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BUSINESS COMMUNICATION SKILLS

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ISO 9001:2008

N.P.R. COLLEGE OF ENGINEERING & TECHNOLOGY N.P.R. Nagar, Natham - 624 401, Tamil Nadu, India.

AN ISO 9001:2008 Certified Institution (Approved by AICTE, New Delhi, Affiliated to Anna University, Tiruchirappalli)

No. : 04544 - 291333, 291334, 245422, 245423 & Fax No.: 04544-245392, 93 Website: www.nprcet.org, www.nprcolleges.org E-Mail: [email protected]


Miss. VMS.Sumathy, B.Sc., M.B.A., Lecturer

Department of Management Studies, N.P.R. College of Engineering and Technology,

Natham Tk, Dindigul Dt.

http://www.nprcet.org/

http://www.nprcolleges.org/

mailto:[email protected]


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COMMUNICATION SKILLS

LT P C

3 0 0 3

UNIT – I COMMUNICATION IN BUSINESS 9

Importance and Benefits – Components – Concepts & Problems – 7C‘s – Barriers to Communication –

Interpersonal Perception – Johari Window – Transactional Analysis

UNIT – II NON-VERBAL AND INTERCULTURAL COMMUNICATION 9

Importance of non-verbal communication - personal appearance - facial expressions movement posture–

gestures - eye contact –voice - beliefs and customs- worldview and attitude.

UNIT – III ORAL COMMUNICATION 9

Listening - types and barriers to listening - speaking - planning and audience awareness - persuasion-

goals - motivation and hierarchy of needs - attending and conducting interviews participating in

discussions, debates - and conferences - presentation skills

UNIT – IV BUSINESS CORRESPONDENCE 9

Business letter - principles of business writing- memos -e-mails – agendas- minutes- sales letter-

enquiries- orders- letters of complaint- claims and adjustments- notice and tenders – circulars letters of

application and résumé.

UNIT – V BUSINESS PROPOSALS AND REPORTS 9

Project proposals- characteristics and structure- Project reports – types- characteristics- structure - Process

and mechanics of report writing- visual aids- abstract - executive summary recommendation writing-

definition of terms.

TOTAL: 45 PERIODS

TEXTBOOKS

1. Murphy, Herta, Herbert W Hildebrandt, and Jane P Thomas, Effective Business Communication.

7th ed. Tata McGraw-Hill, New Delhi.

REFERENCES

1. Raman, Meenakhshi, and Prakash Singh, Business Communication. O U P, New Delhi,2008.

2. Guffey, Mary Ellen., Business Communication: Process and Product. 3rd ed. Thomson and

South-western, 2004.

3. Lesikar, Raymond V., John D Pettit, and Mary E FlatlyLesikar‘s, Basic Business

Communication, 10th ed. Tata McGraw-Hill, New Delhi, 2007.

4. Bovee, Courtland and John V Thill, Business Communication Today, 8th ed. Pearson Education,

New Delhi, 2008.


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UNIT I

COMMUNICATION IN BUSINESS


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UNIT – I COMMUNICATION IN BUSINESS

Importance and Benefits – Components – Concepts & Problems – 7C‘s – Barriers to Communication –

Interpersonal Perception – Johari Window – Transactional Analysis

INTRODUCTION

“To analyze, optimize and automate business communication process”

-Nicole Wang

Communication is the process by which we exchange meanings, facts, ideas, opinions or

emotions with other people. The word ‗communicate‘ has been derived from the Latin word

‗communicare‘ that means to ‗share‘ or ‗participate‘.

BUSINESS COMMUNICATION

According to Scott, ―administrative communication is a process which involves the transmission

and accurate replication of ideas ensured by feedback for the purpose of eliciting actions which will

accomplish organizational goals‖.

FUNCTIONS OF COMMUNICATION

Control

Motivation

Emotional Expression

Information

IMPORTANCE TO EFFECTIVE COMMUNICATION

Growth in the size of organizations

The people working in these organizations may be spread over different states of a

country or over different countries.


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Growth of trade unions

No management can be successful without taking the trade unions into confidence

Growing importance of human relations

Workers have their own hopes and aspirations. Management has to recognize them above

all as sensitive human being and work towards a spirit of integration with them

Public relations

Every organization has a social responsibility, specially towards customers, government,

suppliers and the public at large.

Advances in behavioral sciences

Modern management is deeply influenced by exciting discoveries made in behavioral

sciences like psychology, sociology, Transactional Analysis etc.

Technological advancements

The world is changing very fast, owing to scientific and technological advancements.

Motivation and morale

Communication plays and important role in inspiring people to work hard and in

fostering positive attitudes.

Corporate image

Communication is indispensable for every organization to develop and maintain

reputation or goodwill in society.

ELEMENTS OR COMPONENTS OF COMMUNICATION


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FUNDAMENTALS TO COMMUNICATION

Direction:

Downward

Upward

Crosswise

Networks:

Formal vs. Informal

PROBLEMS TO COMMUNICATION

• Communication problems happen when:

– Communication fails to happen (purposefully or accidentally)

– Communication is misinterpreted

– Communication is unclear


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– Communication contains incorrect data, information, or knowledge

– Communication leads to incorrect action

• Unethical behavior on the part of sender or recipient

• Wrong channel(s) is chosen for communication

• Environmental pressure to not communicate or to communicate only in certain ways

REASONS TO PROBLEMS

• Information is presented in confusing or misleading ways

– Bad visuals

– Poor document design

– Obfuscator language

• Action is taken on incomplete or missing information

• Information is ―leaked‖ outside of its context

DEALING WITH PROBLEMS

• Fix the immediate problem that has been caused by poor communication

• Take steps to get correct information to all parties

• Issue appropriate statements (as necessary)

• Identify the source of the problem

• Identify the causes of the problem

• Create or revise communication protocols to avoid a repeat of this problem

HOW TO PREVENT PROBLEMS TO COMMUNICATION

• Have clear protocols for communication

• Practice reflective listening and feedback

• Create an open communication climate

• Design visuals that clearly represent data

• Design documents that are easy to read

• Use clear and unambiguous language

BARRIERS TO COMMUNICATION

Noise

Lack of planning

Semantic problems

Cultural barriers

Wrong assumptions

Poor listening

Goal conflicts

Offensive style

Socio-psychological

Emotions

Selective perception

Filtering

Information overload

Poor retention


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Insufficient period for adjustment

Loss by transmission

HOW TO OVERCOME BARRIERS?

Overcoming perceptional barriers

Effective Listening

Create synergistic environment

Convey emotional contents of the message

Use appropriate language

Use proper channel

Encourage open communication

Ensure two-way communication

Make best use of body language

INTRAPERSONAL COMMUNICATION

Communication occurring within the mind of a person

TWO IMPORTANT FACTORS

Internal stimuli

Person‘s motives

Attitudes

Self concept

External stimuli

Events, objects, persons outside the individuals

Perceptions, feelings and meanings

Four state of consciousness

Walking state

No control

Self-remembering or self-consciousness

Enlightenment

INTERPERSONAL COMMUNICATION

Communication among two or more person

Theories of interpersonal communication

Transactional analysis

Johari window

TRANSACTIONAL ANALYSIS

TA synthesis the interpersonal behavior by looking at both the internal states

of an individual and his external behavior towards others

Eric Berne developed it as a method of examining transactions or social

intercourse and determining which part of the multiple natured individual is

activated as parent, adult and child


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Ego states

Parent

A person acts and speaks like elders (parents) setting norms,

making moral judgments, controlling and nurturing others.

Adult

A person gives factual information in logical, calculated,

quiet and dispassionate way. Here his behavior is like an

adult solving problem or making decision in a rational way.

Child

The person acts in impulsive and emotional way. His behavior

Natural child may be expression of joy, excitement, anger or rebellion

Little professor may be intuitive or creative

The adapted child may be in compliance with the demands of authority


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JOHARI WINDOW

The Johari Window is model of interpersonal interaction.

Each of us can be represented by a window.

Known to Self Not Known to Self

Known to Others Open Blind

Not Known to Others Hidden Unknown

The "open" window represents things I know about myself and that you also know about me.

This corresponds to the win-win situation in game theory, because when we have certain

knowledge in common, our friendship is more valuable.

The "hidden" window represents things that I know, but that you don't know about me. When I

reveal information about myself, it goes into the open window, potentially increasing the value of

our relationship. But there is a risk, depending on the kinds of information revealed.

The "blind" window are things that you know about me, that I don't know about myself. By my

taking the risk to reveal a personal problem, you may be able to provide insights that I am not

aware of myself, thereby helping me.

The "unknown" window represents things I don't know about myself and you don't either.

Initially, in a relationship, this is the large window, because we don't know anything about each

other

PART A

1. Define the term ―Communication‖?

2. Define the term ‗Business communication‘?

3. Explain the process of communication, giving examples?

4. Explain the components of communication?

5. Effective communication has always been essential for success in business. Explain the statement

in detail?


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6. Why is communication so important to an organization? How does it relate the organization to

the outside world?

7. Explain the barriers to communication?

8. How to overcome the barriers to communication?

9. What is transactional analysis?

10. Define intrapersonal communication?

11. Define interpersonal communication?

12. Explain fundamentals to communication?

13. Explain the importance to communication?

14. What do you mean by Johari Window?

15. Differentiate between Interpersonal and Intrapersonal communication?

PART B

1. Explain in detail the components of communication?

2. Effective communication has always been essential for success in business. Explain the statement

in detail?

3. Why is communication so important to an organization? How does it relate the organization to

the outside world?

4. Explain the barriers to communication?

5. How to overcome the barriers to communication?


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UNIT III

NON VERBAL COMMUNICATION

AND

INTERCULTURAL

COMMUNICATION


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UNIT – II NON-VERBAL AND INTERCULTURAL COMMUNICATION

Importance of non-verbal communication - personal appearance - facial expressions movement posture–

gestures - eye contact –voice - beliefs and customs- worldview and attitude.

INTRODUCTION

As it has been said in the very beginning communication is a process in which people exchange

messages/meanings through mutually understood signs/ symbols.

VERBAL COMMUNICATION

The word ‗verbal‘ means ―connected with words and the use of words‖.

Human beings are the only species gifted with the use of words that makes language

Words are the most accurate and powerful set of symbols.

That is why it is observed that all serious or formal communication is in words.

Spoken communication or the communication employing speech is known as oral communication


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ORAL COMMUNICATION

As speech comes before writing it is worthwhile to take up oral communication before written

communication.

Man learns to speak much before writing

In the same way, in an organization people speak much more, before writing.

In fact speech, or oral use of language, acts as the first binding factor between one person and

another.

That is also the reason why communication becomes conversational in nature.

ADVANTAGES

It provides immediate feedback to the participants in the communication event.

It is time-saving.

Builds up a healthy climate in the organization.

Becomes an effective tool of persuasion.

It is also very economical.

Opportunity for the speaker to correct himself.

The speaker enjoys the advantages of understanding the group he is addressing.

LIMITATION

May not always be time-saving.

Cannot always be retrained in the listener‘s memory.

Do not have legal validity.

May lead to misunderstanding.

The length of the new message may pose a problem.

LISTENING AS A COMMUNICATION TOOL

Any discussion of oral communication is incomplete without considering

listening as a communication tool.

Speaking and listening, listening and speaking go hand in hand.

No oral communication can be effective without proper listening.


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EFFECTIVE LISTENING

All listening is not of the same type, it varies depending upon the context,

the purpose, the speaker and the listener.

While listening we must discriminate, evaluate, appreciate, and react.

o Discriminative listening

o Evaluative listening

o Appreciative listening

o Empathic listening.

IMPORTANCE OF LISTENING

Frequent activity of the human being as well as an important event in the communication process.

Listening skill plays a vital role in the career success, whether as a general manager, sales person,

personnel manager etc.

The misunderstandings are a rule rather than exception mostly because of poor listening, neutral

words, attempting to communicate positive message can convey negative and opposite message,

if the listener possess wrong perceptions and prejudices.

Proper listening assures the speaker that the listener is sincere and can be trusted.

Listening is so intimately related to listening that one may almost say: No listening No learning.

TYPES OF LISTENING

Pretending listening

o Pretending through facial expression that communicated message is listened.

Selective listening

o Selecting the desired part and ignoring the ‗undesired part of the message.

Attentive listening

o Paying attention on the words that are being spoken rather than understanding the head

and heart of the person speaking.

Emphatic listening

o Listening not only through ears but also through eyes and heart.

Listening for mutual creativity

o Listening for creativity not only smoothes but accelerates the

understanding process through communication of hearts and minds.

Intuitive listening

o Intuitive listening like listening for mutual creativity is higher form

of listening.

o It means listening through intuitive mind by silencing the other internal dialogues goes

simultaneously

BARRIERS TO EFFECTIVE LISTENING

Hearing problem

o Hearing deficiency interrupts in the way of listening

Rapid thought


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o The speaker talks about 125 words per minute leave ample idle time for the mind to

wander to other matters than concentrating on the speaker‘s message.

Overload of message

o Difficult for the brain to digest the overloaded message.

Egotism

o Is self-centered attitude eg: ―myself is always right‖

Perceptions

o Perceptions are selective and limited. We do not listen to what the other is saying but

what we want to listen.

Faculty assumptions

o Only sender‘s responsibility to communicate effectively.

o Listening is basically a passive activity in which the receiver is a sponge quietly

absorbing the speaker‘s thoughts.

Cultural differences

o Employ people from different countries, creeds and communities with different cultural

background.

Lack of training

o Listening seems natural like eating, breathing or sleeping.

o But effective listening requires great hard work, patience of sitting

passively-alert and absorbing other persons‘ words with suspension

of judgment for time- being.

HOW TO MAKE LISTENING EFFECTIVE

Stop talking as you cannot listen during effective.

Watch and witness your body and mind to ensure that you are free from negative emotions, which

may interrupt the listening process, and you are feeling released and revitalized.

Free your mind from presumptions and preconceived ideas by being aware of them.

Avoid any external distraction if there is any like playing of T.V or radio, noise in the near by

place, attending somebody else, etc.

Be patient and allow the talker sufficient time to clarify his point. Do not interrupt him

Suspend the judgment for the time being to avoid premature evaluation and judgment.

Be careful that your listening is not selective and partial, but total and deep.

Put the talker at ease with smiling face and sweet words, so that he can communicate frankly and

fearlessly.


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NON-VERBAL COMMUNICATION

Sign language

There are vast range visual and audio signs outside the gamut of words.

Regarding the use of visual elements a Chinese proverb says

“ A picture is worth a thousand words”.

VISUAL SIGNS

An organization can, often does, make a very profitable use of visual signs like posters, drawings,

photographs, cartoons, caricatures, statues etc., to convey message for general information/

educational purposes.

Maps and diagrams are indispensable in books of geography, science, economics, and history and

very often in presentations.

A larger number of visual, signs/symbols speak a universal language understood by people all

over the world. For example, anybody anywhere can recognize the sign for a telephone booth, or

a ‗gents/ladies‘ toilet, no smoking, or a factory.

ADVANTAGES

Easily convey the message in visual terms.

Communication interesting and motivate viewer.

Useful for illiterate workers

Effective way of advertising.

AUDIO/SOUND SIGNALS


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The modern world of business has conveniently adopted them. In olden times

drum beating are used by people living in jungles to sound an alarm or to tell

the people to gather at some place still used in modern times to mark different

occasions like an important announcement or to tell the people to assemble at

some place.

There are various kinds of alarms like fire alarm, accident alarm, air raid or

assault alarms, VIP motorcade alarm, and machine breakdown alarm and so on.

Different kinds of sirens, hooters, buzzers, whistlers etc, are used for these purposes. The main

idea is to caution the listeners and make him to take the right step.

A clock or watch alarm makes us aware of our time and programme our schedule.

ADVANTAGES

Very quick in conveying the intended message.

Useful in time management.

Streamline the working of the organizations.

BODY LANGUAGE

Body plays the most important role a serious study the way body communicates

This branch of study is known as ‗Kinesics‘ which means ‗body movement‘.

EXPRESSION OF OUR FEELINGS AND STATUS

Human body and its various parts play an important role in communication.

It must be noted, though it is known to almost all, that all our body movements, gestures, postures

etc., guided by our feelings and thought processes.

The nodding of our head, blinking of our eyes, waving of our hands, shrugging of our shoulders

etc., are expressions of our thought and feelings.

Regarding the importance of ‗body language‘ it has been observed that we may play fast or loose

with words, but our body speaks out the truth.

HEAD

In any face-to-face communication or meeting or interview the way we hold our head is very

important.

There is an old saying ‗hold your head high’.

It is a sign of honor and self respect, confidence and our

interest in the person before us

A head bent low shows drawn too far backwards or stiffly

held modesty, politeness or diffidence and head drawn

too far backward or stiffly held straighten up indicates

pride.

Head jerks indicate rejection or agreements, depending

upon the context and the personality of the person.


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FACE

It has been said that ‗the face is the index of the mind’. Whatever we feel deep inside is reflected

on our face. Every facial muscle is an instrument of communication and plays an important role

in face-to-face communication.

The lines of our forehead, the eyebrows, the muscles of our cheeks, our lips-in a smile or in

surprise all these speak louder than words.

EYE CONTACT

Eye contact is of paramount importance in face-to-face communication.

The eyes, along with the eyebrows, eyelids and the size of pupils communicate our deepest

feelings.

GESTURES

Movements of our arms, legs, hands, torso and head are called gestures. And gestures also

communicate very meaningfully.

A forefinger and a thumb touching to form a circle stand for ‗OK‘.

BODY SHAPE AND POSTURE

Our body shape and posture affect the way we think about ourselves, how we relate to others and

others relate to us.

Body shapes may be thin and tall, athletic and muscular or fat and round.

We cannot do much about our body, but whenever needed we can try to make the best possible

impression.

INTERCULTURAL COMMUNICATION

A situated communication between individuals or groups of different linguistic and cultural

origins.

– content

– competence

CONTENT

– Autonomous courses – theoretical, not necessarily linked to languages

– Cases of courses with:


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• theory, practice, relationships between language-related aspects and language-

independent aspects

COMPETENCE

– Knowledge of language(s) and of the context

– Skills to express oneself in language appropriate to rhe context concerned

– Attitudes to deploy these skills

FOCUS

The acquisition of skills and human attributes likely to enhance intercultural communication is

reviewed exclusively as a component of language programmes.

INTERCULTURAL COMPETENCE

– knowledge

– skills

– attitudes

7 SIGNIFICANT ISSUES

1. IC‘s relationship with language itself,

2. Its integration into language teaching pedagogy

3. Its identification or otherwise with nationhood,

4. Its link with personal identity,

5. The psychological principles underpinning the formation of attitudes and stereotypes,

6. The disciplinary structure of higher education (HE) in different countries and institutions,

7. More general economic and cultural aspects of academic environments, internal and external, in

which learning takes place.

PART A

1. Write the importance on Non-verbal communication?

2. What is non-verbal communication?

3. Define the term sign language with its example?


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4. Differentiate between audio and visual sign in non-verbal communication?

5. What is meant by Inter-cultural communication?

6. What are the significant issues to Inter-cultural communication?

7. Look around in your institution and make a list of visual and audio signs there. Write a short note

on each of them?

8. What do you mean by body language? Discuss its various aspects in detail?

9. Write a note on the saying, ―The face is the index of the mind‖.

10. Write short notes on eye contact

11. Write short note on grapevine

12. What do you mean by stiff standing body position

13. Write a note on ―Time is Money‖.

14. Differentiate posture and gesture?

15. Write on note on the use of sound signals clearly distinguishing the different kinds and uses?

16. Discuss the use of at least two examples of sign language?

17. What do you mean by nodding?

18. Differentiate Verbal and Non-verbal communication?

19. How Non-verbal communication is effective?

20. Determine the factors influencing non-verbal communication?

PART B

1. Write short notes on

a. Eye contact

b. Nodding

c. Stiff standing body position

d. Constant gaze

2. Write a note on the saying, ―The face is the index of the mind‘.

3. Explain inter cultural communication with examples?

4. Write the importance of verbal and non- verbal communication?

5. Write a note on the use of sound signals clearly distinguishing the different kinds and uses?


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UNIT III

ORAL COMMUNICATION


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UNIT – III ORAL COMMUNICATION

Listening - types and barriers to listening - speaking - planning and audience awareness - persuasion-

goals - motivation and hierarchy of needs - attending and conducting interviews participating in

discussions, debates - and conferences - presentation skills

ART OF SPEAKING

“Talking and Eloquence are not the same; to speak and to speak well are two

things.”

-Ben Jonson

PURPOSE OF THE SPEECH

• Informative Speech

– The purpose of an informative speech is to teach the audience a small but useful tidbit of

information

– E.g. Mount Kinabalu was designated as the world heritage sight.

• Persuasive Speech

– The purpose is a persuasive speech is to change people's minds or behavior about

something.

– E.g. Don‘t Drink and Drive

• Special Occasion Speech

– is an emotional speech that marks a major event or rite of passage

– Sample of SOS are;

• Welcoming speech,

• Introductory speech,

• Inauguration Speech, and

• Entertainment Speech

CHARACTERISTICS OF SPEECH

• CLARITY

• LENGTH

• INFORMATIVE


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• APPEAL

• WAVELENGTH

• INFORMAL

• CONCRETE FACTS

HOW TO MAKE SPEECH EFFECTIVE?

IN THE BEGINNING OF THE SPEECH

• Raising a Question

• Narrating a related interesting story

• Opening with a striking quotation

• Telling how the topic affects the vital interests of the audience

• Highlighting the shocking facts

DURING SPEECH

• Put one‘s heart into the talk

• Stress the important words

• Vary the pitch of voice

• Maintain eye contact

• Speak loudly

AT THE END OF THE SPEECH

• Summarize

• Appeal for action

• Pay compliment

• Raising a laugh

• Quoting a verse of poetry

• Using a biblical quotation

• Building up a climax


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PLANNING AND AUDIENCE AWARENESS

THE AUDIENCE

• An audience is a group of people who participate in a show or encounter a work of art, literature,

theatre, music or academics in any medium.

• Audience members participate in different ways in different kinds of art; some events invite overt

audience participation and others allowing only modest clapping and criticism and reception.

• Age, gender, race

• Academic or Non-academic

• Hostile, Neutral, Un-uniform or supportive

• Large group or small group

THE SENSE OF AUDIENCE

There‘s no excuse for boring your audience. Try to put then first and always keep them in your

mind when you prepare your speech.

Ask friends for feedback. Try to see yourselves as others see you. (Watch or listen to yourself in

video/ audio recording)

Show enthusiasm. Don‘t look and sound dull. Practice helps to overcome nervousness

Look confident by standing straight and being well prepared; it‘s natural to feel a bit nervous, but

work on mastering/ controlling the feeling.

LOGISTICS

• Sound System

• Visual Aids System

• Climate Control

• The Stage

• Seat Arrangement

• Exits and Entrance

• Rest Rooms

• Drinks, Snack Bar

CHARACTERISTICS THAT MAKE AND EXCELLENT SPEAKER

– Confidence

– Use Your Voice and Body Effectively

– Art of Storytelling

CONFIDENCE

◦ Content

◦ Organization

◦ Newness

◦ Friendliness

◦ Impression

◦ Dedication

◦ Empathy

◦ Notes

◦ Conviction

http://en.wikipedia.org/wiki/Person

http://en.wikipedia.org/wiki/Show

http://en.wikipedia.org/wiki/Work_of_art

http://en.wikipedia.org/wiki/Literature

http://en.wikipedia.org/wiki/Theatre

http://en.wikipedia.org/wiki/Music

http://en.wikipedia.org/wiki/Academic

http://en.wikipedia.org/wiki/Media_(arts)

http://en.wikipedia.org/wiki/Participation

http://en.wikipedia.org/wiki/Clapping

http://en.wikipedia.org/wiki/Criticism

http://en.wikipedia.org/wiki/Reception


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◦ Enthusiasm

INTRAPERSONAL COMMUNICATION

• Positive Self Talk

– Be your biggest cheerleader

– Believe in yourself

– Think of yourself in a positive light

USING YOUR VOICE AND BODY LANGUAGE

The speed at which we speak

• What is wrong with speaking . . .

– Too slowly?

• Bores the audience

– Too fast?

• Hard to understand, run out of breath

PITCH

• The vocal notes that you hit while speaking—the highs and lows of your voice

• Do not speak in a monotone—it bores your audience

VOICE INFLECTION

• Altering your pitch to help bring attention and emphasis to what you are speaking

– I think that you are the best.






PROJECTION AND VOLUME

• The loudness or softness of your voice

• Be sure to adapt your volume level to the situation or environment

• Alter your volume level when telling a story to add drama

ARTICULATION

– The crispness, the distinctness, with which we say the syllables in a word

PRONOUNCIATION

– Saying the sounds of a word properly and stressing the correct syllable.

BODY LANGUAGE

• Eye Contact

– Establish eye contact with the audience frequently

• Poise


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– Show your audience how confident you are

• Hand Gestures

– Use to enhance your speech, not as a way to calm your nerves!

SPEECHES TO MOTIVATE

What is motivation of employees?

MASLOW’S HIERARCHY NEED FOR MOTIVATION

ALBERT EINSTEIN‘S EQUATION

E = mc²

Ken Blanchard advocates

“Enthusiasm equals mission times cash and congratulation”.

DO’S AND DON’TS

DO‘s

Maintain god eye contact with ALL of the audience – move your head to include everyone

Use small index cards as cue cards/ prompts

Pause appropriately; give the audience time to digest your points; emphasize key words and

phrases; aim for stress timed delivery, not syllable-timed

Pay attention to diction ; remember to articulate final consonant sounds

DONT‘s

Read direct from your notes all the time

Use excessive gestures, fidget, play with your hair/ tie etc. as this can be very distracting

PRESENTATION SKILLS


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“Most people are more deeply influenced by one clear, vivid, personal

example than by an abundance of statistical data.”

Eliot Aronson, Social Psychologist

KINDS OF PRESENTATION

• Monologue Presentations

Speaker speaks without interruption.

• Guided Discussions

speaker presents the questions or issues

• Sales Presentations

convince the audience for buying the products or service or

accepting the new idea.

PURPOSE

Oral presentations have the following three basic purposes

• To inform.

• To persuade.

• To build goodwill.

Key to presentation excellence

Planning think the whole process through

Objectives

Occasion

Audience

Preparation

Draw up an outline

Decide on visual aids, handouts

Actual presentation content(central theme, straightforward, Anticipate questions)

Practice and more practice:

perfecting the delivery, well-timed, comprehensible, convincing

Be prepared:

plan for back-up

do a go-see

Show enthusiasm

Giving effective presentation

Strategy

Specific purpose

Audience expectation

Analyzing audience

Deciding time, location, manner


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Structure

What is to be told

Then it is told

What has been told

Support

White boards

Handouts

Flip charts

Overhead projector

35mm slider

LCD projector

Video tapes

Speech

Manuscript

Memorized

Extemporaneous

Impromptu

Visual elements

Verbal elements

Vocal elements

Structuring Your Presentation

Every presentation has the following:

Introduction

Main Points

Conclusion

The Introduction consists of three objectives:

Get the attention and interest of the audience

Reveal the topic of the presentation

Establish the credibility of the speaker

Get Their Attention

State the importance of the topic

Question the audience

Begin with a quotation

Tell a story

Structuring Main Points

Order is extremely important for both clarity and persuasiveness

There are different kinds of order:

o Chronological: time pattern

o Spatial: directional pattern

o Causal: cause-effect relationship

o Topical: divided into subtopics

Order is extremely important for both clarity and persuasiveness

There are different kinds of order:

o Chronological: time pattern


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o Spatial: directional pattern

o Causal: cause-effect relationship

o Topical: divided into subtopics

CONCLUSION

Closing remarks reinforce the Main Points

The conclusion always has two major functions:

o Lets the audience know the presentation is ending

o Reinforces the understanding of the central idea

Do not be abrupt

Reinforce the Central Idea

Summarize by restating the Main Points

End with a quotation

Make a dramatic statement

Refer back to the introduction

Methods to Signal the End

Simple statements

o ―In conclusion . . .‖ or ―Before we wrap up…‖

Ask for questions

o ―Is there anything that I haven‘t covered?‖

Thank your audience

o ―You‘ve been great‖

Leave

o Don‘t have multiple conclusions!

Creating Supporting Materials

Alone, main points are only assertions

Supporting materials give meaning

Supporting materials relate to critical thinking

Research to find supporting materials

What makes a talk poor?

• Little/no eye contact

– No engagement with the audience

• Mumbling

– Often because not engaging with audience

• Reading from a paper

– Too fast, monotone

• Little/no structure

– Lack of clarity

• Too much information

• Bad visual aids


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DEALING WITH NERVES

Be prepared

– Plan and rehearse

– See ‗dealing with nerves‘ box

– See handy check list

• Deep breathing!

– May sound naff, but it works

• Engage with your audience

– Makes you feel more relaxed

– See ‗engage with your audience‘ box

PRESENTING AS A PART OF ATEAM

• Plan talk together

• Set responsibilities

• Structure talk

– Intro – sections - conclusion

– Ensure everyone will speak

• Smooth links between speakers

– Someone to introduce talk and

– Introduce next topic & speaker

– Someone to conclude

• Your talk must HANG TOGEGTHER

The Message

A presenter is sending multiple messages:

Presentation

Body language

Appearance

Tone of voice

Gestures

Facial expression

Eye contact

The Channel

The channel is the means by which a message is communicated.

One-on-one conversation is the most direct channel for an individual.

Public speaking is the most direct channel for groups of individuals

The Situation

The situation is the time and place in which the presentation occurs

Certain occasions require certain kinds of presentations

Physical setting is very important

Adjusting the situation of a presentation is simply doing conversation on a larger scale.


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FACTORS AFFECTING PRESENTATIONS

Audience analysis

Communication environment

Personal appearance

Use of visuals

Opening and closing of presentation

Language and words

Quality of voice

Body language

Answering questions

GROUP DISCUSSION

• Group Discussion is a modern method of assessing

student personality.

• It is both a technique and an art and a comprehensive tool

to judge the worthiness of the student and his

appropriateness for the job.

• The term suggests a discussion among a group of persons.

• The group will have 8 & 12 members who will express

their views freely, frankly in a friendly manner, on a topic

of current issue.

• Within a time limit of 20 to 30 minutes, the ability of the members of the group is measured.

PREREQUISITES OF A GROUP DISCUSSION

• Topics given by panelists

• Planning and preparation

• Knowledge with self-confidence

• Communication skills/ power of speech

• Presentation

• Body Language and personal appearance

• Being calm and cool

• Extensive knowledge base related to state, country and globe.

• Areas are politics, sports, science &trade commerce, Industry and Technology, MNC, etc.

• Analyze the social, economical issues logistically.

• Listening skills

• Co-operation.

TYPES OF GROUP DISCUSSION

• Factual Topics

– The education policy in India


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• Controversial Topics

– Women make better managers

• Abstract Topics

– Children are …….,

• Case based Topics

BENEFITS OF GROUP DISCUSSION

• Stimulation of thinking in a new way.

• Expansion of knowledge

• Understanding of your strength and weakness.

• Your true personality is revealed and qualities of leadership crystallize

• provides chance to Expose

• Language skills

• Academic knowledge

• Leadership skills

• people handling skills

• Team work

• General knowledge

ESSENTIAL ELEMENTS OF GROUP DISCUSSION

• Initiating a discussion

• Possessing requisite knowledge

• Communicate effectively

• Role of body language

• Maturity and mutual respect

• Making an impact

• Technique of interruption

• Reaching consensus

SALIENT FEATUES OF GD

• Topic may be given to judge your public speaking talent.

• Discussion revolves around a specific subject.

• The examiner does not interfere once he announced the topic.

• Maintain cordiality and free expression of thought and opinion.

DO’S IN GROUP DISCUSSION

• Appropriate to the issue.

• Make original points & support them by substantial reasoning.

• Listen to the other participants actively &carefully.

• Whatever you say must be with a logical flow, & validate it with an example as far as possible.

• Make only accurate statements.

• Modulate the volume, pitch and tone.

• Be considerate to the feelings of the others.

• Try to get your turn.


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• Be an active and dynamic participant by listening.

• Talk with confidence and self-assurance.

DON’T’S IN GROUP DISCUSSION

• Being shy /nervous / keeping isolated from G.D

• Interrupting another participant before his arguments are over

• Speak in favor ; example: Establish your position and stand by it stubbornly

• Changed opinions

• Don‘t make fun of any participant even if his arguments are funny

• Don‘t engage yourself in sub-group conversation.

• Don‘t repeat and use irrelevant materials.

• Addressing you to the examiner.

• Worrying about making some grammatical mistakes, for your interest the matter you put across

are important.

IMPORTANT POINTS IN GD

• Be assertive: An assertive person is directing, honest

careful about not hurting others ‗self-respect‘.

• A patient listener: listening to another person is one way

of showing appreciation.

• Right language: Words can make friends & right words at

the right time make the best results.

• Be analytical and fact-oriented: It is necessary to make

relevant points which can be supported with facts and

analyzed logically.

SUGGESTION FOR EFFECTIVE GD

• Never try to bluff.

• Practice group discussion with friends on different subjects.

• Remember! Speech is a powerful weapon.

TOPICS OF IMPORTANCE FREQUENTLY ASKED

• Is India Shining

• Mobile phones / Internet – a boon or nuisance

• Students focusing on software industry-good or bad

• Child marriage

• India 2020

• Daughters are more caring than sons

• Influence of western culture in Indian Universities

• Influence of computers in medical sciences


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DEBATES

Always remember

“Speakers are not born, they are

made”

BENEFITS OF DEBATING

• Cultivates quick and multi-dimensional, logical thinking.

• Enhances the ability to develop reasoned opinions.

• Gives a better understanding of the current events and the world around us.

• Improves self-confidence, speaking style and command of language.

• Enriches your overall leadership qualities.

GOOD DEBATERS POSSESS

• Good knowledge of current issues.

• Ability to generate ideas.

• Ability to think critically and logically.

• Ability to present the ideas systematically.

• Ability to handle culturally diverse and challenging situations with great ease and to one‘s their

(own) enjoyment.

IFFERENT FORMATS OF DEBATES

• Good knowledge of current issues.

• Ability to generate ideas.

• Ability to think critically and logically.

• Ability to present the ideas systematically.

• Ability to handle culturally diverse and challenging situations with great ease and to

one‘s their (own) enjoyment.

• Royal Malaysian/ Asian

• 3 members to a team

• POIS are allowed.

• British Parliamentary (World Debates)

• 2 member to team and 4 teams in a debate

• POIs are allowed

A DEBATE IS DISCUSSED ON THE BASIS OF

1. Matter: What you present (i.e. the content)

2. Manner: How you present (i.e. the style)

3. Method: Organisation/ structure of your presentation.


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INTERVIEW SKILLS

Interview is a social process, which involves interactions between two persons- the interviewer and the

interviewee. It gives a chance to the interviewer to have a glimpse of the inner traits and qualities of the

interviewee.

BEFORE THE INTERVIEW

Research the company

Determine location of interview – or prepare for a phone interview

Prepare your attire

Make sure your resume is ready for further inspection (same applies to your ePortfolio)

THE THREE P’S - PREPARATION

Know Your Product (a.k.a. YOU)

Complete a Self-Assessment

– Strengths, weaknesses, academic performance, career interests, personal goals, work

experiences, and special skills

Know your Resume

Know how your qualifications can benefit the employer (match them to the job description)

Be able to articulate this information and back it up with specific examples

Know your customer, services, etc.

Read employer literature & visit the organization‘s website

Speak with recent graduates or second year MSI‘s who have recently been through the interview

process

Preparation is everything!

Understand the job, the organization, and where you fit

Review the job description

Anticipate the questions

Research and set your salary range

Prepare questions to ask the interviewer

Practice, practice, practice

PRACTICE

Be concise


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Strive for poise

Be clear

Be specific

– Use examples

– Tell stories

AT THE INTERVIEW

The Introduction

The Interviewer Background

The Discussion

Ask Questions

The Close

PERFORM

Be alert, friendly, and courteous

Maintain good eye contact

Be positive about yourself

Be confident, but not cocky

Act natural and be yourself

Be honest

Send the right behavioral signals

Communicate carefully

Participate, don‘t dominate

Be enthusiastic

Sell yourself and your strengths

Be conscious of your personal grooming

Your goal is to look professional!

Your goal is not to look trendy or hip

Business Attire vs. Business Casual

Know the organization‘s culture

Arrive on time – or ten minutes early

Bring two copies of your resume and other applicable

information

Make a good first impression

Make a good last impression

Don‘t let them doubt your interest in the position

DECISIONS ARE MADE EASILY

Usually within the first 5 minutes!

You must IMMEDIATELY convey confidence (attire, handshake, eye contact, body language is

important!)

START STRONG, END STRONG! AFTER THE INTERVIEW


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Relax, but learn from the experience

Keep a log

Send a Thank You note

– E-mail is acceptable

– Written note stands out!

– Professional vs. personality

Stay in pursuit - follow up with the recruiter

Be patient

Don‘t wait too long

INTERVIEW QUESTIONS

– The questions are about you, so don‘t get caught up with stories about other people or extraneous

details

– You are the expert on yourself

– Open-ended beginnings are your opportunity

– There is a perfect answer to the salary question

– Be ready for inappropriate questions

– Technical questions might arise

– Know your resources for determining these ahead of time

– Prepare a few questions of your own

TYPES OF INTERVIEWS

Employment interview

Orientation interview

Counseling interview

Performance appraisal interview

Grievance interview

Correctional interviews

Exit interviews

Information gathering interviews

TYPES OF INTERVIEW QUESTIONS

o Tell Me About Yourself (a.k.a. Resume Screen)

o Why haven‘t you…? (a.k.a. ―High Stress‖)

o What have you done..? (a.k.a. Behavioral Interviewing)

o What would you do? (a.k.a. Case/Simulation)

o What the #@!*& ….? (a.k.a. Abstract)

TYPICAL INTERVIEW QUESTIONS

Tell me about yourself

Why are interested in this position/ organization?


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What attracted you to this field?

Tell me about your work experience

What qualifies you for this position?

What are you strengths? What is your greatest weakness?

Where do you see yourself in five, ten years?

PART A

1. What do you mean by the word ‗verbal‘?

2. Why verbal communication is regarded as serious?

3. Write a note on the importance of oral communication?

4. What are the limitations of oral communication?

5. Write short notes on the following

a. Listening as a communication tool.

b. Evaluative listening

c. Empathic listening

d. Appreciative listening

6. What are the various barriers in effective listening? How can they be overcome?

7. Explain the characteristics of a good speech?

8. Explain how presentation differ from speeches?

9. Which factor affect the presentation?

10. Design various speech?

11. What is interview? What are the various types of interviews?

12. How information gathering interview is conducted? What are the points that interview or an

interviewee should consider for information gathering interview?

PART B

1. Every successful and effective presentation requires 4-s. explain this statement?

2. Discuss various types of presentations?

3. What are the factors for interviews?

4. What is a letter of appointment? What precautions are taken while drafting it?

5. What should be the behavior of interview during interview?


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UNIT IV

BUSINESS CORRESPONDENCE

UNIT – IV BUSINESS CORRESPONDENCE


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Business letter - principles of business writing- memos -e-mails – agendas- minutes- sales letter-

enquiries- orders- letters of complaint- claims and adjustments- notice and tenders – circulars letters of

application and résumé.

INTRODUCTION

Correspondence means communication by letters on matters of personal, official and business

interest.

TYPES OF CORRESPONDENCE

Personal correspondence

Business correspondence

Official correspondence

PURPOSE AND USES OF BUSINESS CORRESPONDENCE

Ideas can be put more clearly in writing

It becomes a record

It becomes a legal document

It can be used for future reference.

It cut short distance between parties

IMPORTANCE OF BUSINESS CORRESPONDENCE

Correspondence in business activity is an important function

It is only through correspondence the parties in a business come into contact with each other and

conduct a business activity of their choice.

The correspondence helps to bridge the distance and bring people close together as it is also a

cheap and reliable method

It may avoid disputes and quarrels and eliminate litigation.

Development of business further leads to development of a nation, since through better trade, and

more and more commercial and industrial activities, the financial position of a country is

strengthened

It brings people together, businessmen and nations together.

The business will be reduced to nothing if it is unable to do correspondence in an effective and

purposeful manner.

That is why that correspondence is the ―backbone of any business‖.


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BUSINESS LETTERS

Business letters are formal messages following specific formats. They may be addressed to a particular

person or organization. Most of the time business letters are sent outside of your

company.

SO WHEN SHOULD WE WRITE

most formal

Usually sent to someone from a different company than yours, or a different

school, etc.

MEMOS

A memo is a document sent within a company. It is presented in short form, highlighting certain

aspects.


less formal than letters, yet more formal than e-mails

often filed as business correspondence

use short sentences, less formal language,

and bullet points to convey important

information

Contains a header that tells who it is from,

who it is to, the date, and the subject.

E MAIL

An e-mail is a communication sent from one computer to another, usually via a network. It is the

least formal method of written communication within a company.


less formal - written in a conversational style

Sent to your work colleagues or fellow students/professors from the

same school.


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LAYOUT OF A BUSINESS LETTER

Telephone : _______________ Telegr: ―_______________‖

Post Box No : _______________ Telex : ________________

1. Name of Sender

(Details of Business)

Address

____________________

____________________

____________________

____________________

2. Ref : __________________ 3. Date: _____________

4. Inside Address

__________________________

__________________________

__________________________

__________________________

5. Sub: ___________________________

Ref:_________________ (Receiver‘s reference) ______________________

__________________________________________________

6.Salutation _______________________

7.Introductory Para

________________________________________________________________________________________________________

________________________________________________________________________________________________________

_______________________________________________

Main

Body___________________________________________________________________________________________________

________________________________________________________________________________________________________

____________________________________________________

ClosingPara______________________________________________________________________________________________

________________________________________________________________________________________________________

________________________________________________________________________________________________________

__________________________________

8.Complimentary close

Sd/-

(Name)

9.Designation

For: _________________

10. Encl. 1._________________

2._________________

11.Initials of Dictator and Typist

12. Copy to: 1._________________

2._________________

AGENDA

Meaning

Agenda is a document that outlines the contents of a forthcoming meeting. It is usually sent along

with the notice of the meeting. Sometimes agenda is prepared after the circulation of the notice in order to

enable the members to get included in the agenda any item that they would like to be discussed at the

meeting.


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Example: - The next quarterly meeting of the Board of Directors will take place on Monday, 21st October

, 20…. At 5pm, in the conference room

Simco India Limited, Chennai

AGENDA

1. Minutes of the last meeting.

2. Matters arising from the minutes.

3. Financial irregularities in Arichuur branch.

4. Reorganization of work in Chennai branch.

5. Any other business

6. Date of next meeting.

MINUTES

Meaning

Minutes are the official record of the proceedings of a meeting. All organizations, whether commercial or

social, attach great importance to maintaining a proper record of the business transacted at their various

meeting. Once minutes are approved and signed, even a court of law accepts them as evidence of the

proceedings.

OBJECTIVES AND IMPORTANCE OF MINUTES

The main uses of minutes are as follows:

1. Minutes contain a record of the business transacted and decisions taken at a meeting. They serve

as a permanent record for future reference.

2. Minutes serve as a reminder of the actions to be taken to implement the decisions arrived at a

meeting.

3. In case of joint stock companies, law requires maintenance of minutes. The interested parties are

allowed to inspect the minutes.

4. Minutes can be produced as evidence of the proceedings in a court of Law.

5. Minutes help in the efficient conduct of business. If proper minutes are not kept, the decisions

arrived at meeting may be questioned by any member or Auditor and these cannot be proved in a

Court of Law.

DISTINCTION BETWEEN MINUTES AND REPORTS

MINUTES REPORTS

A minute begins with the word ‘resolved’. The word ‗resolved‘ is not written while writing a

report

Minutes are general not written in a narrative

form. They record date, time and place of the

meetings and resolutions passed.

Reports are always written in a narrative form

giving, a historical account of all that was

discussed

Minutes are summarized record of the

proceedings of a meeting.

Reports may be verbatim or summarized.

Approved and signed minutes are accepted by

the courts as evidence

Reports are not accepted by the courts as evidence.

Minutes can be prepared within a reasonable

time after the meeting.

Reports are prepared just after the meeting

Separated minutes have to prepare for each

meeting.

A report may include summarize of more than on

one meeting.

The exact wording of resolutions adopted at the A report need not contain exact wording of the


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meeting must be recorded in minutes. decisions arrived at the meeting.

TYPES OF MINUTES

1. Minutes of resolution

a. In this type of minutes only the resolutions passed at the meeting are recorded

b. It always begin with the words ―Resolved that‖ followed by the exact resolution

2. Minutes of narration

a. In this type of minutes, the resolutions passed at the meeting are recorded.

b. In addition, a brief account of the business discussed and transacted and the voting

pattern are also recorded

c. Minutes of narration are somewhat similar to a report.

CONTENTS OF MINUTES

1. The kind of meeting

2. Date, time and place of the meeting

3. The name of the person in the chair.

4. Name of directors, secretary and persons in attendance

5. Reading and confirmation of the minutes of the last meeting and their signing by the Chairman,

together with any matters arising from the minutes

6. Brief subject heading of each minute with the resolutions adopted

7. Financial statements and reports presented and approved in the meeting. These may be put in the

form of ‗Appendix‘

8. Appointment made, if any.

9. In the case of special resolution, the number of votes for and against.

10. Names of persons dissenting with any resolution passed at the meeting

11. Instructions given by the meeting to the secretary or other officers.

12. Chairman‘s signature and date of verification of minutes as correct.

SALES LETTER or SALES PROMOTION LETTER

A sales promotion letter may be otherwise called a trade circular which is important type of a circular

letter.

A sales promotion letter is written with the following objectives and purposes:

To stimulate sales when it is selling or it is not increasing as per expectations.

When it is intended to convey a change in product or quality or programme.

To offer of new varieties of a product to the present customer or prospective one.

To open-up new markets for an old product or a new product.

The qualities of a sales letter should conform to the AIDA formula.


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ENQUIRY LETTER

A letter of enquiry is written by a prospective buyer to a prospective seller for the purpose of

making enquiry into the terms and conditions for buying a product.

An enquiry letter is primarily of two types:

SOLICITED ENQUIRY

Due to competition, every seller tries to reach prospective buyers directly or even indirectly

Direct contact includes contacts through travelling salesmen and medical representatives, sending

price lists and catalogues etc

UNSOLICITED ENQUIRY

The buyer takes the initiative and contacts the seller


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To make the enquiry, they may collect the names or addresses of the various sellers selling the same

product from the advertisements issues by the various sellers.

QUOTATION LETTER

It is a letter written by a prospective seller to the prospective buyer quoting his various terms and

conditions for the sale of the products with which he deals.

It may contain the following points

Sometimes the quotation may be sent by the seller without an enquiry. In such a situation, it may be

called an offer letter. In government offices, it is called a ‗Tender‘.

ORDER LETTER

After selecting the best seller through the comparative statement, a buyer moves on the next step

namely to buy the product. An order is to be places with the selected seller. A letter containing the order

is prepared and sent to the seller.

An order letter invariably should contain the following terms

1. The name and address of the buyer

2. The order number and date

3. The seller‘s name and address

4. Other specific terms and conditions regarding the transaction which is to take place are

a. Name and quality specification of the products which he wants to buy.

b. Quantity to be bought in each of the product and in each quality

c. Unit price very clearly mentioned along with other terms like FOR, FOB, CIF, etc, if any.


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d. Date of delivery of the goods.

e. The discount rates for both quantity and cash purchases, if any

f. Packing, transportation and delivery charges, if any and by whom to be paid.

LETTER OF ACCEPTANCE OF ORDER

A seller will examine the terms and conditions of the order carefully and find out whether it is

profitable for him to accept the order or not.

Acceptance can be studied in the following aspects:

1. Importance of acceptance

2. Consequence of acceptance

3. The act of conveying or not to the buyer of acceptance

4. Methods of acceptance.

REFUSAL OF ORDER (REJECTION OF ORDER)

A supplier always tries to execute the order placed with him but due to compelling situation

which may be beyond his control, they may refuse the order. Refusal of order may be done by the seller

on the basis of several reasons which are as follows

1. Terms and conditions are not acceptable

2. The quality and quantity demanded by the buyer may not be available with the seller at that time.

3. There may be a strike or lockout going on in the factory due to which the supplier may not be in a

position to accept the order

4. The supplier is compelled by the government to divert a major portion of his production to

essential government departments like defense, civil supplies, hospitals etc

5. Difficulty in getting the railway wagons in the case of bulky material like coal, iron, steel, timber,

cement etc.

COMPLIANCE LETTER

It is written by the supplier to the buyer for the purpose of informing the buyer about the dispatch

of the goods.

It is normally written immediately after sending the goods. This letter takes the name compliance

because the seller.

PARCEL WAY BILL

The receipt given by the parcel office after taking charge of the parcel or packet from the consignor for

sending it to the consignee is called the Railway Receipt or Parcel Way Bill.

COMPLIANTS AND CLAIMS LETTER

A complaints letter, it should be remembered, is written ―only for the purposes of getting the

wrong righted and not to pick-up a quarrel with the seller‖. So a buyer should be careful enough to see

that a compliant letter is written only when it is essential, that is, if the complaints are causing

considerable financial loss


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Before writing a complaint letter, the following points should be taken into considerations.

1. There should be solid and real complaint existing in the delivery of the goods.

2. A complaint letter should be written not on the basis of guess work.

3. A complaint letter should be written as far as possible avoiding the word ‗complaint‘.

4. It should be written in a convincing, tactful, polite and forceful manner.

5. Every effort should be made to see that the complaint letter does not affect the interest of the

buyer and the seller.

Complaint letter may contain anyone or more than one of the following points:

1. Wrong quality of material received.

2. Wrong quantity delivered.

3. Late delivery of consignment.

4. Goods received in a damaged condition due to defective packing.

5. Wrong mode of transport used causing late delivery or damage.

6. Difference in charges due to over pricing.

7. Any violation of any other term and conditions of the order.

ADJUSTMENT LETTERS

An adjustment letter deals mainly with a proposal for adjustment by the buyer. In other words it deals

with a claim for adjustment. Hence before adjustment letters are written, a decision should be taken to fix

responsibilities of the claim and the manner in which it can be settled.

1. Something is wrong with the execution of the order somewhere.

2. Who is the person, who has committed the mistake, the seller or the buyer or the third party like a

manufacture or a transporter?

3. How to deal with the complaint.

CIRCULAR LETTER

The letter is known as circular letter because it is circulated to a large number of customers.

Necessary number of copies may be cyclostyled, printed or electrostated and one copy addressed to one

individual by post. The copies can also be distributed at random.

Circulars may be of various types namely


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A circular letter is different from the other types in its layout, content and matter.

FEATURES OF A CIRCULAR LETTER


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MODEL RESUME #1


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MODEL RESUME # 2


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MODEL RESUME # 3


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MODEL RESUME # 4


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Unit v

Business proposal


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UNIT – V BUSINESS PROPOSALS AND REPORTS

Project proposals- characteristics and structure- Project reports – types- characteristics- structure - Process

and mechanics of report writing- visual aids- abstract - executive summary recommendation writing-

definition of terms.

INTRODUCTION TO PROJECT

A project may be defined as a complex of non-routine activities that must be completed within a set

time period and with a given amount of resources. A Project may be

• Establishment of new factory

• Modernization of plant and machinery

• Undertaking of a research study

• Development of a new product

CHARACTERISTICS OF A PROJECT

– Focus

• Set of objectives for achievement

– Life span

• Always time-bound, time limits are well defined

– Separate set-up

• Temporary organization structure or team is assigned the responsibility of completing the

project.

– Life cycle

• Several stage – conceptual phase, definition phase, planning phase, operational phase,

post-accomplishment and divestment phase

– Uniqueness

• Fingerprint of individuals

– Budget

• Specific budget and expected to complete within assigned funds.

OBECTIVES FOR PREPARING A PROJECT

Represents the results of technical, economical, and financial feasibility studies of the project.

Serves as the basis on the basis of which the concerned government agency gives clearance

Serves as the guide for the starting and implementation of the project.

Helpful in achieving the time and cost limits.

Helpful in obtaining financial assistance from banks.

Reflects commitment of the project.

CONTENTS OF A PROJECT

General information about the project

Background of the promoters.

Particulars of the business concern undertaking the project.

Details of the project

Capacity


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Process

Technical arrangement

Management

Location and land

Buildings

Plant and machinery

Raw material

Utilities

Effluents

Labor

Labor housing

Schedule of implementation

Other projects of the concern

Cost of the project

Means of financing

Marketing and selling arrangements

Profitability and cash flow details.

Economic considerations

Government clearance

GUIDELINES FOR WRITING A PROJECT

General information

The feasibility report should include an analysis of a industry to which the project

belongs.

It should deal with the past performance of the industry.

The description of the type of industry should also be given, i.e., priority of the industry,

increase in production, role of the public sector, allocation of investment of funds, choice

of technique, etc.

Preliminary analysis of alternatives

It should contain present data on the gap between the demand and supply for the outputs

which are to be produced, data on the capacity that would be available from projects that

are in production or under implementation at the time of the report is prepared.

Project description

The report should provide a brief description of the technology or process chosen for the

project.

Marketing plan - It should contain

Data on the marketing plan. Demand and prospective supply in each of the areas to be

served.

The methods and the data used for making estimates of domestic supply and selection of

the market areas should be presented.

Estimates of the degree of price sensitivity should be presented

It should contain an analysis of past trends in prices.

Capital requirements and costs

The estimates should be reasonably complete and properly estimated.


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Operating requirements and costs

Operating costs are essentially those costs which are incurred after the commencement of

commercial production.

Cost of raw materials, intermediaries, fuel, utilities, labor, repair and maintenance, selling

expenses and other expense.

Financial analysis

The purpose of this analysis is to present some measures to assess the financial viability

of the project.

A proforma balance sheet for the project data should be presented.

Economic analysis

Social profitability analysis need some adjustments in the data relating to the costs and

return to the enterprise.

MEANING OF REPORT

A report may be defined as a formal statement describing a state of affairs or what has happened.

The main features of a report are as follows:

A statement containing some information

Orderly presentation of facts about some activity or event or programme

An objective and unbiased presentation of facts.

Is written for a specific audience

Contains conclusions drawn by the writer together with the procedure

Often includes recommendations

Written for some specific purpose

Is submitted by a lower authority to a higher authority.

IMPORTANCE OF A REPORT

Reports provide valuable information for planning and decision-making.

Reports help to measure employee performance and thereby assisting managerial control.

Aim at analyzing the impact of changing business conditions on the performance and growth

of an enterprise.

Means of keeping in touch, and maintaining contacts with customers, shareholders, creditors

and the government.

TYPES OF A REPORT


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CHARACTERISTICS OF A GOOD REPORT

Simplicity

Clarity

Precision

Completeness

Irrelevant

Cross-reference

Objectivity

Brevity

Reader-oriented

STEPS IN REPORT WRITING

The process of preparing a report consists of the following stages.


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PRINCIPLES OF DRAFTING A REPORT

Principle of purpose

Principle of organization

Principle of clarity

Principle of brevity

Principle of scheduling

Principle of cost

PART A

1. Define a project and describe the characteristics of a project?

2. What is a project report? Why it is prepared?

3. Enumerate the major elements of a project report?

4. What guidelines should be followed while writing a project report?

5. Explain the meaning and nature of a report?

6. Explain the importance of reports?

7. Discuss the different types of reports in details.

8. How to summarize annual report?

9. Steps in report writing?

10. What are the principles of the report?

PART B

1. Explain the different types of report?

2. Explain the steps in report writing?

3. Enumerate the major elements of a project report?

4. Discuss the different types of reports in detail?

5. What are the contents of a report? Explain in detail?

MODEL QUESTION PAPER #1

10x2=20 marks

1. Define Communication?

2. Mention the factors that lead to problems in communication?

3. Identify the elements involved in communication process?

4. What are the advantages of listening?

5. Mention the seven steps that are essential for effective oral presentation?

6. Differentiate a short report from long report?

7. What do you mean by memo?

8. What is a proposal? What are the common types?

9. What is Bibliography?

10. Define Pictograms?

5x16=80 marks

11 a) Explain the 7C‘s of effective communication?


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b) Describe Intercultural communication? (or)

12 a) Discuss the concepts and problems of communication?

b) Write notes on the importance of non-verbal communication?

13 a) Write note on the steps involved in preparing effective oral presentation?

b) Explain the four methods of delivering a speech? (or)

14 a) Prepare a checklist for improving listening skills?

b) Discuss the basic issues in negotiating the job offer?

15 Hatsun Milk Products Pvt limited, Chennai is looking for a dynamic marketing manager. The manager

will be responsible for organizing sales promotion, publicity, movement of goods and control of various

depots and distribution centres of the company. Draft a suitable application for appointment. (or)

16 a) Discuss the various techniques of conducting and participating in a meeting?

b) Write a job application letter along with a resume to your dream company. Assume necessary

details?

17 a) Draft an application for the job of a ‗Lecturer‘ in management department?

b) Write a sales letter to promote the sales of any of the following

i) a financial product

ii) an educational service (or)

18 ‗Complaints are not routine letters. The writer has to write them with special care and skill‘ Do you

agree with this view? Justify your answer?

19 a) What are the elements that constitute the structure of a formal report? Explain each of them?

b) What are the kinds of proposal? Describe the structure of each? (or)

20 a) Discuss the different types of short reports.

b) Prepare a checklist for Bad-news message.

MODEL QUESTION PAPER #2

Part A –A

1. Define personal communication. Does it affect the attitude of individuals?

2. Identify the elements involved communication process

3. How do you give constructive feedback?

4. Name the activities involved in listening.

5. Write the purpose of business letters.

6. Briefly describe the process of writing business messages.


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7. Define business report.

8. Explain the term proposal. Name the types of proposals.

9. What are the different ways of organizing a report?

10. What are structural coherence helpers?

Part – B

11. A) List the type of internal operational and external operational communication that may occur in a

medium sized apparel manufacturing unit.

Or

b) Explain the verbal and non verbal barriers to communication.

12. A) meetings involve oral communications. In a meeting a person will be either a leader or a

participant. Elucidate the importance leader and participant role in a meeting.

Or

b) International business would not be possible without international communication. Comment on the

statement.

13. A) In yesterday‘s daily newspaper you saw an advertisement about some property that just might be

what you have been looking for:

Rocky mountain lodge on 269 scenic acres of forest, breathtaking mountain view, running stream through

property. Twenty two rooms, 25 baths, large kitchen, dining room, and lobby. Giant fireplace. There

service buildings. Two tennis courts, a steal at $2,450,000 p.o box 7413, Denver, CO 802209.

One of the industrial clients of your real estate business is seeking a building like this. The area and the

price are right. But your client has some specific requirements that the advertisement doesn‘t cover. So

you will write a letter to the advertiser to determine whether the place meets those requirements.

Your client wants a place that is easily accessible throughout the year by auto mobile because the building

would be used as a corporate retreat and training centre, tow rooms suitable for the meetings of up to 15

people 2 would be needed. Then there should be at least 15 rooms suitable for bed rooms. It would be

helpful if the advertiser could send you the picture of the place or a brochure. Also you had like to know

the real estate taxes on the property and how old is the structure. You may think o f the facts your client

should know before inspecting the property. Now write the enquiry letter.

Or

b) Write a sales letter to promote the sales of any one of the following.

i. a financial product.

ii. An educational service.

14. a) answer the following

i. what are the common characteristics of business reports.

ii. What are the common types of business reports?

or

b) write the detailed answer on the common content for research proposal . Give an example of your own


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research proposal.

15). A) how do you collect data for your report. Describe the merits and demerits of the various data

collection methods.

Or

b) Write a short report on the topic business communication

FINAL WORD OF SUGGESTION . . .

Practice makes perfect

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