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Preface
The National Curriculum Framework, 2005, recommends that children's life at school
must be linked to their life outside the school. This principle makes a departure from
the legacy of bookish learning which continues to shape our system and causes a gap
between the school, home, community and the workplace.
The student workbook on "Business Communications" is a part of the
qualification package developed for the implementation of National Vocational
Education Qualification Framework (NVEQF), an initiative of Ministry of Human
Resource Development (MHRD), Government of India to set common principles and
guidelines for a nationally recognized qualification system covering Schools,
Vocational Education and Training Institutions, Technical Education Institutions,
Colleges and Universities. It is envisaged that the NVEQF will promote transparency of
qualifications, cross-sectoral learning, student-centred learning and facilitate
learner's mobility between different qualifications, thus encouraging lifelong learning.
This student workbook, which forms a part of vocational qualification package
for student's who have passed Class X or equivalent examination, was created by a
group of experts. The Retailer's Association of Skill Council of India (RASCI), approved
by the National Skill Development Corporation (NSDC) organized Retailing Industry
developed the National Occupation Standards (NOS). The National Occupation
Standards are a set of competency standards and guidelines endorsed by the
representatives of organized retailing Industry for recognizing an assessing skills and
knowledge needs to perform effectively in the workplace.
The Pandit Sunderlal Sharma Central Institute of Vocational Education
(PSSCIVE), a constituent of National Council of Educational Research and Training
(NCERT) in association with SKSDC has developed modular curricula and learning
materials (Units) for the vocational qualification package in organized retailing sector
for NVEQ levels 1 to 4; Level 3 is equivalent to Class XI. Based on NOS, occupation
related core competencies (knowledge, skills and abilities) were identified for
development of curricula and learning modules (Units).
This student workbook attempts to discourage rote learning and to necessary
flexibility in offering of courses, necessary for breaking sharp boundaries between
different subject areas. The workbook attempt to enhance these endeavour by giving
higher priority and space to opportunities contemplation and wondering, discussion in
small groups and activities requiring hands on experience. Hope these measures will
take us significantly further in the direction of a child centred system of education
outlined in the National Policy of Education (1986).
The success of this effort depends on the steps that school Principals and
Teachers will take to encourage children to reflect their own learning and to pursue
imaginative and on the job activities and questions. Participation of learner in skill
development exercises and inculcation of values and creativity is possible if involve
children as participant in learning, and not as receiver of information. These aims
imply considerable change in school routines and mode of functioning. Flexibility in
the daily time table would be a necessity to maintain the rigour in implementing the
activities and required number of teaching days will have to be increased for teaching
and training.
3
Acknowledgements
List of Contributors
Advisors
1. Prof. R.B. Shivagunde, Joint Director, PSSCIVE, NCERT, Bhopal.
2. Prof. R.K. Shukla, Head, Department of Business & Commerce, PSSCIVE, NCERT,
Bhopal.
3. Dr. V.S. Mehrotra, Associate Professor & In-charge Curriculum Development and
Evaluation Center (CDEC), PSSCIVE, NCERT, Bhopal.
Material Production Group
A. Working Group Meeting for Development of Instructional Material in the area of
Retail Marketing Management for NVEQF Level 1 held from 28th May to 15th
June, 2012 at Central Institute of Educational Technology, NCERT Campus, New
Delhi.
1. Dr. K. Sambashiva Rao, Professor, Department of Commerce & Management
Studies, Andhra University, Vishakhapatnam 530 003 (A.P.).
2. Dr. R. Saibaba, Professor in Commerce and Business Management, Lal Bahadur
P.G. College, Warangal 506 007(A.P.).
3. Dr. T. Srinivasa Rao, Professor, MBA Section, School of Distance Learning and
Continuing Education, Kakatiya University, Vidyaranyapuri, Warangal 506 009
(A.P.).
4. Prof. S. N. Borhade, Department of Commerce and Management, Bharathi
Vidyapeeth Deemed University, Yashwantrao Mohite College, Pune 411 038.
5. Mr. Sunil S. Desai, Vocational Teacher, Jagruti Jr. College, Gadhingiaj, Dist:
Kolhapur (Maharashtra).
6. Mr.Rajeev Khare, Course Coordinator (Organized Retail), Bharathi Airtel
Office, Malvya Nagar, Bhopal 462 001 (M.P.).
7. Dr. Dalbir Singh, Assistant Professor, Haryana School of Business, Guru
Jambeshwar University of Science and Technology, Hisar 125 001 (Haryana).
8. Dr. Shipra Vaidya, Associate Professor, Department of Secondary Education,
CIET, NCERT, Sri Aurobindo Marg, New Delhi 110 016.
9. Dr. Biswajith Shaw, CBSE, New Delhi.
10. Mrs. Deepa Singh, Consultant, NSDC, New Delhi.
11. Dr. V. S Mehrotra, Associate Professor and Resource Person, Department of
Agriculture & Animal Husbandry, PSSCIVE, Bhopal.
12. Dr. P. Veeraiah, Assistant Professor and Programme Coordinator, Department
of Business and Commerce, PSSCIVE, Bhopal
13. Dr. Amarender P. Behera, Associate Professor and Honorary Director, CIET,
NCERT, Sri Aurobindo Marg, New Delhi 110 016
B.
About Workbook
This workbook is to assist you with completing the Unit of Competency RS308NQ2012: Business Communication. You should work through the workbook in the
classroom, at the workplace or in your own time under the guidance and supervision
of your teacher or trainer. This workbook contains sessions which will help you to
acquire relevant knowledge and skills (soft and hard) on various aspects of the unit of
competency. Each session is small enough to be easily tackled and digested by you
before you move on to the next session. Animated pictures and photographs have
been included to bring about visual appeal and to make the text lively and interactive
for you. You can also try to create your own illustrations using your imagination or
taking the help of your teacher. Let us now see what the sections in the sessions have
for you.
Section1: Introduction
This section introduces you to the topic of the Unit. It also tells you what you will
learn through the various sessions covered in the Unit.
Section 2: Relevant Knowledge
This section provides you with the relevant information on the topic(s) covered in the
session. The knowledge developed through this section will enable you to perform
certain activities. You should read through the information to develop an
understanding on the various aspects of the topic before you complete the
exercise(s).
Section 3: Exercise
Each session has exercises, which you should complete on time. You will perform the
activities in the classroom, at home or at the workplace. The activities included in
this section will help you to develop necessary knowledge, skills and attitude that you
need for becoming competent in performing the tasks at workplace. The activities
should be done under the supervision of your teacher or trainer who will guide you in
completing the tasks and also provide feedback to you for improving your
performance. To achieve this, prepare a timetable in consultation with your teacher
or trainer and strictly adhere to the stipulated norms or standards. Do not hesitate to
ask your teacher or trainer to explain anything that you do not understand.
Section 4: Assessment
The review questions included in this section will help you to check your progress. You
must be able to answer all the questions before you proceed to the next session.
Introduction
Communication is an integral part of the
retailers
marketing
strategy.
Communication is used to inform the
customers
about
the
retailers,
merchandise
and
the
services.
Communication is certainly essential in
business,
in
government,
military
organizations,
hospital,
schools,
communities, homes or anywhere where
people deal with one another.
Communication in retail organizations is very much needed. Retail jobs exist in many
functional areas, including information systems, human resources, finance and
accounting. However, when retail job skills are discussed, the conversation typically
centers on skills specific to in-store retail sales and service associate positions. These
are the employees who interact at the store level directly with customers. Retail job
skills include a combination of soft skills and technical talents.
Effective communication occurs only if the receiver understands the exact
information or idea that the sender intended to transmit. Communicating in an
effective manner, irrespective of the mode of communication used is an important
and very useful skill. The process of conveying a message is complete only when the
person receiving it has understood the message in its entirety. Better communication
helps better job performance. Effective and timely communication promotes better
relations and work culture among the employees.
Business Communication is any communication used to promote a product, service, or
organization with the objective of making sale. In business communication, message
is conveyed through various channels of communication including internet, print
(publications), radio, television, outdoor, and word of mouth. In business,
communication is considered core among business, interpersonal skills and etiquette.
Learning communication is important and it is essential in the retail business process.
In the retail business you have to communicate with in your firm with your team
members, fellow workers, higher authorities and subordinates. You also communicate
with your external participants like customers, suppliers, competitors and service
providers outside of your retail firm.
In this unit, you will be learn the basics of communication, forms of communication,
communication equipments, elements of business communication and preparation of
project report, which are relevant in the workplace of retail workers, employees and
employers.
7
CONTENTS
PREFACE
ACKNOWLEDGEMENTS
ABOUT WORKBOOK
INTRODUCTION
SESSION 1: ELEMENTS OF COMMUNICATION
09
Relevant Knowledge
Punctual Communication
Every interaction starts with some form of greeting. The way we greet, the tone and
the language, changes according to our familiarity with the person being greeted.
Following are some sentences we generally use whenever we greet someone:
1. Hello!
2. Good morning/afternoon/evening
3. Hello! How are you doing?
4. Hello! How are you doing now?
5. Hows life?
6. Alls well?
7. Whats up?
Introducing Oneself
Read the following phrases loudly:
1. I would like to introduce myself. I am
2. Hello\Hi!, I am...
3. Hello\Hi! My name is
4. I live at
5. I am from
6. I am working as a
7. I studied at
8. I am/came here to
9. My hobbies are
10. I like
Word
What
When
Where
Which
Who
Whom
Whose
Why
How
Are
Is
Am
Have
Has
Do
Does
Can/Could
Will/ Would
Shall/Should
May
Questions usually start with words like what, when, how, where, why, is, can, do,
did, will, would, could, etc. And that they are always placed at the beginning of the
sentence.
Read the following sentences:
1. When do we have to meet Mr. DSouza?
2. What time is the appointment?
3. When is he going to come?
Framing Complete Sentences
A complete sentence is one that has a subject and a verb. For example, the sentence
I a good dancer is not a complete sentence as it does not have a verb. Now, if we
added the verb am to this sentence, it would be complete:
I am a good dancer.
Similarly, the sentence Am a good dancer is not complete as a subject is missing.
Therefore, we should add a subject to complete the fragment. For example:
I am a good dancer.
Examples:
We have an English class today.
I go to office every weekday.
She likes oranges.
11
Every sentence must have a subject, a verb and although it is not necessary, an
object. And the sentence must make complete sense. For example,
1. I eat: Subject + Verb
2. I eat vegetables: Subject + Verb + Object
In order for a sentence to be meaningful, a sentence must have its parts in the above
orders. For example:
1. I eat vegetables is a sentence
2. I vegetables eat is not a sentence
3. I like dancing.
4. I am here.
5. You go to school.
6. She has a nice smile.
Dealing with Customers while they are shopping or goods
Whenever a customer shops for items, there is a conversation exchange. Some
standard sentences used at the time of shopping will be discussed in this session.
Read aloud following sentences:
1. I am searching for kissan Jam; do you have any idea where it is placed?
2. Can you weigh me a kilo of potatoes?
3. I want a packet of harvest Gold Brown bread.
4. I want a dozen of bananas. Are these fresh?
Asking the price
The customer in a retail environment use to enquire about product price from the
sales person at the counter on the floor.
Examples:
1. Excuse me how much does this jeans cost?
2. Is there any offer available with this bad sheet?
3. Do you offer discount on products?
4. Is this shirt available on discount?
5. How much discount you can offer?
Read aloud following Some examples of phrases are used while negotiating on different occasions.
12
Principles of Communication
There are 7 Cs of effective communication which are applicable to both written as
well as oral communication.
1. Completeness: The communication must be complete. It should convey all facts
required by the receiver. A complete communication has the following features:
No crucial information is missing from the message.
It gives additional information wherever required.
It leaves no questions in the mind of the receiver.
It persuades the receiver.
2. Conciseness: Conciseness or shortness means that minimum words without
forgoing the other Cs of communication should be used to communicate. For
instance saying, Sir, I want to bring to your notice that two men entered the
14
Exercise: Assignment
Read aloud the following sentences:
1. My name is __________ (include your name). And you are?
2. I am a Sales Manager. I work at ABC Store.
3. It is a pleasure to meet you.
4. She is a Store Manager. She works at XYZ mall.
Frame a question for the following situations:
1. You want to ask a person his/her name.
2. You want to ask a person where he/she lives.
3. You want to ask what he/she is doing presently.
4. You want to ask why he/she is here.
5. You want to ask how he/she goes to office.
6. You want to ask when he/she is going back.
Case Based Problem on Communication Cycle in Retailing
Mr. Ramesh (Customer), entering into XYZ Retail Store, Good morning, Mr, Somesh
(Salesman) replied Good morning Sir! Can I help you? I want to buy a branded
product is it available. The salesman, politely replies, Sir which product you
required, Customer told I required Peter England Shirt. The salesman locates the shirt
and sends to the billing counter. Mr. Somesh informed to the customer you kindly
pay the amount in the counter and take the product sir.
Based on the above case, answer the following questions:
1. How does the person communicate at retail outlet (clue: verbal or non-verbal)
with the gentleman?
16
2. Draw the communication cycle which will represent the above case.
Assessment
A. Fill in the blanks
1. One of the best ways to greet a stranger is a ________________. (How are you)
2. If it is morning, you can say _________________ as a form of greeting. (good
morning)
3. One of the favorite ways of greeting people is ________________. (Whats up?)
4. No form of greeting is as popular as _________________. (Hello!)
17
5. Could you tell me the _________________ of the blue dinner set over there?
(price)
6. How much does an oven _________________? (cost)
7. What is the ________________ of a liter of mustard oil? (price)
8. How ________________ do I have to pay for a kilo of onions? (much)
9. How much _________________ are you offering for the brand new plasmascreen TV at the back? (discount)
B. Tick the correct question from the given statement
1. It is the name of a person.
a) Is it the name of a person?
b) The name of a person is it?
2. The person is male.
a) Is the person male?
b) The person is male?
C. Tick the correct statement
1. (a)
(b)
(c)
It rained yesterday.
It raining yesterday.
Yesterday it raining.
2. (a)
(b)
(c)
3. (a)
(b)
(c)
(c)
(d)
Accurate
All the above
18
19
Yes
No
20
between
characteristics
of
21
Relevant Knowledge
Verbal and Non-Verbal Communication
The medium of communication determines the type of communication. Based on the
medium used for communicating, the process of communication can be broadly
classified as verbal communication and non-verbal communication.
Verbal communication includes written and oral communication, whereas non-verbal
communication includes body language, facial expressions and pictures. Thus, the
various types of communication are verbal communication (oral and written), nonverbal communication (including body language. pictorial communication, symbolic
communication). Each of these is elaborated below:
1.
2.
3.
Thus, effective writing involves careful choice of words, their organization in correct
order in sentences and preparing a comprehensive composition of sentences.
22
23
Rule 2: If tow singular nouns / pronouns are joined by and point out the same thing
the verb used must be singular.
Example:
1. Bread and butter are my regular breakfast.
2. Rice and curry is the favorite Indian food.
3. The Collector and Distract Magistrate are away.
Rule 3: If tows subjects are joined by as well as the verb aggress with the first
subject.
Example:
1. Rita as wells her children is playing.
2. Ram as well as his friends is going to market.
3. Children as well as their mother are eating.
Rule 4: If tow subjects are joined wit either-or, neither-nor, the verbs agree with the
subject near t it.
Example:
1. Either my brother or I am to do this work.
2. Either you or your friends have returned my book.
3. Neither Ram more his sister is accused.
Rule-5 If tow subjects are joined by with or together with in addition to etc.,
the verb aggresses with the first subject. Example
a) The boy with his parents has arrived in London.
b) Moths in addition to other science subject are though.
Rule 6: When to subject is joined by not only but also verb must agree with the
second subject.
Example:
1. Krishna or her friend was not there.
2. Mohan or Sohan is responsible for all this.
Rule 7: Some noun Plural in form and singular in meaning takes a singular verb.
Example:
1. The news was broadcast form All India Radio yesterday.
2. The Jeans pant is expensive today.
24
Rule 8: Some nouns are singular in form but plural in number take a plural verb.
Example:
1. The people are shouting.
2. The cattle are grazing.
Rule 9: When a plural noun denotes some particular quantity or amount consider a
singular verb.
Example:
1.
2.
3.
4.
25
The Mouth:
If somebody chews the lower lip that shows the sign" of fear, insecurity and
worry.
If somebody tightened his or her lips that indicate he is in defensive mode.
The Head:
If the head is straight up that shows the sign of neutral position i.e., J.,
listening carefully and evaluating.
A small nod of head indicates that the information is being received.
Tilting the head shows the sign of developing interest.
If the head of the speaker is downward direction that shows the sign of
nervousness and may be some problem.
The Smile:
We always correlate a smile with happiness 'but there are different kinds of
smile.
Sometimes artificial smile comes in the speaker's face when he/she is not
actually agreed but he can't deny directly i.e. called coy smile.
Sometimes the speaker is internally sad but he/she does not want to show to
the audience at that time he or she can show artificial smile.
Some of the body gestures which will help you understand the mental frame of a
person are a follows:
Brisk walk: Confidence
Standing with hands on hips: Readiness, aggression
Sitting with legs crossed, foot kicking slightly: Boredom
Sitting, legs away from each other: Open, relaxed
Arms crossed on chest: Defensiveness
Walking with hands in pockets, shoulders bent: Unhappiness
Hand to cheek: Assessment and thinking
Touching, slightly rubbing nose: Refusal, hesitation, doubt and lying
Rubbing the eye: Doubt, disbelief
27
Weak hand shake: People who give these types of handshakes are nervous, shy,
insecure or afraid of interaction with other people
Clearing throat: Nervousness
Biting fingernails: Nervousness
Wring your hands: Nervousness
Paced the floor: Nervousness
Dressing: "Dress' Speak" a lot about a person. For example when you enter into a
room for the first time, it takes few seconds for people to observe you. Your clothes
and body language always speak first. So it is important to dress up carefully to match
the occasion. Some of the perceptions people can judge from your appearance are:
Your professionalism
Your leadership quality
Your aptitude
Your trustworthiness
Being well dressed in a corporate sector can influence your perceptions and
promotions. You should ask the following questions before selecting a dress for the
occasion:
What would be appropriate for audience?
What would be appropriate for this event?
What role I am going to play?
For my company?
For my department?
For myself?
Forms of Communication
There are many forms of communication. These are as under:
1. Downward Communication
2. Upward Communication
3. Horizontal Communication
4. Vertical Communication
5. Lateral Communication
6. Formal Communication
7. Informal Communication or Grapevine
8. Pictorial Communication
9. Symbolic Communication
29
1.
2.
Horizontal
Solving problems
Accomplishing tasks
Improving teamwork
Building goodwill
Boosting efficiency
It is the formal/informal
exchange
of
ideas
between
different
individuals/ departments
at the same level of
hierarchy
in
the
organization.
31
Advantages
Enabling horizontal communication in an organization encourages free
information exchange.
Higher information flow between departments is necessary so avoid the
same problems being faced by different departments.
Horizontal communication makes an atmosphere
atmosphere where employees are
comfortable to talk to people in different departments and gain from their
learning.
Horizontal communication is a real check on the power of the top leaders.
It is the flow of information between persons of the same hierarchical level.
Disadvantages
Sometimes, horizontal communication leads to disputes between individuals/
departments. In such cases higher officials have to step in to resolve the
matter.
4.
Vertical Communication
Communication: The definition of vertical communication is the flow
of information both downward and upward through the organizational chain of
command. Some also refer to it as formal communication. Downward
communication kind of speaks for itself; top
top-level
level management produces
decisions that are communicated dow
down
n to tell employees how to perform their
job.
Communication that moves through a chain of command typically is vertical in
nature. Rules and mandates come down from the top leadership to
management and trickle down to the front-line
front line supervisors, eventually reaching
the workers. When workers have an issue, they usually talk first to their
immediate supervisor. The chain of command dictates that supervisors report
the issue to their managers, who then are responsible to carry the information
up to the
he executive offices.
32
6.
Formal Communication:
Communication A type of verbal presentation or document intended
to share information and which conforms to established professional rules,
standards and processes and avoids using slang terminology. The main types of
formal communication within a business are, (a)) downward where information
moves from higher management to subordinate employees, ((b) upward where
information moves from employees to management
management, and ((c) horizontal where
information is shared between peers.
34
7.
35
9.
36
(b)
reproduces the voice of the other person, a ringer which makes a sound to alert
the owner when a call is coming in, and a keypad to enter the telephone
number. The microphone converts the sound waves to electrical signals and
then these are sent through the telephone network to the other phone and
there it is converted back into sound waves by an earphone or speaker.
(c)
Mobile phone: The mobile phone (also known as a cell phone) is a device that
can make and receive telephone calls over a radio link whilst moving around a
wide geographic area. It does so by connecting to a cellular network provided
by a mobile phone operator, allowing access to the public telephone network.
Mobile phones also support a wide variety of other services which include text
messaging, popularly known as Short Message Service (SMS), email, Internet
access, short-range wireless communications (infrared, blue tooth), business
applications, gaming and photography.
(d)
(e)
(f)
40
(g)
(h)
(i)
Barriers in Communication
No matter how good the communication system in an
organization is, unfortunately barriers can often occur.
This may be caused by a number of factors, which can
usually be summarized as being due to physical
organizational attitudinal, emotional barriers and
physiological barriers.
(a)
Physical Barriers: These are often due to the nature of environment. Thus, the
natural barriers, which exist, are located in different buildings or on different
sites, others are:
Poor outdated equipment
41
Failure of management
Lack of new technology
Staff shortages
Distractions like background noise,
lighting
Hostile environment (too hot or too cold)
poor
(b)
(c)
Attitudinal Barriers
(i) Attitude of superiors
Lack of consultation with employees (Ignoring communication)
Personality conflicts, which can result in, people delaying or refusing
to communicate
Lack of time
Lack of awareness
Resistance to change due to interchanged attitudes and ideas
Lack of trust in subordinates
Fear of challenge to authority
(ii) Attitude of Sub-ordinates
Unwillingness to communicate
Lack of proper incentive
42
2.
This policy should also specify the subject matter to .be communicated which
is determined by the needs of the organization.
3.
4.
5.
6.
Communication being an inter-personal process, the development of interpersonal relationships based on mutual respect, trust and confidence is
essential for its promotion.
7.
of
evaluating
the
flow
of
Clarity
Simple and common words should be used
Short and Simple sentences
Proper punctuation
Logical sequence.
Exercise: Assignment
1. At a social function, you meet the CEO of an important company. After a brief
chat, you give him your business card. Is this correct?
_______________________________________________________________________
_______________________________________________________________________
2. Testing verbal communication skills.
Pair up with your friend and test your verbal communication skills using the
following checklist. You can take turns and test your friends communication skills.
Your Name: _____________________________________
Name of Your Friend: _____________________________
Sl.
No.
Verbal Communication
(a)
1
Opening Greeting
Good morning Sir/Madam.
May I help you?
Good afternoon Sir/Madam.
May I help you?
Good evening Sir/Madam.
May I help you?
Closing Greeting
Have a good day Sir/Madam.
Have a good evening Sir/
Madam.
Good night Sir/Madam.
Seeking permission
May I come in Sir/Madam
or Excuse me Sir/Madam
2
3
(b)
1
2
3
(c)
1
Too fast
(yes/no)
Too soft
(yes/no)
45
2
3
(d)
1
2
3
Assessment
A. Shorts Answer Questions
1. What is verbal communication?
_______________________________________________________________________
_______________________________________________________________________
2. What do you mean by non-verbal communication?
_______________________________________________________________________
_______________________________________________________________________
3. Write short note (50 words) on the following topics:
(i)
Telephone
___________________________________________________________________
___________________________________________________________________
46
(ii)
Fax Machine
___________________________________________________________________
___________________________________________________________________
4. Name five equipments used for communication.
____________________________________________________________________
____________________________________________________________________
5. Write down one advantage and one disadvantage of using communication
equipments (for each equipment).
____________________________________________________________________
____________________________________________________________________
6. What is the difference between informal and formal communication?
____________________________________________________________________
____________________________________________________________________
7. Identify the main barriers that you have encountered during the
communication with your teacher.
_______________________________________________________________________
_______________________________________________________________________
8. Write the solution to overcome the barriers that you faced during the
communication with your teacher.
_______________________________________________________________________
_______________________________________________________________________
9. List all the barriers that you have faced while communicating with your friends
in a birthday party.
_______________________________________________________________________
_______________________________________________________________________
10. What are the communication barriers?
_______________________________________________________________________
_______________________________________________________________________
11. State any two physical barriers in communication.
_______________________________________________________________________
_______________________________________________________________________
47
12. Write short note (25 words) on how the following barriers affect effective
communication:
a) Poor communication equipment.
_________________________________________________________________
_________________________________________________________________
b) Cultural barriers
_________________________________________________________________
_________________________________________________________________
B.
___________________________________________________
2. EPBAX
___________________________________________________
3. Email
___________________________________________________
4. GPS
___________________________________________________
D. True or False
1. Oral communication is a form of non-verbal communication.
(F)
(F)
(T)
(F)
(F)
(F)
49
50
6. Lateral communication refers to message conversed between peoplea. On the same level
b. All levels
c. Both the above
d. None of the above
7. The main types of formal communication within a business
a. Downward
b. Lateral
c. Diagonal
d. None of the above
8. Informal communication involvesa. Smiling
b. Gesticulation
c. Both the above
d. None of the above
Part C
Performance Standards
The Performance standards may include, but not limited to:
Performance standards
Yes
No
52
Relevant Knowledge
Business Communication is any communication used to promote a product, service, or
organization with the objective of making sale. In business communication, message
is conveyed through various channels of communication including internet, print
(publications), radio, television, outdoor, and word of mouth. In business,
communication is considered core among business, interpersonal skills and etiquette.
Organization
The arrangements between individuals and groups in human society that structure
relationships and activities which are Business, Political, Religious or social. A group
of people identified by shared interests or purpose, for example, a Bank.
Lifeblood of an Organization
Communication is the lifeblood of an organization. If we could somehow remove
communication flows from an organization, we would not have an organization.
It is needed for:
Exchanging information
Exchanging options
Making plans and proposals
Reaching agreement
Executing decisions
Sending and fulfilling orders
Conducting sales
When communication stops, organized activity ceases to exist. Individual
uncoordinated activity returns in an organization. So, communication in an
organization is as vital as blood for life.
Types of Business Communication
There are two types of business communication in an organization:
1. Internal Communication
2. External Communication
53
1.
2.
5. Relevancy
6. Primacy/Recency
7. Psychological Rule of 72
If you are going to communicate effectively in business it is essential that you have a
solid grasp of these seven elements.
1.
(c)
Close
The Close is where you sum up your communication, reminds your audience
of your key points, and leaves them with a clear understanding of what you
want them to do next.
The more powerfully you can end your communication, the more easily
remembered it will be by your audience.
2.
Clarity
Be clear about the message you want to deliver, as giving a confused
message to your audience only ends up with them being confused and your
message being ignored.
If you are giving a message about, say, overtime payments don't then add in
messages about detailed budget issues or the upcoming staff picnic -UNLESS they ABSOLUTELY fit in with your original message.
It's far better and clearer for your audience if you create a separate
communication about these ancilliary issues.
3.
Consistency
Nothing more upsets a regular reader of, say, your newsletter than
inconsistency of your message.
Taking a position on an issue one week, only to overturn it the next, then
overturn THAT position the following week, only breeds distrust in your
message.
And distrust in you!
People who distrust you are exceedingly unlikely to take the action you wish
them to take. They are also highly unlikely to pay any attention to your
future messages.
As well as consistency amongst multiple messages, be aware that
inconsistency within your message can be just as deadly to audience
comprehension.
At the risk of sounding like the Grouchy Grammarian, please make sure that
your tenses remain the same, that your viewpoint doesn't wander between
the 1st and 3rd person and back again (unless you deliberately want to
create a linguistic or story-telling effect be careful with this!) and that
your overall 'theme' or message doesn't change.
4.
Medium
If the only tool you have in your tool bag is a hammer, pretty soon
everything starts to look like a nail.
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Letter
Seminar
Meeting
Plain text email
Text + graphics email
Webpage
Radio broadcast
Press release
CD-Rom/DVD
Choosing the right medium or media is obviously critical, as the fiscal costs of
some in the above list are higher than others. Get the media mix wrong and
you could end up spending a whole lot of time and money on a very visually
attractive business communication that delivers next-to-zero ROI (return on
investment).
5.
Relevancy: It never stop to amaze that business managers still believe that
everyone would be interested in their messageand then proceed to subject
any and everyone they can find to a horrendous PowerPoint slideshow put
together by a well-meaning but aesthetically-challenged subordinate. Screenafter-screen of lengthy text, in a small barely legible font size (because a small
font size is the only way to fit all of the words onto the slide), which the
manager duly and dully reads verbatim.
The psychological reality is that unless a person is interested in the subject of
the message they are highly unlikely to pay any attention. This means that if
you force them to attend to your message, you will actually turn them against
you and be even less likely to receive their attention in the future.
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Save your in-depth budget and performance analysis Excel-generated charts for
those who genuinely care and need to know about such things. If your business
communication needs to touch on several areas that might not be of interest to
your entire audience, let them know of alternative resources that more fully
address each of these additional areas. You can do this by, for example,
providing them with an easily-remembered and written link to a webpage
where a greater depth of information can be stored.
6.
7.
Mobile
With increasing numbers of consumers using mobile phones to get information on
stores, products and local deals, you can develop a mobile merchandising strategy to
communicate with consumers in your area. By participating in a service such as
Foursquare, you can attract and reward customers by offering mobile coupons, prizes
or discounts when they check in at your store using a mobile phone to register their
identity. According to the Foursquare website, an offer like a 5 percent discount on
their next purchase will encourage Foursquare members to shop with you. Discount
programs, including Group on and Living Social, also have mobile applications to
attract on-the-go customers into your business with a special offer. According to
Living Social, 87 percent of customers who use a Living Social deal to visit a
restaurant, plan to return to that business.
Social
A social media communication strategy can help you increase dialogue with your
customers and get valuable feedback on your products and standards of customer
service. You can set up a forum or comments page on your website where customers
can share their views. You can also use techniques such as blogs to provide customers
with news about your store and its products. "PR Week USA" described how a major
entertainment retailer provides customers with a special newsroom where they can
find news about entertainment, events at the store or recommendations on
entertainment products.
Employees
Don't forget to include employees in your communications strategy. By keeping them
informed on developments in the store, special customer offers and other product
news, you can be confident that they are communicating the right messages to your
customers, according to Chetochine Consulting Group. An electronic newsletter keeps
employees up to date, while an employee forum on your website encourages
employees to share views and tips on improving customer service.
60
Exercise: Assignment
1. Prepare a presentation imagine you are sales representative of Hypermarket and
you need to present your sales data and growth of last month?
_______________________________________________________________________
_______________________________________________________________________
2. Visit to two retail stores to study the organizational procedures.
_______________________________________________________________________
_______________________________________________________________________
3. Visit to a retail store and write a report about what kind of business
communication is used for what purpose in the store between employees and
between customers. (Note: use pictures to make report effective).
_______________________________________________________________________
_______________________________________________________________________
Assessment
A. Shorts Answer Questions
1. What is business communication?
_______________________________________________________________________
_______________________________________________________________________
2. What are the types of business communication?
_______________________________________________________________________
_______________________________________________________________________
3. Explain the internal business communication?
___________________________________________________________________
___________________________________________________________________
4. Analyze the external business communication?
___________________________________________________________________
___________________________________________________________________
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(F)
63
Part C
Performance Standards
The Performance standards may include, but not limited to:
Performance standards
Yes
No
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Relevant Knowledge
A project report is a record of any sort of project, whether it is a school
project, business project, or research project. Most commonly, project reports are
written to record the beginning, middle and end of specific project events, such as
business initiatives or school experiments. A project report can be written about
almost any topic, in fields such as science, marketing, education, or engineering.
However, to fulfill the standardized and formal requirements of teachers or
executives, professional project reports must have certain characteristics; these will
include specific sections of the project report, which are usually as follows:
Introduction
Table of Contents
Main Sections
Conclusion
References
To create a polished and impressive business report, a person or group must track
the timeline of a specific subject, experiment, or business initiative. For example,
a marketing department might be asked to write a project report on their latest
Internet-based ad campaign. If the marketing executives "rolled out" a new
website or social networking service, they will announce the occurrence during the
Introduction, and then detail the rollout during the main Section(s). In their
Conclusion, they will summarize exactly how successful or unsuccessful the project
was, in relation to their initial projections and goals. This Conclusion should be
supported by evidence prepared in the Main Sections; such evidence may include
tables, pie charts, graphs, and spread sheet excerpts.
Details are the heart of soul of any effective project report; dates, times, facts, and
figures must be used to build credibility. Whether a project report is written about a
new housing development, a science experiment, or an ad campaign's rollout, it
should be based on quantifiable information that is easy for a layman to understand.
The best project reports will be written according to a formal template, and they will
be completely honest reckonings of all of the good and bad things that transpired
during the central event's timeline. From the Introduction to the Conclusion, the role
66
of the project report is to provide a factual record of the event that may later be
used to make decisions about planning similar events or initiatives in the future; this
is one reason why a project report can be a valuable tool in the business world.
Preparation of Project Report
Your company seeking financial assistance for implementation of its business idea is
required to prepare a Project Report covering certain important aspects of the
project as detailed below:
Promoters background/experience
Product with capacity to be built up and processes involved
Project location
Cost of the Project and Means of financing thereof
Availability of utilities
Technical arrangements
Market Prospects and Selling arrangements
Environmental aspects
Profitability projections and Cash flows for the entire repayment period of
financial assistance
Spreadsheets formats attached with this document will help you prepare a Detailed
Project Report for your Bank. You may omit the manufacturing related information in
case you are applying for a non-manufacturing project.
Since the appraisal of the Project involves evaluation of the Project in the following
areas, your company/you would be required to submit certain documents/information
in the matter.
Management Evaluation
Memorandum and Articles of Association: Object, authorized and paid-up share
capital, promoter's contribution, borrowing powers, list of directors on the
Board, terms of appointment of directors.
Management and Organization set up: Broad composition of the Board, details
of full time directors and their responsibilities, details of Chief executive and
functional executives including qualification, experience, organization set-up
for existing company and during project implementation for new company.
Technical Feasibility
Technology and manufacturing process: Proven/new technology, basis of
selection of technology, competing technologies, performance data of plants
based on the technology, details of licensor of technology, process flow chart
and description.
Raw material, Utilities and Manpower: Details of raw materials and suppliers,
electricity and water supply, basis of manpower estimates, details of
manpower e.g. managerial, supervisory, skilled/unskilled, training needs.
Commercial Viability
Existing and potential market demand and supply for the proposed product in
respect of volume and pattern.
Share of the proposed product of the company in the total market through
marketing strategy.
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Financial Appraisal
Cost of the Project: This includes the cost of land & site development,
building, plant & machinery, technical know-how & engineering fees,
miscellaneous fixed assets, preliminary & preoperative expenses,
contingencies, margin money for working capital. Your company is expected to
submit realistic estimates and reasonableness of the cost of the project will be
examined with reference to various factors such as implementation period,
inflation, various agreements, quotations etc.
Economic Viability
Your company will have to take real value of input as against the value
accounted in financial analysis for the purpose of economic evaluation of the
project.
Your company should carry out social cost benefit analysis as a measure of the
costs and benefits of the project to Society and the Economy.
69
Cover Page and Title Page: A specimen copy of the Cover page & Title page of
the project report are given in Appendix 1.
2.
3.
Abstract: The abstract is a very brief summary of the report's contents should
be one page synopsis of the project report typed double line spacing, Font
Style Times New Roman and Font Size 14. Somebody unfamiliar with your
project should have a good idea of what it's about having read the abstract
alone and will know whether it will be of interest to them.
5.
Content page: This should list the main chapters and (sub)sections of your
report. Choose self-explanatory chapter and section titles and use double
spacing for clarity. If possible you should include page numbers indicating
where each chapter/section begins. Try to avoid too many levels of subheading
- three is sufficient.
(i) Table of Contents: The table of contents should list all material following
it as well as any material which precedes it. The title page and Bonafide
Certificate will not find a place among the items listed in the Table of
Contents but the page numbers of which are in lower case Roman letters.
One and a half spacing should be adopted for typing the matter under this
head. A specimen copy of the Table of Contents of the project report is
given in Appendix 3.
(ii) List of Tables: The list should use exactly the same captions as they
appear above the tables in the text. One and a half spacing should be
adopted for typing the matter under this head.
(iii) List of Figures: The list should use exactly the same captions as they
appear below the figures in the text. One and a half spacing should be
adopted for typing the matter under this head.
(iv) List of Symbols, Abbreviations and Nomenclature: One and a half spacing
should be adopted or typing the matter under this head. Standard
symbols, abbreviations etc. should be used.
6.
Chapters: The chapters may be broadly divided into 3 parts, (i) Introductory
chapter, (ii) Chapters developing the main theme of the project work, and (iii)
Conclusion. The main text will be divided into several chapters and each
chapter may be further divided into several divisions and sub-divisions. Each
chapter should be given an appropriate title. Tables and figures in a chapter
should be placed in the immediate vicinity of the reference where they are
71
cited. Footnotes should be used sparingly. They should be typed single space
and placed directly underneath in the very same page, which refers to the
material they annotate.
(i)
Introduction: This is one of the most important components of the
report. It should begin with a clear statement of what the project is about so
that the nature and scope of the project can be understood by a lay reader. It
should summarise everything you set out to achieve, provide a clear summary
of the project's background, relevance and main contributions. The
introduction should set the context for the project and should provide the
reader with a summary of the key things to look out for in the remainder of the
report. When detailing the contributions it is helpful to provide pointers to the
section(s) of the report that provide the relevant technical details. The
introduction itself should be largely non-technical. It is useful to state the main
objectives of the project as part of the introduction. However, avoid the
temptation to list low-level objectives one after another in the introduction
and then later, in the evaluation section (see below), say reference to like "All
the objectives of the project have been met...".
(ii)
Background: The background section of the report should set the project
into context and give the proposed layout for achieving the project goals. The
background section can be included as part of the introduction but is usually
better as a separate chapter, especially if the project involved significant
amount of ground work. When referring to other pieces of work, cite the
sources where they are referred to or used, rather than just listing them at the
end.
(iii) Body of report: The central part of the report usually consists of three
or four chapters detailing the technical work undertaken during the project.
The structure of these chapters is highly project dependent. They can reflect
the chronological development of the project, e.g. design, implementation,
experimentation, optimization, evaluation etc. If you have built a new piece of
software you should describe and justify the design of your program at some
high level, possibly using an approved graphical formalism such as UML. It
should also document any interesting problems with, or features of, your
implementation. Integration and testing are also important to discuss in some
cases. You need to discuss the content of these sections thoroughly with your
supervisor.
72
(iv) Evaluation: Be warned that many projects fall down through poor
evaluation. Simply building a system and documenting its design and
functionality is not enough to gain top marks. It is extremely important that
you evaluate what you have done both in absolute terms and in comparison
with existing techniques, software, hardware etc. This might involve
quantitative evaluation and qualitative evaluation such as expressibility,
functionality, ease-of-use etc. At some point you should also evaluate the
strengths and weaknesses of what you have done. Avoid statements like "The
project has been a complete success and we have solved all the problems
associated with ...! It is important to understand that there is no such thing as
a perfect project. Even the very best pieces of work have their limitations and
you are expected to provide a proper critical appraisal of what you have done.
(v)
Conclusion and Future work: The project's conclusions should list the
things which have been learnt as a result of the work you have done. For
example, "The use of overloading in C++ provides a very elegant mechanism for
transparent parallelization of sequential programs". Avoid tedious personal
reflections like "I learned a lot about C++ programming..." It is common to
finish the report by listing ways in which the project can be taken further. This
might, for example, be a plan for doing the project better if you had a chance
to do it again, turning the project deliverables into a more polished end
product.
7.
8.
73
Exercise: Assignment
1. Prepare a project report of selected retail organized stores covering their sales
growth, products offering, method of operations, employees, SWOT analysis and
suggestions to improve the performance of the organization?
_______________________________________________________________________
_______________________________________________________________________
2. Prepare a project report of retail store covering their business communication
ways should be improve the qualities of the sales personnel and its impact on
improve the sales?
_______________________________________________________________________
_______________________________________________________________________
Assessment
A. Shorts Answer Questions
(i)
What is meaning of report?
_______________________________________________________________________
_______________________________________________________________________
(ii)
What do you mean project report?
_______________________________________________________________________
_______________________________________________________________________
(iii)
(T)
3. The report should not contain the description of the questionnaires used in the
analysis.
4. In project report Bonafied certificate comes after acknowledgement.
(F)
(T)
76
Yes
No
77