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QUESTIONS AND ANSWERS: Q.1) What is meant by saying that where the chairman should able to deal with Hidden Agenda, and Mention some advantage and disadvantage of committee meeting, conference meeting. Ans: The chairman should be able to recognize all the members present and should make it a point to introduce newcomers to those present. His greatest skill lies, however, in his ability to deal with the “hidden agenda”. The formal agenda is placed before the meeting by the secretary and its items will be discussed at an “intellectual level” by the members at the instance of the chairman, but what is not placed before the members is the hidden emotional agenda. By this hidden emotional agenda is means the feelings, ambitions, and beliefs of the members present. These feelings and emotions are never openly expressed but they influence the direction the discussion takes. The chairman must learn to recognize the items of the hidden agenda present and make correct judgments about when to suppress them and when to encourage their open expression. Advantage of committees meetings: 1. Effective Communication is achieved: When a problem is tackled by many heads a solution is likely to be found. We have already seen that according to research, a committee of seven persons is said have a composite experience of 150 years. There is face to face communication and immediate feedback. 2. Reactions can be obtained: If a committee contains customers, clients, employees, casual workers and trade union representatives, the management is in a better position to understand how its decisions will be received and will come to know the problems faced by these groups. 3. Improves employer-employee relations: If employees are included in management and other organizational committees, they get a sense of participation and this greatly help to improve employer-employees relations. 4. Co-ordination and decision-making: Periodic meetings of departmental heads can help to achieve co-ordination between the different departments.
Committee meetings at the level higher management help to take proper and effective decisions regarding the working of the whole organization. Disadvantage of committees meetings: 1. Both, formal and informal meetings can be time – consuming and expensive. A great deal of money and time has to be spent on making preparations and on the actual conduct of a meeting. 2. A meeting may end without any useful conclusion if there is much disagreement among the participants. 3. There may not be any useful outcome. Several persons take meetings lightly and attend without preparation, just for the sake of spending some time away from their work place. 4. If the chairperson is not skilled in conducting a meeting, there may be a great deal of useless talk from the chair, causing other to feel frustrated if they do not get an opportunity to respond or to express their views. 5. Recent research in group activity has shown that leader and participants can be trained in group activity and discussion. The disadvantages can be overcome with training of organization members. Advantages of Conference: 1. They encourage the exchange of ideas and opinions. 2. 3. 4. 5. They bring out the many facts of a problem or situation by discussion. They provide valuable practice in analyzing situations and help to determine what should be done. Like committee meetings, they provide an opportunity for face to face communication, personal observation and conversation. They provide an opportunity for consultation with parties like customers, 6. clients, trade union representatives and enable management to gather their reactions. They increase employee motivation by employee participation.
Disadvantages of Conference: -
When conferences are held often with subordinates they might give the subordinates the impression that the management is unable to arrive at a decision on its own.
If a subordinates is called to a conference on a subject which is out side his scope of experience it will only make him feel frustrated and inadequate.
Sometimes, when conferences are badly chaired they might only result in clouding as issue or complicating a problem.
How would you prepare yourself to take part in common meeting and conference and what will you do for the meeting to be in the progress?
Ans: - Preparation for Taking Part in the Common and Conference Meetings A meeting needs the support of written communication in the form of notice of the meeting, agenda of items to be discussed at the meeting and minutes which are a record of the proceedings of the meeting. The seating arrangements and the duration of the meeting depend upon the number of participants, the subject of the meeting and the objective of the meeting. It may be a small committee meeting or large conference meeting, or a group discussion meetings; its success depends on the preparation and arrangements made by those in charge and responsible for calling the meeting and conducting it. The convener, chairman or leader has the responsibility to ensure that the arrangements are made properly. A secretary or any member of the staff may be assigned the duty of arranging for the meeting; the person making the arrangements must be briefed properly and given a check – list to work from. Checklist for Meeting Arrangements: Sufficient number of chair properly arranged. Names plates for participants and name boards for seating arrangement. Writing material and pointers. Pins, clips, paper-weight, paper cutters, staplers, punches. Sounds equipment to be tested.
Facilities for display Screens Blackboard. Spare lamps and fuses. PROGRESS THE MEETINGS: The discussion can be passed on the participants by putting a general question to group.EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________ a. Projection equipment: Plugged in. the leader’s job is to guide the discussion. a. that it does not get stuck. The leader can direct their thinking through skilful use of questions. Some leader takes pains to brief a member. if this does not work. or limited to just two or three persons. to raise certain points to get the discussion started. there may be the professional opposes the non-contributors. and not take up more than % of the total meeting time. Chalk. Exhibits. Water and glasses. A major task of the leader is to deal with difficult participants. d. to see that it does not get out of point. a specific question may be addressed to particular person. Properly cleaned lenses. c. The leader must master the art of asking questions and the art of interrupting without giving offense or 4 . The leader must never pose as an expert or authority on any matter. Crayons. in advance. b. Extension cords placed properly so that no one will trip over them. summaries and examples. arranged in required sequence. The leader should talk as little as possible. b. tested. projection material. The group must be encouraged and helped to take the decision as far as possible. Focused and properly leveled. Provision for darkening the room if necessary. Dusters. Easel. the show-stealers. complainers and ramblers. c.
Ad hoc committee. research and pricing departments. Special committee. It meets as often as is required for the task.COMMITTEE MEETINGS: A committee is a small group of persons entrusted with a special business task appointed by a bigger group or someone in authority. Standing committee. alertness. and maintains the minutes of its meetings. It is expected to prepare a report of its conclusions and submit it to the appointing authority. sometimes a large committee may not arrive at decisions owing to too many differences of opinion. a very small committee may find that it lacks the information it needs. Case Example of Sales Forecasting: - 5 . SALES FORECASTING CONFERENCE: Sales managers have weekly conferences with their assistants and sales representatives to review the week’s work and prepare for the next week on the basis of oral reports and the views given by the salesmen. There are several types of committees: a. c. on the other hand. the leader needs patience.3) NOTES: - Ans: . The size of committee usually affects its working. A committee is a tool of administration and management and is expected to complete a given task in the given time. b. d. Sub-committee.EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________ being discourteous. Q. The forecast made at these conferences are submitted to top management for consideration and decision making. knowledge of the subject and a cool head. Similar conferences may be held by the advertising.
expressing their points of view. Some salesmen reported good sales in their assigned localities while others did not seems to be able to sell anything. all the salesmen were required to report on their activities during the week. There is usually a moderator for the discussion who ensures that all the participants are heard by posing specific questions. SEMINAR: A seminar is a discussion group before whom the findings of some research or advanced study are placed in the form of oral or written reports and then discussed in detail. At this conference. A seminar could continue for two or three days. MOTIVATION: Motivation may be defined as inspiring a person to intensify his willingness to work harder for the achievement of desired objectives. and be divided into a number of sessions. The participants speak spontaneously. There may or may not be an audience. on an announced topic.EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________ The sales department of the Xandu Medicines was not functioning properly. The sales manager decided to call a conference of the representatives every Saturday afternoon. A seminar usually begins with a key note speech or addresses by a person who is prominent or an expert. It is. Seminars are held for specialized people on specialized topics in order to bring about a cross-fertilization of ideas. however possible to have a seminar at which more than two papers are read by different persons before the in-depth discussion is allowed by the chairman. His speech sets the tone and quality of the whole proceedings. FINAL DISCUSSION: At a panel discussion no papers are presented or read out. 6 . Panel discussions are very popular on radio and TV. Generally one scholar or researcher reads or presents a paper and this is followed by a healthy interchange of ideas. It was found that the salesmen were picking up valuable tips from one another and within a few months the sales figures mounted. They were encouraged to discuss the problems raised by the reports.
Five type of motivating human behavior: a. Physiological needs b. Self-actualization needs Q. place and the business to be transacted at the meeting to all persons who are entitled to get it. To a lesser extent this is also true of semi-official and informal meetings. Social needs d. The following points should be noted about the issuance of notice: a) It should be issued by a competent authority like the secretary after obtaining proper authority from the managing committee or board of directors. to accomplish desired goals”. The notice of a meeting must be sent a certain number of days before it is held so as enable the persons attending the meeting to have some time to think about the matter to be considered and decided at the meeting. Esteem needs e. Scott.Notices of meetings: Sending a notice is the first step in convening a meeting. The notice is sent by the secretary of the association or company and it can be posted or inserted in the newspapers in the form of an advertisement. time. agenda and resolution and why it’s important. A notice is written intimation of the date.4) Explain the terms notices of meetings.EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________ According to William G. “Motivation means a process of stimulating people to action. Safety needs c. In the case of official meetings like those of companies a meeting is not said to be legal unless a proper notice has been issued. Notices should therefore be sent at least two weeks in advance. In the case of company meetings the usual prescribed period is 21 days. 7 . Ans: .
in fact. It is. When a motion is passed by voting at a meeting. The wording of the motion is positive and it must be clear and concise. It helps the chairman to guide discussions during the meeting and the members can prepare themselves properly in advance. A question on which a vote is to be taken is called a “motion”.EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________ b) It must send to all the members. without exception. Routine items like passing of audited statements and opening of bank accounts should be placed earlier. Items requiring discussion and debate should be placed at end. At the meeting the chairman takes up the items in the agenda. The first item in the agenda is usually reading and approving the minutes of the last meeting. Preparation of Agenda: It is the secretary of the association or company who undertakes the work of preparing the agenda of the meeting. in the same order. as also the time. The items should be arranged in logical order and should be within the scope of the business to be transacted at the meeting. It means a firm decision or opinion formally expressed by a group of people. and also to others like auditors who are under the rules entitled to attend the meeting. He does this in consultation with the president or chairman. unanimously or by a simple majority. In between the main business of the meeting is arranged. An agenda is list of items to be discussed at a meeting. the act of resolving a problem. c) The place that is mentioned in the notice for holding the meeting should be one that is convenient for all attend. This done so that the chairman can adjourn a discussion that is becoming interminable and so that routine but important items do not suffer. A motion begins with the word “that”. The main purpose is to provide advance information to the members of the matters to be discussed at the meeting. The agenda is usually sent to members along with the notice. one by one. The last item on the agenda is ‘vote of thanks to the chair’. Resolutions: A resolution is formal expression of opinion by a meeting. it becomes a 8 .
5) Draft a notice conveniently the meeting of co.Lohia 59. Resolutions are voted upon and passed or rejected by those attending the meeting. Sunder nagar.. B.operator society or limited company. An association or company conducts its business by passing resolution at meetings. New Delhi Mr. This is to inform you that a meeting of the board of director of the company will be held in the board room of the registered office the company on the 18th of August at 10:45 a. Studio Road.EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________ resolution. 6) Draft the notice with agenda for the special meeting for the committee for ACC Company which is facing financial problem. and then voted upon after discussion. Ans: KERALEEYA CO-OPERATIVE BANK Ltd. Chembur. nariman bhavan Mumbai – 21 Dear Sir. According to the companies act of 1959.C. Q. (b) special resolution. 32. (c) Resolutions requiring special notice. when you are requested to be present. resolutions can be of three kinds: (a) ordinary resolutions. Ans: RONEO VICKERS LTD 36. Mumbai.K. executive 9 . A resolution is proposed by one of the members present. seconded by another member. Yours faithfully XYZ Secretary Encl: As above Q.m. The agenda for the meeting is enclosed. R.
Ans: - Interview Techniques The basic technique of conducting an interview has already been described by the mnemonic WASP (Welcome.EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________ NOTICE Notice is hereby given that a special general meeting of the Keraleeya Co-operative Bank Ltd. By order of the managing committee (K. 3. adopt the suggestion contained in the report of the loan sub-committee. 2. What is meant by WASP and briefly explain. AGENDA 1. T. Vailankanni) Secretary Q.8) Basic technique of holding interview.7) Draft carefully resolution for the appointment for sub–committee to collect fund. To consider. Acquiring Information. to transact the following business. To approve the rate of dividend recommended by the managing committee. Supply 10 . and if approved. Ans: Resolution for collecting fund Resolved that the ACC Company has appointed the sub-committee member collecting fund for a period of commencing from 12th July 2006 on the same terms and condition as were embodied in the agreement Secretary Q. Chembur (Mumbai) will be held at the premises of the bank at Chembur on Wednesday 21st March 2003 at 2:30 p.m. dated 14 July2001. Any other business that may be brought forward for which due notice has been given.
In addition.A person due for promotion is interview even if there is no competition.Appraisal interview is one of the methods of periodical assessment employees. we must consider some other techniques (good and not so good) that organization adopt. It would be a waste of time and energy to call all the applicants for an interview.In the last fifty years psychological testing has come to be accepted as a technique for selection in business houses. Reliance on random appearance:. The applications are therefore first screened by an official who rejects all those that do not fulfill the requirements of age. The interview is likely to be informal and serves as an induction into a new team.Different types of interview Promotion interview: . Drawback the interview.Some interviewer in some organization give exceptional importance to practical experiences and regard paper qualification as just so much rubbish. Reliance on tests:. There are method like completion of self-assessment forms and assessment by supervisor. qualifications and salary. But 11 . Q.9) Name the different type of interview and elaborate. mathematical proficiency and speed of thought of the candidate.Some employer of the old school reject the technique of screening and believe in calling up applicants straights for an interview in the beliefs that “the man is important than the application”. Screening:. This is an undesirable attitude as it results in the rejection of many applicants who could have made enthusiastic and dedicated workers. general knowledge.Under conditions of unemployment there are likely to be a large number of applicants for any post that is advertised. Other test like personality and leadership test are conducted in a the course of the interview. Some of these tests are written and designed to find out the intelligence. previous experience. with new responsibilities. Reliance on experience:. and Parting).EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________ Information. Appraisal or assessment interview: . Ans: .
These likes and dislikes may be on the basis of race.The organization can get feedback on employee’s attitude to and opinion of the organization policies. like his posture or way of talking. Selection interview: . public relation. An interview is more likely to suggest a solution than a warning and notices.A problem interview is a meeting with a problem employee. The interviewer has to decide whether the candidate be appointed.The interview is the basis for important decisions for both. An employee who is leaving has no fear of the bosses displeasure and is likely to express his opinion of the organization employee relation. educational background or even the behavior of the candidate.As the name suggest. c) At an interview the stress is usually on making the candidate may “speak out” while what the job may call for is a “good Q. b) The person likes and dislikes of the interviewer do not allow him to make a proper assessment of the candidate. Problem interview: . Stress interview: . sale policies etc. stress interview puts the candidate into difficult situation in order to test his reaction to stress. religion.10) Give your advice for the candidate appearing for a interviewer committee.EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________ annual appraisal interview is the best method for judging employees attitude. Drawbacks of interviewing Most interviews fails as a mean of communication on account of three reasons: a) The interviewer does not prepare properly and dose not conduct the interview with skill. This method is used for selection for position in which the person must be able to face difficult situation without getting upset. An employee whose performance or behavior is unsatisfactory in spite of warning represents a problem. an organization wants to find right person for employment and the selection can affect the organization. 12 . the employer and candidate. Exit interview: .
Those who find that their posture is poor must practice to improve it.EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________ Ans: .Anyone who wants to be successful in life. the whole personality is assessed.The candidate is expected to be properly groomed and formally dressed. d) Self-assessment: . mentioned in it. and a suitable hand bag or brief case are the normal requirements of formal appearance. It is part of personality and character development during education. Clean and well-cut nails. Knowledge in the field of specialization must be up to date. Psychological prepared has to be built up slowly and gradually. listening to TV news and discussion on current issues are useful in being well-informed. Regular reading if newspapers. neat footwear. It is absolutely necessary to take look at the bio-data. make a good self-assessment. Posture. are all reflected in the posture and bearing of the candidate. and take care to stop any bad habitual movements. candidates must be able to discuss issues intelligently and support their opinions with well considered reasons. It is not only information and knowledge of the candidate that is assessed at an interview. It is better to anticipate some.Several situation or questions during an interview can cause discomfort or embarrassment to the candidate. Balance of mind is needed to deal with a discouraging situation. Note your body movements. Well-laundered and wellfitting clothes. Knowledge of one’s strong points and weaknesses is very 13 . Current events. that is.Candidate’s preparation: The candidate must be physically. mentally and psychologically prepared for the interview. it is necessary to revise subjects studied for the completed examinations and courses. properly combed hair and general personal hygiene are very important. and be prepared to handle such situations or questions. and be prepared to give more information about all items including hobbies and other interests. important current issues in the country and in the word will be subjects at the interview. The way a candidate carries him-self while standing.For new job-seekers. b) Mental preparation: . nervousness or over-confidence. walking and sitting reveals a good deal about him. it cannot be changed in short time. carriage and bearing develop over the years. Self-confidence. c) Psychological preparation: . a) Physical preparation: . Some personal views and opinions on current issues may be asked for.
D. Requesting the customer to close the accounts. Ans: . 00. Zociah Street. b. f.Hoskot 90. 1. Letter to the branch office asking for conformation of overdraft which is not allowed.11) Write the letters: a. As a valued customer of our bank I would like to size this opportunity to 14 . Self-assessment takes time and should be done carefully and patiently. 7.000/. Please send a draft of the guarantee policy from the golkunda assurance company to enable us to proceed further in the matter. This facility is the purpose of purchasing office furniture and fixtures. Cash credit facilities inadequate overdraft facilities. Dear Sir.A) The bank of Bharat ltd. With reference to your above mentioned application it gives me pleasure to inform you that the board of directors has sanctioned limit of Rs. Museum Street.5%.5% over the bank rate subject to a minimum of 9. Bangalore.this limit carries an interest of 3. Re: Your application for overdraft dated 1st June 2006. 12 June 2006 Mr. Bangalore. Q. Parents and close friends can help in pointing out faults and in correcting them and also in finding out strong points and strengthening them. d. H. Unpaid balance on a overdraft accounts. c. Letter to the overdraft facilities. Confirming services to the staff member.EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________ useful in gaining self-confidence. e.
Calcutta Re: Your application for cash credit facilities. The bank of Bombay ltd 9. West Street. 10. 2003 15 . Calcutta 7th July. Circle Avenue. Nicola Street. Very truly yours Manager b.) Unpaid balance on an overdraft accounts. I regret that the head office has not seen its way to allow you cash credit facilities against a pledge of petrol pump parts as suggested by you. 2005 The manager Relax industries ltd. The bank of Bombay ltd Bombay house 8. Yours faithfully Agent c.EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________ congratulate you and wish you the best of luck in your new office and venture. Bombay 400004 9th July. This has reference to your letter No CCH/0987 dated 28 June 2003. Dear Sir.) Cash credit facilities inadequate overdraft facilities. If you can make alternative arrangements for security I shall be glad to place your case before the head office for review. It is the considered policy of this bank not to allow cash credit facilities against stocks of parts and equipment not imported through it.
Dear Sir. given you sufficient opportunity to co-operate with us and now we will have no recourse but to refer the matter to our legal department. colaba causeway. we believe. Bombay-400005 Dear Sir. I am instructed by my directors to communicate their request to you to close your current account No. R. Madras. 5. Manager d. 8. Madras-9 Re: Your application for cash credit facilities. The Bombay bank ltd. 12th may. We regret to note that you have neither paid up the sum on your overdraft account nor have you bothered to reply to our letters. We have.) Requesting the customer to close the accounts. P. In the past two months we have sent you several reminders about your delinquent account. marina beach.6543 on or before the 30th June. Yours Faithfully.T. If we do not receive the money within the next six days the matter will be referred to our legal department for further action. My directors were 16 . 2003 Mr.M.chainani Causeway house.Sampat 16 Rao Street.EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________ Mr. We sincerely hope you will take advantage of this last letter.
please make alternate arrangements and terminate the account by the 30th June..D’Souza joined our branch as an assistant accountant on 7th May. therefore. Since 10th Nov 2003 it has been necessary to return unpaid ten cheques of yours. As Mr. 2003. This mode of operating the account harms not only the reputation of the drawer but also that of the bank. Mr. M.. 17 . Subject: Confirmation of Mr. L. Agent e. Gandhi Road. L. Bombay-400001 Dear Sir.D’Souza. D’Souza completed the period of probation yesterday. Branch Control Dept. 9 Raobahadur Street. Jabalpur 8th MAY. Mr. You will. I recommend that he be confirmed as a permanent member of the staff.EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________ reluctantly compelled to arrive at the decision to terminate your account after going through the record of your account. He was to have remained on probation for one year. The last cheque of this nature was presented for payment only a week ago and had to be returned owing to sufficient funds. THE GOODLUCK BANK LTD. 2003 The manager. Head Office..) Confirming services to the staff member. Respectfully yours. Good luck Bank Ltd. D’Souza has given his immediate supervisors complete satisfaction with his work and I have found him hardworking and a prudent young man.
2003 The Manager. Yours Faithfully Agent Q. fixed. They requested us to allow them a temporary overdrawing facility in their current. Messrs Lalubhai and Ghelabhai. THE BANK OF BOMBAY LTD.) 18 .15. Subject: Messer Lalubhai and Ghelabhai. The Bank of Bombay Ltd.755 from Mehta & Co.EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________ Yours Faithfully Agent f. Account with us in anticipation of the cheque. Branch Control Dept. recurring. We have allowed them an overdraft facility of Rs. valued customer of ours had informed us that they were expecting a cheque of Rs. Nicola Street. Saving account. 84. The account was fully adjusted today..for two days. We shall be glad if you confirm our action in this matter as a special case. Bombay – 400001 Dear Sir. Palace Street Baroda 9th July. 960/. Cumulative Time Deposit etc.12) What are the different services to its customer? Ans: Type of different services to its customer: a) Accepting Deposits (Current.) Letter to the branch office asking for conformation of overdraft which is not allowed. 6. in payment of their bill..
discounting Bills) Collecting Cheque. he gathered his assistants around him in the evening and asked them what business had been transacted during the day. Drafts. Insurances premiums. Advising on Investments. Giving Safe Deposit Vault Facilities. Travellers’ and Gift Cheque Purchase and sale of securities. His assistants would then submit an oral report to him. for planning future course of action and for taking decisions. survey the market. cash Overdraft. Hundies and Promissory Notes. The sole trader knew all about his sales and purchases personally.13) What is a report? Why is report writing is essential in the modern business Ans: . subscription. etc. keep a check on a continuing activity. Purchasing Bills. Acting as a guarantor. If he was fortunate enough to have a large establishment or shop. Paying Taxes. Reports are written for various purposes. The information is needed for reviewing and evaluating progress. when department and branches were unheard of. Foreign Exchange Transactions. Bills of Exchange. Acting as executives and trustees. 19 . plan for the future needs of the organization. Essential in the modern: Report writing is the direct outcome of the gigantisms and complexity of modern business organizations.A report is a logical presentation of facts and information. Report provides feedback to the managers on various aspects of the organization.EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________ b) c) d) e) f) g) h) i) j) k) l) Giving Credit (Loans. They may be required to review performance. submit standardized information. Before the industrial Revolution in Europe. Q. report writing was not required.
the report likely to be a long one with several sub-title and sections then it should be return in the form an impersonal statement with a covering letter. The report must be signed by the individual by writing it. however. Report by secretaries and experts come in these category. They usually contain phrases like “the committee came to the conclusion” or “the committee was of the opinion”. 20 .14) What is essential different between a report writing by individual and a committee.Report written by individual: A report written by an individual may be sending in the form of a letter. 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.EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________ A report written by an individual may be sending in the form of a letter. Report written by committee: Reports written by committees or sub-committees are more impersonal in tone and formal in phraseology. Reports by individual must be written in the first person singular and there of great use to the report writer himself as they unable him to give expression to his talent and ability. containing the member’s views. Report by secretaries and experts come in these category. however. if they are not too many. Ans: . Q. The report must be signed by the individual by writing it. If. is attached to the report. the report likely to be a long one with several sub-title and sections then it should be return in the form an impersonal statement with a covering letter. The report is signed by the chairman on the behalf of the committee or by the members of the committee themselves. Reports by individual must be written in the first person singular and there of great use to the report writer himself as they unable him to give expression to his talent and ability. If.
This is followed by the other items mentioned in the section “what a report 21 . Ans: . Indeed committee members who express dissent often gives the authorities a clearer picture. Progress reports are usually written by individual and are send in letter from. committee report. The committee consists of 3 or 4 persons who are specialists in different fields.EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________ As committees in the business world. Committee Reports: Reports by the committees are best written in the report form and not in letter form. It could also take the form of a secretary or an outside expert reporting to the Board of Directors on the state of affairs in the company or the “progress” made in any particular department or venture. The report form is also sometimes referred to as the schematic form.Progress report or annual report: A progress report is reports usually send by an employee to his employer showing the advance or development in any project or work assigned to him. as is done in some organizations. According to this form the title of the report is given first. there are known as periodic reports. When the matter to be investigated is of a complex nature its usual to appoint a committee or sub-committee. The committee is so constituted that the same problem may be viewed from several angles and in its different aspects.15) Write two feature of annual progress report. no importance is attached to unanimity. If progress reports are prepared at regular intervals. transportation expert. if a new factory has to be started in a distant state a sub-committee consisting of a engineer. Q. labour expert and financial expert will certainly submit a better report than an individual or a sub-committee consisting of only a financial expert and an administrator who would view the project from their own specialized view points only. which submit the reports are not political bodies. For instance.
in location. It discussed the project with several businessmen and industrialists of these towns. electrical power and transport facilities are easily available. All committees report usually accompanied by a covering letter which is signed by the chairman of the committee. The land is sufficient to accommodate the factory plant.yards and is available for Rs. 00.Committee Report on starting of manic chand: The signatories to this report formed themselves into a subcommittee in accordance with the instruction contained in resolution No. ltd. Submit file to the company. The plot admeasures 10000 sq. 97/2003 of the board of directors dated 17th October 2003. After due deliberation the committee is of the unanimous opinion that Navsari would be the best location for the proposed factory. for three reasons: 1. to study and report on the desirability of starting of factory of the manic chand Co. In the second week of November your committee visited navsari. Ans: . SITE: After inspecting a number of plots of lands in and around Navsari your committee recommend a vacant plot which is available in the Jojoba Estate. the large number of small-scale industries that have come up in recent years will enable us to find a ready market for our products. The city is rapidly developing and advancing industrially.20.16) A committee has been appointed to investigation to starting manic chand company. 3. go down and 22 . Q. 2. Ahmedabad and Surat.000 which on verification we find is the correct prevailing market price. The order of items given above may sometimes not be adhered to in strict fashion and sometimes the recommendations of the committee may be placed at the end of each item which presents the data.EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________ usually contains” earlier in this chapter.
A.Asjane R.EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________ a few worker’s quarters.Mehta T. Ans: ._________ Competition If the proposed factory is started in Navsari the company will have an initial advantage as the nearest factory manufacturing similar products in Baroda in the north and in Mumbai in the south. In view of the information given above the committee is of the considered opinion that manic chand Co. _______ Rs. Dealers and consumers in the neighboring areas would._____ Ahmedabad Rs. prefer our product to save the cost and time of delivery.Doctor Q. should start a factory at Navsari. 8th December 2003 SD/A.17) What are the different factors that will influence decision making and explain.R. The land is adjacent to other industrial estates and has easy access to electric power and transport facilities.K.Factors that will influence decision making: - 23 ._____ per day Rs. ______ Unskilled Rs. therefore.____ Mumbai per day Rs. Labour Position: Navsari Skilled Rs.
Managerial function involves deciding. 4. 3. It is in this section that real skill and intelligence of the reportwriters is revealed.Based on the findings the report writers will give their recommendations or suggestions as to the best course of action to be followed. if any. How and when they visited different places. 1. 24 .18) New customer has requested for the credit facility of Rs. Terms of reference: . 5. 2. strategies etc. Findings: .Here the report writers mention the procedure they followed in obtaining their data or information. 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. Give reference of trader and that of his bank. etc. Procedure: . Q. Thus an individual submitting a report must mention the person or resolution by which he has been authorized to write the report. Write a letter taking up bank reference. Recommendations: .The authority under which the report is being written is mentioned first. programs. Similarly sub-committee or committee reports mention the resolution of the board of directors by which they have formed themselves into a committee. The authority: . a selected alternative. A decision is the end result processed by deliberations and reasoning. The findings are summarized statements of all the data collected. facts and information collected the report writers will draw definite conclusions which are called ‘findings’. 1lakh for one month. Thus the terms of reference of a committee might be to report on the poor quality of work put in by the workers in the factory.Based on the data. with whom they corresponded and the details of the questionnaires issued. determination of objectives. whom they met.EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________ Decision Making: A decision is a choice or a resolution on a problem. policies. It is the selection of course of action from among alternatives available.This section clearly spells out what aspects are to be covered by the report and helps the report writers by focusing their attention on the main issue.
Q. Dalal Street. Nr.24/07/06 32/RatanaSwami Building.EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________ Ans: . I Babu Rao customer of your bank had already requested for the credit facility of Rs 1 lakh for one month. And also Shyam Lal declares that I Babu Rao will return Rs.To Kanta Shop. Banks c. And I had the reference of trader. Head Offices Ans: .1lakh to the bank. In which trader himself written an application of reference to me. Thanking You Yours Faithfully Babu Rao. 1lakhs for one month. And myself attaching that reference letter with signature of trader. Charni Road-28 Subject: Application for credit facility with reference. Fort. 25 . Opp. Dena Bank. Mumbai -23 Date: .19) What is tone & style should be used while writing to: a.TO The Gopal Rao. So kindly accept my request with the reference of Shyam Lal trader of bank. Manager of Bank. Dear Customers. but you said that have a reference of trader of the bank.1lakh in between the given period credit Rs. Customers b.To Customers. name as Shyam Lal. Who is going to take the responsibilities of my credit facility of Rs. Respected Sir.
Nairobi Road. So kindly contact to bank for further inquire or detail of the scheme. which is for limited period. M. In the raining season one person sonu desai fell into road dumps and also injured seriously.EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________ Here by informed you about that the bank had introduced the new scheme for all to give benefit to you all. To.20) Write a letter notifying your insurance of fire that destroy your warehouse and the goods stock therein and request their to expectable the settlement of your claim. I Arvin Roy head of the society.. 26 . Gandhi Road. I Raj Kumar customer want to close my account in your bank. Life Assurance Co. Ltd. Respected Sir. Bombay . by writing this letter to you for informing you about dissatisfaction of our society with BMC progress. is 2786541. But after rained season over. dumps on road still there and BMC is not helping us properly. D. Thanking you Yours Faithfully XYZ Q.. Ans: The Bombay Manufacturers 876.400001 10 August 2006 The Manager. So kindly pay back my money or transferred it to DENA BANK. Head office Respected Sir. So please do it fast. 45. Fort. And the A/C No. I am not happy with bank services and also not satisfied with your bank performance of last 2 years. So please help us quickly as possible with next three days.
I shall thank you to send me the relevant papers to be filled in.EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________ Fort. The watchman discovered the smoke and flames at 1 a.30 a.m. Bombay – 400001 Dear Sir. According to my estimate. marine insurance and life insurance. Subject: Fire policy No. You may.m.7654321 The goods insured under the above mentioned policy were destroyed last night by fire in the warehouse at Thane.21) Explain brief fire insurance. paper and stationery stock worth Rs. and immediately summoned the fire brigade. lost and destroyed. The burnt out end of such a rocket was found after the fire brigade brought the flames under control at about 3 a. 27 .m. I arrived on the scene at 1.Fire Insurance: A person who wishes to insure his goods or property against the risk of fire must apply to the insurance company giving full particulars on a “proposal form”. Ans: . It is difficult to ascertain at present the exact cause of the fire but I guess it was caused by a “rocket” cracker which may have been fired from a neighboring building terrace and which may have found its way into the warehouse through an open ventilator. having rushed there after receiving a phone call from the night watchman. Of the proposal is accepted a premium is fixed and a cover note is issued to the assured party. Upon receiving the report of the inspector the company decides whether to accept the proposal or not. send your surveyor to inspect the damage at first hand. Yours Faithfully Paper and Pen Company Partner Q. 000 has been burn. however. The company after examining the proposal will send its inspector to inspect the property or goods.75.
3.When goods are not stored in one plce but in various places and policy is made out to cover all the goods then it is called a floating policy.Under an average policy the assured party gets a rate able portion of the loss if the goods are underinsured. 4. Floating Policy: . 50. 30. cannot be assigned to anyone. The company may send its “surveyor” to assess the actual loss before payment is made. Marine Insurance:A marine insurance policy seeks to safeguard the insured party against loses incidental to sea voyages. If there is a dispute the claim is referred to arbitrators. As in fire insurance the party wishing to benefit by the insurance must have an insurable interest. An insurable interest may be 28 . 30. Average Policy: . In the example given above the party would get the full amount of Rs. In the event of a fire taking place the client must inform the company and file his claim within fifteen days. in the terms and to the extent specified in the policy.Under a specific policy the assured party gets the full amount or extent of loss even if the property is underinsured.In a valued policy the businessman and the company arrive at an agreement on the value of the goods and the amount to be paid in the event of their total loss or damage. There are four types of fire policies: 1. Specific Policy: . 2. 75. The insurer in such contracts is known as the underwriter. A fire policy. 000 is insured for only Rs. Valued Policy: . 000. 000 and the actual loss or damage by fire is Rs.EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________ A cover note is an undertaking in writing to cover the risk till the actual policy is issued. Suppose a structure worth Rs. 000 then the assured party will not be paid the full extent of loss but only a rate able proportion. being a personal contract between a party with an insurable interest and the insuring company.
Voyage Policy: .EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________ acquired by a party during the currency of the policy and he need not have it form the start or the period when the policy is drawn up. The amount to be paid in the event of loss is decided upon in advance between the insured and underwriter. say.2002 to noon 3rd February 2003.Under this policy an undertaking is given to insure goods to be shipped to specific ports during a period of time. 4. Time Policy: . 2. Floating Policy: . noon 3rd February. Life Insurance: Under a life insurance contract the insurer agrees to pay a certain sum to the insured party on his reaching a particular age or those entitled to the amount in the event of his death. Unvalued Policy: . Mixed Policy: . say. 6. There are seven kinds of marine policies: 1.A valued policy is the same as in fire insurance. say.Under this policy the amount to be paid is not fixed in advance but is estimated after the loss and is subject to the limit of the sum assured. Sydney to Bombay. Open Policy: . 3.Under this policy the cargo or goods insured are not in one ship but scattered among several vessels.Parts of a ship are usually insured under such policies. 7. It includes the risk for a specified voyage for a definite period. about twelve months. 29 . Valued Policy: . 5. The consideration paid by the insured may be a lump sum or by periodic payments and is known as “premium”.Under this policy the cargo is insured only for a specific voyage.This policy has the characteristics of the voyage and time policies jointly. The policy is issued for a round sum about the value of the total goods for a definite period of time. The policy insures goods or articles for specific periods of time.
“Grantham” M.This policy gives back the total insured amount to the assured party in installments at regular intervals of five years or so depending on the duration of the policy. 27 February 2012 The Divisional Manager Life Insurance Corporation. Ans: Clare Road. 3. The better known types of policies are: 1. Joint Life Policy: . Whole Life Policy: . 5. Camas Road. Anticipatory Policy: .The policy matures after a fixed period of time and premiums have to be paid for that time.EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________ Life insurance in India is a nationalized business and the life insurance corporation of India has introduced several kinds of life policies.. In the event of the insured party’s death before the expiry of the period the amount will be paid to his heirs or nominees.These policies are usually taken out by partnership firms in which the lives of two partners are jointly insured.This policy matures only at the death of the insured party.The policy stipulates that the policy-holder can participate in the profit made by the insurance company from year to year. 3. 2. The firms pay the premiums and in the event of the death of one partner the assured amount becomes payable to the survivor. 4.22) A letter from policy holder to LIC wishing to surrender his policy for personnel reason. Mumbai. Premium may be paid for a fixed number of years or for the entire period for the insured party’s life. Star Chambers. Endowment Policy: . With Profit Policy: . Byculla. 30 . Q.
Please let me know how much I am entitled to get. Hill Road. Mehta Hill Heaven. Yours Faithfully Lamar Singh Q. The loan will be granted to you on production of satisfactory and unencumbered title. K. Ans: The Life Insurance Corporation “Gules tan”. I would. Napier Road.EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________ Mumbai. Mumbai – 50 Dear Sir. like to surrender my policy and recover some money. therefore. 87554112 I am planning to migrate to Canada next year and I need all the money I have to pay for my passage and to meet other expenses.23) A letter from co-operation advising him against the step & recommending applying for loan.1 Dear Sir: RE: My life policy bearing No. 11.000. You are liable to repay the loan amount with interest on 31 . RE: Policy No. Bandra. 4548724 own life. Mumbai – 1 27 February 2012 Mr. We have received your letter dated 18th March and are pleased to inform you that your above mentioned policy entitles you to a maximum loan of Rs. P.
The art and techniques of promoting such goodwill is also called Public Relations. etc. 32 .24) What is public relationship and how it’s related to communication.Public Relationship: . Ans: . if the same has not been admitted c) Assignee’s consent on the enclosed form. Public Relation activities may carry out by corporations. It’s related to communication in the PR: 1. the customers.Public relations are the effort to establish and maintain a company’s image with the public. Publics for the PR of a school. Yours Faithfully Divisional Manager Q. government. To enable us to sanction the loan at an early date and prepare the loan bond. You will be required to assign the policy to the corporation which will hold at it as a security for the repayment of the loan amount and the interest thereon and also of any incidental expenses incurred by the corporation in this connection. A simple definition of public relation would be that it is good performance well communicated. b) Proof of age. the employees. action and expression. it begins with good acts and is expressed with good communication. please send us immediately: a) Your original policy.EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________ it upon being given three month’s notice by the corporation. In case the policy matures before the loan is repaid the corporation retains the right to adjust the outstanding loan amount along with interest thereon against the policy amount and only the balance shall payable under the policy. It means carrying out activities and communications for the purpose of promoting goodwill with the community. organizations and individuals. It has two elements. You will be required to pay interest at 7% half yearly to the corporation. d) A remittance of Rs____________ as a stamp fee.
Publics for the PR of a voluntary organization. Staff b. Teachers b. Critics and opponents 3. a. Wholesalers c. Hospitals and doctors in the neighborhood h. Trade unions c. Hotels f. Motor insurance companies g. Publics for the PR of a bus services. Community around the factory f. Retailers d.O 4. Local authorities e.EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________ a. Tourist agencies and holiday trade e. Office staff c. Office staff c. Schools and colleges d. Food and drugs administration 33 . Opinion leaders g. Donors d. Government departments f. Publics for the PR of a cosmetics manufacturer. Students e. Members b. Staff e. Ministry of education 2. Traffic police and R. Past students g. a. Staff and trade unions d. Parents of students f.T. Beauty parlors b. a.
this is an important for their ideas as well as skills and abilities are recognized and used by their organization. Q. what is the basis for awards. Provision of suggestion forms and suggestion boxes. Good employee relations are essential for any business. it is even more important to create a feeling of loyalty among employees.Internal Public Relation: An organization needs good internal public relations with employees and members as much as it needs good external public relations. However. Counseling and Advice: . b. A committee for working the scheme. Employees: Different categories of employees form the internal public of an organization. 34 . what is the procedure examining and assessing suggestions. the same communication would not be adequate for all the groups. A suggestion scheme must have: a.EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________ Obviously. For this purpose. c. Suggestion Schemes: .The opportunity to make suggestions about their work and the equipment they handle gives psychological satisfaction to employees. They are the most concentrated and nearest public of an organization. companies have employee welfare schemes. This is also the smallest public. and also give advice on personal matters.25) Explain the internal and external public relation briefly. Ans: .Companies have counseling services to help employees to adjust themselves to their jobs and environment. Communication activities required for PR with each of the groups/publics must be carefully planned. while most of the groups are outside the organization. the staff is inside and forms the internal public. A set of rules indicating who is eligible.
creditors. and news letters.Customers form the most various and widespread public.Organizations like NGOs. are a source of trained 35 . External PR Customers: .Organization like banks.. Their relationship with the organization is as buyers or users of the service provided.Two ways of communication process based on future understanding Image building definite activities and have definite views and goals. interest groups. educational institutions. etc. Publications: . shareholders. Ans: . Service includes promptness in delivering goods. particularly professional institutes. donors. besides courteous behavior by employees. There may be regular posters. Q. the most diffuse and the least known of the groups that form an organization’s public. sponsors. which inform. It is the entire society in which the organization exists and functions.26) Give explain showing that it’s a two way communicating process based on future understand. manuals etc. Financiers: . what they think of the organization will depend on their opinion of its products and its services. professional associations. and entertain the employees.EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________ d.. The public relations department is usually in charge of these publications. giving after-sales service. these are engaged in personnel for a company. are clearer groups than the general public. bulletins.Publications intended specifically for the staff are house organs. issuing receipts. of the organization and its work are all included in this group. Educational institutions. The General Public: -The general public is the largest. educate. A system of awards. Other Organizations: .
In times of distress a good public image has known to come to the rescue of many companies. within the organization. their supervisors. Men and women working within an organization are naturally interested to know the happenings and developments around them interested to know the happenings and developments around them and there place of work. as will achieve the objective of maximum fraternal feeling. co-operation and the boosting of the morale of the members of the organizations.EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________ Building a favorable image in the eyes of the public is very important for a corporate organization. their pay and taxes will affect their pay-pocket. their working methods and conditions. Public relations with the help of those media does not help of this media does not mean direct advertising but also sponsoring of educational programs. Many tools are used to build a favorable image. They want to know all about their fellow workers. It is the task of the PR department to relay as much accurate and congenial information as possible about these matters to the employees in the organizations. Internal public relations may be described as the selection and the use of such channels and media of communication. the products they are making and how these products sell in the market. quiz contests. In addition the PR department has to convey the reactions and response of the employees to the management Two ways of communication process based on future understanding Film shows 36 . talks or discussions by scholars and scientists. Internal public relations The public relations department has also to concern itself with the problem of two ways communication with in the organization. Audio-visual media Both radio and television are important media of mass communication in India is very few people can read and write.
EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________ A regular display of colored instructional films and newels could go a long way to educate the employees and improve their working skills. No political leader 5. Opinion 3. explosions and other disasters have occurred in many parts of the world. A circus elephant once ran amok in Mumbai. Gas leaks. they would help to provide entertainment with education to the employees during intervals.Crisis is a time of danger. a shootout by robbers who break in. and felt hostile towards a show 37 . collapse of a business building causing harm to employees and customers. Ans: Method of making PR program effective: 1. a large fire in a factory. Q27) Mention some method of making PR program effective. But it was an emergency and a crisis for the management of the circus because people became fearful. The bomb explosions and in the Bombay stock exchange in 1992 is a familiar example. Leader 4. difficulty and anxiety. There is growing awareness that the management and the employees need to be trained in disaster and crisis management. It may be brought about by an accident or any unforeseen event. Radios If radio sets located in the workers canteens and clubs. Define crisis management and how it’s help to improve the organization. Reaction of the public Crisis management: . lost confidence in the circus management’s ability to keep its animals under proper control. are examples of a crisis. Active 2. there was no loss of life or property as the elephant was caught before it could do damage.
28) Draft a letter a foreign visitor to yours and what will be the VIP treatment provided by him. there will be a time of ambiguity as to what caused the problem. I Mike tiara the foreign visitor of the Holland and I want to know about the VIP treatment in India for us.To.12/06/06 Dear Sir. Teary Johan Rumbas Road.EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________ business that had caused so much panic and disturbance in the city. The Foreign Department Head. a real crisis outstrips one person’s ability to manage. Mumbai -54 Date: . Mr. Thanking You Yours Faithfully 38 . Ans: . preparedness and planning for emergencies can ensure good performance. huddle all the top persons together. Take a team approach. Communicating for crisis control is a severe test of a person’s ability. Q. Collect all information which will help to solve the problem. What steps can the management or the owner of a small enterprise take? First of all. ambiguity is a part of a manager’s or entrepreneurs functioning. only prior training. The circus management’s public image was damage. Improve the organizations: Crisis management is about managing a situation like this. So please reply me quickly about the VIP facilities and detail of it. when panic is the natural reaction.
Write to a firm to interior decoration. Owner Q.G. inviting them for renovation of the auditorium. For these I want to purchase 500 readymade T-shirt and for that I want to know the current price and literature of the readymade T-shirt.EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________ Q29. The Wholesaler. And my phone number is 9869545485. complex Building. Marine Line. I will be waiting for the call. Ask for price and literature. Nr. RGPvt.) As a proprietor of AC theater. I want to change the design and style of the theater into new or better look for the future. In the company the stock of readymade T-shirt is going too finished in next month. So please reply me about these inquire. Dakar Date: . I Raja Bali owner of the R.30) Write a letter to inquire to wholesaler market asking 500 readymade T-shirt. Respected Sir. Ltd.CompanyMumbai– 12 .Shirt. Ans: Invitation to Interior decoration I Rakish Swathe proprietor of AC theater and my theater is not well looking now a day. Ans: To. Pvt Ltd Company. SBI Bank.02/11/06 Subject: Applying for inquire of 500 Readymade T. Thanking You Yours Faithfully Raja Bali 39 530. So I inviting best interior decoration from your firm.
for our college social. P. I wish to inform you that the order stands cancelled as the sweets not delivered in time. Your man delivered the sweets this morning and I have returned them. Yours Faithfully. Last week I placed a large order for sweets which were to have been sent to us yesterday by 4p. Nanabhai Lane. Ans: The excellent bank ltd 40 .32) You have reassembling order of consignment of 20 room quarter of Colton bleb received Mumbai court and you found bleb are of inferior reply. Secretary Student welfare board Q. J. Draft the letter with suitable reply.31) Draft the letter to a customer who has placed order for goods now wishes to cancel the order on account of lack of storage place.m. Dalal Hon. Ans: The J. Draft a letter of complaint and mode of resolution. June 12.EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________ Q. Mumbai. College Of Commerce 14 A. L. 2003 The Proprietor The popular Sweet Depot Mishawaka Lane Mumbai-2 Dear Sir.
Ans: The exporting corporation 3.33) ABC company have complain to you they have received their last consignment in a partly damaged condition on account of lose packaging. Yours faithfully. It is quite different from what you have shown in your glamour’s advertisement. 2003 The Famous Trading Co. I am withholding payment of the sum of Rs.EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________ 5 museums Road Bangalore 10th May. 16000/. 2003 The proprietor Ideal Furniture Mart 5. Wood Lane Bangalore.due to you as I feel that your workmen should call again and give the desk a better finish with a touch of polish. I can see no reason why normal standards of business efficiency cannot be maintained by your organization. Sattar Street Mumbai-400004 41 . I am very disappointed with the quality of work that went into the making of the desk-cum-counter for our office. The piece that you have made for us is shabby and lacks finish and polish. Manager Q. Dear Sir. Palace Street My sore 14th September.
Explain how you have fail and get your complain redressal of several defenders. Nariman Point. The District Consumers’ Redressal Forum.34) Draft a petition inform of letter to be presented in district forum you brought videocon from reputed co. Sunder aged 52 years. We have taken up the matter with the insurance company and must request you to hold the damaged goods at our disposal till the matter has been settled with the insurers. Ans: To The President. Mumbai 400021 Complainant : Mr. We have already dispatched ten other sets to replace the damaged ones aboard the SS Hiroshima and the sets should reach you in the first week of October. 7. Yours faithfully.EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________ Dear Sir. Free press Journal Marg.K. Subject: Your order NO IM/6543 for plastic ware. New Administrative Barrack No. Tambrands Lane Mumbai-1 42 . S. We shall give you credit for the ten sets which are in an un-saleable condition. On our side we had packed the goods with the greatest care and the only conclusion that we can arrive at is that the goods must have been handled very badly on board the ship. Belle Craft. 11. The exporting corporation Q. We are sorry that the consignment of plastic ware reached you in such a damaged condition. residing at No. and he is making loud noise and does not giving proper service.
I have frequently spoken to Mr. I sent by registered post but which have remained unanswered. I request that prompt action be taken in this case and justice granted to me. Rakish Chambers. 2000 for the inconvenience caused. That Messrs Patil and Ghogte should replace the TV from the date of handling over the money till the date of judgments of this petition. I submit that this petition comes under the preview of the consumer Protection Act and that it is being field within one year of the cause of action having taken place. That I be reimbursed for the cost incurred by me in pursuing this case by a sum of Rs.EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________ Opposite Party : Messrs Patil and Ghogte. Patil and Mr. 2. on all two occasions I was not getting proper attention in the showroom. 12000. As it in the warranty and guarantee period of the TV. Messrs patil and ghogte having their office of Videocon Color TV showroom at Rocha district rantnagiri. Ghogte and they have evasive answers and no action has been taken though it is now three month since I entered into the agreement. making loud noise and the videocon showroom are not give the proper service. That I should be compensated with a sum of Rs. 3. The amount included a service contract for three years in which TV warranty and guarantee looked after in between the three years.400. having their offices at 5. TV for Rs. Mumbai 2 Nature of complaint : Videocon TV making loud noise and not giving the Proper service. Kalbadevi. I have visited the site of the showroom on two occasions. But the TV now is not in good condition. I am enclosing Xerox copies of the receipts and warranty certificate of the TV purchase day and time. 43 . Prayer 1.
Sunder) Q35. Yours sincerely. A recent research project undertaken by a panel of medical experts has shown that those using low brand dental cream for shaving in cities have lost their good face. K. 44 . The enclosed catalogue will give you all the other details. You may like to risk your own face. The Dome Cream Ltd. Our Dome Cream Ltd is the result of several years of experimentation. Ice Cream 3. 2003 Dear Users. Dairy Milk Ans: - Dental Cream Dome Cream Ltd Goutam Street Mumbai – 400001 7th September. High quality is too expensive. The shaving cream in all size and price as per your requirement for now. It contains top branded and it will not affect the face of yours. Buy today and make your face glowing all the time.EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________ Sd/(S. but have you the right to take right decision for your life.) Write a sales letter to promote the sale of following: 1. Dental Cream 2. We offer you an easy and ready way of getting quality cream in cheap price to you.
For better and good quality ice cream should be purchased in high price is your problem than. The soft ice cream rate starts from Rs. The Softy ice Cream Ltd. It contains top branded and it will not affect your health by eating and you will be satisfied with our new scheme of softy ice cream. You may like to risk your own life. 12 only and you can easily eat our softy ice cream. Our Softy Cream Ltd is the result of several years of experimentation. we offer you an easy and steady way of getting quality ice-cream in cheap price to you. Buy today and fulfill your needs with our softy ice cream. but have you the right to risk the lives of your loved ones? A recent research project undertaken by a panel of medical experts has shown that those eating the ice cream from the road in the cities shorten their lives by several years. Yours sincerely. Ice-cream Softy Cream Ltd Goutam Street Mumbai – 400001 7th September. The enclosed catalogue will give you all the other details. 2003 Dear Users.EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________ 2. 45 . 7 to Rs.
The Mother Dairy Milk Ltd Q36. For better and good quality milk should be purchased in high price is your problem than. 2003 Dear Users. This avoids re-inquires from the seller.) Name the different steps in writing a letter of inquiry? Ans: . but have you the right to risk the lives of your loved ones? A recent research project undertaken by a panel of medical experts has shown that those drinking the plastic milk from the road in the cities shorten their lives by several years. It contains top branded and it will not affect your health by eating and you will be satisfied with our new scheme of softy ice cream. Yours sincerely. 46 .EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________ 3. we offer you an easy and steady way of getting quality dairy milk in cheap price to you.The different steps in writing a letter of inquiry are as follows: 1) One should clearly indicate the quantity and quality of goods required or nature of the services needed. Dairy Milk Dairy Milk Ltd Gautam Street Mumbai – 400001 7th September. 12 for large and you can easily drink our Mother dairy milk. Our Mother dairy Ltd is the result of several years of experimentation. The soft ice cream rate starts from Rs. 7 for small packets and Rs. Buy today and make your health better for future. You may like to risk your own life. The enclosed catalogue will give you all the other details.
Such letters are often sent out when the letter writer is starting his own business and requires information and supplies.EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________ 2) The seller should be informed of the purpose for which the goods are required as this will help him serve you better. 5) If the same letter is being sent to several sellers this should be mentioned in it. 9) Ask for prompt reply.) Define solicited and unsolicited letters? Ans: . 4) In some cases you may quote your own price but this is not always advisable as unscrupulous sellers might be tempted to supply you cheaper goods at the price mentioned by you. This may induce him to quote a lower price. radio or television) it is known as solicited letters. catalogues or price-lists. Q37.When a letter of inquiry is sent in reply to an advertisement (newspaper. It helps to enclose a selfaddressed and stamped envelop for a quick reply. designs. 3) Mention the date by which the goods must be delivered. 6) You should conclude a letter of inquiry by tempting the seller either with the prospect of a bulk order or the hope of future orders. 8) In America it is common practice to enclose a questionnaire with the letter of inquiry which the seller can conveniently fill in and return. In such letters it is always proper to mention or refer to the advertisement that has attracted the attention of the letter writer. 7) Ask for samples. 47 . Unsolicited letters of inquiry are sent out by the letter writer on his own. He usually refers to directories. trade journal and then addresses his letters.
Q38.) What is meant by trail, routine, conditional, approval, time-bound and cancellation of orders? Ans: - Trial order: No buyer places a very large order with a new seller for the first time. The first order is therefore, usually a trial order. A trail order is often placed either to test the efficiency of the seller or to test the marketability of the goods in question. Usually a trial order is the result of a sales drive on the part of the seller either in the form of a voluntary offer or a newspaper advertisement. A trial order usually contains a reject clause. Routine order: Once the buyer is satisfied with the efficiency of the seller and the demand for the goods in the market he will place order at regular intervals. Such orders are called as routine orders. To save time, such orders are usually sent in the form of very short letters or in order forms that have been printed. Conditional order: A conditional order is an order which asks for goods to be delivered on certain conditions only. The conditions usually are about safe packing, special discount for bulk order, free delivery or payment facility. A letter containing a conditional order must be persuasive in tone as the letter has to persuade the seller to grant the concession or special attention that has been asked for. Time bound: In most orders time factor is important and they specify a time limit by which the order must be executed. If the order is not carried out in time the buyer has the right to cancel and reject the goods. Orders that contain time limit or date by which the goods should be delivered are called time bound orders. Approval of orders: If the goods are sold on approval the buyer can return them without obligation his part within the stipulated period. If however the buyer keeps the goods more than the reasonable period or beyond the stipulated period then he is said to have accepted them and has to pay accordingly.
Cancellation of orders: An order is usually cancelled by the buyer for one of the following reasons: 1) If the order is not executed by the due date. 2) Inability to supply ex-stock. 3) Goods not matching the sample. 4) Inferior quality making sales impossible. 5) Substitution of another item. If for any reason mentioned above an order is cancelled the party canceling the order must inform the seller immediately by telephone or fax. In the letter of cancellation that he sends later he must clearly show regret for the inconvenience he is causing the seller.
Q39.) What are the points to be covered by a letter containing an order? Ans: - When a company places an order the following points are to be covered: 1) The quality of the goods required. 2) The quantity of goods needed should be made clear. 3) The type of packing required. 4) The price and mode of payment. 5) The time and place of delivery should be made very clear. 6) Insurance of the goods during transit. 7) The mode of transportation should be clear. 8) The right to reject the goods on account of a defect in quality or delay in the delivery.
While it is not exactly a contract, it has a legal significance in the sense that a buyer cannot hold a seller responsible for not doing something which is not clearly mentioned in the letter containing the order. In the same way the seller cannot accept the buyer to pay more or accept goods different from those mentioned in the order.
Q40.) What are the different adjustment policies adopted by the company and explain briefly? Ans: - Since a letter of complaint makes a demand for adjustment the company that receives the letter will have to decide upon the policy it proposes to adopt towards such letters. Usually a company adopts one of the following policies: 1) Caveat emptor (buyer beware): It points our very politely that this is a
principle in the commercial transaction and hence the complainant has no remedy. This policy is highly dangerous one to follow for in the long run, it is certain to result in the loss of goodwill and customers. In point of fact this policy means a refusal to adjust. To avoid the loss of goodwill which such a policy involves the company should give a soft answer and try to convince the complainant that refusal to adjust is only fair under the circumstances for the cases. 2) The customer is always right: This is the policy adopted by firms that
deal with highly priced goods and luxury articles like electronic goods, T.V sets, refrigerators, pianos etc. Since they deal with clients who are highly influential they do not wish to risk antagonizing a single one. Even if the demand is a ridiculous such companies do not mind satisfying the customers for the cost of their products runs in thousand of rupees and pleasing a few hundreds once in a way to please an erratic or fussy customer is considered good policy. 3) Fair claims, fair adjust: Each complaint is judged on its merits. If the
claim is fair one then immediate adjustment follows. If it if an unjustified
The different kinds of complain that the consumer have about goods and services are as follows: GOODS 1) The quality of the goods are not as per the standard.EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________ then the claim is refused. This policy suits the small businessmen who would soon have to run to a bankruptcy court if he adopted the “the customer is always right” policy with respect to all complaints. Q41.) Name the different kind of complain that the consumer have about the goods and services? Ans: . 51 . 8) The goods are very poor after sales service. 5 5) The adulteration process is carried out. 2) But the price charged for such poor service is mostly high. This policy is also in keeping with the principle that an adjustment policy should be drawn up with a view to protecting the customer who is in the right and who is in the wrong. they are incorrect. 6) There is non availability of most of the daily usage goods. SERVICES 1) The service provides s mostly of poor quality. they are of substandard quality. 2) The price charged for the goods are very high. The products are not pure. 3) There is dishonesty in vending 4) The weights and measures are never proper. 7) Sometimes even if there are goods they may say that the goods are not available.
EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________ 3) The service consumes more time than expected and is slow timing.) What is meant by stress management and how it is different from crises management? 52 . and how the claim can be settled. The complaint should be taken to the forum and handed over to the register that will acknowledge the same and give a date for a preliminary hearing. The facts should be properly organized. bill number and guarantee period. Services of a lawyer are not required nor has any stamp duty or court fee to be paid.Complaints to the forum have to be made in writing in Hindi. If the complaint is about a simple defect or deficiency in services the court is accepted to resolve the matter within 90 days after the complaint is lodged. It should clearly mention the reason for the dispute and why the forum is being approached. Q42. The complaint can be lodged at the pace of the transaction at the nearest forum. They give discourteous treatment to the customers. if applicable. address. The party or person or person authorized to solve the problem should also be mentioned. In cases where laboratory test or other investigation is to be made the matter is supposed to be resolved within 150 days.) Explain consumer guidance cell for Redressal function? Ans: . The complaint should be precise and in brief. Strong arguments should be through out. Q43. Before writing the complaint the person should collect all the relevant facts and evidence. 4) After providing such poor services they do not show courtesy to the customers. English or the state language. brand. The complaint should contain all relevant details like name.
The lead is the opening of a news item.Related to the idea of crises management is the idea of stress management. It may consist of two words. two sentences or even a paragraph. say the opening of a clinic. on account of environmental conditions.) What are the 5’ W and H of report writing give example? Ans: . The reason is apparent: who is the human element in the story and it may introduce the characteristic prominence. Stress can be managed by (a) learning yoga’s (b) setting attainable goals (c) reducing anxiety and improving personal relationships (d) improving communication skills Q44. It is important as it determines the entire structure of the story introduces the topic and attracts and repels the reader. the story should begin with that person’s name. If a famous man does something. on account of inability to attain job expectations or just his inability to deal with work pressure. The name is a magnetic attention getter. It summarizes the news and thus helps the newspaper to perform the basic function of conveying information. journalist and author. on account of information overload. the “who” is frequently the opening element. why. Rudyard Kipling. who. where. on account of failure to motivate subordinates. on account of failure to attain set goals. and how.EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________ Ans: . A businessmen or manager could be under stress on account of huge inability to communicate with outsiders and employees. when. advised sub-reporter to be sure that the lead itself answers the six basic questions what. This is true sometimes even when the who carries less importance than the other elements. When an individual experience the crises himself he under goes mental stress and the successful businessmen has to learn how to manage this stress. 53 .
without being printed. If the press releases are prepared with a little extra care are effort they would find their way into print and perform the very useful function of communicating news and information about the business organization to the public.) What is press handout who prepare it and why? Ans: . by tradition they expect newspaper reports to be objective and informative Q46. A press release is information that is printed by the newspaper by way of news on the ground that this information will be of interest and value to the reading public. Today most are sent by fax. Earlier press releases were sent by hand delivery or post to newspaper offices. Unfortunately most press releases are so badly drafted that they end in the wastebasket. For an advertisement the company has to buy space. This is because while people suspect the claims made in advertisements. It should be remembered that a press release is not a advertisement.) What should a press handout contain and? What are the do’s and don’t of a good press handout Ans: . No doubt a press release does indirectly give ‘publicity’ to the company and it should be noted that this kind of publicity. is far more effective than a full page advertisement inserted at great cost in the same newspaper. The press hand-out or press releases is the chief way in which a business organization can transmit news to newspaper and magazines.The do’s and don’t of a good press handout 54 .EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________ Q45.A press release is a document sent out to the press or other media setting out what its authors would like others to read or hear about. that comes in the form of a short report in the regular columns of the newspaper.
3. If it is the festival season should he give credit and lock up his money and lose his other business where he has to invest his money. language. easy.EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________ 1. color and layout. Do avoid monotony. Never talk down to the reader. The employees should feel that the organ represents them their views and is not a mere propaganda agent of the management. 2.to. cartoons. were possible.read type for printing. Summaries what they have to say in simple. which are as follows: 1) Circumstances Are the conditions or circumstances in the market favourable to the giving of credit. Do use clear. 55 . Do not reproduce long messages and lofty advice from superior officers or outsiders.) Explain the 4 C’s of credit letter? Ans: . The headlines should be attractive and eye catching. Do use journalistic language. bold.man while thinking of giving credit has to apply his mind to the 4 C’s of credit. The tone of the writing should be friendly and.A business. lucid. Q47. It should never be “preachy” as most people resent such an attitude. also in type of printing. 4. Do use humor. if possible. 6. humorous. photographs and puzzles or other items of entertainment. Every issue should be different from the other not only in the substance of articles and features but. Avoid sarcasm or downright ridicule of anyone connected with the organization. 5. Don’t use pompous language and lengthy messages. Provide for pictures. Do make the organ “theirs”.
2) Reluctant Debtors: He is the one who will not pay until he is forced to do so.) What are the different types of debtors? Ans: . 3) Installment Debtors: 56 .EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________ 2) Capital By giving credit he has think how much of his capital will be blocked and how much that blockage might affect his business.The different types of debtors are as follows: 1) Careless Debtors: He is the one who forgets to pay unless he is reminded to pay. Q48. 4) Character The businessman that even if the buyer has the capacity to pay the money even at a future date is he honest and trustworthy in his dealings or is he a person who will not pay because he likes to run the business with other peoples money. 3) Capacity He has to think that does the buyer has the capacity to pay the money even at a future date. He even has to see what the reports say about his financial position. He is always ready with excuse for not paying.
it will annoy the buyer and generate ill-will. He is constantly overtrading and short of funds. He can be called as “gilt-edged debtor”. If the reply to the status inquiry is favorable then the credit is granted and is the status inquiry is unfavorable then the credit is refused. The letter should instead emphasis the benefits of cash payments and should tempt the buyer to pay cash by offering him cash discount. 57 . The persons who command some respect in the business circles or known to the seller. A point blank refusal is not only in bad taste but also very poor business tactics. In such cases the letter should be tactfully point out the advantages of cash payments and also stress that if credit is to be granted then the buyer will have to provide at least two references. Q49. like a “gilt-edged security”. 5) Poor-Risk Debtors: This type neither has the capacity nor capital to pay. Another situation that demands careful handling may arise when the buyer who is not known to the seller places a large order without making any reference to the terms on which it proposes to pay. The successful businessman tries to safe guard himself against losses by requesting the would-be buyer to give references before he grants credit. Such people should not be given credit.EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________ He is a type of debtor who piles up large sums of credit and then sets about meeting his obligations in small installments.Trade cannot be carried out without credit and credit granting involves a risk. 4) Good-Risk Debtors: This type of debtor pays his debts even before they are asked for.) What references are of those is meant by Trade References? Ans: . It would be indelicate to suggest that the party is not reliable and is not worth giving credit.
they do much to enhance the prestige of the company. leased? Detail of managerial skill: _________________________________ How much expense incurred _______________________________ How much profit getting in 5 years _________________________ What was the success year for the company_________________? What are the future ideas for company popularity ___________? Q51.) Draft a questionnaire to determine the popularity of 5 year old managerial. ________________ Educational: Undergraduate Graduate/Postgraduate Occupation: ____________________________________________ Designation: ____________________________________________ Is the house live in owned by you rented.EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________ Q50. Ans: SPECIMEN QUESTIONAIRE TO POPULARITY OF 5 YEARS OLD MANAGERIAL NAME ______________________ Male/ Female Address______________________ Married ______________________ Unmarried Age: _________________________ Phone No.Company publication can be of three types: a) External b) Internal c) Those that combine both functions. They are usually sent to 58 .) Name the three type of company publication? Ans: . Some large business houses produce excellent external house magazines printed on the finest quality paper. full of interesting articles with artistic photographs and although they are expensive to produce.
interest. Bulletins: Since newspaper reading is a popular habit with most literate people some company bring out their house organ along the line of newspaper and call them bulletins instead of journals or magazines. who feels proud to receive them.The House organ or journal is a powerful mean of communication within an organization and promotes healthy internal public relations. Q52. Q53. The propose of the house organ should be to entertain.The documents about the goods for delivery purpose will only be given when the bill is paid. Formally house – journals used to be personality oriented and highlighted the founder.) Difference between house organ and bulletins? Ans: House organ: .) Shorts Note on: Ans: .Document against payment: . the one being bound like a magazine the other been printed on large sheet like a newspaper. The difference between a house journal and a bulletin is not of content but a firm. The internal house magazine is meant for distribution to the employees of the company. 59 . is really not advisable as the two functions are in fact difficult to combine. The third type. The advice note should reach the buyer before the goods reach him for the purpose of the note prepare him to take delivery. amuse.EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________ shareholder. instruct and inform. The prestige magazine will be of little interest to shareholders if it contains news about the marriage of Rakesh desai of the printing department to Anjou Patel of the packing department. which combines both functions. Modern house journals highlight the worker for their performance. And it goes without saying that the house organ yields better results if the interval between two assume is not more than fortnight. An advice note is written intimation sent by a supplier to his customer advising or informing him of he dispatch of goods. directors and manager.
O): . d) And the meeting should be decision making.EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________ A debit note is sent by a buyer to seller when he finds that he has received fewer goods than he had ordered. A firm offer is usually made in connection with articles or commodities whose price is expected to rise or for which there is a great demand.54) A good businessman welcome complains instead of resending them.W. The chief advantage of making a firm offer is that it helps to create goodwill between buyers and sellers. e) At last the reason behind the complaint should be justified and see that same problem never come again. Ans: . A firm offer: .This is a type of advance payment. The note debits his account for the amount of goods not received. The note is method of canceling the extra debit given by the buyer according to the original order. It means that cash must be sent when the order is placed and not when the goods are delivered. through which complain arise. Cash with order (C.A good businessman always welcome complains instead of resending them:a) First of all analysis the problem carefully. For example. A credit note is sent by the seller when he finds that fewer goods have been sent to the buyer than were ordered. 60 . irrespective of market fluctuations.A firm offer is an offer made by a supplier or seller to sell goods at a certain price within a specified period. Q. business circles may expect a rise in the price of steel articles in view of the union budget which is expected to be announced within the next twenty days. b) Than have discussion on the problem with other member of organization. c) Conduct a meeting under these have a discussion on the complaint which is made by customer.
The best policy is to simply state your case and explain the grounds on which you are refusing to adjust his complaint.) What is meant by persuasion? How is it use in sales letter? Ans: . 61 . Give him hints and suggestions and then allow him enough time to think the matter over by himself. To achieve the objective of persuasion you can use the following approaches: a) Do not rush the receiver of your communication by overwhelming him with your arguments.A tactfully written letter avoids entering into a controversy or argument with the customer.There are two ways of making a person do what you want – force and persuasion. Avoid taunts like “in our thirty years of experience of dealing with all kinds of customers this is the first time that some one has complained of…” The aim of an adjustment letter should be threefold. while a dictionary defines it as “causing an individual to believe or do something by reasoning with him/her. Lahiff and Penrose define it as “the art of getting people to do something that they wouldn’t ordinarily do if you didn’t ask”. tyrant or bully. Messrs Houseman. products or services of the seller and (c) it must regain his goodwill. It is also very poor policy to pretend great surprise over the complaint. (b) it should try to re-establish the confidence of the complaint in the goods. Q56. this is undesirable.) A tactfully written letter of complain will alone bring a proper adjustment discuss Ans: . Persuasion is better way. (a) it should try to make the complaint believe that he is being fairly treated.EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________ Q55. You may win the argument but lose a great amount in the bargain. If you compel a person to do your bidding you are behaving like a despot. Persuasion is the process by which a person’s attitude and behavior towards something are influenced by another person’s communication. No matter how much in the right you may be it never profits getting into a heated argument with him.
Since a sales letter is a letter to sell something it has often been compared to a salesman. the sales letter is perhaps the mot important letter that a businessman has as draft.) What is meant by status inquire. it has several other distinct advantages over its human counterpart. Explain purpose and procedure of status inquires. The referee should 62 . is a letter that attempts to sell something. c) Find out the beta noire or thing that the person dislikes and avoid that topic or theme.Status Inquiries: . Ans: . It is used when the same message has to be given several people and individual letter writing becomes tedious and time consuming. d) Argue from the viewpoint of the person you are persuading so that the experience and arguments have a familiar ring for him or her. of which several copies are made and sent out. do not attempt to impose your views on him. Ans: . Request and appeal whenever possible. e) Do not make the person feel a fool because he does not share your point of view. A sales letter. as the name suggests.As there is a direct relationship between sales and profits. A circular is a printed or duplicated letter. Q58. It is less expensive than the salesman. Though a sales letter cannot posses the personal touch that a salesman has . while a salesman has to repeatedly and sometimes unsuccessfully request interviews.EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________ b) If you find the person holding views contrary to your own try to meet him half way. the completion of the transaction depends upon the reply that is given by the referee to the status inquiry. Q57. It reaches the client however busy he may be.After the trade reference has been provided and the status inquiry made.) Name the essential quality of sale letter and how will you achieve the objective. A sales letter is usually sent out in circular form.
As far as possible specific figures should not be mentioned and only general statements about the creditworthiness of the party should be made.EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________ take great care while drafting a reply to letter of status inquiry. 63 . The rely to the status inquiry should not read like a letter of instructions. It should merely indicate what the writer of the letter would have done in the circumstances. If an unfavorable reply is to be sent it should be based on the personal experience of the letter writer or that of the firm and not on hearsay. It should not attempt to plead or persuade the granting or refusal of credit.
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