BIN-110 BUSINESS COMUNICATION

BBA FIRST YEAR SECOND SEMESTER

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Discuss four basic goals of business communica on.

Business communica on has four goals:

(a) receiver understanding—the receiver understands the message as the sender intended it to be
understood;

(b) receiver response—the receiver demonstrates his or her understanding of a message by pro viding an
appropriate response;

(c) favorable rela onship—the people involved in the process relate to each other posi vely, personally,
and professionally; and

(d) organiza onal goodwill—the receiver has confidence in the sender’s organiza on and is willing to
con nue the business rela onship.

What are the rules to select prac cal and ethical choices in office poli cs according to Rebecca Luhn
Wolfe?

Rebecca Luhn Wolfe, author of Office Poli cs: Posi ve Results from Fair Prac ces, who advocates
prac cal, ethical choices based on five rules:

1. Understand your corporate culture. Follow policy unless you are in a posi on to change it.

2. Know when to hold and when to fold. Each is appropriate depending on the situa on; be flexible.

3. Believe in win-win situa ons. Being able to nego ate a solu on can help you survive.

4. Play fair. Respect yourself and others.

5. Think first, act later. Results will be be er if based on reason rather than emo on.

For maintaining "You Viewpoint" which four areas of receiver (s) need to be analyzed?

To maintain the "You Viewpoint" in communication, you need to analyze the receiver(s) in four areas:

1. Knowledge: This includes understanding the receiver's education level, work experience,
familiarity with the topic, and prior interactions with you or your organization. Questions to
consider:
o What is the receiver’s highest level of education?
o Does the receiver have education specifically related to the topic of the message?
o How much work experience does the receiver have?
o How much of the receiver’s work experience relates to the specific topic of the
message?
o Does the receiver have prior experience interacting with you or your organization?
2. Interests: Analyze the receiver's concerns, needs, and motives. Understand what the receiver
seeks to achieve or the outcomes they desire. Questions to consider:
o What are the receiver’s concerns and needs?
o Does the receiver have a particular motive or seek a particular outcome?
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3. Attitudes: Examine the receiver's values, beliefs, biases, and viewpoints. Consider what will
make a positive or negative impression and what ideas will effectively communicate with them.
Questions to consider:
o What values, beliefs, biases, and viewpoints does the receiver have?
o What words or symbols will make a positive or negative impression on the receiver?
o What ideas can be used effectively to communicate with this receiver?
4. Emotional Reaction: Anticipate the receiver's emotional reaction to the message. Determine if
the message will make the receiver happy, angry, or leave them unaffected. Consider the
emotional impact to tailor your approach accordingly.

By analyzing these areas, you can effectively maintain the "You Viewpoint" and enhance your
communication's relevance and effectiveness.

Explain how cultural differences affect business communication. Identify cultural barriers to
communication.

Cultural differences can significantly impact business communication, sometimes leading to

misunderstandings, tension, or even missed opportunities. Here's how:

Communication Styles: Directness: In some cultures, direct and assertive communication is valued,
while others prefer a more indirect and nuanced approach. A blunt message in one culture might be
seen as rude in another.

Formality: Levels of formality can vary. Some cultures prioritize titles and hierarchical structures,
requiring formal greetings and language. Others have a more casual approach.

Non-verbal Communication: Body Language: A thumbs-up might be a positive sign in one culture but an
insult in another. Understanding gestures and facial expressions within the context of a specific culture
is crucial.

Personal Space: Cultures have different comfort zones regarding physical proximity. Someone standing
too close in a business meeting might be seen as aggressive in some cultures.

Other factors:

Decision-Making: In some cultures, decisions are made quickly by individuals, while others involve
extensive consultation and group consensus.

Time Perception: Some cultures have a stricter concept of time, while others are more flexible with
deadlines.

Communica on Barriers

Cultural rela vism and ethnocentrism: Cultural rela vism means judging cultural values and behaviors,
usually against your own standards; ethnocentrism is the belief that your own culture is superior.
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Lack of knowledge and understanding of cultures: We shouldn't think everyone in a culture is the same
because that's not true. Stereotypes happen when people don't know enough about different cultures.
Descrip ons of cultures are just general ideas. To really understand a culture, we need to see that people
in the same culture can be different and that their culture influences how they act and talk.

Discrimina on and harassment: Discrimina on is showing favori sm toward or prejudicial rejec on of

people because of differences. In the United States, laws prohibit employment discrimina on against
persons in protected groups, including race, gender, age, religion, na onal origin, and disability.
Discriminatory prac ces include failing to hire or promote individuals from a protected group, making
arbitrary or capricious decisions that adversely affect their employment, or failing to treat them with the
same dignity and respect reasonably afforded to any human being.

Language: Language differences can be a communica on barrier. Words may have different meanings
and connota ons in different countries. Corpora ons respect local languages, and their websites may be
in more than one language. English is the language of business, but globaliza on of English brings
language varia ons. Sentence structures differ among languages. Nonverbal signals have different
meanings in different cultures.

Describe key strategies for effec ve global business communica on.

The goal for effective global communication is to achieve business communication that elicits the
desired response. This entails possessing the ability to communicate comfortably and naturally with
individuals from diverse cultural backgrounds. It also involves maintaining openness to listening and
learning, being flexible, and adapting to varying cultural contexts. Effective global communication
necessitates understanding and respecting differences while also identifying and overcoming potential
communication barriers. Although the fundamental communication principles remain consistent, the
primary distinction between business communication within a single country and global communication
lies in acquiring and adjusting to the cultural nuances, behaviors, expectations, and languages inherent
in the communication context. To become an effective global communicator, one should implement the
following strategies:

 Review business communication principles.

 Analyze the message receiver.
 Maintain openness and acceptance toward other cultures.
 Learn about different cultures and apply acquired knowledge.
 Consider language requirements.

Discuss communication as a two-way process of exchange of information.

Communica on is o en described as a two-way process involving the exchange of informa on between

a sender and a receiver. Here’s a discussion on this concept:

Sender’s role: In the communica on process the sender ini ates the message. The sender may be a
writer, a speaker, or one who simply gestures. The sender’s role in the communica on process includes
(a) selec ng the type of message,

(b) analyzing the receiver,

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(c) using the you–viewpoint,

(d) encouraging feedback, and

(e) removing communica on barriers.

Receiver’s role: The receiver is the listener, reader, or observer in the communica on process. The
receiver’s role includes

(a) listening or reading carefully,

(b) being open to different types of senders and to new ideas,

(c) making notes when necessary,

(d) providing appropriate feedback to the sender, and

(e) asking ques ons to clarify the message.

What is noise? Elaborate the elements of noise encountered by the receiver. How can they be
minimized?

In communication, noise refers to any interference that disrupts the message traveling from sender to
receiver. It can distort, block, or otherwise hinder the intended meaning, leading to misunderstandings
and ineffective communication. Here's a breakdown of the elements of noise encountered by the
receiver and how to minimize them:

Elements of Noise:

 Environmental Noise: Distractions from the external environment include loud sounds (traffic,
machinery), uncomfortable temperatures, or poor lighting.
 Physiological Noise: The receiver's own physical state can create noise. Factors like fatigue,
illness, or hunger can make it difficult to focus on the message.
 Psychological Noise: The receiver's mental state can also be a source of noise. Stress, anxiety,
worry, or emotional biases can cloud judgment and affect how they interpret the message.
 Semantic Noise: This noise arises from issues with the message itself, such as:
o Jargon or technical language: Unfamiliar words or overly technical terms can confuse
the receiver.
o Ambiguity: Unclear or vague language can lead to multiple interpretations.
o Cultural references: Jokes or references specific to a particular culture might be missed
by someone from outside that culture.
 Non-verbal Noise: Mismatched nonverbal cues like fidgeting, yawning, or an unfriendly tone can
contradict the verbal message and create confusion.

Minimizing Noise:

 Sender Strategies:
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o Be mindful of the environment: Choose a quiet, comfortable setting for

communication.
o Use clear and concise language: Avoid jargon and complex sentence structures.
o Consider your audience: Tailor your language and message to the receiver's background
knowledge and cultural context.
o Use effective non-verbal communication: Maintain eye contact, use positive body
language, and project a confident tone.
 Receiver Strategies:
o Practice active listening: Pay close attention to both verbal and nonverbal cues, and ask
clarifying questions if needed.
o Minimize distractions: Turn off notifications, silence your phone, and find a quiet place
to focus on the message.
o Be aware of your own biases: Acknowledge your own emotional state and cultural
background to avoid misinterpretations.

By being aware of these elements of noise and employing these strategies, both senders and receivers
can work together to minimize distractions and ensure clear, effective communication.

Show how feedback act as an essential element in the communication process.

"Feedback is an important component of communication." Explain

Feedback is a crucial element in the communication process as it serves several important functions that
enhance understanding, clarify intentions, and improve the effectiveness of communication exchanges.
Here’s how feedback acts as an essential element in the communication process:

1. Confirmation of understanding: Feedback verifies comprehension of the message.

2. Correction of misunderstandings: Feedback identifies and corrects any misinterpretations.
3. Adjustment of message delivery: Feedback prompts modification of communication approach
based on receiver response.
4. Improvement of communication skills: Feedback offers insights to enhance both sender and
receiver communication abilities.
5. Reinforcement of relationship: Feedback fosters trust and openness, strengthening the
connection between communicators.
6. Encouragement of active listening: Feedback prompts active engagement with the message,
promoting mutual understanding.
7. Real-time adjustment: Feedback allows for immediate refinement of the message, ensuring
effective communication.

Explain the communication process.

Communica on occurs in an environment that includes the sender, the message, the receiver, feedback,
and communica on barriers. In the workplace, the organiza on’s culture influences the communica on
environment and determines the nature and extent of office poli cs. For the communica on process to
succeed, the sender must analyze the receiver and then design a message that reflects what was learned
through that analysis. The message should focus on the receiver’s interests, encourage feedback, and
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eliminate or minimize communica on barriers. The receiver must listen or read carefully and be open to
senders and to their ideas; making notes, asking ques ons, and providing feedback are also part of the
receiver’s role in the process.

What techniques can the sender of a message use to ensure that serial communication are accurate?

In serial communica on, messages are usually changed—some mes drama cally—as they are sent from
one member of the chain to another. Because each sender may omit, modify, or add details to the
message as he or she relays it, special precau ons are necessary. Four techniques will assist in
maintaining the accuracy of and achieving understanding with serial communica on: Senders should
• Keep the message simple
• Request feedback Receivers should
• Take notes
• Repeat the message
Although serial communica on is typically oral, e-mail has increased its presence in wri en form. The
ability to forward messages without paraphrasing them minimizes or eliminates the distor on customary
in oral serial messages. This advantage is lost, however, when those who receive the message add to or
comment on it before passing it along.

Identify communication barriers and describe ways to remove them.

Communica on Barriers

Cultural rela vism and ethnocentrism: Cultural rela vism means judging cultural values and behaviors,
usually against your own standards; ethnocentrism is the belief that your own culture is superior.

Lack of knowledge and understanding of cultures: We shouldn't think everyone in a culture is the same
because that's not true. Stereotypes happen when people don't know enough about different cultures.
Descrip ons of cultures are just general ideas. To really understand a culture, we need to see that people
in the same culture can be different and that their culture influences how they act and talk.

Discrimina on and harassment: Discrimina on is showing favori sm toward or prejudicial rejec on of

people because of differences. In the United States, laws prohibit employment discrimina on against
persons in protected groups, including race, gender, age, religion, na onal origin, and disability.
Discriminatory prac ces include failing to hire or promote individuals from a protected group, making
arbitrary or capricious decisions that adversely affect their employment, or failing to treat them with the
same dignity and respect reasonably afforded to any human being.

Language: Language differences can be a communica on barrier. Words may have different meanings
and connota ons in different countries. Corpora ons respect local languages, and their websites may be
in more than one language. English is the language of business, but globaliza on of English brings
language varia ons. Sentence structures differ among languages. Nonverbal signals have different
meanings in different cultures.

Ways to remove them:

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Understand your own culture: Improve communica on by understanding how your culture shapes your
beliefs, values, and behavior. Recognize that your cultural background influences how you think and
communicate. Consider how your beliefs and behaviors might differ if you were born a different gender,
race, or from another country like India, Russia, or Japan.
Keep an open mind and respect diversity: Learn about other cultures without judging them based on
your own biases. Understand that cultural values influence beliefs and behaviors, and recognizing this
helps in effec ve communica on. Avoid stereotypes that generalize all individuals from a par cular
culture. Knowing someone's cultural background is just a star ng point; understanding their interests,
needs, and values is essen al.

Iden fy and adapt to language differences: When communica ng with people from different cultures,
learn about their verbal and nonverbal communica on differences, such as facial expressions and hand
gestures. Avoid offensive nonverbal signals and adjust language to avoid causing offense. Be sensi ve to
others' beliefs, but also don't overreact if the intent is good. English is widely spoken globally, with many
non-na ve speakers. Respect language varia ons and understand that second language usage may differ
from na ve speakers.

Discuss the elements that create clear, concise, and effective sentences. Explain how a dictionary and a
thesaurus can help you be a more effective communicator.

Clear, concise, and effec ve sentences are essen al for successful communica on. Here are the
elements that contribute to achieving these quali es:

Principle 1: Compose Clear Sentence: Use short, clear sentences; ac ve voice; and appropriate
emphasis. Clear sentences have understandable, precise, strong, and posi ve words. Clear sentences
have unity. Place related words together in sentences. Clear sentences are gramma cally correct.

Principle 2: Use Short Sentences: Use short sentences. They are understandable. Vary sentence length
for interest. Compose short sentences by omi ng unnecessary words. Limit content to achieve short
sentences.

Principle 3: Prefer Ac ve Voice in Sentences: Ac ve voice is clear, concise, and forceful. Passive voice can
be used to add variety or to de-emphasize ideas.

Principle 4: Give Sentences Appropriate Emphasis: Use sentence design to emphasize important ideas.
Short sentences emphasize; long sentences de-emphasize. The beginning and ending emphasize; the
middle de-emphasize. Independent clauses emphasize; dependent clauses de-emphasize. Ideas share
emphasis in a compound sentence. Emphasize ideas by repea ng key words. Tell the receiver what is
important or unimportant. Specific words emphasize; general words de-emphasize. Emphasize ideas
with punctua on and lists. Emphasize with underlining, type size and font, color, or other means.

A dic onary helps you choose correct words. Similar words are confusing and, therefore, at mes are
misused. Examples of such words are effect and affect, capital and capitol, principal and principle.

A thesaurus provides synonyms and different shades of meaning. If you have an idea you want to
express, use a thesaurus to check for words that represent the idea and find several alterna ve words
that you can use.
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Discuss why and how unbiased language should be used in business messages.

Using Unbiased Language: Using unbiased language is crucial in creating fair and respectful
communication. It ensures all individuals, regardless of race, gender, culture, age, ability, religion, or
socioeconomic status, are treated equally, fostering positive relationships. Avoid language that could
offend or reflect unfavorably on any group. To enhance communication effectiveness, always analyze
your messages for bias.

Avoid Gender-Biased Language: Gender-neutral language can be challenging due to English's structure.
The use of masculine pronouns (e.g., "he" or "man") to represent both genders often leads to
stereotyping. Words like "chairman" can subconsciously cause readers to picture a male, even when
referring to both genders. Strive to use inclusive language to avoid gender bias.

Avoid Other Biased Language: Respect diversity by avoiding negative stereotypes and generalizations
about any group. Think of people as individuals rather than categorizing them by race, religion, age, or
disability. For example, omit unnecessary identifiers in sentences like "The investor funded the mall"
instead of "The Jewish investor from New York City funded the mall." Use terms that do not have
negative associations and prefer people-first language, such as "patient with AIDS" instead of "AIDS
patient." Most categorical designations are usually unnecessary and should be avoided.

Why do organizations value both internal and external communication? Discuss the goals of business
communication. Identify the most important one, and explain why it has this distinction.

Organiza ons value both internal and external communica on because they play crucial roles in
achieving business goals and ensuring smooth opera ons. Organiza ons value internal and external
communica on for the following reasons:

Internal Communication: Enhances coordination, employee engagement, problem-solving, and

alignment with organizational goals.

External Communication: Builds reputation, attracts customers, establishes stakeholder relationships,

and provides market feedback.

Business communica on has four goals:

(a) receiver understanding
(b) receiver response
(c) favorable rela onship
(d) organiza onal goodwill

Receiver understanding, is the most important. The message must be so clear that the receiver
understands it as the sender means it to be understood. For communica on to be successful, the sender
and receiver must achieve shared meaning. Suppose a supervisor sends an e-mail to a subordinate
saying, “No one plans for a mee ng like you do.” Should the worker react with pleasure or
disappointment? Is the supervisor praising or cri cizing the worker’s a en on to detail? The message is
too vague to guarantee receiver understanding. If one worker says to another, “Will you join me for
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lunch today?” the sender and receiver might have different ideas about who will pay for the receiver’s
meal. It is a challenge for the sender to achieve the goal of receiver understanding.

Explain why a sender should use short paragraphs in business messages. Tell what the average length of
short paragraphs should be for (i) le ers and memos and (ii) reports.

Using short paragraphs in business messages is important because they help receivers organize their
thoughts, increase understanding, and appear more invi ng compared to long paragraphs. Long
paragraphs are more complex, harder to read, and more difficult to comprehend, making receivers less
likely to read them.

i. For business le ers and memos, short paragraphs should average four to five lines. If a
paragraph in a le er or memo is eight lines or more, it should be examined to see if it can be
shortened or divided, as these messages are o en read quickly.

ii. In business reports, short paragraphs should average six to seven lines. If a paragraph is twelve
lines or more, it is considered long and should be reviewed for unity. Business reports are usually
studied more carefully, so the paragraphs can be somewhat longer.

In summary, short paragraphs improve readability and comprehension in business communica on, with
recommended averages of four to five lines for le ers and memos, and six to seven lines for reports.

Describe five characteris cs of gramma cally correct sentences.

Here are five characteristics of grammatically correct sentences:

1. Subject-Verb Agreement: The subject and verb must match in number. Example: "The cat runs"
vs. "The cats run."
2. Proper Punctuation: Use punctuation correctly to clarify meaning. Example: "Let's eat,
Grandma!" vs. "Let's eat Grandma!"
3. Correct Tense Usage: Use consistent and appropriate verb tenses. Example: "She walks to
school" vs. "She walked to school."
4. Complete Structure: A sentence must have a subject and a predicate. Example: "The dog
barked." vs. "Barked loudly."
5. Clear Pronoun Reference: Pronouns must clearly refer to specific nouns. Example: "When John
bathed his dog, he got wet." (ambiguous) vs. "When John bathed his dog, John got wet." (clear).

How does language act as a barrier to communica on?

Language barriers can hinder communica on, especially with increased mul cultural interac ons.
Misunderstandings are common when organiza ons communicate with non-English speakers, whether
they are employees, clients, customers, or suppliers. While English is o en used in business, different
meanings and connota ons in other languages can cause confusion. For instance, the "Got Milk?"
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campaign translated poorly in Mexico, and KFC's slogan in China was misinterpreted as "eat your fingers
off."

Understanding and respec ng language differences are crucial. Many words and phrases are challenging
to translate due to cultural associa ons. As globaliza on spreads, companies must adapt their products
and communica ons to local languages and customs. Even English varies significantly across regions; for
example, Americans say "bathroom," while the Bri sh say "loo" or "WC."

Nonverbal communica on also varies widely. Gestures, personal space, and even how people sit can
have different meanings in different cultures. Misinterpreta ons in these areas can lead to
communica on breakdowns. Recognizing and adap ng to these differences is essen al for effec ve
interna onal business communica on.

Write clear and concise sentences from the example below.

i. When I started my own business, it has given me a whole new perspec ve to see the bigger
picture when it comes to finding a work/life balance.
ii. I will provide you with sugges ons on your performance so you can overcome the challenges
you encounter every day while working for a difficult boss, so you can feel less stressed.

i. Star ng my own business gave me a new perspec ve on achieving work/life balance.

ii. I will suggest ways to overcome daily challenges with your difficult boss to reduce your stress.

What does the term "you a tude" mean in communica on? Describe communica on networks of any
organiza on.

The "you a tude" in communica on priori zes the audience's needs, interests, and perspec ves over
the sender's. It enhances engagement and effec veness by demonstra ng empathy and considera on
for the reader or listener. For instance, instead of saying, "I want you to complete this report by Friday," a
message with a "you a tude" might say, "You will have the opportunity to complete this report by
Friday, which will help us meet our project deadline."

Communica on networks in an organiza on refer to the structured pathways through which informa on
flows among individuals and departments.

Internal Communica on Pa erns: In ver cal communica on, messages flow upward or downward along
a path referred to as the “chain of command.” Reports and proposals commonly follow an upward path;
policy statements, plans, direc ves, and instruc ons typically follow a downward path. Horizontal
message flow occurs between workers or units of comparable status who need to share data or
coordinate efforts. In network communica on, informa on flows freely among those who have a link
that goes beyond the par cipants’ role or unit within the organiza on.

External Communica on Pa erns: External communica on flows between a business organiza on and
the en es with which it interacts. Companies have many external contacts such as customers, sup
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pliers, compe tors, the media, governmental agencies, and the general public. These contacts may be
domes c or interna onal.

“Feedback is an important component of communica on.” Explain.

Feedback is a crucial part of communication because it helps ensure that messages are understood
correctly and allows for improvement. It provides insight into how well the message was received and
can guide future interactions.
Why Feedback Matters
1. Clarifies Understanding: It shows whether the recipient understood the message as intended.
2. Encourages Improvement: It highlights areas where changes may be needed, whether in
behavior, processes, or content.
3. Builds Relationships: Open feedback fosters trust and encourages open communication.
Example
Imagine a manager gives a team member feedback on a report:
 Manager: “Your report was clear and well-organized, but it would be helpful to include more
data to support your conclusions.”
 Team Member: “Thanks for the feedback! I’ll add the data and ensure it’s included in the next
version.”
Discuss the common forms of letter format with examples.

The most frequently used formats are full block, modified block, and simplified.

FULL BLOCK In full block format all parts of the le er begin at the le margin. This feature makes the
document quick and easy to key. Example:

[Sender's Address] [Date]

[Recipient's Name] [Recipient's Address]
Dear [Recipient's Name],
[Body of the letter]
Sincerely,

[Sender's Name]

MODIFIED BLOCK: The date (or the return address and date), complimentary close, and signature block
begin at the horizontal center of the page in the modified block format. Example:

[Sender's Address] [Date]

[Recipient's Name] [Recipient's Address]
Dear [Recipient's Name],
[Body of the letter, with indented paragraphs]
Sincerely,
[Sender's Name]

Simplified Format
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The simplified format omits the salutation and closing lines. It’s often used for very formal or technical
communication. Example:

[Date]
[Recipient's Name]
[Body of the letter]
[Sender's Name]

How do you decide which individuals to include in the To, CC, and BCC fields when composing an email?

To (Primary Recipients): People who need to act on the email or make a decision. Example: If you're
sending a project update to your team lead, they go in the To field.

CC (Carbon Copy): People who need to stay informed but aren't directly involved in the decision-making
process. Example: If you're sending a project update to your team lead and your manager, your manager
could go in the CC field.

BCC (Blind Carbon Copy): People who need to be informed without other recipients knowing they're
included. Example: If you're sending a sensitive email to a colleague and want to keep it confidential,
you could BCC your supervisor.

Imagine you hold the posi on of project director. Dra an email for project updates and coordina on,
aiming to share progress updates, coordinate tasks, and ensure team members are on the same page
regarding project melines and goals.

Subject: Project Update and Coordination

Date:
From:
To:
Dear Team,
I hope you’re all doing well. Here’s a quick update on our project status and upcoming tasks.
Progress Update
 Milestone 1: We’ve completed the initial phase, including [specific tasks].
 Current Focus: The team is currently working on developing the user interface and conduc ng
ini al tes ng, and we are on track for our next deadline.
Upcoming Tasks
 Task A: Complete user tes ng feedback report (assigned to Mike, due November 12)
 Task B: Prepare for the client presenta on (assigned to Jenna, due November 15)
Next Steps
Please update the shared project tracker by [date] and reach out if you have any challenges.
Let’s schedule a brief meeting on [proposed date and time] to address any questions. Please confirm
your availability.
Thank you for your hard work!
Best,
[Your Name]
Project Director
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Suppose you work for Standard Chartered Bank (SCB) in Bangladesh. Your grandmother, who is suffering
from aging problems, is counting her last minutes in the hospital bed. Now, write an email to the head
of HR asking for a casual leave where you need to keep your line manager in CC and office intern in BCC.

Subject: Urgent Leave Request

Date:
From:
To:
Cc:
BCC:

Dear Ms. Anika Rahman,

I am writing to request an urgent casual leave from Monday, October 28, 2024 to Wednesday, October
30, 2024.

Unfortunately, my grandmother is critically ill and is expected to pass away soon. I need to be with my
family during this difficult time.

I have already informed my line manager, Mr. Arif Hossain, about my absence. I will ensure that my
ongoing tasks are prioritized and delegated to Ms. Maya Islam to minimize any impact on the team.

I apologize for any inconvenience this may cause and appreciate your understanding.

Thank you for your time and consideration.

Sincerely,
[Your Name]
[Your Designation]
[Your Department]

What are the characteristics of a good positive and neutral message?

Characteristics of a Good Positive Message:

1. Clarity: Clearly state the good news or positive information.

2. Conciseness: Be direct and to the point to maintain interest.
3. Enthusiasm: Use an upbeat tone to convey positivity and encouragement.
4. Personalization: Address the recipient by name and include relevant details to make it feel
personal.
5. Actionable: If applicable, provide clear next steps or actions the recipient can take.
6. Gratitude: Express appreciation when appropriate to strengthen relationships.

Characteristics of a Good Neutral Message:

1. Objectivity: Present facts without bias or emotional language.

2. Clarity: Ensure the information is easy to understand and unambiguous.
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3. Conciseness: Avoid unnecessary details to keep the message focused.

4. Formality: Use a professional tone, especially in formal communications.
5. Structure: Organize information logically, often using headings or bullet points for clarity.
6. Relevance: Stick to information that is pertinent to the recipient and the context.

Discuss the four specific guidelines for using the direct plan.

The direct plan is often used in business communication when the message is straightforward and likely
to be well-received. Here are four specific guidelines for using the direct plan effectively:

1. State the Main Idea First: Begin with the primary message or request. This allows the recipient
to understand the purpose of the communication immediately, making it easier to follow.
2. Provide Supporting Details: After stating the main idea, include any necessary supporting
information, such as background details, rationale, or evidence. This helps reinforce your
message and provides context.
3. Use Clear and Concise Language: Choose simple, direct language to communicate your points.
Avoid jargon or overly complex sentences that could confuse the reader.
4. Include a Call to Action: Conclude with a clear call to action or next steps, guiding the recipient
on what to do with the information provided. This ensures that your communication is
purposeful and helps facilitate a response.

Suppose you are the marketing manager of a company. Compose a letter to congratulate a devoted
customer who has achieved the 12-year milestone as a top revenue generator. In the letter, express
your congratulations and announce that he will be receiving a special discount card, granting him a 20%
discount on purchases up to 1 million USD.

Dear [Customer's Name],

I hope this message finds you well. On behalf of everyone at [Your Company Name], I am thrilled to
extend my heartfelt congratulations on reaching a remarkable milestone—your 12th year as one of our
top revenue-generating customers! Your loyalty and commitment have played a vital role in our success,
and we are truly grateful for your continued partnership.

As a token of our appreciation, we are excited to present you with a special discount card that grants
you a 20% discount on purchases up to $1 million. We hope this gesture not only acknowledges your
achievements but also enhances your experience with us moving forward.

Your dedication has inspired us, and we look forward to continuing to support you in all your endeavors.
If you have any questions or need assistance, please don’t hesitate to reach out.

Thank you once again for being such a valued part of our community. Here’s to many more successful
years together!

Warmest regards,

[Your Name]
15 | P a g e Hasib Ahmed

Consider the following negative message part of a business letter and write a suitable constructive
follow-up with friendly close to complete the letter.
"The conflict between Russia and Ukraine has had a global impact on production and distribution
channels. Ukraine being a major supplier of supporting materials for your business has created a
temporary out-of-stock/backorder situation. We will fulfill your order, received at 11:59 a.m. on
28/03/2022. In the order, it was received..."

"...we understand the importance of timely delivery to your operations, and we sincerely apologize for
any inconvenience this situation may cause.

Rest assured, we are actively working with our suppliers to expedite the process and minimize the delay.
We anticipate that your order will be fulfilled by [insert estimated fulfillment date], and we will keep you
updated on its status.

In the meantime, if you have any questions or need assistance with alternative solutions, please do not
hesitate to reach out to me directly. We appreciate your understanding and patience during this
challenging time.

Thank you for your continued partnership. We value your business and look forward to serving you
better in the future.

Warm regards,

[Your Name]

Imagine you serve as the treasurer of a scholarship program within your department, providing stipends
to financially disadvantaged students. This year, despite receiving six applications, the available
scholarships are limited to five. Now, write a rejection letter addressing the applicant who,
unfortunately, will not be receiving the scholarship.

[Your Department Letterhead]

[Date]

[Applicant's Name]
[Applicant's Address]
[City, State, Zip Code]

Dear [Applicant's Name],

Thank you for applying for the [Name of Scholarship] scholarship. We appreciate the time and effort you
put into your application and commend your commitment to your education.

This year, we received six applications for the limited number of scholarships available. After careful
consideration, we regret to inform you that we are unable to offer you a scholarship at this time. This
decision was difficult, given the high quality of all applications we received.
16 | P a g e Hasib Ahmed

We encourage you to apply again in the future, as we would love to see you continue pursuing your
academic goals. Additionally, if you would like, we can recommend other resources and opportunities
that may be available to support your educational journey.

Thank you once again for your interest in our scholarship program, and we wish you the very best in
your studies and future endeavors.

Warm regards,

[Your Name]
[Treasurer, Scholarship Program]
[Your Department]
[Your Contact Information]

Address some of the internal and external persuasive messages in business.

Internal Persuasive Messages:

1. Employee Proposals: Suggestions for new projects or process improvements.

2. Performance Reviews: Encouragement for employees to take on new roles or challenges.
3. Internal Memos/Emails: Motivational messages for team-building or project support.
4. Change Management: Communications to gain buy-in for organizational changes.

External Persuasive Messages:

1. Sales Letters: Direct pitches to potential customers to drive purchases.

2. Marketing Campaigns: Advertisements aimed at attracting and engaging customers.
3. Public Relations Announcements: Press releases to shape public perception positively.
4. Grant Proposals: Requests for funding to support projects or initiatives.

Discuss the body parts of a formal report.

1. Introduction: States the report's purpose and scope.

2. Methodology: Describes data collection methods and analysis techniques.
3. Findings/Results: Presents summarized data with charts or graphs.
4. Discussion: Analyzes findings and discusses their implications.
5. Conclusions: Recaps main findings and their significance.
6. Recommendations: Suggests actions based on the conclusions.
7. References: Lists all sources used in the report.
8. Appendices: Provides supplementary materials supporting the report.
As the District Commissioner of Rajshahi, you've observed the challenges faced by poor individuals in
obtaining blood donors, particularly for rare blood groups such as Rh-negative types. To address this
issue, you intend to establish a unified platform for students with negative blood groups in Rajshahi. In a
letter to the heads of educational institutions, you seek their cooperation in providing information about
negative blood group donors among their students and invite their active participation in an upcoming
meeting aimed at forming a society of negative blood donors in Rajshahi.
17 | P a g e Hasib Ahmed

Dear [Recipient's Name],

I hope this message finds you well. As the District Commissioner of Rajshahi, I am reaching out to
address a pressing concern affecting our community: the challenges faced by individuals in obtaining
blood donors, particularly for rare blood types such as Rh-negative.

To tackle this issue, I propose the establishment of a unified platform for students with negative blood
groups in Rajshahi. This initiative aims to create a network of donors, ensuring that those in need can
access vital blood supplies more easily.

I kindly request your cooperation in providing information about students in your institution who have
negative blood groups. Additionally, I would like to invite you and your students to an upcoming
meeting to discuss the formation of a society dedicated to this cause.

Meeting Details:
Date: [Insert Date]
Time: [Insert Time]
Location: [Insert Location]

Your participation and support are crucial in making this initiative successful. Together, we can make a
significant difference in our community.

Thank you for considering this important matter. I look forward to your positive response.

Warm regards,

[Your Name]

Explain the delivery styles of an oral business presentation.

1. Expository Style: Clearly presents information, emphasizing facts and data, often with visual aids.
2. Persuasive Style: Aims to convince the audience to take action using emotional appeals and
compelling arguments.
3. Demonstrative Style: Shows how to do something with step-by-step instructions and live
demonstrations.
4. Narrative Style: Engages the audience through storytelling, using relatable anecdotes.
5. Conversational Style: Creates a relaxed atmosphere, encouraging audience interaction and feedback.
6. Formal Style: Maintains professionalism and structure with a clear format and formal language.
Discuss the guidelines for appropriate use of the indirect plan.

1. Assess the Audience’s Reaction: Anticipating a negative or sensitive response. Gauge how the
audience may react to the message.

2. Begin with a Buffer: Start with a neutral or positive statement to soften the impact. This could be a
compliment or acknowledgment of the audience’s value.
18 | P a g e Hasib Ahmed

3. Present the Bad News Gradually: Introduce the negative information slowly, providing context or
rationale before delivering the main message. This helps mitigate shock.

4. Follow with an Explanation: Offer reasons for the bad news, helping the audience understand the
situation. This can include factors that led to the decision.

5. End on a Positive Note: Conclude with a constructive message or alternative solutions, focusing on
future possibilities or ways to move forward.

6. Maintain Professionalism: Use a respectful and empathetic tone throughout the message to preserve
the relationship with the audience.

One of your prime clients has requested a refund of his last purchase due to the substandard product
issue. But your firm has no provision for a refund of any purchase. Now write a rejection letter along
with other possible solution(s).

Dear [Client's Name],

Thank you for contacting us about your recent purchase. We understand your concerns regarding the
product.

Unfortunately, our policy does not allow for refunds. However, we would like to offer the following
alternatives:

1. Exchange: Swap the product for another item of equal value.

2. Store Credit: Receive credit for the amount of your purchase for future use.
3. Replacement: If the product is defective, we can send you a replacement at no cost.

Please let us know which option you prefer, and we will process it promptly. We appreciate your
understanding and look forward to resolving this matter.

Best regards,

[Your Name]

What is a persuasive message? List the common internal and external persuasive messages.

A persuasive message is a communication intended to influence the audience's beliefs, attitudes, or

behaviors. It aims to convince the recipient to take a specific action or adopt a certain viewpoint.

Common Internal Persuasive Messages:

1. Project Proposals: Suggesting new initiatives or changes to improve efficiency.

2. Performance Reviews: Encouraging employees to pursue promotions or training.
3. Memos for Team Initiatives: Motivating staff to participate in team-building activities.
4. Change Management Communications: Gaining buy-in for new policies or procedures.
19 | P a g e Hasib Ahmed

Common External Persuasive Messages:

1. Sales Letters: Direct pitches to potential customers to encourage purchases.

2. Marketing Campaigns: Advertisements designed to attract and engage consumers.
3. Public Relations Announcements: Messages aimed at improving public perception.
4. Grant Proposals: Requests for funding that persuade organizations to support a project.

Suppose you are the Management Trainee (MT) of ABC Bank Ltd. Often you feel that 08 some
employees lack information about the work plan and some fundamental due diligence issues. Write a
letter to your branch manager about conducting a monthly meeting for better work coordination in the
branch.

Dear [Branch Manager's Name],

I hope this message finds you well. I’ve noticed that some employees may lack clarity on our work plan
and due diligence issues, leading to confusion.

To enhance coordination and address these challenges, I suggest we hold a monthly meeting. This would
provide a platform for updates, clarifications, and open communication among team members.

I believe regular meetings will improve our workflow and empower the team. Thank you for considering
this suggestion.

Best regards,

How can a writer determine whether to use a formal, third-person style or an 04 informal, first-person
style when writing a report?

A writer can determine whether to use a formal, third-person style or an informal, first-person style in a
report by considering:
1. Audience
 Third-Person: Use for professional audiences like executives or clients.
 First-Person: Suitable for familiar audiences like colleagues.
2. Purpose
 Third-Person: Ideal for objective analysis and formal recommendations.
 First-Person: Good for sharing personal insights and engaging content.
3. Content Type
 Third-Person: Best for technical reports and research findings.
 First-Person: Works for reflective reports and brainstorming discussions.
4. Organizational Culture
 Third-Person: Common in traditional, formal organizations.
 First-Person: More appropriate in creative, informal environments.
By assessing these factors, a writer can choose the most effective style for their report.

Explain five steps for conduc ng research.

1. Define the Research Question: Clearly articulate what you want to investigate.
20 | P a g e Hasib Ahmed

2. Gather Background Information: Conduct preliminary research to understand the topic and identify
knowledge gaps.
3. Choose Research Methods: Select appropriate data collection methods (e.g., surveys, interviews).
4. Collect Data: Execute your methods systematically to gather accurate data.
5. Analyze and Interpret Data: Review the data to identify patterns and draw conclusions related to
your question.

Discuss the components of the body part of a formal report.

1. Introduction: Outlines the report's objectives and scope.

2. Methodology: Describes data collection methods and analysis techniques.
3. Findings/Results: Summarizes data, using tables or charts to highlight key insights.
4. Discussion: Analyzes findings and discusses their implications.
5. Conclusions: Recaps main findings and their significance.
6. Recommendations: Suggests specific actions and areas for future research.

How can you enhance the basic quality of your voice?

1. Breath Control: Practice diaphragmatic breathing for better support.

2. Hydration: Drink plenty of water; avoid caffeine and alcohol.
3. Vocal Warm-Ups: Do exercises like humming and lip trills before speaking.
4. Posture: Maintain good posture for optimal airflow.
5. Pacing and Pausing: Control your speed and use pauses to emphasize points.
6. Articulation: Practice enunciation with tongue twisters for clarity.
7. Vocal Health: Avoid straining your voice; rest when needed.
8. Feedback and Practice: Record yourself and seek constructive feedback.
What is a pitch? Distinguish Shrill Sound from a Grave Sound.

A pitch refers to the perceived frequency of a sound, determining how high or low it sounds to the
listener. It is an important element in music and speech, influencing tone and clarity.

Distinction between Shrill Sound and Grave Sound:

21 | P a g e Hasib Ahmed

How can you ensure the right amount of confidence in an oral presentation?
To ensure the right amount of confidence in an oral presentation, consider these strategies:
1. Preparation: Research and organize your content thoroughly.
2. Practice: Rehearse multiple times, ideally in front of an audience or recording yourself.
3. Know Your Audience: Tailor your message to their interests and understanding.
4. Positive Visualization: Imagine yourself succeeding to reduce anxiety.
5. Body Language: Maintain good posture, eye contact, and use purposeful gestures.
6. Breathing Techniques: Use deep breathing to calm nerves before and during the presentation.
7. Engage with the Audience: Ask questions or invite participation to create a connection.
8. Accept Imperfection: Focus on key points rather than striving for perfection.

Discuss the difference between Resume and CV.

The sale has dropped significantly because of the Covid-19 pandemic. The sales team forecasted that it
would be possible to increase the level of sales by relaxing credit terms. As the interest rate of the
economy has dropped for some time. Management has decided to change the credit sales policy from
2/10 net 30 to 2/30 net 60. Now, write a letter to your prime client, Mr Pitter, informing the new credit
term.

Dear Mr. Pitter,

I hope this message finds you well. We value your partnership and appreciate your continued support
during these challenging times.

In light of the ongoing impact of the Covid-19 pandemic, we are making adjustments to our credit sales
policy to better support our clients. Effective immediately, we are changing our credit terms from 2/10
net 30 to 2/30 net 60. This change allows for a longer payment period, giving you greater flexibility as
you manage your cash flow.

We believe this adjustment will help facilitate a smoother purchasing process for you and enhance our
business relationship.
22 | P a g e Hasib Ahmed

If you have any questions or need further clarification, please feel free to reach out.

Thank you for your understanding and continued partnership.

Best regards,

What is the sales appeal in a business letter?

The sales appeal in a business letter refers to persuasive elements designed to encourage a specific
action, such as making a purchase. Key components include:

1. Value Proposition: Highlight the benefits and uniqueness of the product or service.

2. Understanding the Audience: Tailor the message to address the audience’s needs and preferences.

3. Emotional Appeal: Use language that evokes emotions to create a connection.

4. Clear Call to Action: Provide a direct request for the recipient to take the next step.

5. Credibility and Trust: Include testimonials or statistics to build trust.

How to choose the indirect plan or the direct plan for negative messages?

Use the indirect plan when:

1. The Audience is Unfamiliar: If the recipient is not well-known to you or if the message might be
upsetting.
2. The Impact is Significant: When the news could have a strong emotional impact, and it’s crucial
to soften the blow.
3. Building Up to the Message: If you need to provide context or rationale before delivering the
negative news, helping the recipient understand the situation better.

Your supplier, Mr Rahman, has arranged a Ifter and invited you to join the party. Because of family
affairs, you are unable to attain the program. Now, write a letter to notify that you will not participate
for a valid excuse.

Dear Mr. Rahman,

I hope this message finds you well. Thank you so much for inviting me to the Iftar party; I truly
appreciate the gesture and your thoughtfulness.

Regrettably, I must inform you that I will not be able to attend due to family commitments that require
my attention. I am disappointed to miss out on this gathering, as I always enjoy the opportunity to
connect with you and others.

I hope the event goes wonderfully, and I look forward to hearing all about it. Please extend my regards
to everyone attending.
23 | P a g e Hasib Ahmed

Thank you once again for your kind invitation.

Best wishes,

Discuss four elements that should be presented in a persuasive message using the indirect plan.

Here are four elements that should be presented in a persuasive message using the indirect plan:

1. Buffer: This is a neutral or positive opening that establishes rapport with the reader and
prepares them for the main message. It can be a compliment, a common ground, or a reference
to shared goals.
2. Reasons and Explanation: This section provides the logical argument for your request or
proposal. Use clear and concise language to explain the benefits and advantages of your idea.
You can also use evidence, statistics, or expert opinions to support your claims.
3. Request or Main Idea: This is where you state your main point or request. Since you've already
built rapport and provided reasons, the request is more likely to be accepted.
4. Positive Close: End the message on a positive note, expressing optimism and thanking the
reader for their time and consideration. You can also include a call to action, specifying what you
want the reader to do next.

Suppose you are the principal officer of ABC Bank Ltd. Often you feel that some employees lack
information about the work plan and some fundamental due diligence issues. Write a letter to your
branch manager about conducting a monthly meeting for better work coordination in the branch.

Dear [Branch Manager's Name],

I hope you're doing well. I've noticed that some employees may lack clarity on our work plan and due
diligence issues.

To improve communication and coordination, I propose we hold monthly meetings. These sessions
would help align everyone on updates and responsibilities.

Please let me know your thoughts on this initiative, and we can plan the first meeting.

Thank you for your attention.

Best regards,

Why do you need to determine and analyze your business research audience carefully?

1. Tailored Communication: It allows you to customize your message to meet the audience's needs and
interests.
2. Effective Persuasion: Understanding the audience helps you create persuasive arguments that
resonate with their values.
3. Improved Research Focus: It ensures your research addresses the most relevant questions and issues.
4. Feedback and Interaction: Knowing your audience fosters better engagement and constructive
feedback.
24 | P a g e Hasib Ahmed

5. Strategic Decision-Making: It aligns your findings with the audience's decision-making processes and
goals.

List all the parts of a formal report. Discuss the parts of a body of a formal report.

Parts of a Formal Report

1. Title Page
2. Table of Contents
3. Executive Summary/Abstract
4. Introduction
5. Body
6. Conclusions
7. Recommendations
8. Appendices
9. References/Bibliography

Parts of the Body of a Formal Report

1. Introduction: Outlines the purpose, scope, and objectives of the report.

2. Methodology: Describes the research methods used, including data collection techniques.
3. Findings/Results: Presents the data collected, often using charts or graphs for clarity.
4. Discussion: Analyzes the findings, interpreting their significance and implications.
5. Conclusions: Summarizes the main insights drawn from the findings and discussion.
6. Recommendations: Offers actionable suggestions based on the report’s conclusions.

How can you use the voice effectively in an oral presentation?

To use your voice effectively in an oral presentation, consider these key techniques:
1. Volume: Adjust your volume to ensure clarity and emphasize key points.
2. Pitch: Vary your pitch to maintain interest and convey emotion.
3. Pace: Control your speaking speed; slow down for important points.
4. Articulation: Pronounce words clearly to enhance understanding.
5. Pauses: Use pauses to emphasize key ideas and give the audience time to absorb information.
6. Emotion and Tone: Match your tone to the content to engage your audience.
7. Breath Control: Practice deep breathing for support and to reduce anxiety.
8. Practice: Rehearse multiple times to improve confidence and delivery.

Explain the delivery styles of an oral business presentation.

1. Manuscript Delivery: The speaker reads from a written script, ensuring accuracy but potentially
sounding less engaging.

2. Memorized Delivery: The speaker memorizes the entire presentation, allowing for eye contact but
risking a rehearsed tone.
25 | P a g e Hasib Ahmed

3. Impromptu Delivery: The speaker presents with little or no preparation, leading to a natural and
spontaneous feel, but may lack structure.

4. Extemporaneous Delivery: The speaker prepares and speaks from notes or an outline, balancing
flexibility and preparation for a more interactive style.