Business Communication in English

(a practical course)

By Minodora Otilia Simion

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 Contents:

Chapter I: The Importance of Business Communication

1. 1.Introduction: What is communication?

1.2. What is business communication?

1.3. Types of business communication

1.4. Methods of business communication

1.5. Objectives of business communication

1.6. Elements of business communication

1.7. Process of business communication

1.8. Channels of communication

1.9. Classification of channels of communication

1.10. Non verbal communication

1.11. Features of business communication

1.12. Barriers to business communication

1.13.How to overcome the barriers of communication

Chapter II: Guidelines for Effective Communication

2.1. Characteristics of effective communication

2.2. Effective listening skills-an essential for good communication

2.3. Effective listening skills

2.4. Characteristics of a good and effective listener

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2.5. Effective presentation skills

2.6. Characteristics of a good/ effective presentation

2.7. Effective writing for results

2.8. Writing effectively to get a job/potential client

2.9. Why is it important to communicate well in business

2.10. Benefits of effective communication in one‘s career

2.11. Problems that effective business communication can solve

Chapter III: Business Writing in Action

3.1. CV or Resume writing

3.2. Format of a resume

3.3. Different types of resumes

3.4. What to include in a CV

3.5. What not to include

3.6. Resume sample

3.7. CV sample

3.8. Writing a cover letter

3.9. Cover letter samples

3.10. Writing business emails

3.11. Example of a business email

3.12. Writing meeting minutes

3.13. Designing an effective meeting agenda

3.14. Formal agenda example

3.15. Report Writing; samples

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3.16. Business Letters; business letter example

Chapter IV: Business Presentations in Action

4.1. Telephone communication in business

4.2. Meetings in business communication

4.3. Preconditions of a valid meeting

4.4. Types of meetings

4.5. Advantages of meetings

4.6. Disadvantages of meetings

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Chapter I: The Importance of Business Communication

1.1. Introduction: What Is Communication?

The word ―Communication‖ has come from the Latin word ―communis‖, which means common.
Thus, communication signifies sharing of ideas in common. The dictionary meaning of
communication is to convey or exchange information and share ideas.

It is a process through which two or more persons transmit or exchange thoughts and ideas
among themselves. According to W. H. Newman and C. F. Summer, ―Communication is an
exchange of facts, ideas, opinions or emotions by two or more persons.‖

―Any act by which one person gives to or receives from another person, the information about
that person‘s needs, desires, perceptions, knowledge, or affective states. Communication may be
intentional or unintentional, it may involve conventional or unconventional signals, may take
linguistic or non-linguistic forms, and may occur through spoken or other modes.‖ Or in simple
words;

Communication is the exchange of ideas, opinions and information through written or

spoken words, symbols or actions. Communication is a dialogue, not a monologue. In fact,
communication is more concerned with a dual listening process. For communication to be
effective, the message must mean the same thing to both the sender and the receiver.

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 The way we communicate with others is such a habitual part of us that we rarely stop and
think about it. This translates into business communication too. Organizations, after all, aren‘t
faceless entities, but groups of real people.

Effective communication affects processes, efficiency, and every layer of a company

Communication is the process of transmitting information and understanding from one

person to another or from one unit to other unit with a view to getting the desired response from
the receiver. Through this process two or more persons exchange ideas and understanding among
themselves to achieve the desired effect in the behaviour of another person.

It is a two-way channel for transmitting ideas, feelings, plans, commands, instructions, reports
and suggestions that influence the attitude towards an organisation‘s objectives. The
communicator‘s goal is to convey the meanings or ideas without distortion. Success of the leader
and the enterprise depends upon adequacy of communication.

It is the responsibility of the managers to establish and maintain the channels whereby they can
convey their own thinking and policies to the subordinates, and can receive their reactions and an
account of their problems.

Louis A. Allen defines communication in the following manner:―Communication is the sum total
of all the things one person does when he wants to create understanding in the mind of another. It
is a bridge of meaning. It involves a systematic and continuous process of telling, listening and
understanding.‖

The definition involves two aspects in communication.

First, there is something which is transmitted, such as facts, feelings, ideas, etc. It implies
that there must be a receiver if communication is to occur.

Second, the definition emphasises the understanding element in the communication

process. Sharing of understanding would be possible only when the person to whom the message
is sent, understands in the same sense in which the sender of message wants him to understand.

So, communication involves something more than mere transmission of the message or
transmission and physical receipt thereof. The correct interpretation and understanding of the
message is important from the point of view of organisational efficiency. Effective
communication, as such, might be the accurate transmission and receipt thereof, and its correct
understanding.

In their book Business Communication Today C. L. Bovee, J. V. Thill and B. E. Schatzman

write: ―Communication is the process of sending and receiving messages. However,

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communication is effective only when the message is understood and when it stimulates action
or encourages the receiver to think in new ways.‖

Historical Background

Thousands years ago, people used to communicate orally. Greeks used a phonetic alphabet
written from left to right. After that, many books appeared on written communication principles.
As a result of this, Greece started her very first library.

When communism was ruling China, communication had become the biggest challenge not only
within the vast government, but also between the government and people of China. Postal
services were then launched in China. Rome introduced the postal service after China. After that
paper and printing press was invented in China that made communication much easier.

Hence, today‘s principles of communication are founded on a mixture of ancient oral and written
traditions.

1.2. What Is Business Communication?

Communication made among persons to convey their personal information, message or thought
are personal communication; but exchange of information, facts and ideas relating to business
may be termed as ―Business Communication‖. Business Communication refers to the
communication relating to business activity which means providing goods and services to the
consumers with a view to earning profit.

It is a process through which information, facts, ideas, orders, advices, decisions, etc. are
conveyed, sent or exchanged between/among the persons associated with business. Thus,
Communication relating to trade, law, Finance, administration, management, etc. of a business
enterprise may be termed as ‗Business Communication‘.

The success of a business enterprise depends largely upon good communication. Effective
communication wipes out the hindrances in achieving the target of a business enterprise.
Ineffective communication or communication failure may cause loss of money, time, energy,
opportunity and even goodwill of a business.

In this age of globalisation every business enterprise, big or small, requires proper
communication for its existence. The success of any business concern largely depends upon
successful communication.

In this age of speed, complexity and competition, sending of information regarding the
product to the ultimate consumer is very important. Unless they know about the product of the
business enterprise, it is not possible for them to make contact and buy the product.
Communication plays a vital role in this sphere.
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Effective business communication is how employees and management interact to reach
organizational goals. Its purpose is to improve organizational practices and reduce errors.

All organized activity in a company relies on the process of business communication. This could
be anything from managerial communication to technical communication with vendors.

And once communication becomes unclear, the company‘s core systems risk falling apart.

Strong business communications in a company will likely result in higher employee engagement.

Business Communication is any communication used to promote a product, service, or

organization – with the objective of making sale. In business communication, message is
conveyed through various channels of communication including internet, print (publications),
radio, television, outdoor, and word of mouth.

In business, communication is considered core among business, interpersonal skills and etiquette

Communication is the lifeblood of an organization. If we could somehow remove

communication flow from an organization, we would not have an organization.

It is needed for: exchanging information; exchanging opinions;making plans and

proposals;reaching agreement;executing decisions;sending and fulfilling orders;conducting sales

1.3.Types of Business Communication

There are two types of business communication in an organization:

1.Internal Communication

2,External Communication

Internal Communication

Communication within an organization is called ―Internal Communication‖. It includes all

communication within an organization. It may be informal, formal function, or department
providing communication in various forms to employees.

Effective internal communication is a vital mean of addressing organizational concerns. Good

communication may help to increase job satisfaction, safety, productivity, and profits and
decrease grievances and turnover.

Under Internal Business Communication types, there come:

Upward Communication

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Upward communication is the flow of information from subordinates to superiors, or from
employees to management. Without upward communication, management works in a vacuum,
not knowing if the messages have been received properly, or if other problems exist in the
organization. By definition, communication is a two-way affair. Yet for effective two-way
organizational communication to occur, it must begin from the bottom.

Upward Communication is a mean for the staff to: exchange information, offer ideas; express
enthusiasm; achieve job satisfaction; provide feedback

Downward Communication

Information flowing from the top of the organizational management hierarchy and telling people
in the organization what is important (mission) and what is valued (policies). Downward
communication generally provides information – which allows a subordinate to do something.
For example, instructions on how to complete a task. Downward communication comes after
upward communications have been successfully established.

This type of communication is needed in an organization to: transmit vital information; give
instructions; encourage 2-way discussion; announce decisions; seek cooperation; provide
motivation; boost morale; increase efficiency ;obtain feedback

Both Downward & Upward Communications are collectively called ―Vertical Communication‖

Horizontal/Literal communication

Horizontal communication normally involves coordinating information, and allows people with
the same or similar rank in an organization to cooperate or collaborate. Communication among
employees at the same level is crucial for the accomplishment of the assigned work.

Horizontal Communication is essential for:solving problems; accomplishing tasks, improving

teamwork; building goodwill; boosting efficiency

External Communication

Communication with people outside the company is called ―external communication‖.

Supervisors communicate with sources outside the organization, such as vendors and customers.

It leads to better: sales volume; public credibility; operational efficiency; company profits and it
should improve: overall performance; public goodwill; corporate image. Ultimately, it helps to
achieve organizational goals and customer satisfaction

Reading Comprehension:

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1. Define communication according to its meaning in dictionaries

2. When is communication effective?

3. Which is the communicator”s goal?

4. What is also important from the point of view of organizational efficiency?

5. Define business communication

6. What does largely depend upon good communication?

7. Through what channels of communication is message conveyed in business

communication?

8. What does internal communication mean and what types is it?

9. What is horizontal communication important for?

10. What does external communication lead to?

1.4..Methods of Business Communication

When business communication actually happens, it‘s either verbal or written.

Furthermore, communication takes place either in person/face-to-face or remotely.

Neither of these are inherently better or worse for your company on their own, and entirely
depend on context.

Written communication is great for keeping a paper trail of decisions and actions made as well as
for putting together strategies and plans in place. Verbal interactions enable instantaneous idea
generation and a more open flow of thoughts.

Some companies are in a single office. Some have offices in various time zones. Others are fully
remote and don‘t have a physical location.

These are the methods of business communication applicable to some or all of the above
scenarios:

1) Web-based communication

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This includes everyday communication channels like emails and instant messaging applications.
Benefits of emails and messages lie in the ability to lead private conversations in a busy office
environment, as well as sharing a message with many people—from a few to hundreds—all at
once.

2) Telephone meetings

Phones removed the location barrier to running productive, fast-moving meetings. It allows for
better idea exchange thanks to the non-verbal communication (tone of voice) compared to
written communication.

3) Video conferencing

Great video conferencing systems enable people at remote locations to run meetings that feel as
close to in-person meeting as possible. They take phone meetings one step up.

4) Face-to-face meetings

In-person meetings can help a business move forward with ideas quickly. Research shows that
in-person meetings generate more ideas than virtual meetings.

However, having a good meeting agenda is essential for effective meetings. 46% of employees
rarely or never leave a meeting knowing what they‘re supposed to do next.

5) Reports and official documents

Documenting activities that impact other people and departments is a crucial part of a good
business communication system.The ability to refer to a written document at any moment
reduces the chance for confusion or disagreement and provides extra clarity in communication.

6) Presentations

Presentations supported by reports and/or PowerPoint are often how meetings with larger groups
are conducted.These are great for sharing new ideas in a way that creates space for questions and
any clarifications.

7) Forum boards and FAQs

An internal area for employees to refer to frequently asked questions on various departmental
topics and to ask new ones that will make them more productive and up-to-date on a matter.

8) Surveys

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Both internal and customer surveys are an ideal way to gather feedback and ratings on important
topics. They enable a healthy cycle of feedback-supported improvements and opens a
communication channel between all levels inside an organization.

9) Customer management activities

This can include any customer relations activity. Examples include live chat support, customer
relationship management (CRM) systems, customer onboarding process, customer reviews, and
more.

1.5. Objectives of Business Communication:

The main objective of communication is to give information and to persuade different persons.
Other objectives include conveying suggestion, opinion, idea, advice, request, etc.; imparting
instructions, guidance and counseling; providing training; giving warning; appreciating good
work; boosting of morale; etc. In the case of a business enterprise the main objective of
communication is the improvement of its activities, all-round development of the organisation,
and ultimate success in its operation.

1. Giving Information:

The primary object of communication is to make the members of an organisation aware of its
goal and acquaint them with all the relevant information. This helps the business enterprise to
achieve success through concerted efforts of all the people concerned. It is a fact that well-
informed people can achieve better.

The managers should know in details the social, political, economic and other conditions of the
place where the business is situated. Information regarding the employees, consumers and
competitors should be at their fingertips. Employees, likewise, should be well-informed about
their positions, powers and responsibilities in particular, and the aims and objectives of the
organisation in general.

Information regarding demand for a particular product, the taste, liking, etc. of the consumers;
availability of raw materials, credit facility, advertising media; latest government rules and
regulations, etc. are required for the production and selling of the product.

Information can be obtained from past records, books, journals, newspapers, government
publications, seminars, conferences, exhibitions, trade fares, etc. The other sources of
information are the chambers of commerce, structured questionnaires, radio, television, internet,
etc. Whatever might be the sources, the information must be reliable, accurate, complete and
latest.

2. Persuasion:

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To persuade means to make other people decide to do something, especially by repeatedly asking
them or telling them the reasons why they should do it; in other words, influencing other people
to believe or to do what one wants. This is one of the important objectives of communication.

The seller often influences the buyer through persuasion to buy his/her products rejecting earlier
decision to buy other products. This persuasion should be so planned that the buyer becomes
least conscious of being persuaded and even if he/she becomes conscious, he/she should be made
to understand that it is for his/her own interest. Actually persuasion is an art which should be
suggestive in nature rather than coercive.

3. Conveying Suggestion:

Communication helps in conveying suggestions, opinions and ideas. The workers who are
actually engaged in the work know better the loopholes in it and can suggest to the managers the
ways to plug the loopholes. This is an example of upward communication. In big offices,
suggestion boxes are provided and suggestions are received throughout the year. Sometimes
further communication is made with the suggestions for clarification. Interaction of suggestions
and ideas help the progress of an organisation.

Suggestions are not in the nature of order or advice and are, therefore, never obligatory to follow
them. Either acceptance or rejection is possible in the case of a suggestion. Some executives,
supervisors or managers who have a false notion of self-dignity, self-respect, higher position, etc.
may not accept a suggestion, even though it is good one because it comes from lower level. But
dynamic executives welcome constructive suggestions in the interest of the organisation.

4. Advice:

One of the objectives of business communication is to advise an individual or a group of people.

The manager advises the subordinates about the ways and means of better performance. Advice
involves personal opinion and it influences the opinion and action of the other person(s) to whom
advice is being given.

Today‘s business world is very complex and no one can be an expert in all the spheres of
business. So, a businessman has to take advice from experts regarding the matters in which he is
not well-informed. For example, he may need advice regarding banking, insurance, stock
exchange, tax rules, legal procedures, etc. Within the business the managers, supervisors and
executives may advise each other (a case of horizontal communication) and the subordinates
(downward communication).

5. Motivation:

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Communication is made to inspire, to motivate, and to create a sense of loyalty among the
employees. Through communication their morale is boosted up and it leads to better
performance. Regular communication is necessary for motivating the employees and infusing in
them a positive attitude towards work and a healthy relationship with the managers. This,
ultimately, increases managerial efficiency.

Motivating someone means inspiring but not forcing him/her to do something. A motivated
worker is an asset of any organisation. The greater the motivation, the lesser is the cost of
supervision, because a motivated worker never neglects his duties.

Motivating factors include monetary incentives, security of job, job satisfaction, good working
environment, participation in decision-making, fixation of target, etc. Money works as a good
motivator. A worker works overtime when he/she is allowed extra wages. Security of job
motivates an employee to devote himself/herself whole-heartedly to the job.

If an employee is satisfied with the job, he/she gets pleasure in doing it. Good working
environment attracts him/her to work in co-operation with other members. Workers‘
participation in decision-making gives them a sense of being part and parcel of the organisation.
Fixation of production target, sales target, etc. of an organisation helps the workers to work
together to achieve the target. Thus, different factors of motivation contribute to achieve
performance excellence of an organisation.

6. Training:

To meet the need of an organisation, senior employees may need to be trained to update them
about the new technological developments so as to adjust themselves to changing work
environment or job demands. The new employees may also require training at the initial stage to
cope up with the methods, techniques and systems of work in the organisation.

Communication is the key to all these kinds of training. Such communication can be made
through classroom teaching, lectures, seminars, short courses, conferences, educational tours,
film shows, etc. Not only the ordinary employees, but the managerial staffs also need to be
trained in the process stated above.

7. Instruction, Guidance and Counselling:

One of the objectives of business communication is to manage the employees by means of

imparting instruction, providing guidance and arranging for counseling. Legal, vocational and
medical guidance and counseling are provided free of cost for the employees in a good business
organisation. Doctors, lawyers, coaches, etc. are employed for the purpose. The underlying
objective of such assistance is to keep the employees physically fit and mentally alert so that they
can work whole-heartedly for the well-being of the organisation.

8. Giving Warning and Appreciating Good Work:

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It is very much necessary to appreciate a good worker. It will encourage him/her to strive for
better performance and greater involvement. It makes the employee conscious about his/her
responsibilities. On the other hand, it is also necessary to give warning to the employees who
tend to be in disciplined, non-accountable and unproductive or create disturbance. The objective
of both appreciation and warnings may be accomplished through oral or written communication.

9. Resource Utilisation:

Communication checks wastage of the resources of the organisation and helps their better
utilisation. Lack of knowledge or lack of proper direction in time may cause the waste or misuse.
Communication helps to bridge the gap of knowledge through instruction, advice, etc. and waste
or misuse of resource is minimised. Not only material resources, but also the financial resources,
human resources and other resources are utilised properly through communication.

10. Management Efficiency:

One of the objectives of business communication is to increase efficiency of the management. If

there is a good network of communication (formal and informal), the organisation can be
managed efficiently and effectively.

We know that communication is a process of transmitting and receiving messages (verbal and
non-verbal). Communication is a dialogue not a monologue. So, a communication is said to be
effective only if it brings the desired response from the receiver.

Reading Comprehension:

1. What is web-based communication?

2. Why are video conferencing systems important?

3. Which meetings generate more ideas?

4. How is extra-clarity provided in business communication?

5. How are larger groups conducted in meetings?

6. Why are surveys beneficial for organizations?

7. Give as many objectives of business communication as you can

8. What should employees be well-informed about?

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9. Why is persuasion one of the important objectives of communication?

10. What can help the progress of an organization?

11. On what may a businessman need advice from experts?

12. What motivating factors can you name?

13. Why may employees need to be trained?

14. Why is instruction, guidance and counseling necessary for emploees?

15. What resources are utilized properly through communication?

1.6. Elements of Business Communication

Communication consists of six components or elements:

1.Context

2.Sender/Encoder

3.Message

4.Medium

5.Receiver/Decoder

6.Feedback

Context

Every message (Oral or written), begins with context. Context is a very broad field that consists
different aspects. One aspect is country, culture and organization. Every organization, culture
and country communicate information in their own way.

Another aspect of context is external stimulus. The sources of external stimulus includes;
meeting, letter, memo, telephone call, fax, note, email and even a casual conversation. This
external stimuli motivates you to respond and this response may be oral or written.

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Internal stimuli is another aspect of communication. Internal Stimuli includes; your opinions,
attitude, likes, dis-likes, emotions, experience, education and confidence. These all have
multifaceted influence on the way you communicate your ideas.

A sender can communicate his ideas effectively by considering all aspects of context mentioned
above.

Sender/Encoder

Encoder is the person who sends message. In oral communication the encoder is speaker, and in
written communication writer is the encoder. An encoder uses combination of symbols, words,
graphs and pictures understandable by the receiver, to best convey his message in order to
achieve his desired response.

Message

Message is the information that is exchanged between sender and receiver. The first task is to
decide what you want to communicate and what would be the content of your message; what are
the main points of your message and what other information to include. The central idea of the
message must be clear. While writing the message, encoder should keep in mind all aspects of
context and the receiver (How he will interpret the message). Message is the subject-matter
which is transmitted or passed by the sender to the other party or group of persons. This might be
opinion, order, suggestion, attitude, feeling, view, etc.

Messages can be intentional and unintentional.

Medium

Medium is the channel through which encoder will communicate his message. How the message
gets there. Your medium to send a message, may be print, electronic, or sound. Medium may be
a person as postman. The choice of medium totally depends on the nature of you message and
contextual factors discussed above. Choice of medium is also influenced by the relationship
between the sender and receiver.

The oral medium, to convey your message, is effective when your message is urgent, personal or
when immediate feedback is desired. While, when your message is technical and needs to be
documented, then written medium should be preferred which is formal in nature. These
guidelines may change while communicating internationally where complex situations are dealt
orally and communicated in writing later on.

Receiver/Decoder

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The person to whom the message is being sent is called ‗receiver‘/‘decoder‘. Receiver may be a
listener or a reader depending on the choice of medium by sender to transmit the message.
Receiver is also influenced by the context, internal and external stimuli.

Receiver is the person who interprets the message, so higher the chances are of mis-
communication because of receivers perception, opinion, attitude and personality. There will be
minor deviation in transmitting the exact idea only if your receiver is educated and have
communication skills.

Feedback

Response or reaction of the receiver, to a message, is called ‗feedback‘. Feedback may be written
or oral message, an action or simply, silence may also be a feedback to a message.

Feedback is the most important component of communication in business. Communication is

said to be effective only when it receives some feedback. Feedback, actually, completes the loop
of communication.

1.7. Process of Business Communication

1. Sender‘s Idea:

The first thing in communication process is to be familiar with the idea or problem to be
communicated. If the communicator has no clear view of this idea or problem, its reception on
the other end may give similar obscure idea and may thus be misunderstood. So, the process of
communication demands full and clear view of the idea or problem to be communicated.

2. Encoding the Idea:

When the idea is converted into a symbolic form in terms of some kind of language, it may be
termed as the encoding of the idea. The language may consist of words, symbols, charts,
diagrams, gestures, etc. This encoding depends upon the personal characteristics of the sender as
well as the receiver. The style, length, form, clarity, etc. of the message varies from person to
person.

3. Transmission:

In transmitting the ideas or decisions, certain matters are to be taken into consideration. The first
consideration should be to select an appropriate channel (i.e., verbal, non-verbal, written, etc.)
and a medium (telephone, e-mail, letter, face to face conversation, etc.).

This selection depends upon urgency, distance, availability of means, cost and time factor, etc.
Next thing is to determine the person or persons to whom such ideas or decisions are to be
communicated. So, the selection of right course and right person for communication is essential
for its effectiveness.

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 4. Getting the Message by the Receiver:

The receiver must get the message to make the communication fruitful. Suppose a letter or e-
mail is sent to a person. It is not possible for him/her to go through it and understand its meaning
unless it is received by him/her.

5. Decoding the Message:

Decoding means understanding or bringing out the meaning of the message. It is very vital. If the
receiver understands the message in the same sense as the sender intends, the objective of
communication is presumed to be fulfilled.

6. Sending Feedback:

Feedback is the receiver‘s response to the message. Having understood the message the receiver
reacts to it and responds accordingly. The feedback evaluates the effectiveness of the message. If
the sense of the message is realist properly, the feedback or the response will be desirable and, if
it is not, one has to understand that there are some barriers in the process. Steps are required to
be taken for the removal of such barriers.

7. Channel:

Channels are the routes or paths of the communication. The sender‘s idea is transmitted to the
receiver through this path. Again, the receiver sends feedback to the sender through the channel.
Thus, channel is used at least twice in the process of communication. Oral or telephonic
message, letter, different audio and video media, computer, e-mail, fax, etc. are the popular
channels of communication. Selection of channel depends upon the nature of the message,
necessity, urgency and situational conditions.

8. Noise:

It is not a separate step in the process. It may be present at every step and make the
communication less effective or ineffective. Noise distorts the message and conveys ideas not
intended by the sender resulting in chaos, confusion and complexity.

Reading Comprehension:

1. What aspects of context can you name?

2. How does an encoder convey his message?

3. Should the encoder consider the receiver when writing a message?

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4. When is the oral medium effective?

5. What is the receiver influenced by?

6. Why is feedback important in business communication?

7. What is the encoding of the idea?

8. What does the selection of the channel of communication depend on?

9. What does the decoding of the message mean?

10. What does the feedback evaluate?

11. What popular channels of communication can you name?

12. What may noise result in?

1.8. Channels of Communication

If channels are used for the purpose of communication relating to any business activity, such
channels may be called ‗the channels of business communication‘. A departmental manager
issuing orders to the supervisors in writing is an example of business communication.

Its direction is downwards as it is made by a superior to his subordinate. Here a downward

channel is used. Again, the communication is expressed in writing. Therefore, a written channel
of business communication is in operation. Once again, as the communication is carried on
through an official route, it is a formal communication channel also.

1.9. Classification of Channels of Business Communication:

Channels of business communication may be classified from different viewpoints as follows:

A. On the basis of Organisational Structure:

On the basis of organisational structure, the channels of business communication may be divided
into:(1) Formal, and (2) Informal.

1. Formal Channel:

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When communication is carried on through structured, organised or official route, the channel is
called ‗Formal Channel‘.

2. Informal Channel:

Non-structured, unofficial and unorganised route of communication is ‗Informal Channel‘.

D. On the basis of Direction:

The direction of business communication channels may be:

1. Downward,

2.Upward and

3. Horizontal or Lateral.

1. Downward Channel:

Channels used for flowing information from top towards bottom are called ‗Downward
Channel‘.

2.Upward Channel:

Communication of information from lower level to upper level is possible through ‗Upward
Channel‘.

3.. Horizontal or Lateral Channel:

When communication takes place between the persons of same rank a ‗Horizontal Channel‘ is
said to be formed.

C.On the basis of Way of Expression:

On the basis of the ways or means of expression business communication channels are of two
types:

(I) Written, and

(II) Oral.

I. Written Channel:

When communication takes place in writing through letters, memos, reports, proposals, e-mail,
faxes, etc. ‗Written Channel‘ is said to be in use.

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A written channel is often selected in the following cases:

A. immediate feedback is not required;

B. the receiver stays in a far off place and cannot be brought to contact easily;

C. distortion of message is not desirable;

D. detailed, complex and planned messages are required to be sent; and

E. permanent record is necessary for future reference.

II. Oral Channel:

‗Oral Channel‘ includes different media e.g., face-to-face conversations, speeches, meetings,
telephone, voice mails, audio and video tape, teleconference or video conference, etc.

An oral channel is to be selected if:

A. feedback is required immediately.

B. the receiver of message or audience can be brought to contact easily.

C. interaction is necessary.

D. simple messages are communicated.

E. no permanent record is to be kept.

Oral communication implies communication through mouth. It includes individuals conversing

with each other, be it direct conversation or telephonic conversation. Speeches, presentations,
discussions are all forms of oral communication. Oral communication is generally recommended
when the communication matter is of temporary kind or where a direct interaction is required.
Face to face communication (meetings, lectures, conferences, interviews, etc.) is significant so as
to build a rapport and trust.

Advantages of Oral Communication

There is high level of understanding and transparency in oral communication as it is

interpersonal.

There is no element of rigidity in oral communication. There is flexibility for allowing changes
in the decisions previously taken.

22
The feedback is spontaneous in case of oral communication. Thus, decisions can be made
quickly without any delay.

Oral communication is not only time saving, but it also saves upon money and efforts.

Oral communication is best in case of problem resolution. The conflicts, disputes and many
issues/differences can be put to an end by talking them over.

Oral communication is an essential for teamwork and group energy.

Oral communication promotes a receptive and encouraging morale among organizational

employees.

Oral communication can be best used to transfer private and confidential information/matter.

Disadvantages/Limitations of Oral Communication

Relying only on oral communication may not be sufficient as business communication is formal
and very organized.

Oral communication is less authentic than written communication as they are informal and not as
organized as written communication.

Oral communication is time-saving as far as daily interactions are concerned, but in case of
meetings, long speeches consume lot of time and are unproductive at times.

Oral communications are not easy to maintain and thus they are unsteady.

There may be misunderstandings as the information is not complete and may lack essentials.

It requires attentiveness and great receptivity on part of the receivers/audience.

Oral communication (such as speeches) is not frequently used as legal records except in
investigation work.

Written communication has great significance in today‘s business world. It is an innovative

activity of the mind. Effective written communication is essential for preparing worthy
promotional materials for business development. Speech came before writing. But writing is
more unique and formal than speech. Effective writing involves careful choice of words, their
organization in correct order in sentences formation as well as cohesive composition of
sentences. Also, writing is more valid and reliable than speech. But while speech is spontaneous,
writing causes delay and takes time as feedback is not immediate.

Advantages of Written Communication

23
 Written communication helps in laying down apparent principles, policies and rules for
running of an organization.

It is a permanent means of communication. Thus, it is useful where record maintenance is

required.

It assists in proper delegation of responsibilities. While in case of oral communication, it

is impossible to fix and delegate responsibilities on the grounds of speech as it can be taken back
by the speaker or he may refuse to acknowledge.

Written communication is more precise and explicit.

Effective written communication develops and enhances an organization‘s image.

It provides ready records and references.

Legal defenses can depend upon written communication as it provides valid records.

Disadvantages of Written Communication

Written communication does not save upon the costs. It costs huge in terms of stationery
and the manpower employed in writing/typing and delivering letters.

Also, if the receivers of the written message are separated by distance and if they need to
clear their doubts, the response is not spontaneous.

Written communication is time-consuming as the feedback is not immediate. The

encoding and sending of message takes time.

Effective written communication requires great skills and competencies in language and
vocabulary use. Poor writing skills and quality have a negative impact on organization‘s
reputation.

Too much paper work and e-mails burden is involved.

1.10. Non Verbal Communication

What is Non Verbal Communication ?

It is communication of feelings, emotions, attitudes, and thoughts through body movements /

gestures / eye contact, etc.

The components of Non Verbal Communication are:

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Kinesics: It is the study of facial expressions, postures & gestures. Did you know that while in
Argentina to raise a fist in the air with knuckles pointing outwards expresses victory, in Lebanon,
raising a closed fist is considered rude?

Oculesics: It is the study of the role of eye contact in non verbal communication. Did you know
that in the first 90 sec - 4 min you decide that you are interested in someone or not. Studies
reveal that 50% of this first impression comes from non-verbal communication which includes
oculesics. Only 7% of comes from words - that we actually say.

Haptics: It is the study of touching. Did you know that acceptable level of touching vary from
one culture to another? In Thailand, touching someone's head may be considered as rude.

Proxemics: It is the study of measurable distance between people as they interact. Did you know
that the amount of personal space when having an informal conversation should vary between 18
inches - 4 feet while, the personal distance needed when speaking to a crowd of people should be
around 10-12 feet?

Chronemics: It is the study of use of time in non verbal communication. Have you ever observed
that while AN employee will not worry about running a few minutes late to meet a colleague, a
manager who has a meeting with the CEO, a late arrival will be considered as a nonverbal cue
that he / she does not give adequate respect to his superior?

Paralinguistics: It is the study of variations in pitch, speed, volume, and pauses to convey
meaning. Interestingly, when the speaker is making a presentation and is looking for a response,
he will pause. However, when no response is desired, he will talk faster with minimal pause.

Physical Appearance: Your physical appearance always contributes towards how people perceive
you. Neatly combed hair, ironed clothes and a lively smile will always carry more weight than
words.

Use of Body Language in Communication

Did you know that while in India or America a "fantastic" or an "ok" sign is demonstrated by
forming a circle with your thumb and forefinger, in Tunisia the same symbol means "I will kill
you" and in Japan it means "money"?

Kinesics or study of body language must be understood by all. Whether it is an interview or a

presentation, one must be aware of how to use body language effectively.

Non verbal components of communication:

Eye Contact: Always maintain eye contact with your audience. However, a person must ensure
that he / she should not fix his gaze at one person for more than 5 seconds. Too much fluttering
of eyes could indicate lack of confidence. Staring at a person could be daunting and hence is not
such a good idea.
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Hand Shake: While shaking hands especially in a professional environment, the hand shake
should be firm and not loose. An iron handshake [very strong handshake] can indicate that a
person is trying to dominate.

Crossing your Arms: Crossing your arms could imply that a person is not open to new ideas /
opinion especially in case of giving a presentation. However, in a one-on-one interview if the
interviewer has his / her arms crossed, the candidate could do the same.

Sitting Posture: Leaning on a chair is not a good idea. One must sit upright though in a relaxed
position. Sitting back in your chair implies lack of interest or rejection.

Gesture: Gesture refers to a type of non verbal communication which uses a part of the body
with or without verbal communication. Gestures include facial expressions, nods [which is a sign
of approval in most cultures], head bobbling / shaking.

Facial Expression: The face is a best reflection of what a person feels. More often than not it is
easy to recognize if a person is happy, sad, anxious, irritated, or excited. It is very important that
in a professional scenario a person must control his / her facial expressions. For e.g. If a
presenter gets a feel that his presentation is not going on very well, he / she should not show the
sign of losing of hope and instead try for a greater involvement from the participants.

1.11. Features of Business Communication:

Business Communication has certain features or characteristics which enable us to distinguish it

from other communication.

A communication to be business communication must be:

1. Practical,

2. Factual,

3. Clear and brief,

4. Target-oriented,

5. Persuasive.

1. Practical:

Effective business communication deals with the practical aspect of the information explaining
why, how, when and the like queries. It avoids impractical, imaginary, unnecessary or repetitive
information to eliminate waste of time. It conveys important information to the receiver.

2. Factual:

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In general a business message contains facts and figures in place of overall idea. Important date,
place, time, etc. should be clearly mentioned in a business communication.

3. Clear and Brief:

The language used in business communication should be simple, clear, brief and without
ambiguity. Sometimes charts, photographs, diagrams, etc. are used to condense or clarify the
information.

4. Target-Oriented:

A business communication must have a specific objective and must be planned properly so that
the objective can be achieved.

5. Persuasive:

Business communication often plays a persuasive role. It persuades an employee to perform

his/her duties, a customer to buy a product or service etc. The basic characteristics mentioned
above are related to the message or information of the communication.

The process of business communication has certain other characteristics. They are:

1. Integral Part of Management Process:

Communication encompasses those activities by which the ideas, opinions and decisions of the
managers are conveyed to the subordinates of different ranks. It also involves the exchange of
facts, feelings, suggestions and responses between the superiors and subordinates.

Communication, in this way, puts the people into action, guides and directs their activities,
regulates and co-ordinates them for proper work performance. A manager, thus, performs the
management functions through communication and managerial positions become the
communication centres to receive information from various sources for its transmission to
relevant points.

So, communication is a part and parcel of management function, and is, thus, an integral part of
management process. That is why, Chester I. Bernard remarks, ―the first executive function is to
develop and maintain a system of communication‖.

2. Two-Way Traffic:

Communication does not only mean its downward movement from superior to the subordinates it
implies both the transmission and reception. So, when conveying any information, a manager
should know its reactions and responses. Otherwise, managerial task of guiding and directing
will be ineffective.

27
A man should, thus, not only speak, inform and order, but should also be able to listen, answer
and interpret. Communication, therefore, involves two-way traffic from the managers to the
employees and from the employees to the managers. It is not complete unless the message has
been correctly understood by the receiver and its response becomes known to the sender.

3. Mutual Understanding:

The basic purpose of business communication is to bring about understanding between

individuals in the organisation. It is an important element for establishing human relationships. A
leader can lead and a manager can direct effectively by establishing perfect understanding with
the subordinates, peers and superiors in the organisation.

The greater the degree of understanding presents in the communication the more possibility that
human action will proceed in the direction of accomplishing the goals

4. Pervasive:

The subject-matter of business communication covers a wide range and extends to all
functions—purchases, production, sales, finance, recruitment, wages, dividends, market
standing, innovation, productivity, etc. It also moves through all levels of management—
upward, downward and sideways. Business communication is, thus, said to be a pervasive
function.

5. Continuity:

Communication is an ever-present activity and without it an organisation cannot exist.

Communication is as necessary to an organisation as blood circulation in a living body.
Therefore, the managers should ensure that adequate and smooth communication flows in all
directions.

Breakdown of communication results in misunderstanding, creation of unfavorable attitudes,

hostility and conflict. So, communication must be a continuous process and move up, down and
sideways for active participation of all concerned.

6. Specific:

A business communication is generally specific in nature. It means that a particular

communication should deal with a single subject at a time. This is necessary for the effectiveness
of communication. Multiplicity of subject in a communication has the possibility of creating
confusion which is dangerous to sound management. It must be specific with regard to the
information intended to be conveyed or received.

7. Result and not Cause:

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Sound communication is the result of competent management, not the cause of it. Business
communication is a means to an end and acts as a tool in the hands of the managers. Successful
handling of this tool depends upon the competence of the managers. It is not an independent
activity, rather an essential ingredient of managerial function.

So, good communication does not produce good manager. But good manager is nearly always a
good communicator. Misconception of management process often leads to poor communication.

8. Internal and External:

Business communication is primarily internal. It is, thus, a part of administrative function and
intended to apply to the members belonging to an organisation. Orders, instructions, suggestions
and even public notice announcing the annual general meeting of a company are some of the
examples of internal communication.

But nowadays, many communications move beyond the organisational horizons and touch the
outside population exceeding the organisation‘s own (e.g., advertisement). Business
communication may thus be internal and external.

9. Different Types:

Business communication may be of different types—formal, informal, upward, downward,

sidewise, written, oral, etc.

10. Feedback:

A communication cannot be complete unless and until feedback or response of the recipient is
made. Feedback may be written, oral or gestural. Sometimes mere silence may also constitute a
feedback.

(http://www.notesdesk.com/)

Reading Comprehension:
1.Classify the channels of business communication according to:

A) organizational structure

B) direction

C)way of expression
29
2. When is a written channel selected?

3. When is an oral channel selected?

4. Name the advantages and disadvantages of oral communication

5. Name the advantages and disadvantages of written communication

6. What is Non-Verbal communication?

7. Name the non-verbal components of communication

8. How must business communication be?

9. How is business communication be?

10.Speak about the pervasive function of business communication.

1.12. Barriers to Effective Business Communication

As we have seen,communication is a process beginning with a sender who encodes the message
and passes it through some channel to the receiver who decodes the message. Communication is
fruitful if and only if the messages sent by the sender is interpreted with same meaning by the
receiver. If any kind of disturbance blocks any step of communication, the message will be
destroyed. Due to such disturbances, managers in an organization face severe problems. Thus the
managers must locate such barriers and take steps to get rid of them.

There are several barriers that affects the flow of communication in an organization. These
barriers interrupt the flow of communication from the sender to the reciever, thus making
communication ineffective. It is essential for managers to overcome these barriers. The main
barriers of communication are summarized below.

Following are the main communication barriers:

Perceptual and Language Differences: Perception is generally how each individual interprets the
world around him. All generally want to receive messages which are significant to them. But any
message which is against their values is not accepted. A same event may be taken differently by

30
different individuals. For example : A person is on leave for a month due to personal reasons
(family member being critical). The HR Manager might be in confusion whether to retain that
employee or not, the immediate manager might think of replacement because his teams
productivity is being hampered, the family members might take him as an emotional support.

The linguistic differences also lead to communication breakdown. Same word may mean
different to different individuals. For example: consider a word ―value‖.

What is the value of this Laptop?

I value our relation?

What is the value of learning technical skills

―Value‖ means different in different sentences. Communication breakdown occurs if there is

wrong perception by the receiver.

Information Overload: Managers are surrounded with a pool of information. It is essential to

control this information flow else the information is likely to be misinterpreted or forgotten or
overlooked. As a result communication is less effective.

Inattention: At times we just not listen, but only hear. For example a traveler may pay attention
to one ―NO PARKING‖ sign, but if such sign is put all over the city, he no longer listens to it.
Thus, repetitive messages should be ignored for effective communication. Similarly if a superior
is engrossed in his paper work and his subordinate explains him his problem, the superior may
not get what he is saying and it leads to disappointment of subordinate.

Time Pressures: Often in organization the targets have to be achieved within a specified time
period, the failure of which has adverse consequences. In a haste to meet deadlines, the formal
channels of communication are shortened, or messages are partially given, i.e., not completely
transferred. Thus sufficient time should be given for effective communication.

Distraction/Noise: Communication is also affected a lot by noise to distractions. Physical

distractions are also there such as, poor lightning, uncomfortable sitting, unhygienic room also
affects communication in a meeting. Similarly use of loud speakers interferes with
communication.

Emotions: Emotional state at a particular point of time also affects communication. If the
receiver feels that communicator is angry he interprets that the information being sent is very
bad. While he takes it differently if the communicator is happy and jovial (in that case the
message is interpreted to be good and interesting).

Complexity in Organizational Structure: Greater the hierarchy in an organization (i.e. more the
number of managerial levels), more is the chances of communication getting destroyed. Only the

31
people at the top level can see the overall picture while the people at low level just have
knowledge about their own area and a little knowledge about other areas.

Poor retention: Human memory cannot function beyond a limit. One can‘t always retain what is
being told specially if he is not interested or not attentive. This leads to communication
breakdown.

There are 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.

1.13. How to Overcome the Barriers of Communication.

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).

Use of Simple Language: Use of simple and clear words should be emphasized. Use of
ambiguous words and jargons should be avoided.

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.

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.

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.

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.

32
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.

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.

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.

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.

( http/thebusinesscommunication.com)

Reading Comprehension :

1. When is communication effective?

2. When does communication breakdown occur?

3. What does information overload mean?

4. What physical distractions may there be in business communication?

5. What does poor retention mean?

6. What should an organization do in order to overcome the barriers of

communication?

33
Chapter II : Guidelines for Effective Communication

2.1.Characteristics of effective communication

Effective communication is a part and parcel of any successful organization. A communication

should be free from barriers so as to be effective. Communication is a two way process where the
message sent by the sender should be interpreted in the same terms by the recipient. The
characteristics of effective communication are as follows :

Clarity of Purpose: The message to be delivered must be clear in the mind of sender. The person
to whom it is targeted and the aim of the message should be clear in the mind of the sender.

Completeness: The message delivered should not be incomplete. It should be supported by facts
and observations. It should be well planned and organized. No assumptions should be made by
the receiver.

Conciseness: The message should be concise. It should not include any unnecessary details. It
should be short and complete.

34
Feedback: Whether the message sent by the sender is understood in same terms by the receiver
or not can be judged by the feedback received. The feedback should be timely and in personal. It
should be specific rather than general.

Empathy: Empathy with the listeners is essential for effective verbal communication. The
speaker should step into the shoes of the listener and be sensitive to their needs and emotions.
This way he can understand things from their perspective and make communication more
effective.

Modify the message according to the audience: The information requirement by different people
in the organization differs according to their needs. What is relevant to the middle level
management might not be relevant to the top level of management. Use of jargons should be
minimized because it might lead to misunderstanding and misinterpretations. The message
should be modified according to the needs and requirements of the targeted audience.

Multiple Channels of communication: For effective communication multiple channels should be

used as it increases the chances of clarity of message. The message is reinforced by using
different channels and there are less chances of deformation of message.

2.2.Effective Listening Skills - An essential for good communication

Listening is a significant part of communication process. Communication cannot take place until
and unless a message is heard and retained thoroughly and positively by the receivers/listeners.
Listening is a dynamic process. Listening means attentiveness and interest perceptible in the
posture as well as expressions. Listening implies decoding (i.e., translating the symbols into
meaning) and interpreting the messages correctly in communication process.

Listening differs from hearing in sense that:

Hearing implies just perceiving the sounds while listening means listening with understanding
whatever you are listening. Both the body as well as mind is involved in listening process.

Listening is an active process while hearing is a passive activity.

Hearing is an effortless activity while listening is an act requiring conscious efforts,

concentration and interest. Listening involves both physical and psychological efforts.

Effective listening requires both deliberate efforts and a keen mind. Effective listeners appreciate
flow of new ideas and information. Organizations that follow the principles of effective listening
are always informed timely, updated with the changes and implementations, and are always out
of crisis situation. Effective listening promotes organizational relationships, encourages product
delivery and innovation, as well as helps organization to deal with the diversity in employees and
customers it serves.

35
To improve your communication skills, you must learn to listen effectively. Effective listening
gives you an advantage and makes you more impressive when you speak. It also boosts your
performance.

2.3.Effective Listening Skills

1.Discover your interests‘ field.

2.Grasp and understand the matter/content.

3.Remain calm. Do not lose your temper. Anger hampers and inhibits communication. Angry
people jam their minds to the words of others.

4.Be open to accept new ideas and information.

5.Jot down and take a note of important points.

6.Work upon listening. Analyze and evaluate the speech in spare time.

7.Rephrase and summarize the speaker‘s ideas.

8.Keep on asking questions. This demonstrates that how well you understand the speaker‘s ideas
and also that you are listening.

9.Avoid distractions.

10―Step into the shoes of others‖, i.e., put yourself in the position of the speaker and observe
things from his view point. This will help creating an atmosphere of mutual understanding and
improve the exchange of ideas in communication process.

2.4.Characteristics of a Good and Effective Listener

Good and effective listener tries to give maximum amount of thought to the speaker‘s ideas
being communicated, leaving a minimum amount of time for mental exercises to go off track. A
good listener:

Is attentive- Good listener must pay attention to the key points. He should be alert. He should
avoid any kind of distraction.

Do not assume- Good listener does not ignore the information he considers is unnecessary. He
should always summarize the speaker‘s ideas so that there is no misunderstanding of thoughts of
speakers. He avoids premature judgements about the speakers message.

Listen for feelings and facts- Good listener deliberately listens for the feelings of the speaker. He
concentrates totally on the facts. He evaluates the facts objectively. His listening is sympathetic,
active and alert. He keenly observes the gestures, facial expression and body language of the

36
speaker. In short, a good listener should be projective (i.e. one who tries to understand the views
of the speaker) and empathic (i.e. one who concentrates not only on the surface meaning of the
message but tries to probe the feelings and emotions of the speaker).

Concentrate on the other speakers kindly and generously- A good listener makes deliberate
efforts to give a chance to other speakers also to express their thoughts and views. He tries to
learn from every speaker. He evaluates the speaker‘s ideas in spare time. He focuses on the
content of the speaker‘s message and not on the speaker‘s personality and looks.

Opportunizes- A good listener tries to take benefit from the opportunities arising. He asks
―What‘s in it for me?‖

To conclude, effective listening enhances the communication quality. It makes all attentive. It
encourages optimistic attitude, healthy relations and more participation. It leads to better
decision- making in an organization. Effective listening is directly related to our ability to do
team work. It must be noted that ―We listen at about an efficiency rate of 25 percent maximum,
and we remember only about 50 percent of what is delivered during a ten minute
speech/lecture/communication.‖

2.5. Effective Presentation Skills

Presentation can be defined as a formal event characterized by teamwork and use of audio-visual
aids. The main purpose of presentation is to give information, to persuade the audience to act and
to create goodwill. A good presentation should have a good subject matter, should match with
the objective, should best fit the audience, and should be well organized.

2.6.Characteristics of a Good/Effective Presentation

The presentation ideas should be well adapted to your audience. Relate your presentation
message/idea to the interests of the audience. A detailed audience analysis must be made before
the presentation, i.e., an analysis of the needs, age, educational background, language, and
culture of the target audience. Their body language instantly gives the speaker the required
feedback.

A good presentation should be concise and should be focused on the topic. It should not move
off-track.

A good presentation should have the potential to convey the required information.

The fear should be transformed into positive energy during the presentation. Be calm and relaxed
while giving a presentation. Before beginning, wait and develop an eye contact with the
audience. Focus on conveying your message well and use a positive body language.

To communicate the desired information, the speaker should use more of visual aids such as
transparencies, diagrams, pictures, charts, etc. Each transparency/slide should contain limited
37
and essential information only. No slide should be kept on for a longer time. Try facing the
audience, rather than the screen. The speaker should not block the view. Turn on the room lights
else the audience might fall asleep and loose interest. Organize all the visuals for making a
logical and sound presentation.

A good presentation must be planned. The speaker must plan how to begin the presentation, what
to speak in the middle of presentation and how to end the presentation without losing audience
interests at any point of time.

Rehearse and practice the presentation. This will help the speaker to be more confident and self-
assured. The more the speaker rehearses the better the presentation turns to be.

The speaker should encourage more questions from the audience. He should be honest enough to
answer those questions. If any biased question is put forth by the audience, rearticulate it before
answering.

Summarize the presentation at the end. Give final comments. Leave a positive impact upon the
audience.

The speaker must have a presentable appearance while giving a presentation. The speaker
should stand with feet far apart maintaining a good balance. He must use confident gestures. He
must use short and simple words.

Try to gain and maintain audience interest by using positive quotes, humour, or remarkable fact.

The speaker must be affirmative and optimistic before giving presentation. He should ensure all
tools and equipments to be used in presentation are working well.

The speaker must state the objectives of the presentation at beginning of the presentation.

2.7. Effective Writing for Results

While writing to a friend, colleague, client, or a business partner, the content must be clear,
concise, persuasive, accurate, and confident. Read on to know some tips for making the letter /
/ presentation worthwhile.

Avoid being verbose: Choose shorter words and sentences. For e.g. ―I wanted to bring to your
notice that the meeting has been cancelled‖. [10 words] This sentence could be rephrased as
―Please note the meeting has been cancelled‖. [7 words]

Use objective subject lines: The subject of the / letter / e-mail should be objective and should
reflect the content of the message. For e.g. ―Tips on Effective Writing for Business‖ conveys to
the reader that the message content will be related to information on effective writing.

38
Decide your audience: It is advisable to write to one set of audience as writing to different
professionals would require choosing correct verbiage which is understood by different
professionals in the same way. Also, do not use words which are very technical and can be
understood only by a specific audience.

Request for action: Never leave the reader guessing ―what next ?‖ He or she should know what is
expected out of him / her. Close your mail / letter with the action you are expecting the reader to
take.

Share companywide messages with a strategy: Do not overload employees with a lot of text
heavy mails. Divide the message. For e.g. If a company has set up a videoconference room, the
Corporate communication Team should sent out the first message announcing the launch, the
second message on how to use the equipment, and the third message on how to block the
conference room for client meetings and calls.

Logically format a document: Ensure that the content in the message is linked to the subject and
to the content below and above it. There should be a logical connection in various paragraphs
included in the document.

Be Persuasive: Address one reader rather than many as it increases the focus and also creates
accountability of the reader.

Engage the audience: Talk to the audience. For e.g. Rather than saying, ―There will be two ways
for calculating the cost.‖ The sender of the message could say, ―Financial Analysts can choose
one of two procedures to calculate the cost.‖

Check before you send: Always proofread the mail / memo / document that is to be sent.
Remember the first draft is not always the final draft. Do not only check for content, but also,
check for formatting, subject lines, audience, and attachments.

Execute with confidence: Do not be fearful while sending the communication. If a reminder
needs to be sent, it should be sent. Do not try to send it to a group, rather send it to those who
haven‘t sent the reports so far. For e.g. In case you are following up on a report you asked for,
address the audience as ―Thank You X, Y, Z for sending the reports. We are still awaiting reports
from A, B, and C. Request you to send them latest by 4:00 PM today

2.8.Writing Effectively to get a Job/Potential Client

In today‘s competitive world, a good writing must engage a reader. Whether it is a proposal or a
resume, the reader must feel involved in the write-up.

Read on to get tips on how to write better while applying for a job :

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Start with something interesting: In today‘s market scenario where several resumes are lying at
the desk, why does a particular resume gets picked than the others in the lot? Thinking... It is
because the resume has a cover letter / introductory note that makes it saleable. A summary of a
candidate‘s profile is always better than a simply stated one line objective which merely talks
about a candidate‘s aspiration and does not tell about his / her profile summary.

Add a personal touch: While writing to potential clients for business, ensure that the content is
customized as per the client‘s profile and requirement. This helps creating a special bond with
the reader.

Give examples and not just adjectives: A candidate must mention a relevant example to
demonstrate or justify the adjectives included in the resume. For instance, if he / she talks about
his strength in area of team management, he / she should mention an example on how well a
team was handled. Avoid giving micro level details, however, mention about achievements /
recognitions.

Leverage numbers: A candidate must back-up achievements / adjectives stated with numbers.
Same goes for the corporate looking for business. Numbers form a strong base for generating
commitment. A percentage movement showing improvement in performance or scores always
catches attention of the readers.

Avoid jargons: If a candidate is applying in a completely different industry than the one he has
worked before in, he should avoid / not use jargons which are not relevant to the new industry.
Jargons tend to confuse people and there is a possibility of the message being lost. In case a
jargon is to be used, the expanded form should also be mentioned. For instance a jargon EMS
should be written in a statement as "Employee Measurement System [EMS]".

Do not misrepresent data: Write with integrity. Whether it is numbers or years of experience or
sales volume - all facts stated should be true.

Communication Skills: Ensure that the document is error free - no spelling or grammatical
mistake. Always proof read the document / proposal or get it read by a friend / colleague.

Follow-up: Most of the times a candidate submits a resume or a proposal to a prospective client
and does not follow-up. Remember, there are several other resumes and proposals which are
lying at the desk. A candidate needs to ensure that a prompt follow-up [ read "not too much"]
should be done.

(http./what-is-business-communication/)

2.9.Why Is It Important to Communicate Well In Business?

Communication is a major responsibility is many areas, including government and nonprofit

organizations. In congressional and senatorial offices at state and national level, communication

40
skills are a major plus as there works a number of people handling correspondence, preparing
speeches, helping write Legislation, communicating with business. As we know Government is
country‘s biggest business, so needs a large number of effective inter departmental
communicators.

Even as an accounting professional, if you don‘t know how to communicate your crafted reports
to the targeted people then those reports would be a failure.

Ability to communicate effectively is a prime requisite for promotion. Some people rate
communication as one of the most important aspects of business leadership. Those who cannot
communicate effectively either orally or in writing remains ―buried‖ in lower, dead-end jobs.
Top management‘s 60 to 90 percent of working days consists of communication – speaking,
writing and listening.

It is confirmed from many surveys and articles over the past decades that for promotion and
success in any business, effective communication is essential. Surveys conducted on top level
executives have proved from their responses that Business Communication, Business letter and
Report writing, and written & Oral expressions are the subjects most valued in their career
growth.

2.10.Benefits of Effective Communication in One’s Career

Communicating effectively is a valuable asset for many activities in one‘s personal life. Talking
about your careers, the way of written and oral communication is the base of your job type,
promotion and professional reputation.

In careers requiring mental rather than labor, the only key to progress is through effective
communication of knowledge, ideas and proposals, to others who need or should receive them.

If we read job opening advertisements in different newspapers, strong communication skills

would be a must in most jobs‘ description.

(/www.nextiva.com/blog/what-is-business-communication.html)

2.11.Problems That Effective Business Communication Can Solve

Clear and effective business communication is critical for teams, employees, managers, and
executives to perform their jobs and fulfill their responsibilities.Without the right processes and
tools in place, the flow of information is interrupted and people are left in the dark. This can lead
to serious consequences for the company, from unsatisfied employees and customers to lost
profits.

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Transparent flow of information is an obvious overarching goal of a business communication
process. But what are some deeper problems that successful business communication solves?

1) Email overload and lack of everyday productivity and clarity

In many workplaces, people are simply overwhelmed with the number of messages they receive
in a single day. In his book Message Not Received, Phil Simon said the average person receives
120 to 150 emails per day. We easily misplace or completely overlook a crucial piece of
information. With a business communication system in place, companies can reduce digital
distraction and create space for ideas and thinking.

2) Horizontal and vertical communication silos

Often times, teams and departments don‘t exchange essential information. Other times, there‘s
no easy way of reaching out to a department manager when there‘s an issue inside a team. These
silos form easily and often without anyone noticing, but can easily be remedied with a
communication plan in place.

3) Poor communication with remote employees

Remote work is here to stay since the vast majority of employees would like to work remotely
for at least some of the time. When it comes to working remotely, the value of the right
communication systems is essential.

4) Employee turnover/Low employee engagement

Losing the ideal people from your organization puts your ability to serve customers at risk. It‘s
also expensive. Losing an employee can cost as much as twice their annual salary, but when
companies do communicate effectively, they are 50% more likely to report turnover levels below
the industry average.

5) Poor customer service

If there‘s poor communication in an organization, two things happen when it comes to customer
service. First, employees in customer-facing roles won‘t have the information they need. Second,
customers will sense the low employee morale and have a negative experience. In fact, one study
found that employee attitude improvement impacts customer satisfaction, which then results in
an increase in revenue.

A study by Salesforce found that 86% of executives, employees, and educators consider
inefficient communication to be the reason behind workplace failures. We can no longer ignore
the importance of teamwork and chemistry and their impact on employee productivity,
engagement, and advocacy.

Poor communication carries too many risks to an organization to count.

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Great communication, however, brings an opportunity for outstanding employee and customer
engagement. It creates clarity, more significant outputs, and growth in revenue and profit.

Reading comprehension:

1. What are the characteristics of effective communication?

2. Why is effective listening essential for good communication?

3. Give some examples of effective listening skills.

4. Name some characteristics of a good and effective listener.

5. Name some characteristics of a good/effective presentation.

6. Give some tips for effective writing in business communication

7. Give some tips on how to write better while applying for a job

8. Why is it important to communicate well in business?

9. What problems does successful business communication solve?

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 Chapter III: Business Writing in Action

3. 1. CV or Resume Writing

A resume is a professional document often used for job search, interview or for applying for a
specific position to a company. Ideally, a resume has sections like an objective statement,
summary of skills or experience, core competencies, employment details, educational
background/training/certification and personal data. In today‘s competitive market, resume has
become a tool to get a job or at least to showcase your skills to a potential recruiter. A perfect
resume is usually one or two pages document depending upon the length and breadth of
experience.

A typical résumé contains a "summary" of relevant job experience and education. The résumé is
usually one of the first items, along with a cover letter and sometimes an application for
employment, which a potential employer sees regarding the job seeker and is typically used to
screen applicants, often followed by an interview.

History

The word résumé comes from the French word résumé meaning "summary". Leonardo da Vinci
is credited with the first résumé, though his "résumé" takes the form of a letter written about
1481–1482 to a potential employer, Ludovico Sforza.[5][6] For the next 450 years, the résumé
continued to be a mere description of a person and included their abilities and past employment.
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In the early 1900s, résumés listed things like weight, height, marital status and religion. It was
not until 1950 that the résumé evolved into something more than words written on scraps of
paper. By then, résumés were considered very much mandatory, and started to include
information like personal interests and hobbies. It was not until the 1970s, the beginning of the
Digital Age, that résumés took on a more professional look in terms of presentation and content.

Description

In many contexts, a résumé is typically limited to one or two pages of size A4 or letter-size,
highlighting only those experiences and qualifications that the author considers most relevant to
the desired position. Many résumés contain keywords or skills that potential employers are
looking for via applicant tracking systems, make heavy use of active verbs, and display content
in a flattering manner. Acronyms and credentials after the applicant's name should be spelled out
fully in the appropriate section of the résumé, greater chance of being found in a computerized
keyword scan.[8] Résumés can vary in style and length, but should always contain accurate
contact information of the job seeker. A recent hiring simulation by ResumeGo concluded that a
two-page resume was more likely to lead to being hired.

A résumé is a marketing tool in which the content should be adapted to suit each individual job
application or applications aimed at a particular industry. The transmission of résumés directly to
employers became increasingly popular as late as 2002.[citation needed] Job seekers were able to
circumvent the job application process and reach employers through direct email contact and
résumé blasting, a term meaning the mass distribution of résumés to increase personal visibility
within the job market. However, the mass distribution of résumés to employers can often have a
negative effect on the applicant's chances of securing employment as the résumés tend not to be
tailored for the specific positions the applicant is applying for. It is usually, therefore, more
sensible to optimize the résumé for each position applied for and its keywords. In order to keep
track of all experiences, keeping a 'master résumé' document is recommended, providing job-
seekers with the ability to customize a tailored résumé while making sure extraneous information
is easily accessible for future use if needed.

The complexity or simplicity of various résumé formats tends to produce results varying from
person to person, for the occupation, and to the industry. Résumés or CVs used by medical
professionals, professors, artists and people in other specialized fields may be comparatively
longer. For example, an artist's résumé, typically excluding any non-art-related employment,
may include extensive lists of solo and group exhibitions.

45
The curriculum vitae (CV) used for employment purposes in the UK (and in other European
countries) is more akin to the résumé—a shorter, summary version of one's education and
experience—than to the longer and more detailed CV that is expected in U.S. academic circles.

Resume is an influential and credible summary of an individual‘s employment qualifications.

There is no standard format for a resume. It gives an idea to the reader that how you can be an
asset to their organization. A resume should be:

 Neat
 Have factual and relevant information
 Self describing
 Clearly indicate why you are best suited for this job
 Up to date

Resumes should be written not for yourself but for the reader. A good resume must be properly
planned, drafted and finally revised. Regard your resume as work in progress and give it a polish
every couple of months. You never know when you will be asked for it. Your resume needs to
recap and capture the spirit of our competency/what‘s best about you.

Resumes are of two types:

Chronological Resume- These resume gives a quick brief up of what the candidate has done in
a timeline-beginning with the latest events and moving back in reverse chronology. It stresses
upon the degrees, job headings and the dates. Such a resume demonstrates steady
development/movement to the current time.

Skills Resume- These resume stresses upon the skills and competencies possessed and used by
the candidate, rather than the job and the date in which those skills have been used. It is generally
prepared when the candidate frequently changes his job or when his education and experience do
not harmonize/match with the position for which the candidate is applying.

 Do‘s and Dont‘s in your Resume:

 Shouldn‘t be too long. It should not exceed two pages generally.
 CV should be true and factual.
 The first page should contain enough personal details for a recruitment consultant or
potential employer to contact you easily.
 Choose a format that highlights key skills, key competencies, key achievements or key
attributes.
 Your employment background should begin with your current job and work backwards.
 List all relevant qualifications.
 Do not include negative or irrelevant information.
 Include details of training or skills development events attended.
 Include personal details.

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  Use a very good quality paper.
 Do not use a type size less than 11pt.
 Typefaces such as Times New Roman or Arial should be used.
 CV should be carefully typed. No spelling errors should be there.
 Use bulleted paragraphs. This will save space and make the CV more effective.
 Emphasize achievements that are recent, and are most relevant for the position for which
the candidate is applying.
 Items in resume must be concise and parallel.
 While submitting a resume, it must be accompanied with a cover letter to make the
readers aware of what is being send, and how can it be beneficial to the readers.
 Include references if possible in a resume. If giving references, use three to five. Include
atleast one lecturer, and at least one employer.
 To stress upon the key points in a resume, put them in appropriate headings, list them
vertically, and provide details.

3.2. Format of a Resume

Introduction

Research has shown that recruiters on an average have about thirty to forty seconds for each
resume they screen before they decide whether to take it to the next round or discard it.
Therefore, it becomes imperative that you prepare a resume that is as compelling and as
attractive to recruiters as your work would be if you were recruited. Many management
graduates have worked for months on their resumes before placements, as the resume becomes
the ―passport‖ that either would let you into the next round or are discarded. Therefore, this
article focuses on how you can prepare a classy and compelling resume with suggestions on how
to format each section of the resume according to some established practices that have been
arrived at after due research and due diligence.

Skill Set

This is the first section of your resume and must explain your core skills and accomplishments
that are relevant to the job that you are applying for. You can tailor this section according to the
job that you are applying for, as the skill, set requirements are different for each recruiter. For
instance, if you are applying for a managerial position you must highlight the people
management and project management skills that you might have whereas if you are applying for
a technical position, you might like to highlight your coding skills or any specialized skills that
you might have technically.

Highlights

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This section is similar to the previous section and must be the place where you let the recruiter
know how relevant you are to the job position. In other words, the previous section, this section,
and the next section are the places where you would like the recruiter know the salient points of
your candidature and the ―fit‖ between them and the job that you are applying for. This section
should ideally tell the recruiter what kind of a superlative person you are in terms of what you
have achieved in life so far. Therefore, you must mention all the points that make you the best
person for the job and this is the section where you would like to leave the competition behind
and outpace them. Further, this section is also the place where you talk about your personal
attributes such as your go-getter nature and your attitude as well as talk about the value that you
can add to the organization, in other words, you must add value to your resume as well as
mention that you can add value to the organization by mentioning the relevant details in this
section.

Areas of Specialization

This section is sometimes optional as most jobs are generalist in nature and hence, the previous
two sections should have covered all the details that are needed by the recruiters. However, we
recommend that you keep this section so that you can delineate the areas that you excel at and
the areas where you can shine with respect to the competition. Of course, it is your call as to
whether you would like to merge this section with the previous one or keep it separate. No matter
what you decide, it is important to note that your resume must be as truthful and honest as
possible and the best resumes are those that can polish the details without resorting to
misrepresentation. As we note subsequently, the temptation to misrepresent facts is very alluring
and so, one must be careful and cautious when preparing the resume.

Professional Experience

This section is the ―meat‖ of your resume and perhaps the section that can make or mar your
chances at getting into the next round. This section should list all companies that you worked for
any the years in which you worked as well as any other details like the position in which you
worked and how many people were reporting to you and whether you had additional
responsibilities. In case you are a fresher, you must mention that fact and concentrate on the
academic details which we would be covering in the next section. Before that, we must caution
you that for many candidates it is tempting to resort to unacceptable practices like faking the
professional experience details. This practice has become so rampant that companies the world
over have taken the help of agencies who perform background checks as well as the companies
subscribe to a database that contains the professional details of the workforce. Though you might
still think that you can get past these gatekeepers, we wholeheartedly recommend that you desist
from any sort of misrepresentation of your professional experience, as it does not pay in the end.

Academic Details

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This section is where you mention where you studied, the grades you got, and the years in which
you studied. In other words, while the previous section indicates your professional experience
and where you worked since graduation, this section indicates what you did prior to graduation
and where and the kind of accomplishments that you accumulated during your education. You
need to remember that this section is where many candidates are usually given the green light for
the next round or discarded as many recruiters often look for consistent academic and
professional record and not ―flashes in the pan‖. In other words, it is better to highlight the fact
that you have been consistent throughout your education and that you have had a stellar record
throughout. In case you feel that your educational achievements are lacking, then you must
mention other relevant information such as whether you participated in extracurricular activities
and any other accomplishments.

Personal Information

This section is where you mention your personal details like gender, date of birth, marital status,
nationality, and any other information about yourself. Remember that recruiters are usually
neutral about these details but yet they need to know these details in order to process your
candidature. Of course, there are many who believe that these details are irrelevant as the
recruitment process is supposed to be equal opportunity based in the sense that these personal
details are usually not taken as the basis for evaluation. However, in the real world as it so
happens with so many other things, recruiters tend to get swayed by these details and hence, it is
better to mention them though in a judicious manner.

Contact Information

Perhaps this is the most important part of your resume as far as the non-content matter is
concerned. What we mean is that a resume without contact information is useless since the
recruiter has no means of contacting you for follow-up and contact. Therefore, you must provide
the latest, most relevant, and up to date contact information on your resume which would
indicate to the recruiter the means of taking the process forward.

Professional References

Last but not the least, professional references are very important in any resume or job
application. There is a school of thought that recommends professional references to be given on
demand or when the recruiter asks for it. However, there are others who believe that professional
references ought to be mentioned in the resume before the recruiter asks for it as this indicates
credibility and seriousness on the part of the job applicant. It is better to play it safe by
mentioning 1-2 people as those who can vouch for your expertise and attitude as well as
commitment. This is an indicator that you are not shying away from telling the recruiter that you
do not have anything to hide and that the recruiter can refer to the professional references as the
need arises.

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Conclusion

The bottom line for any resume is the ―narrative‖ which you as the candidate tell the story of
your life to the recruiter and hence, it is important to note that your story must be as compelling
and spellbinding as the stories by popular authors are. While we certainly do not recommend that
you must resort to fiction in your resumes, the point remains that you must try and prepare a
resume that has consistency and a theme of excellence running through it. Finally, the format
suggested can be varied according to the requirements though the principles behind each section
remain as relevant and pertinent to whatever format you might choose.

Seeing a resume a recruiter decides whether he would like to call up the person for face to face
interview or not. Now, when it all comes to a piece of paper, you need to ensure that your resume
is a perfect answer to what the recruiter is looking for. A resume is a marketing tool which
advertises about your unique skills, qualification and work experience in a professional manner.
It captures the essence of your career objectives, what are your strengths and potential abilities,
your interests and equally provides insights to the recruiters on the possible avenues where your
skills and abilities may be channelized on being appointed after an interview.

What Should a Resume Contain ?

As the resume is a kind of advertisement of your skills, it should talk about you as a professional.
By going through a resume, a recruiter should clearly understand one fact, and that is, ―what will
be company‘s advantage if they hire you?‖ If your resume answers this question perfectly, half
of the battle is won. Remember the core purpose of the resume is to grab a job and even before a
job, to secure an interview which should later convert into a decent job. One thing you need to
keep in mind is that your resume should have relevant keywords. For example, if you are
managing sales, marketing, customer relationship, make sure your resume has these keywords.
And not just keywords, you have to also ensure that those keywords are getting substantiated
with facts. Make every effort to keep your resume unique because a recruiter will be looking for
something distinctive in a heap of many resumes. Achievements are something which sets your
resume apart from others. Make sure you enlist your accomplishments and give it
importance/weightage.

Why do You Need a Resume ?

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Now the question arises why do you need a resume? There are various good reasons why you
need a professionally written resume:

A great resume catches the eye of a recruiter faster. Employers do get many resumes of various
candidates for a particular position. Apparently, they will get bored out if every second resume is
speaking the same language. It is a tool for showcasing your unique qualities and demonstrated
abilities at work which may provide you an edge over your competitors.

To showcase your skills and achievements, it is important that you have a perfectly written
resume. Whatever you have done beyond your day to day mundane routine work, mention them
in your resume. It could be an initiative, some process streamlining, any cost control measures
taken, any award won, any appreciation received from esteemed clients or management or even
winning a deal. Do mention them because these are the details that will make your resume stand
apart from others. Roles can be similar for related profiles, but it is how accomplishments are
being put forth or articulated through your resume which will make all the difference.

Instil Confidence: When you have your resume well prepared, you will feel more confident if
any interview or job call comes to you. You do not have to spend much time in creating your
resume rather you can utilize this time to prepare yourself for the interview process. If your
resume is well prepared, it saves a lot of time.

Makes you think: Many a time it happens that we possess some skills but when asked by
someone we are not able to speak or show it. This shows unpreparedness and a lack of
enthusiasm for your career/future. When you sit to prepare your resume, you will be required to
think and evaluate your skills and then put it on your resume. You never know when the
opportunities knock at your door, and you might need a good resume at once. So, it is better that
you remain prepared for any circumstances that might come up.

Lasting First Impression: In the present competitive business scenario, effective communication
(both verbal and non-verbal communication) plays a vital role in determining the success of
individuals as well as organizations. For attracting interview calls and right opportunities to your
doorstep, a resume can play a key role in creating long lasting first impressions, in influencing
the recruiter's mind for deciding in favour of your candidature and extending an invitation for at
least a round of an interview. A well-written resume can leave a lasting impact on recruiter‘s
mind. A well-written resume should be an answer to recruiter‘s question that why they should
hire you? So, if you want to make the very first impression work for you, you surely have to put
in some extra effort to build your resume and keep it up to date.

To Sell your skills: A great resume is a document which showcases your skills without boasting
it. Resumes should neither be overboard and boastful nor too much subdued. Talk about your
skills in a manner which supports your roles and experience gained so far. If a recruiter finds a
mismatch in your skills and experience, chances are there that they would not take the resume

51
seriously. So, if you are showing any skills in your resume, talk about some related experience or
event when you have had the chance to showcase those skills.

Now that we know what a resume is and why do you need one, let‘s get started.

3.3. Different Types of Resumes

Preparing a prefect resume, for most of us, can be a difficult task. There are numerous types of
resume depending upon the circumstances and the prospective market. There are various
opinions on the type of resume and which one will suit your requirements. Everyone has a
different work history, different skills set, and educational background.

There is no ―one size fits all‖ concept when it comes to writing and sharing your resume. Amidst
all these options, it is very difficult to choose the type and its formats carefully. But if you are
able to choose the correct format as per your positions, half of the work is done. So, to help you,
we shall let you know some of the formats which can be used to write your resume.

Since we are all aware what a resume is and why do you need one, it is imperative to understand
how many sorts of resumes can be developed ? Depending upon several views, there can be 3-4
specific categories in which a resume can be developed. Let‘s see how many types of resumes
are there:

Chronological: This is a very popular format used by many candidates. As you can understand
by the name, a chronological resume focuses on the sequential history of your work. This is
mostly presented in reverse chronological sequence as it starts with the recent first. This means
that the resume will start with your current work and will go backward. This type of resume
allows you to show your work history well.

It works well if you have not changed jobs very frequently and could stick to 2-3 organizations
maximum. This format shows your growth, your career path, and upward progression well. Since
this is a conventional kind of resume, it is preferred mostly by the candidate and the recruiters.
This gives a clear picture of your work history. It becomes easy for hiring a manager to
understand if the resume is developed in a chronological format.

In chronological format resume, the flow of information would start from your name and contact
information, resume summary, which can also be called as profile synopsis or summary. Then
comes your employment details with complete tenure, name of the organization and your
designations in each organization. Each organization is divided into two sections - role and
achievements. Then comes core skill section wherein 6 to 9 skills are enlisted which are most
relevant. Post this comes your education/trainings/certifications if you have done. Then the last
section is personal details in which you can state your date of birth, address and the languages
that you know.

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Functional Resume: A functional resume is mostly used when you do not want to emphasize on
your work history date wise, rather you highlight your skills and areas of expertise. In a
functional resume, your skills and competencies are given more priority. People who have
switched jobs very frequently or have changed career should ideally go with this format as this
does not emphasize on many organizations that you worked for. Instead this, you should
highlight your key skills which you have gained while working with these organizations.

This format is ideal if you have career gaps. Functional format is a skill based resume.
Functional formats also start with your name, contact details but unlike the chronological
resume, after your profile summary, there will be skills section which will have all the relevant
skills which is required for the job you are applying for. This format de-emphasizes on your jobs
switch rather the focus of recruiter will be mostly to your skills section. This particular section
shows that the transferable skill which you are having will be beneficial to your potential
organization.

This format works best for those who have changed careers, or who have a gap in their career
and wants to enter the professional world with a new and fresh zeal. People who are working as
freelancers in several companies at the same time can also use functional resume format. The
only disadvantage of this format is that for some recruiter, it is little confusing as sometimes it
becomes difficult to connect between skills and the organizations where they have been acquired.

Combination Resume: This is also referred as Mixed Resumes. As the name suggests it is a
good amalgamation of both the kinds explained above – Chronological and Functional formats.
This format talks about your skills and experience first, and your employment history comes
next. The combination resume these days are becoming desired and acceptable as it appropriately
takes care of both the front – your work history as well as your skills. The combination format
resume helps in focusing on your skills and accomplishments while providing a timeline of your
work history till date.

This format comes in handy when you have done the same kind of work in more than 2
organizations and yet you do not want the monotonous repetition of job-description. This format
works well if you are going through the same kind of scenario. But make sure in combination
format, the summary of your profile should be strong enough which is clearly depicting your
skills and achievements in brief.

Your resume should lead with a strong career summary. While writing experience section, you
should more focus on your achievements part rather than job responsibilities and day to day
duties. Avoid any redundant and unnecessary details which are not relevant to your targeted
profile. This format is also good for those who had a career break due to any reason, and now
they are planning to re-enter the job market. This will allow them to stress more upon their skill
set that they can offer instead of talking about their career gaps or transitory work history.

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Targeted Resume: It is a customized version of a resume which provides details regarding your
experience and core skills in accordance with the requirements of the job for which you are
applying for. A targeted resume essentially focuses on outlining the qualifications and proven
abilities across the career to mirror the job opening, but care must be taken in ensuring that the
information which is shared needs to be accurate as far as possible and not embellished. One of
the major limitations of this type of resume is it is very time-consuming due to the customization
element involved in it.

Mini Resume: Mini resume offers a snapshot or a brief summary of the key highlights of your
career, core skills and qualifications/certifications which you have acquired. It may work well
under those circumstances when a prospective employer asks for just an overview of your career
accomplishments instead of a detailed description which is usually presented in a regular resume.

Online résumés:

As the search for employment has become more electronic, it is common for employers to only
accept résumés electronically, either out of practicality or preference. This has changed much
about the manner in which résumés are written, read, and processed. Some career experts are
pointing out that today a paper-based résumé is an exception rather than the rule.[11]

Many employers now find candidates' résumés through search engines, which makes it more
important for candidates to use appropriate keywords when writing a résumé. Larger employers
use Applicant Tracking Systems to search, filter, and manage high volumes of résumés. Job ads
may direct applicants to email a résumé to a company or visit its website and submit a résumé in
an electronic format.

Many employers, and recruitment agencies working on their behalf, insist on receiving résumés
in a particular file format. Some require Microsoft Word documents, while others will only
accept résumés formatted in HTML, PDF, or plain ASCII text.

Another consideration for electronic résumé documents is that they are parsed with natural
language processors. Résumé parsers may correctly interpret some parts of the content of the
résumé but not other parts. The best résumé parsers capture a high percentage of information
regarding location, names, titles, but are less accurate with skills, industries and other less
structured or rapidly changing data. Résumés written in a standard format are more likely to be
correctly interpreted by résumé parsers, and thereby may make the candidate more findable.

One advantage for employers to online résumés is the significant cost saving compared to
traditional hiring methods.[12] Another is that potential employers no longer have to sort through
massive stacks of paper.

Non-Traditional Resume: This kind of a resume makes extensive use of graphics, photos,
visuals, images and various impressive templates. In the contemporary scenario, visual resumes

54
are in trend and increasingly being demanded by the recruiters. Especially for IT and various
other technical positions.

There could be many other formats as well used by candidates based on their need and
circumstances. But most commonly these 3 sorts of formats are the ones which are being used
predominantly by job seekers. So, which one is good for you?

PRACTICE :Write your resume in a format of your own choice

When applying for certain positions in the US, as well as jobs internationally, you may be
required to submit a curriculum vitae rather than a resume. A curriculum vitae, or CV, includes
more information than your typical resume, including details of your education and academic
achievements, research, publications, awards, affiliations, and more.

Here you can review curriculum vitae samples, learn about the difference between a CV and a
resume, and glean tips and advice on how to write a CV.

3.4.What to Include in a Curriculum Vitae

A curriculum vitae, commonly referred to as a ―CV,‖ is a longer (two or more pages), more
detailed synopsis than a resume. Your CV should be clear, concise, complete, and up-to-date
with current employment and educational information.

The following are examples of information that can be included in your curriculum vitae. The
elements that you include will depend on what you are applying for, so be sure to incorporate the
most relevant information to support your candidacy in your CV.

Personal details and contact information. Most CVs start with contact information and personal
data but take care to avoid superfluous details, such as religious affiliation, children's names, and
so on.

Education and qualifications. Be sure to include the names of institutions and dates attended in
reverse order: Ph.D., Masters, Undergraduate.

Work experience/employment history. The most widely accepted style of employment record is
the chronological curriculum vitae. Your career history is presented in reverse date order starting
with the most recent appointment. More emphasis/information should be placed on your most
recent jobs.

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Skills. Include computer skills, foreign language skills, and any other recent training that is
relevant to the role applied for.

Training / Graduate Fieldwork / Study Abroad

Dissertations / Theses

Research experience

Teaching experience

Publications

Presentations, lectures, and exhibitions

Grants, scholarships, fellowships, and assistantships

Awards and honors

Technical, computer, and language skills

Professional licenses, certifications, and memberships

3.5. What Not to Include

There is no need to include your photo, your salary history, the reason you left your previous
position, or references in a CV submitted for jobs in the United States. References should be
listed separately and given to employers upon request.

The requirements for international CVs differ, and depend upon the country to which you are
applying.

In other countries, private information like your date of birth, nationality, marital status, how
many children you have, and a photograph may be required.

How Long Should a CV Be?

A good, entry-level curriculum vitae should ideally cover two to three pages (CVs for mid-level
professionals, especially in academia and medical research roles, may run longer). Aim to ensure
the content is clear, structured, concise, and relevant. Using bullet points rather than full
sentences can help minimize word usage.

3.6. Resume Sample

JOHN DAVIS [email protected] Park Ave S, 10003 NEW YORK, NY, USA

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Profile

Detail oriented professional with experience in SERVER MANUFACTURING, TRAINING

DEVELOPMENT, COMPUTER HARDWARE TROUBLESHOOTING and MANAGEMENT.
Seeking to take the next career step with respected organization dedicated to world class quality.
Born leader with the ability to lead teams to process and manage large volumes without
compromising service or quality.

Work experience

Manufacturing Supervisor

Material In Motion, Fairburn, Ga

Increased daily output by no less the 10%.

Manage manufacturing process to ensure product is delivered on time and under budget while
maintaining quality standards.

Plan and execute the production schedule including human and material resources.

Utilize Lean Manufacturing strategies to improve manufacturing processes and reduce costs.

Design training programs for new employees and ongoing projects to improve effectiveness of
existing staff.

Collaborate with receiving and production personnel to review inventory levels and determine
shifts in production areas that would limit materials and supplies held on hand.

Store Manager

Dunkin' Donuts/MCnulty Management, Fayetteville, GA

Boost store profits margin by 12%.

Supervised, motivated, evaluated, and coached employees and facilitated effective training
programs.

Responded to and effectively resolved customer complaints in a timely manner to ensure

satisfaction.

Processed employee payroll, and managed a revenue.

Maintained inventory control of all products and enforced all proper food sanitation procedures

Concourse manager

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Starbucks /HMS Host Atlanta airport, Atlanta, Ga

Recognized by Starbucks Regional Director and my Starbucks District Manager.

Improved customer satisfaction from 70% to 88%

Implemented inventory management system that decreased shrinkage by 5%

Education

Kalaheo High School, Kailua Ga

Skills

Management

Problem Solving

Training

Process Development

Computer Hardware

Computer Software

Strengths

Delegating tasks

Management

Computer Skills

3.7.Curriculum Vitae Sample

The following is a curriculum vitae example for an entry-level candidate for a faculty position in
the US. This CV includes employment history, education, competencies, awards, skills, and
personal interests.

Gloria Gonzalez

3204 Windover Way

Houston, TX 77204

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[email protected]

000.123.4567 (Cell)

RESEARCH INTERESTS

Hispanic Literature, Latin American Literature, Peninsular Literature

EDUCATION

Ph.D. in Spanish (US Hispanic Literature), 2016 – University of Houston.

Dissertation: Quixote Reborn: The Wanderer in US Hispanic Literature. Sancho Rodriguez,

Chair

M.A. in Spanish, June 2013 – University of Houston

B.A. in Spanish, June 2011 – University of Houston

APPOINTMENTS

Lecturer: University of Houston, Department of Hispanic Studies, September 2016 to Present.

PUBLICATIONS

Books

Gonzalez, Gloria. Quixote Reborn: The Wanderer in US Hispanic Literature. New Haven: Yale
University Press (forthcoming)

Peer-reviewed Journals

Gonzalez, Gloria. ―Mexican Immigrant Stories from the Central Valley,‖ Lady Liberty Journal,
6(1): 24-41.

Gonzalez, Gloria. ―Comparing the Hispanic and European Immigrant Experience through
Story,‖ Hispanic Literature Today 12(3): 25-35.

Gonzalez, Gloria. ―Yearning to Be Free: 3 Hispanic Women‘s Diaries,‖ Hispanic Literature

Today: 11(2): 18-31.

CONFERENCE PRESENTATIONS

2018. Gonzalez, Gloria. ―Storytelling Methods in the Central Valley.‖ Hispanic Storytelling
Association Annual Conference, San Francisco, CA

2017. Gonzalez, Gloria. ―When Cultures Merge: Themes of Exclusion in Mexican-American

Literature.‖ US Hispanic Literature Annual Conference, Tucson, AZ.

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TEACHING EXPERIENCE

Lecturer, University of Houston

Mexican-American Literature, Spanish 3331

Women in Hispanic Literature, Spanish 3350

Spanish-American Short Story, Spanish 4339

Graduate Teaching Assistant, Northwestern University

Elementary Spanish 1501, 1502, 1505

Intermediate Spanish 2301, 2302, 2610

HONORS / AWARDS

Mexico Study Abroad Summer Grant, 2016

UH Teaching Awards, 2015, 2016, 2018

Dissertation Fellowship, 2015

LANGUAGES

English (native)

Spanish (bilingual oral and written fluency)

Classical Latin (written)

MEMBERSHIPS / AFFILIATIONS

National Association of Latino Arts and Cultures

Asociación Internacional de Literatura y Cultura Femenina Hispánica

Modern Languages Association

Tips for CV Writing

 Don't just write one CV and use it for every position you apply for.
 Have targeted and focused versions of your curriculum vitae and use them accordingly.
 Keep It Short :If possible, try to keep your CV short and concise. Include summaries of
your employment and education, rather than lots of details. Use formal (no slang or
abbreviations) language, writing simply and clearly.
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  Tell the Truth :It can be tempting to over-polish a CV and make our educational
qualifications or work history sound a little better than they are. If you're tempted to
stretch the truth about your work history - don't. It will come back to haunt you.

Most employers conduct reference and background checks, and if your curriculum vitae doesn't
match your actual work history or education, you will most likely get caught at some point –
either you will be cut as a candidate or you will get fired if you have already been hired.

 Check the Format

Make sure you choose a curriculum vitae format that is appropriate for the position you
are applying for. If you are applying for a fellowship, for example, you won't need to
include the personal information that may be included in an international CV.
 Proof Your Curriculum Vitae

Double-check your curriculum vitae for typos and grammatical errors. Then, ask someone else to
review it for you - it's often hard to catch our mistakes.

When to Use a Curriculum Vitae Instead of a Resume

In the United States, a curriculum vitae is used when applying for academic, education,
scientific, or research positions. A curriculum vitae can also be used to apply for fellowships or
grants. In Europe, the Middle East, Africa, or Asia, employers may expect to receive a
curriculum vitae rather than a resume.( https://www.thebalancecareers.com/cv-samples-and-
writing-tips)

PRACTICE: Write your own Curriculum Vitae

3.8. Writing a Cover Letter

1. Cover Letter Basics: What is a Cover Letter?

When applying for a job, a cover letter should be sent or posted with your resume or curriculum
vitae In short, a cover letter (sometimes called a covering letter) is a one-page document written
to express why you‘re the best candidate for a particular job. It is always paired with a resume,
and should:

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  Highlight your relevant experience
 Showcase your familiarity with the company and their goals
 Convey a bit of personality

A strong cover letter is also an essential part of a job application. A well-written cover letter can
get you interviews even if your resume is lacking. A bad one, however, can make you look
unprofessional and hurt your job prospects.

If you‘re applying to a company that isn‘t advertising any job openings, send them a letter of
interest instead of a cover letter to ask about potential employment opportunities.

What is the purpose of a cover letter?

Although a cover letter is brief, a good one packs a punch. If you write yours well, it can:

 Successfully introduce you to the hiring manager

 Make a strong case why you‘d be a good fit for the job
 Prove your desire to work at the company
 Fill in any missing data that couldn‘t be included on your resume
 Give the hiring manager a call to action

Check off these five boxes, and your covering letter will be a compelling, powerful companion
to your resume.

2. What to Include in a Cover Letter

If you‘re curious how to create a cover letter, this handy chart breaks things down nicely:

A: Contact Information: Basic cover letter for a job info includes your details + those of the
target company.

B:Salutation: Address your cover letter like a professional. Do not write ―To whom it may
concern.‖

C: The ―Intro‖ Paragraph: Your cover letter introduction should grab the reader‘s attention (in a
good way).

D: The ―Body‖ Paragraphs: A good cover letter has body paragraphs that showcase your abilities
& how you fit into the company‘s future.

E: Call-to-Action: The best cover letter CTA lets the hiring manager know when you‘re available
to interview, and that you will follow up if necessary.

F: The Sign-off: A cover letter closing should consist of ―Sincerely,‖ ―Regards,‖ or ―Best
Regards,‖ + your name.

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3. Writing a Good Cover Letter

Appropriately address your cover letter

First, you must know how to address your cover letter.

Start by including the employer‘s contact information as well as your own. Be careful here – a
small slip-up could send your application to the wrong place. Needless to say, this diminishes
your chances of getting called in for an interview.

Use an appropriate cover letter greeting/salutation

Next, find out to whom you‘re writing.

Put yourself in the hiring manager‘s shoes. Would you rather be addressed as ―To whom it may
concern‖ or by your actual name?

Even worse, writing ―Dear Sir or Madam‖ makes it sound like you‘ve just popped out of a time
machine from Victorian England.

Writing a good cover letter greeting sometimes takes a bit of research. So do it. Look through the
company‘s website, scour LinkedIn, and make a call to ask for the hiring manager‘s name if it‘s
not readily apparent. Even if you end up addressing your cover letter to the wrong manager, it
still looks like you‘ve made an effort.

Start your cover letter with a strong opening

You want your cover letter introduction to stick out for the right reasons, and to reflect your
application in the best possible light. It all starts with your first sentence.

Cover letter opening line

There‘s no need to get fancy here. The first sentence of even the best cover letter should simply
include a personal introduction and explanation of how the job opening was discovered

Your opening line is like a firm handshake — a formality, but an important one nonetheless.
You‘ll have time to elaborate on what you bring to the table later.

The rest of your first paragraph should concisely present your background. Information like your
degree, area of study/expertise, career goals, and relevant experience can be touched upon,
particularly in terms of how they align with the goals of the company.

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Don‘t be afraid to let a little personality shine in this paragraph, either. Just remember that
serious companies might not share your sense of humor, and that a good cover letter should
always keep things appropriate.

Body paragraphs (2 & 3)

Second Paragraph

The second paragraph should directly respond to the job description posted by the company. Use
this space to explain how your previous work experience, skills, and abilities will allow you to
meet their various needs.

To make sure this section resonates with the hiring manager, you can (and should) literally
include words and phrases from the job description.

The second paragraph is the ―what you bring to the table‖ portion of your cover letter, so be sure
to take your time and make it great.

Third Paragraph

In your third paragraph, explain how you personally fit into the company‘s future. Paint a clear
picture of the ways you can help push the company forward and achieve any goals you suspect
they have.

You‘ve already proven that you‘re a capable candidate in the second paragraph. Use the third
one to illustrate ways you‘ll take those capabilities and help the company grow and reach new
heights.

Your professional cover letter closing paragraph

Your cover letter closing paragraph should set things in motion, and push the hiring manager
toward contacting you. This is best achieved by including a ―call to action‖ (CTA).

In your CTA, inform the employer that you‘d love to come in for an interview. Tell them that
you‘ll touch bases within a week if you don‘t hear back. Thank them for taking the time to read
your cover letter, and for the potential interview opportunity.

It‘s important to not come off as too pushy, but you want to have conviction as well. A good
cover letter sign-off will stick in the mind of the reader, so make sure yours has the tone you‘re
trying to convey.

If you‘re worried about your background when writing your cover letter, understand that you
aren‘t the only one. Many job seekers have particular situations that may seemingly hurt their
chances of landing work.

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Thankfully, there are ways to downplay these situations with a good cover letter (although you
might still need to address such issues during an interview). For example, if you want to
transition to another industry, you‘ll need a career change cover letter.

Tying the content (and look) of your resume into your cover letter is a great way to put a cherry
on top of your application.

First, you can cover resume content in the body of your letter (a strategy that may have led to the
misnomer ‗cover resume letter‘).

To do this, elaborate on one of your more impressive work feats, or touch upon a relevant
achievement that you had no space to explore on your resume. Just be sure to keep things
consistent between your resume and cover letter, or it might get confusing for the hiring
manager.

4. Formatting Cover Letters: Layout & Structure

Other than the one-page content, your cover letter format plays the most important role in the
success of your letter. Elements such as margins, font size and style, and alignment all factor into
the hiring manager‘s overall impression of you.

Here are a few quick tips when styling your own:

1‖ – 1.5‖ margins are always a safe bet. If you are having trouble fitting everything on one page,
there is some wiggle room, but be careful not to make the content look crammed together.

Don‘t go below a 12-point font unless absolutely necessary. Anything below 12 can strain the
eyes.

Font style is a matter of preference. Try to choose one that looks professional or that matches
what the employer uses on their website. Keep in mind that different styles will change the size
of the font.

Maintain a uniform alignment. We suggest keeping all paragraphs left-aligned.

How Long is the Ideal Cover Letter?

Many people aren‘t sure how long a cover letter should be, and get caught up in minor details
like word count and paragraph length. While these points are important, remember to prioritize
the content and tone.

With that said, the purpose of your cover letter is to market yourself to a busy hiring manager.
Too much text will most likely hurt your chances, and too little text will make you appear as if
you don‘t care much for the position.

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So an effective cover letter length to go with (if you‘re using a word counter) is 200-300 words.
It should also be three to four paragraphs, and NOT exceed one page. This gives you time to
introduce yourself, hit upon your main selling points, and inform a hiring manager of your
interest in the position

Email Cover Letters

While cover letters that are emailed do not have as conservative a format as traditional ―snail
mail‖ cover letters, there is still a specific structure one should observe when drafting and
sending them. Here‘s how to make sure your email cover letter gets read.

One of the best ways to ―get your foot in the door‖ at a company you would love to work for is
to mention a professional connection to one of their current personnel. Here‘s how to ask
someone to serve as a referral for you and how to drop their name in your cover letter.

When you‘ve worked for an employer for a while and know, through both your own impressions
and strong performance reviews, that they value your work, it may be time to ask for a
promotion or a transfer to a better position.

Be proactive – companies don‘t always have upward career tracks, and may not automatically
award a promotion unless this is requested.

Applying to officially advertised positions isn‘t the only way to land your dream job. Often
opportunities can be discovered through strategic networking; more than one person has been
offered a position because they made their availability and interest known to employers who
were not actively hiring.

The ideal content and format of cover letters depends both upon the type of position they are
soliciting and the applicant‘s amount of relevant experience. Thus, the cover letter of a seasoned
professional will emphasize experience, whereas that of a recent college graduate is best focused
upon training and potential. Similarly, a cover letter for a sales position will use more aggressive
marketing language than one designed for a social work role. The following cover letter samples
are for candidates who are applying for a specific type or level of position.

Review more examples of professional formats, layouts, and templates to use to apply for jobs,
keeping in mind that you should tailor any cover letter template you decide to use as your model
to reflect your own circumstances and personality.

Tailor each letter to the job. It takes a little extra time, but be sure to write a unique cover letter
for each job. Your cover letter should be specific to the position you are applying for, relating
your skills and experiences to those noted in the job posting. Here‘s how to write a cover letter in
5 easy steps.

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Use keywords. One useful way to tailor your letter to the job is to use keywords from the job
posting. Circle any words from the job posting that seem critical to the job, such as specific skills
or qualifications. Try to use some of these words in your letter. This way, at a glance, the
employer can see that you match the requirements of the job.

Explain how you will add value. Think of concrete ways to prove you will add value to the
company. Include examples of specific accomplishments from previous jobs. For example, if
you helped reduce turnover by 10% at your last company, or implemented a filing strategy that
reduced file errors by 15%, include this information. Try to quantify your successes when
possible to clearly demonstrate how you could add value at the company.

Show your personality. Your cover letter doesn't have to be boring. Taking some time to
showcase your personality and how it will be an asset to the employer can help your application
get noticed.

Look at cover letter samples. Check out a few sample cover letters before writing your own.
Samples will give you an idea of what information to include in your cover letter, and how to
format the letter. However, never simply copy and paste a sample cover letter. Change the letter
to fit your specific skills and experiences, and to target the job you are applying for.

Edit, edit, edit. Your cover letter is your first, and best, chance to sell the hiring manager on your
candidacy for employment, so make sure it's perfect. Read through your letter, proofreading it
for any spelling or grammar errors. Ask a friend, family member, or career counselor to read it as
well. You want to make sure the letter is polished before submitting it.

(https://resumegenius.com/how-to-write-a-cover-letter)

Writing a cover letter is a key part of the job application process.

A great cover letter will impress potential employers, set you apart from other applicants, and get
you more interviews. A poorly written cover letter will hurt your chances of landing any work at
all.

Don‘t write a bad one. Learn how to write a cover letter for a job, so you can create a complete
application that resonates with hiring managers everywhere. Follow these simple instructions,
and you‘ll be able to assemble the best cover letter possible.

3.9. Cover Letter Samples

67
Joseph Q. Applicant

123 Main Street

Anytown, CA 12345

555-212-1234

[email protected]

September 1, 2018

Jane Smith

Director, Human Resources

Fit Living

123 Business Rd.

Business City, NY 54321

Dear Ms. Smith:

I‘m writing to apply for the position of Social Media Manager for Fit Living, as advertised on
your website careers page. I have three years of experience as a Social Media Assistant for
Young Living, and I believe I am ready to move up to the manager position.

In your job posting, you mention that you want to hire a Social Media Manager who understands
Internet and social media trends. During my time at Young Living, I was given the responsibility
of increasing follower numbers on Instagram. I explained to my manager that I would be happy
to do so, and that I would also work hard to increase follower participation, because engagement
has become an important metric.

Within six months, I increased our followers by over 50 percent and increased engagement by
400 percent. I‘m very proud of that accomplishment. Currently, I‘m working to build a following
with the best influencers in our niche.

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When I saw the job opening, I knew it was the perfect opportunity to offer you both my social
media marketing skills and people skills. I‘ve included my resume so you can learn more about
my educational background and all of my work experience.Thank you for your time and
consideration.

Please feel free to email me or call my cell phone at 555-555-5555. I hope to hear from you
soon.

Sincerely,

Your Signature (hard copy letter)

Joseph Q. Applicant

Two more samples of cover letters/letters of application are presented below. The first letter
(Sample #1) is by a recent college graduate responding to a local newspaper article about the
company‘s plan to build a new computer center. The writer is not applying for a specific job
opening but describes the position he seeks. The second letter (Sample #2) is from a college
senior who does not specify where she learned of the opening because she is uncertain whether a
position is available.

Sample #1

6123 Farrington Road

Apt. B11

Chapel Hill, NC 27514

January 11, 2005

Taylor, Inc.

694 Rockstar Lane

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Durham, NC 27708

Dear Human Resources Director:

I just read an article in the News and Observer about Taylor‘s new computer center just north of
Durham. I would like to apply for a position as an entry-level programmer at the center.

I understand that Taylor produces both in-house and customer documentation. My technical
writing skills, as described in the enclosed resume, are well suited to your company. I am a
recent graduate of DeVry Institute of Technology in Atlanta with an Associate‘s Degree in
Computer Science. In addition to having taken a broad range of courses, I served as a computer
consultant at the college‘s computer center where I helped train users to work with new systems.

I will be happy to meet with you at your convenience and discuss how my education and
experience match your needs. You can reach me at my home address, at (919) 233-1552, or at
[email protected].

Sincerely,

Raymond Krock

Sample #2

6123 Farrington Road

Apt. G11

Chapel Hill, NC 27514

January 11, 2005

Taylor, Inc.

694 Rockstar Lane

Durham, NC 27708

70
Dear Ms. Jones:

I am seeking a position in your engineering department where I may use my training in computer
sciences to solve Taylor‘s engineering problems. I would like to be a part of the department that
developed the Internet Selection System but am unsure whether you have a current opening.

I expect to receive a Bachelor of Science degree in Engineering from North Carolina State
University in June and by that time will have completed the Computer Systems Engineering
Program. Since September 2000, I have been participating, through the University, in the
Professional Training Program at Computer Systems International in Raleigh. In the program I
was assigned to several staff sections as an apprentice. Most recently, I have been a programmer
trainee in the Engineering Department and have gained a great deal of experience in computer
applications. Details of the academic courses I have taken are included in the enclosed resume.

If there is a position open at Taylor Inc., please let me know whom I should contact for further
information. I look forward to hearing from you soon. I may be reached at my office (919-866-
4000 ext. 232) or via email ([email protected]).

Sincerely,

Rebecca Brock

PRACTICE: Write a cover letter to apply for your ideal job

(https://www.thebalancecareers.com/free-cover-letter-examples-and-writing-tips)

3.10. Writing business emails

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Business emails are a pillar of modern communication. On any given day, the average office
worker receives over 80 emails.That‘s a lot of communication.

While we send a lot of emails, many of them are not effective. Everyone‘s inbox holds those
difficult to read or process emails, hanging around because the recipient is unclear on how to
reply or act. Don‘t let that happen to your business emails. Etiquette, style, and format are
essential to writing emails that get results.

There are four questions that you must consider as you begin to draft a business email:

1. Who is My Audience?

In all business writing, the audience is the top consideration. Who you are writing for will
determine how you write your email. The reader will determine the tone, formality, and content
of the communication.

Your email‘s reader may be your colleague, client, or supervisor. Each reader will have a
different background, project knowledge, and priorities. You can use project acronyms with a
colleague who has the same deep project knowledge as you do. Those same acronyms will be
confusing to an executive who needs an update for budget forecasting.

With your audience at the forefront, you will always write a more effective email.

The audience includes all the people included in the sender fields. This includes the To:, CC:.
and BCC: fields but main focus should be on those in the To field. Writing for the audience also
means using these fields correctly.

The ‗To:‘ field is for the direct audience who needs to reply or take action from the email
content. The ‗CC:‘ field is for readers who need to receive the email conversation for reference
or clarity, but do not need to take action nor reply. The ‗BCC:‘ field is for the audience who only
needs to see the initial email and none of the later chain of replies.

Incorrect usage of the sender fields is a common business email mistake. It occurs when the
audience and their roles are not thoughtfully considered.

Use the Bcc field very judiciously. Often it's best to forward an email separately, with a brief
statement on why you're sending this information.

2. What is the Purpose?

An email must have a purpose. And it must have only one purpose.

This email practice is called the ‗one thing rule‘.

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Each email should cover only one specific item, task, or request. Covering multiple actions in
one email can cause confusion and inefficiency. One email should not include both client report
revision notes and a scheduling question for the quarterly meeting. This scenario calls for two
separate emails.

By limiting emails to one thing, the email is easier for the recipient to understand, process and
act upon. This clarity increases understanding and productivity.

In practice, we sometimes have to ask for several pieces of information related to the same topic.
In this case, use a numbered list to clarify for your reader that the request has components. This
will help your reader respond easily and ensure you receive all the specifics you need.

3. Is This Email Necessary?

There is a tendency to over-communicate by email. While email is efficient and provides an

electronic paper-trail, not all communication should occur over email.

Ask yourself: ―Is this email really necessary?‖ Perhaps a quick phone call is more appropriate. If
you‘re expecting a lot of back-and-forth on the topic, a short conversation can eliminate a
lengthy email chain.

Choose the right channel to send information. Email is great, but it's one channel.

4. Is Email Appropriate?

Email can be used in many scenarios but is not always appropriate.

If you are delivering bad news, do so in person or buffer the email thoughtfully. An email is
impersonal and is difficult to convey empathy or compassion. If you must write a business
apology email follow these rules.

Sensitive information sent by email runs the risk of being accidentally shared. There are plenty
of cases of email mishaps, ranging from funny to serious. Whether the information is personal
contact or personal opinion, consider whether it‘s appropriate for an email. If you wouldn‘t want
it accidentally shared, be very thoughtful about how it is sent in the first place.

If you are unsure if an email is appropriate, ask yourself if you'd be comfortable with that email
being projected in a meeting. Attending the meeting are your boss, all your future bosses, and
your mother. If it passes this test, then send it. If not, there is likely something that is not
appropriate.

Email Style

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Business emails have a very specific style. They are professional but brief. They should be
written to be skimmed, but with enough information to allow a complete response.

Tone

Finding the correct tone can be the biggest headache in drafting an email. The tone changes
based on your audience. It can range to formal to friendly but is always professional and should
always be matched to your audience.

Wordy politeness can often be overlooked in efforts to be brief in emails. However, please and
thank you should be included anytime it is appropriate.

Avoid ALL CAPS because it SOUNDS LIKE YOU‘RE YELLING (and could route your email
to the spam folder). If you wouldn‘t shout the statement in person, don‘t shout it in an email.
Instead, use italics, underlining or bold to emphasize important points.

Notice the harsh tone if the bold text is swapped for caps: Vacation requests must be submitted
AT LEAST TWO WEEKS IN ADVANCE.

One exception: Do use all caps in email headings when writing to any organization that strips
html formatting from email. The military, military academies, and some financial institutions
with strict security protocols often strip html formatting.

Headings are very helpful to readers. They allow a reader to skim and find information easily.
They're a business writer's best weapon against information overload.

Avoid excessive use of punctuation or emojis. Exclamation points should be used sparingly!
Emojis continue to have a larger role in digital communication and several style guides have
approved their judicious use in business writing. I follow the rule of only using them after the
other party has sent one. They should never be used in formal business emails.

Emails are meant to be skimmed, so they should have plenty of white-space to assist the reader.
Use shorter paragraphs, lists and bullet points to streamline the information. And, use headings
to break up concepts and allow a reader to skim.

In addition, awkward formatting copied from other documents or emails can be distracting. To
have seamless formatting for your email, strip the text formatting of the new content by using
your email client‘s Remove or Formatting function.

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Here are the most common formatting features and how to use them.

Font: The font is the typeface that you should choose for your email. It is best to choose a sans
serif (a typeface without decorative strokes at the end) as they are more modern and simple and
easy to read onscreen. They are also easier to read at a small size. Gmail uses Sans Serif as the
default. You could also use Arial, Helvetica, Tahoma, Terbuchet MS, or Verdana.

Text Size: You should try to keep your email in the normal size. This is between 10–12pt.

Bold: You can use bold for headings and to emphasise important text. Bold text catches the eye
of readers as they scan the email.

Italics: Italics are a softer way to draw attention to an area of text. They are used to bring
emphasis to an area of a sentence. They do not make words stand out when the user is scanning a
page the way bold text does. Italics should also be used for titles of full works.

Underline: Underlined text can easily be confused for a link. When writing an email, it's best not
to use underlined text to draw attention to an area of an email. It is better to use bold or italics.

Text Color: You should avoid using multiple text colors in an email as it draws the eye in to
multiple locations and looks unprofessional. It is likely that your email program makes your
hyperlinks blue.

Alignment: Business writing uses text that is fully aligned left. Academic writing indents the first
sentence of a paragraph five spaces. In business email, you will never need to indent the start of a
paragraph.

Numbers: Using a numbered list can help organize content where the sequence is important. For
example if you were describing steps you would want to use a numbered list.

Bullet Points: Bullet points are a great way to create white space on your page and draw attention
to related items. Bullet points work best for unordered lists.

Indent More: In business emails you should not indent the first sentence of a new paragraph. A
line break represents the start of a new paragraph. The indent more button allows you to add an
indent to text. This is useful on rare occasions when you want to indicate that some information
is a subset of what preceeded it. It creates a visual indication that the indented information is less
important.

Remove Formatting: If you are pasting text into your email it is vital you use the remove
formatting function. Otherwise you will paste the text styles and it will be obvious to your reader

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that you copy and pasted that text. To use this function select the text you want to remove
formatting. Then click the remove formatting button.

Email Overview

Subject Line

The subject line is the mini-summary of your email. It provides the biggest opportunity to ensure
your email gets read. The goal of a subject line is to get your reader to open the email without
tricking them. It is also the place where mistakes are most commonly made.

Think of it as your email‘s headline. It should be a 3- to 8-word overview of the content.

Subject lines that are too brief or too lengthy cause confusion. If it makes the email seem
difficult or confusing to reply to, the recipient may not open it immediately or at all.

Bad Examples:

‗Important!‘

‗For Your Review‘

‗Questions About Expansion Performance Target Report Deadline Extension Request‖ For
Client Meeting‘

Good Examples:

‗Your BookShop Order Delivery Dec 2‘

‗Client Report Revisions: Please Review by 4 PM‘

Email clients will also review the subject line for signs of spam. This is especially important for
sales teams who may be cold-emailing clients. Certain terms are flags for spam algorithms and
may be filtered to a Junk folder. Avoid using words such as ‗Sales‘, ‗Please read‘ or ‗Profits‘, or
having one-word subjects.

Also make sure you are replying to the correct thread. Do not use an old email thread for a new
topic.

Greeting

Your greeting should be professional and concise. It is always preferable to address the recipient
using their name, but it may not always be possible.

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Good afternoon,

Greetings,

Dear Ms. Jones:

Hi Jeff, (salutation format)

Hi, Jeff. (sentence format)

Brief Pleasantry

If you‘re emailing someone for the first time, your opening line could be a short pleasantry
connecting you and the recipient. One sentence should be enough. Indicate how you connected.
This reminder will give the reader context for the following information.

―It was great to meet you at last night‘s networking event.‖

If you‘ve received something from the recipient, offer your thanks. It could be a thank you for an
offer of assistance, for an interesting piece of content they shared or even for simply reading the
email.

―Thank you for sharing your article on management strategies. The findings are valuable.‘

‗I appreciate you taking the time to help me with this project.‘

If you want to keep it general, warm well-wishes will do.

‗I hope you‘re well!‘

Omit a pleasant greeting if you‘ve recently or frequently communicated with each other.

Be very careful of overspinning pleasantries at the start of the email. What do you want your
reader to know or do? That's the most important opening.

Purpose

As previously noted, each email should address just one thing, one purpose. This task, request or
information should be presented clearly and directly after the pleasantry. This is the B.L.O.T—
bottom line on top.

Be concise and direct. Don‘t hide your request or it can easily be overlooked or ignored.

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‗Please provide your feedback on the budget.‘

‗Can you participate in the project kick-off meeting next Thursday?

‗Did you have any revisions to the final report?‘

Additional Information

Some business emails may require additional information for the reader. It could be clarification
on the task, a link to resources or examples, or other helpful information. This information
should be included thoughtfully. Only directly relevant content should be added.

Call to Action

Near the end of the email, include a specific call to action. The email is being sent to accomplish
one task. The call to action should leave no confusion as to your request. Do not assume the
reader understands the desired result from prior information. Emails can easily be misinterpreted
if there is any grey area.

This statement should include the specific action and the timeline. If you are sending the email to
multiple people, clarify task responsibility by directly naming the intended person.

Clarification of tasks and expectations allows for the recipient to respond more effectively.

Bad examples: ―Can you take care of this?‖

―Let me know what you think.‖

Good examples: ―Sarah: can you forward the survey to all staff by Friday at noon, please?‖

―I‘d appreciate your feedback on the draft agenda. If you have any edits, please send them by
tomorrow, Tuesday, at 10 AM.‖

If you would like a confirmation, you can phrase the call to action as a question. If the call to
action is a notification that does not necessarily require a reply, you can structure the call to
action as a statement.

Closing Message

The closing message simply indicates that the email is complete. While it is not a requirement in
modern email writing, a brief, polite phrase will nicely round out your email.

‗Thank you for your time,‘

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‗I look forward to your response,‘

‗Kind regards,‘

Sign-off & Signature

The end of the email includes a sign-off of your name. The phrasing should match the formality
of the email.

Most formal: Dr. John Smith

Dr. Smith

John Smith

Least formal and most common: John

Your email signature is a type of electronic business card that is appended to your email. It
should include the most important context and contact details for your reader. This is the place to
help your reader with relevant contact or contextual information, not brag or insert philosophical
quotes. Images and logos can be useful, but be aware of the sizing and how they will appear on
mobile devices.

Attachments and Links

Any referenced attachments or links must be included in the email. Either name the file so that it
is clearly identified or include the document title in parenthesis immediately after you mention it
in the email.

Don‘t make the reader go hunting for the information they need.

If an attachment was sent to the recipient previously, attach it again anyway. This way, they can
easily access the information rather than searching through their inbox. Of course, double-check
that the file is attached and correct. Forgetting to include an attachment requires an unnecessary
(and embarrassing!) reply requesting it, which can delay the work.

Links can be directing the reader either to websites or to intranet directories. These hyperlinks
can be lengthy and distracting in email text. Instead, integrate the hyperlink into the existing
sentence.

Good example: You may find this technical writing resource useful in preparing the report.

You should also test the link to ensure that it opens the correct site.

Review

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Once your email is composed, do not click send. Yet.

Take a moment to review your email. Check for grammatical or spelling errors (Grammarly has
a helpful free tool). Typos suggest carelessness and can even convey incorrect information.

Double-check dates, times, names, links, attachments and other specific details.

Triple-check that the correct recipients are in the sender fields.

Conclusion

The volume of email we receive and send can sometimes diminish our motivation to write an
effective business email. Consider the four key questions when preparing an email. Write it in a
way that is concise yet clearly conveys the information and request to the reader.

3.11. Example of a Business Email

Dear Stephen,

I hope you are well. It was great to hear from you – thank you for your time.

Could we set up a meeting on this? Let me know when‘s best for you and we can arrange
something. It‘d be great to discuss this in person, rather than by email.

If you have any further questions on this, don‘t hesitate to ask.

I look forward to speaking to you again.

Kind regards

David

Key points to remember

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Be concise. Remember that some people receive and read hundreds of emails every day. Try to
keep to a maximum length of five paragraphs. If your message is very long (for example, notes
about a report) consider sending it as an attachment.

Don‘t use an inappropriate email address from which to send your email (such as
'[email protected]'). If you do not have a business email address, set one up using your name
or your company name.

Make sure you title your email clearly in the subject box as this helps the reader to refer to your
email at a later date. Try to keep titles short.

Use 'plain-text' for your formatting rather than HTML (which creates web-page-style emails).
This will mean that everyone reading your email will see it as you intended. Bear in mind that
not everyone uses a computer to access their email, and people may be using a device that can
only display text.

Use bulleted lists and keep paragraphs short. If you are writing to someone for the first time,
structure your email as you would a letter, with a beginning, a middle and an end.

Do not use block capitals. They give the impression you are shouting at your reader.

Do not use 'emoticons' (combinations of letters which represent emotions) in formal emails.

Avoid over-familiar language, slang or abbreviations - such as LOL (laugh out loud) or BTW (by
the way).

Don't be sloppy with grammar or ignore formatting. It may be quicker to write your email
without using capital letters, but it looks unprofessional to the reader.

If you are sending pictures or documents with your email, make sure that they are a reasonable
file size (less than 5MB) as big files can cause problems for the person receiving them. Make
sure you tell the reader that you have included an attachment.

Always reply to an email as soon as possible to show the sender that you are dealing with the
information.

Try to avoid sending unnecessary replies (Thanks!) as they waste readers' time as well as
clogging up email systems.

Signatures should be kept short. Include your name, company address and contact details, and a
company registration number where appropriate. Avoid including product slogans or website
links that are irrelevant to the content of your email, and don't include 'meaningful quotations'

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such as 'Seek and ye shall find' when writing business emails. It looks pretentious, and won‘t
necessarily convey the right image of your company.

Another Example of a Business Email

From,

__________

__________

__________

__________

Date: _____ (Date on Which Letter is Written)

To,

__________

__________

__________

__________

Subject: Proposal Letter to a client

Dear _____(Sir or Madam),

I Mr. …………………..(name of the sender) is writing this letter on behalf of

……………….(name of the company) to Mr. ……………….(name of the receiver) to request to

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him to extend the contract with us for a couple of years more. As your contract that was for a
period of ……..(years) has completed we wish to continue rendering our services to you.

We were glad to render to you timely service for two years and wish to do the same for more
years. Looking forward for a positive reply from your side and hope that you to wish to avail our
timely service for some more time. Lastly we would like to thank you to be a great client and
expect the same in the years to come.

Yours Truly,

Name of the Company

_______________

PRACTICE : Write a business email using the information above

3.12. Writing Meeting Minutes

What are meeting minutes?

Meeting minutes, or mom (for minutes of meeting) can be defined as the written record of
everything that's happened during a meeting. They're used to inform people who didn't attend the
meeting about what happened, or to keep track of what was decided during the meeting so that
you can revisit it and use it to inform future decisions.

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What should you include when writing meeting minutes?

The five steps that you must include are:

1.Pre-Planning

2.Record taking - at the meeting

3.Minutes writing or transcribing

4.Distributing or sharing of meeting minutes

5.Filing or storage of minutes for future reference

Whether you‘ve been tasked with taking notes for a committee or you‘ve been appointed
Secretary to the Board of your organization, preparing meeting minutes doesn‘t have to be an
arduous task. Here are some tips and ideas that will help you get started with writing and
preparing effective meeting minutes, as well as a meeting minutes sample and a meeting minutes
template that you can follow.

Please note that since the format, style and content requirements for meeting minutes varies
depending on the organization and the type of committee or Board, this text offers only general
guidelines to help get you started.

What is the purpose of meeting minutes?

You shouldn‘t be intimidated by the term ―minutes‖ since it‘s actually a little misleading. After
all, your committee or Board doesn‘t want or need a record of its meeting proceedings minute by
minute! But it is important to capture the essence of the meeting, including details such as:

 decisions made (motions made, votes, etc.)

 next steps planned
 identification and tracking of action items

Minutes are a tangible record of the meeting for its participants and a source of information for
members who were unable to attend. In some cases, meeting minutes can act as a reference
point, for example:when a meeting‘s outcomes impact other collaborative activities or projects
within the organization minutes can serve to notify (or remind) individuals of tasks assigned to
them and/or timelines

Why are they called minutes of a meeting?

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According to Today I Found Out, the "minutes" of "meeting minutes" don't refer to the minute
measurement of time, but to the "minute" (my-newt) notes taken during meetings.

What‟s involved with meeting minutes?

As mentioned above, there are essentially five steps involved with meeting minutes:

1.Pre-Planning

2.Record taking - at the meeting

3.Minutes writing or transcribing

4.Distributing or sharing of meeting minutes

5.Filing or storage of minutes for future reference

1. Pre-planning meeting minutes:

A well-planned meeting helps ensure effective meeting minutes. If the Chair and the Secretary
or minutes-taker work together to ensure the agenda and meeting are well thought out, it makes
minute taking much easier. For example, depending on the meeting structure and the tools you
use, the minutes-taker could work with the Chair to create a document format that works as an
agenda and minutes outline as well.

What is the agenda of a meeting?

Meeting agenda = outline:

At the very least, it‘s important to get a copy of the meeting agenda and use it as a guide or
outline for taking notes and preparing the minutes – with the order and numbering of items on
the minutes of meeting matching those of the agenda.

In addition, the agenda and/or meeting notice also provides information that will need to be
included in the minutes, such as:the names of all the meeting attendees, including guests or
speakers; documents that are sent out with the agenda or handed out in the meeting – copies
(digital or hard copy) of handouts should be stored with the meeting minutes for future reference
and for sharing with those who were unable to attend the meeting (and others as determined by
the meeting‘s Chair).

Clarifying Expectations:

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When you take on a new role as minutes-taker or Secretary, be sure to ask the Chair of the
committee or Board what their expectations are of your role during the meeting, as well as the
type of detail he/she expects in the minutes. For example, if your Board or committee will be
dealing with motions, or voting on items/issues, be clear on whether you need to offer names of
those making motions, seconding, etc. If you will be dealing with this type of procedures, you
(and your Chair) may want to refer to Robert‘s Rules of Order.

2. What should be included in meeting minutes?

Before you start taking notes, it‘s important to understand the type of information you need to
record at the meeting. As noted earlier, your organization may have required content and a
specific format that you‘ll need to follow, but generally, meeting minutes usually include the
following:

 Date and time of the meeting

 Names of the meeting participants and those unable to attend (e.g., ―regrets‖)
 Acceptance or corrections/amendments to previous meeting minutes
 Decisions made about each agenda item, for example:
 Actions taken or agreed to be taken
 Next steps
 Voting outcomes – e.g., (if necessary, details regarding who made motions; who
seconded and approved or via show of hands, etc.)
 Motions taken or rejected
 Items to be held over
 New business
 Next meeting date and time

Tips that might help your note taking:

Create an outline – as discussed earlier, having an outline (or template) based on the agenda
makes it easy for you to simply jot down notes, decisions, etc. under each item as you go along.
If you are taking notes by hand, consider including space below each item on your outline for
your hand-written notes, then print these out and use this to capture minutes.

Check-off attendees as they enter the room - if you know the meeting attendees, you can check
them off as they arrive, if not have folks introduce themselves at the start of the meeting or
circulate an attendance list they can check-off themselves.

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Record decisions or notes on action items in your outline as soon as they occur to be sure they
are recorded accurately

Ask for clarification if necessary – for example, if the group moves on without making a decision
or an obvious conclusion, ask for clarification of the decision and/or next steps involved.

Don‟t try to capture it all – you can‘t keep up if you try to write down the conversation verbatim,
so be sure to simply (and clearly) write (or type) just the decisions, assignments, action steps, etc.

Record it – literally, if you are concerned about being able to keep up with note taking, consider
recording the meeting (e.g., on your smart phone, iPad, recording device, etc.) but be sure to let
participants know they are being recording. While you don‘t want to use the recording to create a
word-for-word transcript of the meeting, the recording can come in handy if you need
clarification.

3. The Minutes Writing Process

Once the meeting is over, it‘s time to pull together your notes and write the minutes. Here are
some tips that might help:

Try to write the minutes as soon after the meeting as possible while everything is fresh in your
mind.

Review your outline and if necessary, add additional notes or clarify points raised. Also check to
ensure all decisions, actions and motions are clearly noted.

Ensure you're including sufficient detail

For Board of Director‘s minutes in particular, we recommend including a short description of

each action taken, as well as the rationale behind the decision

If there was a lot of discussion before passing a motion, write down the major arguments for and
against

Edit to ensure brevity and clarity, so the minutes are easy to read

In terms of format, here are a few things to keep in mind:

Be objective

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Write in the same tense throughout

Avoid using names other than to record motions and seconds.

Avoid personal observations — the minutes should be solely fact-based

If you need to refer to other documents, don't try to summarize them. Rather, simply indicate
where they can be found or attach them as an appendix

4. Do meeting minutes have to be approved?

Before you share your meeting minutes, make sure that the Chair has reviewed and either revised
and/or approved the minutes for circulation. They are not an official record of a meeting unless
this has taken place. Depending on your Board, minutes may also be formally approved at the
beginning of the next meeting.

5. Distributing or Sharing Meeting Minutes

As the official ―minutes-taker‖ or Secretary, your role may include dissemination of the minutes.

Online sharing

The method of sharing or distribution will depend on the tools that you and your organization
use. Since minutes and other documentation can create a pile of paper, it‘s great if you can use a
paperless sharing process. For example, if you are using a word processing tool (e.g., Microsoft
Word) that doesn‘t offer online sharing, you might want to create a PDF of the document and
send this and the other attachments or meeting documentation via email. Alternately, if you are
all using Google docs – for meeting invitations, agenda and additional document sharing – you
can simply ―share‖ the document with that group once it has been finalized. Committee or Board
members can simply read the documents online and save a few trees!

6. Filing/Storage of Meeting Minutes

Most committees and Boards review and either approve or amend the minutes at the beginning
of the subsequent meeting. Once you‘ve made any required revisions, the minutes will then need
to be stored for future reference. Some organizations may store these online (e.g., in Google docs
or SkyDrive) and also back these up on an external hard drive. You may also need to print and
store hard copies as well or provide these to a staff member or Chair for filing.

Meeting Minutes Sample:

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The following sample agenda represents typical format and content of a board meeting minutes
report. This sample should be customized to the particular culture and purpose of the
organization. Note that board meeting minutes are very important. Minutes are considered legal
documents by the auditors, IRS and courts, and they represent the actions of the board. Many
assert that if it's not in the minutes, it didn't happen.

There is no standardized level of content and format for board minutes. In courts, as important as
what you did is that you were reasonable when you did it. Therefore, sufficient information
should be included to describe how board members reasonably came to reasonable decisions.

Include the name of the organization, date and time of meeting, who called it to order, who
attended and if there a quorum, all motions made, any conflicts of interest or abstainments from
voting, when the meeting ended and who developed the minutes.

The secretary of the board usually takes minutes during meetings. Written minutes are
distributed to board members before each meeting for member's review. Minutes for the previous
meeting should be reviewed right away in the next meeting. Any changes should be amended to
the minutes and a new version submitted before the next meeting where the new version is
reviewed to be accepted. Minutes should be retained in a manual and shared with all board
members.

Sample of Board Meeting Minutes

Name of Organization

(Board Meeting Minutes: Month Day, Year)

(time and location)

Board Members:

Present: Bhata Bhatacharia, Jon White Bear, Douglas Carver, Elizabeth Drucker, Pat Kyumoto,
Jack Porter, Mary Rifkin and Leslie Zevon

Absent: Melissa Johnson

Quorum present? Yes

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Others Present:

Exec. Director: Sheila Swanson

Other: Susan Johns, Consulting Accountant

Proceedings:

• Meeting called to order at 7:00 p.m. by Chair, Elizabeth Drucker

• (Last month's) meeting minutes were amended and approved

• Chief Executive's Report:

- Recommends that if we not able to find a new facility by the end of this month, the
organization should stay where in the current location over the winter. After brief discussion,
Board agreed.

- Staff member, Jackson Browne, and Swanson attended the National Practitioner's Network
meeting in Atlanta last month and gave a brief extemporaneous presentation. Both are invited
back next year to give a longer presentation about our organization. After brief discussion, Board
congratulated Swanson and asked her to pass on their congratulations to Browne as well.

- Drucker asserts that our organization must ensure its name is associated with whatever
materials are distributed at that practitioner's meeting next year. The organization should
generate revenues where possible from the materials, too.

- Swanson mentioned that staff member, Sheila Anderson's husband is ill and in the hospital.
MOTION to send a gift to Anderson's husband, expressing the organization's sympathy and
support; seconded and passed.

• Finance Committee report provided by Chair, Elizabeth Drucker:

- Drucker explained that consultant, Susan Johns, reviewed the organization's bookkeeping
procedures and found them to be satisfactory, in preparation for the upcoming yearly financial
audit. Funds recommends that our company ensure the auditor provides a management letter
along with the audit financial report.

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• - Drucker reviewed highlights, trends and issues from the balance sheet, income statement and
cash flow statement. Issues include that high accounts receivables require Finance Committee
attention to policies and procedures to ensure our organization receives more payments on time.
After brief discussion of the issues and suggestions about how to ensure receiving payments on
time, MOTION to accept financial statements; seconded and passed.

• Board Development Committee's report provided by Chair, Douglas Carver:

- Carver reminded the Board of the scheduled retreat coming up in three months, and provided a
drafted retreat schedule for board review. MOTION to accept the retreat agenda; seconded and
passed.

- Carver presented members with a draft of the reworded By-laws paragraph that would allow
members to conduct actions over electronic mail. Carver suggested review and a resolution to
change the By-laws accordingly. Kyumoto suggested that Swanson first seek legal counsel to
verify if the proposed change is consistent with state statute. Swanson agreed to accept this
action and notify members of the outcome in the next Board meeting.

• Other business:

- Porter noted that he was working with staff member, Jacob Smith, to help develop an
information management systems plan, and that two weeks ago he (Porter) had mailed members
three resumes from consultants to help with the plan. In the mailing, Porter asked members for
their opinions to help select a consultant. Porter asked members for their opinions. (NOTE:
Zevon noted that she was also a computer consultant and was concerned about conflict of
interest in her Board role regarding this selection, and asked to be ABSTAINED from this
selection. Members agreed.) The majority of members agreed on Lease-or-Buy Consultants.
MOTION to use Lease-or-Buy Consultants; seconded and passed.

- Swanson announced that she had recently hired a new secretary, Karla Writewell.

• Assessment of the Meeting:

- Kyumoto noted that the past three meetings have run over the intended two-hour time slot by
half an hour. He asked members to be more mindful and focused during discussions, and
suggested that the Board Development Chair take an action to identify solutions to this issue.
Chair, Carver, agreed.

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• Meeting adjourned at 9:30 p.m.

• Minutes submitted by Secretary, Bhata Bhatacharia.

PRACTICE: Imagine you are the secretary and write the minutes for an effective meeting

3.13. Designing an Effective Meeting Agenda

We‘ve all been in meetings where participants are unprepared, people veer off-track, and the
topics discussed are a waste of the team‘s time. These problems — and others like it — stem
from poor agenda design. An effective agenda sets clear expectations for what needs to occur
before and during a meeting. It helps team members prepare, allocates time wisely, quickly gets
everyone on the same topic, and identifies when the discussion is complete. If problems still
occur during the meeting, a well-designed agenda increases the team‘s ability to effectively and
quickly address them.

The main parts of an agenda for a standard meeting are listed as ―Meeting Agenda Elements‖

Meeting Agenda Elements

Title Header Title, time, date, location, phone number, e-mail contact, and any other
information necessary to get all participants together.

Participants Expected participants

Subject Line Purpose statement

Call to Order Who will call the meeting to order?

Introductions If everyone is new, this is optional. If even one person is new, everyone should
briefly introduce themselves with their name and respective roles.

Roll Call This may quietly take place while introductions are made.

Reading of the minutes Notes from the last meeting are read (if applicable) with an
opportunity to correct. These are often sent out before the meeting so participants have the
opportunity to review them and note any needed corrections.

Term Definition

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Old Business List any unresolved issues from last time or issues that were ―tabled,‖ or left until
this meeting.

New Business This is a list of items for discussion and action.

Reports This is optional and applies if there are subcommittees or groups working on
specific, individual action items that require reports to the group or committee.

Good of the Order This is the time for people to offer any news that relates to the topic of the
meeting that was otherwise not shared or discussed.

Adjournment Note time, date, place meeting adjourned and indicate when the next meeting is
scheduled.

Strategies for Effective Meetings

You want an efficient and effective meeting, but recognize that group communication by
definition can be chaotic and unpredictable. To stay on track, consider the following strategies:

Send out the last meeting‘s minutes one week before the next meeting.

Send out the agenda for the current meeting at least one week in advance.

Send out reminders for the meeting the day before and the day of the meeting.

Schedule the meeting in Outlook or a similar program so everyone receives a reminder.

Start and end your meetings on time.

Make sure the participants know their role and requirements prior to the meeting.

Make sure all participants know one another before discussion starts.

Formal communication styles and reference to the agenda can help reinforce the time frame and
tasks.

Follow Robert‘s Rules of Order when applicable, or at least be familiar with them.

Make sure notes taken at the meeting are legible and can be converted to minutes for distribution
later.

Keep the discussion on track, and if you are the chair, or leader of a meeting, don‘t hesitate to
restate a point to interject and redirect the attention back to the next agenda point.

If you are the chair, draw a clear distinction between on-topic discussions and those that are
more personal, individual, or off topic.

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Communicate your respect and appreciation for everyone‘s time and effort.

Clearly communicate the time, date, and location or means of contact for the next meeting.

KEY TAKEAWAY

With good planning and preparation, meetings can be productive, engaging, and efficient.

Here are some more tips for designing an effective agenda for your next meeting, with a sample
agenda below. You can use these tips whether a meeting lasts an hour or three days and whether
you‘re meeting with a group of five or forty:

Seek input from team members. If you want your team to be engaged in meetings, make sure the
agenda includes items that reflect their needs. Ask team members to suggest agenda items along
with a reason why each item needs to be addressed in a team setting. If you ultimately decide not
to include an item, be accountable — explain your reasoning to the team member who suggested
it.

Select topics that affect the entire team. Team meeting time is expensive and difficult to
schedule. It should mainly be used to discuss and make decisions on issues that affect the whole
team — and need the whole team to solve them. These are often ones in which individuals must
coordinate their actions because their parts of the organization are interdependent. They are also
likely to be issues for which people have different information and needs. Examples might
include: How do we best allocate shared resources? How do we reduce response time? If the
team isn‘t spending most of the meeting talking about interdependent issues, members will
disengage and ultimately not attend.

List agenda topics as questions the team needs to answer. Most agenda topics are simply several
words strung together to form a phrase, for example: ―office space reallocation.‖ This leaves
meeting participants wondering, ―What about office space reallocation?‖ When you list a topic
as a question (or questions) to be answered, it instead reads like this: ―Under what conditions, if
any, should we reallocate office space?‖

A question enables team members to better prepare for the discussion and to monitor whether
their own and others‘ comments are on track. During the meeting, anyone who thinks a comment
is off-track can say something like, ―I‘m not seeing how your comment relates to the question
we‘re trying to answer. Can you help me understand the connection?‖ Finally, the team knows
that when the question has been answered, the discussion is complete.

Note whether the purpose of the topic is to share information, seek input for a decision, or make
a decision. It‘s difficult for team members to participate effectively if they don‘t know whether
to simply listen, give their input, or be part of the decision making process. If people think they
are involved in making a decision, but you simply want their input, everyone is likely to feel
frustrated by the end of the conversation. Updates are better distributed — and read — prior to

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the meeting, using a brief part of the meeting to answer participants‘ questions. If the purpose is
to make a decision, state the decision-making rule. If you are the formal leader, at the beginning
of the agenda item you might say, ―If possible, I want us to make this decision by consensus.
That means that everyone can support and implement the decision given their roles on the team.
If we‘re not able to reach consensus after an hour of discussion, I‘ll reserve the right to make the
decision based on the conversation we‘ve had. I‘ll tell you my decision and my reasoning for
making it.‖

Estimate a realistic amount of time for each topic. This serves two purposes. First, it requires
you to do the math — to calculate how much time the team will need for introducing the topic,
answering questions, resolving different points of view, generating potential solutions, and
agreeing on the action items that follow from discussion and decisions. Leaders typically
underestimate the amount of time needed. If there are ten people in your meeting and you have
allocated ten minutes to decide under what conditions, if any, you will reallocate office space,
you have probably underestimated the time. By doing some simple math, you would realize that
the team would have to reach a decision immediately after each of the ten members has spoken
for a minute.

Second, the estimated time enables team members to either adapt their comments to fit within the
allotted timeframe or to suggest that more time may be needed. The purpose of listing the time is
not to stop discussion when the time has elapsed; that simply contributes to poor decision
making and frustration. The purpose is to get better at allocating enough time for the team to
effectively and efficiently answer the questions before it.

Propose a process for addressing each agenda item. The process identifies the steps through
which the team will move together to complete the discussion or make a decision. Agreeing on a
process significantly increases meeting effectiveness, yet leaders rarely do it. Unless the team
has agreed on a process, members will, in good faith, participate based on their own process.
You‘ve probably seen this in action: some team members are trying to define the problem, other
team members are wondering why the topic is on the agenda, and still other members are already
identifying and evaluating solutions.

The process for addressing an item should appear on the written agenda. When you reach that
item during the meeting, explain the process and seek agreement: ―I suggest we use the
following process. First, let‘s take about 10 minutes to get all the relevant information on the
table. Second, let‘s take another 10 minutes to identify and agree on any assumptions we need to
make. Third, we‘ll take another 10 minutes to identify and agree on the interests that should be
met for any solution. Finally, we‘ll use about 15 minutes to craft a solution that ideally takes into
account all the interests, and is consistent with our relevant information and assumptions. Any
suggestions for improving this process?‖

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Specify how members should prepare for the meeting. Distribute the agenda with sufficient time
before the meeting, so the team can read background materials and prepare their initial thoughts
for each agenda item ahead of time.

Identify who is responsible for leading each topic. Someone other than the formal meeting leader
is often responsible for leading the discussion of a particular agenda item. This person may be
providing context for the topic, explaining data, or may have organizational responsibility for
that area. Identifying this person next to the agenda item ensures that anyone who is responsible
for leading part of the agenda knows it — and prepares for it — before the meeting.

Make the first topic “review and modify agenda as needed.” Even if you and your team have
jointly developed the agenda before the meeting, take a minute to see if anything needs to be
changed due to late breaking events. I once had a meeting scheduled with a senior leadership
team. As we reviewed the agenda, I asked if we needed to modify anything. The CEO stated that
he had just told the board of directors that he planned to resign and that we probably needed to
significantly change the agenda. Not all agenda modifications are this dramatic, but by checking
at the beginning of the meeting, you increase the chance that the team will use its meeting time
most effectively.

End the meeting with a plus/delta. If your team meets regularly, two questions form a simple
continuous improvement process: What did we do well? What do we want to do differently for
the next meeting? Investing five or ten minutes will enable the team to improve performance,
working relationships, and team member satisfaction. Here are some questions to consider when
identifying what the team has done well and what it wants to do differently:

 Was the agenda distributed in time for everyone to prepare?

 How well did team members prepare for the meeting?
 How well did we estimate the time needed for each agenda item?
 How well did we allocate our time for decision making and discussion?
 How well did everyone stay on-topic? How well did team members speak up when they
thought someone was off-topic?
 How effective was the process for each agenda item?

To ensure that your team follows through, review the results of the plus/delta at the beginning of
the next meeting.

If you develop agendas using these tips, and the sample agenda below, your team will have an
easier time getting — and staying — focused in meetings.

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 3.14. Formal Agenda Example

Executive Business Review

1. Standing items - items that are always on the agenda of a regular meeting

- Take attendance

- Approve prior meeting‘s minutes

- Team status updates

- Etc.

2. Last Meeting‘s Business - discuss topics that were not completed in a previous meeting or
action items that are due

- Stephanie - sales quota update (10 minutes)

- David - VP Sales hiring pipeline (5 minutes)

3. New Business - new topics for this week‘s meeting

- Sam - Discuss facilities move (20 minutes)

- Randy - Employee engagement survey results (30 minutes)

4. Housekeeping - standing items at the conclusion of the meeting

- Clyde - Announcements

- Review of action items

- Date of the next meeting

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- Etc.

PRACTICE: Create a sample agenda for a business meeting to discuss the quarterly
sales report and results from the latest marketing campaign. Decide what information is
needed, and what position might normally be expected to produce that information.

https://www.instructionalsolutions.com

https://hbrascend.org/topics/how-to-design-an-agenda-for-an-effective-meeting/

3.15. Report Writing

What is Report Writing ?

A report can be defined as a testimonial or account of some happening. It is purely based on

observation and analysis. A report gives an explanation of any circumstance. In today‘s
corporate world, reports play a crucial role. They are a strong base for planning and control in an
organization, i.e., reports give information which can be utilized by the management team in an
organization for making plans and for solving complex issues in the organization.

A report discusses a particular problem in detail. It brings significant and reliable information to
the limelight of top management in an organization. Hence, on the basis of such information, the
management can make strong decisions. Reports are required for judging the performances of
various departments in an organization.

An effective report can be written going through the following steps:

 Determine the objective of the report, i.e., identify the problem.

 Collect the required material (facts) for the report.
 Study and examine the facts gathered.
 Plan the facts for the report.
 Prepare an outline for the report, i.e., draft the report.
 Edit the drafted report.

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  Distribute the draft report to the advisory team and ask for feedback and
recommendations.

The essentials of good/effective report writing are as follows:

 Know your objective, i.e., be focused.

 Analyze the niche audience, i.e., make an analysis of the target audience, the purpose for
which audience requires the report, kind of data audience is looking for in the report, the
implications of report reading, etc.
 Decide the length of report.
 Disclose correct and true information in a report.
 Discuss all sides of the problem reasonably and impartially. Include all relevant facts in a
report.
 Concentrate on the report structure and matter. Pre-decide the report writing style. Use
vivid structure of sentences.
 The report should be neatly presented and should be carefully documented.
 Highlight and recap the main message in a report.
 Encourage feedback on the report from the critics. The feedback, if negative, might be
useful if properly supported with reasons by the critics. The report can be modified based
on such feedback.
 Use graphs, pie-charts, etc to show the numerical data records over years.
 Decide on the margins on a report. Ideally, the top and the side margins should be the
same (minimum 1 inch broad), but the lower/bottom margins can be one and a half times
as broad as others.
 Attempt to generate reader‘s interest by making appropriate paragraphs, giving bold
headings for each paragraph, using bullets wherever required, etc.

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 Sample or Report 1

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 Sample of Committeee Report(2)

On popular demand we bring to you in this text the Baswan Committee Report
Recommendations. Civil Services examination that selects the top bureaucrats in the country is
likely to see major changes like reduction of upper age limit and removal of an optional paper in
the mains, to ensure a level playing field for all the aspirants. Baswan Committee Report
Recommendations have been forwarded to the Department of Personnel for taking a final
decision on the same and its consequent implementation.

Reason for commissioning Baswan Committee

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The main reason behind commissioning the Baswan Committee report was the shortfall of IAS
officers. In March 2017, Union Minister Jitendra Singh had informed Lok Sabha that there was a
dearth of Indian Administrative Service (IAS) and Indian Police Service (IPS) officers in the
country. There are 4,926 IAS officers, which is 1470 less than the authorized strength of 6,396.
As against the authorized strength of 4,802 officers, only 3894 IPS officers employed with the
central government.

Baswan Committee Members

The committee constituted of four members – B.S. Baswan (Former Director, IIPA), R.K. Barik
(Professor, IIPA), Akber Ali (research Officer, IIPA), and Pankaj Kumar Singh (Research
Officer, IIPA).

What did Baswan Committee take into account

The Baswan Committee took into account the number of IAS officers due for retirement in the
period 2010-20, number of officers due for a promotion, and the existing number of vacancies
and determined the over the course of ten years there would be a shortfall of 569 officers.

Major Baswan Committee Recommendations

The number of IAS officers recruited every year should be to the tune of 180. With 180 IAS
officers recruited every year, the backlog of 569 vacancies can be reduced by 443 in the year
2020.

Reduction of the age-limit (32 years of General category candidates, at present). However, the
reduction in age limit will not be an easy thing for government to accept due to its electoral
impact as well.

Removal of the optional paper. This was suggested by lakhs of UPSC aspirants as well and is
likely to be accepted by the government.

A meaningful assessment should be done about the requirement of IAS officers every year to
send a realistic requirement of Direct Recruits to the Government of India each year, and to
monitor the vacancies under the promotion ceiling.

To fulfill the requirement of IAS officers for the next 10 years, the intake through the civil
service examination will needed to be limited to a certain number to maintain quality and to the
balance the demand of different cadres. This number should be fixed on a realistic basis
according to the cadre gap.

The Process of settlement of disputes by the various state governments in relation to the
promoted officers should be done in a speedy manner, in order to minimize the gap.

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The process of preparation of select lists should be initiated well in advance, while taking into
consideration the number of vacancies that would arise in the next few years.

PRACTICE: Write a report on a topic of your own choice

3.16. Business Letters

This text will help you write business letters required in many different situations, from applying
for a job to requesting or delivering information. While the examples that are discussed
specifically are the application letter and cover letter, this text also highlights strategies for
effective business writing in general.

Principles to keep in mind

Business writing is different

Writing for a business audience is usually quite different than writing in the humanities, social
sciences, or other academic disciplines. Business writing strives to be crisp and succinct rather
than evocative or creative; it stresses specificity and accuracy. This distinction does not make
business writing superior or inferior to other styles. Rather, it reflects the unique purpose and
considerations involved when writing in a business context.

When you write a business document, you must assume that your audience has limited time in
which to read it and is likely to skim. Your readers have an interest in what you say insofar as it
affects their working world. They want to know the ―bottom line‖: the point you are making
about a situation or problem and how they should respond.

Business writing varies from the conversational style often found in email messages to the more
formal, legalistic style found in contracts. A style between these two extremes is appropriate for
the majority of memos, emails, and letters. Writing that is too formal can alienate readers, and an
attempt to be overly casual may come across as insincere or unprofessional. In business writing,
as in all writing, you must know your audience.

In most cases, the business letter will be the first impression that you make on someone. Though
business writing has become less formal over time, you should still take great care that your
letter‘s content is clear and that you have proofread it carefully.

Pronouns and active versus passive voice

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Personal pronouns (like I, we, and you) are important in letters and memos. In such documents, it
is perfectly appropriate to refer to yourself as I and to the reader as you. Be careful, however,
when you use the pronoun we in a business letter that is written on company stationery, since it
commits your company to what you have written. When stating your opinion, use I; when
presenting company policy, use we.

The best writers strive to achieve a style that is so clear that their messages cannot be
misunderstood. One way to achieve a clear style is to minimize your use of the passive voice.
Although the passive voice is sometimes necessary, often it not only makes your writing dull but
also can be ambiguous or overly impersonal. Here‘s an example of the same point stated in
passive voice and in the active voice:

PASSIVE: The net benefits of subsidiary divestiture were grossly overestimated.

[Who did the overestimating?]

ACTIVE: The Global Finance Team grossly overestimated the net benefits of subsidiary
divestiture.

The second version is clearer and thus preferable.

Of course, there are exceptions to every rule. What if you are the head of the Global Finance
Team? You may want to get your message across without calling excessive attention to the fact
that the error was your team‘s fault. The passive voice allows you to gloss over an unflattering
point—but you should use it sparingly.

Focus and specificity

Business writing should be clear and concise. Take care, however, that your document does not
turn out as an endless series of short, choppy sentences. Keep in mind also that ―concise‖ does
not have to mean ―blunt‖—you still need to think about your tone and the audience for whom
you are writing. Consider the following examples:

After carefully reviewing this proposal, we have decided to prioritize other projects this quarter.

Nobody liked your project idea, so we are not going to give you any funding.

The first version is a weaker statement, emphasizing facts not directly relevant to its point. The
second version provides the information in a simple and direct manner. But you don‘t need to be
an expert on style to know that the first phrasing is diplomatic and respectful (even though it‘s

104
less concise) as compared with the second version, which is unnecessarily harsh and likely to
provoke a negative reaction.

Business letters: where to begin

Reread the description of your task (for example, the advertisement of a job opening, instructions
for a proposal submission, or assignment prompt for a course). Think about your purpose and
what requirements are mentioned or implied in the description of the task. List these
requirements. This list can serve as an outline to govern your writing and help you stay focused,
so try to make it thorough. Next, identify qualifications, attributes, objectives, or answers that
match the requirements you have just listed. Strive to be exact and specific, avoiding vagueness,
ambiguity, and platitudes. If there are industry- or field-specific concepts or terminology that are
relevant to the task at hand, use them in a manner that will convey your competence and
experience. Avoid any language that your audience may not understand. Your finished piece of
writing should indicate how you meet the requirements you‘ve listed and answer any questions
raised in the description or prompt.

Business Letter Example

Jennifer Wilson

7 Half Moon Drive

Bayberry Heights, Massachusetts 02630

555-555-5555

[email protected]

November 14, 2018

Michelle Price

Manager

The Yarn Company

324 Central Ave

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Bayberry Heights, Massachusetts 02630

Dear Ms. Price:

Thank you so much for taking the time to meet with me to discuss selling my handmade sweaters
in your wonderful shop.

As I mentioned in our conversation, I‘ve been a customer of your store since I used my third-
grade allowance to buy my very first pair of knitting needles. I‘m honored that you‘d consider
selling one of my original creations at The Yarn Company alongside your own work.

We discussed a trial consignment arrangement in which a portion of the sales would go to the
store. This is more than agreeable to me.

Let me know how you want to proceed. I‘m available most afternoons at 555-555-5555, or you
can email me at [email protected], and I‘ll respond to your message ASAP.

Thanks, and best,

Jennifer Wilson

PRACTICE: Write a similar business letter

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Chapter IV: Business Presentations in Action

4.1. Telephone Communication in Business

Person-to-person telephone calls do not command the primary communication role they once had
back before the information age blossomed. Businesses have numerous other options for
communicating now, such as email, texting and social media. Telephone communication may be
slower than its new-media counterparts, but it still has benefits in an increasingly impersonal
world. The telephone call, which connects a caller with a human voice, creates a connection that
other media may lack and is still an important business component.

Despite the rapid changes in technology over the years, the importance of telephone
communication in business still remains. The advantage of actually speaking to your customers
and co-workers in many cases is often more effective, personal, appropriate, and time-saving
than written communications such as email and texting..

Technology has changed at an incredible rate over the last number or years, however, the
importance of telephone communication in business has remained. Newer technology such as
email, texting, and social media is great however it does have its limitations and cannot totally
replace telecommunication. Even though the telephone is used less and less in personal settings,
there is still an important place for it in the business setting.

The devices that you use to make a phone call may be different than those that you used in the
past, but the advantage of making contact with your customers and co-workers by speaking to
them instead of merely sending a written message has not.

Here are 5 reasons why talking with someone on the telephone is still important for your
business.

1. Talking With Your Customers on the Telephone is Much More Personal

Next to talking to your customers face-to-face, a phone call is the best way to connect with them
on a personal level. Speaking with them is much more personal than an email, text, or social
media message. If you are looking to build rapport with your customers, then actually talking
with them on the phone goes a long way to developing a solid relationship.

2,A telephone call can help you build rapport with your customers

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Written communications only have words to convey a message which accounts for a very small
percentage of effectiveness for building rapport with your clients. If you can add the advantage
of tone of voice by talking with your customer on the telephone, you can greatly increase your
effectiveness.

3. You Can Get an Immediate Response When You Talk on the Phone

If the person that you are calling is able to take your call right away then you can get an
immediate response. Unlike emails, texting, and social media communications which rely on the
person finding the time to respond to you, you can often get your question answered or conduct
the business that you need to do, right away, without having to wait.

4. Leaving a Voice Mail is Usually Easier and Your Message is not Limited to a Number of
Characters

If you are unable to reach the person that you are phoning, then you do have vocal backup: voice
mail. Leaving a voice mail is much easier and faster than typing a detailed text message or email
on a tiny keypad on your mobile device, and it doesn‘t have the restriction of only using a certain
number of characters like some social media sites such as Twitter. Leaving a voice mail message
also has the advantage of tone as well; you can sound as pleasant and accommodating as you
would like in your message.

5. Sensitive Issues are Better Handled By a Telephone Call

Sensitive and confidential issues such as condolences and disciplinary problems should really be
done using a personal phone call. If you take the time to make a call, you are saying that this
issue is important and you are giving it the value that it deserves. If you don‘t give the
opportunity for a two-way conversation when it comes to sensitive topics, then your message
could be misinterpreted and also seem cold and uncaring. It is also important to remember that a
text or email could inadvertently be seen by someone that shouldn‘t see it perhaps due to the
recipient‘s settings, or sending it to a wrong recipient by mistake, or by forgetting that you have
it up on your screen when a co-worker comes over to your desk.

Sensitive issues are better dealt with over the phone instead of sending an email or text

6. Phone Calls are More Confidential Than Written Messages

Once a text or other written message has been sent, it can become a legal document that may be
retrieved as evidence even long after it has been deleted. Even though some businesses monitor
and record telephone conversations that take place between customers and employees for
training purposes, you do need to be notified that it is being recorded.

7. You Can Use a Hands-free Device to Talk on the Telephone While Driving; You Can‟t Text

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If you need to communicate with your customers or co-workers while you are driving, the only
option for you is to use ―a cell phone with an earpiece, headset or Bluetooth device using voice-
activated dialing‖ according to the Ontario Ministry of Transportation. It is illegal to text or send
emails while you are driving.

8. Teleconferencing is a Cost-Effective Way to Communicate Within Your Company

Teleconferencing is a wonderful option to bring employees together from all over your
organization, especially if you have remote offices. It can be done at a fraction of the cost of
travelling to meetings and booking meeting facilities. Each member of the call can use a toll-free
number with an access code to join in the virtual conference room where you are able to interact
effectively with the chairperson and other attendees. Often these calls can be done in conjunction
with video conferencing over the Internet so everyone can see presentations and ask and answer
questions.

It‘s important to understand the value of real communication in business relationships. While it‘s
easy to send a colleague or client a text message or an email, these forms of communication
don‘t carry the same weight as a regular phone call. In many cases, some of the subtleties that
form an integral part of human communication can be muddied by simple text.

For example, many people in business relationships might make small talk or friendly jokes
during a conversation. Jokes that are made in a text message or an email can be easily
misunderstood or misconstrued by the reader. Something that would be obvious in a verbal
conversation could seem bizarre or unexpected in a text conversation.

When dealing with potential clients, businesses can‘t underestimate the importance of verbal
communication.

Verbal communication can allow employees to pick up on subtle emotional signs in a

conversation that might not be noticeable under other circumstances. In many cases, these subtle
emotional signs can make or break a client relationship.

Our phone system enable you to talk to people and get feedback on ideas in real time.

It‘s also important to understand some of the security risks associated with email, text messages,
and other forms of communication that leave extensive documentation in their wake.

While it‘s easy to record phone calls, most businesses don‘t have processes to do this. However,
many businesses will retain emails and text messages for a period of several years. If these
emails or text messages are subpoenaed by a judge, a company may be forced to release them as
part of a lawsuit or other legal action.

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With voice conversations, it‘s possible to be candid in a way that one can‘t be with other forms
of communication. Employees and company leaders can talk to each other and brainstorm in a
way that isn‘t possible via texting or emails.

Phone Systems Increase Communication Efficiency

Lag times are important too. Communicating by email can often involve delays that can last
hours. Text messages are often faster, but it still isn‘t the same as a live conversation. With a
regular phone call, you can talk to people and get feedback on ideas in real time, which can be
valuable in a business setting.

Telephone systems are essential for businesses of all sizes. Newer systems or an older traditional
phone system all help to ensure that people can stay in touch.

Technology has become such a vital part of our lives that we find it difficult to envisage life
without our smartphones, or having information at the touch of a button. We all know how
important communicating with customers is to a business and how difficult it would be to
operate without a reliable phone system.

The internet is a really powerful tool and helps businesses promote brand awareness and sales
messages to customers. But customers can find it difficult to work technology and not being able
to deal directly with a person. This can lead to customer frustrations and a loss of the personal
touch.

Offering online options for your customers to contact your business is essential nowadays for
delivering great customer service, but so is providing and efficient telephone system. With a
suitable telephone system in place, your customers will be able to contact your business directly
and get answers to their queries often quicker than if communications are handled through email
or online platforms.

PRACTICE: In pairs, write down a telephone conversation between you and an important
customer and roleplay it.

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 4. 2. Meetings in Business Communication

Definition of Meetings

In common word a meeting is an assembly of two or more people for reaching a decision
through discussion. It is one of the major media of oral communication.

According to Oxford Dictionary ―A meeting is an occasion when people come to gather to

discuss or decide something‖

A meeting is held to take decision on a particular issue or on a matter of common interest. In

case of joint stock Company, statutory meeting and Annual general meeting is must.

Other business enterprises arrange meeting to discharge their business activities. All the
members of the meeting discuss freely the specified subject matter or issue and come to a
decision at the end.

Therefore, a meeting is an oral media of communication where people gather to discuss any issue
of interest and finally take some decisions.

A meeting is a group communication in action around a defined agenda, at a set time, for an
established duration. Meetings can be effective, ineffective, or a complete waste of time. If time
is money and effectiveness and efficiency are your goals, then if you arrange a meeting, lead a
meeting, or participate in one, you want it to be worth your time .

Meetings can occur face-to-face, but increasingly business and industry are turning to
teleconferencing and videoconferencing options as the technology improves, the cost to
participate is reduced, and the cost of travel including time is considered. Regardless how you
come together as a team, group, or committee, you will need to define your purpose in advance
with an agenda .Deal, T., & Kennedy, A. (1982). Corporate cultures: The rites and rituals of
corporate life. Reading, MA: Addison-Wesley Publishing Company, Inc.

4.3.PRECONDITIONS OF A VALID MEETING

A valid meeting should have the following elements:

Legal objectives: Any meeting must have legal objectives. Meetings on illegal or unethical
purposes cannot be valid in the eye of law.

Convened by proper authority: A valid meeting should be contended by the proper authority of
the company.

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Serving proper notice in proper time: Notice of a meeting must be served timely by maintaining
rules and regulations of the companies act.

Presence of authorized persons: To make a meeting valid person who is entitled to present in a
particular type of meeting should be present at the meeting.

Presided over by a chairman: A valid meeting should be presided over by a chairman who will
be selected by the members.

Specific agenda: A detail agenda should be prepared before the meeting and the meeting should
be operated by following agenda.

Quorum: Quorum is the minimum number of persons that must be present at the meeting to
make it valid.

Thus, a meeting is a coming together of (generally) three or more people to exchange

information in a planned manner and discuss issues set out before them to arrive at decisions,
solve problems, etc.

A meeting can be formal or informal. As regards a formal meeting there is set rules for
convening it and conducting it, with a written record of its proceedings. It requires a notice
which is a call, an invitation to attend it.

It has an agenda or list of things to deal with, and the outcome is systematically written in the
form of minutes. An informal meeting can be without any written notice, for instance a staff
union meeting in the lunch room to discuss a picnic.

A meeting has a convener who calls it and a leader or chairperson who directs it.

4.4. Types of meetings:

Meetings are broadly of three types:

(i) Informative, where the purpose is to give information to the participants about a new scheme,
product, etc.

(ii) Consultative, in which the members are consulted to solve a problem.

(iii) Executive, in which decisions are taken by those empowered to do so.

In practice, most of the meetings serve more purposes than one. Some additional classifications
of meetings are – meeting for negotiation purpose, meeting for giving instructions, etc.

The purposes of holding meetings are listed here in a skeleton form:

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  To reach a common decision/agreement
 To solve a problem
 To understand a situation, exchange ideas and experiences
 To inform, explain, present ideas
 To give and get feedback on new ideas
 To give training
 To plan and prepare for action
 To resolve differences and misunderstandings
 To generate enthusiasm and seek cooperation
 To review past performance and evaluate it
 To create a feeling of continuity and solidarity in a body‘s working.

In this mechanical age, union is strength, and united work is done by means of meetings. It is
estimated that worldwide, millions of meetings are conducted every day, and their number and
usefulness is on the rise.

That is why although many negative remarks are made about the use of meetings; on the whole
we find that meeting is a useful device of collective decision-taking and action.

4.5.Advantages of Meetings:

(i) Save time:

Since one can meet a number of people at a time interactively, a meeting can save time.

(ii) Addressing groups:

One can divide the audiences according to their background and need, and address them group
by group.

(iii) Cope with information explosion:

New technology and new regulations are coming thick and fast. Meetings enable us to cope with
this situation.

(iv) Social and emotional support:

Members get personal support from each other when they meet and exchange ideas,

(v) Feeling of being consulted:

Members get the feeling that they have been consulted and this is useful in getting their
intelligent and willing cooperation.

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(vi) Democratic functioning:

Democracy aims at achieving all people‘s welfare by all people‘s involvement. This is possible
through meetings.

(vii) Idea development:

Ideas are systematically cross-fertilized, analyzed and improved by a group.

(viii) Defusing troublemakers:

By the collectivity of constructive forces, troublemakers can be isolated in a meeting and

positive action got going. The opponents of a plan get a forum to voice their opposition, which
can be overcome before a group of supportive people.

(ix) Bolder decisions:

Collectively we can take more adventurous decisions because of united strength.

(x) Various interest groups represented:

In a meeting many interest groups can be represented and minorities can also be given due
attention.

(xi) Preventing mistakes:

A meeting helps to avoid mistakes by a collective and many-angled focus on issues.

4.6.Disadvantages of meetings:

1. Time-consuming:

Meetings require a number of people to come together at the same time and place. This costs
time because other work has to be set aside for the sake of the meeting.

2. Inability to arrive at a decision:

Just as ―two heads are better than one,‖ it is also true that ―too many cooks spoil the soup.‖
Multiplicity of views and personal stubbornness of members may prevent a meeting from taking
a decision which a chief executive may take alone.

3. Lack of seriousness:

Many meetings suffer from the drawback that members come unprepared and feel that the others
will do the thinking and talking. They feel they can take a free ride. ―Everybody‘s job is
nobody‘s job.‖

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4. Inexpert chairing:

Just as an airplane is steered by a pilot, a meeting is piloted by the chairperson. His lack of skill
and personal failings/biases may fail a meeting.

5. Expensive:

Meetings are expensive to arrange – they require a place, paperwork, prior communication, and
travelling by the attendees.

6. Open to disruption:

A meeting is prone to being disrupted by an element that is opposed to its objective. There are
times when one passenger‘s refusal to adjust himself delays the entire flight. The same for
meetings. The spirit of give-and-take may be missing in some participants.

Effective business communication is essential during meetings, since meetings offer the
opportunity for employees from different facets of the company to gather together to reinforce
strategies, brainstorm ideas, celebrate successes and dissect missteps. Whether meetings are face-
to-face, teleconferenced, or by video conference, relevant parties have the chance to exchange
information that leads to company stability and growth. When mismanaged, business meetings
can waste valuable company time. Understanding the key elements of effective business
communication maximizes the effectiveness of workplace meetings.

Effective business communication breaks down in meetings when they‘re too long, scheduled
without enough time to properly prepare for them and end without establishing actionable steps,
according to Meeting Wizard. ―Conducting Effective Meetings at Work‖ recommends selecting
a meeting format for the company and sticking with it so that participants become familiar with
it.

Four Step Rule

Business meetings can maximize communication by taking four steps, according to Meeting
Wizard. Prepare by choosing participants with care, providing advance notice and planning a
clearly articulated agenda. Select one person or team of employees whose main responsibility is
effective facilitation, including note-taking and timekeeping. Make room for inspired business
communication by inviting participant feedback and permitting robust discussion. Recap the
meeting‘s accomplishments and provide or recap actionable steps before concluding.

Audience Knowledge

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When planning meetings, consider the audience. Determine whether the meeting will be large or
small, and plan seating and speaking possibilities accordingly. Provide easy-to-read materials
and make sure that everyone can see any projector, white board or other visual aid equipment
before beginning. Be aware of whether the meeting is intended for senior officials, new hires,
current clients or potential clients.

Online Meetings

Online business meetings are becoming more common, and there are ways to facilitate effective
business communication during these types of meetings. Clarity is particularly important during
online meetings due to the more removed nature of the meeting, according to "Web
Conferencing Zone." Information should be thoroughly researched, prepared and presented in an
interesting manner. "Web Conferencing Zone" emphasizes that the focus should be on the
meeting‘s agenda, not the technology involved in executing the meeting. Remind participants
that online meetings should be treated with the same level of seriousness and formality as
traditional meetings, and follow up to ensure that resulting actionable steps are being acted on.

Tips

Small adjustments in delivery can have big impacts on communication effectiveness. When
addressing groups of people in meetings, make eye contact with individual members but address
the group as a whole when responding to an individual question, according to ―Eight Ways to
Show Speaking Skills in a Meeting.‖ Be proactive about soliciting feedback, and encourage
follow-up discussion when members do respond. The article also recommends mimicking others‘
behavior to create consistency. For example, if others are contributing brief remarks, your
remarks should also be brief. Avoid using clichés and wordy rhetoric.

Purposes of Meetings

A meeting is called to discuss various issues of interest. Such issues vary considering the purpose
of an entity or concern. The following is the general purposes to call a meeting.

Meeting is held to notify the vision, mission or objective of any organization.

Meeting is called to announce the performance or progress of any activity or work.

Meeting is held for reviewing the progress of any project or program.

Meeting is called to share dialogue with the members of the organization or with the people of a
society.

Meeting is held to announce any innovation, development or changes related to product, service
or activities.

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Meeting are called to celebrate any success and to share the achievement with the members who
are entitled.

Business meetings have a reputation for being boring, repetitive and time-consuming. However,
there are many techniques for making your business meetings less boring, more efficient and
successful.

Creating Business Meetings

For important business meetings, invite stakeholders with a vested interest in the project. Focus
on individuals who will bring special expertise to the table. Explain why their participation is
important. If you need someone only occasionally, then add his or her name to specific meeting
dates.

Most business meetings should take no more than 30 minutes, an amount of time that
accommodates people with busy schedules. Unless it is an in-depth project meeting, always try
to keep your meetings to half an hour.

Be Specific with Your Meeting Information

There is nothing worse than getting business meeting requests with a vague subject line such as,
―Project X – More To Come.‖ Your details might also include the ambiguous objective of ―To
get people‘s input on Project X.‖

Give your invitees specific information such as the purpose, date, time and location of the
meeting well before the planned time of the meeting. Most importantly, offer them a clear
agenda, preferably by including invitees‘ action items.

That way, people will be fully prepared for your meeting and ready to give their input. It‘s also
important to include access information for remote participants and be mindful of different time
zones.

Keep Business Meetings Moving

Set ground rules for your meetings; they should start and end on time. Depending on the purpose
of the meeting, you may need to insist that participants refrain from staring at their laptops or
answering cell phones.

It‘s equally vital to stick to the agenda. If business meetings are short and focused, people will
respect your ground rules. Also, they will feel more inclined to attend rather than find an excuse
to be absent.

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Encourage people to speak up, but keep the conversation focused on the agenda. Remember,
silence does not equate to agreement, so take time to ask the quiet people for their input to
capture their concerns.

Your job in the meeting is to facilitate discussion and resolution. If it‘s an all-staff meeting with
presentations from several speakers, have someone act as a timekeeper. Otherwise, a one-hour
meeting soon becomes a two-hour irritation.

Create a „Parking Lot‟ for Off-Agenda Issues

Make use of a ―parking lot‖ for issues outside the meeting agenda; this could be an online
document or a set of notes you take. Add these items to the next meeting‘s agenda or handle
them in a separate, smaller gathering.

It is important to validate people‘s opinions. However, if their opinions are off-agenda, the
parking lot is an excellent tool for future meetings. You can say, ―I understand your concerns,
but we only have 10 minutes left. I will schedule a separate time to discuss this with you in
detail.‖ Those participants will appreciate the opportunity to air their concerns and you will still
keep your meeting on track.

Before the meeting ends, take five minutes to reiterate action items — who is responsible for
carrying them out and their due dates. This important step brings clarity and consensus of action
before the meeting ends.

Keep a Record of Business Meetings

A critical communication component is to follow up your business meetings with action notes
that describe three key elements: what, who and when. Distribute these action notes within 24
hours of the meeting when the information is still fresh in everyone‘s mind. ―What, who and
when‖ instantly sets the agenda for your next meeting.

Celebrate Any Milestones with Food

Recognition of success is appreciated during long-term project meetings. Consider bringing

some food items to these meetings. This adds a personal touch that shows you value your
coworkers‘ contributions.

Running Efficient Business Meetings Earns Your Coworkers‟ Respect and Trust

In a workplace where there is so much competition for attention, your colleagues will appreciate
your focus on clear, concise information and exchanges during business meetings. You will
develop a reputation that earns their respect and trust – two key measures of good
communication in the workplace.

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PRACTICE:

Write a brief description of a meeting you recently attended and indicate one way you
perceived it as being effective. Compare with classmates.

Write a brief description of a meeting you recently attended and indicate one way you
perceived it as being ineffective. Compare with classmates.

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