COMMUNICATION

SKILLS
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Unit 1: Communication Skills; Introduction

Business Communication
Definition

Business communication means sharing information, ideas, opinions, and instructions between
people in a business organization to achieve common goals, like making profits, improving
productivity, or satisfying customers.

➡ In simple words:
It’s the way people in a business talk, write, or share messages to do their work better.

Essential Features of Business Communication

1. Purposeful

o It always has a goal. Example: A manager sends a report to help in decision-making.

2. Two-way Process

o There is a sender and a receiver. The message must be understood by both.

3. Continuous

o Communication never stops in a business. Employees talk daily, managers send

updates, etc.

4. Clear and Simple

o Messages should be easy to understand. Avoid difficult words or confusing language.

5. Formal or Informal

o Formal: Official emails, reports, letters.

o Informal: Chatting on WhatsApp, quick verbal instructions.

Characteristics of Business Communication

• Accuracy – The message should be correct. Wrong info causes mistakes.

• Clarity – Use simple words so everyone understands.

• Timeliness – Send the message on time; late info is useless.

• Relevance – Share only what is needed. Extra details confuse people.

• Confidentiality – Keep sensitive information safe (e.g., salary details).

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2. Objectives of Communication

Why do we communicate in business? Here are the main reasons:

1. Information Sharing

o To inform employees, customers, or managers about rules, products, or plans.

2. Clarity and Understanding

o To make sure the receiver understands the message properly.

3. Decision Making

o Good communication gives accurate data for making the right decisions.

4. Building Relationships

o Helps to create trust between employees, managers, and customers.

5. Coordination

o Connects different departments so they work together smoothly.

6. Persuasion and Motivation

o To inspire employees to work hard or to convince customers to buy.

Statement: "Communication is a born quality."

• Partly true: Some people are naturally good at talking and expressing ideas.

• But it can be learned: Anyone can improve communication through practice, reading, and
training.

Statement: "Communication is the process of passing information and understanding from one
person to another."

• It means communication is complete only when the receiver understands the message the
same way the sender intended.
Example: If the boss says, “Submit the report by 5 PM,” and the employee understands it
correctly, communication is successful.

3. Essential Elements of Effective Communication

• Clarity: Use simple, clear words.

• Completeness: Include all necessary details.

• Conciseness: Be brief but meaningful.

• Feedback: Check if the receiver understood correctly.

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• Correct Channel: Use the best medium (email, meeting, phone).

• Politeness & Tone: Be respectful and professional.

• Timeliness: Deliver on time for action.

4. Communication Process & Elements

Steps in Process

1. Sender: Person who starts the message.

2. Message: Information or idea to be shared.

3. Encoding: Converting idea into words, symbols, or signs.

4. Channel: Medium (email, phone, face-to-face).

5. Receiver: Person who gets the message.

6. Decoding: Understanding the message.

7. Feedback: Response from receiver.

8. Noise: Anything that distorts the message (e.g., poor network, unclear language).

5. Importance of Business Communication

Business communication is like the lifeline of any organization, just as blood is essential for the
human body. Without proper communication, no business can run effectively because it connects
people, departments, and external parties like customers, suppliers, and stakeholders.
Let’s understand why it is so important:

Why Business Communication is Important

1. Smooth Operations

o Every activity in a business—planning, production, sales—needs communication.

o For example, if the production department doesn’t inform the purchase department
about raw material shortages, work will stop.

2. Better Decision Making

o Managers depend on accurate information to make decisions.

o Example: Before launching a new product, the marketing team sends reports to
management for approval.

3. Building Good Relations

o Open and clear communication builds trust among employees and between the
business and its customers.

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o Example: A company that answers customer queries quickly will have loyal
customers.

4. Increases Efficiency

o When instructions are clear, employees make fewer mistakes and work faster.

o Example: Sending a detailed project email avoids confusion later.

5. Employee Motivation and Morale

o Positive communication motivates employees.

o Managers use meetings, emails, and recognition messages to encourage workers.

6. Strong Brand Image

o Businesses that communicate clearly and politely with customers create a good
reputation.

o Example: Professional emails and social media updates reflect a strong brand.

Importance for Managers

Communication is not just important for employees; it is critical for managers because:

• Planning
Managers must communicate plans and policies to employees so everyone knows what to
do.

• Organizing
Departments need coordination, which is possible only through proper communication
channels.

• Leading and Motivating

Good leaders use effective communication to inspire employees to achieve targets.

• Controlling and Problem-Solving

Managers receive reports, analyze issues, and provide solutions through communication.

• Conflict Resolution
Misunderstandings happen in business. Communication helps resolve conflicts by promoting
clarity and understanding.

In short: Business communication ensures that every person in the organization knows their role
and responsibilities, works in coordination, and helps the business achieve its goals efficiently.

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Barriers to Communication
Communication sounds simple, but in reality, many obstacles can prevent the message from being
properly understood. These obstacles are called barriers to communication. They can occur at any
stage of the communication process and lead to confusion, misunderstandings, and poor decisions.

Types of Barriers

1. Physical Barriers

• These are obstacles in the environment or surroundings that block communication.

• Examples:

o Long distance between sender and receiver.

o Noise in the background.

o Poor internet connection during a virtual meeting.

2. Language Barriers

• When the sender and receiver don’t share a common language or the message uses difficult
words, communication fails.

• Examples:

o Using technical jargon with non-technical people.

o Poor grammar or spelling mistakes in emails.

3. Psychological Barriers

• Emotions, attitudes, and mindset of people can affect communication.

• Examples:

o A stressed employee may not listen properly.

o Prejudices like “He never gives good ideas” can cause ignoring messages.

4. Organizational Barriers

• Problems within the company structure or hierarchy that delay or block communication.

• Examples:

o Too many layers of management → message gets distorted.

o Lack of proper communication channels.

5. Cultural Barriers

• Differences in customs, traditions, and social values can create misunderstanding.

• Examples:

o In some cultures, direct eye contact shows confidence; in others, it is considered

rude.

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o Gestures may have different meanings across countries.

6. Perceptual Barriers

• When people interpret the same message differently based on their thinking or experience.

• Example:

o A manager says, “We need to improve performance,” and one employee feels
encouraged while another feels criticized.

Suggestions to Overcome Barriers

1. For Physical Barriers

• Use proper technology (good internet, quality audio/video tools).

• Choose a quiet location for important meetings.

• Reduce physical distance by using virtual meetings.

2. For Language Barriers

• Use simple and clear language.

• Avoid jargon and technical terms unless necessary.

• Translate documents when communicating with people who speak different languages.

3. For Psychological Barriers

• Develop a positive attitude and empathy.

• Listen actively without judging.

• Provide counseling or stress management programs in the workplace.

4. For Organizational Barriers

• Simplify hierarchy and avoid too many communication layers.

• Set up clear channels like emails, official chat groups, and meetings.

• Encourage open-door policy so employees can approach managers freely.

5. For Cultural Barriers

• Train employees on cultural sensitivity and diversity.

• Use universally accepted signs and gestures in international communication.

• Avoid slang or idioms that may confuse people from different backgrounds.

6. For Perceptual Barriers

• Confirm understanding by asking for feedback.

• Use examples or visuals to explain messages clearly.

• Encourage two-way communication rather than just giving orders.

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Unit 2: Public Speech; GD, Seminar and Conference

Definition

Public speech (or public speaking) means delivering a speech to a group of people with the purpose
of informing, persuading, motivating, or entertaining them.
It is an important communication skill in business, education, and leadership because it helps
influence others and share ideas effectively.

Features of Public Speech

• Audience-focused: The main aim is to address and connect with listeners.

• Prepared and Structured: A good speech has a beginning, middle, and end.

• Purpose-driven: Every speech has a goal—inform, persuade, or entertain.

• Formal in Nature: Usually uses proper language, tone, and posture.

Guidelines for Composition of a Public Speech

When writing (composing) a public speech, follow these steps:

A. Understand Your Audience

• Know their age, background, interest level.

• Use examples they can relate to.

B. Define Your Purpose

• Are you informing, persuading, motivating, or entertaining?

C. Structure the Speech

1. Introduction

o Grab attention with a quote, question, or story.

o State the purpose clearly.

2. Body

o Present main points in a logical order.

o Use facts, examples, and visuals.

3. Conclusion

o Summarize key points.

o End with a strong message or call to action.

D. Use Simple Language

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• Avoid complex words or jargon.

E. Add Examples and Stories

• Real-life examples make the speech interesting.

F. Keep it Concise

• Time is important. Stick to the main points.

Types and Purposes of Speeches

A. According to Purpose

1. Informative Speech

o To provide knowledge or facts.

o Example: A teacher explaining a topic.

2. Persuasive Speech

o To convince the audience to agree or take action.

o Example: A sales pitch for a new product.

3. Motivational Speech

o To inspire and encourage.

o Example: A leader motivating the team.

4. Entertainment Speech

o To amuse and entertain.

o Example: A stand-up comedy show.

B. According to Delivery

1. Prepared Speech

o Written and practiced before delivery.

2. Impromptu Speech

o Delivered without preparation.

3. Extempore

o Short preparation given just before speaking.

Guidelines for Preparing a Speech

• Analyze the audience and occasion.

• Research your topic thoroughly.

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• Prepare an outline with key points.

• Use visual aids (slides, charts) for clarity.

• Practice loudly and clearly multiple times.

• Time your speech to avoid going over the limit.

Delivery Skills of a Good Speaker

A great speech is not just about words; how you deliver it matters most.

Key Delivery Skills

1. Clear Voice

o Speak loudly enough for everyone to hear.

o Avoid mumbling.

2. Proper Speed

o Don’t rush; keep a natural pace.

3. Good Pronunciation

o Pronounce words correctly for clarity.

4. Eye Contact

o Look at the audience, not at the floor or ceiling.

5. Confident Posture

o Stand straight, avoid nervous movements.

6. Use of Gestures

o Use hand movements naturally, not excessively.

7. Avoid Reading Entirely

o Use notes, but don’t read everything.

8. Engage the Audience

o Ask questions, tell stories, or use humor.

9. Voice Modulation

o Change tone and pitch to avoid monotony.

10. Control Nervousness

o Take deep breaths, practice before the event.

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Main Principles of Public Speech or Oral Presentation

• Clarity: Speak clearly and simply.

• Brevity: Keep it short and relevant.

• Organization: Logical flow – introduction, body, conclusion.

• Audience Orientation: Talk according to audience interest.

• Preparation: Research and practice thoroughly.

• Confidence: Speak with assurance.

• Use of Visual Aids: To make speech interesting and easy to understand.

• Feedback: Encourage and respond to audience reactions.

Chairman's Speech

A Chairman’s Speech is an address delivered by the chairman of an organization, usually at annual

general meetings (AGM), company events, conferences, or special occasions.
It reflects the organization’s performance, achievements, challenges, and future plans.
The speech sets the tone for the meeting and builds trust among shareholders, employees, and
stakeholders.

Features of Chairman’s Speech

• Formal in nature: It follows a professional tone and structure.

• Informative: It provides updates on company performance and strategy.

• Purpose-driven: It aims to inspire confidence among stakeholders.

• Forward-looking: It mentions future goals and commitments.

Subject Matter of Chairman’s Speech

The content of a chairman’s speech usually includes the following points:

1. Greeting and Welcome

o Welcome members, shareholders, and guests.

2. Introduction

o State the purpose of the meeting or event.

3. Company Performance

o Present financial highlights, profits, growth, and key achievements during the year.

4. Challenges Faced

o Briefly mention major problems and how the company handled them.

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5. Future Plans

o Outline the company’s strategies, targets, and goals for the coming year.

6. Acknowledgments

o Thank shareholders, employees, and stakeholders for their support.

7. Closing Remarks

o End on a positive note with confidence in the company’s growth.

Specimen of a Chairman’s Speech

Chairman’s Speech at the Annual General Meeting

(Sample)

Good Morning, Ladies and Gentlemen,

It gives me immense pleasure to welcome all the shareholders and members present today at our
Annual General Meeting. I thank you for taking the time to join us and for your continuous trust in
our company.

The past year has been both challenging and rewarding. Despite global uncertainties and market
fluctuations, our company achieved a 10% growth in revenue and expanded our presence in two
new markets. We successfully launched three innovative products that received positive customer
feedback.

However, we also faced challenges in supply chain management and rising costs, but through
efficient planning and teamwork, we managed to overcome these issues.

Looking ahead, our focus will be on digital transformation, sustainability, and customer-centric
solutions. We are confident that with your continued support and the dedication of our employees,
we will achieve even greater success in the coming year.

Before I conclude, I would like to express my sincere gratitude to our employees for their hard work,
and to our shareholders for their trust and confidence. Together, we will continue to move forward
and create value for everyone.

Thank you, and I wish you all a successful and prosperous year ahead.

Key Qualities in This Speech:

• Simple and polite language

• Brief but informative

• Shows confidence and appreciation

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Group Discussion
Meaning

A Group Discussion (GD) is a formal, structured conversation where a small group of people (usually
6–12) discuss a given topic or problem for a specific time, often 15–30 minutes.
The aim is to share ideas, exchange opinions, and reach a conclusion or decision collectively.

Objectives of Group Discussion

• To generate ideas and explore different viewpoints.

• To evaluate participants’ communication and leadership skills (common in interviews).

• To solve problems collectively by pooling knowledge.

Techniques of Group Discussion

For a GD to be successful, certain techniques should be followed:

1. Preparation

• Understand the topic well.

• Collect facts, examples, and statistics in advance if possible.

2. Participation

• Speak confidently and clearly.

• Do not dominate; give others a chance.

• Listen actively to others’ points.

3. Logical Presentation

• Organize your ideas:

o Introduction – Define the topic.

o Body – Share opinions with examples.

o Conclusion – Summarize key points.

4. Respect for Others

• Don’t interrupt others.

• Appreciate good points made by others.

5. Leadership

• Encourage silent members to speak.

• Bring the discussion back on track if it deviates.

Tips:

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• Avoid arguing aggressively.

• Maintain positive body language.

• Stay relevant to the topic.

"Group decisions are not always good."

Comment

Yes, this statement is true to some extent.

Advantages of Group Decisions:

• Different ideas and perspectives → Better solutions.

• Collective responsibility → Shared accountability.

• Encourages teamwork.

Disadvantages of Group Decisions:

• Time-consuming – Takes longer than individual decisions.

• Dominance – Some members may dominate the discussion.

• Groupthink – Members may agree just to avoid conflict, leading to poor decisions.

• Lack of accountability – Hard to fix responsibility if the decision fails.

Conclusion:
Group decisions can be effective if conducted properly with clear objectives and participation from
all. Otherwise, they can lead to confusion or wrong choices.

Conference

A conference is a formal meeting of people (within or outside the organization) to discuss and
exchange information, make plans, or solve problems on a specific subject.
It can be:

• Internal Conference: Within the company (e.g., strategy meeting).

• External Conference: With customers, partners, or industry experts.

Importance of a Conference

• Encourages face-to-face interaction for better understanding.

• Helps in problem-solving and decision-making.

• Builds team spirit and coordination.

• Useful for training and knowledge sharing.

• Builds relationships with stakeholders and clients.

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Essentials of an Effective Conference

To make a conference successful, follow these steps:

Before the Conference

1. Clear Objective

o Define the purpose (e.g., launch, review, strategy).

2. Agenda Preparation

o Prepare a list of topics to be discussed.

3. Selection of Participants

o Invite only relevant people.

4. Venue and Time

o Choose a comfortable place and convenient time.

5. Pre-circulation of Agenda

o Send the agenda and required documents to participants in advance.

During the Conference

1. Proper Leadership

o Chairman should control the meeting and keep it on track.

2. Participation

o Give everyone a chance to speak.

3. Time Management

o Avoid unnecessary discussion.

4. Note Taking

o Record important points and decisions.

After the Conference

1. Minutes of Meeting

o Send written summary to all participants.

2. Follow-up Action

o Ensure decisions are implemented.

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Seminar
A seminar is a formal academic or business meeting where a topic is discussed in detail by an expert,
followed by interaction with participants.
It is mainly educational in nature, focused on knowledge sharing.

Features

• Usually involves one or more speakers (experts).

• Audience listens, learns, and asks questions.

• Topics can be related to business, education, research, or technology.

Purpose

• To spread knowledge on a particular subject.

• To develop new ideas through discussion.

• To train people on specialized topics.

Press Conference
A press conference is a meeting organized by a company, government, or celebrity to share
important news or announcements with the media.
It allows journalists to ask questions and clarify details.

When is it used?

• Product launches.

• Company results or achievements.

• Crisis situations or clarifications.

• Political or celebrity announcements.

Essentials

• Prepare a press note with key points.

• Choose a convenient time and venue.

• Be ready for media questions.

Workshop
A workshop is a training session where participants learn by doing.
It is highly practical and interactive, unlike seminars which are more theoretical.

Features

• Usually small groups (10–30 people).

• Hands-on activities and exercises.

• Focus on developing a specific skill (e.g., leadership, coding, public speaking).

Purpose

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• To improve skills through practical experience.

• To solve real-life problems collaboratively.

Do’s and Don’ts of Group Discussion

Do’s

1. Be Confident and Polite

o Speak clearly and confidently.

2. Listen Actively

o Pay attention to others’ points.

3. Contribute Meaningfully

o Share facts, examples, and logical ideas.

4. Maintain Positive Body Language

o Sit straight, make eye contact.

5. Encourage Others

o Invite silent members to speak.

Don’ts

1. Do Not Interrupt

o Wait for your turn to speak.

2. Avoid Aggressive Behavior

o No shouting or arguing harshly.

3. Don’t Go Off-Topic

o Stick to the subject.

4. Avoid Dominating the Discussion

o Give equal chance to others.

5. Don’t Ignore Others’ Views

o Respect all opinions.

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Unit 3: Non-Verbal Communication; Listening and Hearing

Non-Verbal Oral Communication?

Non-verbal communication means communicating without words, using signs, gestures, facial
expressions, body posture, and tone of voice.
It plays a big role in conveying emotions and attitudes in both personal and business
communication.

Example: Smiling while greeting a client shows friendliness, even without saying a word.

Types of Communication Counted Mainly as Non-Verbal

1) Body Language (Kinesics) Gestures, posture, facial expressions, and eye contact.

2) Para Language Tone, pitch, speed, and volume of speech.

3) Sign Language Symbols, signs, signals, and visual aids.

4) Visual Communication Charts, graphs, pictures, and presentations.

5) Proxemics Use of personal space and physical distance.

6) Appearance Dress code, grooming, and physical presentation.

Importance:
Non-verbal cues support or contradict verbal messages. For example, saying “I’m happy” with a sad
face creates confusion.

Body Language

Body language refers to non-verbal communication through body movements, including facial
expressions, gestures, eye contact, posture, and overall physical appearance.

Example:

• Nodding → Agreement

• Crossed arms → Defensiveness

Merits of Body Language

• Universal Understanding
Basic emotions like happiness or anger are easily understood worldwide.

• Quick Expression
A smile or gesture conveys meaning instantly.

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• Supports Verbal Message
Adds clarity and emotional tone to speech.

• Helpful When Language Barrier Exists

Useful in multinational environments.

Demerits of Body Language

• Can Be Misinterpreted
Different cultures interpret gestures differently.

• Limited Information
Cannot replace detailed verbal communication.

• Lack of Record
Body movements cannot be documented for future reference.

Aspects/Mediums of Body Language

1. Facial Expressions – Smile, frown, raised eyebrows.

2. Gestures – Movement of hands and arms.

3. Posture – Standing or sitting style.

4. Eye Contact – Shows confidence and attentiveness.

5. Appearance – Dressing and grooming.

6. Proximity – Physical distance during interaction.

Para Language

Paralanguage refers to the vocal elements of speech that accompany words, such as tone, pitch,
speed, volume, and emphasis.
It shows emotion and attitude behind the words.

Example:
Saying “Really?” in a high pitch shows surprise; in a low tone, it shows doubt.

Main Factors of Para Language

1. Tone of Voice – Friendly or rude tone changes meaning.

2. Pitch – High or low pitch indicates excitement or seriousness.

3. Volume – Loud voice shows anger; soft voice shows politeness.

4. Speed of Speech – Fast speed indicates urgency; slow speed may indicate sadness.

5. Pauses and Silence – Can emphasize a point or create suspense.

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Merits of Para Language

• Adds Emotion to words.

• Clarifies Meaning (Sarcasm, joy, anger).

• Improves Understanding of attitude.

Demerits of Para Language

• Can Mislead if tone is misunderstood.

• Culture-Specific – Tone and speed norms vary across countries.

• Cannot Replace Words – Needs verbal support.

Sign Language

Sign language uses visual or audio signs to communicate messages.

It is often used when verbal communication is not possible, such as for hearing-impaired people,
traffic signals, or emergency warnings.

Types of Sign Language

1. Visual Signs

o Examples: Traffic lights, hand signals, safety signs.

2. Audio Signs

o Examples: Sirens, alarms, bells, or announcements.

Merits of Visual and Audio Sign Language

• Quick and Clear – Easily noticed.

• Helpful in Noisy Areas (visual signs).

• Essential for Safety – Sirens and signals prevent accidents.

Demerits of Visual and Audio Sign Language

• Limited Information – Cannot convey detailed messages.

• Dependence on Senses – Visual signs fail in darkness; audio signs fail in noisy environments.

• No Emotional Tone – Cannot express feelings.

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Effective Listening
Effective listening means fully focusing on the speaker’s words, understanding the message, and
responding thoughtfully.
It is not just hearing sounds but understanding, interpreting, and giving feedback.

➡ Example: In a meeting, an effective listener takes notes, asks relevant questions, and avoids
distractions.

Objectives of Effective Listening

1. Understand the Message Clearly

Avoid misinterpretations and ensure correct meaning.

2. Build Better Relationships

Shows respect and empathy toward the speaker.

3. Gather Accurate Information

Useful in decision-making and problem-solving.

4. Improve Communication
Reduces chances of conflict and confusion.

5. Increase Productivity
Helps complete tasks accurately and quickly.

Types of Listening

1. Active Listening Full attention with feedback (nodding, asking questions).

2. Passive Listening Hearing without much response or engagement.

3. Critical Listening Analysing and evaluating the message logically.

4. Appreciative Listening Listening for enjoyment (music, speeches).

5. Empathetic Listening Understanding feelings and emotions of the speaker.

Barriers to Effective Listening

1. Physical Barriers – Noise, poor seating, bad audio quality.

2. Psychological Barriers – Stress, prejudice, lack of interest.

3. Language Barriers – Complex words, jargon, accents.

4. Distractions – Checking phone, multitasking.

5. Prejudgment – Forming opinions before the speaker finishes.

6. Poor Listening Habits – Interrupting, daydreaming.

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Process of Listening

1. Receiving – Hearing the message.

2. Understanding – Interpreting meaning.

3. Evaluating – Analyzing facts and ideas.

4. Responding – Giving feedback (verbal or non-verbal).

5. Remembering – Retaining the information for future use.

Principles of Effective Listening

• Be Attentive – Focus on the speaker.

• Avoid Interruptions – Let the speaker finish.

• Show Interest – Nod, smile, or say “I see”.

• Avoid Prejudices – Keep an open mind.

• Give Feedback – Ask questions or summarize.

• Control Emotions – Stay calm even if you disagree.

Problems in Listening

• Lack of concentration.

• Overload of information.

• Short attention span.

• Prejudices and assumptions.

• External noise and interruptions.

Skills for Better Listening

1. Maintain Eye Contact – Shows attention.

2. Avoid Distractions – Keep phone aside.

3. Show Positive Body Language – Nod, smile.

4. Ask Questions – Clarify doubts.

5. Take Notes – For important points.

6. Be Patient – Don’t rush to respond.

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Suggestions for Effective Listening

• Sit in a quiet environment.

• Control your emotions and biases.

• Focus on the main idea, not minor details.

• Paraphrase the speaker’s points for confirmation.

• Practice active listening regularly.

Basic Points for Effective Listening

1. Stop talking while listening.

2. Show that you want to listen.

3. Remove distractions (mobile, noise).

4. Put the speaker at ease.

5. Be patient; don’t interrupt.

6. Keep an open mind.

7. Avoid jumping to conclusions.

8. Listen for ideas, not just words.

9. Ask questions if unclear.

10. Give feedback to confirm understanding.

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Unit 4: Drafting Notices, Agendas, Minutes; Job Application

Drafting
Drafting means preparing written documents in a clear, correct, and legally valid manner.
In business, it includes letters, reports, notices, minutes, agreements, and legal documents.

Things to Keep in Mind for a Good Draft

1. Clarity and Simplicity

o Use simple, easy-to-understand language.

2. Accuracy

o Facts, figures, and names should be correct.

3. Completeness

o Include all necessary details.

4. Legal Validity

o Follow the required format as per law.

5. Proper Language and Tone

o Maintain a formal and professional tone.

6. Logical Order

o Present information step-by-step.

7. Avoid Ambiguity

o Message should not be confusing.

Meeting Agenda

An Agenda is a list of topics or items to be discussed in a meeting, arranged in a proper order.

It helps participants prepare in advance and ensures the meeting runs smoothly.

Factors to Consider While Preparing an Agenda

1. Purpose of the Meeting – Identify main objectives.

2. Order of Importance – Arrange items logically (important first).

3. Time Allocation – Estimate time for each item.

4. Clarity – Use clear and short titles for each point.

5. Legal Requirements – Include statutory items for official meetings.

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Annual General Meeting (AGM)

Meaning

The Annual General Meeting (AGM) is a meeting of shareholders of a company held once every
year to discuss company performance, approve accounts, and make key decisions.

Structure of AGM Agenda

NOTICE OF ANNUAL GENERAL MEETING

(As per Companies Act)

Agenda:

1. To read and confirm the Minutes of the previous AGM.

2. To receive, consider, and adopt the Annual Report and Audited Accounts.

3. To declare Dividend.

4. To appoint Directors retiring by rotation.

5. To appoint Auditors and fix their remuneration.

6. Any other business with the permission of the Chair.

Statement of AGM

• Date, Time, and Venue of Meeting.

• Number of Members Present.

• Decisions Taken on Each Agenda Item.

General Rules of Law and Procedure for Company Meetings

1. Proper Notice – Minimum 21 clear days’ notice to all members.

2. Quorum – Minimum number of members must be present (as per law).

3. Agenda and Documents – Circulate in advance.

4. Chairperson – Conducts the meeting fairly.

5. Voting – By show of hands or poll as per rules.

6. Recording Minutes – Summary of decisions taken.

7. Compliance with Companies Act – Follow all statutory provisions.

Specimen of Notice of Annual General Meeting

ABC Ltd.
NOTICE OF 15th ANNUAL GENERAL MEETING

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Notice is hereby given that the 15th Annual General Meeting of ABC Ltd. will be held on Monday,
5th August 2025 at 11:00 AM at the Registered Office of the Company to transact the following
business:

Agenda:

1. To read and confirm the Minutes of the last AGM.

2. To receive and adopt the Directors’ Report and Audited Accounts.

3. To declare Dividend.

4. To appoint Directors retiring by rotation.

5. To appoint Auditors and fix their remuneration.

By Order of the Board

(Signature)
Company Secretary
Date: 10th July 2025
Place: Indore

Minutes

Minutes are the written record of the proceedings of a meeting, showing the decisions taken.

Essential Particulars in Minutes

1. Name of the Company.

2. Type of Meeting (AGM, Board Meeting).

3. Date, Time, and Venue.

4. Names of Members Present.

5. Agenda Items and Resolutions Passed.

6. Signature of Chairperson.

Types of Minutes

1. Minutes of Resolution – Only resolutions recorded.

2. Minutes of Narration – Full summary of discussion and decision.

Specimen Minutes of AGM

Minutes of the 15th Annual General Meeting of ABC Ltd.

Held on: 5th August 2025 at 11:00 AM at Registered Office.
Chairperson: Mr. Rajesh Sharma.

Members Present: 50 shareholders.

Agenda & Resolutions:

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1. Minutes of Last AGM: Read and confirmed.

2. Adoption of Accounts: The Balance Sheet and Profit & Loss Account were approved.

3. Dividend: 20% dividend declared.

4. Appointment of Directors: Mr. Amit Mehta reappointed.

5. Appointment of Auditors: XYZ & Co. appointed as Auditors for next year.

Vote of Thanks: Proposed by Mr. Suresh Gupta.

(Signature)
Chairperson

Application for Job or Employment

A job application is a formal written request sent by a candidate to an employer expressing interest
in a specific job position.
It usually includes personal details, educational qualifications, work experience, and reasons for
applying.

➡ Purpose:

• To introduce yourself to the employer.

• To highlight qualifications and skills relevant to the job.

• To request an interview or job opportunity.

Structure of a Job Application

A job application typically has two parts:

1. Covering Letter (Application Letter)

2. Bio-data / Resume / CV (attached separately)

Format of Application Letter

1. Sender’s Address

2. Date

3. Receiver’s Address (Employer)

4. Subject

5. Salutation (e.g., Dear Sir/Madam)

6. Body of the Letter:

o Introduction: State the position applied for.

o Qualifications: Educational and professional details.

o Experience and Skills: Related to the job.

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o Request for Interview: Show willingness for further discussion.

7. Closing (Yours faithfully, Name, Signature)

Characteristics of a Good Job Application

1. Clarity and Simplicity – Use clear and formal language.

2. Correct Information – No false details.

3. Brevity – Short and to the point.

4. Politeness and Professional Tone – Avoid casual language.

5. Specificity – Mention the post and reference (if any).

6. Attractive but Formal Presentation – Neat and well-structured.

7. Error-Free – No spelling or grammar mistakes.

Sample Application for the Post of Lecturer in a College

Sender’s Address:
12, Shakti Nagar,
Indore – 452001

Date:
15th July 2025

To
The Principal,
ABC College,
Indore

Subject: Application for the Post of Lecturer in Commerce

Respected Sir/Madam,

With reference to your advertisement published in The Times of India dated 10th July 2025, I wish to
apply for the post of Lecturer in Commerce in your esteemed college.

I hold a Master’s Degree in Commerce ([Link]) from Devi Ahilya Vishwavidyalaya with first division.
I have also qualified UGC-NET in Commerce and possess good knowledge of accounting, business
management, and research methodology.

I have two years of teaching experience as an Assistant Lecturer at XYZ College, Indore. I am
passionate about teaching and believe in interactive learning methods to make concepts easy for
students.

I enclose my resume and copies of certificates for your kind consideration. I would be grateful if you
could provide me with an opportunity to appear for an interview.

Thank you for your time and consideration.

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Yours faithfully,
(Signature)
Amit Sharma

Enclosures:

• Resume

• Certificates

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Unit 5: Business Correspondence; Business Letters

Business Letters?

A business letter is a formal written message exchanged between two parties in a business context,
such as between a company and its clients, suppliers, banks, or government departments.

➡ Example: Letter of inquiry, complaint, order, quotation, appointment, etc.

Need and Objectives of Business Letters

Need

• Businesses need written communication for official, permanent records, legal proof, and
formal interaction.

Objectives

1. Provide Information – Share details about products, prices, terms.

2. Create Goodwill – Maintain friendly relations.

3. Persuasion – Encourage purchase or cooperation.

4. Record Keeping – Legal and future reference.

5. Save Time & Cost – Written letters are efficient and reach far.

Writing Skill

Writing skill is the ability to express ideas clearly, accurately, and effectively in written form.

Qualities Necessary for a Letter Writer

1. Clarity – Ideas should be clear.

2. Conciseness – Avoid unnecessary words.

3. Correctness – No spelling or grammar mistakes.

4. Politeness – Maintain courtesy.

5. Logical Flow – Arrange ideas in proper order.

Things to Keep in Mind While Writing a Letter

• Use simple and formal language.

• Mention purpose clearly in the opening.

• Be polite and positive.

• Avoid jargon and ambiguity.

• Follow a proper format and structure.

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Essentials of an Effective Business Letter

1. Clarity – Purpose should be easily understood.

2. Accuracy – Correct facts and figures.

3. Completeness – Include all required details.

4. Courtesy – Respectful tone.

5. Conciseness – Short but meaningful.

6. Neatness – Well-formatted and readable.

7. Promptness – Reply letters on time.

8. Relevance – Stick to the main subject.

Qualities of a Good Commercial Business Letter

• Attractive appearance – Clean layout and proper spacing.

• Specificity – Direct to the point.

• Persuasiveness – Motivates action.

• Tactful and courteous tone – Builds goodwill.

• Correct Language – No errors.

• Adaptation – Tailored to reader’s needs.

Format of a Business Letter

1. Sender’s Address
(Top left or right)

2. Date

3. Receiver’s Address

4. Subject Line (in brief)

5. Salutation

o Dear Sir/Madam

6. Body of the Letter

o Introduction – Reason for writing.

o Main Content – Details, explanation.

o Conclusion – Polite ending, action expected.

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7. Complimentary Close

o Yours faithfully / sincerely

8. Signature and Name

9. Enclosures (if any)

Letters of Enquiry, Quotation, and Orders

(a) Letter of Enquiry

A letter of enquiry is written by a buyer to a seller to ask for information about goods or services like
price, quality, terms of payment, and delivery.

(b) Letter of Quotation

A letter of quotation is a reply sent by a seller to a buyer, providing details of prices, terms, and
conditions as per the enquiry.

(c) Letter of Order

A letter of order is sent by the buyer to the seller to place an order for goods after finalizing the
terms.

Things to Keep in Mind While Writing

• Clarity: Mention exact requirements.

• Politeness: Use courteous tone.

• Completeness: Include all details like quantity, quality, delivery.

• Formal Language: Avoid casual expressions.

• Correctness: Check spelling, figures, and terms.

Letters of Reference and Letters of Credit

(a) Letter of Reference

• A reference letter is a written confirmation about the financial stability, character, or

reputation of a person or firm.

• Usually requested when a buyer applies for credit from a seller.

(b) Letter of Credit

• A letter of credit is a bank-issued document that guarantees the seller will receive payment
if terms of the transaction are met.

• Mostly used in international trade.

Things to Keep in Mind

• Always be truthful in references.

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• Use formal and polite language.

• Mention only verified facts.

• In a credit letter, clearly state limit, terms, and conditions.

Complaint Letter
A complaint letter is written by a buyer to a seller (or a customer to a company) to inform about
defective goods, delay in delivery, wrong quantity, or poor service, and to request corrective action.

Causes of Complaint Letters

1. Defective or damaged goods

2. Delay in delivery

3. Wrong quantity or items

4. Poor service or behavior

5. Billing errors or overcharging

6. Loss or damage during transport

Complaint is an Unseen Helper

• A complaint alerts the seller about mistakes.

• It helps improve quality and service.

• Maintains business relationships by solving problems instead of losing customers silently.

Points to Keep in Mind While Writing Complaint Letters

1. Clarity – Mention the problem clearly.

2. Politeness – Avoid harsh language; be courteous.

3. Details – Include invoice number, date, quantity, etc.

4. Evidence – Attach documents or proof if needed.

5. Suggestion for Action – Replacement, refund, or correction.

6. Conciseness – Short and to the point.

Essentials of a Complaint Letter

• Date and reference of order/invoice

• Description of complaint

• Expected solution

• Courteous language

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Circular Letter

A circular letter is a letter sent to many people at the same time to announce important business
information like:

• Opening a new branch

• Change of address or management

• New products or services

• Price changes or offers

Objectives of Circular Letters

1. Inform about a change or new development.

2. Create goodwill among customers.

3. Promote sales and attract attention.

Situations That Need Circular Letters

• Opening of a new branch

• Change of address or ownership

• Appointment of new partners

• Expansion of business

• New product launch

Considerations for Writing Circular Letters

• Polite and positive tone

• Short and attractive message

• Highlight benefits to readers

• Include essential details (date, location, offers)

• Neat and well-designed for multiple recipients

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