EXECUTIVE BUSINESS COMMUNICATION

(KEY NOTES)

Define Communication. (Apr. 2016)

Communication is the process by which information is transmitted between individuals and/or organizations so that
understanding response results.
The process of communication involves exchanging facts, ideas, opinions or emotions between two or more persons.
Feedback is an essential aspect of communication.
The main purpose of communication is to inform, or to bring round to a certain point of view or to elicit action.
The importance of Effective Communication in Business
Internal communication is communication within the organization. It is important because
(i) Business has grown in size,
(ii) Business activity has become extremely complex,
(iii) It promotes understanding and cooperation among members.
External communication is communication with external agencies both government and private. It is an essential feature
of all modern business.
(i) Government agencies and departments. (ii) Distributors, retailers, individual customers, etc.

OBJECTIVES OF COMMUNICATION
1. Information : Executives need information to plan and organize; employees need it to execute their job satisfactorily.
a. Information can be from (i) Internal sources – within the organization, and (ii) External sources – outside
of the premises.
b. Information must be (i) from a reliable source, (ii) accurate, (iii) Complete, and (iv) Recent
2. Advice : advice is given either to influence opinion or behavior – it is both man oriented and work oriented – is given
in the worker’s interest – it promotes understanding – it is two way transmission.
3. Counselling : it is similar to giving advice – is impersonal and professional – is often sought eagerly – a psychological
handling – counseling department under HRM.
4. Order : is an authoritative communication from superior to subordinates – it moves downwards – Order should be
clear and complete, capable of being executed – given in a friendly tone.
Orders may be (i) written or oral, (ii) General (common instructions) or specific (for particular activity), (iii)
Procedural (specific procedures to be adopted) or operational (related to job), (iv) Mandatory (have to be obeyed)
or Discretionary (nature of recommendations).
Steps in order : Planning – Preparing – Presenting the order – Verification of reception – Action – Follow up –
Appraisal.
5. Suggestions : a kind of recommendations – suggestions are usually welcome – employees should be encouraged to
give suggestions.
6. Persuasion : an effort to influence the attitudes, feelings, or beliefs of others, or to influence actions based on those
attitudes feelings or beliefs.
Steps in persuasion : Analysing the situation – Preparing the receiver – Delivering the message – Prompting action.
7. Education : teaching and learning to widen knowledge as well as to improve skills – Education to management –
Education to employees – Education for the outside public.
8. Warning : a forceful means of communication which demands immediate action - Warning can be (i) General – eg.
No Smoking, No Parking, Keep Silence, etc. (ii) Specific – administered in private and after thorough investigation.
9. Raising Morale : sum of several qualities like courage, fortitude, resolution and confidence.
10. Motivation : it energizes and activates a person channelizes his behavior towards the attainment of desired goals.-
Motivation through monetary or non monetary measures.

MEDIA OF COMMUNICATION
1. Written Communication – used for the purpose of making record and evidence or proof – For eg. Letters, circulars,
memos, telegrams, reports, manuals , etc.
Merits : It is accurate and precise – It can be repeatedly referred to – It is a permanent record – It is a legal document
– It facilities the assignation of responsibilities - It has a wide access.
Limitations : It is time consuming – It is Costly – Quick clarification is not possible.

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2. Oral Communication – conversation through face to face, over telephone, broadcasts, interviews, discussions,
meetings, conferences and seminars, announcements, speeches, etc.
Merits : Saves time – Saves money – More Powerful – Immediate feedback and clarifications - Promote good
relations – More useful for problem solving.
Limitations : Not possible for distant people – unsuitable for lengthy messages – Cannot be retained for long period –
No legal validity – Greater chances of misunderstanding.
Essentials of Effective Oral Communication: Clear Pronunciation – Brevity – Precision – Conviction – Logical
sequence – Appropriate word choice – Natural voice
3. Face-to-Face Communication – giving communication directly to the receivers – body language is must.
4. Visual Communication – facial expressions and gestures, printed pictures, Charts and Tables,
graphs, diagrams, posters, slides, film strips, etc. – very effectives because it is sure and instantaneous.
5. Audio-Visual Communication – most suitable for mass publicity and mass education – eg. television
and cinema films.
6. Computer-based Communication – E-mail, voice mail, fax, video conferencing, etc
Advantages : The quickest means of communication – Space no longer a barrier to communication – Personal
meeting to video conferencing – Bulky storage and permanent record – World wide web publishing, etc
Limitations : Uncertain legal validity – Fear of undesirable leakage – The virus malady
7. Silence – it can convey very effectively such responses as disapproval, anger and indifference.

TYPES OF COMMUNICATION
(i) Downward Communication – Flows from superior to subordinates – eg. job instructions or daily work tasks given
by manager to the supervisor.
Objectives are : Give directives about some job – to explain policies and procedures – to convey assessment and
performance – to explain the rationale of the job.
(ii) Upward Communication – moves from subordinate staff to the superiors – eg. job completion reporting from
supervisor to the manager.
Importance are : Provides feedback to the superiors – releases the pent-up emotions of the subordinate staff –
Provides the superiors with useful suggestions – Makes the introduction of new schemes easier – Promotes
hormony.
(iii) Horizontal Communication – flows between people at same level (peers) – eg. discussion on bill of material with
purchase manager and finance manager.
It is important to promoting understanding and coordination among various people or departments. Eg. face to
face discussion, telephonic talk, periodical meetings, memos.
(iv) Grapevine – is an informal channel of communication – it can flow even vertically and diagonally – It follows no set
lines, nor any definite rules, but spreads, like the grapevine, in any direction, anywhere, and spreads fast.
Types : (i) Single Strand – flows like a chain; (ii) Gossip – one persons tells everybody else; (iii) Probability –
information may move from anybody to anybody; and (iv) Cluster – moves through selected groups.
Importance: Quick transmission – Supplement to other channels – Harmony and cohesiveness in the organization
– Provides feedback.
(v) Consensus – is the process of arriving at agreement through consultation – eg. political parties decisions.
Importance – Consensus decisions easy to accept – Promotes hormony, Checks conflicts and splits.

BARRIERS TO COMMUNICATION
Anything that obstructs free flow of communication is called as ‘noise’ or we may refer to it simply as a ‘barrier’ to
communication. Barriers may arise at any three levels viz. level of the transmitter, of the medium, or of the receiver.
(i) Wrong choice of medium : An unsuitable medium is one of the biggest barriers to communication.
(ii) Physical Barriers : Noise – noise in a factory, external disturbance in telecom facilities, poor writing, bad Photostat.
Time and Distance – if telecom and network facilities are not available; poor ergonomics, etc.
(iii) Semantic barriers : are obstructions causes in the process of receiving or understanding of the message during the
process on encoding and decoding ideas and words.
(iv) Different comprehension of reality – No two persons perceive reality in identical manners.
Abstracting – picking a few details and leaving out others ; every one pick different.
Slanting – giving a particular bias or slant to the reality.
Inferring – drawing inferences from observation.
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(v) Socio-psychological barriers - The meaning ascribed to a message depends upon the emotional or psychological
status of both the parties involved.
Attitudes and Opinions – we react favorably or are hostile according as the information is to our personal advantage or not.
Emotions – We can neither transmit nor receive anything correctly if our mind is agitated.
Closed mind – we hold our opinion so rigidly that we just refuse to listen.
Status-consciousness – we are over-conscious of our lower or higher rank and do not express ourselves candidly.
The source of communication – we react according to the trust we repose in the source from which the comm orginates.
Inattentiveness – unconsciously we become inattentive if the communication contains a new idea and our mind
refuses to respond to it.
Faulty transmission – Part of the message is lot in transmission.
Poor retention – oral messages in particular are lost due to poor human retention.
Unsolicited communication – we are unresponsive if the communication is unsolicited.

PRINCIPLES OF COMMUNICATION / 7 C’s OF BUSINESS COMMUNICATION

In order to make effective communication, we should follow certain scientific principles which are fundamental
importance and relevant to all media but they are most important to written communication.
1. CLARITY : the clarity makes comprehension easier.
Clarity of thought - comes from a careful consideration of the objective, content and medium of communication.
Clarity of expression – the transmitter should be careful about the meanings and organization of words to encode right.
Use simple words – for eg. demonstrate-show; compensate-pay; facilitate-help, etc.
Use single words for long phrases – eg. at all times-always; at the present time-now; for the purpose of-for; etc.
Use verbs for nouns – eg. come to conclusion-conclude; make the announcement-announce; etc.
Avoid double entry – eg. actual fact-fact; previous experience-experience; period of one week-one week; etc.
Use concrete expressions – eg. Goods are soon being dispatched-Goods will be dispatched on 1st March 2018.
Prefer active construction – eg. Your report will be discussed by a committee-A committee will discuss your report.
Avoid jorgon – Jorgon refers to the special language of a trade, profession or field of study. It creates difficulties in
understanding. For eg. We acknowledge – Thanks for your letter; Beg to say, beg to inform – avoid beg; etc
Avoid ambiguity – ambiguity mean the message can mean more than one thing.
Use short sentences – use one sentence to express only one idea – long sentences demand greater concentration.
2. COMPLETENESS : Organise the message in such a way that the receiver has no doubts about anything contained in it.
See if you have answered for all the questions if it is a reply letter.
Check for ‘5W’ questions – who, what, when where and why.
3. CONCISENESS : Be as brief as possible – Brevity in expression effectively wins the attention of the reader.
Rules- Include only relevant facts – Avoid repetition – Avoid trite and wordy expressions – Organisation of message.
4. CONSIDERATION : It implies respect for the reader’s point of view.
i. Adopt the you-attitude: when we write letters to other, they are effective and the readers respond to our letters
well only when we write their point of view. So to make our letter more effective, we must avoid I’s and we’s and
have as many you’s as possible.
For eg. (a) Thank you for your assurance that you had sufficient information …. (b) Thank you for your kind words….
ii. Avoid gender bias: using ‘he’ when a message is going to a lady will certainly cause offense.
Use words free from gender bias: eg. Chairperson instead of Chairman; Police instead of Policemen; etc.
Use slash to include both: eg. Dear Sir/Madam; Gentlemen/Ladies;
iii. Emphasize positive, pleasant facts: eg. Economical instead of Cheap; initial investment instead of Down payment.
iv. Impart integrity to your message: it involves the observance of ethical principles- sincerity and fair treatment.
5. COURTESY : it demands a considerate and friendly behavior towards others – so make your message courteous.
i. Answer the letters promptly ii. Omit irritating expressions iii. Apoligise sincerely for any omission.
iv. Thank profusely for any favours.
6. CORRECTNESS : It implies : Giving correct facts – Send your message at the correct time –Send your message in the
correct (suitable) style.

NEED OF A BUSINESS LETTER

Businessman has to exchange information of varied types with different parties. – In business we write a business letter
to maintain contact with the external world including other businessmen, customers and government departments.
Business letters can be classified as
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Official letters : Written to government or semi government bodies.
Demi Official letters : official purpose letter but addressed to a person by name.
Internal letters or memos : used inside of organization, between dept., section, levels, etc.
Form letters – correspondence of recurring or routine nature. Eg. acknowledgements, reminders, interviews, notices, etc.

FUNCTIONS OF A BUSINESS LETTER

1. Record and Reference : business letters serves as a record for future reference.
2. Making a lasting impression : it leaves a more durable impression on the receivers’ mind than an oral message.
3. Widening the approach : it can reach anywhere, it is used to widen the area of operations.
4. An authoritative proof : it is used as a legal document.
5. Building goodwill : it is used to build good will.

KINDS OF A BUSINESS LETTER

1. Enquires and replies 1. Bank correspondence 1. Circular letters
2. Orders and their execution 2. Insurance correspondence 2. Sales letters
3. Credit and status enquiries 3. Import-Export Correspondence 1. Letters to the press
4. Collection letters 4. Agency correspondence
1. Application letters 1. The correspondence of a company secretary
2. Interview letters, references, testimonials, letters of 2. Correspondence with state and central
appointment, confirmation, promotion, retrenchment, resignation. government.

ESSENTIALS OF AN EFFECTIVE BUSINESS LETTER

1. Promptness : respond to the letter the day it is received.
2. Knowledge of the subject : knowledge on past correspondence and present requirements.
3. Appropriateness : suitable tone and language of letter
4. Accuracy, Completeness and Clarity:
5. Coutesy : seeks favours politely and express our gratitude.
6. Tact : to retain the good will.
7. Persuation: winning people to your point of view.
8. Conciseness: avoid irrelevant details and unnecessary ifs and buts.
9. The ‘you’ attitude: avoid I’s and We’s and include as many you’s.
10. The positive and pleasant approach: Avoid unwelcome word like no’s and sorry’s instead use another time and I’ll try.

MECHANICAL STRUCTURE / LAYOUT / PART OF A BUSINESS LETTER

The mechanical structure of a letter constitutes the different parts of a letter that should have their customary place in it.
1. Headings: contains information relating to the name of the firm and its address.
The name of the firm – The firm’s address – The nature of the firms’ business – symbols and trade marks –
Telephone number – Fax number – Website and e-mail address – The Date – Reference
2. Inside address: contains the name and address of the firm or the individual to whom the letter is written.
Mode of address: Addressing individuals (Mr. Shri. Miss. Mrs.) – Titles of rank (Sir. Reverend, Doctor, Professor,
Padmashri. Etc.) – Addressing a limited company (The PRO, British Cargo Ltd.)
3. Salutations : the complimentary greeting with which the writer opens his letter.
Salutations commonly used are: Sir, Madam, Dear Sir, Dear Sirs, Dear Madam, Ladies/Gentlemen, Dear Mr.Raj,
4. Body of the letter: the most important part, contains the message or the information to be communicated.
Subject and reference - Sub: Dispatch of ordered goods – reg. Ref : Your order no…….Dt…….
Opening paragraph - should arrest the interest of the reader, open with expression of pleasure, gratitude, etc.
Main Paragraph – contains the subject matter of the letter – should be written correctly, accurately and fully.
Closing Paragraph – Letter ending must motivate the action.
5. Complementary Close : used merely a polite way of ending a letter. It should correspond to salutations of the letter.
Eg.1 if Salutation is ‘Respected Sir’ then the Complimentary close should “Yours faithfully, Yours obediently, etc.
Eg,2 if Salutation is ‘Dear Sir’ then the complimentary close should be ‘Yours Truly’
6. Signature: is the assent of the write to the subject-matter of the letter and is a practical necessity. It depends the
nature of the business concern.

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7. Reference Initials: It is customary to put the initials of the person dictating and person who typing the letter at the end
of the letter near the left-hand margin. For eg. JSK : NNB JSK/NNB JSK NNB JSK-NNB
8. Enclosures: the required additional papers along with the letter. For eg. price list, catalogue, order, invoice copy, etc. If
more than one enclosures are there it should be numbered one by one.

ENQUIRIES AND REPLIES

Enquiries – are used to get clarified something. In business enquiries about price, quantity, availability, favours, etc.
Solicited enquiry : enquiry made in response to the seller’s advertisement and publicity.
Unsolicited enquiry : enquiry made at the buyer’s own initiative.
Enquiry for some favour: enquiry regarding to special price, discounts, relaxation in terms of supply, etc.
Routine enquiry: enquiry made in usual course of business.
Replies – send by the suppliers based on the enquiry received. Replies usually contain prices, quotations and other terms
of sale, such as discount, credit, delivery, etc.
Replies must replace salesman – letter should arousing the reader’s interest and create the desire to buy.
Offers : An offer is general and voluntary. Like a sales letter sent to all prospective customers. (new & existing customers)
Quotation: A quotation is specific offer for sale. It is made in response to an enquiry. It includes details about the prices
of the specific goods desired, terms of payment, conditions of delivery, etc.
Firm offer: An offer in which the seller undertakes to accept an order, at the price name and on the conditions stated
only within a specified time.
Offer without engagement: Offer in which the seller is not bound by the price and conditions stated by him.

ORDERS AND THEIR EXECUTION

The quotations are the ‘offer’ made by the seller and the order by the buyers are the ‘acceptance of the offer’.
Order form or order blanks generally used to place orders.
Order form includes all relevant instructions about time allowed for execution of the order, about packing, insurance and
transportation and about terms of payment.
Execution of orders begins after acknowledging the received order from the buyer.
Acknowledgement of an order is a legal acceptance of all the points mentioned in the order. Hence the order must be
read carefully before accepting and acknowledging it.
Defective Orders – sometimes sellers orders with incomplete information. It cannot be executed. Write back to the
customer asking for exact specifications before executing the order.
Delay in Execution – seller may find it difficult to execute the order promptly or within the period specified by the buyer.
Delay in Execution – due to some of the situations like out of stock, difficulties in receiving of materials, non availability
of materials or delay is supply of materials from supplier’s side, machinery breakdown, strikes or lock-out, power and
energy problems in the production unit, etc. may find difficulties to execute the order promptly planned or promised
time. Here the supplier prepares a delay in execution communication to their customers with valuable reasons.
Inability to Execute Orders – In the situation like the price mentioned in the order are less than quotations, the number
of quantities in the order it may be too low or large, tight schedule of delivery with already accepted orders, production
difficulties, the methods of the payment, the unhappy business traits of the customer who gave the order, etc. a supplier
may refuse the received order. Here the supplier prepares inability to execute the order with valid reasons to express his
inability to execute the given order.
Substitutes and Counter Offers – If goods ordered are out of stock, difficult in production for the given specifications in
the order, sudden increase of price of the raw materials, the seller may choose the other alternate with available
substitutes from the supplier’s side.

CREDIT AND STATUS ENQUIRIES

Credit is a means through which goods can be bought and sold without cash payment.
Before allowing credit, the Credit department must collect informations about 4 C’s.
1. His Character – industry, honesty, reputation, reliability, trustworthiness, moral conduct, etc
2. His Capacity – business acumen, judgment, experience, resourcefulness.
3. His Capital – value of tangible and intangible assets, market value, ratio between assets and liabilities.
4. His Condition – the macro view of his business.
Trade Reference – the names of the business firms that can submit a report on a customer’s particularly about 4 C’s.
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Bank Reference – the name of the credit-applicant’s banker who can supply all necessary information about him to the
trader.

COMPLAINTS AND ADJUSTMENTS

Complaints are made against to the deviations (mistakes) of specification in execution of an order or quotation.
Major sources of mistakes are incomplete or defective order, mistakes in price or related services, differences in goods
specifications, defective packing, damages in transit, delay in delivery, etc.
Every complaint received by a trader is an opportunity to make a friend as well as an opportunity to save a customer.

COLLECTION LETTERS
Collection letters are used to collect the due from the customers who are made credit purchases or transactions.
Collection department is responsible for the due collection and they have system must aim at prompt collection
at a minimum of incidental expenses, making best possible efforts to retain the customers.
Collection letters usually written in a series of six different stages based on the credit risk whether it is poor or good in
six months span.
1. Sending statement of account –it is just a notification with statement of account which must be send periodically.
2. Reminders – if the customer not made the payment within the specified date a remainder will be sent to the
customer to remember about the due. Strong remainder sometimes used based on the credit risk
3. Enquiry and discussion – if there is no response for remainders from the customer then enquiry and discussion
will be made by the suppliers.
4. Appeal and Urgency – if there is no any response from the customers even after continuous remainders and
enquiry, it is necessary for an urgent action to realize the dues.
5. Demand and Warning – still there is no response from the particular customer, demand the due by giving
warning notice legally with a definite time, usually not more than 7 days.
Debtors’ Explanation : sometimes due to some unavoidable reasons, such as illness, unemployment, slack business, etc a
debtor may have postpone payments. The same should be written to the supplier with definite promise for payment.
Replies to Debtor’s Explanation – It is necessary for the creditor to reply to the debtor’s explanation whether he may go
probably favour to collect the dues.

CIRCULAR LETTERS
It is used to communicate some message to a large number of people (Customers, suppliers, subordinates, etc).
Letters that circulate the same message which written in an attractive style, and appropriate tone prove quite effective.
Circular letters object to obtain publicity for a cause, a campaign, or merchandise.
Situation that need circular letters:
1. Opening of a new shop or a branch or expansion of the firm; 2. Change in address or premises;
3. Introducing new product; 4. Obtaining an agency; 5. Price reduction and clearance sales;
6. Admission of a partner; 7. Retirement or death of a partner; 8. Change in the constitution of the firm

SALES LETTERS
- Businessman finds to easy to sell his goods.
- The art of salesmanship is needed in every business activity to improve the sales of the firm.
- Sales letter is just a part of publicity and advertisement.
Objectives of Sales Letter:
1. Promoting the sale of a product. 2. Widens the market. 3. Keeps the customers constantly in touch
4. Educate the customer in selecting the right product. 5. Creates and maintain goodwill among the customers
6. Introduces new good in the market more effectively, quickly at a lower cost.
3 P’s in Sales Letter
1. Prospect – Identifying the potential customer and understanding customer required.
2. Product – perfect knowledge about product or services.
3. Proposition – the offer of items like prices, documents, warranty, guarantee, performance, repairs services, etc.
Functions of a Sales Letter
1. Attracting attention 2. Arousing attention 3. Educating and convincing
4. Stimulating desire; and 5. Securing action

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BANK CORRESPONDENCE
(I) Correspondence with customers : 1. Opening of Bank Account – Current and Savings Account
2. Stop payment for cheque and reply 3. Overdraft request and Overdrawn information to customers
4. Dishonouring of cheque and reply 5. Request and reply regarding to Credit
(II) Correspondence with Head Office : 1. Letter related to general administration of the bank
2. Proposals for advances and overdraft facilities 3. Branch development communication
4. Letters concerning the staff for their promotions, transfers, dismissals, etc.
(III) Correspondence between inter departments – Loans department, Shares Department, Accounts department,
Foreign Exchange (Forex) department, Personnel Department, etc.
(IV) Correspondence with other banks and insurance companies – for the services regarding to status enquiries, letters
of credit, acceptance of bills on behalf of customers, negotiating bills, etc.

INSURANCE CORRESPONDENCE
Insurance is a device by which losses suffered by a few are shared by many others.
Insurance covers the losses caused by the risks and uncertainties. i.e. it covers various types of risks in the business,
human life and also properties or assets both movable and immovable.
Types of Insurance:
1. Life Insurance : It is availed of to help oneself and one’s family when the ability to earn is compromised or when
policy holder is deceased. Life insurance may be classified into endowment plan, total life plan, term plan, Unit
linked insurance plan (ULIP) and money back plan.
2. Fire Insurance : insurer takes to indemnify the insured against loss of damage to property due to fire during
certain period.
3. Marine Insurance : insurer taken to indemnify the insured against the loss or damage of goods in transit through
marine.

AGENCY CORRESPONDENCE
An agent is any person who has been legally empowered to act on behalf of another person.
Agents are employed to represent their client in negotiations or dealings with third parties.
Agents generally handle goods of a number of manufactures.
Agents are paid commission on the goods handled by them.
The rate of commission depends on the facilities offered by the agents like show room, publicity, guarantee, etc.
Each agent is also allotted a fixed territory within which he has to operate.

CORRESPONDENCE OF A COMPANY SECRETARY

The company secretary is responsible for the efficient administration of a company, particularly with regard to ensuring
compliance with statutory and regulatory requirements and for ensuring that decisions of the board of directors are
implemented.
Functions of a company secretary:
1. Act as a vital link between the Company, Board of Directors, Shareholders, and Govt and other regulating agencies.
2. Fully associated with the formulation of long range and short term corporate policies and programmes.
3. Involved in the important task of raising funds through public issues, private placement, public deposits, etc.
4. Looks after the secretarial functions, filling various company returns, correspondence with directors, shareholders etc.
5. Act as corporate development planner, responsible for identifying opportunities for expansion, diversification, etc.
Correspondence with Directors: Sending notices of Board meeting and the reports of the proceedings – preparing and
sending periodical reports – Corresponds with the directors on special occasions.
Correspondence with Shareholders: most of the correspondence are in the circular form – notice of meeting, agenda
reports of the general meetings, Director’s Report, Letters offering shares, making calls on shares, sending dividend
warrants, etc.
Further correspondence with others like Registrar of Companies, Auditors, Bankers, Government Officials and the public.

OFFICE MEMORANDUM (MEMO) – A memo is used for internal communication between executives and subordinates or
between the officers of the same level.

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OFFICE ORDERS – orders suggests acceptance or compliance. It is a tool of downward communication; it travels from the
higher officials to the subordinates. It related to posting, promotion, suspension, terminations of services, granting or
withholding increments, disciplinary proceedings, etc.
OFFICE CIRCULARS – meant to convey the same information to a large number of people. It is general nature and not
confidential. Circulars are usually put on the notice board.

APPLICATION LETTERS: Application letters are written when someone needs a job.
Types of Application Letters: (1) Solicited application letters – written in response to advertisement.
(2) Unsolicited application letter – written at the writer’s initiative.
The ‘You’ attitude – The applicant is required to write ‘what I am’ and ‘what I have’, but he is required to given these
details from the employer’s point of view. Particularly about Academic qualification, Experience, special knowledge, etc
Contents of an Application Letter: 1. The writers’ address 2. The inside address 3. The salutation 4. The opening
paragraph 5.The middle paragraph 6.The concluding paragraph 7.Complimetary close and signature 8.Enclosures
Application Blanks – organizations have their own prescribed application forms which contains varied questions to be
answered by the applicant.

INTERVIEW LETTERS
A general interview is conducted for the selection of suitable candidates.
Interview – suggests a meeting between two persons for the purpose of getting a view of each other or for know each
other. It is a situation in which an employer tries to size up an applicant for a job.
Interview letters is the communication drafted by the company to the candidate(s) about the conduction of interview.
Interview letters usually includes time, date and place of interview, the name of the authority before whom the
candidate has to appear, ask to produce certificates and testimonials, whether entitled to any T.A or D.A.
References – a referee is a person who is ready to vouch for another. Usually references are responsible member of the
society, head of the institutions or higher officials of the organizations, etc. It is related to specific case mostly.
Testimonials – a testimonials is a certificate testifying a character and qualifications of the person in whose favour it is
used. It can be repetitively used with a number of applications.
Interview techniques:
1. Screening – shortlisting the suitable applicants among the total applicant for the job.
2. Random appearance – judge a man by his personal appearance.
3. Tests – conducting oral or written to judge the candidate’s intelligence, general knowledge, proficiency in
language, etc.
4. Experience – employers’ believe that practical experience is more important than paper qualifications.
5. Under-stress Interview – to ascertain how a candidate will acquit himself under conditions of exceptional stress
and strain.
Types of Interview
1. Selection Interview – to select suitable candidates for the particular job.
2. Appraisal interview – usually held once a year to assess the performance of employees.
3. Grievance interview – to learn about employees’ grievances or complaints.
4. Exit interview –when employees they are leaving the company either on their own or through dismissal.
5. Reprimand interview – reprimand is a form of disciplinary action likely to be resented by the emplolyees.

SPEECHES
Managers, businessmen and industrialists are often required to make speeches at company meetings, inaugurations,
seminars and discussions. It needs considerable skill to prepare a speech and make it effectively before a gathering.
Characteristics of a Good Speech
1. It is clear 2. It is like an informal talk 3. It is vivid and concrete
4. It is brief 5. It is interesting 6. It is audience-oriented
Profile of a Good Speaker
1. A good speaker is lively, interested, enthusiastic, vital. 2. A good speaker is earnest
3. A good speaker has sense of leadership 4. A good speaker tries to be balanced, sane.
5. A good speaker keeps his sense of humour.
6. A good speaker has a sense of responsibility to his listeners, to the subject, and others on the programme

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REPORT WRITING
According to C.A.Brown “A report is a communication from someone who has some information to someone who wants
to use that information”.
Types of Business Reports
1. On the basis of legal formalities:
Informal reports – usually in the form of a person-to-person communication in the form of letter or a memo.
Formal reports – presented according to a established procedure to a prescribed authority.
2. On the basis of frequency of issue:
Periodic or Routine reports – prepared and presented at regular prescribed intervals in the usual routine of business.
For eg. annual report, monthy, quarterly, half-yearly, weekly, bi weekly, daily, etc.
Special reports – related to single occasion or situation. Eg. Market report after the launch of new products.
3. On the basis of function:
Informative report – merely presents facts pertinent to an issue or a situation
Analytical/Interpretative/Investigative Report – it analyses the facts, draws conclusion and makes recommendations.
4. On the basis of the nature of the subject:
Problem-determining report – try to determine the cause underlying problem.
Fact-finding report – to identify a exact reason for a problem
Performance report – assess and give reports about the performance of employees or machinery.
Technical report – specialized report about some of the technical matters or ideas.
5. On the basis of the number of persons entrusted:
Reports by individuals Reports by committees or sub-committees
Characteristics of a Good Report
1. Precision 2. Accuracy of Facts 3.Relevance 4.Reader-orientation 5.Objectivity of recommendations
6. Simple and unambiguous language 7. Clarity 8.Brevity 9.Grammatical Accuracy

Organisation of a Report
Report can be organized in (i) Letter form; (ii) Memorandum form; (iii) Letter-text combination form
In the letter-text combination form of report, there are three major parts:
1. Introductory parts : Letter of transmittal or letter of presentation - Title page - Table of contents -
List of Illustration – Abstract / Summary / Synopsis
2. Body of the report: Introduction - Discussion or description - Conclusions - Recommendations
3. Addenda : List or references - Bibliography - Glossary - Appendices - Index

AGENDA - Agenda is a document that outlines the contents of a forthcoming meeting. It is usually sent along with the
notice of the meeting.
MINUTES – Minutes are the official record of the proceedings of a meeting. Once minutes are approved and signed, even
a court of low accepts them as evidence of the proceedings.

EBC QUESTION PAPER (APRIL 2017)

Section – B
1. Write the functions of a business letter.
2. List out the various objectives of communication.
3. What are the points to be considered while drafting replies to defective orders?
4. What are the points to be considered while writing business enquiry letter?
5. What are the advantages of sales letters?
6. What fact would you include in your application for an agency?
7. What are the various stages involved in an interview?
8. List out any five qualities of an effective interviewer?
9. What are banking letters?
10. What is surrender value?

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Section – C
11. Describe the parts of a business letter.
12. What are the barriers to communication? Explain.
13. Draft a complaint letter stating the damage of goods in transit.
14. What are the points to be considered while drafting an enquiry letter?
15. Describe the business correspondence between tour operator and travel agent.
16. Discuss the various types of communication followed by travel agency.
17. In the capacity of a branch manager, write a letter to the regional office of a bank recommending loan to a customer.
18. What is the role of E-mail and satellite communication in travel agency?
19. What are the suggestions to become an effective interviewer?
20. Explain the function of interviewer.

EBC QUESTION PAPER (APRIL 2016)

Section – B

1. Define communication.
2. What is E-mail?
3. Why trade enquiry in made?
4. Comment on conciliation letters.
5. To whom overdraft may be sanctioned?
6. Write a note on ‘Surrender Value’.
7. Make a brief note on agenda.
8. Who is a company secretary?
9. Justify the need for stress interview?
10. Is public speech an art? How?

Section – C
11. Explain any four essentials of effective business letter.
12. Indicate the importance of communication.
13. Draft a letter placing an order for the supply of electrical goods.
14. Write a circular letter announcing the opening of new branch.
15. Make a requisition letter to your bankers stop payment to a stolen cheques.
16. Advice your customer through a letter to remit the premium promptly.
17. Write note on (i) Agenda (ii) Minutes
18. Describe the importance of secretarial correspondence.
19. Make an application for the post of clerks in a bank.
20. Classify interviews and explain.

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 1. Draft a complaint letter stating the damage of goods in transit. (April 2017)

GKD & Bros.

General Merchants
District Market, Coimbatore.
27th April 2018
The Manager
Deva Ghee and Oil Products (P) Ltd.
West Mambalam,
Chennai.

Dear Sir,
Your shipment (carried the number GKD/100G) of 100 tins of Cow Ghee arrived today in a heavily damaged condition.
About 12 tins are dented and out of shape and punctured with their contents having partly leaked out.
We reported the damage to our forwarding agents but they have disclaimed all responsibility, saying that the damage
caused by poor packing materials.
Therefore, we request you to rush replacement of the same or please take necessary steps to collect compensation
for the damage from your forwarding agent.

Yours faithfully
GKD & Bros.

2. In the capacity of a branch manager, write a letter to the regional office of a bank recommending loan to a
customer. (April 2017)
Lakshmi Vilas Bank
Regd. Office : Lakshmi Buildings,
Ulsoor Road, Bangalore.
27th April 2018
The Director
Loan Committee
Administrative Office
Hyderabad.

Dear Sir
Re: Sanction for loan
I am enclosing an application for a loan of Rs.5000000 submitted by Royal Textiles Manufacturers (P) Ltd, for your
favourable consideration.
The company is an old valuable customer of this bank and has also introduced to us many sound accounts. They
are now engaged in the expansion of production unit with latest machineries.
In recommending the loan I am guided by (i) the company’s current account with us is being maintained very
satisfactorily; (ii) the company has a promising future in the export market, further (iii) The assets of the company have a
high value in the market.
In view of the facts stated above, I can confidently recommend them a loan of Rs.5000000 and I request the
Loans committee to give a favourable consideration to the company’s request.

Yours faithfully
______

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 3. Write a circular letter announcing the opening of new branch. (April 2016)
THE ROYAL HERITAGE JEWELLERS
No.708, 100 Feet Road,
Coimbatore.
Dear Sir 26.04.2018
Grand Opening of our New Branch
In the last five years we have grown – with your patronage and cooperation – so much that our existed showroom
became too small for us. Many time it was so crowded in the showroom, now we are going to open our new showroom
here in Avinashi Road of the Coimbatore city. The Details as follows:
Exact Venue : No.2689, Avinashi Road, Near Lakshmi Mills Junction, Coimbatore.
Date & Time : 1St May 2018, When Your Clock Shows 10.30 am
The new branch provides the new lines of products and varieties of latest designs. The window displays are so attractive
to select the best one for any kind of occasion especially wedding. The location is easily approachable and you have easy
valet parking facilities. From 1st May 2018 to 10th May 2018 we offers varieties of discount offers about 50% in making
charges and wastages and any purchases of Rs.25000 and above entitled for a free gift voucher of Rs.1000.
You know that we are committed to offering our clients the very best

4. Make a requisition letter to your bankers stop payment to a stolen cheques. (April 2016)
From 27.04.2018
_________
No.16, Cheran Nagar, Kuniamuthur, Coimbatore.

To
The Manager
Indian Bank, Kuniamuthur.

Dear Sir
Re : Ch. No. 567899 of 25.04.2018 for Rs.7500
Please suspend payment of the cheque referred to above drawn by me in favour of ‘self’ as it appears to have been lost.
Since it happens to be a bearer cheque, I have to request you to take immediate steps to ensure that, if presented for
payment, it is duly dishonoured.
Kindly Confirm.

Yours Sincerely
______

5. Give a banks’ reply for the stop payment of a cheque to the customer.

INDIAN BANK
KUNIAMUTHUR
28.04.2018
Dear Sir
Rs: Cheque No.567899 of 25.04.2018 for Rs.7500
We have noted your instructions dated 27.04.2018 for ‘Stop Payment’ of cheque no. 567899 dated 25.04.2018 for
Rs.7500 drawn in fabour of ‘self’.
WE confirm that the cheque has not been presented in clearing so far and in case it is presented, we shall return it with
the reason ‘payment stopped by drawer’ marked on it.
The handling charges for the same for Rs.50 have been debited to your Saving Bank Account no. 852976

The Manager

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 6. Advice your customer through a letter to remit the premium promptly. (April 2016)
FIVE STAR INSURANCE
CHENNAI
To 27.04.2018
Mr. ________
45, Gupta Street,
Coimbatore.

Dear Customer
Re: Insurance Policy No.1234589 dt. 12.06.2010
For the past six years you have paid the premiums for the above said insurance policy so prompt. But from 2017
your remittance of premium is not so prompt and further we have not received your Dec 2017 premium payment.
Please be aware that the grace period for your policy ends on 1st June 2018. You have been a valued customer of
Five Star Insurance for over six years and have benefited from low premiums and comprehensive coverage.
The delayed payment will affect the value of the accumulation of bonus and also the rider benefits. So we
request you to kindly remit the premium promptly to avoid cancellation or lapse of your policy. We want to continue
serving your insurance needs very pleasantly.

The Manager

7. Make out an application for the post of Junior Assistant in a Corporate Office, enclosing a bio-data.
From
------------------------
No.986, Raja Street,
Coimbatore.

To
The HR Manager
Bellington Corporation
Bennerkatta
Bangalore.

Respected Sir
Sub : Application submitted for the post of Junior Assistant – Reg.
Ref : Your Advertisement in The Hindu Dt.14.04.2018
I request you to consider my qualifications and internship experience for the post of ‘Junior Assistant’ in your company as
advertised in the above cited reference.
The enclosed bio-data gives you details about my academic achievements and experience and interest in extra curricular
activities. I hope my qualifications will suit your requirements and I await an interview soon.
Thanking You,
Place: Coimbatore Yours faithfully
Date : 16.04.2018 _______
**** Prepare the Bio-Data as we discussed already

8. Draft a letter placing an order for the supply of electrical goods. (April 2016)
SIVARAM & ASSOCIATES
No.70 Saibacolony,
Coimbatore.
The Sales Manager 21.04.2018
SouthIndia Electricals
Chennai.
Dear Sir
Re : Your Quotations of 10th April 2018
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 Thank you for your quotations and catalogue. We are glad to place our order with you for the electrical goods. We
are very much satisfied with the price and terms mentioned in the quotation. Further we are sure that you will get
regular orders from us.
You will find enclosed with this letter our order No.ELC/5698…. which we hope you will be able to execute promptly.
The good are needed very urgently to start our new project in the month June.
We reserve the right to reject the goods if received late. Hence we look forward to getting prompt delivery.
Yours Sincerely

Purchase Manager

9. Prepare an inability to execute an order to your customer.

VADILAL MANUFACTURES
No. 16/48, Ram Nagar
Coimbatore.
Dear Sir 21.04.2018
st
Many thanks for your order No.EBC86/4 of 21 April 2018, for 10000 boxes of 1 lt Paints in 12 different colours to deliver
before 25.04.2018. Your interest in the goods supplied by us is a source of great encouragement to us.
However, we are sorry that we cannot accept your order because the transport workers in South India host strike for the
past two weeks. Some of the negotiation going between the workers’ union and government. But still there is no any
information regarding when they conclude their strike.
We apologize for this unfortunate inability and assure you that we are doing our best to dispatch the materials at the
possible earliest when the strike come to an end. We look forward a favourable reply from your side.
Thanking you
Sales Manager

10. Draft a letter enquiring about the surrender value of a policy.

From
_______
56, DM Colony,
Someshwar.

To
The Manager
Life Insurance Corporation of India
Veludha,
Hyderabad.
Dear Sir
Re : Life Insurance Policy No.789456
Since a continuous lay off in our company I find it difficult to pay the overdue premium on my above policy.
Unfortunately, I don’t expect an early improvement in my situation. So it may not be possible for me to pay the
further premium also.
I now wish to discontinue my policy and I shall be thankful if you kindly write to me the present surrender value of my
life insurance policy and the procedure to obtain it.
Yours faithfully
_______

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