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Communication in English

Board of Studies

Prof. H. N. Verma Prof. M. K. GhadoliyaVice- Chancellor Director, Jaipur National University, Jaipur School of Distance Education and Learning Jaipur National University, JaipurDr. Rajendra Takale Prof. and Head AcademicsSBPIM, Pune

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Subject Expert Panel

Dr. Daniel J. Penkar Vijayalakshmi R.HDirector, SBS, Sinhgad Subject Matter ExpertPune

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Content Review Panel

Shreya SarafSubject Matter Expert

___________________________________________________________________________________________Copyright ©

This book contains the course content for Communication in English.

First Edition 2013

Printed byUniversal Training Solutions Private Limited

Address05th Floor, I-Space, Bavdhan, Pune 411021.

All rights reserved. This book or any portion thereof may not, in any form or by any means including electronic or mechanical or photocopying or recording, be reproduced or distributed or transmitted or stored in a retrieval system or be broadcasted or transmitted.

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I

Index

ContentI. ...................................................................... II

List of FiguresII. .........................................................VI

List of TableIII. ......................................................... VII

Case StudyIV. .............................................................. 78

BibliographyV. ............................................................ 81

Self Assessment VI. Answers ....................................... 84

Book at a Glance

II

Contents

Chapter I ....................................................................................................................................................... 1Communication: The Definitions and Communication Barriers ............................................................ 1Aim ................................................................................................................................................................ 1Objectives ...................................................................................................................................................... 1Learning outcome .......................................................................................................................................... 11.1 Introduction to Communication ............................................................................................................... 21.2 Definitions of Communication ................................................................................................................ 21.3 Importance of Communication ............................................................................................................... 21.4 Principles of Communication ................................................................................................................. 41.5 Communication Barriers .......................................................................................................................... 41.6 Types of Communication Barriers ........................................................................................................... 5 1.6.1 Physical or Mechanical Barriers .............................................................................................. 5 1.6.2 Semantic Language Barrier ..................................................................................................... 6 1.6.2.1 Different Comprehension of Reality ......................................................................... 6 1.6.3 Personal and Socio-psychological Barriers ............................................................................. 6 1.6.4 Socio-psychological Barriers ................................................................................................... 7 1.6.5 Cross-cultural Barrier .............................................................................................................. 8 1.6.5.1 Significant Differences between Cultures ................................................................. 81.7 Remedies to Overcome Communication Barriers ................................................................................... 9Summary ..................................................................................................................................................... 10References ................................................................................................................................................... 10Recommended Reading ............................................................................................................................. 10Self Assessment ............................................................................................................................................11

Chapter II ................................................................................................................................................... 13Communication Process Types ................................................................................................................. 13Aim .............................................................................................................................................................. 13Objectives .................................................................................................................................................... 13Learning outcome ........................................................................................................................................ 132.1 Introduction ............................................................................................................................................ 142.2 Process of Communication .................................................................................................................... 142.3 Types of Communication Based on Communication Channels ............................................................. 152.4 Types of Communication Based on Style and Purpose ......................................................................... 16Summary ..................................................................................................................................................... 17References ................................................................................................................................................... 17Recommended Reading ............................................................................................................................. 17Self Assessment ........................................................................................................................................... 18

Chapter III .................................................................................................................................................. 20Importance of Communication at Workplace ......................................................................................... 20Aim .............................................................................................................................................................. 20Objectives .................................................................................................................................................... 20Learning outcome ........................................................................................................................................ 203.1 Introduction ............................................................................................................................................ 213.2 Importance of Communication at Workplace ........................................................................................ 213.3 Formal Communication at Workplace ................................................................................................... 213.4 Informal Communication at Workplace ................................................................................................. 213.5 Keys to Successful Workplace Communication .................................................................................... 223.6 Communication Aspects in Disciplinary Matters .................................................................................. 223.7 Objectives of Communication ............................................................................................................... 223.8 Communication As “Livelihood” of an Organisation ............................................................................ 223.9 Internal Communication at Organisation Level ..................................................................................... 233.10 External Communication at Organisation Level .................................................................................. 23

III

3.11 Benefits of Effective Communication .................................................................................................. 233.12 Communication - A Valuable Job Requirement ................................................................................... 23Summary ..................................................................................................................................................... 24References ................................................................................................................................................... 24Recommended Reading ............................................................................................................................. 24Self Assessment ........................................................................................................................................... 25

Chapter IV .................................................................................................................................................. 27Better Public Speaking & Presentation ................................................................................................... 27Aim .............................................................................................................................................................. 27Objectives .................................................................................................................................................... 27Learning outcome ........................................................................................................................................ 274.1 Introduction ............................................................................................................................................ 284.2 Definition ............................................................................................................................................... 284.3 Speaking to Audience ............................................................................................................................ 284.4 Preparing a Presentation ........................................................................................................................ 284.5 Achieving Clarity and Impact ................................................................................................................ 294.6 Using Visuals ......................................................................................................................................... 294.7 Arranging the Room ............................................................................................................................... 294.8 Tips and Techniques ............................................................................................................................... 294.9 Presentation Planning Checklist ............................................................................................................ 29 4.9.1 Presentation ............................................................................................................................ 29 4.9.2 Delivery ................................................................................................................................. 30 4.9.3 Appearance ............................................................................................................................. 30 4.9.4 Visual Aids ............................................................................................................................. 304.10 Understanding Presentations Aspects .................................................................................................. 30 4.10.1 Making Technical Talk Interesting....................................................................................... 30 4.10.2 Preparation ........................................................................................................................... 30 4.10.3 Research ............................................................................................................................... 31 4.10.4 Organising Materials ............................................................................................................ 314.11 Delivering Presentation ........................................................................................................................ 31Summary ..................................................................................................................................................... 32References ................................................................................................................................................... 32Recommended Reading ............................................................................................................................. 32Self Assessment ........................................................................................................................................... 33

Chapter V .................................................................................................................................................... 35The Seven C’s of Effective Communication ............................................................................................ 35Aim .............................................................................................................................................................. 35Objectives .................................................................................................................................................... 35Learning outcome ........................................................................................................................................ 355.1 Introduction ............................................................................................................................................ 365.2 Completeness ......................................................................................................................................... 36 5.2.1 Provide all the Necessary Information ................................................................................... 36 5.2.2 Answer All Questions Asked ................................................................................................. 36 5.2.3 Give Something Extra, When Desirable ................................................................................ 365.3 Conciseness ............................................................................................................................................ 36 5.3.1 Eliminate Wordy Expressions ................................................................................................ 36 5.3.2 Include Only Relevant Material ............................................................................................. 37 5.3.3 Avoid Unnecessary Repetitions ............................................................................................. 375.4 Consideration ......................................................................................................................................... 37 5.4.1 Focus on “You” Instead of “I” or “We” ................................................................................. 37 5.4.2 Show Audience Benefit ......................................................................................................... 37 5.4.3 Emphasize on Positive and Pleasant Facts ............................................................................ 385.5 Concreteness .......................................................................................................................................... 38

IV

5.5.1 Use Specific Facts and Figures .............................................................................................. 38 5.5.2 Put Action in The Verbs ......................................................................................................... 38 5.5.3 Choose Vivid, Image-Building Words ................................................................................... 38 5.5.4 Sensory Appeal ...................................................................................................................... 385.6 Clarity .................................................................................................................................................... 38 5.6.1 Comparisons .......................................................................................................................... 38 5.6.2 Choose Precise, Concrete and Familiar Words ...................................................................... 39 5.6.3 Construct Effective Sentences and Paragraphs ...................................................................... 395.7 Courtesy ................................................................................................................................................. 395.8 Correctness ............................................................................................................................................. 39Summary ..................................................................................................................................................... 40References ................................................................................................................................................... 40Recommended Reading ............................................................................................................................. 40Self Assessment ........................................................................................................................................... 41

Chapter VI .................................................................................................................................................. 43Business Letters .......................................................................................................................................... 43Aim .............................................................................................................................................................. 43Objectives .................................................................................................................................................... 43Learning outcome ........................................................................................................................................ 436.1 Introduction ............................................................................................................................................ 446.2 Importance of Business Letters .............................................................................................................. 446.3 Qualities of Good Business Letters ........................................................................................................ 446.4 Format of Business Letters .................................................................................................................... 456.5 Types of Business Letters ...................................................................................................................... 496.6 Personnel Letters .................................................................................................................................... 516.7 Business Letters ..................................................................................................................................... 51Summary ..................................................................................................................................................... 59References ................................................................................................................................................... 59Recommended Reading ............................................................................................................................. 59Self Assessment ........................................................................................................................................... 60

Chapter VII ................................................................................................................................................ 62Report Writing ........................................................................................................................................... 62Aim .............................................................................................................................................................. 62Objectives .................................................................................................................................................... 62Learning outcome ........................................................................................................................................ 627.1 Introduction ............................................................................................................................................ 637.2 Defining Reports .................................................................................................................................... 637.3 Importance of Reports ............................................................................................................................ 63 7.3.1 Oral and Written Reports ....................................................................................................... 637.4 Types of Reports .................................................................................................................................... 63 7.4.1 Periodic or Routine Reports ................................................................................................... 637.5 Characteristics of a Good Report ........................................................................................................... 647.6 Before Writing A Report ........................................................................................................................ 657.7 The Body of A Report ............................................................................................................................ 65 7.7.1 Title ........................................................................................................................................ 65 7.7.2 Terms of Reference ................................................................................................................ 65 7.7.3 Details of Assignment Included ............................................................................................. 65 7.7.4 Procedure ............................................................................................................................... 65 7.7.5 Findings ................................................................................................................................. 66Summary ..................................................................................................................................................... 69References ................................................................................................................................................... 69Recommended Reading ............................................................................................................................. 69Self Assessment ........................................................................................................................................... 70

V

Chapter VIII ............................................................................................................................................... 72Memorandums ........................................................................................................................................... 72Aim .............................................................................................................................................................. 72Objectives .................................................................................................................................................... 72Learning outcome ........................................................................................................................................ 728.1 Defining Memorandums ........................................................................................................................ 738.2 Identifying a Memorandum ................................................................................................................... 738.3 Viewing Memorandum Formality .......................................................................................................... 738.4 Writing Memorandums .......................................................................................................................... 738.5 Warning Memo ...................................................................................................................................... 74Summary ..................................................................................................................................................... 75References ................................................................................................................................................... 75Recommended Reading ............................................................................................................................. 75Self Assessment ........................................................................................................................................... 76

VI

List of Figures

Fig. 2.1 Basic communication process ........................................................................................................ 15Fig. 2.2 Types of communication ................................................................................................................. 15

VII

List of Table

Table 1.1 Differences between cultures ......................................................................................................... 9

1

Chapter I

Communication: The Definitions and Communication Barriers

Aim

The aim of this chapter is to:

define communication•

elucidate different types of communication barriers•

explain the effects of communication barriers on an organisation•

Objectives

The objectives of this chapter are to:

explain the concept of barriers to communication•

explain the different types of barriers to communication•

enlist various remedies to overcome the barriers•

Learning outcome

At the end of this chapter, you will be able to:

understand the concept of communication•

classify the types of barriers to communication•

identify• the remedies to overcome the barriers


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1.1 Introduction to CommunicationThe word ‘communication' is derived from the Latin word ‘communes’ which means sharing of knowledge or information. The most common medium of communication for human being is language, while animals and birds use non-linguistic forms of communication such as sounds and other sensory modes of exchange. People also use physical gestures like nodding or moving hands or facial expressions such as smiling or disapproval to accompany speech-acts and influence communication. Communication enables us to grow, learn, share our thoughts and feelings, to receive and impart knowledge and thereby adjust to our environment.

1.2 Definitions of CommunicationDifferent scholars have their own way of defining communication. A few of the important definitions of communication are given below:

According to Newman and Summer, “communication is an exchange of facts, ideas, opinions or emotions by • two or more persons.”As per Davis, “communication is a process of passing information and understanding from one another.” • Davis also believed that the only way to achieve management in an organisation is through the process of communication.Chester Barnard believes that, “in the exhaustive theory of organisation, communication would occupy a • central place because the structure, extensiveness and scope of organisations are almost entirely determined by communication techniques.”Communication is also defined as intercourse through words, letters, symbols or messages and as a way through • which the member of an organisation shares meaning and understanding with another.According to Leland Brown, “communication is the transmission and interchange of facts, ideas, feelings or • course of action.”According to Allen Louis, “communication is the sum of all the things a person does to create understanding in • the mind of another. It involves a systematic and continuous process of telling, listening and understanding.”

1.3 Importance of Communication It is an established fact that the present era is often called the ‘Age of Communication and Information.’ The importance of communication has been greatly emphasized by all management experts. Communication, like birth, death, growth and decay, is a part of individual life as well as organisational existence. Its importance is selfexplanatory and is a common experience of all as well. In recent times, communication has turned into business; rarely would you find managers, subordinates, salesmen, technicians, foremen, lawyers, auditors, consultants, teachers, doctors or anyone else who is not concerned with the difficulties associated with communication

It has been rightly observed that ‘the number one management problem today is miscommunication. Group activities in context with common goals cannot be accomplished without communication. The entire organisation control, coordination and motivation cannot be accomplished in case of lapses in communication. A common practice among many organisations is moving messages vertically, horizontally and diagonally between various officially designated positions. The modern industrial scenario relies heavily on communication for its augmentation and survival. George R. Terry states: "Communication serves as the lubricant, posturing for the smooth operations of the management process".

The reasons for the growing significance of communication can be judged from the following paragraphs: Coordination: Modern complex organisations are large, consisting of numerous employees working towards • accomplishing common goals. The organisational structure illustrates many levels of organisation hierarchy- both horizontally and vertically. More ften than not, this leads to issues related to coordination. Effectual systems of communication encourage better coordination. Coordination is viewed as a necessity among groups; channels are vital for efficient functioning of the organisation as a whole. Communication encourages better coordination. Smooth working: Smooth and uninterrupted working of an enterprise, largely depends on good communication • network. Communication takes on a greater role in this direction. Accurate decision-making and efficiency of

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the organisation is anchored in information supply. If messages have obstacles in the course of their flow, it is impossible to bring about a smooth functioning and uninterrupted working of the organisation. According to Herbert G. Micks, “Communication is basic to an organisation’s existence from the birth of the organisation through its continuing life”. Effective decision-making: It is essential to have a record of past and present data for immediate and effective • decision-making. Communication is the primary base by means of which information is supplied to further help in making decisions. Problem-defining, alternative courses of action, selecting the best option available, can be possible with the provision of relevant and adequate information conveyed to the decision-maker. In event of inadequate or no information, it would be relatively impossible even for the top management to take important decisions. Conversely, it is unlikely to achieve goals and objectives unless the top management has a smooth interaction with all levels of the organisation.Managerial Efficiency: As quoted in George Terry's remark earlier, communication encourages managerial • efficiency. Efficiency lays in the manner individuals and groups are assigned their respective targets.. Managerial functions like planning, control, coordination, motivation cannot be discharged without communication. As management is an art of ensuring targets are achieved in collaboration with other people, communication educates personnel working in the organisation about the desires of the management. Management communicates goals, policies and targets by issuing verbal and written orders and instructions. The yardstick for measuring managerial efficiency is communication. Co-operation: Co-operation among workers is possible only when there is an exchange of information between • individuals and groups and between the management and the employees. This not only promotes the industrial peace but also maximises production. The two-way communication network enhances co-operation between people. The flow of communication can be smooth and receptive with co-operation, confidence and message flow vertically, horizontally and across the organisation. In short, communication promotes co-operation and understanding among employees. Effective leadership: Leadership implies the presence of a leader and followers. There is always a continuous • process of communication between them. Communication is the basis for direction, motivation as well as establishment of effective leadership. The followers have to follow the leader and through conveying of ideas, opinions, feelings and be in constant communication with them. Thus, transmission and reception ensures a two-way traffic, the sine qua non for effective leadership. A manager with good communication skills can become a successful leader of his subordinates. E.g. In 1981, Narayana Murthy, with an investment of Rs. 10, 000 ($250 at the time) from his wife, founded Infosys with six other software professionals. Under his leadership, Infosys was listed on NASDAQ in 1999. Today, Infosys is acknowledged by customers, employees, investors and the public as a highly respected, dynamic and innovative company. The Economist ranked Narayana Murthy among the ten most admired global business leaders in 2005. Job satisfaction: Communication is essential for achieving job satisfaction. Management conveys messages, • which promote mutual understanding. Reception and recognition provide job satisfaction to employees. Two-way communication creates confidence, which leads to job satisfaction among employees. Openness, straightforward expression of opinions is necessary in this direction. Increase productivity: Communication helps the management in achieving maximum productivity with • minimum cost and eliminating waste. These are the main objectives of the management. It is remarked that an archenemy of communication is the very illusion of it. This illusion can be avoided only with an effective system of communication. It is through communication that the workers can be well informed about the process of production, new methods of production and the activities of the workers in a similar organisation. Thus, a good system of communication helps the management to achieve maximum productivity with minimum cost, elimination of waste, reduction of cost etc. Inter-firm comparison is not possible without effective communication. Morale Building: Morale and good relations in the organisation are essential for achieving goals of the organisation • and promoting its benevolence goodwill in the public. An effective system, of communication builds good morale and improves human relations. Participatory communication is the best technique of morale building and motivation. S. Khandwala remarked, "Most of the conflicts in business are not basic but are caused by misunderstood motives and ignorance of facts. Proper communication between the interested parties reduces the points of friction and minimises those that inevitably arise".


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Achieving managerial roles: Henry Mintzberg has described a manager’s job by assigning three roles, namely • inter-personal roles, informational roles and decisional roles. Communication plays a vital role in these three types of role. In case of interpersonal role, a manager has to constantly interact with subordinates. In informational role, a manager has to collect information from various people and supply the necessary information to others both inside and outside the organisation. A manager in a decisional role or written media of communication discharges interpersonal, informational and decisional roles as well.

1.4 Principles of Communication Communication is complex. While listening to or reading someone else's message, we often filter what is being said through a screen of our own perceptions. Thus our preconceived notions and opinions become one of the major barriers to communication. There is an old communications game- telegraph, that is played in a circle. A message is whispered around from person to person. What the exercise usually proves is how profoundly the message changes as it passes through the distortion of each person's inner "filter". Communication, when effectually conducted, can assist in building sturdy relationships and harmonious working conditions. It also simplifies the process of sharing the best of ourselves with others There are certain basic principles that need to be followed while conversing informally with a colleague, addressing a conference or meeting, writing a newsletter article or formal report; they are as follows:

Identify your audience• Discern the purpose• Know your topic• Anticipate objections• Present a complete picture• Achieve credibility with your audience• Follow through on what you say• Communicate a little at a time• Impart information in several ways• Formulate a practical, useful way to receive feedback• Use multiple communication techniques• Communication is largely non-verbal• Context affects communication• Meanings are in people, not in words• Communication is irreversible• Noise affects communication• Communication is circular• Creating common ground is essential• Communication has effects•

1.5 Communication BarriersCommunication barriers are the hurdles or problems that arise during the process of communication which ultimately result into miscommunication. Miscommunication can be the root cause of many problems in our personal and business lives. A communication is said to be successful only when the recipient understands, accepts and acts upon the transmitted information.

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1.6 Types of Communication BarriersThe modern communication theory studies different types of barriers of communication. Communication barriers can be caused by differences in position, status, language, religion, culture and so on. Based on the study made by the theorists, communication barriers can be divided into:

Physical or mechanical• Semantic or language• Personal socio-psychological• Socio-psychological• Cross cultural•

1.6.1 Physical or Mechanical BarriersAny number of physical distractions can interfere with the effectiveness of communication, including a telephone call, drop-in visitors, distances between people, walls, and static on the radio. People often take physical barriers for granted, but sometimes they can be removed. For example, an inconveniently positioned wall can be removed. Interruptions such as telephone calls and drop-in visitors can be removed by issuing instructions to a secretary. An appropriate choice of media can overcome distance barriers between people Physical or mechanical barriers are said to be unmanageable obstacles as they are caused by environment, though, some of them can be controlled by proper management. Such physical barriers are:Defects in the medium

The devices used to convey a message are external and remain out of the control of the sender and receiver.• The telephone, postal system, courier service or even electronic media may sometime crash.• The partial failure of one of this system is more dangerous than complete failure as partial failure transmits • incomplete message.To overcome this barrier one must postpone the communication or switch to an alternative medium.•

NoiseDuring face to face communication, noise in the environment such as traffic, factory work or talks between • people can act as a barrier in the communication.Organisations can overcome this barrier by building up soundproof rooms.•

Time and distanceTime and distance act as a barrier in the smooth flow of communication.• Sometimes due to mechanical breakdowns, the use of telephones and internet remains ineffective, creating a • barrier of distance between the sender and the receiver.If telecom and network facility is not available, people working in different shifts or working on different floors • can face the physical barriers to effective communication.

Defects in the organisation’s communication systemIn an organisation, oral messages and information passes through many levels of authority. It is likely to get • distorted at every level as it gets interpreted before being passed on.Communication flows in both upward and downward direction in an organisation.• Sometimes due to differences or clashes, subordinates do not send all the information creating thus a gap in the • flow of communication.In downward flow, the information received by the end source is said to be 20% of the original intended • message.


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1.6.2 Semantic Language BarrierThe words we choose, how we use them, and the meaning we attach to them cause many communication barriers. The problem is semantic, or the meaning of the words we use. The same word may mean different things to different people. Words and phrases such as efficiency, increased productivity, management prerogatives, and just cause may mean one thing to a school administrator, and something entirely different to a staff member.

Technology also plays a part in semantic barriers to communication. Today's complex school systems are highly specialised. Schools have staff and technical experts developing and using specialised terminology—jargon that only other similar staff and technical experts can understand. And if people don't understand the words, they cannot understand the message. Communication consists of the manipulation and interpretation of symbols which may convey different meaning to different people.

Three general semantic problems which create barrier to communication are:• common or abstract words and phrases which interpret different meaning �different groups develop their own set of technical language like ”present”, “transfer”, “record”, are used �as verbs and as nouns with a difference in stress in speakingwords with different sounds but same meaning like “cite”, “site” or “sight” can cause misunderstanding in �oral communication

In oral communication, the speaker signifies the meaning by body language and voice tone and stressing on • words to emphasize the correct meaning.In written communication, the reader may read with different emphasis with a certain set of assumptions.• To avoid semantic barriers one must use words which are familiar to the receiver.•

1.6.2.1 Different Comprehension of RealityBarriers caused by different comprehensions of reality are:AbstractingAbstracting means picking the necessary details and omitting the other. It is desirable in certain cases as it can save time and money.

InferringIt means drawing assumption or conclusion from observation. Statements that go beyond facts and conclusions based on facts are called inferences. Inferences drawn may vary from person to person. A wrong calculation of inference is certainly a barrier in communication.

1.6.3 Personal and Socio-psychological BarriersProblems of understanding, interpretation and response to communication arising from social and personal background are called socio-psychological barriers. Personal barriers in communication arise from human emotions, values and poor listening. Emotions act as filters in our communications as we see and hear what we are emotionally tuned to see and hear. People have personal feelings, likes-dislikes, attitudes and opinions, which are shaped by family background and social environment. The beliefs of a person act as a filter around the mind and influence the response. To overcome socio-psychological barriers, one must deal with received messages.

A message is received at three levels:Noticing•

A person notices a message on physical level and gets aware only when the message gets into his/her notice �and then pays attention to it.One may miss some of the messages on account of paying attention to more than one message. �

Understanding• The person must understand the language, symbols, ideas and concepts used in the message. �

Acceptance• The response usually depends on the likes, dislikes and indifferences to every message received. �If the message arises on an unpleasant moment it may get rejected or forgotten or give rise to an unexpected �response.

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1.6.4 Socio-psychological BarriersThe socio-physiological barriers are as follows:Self-centred attitudes of interestThe human mentality tends to see and hear only the messages that desire or interest them.

Sense of belonging to a groupPeople have a sense of belonging to a group, may be a family, city, religion, language and so on.• People believe and follow the ideas picked up from the group.• People tend to reject an idea that goes against the interest of the group.• Persons in the same management belong to different groups. Thus, the thinking and feeling may differ from • person to person which becomes a barrier of communication.

Self-imageSelf image is what we are, we look and what impression we make.• It is built over years and it is quiet difficult to accept any idea outside it.• A systematic self-assessment gives a balanced self-image.•

Selective perception of information contentSometimes the complete message fails to reach to the receiver.• We see, hear and read only the message that interests us depending on our experiences and needs. While doing • so, some of the content of the message may not be perceived or interpreted as expected.

Defensive behaviourIf the receiver is threatened by the message, the reaction is mostly defensive which ultimately reduces the • understanding.The receiver becomes sarcastic or judgmental and may question the motives of others.•

Filtering of messageFiltering is the process of reducing the details or particular aspects of a message.• At each level of management, the information in the message may be reduced or edited as per the sender. • The more the levels of hierarchy in an organisation, the greater is the filtering and loss of information.•

Status consciousnessPeople in the senior positions may become conscious of their status and any suggestions from the subordinates • may be ignored.Social and official status can raise barrier in the communication.• Good senior authorities may try to overcome this barrier by developing a friendly contact with their colleagues • and employees.

Resistance changeThis is one of the severe psychological barriers.• People strongly oppose new views which are against their established opinions or customs.• People tend to avoid new ideas as they feel insecure in the new changes and methods.•


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Closed mindLimited intellectual background, reading habits and narrow interests make a person’s mind closed or • unreceptive.They lose the ability to accept new ideas suggestions for any changes to be made.• Close minded people understand only a limited part of a human nature so it becomes difficult to receive • communication with sympathy.Closed mind barrier can be overcome by counselling and suggestion schemes.•

Poor communication skillsPeople who lack writing and speaking skills find it difficult to convey a message properly.• Excited or nervous state of mind may deliver an unclear message.• One can overcome this barrier under learning and practicing communication skills.• Poor reading habits or lack of listening skill can be overcome by undergoing training and practice sessions.•

State of health conditionsPoor health can affect efficiency in communication.• In poor health, the mind is not alert and some content of message may be missed.• Perceptions are low when the state of health is poor.•

1.6.5 Cross-cultural BarrierCulture has its own set of values and trends which is followed by a certain group of people. People are so much influenced by their culture that they refuse to accept other views and opinions. Relationship between two countries can act as a cross-cultural barrier between employees of an organisation.

1.6.5.1 Significant Differences between CulturesDifferences between different cultures are:

Characteristics Differences

National characterEvery nation has a character of its own. Even neighbouring countries differ in character like the French, the Germans and the Swiss, who practice different culture, languages and so on.

LanguageThe culture of any group is reflected by their language. Connotations of words differ in different cultures. Also countries who speak same language, the significance of the words may not be the same.

Social relationships

A society is composed of different groups of people belonging to different castes, religions and so forth. Social relationships play a vital part in governing the lives of the people.

Concept of time

Concept of time is one of the difficult differences that cause barriers in cross-cultural communication. People from different regions give importance to time differently. Importance of time ultimately reflects on the work and social behaviour pattern. Attitude to time is a major problem in cross-cultural communication barrier between Indians and people belonging to western cultures.

Concept of spaceConcept of space differs with cultures. In some cultures the speaker stands close enough to touch often. People in South Asian countries maintain a distance ininter-personal communication.

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Thought process Thought process also varies with cultures. Some thought processes are strictly logical and rational while others are holistic and emotional.

Non-verbal communication

Non-verbal communication is another barrier in cross-cultural communication. The gestures and the frequency in the gestures vary drastically in two different cultures. The way of dressing, hairstyling, physical appearance, architecture and so on differs as per countries.

Para languagePara language means aspects of the voice. People in western culture prefer to speak in low tone, whereas Indians speak a bit louder. Some cultures follow low speech in formal environment and thus get embarrassed if any one speaks in higher tone.

Perception Perceptions are highly influenced by cultures. We perceive only the things our culture permits and follows. Even what smells “good” or “bad” is perceived differently.

Table 1.1 Differences between cultures

1.7 Remedies to Overcome Communication BarriersGood relations must be maintained between employee and employer to avoid misunderstanding and accept • each other’s view points.If a senior thinks differently than his subordinates or vice versa, it will affect the effectiveness of communication. • Therefore, there should be proper coordination.One must think according to receiver’s perspective. If the receiver is from non-technical background, then the • use of technical words must be avoided.The sender as well as receiver must transmit accurate messages to improve effectiveness.• There should be proper division of labour between persons in order to reduce information overload on a certain • superior.Proper communication channels must be used. If an employee needs an immediate reply to a message then oral • communication will be preferred over writing a letter.Words with different meanings must be avoided as it may cause misunderstanding.•


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SummaryThe different definitions of communication enable us to understand communication in the general sense and • in the specific context of business.Communication is needed in our daily life and its functions play a vital role in the smooth running of an • organisation.Communication can be oral, written or non-verbal depending upon the situation.• It is necessary to classify the barriers that result into incomplete or wrong communication.• Overcoming the most important psychological and cross-cultural barrier would lead to successful • communication.Repeated communication can overcome differences in perception.• Personal barriers in communication arise from human emotions, values and poor listening skills which can be • overcome if kept an eye on detail.Problems like understanding, interpretation and response to communication arise from social and personal • background and are known as socio-psychological barriers.Barriers to communication can be overcome if employees are properly trained and educated.• Efforts made by management like follow ups and feedbacks can lead to better communication.• There are various types of barriers such as semantic barriers, organisational barriers, barriers related to superior • subordinate, psychological barriers and so forth.There are some technical aspects in communication barriers such as Murphy’s Law, Meta-communication, • noise, filtering and so on.

ReferencesRonald B. A., Lawrence B. R. and Russell, F. P., 2009. • Interplay: The Process of Interpersonal Communication, 11th ed., Oxford University Press, USA. Gerson, S. and Gerson, S., 2010. • Technical Communication: Process and Product, 6th ed., Prentice Hall.Barriers to Communication,• [Pdf] Available at: <http://cas.upes.ac.in/pdf/Barriers%20to%20Commn%203.pdf>[Accessed 7 June 2013].Lunenbreg, F.C., 2010.• Communication:The Process, Barriers and Improving Effectiveness [Pdf] Available at: <http://www.nationalforum.com/Electronic%20Journal%20Volumes/Lunenburg,%20Fred%20C,%20Communication%20Schooling%20V1%20N1%202010.pdf>[Accessed 7 June 2013].2011.• Barriers to Communication [Video online] Available at: <https://www.youtube.com/watch?v=6gSqxi5T7PY&list=PL01914CF74F80BAC8>[Accessed 7 June 2013].2012.• Types of Communication [Video online] Available at: <https://mail.google.com/mail/u/0/?shva=1#inbox>[Accessed 7 June 2013].

Recommended ReadingDiSanza, J. R. and Leqqe.,N, J., 2008. • Business and Profectional communication, 4th ed., Allyn & Bacon.Rogers, C. R. and Roethlisberger, F.J., 2009. • Barriers and Gateways to Communication. Harvard Business Review.Hogan, K. and Stubbs, R., 2003. • Can’t Get Through: Eight Barriers to Communication. Pelican Publishing.

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Self AssessmentAn organisation requires both oral and _________________ communication.1.

languagea. writtenb. businessc. informald.

There are several communication barriers which are responsible for message not being understood by the 2. ______________.

recipientsa. encoderb. decoderc. senderd.

Thought process also varies with_______________.3. languagea. customsb. culturec. gesturesd.

__________is one of the difficult differences that cause barriers in cross-cultural communication.4. Timea. Placeb. Culturesc. Languaged.

The culture of any group is reflected by their _____________.5. languagea. customsb. traditionsc. valuesd.

Excited or nervous state of mind may deliver an/a ___________message.6. uncleara. misleadingb. confusingc. rationald.


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Match the following7.

A. Concept of time 1. Thought process varies with

B. Language 2. Excitement or nervousness of mind

C. Non-verbal communication 3. Another barrier in cross-cultural communication

D. Unclear message 4. Reflects the culture of the group of people

E. Cultures 5. It is one of the difficult differences that cause barriers in cross-cultural communication.

A-5, B-4, C-3, D-2, E-1a. A-3, B-1, C-5, D-2, E-4b. A-1, B-2, C-3, D-4, E-5c. A-2, B-1, C-5, D-3, E-4d.

Which of the following statements is true?8. Statements that go beyond facts and conclusions based on facts are called non-verbal communication.a. Statements that go beyond facts and conclusions based on facts are called paralanguage.b. Statements that go beyond facts and conclusions based on facts are called concept of space.c. Statements that go beyond facts and conclusions based on facts are called inferences.d.

Which of the following statements is true?9. Perceptions are highly influenced by cultures.a. Perceptions are highly influenced by religion.b. Perceptions are highly influenced by community.c. Perceptions are highly influenced by people.d.

Which of the following statements is true?10. Verbal communication is another barrier in cross-cultural communication.a. Written communication is another barrier in cross-cultural communication.b. Non-verbal communication is another barrier in cross-cultural communication.c. Non-verbal communication is another barrier in personal socio-psychological barriers.d.

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Chapter II

Communication Process Types

Aim


explain the communication process•

explicate the components of communication process•

explain types of communication•

Objectives


explain the concept of communication process•

enlist types of communication based on purpose and style•

elucidate the process of communication•

Learning outcome


recognise the importance of the communication process•

understand the components of communication process•

identify various types of communication based on communication channels•


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2.1 IntroductionCommunication is a process that involves exchange of information, thoughts, ideas and emotions. Communication is a process that involves a sender who encodes and sends the message, which is then carried via the communication channel to the receiver where the receiver decodes the message, processes the information and sends an appropriate reply via the same communication channel.

The main components of establishing a successful communication are sender, receiver, message, channel and • feedback.The writer or speaker of the message is known as a sender and the one who reads or listens to the message is • called a receiver.The sender and receiver have common frame of reference consisting of social, cultural and religious elements. • It is necessary that the sender and receiver co-operate with each other and are willing to speak and listen.Channel is the term used for specialised language. The medium of communication may be linguistic or non-• linguistic codes such as diagram, chart or signs, the choice of which is determined by the situation.When a message is transmitted, a feedback is expected from the receiver. The feedback may be immediate or • delayed one.A communication is said to be successful when the true meaning of message reaches the receiver.•

2.2 Process of CommunicationThe main components of communication are: sender, message, channel (or medium), receiver and response.

Communication requires two parties – a sender and a receiver who interact within a common frame of • reference consisting of shared social, cultural, religious and national emblems. Apart from this shared common understanding, it is necessary that the sender and receiver co-operate with each other and are willing to speak and listen.Channel is the term used for the specialised use of language. In a scientific conference, participants are likely • to use technical language which is not the language that is spoken in the home environment. Geographical locations are also responsible for variations in language.The medium of communication may be a language or a non-linguistic code such as a diagram, chart or system • of signs such as the Morse code used by the National Cadets Corps (NCC). The choice of a channel or a medium is determined based on the situation.When the sender transmits a message, a response is expected from the receiver. The response may be immediate or • a delayed one. Successful communication takes place when the meaning of the message reaches the receiver.Feedback is not same as response but is the sender's observation of the receiver's response. Let us consider an • example. An NGO is in urgent need of funds. When it receives a negative response from the personnel officer, it may try to obtain some clues as to why this response was generated. The feedback is hence a partial clue to the success or failure of a communication.The semantic gap is the mismatch between the sender and the receiver due to improper communication. A message • may fail to produce a desired response. For instance, a teacher announces in the class that students should begin maintaining a diary for their academic activities. However, the students fail to comply with this instruction. Why has the communication failed? It may be due to several reasons, a few of which are mentioned below:

Lack of ability to establish a successful communication on the part of the teacher. The teacher has not been �able to emphasize the importance of the message.The teacher was not clear about the aim and was unaware of the reason why the students needed to maintain �such a kind of a diary.The students (the receivers in this case) could not understand the message properly. �

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Fig. 2.1 Basic communication process(Source: http://www.articulate.com/rapid-elearning/how-do-you-communicate-with-your-e-learners/)

2.3 Types of Communication Based on Communication ChannelsCommunication can be divided in three parts:

Fig. 2.2 Types of communication

Written communicationWritten communication is one of the most effective ways of communication which facilitates record • maintenance.It acts as legal evidence as it provides valid records and ensures little risk of unauthorised alteration in the • message.The types of written communication are memos, proposals, letters, quotations, e-mails, minutes, forms, contracts • etc.

Oral/Verbal communicationOral communication takes place between two or more people either face to face or through electronic or • mechanical devices.It is essential for client and inter-office interaction, meetings, discussions.• Oral communication depending on the importance, is transferred to written communication as oral communication • cannot be referred.

Basic Communication Process

Transmitter encodes the

message

Start with a message

Encoded message is transmitted

Encoded message is received

Receiver decodes the

massage1

2

3

4

5


16

Non-verbal communicationWhen interacting with others, we continuously perform some gestures which compliment oral • communication.The way of looking at someone can communicate many things like affection, attraction, anger, doubt, etc.• From all non-verbal gestures, like how we sit, how fast, slow or loud we speak or how do we keep the eye • contact, sends strong message to the receiver while communicating.Signs and symbols also convey messages, thus they are part of non verbal communication.•

2.4 Types of Communication Based on Style and PurposeBased on the style of communication, there can be two broad categories of communication:

Formal communication• Informal communication•

These have their own set of characteristic features.

Formal communicationFormal communication includes all the instances where communication has to occur in a set formal format.• Typically this can include all sorts of business communication or corporate communication. The style of • communication in this form is very formal and official.Official conferences, meetings and written memos and corporate letters are used for communication.• Formal communication can also occur between two strangers when they meet for the first time.• Hence formal communication is straightforward, official and always precise and has a stringent and rigid tone • to it.

Informal communicationInformal communication includes instances of free unrestrained communication between people who share a • casual rapport with each other.Informal communication requires two people to have a similar wavelength and hence occurs between friends • and within family.Informal communication does not have any rigid rules and guidelines.• Informal conversations need not necessarily have boundaries of time, place or even subjects for that matter • since we all know that friendly chats with our loved ones can simply go on and on.

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SummaryThe process of communication and the elements involved in this process include the sender, the message, the • channel, the receiver, the feedback and the context.Communication requires two parties – a sender and a receiver.• The medium of communication may be linguistic or non-linguistic codes such as diagram, chart or signs, the • choice of which is determined by the situation.The definition of communication enables us to understand communication in the general sense and in the specific • context of business.Communication is needed in our daily life and its functions play a vital role in the smooth running of an • organisation.Communication can be oral, written or non-verbal based upon the situation.• Communication can be formal or informal depending on the circumstance.•

ReferencesCaroll, N. R. 2010. • The Communication Problem Solver:Simple Tools and Techniques for Busy Managers,Library of Congress Catologing.Bennett M.J.,1998.• Basic Concepts of Intercultural Communication: Selected Readings, Intercultural Press.Communication Concepts and Problems, [Pdf] Available at: <http://pathways.cu.edu.eg/subpages/downloads/• Communication_Chapter_1.pdf>[Accessed 10 June 2013].Communication Process• [Pdf] Available at: <http://faculty.ksu.edu.sa/drfahad/Articles/Communication%20Process.pdf> [Accessed 10 June 2013].2011. • Types of Communication [Video online] Available at: <https://www.youtube.com/watch?v=TOscWvUddgk> [Accessed 10 June 2013].2011. • Communication Process [Video online] Available at: <https://www.youtube.com/watch?v=zM073CjcNFI> [Accessed 10 June 2013].

Recommended ReadingGerson, S. and Gerson, S., 2010, • Technical Communication: Process and Product, 6th ed., Prentice Hall.Ronald, B. Adler., Lawrence, B. Rosenfeld. and Russell, F. Proctor., 2009. • Interplay: The Process of Interpersonal Communication, 11th ed., Oxford University Press, USA.McKay, M., 2009. • Messages: The communication Skills Book, 3rd ed., New Harbinger Publications


18

Self AssessmentThe writer or speaker of the message is known as _______.1.

sendera. messageb. channelc. receiverd.

The one who reads or listens to the message is called ___________.2. sendera. messageb. channelc. receiverd.

__________ encodes and sends the message.3. Sendera. Messageb. Channelc. Receiverd.

__________ decodes the message, processes the information and sends an appropriate reply via the same 4. communication channel.

Sendera. Informationb. Channelc. Receiverd.

____________is the mismatch between the sender and the receiver due to improper communication.5. Semantic gapa. Communication gapb. Message gapc. Channel gapd.

___________communication is straightforward, official and always precise and has a stringent and rigid tone 6. to it.

Formala. Informalb. Verbalc. Non-verbald.

Official conferences, meetings and written memos and corporate letters are used for ______________.7. a. meetingsa. b. interactionb. c. servicesc. d. communicationd.

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Which of these is not a written communication?8. Memosa. Proposalsb. Letterc. Discussionsd.

Which of these is a non verbal communication?9. Memosa. Proposalsb. Letterc. Signs and symbolsd.

___________ acts as legal evidence as it provides valid records and ensures little risk of unauthorised alteration 10. in the message.

Written Communicationa. Oral Communicationb. Non verbal Communicationc. Formal Communicationd.


20

Chapter III

Importance of Communication at Workplace

Aim


explain the role of communication at workplace•

define external communication•

explicate the role of communication in disciplinary activities•

Objectives

The objective of this chapter is to:

explain the significance of communication at workplace•

enlist various types of communication at workplace•

define the relation between an effective communication and disciplinary matters•

Learning outcome


define communication•

identify the types of communication at workplace•

recognise the role of an effective communication and their job•

21

3.1 IntroductionAn organisation thrives and flourishes only if it works in harmony. To bring about harmony, effective and efficient communication at workplace is essential. Communication plays a very important role in an organisation. In fact, it is said to be the lifeline of the organisation. Everything in the universe, human or otherwise, communicates; though the means of communication may be very different. Communication is very crucial and unavoidable, as we have certain views and opinions, which we want to convey to another person, group or even to the outside world. Communication in an organisation is inevitable.

Departments communicate on a periodic basis in respect to daily activities and the organisation's relationship with the external world. This is done via written and unwritten means, either planned or impromptu. It could be hierarchical, that is, from top to bottom or vice versa. It could be formal, informal, vertical, horizontal or diagonal. Irrespective of the means, modes or types of communication, occurrence of communication is essential and of prime importance. Communication within an organisation could be grapevine or rumour. In totality, communication in an organisation is very complex and needs to be correctly managed handled and monitored to avert chaos, crisis or conflict. The basic functions and roles of the management cannot be conducted without communication. Planning organising, coordinating, budgeting, monitoring, controlling, staffing, delegation; including marketing, production, financing, staffing (human resource managing), research and development, purchasing, selling, etc cannot be coordinated, harnessed and their goals achieved devoid of communication.

Communication plays a key role in meetings, annual general meeting ordinary meeting, urgent meeting, etc. The effectiveness of an organisation also depends on the success of its meetings where goals to be achieved, targets to be met and activities to be carried out are ironed out and discussed. If the ideas are not comprehended at meetings, the workers are bound to then one need to be sure that the workers will mess up everything. Thus, the chairman of the meeting must be an effective speaker or communication capable of ensuring that everyone got what has been discussed correctly. This will help eradicate rumours and grapevine and eventually achieve set standards, goals and/or objectives. In conclusion, everyone in an organisation needs to have good communication skill, not the boss only, but also the subordinates. It is what all of us (workers) need to jointly strive to achieve the set goals. Remove communication in an organisation, we are going to have dead entity, good for nothing and worth been shut down. Communication is the backbone for organisation's success.

3.2 Importance of Communication at WorkplaceCommunication problems can make the work environment uncomfortable and unproductive for everyone, and not just the individuals directly involved in the issue. The source of the problem could be everything from personal management styles and educational backgrounds to personality conflicts and cultural differences. And it only gets worse when past disagreements start influencing future decisions.

3.3 Formal Communication at WorkplaceFormal communication is a kind of communication that stems from necessity, rather than choice.• Instructions, orders, guidelines, feedback and appraisals provided to employees by the employer comprise of • formal communication at workplace.Reporting, feedback, complaints and sanctioning of leave are the components of communication from the • employee to the employer.

3.4 Informal Communication at WorkplaceThis is the kind of communication that takes place between employees or between the employee and the employer • in an informal manner and about unofficial things.This implies a sense of friendship between the various parties involved.• Informal communication also has some drawbacks, as many people choose to gossip a lot and spread rumours • about other people. This is known as the 'grapevine'.


22

3.5 Keys to Successful Workplace CommunicationImproving your communication skills will enable you to establish better working relationships. Poor workplace communication skills will have negative effects on your business relationships and may result in decreased productivity. The keys to successful communication at workplace are as follows:

Personal contact is important.• Develop a network.• Always be courteous in your communications with others.• Be consistent and clear in your workplace communications.• Compromise decreases the tension associated with conflict• Listen to what others are saying and show interest in the conversation. Listening demonstrates respect and • admiration

3.6 Communication Aspects in Disciplinary MattersIn case of disciplinary matters, following aspects of communication are important:

The language to be used needs to be simple and straightforward• Only factual details are to be given in the communication• If the charges are elaborated, a separate annexure of the charge sheet must be appended• While issuing the charge sheet, legal aspects of communication must be kept in mind• The order of punishment should be straight forward and minimum informal words are to be used• The communication of the charge sheet may be sent either personally or by post• The letter must state specifically why this charge be treated as an act of indiscipline•

3.7 Objectives of CommunicationThe ability to communicate well is an asset to those who possess it. To be able to communicate effectively in • speaking and writing is a highly valued skill. In numerous surveys, it has been seen that business executives rank the ability to communicate among the personal factors necessary for promotion.The use of effective communication extends to all areas of business, including management, technical, clerical, • and social positions.The purpose of communication is to get your message across others.• This is a process that involves both the sender of the message and the receiver. This process leaves room for • error, with messages often misinterpreted by one or more of the parties involved. This causes unnecessary confusion and counter productivity.A message is successful only when both the sender and the receiver perceive it in the same way.• In a survey conducted by the University of Pittsburgh's Katz Business School, in the U.S., recruiters from • companies with more than 50,000 employees cited communication skills as the single most important decisive factor in choosing managers. It also pointed out that communication skills, including written and oral presentations, as well as an ability to work with others, are the main factor contributing to job success.

3.8 Communication As “Livelihood” of an OrganisationAn organisation is a group of people associated for business, political, professional, religious, aesthetic and social or other purposes. These activities require people to interact and react, i.e., to communicate. They exchange information, ideas, plans; make decisions, rules, proposals, contracts, and agreements. In other words, communication is the “livelihood” of every organisation.

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3.9 Internal Communication at Organisation LevelEffective internal communication can be downward, upward, and horizontal.• It helps to increase job satisfaction, safety, productivity and profits and decrease absenteeism and grievances.• When employees receive appropriate ‘downward' communication from the management, they can be easily • motivated and can work more efficiently. In all, for any amount of employee welfare, employers are accountable for their decisions through effective downward communication. Employers who communicate effectively have more productive employees.Many executives sincerely seek frank comments from employees, in addition to the usual periodic reports. As • a response to increasing global competition, some companies are developing new management styles, which make input from employees an integral part of important decisions affecting the company.Effective ‘horizontal' communication between peers is also essential in organisations; in order to solve problems, • perform job duties, prepare for meetings and co-operate on important projects.

3.10 External Communication at Organisation LevelMessages to persons outside the company can have a far-reaching effect on its reputation and ultimate • success.The right letter, proposal, report, telephone call or personal conversation can win back a disgruntled customer, • create a desire for a firm's product or service, and help to negotiate a profitable sale, encourage collections, motivate performance and in general, create goodwill.The media, business organisations, political groups are seriously concerned about enhancing their public • image.Well-planned public speeches, tactful replies to comments and criticisms, free informative pamphlets, annual • reports and image-building interviews with the news media. All these messages should be transmitted with an emphasis on honesty, openness, and concern for the public.

3.11 Benefits of Effective CommunicationEffective communication skill is a prerequisite for success in any job or field. The various benefits include:

enhancing the career graph and consequent advancement in employment• personal growth depends on effective communication•

3.12 Communication - A Valuable Job RequirementIf your career requires mental rather than manual labor, your progress will be strongly influenced by how effectively you can communicate your knowledge, proposals and ideas to others who need or should receive them. The following table lists a host of jobs that strongly require communication skills.

Communication is a primary responsibility in many careers, such as customer relations, labor relations, marketing, • personnel, public relations, sales and teaching.Also technical and scientific fields need editors, producers, researchers and writers. Advancement can be made • to management, research, training and consulting positions.Even if your work is mainly with figures, as in the accounting profession, the ability to communicate to those • who read your financial reports is essential.


24

SummaryAn organisation thrives and flourishes only if it works in a harmony.• Reporting, feedback, complaints and sanctioning of leave are the components of communication from the • employee to the employer.Proper communication encourages and upholds this spirit of teamwork and cooperation amongst the • employees.Effective communication enables the smooth transmission of information and data to the various sub-• systems.Internal communication within an organisation may be formal or informal and can flow in vertical, horizontal • and diagonal directions. Communication can be both oral and written.The purpose of communication in an organisation consists of informing others or being informed, directing • others or being directed, influencing others or being influenced.There are several principles for effective corporate communication, regarding delegation of responsibility • and authority.Effective internal communication can be downward, upward, and horizontal.• It helps to increase job satisfaction, safety, productivity, and profits by eliminating misunderstanding among • employees.Upward communication is becoming increasingly important, as executives require feedback from • subordinates.External communication should be carefully monitored and made as error-free as possible because it has far • reaching effects on the reputation and success of the organisation.

ReferencesMoreno, M., • The Writer's Guide to Corporate Communications, Perkins, P. S., 2008.• The Art and Science of Communication: Tools for Effective Communication , John Wiley & Sons.Workplace Communication• [Pdf] Available at: <http://hrs.wsu.edu/File/Workplace%20Communication%20-%20Presentation%20Notes.pdf>[Accessed on 10 June 2013].2008. • Communication at Work [Video online] Available at: <https://www.youtube.com/watch?v=kPSmGMOVyhE> [Accessed on 10 June 2013].Meyerson, H., • Top 7 Keys to Successful Workplace Communication [Online] Available at: <http://www.rotaryeclubone.org/articles/7Keys_Successful_Workplace_Communication.htm> [Accessed on 10 June 2013].Communication at work-Part 2 Non Verbal Communication• , [Video online] Available at: <https://www.youtube.com/watch?v=lvAT2XiyU9s[Accessed on 10 June 2013].

Recommended ReadingKelly, M. S., 2006. • Communication @ Work : Ethical, Effective, and Expressive Communication In the Workplace , Pearson Allyn and Bacon Publications.Picardi, R. P., 2001. • Skills of Workplace Communication: A Handbook for T&D Specialists and their Organisations, Greenhouse Publications.Goodall S., Goodall H. L. and Jr. Schiefelbein, J. 2009. • Business and Professional Communication in the Global Workplace, Cengage Learning.

25

Self Assessment________ is the kind that stems from necessity, rather than choice.1.

Written communicationa. Oral communicationb. Non verbal communicationc. Formal communicationd.

Instructions, orders, guidelines, feedback and appraisals provided to employees by the employer comprise of 2. ________ in the workplace.

written communicationa. oral communicationb. non verbal communicationc. formal communicationd.

________ is the kind of communication that takes place about unofficial things.3. Written communicationa. Informal communicationb. Non verbal communicationc. Formal communicationd.

Many people choose to gossip a lot and spread rumours about other people. This is known as the 'grapevine'. 4. It is a part of_____________.

written communicationa. informal communicationb. non verbal communicationc. formal communicationd.

Which of these is not an important aspect of communication at workplace?5. Always be courteous in your communications with others.a. Be consistent and clear in your workplace communications.b. Compromise increases the tension associated with conflict.c. Listen to what others are saying and show interest in the conversation. Listening demonstrates respect and d. admiration.

Effective internal communication can be downward, _________, and horizontal.6. upwarda. sidewardb. towardc. belowd.

Well-planned public speeches, tactful replies to comments and criticisms, free informative pamphlets, annual 7. reports and image-building interviews with the news media should be transmitted with an emphasis on ___________, openness, and concern for the public.

dishonestya. liesb. hatredc. honestyd.


26

Effective communication skill is a prerequisite for success in any job or field. Which of these is not the benefit 8. of effective communication?

An effective communication skill will enhance your career graph and consequent advancement in a. employment.Job, promotion, and professional reputation often depend upon how well one writes and are influenced by b. how effectively one can speak.It is a valuable asset for personal growth.c. Effective Communication is not beneficial in needed in career growth.d.

Which of the following is not concerned with effective communication?9. Increase job satisfactiona. Increase safetyb. Increase productivityc. Increase misunderstanding among employeesd.

Which of the following is not concerned with effective communication?10. Increase absenteeisma. Decrease grievancesb. Increase safetyc. Increase productivityd.

27

Chapter IV

Better Public Speaking & Presentation

Aim

The aim of the chapter is to:

explain the concept of public speaking•

illustrate the skills required for a successful presentation•

elucidate tips for effective presentation•

Objectives

The objective of this chapter is to:

explain and formulate the concept of public speaking•

explicate the skill of preparing a presentation•

elucidate the requisites of a successful presentation•

Learning outcome

At the end of the chapter, you will be able to:

understand the techniques of public speaking •

classify the stages required for a presentation•

reco• gnise the audience need and full their requisites


28

4.1 IntroductionPresentation is the process of presenting the content of a topic to an audience. It is a matter of personal preference as per the comfort level of the individual. Facts and figures, case-studies and illustrative material should be used whenever required. There are different types of projects including professional, presentations for students at school or college or other general projects. Presentation can also be done by presenting brochures, posters and collages to the audience.

Presentation or speech, at formal occasions and in meeting of group, is categorised in four types:read• memorised• extemporaneous• impromptu•

4.2 DefinitionPublic speaking is defined as the process of speaking to a group of people in a structured, deliberate manner • intended to inform, influence or entertain the listeners.It is a powerful tool used for motivating, influencing, persuading, informing, translating to or simply entertaining • the audience.Public speaking is also one of the greatest fears among the human race.• Public speaking is enlarged conversation.• A voice is a vote; one speaks in the hope of being heard.• Speaking in public, confidently, without hesitation and keeping the audience spellbound, is something that can • be achieved only over practice.

4.3 Speaking to AudienceSpeaking to an audience can be fun and exciting if well prepared.• If the speaker lacks proper preparation or a clear, definite goal, the presentation can be a disaster.• Preparation is the key to successful speaking.• To make one’s presentation effective, objectives must be clearly determined and defined.• One needs to answer the following questions:•

Why am I giving the presentation �What do I want the audience to understand from the presentation �You must be familiar with the topic you are going to speak along with determining your audience. �

4.4 Preparing a PresentationThe following steps are required in preparing a presentation:

Determine the objective and goal of the presentation• Analyse your audience to whom you are going to present• Plan and prepare your presentation structure well• Start your presentation with an introduction• Outline the segments as per the structure of the presentation• Conclude the presentation and mark the objectives achieved• Compose the introduction and conclusion in such a way that it should have the strongest impact on the • audience

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4.5 Achieving Clarity and ImpactTo achieve clarity and throw an impact on your audience, you need to follow the following steps:

keep your presentation short and sweet• make it simple so that it is understandable to most of the audience• mention the key points to be covered in the presentation• highlight important points• keep your segments short and precise else, longer presentation can lead to boredom and lack of attention within • the audience

4.6 Using VisualsThe following steps can be considered to grab the attention of your readers using visual aids:

consider the visual aids required for the presentation• the presenter must be familiar with the usage of slide projectors, data projectors, video machines and • computersdo not cram too much information onto a single visual• graphics must be large enough to be visible to the audience clearly• avoid turning back to your audience•

4.7 Arranging the RoomAlong with the steps mentioned above, the surrounding and the environment can also add an equal impact (e.g., arrangement of the room). Ensure the following steps are followed:

visit the room in which you will make the presentation• analyse seating arrangements, circle seating arrangement is best suited which makes the interaction with • audience betterconsider lighting space and temperature of the room• avoid memorising all points rather understand the topic• stay focused on your purpose•

4.8 Tips and TechniquesSome of the tips that may help to make your presentation a great success are mentioned below:

avoid using too many facts and figures, statistics, which would only lead to unnecessary confusions• in case you forget words, relax and continue with whatever comes to your mind focusing the objective• be optimistic and visualise yourself succeeding• begin with a large breathe• focus mainly on the needs of the audience•

4.9 Presentation Planning ChecklistPresentations can be planned beforehand.

4.9.1 PresentationThe following checklist is essential for a presentation:

How effective is your topic and contents• Have you defined your objectives and goals clearly• Are the main points arranged in a logical sequence• Do your content need the support of visual aids• How strong is your conclusion•


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4.9.2 DeliveryThe following checklist is necessary for the delivery of presentation:

How knowledgeable are you in reference to the chosen topic• Are all important topics covered in the presentation• The presentation must be designed based on your place of presentation; whether indoor, outdoor, standing or • sittingRe-check the visual aids to ensure they are working• Try visiting your site of presentation and rehearse before final presentation•

4.9.3 AppearanceThe checklist to enhance the appearance of your presentation is given below:

Appropriate dressing and grooming need to be considered• Practice and rehearse well before the final presentation• Body language must be considered•

4.9.4 Visual AidsThe following checklist must be considered for the visual aids of the presentation:

The visual aids must be easy to read and understand• Communicate using points and not long lines and paragraphs• The visual aids must be visible from all areas of the room•

4.10 Understanding Presentations AspectsDetermine the look and duration of the presentation• A break might be required for a longer presentation• The speed of speech delivery must not be ignored, an average person speaks at the rate of about 100 words per • minuteSome kind of humor might be added along with keeping the presentation short up to 20 minutes.•

4.10.1 Making Technical Talk Interesting

It is mostly found among engineers who take the audience for granted during talk, using technical terms• If your voice drones in monotone the content lacks excitement eventually the audience may become bored.• Every topic has some interesting points you may highlight those from time to time.• Technical topics are not dull or dry but the speaker may make it by the style of presentation.•

4.10.2 Preparation

Devote enough time for researching, writing and preparing for a speech• Consider and utilise experience, topics knowledge, skill in public speaking and so on• Refer an old presentation to create a new one• Speech writing is different than writing a printed page• Use words that are familiar in use for conversation purpose•

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4.10.3 Research

You need to have optimum knowledge to become an efficient speaker• To gain knowledge research is needed• Adding up collected data and figures, citing live examples are of a great help• Newspapers, books, magazines, sites etc. Are all source of research• Have a nice set of collectibles and select the best among them•

4.10.4 Organising Materials

Create index cards• Organise the material on paper first• Only one piece of info must be noted on one card•

4.11 Delivering PresentationFollowing are the points to be considered while delivering presentation

Establish eye contact with audience• Presentation must be more interactive• Speak loudly and in a clear tone• Use interactive gestures, tone and volume• Emphasize important points• Leave enough time for audience after every topic to understand the topic and ask questions• Conclude by summarising the key points•


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SummaryA successful manager must acquire the art of public speaking, convincing and at times even manipulating the • audience.The speaker must know the objective of the audience and must achieve it.• The presentation must not be very lengthy as it may lose audience interest.• Visual aids and illustration must go with every presentation for clear understanding.• The place of presentation must be viewed and checked as per presentation requisites.• A successful presentation always focuses on the needs of the audience.•

ReferencesMcCarthy, P. and Hatcher, C., 2002. • Presentation Skills: The Essential Guide for Students, SAGE.Statz, R. S., 2003. • Public Speaking Handbook for Librarians and Information Professionals, McFarland.Presentation Skills / Public Speaking • [Pdf] Available at: <http://www.phy.cuhk.edu.hk/ilc/PublicSpeaking.pdf> [Accessed 10 June 2013].Develop Your Public Speaking Skills: Tips for Beginning Speakers, Speech Coaches, and Judges• [Pdf] Available at: <http://edis.ifas.ufl.edu/pdffiles/WC/WC02300.pdf> [Accessed 10 June 2013].Graham, R., 2007. • Public Speaking/Presentation Skills Keynote with Robert Graham [Video online] Available at: <http://www.youtube.com/watch?v=5U-ecOk0gWA> [Accessed 10 June 2013].Presentation Skills Training from World Champion of Public Speaking• [Video online] Available at: <http://www.youtube.com/watch?v=gAfThre5lv4> [Accessed 10 June 2013].

Recommended ReadingRyan, P., 2011. • Top Tips for Public Speaking, DoctorZed Publishing.Jaffe, C., 2009. • Cengage Advantage Books: Public Speaking: Concepts and Skills for a Diverse Society, 6th ed. Cengage Learning.Rose, J., 2008. • Take the Stage & Love It!: Inspiring Stories and Motivating Tips to Enhance Your Public Speaking Skills, iUniverse.

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Self AssessmentTo achieve clarity you need to keep your presentation______________ and ___________.1.

detailed, extensive a. short, simpleb. precise, extensivec. scientific, technicald.

A constant ____________ with individual from audience is needed to keep the audience intact.2. interaction a. humor b. eye-contact c. talkd.

The words used in speech must sound like _____________.3. conversationa. dictationb. friendly talkc. vagued.

Start your presentation with ______________.4. technical concepts at firsta. visual aidsb. introductionc. illustrationsd.

Organising material for speech can be made easy by making _____________.5. lengthy notesa. short notesb. index cardsc. diagramsd.

Which of the following statements is true?6. An ideal speaker does not add their own data and experience with the external research and examples.a. An ideal speaker must add their own data and experience with the external research and examples.b. An ideal speaker does not add their own data and external research as he is knowledgeable enough of his c. topic.An ideal speaker depends on external research and examples as he may not be related to the subject of the d. presentation.

Which of the following statements is true?7. The speaker must not visit the room of presentation prior to presentation as it may nervous the speaker.a. The speaker must visit the room of presentation prior to presentation as it may nervous the speaker.b. The speaker must not visit the room of presentation prior to presentation as it may make the speaker c. relax.The speaker must not visit the room of presentation prior to presentation.d.


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A. Index Cards 1. This arrangement is best suited if interaction with audience is part of the presentation.

B. A Break 2. If your presentation lasts longer then it is recommended.

C. Circular seating 3. It can help in organising your material and making notes.

A-3, C-1, B-2a. A-1, B-2, C-3b. A-2, B-1, C-3c. B-3, A-2, C-1d.

A successful __________ must acquire the art of public speaking, convincing and at times even manipulating 9. the audience.

managera. audienceb. staffc. individuald.

If the speaker lacks proper preparation or a clear, definite goal, the presentation can be a _________.10. successa. outstandingb. appreciatedc. disasterd.

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Chapter V

The Seven C’s of Effective Communication

Aim


analyse the principles of effective communication•

develop the understanding of the concept of seven C's•

explain the significance of seven C's in an effective communication•

Objectives


explain the seven C’s and understand it•

describe clarity and courtesy •

discuss how to utilise the seven C's effectively•

Learning outcome


explain concreteness and consideration•

illustrate on correctness and conciseness•

use the s• even C's in their communication processes


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5.1 IntroductionFor effective written and oral communication, one must follow certain communication principles. These principles are called the seven C’s, which provide guidelines to choice content, style and meet the purpose of message. The principles are based on some common facts so they may overlap at certain instances.

5.2 CompletenessA message is “complete” when it contains all the facts the reader or listener needs to know.• The sender and receiver have different mental filters influenced by their backgrounds, needs, experiences, • emotions and so on.Complete messages bring desired results and benefit numerously.• Complete message conveys the thoughts more clearly and avoid any kind of misunderstanding.•

To achieve completeness, follow the guidelines given below:

5.2.1 Provide all the Necessary InformationIt is necessary that you provide all the information needed by the receiver for accurate understanding. The message must be clear.

5.2.2 Answer All Questions Asked

When a message is sent as a reply to any enquiry it must answer all the questions stated and implied• If you are not able to answer any question or lack in information make it clear in the reply• If you need any information form the enquirers list it clearly for a precise answer to be replied.•

5.2.3 Give Something Extra, When Desirable

Sometimes it is necessary that you answer a specific query more than what it has asked for.• The sender of the message may not know what they need or at times their question may be inadequate.•

5.3 ConcisenessConciseness is conveying message in the fewest possible words without losing any information.• Conciseness is a prerequisite to an effective communication.• A message is concise when unnecessary words are avoided and important information is stressed on.•

To achieve conciseness one must follow certain rules, which are given below:

5.3.1 Eliminate Wordy Expressions

Use single word substitutes instead of phrases whenever possible without changing the meanings.• Wordy: In due course �Concise: Soon �

Omit unnecessary expressions.• Wordy: Please be advised that your admission statement was received. �Concise: Your admission statement has been received. �

Replace wordy conventional statements with concise versions.• Wordy: Please find attached the list you requested. �Concise: The list you have requested for is attached. �

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Avoid over using of empty phrases.• Wordy: It was known by Mr. Smith that we must reduce inventory. �Concise: Mr. Smith knew we must reduce inventory. �

Omit “which” and “that” clauses whenever possible.• Wordy: She bought desks that are of the executive type. �Concise: She bought executive-type desks. �

Eliminate unnecessary prepositional phrases.• Wordy: The issue of most relevance is teamwork. �Concise: The most relevant issue is teamwork. �

Limit use of passive voice.• Wordy: The total balance due will be found on page 2 of this report. �Concise: The balance due is on page 2 of this report. �

5.3.2 Include Only Relevant Material

For effective concise message you must not only omit unnecessary words but also irrelevant statements.• Observe the following suggestions to include relevant facts:•

Stick to the purpose of the message �Delete irrelevant sentences and tedious sentences �Omit information which is known to the receiver. Do not repeat things which are already discussed and �transmitted to the receiverAvoid the use of unnecessary explanations, excessive adjectives and prepositions. �

5.3.3 Avoid Unnecessary RepetitionsSometimes repetitions are necessary for emphasis. But if the message is repeated without reason it becomes wordy and boring.

5.4 ConsiderationConsideration means preparing every message with the message received in mind.• Put yourself in the place of receiver and frame a message as desired.• This thoughtful consideration is also called “you-attitude”, empathy, the human touch and understanding of • human nature.The three specific ways to indicate consideration are:•

5.4.1 Focus on “You” Instead of “I” or “We”

To create considerate and audience targeted messages, focus on how the receiver will be benefitted from the • message.Tell others how they feel assuming you know their needs and create you attitude.• Messages that use “we” can be receiver-oriented if the “we” includes the recipient of the message.•

5.4.2 Show Audience Benefit

Stress on the points how receiver will be benefitted. Benefits means it must meet recipients needs and address • their concerns.The message must be created keeping in mind the receiver’s perspective.• Try to personalise the readers benefit instead of writing it in general way.•


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5.4.3 Emphasize on Positive and Pleasant Facts

Third way to show consideration is to accent the positive.• Stressing on what can be done instead of what cannot be done for you receiver will be a positive attitude.• Some of the positive words to which people react favourably are cordial, benefit, happy, help, pleasure, thoughtful • and thanks.Some of the negative words to which people react unfavourably are blame, failed, fault, regret, unfair, reject • and so on.

5.5 ConcretenessConcrete way of communicating is being specific, definite and vivid rather than vague and general.• In professionals aspects concrete facts and figures need to declare because the receiver knows exactly what is • desired.

The following guidelines help you create concrete messages:

5.5.1 Use Specific Facts and Figures

Use exact and precise statement or figure in place of a general word to create a concise message.• It is desirable to use general expressions but with some exceptions mentioned below:•

when it is not possible to be specific: You may not have the precise figures or facts. �when you desire to be considerate: “You have missed three invitations to my office” sounds rude. You may �be more tactful by saying “I’ve sent you several reminders to see me in my office”.when exact figures are unimportant, as in “more than the committee was present” �

5.5.2 Put Action in The Verbs

Verbs can activate other words and help to make your sentences influential.• Use active verbs and action verbs rather than nouns and infinitives.• Use of active voice is recommended compared to passive voice.•

5.5.3 Choose Vivid, Image-Building WordsA well chosen use of concrete nouns, figurative language and comparisons make your messages powerful, vivid and specific.

5.5.4 Sensory Appeal

Concrete language evokes a sensory response in people.• It appeals to five senses: sound, sight, smell, touch and taste.•

5.6 ClarityClarity means communicating without any uncertainty.• The receiver without taking any extra effect must understand the message.• Following are some of the methods to achieve clarity in a message:•

5.6.1 ComparisonsAnalogies or comparisons can make an unclear idea clearer or more vivid.

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5.6.2 Choose Precise, Concrete and Familiar Words

By maintaining a balance between precise and familiar words, clarity can be achieved.• Precise and concrete langue conveys an exact message desired by the receiver.• Familiar words make the receiver more receptive.•

5.6.3 Construct Effective Sentences and Paragraphs

A correct sentence is the core of clarity.• Use of short sentences is preferred over lengthy sentences.• Suggested average sentence length should be 17 - 20 words.• A sentence must be closely related with similar ideas.• The words must be arranged carefully to clearly express the ideas.•

5.7 CourtesyTrue courtesy involves being aware not only of the perspective of others but also their feelings.• Writers who send cordial, courteous messages to deserving parties help to build goodwill.• Be sincerely tactful, thoughtful and appreciative with your words.• Choosing non-discriminatory expressions reflects equal treatment of gender, race, ethnic origin and physical • features.

5.8 CorrectnessThe correctness of communication mainly concerns grammar, punctuation and spelling.• The term correctness also implies:•

use of right level of language �accuracy in figures, facts and words �acceptable writing mechanics �


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SummaryCompleteness gives consistency to the communication.• Clear message leaves no ambiguity.• Consciousness is using the exact number of words.• Consideration provides the human attitude in a message.• Correctness implies being systematic and definite.• Courtesy refers to politeness and accuracy which lead to an effective communication.•

ReferencesJones, L. and Alexander, R., 2000. • New International Business English: Communication Skills in English for Business Purposes. Student's book, Cambridge University Press.Kaul, A., 2004. • Effective Business Communication, PHI Learning Pvt. Ltd.Communication Tools• [Pdf] Available at: <http://www.conflictmanagement.org/icm/Downloads/Documents/Communication%20Tools.pdf> [Accessed 10 June 2013].Evaluating Your Communication Tools• [Pdf] Available at: <http://transact.westminster.gov.uk/Newdocstores/publications_store/communications/evaluating_your_comms_aw_lr-1319206316.pdf> [Accessed 10 June 2013].Effective Communication continued• [Video online] Available at: <http://www.youtube.com/watch?v=4XYsD6VoP5o> [Accessed 10 June 2013].Six Rules of Effective Communication • [Video online] Available at: <http://www.youtube.com/watch?v=MeiBMkJjXVM> [Accessed 10 June 2013].

Recommended ReadingPerkins, P. S., 2010. • The Art and Science of Communication: Tools for Effective Communication in the Workplace, John Wiley & Sons.Maurer, R., 2011. • Feedback Toolkit: 16 Tools for Better Communication in the Workplace, Second Edition, 2nd ed. CRC Press.Spaulding, E. A., 2004. • The Wisdom Of Storytelling In An Information Age: A Collection Of Talks, Scarecrow Press.

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Self Assessment____________messages bring desired results and benefit numerously.1.

Completea. Incompleteb. Truec. Wrongd.

____________means preparing every message with the message received in mind.2. Consciousnessa. Consideration b. Clarityc. Courtesyd.

_________messages bring desired results and benefit numerously.3. Completea. Incompleteb. Repeatedc. Confusingd.

___________is using the exact number of words.4. Consciousness a. Considerationb. Clarityc. Courtesyd.

______________implies being systematic and definite5. Consciousnessa. Considerationb. Correctnessc. Courtesyd.

Match the following:6.

A. True courtesy 1. Written and oral communication one must follow certain communication principles

B. Complete messages 2. It is a prerequisite to effective communication

C. Consideration 3. It involves being aware not only of the perspective of others but also their feelings

D. Conciseness 4. It means preparing every message with the message received in mind.

E. Effective Communication 5. It brings desired results and benefit numerouslyE-1, A-3, D-2, C-4, B-5a. A-3, B-1, C-5, D-2, E-4b. A-1, B-2, C-3, D-4, E-5c. A-2, B-1, C-5, D-3, E-4d.


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The correctness of communication mainly concerns grammar, __________ and spelling.7. writinga. speakingb. readingc. punctuationd.

Choosing _______________ expressions reflects equal treatment of gender, race, ethnic origin and physical 8. features.

skillfula. technicalb. non-discriminatoryc. discriminatoryd.

______________ who send cordial, courteous messages to deserving parties help to build goodwill.9. Writersa. Readersb. Singersc. Dancersd.

The sender and receiver have different __________ filters influenced by their backgrounds, needs, experiences, 10. emotions and so on.

technicala. mentalb. physicalc. non- physicald.

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Chapter VI

Business Letters

Aim


explain the importance of business letter•

observe the format of business letters•

classify business letters according to the situation•

Objectives


classify quality of good business letter•

analyse the qualities of good business letters•

enlist different types of business letter•

Learning outcome


determine the quality of a good business letter•

state the significance of business letter•

distinguish• between types of business letter


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6.1 IntroductionBusiness letter is the form of written communication drafted in formal language. These are exchanged between organisations and personnel in connection with the organisation. Business letters play a vital part of communication in an organisation.

6.2 Importance of Business LettersOrganisations deal internationally for greater business prospect and for this business letters have much more importance. Business correspondence is simple and less expensive means to exchange information and deal between places, parties and countries. According to Herbert N. Casson, a good letter brings back two lost customers, creates three new, motivates four travelling salesman, creates five good-wills, obtains six bad-debts, removes seven customer’s complaints and creates eight new markets.

Some of the noticeable advantages of business letters are:Maintain contacts with distant places: business correspondence is the cheap and improved way of contacting • clientele at distant places.Effective mode of contact: due to the distance as a hurdle, personal contact is impossible. This hurdle can be • overcome by correspondence which is as effective as personal contact. In person talk may omit some information but correspondence does not because one plans the content of the letter or even read it again before sending.Helps in development of business: letters are undoubtedly the most important means of communication in a • corporate world for developing business and establishing good contacts.Acts as reference and certification: the letters sent and received can act as a reference material. This is also • considered as proof to prove anything in the court of law.Cheap and easier means of communication: in comparison to other modes of communication like telephone, • fax etc, letters are a cheaper and easier mode of communication.Creator of good-will: a well written and good letter can act as creator of good-will.•

6.3 Qualities of Good Business LettersA good and well written letter is similar to a master key which can open any door. It creates goodwill and ultimately helps growing the business. A good business letter must posses all the qualities mentioned below:

ClarityEvery word and sentence of the letter must be clear with its meaning. The sentence must be written in such way that it must not be misinterpreted. The letter must be understood by reading it once.

TruthfulnessTruthfulness is an essential quality of a business letter. The letter must be written based on facts and truth. If the letters are written without considering the facts the clientele may lose faith in the organisation.

CompletenessIt is said that a complete letter is better than three incomplete letters. The letter must be complete with facts and figures for which it was written. Completeness is one of the most important qualities of a business letter.

ConcisenessPreserving the quality of conciseness without losing any important points is the real skill of writing. Irrelevant matters should be removed from the letter.

CourtesyThe language used in the letter must be pleasing and satisfying. The use of rigid and rude words must be avoided. Use of appropriate words expressing courtesy will surely bring benefits to the business.

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PersuasiveThe ideas or expressions mentioned in the letter must be persuasive to the readers. The quality standards, amount figures, designs and so on must be convincing to the readers. A warranty letter after sales service attached to the letter can be very convincing to the customers.

CleanlinessCleanliness is another important characteristic of a good letter. The letters written should be clear and readable. Over writing or scribbling on wrongly written words must be avoided. The written content must be properly adjusted with the margins.

CoherenceAn ideal business letter must have the quality of coherence. The topics mentioned in the letter must have continuity. Different subjects must be specified in different paragraphs to avoid confusion.

Time FactorReply to every letter must be written within a reasonable time. Delay in reply to awaiting clients may cause dissatisfaction among the clients. A reply must be sent within two to three days from receipt of date.

EffectivenessThe letter is effective only when it satisfies the purpose for which it was written. Presentation, language, clarity are few factors which make a letter effective.

6.4 Format of Business Lettersthe language and subject matter of letter written may differ as per client and parties needs• the form and structure of business letters must be uniform• the letter must create an impression upon the receiver at the first sight• form of business letters is usually not observed strictly thus minor changes are acceptable• the major parts of a business letter are:•

heading �date �reference number �inside address �salutation �subject �body of letter �complimentary close �signature of the sender �enclosures, if any �post script or PS, if any �


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Format of a business letter is given below:

………..(Heading)………..(Nature of business)Address…………..

Telegraphic Place………Address……………………. Date……….Telephone No……………... Reference No…………….... Inside Address…………….. ……………………………...

Salutation, Subject……………. Reference………….

Main contents…………………………………………………........… ………………………....………………………………………………………………………………….

Enclosure…………….. (Complimentary close)Signature…………….. P.S………………….. ………………………

HeadingHeading is the name of the organisation printed on the letter pad in a striking form.• A good and beautiful heading attracts the reader to go through the letter thoroughly• Heading includes the name of the company, nature of business, address of registered office, telephone number, • telegraphic address and so on.According to experts the heading portion should not cover more than 1/5th of the letter paper.•

An example of heading is given below:

Rawat and Company Publishers and Booksellers

Telephone No……… Telegraphic Address: “Rawat” Station Road,Jaipur 302 016

DateDate is an important part of a letter.• It should always be mentioned with date, month and year.• The style of writing is different for British and Americans.• As Indian was ruled by the British it has also left a greater impact on writing styles.• In India, usually we follow the British style for writing date.•

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British: Day-Month-Year American: Month-Day-YearThe Thirteen of March 1998 March the Thirteen, 199813th March 1998 March 13th, 199813/3/1998 3/13/199813/03/98 03/13/98

Reference NumberThe reference number is the number and date of the previous correspondence held on behalf of the subject concerned.

If the reference number and date are given there is no need to write the previous letter again or send a copy of • it.The receiver can refer back to previously sent letter by referring to letter number or date.• The reference number is given in continuation of the code number, as RAC/97- 98/101 or 97-98/101.•

Inside AddressInside address is the name and address of a person or institution to which the letter is addressed.• It is written at the left-hand side just below the reference number in three lines.• The first line includes the name of the person or institution.• Second line includes the lanes, flat/plot number etc and on the third line the city or town name is written.• A semicolon is used after every line and the address is ended with a full stop.• While writing the address, respectful words like Shri, Mr., Mrs. or Miss is used.• For companies or organisations, the word Messer’s. (M/s) is used.•

SalutationThe salutation word is followed after the inside address.• This is a word of respect to the receiver.• In business correspondence the words “Dear Sirs”, “Honorable Sir”, or “Honorable Madam” is used.• After the salutation, usually a semi-colon is added.•

Subject HeadingSubject heading is the brief statement of the main body of the letter.• It is written for the convenience of the reader.• It helps the reader to relate for which department it has been written.•

A few examples of subject headings are given below:Subject: Enquiry of prices• Subject: Regarding damages of goods• Subject: Payment of outstanding etc.•

Body of the Letter (contents)The body content of the letter is the heart of the letter.• The body content must be written using simple and effective language.• All the facts must be written in sequence for better understanding of the reader.• The body of the letter has three main parts:•


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IntroductionIn case a reply is being sent against a letter just received, the introductory part gives that letter number and date (reference). If a reply to some earlier letter or letters are being sent, the reference of that/those letter/s is also be made in the introductory part.

Body of the letterThe main body of the letter must state the subject matter in detail. Every point must be explained in different paragraphs. It is written concisely using good words and phrases to attract the reader.

ConclusionThe conclusion part is the final part of the body of the letter. The writer again specifies the cause for writing the letter in the conclusion.

Complimentary CloseIdeally the letter starts with a salutation and ends with a complimentary close.• The complimentary close is written at the right hand side below the body of the letter.• Words like, “Yours faithfully”, “Yours sincerely”, “Yours truly” etc. are used to denote the complimentary close. • “Yours faithfully” is another common term.

SignatureAfter the complimentary close the writer of the letter puts the signature• Ideally one must sign personally and not by affixing specimen seal• Usually the name of the signatory is also written/typed below the writers signature, along with the official • position, as stated below:

In the case of a letter from the proprietor of a sole-trading business: �

Yours faithfully,Sd/

(Prem Kumar)Proprietor

In the case of partnership firm:•


For Nawal Kishore & Sons(Nawal Kishore)

Partner

In the case of company:•


For National Textiles Ltd.,(Nawal Kishore)

Manager

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EnclosuresThe number of documents to be attached with the letter is mentioned in enclosures.• An enclosure is written to the left hand side of the letter.• It brings to the notice of the reader the documents enclosed and whether they are duly received.•

Post ScriptSometimes some important information is left out in the body of the letter.• In such a case it can be included in the letter giving a footnote as PS.• After writing a PS the writer should sign below it.•

6.5 Types of Business LettersThe major types of business letters are:Letter of Enquiry

Before purchasing any item or placing any deal an enquiry is made.• The purpose the enquiry letter is to ask for information.• Letter of enquiry is sent to enquire about prices, sample items, condition of sales and so on.•

Letter of QuotationA letter of quotation is a reply to an enquiry letter.• The requisite information asked is clearly mentioned in the quotation letter.• The letter of quotation contains:•

name, quantity and price of the item �terms of payment and mode of payment �samples-duly affixed with price tag �nature of packing �discounts or deductions allowed �special discount, if any, in case of purchases in larger quantities �who will meet the freight charges �any other matter �

Letter of OrderThe decisions to place order are taken on the basis of quotations received.• Letter of order has a legal significance because once order letter is sent it cannot cancel unless both the parties • agree.The supplier to whom the letter is sent is also legally bound by it.•

The following matters must be included in the orders:name, quantity and other characteristics of the goods for which the orders are being placed• quantity or the number of items to be supplied• prices• mode of transport, period of delivery and expenses to be met by the buyer• nature of packing• terms and conditions of payment• schedule of delivery of goods and so on•


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Letter of AdviceA letter of advice is a notice issued by the seller of goods to the buyer.• It gives intimation about the dispatch of goods, giving the date of dispatch, mode of transport by which the • goods have been transported and so on.In case goods are not dispatched or unable to reach on time it should be intimated to the buyer.•

Letters of ComplaintComplaint letters are of two types:

letters written among traders• letters from customers to business houses•

A letter of complaint between business houses is usually written on occasions like:goods received are not according to the orders placed or samples approved• goods are received, damaged or in broken conditions, goods are received in less quantity than ordered• the price is higher• goods transported through or by any other mode of transport are found damaged• negligence of the employees concerned and so on•

Circular LettersWhen a same message is to be circulated among many customers at the same time, circular letter are issued.• A circular letter is written in the following situation:•

when the name or address of the business office is changed �when a new partner is admitted to a partnership or a partner leaves the firm �introducing new product lines �to advertise special offers �when new items are added in the stock etc �to announce opening of a new office/ branch �to inform staff of new policy matters �Circular with a Tear-off Slip �

Sometimes when sending out a circular letter a reply is needed.• It can be used to ensure that you’ve received the required reply.• A tear off slip has certain information to be filled and returned to the sender.• Remember the following when using a tear-off slip:•

use a continuous line of dots or hyphens for tearing �include a return date and address �use double-spacing where details have to be completed �leave sufficient space for completion of relevant information �

Reply-paid CardsIn the reply paid cards the postage is already paid by the company.• Receiver needs to fill in the details or information asked by the company and send it back.•

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Letters of IntroductionA letter written by a person to introduce another person, institution or a trader for any business activity is known • as business letter.An introductory letter can be written in the following situation:•

when a representative of an organisation goes out for any business purpose �when an institution wants to introduce another institution or its representative with a third person or any �institution etc.

6.6 Personnel LettersPersonnel letters are issued by an organisation to any individual employee in the organisation.• Personal types of letter are:•

reference, recommendations and testimonials �making enquiries about candidates �giving information about candidates �appointment letter �confirmation letter �promotion letter �warning memo �letters of goodwill and appreciation �letters of sympathy and so on �

6.7 Business LettersThe following are some of the specimen business letter:

Manoj Kumar & Sons Cloth Merchant Raviwar Peth, Pune Telegraphic Address: 'Manoj' Telephone No: 22526121 Code No,: June 5, 2005 M/s Raman and Sagar,

Kamla Market, New Delhi

Dear Sir/Madam, , Subject: Request for Price List

We are happy to inform you that our textile business, started with larger investment nearly two years back, is progressing well at present. We have been given to understand from reliable sources that you are one of the biggest dealers in textile goods.

We are very anxious to establish trading relations with you. Therefore, we request you kindly to supply us the latest price list of the textile items sold by your firm. Also please intimate the commercial terms and conditions.In case your price list and terms and conditions are acceptable to us, a good amount of orders will follow.

Yours faithfully,For Manoj Kumar & SonsSd/¬(Devendra Vyas) Partners


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Letter of enquiry/letter for obtaining price list

Kamla Market,New DelhiTelephone No.: 312121

Letter No. 98/2020 June 15, 1998Thank you for the information provided to us. In due course of time, as and when the requirement arises, we will consider placing orders for large-scale purchases from you.

Yours faithfully,For Manoj Kumar & Sons,Sd/¬(Virendra Pathak) Manager

Reply to letter of enquiry/ letter for obtaining price list

Maharawal Traders Fancy Cloth Merchant Satara road, Pune Telegraphic Address: ‘Fancy' Telephone No.: 24521516Letter No. 98/8585 April 3, 2002 M / s………………………….. ……………………………….. Dear Sir/Madam, , The rapid development of our business over the last few years has caused space constraints. As this had created problems in giving better services to our customers, we have decided to transfer our business premises to Karvenagar, Pune.

Business at the new premises will start from May 1, 2002. You are, therefore, requested to send all future correspondence at the new address with effect from the above-mentioned date. We extend our kind co-operation at all the times and expect the same from your end.

Yours faithfully, For Maharawal Traders Sd/¬(Arjun Singh) Proprietor

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Circular letter

Raj Books & Subscription AgencyPublishers & Book Sellers Telegraphic Address: Raj BooksRasta Peth Pune 411234 Letter No. 98/810 Telephone No.: 563826 May 3, 2002

M / s Best Book Company, Hospital Road, Mumbai

Dear Sir/Madam, Messers Rupa & Company, Tilak Nagar, Jaipur wants to establish trading relations with us and the Company has given your name for reference.

We have received a supply order worth Rs. 10,000 from M/s Rupa & Company and they desire credit sale for one month from us. This is our first dealing with them. As we know that your dealings with this company have been very old and on the basis of your experience, please let us know the economic condition, good will and policies towards payment, etc. at the earliest. We will take a decision and permit credit sale to this company after the receipt of a reply from you.

The information supplied by you shall be kept most confidential. There will be no liability on your part in this matter.

Awaiting an early reply.

Yours faithfully,For Raj Books & Subscription AgencySd/¬R. K. Parnami Proprieto

Letters of trade reference

Vasant Cloth Store TelegraphicAddress: Vasant‘New Market, AjmerTelephone No: 568206Letter No. 1002/98 May 12, 2002 M / s Bhagwant Cloth Store,Bapu Bazar Jaipur

Dear Sir/Madam,

We are in receipt of your letter no. 123/98 dt. March 8, 2002 together with goods ordered and bill for payment.

When the parcel was opened, it was found to our surprise that the goods were not in accordance with the orders placed and the samples approved by us. The drawbacks are as under:1. 20 woolen shawls have been found in short supply.2. In place of Bangalore silk saris, Kota Dori saris have been received.3. In place of 100 Raymond ready-made shirts, only 25 have been received.


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We are suffering considerable loss due to short-delivery of the items. It is, therefore, requested that you send the remaining items, as per our supply orders, immediately.

Yours faithfully,For Vasant Cloth StoreSd/¬Proprietor

Letter of complaint/complaint against goods

Fancy Saree StoreTelegraphic Address: FancyBhopal Gunj,BhilwaraTelephone No,: 7585Letter No. 1538/98 Dt. June 3, 2002

The Chief Commercial Superintendent,Western Railway Church Gate,Mumbai 400 004

Dear Sir/Madam,Today we took delivery of a parcel containing saris from the local railway station sent by M/s Jyoti Sari Centre, New Delhi on March 21, 2002 vide Railway Receipt No. 12340.

It has been noticed that the parcel was opened in transit and many of the items are missing. While taking delivery of the parcel we have obtained a certificate from the Railway Station Authority certifying this fact of missing items, a photocopy of the certificate is enclosed herewith for your kind perusal.

On checking the parcel with the help of invoice it has been found that 20 saris costing a total value of Rs. 8,000 are missing from the parcel. It is, therefore, requested kindly to order for an inquiry and compensate the losses to us. An early action is requested.

Yours faithfully, For Fance Sari Store sd/-Yogdutt Sharma Encl,: (1) Photocopy of the certificate(2) Photocopy of Invoice Manager

Complaint against railways

Lata Trading and Transport Co. Ltd. Telegraphic Address: LataShakti Nagar, Delhi-110 007 Telephone No: 5612128 Letter No. 265/98 June 7, 2002The Post Master, Shakti Nagar, Delhi-110 007.Dear Sirs,

We sent a registered parcel from your post office on June 3, 2002 addressed to Messrs. Mukesh Kumar & Sons, Bada Bazar, Goleghar, Mumbai-400 014. This parcel has not been received by the client so far, as informed by the party. A photocopy of the parcel receipt issued by your office is enclosed herewith.

You are, therefore, requested kindly to order an enquiry into the matter and find out why this parcel has not been received there. Necessary action may please be taken at the earliest.Yours faithfully,

For Lata Trading & Transport Company Ltd., sd/¬(Ratan Swaroop) ProprietorEncl: Photocopy of the receipt

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Lodging of complaint with postal authorities

Vikas & Sons Cloth MerchantTelegraphic Address: ‘Vikas' Kamla Nehru Market,JaipurTelephone No: 563704Letter No. 1234/98 15 April, 2002MessrsMohan Lal Sohan LalChopasni Road, Jodhpur

Dear Sir/Madam,We invite your kind attention to our letter no. 2476 / 98 dated 10 March, 2002 enclosing therewith a bill no. 225 for Rs. 5,000.

Being busy with business matters, you might not have paid attention towards the payment of this bill. Now we request you kindly to send the cheque for this amount as early as possible. A copy of the bill No. 225 is again sent herewith.

We are confident that you will send the cheque and will continue to get your co-operation at all the times.Encl: oneYours faithfully,For Vikas & SonsSd/¬(Vikas Choudhary) Proprietor

Dunning letter

Vikas & Sons Cloth MerchantTelegraphic Address: Vikas'Kamla Nehru Market,JaipurTelephone No: 563704Letter No. 3502/98 25 April, 1998MessrsMohan Lal Sohan LalChopasni Road,Jodhpur

Dear Sir/Madam,We regret to write this letter that after having sent three letters, towards the payment of Rs. 5,000 outstanding against our bill No. 225, neither the payment is received nor any reply from you so far. This is absolutely against business principles.

There have been good business relations between us and we do not want to create any split in it.Therefore, through this letter I would again request you kindly to expedite the payment within one week from the date of receipt of this letter, failing which we will be forced to take legal action against you, for which you will be held entirely responsible.

We are confident that you will make the payment in time and will not force us to take legal action against you.

Yours faithfully,For Vikas & Sons Sd/¬(Vikas Choudhary)Proprietor


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Final letter after three reminders were sent

Fashion Cloth Store Telegraphic Address: Fancy'207, Kutchery Road, Ajmer Telephone No,: 26661 Letter No. 664/98 May 25, 2002Messers Raj Trading Company Vasai Road, Mumbai - 400052

Dear Sir/Madam,

We are pleased to introduce the bearer of this letter Mr. Mahavir Desai who is the representative of our firm, and request you kindly to extend your co-operation to him. We shall be grateful to you for this act of kindness.

Yours faithfully,For Fashion Cloth Stores Sd/¬(Arvind Jain) Proprietor

Letter of introduction

Rahul Brother,Watches MerchantTelegraphic Address: Rahul'

Tripolia Bazar,JaipurTelephone No: 526341Letter No. 1056/98 April 28, 1998

Managing DirectorCitizen Watch Factory,Ansari Road,Agra

Dear Sir/Madam,We came to understand from your notification appeared in The Times of India dated 20 March, 1998 that you are interested in appointing sole selling agents for the State of Rajasthan for your different products. It will be a pleasure for us to provide our services to you as sole selling agent.

We would like to state that we are one of the leading traders for watches in Rajasthan since last 20 years. We are very familiar with your products. We already have good relations with many dealers in Rajasthan. We have showroom facility to exhibit your products, and have confidence that we will be able to capture a good market for your products in Rajasthan.

If you so desire, you may enquire from the following agencies about our economic conditions and trading activities:

1. Ashok Watch House, Station Road, Agra2. Bank of Baroda, M. I. Road, Jaipur

We assure you that if we are given an opportunity to act as sole selling agent for Rajasthan, we will always keep your interest in mind and make your product popular in Rajasthan.

Yours faithfully,For Rahul Brothers Sd/¬(Rahul Verma) Partner

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Letter of agency

Chandra Stores Cloth Merchant of all kindsNehru Market, JaipurTelegraphic Address: ChandraTelephone No: 312012Letter No. 410/98 April 10, 2002

Dear Manager,State Bank of Bikaner & Jaipur Bchawani Singh Marg, JaipurDear Sir/Madam,

We would like to open a current account with your bank for which we will deposit a sum of Rs. 10,001 Please favour us by opening a current account in the name of our firm and hand over a cheque book and pass book. For reference we are giving the name of Messrs Atma Ram and Sons, station Road, Jaipur.Undersigned shall keep the authority to issue cheques in connection with the proposed Current Account.

Yours faithfully,For Chandra StoresSd/¬(Chandra Kant)Proprietor

Letter for opening a current account

Soni TextilesTelegraphic Address: Soni'Indra Bazar, PuneTelephone No: 2161Letter No. 13/98 April 12, 2002The Divisional Manager Life Insurance Corporation of India Pune

Dear Sir/Madam,With grief, we write to inform you the sad demise of our partner, Mr. Rajesh Agarwal on March 10, 1998 at 10.00 p.m. in the S.M.S. Hospital, Pune after a brief illness. He was 50 years of age.

We jointly have a life insurance policy for Rs. 50,000. The policy number is 28283855. I am the only person entitled to receive the claim. The following documents relating to the claim are enclosed herewith.

1. Death Certificate issued by the Pune Municipal Council.2. Insurance Policy in original.

I request you to make necessary arrangement for payment.

Yours faithfully,For Soni TextilesSd/¬(kailash Agarwal) Partner


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Submission of claim with life insurance company

Dear Mr.

With reference to your interview on (date) for the post of Office Superintendent, I am happy to inform you that you have been selected for appointment to the post on a basic salary of Rs. 5,400 in the pay scale of 5,000-10,000 and D.A. admissible as per rules applicable to State Government employees.

The appointment is on probation for one year and will be confirmed on satisfactory completion of the probation period.

Contributory Provident Fund benefits become applicable on confirmation. The appointment is terminable by a month's notice from either side during probation period.

You are advised to take charge within 10 days of receipt of this letter, failing which this appointment shall deemed to be terminated.

Yours sincerely,Sd/¬

Specimen appointment letter

Dear Mr.

Your appointment, to the post of …………………..is confirmed from ………….2002, on satisfactory completion of your probation. The benefits like pension, gratuity, etc. will be applicable to you now, according to the service conditions. Please sign and return the attached copy of this letter.

Yours sincerely, Sd/¬

Specimen letter of confirmation

Dear Mr.

I am happy to inform you that you are promoted to the post of Assistant Director with effect from March 1, 200…, Your basic pay will be Rs…./- in the pay-scale of Rs……; which is applicable to the post. You will be entitled to all the benefits of the post according to the service conditions.Please intimate your acceptance immediately.

Yours sincerely,Sd/¬Managing Director.

Specimen letter of promotions

Dear Mr.

The displays you have created for the “Festival season” promotion are just beautiful. Several of the sales personnel have appreciated it. We received numerous compliments from the customers also.I convey the appreciation and goodwill for this to you on behalf of the company.

Yours sincerely,Sd/¬Manager (Marketing)

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SummaryBusiness letters play a vital role in the mode of communication between different organisations.• An effective business letter helps in creating good-will.• A good business letter must be clear, precise, courteous, convincing in expression.• Business letters must be written in a particular format.• The types of business letters are enquiry, quotation, order, complaint, circular and so on.•

ReferencesSweeney, S., 2003. • English for Business Communication Teacher's Book, 2nd ed. Cambridge University Press.Jacobson, K. S., 2009. • Communication Skills for Conservation Professionals, 2nd ed. Island Press.Toman, E. and Shindler, B., • Wildland Fire and Fuel Management: Principles for Effective Communication [Pdf] Available at: <http://www.nrs.fs.fed.us/pubs/gtr/gtr_nrs1/toman_1_111.pdf> [Accessed 10 June 2013].EffectiveCommunicationSkillsforHighwayandPublicWorksOfficials• [Pdf] Available at: <http://www.clrp.cornell.edu/workshops/pdf/communication_skills-web.pdf> [Accessed 10 June 2013].How to write a formal business letter Part I• [Video online] Available at: <http://www.youtube.com/watch?v=uVcaqWWWjUY> [Accessed 10 June 2013].The Key Forms of Business Writing: Basic Letter • [Video online] Available at: <http://www.youtube.com/watch?v=I2txr6OY5dY> [Accessed 10 June 2013].

Recommended ReadingAtwood, G. C., 2007.• Presentation Skills Training, American Society for Training and Development.Koegel, J. T., 2010. • The Exceptional Presenter Goes Virtual: Take Command of Your Message, Create an "In-person" Experience, and Captivate Any Remote Audience, Greenleaf Book Group.Burmark, L., 2011. • They Snooze, You Lose: The Educator's Guide to Successful Presentationsm, John Wiley & Sons.


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Self AssessmentA letter of quotation is a reply to a/an ______________ letter.1.

enquirya. personalb. complaintc. circulard.

The number of documents to be attached with the letter is mention in ____________.2. post scripta. enclosuresb. headingc. body of letterd.

Every word and sentence of the letter must be ____________ with its meaning.3. concisea. interestingb. clearc. confusingd.

The __________ of the letter is the heart of the letter.4. body contenta. dateb. salutationc. enclosured.

___________ letters are issued by an organisation to any individual employee in the organisation.5. Complainta. Circularb. Personnelc. Advice d.


A. Truthfulness 1. This is a word of respect to the receiver

B. Tear-off slip 2. It has certain information to be filled and returned to the sender

C. Post script 3. The postage is already paid by the company

D. Honourable Sir, Honourable Madam

4. Important information left out in the body of the letter is added here

E. Reply cards 5. Essential quality of a business letterA-5, B-2, D-1, C-4, E-3a. A-3, B-1, C-5, D-2, E-4b. A-1, B-2, C-3, D-4, E-5c. A-2, B-1, C-5, D-3, E-4d.

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Which of the following statements is true?7. Personnel letters are issued by an organisation to any individual employee in the organisationa. Formal letters are issued by an organisation to any individual employee in the organisationb. Circular letters are issued by an organisation to any individual employee in the organisationc. Letter of quotation are issued by an organisation to any individual employee in the organisationd.

Which of the following statements is true?8. In quotation letters the receiver needs to fill in the details or information asked by the company and send a. it backIn complaint letter the receiver needs to fill in the details or information asked by the company and send it b. backIn reply paid cards receiver needs to fill in the details or information asked by the company and send it c. backIn enquiry letter the receiver needs to fill in the details or information asked by the company and send it d. back

Which of the following statements is true?9. When a same message is to be circulated among many customers at the same time, quotation letter are a. issued.When a same message is to be circulated among many customers at the same time, enquiry letter are b. issued.When a same message is to be circulated among many customers at the same time, personal letter are c. issued.When a same message is to be circulated among many customers at the same time, circular letter are d. issued.

Which of the following statements is true?10. An enclosure is written to the right hand side of the letter.a. An enclosure is written on the top of the letter.b. An enclosure is written at the bottom of the letter.c. An enclosure is written to the left hand side of the letter.d.


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Chapter VII

Report Writing

Aim


explain the importance of report writing•

elucidate the style of writing reports•

explicate the various types of report•

Objectives


distinguish between styles of report writing•

explain the different examples of reports given•

enlist the skills required writing report•

Learning outcome


understand the main body of a report•

classify the characteristics of a good report•

describe types of reports•

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7.1 IntroductionReports are important channels of upward communication in an organisation. Every organisation creates report to keep information moving upward. Such reports are useful to evaluate the progress of work and plan future activities. Important decisions are taken within an organisation referring to the reports.

7.2 Defining ReportsWriting reports is an important skill, which a manager has to develop.

A report is the logical presentation of facts.• Reports are one of the important parts of communication in an organisation.• Reports are written by individuals or groups and must be submitted to their respective higher authority.• A report can be a feedback given to subordinates from their supervisors.•

7.3 Importance of ReportsSome of the reasons claiming the importance of reports in a business organisation are given below:

an effective report can essentially help in decision making• every organisation has different departments so that the superiors can take decision on the basis of reports • a report depicts the quality and knowledge of the writer• a report includes title, terms of reference and writing procedure•

7.3.1 Oral and Written Reports

A report can be oral as well as written.• Oral report is simple to communicate and much useful at times.• Written report are always preferred as it can be referred in future.• A written report can be referred again and again and it always remains equivalent to a legal document.•

7.4 Types of ReportsReports are classified in two categories, which are described below:

7.4.1 Periodic or Routine Reports

Routine reports are presented periodically to convey information about the progress of work performed.• It is presented after completion of the work.•

Types of routine reports are given below:Progress reportA progress report gives information regarding the progress of the work.

Inspection reportAfter completion of the inspection, the authority needs to submit the inspection report. Inspection report detects any deviations or irregularities in day-today transaction.

Performance appraisal reportThese are actually periodical reports and are meant for assessing the performance of an employee.

Periodical reportPeriodical reports, as the name suggests, are submitted periodically at a regular intervals on the working of a department or section of the organisation.


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7.4.2 Special ReportsSpecial reports are prepared when a special situation or problem arises.• It is prepared on the basis of a situation.•

The various types of special report are given below:First information report

FIR is created when there is a disaster like fire, building collapse, robbery or accident in an organisation.• This report is prepared by the responsible person(s) who was/were present on the spot at the time of • occurrence.

Investigation reportInvestigation is done when there is a problem and the cause is to be found out.• Investigation report gives a clear idea of the problem and its causes.• It is prepared after making a thorough inquiry.•

Feasibility reportA feasibility report is obtained by an organisation when it intends to launch a new product in the market or introduce a new service or make changes that may affect company’s future sale.

Project reportProject report shows the proposal of new scheme to be undertaken in future.• Project report particularly shows cash flow and expected results.• It is used for planning and convincing funding agencies like banks.•

7.5 Characteristics of a Good ReportCharacteristics of a good report are discussed as below:Grammatical accuracy

It is one of the basic requisites of a good report that the language used in the report must be grammatically • correct.Grammatically wrong sentence sounds meaningless.•

ClarityA good report must be clear to understand.• The report writer must arrange facts and figures in a clear and systematic order.•

Accuracy of factsA report must be scientifically accurate.• The report must be based on facts for better understanding.•

Reader-orientationA good report is always reader oriented.• While drafting, the writer must Analyse the reader’s expectation.•

RelevanceThe facts present in the report should not only be accurate but also relevant.• Irrelevant facts may confuse the reader so it should be written based on relevance.•

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Objectivity of recommendationsThe recommendations made at the closing of the report must be impartial and objective-oriented.• The recommendations must not reveal any self-interest on the part of the report-writer.•

BrevityA good report should be as brief as possible without losing its clarity.• It must be brief as well as complete for the reader to understand.•

7.6 Before Writing A ReportBefore writing a report, one must keep the following points in mind:Kind of report to be expected

The reporter must be instructed to prepare a specific kind of report or the precedents to be followed.• The reporter must Analyse the readers of the report and draft accordingly.• The reporter should be clear about the content to be added, form and style of the report to be maintained through • out the report.

Time allowed preparing the reportThe reporter can judge what type of report is expected on the basis of length of time allowed to prepare the • report.If the issue is complex, more time is allotted for thorough study of the topic.•

Purpose of reportThe purpose for which the reporter is drafting the letter must be clear.• If it is clear, it will help in eliminating wasteful labor and include relevant facts.•

Facts to be included in the reportThe facts to be added to the report must be known in advance.• The reporter must approach relevant sources to bring together valid information.•

7.7 The Body of A ReportThe report contains the following entities, which are discussed below:

7.7.1 Title

The report must have a title indicating the subject of the investigation.• If it is a long report, the title part gives the name of the person who assigned the report and names of the person/• committee who prepared it.

7.7.2 Terms of ReferenceThis is the first section of the report and gives details of the assignment and the purpose and scope of research.

7.7.3 Details of Assignment IncludedThe details of the assignment include who assigned the report and appointed the committee, date of submitting the report and recommendations if any.

7.7.4 Procedure

Depending on the subject, the procedure for collecting information may vary.• There can be several methods for collecting the requisite information:-•


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By records of the organisationWhich give date on the production, sales, marketing, expenditure and so on.

By observation methodBy watching certain phenomena involved in the problems and recording what is systematically observed.

By asking questionsThis may be done by interviewing, meeting experts and asking questions to them.

By use of reference bookRefer to books, directories, standard publications etc.

By personal visits and inspectionInformation can be gathered by personally visiting the site and inspect for details.

By experimentationBy experimenting and taking various kinds of tests for different kind of inquiries.

7.7.5 Findings

In this section the collected facts and information have to be organised in a presentable form.• Heading and sub-headings are decided and arranged for making it more readable.•

RecommendationsRecommendations are proposals for action suggested by the report writer to the appointing authority.• It is written in the same order as the problems are stated in the findings.• Recommendations may be used with a sentence like: “The committee makes the following recommendations” • or “The following, steps are recommended.”

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Some specimens of a report are given below:

15th October 2001The Managing DirectorXYZ Paints Ltd.

SirRe: Working of Jaipur Branch.

In accordance with your instruction by telephone, on 8th October 2001, I visited the JAIPUR Branch for a surprise inspection last week. I observed the working of the branch office for three days and also inspected the office and the records. I am sorry to report that the branch office is being run in the most unsatisfactory manner.

When I reached the branch office on 15th October 2001 at 10.30 a. m., which is 30 minutes after the opening time, I found only one peon and two clerks present. Thinking me as their client, they informed me that office work starts only at 11.00 a. m. The manager, Mr. R. S. Tak arrived at 11.30 a. m.; lacking discipline himself, Mr. Tak is unable to maintain any discipline among the staff.

The stock register and the account books have not been properly maintained for the last three months. It also appears that office stationery and small articles are freely used and taken away by the staff members. The general indiscipline, if not controlled at once, is likely to result in heavy losses.

I recommend that Mr. Tak should be brought to the H. O. and kept in a subordinate position. Mr. R. K. Chandak, Assistant Manager of Pune branch has proved himself quite able to take up further responsibilities and hence he may be promoted as Manager and posted at JAIPUR.

Yours Faithfully,ABC(Secretary)* * * * Date…………..

The Managing DirectorGlazed Tiles (Pvt.) Ltd.Dear Sir,Sub: Decline of Sales of Tiles

In accordance with your instructions, I have inquired fully into the causes of the decline in the company's business within the last two years till December 2001, and submit my report, which is as follows:

Several new companies have put out glazed tiles in the market. Some of the companies have introduced artistic designed tiles in a variety of colors. Most companies make square tiles in four sizes and rectangular tiles in two sizes. We have limited our production of tiles to six standard colors without design, and those too only with two sizes.

Tiles are used extensively in kitchens of homes and hotels but the demand is for designed tiles, and for sizes other than those we make. Hence, while the market for tiles has gone up, we have not been able to keep our share of the business.Recommendations1. An experienced designer should be appointed to create new designs for our tiles.2. A color technician should be appointed to assist the designer.3. Some of the more popular sizes and shapes should be introduced.4. An intensive advertising and sales campaign should be launched in order to win back the lost market.5. Follow-up correspondence should be maintained with all former customers in order to regain and build up old contacts.


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Yours Faithfully,XYZ(Secretary)* * * * *

15 September 2001 The Directors Rosa Glass Works (Pvt.) New Delhi Sir,

In accordance with the instructions in your letter dated 1st September 2001, we had two experienced persons from this firm observing the working of your company for the last two weeks to investigate the methods of running the business, and daily conduct of the staffs.

From the observation, the following defects were noted:The Secretary's age and continued poor health has made him lose interest, and the Registrar is too indecisive • to control the staff members who disobey his instructions. As a result, the work, as a whole, is not carried out according to the instructions of the Managing Director, and is often seriously delayed. Customers complain about delays and some even cancel their orders owing to the delays in delivery.The departmental managers at the works, with the exception of the one in the Stores Department, have become • too friendly with the workers. Their authority is thus weakened, and the workers waste a great deal of time. The production is seriously slowed down, and the goods are not finished to the required high standard. This has resulted in rejection by customers, and general loss of business, apart from the loss of man-hours, power and raw material. This matter has been reported twice to the Secretary by the Work Manager, but no action has been taken. The Accountant, owing to ill-health, has not kept his professional knowledge up-to-date, and made no effort to • find the best system of costing to suit the company's business. Price quoted for some contracts have been far below the actual cost, and some of the contracts carried out have resulted in losses. When an attempt was made to correct this, unreasonably high prices were quoted, leading to loss of business.

The following recommendations are made:The Secretary should be superannuated, and the Registrar demoted to the position of superintendent. The • positions of secretary and Registrar should be filled by competent and efficient men who are able to impose discipline on the staff.All the departmental managers at the works, except the Stores Manager should be dismissed immediately, with • one month's salary.The Accountant should be superseded, and a person with up-to-date knowledge should be appointed above • him.A staff meeting should be called to explain the need for discipline and to point out that disobedience to orders • of superiors will be punished with immediate dismissal. Notices announcing this warning should be put up in all the departments of the office and the works.

Yours Faithfully,XYZ Partner, Sanghvi and Shah(Accountants)

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SummaryReports are an important part of written communication in an organisation.• Report includes record of events or the progress status of an organisation.• It gives detail information about many short and long term activities and forms an important back-up for future • reference.It is an effective way of communication within an organisation.• Reports are both oral and written, and are of various types.• Characteristics such as accuracy, clarity, relevance, brevity and objectivity are important in case of report • writing.A report has a title, subject and appropriate references.•

ReferencesJennings, M., 2007. • Leading Effective Meetings, Teams, and Work Groups: In Districts and Schools, ASCD.Harvard Business School Press, 2002. • Running Meetings: Expert Solutions to Everyday Challenges, Harvard Business Press.A Guide to Formatting Business Letters• [Pdf] Available at: <http://emedia.leeward.hawaii.edu/hurley/documents/letters.pdf> [Accessed 10 June 2013].BUSINESS LETTER BLOCK STYLE• [Pdf] Available at: <http://academic.cengage.com/resource_uploads/downloads/0538728841_177015.pdf> [Accessed 10 June 2013].Report Writing • [Video online] Available at: <http://www.youtube.com/watch?v=NTBwOMfh-_Q> [Accessed 10 June 2013].The Key Forms of Business Writing: Reports • [Video online] Available at: <http://www.youtube.com/watch?v=DoY4Ri3i6PE> [Accessed 10 June 2013].

Recommended ReadingGoodman, B. M., 1994. • Corporate Communication: Theory and Practice, SUNY Press.Kaye, S., 1998. • The Manager's Pocket Guide to Effective Meetings, Human Resource Development.Henkel, L. S., 2007. • Successful Meetings: How to Plan, Prepare, and Execute Top-notch Business Meetings, Atlantic Publishing Company.


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Self AssessmentReports are important channel of…_______________ communication in an organisation.1.

upwarda. downwardb. unnecessaryc. effectived.

The report must have a title indicating the _______________ the investigation.2. conclusiona. subjectb. referencesc. committeed.

_____________ shows the proposal of new scheme to be undertaken in future.3. Project reporta. First information reportb. Feasibility reportc. Investigation reportd.

A report depicts the quality and knowledge of the ______________.4. readera. listenerb. writerc. organisationd.

_____________.report is always preferred as it can be referred in future.5. Orala. Incompleteb. Completec. Writtend.

Match the following6. A. Performance appraisal report 1. It is the logical presentation of facts.

B. Recommendations 2. It is created when there is a disaster like fire, building collapse, robbery or accident in an organisation.

C.Oral report 3. It is simple to communicate and much useful at times.

D. FIR 4. They are proposals for action suggested by the report writer to the appointing authority.

E. Report 5. These are meant for assessing the performance of an employee.

A-3, B-2, C-1, E-4, D-5a. E-1, D-2, A-5, B-4, C-3b. B-3, C-4, A-2,D-1, E-5c. A-1, B-2, C-3, D-4, E-5d.

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Reports are an important part of _________ communication in an organisation.7. upwarda. written b. horizontalc. verticald.

___________ are written by individuals or groups and must be submitted to their respective higher authority.8. Debatesa. Storyb. Reportsc. Rolesd.

______________ report detects any deviations or irregularities in day-today transaction.9. Progressa. Inspectionb. Non-progressc. Non-inspectiond.

A feasibility report is obtained by an ___________ when it intends to launch a new product in the market or 10. introduce a new service or make changes that may affect company's future sale.

organisationa. governmental organisationb. non- governmental organisationc. mental organisationd.


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Chapter VIII

Memorandums

Aim


explain the importance of memo writing•

explain the format of writing memos•

explicate the different formats of memo•

Objectives


explain styles of writing memos•

elucidate the skills of writing memos•

explicate memorandum as an effective mode of communication•

Learning outcome


understand viewing memorandum formality•

identify the style of writing memos•

defin• e memorandum as an effective mode of communication

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8.1 Defining MemorandumsMemorandums are a form of letters written internally in an organisation.• Memorandums are an important part of the written communication of any organisation.• In a very few cases it is used in communicating outside the business.• Memorandums are written messages exchanged by the employees in relation to their work.• Originally, memorandums are used in hard copy but with the latest technology these are processed electronically • as faxes.Some memorandums communicate factual, problem-related information and are classified as reports, those that • are not classified as reports are the memorandums.

8.2 Identifying a MemorandumMemorandums are distinguished from other messages based on their format.• Most of the companies have stationery printed especially for memorandums.• Most of the time memorandum itself is the title used but in some cases companies use other titles.• Memorandums are often short and some companies use 5 X 8 ½ inch paper to compose.• Large organisations with different locations and departments include additional information on their • memorandum.Memorandum uses no form of salutation.• It also does not have any kind of complimentary close.• The writer of the memorandum need not sign the message.• The writer needs only the initial after typed name in the heading.• Memorandums are always single-spaced with double spacing between paragraphs.• Since in some companies memorandum are often addressed to one or more reader.•

YOUR ONE STOP STORE MEMORANDUM To: Date: From: Store: Store: At: At: Territory: Territory:

Subject: Form for in-house letters (memos)

8.3 Viewing Memorandum FormalityMemorandums are mostly sent and received within an organisation and between people who know each • other.So memorandums are written using casual or informal language.• The degree of formality may vary from person to person.•

8.4 Writing MemorandumsThe technique for writing memorandum is same to that of writing e-mail messages.• Like e-mails, the short memorandums are written in casual or informal language.• Mostly they are written with the most important point to the least.• As memorandums are internal letters they are written directly.•


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As memorandums do not need preliminary information or justification. People working together in an organisation • prefer a straightforward reply as there no much importance is given to the sensitivity to the wordings t the concerned person(s).

8.5 Warning MemoThe employee who has been found unsatisfactory or violates rules and regulations is issued with a warning • memoA written memo is issued after an oral warning• The memo letter must contain exact details of the charges against the employee• The language used in the memo must not be vague otherwise the management will have trouble with employee • unionsA warning memo is not a threat of dismissal from service•

A warning memo can be issued in variety of ways. A simple form is given below:

Dear C. L. Singhal

It has been brought to my notice that your attendance at the office has been very irregular. You have been reporting late by more than an hour ten times during this month, in spite of regular warning by your supervisor.

You are expected to be regular and punctual in attendance and to be careful and attentive in your work. If you do not improve your conduct and your work, disciplinary action in the form of withholding increments, may be taken. This may be treated as a final warning.

Yours sincerely, Sd/¬General Manager

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SummaryMemorandums are an important mode of communication in an organisation.• It can be in the form of a hard copy or a computer message.• Memos have different lengths depending on the content.• The language used in memos is always direct and clear.• The sender and receiver have an official relation and thus content and tone of memo is largely impersonal.•

ReferencesRoberts, L. S., 2004. • Strategic Business Letters And E-mail, Houghton Mifflin Harcourt.Polsky, L. and Benjamin, S., 2011. • Perfect Phrases for Communications (eBook), McGraw-Hill Professional.BIT 3104 Business Communication and Report Writing• (3CU) [Pdf] Available at: <http://ar-new.mak.ac.ug/sites/default/files/courses/bit%203104.pdf> [Accessed 10 June 2013].Kamath, G., Business Communication Report Writing• [Pdf] Available at: <http://www.hecr.tifr.res.in/~bsn/IITB/report.pdf> [Accessed 10 June 2013].Saylor.org BUS210: "Memorandums and Business Letters"• [Video online] Available at: <http://www.youtube.com/watch?v=B3ViH4v57QE> [Accessed 10 June 2013].Easy Private Placement Memorandums• [Video online] Available at: <http://www.youtube.com/watch?v=Gr1Zfv6NouA> [Accessed 10 June 2013].

Recommended ReadingSteinberg, • PerfectPhrases4TheToefl, Tata McGraw-Hill Education.Guffey, E. M. and Almonte, R., 2009. • Essentials of Business Communication, 6th ed. Cengage Learning.Bond, J. A., 2005. • Three Hundred Plus Successful Business Letters for All Occasions, 2nd ed. Barron's Educational Series.


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Self AssessmentMemorandums are an important part of the ________________ communication of any organisation.1.

writtena. oralb. confusingc. visuald.

The technique for writing memorandum is same like writing _______________.2. email messagesa. complaint letterb. appraisal letterc. informal letterd.

Memorandums are distinguished from other messages by their ______________ .3. languagea. writing styleb. formatc. envelopesd.

Memorandum uses no form of ______________ .4. datea. salutationb. headingc. subjectd.

Memorandums are written using ________________ language.5. informala. abusiveb. formalc. attractived.

Match the following6. 1. Salutation and complimentary close A. It is issued after an oral warning.2. Writer B. Memorandums are always without it.3. Warning memo C. Need not sign the memorandum.

3-A, 1-B, 2-Ca. 3-B, 2-A, 1-Cb. 1-A, 2-B, C-3c. 3-A, 1-C, 2-Bd.

Which of the following statements is true?7. A written memo is issued after an oral warning.a. A written memo is issued after a written warning.b. A written memo is issued with an oral warning.c. A written memo is issued after many written warnings.d.

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Which of the following statements is true?8. Memorandums are written messages exchanged only by higher authorities in relation to their work.a. Memorandums are written messages exchanged by the employees in relation to their personal work.b. Memorandums are written messages exchanged by the employees in relation to their work.c. Memorandums are written messages but never exchanged.d.

The sender and receiver have an _______ relation and thus content and tone of memo is largely impersonal.9. officiala. non-officialb. technicalc. non-technicald.

Originally, memorandums are used in hard copy but with the latest technology these are processed electronically 10. as________.

a. e-mailsa. b. lettersb. c. faxesc. d. listd.


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Case Study I

In ICICI bank, there is a job vacancy for an Accountant. The HR is looking for fresh graduates who can handle accounting jobs easily. At the time of interview, there are two applicants.

Mr. Rajesh Tiwari, a fresh Commerce graduate from a reputed institute. He is wearing jeans and open-necked shirt. He has got a hand-written resume. During the first round of interview, he answers the questions by looking at the ceiling and elsewhere. In the second round, he answers all the questions correctly

Mr. Sameer Deshmukh is also a fresh graduate. He is wearing a pressed shirt and a necktie. He has got a typed resume, with all the certifications in a folder. In the first introduction round, he introduces himself confidently and maintains eye-contact throughout. In the second round, he also answers all the questions correctly In this case, both of them answered the questions correctly. However, the HR selects only Sameer for the post of Accountant.

(Source: http://www.icmrindia.org/casestudies/catalogue/Human%20Resource%20and%20Organization%20Behavior/Orient%20Marketing%20Pvt-Case%20Study-Business%20Communication.htm).

Questions

Why has HR selected Sameer for the job?1. AnswerNon-verbal communication plays an important role in the business world. Dressing up properly for the interview is very important. It depicts that a person is disciplined. Sameer was dressed up properly, and was speaking confidently with eye-contact. This shows that he is speaking truth and is confidant. That is why, HR selected Sameer.

Why was Mr. Tiwari rejected, even if he answered all the questions correctly?2. AnswerMr. Tiwari was not properly dressed up. Formal wear is a must for interview, and handling resume properly is also important. The answers given by Mr. Tiwari were correct, but he was speaking without making an eye-contact, which shows that he was either afraid or not confidant. That is why, Mr. Tiwari was rejected.

While going for interview, is it important to be nicely dressed? Why? 3. AnswerFor an interview, it is very much important to be formally dressed. It creates a good impression and reveals good personality of yours. Thus, dressing up neatly is very important at the time of interview in the corporate world.

If you are in place of HR, whom would you select and why? 4. AnswerIf I was in place of HR, I would have also selected Sameer for the job. It is because he was neatly dressed up and had good communication skills. Sameer can be a good accountant, and can greet customers well, and he will also put a good impression on the customers.

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Case Study II

Orient Marketing Pvt. Ltd: A Case Study in Business Communication

Nand Kumar worked as a Marketing Manager at Orient Marketing Pvt. Ltd. (Orient), a mid-sized company in the Fast Moving Consumer Goods industry. Kumar’s job involved extensive tours but he was also available at the corporate headquarters for around ten days in a month. He was very hard working and performance-oriented. The sales growth in Kumar’s region for the last six months was 25 percent more than what it had been in the corresponding period of the previous year. The CEO of Orient, Robin Shah (Shah), had taken note of his performance and also appreciated Kumar’s efforts. One day, cost-cutting measures were introduced at the company.

Aggrieved at the cost-cutting measures introduced at the company, Kumar shot off an email to the CEO of the company. Now, after receiving the response from the CEO, he wondered whether he had approached the issue in the right way.

(Source: http://www.icmrindia.org/casestudies/catalogue/Human%20Resource%20and%20Organization%20Behavior/Orient%20Marketing%20Pvt-Case%20Study-Business%20Communication.htm).

QuestionsDid Kumar use an appropriate way to communicate to his boss?1. What could be the response of the CEO?2. Should CEO consider Kumar’s performance in the company or his attitude?3. Is the way of communication skill important in different situations?4.


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Case Study III

Effective communication

A blind boy sat on the steps of a building with a hat by his feet. He held up a sign which said: "I am blind, please help". There were only a few coins in the hat. A man was walking by. He took a few coins from his pocket and dropped them in the hat. He then took the sign, turned it around and wrote some words. He put the sign back so that everyone who walked by would see the new words. Soon the hat began to fill up. A lot more people were giving money to the blind boy. That afternoon the man who had changed the sign came to see how things were. The boy recognised his footsteps and asked, "Were you the one who changed my sign this morning? What did you write?" The man said,

"I only wrote the truth. I said what you said but in a different way." What he had written was "Today is a beautiful day and I cannot see it."

(Source: http://www.citehr.com/30615-nice-short-story-worth-reading.html).

QuestionsDo you think the first sign and the second sign were saying the same thing? Why?1. Why is the second sign more effective? 2. How communication is important in this case?3.

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Self Assessment Answers

Chapter Ib1. a2. c3. a4. a5. a6. a7. c8. a9. c10.

Chapter IIa1. d2. a3. d4. a5. a6. d7. d8. d9. a10.

Chapter IIId1. d2. b3. b4. c5. a6. d7. d8. d9. a10.

Chapter IVb1. b2. a3. c4. c5. b6. b7. a8. a9. d10.

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Chapter Va1. b2. a3. a4. c5. a6. d7. c8. a9. b10.

Chapter VIa1. b2. c3. a4. c5. a6. a7. c8. d9. d10.

Chapter VIIa1. a2. a3. c4. d5. b6. b7. c8. b9. a10.

Chapter VIIIa1. a2. c3. b4. a5. a6. a7. c8. a9. c10.