Group Communication

EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________

QUESTIONS AND ANSWERS: Q.1)

What is meant by saying that where the chairman should able to deal with Hidden Agenda, and Mention some advantage and disadvantage of committee meeting, conference meeting.

Ans:

The chairman should be able to recognize all the members present and should make it a point to introduce newcomers to those present. His greatest skill lies, however, in his ability to deal with the “hidden agenda”. The formal agenda is placed before the meeting by the secretary and its items will be discussed at an “intellectual level” by the members at the instance of the chairman, but what is not placed before the members is the hidden emotional agenda. By this hidden emotional agenda is means the feelings, ambitions, and beliefs of the members present. These feelings and emotions are never openly expressed but they influence the direction the discussion takes. The chairman must learn to recognize the items of the hidden agenda present and make correct judgments about when to suppress them and when to encourage their open expression.

Advantage of committees meetings: 1. Effective Communication is achieved: When a problem is tackled by many heads a solution is likely to be found. We have already seen that according to research, a committee of seven persons is said have a composite experience of 150 years. There is face to face communication and immediate feedback. 2. Reactions can be obtained: If a committee contains customers, clients, employees, casual workers and trade union representatives, the management is in a better position to understand how its decisions will be received and will come to know the problems faced by these groups. 3. Improves employer-employee relations: If employees are included in management and other organizational committees, they get a sense of participation and this greatly help to improve employer-employees relations. 4. Co-ordination and decision-making: Periodic meetings of departmental heads can help to achieve co-ordination between the different departments.

1

EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________

Committee meetings at the level higher management help to take proper and effective decisions regarding the working of the whole organization. Disadvantage of committees meetings: 1. Both, formal and informal meetings can be time – consuming and expensive. A great deal of money and time has to be spent on making preparations and on the actual conduct of a meeting. 2. A meeting may end without any useful conclusion if there is much disagreement among the participants. 3. There may not be any useful outcome. Several persons take meetings lightly and attend without preparation, just for the sake of spending some time away from their work place. 4. If the chairperson is not skilled in conducting a meeting, there may be a great deal of useless talk from the chair, causing other to feel frustrated if they do not get an opportunity to respond or to express their views. 5. Recent research in group activity has shown that leader and participants can be trained in group activity and discussion. The disadvantages can be overcome with training of organization members. Advantages of Conference: 1. They encourage the exchange of ideas and opinions. 2.

They bring out the many facts of a problem or situation by discussion.

3.

They provide valuable practice in analyzing situations and help to determine what should be done.

4.

Like committee meetings, they provide an opportunity for face to face communication, personal observation and conversation.

5.

They provide an opportunity for consultation with parties like customers,

clients,

trade

union

representatives

and

management to gather their reactions. 6.

They increase employee motivation by employee participation.

Disadvantages of Conference: -

2

enable

EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________

1.

When conferences are held often with subordinates they might give the subordinates the impression that the management is unable to arrive at a decision on its own.

2.

If a subordinates is called to a conference on a subject which is out side his scope of experience it will only make him feel frustrated and inadequate.

3.

Sometimes, when conferences are badly chaired they might only result in clouding as issue or complicating a problem.

Q.2)

How would you prepare yourself to take part in common meeting and conference and what will you do for the meeting to be in the progress?

Ans: - Preparation for Taking Part in the Common and Conference Meetings A meeting needs the support of written communication in the form of notice of the meeting, agenda of items to be discussed at the meeting and minutes which are a record of the proceedings of the meeting. The seating arrangements and the duration of the meeting depend upon the number of participants, the subject of the meeting and the objective of the meeting. It may be a small committee meeting or large conference meeting, or a group discussion meetings; its success depends on the preparation and arrangements made by those in charge and responsible for calling the meeting and conducting it. The convener, chairman or leader has the responsibility to ensure that the arrangements are made properly. A secretary or any member of the staff may be assigned the duty of arranging for the meeting; the person making the arrangements must be briefed properly and given a check – list to work from. Checklist for Meeting Arrangements: 

Sufficient number of chair properly arranged.



Names plates for participants and name boards for seating arrangement.



Writing material and pointers.



Pins, clips, paper-weight, paper cutters, staplers, punches.



Sounds equipment to be tested.

3

EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________



Projection equipment:

a.

Plugged in, tested.

b.

Focused and properly leveled.

c.

Properly cleaned lenses.

d.

Spare lamps and fuses. 

Facilities for display

a.

Screens

b.

Blackboard, Chalk, Dusters.

c.

Easel, Crayons. 

Extension cords placed properly so that no one will trip over them.



Provision for darkening the room if necessary.



Exhibits, projection material, arranged in required sequence.



Water and glasses.

PROGRESS THE MEETINGS: The discussion can be passed on the participants by putting a general question to group; if this does not work, a specific question may be addressed to particular person. Some leader takes pains to brief a member, in advance, to raise certain points to get the discussion started. The leader should talk as little as possible, and not take up more than % of the total meeting time; the leader’s job is to guide the discussion, to see that it does not get out of point, that it does not get stuck, or limited to just two or three persons. The leader must never pose as an expert or authority on any matter. The group must be encouraged and helped to take the decision as far as possible. The leader can direct their thinking through skilful use of questions, summaries and examples. A major task of the leader is to deal with difficult participants; there may be the professional opposes the non-contributors, the show-stealers, complainers and ramblers. The leader must master the art of asking questions and the art of interrupting without giving offense or

4

EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________

being discourteous; the leader needs patience, alertness, knowledge of the subject and a cool head. Q.3)

NOTES: -

Ans: - COMMITTEE MEETINGS: A committee is a small group of persons entrusted with a special business task appointed by a bigger group or someone in authority. A committee is a tool of administration and management and is expected to complete a given task in the given time. It meets as often as is required for the task, and maintains the minutes of its meetings. It is expected to prepare a report of its conclusions and submit it to the appointing authority. The size of committee usually affects its working; sometimes a large committee may not arrive at decisions owing to too many differences of opinion; on the other hand, a very small committee may find that it lacks the information it needs. There are several types of committees: a. Sub-committee. b. Ad hoc committee. c. Standing committee. d. Special committee. SALES FORECASTING CONFERENCE: Sales managers have weekly conferences with their assistants and sales representatives to review the week’s work and prepare for the next week on the basis of oral reports and the views given by the salesmen. Similar conferences may be held by the advertising, research and pricing departments. The forecast made at these conferences are submitted to top management for consideration and decision making.

Case Example of Sales Forecasting: -

5

EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________

The sales department of the Xandu Medicines was not functioning properly. Some salesmen reported good sales in their assigned localities while others did not seems to be able to sell anything. The sales manager decided to call a conference of the representatives every Saturday afternoon. At this conference, all the salesmen were required to report on their activities during the week. They were encouraged to discuss the problems raised by the reports. It was found that the salesmen were picking up valuable tips from one another and within a few months the sales figures mounted. SEMINAR: A seminar is a discussion group before whom the findings of some research or advanced study are placed in the form of oral or written reports and then discussed in detail. Generally one scholar or researcher reads or presents a paper and this is followed by a healthy interchange of ideas. It is, however possible to have a seminar at which more than two papers are read by different persons before the in-depth discussion is allowed by the chairman. Seminars are held for specialized people on specialized topics in order to bring about a cross-fertilization of ideas. There may or may not be an audience. A seminar could continue for two or three days, and be divided into a number of sessions. A seminar usually begins with a key note speech or addresses by a person who is prominent or an expert. His speech sets the tone and quality of the whole proceedings. FINAL DISCUSSION: At a panel discussion no papers are presented or read out. The participants speak spontaneously, expressing their points of view, on an announced topic. There is usually a moderator for the discussion who ensures that all the participants are heard by posing specific questions. Panel discussions are very popular on radio and TV. MOTIVATION: Motivation may be defined as inspiring a person to intensify his willingness to work harder for the achievement of desired objectives. 6

EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________

According to William G. Scott, “Motivation means a process of stimulating people to action, to accomplish desired goals”.

Five type of motivating human behavior: a. Physiological needs b. Safety needs c. Social needs d. Esteem needs e. Self-actualization needs Q.4) Explain the terms notices of meetings, agenda and resolution and why it’s important. Ans: - Notices of meetings: Sending a notice is the first step in convening a meeting. In the case of official meetings like those of companies a meeting is not said to be legal unless a proper notice has been issued. To a lesser extent this is also true of semi-official and informal meetings. A notice is written intimation of the date, time, place and the business to be transacted at the meeting to all persons who are entitled to get it. The notice is sent by the secretary of the association or company and it can be posted or inserted in the newspapers in the form of an advertisement. The notice of a meeting must be sent a certain number of days before it is held so as enable the persons attending the meeting to have some time to think about the matter to be considered and decided at the meeting. Notices should therefore be sent at least two weeks in advance. In the case of company meetings the usual prescribed period is 21 days. The following points should be noted about the issuance of notice: a) It should be issued by a competent authority like the secretary after obtaining proper authority from the managing committee or board of directors.

7

EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________

b) It must send to all the members, without exception, and also to others like auditors who are under the rules entitled to attend the meeting. c) The place that is mentioned in the notice for holding the meeting should be one that is convenient for all attend, as also the time. Preparation of Agenda: It is the secretary of the association or company who undertakes the work of preparing the agenda of the meeting. He does this in consultation with the president or chairman. An agenda is list of items to be discussed at a meeting. The items should be arranged in logical order and should be within the scope of the business to be transacted at the meeting. At the meeting the chairman takes up the items in the agenda, one by one, in the same order. The agenda is usually sent to members along with the notice. The main purpose is to provide advance information to the members of the matters to be discussed at the meeting. It helps the chairman to guide discussions during the meeting and the members can prepare themselves properly in advance. The first item in the agenda is usually reading and approving the minutes of the last meeting. The last item on the agenda is ‘vote of thanks to the chair’. In between the main business of the meeting is arranged. Routine items like passing of audited statements and opening of bank accounts should be placed earlier. Items requiring discussion and debate should be placed at end. This done so that the chairman can adjourn a discussion that is becoming interminable and so that routine but important items do not suffer. Resolutions: A resolution is formal expression of opinion by a meeting. It means a firm decision or opinion formally expressed by a group of people, unanimously or by a simple majority. It is, in fact, the act of resolving a problem. A question on which a vote is to be taken is called a “motion”. A motion begins with the word “that”. The wording of the motion is positive and it must be clear and concise. When a motion is passed by voting at a meeting, it becomes a

8

EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________

resolution. An association or company conducts its business by passing resolution at meetings. According to the companies act of 1959, resolutions can be of three kinds: (a) ordinary resolutions, (b) special resolution, (c) Resolutions requiring special notice. Resolutions are voted upon and passed or rejected by those attending the meeting. A resolution is proposed by one of the members present, seconded by another member, and then voted upon after discussion. Q.5) Draft a notice conveniently the meeting of co- operator society or limited company. Ans: RONEO VICKERS LTD 36, Sunder nagar, New Delhi

Mr. B.K.Lohia 59, nariman bhavan Mumbai – 21 Dear Sir, This is to inform you that a meeting of the board of director of the company will be held in the board room of the registered office the company on the 18th of August at 10:45 a.m. when you are requested to be present. The agenda for the meeting is enclosed. Yours faithfully XYZ Secretary Encl: As above

Q. 6) Draft the notice with agenda for the special meeting for the committee for ACC Company which is facing financial problem. Ans: -

KERALEEYA CO-OPERATIVE BANK Ltd., 32, R.C. Studio Road, Chembur, Mumbai.

9

executive

EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________

NOTICE Notice is hereby given that a special general meeting of the Keraleeya Co-operative Bank Ltd. Chembur (Mumbai) will be held at the premises of the bank at Chembur on Wednesday 21st March 2003 at 2:30 p.m. to transact the following business. AGENDA 1. To consider, and if approved, adopt the suggestion contained in the report of the loan sub-committee. 2. To approve the rate of dividend recommended by the managing committee. 3. Any other business that may be brought forward for which due notice has been given. By order of the managing committee (K. T. Vailankanni) Secretary Q.7)

Draft carefully resolution for the appointment for sub–committee to collect fund.

Ans: -

Resolution for collecting fund Resolved that the ACC Company has appointed the sub-committee member collecting fund for a period of commencing from 12th July 2006 on the same terms and condition as were embodied in the agreement

dated

14

July2001.

Secretary Q.8)

Basic technique of holding interview. What is meant by WASP and briefly explain.

Ans: -

Interview Techniques The basic technique of conducting an interview has already been described by the mnemonic WASP (Welcome, Acquiring Information, Supply

10

EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________

Information, and Parting). In addition, we must consider some other techniques (good and not so good) that organization adopt. Screening:- Under conditions of unemployment there are likely to be a large number of applicants for any post that is advertised. It would be a waste of time and energy to call all the applicants for an interview. The applications are therefore first screened by an official who rejects all those that do not fulfill the requirements of age, previous experience, qualifications and salary. Reliance on tests:- In the last fifty years psychological testing has come to be accepted as a technique for selection in business houses. Some of these tests are written and designed to find out the intelligence, general knowledge, mathematical proficiency and speed of thought of the candidate. Other test like personality and leadership test are conducted in a the course of the interview. Reliance on experience:- Some interviewer in some organization give exceptional importance to practical experiences and regard paper qualification as just so much rubbish. This is an undesirable attitude as it results in the rejection of many applicants who could have made enthusiastic and dedicated workers. Reliance on random appearance:- Some employer of the old school reject the technique of screening and believe in calling up applicants straights for an interview in the beliefs that “the man is important than the application”. Q.9)

Name the different type of interview and elaborate. Drawback the interview.

Ans: - Different types of interview Promotion interview: - A person due for promotion is interview even if there is no competition. The interview is likely to be informal and serves as an induction into a new team, with new responsibilities. Appraisal or assessment interview: - Appraisal interview is one of the methods of periodical assessment employees. There are method like completion of self-assessment forms and assessment by supervisor. But

11

EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________

annual appraisal interview is the best method for judging employees attitude. Exit interview: - The organization can get feedback on employee’s attitude to and opinion of the organization policies. An employee who is leaving has no fear of the bosses displeasure and is likely to express his opinion of the organization employee relation, public relation, sale policies etc. Problem interview: - A problem interview is a meeting with a problem employee. An employee whose performance or behavior is unsatisfactory in spite of warning represents a problem. An interview is more likely to suggest a solution than a warning and notices. Stress interview: - As the name suggest, stress interview puts the candidate into difficult situation in order to test his reaction to stress. This method is used for selection for position in which the person must be able to face difficult situation without getting upset. Selection interview: - The interview is the basis for important decisions for both, the employer and candidate. The interviewer has to decide whether the candidate be appointed; an organization wants to find right person for employment and the selection can affect the organization.

Drawbacks of interviewing Most interviews fails as a mean of communication on account of three reasons: a) The interviewer does not prepare properly and dose not conduct the interview with skill. b) The person likes and dislikes of the interviewer do not allow him to make a proper assessment of the candidate. These likes and dislikes may be on the basis of race, religion, educational background or even the behavior of the candidate, like his posture or way of talking. c) At an interview the stress is usually on making the candidate may “speak out” while what the job may call for is a “good Q.10) Give your advice for the candidate appearing for a interviewer committee.

12

EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________

Ans: - Candidate’s preparation: The candidate must be physically, mentally and psychologically prepared for the interview. It is not only information and knowledge of the candidate that is assessed at an interview; the whole personality is assessed. a) Physical preparation: - The candidate is expected to be properly groomed and formally dressed. Clean and well-cut nails, properly combed hair and general personal hygiene are very important. Well-laundered and wellfitting clothes, neat footwear, and a suitable hand bag or brief case are the normal requirements of formal appearance. Posture, that is, carriage and bearing develop over the years; it cannot be changed in short time. Those who find that their posture is poor must practice to improve it. The way a candidate carries him-self while standing, walking and sitting reveals a good deal about him. Self-confidence, nervousness or over-confidence, are all reflected in the posture and bearing of the candidate. Note your body movements, and take care to stop any bad habitual movements. b) Mental preparation: - For new job-seekers, it is necessary to revise subjects studied for the completed examinations and courses. Knowledge in the field of specialization must be up to date. It is absolutely necessary to take look at the bio-data, and be prepared to give more information about all items including hobbies and other interests, mentioned in it. Current events, important current issues in the country and in the word will be subjects at the interview. Regular reading if newspapers, listening to TV news and discussion on current issues are useful in being well-informed. Some personal views and opinions on current issues may be asked for; candidates must be able to discuss issues intelligently and support their opinions with well considered reasons. c) Psychological preparation: - Several situation or questions during an interview can cause discomfort or embarrassment to the candidate. It is better to anticipate some, and be prepared to handle such situations or questions. Balance of mind is needed to deal with a discouraging situation. Psychological prepared has to be built up slowly and gradually. It is part of personality and character development during education. d) Self-assessment: - Anyone who wants to be successful in life, make a good self-assessment. Knowledge of one’s strong points and weaknesses is very 13

EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________

useful in gaining self-confidence. Self-assessment takes time and should be done carefully and patiently. Parents and close friends can help in pointing out faults and in correcting them and also in finding out strong points and strengthening them. Q.11) Write the letters: a. Letter to the overdraft facilities. b.

Cash credit facilities inadequate overdraft facilities.

c. Unpaid balance on a overdraft accounts. d. Requesting the customer to close the accounts. e. Confirming services to the staff member. f. Letter to the branch office asking for conformation of overdraft which is not allowed. Ans: - A)

The bank of Bharat ltd. 7, Museum Street, Bangalore. 12 June 2006 Mr. H.D.Hoskot 90, Zociah Street, Bangalore. Dear Sir, Re: Your application for overdraft dated 1st June 2006. With reference to your above mentioned application it gives me pleasure to inform you that the board of directors has sanctioned limit of Rs. 1, 00,000/- this limit carries an interest of 3.5% over the bank rate subject to a minimum of 9.5%. This facility is the purpose of purchasing office furniture and fixtures. Please send a draft of the guarantee policy from the golkunda assurance company to enable us to proceed further in the matter. As a valued customer of our bank I would like to size this opportunity to

14

EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________

congratulate you and wish you the best of luck in your new office and venture. Very truly yours Manager b.) Cash credit facilities inadequate overdraft facilities. The bank of Bombay ltd Bombay house 8, West Street, Calcutta 7th July, 2005 The manager Relax industries ltd. 10, Circle Avenue, Calcutta Re: Your application for cash credit facilities. Dear Sir, This has reference to your letter No CCH/0987 dated 28 June 2003. I regret that the head office has not seen its way to allow you cash credit facilities against a pledge of petrol pump parts as suggested by you. It is the considered policy of this bank not to allow cash credit facilities against stocks of parts and equipment not imported through it. If you can make alternative arrangements for security I shall be glad to place your case before the head office for review. Yours faithfully Agent c.) Unpaid balance on an overdraft accounts. The bank of Bombay ltd 9, Nicola Street, Bombay 400004 9th July, 2003 15

EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________

Mr. P.M.chainani Causeway house, 5, colaba causeway, Bombay-400005 Dear Sir, In the past two months we have sent you several reminders about your delinquent account. We regret to note that you have neither paid up the sum on your overdraft account nor have you bothered to reply to our letters. We have, we believe, given you sufficient opportunity to co-operate with us and now we will have no recourse but to refer the matter to our legal department. We sincerely hope you will take advantage of this last letter. If we do not receive the money within the next six days the matter will be referred to our legal department for further action. Yours Faithfully, Manager d.) Requesting the customer to close the accounts. The Bombay bank ltd. 8, marina beach, Madras. 12th may, 2003 Mr. R.T.Sampat 16 Rao Street, Madras-9 Re: Your application for cash credit facilities. Dear Sir, I am instructed by my directors to communicate their request to you to close your current account No.6543 on or before the 30th June. My directors were

16

EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________

reluctantly compelled to arrive at the decision to terminate your account after going through the record of your account. Since 10th Nov 2003 it has been necessary to return unpaid ten cheques of yours. The last cheque of this nature was presented for payment only a week ago and had to be returned owing to sufficient funds. This mode of operating the account harms not only the reputation of the drawer but also that of the bank. You will, therefore, please make alternate arrangements and terminate the account by the 30th June. Respectfully yours, Agent

e.) Confirming services to the staff member. THE GOODLUCK BANK LTD., 9 Raobahadur Street, Jabalpur 8th MAY, 2003 The manager, Branch Control Dept., Good luck Bank Ltd., Head Office, M. Gandhi Road, Bombay-400001 Dear Sir, Subject: Confirmation of Mr. L.D’Souza. Mr. L.D’Souza joined our branch as an assistant accountant on 7th May, 2003. He was to have remained on probation for one year. As Mr. D’Souza completed the period of probation yesterday, I recommend that he be confirmed as a permanent member of the staff. Mr. D’Souza has given his immediate supervisors complete satisfaction with his work and I have found him hardworking and a prudent young man.

17

EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________

Yours Faithfully Agent

f.) Letter to the branch office asking for conformation of overdraft which is not allowed. THE BANK OF BOMBAY LTD. Palace Street Baroda 9th July, 2003 The Manager, Branch Control Dept., The Bank of Bombay Ltd., 6, Nicola Street, Bombay – 400001 Dear Sir, Subject: Messer Lalubhai and Ghelabhai. Messrs Lalubhai and Ghelabhai, valued customer of ours had informed us that they were expecting a cheque of Rs. 84,755 from Mehta & Co. in payment of their bill. They requested us to allow them a temporary overdrawing facility in their current. Account with us in anticipation of the cheque. We have allowed them an overdraft facility of Rs.15, 960/- for two days. The account was fully adjusted today. We shall be glad if you confirm our action in this matter as a special case. Yours Faithfully Agent Q.12) What are the different services to its customer? Ans: -

Type of different services to its customer: a)

Accepting Deposits (Current, Saving account, fixed, recurring, Cumulative Time Deposit etc.) 18

EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________

b)

Giving Credit (Loans, cash Overdraft, discounting Bills)

c)

Collecting Cheque, Drafts, Bills of Exchange, Hundies and Promissory Notes.

d)

Purchasing Bills.

e)

Foreign Exchange Transactions.

f)

Paying Taxes, Insurances premiums, subscription.

g)

Acting as a guarantor.

h)

Giving Safe Deposit Vault Facilities.

i)

Travellers’ and Gift Cheque

j)

Purchase and sale of securities.

k)

Acting as executives and trustees.

l)

Advising on Investments.

Q.13) What is a report? Why is report writing is essential in the modern business Ans: - A report is a logical presentation of facts and information. The information is needed for reviewing and evaluating progress, for planning future course of action and for taking decisions. Report provides feedback to the managers on various aspects of the organization. Reports are written for various purposes. They may be required to review performance, keep a check on a continuing activity, plan for the future needs of the organization, survey the market, submit standardized information, etc. Essential in the modern: Report writing is the direct outcome of the gigantisms and complexity of modern business organizations. Before the industrial Revolution in Europe, when department and branches were unheard of, report writing was not required. The sole trader knew all about his sales and purchases personally. If he was fortunate enough to have a large establishment or shop, he gathered his assistants around him in the evening and asked them what business had been transacted during the day. His assistants would then submit an oral report to him. 19

EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________

A report written by an individual may be sending in the form of a letter. If, however, the report likely to be a long one with several sub-title and sections then it should be return in the form an impersonal statement with a covering letter. Reports by individual must be written in the first person singular and there of great use to the report writer himself as they unable him to give expression to his talent and ability. Report by secretaries and experts come in these category. The report must be signed by the individual by writing it. Q.14) What is essential different between a report writing by individual and a committee. Ans: - Report written by individual: A report written by an individual may be sending in the form of a letter. If, however, the report likely to be a long one with several sub-title and sections then it should be return in the form an impersonal statement with a covering letter. Reports by individual must be written in the first person singular and there of great use to the report writer himself as they unable him to give expression to his talent and ability. Report by secretaries and experts come in these category. The report must be signed by the individual by writing it. Report written by committee: Reports written by committees or sub-committees are more impersonal in tone and formal in phraseology. They usually contain phrases like “the committee came to the conclusion” or “the committee was of the opinion”. The report is signed by the chairman on the behalf of the committee or by the members of the committee themselves, if they are not too many. While drafting such reports care should be taken to see that if any member of the committee has dissented from the general opinion of the committee a NOTE OF DISSENT, containing the member’s views, is attached to the report.

20

EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________

As committees in the business world, which submit the reports are not political bodies, no importance is attached to unanimity. Indeed committee members who express dissent often gives the authorities a clearer picture. When the matter to be investigated is of a complex nature its usual to appoint a committee or sub-committee. The committee consists of 3 or 4 persons who are specialists in different fields. The committee is so constituted that the same problem may be viewed from several angles and in its different aspects. For instance, if a new factory has to be started in a distant state a sub-committee consisting of a engineer, transportation expert, labour expert and financial expert will certainly submit a better report than an individual or a sub-committee consisting of only a financial expert and an administrator who would view the project from their own specialized view points only. Q.15) Write two feature of annual progress report, committee report. Ans: - Progress report or annual report: A progress report is reports usually send by an employee to his employer showing the advance or development in any project or work assigned to him. It could also take the form of a secretary or an outside expert reporting to the Board of Directors on the state of affairs in the company or the “progress” made in any particular department or venture. Progress reports are usually written by individual and are send in letter from. If progress reports are prepared at regular intervals, as is done in some organizations, there are known as periodic reports. Committee Reports: Reports by the committees are best written in the report form and not in letter form. The report form is also sometimes referred to as the schematic form. According to this form the title of the report is given first. This is followed by the other items mentioned in the section “what a report 21

EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________

usually contains” earlier in this chapter. The order of items given above may sometimes not be adhered to in strict fashion and sometimes the recommendations of the committee may be placed at the end of each item which presents the data. All committees report usually accompanied by a covering letter which is signed by the chairman of the committee.

Q.16) A committee has been appointed to investigation to starting manic chand company. Submit file to the company. Ans: - Committee Report on starting of manic chand: The signatories to this report formed themselves into a subcommittee in accordance with the instruction contained in resolution No. 97/2003 of the board of directors dated 17th October 2003, to study and report on the desirability of starting of factory of the manic chand Co. ltd. in location. In the second week of November your committee visited navsari, Ahmedabad and Surat. It discussed the project with several businessmen and industrialists of these towns. After due deliberation the committee is of the unanimous opinion that Navsari would be the best location for the proposed factory, for three reasons: 1. The city is rapidly developing and advancing industrially, 2. the large number of small-scale industries that have come up in recent years will enable us to find a ready market for our products, 3. electrical power and transport facilities are easily available. SITE: After inspecting a number of plots of lands in and around Navsari your committee recommend a vacant plot which is available in the Jojoba Estate. The plot admeasures 10000 sq.yards and is available for Rs.20, 00,000 which on verification we find is the correct prevailing market price. The land is sufficient to accommodate the factory plant, go down and

22

EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________

a few worker’s quarters. The land is adjacent to other industrial estates and has easy access to electric power and transport facilities.

Labour Position: Navsari

Mumbai

Skilled Rs. ______

per day Rs._____

Unskilled Rs.____

per day Rs._____

Ahmedabad Rs. _______ Rs._________

Competition If the proposed factory is started in Navsari the company will have an initial advantage as the nearest factory manufacturing similar products in Baroda in the north and in Mumbai in the south. Dealers and consumers in the neighboring areas would, therefore, prefer our product to save the cost and time of delivery. In view of the information given above the committee is of the considered opinion that manic chand Co. should start a factory at Navsari. 8th December 2003 SD/A.R.Mehta T.K.Asjane R.A.Doctor Q.17) What are the different factors that will influence decision making and explain. Ans: - Factors that will influence decision making: -

23

EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________

Decision Making: A decision is a choice or a resolution on a problem, a selected alternative. Managerial function involves deciding, determination of objectives, policies, programs, strategies etc. It is the selection of course of action from among alternatives available. A decision is the end result processed by deliberations and reasoning. 1. The authority: - The authority under which the report is being written is mentioned first. Thus an individual submitting a report must mention the person or resolution by which he has been authorized to write the report. Similarly sub-committee or committee reports mention the resolution of the board of directors by which they have formed themselves into a committee. 2. Terms of reference: - This section clearly spells out what aspects are to be covered by the report and helps the report writers by focusing their attention on the main issue. Thus the terms of reference of a committee might be to report on the poor quality of work put in by the workers in the factory. This means that the committee will have to address itself to this problem and should not stray into the field of economics or finance or the disadvantages of location, etc. 3. Procedure: - Here the report writers mention the procedure they followed in obtaining their data or information. How and when they visited different places, whom they met, with whom they corresponded and the details of the questionnaires issued, if any. 4. Findings: - Based on the data, facts and information collected the report writers will draw definite conclusions which are called ‘findings’. The findings are summarized statements of all the data collected. 5. Recommendations: - Based on the findings the report writers will give their recommendations or suggestions as to the best course of action to be followed. It is in this section that real skill and intelligence of the reportwriters is revealed. Q.18) New customer has requested for the credit facility of Rs. 1lakh for one month. Give reference of trader and that of his bank. Write a letter taking up bank reference. 24

EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________

Ans: - TO

32/RatanaSwami

The Gopal Rao,

Building, Opp.To

Manager of Bank,

Kanta Shop.

Dena Bank, Nr.

Charni Road-28

Dalal Street, Fort, Mumbai -23 Date: - 24/07/06 Subject: Application for credit facility with reference. Respected Sir, I Babu Rao customer of your bank had already requested for the credit facility of Rs 1 lakh for one month, but you said that have a reference of trader of the bank. And I had the reference of trader. In which trader himself written an application of reference to me. And myself attaching that reference letter with signature of trader, name as Shyam Lal. Who is going to take the responsibilities of my credit facility of Rs. 1lakhs for one month. And also Shyam Lal declares that I Babu Rao will return Rs.1lakh in between the given period credit Rs.1lakh to the bank. So kindly accept my request with the reference of Shyam Lal trader of bank. Thanking You Yours Faithfully Babu Rao. Q.19) What is tone & style should be used while writing to: a. Customers b. Banks c. Head Offices Ans: - To Customers, Dear Customers,

25

EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________

Here by informed you about that the bank had introduced the new scheme for all to give benefit to you all. So kindly contact to bank for further inquire or detail of the scheme, which is for limited period. Respected Sir, I Raj Kumar customer want to close my account in your bank. I am not happy with bank services and also not satisfied with your bank performance of last 2 years. So kindly pay back my money or transferred it to DENA BANK. And the A/C No. is 2786541. So please do it fast. To, Head office Respected Sir, I Arvin Roy head of the society, by writing this letter to you for informing you about dissatisfaction of our society with BMC progress. In the raining season one person sonu desai fell into road dumps and also injured seriously. But after rained season over, dumps on road still there and BMC is not helping us properly. So please help us quickly as possible with next three days. Thanking you Yours Faithfully XYZ Q.20) Write a letter notifying your insurance of fire that destroy your warehouse and the goods stock therein and request their to expectable the settlement of your claim. Ans: -

The Bombay Manufacturers 876, M. Gandhi Road, Fort, Bombay - 400001 10 August 2006 The Manager, Life Assurance Co. Ltd., 45, D. Nairobi Road., 26

EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________

Fort, Bombay – 400001 Dear Sir, Subject: Fire policy No.7654321 The goods insured under the above mentioned policy were destroyed last night by fire in the warehouse at Thane. It is difficult to ascertain at present the exact cause of the fire but I guess it was caused by a “rocket” cracker which may have been fired from a neighboring building terrace and which may have found its way into the warehouse through an open ventilator. The burnt out end of such a rocket was found after the fire brigade brought the flames under control at about 3 a.m. I arrived on the scene at 1.30 a.m. having rushed there after receiving a phone call from the night watchman. The watchman discovered the smoke and flames at 1 a.m. and immediately summoned the fire brigade. According to my estimate, paper and stationery stock worth Rs.75, 000 has been burn, lost and destroyed. You may, however, send your surveyor to inspect the damage at first hand. I shall thank you to send me the relevant papers to be filled in. Yours Faithfully Paper and Pen Company Partner Q.21) Explain brief fire insurance, marine insurance and life insurance. Ans: - Fire Insurance: A person who wishes to insure his goods or property against the risk of fire must apply to the insurance company giving full particulars on a “proposal form”. The company after examining the proposal will send its inspector to inspect the property or goods. Upon receiving the report of the inspector the company decides whether to accept the proposal or not. Of the proposal is accepted a premium is fixed and a cover note is issued to the assured party.

27

EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________

A cover note is an undertaking in writing to cover the risk till the actual policy is issued. A fire policy, being a personal contract between a party with an insurable interest and the insuring company, cannot be assigned to anyone. In the event of a fire taking place the client must inform the company and file his claim within fifteen days. The company may send its “surveyor” to assess the actual loss before payment is made. If there is a dispute the claim is referred to arbitrators. There are four types of fire policies: 1. Average Policy: - Under an average policy the assured party gets a rate able portion of the loss if the goods are underinsured. Suppose a structure worth Rs. 75, 000 is insured for only Rs. 50, 000 and the actual loss or damage by fire is Rs. 30, 000 then the assured party will not be paid the full extent of loss but only a rate able proportion. 2. Specific Policy: - Under a specific policy the assured party gets the full amount or extent of loss even if the property is underinsured. In the example given above the party would get the full amount of Rs. 30, 000. 3. Floating Policy: - When goods are not stored in one plce but in various places and policy is made out to cover all the goods then it is called a floating policy. 4. Valued Policy: - In a valued policy the businessman and the company arrive at an agreement on the value of the goods and the amount to be paid in the event of their total loss or damage. Marine Insurance:A marine insurance policy seeks to safeguard the insured party against loses incidental to sea voyages, in the terms and to the extent specified in the policy. The insurer in such contracts is known as the underwriter. As in fire insurance the party wishing to benefit by the insurance must have an insurable interest. An insurable interest may be

28

EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________

acquired by a party during the currency of the policy and he need not have it form the start or the period when the policy is drawn up. There are seven kinds of marine policies: 1. Valued Policy: - A valued policy is the same as in fire insurance. The amount to be paid in the event of loss is decided upon in advance between the insured and underwriter. 2. Unvalued Policy: - Under this policy the amount to be paid is not fixed in advance but is estimated after the loss and is subject to the limit of the sum assured. 3. Voyage Policy: - Under this policy the cargo is insured only for a specific voyage, say, Sydney to Bombay. 4. Time Policy: - Parts of a ship are usually insured under such policies. The policy insures goods or articles for specific periods of time, say, noon 3rd February,2002 to noon 3rd February 2003. 5. Mixed Policy: - This policy has the characteristics of the voyage and time policies jointly. It includes the risk for a specified voyage for a definite period. 6. Floating Policy: - Under this policy the cargo or goods insured are not in one ship but scattered among several vessels. The policy is issued for a round sum about the value of the total goods for a definite period of time. 7. Open Policy: - Under this policy an undertaking is given to insure goods to be shipped to specific ports during a period of time, say, about twelve months. Life Insurance: Under a life insurance contract the insurer agrees to pay a certain sum to the insured party on his reaching a particular age or those entitled to the amount in the event of his death. The consideration paid by the insured may be a lump sum or by periodic payments and is known as “premium”.

29

EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________

Life insurance in India is a nationalized business and the life insurance corporation of India has introduced several kinds of life policies. The better known types of policies are: 1. Whole Life Policy: - This policy matures only at the death of the insured party. Premium may be paid for a fixed number of years or for the entire period for the insured party’s life. 2. Endowment Policy: - The policy matures after a fixed period of time and premiums have to be paid for that time. In the event of the insured party’s death before the expiry of the period the amount will be paid to his heirs or nominees. 3. Joint Life Policy: - These policies are usually taken out by partnership firms in which the lives of two partners are jointly insured. The firms pay the premiums and in the event of the death of one partner the assured amount becomes payable to the survivor. 4. With Profit Policy: - The policy stipulates that the policy-holder can participate in the profit made by the insurance company from year to year. 5. Anticipatory Policy: - This policy gives back the total insured amount to the assured party in installments at regular intervals of five years or so depending on the duration of the policy. Q.22) A letter from policy holder to LIC wishing to surrender his policy for personnel reason. Ans: -

Clare Road, Byculla, 3, Star Chambers, Mumbai. 15 October 2009 The Divisional Manager Life Insurance Corporation, “Grantham” M. Camas Road., 30

EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________

Mumbai- 1 Dear Sir: RE: My life policy bearing No. 87554112 I am planning to migrate to Canada next year and I need all the money I have to pay for my passage and to meet other expenses. I would, therefore, like to surrender my policy and recover some money. Please let me know how much I am entitled to get. Yours Faithfully Lamar Singh Q.23) A letter from co-operation advising him against the step & recommending applying for loan. Ans: -

The Life Insurance Corporation “Gules tan”, Napier Road, Mumbai – 1 15 October 2009 Mr. P. K. Mehta Hill Heaven, Hill Road, Bandra, Mumbai – 50 Dear Sir, RE: Policy No. 4548724 own life. We have received your letter dated 18th March and are pleased to inform you that your above mentioned policy entitles you to a maximum loan of Rs. 11,000. The loan will be granted to you on production of satisfactory and unencumbered title. You are liable to repay the loan amount with interest on 31

EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________

it upon being given three month’s notice by the corporation. You will be required to assign the policy to the corporation which will hold at it as a security for the repayment of the loan amount and the interest thereon and also of any incidental expenses incurred by the corporation in this connection. You will be required to pay interest at 7% half yearly to the corporation. In case the policy matures before the loan is repaid the corporation retains the right to adjust the outstanding loan amount along with interest thereon against the policy amount and only the balance shall payable under the policy. To enable us to sanction the loan at an early date and prepare the loan bond, please send us immediately: a) Your original policy. b) Proof of age, if the same has not been admitted c) Assignee’s consent on the enclosed form. d)

A remittance of Rs____________ as a stamp fee. Yours Faithfully Divisional Manager

Q.24) What is public relationship and how it’s related to communication. Ans: - Public Relationship: - Public relations are the effort to establish and maintain a company’s image with the public. It means carrying out activities and communications for the purpose of promoting goodwill with the community, the employees, the customers, etc. A simple definition of public relation would be that it is good performance well communicated. It has two elements; action and expression; it begins with good acts and is expressed with good communication. Public Relation activities may carry out by corporations, government, organizations and individuals. The art and techniques of promoting such goodwill is also called Public Relations. It’s related to communication in the PR: 1. Publics for the PR of a school. 32

EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________

a. Teachers b. Office staff c. Staff and trade unions d. Students e. Parents of students f. Past students g. Hospitals and doctors in the neighborhood h. Ministry of education 2. Publics for the PR of a voluntary organization. a. Members b. Office staff c. Donors d. Local authorities e. Government departments f. Opinion leaders g. Critics and opponents 3. Publics for the PR of a bus services. a. Staff b. Trade unions c. Schools and colleges d. Tourist agencies and holiday trade e. Hotels f. Motor insurance companies g. Traffic police and R.T.O

4. Publics for the PR of a cosmetics manufacturer. a. Beauty parlors b. Wholesalers c. Retailers d. Staff e. Community around the factory f. Food and drugs administration 33

EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________

Obviously, the same communication would not be adequate for all the groups. Communication activities required for PR with each of the groups/publics must be carefully planned. However, while most of the groups are outside the organization, the staff is inside and forms the internal public. Q.25) Explain the internal and external public relation briefly. Ans: - Internal Public Relation: An organization needs good internal public relations with employees and members as much as it needs good external public relations. Employees: Different categories of employees form the internal public of an organization. They are the most concentrated and nearest public of an organization. This is also the smallest public. Good employee relations are essential for any business; it is even more important to create a feeling of loyalty among employees. For this purpose, companies have employee welfare schemes. Counseling and Advice: - Companies have counseling services to help employees to adjust themselves to their jobs and environment, and also give advice on personal matters. Suggestion Schemes: - The opportunity to make suggestions about their work and the equipment they handle gives psychological satisfaction to employees; this is an important for their ideas as well as skills and abilities are recognized and used by their organization. A suggestion scheme must have: a. Provision of suggestion forms and suggestion boxes; b.

A set of rules indicating who is eligible, what is the procedure examining and assessing suggestions, what is the basis for awards;

c. A committee for working the scheme; 34

EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________

d. A system of awards. Publications: - Publications intended specifically for the staff are house organs, bulletins, and news letters. There may be regular posters, manuals etc. which inform, educate, and entertain the employees. The public relations department is usually in charge of these publications.

External PR Customers: - Customers form the most various and widespread public. Their relationship with the organization is as buyers or users of the service provided; what they think of the organization will depend on their opinion of its products and its services. Service includes promptness in delivering goods, issuing receipts, giving after-sales service, besides courteous behavior by employees. Financiers: - Organization like banks, creditors, shareholders, donors, sponsors, of the organization and its work are all included in this group. The General Public: -The general public is the largest, the most diffuse and the least known of the groups that form an organization’s public. It is the entire society in which the organization exists and functions. Other Organizations: - Organizations like NGOs, educational institutions, interest groups, professional associations, etc.., are clearer groups than the general public; these are engaged in

definite activities and have definite views and goals.

Educational institutions, particularly professional institutes, are a source of trained personnel for a company. Q.26) Give explain showing that it’s a two way communicating process based on future understand. Ans: - Two ways of communication process based on future understanding Image building

35

EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________

Building a favorable image in the eyes of the public is very important for a corporate organization. In times of distress a good public image has known to come to the rescue of many companies. Many tools are used to build a favorable image. Audio-visual media Both radio and television are important media of mass communication in India is very few people can read and write. Public relations with the help of those media does not help of this media does not mean direct advertising but also sponsoring of educational programs, quiz contests, talks or discussions by scholars and scientists. Internal public relations The public relations department has also to concern itself with the problem of two ways communication with in the organization. Internal public relations may be described as the selection and the use of such channels and media of communication, within the organization, as will achieve the objective of maximum fraternal feeling, co-operation and the boosting of the morale of the members of the organizations. Men and women working within an organization are naturally interested to know the happenings and developments around them interested to know the happenings and developments around them and there place of work. They want to know all about their fellow workers, their supervisors, their working methods and conditions, their pay and taxes will affect their pay-pocket, the products they are making and how these products sell in the market. It is the task of the PR department to relay as much accurate and congenial information as possible about these matters to the employees in the organizations. In addition the PR department has to convey the reactions and response of the employees to the management Two ways of communication process based on future understanding Film shows

36

EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________

A regular display of colored instructional films and newels could go a long way to educate the employees and improve their working skills. Radios If radio sets located in the workers canteens and clubs, they would help to provide entertainment with education to the employees during intervals.

Q27) Mention some method of making PR program effective. Define crisis management and how it’s help to improve the organization. Ans: Method of making PR program effective: 1. Active 2. Opinion 3. Leader 4. No political leader 5. Reaction of the public Crisis management: - Crisis is a time of danger, difficulty and anxiety. It may be brought about by an accident or any unforeseen event; a large fire in a factory, collapse of a business building causing harm to employees and customers, a shootout by robbers who break in, are examples of a crisis. Gas leaks, explosions and other disasters have occurred in many parts of the world. The bomb explosions and in the Bombay stock exchange in 1992 is a familiar example. There is growing awareness that the management and the employees need to be trained in disaster and crisis management. A circus elephant once ran amok in Mumbai; there was no loss of life or property as the elephant was caught before it could do damage. But it was an emergency and a crisis for the management of the circus because people became fearful, lost confidence in the circus management’s ability to keep its animals under proper control, and felt hostile towards a show

37

EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________

business that had caused so much panic and disturbance in the city. The circus management’s public image was damage. Improve the organizations: Crisis management is about managing a situation like this, when panic is the natural reaction. What steps can the management or the owner of a small enterprise take? First of all, huddle all the top persons together; a real crisis outstrips one person’s ability to manage. Take a team approach. Collect all information which will help to solve the problem; there will be a time of ambiguity as to what caused the problem; ambiguity is a part of a manager’s or entrepreneurs functioning. Communicating for crisis control is a severe test of a person’s ability; only prior training, preparedness and planning for emergencies can ensure good performance. Q.28) Draft a letter a foreign visitor to yours and what will be the VIP treatment provided by him. Ans: - To, The Foreign Department Head, Mr. Teary Johan Rumbas Road, Mumbai -54 Date: - 12/06/06 Dear Sir, I Mike tiara the foreign visitor of the Holland and I want to know about the VIP treatment in India for us. So please reply me quickly about the VIP facilities and detail of it. Thanking You Yours Faithfully

38

EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________

Q29.) As a proprietor of AC theater. Write to a firm to interior decoration, inviting them for renovation of the auditorium. Ans: -

Invitation to Interior decoration I Rakish Swathe proprietor of AC theater and my theater is not well looking now a day. I want to change the design and style of the theater into new or better look for the future. So I inviting best interior decoration from your firm, I will be waiting for the call. And my phone number is 9869545485. Owner

Q.30) Write a letter to inquire to wholesaler market asking 500 readymade T-shirt. Ask for price and literature. Ans: To, The Wholesaler,

530, complex

Marine Line,

Building, RGPvt.

Nr. SBI Bank,

Ltd.CompanyMumbai– 12 Dakar Date: - 02/11/06

Subject: Applying for inquire of 500 Readymade T- Shirt. Respected Sir, I Raja Bali owner of the R.G. Pvt Ltd Company. In the company the stock of readymade T-shirt is going too finished in next month. For these I want to purchase 500 readymade T-shirt and for that I want to know the current price and literature of the readymade T-shirt. So please reply me about these inquire. Thanking You Yours Faithfully Raja Bali 39

EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________

Q.31) Draft the letter to a customer who has placed order for goods now wishes to cancel the order on account of lack of storage place. Draft the letter with suitable reply. Ans: The J. J. College Of Commerce 14 A, Nanabhai Lane, Mumbai. June 12, 2003 The Proprietor The popular Sweet Depot Mishawaka Lane Mumbai-2 Dear Sir, Last week I placed a large order for sweets which were to have been sent to us yesterday by 4p.m. for our college social. Your man delivered the sweets this morning and I have returned them. I wish to inform you that the order stands cancelled as the sweets not delivered in time. Yours Faithfully, P. L. Dalal Hon. Secretary Student welfare board

Q.32) You have reassembling order of consignment of 20 room quarter of Colton bleb received Mumbai court and you found bleb are of inferior reply. Draft a letter of complaint and mode of resolution. Ans: The excellent bank ltd 40

EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________

5 museums Road Bangalore 10th May, 2003 The proprietor Ideal Furniture Mart 5, Wood Lane Bangalore. Dear Sir, I am very disappointed with the quality of work that went into the making of the desk-cum-counter for our office. The piece that you have made for us is shabby and lacks finish and polish. It is quite different from what you have shown in your glamour’s advertisement. I can see no reason why normal standards of business efficiency cannot be maintained by your organization. I am withholding payment of the sum of Rs. 16000/- due to you as I feel that your workmen should call again and give the desk a better finish with a touch of polish. Yours faithfully, Manager

Q.33) ABC company have complain to you they have received their last consignment in a partly damaged condition on account of lose packaging. Ans: The exporting corporation 3, Palace Street My sore 14th September, 2003 The Famous Trading Co. Sattar Street Mumbai-400004

41

EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________

Dear Sir, Subject: Your order NO IM/6543 for plastic ware. We are sorry that the consignment of plastic ware reached you in such a damaged condition. On our side we had packed the goods with the greatest care and the only conclusion that we can arrive at is that the goods must have been handled very badly on board the ship. We have taken up the matter with the insurance company and must request you to hold the damaged goods at our disposal till the matter has been settled with the insurers. We shall give you credit for the ten sets which are in an un-saleable condition. We have already dispatched ten other sets to replace the damaged ones aboard the SS Hiroshima and the sets should reach you in the first week of October. Yours faithfully, The exporting corporation

Q.34) Draft a petition inform of letter to be presented in district forum you brought videocon from reputed co. and he is making loud noise and does not giving proper service. Explain how you have fail and get your complain redressal of several defenders. Ans: To The President, The District Consumers’ Redressal Forum, New Administrative Barrack No. 11, Free press Journal Marg, Nariman Point, Mumbai 400021 Complainant

: Mr. S.K. Sunder aged 52 years, residing at No. 7, Belle Craft, Tambrands Lane Mumbai-1 42

EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________

Opposite Party

: Messrs Patil and Ghogte, having their offices at 5, Rakish Chambers, Kalbadevi, Mumbai 2

Nature of complaint : Videocon TV making loud noise and not giving the Proper service. Messrs patil and ghogte having their office of Videocon Color TV showroom at Rocha district rantnagiri, TV for Rs. 12000. The amount included a service contract for three years in which TV warranty and guarantee looked after in between the three years. But the TV now is not in good condition, making loud noise and the videocon showroom are not give the proper service. As it in the warranty and guarantee period of the TV. I have visited the site of the showroom on two occasions, on all two occasions I was not getting proper attention in the showroom. I have frequently spoken to Mr. Patil and Mr. Ghogte and they have evasive answers and no action has been taken though it is now three month since I entered into the agreement. I am enclosing Xerox copies of the receipts and warranty certificate of the TV purchase day and time. I sent by registered post but which have remained unanswered. Prayer 1. That Messrs Patil and Ghogte should replace the TV from the date of handling over the money till the date of judgments of this petition. 2. That I should be compensated with a sum of Rs. 2000 for the inconvenience caused. 3. That I be reimbursed for the cost incurred by me in pursuing this case by a sum of Rs.400. I submit that this petition comes under the preview of the consumer Protection Act and that it is being field within one year of the cause of action having taken place. I request that prompt action be taken in this case and justice granted to me. 43

EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________

Sd/(S. K. Sunder)

Q35.) Write a sales letter to promote the sale of following: 1. Dental Cream 2. Ice Cream 3. Dairy Milk

Dental Cream

Ans: -

Dome Cream Ltd Goutam Street Mumbai – 400001 7th September, 2003 Dear Users, You may like to risk your own face, but have you the right to take right decision for your life. A recent research project undertaken by a panel of medical experts has shown that those using low brand dental cream for shaving in cities have lost their good face. High quality is too expensive. We offer you an easy and ready way of getting quality cream in cheap price to you. Our Dome Cream Ltd is the result of several years of experimentation. It contains top branded and it will not affect the face of yours. The shaving cream in all size and price as per your requirement for now. The enclosed catalogue will give you all the other details. Buy today and make your face glowing all the time. Yours sincerely, The Dome Cream Ltd.

44

EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________

2.

Ice-cream Softy Cream Ltd Goutam Street Mumbai – 400001 7th September, 2003

Dear Users, You may like to risk your own life, but have you the right to risk the lives of your loved ones? A recent research project undertaken by a panel of medical experts has shown that those eating the ice cream from the road in the cities shorten their lives by several years. For better and good quality ice cream should be purchased in high price is your problem than, we offer you an easy and steady way of getting quality ice-cream in cheap price to you. Our Softy Cream Ltd is the result of several years of experimentation. It contains top branded and it will not affect your health by eating and you will be satisfied with our new scheme of softy ice cream. The soft ice cream rate starts from Rs. 7 to Rs. 12 only and you can easily eat our softy ice cream. The enclosed catalogue will give you all the other details. Buy today and fulfill your needs with our softy ice cream. Yours sincerely, The Softy ice Cream Ltd.

45

EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________

3. Dairy Milk Dairy Milk Ltd Gautam Street Mumbai – 400001 7th September, 2003 Dear Users, You may like to risk your own life, but have you the right to risk the lives of your loved ones? A recent research project undertaken by a panel of medical experts has shown that those drinking the plastic milk from the road in the cities shorten their lives by several years. For better and good quality milk should be purchased in high price is your problem than, we offer you an easy and steady way of getting quality dairy milk in cheap price to you. Our Mother dairy Ltd is the result of several years of experimentation. It contains top branded and it will not affect your health by eating and you will be satisfied with our new scheme of softy ice cream. The soft ice cream rate starts from Rs. 7 for small packets and Rs. 12 for large and you can easily drink our Mother dairy milk. The enclosed catalogue will give you all the other details. Buy today and make your health better for future. Yours sincerely, The Mother Dairy Milk Ltd Q36.) Name the different steps in writing a letter of inquiry? Ans: - The different steps in writing a letter of inquiry are as follows: 1) One should clearly indicate the quantity and quality of goods required or nature of the services needed. This avoids re-inquires from the seller. 46

EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________

2) The seller should be informed of the purpose for which the goods are required as this will help him serve you better. 3) Mention the date by which the goods must be delivered. 4) In some cases you may quote your own price but this is not always advisable as unscrupulous sellers might be tempted to supply you cheaper goods at the price mentioned by you. 5) If the same letter is being sent to several sellers this should be mentioned in it. 6) You should conclude a letter of inquiry by tempting the seller either with the prospect of a bulk order or the hope of future orders. This may induce him to quote a lower price. 7) Ask for samples, designs, catalogues or price-lists. 8) In America it is common practice to enclose a questionnaire with the letter of inquiry which the seller can conveniently fill in and return. 9) Ask for prompt reply.

Q37.) Define solicited and unsolicited letters? Ans: - When a letter of inquiry is sent in reply to an advertisement (newspaper, radio or television) it is known as solicited letters. In such letters it is always proper to mention or refer to the advertisement that has attracted the attention of the letter writer. Unsolicited letters of inquiry are sent out by the letter writer on his own. He usually refers to directories, trade journal and then addresses his letters. Such letters are often sent out when the letter writer is starting his own business and requires information and supplies. It helps to enclose a selfaddressed and stamped envelop for a quick reply.

47

EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________

Q38.) What is meant by trail, routine, conditional, approval, time-bound and cancellation of orders? Ans: - Trial order: No buyer places a very large order with a new seller for the first time. The first order is therefore, usually a trial order. A trail order is often placed either to test the efficiency of the seller or to test the marketability of the goods in question. Usually a trial order is the result of a sales drive on the part of the seller either in the form of a voluntary offer or a newspaper advertisement. A trial order usually contains a reject clause. Routine order: Once the buyer is satisfied with the efficiency of the seller and the demand for the goods in the market he will place order at regular intervals. Such orders are called as routine orders. To save time, such orders are usually sent in the form of very short letters or in order forms that have been printed. Conditional order: A conditional order is an order which asks for goods to be delivered on certain conditions only. The conditions usually are about safe packing, special discount for bulk order, free delivery or payment facility. A letter containing a conditional order must be persuasive in tone as the letter has to persuade the seller to grant the concession or special attention that has been asked for. Time bound: In most orders time factor is important and they specify a time limit by which the order must be executed. If the order is not carried out in time the buyer has the right to cancel and reject the goods. Orders that contain time limit or date by which the goods should be delivered are called time bound orders. Approval of orders: If the goods are sold on approval the buyer can return them without obligation his part within the stipulated period. If however the buyer keeps the goods more than the reasonable period or beyond the stipulated period then he is said to have accepted them and has to pay accordingly.

48

EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________

Cancellation of orders: An order is usually cancelled by the buyer for one of the following reasons: 1) If the order is not executed by the due date. 2) Inability to supply ex-stock. 3) Goods not matching the sample. 4) Inferior quality making sales impossible. 5) Substitution of another item. If for any reason mentioned above an order is cancelled the party canceling the order must inform the seller immediately by telephone or fax. In the letter of cancellation that he sends later he must clearly show regret for the inconvenience he is causing the seller.

Q39.) What are the points to be covered by a letter containing an order? Ans: - When a company places an order the following points are to be covered: 1) The quality of the goods required. 2) The quantity of goods needed should be made clear. 3) The type of packing required. 4) The price and mode of payment. 5) The time and place of delivery should be made very clear. 6) Insurance of the goods during transit. 7) The mode of transportation should be clear. 8) The right to reject the goods on account of a defect in quality or delay in the delivery.

49

EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________

While it is not exactly a contract, it has a legal significance in the sense that a buyer cannot hold a seller responsible for not doing something which is not clearly mentioned in the letter containing the order. In the same way the seller cannot accept the buyer to pay more or accept goods different from those mentioned in the order.

Q40.) What are the different adjustment policies adopted by the company and explain briefly? Ans: - Since a letter of complaint makes a demand for adjustment the company that receives the letter will have to decide upon the policy it proposes to adopt towards such letters. Usually a company adopts one of the following policies: 1) Caveat emptor (buyer beware):

It points our very politely that this is a

principle in the commercial transaction and hence the complainant has no remedy. This policy is highly dangerous one to follow for in the long run, it is certain to result in the loss of goodwill and customers. In point of fact this policy means a refusal to adjust. To avoid the loss of goodwill which such a policy involves the company should give a soft answer and try to convince the complainant that refusal to adjust is only fair under the circumstances for the cases. 2) The customer is always right:

This is the policy adopted by firms that

deal with highly priced goods and luxury articles like electronic goods, T.V sets, refrigerators, pianos etc. Since they deal with clients who are highly influential they do not wish to risk antagonizing a single one. Even if the demand is a ridiculous such companies do not mind satisfying the customers for the cost of their products runs in thousand of rupees and pleasing a few hundreds once in a way to please an erratic or fussy customer is considered good policy. 3) Fair claims, fair adjust:

Each complaint is judged on its merits. If the

claim is fair one then immediate adjustment follows. If it if an unjustified

50

EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________

then the claim is refused. This policy suits the small businessmen who would soon have to run to a bankruptcy court if he adopted the “the customer is always right” policy with respect to all complaints. This policy is also in keeping with the principle that an adjustment policy should be drawn up with a view to protecting the customer who is in the right and who is in the wrong.

Q41.) Name the different kind of complain that the consumer have about the goods and services? Ans: - The different kinds of complain that the consumer have about goods and services are as follows: GOODS 1) The quality of the goods are not as per the standard, they are of substandard quality. 2) The price charged for the goods are very high. 3) There is dishonesty in vending 4) The weights and measures are never proper, they are incorrect. 5

5) The adulteration process is carried out. The products are not pure.

6) There is non availability of most of the daily usage goods. 7) Sometimes even if there are goods they may say that the goods are not available. 8) The goods are very poor after sales service. SERVICES 1) The service provides s mostly of poor quality. 2) But the price charged for such poor service is mostly high.

51

EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________

3) The service consumes more time than expected and is slow timing. 4) After providing such poor services they do not show courtesy to the customers. They give discourteous treatment to the customers.

Q42.) Explain consumer guidance cell for Redressal function?

Ans: - Complaints to the forum have to be made in writing in Hindi, English or the state language. Services of a lawyer are not required nor has any stamp duty or court fee to be paid. The complaint can be lodged at the pace of the transaction at the nearest forum. Before writing the complaint the person should collect all the relevant facts and evidence. The facts should be properly organized. The party or person or person authorized to solve the problem should also be mentioned. Strong arguments should be through out. The complaint should be precise and in brief. It should clearly mention the reason for the dispute and why the forum is being approached, and how the claim can be settled. The complaint should contain all relevant details like name, address, brand, bill number and guarantee period, if applicable. The complaint should be taken to the forum and handed over to the register that will acknowledge the same and give a date for a preliminary hearing. If the complaint is about a simple defect or deficiency in services the court is accepted to resolve the matter within 90 days after the complaint is lodged. In cases where laboratory test or other investigation is to be made the matter is supposed to be resolved within 150 days.

Q43.) What is meant by stress management and how it is different from crises management?

52

EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________

Ans: - Related to the idea of crises management is the idea of stress management. When an individual experience the crises himself he under goes mental stress and the successful businessmen has to learn how to manage this stress. A businessmen or manager could be under stress on account of huge inability to communicate with outsiders and employees, on account of failure to attain set goals, on account of failure to motivate subordinates, on account of information overload, on account of environmental conditions, on account of inability to attain job expectations or just his inability to deal with work pressure. Stress can be managed by (a) learning yoga’s (b) setting attainable goals (c) reducing anxiety and improving personal relationships (d) improving communication skills

Q44.) What are the 5’ W and H of report writing give example?

Ans: - The lead is the opening of a news item. It may consist of two words, two sentences or even a paragraph. It is important as it determines the entire structure of the story introduces the topic and attracts and repels the reader. It summarizes the news and thus helps the newspaper to perform the basic function of conveying information. Rudyard Kipling, journalist and author, advised sub-reporter to be sure that the lead itself answers the six basic questions what, where, why, when, who, and how, the “who” is frequently the opening element, This is true sometimes even when the who carries less importance than the other elements. The reason is apparent: who is the human element in the story and it may introduce the characteristic prominence. If a famous man does something, say the opening of a clinic, the story should begin with that person’s name. The name is a magnetic attention getter.

53

EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________

Q45.) What is press handout who prepare it and why?

Ans: - A press release is a document sent out to the press or other media setting out what its authors would like others to read or hear about. Earlier press releases were sent by hand delivery or post to newspaper offices. Today most are sent by fax. The press hand-out or press releases is the chief way in which a business organization can transmit news to newspaper and magazines. Unfortunately most press releases are so badly drafted that they end in the wastebasket, without being printed. If the press releases are prepared with a little extra care are effort they would find their way into print and perform the very useful function of communicating news and information about the business organization to the public. It should be remembered that a press release is not a advertisement. For an advertisement the company has to buy space. A press release is information that is printed by the newspaper by way of news on the ground that this information will be of interest and value to the reading public. No doubt a press release does indirectly give ‘publicity’ to the company and it should be noted that this kind of publicity, that comes in the form of a short report in the regular columns of the newspaper, is far more effective than a full page advertisement inserted at great cost in the same newspaper. This is because while people suspect the claims made in advertisements, by tradition they expect newspaper reports to be objective and informative

Q46.) What should a press handout contain and? What are the do’s and don’t of a good press handout

Ans: - The do’s and don’t of a good press handout

54

EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________

1. Do use clear, bold, easy- to- read type for printing. Provide for pictures, cartoons, photographs and puzzles or other items of entertainment. 2. Do avoid monotony. Every issue should be different from the other not only in the substance of articles and features but, if possible, also in type of printing, color and layout. 3. Do use journalistic language. The headlines should be attractive and eye catching. 4. Don’t use pompous language and lengthy messages. Do not reproduce long messages and lofty advice from superior officers or outsiders. Summaries what they have to say in simple, lucid, language. Never talk down to the reader. 5. Do make the organ “theirs”. The employees should feel that the organ represents them their views and is not a mere propaganda agent of the management. 6. Do use humor. The tone of the writing should be friendly and, were possible, humorous. It should never be “preachy” as most people resent such an attitude. Avoid sarcasm or downright ridicule of anyone connected with the organization.

Q47.) Explain the 4 C’s of credit letter? Ans: - A business- man while thinking of giving credit has to apply his mind to the 4 C’s of credit, which are as follows: 1) Circumstances Are the conditions or circumstances in the market favourable to the giving of credit. If it is the festival season should he give credit and lock up his money and lose his other business where he has to invest his money.

55

EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________

2) Capital By giving credit he has think how much of his capital will be blocked and how much that blockage might affect his business. 3) Capacity He has to think that does the buyer has the capacity to pay the money even at a future date. He even has to see what the reports say about his financial position. 4) Character The businessman that even if the buyer has the capacity to pay the money even at a future date is he honest and trustworthy in his dealings or is he a person who will not pay because he likes to run the business with other peoples money.

Q48.) What are the different types of debtors?

Ans: - The different types of debtors are as follows: 1)

Careless Debtors:

He is the one who forgets to pay unless he is reminded to pay. 2)

Reluctant Debtors:

He is the one who will not pay until he is forced to do so. He is always ready with excuse for not paying. 3)

Installment Debtors:

56

EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________

He is a type of debtor who piles up large sums of credit and then sets about meeting his obligations in small installments. 4)

Good-Risk Debtors:

This type of debtor pays his debts even before they are asked for. He can be called as “gilt-edged debtor”, like a “gilt-edged security”. 5)

Poor-Risk Debtors:

This type neither has the capacity nor capital to pay. He is constantly overtrading and short of funds. Such people should not be given credit.

Q49.) What references are of those is meant by Trade References?

Ans: - Trade cannot be carried out without credit and credit granting involves a risk. The successful businessman tries to safe guard himself against losses by requesting the would-be buyer to give references before he grants credit. The persons who command some respect in the business circles or known to the seller. If the reply to the status inquiry is favorable then the credit is granted and is the status inquiry is unfavorable then the credit is refused. A point blank refusal is not only in bad taste but also very poor business tactics; it will annoy the buyer and generate ill-will. The letter should instead emphasis the benefits of cash payments and should tempt the buyer to pay cash by offering him cash discount. Another situation that demands careful handling may arise when the buyer who is not known to the seller places a large order without making any reference to the terms on which it proposes to pay. It would be indelicate to suggest that the party is not reliable and is not worth giving credit. In such cases the letter should be tactfully point out the advantages of cash payments and also stress that if credit is to be granted then the buyer will have to provide at least two references.

57

EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________

Q50.) Draft a questionnaire to determine the popularity of 5 year old managerial. Ans: SPECIMEN QUESTIONAIRE TO POPULARITY OF 5 YEARS OLD MANAGERIAL NAME ______________________ Male/ Female Address______________________ Married ______________________ Unmarried Age: _________________________ Phone No. ________________ Educational: Undergraduate

Graduate/Postgraduate

Occupation: ____________________________________________ Designation: ____________________________________________ Is the house live in owned by you rented, leased? Detail of managerial skill: _________________________________ How much expense incurred _______________________________ How much profit getting in 5 years _________________________ What was the success year for the company_________________? What are the future ideas for company popularity ___________?

Q51.) Name the three type of company publication? Ans: - Company publication can be of three types: a) External b) Internal c) Those that combine both functions. Some large business houses produce excellent external house magazines printed on the finest quality paper, full of interesting articles with artistic photographs and although they are expensive to produce, they do much to enhance the prestige of the company. They are usually sent to

58

EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________

shareholder, who feels proud to receive them. The internal house magazine is meant for distribution to the employees of the company. The third type, which combines both functions, is really not advisable as the two functions are in fact difficult to combine. The prestige magazine will be of little interest to shareholders if it contains news about the marriage of Rakesh desai of the printing department to Anjou Patel of the packing department. Q52.) Difference between house organ and bulletins? Ans: -

House organ: - The House organ or journal is a powerful mean of communication within an organization and promotes healthy internal public relations. The propose of the house organ should be to entertain, interest, amuse, instruct and inform. And it goes without saying that the house organ yields better results if the interval between two assume is not more than fortnight. Formally house – journals used to be personality oriented and highlighted the founder, directors and manager. Modern house journals highlight the worker for their performance. Bulletins: -

Since newspaper reading is a popular habit with most literate

people some company bring out their house organ along the line of newspaper and call them bulletins instead of journals or magazines. The difference between a house journal and a bulletin is not of content but a firm; the one being bound like a magazine the other been printed on large sheet like a newspaper. Q53.) Shorts Note on: Ans: - Document against payment: - The documents about the goods for delivery purpose will only be given when the bill is paid. An advice note is written intimation sent by a supplier to his customer advising or informing him of he dispatch of goods. The advice note should reach the buyer before the goods reach him for the purpose of the note prepare him to take delivery. 59

EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________

A debit note is sent by a buyer to seller when he finds that he has received fewer goods than he had ordered. The note debits his account for the amount of goods not received. A credit note is sent by the seller when he finds that fewer goods have been sent to the buyer than were ordered. The note is method of canceling the extra debit given by the buyer according to the original order. Cash with order (C.W.O): - This is a type of advance payment. It means that cash must be sent when the order is placed and not when the goods are delivered. A firm offer: - A firm offer is an offer made by a supplier or seller to sell goods at a certain price within a specified period, irrespective of market fluctuations. The chief advantage of making a firm offer is that it helps to create goodwill between buyers and sellers. A firm offer is usually made in connection with articles or commodities whose price is expected to rise or for which there is a great demand. For example, business circles may expect a rise in the price of steel articles in view of the union budget which is expected to be announced within the next twenty days.

Q.54) A good businessman welcome complains instead of resending them. Ans: - A good businessman always welcome complains instead of resending them:a) First of all analysis the problem carefully, through which complain arise. b) Than have discussion on the problem with other member of organization. c) Conduct a meeting under these have a discussion on the complaint which is made by customer. d) And the meeting should be decision making. e) At last the reason behind the complaint should be justified and see that same problem never come again.

60

EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________

Q55.) A tactfully written letter of complain will alone bring a proper adjustment discuss Ans: - A tactfully written letter avoids entering into a controversy or argument with the customer. No matter how much in the right you may be it never profits getting into a heated argument with him. You may win the argument but lose a great amount in the bargain. The best policy is to simply state your case and explain the grounds on which you are refusing to adjust his complaint. It is also very poor policy to pretend great surprise over the complaint. Avoid taunts like “in our thirty years of experience of dealing with all kinds of customers this is the first time that some one has complained of…” The aim of an adjustment letter should be threefold; (a) it should try to make the complaint believe that he is being fairly treated, (b) it should try to re-establish the confidence of the complaint in the goods, products or services of the seller and (c) it must regain his goodwill.

Q56.) What is meant by persuasion? How is it use in sales letter? Ans: - There are two ways of making a person do what you want – force and persuasion. If you compel a person to do your bidding you are behaving like a despot, tyrant or bully; this is undesirable. Persuasion is better way. Persuasion is the process by which a person’s attitude and behavior towards something are influenced by another person’s communication. Messrs Houseman, Lahiff and Penrose define it as “the art of getting people to do something that they wouldn’t ordinarily do if you didn’t ask”, while a dictionary defines it as “causing an individual to believe or do something by reasoning with him/her. To achieve the objective of persuasion you can use the following approaches: a) Do not rush the receiver of your communication by overwhelming him with your arguments. Give him hints and suggestions and then allow him enough time to think the matter over by himself.

61

EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________

b) If you find the person holding views contrary to your own try to meet him half way, do not attempt to impose your views on him. c) Find out the beta noire or thing that the person dislikes and avoid that topic or theme. d) Argue from the viewpoint of the person you are persuading so that the experience and arguments have a familiar ring for him or her. e) Do not make the person feel a fool because he does not share your point of view. Request and appeal whenever possible. Q57.) Name the essential quality of sale letter and how will you achieve the objective.

Ans: - As there is a direct relationship between sales and profits, the sales letter is perhaps the mot important letter that a businessman has as draft. A sales letter, as the name suggests, is a letter that attempts to sell something. A circular is a printed or duplicated letter, of which several copies are made and sent out. It is used when the same message has to be given several people and individual letter writing becomes tedious and time consuming. A sales letter is usually sent out in circular form. Since a sales letter is a letter to sell something it has often been compared to a salesman. Though a sales letter cannot posses the personal touch that a salesman has , it has several other distinct advantages over its human counterpart. It is less expensive than the salesman. It reaches the client however busy he may be, while a salesman has to repeatedly and sometimes unsuccessfully request interviews. Q58.) What is meant by status inquire. Explain purpose and procedure of status inquires. Ans: - Status Inquiries: - After the trade reference has been provided and the status inquiry made, the completion of the transaction depends upon the reply that is given by the referee to the status inquiry. The referee should

62

EFFECTIVE COMMUNICATION-II __________________________________________________________________________________________________

take great care while drafting a reply to letter of status inquiry. As far as possible specific figures should not be mentioned and only general statements about the creditworthiness of the party should be made. If an unfavorable reply is to be sent it should be based on the personal experience of the letter writer or that of the firm and not on hearsay. The rely to the status inquiry should not read like a letter of instructions. It should not attempt to plead or persuade the granting or refusal of credit. It should merely indicate what the writer of the letter would have done in the circumstances.

63