exam companion b.c

7/31/2019 Exam Companion B.C.

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BUSINESS

COMMUNICATIONQuestions & Suggested Answer Points

Dr H. Venkitachalam

(The suggested answer points contained in this note are only the mainhighlights and not fully descriptive. Students have to go through the reference

texts as mentioned in the M.G. University syllabus and use

this note only as a guidance for examination preparation. Students

have to write descriptive answers covering the points for examination)

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BUSINESS COMMUNICATIONMBA-(Sem-1)

Dr H.Venkitachalam.

QUESTIONS & ANSWER POINTS: - Module-1.

1. Define Communication.

The word Communication has been derived from the Latin word Communis

which means common.

Newman and Summer, defines communication as an exchange of facts, ideas,

opinions or emotions by tow or more persons.

Allen Louis defines it as sum of all things one person does when he wants tocreate understanding in the mind of another.

Thus, communication is giving of understandable information and receiving

and understanding the message, leading to desired actions.

2. Describe the various channels of communication in Organizations.

Channel

The channel is the means used to convey the message. To

physically transmit your message you select a communication

channel and a medium. A communication channel could be

nonverbal, spoken, or written. The medium could be telephone,

computer, fax, letter, memo, report, face-to-face, etc.

Sometimes oral communication is superior to written

communication; at other times a written message is preferable.

Here are some examples:

1. When immediate feedback is necessary, oral

communication channels are more effective.

2. If there is a reasonable chance that the other party

will not understand the message, verbal channels are the

preferred choice.

3. If there is likely to be reluctance on the part of the

receiver to comply with the message, verbal channels are

usually more effective.

4. If there is a need to document the communication,

written channels are the best choice.

5. If the message should have detailed accuracy,written channels are best.

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Channels of communication play a significant role in business and industrial

organizations. The success of any organization depends on the effectiveness

and efficiency of its communication channels to disseminate information

among its internal members and outside agencies.

The various Channels of Communication are as follows:-

Internal Communication (within the organization, managers, employees)

This can be Formal or Informal Communication.

Formal Communication relates to Vertical (Downward Superiors to

subordinates), Upward (Subordinates to superiors), Horizontal (lateral or

across departments, peers). Formal communication is well structure, and will

have authority and responsibility.

Informal communication in organizations may not have any authority or

responsibility associated with it. Informal communication in organizations are

also very strong at times.

Grapevine is an informal form of communication found in organizations,

operates horizontally between peers, and carries work or people related

information at a remarkable pace.

External Communication refers to the communication with outsiders such as

customers, suppliers, govt agencies, Sales tax, Excise & Income tax

departments etc, which will be mostly in the form of written communication

( E-mail, FAX, etc)

3. Explain the Process of Communication

The process of communication starts from the Sender and ends in Action

(Feedback)

Sender- Encoding the message- Transmits through a Channel to reach the

Receiver who decodes the message according to his ability and acts

accordingly as per his understanding. Feed back from the receiver is theessence of any communication.

(Each of the above stages in communication has to be explained in depth for

the purpose of exam)

Briefly explain the steps involved in Communication process.

IDEATION

ENCODING

TRANSMISSION

RECEIVING

DECODING & ACTING

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4. What are the major functions of Communication?

1. Coordinates various departments and groups in an Organization

2. Acts as a controlling devise for decision makers.

3. Helps to improve efficiency of Managers and Staff.4. Facilitates information flow from outside the organization which helps

in various decision making processes.

5. Ultimately helps to build up rapport inside & outside the organization.

5. What are the principal forms of Communication?

Oral or Verbal Communication: - (face to face, telephone, meetings,

conferences, interviews, seminars, lectures etc)

Written Communication: (Letters, notes, memos, circulars, reports etc.)

Non Verbal Communication: (Facial expressions, body language, gestures, eye

contact, postures, appearances, silence, touch, space, time etc)

(Each of the above has to be explained properly with examples for exam)

5 (a) . What are the major objectives of Communication?

Exchange of information, Advise oriented communication, Giving Orders,

Accepting suggestions, Persuading or influencing the attitudes, ego states or

beliefs for a particular cause, acquiring knowledge through education,

Improving morale & motivation.

6. What are the major barriers to Communication? How will you overcome

them? Discuss.

1. Problems caused by sender

2. Problems in Message transmission

3. Problems in Reception

4. Problems in Receiver comprehension & perception.

Physical barriers (Noise or disturbance, Mike problems etc.)

Psychological barriers (Filtering, Selective perception, Different

Comprehension of reality, Attitudes and opinions, Slanting, Abstracting,

Egotism, Emotions, Premature evaluation)

Semantic Barriers (Attaching different meanings to the same word spoken

or written by different people. The use of different languages, symbols,

vocabulary etc)

Organizational barriers: (Status consciousness, Wrong choice of medium,

Rules and regulations, Hierarchical Relationship)

(Elaborate each with suitable examples for exam)

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Dealing with barriers:-

1. Know your subject

2. Focus on purpose

3. Know your Audience

4. Be organized5. Get feed-back

7. What are the basic principles to be followed for effective communication in

an Organization?

(Seven Cs Candid, Clear, Complete, Concise, Concrete, Correct,

Courteous.)

1. Clarity of Expression:-

- Use simple understandable words

- Avoid repetition of words

- Avoid jargons

- Write short sentences

2. Clarity of Thought :-

- Careful consideration of objective, content & medium

- Completeness of Facts

- Conciseness (brief & pointed)

3. Consideration for the Receiver

4. Courtesy begets courtesy

5. Correctness of Facts

COMPONENTS OF EFFECTIVE COMMUNICATION

SHORT & SIMPLE

FEED BACK

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CONVICTION & CONFIDENCE , ENTHUSIASM & RESPECT

QUESTIONS & ANSWER POINTS Module 2.

8. Briefly explain the important steps to be followed for a good speech.

Steps for effective speaking:-

Plan your topic or subject

Know your objective & the audience

Know the consequences of your speech

Arrange your thoughts logically

Speak clearly with appropriate speed

Observe your audience for feedback and revise appropriately

Continue if the feedback is positive

Revise it the feedback is negative

9. Explain the various barriers to listening?

Inattentiveness to the situation

Distractions (both physical and mental)

Ego state of the listener

Negative attitude towards the speaker

Premature evaluation by the listener

Pace of the speech (average listening speed is approximately 400 words

per minute)

Physical disturbances (sound, mike)

10. What are the different types of meetings? What is an agenda? What are its

contents?

INFORMAL (Unstructured and without powers to take action)

FORMAL (Structured meetings)

STATUTORY MEETINGS (Required by law such as AGM and other

Company meetings)

Agenda, which is a brief detail of the meeting, has to include the following:-

The names of expected attendees

Exact Place & Date of meeting

Rough indication of time for each item

The time of culmination of meeting

Objectives of the Meeting

The issues to be discussed and resolved in the meeting.

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Categories of Meetings:-

MEETING TO INFORM about a policy or a decision already made.

MEETING TO PERSUADE or influence the members to accept certain

proposal.

CONSULTATIVE MEETING to find out an acceptable solution to a

problem.

INQUIRING MEETING to look for information

11. What are the duties of a Chairperson in a Meeting?

Start the meeting on time

Define the purpose of the meeting

Ensure the proper conduct of the meeting, and those present have the

right to attend

Make sure that a quorum is present

See that the agenda is followed

Ensure that the minutes have been made

Remain impartial

All members have equal chance to speak

Insist that all motions (proposals put before a meeting), amendments,

and remarks are addressed to the chairperson.

Put motions & amendments to vote and announce the results

Make frequent summaries

Declare the meeting closed at the end.

12. What are minutes? What are their usual contents?

Minutes are the proceedings recorded in a meeting. The contents are as

follows:-

Where and when the meeting was held

The names of attendees

Apologies from non-attendees

The decisions taken along with details of who should implement them

by when? Name and signature of the person writing the minutes.

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13. What are Business Presentations? What are the requirements to plan a

good Business presentation for launching a New product?

Business presentations are normally done for the purpose of launching a new

product or service to a specified target audience.

A good Business Presentation has to follow the following processes:-

PLANNING according to purpose of presentation, type of audience, venue,

time duration etc.

ORGANISING- the visual aids as per the requirements and content of

presentation.

PRACTICE- rehearsing the presentation.

ACTUAL DELIVERY OF PRESENTATION

(Business Presentation for launching a new product should take into account

the following:-

Nature of the product or service (High Value or Low value product)

Target audience and their status in the society

Venue and time of presentation

Audio visual presentation regarding the Company & Product details

Clarification of doubts in a Question & Answer session for getting

feedback.

Other important Questions:-

What are the requirements of a good Public Speaker?

Listening is more important than speaking Discuss.

Describe the importance of meetings in a Public Ltd Company. Discuss

the various categories of meetings held in an organization.

Meetings are time wasters if not organized properly Comment on this

statement and identify the requirements for organizing a purposeful

meeting.

Discuss the role of feed back in Communication. Illustrate with a

suitable example how it contributes to make communication more

meaningful.

All barriers to communication are pshychologal Discuss.

Ho do you plan a good speech? Explain the various styles of speeches.

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14. Briefly discuss the various forms of Written Communication with its

functions, advantages and limitations.

LETTERS : ( Business & Personal)

MEMORANDUM: (A message sent to some one within the organization

either signed or unsigned)

E-Mail : (electronically transmitted)

REPORTS: (For problem solving or decision-making.)

MISCELLANEOUS: (Pamphlets, news letters, notices etc)

Functions of a letter:- To communicate ideas & information without personal contact.

To record communication in permanent form.

It acts as a valid future reference and as a documentary evidence when

required.

15. What are the important requirements for a most effective business letter?

Clarity in conveying the idea.

Appropriate words to be used.

Sentences & Paragraphs should be short and to the point and

unambiguous.

Logical expression of ideas.

Avoid jargons as far as possible.

Positive language conveys positive thoughts, and leads to positive

actions.

Quality stationery (letterheads, continuation sheets, window envelopes)

Quality printing or typing

Proper paragraphing & justifying

Neat folding

Proper address & required stamping

16. What are the significant parts of a good Business letter?

HEADING (Name, address, emblem, telegraphic & e-mail id,

telephone, telex, and fax nos)

Date, Reference no,

Inside address

Attention line (Kind attention Mr)

Salutation (Dear Sir, Madam, Ms)

Subject (italics, underlining, capital letters, combination)

Introduction, body of letter, conclusion

Complementary close, enclosures at the end.

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17. What are the different styles of Layouts adopted in Business letters?

Explain with suitable examples.

Layout is the design in which different parts of letter are placed on theletterhead.

Indented Form (oldest & now outdated)

Full Block Form (most modern style) every line starts from left margin,

address has no punctuation at the end of the line, salutation &

complementary clause do not have a coma at the end. Para separated

by double line spacing.

Modified Block form (modification of full block form) Inside address in

block form, salutation & complementary close followed by a comma.

All paragraphs begin at the left margin, and separated by double line

spacing. This is also a popular form as the appearance is streamlinedand neat.

SEMI- INDENTED FORM:

Inside address will be in the block form but the paragraph is

indented.

The date and complementary close are on the right side.

Salutation and complementary close are followed by comma.

HANGING INDENTION FORM:- Inside address in block form

Date & complementary close on right

Paragraph starts from left margin, but the subsequent lines of every

para are indented three to five spaces.

This style is used for sales letters, to hang out the opening line of every

para.

NOMA Form (recommended by National Office Management

Association of America and accepted in UK, not popular in India.

It resembles the full block form & all lines begin at the left margin, and

the inside address is in the block form.No salutation orcomplementary close

Subject line in Capitals three lines below the inside address.

Numbered items begin in the left margin, no full stop at the end of each

item

The writers name and title are typed in capitals in one line below the

space for signature. Typists initials in the left bottom corner

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18. Briefly explain the body of a good Sales Letter.

Explain the quality of your product, special USP etc and convince that

your claims are true through some references, or researches made.

To substantiate your claims, you can offer:-

Trial Offer

Guarantees, free samples, Testimonials & references.

Positive Conclusions:- For your convenience we are opening a new branch in your town

We are happy to extend our discount offer till the end of next month

Visit our shop and take a surprise gift

We can act as per your wish

Guarantees, free samples, Testimonials & references.

19. What are reports? Why are they necessary in organizations? Explain the

different types of reports.

Acts as an important management tool for decision making

process Transmits information to various levels

Facilitates co-ordination & control of activities in Organization

It is indispensable for any type of organization

Routine Reports Special Reports

Progress reports FIR

Inspection reports Investigation

Performance Feasibility

Periodical reports Survey reports Evaluation reports Research reports

Project reports

Reports by Individual Managers

Reports by Groups

Reports by Committees

Reports by Task forces & Team leaders

Reports by Chairman & MD

Reports by Auditors

Reports by Company Secretary

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19. Explain the various sections of a good report?

Title Page (contains the title of the report, name of reportee, name of

writer, and date of submission of the report.

Letter of Transmittal (covering letter, which formally presents the

report to the reportee)

Table of Contents (reveals several sections & subsections of the report

with relevant page nos for quick verification)

List of Tables

List of Graphs

Executive Summary :- (or abstract)

Purpose of the Report

Scope of Investigation or Research

Methodology used for investigation

Significant findings

Major Conclusions

Main Recommendations

INTRODUCTION:-

Purpose of the report

Scope of the report regarding issues taken up as well as not covered

Methods of investigation

Definition of relevant terms

Outline of the Structure of the report

BODY OF THE REPORT:

Presenting the detailed findings

Analyzing the findings of the investigation by incorporating graphs,

tables, diagrams

Possible and relevant comparisons with reference to other

investigations

FINDINGS & SUGGESSIONS

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CONCLUSION

ADDITIONAL REQUIREMENTS:

List of references at the end Bibliography (list of books consulted)

Glossary (list of technical words & explanations)

Appendices (statistical data, charts, diagrams not forming part of the

main body of the report)

Signature of the parties to the report with date.

SECTIONS OF A LONG FORMAL REPORT (Summer Project Report)

1. Cover2. Title Page

3. Certificates from the Organization and College or Institute

4. Declaration of the Candidate

5. Acknowledgements

6. Table of Contents

7. List of Tables

8. List of Graphs

9. Executive Summary or Abstract

10. Introduction

11. Discussion/Description (Chapters)

12. Findings & Recommendations

13. Conclusion

14. Appendix

15. List of References

16. Bibliography

17. Glossary

18. Index

21. A job application is a Sales letter Do you agree with this statement?

What are the important contents of a good Resume?

Name, Address, E mail, Tel & mobile no

Age & Date of Birth, Nationality

Career objectives

Educational Qualifications

Specialized Qualifications

Professional Memberships & Trainings attended

Experience & nature of Project & Key assignments

Major strengths

Languages Known

Extra curricular activities & Hobbies

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Other Questions:

What are the specific advantages and limitations of Written

communication?

Draft a suitable FIR regarding loss incurred due to fire in the Rubber

products division in your organization.

Draft a suitable Project Report for starting a Small scale industry

manufacturing PVC Pipes in a backward industrial area in Kerala.

Draft a report on a market survey conducted by you regarding arrival

of new brands of Tooth pastes in the Kerala Market.

Draft a suitable resume and covering letter for applying for the Post of

a Marketing Manager for a Multinational Company manufacturing

FMCG products in India.

Draft a report to be submitted to the Vice President Operations

regarding a theft that occurred in your department and the subsequent

enquires carried out on this issue.

Draft a Complaint letter to TVS Ltd regarding the persistent

problems which you are having in your Washing Machine which you

had purchased 3 months back from their approved dealership.

Draft a letter to your Dealers & Customers regarding the opening of a

new Branch Office at Mount Road, Chennai, on the 1st of Feb 2005,

along with a proper invitation for the same.

Draft a letter to your customers regarding the shifting of your office to

a more convenient location in the City from 1st of March 2005.

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22. What is an Inter Office Memo (IOM)? How is it different from a normal

business letter?

Inter Office Memo is a communication within the organization between

employees of different departments to have better co-ordination of activities

inside the Organization. It does not have any formal salutations or

complementary close, and may or may not be signed.

Memo begins straight with the subject.

It is a communication within the Organization

Messages used to be in a friendly tone

No salutation or complementary close needed

Uses of Memorandum:-

To provide information

To issue instruction

To convey a policy decision

To offer suggestions

To record or report an agreement

It acts as a permanent reference in case of necessity.

Form of an Inter-Office Memo

2 Nov 04

To V.K. Kumar G.M. (Marketing)

From: K.V. Ramchandran

Acceptance of Job order no 234

We can consider accepting the Job order no. 234 for 2000

Pieces of embossed Leather bags only @ Rs. 1000/- (one

Thousand) or else we will end up in a loss. Please contact

the party to revise the price and let me know.

Your response is awaited.

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Sd/-

23. What are Business Quotations? Explain the different points to be

considered while submitting a Business Quotation.

Points to be noted :-

Product specifications & Price

Validity period for Quotation (30 days)

Mode & Terms of Payment (cash, credit, through bank, hundi)

Delivery time (with in 15 days on receipt of order)

Delivery terms (FOR, FOB, Ex-Factory etc, CIF)

Transportation arrangements

Taxes & other duties, octroi & other levies

24. What are all the computer applications in Business Communication?

Writing and Storing documents

Manipulating data

Generating Accounting information

Processing information as per requirement

Computer network (LAN, WAN, Internet)

E-mail service & E-Business

Connectivity between firms & clients

Transfer of funds, Market developments


25. What is Listening? How does it differ from Hearing?

Listening is conscious hearing. Listening helps to understand and learn while

hearing may not facilitate learning.

Learning is a self generated activity while hearing is a psychological process.

26. Explain the barriers to effective listening.

Inattentiveness to the situation

Distractions (both physical and mental)

Ego state of the listener

Negative attitude towards the speaker

Premature evaluation by the listener

Pace of the speech (average listening speed is approximately 400 wordsper minute)

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Physical disturbances (sound, mike)

27. Discuss the various ways by which we can improve listening skills.

Be open and positive to the speaker

Concentrate on the topic & the person

Do not have premature evaluation

Observe the body language of Speaker

Keep recalling the main points

Have patience while listening

Take notes wherever required

Ask questions if allowed by speaker

28. Explain the various forms of Non-verbal communications.

Body Language, Eye contact, Facial expressions, Postures, Gestures,

Mannerisms, Touch, Time, Silence, Space, Clothes & Accessories etc.

29. What is NLP? (Neuro-Linguistic Programming)

Neuro (understanding of the brain and its functioning)

Linguistic (relates to communication aspects (verbal & non verbal ) of

our information processing.

Programming (behavioral & thinking patterns of human beings)

Combination of perceptions, thinking & behaviour.

Other Questions:

List out the important differences among Memos, Circulars & Letters?

What are the Limitations of Computerized Communication?

Letters are ambassadors of an Organization Elucidate.

The more information leads to better productivity in an Organization

Do you agree to this statement? Discuss your view with reasons.

What are the impacts of Information Technology in Business

Communication?

What are the threats of communicating through computer network?

What is AIDA formula? (Attention, Interest, Desire, Action)

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Discuss the contents of Bio-data, C.V. & Resume.

Bio-Data

Identical to resume

Contains the history of ones professional and academic career, skills and goals

It is a Fact Sheet which can be used for various purposes such as job,

introduction.

Organizations keep a Bio-data of their employees & update at regular intervals

Bio-data often requires the inclusion of a Pass port photo for identification

Used for lower category placements where basic working skills are only needed

- not professional skills

It is a profile which may or may not be for the purpose of application to a

position

Curriculum Vitae

C.V. is long & can run to several pages.

C.V. is more descriptive

Used for applying for Academic teaching or Research positions

C.V is a detailed, lengthy and structured listing of education, publications, projects,

awards & work history.

Common Sections:-

Contact Information:-

Name & Address, Phones, E-mail

Educational:-

Academic Qualification,

Name of the Institute, degree/diploma type, distinctions, honors,

Majors, ranks etc

Teaching Experience

Accomplishments:-

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Scholarships, fellowships, awards, honors etc

Affiliation: Certificates, affiliated fellowships, profess membership

Publications:-

Papers, articles, books

Conf participation:-

Presentations, debates

Research interests

References:-

(Available on request)

Resume

Briefed to One page

It skims the surface

Used in a vide variety of job applications, College admissions etc.

Good resumes combine Fact with Fantasy

Fact means accurate details written in rational, logical & credible manner

Must be professional

Fantasy is a representation of you, where you cannot be present; have to work

for you Projects complete picture of your personality to sell the you

7 points to note:-

Full name

Objective: - your career goals, reason for applying.

Contact information

Qualifications

Work experience

Achievements

Signature & Date

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REQUIREMENTS OF A GOOD RESUME

Cut the Clutter

Should stand out from the lot by customization to the situation and strategicpresentation of skills and strengths.

Catch the Eye

Visually appealing by highlighting important parts.

Sell your skills, strengths & success

Direct the reader your way

Get you the interview

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BUSINESS LETTER WRITING

FIRST IMPRESSION IS THE BEST IMPRESSION

Use good quality envelopes that match the quality and size

of your letterhead.

Never fold your letter more than twice.

Void window-envelopes. They can be a nuisance for

postmen and embarrassing for the recipient.

If you use them, make sure that the full address can be seen

easily and nothing else can be seen through the window.

Seal envelopes very carefully so that the letter is not stuck to

the envelope.

THE TONE SETTERS:-

Do not write: Date: 2-11-2005

Write 2 November 2005 or November 2, 2005

Always spell out the name of the month.

Do not use To at the head of the inside address

Dont use Messrs at the head of a companys name unless it

consists of male names.

Examples: Right: Messrs Jose and Sons

Right: Apollo Tyres Ltd

Wrong: Messrs Apollo Tyres Ltd.

Avoid the attention line if you can. Find out who is going to deal

with your letter and address it to him or here by name and

designation.

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Salutations:-

When you know the name of the person you are writing to,the salutation should generally be Dear Mr Dear Ms..

Dear Dr.. Dear Professor

Use Dear Sir, or Dear Madam, only if they are well above

you in age and status.

Think of your letters as conversations on paper. Dont be a

slave to conventions which take warmth out of letters.

Call a person by the name or title that is likely to please

them most. Salutation is not a simple formality. It sets the

tone of the entire letter.

Make your subject line very brief. It should not be a

summary of the letter but an indication of what is in it.

Use references sparingly. Dont allow them to occupy the

prime spot in a letter.

Dont label the subject or reference. Labels such as Sub

and Ref. insult the readers intelligence.

Do not end your letters routinely with Thanking you It is

a hollow phrase.

Yours faithfully matches formal salutations such as Dear

Sir and Dear Madam.

Yours Sincerely matches less formal salutations such as

Dear Mr. Ahmed and Dear Ms Mohan

Sincerely or Cordially matches informal, first-name

salutations such as Dear Kavitha, & Dear Robert

Do not end a formal letter with regards, with warm

regards

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Never send out a letter without your signature.

Dont let your assistants sign your letter only hour behalf except

in cases of extreme urgency.

If your signature is not easily legible, have your name typed below

it.

When a copy of letter is marked to some one, make sure it is neat

and legible.

If there are enclosures, say so at the bottom of the page.

SECRETS OF SMART LETTERS

Planning is the key to draft smart letters. Ask the following five

questions:-

Why am I writing?

Who am I writing to?What should I put in?

How would I sequence the ideas?

What tone should I use?

Jot down the main points and order them logically.

Allow just one major idea in each paragraph and the sentences in

that paragraph should support that idea.

Use short words, short sentences and short paragraphs.

WRITE AS YOU SPEAK

Lively letters read like conversations. They are warmer, and likely

to have grater impact on the reader.

In a business letter, dont adopt a very formal style. Write as you

speak avoiding usual faults. Avoid jargon, pompous words etc and

prefer active voice.

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Tickle the Readers ego

When you write realize that the readers have their needsuppermost in their minds.

Need for recognition and appreciation is often far more powerful

than need for money. Try to exceed reader expectations.

A complement or a word of appreciation is sweetest when it is

least expected.

Money is a powerful motivator, but not half as powerful asappreciation.

The Business of Selling:-

Make the customer feel that he is getting value for money. No

price is high or low and depends on customer judgment.

Focus in a sales letter should be on making the customer feel valueaddition. Promise and performance should match.

First rule of writing sales letters is to start with what attracts the

customer.

Start with the needs of the reader to make him feel that it is in his

interest to read and respond positively.

Customers are unique and hence draft different letters to suitdifferent customers.

Make your sales letters short, simple, crisp easy to read and

understand and should take only minimum time to read.

A light conversational tone is generally more effective.

Present facts in such way that the reader arrives on his own at the

decision you want.

Dont shoot in the dark. Make sales letters specific to target

groups.

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Fire fighting :-(Complaint letters)

When you complain, start on a positive note. It generally cools

people down.

Try and find an excuse for the readers lapse. Then he wont hunt

for them.

Ideally, start a letter of complaint with a genuine compliment or

word of appreciation for what is good about the product or

service.

When you receive complaint letters treat it with respect and

gratitude.

Complaints help you to refine your products or services.

The way you handle customer complaints reveals the true

character of your company.

Fight fire with cold water, not with a bigger fire.

Self on Sale

Do not put into your Curriculum Vitae personal details which are

obvious or which are of no interest to the potential employer

Never send out photocopies of your CV. Shape the CV to suit the

position you seek.

Write Home instead of Residence. Residence is used to refer to

the houses of Ministers. Official Residences

In a CV, highlight what will interest the potential employer:

academic achievements if you have a good record but little

experience; relevant experience if you have been working for some

time.

Highlight the quality of your experience by pointing to the

innovations you have introduced or profits you have made.

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Always seek peoples permission before citing their names as

references.

Be assertive. Believe in yourself. Let your application reflect it.

Applying for jobs is not begging for jobs. It is selling your

knowledge and skills.

Market yourself as you market a product or service. Employers

like to hire doers, not cry babies.

Inter Office Memos (letters with in the

organization)

A letter that goes out of the Organization is like a meal at a Hotel

where formalities have to be kept up.

A memo is like a home meal which is not elaborate, simple and

informal.

In IOMs we drop addresses, salutations, complimentary closes,

even full signatures. The language tends to be simple and directas it is within a family.

Certain large companies use printed IOM to ensure certain basic

information.

Memo is the short form of memorandum means to be

remembered or noted and are the letters and notes to people

within the company

All memos should carry the following basic information: To,

From, Date, Subject.

Memos are used for a variety of purposes such as reporting briefly

on an investigation, confirming oral instructions, confirming oral

agreements, etc.

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TEN CHECK POSTS FOR A GOOD BUSINESS LETTER

STURCTURE: Is the structure logical? Are the ideas clear

and easy to understand? Is each para built around one main

idea? Is the transmission from one point to another point

smooth?

ORIENTATION: Is it reader-oriented? Does it take intoaccount and subtly project the interests and needs of the

reader?

LENGTH: Is it longer than a page? If so try to trim it to a

page.

COVERAGE: Is the letter complete? Is all the relevant

information given?

STYLE: Is the style appropriate to the occasion, purpose

and person reading it?

TONE : Is the tone polite, warm and friendly or is it

unconcerned?

LANGUAGE : Does the language of your letter follow the

usual rules of grammar, vocabulary, and punctuation? Is it

easy to understand?

LOOKS : Does it look attractive? Is the stationery decent? Is

the typing well in order and the format pleasing to the eye?

CREATIVITY : Does the letter reflect a thinking mind? Or

is the text full of worn-out phrases?

EFFECTIVENESS: Is it persuasive? Is it the kind of letter

you would like to receive?

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exam companion b.c

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