Business Communication

Question 1-
Answer- You cannot ignore the reality that your audience does not want to hear what you have to say
when you need to relay bad news. Analyze the scenario carefully to better understand the environment
in which the recipient will digest your message in order to reduce the harm to business relationships
and to promote acceptance of your message. Make sure to carefully evaluate your goal, regardless of
how straightforward it is (like rejecting a job candidate) or how complex it is (such as drafting a
negative performance review, in which you not only give the employee feedback on past performance
but also help the person develop a plan to improve future performance). Determine and acquire the
facts your audience needs to comprehend and accept your message while keeping your objective in
mind and their requirements. Recipients of negative communications frequently have a right to expect
a full justification of your response because it might be quite personal to them.
The motive of Negative message should be-
• Give the bad news,
• make sure it's accepted,
• keep the reader's goodwill,
• keep the organization's reputation positive.
• Reduce or stop any further correspondence regarding this topic, if necessary.
Rejecting Job Application - Application rejections are common messages, but it's never simple to say
no because the receivers are engaged emotionally and the rejections are often poorly phrased.
Companies should also be aware that employment discrimination lawsuits might damage their
reputation. Fair and nondiscriminatory employment procedures are crucial for reputation and can
always be avoided, but legal issues. Rejections must also be phrased so as not to unintentionally imply
any form of prejudice. The amount of information to provide in a rejection message is debatable
among experts, but the best course of action is to withhold any justifications for the company's choice
and to refrain from explicitly or implicitly promising that the applicant would be taken into
consideration in the future.
By considering following points an effective Rejection letter can be written-
1. Write an informative subject line- Write a short subject line for your rejection email so it sticks
out in the candidate's inbox. For them to understand the aim of the email, it might contain the name of
your organisation and the title of the post.
Example- “Nest makers - Open General Manager’s Position ”
2. Thank the candidate for their time - Create a new paragraph after your salutation, such as "Dear
(Applicant name)," and begin it by thanking them for their time. You may thank them for taking the
effort to fill out an application or for coming in for an interview, depending on where they are in the
recruiting process. To demonstrate that the letter is original and honest, it helps to be descriptive.
Example - "Thank you for taking the time to interview for the position of general manager with
our team."
3. Inform them that you no longer plan to consider them for the post - The next phrase ought to
make it very obvious that you're going on with the hiring process without them. Since this is the letter's
primary objective, it's normally preferable to provide this information towards the beginning of the
email so the applicant may swiftly receive a response.
 Example - "Unfortunately, we are no longer considering you for this position of general manager."
4. Describe your reasoning for rejecting them - It's not required, but giving a justification might
assist the applicant see where they can get better for next positions. Clearly state what the receiver
lacks that you are searching for in a prospect. Common causes include a lack of skills, education, or
experience.
Example - "Currently, we're seeking for a applicant who has more experience with Software."
5. Highlight some favourable features of their credentials or interview - Pick one or two things
about the applicant that you liked to make a positive impression on them. They can have a better
understanding of the characteristics that they can emphasise more going future by describing these
favourable features.
Example- “However, we were impressed with your capacity to establish a connection with the
hiring committee, which is something that our business strongly appreciates.”
6. Assure them that you'll keep them in mind for future chances- Explain that you want to keep
them in mind for future chances if you believe they could fit well with the work environment and
culture of your organisation. A excellent method to stay in touch with them and keep the letter's tone
positive is to let them know that you wish to move them into a different position.
Example- “We would like to keep your resume on file in case there are any upcoming openings.”
7. Motivate them to submit applications for more positions - Encourage the applicant to submit
more applications for opportunities that interest them to strengthen the relationship. Another technique
to show the applicant that you want them to be a part of your company is by doing this.
Example – “We encourage you to submit an application for any vacant roles that match your skills
and interests.”
8. Conclude with a motivating statement- Your rejection letter's conclusion is your final opportunity
to leave a positive impression on the applicant. Thank the applicant for their time once again and wish
them success in their endeavours with one or two brief phrases.
Example- "Once again, thanks for your time, and good luck with your goals.
Sample of Rejection Letter of a Job Applicant
Subject: “Nest Makers - Open Operation Manager Position”
Greetings, David
We appreciate your interest in the available Operation Manager position. We value the time you
invested in coming to our office to speak with our staff.
At this time, we have made the decision to continue forward with other qualified candidates. We're
specifically seeking for someone with greater leadership expertise. Your communication skills and
familiarity with our financial products, however, were excellent. Additionally, we appreciated your
ability to communicate with each member of the interview team.
We would like to take you into consideration for upcoming positions at all of your branches, if you are
available. We also urge you to submit applications for any available roles that match your credentials.
Once again, I appreciate your time and wish you well in all of your future pursuits.
Alexander
Hiring Manager
Nest Makers
Question 2-
Answer – Ethics –The socially accepted codes of conduct that direct behaviour are known as ethics.
Although ethical behaviour is a company-wide concern, communication efforts are subject to extra-
strict scrutiny from regulators, legislators, investors, consumer groups, environmental groups, labour
organisations, and anyone else affected by business activities. This is because communications efforts
serve as a company's public face. All pertinent information is included, the message is truthful in every
aspect, and there are no lies or deceptions in ethical communication.
Ethical Behaviors - Ethical behaviors in a workplace are set values, moral principles, and certain
standards that need to be followed by all staff in the workplace.
Ethical Dilemma - A moral predicament in which a decision must be made between two equally
unacceptable options is called an ethical dilemma. Dilemmas can result from a variety of causes of
behaviour or attitude, such as failure of personal character, a contradiction between personal ideals and
organisational goals, a disagreement between organisational aims and society values, etc. A business
dilemma arises when a decision-maker in an organisation must choose between two or more solutions
that will have different effects on (ii) the profitability and competitiveness of the firm; and (ii) its
stakeholders. To make a better choice under such circumstances, one must act prudently. As you can
see, many of these moral decisions include trade-offs. Truth vs loyalty, short-term vs long-term,
individual vs community, and justice vs mercy are some common dilemma which one has to choose
between.
• An ethical dilemma, also known as a moral problem or ethical paradox, arises when a person
must choose between two possibilities, none of which are wholly ethically acceptable.
• The majority of the ethical and moral issues we confront in life have quite straightforward
solutions, despite the fact that we encounter many of them.
• On the other hand, ethical quandaries are exceedingly challenging problems that are difficult to
resolve. Therefore, everyone must have the ability to choose the best course of action in such
circumstances.
• Every individual may encounter across an ethical dilemma in practically any situation,
including social, professional, and personal ones.
• Ethical dilemmas are particularly important in professional life, Since they regularly arise at
work
• Discipline measures may be used if standards are broken.
Example 1.- Chick-fil-A Pays for Employee Education
The American fast food company will provide employees with up to $25,000 in tuition help.
Additionally, according to Restaurant Business, Chick-fil-A claims to have paid 53,000 employees $75
million in tuition.
Interestingly, according to Chick-fil-A, 90% of employees who get the tuition say they plan to stay on
as employees. Furthermore, 60% of the receivers of free tuition assert that they would not have been
able to attend college without corporate support. Moreover, 20% of winners of Chick-fil-A
scholarships claim that they are the first members of their family to enrol in college.
Being a good employer has benefited Chick-fil-A, which is now the third-largest fast-food business in
the country. For example, Chick-fil-revenues A's increased by $1.1 billion in 2017, which was twice as
fast as the combined growth of Wendy's and Burger King.
Example 2- Best Buy’s Commitment to Sustainability
By eliminating waste, Best Buy is dedicated to lessening the environmental effect of his business. By
offering Geek Squad repairs, Best Buy encourages customers to keep their equipment. Furthermore,
according to Best Buy, two billion pounds of old gadgets and appliances have been gathered for
recycling. Additionally, Best Buy runs Teen Tech Centers where underprivileged young Americans are
taught the fundamentals of technology. Teen Tech Centers aid Best Buy in expanding its workforce by
producing qualified workers, according to Retail Dive. Teen Tech Centers also assist in lowering
unemployment in America, where there is a severe lack of vocational education. At Best Buy, morality
is paying dividends in the form of survival. The success of a business depends on making moral
decisions, as demonstrated by Best Buy. This company is surviving America's retail apocalypse thanks
to its dedication to ethics and customer service.
Ethical Lapse - An ethical lapse is a mistake or bad decision that has a negative effect. A breach of
ethics does not always indicate a total loss of moral character, only an oversight or ethical blind spot.
Consistently delivering negative outcomes is not viewed as a "lapse," rather immoral. Large- or small-
scale, secretive or public, criminal or legal but immoral, ethical failings come in various shapes and
sizes. The reasons for these errors (in a typically ethical individual) are commonly referred to as
fallacies in academics.
• An ethical lapse is a mistake or bad decision that has a negative effect.
• A breach of ethics does not always indicate a total loss of moral character, only an oversight or
ethical blind spot. It is not a "lapse" if detrimental outcomes are consistently produced.
• Large- or small-scale, secretive or public, illegal or legal but immoral, ethical breaches can
happen to anybody at any time. The reasons for these lapse (in a typically ethical individual)
are commonly referred to as fallacies in academics.
• This kind of ethical lapse happens when an unethical act is permitted because it is believed that
morality cannot be defined.
• While it is true that everyone has a different concept of what is "ethical," this fact should not be
used to excuse unethical behaviour.
• Regardless of their particular moral standards, the majority of individuals would likely view
thousands of activities as wrong.
• Majority of cultures across the world consider lying, stealing, and murder to be wrong. When
the issue appears to be morally unclear, the moral maxim to follow is to minimise harm.
Example-
1. In order to "address potential federal criminal and civil accusations that, for more than a
decade, the bank's ambitious sales ambitions led to extensive consumer abuses, including
millions of accounts established without consumers' consent," Wells Fargo agreed to pay $3
billion in February 2020.
2. Another instance is when McDonald's dismissed its CEO for having an affair with a worker.
Although the connection was consensual, the US fast food giant said that Mr. Steve
Easterbrook had "violated company policy" and displayed "bad judgement." In an email
addressing the whole team, Mr. Easterbrook "acknowledged the relationship and stated it was a
mistake. I concur with the board that it is time for me to leave given the company's ideals, he
added.
Ethical lapses and ethical dilemmas are frequently confused! These two concepts have quite different
applications. An ethical lapse is a failure to act ethically in a particular circumstance, whereas an
ethical dilemma is a circumstance in which no morally correct option is available.
Question 3a-
Answer- Paragraph - A paragraph is a collection of related phrases that develops a single thought.
All text, regardless of length, is broken up into paragraphs.
A paragraph's in-depth growth is just as important as the composition as a whole.
• The Topic Sentence- The subject of the paragraph is made clear to the reader in the topic
sentence. The first sentence of the paragraph is typically—but not always—the subject
sentence.
• Unity - One thought per paragraph is the basic rule of paragraphing. The ideas in the
paragraphs that follow should be distinct perspectives on the same issue.
• Coherence- The sentences of a cohesive paragraph are all placed in such a way that they
cannot be switched with one another. Every sentence in a cohesive paragraph has a logical
flow.
• Emphasis- The author's main points should be emphasised in each paragraph.
Methods For Developing Paragraphs –
Five important method to develop a paragraph that will help Nishka in creating the content for FAQ
section of her organization’s website :-
1. Illustration - In practically all forms of writing, examples and illustrations are utilised to assist
support the ideas being made. The illustration paragraph uses instances to support its
conclusion (the main phrase), and it then makes a generalisation that includes a specific detail.
In order to prevent the reader from missing the primary point of the paragraph while using an
example to support a conclusion, make sure the image is brief and to the point.
2. Comparison or contrast- While contrast reveals differences, comparison highlights
similarities. By comparing it to or contrasting it with a known thing or notion, this strategy may
be used to explain a new object or concept. In order to build the paragraph, the writer may first
explore one subject in detail before presenting the second subject in its entirety, or the writer
may discuss one similar or distinctive attribute with each subject before moving on to other
qualities and describing both subjects at once. Presenting all the similarities between the issues
and then talking about all the differences between them may be a third approach.
3. Cause and effect- This technique separates the subject into its constituent components,
determines a cause-and-effect relationship among the parts, and carefully examines them. It is
often an analysis or descriptive mode. This approach could be used in chronological order
mode because one item leads to another.
4. Classification- The classification paragraph generally serves as an informative procedure for
grouping terms or concepts that are somewhat connected. Demonstrating the division of a
general concept into specific groups.
5. Problem and solution - A problem-and-solution paragraph starts with an explanation of the
issue, followed by one or more remedies. The goal of persuasive writing is to persuade the
reader that a particular course of action is the best one.
As Nishka is creating the content for the FAQ section of her organization's website, This above
five important techniques specially Problem and Solution method will benefit Nishka to develop a
powerful paragraph. First of all Nishka needs to read carefully the issues or feedback written by the
clients which will help her to find the best solution accordance to the issues and feedbacks
Question 3b-
Answer- It's not frightening to have problems. The absence of clear solutions in our minds actually
makes our heart freeze. Lists and detailed instructions provide us with a road map for
troubleshooting and lowering obstacles to success.
Numerous challenges that customers face range in complication or point of view. Time is running
out for them. They have access to an almost infinite variety of product possibilities. Reviews of the
products entice them. A consumer might not be aware of the ideal resolution to a problem in such
circumstances. However, as a service provider, one may put themselves in their position,
acknowledge the issue, find a fix, and win the client's confidence. The capacity to address a
customer's issue is what truly distinguishes churn from loyalty.
Problem and Solution in a Paragraph-
A problem-solution paragraph is a piece of writing that outlines a problem and explores potential
solutions. A problem-solution essay should state the issue and its context in the opening paragraph.
Additionally, it must to include some background data about potential problem-solving strategies.
The thesis statement that sums up the introductory paragraph's main objective should come at the
conclusion of the paragraph.
Well-structured Sample paragraph to resolve customer issue -
Dear, Customer
It seems that a problem with our server was the root of your connectivity problems. Your failure to
save your updates is also most likely due to poor connectivity. Our team has located the problem's
origin and is currently working to put a solution into place. Within the next hour, according to our
forecast, the issue will be entirely addressed. As soon as your access is reestablished, I'll get in
touch with you immediately to let you know.
I really regret any inconvenience these problems may have given you. I've decided to refund you
for this month's subscription cost. You will still have complete access to all of our software's
features.
We'll also be moving to new servers in the following two months, which will provide our service
even more reliability.
If you require any more support, don't be afraid to get in touch with us. We appreciate you taking
the time to offer us this insightful input.
Sincerely,
Nishka
Customer Service Representative
Conclusion-
The above sample paragraph is well-structured and in the manner of using problem-solution
technique, which showing- firstly greetings to the customer, than describe the problem that they are
facing and also apologize for all the inconvenient they are going through, regarding the company.
In the next sentence after demonstrating the problem try to give the best solution accordingly. In
the very next line, if any compensation is given to the customer should written clearly. And finally
thank the customer for their time.