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CHAP 01 : Communication and Its
Components

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Communication:

x Is the process of sending and receiving messages,

whether you are exchanging e-mail, giving a formal
presentation or chatting with co-workers.
Effective Communication

x roducing the intended result.

x
hen other understand your message correctly
and respond to it the way you want them.
Business

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   legally.
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 Definitions and their Analysis:
Communication is the various processes, both formal and
informal, by which information is passed between the
managers and employees within a business, or between the
business itself and outsiders. Up Ward
Down ward
Within:
Horizontal

Business

Outsiders

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Definitions and their Analysis:
Communication is a two way process
of transmitting and receiving verbal
and nonverbal messages.

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 Definitions and their Analysis:
Communication is a 
, not a
. In fact, communication is more
concerned with a 
 
  process."

Dialogue Monologue
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 Verbal communication
   
  refers to the spoken or written words you send or receive.

àral Written

àne-on-one conversations Memorandums

Meetings Letters

Phone calls Email

Presentations Reports

Videoconferences Miscellaneous

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 Vonverbal communication
V  
 
  refers to messages without the use of words.

1. Body Language 2. Facial Expressions m. Vocal Cues

Appearance Eye Contact Pitch

Posture Rate

Gesture 4. Space,Time &

Volume
Silence
Touch

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 Ñody Language is Everybody͛s First
Language
x From birth, before learning to speak,
humans develop body language skills
x Specifically, ATTEVTIOV is what we
learn first
x Crying, making noise, and sudden
movements are all babies͛ attempts
to gain attention

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x §atch each picture with the emotion and correct
sentence.

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 Legs & Feet
* In Asia and some European countries, putting
feet up on a desk or any other piece of
furniture is very disrespectful.
* Sitting cross-legged, while common in Vorth
America and some European countries, is very
impolite in other parts of the world.

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 ands

* The Italian ͞good-bye͟ wave can be interpreted by

Americans as the gesture of ͞come here.͟
* The American ͞good-bye͟ wave can be interpreted
in many parts of Europe and Latin America as the
signal for ͞no.͟
* For greeting and farewell
* andshaking

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 ands

x Friends put hands on each other to show

closeness.
* and-holding among the same sex is a custom of
special friendship and respect in several §iddle
Eastern and Asian countries.

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ands
* Right hand. The right hand has special
significance in many societies. In certain
countries in the §iddle East and in Asia, it is
best to present business cards or gifts, or to
pass dishes of food, to get an attention, using
only the right hand or both.
* Left hand is considered unclean in much of the
§iddle East and in parts of Indonesia.

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 Fingers

* The ͞O.K.͟ signal. (the thumb and forefinger

form a circle) means
* ͞fine,͟ or ͞O.K.͟ in most cultures,
* ͞zero͟ or ͞worthless͟ in some parts of Europe
* ͞money͟ in Japan
* an insult in Greece, Ñrazil, Italy, Turkey, Russia and
some other countries

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 ingers

* Pointing.
* Pointing with the index finger
is common in Vorth America
and Europe.
* Ñut it is considered impolite in
Japan and China where they
favor using the whole open
hand.
* §alaysians prefer pointing
with the thumb.

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 Components of Communication
x Communication
includes six
components:
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u. Context
x Every Communication begins with a
context.
x Context is a broad field that includes
country, culture, organization, and
external and internal stimuli.
x Every country, every culture, and every
company or organization has its own
conventions for processing and
communicating information. .
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O. Sender-Encoder
When you send a message, you are the
͞encoder͟, the writer or speaker, depending
on whether your message is written or oral.

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m. §essage
x The message is the core idea you want to
communicate; it consists of both ë

(written or spoken) symbols and ë

(unspoken) symbols.

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M. §edium
x To transmit your message to receiver, you
select a communication channel such as the
telephone, letter, memo, and an email.
x The choice of channel depends on your
message, your audience͛s location, the media
available to you, your need for speed and
formality required.

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Õ. Receiver-Decoder
x The message receiver is your reader or
listener, also known as the  
§any of
your messages may have more than one
decoder.

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`. Feedback
x Ultimately the receiver reacts with either the desired
response based on a clear understanding of the
symbols or with an undesired response because of
miscommunication.
x Feedback can be oral or written. It can also be an
action, such as receiving in the mail an item you
ordered.
x Sometimes silence is used as feedback.

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 6  6 

Communication is really more than speaking

and listening.

apeaking and listening effectively.

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 Communication͛s Complexity (O)
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ù Communication works like a skilled tennis match:

both tennis players are involved constantly in the
game. When a good player hits the ball, he or she
moves into position to prepare for the return shot.
A poor player may just stand there after hitting the
ball instead of anticipating the return shot.

ù ?n communication, you send and receive messages

simultaneously. This transactional process may be
pictured in the following way:
Person àne Person Two
Speaking Listening
Listening Speaking
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 Communication͛s Complexity (m)
m) Communication Involves sharing of
§eanings

§eaning refers to the interpretation

speakers and listeners place on the verbal
and nonverbal messages they send out and
receive.

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 Communication͛s Complexity (M)

(5) Communication is blocked by interference.

xWhen a person has trouble receiving the message that is

being sent, it is often because of interference, or
³noise.´
Interference: Something that blocks a listener¶s ability to
receive a message.

External Interference: Big screen Tv, car traffic, loud

music

Internal Interference: Tension, sickness, day dreaming

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 Communication͛s Complexity (Õ)

Communication occurs in context.
You have to consider people¶s culture and expectation.

Problems of Communication (cont͛d)

u) Conventions of §eaning
O) Perceptions of Reality
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 Problems of Communication (Cont͛d)
u) Conventions o͛ §eaning:
a) §iscommunication Instructions
§iscommunication occurs when sender and receiver
give different meanings to the same word or
different words attending the same meaning.
Denotative. Cheap book.
Connotative. Cheap book.
x Ñimonthly. (Twice a month) (Every two months)
x Tenement. A large building divided into flats
A land which does not have any building.

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 Individual Perception (Physical Differences)
x You are farsighted but your brother is near sighted.
x You may have fine hearing but your friends ear
infection may reduce his/her ability to hear properly.
x Such problems may affect a person͛s ability to take in
information through his/ her senses.

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 Functions of Silence
(To provide thinking time)

To allow the speaker thinking time

In order to continue verbal
communication, It is important to have
an opportunity.

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 Functions of Silence (Cont͛d)

x To be ready for future messages to recall

references and what to come next
x Confessing undying love

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 Functions of Silence (To Prevent
Communication)
x Silence is to prevent the verbal
communication of certain messages
x Once said something can͛t be unsaid
x Silence allows us to cool off
x Keep quiet and people think you philosopher.

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 Functions of Silence (To Communicate
Feelings)

x Religious ceremonies
x To communicate nothing

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 Time
x On time
x Õmin.-u min.
x Clock watching
x Totally unaware when to leave.

Time and Appropriateness

ͻ When to do something ?
ͻ When to say something to be effective

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 Joint Functions O͛ Verbal and Von-Verbal
Communication

x Vonverbal messages support verbal

 We want to make strong defense system.
Vonverbal messages may contradict the
verbal messages.

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 Joint Functions of Verbal and Vonverbal
Communication (Cont͛d)
x Vonverbal messages may replace verbal.
x Vonverbal §essages regulate verbal messages
x When someone puts his hand to his ear during your
presentation, what should you do?
x If someone looks at watch while you͛re explaining a
process, what might you do?

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 Goal o͛ Any
Communication:
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x Deciding on the medium: Oral or Written? Symbols
such as flags, songs, religious artifacts and school
insignia stand for something else. ow important
are symbols to you in your daily life? ow far should
we go to protect them or to control them? What
exactly do they communicate? Discuss the following
incident from a communication perspective and
answer the above question.

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  You are the American manager for a division of
an American company that produces medical
products. Your division is located in a small
town in southern Germany. The supervisor of
the day shift has been with the company for `
years and liked by the management of the
company. owever, he is known to have strong
opinions, some of which are unpopular in
Germany. One day he brought in an old Vazi
flag and tacked it on the bulletin board. §ost
of his coworkers were incensed. Some
demanded his immediate dismissal. What
would you do?
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x A short Informative Report on the Von verbal customs
of an Asian Country. You are the assistant to an
architect for an American firm that has been
contracted to build a new hospital in Kabul. Your boss
will be spending O months in Afghanistan supervising
the project until it gets under way. e has asked you to
prepare a short report outlining the nonverbal customs
of Afghanistan and specifically of Kabul. Include in your
report. Kabul conventions of time and space, gestures
and body language, dress, eating customs and any
other pertinent information.

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 Assignment
x Ñring at least u Pictures and explain the
message they communicate.

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 Chapter Two
peaking and Listening in ublic
What is Public Speaking?
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is

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 a way of sharing your ideas
with other people and of influencing other
people

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 Public Speaking Produces Anxiety in
§ost People
Ôeople¶s Biggest Fears
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 Developing Confidence

 


ƒ Actors are nervous before a play, politicians are
nervous before a speech, and athletes are
nervous before a big game.
ƒ Surveys show that 7`
of experienced speakers
have stage fright before taking the floor.

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 Developing Confidence ͙ Cont͛d
  

 

ƒ Rather than trying to eliminate every stage fright, you should transform it
from a negative force into positive nervousness.
ƒ ere are many ways you can turn your nervousness from negative force into a
positive one:
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 Listening is Important
x Although most people listen poorly, there are
exceptions.
x Top business people, and successful politicians
are all excellent listeners.

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 Kinds of Listening
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 ʹ listening for pleasure or
enjoyment, as when we listen to music.
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 ʹ listening to provide emotional
support for the speaker, as when a doctor listens to
a patient or when we listen to a friend is distress
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 ʹ listening to understand
the message of a speaker, as when we attend a
classroom lecture or listen to directions
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 ʹ listening to evaluate a message
for purposes of accepting or rejecting it, as when we
listen to the speech a political candidate, or
arguments in a court

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 Four Causes of Poor Listening
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ƒ Although we talk at a rate of uO to uÕ words a
minute, the brain can process M to 8 words a
minute.
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ƒ We try to pick up a speaker͛s every word as if every
word were equally important
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 ow to Ñecome a Ñetter Listener
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ƒ Listening comes from practice.
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ƒ We listen to a music while studying; parents listen to their children while
fixing the dinner. This is passive listening.
ƒ Active listeners give their undivided attention to the speaker to
understand his or her point of view.
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ƒ We try to eliminate all physical and mental distractions
ƒ §ake a conscious effort to pull your mind back to what the speaker is
saying. Try to anticipate what the speaker is saying next. This is not the
same as jumping to conclusions.
ƒ Another way to keep your mind on a speech is to review mentally what
the speaker has already said and make sure you understand it
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 ow to Ñecome a Ñetter Listener ͙ Cont͛d
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was

 a very unimpressive-looking man who often
spoke dressed in a simple white cotton cloth.
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ƒ If you are sure of your beliefs, you need not fear listening to
opposing views.
ƒ If you are not sure, you have every reason to listen carefully.
ƒ It has been said more than once that a closed mind is an
empty mind.
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 Chapter m
The Seven C¶s of Effective Communication

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 !6
Communication Principles that we must apply
to compose effective written and oral
messages.
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Completeness

Completeness offers numerous benefits:

u. Bring the desired results without the expense of

additional messages.

. They can do a better job of building goodwill

. Can help avert (top happening) costly lawsuits

(complaints) that may result if
important information is missing

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Continued«.

The following are the guidelines for a complete

message
i. rovide all necessary information.
(
ho, what ,where, when, why)

ii. Answer all questions asked.

iii. Give something extra, when desirable

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Conciseness

hat you have to say in the fewest possible words.
A concise message is complete without being
wordy.
A concise message saves time and expense for
both sender and receiver.
uggestions for achieving conciseness
i. Eliminate
ordy Expressions
ii. Include only Relevant Materials
iii. Avoid unnecessary repetition

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Continued«
i. Eliminate Wordy Expressions
u. Use ingle-
ord ubstitutes instead of phrases
whenever possible without changing meaning.

ordy: At this time
Concise: Now
. Omit trite (dull) ,unnecessary expressions

ordy: lease be advised that your admission
statement was received
Concise: Your admission statement has been received.

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 Continued«..

. Omit ³which´ and ³that´ clauses whenever possible.

ordy: he bought a car which was nice.
Concise: he bought a nice car.

. Limit use of passive voice.

ordy: The total balance due will be found on page of this
report.
Concise: The balance due is on page of this report.

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Continued«

ii. ?nclude ànly Relevant Material

x tick to the purpose of the message.
x elete irrelevant words and rambling(aimless)
sentences.
x Avoid long introductions, unnecessary explanations,
excessive adjectives and prepositions, pompous
words, gushy (excessively effusive) politeness.
x Get to the important point tactfully and concisely.

ordy:
e hereby wish to let you know that our
company is pleased with the confidence you
have reposed (rely) in us.
Concise:
e appreciate your confidence.
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Continued«.

iii. Avoid Unnecessary Repetition

x Use a shorter Name After you have mentioned
the long one once.
Instead of ³North Central Company´ North Central
ii. Use pronouns or initials rather than repeat long
names.
Instead of American ³Association of Technical
Analysts´ again and again, use ³it´ or ³they´ or
³AATA´
iii. Cut out all needless repetition of phrases and
sentences.

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Consideration

reparing the message with message receivers in mind.

 Try to put yourself in their place.
 on¶t lose temper.
 on¶t accuse
 on¶t charge without facts.
Guidelines to indicate consideration.
 ocus on ³You´ instead of ³I´ and ³we´.
 how Audience Benefit or Interest
 Emphasize positive, pleasant facts.

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Continued«
i. Focus on ³You´ instead of ³?´ and ³we´.

e-attitude: I am delighted to announce that we will be
extending our hours to make our shopping more
convenient.
You-attitude: You will be able to shop evenings with
extended hours.
ii. Show Audience Benefit or ?nterest

x how how your receivers will benefit from

whatever the message announces or asks.
x Readers may react positively when benefits are
shown to them.
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Continued«
iii. Emphasize Positive, Pleasant Facts

Negative --- Unpleasant

e don¶t refund if the returned items soiled and
unsalable.
Positive ---- Pleasant

e refund when the returned item is clean and
resalable.

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Concreteness
x To be specific, definite and vivid rather than vague and
general.
x It means using denotative rather than connotative
words.
or example, the term female has different
connotations such as wife, mother, widow, dowager,
etc.
The following guidelines should help compose
concrete, convincing message.
i. Use pecific acts and igures
ii. ut Action in Your Verb
iii. Choose Vivid, image building words.
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Continued«
i. Use Specific Facts and Figures

henever possible, use an exact, precise statement or a
figure in place of a general word to make your message
more concrete.
The following are some of the words which can lead to
uncertainty, confusion.
lightly, most, small, soon, slow, several.
ii. Put Action in Your Verbs
a. Use Active rather than passive verbs.
when the ubjects acts there is more life, vividness.

e delivered a lecture. (Active)
A lecture was delivered. (passive)
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Continued«

b. Put Action in Verb, Not in Nouns

Action Hiding in a ³Quiet´ Noun

The function of this office is the collection of payments

and the compilation of statements.
Action in the Verb

The office collects payments and compiles statements.

c. Put Action in Verbs, Not in ?nfinitives
Action Hiding in ?nfinitive

The duty of secretary is to check incoming mail.

Action in the Verb

The ecretary checks the incoming mail.

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Continued«

iii.Choose Vivid, ?mage-Building Words

You can use the following devices to make your messages
forceful, vivid and specific.
a. Sensory Appeals (Which appeals to one or more of the five
senses).
or example, instead of saying´ It was hot in the factory´ you
may say the ³sweat trickled down the arms of the line workers´.
b. Comparison ( Comparison can make an unclear idea clear or
make it more vivid
Compare:

This is a long letter.

This letter is three times as long as you said it would be.

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Continued«

c. Figurative language ( Art representing forms that

are recognizably derived from life)
or example, break the pitcher.

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Clarity

The purpose of clarity is to get meaning from your head

to the head of your reader
listener

 
Clarity is difficult because we all carry around our own
interpretations, ideas, experiences associated with
words.
As you strive for clarity follow the guidelines below:
i. Choose Precise, Concrete and Familiar Words
ii. Construct Effective Sentences and Paragraphs

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Continued«...

i. Choose Precise, Concrete and Familiar Words

hen you use precise or concrete language, you select exactly the
right word to convey your meaning.
Choose hort, familiar words, instead of long, unfamiliar words.
Familiar Unfamiliar
About Circa
After ubsequent
ay Remuneration
Invoice tatement for ayment

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Continued«
ii. Construct Effective Sentences and Paragraphs
Important Characteristics to Consider are: Length, unity, coherence and
emphasis
1. Length: The suggested average sentence length should be about u
to  words.
x Avoid long sentences
x Avoid too many short sentences.
2. Unity: In a sentence- whether simple, compound or complex- unity
means that you have one main idea and many other ideas in the
sentence must be closely related.
or example, there is no unity in the sentence below.
I drink water and she is from Kabul.

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Continued«.

m. Coherence: The
ords are correctly arranged so

that the ideas clearly express the intended meaning.
Try to place the correct modifier as close as possible
to the word it is supposed to modify
Look at the example below:
Unclear: Being an excellent lawyer, I am sure you can
help us.
Clear: Being an excellent lawyer, you can surely help us.
Clear: As you are an excellent lawyer, I am sure you ««

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Courtesy

Courtesy involves being aware not only of the

perspective of others ,but also their feelings.
The ollowing are suggestions for generating a
courteous tone.
i. Be incerely Tactful, thoughtful, and appreciative.
ii. Use Expressions that show respect
iii. Choose Non-iscriminatory Expressions

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Continued«

i. Be Sincerely Tactful, Thoughtful and Appreciative

Tactless, Blunt
Clearly, you didn¶t read my latest ax.
More Tactful
ometimes my wording Is not precise; let me try again

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 Continued͙

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The following are expressions which people
find irritating. We should try to avoid such
expressions.
 Contrary to your inference
 I don͛t agree with you.
 Irresponsible
 You failed to
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 Continued͙

$ 6  ()  &  

Another requirement for courtesy is the use of non-
discriminatory language that reflects equal treatment
of people regardless of gender, race, ethnic origin and
physical features.

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 `.Õ Courtesy (Cont͛d)
> Any one who comes Students who come late
to class late will get his to class will have their
grade reduced. grade reduced.
> Each customer will Customers will have new
have the new changes changes noted on their
bills.
noted on his bill.
> You guys shall be Ñoth men and women, all of
concerned about the issue. you should be concerned
about the issue.
 Correctness
At the core of correctness is proper grammar, punctuation and
spelling.
The following are the characteristic of correctness.
$ % *!
*
There are three levels of language: Formal, informal, and
substandard.
x è + Writing is often associated with scholarly writing: doctoral
dissertation, scholarly articles, legal documents, top level
government agreements and other materials where formality in
style is demanded.
x 
+ Writing is more characteristics of business writing.
x  " "+ Using incorrect words, incorrect grammar, and faulty
pronunciation.

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 Continued..

$ 6,
 
è -è-" "$

 Check and double to ensure that the figures, facts and words.
 Verify your statistical data
 Double check your totals
 ave some one else read your message
 Determine whether a fact has changed over time.

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 Chapter Four

The Process of Preparing

Effective Ñusiness §essages

§onday, December 0 , 2010 79

 Five Planning Steps
u. Identify Your Purpose
ͻ All messages have an underlying ͞rational͟ purpose-to
create goodwill. For example, in a credit refusal letter,
your purpose is: to refuse the request while encouraging
the customer͛s continued business
O. Analyze Your Audience
ͻ You realize how important it is to adapt your messages
to your receivers͛ views, mental filters, needs, and
culture

§onday, December 0 , 2010 80

m. Choose your Ideas
ͻ With your purpose and receiver in mind, the next
step is to choose the ideas for your message
ͻ If you are answering a letter, underline the main
points to discuss and jot your ideas in the margin
ͻ Ñegin by listing ideas as they come to you-
brainstorming-and then choose the best ideas for
your receiver
ͻ The ideas you include depend on the type of
message you are sending and the background and
location of your receiver(national or international)

§onday,
December
0 , 2010 81
 M. Collect Your Data
ͻ You must determine whether you need specific facts,
figures, quotations, or other forms of evidence to
support your points
ͻ Sometimes, you may need to enclose a brochure,
table, picture, or product sample
Õ. Organize Your §essage
ͻ Ñefore you write your first drat, outline your
message(mentally or on paper)
ͻ The order in which you present your ideas is as
important as the ideas themselves
ͻ Disorganized, rambling messages often seem
careless, confusing, and unimportant

§onday, December 0 , 2010 82

 Ñasic Organizational Plans

x For letters, you can choose one of four

basic organizational plans:
u. Direct-Request Plan
O. Good-Vews Plan
m. Ñad-Vews Plan
M. Persuasive-request Plan
 The first two plans use the direct approach,
which begins with the main idea; the last two
plans use the indirect approach, which states
the main idea later
§onday, December 0 , 2010 83
 u. Direct (Deductive) Approach
x When you think your reader or listener will have a favorable
or neutral reaction to your message
x You begin with the main idea or best news. After the opening,
you include all necessary explanatory details in one or several
paragraphs and end with an appropriate, friendly closing
x Use the direct-request plan when the main purpose of your
message is to make a request that requires less persuasion
x Use good-news plan to grant requests, announce favorable or
neutral information, and exchange routine information within
or between companies

§onday, December 0 , 2010 84

 O. Indirect (Inductive) Approach
x If you think your readers or listeners might react
negatively to your message, generally you should not
present the main idea in the first paragraph
x Instead consider beginning with a buffer-a relevant
pleasant, neutral, or receiver-benefit statement; then
give an explanation before you introduce your idea
x The bad-news message is one of the most difficult to
prepare because your reader may react negatively.
x Likewise, in the persuasive request you may face
resistance

§onday, December 0 , 2010 85

 Ñeginnings and Endings
x Two of the most important positions in
business message are the opening and
closing paragraphs
x You have probably heard the old sayings
͞First impressions are lasting͟ and ͞We
remember best what we read last.͟ and
͞All is well that ends well.͟

§onday, December 0 , 2010 8

 u. Opening Paragraphs
ʹ Often the opening of a written message determines
whether the reader continues reading, puts the message
aside for later, or discards it
a. Choose Openings Appropriate for §essage Purpose and
Reader
u. §ain idea or good-news first for direct-request, neutral,
and good-news messages
O. Ñuffer first for bad-news messages
m. Attention-getting statements first for persuasive requests
b. §ake the opening considerate, courteous, concise, clear
u. Get reader into opening
O. Keep first paragraph relatively short
m. Focus on the positive
M. Use courteous, conversational language
Õ. Avoid unnecessary repetition
c. Check for completeness regarding
u. Sentence structure
O. Date of letter you are answering

§onday, December 0 , 2010 87

 O. Closing Paragraphs
ͻ Your closing is more likely to motivate the
reader to act as requested if it is
appropriately strong, clear, and polite
u. §ake action request clear and complete with the
five W͛s and the  if you want your reader to do
something
ͻ What and Who: Clearly state what action you desire and
who should do it
ͻ ow and Where: §ake action easy. Include phone
number, reply envelope ,give instructions, state your
office hours and location
ͻ When: Date the action, if desirable
ͻ Why: Show reader benefit, if possible

§onday, December 0 , 2010 88

 Letter writing

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 Ñusiness Letters
Ñusiness letters are concerned with;
> Industrial & commercial life
> Ñusiness side of personal life
> ouse purchasing
> §aintenance of property
> Insurance of property
> Income tax
> Placing order
> Purchasing of personal and house hold use
> Applications of employment and so on).
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 Ñusiness letters

The appearance of the letter should be very

Appropriate which will produce a favorable
reaction.
They are stationery, correct letter parts, and layout.

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 Ñusiness Letters
u. stationery and Envelop
Keep the following guidelines for the
stationery of letter;
a: Quality, size, color:
Good company stationery is most often at
least OÕ
cotton content,
O pound weight, 8 ½ by uu inches size,
and white, cream or light gray in color.

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 Ñusiness Letters
b: Letter ead:
The letterhead is the printed heading giving
the name and address of the company.
The letterhead should have only necessary
information and that too in a brief form but it
must have;
I. Vame of company
II. Complete address
III. Vature of business
IV. Telephone number and fax number
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 Ñusiness Letters
c: Envelop:
x It should contain the return address of the
senders,
x Printed like letterhead or typewritten
x The addressee's address should be placed on the
envelop
x The address should always be written in block
letters
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 STAVDARD Parts of
Ñusiness Letter
i. eading/letterhead and date
ii. Inside address
iii. Salutation/Greeting
iv. Ñody of the letter
v. Complimentary close
vi. Signature area
vii. Reference initial

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 Parts of Ñusiness Letter
u.
"( """
A heading shows where the letter comes
from.
If it is letterhead stationery, it is
usually at the top center of the letter.
If you are not using letterhead stationery,
your return address, but not your name,
is typed directly above the date
about O inches from the top.
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 Parts of Ñusiness letter
O$ """ 
The inside address includes the address of the
Addressee.
m.    $
A salutation is the complimentary term used to
begin the letter.
M. . "6  
It conveys the main message. If the letter
deals with different subjects, they should be
put in different paragraphs in order of
importance.
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 Parts of Ñusiness letter
Õ. 6  6 $
It is written to close the letter.
The most popular complimentary closes in American
letters are the following.
Votice that the first word is capitalized.
Sincerely, (the most popular)
Sincerely yours,
Yours sincerely,
Very truly yours,
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 Parts of Ñusiness letter
Yours very truly,
Cordially,
Cordially yours,
The complimentary close begins with a capital
letter and ends with a comma.
`.   
Three blank lines should be left for it.
It should always be written in ink    ,
/ "! "
 $
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 Parts of Ñusiness letter
Examples:
Vame of your company
Your signature
Your typed written name
Your business title
If printed on the letterhead, your company
needs not be typed after the complimentary
close.
owever, if you wish to include it, type
it in capital letters a double space under the
complimentary close.
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 Parts of Ñusiness letter
u. Very truly yours,

Signature

Jennifer Wenthe
§arketing §anager
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 Parts of Ñusiness letter
O. Sincerely,

WESTWOOD FIL§S, IVC.

Signature

Suart Stanton
uman Resource Director
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 Parts of Ñusiness letter
`$ 
 
ere three initial of the composer (writer)
should be written (in uppercase characters)
then two of his/hers (the typist)   
  $
They usually appear at the left margin at least
double space below the signature.
§Q/se
§Q:se
(§ohammad afeer Qasmi is the
composer & Samiullah Elam is the typist)
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 Optional Parts of the Ñusiness letter

$ 
 
$
 
$  #
0$ &  
0$ 6   
0$ è   
0$   
0$ ( !  

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 Optional Parts of the Ñusiness Letter

$ 
 
If the recipient specifically requests information,
such as a job reference or invoice number, type it on
one or two lines,
immediately below the date. If you are
replying to a letter, refer to it here.
For example;
Re: Job # `OÕ- u
Re: Your letter dated October `, O 7
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 Optional Parts of the Ñusiness letter

O$
 
Type the name of the person to whom you are sending
the letter.
If you write the person͛s name in the inside address,
skip this.
Do the same on the envelope. If you type an attention
line, skip the person͛s name in the inside address.

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 Optional Parts of the Ñusiness letter
m$  #
It helps tell your reader at a glance what your
letter is about. It is usually placed on the
second line below the salutation.
1$&    
An enclosure or attachment notation is
included to remind your reader to check for
additional pages of information. The enclosure
notation is usually typed single or double
space under reference initial.
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 Optional Parts of the Ñusiness letter

Õ$6   6 )   

When person other than the addressee
will receive a copy of your message, you
note by writing ͞C͟, or ͞CC͟
followed by the names of these persons
just below the reference initial or the
enclosure notation.

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 Optional Parts of the Ñusiness letter
`$ è    
To aid and filling and quick retrieved for both
the sender͛s and the reader͛s company, some
firm require that file, loan, or account numbers
be typed above the body of the letter.

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 Optional Parts of the Ñusiness letter
r$  

   - " "  
   
 " 
 "" 2$ $-32 -3 2 +3

! -  "  

$
    "
 "
   -, 
  
"  " 

 $4     

  

  -" 

5"    
 

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 Optional Parts of the Ñusiness letter

·$(
!  
Type in all uppercase characters, if
appropriate. You might want to include
a notation on private correspondence,
such as a resignation letter. Include
the same on the envelope.

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 Letter Layout
$   
Two forms;
a. Open Punctuation
b. §ixed Punctuation

$  $
In open punctuation, no line of any letter part
(except the body) has any punctuation at the
end unless the abbreviation requires a period.

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 Letter Layout
.$4" 
In mixed punctuation, a colon follows the
salutation; a comma follows the
Complimentary close. Foreign writers,
especially those in Asia and Great
Ñritain, use a comma in place of a colon
after the salutation. e argue that colons
are too formal.
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 Letter Layout
Ñusiness letters are usually arranged in one of
the letter style.

$ . , 
Every line begins at the left margin. This is in
common format because it is quick and easy to
set up.

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 Letter Layout
O$4 "
"  ,
The date, complimentary close, and signature
sections begins at the horizontal center of the
page or are place so that they end near the
right-hand margin. Attention and subject lines
may be indented, centered, or begin at the left
margin, where all other parts begin.

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 4 "
"  ,$ . , 

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 Letter Layout
m$   ,
(§odified block
with paragraph
indented)

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Report WHAT IS REÔ RT?
A report is factual piece of writing based on research and observations of any
event or matter on which definite information is required.
1. Study problems are examined for the purpose to convey information to others.
2. Essential for those organizations which collect information to keep record .
3. In reports, the authority makes decisions.
4. Engage the services of well-qualified and experienced persons to write special
reports on the problems. The report writer conducts surveys, investigations and
submit his recommendations and suggestions on the basis of research for writing
a report

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4,   "
!  
 $

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 |
 


 

 

 
 

u. Completeness ϩΪη ϞϴϤ̰Η

. Conciseness ̶̳Ωήθ
. Consideration ΖϗΩ
. Concreteness Ζ

. Clarity Ζ
. Courtesy Ζ̯ 
. Correctness ̶ΘΩ

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 hort

Reports
Long

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 Report may be
"
,

 
5  

 

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 ormat Of Reports
hort Reports can be presented in two ways:

u. Letter ormat
. Memo ormat

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 Elements of short Report
The following points are necessary for writing any
short report in letter format:
u.Sender Add:
O.Date
m.Receiver Add:
M.Subject
Õ.Salutation
`.§essage (in body we can write Suggestions)
7.Complementary Closing
8.signature

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hort Business Report (Letter ormat
specimen).
Report on introducing a new product in the Market.

Ahmad
Peshawar cant.
aeptember 22, 2006
The sale Director,
Brown & CO. Ltd.
123 Karachi

aubject: Introducing a new hair color

Research
Dear air,

I have completed my report as asked by you in your letter of August 15th, 2006. I met
people of both sexes of different age- groups but all above thirty-five. I discussed
different aspects of this product with all the people whom I met. Almost everyone
welcomed the idea of a perfumed hair-color because those now available in the market
don¶t have fragrant smell. Most of the interviewed people wanted to use light perfume.
Besides, they wanted different colors with different shades.
Most people demanded that hair color should not contain any compound that might
thin the growth of hair. They also complained about stain of color on clothes
permanently.
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 continue«.1
Observations

?n view of these findings, ? recommend that:

1. We should have only three shades: black, brown and golden

2. The color should contain a shampoo compound to act as a pre-dye washing.
3. It should be available at all drug and provision stores.
4. All advertising media should be activated immediately about the new product.
5. If we receive any complaint from our customer, the replacements should be sent
promptly.

Besides, if there are any points that need clarification, I may be called at any time
convenient to you.

Yours truly,
Ahmad

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To write any short report in §emo format, we
can follow the same elements of the
memorandum:

x To:
x From:
x Subject:
x Date:
x §essage with Recommendation/Suggestions
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 Memo Report(informational)-specimen

To: The sale Director, Brown & Cà. Ltd

rom: Ahmad & Brothers
ubject: Introducing a new hair color
ate: eptember ,  Research

I have completed my report as you asked me in your letter on August 15th, 2007.
I met people of both sexes of different groups who were all above thirty-five. I
discussed different aspects of this product with them . Almost everyone
welcomed the idea of a perfumed hair-color because those now available in the
market don¶t have fragrant smell. Most of the interviewed people wanted to use
light perfume. Besides, they wanted different colors with different shades.

Most people demanded that hair color should not contain any compound that
might thin the growth of their hair. They also complained about stain of color
on clothes permanently.

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 Continue͙.u
?n view of these findings, ? recommend that: Observation

1. We should have only three shades: black, brown and golden

2. The color should contain a shampoo compound to act as a pre-dye washing.
3. It should be available at all drugs and provision stores.
4. All advertising media should be activated immediately about the new
product
5. If we receive any complain from our customer, the replacements should be
sent promptly. Besides, if there are any points that need clarification, I may be
called at any time convenient to you.

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 *   

        
    $ 4#

"

        ! !    " "

" 
     $      "
 

   !  " "( !  !  ! 

 $

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 Elements for long report-1
1. Front aection. In this section we can include the following points:
i. External Title
ii. Preface
iii. Acknowledgment
iv. Letter of Transmittal
v. Table of Contents
2. Body aection. We have the following points:
i. Executive aummary or aynopsis
ii. Description
iii. Conclusion with Recommendations

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 Conti¶d-2

3. Back aection. We have the following points:

i. Appendix
ii. Bibliography
iii. Glossary
iv. Index

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 Front Section LONG REPORT

Title page:
This is the first page where we can give title of the report and the name of the
writer reporter
. This page can be made according to the need of the report as
some report has title, reporter name, company nameorganization
and date. The
title should be brief and clear .e.g.

Title Students¶ Enrollment Record

By Azan Qasmi
For The Higher Education
Date ct 27, 2008.

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Preface:
It introduces the report to the reader. It is a short summary of the whole
report. It shows why and what is the purpose of this report.

Acknowledgement:
Acknowledging sources means providing written recognition of any ideas
that are used or adapted for your work. Here the reporter thanks those who
have looked at or commented on it during its various stages of development, to
whom the report is presented. The reporter can also thanks §
   

                
I am very thankful of Kathy Knight, lecturer in Ôrofessional and Academic Writing
at Harvard University, who referred this book to the advanced students of college.

§ohammad Zafeer Qasmi

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Letter of Transmittal:
This is the 4th element of a long report. It is also called the letter of
Authorization or forwarding letter . When an organization asks the writer
to prepare a report, then he attaches that letter with the report . In this
letter we use these words, (³ as it was requested on Oct 20, 2008´).e.g.

-
- 



 
 

   

 
   
 
 

 
  
  

 
 

 
  
   



 
 
 


 
  
 
 

 





   
 
  
 
   







 






 


!

 
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!




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Table of Contents:
We can also write a table of content in long report which needs a separate page
from where we get contents and their page numbers. This page is placed before
the report body. This content table helps us to find easily any heading with page.
e.g.

6 Table of Contents
|  6
u --------------------------------------- 7
O --------------------------------------- uM
m --------------------------------------- OO

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Ñody Section: It contains the followings parts.
Executive aummary or aynopsis:
Busy managers, and even those interested, can determine whether they wish to
read the entire report simply by reading the executive summary. It means to
write the main summary of the whole long report. It is very Important because
it explains various purposes of the report. e.g.

In this report we have discussed how to determine the basic method of

admission in different classes. Besides, it is mentioned how to enroll and pay the
fee, get books and uniform. This report makes the way easy for those students
who are not local. We hope to say at the conclusion that this is the easiest
approach for getting admission at the university.

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)  +
This part describes the subject matter of the report. All the
information are discussed in proper order with headings. The report
writer should give separate heading and explain turn by turn. e
should write about the
scope, background, methods, research and causes of the report.

6    " +

At the end of a long report all the data is logically arranged with
recommendation. It suggests the future course of action. §ostly the
executives take decision on this basis. So it should be formulated
carefully.

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.,  +( 
  $
Appendix:
It is the last page where the reporter can include those materials which are
quite relevant to subject matter of the topic but are not mentioned in the
body. They are Supplementary materials for the reader¶s easiness as we
include maps, tables, chart, pictures and graphs.

Bibliography:
It is a list of works when the reporter consulted during preparation of the
report. It contains the names of the books from where details are taken.
Books
a. Rhetoric by C.W. published in 2004 from England.
b. Effective Business Communication by Murphy 7th Edition form New
York.

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Glossary:
It means to include any term that has several possible interpretations, definitions and
meaning. These words should be given at the end of the report . Sometimes a word
changes it definition and meaning according to the subjects. It is very useful for the
reader who wants to check the meaning of any word only related to topic.

Example
Compound- In chemistry it means the combination of various elements
which can¶t be identified separately. But in math it means a number which
is not prime( which can be devisable by itself and one only) 3-5-7-11-17 (2-9-
72).
Here every word gives different meaning according to the subjects.

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Index:
It is also written at the end of the report or book to guide the reader. It is
mentioned in an alphabetically form with page number. It has good effects
because if the reader wants to check any difficult word meaning, he just opens
the index and find the word with page number. E.g.
¥ Abstractions , 19
¥ Accountability, 22
¥ Acknowledgement, 29

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