Business Communication

December 2022 Examination

Q1. Poorly written rejection letters can be detrimental to your organization’s image.
What will you bear in mind while drafting a rejection letter to a job applicant? (10
Marks)
Ans 1.

Introduction:

A crucial part of the hiring process is rejection letters. An official email or letter informing an
applicant that their application has been failed is known as a rejection letter. In this letter, the
candidate may find the explanation for their rejection as well as suggestions for how to
improve for potential future possibilities. These letters are an essential part of the hiring
process since they enable unsuitable individuals to continue their job search elsewhere. A
well-written letter of rejection gives an applicant a lot of insightful information. These letters
can be sent at any time during the application process, although their content may change
depending on the stage the applicant is in. Rejection letters are significant because they
demonstrate the recruiting company's professionalism and attention. Giving candidates
constructive criticism is a solid practice for hiring that benefits the company. Rejection letters
remove applicants from the application process so that recruiters may continue on with the
prospects who made the short list. Rejection letters that are well written and respectful may
aid a company in attracting fresh talent as job prospects examine their good interactions with
the company. Thorough rejection letters that provide specific suggestions for improvement
may enhance a company's reputation and attract new applicants.

Source: Sample Rejection Letters for Unsuccessful Applicants (liveabout.com)

Concept and Application:

A rejection letter is a particular kind of letter that tells the recipient something. This message
notifies the letter's recipient that they were not chosen. It can be a rejection for the present
position for which he or she had applied. These are a type of rejection letter for a company.
Sometimes an applicant won't pass the requirements for a position. In this situation, HR more
frequently issues a letter of rejection before the interview. This unquestionably saves both
parties money and time. However, handling rejection letters from interviews can occasionally
be difficult. It's because the applicant feels they weren't given a fair shot, according to the
candidate. In defence of the second party, they believe it is fair to disqualify a candidate if
they do not satisfy the requirements for the open post.

● Decline At The Appropriate Time:

Once you've decided to hire someone, let the candidate know as quickly as you can.
Because the applicant could already have other offers or interviews lined up, timing is
crucial in this situation. Even though there are times when you want to leave your
choices open, if a candidate is not a suitable match for the role, you should reject them
right away. If you know they aren't the appropriate candidate for the position, don't
keep them waiting.
● Be Critical in a Positive Way:
Explaining your reasoning for rejecting applicants shows that you appreciate the time
and effort they invested in applying for your position and that you won't keep them in
the dark about it. If you choose to reject a candidate after an interview, you may give
them specific, constructive feedback on the skills and experiences they need to
develop. To tailor your responses and better serve your interview subjects, it is
usually a good idea to take notes during the interview.
● Start and finish on a positive note:
Begin by introducing the candidate, and then sign your name at the conclusion of the
message. Instead of just avoiding accountability by using your company's name, make
an effort to own up to the rejection. Try to include any information from your
interaction with them or from the procedure they underwent. if you have spoken to
them. Giving the applicant your personal information helps them feel like more than a
number in your eyes, which can help ease the hurt of rejection. However, it is okay if
you are unable to provide specific comments since the applicant was unsuccessful in
moving on to the interview stage.
● Be succinct and to the point:
People don't want to read a book explaining why they are not the ideal candidate for a
job. Be succinct and direct in your response, and inform them politely but
emphatically that they were not chosen. The essential information may be written in
one or two paragraphs, which is adequate. Get on with your job after letting them
know they won't be moving on and thanking them for their time and any more
information you feel is necessary. If they get in touch with you again for further
information, try your best to react as promptly and clearly as you can.
● Keep the lines of communication open between the stages:
Open communication is one of the most crucial components of the recruiting process.
Candidates are frequently highly involved and eager to learn from you about the
 upcoming developments and recent news. Candidates might be told how long you
anticipate the recruiting process will take. You may even let them know how many
candidates are still in the running. Any updates and information you can provide
during this process will be very welcomed, provided that you don't divulge any
personal information about the other applicants.
● Request their feedback:
Getting candidate input will not only help you improve your recruiting procedure, but
it will also help you build rapport with the applicant and enhance your company's
reputation.
● Keep integrating them into your talent pool:
them. The more favourable your interactions with them, the more likely it is that they
will apply for further positions or act as a referral source for their network. For
instance, you may connect with them on social media to share business news and
information or send them a newsletter pertinent to your current employment positions.
● Be humane and kind:
Give them your comments as soon as you can, and make sure they're succinct and
direct. Give them as much context as you can about the incident if they ask for advice
on what they could have done better or how to enhance their CV.

Conclusion:

Therefore, we can conclude that poorly worded rejection letters might harm your
organisation's reputation. It is important to personalise rejection template letters as recently
rejected candidates could end up being a perfect fit for one of your future openings. Rejection
letters are significant because they demonstrate the recruiting company's professionalism and
attention. Giving candidates constructive criticism is a solid practice for hiring that benefits
the company.

Q2. You are entrusted with the responsibility to train a fresh batch of Graduate
Trainees that have joined your organization on ethical behaviour. Highlight the
differences between ethical dilemma and ethical lapse citing 2 examples of each. In the
absence of a clear set of guidelines, what should the trainees bear in mind to ensure they
make ethical communication choices. (10 Marks)

Ans 2.

Introduction:

Ethics are the moral norms and guidelines that guide how people and organizations behave
and make decisions. An ethical dilemma could arise in a circumstance when decision-making
involves balancing certain norms and values. Any alternative that requires the agent to
disobey or infringe on their ethical norms presents an ethical problem in a decision-making
situation. Because ethics are intrinsically conflicting, ethical issues do arise. Employees could
come across circumstances when lying or breaking the law seems to suit other important aims
like raising earnings or preventing layoffs. In the workplace, where individuals make
decisions that affect the productivity and profitability of businesses, ethical challenges
frequently arise. An ethical lapse is a mistake or bad decision that has a negative effect. A
breach of ethics does not always indicate a total loss of moral character, only an oversight or
ethical blind spot. Consistently delivering negative outcomes is not viewed as a "lapse,"
rather immoral. Large- or small-scale, secretive or public, criminal or legal but immoral,
ethical failings come in various shapes and sizes. The reasons of these errors are commonly
referred to as fallacies in academics. The difference between an ethical problem and an
ethical lapse is that the latter refers to a circumstance in which it is impossible to make a
morally sound option or conclusion.

Source: ETHICS AND PRINCIPLES OF COMMUNICATION 3/3 - YouTube

Concept and Application:

Ethics are socially accepted rules of behaviour that heavily influence commercial
environments as well. The problem of transparency and the widespread use of social media
are increasingly crucial for company communication and customer interaction. Government
authorities and the general public closely monitor corporate ethical violations, both of which
put a company's image in jeopardy. In business settings, ethical issues will inevitably occur.
The key to making ethical and competent business decisions is to recognize these issues and
find solutions. An ethical dilemma is a scenario where choosing between two options that are
not clear-cut or obvious must be made, typically in the liminal space between what is morally
right and wrong. In an ethical conundrum, options are hazy, and the outcomes could have
unjust effects on one or possibly all of the stakeholders. This could happen when competing
interests are present, such as when employees of a company desire more pay and benefits
while its investors and management want to keep expenses low, both of which are morally
justified. When faced with an ethical conundrum in corporate settings, the decision-maker is
forced to turn to procedure or policy for guidance. These might be inflexible and produce
results that look unjust. An ethical lapse can be seen in one of two ways: either as a decision
that was obviously unethical or as a mistake that led to an unethical conclusion. An ethical
blunder can also be a mistake in judgment made when faced with a moral conundrum.
Therefore, an ethical slip-up might be seen as an ethical "blind spot" or oversight rather than
being a sign of a total lack of integrity. There are several categories under which ethical
mistakes might be put. When an immoral activity is permitted because morality cannot be
defined, as is the case in more minute details when individual ethical norms vary from person
to person, there has been a breach of subjectivity. Communication that adheres to particular
corporate standards, such as being accurate, succinct, and accountable for one's words and the
actions that follow, is known as ethical communication.

● Ensuring Transparency and Honesty:

Be sure to only share what is known to be true. Ethics may be hard in this aspect since
even if only 1% of what you say is untrue, it is still regarded as immoral, regardless of
whether it was your purpose or not. Being completely open also entails creating
accurate portrayal. Include all relevant information, even the seemingly insignificant
cautions or negatives. Although many people equate public relations with "the spin,"
we should never alter the story in order to make our audience believe what we want
them to.
● Understanding Your Audience:
There is always two ways to communicate. Engagement with the community is much
more than just spreading awareness. It is also the feedback we get, most of which is
based on how the message was understood. This calls on us to fight for representation
in our word choice and take into account any potential linguistic difficulties the
audience may have. This aids us in our efforts as communication specialists to avoid
presenting anything that might injure someone or be perceived as humiliating,
intolerable, or even malicious.
● Respecting Confidentiality and Privacy:
Privacy is a popular subject. It is so simple to get carried away, especially when the
message has the potential to be spectacular, but you should always be careful to avoid
compromising anyone's privacy or revealing proprietary information about a
company. Even if there isn't a legally enforceable instrument like a non-disclosure
agreement, you should respect and protect the confidentiality of your customers and
partners who may have divulged some data that are expressly supposed to be kept a
secret. The same is true for journalists who may have accessed sources who desired
anonymity or who disclosed sensitive information in an off-the-record setting.
● Choosing the Right Time and Place:
The use of ethical communication techniques extends beyond what you say to include
when and where. Consider a cigarette advertising on a kids' television show or a news
item on cutting-edge weapons when a war is in progress. These extreme cases
highlight how important it is to choose when and where to speak. When deciding on
the best time and location to speak, use tact and awareness. Organize your strategy.
 Study your audience, the many mediums or channels you have available, as well as
current events that may have an impact on how your message is received and
understood.
● Avoid Being Negative:
In order to communicate ethically, one must be considerate, professional, and tactful.
The ethical communicator understands that how you say something is just as essential
as what you say. One of the most important aspects of communication is tone. If the
tone is incorrect, the listener may completely misinterpret the message, which can
result in pointless conflicts that reduce corporate productivity.

Conclusion:

Hence, we can conclude that, the perception of ethical conduct has been shown to improve
organisational citizenship behaviours, loyalty to the organisation, job happiness, and
employee performance. Altruism, conscientiousness, civic virtue, sportsmanship, and civility
are examples of organisational citizenship behaviours.

Q3. Nishka is creating the content for the FAQ section of her organization's website.
Based on the client feedback, there is one important issue that needs to be addressed.
She needs to develop a powerful paragraph providing a solution to this recurring issue.
As a communication expert, you have to guide Nishka to write the answers to such
issues effectively.
a. Briefly explain to Nishka, the five ways in which paragraphs can be developed. (5
Marks)
Ans 3 A.

Introduction:

The building blocks of an essay are its paragraphs, which also provide a paper's argument
some shape. To prevent leaving the reader with any important unresolved questions, a
paragraph must be developed. A paragraph that is completely developed offers evidence and
supporting details and follows a certain development pattern. Effective paragraphs may be
developed in a variety of ways. A paragraph is a brief section of writing containing one or
more sentences addressing a single theme that starts on a new line. As a communication
expert, I would advise Nishka to follow the below points to not face the issues from clients
again.

Concept and Application:

A paragraph is a brief section of text that begins on a new line and contains at least one
sentence. Typically, it focuses on a single instance of a description, idea, etc. There are five
ways to develop a paragraph are as follows:
● Narrative:
Similar to telling a story, narrative paragraphs describe events as they happen to the
reader. When a writer uses the narrative approach of paragraph development, they
takes on the role of the main character and put the reader in the middle of the action.
The narrative voice serves as the story's vehicle, is constantly engaged, makes use of
spatial and time shifts, and frequently uses the present or past tense.
● Definition:
A definition paragraph serves the objective of providing the reader with a
comprehensive definition of a concept, term, or idea by outlining the concept, phrase,
or idea's characteristics as well as its limitations. When clarifying a major idea in a
thesis or introducing the reader to a new or specialised phrase, this style of paragraph
might be helpful.
● Descriptive:
A writer might give the reader a strong sensory experience by using descriptive
paragraphs. These sentences include strong action verbs like "drip" or "rip," strong
sensory adjectives like "loud" or "pungent," and spatial transition words like "up" and
"there." By painting a mental picture of a scenario for readers to visualise, writers aid
readers in understanding the setting of a tale.
● Persuasive:
Readers are urged to act or to modify their opinions on a certain topic through
persuasive paragraphs. It's important to keep in mind while writing a persuasive
paragraph that readers need all the information they can get on the subject, including a
thorough analysis that will enable them to create their own judgments and conclusions
and motivate them to act. It's helpful to employ persuasive paragraphs while writing
columns and editorials.
● Exposition:
A writer's subject is explained, informed, defined, and described to the reader in an
expository paragraph. This kind of writing can serve as the article's core or as a
narrator or summary. An expository paragraph, when used after an indirect start, also
helps to clarify the topic, why the issue is significant, and what will be covered in the
remaining portions of the piece. For the reader to completely comprehend the
explanation, the expository writer must be trustworthy and write clearly.

Conclusion:

Therefore, we can conclude that, writing paragraphs is essential because they provide you a
structure for arranging the ideas logically. A precise paragraph structure aids in directing the
reader throughout the written work. Like ideas are grouped together in paragraphs, which
also emphasise the most crucial ideas and think through complicated concepts and theories,
keeping the reader on the writer's path.
b. Develop a well-structured paragraph of 4-5 sentences to resolve the customer issue
employing the problem and solution technique. (5 Marks)
Ans 3 B.

Introduction:

A well structured paragraph is really important to solve the issues of customers with a proper
problem solving technique. It is critical to resolve customer service issues because consumers
should be happy and pleased. Additionally, it enables the company to spot service gaps and
plan a course of action to implement improvements. Rapid problem-solving reveals a lot
about the company's underlying principles, ethics, and values. When business owners don't
respond quickly, people get ideas and begin creating assumptions, which are never good. "A
set of sentences or a single sentence that constitutes a unit" is the definition of a paragraph. A
portion of a text is not a paragraph just because of its length or look. For instance, a
paragraph might be as short as one phrase in various writing styles, especially journalistic
forms. a section of a literary work that starts on a new, often indented line, deals with one
idea or provides the words of one speaker, and consists of one or more phrases.

Concept and Application:

A topic sentence (a generalisation), a body (related specifics), and a closing sentence make up
a well-structured 3.5 paragraph (the generalisation restated). An successful paragraph should
always include the following four components: unity, coherence, a topic phrase, and enough
development. A paragraph must be entirely focused on the one topic, issue, or argument that
is being explored in order for it to remain coherent. Your reader will find it simpler to read
and grasp the content with this arrangement.
A well structured paragraph to resolve the customer issue employing the problem and
solution technique:

“I'm sorry to hear that our customer support staff put you on wait for 30 minutes to replace
the faulty product. I can comprehend how annoying this was for you. Time is valuable to us,
thus this shouldn't have happened.
I'll deliver this communication to the concerned division and customer support agent. Your
software problem is a top priority for us, and our team is doing everything possible to fix it
right now. I'll let you know as soon as it's corrected.
Thank you for letting us know about your unpleasant experience. We work hard to deliver
top-notch customer service on schedule, and I'm sorry for the trouble this has caused. If you
have any more queries, worries, or remarks, just let us know.”

Conclusion:
Therefore, we can conclude that high-quality customer service is characterised by timely and
sympathetic replies. Users can resume their everyday activities as soon as they are assured
that they are taking care of their problems. While silence is the biggest detriment to problem-
solving. Long-term, it may harm both the brand and the business as a whole. Within the first
two to five minutes after the complaint has been submitted, try to send a message of
apologies.