This company performed very well in the last two years.

During this we achieved the highest sales and

profit. However, there were some customer complains which can be a reason for concern as they
provide us ROI. As a result of some complains there will be a meeting tomorrow at 10am which
everyone in the office must attend.

Good morning to all the Ladies gentlemen present in this meeting today. As you all are aware that the

topic of this meeting is discussing various customers complains that we have received in the last

two years. First, I want to request both Mr. Karim and Khadiza to discuss some of the findings in

the report. I am sure you all are fasting and hell tired but this is a very important meeting. I hope

that seniors in this meeting will have the patience to sustain for 2 hours as it will be a very long

meeting. If any one has any question then he can ask after the discussion ends.

2. Discuss the process of business communication by using suitable examples? (10)

Business communication process has been defined as transferring of a thought or idea from one person or
group of persons to another person or group of persons so that it can be understood and acted upon
and business communication process is the system by which a message goes to the sender from the
receiver in an organized way.

So, we can define business communication as the method by which sender and receiver exchange
necessary information. Different writers have showed business communication process in different ways
through different models.

Although we may view the communication of a business as a network of information flow, we must keep
in mind that a business organization consists of people and that communication with those inside and
outside the organization occurs among people. It is also helpful to bear in mind that, by and large, each
act of business communication is designed to achieve particular goals.

A Model of Business Communication

From figure 01 shows the Business Communication Process which contains ten elements. Sender describe
as Communicator: 1 and Receiver describe as Communicator: 2, are the two major parties; message and
media are the major communication tools

A Model of Business Communication Process

Communicator:1 → Communicator:2

1. Senses a communication need. ←

2. Defines the problem
3. Searches for possible
solutions
4. Selects a course of
action (message type,
contents, style, format,
channel)
5. Composes the message 7. Receives the message
6. Delivers the message 8. Interprets the message
9. Decides on a response
10. May send a responding

Figure: 01

No one can know exactly what occurs inside the minds of communicators when they undertake to create a
message, but researchers generally agree that the process includes the following activities, generally in
this order:

1. Sensing a communication need: A problem has come to our attention, or we have an idea about
how to achieve a certain goal. Perhaps we got an email of complaint and we must answer it, or
perhaps we have noticed that the company could benefit from automating a certain procedure.
Whatever the case, we plan an action is in order, and we feel that some form of communication
will help us to achieve the desired state.

2. Defining the situation: To create a successful message or plan a communication event, we need to
have a well-informed sense of the situation. For example, if we have received a letter of
complaint from a customer, what exactly is the problem here? Does he have a legitimate point?
What further information might we need to acquire in order to understand the situation? In what
ways is this problem can be solved? How might we or our organization’s goals be hindered or
helped depending on our communication choices?

3. Considering possible communication strategies: when our definition of the situation takes shape,
we will start considering different options for solving it. What kind of communication event will
be initiated, and what will we want to achieve from it? What image of our self, our company, and
our communication partners might we project in our message? To generate a good solution, we
will need to think about and research our potential audiences and their contexts, our own goals
and contexts, our relationship with each audience, and any relevant larger contexts.
 4. Selecting a course of action: Considering the situation as we defined it and looking at our
communication options, we will consider the potential costs and benefit of each option and select
the optimum one. Our decision will include preliminary choices about the message type, contents,
structure, verbal style, and visual format, and about the channel we will use to deliver the
message.

5. Composing the message: Here is where we either craft our message, carefully working out its
contents, structure, verbal style, and visual format, or plan our strategy for discussing our solution
with our audience. If we have decided to present or initiate our message orally, we will make
careful notes or perhaps even write out our whole message or presentation and design any visuals
we may need. If we have decided to write our message, we will use our favorite strategies for
composing effectively.

6. Sending the message: When our message is prepared or carefully planned, we are ready to deliver
it to our intended recipients in the channel we have chosen. We should choose a good time to
deliver it, realizing, for example, that Monday morning may not be the best time to make an
important phone call to a busy executive. We also consider sending auxiliary messages, such as a
“heads-up” phone call or e-mail, that could increase our main message’s chances of success. We
want to do all we can to ensure that our message doesn’t get lost amidst all the other stimuli
competing for our intended audience’s attention.

A communicator may begin a communication event with a certain conception of the situation and then
discover, upon further analysis or the discovery of additional facts, that this conception needs to be
revised in order to take into account all the involved parties and their goals. If all goes as planned, here is
what will happen on the recipient’s end:

7. Receiving the message: Our chosen channel has delivered our message to each
intended recipient, who has perceived and decided to read or listen to our message.

8. Interpreting the message: Just as we had to interpret the situation that prompted our
communication, our recipient now has to interpret the message we sent. This activity will involve
not only extracting information from the message but also guessing our communication purpose,
forming judgments about us and those we represent, and picking up on cues about the
relationship we want to promote between the communicators. If we have anticipated the
recipient’s particular contexts and interests successfully, they will form the impressions that we
intended. The recipient may prompt the initiating communicator for help with this interpretive
act, especially if the communication is a live conversation.

9. Deciding on a response: Any time we send a message, we hope for a certain response from our
recipient, whether it is increased goodwill, increased knowledge, a specific responding action, or
a combination of these. If our message has been carefully adapted to the recipient, it has a good
chance of achieving the desired response.

10. Replying to the message: The recipient’s response to our message will often take the form, at
least in part, of replying to our message. When this is the case, the receiver is acting as
communicator, following the process that we followed to generate our message.
Communication is not just about information transfer. The creation and maintenance of positive human
relations is also essential to business, and thus to business communication. Every act of communication
conveys an image of one party of the way they regard those to whom they are speaking
or writing. Successful business communicators pay careful attention to the human relations dimension of
their messages.

3. Explain the various techniques which you can use to write short sentences for any kind of

formal or informal writings? (10)

Overly long sentences are a common problem in business communication writing. because we need a
variety of sentence lengths in our writing, just as we do in our speech. When our sentences are too long,
we tend to lapse into the passive voice and we risk making tense and punctuation mistakes. Run-on
sentences also distract the writer and the reader. We tend to veer off course and forget the purpose of
our communications. They also force the reader to work harder. However, a common barrier to
comprehension is when every sentence is too long, so that’s what I’m focusing on here.