Business communication

04/18/2023 Business Communication 1

SOFT SKILLS – I BUSINESS COMUNICATION

(UNIT – III)

PRESENTED BY NEABA.SM.Tech(HRD)NITTTR


UNIT -III

Business Communication ─principles of Business writing─ memos─ e-mails ─ agendas ─minutes ─ sales letter ─ enquiries ─ orders ─ letters of complaint ─ claims and adjustments ─ notice and tender circulars ─ letters of application.


BUSINESS COMMUNICATION

• Communication is mutual exchange of understanding between the sender and receiver.

• The basic functions of management cannot be performed without proper communication.

• Communication plays a vital role in directing and controlling people in the organization.

• There should be effective communication between superiors and subordinated in the organization, between the organization and a larger society(Trade unions).


PURPOSE OF BUSINESS COMMUNICATION

• For instruction:Necessary guidance is given to accomplish the task.(Top to bottom)

• For integration:To bring about various inter-relationship among the various functions

. Helps in unification of different management functions .

• For information:Inform the people, group about the task, policy, rules and

regulations. Information flow can be vertical, horizontal, vertical and diagonal, getting informed is most important.


CONTD…

• For evaluation:Examination of activities to form an idea or judgment is

achieved through communication. It is tool used to appraise a team or an individual about their contribution.

• For direction:Communication is necessary for issuing direction by top

management or manager to lower level. It can be either in written format or oral.

• For teaching: For teaching the importance of safety.


CONTD…• For influencing:

To influence and persuade others communication is needed.

• For Image building:

The organization should interact with the society which can be done through communicating with media, which in turn helps in team building.

• For employee orientation:Informing the new employees with rules and regulations of

an organization.


PROCESS OF COMMUNICATION

• The transmission of sender’s idea to the receiver and receiver’s feedback to sender constitute the communication cycle.

• Sender is the person who initiates the message, the message is then encoded and transmitted through appropriate channel or medium.

• In an organization the channel includes, meetings, memorandum, letters, e- mail, fax and telephone calls.

• When the message is received , it is decoded by the receiver and feedback is given to the sender.


COMMUNICATION CYCLE


TYPES OF COMMUNICATION• There are two types of business communication.

o Internal communicationoExternal communication

• Internal communication refers to communication within the organization, it may be formal or informal .

• Effective internal communication is necessary for addressing organizational concerns.

• External communication is communication with people outside the company.

• Supervisors communicate with the people outside the organization such as vendors and customers.

• It leads to better sales volume, public credibility, company profits, it should improve overall performance, public goodwill, corporate image.


INTERNAL COMMUNICATIONCLASSIFICATION

• Internal communication is classified into :• Upward • Downward

• Upward – flow of information from subordinates to superiors , from employees to management.

• It helps to Exchange information, offer ideas, express enthusiasm, provide feedback.

• Downward-Flow of information in hierarchical level. Telling employees about mission and policies.

• It helps in-transmit, vital information, give instructions, announce decisions, provide motivation etc.


PRINCIPLES OF BUSINESS WRITING

• Business writing: Form of workplace writing, a form of technical writing(internal, external)

• It includes newsletters, memos, letters, proposals, reports, power point presentation, press release, job applications and more.

• There are five key principles for effective business writing

1. Clear

2. Clarity and conciseness

3. Awareness of audience

4. Appropriate tone

5. Attention to format.


BUSINESS MEMO

• MEMORANDUM(MEMO)- common form of communication.

• It is derived from Latin word- “ memoro”- to mention, call to mind , or relate.

• Memos are usually confined to single topic .• Three basic reasons to write a memo- to persuade to action, to

issue a directive, to provide a report.


PURPOSE OF MEMO

• Memos serve for the following purpose:Informing employeesGiving directionsOutlying proceduresRequesting dataSupplying responsesConforming decisions

• Good memo includes- clear statement of purpose, factual information, statement of action .


STANDARD MEMO FORMAT• Every organization follows a standard pattern for memo.• It includes : Heading, opening, body, summary, closing and

attachment.• HEADING:

To: (readers’ names and job titles)

From: (your name and job title, and your handwritten

initials next to your name)

Date: (complete, current date)

Subject: (what the memo is about, the main idea of the memo summarized).

• OPENING: this statement makes the memo clear. it should be brief, and of short length.

• BODY: Includes the main information. Each paragraph should be short and not more than eight lines.


CONTD…• SUMMARY(optional): if memo is longer, then summary

paragraphs the key points.• CLOSING: It should be brief, courteous ending to you

memo.• ATTACHMENTS: Add a notation if any particular

attachment is there(graphs).


EXAMPLE OF A MEMO


E-MAIL • E-mail — method of exchanging digital messages.• E-mails are faster and more efficient way of

communication.• Business E-mail follows a particular format just like

memos.• It serves for both internal and external communication of

an organization.• Depending upon the nature business email includes

salutation and complementary close.


E -MAIL FORMAT

• Business e-mail should be precise and to the point.• Proper grammar and spelling is very important.


E-MAIL ETIQUETTEDo’s• Be concise and up to the point• Answer all questions• Add disclaimer• Use proper spelling, grammar and

punctuation• Make it personal • Use templates for frequently asked

questions• Use proper structure and layout • Use active voice • Use a meaningful subject• An organization-email policy, train

the employees(Email management software)

• Gender neutral language

DONT’s

• Attach unnecessary files• Use Text in capital letters• Use urgent and important,

abbreviations• Disclose confidential

information• Use long sentences• Reply to spam• Forward viruses, chain of

letters• Ask to recall a message• Overuse high priority options• Overuse reply to all


AGENDAS

• AGENDAS- List of items to be discussed in a formal meeting.

• It is usually sent along with the notice of the meeting.• It is also prepared after including members opinion.• It should be distributed to the participants in prior.• Determining the overall goal of the meeting, the needed

participants, fixing time and location, documentation, time allotted to participants are taken care.

• Standard agendas -review of the meeting, review the minutes, review participants progress and commitments is taken care.


FEATURES OF AGENDAS

• It is sent along with the meeting.• It is written at the end but before or after signature of

convener of the meeting.• It is arranged according to the importance.• Controversial topics should be written at the end.• Topics are determined by the secretary consulting with

the higher authority.• It is written in brief but explicit manner.


SAMPLE OF AN AGENDA


MINUTES• Meeting minutes are written or recorded documentation

that is used to inform attendees and non attendees about the happening during the meeting.

• Meetings may be created by a typist or reporter who use short hand notations.

• For a private organizations minutes will include only summary or discussions.

• Minutes of certain meetings are kept in important file like legal documents.


FORMAT OF MINUTE

• Generally minutes begin with name of the body holding the meeting, place, date, list of people present.

• Attendees are most often assigned initials• The minutes then record what was said in the meeting either

in actual or coherent order.• All official decisions are included to serve the main purpose.• Minutes may end with the note of time at which meeting was

adjourned.• Minutes are submitted by the secretary and not the typist.• If errors are present minutes will be redrafted and submitted.


SAMPLE MINUTE FORMAT


BUSINESS LETTERS• It is a letter usually from one company to another or

between such organizations and their customers , clients and other external parties.

• The overall style depends on the relationship between the concerned parties.

• These letters have formal touch and the language used is simple, straightforward and focused towards the objective.

• Business letters follow a neutral tone but care must be exercised that they don’t hurt the sentiments of the receiver.


REQUIREMENTS OF BUSINESS LETERS

• The requirements of an effective correspondence are

Clarity CourtesyConsiderationConcisenessCordiality


STRUCTURE OF BUSINESS LETTER

• A proper structure also make the letter effective.• A properly structured business letter reflects ones business etiquette and

reputation of the organization.• A standard business letter has 10 parts :

1. Letter head

2. Date

3. Reference

4. Inside address

5. Subject line

6. Salutation

7. Body

8. Complimentary close

9. Signature

10.enclosure


TYPES OF BUSINESS LETTER

• Business letters can be divided into following categories:Sales letters Enquiry letterOrder letterComplaint letterClaims and adjustments


SALES LETTER • A sales letter is a piece of direct mail sent to a purchase a

particular product or service.• The language used is usually persuasive .• Sales letter follows beginning, middle and closing.• AIDA-Attract, Interest ,Desire, Action technique is used.• Avoid using the following sentences:

oYou will regret if you miss the following opportunities

oThere can never be such heavy discounts.• Instead,

oPlease avail this opportunityoWe offer heavy discounts.


EFFECTIVE SALES LETTER

• A good sales letter grabs attention in opening paragraph.• Next, it builds interest.• At the closing lines readers are motivated to take action.


ENQUIRIES

• ENQUIRE- To ask for information about any product or service.

• It is sent and received through postal letters, emails, faxes.• An enquiry letter should be straight forward, compact and

courteous.• It should be brief and to the point , complete and correct.• Special care must be taken about the opening, which sets the

tone of urgency, proper closure which shows the writer’s expectation of quick response.


REQUIREMENTS OF ENQUIRY LETTER

• The following are the general tips to be followed to draft a letter:

I. The kind and quantity of goods required should be mentioned clearly along with details of packing.

II. In order to make the response undoubtedly sure and specific , samples, specifications etc should be preferably sent along.

III. Proper tabulation of with product specification can be facilitated.

IV. It should indicate the likeliness to purchase for cash or credit or other modes payment.


REPLIES

• Responding properly to an enquiry is most important.• Provide them with needed facts and more,.• One must require persuasive skill and judgment in

giving information.• Present the advantages of products more.• One must safeguard the organization as well as trust

of customer.• Useful expressions like request opening(we/I are

interested in..) and closes(we look forward, Please let me know…) should be included.


INDUSTRIAL ENQUIRIES AND REPLIES

• Industrial enquiries may use technical jargon.• This is fine since receiver of the letter is familiar with it.• Industrial enquiry approach since it may be beginning of a

long and profitable relationship.• Replies should begin with gratitude and never with a

refusal. • Difficulties in accepting the business order should be

clearly stated.


ORDERS• An order letter is an contract of selling and purchases of orders.• Orders are considered as one of the simplest type of direct

request.• Once a customer likes product it results in sale but only through

verbal or written.• An order letter is written by either the person or the company.• Many companies use their own forms for merchandise or

service-purchase order or order form.• Most of time orders(Personal, company) are in letter format.


EFFECTIVE ORDER CONTENTS

• Effective order letters must :

1. Give the information in clear format

2. No hints should be present

3. Complete description

4. Mode of payment

5. Where, when, how


DO’S AND DON'TS

• It should be addressed to the person responsible for executing the order

• It should include all terms and condition agreed by both the parties.

• Relevant details must be present(quality, price other T&C)


LETTERS OF COMPLAINT• A letter of complaint is an effective way to alert a company

to a problem.• A polite letter of complaint will help to resolve the problem.• The following is structure of complaint letter:

1. Salutation

2. Introduction

3. Explaining the problem

4. Expressing dissatisfaction

5. Saying what you want

6. Closing the letter• Effective complaint letters should be concise, authoritative,

constructive , friendly and complementary tone.


HANDLING COMPLAINTS

• Following are the different ways in which a complaint can be handled.

• Either accept it or reject it.• The acceptance can be either when guilty or when not guilty.• In either case company can conduct an enquiry and then

accept the complaint.• Rejecting can be done through direct approach by

specifying the in acceptance through a friendly tone.• Since many readers may not treat the rest of letter

sympathetically , it may be preferable to prepare reader for eventual refusal through indirect approach.


CLAIMS

• The claim letter is written to get claims and adjustments. It is written by both sides.

• A claim letter should be concise and exact.• It is usually written due to unsatisfactory work or products.• It should impress on the fact that the claim is genuine.• The main aim is to motivate the reader to take immediate

reaction.• Claim letter can also state a sort of compensation or

adjustment one expect.


ADJUSTMENTS LETTERS

• To act upon the grievances of genuine customer is termed as adjustment letter.

• Writer needs to be more polite.• Proper verification of complaint is made.• It should begin with appreciation.• Follows up with good news of adjustments, reason should be

explained.• Language used should be mellow.


Business communication

Leadership & Management

types of communication

communication cycle

effective communication

process of communication

proper communication

business comunication

various functions

basic functions of management