Business English

Exam Registration No. is F10/6022

1. Explain the basic parts of Business Letter.

Ans. Business letter are an indispensable part of business communication. With out them, much of the ordinary activities of business would not be possible. They are used to sell product or services, request material or information’s answer customer enquires, maintain good public relations, and serve a Varity of other business functions.

Every letter that leaves your office fulfills several purposes, As a result, your business letters deserve considerable care attention.

Parts of Business Letter

Most business letter, regardless of their purpose, have the following basic parts.

i. Heading or Letterhead ii. Dateline iii. Inside Address iv. Reference Line (Attention, Personal and Confidential, Subject) v. Salutation vi. Body vii. Complimentary Close viii. Signature ix. Stenographic Reference x. Enclosures or Copies

• The Heading or Letterhead - Companies usually use printed paper where heading or letterhead is specially designed at the top of the sheet. It bears all the necessary information about the organization’s identity.

• Date - Date of writing. The month should be fully spelled out and the year written with all four digits October 12, 2005 (12 October 2005 - UK style). The date is aligned with the return address. The number of the date is pronounced as an ordinal figure, though the endings st, nd, rd, th, are often omitted in writing. The article before the number of the day is pronounced but not written. In the body of the letter, however, the article is written when the name of the month is not mentioned with the day.

• The Inside Address - In a business or formal letter you should give the address of the recipient after your own address. Include the recipient's name, company, address and postal code. Add job title if appropriate. Separate the recipient's name and title with a comma. Double check that you have the correct spelling of the recipient’s name.

The Inside Address is always on the left margin. If an 8 1/2" x 11" paper is folded in thirds to fit in a standard 9" business envelope, the inside address can appear through the window in the envelope. • The Greeting - Also called the salutation. The type of salutation depends on your relationship with the recipient. It normally begins with the word "Dear" and always includes the person's last name. Use every resource possible to address your letter to an actual person. If you do not know the name or the sex of of your reciever addresses it to Dear Madam/Sir (or Dear Sales Manager or Dear Human Resources Director). As a general rule the greeting in a business letter ends in a colon (US style). It is also acceptable to use a comma (UK style).

• Reference Line - Its inclusion can help the recipient in dealing successfully with the aims of your letter. Normally the subject sentence is preceded with the word Subject: or Re: Subject line may be emphasized by underlining, using bold font, or all captial letters. It is usually placed one line below the greeting but alternatively can be located directly after the "inside address," before the "greeting."

• The Body Paragraphs - The body is where you explain why you’re writing. It’s the main part of the business letter. Make sure the receiver knows who you are and why you are writing but try to avoid starting with "I". Use a new paragraph when you wish to introduce a new idea or element into your letter. Depending on the letter style you choose, paragraphs may be indented. Regardless of format, skip a line between paragraphs.

• The Complimentary Close - This short, polite closing ends always with a comma. It is either at the left margin or its left edge is in the center, depending on the Business Letter Style that you use. It begins at the same column the heading does. The traditional rule of etiquette in Britain is that a formal letter starting "Dear Sir or Madam" must end "Yours faithfully", while a letter starting "Dear " must end "Yours sincerely". (Note: the second word of the closing is NOT capitalized)

• Signature and Writer’s identification - The signature is the last part of the letter. You should sign your first and last names. The signature line may include a second line for a title, if appropriate. The signature should start directly above the first letter of the signature line in the space between the close and the signature line. Use blue or black ink.

• Initials, Enclosures, Copies - Initials are to be included if someone other than the writer types the letter. If you include other material in the letter, put 'Enclosure', 'Enc.', or ' Encs. ', as appropriate, two lines below the last entry. cc means a copy or copies are sent to someone else.

2. What are the common barriers of Communication? How are they overcome?
Ans. Communication in relationships is one of the biggest challenges that people need to deal with today. Whenever you put two people together in a relationship, they each bring different values, beliefs, expectations, history, education, agendas, goals, personality style, communication style, feelings, life outlook and old baggage to each and every interaction.
It is difficult, at best, to communicate effectively with another person with each of these unique life outlooks, agendas and differences. The keys to better communication in a relationship are recognizing these differences, and the willingness to be flexible, accepting, understanding and non-judgmental of the other person's views, opinions or communication style.
The main barriers of communication are

Noise
Distortion
Gender difference
Non-verbal communication
Problems in the message
Lack of communication skills
Information overload

Noise refers to the interference or distraction that is in the environment in which the communication is taking place.

Distortion refers to the loss of meaning of the message in handling. This largely occurs in the encoding and decoding stages of communication.

Gender differences are a common barrier of communication. Men and women communicate for different reasons with different styles.

Non-verbal communication is a very important barrier as oral communication is always accompanied by non-verbal cues that have a great tendency of encumbering the right message.

As for problems in the message, the message could be incorrect, irrelevant, unsuitable, incomplete or difficult to understand or decipher.

Also the encoder or decoder may lack communication skills, which becomes a barrier of communication.

Guidelines to Overcome Barriers to Communications.
Overcoming Communication Barriers Overcoming Communication Barriers
There is a lot of communication barriers faced these days by all. The message intended by the sender is not understood by the receiver in the same terms and sense and thus communication breakdown occurs. It is essential to deal and cope up with these communication barriers so as to ensure smooth and effective communication. As, in the previous section we have discussed the major barriers of communication. Let’s talk about how to overcome these barriers of communication.

1. Eliminating differences in perception: The organization should ensure that it is recruiting right individuals on the job. It’s the responsibility of the interviewer to ensure that the interviewee has command over the written and spoken language. There should be proper Induction program so that the policies of the company are clear to all the employees. There should be proper trainings conducted for required employees (for eg: Voice and Accent training). 2. Use of Simple Language: Use of simple and clear words should be emphasized. Use of ambiguous words and jargons should be avoided. 3. Reduction and elimination of noise levels: Noise is the main communication barrier which must be overcome on priority basis. It is essential to identify the source of noise and then eliminate that source. 4. Active Listening: Listen attentively and carefully. There is a difference between “listening” and “hearing”. Active listening means hearing with proper understanding of the message that is heard. By asking questions the speaker can ensure whether his/her message is understood or not by the receiver in the same terms as intended by the speaker. 5. Emotional State: During communication one should make effective use of body language. He/she should not show their emotions while communication as the receiver might misinterpret the message being delivered. For example, if the conveyer of the message is in a bad mood then the receiver might think that the information being delivered is not good. 6. Simple Organizational Structure: The organizational structure should not be complex. The number of hierarchical levels should be optimum. There should be a ideal span of control within the organization. Simpler the organizational structure, more effective will be the communication. 7. Avoid Information Overload: The managers should know how to prioritize their work. They should not overload themselves with the work. They should spend quality time with their subordinates and should listen to their problems and feedbacks actively. 8. Give Constructive Feedback: Avoid giving negative feedback. The contents of the feedback might be negative, but it should be delivered constructively. Constructive feedback will lead to effective communication between the superior and subordinate. 9. Proper Media Selection: The managers should properly select the medium of communication. Simple messages should be conveyed orally, like: face to face interaction or meetings. Use of written means of communication should be encouraged for delivering complex messages. For significant messages reminders can be given by using written means of communication such as : Memos, Notices etc. 10. Flexibility in meeting the targets: For effective communication in an organization the managers should ensure that the individuals are meeting their targets timely without skipping the formal channels of communication. There should not be much pressure on employees to meet their targets.

3. Explain the classification of Communication?

Communication can be classified

i. On the basis of the means of communication. ii. On the basis of Relations iii. On the basis of direction of the flow of communication whether inward or outward, downward or upward.

1.) On the Basis of Means Used.

a. When the message is conveyed by the written words, it is called written communication. b. When the message is conveyed by word mouth then it is called communication.

a. Written communication: It may be in form of a letter or circular, a bulletin, and office memo etc. The advantages of written communication are: i. They can be retained as legal records to be used when dispute arises and for making any further reference. ii. They are exact. iii. They have widest possible coverage. iv. The personal presence of neither the sender nor the receiver of message at a certain place or at different places at the same time is necessary.

Disadvantage

i. They are expensive as it involves the use of stationery. ii. The language used may not be proper. It may not convey the information correctly or it may hurt the feelings of the receiver. iii. Written communication takes time in reaching the receiver and it may prove costly.

b.) Oral Communication

It is the form of spoken word. It may be face to face or through telephone, or some other mechanical device. Some of the advantage of oral communication are: i. It is the ideal from, when we want to convey some confidential matters. ii. Thee is a warm personal talk between the sender and the receiver iii. It facilities the speedy interchange of ideas, between the sender and receiver.

Disadvantage:

Certain types of information require further lengthy supplementary explanation to convince receiver. In such case oral communication is at a disadvantage as it will be costly.

2.) On the Basis of Relationship

On the basis of the relationship, there can be : i) Formal Communication and ii) Informal Communication.

i) Formal Communication. Formal communication is a part of the organizational structure. Formal channels are usually created by the setting up of the formal system of authority and responsibility and explicitly delegation of the duties. this formal duties. The formal structure, which is hierarchical, imposes direction on information flow. Communication is of formal in nature and generally in written from. ii) Informal Communication: Informal communication may also be used for the transmission of a message. The formal communication is a network of casual inter-personal contacts, which occur all day long on the job. These are spontaneous channels through which communication passes. Generally the informal communication is not a part of the organization structure. But manage can make effective use of informal communication to strengthen the formal channels of communication.

3.) On the Basis of Direction of the Flow of Information.

Communication can be Downward, Upward, Lateral and Diagonal on this basis.

i) Downward Communication Channel: This channel represent the flow of information form the higher levels to the lover levels. For example information relation to objectives, plans, instructions etc. flow from higher to the lower level. ii) Upward Communication Channel : This Channel represents the flow of information from the lowest level in the organization to the highest level. Generally, the channel is used by the subordinate for the communicating the suggestions, complaints, grievance etc. to their superiors. iii) Lateral Communication: Lateral communication takes places between people on the same level of the organization hierarchy. The purpose of this type of communication How is to help and promote co-ordination and team work. iv) Diagonal Communication: Diagonal communication takes place between people who are neither in the same department nor on the same level of organizational hierarchy. This type of communication flow helps in increasing organizational efficiency by cutting across departmental lines and by minimizing red tape.

4. Explain the Steps of effective writing?

Ans : Effective writing allows the reader of your communication to thoroughly understand everything you are saying. It is getting your point across or relaying information clearly. It means the reader will understand exactly what you mean

Steps for Effective Writing 1. Consider your audience for the proper angle. • Decide how your readers will use your information and narrow your message to their interests. • Choose details to be included on the basis of the audience's experience and knowledge of your subject. o What are the interests of your audience? o How will the reader use your information? o How much does the reader know about the subject? 2. Anticipate special problems in your reader's reaction. • If you think your reader will be skeptical of data you cite or policies you advocate, or if you foresee a personality or situation problem in the general acceptance of your message, deal with the problem up front. Usually this means refuting alternatives and supporting your conclusions with additional evidence and authority. 3. Outline your message functionally. • Think before you write. • Summarize your entire message in two or three sentences at most. • Decide what action your reader needs to take or what action you plan to take. • Answer who, what, when, where, why, and how details. • Then expand this basic outline into some logical format. 4. Develop the first draft. • Start writing your draft at the computer. • Do not stop to edit and polish grammar, but rather concentrate on the logical flow of ideas. • Collect and assemble data. • Enter text. 5. Edit for content, grammar, clarity, conciseness, and style • Use the following checklists as guides to a polished, well written, final draft: o Content: ▪ Is the angle narrow and consistent? ▪ Does proportion match emphasis? ▪ Check accuracy and completeness; add authority. ▪ Eliminate repetitious details. ▪ Paragraph by idea and for eye appeal. ▪ Use informative headings and adequate white space. o Grammar: ▪ Do not write fragments for sentences. ▪ Punctuate correctly. ▪ Use appropriate words. ▪ Spell correctly. ▪ Do not capitalize without a reason. o Clarity: ▪ Measure readability. ▪ Position to indicate emphasis. ▪ Use clear transitions. ▪ Use clear references. ▪ Use concrete words and phrases. ▪ Use a consistent viewpoint. o Conciseness: ▪ Prefer active voice verbs. ▪ Avoid wordy sentences. ▪ Cut out clichés, redundancies, sentence padding, etc. o Style: ▪ Vary sentence structure and length. ▪ Revise weak verbs. ▪ Prefer a personal, conversational tone. [pic]