UNIT – IV syllabus 1. Written communication 2. Different between spoken & written comm..
3. Features of effective writing such as a] Clarity b] Brevity c] Appropriate tone clarity d] Balance ……
4. GRE models 5. TOEFL models 6. Letter writing 7. Business letters 8. Pro-forma culture 9. Format
10. Style 11. Effectiveness 12.Promptness 13. Analysis of sample letters collected from firms 14. Email 15. FAX
IV UNIT QUESTION PAPERS solved
1] JANUARY 2009 2] AUGUST 2009 3] FEBRUARY 2010 4] JULY 2010
I] JANUARY 2009
1] Elaborate on the various types of formats used in written business communication.
| Wicked Wax Co. Ltd 22 Charlton Way London, SE10 8QY 5th December, 2006 Ms. Maggie Jones Angel Cosmetics Inc. 110 East 25th Street New York, NY, 10021 USA Your ref: 123 Our ref: abc Dear Ms. Jones, Forthcoming Exhibition First paragraph... Second paragraph... Third paragraph... Sincerely, Morris Howard Morris Howard, President cc: Brian Waldorf Enc: catalogue | SENDER'S ADDRESS may be printed company logo and address DATE RECIPIENT'S ADDRESS RECIPIENT'S REFERENCE (IF ANY) SENDER'S REFERENCE (IF ANY) SALUTATION SUBJECT BODY OF LETTER CLOSING SIGNATURE (HAND-WRITTEN) NAME, TITLE (TYPED) COPY TO ENCLOSURE |
| Sending company's name and address is sometimes printed here |
Ms. Maggie Jones
Angel Cosmetics Inc.
110 East 25th Street
New York
NY 10021
USA
Angel Cosmetics Inc.
110 East 25th Street
New York
NY 10021
USA
2] What are the elements of a good business letter?
To write a good business letter 1]mechanical make up 2] contents are essential.
1] subject matter :- The subject matter must be well imagined and put in good words. There should be coherence in the text and object oriented. A] It should not be well crowded with a lot of information. B] The contents should be well balanced, giving artistic look. C] Different colours in the same letter does not look good. D] Neatness, good margins, punctuation.
E]Action addressee should be proper, spelling
2] contents :- it is of two types; 1] subject matter 2] expression
Language suitable to the situation. Heavy technicality should be avoided. Apparent must be the important eloquence, real or imaginary has no place in business language. A sentence may be given an entirely different meaning by a tone or gesture but what is written in black and white remains careful. This record can be permanent evidence if dug up after years.
3] length 4] judging other man’s letter, writer’s character, status…can be understood.
3] What are the benefits of a well-written letter?
Well written letters get things done!
Saves time of communication
• Helps in coordinating, controlling and issuing instructions
• Brings improvement in speaking abilities, listening, interacting, writing, convincing and persuading.
A well written letter is that which has all the contents well written.
1] proper action addressee 2] subject 3] reference 4] purpose of writing that letter.
A well written letter does not mean a letter having high languageThe purpose of writing a letter is to notify the action addressee what the writer wants. So that that addressee can take necessary action.
II] AUGUST 2009 -----
FEBRUARY 2010
4] Why is communication so pertinent for good relationship and effective management?
Communication is something we all know is necessary to keep any relationship strong and loving, and although we are aware of the importance of communication, we still seem to be clueless about what exactly good communication really is. This does not mean you are clueless as a person, but it does mean that more attention is required on your part, so that you can become more open and invite the many forms of communication that exist, so that you will be able to understand yourself and your partner much better. There is nothing that keeps a relationship healthy, better than understanding and once you start becoming more familiar with your communicating styles, as well as your partners, you will be able to work better as a team in making the best of your relationship.
The first step in achieving better communication that will really work, is to take a look at you first. People always tend to turn to their partner first when things are not running so smoothly in their relationship. They automatically start pointing out what their partner is doing or not doing, as well as how their partner is not listening to them. This may all be true depending on your particular situation, but it is important that you take the responsibility in reviewing your own actions and communication first, before you can point anything out in your partner. Remember, it is very easy to see other people's mistakes, but when it comes to looking at you, it is much harder to accept criticism, even from yourself- because no one wants to be wrong. This is where you need to get real about things. Communication is not about who is right or wrong, but instead about helping each other see things from each other's perspective, so that you can be on the page and avoid any misunderstanding that will cause unneeded arguments.
Communication itself cannot be the problem or the ineffective ingredient, because communication is the main key to a healthy relationship, so it must be the way you and your partner are communicating.
When you or your partner talks to each other, do one or both of you talk to win the conversation, or to actually reach a level of understanding of each other's needs and wants?
Believe it or not, it is very common for people to focus on being right and trying to convince their partner of seeing things their way, instead of just sharing what they think and feel so their partner can understand what they mean and what they need.
5] Indicate the critical difference between successful and ineffective communication.
| Successful communication 1. It coordinates people, organisations, for greater productivity. 2. It creates greater harmony in team work, quicker, decision-making, quicker-problem solving, and quicker conflict resolution. 3. Proper communication between the management and workers it brings mutual trust and confidence. 4. The management gets better returns and the employees get job satisfaction. 5. The workers develop a sense of belonging and loyalty to the organisation. 6. Management and labour unions’ relations develop. 7. Clarifies ideas before communicating: 8. Systematically think through the message and consider who will be receiving it and/or affected by it. 9. the true purpose of communication can be achieved. 10. The entire environment, physical and human, is taken into consideration: 11. Be careful of the overtones and the basic content of the message 12. Use crisp language and be clear . 13. Follow-up on communication 14. the management should be a good listener 15. Communication skill is job requirement. | Ineffective communication 1. Decreases productivity. 2. Team work will not be there. 3. The gap between management and the workers widens. 4. The results diminish and workers will not have job satisfaction. 5. Workers always try to leave the job for better opportunity. 6. Decrease. 7. No clarification. 8. There will not be systematic thinking. 9. no 10. not taken 11. --- 12. no appropriate language is used, 13. There will not be follow up. 14. ---- 15. Nothing can be achieved. |
6] What elements constitute the structure of a business letter? Discuss briefly each one of them.
See January 2009 paper Q.No. 1
7] Write a complaint letter on the hold-up in the delivery of goods. You may devise the details.
A complaint letter should be concise, authoritative, factual, constructive, friendly. You should send these letters to the action addressee concerned.
| To Navatha Transport, Hyderabad. |
From
Pasumarthy Ranga Rao,
Book sellers,
Near Railway Station,
Khammam -1
A.P.
Dt. 7th January 2011.
Sir,
SUB;- Hold-up in the delivery of goods – reg.
It is to bring to your kind notice that our parcels coming from Hyderabad are not delivered to us in time. Most of our purchase is from Hyderabad. This is the season for selling text books to students of various colleges and schools. If goods are delivered late we may not sell them in the market. You may not be having enough staff to deliver the goods to the customers.
Hence it is requested that you may kindly understand the situation and see that the things are normalized earliest.
Thanking you sir,
Yours sincerely,
Satish
Proprietor.
8] What is the importance of written communication in an organization?
Written Communication :-
1. It is accurate and precise. 2. It can be repeatedly referred to. 3. It is permanent record. 4. It is a legal document.
5. It facilitates the assignation of responsibilities. 6. It has wide access. 7. It is suitable to transmit complex information and statistical data. 8. It is formal and authoritative. 9. Writing is a fairly static form of transfer.
10. The written language can be significantly more precise.
11. Written words can be chosen with greater deliberation and thought, and a written argument can be extraordinarily sophisticated, intricate, and lengthy.
12. These attributes of writing are possible because the pace of involvement is controlled by both the writer and the reader.
13. The writer can write and rewrite at great length, a span of time which in some cases can be measured in years. Similarly, the reader can read quickly or slowly or even stop to think about what he or she has just read.
14. More importantly, the reader always has the option of re-reading; even if that option is not exercised, its mere possibility has an effect upon a reader's understanding of a text.
15. The written word appeals more to a contemplative, deliberative style.
16. One can read from a written text and achieve the same degree of verbal precision as written communication.
17. But word-for-word reading from a text is not speech-making, and in most circumstances audiences find speech-reading boring and retain very little of the information transmitted.
18. As one speaks, the audience provides its own visual cues about whether it is finding the argument coherent, comprehensible, or interesting.
19. The upshot of these differences is that one should not think about speeches as oral presentations of a written text.
9] Analyse the difference between written and oral communication?
| Written Communication :- 1. It is accurate and precise. 2. It can be repeatedly referred to. 3. It is permanent record. 4. It is a legal document. 5. It facilitates the assignation of responsibilities. 6. It has wide access. 7. It is suitable to transmit complex information and statistical data. 8. It is formal and authoritative. | Oral communication :- 1. It saves time. 2. It saves money. 3. More forceful. 4. Conveys shades of meaning. 5. Immediate feedback. 6. Immediate clarification. 7. Can be informal. 8. Good for interpersonal relationships. 9. More effective with groups. |
10] Do you agree that communication skills are an essential job requirement? Substantiate.
The five types of communication include:
1] Oral 2] Written 3] Graphic and pictorial 4] Listening 5] Reading
Oral Communication
Effective oral communication is not learned from reading: it takes practice, practice, and more practice. It requires understanding the fundamentals of good grammar. It involves developing a vocabulary that allows you to express your opinions, to state your position during a dialogue relative to reaching a decision, to phrase your questions clearly and concisely, and to make your wishes known on any number of matters.
Written Communication
We learn to write by writing and not by reading about writing. Written communication takes on many different forms. It includes general correspondence, reports of different types, project proposals, procedures, record keeping, operating instructions, spreadsheet data, announcements, documentation, and presentations.
Graphic and Pictorial Communication
Graphics and pictures can often communicate ideas and concepts more effectively than the use of a lot of verbiage. However, graphics and pictures must be presented clearly just like any other form of communication. A presentation graphic that cannot be read from the back row of the room provides little if any benefit. Also, too many professionals in all disciplines assume that their audience is as well versed in their topic as they are. So graphics and pictures provide a means for communicating, but they must be explained when used outside the immediate group of professionals.
Listening as Communication
Managers need to develop their listening skills. That involves hearing the message and not jumping to conclusions without a full understanding of the message. There are times when we get impatient when listening to the views of others, and perhaps with justification. It takes patience to listen to a boring presenter. It takes patience to listen to someone who is repeating what has already been presented.
Reading as Communication
Reading is an important part of a manager's responsibility. It is a stimulus for creative thought—the kind of thinking required to move the organization forward. We can learn from those news accounts about organizations and their activities. We learn what others have done and are doing. We learn how the actions of others can impact our own operations.
With the above facts we can conclude that all the communication skills are very much essential for job requirement.
JULY 2010
11] Explain why effective communication skills are relevant for good leadership.
The five types of effective communication include:
1. Oral: The leader requires this to express himself. Any leader who cannot express himself cannot be a good leader. Oral with proper intonation can help him to delegate things in a proper and effective way.
2. Written: The leader needs this so that he can correspond well with his subordinates as well as with his superiors.
3. Graphic and pictorial: This technique enables the leader to show the progress of the firm, balance sheet, work performance etc., in a perfect way. It is because a picture is thousand words.
4. Listening: Listening enriches mutual cooperation. A good leader should have greatest patience to listen to his subordinates. A good listener bags a lot of friends.
5. Reading : It is very much essential the experience of the writer of a long span of time can be understood by reading his book in a week or two.
So all these communication skills are very much important to a leader.
12] What is the relevance of interpersonal communication in making communication effective?
7C’s & 4S’s in interpersonal Effective communication:
In any business environment, adherence to the 7C’s & 4S’s helps the sender in transmitting his message with ease and accuracy.
7C’s C’s Relevance
1.Credibility Builds trust
2.Courtesy Improves relationship
3.Clarity Makes comprehension easier
4.Correctness Builds confidence
5.Consistency Introduces stability
6.Concreteness Reinforces confidence
7.Conciseness Saves time
4S’s S’s Relevance
1.Shortness------ Economizes
2.Simplicity----- Impresses
3.Strength------- convinces
4Sincerity------ appears
Important forms of oral communication at the workplace include:
1] Building interpersonal relationships.
2] Giving presentations and debating viewpoints effectively.
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