Business Communication Course Portfolio (ADMN 212) PDF

Course Portfolio Business Communication Code: ADMN 212 ‫اﻻﺗﺼﺎﻻت اﻟﺘﺠﺎرﯾﺔ‬ Level 3  Business Communication Code: ADMN-212 Course Name​:​ Business Communication ​ ​Course Type​: Core...

Course Portfolio Business Communication Code: ADMN 212 ‫اﻻﺗﺼﺎﻻت اﻟﺘﺠﺎرﯾﺔ‬ Level 3  Business Communication Code: ADMN-212 Course Name​:​ Business Communication ​ ​Course Type​: Core ​Course​ ​Level​: Year 1: Semester 1 Semester 2 Summer Semester Year 2: Semester 1 Semester 2 Summer Semester Year 3: Semester 1 Semester 2 Summer Semester Year 4: Semester 1 Semester 2 Summer Semester Course Description​: ​This course provides students with the theoretical and practical framework for understanding and conducting effective oral and written communication. Objectives: 1. To make the students understand about the process of effective communication. 2. To develop the skills of Business Communication. Learning Outcomes​: On the completion of this course, they can handle the communication aspects of any business organization very efficiently. Skills to be developed throughout the Course: Students will develop their oral communication skills and written communication which will also test student’s creative skills and their abilities to present theoretical information in practical situations. Students are encouraged to make use of IT facilities particularly web sites to support research and reading. Learning Resources: 1. Text Books Author Title Publisher Year Court Bovee & John Business V Thill Communication Prentice Hall. 2008 Today. Excellence in John V. Thill & Business Prentice Hall. 2008 CourtLand L. Bovee Communication. Effective Business Asha Kaul Prentice Hall 2003 Communication 2. e- Library Reserves ∙​ ​http://www.emeraldinsight.com/insight 3. Internet ∙ Ebsco Business Source Premier: ​A database containing several hundred key business and management journals with full text articles updated daily. ∙ Courseware: ​Specific research support resources and documents, selectively posted to complement and build upon materials available in proctor’s methodological text. Such documentation will typically be posted regularly. ∙​ ​www.decalibrary.org ∙​ ​www.ipl.org ∙​ ​www.ncpublicschools.org Delivery and Teaching Strategy​:​ ​(Lecture, Online, Physical, blended, self directed through CD, web based courses and DVD) Methods of Instruction:​ ​It would be based on Lecture, demonstration and assignment review. Questions are encouraged and participation is expected. Assessment Strategy: a. First Mid Term Exam: 20 Marks to be held on..…….Day,…….Month, 20.. b. Second Mid Term Exam: 20 Marks to be held on……Day,……Month, 20.. c. Attendance, Participation & Assignment: 10 Marks d. Final Exam: 50 Marks e. Total: 100 Marks Syllabus Change Policy: ​This syllabus is a guide for the course and is subject to change with advanced notice.  Course Contents: UNIT​ I Principles of Communication​ ‫ ـــ‬Definition, Purpose, Elements of effective communication, Barriers of communication, Types of Communication, Listening, Presentation Skills, Public Speaking, Practice Presentation. UNIT II Written​ ​Communication​ ‫ ـــ‬Forms of written communication, Advantages of written communication, Stages of writing, Proof reading, Writing Style, Punctuation. UNIT III Report ​Writing‫ ـــ‬Business report, Planning a business report, Types of Business reports- Periodic report, Progress report, Research report, Recommendation report, Technical report, Examination report, Graphs, Charts, Executive summary. UNIT IV Writing Business Memos ‫​ ــــ‬Memos, Circulars, Notices, Agenda, Minutes, Resume, Curriculum Vitae, Press Release, Business letter, Types of letter, Format or business letter, Annual Report.. 3  UNIT I Principles of Communication Contents:- Definition of Communication Purpose of Communication Process of communication Elements of Effective Communication Barriers to Communication Types of Communication Listening Presentation Skills Public Speaking Practice Presentation. 4 Definitions of Communication: Communication can be defined as the process in which information is exchanged and understood by two or more people. Communication can be defined as the transfer of understandable information from one person to another. The communication process consists of a message being sent and received. The message may be verbal or non-verbal. Purpose of Communication: The purpose of communication is to send your message effectively to the receiver / readers. Communication links people who believe in a common cause, together with a view to strengthen relationships. The purpose of business communication is to convey messages clearly and effectively so that the receiver of message must not have misunderstanding. In all organizations many purposes of communication occur as communication flows through the organization in various directions. Process of Communication: The communication process is dynamic and interactive. It consists of many elements. 5  Sender or Messenger​: sender is the person who reacts to the situation by communicating something. Message​: message is the idea or feeling transmitted from the sender to the receiver to achieve understanding. Encoding​: encoding means translating information into a message in the form of symbols that represents ideas or concepts. Channel​: The sender has to select the channel for sending the information. Communication channel is the media through which the message passes. It is the link that connects the sender and the receiver. Receiver​: Receiver is the person who will receive the message and decodes the message or interprets the message to achieve understanding. Decoding: ​Decoding is the process of interpretation of an encoded message into the understandable meaning. Decoding helps the receiver to drive meaning from the message. Feedback​: Communication is an exchange process. For the exchange to be complete the information must go back to whom from where it started (or sender), so that he can know the reaction of the receiver. The reaction or response of the receiver is known as feedback. 6 Elements of effective communication: Communication is the process of sharing thoughts, ideas and emotions with others and having those thoughts, ideas and emotions understood. Things that help communication to be effective are: Attention​: the sender / receiver needs to pay attention to what he/she is trying to communicate. Attitude​: Sender and receiver need to have a positive and respectful attitude. Feedback​: sender and receiver can give feedback to each other, either by using words or by body language. Barriers to Communication: There are many things that can ​hinder or prevent good communication. Here are some of the most common barriers: Distraction​: it means disturbance of any sort while communication is going on. 7  Poor Skills​: if the sender and receiver do not have proper skills to communicate then communication may not be good. Attitude​: Communication can also be affected by a poor attitude towards the other person, towards the subject. Lack of Feedback​: If the receiver does not give feedback, the sender does not know if the communication is effective or not; also, if the sender is not paying attention to the feedback, the communication will not be effective. Types of Communication: There are two main types of communication and both the two types are sub divided into three sub types: I-​Verbal Communication​: Verbal communication can be defined as communicating your thoughts through words. Such thoughts may be ideas, opinion, directions your emotions and pleasures. There are three types of Verbal Communication: a. Oral Communication​: Oral Communication is information spoken by mouth; the use of speech. Examples of Oral 8  Business Communication include; staff meetings, video conferences and presentations. b. Written Communication​: Written communication is the representation of language in a textual medium through the use of set of signs and symbols. It involves any type of interaction that makes use of written words. Written communication is very important in business situations, so it is important for small business owners and managers to develop effective written communication skills. c. E-Mail​: Short for electronic mail is the transmission of messages over the communications networks. The message may be text, audio, video or graphics. II-Non-Verbal Communication​: non-verbal communication is the act of giving or exchanging information without using words. Basically non verbal communication is sending and receiving messages in a variety of ways without the use of verbal codes (words). There are three types of non-verbal communication: a. Body Language : Body language is a part of nonverbal language. It includes things like stance, gestures, facial expressions and even small things that are barely perceptible like a nod of the head. 9  b. Eye Contact or Gaze​: Eye contact indicates degree of interest or attention, influence or attitude and has a central role in managing impressions of others. c. Gesture​: Gesture is the movement of hands, arms or the head, etc. to express an idea, feeling or to emphasize speech. Types of business communication: ​ usiness communication is simply known as “Communications”. B Business communication is used to promote a product, service or organization; relay information within the business; or deal with legal and similar issues. It is also a means of relaying between a supply chain, for example the consumer and manufacturer. There are two main types of business communication. 1. Internal Communication​: communication within the organization formal and informal that an organization undertakes with its close stakeholders. ​ There are three types of internal communication: a. Upward Communication​: Upward Communication is the process of information flowing from the lower levels of a hierarchy to the upper level, or from subordinates to superiors. This type of communications is becoming more 10  and more popular in organizations as traditional forms of communication are becoming less popular. b. Downward Communication​: Information flowing from the top of the organizational management hierarchy and telling people in the organization what is important and what is valued or a response to an upward communication. Downward communication comes after Upward Communication have been successfully established. Both Upward and Downward communications are collectively called as ​“Vertical Communication”. c. Horizontal or Lateral communication​: ​Horizontal Communication normally involves coordinating information and allows people with the same or similar rank in an organization to cooperate or collaborate. Communication among employees at the same level is crucial for the accomplishment of work. 2. External Communication​: ​Communication with people outside the organization is called “External communication”. Supervisors communicate with sources outside the organization, such as vendors and customers. Listening​: It is a process of understanding information and makes an effort to hear something. Listening is considered to be the one of the most important part of oral communication. The term is used in order to 11  make oral communication effective. Poor listening skills of an individual may affect the individual very badly especially in an organization where the maximum number of time a person spent in communication. A effective and active listening by an individual plays a very important role in contributing toward the success of the business. The three basic listening modes are: 1. Competitive or Combative Listening​: This mode of listening happens when we are more interested in promoting our own point of view than in understanding or exploring someone else’s view. We may listen for weak points to attack. 2. Passive or Attentive Listening​: we are genuinely interested in hearing and understanding the other person’s point of view. 3. Active or Reflective Listening​: In Active Listening we are also genuinely interested in understanding what the other person is thinking, feeling, wanting or the message means and we are active in checking out our understanding before we respond with our own new message. Presentation skills: Management is the art of getting things done. A Presentation is a fast and potentially effective method of getting things done through other 12 people. ​In managing any project, presentations are used as a formal method for bringing people together to plan, monitor and review its progress. But let us look at this another way: what can a presentation do for you? Firstly​; it puts you on display. Your staff need to see evidence of decisive planning and leadership so that they are confident in your position as their manager. They need to be motivated and inspired to undertaking the tasks which you are presenting. Project leaders from other sections need to be persuaded of the merits of your project and to provide any necessary support. Senior management should be impressed by your skill and ability so that they provide the resources so that you and your team can get the job done. Secondly; it allows you to ask questions and to initiate discussion​. It may not be suitable within the presentation formats of your company to hold a discussion during the presentation itself but it does allow you to raise the issues, present the problems and at least to establish who amongst the audience could provide valuable input to your decision making. Finally; presentations can be fun. They are your chance to speak your mind, to strut your stuff and to tell the people what the world is really like. While you hold the stage, the audience is bound by good manners to sit still and watch the performance. Public Speaking: Public speaking is the process of ​speaking to a group of people in a structured, deliberate manner intended to inform, influence, or entertain the listeners. 13 A person speaking to a lot of people. In public speaking, as in any form of communication, there are five basic elements, often expressed as "​who is saying ​what to ​whom using what ​medium with what ​effects?​ " The purpose of public speaking can range from simply transmitting information, to motivating people to act, to simply telling a ​story​. Good ​orators should be able to change the emotions of their listeners, not just inform them. Public speaking can also be considered a ​discourse community​. ​Interpersonal communication and public speaking have several components that embrace such things as motivational speaking, leadership/personal development, business, customer service, large group communication, and mass communication. Practice presentation: You can meet the needs of your audience best by personally connecting with them, and by practicing your presentation. Be sure you: Maintain eye contact with the audience. Use natural hand gestures. Keep body movement quiet and natural. Maintain appropriate voice volume. 14  Avoid wearing distracting clothing or accessories. Maintain a constant rate of speech. If possible, practice your presentation in the very place you'll deliver it. Use your visuals when you practice so they integrate well into your talk. UNIT II Written Communication Contents: Writing Forms of Written Communication Advantages of written Communication Stages of Writing Proof Reading Writing Style Punctuation 15 Writing: ​Writing is the representation of language is a textual medium through the use of a set of signs or symbols. ​Written communication involves any type of interaction that makes use of written words. ​It is one of the two main types of communication, along with oral / spoken communication. Various forms of written communication: Memos​: A message or other information in writing sent by one person or department to another in the same business organization Letters​: Letter is a written message addressed to a person or organization Proposals​: A business proposal is a written offer from a seller to a prospective buyer. Business proposals are often a key step in the complex sales process Telegram​: Telegram is the long-distance transmission of written messages without physical transport of letters 16 Fax​: A fax (short for facsimile) is a document sent over a telephone line. Electronic Mail​: A system of exchanging messages by means of computers attached to a network. Advertisements​: Advertising is a form of communication intended to persuade an audience (viewers, readers or listeners) to take some action. Advantages of written communication: Written communication can be edited and revised several times. Written communication provides a permanent record of the messages. Written communication increases customer / client satisfaction. Written communication improves inter-organizational efficiency​. Written communication enhances in the community and the industry. Stages of writing: Writing successful business letters is not an easy task. However the following process guidelines will help you to write effective letters. 1-​Planning​: ​The first step in writing a business letter is planning. Time spent in planning will pay off in better messages than you write more quickly. In this stage you need to analyze the purpose, the situation and the ideas to be included. 17 Following are the sub stages of planning: a-​Determining the objective​: You need to determine why are you communicating? What is your reason for writing for this letter? And what are you hoping to achieve? b-​Analyzing the audience​: Careful analysis should be made of the following:- Who exactly is the reader? What is his / her background? How much does the reader know about the subject? What does the reader expect you to tell him / her in your letter? c-​Analyzing the situation​: Analyze the economic and financial standing of the country and the organization, the relationship between you and reader. d-​Determine the idea to be included​: The core idea of the message should be defined. Make a list of the points to be included. 2-​Collecting facts: ​The next step in writing a business letter is to get all the information you need, which you have already decided to include. The writer should get yourself informed of the situation, to ensure your message is complete. 3-​Analyzing and organising information​: ​it is very important to organize the information in the message in such a manner so that you achieve the desired results. 18 4-​Writing the letter: Now time has come to write your first draft of your message. Though it is a first draft you should try to write a message that satisfies the requirement. 5-​Reviewing and revising the letter: ​After completing the first draft, you should review it carefully. Study the draft to find ways to improve it as the first draft rarely satisfies the requirements. Proof reading: ​Proofreading (also proof-reading) traditionally means reading a proof copy of a text in order to detect and correct any errors. Even a good writer needs to proofread, he can’t pay attention to surface correctness while thinking of ideas. Modern proofreading often requires reading copy at earlier stages as well. While proofreading you check the following: Names, addresses, places, dates, times, numbers. Sentence Structure Punctuation Word usage Capitalization Format of the letter In general you make sure the final letter is effective and perfect in every respect, and the best you can capable of writing. Writing style: ​Writing style is the manner in which a writer chooses among different strategies to address an issue and an audience. A style 19 reveals the writer's personality or voice, but it also shows how he or she sees the audience of the writing. A style reveals the writers personality or voice. Following are the constraints on writing style: Occupation​: The position of a writer and his or her concept of the audience impose style constraints on the writing style. Situation and purpose​: The writer needs to tailor style to the situation. For example, the same person writing a letter to the same reader would use a different style Sentence forms​:​ A writer controls not only the density of prose but its distribution. Within the rules of grammar, the writer can arrange words in many ways. A sentence may state the main proposition first and then modify it; or it may contain language to prepare the reader before stating the main proposition. Diction​: Depending on the mode in which the writer is writing, diction can also pertain to the writer's style. it is best to examine the diction against a number of spectrums: Abstract-concrete: how much of the diction is physical? General-specific: to what degree is the diction precise, to what degree is it vague? Denotation-connotation Literal-metaphorical Other attributes of diction include: Density Length 20 Punctuation: Punctuation is the use of standard marks and signs in writing to separate words into sentences, clauses and phrases in order to clarify meaning. i. In English, ​the period​ (.) marks the end of a sentence or an abbreviation. ii.​Comma​ (,) usually separates clauses, phrases or items in a series. iii.​The colon​ (:) often introduces an explanation or series of examples. iv.​The semicolon​ (;) usually separates independent clauses. v.​The dash​ (-) marks an abrupt transition. vi.​The exclamation points​ (!) signals surprise. vii.​The question mark​ (?) signs a question. viii.​The apostrophe​ (‘) marks the possessive case or the omission of letters. ix.​Quotation mark​ (“ “) set of either quoted words or words used with specific significance. x.​Brackets ​([ ]) or parentheses ( ) Interpolations in a sentence are marked by brackets or parentheses. Symbols used in Punctuation are:- Punctuation Symbol Mark Apostrophe ' Colon : 21  Comma , Dash — Ellipsis... exclamation ! point Hyphen - Parentheses () Period. question mark ? quotation " mark Semicolon ; UNIT III Report Writing Contents: Business report 22 Planning a business reports Types of business reports i.Periodic reports ii.Progress reports iii.Research reports iv.Recommendation reports v.Technical reports vi.Examination reports Graphs Charts Executive Summary.‫واقف التجارية‬,‫عرفة ظروف العمل وا‬, ‫سؤولون التنفيذيون‬,‫عمال هو وثيقة أعدها ا‬C‫تقرير ا‬ Business Report: Business Report is a document prepared by executives to know about the business conditions and situations.​ The purpose of a Business Report is to communicate information to assist in the business decision making process. Some reports might propose solutions for business problems or might present relevant information to assist in the problem solving process. ‫علومات للمساعدة في عملية‬,‫عمال هو توصيل ا‬C‫الغرض من تقرير ا‬ ‫شاكل العمل‬, P‫ قد تقترح بعض التقارير حلو‬.‫صنع القرار التجاري‬ 23 Planning a Business Report: When planning Business Report the following steps have to be followed: 1. Determining the scope of the report. 2. Understanding the target audience. 3. Conducting research to collect supporting information. 4. Formatting and organizing the report​. 1. Determining the scope of the report: ​This​ ​process​ ​would involve what topics would be covered in the report and what elements are not necessary. This step would also help to determine how detailed the report would be. 2. Understanding the target audience: ​ A Target Audience or Target Group is the primary group of people that something is aimed to appealing to. A Target Audience can be of a certain age group, gender, marital status. Ex: - Teenagers, Females, Single people etc. 3. Conducting research to collect supporting information:​ A lot of reports would require some form of data collection. Many times investigative research might be needed. It is important that the process and methods used for research are explained. Data which is collected during this process should be presented clearly in the report. Recommendations and proposed solutions have to be studied and reviewed in this process. 24  4. Formatting and organizing the report: ​ In this step the format of the report has to be decided. The following questions might rise during this step, how would the data be presented?, what chats / diagrams will be used to complement the information presented?, what medium of presentation would be used? Types of business reports:​ ​There are different types of Business Reports prepared in organizations. Business Reports can be classified into six broad categories: 1. Periodic reports:​ ​Periodic Reports are submitted at regular intervals to provide information on the status of the company. 2. Progress reports:​ These reports provide information of a certain project or program or activity. ‫مشروع أو برنامج أو نشاط‬ 3. Research reports:​ ​ Such reports may be scientific or engineering reports dealing with products, systems and processes. They may also investigate markets and other areas of concern to the organization. 4. Recommendation reports:​ ​ These reports are prepared basically ‫ا@ساعدة في اتخاذ القرارات‬ to assist in making decisions and solving problems regarding organizations operations: whether to merge with another company, whether to expand or retrench and such. 5. Technical reports:​ ​ Technical Reports focus on the how of products and processes, and generally written by engineers, research scientists, and others associated with research and development. 25  6. Examination reports:​ ​ An examination report would examine or review and operation or activity, the financial status of a company or the condition of manufacturing plant. ‫الوضع ا)الي للشركة‬ A graph: A graph is a diagram displaying data​; in the graph shown below it shows the relationship between two or more quantities, measurements or indicative numbers that may or may not have a specific mathematical formula relating them to each other; A diagram displaying data, in particular one showing the relationship. 26 A chart: A chart is a visual representation of data, in which "the data are represented by symbols, such as bars in a bar chart, lines in a line chart, or slices in a pie chart". A chart can represent tabular numeric data, functions or some kinds of qualitative structures. Below is a pie chart:- \\\\\ An executive summary: ​Executive Summary is a term used in business for a short document that summarizes a longer report, proposal or group of related reports in such a way that readers can rapidly become acquainted with a large body of material without having to read it all. It will usually contain a brief statement of problem or peoposal covered in the major document(s), background information, concise analysis and main conclusions. It is intended as an aid by business managers. An executive summary will / may: Be written in non-technical language. Have a conclusion. Make a recommendation. Summaries more than one document​. 27  UNIT IV Writing Business Memos Contents: Memos Circulars Notices Agenda Minutes Resume Curriculum vitae Press Release Business letters Types of letters Format of business letters Annual report 28 Memos​: A memorandum or memo means to remember, and means literally “a thing to be remembered”. However memorandums are much more than simply a memory aid – it provides a written record. They are the main method of internal communication within organization. A memorandum is a written message exchanged by employees in their daily conduct of internal work or affaires of the organization. Circular​: A printed advertisement, directive or notice intended for mass distribution either by mail or by hand. Ex: - He mailed the circular to all subscribers. Notice​: Information concerning a fact actually communicated to a person by an authorized person, or actually derived by him from a proper source. Notice to a defendant of a lawsuit that has been insinuated against him 29 or of an action in which he may have an interest to defend is accomplished by service of process on him. Agenda​: An agenda is a list of meeting activities in the order in which they are to be taken up, beginning with the call to order and ending with adjournment. It usually includes one or more specific items of business to be considered. In business meetings of ​deliberative bodies​, the agenda may also be known as the ​orders of the day​. The agenda is usually distributed to a meeting's participants prior to the meeting, so that they will be aware of the subjects to be discussed, and are able to prepare for the meeting accordingly. Form of Agenda The agenda is usually headed with the ​date​, ​time​ and location of the meeting, followed by a series of points outlining the order of the meeting. Points on a typical agenda may include: Welcome/open meeting Support for absence (what ever that is) Approve ​minutes​ of the previous meeting Matters arising from the previous meeting A list of specific points to be discussed​ — this section is where the bulk of the discussion as well as decisions in the meeting usually takes place Any other business (AOB) — allowing a participant to raise another point for discussion. 30  Arrange/announce details of next meeting Close meeting Minutes​: Minutes, also known as protocols, are the instant written record of a meeting or hearing. They often give an overview of the structure of the meeting, starting with a list of those present, a statement of the various issues before the participants, and each of their responses thereto. They are often created at the moment of the hearing by a typist or ​court recorder at the meeting, who may record the meeting in shorthand​, and then prepare the minutes and issue them to the participants afterwards. Alternatively, the meeting may be ​audio recorded or a group's appointed or informally assigned Secretary may take notes, with minutes prepared later. However it is often important for the minutes to be brief and concentrate on material issues rather than being a verbatim report, so the minute-taker should have sufficient understanding of the subject matter to achieve this. The minutes of certain entities, such as a ​corporate ​board of directors​, must be kept and are important legal documents. Resume​: A brief account of one’s professional or work experience and qualifications, often submitted with an employment application. A resume is a personal summary of your professional history and qualifications. It includes information about your career goals, education, work experience, activities, honors, and any special skills you might have. A resume written for an entry-level position should not be over one page long. 31 Curriculum Vitae (CV, Vitae, or Vita): Also known as a CV, Vitae, or Vita, in the United States a Curriculum Vitae is a detailed listing of your educational achievements, publications, presentations, professional activities and honors. Usually the vita does not include an objective statement, and formatting for the vitae varies by career. The curriculum vita is longer than the resume; it is generally two pages or more. They are most often necessary only if you are seeking a faculty, research, clinical or scientific position. Press release: A ​press release​, ​news release​, ​media release​, or ​press statement is a written or recorded ​communication directed at members of the ​news media for the purpose of announcing something claimed as having ​news value. Typically, they are ​mailed​, ​faxed​, or ​e-mailed to assignment editors at ​newspapers​, ​magazines​, ​radio stations​, ​television stations​, and/or ​television networks​. The use of a press release is common in the field of ​public relations​, the aim of which is to attract favorable media attention to public relations professional's client and/or provide ​publicity for ​products or ​events marketed by those clients. ​A press release provides reporters with the basics they need to develop a news story. Press releases can announce a range of news items such as: scheduled events, personal promotions, awards, news products and services, sales and other financial data, accomplishments, etc. Business letters: A business letter is a letter written in formal language, usually used when writing from one business organization to another, or for 32 correspondence between such organizations and their customers, clients and other external parties. The overall style of letter will depend on the relationship between the parties concerned. Types of letters: 1. Acknowledgement ​letter: ​This type of letter is written when you want to acknowledge someone for his help or support when you were in trouble. The letter can be used to just say thanks for something you have received from someone, which is of great help to you. 2. Apology letter: ​An apology letter is written for a failure in delivering the desired results. If the person has taken up a task and he fails to meet the target then he apologizes and asks for an opportunity to improve in this type of letter. 3. Appreciation letter: ​An appreciation letter is written to appreciate some one's work in the organization. This type of letter is written by a superior to his junior. An organization can also write an appreciation letter to other organization, thanking the client for doing business with them. 4. Complaint letter: ​A complaint letter is written to show one that an error has occurred and that needs to be corrected as soon as possible. The letter can be used as a document that was used for warning the reader. 5. Inquiry letter: ​The letter of inquiry is written to inquire about a product or service. If you have ordered a product and yet not 33  received it then you can write a letter to inquire when you will be receiving it. 6. Order letter​: ​This letter is as the name suggests is used for ordering products. This letter can be used as a legal document to show the transaction between the customer and vendor. 7. Letter of recommendation: ​This type of letter is written to recommend a person for a job position. The letter states the positive aspects of the applicant's personality and how he/she would be an asset for the organization. Letter of recommendation is even used for promoting a person in the organization. 8. Format of business letter: Return Address Line 1 ​1 Return Address Line 2 Date (Month Day, Year) ​2 Mr./Mrs./Ms./Dr. Full name of recipient. ​3 Title/Position of Recipient. Company Name Address Line 1 Address Line 2 Dear Ms./Mrs./Mr. Last Name: ​4 Subject: Title of Subject ​5 34 Body Paragraph 1....................................................................................................................... Body Paragraph 2....................................................................................................................... Body Paragraph 3........................................................................................................................................................ ​6 Closing (Sincerely...), ​7 Signature ​8 Your Name (Printed) ​9 Your Title Enclosures (2) ​10 Typist Initials. ​11 The block format is the simplest format; all of the writing is flush against the left margin. 1.​Your address: the return address of the sender of the letter so the recipient can easily find out where to send a reply to. Skip a line between your address and the date. (Not needed if the letter is printed on paper with the company letterhead already on it.) 2.​Date​: put the date on which the letter was written in the format Month Day Year i.e. August 30, 2003. Skip a line between the date and the inside address (some people skip 3 or 4 lines after the date). 35 3.​Inside address: The address of the person you are writing to along with the name of the recipient, their title and company name, if you are not sure who the letter should be addressed to either leave it blank, but try to put in a title, i.e. "Director of Human Resources". Skip a line between the date and the salutation. 4.​Salutation​: Dear Ms./Mrs./Mr. Last Name:, Dear Director of Department Name: or To Whom It May Concern: if recipient's name is unknown. Note that there is a colon after the salutation. Skip a line between the salutations and the subject line or body. 5.​Subject line​ (optional): makes it easier for the recipient to find out what the letter is about. Skip a line between the subject line and the body. 6.​Body​: the body is where you write the content of the letter; the paragraphs should be single spaced with a skipped line between each paragraph. Skip a line between the end of the body and the closing. 7.​Closing​: Lets the reader know that you are finished with your letter; usually ends with Sincerely, Sincerely yours, Thank you, and so on. Note that there is a comma after the end of the closing and only the first word in the closing is capitalized. Skip 3-4 lines between the closing and the printed name, so that there is room for the signature. 8.​Signature​: your signature will go in this section, usually signed in black or blue ink with a pen. 9.​Printed name: the printed version of your name, and if desired you can put your title or 36 position on the line underneath it. Skip a line between the printed name and the enclosure. 10.​Enclosures: if letter contains other document other than the letter itself your letter will include the word "Enclosure." If there is more than one you would type, "Enclosures (#)" with the # being the number of other documents enclosed that doesn't include the letter itself. 11.​Reference initials: If someone other than yourself typed the letter you will include your initials in capital letters followed by the typist's initials in lower case in the following format; AG/gs or AG:gs. Annual report: An ​annual report​ is a comprehensive report on a ​company's​ activities throughout the preceding year.​ Annual reports are intended to give shareholders​ and other interested people information about the company's activities and financial performance. Most jurisdictions require companies to prepare and disclose annual reports, and many require the annual report to be filed at the company's registry. Companies listed on a ​stock exchange​ are also required to report at more frequent intervals (depending upon the rules of the stock exchange involved). Typically annual reports will include: Chairman's​ report CEO's​ report Auditor's​ report on corporate governance Mission statement Corporate governance​ statement of compliance 37  Statement of directors' responsibilities Invitation to the company's AGM Other information deemed relevant to stakeholders may be included, such as a report on operations for manufacturing firms or ​corporate social responsibility​ reports for companies with environmentally- or socially-sensitive operations. In the case of larger companies, it is usually a sleek, colorful, high gloss publication. 38