Business Communication – I
GCUF For Preparation of examination
Q. What is the definition
of communication?
Exchangeتبادلہ خیال of facts, ideas,
experiences and emotions جذبات between two or more
persons for a definite معین objective مقصد is called communication.
Q. How many are objectives of communication?
The number of communication objectives cannot be countedگننا but ten almost تقریبا are
very important.
Q. Define any three objectives of communication?
1. Information Sharing معلومات دینا It is essential لازم to
share حصہ دار بننا your ideas and emotions to
other party. By sharing we mean sending message to the receiver for good and
positive exchange. We share our experiences and get benefits فائدے in
form of information.
2. Future Planning
Information is provided containing all past progress and
records for setting up any institute or bureau for future planning. Contacts
are made to develop the new situation and planning in near future.
Effective Control
It is very necessary to control people in communication.
Daily basis communication is performed between employees and management.
Liabilities are assigned to employees to give productive results.
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Question ----------------------------------------------------
Feedback
Management conveys different orders effectively to their
employees for getting specific business objectives. Employees also perform
better and do for activities in accordance with effective communication.
Influence
Communication is the best component for management. Due
to it , there is influence on employees. The superiors can make their work go
easily by their subordinates.
Problems Solving
It is necessary for the success of commercial and non-
commercial organizations that there should be mental harmony between employees
and management if they want to solve problems.
Decision Making
Many decisions have to be made on behalf of communicated
material. Communication helps us in conveying these decisions to the
responsible people for action. Results on the decisions are achieved and then
conveyed to the management.
Developing Relations
With the increase in world population effective resources
of communication are needed most. Every organization wants more relations with
manpower and public clients. Now departments are not limited but in the form of
globalization want enhancement.
Internal and External Link
Management gets connected with organizational internally
and externally with communication. In this way, employees; ideas, thoughts and
emotions are conveyed in a better way.
Role of Ethics in Communication
It is moral and ethical duty of any organization to
protect his audience from any damage. Thus, the information conveyed to the
audience should be handled carefully.
Importance of
Communication
Q. What is the
importance of communication?
When we say importance we mean the benefits of
communication.
Action of planning has become necessary for the organized
or non organized economic activities. Different projects are prepared on large
and small scale for future by the institutes.
Big commercial organizations are made to get better
results. Many employees and departments struggle to display their abilities.
Management plays an important role in running the system
effectively. Its reason is their power of communication with their staff. Their
method of writing conveys the orders to staff upon which the members react and
good work is on the display.
The promotion of industrial peace and cooperation is
possible only with good piece of writing. There is possible chance of relation,
cooperation and understanding of matters.
Important and complex cases are taken into consideration
In meetings. Better decisions can be made with the help of these meetings. Role
of communication can not be denied here when significant and result- oriented
plans are put into practice.
An industrial employee is a man basically. He has all
emotions and other sentiments with some realizations, thus, he has manifold
needs. Management knows all sentiments of the employees and in spite of all
matters it keeps his individuals working with help of speaking and writing
messages.
Through communication efficiency of its employees is
conveyed to management. In the return of it, they get warning and rewards.
Everyone is satisfied and gets aware of his job condition. Employee can know
intention of management if he tells/ writes about his condition in the firm to
management.
Barriers of
Communication
Barriers are actually hindrances and troubles that stop
anyone to speak, write, listen and read properly.
For example, if I know the material but I cannot express
into proper words and meanings. Speaking is the same.
Conciseness and completeness are essential for good
writing. There should be right words for right place and right person.
Level – Designation / Authority
Low graded officer fears to communicate with the
superiors. The down ward communication is not conveyed to the upward level and
gap exists there for unknown period of time.
Representative Words
Often, it happens that most of people do not have proper
words for correspondence. They need it badly and in consequently write the
available words. When the matter is on officer’s table, the piece of writing is
marked with mistakes. This is big hindrance in way of communication.
Un- attentive Attitude
If the receiver
does not pay any attention to message the process stops. It may be two way that
sender has not written a proper message. Four of the skills are involved in it,
writing, speaking, reading and listening. It depends on health, mood, time,
object, level and rank of sender and receiver.
Mind-set or Prejudice
If the sender or writer has a fixed mind set he will
understand the message in his experience and learning. If writer’s favorite
group writes his response is positive. But on the contrary, he flares up and
reacts in no good sense.
Pre-mature Judgment
If the receiver reads the half message and poses that he
got full meaning, he is at fault. It is incomplete communication to react after
non- serious behavior.
Cultural and Territorial Tradition
Cultural differences create a gulf among people of
different cultures. Two different persons speak different languages. They have
different rites, habits, creeds, and ethics. Especially, language is not
matched and it is great hindrance.
Geo Distance
Long distances keep people away for meeting and
exchanging their ideas and planning. They cannot understand each other that
hold importance in communication.
Level of Confidence
If writer or
speaker is ill at confidence and he does not the art of writing or speaking he
may fail. Knowledge is necessary to produce something as good response.
Introvert
Introvert
person does not express his opinions and remains silent mostly. If on receiving
any document he does not respond it means there cannot be any
communication.
Accent and Pronunciation
If the accent and pronunciation of the speaker cannot
convince the listener he may lose his grip on communication. In this way, no
message and further action is encouraged.
Components of
Communication
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Follow Up
Questions to follow
What is communication?
What are components of communication?
How is communication very important?
Describe the barriers of communication?
What are objectives of communication?
7C’s Formula of Writing Effective Letter
In writing proper and effective message it requires right
words for right occasion. All principles of writing start with the letter C.
Completeness
Conciseness
Consideration
Concreteness
Clarity
Courtesy
Correctness
Completeness- When we say completeness we mean a
purposeful message with a positive response. Communication is done on two- way
sides. It is evident that there may be some differences of opinion, culture and
objectivity. Five W’s are necessary for completeness of message.
What (Condition) ----- Whom (Person) ------ Where (Place)
------ When (Date) ------How (Method)
Conciseness -Magnificence of words is basic of conciseness.
There should be right words for right occasion. Relevancy is much needed. Avoid
unnecessary details and repetitions. Adhere to the purpose of message strictly.
Consideration- The
understanding of human nature is very necessary in consideration. The mode of
consideration is called ‘you attitude’. Try to look at the matter according to
your party. How your addressee will take benefit. Convey the message to the
addressee in positive aspects.
Concreteness-
The conveyed messages are vivid and definite in purpose. Messages are explicit
and meaningful. Fact and figures add to the authenticity of message. Response
of the message is awaited in it. Good effect of messages is highly desired.
Clarity- Listener
or reader should pick the material of the message properly conveyed to. Message
should be kept in mind. There should be balance between precise and familiar
language. The expression of words, ideas and experience should be explicit.
Courtesy- Courtesy means politeness but it is necessary to be considerate. If the
salesman is appreciative of receiver’s point of view he is very courteous. If
receiver’s target is accomplished by the sales bureau then air of courteous
behavior is maintained. Cordial relations build good-will among people.
Correctness- When we say correction of sentences or spellings of words we mean exact use
of grammar. Informal language is used in business circles. We should engage
another person to look our communication so that there should not be any error
of writing.
------------------------------------------------------------------7C’s Formula of Writing Effective Letter
In writing proper and effective message it requires right
words for right occasion. All principles of writing start with the letter C.
1.
Completeness
2.
Conciseness
3.
Consideration
4.
Concreteness
5.
Clarity
6.
Courtesy
7.
Correctness
What is COMPLETENESS?
When we say completeness we mean a purposeful message with a
positive response. Communication is done on two- way sides. It is evident that
there may be some differences of opinion, culture and objectivity. But it should
not collide with the elements of the message. We do not know the receiver’s
background or he knows about us that how much he is and fund of knowledge he
possesses it is only through our letter which we shall display.
You should keep all required and general details in mind so
that they may be conveyed to receiver. Give something extra if it is needed.
All provided information should be relevant. Insertion of purposeful thought
helps to make completeness easy. Five W’s are necessary for completeness of message.
What (Condition)
----- Whom (Person) ------ Where (Place) ------ When (Date) ------How (Method)
For example,
Message- Send me books at your earliest
Reply- Write me
the name of book, numbers, postal address and when write day and date.
Message- Sorry I
forgot to mention complete message
Here it is
Five copies of ‘Communication
Skills-211’ at 120 Sapphire Block, Nicolson Road, Lahore on 23rd
Nov, 2016 to Sales Manager
Again he
writes the message
Sales Manager,
120 Sapphire
Block,
Nicolson Road,
Lahore
23rd
Nov, 2016
Dear Sir,
Please send us five copies of ‘Communication Skills-211’ at your
earliest. We shall appreciate your kind action as soon as possible.
Yours
Truly,
Saqib
Ali
Define
CONCISENESS?
Magnificence of words is basic of conciseness. There
should be right words for right occasion. Relevancy is much needed. Avoid
unnecessary details and repetitions. Adhere to the purpose of message strictly.
Long explanations should not be entertained. Occasional work is also not part
of conciseness. Undesirable phrases, subordinate clauses and extra use of
grammar should be avoided. Use single substitutive words in place of long
explanations. Avoid the use of passive voice.
Undesirable phrases:
Few and far between – sometime
At sixes and sevens – disorder
Read between the lines – know
The undesirable phrases, subordinate clauses and
extra explanation are also in the form of sentences, see below
Messer Mian Brothers,
Main Market, Anarkali, Lahore
To
Modern Electronics Links,
18/D- Model Town, Karachi
Sub: Inquiry about Raw Leather
Dear Sir,
We wish
to buy some raw leather as it should be manufactured by your plant. We have
come to know that your quality is best suited in the market. Would you like to
send it please in near future. It would be better if you have our preference of
sending it in the month of October or December we need it. Please do not forget
to attach price list, catalogue and other terms of conditions. In the earliest,
we will need 50 volumes. The parcel would be heavy so to say sending it by
truck by load.
Right communication
Please send per
truck 50 volumes of raw leather so as to reach us before 31 December, 2016. We
shall appreciate if you send price list and other terms of conditions.
Use of long
detail but substitutive words only
“On account of =
on ground of = by dint of = due to the reason of”----- Because
“We are sending
you a vehicle that takes sick and injured to hospital and clinic easily”
We are sending you ambulance
“I am seeking one who can keep and check financial accounts”
I am seeking accountant
“I am searching words opposite in meaning to one another”
I am searching antonym
More substitutions
Bulletin – A short official statement about some important
incident
Census – An official counting of total population of country
Feedback – Information about a product that a user gives
back to the person who sold it
Honorary – An office for which no salary is paid
Agenda – A list of things to be discussed in a meeting
Versatile – Having knowledge of many subjects
Communication – Exchange of all skills for definite
objective
Reviewer – Accredited and qualified professional
administrator and reporter
Contractor – One who fills bond and provides services for
some objects
Management – a group of persons that makes effective use of
available sources
Foreman – One who puts into practice the plans of management
with help of workers
Utility – the merit of any service or commodity that
satisfies the want
Partner – Business organization of two or more persons that
work with specific investment and objectives
Entrepreneur - One who organizes four factors of productions
in combination
Trade – An act to purchase items on low price and sell at
high price
Production – New items are manufactured with raw material
and brought to market
Advertisement – An act of some activities for convincing
consumers to buy the items
Interview – A skill to define objective of recruiting
workers in workplace
Skimming - Quick
understanding of the writing for some salient features
Scanning – Detailed study of the book or essay in one
sitting
No use of Passive Voice
“You are being informed by the company that you will be
provided raw leather soon”.
In place of such sentence he should write
You will get raw leather by the company
“You are reported to inform about your arrival in the office
to your immediate officer”
In place of such passive action, it should be
Inform about your arrival to your immediate officer
What is CONSIDERATION?
The understanding
of human nature is very necessary in consideration. The mode of consideration
is called ‘you attitude’. Try to look at the matter according to your party. How
your addressee will take benefit. Convey the message to the addressee in
positive aspects. Simply, you do not say to your customer ’he cannot get first
class travelling’; instead of you will say, ‘when travelling, you will be
allowed first class’.
The
message of consideration should be worded as ‘you will be able to do evening
shopping with our extended working hours.’ It would be preferable if you
mention time script as, from 9.00 am to 9.00 pm
I Attitude
I would like to express my thanks for your letter dated Ist instant,
replying our letter of 30th ultimo.
You Attitude
Thank you for your letter of Ist instant giving information
asked for in our letter of 30th ultimo.
How cam we have CONCRETENESS?
The conveyed messages are vivid and definite in purpose. Messages
are explicit and meaningful. Fact and figures add to the authenticity of
message. Response of the message is awaited in it. Good effect of messages is
highly desired.
Image building and vivid words should be used. Use of
figurative words is desirable. Choice of words should be carefully done.
Fit words than fine words must be written. Action verb is
used than present participle.
If you say
‘With electricity breakdown, it is very hot in mosque for
the intimates’
But instead of it, you should say
‘With electricity breakdown, sweat trickles down the
intimates.’
This sentence has more efficacy than the first one.
‘You have sent a long letter’ has a weak message but instead
of it if we say
‘Your letter is thrice as long as you said.’ Is better than
last
Present Participle
‘Getting your gift, I put it in the cupboard. Wrong Message
I put your gift in cupboard. Right Message
Handling all the cases received by reviewer’s office, we put
decisions under the authority of our superiors. Wrong Message
We decided all the cases of reviewer’s office by the
superiors. Right Message
Ordering all different brands of television sets, we noted
it in the file. Wrong Message
We noted the order of different brands of television sets in
file. Right Message
CLARITY is epitome of communication give its detail?
Listener or reader should pick the material of the message
properly conveyed to. Message should be kept in mind. There should be balance
between precise and familiar language. The expression of words, ideas and
experience should be explicit. The words that are understood in meaning must be
precise and familiar. No use of familiar words creates confusion.
For example,
A plumber writes to the National Bureau Standards that HCL
is good for clearing out clogged drains.
کمپنی اس پلمبر کو جواب دے اور اس سے خط و کتابت
بڑھائے ایک بات کہ وہ نہ تو یہ جانتے ہیں کہ پلمبر کتنا پڑھا ککھا ہے۔ مگر یہ بات
کہ وہ ایک اچھا پلمبر ہے۔
Company
replies the plumber
The
efficacy of HCL is indispensable but the corrosive residue is incompatible with
metallic permanence
The
plumber thanks the bureau and does not understand
Another
member of company writes to him
We
cannot assume the responsibility for the production of toxic and noxious
residue with HCL, we suggest that you use an alternative procedure
The
plumber thanks again and totally shows his inability of understanding
In
desperation a manager writes to him
Don’t
use HCL acid because it eats hell out of pipes
Words
in sentences are like vehicle. Length of the sentences must not be long. It
should be small enough to pay the meaning of the whole text.
COURTEOSY?
Courtesy
means politeness but it is necessary to be considerate. If the salesman is
appreciative of receiver’s point of view he is very courteous. If receiver’s
target is accomplished by the sales bureau then air of courteous behavior is
maintained. Cordial relations build good-will among people.
Raw
humor and flippancy are appreciative in any sense.
Equal
treatment with all men of class should be hallmark of courtesy.
For
example,
If
a person does any wrong, he should not be spoken harsh words
For
instance, a man loses an important file at the last hour of meeting; his
officer may change his tone in a mild way or be in anguish
He
should say to him, “You may search your shelve or drawers.”
If
we do not understand anyone we may speak to him/her, ‘Repeat please’
CORRECTNESS
is hard to get?
When
we say correction of sentences or spellings of words we mean exact use of
grammar. Informal language is used in business circles. We should engage
another person to look our communication so that there should not be any error
of writing. The message we write should be followed.
All
characteristics in one letter are found on one place.
SAMPLE
WRITING PATTERNS
An
Inquiry Letter
Electric
Store & Concerns,
15-A
Abbot Road, Lahore
To
Asia
Electric Company,
Mall
Road, Lahore
Sub:
inquiry about Electric Goods
Respected
Sir,
We wish to purchase ceiling fans,
energy savers and switches manufactured by your company. Please send us the
price list, transportation, discount and other terms of conditions. We shall
appreciate you if you reply us soon.
Yours
Sincerely,
Purchasing
Officer,
Electric
Store & Concerns
Reply
of Inquiry
Asia
Electric Company,
Mall
Road, Lahore
To
Electric
Store & Concerns,
15-A
Abbot Road, Lahore
Sub:
reply of inquiry
Respected
Sir,
We
thank for your letter of inquiry ref. no 329 dated 22nd Nov, 2016.
We are sending you price list, terms and conditions. We hope that you will have
business relations with us in future.
Yours
Sincerely,
Manager
Sales,
Asia
Electric Company,
Order Letter
Electric
Store & Concerns,
15-A
Abbot Road, Lahore
To
Asia
Electric Company,
Mall
Road, Lahore
Sub:
Order about Electric Goods
Respected
Sir,
Referring
your letter no 329 dated 26th Nov, 2016. We are pleased to
inform you that we have found your rates
the lowest. In this regard, we have decided to contact you to meet our
requirements. Thus, we need the following as per quantity
S.No Brand Size Quantity
1 ceiling
fan 34”* 56” 20
2 energy
saver 24 watt 200
3 switches medium 250
The delivery should reach us till 15th
Dec, 2016. We shall pay you bill through bank after we receive the desired
goods.
Yours Sincerely,
Purchasing Officer
Electric
Store & Concerns,
Inquiry Letter
Alfa Store,
Scheme Road, Lahore
To
General Manager,
Elite Electronics Manufacturers,
123- Davis Road, Gujrat
Sub: Ordering Electric Appliances
Dear Sir,
We
read your pamphlet in which there was mentioned the details of manufactured
items. In this view, we need the following
S. No Item Quantity
1 Multi
meter 1,000
2 Switches 10,000
3 Coils
(Copper) 2,500
Please send us the price list with attractive
terms of trade. It is necessary that you reply us upto 20th
Nov,2016.
Yours Sincerely,
Ahmad Kamal,
Purchasing Officer
Order Letter
Super Electronics,
Java Market,
Faisalabad
To
Sales Manager,
Asia Electronics Suppliers,
20 Band Road, Lahore
Sub: Television sets
Dear Sir,
We
got through reliable sources/ your advertisement published in ‘The Daily Jang’
that you are good supplier of color television sets. We need the following
S.No Brand Size Quantity
1 Sony 21” 5
2 Vega 29” 5
3 Philips 21” 5
Please provide the consignment of
the sets before 20th Dec, 2016. We shall pay you bill as we receive
the articles within three days.
Thanks,
Purchasing Officer
Adjustment Letter
Fabric Mart,
Model Town, Lahore
To
Style Fabrics Mills,
Faisalabad
Sub: Adjusting the Defective Cotton
Dear Sir,
We
thanked you that you informed us about the defective cotton last week. We shall
give you right cotton in its exchange. We are sorry about it. We hope that we
shall serve you better in future.
Yours Sincerely,
Purchasing Officer
Letter of Sale
Maxtor International,
Main Boulevard,
G. T Road, Lahore
Dear Customer,
We are introducing wax balm. You can
apply it easily on your painful parts of body. it is not very oily. It is
odorless. It does not cling with clothes. It does not piece or scratch the
skin. It is also without side effects.
It is available on your nearby
stores. It is in large, medium as well as small jar packing. Its tube packing
is more convenient to use. Its retail price is economic.
We hope that you will appreciate our pain
killer and recommend it your relations and friends after its use.
Manager Sales
Maxtor International
Bs Tech Coms Skills-II
Q. what is presentation?
Ans. It is free of jargon, idioms, puzzle words, complex
structure and confused expressions. It is twitter-like news for the sale of the
picture. It is in 140 words.
Q. how does a presentation move people?
Some words oof emotion move people to action. if it has
no emotional attachment it means it may harm brand and career of company.
Q. is it that we need a leader in presenting items?
Ans. When ideas without any inspiring leader have no way
to expressions, the communication fails itself and there is no efficacy and
effective impact of presentation.
Q. What is included in presentation software?
Ans. It is equipped with graphics, sequence of words,
pictures and charts.
Q. What is in business presentation software?
Ans. The presentation is included with images and
sometimes audio and visual instrument. It also enables us to ease the quickness
of learning.
Q. What are the types of presentation software used?
Ans. Types of
software used are 1. Power Point 2. Adobe Photoshop and 3. Corel Draw.
Q. What are the essentials of presentation?
Ans. 1. Connect with your audience honestly.
2. Be enthusiastic in action
3. focus on audience needs.
4. ask the audience demands
5. let them understand what they want to know
6. Focus on key messages
7. begin the topic with crucial style
8. try to grab audience attention using colorful
highlighter
9. make ten slides
10. develop the 30 point font on the slides
11. start like story telling which is very impressive
12. use audio and visual non-verbal styles
13. relax and breathe while you present the topic
Q. what are the requirements of presentation?
Ans. what is topic?
Why is topic presented?
What has been done about it already?
What is presenter’s duty?
Where should a presenter go for?
What is presenter’s approach?
Q. what is excellently done about presentation?
Ans. Present important topics in the form of services and
goods. Budget your time and you will be benefitted of no rushing.
Q. what do you mean by international communication?
Ans. This is an exchange of culture of people with yheir
living style. In communication, we write, listen, read and speak the needed. We
have an exchange of ideas, theory, emotion and thinking.
Q. what is organizational international communication?
Ans. Any organization is related with provision of
products and services. It relates people in one knot and tries to interlink
their services and skills.
Q. what is role of culture in international
communication?
Ans. Culture changes, restructures, transforms, expresses
and impresses with the help of language which is conveyed to us through
communication skill. The net has made the sharing of information very quick.
Total understanding of culture is key to success.
Q. where does lie the success of culture?
Ans. The success of culture lies in the fact that we are
sensitive to it. The more we study the culture, the more we get hold of it.
Being impolite in speaking and manner is not successful at any cost.
Q. studying culture helps business in foreign, discuss?
Ans. Studying culture helps us to understand business in
any foreign country. Communication skills are used in marketing, finance,
management, accounting and business circles. When we do not adopt thinking and
acting communication fails to convey any message.
Q. what are the other reasons of avoiding failures of
international communication?
Ans. We can avoid failure of international communication
if we have market search, vast knowledge of design and survey of price. It may
be called equipment of awareness.
Q. what are some of the principles to learn culture of
international communication?
Ans. There are some principles to learn culture and more
you study them, the more you get them. It is – British place, education, its
raising and civilization.
Q. what are functions of culture?
Ans. Function of culture is that it responds to human
problems and challenges. In this regard, it develops systems that deal with.
The intricacy comes in front when there is written of culture. The handling of
writing different cultures should be done with
1.
Judging people, events,
ideas against our education background and relief.
2.
Make personal judgment but
keep to yourself.
3.
Accept that other culture is different but
keep on appreciating its parts.
4.
Respect the view points of
others’ culture and try to accommodate yourself.
5.
One who writes the
communication matter should not be average and overconfident but mild.
Q. what is defined by interview?
It is an exchange between two or more than two persons
that helps to recruit any definite candidate.
It is information sharing from one side. It is the pack
of true and complete details. Unnecessary and long introduction is not its
part. Unfair means must not be entertained.
Practical facts and figures give true and positive
results. Personals references and interests are expressed in an impressive way.
Positive attitude is responded well. The candidate should prove his worth. One
should show team spirit in oneself for self control. The expressive show of
leadership qualities is the proof that selection of candidate is positive.
Patience is the landmark of this skill on both sides.
Q. what are the characteristics of interviewer?
Ans. An interviewer should possess the following
characteristics:
1.
He should write down the
details of questions
2.
He should have considerate
behavior
3.
He should keep up the same
style equally
4.
Office authority should
appoint trained people men at interview
5.
Interviewer must listen the
answers carefully
6.
Candidate ‘s technical
ability must be evaluated
7.
Interviewer should prepare
the questionnaire well before the interview.
Q.
What are the activities of
an interviewee?
