SYBA Semester IV Business Communication SLM-munotes

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1 UNIT I
1
GROUP DISCUSSIONS AND INTERVIEWS
Unit Structure
1.0 Objectives
1.1 Definition
1.2 Purpose
1.3 Types of Group Discussion
1.4 Benefits/Importance of GD
1.5 Process
1.6 Evaluation of a GD
1.7 Guidelines to Crack a GD
1.9 Mistakes to Avoid in a Group Discussion
1.10 Developing a strategy
1.11 Pre-interview planning
1.12 On the day of the interview
1.13 The first defining moments
1.14 Getting down to business
1.15 After the interview
1.16 Managing questions
1.17 Types of interviews
1.18 Personne l interviews
1.0 OBJECTIVES  To understand the concept of Group Discussion
 To understand the means to crack GD
 To evolve skills to crack GD
1.1 DEFINITION "Group" is a collection of individuals who have regular contact and
frequent interaction and who work toge ther to achieve a common set of
goals. "Discussion" is the process whereby two or more people exchange
information or ideas in a face -to-face situation to achieve a goal. The goal,
or end product, maybe increased knowledge, agreement leading to action,
disagreement leading to competition or resolution or perhaps only a
clearing of the air or a continuation of the status -quo. Group discussion
(GD), by virtue of the term, means exchange of views by participants on a
given subject. The whole idea is to bring t ogether a set of people on a munotes.in

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2 Group Discussions and Interviews common platform to share their ideas, thereby giving an opportunity to
exhibit not only their knowledge, but also to understand and enhance their
learning by absorbing the thoughts of other people.
"Group Discussion", is a popu lar methodology used by an many
organizations (company, institute, business school, etc.) these days to
gauge whether the candidate has certain personality traits such as
interpersonal communication skills, confidence in public speaking, team
spirit, leade rship abilities, social behaviour and problem -solving skills.
GDs form an important part of the short -listing process for recruitment or
admission in a company or institution. A Group discussion is a process
where in 10 candidates/persons on an average pre sent their viewpoint on a
given topic in front of an audience. The participants sit facing each other
almost in a semi -circle and express their views on the given
topic/issue/problem.
1.2 PURPOSE Team work is an essential element of business management and corporate
work -sphere, a person‘s ability to perform well in a GD is very critical for
a successful career. A GD helps to achieve group goals as well as
individual goals. The examiner can evaluate both the personality traits and
group skills of candidates participating in a G.D. It is basically a situation
test wherein a sample of a candidate‘s group worthiness and potential as a
worker comes out quite explicitly. Over the recent years, Group
Discussion became a popular method of assessing a candidate‘s so ft skills.
The contenders who are shortlisted on basis of written exams have
qualified with their intelligence quotient, i.e., aptitude and knowledge.
However, since the significance of emotional quotient arose, new tools
such as GD were devised to gauge c andidates‘ social and interpersonal
skills. Organizations conduct GDs to find out whether you possess the
critical qualities/skills to contribute effectively to the goal accomplishment
process.
 It helps evaluate whether a candidate is the right fit for the
organisation.
 It helps assess how a participant performs under different situations in
a group.
 It helps to judge how one conceptualizes and manoeuvres his ideas
through the discussion.
 It helps in analysing the candidate‘s attitude towards fellow members
through one‘s communication and interpersonal skills, listening
ability, humility and tolerance to others ideas.
 It helps in shedding light on candidate‘s leadership and managerial
skills, problem -solving aptitude, creative thinking and knowledge on
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3 Business Communication - Paper II 1.3 TYPES OF GROUP DISCUSSION There are two types of Group Discussion, which are listed below:
 Topic -Based Group Discussion
 Case Study Based Group Discussion
1.3.1 Topic -Based Group Discussion:
There are few candidates in a group, where each gro up is given any topic.
The group members discuss the topic, which is called a Group Discussion.
The topic -based Group Discussion can be further classified as:
i. Controversial Topics
ii. Knowledge -Based topics
iii. Abstract Topics
iv. Conceptual topics
Controversial Topics:
The discussion on controversial topics becomes a debate. Such topics are
given to judge the participants' temper and how they can handle the
discussion without losing their calm. It shows that how a candidate can
represent his/her views without arguing with other participants.
The example of the controversial topics can be Reservation System,
Religion equality, etc.
Knowledge -Based topics:
The participants should have a proper understanding of the topic before
proceeding for a discussion. The information should be enough to
convince the panelists. The essential thing is to be confident. Do not
initiate the discussion if you are not aware of the topic.
The examples of Knowledge -Based topics can be 'CAT vs. GATE' and
'Government jobs vs. Pri vate jobs'.
Abstract Topics:
The abstract topics test the creativity and thinking of a candidate. It also
tests the communication skills.
The example of Abstracts topics can be 'A walk to remember'.
Conceptual topics:
The conceptual topics are widely used today by companies. It tests the
knowledge, logical, and aptitude skills of a candidate. The topic for the munotes.in

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4 Group Discussions and Interviews discussion is randomly selected, giving panelists a space to judge the
participants' creative thinking and ability to handle the situation.
The examp le of Conceptual topics can be 'Life is a Puzzle.'
1.3.2 Case Study Based Group Discussion:
The Case study based Group Discussion is generally followed by the
MBA Institutes, such as IIM, etc. In such a discussion, a problem is given,
and the participants are asked to resolve them. The preparation time is also
higher as compared to other discussions. The panellists test the teamwork
and decision -making skills of the participants.
The participants need to active and updated with the things around them. It
also tests the observation capability of the participants.
1.4 BENEFITS/IMPORTANCE OF GD Increases confidence:
The GD allows the participants to speak in public, which increases their
confidence to speak without any hesitation.
Focuses on Deep thinking:
It tests the knowledge of a candidate. The participants get only a few
minutes (3 to 5) for the preparation. In such a small duration, they have to
make a list of points to speak. The participants in a group listen and
understand other participants points of v iew, making them think deeply
about the topic.
Improves Communication Skills:
GD helps the students to represent their views and ask the questions. It not
only increases the confidence of a candidate but also enhances their
communication skills.
Removes he sitation of speaking :
Some candidates usually have hesitation in speaking in public. At starting,
such candidates might face difficulty while speaking. But, after two or
three Group Discussion, it improves. Group Discussion helps such
candidates to speak l oudly and express their views on the topic. It further
removes their hesitation in speaking.
Team Work :
Group Discussion is also based on teamwork. In a company, it is very
important to work as a team for the assigned project. Due to this, the
quality of w orking together with team members is checked in the Group
Discussion. The panellist also judges the cooperation of participants in the
group. It allows participants to share their views with other participants in
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5 Business Communication - Paper II Behavior :
It helps to understand the attitude and behavior of the candidates towards
other participants in a group.
Listening Skills :
GD improves the listening skills of the candidates. For example, the
panellist may ask any candidate in a group to summarize the discussion. A
candidate c an only summarize if he/she has good listening skills. Due to
this, every candidate presents in the discussion listens carefully. It further
improves the listening skills of the candidates.
Diversity in the Ideas :
The Group Discussion involves sharing idea s with other participants in the
group. Every participant shares his/her thoughts in the group, which makes
the diversities in the ideas.
Recruitments :
Group Discussion is widely used for the recruitment process. It helps
panelist to select a few candidate s from the group. It also helps them to
judge that the candidate is suitable for the organization or not.
1.5 PROCESS It is not fixed that the group discussion is always performed around the
table. People can sit in any arrangement, but everyone should be able to
see every face. It is not only the usual discussion, but it is also a discussion
with knowledge and facts.
a. The process of a Group Discussion starts with the announcement of
the topic . The given topic could be technical, factual, or case study.
b. Befo re beginning with the discussion, the preparation time of 3
minutes is given. The time can also extend in case of a long case
statement.
c. Any participant in the group can initiate the discussion . After the
lead participant, anyone in the group can continue the discussion.
Similarly, everyone gets the chance to speak. One after another,
participants in the group expresses their views on the given topic.
d. It ends when the panelist stops the discussion or may ask one or more
than one participant to summarize the GD. Whenever you are asked
for the summary, remember to cover the discussed points. The
summary cannot include the words that were not part of the
discussion. The participants that were quite among the discussion are
generally asked to summarize it, which is a good opportunity to
present their views. But, it does not mean that everyone should be
quite. The summary should include the essential discussed points and
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6 Group Discussions and Interviews e. The final scores are calculated. Based on the performance of each
participant, the panellist gives the scores. The panellists are usually
four to five to judge the performance of candidates in the Group
Discussion.
1.6 EVALUATION OF A GD A group discussion helps panellists to analyse the following traits in
candida tes:
a. Communication skills :
The business world demands you to have a good command over
communication skills. Discussing with other members in a GD determines
your ability to express opinions, listen to others and the ability to get along
with others. GD Increases confidence by allowing the participants to speak
in public, which increases confidence to speak without any hesitation.
b. Listening Skills :
The panellist observes that every candidate is listening to the discussion or
not. They can also ask any candid ate to summarize the discussion at the
end. The panellist may infer the poor listener in many ways, such as lack
of confidence, poor eye contact, or poor summary at the end. Hence, it is a
rarest and essential skill to be a good participant in a Group Disc ussion.
c. Understanding body language :
The panellists mainly focus on eye contact and hand movements. Your
way of sitting is also essential. Hand movements are the sign of your keen
interest in the discussion. You cannot sit randomly as you are in your
home. You have to be very careful about the ways you sit, speak, etc. The
speaker should maintain eye contact with every participant in the
discussion. But, it does not mean that you should not maintain eye contact
when you are not speaking. You are required to be aware the whole
discussion period. Improper body language is considered as a lack of
interest or a lack of confidence. It will also distract the attention of
panellists from your words. Do not participate in the unusual activities,
such as playing with pens and hairs, tapping on the desks, and laughing.
You should grab your focus only on the topic.
If your hands are crossed it indicates that you are not interested to listen
and you are not open to others‘ opinions. Whereas, if you nod your head
and main tain good eye contact with the speaker it shows that you are
interested to listen to him/her.
d. Leadership skills:
How well you are able to lead the topic by speaking logically and
effectively and also by taking into consideration the viewpoints of all the
other participants will determine whether you can lead a team or no. In a
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7 Business Communication - Paper II essential points of a topic and try to hold the grip of the group to achieve a
common goal. Such candidates oft en score bonus points. But it does not
mean that the candidate who spokes first will get bonus points while
others not. It mainly depends on the content. If the first person's content is
not impressive compared to the other candidates, he/she will get fewe r
scores.
e. Analytical skills :
The GD determines how well you can analyse facts and figures. Your
ability to present facts and figures creates an impact on how well -learnt
and how well -read you are.
f. Team Player :
Panellists look forward to a candidate who is a team player. GD gives an
excellent opportunity to understand whether the candidate is a good team
player or not. A candidates performance in a GD reflects whether he/she is
able to work in a team, trust the team or if he/she wishes to complete ta sks
by himself/herself.
g. Dealing with stress :
In a GD , everyone wants to present and prove their points. So everyone
will try to speak the most so that panellists recognise and give them extra
points. In such a chaotic situation if a candidate is able to keep his/her
calm and present his/her opinions while receiving the opinions of others,
determines his/her ability to deal with stressful situations.
e. Group dynamics :
Being in a group, how well you are able to adapt to the changing situations
decide your f lexibility. The GD goes through different phases and one
should understand the right time to enter and leave a discussion.
f. Problem Solver :
A GD should always move towards finding a solution. Talking about the
situation throughout the GD will never help. Th e candidate who moves
towards arriving at solutions will get more attention than those who keep
discussing the problems.
1.7 GUIDELINES TO CRACK A GD There are some rules of a Group Discussion. The rules of Group
Discussion are listed below:
Prepare well f or the topic :
The quick trick is to note all the important points during the preparation
time. Do not write brief paragraphs. Try to write short points and explain
them briefly in the discussion.
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8 Group Discussions and Interviews Be confident about your content :
It would help if you alway s were confident about your content. If you are
not confident, you may hesitate while speaking, which will create a
negative impression.
Participants Introduction :
Most participants only focus on their content. You should be aware during
the introduction o f all the participants in your group. To get attention, you
can call out the person's name when the discussion gets diverted.
Body Language :
Always take care of your body language. Do not focus only on the
content.
Leadership :
Try to take the lead in the g roup if you are confident about the topic and
the knowledge.
Avoid false starts or commitments :
Do not initiate the discussion if you are not sure about your content. Do
not present any wrong information.
Follow your Domain :
Every company has its own cultu re. Prepare your content according to the
company requirements. For example, industrial companies will focus more
on technical talks, while marketing companies seek the combination of
creative and oriented content.
Do not fight :
In the Group Discussion, s ome candidates often get aggressive. Do not
fight during the discussion. Most of the companies require sensitive and
polite candidates rather than aggressive ones.
1.8 MISTAKES TO AVOID IN A GROUP DISCUSSION Most of the candidates in a Group Discussion are not aware of some
mistakes. Little mistakes can have an adverse impact on our impression
towards the judges, which are listed below:
Stop taking leads if you do not know much :
We should not take the lead in a Group Discussion if we are not much
aware of t he topic. If we are confident and have much knowledge about
the topic, we can initiate the discussion of that group. Otherwise, wait for
others to start. Being second, third, or fourth in the group helps you better
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9 Business Communication - Paper II Do not hesitate to initiate the discussion :
If you have much knowledge and are confident about the topic, try to take
the lead.
Do not copy anyone else ideas or comments :
You should not copy the ideas and comments of other participants in the
group. It creates a negative impression. In case you do not have any idea
about the topic, it's better to act smart. Analyze and listen to other
participants, add some points, and convert it in your own words.
Do not avoid eye contact with other participa nts while speaking :
When you start a discussion, you should not forget that it is a discussion
with multiple candidates. It means that you are not only speaking but
having conversations or debates with them. Avoiding eye contact is
considered a sign of dis respect and a lack of confidence.
Do not lose confidence in the whole discussion :
The group discussion is not carried for a long duration. It is just for a short
span of time. Try always being confident. Do not get nervous if some
point goes wrong. Mistake s often happen, but how to recover is more
important. Take a challenge to correct your mistakes and come back again
with confidence.
Do not speak slowly :
You should always speak loudly in a Group discussion so that everyone
can hear and understand your wor ds. Sometimes, the scene of a GD
becomes like a market where everyone speaks, but no one is clearly
audible. If you have a low voice, there is no chance for you to stand. You
can increase your volume and try to settle down the commotion. It will
also leave a good impression.
Try to contribute in a discussion rather than just speaking :
Some candidates often speak continuously in a single go. The reason may
be the fear of not getting another chance. You should try to cover one
keyword at a time by breaking th e points into two or three different parts.
The words we speak should be valuable without any repetition.
Questions:
a. What is Group Discussion?
b. Why is GD necessary?
c. Explain the GD Process.
d. Explain the importance of Group Discussion.
e. Explain the types of Gro up Discussion munotes.in

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10 Group Discussions and Interviews f. What are the rules of Group Discussion?
g. List mistakes to avoid in a Group Discussion
h. List simple hacks to crack a group discussion for beginners
INTERVIEW TECHNIQUES
Learning outcomes
This model will help a student:
 Describe effective strateg ies to prepare for an interview
 Differentiate between types of interview situations and identify
appropriate interview techniques for each
 Discuss various question types common in interviews
 Be aware of Interview Etiquette
Landing a job isn‘t as easy as ap plying for one. At an interview you have
only got only one shot with a prospective employer before they move on
to more qualified applicants, so it is imperative that an applicant does
everything he/she can to show that he/she is the person they need. This is
your big chance. You have been asked to go for an interview. The
employer is interested in you or he or she would not have taken the time to
schedule the interview. Here are 10 tips for winning at an Interview
1.9 DEVELOPING A STRATEGY Defining your goals :
The most difficult part of finding employment is figuring out what you
actually want to do. Earning a degree in a particular field or working many
years in a specific industry should not limit your options. When choosing
or changing careers, there a re two very important questions to consider:
first, while a particular industry or job title may seem glamorous or
enticing, are you really prepared to take on the day -to-day duties that such
a position entails? Ask yourself whether you are actually ready and willing
to meet the demands of this job or whether it is just a job title you think
you could impress your friends with. Second, are you prepared to live the
lifestyle that this job demands? For example, while the idea of becoming a
talent agent or a p ersonal assistant to a celebrity sounds like a dream job,
are you willing to be at somebody‘s beck and call twenty -four hours a
day? Are you ready to deal with belittling comments and the occasional
difficult personality? Many high -profile and/ or high -paying jobs do not
leave you much free time. If you are not sure of the customary duties and
tasks of a position, try to speak with someone in the field or to a career
counselor so that you can learn more about them. Make sure you research
the job, its duties , and the company before accepting a position. You never
know. That dream job could turn out to be a real nightmare. If its not munotes.in

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11 Business Communication - Paper II possible, seek the help of a career professional when trying to figure your
step.
Career Tests :
Although some people may ridicu le the idea of career tests, sometimes
taking a test may benefit knowing the career you may be inclined towards.
The internet provides a multitude of platforms where one can take a test.
It‘s true that a computer or some pre -manufactured form or even a car eer
counselor probably won‘t know more about you than you do. Therefore,
you should not rely solely on what these tests or counselors tell you. But
be open -minded. If a career test suggests that you would make, say, a
fantastic teacher , why not take the t ime to figure out what such a person
actually does?
Job seeking techniques :
There are several different job -seeking techniques that you may employ.
They include the following:
 Answering an advertisement : Advancing technology has paved the
way for literally thousands of job -hunting Web sites. Infact, on the
Internet, today‘s job seekers can access millions of job openings
around the world with just a few clicks of the mouse.
 Employing the help of a recruiter or employment service firm : If
you don‘t have time to pour over classifieds employment services are
the way to go. Whether you are looking for a temporary or direct hire
job, there are enough staffing firms out there to service the particulars
of any job seeker‘s search for employment, whether you are at an
entry -level or an executive.
 Calling on personal contacts (networking) : Ask professionals how
they got their current position, and chances are at least one will say
through a friend, family member, or business contact. No matter what
profession you‘re interested in, chances are that you know someone in
that field, or you at least know someone who knows someone. The
point is, you should be able to find someone in your desired field who
can help you in some way. Even if this person cannot give you a job,
he may be able to refer you to someone who can. Making connections
to other people is an easy way to break into a new field and a smart
way to advance in your current industry.
 Sending unsolicited resumes directly to the employer (also known
as the direct contact method) : One of the biggest frustrations job
seekers face is browsing through a company‘s available opportunities
only to find that there are no jobs available to suit their skills. So what
should you do if the company of your dreams is not activel y recruiting
people now? The answer is simple: Send a resume anyway.

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12 Group Discussions and Interviews Creating Your Resume :
Once you‘ve figured out what you want to do with your life and how
you‘re going to go about achieving that goal, the next step to actually
getting a job interview is to create an attention -getting resume. Your
resume is the piece of information that lets a potential employer know
what your skills are and whether you would be a good fit for the available
position and/or the company. For this reason, your resume must be as
detailed and informative as possible, without reaching too far beyond a
one-page limit. A second function: You want to create a resume that will
be attractive and draw as much attention as possible. Remember, getting
noticed is the only way to get a job.
Applying Your Strategy :
You‘ve got your resume and cover letter together. Now it‘s time to start
sending it out. Use the Internet to search out available positions and post
your resume to various job boards.
Be Prepared for the Call :
Waiting to hear from interested employers can seem to take forever.
Finding a new job can take up to several months. Try to be patient and
always be prepared. Many employers like to screen a person over the
phone before calling for a personal interview. You need to be rea dy to
impress them with your answers and experience at any time of day.
Getting the Interview call:
Getting a call to come in and interview with a company can be one of the
most exciting and nerve -wracking parts of the job search experience. So
many ques tions arise about what to say, what to wear, when to arrive, and
so on. One main point to keep in mind is that you have already impressed
this person with your resume. Now all you need to do is show him/her that
you can do the job.
1.10 PRE -INTERVIEW PLAN NING First and foremost, you need to ask yourself if it is necessary to prepare
before an important interview and whether having an interview strategy is
an absolute must. Well there can only be one sensible answer to that. Yes,
having an interview strate gy makes you PROACTIVE . Which in simpler
terms means anticipating the way in which the interview will head and
being thoroughly prepared with your answers so that you are not caught
unaware. Moreover, it is also very important to decide beforehand:
1. Wha t facets of yourself do you want the panel to know?
2. What weaknesses or disadvantages do you need to minimize.
3. What do you need to know about the organization to decide whether
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13 Business Communication - Paper II Preparation on self:
 Preparing fo r an interview requires a lot of time and patience. You
begin to know which questions to expect and decide which answers
work best and which fall short of perfect. The more interviews you
participate in, the closer you are to winning that perfect job. Some
useful tips:
 Revisit your textbooks.
 Gear up for general awareness/current affairs.
 Prepare answers with respect to extra -curricular activities.
 Chalk up long term and short -term career goals.
 Introspect on your personality.
 Do thorough research on the organization.
 Prepare questions on the job profile you have applied for.
Practice:
Certainly, you‘ve heard the saying ―Practice makes perfect.‖ It‘s true. The
more you interview —or even practice for an interview —the more likely
you are to master the art o f it. Learn some of the most commonly asked
interview questions, and practice your answers to them. Figure out the
kinds of answers that an interviewer would be looking for, and think of a
way to answer these questions as they relate to you and your own
experience.
1.10 ON THE DAY OF THE INTERVIEW The big day has finally arrived. You‘ve done your homework; you‘re
ready for that hiring manager. With any luck, you went to bed early and
got a good night‘s sleep, knowing you‘re well prepared for the following
day. Y ou get up early, allowing yourself ample time for breakfast. If you
have more than one interview, you may want to carry a snack to pump up
your energy. This is a day when you need to be alert and focused,
confident and prepared.
Dress for Success :
Prospect ive employers will judge you on the way you are dressed. This
does not mean that if you wear do not meet dress expectations, the job will
go to someone else. It simply means that the interviewer looks at your
exterior as a representation of your interior. If it is obvious that you took
the time to choose the right clothes for this interview, it is likely that you
will put the same amount of thought into your work. Arriving for an
interview too casually dressed tells the interviewer that you don‘t care
enoug h about the job or the company to put your best self forward. Dress
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14 Group Discussions and Interviews going to work at the company. The rules of dress laid out for both men and
women are very specific and should be strictly followed.
For Men :
If you are a man interviewing for a professional position, you should
always wear a suit. A shirt and tie might be sufficient to make you the best
dressed guy at your current job, but it won‘t cut it in an interview. More
conservative colours —colours like black, navy blue, or charcoal grey —are
the best colours to choose. Avoid shiny shirts; they are a major no -no.
Socks should blend in well with the shoes and pants. Stick with a colour
that won‘t stand out.
For Women :
The rules of proper workplace attire for women have been changing over
the past several decades. The traditional pantsuit that doesn‘t differ much
from the men‘s version. Professionalism dictates that women wear
trousers/a skirt to an interview. The length of the s kirt (if worn), should be
professional. Knee length is always appropriate. Again, regardless of the
company‘s particular dress code, women are expected to wear a trouser
suit / traditional suit/saree to the interview. Colors should be conservative.
A black or navy blue skirt/trousers and jacket are the best choice. Avoid
colors like pink and powder blue. They won‘t help you assert your
professionalism. Don‘t wear anything that dangles. That goes for earrings,
bracelets, and necklaces. Avoid clothes that are too tight; you‘ll be less
comfortable and you won‘t be taken seriously.
Grooming :
Personal grooming is another matter each candidate must attend to before
heading out the door to an interview. Careful grooming indicates both
thoroughness and self -confiden ce. Women should not wear excessive
makeup or jewellery. If you have painted nails, make sure they are of a
conservative colour. Men should be sure to check that any facial hair is
neat and trim. If you have a beard or a moustache, make sure it is well
groomed. Otherwise, men should make sure that they are clean -shaven
when they arrive for an interview. All candidates should wear very little —
if any —perfume or cologne. Cigarette -scented clothing may also offend
an interviewer with a sensitive nose. Remove an y nose rings, cover your
tattoos with long sleeves, and tuck your water bottle in your briefcase, not
a knapsack.
A few more tips:
o Have everything you need at the interview ready to take with you.
o These include lD card, black pen and pencil, an extra copy of your
resume, and references.
o Place your resume and references in a file folder or envelope to keep
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15 Business Communication - Paper II o Hair should be styled and combed, clothes crisp and pressed, and
shoes polished.
o Arrive at least 15 minutes before your scheduled interview.
1.11 THE FIRST DEFINING MOMENTS The first minute or two of any interview are the most crucial. As the
saying goes, you only get one chance to make a great first impression, and
this is when you want to do just that. By applying the skills discussed
previously ( proper attire, firm handshake, direct eye contact, and so forth),
you should have no problem at making a favourable impression that will
give you an edge over some of your rivals and open the door to an offer of
employment.
Introducing yourself :
o Introduce yourself to whoever is in the reception area.
o Speak loudly enough to be heard and do not forget to smile.
o Introduce yourself to the interviewer.
o Maintain eye contact.
o Use the interviewers name if possible. E.g. ―Good morning, Mr.
Brown. I am Ted Marshal‖.
o Do not offer to shake hands unless the interviewer offers first. Let
your hand shake be firm.
o Do not sit until you are offered a seat.
o Do not place your belongings on the employers desk.
o Do not read or give the impression you are reading items on the
interviewers desk.
Small Talk :
Before getting down to the important stuff —like why you would do well
with this company —it is likely that the interviewer will engage you in a
bit of small talk to get the conversation flowing. Prepare for these
questions as well . Just know that the interviewer really is not interested in
whether or not you hit any traffic or encountered any accidents on your
way to the office. It‘s just part of small talk. All too often, job seekers
make the mistake of launching into a huge dialo gue about how long it took
them to get to the office, how they found a great short cut, and so on. The
last thing an interviewer wants —or needs —in response to these initial
questions is anything longer than ―Great,‖ ―Fine‖, or ―No problem!‖.
Don‘t be verbo se; it can cause the interviewer to question your suitability
to the company immediately.
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16 Group Discussions and Interviews 1.13 GETTING DOWN TO BUSINESS Build on the First Impression :
Let the rules of the first few moments of the interview follow you into the
interviewer‘s office as well . Always maintain strong eye contact with the
interviewer. Be attentive and listen carefully to everything he says.
Answer questions with brief but complete answers, and provide evidence
for the answers you give. If you claim to be a loyal employee, talk a bout a
situation in which you‘ve proven this. Highlight some of your greatest
achievements, both personal and professional. Telling stories about past
experiences is one of the best ways to leave an impression; an interviewer
is more likely to remember a s tory that you told than an answer you gave,
so be sure to cite evidence when you can.
Showcase Your Knowledge :
Here is a list of areas of questioning
o Academic/Technical
o Job experience
o Interests and activities
o General awareness
o Career goals
o Personality
o Back ground
If you‘ve done your homework and researched the company, position, and
industry, you should have no problem demonstrating your knowledge to a
potential employer
Types of questions :
 Rapport questions: Questions at the beginning of the interview that
will relax the candidate and get him or her to speak freely.
 The direct question or close -ended question : This kind of question
permits the interviewee very little, or no freedom in selecting their
response. There is usually one specific answer. ‗What ―A‖ level
subjects did you do?‘
 Bipolar questions or yes/no questions : If the interviewer wants to
limit the potential responses beyond the limitations already imposed
by direct questions, they can ask a bipolar question, which limits the
answer to one of two possible answers or simply ‗yes‘ or ‗no‘. munotes.in

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17 Business Communication - Paper II ‗Were you actually there when the accident happened?‘ (yes/no) ‗Are
you happy in your job?‘ (yes/no) ‗Would you be able to start work by
the first of March?‘ (yes/no).
 The open -ended question : Unlike the previous questions, this type of
question allows the interviewee maximum freedom in responding.
 ‗Tell me about yourself.‘ ‗How do you see the problem?‘ What are
your feelings on this?‘ ‗How do you think a course in business
education or training can help you do the job better.‘
 Probing question : Frequently, the initial response given to a question
may be lacking in detail or may indicate the need for a follow -up
question.
‗Could you give me an example of what you mean by poor
workmanship?‘ ‗When you say you haven‘t been late very often how
many times would you say you‘ve been late during the last month,
say?‘ ‗I‘m not sure I really understand what you mean by that. Can
you give me some examples?‘ ‗Which of those causes is the most
serious, do you think?‘
 Hypothetical or ‘what if’ questions : Questions that ask the
candidate to indicate what she/he would do in a certain situation.
‗Let‘s assume that you have discovered one of your subordinates is
drinking heavily and that it is interfering with their work. What would
you do?‘ ‗Imagine I had to introduce a new piece of equipment or
process which was going to affect the work routine of my employees.
How would you advise me to go about it?‘
 Sell me question : This is one in which the interviewer, asks the
candidate to show how he/she would sell a product to a prospective
customer. For example, the interviewer might say, pointing to an
imaginary motorcycle, ‗Sell me this motorcycle.‘ Or, ‗Sell me this
pen‘, or ‗Sell me this watch.‘
Many start by telling the good qualities of the motorcycle, how it is fuel
efficient, looks beautiful, can ride on rough roads, its pick -up speed, and
so forth. In other words, they begin with the good qualities of the product.
Covey says: ―The amateur salesman sells products. The professional
sales man sells solutions to problems.‖ So open up the customer before you
open up your bag. This means that first you should find out the customer‘s
needs and problem. For example, ask him: ―Do you do most of your
traveling in the city or in the countryside? Ho w many kilometers on the
average do you drive daily? Do you usually take a rider or do you usually
travel alone? Do you want a heavy bike or a light bike? Are you more
interested in its looks or in its fuel efficiency? In what price range are you
thinking? ‖

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18 Group Discussions and Interviews Cute questions :
A ‗cute‘ question is a name given to a type of question an interviewer may
ask to see how you react to an unusual situation. Examples: ―How would
you sell a mirror to a blind man?‖ ―How would you sell a refrigerator to
an Eskimo?‖ Ther e is nothing, as they say, ‗cut in stone‘ here but a good
path to follow is this. Keep your cool and say something like this: ―I
believe a salesperson is one who sells solutions to problems. It would
seem that there is no problem that a mirror will solve; I would not like to
sell someone a product he couldn‘t use. Consequently, I don‘t think I
would try to make that sale. Of course, if the interviewer insists, then you
had better give it a try but he or she will rarely insist.
Illegal or improper questions :
Many countries are giving guidelines on legal and illegal questions in an
interview to prevent discrimination. Questions that involve race, creed,
caste, sex, national origin, marital status, number of children, and the like
are increasingly being held a s illegal in many countries. They are being
seen as invasions of privacy and as forming the basis for claims of
discrimination They are just as inappropriate in the interview as they are
on the application form. Really, the only questions interviewers can ask
are those directly related to the qualifications needed for the job.
Sometimes the question is asked without any bad intent by an
inexperienced interviewer; at other times, it is not so innocent. In any case
if you are asked such a question the only th ing to do is to answer the
question but try to offset the doubt in the interviewer‘s mind by adding a
statement that counteracts his or he misgiving. For example, ‗I am married
but I make sure that my marriage commitments do not in anyway interfere
with my work responsibilities.‖ Or tactfully, ―Is this really relevant to the
post?‖
Standard interview questions :
 What is your biggest weakness?
 What is your greatest strength?
 What qualities do you admire most in people?
 Do you think the time spent in extra -curricular activities when you
were studying, was worthwhile?
 Would you rather have a modest salary with the chance for a big
performance bonus or would you rather have a larger salary with no
chance for a bonus?
 Tell me about the last time you were angry and how you handled your
anger.
 What are the things that motivate you?
 Tell me of one instance where you failed to attain a goal. munotes.in

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19 Business Communication - Paper II  What is most important to you in a job?
 How would you describe yourself in three words?
 Are you looking for temporary or permanen t work?
 What do you want to be doing in five years?
 Why do you want to work for this company?
 How did you become interested in this company?
 What jobs have you held? Why did you leave those jobs?
 Do you prefer working alone or with others?
 What do you like to do in your spare time?
 What makes you think you can do this job?
 What do people like about you?
 What do they not like?
 How would your friends describe you?
Responding to questions :
 Give more than just one word or yes/no answers.
 It is never appropriat e to be cute or funny in your answers.
 Do not be afraid of a moments silence as you contemplate a question
that has been asked.
 Indicate that you have heard the question and are thinking about it.
 Use phrases like ―let me think about that a moment‖ or simp ly
―hmmm‖.
 At all times, keep your eyes on the interviewer.
 Listening during the interview is an important key for success.
 Do not answer without listening or only after listening to half the
question.
Asking questions :
The interviewer will probably give y ou a chance to ask questions toward
the end of the interview. Be prepared. If you are not you will appear
uninterested in the job. All your questions should be related to the job. If
nothing has been said about salary, it is appropriate to ask what the sal ary
is for the position. However, this should not be the first question you ask.
Be sure that the questions you have asked have not been answered before
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20 Group Discussions and Interviews  What are your work hours?
 Is there an opportunity to work overtime?
 What training does the company provide?
 What the options available for research and up -gradation in the near
future?
Closing the interview :
The interviewer will probably say something like,‖ Well, if you have no
more questions― to let you know that he or she is finished. Smile and rise
in preparation for departure. If you have not been offered the job, ask
when you will be notified of the interviewer‘s decision. Thank the
interviewer for his or her time and leave. You may offer to shake hands.
1.14 AFTER T HE INTERVIEW While you may be tempted to put your feet up and sit by the phone after a
successful interview, don‘t pat yourself on the back yet. Even if the
interviewer asked you questions about your salary requirements or asked
something along the lines o f ―If we were to hire you, when could you
start?‖ it doesn‘t mean He/she‘s made his/her decision. After you‘ve
shaken hands and said goodbye to the interviewer, take nothing for
granted.
Saying “Thank You” :
After the interview, there is one more opportunit y to impress the
interviewer. Write him or her a thank -you letter. Remember, you should
send a note to each person you spoke with during your visit to the office.
The letter will bring your name to the mind of the interviewer again.
Simply thank the interv iewer for the time spent with him. Also, mention
that you are interested in the position. Send your letter the day after the
interview.
1.15 MANAGING QUESTIONS From the possible responses given, indicate the answer that puts the
applicant in the best light .
What do you do? :
a. I am a teacher.
b. I teach a class of 40 handicapped children.
c. I am responsible for the physical, social and mental development of 40
handicapped children. This involves not only the personal attention and
motivation of those 40 y oung people but also considerable selling skills
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21 Business Communication - Paper II Why do you wish to work in our company?
a. It has a good reputation.
b. It‘s just like that.
c. I know you spend more on research than any other compan y in the
industry does.
d. My background is finance and I have noticed that the last two chairmen
of your company have come up through the Controller of Accounts
Office.
e. I‘ve met a number of people working in your company and I‘ve been
impressed with the flex ibility the Company offers its people, the
opportunity to move from one functional area to another.
This job is considered by most to be very stressful. Do you think you
can manage the stress involved?
a. Sure
b. I think so
c. While responsible for quality insuranc e in the New Products section
of Company X in Faridabad, I drove three nights a week to Delhi for
my law degree, at the same time supporting my wife and three
children and taking my ailing mother for chemotherapy at the AIIMS,
every Monday for two years.
d. Sir, would you define clearly what you mean by stress?
e. I think there is altogether too much talk these days about stress.
What are your strengths?
a. Sir, who am I to tell you my strengths? You should tell me.
b. I think I am a hardworking, motivated, sufficientl y intelligent young
man who like to take responsibility and can carry tasks through to a
close.
What are your weaknesses?
a. I am a heavy drinker and I beat my wife
b. I tend to get impatient sometimes in the sense that I dislike mediocre
work and people failing to meet targets.
c. I get angry very fast.
d. You should tell me my weaknesses.

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22 Group Discussions and Interviews Tell us about yourself
a. Born in Ambala of a military family and with my early schooling there,
I am a M.Sc. from Delhi University.
b. Born in Ambala of a large, close -knit military fa mily I did my early
schooling there. I attended the University of Delhi on a scholarship
majoring in Mass Communications; summers I worked for Excel
Advertising doing copy for their Rural Marketing Effort in Punjab,
Haryana and UP. Thereafter, I worked in DCM Marketing Division
selling a product (line) very similar to that of your household division. I
think I have average intelligence but with high motivation,
resourcefulness and considerable capacity for hard work.
Do you have any questions you would like to ask us?
a. Yes. What is the typical career path for those starting as loan officer in
your bank.
b. What responsibilities and challenges can I expect to be having in your
organization ten years hence?
c. Who am I to ask you questions?
d. What characteristics of yo ur bank are people working here proud of?
e. What are the training and growth prospects in your organization
f. What is the salary?
g. Where have people in this post moved to in the past?
h. What are you looking for in a candidate for this post?
If we offer you the po st, will you accept?
a. Yeah. I definitely would. It seems interesting.
b. I am excited about the job. I like the philosophy of top management
and the steady growth. The job will utilize my strengths and meet my
interests. I am ready to get started.
1.16 TYPES O F INTERVIEWS Every interview you participate in will be unique. The people you meet
with, the interview setting, and the questions you‘ll be asked will all be
different from interview to interview. The various factors that characterize
any given interview can contribute to the sense of adventure and
excitement you feel. But it‘s also normal to feel a little nervous about what
lies ahead. With so many unknowns, how can you plan to ―nail the
interview‖ no matter what comes up? A good strategy for planning is to
anticipate the type of interview you may find yourself in. There are
common formats for job interviews, described in detail below. By
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23 Business Communication - Paper II work for each, you can plan to be on your game no matter what form your
interview takes.
Structured Versus Unstructured Interviews :
A structured interview is where the interviewer asks a prescribed set of
questions and you give brief answers. If you have done your research, you
should feel fairly confide nt that the interview will go smoothly —or at
least without too many surprises. In an unstructured interview, the
questions are more open -ended. The interviewer asks questions
specifically designed to get you to reveal more about yourself than you
would if you were asked the same old standard questions. The interviewer
is trying to find out more about you, your character, your skills, your
background, and your aspirations. Candidates are not asked the same
questions, and the interviewer lets the conversation flow more freely than
in a structured interview. The questions are open ended.
Phone Interviews :
If you are geographically separated from your prospective employer, you
may be invited to participate in a phone interview or online interview
instead of meet ing face -to-face. Technology, of course, is a good way to
bridge distances. The fact that you‘re not there in person doesn‘t make it
any less important to be fully prepared. In fact, you may wish to be all the
more ―on your toes‖ to compensate for the dist ance barrier. Make sure
your equipment (phone, computer, Internet connection, etc.) is fully
charged and works. If you‘re at home for the interview, make sure the
environment is quiet and distraction -free. If the meeting is online, make
sure your video bac kground is pleasing and neutral, like a wall hanging or
even a white wall.
Screening Interviews :
Screening interviews might best be characterized as ―weeding -out‖
interviews. They ordinarily take place over the phone or in another low -
stakes environment in which the interviewer has maximum control over
the amount of time the interview takes. Screening interviews are generally
short because they glean only basic information about you. If you are
scheduled to participate in a screening interview, you might sa fely assume
that you have some competition for the job and that the company is using
this strategy to whittle down the applicant pool. With this kind of
interview, your goal is to win a face -to-face interview. For this first shot,
though, prepare well and challenge yourself to shine. Try to stand out from
the competition and be sure to follow up with a thank -you note.This is
where studying the job ad or other reference may be the most helpful. That
starting point has many specific words describing the oppor tunity. Work
to use those words in your interview and think about the experiences you
have that use those concepts. For example, if you were a ―supervisor‖ and
the ad talks about a ―manager,‖ be sure to describe how many people you
―managed‖ rather than ho w many people you ―supervised.‖
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24 Group Discussions and Interviews One-on-One Interviews :
The majority of job interviews are conducted in this format. This is the
situation in which you are invited to meet with one person —whether a
human resources professional, your potential boss, or a co -worker —to
speak, in depth, about your qualifications and how you might benefit the
company. The one -on-one format gives you both a chance to see how well
you connect and how well your talents, skills, and personalities mesh.
Panel Interviews :
An efficient format for meeting a candidate is a panel interview in which
perhaps four to five coworkers meet at the same time with a single
interviewee. The coworkers comprise the ―search committee‖ or ―search
panel,‖ which may consist of different company representa tives such as
human resources, management, and staff. One advantage of this format for
the committee is that meeting together gives them a common experience
to reflect on afterward.
Lunch Interviews :
In some higher -level positions, candidates are taken to lunch or dinner,
especially if this is a second interview (a ―call back‖ interview). If this is
you, count yourself lucky and be on your best behavior, because even if
the lunch meeting is unstructured and informal, it‘s still an official
interview. Do not order an alcoholic beverage, and use your best table
manners. You are not expected to pay or even to offer to pay. But, as
always, you must send a thank -you note.
1.17 PERSONNEL INTERVIEWS Interviews are further characterised by the purpose for which the interview
is held. The interview is used in an organisation for several purposes
besides selection for employment. Present employees are interviewed on
occasions such as periodical assessment or appraisal, confirmation after
probation period, and promotion to a higher position. An aggrieved or
disturbed employee is given an interview for settling the issue; an
employee who resigns is also interviewed before leaving. Interviews of
present employees are a channel of upward communication. Employees‘
attitudes, opinions and views, ideas and suggestions, feelings of fear,
hopes and ambitions are revealed during an interview. Besides, the
interview is used for getting feedback in specific situations
Appraisal Or Assessment Interview :
Appraisal interview is a forma l, scheduled discussion between an
employee and his/her manager regarding performance and other aspects of
job profile. It is one of the best ways for an employee to increase
productivity and change work habits. In appraisal interview, the employer
and the employee discuss the performances of the individual and the key
areas of improvement and how the employee can grow through a feedback
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25 Business Communication - Paper II regular intervals , usually a year but could be schedule d half - yearly
specially for new recruits.
For the Appraisal Interview to be successful and useful, both parties have
to prepare for it and must be willing to have dialogue, make joint
evaluation and analysis of agreed -upon goals and possible improvements
in case of deviations. It helps the employees to determine whether there is
a need for training if they lack in any particular skill and who will be
promoted, demoted, retained or fired.
Types of Appraisal Interview :
 Satisfactory -Promotable : The employee‘s performance is
satisfactory and there is a promotion ahead. This interview‘s objective
is to develop is to discuss the employee‘s career plans and to develop
a specific action plan for the professional development that he/she
needs to move up.
 Satisfactor y-Not promotable : The employee‘s performance is
satisfactory but there is no possibility for promotion. This interview‘s
objective is to motivate the employee enough so that the performance
satisfactory.
 Unsatisfactory -Correctable : The interview‘s objectiv e is to find a
way to correct the unsatisfactory performance.
 Unsatisfactory -Uncorrectable : This interview is usually to warn the
employee about his/her performance. The worst case would be that
the employee is fired.
Guidelines for conducting Appraisal In terviews
The following things should be kept in minds while conducting appraisal
interviews:
 Use of actual work data like productivity reports, leaves, orders and
so on.
 Try and avoid negative sentences that directly affects the employee.
Compare the emplo yee‘s performance with a standard not with other
people.
 Encourage the employee to talk. Ask his/her opinion to improve the
situation.
 Make sure the employee gets to know what he/she is doing correctly
or incorrectly. Advise the employee on how to improve things.
Grievance Interview :
A grievance is resentment or complaint by an employee against some
injustice which may be real or perceived. It is unhealthy for an employee
to nurse a grievance. Most companies have a grievance redressal system
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26 Group Discussions and Interviews grievance before the authorities. The exact nature of the employee‘s
grievance is discussed and possible solutions are arrived at in the meeting.
Grievance Interviews are a formal opportunity for i ndividual employees to
provide management with their conflicts about a company policy,
procedure, practice, or person. These interviews are often given by
Human Resources professionals who are able to act as a more objective
third party separate from the people and situation that may be creating the
grievance.
When an employee brings up a grievance, a meeting with the employee is
arranged as soon as possible. The employee can have a representative
present at the meeting. Sufficient time is set aside for t he meeting and no
needless interruptions are allowed. It is important to keep detailed notes of
the interview meeting; this information will be needed if the employee is
not satisfied with the decision and appeals to the next stage of the
grievance procedu re. The employee is asked to give reasons in support of
his/her case. It can be an intimidating experience for the employee to
present a grievance; hence, the interviewer has to be patient and attentive
while the employee states his/her case. Any questions or request for
clarification should be asked only after the employee has finished
presenting the case.
At this stage, the meeting may be adjourned to consider the action to be
taken. Even if the grievance if not endorsed, there may be scope for
compromis e and reconciliation.
The meeting is resumed to inform the employee of the decision. The
reasons for the decision are defined and the employee is given time to ask
questions. If the employee is not satisfied with the result of the interview,
s/he may appe al the decision to a higher level of management according to
the grievance procedure. A grievance interview is successful only if the
person with the grievance is given full opportunity to speak and state
his/her point of view. The interviewer needs patien ce and empathy to
listen attentively
Exit Interview :
An exit interview is an interview conducted when an employee decides to
resign and has handed in his/her letter of resignation. This interview aids
the organisation with different aspects. Several things can be
accomplished in an exit interview. The organisation can:
 Find out the precise reason for the employee‘s decision to leave. If
there has been any misunderstanding or unresolved grievance etc, this
interview may clear it.
 Get feedback on employee s‘ attitudes to and opinion of the
organisation‘s policies. An employee who is leaving has no fear of the
bosses‘ displeasure and is likely to express his opinion quite freely.
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27 Business Communication - Paper II When the exit interview is handled carefully and tactfully, it can be an
asset to the organisation. For the employee leaving, the situation can be
awkward and uncomfortable, whatever the reason for leaving may be. It is
important not to get drawn into an emotional or heated discussion; staying
calm, and maintaining cordial relations is the most advantageous course.
Career experts often advice departing employees not to be too frank in
expressing dissatisfaction or displeasure with the organisation or any of
the executives. The departing employee could need a reference from this
organisation in the future. Also, with rapidly changing organisational set -
ups, a person who leaves an organisation may return to it if the
circumstances change. It is better to leave the doors open.
1.18 QUESTIONS 1. What is the purpose of Appraisal Interview?
2. List any three preparations to be made by the interviewer before
conducting the selection interview.
3. Importance of Exit Interview.
4. Give three reasons why a Group Interview is conducted.
5. Write any two misconceptions about Onl ine Interview.
6. What are the closing techniques for an Employment Interview?
7. What are the purposes for which organisations conduct interviews,
despite complete information about the candidates as a part of their
CV?
8. What functions does a grievance interview serve for employer and
employee, respectively?
9. How is Stress technique of questioning used by interviewers?
Describe with an example.
1.19 REFERENCES 1. Lesikar, Flatly, Rentz and Pande, Business Communication – Making
Connections in a Digital World, Tat a McGraw -Hill, 2009.
2. Krishnamacharyulu/Lalitha Ramakrishnan, Business Communication,
Himalaya Publishing House, 2014.
3. Adapted from Ronald L. Applbaum and Karl W.E. Anatol, Effective
Oral Communication for Business and the Professions (Chicago:
SRA, 1982), 392 -94.
4. Jane Whitney Gibson and Richard N. Hodgetts, Organizational
Communication: A Managerial Perspective (Orlando, Fla.: Academic
Press, 1986), 330 -33.
5. Charles J. Stewart and William B. Cash, Interviewing Principles and
Practices (Dubuqu e, Iowa: Wm. C. Brown, 1988), 59 -63.

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28
2
GROUP COMMUNICATION – PART I
MEETINGS
Unit Structure
2.0 Objectives
2.1 Need and Importance of Meetings
2.2 Types of Meetings
2.3 Conduct of a Formal Meeting
2.4 Group Dynamics
2.5 Role of the Chairperson
2.6 Role of the Participants
2.7 Draftin g of Notice, Agenda and Resolutions
2.0 OBJECTIVES  To understand the concept of meeting and types of meeting.
 To know how to conduct formal meeting
 To understand group dynamics, role of chairperson and participants
 To draft notice, agenda and resolutions o f a meeting
2.1 NEED AND IMPORTANCE OF MEETINGS According to Cambridge dictionary, a meeting is a planned occasion when
people come together to discuss something.
Meetings are generally conducted to discuss problems or issues and make
decisions. Meeting gi ves an opportunity to have face to face discussions
on issues pertaining to the organisation. It gives a platform to all the
members to voice their opinions on a given matter and helps everyone to
get a 360 degree view of the matter in discussion.
Accordi ng to Thill and Bovee, “Meetings are called to solve problems or
share information.”
Meeting is an important tool in the business environment. It is required for
the following reasons. This also states the importance of meeting.
1. Every matter’s pros and cons are discussed which helps to make the
right decision.
2. The decision is taken when everyone has agreed upon, so it’s
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29 Business Communication - Paper II 3. Improves coordination between various departments.
4. Create a feeling of belongingness in the mind of employe es.
5. Ensures participation of employees and management in the decision
making and policy making.
6. Helps in solving problems.
7. Aids in understanding situations and exchanging ideas.
The meeting can be conducted for various purposes like:
1. To inform or present an idea.
2. To educate and to train
3. To plan actions
4. To design policies
5. To review performance and evaluate it
6. To motivate workforce
2.2 THE MEETINGS ARE OF THREE TYPES 1. Infor mative: The basic purpose of this type of meeting is to give
information.
2. Consultative : The members are consulted to solve a particular
problem/issue.
3. Executive : Executives who have been given authority take decisions
and execute it.
2.3 CONDUCT OF A MEETING The chairperson along with the secretary draft s the notice for the meeting.
They design the agenda for the same. The notice is then mailed or
circulated among the members. On the day of the meeting, the chairperson
along with the secretary needs to be present before time. They should
ensure that the r oom is well equipped to accommodate the members. The
arrangement for sitting, paper, writing pad, pen and pencil needs to be
done. At the same time, the secretary should keep the documents ready, if
the members of the meeting ask for. The chairperson shoul d mingle
informally with the members.
2.4 GROUP DYNAMICS In an organisation, one can find many groups -both formal and informal..
When individuals come together to accomplish a particular task, they are
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30 Group Communication – Part I Meetings and attitudes. These attitudinal and behavioural characteristics of a group
are referred to as group dynamics.
Every organization is a group unto itself. A group refers to two or more
people who share a common meaning and evaluati on of themselves and
come together to achieve common goals.
Characteristics of a Group: Regardless of the size or the purpose, every
group has similar characteristics:
(a) Two or more persons (if it is one person, it is not a group)
(b) Formal social structure (the rules of the game are defined)
(c) The group share common fate
(d) The group is emotionally connected and work towards attaining
common goals
(e) More of face -to-face interaction takes place
(f) Every member is interdependent
(g) Self-definition as group members
(h) Belongingness to the group
2.5 CHAIRPERSON’S ROLE  Set the objective of the meeting.
 The chairperson must know the members and their profiles.
 After checking the quorum, the chairperson begins the meeting.
 He / She mu st spell out the agenda and invite participation from
members.
 He / She should take up items of the agenda one by one.
 He / She must allocate sufficient time for discussion of the item and
then make a decision on it.
 He / She should allocate time for e ach item on agenda and should
ensure that each person takes time to voice their opinion.
 In case of conflict, he / she must intervene.
 He / She must try to make a decision by consensus.
 He / She has to instruct the secretary to keep the record of the
discussions and resolutions passed.
 Prior to the meeting he / she has to circulate notice of the meeting and
set the agenda for the meeting. munotes.in

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31 Business Communication - Paper II  He / She should make proper sitting arrangements.
 Besides writing pads and pens, any other technological support
required should be provided.
 New members should be introduced to senior members.
2.6 PARTICIPANT’S ROLE  To study and prepare themselves as per agenda.
 To voice opinions based on facts.
 Must speak in a clear and concise manner and within stipulated time.
 Should be ready to compromise and to give up something in the larger
interest.
 Should not argue just for the sake of it.
 The members should understand that in a meeting, different views
will be expressed.
 They should understand the importance of meet ing and should not
waste time.
2.7 DRAFTING NOTICES, AGENDA, RESOLUTIONS 1. Notice of the Meeting: It refers to a document that is written with the
purpose to inform the date, day, time and venue of the meeting to be
held, so that members can make themse lves available for the same. It
is prepared before the meeting takes place. It is prepared by the
secretary of the committee.
2. Agenda of the Meeting: It is a document that is sent along with the
notice of the meeting enlisting the various points of discu ssion to
ensure members are well prepared and ensure the purpose of the
meeting is not deviated. It is prepared before the meeting takes place.
It is prepared by the secretary of the committee in consultation with
the chairperson.
3. Quorum: The minimum n umber of members required to conduct the
meeting is known as quorum.
Notice should have:
 Signature of the authority.
 Must be typed on the company’s letterhead.
 Mention the venue which should be convenient to all the members.
 Must state the day and ti me of the meeting. munotes.in

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32 Group Communication – Part I Meetings  Must state the date of the meeting. The notice should be circulated a
minimum 14 days in advance. In case of the AGM in 21 days, the
Board of Directors’ Meeting in 7 days.
 Must state the nature of the meeting.
 Agenda should accompany the notice.
Example: Marygold Finance Company Ltd. 123, Mehata Street, MIDC, Andheri East Mumbai – 400 077 Tel : 022-12345678 Notice 16th September 2021 Notice is hereby given that the 21st Annual General Meeting of IFC Ltd. will be held on Monday, 7th October 2021, at Mahindra Club, 19, Marine Lines, Mumbai – 400 020 at 2.00 p.m. to transact the following business: Agenda Ordinary Business: 1. To read the Notice of the meeting. 2. To confirm the minutes of the AGM held on 24th October 2018. 3. To receive, consider, and adopt the audited profit and loss account for the financial year ended on 31 March 2020 4. To declare a dividend on equity shares. 5. To appoint a director in place of Mr.______ who retires on completion of his term. 6. To appoint auditors and fix their remuneration. 7. Chairman’s Speech. 8. Any other item with the permission of Chair. 9. Vote of Thanks to the Chair. __________________ Company Secretary. munotes.in

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33 Business Communication - Paper II Resolution
Resolution is the decision taken at a meeting.
Resolution: It is the final decision taken in the meeting unanimously by
the majority of its members. It is binding upon the company and prepared
soon after the meeting ends based on the minutes taken by the secretary.
Examples of resolutions:
1. Election of Chairman of Board: RESOLVED that Mr. ABC be and
is hereby elected chairman of the Board of Directors for the year
2020 -21
2. Appointment of Secretary: RESOLVED that Mr. ABC be and is
hereby appointed Secretary of the company on a monthly salary of Rs.
_______, the appointment being terminable by three months notice on
either side.
3. Appointment of Auditors: RESOLVED that Messrs. Kelkar and
Shinghvi Chartered Accountants, Daftary Road, Malad East, Mumbai,
be and are hereby appointed Auditors of the C ompany.
4. Common Seal: RESOLVED that the seal produced at the meeting, an
impression of which is made in the Minute Book, be and is hereby
adopted as the Common Seal of the Company, and that the Seal be
kept in the safe custody under lock and key.
5. Resignation of a Director: RESOLVED that the resignation of Mr.
ABC, a Director, be accepted with regret. It should take effect from
the date of resignation. The Board places on record its appreciation of
the useful services rendered by Mr. ABC.
6. Appointment of Bankers: RESOLVED that a Banking Account for
the Company be opened with State Bank of India, Matunga Branch,
Mumbai 19. RESOLVED further that all cheques drawn on behalf of
the Company and all acceptances in its name be signed by two
Directors and countersigned by the Secretary; and that a copy of this
resolution, the application for opening the Bank Account, the
Memorandum and Articles of Association of the Company together
with the specimen signatures of the Directors and Secretary, be
submitt ed to the Bankers.
8. Declaration of Dividend : RESOLVED that the dividend at Rs. 5 per
share (subject to income tax) on 25,000 preference shares and a
dividend of Rs. 8 per share (subject to income tax) on 30,000 ordinary
shares of the company be and are hereby declared. Resolved further
that these dividends be paid on ___________ to those shareholders
whose names were on the Company’s register on________.

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34 Group Communication – Part I Meetings REFERENCES  Raman, Meenakshi and Sangeeta Sharma. Communication Skills .
Oxford University Press, 2 009.
 Dr. Muthal, Mamta, Dr. Pratima Malwadkar, Dr. Ahalya Samtaney,
Mrs. Saradha G., Mr. Prashant Shelar and Mrs. Bhavana Vaidya.
Business Communication . University of Mumbai, 2009.
 https://www.referenceforbusiness.com/management/Gr -Int/Group -
Dynamics.html
 http://www.yourarticlelibrary.com/business -communication/meetings -
types -purpose -advantages -and-disadvantages/27671




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35 UNIT II
3
GROUP COMMUNICATION – PART II
COMMITTEES & CONFERENCE
Unit structure
3.0 Objectives
3.1 Importance of Committees
3.2 Types of Committees
3.3 Meaning of Conference
3.4 Importance of Conference
3.5 Organizing a Conference
3.6 Modern Method s of Conducting Conferences – Skype & Webinar
3.0 OBJECTIVES  The learner will learn about importance and types of committees.
 The learner will understand the meaning and importance of the
conference.
 The learner will learn how to organise a conference and the modern
methods of conferences
3.1 IMPORTANCE OF COMMITTEES 3.1.1 Committee
Louis Allen defines it as, “A body of persons appointed or elected to meet
on an organized basis for the consideration of matters before it.”
A Committee is “a group appointed by the parent organization which
meets to investigate a problem and, later, to formulate its report and
recommendations.”
The word Committee means a person or persons to whom certain powers
are committed by a parent body.
Generally a committee meets to :
 To get a clear perspective on a given plan.
 To arrive at a decision, based on facts and figures.
 To find out views, attitudes and emotions of participants while
tackling a problem or facing a challenging situation.
 To explore the most appropriate solu tion to a problem.
 To accumulate data. munotes.in

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36 Group Communication – Part II Committees & Conference 3.2 TYPES OF COMMITTEES 3.2.1 Executive committee:
It is a formal body with elected / appointed / nominated members. It has a
formal structure and constitution Members meet only when a formal
notification is iss ued. It looks into administrative issues of the
organisation. The decisions taken by this committee are binding on the
organisation.
3.2.2 Advisory Committee :
It is the reservoir of knowledge and experience. It comprises nominated
members. It provides guidance whenever required. It has no role in the
daily administration of an organisation. The recommendations proposed
by this committee are not binding on the organisation.
Advantages of Committee :
 It offers expert opinions.
 Helps in generating new ideas.
 Immediate feedback is available.
 Ensures employees’ participation and co -operation.
 Helps in developing valuable managerial skills.
 Aids in developing better understanding and co -ordination.
Disadvantages of Committee
 It may cause delays.
 The members may indulge in irrelevant discussion.
 There is danger of domination from some members.
 Poor leadership will lead to no way.
 Inadequate or large membership will cause problems in taking
decisions.
 Members may tend to avoid responsibility.
Workin g of a committee :
A notice informs the members about the day, date, time and venue of the
meeting. An agenda is a list of items that are to be discussed at the
meeting. The meeting begins when there is a quorum – one-third of the
total number of members c onstituting that particular body. A decision can
be arrived at by consensus or by putting the proposition to vote. Decisions
when recorded during the meeting are called resolutions. When resolutions
are recorded in the minute book, they are called minutes of meeting. munotes.in

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37 Business Communication - Paper II Conferences
3.3 MEANING OF CONFERENCE 3.3.1 Definition:
 The word conference is derived from a Latin word ‘ confer’ which
means ‘to consult together’.
 Conference can be defined as “a meeting of people to solve particular
problems, take speci fic decisions or discuss specific matters.
 Problem solving conference, Conference for training, Conference for
planning strategies.
3.3.2 Difference between meeting and conference:
Meeting:
 The number of members is small.
 It has a well defined agenda .
 The decisions taken are legally binding on the organization.
 It is very formal.
 The members are appointed or nominated.
 Meeting is organised to solve pertinent problems or implement a
decision.
Conference:
 It is a relatively informal get together of a large group.
 Decisions taken are of a consultative or advisory nature.
 Participants do not have any voting rights.
3.4 IMPORTANCE OF CONFERENCE  Creates understanding of problems.
 Solutions are worked at.
 Interaction among the delegates helps in broadening understanding.
 Organising a conference is a major public exercise.
 It builds the image of the organisation.
 It helps to build the image of the organization and earns the good will
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38 Group Communication – Part II Committees & Conference 3.5 ORGANISING A CONFERENCES Decide the theme of the conference. Decide days, dates and venue of the
conference. Depending on the subject, prepare the list of invitees and
guest speakers. The main subject could be divided into sub -topics ad these
could be discussed during several technical sessions. Depending on the
scope , the number of days can be decided. The organisers need to work
out on the budget. After contacting the resource persons and confirming
their availability, chalk out programme. Arrangements such as
accommodations and transportation are made for out -station participants.
Research papers/Extracts of papers from participants on the given topic
are invited. A formal invitation outlining the details of the programme is
printed. A formal invite is sent to the invitees and the resource per sons.
Invitations, along with registration forms, are sent to the organisations. On
the day of the conference: Registration desk is arranged for the enrolment
of the participants. The participants with files containing the extracts of
speeches / papers su bmitted by the guest speakers. Pens, badges etc. are
distributed along with the stationary.
Holding a Conference :
Conference is inaugurated by the Chief Guest, who outlines the purpose,
need and possible outcomes of the conference. The Chief Guest’s spee ch
is known as Key -Note Address.
This is followed by Technical Sessions, in which the resource person gives
his / her perspective/s and invites interactions from participants. Each
session is officiated by a Chairman who introduces the speakers, allocate s
time for their presentations, and sums up the key ideas at the end of the
session. He / She mediates between the speakers and participants during
the interactive session. At every technical session there is a rapporteur,
who records the proceedings as w ell as the outcome of the session. The
Conference concludes with a formal valedictory function. The Chief Guest
highlights the key ideas thrown up by the conference and comments on its
overall success. All the participants get certificates. Organisers ha ve to
make arrangements for certificates, souvenirs etc. Feedback from
participants, including their suggestions, are invited to bring about
improvements, If any. Arrangements for food are made by the host. Other
arrangements for technological support shou ld be done. After the
conference is over, a careful analysis of feedback is made. Guest speakers
are sent thank you letters along with copies of their photographs.
3.6 MODERN METHODS OF CONDUCTING CONFERENCES – SKYPE & WEBINAR Webinar (Web -based seminar) : Short for Web -based seminar, a
webinar is a presentation, lecture, workshop or seminar that is transmitted
over the Web using video conferencing software. A key feature of a
Webinar is its interactive elements: the ability to give, receive and discuss
information in real -time. Using Webinar software participants can share munotes.in

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39 Business Communication - Paper II audio, documents and applications with webinar attendees. This is useful
when the webinar host is conducting a lecture or information session.
While the presenter is speaking they can s hare desktop applications and
documents. Contrast with Webcast, in which the data transmission is one
way and does not allow interaction between the presenter and the
audience. Eg: GoToMeeting BigMarker Adobe Connect
Skype for Video Conferencing :
Curre ntly, skype is one of the pioneering consumer video chat and voice
call options. Many of us use Skype nowadays for communicating with our
relatives and friends staying at far off places.
Skype can be used for personal as well as professional use. It can a lso be
used for one to one conversation or one can use it for group
communication. Skype can be used in both formats – voice and video. It
can be used through mobile, PC, Alexa or Xbox.
Skype is also popular because of its additional features which includ es
instant messaging and file transfers. It supports various mobile platforms
and devices (e.g. Windows Phone, Android, Apple (Mac, iPhone, iPad),
etc.) and offers both free and business -oriented services. It also saves time
and money on business travels. including:
 Audio and HD video calling
 Call recording and live subtitles
 Smart messaging
 Affordable international calling rates to mobile and landline
 Private conversations
 Screen sharing
3.7 REFERENCES Raman, Meenakshi and Sangeeta Sharma. Communication Skills . Oxford
University Press, 2009.
Dr. Muthal, Mamta, Dr. Pratima Malwadkar, Dr. Ahalya Samtaney, Mrs.
Saradha G., Mr. Prashant Shelar and Mrs. Bhavana Vaidya. Business
Communication . University of Mumbai, 2009.
https://www.envision -consulting.com/201 8/02/13/5 -benefits -skype -
business/
3.8 REVIEW QUESTIONS 1. Discuss in brief the different types of committees?
2. Differentiate between meeting and conference munotes.in

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40 Group Communication – Part II Committees & Conference 3. Write short notes on:
a) Modern Methods of Communication
b) Objectives of organizing a con ference
c) Advisory Committee
d) Web - conferencing
4. Define the term,” Committee” and explain its need and importance.
5. Outline the objectives of forming working committee.
6. Outline the various steps in organizing a conference.


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41 4
PUBLIC RELATIONS
Unit Structure
4.0 Objectives
4.1 Introduction
4.2 Functions of PR
4.3 Tools of PR
4.4 Qualifications for a PRO
4.5 Questions
4.0 OBJECTIVES  To enable students to understand the meaning, definition and scope of
public relations in t he context of the modern day world.
 To list and explain the functions and tools of a PRO and to identify
the qualifications and skills needed to excel in this field.
4.1 INTRODUCTION Public relations is an important management tool which an organisation
uses to establish, sustain and improve its reputation among the people,
organisations or government bodies it has to interact with. Organized and
well executed public relations activities help develop and maintain good
relationship between an organisation a nd its publics. This goes a long way
in helping the organisation survive and prosper. In this globalised and
competitive world public relations play an important role in building the
image of an organisation.
Definition : Public Relations is the delib erate, planned and sustained
effort of an organization to establish and maintain mutual understanding
between an organization and its publics.
The word ‘Publics’ refers to ‘certain group of people’. An organisation’s
publics are all those groups of peo ple with which it wants to be in
communication. This may include the personnel of the organisation, its
customers, suppliers, investors, competitors and even the community it is
a part of. An individual may be a member of two or more ‘publics’. He
could be an employee of the company, he may own shares in the company
and may even be residing in the same locality. Every organisation has its
own set of publics and some will be more important to it than others. Their
relative importance will vary depending on t he activities of the
organisations, current problem areas and its impact on the public’s or
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42 Public Relations


importance will vary depending on the activities of the
organisations, current problem areas and its impact on the
public’s or target audience connected.

4.5 FUNCTIONS OF PR As communicators they can ascertain the very pulse of the public, and
their perceptions can inform and influence policy decisions of an
organization, be it for finance, marketing, commu nity, government or
environment purposes. They are therefore able to play a vital role as
advisors to the management on diverse aspects. In this capacity they can
help shape company policy.
 The public relations division can act as the image makers for th e
organization or he individual and, by adopting the right medium and
appropriate content, can influence public opinion.
 A good assessment of people‘s culture specifics enables it to devise
suitable strategies in determining an organization‘s goals.
 The ab ility to communicate qualifies it to act as intermediary with
lobbyists or to itself lobby for organizations with people, governments
or international bodies to secure deals.
 Though event management is being carved as a special niche, this is
essentially w hat a PR professional routinely handles.
 Events would include diverse programmes like musical extravaganzas
or book launches. But organizing conferences, meetings, symposia or
exhibitions are again traditionally a PR professional‘s responsibility.
 Crisis m anagement is synonymous with PR. But more important is the
ability to keep the antennae up and alert and pre -empt problems.
PROs (Public relations officers) therefore have to act as sirens that
warn of impending trouble. When a crisis occurs, they are the first
ones sought to defuse the situation, or restrict and control damage.
They have to act as spokespersons for the organization. In rendering Media Customers Financers Community Other organisations Government Suppliers Personnel Personnel Shareholders ORGANISATON munotes.in

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43 Business Communication - Paper II first-aid in a crisis situation, they often help by deflecting public
attention from an unpleasant and unsavo ury occurrence towards a
positive and beneficial one. They have, therefore, been regarded as
doing a white washing‘ exercise. Be that as it may, they are
credited with achieving a turnaround‘ in public perception
and re storing the shine to a tarnished image.
 PROs are the natural and first choice as spokespersons for an
organization and need to routinely interact with the media, the
government or other agencies.
 By virtue of handling both external as well as inter nal audiences their
role overlaps with that of the HRD. In challenging times of strikes,
go-slow motions, lock -ups, mergers and/or acquisitions, they are
ideally suited in addressing and occasionally redressing the concerns
of the employees of an organi zation.
4.6 TOOLS OF PR The principal and basic tools of PROs are the spoken word, the written
word and the image. The nature and the need of the audience determine
the form or the medium.
A) PR and External Communication: The PROs have a wide range of
tools at their command to be used according to the needs of the audience
they require to address.
External Public Relations: The Publics [The external audience] of an
organization may comprise its dealers, customers, transporters, trade
association members, competitors, or government bodies that it needs to
interact with in the course of its day to day business, its investors, other
financial bodies as well as opinion makers and the public at large.
One of the best ways, therefore, to reach such a wide spect rum of audience
is through mass media. Though the TV is one of the most effective means,
its prohibitive cost makes it a deterrent for most except the financially
sound companies. But there are other cost effective means . These could
be the press , (the ne wspapers normally publish a press release of an event
without charge ), staging an open house by inviting its various stakeholders
to visit the company at its office or plant, sponsoring events and
displaying the company‘s name and logo prominently, or by c onducting or
participating in fairs and expositions. Companies which have the financial
means also go in for films, or documentaries of public interest,
highlighting the company‘s role or association with the project. The
widening of technology has offered one more means, the web page, which,
however, needs constant updating, as failure to do so reflects badly on the
organisation‘s ability to keep abreast with the times.
i) Media Planning:
The best means of outreach to the public is through the newspapers, the
television, and now the radio which is seeing a re -birth through the FM munotes.in

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44 Public Relations channels. Issuing press hand -outs before a press conference or press
releases about an organisation‘s forthcoming events is important. It is
important to bear in mind that a press release must be clear, accurate, brief
and objective. With the television and the radio being expensive media
forms, their use would be limited, reserved for only extreme cases of
crises when an organization‘s view point would need to be expressed.
As the press is one of the most effective tools of mass communication, it is
vital that a PRO maintain an up - to-date list of sub -editors to whom the
press release would be addressed. It is also necessary to do a discreet
follow up. One should ensure that the p ress release is in the form of a
newspaper report with all relevant and complete information included.
Example:
THE PROGRESSIVE ACADEM 25, M. G. ROAD, NASIK. From: Ms. S. Dixit, Date: Chief, Information Desk, To :Mr. Subi Johnson Sub-editor, Edu Info Times. For immediate release New President at the Progressive Academy. Mr. S. D. Raghavan, M. Com, C.A., C. S., LLM, has taken over the reins of the management of the Progressive Academy as President from the outgoing President Ms. S. V. Taksale who is migrating to Canada. Mr. Raghavan has been associated with the Progressive Academy since 1985 and has held several important positions with distinction. He has also served as advisor to other institutions and is a member on the Boards of both educational and non-government organizations. He intends to share his plans for enhancement and expansion with parents, students and staff in his inaugural address at the Annual Function.
In addition to the press or other media, some of the other forms o f
interface with the external stakeholders are exhibitions, fairs, open -house
days, documentary films, as also organizing sweepstakes, competitions
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45 Business Communication - Paper II Organising press coverage for important events in the organisation,
getting seni or executives to contribute articles to leading newspapers,
participating in debates on TV channels is part of the image -building
exercise of PRO.
The Internet is the latest and most modern medium to be harnessed by
the PR Department to help in its job. Th e web is an interactive medium
with the widest rea ch, as the term ‘world wide’ appropriately suggests.
Hence, not only is the web page an important tool in publicising the
company, its profile, its achievements and its plans, but it becomes the
ideal medium to be in touch with public sentiment, its perception and
reaction to a company‘s policy or event.
ii) Customer Relations: Customer Complaints, Corporate Social
Responsibility:
a) Answering customer queries, handling customer complaints with
sensitivity and promptness, providing vital information to common public
is the job of the Customer Relations Officer.
PR tries to reach out to a vast number of customers by paying prompt
attention to customer grievances. Growing number of Business
Proces sing Units bear testimony to the fact that attending to customers is
of vital importance to survive the competition.
With the recent enactment of the RTI Act, and a general rise in consumer
awareness, the management of consumer complaints becomes an
impor tant part of the PR department. Often, companies or service
providers, in a bid to retain goodwill, may even offer some adjustment, in
terms of discount coupons or free coupons, to compensate for the shortfall
and retain goodwill. Here is an example:
Shangri-La Resort, Madh Island,
Malad -W, Mumbai.
Nov 18, 2008.
Mr. Ravi Pant,
25, Emerald Heights, GK, New Delhi.
Dear Sir,
We have been honoured to have you as a regular patron for the past
many years. We were, therefore, highly distressed to learn fro m your
letter that you were subjected to discourteous behaviour at the reception
desk after an unconscionable delay by the pick -up van, upon your arrival
at the airport.
We assure you, Sir that we made immediate enquiry, as such a complaint
by our value d and longstanding customer demanded top priority. We
learnt that the unforeseen delay was caused by minor mishap that had
taken place enroute, which had necessitated a very long detour. In normal
circumstances, our drivers, as per standing instructions, a re present at the
airport fifteen minutes before the arrival of the flight. Your arrival munotes.in

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46 Public Relations coincided with the change in shift duty at the resort. The night receptionist
was just going off duty, and the day replacement was on the way to the
desk after breakfa st. We have learnt that it was a new trainee of the
housekeeping department who was discourteous. Needless to say he has
been duly reprimanded. We assure you, Sir, that our regular employees
receive complete training and would doubtless have handled the si tuation
more competently, as your own past experience would confirm.
However, we deeply regret that one of our regular customers was put to
inconvenience. As an offer of goodwill we wish to offer you a
complimentary lunch voucher for two at the prestigious Nizam ’s at
Greater Kailash, New Delhi. We assure you, Sir, of our continued
impeccable service and hope to receive you again on your next visit to
Mumbai.
Sincerely Yours,
Rajiv Krishnan. (Manager, P.R.)
b) There is a lot of buzz in the current co rporate scenario about CSR or
Corporate Social Responsibility . There is a growing awareness and
expectation that a company that prospers and does well financially
should ideally attempt to give back to society in some form or the
other. Accomplishing, as well as advertising this, becomes the sole
responsibility of the PRD [Public Relations Department]. For
example, a pharmaceutical company may organize photographic
exhibitions at public sites, such as railway stations, explaining
through visuals and co mmentary about the scourge of AIDS and
methods of prevention. Or about blindness, and the preventive
measures that can be adopted.
iii) Organising Conferences, Seminars, Workshops: PRD undertakes
this exercise inorder to take a leadership position in sch olarship, and
innovation among organizations dealing in similar ventures. To bring
leading thinkers and people of eminence together, and make their
research available to professionals, forms the core part of this
exercise. Conferences are held to create l inkages and establish
networks.
iv) Fairs, Exhibitions and Shows: Organising such events on one‘s
own, or participating in such events, is yet another PR activity. This
exercise helps an organization to gain maximum visibility and reach
out to cross -sections of the society. Showcasing one‘s products,
interacting with competitors and establishing one‘s position become
important objectives of this exercise.
v) Conducting Opinion Polls and Obtaining Customer Feedback
through Questionnaires : A good relations hip with those whom one
interacts with and who are not part of the company is very essential.
Companies work, not only towards portraying a good image to the
world at large, but also, from time to time, attempt a feedback on
the public perception o f the company. For example, Reliance Energy, munotes.in

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47 Business Communication - Paper II Jet Airways, ICICI and HDFC banks have a regular feedback form in
which questions like, ¯Were you satisfied with the time
taken to attend to your query? are included.
vi) It could also arrange an Open House : This is an occasion when
members of the public, or family and friends of employees, can visit
the plant or factory and be given a conducted tour that explains the
functioning of various departments of the company. Indian Navy
celebrates Navy Week in the first week of December and organizes
conducted tours of some of its warships for the benefit of common
public. The purpose of such an exercise is to entertain and inform.
Vii) Trade Events such as organizing seminars or expert talks by eminent
professionals are yet another way for companies to establish and
maintain good relations in society. For example, when the new
budget is announced, it is common practice for financial and tax -
related companies to organize talks by emine nt financial experts for
both, the general public or the tax professionals of their association.
Viii) Films are another popular way of reaching out to the public. These
can be in the form of relevant documentaries or on the company‘s
profile and its co ntribution to society. The commissioning of films,
however, is an expensive affair and it is only companies which have
deep pockets that can go in for such a medium.
ix) Sponsorship is a very popular means of both publicity and good PR.
It is assumed that a company would sponsor only those events or
programmes that are in line with their policies and thinking .The
Souvenirs produced by non profit making associations or NGOs, for
example, are a means to raise funds through advertisements.
Sponsorship no t only provides high visibility but also, through
financial help, enables the execution of programmes and helps garner
goodwill for the company. College competitive events, television
programmes, sports events, or social projects such as health
awareness d rives become an excellent means to the company to build
a good rapport with society.
B) Internal PR: The internal audience of an organization comprises its
employees at various levels. The PROs can effectively use tools such
as the in -house journ al or magazine or the notice boards. Featuring
articles, photographs, news and views, competitions, quizzes and tit
bits about a company‘s events, achievements, employees‘ promotions,
wedding details, births and deaths announcements, etc., help to lend a
personal touch and go a long way in creating inclusiveness and a
sense of bonding and belonging. Apart from these, organizing
picnics, get -togethers for employees with their families, or off -site
programmes, film screenings or annual sports day or ot her
competitive activities, are other ways of creating and maintaining
good relations with employees. Providing congenial work and
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48 Public Relations availability of funds can result in innovative mea sures of maintaining
good and harmonious relations with the staff.
The Internal Audience of an organization comprises its employees at
various levels. It is of paramount importance to maintain cordial and
congenial relations with the employees for, in the final analysis, it is they
who are the actual people who help the organization achieve it s goals.
The functions of Internal PR are to :
(i) Motivate the employees and boost their morale
(ii) create fraternal feeling
(iii) Ensure free flow of communication in order to earn the trust of the
employees.
i) The Print Medium is the first, easiest and simplest tool. It can be
used in a variety of ways. Bulletins are used to give the employees
news about the latest developments.
In-house journals and magazines or periodi cal booklets are also a popular
means. These usually contain a message from the management, and an
editorial focusing on the latest events or products. In addition, to make
them more interactive and participative, they may include articles by
employees, ne ws about them such as marriages or births and deaths, or
other relevant and significant events such as the company‘s victory in
competitive matches and games, or news that concerns them, like
promotions or notes of appreciation.
ii) Films , both document ary or entertainment, are a good way of
engaging with the employees. When these are followed by
discussions, they afford an ideal platform for interacting with them in
an informal setting and strengthening the employee -management
bond. They could serve th e additional purpose of instruction or
training.
iii) Open House is a wonderful device for image building with the
employees and their families. This achieves the purpose of instilling a
sense of involvement with and commitment to the company. Picnics
with employees also serve a similar objective.
iv) Off-site training programmes are becoming another popular way for
companies to achieve their dual objective of providing both training
and entertainment to their employees in an informal setting.
Confere nces, whether internal or external, become a wonderful PR
exercise to motivate the employees, to up -date their knowledge and,
indirectly, benefit the company.
v) Exhibitions and Competitions form yet another form of instructing,
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49 Business Communication - Paper II vi) Documentation of Press Clippings: becomes an important tool for
an organization to keep track of the image it enjoys in public, just as
the opinion poll findings reveal the perception of external or internal
audiences about itself. Large companies, in fact, have well trained
and specific employees, who regularly cut out the articles that include
a mention of them, and maintain a master copy, as well as
respective ones for the various departments. This enables an
organi zation to refer to them to ascertain public opinion or the
perceptions of various stakeholders before finalising a policy
decision.
vii) Implementation of programmes: like Advice and Counselling, or
Suggestion Schemes help in strengthening the bond betwee n the
management and employees. The importance of congenial working
conditions cannot be stressed enough in motivating employees and
encouraging them to give of their best. It has been remarked, and
rightly so, that, while the modern workplace seems to res emble more
and more a place of relaxation, sport, which is seeing increasing
competition, is becoming more and more of a hard job!
4.7 QUALIFICATIONS FOR A PRO From the preceding detailed description of the job profile of PROs, it is
evident that they ha ve to be primarily and essentially good
communicators. This implies that they not only be able to read, write and
speak one or more languages, but also possess soft skills in dealing with
people tactfully. They may be called upon to write and often edit wr itten
work. They need to groom juniors and train them to take on greater
responsibility. In dealing with the internal employees, they need to address
their problems. This implies that they have to be good listeners too.
Redressing grievances, settling disp utes, organizing or re -organizing the
workforce, and motivating them, call for developing empathy and
understanding.
As PROs deal also with the image, the ability to wield the camera for
photography or films is a great asset. In fact photo journalism and
documentary film making are very useful tools in communicating an
organization ’s plans and progress. Modern technology, which has shown a
dramatic progress, has further empowered and facilitated communication
with video cams, camera with mobile phones, and computers, which
enable not only power point presentations but also video -conferencing and
film making. Since they are called upon to interact with media persons,
whether print or audio -visual, i.e., the press or the T.V., it is imperative
that they be co nfident as speakers.
In fact, organisations appoint one person as their official spokesperson.
These spokespersons need to be senior, experienced, tactful, with a cool
temperament in order to field difficult and often tricky questions posed by
media person s intending to extract inadvertent, hasty and spontaneous
replies that could be used, out of context, to damage an organization‘s
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50 Public Relations for the organization ensures that there is but one uniform response and not
multiple ones that could be misconstrued. This prized ability to speak
judiciously and be able to impact the public at large is what earns the
PROs the tag of ¯en gineers of public opinion , which, though
perhaps not fl attering, speaks of the immense influence they can wield.
In conclusion, one could say that PROs of the present day have indeed
come a long way from the time of their original, humble practice to
occupy a pre -eminent position, particularly in the context of a globalised
economy. But one also needs to bear in mind that in times of a downturn,
they are the first victims on the chopping block, the first to be fired, as
their job profile is not so skill specific as to be considered indispensable.
But in tim es of crisis they, by conveying the right kind of information, at
the right place and at the right time, can convert the resentment and ire of
the public to sympathy for the organization. They dispel ignorance and
provide the correct details. They can wea n the public from apathy and an
uncaring attitude to an interested and committed one. They can help
dislodge prejudice and bring a turnaround to a better understanding. Thus,
they can achieve the enviable feat of effecting a significant shift by
transformi ng a negative perception about an organization to a positive
one. Little wonder, then, that more and more institutes are offering a full
fledged course in this interesting and challenging professional
opportunity, enabling a growing number of youngste rs with requisite skills
to avail of a demanding but satisfying job option.
4.8 QUESTIONS 1. Define PR and discuss its scope in the modern day context.
2. Enumerate and briefly explain the multifarious functions that PROs
need to perform.
3. Name the two kinds of audiences PROs face and the appropriate tools
to address each.
4. What are the various skills need to make a good PRO? Specify
situations that require the practice of each.
5. Discuss in detail any two measures of external/internal PR.
6. Draft a press release to inform of the tenth anniversary of the tourist
festival in your city, which is to be inaugurated by the State Minister
for Travel and Tourism.


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51 UNIT -III
5
BUSINESS CORRESPONDENCE
TRADE LETTERS
Unit Structure
5.0 Objectives
5.1 Introduction
5.0 OBJECTIVES 1. To enable students to understand the nature and purpose of routine
and persuasive business correspondence.
2. To enable students to dra ft and establish better business
correspondence.
5.1 INTRODUCTION Commercial correspondence normally falls into three categories:
i. Business to business letters ii. business to customers and iii. customers
to business letters. In this chapter students will learn about trade letters
that are normally exchanged between the two parties: traders and
customers.
Trade letters include [in the order of their occurrence]
1. Inquiry
2. Order
3. Complaints, claims, adjustments
4. Consumer Redress Letters
5. Credit
6. Collection
7. Sales
1. Inquiry : A letter that seeks information about a product or a service is
known as a letter of inquiry. Unless a buyer collects information about the
product, he cannot place an order. His first step, therefore, is to collect the
information about the product. munotes.in

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52 Business Correspondence Trade Letters Drafting a letter of inquiry: Like any business letter, an inquiry letter
should have a beginning, a middle and an end.
Openings :
The buyer may/can mention an advertisement as the source of
information.
a) I refer to your advertisement in the ……….of………date advertising
the new range of…………….and I wish to inquire about it.
b) I write to inquire about …….advertised by you in the Times of India,
dated …..
or The individual or the firm may furnish a brief self - introduction
a) We are a large chain of retailers and we are looking for………..
b) We wish to replace steel cutlery in 25 of our J.P.Group of Hotels.
Or the firm may begin by stating the purpose right away. a) We are an
established chain of hotels in North Ind ia We wish to replace the crockery
in all our establishments.
Middle :
Buyer requests for the price -list and catalogue:
We request you to send your price -list/catalogue/quotation at your
earliest/latest by….
End:
Buyer inquires about the discounts/ concess ions given:
(a) We request you to provide more details about your 20% discount
scheme.
(b) We expect 10% discount on current prices offered to educational
institutions.
Buyer tries to induce seller into giving him most competitive /
reasonable prices.
Reas onable prices, excellent quality product and service will induce us to
place future replacement orders with you.







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53 Business Communication - Paper II Shah Computer Accessories
……………………. 23rd April 2008.
Anupam Stores
……………..
Dear Sir,
I refer to you advertisement in today‘s Times of India, announcing the
latest range of computer accessories.
Example: Inquiry
Shah Computer Accessories ……………………….. 23rd April 2008 Anupam Stores Dear Sir, I refer you to advertisement in today’s Times of India, announcing the latest range of computer accessories. My computer shop enjoys sound reputation in the area. I am interested in the new products advertised by you. As my requirement is of a varied nature, I request you to send your latest price-list and catalogue. The advertisement mentions a special discount on large orders. Please furnish me with more details about this. Yours truly ………….
Reply to inquiry : This is a letter which the seller writes when he responds
to the buyer‘s letter of inquiry. He thanks the buyer for showing inter est
in his products; encloses his best prices/catalogue/quotations; makes a
special mention of discounts so as to induce the buyer to place an early
order.
Example : Reply to inquiry
Anupam Stores
…………………… 29th April 2008
Shah Computer Accessories.
………………… …… Dear Sir,
We thank you for your interest in our latest range of computer. We assure
you to provide best solutions to your needs with affordable price and best
service in the market currently. munotes.in

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54 Business Correspondence Trade Letters Please find the price list and catalogue along with this lett er. Once you
place the order, your order will be deliverd in the promised time.
Thank you.
Yours faithfully
s/d
Sales Manager
1. Order: After having collected the price -lists and quotations from
various traders, the buyer places an order for goods. Thi s letter is known
as an order letter. An order letter is generally written in an order -form. If
an organisation does not have an order -form, the buyer needs to write a
letter. He places a sample order to begin with. This is known as a trial
order. This will be followed by one or two repeat orders and the
subsequent routine/regular order.
Drafting a letter placing an order:
Opening :
Reference to the receipt of price -list and catalogue.
We are happy to receive your letter dated …. quoting your latest pri ces
and the catalogue containing detailed illustration. After having found your
prices most competitive, we have decided to place our first order/ trial
order for …….
Middle :
This will contain a detailed description of the order, such as
specifications regarding the required quantity, quality, colour, model,
packaging instructions, terms and conditions, cancellation clause if goods
are not up to the mark, or arrive late etc., modes of payment —advance,
partial, payment on delivery .
End:
Specifies the ex pected date of the supply of order and a future promise
clause.





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55 Business Communication - Paper II Example Blow Plast 25th Nov 2008 Shanman Toys …………….. Trial Order Dear Sir, We thank you for your prompt reply to our inquiry for Shaman toys. As we find your prices reasonable, we wish to place a trial order for 50 sets of toys worth Rs.60,000/-, the details of which are enclosed. Please note that the order must reach us by the first week of December. Excellent workmanship and use of non- hazardous colours would create a way for future orders. Payment will be made on C.O.D. basis. We will expect a 10% discount on the initial order. Please note that goods supplied in excess, or of inferior quality, or in damaged condition will be returned to you at your cost. Yours truly, …………. Encl : Detailed Order
The buyer, if satisfied, as mentioned earlier, may place a repeat order. But
if s/he is dissatisfied on account of poor quality, service, or delayed
delivery, s/he may be forced to cancel her/his order. In such cases, s/he
may r eturn the order and ask for a refund. Or, s/he may keep the order
but ask permission to sell the goods at a discounted price.
Credit and Status Enquiry : At times the buyer may have to buy his
products on credit; which means he may not be able to b uy them on cash
basis.
The word credit originates from the word Credo‘ which means
I Believe‘. Credit is thus an arrangement between a buyer and a
seller, by which the buyer can avail goods today and for which he can
make paym ent at a later /future date.
Before granting credit to the prospective buyer, the seller will try and find
out if the buyer is credit -worthy; whether s/he [the seller] can recover
her/his amount form the buyer. This investigation about the credit -munotes.in

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56 Business Correspondence Trade Letters standin g of the buyer, or her/his credit worthiness is known as status
inquiry.
If the information about buyer is positive, the seller grants her/him credit.
If it is not, then the seller tactfully refuses to supply the order on credit,
and induces the buyer to buy the product on cash basis.
Following are the steps involved in credit correspondence :
[Status Inquiry] :
1. A buyer applies to a seller for the supply of order on credit
2. The seller requests the buyer to furnish Trade References/Bank
references/Fin ancial Documents etc.
3. The buyer, after seeking referees ’ consent, supplies references to the
seller.
4. The seller then takes up these references. which means she/he writes
to these referees and inquires about the credit standing of the buyer.
5. Refere es‘ replies form the next step in credit correspondence. The
reply from the referee could be positive, negative, non -committal or
partially favourable or unfavourable.
[Credit] :
6. Letter granting credit/ The seller grants credit to the buyer
7. Letter refusing to grant credit/The seller refuses to grant credit to the
buyer.
Credit Correspondence:
Example 1: Seller requests References Seamless Computers …………………….…. 8th Feb , 2007 The Proprietor Compulink Dear Sir, Sub: Request for References. We thank you for your order of 1 February for 25 Acer laptop computers. Since this is your first order with us, we would like to inform you that it is our practice to ask customers for trade references. Would you therefore send us, by return post, the names and addresses of munotes.in

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57 Business Communication - Paper II two trade referees with whom you have been dealing in the recent past? We look forward to serving you, Yours truly ……………
Example 2: Customer Supplies References
Compulink
………….
20th Feb, 2007 Seamless
Computers
…………………….….
Dear Sir,
Sub: Supplying References
We acknowledge the receipt of your letter asking us to supply the names
of trade referees.
Example 3: Seller taking up references. Seamless Computers ………………….….. 21st Feb, 2007 M/s………… ……………… Dear Sir, Sub: Status Inquiry We are an established wholesale dealer in electronic equipment……in Mumbai. Mr. …….. of Compulink , who has placed an order for 25 Acer laptop computers on six months credit with us, has given your name as one of his referees. We request you to furnish us with information about the credit standing of Mr………. We assure you that any information you give us will be treated as private and confidential. Yours truly ………… munotes.in

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58 Business Correspondence Trade Letters [The next stage is that of referees‘ response. The referee may give a
positive, negative, par tial or non -committal reply. While replying to a
credit enquiry the referee will avoid commenting on the character of the
applicant. He will restrict his comment to his personal experience of the
applicant. He will avoid advising the seller. All suc h replies will be
marked ¯Private and Confidential .]
Example 4: Referees ’ replies: (a) Favourable M/s …………….. …………………. 24th Feb, 2008 Seamless Computers ………………… …………….…. ……….….….…. We are happy to inform you that we have been doing business with them for the last 15 years and we have found them trustworthy and reliable. They have placed regular credit orders with us in the past and have always paid their dues on time. We hope this information will be helpful and understand that you will treat it as confidential. Yours truly ………….
b) Example 5: Unfavourable Reply
Private and Confidential
M/s ……………..
24th Feb, 2008 Seamless Computers
…………………….…. Dear Sir,
Sub: Reply to Credit Inquiry
We acknowledge the receipt of your letter dated ……..
requesting credit i nformation about ……………
We have been dealing with them for almost ten years now. They placed
regular orders with us in the past. While, initially, they always paid their
dues on net dates, they occasionally did not do so. In fact, in recent times,
after their failure to pay on time, we started dealing with them only on
cash basis.
We feel that one should exercise caution while dealing with them. munotes.in

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59 Business Communication - Paper II We have exchanged this information in good faith, and we trust you will
treat it as strictly private and con fidential.
Example 6: Letter granting Credit Seamless Computers ………………………. 1st March, 2007 Compulink …………… …………… Dear Sir, Sub: Approving Credit Order We sincerely thank you for supplying the credit references so promptly. We are happy to inform you that we will supply your order for 25Acer Laptop computers on six months credit period. We are enclosing our catalogue, order form and a copy of credit application form for your convenience. Please send us, by return post, your specifications along with the signed credit form, so that we can supply your order within the next four working days. We hope this will mark the beginning of a long-standing business association between us. I remain, Yours truly ………….
Example 7: Letter refusing Credit
One has to be tactful while writing negative replies. The seller generally
refuses credit when he receives negative replies about the credit standing
of the buyer. Yet, it is unwise to tell the buyer that s/he [seller] has
received a negative reply about her/him [the buyer]. The seller, while
saying no, tactfully avoids giving a direct negative response and tries to
put the message in as positive terms as possible. Seamless Computers ……………………. 1st March, 2007 Compulink …………… munotes.in

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60 Business Correspondence Trade Letters Dear Sir,
We sincerely thank you for pr oviding us the references so promptly.
We, however, have to inform you with regret that we cannot process your
credit order as the market conditions are not favourable.
We have decided not to process any credit order for the next six months.
As such, we wi ll have to put your credit order on hold.
In the meanwhile, you could avail of a special 15% discount which we are
offering to a few of our select customers, if you place your order before 20
March.
We look forward to serving you,
Yours truly
………….
4. C ollection or Dunning Letters: Letters that are written to recover
outstanding amounts are known as collection letters. Despite every
possible care having been taken by the seller before supplying order on
credit, it is possible that the buyer fails to rep ay on time. These letters are
then written to collect such outstanding payments.
Since a credit order is extended after a cautious scrutiny, when the buyer
fails to pay on time, it is believed that the buyer may be having a genuine
difficulty due to which he has failed to make payment; or the lapse may be
due to an oversight. Before declaring the buyer a defaulter, the seller
wants to give him the benefit of doubt. Therefore, he sends letters in
stages to enable the buyer to make payment. After having writt en three
such letters, the seller takes a firm stand and demands payment within a
stipulated period of time. He may also extend a helping hand to the buyer
in order to make the buyer respond positively. Finally, when he is left with
no alternative, he se nds a warning letter, giving the buyer a specific period
in which to settle his dues. If the buyer fails to pay up even then, legal
action is taken against the defaulting buyer.
There are five stages of collection.
Examples of Collection Series: Letter No. 1
Letter No. 2 Matrix………….. 5th Feb, 2008 Allwyn Fernandes ……………… munotes.in

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61 Business Communication - Paper II Dear Sir, Sub: Account No………… We do not appear to have received payment of the above account for Rs. 25,000/-, already a month overdue. It is possible that you have not received the statement of account sent to you on 1 January. We enclose a copy of the same, and request you to make payment before 15 February. Yours truly …………… Encl: Copy of statement
Matrix…………..
25th Feb, 2008
Allwyn Fernandes
……………… Dear Sir,
Matrix…………..
Sub: You’re Outstanding Account: 1st reminder
We are surprised that we have neither received our payments for Rs.
25000/ - outstanding on the above account, nor have we received any reply
to our letter of 5th Feburuary, wherein we had enclosed a copy of the
statement.
We once again enclose the copy of the statement. We hope that this letter
will catch your immediate attention.
Yours truly
………….
Letter No. 3 : Matrix………….. 15th March, 2008 Allwyn Fernandes ……………… Dear Sir, Sub: Your Outstanding Account : 2 nd reminder Our records indicate that your account is now more than 60 days past munotes.in

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62 Business Correspondence Trade Letters dues. We feel concerned as you have not responded to either of our letters sent to you on …5 and 25 February………… We cannot allow this situation to continue indefinitely and therefore must press for immediate payment. Considering our long association in the past, we are ready to give you an opportunity to explain, within the next two days, why the outstanding balance of Rs.25000/- could not be paid on time, failing which we would be forced to consider other alternatives. Yours truly ………….……
Letter No. 4
Matrix…………..

1st April , 2008
Allwyn Fernandes
………………
Dear Sir,
Sub: Your Outstanding Account : 3rd reminder
We very much regret that we have received no reply to the follow -up
letter we sent you on 15 March, requesting You to respond to our
reminders for your outstanding payment of 25000/. This total silence is
not only going to cost us our business relationship but it is also going to
affect your reputation. We are now left no o ption but to take recourse to
law, unless you call us today to discuss a way out of this situation.
Yours truly
…………….
Letter No. 5 Matrix………….. 30th April, 2008 Allwyn Fernandes ……………… Dear Sir, Sub: Your Outstanding Account: Final letter It is with utmost regret that we have to inform you that, despite having munotes.in

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63 Business Communication - Paper II treated you with every possible consideration, we have neither heard from you, nor have we received the payment of Rs.25000/- still outstanding on your account with us. We are convinced that we have shown sufficient patience, but we are now left with no option but to recover payment at law. The matter will now be, regretfully, placed in the hands of our solicitors. Yours truly ………….
[These letters form the substance of routine external correspo ndence in the
organization. While letters of inquiry have almost become a part of
history, order letters are sent in customized and standard formats. Credit
and collection letters are generally never handled by junior staff. They are
handled by either the senior executives who have the requisite experience,
or by the Company Secretary or a more competent authority.]
Complaints, Claims And Adjustments Letter
Learning objectives:
 To enable students to draft letters of complaint and claims
 To enable students t o draft letters of adjustment
Complaints and Claims :
Introduction:
i) What is a complaint letter? :
A complaint letter is written by a dissatisfied customer, expecting the
organization to resolve the problem by offering him/her adequate
compensation. The co ntention may be with regard to the quality, quantity,
pricing or after -sales service in case of a product. It may be related to the
nature, competence, or efficiency in case of a service. The letter should
logically explain the dispute, supported by docume nts and other kinds of
evidence.
ii) What is a claim? :
A claim may be defined as a demand of action made by a customer to
compensate him/her for any mechanical, physical or functional defect in a
product purchased, and perceived inadequacies in service obt aine
Granting claims and making adjustments:
Being sensitive to the concerns and demands of customers, promptly
handling their claims, and amicably resolving problems reap obvious
benefits for an organization. In a competitive marketplace, it earns the
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64 Business Correspondence Trade Letters for any organisation which wants to grow. The Consumer Protection Act,
1986, aids consumers to recover damages, prompting companies to take
appropriate steps to resolve customer compla ints.
It is well within the rights of an organisation to verify the complaint and
offer compensation only when it is found genuine. A response to a
complaint letter detailing action taken is called a letter of adjustment.
iii) When does a customer make a c omplaint?
A customer complains when
 He is dissatisfied with the quality or quantity of the product
 The pricing is incorrect or there is a mistake in billing
 The packing is not to standard specifications for a particular product
 The order arrives late , is in excess, in a damaged condition, or is
different from the one placed
 He is dissatisfied with the service, or after -sales service
Apart from these, there could be many other situations when a customer
may have to take recourse to such letters.
II. Drafting a Letter of Complaint:
While drafting a complaint letter, one must be rational and use reason
instead of emotions. Getting a timely and adequate compensation depends
on whether the dispute is explained and phrased logically. The writer
could
i. Begin with a clear statement of a problem sequentially
ii. Support his claim with documents, endorsements and establish his
contention
iii. Clearly state what kinds of compensation he expects
Or
i. Begin by providing the details of order
ii. State the nature of complaint
iii. Suggest action/compensation



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65 Business Communication - Paper II Example 1 :
Abhiram Athwale 4,
Jeevan Vikas, Dadar Central,
Mumbai 400006.
December 25, 2007
The Manager,
Canberry India, Worli,
Mumbai 400 018.
Dear Sir,
Sub: Complaint against substandard q uality of Fruit‘n‘Nut
Chocolates
This is to bring to your notice that the above -mentioned chocolates were
found to contain worms. The samples in question, 20 gift -boxes of
chocolates, were purchased on December 24, from the famous
Deal4‘ shop , located in Dadar, Mumbai. I would like to lodge an
official complaint about the quality of these Fruit n Nut Chocolates‘
supplied by your company which manufactures them.
The chocolates were purchased for distribution in an orphanage. To ou r
utter disgust and shock, each box opened was found infested with worms.
The chocolates were well within the printed date of expiry, which is
February 20, 2008.
Your chocolates pose a great health risk for consumers, most of whom
may be children. I reque st you to withdraw the entire lot from the market
immediately, and compensate me with fresh batches of the same
chocolates.
Yours truly, Abhiram Athwale
II. Drafting a Letter of Adjustment / Settlement
A letter of adjustment has three goals:
1. To reach out to the customer and verify the complaint
2. To explain the cause / reason behind the inadequacies in product or
service
3. To regain the confidence of the customer and promote further
business
Letters of Adjustment :
A letter of adjustment is written to
1. Acknowledge the receipt of the letter of complaint and thank the
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66 Business Correspondence Trade Letters 2. Express regret for the cause of complaint 3. explain the situation
4. State the action taken.
5. Communicate one‘s genuine concern
Example 1: Response to comp laint letter :
Cranberry India Ltd.
Worli, Mumbai
Ref no.320/ cw/01
Mr Abhiram Athwale, 4, Jeevan Vikas, Dadar Central, Mumbai 400 006.
Dec 26, 2007
Dear Sir,
Response to your Letter of Complaint about Fruit‘n‘ Nut Chocolates.
We sincerely thank you for inf orming us about worm infestation in the
Gift Boxes of Fruit‘n‘Nut chocolates, and deeply regret the
inconvenience caused to you by this. Following your letter, we have
immediately withdrawn the entire batch of chocolates from markets across
the cou ntry.
We are a responsible corporate concern and since this is indeed a very
serious issue as rightly pointed out by you, we immediately launched an
investigation into the matter.
We were relieved to find that there was nothing wrong with the packaging
or manufacturing processes. The chocolates were stored in improper
temperature, which made them soggy and moist, leading to the
germination of worms.
On inquiring, our distributors claimed that prolonged periods of power -
cuts led to the current crisis. Now , we have convened a meeting of our
distributors along with our R&D experts to take appropriate measures so
that such a situation never recurs.
As a token of our appreciation of your concern, we send you a carton of
fresh chocolates which you can distribut e among the orphanage kids.
We once again apologize for the incoveninece caused.
Warm Reagrds
General Manager


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67 Business Communication - Paper II Example 2 : Complaint regarding Letter
3, Silver Moon Apts.
Baba D‘souza Marg
Khar [W]
Mumbai 053.
18th Sept, 2008
HSCC Bank
16th Road, Khar Danda,
Khar [W] , Mumbai 400 053.
Dear Madam,
I am a customer of your bank, having a Third Party Overseas Transfer
[TPOT] Account, (number 55786657).
I have not been able to operate my account for the last two days as your
server is down. Since my bu siness runs on the Internet, the non -transfer of
funds for the last two days has caused me a great deal of inconvenience
and loss of customer confidence.
It is difficult to believe that a prime bank like HSCC does not have any
alternative and can do n othing for its customers, except to let them suffer.
I request you to resolve the matter immediately, or I will have no choice
but to withdraw business from your bank and shift my account another
more efficient bank.
Yours faithfully,
M. Alvares
Example 3 : Adjustment Letter
HSCC Bank
16th Road,Khar
Danda, Khar [W],
Mumbai 400 053.
Ref No. 320/cw/02
20th Sept, 2021
Mrs. Margaret Alvares 3,
Silver Moon Apts. Baba D‘souza Marg
Khar [W]
Mumbai 400 053 .
Dear Madam,
We thank you for your letter dated S eptember 18. We deeply regret the
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68 Business Correspondence Trade Letters We fully understand the seriousness of the matter and welcome your
suggestion for an alternative arrangement, should the server fail in future.
Our techn ical team is working on such an alternative,and we promise that
there will be no such technical breakdowns in future.
We once again thank you for being our valued customer and expect your
continued patronage.
Sincere regards,
Yours truly,
Mrs. Alia Sinha ,
Branch Manager,
HSCC, Khar
Example 4: Letter of Complaint: Poor Quality
SR Home Appliances, Kandivali [W],
Mumbai 400068
Tel: (022) 66677888
19th Sept, 2008
The Proprietor,
Kitchen King Services, Kanjur Marg [W],4000067
SUB: Substandard quality of stee l kitchenware.
Sir.
We have been regular buyers of kitchenware from you for the past five
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 concern 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 to us is of standard quality.
Yours sincerely,
…….. Manager,
SR Home Appliances.



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69 Business Communication - Paper II Example 5: Response to Letter of Complaint: Poor Quality The Proprietor, Kitchen King Services, Kanjur Marg [W], Mumbai-4000067. 26th Sept, 2008 SR Home Appliances, Kandivali [W], Mumbai 400068. Tel: 2 66677888 Ref. No. 321/cw/04 Dear Sir, Thank you for your letter of complaint dated September 19, 2008. We indeed regret the poor quality of the steel kitchenware supplied to you, and sincerely apologize for the problems you had to face. Following a labour dispute we had to temporarily stop our production for a fortnight, and were compelled to make alternate arrangements with the renowned exporters, Guarantee Steels, for supplying the merchandise to all our customers. We never doubted the quality of their product, but, having received your complaint, we will now take up the matter with them. I may also inform you that the dispute in our plant has been resolved, and we will shortly resume supplies. We are sending you the replacement order at our earliest. Yours faithfully, M. Subramanyam, Proprietor.
III. Handling Negative Messages: Refusal to Settle Claims:
It is not possible for a seller to grant all the claims, particularly when the
demand of the customer is unreasonable. To communicate politely to the
customer/s one‘s inability to ac cede to the unreasonable demands, and still
retain their goodwill is a challenging task.
To draft such a letter is a delicate matter. One‘s refusal must not translate
into blaming the customer, even if he is at fault. The seller must sound
concerned and understanding, and try to be as objective as possible in his
explanation.

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70 Business Correspondence Trade Letters Example 1: Refusing Adjustment Dear Sir,
We are sorry to learn that the music system you purchased under bill no
1234, on February 25, 2008 has developed technical defects. We fin d
that you have asked us for a replacement.
In this connection, however, we must bring to your notice that according
to the conditions of warranty, if any device is found defective, it must be
brought back directly to the original seller. Our inspectio n reveals that
you had called a local mechanic who tampered with the system. We
regret to communicate to you that we cannot grant you any relief under
these circumstances.
We would like to suggest that you consult our technical department, who
can repair the defect, but against payment of charges.

Yours truly
………….
Tasks:
Draft a complaint letter for the following situations:
1. S.K. Architecture placed a large order with Jayanti Caterers for snacks
that led to food poisoning after consumption.
2. Rohit Das purchased a collection of DVDs from Sony Entertainment
at a total cost of Rs. 2000/ -, which have turned out to be blank.
3. Alviras purchased groceries form Indiabulls for Rs. 2500/ for home
delivery. The bill, however, showed the amount as Rs. 3500 .
4. Mr. Gopinath placed an order for a Kohli Food Processor by paying
Rs.5000/ -. The food processor makes alarming noise while grinding.
5. You purchased two fruit drink cans from Bizz Bazzar under the Buy
One Get One Free‘ offer. The date on both the containers,
however, is well past their expiry date.
Draft an adjustment letter for the following situations:
1. Mrs. Anita Lamba has written to inform you that the carton of paints
she received from you has less number of items than she had p laced
order for.
2. Messrs. Tare and Bros. have written to Abha Sales that the furniture
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71 Business Communication - Paper II 3. Mrs. Geeta Chandra has asked for replacement of her CCM washing
machine which caught fire as soon as it was sw itched on.
4. Major Anand has asked for the complete refund of his ticket fare, as
the airline overbooked the tickets and failed to accommodate him on
the flight.
5. A student form Adtech has written to Adtech Computer Centre asking
for full refund of fe es as the centre failed to provide him with the
necessary practice time and hands -on experience as promised in the
prospectus.
6. Draft a letter refusing to make adjustment for the following situations:
7. A customer has complained that he placed an or der for a navy blue
carpet he had selected from the catalogue. The carpet he received,
however, is of a different shade of blue and not the one he had
selected.
8. You have received a letter from Ahuja and Sons complaining about
the copier they purchased a month ago, which returns the paper
blank.
CONSUMER GRIEVANCE LETTERS
Learning objectives:
 To make students aware of their rights as consumers.
 To acquaint students with the provisions of the Consumer Protection
Act, and the procedure for filing a com plaint under the CPA
Introduction:
I. What is Consumer Guidance? :
Consumer Guidance means imparting education, information, instruction
and training to consumers with regard to their buying activities. The first
and foremost objective of the Consumer Guida nce Cell is to make
consumers aware that they have legitimate rights as consumers. The
purpose of the Endeavour is to make consumers aware about the possible
malpractices and the consequent victimization on account of their lack of
knowledge about the cons umer‘s rights. In a country like India, a majority
of consumers are uneducated, poor and unorganized. They fall an easy
prey to the exploitative practices of traders. Consumer education equips
them to exercise their rights as consumers. Consumer organizati ons work
towards consumer education, establishment of legal redressal systems,
appropriate punitive measures against offenders and, in general, for
protection of consumers from the malpractices in the commercial world.
In this chapter, you are going to und erstand the CPA [Consumer
Protection Act] of 1986 the law that revolutionised the life of a
consumer, and also learn how to redress consumer complaints. munotes.in

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72 Business Correspondence Trade Letters [It has been decided by the Government of India to celebrate December
24 as the National Consumer D ay in India. It was on this day that the
President of India gave assent to the Consumer Protection Act in 1986.
The World Consumers Rights day is celebrated all over the world on
March 15.]
I. THE CONSUMER PROTECTION ACT, 1986 :
Though a consumer is ideally the king, he has been the most vulnerable
entity in the entire marketing system in India. He has been subjected to the
worst kind of exploitation at the hands of mighty traders. The Government
of India enacted a comprehensive legislation called The Consum er
Protection Act, in order to safeguard the interests of consumers. The
Consumer Protection Act, 1986, applies to all goods and services,
excluding goods for resale or for commercial purpose, and services that
are rendered free of charge and under a contr act for personal service. The
provisions of the Act are compensatory in nature. It covers public, private,
joint and cooperative sectors.
II. Who is a Consumer? :
According to the act, ¯A consumer is any person who buys any
goods for a consideratio n [price], and is the user of such goods, where
the use is with the approval of the buyer, any person who hires/avails of
any service for a consideration [price], and any beneficiary of such
services, where such services are availed of with the approval of the
person hiring the service. [www.cgi.com]
This means that if Mrs. Pandya purchased a car for her personal use by
making full payment, she is a consumer. If she has made a partial
payment, or paid her first installment of Rs. 45000/, she is still a
consumer. If Mrs. Pandya availed herself of any services – like airline,
railways, medical treatment, she is a consumer. However, if she is a trader,
who has purchased a car with an intention to sell, she is not a consumer.
Goods: The act defines Goods as any movable property which also
includes shares, but does not include any auction able claims.
Service: It defines Service‘ as service of any description such as
banking, insurance, transport, processing, housing construction, supply of
electr ical energy, entertainment, board or lodging.
III. Rights of the Consumer: CPA has framed the f ollowing rights of
the consumer:
 Right to be protected against the marketing of goods and services
which are hazardous to life and property.
 Right to be informed about the quality, quantity, potency, purity,
standard and price of goods or services, so as to protect the consumer
against unfair trade practices. munotes.in

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73 Business Communication - Paper II  Right to be assured of, wherever possible, access to a variety of
goods and services at competitive pri ces.
 Right to be heard and to be assured that consumers‘ interests will
receive due consideration at appropriate forums.
 Right to seek redressal against unfair trade practices and unscrupulous
exploitation of consumers.
 Right to consumer education.
IV. Nature of complaint: A consumer can complain against
i. Any unfair trade practice or restrictive trade practice adopted by the
trader
ii. Defective goods
iii. Deficiency in service
iv. Excess price charged by the trader
v. Unlawful sale of goods which is haz ardous to life and safety when
used.
V. How to lodge a Complaint? :
A complaint, handwritten or typed, can be filed by a consumer to a
registered consumer organisation, Central or State Government, and by
one or more consumers where there are numerous co nsumers having the
same interest. No stamp or court fee is needed. The nature of complaint
must be clearly mentioned, as well as the relief [compensation] sought by
the consumer. Complaint must be in quadruplicate [four copies], in district
forum or state commission. Else, additional copies are required to be
filed.
 Complaint is to be filed within two years of buying the product or
using the service.
 Complaint needs to be in writing, and should be acknowledged.
Letters should be sent by registered post or should be hand -delivered
against acknowledgement.
 In the complaint, consumer should clearly mention the name and
address of the person who is complaining and against whom the
complaint is being filed.
 Copies of relevant documents must be enclosed. The con sumer must
mention details of the problem and the demand on the company for
compensation. This could be replacement of the product, removal of
the defect, refund of money, or compensation for expenses incurred
and for physical/mental torture. However, he h as to ensure that the
claims are reasonable. munotes.in

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74 Business Correspondence Trade Letters  The consumer must preserve all bills, receipts and proof of
correspondence related to the case. He must avoid using voice mail or
telephone because such communications cannot be proved.
 The complaint can be in a ny Indian language, but it is better to use
English.
 There is no compulsion to hire a lawyer. Main cost consists of
correspondence and travelling to consumer forum for the hearing.
Grant of relief [Nature of compensation]: CPA provides for following
types of compensation.
 Repair of defective goods
 Replacement of defective goods
 Refund of the price paid for the defective goods or service
 Removal of deficiency in service
 Refund of extra money charged
 Withdrawal of goods hazardous to life and safety
 Compensat ion for the loss or injury suffered by the consumer due to
negligence of the opposite party
 Adequate cost of filing and pursuing the complaint
Normally, complaints should be decided within 90 days from the date of
notice issued to the opposite party. Wher e a sample of any goods is
required to be tested, a complaint is required to be disposed of within 150
days; it may take more time due to practical problems.
VI. Consumer Protection Councils:
Councils have been set up in all States and at the Centre to pro mote and
protect the rights and interests of consumers. These councils are advisory
in nature and can play an important role in recommending consumer
oriented policies to the State and Central Governments.
The objective of the act is to:
i. Provide simple, speedy, inexpensive redressal to consumer
grievances.
ii. Provide this three -tier quasi judicial machinery at the national, state
and district level
National Consumer Dispute Redressal Commission:
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75 Business Communication - Paper II Consumer Dis pute Redressal Commission or State Commission: Deals
with claims from Rs.20 lakhs to 1 crore
Consumer Dispute Redressal Forum or District Forum:
Deals with claims upto Rs.20 Lakhs.
The set -up of the consumer forum is geared to provide relief to both
parties, and discourage long litigation. In a process called informal
adjudication‘, forum officials mediate between the two parties and urge
compromise. The forum is expected to dispose of a complaint within three
months from the date on which n otice is given to the opposite party. On
receiving a complaint, the company against whom the complaint is
received is intimated, with a copy of the complaint letter. The concerned
company is supposed to reply within 45 days of receiving the notice from
the forum. Once the company sends its reply, the Forum can set the date
for a hearing, where the complainant and the opposite party can present
their arguments. If the opposite party does not appear in court despite
repeated notices and reminders, the court may decide the matter in its
absence and give an ex -parte decision. The Forum can sentence the party
to a maximum of three years‘ imprisonment and impose a fine of Rs.
10,000. The Forum can also issue warrants to produce defaulters in court.
It can use t he police and revenue departments to enforce orders.
One should once again note that consumer courts provide redress only in
cases of products or services for personal use . They do not entertain
complaints about, or provide any redress for, defects in prod ucts used for
commercial purposes.
VII. Some of the active consumer organisations: Mumbai Grahak
Panchayat :
Grahak Bhavan, Sant Dhyaneswar Marg,
Juhu Vile Parle Development Scheme, Near Cooper Hospital, Mumbai
400056. Tel: 022-6209319.
Consumer Guidance So ciety of India :
J‘ Hutment, Mahapalika Marg, Opp Cama and Albless Hospital,
Mumbai 400001. Tel: 022-2621612
Common Cause :
A-31, West End, New Delhi 110021.
Tel: 011-6876666.
Voluntary Organisation in Interest of Consumer Education :
F-71, Lajpat Nagar II, New Delhi 110024.
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76 Business Correspondence Trade Letters In Mumbai and Thane complaints at the district level should be addressed
to:
1. The President [ City Limits],
Bombay District Consumer Disputes Redressal Forum
Madhu Industrial Estate, 1 st floor, Panduranga Budh kar Marg,
Worli, Mumbai 400 013.
2. The Pre sident [ Suburban Limits] Consumer Redressal Forum
Sudarshan Building,
Gokhale Road,
Dadar, Mumbai 400028
3. The President
District Consumer Redressal Forum, 2 nd floor Collector‘s Office, Court
Naka
Thane [W], 40 0601
II. Drafting of Redress letters under Consumer Guidance:
A consumer redress letter is drafted like any complaint letter. However, it
is only after the seller has ignored, or failed to respond to a customer‘s
complaint, that the customer should a pproach the consumer forum. He
should give all the details of the complaint and substantiate them with all
the necessary documents. He should then request the consumer redress
cell to take up his matter on his behalf and ask for justice. He should also
clearly state the kind of compensation he has in mind.
There is a format in which consumer guidance letters are generally
drafted. This includes
a) The name of the complainant
b) The name of the company/organization/concern i.e. the opposite party
against who m the complaint is being made.
c) The nature of the complaint.
d) Prayer i.e. Terms of Compensation




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77 Business Communication - Paper II Example 1: Consumer Redress Letters Mr. Amar Khan B-16, Alam Gir Apts. Azad Rd. Thane[W] , 401203. September 15, 2008 The President Consumer Guidance Redressal Forum …………………. Complainant: Mr. Amar Khan Dispute Against / Opposite Party: Mohata Builders Nature of Complaint: Levying of excess charges. Dear Sir, I request you to take up my dispute with Mohata Builders, who have failed to give me the possession of my flat at 5 B,Ajanta Gardens situated at Gorai Rd, Boriwali [W], as promised. I had entered into a proper agreement with Mohata Builders, when I booked a one BHK flat admeasuring 540 sq ft for Rs. 20 lakhs, in their newly constructed housing scheme at Gorai. In accordance with the terms of agreement, I paid after the payment of my last installment on 18th December, 2007, on requesting the keys to the flat, I was told by the supervisor that I would be given the keys on 2 nd February, as some work was still to be completed. In good faith I agreed to wait till 2nd February, 2008. When I approached them on 7th February, 2008, the supervisor made a demand of an additional amount of Rs.1 lakh, towards the increased cost of construction. On my refusing to pay the extra amount, he refused to hand over the keys to me. Almost eight months have passed and I have still not been given the possession of the flat. After having failed to meet the Mohatas in person, I sent them three registered letters, to which I have received no answer till date. I, therefore, request you to take up my matter and help me in getting the following compensation: 1. Immediate possession of my flat 2. The amount paid towards rent at Rs. 15,000/ per month for the last 8 months 3. A written apology for the harassment I have been subjected to I am enclosing 1. A Copy of the registered agreement munotes.in

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78 Business Correspondence Trade Letters 2. Receipts of the payments made 3. Copies of the registered letters and postal receipts I hope to receive a sympathetic response soon. Yours truly ……………..
Example 2: Consumer Product : Mrs. Anaita Dewani C-6, Bella Donna Apts. Bhanushali Rd, Khar [w] Mumbai 4000013. February 10,2009 The President District Consumer Forum ………………. Opposite Party: Waly’s Departmental Store Nature of Complaint: Delivery of a different model of Videocon TV Dear Sir, I seek your assistance in solving my dispute with the famous Waly‘s Departmental Stores, at Bandra [W]. On 23rd December, 2008, I purchased a 51 inches Videocon Plasma T.V., [brand name Tiara], for Rs.1 lakh 10 thousand, from Wali‘s Stores at Bandra [W]. Since the store promised home delivery, I left the store after making the payment in cash. Wali’s Stores made the delivery after two days. On opening the carton, however, I realized it was not the brand that I h ad selected and paid for. The store had sent me a 49inches Sim Sim brand, instead of the 51 inches Tiara brand. I refused to sign the delivery papers and rang up Wali‘s Stores for replacement of the TV. But the manager refused to accept the fact that I had selected a model different from the one that was delivered to me. After this, I first tried to personally contact and explain the problem to the management, but to no avail. Subsequently, I sent two registered letters notifying my complaint in detail, and asking for a replacement. I have not received any response form the store‘s management till date. I, therefore, request you to intervene and help me in getting replacement of the TV that I was wrongfully delivered. I also want a written apology and an award of Rs. 2000/ towards all the expenses that I have incurred in pursuing this matter. I am enclosing the receipt for payment, the receipts of the registered letters, and photocopies of the letters sent. munotes.in

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79 Business Communication - Paper II I hope to receive your immediate attention. Yours truly, Anaita Dewani Enclosures: 1. Receipts of payment 2. Receipts of the registered letters 3. Photocopies of the registered letters
Example 3 : Magaza Mauni A/20, Amar Apts. Meera Iyer Road Andheri (E) Mumbai 400099. 20th August 200 The President District Consumer Redressal Forum Mumbai Complainant : Mrs.Magaza Mauni Opposite Party : Dodophone Service Provider. Nature of Complaint: 1. Service provider selling personal data. 2. Levying charges for the schemes one has not Dear Sir, This is to request you to take up the matter of the privacy issues of customers like me with Dodophone Service provider. I am a post-paid customer of Dodophone telecom. I have been harassed by sales calls from various insurance and share-broking agencies for the purchase of their product. Sometimes I receive as many as 25 calls a day. On my enquiring with one such agent I realized that the company had all my personal data, which I had not parted with. This raises serious doubts about the safety of our My second issue is that of the service provider forcing certain schemes, such as Laugh-a-minute’ Scheme, on unsuspecting customers without their prior consent, and then levying extra charges for them. It is bad enough being forced to listen to senseless jokes, and then, being asked to pay for them really hurts. I had taken up both the issues with my service provider. On receiving no satisfactory response, I sent three complaints via e-mail to their on-line grievance-cell. It is two months since I did so, but I have received no response from them. I, therefore, request you to take up this matter and put a stop to the exploitation of customers like me. I request munotes.in

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80 Business Correspondence Trade Letters 1. Refund of all the extra -charges levied on me beginning March 2007.
2. Devising of a code of conduct where customer -consent becomes
mandatory.
I am enclosing my bills and print outs of the e -mails I sent to
Dodophone telecom.
With regards,
Yours truly, Magaza Mauni
Enclosures:
Bills [3]
E-mail Print Outs [3]
Tasks :
Draft redressal letters for the following situations:
1. You were admitted to Holy Heart hospital for an appendix operation.
On receiving bills you realize that you have been charged for 10 days‘
stay at the hospital, instead of the actual stay of 7 day s. Your oral
and written protests have gone unheard, and you were compelled to
pay the levied amount in order to reclaim your medical reports, bills
and other documents.
2. You had to appear for an interview in Mumbai. You had booked your
flight ticket from Kolkata on Hi Fli Airlines, a low cost carrier, one
day prior to the interview. On reaching the airport you were informed
by the airline, which had overbooked itself, that there was no seat on
the flight, and that you could not fly on the same day. You tried
getting the refund but the staff at the counter refused to reimburse
the money, claiming that you had reported late, although this was not
so. You bought a ticket on another airline, as you had to reach
Mumbai by a certain time. This, however, has forced you to incur
huge and unexpected expenditure.
3. You purchased a brand new XYZ laptop computer/ cell hone/
washing machine/ceiling fan from the much advertised Topsy Turvy
Mall, which has turned out to be a defective piece. Your perso nal
visits to the mall for its replacement have not produced any results.
4. Your mobile service provider has charged you Rs.500/ - for a Latest
Ringtones on your Mobile‘ facility, when you had not subscribed
for it.
5. You took admission, by payin g Rs. 7000/, for a course scheduled to
start in January. It did not start on the promised date, owing to less
number of enrolments. The organization has refused to return your
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81 Business Communication - Paper II enrolled suf ficient number of enough number of students. Two
months have elapsed and the course has still not started.
RIGHT TO INFORMATION LETTERS
Learning objectives:
To make students aware of the provisions of the RTI Act
To enable students to draft RTI letters
In a government of responsibility like ours, where the agents of the
public must be responsible for their conduct, there can be but a few
secrets. The people of this country have a right to know every public act,
everything that is done in a public wa y by their public functionaries. They
are entitled to know the particulars of every public transaction in all its
bearings.
[Supreme Court in State of UP vs Raj Narain in 1975, Posted by RTI Act
2005 on June 25, 2006]
What we have is an electiv e democracy, not a participatory
democracy. This is because we have missed the essence of Lokshahi
which means Logon ki Shahenshahi. The essence of democracy is that the
individual Citizen is a sovereign in her/his own right, and s/he gives up
part o f the sovereignty to the State, in return for which s/he gets the rule
of law. This respect for YOU, the sovereign Citizen of India, and for the
rule of law has been missed completely. Our Institutions have become
playgrounds of the powerful, where the individual is helpless. If a Citizen
approaches an elected representative, he may or may not get a hearing in
24 hours; if she/he writes to a Public servant s/he may or may not get an
answer in 12 days; and if she approaches the Courts a BMW will
metam orphose into a truck and the final decision will probably be
obtained after a decade. The individual Citizen, instead of being
respected, has become the bechara. If Tilak were here today he
would have again said, Swaraj ha maza janmas iddh hak k ahe, ani to
me milawnarch , karan Swaraj keva aalach nahi. 15th August, 1947
only saw a transfer of Raj from the whites to the browns.
[This is an extract from Shailesh Gandhi‘s speech, via e - mail, while
accepting the Nani Palkhiwala Memorial Award on January 12, 2008.]
The Right to Information Act :
I. Introduction :
The common citizen of India owes a debt to activist Shailesh Gandhi and,
prior to him, to many others, who fought for the Right to Information Act
and brought it into forc e. Its enactment, on 12 October 2005, by the Indian
Parliament, in a sense is a culmination of a movement for the
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82 Business Correspondence Trade Letters Purpose of the RTI Act:
An average citizen in India is at the mercy of authority that e xploits him
on account of his lack of information. Instances of a common man having
to bribe the authority to collect the dead body of a relative from a
government morgue, to collect birth/ employment/death certificate, to
avail of a ration card, passp ort or pension has become a common norm.
There are enumerable examples where he has become a victim at the
hands of unscrupulous officials. With the RTI, it is now possible to make
public servants accountable and to bring in transparency in the functionin g
of the government. The RTI empowers the common citizen with his
fundamental right to question the authority and make it answerable. To be
able to exercise this right, it is essential that students, who are the future
of Indian democracy, become aware of the RTI Act and its provisions.
The RTI ACT [2005] :
The RTI Act mandates timely response to citizen requests for government
information. Any ordinary citizen, regardless of caste or creed, can file a
Right to Information application and the Government of India is
compelled to respond.
1. What does Information mean? :
Information means any material, in any form that includes records,
documents, memos, e -mails, opinions, advices, press releases, circulars,
orders, logbooks, contracts, reports, papers, sample s, models, data material
held in any electronic form, and information relating to any private body,
which can be accessed by a public authority under any other law for the
time being in force, but does not include file notings [S.2(1)].
2. What does Right to Information mean? :
It includes the right to:
 Inspect works, documents, and records .
 Take notes, extracts or certified copies of documents or records.
 Take certified sample material.
 Obtain information in the form of printouts, diskettes, floppies, tape s,
videocassettes, or in any other electronic mode, or through printouts.
[S.2[1)]
3. What is the Application Procedure for requesting information ?
 Apply in writing or through electronic means in English or Hindi or in
the official language of the area, to the PIO [Public Information
Officer], specifying the particulars of the information sought.
 Reasons for seeking information are not required to be given; munotes.in

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83 Business Communication - Paper II  Pay fees as may be prescribed (if not belonging to the below poverty
line category).
4. What is the time limit to get the information?
 30 days from the date of application
 48 hours for information concerning the life and liberty of a person
 5 days shall be added to the above response time, in ase the
application for information is given to Assist ant Public Information
Officer.
 If the interests of a third party are involved, then time limit will be 40
days (maximum period + time given to the party to make
representation).
 Failure to provide information within the specified period is deemed
a refusal.
5. What are the penalty provisions ?:
Every PIO will be liable for a fine of Rs. 250/ - per day, up to a maximum
of Rs. 25,000/ -, for
 Not accepting an application
 Delaying information release without reasonable cause
 Malafidely denying information
 Knowingly giving incomplete, incorrect, misleading information
 Destroying information that has been requested
 Obstructing furnishing of information in any manner.
The Information Commission (IC) at the Centre and the State levels will
have the power to impos e this penalty. The Information Commission can
also recommend disciplinary action for violation of the law against an
erring PIO. (S.20)
II. How to file an RTI Application? :
The process of filing the RTI query is simple.
Step 1
The letter asking for inform ation must be addressed to the concerned
Public Information Officer (PIO). In the following example the PIO is
from the Ministry of Communications and Technology. His address is:
Shri B.B.Bahl,
Joint Director and PIO (RTI) Office of PIO (RTI) munotes.in

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84 Business Correspondence Trade Letters Room No 101 6 Electronics Niketan Department of Information
Technology (DIT)
Ministry of Communications and Information Technology 6, CGO
Complex, New Delhi
Tel: 011 -24301116
Fax: 011 -24363099
Email: pio.dithq@mit.gov.in
Step 2
The subject of the letter could, for exa mple, read like this:
SUB: Request to Information Regarding the Blocking of Internet domains
SUB: Request to information regarding the acquisition of land at Chinch
Bhuvan Nagpur for the proposed Mihan Cargo -hub project.
The letter could begin thus:
I would like to use the Right to Information Act to ascertain the following:
1. Has there been a directive issued by the Ministry of Communications
& Information Technology to block the domains
http://www.blogspot.com , http://www.typepad.com and
http://www.geocities.com?
2. If so, why has this blanket block come into force?
3. Why have these particular domain names been specifically blocked?
Or
I own a 1500 sq ft plot of land at Chinch Bhuvan, which I am told has
been acquired by the Aviation Ministry for the proposed cargo hub
project. Could you please show me the notification that states this?
1. Could you tell me if the Government of India has devised any
compensation plan fo r the land thus acquired?
2. Who is the competent authority whom we could approach? Please
give us the names, addresses, contact details of the authority
appointed to handle these issues.
Note: Under the RTI Act, 2005, you are not compelled to give any rea son
for your application . So you can only include the questions if you like.
Step 3 :
Include your name and your full postal address at the end of the letter.
This is extremely vital, so that the PIO can respond to your request. The
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85 Business Communication - Paper II Step 4 :
Go to your nearest post office. A list of post offices accepting RTI
applications is given here: http://www.indiapost.gov.in/rtimanual16a.html
Step 5 :
Submit your application and pay Rs.10 at one of the eligible Post Offices
and ensure that you get your receipt. This is once again vital as proof of
your application. Make copies of your application for your future
reference.
Step 6 :
Come home, and wait for the response. Allow 5 days for the Post Office to
deliver the application to the PIO concerned, and 30 days after that for the
PIO to respond to you. So within 35 days, the PIO MUST RESPOND.
Sample Form [http://www.rtiindia.org Page 1] THE RIGHT TO INFORMATION ACT 2005 APPLICATION FOR OBTAINING INFORMATION Date: By speed Post AD FILE NO.: YEAR: Central Public Information Officer Regional Passport Office, Place 1. Name of the applicant: 2. Full address [with phone No.]: 3. Particulars of information required : as per enclosed list. 4. Details of payment of filing fees: Indian Postal Order No. dated for Rs.10/- favouring Regional Passport Officer [payable at place of submitting application] is enclosed. OR photocopy of my BPL card/certificate is enclosed for exemption from fees. Details of enclosures if any: 5. Photocopy of application dated issue/renewal of passport. 6. Please rush the information to me by speed/registered post. Signature of Applicant munotes.in

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86 Business Correspondence Trade Letters [This format is prepared by an NGO in order to help people. It can be
downloaded from the sites mentioned in the chapter . However, it is not
necessary that the application should be made in this format only. Any
hand written or typed letter will also be accepted.]
Sample Application Letter Example 1:
Shri B.B.Bahl
Joint Director and PIO (RTI) Office of PIO (RTI)
Room No 101 6, Electronics Niketan Department of Information
Technology (DIT)
Ministry of Communications and Information Technology 6, CGO
Complex, New Delhi
Date:
Sub: Information regarding the blocking of internet website domains
Dear Sir,
This is to bring to your notice that I, along with several other internet users
across the country, am unable to access the following websites:
http://www.blogspot.com http://www.geocities.com
http://www.typepad.com
As well as the following sub -domains: http://sub -domain.blogspot.com
http://sub -domain.typepad.com
On asking the relevant ISPs, their users were told that these websites have
been blocked under a directive of the Ministry of Communications and
Information Technology, Government of India.
I would like to use the Right to Information Act to ascertain the
following:
1. Has there been any such directive issued by the Ministry of
Communications & Information Technology?
2. If so, why has this ban come into force?
3. Why have these particular domain names been specifically banned?
4. When will this ban cease to exist?
5. If no such directive has been issued, why are these websites being
blocked?
6. Who is responsible for ensuring that Indian citizens have the freedom
to access these websites?
7. If there has been a directive from the Ministry of Communications
and Information Technology to block these websites, then,
considering the fact that most of the websites blocked do not
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87 Business Communication - Paper II defamation, or pro mote gambling, racism, violence or terrorism,
the question arises whether the Ministry of Communications and
Information technology is violating articles 14, 19, and 21 of the
Constitution of India by issuing such a directive.
8. Please provide a photocop y of all the documents relating to the
questions above, including but not limited to:
a. The directive issued by the concerned Ministry to Internet Service
Providers
b. The list of all the specific domain names that have been blocked
c. The Act under which the Government of India is empowered to block
domain names in India.
I must emphasize here that these websites are used by thousands of
ordinary Indian citizens to express their views, thoughts and ideas. Indian
Citizens have the right to express their v iews freely, and to have an
unhindered exchange of thoughts and ideas.
Blocking these websites universally and not allowing Indian Citizens to
read any of them is tantamount to hindering the freedom of expression of
thousands of ordinary Indian citizens.
I request you to kindly look into this matter. Thank you in advance for
your co -operation.
Yours sincerely,

[Courtesy : Mr. Shivam.Vij, Journalist, Tehelka]
Example 2:
To enquire about the Status of the Passport
[Sample Form Down loaded from http://www.rtiindia.org Page 2]
List of information requested by under RTI
ACT 2005. Application dated pertaining to his file no and year for
issue/renewal of passport.
1. Please inform me about/Please furnish me with the daily progress
made on my application till date of your reply.
2. Names, designations and office addresses of the officials with whom
my application was lying during this period, and date wise period with
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88 Business Correspondence Trade Letters 3. Please give eviden ce of receipt and dispatch of my application in the
office of each of these officials.
4. Please inform me, according to your rules or citizens‘ charter or any
other order, the number of days in which such a matter should have
been dealt with and resolved. Please also provide a copy of these
rules.
5. As the officials have not adhered to the time limit mentioned in the
rules and are guilty of violating these rules, please give a copy of
their conduct rules and details of action taken by the RPO aga inst
erring officials.
6. In case no action has been initiated for dereliction of duties against
erring officials, the reasons be made known to me.
7. Please inform me the name of the police station/dept to whom
application was referred for police verifi cation with outward
number, date of dispatch and date when reply was received by
you. Photocopy of letter addressed to police for verification and proof
of mailing be submitted to me.
8. Please let me know when I am likely to receive my passport.
9. Please inform me of the days taken by your office in
issuing/renewing passports in last 25 applications, excluding days
required for police verification.
10. Please inform me of the number of complaints for delay in
issuing/renewing passports that were received against your office in
last one year or last financial year.
Signature of Applicant :
As can be seen from both the examples, the writer must begin by stating
the purpose of drafting the letter.
I. She/He must state the kind of information required and the subject of the
letter in simple and clear terms.
For example:
i) To enquire about my Provident Fund Application.
ii) RTI query about the Admission Procedure to 11 th Std.
II. This should be followed by specific questions / queries so that,
when t hese queries are answered, a detailed picture emerges. There is no
standard format in which these letters should be written. The applicant can
follow the routine business letter format if s/he so desires. However, if
s/he follows the small query‘ f ormat s/he is likely to get precise and
clear information. Besides, this is a simpler method of taking up a specific
issue. munotes.in

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89 Business Communication - Paper II For example:
I would like to use the RTI Act to know about my provident fund
application/ pension file/ submission of my applicat ion for Mhada flats.
1. What is the current status of my application/ file?
2. Who is the officer -in-charge who is handling this division/ these
cases?
3. What is the serial number of my application?
4. What is the procedure followed?
5. Please tell me the total number of applications received by the
concerned authority on _____
6. How many of these applications have been processed as
on……..
7. What is the criterion for selection?
8. When will I be informed of my selection/rejection?
III. Appeals:
In case the applicant fails to receive information within a stipulated period,
or he is not happy with the decision he has received, he can appeal to the
higher authority. The appeal has to be filed within 30 days of the receipt of
the first decision. The photocopy of the response received from the
previous authority must be attached. If the applicant is not satisfied with
the response, s/he can subsequently go for a second appeal, which has to
be made within 90 days from the receipt of the judgment of th e first
appeal.
Tasks:
Draft RTI queries for the following situations:
(a) You have been denied admission by a prestigious college despite a
high percentage of marks in your previous/qualifying examination.
(b) You had applied for an N.O.C. for a piece o f land you purchased in
Pune. You have made several trips to the Talati‘s office, but in vain.
(c) Your application for an educational loan is not processed despite
your having completed all the formalities.
(d) You wish to know how the funds of the Stu dents‘ Council/
Gymkhana/ N.S.S./ Ganapati festival/ Navaratri celebration are spent
by the Council.

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90 Business Correspondence Trade Letters SALES LETTER
Learning objectives:
 To acquaint students with the place and purpose of the sales letter as a
tool of direct marketing.
 To explain the AIDA model that the sales letter adopts .
 To enable students to draft interesting and attractive sales letters.
A. The Sales Letter :
I. Introduction:
In the current scenario of an increasingly competitive commercial world
characterized by rising advertising and operations costs, the sales letter
forms an important and strategic tool of direct marketing. This is because
the sales letter scores with its distinct advantages over direct and door -to-
door sales.
The first important factor to consider is the cost. Usi ng sales letters is
much, much cheaper, as the organisation does not incur the cost of hiring
space and sales personnel. It saves on the maintenance charges of the
former, and the training and salary of the latter. Even taking into account
the cost of designing, printing and postage, the cost to the company for the
sales letter is negligible as compared to other forms of sale. Secondly, the
sales letter can have an extended reach and be dispatched far and wide. It
is also more focused in its target and can be directed at only a particular
segment of the potential customer whom the product or service may
benefit. By virtue of being a personalised letter, it can appeal to customers
who appreciate a personal touch. Moreover, the reading of a sales le tter
can secure the reader‘s attention without other competitive factors such as
music, TV, or actual speech, as one can read the letter at one‘s
convenience. Companies and other commercial establishments vie with
one another to compile precious consumer d ata banks which help in the
dispatch of the sales letter, as well as other forms of sales, such as tele -
marketing.
A creatively well -designed and an attractively written sales letter could be
a powerful tool. But drafting such a letter has its own challe nges. Firstly,
in this busy world with its frenetic, rushed pace, not many people have
the time to go through a letter carefully. Secondly, if one is not interested
in making a purchase, the best letter may be in vain. In fact, if statistics are
to be believed, sales letters result in just a meagre one or two percent of
readers actually making a purchase. However, when compared to the cost
of other means, it is still far economical. Lastly, since it forms unsolicited
communication, it may cause irritati on and impatience. It can have the
same effect as spam‘ or unsolicited e-mail or unasked -for sms text
messages received on mobile phones. They are simply deleted without a
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91 Business Communication - Paper II It is therefore imperative that a sales le tter be crafted with great care.
Some useful tips may be borne in mind:
i) Use the you-attitude to make it personalized.
ii) Make it attractive and eye -catching, both in appearance and text.
iii) Try and evoke the curiosity of the reader to ensure that it gets read.
The above objectives can be achieved in various ways. The use of colours
and graphics is an important tool that cannot be dismissed. The envelope
itself often succeeds in grabbing the readers‘ attention. The
announcements of discounts, offers o f free gifts or surprise items can also
prove effective.
As marketing and sales form one of the very pillars on which the success
of the business depends, much research and study has been carried out on
consumer behaviour, especially the art of persuasio n that results in
purchase. Persuasion means succeeding in causing people to do
something that they would not otherwise have done. A sales pitch is
aimed at targeting the potential buyer‘s perceived need by appealing to
one or more of varied factors.
Several models have been drawn up to explain the behaviour of
consumers, from the moment they notice a product to the point when they
actually buy the product or service. However, the most popular of them all
is the AIDA model, where A denotes Attention, I, I nterest, D, Desire and
A, Action.
The sales letter therefore has to first and foremost arrest the attention of
the reader. Apart from the use of colour and images as mentioned earlier,
the letter in the introductory paragraph could also use a quotation o r
statistical data or a popular proverb or even pose a rhetorical question.
For example:
i. For a self -help book: An optimist sees an opportunity in every
difficulty, a pessimist, a difficulty in every opportunity. Sir Winston
Churchill.
ii. For a savings plan: Do you know that 60% of people have no
concrete plans in place for post -retirement financial needs?
iii. For a leak -proof cement filling: A stitch in time saves nine.
iv. For a safety house -lock: Would you neglect the safety of your h ouse
before you leave on vacation?
One of the popular ways to attract attention is also by using an unusual
format, particularly the Hanging Indented‘ one (as shown in the example
at the end).
i) To evoke the interest of a reader, one could appeal to emotion,
rationality or the fear factor. The appeal to emotion is the strongest munotes.in

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92 Business Correspondence Trade Letters determinant. One may appeal to the emotion of love or fear. Thus,
love and care of family may prompt a home -maker to buy a particular
brand of healthy oil. The appeal to sa fety, again, may determine her
choice of a water purifier. The factor of fear may be the motivating
factor in selling insurance policies or a car with safety features like
air-bags. Appeal to rationality will focus on the reasons why one may
go in for a pr oduct. For example, the reasons why one should join a
particular gym: the multiple benefits it will yield in terms of health,
good physique, and confidence, all in a hygienic and pleasant
ambience. To sum up, a sales letter succeeds if it makes an appeal t o
the buying motive of the customer.
ii) D An effective sales letter will succeed in making the reader desire
the product or service. This can be achieved by providing information
about the benefits the product will give the buyer.
For example:
i. This T -shirt is sure to make you stand out in a crowd!
ii. This SIP (Systematic Investment Plan) will put all your financial
worries at rest without pinching your pocket!
iii. For a wrist watch: Be in tune with tomorrow. Be the envy of your
company!
A Final ly, it is imperative to ensure that the reader of the sales letter takes
action at the right time. To propel the reader towards this step, companies
may again make promotional offers, or offer discounts or free gifts, or
tension -free delivery and service.
For example:
i. Hop into the nearest dealer‘s and collect your free gift with an
immediate purchase. Hurry! limited offer!
ii. Post the reply paid card in the nearest post -box and await your
surprise next week!
Example: 1
The Personality Development Cen tre
27, Coronet Plaza, Mumbai -400 030.
15 May, 2008.
Ms. Sanaa Talwar, 6, Palm Court,
Mumbai - 400 050. Dear Ms. Talwar,
Time once lost is lost forever!
Surely you are not just one of those youngsters who only flow with the
tide? If you wish to make the m ost of the long post - school vacation and
exciting college years ahead, you couldn‘t do better than join the
Personality Plus Programme‘. munotes.in

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93 Business Communication - Paper II This is an ideal three week course specially designed for fresh college
entrants. It will help you develop confiden ce in speech, deportment and
making presentations, thereby aiding you in making a mark in your
college. This rich value -addition will not only make your college years a
time to cherish, but also groom you for a corporate career.
Time and tide wait for no o ne. Ensure your participation in this
prestigious Programme by early registration, as only a limited number of
students with potential have been invited, and the seats will be filled on a
first come, first served basis.
Please note that registrations wil l end on May 25, 2008.
Sincerely yours
(Ekta Rathi) Director
Example:2
SWASTHYA
The Complete Fitness Boutique 21, Pali Hill, Bandra Mumbai 400 050.
Ms. Nausheen Nayar, 42, Hill Road, Bandra, Mumbai -400 050.
January 3, 2009.
Dear Madam,
Health is Weal th‘ is a timeless adage. The modern Indian‘s health is
under onslaught as never before, with the pressure of the growing
economy, increased competition, air, water and food pollution, and a
hectic lifestyle.
SWASTHYA‘ is now here to reliev e you of all your health
problems. From timely check -up reminders to pick -up and drop back
service, fitness and nutritional experts working in tandem to advise on
your specific needs, a 24 hr emergency service – all at a nominal cost for
members. I n addition you also get to avail of the library and recreational
facilities, all in clean, hygienic, pleasant and world class ambience.
Do drop in at your convenience, for we know that seeing is believing. You
may also wish to refer to some of our well - known members from your
neighbourhood for your own satisfaction. Since the concessional
membership scheme for the Golden Club‘ offered to the 50 plus‘
is for a limited period only, we urge you not to trade this opportunity
for a lifet ime of regret!
We await your call to fix an appointment for the walk -around and demo
tour.
Yours truly,
B. Handouts or flyers , also otherwise known as pamphlets, leaflets,
fliers, handbills or brochures, are an alternate way of reaching out to the
public in a more cost effective manner. They refer to a single sheet of munotes.in

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94 Business Correspondence Trade Letters paper, folded or plain, but not bound, that is attractively designed to draw
the reader‘s attention to a product, an event, a cause or special meeting.
Generally an A4 or A5 size paper is u sed. DTP or Desk Top Publishing
has made it very easy for even amateurs to use these. Although for ideal
designing one could call for competence and excellence in terms of
colour, design, graphics and layout, it is the verbal content that one needs
to con sider here. Apart from readability and legibility, one needs to also
know the target audience so as to effectively communicate the content or
the message. While readability refers to the ease with which the text and
the graphics can be deciphered, legibili ty looks at the clarity, or the ability
to convey the intended message.
Needless to say, the text should be brief and succinct. It is not necessary
that there be complete sentences; even phrases or stand alone words would
suffice.
Here is an example:
The Indian Pizza Festival Romance the Unique Delectable Blend of
The Italian Pizza with
The Indian Toppings both in
Veg and Non -Veg ! at
The Mumbai Festival Only!!
An Opportunity You Can‘t Afford to Miss!!!
Questions:
1. Explain the importance and role of th e sales letter as a tool of direct
marketing.
2. Write a note on the AIDA model.
3. Draft attractive sales letters for the following:
i. Liquid gel -flo pen.
ii. Back -Packers‘ hiking expeditions.
iii. Instameal‘: a fast -food delivery scheme.
iv. Cl ickflick‘ DVD film delivery scheme.
v. Mathemagic‘: Vedic Maths classes.


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95 6
REPORT WRITING
Unit Structure
6.0 Objectives
6.1 Introduction
6.2 Types of reports
6.3 What a Report Usually Contains
6.4 Questions
6.0 OBJECTIVE To familiarize students with the basic techniques of drafting a business
report, as well as other types of reports (investigative report, feasibility
report).
6.1 INTRODUCTION What is a business report? :
Report is a well organised representation of facts or a statement of a plan
of action.
A report provides information either sets of facts or re sult of an
investigation. Reports are important means to facilitate decision -making,
solving a problem, sharing information. A report studies generally
presents the desired outcome about the future course of action. In short,
report studies a problem or a situation and offers a solution to the problem.
Reports are important means of upward as well as horizontal
communication. Reports may be short or long, oral or written, formal or
informal.
Since a report is designed to give a complete picture of what is taking
place at a distance or away from the person who receives it, it must be
detailed and comprehensive – it must not leave out relevant information. A
good report leaves no question unanswered in the mind of the person to
whom it is addressed.
6.2 TYPES OF REPORTS 1. Informational reports : Informational Reports collect and present
data for the reader. E.g. sales report, quarterly report, accident reports
are investigative reports etc.
2. Recommendations reports : Recommendations reports recommend
actio ns or suggest a solution. E.g. feasibility reports, problem solving
reports. munotes.in

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96 Report Writing 3. Analytical reports : Analytical reports study and interpret data but do
not offer suggestions or recommendations. E.g. annual reports, audit
reports.
Here, we are more concerne d with investigative report and feasibility
report with formal written form.
Investigate report :
An investigate report is written as an outcome of an inquiry conducted
either by an individual or a committee. An expert or experts who are
impartial and neu tral are authorised to investigate the cause, nature and
impact of the problem and suggest ways and means of solving it as well as
ensure that it does not recur in future. Accidents reports are examples of
investigate reports. The reports submitted by vari ous high powered
commissions set up by the government to inquire into scams, corruption
charges, air and rail accidents are examples of investigative reports.
Feasibility report:
A feasibility report is written prior to an event or project undertaken by a n
organisation. It is entrusted to an expert or experts, those who are in a
position to make recommendations for or against the proposed activity.
The report is prepared and tabled before the authorities who then
deliberate and decide on the next course of action.
Reports may be written in the schematic or letter format. The longer
formal report follow the schematic format where as the shorter informal
report uses the letter format.
6.3 WHAT A REPORT USUALLY CONTAINS Short reports which could be in the for m of letters, have their contents
(sometimes paragraphs) arranged in the following manner:
1. The Authority
2. Terms of Reference
3. Procedure
4. Findings and Conclusions
5. Recommendations, if any.
Detailed (longer) reports have the following arrangeme nts:
1. A title page
2. Table of contents
3. A synopsis or summary
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97 Business Communication - Paper II 5. Procedure and investigation methods followed
6. Findings and conclusions
7. Recommendations
8. Acknowledgements and thanks to those who have helped.
9. Appendixes.
1. The authority :
The authority under which the report is being written is mentioned first.
Thus an individual submitting a report must mention the person or
resolution by which he has been authorised to write the report. Similarly
sub-committee or committee reports mention the resolution of the board of
directors by which they have formed themselves into committee.
2. Terms of reference :
This section clearly spells out what aspects are to be covered by the report
writers by focusing their attention on the main issue. Thus the terms of
reference of a committee might be to report on poor quality of work put in
by the workers in the factory. This means that the committee will have to
address itself to this problem and should not stray into the field of
economics or finance or the disadvantages of location, etc.
3. Procedure :
Here the report writers mention the procedure they followed in obtaining
their data or information. How and when they visited different places,
whom they met, with whom they corresponded and the details of the
questionnaires issued, if any.
4. Findings :
Based on the data, facts and information collected the report writers will
draw definite conclusions which are called ‘findings’. The findings are
summarised statements of all the data collected.
5. Recommendations :
Based on the findings the report writers will give their recommendations
or suggestions as to the best course of action to be followed. It is in this
section that the real skill and inte lligence of the report - writers is revealed.
The student should note that the five parts of the reports given above are
by way of guidelines and not compulsory to all report writing. Thus a
“cash-flow” report which only gives figures of amount of cash comi ng in
or going out in a week or months will not contain “authority”, “terms of
reference” or “recommendations”. Similarly a directors report will not
contain ‘‘authority” or “terms of reference” though it may touch upon
such other topics as the economy of the country or the political situation,
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98 Report Writing If the report is likely to be long one, the writer should use headings or sub -
titles to break up the text and to refocus the reader attention
An organisation may appoint an individual or committee to prepare a
report and the format of report will be on that.
Reports written by individuals :
A report written by an individual may be sent in the form of a letter. If,
however, the report is likely to be a long one with several sub -titles and
sections then it should b e written in the form of an impersonal statement
with a covering letter.
Reports by individuals must be written in the first person singular and they
are of great use to the report writer himself as they enable him to give
expression to his talent and abil ity. Reports by secretaries and experts
come in this category. The report must be signed by the individual writing
it. Short reports, sent by individuals, tend to be personal in nature. They
involve a personal relationship and concern a personal investigat ion.
Committee reports :
Reports written by committees or sub -committees are more impersonal in
tone and formal in phraseology. They usually contain phrase like “the
committee came to the conclusion” or “the committee was of the opinion”
the report is signe d by the chairmen on behalf of the committee or by the
members of the committee themselves, if they are not too many. While
drafting such reports care should be taken to see that If any member of the
committee has dissented from the general opinion of the committee a
NOTE OF DISSENT, containing that member’s views is attached to the
report. As committees in the business world, which submit reports are not
political bodies, no importance is attached to unanimity. Indeed a
committee member who expresses disse nt often gives the authorities a
clearer picture.
Example of investigative report (committee) :
Date:
The Managing Director,
Washing Machine Company,
Vikhroli (East),
Mumbai 400 024 .
Subject - Report on the causes of decline in the sales of washing machine
Dear Sir,
This is in response to your letter asking me to find out the reasons for
decline of the sales of the company’s washing machine. I am happy to
inform you that I have probed into the matter and compiled this report for
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99 Business Communication - Paper II I interviewed 30 customers who had purchased washing machines in the
month of December and also studied the complaint letters received from
the customers.
The customers were found to be unhappy mainly for the following
reasons:
1. The machine made a lot of noise
2. The ou tlet pipe became loose too often, spilling water all over
3. Not taking water through pipe
4. The steel body of the machine rusted in short period of time
In order to find out if these complaints were specific to machines produced
under a specific batch, I looked at all the complaint letters received by the
company and realised that was not the case. Complaints against machines
purchased within last three months were similar in nature.
It seems that product design is defective and needs urgent rectificatio n.
Once the product design is improved, the company will have to focus on
an advertising and publicity campaign to regain its lost image, as well as
the trust of the customers.
Giving additional incentives to retailers can help promote the machine and
improve sales.
With regards Report of the committee on student’s participation in co -curricular
activities.
1. Authority and Terms of reference :
A committee was appointed following the resolution passed by the local
managing committee in its meeting held o n 20 Dec 2020 “resolved that a
committee be and is hereby formed to look into the reasons behind lack of
participation in various extra -curricular activities organized by the college.
The committee would submit its report to the principal of the college by
the 26th Jan 2021.
2. Procedure :
The committee met twice to formalize the procedure. A questionnaire was
formulated to be administered to the students. The committee collected the
exact number of students who participated in each of the various extra -
curricular activities organised by the college during this year and previous
year.

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100 Report Writing 3. Findings :
After collecting data and comparing the figures obtained over two years,
the committee arrived at the following conclusions:
 Students interest in these activities was decreasing
 Majority of the students had enrolled either for professional courses,
or tuition classes, or had jobs.
 Participation in sport meant rigorous practice, for which they had no
time.
4. Conclusion :
Students are not interested in extra -curricu lar activities. They have neither
the time nor the inclination to participate in such activities.
5. Recommendations :
Considering that extra -curricular activities are necessary for overall
personality development, the sub -committee recommended the followin g
measures:
 Creating awareness among students about the importance of extra -
curricular activities
 Projecting such activities as stress busters.
Place -
Date -
Signature
Chairman,
Secretaries,
Members.
Examples of investigative report (individual) -
25 March 2020
The Principal
______College Mumbai
Subject - Submission of Report on Students‘Grievances
Dear Madam,
As the General Secretary of the Students‘Council, I was asked, in the
meeting held on 20 March 2020 to study complaints from the students and
submit a report within 15 days, making suggestions to the Grievance
Committee. I am glad to inform you that I have successfully completed the
scrutiny of complaints and here is the report. There were 15 complaints in
July and August, which were sorted and categor ized as follows: munotes.in

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101 Business Communication - Paper II (i) A majority of the complaints, fifteen in all, were about the functioning
of the library. Since there were only two computers in the library,
majority of the students could not avail themselves of the internet
facility.
(ii) The comp laints were also about the space available in the library.
According to the complainants, the reading room in the library could
not accommodate more than 150 students at a time. More space was
needed to accommodate larger number of students.
(iii) Five co mplainants specifically said that the library staffs were
unnecessarily hostile towards the students.
(iv) Students were dissatisfied with the marks given to them in the subject
of Economics.
Conclusion: Students were dissatisfied largely with the librar y services,
functioning of the office and the examination committee. As a
representative of students I would like to suggest the following:
1. Management should take note of the complaints and act on them.
2. College should make provision for more compu ters.
3. The office staff should be more efficient and student friendly.
4. Students who have serious grievances regarding examinations should
be called personally, and an interactive session,
The chairman of the examination committee and the students should be
organized to resolve the matter. I sincerely thank you for giving me this
opportunity to look into the matters that concern students.
Yours faithfully,
------------------
Examples of feasibility report :
Report of the subcommittee on feasibility of a Smart Card service by
BEST for regular commuters.
The Chairmen,
BEST committee
Dear Sir,
Sub- Report on improvement of BEST services.
In association with the instructions contained in resolution of the BEST
committee, held on_____, the signatorie s of the accompanying report
studied and considered the feasibility of improvement of existing BEST
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102 Report Writing As the chairmen of the committee, I am pleased to submit this report and
request you to place it before the managing committee for their
conside ration.
Yours faithfully,
__________
(General Secretary)
1. Terms of Reference :
A committee comprising of the following members was formed in
accordance with the resolution passed in the Annual General Meeting of
BEST held on………….., to look into the feasi bility of introduction of
smart cards for commuters availing themselves of BEST services. The
subcommittee was asked to present its report by 28 February 200 —
2. Procedure:
The subcommittee met on 3rd, 4th and 5th March and decided to adopt the
following course of action: a. Get feedback from commuters b. Identify
routes that would be covered under the scheme c. Decide on the modalities
— amount to be charged, the schemes to be offered, outlets for the
distribution of cards, and the de tails for applicatio n.
3. Findings:
i. Most commuters welcomed the idea of having a smart card; it was
perceived as a convenient alternative for daily payment.
ii. The BEST employees like conductors and depot managers welcomed
the move and showed will ingness to adapt to this new way of
transaction.
iii. They felt that this move will help BEST to project an image as a
commuter -friendly service.
iv. Administration showed willingness to make smart cards available to
commuters in a month‘s time.
4. Conclusion :
The commit tee concluded that the move to introduce smart cards would
benefit both the public as well as the BEST services, and that such a
scheme should be introduced without further delay.
5. Recommendations :
i. Proper publicity of the scheme before its introduct ion.
ii. Organizing proper training to depot -managers to be able to provide
information to commuters.
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103 Business Communication - Paper II Example - Report on improvement of college Canteen facilities
Flat 101 Sharad chs
Wadala east
Mumbai
The principal,
Anthony College .
Sion (East).
Dear Sir,
Sub- report on improvement of college canteen facilities
In association with the instructions contained in resolution of the college
council committee, held on 5th march, the signatories of the accompanying
report studied and considered the feasib ility of improvement of existing
canteen facilities offered in the college.
As the chairmen of the committee, I am pleased to submit this report and
request you to place it before the managing committee for their
consideration.
Yours faithfully,
__________
(General Secretary)
I. Authority and terms of reference:
In accordance with the instructions contained in resolution of the college
council committee was appointed to study and consider improving the
canteen facilities offered in the college.
II. Resoluti on:
That a committee be formed to study and consider improving the canteen
facilities offered in the college
That the committee would consist of following members -
1) __________,
2) __________,
III. Procedure:
The committee visited four well -established c olleges of Mumbai to study
the facilities provided by them. During the visit the Principals, General
Secretaries and Health Inspector were also interviewed.
A meeting to the staff and the students council of our college was held
where the matter were discu ssed in detail.
The members of the college council committee were met and their views
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104 Report Writing A random survey was conducted of students from classes to get their
views and suggestions on the topic.
IV. Findings:
The existing canteen offers limited food vari ety,
There is no permanent chef who can make different dishes,
At a time only 50 students can have food in the canteen,
V. Recommendations:
The committee is of the view that the time is right to improve the existing
canteen facilities offered in the colleg e-
1) Health fund to be granted by the college council committee should be
used.
2) Canteen capacity should increase to 150 students minimum.
3) Need to hire a professional chef and some workers for maintenance of
the canteen
Place: Wadala, Mumbai
Date: 23rd march 2020
Example – Report about the possibility of starting hobby courses in
the institute.
New Delhi
Date_____
The director ,
The institute for Secretarial Services
University of Delhi
Delhi
Dear Sir,
Sub- Report about the possibility of starting Ho bby Courses in the
institute
I have been assigned the task of submitting report about the possibility of
starting “Hobby Courses” during summer vacations in the institute.
Accordingly, I beg to submit my report on the subject.
The two Hobby Courses viz. Se cretarial Practice and Tourism may easily
be started at the institute for duration of 3 to 4 weeks during the summer
holidays because of the following reasons:
1) That a large number of students in Delhi are available who may take
up the aforesaid two cour ses. I have collected the data and it is
expected that there would be no problem in giving admission to about
250 students for these courses. Four groups may easily be formed. munotes.in

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105 Business Communication - Paper II 2) That the faculty members may also be available. The concerned
lectures would be available for conducting these courses and they
have also consented to take up classes during the summer vacation.
Their consent, in writing, to this effect has been obtained and
enclosed with.
3) That the details about the additional income from fees a nd the
expenditure are given in the statement enclosed herewith. A perusal of
the said statement would reveal that the institute will have an
additional surplus of income over expenditure amounting to Rs.1000
from the summer vacation hobby courses.
4) That the matter has also been discussed with the principal of the
institute and he has kindly given necessary permission for conducting
the aforesaid courses.
In my opinion, there is every possibility of starting hobby courses during
the summer vacation. Where , on the one hand, it will give a surplus net
income to our Institute, on
The other hand, there will be the best utilisation of vacations from the
students point of view.
Yours faithfully,
Sd/-
6.4 QUESTIONS 1. A committee has been formed to investigate the possibilities of
starting a co -operative store in your college. Draft the report of the
committee with favourable recommendations.
2. The principal has received several complaints about poor service in
the college canteen. A committee has been formed t o study and give
suggestions to improve the situation. Draft the committee’s report.
3. As the General Secretary of the Student’s Council you have been
asked by the principal to prepare a report on the performance of
students at various inter -collegiate cu ltural events. Submit your report
along with recommendations.
4. As the Secretary of the Gymkhana you have been asked by the
Principal to draft a report on poor participation of students in sports
events.
5. As the General Secretary of the Students Council you have been
asked by the Principal to prepare a report on the recently conducted
‘Personality Development’ programme. Submit your report with
recommendations.
6. As the secretary of the Gymkhana you have been asked by the
Principal to prepare a report o n the recently conducted ‘Athletics
Camp’ in the college. Submit your report with recommendations.
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106
7
SUMMARIZATION
Unit Structure
7.0 Objectives
7.1 Introduction
7.2 Characteristics of a Good Summary:
7.3 Guidelines to write effective Summary
7.4 Usage of Summary
7.5 Steps to be followed in summary writing
7.6 Techniques for Summarization
7.1 INTRODUCTI ON Suppose your teacher is teaching a very important lesson and gives you all
related concepts. Will it be possible for you to note down each and every
word that the teacher has said?
Or, when you read a story, you want to remember what you read. Will it
be possible for you to remember each and every line of the story?
No, is definitely the answer. However, it is not always necessary to recall
each and every word. Instead, you can make small notes for it and
summarise those notes to have a brief central i dea. A good reader always
first finds the main ideas from the whole story. It is the great to remember
that the main points are not always stated; sometimes, they are implied or
suggested. After the discovery of main ideas, the next thing a reader does
is the identification of supporting evidence for the main idea. This
evidence can be explanations, details, descriptions, or statistics that
expand the main idea. It is often suggested to use an outline or a graphic
organizer to summarize information.
Summari zation is an art that can be defined as collection of bulk
information and creating a condensed version covering the important
points. It is the technique of shortening long pieces of information so as to
create a fluent and coherent summary that covers th e main points outlined
in the document. A summary is a written record of the information by a
writer in his or her own words. It is the ideal way to outline the main points
or the crux of the passage, conversation or note. It is a short version of long
essays that contains brief collection of all the essential points. An important
characteristic of summarization is the relevance, as a summary must contains
all the relevant and important information from the passage or the notes.
Summarizing is different fro m paraphrasing as it only condenses the wide
information to provide the central idea to the reader. When someone
summarizes any text, he/she is not merely rewriting it word to word using munotes.in

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107 Business Communication - Paper II synonyms and a thesaurus; rather he/she is reworking on the text to m ake
its condensed form for later reference without losing its essence.
7.2 CHARACTERISTICS OF A GOOD SUMMARY: One can follow these basic characteristics to write a good summary:

Conciseness/ Precision :
The very first characteristic of a good summary is conciseness or
condensation of information into precise summary. The degree of density
can vary: as one can summarize a three -hundred -page book into fifty
words or one can also summarize a thirty -page article in few hundred
words. Both are termed as summa ries because both provide condensed
form of material, although one condenses its material more than the other
does. The length of the summary depends on a couple of factors and one’s
communication goals. For example, if one is writing a review for the
book , some couple of words summarizes the book and completes the
review process. The other arguable and a significant, element of
summarization is the evaluation. The author’s judgment about the book,
i.e., author’s views and evaluation along with reader’s exp ectation in the
process of summarization is important.
Accuracy :
Summaries are supposed to give accurate, precise and condensed version
of the available material. An important characteristic of summarization is
the relevance and accuracy as the summary mu st contain all the relevant and
important information from the original passage or the notes. To do this, the
writer must first read the material and understand it thoroughly. The
summary must convey the writer’s understanding and views so that the
reader gets an accurate picture as well. The more simple and clear the
writing is, the more it is easier to understand it. If it is less clear, the reader
may misunderstand, so it is essential that summarization must be accurate.
Before summarizing any informati on, one must be a reader first and munotes.in

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108 Summarization thoroughly read all the material as a reader. The writer’s perspective may
be misunderstood by the reader if it is not written clearly. Sometimes more
than one reading is prescribed.
Objectivity : A summary should contain the viewpoint of original author,
to maintain the objectivity of the article or text as the personal judgments
of the readers may leads to biasness. While summarizing any article one
must keep in his/her mind that he is supposed to make report, not to
editorialize. It must contain the idea from the creator's perspective, not
from readers own perspective.
7.3 GUIDELINES TO WRITE EFFECTIVE SUMMARY An efficacious summary is one that skillfully condenses any paragraph
into a smaller form and articulates signifi cant information of the original
text. Summarization acts as an effective tool in the hands of young
researchers and writers as it helps them to review the articles/Journals
swiftly that can save their time.
There are few steps one should abide by to writ e an effective summary:
1. Keep a note of central idea: Summary is used to express an account
of the central idea or key points of a text. The first step in this process
is to mark out central idea after reading and re -reading the summary.
In general sens e one must enquire about the authorship of the article,
primary concerns presented in it, methodology the author chooses to
convey his ideas and what circumstances compelled the author to
write it. All the points mentioned above are essential to get the ce ntral
idea of the text.
2. Usage of own language/words: The writer should try to use his own
words as it will be beneficial for others to understand it in a better
way. The writer should keep one thing in his/her mind that there
should be moderate usage o f quotations and if required phrases should
be used originally. For example, one can use quote and phrases
originally used by the author or also sentences he/she wants to use
word -for-word in his paper.
3. Conciseness: Generally, a summary is written as one-fourth of its
original text. Its length depends on the matter of the original text. Use
few key words from the text and deduce the meaning of words and
phrases. One should ignore the irrelevant matter of the paragraph.
4. Keep objective approach in mi nd: One should avoid documenting
his/her own view points on the particular paragraph given for
summarization. Summaries should highlight the writer’s views and
ideas than reporting one’s (readers) opinion. The reader rather can
make a note highlighting his own views and opinions after the
evaluation of the article as this may be proven helpful.
5. Proper record of information for future reference: It is important
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109 Business Communication - Paper II will help the writer to cite his summary or summarized information
while publishing any research article. Much of the summarized work
will lead to no use if proper document of information is not
maintained properly. In writing any summary or research paper the
writer should gi ve proper citation if the idea or views are not original
and borrowed from someone other.
7.4 USAGE OF SUMMARY  Summarization is a tool to improve the reading and writing skills and
helps the writers to focus on the main concept.
 Summarization has its grea t importance in academic terms.
 Summary writing has a significant role in a professional area.
Good Summaries as Note Making Examples
 A good summary must maintain objectivity.
 It should only contain content relevant to the context.
 It must highlight the ma in idea of each of the paragraph.
 The best way to write a good summary is to use keywords from the
original text but the writer should avoid usage of metaphors.
7.5 STEPS TO BE FOLLOWED IN SUMMARY WRITING
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110 Summarization  The first step in the process of summarization is the requirement of
good reading skills.
 After reading the whole passage the next step is to underline the
important points from the passage.
 After the collection and marking of main points, the writer must
carefully check the appropriateness of the idea t o be used in the
process of summarization.
 Preparation of first draft is very essential in the process of
summarization. The techniques like selection, rejection and
substitution can be used in this step where a writer can eliminate or
add information to t he draft.
 The final step is the finalization or precision where a summary is
finalized keeping in mind the word limit and other requirements.
7.6 TECHNIQUES FOR SUMMARIZATION The three main techniques mostly used in summarization are discussed as
below :

Selection :
Selection of relevant information from the bulk is the basic skill required for
summarization. For summarization, it is imperative to select the main idea,
information keywords and important terms from the original text. It helps the
writer in p récising the text and making short summary.

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111 Business Communication - Paper II Rejection :
Rejection is the process of eliminating and carefully removing unwanted and
un-important information from the original text while making summaries. It
helps in reduction of the length of the summary.
Substitution :
Substitution is the process of adding some of the words and sentences in
order to make a summary more useful and informative. In this process, many
words are piled together to form a single sentence.
Important Points to be Considered while S ummarizing :
Following are the important points to be kept in mind while making a
summary:
 Careful selection of suitable theme for the summary.
 Always read the summary with the questions like who, when, what,
where, how and why in your mind.
 Try to precise the information.
 Write clearly so as to avoid scope for confusion.
 Cover all the important points and main ideas.
 Avoid including unnecessary and repetitive sentences.
 Avoid making assumptions by your own.
 Try to restrict the content of the summary to 20 -30% of the original text.
 Try to maintain originality of the source text.
 Avoid using metaphors, quotations and other figures of speech.
 Link each section logically.
 Use clear, short and understandable sentences.
 Cover all the relevant points.
 Give conclusi on if there is requirement.

*****
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