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					WRITTEN COMMUNICATION
COM 210 Group Assignment – Information Manual Faculty: Mrs. Meena Mehta Words:

Submitted by: Ankur Sharma Chanpreet Singh Dhillon Dinesh Kumar

Friday, April 18, 2008

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Internal Information Manual

Not to be circulated outside the organization

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Company Information
Simplified Business Solutions Inc. (SBS) was established in 1998, by Mrs. Meena Mehta who wanted to conceptualize her vision to close the gap that was present for most company in terms of improving processes at their organizations and finding solutions for their daily operations, thus becoming efficient.

Mrs. Meena Mehta wanted to create a company that not just provided solutions for businesses, but provided "Simplified" business solutions that companies could implement without many delays. In just 10 years, SBS has becoming an Indian phenomenon with over 3000 employees and with a turnover of over $ 2 billion.

The core function of SBS is to provide solutions in many parts of their operations and processes such as improving infrastructure, cutting down on process handling gaps, up gradation of information technology and consultation.

SBS has achieved such great heights, and the success of this company has been due to the various norms, values, culture, corporate governance, and mostly importantly the structure that everyone is expected to adapt to and evolve.

As a new employee, we want to welcome you to our organization, and we hope this manual which talks about the company, its strategy, our structure, and the company's communication methods and their formats.

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Information Manual Objective
This manual has been divided in two categories: Methods we use for non verbal communication, and their formats, and our verbal communication norms.

Written Communication
This section is primarily for the administration department, as the majority of their communication is performed in the written form. This section covers the company followed formats for memo, emails, proposals, and letters. This manual also features various examples of these communication methods that would help to understand and get a gist of the formats.

Tips to write a good Business letters
1. Return address of the letter writer. 1600 Main Street Springfield, Kansas 12345

2. The date of the letter. This is usually typed in one of two ways: (Begin with the day, no comma) 15 January 2006 OR (Begin with the month; use a comma) December 1, 2006 3. Complete name, title, and address of the recipient. Use "Mr." for a male recipient. If you do not know how a female recipient prefers to be addressed, it is best to use "Ms." Ms. Anna Brown, Chair Department of Linguistics

6 Right State University 1415 University Drive Felicity, OH 45434 4. Salutation with a colon. Dear Ms. Brown: 5. Body of the letter. It is best to keep an initial business letter short. Business people are busy and do not have time to read long letters! In a one-page letter, you will usually only need three or four paragraphs, single spaced. Use a double space in between paragraphs. 6. Closing. The most common closing is "Sincerely." Follow this with a comma. Skip four single lines after the closing and type your name. Sign your name in the space above your name. Sincerely,

Jonathan Wilson

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BUSINESS LETTER (Sample)
S.B.S Company Sector 42, Business Global Park Gurgaon (122001), Haryana April 18, 2008 Hewlett Packard Company Sector 18, Electronic city Gurgaon (122001), Haryana

Dear Customer Service Representative We recently purchased two Xerox Machines (Model #47485 & #48765) for our company. Unfortunately, after viewing the components that came with the products, we discovered that four of the parts were missing. Also, the instructions that came with the printers are in Chinese and French, but not in English, the language we understand. These two unforeseen problems have resulted in the Xerox Machine remaining unassembled and of no use for our company. We are writing to request replacements for the missing parts, and a copy of the full set of assembly instructions (in English) for the models we purchased. If reasonable arrangements are not made within two days, we will return the Xerox Machines to the store we purchased them from and expect a full refund. To assist you in processing our request, we are including a copy of our sales receipt and a list of the missing parts. We have purchased other products from your company in the past, and have always been impressed with the quality and performance that Hewlett Packard has made available to its customers. We sincerely hope this is a one-time incident, and that any future purchases we make will live up to the standard my company has come to expect from your company. Sincerely,

M.S Sharma

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Business Email Writing
The following are some tips to help you when you are writing business letters through email.  A heading is not necessary in an email (your return address, their address, and the date)  Use a descriptive subject line  Avoid using an inappropriate or silly email, register a professional sounding address if you don't have one  Use simple formatting, keep everything flush with the left margin; avoid special formatting and tabs  Keep your letter formal, just because it's an email instead of a hard copy is no excuse for informality (don't forget to use spell check and proper grammar)  Try to keep your letter less than 80 characters wide, some email readers will create line breaks on anything longer and ruin the formatting  If possible avoid attachments unless the recipient has requested or is expecting an attachment. If it is a text document, simply cut and paste the text below your letter and strip off any special formatting  If the persons name is unknown, address the person's title i.e. Dear Director of Human Resources

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E-Mail Sample

Date: Tues, 15 May 2007 19:52:59

From: Mr. Mukesh Ambani [mambani@yahoo.com]

Subject: Seasoned Sales Rep with MBA Ideal for Regional Sales Manager

To: Mr. Sumit Kaushik [skaushik@msn.com]

Dear Mr. Sumit Having broken sales records and exceeded sales quotas in all my previous positions and recently completed my MBA in marketing from the Stern School of Managerial Leadership at Florida State University, I am an ideal candidate for the regional sales manager position at Marriott Vacation Club International. As the leading sales representative for Disney Vacation Club, I developed key sales material, trained new sales reps, and reinvented the way club memberships are sold. My team's revenue was more than double the average for the entire operation. The vacation club industry is a dynamic and growing industry, and I am convinced I can help Marriott grow its reputation and dominant position in the industry. We should meet to discuss the position. I will contact you in the next 10 days to arrange an interview. Should you have any questions before that time, please feel free to call me at 904-555-2341 or email me. Thank you for your time and consideration. Cordially, Mukesh Ambani

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MEMOS (Sample)
Simplified Business Solutions

INTEROFFICE MEMORAND UM

To: Mr. John Smith From: Mr. Sumit Kaushik Date: April 18, 2008 Re: Need for New Memo Format

I have noticed that we do not seem to be able to communicate important changes, requirements and progress reports throughout the company as effectively as we should. I propose developing one consistent memo format, recognizable by all staff as the official means of communicating company directives.

While I know this seems like a simple solution, I believe it will cut down on needless e-mail, improve universal communication and allow the staff to save necessary information for later referral.

Please talk among yourselves to determine the proper points of memo writing and return the input to me by 12 noon. I will then send out a notice to the entire staff regarding the new memo format.

Thank you for your prompt attention to this.

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MEMORANDUM IT Department TO: Mr. Amit Khurana FROM: May 27, 1997 DATE: SUBJECT: Project Schedule As a result of yesterday's meeting, I suggest we follow the project schedule listed below. Remember, we must submit a Proposal by noon on July 2. Schedule Task · Divide research into groups and compile information · Review designs from Sonia and Sumit · Write Proposal · Review Proposal · Submit Proposal for printing Completion Date · June 6 · · · · June11 June 23 June 26 June 27

Contact me for more information.

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Meeting Agenda Tips
The meeting agenda is a roadmap for the meeting. It lets participants know where they're headed so they don't get off track. Most importantly, the meeting agenda gives a sense of purpose and direction to the meeting. It is used to prepare for and document the activities of a meeting. All agendas should contain the following:         Meeting start time Meeting end time Meeting location Topic headings Include some topic detail for each heading Indicate the time each topic is expected to last Indicate the discussion leader per agenda item Select the objective for each agenda item (discussion, decision, or information).

Effective meetings take:    Preparation Implementation Follow-up

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MEETING AGENDA (Sample)
Simplified Business Solutions, Inc. Network Technology Division Gurgaon, Haryana Summary: Meeting with Client, Incorporated April 18, 2008 12:00 P.M. Conference Room C

Purpose of Meeting: Review the division’s reorganization with client get feedback on what it means to them. Introduce new division manager, Sania Mirza. Attendees: Name Manmohan Singh Rajiv Gandhi Sania Mirza Ishant Sharma Sumit Kaushik Mukesh Ambani Agenda: Topic 1. BSI reorganization 2. Delinquent Payments 3. Facilitating better Communication Brief Summary: Our client has expressed concerns about reorganization and difficulties communicating with division leaders. They are particularly worried about technical support. We need to present the reorganization positively as it relates to this client and our operations in general. We will present a new chain of command, with contact people at three levels. Presented by Sania Mirza Manmohan Singh Rajiv Gandhi, Mukesh Ambani Title Regional Sales Manager Network Technology Senior VP Network Technology Division Manager Director of Operations Commodity Manager Director of Engineering

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Verbal Communication
This section is mainly for the customer service department, as they deal with customer queries and handle all communications between the client and the company. It is important for the employees to sharpen their skills, as dealing with customers has to be near perfect because many of the clients are high profile organization reps, and any faulty communication can lead to misinterpretation thus leading to loss of revenue. Word Choice A great deal of misunderstanding can arise when people don't make the best word selections to convey their meanings to other people. It’s important to choose words that precisely convey your meaning, in order to reduce the possibility that the receiver will interpret the message in a manner other than what you intended.     Don't: You don't seem to care about your job. Do: I have noticed that you were late three times this week. Don't: Please dress appropriately for the meeting with our new client. Do: Please wear a conservative business suit for the meeting with our new client.

Tips for Improving Telephone Communication
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Answer Calls Promptly: Proper business etiquette dictates that phone calls should be answered by the third ring if at all possible. Some companies have policies in place stating that employees are not allowed to answer until the

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second ring Focus: Before you answer or make a telephone call, stop what you are doing and focus your attention on the person on the other end of the phone Master the Telephone Equipment: Learning how to properly operate your company's telephone equipment can help prevent transfer errors, dropped calls, speakerphone mix-ups, and other problems

15  Practice Your Greeting: Make sure that the way you answer the phone is appropriate. Your greeting should be warm, professional, and not too lengthy. Identify yourself by name and let the caller know that you are ready to help with his or her needs Practice Your Closing: Many people overlook the importance of practicing how to conclude business telephone calls. However, the manner in which a call is concluded can form a lasting impression. It's a good idea to get in the habit of ending professional telephone calls by saying "thank you" Smile: The best way to keep your tone positive and upbeat is to smile when you are talking on the phone. It's a good idea to keep a mirror on your desk as a reminder to smile when you pick up the telephone. Even though the person on the other end of the line can't see the smile on your face, they'll "hear" it in the tone of your voice Visualize: Try to picture the person on the other end of the line while you are having a conversation with them. This helps keep you focused on the task at hand, and serves as a reminder that you are dealing with a human being rather than just a voice on the other end of an electronic gadget

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Breaking Bad Phone Habits
Even the most effective communicators tend to have some bad habits when it comes to telephone communication. The following list features common bad habits that have a negative impact on telephone communication. If you're guilty of these bad habits, it's a good idea to start working on breaking them.       Allowing yourself to become emotional during the conversation Becoming distracted by noises around you Interrupting with questions before the speaker has finished Making faces at the telephone while speaking Participating in other activities, such as typing or filing, while on the telephone Tuning out because you think you know what the speaker is going to say


				
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