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Name :

Roll No :

Learning Centre :

Subject : BUSINESS COMMUNICATION

Assignment No : TWO

Date of Submission

at the learning centre:

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1. You are the Marketing Manager of a consumer durables company,

manufacturing washing machines. Write a routine adjustment letter to a customer in

response to his routine claim letter requesting replacement of a defective product .

Ans:

Dear Mrs. Angel,

I have just received your March 24 letter about the damaged shipment you received

through Green Tree Freight and regret the inconvenience that it has caused you.

From your account of the problem, I am quite sure that your request for the Rs. 8000/-

adjustment on the damage to the washing machine will be granted. A certain amount of

breakage of this sort does unavoidably occur in cross-country shipping; I am sorry that itwas your company that had to be the one to suffer the delay.

I must remind you to keep the damaged washing machine in the same condition in which

you received them until one of our representatives can inspect them. That inspection should

take place within 2 weeks.

If all is in order, as it sounds to be in your letter, you can expect the full reimbursement

within 2 weeks after our representative's inspection. I hope this unfortunate accident willkeep you from having merchandise shipped by Green Tree Freight in the future.

Sincerely,

Sincerely,

Marketing Manager.

Whirlpool Pvt. Ltd.

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2. Write a one page press release, highlighting the launch of an innovative new

product by your organization.

Ans :

FOR IMMEDIATE RELEASE

Contact : ABC

NEWS RELEASE

ARCHIE`S GIFT GALLERY

COMING TO COLABA MUMBAI

Mumbai, March 2011. A Delhi based retail chain that specializes in greeting cards, music,

stationery and gift items, plans to enter Mumbai this summer, with one of its biggest store in

Colaba, Mumbai.

Mr. Shankar Sharma, owner and president of Archie`s Gift Gallery, announced today he is

looking for more potential franchisees across the India. What we have done is to take

three businesses that are traditionally found in separate store settings and to combine them

under one roof, says Sharma. He is of the opinion that the stores will attract heavy traffic,

since customers find one-stop shopping very convenient and Archie`s is a well known

name.

Archie`s specializes in 1) Greeting cards for all occasions and festivals; 2) Music audio

cassettes and CDs of all types of music, including Indian and Western classical, rock, popand jazz; 3) Gift items such as curios, wall hangings, teddy bears and flowers. Mr. Shankar

, now 45, opened the first store in Delhi at the age of 30. He began franchising two years

later. Today, Archie`s gallery has 20 stores and 40 more are under development, through

master franchise arrangements in North India.

What makes these stores so successful? Their unique range of products, special

ambience, high profit margins, low overheads and focus on customer service have all

contributed to the growth and popularity of the chain, according to Sharma .

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While some local stores may have a few similar products, no other national chain can

match us for the sheer breadth of merchandise and quality of service, claims Sharma.

#########

3. List and briefly explain ten guidelines for writing effective business reports.

Ans: A business report may be defined as an orderly and objective presentation of

information that helps in decision making and problem solving. It may be in oral or written

form. The key words in the above definition are orderly, objective, information,

decision making and problem solving. Orderly means that a report flows in a logical

sequence, for example, from a definition of the problem, to analysis, to recommendation of

solutions. Objective means that a report is written avoiding use of the first person, so as to

avoid bias. The passive voice is used rather than the active voice, so as to give less

importance to the doer of the action.

Following are the ten guidelines that are to be kept in mind while making a business

report:-

1) Understanding of Requirements Confirm that you have addressed all the business

requirements as listed in the RFP and the supporting documents. This ensures that

you're bid is not disqualified as it must meet any requirements before it can be

assessed.

2) Industry Knowledge Demonstrate your awareness of the business sector and

prove this with relevant case studies and white papers that illustrate your knowledge

and where you can add value.

3) Reference Projects Give examples of other projects of a similar nature with details

of the cost value, project timescales and the key technologies used in the projects.

This gives the client more confidence that you have expertise in the areas they

wanted addressed.

4) Strategic Fit Explain how the different methodologies align with the clients

procedures, strategy plan, and vision statement.

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5) Technical Requirements Show that you understand their technical requirements by

addressing and responding to each requirement with examples of how this will be

realized. Make sure to avoid clichs and answer each point so there is no ambiguity

in your response.

6) Confirmation Make sure that you agree to accept their procedures, practices and

the Terms and Conditions of the contract should you be awarded it.

7) Proposed Solution Show how the system you propose to develop will work by

providing business scenarios and process maps. These help the reader see how

the solution will work as it enhances the text description.

8) Screen Mockups Provide mockups of the main screens and/or sections of the

system with screenshots and wireframes. This helps the reader understand how the

system will work by seeing a visual representation.

9) Cross-reference Make sure you cross-reference all requirements against the RFP

and to the site map if you use mockups and other visuals.

10) Warranty Period Another way to make the buyer feel more comfortable is to offer a

warranty period. This means that if any issues arise with the product, solution or

service, you agree to fix them within this time period.

4. You have just completed your MBA from SMU. Write a job application letter in

response to an appointment advertisement for a position in your area of

specialization, addressed to the HR Manager of the organization.

ABC

Date: 24/02/2011

Usha.S

Real Estate Bank India(REBI)pvt ltd,

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Dear Sir/ Madam,

REBI enjoys the reputation of being one of the most sought after employers in India.After the company has revealed its expansion plans in southern India to cater to its growingclientele, I expect you will need technically skilled employees to manage and lead the R&Dteam.

My skills include:

1) MBA from Sikkim Manipal University2) Creating website using GRAILS technology.

2) Managing the database of the company through MYSQL or RDBMS.

3) Additional technologies include JAVA , HTML , PHP.

4) Have undergone training in hardware repair and assembly.

5) Have worked at core level by way of handling client mails, phone calls, resolving

issues with respect to technical problems, etc., and have good communications skills.

I have attached my detailed CV with this cover letter, for your reference. It would be

my pleasure to discuss the details in a personal meeting with you. Perhaps I may call you

next week to seek an appointment.

Thank you,

ABC

RESUME

Amit Kumar

Objective:

Intend to build a career with leading corporate of hi-tech environment with committed

& dedicated people, which will help me to explore myself fully and realize my potential. I am

willing to work as a key player in challenging & creative environment.

Education:

MBA from Sikkim Manipal University

B.E: Passed in first class from Vemana Institute of Technology College in 2010.

PUC: Passed in second class from St. Joseph's College in 2006.

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SSLC Passed in Distinction from Cauvery High School in 2004.

SOFTWARE SKILLS:

Operating Systems: MS-DOS, Windows 9X/2000/XP

Packages: MS Office (Word, Excel and PowerPoint)

Languages: C, C++, Java, HTML, XML, JavaScript Additional Technologies: Groovy on Rails (grails), My SQL

PERSONAL DETAILS:

Fathers Name : Sri Rattan Chand

Mothers Name : D Devi

Date of Birth : 22nd August 1979.

Gender : Male

Nationality : Indian

Marital Status : Married

Languages known : English, Hindi

Declaration:

I consider myself familiar with client supporting skills and I am also confident of myability to work in a team.

I hereby declare that the information furnished above is true to the best of my

knowledge.

Date:

Place:

ABC

5. What is a case-based group discussion? What are some of the skills required

to participate in a case-based GD

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Ans : Case-based Group Discussion :- This type of GD is more structured and the

direction of the discussion is almost pre-determined by the identified problem. Unlike topic-

based GDs, these GDs essentially move towards a solution. They require less regulation

of the discussion by the moderator, since there is less scope for deviating from the topic,

compared to the topic-based GDs.

While discussing the case-based GDs, you will be required to assume the role of the

person in the case who needs to take a decision. In a topic-based GD, you present your

own views and opinions, without assuming the role of anybody else.

A case usually has a problem, which requires a solution or decision to be taken. Your

approach to taking the decision and your interaction with the other members of the group in

the process of taking the decision, will be evaluated by the moderator. Sometimes, the

moderator might ask you to write a summary of the case discussion at the end.

There are certain specific parameters on which the participants of a GD are

evaluated by the moderator and they are:

1. Content

2. Communication

3. Group Behavior

4. Leadership skills

1. Content: You will be tested for what you have to say about the topic. The moderator will

test how well-versed you are with the selected topic, the extent of your knowledge and your

general awareness. So content becomes an important aspect of the evaluation process. It

is very important for you to clearly display your understanding of all the issues related to the

topic.

In a GD, the group should gain from its interaction with you, because of what you

have to contribute. You should take every opportunity to exhibit your knowledge of the topic

in a GD. However, you should limit your ideas to the topic under discussion and not go

overboard, just to show that you are well read.

2. Communication: This refers to how you say something, which is as important as what

you say. There are three aspects to communication

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i) Convey what you want to say correctly Very often, the listener

interprets the message differently from what we intended to convey. This

suggests that we have not put across our ideas properly and correctly. One of

the skills required in a GD is to ensure that there are no such gaps during

communication and to convey the message clearly, so that it is understood in

the way in which it is intended.

ii) Listen This is as important in a GD as speaking. A GD does not mean

that you have to master the skills of speaking alone. It is as much about

listening to others ideas, as about telling them your ideas. You have to make

sure that you focus your attention on what other group members are saying,

instead of concentrating only on speaking.

iii) Pay attention to language Correct use of language is another importantaspect of communication. This does not mean using flowery language just to

impress. It means using words in the right context. A GD should not be a

forum to show off your language or vocabulary skills. Simple English should

be used, avoiding complex words and long winded sentences.

3. Group Behavior: This is the third parameter on which you are evaluated in a Group

Discussion. How each participant interacts with the other members of the group is very

important. Even in a real life situation in an organization, all interaction is between

superiors, peers and subordinates. You should listen to and understand the views

expressed by the other group members, integrate them with your ideas and help arrive at a

consensus in the discussion. There is also a certain etiquette, or code of conduct to be

observed during a GD. Shouting or interrupting to gain attention, or making rude remarks

about others contributions are to be avoided and will only disqualify your chances of

success.

4. Leadership Skills: Participants with leadership skills will be easily noticed. Leadership

means showing direction to the group. It means displaying your knowledge, communicating

effectively and behaving maturely with your group members. What is required of you is an

objective and balanced approach. You have to keep in mind that you are not participating in

the GD to make any policy decisions, or to convince all your fellow group members that

your point of view is the only one that they should follow.

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6. Write your resume with a specific career objective, including all the other

standard components.

RESUME

Amit Kumar

Objective:

Intend to build a career with leading corporate of hi-tech environment with committed

& dedicated people, which will help me to explore myself fully and realize my potential. I am

willing to work as a key player in challenging & creative environment.

Education:

MBA from Sikkim Manipal University

B.E: Passed in first class from Vemana Institute of Technology College in 2010.

PUC: Passed in second class from St. Joseph's College in 2006.

SSLC Passed in Distinction from Cauvery High School in 2004.

SOFTWARE SKILLS:

Operating Systems: MS-DOS, Windows 9X/2000/XP

Packages: MS Office (Word, Excel and PowerPoint)

Languages: C, C++, Java, HTML, XML, JavaScript

Additional Technologies: Groovy on Rails (grails), My SQL

PERSONAL DETAILS:

Fathers Name : Sri Rattan Chand

Mothers Name : D Devi

Date of Birth : 22nd August 1979.

Gender : Male

Nationality : Indian

Marital Status : Married

Languages known : English, Hindi

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Declaration:

I consider myself familiar with client supporting skills and I am also confident of my

ability to work in a team.

I hereby declare that the information furnished above is true to the best of my

knowledge.

Date:

Place:

Amit Kumar

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