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Chapter 9 Business Communication Skills of a Secretary

1A. Select the correct answer from the options given below and rewrite the statements.

Question 1.
Business communication is concerned with ____________ activities.
(a) economic
(b) business
(c) social
Answer:
(b) business

Question 2.
Written communication is a ____________ record.
(a) permanent
(b) temporary
(c) unauthorised
Answer:
(a) permanent

Question 3.
E-mail is ____________ mode of communication.
(a) fastest
(b) slowest
(c) costliest
Answer:
(a) fastest

Question 4.
A unique internet address of website is known as ____________
(a) World Wide Web
(b) Uniform Resource Locater
(c) .com
Answer:
(b) Uniform Resource Locater

Question 5.
____________ is an organised statement of facts.
(a) Report
(b) Notice
(c) Heading
Answer:
(a) Report

Question 6.
There should be proper ____________ between words, lines and between paragraphs.
(a) margin
(b) typing
(c) spacing
Answer:
(c) spacing

Question 7.
____________ refers to use of minimum words.
(a) Courtesy
(b) Conciseness
(c) Correctness
Answer:
(b) Conciseness

Question 8.
A letter without ____________ is invalid.
(a) ‘You’ attitude
(b) signature
(c) clarity
Answer:
(b) signature

1B. Match the pairs.

Question 1.

Answer:

1C. Write a word or a term or a phrase that can substitute each of the following statements.

Question 1.
Process of communication, conveying a message in spoken form.
Answer:
Verbal communication

Question 2.
A set of interconnected web pages located on a single web domain.
Answer:
Website

Question 3.
Part of a business letter that introduces the sender to the receiver.
Answer:
Heading

Question 4.
A written summary of the business transacted at the meeting.
Answer:
Minutes

Question 5.
Part of a letter that contains the name and address of the sender.
Answer:
Heading or Letterhead

Question 6.
Audio-Visual means of electronic communication.
Answer:
Video conference

1D. State whether the following statements are True or False.

Question 1.
Notice is a written summary of business transacted at a meeting.
Answer:
False

Question 2.
Written communication provides permanent records.
Answer:
True

Question 3.
Active listening is essential for effective communication.
Answer:
True

Question 4.
The inside address gives the name and address of the sender.
Answer:
False

Question 5.
A letter without a date is incomplete and invalid.
Answer:
True

Question 6.
The reference number shows the purpose of the letter.
Answer:
False

Question 7.
Coherence refers to the logical arrangement of the contents of a letter.
Answer:
True

Question 8.
A letter should have minimum folds.
Answer:
True

1E. Find the odd one.

Question 1.
Paper, Margin, Typing, Courtesy
Answer:
Courtesy

Question 2.
Clarity, Courtesy, Spacing, Correctness
Answer:
Spacing

Question 3.
Date, Inside Address, Conciseness, Subject
Answer:
Conciseness

1F. Complete the sentences.

Question 1.
When communication is done through Reports, Letters, Circulars, etc it is called as ____________
Answer:
written communication

Question 2.
Proper arrangement of different parts of business letter is called as ____________
Answer:
layout

Question 3.
The part of the letter which contains the name and address of the receiver of the letter is called as ____________
Answer:
inside address

1G. Select the correct option from the bracket.

Question 1.

(Minimum words, Completeness, Courtesy, Consideration)
Answer:

1H. Answer in one sentence.

Question 1.
Name the type of communication in which words are not used.
Answer:
Non-verbal communication is the type of communication in which words are not used.

Question 2.
Name the type of communication in which communication is done in spoken form.
Answer:
Verbal communication is the type of communication in which communication is done in spoken form.

Question 3.
Name the type of communication which can be re-read.
Answer:
Written communication is the type of communication that can be re-read.

1I. Correct the underlined word and rewrite the following sentences.

Question 1.
Consideration means the letter should be in a logical sequence.
Answer:
Coherence means the letter should be in a logical sequence.

Question 2.
Completeness means the use of minimum words.
Answer:
Conciseness means the use of minimum words.

Question 3.
Complimentary close contains greetings to the reader of the letter.
Answer:
Salutation contains greetings to the reader of the letter.

1J. Arrange in proper order.

Question 1.
(a) Heading
(b) Complimentary close
(c) Subject
Answer:
(a) Heading
(b) Subject
(c) Complimentary close

Question 2.
(a) Enclosure
(b) Body of letter
(c) Date
Answer:
(a) Date
(b) Body of letter
(c) Enclosure

2. Explain the following terms/concepts.

Question 1.
Communication
Answer:

• Communication is derived from the Latin term ‘communis’ that means ‘common’- ‘Shared by all’.
• Communication is an exchange of facts, ideas, opinions, or emotions by two or more persons.
• Communication is a two-way process where the thoughts feelings and opinion is transmitted.
• Effective communication is when a message is conveyed by the sender and received by the receiver exactly the same it was intended.
• It is giving or exchanging information, signals, or messages by talk, gestures, or writing.

Question 2.
Business Communication
Answer:

• Business communication is the branch of general communication especially concerned with business activities.
• It is a process through which information, facts, ideas, orders, decisions, etc. are exchanged between the person associated with the business.
• The success of the business enterprise depends largely upon good communication.
• Ineffective communication may cause loss of money and even goodwill of a business.
• Thus, business communication relating to trade, law, management, finance, etc. of a business enterprise is termed as business communication.

Question 3.
Written Communication
Answer:

• The exchange of information or ideas in a written form is known as written communication.
• Written communication includes reports, letters, circulars, etc.
• Written communication is the most important and the most effective mode of business communication.
• The words written should convey specific meaning and should not confuse the reader.
• Letters, memos, notices, circulars, reports, minutes are some common types of written communication.

Question 4.
Business Correspondence
Answer:

• Communication through the exchange of letters is known as correspondence.
• A businessman who writes letters in his day-to-day transactions is called business correspondence.
• Business correspondence is a written communication between two parties.
• Business correspondence takes place because the place of production and place of consumption is not the same.

Question 5.
Report
Answer:

• A report is an organized statement of facts or opinions leading to some conclusion with or without some recommendations.
• It is a systematic presentation of facts on a specific topic.
• Some reports are made as per the Companies Act and some are prepared as per the requirement of the company.
• A report may be prepared by an individual or by a committee.

Question 6.
Minutes
Answer:

• It is a written summary of the business transacted at the meeting.
• It is a concise and accurate official record of the discussion and decision at company meetings.
• It can be used for future reference.
• Minutes is the official record of the meeting so it is necessary to draft minutes in a proper format.
• Minutes should be prepared by the secretary within 15 days of a meeting.
• It is always written in the past tense.
• Minutes are prepared by the secretary, confirmed by a member, signed by a chairman, and countersigned by the secretary.

3. Study the following case/situation and express your opinion.

1. Mr. Rahul is the secretary who has been asked by the Managing Director to inform a director about a decision taken in a board meeting in which he was absent. Which aspect of essentials of a good business letter he follows:
(Clarity, conciseness, coherence, courtesy, completeness, correctness)

Question (a).
When he is giving the required information in a very short and brief manner?
Answer:
Clarity and conciseness

Question (b).
When he is using courteous words so as to be polite?
Answer:
Courtesy

Question (c).
When he is giving the entire information about the meeting in a proper manner?
Answer:
Coherence, completeness, and correctness.

4. Answer in brief.

Question 1.
Explain any four essentials of effective communication.
Answer:

• Communication is an exchange of facts, ideas, opinions, or emotions by two or more persons.
• Effective communication is when a message is conveyed by the sender and received by the receiver exactly the same it was intended.
• Being able to communicate effectively is an essential skill.

The following are the essentials skills for effective communication:
(a) Listening:

• One of the most important aspects of business communication is being a good listener.
• Effective communication requires active listening.
• Active listening involves hearing and understanding a person.

(b) Body language:

• Body language is an important communication tool.
• Body language should convey words.
• Tone, hand gestures, and ensuring eye contact are involved in body language.

(c) Clear and concise:

• The message should be conveyed by using as few words as possible, whether in person or through telephone, or e-mail.
• The message should be clear concise and direct.
• Excessive words should be avoided.
• Thought should be given to the message before being conveyed in order to avoid confusion.

(d) Confident:

• For effective communication, confidence is needed.
• Making eye contact but having a friendly tone always shows confidence.

Question 2.
State any four essentials of a good business letter.
Answer:

• A business letter is a type of written communication written by the secretary.
• Good letter writing is important for maintaining the image of the business.
• It helps in understanding the objective of the content and helps to make the correct decision.

A business letter should possess the following qualities:
(a) Clarity:

• The message of the letter must be clear.
• Simple and common words are to be used.
• Technical and short forms should be avoided.
• Names and figures should be correct and clear.

(b) Conciseness:

• The letter should be brief.
• Minimum words are to be used.
• Unnecessary and irrelevant information should be avoided.
• A brief letter saves time for the reader.

(c) Completeness:

• A letter must give complete information to the reader.
• The letter should cover all possible facts related to the subject matter.
• An incomplete letter does not achieve the desired results.

(d) Courtesy:

• Courtesy means the language of the letter must be polite and kind.
• A courteous letter gets a favorable response from the reader.
• Harsh, rude words, insulting remarks must be avoided.

5. Justify the following statements.

Question 1.
Written communication is very useful to the organization.
Answer:

• The exchange of information or ideas in a written form is known as written communication.
• Written communication is the most important and effective mode of business communication.
• It provides us with records, references, etc. on which important decisions are taken.
• It provides legal defense to the organization through records, letters, instructions, etc.
• It provides uniformity of policy and procedures and builds proper guidelines for the working of the organization.
• It builds an image of the company.
• It leads to accuracy and dependability.
• Responsibility can be easily assigned through written communication.
• It is permanent in nature.
• Thus, written communication is very useful for the organization.

Question 2.
Social media network is very useful to the business.
Answer:

• Social media are online interactive groups created using advanced mobile and web-based technologies.
• From the business point of view, it provides a great opportunity to interact with the public and communicate about their product and services.
• It helps in developing loyalties.
• It builds a strong relationships with the audience and consumers.
• Social networking makes relationships more personal.
• Business can be promoted more effectively through advertising.
• Thus, social media network is very useful to the business.

Question 3.
Listening is the most important aspect of effective communication.
Answer:

• The most important aspect of effective communication is being a good listener.
• Effective communication requires active listening.
• Active listening involves hearing and understanding what a person is saying to you.
• Without the ability to listen effectively, messages are generally misunderstood.
• Good listening skills can lead to better customer satisfaction.
• It can increase productivity with fewer mistakes.
• Increased sharing of information will lead to more creative and innovative work.
• Thus listening is the most important aspect of communication.

6. Answer the following questions.

Question 1.
State the merits of written communication.
Answer:

• When the exchange of information or ideas is in a written form is known as written communication.
• Written communication includes reports, letters, circulars, etc.
• Written communication is the most important and the most effective of any mode of business communication.
• The words written should contain specific meaning and should not confuse the reader.
• Letter, memos, notices, circulars, minutes are some common types of written communication.

The following are the merits of written communication:
(a) Accurate and precise:

• Written communication is drafted with great care.
• The communicator has to be accurate and factual as it is open to verification.
• Therefore written communication focuses greater on accuracy and precision.

(b) Re-read many times:

• The receiver of written communication can read the message any time again in the future.
• He can re-read it till it is properly understood by him.

(c) Permanent record:
Written communication becomes a permanent record of the organization and can prove very useful for future reference.

(d) Documentary evidence:
Written communication is acceptable as legal documents and as legal evidence also.

(e) Wide access:
Written communication is the best channel of communication for conveying information to people living in different places.

(f) No need for personal contact:

• It is not necessary for both parties to be available at the time of communication.
• Messages can be sent to the concerned person who can read when receives and gets spare time.

(g) Completeness:

• Written messages are prepared with perfect knowledge related to the matter.
• So there is completeness in the message.

(h) Economical:

• This method is economical when the receiver is far away from the business place.
• E-mails are the most popular method of written communication.

Question 2.
Explain different parts of a business letter.
Answer:

• A business letter is a type of written communication written by a secretary.
• Good letter writing is important for maintaining the image of the business.
• The business letters are written with the objective of understanding and take the correct decisions.

The following are the different parts of the business letter:
(a) Heading:

• The heading contains the name, address, telephone number, email id, website CIN of the company.
• It is that part of the business letter which introduces the sender to the receiver.

(b) Date:

• The date is written on the right-hand side of the letter just below the heading.
• The date includes the date, month, and year.
• A letter without a date is incomplete.
• The date is very important as the letter acts as legal evidence.
• Eg. British style – 1st April 2019
  American style – April 1st, 2019

(c) Reference number:

• It is written on the left-hand side below the heading.
• The reference number is given to have a quick reference to the matter concerned.
• The outgoing letter is given a reference number.

(d) Inside address:

• It contains the name, address of the receiver of the letter.
• It is written on the left-hand side of the letter.
• For names, Mr, Shri, Mrs, or Smt are used and for firms, Messrs is used.

(e) Subject:

• The reader gets the idea of the matter of the letter without reading the letter completely.
• It helps to send it to the concerned section.
• It is written in brief as the subject.

(f) Salutation:

• Salutation is a greeting from the writer.
• It creates a favorable impression on the reader’s mind.
• It appears on the left margin below the inside address.

(g) Body of the letter:

• It is the most important part of the business letter.
• It contains the actual message for the receiver of the letter.
• The message should be divided into paragraphs. The first paragraph, Main paragraph, Closing paragraph.

(h) Complimentary close:

• This is the concluding part of the letter.
• It is written below the body of the letter on the right-hand side.
• It shows the polite end of the letter.
• It should match salutation.

(i) Signature:

• It is the final part of the letter.
• A letter without a signature is incomplete and invalid.
• Below the signature, the name and his or her designation are written.
• The person who signs is responsible for the matter written in the letter.

(j) Enclosure:

• It includes documents, cheques, etc. which are attached with the letter.
• It is shown by word enclosure which is written on the left-hand side.

Activity (Textbook Page No. 144)

How can a company use Twitter and Blogs to reach out to outsiders?
Answer:

• Twitter is considered to be an effective tool to grow your business and its brand name.
• Twitter uses attractive hashtags that attract the attention of the targeted audience or customers.
• It is an excellent platform to approach and get connected to new audiences gaining their positive opinions.
• The cost of Twitter is very nominal, so small business organizations can use its benefits easily.
• Twitter helps to connect a huge number of new customers as well as keep connected to old customers.
• It also helps to build the brand name and recognition with the help of advertisements.
• It helps to create a customer support channel and recognition who tweets positively as well as negatively about your product. Thus company or firm can improve its brand name.
• Similarly, blogging also helps businesses to compete with competitors in the market.
• Blogging helps to post in detail the qualities of your product which reaches a number of customers.
• Needed customers can easily approach your business or profession by viewing your blog.