Business Communication

December 2022 Examination

Ans 1.
Introduction

HR is responsible for ensuring that the applicant takes the news well and searches for a better
opportunity. Before proceeding to the next step, we must provide the applicant with a formal
letter of refusal. A letter of agreement is much easier to draught than a letter of rejection.
There is a good reason why people despise human resources. The best candidate for the job
must be chosen, though, and HR must inform them of their rejection.
One may wonder what a letter of rejection actually implies at this time. It is contested that a
professional technique was used to inform candidates of their prospects of being hired for that
particular job responsibility in a certain organisation or firm. HR should make a significant
effort to ensure that the information is presented formally, with thoughts of generosity and
compassion, when writing a rejection letter.
Concept and assessment
We'll cover a variety of rejection letter-related issues in this post, including how to draught
rejected letters and how to analyse examples and samples. There are a few things to consider
while writing a rejection letter. For instance, the letter needs to be written in a courteous and
polite tone.

Several of them are listed below:

1. At the conclusion, a good denial letter should include guidelines to help the recipient
pinpoint their areas of strength and weakness.
2. Occasionally, some companies decide to avoid alerting customers of their refusal because
doing so would only damage the company's standing in the market. Candidates must be
rejected in writing if they don't suit the culture.
3. Retaining a professional demeanour will assist you and the business in building a trusting
relationship with the prospect.
The aforementioned data must be examined by HR to guarantee that the company's reputation
is safeguarded. Because of this, it's critical to draught the letter of rejection while taking the
applicant's feelings into consideration and stating the reasons the business decided against
hiring them. Two advantages of a favourable rejection letter include keeping the lines of
communication open and potentially even aiding the candidate by giving them additional
consideration. By doing this, the person will immediately have a big impact and work
incredibly hard to increase their prospects. A promise from HR inspires the candidate to
prioritise her future objectives. Additionally, HR will gain from its relationships with
potential customers.

Significant things to keep in mind when writing a denial letter include the following:
1. Commence by expressing gratitude for their patronage and going through the specifics of
the prospect's application.
After "the prospect was rejected from the list and was not picked for further consideration,"
use a stronger verb tense.
3. Make a compelling case for why you weren't chosen based on the requirements of the
company.
4. Encourage development while making an effort to rationally outline the candidate's
benefits and drawbacks.
5. Finish by wishing you luck and describing any possible results.

An excellent example of a rejection letter is provided below:

To address: an email address that is relevant to the candidate
Mention the job title and firm name in the subject line.
Dear (Name of Applicant),
I'm glad to see that you're using it. We value the effort you put out when applying to work for
our company.
You are being informed by this email that the business has chosen to move forward with
other applications at this time. However, a few elements delighted us sufficiently that we are
now moving forward with new applications. But there were a few qualities with which we
were thrilled. We're looking for people with (mention the requirement or credentials).
If you're interested, we'd want to discuss your possibilities for the future. You are welcome to
apply for any open positions in our organisation that fit your qualifications and experience.
Greetings for a prosperous future. I hope you will remember the aforementioned note.
I appreciate it.
Your name, your work title, the name of your business, or your seal
Conclusion
In the past, the hiring manager or the firm had complete discretion over how to handle any
applications or prospects. The situation has changed with the introduction of social networks.
A candidate who is demoralised by a rejection may now harm the reputation of the business.
Without jeopardising the candidates' perspectives, the organisation must communicate
properly, but it's critical to emphasise that nothing like this ever occurs. Writing a compelling
rejection letter is essential; it must acknowledge the rejection, show empathy, and close with
inspiration and vigour.

Answer 2:

Introduction
Ethical behaviour is essential for both business success and community achievement. On the
job, ethical behaviour is also possible. If they want to work in a productive environment,
employees should uphold moral norms. Sincerity, justice, and transparency are just a few of
the qualities and ideals that will help these relationships flourish as they grow. To maintain a
moral atmosphere, parties must adhere to specific ethical guidelines.
They encounter issues, nonetheless, when a business commits unethical errors. A moral error
is a bad choice that has unfavourable results. Ethics mistakes are not indicative of a general
lack of honesty; rather, they are oversights or unexamined ethical issues. Making a poor
impression repeatedly is viewed as dishonest behaviour rather than a mistake. Ethics
violations might be small or big, concealed or out in the open. Whether or not something is
prohibited, it is still bad. In scientific study, the causes of these errors are occasionally
referred to as "mistakes."

Concept and assessment

To better understand ethical behaviour and violations, consider the following two examples
and their related descriptions. We will also look at any differences between these two
essential service communication channels at this point.
Example 1: As a doctor, you are now in a situation. You can either carry out the surgery to
save the patient's life or you can decline to do it for a particular cause. The doctor is forced to
choose between these two options because they are both obvious.
You decided to have the procedure. You didn't wash your hands even after the treatment was
successfully completed and you were prepared to leave the OT area. This behaviour led to the
person becoming infected. This incident has demonstrated that the doctor broke the doctor-
patient code of ethics since you were unable to do so.
Example 2: The sneaker company Rapo Speed struggles with money problems. The
company is currently in poor shape as a result of a 25% increase in the price of its raw
materials and a sharp decline in its gross margins. At the end of the month, the business had
to pay the employees' salaries. Due to their financial situation, they decided to postpone the
payment until the fifth day of the next month. The business has also promised not to divulge
this information to its employees.

As a result, the workers complained to the government-run operations organisation, and the
company was accused of treating its employees unethically. The corporation was penalised
with a fine of $25,000 for its unethical behaviour, and the workers also received additional
compensation for the payment delay.

What considerations should a student make in the absence of specific guidelines and norms
while choosing an ethical communication course of action? Before going on to the
responsibilities of the trainee, we'll briefly go through the tasks of a fitness instructor.
Training is one of the most important issues facing every business. Raising workplace
performance standards is the goal.

It assists in:

1. enhancing employee performance, which increases business productivity.

2. The degree to which things are fiercely competitive at work.
3. Improves employee morale
4. Customer fulfilment
5. A trustworthy history and record
Therefore, it is the duty of both the instructor and the trainee to produce a beautiful product
that is advantageous to the company. Even though training is always customised to a
company's needs, several fundamental concepts hold true. The training session usually fails
because the audience is not paying attention, despite the fact that we continually demand
reliable results and the best performance from every trainer. Therefore, we may assess what
constitutes a flawless training session by comprehending the expectations of both the
instructors and the learners.
1. To become a competent trainer, a student needs to be driven and enthusiastic.
2. The student should be in the best learning mode and not bring any personal issues to the
training location.
3. The student must be dependable and punctual.
4. The student shouldn't wait to be invited to the training session; they should be ready and
expect it.

The learners must be ready for

1. The instructor needs to be an expert in the field.
2. The instructor must have the ability to describe, clarify, and emphasise ideas.
3. They ought to be interactive and include audience participation.
4. Each learner's instruction needs to be tailored.
5. The training should make the target audience feel powerful and valued at work.

Conclusion
The foundational yet crucial element of both business and daily life is ethics.
They offer a variety of approaches to life and decision-making. In certain aspects, they act as
the basis for making decisions. Ethical choices can have a big impact on a company's legal
requirements as well as how stakeholders view them. Due to the apparent cascading effect on
the company's employees, supplier networks, and clients, business decisions should also be
based on moral principles. These days, businesses that are open and strongly emphasise
moral customer service techniques that finally solve these ethical difficulties are frequently
well-liked and have the ability to grow.

Answer 3a,
Paragraphs serve as the framework for all contexts, whether they are created for print or
online. Information can now be found with as little effort as clicking a button, thanks to the
evolution of the digital world. As a result, paragraph development is crucial for a website to
avoid leaving users with any crucial unanswered issues.
Concept and assessment
The following are five guidelines for writing effective paragraphs:
1. On the FAQs page, highlight the organization's goals and accomplishments. The reader
will have no trouble comprehending how well your business is doing as a result.
Additionally, while keeping the page's primary goal in mind, attempt to be as specific as you
can. You should consider a different part of sales development called sales focus. Compose a
great paragraph by incorporating relevant data and carrying out textual analysis on the subject
that is linked to your argument.
2. Use pertinent examples to illustrate the benefits of FAQs. Because they can then assess
their needs and publish information requests, the readers will benefit from the
recommendation. Before you talk, consider your terminology carefully. Try to write more
professionally and refrain from using unclear adjectives like "great," "superb," "satisfied,"
and "poor."
3. Do some research on the majority of the clients' frequently asked queries.
On occasion, your email might include details on some of the most well-known quarries.
Strive to see things from the perspective of the consumer and be persistent. Prior to
submission, proofread your grammar. And to keep your grammar in check and avoid tricky
situations like this one, stay current on a range of grammatical rules and subjects.
4. In the paragraph that follows, each purpose is explained using examples and how it relates
to the goals of the organization. This justification will help the reader understand why you
selected these particular situations to support the primary idea of your text.
5. Summarize your company's operations and identify its main divisions. Because of this,
viewers will find it easier to post queries with information about these departments or
organisations.
By following these recommendations, you can be certain that you have all the information
your client may require or desire.

Conclusion
A significant responsibility is website upkeep for a particular market. When you write for a
company's website, you must keep in mind that readers or visitors will visit the page. Your
company's reputation will be widely publicised in an effort to draw in additional clients.
Answer 3B: For many firms, communicating with consumers and making an effort to ease
their difficulties includes finding answers to their problems. Present yourself as someone who
wants to increase customer satisfaction by resolving their issues. In that circumstance, a
business can prosper by realising the benefits of client retention and creating solutions to a
range of customer problems.

Concept and assessment

Take the case of a customer who is having trouble finding a product. He also offers
maintenance guidelines in a book on the subject.Delivery delays about which they can advise
the Customer service representatives must give clients the information they need to be happy
when they call a business repeatedly to inquire about stock updates. If necessary, the CSR
could offer the customer a special offer or discount to make them happy. CSRs are required
to report problems to their executives and supervisors after interacting with the customer.
You can make sure that the customer's message is noticed by people who have the authority
to make big changes or place a lot more orders for goods by communicating with other firm
personnel. It can also assist CSRs in determining whether there are any justifications for the
company's failure to replenish the inventory. The customer can be informed by the service
staff when the item is back in stock.
Customers may occasionally find that the tracking features offered by the company's products
fall short of their expectations. While some customers may enjoy receiving regular updates
throughout the resolution process, others may prefer to be notified when the company replies
to or resolves a complaint. When talking with customers about their issues or worries, CSRs
can select the most effective communication method by listening to what they have to say.
This will help you understand the customer's point of view, particularly in terms of their level
of patience. Another fantastic solution for resolving the problem is to use a ticketing system,
which allots a number to each complaint clients submit to the business. Using some ticketing
software, customers may track their services to check their current status and the scheduled
pickup time.

Conclusion
In spite of this, a company must give customer service top priority because it directly
influences its capacity to increase sales. CSRs are crucial in keeping the line of
communication open between customers and managers. The CSR should then forward the
testimonial if a customer is dissatisfied with the solutions offered so that the necessary
adjustments can be made. Customers should also be informed of the changes.