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Managerial Communications

Veera Karoli

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BHD/BBA/3/03

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Bharathidasan University, BBA, Third Semester
Syllabus
 

MANAGERIAL COMMUNICATIONS

(CORE COURSE - IV)

Unit-I
Communication – Meaning, Process and Significance – Objectives – Principles – Types – Media – Barriers to Communication – Commercial Terms and Abbreviations.
 
Unit-II
Correspondence – Need, Functions and Kinds of Business Letters – Layout of Business Letters – Enquiry and Reply – Offers and Quotations – Orders – Execution and Cancellation.
 
Unit-III
Claims and Adjustments – Collection Letters – Sales Promotion Letters – Circular Letters.
 
Unit-IV
Agency Correspondence – Bank Correspondence – Import and Export Correspondence – Application Letters.
 
Unit-V
Recommendations – Report Writing – Structure of Reports – Press Reports – Market Reports – Business Reports – Modern means of Electronic Communication – Internet – E-mail – Videoconferencing – Creating Web page – FAX.
UNIT 1: BUSINESS COMMUNICATION
1.1.          Business Communication
2
1.1.1.       Meaning and Definition of Communication
3
1.1.2.       Features/Nature of Communication
3
1.1.3.       Scope of Communication
4
1.1.4.       Objectives of Communication
5
1.1.5.       Elements of Communication
8
1.1.6.       Significance/Importance of Communication
11
1.1.7.       7Cs/Principles of Communication
13
1.1.8.       Functions of Communication
15
1.1.9.       Process of Communication
16
1.1.10.     Types of Communication
17
1.1.10.1.  On the Basis of Direction
18
1.1.10.2.  On the Basis of Organizational Structure
21
1.1.10.3.  On the Basis of Way of Expression
25
1.1.11.     Media of Communication
26
1.1.11.1.  Verbal Communication
26
1.1.11.2.  Non-verbal Communication
31
1.1.12.     Barriers to Effective Communication
35
1.1.12.1.  Semantic Barriers
35
1.1.12.2.  Emotional or Psychological Barriers
36
1.1.12.3.  Physical Barriers
37
1.1.12.4.  Organizational Barriers
37
1.1.12.5.  Personal Barriers
38
1.1.12.6.  Socio-Psychological Barriers
39
1.1.12.7.  Cultural Barriers
40
1.1.12.8.  Technological Barriers
40
1.1.13.     Ways of Overcoming Barriers
40
1.1.14.     Commercial Terms and Abbreviations
42
1.1.14.1.  Commercial Terms used in Business
42
1.1.14.2.  Abbreviations Used in Business
50
1.2.          Short Notes
51
 
 
UNIT 2: BUSINESS CORRESPONDENCE
2.1.          Business Correspondence/ Business Letters
56
2.1.1.       Introduction
56
2.1.2.       Need of Business Letter
57
2.1.3.       Importance of Business Correspondence
57
2.1.4.       Functions of Business Letter
58
2.1.5.       Kinds of Business Letters
59
2.1.6.       Structure of a Business Letter
61
2.1.7.       Optional Parts of the Letter
62
2.1.8.       Layout of a Business Letter
63
2.1.9.       Essentials of an Effective Business Letter
66
2.1.10.     Planning of Letter Writing
67
2.1.11.     Business Enquiry
69
2.1.11.1.  Characteristics of Business Enquiry Letter
69
2.1.11.2.  Types of Business Enquiry
70
2.1.11.3.  Important Aspects of  Business Enquiry Letter
70
2.1.11.4.  Hints for Drafting an ‘Enquiry’
71
2.1.11.5.  Layout of Business Inquiry Letter
72
2.1.11.6.  Replies to Enquiry
72
2.1.12.     Offers and Quotations
74
2.1.12.1.  Terms used in Offers and Quotations
74
2.1.12.2.  Examples of Offer and Quotation
75
2.1.13.     Orders
77
2.1.13.1.  Features of a Business Order Letter
78
2.1.13.2.  Instructions while Writing an Order Letter
79
2.1.13.3.  Examples of Order Letter
80
2.1.13.4.  Order Forms
82
2.1.13.5.  Execution of Orders
82
2.1.13.6.  Cancellation of Orders
85
2.2.          Short Notes
87
 
 
UNIT 3: COMMUNICATION THROUGH LETTERS - I
3.1.          Communication through Letters - I
92
3.1.1.       Introduction
92
3.1.2.       Letter of Complaint
93
3.1.2.1.    Hints for Drafting Complaint Letter
93
3.1.2.2.    Example of Complaint Letter
94
3.1.3.       Claim Letters
94
3.1.3.1.    Denying a Claim
95
3.1.3.2.    How to Write Effective Claim Letters
95
3.1.3.3.    Hints for Drafting Claim Letter
96
3.1.3.4.    Claim Letter Tips
96
3.1.3.5.    Example of Claim Letter
97
3.1.4.       Adjustment Letter
97
3.1.4.1.    Essential Factors of Adjustment Letters
98
3.1.4.2.    Hints for Drafting Adjustment Letter
98
3.1.4.3.    Pitfalls of Adjustment Letters
99
3.1.4.4.    Example of Adjustment Letter
99
3.1.5.       Settlement of Accounts
100
3.1.5.1.    Settlement of Accounts Format
100
3.1.5.2.    Examples of Settlement of Accounts
101
3.1.6.       Collection Letters
102
3.1.6.1.    Stages of Collection Letters
102
3.1.6.2.    Instructions for Writing an Effective Collection Letters
103
3.1.6.3.    Collection Letter Samples
104
3.1.7.       Sales Promotion Letter/Sales Letter
107
3.1.7.1.    Objectives of Sales Promotion Letters
108
3.1.7.2.    Principles of Writing a Sales Letter
108
3.1.7.3.    Steps for Writing Sales Letter
108
3.1.7.4.    Example of Sales Letter
109
3.1.8.       Circular Letters
109
3.1.8.1.    Features of a Circular Letter
110
3.1.8.2.    Objectives of Writing Circular Letters
111
3.1.8.3.    Types of Circular Letters
111
3.1.8.4.    Situations Requiring Circular Letters
111
3.1.8.5.    Example of Circular Letter
112
3.2.          Short Notes
112
 
 
UNIT 4: COMMUNICATION THROUGH LETTERS - II
4.1.          Communication through Letters - II
118
4.1.1.       Agency Correspondence
118
4.1.1.1.    Establishing an Agency
118
4.1.1.2.    Types of Agents
119
4.1.1.3.    Importance of Agency Correspondence
122
4.1.1.4.    Guidelines for Writing Agency Letter
122
4.1.1.5.    Example of Agency Correspondence
123
4.1.2.       Bank Correspondence
126
4.1.2.1.    Roles and Functions of Banks
127
4.1.2.2.    Types of Bank Correspondence
127
4.1.2.3.    Parties involved in Bank Correspondence
127
4.1.2.4.    Probable Situations for Bank Correspondence
127
4.1.2.5.    Instructions for Writing Bank Correspondence Letters
128
4.1.2.6.    Examples of Bank Correspondence
129
4.1.3.       Import and Export Correspondence
131
4.1.3.1.    Importance and Objectives of Export and Import Correspondence
132
4.1.3.2.    Strategy in Export and Import Correspondence
133
4.1.3.3.    Examples of Import and Export Correspondence
134
4.2.          Application For Appointment
137
4.2.1.       Application Letter /Job Application
137
4.2.1.1.    Purpose of Job Application
137
4.2.1.2.    Qualities of Application Letter
138
4.2.1.3.    Types of Job Application
140
4.2.1.4.    Application Formats
140
4.2.1.5.    Drafting the Application
140
4.2.1.6.    Structure of Job Application
141
4.2.1.7.    Tips for Writing an Effective Job Application
143
4.2.1.8.    Examples of Job Application
143
4.2.2.       Resume/Curriculum Vitae
144
4.2.2.1.    How to Write Curriculum Vitae
145
4.2.2.2.    Guidelines for Preparing Good Curriculum Vitae
146
4.2.2.3.    Do’s and Don’ts for Preparing Good Curriculum Vitae
146
4.2.3.       Letter of Appointment /Offer of Employment
146
4.2.3.1.    Essentials for Drafting Appointment Letter
146
4.2.3.2.    Example of Drafting Appointment Letter
147
4.2.3.3.    Appointment Order
148
4.2.4.       Confirmation in Service
152
4.2.4.1.    Essentials for Drafting
152
4.2.4.2.    Examples of Confirmation in Service Letter
152
4.2.5.       References
153
4.2.5.1.    Importance of References
154
4.2.5.2.    Best Practices in References
155
4.2.5.3.    Reference Letter
155
4.3.          Short Notes
156
 
 
UNIT 5: RECOMMENDATIONS, REPORTS & ELECTRONIC COMMUNICATION
5.1.          Communication Through Reports
162
5.1.1.       Introduction
162
5.1.2.       Meaning and Definition of Report
162
5.1.3.       Characteristics of Report
163
5.1.4.       Objectives of Report Writing
164
5.1.5.       Techniques of Writing a Report
165
5.1.6.       Principles in Preparing Reports
166
5.1.7.       Importance of Report Writing
167
5.1.8.       Process of Report Writing
168
5.1.9.       Basic and Subsidiary Parts of Report
169
5.1.10.     Styles of Report Writing
171
5.1.11.     Structure of a Report
171
5.1.12.     Classification of Report
172
5.1.13.     Press Report/Press Releases
175
5.1.14.     Market Reports
179
5.1.15.     Business Reports
183
5.2.          Electronic Communication
186
5.2.1.       Modern Means of Electronic Communication
187
5.2.2.       Internet
187
5.2.3.       E-mails
191
5.2.4.       Videoconferencing
198
5.2.4.1.    Components of Videoconferencing
199
5.2.4.2.    Types of Videoconferencing
199
5.2.4.3.    Videoconferencing Systems
201
5.2.4.4.    Video-Conferencing Formats
201
5.2.4.5.    Advantages of Video-Conferencing
202
5.2.4.6.    Disadvantages of Video-Conferencing
203
5.2.5.       Creating Web Page
203
5.2.6.       Fax/Facsimiles
204
5.2.6.1.    How a Fax Works
204
5.2.6.2.    Functions of Fax
205
5.2.6.3.    Important Features in a Fax Machine
206
5.2.6.4.    Printed Form or Template
206
5.2.6.5.    Fully Blocked Style
207
5.2.6.6.    Merits of Fax
207
5.2.6.7.    Demerits of Fax
208
5.2.7.       Advantages of Electronic Communication Media
208
5.2.8.       Disadvantages of Electronic Communication
209
5.3.          Recommendation Letters
209
5.3.1.       Introduction
209
5.3.2.       Types of Recommendation Letters
210
5.3.3.       Essentials of Recommendation Letters
211
5.3.4.       Recommendation Letters Strategies
212
5.3.5.       Tips for Writing Letters of Recommendation
213
5.3.6.       Sample Letter of Recommendation
213
5.4.          Short Notes
214
 
 
Solved Paper (Nov. 2009)
218
Solved Paper (Nov. 2010)
239

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Managerial Communications

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Veera Karoli

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