Business Communication - Eng

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PERIYAR UNIVERSITY

SALEM 636 011.

PERIYAR INSTITUTE OF DISTANCE DUCATION

[PRIDE]

B.COM DEGREE IN CO-OPERATION

Paper X: Business Communication

[Candidates admitted from 2008-2009 onwards]

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Prepared by:

S. Gurunathan. MCS., M.Phil

Lecturer in Commerce

Sengunthar Arts & Science College

Tiruchengode 637 205

Namakkal Dt.

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UNIT - I

Introduction

The word Communication is derived from the Latin word communication

which means to share. It is the act of sharing or imparting a share of anything.

II. Meaning

The word communication has. been derived from the Latin word communis

which can be translated as common. Communication can be defined as the process through

which two or more. persons come to exchange ideas and understandings among

themselves.,

Communication is defined as Exchange of facts, ideas, opinions or emotions or

two or more persons.

Another definition of communication is Interchange of ideas from one person to

another

Various Situations That Communication Arises

1. Information

The purpose of all communication is to bring about a change for the. better. e

intention of the communication is to influence some action in order to promote common

welfare of a group or an organisation.

For e.g., A Indian farmer requires some information regarding the weather, prices,

seeds, irrigation etc.,

Thus communication plays a vital role in giving information.

2. Advice

The word advice is a kind of information. Parents advice their children, elders

advice the young, teachers advice their pupils, politicians advice a large group. Advice

means opinion given or counsel Hence advice denotes some communication which is

aimed at bringing about a change.

3. Order

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One of the objectives of communication is to convey orders and get them operated

and receive a feed back. n order operates through communication. An order establishes the

authority of the communicator. Normally if there is no conflict the order will be accepted

automatically.

4. Suggestion

To suggest means to call up on an idea.. It also something for acceptance or

rejection

Communication is used to convey suggestions or ideas. This happens in any social

group like a family, office, factory, state, nation etc. Effective communication promotes

the acceptance and trial of good suggestions.

5. Persuasion

To persuade means to convince another or induce a person to do (or) go into action.

The teacher persuades his pupils to listen to him and study. The politician persuades the

voters to vote for him and his party. The managing director persuades, his subordinates to

do the work according to his way of thinking.

Hence persuasion is one of the importance objective of communication. Persuasion

takes place through some kind of communication.

6. Warning

To warn means to give notice to put on guard or to mentally register danger. We

frequently notice such warning as Beware of Dogs, No Smoking, Danger? etc.

Warnings are given by a higher official to his subordinates in official and factories. Hence

warnings being a method of communication is essential to get the work done.

7. Motivation

Motivation mans impelling powers to induce a person to act. For example, desire

fear etc. Motivation is one of the important functions of management. We often say that

the manager motivates the worker in a factory ad gets the work done. For this the manager

has to constantly communicate with the men he manages.. Hence motivation can be

successful only through proper communication.

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COMMUNICATION PROCESS

Communication process may involve the various elements as shown in figure:

The above figure shows the following elements in this process.

Sender

The person who intends to make contact with the objective of passing information,ideas1 to other persons is known as sender.

Ideas

This is the subject - matter of communication. This might be opini attitude,

feelings, views suggestions, orders etc.

Encoding

Since the subject matter of communication is abstract and intangil its

transmission requires the use of certain symbols such as wor actions, pictures, etc.

Conversion of the subject matte symbols is the process of encoding.

Channel

These symbols are transmitted through certain channels, e.g. rad telephone, air etc.,

depending upon the situation of the two sender parties. v sender and receiver.

Receiver

Receiver is the person to whom message is meant for.

Decoding

Receiver convert the symbols received from the sender to give I the meaning of the

message.

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Sender Idea Encoding Channel Receiver Decoding

Feed back


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Feedback

Feedback is necessary to ensure that the receiver has received message and

understands it in the same sense as sender. Further, it also acts as an energising factor,

thereby changing of action in the communication.

III. PRINCIPLES OF COMMUNICATION

The communication to be effective must be based on certain important principles.

H. Koontz says that the following principles are useful guides for establisher a good

communication.

1. Clarity: A communication is said to have clarity when it is expressed and

transmitted to the receiver in an understandable manner. Unless the message is well

understood by the subordinates, efficiency in action shall not become reality.

2. Integrity: Managerial communications are only means but not ends. The purpose

of communication is to develop understanding and to bring cc-ordination to attain the

cherished goals of the firm.

3. Uses of Informal Organisation: Managers must make use of the informal

organisation to supplement the communication channels of formal organisation.

BENEFITS OF COMMUNICATION

The importance of the concept of communicator cannot be over emphasised.

Barnard has called it as the foundation of all ground activities. As stated by H. Koontz,

group activity is impossible without informal transfer, because without it, co-ordination

and I change cannot be effected. Communication, thus s a concept, has assumed more

importance in the managerial process. Its importance can also be judged from the

following benefits it provides.

1. Good communication ensures a smooth and unrestricted running of the

enterprise.

2. It helps the managers to arrive at vital conclusion.

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vital factor to run smoothly. The scope and importance of commercial correspondence is

fast increasing every day because of the following reasons:

1. A considerable portion of commercial or business writing is found to be in the

form of letters. Effective communication is the crux (basic of necessity) of human

civilisation. Language is the most suitable and effective medium of communication to

establish essential links among individuals in different walks of life. Effective

communication can be established only through effective letter.

2. Commercial correspondence is expected to open up and maintain good business

relations in order to introduce, promote and conclude business transactions. Thus, it is

regarded as a very valuable instruction.

3. Effective commercial correspondence has enabled businessmen from one. corner

of the globe to capture and expand markets all over the world. Business correspondence is

therefore rightly called as The life blood of modem commercial world.

4. Business agreements concluded orally or through telephone will not be upheld in

the courts of Law, unless they are made in writing. Unnecessary misunderstanding and

troubles can be eliminated it all agreements are confirmed by letters.

5. A business letter is always cheaper. It can handle accurately even the most

intricate (complicated) transactions.

6. On many crucial occasions, a letter can achieve certain appreciable resuIts which

a personal interview may not. For a businessman, time is money, ohe cannot afford to

waste his precious time. The loss of time involved in long personal and business talks can

be done away by writing short letters. Even if the letters are long, they can be kept aside

during busy hours and read during leisure hours.

7. The tongue and the pen are the interpreters of mind, of these two, the pen is more

faithful than the tongue. This is because the tongue being seated in a most slippery place,

may fail in her expressions. But the pen having the greater advantage is not so subject to

error.

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8. The unpleasant task of refusing a request at an interview can be conveniently

accomplished through a letter.

Downward communication

Here communication flows from a superior to a subordinate.

Orders, individual instructions, policy statements, job sheets, circular etc., fall

under downward communication.

Downward communication is eminently suited to-an organisation in which the line

of authority runs distinctly downwards, with each rank clearly below another, to which it is

directly related.

Main objectives of downward communication

1. To gain specific directives about the job being entrusted to a subordinate. The

decisions taken at the managerial level are transmitted to the subordinate staff in the form

of directives so that action may be initiated.

2. To explain policies and organisational procedures. A clear understanding of the

policies gives the lower staff a wider perspective so that they can grasp and play their role

more meaningfully.

3. To appraise the subordinates of their. performance. If the performance of a

subordinate is objectively assessed and the assessment is communicated to him in a

considerate tone, it will definitely promote his efficiency.

4. To give information about the rationale of the job, i.e., to explain to a

subordinate the significance of the job assigned to him and why he has been entrusted with

it.

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TYPES OF COMMUNICATION

Upward Downward Vertical Horizontal Grapevine

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Limitations of downward, communication

Under-communication and over-communication

Downward communication is often married either by under communication or

over-communication, i.e., a superior. may either talk too little or too much about a job.

Delay

The lines of communication in downward communication being very long,

transmitting information to the lowest worker is a time-consuming process. By the time

information reaches him, it may have lost much of its significance, or it may have caused

damaging delay.

Loss of Information

Unless the communication is fully written, it is not likely to be transmitted

downwards fully. A part of it almost is certain to be lost. In fact, it has been experimentally

verified that only 20 percent of the communication sent downward through five levels of

management finally gets to the workers level.

Distortion

In long lines of communication, information is not only lost but even distorted.

Built in resistance.

Built in resistance

The subordinates do not get any opportunity of participating in the decision-

making process. They are expected to receive the policy decisions and directives without

questioning their appropriateness, utility or validly which they resent.

Upward communication

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The communication channel which pushes the flow of information upwards is

known as the upward channel of communication. Managers have only recently come to

recognize the importance of upward communication.

Importance upward communication

Providing feedback

Upward communication provides the Management with necessary feedback.

Outlet for the pent-up emotion

Upward communication gives the employees an opportunity to vent their problems

and grievances.

Constructive suggestions

Often employees offer constructive suggestions to promote the welfare of the

organization. Some of these suggestions, when implemented definitely prove beneficial.

Easier introduction of new schemes

Since the employees fee[ themselves to be a party to the decision- making process,

it helps the organisation to introduce new schemes without unduly antogonizing the

employees.

Greater harmony and cohesion

Upward communication acts as a kind of lubricant. It makes the atmosphere in the

company congenial and creates greater harmony and cohesion between the management

and the employees.

Methods of upward communication

Open door policy

The employees are given a feeling that the managers doors are always open to

them. Whenever they like, they can walk into his room without any hesitation whatsoever,

and talk to him about their problems

Complaints and suggestion boxes

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At some convenient places in the office or the factory, complaints and suggestion

boxes are installed.

Social gatherings

Social gatherings are frequently arranged in different departments. These

gatherings offer a very informal atmosphere in which the employees shed their inhibitions

and talk about their problems.

Direct correspondence

Sometimes the manager may directly write to an employee and ask him to

communicate with him.

Reports

Employees may be required to submit reports about the progress of their work at

regular intervals.

Counseling

In some organization, workers are encouraged to seek the counsel of their superiors

on their personal problems. V

Limitations of upward communication

1. Employees are usually reluctant to initiate upward communication. The managers

might keep their doors open. But they can force the employees to walk in to their

rooms.

2. Employees often feel that if they communicate their problems I their superiors, it

may adversely reflect on their own efficiency.

3. Upward communication is more prone to distortion than downward

communication. In downward communication, distortion is often unconscious. But

upward communication is deliberately distorted. Some managers lose their temper

if they are confronted with unpleasant facts. So information is suitably edited

before it is passed on to them. While transmitting communication upwards, the

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transmitter always conscious of how it Will be received and he cannot resist the

temptation of sugar-coating the information.

4. Sometimes, in the process of upward communication, worker become too bold,

ignore their immediate superiors and suggestions or complaints. This proves

harmful in two ways. The officers have been by - passed feel hurt, white the high-

ups get suspicious of the workers information. The relations between the worker

and their immediate superiors get strained and work suffers.

5. Any negligence shown towards upward communication makes the workers cynical.

They carry the impression that the opportunity to communicate upwards is only an

eye-wash. This acts as a barrier to upward communication in future.

Horizontal communication

Communication between departments of people on the same level in the managerial

hierarchy of an organization may be termed a Horizontal or lateral communication.

Horizontal communication is extremely important for promoting understanding and

co-ordination among various departments.

The purchase department might keep on purchasing material which is neither

immediately needed nor can be adequately stored. The stores may report shortage ofmaterial when production is fully geared up. Scarcity of raw material may cause

production to slow down but the sales department may continue booking orders. Free flow

of horizontal communication among various departments can easily avert the incidence of

such situations.

Grapevine

In every organisation an. informal channel of communication called the grapevine

is in operation.

It is quite natural for a group of people working together to be interested in one

another and talk about appointments, promotions, retrenchments, or even domestic affairs.

Some people derive great pleasure from gathering such secret information and

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transmitting it to others. They are the leaders who control the grapevine. Soon this top

secret reaches everybody.

Keith Davis rightly points out that the grapevine is more a product of the situation

than it is of the person. Certain situations like insecurity of service, uncertainty over

promotions, special increments to a particular employee, certain innovations in the

organization that are likely to affect the job prospects of the employees, are sure to activate

the leaders of the grapevine so that very soon all kinds of rumours spread in the

organisation.

The grapevine in basically a channel of horizontal communication, for it is only,

between people working at the same level of hierarchy who can informally communicate

with one another with perfect ease.

Importance of the grapevine

A safety valve

Apprehensions experienced by workers on matters like promotions and

retrenchments become an obsession with them. Talking about them may not alleviate their

fears, but it certainly provides them emotional relief.

Orqai1sational solidarity and cohesion

The existence of the grapevine proves that the workers are in the rested in their

associates. The very fact that they talk among themselves helps to promote organizational

solidarity and cohesion.

Supplement to other channel

All information cannot be transmitted to the employees through the official

channels. If there is some useful information unsuitable for being transmitted through

official channels, it can be transmitted through grapevine.

Quick transmission: The speed with which information is transmitted through the

grapevine is just remarkable.

Feedback: The grapevine provides feedback to the management.

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Demerits of the grapevine

Distortion : One of the major drawbacks of the grapevine is that it may spread

baseless or distorted news which may sometimes prove harmful even to the employees.

Incomplete Information : The grapevine information is usually incomplete.

Damaging swiftness

The swiftness with which the grapevine transmits information may even be

damaging. A rumour may have spread and caused serious damage before the management

becomes aware of it and can take any rectifying steps.

How to use grapevine effectively

1. The managers should try to spot the leaders. They should try to find out the

people who. are more. active an the grapevine and keep them well informed so that

harmful rumours do not reach the employees.

2. The grapevine should be used to feel the pulse of the employees.

3. If there is any false rumour, the management should immediately use the official

channels to contradict and to dispel the fears of the employees.

4. If the workers are associated with decision-making, the rumour- mongers will be

automatically frustrated. If the workers are already aware that the plant is to be

modernized but that the modernization process is not going to involve any retrenchments,

the arrival of the new machinery and engineers will not cause any undue apprehensions

among them. Thus the harmful effects of the grapevine will be successfully counteracted.

Consensus

In the commercial field, it is felt desirable that when the board meeting is held,

decision should be arrived at through consensus. Unanimous decision help to project agood image of the organisation among the employees as well as share holders.

Consensus does not imply unanimity, for perfect unanimity is just impossible. It

simply means that the majority of people subscribe to a particular view, which all the

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members are willing to accept in the larger interest of the organisation. The dissent is there,

but the dissent is not pressed and it is minimum.

Barriers in Communication

There might be a number of such barriers impeding the flow of communication in

the organisation. These may be classified as (i) Semantic (ii) Emotional or psychological

barriers (iii) Organisational and (iv) Personal factors.

1. Semantic barriers

Semantic barriers are obstructions caused in the process of receiving or

understanding of the message during the process of encoding and decoding ideas and

words. These barriers arise from the linguistic capacity of the parties involved. The

following are some semantic barriers.

Badly expressed message

Lack of clarity and precision in message makes it badly expressed. Poorly chosen

and empty words and phrases, careless omission, lack of coherence, bad organisation of

ideas, awkward sentence structure, inadequate vocabulary, platitudes, numbing repetition,

jargon, failure to clarify implications are some common faults in this case.

Faulty translations

Every manager receives various types of communication from superiors, peers,

subordinates and he must translate information destined for subordinates, peers and

superiors into language suitable to each. Hence the message has to be put into words

appropriate to the frame work in which the receiver operates.

Unclarified assumptions

There are certain uncommunicated assumptions which underlie practically all

messages. Though a message appears to be specific its underlying assumptions may not be

clear to the receiver.

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Specialists language

It is often found that technical personnel and special group develop a special,

peculiar, and technical language of their o increases their isolation from others and builds a

communication barrier.

2. Emotional or psychological barriers

The following are some emotional barriers:

Premature evaluation V

Rogers and Roethliberger in 1952 first pointed out this barrier. Premature

evaluation is the tendency of prematurely. evaluating communications, .rather than to keep

an uncompromised position during the interchange. This barrier can be remedied byempathy a evaluative listening.

Inattention

The preoccupied mind of a receiver and the resultant non-listening is one of the

major chronic psychological barriers, It is a c phenomenon that people simply fail. to react

to bulletins, notices, minutes and reports.

Loss by. transmission and poor retention

When communication passes through various levels organisation, successive

transmission of the same .message decreasingly accurate. It is said that in case of oral

communication about 30% of the information is lost in each transmission.

Distrust of communication

It arises out of ill-considered judgments or illogical decision frequent

countermanding of the original communication by the communicator. Repeated

experience of this kind gradually con the receiver to delay action or act unenthusiasticallyand hence making the communication unsuccessful, though apparently it is complete.

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Failure to communicate

It is quite an accepted fact that managers often tail to transmit needed messages.

This might be because of laziness on the part communicator, or assuming that everybody

knows, or procrastination hogging information or deliberately to embarrass others.

3. Organisational barriers

Organisational policy

The general organisational policy regarding communication an overall guideline to

everyone in the organisation regarding how normally expected to behave in this matter,

Organisational rules and regulations

Organisational rules and regulations affect the flow of communication by

prescribing the subject matter to be communicated and also the manner through which

those are to be communicated. The rules may restrict the flow of certain messages and may

leave many important ones. On the other hand, communication through proper channel in a

specified way prescribed by these rules delays it and works against the willingness of

persons to convey the message. This barrier is strongly operative in Indian Public Sector

enterprises where observance of rules and regulations are more rigid.

Status relationships

The placing of people in superior subordinate capacity in the formal organisation

structure also blocks the flow of communication and more particularly in upward direction.

Greater the difference between hierarchical positions in terms of their status greater would

be the possibility of communication breakdown.

Complexity in organisation structure

In an organisation where there are a number of managerial levels, communication

gets delayed. Chances of communication getting distorted are more in case of upward

communication, because people generally do not like to pass up the adverse criticism either

of themselves or of their superiors.

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Organisational facilities

Organisational facilities provided for smooth, adequate, clear and timely flow of

communication may take a number of forms. Some of these have been mentioned earlier in

the communication media such as meetings, conferences, complaint box, suggestions box,

open door system, social and cultural gatherings etc -If these are not properly emphasized

generally people fail to make effective communication.

4. Personal barriers

A plethora of factors internal to the two parties sender and receiver- to this process

also exert important influences on its operation, as communication is basically an inter-

personal process.

a) Barriers In superiors

Attitude of superiors

The attitude of superiors towards communication in general or in at t, particular

direction affect the flow of message in different directions. For example, if this attitude is

unfavourable, there is greater possibility that messages would not flow adequately from

and or to superiors.

Fear of challenge to authority

A person in the organisation always tries to get a higher position and prestige to

satisfy his needs. As such managers in general try to withhold the information coming

down the line or going up as frequent passing or information may disclose their weakness.

Insistence on proper channel

One of the basic features of superiors exercising of the authority is that they wish

to remain in communication links and they do not like an. type of by - passing in

communication.

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Lack of confidence in subordinates

Superiors generally perceive that their subordinates are less competent and capable,

they are not able to advise superiors or they may not have some information coming

downwards.

Ignoring communication

Sometimes superiors consciously and deliberately ignore the communication from

their subordinates to maintain their importance.

Lack of time

Superiors feel, whether correct or otherwise, that they are overburdened with the

work and they have little time to. talk to their subordinates.

Lack of awareness

Sometimes superiors may lack awareness about the significance and usefulness of.

communication in different directions in general or of a particular subject-matter. In such a

case, communication flow is blocked.

b) Barriers in subordinates

Vertical communication in either direction can take place only when subordinates

also actively participate in this process. There are various factors in the subordinates that

adversely affect such active participation on their part. Some factors which have been

traced in the case of superiors are also applicable here, such as attitude, time availability,

awareness about the significance, etc.

Lack of proper Incentive

Lack of motivations to communicate also prevents subordinates to communicate

upwards. The ward and punishment system of the organization is more responsible for this.If a novel suggestion by a subordinate does not evoke any attention from the organizations,

he would not convey it.

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How to Make Communication Effective

There are various guidelines for making effective communication. American

Management Association has suggested ten commandments of good communication.

Clarity in idea

The communicator should be quite clear about what he wants to communicate.

Communication is a process starting with ideation which includes generation of ideas

which are meant for communication. This is the subject-matter of communication and may

include opinions, attitudes, feelings, views, suggestions, orders etc.

Purpose of communication

Every communication has some purpose, the basic purpose, of any communicationbeing to get behavioral response from the receiver of the communication. However the

ultimate objective may be extended further, for example, getting an order accepted by the

subordinate. The communication should be directed towards this objective by the efforts of

communicator.

Empathy in communication

The way for effective communication is to be sensitive towards receivers needs,

feelings, and perceptions. This is what psychologists call empathy in communication,

implying putting lase in others shoes.

Two-way communication

Communication is a two-way traffic and this fact must be realised in

communication. Two-way communication brings two minds together which is the basic

core Of any communication. It involves a continuous dialogue between sender and receiver

of the massage.

Appropriate language

The subject-matter of communication is transmitted by decoding it into some

symbols. Such symbols may be in the form of words, either spoken or written, and

gestures, if words are used, the languages used for communication should be such, which

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is understandable by the receiver. Technical terminology and multi-syllable words may be

impressive looking, but they can also be troublesome to the listener. One way of making

the communication simple is to use repetitive language with which receiver is quite

familiar.

Supporting words with action

Often it is said that action speaks louder than words. While communicating, the V

sender may use the actions to emphasise a point. This will ensure seriousness in

communication.

Credibility In communication.

One criterion for effective management communication is that demonstrated

through his competence that he Is worthy for trust must also maintain his trust and

creditability. Thus any communication which is based on this trust and creditability will be

followed subordinates.

Good listening

A communicator must be a good listener too. By this process, he is not only giving

chance to others to speck but he gathers usual information for further communication. By

concentrating on the speakers explicit and implicit meanings, the manager can obtain amuch better understanding of what is being said. Nicholas has identified managers suffer

from some common habits of bad listening. Davis suggested ten points which may be

observed in listening. These Stop talking, put the talker at ease, show the talker that you w

to listen to, remove distractions, empathies with the talker, patient, hold your temper, go

easy on arguments and criticism, questions, stop talking. He has emphasized stop talking

because without stopping talking, one cannot listen to.

Key concepts for review

Process of communication

- Encoding

- Grapevine

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- Semantic Barriers

- Psychological Barriers

- Organizational Barriers

- Personal Barriers

- Art of listening

LISTENING

Listening an important aid to communication. Whenever a person communicates

anything orally, it will reach the communicate only when he listens to it. Listening is

different from learning. It involves much more than hearing. Hearing is simply perceiving

sound. When you perceive a sound, you are merely aware of it. You dont necessarily

comprehend it. On the other hand, when you listen, you interpret and assign meaning to the

sounds.

Keys to Better Listening

Following are considered as the keys to better listening.

1. Undivided Attention: While listening to a lecture, one should give the speaker,

his/her undivided attention. In other words, he has to pay more attention to what the

speaker says than to how he says it. Listeners have to focus on the content of the talk and

do not overly concerned about how the talk is delivered. Speaker may have dressed

inappropriately, spoken very fast, appeared nervous. Do not bother. Always give

importance to what is said than how it is said.

Similarly, dont miss a topic simply because it is presented in an uninteresting

manner. Some information that may be boring in fact may prove to be wry much useful.

2. Be Open-minded: While listening to a speech dont look at whom you arelistening to or what the topic is etc. Keep your emotions under control; listen objectively.

You should be willing to accept new information, ideas, points etc., if they are really

useful.

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Dont look at the situation as a win/lose situation. Think it of as a win/win

situation. Because, the speaker wins by convincing audience of the merits of his position,

and the audience win by gaining new information and ideas, which will help them in

performing their duties effectively.

3. Actively Involve Yourself Mentally: While listening to a lecture, actively

involve yourself in it. Dont get distracted. Repeat the important ideas, which the speaker

put before you to yourself. This will be of very much useful to understand the lecture

better. If you feel that noting down the points will be helpful, note down the main points in

a brief manner. Dont become so busy writing down the facts that you miss the message.

4. Listen with a Positive Attitude: Mostly, listeners fail to listen because they are

not mentally prepared to listen. This is not correct. Li4eners should listen with a positive

attitude.

5. No Interruption: Interrupting a speaker creates a barrier to effective

communication. It may be due to impatience, time pressure, etc. Such interruptions have

many negative consequences. They are considered as rude. They tend to drag out the

exchange of information instead of speeding up.

6. Bodily Exhibitions: A listener must show himself that he is interested in

listening. Non-verbal signs can be used to exhibit affirmative head nods and appropriate

facial expressions, eye contact etc., convey certain things to the speaker.

7. Ask Questions: An effective listener always asks questions, clarifies doubts,

seeks explanations, and ensures dear understanding. This makes the speaker realise that he

is really listening.

8. Do not Overtake: Some people instead of listening to the speaker till he

completes his version, speak their own ideas or points. Listening is the price one has to

pay to get the people talk. An effective listener will never overtake the speaker. One cannot

talk and listen at the same time.

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9. Put the Speaker at Ease: By your attitude, help the speaker become relaxed and

aware of a willing listener. Be not only seen to listen, but felt to listen. And use eye

contact.

10. Listen Patiently: The speaker is entitled to be heard, even if you feel his

approach is wrong.

11. Avoid Premature Arguments: Dont interrupt to question or argue about

facts:

12. Remove Distractions: Dont play with papers, pencils or anything else.

13. Indicate Acceptance: An occasional yes or I see or even a nod of the head

indicates attention. It can also acknowledge what is being said.

14. Observe Nan-verbal Cues: Search out the main points. Observe the non-

verbal areas such as tone, pitch, physical gesture etc., which too convey meaning to the

message. A listener may note them down as these will help in revealing if the speaker

appears to be sincere in his views.

15. Avoid Fake Attention: Many listeners mistake silence for listening. They

develop the habit of faking attention. They steadily fix their eyes on the speaker and try to

pretend as good listeners. They usually miss out many important points made by thespeaker.

16. No Personal Bias: It is always desirable to drop personal biase and attitudes

about a speaker arid his views. Listeners often prematurely dismiss lectures as

uninteresting. They assume so and let their mind wander some where else. .

VI. Channels of communication

Todays dynamic business require many mechanical devices for fast of quick

communication for manages to make effective decisions. A manager must communicate

both internally and externally.

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I. Internal Communication

1. Oral communication

a. Face - to - face communication

Oral communication is the most popular means of transmitting - messages, whether

in business or social set up. It is used more often than any other type of communication. *

b. Mechanical devices

i) Staff on location

The superior appoints a staff for the delegation of authority. He communicates with

the concerned worker regarding his work at the time of working hours.

ii) Telephone

In todays fast moving competitive business world, telephone is one of the most

commonly used means of oral communication. It is to make appointments, to establish

valuable business contacts and numerous other things.

Advantages

1. lt saves time

2. Effective if voice is modulated

3. It helps for immediate feed back.

4. The communicator can make sure that his communication has been well

underetood and the communicator can have his doubts clarified.

Disadvantages

1. They cannot use facial expressions.

2. Since telephone service, especially in India is still far from satisfactory, a lot of

time is wasted.

3. A telephone message does not provide a permanent record for legal purposes. .

4. Nuisance of wrong numbers

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5. Dependent entirely on voice modulation

6. Greater chances of missing or misinterpreting something.

iii) Intercom or. Inter-communications

The internal telephone extensions may be brought together on a private board and

control for inter-communication. Any person or department having an extension line can

get in toveh with an outside line or with another extension line of the same office without

going through the central telephone exchange. If such a private switch boarrd is operated

and controlled by an operator employed by the office, it is known as PBX (private branch

exchange)

If there is no operator an automatic switch board is installed for the same purpose,

it is known as PABX (private automatic branch exchange).

iv) Dictating machine

Another mechanical device used in oral communication is dictating machine or

dictaphone. It is just like a tape recorder and it records the message given by the superior.

It is a substitute for the short hander. If the superior is free he will dictate it on the machine

when the typist is free he will types that matter.

2.. Written Communication

A. Through actual delivery

i) Messenger service

Written communication is as essential as oral communication. In this written

communication, messengers were used to transfer the matters both internally and

externally. In this type of communication, the superior will write the matter or type it and

he gives to the messenger, the messenger will hand over that particular file to the

concerned party as soon as possible without any delay.

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ii) Mechanical devices

a. Pneumatic tubes

Pneumatic tubes are located thipughout the office, The basic principle of a

prieumatctube is. a hollow tube in which acun-entofairis forced from one end to the other

end. It transport documents from one department to another. The initial cost is high, but the

maintenance cost is low.

b. Conveyor, systems

Conveyor systems is used. in all offices. Documents are attached to the overhead

wire which moves along supported chains and carry the documents from one place to

another. Horizontal conveyor systems transport files in the same floor, while .a vertical

conveyor system transports documents from top to bottom.

c. Lifts

Lifts may be manually operated .or electrically operated. When documents have to

be passed continuously from the top floor to ground floor crossing 5 or 6 floors, this

system is used.

B. Without delivery

I) Tele Printers

Tele printer works with the help of the type writing machine to send the message

from one place to another distant place. In this method, we can type the message in one

place and it will be automatically typed at the other centre. This tele printer is based on the

law of electro - magnitude, and so it sends the message very quickly.

ii)Telex

A telex machine consists of an automatic electric type writer and a dial box isinstalled there and it has a telex directory like a telephone directory. In India many cities

have telex services, each station has a separate code number. For eg, For Mumbai, the no is

o11, for Madras it is 041 etc., The telex provides automatic communication through the

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printed word between subscribers and establish their own connection to the required party

by dialing a station code followed by the telex number of the called party.

When the subscriber has to call a foreign party, he has to first to book a call to the

International Telex service which gives connection with the foreign party. The charges for

a telex call begin as soon as the number is connected.

iii) Tele - writer

The another device used in written communication is tale writer. It is just like the

tele printer. This is also based on the law of electro magnitude. This is also called as tale

typewriter. But nowadays it is not in use because of its lack of clarity.

iv) Closed - circuit television

In very big organizations and factories this closed circuit televisions are used.

Because it is very difficult to supervise each and every ones work, closed circuit

televisions are fitted in important junctions and are carefully watched by the top authority.

This helps to reduce the cost of production by decreasing the number of supervisors in the

company.

II. External Communication

1. Oral Communication

a. Telephone

The telephone is the most important tool of communication employed. in the

business world today. A telephone is a great tactility, its quickness is its greatest

advantage. It saves time and money and ultimately it is a cheap mode of communication.

The disadvantage of telephone communication is that one is not sure of getting the

number when it is wanted and lf one gets the number the person called may not be

available or may avoid talking.

b. Fascimile (Fax)

This modern machine fascimile or Fax is used to transmit visual materials such as

diagram, illustrations, photographs or artworks. This is connected with a telephone. One

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can transmit the information through the fax to a distant place where an identical copy of

the document is reproduced by the receiving fax machine. The message is electronically

scanned and signals are transmitted to the receiving end.

We can send important documents like certificates, degress testimonials,

agreements and contracts from one place to another place at the speed of a telephone call.

c. E-Mail

This is popularly known as Electronic Mail. This is also similar to fax but are

connected by two computers. The message is typed on the computer screen at one end and

is conveyed to the other computer through electronic impulses.

If the computers have fax, telephone or telex facilities attached to them, E-mail can

be used .to transmit telephonic messages or to send important documents.

Advantages

1. It can be easily stored for future reference.

2. It is quick and time saving.

3. lt both persons are simultaneously sitting at both ends, clarification can be easily

sought.

4. E-mail messages can be made highly confidential by using codes.

d. Tele conferencing

It is now possible to link one telephone number with many telephone numbers

simultaneously, leading to a mini-conference out meeting each other face-to-face. It saves

costly executive time money. We can even attach television (video facilities) to enable

people to see each other while taching.

2. Written Communication

a) Postal & Telegraphic Services

In many business organizations most of the business transact are held only by the

postal services. It is an effective communication least cost of production. Letters, parcels

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are sent through the Offices: QMS (Quick mail service) Post bags. post boxes, insurance

V.PP. are the facilities given by the post offices to the commercial sectors. Likewise

telegram were used for quick transmission.

b) Tele-fax

It is the latest system of machine used in highly, professional offices. In this system

drawings, photographs, documents, are sent through by means of electronic system. The

documents are fed at one end by pressing a button, a similar image is formed at the other

end.

VIII. Elements of communication

The basic elements of communication are:

1. Sender i.e., Communicator: Sender is a person who sends a message. He may be

a writer, speaker or actor.

2. Receiver i.e., Communicatee: Receiver is a person who receives a message.

The receiver may be a reader, listener or observer.

3. Message: Message is the subject matter of communication. It is in the form of a

verbal or non-verbal language. Verbal language means spoken or written words or

numbers. Non-verbal language can take the form of facial or body gestures or expressions.

4. Channels of Communication: Channel is the media by which the message is

flowed from the communicator to the communicatee. It acts as a connecting link between

them.

5. Feedback: The last stage in the communication process is feedback, the receiver

makes it known to the sender that he understood the message. The communication process

is said to be completed when the communicator receives the feedback. Feedback is the

response, reaction or reply made by the communicatee.

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Unit II

COMMON ERRORS IN LETTER WRITING

Commercial English which was in vogue during the Victorian period has lost much

of its charm these days. They have become meaningless jargons, lacking sincerity. The

use of simple, natural English is preferred in commercial correspondence.

Some examples:

1. Commerical English Yours of the 18th instant to hand and the same shall receive

prompt attention.

Simple Usage: We tank your for your letter of the 18 th January 1985. it shall receive

our prompt attention.

Instead of Say

2. We beg of acknowledge receipt of your

favour

We have received your letter.

3. We enclose herewith or Enclosed please

find

We enclose

4. I am to point out that the prices quoted are

subject to attrade discount of 25%

The prices quoted are subject to a trade discount of

25% (The words I am to point out are redundant.

5. With a view to a discussion of the matter To discuss the matter.

6. it will be appreciated that owing to

fluctuation in prices it is impossible for us to

quote

Owing to frequent price changes we fare unable to

quote.

7. Adverting to your favour Referring to your letter

(or)

Thank your for your letter

8. We beg to thank you We thank your

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9. The favour of your early reply will oblige I shall be glad to hear from you soon.

10. Assuring your of our best attention at all

times. / Thanking you in anticipation. We beg

to remain / Awaiting the favour of you early

Meaning less endings. Hence better to avoid them.

Altogether.

11. As per According to

12. At your earlier convenience As soon as possible

13. Only too pleased to Very gald to

14. please be good enough to advise us f Please tell us

15. Contents noted Unnecessary expression; hence can be omitted.

16. 2nd inst., Proximo, ultimo Better to mention the name of the month.

17. Our Mr. Antony Mr. Antony, our Sales Officer.

18. Commence Begin

19. In the course of his speech, he talked on

the question of security

During his speech, he talked about security

20. Rules have been made for the avoidance

and settlement of disputes

Rules have been made for avoiding and settling

disputes.

21. Achievement of this goal is not possible

without the co-operation of the staff

This goal cannot be achieved without the

cooperation of the staff.\

22. We shall advise you as soon as goods are

ready

Inform

23. We don anticipate any difficulty in

meeting your requirements

expect

Correct the following:

Questions Corrected Answers

1. 9 persons .. (Nine persons)

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2. Twelve days..

(Rule: Figures must be used for numbers 10

and above; they must be spelt out if below ten.)

(12 days)

3. Thirty five members attended..

(Rule: A hyphen must be used to join the

compound numbers from 21 to 99)

(Thirty-five)

4. 0.45 = .

(Rule: Two zeroes must be put before the

decimal point in case there is no integer in a

figure )

(00.45)

5. Twenty-fifth December 1989..

(Rule: Date must be written in figures)

(25 December 1989)

6. 90 clock

(Rule: if 0clock is used to indicate time, the

numeral must be spelt out

(nine 0clock)

7. please acknowledge the receipt of this letter.

(Please acknowledge receipt of this letter)

8. The Sales Manager and not his assistants, were responsible for this omission.

(The Sales Manager and not his

assistants, was responsible for this

omission.)

9. One of the directors have resigned. (One of the directors has resigned.)

10. The committee is unable to agree on the

proposal.

(The committee has unable to agree

on the proposal.)

11. The Committee have submitted their

report

(The committee has submitted its

report. Here the committee is

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1. Letters of - Enquiry and Replies:

These are meant for knowing the availability of goods price lists, V terms of trade,

request for lowest quotations etc, and replies from business units. V

2. Offers and Quotations: V

These are letters in the nature V of a circular announcing offer of goods cautioning

the danger V of poor supply in future and emphasizing the benefits of present buying.

Letters containing quotations sent in response to a request theref9r state the rates at which

goods will be offered for sale.

3. Orders and their Execution:

Letters placing orders with firms V for the supply Of V specified quantities of

goods, letters intimating execution of orders or requesting condonation of delays come

under this category.

4. Status Enquiries:

Letters written to business hoses to ascertain the advisability of granting credit to

specified parties when fresh applicants for credit approach them are called letters of status

enquires. The persons addressed are the firms furnished as references by such credit-

applicants.

Replies furnishing opinion on the Credit standing of parties referred to also come

under this type.

5. Complaints, claims and. adjustments

Letters of-complaints are many. They may be with regard to poor quality of goods

supplied, short supply, delay in the. execution of orders etc. Replies assuaging the

wounded feelings, called adjustment letters require to be drafted. with tact, ad courtesy .

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6. Circular Letters:

These letters convey messages meant for a number Of parties may be customers,

business friends, dealers etc.

Example: Removal of business to new premises, obtaining an agency, clearance

sales, retirement of a partner etc.

7. Letters Relating to Agency:

Applications requesting grant of agency, letters granting agency, letters seeking

reasons for foor sales performance etc. come under this type.

8. Collection Letters (Dunning Letters):

These are letters demanding settlement of dues, granting time extention for

payment threatening legal action against continued default etc.

9. Application for a situation:

These relate to applications put in for appointment to posts advertised or heard

about. Appointment letters and letters verifying reference will also come under this

category.

10. Letters of Recommendation.

They may be testimonials given or letters in traducing business friends to other

business houses for help.

11. Letters Relating to Export and Import:

These comprise letters seeking price quotation Placing orders with foreign

suppliers advice of shipment, letters of advice of sale etc.

12. Bank Correspondence .

Correspond, with the bankers by any business house is very frequent. Standing

instructions to bankers, letters regarding dishonored cheques, those requesting loan

facilities, correspondence by bankers to business houses (e.g asking 1. for production of

more securities) letters from banks to their Head offices and vice versa, letters from one

bank to another alt these come under this type.

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13. Insurance Correspondence:

Requests for cover against fire or marine risk, notice of damage by fire together

with claim, replies of insurance companies accepting liability or rejecting claims come

under insurance correspondence

14. Secretarial Correspondence:

The correspondence of the company secretary with the directors, shareholders,

office staff, Registrar of joint stock companies, correspondence with various government

bodies with banks, stock exchanges, etc. come under secretarial correspondence.

15. Correspondence with Government Departments:

No business unit can function these days without having something to do with

various government departments. Obtaining licenses, submission of various statical data,

seeking clarifications on various government orders-all come under this category.

These are the important kinds of business letters.

Note:

If a question on kinds of business letters is asked under section A or B, itls enough

to enumerate the various kinds of business letters given as paragraph headings in this

answer, In other words, n explanation is needed.

Structure of a Business Letter

A Business letter consists of eight parts

1. Heading

2. Date

3. Reference number

4. Inside address

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The name of the organization is printed at the top of the letter and the address at the

right hand side. It may also give particulars such as description of the business, telephone

number telegraphic addresses of its branches and the address of its head office. The

following letter-head is a typical one. The printed letter head, thus constitutes the sendersaddress enabling the addressee to reply.

Date

The date is typed next to the address, at the right side of the letter There are three

ways of denoting the date:

(i) English Style - Englishmen generally write the date as, 30th October 1998

(ii) American Style - October 30, 1998

(iii) Oxford University Press Style - 30 October,1 998.

In the English style the date is written in the order of day, month and year. In the

American style it is in the order of month, day and year. The Oxford style is similar to the

English except that the day is not followed by the suffixes-st, nd, rd and th. In all the three

types, a comma is placed before the year and a full stop after the year.

3. Reference Number

Reference numbers are often quoted at the left hand side of the letter but not on the

same line of the date. The reference may take a variety of forms. Let may serve to identify

either the department other section of a department from where the letter was written.

e.g.- Our, ref: Dep. B\o.

or it may refert o the file in which the correspondence is to be found:

42

VENGATESWARA LIMITED

(Dealers in Textiles)

Phone: 654 561, Ashok nagar,Tele: Madras

Gram: Balaji

Ref.No ..


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e.g.- Our ref: R 468.78

It is also common that the reference consists of the initials of the person dictating

the letter and of the typist:

eg. - Our ref: RG\YR .

The reference enables the original writer to identify the particular member of the

staff who had dealt with the letter. Failure to quote a given reference causes much

inconvenience and surely it is discourteous.

4. Inside Address

This is the address of the person to whom letter is directed it is typed from the left

hand hand margin with three line spacing below the reference line. This inside address isuseful to the writer. Normally, copies of such letters are filed for future reference.

Without the inside address, we can not identify the addresses at that time. It may be either

in the indented form or in the block from as shown below.

Indented form Block form

Messers. Chellam & Co. Messers. Chellam & Co.

444. Main Road 444. Main Road

Kovilkpatti Kovilkpatti

In the indented form each line is indented five or more line spaces to the right of

the first letter of the preceding line. In the block form each line starts at the margin, and

punctuation is omitted wherever it is not necessary. The former4 form is commonly used

in England and the latter in the U.S.A. But there should be consistency in the use of any

one particular form. Students are advised to follow block form consistently in all letters.

The address should be correctly punctuated. Commas should be placed after the

firms name after the door number and after the name of the street. A full-stop should be

upt after the name of the city.

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Inside address need not be written on a post card, since outside address appears just

on the other side.

Modes of addressing

Mr, Miss, Mrs and Messrs, are the ordinary titles used for addressing

correspondence. There are also other titles of rank such as Doctor, Professor, Sir, Colonel,

Captain, Reverned.

Mr. is the appropriate mode of addressing in general, it becomes a must when

forename or initial is not known.

(e.g.) Mr. R. Kaviarasu / Mr. Kaviarasu

Miss - The name of an unmarried woman should be preceded by Miss or Selvi.

(e.g.) Miss K. Sutha / Selvi N. Geetha

Mrs- The anme of a married woman should be preceded by Mrs. (Mistress) or Tmt.

(Thirumathi)

(e.g.) Mrs. Gandhi / Mrs. Indira Gandhi

In foreign countries, the practice is to write the husbands name ( or initials) and his

surname after Mrs

(e.g.) Mrs. Robert Kennedy or Mrs. R. Kenney

If the husband name or initial is not known, surname alone may us used after

Mrs. This is quite common.

(e.g.) Mrs. Kennedy / Mrs. Naidu

In western countries, normally the Chirstain name of the woman is not written

except in legal documents.

But in India, the common practice is to insert personal name between Mrs and

the husbands surname for easy identification.

(e.g.) Mrs. Indira Gandhi

- Personal name and husbands surname

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Mrs. Gandhi

- Husbands surname alone.

Anyway, a married women should not be addressed by her personal name below.

Wrong: Mrs. Sarojini / Mrs. Chandra

Messrs: it is the abbreviation of Messiers, it is the plural of Mr. Therefore, it is

appropriate to use it in the plural where Mr (or Esq) woule be used in the singular. But

there are some difficulties in using this rule.

In addressing a firm

Partners constitute a firm, custom has prescribed the rule that firms are addressed as

Messrs, when the firms name includes a personal element, it should not be addressed as

Messrs. When its name is already preceded by a courtesy title or by the word the.

Dr. Nanjappa & Sons.

e.g. The Himalaya Trading Company

in addressing incorporated bodies

The use or non use of Messrs in addressing an incorporated body like a limited

company is much a matter of opinion. Although limited company is an artificial person in

the eyes of law, it cannot logically be addressed except through an agent. Besides, there is

a probable gain of efficiency if we address correspondence direct to the person concerned

like the managing director, the sales manager, the personnel manager and so on. When we

do not know which of the companys officers will deal with our letter, we may address it

to, The Secretary or The Manager.

Recommended practice

a) For firms

Messrs. is used to address a firm that has a persona! name.

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e.g. Mssrs, R.K. Sen & Co, (Personal name)

b) For incorporated bodies

It is better to address correspondence to the particular officer concerned.

e.g. The Manager,

c) Some donts

The title Messrs should not be used in the following cases:

1. When an individual is addressed:

Mr. K.A. Raja, Managing Partner,

The chief Accountant Morarji Mills Ltd.

2. When a title is already included in the address:

Rajah Sir M.A. Muthiah Chettiar & Co., Sri Meenakshi Govt.College for Women.

3. When the title is impersonal

Rainbow Trading Stores

4. When the title beings with The

The New deal Radio Co.,

5. The Salutation

The salutation is the complimentary greeting when the writer begins his letter. This

appears just three line spacing below the inside address, close to the left hand margin. The

form of salutation depends upon the writers relationship with his correspondent.

The salutation SW is commonly used in all government correspondence, and in a

vary formal business letter.

For ordinary business purposes. Dear Sir or Dear Madam* (for both single and

married :woman) is used for addressing a single person. Dear Sirs, (or Mesdames*) for

addressing two or more (especially when a letter is addressed to a firm.) Salutations., are

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not used for office memoranda. Like formal invitations, they are written in thethi rd

person.

Dear Mr. Ravi and other similar forms may he used where the correspondents are

personally known to each other or where the writer wishes to foster a personal touch to the

letter as a matter of business policy.

Gentlemen is a formal mode of addressing like Sirs. Now its use is specially

adopted for letters and reports addressed to bodies such as boards, committees and

councils. This salutation is not widely used in ordinary business correspondence.

It should be noticed that the salutation is always followed by a comma.

6. Message

The message refers to the information to be conveyed to the addressee. Hence, this

is a most important part of the letter.

This should be written in clear and concise English with correct paragraphing and

punctuation. Commas and question marks should be used sparingly to have exactness of

meaning and to avoid ambiguity. Typing - of the message begins two clear line spacings

below the Salutation. Paragraphs are similarly spaced

The body of the business letter usually consists of the following three parts:

i) Opening Paragraph

ii) Main communication and

iii) Concluding paragraph

The various subjects dealt with should be treated in the order of their importance

and a separate paragraph should be devoted to each subject. . .

a) Opening paragraph sees as an introduction to the suhject matter dealt within the

letter. It should begin with such good natured and friendly, expressions as:

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We are happy to - I We are glad that I We thank you for your

b) The body of the letter depends upon the circumstances. If the letter is short, and

deals with only one matter, one paragraph is sufficient. When there are several matters to

be mentioned, however, each should be dealt with in a separate paragraph. This will

facilitate easy reading.

C) The concluding paragraph consists of a few sentences to conclude the letter

smoothly. This paragraph should be as effective and convincing as possible because this

part of the letter is likely to stay in the memory of the reader.

A few examples:

Assuring our best attention at all times

I should appreciate the opportunity of calling on you to demonstrate our new

noiseless typewriter.

We accept the full blame for the unfortunate errors, and offer our sincere

apologies. . .

7. Complementary Close or Subscription

This consists of words expressing the regard of the writer towards his

correspondent, it is simply a polite way of concluding a letter. It should always be

consistent with the salutation: It should agree with the salutation not only in number and

wording. bu also in style. It is typed two line spacing below the last line of the body

Salutation Complimentary close

1. Sir, Gentlemen,

Dear Sir, Dear sirs,

Dear Madam, Dear Mesadames, Yours faithfully,

2. Dear Mr. Ravi

Dear Mrs.

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Dear Miss.

Dear Yours sincerely

The most commonly used subscription is Yours faithfully Yours sincerely is

used in business letters only. whether writer is well acquainted with the person

addressed .In some case, depending upon the intimacy between the writer and his

correspondent, an expression

8. Writers Signature arid Designation

It is the last part of the letter and is placed after the complimentary close. It is the

signature of the writer or the name of the him or .company \ which is represented. Those

who cannot sign legibly hive their names typed below their signatures. Signatures on

commercial letter vary according to the authority of the person signing the letter.

Per Pro Signatures

In a large organization. It is impossible for the head of the organization :o de with

the entire correspondence. Hence, certain employees are authorized to sign for the firm.

They are said to sign per procurationment [per pro or p.p)

The authority may result from custom or from the execution of a

>roper Power of Attorney.

The existence of the proper authorization should always was be indicated y the

signature, thus:

per pro Muktha & Co..

P.C. Sekar .

An employee with no social authority tG bind the firm would sign

Kavitha & Co.. . or For Kavitha Co.,

per K. Dhasan . K. Dhasari

The modem tendency is to omit the per instead the designation of the signatory

(e.g. Personnel Manager, Sales Manager or Secretary) is usually added. Then the recipient

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wilt be in a better position to estimate the exact scope of powers and duties of his

correspondent.

Firm

A partner signing for his firm may write the name of the firm without the addition

of his name or initials:

SANKARGANESH&CO

Womans Signature

A woman, especially when Writing to a stranger. should indicate whether she is

married or single so as to ensure that she is properly addressed in any reply. \She may do

this in the (following way s when she writes her name below her signature:

married: (Signatue)

(Mrs. UMA Arasu

Single (Signature)

(Ms. R. Sugannia)

Enclosures: When documents or papers are enclosed with the letter, it should be

indicated on the left hand bottom corner of the letter by writing the word Enclosures, or

Ends.

(e.g.) End : one cheque.

Postscript (P.S.)

If the writer wants to write something after the completion of the letter, he writes a

postscript. The postscript begins with its abbreviation P.S. As the P.s. is a part of the letter,

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it acquires the signature of the writer or his initials. Postscript should be avoided as far as

possible and should be used only in unavoidable cases.

The initials of the person dictating the letter and of the person typing it are often

placed at the bottom of left hand corner of the letter. They are typed in capitals and

separated by an oblique line.

(e.g.) V.R.1K. C.

The first initials indicate the party who has written it arid the second initials

indicate the party who has typed it.

Use the correct Proposition

Arrive at the 15th June

Sold to a competitive price

Supply your at the date fixed

Your order from the 20th June

No demand in this design.

The terms to which we are prepared to well.

Replenish our stock with low prices.

Arrive on the 15th June

Sold at a competitive price

Supply your on the date fixed

Supply you of the 20th June

No demand for this design.

The terms on which we are prepared to sell.

Replenish our stock at a low prices.

Essential of Good Business

Business letter-writing

Communication is the life-blood of any business. A good lot of business is done by

means of correspondence. Daily, thousands of letters, as silent and reliable salesmen,

move out and move in to accomplish their ends. Letters (a) establish contact between two

parties separated by long-distance (b provide w6tten evidences of what pass on between

persons resulting in contractual relationship and (c) serve as a cheap mode of

communication.

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Being different from personal letters, business letters are to be i written with

special attention and in a particular style. The following may be considered for this

purpose:

1 Choose the right word t convey the proper meaning of that you want to express.

2. Choose the simple word to make your letter easily understandable. The tendency

to use, more complicated and round about methods. of expression of words or idiomatic

sense should be avoided.

eg. We shall be in a position to effect delivery - This may be written as:

We shall be able to deliver.., or We can deliver

3. Use adjectives and-adverbs sparingly - e., they must be used only then they areessential and contribute something to the meaning of the statements.

4. Avoid unnecessary prepositional phrases and simplify your language. Prof.

Gartside brings out this common failing in business letters (viz using cumbersome-

substitutes for a single word or a few ,simple ords). He gives the following as examples.

Instead of Say

In the event of . If

So as to

With a view to

With the object of

Having regard to

to

On the question of

With the reference to

With regard to

Object to

On the object to

About/conceming

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Avoid exaggerations : As in the commercial advertisement a common mistake in

business letter writing is to exaggerate things ir order to produce a striking effect. This is al

right in advertisement but not desirable in letters.

6. Avoid foreign phrases and idioms which are used common by in English. They

have no place in Business English.

Information technology and the future

Modern business depends on two vital areas, management and communication.

Ineffective management and communication will lead to fall in morale, low productivity,

poor turnover and ultimately to financial disaster. Effective communication takes place

only if a message or information gets transmitted from one individual (or group) to another

and obtains the correct and anticipated response from the receiver. Nowadays,

communication is dependent on high technology generally called Information Technology

(IT). Information Technology has growth immensely having great potential for speed and

efficiency. The revolution in IT has been accelerated by the invention of the silicon chip

followed by the modem digital systems. Together, they have transformed compunction by

replacing the traditional forms of communication including the analogue telephone.

Instantaneous communication of a large volume of signals around the world has become a

reality. Soon we will be seeing cashless banks and paperless offices. All that we have

studied in the foregoing chapters Enquiries and offers, quotations and orders,

complaints and civisms may appear unnecessary in a situation where a business manager

sits before his lap-top equipped with a web-camera, negotiating a deal. It is true that

traditional business correspondence should give way to the telephone, telex, the fax, e-

mail, the internet and voice mailing systems wherever speed is the watch word.

However, business communication through letters will continue to have its

influence in business c :ls1he high-tech machines can just tell you how you cancommunicate efficiently and quickly. But they can hardly tell you what you have to

communicate because they are neither programmed that way nor they can be programmed

to replace human brain. In fact, the development of language as a tool of communication

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itself is a technological advancement. But it is with the invention of the telephone and

telegraph that the revolution began.

What does technology mean to business?

The offices will have less man-power and more machine-power. The tables

containing files, in-box trays will be replaced by digital desks with sophisticated

electronic devices. Lengthy paper-based time-consuming communication will be

eliminated. Internet, e-mail and teleconferences will become the order of the day. Errors in

letters and documents can be corrected by taking advantage of special editing programmes

like the spell-check The dual advantage for business lies in the increase in speed

complemented by reduction in costs. Storage becomes easy demanding less space.

Benefits of technological advancement to business communication

1. Speed of transmission of messages will increase.

2. Accuracy of the transmitted message will be at a higher level than in the

traditional modes.

3. Man-power resource will be saved thus saving resources of energy and time.

4. Cost, particularly recurring costs like wage and wage increases will undergo

phenomenal reduction.

Obstacles that hinder technological advancement

1. Reluctance of managers to adapt to the new advancement.

2. Opposition on grounds of retrenchment from employees and their organizations.

3. Reluctance to make heavy investment in an area that keeps hanging at a rapid

pace making the earlier investment obsolete.

4. Poor planning and improper rate of implementation of high tech modes.

Need for Automation

In spite of the obstacles mentioned above, automation is taking place at a hectic

pace. Banks are urged by the Reserve Bank of India, Joint stock companies by the SEBI

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and even retail traders by the Tax department to use computers for all operations like

storing, retrieving and communicating information. In this context it becomes necessary

for a student of business communication to get acquainted with some of the technological

advancements briefly explained below:

Fax: A facsimile machine (or fax) can transmit a document, as it is, over long

distances to another fax machine connected through telephone line. The document gets

scanned and converted into a signal and gets transmitted. A fax machine, today can

transmit a page in less than half a minute. Newer machine to being developed to make

transmission even faster. Images, pictures in colour can now be transmitted by faxes. It is

still the best method for transmitting documents, charts, graphs, designs and contracts.

Visas issued by some country can be transmitted to the anxious traveler waiting at anothercorner of the world. Faxes produce hard copies that can be filed for future references.

e-mail: E-mail combines characteristics of speaking and writing. One can directly

and immediately communicate with the receiver. One can send a message to another even

if he does not know his whereabouts by just sending it across with the E-mail ID.

Through E-mail one can reach individuals as well as groups. E-mail communication is

more informal. Formalities observed in a traditional business communication are dropped.

The informality can reduce an E-mail message into a rambling message unless one is

careful to put the most important message upfront. Otherwise these is the risk of

overlooking it or missing it. The following are the exercises involved in sending E-mail.

1. You should be having an E-mail account and a password for your identity. Then

you can log onto a computer.

2 You should know the email ID of your receiver. It is not a postal address.

3. You have to compose the message.

4. The message should be sent to the relevant ID through the computer.

5. To receive your e-mail correspondence, you have to log on and search for the

mail at your ID with your password. You can always delete, store, print or forward a

message through the computer. The commands used in sending and receiving messages

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form the front-end and the process of storing messages bef

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