Business communication implementation of the management decisions.
Good communications are
Q.1. What is communication , states its nature & importants ?
Ans:-'The process of passing information and understanding from one person to
another".
Communication is a vital part of direction function. Through communication
messages are sent and received. To communicate is to inform to show or to
spread information. It is the means by which management gets its job done.
Lawrence Apply points out the communication process as follows:-
1. Clarifying the idea or problem.
2. Getting participation in developing a solution to the problem.
3. Transmitting ideas or decisions.
4. Motivating others to take action agreed upon.
5. Measuring the effectiveness of communication.
There are two distinct facets of communication, One is the physical one where 2.
we use a variety of means using ever progressing technology. Due to modern
technology and use of Satellites we broadcast television programmes all over
the world. Satellite phones and internet have added new dimensions to global
and almost instantaneous communication. Thus there is no lacking of any type
of Hi-Tech. means to communicate. Media (print and electronic) serve as
credible and influential agents of communication.
The other aspect which is far more important is the conceptual one. It is
necessary to ensure that recipient of communication understands the contents
of the message being conveyed and that he responds to it in the desired
manner. This apparently simple requirement carries behind it Herculean efforts
of thorough knowledge, clarity and conciseness. The originator must realize the
capacity and capability of the receiver to appreciate the message and to react
correctly. Thus, content and clarity have to be the essential features of the
message being communicated. The content has to be specific, to the point, brief
and couched in simple, understandable and clear language with no ambiguity.
Thus in its modern concept "communication" transcends its traditional meaning
of transmission of message but includes the quality of the message itself
especially the content, conciseness and comprehensibility.
TECHNIQUES OF COMMUNICATION :
Efficient communication needs hardware and software systems of considerable
sophistication. It is obvious, therefore, that their use needs skills and techniques
of high order. In the various phases of Disaster Management, where every
minute and every effort are precious, it is the efficient and flawless
communication which ensures the success of the operation.
Following are the broad areas where skilled communication is required:
1. Mass Education And Public Awareness.
2. Training of industrial personnel
3. Appraisal of Government Authorities
4. Information to Media
5. Use of Wireless set, and amateur radio (Ham)
6. Use of Telephones, Cell phones and satellite phones
7. Use of INTERNET including e-mail
A concerted effort is required to train every originator and each recipient in
order to make the communication effective, so as to achieve the intended
objectives.
MODES OF COMMUNICATION :
With progressive Hi-Tech means a number of sophisticated equipment are being
developed. A broad range of the means of communication is given at Annexure
A. The point to note in this list is that hardly any existing mode will ever be
obsolete despite inclusion of more modern methods.
Media (electronic and print) are very helpful in disaster management related
communications. They serve as very useful conduit between the people and the
disaster management personnel.
the Importance of Office Communication
This is known as 'feedback' process. It is said that the success of an organization
depends on the adequacy of communication. The importance of communication
is as follows:
1. Effective Functioning of the Organization
The efficient functioning of the organisation totally depends on the effective
communication system. A business organisation consists of people and network
of decision affecting them. Managing an organisation is getting things done
through others Communication serves the management and makes everyone
aware of what the organisation wants to achieve.
2. Smooth Running of the Organisation
A smooth running of an organisation greatly depends on the effective system of
communication. It is only through a good and effective office communication
system that effective leadership, good human relations, high morale and
motivation in the organisation can be maintained to ensure success of
management objectives.
3. Proper Planning and Co-ordination
Plans and decisions must be effectively conveyed to those who translate them
into action. Effective communication is essential for quick and successful
essential to co-ordination. Effective communication is a pre-requisite for solving
managerial problems.
4. Exchange of Information
Communication helps executives to acquire more knowledge. It also facilitates
executives to share the acquired knowledge with their subordinates which
results to increase in the overall managerial skill of people in the organization. It
also helps in understanding the problems and offering solutions to them.
5. Human Relations
Most of the conflicts arise due to misunderstood motives and ignorance of facts.
Proper communication helps to minimize friction and maximise mutual
understanding, co-operation and goodwill. A good relation can be created with
the help of an effective method of communication.
Q.2. What are the types of communication ?
Ans:-Communication
This type of communication is characterized by face to face communication
between two individuals. It is conversation or dialogue between two persons
without the use of any machine, such as, telephone.
Thus, words and gestures are used for communication. It is more personal,
direct and intimate compared to the other types of communication in its most
basic sense. It is also called one-to-one communication.
This type of communication is the most dynamic, flexible and most interactional
in nature. There can be maximum exchange of ideas, feelings, needs and goals.
This can be a very casual communication at a coffee shop or serious or formal
discussion between two individuals in an office or outside.
Intra personal communication refers to dialogue taking place within one's own
self or an internal communication. It is an individual's ability to think, feel and
use language for understanding and expressing ideas.
Posts and Telegraphs System:
Postal system came into existence properly in India in the year 1854 with the
help of 700 post offices and Department of Posts was created. Telegraph
Department was added and it became Posts and Telegraphs Department. It
performed both postal services and telegraph services.
In the year 1984, Posts and Telegraphs Department was divided into Postal
Department and Telecommunication Department.
Postal Services:
Postal work is now being performed by Postal Department of India. Formerly, 1,
44,241 post offices were in urban area and 1, 28,559 post offices were in rural
area. There was one post office for ever5,206 persons and one post office in
every 22.16 square kilometer's on 31st March, 1984. More than 99% of the
villages have postal distribution system everyday.
Postal Department provides different types of services to the people.
Distribution of letters is the most important service. Except distributing letters
inside the country, it also helps to send letters to foreign countries and
distributes the letters in proper places which come from foreign countries. Post
offices also help to send money through "money order" from one place to
another place.
Money order system was first started in 1880. Saving through Postal Savings
Bank was started in the year 1882, which now helps to develop the saving habits
of the people. Post offices sell National Saving Certificates and implements
Postal Life Insurance schemes. Pin Code system consisting of six letters was first
started in 1972 to improve the distribution system.
Telegraph and Telephone:
Telecommunication Department provided its telecommunication services after
the invention of telegraph and telephone. Telegraph service was started in the
year 1851 from Calcutta to Diamond Harbor. Within six years of the invention of
the telephone, first telephone service was started in Calcutta during the year
1881-82.
Telegraph and telephone system was very much backward during the time of
independence. In the year 1948, there were only 3324 telegraph offices and it
rose to 37, 424 in April, 1986. Now we have telegraph services in every
metropolitan city, important cities, and towns in a large number of villages.
Telephone services have improved a lot after independence. There were only
321 telephone exchanges in the year 1948, and they increased to 11,480 in the
year 1986. Telephone services are now available in all metropolitan cities, towns
and 7000 large villages. There has been a significant improvement in establishing
link among foreign countries with the development of communication system.
The people who are living in metropolitan cities are now able to establish link
with the foreign countries of the world. Except these, telex services and
international telex services are now provided.
Radio:
In the year 1927, first radio service was started under private ownership
between two stations. These two stations were nationalized in the year 1930
and the radio service was transformed into Indian Broadcasting Service under
the control of the Government. It was again named as All India Radio in the year
1936. Since the year 1957, it has been operating as Akashvani.
In the year 1947, there were only six radio stations and its number increased to
94 in the year 1988. Now 86 percentages of the areas have radio service facilities
and 95 percentage of total population are able to get Akashvani services.
Akashvani not only provides entertainment programmes like play and music but
it also provides other special programmes like news and other cultural
programmes. Special programmes are now being provided by Akashvani for
military personnel, women and children, young masses, students and rural
people. Two Vivid Bharaticentres are providing entertainment programmes from
Bombay and Madras. 29 Commercial Broad Casting Services use their 10
percentage of their total programme hours for advertisement.
Wireless:
Wireless system has been developed in India. Military personnel and police
mainly use this wireless system. The importance of wireless increases during the
period of political or economic crisis.
Television:
Television service was started on an experimental basis first time in Delhi on
15th September, 1959. Second television centre was started in Bombay in 1972.
Five relay centres and 11 independent centres were started in 1986. Near about
70 percentage of the total population were able to see television in the year
1986. The television system of India is known as Doordarshan.
Television provides us news, entertainment programmes and other educational
programmes. As it is visible and audible, it creates more impact on the people
and it is known as an important medium of communication.
Newspapers:
The development of newspapers in India is very much satisfactory. There are
now 36 newspapers which have been publishing for the last 100 years. The
newspaper "The Bombay Samachar published in Gujarat is the first newspaper
of India. Towards the last of the year 1986, there were 26,614 newspapers
registered under "The Registrar of Newspapers". Newspapers are published
from every State and Union Territory except Arunachal Pradesh and
Lakshadweep. Newspapers are more published from Uttar Pradesh.
Newspapers in India are published in 92 languages. Maximum newspapers are
published in Hindi language. Next to Hindi, newspapers are published more in
English.
Four news agencies are operating in India. These are Press Trust of India (PTI),
United News of India (UNI), Samacfiar Varity and Hindustan Samachar.
Q.3. What are the barriersof communication & how to overcome it ?
Ans:-In India if mass communication has to have its maximum impact, the
barriers in the system need to be removed.
At present the mass communication channels like television, radio, films operate
mainly for urban and elite masses and rural population is neglected as far as the
content and accessibility of mass media are concerned. Urban and rural
population has different needs and problems which require different content
and treatment of the messages.
There is not effective two way system established in our mass communication
system because of which no feedback is received on the messages and
programmes leaving no scope for developing relevant, need-based messages.
This restricts interactive and participatory mass communication system. Thus,
there is a need to establish a proper feedback system.
10 most important Barriers to Communication
Communication, which is sent, must reach the receiver in time and it must be
received in the form and in the same seriousness in which the sender is
interested.
Wrong communications or barriers to communications may tend to create
misunderstanding, friction and even misinterpretation. Ultimately it may cause
great damage to the enterprise. Koontz and O'Donnell give the following barriers
to communication:
1. Badly Expressed Messages:
The communication can be expressed using proper words and phrases. Lack of
clarity and precision may lead to errors in communication.
2. Faulty Translations:
If a communication is to be passed on to various people it must be translated to
suit them. 'It is often not enough to pass on a communication word for word;
either it must be put into words appropriate to the framework in which the
receiver operates, or it must be accomplished by an interpretation which will be
understood by the receiver'.
3. Loss by Transmission and Poor Retention:
When communications are passed on from one stage to the other, the accuracy
is lost. Oral communication has this danger. Equally important is retention of the
message. It must be properly grasped.
4. Inattention:
If an oral communication is sent and the listener is not attentive, it may lead to
the failure.
5. Unclarified Assumptions:
If the subordinate interprets a communication assuming differently, it may affect
the process.
6. Insufficient adjustment Period:
When people work under different time, place, shifts, they may not have the
time to receive the full meaning of the communication.
7. Distrust of Communication:
Sometimes messages are changed over the original communication. Such
change may delay action.
8. Premature Evaluation:
Some executives may prematurely evaluate the communication, rather than
"keep an uncompromised position during the interchange".
9. Fear:
If the subordinates are not reporting the truth to their due to scar the
communication gap may lead to severe consequences.
10. Failure to communicate:
Sometimes managers may not communicate due to sheer laziness or even to
embarrass people deliberately.
Effective communication is a good business and very essential for the success of
an organization. It is a two-way process. It may not be possible to achieve
perfect communication. The following are some of the measures which may be
adopted by the management to overcome the barriers and maintain the
effectiveness of communication.
1. Proper Language
The message should be expressed in simple, brief and clear language. Use of
technical terms should be minimized. The words or symbols selected for
conveying the message must be appropriate to the reference and understanding
of the receiver.
2. Clarity and Completeness
Clarity of thought is the first essential of good communication. The language
used should be simple and precise which the receiver can understand easily.
Technical jargons and high sounding words should be avoided.
The contents of the communication should be adequate and complete.
Incomplete message creates misunderstanding and delays in action. The
message should be adequate and appropriate to the purpose of communication.
The purpose of communication itself should be clearly defined.
3. Brevity
All communications should be brief. Unnecessary repetition and over
elaboration should be avoided. The message should be concise and concrete.
The communication must be well- planned and well-constructed.
It is very essential for the management to maintain an efficient flow of
communication in all directions. The flow of information should be regulated to
avoid information overloaded.
4. Attention
Careful listening is essential for effective communication. The receiver should
pay complete attention to the message so that communication becomes
effective. The communicator should convey the message in such a way that the
emotions and sentiments of the receiver are not hurt. Proper listening and open
mind are necessary for this purpose.
5. Integrity
The message sent must be consistent with the objectives, policies and
programmes of the organization. Communication will be more effective if it is
consistent than when it is varied. It is easier to follow consistent messages. To
avoid credibility gap, management must ensure that their actions and deeds are
in accordance with their communication.
6. Feedback
The effectiveness of communication is measured through feedback.
Communication is a two-way process. The communication is complete when the
receiver understands the message.
In case of face to face communication, immediate feedback by seeing the
emotions and expressions on the face of the listener can be of great help to the
communicator. There should be a follow up action to ensure that the message is
rightly understood. All communications should be followed up to generate
feedback.
7. Media
The method of communication to be adopted should be in conformity with the
nature and purpose of the message to be conveyed. The medium and method of
communication should be chosen carefully to suit the particular communication
needs. The equipment and mechanical devices to be used should be carefully
selected and well maintained to prevent breakdowns.
8. Avoid Premature Evaluation
To communicate effectively, one should be a good listener. Superiors should
develop a habit of patient listening and avoid premature evaluation of
communication from their subordinates. This will encourage free flow of upward
communication.
9. Developing Relations
Business requires joint efforts for accomplishing its goals. The need is, therefore,
to develop proper relations among people working in the office. This will
automatically reduce or eliminate behavioral barriers to communication by
encouraging co-operation.
An office manager should respect dignity and authority of his subordinates and
be kind to them. Subordinates should also trust their superiors.
10. Gestures and Action
The way you say something is also very important along with the message for
gestures such as a twinkle of an eye, a smile or a handshake etc. convey
sometimes more meaning than even words spoken or written. The main reason
is that action and deeds often speak louder and clear than words.
Q.4. What are the mediums of oral-communication?states its presentation &
listening skills ?
Ans
Office manager should be familiar with the various devices of communication
and the different factors which should be considered before adopting a
particular communication system. In order to get a good decision over the 5.
means of communication, the following factors may be considered:
1. Quickness/Speed
There are many types of transactions conducted during the business hours. One
must speed up the transmission of message on the basis of importance and
urgency of transaction.
If the party is available in the transacted place, oral communication is enough. If
the party is residing in the same city, telephonic message is good: if outside the
city, message through Subscribers' Trunk Dialing (STD). If much distance is there,
then telegram can also be sent. If the matter is not urgent, a mere letter will be
sufficient.
2. Accuracy
If the accuracy of the message is the prime motive, a letter will serve the
purpose Telephonic conversation might be misheard by the other party.
Even telegrams, sometimes lead to wrong conclusion. Therefore, success can be
reaped by a letter, provided the letter is properly written. Therefore, the
communication medium which is selected should ensure accuracy in the
transmission of messages.
3.Safety
There is always risk when valuables are sent by post. Therefore, for safety
purposes, important documents may be sent by registered post; for further
safety by registered and insured post.
4. Secrecy
In business field, certain transactions have to be kept confidential. When one
aims at secrecy, letter will achieve the aim. In other communication systems,
secrecy may leak out to unwanted persons.
5. Record
Record of the message is essential and is possible only if it is in writing. For this
purpose, duplicate copies of the letters can be preserved and they are good
proof against disputes, relating to the transaction, in future. There is no record
for oral communication.
6. Cost
The cost of communication is also important. Before adopting any system, the
expenses in different means may also be considered. The material cost
(stationery) and labour cost in preparing the letter will also be considered.
7. Distance
Distance between the persons who are parties to communication is an
important factor. If distance is too short, face to face communication is suitable.
If there is distance, message can be transmitted through phone or telegram or
letter.
In the modern society, educational technology has become a panacea for all
educational ills. The electronic future of our country seems to be very positive
and bright in the field of education. The spokesmen of educational technology
proclaim that it has a liberalizing influence on education. Frank. W. Banghart has
rightly observed that, "use of computers for scheduling classes, advanced
techniques for planning and control, technological advances in media and
mechanical and automated laboratory equipment all port and significant change
in how educational institutions will be operated." It has become increasingly
clear that educational technology will improve the quality of education by
replacing the traditional teaching modes and supplementing the teacher-student
interaction.
The Nature of Communication
Communication is more than that. It is an attempt by the individuals involved to
share their own feelings, purposes, and knowledge and to understand the
feelings, purposes and knowledge of the others. Gestures, facial expressions,
posture, space arrangements and time enter into the interaction. Between two
people, communication is a two-way process. As more individuals are involved,
the processes multiply.
Earl Kelly (1952), defined communication as "the process by which a human
being can know to a degree what another thinks, feels or believes. It is the
means by which an individual's need for others can be satisfied. It is the source
of all growth except body building, and the key to human relatedness."
It is obvious from this conceptualization that if the supervisor wishes to
influence or be influenced by teachers, he must communicate. Communication is
the means of learning and growth and therefore, a fundamental element of the
supervisor's effort. The facilitation of supervisor-teacher, teacher-teacher and
teacher-student communication must become a basic focus of the supervisory
behavior system.
C.C. Schrag and O.N. Larsen (1954, p. 360) developed a definition of
communication: "Communication maybe defined as the transmission of
meanings through the use of symbols. When men interact by means of symbols,
they are engaged in communication. The sender and receiver have
communicated only if they identify themselves with each other's situation."
Most concepts of communication include a sender, receiver, message, channels,
medium and effect.
Q.5. What are the type business letter?
Ans:-
Types of Business Letters
Letter writing is a prized skill in the world of work. The higher you advance in
your career, the more you will need to write letters. Letters are more formal and
official than other types of business communication. They offer personal,
verifiable authorization. Unlike e-mail, letters often must be routed through
channels before they are sent out. Letters are the expected medium through
which important documents such as contracts and proposals are sent to readers.
There are four basic types of business letters: inquiry letters, special request
letters, sales letters, and customer relations letters. Business letters can be
further classified as positive, neutral, or negative. Inquiry and special request
letters are neutral, sales letters are positive, and customer relations letters can
be positive or negative.
Inquiry Letters
An inquiry letter asks for information about a product, service, or procedure.
Businesses frequently exchange inquiry letters, and customers frequently send
them to businesses. Three basic rules for an effective inquiry letter are to state
exactly what information you want, indicate clearly why you must have this
information, and specify exactly when you must have it.
Special Request Letters
Special request letters make a special demand, not a routine inquiry. The way
you present your request is crucial, since your reader is not obliged to give you
anything. When asking for information in a special request letter, state who you
are, why you are writing, precisely what information you need, and exactly when
you need the information (allow sufficient time). If you are asking for
information to include in a report or other document, offer to forward a copy of
the finished document as a courtesy. State that you will keep the information
confidential, if that is appropriate. Finally, thank the recipient for helping you.
Sales Letters
A sales letter is written to persuade the reader to buy a product, try a service,
support a cause, or participate in an activity. No matter what profession you are
in, writing sales letters is a valuable skill. To write an effective sales letter, follow
these guidelines: (1) Identify and limit your audience. (2) Use reader psychology.
Appeal to readers' emotions, pocketbook, comfort, and so on by focusing on the
right issues. (3) Don't boast or be a bore. Don't gush about your company or
make elaborate explanations about a product. (4) Use words that appeal to
readers' senses. (5) Be ethical.
The "four A's" of sales letters are attention, appeal, application, and action. First,
get the reader's attention. Next, highlight your product's appeal. Then, show the
reader the product's application. Finally, end with a specific request for action.
In the first part of your sales letter, get the reader's attention by asking a
question, using a "how to" statement, complimenting the reader, offering a free
gift, introducing a comparison, or announcing a change. In the second part,
highlight your product's allure by appealing to the reader's intellect, emotions,
or both. Don't lose the momentum you have gained with your introduction by
boring the reader with petty details, flat descriptions, elaborate inventories, or
trivial boasts. In the third part of your sales letter, supply evidence of the value
of what you are selling. Focus on the prospective customer, not on your
company. Mention the cost of your product or service, if necessary, by relating it
to the benefits to the customer. In the final section, tell readers exactly what you
want them to do, and by what time. "Respond and be rewarded" is the basic
message of the last section of a sales letter.
Customer Relations Letters
These deal with establishing and maintaining good working relationships. They Two of the reasons why reports are used as forms of written assessment are:
deliver good news or bad news, acceptances or refusals. If you are writing an  to find out what you have learned from your reading, research or
acceptance letter, use the direct approach-tell readers the good news up front. If experience;
you are writing a refusal letter, do not open the letter with your bad news; be
 to give you experience of an important skill that is widely used in the
indirect.
work place.
Follow-upLetters. A follow-up letter is sent to thank a customer for buying a
A report is a systematic, well organised document which defines and analyses a
product or service and to encourage the customer to buy more in the future. As
subject or problem, and which may include:
such it is a combination thank-you note and sales letter. Begin with a brief
the record of a sequence of events
expression of gratitude. Next, discuss the benefits already known to the
interpretation of the significance of these events or facts
customer, and stress the company's dedication to its customers. Then extend
evaluation of the facts or results of research presented
this discussion into a new or continuing sales area, and end with a specific
discussion of the outcomes of a decision or course of action
request for future business.
conclusions
ComplaintLetters. These require delicacy. The right tone will increase your
recommendations
chances of getting what you want. Adopt the "you" attitude. Begin with a
Reports must always be:
detailed description of the product or service you are complaining about. Include
accurate
the model and serial numbers, size, quantity , and color. Next, state exactly what
concise
is wrong with the product or service. Briefly describe the inconvenience you
clear
have experienced. Indicate precisely what you want done (you want your money
well structured
back, you want a new model, you want an apology, and so on). Finally, ask for
Various courses require you to write reports (as opposed to essays), notably
prompt handling of your claim.
business and scientific or technical subjects. There are, however, different
AdjustmentLetters. Adjustment letters respond to complaint letters. For an
interpretations of what a report should look like, so it is important that you
adjustment letter that tells the customer "Yes," start with your good news.
check with your course tutors and course documentation as to the report format
Admit immediately that the complaint was justified. State precisely what you are
and content expected. In addition, there is at times some blurring between what
going to do to correct the problem. Offer an explanation for the inconvenience
“essays”, “reports” and “assignments” are, so again check within your
the customer suffered. End on a friendly, positive note. For adjustment letters
department. Much of the advice given in Guide 1.01, How to write an essay, also
that deny a claim, avoid blaming or scolding the customer. Thank the customer
applies to reports.
for writing. Stress that you understand the complaint. Provide a factual
explanation to show customers they're being treated fairly. Give your decision
7. Q.8. How to write notice minutes ,circulars ,memo,email,agenda,etc
without hedging or apologizing. (Indecision will infuriate customers who believe
Ans:-
they have presented a convincing case.) Leave the door open for better and
Some of the major components of a business meeting are : 1. Notice of Meeting,
continued business in the future.
2. Agenda of Meeting and 3. Minutes of the Meeting
Notice of a Meeting:
When a meeting is to be convened, a notice is required to be sent to all who are
Q.6. How to write resume ?
to attend it.
Ans:-
It should satisfy these conditions:
Who else wants to learn the art of writing a perfect Bio-date? Here are few self-
1. It should be under proper authority
tested ways to do so.
2. It should state the name of the organisation
Name
3. It should state the day, date, time, and place. Also, sometimes, how to reach
Date ………………
the place
Present Address
4. It should be well in advance. Some require seven days’ notice, some 48 hours’
Permanent Address
5. It should state the purpose and, if possible, the agenda
Educational Qualification (B.A. (Hons) English from Delhi University in ………
6. It should carry the date of circulation and convener’s/secretary’s signature
(Year))
7. It should go to all persons required at the meet
Securing 76 % marks.
8. It should mention the TA/DA etc. payable and the arrangements for this
Did a one year course of Secretarial Practice at
In practice, it is necessary to ensure that the notice has reached in time. This
Reliance Secretarial Institute,
may be done telephonically. Dispatch section and post are prone to delays
Working Experience
We often find that between the date of a letter from a major public organisation
General Qualifications
and the post mark on the letter, there is a gap of 10-12 days. A notice that
Personal Details
should reach seven days before a meet should not reach seven days after the
New Delhi. Acquired proficiency in:
meet.
Business correspondence, Shorthand, Typing, Operating Computers, &
Agenda:
Secretarial Practice. Shorthand/Typing speed: 120 / 60 w.p.m. respectively.
As stated earlier, an agenda is the list of items to be considered at a meeting. It
Have been working with Bright Light Company, New Delhi, as Office Assistant for
is also called business or order of business. It comes from the Latin word
11/2 years. The job involves handling of routine correspondence, filing taking
agendum (singular) which means ‘a thing to be done.’ But agenda (the Latin
dictation and answering visitors' queries.
plural) is used as a singular noun.
Can speak Hindi, Punjabi and Marathi fluently and have working knowledge of
It is the route map of the meeting. The specimen notices above already contain
Gujarati and Bengal.
a hint of how it is written. The agenda may be a part of the notice or may be
Excellent health: Have been a good player of hockey during college days.
attached as an annexure. The convenor/secretary prepares it in consultation
Present Emoluments
with the chairperson and gets his approval.
Salary Expected
The items of agenda should cover all that is necessary to be considered at that
The present trend is slightly different. Mostly the applicants send a bio-data to
time. Meetings take time and effort to arrange; hence the agenda has to be well
the prospective employer along-with a Covering Letter. This Covering Letter may
thought out.
be as small as that of two-three sentences, but in the style of a formal letter. A
The items may be devised from:
few examples of such letters are given below:
(a) Previous minutes
(b) Suggestions received
Q.7. What are the procedure of report writing ?
(c) Actions and events since last meeting
Ans:-A report is written for a clear purpose and to a particular audience. Specific
(d) Correspondence of the organisation
information and evidence are presented, analysed and applied to a particular
The agenda contains routine items as well as special ones.
problem or issue. The information is presented in a clearly structured format
Here are some guidelines for listing the items:
making use of sections and headings so that the information is easy to locate
1. Apologies from absent members (need not be written previously)
and follow.
2. Condolences if any (may or may not be written previously)
When you are asked to write a report you will usually be given a report brief
3. Reading and approval of minutes of the last meet
which provides you with instructions and guidelines. The report brief may
4. Matters arising out of previous meet’s minutes (this need not always be
outline the purpose, audience and problem or issue that your report must
mentioned)
address, together with any specific requirements for format or structure. This
5. Urgent and non-controversial items
guide offers a general introduction to report writing; be sure also to take
6. Matters requiring closer discussion and debates
account of specific instructions provided by your department.
7. Any new, on-the-spot items with the approval of the chairman
8. Date of the next meet.
The last item in a meeting is a vote of thanks to the chairman but this need to be
mentioned. The items are mentioned briefly or elaborately according to the
practice or need.
The style used is as follows:
(i) Appointment of auditors
(ii) Induction of new members
(iii) Reading of minutes
(iv) Felicitating so-and-so on the award of Padmashri to him/her
OR
(i) To read and approve the minutes of the previous meet
(ii) To consider the advertisement draft
(iii) To organize a blood donation camp
(iv) To appoint sub-committees for sports competition and music competition
The agenda should be manageable within the time at disposal. Some clubs have
a time limit for the duration of a meeting (e.g. 90 minutes), which automatically
dictates the scope of discussion.
Minutes of the Meeting:
The minutes of a meeting are the record of the discussions/decisions therein.
They have an official status; they are useful in law, and in some cases required
by law to be written. Minutes are final when they are approved by the members
of the group to which they relate, generally in the next meeting, and signed by
the chairperson.
Even if there are emotional moments in a meet, the minutes are written in an
unemotional manner, are cool, factual, impersonal, and impartial. Moreover,
such are the demands of time on most people that the minutes should be
concise, boiled down to the essentials.
Only some organizations’ require that they record the detailed discussions as
well (i.e. who said what and what were the reactions… until the decision was
reached). Normally, the body of the minute’s records.
(a) The motions and amendments thereto
(b) The proposer and seconded of motions
(c) The details of voting, if any
(d) Recommendations
(e) Decisions/ resolutions
(f) Tasks assigned to individuals, sub-committees
The overall minutes should give:
1. The name of the organisation/ unit
2. Day, date, time and place
3. Number in order (e.g. 33rd meeting of…)
4. Names of chairperson and secretary
5. Names of members present
6. Names of the absent
7. Attendees by special invitation, e.g. auditor, caterer, etc.
8. Record of the transactions (on the guidelines given above)
9. Signature of secretary and, after approval, that of the chairman.
Tips for writing minutes:
The minutes are written generally by the secretary from the notes taken during
the meet. He/she can use the agenda as the framework for writing them and use
short forms, shorthand etc. to take quick and accurate notes. He may have to
ask members to repeat their words to get them right.
He should note down all the particulars needed for the fair copy of minutes. The
items of the minutes can be written under short headings such as are used in the
agenda.
(As for reading them, some committees circulate them in advance and take
them as read. Otherwise the reader should read them loudly, clearly, and
quickly.)
Style wise, they use one of these constructions:
a. It was resolved that the minutes of the previous meeting be approved.
b. It was decided that a sub-committee be set up to consider
c. Resolved that a blood donation camp be held on 15th August. (The verb is used
in the subjunctive mood: “be done, be appointed”, etc.)
Alternatively, the description is given in the past tense:
1. Minutes of last meet:
The secretary read out the minutes of the meet dated… and they were
approved.
2. Donation received:
The chairman informed that he had received a donation of Rs. 50,000 from ex-
member Mr. GopalRathi.
At the time of approval, the chairman asks, “Do you accept the minutes as they
stand?” OR “Any matters arising out of the minutes?”
Your ability to write good minutes can earn you a prize position in an
organisation. Also, if you hold a position and do not know how to write minutes,
you may face embarrassment.
Q.9.What do you mean by soft-skill, what are the importance of
interpersonallskill .
Ans:-
Soft skills is a synonym for "people skills." The term describes those personal
attributes that indicate a high level of emotional intelligence.
Unlike hard skills, which describe a person's technical skill set and ability to
perform specific tasks, soft skills are broadly applicable across job titles and
industries. It's often said that hard skills will get you an interview but you need
soft skills to get -- and keep -- the job.
Good manners, optimism, common sense, a sense of humor, empathy and the
ability to collaborate and negotiate are all important soft skills. Other soft skills
include situational awareness and the ability to read a situation as it unfolds to
decide upon a response that yields the best result for all involved.
Another important soft skill is adaptability. An employee with this attribute has
the ability to work in various situations equally well and move from one situation
to another with ease and grace. The ability to be diplomatic and respectful even
when there are disagreements is also a key soft skill. This skill requires the
employee to maintain a professional tone and demeanor even when frustrated.
An employee with a high level of emotional intelligence has good
communication skills. He can clearly articulate goals and can work in a team. He
knows when to take a leadership role and when to sit back. He knows when to
speak, when to listen and when to suggest a compromise.
Business leaders value technologists who have soft skills because they have
empathy and the ability to adjust their communication to the audience at hand.
Although many individuals inherently possess these abilities, others must work
to develop them. Asking family and trusted colleagues for feedback can also help
employees identify which soft skills require improvement as can simply
observing and emulating how others successfully interact with others and
handle difficult interpersonal situations. A professional coach, self-help books
and articles on leadership can assist in this process, as can self-assessment tools
like the Myers-Briggs personality profile test.
Interpersonal/Communication skills
(i) Effective communication
Communication is an important process which is used by an individual to
transfer ideas, information or feelings to others. Unless
the communication is effective, the purpose of communication fails. Effective
communication skill helps to express oneself both verbally and non-verbally
through gestures, in way that messages are not distorted and, moreover, it is
appropriate to one's culture and situation.
Therefore, effective communication includes active listening, ability to express
feelings and giving appropriate feedback.
(ii) Negotiation/refusal skill
Sometimes, an individual is put in a situation, where he/she does not want to
remain for a long time. This induces lot of dissatisfaction in an individual. For
example, a child is bullied or abused by his/her classmates. This can put him/her
in a state of depression or detachment.
Then, negotiation skill will help that child to negotiate, without getting
aggressive towards them and thus helping him/her to become more acceptable.
(iii) Empathy
It is an ability to imagine and understand what life is like for another person,
even in a situation that you may not be familiar with. It is important for an
adolescent to develop positive outlook towards others and feeling of
cooperation, which is necessary for preparing the foundation for adulthood.
(iv) Interpersonal skill
Team work is required to the successful completion of a project. For example, if
you want to organise an exhibition in your school, then, who all will provide you
help? The Principal, your colleagues, or the fellow students? The skill, which is
required to co-ordinate work with The involvement of the people, is called
Interpersonal skill. This skill helps an individual to relate in a positive way with
fellow beings.
Development of this skill enables an individual/adolescent to be accepted in the
society. He/she also develops the acceptance of social norms, which is essential
to prevent an adolescent to follow delinquent behaviour.
Importance of Interpersonal Communication Skills
Interpersonal Skills are the skills we use when engaged in face-to-face
communication with one or more other people.
What we say is an important way of getting our message across - see Verbal
Communication and Effective Speaking - but using our voice is only the tip of
the iceberg. We actually communicate more information using non-verbal
signals, gestures, facial expression, body language even our appearance - see our
pages: Non-verbal Communication, Personal Presentation and Personal
Appearance for more information.
Listening is a vital interpersonal communication skill. When we communicate
we spend 45% of our time listening. Most people take listening for granted but it
is not the same as hearing and should be thought of as a skill. OurListening
Skills page acts as an introduction to the subject and lists the ten principles of
listening. Active Listening provides a lot more information about how to listen
effectively and can help you to avoid misunderstandings. We also have a page
on Ineffective Listening, you may recognise some of the bad habits you or other Q. 11. What are the business etiquette?
people have picked up when listening. Reflection and clarification are both Ans :-
common techniques used to ensure that what you have heard and understood is Etiquette and communication are considered “soft” skills, but they are vitally
what was intended - you can find out more on our important to the successful conduct of a business. Appropriate behavior
pagesReflecting and Clarification. establishes trust among business contacts, and a good flow of communication
improves the efficiency of any enterprise. Both of these outcomes can add
Q.10. What GD ?how to participate in GD ? materially to a business’ bottom line.
Ans:-GroupDiscussion and what are its types First Impressions
In this method the effective participation of students, is made possible, in the When you are dealing with contacts outside of your own organization, etiquette
teaching-learning situation. In this method both the teacher and the students and communications skills contribute to projecting an excellent first impression.
discuss the pros and cons of the problem and then arrive at some tangible If you are trying to make a sale or close a deal, this is vital. People you come in
conclusion. Thus "Discussion is a thoughtful consideration of relationships contact with will assess you by how you dress, your personal grooming, your
involved in the topic or the problem under study. These relations are to be body language, your handshake and the fluency of your communications skills.
analysed, compared, evaluated and conclusions are drawn. The discussion All of these together add up to your professional image.
requires a statement or enumeration of the facts to be analysed. In discussion Colleagues
mere allegations un-supported by evidence are of little value." Communicating with colleagues is a vital yet often overlooked skill. Any credible
Types of Discussion organization should have good formal channels of communication set up, so that
Mainly there are two types of discussion: information is shared efficiently and duplication of effort is minimized. If you are
(i) Spontaneous discussion, and (ii) Planned discussion in charge of a team of employees, you should make an effort to communicate in
(i) Sportaneous Discussion an open and approachable manner. The way you interact with your workers,
It generally starts from students question about some current event that may be especially your listening skills, helps them to feel valued and engaged. Similarly,
related to the topic under study. Such a discussion is quite helpful to students as if you are an entry-level employee, the expertise of your communications skills
it helps them to understand current events to analyse and relate facts to real life contributes significantly to your speed of promotion.
situations In such a discussion the knowledge of facts is reviewed and an Overseas
understanding is developed. Business etiquette and appropriate communication vary in different cultures. If
(ii) Planned Discussion you are on a business trip abroad, research beforehand the established business
Such discussion may be initiated by the teacher by asking one student to present etiquette in your destination country. This might involve modifying the way you
reports and others to discuss them in detail. This technique needs a careful dress, the way you greet people and the subjects that are appropriate to bring
planning by the teacher by including pertinent facts to the class and unitying up in a business meeting.
them in the form of conclusions. An extensive list of questions is made by the Training
teacher and these should be injected into the discussion at appropriate time. The importance of soft skills such as etiquette and communication is leading to
The teacher should at times emphasise a point and should see that all relevant an increase in the number of training courses and consultants who specialize in
points are covered during discussion. this area. In addition, many Master of Business Administration courses include
Advantages of Discussion Method etiquette and communications modules, often as part of orientation for students
It follows a spiral of learning principles. so that these skills are mastered early.
It is found to work well to the related content courses.
It helps in motivating the students through their participation in discussion.
It helps in developing students ability to express himself orally.
It helps to develop the powers of thinking and reasoning in the students.
It helps the students in analysing critically and drawing conclusion judiciouly.
It helps in creating a healthy rapport between the teacher and the taught.
Disadvantages of Discussion Method
(i) In this method there is a chance that only a few students may dominate the
whole discussion.
(ii) It is possible that discussion is initiated on those aspects of the problem with
which few prominent students of the class are concerned.
(iii) In this method there are chances that the students may be
(iv) This method is time consuming.
(v) This method is not adaptable to all teaching-learning situations.
(vi) In this method it is very difficult to assess all the students in terms of learning
outcomes.
Organisation and Control
Following procedure may be adopted for organisation and control of discussion:
(i) The discussion may be started by the students by giving facts, describing a
situation etc.
(ii) The teacher may introduce the topic by providing data. Discussion should be
stimulated by way of questioning by the teacher.
(iii) The teacher in cooperation with the students should finalise important
points and relevant facts.
(iv) For making the discussion interesting and lively it is desirable to cite the
personal experiences of the students relating to the topic.
(v) Illustrative material te collected from various sources (e.g. museum other
community resources etc.) and presented in the class.
(vi) Various proposed solution given by students be presented to the class.
(vii) The summary of the work done and problems discussed be prepared by
student leaders.
(viii) Debate-discussion should be initiated by pairs of students on significant and
controversial topics.
(ix) Panel discussions, round table discussions, open forums and symposia
should be arranged as per nature of the study. Such type of discussions may
have far reaching values for socialisation of class-room discussion
The extent of success of the discussion depends primarily on the ability of the
teacher in securing the whole hearted cooperation of the students and selecting,
organising and conducting group discussions. In case teacher finds that student
volunteers are not forthcoming, then he should ask students to relate their
experiences in such a way the whole of the class is represented.