1. You are the Team Leader with Amazon. A new group of interns has joined the company.

You
have been given the responsibility of explaining them how to draft business messages. You
explain 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)
INTRODUCTION
Communication is essential in every element of life, whether it's a casual talk with friends,
family, or a teacher, or a business meeting. Amazon.com is a massive Internet-based company
that sells books, music, movies, home goods, hardware, toys, and a variety of other items
either directly or as a middleman between other sellers and Amazon's vast customer base.So
here when talking about the new interns who have joined the team of Amazon it is very
important to make them understand about how to draft business messages so that they are able
to communication their ideas and messages effectively and without harming any feelings or
make any message any barrier in communication.
Adapting Your Message to Your Target Audience Rather, adaptability guides a speaker's
expressive and content choices for a display. Audience adaptation typically entails walking a
thin line between over-adjusting and under-adjusting - a distinction that may be more
significantly recognised by understanding the overall components of this competence.

CONCEPT AND APPLICATION

Using the You Attitude
Accentuating what people need or need to know in professional communications, letters, and
reports is likely to inspire generosity and favourable outcomes. The "you disposition" in
skilled composing denotes looking at a subject from the standpoint of the pursuer rather than
our own.
Me Attitude: I have mentioned that your request is conveyed today.
You Attitude: You will accept your request by Wednesday.
Maintaining Standard of Etiquette
Business letters are not a former approach to imparting that has been turned out of date by
PCs. It's as yet essential to comprehend how to compose business letters, whether you're
sending them through the postal assistance or as an email. Independent of the technique for
correspondence, you will have to know how to compose a business letter and comprehend the
principles to guarantee you're conveying successfully.
Today, business letters are as yet utilized for some kinds of correspondence. They can be
shipped off convey a thought, make or acknowledge a proposition, ask about a task, demand
data, and that's only the tip of the iceberg. Generally, business letter rules are straightforward.
The business letter ought to adhere to a guideline configuration to guarantee all that looks
spotless and ought to be liberated from blunders.
Emphasizing the Positive
Utilize Positive Language Whenever Possible
Word choices may have a huge impact on the overall tone of a message, even if they aren't
noticeable. For instance:
Negative: Avoid negative language whenever the situation allows.
Positive: Use positive language whenever the situation allows.
Accentuate what is the case as opposed to what isn't. For instance:
Pessimistic: The gathering room can fit 20 individuals because of restricted seating.
Positive: The gathering room has seating for up to 20 individuals.
The negative phrases "as it were" and "limited" add length to the statement and make it seem
negative. Regardless, the following line expresses a comparable idea in a more brief and
positive manner.
Underscore the Benefits for the Reader
Demonstrate how this will help your pursuers while suggesting that they do anything. Making
sense of the benefits provides positive rather than negative inspiration. Here are a few models:
Negative: If your structure isn't submitted on schedule, you cannot go to the occasion.
Positive: Submit your structure on schedule so you can go to the occasion.
Negative: Visitors without passes won't be permitted in.
Positive: All guests with passes will be permitted in.
By using positive-sounding wording in each of these models, you emphasise the advantage
gained by the pursuer of being allowed to attend the event or have guests (rather than
highlighting what will not be permitted in each instance).
While it may appear that compromising your pursuers is a clear no-no, undermining language
routinely appears in professional email. For instance:
Negative: Failure to consent to this new arrangement will bring about end.
Positive: To guarantee proceeded with work here, make certain to conform to this new
arrangement.
Despite the fact that such hazards are usually intended to protect the reader in some way -
after all, a lot of people need to maintain their jobs - compromising statements might be
reworded to emphasise the positive. The idea is to gain a competitive edge when the pursuer
makes a move.

Using Bias Free Language

In any event, writing in a non-misogynist manner necessitates the ability to detect sexism. The
next challenge is to figure out how to get rid of any inherent sexism without interfering with
the piece's growth. The following are a few techniques to help you avoid becoming
predisposed to susceptibility.
"The person in issue" is a reasonable choice, although it might be difficult in large doses:
"Each representative should verify with their management to ensure that their report was
properly documented." Furthermore, many people do not differentiate themselves as male or
female, nor do they use a specific pronoun to refer to themselves. In this regard, referring to
"the individual in issue" is usually not the best option. Frequently, the optimum arrangement
is to rewrite the statement with a plural subject rather than a singular subject.
CONCLUSION
As a result of the foregoing discussion, it can be stated that communication has always been a
critical component of both the organization and each individual's personal and professional
lives. There are a number of considerations to keep in mind when interacting with anybody,
and when it comes to a corporation like Amazon, correct use of the form of communication
and the language of communication used in business writing is critical.
2. 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 from 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)

INTRODUCTION
Communication via a letter of recommendation is extremely vital for any professional or
student. Assume I'm Lisa, and I'm sending a letter to my old professor, requesting that he
write a recommendation letter for you.
CONCEPT AND APPLICATION
The letter to the professor for the request for letter of recommendation is written below:

LISA ARORA
14 Andrews Enclave, New DelhiTel - +91 555-555-5555 · lisa.arora@gmail.com

May 18, 2022

Dr. Radhika Bose

Professor
ABCDUniversity
21 University Road
New Delhi

Subject – Request for Letter of Recommendation

Dear Dr. Radhika Bose,

I am from the B.com (Hons.) batch of 2019. I had greatly enjoyed and benefited from the four classes
that I took with you over the three years.Especially your two classes in financial management and in
financial analysis deeply impacted me and led me to pursue a career in finance and I have been
working as a financial consultant for the last three years

After gaining three years of work experienceI now aspire to pursue post-graduation in management
and one of the requirements in the application form is a recommendation letter from a former
professor. I was hoping that you might know me well enough and have a high enough regard for my
abilities to write a general recommendation for my credentials file.

I have included a summary sheet to refresh your memory about the classes I took with some of my key
assignments. I have also attached my resume which can bring you up to date about some of my recent
accomplishments both academically and otherwise.

Please let me know if you are comfortable endorsing my candidacy. I would be happy to answer any
questions and provide further information which can help you to write your recommendation. I’ll also
be happy to meet with you to discuss my work if you’d like to speak in person.

The letter of recommendation is due 4th June 2022. You can send it to xyzbusinessschool@gmail.com

Thank you for reading this request and for everything you’ve taught me. I hope you’ll consider writing
my letter of recommendation

Sincerely,

LISA ARORA
3. 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 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 inform you over
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 the manner
in which the reader responds? Explain (5 Marks)
INTRODUCTION
To preserve an outstanding skill at the request, the tone of the letter should be kept to at least a
business easygoing level, if not business formal. Furthermore, the writer should write the
complaint with the assumption that the request would be granted upon receipt.
A letter is a more traditional technique of comparison in business writing than an email. When
formal paperwork is necessary, or for outside parties, such as customers or clients to
merchants, business letters are used. Business letters, like other types of professional writing,
are adjustable to the point where it would be impossible for one assignment to address all of
the issues you could face.

CONCEPT AND APPLICATION

More often than not, grievance letters will adhere to a well defined authorised methodology;
nevertheless, the way in which that methodology is divided into sections may differ. Overall,
it is more effective to think about association in terms of components rather than passages.
The tone of an essay refers to the attitude the author has toward the subject and the reader.
The tone of an archive can have an impact on how the pursuer perceives the essayist's goals.
As a result, the pursuer's attitude toward the text and the author may be influenced.

Despite the fact that letters remain the most reliable and convincing approach for moaning,
particularly for real issues, the rules apply to grumbling texts and calls as well.
Successful objections letters (and some other approach to grumbling) ought to be:

succinct
definitive
verifiable
productive
well disposed
Envision you are the individual accepting clients' letters of grumblings.

This helps you recognise that the person reading your letter is a real person with feelings who
is doing their best to run their business as efficiently as possible.
Your letter should compel them to respond to the objection forcefully and graciously. Anger
and confrontation do not encourage an accommodating reaction to grievances, no matter how
distressed you are.
Great grumblings letters with the above highlights will more often than not produce better
results:
Succinct letters can be seen rapidly.
Legitimate letters, which are attractively produced and properly introduced, have a higher
level of credibility and are treated more seriously.
Verifiable letters enable the pursuer to quickly examine important details, dates, requirements,
and so on, and to justify action to determine the objection.
Positive proclamations and recommendations in productive letters energise activity and
prompt faster decisions.

In view of the fact that the pursuer responds strongly to the writer and needs to assist, well-
disposed letters - with an accommodating, pleasant, and free tone - are focused on.

These complaints tactics rely on cooperation, connections, and productive critical thinking,
and are thus adaptable to phone and in-person complaints.

CONCLUSION
Grumbling letters should not be negative in tone; remember that the goal of this type of letter
isn't merely to complain, but to be compensated in some way. In the end, even from a gloomy
perspective, the tone should be neutral. You should attempt not to criticise the company as a
whole, and instead focus solely on the problem you've encountered.

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

To,

Flipkart Manager

Address - Flipkart Internet Private Limited, Ozone Manay Tech Park, #56/18 &
55/09, 7th Floor, Garvebhavipalya, Hosur Road, Bangalore – 560068,
Karnataka, India

Subject: Complaint Letter to Flipkart about Faulty Product and refund of the

amount,

From,

Name - Jass Javvy

Dear Manager,

I am Jass Javvy. On the 1st of January 2022, I ordered a Kitchen Aid stand
mixer from your Flipkart site. For your records, I've attached a photocopy of
my receipt. Unfortunately, the item does not work at all; I have read through
all of the details in the accompanying instruction as well as tried all of the
troubleshooting methods; and for the same, I have called customer service
several times; each time a customer service executive answered the phone,
they told me that the transportation and handling charges, as well as money
equivalent to the price of the mixer, would be credited to my account.

I received a credit card statement on March 15th, and to your dismay, no credit has been put
to my account for the mixer, its shipment, and handling charges. It's really frustrating that,
after multiple follow-ups and promises from your end, I have yet to receive my money back
on my account, despite the fact that you offered a 40-day money-back guarantee on the
transaction.

The details of the purchase are as follows:

Product: Kitchen Aid stand mixer

Price: 40,000

Complaint placed for return: 5th January 2022

I'm hopeful you'll be able to resolve this issue and credit my bank account
with the transportation and handling charges, as well as money equal to the
mixer's price, within the next two days.

Thanking you in advance. 

Name Jass Javvy

Signature ___________________

**********
 Course: Business Communication
Internal Assignment Applicable for June 2022 Examination