JM,RCET.

2009

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TOPICS
NATURE & PROCESS OF COMMUNICATION MEDIA TYPES PRINCIPLES OBJECTIVES BARRIERS IMPORTANCE OF EFFECTIVE COMMUNICATION
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COMMUNICATION HAS FOUR SPECIFIC SKILLS LISTENING SPEAKING READING WRITING

According to researchers we spend 50%-80% of our waking hours in communicating of thisAbout 30% is spent in speaking About 15% is spent in reading About 45% is spent in listening About 10% is spent in writing
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Communication is an integral part of life. From birth to death , every human being is communicating in his /her own way ,be it with birds ,animals, trees or human beings.

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NEED FOR COMMUNICATION

COMMUNICATION STEMS FROM THE DESIRE TO EXPRESS ONESELF HUMAN BEINGS HAVE THE URGE TO CONVEY FEELINGS, IDEAS &THOUGHTS DESIRE FOR COMMUNICATION VARIES FROM PERSON TO PERSON & TIME TO TIME
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FEATURES
It is a process. It involves interaction & transaction. It is inevitable. It is meaning based. It is a two way traffic. It is a social process. It is a dynamic process. It is a continuous process. Needs proper understanding.
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DEFINITION & NATURE

The word communication originates from the Latin word communis, which means common or communicare which means to share. Thus if a person effects communication, he establishes a common ground of understanding. Literally ,communication means to inform, tell, show, or spread information.
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DEFINITIONS
Communication can be defined in many ways. A few well known definitions are reproduced below Communication is an exchange of facts, ideas, opinions or emotions, by two or more persons. George Terry Effective communication is purposive interchange, resulting in workable understanding & agreement between the sender & receiver of a message. Robert Anderson
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Continued

Administrative communication is the transmission is a process which involves the transmission & accurate replication of ideas ensured by feedback for the purpose of eliciting actions which will accomplish organizational goals. William Scott Communication is the process by which information is transmitted between individuals &/or organizations so that an understanding response results. Peter Little
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Continued.

The above definitions point out some common points about communication The process of communication involves exchanging facts, ideas, opinions or emotions between two or more persons. Feedback is an essential aspect of communication. The main purpose of communication is to inform, or to bring round to a certain point of view, or to elicit action.
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COMMUNICATION SITUATION
The communication situation is said to exist when1. There is a person (sender / transmitter) desirous of passing on some information; 2. There is another person ( receiver) to whom the information is to be passed on ; 3. The receiver partly or wholly understands the message passed on to him; 4. The receiver responds to the message,i.e., there is some kind of feedback.
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COMMUNICATION PROCESS

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COMMON FRAME OF REFERENCE

encodes
Message sender Channel Sent Received Receiver Respon se

decodes

Semantic Gap

Feedback

Process of Communication
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THE COMMUNICATION CYCLE/ PROCESS

COMMUNICATION IS A PROCESS. The transmission of the senders ideas to the receiver & the receivers feedback to the sender constitute the communication cycle. The main elements of this cycle / process are: 1. SENDER : the person who feels the need to express certain thoughts or ideas is known as sender. 2. ENCODING of MESSAGE :encoding is the process by which the sender translates his thoughts/ ideas into appropriate message, using the medium that is shared between the sender &the receiver.
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4. CHANNEL :It is the media through which the message passes .E.g., oral ,written, E-mail, fax etc. 5. RECEIVER : It is the receiver who receives & tries to understand the message. 6. DECODING THE MESSAGE: Decoding is the process of comprehending the meaning & sense of the message. 7. FEEDBACK : Feedback is the receivers response to the message sent by the receiver. BRAIN-DRAIN/NOISE/SEMANTIC GAP: this refers to any sort of internal or external interference which comes in the way of effective communication. COMMON FRAME OF REFERENCE : refers to a common background ,purpose, & interest within which the sender & the receiver interact.
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feedback

sender receiver

Message/ channel
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MEDIA OF COMMUNICATION

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The most common medium of communication is language. While speaking we often resort to physical gestures. We wave our hands, shrug our shoulders, smile & nod to reinforce what we say. Besides, we have several other means to communication available to us We use non-linguistic symbols such as traffic lights, road signs, railway signals to convey information relating to the movement of vehicles & trains.

We also use telegraphic code for quick transmission of messages.

Secret codes for communicating defense & other highly confidential information. For communication all these codes are valid in their special frames of reference.
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For communication to be effective the communicator has to be very careful in the choice of media, which

Depends on various factors like : The urgency of the message The time available The expenditure involved The emotional & intellectual level of the speakers

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CLASSIFICATION OF MEDIA All the media available can be classified into five broad categories:

Written communication

Oral communication

Visual communication

Audio-visual communication

Computerbased communication
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WRITTEN COMMUNICATION
LETTERS MEMOS NOTICES TELEGRAMS MINUTES FORMS MANUALS QUESTIONNAIRES CIRCULARS, ETC
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WRITTEN COMMUNIATION
MERITS : 1. Accurate & precise 2. Repeatedly referred to 3. Permanent record 4. Legal document 5. Wide access 6. Assignment of responsibilities
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DEMERITS
1. TIME CONSUMING 2. COSTLY 3. QUICK CLARIFICATION NOT POSSIBLE

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ORAL COMMUNICATION
FACE-TO-FACE COMMUNICATION TELEPHONIC CONVERSATION RADIO BROADCASTS INTERVIEWS GROUP DISCUSSIONS INTERVIEWS MEETINGS CONFERENCES,SEMINARS , SPEECHES ANNOUNCEMENTS, ETC.
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ORAL COMMUNICATION
MERITS : 1. SAVES TIME 2. SAVES MONEY 3. POWERFUL MEANS OF PERSUASION & CONTROL 4. CONVEY SHADES OF MEANING 5. IMMEDIATE FEEDBACK 6. IMMEDIATE CLARIFICATION 7. CAN BE INFORMAL 8. MORE EFFECTIVE FOR GROUPS
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DEMERITS
1. UNSUITABLE FOR LENGTHY MESSAGES 2. MESSAGES CANT BE RETAINED FOR LONG 3. NO LEGAL VALIDITY 4. CHANCES OF MISUNDERSTANDING 5. ASSIGNMENT OF RESPONSIBILITIES BECOMES DIFFICULT 6. NOT POSSIBLE IF SENDER & RECEIVER ARE PLACED DISTANTLY
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FACE TO FACE COMMUNICATION

MERITS 1. FACIAL EXPRESSIONS & GESTURES HELP TO COMMUNICATE BETTER 2. PARTICULARLY SUITABLE FOR DISCUSSION 3. IMMEDIATE FEEDBACK POSSIBLE

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DEMERITS
1. DIFFICULT TO PRACTISE IN LARGESIZED ORGANIZATIONS 2. NOT EFFECTIVE IN LARGE GATHERINGS 3. INEFFECTIVE IF THE LISTENER IS NOT ATTENTIVE

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VISUAL COMMUNICATION
GESTURES & FACIAL EXPRESSIONS TABLES & CHARTS GRAPHS DIAGRAMS POSTERS SLIDES FILM STRIPS, ETC
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VISUAL COMMUNICATION
SUITABLE ONLY TO COMMUNICATE ELEMENTARY & SIMPLE IDEAS COMMUNICATION IS SURE & INSTANTANEOUS CAN BE EFFECTIVE IF COMBINED WITH OTHER MEDIA

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AUDIO-VISUAL COMMUNICATION
TELEVISION CINEMA, FILMS

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AUDIO-VISUAL COMMUNICATION
MERITS 1. MOST SUITABLE FOR MASS PUBLICITY & MASS EDUCATION

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COMPUTER-BASED or ELECTRONIC COMMUNICATION E-MAIL VOICE MAIL CELLULAR PHONES FAX ,ETC.

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COMPUTER-BASED COMMUNICATION
MERITS 1. QUICKEST MEANS OF COMMUNICATION 2. THE BARRIER OF SPACE CONQUERED 3. VIDEO-CONFERENCING CAN REPLACE PERSONAL MEETINGS 4. STORAGE & RETRIEVAL OF PERMANENT RECORD HAS BECOME EASIER 5. WWW-BETTER CUSTOMER SERVICE,BETTER DISSEMINATION OF INFORMATION
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DEMERITS
1. UNCERTAIN LEGAL VALIDITY 2. FEAR OF UNDESIRABLE LEAKAGE 3. THE VIRUS MALADY

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SILENCE IS MORE ELOQUENT THAN WORDS Silence can communicate a number of responses. e.g. An employee requests his boss for a raise in his salary & the boss remains silent: it signifies refusal. Disapproval, anger, resentment, lack of interest etc. can be effectively communicated through silence. easily.

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 The most effective use of silence can be made by giving a slight pause before or after making an important point during a speech, as it catches the attention of the audience easily

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Every firm, or a similar organisation,has an organizational pattern to carry out its activities. It has a hierarchical line of authority along which runs a communication channel used for transmitting all written & oral messages. The structure applicable to all firms in its broadest outlines can be diagrammatically represented in the following manner:
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Organizational set-up
BOARD OF DIRECTORS

MANAGING DIRECTOR

DEPARTMENTAL MANAGERS

SUPERVISORS

CLERKS & OPERATIVES

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TYPES OF COMMUNICATION IN AN ORGANIZATION

FORMAL

INFORMAL

VERTICAL

HORIZONTAL

GRAPEVINE CONSENSUS

DOWNWARD UPWARD

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Types of communication
INTERNAL-within the organization EXTERNAL- outside the organizations

I.) FORMAL : I. VERTICALi.DOWNWARD ii.UPWARD 2. HORIZONTAL 3. CONSENSUS II.) INFORMAL i. GRAPEVINE

OTHER BUSINESS HOUSES BANKS GOVERNMENT OFFICES THE PRESS CUSTOMERS GENERAL PUBLIC
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Difference between formal & informal Communication FORMAL COMMUNICATION INFORMAL COMMUNICATION 1. IT CARRIES MESSAGES AT A 1. IT IS SLOW MOVING PROCESS. FAST SPEED . 2. IT IS BASEVD UPON INDIRECT 2. IT IS BASED UPON DIRECT DOCUMENTS. GESTURES & VERBAL TALKS. 3. IN IT THE PROOF OF SENDING 3. THERE IS NO PROOF FOR COMMUNICATION IS KEPT. SENDING IT. 4. IT IS THE RESULT OF 4. IT IS THE RESULT OF AUTHORITIES GRANTED & INTIMATE RELATION DUTIES ASSINGED BY BETWEEN THE EMPLOYEES. EMPLOYER. 5. IN IT THERE ARE CHANCES OF 5. MESSAGES ARE CLEAR IN SPREADING BASELESS WRITING .HENCE THERE IS NO RUMOURS & CREATING CAUSE FOR RUMOUR & MISUNDERSTANDING. MISUNDERSTANDING. 6. MESSAGE MAY NOT BE 6. MESSAGES ARE AUTHENTIC AUTHENTIC UNDER THIS.
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FORMAL COMMUNICATION

It refers to the official communication which take place following the chain of command in an organization. ADVANTAGES: 1. ORDERLY FLOW OF INFORMATION 2. IDENTIFIED SOURCE 3. AUTHENTIC INFORMATION 4. JUSTIFICATION OF AUTHORITY( SUPPORTS THE SUPERIORS AUTHORITY ) 5. ANSWERABILITY FOR ACTIONS 6. CONTROL
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DISADVANTAGES
1. 2. 3. 4. 5. TIME CONSUMING LACK OF PERSONAL TOUCH DISTORTION CONTROLLED PRIMARILY BY MANAGERS MOSTLY DIRECTIVE OR RESTRICTIVE IN NATURE 6. DOES NOT LEAVE MUCH SCOPE FOR FREE FLOW OF COMMUNICATION/INFORMATION
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DOWNWARD/ UPWARD-COMMUNICATION

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DOWNWARD COMMUNICATION Downward communication moves from a superior to the subordinate staff. MAIN OBJECTIVES: 1. To give directives 2. To explain policies & organizational procedures 3. To apprise the subordinates of their performances( gives job satisfaction ) 4. To give information to the subordinates about the rational of their job( what is expected of them & the extent of their authority ) 5. To intimate them about the organizational goals
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MEDIA
Downward communication may be both oral & written. The various media used for downward communication are1.Letters 2.Circulars 3.Manuals 4.Bulletins ,etc 5. house journals ( newsletters, newspapers )

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LIMITATIONS
UNDER ( incomplete ) & OVER COMMUNICATION DELAY LOSS OF INFORMATION DISTORTION BUILT-IN-RESISTANCE( smacks of too much of authoritarianism )

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To make it effective1.managers should be adequately informed 2 .Managers should be clear about how much to communicate 3.Lines of communication should be short 4. Information should be passed on to the correct person 5. Use simple language
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UPWARD COMMUNICATION
Upward communication moves from the subordinate staff to the superiorsIMPORTANCE: PROVIDES FEEDBACK OUTLET FOR PENT-UP EMOTIONS CONSTRUCTIVE SUGGESTIONS EASIER INTRODUCTION OF NEW SCHEMES GREATER HARMONY & COHESION
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LIMITATIONS
EMPLOYEES ARE RELUCTANT TO EXPRESS THEMSELVES GREAT POSSIBILITY OF DISTORTION BYPASSED SUPERIORS FEEL INSULTED FEAR OF BEING CRITICIZED

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TO MAKE IT EFFECTIVE
1. KEEP AN OPEN DOOR POLICY 2. INSTAL COMPLAINT & SUGGESTION BOXES AT CONVENIENT PLACES 3. ORGANIZE SOCIAL GATHERINGS FREQUENTLY 4. INITIATE DIRECT CORRESPONDENCE WITH THE EMPLOYEES 5. WORKERS MUST BE COUNSELLED FROM TIME TO TIME TO SOLVE THEIR PROBLEMS 6. REPORTS MAY BE ASKED TO BE SUBMITTED AT REGULAR INTERVALS
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HORIZONTAL COMMUNICATION
It is communication between departments or people on the same level in the managerial hierarchy of an organization. For e.g.Workers communicating with other workers, Clerks exchanging information,etc. IMPORTANCE : It promotes understanding & coordination among various departments Known for accuracy, quickness & faster passing of information. Promotes harmonious relationship, social & emotional support among the employees.
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 HORIZONTAL COMMUNICATION CAN TAKE PLACE BETWEEN: 1. MEMBERS OF DIFFERENT WORK GROUPS 2. MEMBERS OF DIFFERENT DEPARTMENTS OPERATING AT THE SAME LEVEL 3. MEMBERS OF A PARTICULAR WORK GROUP
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METHODS OF HORIZONTAL COMMUNICATION

IT IS CARRIED ON THROUGH FACE-TO FACE DISCUSSION TELEPHONIC TALK PERIODICAL MESSAGES MEMOS,LETTERS, BULLETIN BOARDS HAND-BOOKS ANNUAL-REPORTS CONFERENCES, MEETINGS GRAPEVINE , RUMOUR,ETC
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HORIZONTAL COMMUNICATION:
PRODUCTION SALES

PURCHASE

ACCOUNTS

PUBLIC RELATIONS ADMINISTRATION

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 The objectives of lateral communication are: 1. To coordinate among various individuals or departments. 2. To solve problems 3. To resolve conflicts among various employees of the department 4. To exchange information among various employees of the department 5. To promote social relations among various employees in the organization.
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LIMITATIONS
CREATES CONFUSION CREATES CONFLICTS LEADS TO DISTRUPTION

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INFORMAL COMMUNICATION : Communication between individuals & groups which is not officially recognized is known as informal communication. Grapevine The network or pathway of informal communication is known as grapevine. Rumour Rumour is grapevine information which is communicated without authentic standards of evidence being present.

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GRAPEVINE
It is an informal channel of communication. Primarily a channel of horizontal, it can flow even vertically & horizontally. It takes place through informal talks, chats, conversations & the like. IMPORTANCE: A SAFETY VALVE ORGANIZATIONAL SOLIDARITY & COHESION SUPPLEMENT TO OTHER CHANNELS QUICK TRANSMISSION FEEDBACK
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DEMERITS
DISTORTION OF INFORMATION MAY TRANSMIT INCOMPLETE INFORMATION TRAVELS WITH DESTRUCTIVE SWIFTNESS

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TO USE GRAPEVINE EFFECTIVELY

THE MANAGER SHOULD KEEP AN EYE ON THE RUMOUR MONGERS USE IT PRIMARILY FOR FEEDBACK CONTRADICT RUMOURS PROMPTLY INVOLVE THE WORKERS IN THE DECISION MAKING PROCESS

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TYPES
1. SINGLE STRAND : FLOWS LIKE A CHAIN 2. GOSSIP : ONE PERSON TELLS EVERYBODY ELSE 3. PROBABILITY ( RANDOM ): INFORMATION MAY MOVE FROM ANYBODY TO ANYBODY 4. CLUSTER : MOVES THROUGH SELECTED GROUPS
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GRAPEVINE COMMUNICATION:

G
F B

A
E C

D
GOSSIP
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E D C
B
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SINGLE STRAND.
78

CLUSTER

A B
F C H

D J
I

L K

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PROBABILITY

B
C D A

G E
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CONSENSUS
IT IS THE PROCESS OF ARRIVING AT AGREEMENT THROUGH CONSULTATION. CONSENSUS IS NOT UNANIMITY, BUT DISSENT IS NOT EXPRESSED IN THE LARGER INTEREST. ADVANTAGES : CONSENSUS DECISIONS EASY TO ACCEPT. PROMOTES HARMONY,CHECKS CONFLICTS & SPLITS.
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DISADVANTAGES
DISSENT IS OFTEN STIFLED IN THE NAME OF CONSENSUS. MAY DEGENERATE INTO A PROCESS OF MUTUAL ACCOMMODATION, MAY PROJECT A FALSE IMAGE OF THE MANAGEMENT.

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PRINCIPLES OF COMMUNICATION
CLARITY COMPLETENESS CONCISENESS COURTESY CORRECTNESS CONSIDERATION CONCRETENESS CREDIBILITY
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 CLARITY : 1. WHAT IS THE OBJECTIVE OF COMMUNICATON ? 2. WHAT IS TO BE COMMUNICATED ? 3. WHICH MEDIUM WILL PROVE TO BE THE MOST SUITABLE FOR THIS PURPOSE ? CLARITY OF EXPRESSION : 1. USE SIMPLE WORDS 2. USE CONCRETE EXPRESSIONS 3. AVOID JARGON 4. AVOID AMBIGUITY
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e.g.Go . Slow work in progress. It should have been- Go slow. Work in progress. The marketing manager, said the chairman, is a fool. The marketing manager said, the chairman is a fool .
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COMPLETENESS : For completeness see that you have1. Answered all the questions, 2. Check for 5 w questions who, what, where, when & why. CONCISENESS : To achieve conciseness in your messages1. Include only relevant facts 2. Avoid repetition 3. No verbosity 4. Proper organization of the message
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CONSIDERATION : 1. ADOPT THE YOU ATTITUDE 2. AVOID GENDER BIAS 3. EMPHASIZE PLEASANT, POSITIVE FACTS, 4. WRITE ONLY WHAT YOU SINCERELY FEEL TO BE CORRECT (INTEGRITY ) COURTESY : 1. ANSWER THE LETTERS PROMPTLY 2. OMIT IRRITATING EXPRESSIONS 3. APOLOGISE SINCERELY FOR ANY OMISSIONS 4. THANK PROFUSELY FOR ANY FAVOURS
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CORRECTNESS : 1. GIVE ONLY CORRECT FACTS 2. SEND YOUR MESSAGE AT THE CORRECT TIME 3. SEND YOUR MESSAGE IN THE CORRECT STYLE CREDIBILITY : IT BUILDS TRUST. IF THE SENDER CAN ESTABLISH HIS CREDIBILITY, THE RECEIVER HAS NO PROBLEM IN ACCEPTING HIS STATEMENT.
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CONCRETENESS : It means to be specific, definite & vivid rather than vague & general. For message to be concrete1. USE SPECIFIC FACTS & FIGURES- e.g. Vague- Goods are soon being dispatched. Concrete- Goods will be dispatched on 15 September. 2. CHOOSE VIVID WORDS-Words which immediately click
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THE 4 Ss OF COMMUNICATION
Besides the seven c s of communication some also consider the four s s of communication which are SHORTNESS- ( MESSAGE SHOULD BE BRIEF) SIMPLICITY- ( BOTH IN THE USE OF THOUGHTS & IDEAS ) STRENGTH- (REFERS TO CREDIBILITY ) SINCERITY -( HONESTY & GENUINENESS)
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Barriers to Effective Communication

What are they? How to overcome them?

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 THE TERM BARRIER MEANS HURDLE, HINDERANCE, OR OBSTACLE. COMMUNICATION MAY NOT ALWAYS BE SMOOTH & COMPLETE, FOR THERE ARE VARIOUS BARRIERS HINDERING ITS SMOOTH FLOW. SUCH BARRIERS ARE SPECIFIC TO THE METHOD OF COMMUNICATION. BARRIERS TO COMMUNICATION MAY BE PHYSICAL OR PEOPLE-RELATED. MOST OF THE BARRIERS ARE SURMOUNTABLE.
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Miscommunication can originate at three levels: at the level of the transmitter At the level of the medium At the level of the receiver

In technical parlance, anything that obstructs Free flow of communication is called noise. Thus barriers to communication simply imply hurdles or obstacles on the way of transmission of message from the sender to receiver.
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TYPES OF BARRIERS
WRONG CHOICE OF MEDIUM PHYSICAL BARRIERS SEMANTIC BARRIERS SOCIO- PSYCHOLOGICAL BARRIERS DIFFERENT COMPREHENSION TO REALITY

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 WRONG CHOICE OF MEDIUM :

EACH COMMUNICATION MUST BE TRANSMITTED THROUGH AN APPRORIATE MEDIUM. AN UNSUITABLE MEDIUM IS ONE OF THE BIGGEST BARRIERS TO COMMUNICATION. E.G. :

For lengthy messages, written communication would be most suitable. For presenting a report on the comparative sales figures of the last five years , a salesman should present the figures in a tabular form, or preferably make a bar diagram which will make communication an instantaneous process.
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4
Series 1

Series 2
Series 3

Category 1

Category 2

Category 3
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SEMANTIC BARRIER
IT REFERS TO BARRIERS THAT MAY ARISE DUE TO LANGUAGE.SEMANTIC BARRIERS MAY OCCUR IF1. The transmitter & receiver assign different meanings to the same word or different words for the same meaning. e.g., What is the value of this ring? 2. Words carry different nuances, shades or flavors to the transmitter & the receiver. e.g., The office manager told the assistant to take the letter to the stock room & burn it .
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TO OVERCOME THESE BARRIERS1. USE FAMILIAR WORDS 2. CLARIFY THE SHADES OR NUANCES 3. USE WORDS WITH POSITIVE CONNOTATIONS

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PHYSICAL BARRIERS
PHYSICAL BARRIERS ARE I. NOISE Noise in a factory external disturbance in telecom facilities Poor writing Bad photo copies etc
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 II. Time & distance If telecom & network facilities are not available, People working in different shifts Faulty seating arrangement in a hall etc. These barriers need just a little care to overcome.
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Socio- psychological barriers

ATTITUDES & OPINIONS EMOTIONS CLOSED MINDS STATUS CONSCIOUSNESS SOURCE OF COMMUNICATION INATTENTIVENESS FAULTY TRANSMISSION POOR RETENTION UNSOLICITED COMMUNICATION
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DIFFERENT COMPREHENSION TO REALITY

ABSTRACTING :It may be defined as the

process of focusing on some details & omitting others. it may sometimes pose a grave barrier to communication. To overcome it1. Try to make the abstract as fairly representative of the whole situation as possible. 2. Remember that others can pick different details .Try to be accommodating.
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SLANTING
Slanting is giving a particular bias or slant to the reality. To overcome this barrier 1. Be objective in observations & assessments. 2. Do not judge the whole by what may be a fraction.
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INFERRING
CONCLUSIONS BASED ON FACTS ARE CALLED INFERENCES. MARKETING SPECIALISTS,ADVERTISERS ARCHITECTS, ENGINEERS, DESIGNERS ARE ALL REQUIRED TO DRAW INFERENCES.INFERENCES DRAWN BY EXPERTS ARE ACCEPTED AS LEGAL EVIDENCE.BUT WHEN NON EXPERTS DRAW INFERENCES WITHOUT TRYING TO VERIFY FACTS, THEY GET INTO COMMUNICATION TROUBLE..

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TO OVERCOME IT1. DISTINGUISH BETWEEN FACTS & ASSUMPTIONS 2. MAKE SURE THAT INFERENCES ARE BASED ON VERIFIABLE FACTS.

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1.INFORMATION :Managers need complete, accurate & precise information to plan & organize; employees need it to translate planning into reality. SOURCES OF INFORMATION : OLD FILES OBSERVATION LIBRARY MEETINGS, SEMINARS & CONFERENCES PERSONAL INTERVIEWS QUESTIONNAIRES MASS MEDIA OF COMMUNICATION
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 KINDS OF INFORMATION: Information for planning can be classified under three headings : 1. ENVIRONMENTAL INFORMATIONInformation about the political, social & economic conditions , about the cultural milieu ; geographical & climatic information. 2. INTERNAL INFORMATIONInformation about the production & sale capacity of the organization ;about the members of the staff ,their academic & professional qualifications, their efficiency & reliability, their limitations, etc.
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3. COMPETITIVE INFORMATION: Information about the rival companies & their products, their strong & weak points, their past & present performance.

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 FOR INFORMATION TO BE EFFECTIVE : 1. It should be from a reliable source 2. It should be accurate 3. It should be complete 4. it should be recent

2. ADVICE : Within the organization, the supervisory staff is required to advise the junior employees, as they are persons of long standing & experience. Advice follows horizontally or downwards.
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EFFECTIVE ADVICE Is both man oriented & work oriented Does not make the worker feel inferior Is given in the workers interest Promotes understanding Can become a two-way channel of communication COUNSELLING Counseling is very similar to giving advice. The difference between the twoJM,RCET.2009 115

COUNCELLING
I. IT IS IMPERSONAL & OBJECTIVE. II. IT IS SOUGHT MOST EAGERLY. III. OFTEN MEANS PSYCHOLOGICAL HANDLING.

ADVICE
I. IT IS PERSONAL & SUBJECTIVE. II. PEOPLE ARE RELUCTANT TO SEEK ADVICE. III. IT IS MOSTLY WORK ORIENTED.

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3.ORDER : Order is an authoritative communication. It is a directive to do something in a particular way. It moves downwards. TYPES : 1. Written or oral 2. General or specific 3. Procedural or operational 4. Mandatory or discretionary
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AN ORDER SHOULD BE1) CLEAR & COMPLETE 2) CAPABLE OF BEING EXECUTED 3) GIVEN IN FRIENDLY TONE

INSTRUCTION : All orders are implied orders, but all orders cannot be instructions. Instruction is order with guidance.
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4.SUGGESTION : It flows horizontally & vertically. The lower staff being in touch with operative aspect , is capable of giving some positive suggestions on procedural & operational aspects. It is not obligatory to accept the suggestions Suggestions can be voluntary & anonymous; submitted through suggestion boxes Employees should be encouraged to give suggestions.
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5. PERSUASION :Persuasion seeks to change beliefs & attitudes which people do not like at all. In order to be successful, persuasion has to be indirect & suggestive. You can persuade others if You are yourself convinced, You do not impose You are not rigid, Adapt yourself as per situation
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6.EDUCATION : The main purpose of education is to widen knowledge as well as improve skills. It is carried on at three levels : 1. Education for the management: through books, lectures, seminars ,case studies, study tours, etc. 2. Education for the employees : through talks, demonstrations, bulletins. 3. Education for the outside public : through advertisements in the newspapers , information talks & articles .
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7. WARNING : Negligence, tempering with the records , equipment, lack of regularity & punctuality, gossiping ,misleading new employees etc, are some actions that call for warning or reprimand. Warning 1. Can be general or specific 2. Specific warning should be given in private 1) The aim the of warning should be the organization's welfare
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8. RAISING MORALE : Refers to mental health. It is the sum of qualities like courage, fortitude, confidence, etc. HIGH MORALE----- EFFICIENT PERFORMANCE Factors conducive for high morale1. Congenial atmosphere in the organization 2. Availability of the promotional avenues for the workers 3. Genuine grievances of the workers are promptly removed.
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9. MOTIVATION : Motivation can be achieved through1. Monetary incentives 2. Involving the workers in decision making process 3. Making achievements goals very specific 4. Giving security & a congenial work environment.

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IMPORTANCE OF EFFECTIVE COMMUNICATION

Communication is the life blood of business. No business can thrive in the absence of effective internal/ external communication.

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Contd

INTERNAL COMMUNICATION 1. Business has grown in size : Large business houses have a number of branches within the country & even abroad. The central organization of a large business house is its nerve centre. To keep the branch offices well acquainted with the activities at the centre an effective & efficient network of communication is required.
JM,RCET.2009 126

2. Business activity has become extremely complex : This being an age of specialization; planning, production, sales, stores, advertising, accounts, welfare etc are handled by different departments. If these departments do not communicate with one another or with the management , there will be no coordination among them.

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3. It promotes a spirit of understanding & cooperation: If there exists an effective communication between the management & the employees , it helps to promote an atmosphere of mutual trust & confidence. 4. Motivation of Employees : Discussion on matters of common concerns between managers & employees is a source of satisfaction for the employees as it signifies recognition of their importance.Information sharing & consultation act as strong motivating factors.
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5. FACILITATES PLANNING: Planning should be based on accurate information which calls for effective & systematic communication in the enterprise. 6. BASIS FOR DECISION MAKING : Communication helps management in arriving at vital decisions. 7. ACHIEVES EFFECTIVE CO-ORDINATION : Communication helps in synchronizing activities of different individuals & groups to bring about unity of action. 8. FACILITATES BETTER ADMINISTRATION: Effective communication is necessary in executing the plans & then controlling the activities with the help of feedback performance.
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EXTERNAL COMMUNICATION : 1. Government agencies & departments :Business organizations are required to deal with licensing authorities , foreign trade offices customs authorities , banks & other financial institutions, income-tax & sales tax offices, transporters , etc, which calls for an effective communication.
JM,RCET.2009 130

2. Distributors, retailers, customers etc. Sales are promoted through persuasion & persuasion is another aspect of communication. Communication skill a job requirement: Some areas like public relations, marketing, sales call for exceptional communication skills. Editors, teachers, executives, advocates are also required to have good communication skills.
JM,RCET.2009 131

 Important factor for promotion: John Fieldon lists the ability to communicate as the most essential requisite for promotion of all the executives.

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JM,RCET.2009

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TOPICS
ESSAY WRITING TYPES OF ESSAYS REPORT WRITING LETTER WRITING( BUSINESS LETTERS ) TENDERS & QUOTATIONS PRECIS WRITING

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REPORT WRITING
DEFINITION FEATURES IMPORTANCE TYPES ELEMENTS

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 NATURE & DEFINITION : The word report is derived from the Latin reportare which means to carry back. A report therefore is a description of an event carried back to someone who was not present on the scene, whereas A technical report is a written statement of the fact of a situation ,project, process or test ;how these facts were ascertained ; their significance ; the conclusions that have been drawn from them; the recommendations that are being made.
JM,RCET.2009 136

According to Johnson, A good business report is a communication that contains factual information organized and presented in clear, correct and coherent language. According to Little field ,A report is a summary of information . To sum up, a report is a formal communication written for a specific purpose. It includes a description of procedures followed for collection and analysis of data, their significance, the conclusion drawn from them, and recommendations if required.
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FEATURES /CHARACTERISTICS : 1. It is a statement containing some information or an account of some event. 2. A report is written for some specific purpose. 3. It is written for some specific audience. 4. It includes information about the procedure of collecting data & the significance of such data. 5. It contains conclusions reached by the writer. 6. It often includes recommendations.
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PURPOSE : 1. It presents factual information to management. 2. It records facts & results of investigation or survey for future use. 3. It provides useful information to shareholders, customers & general public. 4. It makes recommendations for future use.
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 IMPORTANCE : 1. CONVEYOR OF INFORMATION 2. REVIEW & EVALUATE OPERATIONS 3. DECISION MAKING 4. BETTER CO-ORDINATION 5. TOOL FOR MEASURING PERFORMANCE 6. HELP IN MAKING DESIRABLE CHANGES 7. HELP IN MEASURING THE EFFECTIVENESS OF THE ORGANIZATION
JM,RCET.2009 140

 ESSENTIALS OF A GOOD REPORT: 1. ACCURACY 2. CLARITY 3. CONSISTENCY 4. OBJECTIVITY 5. COMPLETENESS 6. BREVITY 7. SIMPLICITY 8. RELIABILITY 9. LOGICAL CONTENT 10. TIMELINESS
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TYPES OF REPORTS

ORAL

WRITTEN

INFORMAL

FORMAL

INFORMATI ONAL
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INTERPRETI VE

ROUTINE
142

TYPES OF REPORTS
WRITTEN ORAL

IT is more accurate & permanent. It can be repeatedly referred to. It is by its nature more formal.

IT is a piece of face to face communication about something observed. It is ephemeral.( not permanent ) It saves time of the reporter.
JM,RCET.2009 143

 WRITTEN REPORTS ARE OF TWO TYPES 1. INFORMAL REPORT : It does not require any prescribed format. e.g.-memorandum, letters etc. 2. FORMAL REPORT : These reports vary a great deal according to their purpose & contents, & different organizations have different ways of classifying them. We may for our purpose classify them into three broad categoriesi. Informational :It contains only the data collected or the facts observed in an organized form. It does not contain any conclusions or recommendations. ii. Interpretive :Apart from the facts, it also includes an evaluation or interpretation or analysis of data
JM,RCET.2009 144

Contd

and the reporters conclusions recommendations etc.

iii.) ROUTINE/PERIODIC REPORTS : a) Progress reports b) Laboratory reports c) Inspection reports d) Inventory reports e) Annual confidential report
JM,RCET.2009 145

Progress reports When a long term project or work is undertaken, the administration keeps itself informed through progress reports. The project may beThe construction of a building or a bridge the layout of a residential colony the installation of equipment in a factory The investigation of some problem, etc
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INSPECTION REPORTS It is of two types : 1. The report which incorporates the result of the inspection of the piece of equipment to ascertain whether it is functioning properly or not. 2. The report which incorporates the result of inspection of a product as a part of quality control.
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INVENTORY REPORT It is customary for every organization to take the stock of equipment, furniture, stationary, etc. at regular intervals , the detailed information of which is filled in prescribed form .

ANNUAL CONFIDENTIAL REPORT ON EMPLOYEES: Most organizations make a periodic evaluation of the performance & general conduct of their employees which are used for rewards such as increments, promotions etc.
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LABORATORY REPORTS : As a student of science & engineering youll be required to do a number of experiments in the lab to1. Test a theory 2. Verify the modifications you have in mind 3. Examine the validity of your research findings The experiments will demand from you the ability to1. choose the right equipment 2. To arrange various instruments appropriately 3. To observe & record processes, reactions & readings faithfully & accurately 4. To arrive at valid conclusions
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 A laboratory report is an account of the afore mentioned steps ,findings & conclusions put together in a logical order. As a matter of fact no scientific experiment can be considered valid unless it is presented in terms intelligible to other scientists. Thus writing lab reports is considered to be an essential part of scientific investigation & experimentation.
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 ELEMENTS OF THE LAB REPORT : i. HEADING ii. EXPERIMENT NO. iii. DATE iv. STATEMENT OF OBJECTS v. APPARATUS USED vi. METHOD OR PROCEDURE FOLLOWED vii. OBSERVATIONS viii.CONCLUSIONS ix. SIGNATURE
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On the basis of nature of subject dealt with ,reports are of four types1. Problem determining report: it is a type of report in which problems are found out & their cases are determined. 2. Performance report : it evaluates the performance. 3. Technical report : it presents data on a specialized subject with or without comments. 4. Fact finding report : it deals with facts.
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TYPES OF REPORTS

STATUTORY REPORTS : These reports are made in compliance with some statue, e.g., Companies Act, 1956 requires every company to submit the following reports to the registrar of companies Directors report to annual general meeting Auditors report, etc. The form of such reports is prescribed by the Companies Act. NON- STATUTORY REPORTS : These reports are not required by law but prepared according to the directions of the management. These can be either routine reports or special reports.
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 On the basis of legal formalities to be complied with we can have1. Informal reports- An informal report is usually presented in form of letters, memos, etc. 2. Formal reports-A formal report is one which is prepared in a prescribed format & presented according to an established procedure to a prescribed authority. Formal reports can be statutory & non statutory. A report prepared & presented according to the form & procedure laid down by law is called a statutory report. Report submitted to the Annual General Meeting, Annual Returns, Auditors Report are statutory reports.
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Formal reports which are not required under any law but which are prepared to help the management in framing policies or taking other important decisions are called nonstatutory reports.

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The style & form of a business report depends upon its purpose. A technical report has a three tier structure1. FRONT MATTER 2. MAIN BODY 3. BACK MATTER
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 FRONT MATTER 1. Cover 2. Frontispiece 3. Title page 4. Copyright Notice 5. Forwarding Letter 6. Preface 7. Acknowledgements 8. Table of contents 9. List of illustrations 10. Abstract & summary
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 MAIN BODY 11. Introduction 12. Discussion or description 13. Conclusions 14.Recommendations BACK MATTER 15. Appendices 16. List of references 17. Bibliography 18. Glossary 19. Index
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FRONT MATTER
A) COVER : A cover is made of white or some soft, neutral
colour card. Some organizations have prepared covers which have their names and addresses printed on them. Following points should be covered: 1. the title of the report 2. its number, if any 3. the date 4. the classification

B) FRONTIS PIECE : Generally ,a frontis piece appears in

bound reports which are meant for wide circulation. A frontis piece is a sort of window display that ignites the curiosity of the reader.
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REPORT NO. 59

TOP SECRET

A REPORT ON INSTALLING a NEW PRODUCTION PLANT

BY ANURADHA VERMA PROJECT OFFICER

NOVEMBER 10 , 2009

COVER PAGE

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C) TITLE PAGE : Generally ,the title page is the first right-

hand page of the report .In addition to all the information given on the cover it may contain the following in formation:
1.subtitle 2.name of the author 3.name of the authority for whom the report was written 4.project or job number 5.approvals 6.distribution list

D) COPY RIGHT NOTICE: If a report is published ,copy righ

notice is given on the inside of the title page as C 1998 A.K GUPTA some times the following note is added. 162 All rights are reserved. JM,RCET.2009

NEW INDIA FOOD PRODUCTS LTD. SHAHDRA, DELHI

A REPORT ON THE FOOD HABITS Of refugees from Bangladesh

Prepared for The Managing Director

By VIKRAM CHADHA SALES MANAGER
7 JUNE, 2009 THE TITLE PAGE
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No part of this report may be reproduced in any form or by any means without permission in writing from the publisher.

E) FORWARDING LETTER: Forwarding letter may be

divided into : 1.covering letter 2.introductory It is not bound with the report as it does not contain any important information.

F) PREFACE : The preface introduces the report and offers it

to the reader. It contains all information which is given in the introductory letter. The preface should not be confused with the foreword.

G) ACKNOWLEDGEMENT : Without acknowledgement

preface is not complete. In the acknowledgement mention the names of persons and organizations that have helped you in the production of the report.

H) LIST OF ILLUSTRATIONS : In the list of

illustrations ,some information regarding the number, title page, reference must be given. If the number of illustrations is very large, divide it into two parts ,namely: 1.list of tables 2.list of figures

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I)

TABLE OF CONTENTS : If the report is very long, say more than ten pages, the table of contents should be given. Its function is to give the reader an overall view of the report. The contents are compiled from the headings and sub headings of the report.

J) ABSTRACT AND SUMMARY: Most reports contain a synopsis which is known as abstract or summary. The abstract or summary is the heart of the report and it should be brief but to the point. All matters must be covered in abstract or summary.

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Difference between Preface & Foreword

PREFACE The preface is written by the author. The preface introduces the report ( not the subject matter of the report ) & offers it to the reader. It contains almost all information which is given in the introduction. FOREWORD The foreword is written by other than the author. The writer of the foreword may be Managing Director who commends the good work done by the author. Day to day reports rarely have a foreword.

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A) INTRODUCTION: Introduction provides a better

starting point to the reader who is not familiar with the subject of a report.The main function of the introduction is to mention what the report is about and what has been done on the subject.The following points may be included in the introduction : 1. Background of the subject 2. Scope of study 3. Qualification or eligibility about the subject 4. Methods of collecting data and their sources 5. List of references

B) DISCUSSION OR DESCRIPTION : The discussion

or description is the heart of the report.The main function of discussion or description is to present statistics in a proper manner.Sometimes the whole process is gone in to subtopic or subsection.With the help of the discussion the reader can understand about the subject.

C) CONCLUSION : The term conclusion is used to explain

remarks at the end of a piece of writing.The main function of conclusion is to bring the discussion to a close and signal to the reader that he has reached the end.It is to be noted that conclusion must be supported by which has gone before, nothing new should be included at this stage.

D) RECOMMENDATIONS : In some reports,conclusion

and recommendations are combined but it is not good for effective drafting.The main function of recommendations is to suggest the future course of action .The recommendations should be formulated after considering all aspects of the question examined in the report.

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BACK MATTER

A) APPENDICES : The appendices contain material which is required to support the main body of the report. Now an important question arises, which material should be included in the appendices? For this purpose the following points are: Whether the material sustains the theme and forms an essential and integral part of the report : It must be remembered that all appendices should be referred to in the text and their meanings pointed out. In their number is more than one, they should be written as Appendix A, Appendix B, Appendix C etc. JM,RCET.2009 173

B) LIST OF REFERNCES: It is very essential to give credit to the works (published or unpublished) with you have used in your report. If the number is small ,it may be mentioned in the footnotes at the bottom of the page. The attention of the reader is drawn to the footnotes by putting a mark or star. In the footnotes the name of the author is given in the natural order and commas are used to speculate the details of the notation : Mundell Robert(1957)-International Trade and Factor Mobility American Economic Review,XLVII,No.2,June,pp.321-337

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C) BIBLIOGRAPHY: A bibliography is a serially

numbered list of published and unpublished works which are consulted before or during the preparation of the report. While preparing the bibliography the following points must be kept in mind:
1. The order of writing the names and names of the authors. 2. The sequence of details. 3. The punctuation marks. 4. The layout.
JM,RCET.2009 175

EXAMPLE:
Book with two authors: Loewy ,Ariel G and Philip Siekentz, Cell structure and function. Second Edition New York: Holt,Rinehart and Winston. 1969

D) GLOSSARY: Glossary is the list of technical words

used in the report and their explanations. Whether these words are to be given in the beginning or the end or in footnotes is dependent upon writers choice. If the readers field of expertise is the one to which your report relates ,there is no need for a glossary.

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E) INDEX : An index enables the reader to locate easily any

topic, subtopic or important aspects of the contents. In case of lengthy reports, and index of the contents of the report may be included. Entries in the index are made in the alphabetical order.

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BIBLIOGRAPHY

BIBLIOGRAPHY

A bibliography is a serially numbered list of published and unpublished works which are consulted before or during the preparation of a report .It is distinct from the list of References in several respects:

1. The bibliography lists the works which the author has read and to which is indebted for ideas or information in general terms,whereas,the purpose of the list of references is to point out the specific location of an idea or a piece of information in the original source.

2. The bibliography may contain works recommended for further study,whereas,the reference does not perform any such function. 3. The bibliography may be annotated,that us,it may indicate briefly the content and usefulness of the works cited;whereas, the references indicate only the sources.When some authors give more details in the latter they term it as Notes and References. 4. The bibliography may be selectorselectedincluded only the more relevant of the works consulted,whereas,the references are always complete. 5. The entries in the bibliography are in alphabetical order, whereas,the references may sometimes by recorded in the sequence in which they have been cited in the text.

6. The author often prepares the bibliography before writing the report to remember the work he intends to consult. The list of references on the other hand,is more conveniently prepared while the report is being written. Final shape to both is, however,given at the end.

While preparing the bibliography ,keep the following points in mind:

1. The order of writing the names and surnames of authors, 2. The sequences of details, 3. The punctuation marks,and 4. The layout The order in which the various elements appear in a bibliography and list of references is as follows:the last part of the name of the author or editor ,the other parts of the name,year of publication,title of the book,place of publication,and the name of the publisher.

In the case of an edited book,the abbreviated form Ed;is added after the name of the name of the editor. The number of the relevant edition such as second edition,third edition,etc.is also mentioned after the title of the book. In the case of articles or other works,additional or somewhat different information is included as shown in the examples that follows.

In the case of an edited book,the abbreviated form Ed;is added after the name of the name of the editor. The number of the relevant edition such as second edition,third edition,etc.is also mentioned after the title of the book. In the case of articles or other works,additional or somewhat different information is included as shown in the examples that follows.

SAMPLE

BIBLIOGRAPHY

ENTRIES

1. Book with one author Palmer ,frank.1972. Grammar .second edition . Middlesex , England : penguin books limited. 2. Book with two authors Mohan,Krishna and N.P.Singh 1995.Speaking English Effectively .New Delhi:Macmillan India Limited. 3. Book with more than two authors Churchill,Ruel V.et.al.1974.Complex Variables and Applications.Third Edition.New York:McGraw Hill Book Company Ltd.

4. An article in a newspaper Singh , S.P 1976 Mind Your English,p.7. The Hindustan Times dated 8January.New Delhi 5. A manual Institute of cardio vascular diseases, Chennai.1995. A manual for physician and surgeon assistants Pilani :BITS

DIFFERENCE BETWEEN REFERENCE & BIBLIOGRAPHY

1.References are a list 1.Bibliography is a serially of(published/ unpublished) numbered list of published/ work which one must have unpublished works which used or quoted in the are consulted before or report. during the preparation of the report. 2. It may contain works 2. Reference does not contain recommended for further works recommended for study. further study. 3. References indicate only the 3. Bibliography may briefly indicate the content & sources of the works cited. usefulness of the works 4. References are always cited. complete. 4. It may be more select or selected including only the more relevant of the works consulted.
JM,RCET.2009 .

References

Bibliography

5. It is not always necessary to arrange references in an alphabetical order rather they may sometimes be recorded in the sequence in which they have been cited in the text. 6. The list of references is prepared while the report is being written. 7. If the number of references is small it can be mentioned in the footnotes at the bottom of the page on which they are cited.

5. The entries in the bibliography are always in the alphabetical order.

6. It is usually prepared before writing the report to remember the work one intends to consult. 7.It is always put in the back matter of a report.

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References

Bibliography

8. E. G.8. E.G.Palmer, Frank. 1972. Warner Alan, A Short Grammar. Second Guide to English Style, Edition. Middlesex, Oxford University Press, London, ELBS Edition, England: Penguin Books Limited. 1964 pp. 40-42.
The order in which the various elements appear in a bibliography & list of references is as follows: The last part of the name of author or editor The other parts of the name Year of publication Title of the book Place of publication Name of the publisher JM,RCET.2009 189 The no. of relevant edition is mentioned after the title of the book.

Difference between abstract & summary

ABSTRACT
1. An abstract tells in concentrated form what the report is about. 2. An abstract covers only the main points. 3. There is no prescribed length of both but it is generally agreed that an abstract should be about two to five percent of the original. 4. An abstract is a summary constructed by extracting key sentences & putting them together coherently.

SUMMARY
1. A summary gives the substance of the report. 2. Summary is longer than an abstract. Its length should be generally between five to ten percent of the original . 3. A summary presents the report in a nutshell, without any illustrations & explanations. 4. It may also contain the method of analysis, the significant findings, the important conclusions & the major recommendations.
190

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 As the the purpose of both abstract & summary is to enable the busy reader to gather important information quickly without having to go through the whole report, they should be self sufficient & intelligible, without reference to any part of the report. In the case of short reports running into two or three pages, there is no need for the either. But in long reports it is essential to include summary.

An abstract either by itself or in addition to the summary should be included when the circumstances require it.
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UNIT III

WRITING COMPREHENSION

Precis Writing

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What is a precis ?

A precis is a concise and clear statement of the substance of a longer passage in a connected and readable shape. It is a restatement in shortened form of the main ideas & points in a piece of writing.

A precis is in writers own words ,

and it is one third of the original.
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PRECIS

SUMMARY

ABSTRACT

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 Summary is often used synonymously with precis. A summary can also be in the form of notes with just headings and sub-headings and

numbered points beneath them. A precis is in

the form of a paragraph.

An abstract is a summary constructed by

extracting the key sentences of a paragraph and putting them together coherently. A precis is an abridgement of the original.
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QUALITIES OF A GOOD PRECIS COMPLETENESS : - A precis should cover the essential contents of the passage and shouldnt omit any important fact or ideas.

CLARITY :- It should clearly express the meaning of the original passage .It should be free from ambiguities. Without reading the original one should be able to get the message.
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 Conciseness : - A precis must be brief and precise, presenting the agreements logically .It would be a poor precis if one would merely try to produce a smaller version of the original by omission of certain words , phrases or clauses.
The above points are also known as the A B C principles of precis writing where : A stands for accuracy

B stands for brevity

C stands for clarity & conciseness
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 Business executives, lawyers , journalists, students, & secretaries need to apply the art of precis writing regularly in their day to day activities. In business the importance of precis writing lies in the economical way of recording & presenting lengthy documents in compressed form. it saves time, both of the management & the executives. An important duty of every organization is to prepare the precis of business documents including letters, reports & minutes of meetings.
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Why to make precis ?

TEN POINTS / STEPS TO PRECIS WRITING

1. Read the passage carefully and put down the main theme in the sentence is a phrase. Think of a suitable title which helps you in selecting what is important and omitting what is unimportant. 2. Read the passage once again and make sure that no hints or suggestions escape you this time. Underline keywords, phrases , clauses and sentences.
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3. Select the essential points and jot them down. Reject rest of them. 4. Prepare your first draft on the basis of under lined keywords phrases and points you have jotted down.
5. Compare your draft with the original to check for any omissions or inclusions. 6. Check the length. If is more than the required limit , delete unnecessary words or rewrite some sentences to bring it to suitable length.
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7. Read the revised draft once more paying attention to punctuation , spelling and grammar.
8. Prepare the final draft neatly.

9. Write in brackets at the bottom in Right Hand corner of precis, the number of words used by you.
10. Write rough on the top of your first draft and cross them out.
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EXAMPLES ABRIDGE

1.Do not put off till tomorrow what you can do today. Ans. Do not postpone things. 2. Our country has launched a campaign to reduce the number of those who can neither read nor write. Ans. Our country has launched a campaign against illiteracy.
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Dos for Precis Writing

1. Use your own language. 2. Keep the same sequence of events , ideas arguments as the original passage. 3. Drop figures of speech ,examples and illustrations. If necessary, use the illustration in compressed form. 4. Give meaning in the required limit.

5. Use indirect speech .It is always written in third person.

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6. You are not supposed to give any comments on the ideas expressed in the passage. 7. Brevity is good but not at the cost of clarity. Brevity is the soul of precis writing. If the addition or retention of a few words adds to the clarity of your precis they should be included by all means.

8. Your precis should be intelligible even to a person who has not read the original passage.
9. Determine the theme of the passage carefully. It is important to find out the central idea of the passage.
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DONTS FOR PRECIS WRITING 1. Do not copy the sentence from the original. Do not change the facts contained in the passage. Do not give any title unless specifically required. No comments are to be made in the precis. Precis should not be divided into paragraphs.
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2. 3.
4. 5.

205

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It is natural that prosperity should attract friendship or at least the semblance of friendship. The friends of a prosperous man come to him just as the bees come to a rose to suck honey from it. A rich man can realize their necessities by supplying them with money or helping them to obtain lucrative appointments. It is for this reason that a full purse never lacks friends. But when a rich man loses his wealth , or a powerful man is deprived of his power , all the fair-weather friends fade away. Why should they come to him now? They did not love the man but his riches , his hospitality & the favors he could confer on them. Only those that are true remain faithful to him .(143 words)
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1. Make a precis of the following passage

 Semblance : the way something looks or seems Lucrative : making large profit Confer : to give, grant ( a title, degree or right) Fair- weather friend : a friend who stops being a friend in times of difficulty

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 The main points of the passage : 1. Prosperity attracts friendship. 2. A wealthy man makes a number of friends by spending lavishly on them. 3. But he loses most of them if/when he loses his money. 4. Only those friends stick to him who are his true friends. 5. Thus true friendship can be tested in the time of adversity.
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TEST OF FRIENDSHIP Wealth attracts people . A rich man can make a number of friends by spending lavishly on them or by doing favors to them. When a man becomes poor, all the friends desert him. Only a few faithful friends stick to him. True friendship is judged only in misfortune. ( 48)
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2. Make a precis of the following passageThe great advantage of early rising is the good start it gives us in our days work. The early riser has done a large amount of hard work before other men have got out of their bed .In the early morning the mind is fresh, & there are few sounds or other distractions ,so that work done at that time is generally done well. In many cases the early riser also finds time to take some exercise in fresh morning air,& this exercise supplies him with a fund of energy that will last until the evening. By beginning so early he knows that he has plenty of time to do all work he can be expected to do & is not tempted to hurry over any part of it. All his work being finished in good time, he has a long interval of rest in the evening before the timely hour
JM,RCET.2009 211

when he goes to bed. He gets to sleep several hours before midnight, at the time of rest, rises early next morning in good health & spirits for the labors of a new day. It is very plain that such a life as this is far more conducive to health than that of the man who shortens his waking hours by rising late,& so can afford in the course of the day little leisure for necessary rest. Any one who lies in bed late, must, if he wishes to do a full days work, go on working to a correspondingly late hour, & deny himself the hour or two of evening exercise that he ought to take for the benefit of his health .But, in spite of all his efforts, he will probably not produce as good results as the early riser, because he misses the best working hours of the day. JM,RCET.2009 212 (315 w)

Main points of the passage-

1. A person who rises early has a lot of advantages. 2. He can plan his work better than a person who is in the habit of getting up late. 3. In the early morning, the mind is fresh & the work done at that time is generally well done. 4. Moreover, at the end of the day, the early riser gets a lot of time for some refreshing rest. 5. A man who is in the habit of getting up late has to face many losses. 6. Some people have the habit of working in the night. 7. Such people ruin their health & their work also gets affected.
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THE ADVANTAGES OF EARLY RISING

A person who rises early has a lot of advantages. He can plan his work better than a person who is a late riser. In the early morning, the mind is fresh & the work done at this time is generally well done. Moreover, at the end of the day, the early riser gets a lot of time for some refreshing rest. A person who is in the habit of getting up late has to face many losses. His work is done in a hurried & unplanned manner, due to lack of time. Some people have the habit of working only during the night. Such people not only ruin their health in the long run, but also the quality of the work is affected. ( 105 words)
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3. Make a prcis of the following passage: The opposition to science in the past was by no means surprising. Men of science affirmed things that were contrary to what every one had believed, they upset preconceived ideas, and were thought to be destitute of reverence. It was only the power over natural forces conferred by science that led bit by bit toleration of scientists, and even then this was a very slow process, because their powers were at first attributed to magic. It would not be surprising if, at the present day, a powerful antiscientific movement were to arise as a result of dangers to human lives that are threatened by atom bombs and from bacteriological warfare. But whatever people may feel about these horrors, they dare not to turn against the men of science so long as war is at all probable, because if one side were equipped with scientists and the other side not, the scientific side would almost certainly win. The men of science, in spite of their profound influence on modern life are in some ways less powerful than the politicians. The relation of politicians to the men of science is like that of magician in the Arabian Nights to a jinn who obeys his orders. The jinn does astounding things but he does them only because he is told to do them, not because of any impulse in himself. ( 220 words)
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The main ideas of the passage : 1. Science was opposed in the past for questioning established beliefs 2. It won respect when it achieved power over nature. 3. Today science is opposed for threatening all life. 4. Politicians are more powerful than scientists. Precis Attitude Towards Scientists Scientists were hated in the past because they often upset traditional beliefs and theories. Later they won acceptance because they succeeded in overcoming natural forces. Many people have turned hostile towards scientists in our times because science has made modern warfare horrible and all life is threatened. Actually politicians are more powerful than scientists because they dictate them to make dangerous inventions. ( 73 words) JM,RCET.2009 216

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LETTER WRITING
IMPORTANCE / FUNCTIONS FEATURES ( PRINCIPLES ) ELEMENTS TYPES RESUME APPLICATION LETTERS

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NEED/IMPORTANCE OF A BUSINESS LETTER:

A letter is really a piece of conversation By post.
Every business house, big or small, has to maintain a contact with the external world and for that there exists the means of communication .One of the means is letter writing. It makes a permanent impression and is less expensive too. It is quick and a convenient way of transmitting human feelings.
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FUNCTIONS OF A BUSINESS LETTER:

1.It serves as a record for the future reference. 2.It leaves a lasting impression in the receivers mind. 3.It is used to widen the area of operation. 4.It is used as a legal document. 5.It is used to build goodwill.
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PRINCIPLES OF LETTER WRITING

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1.COURTESY: It is like the oil which Removes friction, creates goodwill & produces a favorable response .Certain useful expressionsThank you very much for your letter of 24 August,2008. We are sorry that you did not receive the books in time. Avoid expressions such asYou are wrong in saying.. We are forced to refuse Your complaint that.
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2. DIRECTNESS &CONCISENESS: Aim at transmitting maximum information by using minimum words. Avoid long introductions & preliminaries. Avoid verbosity. E.g. i) At all times-Always ii)As per your instructions-As instructed Use positive & direct statements. E.g. i)You failed to tell us-Please let us know ii)We cant help you with- We suggest that you
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3. CLARITY & PRECISION :

Mathew Arnold rightly advised: Have something to say and say it as clearly as you can. That is the only secret of style. A SIMPLE EXPRESSION & CLEAR THINKING ARE THE TWO MOST IMPORTANT VIRTUES OF EFFECTIVE WRITING.
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4 . CONSIDERATION: Consideration for the readers Interests, needs & desires is also known as the you attitude in the business world. E.g. All the catchy advertisements reflect the youattitude:You can achieve success by enrolling with us for a home- study course. Today you need more than an old fashioned shampoo. The success you deserve depends on your training.
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5. PROMPTNESS : As a rule respond to the

letter the day it is received. 6. ACCURATE :All facts, figures ,statements, quotations, etc., must be accurately mentioned. 7. PERSUASION : It means winning people to your point of view. 8. THE POSITIVE & PLEASANT APROACH :Avoid nos & sorrys. Emphasize pleasant & positive things. e.g., You failed to tell us. Please let us know
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FORMS OF LAY-OUT: Things to be borne in mind: 1.Choose a good quality paper of a standard size (511) 2.Type the letters you send 3.Add margins to a letter (1-1.5 ) 4.Omit unnecessary commas & full stops 5. Give minimum folds to a letter 6. Use an envelope of the right size

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ELEMENTS OF STRUCTURE:
The appearance of a letter often reveals the character of the writer &the organization. The elements of a letter are : 1. Heading 2. Date (March3,2008 or 3 March,2008) 3. Reference 4. Inside address 5. Attention line
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Cont. 6. Salutation (greeting a person) 7. Subject 8. Body of the letter (divided into different paras) 9. Complimentary close (courteous leave taking) 10.Signature 11. Identification marks 12. Enclosure (anything attached to a letter must be indicated) 13. C. ( Carbon Copy ): this should be shown at the bottom left hand side of the letter together with The name(s) of the person(s) to whom the copy is sent.
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Structure of a business letter: Messrs Gangadeen & Sons

Publishers & Booksellers 33, Ashok Road, New Delhi-110006

8 September,2008
Your Reference: AB/46/P497 Our Reference: POC-30 U Messrs Hari Govind & Sons 44,Rajendra Marg Faizabad- 224001 Attention line: The Sales Manager Subject: Supply of Packing Boxes
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Dear Sir,
Body: 1st paragraph 2nd paragraph 3rd paragraph

Yours faithfully, Signature (Sohan Lal)

TRM/LG
Enclosure: 1.Agreement dated 1September,2008. 2.Cheque no.P463 of September,2008
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DESCRIPTION 1. Heading : most business organizations have printed letter

heads which contain the name, the address, telephone no. etc.

E.g.-Jay Roadlines Pvt.Ltd. Plot No. 7 Indore

2. Date : some letter heads contain a printed line indicating where the date should be typed otherwise we choose a right place for it. It should be typed two spaces below the last line of the letter head.It can be written in two ways. e.g.i. 29 August, 2009 ii. August 29, 2009
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3. Reference : it is the important element of business letter. If yours is a reply letter , give the correspondents reference no. against the first line and your reference n o. against the second line.It can be written in the following ways-

I. Your reference :---------------------II. Our reference :---------------------III. Reference No. :----------------------

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4. Inside address : the full address of a person or

organizations address should be written two places below reference. E.g.1. The General Manager Shahi Cements Company Limited Sarangpura Ghaziabad 2. Messrs Yash Sweets 29, Darhai Jaipur-4

.
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 5. Attention line: to ensure prompt attention

sometimes a letter addressed to a firm or a company is marked to a particular officer (either by designation or name). For example Attn : Attn : The Sales Manager Ms XYZ

and the line is two spaces below the inside address and is generally underlined

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6. Salutation : Salutation in a letter is, greeting to a person .It

should be two places from the attention line. The choice of salutation depends upon the personal relation between the writer and the reader. If you are addressing a firm /company board/club society and association and agency or a postbox no./news paper box no, we generally use dear sirs/sirs .If the correspondent is a close friend, you may address him or her by the first name for example: Dear Ramesh. My dear Sir/ Madam In government departments letters addressed by names are known as demi offcial letters .They are written to draw the personal attention of the concerned person and to ensure prompt action.

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7. Subject : the purpose of the subject is to let the reader know

immediately what the message is about. Like reference and attention lines it saves time. The usual practice is to type this line in a double space between the salutation and the first line of the body of the letter. E.g.Subject : placing order for uniforms

8. Body : the main purpose of a letter is to convey a message and

main purpose of the message is to produce a suitable response. This is done mainly through the body of the letter therefore it is important to organize and arrange a matter very carefully. In the first paragraph reference to any correspondence should be given and in the second paragraph you must state clearly what action you expect the leader to take. The paragraph are not given any headings unless the letter is very long and deals with several important points .
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9.Complementary close: it is a courteous leave taking -a polite way of ending a letter. It should agree with the salutation of the letter. Salutation 1. Sir 2. Dear Sir/Madam 3. Dear Shri/Smt 4. Dear Ravi/My dear Ashu 5. Dear Member/Customer /reader/subscriber Complementary close yours faithfully/obediently/ respectfully yours faithfully/truly yours sincerely yours sincerely/yours ever yours sincerely

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10. Signature : The signature is the signed name of writer. it is placed below the complementary close .The name of writer is generally typed four spaces below closing line providing enough space for the signature. The right to sign for the firm is often given by a legal instrument called Power of Attorney( PA). The names of the persons who are thus authorized to sign, they put short form of per procurationem ( on behalf of ) before their names. E.G. Per pro/pp/p.p Ram Munshi Lal & Brothers ( Signature) G.S. Siddhu Routine & unimportant letters of a firm may be signed by junior officers/PA/PS adding the word For e.g. For Additional Secretary Dept. of Foreign Trade Govt. of India (Signature ) Man Singh
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11. Enclosure : If there is any thing attached to letter it must be indicated against the enclosure line. Generally the abbreviated form is typed. If however the documents attached are very important they are specified. For e.g.Encls.: 1. curriculum vitae 2. marksheets 12. Identification marks : These marks are put in the left margin to identify the typist of the letter ,one or two spaces below the signature. Usually, the initials of the officer who dictated the letter are put first. E.g. TRM/LG Where TRM stands for Mr. T.R. Mohanty the one who dictated the letter, LG Stands for Ms. Lata Goswami JM,RCET.2009 240

PUNCTUATION MIXED Date: 11 September,2008 Inside Address: Sri S.P. Shirodher Managing Director TriveniSteel Corporation 43, Gokhale Marg New Delhi- 110004. Salutation: Dear Sir, Complimentary close: Yours sincerely,
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PUNCTUATION OPEN: Date: 11 September,2008 Inside Address: Sri S.P. Shirodher Managing Director Triveni Steel Corporation 43, Gokhale Marg New Delhi- 110004 Salutation: Dear Sir Complimentary close: Yours sincerely
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PUNCTUATION CLOSED Date: 11 September,2009 Inside Address: Sri S.P. Shirodher, Managing Director, Triveni Steel. Corporation, 43, Gokhale Marg, New Delhi- 110004. Salutation: Dear Sir, Complimentary close: Yours sincerely,
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STYLES OF PRESENTATION 1. Block style 2.Complete block style (most often used) 3.Semi block style 4.Hanging indented style 5. Indented style

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THE BLOCK STYLE

IN THIS STYLE THE DATE LINE, THE COMPLIMENTARY CLOSE & THE SIGNATURE ARE ALINGED TO THE RIGHT MARGIN. THE OTHER ELEMENTS LEAVING THE LETTER HEAD ARE SET FLUSH LEFT. THERE IS DOUBLE SPACING BETWEEN THE PARAGRAPHS . THERE IS SINGLE SPACING WITHIN THE PARTS. MIXED PUNCTUATION IS USED. IT SAVES TIME IN TYPING. IN U.S.A., THE BLOCK STYLE IS CALLED MODIFIED BLOCK FORMAT.
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BHANDARI TRADING COMPANY LIMITED 43 A, Mathura Road, New Delhi-110001 8 September, 2009

The United Commercial Bank Limited 1133, Mahatma Gandhi Road New Delhi- 11004 Dear Sir, Please refer to your letter No. C BC/43 OF 2 September, 2009. We are grateful to you that you have agreed to advance a sum of Rs. 50,000/(Rupees fifty thousand only.) The terms & conditions you mention are acceptable to us .We shall send our Accounts Officer to sign the agreement at 10 a. m. on Friday ,18 September , 2009 as you suggest.

Yours faithfully, A.S. Bhowmick Secretary

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BHANDARI TRADING COMPANY LIMITED 43 A, Mathura Road, New Delhi-110001 8 September, 2009

The United Commercial Bank Limited 1133, Mahatma Gandhi Road New Delhi- 11004 Dear Sir, Please -----------------------------------------------------------------------------------------2009.

We--------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------as you suggest.

Yours faithfully, A.S. Bhowmick Secretary

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COMPLETE BLOCK STYLE

All the parts of the letter, except the printed letter head, are aligned with the left margin. Saves time in typing ,as indentation is not required for any part. Generally, open punctuation is used. It appears imbalanced & heavy on the left side. In U.S.A., the complete block style is called Blocked Format. It has gained a lot of acceptance in India. It is very computer friendly.
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BHANDARI TRADING COMPANY LIMITED

43 A, Mathura Road, New Delhi-110001

The United Commercial Bank Limited 1133, Mahatma Gandhi Road New Delhi- 11004 8 September, 2009 Dear Sir Please refer to your letter No. C BC/43 OF 2 September, 2009. We are grateful to you that you have agreed to advance a sum of Rs. 50,000/(Rupees fifty thousand only.) The terms & conditions you mention are acceptable to us .We shall send our Accounts Officer to sign the agreement at 10 a. m. on Friday ,18 September 2009 as you suggest.

Yours faithfully A.S. Bhowmick Secretary ASB/Ig

.
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SEMI-BLOCK STYLE
1. It is like the block style except that the paragraphs of the of letter are indented. 2. Mixed punctuation is used. 3. The European business houses use semiblock style.

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BHANDARI TRADING COMPANY LIMITED

43 A, Mathura Road New Delhi-110001 8 September, 2009 The United Commercial Bank Limited 1133, Mahatma Gandhi Road New Delhi- 11004 Dear Sir, Please refer to your letter No. C BC/43 OF 2 September, 2009. We are grateful to you that you have agreed to advance a sum of Rs. 50,000/(Rupees fifty thousand only.) The terms & conditions you mention are acceptable to us .We shall send our Accounts Officer to sign the agreement at 10 a. m. on Friday ,18 September 2009 as you suggest.

Yours faithfully, A.S. Bhowmick Secretary

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ASB/Ig

HANGING INDENTED SYYLE

1. This style is like block style except that the first line of each paragraph is aligned with the left margin. 2. All the other lines in each paragraph are indented four or five spaces. 3. Since this involves many indentations, the typing consumes a lot of time. 4. Mixed punctuation is used.
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BHANDARI TRADING COMPANY LIMITED

43 A, Mathura Road New Delhi-110001 8 September, 2009 The United Commercial Bank Limited 1133, Mahatma Gandhi Road New Delhi- 11004 Dear Sir, Please refer to your letter No. C BC/43 OF 2 September, 2009. We are grateful to you that you have agreed to advance a sum of Rs. 50,000/(Rupees fifty thousand only.) The terms & conditions you mention are acceptable to us . We shall send our Accounts officer to sign the agreement at 10.a.m. on Friday , 18 September as you suggest.

Yours faithfully, A.S. Bhowmick secretary

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KS ; Ig

INDENTED STYLE
OLDEST FORM OF A BUSINESS LETTER. IN IT EACH NEW ELEMENT IS INDENTED TWO TO FOUR SPACES. CLOSED PUNCTUATION IS USED. TAKES MORE TIME IN TYPING. DATE & COMPLIMENTARY CLOSE ARE ALIGNED TO THE RIGHT MARGIN WHEREAS OTHER ELEMENTS ARE SET FLUSH LEFT.
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BHANDARI TRADING COMPANY LIMITED

43 A, Mathura Road, New Delhi-110001 8 September, 2009

The United Commercial Bank Limited 1133, Mahatma Gandhi Road New Delhi- 11004 Dear Sir

Please refer to your letter No. C BC/43 OF 2 September, 2009. We are grateful to you that you have agreed to advance a sum of Rs. 50,000/(Rupees fifty thousand only.) The terms & conditions you mention are acceptable to us .We shall send our Accounts Officer to sign the agreement at 10 a. m. on Friday ,18 September 2009 as you suggest.

Yours faithfully A.S. Bhowmick Secretary

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BHANDARI TRADING COMPANY LIMITED

43 A, Mathura Road, New Delhi-110001 8 September, 2009

The United Commercial Bank Limited 1133, Mahatma Gandhi Road New Delhi- 11004 Dear Sir

Please ----------------------------------------------------------------------------------------2009. We ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------. ---------------------------------------------------------------------------------------- on Friday ,18 as you suggest.

Yours faithfully A.S. Bhowmick Secretary

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Styles of letters

Complete block style

Block style

Semi- block style with the Right margin

Hanging indented style With the Right margin

Indented style with the Right margin

Alignment of With the Left date & margin complimentar y close punctuation Open

With the Right margin

Mixed No space from the margin is left None

Mixed No space from the margin is left 2-4 spaces

Mixed No space from the margin is left 4-5 spaces(leavin g the first line) 2-4 spaces

Closed 2-4 spaces

Indentation in No space the elements from the margin is left Indentation in None the paragraphs Space between the elements 2-4 spaces

2-4 spaces

Double spacing

2-4 spaces

double spacing

Space bet.the paragraphs

Double spacing

double spacing

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2-4 spaces

2-4 spaces

Single spacing

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APPLICATION LETTERS
Application letters are written when somebody needs a job. They are personal letters incorporating a few features of a business letter. Since the applicant seeks to sell his services, an application letter is a kind of business letter. The first objective of an application letter is to obtain an interview.
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QUALITIES OF A GOOD APPLICATION LETTER

IT MUST BE DISTINGUISHED ENOUGH TO ATTRACT IMMEDIATE ATTENTION & TO AROUSE INTEREST. IT MAY CONVINCE THE PROSPECTIVE EMPLOYER THAT HE CAN PROFIT FROM THE TALENTS & SERVICES THAT THE WRITER OFFERS. IT SHOULD HAVE THE YOU ATTITUDE (mention qualification & experience that meet the prospective employers needs )
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TYPES OF APPLICATION LETTERS

There are two types of application letters : 1. Solicited letters : These are written in response to an advertisement. 2. Unsolicited letters :these are written at the writers initiative . In both the cases, a resume of the applicant must be enclosed along with the letter.

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Ways of writing application letters

There are two types of letters of application1. In the first , all information about qualifications, experience & personal details is given in one letter. 2. In the second, there are two parts. Part one is a short covering letter, containing reference to the advertisement in response to which you are applying & featuring your most significant qualifications for the post. Part two consists of the resume.
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Resume or personal data is an inventory of the applicants personal details, qualifications, specialized training, experience , references and any other relevant information. All the information that you provide must be chronologically arranged in reverse order & there must be sub-headings wherever possible.
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RESUME

REFERENCES
A referee is a person who can vouch for another. Before the appointment letter is given it may be necessary for the employer to obtain information about the selected candidates integrity, honesty, ability for the post & any other fact which may be useful for the purpose. Hence the candidates are generally requested to name, in their application, a person/s who is/are willing to be a reliable source of information about them. Such references are usually the current employers or the heads of the institution where the candidate has pursued his/her studies or some other responsible member of the society. JM,RCET.2009 264

A testimonial is a certificate testifying the character & qualifications of the person in whose favour it is used. We can also describe it as a letter of recommendation from a reliable & respectable third party. Applicants usually attach a couple of testimonials with their applications to impress the prospective employers. A reference is related to a specific case but a testimonial can be repetively used with a number of applications.
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TESTIMONIALS

RESUME GENERALLY INCLUDES THE FOLLOWINGi. PERSONAL DETAILS : AGE ,FITNESS, MARITAL STATUS ETC. ii. EDUCATIONAL QUALIFICATIONS iii. SPECIALISED TRAINING ,IF ANY iv. EXPERIENCE & ACHIEVEMENTS v. SPECIAL HONOURS & DISTINCTION, if any vi. SPECIAL PERSONAL QUALITIES WHICH MAKE YOU SUITABLE FOR A JOB vii. REFERENCES : Names & addresses of the persons who can vouch for your achievements

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DRAFTING THE LETTER

Some of the routine ways of beginning a letter are as follows I wish to apply for the post of Financial Manager advertised by you in The Hindustan Times of 12 September, 2009. Please refer to your advertisement No.40/92 in The National Herald of 12 September, 2009 for a Marketing Manager. I wish to be considered for this post.

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If you wish to stand out from the rest, you may write something on the following linesMy qualifications & eight years experience as a Sales Representative of Steel Manufacturing Corporation, Calcutta makes me confident that I can do the job of a Sales Executive advertised by you in The Times of India of September 8, 2009.

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Some ways of closing the application are

I look forward to hearing from you soon. I hope that my qualifications will merit your consideration. I trust you will favour me with an interview. I would very much appreciate if an opportunity is given to me for providing further details.

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For example: 303,Shankar Nagar Nagpur 440001 Date-January 30,2010 The Managing Director Bharat Fertilizers Ltd. Tolstoy Marg New Delhi 110001 Dear Sir, I have looked carefully at the job requirements of the Production Manager in your company advertised in The Hindu of January 25,2010 and I feel confident that I possess the requisite qualifications and experience. I should be grateful if you would kindly consider me for the post. When I was doing courses in chemical engineering, I got interested in the production processes and ways of accelerating them.
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So I joined the MBA course and specialized in production Management . I have had some success involving new techniques and processes of maximizing production. I am sure your expanding organization will provide me further opportunities to make greater contribution in this field.

My salary at present is Rs30,000/-per month and anything in range of Rs 40, 00050,000/-pm will be acceptable to me. In fact I would have preferred this matter to be left entirely to you, had the advertisement not asked specifically about it.

I would very much appreciate your giving me a chance to be interviewed would then be able to give you further details about my work, which should help you in judging my suitability for the post.

Yours faithfully, Rahul Singh

Encl:Resume

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RESUME
PERSONAL DETAILS:
NAME AGE HEALTH MARITAL STATUS NATIONALITY : :
: : :

Rahul Singh
28 years Excellent, Sound
Un-married Indian

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EDUCATIONAL QUALIFICATION
Year 1989 Examination AISSE Division I Institution Air force central school Remarks Dist in Phy -

1993

B.E I Chemical Engineering

IIT, Kanpur

1995

MBA

BITS Pilani

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TRAINING
August 1995fertilizers November 1996 Management Trainee Lusha Cuttack

EXPERIENCE
Dec 1996-Jan2000 Assistant Production Manager, Lusha Fertilizers Limited,Cuttack Chemical Engineer Maharashtra Fertilizer Corporation, Pune

February 2000 to date

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Feb 2000 To Till date

Chemical Engg. Maharashtra fertilizers Cuttack

Responsible for maintenance and control of the chemical plant

Extra curricular Activities Was secretary of the debating society in 1997 Won second prize at inter-collegiate organized by the university in 1994

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REFERNCES

1. Dr S.Swami Nathan Director IIT Kharagpur 2. Shri P.L.Pal Production Manager Lusha Fertilizers Cuttack

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BUSINESS LETTERS
Non personal/ business/ official letters are totally formal & their purpose is to send & receive the messages related to business & official affairs. They can be divided into: i. Enquiries & replies, placing order & delivering supplies, complaints & quotations. ii. Sales letters iii. Letters to banks, import- export agencies insurance companies, government agencies iv. Letters of applications, interviews, references, testimonials, letters of appointments, confirmation, promotion, retrenchment & resignation. v. Letters to press. vi. Internal letters, memos,
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DEMI-OFFICIAL LETTERS
Demi- official (D. O.) letters are official in nature but the name of the addressee is mentioned in it . These letters are written when: I. The sender wants personal attention to be paid by the addressee to the matter. II. The matter is highly confidential. III. The matter is urgent & requires immediate action of the addressee.
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This is known as a letter of enquiry in which you ask various organizations / individuals to quote their rates and terms of payment for the goods your firm or company wishes to buy from them. So a business organization invites quotation from several sellers before placing an order. The purpose being to find out the cheapest and best source of supply of goods required . Hence we should give great care in drafting such a letter so that we quickly get the information we wish to collect and also to locate the right seller. So we follow some of the procedures:-

INVITING QUOTATIONS
1. Describe your needs clearly and precisely give detailed description such as the shape, size, quality make etc, JM,RCET.2009 of the goods we require

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2. Request the seller to quote his prices terms of payment.

3. Ask for a sample if necessary.

4. Give an idea of the quantity we intend to buy.

5. Indicate the time by which you would like the goods to be supplied this will help the seller determine whether during the period available he will be able to meet your demand. 6. Ask if the goods are guaranteed,if so for what period,also ask the seller to give an idea of the normal expected life of the goods.
7. Ask what accessories and spares if any would be supplied and how much would they cost.
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SENDING QUOTATIONS
Your response to a letter inviting quotations should be carefully drafted and should fully take note of each item in he enquiry. While sending a quotation we should not forget to mention the following points:a. b. c. d. Mode and terms of payment Place and time of delivery Method of transport Charges an account of sales tax, octroi,freight and insurance e. Packing and forwarding charges
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OPENING SENTENCES OF A QUOTATION

1. Please quote your lowest rates for the following items.
2. We should be grateful if you kindly inform us of terms and conditions for the supply of-----3. We intend to buy the following items next month for a new branch in -----. I should be grateful if you would kindly quote your lowest rates for them .The detailed specifications are given below. 4. May we request you to let us have your lowest rates for the following items which we require in ----------(month). 5. Please let us know your lowest rates as early as possible for the supply of-----------.
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CLOSING SENTENCES
1. We look forward to hearing from you soon,if your

quotation is suitable we shall be happy to buy all our requirements this season from you. 2. On hearing from you, we shall place a firm order with you. 3. We hope the terms and conditions you quote will be satisfactory.We shall, of course, be happy to order all our requirements from you.

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4. As we need these goods urgently we shall be grate ful for an early reply we look forward to placing an order with you.

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PLACING ORDERS
After you accept a quotation ,the next step is to order the goods. To ensure efficient and prompt handling of your order bear the following in mind :1. Place a clear and firm order. It is the only thing which interests the supplier now. 2. Even if it amounts to repeating, do not hesitate to give a detailed accurate, and complete description of the items you wish to buy. Mention the size, colour, quality, make, and reference to catalogue or identification number, if any. But make sure these description do not vary from those given in the original letter inviting quotations.
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3. The next important thing is to specify the quantity you want. Also state the price per unit of item. 4. Indicate the mode and terms of payment. If you have been regular supplies from a seller you may omit this information because he would automatically debit your account and approach you for payment according to the mode mutually agreed upon. In other cases, respect the wishes of the seller as far as possible and send the payment in the mode he desires. He may, for example, demand a certain percentage in advance. Do not hesitate to let him have it because you have accepted his quotation after carefully considering his standing in the market and the quality of goods he ahs offered for sale.
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5. In most quotation the mode of transport,viz.passenger train,goods train,truck,etc.would be stated.But if it is not,do mention the way you want it. 6. When you place an order,you expect the goods to arrive within a reasonable period of time.However,it is always better to spell out what you consider to be reasonable time-period.Sometimes you need goods urgently and you may have,in fact,indicated this to the seller in your earlier correspondence.But to remind him it is necessary to mention it again. 7. State the full address of the place where you want the goods delivered.

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8. Normally proper packing is the responsibility of the seller and its cost is included in the quotation.But if you want a special kind of packing and are prepared to pay extra,say so in your order. 9. Goods would be insured only when you specially instruct the seller.If.however,it is the normal practice to insure the kind of goods you have ordered,there is no need to include any such instruction.

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EXAMPLE
INVITING QUOTATIONS
Dear Sirs We wish to buy the following items of electronics equipment for our language laboratory.We should be grateful if you would kindly quote your lowest rates for these items,giving full particulars and technical details.The quantity we purpose to buy is mentioned against each item.Since the processing of the purchase proposal takes quite some time,it would be helpful if you quote rates which may remain valid for at least three months.

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QUANITY 1 16 20

PARTICULARS Tutor headsets Student headsets Top track record/play head DR?RP33A

We want to set up the lab by the end of June so that it can function when the university reopens in July. We would, therefore,like the equipment to be delivered to us latest by 15June.Please let us know whether you will be able to arrange the supply by this date. Please let us also know the guarantee period and any after-sales facility offered by you. We look forward to hearing from you soon. Yours faithfully,

xyz

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EXAMPLE

SENDING QUOTATIONS
Dear Sir, Thank you for your letter No..dated We have pleasure in submitting the following quotation for your consideration.We confirm that the prices will remain valid for three months.

Sl.No. Item Description Net Price Each Ex-works 1. Tutor headsets Rs 500 2. Student headsets Rs 514 3. Rewind motor Rs 700 Packing charges and other duties and taxes are included in the prices quoted above.
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Since the equipment is breakable and expensive,we would strongly advice you to get it insured.If you agree,we shall do it for you at an extra charge of 1/2percent on the quoted price.The equipment will be sent by goods train within a month of the receipt of your order. All items are guaranteed for three years.During this period,if necessary,We shall repair or replace any item at our cost. We do not require any advance but would like the payment to be made by crossed cheque drawn on the State Bank of India, within 15 days of the receipt of equipment. We look forward to receiving your order soon. Yours faithfully, Nikhil Sharma Sales manager
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EXAMPLE PLACING THE ORDER

Dear Sirs, Thank you very much for your quotation Nodated We should be grateful if you could arrange to deliver the following items at 327-B Subhash market,Janakpuri within a fortnight.
PARTICULARS Single pedestal steel gray-coloured Desks(60*40*28) Double pedestal steel gray-coloured desks QUANTITY

35
9

It is very thoughtful of you to have sent us your folder. We shall certainly use it for our future transactions with you.
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Our bankers are United Commercial Bank, Janakpuri branch And we propose to pay you by a crossed cheque drawn on them.

Please confirm that this arrangement suits you.

Yours faithfully, xyz Purchase Manager

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While quotations are generally sought from a few selected sellers, notices regarding tenders are advertised in newspapers, magazines etc inviting prospecting doing a job or supplying goods specified in the notice. When a tender is accepted, the successful tenderer has to sign a contract to do what he has Promised. A tender is generally invited for a job whose execution is spread over a period of time, or needs adequate prior preparation. It may be the construction of a road, building, bridge or bulk Supply of goods or rendering of service. Most organization have Devised standard forms for inviting and submitting tenders.

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 Thus we have seen that tenders can be invited for supply of items or construction of works, or also for cleaning, upkeep, & maintenance, etc. In order to elicit high response, the tender notices, are widely advertised. At specified time & date, the tenders are opened, in the presence of representative of the tender applicants, & therefore a final decision is taken on the successful bids, & the same is communicated in writing.
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Important points to be covered in a tender as follows1. Name of the organization & address 2. Tender no. & date 3. Captions such asI. Tender notice II. Tender notification III. Notice inviting tenders IV. Sealed tenders are invited 4. Who can apply- Sealed tenders are invited from : I. Class I civil contractors II. Established contractors having customs house agency license III. Manufacturers or their authorized Indian agents, etc.
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5. Experience/ Requirement : i. with experience in completing similar work the ii. Satisfying the eligibility criteria mentioned iii. Who have supplied the tendered items successfully to other government organizations, etc. 6. Brief description of Work or items/ Material to be supplied 7. Contract period &/ or delivery schedule 8. Earnest money deposit 9. Contact address or authorityi. for further details please contact/write to ii. Tender documents can be obtained from

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9. Date of issue of Blank tender forms 10.Cost of tender document-Mode of payment 11.Last date of receipt of Sealed TendersTime 12.Time & Date of Tender opening 13.Other relevant details such asi. Amount of tender ii. Website

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EXAMPLE-1

BHARAT LEATHER CORPORATION LTD. LAURALS HOTEL AGRA TENDER NOTICE

S.NO 1. 2. TENDER NOTICE ABC/23/1 ABC/24/12 MATERIAL machine leather QTY 1 12kg

All tenders must reach the undersigned on or before 15th Nov,2009 Tender no. must be quoted on the cover. Manager
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Example-2

Notice Inviting Tender

Sealed tenders on work order basis or through rate system are invited from the approved contractors and labour and construction Cooperative societies by the undersigned up to 3pm on 25thjuly 2006 For the work detailed below: 1. The prescribed tender forms may be obtained from the office of the undersigned on payment of Rs.2/- each. 2. The tenders must be accompanied by the earnest money in the of form cash or deposit at-call receipts from govt. treasury, SBI or any scheduled banks. 3. The tenders not accompanied by the earnest money will not be entertained.
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4. The specifications/any other condition/plan can be seen in the office of the undersigned on any working day. S.NO Name of building Approx Qty. 2nos Estimated Cost(Rs.) 9000 Earnest Money(Rs) 1800

1. Constructing residence field hostel type for Executive Engineer at Ambala 2. Constructing residence field hostel type II at Ambala

8nos.

3,04,000

6080

Executive Engineer
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Example 3

TENDER NOTICE
Electricity Civil Construction Division Hydel sub station Moradabad Tender notice no. 24-ECD/2000-2001 Sealed and separate rate tenders are invited by the undersigned by 28/07/2009up to 3:00pm and shall be opened on the same day by 3:30pm. Sno. Name of work Earnest money Cost of tender Time allowed 1. Construction of 2000/15/6months type II qrs. At Hydel colony 2. Providing road 400/5/2months drains at Hydel JM,RCET.2009 306 Executive Engineer

Difference between tenders &quotations

1. Tenders are notices. 1. Quotations are letters of enquiry. 2. Notices regarding tenders are advertised in the 2. While quotations are newspapers, magazines generally sought from a few etc.(widely advertised ) selected sellers.(limited only to private 3. In it the prospective sellers correspondence.) of services or goods are invited to quote their rate 3. It is customary for a for doing a job or supplying business organization to goods specified in the invite quotations from notice. They can also be several sellers before invited for cleaning, upkeep placing an order. The & maintenance of things. purpose is to find out the cheapest & the best source of supply of goods required.
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tenders
4. When a tender is accepted, the successful tenderer has to sign a contract. 5. A tender is generally invited for a job whose execution is spread over a period of time, or needs adequate prior preparation. 6. For e.g.-construction of a road, building, bridge or bulk supply of things or rendering of service. 7. Most organizations have devised standard forms for inviting & sending tenders. 8. It is open for all experienced, technically & financially sound contractors .

quotations

4.Such condition does not exist over here. 5. A quotation is usually invited for placing order for small supply of things & goods.
6. For e.g.- lab equipments, furniture items, electronic goods etc. 7. It is in a format of a business letter. 8. It is closed . It is invited from only few prospective sellers.

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9. Earnest money is to be deposited along with the tender forms .

8. Earnest money is not deposited while sending quotations.

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LISTENING
DEFINING LISTENING DIFFERENCE BETWEEN LISTENING & HEARING PURPOSES OF LISTENING IMPORTANCE/ ADVANTAGES OF EFFECTIVE LISTENING TYPES OF LISTENING TRAITS OF A GOOD LISTENER HOW TO BE A GOOD LISTENER BARRIERS TO EFFECTIVE LISTENING ETHICS OF TELEPHONIC CONVERSATION MODERN DEVICES OF COMMUNICATION
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EFFECTIVE LISTENING
IMPORTANCE OF LISTENING
Listening plays a significant role in the interactive process of business transactions. Listening is a means of gathering information and acquiring knowledge. A number of benefits would accrue to you by cultivating this skill.

1.It helps you to improve intellectual ability to understand and evaluate the views and opinions expressed by others.
2. Enable you to gather proper and accurate information, facilitating appropriate decision-making.

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3. Assist you to establish rapport with co-workers quickly.

All hearing is not listening :- The former is merely a

physiological process in which the sound waves emanating from animate or inanimate objects strike the eardrums.

Listening on the other hand is a four-stage :self generated activity.

1. The first stage is the reception of the sound waves through the ears. 2. The second is the interpretation of the sound received and 3. The third is an evaluation of the interpreted meaning in the context of the needsJM,RCET.2009 and expectations of the listener. 313

3. Assist you to establish rapport with co-workers quickly.

All hearing is not listening :- The former is merely a

physiological process in which the sound waves emanating from animate or inanimate objects strike the eardrums.

Listening on the other hand is a four-stage :self generated activity.

1. The first stage is the reception of the sound waves through the ears. 2. The second is the interpretation of the sound received and 3. The third is an evaluation of the interpreted meaning in the context of the needsJM,RCET.2009 and expectations of the listener. 314

4. The fourth stage is the reaction to the message. Listening thus is purposeful hearing. PURPOSES OF LISTENING: FOR RELAXATION FOR ENTERTAINMENT TO PERSUADE OR DISSUADE TO MOTIVATE FOR INSPIRATION FOR KNOWLEDGE FOR INFORMATION FOR WHILING AWAY TIME, ETC.
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TYPES OF LISTENING
1. ACTIVE /COMPREHENSIVE LISTENING: This type of listening calls for complete involvement, concentration, focus & attention of the listeners. It is important in scientific researches, judiciary business field, teaching etc. 1. PASSIVE LISTENING :Here listening is done in a casual manner, where one fakes to be listening with full concentration but is actually just hearing. 2. SELECTIVE/CONTENT LISTENING : It means selecting the desired part & ignoring the undesired part of the message. 3. EMPATHIC LISTENING : It involves listening not only through ears but also through eyes & heart. It is done with the purpose to understand the person fully, both emotionally & intellectually.
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5. CRITICAL LISTENING : This type of listening requires examination of the speakers ideas, purposes, relevant thoughts etc. All the things spoken by the speaker are evaluated logically . 6. INTERACTIVE LISTENING : This type of listening is done by us in day to day interactions with different kind of people that we come across.

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BARRIERS TO LISTENING
Barriers are the factors which impede the flow of effective listening/ listening skills. These are as followsPhysical/ environmental/external barriers People related barriers-It can be eitherI. Speaker related II. Listener related

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PHYSICAL BARRIERS
These can be interruptions present in the surroundings. Like1. Noise or unwanted sounds coming from vehicles, machines, loudspeakers etc 2. Transmission failures ( telephone network etc creates obstacles in the process of listening 3. The speaker speaks very close to the microphone or keeps too much distance.
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People related barriers

Speaker related1. The speakers physical look may distract the listener from being focused. 2. Improper/ dull presentation of the topic 3. Incorrect pronunciation & other grammatical mistakes 4. The speaker speaks very rapidly or with an accent which is not clear 5. Lack of adequate knowledge/ information
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LISTENER RELATED BARRIERS

It can be both physical & psychological1. Physiological barriers arise when : i. The listener suffers from ill health, ii. fatigue, iii. sleeplessness, iv. hearing problems & the like

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2. i. ii. iii.

Psychological problems arise when : There are hierarchical differences The listener suffers from allness fallacy They may relate to bias against speaker or the message iv. Lack of credence about the source of communication v. Underestimation of the speaker vi. Inattentiveness / lack of interest vii. Unsolicited advice, etc.
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HOW TO BECOME A GOOD LISTENER

Concentrate on what a person is saying rather than on how he looks. Repeat the key ideas to yourself. Particularly ,while listening to a long lecture and see if you can put or repeat all the important ideas the speaker has put. Try to relate the speakers remarks to your personal background and experience which will help you to retain those remarks for a long time.

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Dont have a wavering mind while the speaker is saying. Do not allow anything in your mind except the mood of the speaker. Listen with a positive attitude. your prejudice should not close your mind and thus prevent you from listening. Try to grasp the message and listen to what you cannot hear.

Take notes if you feel desirable to a minimum without distracting your mind.
Do not be afraid to ask question to seek clarification. Asking questions is an evidence of your interestedness.
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ADVANTAGES OF GOOD LISTENING IN BUSINESS 1.Careful listening to the grapevine will enable you to know the thinking of the staff about the organization, its policies and activities.( better feedback ) 2. If you listen to your subordinates carefully, it will enable you to know which policies are suitable for the organization.(make suitable changes/ improvements ) 3. Listening mollifies the complaining employees. This is possible if you listen to them patiently and sympathetically. 4. The managers should not be bad listeners. They should listen to the employees sympathetically. The employees will be encouraged to talk and there will be free upward JM,RCET.2009 325 communication.

5. Listening helps to spot sensitive areas before they become explosive . Thus their solutions can be found out easily.(to avoid strikes & lock outs )

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TEN COMMANDMENTS OF LISTENING

1. STOP TALKING 2. PUT THE SPEAKER AT EASE 3. SHOW YOU WANT TO LISTEN 4. REMOVE DISTRACTIONS 5. EMPATHIZE WITH THE SPEAKER 6. BE PATIENT 7. HOLD YOUR TEMPER 8. REFRAIN FROM ARGUEMENTATION & CRITISM 9. ASK QUESTIONS & ELICIT MORE 10. STOP TALKING AGAIN

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TELEPHONIC CONVERSATION
One form of dyadic conversation is interaction between two persons on the telephone. In this form the advantage of using body language and eye-contact is lost. But it is one of the commonest and fastest ways of contacting person. It is simple, handy and in the long run economical.

GUIDELINES
Cultivate a cheerful and friendly tone. Modulate your voice. Never sound hurried, flustered or impatient. Enunciate your words clearly. Do not use slang. JM,RCET.2009

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 Speak distinctly . If you use a word which is likely to be misunderstood ,spell it out. Be courteous in all circumstances.

Dont engage your Telephone longer than necessary.

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* Lift the receiver promptly.

Reveal your identity . Ex. Ram Gopal, chief Accountant.

Hold the mouthpiece properly.

If you do not know who the caller is, obtain his name and designation. Even if the caller is annoyed keep yourself cool. Give the required information accurately . If it is not readily available promise to ring back and of course keep your promise. If a wrong number call comes to you do not abuse the caller or slam down the receiver.
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 Keep a jot pad and a pencil handy to note messages,if any.

Keep your telephone on your left hand side so that the right hand is free to write.
Take the message fully and correctly;a suggested form is given:

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TELEPHONE MESSAGE DEPARTMENT/SECTION -----------------------------------------------------------------MESSAGE FORM: TELEPHONE NO: -----------------------------------------------------------------MESSAGE FOR: -----------------------------------------------------------------RECEIVED AT (TIME) ON (DATE) -----------------------------------------------------------------MESSAGE -----------------------------------------------------------------MESSAGE TAKEN BY:

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* Have a personal telephone directory listing the telephone numbers which you have often to use. If you are making a call for some body else,follow his instruction. Have all the material ready before you dial the number. It is bad manners to keep some body on the line while you rummage through your files. If you have to say a number of things,alert the listener by saying something like this : I want your /opinion on two points. 1. ---2. ----JM,RCET.2009 336

 If you wish to leave a message say so and give a few seconds to the receiver to get ready. Let your message be clear and accurate. If it is important, you repeat it.

However amiable you may be, but there-may be some persons in your organization with whom you may not like to have any face-to-face interaction. Unless circumstances force you, you can use the telephone as a tool of contact. Similarly if you find that an officer is busy in interacting with others, very often or for long periods and you have an urgent business to transact with him, telephone is the answer . Of course you have to decide individual cases and situation as to when to use the telephone and when not to use it.
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Role of Information technology

The world has entered the information age surpassing the industrial age which has been made possible by the ever increasing developments in the field of information technology. In this age ,the computers & communication technologies combine to form information technology . Information technology is one of the most pervasive technologies & hence, has effects on practically everything we do. In the field of communication , the impact of internet, e-mail, voice-mail, multimedia, tele- conferencing etc, on business , educational & other organizations has been tremendous.
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 Let us briefly look at the significant changes it has brought about in various areas1. Manual writing or traditional typewriting has been replaced by devices capable of producing neater & more legible documents at a faster pace. 2. Automation has reduced the incidence of error & has led to an increase in output. 3. The boredom & fatigue caused by clerical work in handling & manipulating data has been considerably diminished. 4. New devices of storing data have led to enormous saving in space. 5. Routine office work has become accurate, easy, convenient & cost effective.
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MODERN INFORMATION TECHNOLOGY:

Word Processor: A word processor combines in it the characteristics of a computer and typewriter. It simplifies the work of written communication. We can type out a message, edit it , copy it, rewrite it as we like. 1. We can delete or add words, phrases or sentences, wherever we like. 2. We can move whole sections of the text from one place to another. 3. We can easily locate where a word or phrase appears in the text. 4. Spell check programmes help us to correct the spellings of words. JM,RCET.2009 340

5. There is a thesaurus that helps to find alternatives and synonyms to specific words. Effective use of word processor: acquire a good typing speed. learn the basics of software as well as hardware. use spell-check to correct spelling of words. use the thesaurus when not satisfied with word. Acquire the knowledge of fonts and typestyle. learn to print on laser printers. Learn to integrate with other forms of electronic media (EMail etc.)
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TELEX & FAX:

Telex is the name given to the name of the machine that is located at the post office whereby written messages can be communicated to another place that has been installed with a similar machine. The teleprinter consists of the keyboard transmitter and receiver for transmitting the coded signals and printing the message. When a message is to be sent, the operator waits for the dial tone, dials the number desired and if the number is contacted, types the message on a printer paper. This message is received at the receivers end on a similar paper.
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FAX MACHINE

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TELEX

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Advantages: It enables transmission of written messages from one subscriber to another. It combines the advantages of both the telephone and the written message. In his absence, the printer will type the message out on a piece of paper which can be read by the receiver on his return. The system can be used for booking inland as well as overseas messages. It is useful for large business houses, news agencies, stock exchange dealers, etc.. Messages can be transmitted and received at any time of the day or night.
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Offices are now going in for FAX machines (Facsimile Transmission Facilities). This machine works on the same system as the Telex. However, visual material such as illustrations, photographs and art work can also be sent through this machine. All that is required is a FAX machine with a connected telephone. Documents to be transmitted are to be fed into the machine, This is electronically scanned and transmitted to the receiving end where an identical copy of the document is reproduced on a blank piece of paper.

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 ADVANTAGES OF FAX : 1. The major advantages of fax are its speed & nominal cost. 2. It can be used for official purpose. 3. it provides an advantage not available through any other form of electronic communicationthe transmission to other fax machines, anywhere in the world of exact copies of written material, drawings, photographs etc. 4. It is now used for relaying weather satellites images.

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E-MAIL:
E-Mail involves sending of messages via telecommunication links. If two computer terminals are connected on network, it is possible to send messages from one terminal to another. The message is typed on a computer screen at one end, and is conveyed to the other end through electric impulses. The person at the other end is alerted by a signal. Or he can occasionally see his mailbox for any incoming mail. Then he can get it flashed onto the screen. He can store it or erase it.
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Advantages: It is the quickest means of transmitting a message. E-Mail is a silent sender. The message can be read at leisure whenever wanted. E-Mail saves us from telephone tags. It does not depend upon the availability of the receiver. Message can be sent whenever desired, day or night. E-Mail can be sent to a large number of people at the same time. If both persons are sitting at their terminals simultaneously, clarifications can be sought and there can be a chat. E-Mail messages can be stored for future reference.
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TELE- CONFERENCING
Tele-conferencing is an electronic communication between two or more people at two or more locations. In its simplest form, it is the telephone conference call that has been available for many years. Tele- conferencing encompasses both audio conferencing & video conferencing . AUDIO- CONFERENCING :It is the use of voice communications equipment to establish an audio link between geographically dispersed persons for the purpose of conducting a conference. when using two way calls all participants can speak with all other participants. In one way conference calls, oral messages are delivered simultaneously to many locations.
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 ADVANTAGES: 1. It can be arranged within a short period of time. 2. It is thus of special use to organizations which are spread over a wide geographical area & which need frequent oral interaction among various units. DISADVANTAGES ; 1. It cannot replace the face to face interaction between people.
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 Video conferencing is talking to another person through the microphone & the speakers connected to the computer. It is the exchange of messages ( both voice & image) between individuals or groups of people separated by topographical distance. Each individual taking part into videoconferencing has to enter a separate television studio, containing cameras & microphones to send message, & monitors to receive them
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Video- conferencing

VIDEO-CONFERENCING

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Video conferencing

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 ADVANTAGES : 1. It has emerged as a major business & management tool. It serves as a substitute for face to face communication. 2. It allows people in different locations to hold interactive meetings. 3. It leads to saving in traveling costs of the executives. 4. It leads to saving in time of holding meetings. 5. It facilitates rapid expansion of knowledge of people sitting at different places.
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 LIMITATIONS 1. This set up is the most expensive amongst the electronically aided conferencing approaches. 2. The person that you want to talk to should have a computer as well as the software & hardware required for conferencing. 3. Computer is not portable like a cellular phone . 4. The privacy of a video conferencing is not guaranteed.
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INTERNET
The internet is a net-work under which computers all over the world are connected together by satellite links, radio links, telephone links etc. In short, a wide interlinked accommodation of computer is called internet. In todays world, internet has become one of the prime necessities for the sellers, customers, advertisers, students etc. It provides wide range of information. It can be considered as a large newspaper which has every information for every one always ready.

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ADVANTAGES : 1. We can get lots of information on the topics of interest by surfing the World Wide Web. 2. Sending E-Mail is done via internet in which written message is conveyed to the internet connected computer situated anywhere in the world. 3. We can download files & movies. 4. We can get E-mail messages through on line chatting. 5. We can buy & sell all kinds of things without
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 Leaving home which is known as on line shopping. 6. Teleconferencing can be done with the help of internet connected computers. 7. Voice mails are also sent in large number from one part of the world to another. 8. Almost every journal and magazine is available on internet, the copies of which can be had instantaneously. 9. Customers can have a lot of information about the products on sale world wide.
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MULTIMEDIA
The term multimedia is made up of two words. Multi means many & media means communication. Therefore, the term multi media refers to the use of more than one medium to communicate. The medium can be written word ( as in a book ), a sound effect ( as in an audio cassette ),& movement (as in animation). Most multimedia programs require enormous storage space. They are generally stored on CDROMs as they have high storage capacity.
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MULTI- MEDIA

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 In multimedia , all the elements dazzling pictures, animation, sounds, video clips & text Etc. excite the human brain. Uses of multimedia : 1. With the help of it , demonstration of company products can be done in easy, economical & attractive manner. 2. People can have easy conferencing . 3. Movies , animations etc are prepared with the help of multimedia. 4. It is widely used in advertising industry as it is economical.
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Voice mail A system digitizes that a spoken message, transmits it over the network, and stores the message on a disk for the receiver to retrieve later.

 Intranets An organizational communication network that uses Internet technology but is accessible only to organizational employees. Extranets An organizational communication network that uses Internet technology and allows authorized users inside the organization to communicate with certain outsiders such as customers or vendors.