Business Communication

Basic parts of speech

Rules of grammar
Glenn Legett “Grammar is the systematic description of
the ways language work”
Grammar refers to the generally acceptable rules
underlying the use of language.
Save the language from vague, ambiguous
Sentence- How words are arranged to make a sentence?
Declarative Sentence E.g. Management is the art of getting
things done through others
Interrogative sentence e.g. What is the role of management
in the present changing environment?
Imperative sentence e.g. Try to do things in excellent way
Exclamatory sentence e.g. How good the product are
Noun
Name of the any person, place, thing or concept
Person- Rishabh, worker, author…
Place- Amritsar, Chandigarh
Objects- Chair, book, goods
Concepts- Accounting, Production etc
Singular(Management is an art) & Plural (There is a
conflict between him and management)
Person – He is the person to see.
Person – John started to run.
Person – Plato was an influential Greek philosopher.
Person – Sharon admires her grandfather.
Person – My mother looks a lot like my grandmother,
and I look very much like them.
Animal – The dog barked at the cat.
Animal – Elephants never forget.
Place – The restaurant is open.
Place – Let’s go to the beach.
Thing – Throw the ball.
Thing – Please close the door and lock it.
Idea – Follow the rules.
Common Noun: You broke my favorite mug.
Proper Noun: I can’t believe you broke
my Snoopy mug.
 Pronoun
 The pronoun is used for taking the place of one or more nouns for the
purpose of avoiding the needless repetition of that particular noun
 E.g. The directors constituted meeting at Head office on Jan 12 for
discussing the matter related with misbehavior of Mr. Naresh. They
came to the conclusion that he was guilty of misbehavior and decided
to suspend him.
 Without pronouns, we’d have to keep on repeating nouns, and that
would make our speech and writing repetitive, not to mention
cumbersome. Most pronouns are very short words. Examples include:
 He
 She
 They
 It
 We
 Who
 Examples:-
We are going on vacation.
Don’t tell me that you can’t go with us.
Anybody who says it won’t be fun has no
clue what they are talking about.
These are terribly steep stairs.
We ran into each other at the mall.
I’m not sure which is worse: rain or snow.
It is one of the nicest Italian restaurants in town.
Richard stared at himself in the mirror.
The laundry isn’t going to do itself.
Someone spilled orange juice all over the countertop!
Verb
 The verb signals an action, an occurrence, or a state of being.
Whether mental, physical, or mechanical, verbs always express
activity.
 Verb is a word that makes a statement about something by
expressing an action or state of being
 E.g. The chairman presented the annual report to shareholders
 Let’s run to the corner and back.
 I hear the train coming.
 Call me when you’re finished with class.
 Mental Verb
 I know the answer.
 She recognized me from across the room.
Adjective
 The simplest definition of an adjective is that it is a word
that describes or clarifies a noun. Adjectives describe nouns
by giving some information about an object’s size, shape,
age, color, origin or material.
 Adjectives are words that describe or modify other words,
making your writing and speaking much more specific, and
a whole lot more interesting.
 Adjectives are used to modify nouns and pronouns by
describing some qualitative features
 Words like small, blue, and sharp are descriptive, and they
are all examples of adjectives. Because adjectives are used
to identify or quantify individual people and unique things,
Example
They live in a big, beautiful house
Since it’s a hot day, Jack is wearing a sleeveless t-
shirt
The mountaintops are covered in sparkling snow
On her birthday, Brenda received an antique vase
filled with fragrant
She wore a beautiful dress.
Ben is an adorable baby.
Adverb
An adverb is a word that is used to change or qualify
the meaning of an adjective,
Adverb give additional information
E.g. Always smile while selling
Please execute the order quickly
They performed their duty very honestly
 Preposition
Preposition always appear before noun
Prepositions can have different functions
They indicate position, time, place, purpose, direction,
movement, means, source, manner
E.g. at, on, about, from, to, like, from etc
I prefer to read in the library.
He climbed up the ladder to get into the room.
Please sign your name on the dotted line after you read
the contract.
Go down the stairs and through the door.
He swam across the pool.
Take your brother with you.
Article
The word “a”, “an”, “the” are called articles
Always come before noun and help to identify the
person, place or thing
E.g. A car was purchased by the company
A meeting of sales staff was held in the office
We saw an object lying in the store
He is an honest officer
 Idioms
 An expression that cannot be understood from the meanings of its
separate words but that has a separate meaning of its own
 An expression whose meanings cannot be inferred from the meanings
of the words that make it up
 a group of words whose meaning cannot be predicted from the
meanings of the constituent words
 E.g. Raining like cats and dogs
 Jump the gun - would mean to be doing something early
 If something occurs rarely, it is said to happen “once in a blue moon”
 Kill two birds with one stoneThis idiom means, to accomplish two
different things at the same time.
 Don't count your chickens before the eggs have hatched:-This idiom
is used to express "Don't make plans for something that might not
happen".
 A hot potato:- Speak of an issue (mostly current) which many
people are talking about and which is usually disputed
 Actions speak louder than words:- People's intentions can be
judged better by what they do than what they say.
 Add insult to injury:-To further a loss with mockery or indignity;
to worsen an unfavorable situation.
 Ball is in your court:-It is up to you to make the next decision or
step
 Beat around the bush:-Avoiding the main topic. Not speaking
directly about the issue.
 Blessing in disguise:-Something good that isn't recognized at first.
 Burn the midnight oil:-To work late into the night’
 Can't judge a book by its cover:-Cannot judge something
primarily on appearance.
 Don't put all your eggs in one basket:-Do not put all your
resources in one possibility.
 One word substitution
 Herbivorous:-A grass eating animal
 Heritage-what is got from ancestors
 Germicide-A medicine that kills germs
 Gullible-One who is easily deceived
 Heterogeneous-Things of different nature
 Homicide:-Murder of a human being
 Homogeneous:-Thing of same nature.
 Horizon:-The point where the earth and sky seem to meet.
 Hospitable:-Fond of entertaining guests.
 Hypocrite:-One who pretends to be what he is not
 Hypothesis:-A tentative assumption
 ImitableWhich can be imitated.
 Immigrant:-One who lives in a foreign country
Tenses
Introduction, uses of present, past and future tense
The concept of tense in English is a method that we
use to refer to time - past, present and future.
A tense is a form taken by a verb to show the time of
an action.
Present tense: The verb shows action that happens
regularly.
Past tense: The verb shows action that happened.
example: I wrote a story about animals.
Future tense: The verb shows action that will happen.
Time expresses:
Past - before now
Present - now, or any time that includes now
Future - after now
Use of prepositions conjunctions
Prepositions
There are approximately 80 to 100 prepositions in the
English language.
Prepositions are words that introduce information to
the reader.
This information can include where something takes
place (such as 'at' the store), when or why something
takes place (such as 'before' dinner)
Here are some examples of prepositional phrases:
'under' the desk
'during' the lecture
'across' the yard
'after' lunch
'behind' the tree
My mom laughed.
My mom laughed 'at the joke'.
I put an egg on the kitchen table.
The paper is on my desk.
I will meet you at 12 p.m.
There is a party at the club house.
The new semester will start in March.
Excercise
Choose a correct preposition in the sentence.

1)I want to lose 5 kilogram (on, at, in) one

month.
2)Could you get me this pants (on, at, in) a
larger size?
3)She seems to be interested (on, at, in)
Psychology.
4)I will come to pick you up (on, at, in) 2 pm
tomorrow.
5)This class will be held (on, at, in) Mondays.
Examples
The sun is above the clouds.
 It's dangerous to run across the road.
I'll phone you after lunch.
The bank is beside the cinema.
 I bought this book for you.
On the way to the station.
She walked up the stairs.
Use of interjections
An interjection is a part of speech that shows the
emotion or feeling of the author.
Congratulations, you won the match.
Hello! How are you?
Good! Now we can move on to the next lesson.
Yahoo! I got my Christmas bonus!
Oh! They’re here!
Hooray! I got the job!
Oh, really? I never thought he’s that kind of guy.
Use of punctuations
 Punctuation is the system of
signs or symbols given to a
reader to show how a
sentence is constructed and
how it should be read.
 Punctuation shows how the
sentence should be read and
makes the meaning clear.

 (COMMA)The boy, who

knew that his mother was
about to arrive, ran quickly
towards the opening door.
 Full stop- A full stop should always be used to end a sentence. The full
stop indicates that a point has been made and that you are about to move on
to further explanations or a related point.
 An exclamation mark indicates strong feeling within a sentence, such as
fear, anger or love.
“Stop! Police!”
 The question mark simply indicates that a sentence is asking a question. It
always comes at the end of a sentence:
Are we at the end?
 As a general rule, the semi-colon is used in the following ways:
When joining two connected sentences.
We set out at dawn; the weather looked promising.
 Colon (:)
The colon within a sentence makes a very pointed pause between two
phrases. There are two main uses of the colon:
It is most commonly used when listing.
She placed the following items into the trolley: beer, fruit, vegetables, toilet
rolls, cereals and cartons of milk.
 Apostrophe
The apostrophe, sometimes called an inverted comma has two
main uses.
The apostrophe indicates possession or ownership.
For example:
The girl's hat was green, (girl is in the singular).
This shows the reader that the hat belongs to the girl.
 Another use of the apostrophe is to indicate where a letter is
omitted:
For example:
We're going to do this course. (We are going to do this course.)
Isn’t this a fine example of punctuation? (Is not this a fine
example of punctuation?)
The time is now 7 o’ clock. (The time is now 7 of the clock)
 Quotation or Speech Marks (“….”)
Quotation or speech marks are used to: To mark out speech
My grandpa said, "Share your chocolates with your friends.“

 Hyphen (-)
The hyphen is used to link words together.
For example:
sub-part
eighteenth-century people
week-end
 Sentences
 Simple, compound and complex formation
 A sentence is a group of words that forms a complete thought.
 Simple Sentence
1. Joe waited for the train.
"Joe" = subject, "waited" = verb
2. The train was late.
"The train" = subject, "was" = verb
3 Mary and Kristen took the bus.
"Mary and Kristen" = compound subject, "took" = verb
4 I looked for Mary and Kristen at the bus station.
"I" = subject, "looked" = verb
5 Mary and Kristen arrived at the bus station early but waited until noon for
the bus.
"Mary and Kristen" = compound subject, "arrived" and "waited" =
compound verb
 Compound Sentence
 A compound sentence refers to a sentence made up of two independent clauses (or
complete sentences) connected to one another
 For
 And
 Nor
 But
 Or
 Yet
 So
 Joe waited for the train, but the train was late.

 I looked for Mary and Kristen at the bus station, but they arrived at the station before
noon and left on the bus before I arrived.

 Mary and Kristen arrived at the bus station before noon, and they left on the bus before I
arrived.

 Mary and Kristen left on the bus before I arrived, so I did not see them at the bus station.
Complex Sentence
A complex sentence is made up of an independent
clause and one or more dependent clauses connected
to it. A dependent clause is similar to an independent
clause, or complete sentence, but it lacks one of the
elements that would make it a complete sentence.
Examples
because Mary and Kristen arrived at the bus station
before noon
while he waited at the train station
after they left on the bus
 after After
 although
 as
The dependent clauses can go first in the
 because sentence, followed by the independent
 before clause, as in the following:
 even though
Because Mary and Kristen arrived at the
 if
 since bus station before noon, I did not see them
 though at the station.
 unless While he waited at the train station, Joe
 until
 when
realized that the train was late.
 whenever After they left on the bus, Mary and Kristen
 whereas
realized that Joe was waiting at the train
 wherever
 while
station.
Conversely, the independent clauses can go first in the
sentence, followed by the dependent clause, as in the
following:
I did not see them at the station because Mary and
Kristen arrived at the bus station before noon.
Joe realized that the train was late while he waited at
the train station.
Mary and Kristen realized that Joe was waiting at the
train station after they left on the bus.
Transformation of sentence: active and
passive
Active Form-
In most English sentences with an action verb, the
subject performs the action denoted by the verb.

In active sentences, the thing doing the action is the

subject of the sentence and the thing receiving the
action is the object. Most sentences are active.
Passive Form
In passive sentences, the thing receiving the action is
the subject of the sentence and the thing doing the
action is optionally included near the end of the
sentence.
Affirmative Sentences
Relating to a statement
that shows agreement
or says "yes“.
Giving assent or approval;
confirming:
 Positive; optimistic
Affirmative sentence is a
traditional term for any
statement that is positive,
not negative.
 1. My sister lives with my parents.
 2. I know the answer.
 3. I want to leave now.
 4. My mother works at a bank.
 5. Supriya sings really well.
 6. Martin gets along with his brother-in-law.
 7. The boy killed the spider with his shoe.
 8. She recognized him at once.
 9. He apologized for his conduct.
 10. She threw a tantrum when she was told that she
wouldn’t be able to go.
 Sentence transformation: affirmative to negative
In the simple present tense, we make negative forms by
putting‘not’ after ‘do’ or ‘does’.
Note that ‘do’ is used when the subject is a plural noun or
pronoun. The first person pronoun ‘I’ also takes the verb
‘do’. ‘Does’ is used when the subject is a singular noun or
pronoun.
In the simple past tense, we make negatives by
putting ‘did not’before the base form of the verb.
 1. My sister lives with my
1. My sister does not live with my
parents. parents.
 2. I know the answer. 2. I do not know the answer.
 3. I want to leave now. 3. I do not want to leave now.
 4. My mother works at a bank. 4. My mother does not work at a
bank.
 5. Supriya sings really well.
5. Supriya does not sing very well.
 6. Martin gets along with his 6. Martin does not get along with
brother-in-law. his brother-in-law.
 7. The boy killed the spider 7. The boy did not kill the spider
with his shoe. with his shoe.
 8. She recognized him at once. 8. She did not recognize him at
 9. He apologized for his once.
9. He did not apologize for his
conduct.
conduct.
 10. She threw a tantrum when
10. She did not throw a tantrum
she was told that she wouldn’t when she was told that she
be able to go. wouldn’t be able to go.
 1. Shyam passed the test. 1. Shyam did not pass the test.
 2. He gave me a glass of milk.
2. He did not give me a glass of milk.
 3. The contractor finished the work in
3. The contractor did not finish the work in
one day. one day.
 4. He goes to office at 9 o’clock. 4. He does not go to office at 9 o’clock.
 5. She speaks English fluently. 5. She does not speak English fluently.
 6. They arrived in the morning.
 7. He calls his mother every day.
6. They did not arrive in the morning.
7. He does not call his mother every day.
 8. My father reads a lot.
8. My father does not read much.
 9. She knows how to knit.
 10. He dared to challenge me. 9. She does not know how to knit.
 11. They have promised to pay higher 10. He did not dare to challenge me.
wages. 11. They have not promised to pay higher
wages.
 12. My mother and grandmother go to
12. My mother and grandmother do not
the temple every day. go to the temple every day.
 13. My friend writes short stories. 13. My friend does not write short stories.
 14. He looked at the pictures on the 14. He did not look at the pictures on the
wall. wall.
 15. Her performance in that movie won 15. Her performance in that movie did not
her many awards. win her any awards.
interrogative and assertive
An interrogative sentence is one which asks a question. A
question mark [ ? ] is used to close such a sentence.
When a question is asked for the sake of obtaining
admission or denial
Did you take your vitamin this morning?
Do you have your homework ready?
Are you ready to go?
Did you go to the game Friday night?

For each of the above questions, the answer will be either a

yes or no answer.
Examples of alternative interrogative sentences:
Would you prefer chocolate or vanilla ice cream?
Should I call or email you?
Do you want coffee, tea, or soda?
Examples of wh-interrogative sentences:
What are you doing?
Where do you live?
Who is playing in the Super Bowl?
What is the meaning of this?
Which songs do you like best?
Tag questions
You live in the city, don’t you?
We need to get going now, don’t we?
There’s a game on today, isn’t there?
You’re coming to the party, aren’t you?
Assertive
An assertive sentence is a sentence that states a fact.
Such sentences are simple statements. They state,
assert, or declare something. Examples: Jan is a student.
Examples :
Parrot is a beautiful bird.
Mohan planned a tour.
The Ganges is a holy river.
Ganguli is a fine batsman.
Gandhiji is the father of our nation.
India became free in 1947.
Change assertive sentences into interrogative
It was a great sight.
1. Was it a great sight? OR
2. No one can tolerate Was it not a great sight?
this. 2. Can anyone tolerate
3. There is nothing this?
particularly impressive 3. Is there anything
about this picture. particularly impressive about
4. No one worships the this picture?
setting sun. 4. Does anyone worship
5. Ramesh could hear the setting sun?
his watch ticking in his 5. Could Ramesh hear his
pocket. watch ticking in his pocket?
6. It is useless to cry 6. Is it useless to cry over
over spilt milk. spilt milk? OR Is it not useless
to cry over spilt milk?
 Degree of comparison
Comparison of Adjective
Adjective is a word and it qualifies a noun. It gives more
information about the noun.
eg. The lion is a strong animal. Rita is a beautiful girl.

Adjectives are of three degrees. (1) Positive (2)

Comparative (3) Superlative
Positive Degree of comparison
The Positive Degree of an adjective in comparison is
the adjective in its simple form. It is used to denote the
mere existence of some quality of what we speak
about. It is used when no comparison is made.
It is a tall building.
Apple is sweet to taste.
Comparative Degree
The Comparative Degree denotes the existence of a
higher degree of the quality than the positive. It is
used when two things (or two sets of things) are
compared.

This building is taller than any other building.

Apple is sweeter than pear.
Superlative Degree
The Superlative Degree denotes the existence of the
highest degree of the quality. It is used when more than
two things are compared.
This is the tallest building.
Apple is the sweetest fruit.
Johnsy is kind (Positive Degree)
Johnsy is kinder than Rosy (Comparative Degree)
Johnsy is the kindest of all (Superlative Degree)
List of Degree of Comparison
Conversation
A talk between two or more people in which
thoughts, feelings, and ideas are expressed,
questions are asked and answered, or newsand
information is exchanged:
 Direct and indirect Speech
You can answer the question What did he say? in two ways:
by repeating the words spoken (direct speech)
by reporting the words spoken (indirect or reported speech).
DIRECT SPEECH
Direct speech repeats, or quotes, the exact words spoken.
When we use direct speech in writing, we place the words
spoken between quotation marks (" ") and there is no change
in these words.
We may be reporting something that's being said NOW (for
example a telephone conversation), or telling someone later
about a previous conversation.
Direct Speech
EXAMPLES
She says, "What time will you be home?"
She said, "What time will you be home?" and I said, "I
don't know! "
"There's a fly in my soup!" screamed Simone.
John said, "There's an elephant outside the window."
INDIRECT SPEECH

Reported or indirect speech is usually used to talk

about the past, so we normally change the tense of the
words spoken. We use reporting verbs like 'say', 'tell',
'ask', and we may use the word 'that' to introduce the
reported words. Inverted commas are not used.
She said, "I saw him." (direct speech) = She said that
she had seen him. (indirect speech)
Suppose your friend whose name is John tells you in
school, “I will give you a pen”. You come to home and
you want to tell your brother what your friend told
you. There are two ways to tell him.

Direct speech: John said, “I will give you a pen”.

Indirect Speech: John said that he would give me a
pen.
Homonyms, antonyms and synonyms.
Antonyms are words that mean the opposite of each
other.
Synonyms are words that have the same meaning or
almost the same.
Homonyms are words that sound the same, and are
sometimes spelled the same, but have different
meanings.
Homonyms
Birth - Berth
Base - Bass
Affect - Effect
Aloud - Allowed
Byte - Bite
Cell - Sell
Fair - Fare
Grease - Greece
Role - Roll
Antonyms
 Cautious – Careless
 Achieve – Fail
 Complex – Simple
 Idle – Active
 Compliment –
 Afraid – Confident
Insult
 Ancient – Modern  Brave – Cowardly
 Arrive – Depart  Crazy – Sane
 Arrogant –  Decrease – Increase
Humble  Demand – Supply
 Ascend – Descend  Destroy – Create
 Attack – Defend  Divide – Unite
 Brave – Cowardly
Synonyms
Benefit-profit
 Revenue, yield
Poor-bankrupt
Enormous-huge,
Gigantic-massive
Fertile-fruitful
Organization-Institution
Polite-courteous
Risky-dangerous
 Communication
According to Herbert A Simon, “ Without
communication there can be no organisation, for
there is no possibility then of the group,
influencing the behaviour of the individual”
Communication has been derived from latin word
communis which means common
Acc to Louis A Allen , “Communication is the
sum total of all the things that a person does when
he wants to create an understanding in the mind of
another. It involves a systematic and continuous
process of telling, listening and understanding”
Features
Communiction is unavoidable
Continuous process
Two way traffic
Role of perception (see, hear, touch,
taste and feel)
Universal
Social process
 Purpose of communication
Purpose of communication is to transfer a
message in our mind to another person
Inform, instruct, insist, inspire
The purpose for communication will fit into one
of the following general categories:
To express ideas
To inform someone
To explain something
To persuade someone
Process
Sender
Message
Encoding
Channel
Receiver
Decoding
Feedback
Difficulties in Communication
Wrong Audience
Wrong Method
Mistaken or Confusing Information
Too Much, Too Little
Misinterpretation by receiver
Language Barriers
Personal Issues
Listening Skills, Questions and Feedback
Conditions for successful communication
Provide Structure
Solve Problems Together
Practice Strong Visual Communication
Practice Conflict Management
Consider Cultural Issues
Cultivate Extraverted Qualities
Practice Strong Written Communication
http://smallbusiness.chron.com/top-seven-requirements-
achieve-effective-communication-management-
18061.html
Basic Forms of communication
Formal Communication
Upward
Downward
Lateral
Informal Communication
Formal Communication
It is a system designed by management to
channalise the flow of communication along
formal organisational structure

Downward communication- Top to bottom

Upward Communication- Bottom to top
Lateral Communication- Horizontal
Communication
Informal Communication
Informal Communication takes place
outside the formally prescribed and planned
network or channel.
Grapevine
Single stand
Gossip
Probability
Cluster
 Media of communication
Oral Communication
Pronunciation
Self confidence
Complete message
Logical
Natural Voice
Tone
Face to face communication
Tele conferencing
Telephone
Voice Mail
Written Communication
Fax
E-mail
Hard Copy
 Barriers of Communication
Semantic Barrier
Different language
Different interpretations
Poor Vocabulary
Physical Barrier
Noise
Improper time
Distance
Organisational Barrier
Rules and regulations
Structure relationship
Non conducting of staff meetings
Wrong choice of channel
Psychological Barrier
Selective perceptions
Premature evaluation
Attitude of superior
Attitude of subordinate
Poor listening
Ego
Emotions
Types
Verbal
Verbal communication is communication using speech
that is understood by all parties to the communication.
In other words, it's talking. Keep in mind that we're
talking about speech, not the written word. Written
communication falls under its own category.
Non verbal
It is sending a message without using words to convey
meaning. Body movement and gestures, Facial
expressions
7’c of effective communication
Candid- straight forward
Clear
Complete
Concise- fewest possible words
Concrete- should not be vague,
specific
Correct
Courteous
Shannon and Waver‟s model of
communication
 Sender : The originator of message or the information source selects desire message
 Encoder : The transmitter which converts the message into signals
Note: The sender’s messages converted into signals like waves or Binary data which is
compactable to transmit the messages through cables or satellites. For example: In
telephone the voice is converted into wave signals and it transmits through cables
 Decoder : The reception place of the signal which converts signals into message. A
reverse process of encode
 Note : The receiver converts those binary data or waves into message which is
comfortable and understandable for receiver. Otherwise receiver can’t receive the exact
message and it will affect the effective communication between sender and receiver
 Receiver : The destination of the message from sender
 Note : Based on the decoded message the receiver gives their feed back to sender. If the
message distracted by noise it will affect the communication flow between sender and
receiver
 Noise: The messages are transferred from encoder to decoder through channel. During
this process the messages may distracted or affected by physical noise like horn sounds,
thunder and crowd noise or encoded signals may distract in the channel during the
transmission process which affect the communication flow or the receiver may not receive
the correct message
 Note : The model is clearly deals with external noises only which affect the messages or
signals from external sources. For example: If there is any problems occur in network
which directly affect the mobile phone communication or distract the messages
Organisational Communication
Communication is defined as the process of
passing information and understanding from one
person to another
Communication has been defined as the transfer
of information from one person to another,
whether or not it elicits confidence. But the
information transferred must be understandable
to the receiver.
Interpersonal communication
Organisational communication
 Importance of communication in
management
Communication generates action
Communication facilitates planning
Communication helps in decision making
Means of coordination
Improves relationship
Helps in smooth working
An aid for managerial performance
Aid to leadership
Aid to job satisfaction
Aid to public relation
Formal Communication
It is organized and managed information that is shared
with relevant individuals in order to secure coordinated
action throughout the organization

Formal communication channels are based on an

individuals role in the organization and distributed in an
organized way according to the established chain in
organizational charts

Such communications are generally in writing and may

take any of the forms; policy; manuals: procedures and
rule books; official meetings; reports, etc.
 Advantages & Disadvantages
Advantages
They help in the fixation of responsibility and
Maintaining of the authority relationship in an
organization.
Disadvantages
Generally time consuming, cumbersome
 Informal Communication
Fall outside the formal channels
Built around the social relationships of members
of the organization.
Informal communication does not flow lines of
authority
Arises due to the personal needs of the members
Difficult to fix responsibility about accuracy of
information. Such communication is usually oral
and may be covered even by simple gesture or
smile or silence.
 Informal Communication
This communication in the workplace satisfies
a variety of needs, particularly social and
emotional ; and which are not based on the
positions individuals occupy

These communications are more relaxed ,

casual and not restricted to any proposals and
spreads quickly throughout a department.
Grapevine and how to handle it.
Form of informal communication by
which people communicates each
other without any formal line of
communication.
Its called Grapevine because like that
of a grape vine its impossible to find
the origin of information which
results in spread of rumours.
To hear something through the
grapevine is to learn of something
informally and unofficially by means
of gossip and rumor
word of mouth
Features

Flexibility
Rapid communication
No record
Distortion
Spontaneous
Types
Single stand
Gossip
Probability
Cluster
How to handle it
Follow open communication policy
In case of rumor- issue written notice
Participation in decision making
Call staff meeting at regular interval
Management can contact active
members of various groups
 Advantages
Information through this channel is extremely
fast
Bring a sense of unity among employees
In organizations or establishments where formal
communications do not function properly,
Disadvantages
grapevine communication comes to the rescue.
Partial information
Might not be true
Can damage an organization’s goodwill
Not trustworthy
Attitude Test
Rate each of the questions on this
four-point scale

3 = always
2 = more than half the time
1 = Occasionally
0 = Never
1. I feel comfortable when I am set apart
from the group.

2. I accept responsibilities when things go

wrong.

3. I share credit with others.

4. I am comfortable accepting a
compliment.
5. I set goals and visualize accomplishing
them.

6. I am confident in myself and my

abilities.

7. I am willing to take necessary risks.

8. I think positively in the face of

challenges.
9. I can say “no”.

10. I understand my attitude towards

people who plays a role in my success.

11. I see the positive qualities in other

people.

12. I listen to others.

13. People describe me as a positive
person.

14. I understand my attitude towards

circumstances that controls how I respond
to challenges.

15. I view each new situation as an

opportunity or a challenge.
38 – 45 High self-esteem. You are confident about
yourself and your abilities. You have a positive attitude.

30 – 37 Strong self-esteem. You are generally confident

about yourself and your abilities. You tend to remain
positive and optimistic in your attitude.

23 – 29 Moderate self-esteem. You have periods of self-

doubt, but tend to be more positive than negative.

15 – 22 Low self-esteem. You have periods of self-doubt

and tend to be more negative than positive.

0 – 14 Negative self-esteem. You have little or no

confidence in your abilities. You tend to demonstrate
 Communication training for Managers
Communications training or communication
skills training refers to various types of training
to develop necessary skills for communication.
Individuals undergo communications training to
develop and improve communication skills
related to various roles in organizations.
In organizations, it is necessary to communicate
with different sub-groups and overcome
difficulties in effective communication.
 Types of skill development
Listening skills
Influence Skills
Responding to conflict
Customer service
Assertiveness skills
Negotiation
Facilitation
Report writing
Public speaking, effective presentation
speaking skills
Benefits

Business communication training

Corporate communications training
Executive communication training
Crisis communication training
Public speaking training
 Effective Training
Some key points such as management
training, identifying your audience, and up to
date use of technology can be used.
Training for management must be done on a
regular basis
Leadership instruction as well as
communication skills education are some
examples of management training.
Constant feedback from the members
 Introduction
Organization structure determines who works
together
It is the way managers design their firms to
achieve their organization’s mission and goals
Organizational communication flows through
its structure, which affects:
behavior
human relations
performance
 Principles of Organization
Division of Labor and Departmentalization
Division of labor, or work specialization –
refers to the degree to which tasks are
subdivided into separate jobs
Departmentalization – grouping of related
activities into units
Chain of Command
line of authority from the top to the bottom
of the organization, which is shown in an
organization chart
 Principles of Organization (2 of 3)
Span of Management
refers to number of employees reporting to a
manager

Centralized and Decentralized Authority

With centralized authority, top managers make
important decisions
With decentralized authority, middle and first-
line managers make important decisions
Coordination
 Questions and Answers for Designing
Organizational Structure:

Questions Answers
How should we subdivide work? Division of Labor and
Departmentalization
Who should departments and Chain of Command
individuals report to?
How many individuals should report to Span of Management
each manager?
At what level should decisions be Centralization vs.
made? Decentralization
How do we get everyone to work Coordination
together as a team?
 Formal Organization Structure
Vertical downward
President communication

Vice President Vice President Vice President

Production Finance Marketing

Vertical upward
communication

Manager Manager Manager Manager Manager Manager Manager Manager Manager

A B C D E F G H I

Exhibit 6.2
 Informal Organization Structure
President Horizontal
President
communication
networks

VicePresident
Vice President VicePresident
Vice President VicePresident
Vice President
Production
Production Finance
Finance Marketing
Marketing

Manager
Manager Manager
Manager Manager
Manager Manager
Manager Manager
Manager Manager
Manager Manager
Manager Manager
Manager
AA BB CC DD EE FF GG HH

Exhibit 6.2
 Common Types of Departmentalization
Functional Departmentalization
involves organizing departments around
essential input activities, such as:
production and operations
finance and accounting
marketing and sales
human resources
Product (Service) Departmentalization
involves organizing departments around
goods and services provided
 Common Types of Departmentalization
Customer Departmentalization
involves organizing departments around the needs of
different types of customers with unique needs
calling for different sales staffs and products
Divisional Departmentalization
the firm develops independent lines of business that
operate as separate companies, all contributing to the
corporation profitability
Territory (Geographic) Departmentalization
involves organizing departments in each area in
which the enterprise does business
Corporate Communication
Corporate communication is a set of
activities involved in managing all internal
and external communications aimed at
creating favorable point-of-view among
stakeholders on which the company
depends.
Marketing and Corporate Communications:
What are the differences ?
MARKETING
 customer CORPORATE
 multiple stakeholders
 defined set of channels  multiple channels
 controlled  variety of communication
communication
 positions a product or
types
 positions an entire
service
organisation
 more room for creativity  less room for creativity
 product/brand  corporate identity/corporate
attributes

117
 THE NEW CORPORATE O N
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118 R O N Wheel: Balmer and Greyser. Adapte
from D. Bernstein (1984)
 Model
 1 DEFINE ALL STAKEHOLDER GROUPS

 2 IDENTIFY COMMUNICATION CHANNELS

 3 PRIORITISE STAKEHOLDERS

 4 IDENTIFY APPROPRIATE CHANNELS FOR

EACH GROUP
 5 TAKE ACCOUNT OF THE IMAGE OF:
COUNTRY OF ORIGIN and of THE INDUSTRY

119
 Summary: i
 Corporate Communications is broader, and more
complicated than marketing communications.
 It is complicated because of the existence of multiple
channels of communication in addition to multiple
stakeholder groups.
 Moreover, individuals belong to multiple stakeholder
groups.

120
Public relations is:
A Management Function
Two-way Communication
A Planned Activity
A Research-based Social Science
Socially Responsible
 Public Relations, Advertising, and
Marketing

Advertising and marketing tend to

focus exclusively upon consumers.

Public relations focuses upon all

publics important to success.
Advantages of a
Public Relations Career:
Public relations skills are transferable
across a broad range of career
opportunities.
Public relations demands and rewards
creativity.
Public relations practitioners can make
a real difference in the lives of people.
 Research
The Traditional
Four-Step Model
Planning

Communication

Evaluation
Problems with
Traditional Model
It implies that one step follows the next in an
orderly fashion.
In reality, each of the four steps can appear
anywhere within the public relations process.
The traditional model doesn’t take into
account the role of values.
 The Dynamic Model
Research

Planning Evaluation

Communication

Copyright © Allyn & Bacon 2003

 The Dynamic Model
Research

Planning Evaluation

Communication

Copyright © Allyn & Bacon 2003

Values-Driven Public Relations
Research

Values Values

Planning Evaluation

Values Values

Communication

Copyright © Allyn & Bacon 2003

Specific public relations disciplines include
Financial public relations
Consumer/lifestyle public relations
Crisis communication
Internal communications
Government relations
Food-centric relations -.
Business Letter Writing
A business letter is usually a letter from one company
to another, or between such organizations and their
customers, clients and other external parties. The
overall style of letter depends on the relationship
between the parties concerned.
In business, letter writing is a major thrust area of
communication. The modern goal of nations for a
free global trade and the need to cut across
national, linguistic and cultural barriers to promote
trade have made the letter an important business
tool.
Need
 A business letter acts as a representative of the organization.
It is an inexpensive substitute for a personal visit.
 It seeks to provide information on subjects connected with
business.
 A business letter provides valuable evidence for a
transaction and thus serves a legal purpose.
 A business letter becomes a reference material to future
transactions between organizations and individuals.
 A business letter promotes and sustains goodwill.
 A business letter motivates all the people involved in a
business to a higher and better level of performance.
 A business letter enlarges and enhances the business.
Every organization has to continuously promote and
expand its business.
All information of its product and service gets updated
through a business letter sent to customers and clients.
It is a micro-level substitute even for advertisements.
Letters sent from an organization and received by it
when classified and filed serve the purpose of reference.
Business letters have legal validity. In times of dispute
and doubt they can provide substantial evidence to
solve them. Many issues can be sorted out if mutual
positions taken by transacting organizations are
available through letters written by them.
Functions of Business Letter
(a) Promotional Functions
(b) Informational Functions:
(c) Legal Functions
(d) Goodwill Functions:
Types
 Sales letter
Order Letter
Complaint letter
Adjustment letter
Inquiry letter
Follow up letter
Letters of recommendation
Acknowledgment letter
Cover Letter
Letter of Resignation
Persuasive Letter
A persuasive letter is a type of letter that is written to
complain about a problem or situation and offer a
possible solution. In a persuasive letter, you are
stating your opinion about a problem and offering your
suggestions on how to solve the problem.
The persuasive purpose is used to convince,
or persuade, the reader that the opinion or claim, of
the writer is correct or valid. Persuasion is more
selfish than argument (debate).
Persuasive Letter is a letter written to persuade an
organisation/s or individual/s towards accepting the writer's
(sender’s) issue, interest or perspective. The motive of the
persuasion letter is to ‘Get your work done’
The persuasion can be related to any matter, it can be:
A complaint
A sale
A petition
A request or any other matter which requires convincing
Persuasion letter comes under formal letter type
 Request Letter
 Request Letter :-you need certain information, permission, favour, service or any other
matter which requires a polite and humble request.

Purpose
 Holiday
 Jobs
 Certain examples of Request:
 A fresh graduate needs to request a job interview
 An employee wants to request a promotion
 A student might need to request for information from a college or university
 An announcement letter is a request letter when it requires your presence for a certain
event.
 Invitation letters and persuasive letters are also types of requests.
 A cover letter is also a type of request as it is asking to be considered for a post or asking
for information about a job. Similarly a cancellation letter,maternity leave letter have
requesting tones.

A formal request letter is written in a formal writing style, complete with your full details,
and the full details of the recipient.
 Sales Letter
A sales letter is a letter written to sell a product or a service to
the consumers. It is a type of business letter; meant for
generating business. It is also known as direct mail as it is
being directly sent to the client.
Sales letter is a marketing strategy often employed by
businesses that do not have the budget to advertise their
product / service through television or other means. They are
also used by certain organisations whose mode of operation is
specifically through mail order only.
A certain number of companies use these to inform their loyal
customers about special offers and discounts. While most
firms use ordinary mail to communicate, many use electronic
mail. A sales paper mail is different from electronic one both
in presentation and format.
 Sales Letters That Work
 AIDA is the most commonly used technique to write a sales letter that
will always work.
Attention – First and foremost step is to attract attention towards your
product or service. It is the initial and the first things that can guarantee
a sale, like they say ‘First impression is the last impression’.
 Interest – The second important part of a sales letter is to generate
interest. Once the reader has got the attention, it is time to generate and
hold their interest. Providing relative information with a sustained flow
generates enough interest.
 Desire – Desire, the third essential feature is initiated by providing real
life and practical examples. Showing the benefits through a simple
language does create a desire.
 Action – The first three features are meant to lead to a final call for
action. Sometimes, that is not enough and you need persuasion to
generate a successful sale. In this case, it also becomes your (sender’s)
call of action as you have to persuade a prospective customer into an
actual buyer.
Complaints and adjustments
A complaint letter requests some sort of compensation for
defective or damaged merchandise or for inadequate or
delayed services. While many complaints can be made in
person, some circumstances require formal business letters.
The complaint may be so complex that a phone call may not
effectively resolve the problem; or the writer may prefer
formality, and seriousness of a business letter.
In the letter, identify early the reason you are writing — to
register a complaint and to ask for some kind of compensation.
Avoid leaping into the details of the problem in the first
sentence.
State exactly what compensation you desire, either before or
after the discussion of the problem or the reasons for granting
the compensation.
 Provide a fully detailed narrative or description of the problem.
This is the "evidence."
 Explain why your request should be granted. Presenting the
evidence is not enough: state the reasons why this evidence
indicates your requested should be granted.
 Suggest why it is in the recipient's best interest to grant your
request: appeal to the recipient's sense of fairness, desire for
continued business, but don't threaten. Find some way to view
the problem as an honest mistake. Don't imply that the recipient
deliberately committed the error or that the company has no
concern for the customer. Toward the end of the letter, express
confidence that the recipient will grant your request.
 Adjustment Letter
Replies to complaint letters, often called letters of "adjustment,"
must be handled carefully when the requested compensation
cannot be granted. Refusal of compensation tests your diplomacy
and tact as a writer.
Begin with a reference to the date of the original letter of
complaint and to the purpose of your letter.
Express your concern over the writer's troubles and your
appreciation that he has written you.
If you deny the request, explain the reasons why the request
cannot be granted in as cordial and noncombative manner as
possible.
If you deny the request, try to offer some partial or substitute
compensation or offer some friendly advice
Conclude the letter cordially, perhaps expressing confidence that
you and the writer will continue doing business.
Departmental Communication
Inter departmental communication is largely a formal
affair. Inter departmental communication will be
effective when it is supported by good infrastructural
facilities. There are various documents used in
inter departmental communication, they are: A
memorandum is a note or record for future use.
A memorandum is a note or record for future use. Most
interdepartmental communication is done over phone,
but when the information has to be communicated in
writing then memorandums are used. Memos are also
issued in the cases of disciplinary actions to be taken
against employees.
Office circulars are used to convey the information to a
large number of employees. It is used for internal
communication, so it is brief and formal.
The format of office orders is similar to memorandum but
the purpose for which it is issued will differ. It is usually
issued in matters affecting rights and privileges of
employees. Office order carry a number since it will be in
force till revoked.
Suggestions are given by employees. Sometimes it is given
by one department to another. It helps in developing new
ideas and policies.
Complaints are a part of office routine. As the size of the
organization increases, the number of complaints also
increases. In many cases complaints may relate to lack of
proper infrastructure, non observance of rules etc.
Need
Trust
Customer Service
Efficiency
Conflict
Removing Confusion
Interview Letter
The letter that invites job applicants for facing interview is
known as interview letter.
After receiving job applications from the potential candidates,
the employer writes interview letter to those candidates whose
applications have passed the initial screening stage.
Every interview letter must contain the following elements:
Name and address: Interview letter must carry the name and
full particulars of the candidate. It should be sent to the present
address of the applicant. Both inside and envelope address
should be similar. Sometimes, both present and permanent
address of applicant is written at the top of the interview letter.
Time of interview: Date, day and time of interview should be
clearly mentioned in the interview letter.
Place of interview: Interview letter should clearly indicate
the place or venue where interview will take place.
Documents to be produced: Sometimes the interviewee
needs to produce academic certificates, experience
certificate, birth certificate, photographs, copy of
publications etc. before the interview board. Interview
letter must state whether the candidates need to bring such
documents.
Other instructions: Interview letter should also specify
whether the interviewees would be provided with
transportation allowance (TA) or any other allowance.
Promotion Letter
It comes only to those considered deserving by the
employer.
The organization hierarchical structure is explained to an
employee when s/he joins the organization.
his is a mandate governed by HR to show the growth path to
an employee that s/he can achieve in the organization.
A Promotion Letter is written by a senior representative of
the organization and given to the employee who has been
promoted
This letter serves a dual purpose – one informs the
concerned employee that s/he has been promoted and
second, motivates her/him.
 the tone of the letter should be inspirational and motivational.
 A Promotion Letter should always come after the decision of
promotion has been discussed with the concerned employee
 Should always be written on the company letterhead
 Short and precise
 Giving details of current position being held by the employee, new
position that s/he will hold, person s/he will be reporting into and
any monetary benefits that s/he is entitled to because of the
promotion
 Should have official loo
 A copy of the letter should be signed by the employee and returned
to the organization as acceptance of offer
 A copy of the letter should also be put up on the staff notice board
to inform all the employees of the organization
 Before handing over the letter to the employee please make sure
that there are no grammatical or punctuation errors
Resignation Letter
A resignation letter is a short letter formally
advising your employer that you are leaving your
job. A resignation letter can help you maintain a
positive relationship with your old employer by
leaving with a strong and positive final impression,
while also paving the way for you to move on.
A letter of resignation is written to announce to
human resources, superiors, and co-workers your
intent to leave your current position.
Resignation letters not only describe the
employee’s intent to leave, but also provide
information about the last day worked and other
requests or details. This eases the transition for both
employer and employee.
In order to maintain a positive and graceful exit, a
letter of resignation often thanks the employer for
the opportunities provided and mention experiences
gained at the company or how the employee
enjoyed their time there.
Resignation letters are not an appropriate place for
complaints or critiques of the employer or co-
workers.
 Newsletter
 A bulletin issued periodically to the members of a society or other
organization.
 Small, printed (generally on letter-size paper), or published through
other means, newspaper or digest aimed for a select audience on a
narrow subject, or for circulation within an organization.
 A newsletter is a regularly distributed publication that is generally
about one main topic ofinterest to its subscribers. Newspapers and
leaflets are types of newsletters.[1] For example, newsletters are
distributed at schools to inform parents about things that happen in
that school.
 Newsletters are published by clubs, churches, societies,
associations, and businesses—especially companies—to provide
information of interest to members, customers, or employees.
Newsletter
MEMO
 A memo (or memorandum, meaning “reminder”) is normally used for
communicating policies, procedures, or related official business within an
organization. It is often written from a one-to-all perspective (like mass
communication), broadcasting a message to an audience, rather than a one-on-
one, interpersonal communication. It may also be used to update a team on
activities for a given project, or to inform a specific group within a company of
an event, action, or observance.
 Memo Purpose
 A memo’s purpose is often to inform, but it occasionally includes an element of
persuasion or a call to action. All organizations have informal and formal
communication networks. The unofficial, informal communication network
within an organization is often called the grapevine, and it is often characterized
by rumor, gossip, and innuendo. On the grapevine, one person may hear that
someone else is going to be laid off and start passing the news around. Rumors
change and transform as they are passed from person to person, and before you
know it, the word is that they are shutting down your entire department.
 Memo Format
 A memo has a header that clearly indicates who sent it and who
the intended recipients are. Pay particular attention to the title
of the individual(s) in this section. Date and subject lines are
also present, followed by a message that contains a declaration,
a discussion, and a summary.
 In a standard writing format, we might expect to see an
introduction, a body, and a conclusion. All these are present in a
memo, and each part has a clear purpose. The declaration in the
opening uses a declarative sentence to announce the main topic.
The discussion elaborates or lists major points associated with
the topic, and the conclusion serves as a summary.
 Five Tips for Effective Business Memos
 Audience Orientation
 Always consider the audience and their needs when preparing a memo. An acronym or abbreviation
that is known to management may not be known by all the employees of the organization, and if
the memo is to be posted and distributed within the organization, the goal is clear and concise
communication at all levels with no ambiguity.
 Professional, Formal Tone
 Memos are often announcements, and the person sending the memo speaks for a part or all of the
organization. While it may contain a request for feedback, the announcement itself is linear, from
the organization to the employees. The memo may have legal standing as it often reflects policies
or procedures, and may reference an existing or new policy in the employee manual, for example.
 Subject Emphasis
 The subject is normally declared in the subject line and should be clear and concise. If the memo is
announcing the observance of a holiday, for example, the specific holiday should be named in the
subject line—for example, use “Thanksgiving weekend schedule” rather than “holiday
observance.”
 Direct Format
 Some written business communication allows for a choice between direct and indirect formats, but
memorandums are always direct. The purpose is clearly announced.
 Objectivity
 Memos are a place for just the facts, and should have an objective tone without personal bias,
preference, or interest on display. Avoid subjectivity.
Minutes
Minutes is the official recording of the proceedings of the
meetings and the decisions reached there in. minutes is a
full but concise clear, lucid, true and accurate record of the
business transacted at the meeting and the decisions and
resolutions adopted there at . It is prepared after the
meeting from the notes taken during the proceedings of
the meeting. The recording of minutes and maintenance of
proper minutes of meetings is obligatory for public bodies
or co-operative societies. The object of preparation of the
minutes is to preserve the business transacted in the
meeting and decision taken on the discussion in a clear,
concise and accurate way for future guidance.
Notices
One important aspect of communication is
business communication, also known as formal
communication. Formal letters, memos, circulars etc are all
forms of business communication. Another important tool of
the same is a notice. Let us learn the meaning of notices and
details of notice-writing.
Notice
Notices are a means of formal communication targetted at a
particular person or a group of persons. It is like a news item
informing such person or persons of some important event.
This can be an invitation to a meeting, an announcement of
any event, to issue certain instructions, make appeals etc.
 It is generally written and then displayed at a public place, where it is accessible to all. They
can be pasted on notice boards. If it is meant for a wider audience it can even be published in
a newspaper. The government when it issues notices must publish it in national and local
papers.
 Format
 Since notices are a formal document it should follow a structure or a format. Keep in mind
there is no one correct rigid format. Different formats used by different people/organizations
can show some variations. But it is ideal to follow a somewhat similar format for ease of
understanding and uniformity. Let us look at the most used format of notices.
 Name of Issuing Organization/Authority: Right at the very top, you print the name of the
person or company that is issuing the said notices. This will help the reader identify the
notices as important or unimportant to him.
 Title: When writing notices we mention a title “NOTICE” at the top. This helps draw
attention to the document. Notices are generally posted at a public place or published in
newspapers. It is important that they do not get lost in a sea of information. So a bold title
clearly mentioned helps draw the attention.
 Date: After the tile to the left-hand side we print the date on which the notices have been
published. Since this is a formal document date is an important aspect of it since these
documents stay on record.
 Heading: Then we move on to an appropriate heading to the notices. This
heading should make abundantly clear the purpose of the notices.
 Body: After the heading, we write the brief and to the point body of the
notice. The main content of the notice features in the body.
 Writer’s Name: At the end of the notices we write the name and
designation of the notice-writer. The notices have to also be signed by the
same person to lend it authority and validity.
 Content
 Notices should cover some important points that are to be communicated
to the readers. Let us summarize the five points that the content of the
notice will cover, the five W’s
 What: What is the notice about? The notice should be clear about what is
going to happen (event), or what has already happened (occasion). This is
the crux of the message and should be written clearly. There should not be
any ambiguity.
 Where: If the notice is about an event, then the location of such
an event must be written clearly. The venue or the location are
important details, so make sure to include this in the notice.
 When: This is the time and the date of the event or meeting. If
possible the duration of the event should also be mentioned to
people can schedule their time accordingly.
 Who: This will be who the notice is addressed to. Who all are
suppose to adhere to the notice should be clearly mentioned to
avoid confusion.
 Whom: And final detail should be whom to contact or get in
touch with. This mentions who the appropriate authority is to
contact.
Types of Business Communication
As a business leader, you know that communication is
a key part of your company's success. The methods
you use to communicate include personal interactions,
telephone conversations, text messaging and other
more traditional forms of written correspondence.
There are different types of business communication to
consider that may adjust your tone or content.
Internal, Upward Communication
Downward Communication
Internal, Lateral Communication
External Communication
Circular
This kind of letter originated in ancient time when
people felt the necessity of circulating any message to
a large number of people at a time in the same way.
Generally, the letter that is used to circulate any special
message to a huge member of audiences at the same
time is known as circular letter.
It is one of the cost effective means of circulating
information or introducing new products to mass
people.
However, circular letters are not only used in business,
but also in social, political and personal affairs.
Importance
Easy method of conveying information
Achieving economy
Saving time
Less Effort
Creating market
Increasing consumer confidence
Agenda
Ordered sequence of items to be discussed in a formal
meeting.
The objectives of an agenda include to
(1) familiarize participants with the topics to be
discussed and issues to be raised,
(2) indicate what prior knowledge would be expected
from the participants, and
(3) indicate what outcome the participants may expect
from the meeting.
Features
Generally, agenda is sent along with the notice of the
meeting.
It is written at the end but before or after the signature
of the convener of the meeting.
It is arranged according to the importance of the end.
Controversial topics should be written at the end.
The topics are determined by the secretary with
consulting the higher authority or the convener of the
meeting.
It written in brief but explicit manner.
 Notice
Meaning of notice: A notice is a written or an oral
statement that contains the particulars of holding a meeting.
When a circular is served among the members of the
meeting to attend the meeting, it is called anotice. It is letter
of invitation that carries the request to the members to
attend a meeting.
A notice includes time, place, date and agenda of a
meeting.
The notice should be sent by the proper authority in due
time so that the members can attend the meeting in time.
So, notice is formal written or formal information,
notification or warning about a fact or an invitation to the
concerned person for attending the meeting.
office memorandums
Memorandum is popularly known as memo. The
literal meaning of the word memorandum is a note to
assist the memory.
Memos are the written internal communication means
for exchanging information relating to day-to-day
functions within the organizations.
So, memorandum or memos are an internal short note
or letter in which information exchanged among
superiors and subordinates or same potion of
employees in the organizational structure.
Advantage
 Time saving: We can see that may organizations use printed memo. As it is usually
printed, it takes less time to draft it.
 Less formality: No formality is necessary in drafting a memo, usually inside address,
salutation and complimentary closing is omitted in it.
 Maintenance good relationship: It can help to maintain the good relationship among
the boss and subordinates, because the bossing attitude is absent here.
 Low cost: The cost of communication through a memo is less than those of others.
 References: Memo is a written document. So, it can be used for future references.
 Inform the decisions and actions: The main objective of memo is to inform the
decisions and actions. For this purpose, it should be written by the higher authority.
 Request the decisions and actions: The objective of memo is to request the decisions
and actions. For this objective, it may be drafted by the sub-ordinate.
 Provide information: Another important objective of the memo is to provide
information form one level to another within the business.
 Remain someone of action: Memo is also written to remind someone of action, if
requires.
 Others: Issuing orders and instructions, providing response, providing suggestions,
presenting informal report, solving problems.
office orders
Office Order: - issued by competent authority.
Office order contains instructions related to office
works, change of working hours, instruction on closed
holidays, message by senior authorities when they take
over some organisation, promotions etc.
Office orders are issued periodically like every
Monday or on every 1st of month etc.
The sequence of the information is pre-decided.
Can be used to communicate following:-
Promotion, transfer, suspension, posting
 Press release
A press release is a short, compelling news story written by a
public relations professional and sent to targeted members of the
media.
The goal of a press release is to pique the interest of a journalist
or publication.
The press release should contain all the essential information
(who? what? where? when? how? and most importantly why?)
for the journalist to easily produce his own story.
The standard press release begins with contact information,
mostly likely the name, phone number and e-mail address of the
person who wrote the release. Then comes the headline, arguably
the most important four or five words in the whole press release.
The headline will be what the journalist reads first. If it's not
intriguing, newsworthy and unique, he'll read no further.
 job application
 Getting a job largely depends on the art and efficiency of writing
application. Application gives the employer a primary impression about the
job seeker. So, it should be drafted very carefully, sincerely and honestly.
The followings are the factors to be considered in drafting a job application:
 Clear idea: Before writing the application, the candidate should have
adequate knowledge about the job, contents of the job, qualification
requirements, employer, conditions of the job etc.
 Planning: In the order to make the application attractive, the candidate
should take necessary plan before drafting it. The application should think
about the attractive presentation of relevant information.
 Developing a format: The applicant should develop a rough copy of the
application. Later on, it should be edited and be finalized.
 Selection the structure: Though job application is one kind of commercial
letter, yet it should be drafted in an independent way. Generally, job
application does not require any title.
 Arranging contents: Arrangement of contents is very crucial in
making the application meaningful. Contents should be arranged
sequentially and logically in various paragraphs.
 Name of the position: A well-drafted application should clearly
indicate the specific position for which the candidate applies.
 Mentioning the qualification: A good application clearly indicates
qualification, experience and training of the applicant.
 Mentioning the reference: At the beginning of the body of
application, source of reference should be mentioned.
 Address: In the application the applicant must mention his present
and permanent address.
 Submitting through proper channel: If the applicant is currently
employed in anywhere, application should be submitted through the
present employer.
 Courtesy: The application should write the application courteously.
Applicant should keep in mind that “courtesy costs nothing but gains
more.”
 Language: Language of application should be as simple as possible.
Application should be free from ambiguous and technical words,
complex jargons, poetic language etc.
 Correctness: Application should be free from any kind of mistakes.
Grammatical or linguistic mistake creates bad impression about the
candidate.
 Cleanliness: Cleanliness is an important quality of any letter. Job
applicationshould be free from overwriting, writing through etc.
 Conciseness: Application should contain all the relevant
information completely but concisely.
 Enclosures: Application should be followed by necessary
documents such as photograph, copy of academic certificates,
experiences certificate, bank draft or postal order if required.
 Assurance: The applicant should assure the employer that if
employed, he will discharge his duties and responsibilities with due
sincerity, honesty and dedication.
leave application
A leave application letter is written in general to apply
for a leave of absence from office for certain period.
The leave application letter should contain a valid
reason for you leave application, which should
convince the employer and make him to grant you
leave. A sample leave application letter can be seen
below where you can see the format, content and how
one should present his reason to their employer.
leave application
Business etiquettes
Expected behaviors and expectations for individual actions
within society, group, or class.
Within a place of business, it involves treating coworkers
and employer with respect and courtesy in a way that
creates a pleasant work environment for everyone.

Business etiquette is about building relationships with other

people. Etiquette is not about rules & regulations but is
about providing basic social comfort and creating an
environment where others feel comfortable and secure, this
is possible through better communication.
Always say “Please” and “Thank you.”
A handshake is still the professional standard
Don’t interrupt
Watch your language
Double check before you hit send (email)
Don’t walk into someone’s office unannounced
Don’t gossip
Be on time
No Phone during meeting
 Email and net etiquettes
Be careful with confidential information
Professional Behavior on the Job: Know that how you
use your e-mail, company e-mail address and employer’s
technology is a serious issue!
SUBJECT: Field: The SUBJECT: field is the window
into your e-mail and can many times determine
if your e-mail will even be opened.
Level of Formality: Try to avoid the prevailing
assumption that e-mail by its very nature allows you to
be informal in your business e-mail communications.
Addressing: How do you address your new contacts?
 Avoid using shortcuts to real words, emoticons, jargon, or
slang
Briefly introduce yourself
TO:, From:, BCc, Cc fields can make or break you:…In
the TO: field make sure you have your contact’s name
formally typed.
BCc: use this field when e-mailing a group of contacts who do
not personally know each other.
Cc: Use this field when there are a handful of associates
involved in a discussion that requires all be on the same page.
Reply to All: Use this button with discretion! You need to
carefully think about whether “all” really need to be aware of
your reply to conduct business.
Respond in a timely fashion
Don't get mistaken for Spam. Avoid subject lines that
are in all caps, all lower case, and those that include
URLs and exclamation points - which tend to look like
Spam to the recipient
Be clear in your subject line
Use professional Email address
Net Etiquette
"Netiquette" stands for "Internet Etiquette", and refers
to the set of practices created over the years to make
the Internetexperience pleasant for everyone.
Like other forms of etiquette, netiquette is primarily
concerned with matters of courtesy in
communications.
Rules
Before you join in a newsgroup or discussion board,
always check that your questions are relevant to the
group.
Never respond to rude or threatening messages
whether in chat, newsgroups or message boards.
 Never engage in a flame war. That is a shouting match (through
text) conducted between 2 or more people.
 Never say nasty or untrue things about others especially in
public forums, newsgroups, or chat.
 Never forward personal emails sent to you to others without
checking with the original sender first.
 Similarly, when forwarding an email to others, respect the
privacy of your group of friends or family. Do not publicly
broadcast all their email addresses. Learn to use the BCC
command which keeps email addresses private.
 When composing emails, use the subject field, as it helps the
recipient to identify the email quicker.
 When replying to emails, particularly if they are long and
detailed, it is courteous to not quote the entire message in reply,
but to quote only what is necessary.
 etiquette of the written word
 Focus of Format
 Structuring of the content
 Ensuring connectivity
 Tempering the content as per the level of formality
 No short form
 Importance of grammar, spellings and punctuation
 Sensitivity to the audience
 Importance of creativity
 Avoiding plagiarism
 Avoiding opinionated points of view
 Avoiding excessive use of jargon
 http://www.rediff.com/getahead/slide-show/slide-show-1-career-
common-etiquettes-in-written-communication/20110602.htm#12
 etiquettes on the telephone
 Always identify yourself at the beginning of all calls.
 Be sensitive to the tone of your voice
 Think through exactly what you plan to say and discuss
BEFORE you place a call.
 Do not allow interruptions to occur during conversations
 Especially when leaving messages, speak clearly and slowly.
 Build the habit of always turning off your cell phone ringer
when entering a meeting, restaurant, theater, training class, or
other place
 Always speak into the telephone receiver with an even and low
tone of voice
 Do not allow yourself to be distracted by other activities while
speaking on the telephone
 http://www.advancedetiquette.com/2012/01/8-telephone-etiquette-
tips/
 Handling business meetings
 Introduction
 Planning the meeting
 Appoint a Runner
 The Agenda
 Stay on the agenda, and do not allow the discussion to digress often or
productivity will suffer.
 Be sure that you get a copy of the agenda out to all participants ahead of
time.
 Begin working on the agenda for the next meeting as you wrap-up the one
you are in.
 Get the meeting participant’s input to set agenda for more active
engagement.
 Be Aware of Time
 Conducting the meeting
 Follow-up Meetings
Non verbal communication
Behavior and elements of speech aside from
the words themselves that transmit
meaning.
Non-verbal communication includes pitch,
speed, tone and volume of voice, gestures
and facial expressions, body posture
proximity to the listener, eye movements
and contact, and dress and appearance.
 Importance of non-verbal
communication
 Positive gestures
 Stand tall
 Widen your stance (Standing posture)
 Lower your vocal pitch
 To display confidence and be perceived as upbeat and positive,
think of a past success that fills you with pride and confidence.
 Strike a Power Pose
 Maintain positive eye contact
 Talk with your hands
 Use open gestures
 Smile
 Perfect your handshake
Symbols and signs
Sign
Any motion, gesture, image, sound, pattern, or event
that conveys meaning.
The general science of signs is called semiotics. The
instinctive capacity of living organisms to produce and
understand signs is known as semiosis.
A symbol is a person, place, action, word, or thing that (by
association, resemblance, or convention) represents something
other than itself. Verb: symbolize. Adjective: symbolic.
In the broadest sense of the term, all words are symbols. In a
literary sense, says William Harmon, "a symbol combines a
literal and sensuous quality with an abstract or suggestive aspect"
In language studies, symbol is sometimes used as another term
for logograph.
As such, non-verbal symbols are:
body language and gestures, paralanguage (tone and touch)
pictograms (and icons); also flags and national symbols,
style & outfit,
visual symbolic language (originating in myths, used in visual
arts and graphic design)
 Examples of Communication Through Signs and Symbols

 In mathematics, calculations are represented by signs and symbols.

 A traffic signal flashes green, telling motorists to move on. A proof reader, a
shorthand writer, a musician all of them use signs and signal to
communicate. The language of signs and signals have universal nature, e.g.
two crossed bones and human skull placed in between signifies danger or a
lighted cigarette with cross mark on it indicates “no smoking”
communication through such visuals is very effective because of its speedy
ways of conveying.
 There are also auditory 'signals', which are heard and the message is
communicated instantly to the concerned receiver, e.g. factory sirens means
'time' for workers of a particular shift. Church bell indicates the time for
prayer; school bell gives a specific message for school children, and traffic
policemen whistle is properly understood by the traffic-rule breakers. All
such audio signals convey the message to distinct types of people at a
different time.
Physical appearance
Body cleanliness
* Clean Nails
* Shiny shoes
 *No tattoos
 *Being appropriately dressed
Review/summarizing of newspaper articles
 Read the title of the article to get an idea of the topic.
 If a picture is available, read the caption. Then, read the article
carefully, looking for ideas that are repeated multiple times and in
different ways. Use a highlighter or pencil to mark crucial ideas and
topics as you read.
 Identify the main idea:Look over your marks on the article, and
identify the main idea of the piece. For clues, check for themes that
come up more than once. Write one sentence that summarizes the main
idea of the article. In clear language, state what the article is about and
give the most compelling supporting idea or fact.
 Add supporting information:Identify one or two supporting themes of
the article. Summarize each idea in one sentence. Each sentence of
your summary should relate to the main idea that you identified in step
two, explaining why it is significant or offering further evidence.
 Most news articles follow an inverted pyramid structure where the
most important information is presented right at the onset of the
article. The further down you read, the information is more
extraneous. To write a summary, you first need to understand the
structure of the article and find out the key facts, known in
journalism as the "5 Ws and 1 H". This stands for the who, what,
when, where, why and how regarding the subject matter.
 Write your outline:Once you know what information you need to
rewrite, determine the number of paragraphs needed. Write an
outline and keep to two to three concise sentences and one key idea
per paragraph. Make sure you leave out personal opinion and
information from sources outside the original article.
 Cite your source:Always mention the article's source in your news
summary. Cite the publication, the author and any other sources
that the reporter has mentioned. Revise your article and proofread
for flow of thought and grammatical or spelling errors.