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Module-I
Chapter -1

INTERVIEW

Interviews put into practice the view of communication as a two-way process .It is a
meeting of two persons which enables them to know more about each other through
dialogue and personal interaction. This interaction is particularly useful when it comes to
selecting applicants for jobs, scholarships, admission to courses etc.however, while a
selection interview is the first thing that strikes us when we think of an interview there
are other types such as Job/Selection Interview, assessment/ Appraisal, reprimand,
grievance interview, Stress interview, Exit interview etc which are routinely conducted in
organizations.

We have to face the interviews at all times in our career right from inception till we exit
from an organization .For organizations too interviews are an important means of feedback
establishing rapport and generating goodwill and understanding .It is only through
dialogue and negotiation do we get to know one another and interviews assist in bringing
the demand supply gap.

 Interviews are defined as follows:

According to Murphy and Peck:

“An interview is a conversation with a purpose. It aims at getting truthtful response
from the candidate”. It is a formal interaction between two parties (individual or group)
held to accomplish specific goals by asking and answering specific questions. They are
example of direct and personalized communication.
* Interviews are broadly categorized as directional and non-directional interviews.
1. Directional interviews:
Here the objective of the interview is known to the interviewer as well as the
interviewee. In other words, both are aware of the purpose of the interview and
what the outcome might be. Such interviews are official and formal in nature.
Selection interviews, reprimand and assessment or appraisal interviews are few
example of directional interviews
2. Non-directional interviews:
Here the objective of the interview and desired outcome is not clearly defined. The
aim is to improve human relations and build a spirit of co-operation and goodwill.
Grievance and interviews are example of non-directional interview.

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I. Job/Selection Interview:
These interviews are held to select the most suitable candidate for a job. A candidate’s
application and resume supplies most of the information a prospective employer is
looking for. Selection/Employment interviews basic aim is to select the best candidate
for the job. Selection interviews may be one-one or panel interviews. Though formal
they should be conducted in a friendly atmosphere to put candidate at ease.

II. Induction or introduction interview:

These interviews are conducted to introduce the new comers to the job, colleagues and
new work environment. For newly appointed members to give instruction, about policies,
rules and regulations as well as to introduce, the employee to his immediate Boss, co-
workers, assistants’ etc Induction /introduction interview are conducted.

III. Assessment /Appraisal interviews:

Once a candidate is selected, the employers conduct regular interviews to review and
assess the performance of the candidate. Such interviews are effective means of improving
job performance improving employee-employer relationship and enhancing the
productivity of the company. A well conducted appraisal interview contributes to
employee satisfaction and in turn, the well being of the organization

IV. Grievance interview:

Working with other humans is bound to cause friction. Complaints are bound to arise
against fellow workers. The grievance interviews are conducted to get an insight into
and seek clarifications regarding problems faced by employees. The basic objective of
these interviews is to create harmony and integrate the individual’s goals with the
organisation’s objectives. In a grievance interview the interviewer must be a good
listener and allow the interviewee to speak freely. He must be tactful and inspire trust
and confidence.

V. Reprimand interview:
The primary objective in such an interview should be to attempt to understand the
causes of the employee’s poor performance. The interviewer should tactfully prove any
reasons that are causing the employee to perform poorly. The ultimate purpose of such
an interview should be to get the employee backing top working condition. Care should
be taken that the employee doesn’t feel demoralized or humiliated. If necessary
professional counseling should be arranged for the employee.

VI. Stress interview:

Top management positions require candidates who can handle and work under immense
pressure. The candidate has to be mentally and emotionally strong. Such positions require
psychological testing by a qualified and expert psychologist. This kind of interview is also
used for recruiting personal for high pressure jobs such as pilots, flight attendants, P.R.
personnel who need to interact with the public.

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VII. Exit interview:

As the name suggests, it is held when an employee would have no reservations in
speaking out freely and frankly. Its primary objective is to generate goodwill between
employer and employee as well as to collect feedback and to survey employee’s attitudes
towards the company. These are conducted when the person resigns or leaves the
organization.
Role of the Interviewee in interview
1. The interviewee should be dressed formally, and not casually. Have a pleasing
appearance as the candidate’s personality is a significant part of the communication.
2. Always carry an extra CV, a notepad to write on, a pen, and all essential things
required in an interview.
3. Practice, practice and practice in advance. Prepare and rehearse for the unexpected
also.
4. Research a lot about the organization for which you are being interviewed.
5. As soon as the interview gets over, pen down the name of the interviewer, your
strengths and weaknesses, answers to questions raised by you during the interview
and the feedback of the interviewer.
6. Be punctual. Try reaching before time for the job interview.
7. Do not indulge in a fight or argument with the interviewer.
8. Answer the questions specifically, truly and undoubtedly.
9. Be courteous and sophisticated during an interview.
10. Just “be yourself”. Do not boast about yourself. The interviewer is smart enough to
judge the candidate’s intelligence and aptness for the job.
11. Do not make negative statements or comments about your past employer.
12. Your body language should be positive during the interview, i.e., maintain an eye-to-
eye contact with the interviewer, sit in well balanced and confident posture, do not
lean on the table, do not yawn, smile when appropriate, etc.
Role of the Interviewer in interview
1. The interviewer should be an active listener. He should not interrupt unnecessarily.
2. The interviewer should be considerate enough. Even if the interviewer does not
agree with the interviewee, he must respect the latter’s feelings.
3. The interviewer should be friendly and understanding. He should begin the
interview in a friendly manner, some friendly conversation and then show concern
in family background, hobbies, etc. This will make the interviewee more relaxed and
comfortable.
4. The interviewer should restrain to the time allotted. He shouldn’t indulge in
arguments unnecessarily. He should try to be precise.
5. The interviewer must be thoroughly prepared for the questions that are likely to be
asked. He should be a good planner.

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6. The interviewer must focus attention on the interviewee. He should use positive
gestures when conducting the interview.
7. Encourage/invite questions from the interviewee. Ensure that the interviewee
clarifies the question he has. When selected a candidate should not feel he was not
told about a certain aspect of the job.
8. Avoid distraction in the interview area. Ensure that there is no or minimal
distraction where the interview is being conducted. A phone ringing all the time in
the background can distract the interviewer and interviewee.

The overall procedure of conducting of the interview may be condensed into a single word
WASP which means:

W-stands for welcoming the candidate

A- Stands for Acquiring information of the candidate

S- Stands for supplying information to the candidate

P-stands for cordial parting.

W.A.S.P. Interviewing
WASP is a popular model to structure a recruitment interview. We've converted the W.A.S.P.
stages into a series of behavioural competencies. It can be used to self-assess when interviewing
or use as a checklist to observe other recruiters' interviews as part of their coaching plan.

Welcome
 Settles candidate in (e.g. refreshments; permission to remove jacket)
 Generates small talk (e.g. Introductions; "How was journey?"; "Did you find us
okay?"; "What's your first impressions of us?")
 Explains interview structure/ duration
 Mentions own note taking (so will be giving less eye contact to candidate)
 Encourages candidate questions and explains at what stage they can ask
Ask(Acquiring Information)
 Refers to points from application form/c.v. (areas requiring expansion; anomalies and
clarifications)
 Uses competency based questioning where appropriate
 Avoids potential discriminatory questions unless necessary and provides clear reasoning
for question
 Explores candiate's motivation for job/ organisation
 Demonstrates active listening (e.g. eye contact; listening noises)
 Explores other information (e.g. desired salary, any hols booked, notice period)
 Demonstrates positive body language

Supply Information
 Describes vacant role enthusiastically
 Supplies positive, inspirational information about company and benefits to employee
 Asks for candidate questions
 Answers questions positively
Parting
 Confirms candidate’s interest in position
 Explores candidate’s other job applications to test out ‘competition’ (e.g. “How are your
other job applications going?”)
 Informs of next stage with timescales
 Checks for any further candidate questions
 Thanks for attending

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Module-I
Chapter -2

Chapter: Group communication.

Introduction:

As business turnover grows, organizations employ larger number of people. These

employees need to work as a team for co- coordinated activities. Thus Meetings,
Committee, Conferences and Group Discussion are organized for effective communication
through various channels of communication within the organization. Meeting is an
essential element for the effective communication

The most important tool of communication named Meeting.

Definition of Meeting: There are various definitions of meetings as follows;

 A meeting is a tool used as a vehicle of communication for management activities.

 A meeting is a get together of a number of persons at a certain time and place for a
group activity called discussion.
 A meeting is a democratic method of discussing and arriving at decisions.
 A team activity where select people gather to perform work that requires group
effort.
It can be defined as gathering with a specific purpose. It is a formal communication.
The chairperson and the participants are the two important components of a
meeting. The modern business world depends on various types of meetings.
Meetings are held at different levels of the line of authority. A meeting can be as
serious as meeting of the board of directors or it can also be as light as a lot of
expenses and time, but it is worthwhile in the long run.

 Meetings are broadly categorized in two as

a) The formal Meeting: (Official – conventional).

b) The informal Meetings:
The informal meetings are without regular agenda and the formal or
official meetings are with fixed agenda and purpose.
There are many other meetings such as Political meetings, Educational meetings,
Religious meetings, or meetings to organise Social, Musical, Cultural or Sports events.
As we know that the formal meetings are conducted with a fixed agenda and these
meetings serve the following purposes.
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i. To discuss and argue.

ii. To collect the required information from the experience people;
iii. To get advice ;
iv. To arrive at a decision either by majority or by consensus;
v. To find a solution to the given problem and
vi. To get response.

 Purpose and Advantages of Meeting:

We conduct meetings for democratic discussions and decisions and decisions taken
at the meetings have wider acceptability. Meetings encourage group
communication. More heads are brought together. Hence, there is better exchange
of ideas, experience and suggestions. Meetings help the participants to learn from
the experience of one another. Meetings are a great source of education and training
for the participants. Meetings felicitate effective communication.
 Disadvantages:

Most of the time for meetings time and money are wasted if the positive doesn’t
come out on some occasions, discussions are just prolonged, and decisions are
delayed. Weak members cannot take fruitful decisions. If the chairman is weak the
meeting cannot arrive at any fruitful decisions.

 Preparation and conduct of a meeting

Every meeting if it is a board meeting or a managing committee meeting or a staff
meeting must be a valid meeting. There are some essentials of a valid meeting.
The first step in conveying a meeting is sending NOTICE to all the members.

 Notice is a written intimation of the date, time, place and the purpose of meeting
sent to the members participating.
 The list of the topics to be discussed at the meeting is known as Agenda.
 The proceeding recorded of the meeting is known as Minutes.
 A proper NOTICE with a fixed AGENDA should be sent to the concerned
members/ participants entitled to attend it well in time, according to rules
regulations/ statutes.
 It must be properly constituted. There should be a competent chairman and
adequate quorum.
 It must be lawfully conducted.
 Finally its proceedings must be accurately recorded.
Thus the above discussion clearly focuses the importance of meetings for smooth group
communication in business organization.
Resolution is the formal expression of opinion by a group at a meeting.

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Role of the Chairperson:-

The chairperson and the secretary have to decide the topic, date, venue and the
participants to be called for meeting. The new members may be introduced by the
Chairperson .The purpose of the meeting and responsibilities will be made clear. Meeting
must begin on time, chairperson has to ensure that each item/topic on the agenda is
discussed by members. He should ensure that the meeting goes according to the agenda .He
has to diplomatically restrict dominating participants and encourage quieter ones to be
part of the discussion .Chairperson has to be aware of interests or monitor the discussion
.At the end of the meeting the chairperson has to summarize what the group has achieved.
Role of the Participant:-
A prepared participant is always an asset for the meeting. He has to put across his views
firmly yet politely .Active participation involves not only presenting each one’s views but
also patiently listening to what others have to say. Interpreting a speaker is a bad behavior.
During meeting the participants must respect the chairperson and follow the guide lines set
by the organization. Meeting provides a platform for good interaction among participants
.It is also educative as each member realizes his potentials, his responsibilities and
conducts himself properly to accomplish the goals of the meeting.

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Module-I
Chapter -3

COMMITTEES AND CONFERENCES

A committee (or "commission") is a body of one or more persons that is subordinate to

a deliberative assembly. Usually, the assembly sends matters into a committee as a way to explore
them more fully than would be possible if the assembly itself were considering them. Committees
may have different functions and the type of work that each committee does would depend on the
type of organization and its needs. The
word, from commit + ee, or else a revival of AngloFrench commite, pastparticiple of commettre "to c
ommit," from Latin committere "to unite,connect" Originally " person to whom something is
committed"

Definitions of Committees as follows:

‘a group of people appointed for a specific function by a larger group and typically consisting of
members of that group.’ (Oxford Dictionary)

‘a person or group of persons elected or appointed to perform some service or function, as to

investigate, report on, or act upon a particular matter.’(Cambridge Dictionary)

Individual or a group, appointed by an agency, authority, or larger assembly, to whom a matter is

referred, or is committed for attention, investigation, analysis, or resolution. A committee has no
power per se, except the power(s) assigned to it by its appointer.

(Business dictionary.)

Importance of Committees

Committees are the operating system of an association. Committees involve members in the
development and delivery of services, represent member opinion in decision-making, and help
serve member needs through interaction. They also offer the opportunity for group problem-
solving and can be a forum for presenting multiple points of view. Committees are also the training
ground for future leadership and an arena where emerging leaders can test and refine their skills
and abilities. For these reasons, committee effectiveness is critical to chapter operations.

Types of committees in business organizations

Standing or Executive committee – as the name suggests, this type of committee is made up of
people occupying top positions in an organization who have the powers to administer the day to
day affairs of the organization. Executive committees are mainly made up of senior management
personnel, and just like any other committee in a business organization, the executive committee is
given the mandate to perform special assignments or tasks.

Ad-Hoc committee –

what is an ad-hoc committee? The word ad-hoc is derived from the Latin language, which means
‘for a specific purpose’. An ad hoc committee is therefore a committee that is set up for the main
purpose of performing a specific task or dealing with a specific situation. Having completed the
specific task and submitted its report, the ad hoc committee is then dissolved. Majority of
committees in business organizations and other places are ad hoc types.

For example, an ad hoc committee could be formed by the management of an organization to

investigate into the causes of a particular problem bedeviling the organization. After the completion
of the task and submitting a report, the ad hoc committee is dissolved

An advisory committee

An advisory committee is a collection of individuals who bring unique knowledge and skills which
augment the knowledge and skills of the formal board of directors in order to more effectively
guide the organization. The advisory committee does not have formal authority to govern the

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organization, that is, the advisory committee cannot issue directives which must be followed.
Rather, the advisory committee serves to make recommendations and/or provide key information
and materials to the board of directors. The advisory committee plays an important public relations
role as well as providing program staff with a fresh perspective on programmatic issues. A properly
composed and structured advisory committee can be a tremendous complement to the
effectiveness of the board of directors as it works to carry out a specific initiative.

Staff and line committee

Staff and line are names given to different types of functions in organizations. A "line function" is
one that directly advances an organization in its core work. ... A "staff function" supports the
organization with specialized advisory and support functions

Advantages of committee form of organisation offers following advantages:

(1) It is an excellent medium of discussion and education and of communication between

management and workers.

(2) It is extremely useful in coordinating plans as well as in facilitating their execution.

(3) Setting organisational objectives, and developing and finalising plans and policies require
pooling of information, abilities and expertise, as well as integration of conflicting interests and
viewpoints. It is not one man's job, and is best performed by committees.

(4) Sometimes problems are so complex or of inter-departmental nature that they are best
solvedby committees composed of concerned executives.

(5) It is able to serve as a mechanism of participative decision making. By participating in

discussions or decision, a member feels motivated in accepting a situation or implementing a
decision. ,

(6) Committee form of decision making is, of course, a democratic process. It reduces the
tyranny ofexecutive authority and provides for participative decision-making.

(7) It is extremely useful in coordinating plans as well as in facilitating their execution.

Disadvantages of committees

The disadvantages of the committee organisation are as follows:

(1) It is an expensive device both in terms of time and cost.

(2) Nobody is accountable for committee decisions. A committee decision is nobody's decision
just because it is everybody's decision.

(3) Often committees result into more conflict than problem solving.

(4) The decisions taken in committee organisation are the result of compromise and hence they
aregenerally slow in forthcoming and weak.

SKYPE:-

Skype – in short, a software application that allows users to make voice, video calls and chat over
the Internet. Skype is a software application founded in 2003 that allows its users to make voice,
video calls and chat over the Internet. While calls to other users within the Skype service are free,
other services like calls to landline telephones and mobile phones are made for a fee. As of 2010,
Skype reported 663 million registered users. As more and more peer to peer networking services
emerge using social media, it is no surprise that Skype’s peer to peer system model has been such a
success.

Relationship-building. We all know the importance of face to face interaction in the business
world. It helps create and nurture lasting relationships between clients and employees alike.
Whether you have a home office, small business or growing enterprise, relationship-building is

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vital when it comes to client acquisition and retention, which in turn leads to increased sales and
profits.

Save on costs. Calls to other users within the Skype services are free, and so are one-to-one video
calls, instant messaging and screen sharing. Skype also offers great low rates with services like pay
as you go, subscriptions and premium memberships.

Increase productivity. In a survey of 250 companies using the service, 80% said using it increased
employee productivity. Services such as screen sharing, file transfers, video conference calling, call
forwarding, customer service tools and more can allow your business to stay connected – internally
and externally – from the ease of its computer network.

WEBINAR

The term Webinaris a portmanteau- a word made from two other words or parts of words-of “web”
and “Seminar”. A webinar is a live meeting that takes place over the web. The meeting can be a
presentation, discussion, demonstration, or instructional session. Participants can view documents
and applications via their computers, while shared audio allows for presentation and discussion.

CONFERENCE:-

The most general term to indicate a meeting for discussion - most commonly adopted by
associations and organizations for their regular meetings. It is usually associated with the
most traditional type of presentation, that is, papers followed by questions. The word
conference is derived from the Latin’ ‘confer’ which means to consult together. It may be
defined as” a meeting for consultation, discussion or an exchange of opinions or views. In
conference individuals are invited to look at a particular matter in greater detail and
communicate their view points and spread information among people belonging to a
particular field.
Conferences are organized for raising public awareness as well as within the organization
to study a particular problem or to update the knowledge of the employees regarding the
latest development in the organization. In conference a given problem or subject is
analyzed from all aspects /angles in order to arrive at the best possible solution or option.
A conference could be organized for in house personnel or it could be for an external
audience. It could be orgnised locally or at the state, National or International level.
Organising a conference requires extensive planning and efforts. Generally it is the task of
the Public Relations Department to organize such an event. Preparation for conference
begins with deciding topic/subject followed by scope of the subject and a list of invitees
and guest speakers is drawn up. Budget of the conference is worked out. Many times,
sponsors are contacted to raise the necessary funds for the conference. The date ,time and
venue of the conference are planned .A formal invitation outline is prepared and research
papers or extracts of papers from participants on the given topic are invited.PRD has to
handle all the publicity i.e. the formal intimation of the event to news papers and news
channels in order to organize press coverage of the conference.
A well organised conference gives a sense of satisfaction to the host as well as to the guests,
participants and delegates. In a conference given problem is looked at comprehensively .It
creates understanding of the problem .Solutions are worked, interaction among the

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delegates helps in the broadening of understanding. Professsional interaction helps in the

strengthening of bonds, creation of network and fraternity feelings. Orgainsing a
conference is a major Public Relation exercise. It builds the image of the organization and
earns the goodwill of the public .It also accords leadership position to the organisation s
that host conferences regular basis.
Two or more persons conferring with the help of telephones at an appointed date and time
is known as teleconferencing. Teleconferencing with the help of internet is another way of
conducting conferences or meetings. Yahoo and Skype are some of the popular networks
that offer teleconferencing facilities. All participants can participate from their own
geographical locations is an asset of this mode of communication.
Fibre Optic Network a connection in conjunction with the settlement makes it possible for
persons to use web cams and confer with one another at appointed day and time. Since
people can see each other this becomes a live, face to face communication .This mode of
communication is used by business organizations that have a global presence.
Thus the above discussion explains the importance of conference for creating a good image
of the organization.

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Module-I
Chapter -4

Public Relation
Public Relation (PR) is a management function that creates, develops & carries out policies
& programmes to influence public opinion & public relation about an idea, a product of an
organization. The field of public relation has become an important part of economic, social
pattern of life in many nations.

The Institute of Public Relation has defined PR as “the deliberate, planned &
sustained effort to establish & maintain mutual understanding between organization
& its public” The definition emphasizes the need for PR programmes to be deliberate,
planned & sustained. Public relation is therefore not a department, not a person, not a
publicity campaign, although it may include any or all of these. It is a state of mind, a
philosophy of management & an attitude towards anyone who comes in contact with the
enterprise. Some organizations have special department for public relation other appoint
public relation officer (PRO) & attach them to different sections of the organization.
Scot M. Cutlip has defined Public relations as ‘The management function that
identifies, establishes and maintains mutually beneficial relationship between an
organization and its publics on whom its success or failure depends’.

It is very essential in the modern world because it is a direct result of the need to
communicate in business. Today the world of communication in huge, complex, swiftly
moving & depersonalized.

A successful public relation practioner is a specialist in communication skills and

persuasion. Public Relation involves various functions, including the following -:

1) Programming means analyzing problems & opportunities, defining goals,

determining to be reached, recommending & planning activities like Press functions,
seminars, conferences etc.

2) Writing & editing materials such as press releases, speeches, stock holders reports,
product information
&in house journals

3) Placing information in the most advantageous way.

4) Providing research & evaluation using interviews, reference materials & various
survey techniques.

5) Managing resources by planning, budgeting & recruiting & training staff to attain
these objectives.

Public relations are broadly classified internal public relation & external public relation

Internal Public Relation

Internal public relations concern itself with the problems of establishing two way of
communication within the organization. It is a formidable task in a large organization,
especially in India where is natural flow of communication seems to be downward &
never upwards. To achieve this personnel must select, use of channels, media of
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communication that encourage the employees to respond, react, participate &

contribute to management decisions & policies. It would boost the moral of the workers
& establish healthy management workers relationships.

Some of ways the PR practitioner can adopt to build a positive environment within the
company are as follows:

1) Suggestion schemes: -

This is a scheme where in attempts are made to overcome the status barriers &
barriers that flow over of swamp, overwhelm engulf face to face communication. The
basic objective of suggestion schemes is to ensure some vertical communication in an
enterprise. It promotes good communication and provides a platform to the workers to
express their field problem as well as potential talents to the notice of the
management. It encourages a chance for increment & promotion. Useful ideas given by
employees are selected & adequate incentives & awards are given to the winner. It gives
employees a sense of belongingness and motivates them to work as a team.
2) Advice and counseling: -

One of the major activities of PR personnel is to help the workers who seek appropriate
advice and counsel on official matters. The PR can help them to gain access to the
concerned manager are skilled people like Lawyer, Accountant etc. If the workers
require advice on personal matters then PR has to play a more crucial & sympathetic
role as an adviser. A problematic employee is one who suffers from all adjustments,
tensions, economic or emotional problem or disorders resulting from physical ailment,
alcoholism etc specialists in psychiatry or psychology & medicine must be providing
highly skilled advice & therapy for such workers.

3) Publications

The print medium is the first, easiest & simplest tool. It can be used in variety of
ways. Bulletins are used to give the employees the news about latest development.
In house Journals, magazines or periodical, booklets are also popular means. These
usually contain the messages from the management and editorials focusing on latest
events or products in addition to make them more interactive and participative
.They may include articles by employees, news about such a marriages and deaths.

EXTERNAL PUBLIC RELATIONS

An organization’s external public can be segmented for the purpose of specific PR

activity. External public relations deal with customers, financiers, the general public,
various societies and associations like Environmentalists, consumer guidance
societies, which are concerned with the protection of society from malpractice and
unhealthy activities of unscrupulous business houses.
1) Open House exhibition -:

Open house is a wonderful device for image building with the employees. They
should make public opinion as well planned programmes taking into consideration the
important target audience and their psychology. They should use mass media, radio,
press etc. They should organize informative programmes, interviews, quiz contests on
radio, television, publicize articles giving facts & they should have suggestions for
improvement.

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They should also invite students, teachers, social workers and mass media men to visit factory, show room
etc & should develop personal touch by inviting in the most hospitable manner. They should make their
organization participate in all national/international fairs & exhibition.
Thus PR dept should mould its character & project its positive image. It should earn public recognition &
respect. It should earn public production & cost reduction. It should boost national economy.

2 Exhibitions and Trade Fairs:-The Public Relations Officer should plan the exhibition at a time that is
convenient in respect to other production and sales programme .One must consider and select an
adequate space for displaying all the services and articles .Above all, one must give careful consideration
to the cost and expenditure of the entire affair.

3) Conferences ,seminars and visits:If a company can afford it must host a conference, seminar,
convention of National or international level. International conferences offer an excellent
opportunity for wide interchange of ideas and opinions, skills and training. A conference, if it is large
and well attended, will make a considerable impact on the public mind and leave a favorable
impression of the company on it. Conferences not only provide exchange of information but also offer
an opportunity for people to meet and know each other.Visits to the other organizations could help
to create links and promote business. Hence visits are also an essential parts of image building.
4) PRESS RELEASE
5) The Small Business Encyclopedia defines press releases as "brief, printed statements that
outline the major facts of a news story in journalistic style" . A press release is a short,
compelling news story written by a public relations professional and sent to targeted
members of the media. The goal of a press release is to pique the interest of a journalist or
publication. The press release should contain all the essential information (who? what?
where? when? how? and most importantly why?) for the journalist to easily produce his
own story.

CRISIS MANAGEMNET:-Crisis management is the identification of threats to an organization and

its stakeholders, and the methods used by the organization to deal with these threats. Due to the
unpredictability of global events, organizations must be able to cope with the potential for drastic
changes to the way they conduct business. Crisis management often requires decisions to be made
within a short time frame, and often after an event has already taken place. In order to reduce
uncertainty in the event of a crisis, organizations often create a crisis management plan.

Need for Crisis Management

 Crisis Management prepares the individuals to face unexpected developments and adverse
conditions in the organization with courage and determination.
 Employees adjust well to the sudden changes in the organization.
 Employees can understand and analyze the causes of crisis and cope with it in the best
possible way.
 Crisis Management helps the managers to devise strategies to come out of uncertain
conditions and also decide on the future course of action.
 Crisis Management helps the managers to feel the early signs of crisis, warn the employees
against the aftermaths and take necessary precautions for the same.

Essential Features of Crisis Management

 Crisis Management includes activities and processes which help the managers as well as
employees to analyze and understand events which might lead to crisis and uncertainty in
the organization.
 Crisis Management enables the managers and employees to respond effectively to changes
in the organization culture.
 It consists of effective coordination amongst the departments to overcome emergency
situations.
 Employees at the time of crisis must communicate effectively with each other and try their
level best to overcome tough times. Points to keep in mind during crisis
 Don’t panic or spread rumours around. Be patient.
 At the time of crisis the management should be in regular touch with the employees,
external clients, stake holders as well as media.
 Avoid being too rigid. One should adapt well to changes and new situations.

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RTI LETTER

Government of Maharashtra.
MUMBAI CENTRAL VYAPARI SANGH 10th February,2017
Station Road, MUMBAI CENTRAL (w)
Mumbai-400034

The PublicRelation Officer

Home Department
Government of Maharashtra.
Mantralaya, Mumbai.

Dear Sir,
Sub: - Request for Information under R.T.I. Act 2005

REF:- Nuisance of Hawkers all around Mumbai Central Station.

In Spite of the order from the hon’ble High Court, Mumbai and the Hon’ble Supreme
Court in the matter of hawkers, it is found that the officers of the Mumbai Central Police
Station (Which is under your jurisdiction) are playing Hide and Seek and they are hand -
in-glove with the leaders and the hawkers. The general public is put to a great
inconvenience day in and out. The Vyaparies of the station area are always under threat
.There is no place left for the movement of vehicles. It is the glaring example of
“inefficiency” of the concerned department.

I request you to inform me as to what steps have been taken by your department in and
the Mumbai Central Police Station to honour the verdict of the honourable courts. Who is
responsible for this open violation? What action has been taken by you? OR What action
you propose to take?

This information is requiring in the interest of COMMON MAN (AAM AADMI).I hope
you will provide me with this information within the prescribed time limit. Necessary
court fee Stamp is affixed.

Yours faithfully

Mr.VinodShetty,
President,
Mumbai Central Vyapari Sangh

- Nuisance-person, thing or circumstances causing trouble or annoyance.

Jurisdiction- administration of justice

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RTI LETTER

Rajesh Pawar
C/123, Sundernagar
Goregaon(E)
Mumbai-400065

February 10 2017

The Public Information Officer

Reliance Mutual Funds,
Reliance Investors Services Ltd.
Sector 19, Navi Mumbai.

Dear Sir:

Sub: Request for Information under RTI ACT2005.

Ref: A.R.S. Bonds 2005(April 1 2004)

I am Bond Holder .My ID No-123456789

Bond Certificate No is -102030

Folio No-98765432198765 No of units-45000

You are aware that A.R.S. Bonds 2004 were to be redeemed so far and why I
have not been paid the amount of Rs.450000 plus interest? Who is responsible?
for this delay? Why have the bondholders not been informed so far?
I request you to provide all the necessary information to me under the RTI
Act2005.As soon as possible

Yours faithfully

Rajesh Pawar

P.S. The necessary court fee stamp is affixed alongside

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REDRESSAL LETTER

Raj Pawar,
5/308, Heena Garden,
M.G.Road,
Kandivili (West),
Mumbai – 400 067,
5th February 2010.

To
The President (Suburban Limits),
Consumer Disputes Redressal Forum,
Sudarshan Buildings,
Gokhale Road, Dadar,
Mumbai – 400 028.

Subject -: Car purchased from M/s Tata Motors.

Sir,

I had purchased a ‘Tata Indica’car on 29th December, 2009 from Ramjilal

Motors, Kandivili (w), a Tata Motors Dealer. I had paid the amount of Rs. 4,55,790 in
installments by cheque drawn on Maharashtra Bank.
However the entire purpose of purchasing a new car has been defeated because
upon receiving the car. I found 23 defects in the vehicle. Among the major ones were
starting problems, oil leakage, vibrations, emergency breaks and a defective locking
system.
I approached the dealer but despite repairs the problems persisted. I requested
him to replace the car and refund the amount, neither of which he has done till date.
Phone calls and correspondence with Ramjilal Motors were also not – productive.
So I request you to look into the matter and ensure that I be refunded the
amount of Rs 4,55,790 along harassment to myself and my family
All relevant documents receipts and correspondence with the company are
enclosed

Yours faithfully

Raj Pawar

Encl – As above

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REDRESSAL LETTER

Rajani Desai,
6, Vaishali Nagar,
Ghatkopar (W),
Mumbai – 400 079,
25th February, 2017

To
President
The Maharashtra State Consumer Disputes Commission,
Old Administrative Staff College Room No – 102,
Waudby Road, Mumbai – 400 001.

Subject -: Complaint against Mahindra Builders.

Sir,
In May 2008, I had booked a residential flat comprising of 550 sq feet at Oriental
Towers, 26, Madhuban, Ghatkopar (W), which is being developed by Mahindra Builders, Ashok
Nagar, Ghatkopar (W).
As per the agreement with the builder, We paid the entire amount which was Rs
8,80,000 ( at the rate of 1600 per sq ft ) in two installments first in may 2008 & second in
November 2009. The builder had promised to give possession of the flat by December 2009 but
has failed to do so. As response to our repeated reminders he has finally agreed to give a flat on
the ground floor rather than the second floor, as per our original agreement. However I have
refused this offer.
I then asked for a refund of my full amount along with interest while my registered
letters dated 10th January 2010, 17th January & 1st February 2010. I have neither received an
acknowledgment for there letters not a refund of the amount.
So, I request you to examine this matter help me in getting the following -:
1) The entire amount along with interest which amounts to Rs 10, 30,000
2) Damages to the tune of Rs 8000/- for the physical agony I went through during the last 8
months
I enclose the photocopies of the original sale deed the receipt of the two installments the letters
written to the builder &the site plan of the flat given to us by builder.
I look forward to hearing from you of a speedy Redressal of my complaints,

Your faith fully

Rajani Desai
Encl 1) Copy of the sale deed.
2) Installment receipts.
3) Correspondence with builder
4) Site plan

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Complaint/ Claims/Adjustment letter

STAR HOME APPLIANCES,

287/b WING,Sai Apartment,
Kandivali(E) Mumbai-400056
Tel: 022-66677889

20th Jan,2017

The Proprietor,
Kitchen King Services,
Kurla(w) Mumbai-400069

Sub:- Substandard quality of Kitchenware

Sir,

We have been regular buyer of Kitchenware from you the past eleven years, but during
the past two months, we have received many complaints about the quality of the
stainless steel utensils. Most customers have complained that these steel utensils rust
in no time. To be precise, we have had to replace six such orders in order to satisfy our
customers. This is a matter of serious concerns to us, as this may affect our image
adversely. If the word spreads, it will immediately result in loss of business.

We are sending back the utensils exchanged. We expect you to replace these within 15
days. We also request you to take necessary steps and ensure that the next lot sent us
is of standard quality.

Yours Sincerely
Manager,

STAR HOME APPLIANCES

Compiled by Prof. Kirtikumar R.P. Page 19