ASSIGNMENT- BUSINESS COMMUNICATION

ANSWER-1

Adapting to your Audience involves identifying the audience and adapting a speech to their
interests, level of understanding, attitudes, and beliefs. Taking an audience-centered approach is
important because a speaker's effectiveness will be improved if the presentation is created and
delivered in an appropriate manner.

• You attitude
you attitude a popular term that refers to putting what you want to say in you attitude is a
crucial step both in thinking about your audience’s needs and in communicating your concern
to your audience.

Techniques of you attitude with example and situation

To apply you attitude, use the following five techniques:

1. Talk about the audience, not about yourself.

Lacks you attitude: We are shipping your order of September 21 this afternoon.

You-attitude: The sets you ordered will be shipped this afternoon and should reach you by
September 21.

2. Refer to the audience’s request or order specifically.

Lacks you attitude: Your order...

You attitude (to individual): The desk chair you ordered...

You-attitude (to a large store): Your invoice #783329...

3. Don’t talk about feelings, except to congratulate or offer sympathy.

Lacks you attitude: You’ll be happy to hear that your scholarship has been renewed.

You attitude: Congratulations! Your scholarship has been renewed.

4. In positive situations, use you more often than I. Use we when it includes the audience.
Lacks you attitude: We provide health insurance to all employees.

You attitude: You receive health insurance as a full-time Procter & Gamble employee.

5. In negative situations, avoid the word you. Protect the audience’s ego.
Use passive verbs and impersonal expressions to avoid assigning blame.

Lacks you attitude: You made no allowance for inflation in your estimate.

You attitude (passive): No allowance for inflation has been made in this estimate.
You attitude (impersonal): This estimate makes no allowance for inflation.

• Maintaining Standard of Etiquette

Business etiquette is an agreed-upon list of rules for communication that help create a
healthy work environment; one that fosters respect for colleagues, vendors, and
customers. A thorough understanding of business etiquette, and how to institute
organizational changes, can help build trust among employees in your organization, as
well as promote their professional growth.

Example-
Instead of Write this
You have damaged the company image because of Let’s review the marketing process and
your incompetent marketing skills. look at ways to improve.

You have been sitting on our orders for two weeks We haven’t received the order you
and we need it now. promised to deliver two weeks ago.
Please suggest a firm delivery date.

• Emphasizing the Positive

Positive emphasis is a way of looking at things. such as Is the bottle half empty or half full? You
can create positive emphasis with the words, information, organization, and layout you choose.

Creating positive emphasis by using the following five techniques:

1. Avoid negative words and words with negative connotations.
Negative: We have failed to finish taking inventory.
 Better: We haven’t finished taking inventory.

2. Focus on what the audience can do rather than on limitations.

Negative: You will not qualify for the student membership rate of $25 a year unless you
are a full-time student.
Better: You get all the benefits of membership for only $25 a year if you’re a fulltime
student.

3. Justify negative information by giving a reason or linking it to an audience benefit.

Negative: We Cannot sell individual report covers.
Better: To keep down packaging costs and to help you save on shipping and handling
costs, we sell report covers in packages of 12.

4. If the negative is truly unimportant, omit it.

Negative: A one-year subscription to PC Magazine is $49.97. That rate is not as low as
the rates charged for some magazines.
Better: A one-year subscription to PC Magazine is $49.97.

5. Put the negative information in the middle and present it compactly.

When a letter or memo runs several pages, remember that the bottom of the first page is
also a position of emphasis, even if it is in the middle of a paragraph, because of the extra
white space of the bottom margin. (The first page gets more attention because it is on top
and the reader’s eye may catch lines of the message even when he or she isn’t
consciously reading it; the tops and bottoms of subsequent pages don’t get this extra
attention.) If possible, avoid placing negative information at the bottom of the first page.

• Using Bias Free Language

Sometimes the language we use reflects our stereotypes. While in speech our facial expressions
or even gestures may convince our listeners that we are not being offensive, in writing it is a lot
harder to do.
To avoid confusion and needless anger on the part of the reader, use language that is clear,
objective, and stereotype-free. Avoid making generalizations when talking about gender,
ethnicity, race, sexual orientation, or people with disabilities.
Gender

When a word has the suffix -man or -woman, check to see if it reflects the gender of the person
described. Use more neutral alternatives when gender is not important to the idea you are getting
across. For example, use chairperson or chair instead of chairman, fire fighter instead
of fireman, or sales person instead of salesman.Avoid using masculine pronouns when the
gender of the person is not known:

Biased: Each consultant has to submit his project proposal before the next team meeting.

Unbiased: Each consultants has to submit his/her project proposal before the next meeting.

or

All consultants has to submit their project proposal before the next meeting.

Race and Ethnicity

If race or ethnicity is used to describe a person, it has to be relevant to the information presented.

Biased Language Alternatives

If he is elected, he would be the first person of lf he is elected, he would be the first African-
color in the White House. American in the White House.

Disability
Labels are often generated when we use adjectives as collective nouns. Avoid using labels the
disabled, the schizophrenics; instead, use people with disabilities, people diagnosed with
schizophrenia.
The APA Manual of Style also recommends using emotionally neutral expressions when
describing people with disabilities: a person with AIDS rather than an AIDS victim, a person
with emphysema rather than a person suffering from emphysema.
Biased Language Alternatives
He has had the physical handicap since he was He has had the physical impairment since he was
5 years old. 5 years old.

Age

Avoid derogatory or condescending terms associated with age. "Little old lady" can be
rephrased as "a woman in her 80s," while an "immature adolescent" is better described as a
"teenager" or "teen."

Biased Language Alternatives

There are many elderly people in our There are many senior citizens (or seniors) in our
town. town.

As the Team Leader with Amazon that’s how I will explain them how to draft business
messages.
 ANSWER-2

House no.1/11, Navjeevan society

Raipur, C.G

2 May, 2022

Dr. Shilpi Sengupta

The professor (ABS, Department)
Amity University Chhattisgarh
Raipur.

Subject- Request for a recommendation letter.

Respect Ma’am

Hope you’re well. I’m Lisa of section-A from ‘B.com 2016-19’ Batch.
I would like to let you know that we have greatly enjoyed and benefited from Research
Methodology classes that we took with you over the past three years. I have been working in the
field of Finance for the last 3 years.
Now, I decided to do my post-graduation in management from XIMB. As a
part of my documents I need a general recommendation for credentials file. I have included a
summary sheet to refresh your memory about some of my key papers including my senior thesis.
I have also attached my resume which will bring you up to date about some of my
accomplishments outside the classroom. So, it would be grateful if you write the same for me.

Thanks so much for all you have done for me and for taking the time to review this request.

Yours faithfully
Lisa

ANSWER-3

(a) “Tone” is the feeling and reactions of a subject of content, portrayed through language
and intonation of language. Tone helps you better relate to your audience’s emotions,
needs, wants, and interests. The better you can relate to them, the stronger their
engagement with your content will be. Tone can build a connection between reader and
writer (or reader and brand) by eliciting an emotional response from the reader.

Here, the tone of the letter will be ‘angry’

Tone must be persuasive. Using tone in communication will directly influence you
reader’s reaction. If you write in an angry tone about your competitors’ unethical sourcing, you’ll
persuade your readers to be angry as well. If you write about their unethical sourcing in a factual,
informational way, that may not elicit the same sort of angry response that would drive your
customers to instead purchase from you. In this way the tone will affect the manner in which the
reader responds.

(b)

House no.1/11, Navjeevan society

Raipur, C.G

16 March, 2022

The Manager
Flipkart

Subject: Complaint regarding the Kitchen Aid stand mixer.

Dear Sir/Madam

I’m Jass Javvy. I purchased a Kitchen Aid stand mixer from your 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 I decided to return it back on 5th January. I
called the company every week and the representative 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.
On 15th March, I received a statement for credit card and to my dismay I found that no credit
has been applied to my account. Your representative isn’t taking the problem seriously.

Therefore, I request to kindly concern on this matter and hoping for immediate action regarding
the issue or else I may need to file a complain against the company in consumer forum.

Thank you.

Jass Javvy