Busine mmuinication _ _ 570 op eres Joa7 Specimen of Claim Letter ( pfpecimen of claiming full refund of ype purchase price is as Follows wr Naborupa Cloth Store 23, Panthapath, Dhaka-1000 January 12, 2014 ‘The Manager, i Rezwana Enterprice Wholesaler of clothes Sultanpur Bazar Satkhira Subject: Claiming full refund of the purchase price On January 10, 2014; we purchased 1000 meters suit cloths. The quality of y does not match with our requirement. As the use of low quality cloth will dama business goodwill, we have returned your shipment along with a request for cash refund TK 5 lakhs. : We believe that your company has deep concern for its customers. So, refur money within the next 12 days will be highly appreciated, Sincerely yours, Md. Salam Ahmed Purchase Manager Naborupa Cloth Store 10.38 Definition of Adjustment Letter form ‘An adjustment letter is a response to a written complaint. The objective is 0 jocument recording ™ reader that their complaint has been re on decisions were made and what actions have or will be taken it letter mis positive when it grants adjustment or accepts the adjustment or ¢ Generally, adjustment letter is a reply letter to the buyer's complaint or claim =, response 104 In broad sense, when seller or transportation authority writes letter 19 response complaint on claim letter of the buyer, it is known as adjustment letter seri a According to Business Dictionary, “An adjustment letter refers to ae 2 ins of the amount payable by the insurer to the insured, on a claim uM ived, It is also a legal d Adjustment Jisown the claim . policy”: ane rep Neri Marphy and Hildebrandt, “An adjustment letter is thesine? Communication eeerttter iar a“ ent Letter ot aimee aged SHiDMeit i as follows: 1 damaged shipment. 20, Jeter abou! le ‘Subject: Janvar Dear Mrs. Hughes. ur January 20, letter about damaged shipment you received ‘hroug ct received YO * . | have just tion and regret the inconvenience that it has caused you. Prom J am quite sure that your request for the $200 adjustment ad damage to the 2 computer processor will be granted. A certain amount of breakage of iy sort does unavoidably occur In cross-country shipping. I am sorry that it was yom company that had to suffer the delay. ; { must remind you to keep the damaged computer processor in the same condition } which you received them until one of our representatives can inspect them. Tha inspection should take place within 2 weeks. . Ifall is in order, as it sounds to be in your letter, you can expect the full reimburseme wor ie within 2 weeks after our representative’s inspection. T hope this unfortunate accident not keep you from having merchandise shipped by Red Fox Corporation in the future ig pped by K . Sincerely yours, David F. Morgan ~ Customer Relations Red Fox Corporation pays money back at a fa The threat prepares is SUCCES in ene SORClusion, Be Bul action: One should only thn a In should try and soe 10.34 Specimen of a Complaint Lette A well written ¢ en complaint letter about receivit ABC Company Ltd. Electron Plaza, Dhaka January 15,2014 This will ensure when one comes ow who one isda fone delegates the tae the Manager, Sales & Service Division XYZ Company, Ltd. Narayangong, Dhaka. Subject: Receiving damaged goods complaint letter Dear Sir, ee 3 For the past 8 years. have been purchasing and using your digital eamera S an ractice when writing : ) enable the individie! = to discuss any issues have been salisfied with the results. However, | recently received 8 imanufactured by your company. This.letter is to complain about the un received when I purchased the 8.1 MP ‘Saturn Digital Camera Hlocal branch upon the delivery of the product. I found that it was Tt It was missing the lens cap and the memory card slot in the digital Seratched even before | used it. I was expecting a higher le company, and I am disappointed with how things tumed out. ihe 8.1 MP ‘Saturn Digital Camera’ Model # S 562 for a full re fora new one since the product is still within its warranty period. have been using many of your products in the past without any Kontinue to have a good relationship with your company. 1 look fo ou with a resolution to this problem. Please contact me anytime at mage: camera is heavily your service fro s is why Lam returning J or a proper exchange iIways ensure the tone calm and calculated :n rather than using appropriate response F he/she does not us eciation of the issues nsure that one kee uments S s with the letter Sincerely Yours, Asif Ahmed, Sales Manager, ABC Co10.2, jvertisement Difference between Circular Letter & Ad! | @) lis appeal is universal ie. in macro oe | Tevet. A is limited “cor mpared 1 /(5) is scope is broailer than the circula ae eS of any circular lene] i Jower cost. effective me, ie a: See ns of ig | Oca gr pears | ntary close in a circular letter | and complimentary close in advertisement. oe auee re aatblimentary close in advertisement. Writer of such. letter give © ls charging amount is huge than the | eireutar eter tween the two, it is clear to us th ement are different from € above, differences are m at the purpose & each other. Despite of mainly found Letter and Business Circular Le usiness circular le tter between circular letter and by are as follows: ess Circular Letter | same | (1) A letter that circulates | information is known | letter. business related | ‘sage is known as circular letter as business circular | lual ) (2) Only business firms circul letter. te such | (4) Creation of confidence focus of such letter. pnceus of such letter. “ation of confidence isnot only the se, is the major6 Crmmet for a specific P bus nvineing and attrac es nsumer's confidence asing © fer’ heart afd tit emu the reader enhanc helps te ren ve goodwill of a busiest he of such letter such let diences N ulation noes and circular letier is an effective imber of people regarding £004 at, aid that a circular | arding g¢ the compa * informa n be si above points, it ean the ; x Targe number of people reg creating infegest among 1920 Specimen of a Circular Letter ; jroup of Industries 4 Vertex sJephant Road. Dhaka New Retail Grocery . Store at Elephant Road January 14; 2014 Dear Customers, ' Welcome to our store We have great pleasure to extend our cordial welcome to this new retail grocen _ the above address. We always try our best to reach our products to i fulfill this objective, we have been opening new branches throughout the We are pleased to inform you that a new branch will be opened very soc This new branch will offer some new collections to meet the official opening of our new store will take place on Monday, August |2, 2! We hope our new collections will meet your satisfaction. So, you are most wele store at the above mentioned address. K Yours cordially, (Signature) Monirul Islam, Marketing Managergg t a coo . i od Points ot ommetat L Pitterence GT main purpone wae to serve pure 1 Tofticial leter is written ® accepted s * oficial he person wi than ff [it may follow eect or indirect _ nth ns | 1t may be copied for various purposes._______} Enclosure is used here- of | First person or third person is ised in such a letter. Generally plural form is used. of salutation and the urea Demi -official S| itis compa ne person: such a jone. Tt always method. No copy is mad fol Here enclosure is rare to | use. Here, first person in used Use complimentary close personal relationship betw salutat of or hierarchical | relationship between the sender and the receiver. | Its appeal is universal even in the absence of the receiver Bot th the letters can meet the official and pers bove differences may clear the concept regarding the offic sender and the receiver. Its appeal receiver only onal purposes ¥¢— : | [ranma | | ; ; Figure 10.3 Different Styles Forma Hers the date of tier wring the rg te aay fom the lef margin before the fst pyage EP the the right mari et. H would be very ean ABH the con ABC Publications La 38 Bangla Bazar, 2%! py 2™ Floor Dhaka Phone ae a Date: 5" Jama | Md. Salam Hossain | Librarian || itlennium International College, Dhaka Subject: Confirmation of order for books Dear Sir, Your order dated 02.01.2015 for su ave taking necessary steps for supplying the + the Collect ne things. Fay Al, again needs plying books has just reached to us. \ ordered books within predetermined time Thank you for the order. Ex; ecting your best cooperation and success of you reanization. ‘Yours faithfull Ma. Rahim. Manage}mit punctuation 1s used here ‘Akhter Publication Pvt. | vt Lie 38, Bangla Bazar, Dhai . ceton Phone Bo E-mail: ees? 201; : x ; Mg. Salam Hossain ‘an Millennium International College. Dhaka eybject: Confirmation of order for books, Sir, Your order dated 02.01.2015 for su 3 S for supplying bi ing necessary steps for supplying the ites oe eae eee ee We within predetermined ti cou for th B for the order. Expecting your best cooperation and ion and success of your gins Pe TF Semi-block Style of Letter Writing Mn the hanging style, all parts of the letter can be arranged according style, Generally second and the subsequent lines of a start leaving one or two words from the first words of the first line. AnAkhter Publication Pvt. Ltd. 38, Bangla Bazar, Dhaka Pax... co Bemailicc Phone®....-.se:01+ Fax: Date: 9” January, 29). ‘Md. Salam Hossain Librarian, Millennium International College, Dhaka _ ‘Subject: Confirmation of order for books, ‘Dear Sir. Your order dated 02.01.2015 for supplying books has just reached to us, We 2 sen taking necessary steps for supplying the ordered books within predetermined tin 3 Au Thank you for the order. Expecting your best cooperation and success of you ‘organization. = Yours faithful Mé. Rahim Manager The above are the most commonly used styles of letter writing. Whatever style is used, the pe ne the rules should be followed. Especially in the writing’ of a busines a completely followed rules ang regulations of letter writing format of business letters. So, it is generally known that the success of business ordet getting British Style The heading is usually placed in the top right corner of the (sometimes centered) 19 October 2005 (day »-month-yea!) Usually placed directly (or | Bank line) thelow the he: letter Dear Mr/Ms. Smith, Dear Sir or Madam,) oN Chaptef=4 Major Med LOral Communicatio? fratogy of Mass Communication ve Look nts the creation and sending of y jymogeneoY through the media, The proces of mas pre mucience Follows of the communication process: Be erode 0f the: communi in important ways, th org) mode leation process is: 1 Pmodel of th is C odern field. It provides fir fi je mer ld. Hovis Tor the ae me 4 BERR process that could be treated as the common ground f- lism, thetori, lingulsties, and speech and hating science nica mines 5007 gef'cnannon-Weaver Mathematical model. 1949 The faces} ee sina concept: hi Figure 4.1 Shannon's model of communication pn's (1949) model of communication process Shannon's model, as shown in Figure, isthe process of communication down into cightaliscrete components: Information source: Presumably a person who creates a message. Message: The message which is both sent by the information source and r. by the destination. 3. Transmitter: Por Shannon's immediate “purpose, a telephone instrument that , ‘captures an audio signal, converts into an electronic signal, and amplifies it for transmission, through the telephone network. Transmission is readily generalized within Shannon's information theory to encompass a wide range of transmitters, The simplest transmission system associated with face-to-face communication has at least two layers of transmission. (The first, the motgh and body, create and modulate a signal. The second layer, which might include a channel, is built of the dir (Sound) and light (gesture) that enable the transmission of those signals from One person to another. i Signal: The signal which flows throveh @ channel. There may be multiple parallel signals, as is the case’ in face-to-face interaction where sound and gesture involve different signal systems that depend on different channels and ~transmission, Channel: The channel which is represented by the small unlal middle of the model. The most el used channels in electricity, radio waves, paper and post®! systems, modes of beled box in the nelude air, lightMe F internal written commun de y used medium: he oes Srmemorandont ; ation while, a letter is use fi 7 2 ae nal commun x of ep mn ; inter ithough they have similarity but us Bart Se through long line ee communication. i ture ure et Messages E communication verticl May suffer frotps that make them confused. So, fo, Jear and complete messaze to the ordinates for down 10. Using proper media: communicator should use effective, he dow to be he nformal channel con Proper chan be used to supplement the formal channel Is s the above mention intial for effectiyg elements, some other factors are alsc ation, dencentralisg ort downward communication like Providing necessary explanat 4 " (di ceiver to make downwarg 9 Communication sYeen aa METI EF ender and re communication effective, ct i ‘ ; r nd Downwar subje 2516 | Differences/Distinctions between | pward :) Communie: ation | / . : jor types of inter o Upward and downward communications fare the two major hens intemal Methods of communication. Both upward and downward communications are essentia : a: and 0. ytion fair flow of information, and for better functioning of the organisationa he ivities communica However, there are some basic differences between upward and dc communication. These are discussed below Points of | Downward Communication Upward Communication Difference a | ' he above | 01. Defiriition | Downward communication means Upward — communication Means ‘ | flows of information trom the | flows of information from the ween upward | | Superiors to the subordinates. Subordinates to the superiors information insupe tt applicable onment part ‘unication includes | Tt order, advices, and it is directive in Such comm! instructions. the like. So in mmunication, higher In this con takes initiative to authority communicate with subordinates. TL is used most frequently as ‘managers are to send direction orders, advice to employees fre Kt is an management. le or no possibility in ently. instruction type of ‘There is littl of distortion of message downward communication. because such communication is authoritarian. ‘The eontnanicntion regarding the me Gas environment. €0) and the like as es tah ~ of to om Porpose esse eriors. yicable \ eatly **” gemnoeratic is perf ticipative mpiaints ons mpi non-di includes su22s irective go, it nature, ce initiative 10 | ment. This like consultative manaBe igh — possibility of ge because intentionally There is distortion of mesa! subordinates = May distort it to get favour. It includes orders instructions, mplaints, It includes suggestions, con opinions ete advice, policies ete Methods used in downward communication include letters, bulletin, circulars, orders, in upward Methods - used communication include open-door policy, report, counselling, meeting, complaint box, suggestion system, telephone etc, grapevine etc. the above discussion we can sai en upward and downward communication, y that, although there are some basi both of them are important ic differences for free flow4\ 1 ; oe 6) ; Ih oe communietion rnin re apters1Jngroduction o Business em on NE oe : rss Shoe yxy owe of Communication Mi lel ee seer commen ny , ned, there ie the arrival oF" els m the organizational need, ther 1 ee astoadon Measuring Recording Chota nd ars have developed sere riniea 1 MED ieeed vlc e atm ig Bore of He are discussed below ee crete fo re ‘1, Aristotle's Mode: Aristotle renowned Greck PIO op cist. TE Meee commonicaton in his wring 300 yous Uefor, Oe ye peaks of of Ss isl regarded worthy inthe study of modern commen ‘ation process composed of 3 components a communi Sender {Gi Message and GiReceiver the sender sends any message to the receiver, Grodel. Here the response of the receiver is not focused e way communication model, The Aristotle's eommunication'm | ender/Speaker |_| Message |_f ReceiverListener | Figure 1.10 Aristotle’s Communication Model few Comb has provided a triangular nder and wn starts in the them: it is known as communicatio and therefore it jodel is shown below New Comb’s Communication Model: Ne tion model. He said that if any third party exists between se! “receiver. then the (third party) Would like to affect the communication The main Yheme of this model is that sender and receiver relies upon third party 10 "communicate instead of direct communication. Itis just as following: “communicat Figure |.11 New Comb’s Model W two parties among A, B & C wants to communicate by taking the help of another ‘then it needs harmony and confidence to each other, otherwise communication will pered. (Circular Model: Circular model indicates the two way communication because it tontains the feedback process, At first, the sender sends message to the receiver and Ihen receiver sends feedback to the sender. All the activities go under the cycle of ‘communication process.lar model of eommunicatio Messazte Receiver > Figure 1.12 Circular Model 4. Lasswell’s Model: Harold Lasswell, a political _ scientist, developed 4 communication model combining the main elements of communication. Hi model has been widely discussed since 1940s. He expressed the model as, “ in which channel, to whom, with what effect”. communication consists of four parts who, mentioned three of these four parts sender ( ‘who says, what, That means, Lasswell’s model of what channel and whom. Aristotle" who), message (what) and receiver channel. Most modern day theorists Whom Ms (Receiver) mH Fig 1.13 Las: : eas igure 1.13 Lasswell's Model and W; Claude Shannon and aa Model: American applied mathematician | Stay ation in 1949 white ww a oe RPE mathematical adel ag . Laer this mode) vette Teleph ‘Unite r as bea Phone Laboratories in the United eaver’s model is wir, ted nN 8S “informati Shee : lek E informatio) . Studies has grown, Shannon ee a8 the route from which —e i Ser mode og ith Communication 8 Atthtration © followin,crater rurouueion wo Business £ to signals pted for om the signal avo encodes the 5 a ans A aranstn ry which signals 9 et po decenes the mess we gestination. where the message es Received al ignal_-__ Message_— — a a Channel seeometen [af Transniter 4 ¢ hannet [4 Receiver ial Destination | sour es [S| ure 1.14 Shannon and Weaver Model ex's Organizational Model: Thayer stated the influenes ‘onal structure. In this regard, he identified four aspect ‘sender and receiver which are fe .¢ of individual on the is which affect 6 Th hole organizatic fhe communication process between / Hp Individual > — Aspects Creation jiy Interpersonal | ii) Organizational * | ip) Technical Ren Environmental need] |___, /organizational \———* Social need 4 Interpersonal Psychological need + Physiological need. * Individual Figure 1.15 Thayer's Model Schramm’s Model: Wilbur Schramm a well known communication theorist eveloped a straight forward communications model in his book “The Process and Prccte of Mass Communication”. In the model, Schramm shown as Aristotle did, Hier communication always requires three elements: the source, the message and the destination, Ideally, the source encodes a message and transmits it to its destinalton Wis some channels, where the message is received and decoded, Schramm’s model is as follows: rer Destination Figure 1.16 Schramm’s Modelion of Communication Process tunication process consists of some interrelated steps or parts through’ messages are sent from sender to receiver. It is a dynamic, ongoing, ever changing continuous process, The process of communication begins when the sender wants transmit a fact, idea, opinion or other information to the receiver and ends with recei feedback to the sender. The important components ‘of communication process are receiver, message, channel and feedback. Harold D. Las Swell fries to find out the of communication: (i) Who says? (Sender) (ii) Whatis said? (Message, idea, information) (iii) Which way? (Media or channel) (iv) — To whom? (Receiver or listener) () With what effect? (Response or feedback) Ne icssage Message Message a Encoding ff channets Lf Decoai answers to the following questions as the Feedba re 1.1 Communication Process Along with the above, different authors have tried to define the communication Onnhaes Some of them are shown belownication — Business Comm! = ender PFepar mote iver tHrOUEh ay ation Model: This is the 1 * irom Dea te coved pment in commu ‘ + important features’ He " Sade unieation pre aprepriate medium, When receiver reacts a atters. ye to th rerformed nding some more important iv 4 Such model is shown below: Medium Perception Planning J¥] Eneodin Feedback 1 Caan et which are also ver re are other communication mi Better: SH v9 mi ee Rily's model, Brlo's SM-CR Model, Contemporary, Transaction Be Aigeteencaro, Transactional mode, Interactonal emer aoe eteosThcss. models ace very significant fing of communication process for the organization in an effective mafinet 1.35 Which Communication Model is More Appropriate? Among the different models, the modern communication the up-to-date need for the effective communicatio: communication model is considered as a more a reasons behind this, which are discussed below: Which Communication Model is Wa I Proper decision making [3. Inclusive process | 5. Effectiveness of 2. Feedback, - 4. Quick understanding | communication 1. Proper decision making: The effective decision making is one of the impo aspects of tommunication, For the effective decision making, the need of con and complete information is badly needed. The mode! ; nature of communication 2. Feedback: Feedback is the Without feedback, communi model is developed according n, in this regard, the modem ippropriate model. There are some reliab ele ion depends upon the most desired outcome of the effective cation would be ineffective as well as incomplete. Mos munication, feed or the response of receiver is | communicationInd luction to Business Communication Whar is Climate? Bete weather conditions prevaiting in an area in ge etal oF over a long period, ity is concise and exact use of words in writing or speech, OF circumstance that puts a com pany in a Me entire world viewed as a large market, tis Miscommunication 2, iscommunication is failure to communicate adequately.161 * Busine © Non-verbal MmMunication “Tt b * Written communication * Telegraph © Vertical communication ® Internat communication © Visual Communic ation * Mass communic ation Terms Discussed in this Chapter is Verbal Communication? When information is exchanged between the parties through words, it Hed gommunication. : : — Non- erbal Communicati Communication without using words is called non-verbal communication iat is Written Communicati When message is exchanged between or s among persons in a written form, it d written communication. jat is Oral Communication? When message is exchan ged between the parti ication. orally, it is called oral iat is Vertical Communication? When information’ flows from uj ipward to downward or from downward to upward led vertical communication. at is Downward Communication? Downward communication occurs when information flows from superiors to it is Upward Communication? Upward communication occurs when information flows from subordinates to ors. it is Horizontal Communication? hen information flows among persons holding the same position or rank for the ion. it is called horizontal communication hat is Formal Communication?, Candi oui jm) tion é Intervie, f : * Intery fe foeer h $ Meeting ®t | -yerthatialadarnsa 0 + Le S Wow ee co « speaker * Effective Mf - See WORDS = ser + Met agen rr 2 - iat is Meeting? IA eeting is « pxtneri ed in this Chapter £5. What is Phitosopny> Key Terms Discuss hat Aas: Philosoph is the stud Oe information, ideas, ang B especially when con Whaat is Soci Contract? An actual or hypothetca roach? : What is Solidarity 20 Whats App ofl : . came near oF nearer to something OF some gy sy ty oro a €Ommon interest: munst What is Brevity? is Speech? Speech is the act of words, What is Success? Speakin What is Committee Brevity i concise and exact use of words in Writing or speech, “Ars: Commie: Individual or a group, appointed by an agency, auas ‘o whom a mater is referred, or is committed for attention, is, oF resolution Success is the favorable o lishment of one’s goals is Suppiy> What is Competition? Ans: The activity or condition of str ivine to gain or win something i hing superiority over other What is Dialogue? The quantity of a product th is Listening? ing is the process of a is Active listening? Distening ina way tat dem is Appreciative listen: “Comeration teen two or more People as a feature What is f Meetive? Ans: 58 Successs oti . What is tatu ie Production a sired or intended rst Attentive listening? : ng obviously and care is Biased listening? Listening through the filter o Course of action.Pie event ag profit, ses one pany {use complex Is that are used snd coordinated «land deciding het © organization so sina nachos f Achnowte that ey Ma ‘What is adjust sjusument leer is What sx business eter BP er which is writen to business organization for exchanging in is called busines eve iscireular eter? (Girl eters are usually writen by a company and 9 rales "What i collection letter? # Most ofthe businesses are done om eredit now fon ight tine ‘What i a complaint letter” Bie eter which is writen 1 bring concems about mist flown the responsibility for them is ealled a complaint eter. tis cover letter? {Gover letters usually accompany a package, report or other merchandi ib describe what is enclosed, why its being sent and what the rcipicnt st ifthere is any action that needs tobe taken. What isa formal letter? The leer that is writen based on the formal rules, ided by an organization, scaled formal letter. What isan informal leter? The leer which is writen hat san inquiry lett Ug leters ask question or elicit information from the recip tsa notice letter? Peeler that is sent to a person for informing any special t 4 recommendation letter? Prospective ery loyers often ask job applicants for letter iro k job applicants for leter of regulations and formalities Without maintaining rules and regulations is ea fetter no ‘ecommendation beforeeo ae hat is Ind }vIdUal interviews Most COMMON LYp6 OF inte Me” anvon r nt Is Informational interviews of this inter 18 Ie View is wet ny »YEr OF Particular job 4 pi i What is Screening om telephone intersneng — f phone interview isa very coat effective way to semen What is Small group on committee imersingy Bens is where you will be meeting with several decision makers wr molt brie What is Stress interview? (ening on the Bi)! is the process of placing the interviewee in. a stress situetion fe the respective reaction of the interviewee What is Structured or directive interview? Demon Mes anc csponsev ane eens MH eps What is Unstructured or nondirective interview? E Jn an unstructured interview that follows no established set dgment. It ‘w provides insights that cannot be gained in structured interv What is Meeting? A mccting is a gathering of two or more people where purpos What is Committee meeting? Commitice meeting is often called on certain issues f rd, What is Company meeting? ; ; j ¢ cor bodies like general manager, dire A meting which scaled by the eomporae dies like general mana es or aff TY of a company to discuss issues OF 4 pgony, i called Mb ©-4. Ft ae meeting, Statutory meeting, Direct sing ; ing the official formalities, rules and at is Formal meetin ses (0 The meeting which is arranged by ‘1 Im then it is called formal meeting,