Business Communication

June 2022 Examination

Q1. You are the Team Leader with Amazon. A new group of interns has joined the
company. You have been given the responsibility of explaining to them how to draft
business messages. You explain to them about, 'Adapting the message to Your Audience.'
This can be done by -

 Using the You Attitude;

 Maintaining Standard of Etiquette;
 Emphasizing the Positive and
 Using Bias-Free Language.

Explain these giving appropriate examples of each. (10 Marks)

Answer 1: Introduction When developing business messaging, there are four traits of taking
note of client demands:

1. Writing and talking in perspective of your viewer's dreams, goals, aspirations, & picks
rather than your own is known as the "you" approach. Composing with all of this mindset
is critical to accurate communications because it demonstrates to your reader that you
may be considering their interests, now not except your own.
2. Social etiquette no longer means recognizing your viewers but contributes to a more
efficient communication environment and reduces ugly visceral responses.
3. Any intentional piece of journalism that offers vital information to the target market in a
straightforward, concise, & appropriate way is considered corporate communication.
Attentive presenters see the difference between conveying unfortunate information and
 being nasty. They search for possibilities to sell essential factors even though without
obscuring the horrific information.
4. Turning into responsive entails averting biased terminology that categorizes or
stigmatizes people's gender-based, color, nationality, aging, or disabilities in unjust or
immoral ways.

Concepts and applications

Using the You Attitude;

Speaking and writing in the perspective of your viewer's dreams, targets, aspirations, and choices
are focused on communications and the "you" method. You may acquire the "you" mindset using
substituting phrases like "I," "me," "may," "we," "us," as well as "ours" with "you" & "yours".

Examples

• Rather than That: We may want to most effectively guarantee a prompt response to
purchasing patron orders on Tuesday; the rest of the week can be jam-packed.

 That is what you should write: Kindly percentage your purchasing provider request on
Tuesday if you need a speedy answer.

Maintaining Standard of Etiquette

Suitable manners now not simplest include respecting your viewers. Still, it also tends to make a
more productive conversation environment by reducing unpleasant feelings and emotions: report
the reality nicely and reasonably.

Example

• Rather than that: You have succeeded in wiping out the entire website again because of your
inept coding -we've been ready two weeks for our buyers, and we will want it now!
 Just write that: - Let's check the top recent website online improve to see how we can make it
higher. - Our shooting schedule is based on delivery times of components and materials.
However, the purchase you pledged to provide weeks in advance is yet to arrive. Please reply as
soon as viable with a unique arrival date.
Emphasizing the positive

Throughout your career, you will be confronted with times in which you need to deliver
unwelcome information. Intuitive negotiators, then again, understand the distinction between
conveying terrible statistics and also being unpleasant.
Example
Rather than that: In case you do now not settle your notable fee within ten days, we will tell all
three credit bureaus.

 Just write that: If you settle your past-due invoice within ten days, you can avoid a terrible
mark on your credit history.

Using Bias-Free Language

Evades phrases/expressions that categorize or stigmatize people due to gender, color, nationality,
aging, or disabilities in an unjust or maybe immoral manner.

Bias based on gender

Use the identical identifiers for everybody, irrespective of gender, to save you discriminatory
terminology. E.g., do not address a woman as chairwoman before addressing a man as chairman.

Bias based on race and ethnicity.

Avoid labeling people primarily based on their race or ethnicity, except it's far essential—which
it usually is. E.g., in place of saying Pythagoras makes a specialty of mathematics, as one may
expect, say that Pythagoras become a proficient mathematician.

Bias based on age.

Always carry up a person's age when everything is suitable. For example, instead of saying
Afifa,30, is the newest member of our trusted branch, say that Afifa is the most modern member
of our depending on the department.

Bias based on disability

If you, in reality, should refer to somebody's disability, begin with the person and end with the
disability. As an example, say "workers with physical impairments," as opposed to "handicapped
workers," you emphasize the whole individual instead of just the condition.

Conclusion

To finish this, speaking & composing in the angle of your viewer's dreams, targets, desires, and
selections are referred to as embracing the "you" approach. It's all expressing valid concern for
your viewers' requirements and showing great enthusiasm for them. You may make use of "you"
multiple times on one web page but disrespect your customers or overlook the fundamental
problems of your visitors. for example, in place of that: we provide song players with the storage
capability of 50, 75, or 100GB, write that: you could choose amongst tune players with
information garage of 50, 75, or 100GB. Use extreme caution when interacting with employees
similarly up the organizational ladder or from our business. Don't ever attempt to disguise
terrible news; instead, awareness of advantageous components to help you higher connects with
your viewers. If you're speakme in particular about hazardous sludge, talking in your
surrounding vicinity about just the dumping of "commercial via-products" could've been
immoral. So, in this manner, the messages are communicated using the proper method.
Q2. Lisa, a commerce graduate, has been working in the field of Finance for the last 3
years. She now decides to do her post-graduation in management at a reputed college. As a
part of her documents, Lisa requires a recommendation letter from her former professor.
Imagining yourself to be Lisa, write a letter to your former professor requesting him to
write a recommendation letter for you. Take care to refresh the professor's memory
because you had passed out three years ago. Creatively assume any other details that you
need for writing the request letter. (10 Marks)

Answer 2: Introduction: You might have to ask any person to write this recommendation letter
with you at some time. Don't forget to inquire for a letter of advice from old employers,
supervisors, professors, advisors, customers, or suppliers. Start your recommendation letter with
a welcome that acknowledges the letter's recipient. If in any respect possible, introduce them by
using their first names. Use a professional, company salutation like "To whom it can situation" if
this is not allowed. If you come and ask someone, talk to them once more about the suggestion
before sending an affirmation mail with more significant records. Such as your biography, the
work records, and other relevant information. Information about the idea, as well as a particular
closing date. You could also offer them the supplied report. Ask for a minimum of two weeks
even before the message is because it allows enough time for your recommendation letter to be
finished since they may be targeting numerous messages simultaneously. That is incredibly
genuine for teachers.
Concepts and Applications

Letter for requesting the recommendation letter for higher studies

Dear Mr. [Ahmad Iqbal],

I hope you're doing well. I hope you consider me as I was graduated three years ago in trade and
I used to be a brilliant student in all subjects. I'm applying to the NUST University for Post-
graduation Studies in management. I would like to recognize if you'll be willing to write a sturdy
letter of advice on my behalf. I had a fantastic time as your student. I feel you could certainly and
successfully vouch for all the capabilities and abilities that I've displayed throughout our time
collectively as my teacher.

I might want you to concentrate on my intellectual achievements and management talents for
your reaction. You might consider that I was the program's chief of the team on the
entrepreneurship mission. Your letter may be used for admission as that is the requirement. I
hope you remember me as an outstanding student in your course.

Please be as precise and straightforward as possible in your letter, and include examples. You
have got proper to be covered in sores and academic standing in your letter, and I appreciate that
you took the time to observe my request. 20-3-22 is the timeframe for delivering the letter. I've
protected all the info you may require while writing the letter. If you require any extra data,
please get in touch with me.

Thanks for your precious time and help.

Yours sincerely,

LISA

A advice letter is documentation that emphasizes a human's attributes and perseverance to assist
them with their candidacy. The man or woman can use it to resource their access into an
undergraduate setting or a profession. On many university applications, letters of commendation
are a prerequisite. While enrolling for educational research or, in some instances, graduate
school, you will generally require any person to two of these statements. Regularly, the
document is issued by way of anyone who has interacted with them all through an academic
subject scenario. It presents a reference's description of an individual's credentials, comprising
abilities, traits, goals, and achievements, to faculties or corporations. While someone qualifies
for a group or a profession, a recommendation letter from a professor or manager is vital. Consist
of a critical witness to an institution or company on behalf of a minor via composing the
statement. It'd assist a student in distinguishing from the opposite candidates if you compose a
genuine and first-rate advice letter for them. I present strategies and illustrations on this
submission to support the reader in writing a successful recommendation letter for a candidate.
Many establishments and agencies are on the lookout for people who can help them develop and
expand. A potential company can be curious about mastering how the student might benefit the
company to increase and add cost to the surroundings and workplace.

Conclusion

To conclude this, the recommendation letter is wanted as Lisa as I want to be admitted to the
college for a similar education. That is why a recommendation letter is necessary, highlighting
my skills, talents, and the way I have finished my research and my conduct at some stage in the
graduate take a look at the university. So, for making use of further, alongside documents, there
may be a demand for a letter of recommendation. that is why I have asked that letter of
recommendation from my professor, who is aware of approximately how was I as a student there
and what become my manner of behaving there and how I participate in all the activities relating
to my problem. My professor is likewise a first-rate examiner in the university. He considers my
request for the letter, as he knows how critical a recommendation letter is and is aware of and
recalls me even after three years of graduation because of his first-class student.

Q3. Write a complaint letter to the Director of Consumer Grievance Redressal Cell based
on the facts given below: You are Jass Javvy. You bought a Kitchen Aid stand mixer from
Flipkart on 1 January 2022 for an amount of Rs.40, 000. This included delivery and a 40-
day money-back offer. As the stand mixer did not perform satisfactorily you decide to
return it to Flipkart and send it back on 5th January. You call the company every week
and the representative informs you over the phone that the transportation and handling
charges, as well as money equivalent to the price of the mixer, would be credited to your
account. On 15th March you receive a statement for your credit card and to your dismay,
you find that no credit has been applied to your account for the mixer, its transportation,
and handling charges. You are dissatisfied and decide to write a complaint letter.

a. What is the appropriate 'tone' of a letter of claim? How will the tone affect how the
reader responds? Explain (5 Marks)
Answer 3a: Introduction: The professional author must intend for a general message that is
competent, respectful, and genuine; one that employs exceptionally accurate and subordinate;
one that is free from discrimination; one that emphasizes the "you" mentality; and one that is
composed at a proper diploma of complexity. A claim statement, additionally referred to as a
criticism letter, is a convincing letter submitted using a purchaser to a company or organization
to recognize a difficulty with an excellent provider. In this way, a letter is written.
Concepts and applications

To hold the competence of the demand, the tone of a letter ought to be held at least company
moderate, if not company casual. Further, the proceedings need to be written with the
expectation that the petition could be expected upon submission. Complaints letter ought not to
be harsh in tone; take into account, this proposed letter objectives to acquire compensation in
some way, no longer most effective to criticize. As a result, the mindset needs to be slight at best.
Once you've got a situation, complaint, or item, you should write a formal complaint. This
message must be written in a courteous tone. Your complaint's specific records or conditions in a
claim letter make careful to consist of all applicable information concerning the complaint.
Quantify the number you need to gather or the activity you need the readers to carry out and the
cut-off date for doing so. Please consist of any documentation this is associated with your
criticism. The method an author has closer to the situation cloth, and the target market is called
tone. The tonality of textual content might influence the author's belief in the author's goals. As a
result of those judgments, the viewer's perspective towards the content and the author may be
inspired. While making vital decisions on phraseology, sentence construction, and clarity of
information, authors should preserve the goal and readership in their writing in attention and
proper way.

Conclusion

In communication, tonality relates to the journalist's perspective closer to the listener and the
letter's subject matter. A complaint statement typically starts (and even occasionally ends) with a
demand for changes, including a repayment, substitution, or compensation for losses. However, a
friendly greeting about the change or item can be liked. Your war of words ought to be expressed
explicitly in a claim declaration. It needs to specify what response you anticipate the controlled
provider taking additionally. And right here is the template grievance letter that scholars may
want to use as a guideline when writing their personal.

b. Assume you to be Jass Javvy and write a complaint letter to Flipkart. (5 Marks) –

Answer 3b: Introduction: The general tone of a personal text affects the reader, much as the
intonation of one's speech impacts listening in regular conversations.
A complaint letter, also known as a declaration letter, is a powerful letter submitted by a client to
a corporation or organization to understand an issue with an item or brand. A claim assertion
starts typically (or even occasionally ends) with a demand for adjustments, including
reimbursement, substitution, or compensation for losses.

Concepts and Applications

Complaint letter for refund
Date: 19 March 2022
To, Director of Consumer Grievance Redressal Cell
Subject: Complaint Letter to Flipkart about the refund
From,
Name: Jass Javvy
Respected Sir
My name is Jass Javvy. I purchased a Kitchen resource stand mixer from Flipkart on 1 January
2022 for Rs.40 000. This protected shipping and a 40-day money-back offer. Because they stand,
the mixer did no longer perform satisfactorily, so I determined to return it to Flipkart and ship it
back on 5th January. Then I named the business enterprise each week. The representative
informed me over the smartphone that the transportation and handling prices and cash equivalent
to the mixer rate might be credited to my account.

On 15th March, I received a declaration for my credit scorecard. To my dismay, I locate that no
credit has been implemented to my account for the mixer, its transportation, and handling
expenses.
This is the formal letter to you as I want the refund of my object that I have returned because it
was now not working satisfactorily. I hope to acquire the credit score in return for the
combination within 2-3 days.

Yours simply.

Jass savvy.

One clean gain of submitting a formal criticism is that you will be able to have your things fixed.
However, this transpires in a minority of instances. In my attitude, a few companies and those
that assisted them were undertaking to answer consumer lawsuits.

Conclusion

With the aid of articulating in reality and respectfully the one-of-a-kind troubles that are the
point of interest of your anxiety, frustration, and bitterness, sending letters of complaints enables
you to gain resolution and circulate forward with your existence. A claim letter is brought as a
legally enforceable medium of interaction that can be used as documentation if a complaint is
dragged to court. In most situations, courtroom hearings are unnecessary because the
organization's beneficiary frequently responds with adjustments letters, which resolves the
dispute.