Escolar Documentos
Profissional Documentos
Cultura Documentos
Notice
The Institute of Chartered Accountants of Pakistan has made every effort to ensure that at
the time of writing the contents of this study text are accurate, but neither The Institute of
Chartered Accountants of Pakistan nor its directors or employees shall be under any liability
whatsoever for any inaccurate or misleading information this work could contain.
ii
C
Contents
Page
Questions
Chapter
1
Business communications
10
23
Listening skills
28
31
44
Business reports
50
51
54
Business communications
56
59
Listening skills
60
61
65
Business reports
81
86
Answers
Chapter
Business communication
iv
Questions
CHAPTER 1 THE COMMUNICATION PROCESS
Q1
Q2
Q3
Five factors which in your opinion contribute towards improved receptivity of the
message by the recipient of communication are:
A
Bad news
Persuasive messages
A, B and C
What are the steps that are generally followed in writing of indirect communications in
business?
A
Business communication
Q4
As a Professional Trainer, you have just completed a 3 hour Training Session on the
subject of International Trade Financing for a group of twenty Management Trainees
of Phoenix Bank Limited. You are keen to measure the success of the presentation
and would like to know the extent to which the trainees have absorbed and benefited
from the lecture.
What are four different methods by which you can obtain feedback from the trainees?
Q5
Ask them to write a summary of the salient points made in the lecture
Ask them to give examples of the application of the knowledge they acquired
A, B and C
TV panel interviews conducted with prominent personalities in various fields show that
these individuals often lack good communication skills.
Identify four of the most common traits which are indicative of their unsatisfactory
communication skills.
Q6
(i)
(ii)
(iii)
(iv)
(v)
The interviewee is not attentive when the moderator or other members of the
panel are speaking.
(vi)
(i), (vi)
Question
Q7
Q8
Q9
Q10
Q11
Notice Boards are often treated with neglect and become untidy and irrelevant
with the passage of time.
Source-receiver
Encoding-Decoding
Perception
Two people
One to many
Many to one
Importance of communication
Need of communication
Unavoidability of communication
Business communication
Q12
Q13
Q14
No interest in juniors
Use a soft entry. Do not give the feedback immediately give the person an
opportunity to be prepared for the potentially unfavourable feedback.
Advise the subordinate that the change in behaviour would have a positive
impact and outcome.
Q15
Question
Q16
Q17
Q18
Q19
Q20
Unethical
In Selective Perception:
A
Business communication
Q21
Q22
Q23
Q24
The differences in the manner in which the receiver processes and interprets
the message
The differences in the manner in which the receiver processes and interprets
the message
The differences in the manner in which the receiver processes and interprets
the message
Question
Q25
Q26
Q27
Q28
Identify the medium most suitable for quick, inexpensive, effective, and reliable
communication.
A
Email Message
Face-to-face Conversation
Fax
Letter
Mark the most appropriate state for Content and Relationship Dimensions of
Communication
A
Business communication
Q29
Q30
Q31
Q32
Non-verbal communication
Bypassing blockages in the usual vertical reporting line such as when a line
manager is on holiday, or when technical input is required outside the usual
sphere of expertise
Question
Q33
In recent years the world has become arguably irreversibly reliant on ICT for
conducting both personal and business activities. What are the significant
developments in ICT that have driven this reliance?
A
A and B
Business communication
Q2
Q3
Q4
While framing communication with the various stakeholders attention must be given
to:
A
Usually there are three levels within the organization at which messages are
communicated. Choose the correct option from the following sentences relating level
and impact.
A
Strategic
Operational
niche market.
Tactical
Operational
A, B and C
None of above
10
Question
Q5
Q6
Q7
Q8
Which one of the following example shows usage of Internal Source of information?
A
Internet
While planning a business message what should be the key considerations? Choose
as many as applicable.
A
Cater the message according to the audience and use appropriate style
Ali bought a new Entertainment set online. The company shipped the item within the
timelines. However within two days of installation the DVD player and the speakers
malfunctioned and caused a short circuit in his room. Ali was very livid and decided to
sue the company, prior to that he wanted to write them a letter. Choose the correct
objectives from the following
A
Ali bought a new Entertainment set online. The company shipped the item within the
timelines. However within two days of installation the DVD player and the speakers
malfunctioned and caused a short circuit in his room. Ali was very livid and decided to
sue the company, prior to that he wanted to write them a letter. Who should Ali be
addressing to in order to make his communication more effective?
A
11
Business communication
Q9
Q10
Q11
Q12
Ali bought a new Entertainment set online. The company shipped the item within the
timelines. However within two days of installation the DVD player and the speakers
malfunctioned and caused a short circuit in his room. Ali was very livid and decided to
sue the company, prior to that he wanted to write them a letter. What considerations
should Ali make while structuring the message?
A
Detailed account of how much he wanted the set and how disappointed he is
with the company
Include all the relevant details like the order number, the receipt number and
the response of the local call centre when complained in chronological order
Ali bought a new Entertainment set online. The company shipped the item within the
timelines. However within two days of installation the DVD player and the speakers
malfunctioned and caused a short circuit in his room. Ali was very livid and decided to
sue the company, prior to that he wanted to write them a letter. What style should he
use?
A
While choosing the appropriate media and channel for communication what factor is
not important to be considered?
A
Cost of interaction
Be able to identify main idea, supporting issues and the key issues.
12
Question
Q13
Q14
Q15
Q16
Formal
Informal
The scope of the committee is well defined and communicated to all members
Timeliness
Flexibility
instant feedback
13
Business communication
Q17
Q18
Q19
Rahman has just joined the organization as the MD. He is not satisfied with the
communication channels used within the organization. The organization uses the
memos instead of telephone calls within the departments, the manual of staff was last
updated three years ago, most of the employees remain unaware of the
achievements of the other departments and other stations. The news gets through
faster from the grapevine than the formal communication, with the latter being
perceived as ineffective, slow and incomplete. If there is any announcement to be
made it is posted on the Notice board, usually towards the end of the office hours thus
very few people notice it. The office relies heavily on paper work with the forms
available for even requesting stationary. In this situation Rahman wants to turn around
the communication. The first step is towards faster credible formal communication.
Choose the appropriate action which will ensure faster communication of the HR and
make it more credible.
A
Strictly make the HR manager follow the timelines to ensure fast, effective and
complete information be circulated to all employees through email and on the
notice board before the second half.
Reduce the paper work by allowing social media updates and informal
communication to be considered as formal.
In the same example, Rahman wants to create open communication and increase
interaction of workforce to create a friendly environment.
A
Monday meetings with the department heads and the departments regarding
the new tasks for the week and the update of last.
Open door policy for the HODs with diagonal communication allowed.
Memos to be sent via email and only to confirm the oral communication once
decision is made.
Monthly Newsletter for the organization which will include the achievements of
the staff as well as update of the activities of organization.
In the same example Rahman wants to reduce paperwork. Choose the appropriate
action which will ensure the same.
A
Only a and c
14
Question
Q20
Q21
Q22
Q23
In the same example, Rahman wants to update the staff manual regarding the
mechanism of communication of the organization. Choose the appropriate action
which will ensure the same.
A
Visual Communication can achieve greater impact in shorter time. Which of the
following is not an example of visual communication?
A
Ali asked Sara for a report on project feasibility for the new product. She failed to
submit the report even after two days. Choose which action would have prevented the
failure.
A
Both Sara and Ali should have communicated regarding the task after initial
email.
15
Business communication
Q24
Q25
Q26
Q27
Due to being technical and complex the receiver does not understand the
message
The message is ignored because the receiver does not believe it and thinks
that the sender must have got it wrong.
Argument: Manager supply chain and supplier disagree on the price quote with
the manager finally bringing it down
Competition: Solving the matter about which product will be launched first after
a long discussion in the meeting.
Conflict: The supply chain felt the new procurement policy by the
administration will derail their purchases setting them back on the targets.
Effective communication can resolve any conflict, which one of the following is not the
correct illustration
A
Bringing both the parties face to face to talk out the problem
Reprimanding the officer for not cooperating with the new manager
Offer an explanation
Present an alternative
16
Question
Q28
Q29
It is a well acknowledged fact that all forms of External and Internal Written Business
Communications have an inherently formal and impersonal style which does not
necessarily reflect the personal characteristics/traits of the individuals responsible for
the communication. What are reasons for that?
A
Following sentence converted into positives statement, mark the C that has been
missed in this conversion:
The Board rejected three of the twelve proposals submitted by the management.
The Board confirmed nine proposals submitted by the management.
Q30
Conciseness
Clarity
Concreteness
Correctness
Following sentence converted into positives statement, mark the C that has been
missed in this conversion:
We shall not give discount on orders worth less than Rs. 10,000.
We would be able to give discount on big orders.
A
Conciseness
Clarity
Concreteness
Correctness
17
Business communication
Q31
Following sentence converted into positives statement, mark the C that has been
missed in this conversion:
We would not be able to complete the order before the end of the month.
Your order will be executed as soon as possible, we promise, as we always keep our
promise.
Q32
Conciseness
Clarity
Concreteness
Correctness
Following sentence converted into positives statement, mark the C that has been
missed in this conversion:
Employees tea breaks should not be longer than 15 minutes.
Employees can take 15 minutes tea breaks on all working days.
Q33
Conciseness
Clarity
Concreteness
Correctness
Following sentence converted into positives statement, mark the C that has been
missed in this conversion:
We cannot begin the printing work until all the revisions are reviewed.
We will begin the printing work after revisions.
A
Conciseness
Clarity
Concreteness
Correctness
18
Question
Q34
Following sentence converted into positives statement, mark the C that has been
missed in this conversion:
We do not provide insurance cover for a period of less than six months.
The minimum period for which we provide insurance cover is six months and you
have to pay for it.
Q35
Conciseness
Courtesy
Concreteness
Correctness
Q36
Q37
Express and present ideas and information in a logical and persuasive manner
19
Business communication
Q38
Q39
Q40
Q41
Q42
Individuals appearance
Attitudes
The messages are considered as true and authentic versions of official policies
20
Question
Q43
The prime purpose of Visual Presentation Aids such as pictures, drawings, charts,
etc. is to communicate with greater clarity and to increase the level of understanding
among the audience.
What considerations should be kept in perspective to achieve optimum benefits of
Visual Presentation Aids?
Q44
Visual Aids should be used to highlight and give greater credibility to key
points
Visual Aids should be displayed only at the relevant points in the speech
The prime purpose of Visual Presentation Aids such as pictures, drawings, charts,
etc. is to communicate with greater clarity and to increase the level of understanding
among the audience.
All are true for visual aids EXCEPT:
Q45
After offering the explanation, the speaker should immediately turn face
towards the audience and continue to speak
Q46
Disseminates information
Trading partners
21
Business communication
Q47
Q48
Q49
Q50
useful to the most senior employees and assists long-term decision making
useful to the most senior employees and assists long-term decision making
useful to the most senior employees and assists long-term decision making
A and B
22
Question
Q2
Q3
Q4
A complete message will include the following features, choose all that apply:
A
Persuasive style
Addresses all the questions previously raised or pre-empt the questions of the
sender.
Avoiding verbosity
23
Business communication
Q5
Q6
Q7
Q8
Ali was asked to write a letter of regret to the customer for the refund. The refund was
regretted as the damage to the appliance was found to be from low voltage and not
the internal fault as quoted by the customer. The customer had taken the appliance
on instalments and is still required to pay the remaining amount. However the
company has a policy where the customer will be able to get a discount of 25% till the
completion of the instalments on every purchase. He sent letter emphasising how the
customer had tried to defraud the company and yet the company is giving him the
discount offer. The customer wrote a letter threatening to sue for bad customer
service. Choose what Ali did wrong in the letter.
A
In the same example what could Ali have done to make it more effective
communication?
1
Clarify the reason for the fault and extent of the damage
24
Question
Q9
Q10
Q11
Q12
Ask him to take it to the maintainer of building rather than asking them for
discount
A
1, 3, 4, 2, 7
1, 3, 5, 6, 2, 4
2, 4, 5, 6, 3
Distortion is avoided
Goal oriented
Concreteness
Conciseness
25
Business communication
Q13
Q14
Q15
Q16
Zain had a brainwave regarding a persistent problem at work while sitting in the
cafeteria. He decided to share it with his boss. He explained the crux of solution in a
five page note and submitted it, however he was told that it seems to be too
magnanimous and no one could picture the solution. What could have gone wrong?
A
Zain was unable to give proper facts and figures to support his idea
The boss did not want to go through the whole five pages
There was no clarity in his communication; he had just jotted down his thought
process.
Read the following sentence: The trend of violence in children because of the
unsupervised television and social media usage is increasing rapidly. Choose the
statement which depicts the message clearly.
A
Children are getting more violent due to unsupervised television and social
media usage.
Respectful
Unbiased
No factual errors
26
Question
Q17
Q18
Choose the correct illustration of All of almost everyone allows for the security guard
to go through their belongings.
A
27
Business communication
Q2
Q3
Q4
Hearing is:
A
Requires attention
Resisting distractions
28
Question
Q5
Q6
Q7
Q8
Q9
Listening to understand, listening carefully and not prejudging, holding your fire
A and B
Remains open-minded
Taking notes
29
Business communication
Q10
Q11
Q12
Q13
Q14
Be distracted easily
Listening to help speaker articulate the pent-up emotions which obscure the
speakers thinking process
A and B
Like to build a full picture, collect and consolidate all relevant information
Like to build a full picture, collect and consolidate all relevant information
Like to build a full picture, collect and consolidate all relevant information
30
Question
The use of buffers is recommended to soften the adverse impact of bad news
messages. However, in certain situations it is considered advisable to avoid the use of
buffers while conveying negative or unfavourable messages and come directly to the
point of the message.
When is direct approach considered to be more appropriate and effective option for
conveying bad news messages?
Q2
The use of buffers is recommended to soften the adverse impact of bad news
messages. However, in certain situations it is considered advisable to avoid the use of
buffers while conveying negative or unfavourable messages and come directly to the
point of the message.
All the statements are true for direct approach EXCEPT:
Q3
If the recipient has a tendency to skim the text and there are chances that the
important message may be missed.
If the reader refuses to see reason and accepts the bad news and there is
likelihood that the buffer may be interpreted as weakness.
31
Business communication
Q4
Q5
Q6
Not relevant to the main message of the sender and raises altogether new
issues
It is positive
Choose the correct sequence of important steps involved in the planning of written
messages.
A
Identify the purpose, Analyze the audience, Select the ideas, Support the
ideas with data, Organize the message, Style used
Analyze the audience, Identify the purpose, Select the ideas, Support the
ideas with data, Organize the message, Style used
Identify the purpose, Analyze the audience, Select the ideas, Support the
ideas with data, Style used, Organize the message
Identify the purpose, Select the ideas, Support the ideas with data, Analyze the
audience, Organize the message, Style used
32
Question
Q7
Q8
Q9
Marketing Experts know that prospective customers receive numerous visual and
audio sales promotion messages. The customers have to discern from these
messages which products or services best satisfy their needs and are also most costeffective.
Identify the steps which a skilled marketing expert should keep in mind in the planning
and communication of an effective and well-targeted promotion message.
Q10
Empathise with the needs, Identify the target market, Create a convincing
message, Select the most suitable media
Identify the target market, Empathise with the needs, Create a convincing
message, Select the most suitable media
Create a convincing message, Identify the target market, Empathise with the
needs, Select the most suitable media
Identify the target market, Select the most suitable media, Empathise with the
needs, Create a convincing message
33
Business communication
Q11
Q12
Informality
Equality
Friendliness
Q13
I am very busy
I dont care
A and B
Q14
A and B
I am very busy
A and B
34
Question
Q15
A letter conveying Bad News requires considerable tact and discretion on the part of
the writer as it must uphold the good image of the organisation conveying the bad
news, retain continued goodwill of the receiver and also state something that is not
very pleasant from the receivers standpoint.
What are the salient features of a carefully-prepared Bad News letter?
Q16
Q17
Q18
The subordinates believe that the managers will not take their problems
seriously.
Management itself does not have the information or solutions to the problems.
35
Business communication
Q19
Q20
Q21
Identify the correct sequence of steps which should be followed in the preparation of a
Persuasive Business Message to attract, create and sustain the readers interest in
the message and elicit a favourable response for taking action on the basis of the
writers proposal/request.
A
Identify the situation in which the style of writing Persuasive Business Messages may
be adopted to achieve positive response:
I.
II.
III.
To request an employer to give a salary raise which one considers one really
deserves.
IV.
To write to the Administrator, Roads and Works to repair the internal roads in
your industrial area which are presently in a dilapidated condition.
I and II
II and III
III and IV
36
Question
Q22
Q23
Q24
Q25
Eye contact with the audience and body language used to emphasise any
particular point(s)
An alert attitude should be retained to reply to the questions from the audience
Speed
Instantaneous Feedback
Nonverbal Clues
The sender of the message expresses thanks for receiving something from the
recipient of the message.
The sender shows that the response in the message is conveyed after an
equitable and objective examination of the issues.
37
Business communication
Q26
Q27
The sender of the message expresses thanks for receiving something from the
recipient of the message.
The sender shows that the response in the message is conveyed after an
equitable and objective examination of the issues.
Q28
The sender of the message expresses thanks for receiving something from the
recipient of the message.
The sender shows that the response in the message is conveyed after an
equitable and objective examination of the issues.
The sender of the message expresses thanks for receiving something from the
recipient of the message.
The sender shows that the response in the message is conveyed after an
equitable and objective examination of the issues.
38
Question
Q29
Q30
Q31
Q32
The sender of the message expresses thanks for receiving something from the
recipient of the message.
The sender shows that the response in the message is conveyed after an
equitable and objective examination of the issues.
39
Business communication
Q33
Q34
Q35
Q36
Q37
40
Question
Q38
Q39
Q40
Q41
(ii)
We shall not give discount on orders worth less than Rs. 10,000.
(iii)
We would not be able to complete the order before the end of the month.
(iv)
(v)
We cannot begin the printing work until all the revisions are reviewed.
(vi)
We do not provide insurance cover for a period of less than six months.
Our company has a strict policy not to accept orders for amounts of less than
Rs 2.5 million.
(ii)
(ii)
The inter-city Express Bus Service will not wait for more than 15 minutes at
any stop.
41
Business communication
Q42
Q43
(iv)
(v)
Do not apply for the position of Security Officer if your height is less than 185
centimetres.
Briefly explain the implied meaning conveyed in each of the following situations.
(i)
A director tells his secretary Dont be late for the Investment Committee
meeting tomorrow!
(ii)
(iii)
A CEO invariably comes late to the staff meetings, after the scheduled time,
and makes all the participants wait.
(iv)
(v)
A subordinate calls his senior manager and asks, May I come to discuss the
sales report? The senior manager responds, Im working on an urgent
assignment and have to meet a strict deadline.
Re-phrase the following sentences to remove their negative connotations so that they
may elicit more favourable responses from the recipients.
(i)
The problem with the Spinning Department is its inability to control the high
rate of energy wastage.
(ii)
In the event of your failure to make payment of your overdue account within 7
days, we would have no other alternative but to tell our legal advisors to initiate
legal proceedings against you.
(iii)
It is not possible for us to repair and replace the damaged parts of your
generator in one day. We would require 2 days to complete the job.
(iv)
Your salesman told a lie and misled me to purchase from your shop, a dress
made of mixed silk and polyester fabric instead of 100 per cent silk cloth as
claimed by him.
(v)
If you fail to return the completed Advertisement Contract Form along with a
cheque for Rs. 250,000 by September 30, 2014, your reserved space in the
next issue of our magazine Fashion Trends will be cancelled and would be
sold to another customer.
42
Question
Q44
Re-write the following messages to remove any negative perceptions and elicit a
positive and favourable response from the recipients.
(i)
You should not use this type of paper in the photocopying machine.
(ii)
(iii)
We regret to inform you that we must deny your request for sale of furniture on
credit.
(iv)
Decline in sales from Rs. 80 billion to Rs. 50 million is due to the very poor
performance of the previous management and this new management certainly
cannot be held responsible for this downslide.
(v)
You have been sitting on our order for supply of cement for the past two
months. We want the delivery of the consignment now as we cannot wait any
longer.
(b)
43
Business communication
Q2
You may highlight at least three competitive strengths which give CSML a
business edge over its competitors. Assume necessary details to enhance the
effectiveness of the selling points in your letter.
Q3
ABC Company has recently introduced a policy of subsidizing 50% of the tuition fee of
employees children. Write a memo for announcing this policy.
Q4
44
Question
The recent surge in prices of fresh milk has created considerable resentment among
the public who feel that the dairy farmers are charging exorbitant prices and making
excessive profits at the cost of the consumers.
In your capacity as the Chairman of the Pakistan Dairy Farmers Association write a
persuasive Letter to the Editor to be published in the dailies Dawn and The Nation
explaining the viewpoint of the dairy farmers and the factors responsible for the
increase in the cost of production of milk which has forced the dairy farmers to
increase their prices. You may assume any data that you may choose to make the
case of the Pakistan Dairy Farmers Association convincing and persuasive. Assume
that the name of the Chairman is Abdul Rahim Khan.
Q6
Q7
Reliable Computers Limited has recently imported 1200 computers from Taiwan. The
consignment packed in 12 pallets was shipped through Eastern Freight Airways. On
examination of the packages, the Consignee has found that 200 computers have
been damaged due to mishandling by the loading staff. The computers have been
damaged beyond repairs and have to be considered as a total loss.
45
Business communication
As Manager Imports, you are required to draft a Claim Letter to Eastern Freight
Airways describing the problem and making a strong case for compensation. The
Claim Letter should contain all pertinent information necessary to make a wellsubstantiated claim for compensation. Assume that your name is Khalil Ahmed.
Q8
Q9
You are the manager of Elegant Furnishers which manufactures superior quality
furniture exclusively for the high-end of the market. Your customers belong to the
affluent class who prefer to change the dcor and style of their residences at regular
intervals and purchase furniture of latest contemporary designs and fashions. Each
individual client is important and you would go to any lengths to retain the goodwill of
these customers. Most of your customers have close social interactions and adverse
comments by even a single customer may result in loss of business from other
customers.
Mr Zaman Khan, who is your valued customer, has complained that the quality of the
furniture purchased by him amounting to Rs. two million is not satisfactory. The quality
of wood used is substandard and the workmanship of polishing of the furniture is
poor. He has expressed his disappointment and asked you to replace the entire
furniture.
You are required to write a letter to the customer to convey your apologies for the
inconvenience caused and offer to undertake the polishing and other works at your
cost to the entire satisfaction of the customer. Your letter should be worded politely
and convey the message that customer satisfaction is very important for you.
Assume that your name is Muhammad Sadiq.
Q10
Superb Fans Limited (SFL) are manufacturers of a wide range of electrical fans and
have been acknowledged as a key player in the market due to the elegant design,
durability and reliable performance of its products. Since the past two years, SFL has
been affected by decline in domestic demand, fall in exports due to global recession
and rising prices of its essential raw material inputs. This has caused a drop in sales
revenues and increase in costs resulting in sharp erosion of the companys
profitability. The board of directors has decided to strictly curtail all expenditures,
including freezing of salaries, reduction in fringe benefits and withdrawal of loan
facilities to employees.
In your capacity as Chief Executive Officer of SFL, you are required to write a Circular
Letter addressed to the staff explaining the circumstances which have forced the
company to adopt stringent austerity measures. Also inform the staff that the SFL
would avoid layoff of its employees as they have made invaluable contributions
towards the companys achievements.
46
Question
The Circular Letter should apprise the employees that the hardships would be
overcome and the situation would change with the improvement in the economic
conditions.
Assume that your name is Zahid Awan.
Q11
After the widespread floods in the country, the condition of the inter-city roads has
deteriorated considerably with the result that the Goods Transporters are faced with
the problems of escalating costs due to increase in commuting time, higher fuel
consumption and frequent breakdowns caused by the poor condition of the roads.
The collapse of bridges and the creation of temporary diversions result not only in
rapid wear and tear of the vehicles but also cause serious accidents. As a result the
problems of goods transporters have increased considerably and they are forced to
increase the freight charges.
As President of All Pakistan Goods Transport Association, you are required to write a
persuasive letter to the Director General, Roads and Highways Authority, explaining
the gravity of the problem and requesting him for urgent measures for repairs of the
inter-city roads.
Assume that your name is Zahid Khan and your office is located at Badami Bagh
Lahore.
Q12
You are the Head of Stitching Department of Mod Garments Limited. Work on an
important export order for Mens Suits amounting to Rs 25 million is in process. While
coming to work, 30 workers i.e. 20 per cent of your total workforce have been
seriously injured in a recent bus accident.
You are required to prepare an Inter-office Memo to the Head of the Human
Resources Department requesting for recruitment of 25 temporary workers on an
urgent basis. You may assume any details that may be considered necessary.
Note:
Q13
Zenith Fan Company Limited (ZFCL) are manufacturers of different types of ceiling,
pedestal and exhaust fans. ZFCLs products are recognised as being of superior
quality and command premium prices in a highly competitive business environment. A
batch of Ceiling Fans of Cool Air model was launched by ZFCL for the first time in
the market through a selected group of four main distributors. The distributors have
received numerous complaints from their customers stating that these fans have
defective copper coils and are therefore unable to perform satisfactorily in the summer
months.
47
Business communication
You are the Director of Electronic Fans, who are the most important distributors of
ZFCL. Write a letter to Director Marketing, ZFCL advising him of the problem and
requesting for free replacement of the defective fans returned by the customers.
(Imagine that you are Muhammad Ahsan).
Q14
Two months ago, The Environment Protection Board had ordered the closure of your
Paper and Board manufacturing plant because it was discharging untreated effluent in
the river causing pollution and adversely affecting the agricultural lands in the area
and damaging the marine life in the river. This unit is one of the largest paper and
board mill in the country. The company has since taken necessary measures to rectify
the problem. As the Chief Executive Officer of the mill you are required to write a letter
to the Director, Environment Protection Board requesting that the factory may be reopened to enable it to resume its manufacturing operations.
You should emphasise that all necessary measures have been taken to resolve the
problem. You may make assumptions of any details/information that you may
consider relevant to substantiate your case for the re-opening of the mill.
Assume that the name of your Company is Sterling Paper and Board Mill Limited,
Lahore and you are Khalil Ahmed.
Q15
The Good Hope Children Welfare Organisation, a reputable and well-managed NGO,
intends to implement two hospital projects for the Street Children in Lahore and
Karachi. It is estimated that approximately 200,000 Street Children in both these cities
are affected with various diseases, including life-threatening diseases. Urgent
measures are required to address to this grave problem before the situation
deteriorates further.
You are required to prepare a persuasive message to be circulated to the prospective
donors seeking their help for this worthwhile cause. The message should incorporate
the principles of good communication for eliciting a positive response from the donors.
Address of NGO is:
The Good Hope Children Welfare Organisation
250 Orangi Township
Workers Avenue
Karachi 45678
Assume you are the Honorary Chairman of The Good Hope Children Welfare
Organisation and your name is Fazal Mahmood.
Q16
48
Question
As Director Marketing of CSML, you are required to write a Letter to CEO of Zenith
Property Developers Limited offering to supply steel products for their projects.
Note:
You may highlight at least three competitive strengths which give CSML a
business edge over its competitors. Assume necessary details to enhance the
effectiveness of the selling points in your letter.
49
Business communication
You are the Human Resource Manager at one of the leading commercial banks in
Karachi. Over the last six months, various clients have complained about the rude and
unacceptable behaviour of Mr. Sultan Ahmed, the Customer Services Manager of the
I.I. Chundrigar Road branch. Mr. Ahmed who has been an employee of the bank for the
past 7 years, has always had a clean record and until recently has been one of the
most valuable contributors to the bank. You are required to investigate and prepare a
short report to be submitted to the Regional Manager, Customer Services. You may
assume any necessary details.
Q2
Q3
Q4
You have been assigned the task of preparation of a Comprehensive Report on the
status and performance of an important corporate business enterprise. Give ten
Headings of important Topics which would be included in your Report.
50
Q2
Q3
Q4
Q5
Internet society
Allison signs on to her school's website using a password and username. She is
using:
A
A portal
A digital assistant
A palm pilot
iTunes
Easy mail
Electronic mail
Electric mail
TCP
ISP
FTP
HTTP
51
Business communication
52
A
Answers
53
Business communication
Q2
A, B and C
Q3
Q4
A, B and C
Q5
Q6
Q7
A, B and C
Q8
Perception
Q9
A, B and C
Q10
Unavoidability of communication
Q11
Q12
Q13
Q14
A, B and C
Q15
Q16
A, B and C
Q17
A, B and C
Q18
A, B and C
Q19
Q20
A, B and C
Q21
Q22
Q23
54
Answer
Q24
A, B and C
Q25
Face-to-face Conversation
Q26
A, B and C
Q27
Q28
Q29
A, B and C
Q30
A, B and C
Q31
A, B and C
Q32
A, B and C
Q33
A and B
55
Business communication
Q2
Q3
Q4
A,B and C
Q5
Q6
and using
Q7
Q8
Q9
Q10
Q11
Q12
Q13
Q14
A, B and C
Q15
Q16
Q17
Q18
56
Answer
A, B and C
Q20
Q21
Q22
Q23
Q24
Q25
Q26
Q27
A, B,C
and E
Q28
A, B and C
Q29
Concreteness
Q30
Concreteness
Q31
Conciseness
Q32
Conciseness
Q33
Clarity
Q34
Courtesy
Q35
A, B and C
Q36
A, B and C
Q37
A, B and C
57
Business communication
Q38
Q39
Q40
A, B and C
Q41
A, B and C
Q42
Q43
A, B and C
Q44
Q45
Q46
A, B and C
Q47
Q48
Q49
Q50
A and B
58
Answer
Q2
Q3
A,B and D
Q4
Q5
Q6
Q7
A, B and C
Q8
1, 3, 5, 6, 2 , 4
Q9
Q10
Distortion is avoided
Q11
Q12
Q13
Q14
Q15
Q16
Q17
Q18
59
correct,
Business communication
Q2
A, B and C
Q3
Q4
A, B and C
Q5
A, B and C
Q6
Q7
A, B and C
Q8
Taking notes
Q9
Q10
Q11
A, B and C
Q12
Q13
Q14
60
Answer
A, B and C
Q2
Q3
A, B and C
Q4
It is positive.
Q5
Q6
Q7
Q8
Q9
Q10
Q11
A, B and C
Q12
I am very busy.
Q13
A and B
Q14
A and B
Q15
Q16
Q17
A, B and C
Q18
Q19
Q20
Q21
Q22
Q23
A, B and C
61
Business communication
Q24
Instantaneous Feedback
Q25
Q26
Q27
Q28
Q29
Q30
Q31
Q32
Q33
Q34
Q35
Q36
Q37
Q38
Q39
Q40
(i)
(ii)
(iii)
(iv)
(v)
We will begin the printing work after we have reviewed all the
revisions.
62
Answer
Q41
Q42
Q43
(vi)
(i)
(ii)
(iii)
The inter-city bus service will wait for 15 minutes at all stops.
(iv)
(v)
You may apply for the position of security officer if your height
is 185 centimetres or more.
(i)
(ii)
(iii)
(iv)
(v)
(i)
(ii)
(iii)
(iv)
(v)
63
Business communication
Q44
(i)
(ii)
(iii)
For the time being, we can serve you on cash basis only.
(iv)
(v)
64
Answer
Thanking you
Yours faithfully
Abdul Samad
Public Relations Officer
65
Business communication
Q2
66
Answer
Q3
MEMORANDUM
TO:
All employees
FROM:
DATE:
February 5, 2008
SUBJECT:
Fee subsidy
Q4
Company Letterhead/address
Date
Reference
Salutation
Complimentary close
Writers designation
Introductory remarks
Coherent presentation
67
Business communication
Q5
Answers would differ with each candidate, particularly with respect to the
selection of appropriate arguments to justify the Associations position.
However, the following should be observed:
Date
Salutation
Introductory remarks
Q6
(ii)
(iii)
Reference Number
(iv)
Date
(v)
(vi)
(vii)
(viii)
(ix)
(x)
Disclosure of
arrangement
(xi)
(xii)
further
68
information
regarding
the
merger
Answer
Q7
(ii)
(iii)
(iv)
(v)
(vi)
(vii)
(viii)
69
Business communication
Ref.
December 1, 2009
No.:
Mr John Ping
Director of Operations
Eastern Freight Airways
Business Arcade, Suite No 736
I.I. Chundrigar Road
Karachi-41000
Subject: Claim for Compensation due to Mishandling of Consignment in transit
Dear Mr Ping
We have received our Consignment of 1200 computers packed in 12 pallets shipped from
Taiwan to Lahore via EFA Airway Bill No 674 dated 23-11-2009 on 26-11-2009 and found
that 200 computers have been damaged due to mishandling by your loading staff. Letter No
886 dated 26-11-2009 issued by your Manager Cargo, Lahore regarding the status of the
damaged computers is enclosed. The surveyors report certifies that the damaged computers
cannot be repaired and are a total loss.
The computers were imported to fulfil an order of one of our most important customer and
our inability to supply the equipment within the time limit would cause considerable loss to
our customer. This would be a major setback for our reputation and future business relations
with our valued customer and we are afraid that they would lodge a claim for our failure to
supply the goods within the specified deadline.
Details of the financial loss caused by the negligence of your staff are given below:
Rupees
8,000,000
60,000
50,000
8,150,000
You would appreciate that we have been availing your services since the past 5 years and
have always been impressed by the quality of your customer-caring attitude. This incident of
gross negligence by your loading staff is a matter of serious concern and we would certainly
consider our future business relationship in the context of your response in meeting our
legitimate claim.
We would request you to please settle our claim and send us a cheque for Rs 8.15 million
within 10 days. Your positive and prompt response would be appreciated.
Sincerely,
Khalil Ahmed
Manager Imports
70
Answer
Q8
Answers would vary. However students should cover the following points with
correct grammar and using appropriate vocabulary:
(i)
(ii)
Date
(iii)
(iv)
(v)
(vi)
(vii)
Describe the need, scope and benefits of the proposed school network
(viii)
Complimentary close
(ix)
(x)
71
Business communication
December
Mr Z A Pasha
Chief Executive Officer
Apex Pharmaceuticals Limited
D-25 S.I.T.E.
Karachi-42300
Subject:
Appeal for Help for Establishment of Schools for Displaced Children in the
Northern Areas
Dear Mr Pasha,
To live with the awareness that disaster or tragedy could strike at any time, and to still live
with love and care for fellow human beings is to live with compassion and grace. The tragedy
caused by the conflict in our northern areas has already struck and has caused immense
loss and misery to the inhabitants. The most vulnerable are the children who have lost their
parents and homes and are facing a life-long fear of hopelessness and destitution. They
need our help, and they need it now!
Children Welfare Trust, a charitable institution, with an impeccable and credible record of
past performance in numerous relief efforts intends to implement a project for establishment
of 500 primary and secondary schools with boarding and lodging facilities for the displaced
children in the northern areas. The total cost of the network of schools is estimated at Rs 1.5
billion. We are pleased to mention that our appeal for help has not gone unheeded and are
grateful to our donors for their most generous donations of Rs 250 million in the past one
month. In addition, pledges amounting to Rs 350 million have been received from
philanthropists and our staff is making vigorous efforts for their collection.
Kindly help us to help the displaced children by your contribution of Rs 5 million. It is a cause
worthy of your most generous support as it will bring life-changing benefits to a very large
number of children in whose young hearts and minds dwells the destiny of our beloved
country.
Your organization can send a tax-exempted contribution using the enclosed form and
envelope.
Sincerely,
ABC
Chairman
72
Answer
Q9
ELEGANT FURNISHERS
Our reference:
12345
Our address 1
Our address 2
Postcode
Mr Z Khan,
Address 1
Address 2
Postcode
17 August 20XX
Dear Mr Khan,
Complaint
Thank you for taking the time to complain that the furniture you recently bought for Rs. 2m
incorporated below-standard wood and polishing. Please accept our sincerest apologies for
the inconvenience caused.
As a leading supplier of high quality premium furniture, customer satisfaction is of the highest
priority. We are therefore extremely grateful to you for having brought these issues to our
attention. Such issues are rare given the highest levels of quality assurance we employ, but
in this instance your feedback enabled us to identify problems with a new wood supplier and
team of polishers, both of which have now been addressed.
We would like to propose undertaking full rectification works including delivery at our own
expense. Furthermore we would like to offer you a 15% discount off your next purchase by
way of compensation for the inconvenience caused and can assure you that your continued
custom and satisfaction remain our highest priority.
Yours sincerely,
<Signature>
Muhammad Sadiq
Manager
73
Business communication
Q10
Our address 1
Our address 2
Our address 3
Postcode
Restriction on expenditure
Freeze salaries
Reduce fringe benefits
Withdraw loan facilities
To reiterate, we recognize the strength, dedication and talent of the whole workforce and
invaluable contribution made towards the companys achievements. It is therefore a key
element of the plan to avoid redundancies.
Thank you for your continued efforts and dedication in this challenging period.
Kind regards,
<Signature>
Zahid Awan
Chief Executive Officer
74
Answer
Q11
ALL
PAKISTAN
GOODS
TRANSPORT ASSOCIATION
The collapse of bridges and the creation of temporary diversions also result not only in rapid
wear and tear of the vehicles but also cause serious accidents. As a result the problems of
goods transporters have increased considerably and they are forced to increase the freight
charges, which of course has a knock-on effect to the economy.
Once again thank you for your efforts and I look forward to hearing your comments on how to
address these issues.
Yours faithfully,
<Signature>
Zahid Khan
President
75
Business communication
Q12
Memorandum
Sent: 3 February 20XX 16:42
From:
Sohail Ahmed
To:
Zaheer Khan
Subject:
Hi Zaheer,
Apologies in advance for this urgent request but unfortunately 30 employees (20% of the
entire workforce!) have been seriously injured in a recent bus accident and are unable to
work.
Whilst our priority remains the injured workers and their families we also face the prospect
that this problem has arisen in the middle of completing work on a critical mens suits export
order worth Rs 25 million. Unfortunately there is no spare capacity across the rest of the
workforce as they are currently operating at maximum utilisation (including overtime) on
equally urgent orders.
Therefore, I request your urgent authorisation and help in recruiting 25 temporary workers
specifically to fulfil the part-completed export order. The employees will be needed for 4
weeks in total starting as soon as possible.
I look forward to receiving your confirmation. Thanks in advance.
Kind regards
Sohail
Head of Stitching
76
Answer
Q13
ELECTRONIC FANS
Our reference:
12345
Our address 1
Our address 2
Our address 3
Postcode
Mr Z A Pasha
Marketing Director
Zenith Fan Company Limited
Address 2
Postcode
17 August 20XX
Dear Mr Pasha,
Defective Cool Air ceiling fans replacements required
Firstly, congratulations on your continued innovation in launching new products such as the
Cool Air range of ceiling fans. As a key distribution partner we take great pride in working
with you supplying leading-edge products to our loyal customer base.
Unfortunately we have recently received numerous complaints from customers stating that
the Cool Air fans have defective copper coils. This has prevented the fans operating
satisfactorily in the summer months.
Please could you therefore arrange for the immediate delivery of free replacement fans
against returns received so far. Thanks. Furthermore, given the premium positioning of
Zenith products please advise if you will be processing a full recall and replacement in order
to protect the brand name going forward.
I look forward to hearing from you.
Yours sincerely,
<Signature>
Muhammad Ahsan
Director
77
Business communication
Q14
Your reference:
Our reference:
12345
12345
Our address 1
Our address 2
Lahore
Postcode
PRIVATE & CONFIDENTIAL
Director
Environment Protection Board
Address 2
Address 3
Postcode
17 August 20XX
Dear Sir,
Request to re-open paper and board manufacturing plant
Following the closure of the paper and board manufacturing plant two months ago due to
effluent discharge we have now completed all the necessary rectification measures and
request permission to re-open.
In response to the initial closure a special emergency task force was formed which quickly
identified the problem. This enabled a second team to fix the problem. However, I would also
like to emphasise that we have implemented measures that go significantly beyond the
points raised in your initial inquiry.
In summary:
The river pollution has been cleaned up and marine stock rejuvenated;
The surrounding farmland has been cleaned up and farmers compensated;
We have commissioned the building of a new eco-environmental center in the local
wetlands estuary.
Please also find attached the independent environmental audit report issued by XYZ auditors
who were commissioned to assess whether the rectification work adequately addressed the
issues raised in your enquiry. Im delighted to say that the audit report was unmodified.
Your earliest consideration would be appreciated given the high number of local employees
and related business who rely on the successful operation of the manufacturing plant. I
therefore look forward to hearing from you and receiving permission to re-open the plant.
Thanks.
Yours faithfully,
<Signature>
Khalil Ahmed
Chief Executive Officer
Enclosures
- XYZ Environmental audit report
78
Answer
Q15
Our reference:
12345
79
Business communication
Q16
Our reference: 12345
CONSOLIDATED STEEL MILLS LIMITED
Consolidate Steel Mills Limited
E 43 Main Avenue
SITE
Karachi 34500
Chief Executive Officer
Zenith Property Developers Limited
K-48 Block -5
Gulberg
Lahore
17 August 20XX
Dear Sir/Madam,
Supply of steel products to Zenith
Firstly may I congratulate you on running such an outstanding business at Zenith. The Zenith
brand continues to be recognised in the construction industry for its high quality and timely
delivery across the whole spectrum of civil engineering projects.
Consolidated Steel Mills Limited is in the business of manufacturing and supplying high
quality steel products such as round and flat bars, girders and wires used for construction
purposes.
Having reviewed your construction portfolio which includes several impressive high-rise
building projects in Lahore and Islamabad we would like to become one of your key trusted
suppliers. The competitive strengths we can offer in collaborating with Zenith include:
Access to highly skilled craftsmen at the component design stage to ensure products
are manufactured exactly to Zeniths specification;
All products are fully guaranteed and subject to Japanese-style quality assurance
certification;
Competitive pricing and volume discounts whilst retaining flexibility and bespoke
specification
I have pleasure in attaching a collection of testimonials from a number of our key customers
as well as a product brochure describing our standard range. As mentioned we would
develop bespoke Zenith products so the brochure is meant as a reference document for now.
I look forward to hearing from you.
Yours faithfully,
<Signature>
Abdul Hafeez
Marketing Directors
Enclosures:
- Testimonials
- Product brochure
80
Answer
MEMORANDUM
TO:
FROM:
DATE:
February 5, 2008
SUBJECT:
INTRODUCTION
Reference your request for a report on the recent complaints about the
behavioral problems of Mr. Sultan Ahmed, the Customer Services
Manager of the I.I. Chundrigar Road Branch. The branch manager is a
senior employee of the bank and so far done his job in a very
professional manner. His performance has always been very
commendable up till now. This report contains all necessary details
regarding the issue.
FINDINGS
A survey of the Branch was conducted and various employees including
the Customer Services Manager were interviewed to investigate the
causes of the complaints. The activity revealed the following facts:
1. Workload
The Manager of the branch is up against tremendous loads of work.
Majority of the times he was found involved in many operational
activities mainly due to the lack of Human Resource in the said
branch.
2. Staff morale
Due to lack of training and inadequate reward structure, the staff
morale is very low. Majority of the staff in the branch is untrained and
unwilling to put effort in the work, thereby increasing the workload on
the Manager alone, who has to ultimately meet deadlines and targets.
3. Work environment
The work environment in the Branch is not a healthy one. This is also
one of the contributory factor towards low staff morale and sluggish
approach towards work. Air conditioners are not working, majority of
the PCs are out of order, the networking is not proper, and there is no
proper seating arrangement for the guests/customers in the branch
which creates a mess in the Branch environment.
81
Business communication
4. Increments
Another contributory factor towards disturbed attitude of the Customer
Services Manager is his unprocessed annual increments, which have
been accumulating for the past two years. There have been no
revisions in the perquisites and benefits for two years.
5. Employee turnover
For the past six months, the branch has had a high employee
turnover. An analysis of the Payroll has revealed that for the last six
months, seven employees have resigned and only three employees
have been hired against seven vacancies. This has consequently
increased the workload on the remaining staff and ultimately the
Manager who is accountable and responsible for all the operations.
CONCLUSION
The above-mentioned facts are clearly indicative of the causes of the
disturbed attitude of the Customer Services Manager. He although has
had a clean records but circumstances as these do affect the behavior
and productivity of employees. The situation calls for immediate action to
resolve complaints and reduce employee turnover including the Manager
himself.
RECOMMENDATIONS
Taking into account the above facts of the situation, the following
recommendations are immediately implemented as remedial measures to
avoid further aggravation of the situation:
1. The workload on the manager should be reduced by redesigning the
job descriptions, new hiring and proper training of staff. Furthermore
the Operational load should be delegated to the lower staff.
2. The staff should be motivated by providing proper trainings, revising
reward schemes and offering incentives, so that they take initiatives
and participate in decision-making.
3. The work environment of the branch should be improved; air
conditioners should be repaired and replaced if necessary, out of
order PCs should be replaced by new ones, networking problems be
rectified and proper seating arrangement be made for the
guests/customers visiting the branch.
4. The Customer Services managers withheld increments should be
processed along with the adjustments of arrears. Furthermore
perquisites and benefits should be revised according to the new
policy.
5. New hiring should be made and the vacant positions be filled with
quality and professional staff. New employee retention policies should
be implemented to reduce employee turnover.
82
Answer
SUMMARY
High employee turnover, unfilled vacancies, untrained and de-motivated
staff together with uncomfortable working conditions, unprocessed
increments and inadequate compensation policies are the causes behind
the disturbed attitude of the Customer Services Manager who is under
tremendous loads of work and responsibilities at his end. The above
problems be immediately catered with measures like; trainings, hiring,
improvements in work environments and reward policies and processing
of pending increments along with respective arrears. These measures will
help in improving the situation and consequently reduce the demotivating factors in the working environment of the branch. Apart from
maximizing revenues, employee retention policies should also be given
prime importance.
Q2
MEMORANDUM
TO:
FROM:
DATE:
SUBJECT:
Managing Director
XYZ, Manager Finance
July 31, 2008
Proposal for company funded qualification enhancement
program
I have been serving in the Finance Department for over ten years and
received three times the employee of the year award and promoted every
time in the promotion committee meeting. I would like to present a proposal
for Qualification Enhancement Program. As per changes in global business
environment, it is necessary to acquaint personnel with upgraded knowledge
and information.
PROJECT PROFILE
This Qualification Entrancement program will be for employees who have
served a minimum of two years with the company and are grade 3 and
above. The scheme will offer qualifications like; MBA, ACCA, CIMA or any
other qualification of two years program.
During the program, trainees will be attending evening classes, workshops,
seminars, and will be going for field trips to visit highly advanced and
sophisticated work environments.
The program will develop mainly accounting and finance skills in employees.
This will also enhance their skills in communication, information and
communication technologies, problem solving, decision-making, and stress
handling. The program will be conducted by some of the well-known and
renowned professors and professionals in the country.
RESEARCH STUDY
A research study conducted by Employers Federation of Pakistan shows
that companies employing qualified people always do better than companies
with less number of professionals. Professionals are better, as they make
fewer mistakes and use their professional skills to make decisions.
83
Business communication
STATEMENT OF QUALIFICATION
I have contacted many institutes to conduct this program and found ABC
Institute of Business Education the best. The institute has successfully
conducted this program for several organizations like; P&G, Unilever
Pakistan, and Dawlance Pakistan.
COST EVALUATION
Rs.
150,000
10,000
160,000
3,200,00
0
84
Answer
Q3
Title Page
(ii)
Letter of Transmittal
(iii)
Table of Contents
(iv)
Executive Summary
(v)
Introduction or Preamble
(vi)
(x)
Appendixes or Appendices
Q4
The Headings of important Topics of the Comprehensive Report should
include:
(i)
(ii)
Executive Summary
(iii)
(iv)
(v)
(vi)
(vii)
(viii)
(ix)
(x)
(xi)
(xii)
Appendices
85
Business communication
Q2
A portal
Q3
Electronic mail
Q4
Q5
ISP
86