NMIMS Global Access

School for Continuing Education (NGA-SCE)

Course: Business Communication

Internal Assignment Applicable for June 2022 Examination

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.

Answer: -
Using the You Attitude
Focused correspondence and the "you" demeanor — talking and writing concerning your
crowd's desires, interests, expectations, and inclinations. On the easiest level, you can embrace
the "you" demeanor by supplanting terms like I, me, mine, we, us, and our own with all of you
lovely people:
-Embracing the "you" demeanor implies talking and writing with regards to your crowd's
desires, interests, expectations, and inclinations.
-it's a question of showing certified interest in your perusers and worry for their requirements.
You can involve you multiple times in a solitary page nevertheless outrage your crowd or
disregard perusers' actual worries. On the off chance that you're keeping in touch with a retailer,
attempt to take on a similar mindset as a retailer; assuming you're managing a creation manager,
set yourself there; assuming that you're keeping in touch with a disappointed client, envision
how you would feel at the opposite finish of the exchange.
Rather than This: Tuesday is the main day that we can guarantee speedy reaction to buy request
demands; we are overwhelmed the remainder of the week
Compose This: If you really want a speedy reaction, if it's not too much trouble, present your
buy request demands on Tuesday
Rather than this: We offer MP3 players with 50, 75, or 100 gigabytes of capacity limit.
Compose this: You can pick a MP3 player with 50, 75, or 100 gigabytes of capacity.
Know that on certain events, it's smarter to abstain from utilizing you, especially assuming
doing so will sound excessively definitive or denouncing:
Rather than This - You neglected to convey the client's organization on time.
Compose This - The client didn't get the request on time.
Rather than this - You should address each of the five duplicates by early afternoon.
Compose this - All five duplicates should be rectified by early afternoon.

In certain societies, it is ill-advised to single out one individual's accomplishments, on the

grounds that the entire group is answerable for the result; all things considered, utilizing the
pronoun we or our (when you and your crowd are important for a similar group) would be more
fitting
Try not to utilize you and your - while doing so Makes you sound domineering Makes another
person feel remorseful Goes against your association's style.
Maintaining Standard of Etiquette
Great decorum shows regard for your crowd as well as helps cultivate a more fruitful climate
for correspondence by limiting pessimistic profound response: Even on the off chance that a
circumstance calls for you in all honestly, express current realities of the matter in a sort and
smart way. Utilize additional civility while speaking with individuals higher up the association
outline or outside the organization.
Rather than This
-Indeed, you've figured out how to cut down the whole site through your uncouth programming
-You've been perched on our request for a very long time, and we want it now!

Compose This
-How about we survey the last site update to investigate ways of working on the cycle.
-Our creation plans rely upon ideal conveyance of parts and supplies, yet we have not yet gotten
the request you vowed to convey fourteen days prior. If it's not too much trouble, answer today
with a firm conveyance responsibility.

On the off chance that you understand your listeners' perspective well, a less conventional
methodology might be more suitable. Be that as it may, when you are speaking with individuals
who outclass you or with individuals outside your association, an additional proportion of
kindness is generally required.

Emphasizing the Positive

During your vocation, you will have many events in which you really want to impart terrible
news. In any case, there is a major contrast between conveying negative news and being
negative. At the point when the tone of your message is negative, you put superfluous burden
on business connections. Never attempt to conceal negative news, however forever be keeping
watch for positive focuses that will cultivate a decent connection with your audience. You can
impart negative news without being negative
Rather than This
-Fixing your PC today is unthinkable.
-We squandered $300,000 promoting in that magazine.
Compose This
-Your PC can be prepared by Tuesday. Could you like a loaner up to that point?
-Our $300,000 promoting venture didn't pay off. We should investigate the experience and
apply the bits of knowledge to future missions
Doublespeak’s are milder equivalents that can communicate a thought while setting off less
unfortunate underlying meanings, however they ought to never be utilized to darken reality.
Euphemisms
words or expressions that offer a viewpoint in milder terms — that convey your significance
without conveying negative or terrible undertones. For instance, one normal code word is
alluding to individuals past a particular age as "senior residents" as opposed to "elderly folks
individuals." Senior conveys regard such that old doesn't. Doublespeak’s can carry a tone of
mutual respect to undesirable correspondence; however, they should be utilized with
incredible consideration since they are so natural — thus enticing — to abuse. Code words
can be irritating assuming they force perusers to "set out to find the underlying story" to
receive the message, and they can be untrustworthy on the off chance that they dark reality.
For example, perhaps the hardest message a director at any point needs to compose is an
inward reminder or email declaring cutbacks.

Using Bias-Free Language

Predisposition free language dodges words and expressions that unjustifiably and try and
deceptively classify or slander individuals in manners connected with orientation, race,
nationality, age, handicap, or other individual attributes. In opposition to what some might
think, one-sided language isn't just about "names."
Gender bias.
Keep away from chauvinist language by involving similar marks for everybody, paying little
heed to orientation. Try not to allude to a lady as executive and afterward to a man as director.
Use seat, administrator, or director reliably. (Note that it is entirely expected to utilize executive
while alluding to a lady directorate. Note that the favoured title for ladies in business is Ms.
except if the individual requests to be tended to as Miss or Mrs. or has another title, like Dr.
Racial and ethnic bias
Try not to recognize individuals by race or ethnic beginning except if such a name is pertinent to the
current matter — and it seldom is.

Age bias.
Notice the age of an individual just when it is important. Additionally, watch out for the setting
wherein you use words that allude to progress in years; such words convey an assortment of
good and regrettable underlying meanings. For instance, youthful can infer energy, energy,
freshness, or even adolescence, it relying upon how is utilized.
Disability bias.
Physical, mental, tactile, or close to home debilitations ought to never be referenced in business
messages except if those conditions are straightforwardly pertinent to the subject. Assuming
you should allude to somebody's incapacity, put the individual first and the handicap second.
For instance, by expressing "workers with actual impediment," not "crippled representatives,"
you center around the entire individual, not the inability. At last, never utilize obsolete wording
like disabled or impeded.

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.

Answer: -
Dear Professor Jameson,

I thoroughly enjoyed your Economics classes when I was in college, and I learned so much. In
fact, it confirmed my belief that pursuing a career in Economics is the right choice. I'm trusting
that you believe you got to know me and my scholarly capacities during the semester since I
might want to request that you compose a recommendation letter.

I Wanted to pursue post-Graduation in finance from a reputed college and as part of the
admission process, I needed a recommendation letter from a professor and I couldn’t think of
any other professor apart from you as you were one of my favourite professors. Just to refresh
your memories I would like to remind you that I am the one who use to Lead your team in the
College Debate competition as well as I use to organise the events for your club either it was a
Quiz competition or any cultural or Marketing activity.
Could you please let me know if you are comfortable in providing me the Recommendation
letter? Assuming need be, I would gladly address any inquiries or give extra data that would
assist you with composing your letter.
Much obliged to you for all your help and for setting aside some margin to audit my solicitation.

Sincerely,
Lisa

3. Write a complaint letter to the Director of Consumer Grievance Redressal Cell based on the
facts given below: a Kitchen
You are Jass Javvy. You bought 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.

Answer: -
A claim letter is an enticing letter sent by a client to a business or office to distinguish an issue
with an item or administration and can likewise be alluded to as a letter of grumbling.
Commonly, a claim letter opens (and at times closes) with a solicitation for changes, like a
discount, substitution, or instalment for harms, however a heartfelt opening passage about the
exchange or item might be liked.
As a strategy for business composing, guarantee letters are sent as a lawfully restricting type
of correspondence which can act as proof on the off chance that a claim is indicted. Much of
the time, court appearances are not needed on the grounds that the business beneficiary
normally drafts an answer as a change letter, which settles the case.
Principal Elements of a Claim Letter
Most business experts and researchers concur that a fundamental claim letter ought to
incorporate four center components: an unmistakable clarification of the grumbling, a
clarification of what hardship this has caused or the misfortunes endured as a result of it, an
enticement for genuineness and decency, and an assertion of what you would think about a fair
change consequently.
Accuracy in the clarification is crucial to the claim being settled rapidly and really, so a claim
essayist ought to give as much insight concerning the blemish of an item or the shortcoming in
help got, including date and time, the sum is cost and receipt or request number, and whatever
other detail that help characterize precisely exact thing turned out badly.
The bother this issue has caused and an allure for the peruser's mankind and empathy are
similarly significant in getting what the essayist asks for from the claim. This gives the peruser
inspiration to follow up on the essayist's solicitation quickly to redress what is going on and
keep up with the client as a client.
Tone for Effective Letter
The tone of the letter ought to be kept to basically a business relaxed level, in the event that not
business formal, to keep an impressive skill to the solicitation. Moreover, the essayist ought to
pen the grievance with the presumption that the solicitation will be conceded upon receipt.
Steps to be followed for Effective letter: -
✓ Be considerate
Create in a deferential tone and furthermore forestall making compromising, frantic, or funny
comments regardless. Remember that the singular perusing your letter wasn't straightforwardly
liable for anything occurred. They'll be more responsive and prepared to enchant a charitable,
obliging client than an irate, accusatory one.
✓ Be compact
Client support specialists might get upwards of a huge number of letters day to day, and that
implies you need to rapidly arrive at the stage, so they realize exactly the thing they're managing
when they begin perusing. In the event that your correspondence is excessively lengthy or
itemized, the peruser will tend to chalk its items and find out about the particular issue or
needed goal.
✓ Be definitive
Becoming legitimate on your correspondence creates precisely perfect tone and permits the
organization realize you gripe genuinely. This is especially valid for genuine protests, which
could have critical monetary results.
✓ Design your correspondence at a new, legitimate way
As expressed already, expertly requested your correspondence can emphatically impact how
your objection is gotten. Incorporate your name, address and the date at the absolute best right-
hand corner, then, at that point, trailed by the title or name of the person who you are writing
to, and alongside the association's discourse, then again, directly over the body of this
correspondence.

b. Assume yourself to be Jass Javvy and write a complaint letter to Flipkart.

Answer: -
Complaint Letter to Flipkart about Faulty Product Letter

18-03-2022
To,
Consumer Helpline
Flipkart

Subject: Complaint Letter about Faulty Product

From,
Jass Javvy
Anand Nagar, Sahbajpur,
Muzaffarpur
Bihar
842004

Dear Team,

I have as of late bought an 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 I have encased a copy
of my receipt for your reference. Sadly, the thing doesn't work by any means, I have perused
every one of the subtleties inside the going with guidance as well as managed the different
investigating techniques but it seems that the simply is a faculty product. As the stand mixer
did not perform satisfactorily, I decided to return it to Flipkart and send it back on 5th
January.
I talked to your representative and was informed over phone that the transportation and
handling charges as well as money equivalent to the price of the mixer, would be credited
to my account within 7 business days. I got my credit card statement for the month but still
no amount has been credited to my account.
Please advise me when I will get my amount back to my account and what is the reason
that I did not receive my amount.
Yours sincerely
Prashant Raj