BUSINESS COMMUNICATION AND REPORT WRITING

ContentsAcknowledgment Dedication Executive Summary Academic Discussion:Definition of Business Communication Business Letter Business Letter Definition Purpose of Business Letter 7 Cs of Business Letter Writing Types of Business Letters Good News Messages Bad News Messages

Research on Following Banks:United Bank Limited Standard Chartered Bank BankIslami Pakistan Limited Bank Al-Falah Limited

Conclusion Power Point Slide Show ( CD ) References from the Books Web Sources

Acknowledgment:Praises to Almighty Allah, The Cherisher And Sustainer of The Worlds. (Al-Quran) We are grateful to Allah, Who enables us to complete this Project effectively. We are also thankful to our respected teacher Prof. Ibrar Anver because without his generous co-operation, the accomplishment of this Project would not be possible. At the last we are very humbly raising our hands to pray for success in worlds, good health and long life of our parents and teachers whose encouragement and prayers enable us to complete our studies. (Amen)

Dedication:To Hazrat Muhammad (PBUH) Who is the great Messenger of Islam. To all of those who have served and sacrificed for the sake of Islam and for the martyred of Bomb blast in International Islamic University. To our Loving Parents and Honorable Teacher Prof. Ibrar Anvar. To all of those managers and employees who give us time and told us about communication and different modes adopted in these banks ; United Bank Limited Standard Chartered Bank BankIslami Pakistan Limited

Bank Al-Falah Limited

EXECUTIVE SUMMARY

We started with the name of Almighty Allah. After this we started the project with acknowledgement and dedication of the project. After this we discussed communication and its importance in this project. Then we defined the business letter and explained why business letter is written and how it is composed. Then we discussed different types of messages and focused on Good News Messages, Bad News Messages and Neutral Messages and also gave the examples of good, bad and neutral messages. After that we presented our research on the banks that how they communicate good or bad news to their customers. And we also discussed our experience at different branches of different banks. We asked different questions from banks staff about communication that how they inform their customers about the good news or bad news. We asked about the medium and way that use to communicate with their customer. We found that in almost all banks the computer and emails are being used now a day to communicate with customers. At the end we concluded our project and presented relevant material from different books. We also provided references from different books and internet websites.

Academic DiscussionDefinition of Business Communication

Business communication is the communication between the people in the organization and outside of the organization for the purpose of carrying out business activities. It may be oral, verbal, written etc.

A business can flourish when all objectives of the organization are achieved effectively. For efficiency in an organization all the people (inside and outside) of the organization must be able to convey their message properly. The exchange of ideas and understanding within and outside the organization to achieve the business goals is known as business communication.

Any business writer can write emails, memos, and letters - correspondence that communicates clearly and has impact. But that is not the actual business communication that prevails in the business world. Business people do not pay heed to the ethics of business communication. Many write emails as thoughts occur to them and send emails without revising the words into coherent messages. As a result, business writing is at times fragmented, incomplete, and full of careless language errors.

Proper business communication whether through writing or meetings can do wonders to improve the morale and the bottom line of a company. Just don't wait for others to make this happen. Become a part of the solution. Get involved and speak out.

Business LettersA business letter is a formal means of communication between two people, a person and a corporation, or two corporations. Business letters differ from personal letters because they follow very strictly set rules for composition. Many people are intimidated by the prospect of writing to strict guidelines; however business letters are nothing to be afraid of. They are too useful a tool to be stigmatized by the public. Before beginning the writing, one should answer the following questions: 1. What is the purpose in writing this letter/memo/report? 2. What does the reader want or need to know to understand the message? 3. Have sender answered important questions and provided the necessary information for the reader? 4. Did sender accomplish the purpose? 5. Have sender included boring, confusing, or distracting information? 6. What does sender want the reader to do when he or she is done reading this? 7. Is that clear to the reader? 8. Have sender included all the information necessary for the reader to take this action? DEFINITION OF A BUSINESS LETTER A business letter serves the main purpose of communication between two companies, or it is a method to talk to different people within a business. PURPOSE OF A BUSINESS LETTER The purpose for business writings is to inform readers of information you want to get across or possibly persuade the readers to do something. THE 7 Cs OF BUSINESS WRITING Most problems with business letters are they are either hard to understand or very long and drawn out. One solution that many writers use to correct this problem is to double check the writing to make sure it follows the seven C's of business writing. The seven C's are: Clear Concise Correct Courteous Conversational

Convincing Complete

KEEPING LETTER TO THE POINT The first thing is the need to make sure of when writing a business plan is to make sure that you are not wasting the readers time. There are two questions to make sure that you are not wasting their time and they are, "why am I writing" and "what do I want to achieve." If you are able to answer theses two questions then, then your writing will be a third of what it would have been if you as a writer just sat down and started to write. It is a good thing that your letter is short because that way you are getting straight to the point of what you want you readers to know.

To achieve these goals, your business letter should include the following elements. 1. Primary Element: The letters important news your reason for writing should be in the first paragraph. 2. Secondary Element: Information that develops the news should be in the middle paragraph(s), including explanations, supporting details, reasons the reader should act. 3. Closing Element: The last paragraph should tell the reader what action to do next, including clarification that suggests course of action and statements that tell the reader what attitude or response is required. You will get better results by making your audience the focus of the letter, not yourself. Anticipate how the letter will look, sound, and seem to your audience. Re-word sentences to eliminate some of the I and my emphasis and concentrate on what you can do for the reader. By saying what you can do, you avoid sounding negative or self-important. Cover Letters Familiarize yourself with the job announcement and the organization to which youre thinking about applying. Determine where your interests and credentials intersect with the needs of the company. For more details on writing cover letters, see our handout Guidelines for Cover Letters. Direct or Deductive Letters Good-news (acceptance, announcements, information, granting requests, reminders, thank-yours, congratulations): 1. Best news/main idea

2. Explanation Give necessary details and/or background information. 3. Positive, friendly closureExpress your appreciation, or make a clear statement of the desired action. Direct-requests (simple claim letters, some collection letters, asking simple favors, seeking information, placing orders, reserving rooms, etc.): 1. Main ideaState your request, main statement, or question; give reasons, if necessary. 2. Further explanationGive all necessary and desirable details along with optional, but often helpful devices, such as charts, graphs, lists, headings. 3. Courteous closure/motivation to actionMake a clear statement of the action you desire along with information to make the action easier; express appreciation for doing the action. Indirect or Inductive Letter Bad-news (refusals, compromises): 1. BufferBegin with a pleasant, neutral statement about the situation. 2. ExplanationTactfully state the necessary details beginning with pertinent, favorable details and ending with the unfavorable facts. 3. Decision, news, main ideaState these without sacrificing clarity. 4. Positive, friendly closureOffer additional help or suggestions, invite future action, give a clear statement of action desired, or emphasize goodwill. Persuasive requests (sales, some collection and claim letters, requests for interviews): 1. AttentionHow will your request benefit or interest the reader? 2. Further explanationGive descriptive details or psychologically appeal to the reader. 3. DesireMake a clear statement to help create readers desire to fulfill your request. 4. Courteous closureClearly state the action desired giving a special inducement to help the reader realize the benefits of the action.

Good News Messages Neutral Messages Bad News Messages What is Good-News and Neutral Message?

A message that will receive favorable response or neutral reaction from your reader is usually easy to write because such messages tell your reader something pleasant or offer usual information. These messages are generally organized by the direct approach- also known as good-news plan.

What is Bad-News Messages?No news is good news, the old saying goes. But sometimes bad news is unavoidable. Rather than blurt it out in the first paragraph, which is likely to anger the reader and prevent an objective reading of the rest of your letter, break up your bad news into chunks. With a strategy for each paragraph, follow these basic steps to make the best of a bad situation. 1. Begin with a positive or at least a neutral opening. Emphasize past good relations: "Our companies have enjoyed a mutually beneficial relationship for many years." Or you can say something about the product or services of the company to which you are writing: "Your company has offered a quality product to the athletic community for the past 25 years." Beginning with statements like these emphasizes your objectivity and show that you are not bent solely on criticizing the company. This will help to earn your reader's trust. If you cannot say anything positive, find something neutral to say: "About three weeks ago I visited your restaurant with a friend to have a Saturday afternoon luncheon." This type of statement introduces the occasion of your letter by simply making factual statements. 2. Provide background details about the nature of the bad news. This provides helpful information that will allow the reader to have a more complete picture of the situation and respond appropriately. Here are the methods how to write Good News and Bad News Messages.

GIVING GOOD NEWS OR BAD NEWS IN BUSINESS LETTER Look at the two examples below.

XYZZZ EXPORTER Highway Street, Central Java . Indonesia telp: 62291 12345678 ---------------------------------------------------------------------------------------------------------------------------------Mr English Dictionary Street B 20 New Jersey USA

Dear Mr English Further to our telephone conversation this morning, we are delighted to advise you that we are able to reduce . This is due to the recent fall of US dollar. We look forward to receiving your order. Yours sincerely Andrew Marketing Manager

XYZZZ EXPORTER Highway Street, Central Java . Indonesia telp: 62291 12345678 ----------------------------------------------------------------------------------------------------------------------------------

Mr English Dictionary Street B 20 New Jersey USA

Dear Mr English Further to our telephone conversation this morning, we regret to inform you that we are unable to reduce the This is due to the recent increase of raw materials. With apologies. Yours sincerely Andrew Marketing Manager

In the first letter, the writer wants to inform that he could accept his customer's request. In the second examp customer that he could not grant his customer's request. The phrases below are commonly used to give good or bad news in business letters.

Giving Good News

We are

pleased delighted To happy

tell inform advise

Giving Bad News

We We regret that ...

regret are sorry

To

tell inform advise

Complete these sentences using phrase for referring and giving good or bad news. 1. ----------------------your order for 100 pcs office desks, ------------------we have had to increase the price. 2.------------------------our telephone conversation yesterday, -------------------that your order is now ready for 3. -----------------------your application for a post as production manager, -------------------------that we would

Research on the following Banks United Bank Limited G-11 Markaz Branch Standard Chartered Bank G-11 Markaz Branch BankIslami Pakistan Limited F-10 Markaz Branch

Bank Al-Falah Limited I-11 Grain Market Branch

UBL has assets of over Rs. 620 billion and a solid track record of fifty years - in addition to the convenience of over 1121 branches serving you throughout the country and also at several overseas locations Date Established November 7, 1959 Chairman His Highness Shaikh Nahayan Mabarak Al Nahayan Deputy Chairman Sir Mohammed Anwar Pervez OBE President & CEO Mr. Atif R. Bokhari Branches 1121 Domestic, 17 Overseas Branches Representative Offices Iran Kazakhstan China Subsidiary United Bank AG Zurich, Switzerland United National Bank Limited, UK (Joint venture with NBP) UBL Fund Managers Limited

United Executors and Trustees Company Limited Associated Company Oman United Exchange Company, Muscat UBL Insurers Limited Offshore Banking Unit Export Processing Zone, EPZ Branch, Karachi, Pakistan Registered Office 13 Floor, UBL Building, Jinnah Avenue, Blue Area Islamabad, Pakistan Head Office State Life Insurance Corp. Building #1, I.I. Chundrigar Road, Karachi, Pakistan P.O. Box No.: 4306 Phone: (92-21) 111-825-111 Gram: "UNITED" Fax: (92-21) 2413492

Mission and VisionOur mission is to serve all your corporate needs and ensure your full satisfaction through product innovation, personalized banking, and top notch service. The CBG department of UBL defines corporate banking in Pakistan. Amongst the local banks UBL CBG is the pioneer in providing innovative solutions to its diversified and satisfied customer base. UBL CBG is considered to be a major player in the financial market of Pakistan. The Corporate Banking Group focuses on attracting and servicing large portfolio customers. Our forte is providing exemplary customer service using the "Single Window" concept and product superiority. The Relationship Management team manned by highly qualified individuals from the industry has steadily expanded our customer base and continues to enhance our cordial relations with our esteemed clients. Despite the sluggish economic growth in recent years, UBL outperformed all the other local banks in the corporate banking sector primarily due to CBG's emphasis on establishing and enhancing relationships with foreign/local blue chip and middle market customers thereby capturing significant market share. UBL's appetite for large exposures coupled with dedicated Structured Finance Unit, and an innovative team of professionals having extensive experience of Corporate Banking gives it the right platform to succeed in today's competitive and a demanding environment.

The success of CBG has been established from the fact that UBL received the 'No.1 Euro money 2000' Best Local Bank award and recognized it to have out performed all other banks. In year 2000, UBL was also voted as the best Corporate Bank by the customers of a major foreign bank in a survey. Aggressive marketing combined with professionalism has led to an increase in UBL's market share with top corporate customers and in some cases replacing Foreign Banks. Presently, its portfolio includes the quality names in the country, which were initially confined to foreign banks only. UBL, with an integrated network of over 1121 branches globally, with 17 overseas locations, gives you direct access to a comprehensive range of better banking facilities to help you monitor your business internationally. We have branches in: Bahrain Qatar Other offices Off Shore Banking Unit Republic of Yemen UAE United States of America and subsidiaries in: United Kingdom Switzerland

Our Experience at one of UBLs BranchWe went to United Bank G-11 Markaz Branch (Branch Code: 1048). There we met Branch Manager Mr. Fayyaz Ahmed. He told us that business communication is very important for an organization. He said that modes of communication are changing rapidly and quickly. In old ages we use to send hand written documents to our customers then we started using type writers and after sometime the latest type of typewriter is Computer generated documents. But the world is changing and modes are becoming less time consuming so we use e-mails as source of communication. Then we asked him that which plan UBL uses to communicate with their customers. He replied that we do not have any specific plan to follow, we communicate according to situation then we asked him to give us any specimen of any of their letters. He gave us some documents which are attached.

Standard Chartered BankStandard Chartered leading the way in Asia, Africa and the Middle East Standard Chartered PLC, listed on both London and Hong Kong stock exchanges, ranks among the top 20 companies in the FTSE-100 by market capitalization. The Londonheadquartered Group has operated for over 150 years in some of the world's most dynamic markets, leading the way in Asia, Africa and the Middle East. We have produced seven years of record income and profit, primarily as a result of organic growth. Standard Chartered aspires to be the best international bank for its customers across its markets. The Group earns around 90 per cent of its income and profits in Asia, Africa and the Middle East, from its Wholesale and Consumer Banking businesses. The Group has 1700 branches and outlets located in 70 countries. The extraordinary growth of its markets and businesses creates exciting and challenging international career opportunities. Leading by example to be the right partner for its stakeholders, the Group is committed to building a sustainable business over the long term and is trusted worldwide for upholding high standards of corporate governance, social responsibility, environmental protection and employee diversity. It employs around 75,000 people, nearly half of whom are women. The Group's employees are of 125 nationalities, of which about 70 are represented in the senior management.

Our Visit to Standard Chartered BankWe went to standard Chartered Bank G-11 Branch. There we met the Branch Manager Mr. Goher Ali. We asked him about their strategy of sending letters to their customers. He explained us that most of the letters are computer generated and we have to alternate very little things. Then we asked him to give us any specimen of letter of Standard Chartered Bank. The document is attached.

BankIslami Pakistan Limited

BankIslami- The Idea: The epochal idea of BankIslami was conceptualized by Jahangir Siddiqui & Company Limited and DCD Group in late 2003. Mr. Hasan A. Bilgrami was appointed as Adviser to the sponsors on March 16, 2004 to formalize the idea. He presented the concept paper of BankIslami to sponsors on March 24, 2004. A detailed business plan was then prepared and a formal application was submitted to the State Bank of Pakistan on May 26, 2004. On September 26, 2005, Dubai Bank joined the Sponsors and became one of the founding shareholders of BankIslami by investing 18.75% in the total Capital. Accreditation by State Bank of Pakistan: The State Bank of Pakistan issued a No Objection Certificate in no time on August 19, 2004 and BankIslami Pakistan Limited, the second full-fledge Islamic Commercial Bank in Pakistan, was incorporated on October 18, 2004 in Pakistan. BankIslami Pakistan Limited was the first Bank to receive the Islamic Banking license under the Islamic Banking policy of 2003 on March 31, 2005. The Bank envisioned to focus primarily on Wealth Management as the core area of business in addition to Shariah compliant Retail Banking products, Proprietary and Third party products, and Integrated financial planning services. Initial Public Offering of BankIslami: BankIslami Pakistan Limited made a public offering of Rs. 400 Million, at par, from 6th to 8th March. This was the first primary issue by a Bank in over a decade in Pakistan. The Initial public offering (IPO) of BankIslami received overwhelming response from the general public as the applications received were 9 times higher than offered, fetching nearly Rs. 3.5 Billion, against the demand of Rs. 400 Million.

Inauguration and Network Expansion: The State Bank of Pakistan declared BankIslami Pakistan Limited as a Scheduled Bank with effect from March 17, 2006. BankIslami started its Banking operations on 7th April 2006 with its first branch in SITE, Karachi. By the end of 2006, the Bank had 10 branches, nine in Karachi and one in Quetta. The Bank further concentrated in building a nationwide network and by the end of year 2007, its branch network grew to 36 branches in 23 cities. In 2008, the Bank opened 66 new branches nationwide which expanded its network to 102 branches in 49 cites. This gives BankIslami the distinction of having the fastest expanding network in Pakistan as well as offering the widest network by any Islamic Bank in Pakistan. Banks Vision: The Vision of BankIslami is to be recognized as the leading Authentic Islamic Bank. Mission: The Mission of BankIslami is to create value for our stakeholders by offering Authentic, Shariah Compliant and technologically advanced product and services. We differentiate ourselves through: Authenticity Innovation Understanding our client's needs Commitment to excellence, and Fast, efficient and seamless delivery of solution. As a growing institution, the foundation for our performance lies on our human capital and BankIslami remains committed to becoming an employer of choice, attracting, nurturing and developing talent in a transparent and performance driven culture. Core Values: BankIslami is strongly committed towards its core values of: Product authenticity Customer focus Meritocracy Integrity Team work Humility Innovation

Our Visit to BankIslami Pakistan LimitedWe visited BankIslami Pakistan Limited F-10 Markaz Branch (Branch Code: 2105). There we met Business Executive Mr. Kashif Siraj. We asked him about the importance of communication in Banking sector. He told us that whole banking relies on good and effective communication. One must be very good in communication if he want to be successful in line of banking. Then we asked him to give us any specimen of any document of the bank which is attached.

Bank AlFalah LimitedHISTORY Bank Alfalah Limited was incorporated on June 21st, 1992 as a public limited company under the Companies Ordinance 1984. Its banking operations commenced from November 1st ,1997. The bank is engaged in commercial banking and related services as defined in the Banking companies ordinance, 1962. The Bank is currently operating through 195 branches in 74 cities, with the registered office at B.A.Building, I.I.Chundrigar, Karachi. Since its inception, as the new identity of H.C.E.B after the privatization in 1997, the management of the bank has implemented strategies and policies to carve a distinct position for the bank in the market place. Strengthened with the banking of the Abu Dhabi Group and driven by the strategic goals set out by its board of management, the Bank has invested in revolutionary technology to have an extensive range of products and services. This facilitates our commitment to a culture of innovation and seeks out synergies with clients and service providers to ensure uninterrupted services to its customers. We perceive the requirements of our customers and match them with quality products and service solutions. During the past five years, we have emerged as one of the foremost financial institution in the region endeavoring to meet the needs of tomorrow today. Vision To be the premier organization operating locally & internationality that provides the complete range of financial services to all segments under one roof.

Mission To develop & deliver the most innovative products, manage customer experience, deliver quality services that contributes to brand strength, establishes a competitive advantage and enhances profitability, thus providing value to the stakeholders of the bank.

Our Visit to Bank AlFalah LimitedWe visited Bank AlFalah Limited Grain Market Branch. There we met Branch Manager Mr. Asghar Ali Butt. We discussed about the communication that how they communicate with their customers. The answer was that we communicate according to the situation and circumstances. But from July 1st we are shifting our whole communicating system on web and we will give mini statements to our customers through short messaging service(sms). Than we asked some specimen of letters and got the document which is attached.

ConclusionFrom all the above discussion we conclude that effective communication is of utmost importance in business. Most of the banks of Pakistan follow the good news plan as we can see from the attached documents that they are following the good news plan. The main idea comes first followed by an adequate explanation and an ending which is pleasant and positive. We have learnt a lot from our visits to different banks. At the end we will like to conclude with these sentences that one should keep in mind some basic things which are discussed in this project while writing any good news or any bad news to anyone.

Power Point Slide Show

Submitted in CD

References from BooksBasic Business Communication by Tata and Mcgraw Hill (Ch. No. 6) (Session No. 651.7) Write that Letter by Iain MaitLand (Ch. No. 5) (Session No. 651.8) Basic Business Communication by Raymond V. Lesiker (Module No. 11) (Session No. 657.1) Business Communication Building Critical Skills by Mcgraw Hill (Ch. No. 9) (Session No. 651.6) Business Correspondence and Report Writing by Sharma Mohan (Index 2) (Session No. 658.4) Modern Business Correspondence by L. Gartside (Ch. No. 13) (Session No. 657.3) Business Communication and Report Writing by Murphy (Ch. No. 8) (Session No. 652.6) Killingsworth, M. Jimmie and Jacqueline S. Palmer. Information In Action: A Guide to Technical Communication. 2nd ed. Needham Heights, MA: Allyn & Bacon-Viacom Co., 1996 1999. Wooley, Lillian and Melinda Payne. Handbook for Technical Writers. College Station: Texas A&M, 1993

Web Sources http://business-letter-samples.com/good-news.html http://www.essayedge.com/promo/samplework.shtml http://www.indiana.edu/~wts/pamphlets/personal_statement.shtml http://owl.english.purdue.edu/handouts/pw/p_perstate.html http://www.riverplateinc.com/definitionofbusinesscommunication.html http://www.blurtit.com/q615794.html http://www.business-plans-guide.com/example-of-business-letters.html http://www.businesscommunicationblog.com/blog/ http://www.4hb.com/letters/ http://www.encyclopedia.com/doc/1G1-110025552.html