Business Communication

June 2022
Question 1:
Answer 1:
Introduction
Effective communication is a key ingredient for attracting customers and showcasing efficient
customer service. Writing and talking to a group is one of the most difficult tasks in the profession. A
message must be memorable, clear, and relatable to the target audience to be effective. The message
to be conveyed must be clear and understandable for the audience. Hence, it is suitable to know the
audience first and try to connect with them for healthy communication. Thus, analyzing the audience
is very important. Adapting a speech to an audience differs from merely telling them what they want
to hear. Adaptation informs a speaker's aesthetic and content decisions.
Concept and Application:
One must be aware of the difference between over-adapting and under-adapting, when it comes to
audience adaptation frequently, a distinction that may be better comprehended if the general
components of this skill are understood. Hence, the audience-centered approach is used wherein the
audience choice is understood and respected. This is known as the “You” attitude.

• Using the “You” Attitude:

Human beings are self-centered creatures, as we have learned from analyzing our mental filters. We
prefer to see each scenario from our point of view because we are self-centered. This mentality may
drive us to take a writer-oriented, we-view-point approach to letter writing, focusing on ourselves and
our interests rather than our readers' interests.
The 'you attitude' is a literary style that prioritizes the reader over the writer. We should not put
ourselves in the position of the receivers when writing a business letter. It is necessary to evaluate
their desires, issues, situations, emotions, and likely reactions. Instead of 'I or us,' a business letter
should be written from your perspective. Your point of view draws the reader's attention and
emphasizes their interest.
However, “you” is merely simple to use and exhibits authentic interest in readers and concern for their
needs. Moreover, one must avoid using “you”, especially in case of interrogative or criticizing mail or
letter. Let us understand by the below example:

Example: While writing about the task or purpose, one must keep the focus on instead of showcasing
about writer himself, emphasizing on audience’s requirements.
Instead of writing: “We are shipping the ordered product on Friday.”
One should write this: “Your order will be shipped on Friday.”

The focus should be on audience needs:

Instead of writing this: “We will process your request within 3 to 4 days.”
One should write this: “Your request will be processed within 30 to 4 days.”

The word “You” should be avoided in case of negative conditions:

Instead of writing this: “You did not mention the complete details of the project in the proposal.”
One should write this: “The project details were not mentioned in the proposal.”
• Maintaining the Standard of Etiquette:
Etiquette is a set of communication principles that help to establish a healthy work environment that
respects co-workers, vendors, and consumers. A strong understanding of business etiquette and how
to implement organizational changes can help your staff create trust and advance professionally.
Maintaining the etiquette standards is very important crucial because it fosters a professional,
mutually respected environment and enhances communication, all of which contribute to a thriving
workplace. People feel better about their jobs when they are recognized, which leads to better
customer encounters.

Whether it is a business meeting, presentation, or one-on-one discussion, a well-set manner of

communication is very important. If it is verbal communication, then one must listen to the other first
and then should respond accordingly. Active listening is very crucial. The responses must be clear,
easy to understand, and soft tone, which can influence the audience.
However, in the case of written communication, one must be attentive to the language and the way
sentences have been framed since it is easy to understand the emotion of the audience if the
communication is face-to-face, but if it is written communication reader’s response and feelings
cannot the be predicted. Therefore, it is recommended to use simple, and easy-to-understand language
in the written form of communication, since one can understand the reader’s emotion post his or her
reply only.

Example:
Instead of this: “You have not submitted the final presentation for the seminar yet, you better
complete it.”
One should write this: “Since the seminar to be held is near, it is advised you to complete on an urgent
basis, so that presentation is ready on time.”

Instead of this: “Why the attachments are missing in the file.”

One should write this: “ Please share the attachments since earlier they were not sent in the file.”

• Emphasizing the positive:

The positive emphasis is a perspective on things. words, content, structure, and the layout you choose
can all help to generate a positive impact. However, in the business many times one has to convey bad
news, but it can be conveyed in a manner that may not sound like a harsh tone or language. This
means the way of putting words together, and the way of delivering the news can be a good, and
sound way, even if the news is bad. Moreover, even if you have to share negative feedback or criticize
someone in the mail, then instead of just telling about the errors and shortfalls, the focus should be on
sharing areas of improvement.

Example:
Instead of writing this: “The entire team has failed to complete its target this month, that is very
disgraceful.”
One should write: “Let us discuss, the key factors behind the low target achievement and find out the
aspects where more focus has to be done to meet the monthly targets. “

Instead of writing this: “The R&D of products is still not completed.”

One should write this: “The products are still in the R&D phase.”
• Using Bias-Free Language:
Speech or writing that seeks to include people of different ethnicities, gender identities, sexual
orientations, religious affiliations, abilities, and ages by speaking in a way that makes no assumptions
about the receiver of such communication is known as bias-free communication.
Making ensuring you're having relevant conversations with bias-free terminology is a crucial aspect
of speaking without bias. When it comes to efficiently communicate without offending the receiver,
the writer's word choice is crucial. "Bias-free language" is, according to Locker, "language that is
sensitive to people's sex, race, age, physical condition, and many other categories." Bias-free language
does not discriminate and hence welcomes all readers.

• Gender biased: Using gender-based titles for everyone, even when the gender of the person is
known.
Example: Instead of: Businessman, chairman, forefather, housewife
Use this: Businessperson, chairperson, homemaker

• Race and Ethnicity Biased: Describing a person always based on his or her place of origin,
ethnicity should be avoided.
Example: Instead of this: A strange brown person was on the bus trying to talk to me.
Use this: A strange person was on the bus trying to talk to me.

• Age Biased: Referring to a person based on their age without any specific reason should be
avoided. The age of a person should be discussed only if it is necessary.
Example: Instead of this: A 21-year-old boy, Rahul has been recruited into the department.
Use this: A candidate named Rahul, has been recruited into the department.

Conclusion:
Thus, from the above details, we can say that successful communication is when the audience’s
requirements, desires, and feelings are considered highly. Understanding how to effectively change
your message to target your listening audience requires knowing your audience. Learning how to
differentiate between your listeners' attitudes, values, and beliefs, which directly affect the structuring
of the message, by assessing your audience, producing an interesting message, and understanding how
to differentiate between your listeners' attitudes, values, and beliefs.

Question 2:
Answer 2:
Introduction:
When a person applies for a college in regards to further studies or applies for a new job, he or she
might be asked to provide a letter of recommendation. A letter of recommendation describes a
person's qualities and talents in terms of work or education. Former employers, professors, colleagues,
clients, or teachers are common sources of these letters. They talk about the qualities and skills that
make a candidate a strong fit for a specific position, college, or graduate school program. A
Recommendation letter is designed to support an applicant's prospects of application.
Recommendation letters must be concise, along with formal remarks that should highlight the
candidate's strong attributes and explain why they will be a suitable candidate.

Concept and Application:

A strong recommendation not only helps you to get selected for college or a job but also enhances the
credibility image of that candidate. Since this letter will depict your overall behaviour, capabilities,
skills, and qualities, it is suggested to better follow certain parameters while asking for a
recommendation letter. One must gather information on whom to ask for a recommendation letter, are
they available for the same or not, prepare a resume, etc. All such parameters are kept in mind to get
the desired letter of recommendation. These parameters are discussed below:

1. Select the person from whom you want the letter to be written:
Someone who knows you well and can speak to your character on a personal level will give
you the most effective suggestion. Make a list of whom you want to write your
recommendation letter. You'll probably only need three, but having extras in case something
goes wrong is always a good idea.

2. Share resume and cover letter:

Even if you were known to the person, it is better to share your details, since with time people
do forget some minor details. Moreover, the person who will write your recommendation
letter must have information about your current status of work or education. Also, you must
add the information about your extra-curricular activities which will a plus point for your
recommendation letter. Mention your objective for a particular job or educational course for
which you are applying. Sharing a cover letter will be highly impressive since you can
highlight your previous information on various points.

3. First check the availability:

Since many times people are preoccupied with their tasks, that’s why it is better to speak to a
particular person first to check their schedule before sending them a request for a
recommendation letter. It will be much better if you visit the person by yourself so that it will
refresh the memories they have about you, and you can discuss what kind of recommendation
you require.

4. Send a written request letter:

Once you have confirmed about whom to send, and also confirmed about their time so that
they write the letter for you. Now you can send a formal request letter or mail, for the desired
recommendation letter. In the request letter, you must share the reason for the letter,
information about the position or educational course, cover letter, and resume for your
professional and educational details. Also, you must the date of submission and mode of
submission.

Hence all the above parameters must be kept in check before sending a request letter.
In the case of Lisa as well such parameters must be followed, for getting a desirable recommendation
letter. Below is an example of a request for a letter of recommendation for the post-graduation course
(name of professor and university is hypothetical)
Date: 12.04.2022

Mr. Sharma,
Professor,
ABC University,
Mumbai, Maharashtra.

Subject: Request for Recommendation letter for application to Post-Graduation Program

Dear Mr. Sharma,
I hope you are doing well. My name is Lisa and I was one of your students in the economics class
while persuading my graduation in commerce.
I am in process of applying for a post-graduation program wherein applicants need to provide a letter
of recommendation. Being one of the most supportive professors, you were the first person I thought
to contact for writing a general recommendation letter. I hope you are comfortable writing a letter on
my behalf since I was one of your favourite students.
I still remember that corporate accounting and finance were the subjects that gave me nightmares, but
it was you who supported me and taught me how to focus on my strengths and overcome my
weakness. Your simplifying technique while teaching, it made all my concerns vanish away. It was
your guidance and support; I was able to overcome my fears and came up with flying colors post-
exams.
I remember, during an inter-college paper presentation competition, you guided me and helped to
prepare my entire document for the presentation. It was your encouragement that made me complete
my document and present it with confidence in front of the panel. I also got a reward for my
presentation. And I believe what I got was just because of your encouragement and excellent
guidance.
Currently, I am working in a corporate firm in the finance department for almost 3 years. But I think, I
am always a student who wishes to learn new things and gain knowledge. Hence, I wish to enroll in a
post-graduate program, fulfilling my dream of higher education.
I know you have an occupied schedule, but I would be grateful if I got your affirmation for my
application submission since the college needs the letter by June,25. My resume along with the cover
letter has been attached, for your reference. Moreover, I have added the details of the recipient of the
recommendation letter, and an envelope with a postal stamp is enclosed.
Please let me know if you have any concerns in terms of writing the recommendation letter. I am very
thankful for your time and consideration in writing my letter of recommendation.

Sincerely,
(Signature)
Lisa,
Mobile: 9812347510
Conclusion:
Thus, from the above sample, we can state that an effectively written request can help you to get the
desired endorsement for your application. One must be aware of the facts and details which need to be
mentioned in a request letter since these points will help the writer to memorize the relationship you
had with him or her. On basis that they will prepare your recommendation letter.

Question 3:
Answer 3(a):
Introduction:
A claim letter, also known as a letter of complaint, is a convincing letter written by a customer to a
company or government agency in order to identify an issue with a product or service. Claim letters
are delivered as a legally binding form of communication that can be used as evidence if a claim is
taken to court. In most circumstances, court appearances are unnecessary since the company recipient
often responds with an adjustment letter that settles the dispute.
A claim letter typically begins (and sometimes ends) with a request for changes, such as a refund,
replacement, or payment for damages, though a friendly greeting about the transaction or product may
be preferred.
Concept and Application:
To share your dissatisfaction and issue faced by means of any kind of product or service, you must
write a complaint letter with complete information and problems you faced. One must use a clear and
calm tone in the letter. The reader must be able to understand the matter and also not feel any kind of
threat or insult. The issues should be addressed in a polite way and information must be shared
precisely. While closing the statement, you must mention about required refund or replacement in a
decent, and clear tone. Below are the points to consider before writing the claim letter:
1. Collect all relevant information related to the product or service purchased and the problems
faced by you. For example, the date of order, date of delivery, price of purchasing, and
problems that occurred. If required, one should attach supportive enclosures as well.
2. While writing you must use decent and considerate language.
3. The details mentioned in the claim letter must be succinct. The matter in the letter should be
precise and directed towards the topic only.
4. Be authoritative, yet calm in your tone using the correct verbiage shows that you are serious
about your complaint to the company.
5. The claim letter must be in a standard manner so that it will give a strong impression to the
reader.

Hence, one should use be professional while writing a letter for claim settlement. Even if your
problem is significant, remain courteous when requesting a claim and draught it with a good attitude.
The material should be precise and address the issues you're dealing with directly. Thus, asking for
settlement forcefully will not be a good impression on the reader. One must also avoid a sarcastic and
threatening tone; just remain firm about the problems you faced and demand the type of
reimbursement you want.
Conclusion:
Thus, from the above discussion, we can say that an effective claim letter should be firm, precise, and
calm in the manner of content written in the letter. With well-written content along with details about
the issues faced, correct salutations, and strong closing one can write a claim letter which will give the
reader a positive impact about the problems you faced, and this will bring the solution to your issues.
Hence, the objective of the claim letter is to bring the solution to the issues you have, not to prolong
the issue.

Answer 3(b):
Introduction:
Mr. Jass Javvy is the person who is currently facing an issue in regards to a product that he bought
from Flipkart. The Kitchen aid mixer ordered on January 01, 2022, was a low-quality product and did
not perform well as mentioned in the product specifications. A complaint was made and the product
was returned on 05, January, still, a refund of the amount of Rs.40,000 is pending for two months
even after several follow-ups. In this scenario, it is better to write a firm letter of claim which will
give a strong impact on the customer service team of Flipkart, so that they do the required refund on a
priority basis.
Concept and Application:
Date: 16.03.2022

To,
The Customer Service team,
Flipkart Internet Pvt. Ltd.,
Vaishnavi Summit Ground Floor,
7th Manin, 80 Feet Road, 3rd Block,
Koramangala Industrial Layout,
Bangalore, INDIA 560034.

Subject: Refund request for the returned product.

Dear Sir/Madam,

My name is Jass Javvy, and I ordered a product named Kitchen aid mixer for Rs.40,000 from your
website on 01.01. 2022 but the quality and performance of the product were unsatisfactory. Therefore,
I made a return and refund complaint within the timeline of the return policy of the company, as
mentioned on your website. I returned the product on 05.01.2022 and even got confirmation from the
customer service executive that the entire amount along with the delivery charges will be refunded to
my account.

Unfortunately, I have still not received the refund amount, as assured by the representative of your
company. Since, it has been more than two months, since the date I returned the product, I have not
received any refund. Please expedite and provide a solution to my issues. Being a rightful consumer
according to the consumer act of India, I should be provided with a refund amount on an urgent basis.
I have attached the copies of the purchase order, and transportation receipts for your reference.
I hope, my request gets notified and will get a solution on an immediate basis.

Please feel free to contact me in case of any discussion or queries.

A do appreciate a quick response and thank you in advance for your efforts. Looking forward to your
reply.

Sincerely,

(Signature)
Jass Javvy,