154527742 Business Communication

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BUSINESS

COMMUNICATIONUnit 3


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Persuasive speech is used to influence both

individuals and groups to accept a particular

position or belief.

Persuasive speech requires a clear

understanding of the audience and an intense

listener focus.


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Influences on persuasive

messages The message source

Believability of the message

Environmental factors

Comprehension and retention of the

message


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Circulars

Convey the same information to alarge number of people

Transmit informational messages

Tone- request not command

Be polite and courteous

Componentsday, date, time, place

and purpose of business


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Purposes

To emphasise certain aspects of office conduct To intimate changes in the working hours of the office,

canteen, library etc

To invite applications from employees for promotiontests etc

To inform the employees about changes in medicalrules, reimbursement of conveyance expenses etc


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example

Parekh IndustriesNew Delhi

Date: 28 March 2009

Circular No:581/85

The wives of five Kargil martyrs would be visiting the organisation onApril 2, 2009 to familiarise us with their problems and grievances.They would also be suggesting ways to help other bereaved familiesof kargil soldiers.

Employees are requested to be present and to extend theircooperation for this noble cause

Sd/-Arun Govind

Manager

(Personnel)


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Notices

Give the notice a clear heading Use different size print for emphasis

Use sub- headings to break up the maininformation logically

Use bullet points to display points onseparate lines

Use the paper effectively to display the

notice attractively Include the name of the writer at the bottom

as well as a reference and date


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Notice

XYZ Industries

New Delhi

NOTICE

Members of the Marketing Division are requested to

gather for an important meeting on Saturday, 28

March 2009 to discuss the latest marketingstrategy for our new product

M.C.Sharma


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Office orders

Suggests acceptance or compliance It carries a stamp of authority with it

and has to be accepted

Tool of downward communication Usually related to promotion,

suspension, termination of servicesetc

Very sensitive form of communicationand if misunderstood , it can lead toserious consequences


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Concise, avoid unnecessary details

Language should be clear, simple

words

Clearly specify who they are meant for


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Memorandum

Popularly known as memo

Internal communication between

executives and subordinates or

between officers of the same level It is never sent outside


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use

To issue instructions to the staff To communicate policy changes to the staff

To give/ seek suggestions

To request help or information To confirm a decision arrived at on the

telephone

To intimate granting/ withholding permission

to do something To seek explanation on some matter of

conduct etc


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Use conversational tone

Use the second pronoun You so as to

add to the nature of informality

Language is polite and courteous

Printed format is mostly used

Full block or semiblock style


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Components of memo

Heading

Subject and date

Message


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Memo format

NAME OF THE COMPANYINTEROFFICE MEMORANDUM

Date: .

Ref: ..

To:..

From: Subject: ..

Name

Signature

cc


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Advantages of the memo

form It is very brief

It is convenient

It is inexpensive

It can be used for future reference


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Publicity material

Public relations is all about the relationshipbetween the organisation and the general

public

Aim is to influence the general publicthrough the mass media

The job of the PR person is to constantly

look for news worthy events, products,

developments and human interest storiesand then turn them into any of the following


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Contd..

A news release

A press conference

A photo opportunity for news paper

coverage Corporate material for direct mailing

Briefing packs for potential customers

Briefing pack for special group of visitors Free education packs for schools and

colleges


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Effective PR materials are

Factual, news worthy and impartial

Appeal to human interest

Contain up to date information

Be appropriately distributed

Be produced professionally


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Press release

A company sending matter forpublication prepared by its own staff is

issuing a press release


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Characteristics of a good press

release

It should be news worthy

It should be factually true

It should be brief and precise

It should be drafted in a simple

language and conversational style

It is suitable for publication

Who, what,when,where,why


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Press release should

Have a catchy heading

Be written in short paragraphs

Be accompanied with a covering letter


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Company News letters

Regular news letters known as inhouse journals or company magazines

keep staff informed about matters of

interest Improve company/ staff relations

Sent to employees who have retired


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Contd.

News letter contains

New policies/ procedure

Updates on product/ service

Birth / marriages / death

Promotions

Sports and social news

Contributions from employees


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While writing a news letter

Write in an interesting style

Use short sentences and a crisp,

snappy style

Try to appeal to human interests

Be as factual as possible

Build the article logically


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Aims

To keep in touch regularly

To provide a network of interested

people to share working experience

To promote the organisation

To provide reliable and comprehensive

information about an issue or a cause

To provide news of interest to thereaders


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What makes a news letter

successful Make your newsletter interesting to

the reader

Meet the information needs of the

reader Give the cover a bright design and the

news letter a catchy title

Make the contents short and sharp Make the content attractive and easy

to read


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Make the newsletter recognisable

Create a personality for the newsletter


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Advertisements

Introduce new products

Boost up the sales

Persuade a customer into the belief

that the article being advertised willgive him greater satisfaction than the

money in his pocket or any other item

available to him.


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Characteristics of good

advertisementsAdvertisements must cater to the

consumers psychologyAdvertisements must accord to the latest

fashion trends

Advertisements must have a visual orauditory effect

They must be brief There should be both repetition and

variation in advertisements

Advertisements must make the productslook unique


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How to make advertisements

attractive and effective Give catchy captions Give statistics to prove your point

Make use of crazy slogans

Enumerate your achievements Say it with humour

Use anecdotes

Make an effective, discreet use of sexappeal


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Leaflets

Reasons for using leaflets

To publicise goods or services

To promote special events and

promotions

To give information of any kind


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Designing leaflets

Use a company logo, prominentlydisplayed

Use an appropriate heading that

clearly states what a leaflet is about Consider carefully the information

which needs to be included in the

main body of the leaflet .Break it upaccording to different aspects of the

main theme


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Use sub- headings and bullet pointswhere possible

Use straight forward, simple language

and short sentences Be as persuasive as possible, making

everything sound, interesting andbeneficial

Use everyday language instead oftechnical jargon


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Aim for an effective and attractivedisplay which uses space to

advantage

if you want a response give full detailswhat to do, who to do, who to contact,

telephone number etc


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Invitation

Extend the invitation Indicate if a gift is not expected

Ask for a response by a specific date

Send the invitation two weeks or more

in advance


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Report

Basic management tool used in decisionmaking

Oral and written reports

An Oral report can be denied at any time.

But a written report is a permanent record.The reporter cannot deny what has beenreported once

A written report can change hands without

danger of distortion during transmissionA written report can be referred to again

and again

arac er s cs o oo


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arac er s cs o ooReport

Precisionknow the central purpose, analysisand recommendations are directed by this centralpurpose, gives a kind of unity and coherence to thereport and makes it a valuable document

Accuracy of factinaccuracy will lead to

disastrous decisions

Relevance- report must have a bearing on thecentral purpose, irrelevant facts make a reportconfusing; exclusion of relevant facts makes it

incomplete and is likely to mislead


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Reader orientation Objectivity of recommendations- logical

conclusion to investigation and analysis, must notreveal any self interest on the part of the writer

Simple and unambiguous languagescientificdocument of practical utility, free from poetic termsetc

Clarity- systematic arrangement, make thepurpose clear, define the sources, state the

findings and finally make necessaryrecommendations


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Brevitybrevity cannot be laid downas a rule, should not be achieved atthe cost of clarity

Grammatical Accuracy


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Types of Reports

Elements of Formal reports1. Traditional Reports

2. Administrative reports


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Traditional report

Title page Table of contents

List of figures

Summary

Introduction

Discussions- body sections

Conclusions

Recommendations Appendixes

reference


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Administrative

Title page Table of contents

List of figures

Summary

Introduction

Conclusions

Recommendations

Discussion Appendixes

reference


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The formal reports are divided on thebasis of different fields

On the basis of frequency of issue

1. Periodic /Routine2. Special reports

On the basis of the function

1. Informative2. Interpretative


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On the basis of nature of the subject1. Problem determining solving

2. Fact finding report

3. Performance report

4. Technical report


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Informal reports

Introduction1. State the objectiveone sentence

statement of the purpose of the report,appropriate for almost all situations and

readers. Follow it with either a summaryor a conclusion and recommendationssection

2. State the content- explain the situation

that caused you to write the report3. Alert the reader to a problemset a

contrast between a positive and anegative


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4 Use a pre printed form if one exist Summary

Background

Conclusion or recommendation Discussions

T f i f l t


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Types of informal reports

Brief analytical reports Trip Report

Laboratory Report

Progress report

Outline reports

W iti t


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Writing reports

Stages in report writing1. Clarifying your terms of reference

2. Planning your work

3. Collecting your information4. Organising and structuring your

information

5. Writing the first draft6. Checking and redrafting


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Structuring the report

Title page Acknowledgment

Contents

Abstract or summary

Introduction Methodology

Research or findings

Discussions

Conclusions and recommendations Reference

Appendix


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Style of report writing

Active and passive Simplicity

Use of language


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Agenda of Meetings

Agenda is a document that outlines thecontents of a forthcoming meeting

Preparing agenda is a very useful practice

If it is circulated in advance, it helps themembers to come prepared for the meeting

Since agenda has a set order, it helps the

chairperson to conduct the meeting

smoothly


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It ensures that only matters relevant tothat particular meeting are discussed

It ensures that every point is properly

taken up for discussion It facilitates the preparation of minutes


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Minutes

An official record of the proceedings ofa meeting

A concise and accurate record of

decisions and resolutions Minutes must be precise

Shows what was formally resolved or

decided upon and not what was said


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Types of minutes

Minutes of resolutions Minutes of narration


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Meeting documentation

Types of meeting1. Formal meeting

a. Annual general meeting

b. Statutory meeting

c. Board meeting


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2. Informal meetinga. Management meeting

b.Departmental meeting

c. Working parties


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Annual general meeting

Held once in a year To access the trading of the

organisation over a year

All the shareholders are invited They must be given 21 days notice


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Statutory meetings

Directors and shareholders canconsider and communicate special

reports

Companies are required by law to holdthese statutory meetings


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Board meetings

Held as often as individualorganisation require


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Management meetings

Attended by a group of managers whomay need to discuss a specific matter

, report on progress etc


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Departmental meetings

Called by the head of the departmentor managers of a certain section


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Working parties meeting

Working parties may setup to worktogether on a specific project or

problem

At meetings progress reports will begiven and decisions for further action

is taken

Meeting procedure


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Meeting procedure

Notice and agenda Chairmans agenda equal

opportunity for everyone to

participate in an orderly way

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