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GNDU Question Paper-2022
Bachelor of Business Administration
B.B.A 1
st
Semester
Business Communication
Time Allowed: Three Hours Maximum Marks: 50
Note: Attempt Five questions in all, selecting at least One question from each section. The
Fifth question may be attempted from any section. All questions carry equal marks.
SECTION-A
1. Distinguish between verbal and non-verbal communication. Which non-verbal method
of communication do you think is the most important?
2. Write short notes on the following:
(a) Formal communication
(b) Internal communication.
SECTION-B
3. Discuss principles of oral presentations. Develop an effective presentation on "Do's and
Don'ts of effective presentations"?
4. Write short notes on:
(a) Cross cultural etiquettes
(b) Business to business etiquettes.
SECTION-C
5. Assume you are a sales manager of a Retail unit. Write a letter accepting the complaint
of a customer regarding "bleeding of colours" from the fabric you had sent him. You had
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claimed in your advertisements and on the lable "fast colours." You are offering the
customer an adjustment. Take care to specify what steps you will take to make sure the
error is corrected and is not repeated.
6. Write short notes on the following:
(a) Business manners
(b) Use of visual aid in oral presentations.
SECTION-D
7. List down any key principles of communicating with statutory authorities. Explain the
different parts of such a communication.
8. Write short notes on the following:
(a) Format of a resume
(b) Cover letter for a resume.
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GNDU Answer Paper-2022
Bachelor of Business Administration
B.B.A 1
st
Semester
Business Communication
Time Allowed: Three Hours Maximum Marks: 50
Note: Attempt Five questions in all, selecting at least One question from each section. The
Fifth question may be attempted from any section. All questions carry equal marks.
SECTION-A
1. Distinguish between verbal and non-verbal communication. Which non-verbal method
of communication do you think is the most important?
Ans: The two messengers at the door
Imagine you’re waiting for exam results. Two messengers arrive together. One speaks, “You
did well.” The other says nothing—just smiles, shoulders relax, eyes warm. If their messages
agree, your heart lifts immediately. If the words say “It’s fine,” but the face is tight and the
gaze slips away, you sense a problem. That’s the dance between verbal and non-verbal
communication: one is the script, the other is the performance. We need both to
understand the whole scene.
Verbal vs. non-verbal at a glance
Aspect
Verbal communication
Non-verbal communication
Core
Spoken or written
words (language)
Signals without words (body, voice, space,
time, appearance)
Medium
Voice, text, print,
digital messaging
Face, eyes, posture, gestures, tone, pace,
touch, distance, clothing, environment
Code
Grammar, vocabulary,
syntax
Expressions, movement patterns, intonation,
cultural norms
Speed
Can be slow to
produce; precise
Instant, fast, often subconscious
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Precision
High for facts and logic
High for emotions and attitudes
Control
Easily edited and
scripted
Partly automatic; harder to fake
Permanence
Recordable (letters,
emails)
Mostly fleeting; context-bound
Feedback
Direct (Q&A,
clarifications)
Immediate emotional cues (nods, frowns)
Cultural
influence
Strong but teachable
Very strong; some signals universal, others
culture-specific
Examples
Lectures, emails,
books, speeches
Facial expressions, eye contact, gestures,
posture, tone of voice, touch, clothing, timing,
layout
Key differences explained
• Definition and code:
o Verbal: Uses words governed by grammar and vocabulary to create explicit
meaning.
o Non-verbal: Uses bodily and contextual cues—facial signals, voice qualities,
spatial choices—to create implicit meaning.
• What each conveys best:
o Verbal: Facts, instructions, complex ideas, numbers, and precise
commitments.
o Non-verbal: Emotions, attitudes, confidence, sincerity, power dynamics, and
relational warmth or distance.
• Conscious control:
o Verbal: Planned and revisable; we can draft, edit, and rehearse.
o Non-verbal: Partly involuntary; micro-expressions, posture shifts, and tone
often leak true feelings.
• Timing and impact:
o Verbal: Linear; listeners process words in order.
o Non-verbal: Parallel; listeners absorb many cues at once and form instant
impressions.
• Reliability when mixed:
o Verbal: Trusted for content.
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o Non-verbal: Trusted for intent—when the two conflict, people believe the
body over the words.
Strengths and limits of each channel
Verbal communication
• Strengths:
o Precision: You can define, quantify, and explain exceptions.
o Documentation: Emails, memos, and contracts create records.
o Teachability: Language rules can be learned and standardized.
• Limits:
o Emotion gap: Words alone may feel cold or ambiguous in sensitive moments.
o Overload risk: Too many words bury the point; listeners tire.
o Dependency on comprehension: Jargon, accents, or literacy barriers can
block understanding.
Non-verbal communication
• Strengths:
o Emotional clarity: Feelings signal instantly through face, tone, and posture.
o Universality (partly): Core expressions—happiness, sadness, fear, anger,
surprise, disgust—are widely recognized.
o Rapidity: Micro-signals adjust conversations in real time (a nod to continue, a
raised hand to pause).
• Limits:
o Ambiguity: A folded arm could mean cold, thoughtful, or defensive—context
matters.
o Cultural variation: Eye contact, touch, and personal space norms shift across
cultures.
o No permanent record: Harder to audit later; can be misremembered.
The main non-verbal channels (with quick cues)
• Facial expressions:
o What they show: Core emotions, interest, confusion, skepticism.
o Tip: Soften your jaw and eyebrows when encouraging questions; smile lightly
to signal openness.
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• Eye behavior (oculesics):
o What it shows: Attention, confidence, honesty, power.
o Tip: Use steady, friendly eye contact—brief breaks prevent staring.
• Posture and body movement (kinesics):
o What it shows: Engagement vs. withdrawal, dominance vs. approachability.
o Tip: Lean slightly forward when listening; keep shoulders open.
• Gestures:
o What they show: Emphasis, structure, enthusiasm.
o Tip: Use purposeful, mid-range gestures; avoid fidgeting.
• Vocalics (paralanguage):
o What it shows: Confidence, warmth, urgency through pitch, pace, volume,
and pauses.
o Tip: Slow down for key points; vary pitch to avoid monotone.
• Proxemics (space) and orientation:
o What it shows: Familiarity, respect, or boundary-setting.
o Tip: Match distance to context; angle your body to include others in a group.
• Haptics (touch):
o What it shows: Support, greeting, solidarity—highly culture- and context-
dependent.
o Tip: When appropriate, keep touch brief and professional.
• Appearance and artifacts:
o What it shows: Role, status, intent through clothing, badges, tools.
o Tip: Align appearance with the message (formal for authority, casual for
collaboration).
• Chronemics (time):
o What it shows: Respect, priority, and power through punctuality and
response speed.
o Tip: On time signals reliability; quick follow-ups show care.
• Environment:
o What it shows: Openness or hierarchy via room layout, lighting, and seating.
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o Tip: Round tables reduce power distance; tidy spaces cue professionalism.
Which non-verbal method is most important?
If I had to choose one, I’d pick facial expressions.
• Universality and immediacy:
o Why it matters: Across languages and cultures, basic emotions are
recognized through the face. Before a single word lands, the face tells us if
the space is safe, tense, excited, or bored. That split-second read shapes how
the rest of the message is heard.
• Emotional bandwidth:
o Why it matters: Micro-movements of eyes, mouth, and brows carry rich,
layered meaning—genuine pleasure vs. polite smile, curiosity vs. confusion.
This density of emotional data helps listeners calibrate their attention and
questions.
• Trust and credibility:
o Why it matters: People weigh facial cues heavily when judging sincerity. A
steady, congruent expression builds trust; mismatched expressions (smiling
while delivering bad news) erode it.
• Developmental and accessibility reasons:
o Why it matters: Children read faces before they master words; even adults in
noisy rooms or across languages rely on faces to interpret intent. In digital
life, we compensate with emojis—tiny faces—because they restore
emotional clarity the text alone lacks.
• Leadership and teaching impact:
o Why it matters: In classrooms, clinics, negotiations, and teams, a teacher’s or
leader’s face can instantly encourage participation, soothe anxiety, or signal
seriousness. Clear facial feedback keeps discussions honest and humane.
Choosing facial expressions doesn’t diminish other channels. Tone of voice often ties for first
place in live conversation, and eye contact is a close cousin. But if one non-verbal method
must carry a message across noise, language, or distance, the human face wins most often.
How to use both channels wisely
• Align your channels:
o Action: Match your face and tone to your words (warm voice and open
expression when praising; calm and steady when correcting).
o Effect: Congruence prevents doubt and builds credibility.
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• Pre-game your message:
o Action: Decide the core point (verbal), then choose the feeling you want to
evoke (non-verbal).
o Effect: The audience knows both what you mean and how to feel about it.
• Read the room:
o Action: Scan faces for confusion or fatigue; adjust pace, examples, or take a
pause.
o Effect: Real-time tuning keeps attention and respect.
• Respect culture and context:
o Action: Calibrate eye contact, touch, and distance to local norms; when
unsure, ask or mirror.
o Effect: You avoid unintentional offense and invite comfort.
• Use silence and pauses:
o Action: After key statements, pause and maintain an open, expectant
expression.
o Effect: Signals that questions are welcome and that the idea matters.
• For written communication:
o Action: Add structure (headings) and considerate timing (quick
acknowledgments), and, when suitable, a judicious emoji to restore tone.
o Effect: Your words keep clarity while your “non-verbal” cues (timeliness and
layout) add warmth.
2. Write short notes on the following:
(a) Formal communication
(b) Internal communication.
Ans: The hallway noticeboard
At 9 a.m., a notice appears on the office hallway board: “Fire drill at 3 p.m. Evacuate by the
east stairwell.” Minutes later, a team lead posts in the project chat: “Client demo moved to
Friday; update slides by noon.” The noticeboard message is official, standardized, and for
everyone—formal communication. The chat message is inside the company, fast, and
practical—internal communication. Both keep the place running, but they play different
roles. Here’s how to tell them apart and use each well.
Formal communication
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Definition and core traits
• Meaning: Formal communication is the official, structured flow of information that
follows an organization’s hierarchy and approved channels.
• Purpose: To inform, direct, record, and ensure accountability in a clear, consistent
way.
• Signature features:
o Authorized channels: Policies, memos, letters, emails from official accounts,
meeting minutes.
o Standard formats: Templates, letterheads, subject lines, references.
o Recordable: Kept on file for audit, compliance, or future reference.
o Planned tone: Professional, precise, and often vetted.
Flows and channels
• Downward flow:
o Label: Instructions from top to bottom.
o Managers → teams; policies, targets, procedures.
• Upward flow:
o Label: Feedback from bottom to top.
o Reports, requests, performance data, escalations.
• Horizontal (lateral) flow:
o Label: Coordination among peers.
o Interdepartmental memos, cross-team emails.
• Diagonal flow:
o Label: Across levels and departments.
o Project communication bypassing strict lines to speed coordination.
• Typical channels:
o Documents: Policies, SOPs, contracts, circulars, minutes, reports.
o Digital: Official email, intranet announcements, ticketing systems.
o Meetings: Formal agendas, presentations, recordings.
Strengths and limitations
• Strengths:
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o Clarity and consistency: Standard wording reduces misinterpretation.
o Accountability: Names, dates, and approvals create responsibility.
o Legality: Provides evidence for audits and compliance.
o Scalability: One message reaches many with the same content.
• Limitations:
o Slower cadence: Drafting, approvals, and formatting take time.
o Rigidity: May feel impersonal; nuance can be lost.
o Filtering risk: Messages can be softened or distorted as they move through
layers.
When to use
• Policies and rules: Code of conduct, security guidelines.
• High-impact decisions: Restructures, promotions, appraisals.
• External dealings: Client letters, vendor contracts.
• Documentation: Meeting minutes, project charters, compliance reports.
Quick examples
• Memo: “Effective 1 Oct, the office hours are 9:30–6:30.”
• Circular: “Annual fire safety drill this Friday; attendance mandatory.”
• Minutes: Actions assigned, deadlines recorded after a formal meeting.
Internal communication
Definition and core traits
• Meaning: Internal communication is the exchange of information within an
organization—between individuals, teams, and departments—using both formal and
informal channels.
• Purpose: To coordinate work, share knowledge, build culture, and solve problems
quickly.
• Signature features:
o Audience-bound: Employees, interns, leadership—no external recipients.
o Mixed tone: Ranges from formal (policy email) to conversational (chat).
o Varied speed: From instant messages to monthly town halls.
Types by direction
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• Downward internal:
o Label: Leadership to staff.
o All-hands updates, strategy letters, intranet posts.
• Upward internal:
o Label: Staff to leadership.
o Feedback forms, pulse surveys, suggestion boxes.
• Horizontal internal:
o Label: Peer-to-peer collaboration.
o Team chats, stand-ups, shared documents.
• Cross-functional internal:
o Label: Across departments.
o Project channels, status updates, handoffs.
Channels and tools
• Digital:
o Email and intranet: Announcements, knowledge bases, FAQs.
o Chat and collaboration: Teams/Slack channels, shared docs, wikis.
o Dashboards: KPIs, progress boards, ticket queues.
• Live:
o Meetings: Stand-ups, retros, town halls, lunch-and-learns.
o Events: Onboarding sessions, training workshops.
• Physical:
o Noticeboards and signage: Safety posters, event flyers.
Strengths and limitations
• Strengths:
o Speed: Quick problem-solving with real-time tools.
o Engagement: Builds trust and culture when two-way.
o Alignment: Keeps everyone pulling in the same direction.
• Limitations:
o Noise: Too many channels cause overload.
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o Silos: Teams talk inside, not across, leading to duplication.
o Inconsistency: Mixed messages if no central source of truth exists.
Best practices
• Single source of truth:
o Label: Centralize final policies on an intranet; link instead of copying.
• Channel discipline:
o Label: Define what goes where (e.g., urgent alerts via email + SMS; casual
coordination via chat).
• Clarity and brevity:
o Label: Short subjects, scannable bullets, clear calls to action.
• Two-way feedback:
o Label: Surveys, Q&A docs, open office hours.
• Accessibility:
o Label: Plain language, readable formats, time-zone fairness in global teams.
Quick examples
• Team chat: “Bug fixed in build 1.2.3; please retest the login flow.”
• Intranet post: “New health insurance FAQs—effective next month.”
• Town hall: Quarterly strategy update with live Q&A.
How they relate and differ
• Scope:
o Formal: Can be internal or external; always official.
o Internal: Always inside the organization; can be formal or informal.
• Purpose:
o Formal: Accountability, policy, permanence.
o Internal: Coordination, culture, day-to-day decisions.
• Tone and speed:
o Formal: Polished, deliberate, documented.
o Internal: Flexible, fast, sometimes ephemeral.
• Risk and stake:
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o Formal: High stakes; errors carry legal or reputational cost.
o Internal: Operational stakes; errors cause confusion or rework.
A brief story to cement the difference
A college principal announces by signed circular: “Exams begin on 10 March; timetable
attached.” That’s formal communication—official, recorded, and for all. Later, a department
head posts in the staff group: “Swap invigilation slots? I’ll take Tuesday if someone covers
Thursday.” That’s internal communication—inside the institution, practical, and fast. Both
messages guide behaviour, but one sets the rule, the other makes the rule workable.
SECTION-B
3. Discuss principles of oral presentations. Develop an effective presentation on "Do's and
Don'ts of effective presentations"?
Ans: The projector clicks, and a nervous student freezes as a blank slide fills the wall. Then
she smiles, takes a breath, and says, “Before I start, think of the last time a presentation
made you feel something.” The room leans in. What changed? Not the slides—her
connection with the audience. Oral presentations live or die on that human bridge: purpose,
clarity, and presence.
Principles of oral presentations
• Audience and purpose:
o Know who’s listening: Their background, expectations, and pain points shape
your content.
o Define one core message: If listeners remember only one idea, what should it
be?
o Set a clear outcome: Inform, persuade, or inspire—your tone and structure
should reflect this.
• Structure and signposting:
o Hook–map–deliver–close: Start with a hook, preview what’s coming, deliver
in 2–4 clear chunks, and end with a crisp takeaway.
o Signpost often: Use phrases like “First…,” “Now let’s look at…,” and “To wrap
up…” to guide attention.
o Use the rule of three: Group points in threes to boost recall.
• Clarity and brevity:
o Short sentences: Speak in clean, single-idea lines.
o Concrete language: Replace abstractions with examples and numbers.
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o Pause for power: Silence highlights key points more than speed ever will.
• Delivery (voice and body):
o Voice variety: Change pace, pitch, and volume to match meaning.
o Eye contact: Sweep the room in sections; hold for a thought, not a stare.
o Posture and gestures: Open stance, purposeful gestures, minimal fidgeting.
o Smile when appropriate: Warmth invites attention.
• Visuals that serve you:
o Less text, more signal: 6–7 lines max per slide; big fonts; strong contrast.
o One idea per slide: Visuals should anchor—not distract from—your words.
o Data storytelling: Label axes, highlight the trend, state the takeaway.
• Engagement and interaction:
o Moments to participate: Polls, show-of-hands, or a quick “turn to your
neighbour” prompt.
o Stories and examples: One short, relevant story can light up a concept.
o Questions on your terms: Invite questions after each section or reserve a
Q&A—signal your plan early.
• Time and logistics:
o Rehearse aloud: Time it, refine transitions, and trim.
o Tech check: Cables, clicker, fonts, videos—test everything.
o Plan for Plan B: Export a PDF backup; be ready to present without slides.
• Handling nerves:
o Physiology first: Breathe in for four, out for six; plant your feet.
o Focus outward: Aim to be helpful, not perfect.
o First 30 seconds scripted: A confident opening calms the rest.
A quick, memorable framework
• Message:
o Label: Write your one-sentence takeaway first; build everything around it.
• Map:
o Label: Outline three main points; add a story or example to each.
• Moments:
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o Label: Insert two engagement beats (a question and a quick poll).
• Materials:
o Label: Slides support, they don’t lead—use visuals, not paragraphs.
• Mastery:
o Label: Rehearse standing, with the clicker, at full voice.
Developed presentation: Do’s and Don’ts of effective presentations
Slide 1: Title
• Title: Do’s and Don’ts of Effective Presentations
• Subtitle: Present with clarity, confidence, and purpose
• Presenter: Your Name | Course/Date
Slide 2: Why this matters
• Attention is scarce: You have minutes to earn trust.
• Impact is real: Clear presentations change decisions.
• Goal today: Practical do’s and don’ts you can apply tomorrow.
Slide 3: Do—start with a strong opening
• Hook the room: Story, question, surprising stat—choose one.
• Map the journey: “We’ll cover three ideas: A, B, C.”
• State the value: What’s in it for them.
Slide 4: Don’t—overload the first slide
• No text walls: Avoid paragraphs; use headlines.
• No apologies: Don’t begin with “I didn’t have time…”
• No cold starts: Never read your agenda word-for-word.
Slide 5: Do—design for the eye
• One idea per slide: Big fonts, high contrast, generous white space.
• Use visuals: Charts, icons, and images to anchor meaning.
• Highlight the takeaway: Bold or color the key number/phrase.
Slide 6: Don’t—let slides read themselves
• Don’t read verbatim: Slides are cues, not scripts.
• Avoid clutter: Too many bullets, tiny text, rainbow colors.
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• No mystery charts: Label axes; explain the “so what.”
Slide 7: Do—deliver with presence
• Voice variety: Adjust pace and emphasis to signal importance.
• Eye contact sweep: Connect with all sections of the room.
• Purposeful movement: Step toward emphasis; pause on key lines.
Slide 8: Don’t—rush or ramble
• No filler: Cut “um,” “like,” and long tangents.
• Don’t outrun your slides: Give the audience time to process.
• Respect time: Finish slightly early if possible.
Slide 9: Do—engage and handle questions
• Invite interaction: Short polls or a quick show-of-hands.
• Clarify and bridge: Repeat the question; answer briefly; bridge back.
• Park tough ones: Create a “parking lot” for follow-ups.
Slide 10: Don’t—get defensive under pressure
• No arguments: Thank, clarify, and offer to follow up with data.
• Don’t guess: If unsure, say you’ll confirm.
• Don’t dismiss: Acknowledge perspectives respectfully.
Slide 11: Do—practice and prep
• Rehearse aloud: Time it; refine transitions.
• Tech check: Files, fonts, videos, clicker, room setup.
• Backup plan: PDF copy, printed notes, offline access.
Slide 12: Final checklist
• Message clear: One-sentence takeaway.
• Slides clean: One idea per slide.
• Moments planned: Two audience interactions.
• Timing set: Start strong, end early, stick the landing.
One short story to lock it in
Two classmates, Riya and Kabir, present on the same topic. Riya opens with, “Imagine your
data telling a story in 60 seconds,” then shows a single chart with the key trend highlighted,
pauses, and lands her takeaway. Kabir opens a dense slide, reads every line, and talks faster
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as minutes vanish. Same knowledge, different delivery. Riya thought about the audience,
used structure, visuals, and pauses; Kabir relied on slides to do the speaking. The result?
Riya’s message sticks; Kabir’s dissolves.
If you remember just this: craft a clear message, guide us with signposts, and let your voice
and visuals work together. Do the do’s, dodge the don’ts—and your presentation will do
what it’s meant to: move minds.
4. Write short notes on:
(a) Cross cultural etiquettes
(b) Business to business etiquettes.
Ans: The board at the international departures lounge flickers: Tokyo, Dubai, Berlin, São
Paulo. Different time zones, languages, handshakes, and silences—but one shared goal: to
do good work together without stepping on toes. Etiquette is the invisible roadmap. Follow
it, and deals move smoothly. Ignore it, and even simple emails can feel like puzzles.
Cross cultural etiquettes
Cross-cultural etiquette isn’t about memorizing every custom on earth; it’s about learning to
read a room shaped by another world. Think of it as tuning your ear to a new rhythm.
• Core mindset:
o Respect first: Assume positive intent; be curious, not judgmental.
o Research basics: Greetings, names, punctuality, gift norms—know the “no-
go” zones.
o Adaptability: Modify your style without losing authenticity.
• Greetings and names:
o Use formal address: Start with titles and surnames until invited to switch.
o Handshake styles: Firm in many Western contexts; lighter or bowing in
others.
o Business cards: In several East Asian cultures, present and receive with both
hands; read before pocketing.
• Communication style:
o High vs. low context:
▪ High-context: Meaning is between the lines; read tone, pauses (e.g.,
Japan, many Arab cultures).
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▪ Low-context: Say it plainly; direct “no” is appreciated (e.g., Germany,
U.S., Netherlands).
o Indirect refusals: “We’ll consider it” might mean “no” in some settings;
confirm gently.
• Nonverbal cues:
o Space and touch: Personal space varies; casual touching may be warm in one
culture, intrusive in another.
o Eye contact: Confident in some places, confrontational in others—use
moderated contact until you gauge comfort.
o Gestures: Common hand signs can offend abroad; when unsure, keep
gestures minimal and open-palmed.
• Time orientation:
o Monochronic: Schedules are sacred; lateness signals disrespect (e.g.,
Germany).
o Polychronic: Relationships override clocks; flexibility is normal (e.g., parts of
Latin America and the Middle East).
o Practical tip: Arrive early, and pad agendas for drift when needed.
• Hierarchy and decision-making:
o Deference to seniority: Direct challenges may embarrass; route critiques
privately.
o Consensus cultures: Decisions take longer; build alignment before the
meeting.
• Dining and gifting:
o Local table manners: Learn basic utensils, toasts, and host-first customs.
o Gifts: Check taboos (e.g., certain colors or numbers); avoid overly expensive
items that imply obligation.
• Email and virtual etiquette:
o Formality level: Start formal; mirror their tone.
o Clarity: Short paragraphs, numbered asks, explicit deadlines (include time
zones).
o Video calls: Mind backgrounds, speak a touch slower, and pause for
interpretation.
• Recovering from mistakes:
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o Simple apology: Brief, sincere, without overexplaining.
o Course-correct: Ask, “What’s preferred here?” and adopt it.
A short story to anchor it
Aisha from Mumbai meets a German partner, Lukas, in Berlin. She arrives ten minutes early,
offers a crisp handshake, and starts with small talk. Lukas is friendly but brief. When Aisha
presents, she pauses often—waiting for comments. Silence stretches. She worries—did she
misstep? Later, Lukas says, “Good structure. Please send the action list by Thursday.” That
silence? Focus, not disapproval. Her early arrival and clear slides matched his expectations;
her follow-up email with numbered tasks sealed trust. One meeting, two rhythms—both
respected, and the project moved.
Business to business etiquettes
B2B etiquette is professionalism made visible. Companies don’t shake hands—people do.
Your reliability becomes your firm’s reputation.
• Preparation and purpose:
o Know their world: Industry pressures, decision-makers, budget cycles.
o Set agendas: Send a brief agenda with outcomes and timing; invite additions.
o Bring evidence: Case studies, numbers, and references—ready but not
overwhelming.
• Meeting excellence:
o Start strong: Reconfirm goals, roles, and timing in the first minute.
o Listen actively: Paraphrase needs—“So the priority is reducing downtime by
15%, correct?”
o Take notes visibly: Signals respect and reduces rework.
• Professional communication:
o Email discipline: Clear subject lines, one ask per message, bullets for actions,
dates spelled out.
o Response standards: Acknowledge within a business day, even if only to set a
fuller reply time.
o Document hygiene: Correct names, consistent branding, version control.
• Proposals and negotiation:
o Transparency: Scope, price, timelines, assumptions—no hidden traps.
o Trade-offs: If you concede on price, adjust scope or terms; explain the
rationale.
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o Decision memos: Summarize agreements in writing to prevent “memory
drift.”
• Reliability and follow-through:
o Deadlines are promises: If risk emerges, alert early with options.
o Status rhythm: Weekly summaries with progress, risks, and next steps.
o Escalation etiquette: Raise issues respectfully, with solutions and impacts.
• Relationship and trust building:
o Consistency: Same quality across touchpoints—sales, delivery, billing.
o Credit where due: Publicly acknowledge the client’s team wins; avoid
poaching staff.
o Boundary respect: Keep communication within agreed channels and hours
unless urgent.
• Ethics and compliance:
o Confidentiality: Use NDAs appropriately; protect data.
o Fair dealing: No conflicts of interest, kickbacks, or pressure tactics.
o Cultural sensitivity: If working cross-border, align B2B etiquette with local
norms.
• Aftercare and growth:
o Post-project review: What worked, what to improve, measurable outcomes.
o Maintain value: Share relevant insights or benchmarks, not spam.
o Ask thoughtfully: Case study permissions, testimonials, or referrals—only
after delivering value.
Quick do’s and don’ts cheat sheet
• Do:
o Be clear: Define outcomes, owners, and dates in every interaction.
o Be courteous: On time, well-prepared, concise, and grateful.
o Be consistent: Say what you’ll do; do what you said.
• Don’t:
o Overpromise: Short-term wins, long-term distrust.
o Ghost: If plans change, communicate early.
o Assume alignment: Confirm understanding before acting.
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SECTION-C
5. Assume you are a sales manager of a Retail unit. Write a letter accepting the complaint
of a customer regarding "bleeding of colours" from the fabric you had sent him. You had
claimed in your advertisements and on the lable "fast colours." You are offering the
customer an adjustment. Take care to specify what steps you will take to make sure the
error is corrected and is not repeated.
Ans: [Your Retail Unit Letterhead]
[Street Address] ·
[City, State, PIN] ·
[Phone] ·
[Email]
[Website]
[Date]
[Customer Name] [Customer Street Address] [City, State, PIN]
Subject: Acceptance of your complaint regarding colour bleeding and our corrective actions
Dear [Mr./Ms. Last Name],
Thank you for taking the time to write to us about the colour bleeding you experienced with
the fabric we supplied. I’m genuinely sorry. We advertised and labelled this item as “fast
colours,” and your experience fell short of that promise. We accept full responsibility for the
inconvenience and any damage this may have caused to other garments or household
linens.
As a sales manager—and as someone who grew up knowing one laundry mishap can ruin a
week—I understand how frustrating it is to trust a label and be let down. Please allow me to
outline how we will make this right for you immediately and how we are preventing this
from happening again.
First, your remedy—no hoops, no hesitation:
• Full refund or replacement: Please choose either a 100% refund (including any
delivery charges) or a no-questions replacement from a batch that has passed
enhanced colourfastness tests.
• Return at our expense: We will arrange a free pickup of the affected item at your
convenience.
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• Reimbursement for damage: If any other items were stained, we will reimburse
reasonable cleaning costs or replace damaged pieces upon a simple list and, if
available, a photo.
• Goodwill gesture: We will issue a ₹[amount or percentage] goodwill voucher as an
apology for the inconvenience caused.
To proceed, reply to this letter or email us at [support@retailunit.com] with your preferred
option and your order number [Order #]. You can also call [phone number]. Once we hear
from you, we will schedule pickup within 24 hours and complete the refund within 48 hours
of pickup, or deliver a replacement within 3–5 working days. Damage reimbursements are
processed within five working days of receiving your note.
What we found and what we’re fixing:
Following your complaint, we immediately opened a quality review and traced your
purchase to batch [Batch ID/Date]. Our preliminary findings indicate a failure in dye fixation
during finishing, compounded by an insufficient post-dye rinse. While our routine inspection
passed a dry rub test, we did not subject this batch to the more rigorous wet-bleed and
wash tests we now consider mandatory. That gap is on us.
Effective immediately, we are implementing the following corrective actions:
• Enhanced testing before sale:
o Wet and dry fastness testing: Every batch must pass standardized wet rub
and wash-fastness tests before release.
o Retention samples: We will keep a control swatch from each batch for six
months to investigate any future issues quickly.
• Supplier re-qualification and oversight:
o Process verification: Our supplier must document dyeing, fixation, and
neutralization steps for each dye lot and provide certificates of conformity
with each dispatch.
o Independent audit: A third-party audit of the supplier’s finishing line will be
completed within 30 days, with corrective action items tracked to closure.
• Incoming goods quarantine:
o No stock released without test pass: All incoming dyed fabric will be
quarantined at our warehouse until our internal lab clears it against the new
protocol.
• Labelling and advertising review:
o Claim discipline: We are pausing the “fast colours” claim on labels and
advertisements until batches meet the enhanced criteria consistently for
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three consecutive months. Claims will only return with supporting test
records.
• Staff training and accountability:
o QC upskilling: Our quality team is undergoing refresher training on
colourfastness standards and sampling methods this week.
o Double-signoff: Any batch with colour claims now requires dual QC signoff
before it reaches shelves or ships.
• Proactive customer care:
o Batch outreach: We are contacting all customers who purchased from the
same batch to offer the same remedies you are receiving.
o Issue tracking: We’ve created a dedicated incident code [INC-####] to
monitor resolution milestones, from pickup to reimbursement, with weekly
internal reviews until everything is closed.
If you still have the garment, we kindly ask that you avoid further washing and allow us to
collect it for testing; this helps us pinpoint the exact failure and strengthen our prevention
plan. If that’s inconvenient, a photo of the care label and any stained items will still be
useful.
We value your trust, and we know it’s earned by actions, not words. Our aim is simple:
resolve your case quickly, repair any related damage, and upgrade our controls so this does
not recur. Should you wish to discuss this directly, I would welcome your call or email. You
can reach me at [manager email] or [direct phone], Monday to Saturday, 9:30 a.m. to 6:30
p.m.
Thank you again for bringing this to our attention and for giving us the chance to put it right.
We look forward to restoring your confidence in us.
Warm regards,
[Your Name]
Sales Manager,
[Retail Unit Name]
[Direct Phone] ·
[Manager Email]
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6. Write short notes on the following:
(a) Business manners
(b) Use of visual aid in oral presentations.
Ans: Picture this: Riya, a new trainee, walks into her first client meeting. Her shirt is crisp,
her smile is steady, but her mind races—How should she greet? When should she speak?
Later that week, she’s asked to present a small report. She has slides, but are they helping
or hurting? Riya’s story is the gentle thread that ties together two big ideas—how we
behave in business, and how we use visuals to speak with clarity. Let’s walk with her and
learn the essentials in a way that feels simple, practical, and human.
Business manners
Business manners are the small, steady signals that tell others you’re reliable, thoughtful,
and professional. They aren’t stiff rules; they’re habits that make work smoother and
relationships stronger.
• First impressions: A neat appearance, a warm, brief smile, and direct but gentle eye
contact build instant trust. Aim for clarity in introductions: “Hello, I’m Riya Sharma
from Sales—nice to meet you.”
• Greetings and names: Use names correctly and respectfully. In formal settings, use
titles (Mr./Ms./Dr.) until invited to switch. If you forgot a name, ask politely rather
than guessing.
• Communication tone: Be clear, concise, and courteous. Avoid slang and sarcasm.
Keep your voice calm and your words specific: “May I clarify that the deadline is
Friday at 4 p.m.?”
• Listening first: Good manners start with listening. Let others finish, paraphrase to
confirm understanding, and ask focused questions. Silence can be respectful—not
every pause needs filling.
• Meetings etiquette: Arrive a few minutes early, silence devices, and come prepared.
If you must step out, excuse yourself briefly. Keep contributions relevant and
time-aware.
• Email basics: Use a clear subject line, proper greeting, and a one-screen message
when possible. Close with a helpful sign-off and signature. Reply within a reasonable
window or send an acknowledgment if more time is needed.
• Phone and video calls: On calls, identify yourself upfront and confirm if it’s a good
time. In video meetings, check lighting and background, mute when not speaking,
and avoid multitasking.
• Respect for time: Start and end on time, share agendas, and stick to decisions. If
running late, inform in advance and offer to reschedule.
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• Cultural awareness: Manners can vary across cultures. When unsure, mirror the
formality level of your host, ask respectfully, and avoid making assumptions about
gestures or humor.
• Handling conflict: Focus on issues, not people. Use calm language (“I see it
differently because…”) and seek solutions. If you err, apologize promptly and
specifically.
• Dining and social settings: Keep conversation inclusive and light. Don’t dominate the
table; match the pace of others, and thank your host before and after.
• Follow-through: Confirm commitments in writing, meet your promises, and update
proactively if circumstances change. Reliability is the most elegant manners of all.
Back to Riya: She greets the client by name, keeps her phone on silent, listens before
speaking, and makes a crisp note of action items. No theatrics—just steady respect. The
room relaxes. That’s business manners working quietly in the background.
Use of visual aid in oral presentations
Visual aids are not decorations; they are co-speakers. Their job is to make your message
easier to see, remember, and act upon. Used well, they help the audience follow your story;
used poorly, they compete with your voice.
• Purpose and payoff: Visuals reduce cognitive load. Charts show trends at a glance,
diagrams explain structure, and images set context. If a visual doesn’t clarify or
persuade, it doesn’t belong.
• Choose the right tool:
o Slides: Great for structured talks; keep them minimal and consistent.
o Charts/graphs: Use bar charts for comparisons, line charts for trends, and pie
charts sparingly for simple proportions.
o Props/models: Powerful for demos when the audience can see them clearly.
o Whiteboards: Ideal for live problem-solving; write large and legible.
• Design principles that help, not distract:
o One idea per slide: If you need to say “and also,” it’s probably a new slide.
o Big fonts, high contrast: Aim for 28+ point fonts; dark text on light
background or vice versa.
o Clean visuals: Remove gridlines and clutter; label directly where possible.
o Color with purpose: Use color to group or highlight, not to decorate. Ensure
colorblind-friendly palettes.
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o Consistent layout: Same placement for titles, numbers, and legends builds
rhythm.
• Story flow: Frame your talk like a journey: problem, approach, insight, action. Use
a roadmap slide early, signpost transitions (“Now, the findings”), and end with a
clear ask.
• Speak to the audience, not the screen: Face people, not slides. Use the slide as a
cue, not a script. Pause to let complex visuals sink in, then explain the key takeaway
in one sentence.
• Data honesty: Start axes at sensible points, avoid 3D effects, and show sources
briefly. If uncertainty exists, acknowledge it. Trust is a visual too.
• Engagement techniques:
o Progressive reveal: Bring in elements step-by-step so attention follows your
words.
o Questions: Ask a short, focused question to reset attention and check
understanding.
o Analogies: Pair a simple image with a metaphor to make abstract ideas
tangible.
• Accessibility and inclusivity: Provide enough contrast, use alt-descriptions when
sharing decks, and avoid text-heavy slides. Don’t rely on color alone to convey
meaning; add labels or patterns.
• Common pitfalls to avoid:
o Text walls: If you’re reading a paragraph from a slide, the slide is doing your
job.
o Tiny numbers: If it can’t be read from the back row, it’s invisible.
o Over-animation: Movement should guide, not entertain.
o Inconsistent styles: Random fonts and colors make your message feel
chaotic.
• A quick pre-talk checklist:
o Room and tech: Test display, audio, clicker, and aspect ratio.
o Backup: Carry a PDF copy and shareable link.
o Timing: Rehearse to finish a few minutes early.
o Handouts: Offer a one-page summary for later reference.
Riya’s presentation day arrives. Her slides are spare—one insight per screen, a clean line
chart, and a simple call to action. She faces the room, not the projector, and lets a short
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pause land before delivering each key point. The visuals lift her words instead of fighting
them. Afterwards, questions are about ideas, not “Can you zoom in?” That’s the quiet magic
of good visual aids.
Direct answer: Business manners are practical habits—respectful greetings, punctuality,
clear communication, cultural sensitivity, and reliable follow-through—that make
professional interactions smooth and trustworthy. Visual aids in oral presentations should
be chosen and designed to clarify a single idea at a time, using clean design, purposeful
colour, honest data, and audience-focused delivery to support, not overshadow, the
speaker.
SECTION-D
7. List down any key principles of communicating with statutory authorities. Explain the
different parts of such a communication.
Ans: On a humid Monday morning, a small manufacturer named Aarav receives a notice
from a regulator asking for clarifications about his waste-disposal records. His heart skips;
the word “statutory” feels heavy. He could panic, or he could treat this like a well-marked
road: follow the signs, keep his facts straight, and arrive safely. What Aarav learns that day is
the essence of communicating with statutory authorities—clarity, respect, and disciplined
structure turn a tense exchange into a professional dialogue.
Key principles of communicating with statutory authorities
• Accuracy first: Every date, figure, name, and reference must be correct. Verify
against registers, filings, and prior correspondence before you send.
• Clarity and brevity: Use plain, neutral language. Short paragraphs, defined sections,
and a logical flow help the reader find answers quickly.
• Timeliness: Acknowledge receipt promptly and respond before the deadline. If you
need more time, request an extension with reasons and a proposed date.
• Relevance only: Address the specific queries or statutory provisions cited. Do not
add unrelated history or opinions that may distract.
• Professional tone: Be respectful and non-argumentative, even when disagreeing. Let
facts and citations carry the weight, not emotion.
• Evidence-backed: Attach supporting documents (certificates, logs, invoices,
screenshots) and point to the exact page or clause that proves each statement.
• Consistency with records: Ensure your explanation aligns with prior filings, licenses,
and policies. If there’s a discrepancy, explain it openly.
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• Legal and policy references: Cite sections, rules, circulars, or notifications precisely.
Use exact numbers and dates to anchor your position.
• Single point of contact: Nominate an authorized signatory and provide direct contact
details to avoid crossed wires or mixed messages.
• Document control: Number pages, version your drafts, and keep a complete record
of what you sent and when you sent it.
• Confidentiality awareness: Mark sensitive information appropriately and share only
what’s necessary to meet the request.
• Action orientation: End with clear next steps—what you will do, by when, and what
you request the authority to do.
• Transparency in errors: If you’ve made a mistake, state it plainly, correct it, and
outline your preventive steps.
• Cultural and procedural respect: Follow the specified format, portal steps, or
template if the authority requires one.
Parts of a communication to a statutory authority
• Header and identifiers:
o Sender details: Full legal name of the entity, registered address, registration
numbers (e.g., license, tax, or registration IDs).
o Date and place: The date of submission and city.
o Reference numbers: Quote the notice number, order number, or case file ID
exactly as received.
• Addressee and subject:
o Authority details: Name, designation, department, and office address.
o Subject line: A precise, one-line summary, e.g., “Response to Notice No.
123/2025 dated 05 Aug 2025 regarding waste-disposal logs.”
• Salutation and opening purpose:
o Greeting: “Sir/Madam” or designated title.
o Purpose statement: One clean sentence stating why you’re writing and what
you are enclosing or seeking.
• Factual background:
o Timeline: Key dates and events in order.
o Scope: What operations or periods the response covers.
o Current status: Where things stand now.
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• Issues and responses (point-wise):
o Restate each query: Quote or paraphrase the authority’s point.
o Direct answer: Provide the precise fact or explanation.
o Evidence pointers: Refer to attachments by annexure number and page (“See
Annexure B, p. 3”).
• Legal or policy basis:
o Citations: Sections, rules, circulars supporting your position.
o Interpretation: A brief, neutral explanation tying the law to your facts.
• Relief or action requested:
o Clear ask: Closure of notice, extension of time, modification of conditions, or
approval—state it concisely.
o Commitments: What you will do next and by when.
• Corrective and preventive actions (if applicable):
o Immediate fix: Steps already taken to rectify the issue.
o Prevention plan: Controls, training, audits, or system changes to avoid
recurrence, with timelines.
• List of enclosures:
o Annexure table: Numbered list with document names and brief descriptions
so the officer can navigate quickly.
• Declaration and sign-off:
o Attestation: A line certifying truthfulness and completeness to the best of
knowledge.
o Signature block: Name, designation, seal (if used), and contact details.
• Copies and contact:
o CC list: Other departments or officials if required.
o Contact point: Phone and email of the authorized person for follow-up.
Modes and practical tips (letter, email, portal)
• Formal letter:
o Use case: When original signatures, letterhead, or physical annexures matter.
o Tip: Courier with tracking; include a soft copy on USB if large enclosures are
needed.
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• Email submission:
o Use case: When timelines are tight or the authority accepts electronic
responses.
o Tip: Use a professional address, compress and name files clearly, and request
acknowledgment.
• Online portal:
o Use case: Mandatory for many filings or replies.
o Tip: Adhere to character limits, upload formats, and annexure labels exactly;
take screenshots of submission receipts.
Tip: Name files systematically, e.g., “Annexure-C_Invoice-Set_Jan-Mar-2025.pdf,” and
reference them the same way in your letter.
Follow-up and record-keeping
• Acknowledgment tracking: Keep delivery proofs, portal receipts, and read
confirmations. Log dates in a simple tracker.
• Calendar next steps: Note deadlines for hearings, additional information, or
inspections, and assign owners.
• Meeting etiquette: If called for a hearing, carry two extra sets of documents, arrive
early, and be ready to summarize your key points in three minutes.
• Post-decision actions: If the authority grants relief or seeks more data, act
immediately and confirm completion in writing.
8. Write short notes on the following:
(a) Format of a resume
(b) Cover letter for a resume.
Ans: A crisp sheet of paper can open doors. In a busy HR office, recruiter Meera scans two
applications in under a minute. One resume breathes—clean headings, sharp bullets,
outcomes with numbers. The other is a wall of text, skills buried, dates confused. Guess
which pile each lands in? That tiny scene carries the lesson: format is not decoration; it’s
clarity. And beside every strong resume sits a cover letter that introduces, frames, and
invites a conversation.
Format of a resume
• Purpose: Your resume is a one-page proof of fit, not your life story. It should show
relevance, outcomes, and credibility at a glance.
• Recommended structure (reverse-chronological):
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o Header: Name, phone, email, city, links (LinkedIn/portfolio).
o Headline/summary: 2–3 lines highlighting role, domain, and top wins.
o Key skills: 6–10 targeted hard skills mapped to the job description.
o Experience: Roles in reverse order with impact bullets.
o Education: Degree, institution, year, key honors.
o Extras (optional): Certifications, projects, awards, volunteering.
• Header details:
o Name prominence: Larger font for instant identity.
o Professional email: firstname.lastname@provider.com.
o Location: City, country; willing to relocate if relevant.
o Links: Clean URLs (custom LinkedIn slug), portfolio or GitHub for relevant
roles.
• Summary vs objective:
o Summary: For experienced candidates; shows value. “Operations analyst
with 4+ years reducing turnaround by 22% through process automation.”
o Objective: For freshers/career shifters; states direction plus value. “Business
graduate seeking analyst role; proficient in SQL and Excel dashboards.”
• Experience bullets that earn attention:
o Action + task + outcome: “Launched email lifecycle program increasing
90-day retention from 38% to 52%.”
o Quantify: Use numbers, ranges, or time saved. If exact figures are
confidential, use percentages or scale.
o Context: Add scope where helpful—budget, team size, markets.
• Design for skimmability:
o One page if <10 years: Two pages only for senior profiles with relevant
breadth.
o Readable fonts: Calibri, Garamond, Inter, or similar at 10.5–12 pt; headings
13–16 pt.
o Spacing: 0.5–1 inch margins, ample white space, consistent bullet
indentation.
o Consistent styling: Same date format and tense (past for past roles, present
for current).
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• ATS friendliness:
o Simple layout: Avoid text boxes, images, or complex tables that parsing may
miss.
o Standard headings: “Experience,” “Education,” “Skills” help scanners and
software.
o Keywords: Mirror role-specific terms from the job post naturally within
bullets and skills.
o File type: PDF unless requested otherwise; ensure text is selectable.
• Skills section that signals fit:
o Group smartly: “Analytics: SQL, Excel, Tableau; Marketing: GA4, CRM;
Methods: A/B testing.”
o Balance: Focus on hard skills; weave soft skills into bullets via behavior (“led,”
“mentored,” “negotiated”).
• Education and early-career tweaks:
o Freshers: Put Education above Experience; add projects with outcomes
(“Built Flask app serving 5k MAU”).
o Coursework and GPA: Include if recent and strong; remove as experience
grows.
• Optional sections that add proof:
o Certifications: Include provider and year (e.g., “PMP, 2024”).
o Awards: One-liners with criteria or scale.
o Community/volunteering: Especially for leadership or impact roles.
• Avoid these pitfalls:
o Vague claims: “Team player,” “hard-working” without evidence.
o Typos and tense shifts: Proofread; read aloud for flow.
o Personal details: No photo, marital status, religion, or full address.
o Clutter: Remove outdated roles or unrelated hobbies unless they show
relevant skills.
• Smart finishing touches:
o File naming: “Name_Role_Company.pdf” looks professional.
o Recency bias: More space to recent and relevant roles.
o Referees: “Available on request” is sufficient unless asked.
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Quick outline: Header; 2-line summary; Skills (10 keywords); Experience (3–5 bullets per
role); Education; Certifications/Projects.
Cover letter for a resume
Think of the cover letter as the narrative wrapper for your evidence. It answers three
questions: Why this role? Why you? Why now?
• Format and layout:
o Header match: Mirror your resume header for a unified look.
o Date and recipient: Name, title, company, and address if available.
o Salutation: “Dear Ms./Mr. [Last Name],” or “Dear Hiring Manager,” if unsure.
o Length: 250–400 words, 3–5 short paragraphs, one page max.
• Opening that hooks without fluff:
o Position clarity: State the role and where you found it.
o Connection point: A referral, a product you admire, or a mission tie.
o Mini-thesis: One sentence summarizing your core fit. Example: “As a QA lead
who cut release defects by 31% across two product lines, I’m excited to bring
disciplined testing to Acme’s payments platform.”
• Body that proves, not promises:
o Align to priorities: Echo 2–3 must-haves from the job post.
o Evidence bullets or mini-paragraph:
▪ Impact: “Reduced churn 14% by launching feedback loops in
onboarding.”
▪ Scale: “Managed 12-member cross-functional squad; $3.2M annual
budget.”
▪ Tools/methods: “Built dbt models; automated QA with Cypress.”
o Bridge the story: One sentence linking your experience to their context:
“Given your recent SEA expansion, my distributor onboarding playbook can
accelerate time-to-revenue.”
• Tone and voice:
o Professional, warm, specific: Avoid clichés; use the company’s vocabulary
lightly.
o Confidence without arrogance: Let numbers and results carry authority.
o Concise: Every line should advance your candidacy.
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• Addressing gaps or transitions (if relevant):
o Own it briefly: “After a parental break in 2023, I completed the Meta
Marketing certificate and led two freelance campaigns increasing ROAS by
2.1x.”
o Relevance first: Tie the pivot to the job’s needs.
• Closing that invites next steps:
o Call to action: “I’d welcome the chance to discuss how this roadmap could lift
activation by Q4.”
o Availability: Interview windows, notice period if needed.
o Sign-off: “Sincerely,” then your name and contact.
o Attachments note: Reference attached resume/portfolio if emailing.
• Customization checklist:
o Company specifics: Mention a product launch, values, or market move.
o Hiring manager name: Verify spelling; it signals care.
o Keywords: Include a few role terms to align with screening systems.
• Common mistakes to avoid:
o Repeating the resume: Add context and motivation, not duplicate bullets.
o Generic templates: One-size letters feel hollow; tailor each time.
o Over-formality or slang: Aim for clear, modern business English.
o Typos and formatting drift: Keep fonts, spacing, and header consistent with
the resume.
A brief second scene: Arjun’s updated application lands on Meera’s desk. His resume leads
with outcomes; his cover letter opens with a crisp line tying his dashboard redesign to the
company’s recent analytics push. Meera doesn’t have to hunt for relevance—the format
makes it obvious. That’s the point: the resume shows you’re capable; the cover letter shows
you’re intentional.
Direct answer: The resume format should present contact details, a focused summary,
targeted skills, reverse-chronological experience with quantified impact, education, and
selective extras—cleanly designed for skimmability and ATS parsing. The cover letter should
mirror the resume’s header, open with a clear hook, align 2–3 proof points to the role,
address any gaps briefly, and close with a confident, specific call to action.
“This paper has been carefully prepared for educational purposes. If you notice any mistakes or
have suggestions, feel free to share your feedback.”
