SUBJECT: BUSINESS COMMUNICATION

__________________________________________________________________________

SYLLABUS

Unit I: Essentials of Effective Business Letters:

Meaning - Objectives – Nature, Process and Importance of Communication – Media – Barriers –

Types of Communication (Verbal & Non Verbal) – Modern Communication Methods - Business letters:
Need – Functions – Kinds – Essentials of Effective Business Letters – Layout.

Unit II: Business Enquiries:

Enquiries and Replies – Offers and Quotations – Orders and their Execution – Credit and Status
Enquiries – Trade and Bank References – Compliance and Adjustments – Collection Letters – Sales Letters
– Agency Correspondence and Goodwill Letters – Import and Export Correspondence.

Unit III: Secretarial Correspondence & Report Writing:

Intra-organizational business communication – Memorandum – Notices – Circulars – Orders – Staff

suggestions and Complaints – Correspondence with regional and branch offices – Agenda and Minutes –
Report writing ( Apply citation rules – APA style documentation in reports) – Kinds of Reports –
Characteristics of good Report – Kinds of Reports – E-mail Slide or Visual Presentation.

Unit IV: Banking and Insurance Correspondence:

Bank Correspondence: - Introduction – Correspondence with customers – Correspondence with

Head Office. Insurance Correspondence: Life, Fire and Marine.

Unit V: Personal Correspondence:

Application for Employment – References – Testimonials – Interviews: Meaning – Types of

Interview – Candidates preparing for an interview – Guidelines to be observed during an interview –
Interview through Video Conferencing – Group Discussion- Letter of Appointment – Confirmation –
Promotion – Retrenchment and Resignation.

TEXT BOOKS:
1. Essentials of Business Communication – Rajendra Pal, J. S. Koralahilli, Sultan Chand. & Sons, New
Delhi.
2. Business Communication - K. Sundar, & Kumararaja, Vijay Nicole Imprints Pvt Ltd, Chennai.
3. Business Communication – N. S. Raghunathan & B. Santhanam, Margham Publication, Chennai.

4. Business Communication – V. R. Palanivelu & N. Subburaj, Himalaya Publishing House Pvt Ltd.,
Mumbai.
REFERENCE BOOKS:
1. Effective Business English and Correspondence – M. S. Ramesh and Pattenshetty, R. S. Chand &
Co, Publishers, New Delhi .
2. Commercial Correspondence – R. S. N. Pillai and Bhagavathi, S. Chand publication, New Delhi.
3. Business Communication – Sathya Swaroop Debasish, Bhagaban Das, PHI Learning Pvt. Ltd., New
Delhi.
4. Communication Conquer – A handbook of group discussion and Job Interview, Pushpalatha and
Kumar, PHI Learning Publisher.
5. Modern Business letters – L. Gardside, Pitman Publications, London.

Unit-1
Important questions
Section-A
(1 Marks)
1-The following is (are) non-verbal communication
a) Facial expression b) Appearance
c) Posture d) All of the above

2-The handshake that conveys confidence is

a) Limp b) Firm
c) Loose d) Double

3-Communication is the task of imparting ________

a) Training b) Information
c) Knowledge d) Message

4-The whole concept of achieving success begins with how you ______
a) Behave b) Think
c) Work d) All of the above

5-Match the following

A. Pressures 1. Visualize future
B. Keen foresight 2. Limited vision
C. Vision 3. Positive growth
D. Positive changes 4. Power of imagination

The correct answer is

a) A-2, B-4, C-1, D-3
b) A-4, B-2, C-1, D-3
c) A-2, B-4, C-3, D-1
d) A-2, B-1, C-4, D-3

6-The trump card during _______ should be brought out at the crucial moment.
a) Interview b) Negotiation
c) Training d) Purchasing

7-The following is the permanent records for business

a) Business letters b) Ledgers
c) Production reports d) All of the above
8-Body of a letter is divided into ________ parts.
a) 1 b) 2
c) 3 d) 4

9-As per Newman and Summer Communication is the Exchange of

a) Facts b) Opinion
c) Emotions d) All of the above

10- The ________ body of the presentation should be broken into short and clear units
a) Main b) Middle
c) Upper d) Lower

11-________ of the letter consists of main message.

a) Heading b) Body
c) Greeting d) Closing

12-A common fallacy about manager is that he must be

a) Loud b) Flamboyant
c) Drinker d) All of the above

13-The following is (are) the most effective ways of communication.

a) Verbal b) Non verbal
c) Written d) All of the above

14-The _____ of business letter is called layout.

a) Body b) Content
c) Pattern d) All of the above

15- Goals help us to ________

a) Communicate b) Success
c) Work d) Motivate

Section-B
(5 Marks)

1) Explain the types channel of communication.

2) What are the elements of business communication?
3) Explain the Medias of communication.
4) Explain the barriers of communication.
5) Explain the essentials of an effective business letters.
6) Explain the Types (or) Kinds of business letters
7) Explain the Business letter tips

Section-C
(10 Marks)
1) Explain the principles of business communication?
2) Explain the 7 Communications of business communication.
3) Explain the types of Media communication.
4) Explain the guidelines for ensuring effective communication or overcoming barriers to
communication.
5) Explain the channels of types of communication
 6) What are the functions of a business letter?
7) What do you mean by physical appearance of the letter?
8) Explain the kinds of letters.
9) Explain the layout for a business letter in details.
10) Explain the objectives of communication.

Unit-2
Important questions
Section-A
(1 Marks)

1. Which of these is not a type of letter or enquiry?

a) General Enquiries
b) Personal Enquiries
c) Sales Related Enquiries
d) Status Enquiries
2. Which of these is not a letter of enquiry?
a) General Enquiry
b) Status Enquiry
c) Friendly Enquiry
d) Sales Related Enquiry
3. General enquiry letters do not result in any business return
a) True
b) False
4. Sales related enquiries seek information regarding the business practice of enterprise
a) True
b) False
5. Which of these seek information regarding purchase of a product?
a) General Enquiry
b) Status Enquiry
c) Sales related Enquiry
d) Private Enquiry
6. What is the best way to seek information regarding finance?
a) Schools
b) Shops
c) Banks
d) Post office
7. Which of these details is not required in a letter of enquiry?
a) Mode of packing
b) Mode of transport
c) Mode of payment
d) Age of owner.
8. Where should the name and address of the firm writing the letter be mentioned in a letter of enquiry?
a) Top Left corner
b) Bottom Left corner
c) Top right corner
d) Bottom right corner
9. Where should the courteous leave taking be mentioned on a letter of enquiry?
a) Top Left Corner
b) Bottom Left Corner
c) Top Right Corner
d) Bottom Right Corner
10. Business letter should be concise
 a) True
b) False
11. Quotations are letters of enquiry.
a) True
b) False
12. Where is the name of the company which is invited mentioned?
a) Top left corner
b) Top right corner
c) Bottom left corner
d) Bottom right corner
13. Quotations are friendly letters.
a) True
b) False
14. This set of Professional Communication Multiple Choice Questions & Answers (MCQs) focuses on
“Adjustment Letters”.
15. An adjustment letter usually follows a letter of ____
a) enquiry
b) application
c) complaint
d) invitation
16. If the letter of complaint is in order, it must be assessed whether the money can be refunded or not.
a) True
b) False

17. Where should the name of the firm be mentioned?

a) Right of the page
b) Below the address of the writer
c) Above the address of the writer
d) On the last page of the letter

18. After deciding that written communication is most appropriate, you need to decide what format it
should take.
a)True
b)False
19.. For internal written messages and increasingly for informal correspondence with external parties
___________ format is used.
a)Enquiry
b)Follow-up
c) Memo
d)Persuasive
20. The general rule for writing business letters is that they should be no more than two pages long.
a)False
b)True

SECTION - B (5 MARKS)

1. What is types and contexts?

2. Explain the kinds of Replies.
3. What are the types of quotation?
4. Explain the contents of an order firm.
5. Explain the execution of orders.
6. Explain the elements of mistakes giving rise to complaints
7. Explain the classification of drafting collection letters.
8. Explain the rules of sales letter.
9. Explain the objective of writing circular letter.
 SECTION - C (10 MARKS)

1. Explain the importance terms used in quotation.

2. Explain the classification of making complaints and adjustments.
3. Explain the stages of collection letter.

Reference books:
Essentials of business communication- Rajendra pal. J.S. Korahilli, sultan chand& sons, new delhi.
Business communication – K. Sundar&Kumararaja, vijay Nicole imrntspvt. Ltd., Chennai – 91.
Business communication – N.S. Raghunathan& B. Santhanam.Margham publication.Chennai.

UNIT-II COMPLETED.,

Importance question
Part-A (1Marks)

1) Which bank is the sponsor of Prathama Gramin bank?

a) Bank of Baroda b) Indian bank
c) Punjab national bank d) Syndicate bank
2) Which of the following is not a public sector bank in India?
a) Andhra bank b) Federal bank
c) IDBI bank d) Vijaya bank

3) What is the expanded form of the term ALM used in banking sector?
a) Asset liability maintenance
b) Asset liability management
c) Asset liability manipulation
d) Asset liability maximization

4) Which of the following is not a part of India money market?

a) Bankers b) Bill market
c) Call money market d) Indian gold council
5) Which one of the following does not belong to regulatory bodies in India?
a) FMC b)IRDA
c) PFRDA d) SEBI
6) Which one of the following is the special drawing right given by the international monetary fund to its
member countries?
a) Cold money b) Paper gold
c) Hot money d) none of these
7) In pursuance of which one of the following was the general insurance corporation of India was formed?
a) General insurance business (Nationalization Act, 1972)
b) Insurance Act 1938
c) Insurance amendment Act 2002
d) IRDA Act 1999
8) What does the letter‘s’ denote in term IFSC?
a) Subscriber b) State
 c) System d) Source

Part-B (5Marks)
1) Explain the elements of banking correspondence.
2) Explain the types of insurance correspondence.
3) What are the basic principles of insurance?
4) Explain the various kinds of fire insurance policies.
5) Explain the various kinds of marine insurance policies.
6) Explain the various kinds of cancellation of agency.
7) What are the types of Accident Insurance?
Part-C (10 Marks)
1) Explain the types of banking correspondence.
2) Explain the stages of agency correspondence.
3) What are the Benefits of Accident insurance?
Importance question
Part-A (1Marks)
1. Which of these points need not be mentioned in a notice?
a) Name
b) Address of company
c) Age
d) Date

2. Which of these is the first thing mentioned in a notice?

a) Name of the organization
b) Date
c) Notice
d) Notice details

3. Where is the date mentioned in a notice?

a) Top left
b) Top right
c) Bottom left
d) Bottom right

4. Where is the name and designation of the authority mentioned?

a) Top left
b) Top right
c) Bottom left
d) Bottom right

5. Which of these details is not mentioned in the main notice?

a) Time
b) Date
c) Venue
d) Name of the speakers

6. Where is the date mentioned in a minutes?

a) Top left
b) Top right
c) Bottom left
d) Bottom right

7. Minutes must be self- sufficient.

a) True
b) False

8. Which of these details are not mentioned in minutes?

a) Venue of the meeting
b) Date of the meeting
c) Name of the chairman
d) Age of the chairman

9. The main points of a meeting must be reduced to writing.

a) True
b) False
10. Where is the signature of the Secretary mentioned in minutes?
a) Top left
b) Top right
c) Bottom left
d) Bottom right
11. A written report is more formal than an oral report.
a) True
b) False

12. Which of these is usually written in a form of a memorandum?

a) Informal reports
b) Formal reports
c) Professional reports
d) Business reports
13. Which of these is not a formal report?
a) Informational
b) Informal
c) Interpretative
d) Routine
14. Into which of these types are formal reports not classified?
a) Informational
b) Interpretative
c) Oral
d) Routine

15. Which of these reports provide information without any evaluation?

a) Informational
b) Interpretative
c) Routine
d) Progress

16. _______ report provides rational findings.

a) Informative
b) Interpretative
c) Routine
d) Progress

17. Interpretative reports are also known as ________

a) recommendation reports
b) routine reports
c) progress reports
d) informal reports

18. Which of these reports are written for recording information?

a) Informational
b) Interpretative
c) Routine
d) Recommendation
19. Which of these is not mentioned in a progress report?
a) Name of project
b) Right choice of instruments
c) Nature of work
d) Amount of work left

20. Which of these reports involves the checking of a piece of equipment to see if it’s still in working condition?
a) Progress report
b) Laboratory report
c) Inspection report
d) Inventory report

Part-B (5Marks)

1. What are sources of the Agenda?

2. Explain the features or characteristics of agenda.
3. Explain the importance or necessities of agenda.
4. What are the types of Minutes?
5. Explain the factors considered in drafting minute.
6. Explain the importance of minutes.
7. Explain the report of individuals.
8. What are the steps/ procedures/ stages/ process involved in preparation of Report?
9. Give the importance or objectives of reports.
10. What are the Features/ Elements/ Essential of a good report?

Part-C (10 Marks)

1. Explain the classification of company secretarial correspondence.
2. Explain the different kinds/ types/ classification of company meetings.
3. Explain the difference between agenda and minute.
4. What are the types of report writing?
5. Explain the characteristics of good report?
6. Explains the various source of information or how could a job seeker ascertain the person to whom
the application is be sent?
7. How the principles of a sales letter can be used in an application?

Importance question
Part-A (1Marks)

1. Interviews are conversations with _______

a) fun
b) purpose
c) friendliness
d) informality

2. A job interview is a formal meeting between a job seeker and an employer.

a) True
b) False

3. All job interviews have the same objective.

a) True
b) False

4. Which of these is not a type of interview?

a) Screening interview
b) Stress interview
c) Music interview
d) Lunch interview

5. Which kind of interview includes a process in which the employability of the job applicant is evaluated?
a) Stress interview
b) Screening interview
c) Group interview
d) Behavioural interview

6. How many styles are used in a screening interview?

a) Two
b) Five
c) Three
d) Four
7. In which of these interviews, insults are common?
a) Screening interview
b) Stress interview
c) Behavioural interview
d) Group interview

8. Which of these interviews is adapted for computer programmers?

a) The stress interview
b) The group interview
c) The screening interview
d) The audition

9. In which of these, more than one candidate is interviewed?

a) The behavioural interview
b) The stress interview
c) The group interview
d) The audition

10. Which of these interviews is taken for a candidate far away?

a) Lunch interview
b) Telephone
c) Stress interview
d) Group interview

11. Which of these are vital for any organisation?

a) Debates
b) Group discussions
c) Speeches
d) Arguments

12. Which of these qualities are important in a group discussion?

a) Emotional stability
b) Hostility
c) Ignorance
d) Aggressiveness

13. In a group discussion, one must communicate with ______

a) Hostility
b) Ignorance
c) knowledge
d) long sentences

14. In a group discussion, the discussion must be directed to its logical conclusion.
a) True
b) False

15. When is the worst time to break into a discussion?

a) When everyone is silent
b) When one person is talking
c) When two or three people are talking simultaneously
d) When there is less time left

16. A group discussion must advance _____

a) truth
b) dishonesty
c) Personal glory
d) arguments
17 Which of these must be avoided in a group discussion?
a) Speaking facts
b) Asking questions
c) Speaking fast
d) Speaking with clarity

18. In a group discussion, we should be _____

a) assertive
b) dominating
c) subjective
d) ignorant

19. A moderator is a monitor of a group discussion.

a) True
b) False

20. Which of these factors do not enhance listening skills?

a) Attention
b) Clear perception
c) Fakeness
d) Frankness

Part-B (5 Marks)

1. Explain the application selection procedures.

2. Explain the types of interview.
3. Explain the interviewer’s preparation for the interview.
4. Explain the characteristics of a Group discussion?
5. Explain the Important Ingredients for Success In Group Discussions.

Part-C (10 Marks)

1. Explain the categories of application for job.

2. Explain the preparation of resume.
3. Explain the guidelines to be observed during an interview.
4. Explain the use of internet.
5. Explain the purpose of group discussion.