PATEL GROUP OF INSTITUTION, INDORE

MBA-I SEM ASSIGMENT

FT-107 BUSINESS COMMUNICATION

Q1. Define Communication. Differentiate between Business communication & General

Communication.
Ans. Communication is a two-way process which involves transferring of information or
messages from one person or group to another. This process goes on and includes a
minimum of one sender and receiver to pass on the messages. These messages can
either be any ideas, imagination, emotions, or thoughts.

Communication is a Latin word which means “to share”. There are different modes of
communication available today. These include emails, chats, WhatsApp, skype
(conference calls), etc. Effective communication makes people’s work easier and
smooth. 

Communication Process
Communication is an ongoing process that mainly involves three components namely.
sender, message, and recipient. The components involved in the communication
process are described below in detail:
1. Sender- The sender or contact generates the message and transmits it to the
recipient. He is the source and the first contact
2. Message- It is an idea, knowledge, opinion, truth, feeling, etc. produced by the
sender and intended for reference.
3. Encoding- The message produced by the sender is encrypted in a symbolic way
such as words, pictures, touches, etc. before transfer.
4. The media- This is how the coded message is conveyed. The message can be
conveyed orally or in writing. 
5. Recording- It is a process of modifying the signals sent by the sender. After
recording the message is received by the recipient.
6. Recipient- You are the last person in the chain and the message you sent was
sent. If the recipient receives the message and understands it correctly and acts
on the message, only then the purpose of the communication is achieved.
7. Answer- Once the recipient confirms to the sender that you received the
message and understood it, the communication process is complete.
8. Noise- Refers to any restrictions caused by the sender, message or recipient
during the communication process. For example, incorrect telephone connection,
incorrect coding, incorrect recording, careless recipient, incorrect understanding
of message due to discrimination or inappropriate touch, etc.
 Types of Communication
Verbal Communication and Non-Communication
 Verbal communication: 
Communication occurs through verbal, verbal or written communication that conveys or
conveys a message to others is called oral communication. Verbal communication is the
use of language to convey information verbally or in sign language.Verbal
communication is important because it works well. It can be helpful to support verbal
Non-verbal communication Any non-verbal communication, spoken words, conversation
and written language is called.

 Non-verbal communication: 
It occurs with signs, symbols, colors, touches, body or facial features. Insignificant
communication is using body language, body language and facial expressions to
convey information to others. It can be used both intentionally and deliberately. For
example, you may have a smile on your face when you hear an idea or a piece of
interesting or exciting information. Open communication is helpful when you are trying
to understand the thoughts and feelings of others.

Mode Of Communication
 Formal Communication:
Formal Communication refers to communication that takes place through legal channels
in an organization. That kind of communication takes place between managers or
employees of the same class or between high and low and vice versa. It may be oral or
written but a complete record of that communication is kept in the organization.

 Informal Communication:
Informal communication is defined as any communication that occurs outside of the
official channels of communication. Informal communication is often referred to as the
‘vine’ as it spreads throughout the organization and on all sides regardless of the level
of authority.

Differentiate between Business communication & General Communication.

Subject Business communication General communication

1. Definition Business communication deals with only General communication deals

business-related information. with all the information except
 business.

It is a less formal and indirect

2. Approach It is formal and directed in approach approach.

It uses a specific format for Different formats are used

3. Format communication based on circumstances.

Personal feeling covers most of

4. Personal There is no scope of using personal the part of general
touch feelings in business messages. communication.

It may be involved with fictitious

It is involved with practical information information and the scope is
5. Scope that is impartial and objective. partial or subjective.

Business communication follows General communication does

6. Presentation organizational policies. not follow any formality.

Here communication is done to

This communication is made to take a inform the receiver about
7. Objective specific action certain issues.

Business communication is official or General communication

8. Type organizational communication. is personal communication.

Feedback is not very much

Feedback is very important for the important for general
9. Feedback success of business communication. communication.

Q2.Explain the channels of formal communications. Upward, Downward, Lateral etc.

Also explain advantages and disadvantages of it.

Ans. Formal Communication:

Formal Communication refers to communication that takes place through legal channels
in an organization. That kind of communication takes place between managers or
employees of the same class or between high and low and vice versa. It may be oral or
written but a complete record of that communication is kept in the organization.

Types of formal communication?

  Downward Communication. Downward communication is one of the most
stereotypical forms of communication.
 Upward communication.
 The communication is horizontal.
 The communication is diagonal.

Downward Communication

Definition: Downward communication is defined as a formal process of passing

information from top-level management to employees through a chain of instructions.
The downward communication flow starts with someone at the helm issuing information
or message, and the following lower person in the hierarchy passes it to those who
report to the higher one.

In other words, it can be understood as an effective communication style in an

organizational setup that takes place from superiors to subordinates. This flow goes on
down the line. The management of any organization relies on downward communication
for most of the communications.

 Upward communication.

Upward communication is the process by which lower-level company employees can

directly communicate with upper management to provide feedback, complaints or
suggestions regarding the day-to-day operations of the company. Upward
communication is increasing in popularity among organizations to encourage a
participative work culture. Companies that foster upward communication are better able
to make decisions that positively impact their employees.

 Downward Communication

Definition: Downward communication is defined as a formal process of passing

information from top-level management to employees through a chain of instructions.
The downward communication flow starts with someone at the helm issuing information
or message, and the following lower person in the hierarchy passes it to those who
report to the higher one.

In other words, it can be understood as an effective communication style in an

organizational setup that takes place from superiors to subordinates. This flow goes on
down the line. The management of any organization relies on downward communication
for most of the communications.
Effective downward communication plays an essential and crucial part in an
organization’s success. It helps in establishing and disseminating the goals of an
organization.

 Horizontal Communication

Horizontal Communication happens when in an organization, communication and flow

of messages occur amongst teams, groups or individuals who are at the same
hierarchical level. With the help of horizontal communication, an organization can
promote internal communication amongst the employees that occupy similar functional
positions.

In this article, we will dive deep into the role of horizontal communication in business
management and how it should be used in the workplace for optimizing the productivity
of the organization via adept information sharing, collaboration, resolution of conflicts,
problem-solving. So, let us start with the introduction right away.

Communication is the process of transferring a piece of information from one person to

the other through various channels or ways. These channels or methods or patterns are
known as the tools of communication.

Horizontal communication is a type where 2 people at the same level of the organization
communicate with each other.

Advantages of formal communication

Increase overall efficiency: This type of communication is used by following the
predetermined rules so it increases the overall efficiency of the organization.

 Easy communication system: The top level management communicates with

their employees by using formal downward communication system. Again the
employees communicate with their higher authority to use this system. It is very
much easy to communicate with each other.
 Permanent record: The copy of formal communication is always preserved in the
file and it is used as reference. As a result, it is easy to seek the copy of it if
necessary.
 Quick accomplishment of work: Sometimes the rapid communication is to be
needed with the employees. To use the formal downward communication system it
is possible to communicate with the employees quickly. So the work may be done
timely.
Disadvantages of formal communication

 Lack of cordiality: In the formal communication system the subordinate staffs

strictly follow the order of superior authority. So the implementer of the order does
not obey their duty properly.
 Costly: In this system the organization policy and rules are obeyed properly.
Sometimes it creates crucial situation and it is a time being factor. For these, the
cost of formal communication system is higher than those of others.
 Inflexibility: Ordinarily the formal communication is inflexible. If somebody out of
the channel intends to change his views it is not possible. Even when it is needed to
change, it is very much difficult.
 Lack of initiative: Under this communication system everybody does their duty by
following specific predetermined system. So it makes the obstacle to develop the
creativeness of the employee.
 Authoritarian attitude: In this system the sender is higher authority and the
receiver is lower staffs. Generally the superior’s order cannot be disobeyed. It
creates an authoritarian culture in the organization.

Q3.What are business letters, cover letters, Application, Sales and credit letters etc.
Aslo give example with formats.
Ans. 1. Business Letter
A Business Letter is type of letter which serves as a means of communication written for
various commercial purposes. These purposes can be a business deal, complaint,
warning, notice, invitation, declaration, information, apology and various other corporate
matters. Letters of business are the most popular and the most widely written types of
letters. Business letters are also the oldest form of official correspondence and perhaps
the propagators of mailing system.

Business Letter Format

Sender’s Address

Date

Receiver’s Address

Subject Heading
Salutation

Body of the letter

Complimentary Close

Business Letter Samples

Business Letter Example 2: Write a letter to the customer service manager of

Ganesh Electronics Pvt. Ltd. complaining about a defect in the music system
purchased from the store. Sign yourself as Gauri/Gaurav. (100-150 words)

Solution 2:

H.No.58 Block-D
Sector 26, Rohini
New Delhi- 110085
11 February 2021
To
Customer Service Manager
Ganesh Electronics Pvt. Ltd.
Rohini, New Delhi- 110085

Subject- Filing complaint for a defect in purchase no. MS-845/07/2020

Dear Sir,

I hereby write to complain regarding the defect in the music system w.r.t bill no. MS-
845/07/2020 purchased on 11 January 2021 from your store.

The music system worked properly for one month but it has not been functioning
properly for the past three days. The sound breaks whilst the songs are being played
and the system hangs multiple times. Coupled with this, the songs stop playing abruptly
and require the system to be restarted. Since the music system is still in the warranty
period of six months, I wish to get it replaced at the earliest.

I request you to look into this matter without any delay and provide a new working music
system of the same brand. I have enclosed a copy of the bill of purchase for your
reference. Looking forward to your early response.

Thanking you
Yours truly
Gauri

2.Cover letter:-
A cover letter is a (typically) one-page document that explains to the hiring manager
why you are an ideal candidate for the job. It goes beyond your resume to explain in
detail how you could add value to the company.

Example:-

Adam Applicant
123 Main Street
Anytown, CA 12345
555-555-5555
adam.applicant@email.com

July 14, 2020

Beauford Lee
Head of Academic Affairs
Business City College
123 Business Rd.
Business City, NY 54321

Dear Mr. Lee:

I am writing in reply to the classified ad you posted seeking to fill the position of
Graduate Student Advisor for the Master of Arts in Liberal Studies degree program at
ABC College.

Having earned my Master of Arts degree in Academic Advising from XYZ University, I
understand the importance for informed academic counseling and program planning in
a higher education environment.

I have also experienced first-hand the comforting effect of being able to contact an
advisor who genuinely cares for the professional growth and success of students.

During my career as an electrician prior to my graduate studies, I was elected Chairman

of the Executive Board where I sat as the union’s representative to the apprenticeship
advisory board. In this capacity, I was able to be an effective advisor to apprentices who
were experiencing scholastic problems that threatened their future in the industry. I
particularly enjoyed working with older apprentices who were seeking a career change
and had problems adjusting to the obligations of work, school, and family life.

I believe that both my educational background in Academic Advising and my work-

related duties of counseling and advising students enrolled in learning programs qualify
me for consideration for the position of Graduate Student Advisor. I look forward to
discussing how my skills can be of value to ABC College as it prepares to move into the
new millennium. Thank you for your time, consideration, and forthcoming response.

Sincerely,

Adam Applicant (hard copy letter)

Adam Applicant

3.LETTER OF SALES & LETTER OF CREDIT:-

LETTER OF SALES This is the first important business letter. This business letter is
written from the manufacturer to perspective customer . This is drafted as to arise the
customer will to buy certain product after getting attracted towards the product as shown
by manufacturer in his advertisement and description shown in letter of sales. The letter
of sales follows the principal of ‘AIDA’ i.e. attraction, interest, desire and action.

LETTER OF CREDIT/ENQUIRY This the third important business letter where

any loan providing agencybank comes to the picture as sender asking manufacturing
company to provide the right status of its customer before processing of loan to him.

Q4.Explain the all the factors of presentation skills.

Ans. Presentation skills can be defined as a set of abilities that enable an individual to:
interact with the audience; transmit the messages with clarity; engage the audience in
the presentation; and interpret and understand the mindsets of the listeners. These
skills refine the way you put forward your messages and enhance your persuasive
powers.

The present era places great emphasis on good presentation skills. This is because
they play an important role in convincing the clients and customers. Internally,
management with good presentation skills is better able to communicate the mission
and vision of the organization to the employees.

factors of presentation skills:-

1. Verbal Communication
The ability to communicate in a clear, concise and concrete way in front of an audience
is the key skill required of public speakers.
 2. Delivery
Delivery is how you connect with your audience. It includes techniques such as body
language and pauses that give your words punch.

3. Leadership
The ability to establish yourself as the leader of your audience.

4. Selling / Persuasion
A presentation is all about selling your ideas using persuasion techniques.

5. Humor
Lighthearted presentations are almost always best. You don't have to be a stand-up
comedian but the ability to deliver light humor works wonders on an audience.

6. Storytelling
The ability to tell a griping story.

7. Written and Visual Communication

Your visual elements such as slides should be brief, clear and visually effective.

8. Self Awareness
Know your strengths and weaknesses and lead with your strengths.

9. Emotion Management
Presentations can be emotional experiences. For one thing, 3 out of 4 people are have
a fear of public speaking. The ability to control emotions is also important to handle
unexpected events such as rejection (e.g. a heckler).

10. Adaptability
No matter how much you prepare it's possible for your presentation to go off in an
unexpected direction — especially if you involve your audience. The ability to adapt is
an important presentation survival skill.
 11. Listening
Active listening is key to leading audience participation.

12. Facilitating
The ability to lead workshops, conversations and issue resolution activities.

13. Networking Skills

If you're speaking at a conference it's important to network before your presentation.
Incorporate what you learn from networking into your talk.

14. Interpersonal Relationships

The ability to establish rapport with an audience is closely related to your ability to
establish and manage relationships with people. Legendary orators (e.g. Bill Clinton)
have the ability to make each member of the audience feel as if they are speaking
directly to them.

15. Dealing with Difficult Personalities

The ability to deal with audience participation challenges.

16. Stress Management

Many people find presentations to be a stressful experience. Even if you're comfortable
with presentations, a stressful experience can always pop up when you're in front of an
audience. The ability to manage stress and deliver under pressure is important.

17. Taking Criticism / Resilience

The ability to bounce back from criticism and failure is common amongst accomplished
public speakers.

18. Problem Solving

The best presentations solve problems for the audience. You may also be asked to
solve a problem as part of audience participation.
 19. Research
The ability to find statistics, facts, examples and stories that support your message.

20. Organization and Time Management

Giving your presentation an organized flow that fits into time constraints.

21. Gestures / Using 3d Space

Physical communication including effective use of the stage and gestures.

22. Showmanship
Good public speakers do more than inform — they entertain.

5. Write short notes on:-

 Significance of reading and comprehension
 Types of resumes with example
 Differentiate between Verbal and Non- Verbal communication
 Types and importance of listening.
 Barriers to effective communication and way to overcome it.

1.Significance of reading and comprehension

The definition of reading comprehension revolves around increasing a person's ability to

comprehend a literary text on a deeper level through cognitive engagement and
analysis. There are three steps to reading comprehension:

 reading on one's appropriate level

 responding to what is read
 discussing what is read

1. Reading Expands the Mind

 
For starters, reading helps to expand the mind and give us more ideas. Reading has
been proven to keep our minds young, healthy and sharp, with studies showing
that reading can even help prevent alzheimer’s disease.
  
2. Reading Allows for Creative Thinking
 
 Another one of the many reasons why reading is important is that it allows for creative
thinking. Reading can inspire you when you are feeling bored, down or in a rut.. It can
help give you that very needed pick-me-up without having to search too far for it.
Reading helps get the creative side of your brain thinking, unlike television that really
does not use much creative brain power.
 
3. Reading Helps Improve Concentration
 
If you are still unconvinced or unsure about the importance of reading, or feel as though
it’s not beneficial for you personally, then it’s important to note that reading actually
helps improve concentration. Reading can train our mind how to focus properly, which is
invaluable in nearly everything we do on a daily basis — whether it be as we study or
even in our careers and in our personal relationships. We could all benefit from
practicing our concentration skills.

2.Types of resumes with example

1. Chronological Resume

A chronological resume is a resume type that focuses heavily on your work history. Its
key feature is that it lists your work history in order of when you held each position (in
chronological order), with your most recent job listed at the top of the section.

The chronological format is the most common type of resume, and is considered the

standard for most industries.

The two advantages of a chronological resume are:

1. It lets the hiring manager easily see how you’ve progressed in your career

2. It puts your most relevant work experience at the top, where it’ll be seen first by
recruiters and employers
Who Should Use It

A chronological resume is ideal if you have no major gaps between your previous jobs,
consistent progression throughout your career, and a long record
of accomplishments and skills in the industry you’re applying to.

2. Functional Resume
 A functional resume is a type of resume designed to focus on your relevant professional
skills rather than your chronological work history.

The defining feature of a functional resume is its expanded “Relevant Skills” section,
which takes up the majority of your resume and replaces a detailed work experience
section.

Additionally, the “Relevant Skills” section of a functional resume groups your experience
under skill categories instead of job titles. Under each category, bullet points are used
to highlight examples of your accomplishments or other ways you’ve put your skills to
work.

3. Combination Resume

A combination resume mixes the most useful elements of the chronological and

functional resume formats.

It focuses on your skills, as a functional resume does, but also provides ample space for
you to detail your work history — usually in chronological order.

Who Should Use It

Compared with the other types of resume formats, a combination resume is a good
choice if you have any of the following to showcase:

 Technical skills you’ve developed over a long, specialized career

3.Comparison Table Between Verbal and Non-Verbal Communication (in Tabular
Form)

Parameter of
Verbal Communication Non Verbal Communication
Comparison

Verbal communication Non-verbal communication involves the

Definition
involves the use of words or use of visual or non-verbal cues such
 Parameter of
Verbal Communication Non Verbal Communication
Comparison

speech or auditory language

as facial expressions, eye or body
to express emotions or
movements, gestures, and many more
thoughts or exchange
without speaking.
information.

Communication
Formal as well as Informal Informal
Type

Impact of the Very impactful as it is Very comprehensive as it shows the

Message documented. actual emotions of the person.

Required and at times more

Communicates Precise information.
information.

Emails, letters, notes, reports,

Through Body posture, gestures, eye
Conveyed i.e. Anything in written and
contacts, face expressions i.e. any
Through oral format where words are
form of expression.
used.

Transparency
Clear and Concise. Complex and sometimes confusing.
Status

4.Types and importance of listening:-

Types
 Discriminative Listening: It is the most basic form of listening. It is developed at a
very early age. This type of listening does not require the understanding of words
or phrases spoken by someone. In this, we must distinguish between the
different sounds produced.

 Relationship Listening: In relationship listening, we listen to develop a new

relationship or to sustain an old one. This type of listening helps to improve the
relationship between two people. Naturally, if their certain issues in a
relationship, the two people have to talk about.

 Critical Listening: Critical listening needs very active participation from the

listener. In this, the listener has to listen to the words spoken by a person, think
upon the message conveyed by him and respond back by with his own views.  
  Appreciative Listening: This type of listening is purely for the purpose of
enjoyment. Whenever we listen to music, songs, movies, radio, theatre or
anything else for enjoying our time, it is called appreciative listening.

Importance
 Importance of Listening in Class: It is very important to listen to what is being
taught or discussed in the classroom.  If the students listen properly, the teachers
can teach well. Understanding the level of the student increases. 

 Importance of Listening in the Communication Process: A good communication

always starts with listening. In the time we are communicating with someone, we
spend our 45 per cent of the time listening to them.

 Importance of Listening in Business Communication: Business requires good

listening skills. Many times conflicts arise between the workers in a business.
Sometimes, these conflicts can simply be resolved by just listening to them.

 Importance of Effective Listening: Effective listening includes listening to

someone and understanding what they speak. Effective listening increases our
knowledge. We fully understand the knowledge delivered by the speaker to us. It
makes a conversation successful.

1. Linguistic Barriers
It is the barrier caused due to differences in language, dialect or accent. There are
around  6,500 spoken languages globally. And many of them have different accents and
dialects.
2. Psychological Barriers
Effective communication requires a perfect balance of emotions and facts. Emotions like
anger, frustration, and humour can cloud a person’s decision-making abilities.
Therefore, they confine their communication effectiveness.
3. Emotional Barriers
Effective communication requires a perfect balance of emotions and facts. Emotions
such as anger, frustration, and humour can cloud a person’s decision-making abilities
and, therefore, confine their communication effectiveness.
4. Physical Barriers
It is any form of object or sounds that causes an obstacle in conveying the message.
They include noise, closed doors, faulty communication equipment, closed cabins, and
so on.
5. Cultural Barriers
Different culture has a different belief, way of talking and living. Like when people from
different cultures communicate in different ways, such as speaking different languages,
holding different cultural beliefs, or using various gestures and symbols. Their cultural
differences may become barriers to effective communication.
6. Organisational Structure Barriers
In any organisation, there are many ways to communicate. Not using a proper
communication system or using many different communication systems may create
difficulty to deliver the message correctly.

Way to overcome it.

1. Make Your Ideas Clear Before Communicating

2. Ensure the Time of Your Communication is Good
3. Use a Language Your Listener Can Understand
4. Make your Message to the Point and Short
5. Check if the Other Person has Understood Your Message
6. Take Care of Your Body Language, Tone and Content of the Message
7. Listen Before you Speak Again
8. Do Not Interrupt When Someone Else is Speaking
9. Make your Message Judgement Free