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com Master of Business Administration Semester I MB0039 Business Communication - 4 Credits (Book ID: B1128) Assignment Q1. Describe a situation that you experienced where communication went wrong because the non-verbal behaviour sent conflicting signals. Which aspect of non-verbal communication was responsible for the communication failure? How would you rectify this? Ans Non-verbal Barriers This refers to the non-verbal communication that goes with a particular message. Non-verbal communication includes tone of voice, body language such as gestures and facial expressions, etc. We will be discussing this in great length in a later unit. If the tone of voice and body language are negative, the communication will fail, however positive the spoken and written message. For example, if you happen to meet a long lost friend and say I am delighted to meet you, but in a sad tone of voice, the exact opposite message will be conveyed! Therefore, it is important to avoid giving conflicting signals, through the use of non-verbal communication. 1.4.1 Overcoming the Barriers to Communication Certain steps can be taken, both at the organizational level, as well as at the individual level, to effectively deal with the barriers to communication, in order to try to minimize them, if not eliminate them entirely Organizational Action 1. Encourage Feedback Organizations should try to improve the communication system by getting feedback from the messages already sent. Feedback can tell the managers whether the message has reached the receiver in the intended way or not. 2. Create a Climate of Openness A climate of trust and openness can go a long way in removing organizational barriers to communication. All subordinates or junior employees should be allowed to air their opinions and differences without fear of being penalized. 3. Use Multiple Channels of Communication Organizations should encourage the use of multiple channels of communication, in order to make sure that messages reach the intended receivers without fail. This means using a combination of both oral and written channels, as well as formal (official) and informal (unofficial) channels of communication. The types of channels will be discussed in detail later, in a separate unit. Individual Action 1. Active Listening This means listening to the meaning of the speakers words, rather than listening without hearing, or passive listening. Passive listening is a barrier to communication, whereas real communication takes place when we listen actively, with understanding. Listening is a skill which can be developed through proper training. 2. Careful wording of messages Messages should be worded clearly and without ambiguity, to make sure that the message that is received is the same as the message that is sent. 3. Selection of Appropriate Channels Individuals should be competent enough to choose the right communication channel, depending on the situation. Channels of communication and the criteria for selection of channels will be discussed in detail in a later chapter.

Q2. Explain why Public Relations is an important part of external business communication Ans: External business communication is essential for the following reasons For Successful Marketing Organizations need to inform and create awareness among consumers about their existing and new products. This is largely done through advertising, which is a form of mass communication. This is very much a part of external business communication. To build a Favorable Corporate Image Today, organizations need to focus on projecting themselves as responsible corporate and social citizens. This is known as corporate social responsibility. For example, they need to communicate the fact that they are involved in social development or in environmental protection. This involves being in touch with various external stakeholders, especially consumers, media and the society at large. To Increase Shareholder Value If customers have a positive image of the company, the companys share price will go up and shareholders wealth increases, thereby enhancing shareholder value. Shareholder confidence in the company also drives shareholder value. When shareholder value increases, they will participate in the companys expansion and growth. To Overcome a Crisis Sometimes when a company is facing a crisis, a public relations campaign may be needed to manage the situation, put things in a proper perspective and restore the image of the company in the eyes of consumers, the media and society at large. Public relations require effective communication with various external stakeholders. Examples A few years ago, Reliance was prosecuted by the government for irregularities in the stock market. Shareholders lost confidence in the company. Reliance then mounted a counter campaign against the government, where they told the truth, gave the facts and figures and denied the allegations made against them. This helped them to regain lost confidence and salvage their image. Similarly, when Coke and Pepsi were accused of pesticides in their soft drinks, they had to undertake a massive public relations exercise to set right their image in the eyes of the public. * To Enhance Credit Rating An organizations credit rating will also go up if it maintains good external communication. This way its borrowing ability will increase and more money can be raised for expansion and growth. Having emphasized the importance of external business communication, let us now go into the reasons for communicating with external stakeholders and the channels used to communicate with them, just as we did with internal communication. The wheel of business communication illustrates that external business communication involves interaction with the following stakeholders Consumers Organizations need to communicate with consumers to provide information about their products and services, special promotional offers and new product developments. They also need to redress consumer complaints, so as to maintain consumer preference and confidence in their brands. The written channel is the most appropriate medium for communicating with consumers. This could take the form of letters, or mass media advertising. Intermediaries This refers to the trade distributors, wholesalers, retailers, franchisees, etc. It is necessary to communicate with them to provide information about product availability, special offers, incentives and allowances, contractual aspects, order processing, delivery aspects and merchandising, or the visual display of products. Keeping intermediaries aware and informed and motivating them to meet targets through competitions, prizes and incentives is extremely important for the success of any product. The appropriate channels of communication with intermediaries could be both oral and written channels. Written contracts, advertisements announcing special offers and incentives and dealer newsletters inviting dealers to share their experiences, are examples of written

channels. Periodic review meetings and continuous communication through sales staff are examples of oral channels. Suppliers These are suppliers of raw material, components, power, water or other utilities. Communication with suppliers is essential to give technical specifications, ensure quality and timely delivery. Today, due to outsourcing or relying on outside sources for raw materials and components, there is need for more sophisticated and direct communication and a more continuous, on-going relationship with suppliers. The internet now plays an important role in communication with suppliers, through Business to Business (B2B) communication. Many organizations today enter into a partnership with their suppliers, whereby there is total involvement on both sides. For example, a company engineer might train the shop floor technical staff of a supplier of automotive components, in order to improve the quality of the components. The supplier on his side, may suggest a change in the companys specification process. Direct, one-to-one communication is required with suppliers to ensure transparency and clarity, with respect to specifications. The oral face-to-face channel is most appropriate, although the online channel is being increasingly used in supplier communication. Government Communicating with the government is particularly important in the Indian context and is a part of public relations. Many Indian companies even appoint a PR officer for maintaining good relations with the government. The reasons for communicating with the government include compliance with tax matters and legal aspects, seeking clearances for new activities such as joint ventures, borrowing from overseas banks, foreign exchange requirements and so on. Communication with the government could take place through both oral and written channels. Periodic meetings may be held with regard to statutory compliances such as licensing. However, most of the time, written communication through formal letters is more appropriate. This is because clearances for various activities have to be sought in writing. Society As pointed out earlier, organizations need to communicate with the community at large to project themselves as responsible corporate citizens. Corporate social responsibility as it is called, is top priority with many organizations today. Supporting womens education, building hospitals for the disabled, schools for children, family planning and non-pollution of the environment are some of the ways in which companies are participating in social development and then communicating this to society. The channels of communication with society could be oral and direct for example, talking to elders in a village or locality, about family planning or schools for children. Mass media advertising in the form of public service advertising could also be used to spread these social service messages Example United Breweries ran a public service campaign with the caption Drinking and driving dont mix, to spread the message of avoiding drunken driving. There is a large element of public relations in communication with society. Bankers Like shareholders, organizations need to communicate with bankers both in good times and bad times. The reasons for communicating with bankers are the same as those for shareholders. In addition, advance notice needs to be given to bankers regarding any dislocation in repayment schedules and justification has to be provided for any additional fund needs. The overall purpose is to build rapport with the bank, so as to increase borrowing ability. Communication with bankers could take place through oral channels for example, periodic meetings with the Finance Manager of the company to keep them informed of stock build up trends, or future trends that could affect working capital needs. Special meetings may also be held to keep them posted about expansion, contraction and diversification plans, lockouts, strikes and anything else that may affect cash flow.

In addition to oral channels, periodic written reports need to be submitted to the bank on overall business conditions. Transparency is needed in dealings with the bank and failure to keep them informed could lead to the companys collapse. Example The Enron Company did not communicate with their shareholders and bankers about the difficult times that they were going through. This ultimately led to the companys ruin. Media Today, the media are becoming more powerful and investigative and are intruding into peoples personal lives. If wrongly informed, the media can destroy an institution. Therefore, the primary reason for an organization to communicate with the media is to maintain good relations. If the company projects a favorable image to the media, the media in turn will carry a positive story about the company for free. This is known as publicity and is part of public relations. For example, a press release in a newspaper may highlight some of the achievements or awards won by the company. This type of publicity is highly credible and can have a powerful influence on public opinion. Communication with the media takes place through both oral channels such as press conferences, as well as written channels such as letters and news releases.

Q3. Select a company of your choice in a sector that you would like to work in. Imagine
Tesco - Every little helps
Headquartered in the UK, Tesco today is ranked as the world's third largest retailer, and a market leader in six of the 14 countries we operate in. This includes 6234 stores, 500,000+ employees, 72 billion ($115 billion) in turnover, over 60 million customers and counting.

Tesco Hindustan Service Centre

Tesco Hindustan Service Centre (HSC) is the global services arm for Tesco worldwide. We function as the pulse for the Tesco group, providing key business services for Tesco operations globally. The global service operations of Tesco HSC are involved in creating and executing strategic initiatives for Tesco retail stores worldwide. These strategic initiatives cover the IT, Business, Financial, Commercial and Property aspects, among others, of Tesco operations. The operations cover all internal and external platforms that drive Tesco's business, making it one of the world's most preferred retail stores. Tesco is the first major international retailer to have a fully-owned support centre in India. We are dedicated to make the Tesco experience better for over 60 million customers worldwide, simpler for over 500,000 employees and achieve costefficiencies.

that you have to make a brief presentation on this company to business school students. Develop a) A general and specific statement of purpose b) The key idea c) Your style of delivery. Ans: Tesco_HSC a) A general and specific statement of purpose

Milestones of Tesco_HSC
January 2012 Tesco HSC crosses the 6000 employee milestone

August 2011 September 2010

Tesco HSC opens its new office at Divyasree Technopark in Bangalore Tesco HSC crosses 4500 employees as innovation initiatives gain steam through the Innovation road show and Innovation Summit. 'Clean up the world' week is launched and community schools are supported with the involvement of more Tesco HSC employees.

August 2009 October 2008 September 2008 May 2008

Tesco HSC bags Bangalore's Best "Green Campus Garden" Awards. Tesco HSC crosses the 3000 employee milestone. Tesco HSC sets a new benchmark in energy saving. Tesco HSC opens a crche within its premises. Tesco HSC launches Retail Test Lab. The lab is the first of its kind in India and will test and certify all the retail

June 2007

software and solutions developed at Tesco HSC. Tesco HSC overall team strength is 2000. Team is 500 employees strong. Tesco HSC goes live.

February 2007 May 2005 May 2004

b) The key idea

Tesco - your gateway to great careers

Did you know?

34% of our staff at Tesco HSC have been with us for over 3 years & 18% for over 4 years Over 350 staff have completed 5 years at Tesco HSC At an average, 36 staff members every month are experiencing Career Moves within or outside their function 2 of our IT WL-3 (Work level 3) Managers are running Metro Stores successfully in the UK

I believe that having a predictable career path is one of the key reasons why an employee decides to commit to a long stint in any organization. Keeping this in mind we have developed My Career as a tool which enables people to determine what options are available to them and what competencies they need to develop in order to do a particular role. In short, it will allow you to know what type of roles are available and how to get them. Hope all of you find this useful. Sandeep Dhar, CEO

It is our endeavour to make Tesco a great place to work

At Tesco our people promises are:

To be treated with trust and respect A manager who helps me An interesting job An opportunity to get on

New markets, new plans, innovative technology and changing processes this is what Tesco experiences as it continues its global expansion. We, at Tesco HSC, leverage experience and expertise to power the IT, business and financial functions of the Tesco retail chain. In a competitive economy, we need to understand and act upon constantly changing customer needs. Success, in this case, lies in the details and no one understands this better than us. From reducing checkout time at the checkout counters to implementing IT applications that support global finance operations, Tesco HSC develops solutions that make the Tesco retail experience much more simple and smooth. Our team of IT, business and finance professionals are driven by ideas that can rapidly streamline overall functioning for greater customer experience and profitability. Operating from Bangalore, India, Tesco HSC provides the following mission critical services for the Tesco global retail chain:

IT services Business services HSC Finance Operations development HSC Commercial Enabling services

A real opportunity to get on

Everyone who works @ Tesco is encouraged to broaden their experience and work in different areas of the company. As part of Every Little Helps, our commitment to our staff is that we will give them "An opportunity to get on" so that they are able to get the training and support they need to do their job and to develop their careers at Tesco.

c) Your style of delivery.

Q4. Discuss the principles of business writing Ans: Principles of Business Writing Having dealt with writing in general, we will now go briefly into the specifics of business writing. As pointed out earlier, the language, style and tone of business writing is very different from general writing. Therefore, we will examine these aspects in some detail. 1 Tone We discussed tone of voice or paralanguage, in an earlier section on non-verbal communication. It was pointed out that the spoken words, however perfect, can convey a negative message, if the tone of voice is not consistent with what is said. Tone is equally important in conveying written messages, particularly business related messages.In written communication, tone refers to the way a statement sounds, which in turn, depends on the choice of words. A sentence or statement may be grammatically perfect, but may convey a negative message, if the choice of words is wrong. Example You failed to meet the sales target.

The above statement has a negative tone, since it emphasizes what could not be achieved. The same idea could be expressed in a more positive tone, by emphasizing what could have been done instead. Example With a little extra effort, you could have achieved the target. The example shows that even a negative idea can be expressed in positive language through the use of appropriate words. The tone of business communication should also be confident. You should avoid language that makes you sound unsure of yourself. Consider the following example I hope you will agree that my qualifications match your job profile. Beginning the sentence with I hope creates the impression that you lack confidence in yourself. It might be better to say On reviewing my bio-data, you will find that my qualifications match your job needs in the following respects. While it is important to be self assured, avoid sounding over confident and pompous. Example I am sure you will agree that our Company has the best reputation for quality and service. Instead, something like We shall try to live up to our reputation for quality and service. would be more appropriate. Another aspect of tone is to sound courteous and sincere. This builds goodwill and good relations and increases the likelihood of a message achieving its objectives. Avoid statements such as the following You sent your complaint to the wrong department. You should have sent it to the shipping department. This sounds very discourteous and rude when responding to a customer complaint. Instead, it might be better to say We have sent your complaint to the concerned department, which will be contacting you shortly. Sincerity also means avoiding exaggeration and flattery, especially when communicating with customers. Consider the following examples 1. We are more interested in your satisfaction, than in making profits. 2. You are such a valued customer that we shall go to any lengths to earn your satisfaction. The first sentence sounds insincere, since the main objective of any organization is to make profits. The second sentence is exaggerated and unduly flatters the customer. It should be toned down by saying something such as We value your goodwill and will make quick efforts to ensure your satisfaction. Finally, the tone of business writing should be non-discriminatory. This means that the language that is used should not be offensive, irrespective of gender, religion or race. One way of ensuring this is to avoid sexist language by using neutral job titles, or titles that do not imply that a job is held only by a man. For example, the following titles should be used Chairperson, instead of Chairman. Salesperson, instead of Salesman If the readers gender is not known, use a non-sexist salutation such as Dear Customer, Investor, or Advertiser, instead of Dear Sir or Madam. Personal titles and salutations such as Dr., Professor, etc. should be also be used Wherever appropriate. 2 Emphasis and Subordination A business writer can be compared to an artist or a musician. Just like an artist or a musician tries to make certain elements stand out and others to get little attention, so too with the business writer. An important principle of business writing is to emphasize important ideas

and to downplay unimportant ideas, so as to make the reader understand what you consider to be significant. Generally, pleasant and important thoughts are emphasized, while unpleasant and insignificant thoughts are subordinated or de-emphasized. Several techniques for emphasis may be used by the business writer Place the idea in the first paragraph or in the last paragraph, in order to get attention. Put the word that you wish to emphasize first or last in the sentence. Example Success comes through sincere efforts. Failure will result without them. Or, The event was a success. Without your efforts, it would have been a failure. Use the active voice to emphasize the doer of the action and the passive voice to emphasize the receiver of the action. Example John made the presentation. (Active) The presentation was made by John. (Passive). Use words such as primary, major and significant to lay emphasis. Example Cost is a significant factor to be taken into consideration. Use repetition. Example The Tata Nano is an inexpensive car. Inexpensive to purchase and Inexpensive to maintain. Number the ideas, so as to rank them in the order of importance Example The main reasons for his poor performance are 1) Lack of training 2) Lack of team skills and 3) Lack of motivation. Use visual elements such as bold type, capital letters, bigger font size and underlined words to emphasize key ideas. Example The Reva electric car is 25% LESS POLLUTING than other cars. Another point to be remembered regarding emphasis in business writing is to stress what is known as the you attitude, rather than the me attitude. This means explaining the benefits to the reader, understanding his situation and answering his unspoken question How is it relevant to me? Example Instead of saying, Our bank will be open 24 hours, say You will be able to avail of round-the-clock banking service. Q5. Write a short note on the SQ3R technique of reading. Ans: SQ3R Technique of Reading This technique of reading was developed by Robinson in his book "Effective Study" (1970). SQ3R stands for the initial letters of the five steps in studying a textSurvey S Question Q Read R Recall R Review R Let us briefly go through these steps in the given order. 1. Survey: Survey refers to a quick glance through the title page, preface and chapter headings of a text. By surveying, you will be able to gauge the main ideas of the text. Besides, the authors name, date, place of publication and title page can give you an idea of the general subject area. The table of contents, preface or foreword in a book would give you an idea of the themes and how they are organized. A survey of the index or bibliography tells you immediately whether the book contains what you need.

Let us take an example. Choose the appropriate reference by a quick survey: Here is a bibliography (list of books) on POLIMERIZATION. Decide which of the publications in the list are likely to give you: (encircle the appropriate letter) A brief introduction to the subject: a b c d e f Current developments in the field a b c d e f Historical study of the subject a b c d e f Various opinions by experts on the subject a b c d e f 2. Question: The second step in the SQ3R technique of reading is question. A survey of the text will surely raise a few questions in your mind regarding the text. Some of the questions could be Is the book useful or relevant to my study ? Does it provide some guidelines/information on the subject at hand ? However, as you go through the individual chapters, you might have specific questions regarding the topic. This will surely lead to gaining some insights into the text, topic and the author's comments. You will be surprised to see how your questions are answered in the process of reading and understanding the text. Therefore, don't treat reading as an automatic process. It has to be conscious and deliberate,.with a definite purpose, where you interact with the topic and the author. 3. Reading: After surveying and questioning, you begin the actual reading. You need to develop a critical approach to reading anything for that matter. Read the text over and over again, each time with a different question and a different purpose in mind. "I read it once and understand everything" kind of attitude is nothing but a myth. Hence, while reading for the first time, you should just focus on the main points/ideas and supporting details. 4. Recall: The fourth stage in reading comprehension is recalling. Reading is not an isolated activity. Every reading exercise increases your background knowledge. You should be able to connect the information gained with the already existing background knowledge. Recalling whatever you have read will enable you to connect and relate the content with the previous and future learning of the subject. This leads us to the next stage in reading i.e., review. 5. Review: Reviewing is nothing but checking whether we have followed the earlier stages promptly and efficiently. Have we surveyed the book, article, or magazine properly? Have we asked the appropriate questions relating to the content, have we read it critically and have we recalled the most significant details or information required for our study? These are questions that should be asked in the final stage of reading. Review will sharpen your critical ability, enable you to form your own opinions on the topic and express them to others. Try to practice these stages consciously in your reading and research and you will find this to be a highly rewarding experience. Q6. (a) List the importance of effective communication in the workplace Ans: The Importance of Communication in the Workplace Communication is the nerve center of business today. As you go up the corporate ladder, you will find that communication skills are required, more than technical skills. Communication research has revealed that among the factors most important for managerial success, communication skills rank above technical skills. Several surveys conducted among people who have been successful in their professions have indicated that communication skills are more vital to job success than subjects taken in college.

Communication has assumed even greater importance today, since the new model of business is based on teamwork, rather than on individual action. Teamwork requires greater coordination and communication. Communication is also required all the more in this age of information and technology. Without communication and human skills, technology will overwhelm an organization. Communication helps to make sense of technology and to manage all this information. For example, communication is required to explain a new computer program or software. While computers can perform routine tasks, jobs like responding to customers needs require a high degree of communication skills. Effective communication serves the following specific purposes in an organization Greater Awareness of Organizational Goals and Teamwork When there is open communication between superiors, co-workers and subordinates, there is smooth flow of information regarding the goals of the organization. Coordination between the different departments in particular, leads to greater motivation to work together towards achieving a common organizational goal, rather than working in isolation. Better Employer-employee Relationships By listening to employees, showing empathy and giving them the freedom to express their opinions without fear of being repressed, a manager can create a climate of openness that leads to better work relationships. Employees will then feel more comfortable in approaching their superiors and discussing any matter with them. Problem-solving Effective communication can help resolve conflicts between coworkers, work related and performance related problems. Faceto-face communication is especially suited for achieving this task, since it is one to one and highly personalized in nature. Improved Performance Effective communication by managers at the time of appraising the performance of their employees can point out areas for improvement. A constructive review of performance, through which a manager gives positive feedback and counsels the employee, instead of criticizing him for poor performance, can motivate the employee to perform better. Stronger Link between Managers and the External Environment Apart from internal communication within the organization, effective communication by managers with external audiences such as customers, government, bankers, media and suppliers leads to a better rapport with them.A manager will be able to understand the needs of his customers, be aware of the presence of quality suppliers of material, of government regulations and of the expectations of the community at large, only through proper communication. (b) Explain the advantages of oral communication with the help of suitable example. Ans: Advantages of Oral Communication Oral communication has some advantages compared to written communication. These include its personal quality, high interactivity, possibility of making immediate contact, instantaneous feedback and control over the receivers attention. Oral communication was also classified into oral face-to-face communication (meetings and presentations) and oral non face-to-face communication (teleconferencing, telephone and voice mail).While face-to-face meetings are more effective than non face-to-face communication in most ways, they are expensive and impractical sometimes, due to the distance factor. Thanks to advances in technology, meetings today can still take place without being face-to-face, through teleconferencing. Teleconferencing allows participants at distant locations to speak and sometimes to see each other. Apart from the high cost and the difficulty in setting it up, teleconferencing has the same advantages as oral face-to-face communication.

Example Several retailers like Walmart, the worlds largest retailer, make use of teleconferencing to keep their US headquarters in touch with their store managers worldwide. Some headhunters also make use of the facility to conduct preliminary interviews and shortlist candidates based in other countries, before inviting them for a face-to-face interview. Many multi-national corporations and large Indian organizations also use this facility extensively. In spite of its advantages, teleconferencing will not replace face-to-face meetings completely, since it is unsuitable for certain types of communication that involve brainstorming, negotiations, persuasion and problem solving. Telephone communication, another form of non face-to-face communication, has the biggest advantage of being able to contact a receiver who would be impossible to reach in person. Today, mobile phones have made it even easier to contact people who are on the move. Telephone communication also has a personal quality and permits the use of some non-verbal cues such as tone of voice, to enhance the communication. Voice mail is a type of telephone communication and is similar to an answering machine. Although it is generally inferior to speaking in person to the other party, it has some advantages. When you leave a recorded message, you can make your point felt and save time that might be wasted in exchanging pleasantries. Invitations can also be declined without having to give an explanation or reason, or having the other person talk back. Thus, there is greater control over how the message is composed and delivered. Besides, voice mail also makes it possible to keep a permanent record of the communication, unlike other types of oral communication. In spite of these advantages however, voice mail has not caught on in India.

Master of Business Administration Semester I MB0039 Business Communication - 4 Credits (Book ID: B1128) Assignment Set- 2 Assignment 2 Q1. Explain the purpose of keeping minutes of a meeting. What goes into the contents of minutes of a meeting? Ans: During the Meeting The task of conducting and moderating the meeting rests with the chairperson. He or she must be well versed with the procedures for opening the meeting, encouraging balanced participation, and solving problems creatively, concluding the meeting and managing time efficiently. We shall discuss each of these procedures in detail. 1. Opening the Meeting The manner in which the meeting is opened is important, since a good opening will ensure that the rest of the meeting will proceed smoothly. There are different ways of opening a meeting. Generally, it is best to sum up what has been stated in the agenda - including the goals, background information and expectations of the participants. It is also a good idea to provide an outline of how the meeting will proceed, as well as a time budget. Example We will begin the meeting with a ten minute presentation by Pat on new office equipment, followed by a fifteen minute presentation by Chris on office decoration. The last twenty minutes will be reserved for brainstorming among the group for creative ideas for the advertising campaign. 2. Encouraging Balanced Participation It is also the responsibility of the chairperson to encourage silent members to contribute to the meeting and to moderate the dominant members, so that they do not hijack the meeting. There are several techniques to encourage participation Encourage Participation in the Reverse Order of Seniority This means getting the junior members to speak or air their opinions first. If the senior people speak first, they may feel suppressed or be afraid to disagree with their superiors. Nominal Group Technique In this method, the meeting participants are encouraged to work and contribute their ideas independently. It consists of five different stages i) Each participant is asked to put down his or her ideas on paper. These are then collected by the chairperson or a discussion leader. ii) All the ideas are then written down on a chalkboard, so that everyone can view all the ideas, without knowing who has contributed a particular idea. This makes the method unbiased. iii) All the ideas are then discussed openly by all participants. The purpose here is to understand the ideas and not to judge them. iv) The ideas are then rank ordered by all participants, from the best to the least promising idea. v) The ideas that are ranked highest by a majority of the group are then discussed critically and a decision is made collectively on the best idea.

The above method is more suitable for decision making meetings involving important issues. Since the process is anonymous, there is less room for conflict and more freedom to air ones ideas. Encourage Participation In Turns In this method, the chairperson goes around in turns, to make sure that each member contributes to the meeting. This is a good way to break the initial silence and start off a meeting. Use Overhead QuestionsThese are questions that are addressed to the entire group and which may be answered by anyone in the group. Example Can anyone explain the reason for the sales decline? This method is good, as long as all members participate equally. * Use Direct Questions These are questions that are addressed to individual members. The idea is to get quiet members to speak out. Example What is your opinion on this issue, Pat? Direct questions should be used tactfully, since they tend to create a classroom atmosphere, which may be resented by the meeting participants. Use Relay Questions This is similar to an overhead question. When a member asks the chairperson a question, the chairperson refers it to the entire group, to encourage participation. Example Pat has a suggestion. What do you think of it? This type of question is particularly useful when the chairperson does not want to give his own opinion and influence the group. 3. Managing Time There is no prescribed length for a meeting. The duration of a meeting will depend on the type and purpose of the meeting. Generally, problem-solving meetings will take longer than other routine meetings. In any case, the chairperson should set a time budget for the meeting, depending on the agenda and ensure adherence to the time limit. 4. Keeping the Meeting Focused Often, a lot of time is wasted during meetings by going off track and by discussing topics that are irrelevant. In such situations, it is the responsibility of the chairperson, or the person moderating the discussion to make sure that the discussion remains focused on the topics mentioned in the agenda. Some of the techniques that could be used to do this are Reminding Members of Time Constraints When members dwell on a topic for too long, or engage in irrelevant discussions, the chairperson must intervene to remind members that time is running out and request them to proceed to the next item Summarizing and Moving On When an item on the agenda has been fully discussed but the discussion rambles on, the chairperson can quickly summarize the ideas, acknowledge the contributions and mention the next item to be discussed. Example I think we have generated a sufficient number of excellent, creative ideas for the advertising campaign. Maybe we should move on to discuss the media plan. Postponing Discussion of Irrelevant Ideas Sometimes, participants may waste time by coming up with ideas that are not relevant to the topic being discussed. In this case, the chairperson should be firm but polite, by appreciating the idea and promising to discuss it after the meeting. 5. Ensuring Convergence Convergence means hearing the points of view of all the members and then arriving at a decision. It is again the responsibility of the chairperson to bring the meeting to a point where an opinion emerges on each item of the agenda.

6. Summing Up This means summing up the different points of view, the decisions and the actions to be taken. This should be done by the chairperson, identifying the role of each person on each item of the agenda, along with a specified deadline. Example Chris will take the responsibility of contacting the media and sending material for advertisements and press releases by March 13th. 7. Concluding the Meeting The way a meeting is concluded is as important as the opening, since it will influence the follow-up action taken on decisions made during the meeting. The chairperson should know when and how to conclude the meeting. The meeting should normally be concluded at the scheduled closing time, unless important issues still remain to be discussed and members are willing to extend the meeting. Sometimes meetings may be concluded before the closing time, when key decision makers are not present, or when important information such as cost figures are not available. There are different ways of concluding a meeting. One way is to signal and indicate how much time is remaining, so that the group can wrap up the discussions. Another way is to summarize what has been discussed and decided and to mention the follow-up action to be taken. The role and responsibility of each member can also be mentioned, so that everyone is clear about what is to be done after the meeting. An important point to be remembered is to retain the goodwill of the participants, by thanking them for their contributions. Members who have made significant contributions should be acknowledged individually. Example I must thank all of you for coming up with so many wonderful ideas for making this inauguration a success. A special thanks to Chris for negotiating and getting a good deal on the office equipment. And to Pat for the excellent design of the new office floor plan. 8. Keeping Minutes of the Meeting Since meetings are called to take important decisions concerning the organization, it is important to maintain a permanent written record of the proceedings, which can be referred to at a later stage, or serve as a guide for action. Such a record is known as minutes of the meeting and may be done in an informal or formal manner, depending on the type of meeting. In the case of routine meetings, minutes are written in an informal manner, in the form of a broad summary of the proceedings. On the other hand, minutes for more formal meetings such as board and shareholder meetings are written in a specific format, recording the names and views of the different participants. The minutes may be recorded by any one of the meeting participants. A sample format for minutes for formal meetings is shown below Format for Minutes MEETING DATE _____________ TIME _________ PLACE ______________ PURPOSE _________________________ CHAIR _____________________ PRESENT _____________________________________________________ ABSENT ______________________________________________________ ITEM NO. SUMMARY ACTION BY WHEN WHO 1 2 3 MINUTED BY _________________ COPIED TO _______________________ NEXT MEETING DATE ___________ TIME _______ PLACE _____________

So far, we have looked at how meetings should be conducted from a chairpersons perspective. We will now look at how participants of a meeting should conduct themselves.

There is a meeting etiquette, or code of conduct that needs to be followed by participants. 1. Be brief and to the point It is important to focus on the topic mentioned in the agenda and to remember that there is a time limit for the meeting. Do not dominate a meeting by speaking more than what is necessary and do not engage in irrelevant discussions. 2. Do not say something for the sake of it Participation in a meeting does not mean just saying something, whether it is relevant or not. 3. Contribute to add value Adding value may be done by expressing a new idea, through constructive disagreement (e.g., why not do it this way instead?), by endorsing another persons opinion (e.g., I agree with you) or by seeking clarification ( e.g., Can you explain that again?). 4. Give credit where it is due It is good meeting etiquette to appreciate someone elses idea, if you think it is good. 5. Keep an open mind to facilitate convergence Dont impose your own ideas on others. Give others a chance to express their ideas, so that different viewpoints emerge on a single issue. 6. Do not interrupt If you wish to say something, always signal this by raising your hand politely at a suitable juncture. 7. Always address the chairperson Avoid bi-lateral talks and mini meetings, or discussions with other participants, as well as speaking in another language. Address your questions to the chairperson. 8. Use tools and technology with care As mentioned earlier, meetings today can be non face-to-face, thanks to technological advances. When using facilities such as internal messaging, teleconferencing and video-conferencing, remember to be brief and to avoid using the tool for its own sake. Q2. Prepare a brief notice to be put up on official notice boards, informing employees of your organization about a newly introduced, official bus service. Ans: Format, Tesco _hsc TESCO_HSC March 11th, 2008 Whitefield, Bangalore REF: ADM/N/81-82 NOTICE Sub: Tesco_HSC bringing the Official bus services to all employees This is to inform all employees of Tesco_HSC that a Official bus service is coming in to effect from Friday July 14th, between 10 am and 7 pm. A pick-up and drop back facility is being organized for all employees and. In view of this organistion has set up some rules to run the service in fine manner. All are avail use the bus service. Transport arrangements are bound by rules as follows, employees are requested to strictly adhere to follow the instruction provided in the portal.

1) Employees who are required to come in shifts other than the General Shift (8.15 AM to 5.15PM) will be provided with free transport facilities.

2) Employees in the General Shift using company transport will be charged Rs.800/(rupees eight hundred only) per month towards transport. 3) During the day (7.00 AM to 8.00 PM) the employee will be picked up from certain pre-determined nodal points. 4) The employee will be dropped at the residence if the shift ends between 8.00 PM and 6.00 AM. 5) Smoking is prohibited in company vehicles.
The objective of this policy is to ensure safe, affordable, quick, comfortable, reliable and sustainable access for the growing number of city residents to jobs, education, recreation and such other needs within our cities. This is sought to be achieved by: Incorporating urban transportation as an important parameter at the urban planning stage rather than being a consequential requirement Encouraging transport planning in all cities so that travel distances are minimized Improving access of business to markets and the various factors of production Bringing about a more equitable allocation of road space with people, rather than vehicles, as its main focus If found breaking above mentioned rules employee will be taken to strict action, post which he/she may be impose a fine of Rs.500 SENIOR MANAGER, HR

Q3. Write short notes on (a) Upward communication (b) Downward communication (c) Horizontal communication Ans: Formal Communication Network A formal communication network is one which is created by management and described with the help of an organizational chart. An organizational chart specifies the hierarchy and the reporting system in the organization. Therefore, in a formal network, information is passed on only through official channels such as memos, bulletins and intranet (email within the organization). The organizational chart implies that information can flow in any of three directions vertically, i.e., upward or downward, and horizontally. 1. Upward Communication This may be defined as information that flows from subordinates to superiors. Some of the reasons for upward communication include discussing work related problems, giving suggestions for improvement and sharing feelings about the job and co-workers.

This type of communication has both benefits and disadvantages. One of the biggest benefits is problem-solving. Once a subordinate has brought a problem to his superiors notice, chances are that the problem will not recur, since the subordinate learns from his superior how to tackle it the next time. Thus, his ability to solve new problems and therefore his managerial ability, improves. Another benefit that could arise from upward communication is that valuable ideas and suggestions may sometimes come from lower level employees. Therefore organizations should encourage this kind of communication. A third benefit is that employees learn to accept the decisions of management and thereby work as a team. The biggest problem associated with this type of communication is that it may lead to handing down of decisions by superiors. When subordinates frequently seek the superiors guidance, the latter may adopt an authoritarian approach and merely give instructions, disregarding the subordinates opinion completely. 2. Downward Communication This may be defined as information that flows from superiors to subordinates. The most common reasons for downward communication are for giving job instructions, explaining company rules, policies and procedures and giving feedback regarding job performance. A number of studies have indicated that regular downward communication in the form of feedback given to employees is the most important factor affecting job satisfaction. Therefore organizations today are trying to encourage more of this type of communication. There are both benefits and disadvantages associated with this type of communication. Downward communication that provides regular feedback will be beneficial if the feedback or review of performance is constructive. A constructive review is one where a manager counsels an employee, or advises him on how to improve his performance. On the other hand, a destructive review can destroy employee morale and confidence. Regular downward communication also creates a climate of transparency or openness, where information is passed on through official channels, rather than through rumors. Thirdly, downward communication boosts employee morale, since it indicates that management is involved in their progress. The problems with this type of communication are the danger of doing destructive reviews, as mentioned, and that of message overload. This means that superiors many sometimes burden their subordinates with too many instructions, leading to confusion. 3. Horizontal Communication This type of communication is also known as lateral communication. It may be defined as communication that takes place between coworkers in the same department, or in different departments, with different areas of responsibility. For example, Sales Managers and Advertising Managers in the Marketing department, or Marketing Managers and Finance Managers. The reasons for this type of communication are for coordination of tasks, sharing of information regarding goals of the organization, resolving interpersonal or work related problems and building rapport. The biggest potential benefit of horizontal communication is the sense of teamwork that is created. Regular communication of this type ensures that all co-workers work together towards achieving a common goal in the overall interest of the organization. The biggest potential problem is that conflicts such as ego clashes are bound to arise, when co-workers at the same level communicate on a regular basis. In spite of these problems, horizontal or lateral communication has become more important in todays business scenario than upward or downward communication. This is because the organizational pyramid indicating the different hierarchies or levels in an organization has flattened. This is illustrated by the diagrams given below. Q4. Go through business magazines and daily newspapers and select a situation when a company was facing a crisis (e.g., Coke and Pepsi pesticide controversy). How did the

company communicate with its shareholders and other stakeholders to overcome the crisis? Was the communication effective? Ans: Communication with Shareholders Shareholders are important internal stakeholders of an organization, since they are the owners of the company. Since the capital required is huge, there are no proprietors and partners any more. As organizations grow, shareholding is widely scattered. Therefore, it is essential to retain the shareholders confidence in the companys management, through effective communication with them on a regular basis. There are two situations when shareholder communication is extremely vital 1. If a company is doing well and wants to expand its scope of operations, or diversify into unrelated areas. In this case, good shareholder relations can help to raise the required capital and minimize borrowing from banks and financial institutions. 2. If a company is going through a crisis or difficult times, more communication with shareholders is needed. Take the example of Coke and Pepsi during the pesticide controversy. In such a situation, the company should be open with its shareholders and explain the problem clearly, including the steps being taken to overcome the crisis. Crisis communication is an important, but often overlooked area of shareholder communication. Lack of communication during a crisis encourages the grapevine among shareholders and leads to false rumors. For example, rumors may spread that the company is going to close down. On the other hand, if you tell the truth, chances are that your shareholders will stand by you. The appropriate media for communication with shareholders include both oral and written channels. Periodic mailers should be sent to all shareholders, giving a fair and truthful representation of the companys results and progress on various fronts. In areas where there is an aggregation or concentration of shareholders, shareholder meetings and conferences should be held, making presentations on the companys progress. When the company is going through a crisis, shareholders should be taken on project site and factory visits, to show them the measures that are being taken to solve the problem. The overall guiding factor in communicating with shareholders should be that they are the owners of the company

Two examples are given below of two companies, Cognizant and Reliance, that are well known for effective shareholder communication. COGNIZANTS COMMUNICATION WITH SHAREHOLDERS Cognizant is a leading provider of IT services, based in New Jersey, USA. They have won national acclaim in the US financial media for being one of the most shareholder friendly companies in the US. In a survey where respondents were asked to rate various companies on criteria such as financial performance, communication with shareholders, investor relations and quality of corporate governance, Cognizant was ranked the highest. Shareholder friendly companies were described by respondents as those that are known for their policy of openness and high quality of communication with their shareholders.

RELIANCES COMMUNICATION WITH SHAREHOLDERS In India, one out of every four investors is a shareholder of Reliance. The company has set up a firm of Chartered Accountants as Internal Security Auditors, to audit the transactions and communication with shareholders. The Board of Directors of the company has also appointed a Shareholders/Investors Grievance Committee, for examining and responding to shareholders complaints with regard to transfer of shares, non-receipt of balance sheet, declared dividends, etc. The Committee also makes recommendations on how to improve the overall quality of investor services.

Q5. Discuss the different types of business reports Ans: Types of Business Reports Reports may be classified based on several criteria, including their use (progress reports and financial reports), purpose (informational, analytical and persuasive reports), frequency of preparation (annual, monthly, weekly and hourly reports), length (short and long reports) and whether they are internal to the business, or are used outside the business. The most common types of business reports may be divided into the following categories 1. Periodic reports These are reports that are prepared on a regular basis, for both internal and external audiences. Their purpose is solely to inform. Examples of this type of report are a) Routine management reports These are reports such as equipment reports and sales updates and are prepared for internal audiences. b) Compliance reports These are submitted to external stakeholders, such as the government, stating compliance with regulations such as environmental norms. c) Progress reports These reports may be prepared for both internal audiences such as top management and shareholders, as well as for external audiences such as customers. A project report stating progress on a long-term project is an example of this type of report. 2. Proposals Unlike periodic reports, the purpose of a proposal is to persuade. Proposals may be prepared for both internal and external audiences. Examples of proposals include research proposals and marketing strategy proposals to top management, proposals to the government to grant funds for building a research facility and proposals to consumers to buy a companys products. 3. Policies and Procedures The purpose of these reports is solely to inform. They are also prepared only for internal audiences. Examples include reports on company policies and procedures, written by top management and sent to all employees. This is part of downward communication. 4. Situational reports These are one-time, exceptional reports that are prepared when a unique event occurs. For example, if sales of the company has shown a significant decline, a study may be carried out to determine the reasons for declining sales and a report prepared on the findings. Similarly, a market feasibility study may be carried out before launch of a new product and a report prepared, based on the study. The purpose of such reports is usually to inform, analyze and persuade.

Format for Business Reports The format for a business report will depend on the length of the report. Length also determines the degree of language formality. The simplest format for a report is the memo format, which is a one-page report. For example, calling attention to a meeting or to a problem, may require only one page or less and could be written in a memo format. Such reports will also be more informal than longer reports. Memos were discussed in detail in an earlier unit. As the complexity of the problem increases, additional pages may be required .The writer of the report will then decide that the report is large enough to be dressed up with a few extra parts. For example, a title page may be added to the report to impress the reader. Or, a letter addressed to the reader may be included, to indicate that the report is complete and is being sent. This is known as a letter of transmittal. Therefore, as the size of the report increases, a number of extra parts may be added, in order to assist the reader in understanding the report. The report will then take on a different format Consider the following two-page persuasive proposal, written in a manuscript format, which includes a caption, subheads and a summary, to help the reader in understanding the report clearly. A one-page memo report would not require any of these items.

PTO

SAMPLE PROPOSAL THE BUSINESS WRITERS HOTLINE A Proposal submitted by Prof. Steve Martin Silicon Valley College of Bangalore, Karnataka, to the Fulbright Foundation April 3, 2008 All business writers have queries about writing style from time to time. The Business Communication faculty at Silicon Valley College of Bangalore often receives calls from business writers, asking questions about the tone, writing style and format of business letters and reports. Although a couple of business writers hotlines exist nationwide, none is available in the city of Bangalore. Thus, the Business Communication Faculty of Silicon Valley College requests that a grant for Rs. 1.5 lakhs be awarded, for the purpose of setting up and operating a Business Writers Hotline for one year. This will benefit business executives in Bangalore city and the students, faculty and staff of Silicon Valley College. Benefits of the Project The project will fund the establishment and functioning of a Business Writers Hotline, in which senior professors of Business Communication of Silicon Valley College will answer telephone queries, on the subject of grammar, writing style and format. This service will be offered at no cost to users and will be available five days a week, from Monday to Friday. This hotline will1. Enhance business productivity, by reducing errors in writing that can cause communication problems, unnecessary delays, or even wrong decisions. 2. Provide a useful service to business writers, including business executives, college students and faculty, who presently have no other way of clarifying their doubts and questions. 3. Project a favorable image of the college, as an asset to the business community in Bangalore. Q6. List the different steps involved in report preparation Ans Activity Imagine that you are the Librarian of your college and that you have been asked by the Principal to submit a proposal for reorganization of the library. Write a report with your recommendations for making better use of the space available and for computerizing the facilities. Steps in Report Preparation Since reports are a key to the success of any business, they should be carefully planned, organized, written and presented. A lot of groundwork should precede the actual writing of the report. We shall briefly discuss the five main steps in report preparation 1. Planning the report The first question to be asked before gathering information and writing the report, is regarding the type of report that is required. We classified reports into four main types, based on the purpose, the audience to whom they are addressed and the frequency of the report. Secondly, it must be remembered that most reports are required by management to solve a problem, or to make a decision. Therefore, the basis, or starting point for a report is a problem. Reports are written after a problem is analyzed and a solution to the problem is found. The problem may be of a day-to-day nature, such as determining which brand of overhead projector to recommend for purchase. Or, the problem may be a negative one, such as sales of the company showing a decline. In any case, the problem is the single fundamental issue to be addressed in the report and should be clearly determined, right at the outset.

Once the problem has been defined, it must be broken up into sub issues or sub problems, by asking the questions what, why, when, where and who?. Example Suppose the purpose of a study is to survey clerical salaries in public sector banks in Bangalore city, in order to determine whether salaries in your bank are competitive and consistent. The problem may be broken up as follows What? A study of clerical salaries Why? To determine whether salaries in our firm are competitive and consistent When? Current Where? Bangalore city Who? Clerical employees in public sector banks Asking the above questions determines the exact scope of the study and reduces the problem to a workable size. The next step in planning the report is to do an audience analysis. We have seen that reports may be addressed to internal or external audiences of an organization. Some of the questions to be asked about the audience, or the reader of the report are Is the audience internal or external to the organization? Who is the specific audience or reader? - for example, top management, customers or the government? Reports written for the government and for top management should be more formal than for other audiences. Is the audience known to you? What is the level of knowledge of the audience? Is the topic familiar to the reader? If the report is of a technical nature and the reader is a layperson, the technical terms may need detailed explanation. What is the level of interest of the reader? If the report has been solicited or authorized, the readers level of interest will be high. On the other hand, if the report is voluntary or unsolicited, it may have to sustain reader interest. The tone, length, complexity and degree of formality of the report will depend largely on the readers characteristics. For example, reports addressed to peers would adopt a more conversational tone, while reports on company policies and procedures addressed to subordinates would adopt an emphatic tone. 2. Selecting a Method to Solve the Problem After defining the problem and doing an audience analysis, a method has to be selected to collect the necessary information to solve the problem. Broadly, information may be gathered using secondary research methods, such as books, magazines, newspapers, internet and other available sources, or through primary research methods, such as surveys that provide first hand information. 3. Gathering and Organizing Data Once the method of gathering information has been selected, the actual process of gathering the information begins. Since this is time consuming and expensive, only information that is relevant to the report and the study must be gathered. The raw data should be evaluated for its usefulness and organized in a form that is meaningful to understand. Tables, charts, graphs and summaries should be used to do this. 4. Arriving at a Conclusion Once the information has been checked for its validity and reliability, it must be interpreted and conclusions drawn. Correct interpretation of the data is needed for the success of the report. Sound conclusions cannot be made if the interpretation of the data is faulty. A common mistake made in the interpretation of data is the tendency of the researcher to use subjective judgments, instead of objective reasoning based on facts. 5. Writing the Report The actual process of writing the report should begin only after a satisfactory solution to the problem has been found. As pointed out earlier, a well written report that contains a bad answer is worse than a badly written report that contains a good answer.

Once you are ready to begin writing, certain procedures for writing should be followed Set a date for completion of the report and get started early Begin by first preparing an outline and writing an initial draft, which can be refined later. Starting late is bound to affect the quality of the report. Start with an easy section It is best to start writing those sections of the report which you feel are easier than others. This will help you to get into the rhythm of writing, which will be carried over to the more difficult sections. Write quickly, with the intention of rewriting It is better to put down your thoughts on paper in the form of a rough draft and to get this done quickly. Once this difficult part is over, it becomes easier to improve. Set aside uninterrupted writing time A long block of uninterrupted writing time, such as three to four hours a day, should be set aside for writing the report. Interruptions can make you lose your train of thought. Review and rewrite where necessary Ideally, the report should be reviewed a couple of times, to see if any improvement is needed. The first review should be to see if any improvement in content is needed, while the second review should check for any errors in writing style, grammar, spelling and punctuation. Reports should also be written in a convincing manner, so that the reader accepts them as valid and reliable. Some suggested techniques of conviction include the following State facts in an objective manner Avoid using superlatives and emotional terms that introduce bias in the research, or that suggest that you are passing judgment. For example, avoid saying There was an incredible increase in sales, compared to the last year. Instead, simply state the amount or percentage of increase. This will be more acceptable to the reader. Provide expert opinions Although facts are more convincing than the opinions of others, they may not always be available. In this case, the opinions of a specialist in the field may be presented, highlighting the background and experience of the expert. This can enhance the credibility of the report. Example This is the opinion of an eminent lawyer, who has over three decades of experience in dealing with similar cases. Use documentation Footnotes are citations that are placed numerically at the bottom of the page in the body of the report, along with the direct references. This is one way of mentioning the sources of information presented in the report. A bibliography, or list of references, explained earlier, is another way of providing documentation. This helps to convince the reader that the information is based on reliable sources. Business reports should be carefully worded, adopting certain techniques of writing style Use concrete nouns Business reports should use concrete nouns, rather than abstract nouns as the subject of sentences, since they are easier to visualize. Example Mr. Johnson authorized the study. Here, Mr. Johnson is a concrete noun and is easy to visualize. Compare this with the sentence Authorization for the study was received by Mr. Johnson. Here an abstract noun, authorization, is the subject of the sentence and is harder to visualize. . Avoid pronouns referring to the writer or reader The first person pronoun I and the second person pronoun you should be avoided in business reports, as far as possible. The use of I risks placing more emphasis on the writer of the report, rather than on the ideas.

Example I conducted face-to-face interviews with fifty respondents. This draws more attention to the report writer and should be avoided. It is better to emphasize the idea that Face-to-face interviews were conducted among fifty respondents. Use tenses correctly If you are writing a research report and reporting or summarizing some of the findings, the past tense is preferable. Example Almost 80% of the respondents were not aware of the new product. Of the remaining 20%, five respondents were satisfied with the products features. However, once the findings have been presented and you are drawing conclusions, the present tense should be used. Example The above figures clearly indicate the need for more advertising to create awareness. Use transition sentences - The report should be written so as to flow in a logical sequence. A transition sentence summarizes one section of the report and leads the reader smoothly into the next section. Example While the costs of this new initiative are more than what were anticipated, the benefits outweigh the costs, as listed below. This sentence leads the reader from a discussion on costs to a section on benefits, as a result of a cost-benefit analysis. * Define key terms carefully Important terms and words should be defined properly, explaining what the word means, rather than what the word is about. Example A dictionary is a book containing an alphabetical list of all words in a particular language is a more complete definition than A dictionary has to do with words in a language.