CORPORATE COMMUNICATION.pdf

Communication is the lifeline of any corporate.Proper utilization of communication tools help in running a flawless organisation

1. CORPORATE COMMUNICATION

2. What is Communication?
Dr.A.Karthikeyan, MBA., Ph.D

3. CeesvanRielandCharlesFombrun(2006)define:“Thetermcorporate
communicationcanbedefinedasthesetofactivitiesinvolvedinmanaging
andorchestratingallinternalandexternalcommunicationaimedat
creatingfavourablestartingpointswithstakeholdersonwhomthe
companydepends.
CORPORATE
COMMUNICATION
Dr.A.Karthikeyan, MBA., Ph.D

4. The reality...
Dr.A.Karthikeyan, MBA., Ph.D

5. Potential influences
•Body Language/ Non-
Verbal Communication
•Language used
•Existing knowledge
•Assumptions
•Context
•Memory
•Attitudes
•Stress
•Clarity
•Culture
•Listening skills
•Writing skills
Dr.A.Karthikeyan, MBA., Ph.D

6. 8 ELEMENTS OF COMMUNICATION
•The process of communication refers to the show of information or
message from the sender done a selected channel to the receiver
overpowering barriers that affect its pace.
•Sender
•Message
•Encoding
•Channel
•Receiver
•Decoding
•Feedback
•Noise
Dr.A.Karthikeyan, MBA., Ph.D

7. COMMUNICATION PROCESS
Dr.A.Karthikeyan, MBA., Ph.D

8. TYPES OF COMMUNICATION
OrganisationalStructure
◦FormalCommunication
◦Informal Communication
Direction
◦DownwardCommunication
◦UpwardCommunication
◦Horizontal Communication
◦Diagonal Communication
Mode of Expression
◦Non-Verbal Communication
◦Verbal Communication
◦Oral Communication
◦WrittenCommunication
DR.A.KARTHIKEYAN, MBA., PH.D

9. TYPES OF COMMUNICATION -MODE OF
EXPRESSION
•Verbal Communication: Verbal communication refers to a type
of communication in which the message is communicated
verbally, through speaking and/or writing.
•It may be of two types of Verbal Communication:
1.Oral Communication
2.Written Communication
Dr.A.Karthikeyan, MBA., Ph.D

10. ADVANTAGES OF ORAL COMMUNICATION
•useful in providing good leadership
•It provides an opportunity to participate in all the
members in decision making
•It saves time and conveyed clearly
•It is more effective as body language can be
observed along with the hearing of the message
•Reaction can be received easily and quickly
Dr.A.Karthikeyan, MBA., Ph.D

11. DISADVANTAGES OF ORAL COMMUNICATION
•It requires the presence of both parties, i.e. sender
and receiver
•The major drawback of this type of communication
is lack of proof
•It is not suitable when the messages are lengthy
•It does not provide sufficient time for thinking before
conveying the message
•It involves a high cost if both parties are at distance
place
•The message can be distorted.
Dr.A.Karthikeyan, MBA., Ph.D

12. ADVANTAGES OF WRITTEN COMMUNICATION
•It provides a future reference
•It is accurate.
•It does not require the physical presence of both parties.
•It ensures transmission of information in a uniform manner
•It is useful to transmit complex information
•It usually removes conflicts and misunderstanding
•It facilitates to convey a message to a large number of
persons at the same time
•Written communication is acceptable as a legal
document.
Dr.A.Karthikeyan, MBA., Ph.D

13. DISADVANTAGES OF WRITTEN
COMMUNICATION
•It is a time and money consuming way of
communication
•It lacks secrecy because message passes through
various hands
•It is not useful in emergency circumstances
•It has no chance to alter the message ones
transmitted
•It is not possible to get immediate feedback
•It becomes unimpressive if drafted poorly
•It may be interpreted in the wrong manner
•It requires unnecessary formalities.
Dr.A.Karthikeyan, MBA., Ph.D

14. NONVERBAL COMMUNICATION
•It refers to the flow of information, through facial expressions,
tone of voice and other body movements.
•Some important of nonverbal communication are:
•Body Language: Posture, Gesture, Eye Contact, Silence etc.
•Proximity: Space (intimate space, public space), Time,
Surroundings etc.
•Para Language: Voice, Volume, Pause, Pitch, Proper stress etc
Dr.A.Karthikeyan, MBA., Ph.D

15. ADVANTAGES OF NON VERBAL
COMMUNICATION
•It is reliable source of information
•Message may be conveyed quickly
•It is an economic way of communications
•It creates better-understanding
Dr.A.Karthikeyan, MBA., Ph.D

16. DISADVANTAGES OF NON VERBAL
COMMUNICATION
•Expressions and gestures are seen by anyone so it
lacks secrecy.
•It creates misunderstanding due to non-
understanding of the gestures
•It requires the physical presence of both parties
•Long and detailed message cannot be conveyed
•The meaning of gesture changes according to time
and place, thus it is difficult to understand
universally
Dr.A.Karthikeyan, MBA., Ph.D

17. Dr.A.Karthikeyan, MBA., Ph.D

18. Dr.A.Karthikeyan, MBA., Ph.D

19. Dr.A.Karthikeyan, MBA., Ph.D

20. Dr.A.Karthikeyan, MBA., Ph.D

21. Dr.A.Karthikeyan, MBA., Ph.D

22. Dr.A.Karthikeyan, MBA., Ph.D

23. Dr.A.Karthikeyan, MBA., Ph.D

24. How to Overcome Barriers of
Communication
Fostering Good Relationships
Purposeful and well focused
communication
Coordination between superiors
and subordinates
Avoid technical language
Accuracy
Clarity in message
Communication of
organizational philosophy
Flat organizational structure
Division of Labour
Minimize Semantic Problems
Organization policies
Proper communication channels
Right feedback
DR.A.KARTHIKEYAN, MBA., PH.D

25. 
Oneminuteorlessextemporespeechthatiscarried
outwithoutanypreparationorimpromptu
performances.Knowwhattospeakbefore
deliveringspeech.Ponderoverthetopicforsome
timeandpreparetheflowofdelivery.
One minute presentation
Dr.A.Karthikeyan, MBA., Ph.D

26. Challenges of one minute presentation
1.Itisquitedifficulttospeakallpointsrelatedtoatopicof
speechinjustoneminute.
2.Inaquickrush,somepointsleftunspokeninspeech
whichmayleadtodeductioninmarks.
3.Inquickrush,thevoicebecomesunclearandtheentire
speechmaybemisunderstoodbythelisteners.
Dr.A.Karthikeyan, MBA., Ph.D

27. Tips for successful one minute
presentation:
1: Make it impressive
2: Stay focused
3: Use second-person
4: End with a call-to-action
5: Deliver your pitch with confidence
Dr.A.Karthikeyan, MBA., Ph.D

28. 
Meaning:Groupdiscussionmeanstheexchangeof
ideasbyparticipatedcandidatesonaspecificsubject
ortopic.Thewholeconceptistobringcollectivelya
unitofpeopleonacommonplatformtosharetheir
ideas.
Group Discussion
Dr.A.Karthikeyan, MBA., Ph.D

29. 
Types of Group Discussion
•Topic-Based Group Discussion
•Case-Based Group Discussion
Dr.A.Karthikeyan, MBA., Ph.D

30. There are several purposes for group discussions. Some of them
are listed below:
To reach a solution on an issue of concern.
To generate new ideas for solving a problem.
For choosing the applicants after the written test for a job or for
admission to educational institutes.
To train ourselves in various interpersonal skills.
Purpose of Group Discussion
Dr.A.Karthikeyan, MBA., Ph.D

31. Importance of Group Discussion in
Education and Learning
Enhance Critical Thinking
Help with Understanding
Improve Communication Skills
Improve Interest
Provide the Feedback
Dr.A.Karthikeyan, MBA., Ph.D

32. Suggestions
Wide Approach
Decision Making
Exchange of Ideas
Productive Activity
Importance of Group Discussion in Business
Dr.A.Karthikeyan, MBA., Ph.D

33. Speakpleasantlyandpolitelyinthegroup.
Respectandrecognizethecontributionofeverymember
andrepresentitwithanodorasmile.
Agreeandacknowledgewhateveryoufindinteresting.
Disagreepolitelybecauseitisadiscussionandnotan
argument.
Doamentalrevisionofwhatyouaregoingtosay.Thinkof
howyoucanbestanswerthequestionorcontributetothe
topic.
Sticktothethemeofdiscussionandnotgetengagedin
otherirrelevantdiscussions.
Followetiquetteswhilespeaking.
Beconfident.
Do’s of Group Discussion
Dr.A.Karthikeyan, MBA., Ph.D

34. Don’tloseyourtemper.Itisagroupdiscussion,notan
argument.
Don’tspeakloudlyoraggressively.Alwaysuseamoderate
toneandamediumpitch.
Don’tdogestureslikefingerpointingandtablethumping.
Thiscanappearaggressive,solimityourbodygestures.
Don’tdominatethediscussion.Asconfidentspeakersshould
allowthequieter,achancetospeakupandcontributetothe
discussion.
Don’tdrawtoomuchonpersonalexperience.
Don’tinterruptwhensomeoneelseisspeaking.Waitfora
speakertofinishbeforeyouspeak.
Don’ts of Group Discussion
Dr.A.Karthikeyan, MBA., Ph.D

35. 
Definition:Thedefinitionofadebateisaformaldiscussion
oftheopposingsidesofaspecificsubjectoraformalcontest
ofarguments....Anexampleofdebateiswhentwopeople
haveadiscussionabouttheprosandconsofthedeath
penaltyandeachpersontakesadifferentsideofthe
argument.
Debate
Dr.A.Karthikeyan, MBA., Ph.D

36. Purposeofadebate:
Adebateisanorganizedargumentorcontestofideasin
whichtheparticipantsdiscussatopicfromtwoopposingsides.
Theywilluseexamplesandevidencetosupporttheirideaswhile
workingtowardsaconclusion.Theaimofadebateistoconvince
theoppositionthatyouareright.
StructureforDebate:
Aformaldebateusuallyinvolvesthreegroups:one
supportingaresolution(affirmativeteam),oneopposingthe
resolution(opposingteam),andthosewhoarejudgingthequality
oftheevidenceandargumentsandtheperformanceinthedebate.
Dr.A.Karthikeyan, MBA., Ph.D

37. RulesofDebate
1.Therearetwoteams,eachconsistingoftwoorthreespeakers.
2.Eachteamhastwoorthreeconstructivespeeches,andtwotothree
rebuttalspeeches.
3.Whenwordedasapropositionofpolicy,thetopicrequiresthe
affirmativetosupportsomespecifiedactionbysomeparticular
individualorgroup.Theaffirmativehastherighttomakeany
reasonabledefinitionofeachofthetermsoftheproposition.
4.Theaffirmativemustadvocateeverythingrequiredbythetopic
itself.Norevisionofpositionofateamispermittedduringthe
debate.
5.Hewhoassertsmustprove.Inordertoestablishanassertion,the
teammustsupportitwithenoughevidenceandlogictoconvincean
intelligentbutpreviouslyuninformedpersonthatitismore
reasonabletobelievetheassertionthantodisbelieveit.
Cont.……
Dr.A.Karthikeyan, MBA., Ph.D

38. 6.Inthequestioningperiod,thequestionermayaskanyfair,
clearquestionthathasadirectbearingonthedebate.
7.Eachspeakerisquestionedassoonasheconcludeshis
constructivespeech.Thewitnessmustanswerthequestions
withoutconsultinghiscolleagues.
8.Nonewconstructiveargumentsmaybeintroducedinthe
rebuttalperiod.Theaffirmativemust,ifpossible,replytothe
majornegativeargumentsbeforethelastrebuttal.
9.Thejudgemustbasehisdecisionentirelyonthematerial
presented,withoutregardforothermaterialwhichhemay
happentopossess.
10.Anygainsmadeoutsideoftheestablishedprocedureare
disallowed.
Dr.A.Karthikeyan, MBA., Ph.D

39. 
Always wear formal clothes.
Try to reach the venue ten minutes before the actual
time.
Confirm your location before the debate starts.
Cross check all your details with the official score
sheet.
Stand in front of timekeeper and chairman
Applaud each participant.
Before leaving the stage, give “Thank You” to all the
people present in the ceremony.
The Do’s of debate
Dr.A.Karthikeyan, MBA., Ph.D

40. 
Do not address the adjudicator
Never carry the piece of paper or any other form of
notes
Do not forget about mannerism on the stage.
Do not interrupt other speakers while they are
speaking.
Do not shout or talk loudly.
Do not use ‘um’ or ‘em; within the speech.
Do not use false facts within your speech.
The Don’ts of debate
Dr.A.Karthikeyan, MBA., Ph.D

41. Some of the most common debate
formats:
Team Policy Debate
Lincoln-Douglas Debate
NDT (NationalDebateTournament)Debate
CEDA (Cross Examination Debate
Association)Debate
Parliamentary Debate
Dr.A.Karthikeyan, MBA., Ph.D

42. 
Telephoneshavebecomeanecessaryand
importantpartofourlife.Itisdifficulttovisualize“life
withoutmobiles”!Thesedaysmostofoursocialaswell
asbusinessconversationsandinteractionshappen
throughthesegadgets.Thus,itisbecomingallthemore
importanttomanagetelephonecallseffectively.
TELEPHONE ETIQUETTE
Dr.A.Karthikeyan, MBA., Ph.D

43. 1) Speak softly so that others around you do not get disturbed.
2) Do not telephone anyone at odd hours, unless very urgent.
3) Personal calls should not be made from office unless absolutely necessary.
4) Do not discuss personal matters on telephone from office.
5) Be brief on telephone.
6) Avoid speaking in your mother tongue from office.
7) Greet the caller, even if that person is a stranger.
8) Do not terminate a call abruptly
9) If you notice a missed call, phone that person at the earliest.
10) Do not make the caller wait inordinately.
11) If a person has been made to wait, inform the person the reason.
12) If you are transferring a call to another person, explain the reason for
doing so.
13) Check with the person, if s/he can hear you properly, if you feel there is
a problem.
14) Do not eat or drink while speaking on the phone
You must keep in mind that it is your call; you need to make sure
that it is managed professionally.
Dr.A.Karthikeyan, MBA., Ph.D

44. 
ONLINE MEETING ETIQUETTE
A. PREPARE FOR THE MEETING
Schedule meetings in advance.
Ensure all meeting participants have the meeting invitation
link / code, a brief overview of the points and at least a day
prior to the meeting
Make sure all participants have an account set up for your
chosen platform ahead of time.
Make sure your presentation is ready to show. Test it before
you start the meeting.
If your presentation is visually dense or contains video,
consider distributing it to participants in advance.
Dr.A.Karthikeyan, MBA., Ph.D

45. Use a headset with mic if possible
Avoid sitting with your back to a window or
bright light source
Think about the background
Close doors to avoid unexpected
visitors/sounds
Setting up your audio, video and
environment
Dr.A.Karthikeyan, MBA., Ph.D

46. Organizer to join early -10 minutes
Mute other devices and apps
Enter muted
Have a moderator or convener for large meetings
B. Joining a meeting
Dr.A.Karthikeyan, MBA., Ph.D

47. Keep your mic muted
Avoid talking over others
Be clear, concise
Pause
Camera use
Raise hands feature in Teams
Use chat window
Tag individuals in chat
Meeting recording
Attending and participating in a meeting
Dr.A.Karthikeyan, MBA., Ph.D

48. Send out Summary of the Meeting
Check with participants about any connectivity
issues or network issues faced by them and
ensure them to take corrective action for the
next meeting
C. Post meeting
Dr.A.Karthikeyan, MBA., Ph.D

49. Business Letter
Abusinessletterisaformaldocumentoftensentfrom
onecompanytoanotherorfromacompanytoits
clients,employees,andstakeholders.
What to Include in the Letter
Letterhead
Name and address
Date
Reference
Salutation
Subject matter/body
Closing
Signature
Typist initials
Enclosures

50. 
Sample Letter
Company Name
Address
Date
Name
Address
Subject
Dear sir,
IwouldliketoinviteyoutoattendourupcomingLiberalArtsdepartmentjob
networkingevent.TheeventwillbeheldontheafternoonofFebruary1,20XX.Wewish
toprovideourgraduatingseniorswithanopportunitytomeetbusinessleadersinthe
areawhomaybelookingfornewhireswhoholddegreesintheLiberalArts.
TheeventwillbeheldattheCoxStudentCenteratNorthernStateUniversity,andwill
lastabout2to3hours.Ifyouhaveaninterestinattendingorsendingacompany
representativetomeetwithourstudents,pleaseletmeknowatyourearliest
convenienceandIcanreserveatableforyou.
ThankforyourtimeandIhopetohearfromyousoon.
Respectfully,
(Signature on hard copy of letter)
Name
Dr.A.Karthikeyan, MBA., Ph.D

51. 
Dr.A.Karthikeyan, MBA., Ph.D

52. 
Sample Full Block Style Letter
Sender's address
Sender's phone number
Today's date
RE: what the letter is about
(drop down 4 lines)
Recipient's name
Recipient's company name
Recipient's address
(1 space)
Attention: person it's going to
(1 space)
Dear Name:
(1space)
Inthistypeofblockletter,alltheparagraphslineupattheleftmargin.Thereisnoindentingoftheparagraphs.The
marginsshouldbesetto1-1.5"allthewayaroundthepage.Ifyouareusingcompanyletterhead,youwillneedto
accountforthatinfiguringthemarginwheretheletterheadisplacedonthepage.
(1linespace)
Youonlyneedtosingle-spacebetweensentences.Leaveanextraopenlinebetweenparagraphs.Keepinmindthat
thesesamplelettersareaguideline.Peopleoftencustomizetomeettheirpreferredstyle.
(1linespace)
Somepeoplechoosetocentretheabovesenderinformation.
(1linespace)
Sincerely,(space down four lines)
Signature here
Add name,
Add title
[Identification initials]
Enclosures:
cc: Name
Name
Dr.A.Karthikeyan, MBA., Ph.D

53. 
Sample Semi-Block Style Letter
Recipient's business name
Attention: person it's going to
Recipient's address (1 line space)
Dear Name:
(1 line space)
In this type of semi-modified block letter, all the paragraphs line up at the left margin.
However, the first word in each paragraph is indented. The margins should be set to 1-
1.5" all the way around the page. If you are using company letterhead, you will need
to account for that in figuring the margin where the letterhead is placed on the page.
(1 line space)
You only need to single-space between sentences. Leave an extra open line between
paragraphs. Keep in mind that these sample letters are a guideline. People often
customize to meet their preferred style.
Sincerely,(space down four lines)
Signature here
Add name,
Add title
[Identification initials]
Enclosures:
cc: Name
Name
Dr.A.Karthikeyan, MBA., Ph.D

54. 
Dr.A.Karthikeyan, MBA., Ph.D

55. 
Complaintlettersaremeanttobringtonoticeanerrororadefect.They
couldbeapplicabletoacompanyoranindividual,andtheytypicallyseek
aredressoradjustment.
Theyaregenerallydescriptivewithaformaltonethatshouldexpress
displeasure,butthetoneshouldnotbeovertlyangry.Youshouldaddressthe
problem,andtrytoofferasolutiontorectifythesituation.Seetheexample
complaintletterbelow.
Complaint letters
Types of other letters
Adjustment letters
Inquiry letters
Order letters
Response letters
Congratulatory letters
Bad news letters Dr.A.Karthikeyan, MBA., Ph.D

56. 
Sample Complaint Letter
Sender's address
Your phone number
(1 line space)
Today's date
(1 line space)
Big C Paper Company
Attention: Lisa Loopie
Recipient's address
(1 line space)
Dear Ms.Loopie:
(1 line space)
I wanted to write you a letter to address a problem we have encountered with your order department on the last
two occasions we have purchased from you. Both of our last two orders with your company were not completed
in full. They were both missing one ream of paper, totaling 1,000 sheets of paper in all. While one oversight is
acceptable, I am hoping this is not becoming a pattern.
(1 line space)
I would like for this situation to kindly be rectified by the two reams of paper being replaced and sent to my
attention. We have enjoyed doing business with your company over the years and look forward to this situation
being addressed so we can move forward and continue to do so. Please feel free to contact me if you have any
questions regarding this matter.
(1 line space)
Sincerely,
(Space down four lines)
Signature here
Patty Paper Chaser,
Quality Control Supervisor
Enclosures: copy of both recent packing slips and orders
cc: Accounting department
Paper pusher department
Dr.A.Karthikeyan, MBA., Ph.D

57. Business enquiry letter
ABusinessenquiryletterisatypeofbusinessletterwrittentocommunicatewitha
businessorganizationtoaskforinformationaboutspecificjob,productsorservices.
Usually,theselettersarewritteninresponsetosomekindofadvertisementthatyou
mayhaveseenontelevisionortheInternet.
Structure of a Business Enquiry Letter
•A letter can be divided into few basic sections for better understanding;
•A formal introduction needs to be used like “Dear Sir”, “Dear Ma’am” to start your
letter.
•A formal introduction is required as you are not familiar with the recipient.
•Adescriptionofyourrequestisrequired;itincludesthereferenceofthe
advertisementandnameoftheproductorservice.Afterwritingdownthe
reference,youhavetoaskforthedetailsyourequireabouttheproduct.Youcan
alsoaskforacatalogueorbrochuretohelpyouwiththedetails.Ifyouhavesome
additionaldetailstoaskfor,excepttheinformationonbrochuresorcatalogues,
youcanspecificallyaskforthatinformation.
•A final summary can be written to explain your overall request.
•A Signature of your agency or yours in a very formal way.

58. 
Guidelines and tips to write a Business Inquiry Letter
•Keepyourlettershortandprecise.Don’tmentionunnecessary
informationinsuchletters.Beveryspecificabouttheinformationyou
need,ifyouputonlynecessarydetailsthenyourletterwilllookmore
readableandyouwillstillbeabletoconveyyourmessage.
•Ifyouareinquiringaboutajoborwork-relatedvacancy,thenyoushould
trytoproperlystartyourletterwithaprofessionalbutfriendlytone.But
alwaysrememberthatrestofthelettershouldliveuptotheanticipation
buildbyyourimpressiveopening.
•Youshouldknowtheexactsourceofyourinformation.Inanofficethere
areanumberofpeoplewithdozensofdifferentdesignations,itisvery
importanttoknowtheappropriaterecipientanddirectyourlettertohim.
•Youmustresearchproperlyonthetopicofyourinquirybeforeyoustart
writingtheletter,toknowasmuchaspossibleaboutyourquery.
Dr.A.Karthikeyan, MBA., Ph.D

59. 
A Simple Inquiry letter to ask for information on a particular product
John Smith
221 C Cake Street
London
Date
Johnson Brothers
5468 54th Street
New York
Dear ………,
I am writing you in reference to your advertisement on The Daily Bugle, I
would like to receive a catalog about for product X.
I would also like to know about some more details about the product.
Yours Faithfully
John Smith (Signature)
Logistics Head
Shelby Company Limited
Dr.A.Karthikeyan, MBA., Ph.D

60. 
Complaint letter: A Complaint Letter is a type of letter written to address any
type of wrong-doing, offence, grievance, resentment arising out of a
product, service, etc. It is used to raise your concern about unfair things and
seek a productive outcome.
It is a fundamental right and duty of a citizen to seek justice arising out of
any injustice, and the first step toward it is, filing a Complaint. It inspires other
troubled consumers, influences the concerned authorities to take proper
action and makes the defaulters more liable, responsible and responsive.
Letters of complaint usually include the following stages:
Background
Problem –cause and effect
Solution
Warning (optional)
Closing
Dr.A.Karthikeyan, MBA., Ph.D

61. 
Background
Thissectiondescribesthesituation;e.g.
Iamwritingtoinformyouthatthegoodsweorderedfromyour
companyhavenotbeensuppliedcorrectly.
IattendedyourexhibitionSoundSystems2012attheFortuneHotel
(22-25January)andfounditinformativeandinteresting.
Unfortunately,myenjoymentoftheeventwasspoiledbyanumber
oforganisationalproblems.
IamashareholderofSunshineBankandIamveryconcerned
regardingrecentnewspaperreportsonthefinancialsituationofthe
bank.Yourcompanyislistedastheauditorinthelatestannualreport
ofthebank,soIamwritingtoyoutoaskforanexplanationofthe
followingissues.
Iamwritingtoinformyouofmydissatisfactionwiththefoodand
drinksatthe‘EuropeanRestaurant’on18Januarythisyear.
Dr.A.Karthikeyan, MBA., Ph.D

62. 
Problem
•Cause:
On4December2012weplacedanorderwithyourfirmfor12,000
ultra-superlong-lifebatteries.Theconsignmentarrivedyesterday
butcontainedonly1,200batteries.
Firstly,Ihaddifficultyinregisteringtoattendtheevent.Yousetup
anon-lineregistrationfacility,butIfoundthefacilitytotally
unworkable.
Yousentusaninvoicefor$10,532,butdidnotdeductourusual
10%discount.
Wehavefound16spellingerrorsand2mis-labelleddiagramsin
thesamplebook.
•Effect:
Thiserrorputourfirminadifficultposition,aswehadtomakesome
emergency purchasestofulfilourcommitments toallour
customers.Thiscausedusconsiderableinconvenience.
Evenafterspendingseveralwastedhourstryingtoregisterinthis
way,thecomputerwouldnotacceptmyapplication.
Iamthereforereturningtheinvoicetoyouforcorrection.
Thislargenumberoferrorsisunacceptabletoourcustomers,and
wearethereforeunabletosellthesebooks.
Dr.A.Karthikeyan, MBA., Ph.D

63. 
•Solution
I am writing to ask you to please make up the shortfall
immediately and to ensure that such errors do not happen again.
Could I please ask you to look into these matters.
Please send us a corrected invoice for $9,479
I enclose a copy of the book with the errors highlighted. Please re-
print the book and send it to us by next Friday.
•Warning (optional)
Otherwise, we may have to look elsewhere for our supplies.
I’m afraid that if these conditions are not met, we may be forced
to take legal action.
If the outstanding fees are not paid by Thursday, 20 December
2012, you will incur a 10% late payment fee.
•Closing
I look forward to receiving your explanation of these matters.
I look forward to receiving your payment.
I look forward to hearing from you shortly.
Dr.A.Karthikeyan, MBA., Ph.D

64. 
Sample Letter
Sector-20, Chandigarh
February 20, 2019
M/s. Oxford Publishing House
Consumer Complaint Division
London
Subject-Complaint regarding receipt of wrong set of books.
Sir/Madam
OnFebruary1,2019Iboughtabookset(OrderNo.000154)tobedeliveredtoChandigarh,Sector-20.
Tomydismay,IhavenotreceivedthesetIorderedforandhaveinstead,receivedthewrongbook
set.Iamhighlydisappointed.
Toresolvetheproblem,Iwouldappreciateitifyoucouldreplacethewrongbooksetwiththeone
originallyordered.Pleaseletmeknowassoonaspossiblewhatactionyouproposetotake.Ilook
forwardtohearingfromyouwithinthenexttendays.
Enclosedarecopiesofthetransactiondocumentandthereceipt.
Ilookforwardtoyourreplyandaresolutiontomyproblemandwillwaituntiltheaforementionedtime
beforeseekinghelpfromaconsumerprotectionagencyortheBetterBusinessBureau.Pleasecontact
meattheaboveaddressorbyphoneat098100XXXXX.
Sincerely,
Varun Joshi
Enclosure(s) -Copy of receipt and transaction docs.
Dr.A.Karthikeyan, MBA., Ph.D

65. Report Writing
Meaning:Reportwritingisaformalstyleofwriting
elaboratelyonatopic.Thetoneofareportisalways
formal.Theaudienceitismeantforisalwaysthoughtout
section.Forexample–reportwritingaboutaschool
event,reportwritingaboutabusinesscase,etc.
Therearemanydifferenttypesofreports,including
Business,Scientificandresearchreportsbutthebasic
stepsforwritingthemarethesame

66. Individuals Report Steps outlined
below
Step 1: Decide on the 'Terms of reference'
Step 2: Decide on the procedure
Step 3: Find the information
Step 4: Decide on the structure
Step 5: Draft the first part of your report
Step 6: Analyse your findings and draw
conclusions
Step 7: Make recommendations
Step 8: Draft the executive summary and table
of
contents
Step 9: Compile a reference list
Step 10: Revise your draft report
Dr.A.Karthikeyan, MBA., Ph.D

67. Business Report
Meaning:Abusinessreportisanevaluationofa
particularissue,setofcircumstances,orfinancial
operationsthatrelatetotheperformanceofa
business.Itsmainpurposeistocommunicaterelevant
informationsuccinctlyandefficiently.Itisoftenwritten
inresponsetoanexecutiveofthecompany,and
oftentakestheformofamemowiththereport
attached.
Dr.A.Karthikeyan, MBA., Ph.D

68. The format of a business report
•Abusinessreportiswritteninanabbreviatedstylethat
allowsthereadertonavigatethereportquickly,and
identifykeyelements.Itmakesuseofheadings,sub-
headings,bulletpoints,diagramsandtables,to
communicate therelevantinformation.Business
reportscanrangefrombriefone-or-twopagereports,
toreportsofahundredpagesormore.Itwillusually
includethefollowingfiveelements:
•TableofContents
•ExecutiveSummary
•Body
•Findings/Recommendations
•Conclusion
Dr.A.Karthikeyan, MBA., Ph.D

69. Types of business reports in business
Reports on the basis of Importance or Frequency
1. Ordinary or Routine Report
2. Special Report
Reports on the Basis of Legal Formalities
1.Formal Report
2.Informal Report
Reports on the basis of Function
1.Informative Report:
2.2. Interpretative Report
Dr.A.Karthikeyan, MBA., Ph.D

70. Reports on the basis of meetings
•1. VerbatimReports
•2. Summarised Report
Reports on the basis of Nature of the Subject dealt
with
•1. Problem Solving Report
•2. Fact Finding Report
•3. Performance Report
•4. Technical Report
Dr.A.Karthikeyan, MBA., Ph.D

71. Reports of committees or subcommittees
•Standing Committee Report
•Adhoc Committee Report
•Minority Report
•Majority Report
Dr.A.Karthikeyan, MBA., Ph.D