BUSINESS CORRESPONDENCE Unit IV - NOTES.pptx

BUSINESS CORRESPONDENCE Unit IV.pptx

1. SRM INSTITUTE OF SCIENCE AND TECHNOLOGY RAMAPURAM- CHENNAI-89. STAFF NAME: Dr.S.Mani COURSE & SECTION: B.Com General – “I” COURSE NAME : BUSINESS CORRESPONDENCE COURSE CODE : UCM24M01T UNIT – IV

2. Meaning: Most often, we use the word acknowledgement to describe the act of accepting or recognizing that something is true . In business communication, acknowledgement is the act of expressing appreciation or recognizing something or someone. It can be done in written or verbal form. This acknowledgement is usually given in the form of letters (formal letters) used by businesses or by individuals to confirm the receipt of documents or other items. Acknowledgement is a critical part of effective communication and can help to: Build trust Prevent misunderstandings Improve efficiency Foster a positive work environment Be sincere and specific to the point . DRAFTING LETTER FOR ENQUIRES AND LISTENING

3. An acknowledgement should include the following: People List the names of people who helped you, including those who provided direct or indirect support. Include the full names, titles, and roles of professional contacts. Order Start with the most important people, such as your supervisor, advisors, and faculty members. Then, acknowledge funding bodies, intellectual contributors, and personal support networks. Explanation Briefly explain how each person's support helped you. Professionalism Write in a professional, first-person tone. Keep it simple and avoid using high-sounding words and use professional language. Formatting Format the acknowledgement section similarly to the rest of your project, including margins, headers, and spacing . Ethics If required by a journal, include ethics declarations for human or animal research, conflicts of interest, and other relevant issues. Funding Mention the funding bodies and agencies and what they have contributed or funded for the completion of your project Responsibility Take responsibility for your work and declare that the content is your own . Specimen of Acknowledgement

4. Meaning : Generally, means an act of asking questions to gain or acquire information. n business communication, an enquiry is a formal request for information from a company or organization. enquiries can be made by individuals or potential business partners to learn more about a company's products, services, or policies. They can be sent as an email or a formal business letter Some reasons why enquiry might be made: To request references or recommendations To gather specific information To obtain information about a product or service for a report ENQUIRES

5. Meaning : Whenever you say something in response to someone, you reply. Or to respond in words or writing or do something as an answer to somebody/something is also a reply. In business a reply should provide all the answers to the questions in the enquiry letter. It should even answer implied questions and unasked questions. The tone should be cheerful and the information complete. Details of dates, price, quality and quantity etc., should be exact and correct. REPLIES

6. Any letter of enquiry to an organization should be responded to / replied promptly. A prompt reply is the basic etiquette that an organization should follow. The most common business letter is buyer's enquiries of goods and services and sellers ' replies giving information and quotation. While replying to enquiries, one must tell the potential customer what he wants to know and something more. In business communication, replies to Enquiries can include: Acknowledging the request : Thank the sender for their message and confirm that you received it Providing information : If the request is for information, provide the requested information or clarification Confirming action : If the request is for action, confirm that the action has been taken or will be taken Explaining your response : If you are denying the request, explain why Making suggestions : If appropriate, make suggestions or recommendations Apologize or reject : If you are unable to provide the information or cannot accept the proposal, you can explain why Closing politely : End with a polite closing statement that expresses appreciation and encourages further communication Replies to enquiry

7. Meaning : In simple terms it means to use your position of authority to tell somebody to do something or to say that something must happen. In business, an order is a formal request for goods or services that starts the process of fulfilment and delivery. Orders can be verbal or written, and they can be made by either the buyer or the seller which includes the purchase order, sales order and work order. When a buyer's purchase order and a seller's sales order match, the orders become a contract between the two parties. This order can also be meant as a stated intention, either spoken or written, to engage in a commercial transaction for specific products or services. ORDER

8. Meaning : Communication takes place only when the receiver listens to the information conveyed. Listening plays a significant role in the interactive process of business transactions. Listening is distinct from hearing. Hearing is just a physical process of sound waves hitting the ear drums. But listening is intimately connected with the brain. It draws attention to the subject matter and tries to make sense of what the speaker is taking about. To listen, we need to make a conscious effort to understand speaker’s message and respond thoughtfully not to just hear what people are saying but to take it in, digest it and understand Hence, hearing is through the ears and listening is through the mind. Listening in business communication is the ability to understand and engage with what someone is saying, including their thoughts and feelings. It's a crucial skill for building strong relationships, effective communication, and problem-solving. LISTENING

9. Listening is an essential skill in business communication because it helps to: Improve communication Effective listening helps to ensure that messages are understood correctly, which can lead to clear and efficient communication. Build relationships Listening can help to build trust and respect among colleagues, which can be especially important in diverse work environments. Enhance learning Listening to feedback from peers, mentors, and customers can help employees to identify areas for improvement and promote personal and professional growth. Resolve conflict Listening is a key component in problem-solving and avoiding misunderstandings, which can lead to costly errors and missed opportunities. Improve productivity When employees feel heard, they are more likely to be productive. Improve perception When employees and customers feel heard and understood, they are more likely to have a positive perception of the business. Strengthen relationships with suppliers and vendors Good listening skills can help to strengthen relationships with suppliers and vendors, which can benefit the business. Ease concerns about new technologies Listening to employees can help to ease concerns about new technologies and make it easier to implement them. Importance of Listening

10. Active listening A type of full body listening that demonstrates interest in what someone is saying. It can help build trust and rapport, and improve customer relations. It can help you avoid misunderstandings, build stronger relationships, and resolve conflicts more easily. Fake or Passive Listening Fake or passive listening is only hearing the message delivered by the speaker without taking the message into the mind for memory. This behaviour indicates that people are more focused on their own thoughts or opinions than they are on paying attention to others. Critical listening A type of analytical listening that helps analyse complex information and solve problems. It can help sort through options and choose a path forward. It's a skill that involves critical thinking, analysis, and judgment Empathetic listening A type of full body listening that involves putting yourself in the speaker's situation. It can help improve mutual trust and understanding. t's also called active listening. the practice of being attentive and responsive to others' input during conversation. Informational listening Informational listening is the act of listening to understand and gain knowledge from information. It's a passive form of listening, where the listener doesn't judge or evaluate the message. Reflective listening This is a communication technique that involves actively listening to what someone is saying and then reflecting back what you understood to confirm that you understand correctly. It involves paying respectful attention to the content and feeling expressed in another persons' communication . Types of listening

11. Selective Listening The listener chooses to listen to what needs to be stored in memory and ignores the rest of what is heard . it involves consciously or unconsciously choosing to listen to what is relevant to you and ignore what isn't. It is a skill that anyone can develop and improve. Comprehensive listening This is the process of fully understanding a message by focusing on the words, tone, emotions, and body language of the speaker. An overall category that covers most other forms of listening. It also involves using verbal cues to understand what messages are being communicated. Relationship Listening Listeners like counsellors , mentors and medical doctors listen to the other person to understand them completely. this is a style of listening that involves focusing on what a partner is saying and how it makes them feel in order to support them and maintain the relationship. Appreciative Listening Listening to music for enjoyment, listening to speakers because one likes the speaker’s style, listening to a favourite show on the Radio, Television or a Film are examples of appreciative Listening.   Types of listening

12. Barriers to listening are anything that makes it difficult to understand, recognize, or accurately interpret a message. These barriers can be internal or external, and can include Prejudice When you prejudge someone based on their ideas or identity, you might stop listening actively and ethically. The absence of seriousness on the part of the listener because of his prejudice forms a listening barrier. Internal distractions When you're preoccupied with your own thoughts, concerns, or anxieties, you might miss important details or misinterpret the speaker's message. psychological and emotional noise that can come from your own thoughts, feelings, or biases. They can make it difficult to concentrate on what someone is saying, and can prevent you from empathizing with them. Interrupting Interrupting can break the flow of conversation and make it harder for everyone to understand. An interruption in listening occurs when a listener breaks in while the speaker is talking. This can be a barrier to active listening and can make the speaker feel disrespected or angry. Bad messages Poorly structured messages, messages that are too vague, too jargon filled, or too simple can make it difficult to listen. Use of jargons or too much simplification of ideas may come in the way of effective listening. Lack of listening preparation Many people don’t receive any formal training or instruction related to listening. Although some people think listening skills just develop over time, competent listening is difficult, and enhancing listening skills takes concerted effort. Lack of preparation to listen can lead to missing important information . Barriers to listening

13. Aggressive Listening When you pay attention to a speaker in order to attack something to say. is a poor listening practice where someone pays attention to a speaker in order to attack their ideas, personality, or other characteristics. It is also known as listening in order to collect information to use against the speaker.   Information Overload Information overload is a state of being overwhelmed by the amount of information available, making it difficult to understand an issue or make decisions. It can happen in many situations, such as when listening to a presentation, taking notes at a meeting, or having a conversation.   Speed of Speed The speed at which someone speaks, can affect how well a listener understands and retains information. The pace at which information is delivered can greatly affect the listener's ability to process and comprehend that information. If the speech is too fast, students may have difficulty keeping up and miss important points.   Lack of interest Lack of interest in listening can be a barrier to effective communication. People may not have the desire or patience to listen to what others have to say. can result from various psychological or physical situations including visual, stress, or personal bias.   Shifting focus listeners may shift their focus from the words to the speaker's actions or appearance. Shifting focus is a technique that involves redirecting attention from a topic that is causing distress to a more positive, relevant, or engaging topic. Barriers to listening

14. Be present : Eliminate distractions, such as your phone or laptop, and find a quiet place to focus and be present minded a carefully listen to the message delivered. Practice active listening : Give your full attention to the speaker, and try to understand their perspective. this can be followed by giving full attention Avoid judging : Try to keep an open mind and not let preconceptions or personal biases cloud your understanding. Avoid planning your response : Don't start planning what you'll say next. Use verbal and non-verbal cues : Nod, use expressions that show interest, and give verbal affirmations. Paraphrase and summarize : Repeat back what the speaker said in your own words to confirm your understanding. Ask questions : Ask open-ended questions to deepen your understanding. Consider your physical state : Your physical state can affect your ability to listen effectively. Treat listening as a learning opportunity : Try to relate the topic at hand to your own interests. Ways to Overcome Barriers to Listening

15.   1.What is acknowledgement? Acknowledgment refers to the act of formally recognizing or confirming the receipt of something, such as a document, payment, request, or communication. It is a way to inform the sender that their item or message has been received and is being processed or addressed. Acknowledgment is essential in professional and business settings as it ensures transparency, maintains trust, and fosters clear communication between parties 2. What is an order? An order refers to a directive or instruction issued by one person or authority to another, typically in a formal or structured setting. It is a form of downward communication often used in workplaces, military, or hierarchical organizations where one party (usually a superior) directs another party (usually a subordinate) to perform a specific task or follow certain guidelines. 3 State the term enquiry An enquiry refers to a formal request for information or clarification about a particular subject, product, service, or issue. It is a way to seek knowledge or details to make informed decisions, solve problems, or gain a deeper understanding. 4.What do you meant by listening? Listening is the process of actively focusing on and understanding the sounds, words, or messages being communicated. It involves more than just hearing, which is the passive perception of sound; listening requires attention, interpretation, and often response. 5.List any two types of listening 1.active listening 2. passive listening POSSIBLE QUESTIONS

16.   6.State any two barriers of Listening 1.Distractions 2. Prejudgment 7. How do you show the speaker that you are actively listening during a conversation? 1.Maintain Eye Contact 2. Verbal Acknowledgments 3. Minimize Distractions 8. What techniques do you use to stay focused during long or complex conversations? 1.proactive listening 2. Take Notes 3. Break Down the Information 9. What is empathetic Listening? Paying attention to the emotions and feelings of the speaker, showing care and understanding. 10. How do you ensure that your reply is clear and precise, especially in complex conversations? 1 . Stay Focused on the Key Points 2. Organize the Thoughts3. Use Visual Aids POSSIBLE QUESTIONS

17. 11 . Explain the Role of Enquiries in Business Communication? Enquiries play a crucial role in business communication as they serve as the initial step in gathering information, clarifying doubts, and establishing professional relationships. They are formal requests for information, often made by businesses to suppliers, potential partners, or service providers. By sending enquiries, organizations can obtain critical details about products, services, pricing, and delivery terms, enabling informed decision-making. Additionally, enquiries help in fostering clear communication between parties, ensuring that both sides are on the same page before proceeding with transactions. They also facilitate market research, providing valuable insights into competitors’ offerings, allowing businesses to stay competitive. Furthermore, well-crafted enquiries demonstrate professionalism and attention to detail, helping to build trust and credibility. Ultimately, enquiries not only support day-to-day operations but also play a key role in establishing long-term business relationships, ensuring customer satisfaction, and enabling successful negotiation. POSSIBLE QUESTIONS

18. 12 . Give me a specimen of a reply to an enquiry and an order. 13.Explain the role and importance of listening in communication Listening plays a vital role in effective communication, serving as the foundation for understanding and connection between individuals. It goes beyond hearing words; it involves actively focusing on the speaker, comprehending their message, and responding thoughtfully. Listening fosters clarity by reducing misunderstandings, allowing for accurate interpretation of information. In both personal and professional contexts, effective listening builds trust, strengthens relationships, and promotes empathy. It ensures that both parties are on the same page, facilitating smoother conversations, problem-solving, and decision-making. Moreover, listening helps individuals gather essential information, resolve conflicts, and enhance collaboration. In short, listening is integral to successful communication as it enables meaningful exchanges and supports mutual understanding.   POSSIBLE QUESTIONS

19. 14.Discuss the main barriers in Listening? There are several key barriers to effective listening that can hinder communication and understanding. One major barrier is physical distractions , such as background noise, uncomfortable environments, or technical issues that make it difficult to focus on the speaker. Emotional barriers also play a significant role, as strong emotions like anger, frustration, or anxiety can cloud judgment and prevent active listening. Another barrier is cognitive biases , where listeners may filter information based on their own beliefs, preconceptions, or past experiences, leading to misinterpretations or selective listening. Language and cultural differences can also create challenges, as unfamiliar terms or varying communication styles may cause confusion. Additionally, lack of interest or motivation can result in passive listening, where the listener is physically present but mentally disengaged. Overcoming these barriers requires conscious effort, such as creating a conducive environment for listening, managing emotions, and actively engaging with the speaker.   POSSIBLE QUESTIONS

20. 15.Explain the major ways to overcome listening barrier? To overcome listening barriers, individuals can adopt several strategies that enhance their ability to focus and comprehend messages effectively. First, creating a distraction-free environment is essential; minimizing background noise and ensuring physical comfort can significantly improve concentration. Active listening is another powerful technique, where the listener consciously engages with the speaker by maintaining eye contact, nodding, and giving feedback to show understanding. To address emotional barriers , it's important to manage one's emotions before and during a conversation, ensuring that feelings like anger or stress do not cloud judgment. Additionally, listeners can work on empathy and open-mindedness to counteract cognitive biases, allowing them to listen without judgment or preconceived notions. Clarifying and asking questions also helps overcome misunderstandings, especially when dealing with unfamiliar topics or language differences. Finally, practicing patience and mindfulness allows listeners to stay present and avoid distractions, ensuring full attention is given to the speaker. These strategies, when consistently applied, can greatly improve listening skills and promote effective communication.   POSSIBLE QUESTIONS