MB0039– Business CommunicationAssignment Set- 1

Q.1 Describe any situation in your experience where the communication went wrong. Analyze the situation by pointing out the type of barrier to communication and suggest how to overcome this barrier.

Communication is the process of transmission the information, ideas, emotions, skill etc., by the use of symbol, words, picture, figure, graph etc.

No matter how good the communication system in an organization is, unfortunately barriers can and do often occur. This may be caused by a number of factors which can usually be summarized as being due to physical barriers, system design faults or additional barriers. Most of us desire to communicate effectively, but do not have a keen appreciation of the communication barriers to be faced. Because of these barriers, there is ample opportunity for something to go wrong in any communication. Competent managers develop an awareness of the barriers and learn to cope with them.

The principal barriers to effective communication are: noise, poor feedback, selection of inappropriate media, a wrong mental attitude, insufficient or lack of attention to work selection, delay in message transmittal, physical separation of the sender and receiver, and lack of empathy or a good relationship between the sender and receiver.

Situation where Communication was a failure for me: As an Associate Manager, I was a sender for a communication and intended for this to be received by my executives. I had sent the following communication to my executives through a notice displayed on the notice board: “Coming Second Saturday to complete our targets for the month a review meeting has been arranged and all should attend. If any executive is not able to attend he/she should find out the contents of the meeting from their peers without fail”. But my communication went wrong and out of 10 executives, only three executives had attended the meeting at 4.00 PM who checked-in with me the time of the

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meeting.

Following were the barriers of communication which stood in the way of my communication: The “Channel” I have chosen for communication by “Receivers” did not ensure the receipt of the message.

The communication lacked the “Chronological context” The second Saturday being a non working day. The communication has created a “Psychological noise” by not mentioning correct time of the meeting and confusion had been created. The “social context” also is one of the cause for the failure of the communication as I had not taken all my executives into confidence by giving any advance information or an intention of the meeting earlier.

Lessons learnt in order to overcome these barriers of communication: My communication was unclear by not giving exact time of meeting. The media I have used is placing the message on the notice board, instead had I circulated to all the receivers and obtained their signatures by asking their availability or feedback my communication would not have failed. I had chosen a wrong day (a holiday) though the task was a routine one. I could have maintained good relations with my executives for success of my communication.

Overcome the communication barriersWhen you send a message, you intend to communicate meaning, but the message itself doesn’t contain meaning. The meaning exists in your mind and in the mind of your receiver. To understand one another, you and your receiver must share similar meanings for words, gestures, tone of voice, and other symbols.

1. Differences in perceptionThe world constantly bombards us with information: sights, sounds, scents, and so on. Our minds organize this stream of sensation into a mental map that represents our perception or reality. In no case is the perception of a certain person the same as the world itself, and no two maps are identical. As you view the world, your mind absorbs your experiences in a unique and personal way. Because your perceptions are unique, the

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ideas you want to express differ from other people’s Even when two people have experienced the same event, their mental images of that event will not be identical. As senders, we choose the details that seem important and focus our attention on the most relevant and general, a process known as selective perception. As receivers, we try to fit new details into our existing pattern. If a detail doesn’t quite fit, we are inclined to distort the information rather than rearrange the pattern.

2. Incorrect filteringFiltering is screening out before a message is passed on to someone else. In business, the filters between you and your receiver are many; secretaries, assistants, receptionists, answering machines, etc. Those same gatekeepers may also ‘translate’ your receiver’s ideas and responses before passing them on to you. To overcome filtering barriers, try to establish more than one communication channel, eliminate as many intermediaries as possible, and decrease distortion by condensing message information to the bare essentials.

3. Language problemsWhen you choose the words for your message, you signal that you are a member of a particular culture or subculture and that you know the code. The nature of your code imposes its own barriers on your message. Barriers also exist because words can be interpreted in more than one way. Language is an arbitrary code that depends on shared definitions, but there’s a limit to how completely any of us share the same meaning for a given word. To overcome language barriers, use the most specific and accurate words possible. Always try to use words your audience will understand. Increase the accuracy of your messages by using language that describes rather than evaluates and by presenting observable facts, events, and circumstances.

4. Poor listeningPerhaps the most common barrier to reception is simply a lack of attention on the receiver’s part. We all let our minds wander now and then, regardless of how hard we try to concentrate. People are essentially likely to drift off when they are forced to listen to information that is difficult to understand or that has little direct bearing on their own lives. Too few of us simply do

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not listen well! To overcome barriers, paraphrase what you have understood, try to view the situation through the eyes of other speakers and resist jumping to conclusions. Clarify meaning by asking non-threatening questions, and listen without interrupting.

5. Differing emotional statesEvery message contains both a content meaning, which deals with the subject of the message, and a relationship meaning, which suggests the nature of the interaction between sender and receiver. Communication can break down when the receiver reacts negatively to either of these meanings. You may have to deal with people when they are upset or when you are. An upset person tends to ignore or distort what the other person is saying and is often unable to present feelings and ideas effectively. This is not to say that you should avoid all communication when you are emotionally involved, but you should be alert to the greater potential for misunderstanding that accompanies aroused emotions. To overcome emotional barriers, be aware of the feelings that arise in your self and in others as you communicate, and attempt to control them. Most important, be alert to the greater potential for misunderstanding that accompanies emotional messages.

6. Differing backgroundsDifferences in background can be one of the hardest communication barriers to overcome. Age, education, gender, social status, economic position, cultural background, temperament, health, beauty, popularity, religion, political belief, even a passing mood can all separate one person from another and make understanding difficult. To overcome the barriers associated with differing backgrounds, avoid projecting your own background or culture onto others. Clarify your own and understand the background of others, spheres of knowledge, personalities and perceptions and don’t assume that certain behaviors mean the same thing to everyone.

Q.2 Describe any two aspects of non verbal communication and give examples of how each of them could be used to convey positive messages at the workplace.

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Non-verbal communication plays an important role in business communication. Given its importance, an understanding of the different types of the non verbal communication is essential. Therefore it’s a common misconception that non verbal communication is synonymous with body language and includes only body language. The fact is that it is a vast area which has be widely researched and includes several aspects. The table below lists the different types of non-verbal communication, with the corresponding communication technology.

Knowledge of non-verbal communication is important managers who serve as leaders of organizational "teams," for at least two reasons:

To function effectively as a team leader the manager must interact with the other members successfully. Non-verbal cues, when interpreted correctly, provide him with one means to do so.

The team members project attitudes and feelings through non-verbal communication. Some personal needs such as approval, growth, achievement, and recognition may be met in effective teams. The extent to which these needs are met is closely related to how perceptive the team leader and team members are to non-verbal communication in themselves and in others on the team.

If the team members show a true awareness to non-verbal cues, the organization will have a better chance to succeed, for it will be an open, honest, and confronting unit. Argyle and his associates have been studying the features of nonverbal communication that provide information to managers and their team members.

Types of non-verbal CommunicationDescription Communication TechnologyBody Language KinesicsPersonal Space ProxemicsMeaning Attached to time Time LanguageTone of Voice Paralanguage

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Physical Environment Physical Context

Let us now look at all the aspects of non-verbal communication in detail-

1. Kinesics- This is the most often studied and important area of non-verbal communication and refers to body movements of any kind. Different body movements can express inner states of emotion.

Facial Expressions can convey feelings of surprise, happiness, anger and sadness. If u meet a long lost friend and say “I’m very happy to meet you again” but with a sad facial expression, it conveys the exact opposite meaning.

Eye Movements, such as wide open pupils express feelings of surprise, excitement or even fear. The importance of eye contact with one’s audience was pointed out earlier. Direct eye contact is a indication of intensity and interest, while lack of it can convey feelings of nervousness and guilt.

Gestures, such movements of the hands while giving a lecture or presentation indicates a high level of involvement in what u are saying. On the other hand, shuffling of feet is a sign of nervousness and speaking with one’s hands in ones pockets is considered to be casual or even rude.

Head Movements like nodding the head can convey interest, appreciation, agreement or understanding.

Body Shape and Posture-Body shape is not within one’s control but can be stereotyped to convey certain meanings. For example, someone who is strong and muscular is generally thought to be athletic, as opposed to a person who is short and fat!Posture on the other hand is within our control. In formal settings such as job interviews or classroom settings, it is essential that you maintain an erect posture to convey

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that you are attentive, since slouching or a relaxed posture conveys a relaxed attitude.

Physical Appearance- Our outward appearance, including the way we dress and the jewelry and make up we wear can convey impression of formality or informality. Going to a job interview dressed in a blue jeans or not sticking to a stipulated dress code at the workplace can convey that you are a rebel, non-conformist or a very casual person.Therefore it is important to take care of your appearance, so that you convey the right meaning to others.

2. Proxemics – Proxemics is derived from the work proximity or closeness and is the communication term for personal space and distance. The space and distance we choose to keep from people is also a part of non-verbal communication. Each of us has our own inner and outer circles, which differ for different people.Our innermost space circle is a “intimate space”, into which we generally admit only select people such as a family and close friends. Next comes “personal space” which might include other friends and colleagues or coworkers. The two spaces involve communication of an informal nature.

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Most of us also have a “social and public” space, which includes official or workplace relationships, where the communication is of a more formal nature.In a business context, it is more relevant to understand the concept of “fixed space” and “semi fixed” space.

Fixed space means that the physical features of the work environment such as furniture, room size and seating arrangement are permanent. This conveys an impression of formality. One the other hand, semi-fixed space means that certain elements of the environment can be changed – for example, the seating arrangement could be changed and this conveys an impression of informality.Sometimes, use of space at workplace can determine leadership positions. For example, seating at the head of the table conveys leadership and authority. A round table meeting however conveys the idea of equality, since no one can be seated at the head of the table! All points of a circle are the same. That is why when heads of state meet it is always a round table discussion, since all heads are equal.Space should therefore be used carefully in a work environment, so as to convey the right impressions.

Q3. Which types of listening would be required the most at the workplace? Explain with suitable examples.

Empathetic listening and therapeutic listening are most often required in a business context, when communicating with customers and employees.

Empathetic Listening: In this type of listening, we try to put ourselves in other person’s place and understand the models, beliefs, goals and feelings behind the speaker’s words. It requires excellent discrimination and paying attention to the nuances of emotional signals. It also requires a high degree of sensitivity and tactful probing on the part of the listener.

Empathetic listening is most often needed at the workplace,

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when dealing with customer complaints, employee feedback and problems. A manager doing a performance appraisal with an employee for example, should listen to the employee’s point of view and understand the real reasons for lack of performance.

Therapeutic Listening: In this type of listening, the listener goes beyond merely empathizing with the speaker and tries to help him to change or develop in some way. In other words, he plays the role of a therapist, by diagnosing the problem at hand and offering a remedy or solution. This type of listening is common in social situations, where family and personal problems are resolved through counseling.

It is also important in job situations, where managers try to solve the problems of employees. Taking the same example of a manager doing a performance appraisal, the manager should not only understand the employee’s problems, but should also “counsel” him by suggesting what measures he could take to improve his performance in future.

Other types of listening appropriate for different situations are:

Discriminative Listening: This is the most basic type of listening, whereby the difference between the sounds is identified. Unless the differences between the sounds are identified, the meaning expressed by such differences cannot be grasped.Once we learn to distinguish between sounds in our own language, we are able to do the same in other languages. One reason why people belonging to one country find it difficult to speak the language of another country is that they find the sounds similar and cannot understand the subtle differences.

Comprehension Listening: Once we have learnt to discriminate between different sounds, the next step is to try to comprehend the meaning of these sounds. In order to do this, we require a dictionary of words, along with the rules of grammar and syntax. Apart from the verbal communication, we also need to understand the meaning

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conveyed by the speaker’s nonverbal behavior. This can be achieved by closely observing various aspects of the speaker’s body language and tone of voice.

Evaluative Listening: This kind of listening involves making judgments about what the speaker is saying. We listen certainly and try to assess what is being said as good, bad, worthy or unworthy. We generally resort to this kind of listening when the other person is trying to persuade us, change our behavior or convictions. The tendency then is to question what the speaker is trying to say.

Apprehensive Listening: This kind of listening could be in the form of paying selective attention to certain kinds of information which might be relevant to us, or which helps to meet our needs and goals. The tendency is to appreciate such information better. Appreciative listening is also used when listening to good music, poetry or a powerful speech.

Dialogic Listening: This type of listening involves listening and learning through dialogue. This implies that listening is a two-way, rather than a one-way process. It involves interchange of ideas and information between the speaker and the listener. This type of listening is active listening, whereby the listener continuously seeks clarifications, gives feedback and engages in conversation with the speaker. Another name for this is relational listening, since a relationship is established through the exchange of ideas.

Effectively listening in the workplace is a form of non-verbal communication. Clichéd, as it may sound, silence speaks more than words. When you make a conscious decision to listen to somebody, you do it with full, undivided attention. Your complete attention and concentration, towards the speaker's subject, communicates your concern to the speaker. In this way, effectively listening in the workplace, serves as a non-verbal communication tool. Corporate organizations are demanding and challenging. Most of us cope up with the pressures, however, it is always a listening ear, that provides us with motivation, care and concern to carry on. Read more about employee motivation.

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Developing effective listening in the workplace through effective listening activities, is a way of fortifying emotional intelligence at work. This works with the logic of 'a friend in need, is a friend indeed'. If your employees can establish strong relations with each other, it's going to benefit your organization. Those of you, who think that your employees may conspire if they mingle too much, then let me tell you, boss, you are wrong!! Hearing out one another, working together, sharing load, being a helping hand and walking the extra mile, will go a long way in making your organization successful. Read more on emotional intelligence.

There are many factors to effective listening strategies. However, focusing with clarity is the important of all. I hope these effects of effective listening in the workplace and effective listening techniques, help you in building a reliable workforce.

Work days are longer, the pace of life is faster, and there's an endless contest for our attention. In an environment full of deadlines, cell phones, e-mail and other distractions, focusing long enough to listen to another human being can be a challenge.

But in a tight labor market, you can't afford to alienate the people you spent so much time and money to hire. Employees are more willing to share their ideas if they know you're really listening. Being a good listener not only helps boost morale but also helps you learn more about what motivates your staff and how you can get the best work from them.

Active listening prevents miscommunication, improves customer service and increases your effectiveness as a leader. "Bosses, in particular, find power in effective listening," says Jamie Martindale, a psychology professor with the ITT Tech Institute in Indianapolis. "You don't need to give in as much on projects, parameters, deadlines and so forth when employees feel you understand them."

The secret lies in using the Chinese characters that make up the verb "to listen": ears, eyes, undivided attention and heart.

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ExampleIndiana's Chief Deputy Building Commissioner Bill Franklin has a reputation for being an excellent listener. When the writer for this article contacted the building commissioner's department, she didn't have a contact name to request, only the description "a manager who implemented better listening skills." The receptionist immediately said, "You must mean Bill Franklin. He's the best listener I've ever worked with." Franklin started developing his listening skills when a manager from the elevator and amusement safety division came to his office at wit's end. He requested Franklin to facilitate a team within his division because "they just don't listen to me." To do this, Franklin decided to become a better listener himself. So he attended an eight-hour training course that emphasized reflective listening, and returned to his offices to set an example. The results show on several fronts. One noteworthy example: In 1999 after four years of absorbing an active listening culture, a division team was given 40 days to conduct a plan review. The employees accomplished the task in seven days. From Franklin's point of view, understanding employees' latent feelings means his staff now spends extra time working to understand the core issues before striving to solve problems. Once they are able to hear each other's positions, they can better formulate solutions that meet the needs of the team.

Q4. Imagine that you have to make a presentation on your MBA project to a group of your professors and industry experts. Prepare the following – a) A general statement of purpose b) A specific statement of purpose c) The key idea d) A brief audience analysis e) Delivery style.

Whatever planning tool an entrepreneur uses, it must as a minimum reflect the way in which entrepreneurs develop and exploit opportunities (effectual approach). This means that the planning process should build momentum towards launch and not bog it down in the details that are more important later in the enterprise development.

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Entrepreneurs want a planning tool that helps them create, conceptualize and clarify the idea for themselves firstly so that they can then passionately communicate it to key stakeholders. The planning should be less about controlling existing worlds and more about creating new ones. It needs to accommodate the entrepreneur's ambiguity, sixth-sense and hunches with a work towards goals and objectives at a much later time in the process. It must enhance the entrepreneur's win-win story. The plan should be directed to the critical factors of success and be strategic rather than operational in focus. It should be detailed on the things that matter (steps to launch & plans to sustainability) whilst applying a broad brush to most everything else. It must believe that recourses are more likely to follow a great team with an ordinary idea than a great idea with an ordinary team.

a) A general Statement of Purpose: I want to be research marketing and an academic for sales industry. I would like to specialize in formal methods and various steps. For these reasons, I would like to get a MBA in one of these fields. Formal Methods Research Experience: Because I want to get my MBA in formal verification, I have spent the last two years doing projects and research, and expanding my knowledge through seminars and book club meetings on this subject. I carried out this work under the supervision of Prof. Sudar Shrivastava, and as a member of his research team. As a result, I have extensive exposure to and hands-on experience in formal methods.

b) A specific Statement of the purpose: The main specific statement of the purpose behind this project report is to believe in myself and in what I thought is good for the company. I will take a pro-active approach with the initiative approach and play a leadership role in motivating people and executing the project to completion. A good manager is one who can figure out where the problem lies, deal with it effectively by involving all the members of the company and improve the overall culture of the company. The fact that I would be able to pull off this task alone has boosted my confidence in my abilities.

C) The Key Idea: it's difficult to start describing things in a structured, top-to-bottom, complete way from the beginning,

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unless it’s a small project or you are a genius. Picasso once said I begin with an idea and then it becomes something else. I will begin with explanation of general idea, business model, inspirational graphic concept, description of some behavior requirements, pages of website or interfaces of software product or even defining some domain-specific entities. The way in which it’s easier to start depends on the project and information available, or on the way of thinking of people engaged in the process. In any case the key idea is to begin moving in an easy way without creating huge, detailed things which are expected to be final from the beginning, but rather starting with any known elements and reshaping or changing them as the time goes, to finally get smooth, clear, structured, sufficient and up-to-date documentation.

d) A brief audience analysis: Evaluation of financial results might include a break-even analysis of each campaign. A market share analysis (before and after) would serve to document marketing success. Client satisfaction surveys will help in evaluating the quality of products and services. Input from associates, perhaps through an advisory board, could provide valuable insight to help improve quality and efficiency. Systems should be developed to monitor the success of the plan and determine if modifications are necessary. Such systems include methods of measuring and evaluating results and obtaining feedback from clients and employees. Too often marketing campaigns are blindly repeated year-after-year without any idea as to whether or not they have worked. Don't fall into that trap. A written analysis will help you to clarify your company's situation and develop appropriate strategies. A good method is a "S.W.O.T." analysis to identify your company's Strengths, Weaknesses, Opportunities and Threats. The SWOT method can be viewed as a matrix as shown below. Strengths and weaknesses are internal factors. Opportunities and threats are external factors. Obviously, we have more control over internal factors than external factors. Yet we must be aware of the external factors in order to develop effective strategies. A sample outline of a situational analysis for a tax preparation firm appears below. Strengths can usually be translated into opportunities. Opportunities to eliminate or counter weaknesses also exist. Weaknesses and threats can sometimes be turned into opportunities. Each item listed should be

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explained in writing for the benefit of all interested parties.

e) Delivery Style: An oral presentation consisting of 15-20 PowerPoints that details the new venture's business model - i.e the opportunity and the plans to exploite it. An entrepreneurial prospectus that provides the key details relating to the venture - including sections on preliminaries, the opportunity, the concept outline, the business model, an executive summary, launch action plans with an accompanying deal sheet if required. 20+ start-point worksheeets that analyise, clarify and inform the two presentations detailed above. These worksheets should follow the entrepreneurial development thinking being - Need - Idea - Opportunity - Business Concept - Business Model - Entrepreneurial Strategic Action Plan. These worksheets are only for internal use but will prove handy as external stakeholders probe for analysis and answers. (interrogate)

Q5. In your opinion, does the success of a meeting depend more on the chairperson or the participants? Justify your answer.

The task of conduction and moderating the meeting rests with the chairperson. He or she be well versed with the procedures for the opening the meeting, encouraging balanced participation, & solving problems creatively, concluding the meeting and managing time efficiently. We shall discuss in detail in below

1. Opening of the meeting: The manner in which meetings is opened is important, since a good opening will ensure that the rest of the meeting will proceed smoothly. There are different ways of opening a meeting. Generally, it is best sum up what has been stated in the agenda including goals, background information and expectation of the participants. It is also a good idea to provide an outline of how the meeting will proceed, as well as a time budget.Example – We will begin the meeting with a ten minute presentation by Pat on new office equipment, followed by fifteen minute presentation by Chris on office decoration. The last twenty minutes will be reserved for brainstorming among the group for creative ideas for the advertising

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campaign.2. Encouraging balance participation: It is also the

responsibility of the chairperson to encourage the silent members to contribute to the meeting and to moderate the dominate members; so that they do not hijack the meeting there are several techniques to encourage participation.

Encourage participation in the reverse order of seniority – This means getting the junior members to speak or air their opinions first. If the senior people speak first, they may feel suppressed or be afraid to disagree with their superiors.

Nominal Groups Technique – In this method, the meeting participants are encouraged to work and contribute their ideas independently. This method is more suitable fir decision making meetings involving important issues. Since the process is anonymous, there is less room for conflict and more freedom to air one’s ideas.

Encourage participation in turns - In this method, the chairperson goes around in turns, to make sure that each member contributes to the meeting. This is a good way to break the initial silence and start off a meeting:

Use overhead questions – These are questions that are addressed to the entire group and which may be answered by anyone in the group.

Use Direct Questions - These are questions that are addressed to individual members. The idea is to get quiet members to speak out. Direct questions should be used tactfully, since they tend to create a “classroom atmosphere”, which may be resented by the meeting participants.

Use Relay Questions – This is similar to an overhead question. When a member asks the chairperson a question, the chairperson refers it to the entire group, to encourage participation. This type of question is particularly useful when the chairperson does not want to give his own opinion and influence the group.

3. Managing Time: There is no prescribed length for a meeting. The duration of a meeting will depend on the type and purpose of the meeting. Problem solving meetings will take longer than other routine meetings. In any case, the chairperson should set a time budget for the

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meeting, depending on the agenda and ensure adherence to the time limit.

4. Keep the meeting focused: Often a lot of time’s wasted during meetings by going off the track & discussing topics that are irrelevant. In this situation, it is responsibility of the chairperson to make sure that the discussion remains focused on the topic mentioned in the agenda. Some techniques that could be used to do this are follows:

Remembering members of time constraints - When members dwell on a topic for too long, or engage in irrelevant discussions, the chairperson must intervene to remind members that time is running out and request them to proceed to the next item.

Summarizing & moving on – When an item on the agenda has been fully discussed but the discussion rambles on, the chairperson can quickly summarize the ideas, acknowledge the contributions and mention the next item to be discussed.

Postponing discussion of irrelevant ideas – Sometimes participants may waste time by coming up with ideas that are not relevant to the topic being discussed. In this case, the chairperson should be firm but polite, by appreciating the idea and promising to discuss it after the meeting.

5. Ensuring convergence: Convergence means hearing the points of the view of all the members and then arriving at decision. It is again the responsibility of the chairperson to bring the meeting to a point where an opinion emerges on each item of the agenda.

6. Summing up: This means summing up the different points of the view, the decisions and the actions to be taken. This should be done by the chairperson, identifying the role of each person on each item of the agenda, along with the specified deadline.

Concluding the meeting: The way a meeting is concluded is as important as the opening, since it will influence the follow-up action taken on decisions made during the meeting. The chairperson should know when and how to conclude the meeting by indicating the time limit, summarizing decisions & actions & acknowledging contribution.

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Keeping minutes of the meeting: - Since the meeting is called to take important decision concerning the organisation, it is important to keep the records of the proceedings.

The success of every meeting also depends on the co-operation and support the chairperson receives from the participants. The chairperson should thus be fully aware of people's attitudes to meetings. Meetings are an everyday occurrence at schools. The Chairperson is responsible for ensuring that meetings are run effectively and efficiently.

There is a meeting etiquette or code of conduct that needs to be followed by participants.

1. Be brief and to the point.2. Do not say something for the sake of it.3. Contribute to add value.4. Give credit where it is due.5. Keep an open mind to facilitate convergence.6. Do not interrupt.7. Always address the chairperson.8. Use tools and technology with care.

Q6. How do memos differ from other written communication channels? Give examples of two business situations that would require either an informational or a persuasive memo.

A memo is a document typically used for communication within a company. Memos can be as formal as a business letter and used to present a report. A memorandum or memo is a document or other communication that helps the memory by recording events or observations on a topic, such as may be used in a business office. It is also referred to as an “inter office memorandum”, since it is used primarily as a tool for communicating within the organization. The memo is essentially a condensed or a brief report that can be used to convey information and decisions, or to make short requests to co-workers, superiors and subordinates. It is relatively informal in style, compared to letters and long reports, and is unpretentious and concise.

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A memorandum may have any format, or it may have a format specific to an office or institution. In law specifically, a memorandum is a record of the terms of a transaction or contract, such as a policy memo, memorandum of understanding, memorandum of agreement, or memorandum of association. It usually short contains To, From, Date, Subject Headings and Message sections does not need to be signed, but sometimes has the sender s name at the bottom to be more friendly, or the sender s full name to be more formal. Alternative formats include memos, briefing notes, reports, letters or binders. They could be one page long or many. At its most basic level, a memorandum can be a handwritten note to one's supervisor.

Purpose of a Memo: Usually you write memos to inform readers of specific information. You might also write a memo to persuade others to take action, give feedback on an issue, or react to a situation. However, most memos communicate basic information, such as meeting times or due dates. While memos are a convenient channel to communicate, it is always necessary to determine if a meeting is more appropriate. For example, pretend your team needs to make a very important financial decision. A memo can ask for that information from team members and request a response by a specific date. By meeting with everyone, however, you not only get to hear final decisions but the rationale behind them. In fact, new ideas may stem from face-to-face discussions. By writing a memo in this scenario, you may never invent alternative ways of solving the problem. Before writing a memo, outline what your purpose is for doing so, and decide if the memo is the best communication channel.

Audience Analysis: The typical audience for a memo is your co-workers and colleagues. However, in the age of downsizing, outsourcing, and teleconferencing, you might also write memos to employees from other companies working on the project, or other departments within the company.

Knowing the audience is very important when writing a memo. For example, if the audience is generally familiar with you professionally and/or your role in the project, it is not necessary to provide a detailed background about the purpose. If they are

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new to the project, provide detailed background information so that they understand the situation and can provide constructive feedback if desired. It is helpful, however, to inform readers about the context. In other words, do not only write that a meeting will take place by listing the date and time. Inform why the meeting is occurring in the first place. Also, do not assume that your readers have contact information. Always include some way for them to get in touch with you and other members of the team working on the project.

When writing a memo, consider the audience's knowledge of the topic and previous experience, and draft your memo to take care of those needs.

Informational MemoAn informational memo is an in-house communication addressed to one or more individuals. Objective is to convey one or more pieces of information that relate specifically to the topic in the subject line. Besides the actual information, the scope of a memo must provide a reason for why the information contained in it is relevant to the reader. 

For example, an informational memo on swine flu to the staff of the NYC social services department.

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Persuasive Memo

For example to inform of the new memo format to be implemented in the department.

To: Mary McGee, Alistair Warwranka, George Lipton CC: Dorothy Barrie From: The Boss Date: June 1, 2010Re: Need for New Memo Format

I’ve noticed that we don’t seem to be able to communicate important changes, requirements and progress reports throughout the company as effectively as we should. I propose developing one consistent memo format, recognizable by all staff as the official means of communicating company directives.

While I know this seems like a simple solution, I believe it will cut down on needless e-mail, improve universal communication and allow the staff to save necessary information for later referral.

Please talk among yourselves to determine the proper points of memo writing and return the input to me by 12 noon. I will then send out a notice to the entire staff regarding the new memo format.

Thank you for your prompt attention to this.

The followings points have to be remembered regarding the language and style that is used in writing a memo:

Be concise : it is important to be brief and the point, so that the memos do not exceed the two pages in lengths. Make the sentences & paragraphs short limited each paragraph to five lines or less and use bullet points where ever possible. If you are giving reasons , numbers them, or

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put them in separate paragraphs with double line spacing, otherwise use single line spacing between lines

Use active not passive voice :- Use of personal pronoun & active voice is permitted in the memo, unlike a formal report where the passive voice should used for the sake of objectivity.

Use simple language :- the important of using simple English was emphasized. Use short, uncomplicated words and avoids trying to impress by using unnecessary jargon and technical terms.

Avoid giving too many reason :- Although it is important to provide a justification when you make request, or try to persuade someone to do something , do not overdo it.

Close with a call for action :- Do not leave the reader hanging. If wish to persuade him to accept your request or recommendation, you must say so clearly, using action words and indicating a time frame or limit. E.g.:- “I would like to discuss this in a person with you & get your approval before the end this week.” The two business situations that would require either an informational or a persuasive memo.

A Memo is for inner communication. You would send a memo to your work colleagues or fellow students/professors from the same school. A memorandum or memo is a document or other communication that aids the memory by recording events or observations on a topic, such as may be used in a business office. The plural form is either memoranda or memorandums. A memorandum may have any format, or it may have a format specific to an office or institution. In law specifically, a memorandum is a record of the terms of a transaction or contract, such as a policy memo, memorandum of understanding, memorandum of agreement, or memorandum of association. Alternative formats include memos, briefing notes, reports, letters or binders. They could be one page long or many. If the user is a cabinet minister or a senior executive, the format might be rigidly defined and limited to one or two pages. If the user is a colleague, the format is usually much more flexible. At its most basic level, a memorandum can be a handwritten note to one's supervisor. As the communication mechanism of the policy analysis

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process, the briefing note should provide a coherent synopsis of a policy problem, identify different policy options for addressing the problem, articulate opposing perspectives and advocate a recommended option. The typical structure for a briefing note includes: a description of the proposed policy; relevant background information; a discussion of key considerations (including implementation concerns, financial considerations, stakeholder impacts, and possible unanticipated consequences), a summary of arguments for and against the policy and a recommended decision. There is no universal standard for a briefing note, but it is generally understood to be a concise, coherent summary of a public policy problem with a clearly articulated logic for following a recommended course of action. ”Next to a political nose, and a logical brain, the most important skill of the good treasury [person] resides in [their] fine drafting hand. The concise, coherent and penetrating note is the final expression of all other talents.”

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MB0039– Business CommunicationAssignment Set- 2

Q1. What are some of the relative advantages and disadvantages of email, as compared to other written communication channels? Suggest two ways to overcome the disadvantages of email communication.

The abbreviated form of an Electronic mail is 'E-mail'. E-mail is a system of creating, sending and storing textual data in digital form over a network. Earlier, the e-mail system was based on Simple Mail Transfer Protocol (SMTP) mechanism, a protocol used in sending the e-mails from one server to another. Today's e-mail technology uses the store-and-forward model. In this model, the user sends and receives information on their own computer terminal. However, the computer is used only for connecting to the e-mail architecture. The creation, transmission and storage of e-mail takes place, only when the connection with this e-mail architecture is established.

E-mail is one of the many technological developments that has influenced our lives. It has changed the medium of communication. So, it becomes necessary for us to check out the benefits and harmful effects of this popular tool used on the Internet.

Advantages of Email: The benefits of e-mail are huge in number.

Easy to use: E-mail frees us from the tedious task of managing data of daily use. It helps us to manage our contacts, send mails quickly, maintain our mail history, store the required information, etc.

Speed: The e-mail is delivered instantly, anywhere across the globe. No other service matches the e-mail in terms of speed.

Easy to prioritize: Since the mails have subject lines, it is easy to prioritize them and ignore unwanted mails.

Reliable and secure: Constant efforts are being taken to improve the security in electronic mails. Thus making it one of the secured ways of communication.

Informal and conversational: The language used in e-mails is generally simple and thus makes the

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communication informal. Sending and receiving e-mails takes less time, so it can be used as a tool for interaction.

Easier for reference: When one needs to reply to a mail, there is a provision in the mailing system to attach the previous mails as references. This refreshes the recipient's knowledge, on what he is reading.

Automated e-mails: It is possible to send automated e-mails using special programs like the auto responders. The auto responders reply back to the sender with generalized pre-written text messages.

Environment friendly: Postal mails use paper as a medium to send letters. Electronic mail thus, saves a lot of trees from being axed. It also saves fuel needed in transportation.

Use of graphics: Colorful greeting cards and interesting pictures can be sent through e-mails. This adds value to the e-mail service.

Advertising tool: Many individuals and companies are using e-mails to advertise their products, services, etc.

Disadvantages of EmailThe e-mails, though beneficial in our day-to-day life, has got its own drawbacks that are off late coming to the fore.

Viruses: These are computer programs having the potential to harm a computer system. These programs copy themselves and further infect the computer. The recipient needs to scan the mails, as viruses are transmitted through them and have the potential to harm computer systems.

Spam: E-mails when used to send unsolicited messages and unwanted advertisements create nuisance and is termed as Spam. Checking and deleting these unwanted mails can unnecessarily consume a lot of time, and it has become necessary to block or filter the unwanted e-mails by means of spam filters. Spamming includes, sending hoax e-mails. E-mail spoofing is another common practice, used for spamming. Spoofing involves deceiving the recipient by altering the e-mail headers or the addresses from which the mail is sent.

Hacking: The act of breaking into computer security is termed as hacking. After the e-mail is sent and before it is

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received by the desired recipient, it "bounces" between servers located in different parts of the world. Hence, the e-mail can be hacked by a professional hacker.

Misinterpretation: One has to be careful while posting any kind of content through an e-mail. If typed in a hurry, the matter could be misinterpreted.

Lengthy mails: If the mail is too long and not properly presented the reader may lose interest in reading it.

Not suitable for business: Since the content posted via e-mails is considered informal, there is a chance of business documents going unnoticed. Thus, urgent transactions and especially those requiring signatures are not managed through e-mails.

Crowded inbox: Over a period of time, the e-mail inbox may get crowded with mails. It becomes difficult for the user to manage such a huge chunk of mails.

Need to check the inbox regularly: In order to be updated, one has to check his e-mail account regularly.

Every new technology enters the social world with its share of benefits and drawbacks. Different people interpret and utilize it in different ways. In order to make the most of the available technology, users should try to understand both, the positive and negative sides of the tool they use. No technology can be totally perfect!

Q.2 Imagine that you are the Marketing Manager of a multinational FMCG company. Write a job rejection letter to a prospective candidate in the appropriate format, explaining why he/she was not selected for a Management Trainee position with the company.

Though facing rejection is quite difficult, it is said that the person who has to send the news of rejection to the other individual has to face the highest dilemma. This is one of the reasons because of which many of the companies do not even bother to call or send a rejection letter to an applicant. However, this is quite unfair for the applicant who must be waiting to know the result of an interview, may be without even applying to other companies. Sometimes, with so many applications, it becomes a difficult task for the company to send

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a rejection letter to each and every applicant. However, doing such a deed does have many advantages. However, there are certain etiquette that have to be followed when writing a rejection letter to applicant after interview.

How to Write a Rejection Letter to a Job Applicant

One of the reasons that the company should send a rejection letter to an applicant is to build a relationship with that person. For instance, if you do not write a rejection letter or write a bad one, you are likely to develop hatred in the mind of that person towards you and your company. Due to this, they may not think favorably of your company and sometimes, may express hatred openly to other people. This will affect you and your company's reputation as a potential employer. Now as you know how important it is to write a rejection letter, here are some of the guidelines that you can follow to write rejection letters to applicants. The employee rejection letter to applicant should be short and to the point. It is important to notify the applicant clearly, but politely, that he has not qualified for the position that he had applied for.

Though companies have to write a lot of rejection letters, it would be great if you can personalize each of the letter. For instance, you can use the person's name rather than using the term, 'dear applicant' as well as mention the position that was applied.

There are many companies who just for not sounding too rude, give false hopes to apply for the same position in the future. However, this can be taken seriously by the candidate and can cause legal problems. You should suggest such a thing only if you are sure that the applicant would be able to fit in your organization well. If not, such a thing should not be mentioned.

One must never mention the name of the person who has been hired for the position in the rejection letter to applicant. This can cause legal problems for the company.

The rejection letter should be sent soon after you have made the decision. However, there are people who say that it should not be done too quickly because the candidate may think that his case was not given adequate consideration.

 

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21st August 2010

Ms. Sneha10, Bali RosdMumbai -60 

Dear Ms. Sneha

Thank you for the opportunity to meet with you and discuss your qualifications for the position of Management Trainee.

While we were impressed with your background and

experience, and after reviewing the applications received by

the deadline, yours was not selected for further consideration.

The selection committee appreciates the time you invested in

your application. We encourage you to apply for posted and

advertised positions in our company, for which you qualify, in

the future.

You have our best wishes for success in locating the career opportunity you deserve.  We will retain your resume in our files to review for future openings for up to six months.  In the event of an appropriate available position, we will not hesitate to contact you.

We appreciate your interest and the time you have invested in interviewing with any company.

Very truly yours,

(Bushra Mohammed)

Human Resources

Q.3 Select and briefly describe two corporate ads that you have seen recently which you feel are effective. Explain how they benefit the company.

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Corporate advertising is a promotional strategy that is designed to not only interest consumers in products and services offered by the company, but also to cultivate a positive reputation among consumers and others within the business world. The focus of corporate advertising is on the company itself, with the attention to the products produced by the corporation being a byproduct of the advertising effort. This type of corporate marketing is often employed along with advertising campaigns that are directly focused on the goods and services produced by the company. The main function of corporate advertising is to generate and enhance a sense of confidence and appeal among vendors and consumers. Depending on the exact nature of the corporate marketing approach, the advertising may also be developed with an eye of enhancing the reputation of the company among its peers in a community or within a given sector of the marketplace. In any application, the idea is to build the most agreeable public image for the corporation as possible.

It is not unusual for a company to engage in corporate advertising as a means of dealing with some incident or factor that has damaged the reputation of the company. Factors may include unsubstantiated claims made about the business practices of the company, or some aspect of the quality of the products produced by the corporation. Corporate advertising campaigns may also help to restore consumer confidence when a takeover or merger involving the company takes place. From this perspective, a well-crafted corporate advertising campaign is a powerful tool for use in damage control situations, and may be capable or restoring confidence after the public perception of the business has been tarnished in some manner.

While corporate advertising does include some mention of company products, the object of this type of advertising is not directly aimed at generating sales. Instead, corporate ads focus on the strength and reliability of the company as a whole, the integrity that the business employs in all its business relationships, and how the company seeks to better the circumstances of the geographic locations where it operates. As part of this process, it is not unusual for one or more of the leading products to be mentioned, but there is usually no mention of pricing or upcoming discounts of products found

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within corporate advertising campaigns. Those are left to product advertising efforts that focus specifically on the goods produced for sale.

COCA-COLA ADD SPOTED AT THE AIRPORT

Above is a Coca-Cola add spotted at the Kuwait Airport. In Middle East aerated drink or soft-drinks are very popular among people of all age categories due to the instant refreshment they provide during the scorching summer.

A global leader in the beverage industry, the Coca-Cola company offers hundreds of brands, including soft drinks, fruit juices, sports drinks and others. The Company's global strategy during the 1980s continued to bring consumers on every continent refreshing product for every occasion and every lifestyle. In 1982, soft-drink history was made with the introduction of Diet Coke®, the first extension of the trademarks Coca-Cola and Coke, and the most successful new soft drink since Coca-Cola itself. Within two years, Diet Coke had become the top low-calorie soft drink in the world.

In the new life style, where people are addicted to junk food and soft-drinks but are worried about their health and physique, this has come as a solace.

This add targets all age groups including teenagers who are so concerned about their appearance, corporate people who often

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get addicted to soft drinks and aged people who are worried about cutting down their caffeine intake but cannot give up the intake of soft-drinks completely.

The simplicity of this add easily captures the interest of the people of all age category with just simple statement “100% Coca-Cola” and “0% Caffeine”, as its short and easy to understand the message, which in turn encourages the increased intake as people can stop worrying about the side effects of excess use of caffeine and as a chain reaction increases the sales.

It also helps to boost the image of the company as one of the companies socially responsible for all divisions of the society and inventing products keeping in mind the dietary or health aspect of their consumers.

This short and sweet add helps to boost the business monetarily as well as morally.

Fair & Lovely add spotted on TV screens

Fair & Lovely, the largest selling skin whitening cream in the

world, is clearly doing well. First launched in India in 1975, Fair

& Lovely held a commanding 50-70% share of the skin

whitening market in India in 2006, a market that is valued at

over $200M and growing at 10-15% per annum (Marketing

Practice, 2006). Fair & Lovely was the second-fastest growing

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brand in HLL’s portfolio of 63 brands, with a growth rate of

21.5% per year (HLL, 2002). Its two closest rival competitors,

both produced by local Indian firms, CavinKare’s brand Fairever

and Godrej’s FairGlow, only have a combined market share of

16%. Claiming to possess a customer base of 27 million Indian

customers who use its product regularly, Fair & Lovely has

successfully launched new product formulations from lotions to

gels and soaps. Fair & Lovely is marketed by Unilever in 40

countries in Asia, Africa and the Middle East, with India being

the largest single market. Fair & Lovely is certainly doing well

financially.

In the new world, fairness and glow of your skin has become so

important to the appearance of girls in all aspects of your life,

whether it be for the socially accepted myth of beauty as “ fair

& beautiful” , a Job or even to the life at personal level for

marriage.

In the Indian society, where girl’s beauty is measured in her

skin fairness, “Fair & Lovely” has become the prayers answered

for many girls. This particular add shows, where a poojari and

his daughter end up at the wrong address for the “Pooja”, the

address turns out to be a modern beauty company and as the

father and daughter start walking away realizing they have

arrived the wrong address the receptionist at the front desk

comments on the girls beauty who is dark. Further it’s shown

how the father in anger explores the Vedic books and uses the

ayurvedic mix in fair & lovely to make his daughter fair &

beautiful. With the quickly achieved fair & glowing skin reaches

the modern beauty company once again and she gets spotted

in front of the receptionist and she is selected as the future

face of the beauty company. And the quick transition shown

from the darker to fairer skin really grabs attention of girls as

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well woman who are keen on getting fairer skin.

The incident shown in the add being a personal experience for

many dark skinned girl at various occasions and in different

situations they tend to easily fall for it and go for the cream

what so ever and the usage believed to give the desired result

increases the sales in many folds.

Increases the hopes of girls who have experienced such

incidents and tends to boost the confidence leading more and

more people to establish trust in the company and to trust the

product manufactured and marketed by this company.

Q4. List and explain five important principles of business report writing.

A business report may be defined as, “an orderly and objectivepresentation of information that helps in decision making and problem solving.”

The word “report” is derived from the Latin ‘reportare’ which means to carry back. A report, therefore, is a description of an event carried back to someone who was not present on the scene. Thus in a broad sense, may memorandums, letters and items are report.

Purpose of a ReportReport is primarily a source of information to the management or an individual to help in decision-making. Its purpose can be—1) To give information about a company’s activities, progress, plans and problems.2) To record events for future reference in decision making.3) To recommend specific action.4) To justify and persuade readers about the need for action in controversial situations.5) To present facts to the management to help decide the direction the business should choose.

Principles of business report writingReport may be classified based on several criteria, including

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their use(progress reports and financial report), purpose (informational, analytical and persuasive report), and frequency of preparation, length (short and long reports) and whether they are internal to the business, or are used outside the business.

i.Communication :-As already given stated, every report Is meant for communicating information to a person or group of persons. If a report is not communicated to the person for whom it’s intended.ii.Accuracy:-The information given in report should be accurate and reliable. Wherever necessary the report should be supported by adequate factual data. It should be remembered that the method employed for data collection significantly influences the degree of accuracy.iii.Language :-The language used in the report should be understandable to the people for whom it is intended. Simple language should be used as far as possible. It should not include unnecessary technical terms and phrases which may not be understood by theusers of the report.iv.Routine Nature :-Report, particularly routine report, should be prepared in a routine manner. It would facilitate the reader tounderstand the nature of the report without looking into the detailed contents. In this context formal reports are useful.v.Recommendations :-If recommendations are to be made, they should be given at the end of the report under the heading of suggestions or recommendations. It is needless to mention that the recommendations should be based on what has been studied, analyzed or scrutinized. Normally, management takes decisions on the basis of such recommendations given in the report.

Seven core elements of effective business copywriting1. Strategic - Online content has to connect to your business goals and brand. Hire writers that understand marketing strategy, and how to deliver copy that integrates across web, search, social and public relations strategies.2. Brand Centric - Your brand is a sum of experiences and perceptions. Words, images and actions define your brand everyday, and with inbound marketing, your website and content may often serve as the first (and possibly only)

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opportunity to make an impression. Business copywriting must convey core brand messages, tell your organization’s story and create positive perceptions that motivate action.3. Buyer Persona Focused - Great copywriting makes personal connections with readers. Copy needs to speak directly to buyer personas, address their pain points and bring value. Therefore, your copywriters — whether internal or outsourced — must have a clear understanding of your organization’s target audiences, and know how to engage them.4. Optimized for Search Engines - Online content must be crafted for visitors, but optimized for search engines. Ideally, business copywriters will have core SEO knowledge and capabilities.5. Technically Sound - Technically sound copy is concise and powerful. It uses proper grammar and is written at the appropriate reading level. It is also consistent in person, voice, tone and format. Copywriters need strong technical writing skills, and the ability to apply these skills whatever the task, medium or subject matter.6. Creative - Never underestimate the value of quality creative writing. While many of the other elements we’ve discussed can be learned, business-savvy creative writers are in high demand and scarce supply, and can be an invaluable asset to your organization.7. Results Driven - Copywriting needs to be tied to your organization’s objectives, and should play a key role in delivering results (e.g. generating leads, educating key audiences, positioning as an industry leader, etc.).Copywriters should be invested in tracking the content’s success through metrics such as: page views, content downloads that leads and social media reach. This enables future content to be strategized based on past performance, and can encourage the incorporation of new ideas and topics, to drive traffic and capture audience

Q.5 As a recent MBA graduate from Sikkim Manipal University, write your resume with a specific career objective, including all the other standard components.

RESUME

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Bushra Mohammed E-mail : mk.bushra@gmail.com Tel : +965-99919936

Personal Information

Date of Birth : 07th Nov 1985Place of Birth : KuwaitNationality : IndianMarital Status : SingleLanguages Known: English, Arabic, Hindi & Malayalam

Career Objective

A challenging, growth oriented and dynamic career as an Assistant Show Room Manager in a reputed organization like yours to enhance my skills and strength in conjunction with organizational goals and objectives.

Educational Qualification

Completed MBA in Retail Operations from Sikkim Manipal University in April 2010.

Completed Bachelor’s in Information Technology (BScIT) from Sikkim Manipal University in April 2007.

Completed Higher Secondary school examination from United Indian School Kuwait in March 2003 In Subjects- Biology, Physics, Chemistry, English and Mathematics.

Completed Secondary school examination from United Indian School Kuwait in March 2001.

Vocational Qualification

MICROSOFT OFFICE PACAKAGES (Microsoft Word, Excel & PowerPoint) from IPC TRAINING CENTER, KUWAIT.

Trained in MRO & SAP software packages. Additional Skills

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Good Presentation & communication skills in Arabic & English.

Quick Learner.

Declaration

I affirm that the information in this application is true and

correct. I also fully understand that at any stage it is discovered

that any attempt has been made by me to willfully conceal or

misrepresent the facts, my candidature may be summarily

rejected and my employment terminated.

Date: 22/08/2010

(Bushra. M)

Q6. Prepare a list of ten questions to ask during a job interview, in order to make the interview a two way process and to show that you are interested in the company and the job you are applying for.

There can be following questions to ask during an interview to make it more interactive:-

What are things your organization has done recently to show how it values its employees?

What do you most enjoy about your work with this organization / company / agency?

What are the various ways employees communicate with one another to carry out their work?

What are some of the skills and abilities necessary for someone to succeed in this job?

What is the company's policy on providing seminars, workshops, and training so employees can keep up their skills or acquire new ones?

What kind of work can I expect to be doing the first year? What is the typical work week? Is overtime expected? What are the prospects for growth and advancement? When can I expect to hear from you? Are there any other questions I can answer for you?

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What are the career paths in this department?

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