Business Communication

Basic parts of speech

 Rules of grammar
 Glenn Legett “Grammar is the systematic description of the ways
language work”
 Grammar refers to the generally acceptable rules underlying the
use of language.
 Save the language from vague, ambiguous
 Sentence- How words are arranged to make a sentence?
 Declarative Sentence E.g. Management is the art of getting things done
through others
 Interrogative sentence e.g.What is the role of management in the present
changing environment?
 Imperative sentence e.g.Try to do things in excellent way
 Exclamatory sentence e.g. How good the product are
Noun
 Name of the any person, place, thing or concept
 Person- Rishabh, worker, author…
 Place- Amritsar, Chandigarh
 Objects- Chair, book, goods
 Concepts- Accounting, Production etc
 Singular(Management is an art) & Plural (There is a conflict
between him and management)
 Person – He is the person to see.
 Person – John started to run.
 Person – Plato was an influential Greek philosopher.
 Person – Sharon admires her grandfather.
 Person – My mother looks a lot like my grandmother,
and I look very much like them.
 Animal – The dog barked at the cat.
 Animal – Elephants never forget.
 Place – The restaurant is open.
 Place – Let’s go to the beach.
 Thing – Throw the ball.
 Thing – Please close the door and lock it.
 Idea – Follow the rules.
 Common Noun:You broke my favorite mug.
 Proper Noun: I can’t believe you broke my Snoopy mug.
 Pronoun
 The pronoun is used for taking the place of one or more nouns for the
purpose of avoiding the needless repetition of that particular noun
 E.g. The directors constituted meeting at Head office on Jan 12 for
discussing the matter related with misbehavior of Mr. Naresh. They
came to the conclusion that he was guilty of misbehavior and decided
to suspend him.
 Without pronouns, we’d have to keep on repeating nouns, and that
would make our speech and writing repetitive, not to mention
cumbersome. Most pronouns are very short words. Examples
include:
 He
 She
 They
 It
 We
 Who
 Examples:-
 We are going on vacation.
 Don’t tell me that you can’t go with us.
 Anybody who says it won’t be fun has no clue what they are talking
about.
 These are terribly steep stairs.
 We ran into each other at the mall.
 I’m not sure which is worse: rain or snow.
 It is one of the nicest Italian restaurants in town.
 Richard stared at himself in the mirror.
 The laundry isn’t going to do itself.
 Someone spilled orange juice all over the countertop!
Verb
 The verb signals an action, an occurrence, or a state of being.
Whether mental, physical, or mechanical, verbs always express
activity.
 Verb is a word that makes a statement about something by
expressing an action or state of being
 E.g. The chairman presented the annual report to shareholders
 Let’s run to the corner and back.
 I hear the train coming.
 Call me when you’re finished with class.
 Mental Verb
 I know the answer.
 She recognized me from across the room.
Adjective
 The simplest definition of an adjective is that it is a word that
describes or clarifies a noun. Adjectives describe nouns by giving
some information about an object’s size, shape, age, color, origin
or material.
 Adjectives are words that describe or modify other words, making
your writing and speaking much more specific, and a whole lot
more interesting.
 Adjectives are used to modify nouns and pronouns by describing
some qualitative features
 Words like small, blue, and sharp are descriptive, and they are all
examples of adjectives. Because adjectives are used to identify or
quantify individual people and unique things,
Example
 They live in a big, beautiful house
 Since it’s a hot day, Jack is wearing a sleeveless t-shirt
 The mountaintops are covered in sparkling snow
 On her birthday, Brenda received an antique vase filled
with fragrant
 She wore a beautiful dress.
 Ben is an adorable baby.
Adverb
 An adverb is a word that is used to change or qualify the
meaning of an adjective,
 Adverb give additional information
 E.g. Always smile while selling
 Please execute the order quickly
 They performed their duty very honestly
 Preposition
 Preposition always appear before noun
 Prepositions can have different functions
 They indicate position, time, place, purpose, direction,
movement, means, source, manner
 E.g. at, on, about, from, to, like, from etc
 I prefer to read in the library.
 He climbed up the ladder to get into the room.
 Please sign your name on the dotted line after you read the
contract.
 Go down the stairs and through the door.
 He swam across the pool.
 Take your brother with you.
Article
 The word “a”, “an”, “the” are called articles
 Always come before noun and help to identify the person,
place or thing
 E.g. A car was purchased by the company
 A meeting of sales staff was held in the office
 We saw an object lying in the store
 He is an honest officer
 Idioms
 An expression that cannot be understood from the meanings of its
separate words but that has a separate meaning of its own
 An expression whose meanings cannot be inferred from the meanings
of the words that make it up
 a group of words whose meaning cannot be predicted from the
meanings of the constituent words
 E.g. Raining like cats and dogs
 Jump the gun - would mean to be doing something early
 If something occurs rarely, it is said to happen “once in a blue moon”
 Kill two birds with one stoneThis idiom means, to accomplish two
different things at the same time.
 Don't count your chickens before the eggs have hatched:-This idiom is
used to express "Don't make plans for something that might not
happen".
 A hot potato:- Speak of an issue (mostly current) which many people
are talking about and which is usually disputed
 Actions speak louder than words:- People's intentions can be judged
better by what they do than what they say.
 Add insult to injury:-To further a loss with mockery or indignity; to
worsen an unfavorable situation.
 Ball is in your court:-It is up to you to make the next decision or step
 Beat around the bush:-Avoiding the main topic. Not speaking directly
about the issue.
 Blessing in disguise:-Something good that isn't recognized at first.
 Burn the midnight oil:-To work late into the night’
 Can't judge a book by its cover:-Cannot judge something primarily on
appearance.
 Don't put all your eggs in one basket:-Do not put all your resources in
one possibility.
 One word substitution
 Herbivorous:-A grass eating animal
 Heritage-what is got from ancestors
 Germicide-A medicine that kills germs
 Gullible-One who is easily deceived
 Heterogeneous-Things of different nature
 Homicide:-Murder of a human being
 Homogeneous:-Thing of same nature.
 Horizon:-The point where the earth and sky seem to meet.
 Hospitable:-Fond of entertaining guests.
 Hypocrite:-One who pretends to be what he is not
 Hypothesis:-A tentative assumption
 ImitableWhich can be imitated.
 Immigrant:-One who lives in a foreign country
Tenses
 Introduction, uses of present, past and future tense
 The concept of tense in English is a method that we use to
refer to time - past, present and future.
 A tense is a form taken by a verb to show the time of an
action.
 Present tense: The verb shows action that happens
regularly.
 Past tense: The verb shows action that happened. example: I
wrote a story about animals.
 Future tense: The verb shows action that will happen.
 Time expresses:
 Past - before now
 Present - now, or any time that includes now
 Future - after now
Use of prepositions conjunctions
 Prepositions
 There are approximately 80 to 100 prepositions in the
English language.
 Prepositions are words that introduce information to the
reader.
 This information can include where something takes place
(such as 'at' the store), when or why something takes place
(such as 'before' dinner)
 Here are some examples of prepositional phrases:
 'under' the desk
'during' the lecture
'across' the yard
'after' lunch
'behind' the tree
 My mom laughed.
 My mom laughed 'at the joke'.
 I put an egg on the kitchen table.
 The paper is on my desk.
 I will meet you at 12 p.m.
 There is a party at the club house.
 The new semester will start in March.
Excercise
 Choose a correct preposition in the sentence.

1)I want to lose 5 kilogram (on, at, in) one

month.
2)Could you get me this pants (on, at, in) a
larger size?
3)She seems to be interested (on, at, in)
Psychology.
4)I will come to pick you up (on, at, in) 2 pm
tomorrow.
5)This class will be held (on, at, in) Mondays.
Examples
 The sun is above the clouds.
 It's dangerous to run across the road.
 I'll phone you after lunch.
 The bank is beside the cinema.
 I bought this book for you.
 On the way to the station.
 She walked up the stairs.
Use of interjections
 An interjection is a part of speech that shows the emotion
or feeling of the author.
 Congratulations, you won the match.
 Hello! How are you?
 Good! Now we can move on to the next lesson.
 Yahoo! I got my Christmas bonus!
 Oh! They’re here!
 Hooray! I got the job!
 Oh, really? I never thought he’s that kind of guy.
Use of punctuations
 Punctuation is the system of
signs or symbols given to a
reader to show how a sentence
is constructed and how it should
be read.
 Punctuation shows how the
sentence should be read and
makes the meaning clear.

 (COMMA)The boy, who knew

that his mother was about to
arrive, ran quickly towards the
opening door.
 Full stop- A full stop should always be used to end a sentence. The full stop
indicates that a point has been made and that you are about to move on to further
explanations or a related point.
 An exclamation mark indicates strong feeling within a sentence, such as fear,
anger or love.
“Stop! Police!”
 The question mark simply indicates that a sentence is asking a question. It always
comes at the end of a sentence:
Are we at the end?
 As a general rule, the semi-colon is used in the following ways:
When joining two connected sentences.
We set out at dawn; the weather looked promising.
 Colon (:)
The colon within a sentence makes a very pointed pause between two
phrases. There are two main uses of the colon:
It is most commonly used when listing.
She placed the following items into the trolley: beer, fruit, vegetables, toilet rolls, cereals and
cartons of milk.
 Apostrophe
The apostrophe, sometimes called an inverted comma has
two main uses.
The apostrophe indicates possession or ownership.
For example:
The girl's hat was green, (girl is in the singular).
This shows the reader that the hat belongs to the girl.
 Another use of the apostrophe is to indicate where a letter is
omitted:
For example:
We're going to do this course. (We are going to do this course.)
Isn’t this a fine example of punctuation? (Is not this a fine example of
punctuation?)
The time is now 7 o’ clock. (The time is now 7 of the clock)
 Quotation or Speech Marks (“….”)
Quotation or speech marks are used to: To mark out speech
My grandpa said, "Share your chocolates with your friends.“

 Hyphen (-)
The hyphen is used to link words together.
For example:
sub-part
eighteenth-century people
week-end
 Sentences
 Simple, compound and complex formation
 A sentence is a group of words that forms a complete thought.
 Simple Sentence
1. Joe waited for the train.
"Joe" = subject, "waited" = verb
2. The train was late.
"The train" = subject, "was" = verb
3 Mary and Kristen took the bus.
"Mary and Kristen" = compound subject, "took" = verb
4 I looked for Mary and Kristen at the bus station.
"I" = subject, "looked" = verb
5 Mary and Kristen arrived at the bus station early but waited until noon for the bus.
"Mary and Kristen" = compound subject, "arrived" and "waited" = compound
verb
 Compound Sentence
 A compound sentence refers to a sentence made up of two independent clauses (or
complete sentences) connected to one another
 For
 And
 Nor
 But
 Or
 Yet
 So
 Joe waited for the train, but the train was late.

 I looked for Mary and Kristen at the bus station, but they arrived at the station before
noon and left on the bus before I arrived.

 Mary and Kristen arrived at the bus station before noon, and they left on the bus
before I arrived.

 Mary and Kristen left on the bus before I arrived, so I did not see them at the bus
station.
Complex Sentence
 A complex sentence is made up of an independent clause
and one or more dependent clauses connected to it. A
dependent clause is similar to an independent clause, or
complete sentence, but it lacks one of the elements that
would make it a complete sentence.
 Examples
 because Mary and Kristen arrived at the bus station before
noon
 while he waited at the train station
 after they left on the bus
 after  After
 although
 as  The dependent clauses can go first in the
 because sentence, followed by the independent clause, as
 before
 even though
in the following:
 if  Because Mary and Kristen arrived at the bus
 since
 though
station before noon, I did not see them at the
 unless station.
 until  While he waited at the train station, Joe realized
 when
 whenever that the train was late.
 whereas  After they left on the bus, Mary and Kristen
 wherever
 while realized that Joe was waiting at the train station.
 Conversely, the independent clauses can go first in the
sentence, followed by the dependent clause, as in the
following:
 I did not see them at the station because Mary and Kristen
arrived at the bus station before noon.
 Joe realized that the train was late while he waited at the
train station.
 Mary and Kristen realized that Joe was waiting at the train
station after they left on the bus.
Transformation of sentence: active and
passive
 Active Form-
 In most English sentences with an action verb, the subject
performs the action denoted by the verb.

 In active sentences, the thing doing the action is the subject

of the sentence and the thing receiving the action is the
object. Most sentences are active.
 Passive Form
 In passive sentences, the thing receiving the action is the
subject of the sentence and the thing doing the action is
optionally included near the end of the sentence.
Affirmative Sentences
 Relating to
a statement that shows
agreement or says "yes“.
 Giving assent or approval; co
nfirming:
 Positive; optimistic
 Affirmative sentence is a
traditional term for any
statement that is positive, not
negative.
 1. My sister lives with my parents.
 2. I know the answer.
 3. I want to leave now.
 4. My mother works at a bank.
 5. Supriya sings really well.
 6. Martin gets along with his brother-in-law.
 7. The boy killed the spider with his shoe.
 8. She recognized him at once.
 9. He apologized for his conduct.
 10. She threw a tantrum when she was told that she wouldn’t be
able to go.
 Sentence transformation: affirmative to
negative
 In the simple present tense, we make negative forms by
putting‘not’ after ‘do’ or ‘does’.
 Note that ‘do’ is used when the subject is a plural noun or
pronoun. The first person pronoun ‘I’ also takes the verb ‘do’.
‘Does’ is used when the subject is a singular noun or pronoun.
 In the simple past tense, we make negatives by putting ‘did
not’before the base form of the verb.
 1. My sister lives with my
parents.
 2. I know the answer.
 3. I want to leave now.
 4. My mother works at a bank.
 5. Supriya sings really well.
 6. Martin gets along with his
brother-in-law.
 7. The boy killed the spider with
his shoe.
 8. She recognized him at once.
 9. He apologized for his
conduct.
 10. She threw a tantrum when
she was told that she wouldn’t be
able to go.
1. My sister does not live with
my parents.
2. I do not know the answer.
3. I do not want to leave now.
4. My mother does not work at a
bank.
5. Supriya does not sing very
well.
6. Martin does not get along with
his brother-in-law.
7. The boy did not kill the spider
with his shoe.
8. She did not recognize him at
once.
9. He did not apologize for his
conduct.
10. She did not throw a tantrum
when she was told that she
wouldn’t be able to go.
 1. Shyam passed the test.
 2. He gave me a glass of milk.
 3. The contractor finished the work in
one day.
 4. He goes to office at 9 o’clock.
 5. She speaks English fluently.
 6. They arrived in the morning.
 7. He calls his mother every day.
 8. My father reads a lot.
 9. She knows how to knit.
 10. He dared to challenge me.
 11. They have promised to pay higher
wages.
 12. My mother and grandmother go to
the temple every day.
 13. My friend writes short stories.
 14. He looked at the pictures on the
wall.
 15. Her performance in that movie won
her many awards.
1. Shyam did not pass the test.
2. He did not give me a glass of milk.
3. The contractor did not finish the work
in one day.
4. He does not go to office at 9 o’clock.
5. She does not speak English fluently.
6. They did not arrive in the morning.
7. He does not call his mother every day.
8. My father does not read much.
9. She does not know how to knit.
10. He did not dare to challenge me.
11. They have not promised to pay
higher wages.
12. My mother and grandmother do not
go to the temple every day.
13. My friend does not write short
stories.
14. He did not look at the pictures on
the wall.
15. Her performance in that movie did
not win her any awards.
interrogative and assertive
 An interrogative sentence is one which asks a question. A
question mark [ ? ] is used to close such a sentence.
 When a question is asked for the sake of obtaining admission
or denial
 Did you take your vitamin this morning?
 Do you have your homework ready?
 Are you ready to go?
 Did you go to the game Friday night?

 For each of the above questions, the answer will be either a

yes or no answer.
 Examples of alternative interrogative sentences:
 Would you prefer chocolate or vanilla ice cream?
 Should I call or email you?
 Do you want coffee, tea, or soda?
 Examples of wh-interrogative sentences:
 What are you doing?
 Where do you live?
 Who is playing in the Super Bowl?
 What is the meaning of this?
 Which songs do you like best?
 Tag questions
 You live in the city, don’t you?
 We need to get going now, don’t we?
 There’s a game on today, isn’t there?
 You’re coming to the party, aren’t you?
Assertive
 An assertive sentence is a sentence that states a fact.
Such sentences are simple statements. They state, assert, or
declare something. Examples: Jan is a student.
 Examples :
 Parrot is a beautiful bird.
 Mohan planned a tour.
 The Ganges is a holy river.
 Ganguli is a fine batsman.
 Gandhiji is the father of our nation.
 India became free in 1947.
Change assertive sentences into interrogative
 It was a great sight.
 2. No one can tolerate
this.
 3. There is nothing
particularly impressive
about this picture.
 4. No one worships the
setting sun.
 5. Ramesh could hear his
watch ticking in his
pocket.
 6. It is useless to cry
over spilt milk.
1. Was it a great sight? OR Was it
not a great sight?
2. Can anyone tolerate this?
3. Is there anything
particularly impressive about this
picture?
4. Does anyone worship the
setting sun?
5. Could Ramesh hear his
watch ticking in his pocket?
6. Is it useless to cry over spilt
milk? OR Is it not useless to cry
over spilt milk?
 Degree of comparison
 Comparison of Adjective
 Adjective is a word and it qualifies a noun. It gives more
information about the noun.
 eg.The lion is a strong animal. Rita is a beautiful girl.

 Adjectives are of three degrees. (1) Positive (2) Comparative (3)

Superlative
Positive Degree of comparison
 The Positive Degree of an adjective in comparison is the
adjective in its simple form. It is used to denote the mere
existence of some quality of what we speak about. It is used
when no comparison is made.
 It is a tall building.
 Apple is sweet to taste.
Comparative Degree
 The Comparative Degree denotes the existence of a
higher degree of the quality than the positive. It is used when
two things (or two sets of things) are compared.

 This building is taller than any other building.

 Apple is sweeter than pear.
Superlative Degree
 The Superlative Degree denotes the existence of the
highest degree of the quality. It is used when more than two
things are compared.
 This is the tallest building.
 Apple is the sweetest fruit.
 Johnsy is kind (Positive Degree)
 Johnsy is kinder than Rosy (Comparative Degree)
 Johnsy is the kindest of all (Superlative Degree)
List of Degree of Comparison
Conversation
 A talk between two or more people in
which thoughts, feelings,
and ideas are expressed, questions are asked and an
swered, or newsand information is exchanged:
 Direct and indirect Speech
 You can answer the question What did he say? in two ways:
 by repeating the words spoken (direct speech)
 by reporting the words spoken (indirect or reported speech).
 DIRECT SPEECH
 Direct speech repeats, or quotes, the exact words spoken.
When we use direct speech in writing, we place the words
spoken between quotation marks (" ") and there is no change
in these words.
 We may be reporting something that's being said NOW (for
example a telephone conversation), or telling someone later
about a previous conversation.
Direct Speech
 EXAMPLES
 She says, "What time will you be home?"
 She said, "What time will you be home?" and I said, "I don't
know! "
 "There's a fly in my soup!" screamed Simone.
 John said, "There's an elephant outside the window."
INDIRECT SPEECH

 Reported or indirect speech is usually used to talk about the

past, so we normally change the tense of the words spoken.
We use reporting verbs like 'say', 'tell', 'ask', and we may use
the word 'that' to introduce the reported words. Inverted
commas are not used.
 She said, "I saw him." (direct speech) = She said that she had
seen him. (indirect speech)
 Suppose your friend whose name is John tells you in school,
“I will give you a pen”.You come to home and you want to
tell your brother what your friend told you. There are two
ways to tell him.

Direct speech: John said, “I will give you a pen”.

Indirect Speech: John said that he would give me a pen.
Homonyms, antonyms and synonyms.
 Antonyms are words that mean the opposite of each other.
 Synonyms are words that have the same meaning or almost
the same.
 Homonyms are words that sound the same, and are
sometimes spelled the same, but have different meanings.
Homonyms
 Birth - Berth
 Base - Bass
 Affect - Effect
 Aloud - Allowed
 Byte - Bite
 Cell - Sell
 Fair - Fare
 Grease - Greece
 Role - Roll
Antonyms
 Cautious – Careless
 Achieve – Fail
 Complex – Simple
 Idle – Active
 Compliment –
 Afraid – Confident
Insult
 Ancient – Modern
 Brave – Cowardly
 Arrive – Depart
 Crazy – Sane
 Arrogant – Humble
 Decrease – Increase
 Ascend – Descend
 Demand – Supply
 Attack – Defend
 Destroy – Create
 Brave – Cowardly
 Divide – Unite

Synonyms
 Benefit-profit
 Revenue, yield
 Poor-bankrupt
 Enormous-huge,
 Gigantic-massive
 Fertile-fruitful
 Organization-Institution
 Polite-courteous
 Risky-dangerous
 Communication
 According to Herbert A Simon, “ Without
communication there can be no organisation, for there
is no possibility then of the group, influencing the
behaviour of the individual”
 Communication has been derived from latin word
communis which means common
 Acc to Louis A Allen , “Communication is the sum total
of all the things that a person does when he wants to
create an understanding in the mind of another. It
involves a systematic and continuous process of telling,
listening and understanding”
Features
 Communiction is unavoidable
 Continuous process
 Two way traffic
 Role of perception (see, hear, touch, taste
and feel)
 Universal
 Social process
 Purpose of communication
 Purpose of communication is to transfer a message in
our mind to another person
 Inform, instruct, insist, inspire
 The purpose for communication will fit into one of the
following general categories:
 To express ideas
 To inform someone
 To explain something
 To persuade someone
Process
 Sender
 Message
 Encoding
 Channel
 Receiver
 Decoding
 Feedback
Difficulties in Communication
 Wrong Audience
 Wrong Method
 Mistaken or Confusing Information
 Too Much, Too Little
 Misinterpretation by receiver
 Language Barriers
 Personal Issues
 Listening Skills, Questions and Feedback
Conditions for successful
communication
 Provide Structure
 Solve Problems Together
 Practice Strong Visual Communication
 Practice Conflict Management
 Consider Cultural Issues
 Cultivate Extraverted Qualities
 Practice Strong Written Communication
http://smallbusiness.chron.com/top-seven-requirements-
achieve-effective-communication-management-18061.html
Basic Forms of communication
 Formal Communication
Upward
Downward
Lateral
 Informal Communication
Formal Communication
 It is a system designed by management to
channalise the flow of communication along
formal organisational structure

 Downward communication- Top to bottom

 Upward Communication- Bottom to top
 Lateral Communication- Horizontal
Communication
Informal Communication
 Informal Communication takes place outside the
formally prescribed and planned network or
channel.
 Grapevine
 Single stand
 Gossip
 Probability
 Cluster
 Media of communication
 Oral Communication
Pronunciation
Self confidence
Complete message
Logical
Natural Voice
Tone
 Face to face communication
 Tele conferencing
 Telephone
 Voice Mail
 Written Communication
Fax
E-mail
Hard Copy
 Barriers of Communication
 Semantic Barrier
Different language
Different interpretations
Poor Vocabulary
 Physical Barrier
Noise
Improper time
Distance
 Organisational Barrier
Rules and regulations
Structure relationship
Non conducting of staff meetings
Wrong choice of channel
 Psychological Barrier
Selective perceptions
Premature evaluation
Attitude of superior
Attitude of subordinate
Poor listening
Ego
Emotions
Types
 Verbal
Verbal communication is communication using speech that
is understood by all parties to the communication. In other
words, it's talking. Keep in mind that we're talking about
speech, not the written word. Written communication falls
under its own category.
 Non verbal
It is sending a message without using words to convey meaning.
Body movement and gestures, Facial expressions
7’c of effective communication
 Candid- straight forward
 Clear
 Complete
 Concise- fewest possible words
 Concrete- should not be vague, specific
 Correct
 Courteous
Shannon and Waver‟s model of
communication
 Sender : The originator of message or the information source selects desire message
 Encoder : The transmitter which converts the message into signals
Note: The sender’s messages converted into signals like waves or Binary data which is
compactable to transmit the messages through cables or satellites. For example: In
telephone the voice is converted into wave signals and it transmits through cables
 Decoder : The reception place of the signal which converts signals into message. A
reverse process of encode
 Note : The receiver converts those binary data or waves into message which is
comfortable and understandable for receiver. Otherwise receiver can’t receive the exact
message and it will affect the effective communication between sender and receiver
 Receiver : The destination of the message from sender
 Note : Based on the decoded message the receiver gives their feed back to sender. If the
message distracted by noise it will affect the communication flow between sender and
receiver
 Noise: The messages are transferred from encoder to decoder through channel. During
this process the messages may distracted or affected by physical noise like horn sounds,
thunder and crowd noise or encoded signals may distract in the channel during the
transmission process which affect the communication flow or the receiver may not
receive the correct message
 Note : The model is clearly deals with external noises only which affect the messages or
signals from external sources. For example: If there is any problems occur in network
which directly affect the mobile phone communication or distract the messages
Organisational Communication
 Communication is defined as the process of passing
information and understanding from one person to
another
 Communication has been defined as the transfer of
information from one person to another, whether or
not it elicits confidence. But the information
transferred must be understandable to the receiver.
 Interpersonal communication
 Organisational communication
 Importance of communication in
management
 Communication generates action
 Communication facilitates planning
 Communication helps in decision making
 Means of coordination
 Improves relationship
 Helps in smooth working
 An aid for managerial performance
 Aid to leadership
 Aid to job satisfaction
 Aid to public relation
 Formal Communication
 It is organized and managed information that is shared with
relevant individuals in order to secure coordinated action
throughout the organization

 Formal communication channels are based on an individuals role

in the organization and distributed in an organized way
according to the established chain in organizational charts

 Such communications are generally in writing and may take any

of the forms; policy; manuals: procedures and rule books;
official meetings; reports, etc.
 Advantages & Disadvantages
Advantages
 They help in the fixation of responsibility and
Maintaining of the authority relationship in an
organization.
Disadvantages
 Generally time consuming, cumbersome
 Informal Communication
 Fall outside the formal channels
 Built around the social relationships of members of the
organization.
 Informal communication does not flow lines of
authority
 Arises due to the personal needs of the members
 Difficult to fix responsibility about accuracy of
information. Such communication is usually oral and
may be covered even by simple gesture or smile or
silence.
 Informal Communication
 This communication in the workplace satisfies a
variety of needs, particularly social and emotional ;
and which are not based on the positions individuals
occupy

 These communications are more relaxed , casual and

not restricted to any proposals and spreads quickly
throughout a department.
Grapevine and how to handle it.
 Form of informal communication by
which people communicates each other
without any formal line of
communication.
 Its called Grapevine because like that of a
grape vine its impossible to find the
origin of information which results in
spread of rumours.
 To hear something through the
grapevine is to learn of something
informally and unofficially by means of
gossip and rumor
 word of mouth
Features

 Flexibility
 Rapid communication
 No record
 Distortion
 Spontaneous
Types
Single stand
Gossip
Probability
Cluster
How to handle it
 Follow open communication policy
 In case of rumor- issue written notice
 Participation in decision making
 Call staff meeting at regular interval
 Management can contact active members of
various groups
 Advantages
 Information through this channel is extremely fast
 Bring a sense of unity among employees
 In organizations or establishments where formal
communications do not function properly, grapevine
communication comes to the rescue.
Disadvantages
 Partial information
 Might not be true
 Can damage an organization’s goodwill
 Not trustworthy
Attitude Test
 Rate each of the questions on this four-
point scale

 3 = always
2 = more than half the time
1 = Occasionally
0 = Never
 1. I feel comfortable when I am set apart from
the group.

2. I accept responsibilities when things go

wrong.

3. I share credit with others.

4. I am comfortable accepting a compliment.

 5. I set goals and visualize accomplishing them.

6. I am confident in myself and my abilities.

7. I am willing to take necessary risks.

8. I think positively in the face of challenges.

9. I can say “no”.

10. I understand my attitude towards people

who plays a role in my success.

11. I see the positive qualities in other people.

12. I listen to others.

 13. People describe me as a positive person.

14. I understand my attitude towards

circumstances that controls how I respond to
challenges.

15. I view each new situation as an opportunity

or a challenge.
 38 – 45 High self-esteem.You are confident about yourself and
your abilities.You have a positive attitude.

30 – 37 Strong self-esteem.You are generally confident about

yourself and your abilities.You tend to remain positive and
optimistic in your attitude.

23 – 29 Moderate self-esteem.You have periods of self-doubt,

but tend to be more positive than negative.

15 – 22 Low self-esteem.You have periods of self-doubt and

tend to be more negative than positive.

0 – 14 Negative self-esteem.You have little or no confidence in

your abilities.You tend to demonstrate negative attitudes.
 Communication training for Managers
 Communications training or communication
skills training refers to various types of training to
develop necessary skills for communication.
 Individuals undergo communications training to
develop and improve communication skills related to
various roles in organizations.
 In organizations, it is necessary to communicate with
different sub-groups and overcome difficulties in
effective communication.
 Types of skill development
 Listening skills
 Influence Skills
 Responding to conflict
 Customer service
 Assertiveness skills
 Negotiation
 Facilitation
 Report writing
 Public speaking, effective presentation
 speaking skills
Benefits

 Business communication training

 Corporate communications training
 Executive communication training
 Crisis communication training
 Public speaking training
 Effective Training
 Some key points such as management training,
identifying your audience, and up to date use of
technology can be used.
 Training for management must be done on a regular
basis
 Leadership instruction as well as communication
skills education are some examples of management
training.
 Constant feedback from the members
 Introduction
 Organization structure determines who works
together
 It is the way managers design their firms to achieve
their organization’s mission and goals
 Organizational communication flows through its
structure, which affects:
 behavior
 human relations
 performance
 Principles of Organization
 Division of Labor and Departmentalization
 Division of labor, or work specialization – refers
to the degree to which tasks are subdivided into
separate jobs
 Departmentalization – grouping of related
activities into units
 Chain of Command
 line of authority from the top to the bottom of the
organization, which is shown in an organization
chart
 Principles of Organization (2 of 3)
 Span of Management
 refers to number of employees reporting to a
manager

 Centralized and Decentralized Authority

 With centralized authority, top managers make
important decisions
 With decentralized authority, middle and first-line
managers make important decisions
 Coordination
 Questions and Answers for Designing
Organizational Structure:

Questions Answers
How should we subdivide work? Division of Labor and
Departmentalization
Who should departments and Chain of Command
individuals report to?
How many individuals should report to Span of Management
each manager?
At what level should decisions be Centralization vs.
made? Decentralization
How do we get everyone to work Coordination
together as a team?
 Formal Organization Structure
Vertical downward
President communication

Vice President Vice President Vice President

Production Finance Marketing

Vertical upward
communication

Manager Manager Manager Manager Manager Manager Manager Manager Manager

A B C D E F G H I

Exhibit 6.2
 Informal Organization Structure
Horizontal
President
communication
networks

Vice President Vice President Vice President

Production Finance Marketing

Manager Manager Manager Manager Manager Manager Manager Manager

A B C D E F G H

Exhibit 6.2
 Common Types of Departmentalization
 Functional Departmentalization
involves organizing departments around
essential input activities, such as:
 production and operations
 finance and accounting
 marketing and sales
 human resources
 Product (Service) Departmentalization
involves organizing departments around goods
and services provided
 Common Types of Departmentalization
 Customer Departmentalization
 involves organizing departments around the needs of
different types of customers with unique needs calling for
different sales staffs and products
 Divisional Departmentalization
 the firm develops independent lines of business that
operate as separate companies, all contributing to the
corporation profitability
 Territory (Geographic) Departmentalization
 involves organizing departments in each area in which the
enterprise does business
Corporate Communication
 Corporate communication is a set of
activities involved in managing all internal and
external communications aimed at creating
favorable point-of-view among stakeholders on
which the company depends.
Marketing and Corporate Communications:
What are the differences ?
MARKETING
 customer CORPORATE
 defined set of  multiple stakeholders
channels  multiple channels
 controlled
communication  variety of communication
 positions a product or
types
service  positions an entire
organisation
 more room for  less room for creativity
creativity  corporate identity/corporate
 product/brand
attributes

118
 The Trade

THE
CORPORATION

Country of Origin

The New Corporate Communication

119 Wheel: Balmer and Greyser. Adapted
from D. Bernstein (1984)
 Model
 1 DEFINE ALL STAKEHOLDER GROUPS

 2 IDENTIFY COMMUNICATION CHANNELS

 3 PRIORITISE STAKEHOLDERS

 4 IDENTIFY APPROPRIATE CHANNELS FOR

EACH GROUP
 5 TAKE ACCOUNT OF THE IMAGE OF:
COUNTRY OF ORIGIN and of THE INDUSTRY

120
 Summary: i
 Corporate Communications is broader, and more
complicated than marketing communications.
 It is complicated because of the existence of multiple
channels of communication in addition to multiple
stakeholder groups.
 Moreover, individuals belong to multiple stakeholder
groups.

121
Public relations is:
 A Management Function
 Two-way Communication
 A Planned Activity
 A Research-based Social Science
 Socially Responsible
 Public Relations, Advertising, and
Marketing

 Advertising and marketing tend to

focus exclusively upon consumers.

 Public relations focuses upon all

publics important to success.
Advantages of a
Public Relations Career:
 Public relations skills are transferable
across a broad range of career
opportunities.
 Public relations demands and rewards
creativity.
 Public relations practitioners can make a
real difference in the lives of people.
The Traditional
Research
Four-Step
Model
Planning

Communication

Evaluation
Problems with
Traditional Model
 It implies that one step follows the next in an
orderly fashion.
 In reality, each of the four steps can appear
anywhere within the public relations
process.
 The traditional model doesn’t take into
account the role of values.
 The Dynamic Model
Research

Planning Evaluation

Communication

Copyright © Allyn & Bacon 2003

 The Dynamic Model
Research

Planning Evaluation

Communication

Copyright © Allyn & Bacon 2003

Values-Driven Public Relations
Research

Values Values

Planning Evaluation

Values Values

Communication

Copyright © Allyn & Bacon 2003

Specific public relations disciplines
include
 Financial public relations
 Consumer/lifestyle public relations
 Crisis communication
 Internal communications
 Government relations
 Food-centric relations -.
Business Letter Writing
 A business letter is usually a letter from one company to
another, or between such organizations and their customers,
clients and other external parties. The overall style
of letter depends on the relationship between the parties
concerned.
 In business, letter writing is a major thrust area of
communication. The modern goal of nations for a
free global trade and the need to cut across
national, linguistic and cultural barriers to promote
trade have made the letter an important business
tool.
Need
 A business letter acts as a representative of the
organization. It is an inexpensive substitute for a
personal visit.
 It seeks to provide information on subjects connected
with business.
 A business letter provides valuable evidence for a
transaction and thus serves a legal purpose.
 A business letter becomes a reference material to future
transactions between organizations and individuals.
 A business letter promotes and sustains goodwill.
 A business letter motivates all the people involved in a
business to a higher and better level of performance.
 A business letter enlarges and enhances the business.
 Every organization has to continuously promote and
expand its business.
 All information of its product and service gets updated
through a business letter sent to customers and clients.
 It is a micro-level substitute even for advertisements.
 Letters sent from an organization and received by it
when classified and filed serve the purpose of
reference.
 Business letters have legal validity. In times of dispute
and doubt they can provide substantial evidence to
solve them. Many issues can be sorted out if mutual
positions taken by transacting organizations are
available through letters written by them.
Functions of Business Letter
 (a) Promotional Functions
 (b) Informational Functions:
 (c) Legal Functions
 (d) Goodwill Functions:
Types
 Sales letter
 Order Letter
 Complaint letter
 Adjustment letter
 Inquiry letter
 Follow up letter
 Letters of recommendation
 Acknowledgment letter
 Cover Letter
 Letter of Resignation
Persuasive Letter
 A persuasive letter is a type of letter that is written to
complain about a problem or situation and offer a possible
solution. In a persuasive letter, you are stating your
opinion about a problem and offering your suggestions on
how to solve the problem.
 The persuasive purpose is used to convince,
or persuade, the reader that the opinion or claim, of the
writer is correct or valid. Persuasion is more selfish than
argument (debate).
 Persuasive Letter is a letter written to persuade an organisation/s
or individual/s towards accepting the writer's (sender’s) issue,
interest or perspective. The motive of the persuasion letter is to
‘Get your work done’
 The persuasion can be related to any matter, it can be:
 A complaint
 A sale
 A petition
 A request or any other matter which requires convincing
 Persuasion letter comes under formal letter type
 Request Letter
 Request Letter :-you need certain information, permission, favour, service or any other
matter which requires a polite and humble request.
Purpose
 Holiday
 Jobs
 Certain examples of Request:
 A fresh graduate needs to request a job interview
 An employee wants to request a promotion
 A student might need to request for information from a college or university
 An announcement letter is a request letter when it requires your presence for a certain
event.
 Invitation letters and persuasive letters are also types of requests.
 A cover letter is also a type of request as it is asking to be considered for a post or asking
for information about a job. Similarly a cancellation letter,maternity leave
letter have requesting tones.
A formal request letter is written in a formal writing style, complete with your full
details, and the full details of the recipient.
 Sales Letter
 A sales letter is a letter written to sell a product or a service to the
consumers. It is a type of business letter; meant for generating
business. It is also known as direct mail as it is being directly sent to
the client.
 Sales letter is a marketing strategy often employed by businesses that
do not have the budget to advertise their product / service through
television or other means. They are also used by certain
organisations whose mode of operation is specifically through mail
order only.
 A certain number of companies use these to inform their loyal
customers about special offers and discounts. While most firms use
ordinary mail to communicate, many use electronic mail. A sales
paper mail is different from electronic one both in presentation and
format.
 Sales Letters That Work
 AIDA is the most commonly used technique to write a sales letter that will
always work.
Attention – First and foremost step is to attract attention towards your
product or service. It is the initial and the first things that can guarantee a sale,
like they say ‘First impression is the last impression’.
 Interest –The second important part of a sales letter is to generate interest.
Once the reader has got the attention, it is time to generate and hold their
interest. Providing relative information with a sustained flow generates enough
interest.
 Desire – Desire, the third essential feature is initiated by providing real life and
practical examples. Showing the benefits through a simple language does create
a desire.
 Action – The first three features are meant to lead to a final call for action.
Sometimes, that is not enough and you need persuasion to generate a successful
sale. In this case, it also becomes your (sender’s) call of action as you have to
persuade a prospective customer into an actual buyer.
Complaints and adjustments
 A complaint letter requests some sort of compensation for
defective or damaged merchandise or for inadequate or delayed
services. While many complaints can be made in person, some
circumstances require formal business letters.
 The complaint may be so complex that a phone call may not
effectively resolve the problem; or the writer may prefer formality,
and seriousness of a business letter.
 In the letter, identify early the reason you are writing — to
register a complaint and to ask for some kind of compensation.
Avoid leaping into the details of the problem in the first sentence.
 State exactly what compensation you desire, either before or after
the discussion of the problem or the reasons for granting the
compensation.
 Provide a fully detailed narrative or description of the problem.
This is the "evidence."
 Explain why your request should be granted. Presenting the
evidence is not enough: state the reasons why this evidence
indicates your requested should be granted.
 Suggest why it is in the recipient's best interest to grant your
request: appeal to the recipient's sense of fairness, desire for
continued business, but don't threaten. Find some way to view the
problem as an honest mistake. Don't imply that the recipient
deliberately committed the error or that the company has no
concern for the customer. Toward the end of the letter, express
confidence that the recipient will grant your request.
 Adjustment Letter
 Replies to complaint letters, often called letters of "adjustment,"
must be handled carefully when the requested compensation cannot
be granted. Refusal of compensation tests your diplomacy and tact
as a writer.
 Begin with a reference to the date of the original letter of
complaint and to the purpose of your letter.
 Express your concern over the writer's troubles and your
appreciation that he has written you.
 If you deny the request, explain the reasons why the request cannot
be granted in as cordial and noncombative manner as possible.
 If you deny the request, try to offer some partial or substitute
compensation or offer some friendly advice
 Conclude the letter cordially, perhaps expressing confidence that
you and the writer will continue doing business.
Departmental Communication
 Inter departmental communication is largely a formal
affair. Inter departmental communication will be
effective when it is supported by good infrastructural
facilities. There are various documents used in
inter departmental communication, they are: A
memorandum is a note or record for future use.
 A memorandum is a note or record for future use. Most
interdepartmental communication is done over phone, but
when the information has to be communicated in writing
then memorandums are used. Memos are also issued in the
cases of disciplinary actions to be taken against employees.
 Office circulars are used to convey the information to a large
number of employees. It is used for internal communication, so it
is brief and formal.
 The format of office orders is similar to memorandum but the
purpose for which it is issued will differ. It is usually issued in
matters affecting rights and privileges of employees. Office order
carry a number since it will be in force till revoked.
 Suggestions are given by employees. Sometimes it is given by one
department to another. It helps in developing new ideas and
policies.
 Complaints are a part of office routine. As the size of the
organization increases, the number of complaints also increases. In
many cases complaints may relate to lack of proper infrastructure,
non observance of rules etc.
Need
 Trust
 Customer Service
 Efficiency
 Conflict
 Removing Confusion
Interview Letter
 The letter that invites job applicants for facing interview is known
as interview letter.
 After receiving job applications from the potential candidates, the
employer writes interview letter to those candidates whose
applications have passed the initial screening stage.
 Every interview letter must contain the following elements:
 Name and address: Interview letter must carry the name and full
particulars of the candidate. It should be sent to the present address
of the applicant. Both inside and envelope address should be similar.
Sometimes, both present and permanent address of applicant is
written at the top of the interview letter.
 Time of interview: Date, day and time of interview should be
clearly mentioned in the interview letter.
 Place of interview: Interview letter should clearly indicate the
place or venue where interview will take place.
 Documents to be produced: Sometimes the interviewee needs to
produce academic certificates, experience certificate, birth
certificate, photographs, copy of publications etc. before the
interview board. Interview letter must state whether the
candidates need to bring such documents.
 Other instructions: Interview letter should also specify
whether the interviewees would be provided with transportation
allowance (TA) or any other allowance.
Promotion Letter
 It comes only to those considered deserving by the employer.
 The organization hierarchical structure is explained to an
employee when s/he joins the organization.
 his is a mandate governed by HR to show the growth path to
an employee that s/he can achieve in the organization.
 A Promotion Letter is written by a senior representative of
the organization and given to the employee who has been
promoted
 This letter serves a dual purpose – one informs the
concerned employee that s/he has been promoted and
second, motivates her/him.
 the tone of the letter should be inspirational and motivational.
 A Promotion Letter should always come after the decision of promotion
has been discussed with the concerned employee
 Should always be written on the company letterhead
 Short and precise
 Giving details of current position being held by the employee, new
position that s/he will hold, person s/he will be reporting into and any
monetary benefits that s/he is entitled to because of the promotion
 Should have official loo
 A copy of the letter should be signed by the employee and returned to
the organization as acceptance of offer
 A copy of the letter should also be put up on the staff notice board to
inform all the employees of the organization
 Before handing over the letter to the employee please make sure that
there are no grammatical or punctuation errors
Resignation Letter
 A resignation letter is a short letter formally advising
your employer that you are leaving your job.
A resignation letter can help you maintain a positive
relationship with your old employer by leaving with a
strong and positive final impression, while also paving
the way for you to move on.
 A letter of resignation is written to announce to human
resources, superiors, and co-workers your intent to leave
your current position.
 Resignation letters not only describe the employee’s
intent to leave, but also provide information about the
last day worked and other requests or details. This eases
the transition for both employer and employee.
 In order to maintain a positive and graceful exit, a
letter of resignation often thanks the employer for the
opportunities provided and mention experiences
gained at the company or how the employee enjoyed
their time there.
 Resignation letters are not an appropriate place for
complaints or critiques of the employer or co-workers.
 Newsletter
 A bulletin issued periodically to the members of a society or other
organization.
 Small, printed (generally on letter-size paper), or published through
other means, newspaper or digest aimed for a select audience on a
narrow subject, or for circulation within an organization.
 A newsletter is a regularly distributed publication that is generally
about one main topic ofinterest to
its subscribers. Newspapers and leaflets are types of newsletters.[1] For
example, newsletters are distributed at schools to inform parents about
things that happen in that school.
 Newsletters are published by clubs, churches, societies, associations,
and businesses—especially companies—to provide information of
interest to members, customers, or employees.
Newsletter
Circular
 This kind of letter originated in ancient time when people
felt the necessity of circulating any message to a large
number of people at a time in the same way.
 Generally, the letter that is used to circulate any special
message to a huge member of audiences at the same time is
known as circular letter.
 It is one of the cost effective means of circulating information
or introducing new products to mass people.
 However, circular letters are not only used in business, but
also in social, political and personal affairs.
Importance
 Easy method of conveying information
 Achieving economy
 Saving time
 Less Effort
 Creating market
 Increasing consumer confidence
Agenda
 Ordered sequence of items to be discussed in a formal
meeting.
 The objectives of an agenda include to
 (1) familiarize participants with the topics to be discussed
and issues to be raised,
 (2) indicate what prior knowledge would be expected from
the participants, and
 (3) indicate what outcome the participants may expect from
the meeting.
Features
 Generally, agenda is sent along with the notice of the
meeting.
 It is written at the end but before or after the signature of the
convener of the meeting.
 It is arranged according to the importance of the end.
 Controversial topics should be written at the end.
 The topics are determined by the secretary with consulting
the higher authority or the convener of the meeting.
 It written in brief but explicit manner.
 Notice
 Meaning of notice: A notice is a written or an oral statement
that contains the particulars of holding a meeting.
 When a circular is served among the members of the meeting to
attend the meeting, it is called anotice. It is letter of invitation that
carries the request to the members to attend a meeting.
 A notice includes time, place, date and agenda of a meeting.
 The notice should be sent by the proper authority in due time so
that the members can attend the meeting in time.
 So, notice is formal written or formal information, notification or
warning about a fact or an invitation to the concerned person for
attending the meeting.
office memorandums
 Memorandum is popularly known as memo. The literal
meaning of the word memorandum is a note to assist the
memory.
 Memos are the written internal communication means for
exchanging information relating to day-to-day functions
within the organizations.
 So, memorandum or memos are an internal short note or
letter in which information exchanged among superiors and
subordinates or same potion of employees in the
organizational structure.
Advantage
 Time saving:We can see that may organizations use printed memo. As it is usually
printed, it takes less time to draft it.
 Less formality: No formality is necessary in drafting a memo, usually inside address,
salutation and complimentary closing is omitted in it.
 Maintenance good relationship: It can help to maintain the good relationship
among the boss and subordinates, because the bossing attitude is absent here.
 Low cost:The cost of communication through a memo is less than those of others.
 References: Memo is a written document. So, it can be used for future references.
 Inform the decisions and actions: The main objective of memo is to inform the
decisions and actions. For this purpose, it should be written by the higher authority.
 Request the decisions and actions: The objective of memo is to request the
decisions and actions. For this objective, it may be drafted by the sub-ordinate.
 Provide information: Another important objective of the memo is to provide
information form one level to another within the business.
 Remain someone of action: Memo is also written to remind someone of action, if
requires.
 Others: Issuing orders and instructions, providing response, providing suggestions,
presenting informal report, solving problems.
office orders
 Office Order: - issued by competent authority.
 Office order contains instructions related to office works,
change of working hours, instruction on closed holidays,
message by senior authorities when they take over some
organisation, promotions etc.
 Office orders are issued periodically like every Monday or on
every 1st of month etc.
 The sequence of the information is pre-decided.
 Can be used to communicate following:-
 Promotion, transfer, suspension, posting
 Press release
 A press release is a short, compelling news story written by a
public relations professional and sent to targeted members of the
media.
 The goal of a press release is to pique the interest of a journalist
or publication.
 The press release should contain all the essential information
(who? what? where? when? how? and most importantly why?) for
the journalist to easily produce his own story.
 The standard press release begins with contact information,
mostly likely the name, phone number and e-mail address of the
person who wrote the release. Then comes the headline, arguably
the most important four or five words in the whole press release.
The headline will be what the journalist reads first. If it's not
intriguing, newsworthy and unique, he'll read no further.
 job application
 Getting a job largely depends on the art and efficiency of writing
application. Application gives the employer a primary impression about the
job seeker. So, it should be drafted very carefully, sincerely and honestly.
The followings are the factors to be considered in drafting a job
application:
 Clear idea: Before writing the application, the candidate should have
adequate knowledge about the job, contents of the job, qualification
requirements, employer, conditions of the job etc.
 Planning: In the order to make the application attractive, the candidate
should take necessary plan before drafting it. The application should think
about the attractive presentation of relevant information.
 Developing a format: The applicant should develop a rough copy of the
application. Later on, it should be edited and be finalized.
 Selection the structure: Though job application is one kind of
commercial letter, yet it should be drafted in an independent way.
Generally, job application does not require any title.
 Arranging contents: Arrangement of contents is very crucial in making the
application meaningful. Contents should be arranged sequentially and
logically in various paragraphs.
 Name of the position: A well-drafted application should clearly indicate
the specific position for which the candidate applies.
 Mentioning the qualification: A good application clearly indicates
qualification, experience and training of the applicant.
 Mentioning the reference: At the beginning of the body of application,
source of reference should be mentioned.
 Address: In the application the applicant must mention his present and
permanent address.
 Submitting through proper channel: If the applicant is currently employed
in anywhere, application should be submitted through the present
employer.
 Courtesy: The application should write the application courteously.
Applicant should keep in mind that “courtesy costs nothing but gains
more.”
 Language: Language of application should be as simple as possible.
Application should be free from ambiguous and technical words,
complex jargons, poetic language etc.
 Correctness: Application should be free from any kind of mistakes.
Grammatical or linguistic mistake creates bad impression about the
candidate.
 Cleanliness: Cleanliness is an important quality of any letter. Job
applicationshould be free from overwriting, writing through etc.
 Conciseness: Application should contain all the relevant information
completely but concisely.
 Enclosures: Application should be followed by necessary documents such
as photograph, copy of academic certificates, experiences certificate,
bank draft or postal order if required.
 Assurance: The applicant should assure the employer that if employed, he
will discharge his duties and responsibilities with due sincerity, honesty
and dedication.
leave application
 A leave application letter is written in general to apply for a
leave of absence from office for certain period. The leave
application letter should contain a valid reason for you leave
application, which should convince the employer and make
him to grant you leave. A sample leave application letter can
be seen below where you can see the format, content and
how one should present his reason to their employer.
leave application
Business etiquettes
 Expected behaviors and expectations for individual actions
within society, group, or class.
 Within a place of business, it involves treating coworkers and
employer with respect and courtesy in a way that creates a
pleasant work environment for everyone.

 Business etiquette is about building relationships with

other people. Etiquette is not about rules & regulations but
is about providing basic social comfort and creating an
environment where others feel comfortable and secure, this
is possible through better communication.
 Always say “Please” and “Thank you.”
 A handshake is still the professional standard
 Don’t interrupt
 Watch your language
 Double check before you hit send (email)
 Don’t walk into someone’s office unannounced
 Don’t gossip
 Be on time
 No Phone during meeting
 Email and net etiquettes
 Be careful with confidential information
 Professional Behavior on the Job: Know that how you use
your e-mail, company e-mail address and employer’s
technology is a serious issue!
 SUBJECT: Field: The SUBJECT: field is the window into your
e-mail and can many times determine if your e-mail will even
be opened.
 Level of Formality: Try to avoid the prevailing assumption
that e-mail by its very nature allows you to be informal in your
business e-mail communications.
 Addressing: How do you address your new contacts?
 Avoid using shortcuts to real words, emoticons, jargon, or slang
 Briefly introduce yourself
 TO:, From:, BCc, Cc fields can make or break you:…In
the TO: field make sure you have your contact’s name formally
typed.
 BCc: use this field when e-mailing a group of contacts who do not
personally know each other.
 Cc: Use this field when there are a handful of associates involved
in a discussion that requires all be on the same page.
 Reply to All: Use this button with discretion! You need to
carefully think about whether “all” really need to be aware of your
reply to conduct business.
 Respond in a timely fashion
 Don't get mistaken for Spam. Avoid subject lines that are in
all caps, all lower case, and those that include URLs and
exclamation points - which tend to look like Spam to the
recipient
 Be clear in your subject line
 Use professional Email address
Net Etiquette
 "Netiquette" stands for "Internet Etiquette", and refers to
the set of practices created over the years to make
the Internetexperience pleasant for everyone.
 Like other forms of etiquette, netiquette is primarily
concerned with matters of courtesy in communications.
Rules
 Before you join in a newsgroup or discussion board, always
check that your questions are relevant to the group.
 Never respond to rude or threatening messages whether in
chat, newsgroups or message boards.
 Never engage in a flame war. That is a shouting match (through text)
conducted between 2 or more people.
 Never say nasty or untrue things about others especially in public
forums, newsgroups, or chat.
 Never forward personal emails sent to you to others without checking
with the original sender first.
 Similarly, when forwarding an email to others, respect the privacy of
your group of friends or family. Do not publicly broadcast all their
email addresses. Learn to use the BCC command which keeps email
addresses private.
 When composing emails, use the subject field, as it helps the recipient
to identify the email quicker.
 When replying to emails, particularly if they are long and detailed, it is
courteous to not quote the entire message in reply, but to quote only
what is necessary.
 etiquette of the written word
 Focus of Format
 Structuring of the content
 Ensuring connectivity
 Tempering the content as per the level of formality
 No short form
 Importance of grammar, spellings and punctuation
 Sensitivity to the audience
 Importance of creativity
 Avoiding plagiarism
 Avoiding opinionated points of view
 Avoiding excessive use of jargon
 http://www.rediff.com/getahead/slide-show/slide-show-1-career-
common-etiquettes-in-written-communication/20110602.htm#12
 etiquettes on the telephone
 Always identify yourself at the beginning of all calls.
 Be sensitive to the tone of your voice
 Think through exactly what you plan to say and discuss
BEFORE you place a call.
 Do not allow interruptions to occur during conversations
 Especially when leaving messages, speak clearly and slowly.
 Build the habit of always turning off your cell phone ringer
when entering a meeting, restaurant, theater, training class,
or other place
 Always speak into the telephone receiver with an even and
low tone of voice
 Do not allow yourself to be distracted by other activities
while speaking on the telephone
 http://www.advancedetiquette.com/2012/01/8-telephone-etiquette-
tips/
 Handling business meetings
 Introduction
 Planning the meeting
 Appoint a Runner
 The Agenda
 Stay on the agenda, and do not allow the discussion to digress often or productivity
will suffer.
 Be sure that you get a copy of the agenda out to all participants ahead of time.
 Begin working on the agenda for the next meeting as you wrap-up the one you are
in.
 Get the meeting participant’s input to set agenda for more active engagement.
 Be Aware of Time
 Conducting the meeting
 Follow-up Meetings
http://www.noupe.com/business-online/freelance/tips-for-more-effective-business-
meetings.html
Non verbal communication
 Behavior and elements of speech aside from the
words themselves that transmit meaning.
 Non-verbal communication includes pitch,
speed, tone and volume of voice, gestures and
facial expressions, body posture proximity to the
listener, eye movements and contact, and dress
and appearance.
 Importance of non-verbal
communication
 Positive gestures
 Stand tall
 Widen your stance (Standing posture)
 Lower your vocal pitch
 To display confidence and be perceived as upbeat and positive, think
of a past success that fills you with pride and confidence.
 Strike a Power Pose
 Maintain positive eye contact
 Talk with your hands
 Use open gestures
 Smile
 Perfect your handshake
Symbols and signs
 Sign
 Any motion, gesture, image, sound, pattern, or event that
conveys meaning.
 The general science of signs is called semiotics. The
instinctive capacity of living organisms to produce and
understand signs is known as semiosis.
 A symbol is a person, place, action, word, or thing that (by
association, resemblance, or convention) represents something
other than itself. Verb: symbolize. Adjective: symbolic.
 In the broadest sense of the term, all words are symbols. In a
literary sense, says William Harmon, "a symbol combines a literal
and sensuous quality with an abstract or suggestive aspect"
 In language studies, symbol is sometimes used as another term
for logograph.
 As such, non-verbal symbols are:
 body language and gestures, paralanguage (tone and touch)
 pictograms (and icons); also flags and national symbols,
 style & outfit,
 visual symbolic language (originating in myths, used in visual arts
and graphic design)
 Examples of Communication Through Signs and Symbols


 In mathematics, calculations are represented by signs and symbols.

 A traffic signal flashes green, telling motorists to move on. A proof reader, a
shorthand writer, a musician all of them use signs and signal to communicate.
The language of signs and signals have universal nature, e.g. two crossed bones
and human skull placed in between signifies danger or a lighted cigarette with
cross mark on it indicates “no smoking” communication through such visuals
is very effective because of its speedy ways of conveying.
 There are also auditory 'signals', which are heard and the message is
communicated instantly to the concerned receiver, e.g. factory sirens means
'time' for workers of a particular shift. Church bell indicates the time for
prayer; school bell gives a specific message for school children, and traffic
policemen whistle is properly understood by the traffic-rule breakers. All
such audio signals convey the message to distinct types of people at a different
time.
Physical appearance
 Body cleanliness
 * Clean Nails
 * Shiny shoes
 *No tattoos
 *Being appropriately dressed
Review/summarizing of newspaper
articles
 Read the title of the article to get an idea of the topic.
 If a picture is available, read the caption. Then, read the article carefully,
looking for ideas that are repeated multiple times and in different ways.
Use a highlighter or pencil to mark crucial ideas and topics as you read.
 Identify the main idea:Look over your marks on the article, and identify
the main idea of the piece. For clues, check for themes that come up
more than once. Write one sentence that summarizes the main idea of
the article. In clear language, state what the article is about and give the
most compelling supporting idea or fact.
 Add supporting information:Identify one or two supporting themes of
the article. Summarize each idea in one sentence. Each sentence of your
summary should relate to the main idea that you identified in step two,
explaining why it is significant or offering further evidence.
 Most news articles follow an inverted pyramid structure where the most
important information is presented right at the onset of the article. The
further down you read, the information is more extraneous. To write a
summary, you first need to understand the structure of the article and
find out the key facts, known in journalism as the "5 Ws and 1 H". This
stands for the who, what, when, where, why and how regarding the
subject matter.
 Write your outline:Once you know what information you need to
rewrite, determine the number of paragraphs needed. Write an outline
and keep to two to three concise sentences and one key idea per
paragraph. Make sure you leave out personal opinion and information
from sources outside the original article.
 Cite your source:Always mention the article's source in your news
summary. Cite the publication, the author and any other sources that the
reporter has mentioned. Revise your article and proofread for flow of
thought and grammatical or spelling errors.