Questions

1. Internal and External Communication

• What is internal communication? How does it help an organization?
• Describe different ways of internal communication (downward, upward, and horizontal).
• What is external communication? Mention its channels and organizational goals.
• Differentiate between internal and external communication.
• What factors should a sender consider before communicating?
• Identify common barriers to effective communication.
• What is grapevine communication? Discuss its characteristics, advantages, disadvantages, and how management can manage it.

2. Planning Business Messages

• What are the three characteristics of an effective business message?
• Explain the three-step writing process and the time distribution across planning, writing, and completing.
• How do you develop an audience profile?
• What factors should be considered when selecting the best channel/medium?
• Explain the concept of media richness.

3. Writing Business Messages

• Explain the "You" attitude and why it is important in business writing.
• How do positive emphasis, politeness, and bias-free language improve communication?
• How can a writer establish credibility in a business message?
• Differentiate between the direct approach (deductive) and indirect approach (inductive). When is each used?
• Contrast active voice and passive voice. When is passive voice preferred in business messages?

4. Persuasive Messages

• What is a persuasive message? How should an author balance logical appeal (logos) and emotional appeal (pathos)?
• Explain the four stages of the AIDA model (Attention, Interest, Desire, Action).
• What are the differences between persuasive requests and persuasive claims?

5. Promotional Emails

• What are the key components of an effective promotional email?
• What role do the subject line, opening hook, value proposition, and call to action (CTA) play?
• What practices should businesses follow to avoid spam filters and retain customer trust?

6. Letters, Memos, and Emails

• Compare letters, memorandums (memos), and emails in terms of audience, formality, and structure.
• What are the standard header fields and components of an internal business memorandum?
• What are the essential components of a professional business email?

7. Business Reports and Proposals

• Why are business reports and business proposals written?
• Differentiate between an informational report and an analytical report with examples.
• What is the difference between a business report and a business proposal?
• What is a Request for Proposal (RFP)?
• What are the three steps in planning a business report?
• What makes a strong statement of purpose? Compare weak and strong examples.
• Explain the progression from findings to conclusions to recommendations.

8. Searching for Employment and Employment Messages

• Compare the three major resume formats: chronological, functional, and combination. When is each best used?
• What are the essential sections of a professional resume?
• What common mistakes and elements should be avoided when preparing a resume?

9. ATS-Friendly Resume

• What is an Applicant Tracking System (ATS)?
• Why does an ATS reject qualified candidates' resumes?
• List the essential DOs and DON'Ts for preparing an ATS-friendly resume.

10. AIDA in Job Application Letters

• How is the AIDA model applied to write an effective job application (cover) letter?
• Outline what should be included in the Attention, Interest, Desire, and Action sections.

11. Channel Selection Case (Sarah Case)

Sarah is the general manager of a retail fashion chain. A shipment of the season's newest designer dresses has arrived earlier than scheduled. Store employees need stock information, display arrangements, pricing, and promotion information before tomorrow's promotion starts.

Question:

• What combination of communication media should Sarah use?
• Explain your choice based on speed, cost, details, feedback, and permanent record.

12. Negative Message and Tone Correction Case (Rafi Case)

Rafi is a customer operations executive at an online electronics store. Pre-ordered laptops are delayed by two weeks due to global supply disruptions. Facing numerous inquiries, Rafi sends this message to customers:

Your laptop order is delayed due to vendor problems. Stop contacting customer support repeatedly asking for dates. We will ship it whenever it arrives at our warehouse.

Question:

• Identify four communication mistakes Rafi made in planning and writing this message.
• Rewrite the message into a professional, polite, and reassuring customer update.

13. Business Report and Proposal Scenarios

Determine whether each scenario requires an informational report, analytical report, or business proposal, with reasoning:

• Scenario 1: A monthly overview showing sales volume and inventory numbers across all regional branches.
• Scenario 2: An investigation into why employee turnover spiked by 35% in Q3, along with actionable remedies.
• Scenario 3: An IT consultancy pitching a cybersecurity and intrusion-detection infrastructure to a commercial bank.