire organization/department

—  Inviting office staff to a party/installation of card punching machine in the office

Example:

ABC Limited

New Delhi

Circular number HR/09/2008/5                                              Date 06-09-2016

To all the employees

A four –hour computer –training program is arranged for all the employees on 25-09-2008,Sunday,in the office premises. The program will start at 10 A.M . All the employees are required to attend the program .

                                                                                                Sd/-

                                                                                               Rajesh Sethi

                                                                                               Human Resource manager