mb0039 set 2
TRANSCRIPT
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INSTRUCTIONS FOR ASSIGNMENT SUBMISSION
1. Completed assignments must be typed and formatted neatly and soft copies should be
uploaded on or before the dates mentioned above. (September 15,2012)
2. Ensure that you answer all questions according to the marks allocated.
3. Content that has been directly copied from the Internet or the Book will NOT be
accepted.
MBA- Semester 1
Assignment Set 2 - Marks 60 (6X10=60)
MB0039- Business Communication - 4 credits
Subject Code - MB0039
*** Please fill in all the details in complete and only in CAPITAL letters
Name
Registration Number
ANSHUL MITTAL
1205018626
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4. Please attempt all the assignments individually and independently. Assignments that
have been copied and shared among students will be automatically rejected and
disqualified.
5. Please attach correct assignments to correct subjects. Incase of any errors the student
will be marked absent for the specific subject
6. Late submissions will NOT be accepted.
7. Follow assignment format and complete all the details for each assignment individually.
8. Roll no/Registration Number found mentioned anywhere else except the place
provided, the assignments will be rejected.
9. Incase students extra details like contact number, Name found listed anywhere on this
document, the assignments will be rejected.
Note: Each question carries 10 Marks. Answer all the questions.
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Question 1- Explain the purpose of keeping minutes of a meeting. What goes into thecontents of minutes of a meeting?Ans 1
Taking Minutes forms an essential part of most meetings. Their purpose is firstly to record
Action Points, ie, what actions have been decided upon, who is responsible and what the
milestones and deadlines are. Secondly they record summaries of the discussions held at the
meeting. Taking minutes is a skilled job because the minute taker has to follow what can be
confusing and inarticulate debates and summaries accurately what was said. After the meeting
the minutes should be checked with the chairperson to confirm accuracy and then circulated to
all attendees and anyone else affected by any decisions taken at the meeting.
At some point your boss may ask you to take minutes at a meeting. This task isn't reserved for
secretaries only. Any person who attends a meeting may be asked to do this. Since the minutes
will serve as an official record of what took place during the meeting, you must be very accurate.
Here are some pointers to help you master this skill.
Before the Meeting
1. Choose your tool: Decide how you will take notes, i.e. pen and paper, laptop computer,
or tape recorder.2. Make sure your tool of choice is in working order and have a backup just in case.
3. Use the meeting agenda to formulate anoutline.
During the Meeting
1. Pass around an attendance sheet.
2. Get a list of committee members and make sure you know who is who.
3. Note the time themeeting begins.
4. Don't try to write down every single comment -- just the main ideas.
5. Write down motions, who made them, and the results of votes, if any; no need to write
down who seconded a motion.
6. Make note of any motions to be voted on at future meetings.
7. Take signature of all the attendee on the conclusion of a meeting.
After the Meeting
1. Type up the minutes as soon as possible after the meeting, while everything is still fresh
in your mind.
2. Include the name of organization, name of committee, type of meeting (daily, weekly,
monthly, annual, or special), and purpose of meeting.
3. Include the time the meeting began andended.
4. Proofread the minutes before submitting them.
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Question 2 Prepare a brief notice to be put up on official notice boards, informing
employees of your organization about a newly introduced, official bus service.Ans
Notice boards are an ideal platform to allow you to put up information if you want it to be seen by
everyone around you. Notice boards are often used in a variety of setting including schools,
offices, government buildings, and in private homes. Notice boards serve the purpose of
informing, warning and directing people to the right place for the right purpose. Notice boards
are made up of several materials. Cheap noticeboards do not last as long as higher quality
more expensive boards, but then can however provide the ideal solution for those on a budget
or those looking for just light or short to medium term use
Please find the notice below
NOTICE Date: 14/09/2012REF: ADM/AM/20
Sub: Information on newly introduced bus services.
This is to inform all the employees of SMC India that management has
decided to introduce bus service for pick and drop to entire employee of
SMC India. This bus service will be start operating from next week. All are
requested to send their address , land mark details with photograph to us
through your concerning head of department.
The list of Stoppages with route number is given below kindly select and
sends us before 29 Sep 2012. List with employee name, timing and
stoppages of designated route number will be displayed on 30 Sep 2012.
Route 1. Noida, Phase II , Bhangel, Atta market , Sec 34 , Plant.
Route 2. Faridabad Sec 55, Sec 44, Sec 42, NHPC square, Badarpur, Plant
Route 3. Dilshad Garden, Mayur vihar, Vinod nagar, Noida Cut, Plant.
All are encourage making full use of this facility and make this
arrangement successful
Manager - Admin
http://www.adboards.com/noticeboards-sundealahttp://www.adboards.com/noticeboards-sundealahttp://www.adboards.com/noticeboards-sundealahttp://www.adboards.com/noticeboards-sundealahttp://www.adboards.com/noticeboards-sundeala -
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Question 3 Write short notes on (a) Upward communication (b) Downwardcommunication (c) Horizontal communicationAns 3
Upward Communication
This may be defined as information that flows from subordinates to superiors. Some of the
reasons for upward communication include discussing work related problems, giving
suggestions for improvement and sharing feelings about the job and co-workers.
This type of communication has both benefits and disadvantages. One of the biggest benefits is
problem-solving. Once a subordinate has brought a problem to his superiors notice, chances
are that the problem will not recur, since the subordinate learns from his superior how to tackle it
the next time. Thus, his ability to solve new problems and therefore his managerial ability,
improves. Another benefit that could arise from upward communication is that valuable ideas
and suggestions may sometimes come from lower level employees. Therefore organizations
should encourage this kind of communication. A third benefit is that employees learn to accept
the decisions of management and thereby work as a team. The biggest problem associated with
this type of communication is that it may lead to handing down of decisions by superiors. When
subordinates frequently seek the superiors guidance, the latter may adopt an authoritarian
approach and merely give instructions, disregarding the subordinates opinion completely.
Upward Communication is a mean for staff to:
1. Exchange information
2. Offer ideas
3. Express enthusiasm
4. Achieve job satisfaction
5. Provide feedback
Downward Communication
This may be defined as information that flows from superiors to subordinates. The most
common reasons for downward communication are for giving job instructions, explaining
company rules, policies and procedures and giving feedback regarding job performance. A
number of studies have indicated that regular downward communication in the form of feedback
given to employees is the most important factor affecting job satisfaction. Therefore
organizations today are trying to encourage more of this type of communication. There are both
benefits and disadvantages associated with this type of communication. Downward
communication that provides regular feedback will be beneficial if the feedback or review of
performance is constructive. A constructive review is one where a manager counsels an
employee, or advises him on how to improve his performance. On the other hand, a destructive
review can destroy employee morale and confidence. Regular downward communication also
creates a climate of transparency or openness, where information is passed on through official
channels, rather than through rumors. Thirdly, downward communication boosts employee
morale, since it indicates that management is involved in their progress. The problems with this
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type of communication are the danger of doing destructive reviews, as mentioned, and that of
message overload. This means that superiors many sometimes burden their subordinates with
too many instructions, leading to confusion.
This type of communication is needed in an organization to:
1. Transmit vital information
2. Give instructions
3. Encourage 2-way discussion
4. Announce decisions
5. Seek cooperation
6. Provide motivation
7. Boost morale
8. Increase efficiency
9. Obtain feedback
Horizontal Communication
This type of communication is also known as lateral communication. It may be defined as
communication that takes place between co-workers in the same department, or in different
departments, with different areas of responsibility. For example, Sales Managers and
Advertising Managers in the Marketing department, or Marketing Managers and Finance
Managers. The reasons for this type of communication are for coordination of tasks, sharing of
information regarding goals of the organization, resolving interpersonal or work related problems
and building rapport. The biggest potential benefit of horizontal communication is the sense of
teamwork that is created. Regular communication of this type ensures that all co-workers work
together towards achieving a common goal in the overall interest of the organization. The
biggest potential problem is that conflicts such as ego clashes are bound to arise, when co-
workers at the same level communicate on a regular basis.
Communication among employees at the same level is crucial for the accomplishment of work.
Horizontal Communication is essential for:
1. Solving problems
2. Accomplishing tasks
3. Improving teamwork
4. Building goodwill
5. Boosting efficiency
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Question 4 - Go through business magazines and daily newspapers and select asituation when a company was facing a crisis (e.g., Coke and Pepsi pesticidecontroversy). How did the company communicate with its shareholders and otherstakeholders to overcome the crisis? Was the communication effective?
Ans 4
After going through paper and articles I have selected Maruti Manesar plant crises situation.
On July 18, production at the factory came to a sudden halt after violent conflict between
management and workers resulted in the death of its human resources general manager,
injuries to 96 employees, and damage to the plant. Worried about the safety of its staff, Maruti
has shut down the factory indefinitely. The lockout is costing it over Rs 50 crore daily, say
analysts and due to this Maruti Suzuki shares in market fall steeply.
Maruti Suzuki Communication with share holder and stake holder in crises
Through print Media , TV Media, Internet, website etc Maruti release statement whose main
points are
1. They says by any account, this is not an industrial relations problem in the nature of
management-worker differences over issues of wages or working conditions. Rather, it is
an orchestrated act of mob violence at a time when operations had been normal over the
past many months.
2. Such acts of violence are pre planned, unprovoked and gruesome - have implicationsbeyond one company or region. They are negative trigger for existing companies and
regions across the country, as also for prospective investors and job seekers
3. The managements most important concern at this time is the safety and security of its
supervisory and management personnel. The management firmly believes that unless
the causes are identified and appropriate corrective action is in place it would be unsafe
for supervisors and managers to resume work.
4. The Company wants to ensure that the injured continue to receive quality medical care
and recover from the mental trauma caused by the violence. About 30 managers and
executives are currently admitted in hospitals in Gurgaon. Even among those discharged
from hospital, many are going through trauma owing to the terror and abuseaccompanying the attacks. The families of these victims remain disturbed
5. Maruti will extending full cooperation to the police and government authorities in
identifying the guilty and taking suitable action.
6. Both our plants in the Manesar campus were, of course, closed from 18 July. We will
shortly announce our decision on the next steps with regard to resuming operations in
these facilities. We request our customers and partners to bear with us in this
extraordinary situation.
I feel that by these communication was effective and Maruti again gain the confidence of its
shareholders and stakeholders.
http://businesstoday.intoday.in/story/swift-dzire-drives-maruti-suzuki-sales-up-in-july/1/186845.htmlhttp://businesstoday.intoday.in/story/swift-dzire-drives-maruti-suzuki-sales-up-in-july/1/186845.html -
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Many voices emerge some loudly when a crisis unfolds. It is essential for a company to
know which stakeholder groups are most important, so that they can weigh carefully the impact
of their decisions on each group. When trouble surfaces, many interest groups will have a stake:
1. Shareholders/investors.
2. Customers.
3. Employees.
4. Vendors/suppliers.
5. Government officials.
6. Media.
7. NGOs and special interest groups.
8. Members of the public-at-large.
A company in crisis will want to live up to its stakeholders expectations and honor their
interests. These groups have tied their own future to the company; they have a stake and the
way the crisis plays out has implications for them. Many also have their own views about the
standards that should be central to a companys response. Recognizing that stakeholders may
have competing interests and conflicting views about the values that should guide company
decisions, boards and senior executives can set the stage for crisis management by considering
stakeholder expectations. Answering these broad questions can guide response to the
stakeholder views that will come up
Ignoring Values in a Crisis Can Result in:
1. Denial..Downplaying the situation or refuting involvement
2. Internal Chaos..No internal coordination3. Transference..Its someone elses problem4. Deception..Cover up the wrongdoing5. Boxes..Organizational parts develop hardened opinions of right and wrong6. Fishing..Calling in anyone and everyone from outside7. Silos..Sectors operating in isolation. Self-preservation behavior can occur8. Paralysis..Inability or Refusal to act
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Question 5 - Discuss the different types of business reportsAns 5.
Different types of reports used in business:
After thorough study, collection of all relevant facts and information and proper scrutiny and
analysis of a problem relating to past or present, submission of the conclusions supported by
statements and other relevant data etc. is called a report, which offers suggestions for solution
of the problem studied. The following are the two bases of classifying the reports-
1. According to function, and
2. According to formality.
3. According to functions the reports may be divided into three parts:
a) Informational reports.
b) Analytical reports
c) Research reports.
4. According to formality the reports may be divided into two parts:
a) Statutory reports
b) Non statutory or voluntary reports.
The above two may further be divided into two parts again, i.e. (i) routine reports and (ii) special
reports.
Informational reports:
These reports present facts about certain given activity in detail without any note or suggestions.
Whatever is gathered is reported without giving any thing by way of either explanation or any
suggestion. A vice-chancellor asking about the number of candidates appearing at a particular
examination naturally seeks only information of the fact (candidates taking up the examination)
of course without any comment. Generally such reports are of routine nature. Sometimes they
may fall under statutory routine category. A company registrar asking for allotment return within
the stipulate period is nothing but informational routine, falling under statutory but routine report.
Analytical reports
These reports contain facts along with analytical explanations offered by the reporter himself or
may be asked for by the one who is seeking the report. Such reports contain the narration of
facts, collected data and information, classified and tabulated data and also explanatory note
followed by the conclusions arrived at or interpretations. A company chairman may ask for a
report on falling trends in sale in a particular area. He will in this case be naturally interested in
knowing all the details including that of opinion of any of the investigator.
Research reports
These reports are based on some research work conducted by either an individual or a group of
individuals on a given problem. Indian oil company might have asked its research division to find
some substitute for petrol, and if such a study is conducted then a report shall be submitted by
the research division detailing its findings and then offering their own suggestions, including the
conclusions at which the division has arrived at as to whether such a substitute is these and if it
is there can the same be put to use with advantage and effectively. All details shall naturally be
asked and has to be given. In fact such a report is the result of are search.
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Statutory reports
These reports are to be presented according to the requirements of a particular law or a rule or
a custom now has become a rule. The auditor reports to company registrar has to be submitted
as per the requirements of country legal requirement. A return on compensation paid to factory
workers during a period by a factory has to be submitted to competent authorities periodically.
These reports are generally prepared in the prescribed form as the rules have prescribed.
Non statutory reports
These reports are not in the nature of legal requirements or rules wants, therefore, the reports
are to be prepared and submitted. These reports are required to be prepared and submitted: (i)
for the administrative and other conveniences,(ii) for taking decision in a matter (iii) for policy
formulations, (iv) for projecting the future or (v) anything alike so that efficient and smooth
functioning maybe assured and proper and necessary decision may be taken with a view to see
that everything goes well and the objectives of the organization are achieved with assured
success.
Routine reports
These reports are required to be prepared and submitted periodically on matters required by the
organization so as to help the management of the organization to take decisions in the matters
relating to day to day affairs. The main objectives of routine reports are to let the management
know as to what is happening in the organization, what is its progress where the deviation is,
what measures have been taken in solving the problems and what to do so that the organization
may run smoothly and efficiently. Routine reports are generally brief. They only give the facts.
No comments or explanations are usually offered in such reports. Generally forms are
prescribed for preparation and submission of such reports.
Special reports
Such a type of report is specially required to be prepared and submitted on matters of special
nature. Due to an accident a death of the foreman has occurred in a factory. The factory
manager may ask for a detail report from the head foreman. Such a report is classified as
special reports. These reports contain not only facts and details but they may contain
suggestion, comments and explanations as well
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Question 6 - List the different steps involved in report preparationAns 6
Report writing is an essential skill for professionals in almost every field.
Steps in report preparation are
1. Stages in report writing
2. Terms of reference
3. Planning your report
4. Collecting information
5. Organizing information
6. Structuring your report
7. Style of writing
8. Layout
9. Presentation
10. Redrafting and checking
11. Checklist
Writing reportsA report is a statement of the results of an investigation or of any matter on which definiteinformation is required.
1. The following stages areinvolved in writing a report:
2. Clarifying your terms of reference
3. Planning your work
4. Collecting your information
5. Organizing and structuring your information6. Writing the first draft
7. Checking and re-drafting.
Different types of reports Stages in report writing
Step 1 Reference
The terms of reference of a report are a guiding statement used to define the scope of your
investigation. You must be clear from the start what you are being asked to do. You will probably
have been given an assignment from your tutor but you may need to discuss this further to find
out the precise subject and purpose of the report. Why have you been asked to write it?Knowing your purpose will help you to communicate your information more clearly and will help
you to be more selective when collecting your information.
Step 2 Planning
Careful planning will help you to write a clear, concise and effective report, giving adequate time
to each of the developmental stages prior to submission.
1. Consider the report as a whole
2. Break down the task of writing
3. The report into various parts.4. How much time do you have to write the report?
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5. How can this be divided up into the various planning stages?
6. Set yourself deadlines for the various stages.
Draw up an outline structure for your report and set the work within a sensible time scale for
completion by the given deadline. Some of the most time-consuming parts of the process are
collecting and selecting your information, and checking and revising your report.
Step 3 Collecting Information
There are a number of questions you need to ask yourself at this stage:-
1. What is the information you need?
2. Where do you find it?
3. How much do you need?
4. How shall you collect it?
5. In what order will you arrange it?
You may have much of the information you need already such as results from a laboratory
experiment or descriptions of your methods of data collection. However, there may be other
material which is needed such as background information on other research studies, or
literature surveys. You may need to carry out some interviews or make a visit to the university
library to collect all the information you need.
1. Make a list of what information you need.
2. Make an action plan stating how you are going to gather this.
The Information Technology Skills Guide contains much useful advice on the use of electronic
information sources. This guide is available from the University's Flexible LearningInitiative.
Step 4 Organizing Information:
One helpful way of organizing your information into topics is to brainstorm your ideas into a
spider diagram.
1. Write the main theme in the centre of a piece of paper.
2. Write down all the ideas and keywords related to your topic starting from the centre and
branching out along lines of connecting ideas.
Step 5
1. Each idea can be circled or linked by lines as appropriate.
2. When you have finished, highlight any related ideas and then sort topics.
3. Some ideas will form main headings, and others will be sub-sections under these
headings.
4. You should then be able to see a pattern emerging and be able to arrange your main
headings in a logical order.
Further advice concerning the organizing of material can be found in another section of this
Study Guide, Taking notes.
Step 6 Structuring your report:
There are different types of report such as laboratory reports or report son an industrial
placement. Always check with the person commissioning the report (your tutor, your placement
Supervisor ) to find out precisely what your report should include and how it should be
presented. The following common elements can be found in many different reports:
1. Title page
2. Acknowledgements
3. Contents
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4. Abstract or summary
5. Introduction
6. Methodology
7. Results or findings
8. Discussion
9. Conclusion and recommendations
10. References
11. Appendices
We shall now look at each of these in turn.
1. Title page: This should include the title of the report (which should give a precise
indication of the subject matter), the authors name, module, course and the date.
2. Acknowledgements: You should acknowledge any help you have received in collecting
the information for the report. This may be from librarians, technicians or computer
centre staff, for example.
3. Contents: You should list all the main sections of the report in sequence with the page
numbers they begin on. If there are charts, diagrams or tables included in your report,
these should be listed separately under a title such as List of Illustrations together with
the page numbers on which they appear.
4. Abstract or summary: This should be a short paragraph summarizing the main contents
of the report. It should include a short statement of the main task, the methods used,
conclusions reached and any recommendations to be made. The abstract or summary
should be concise, informative and independent of the report.
Step 7 Introduction:
This should give the context and scope of the report and should include your terms of reference.
State your objectives clearly, define the limits of the report, outline the method of enquiry, give a
brief general background to the subject of the report and indicate the proposed development.
Methodology:
In this section you should state how you carried out your enquiry. What form did your enquiry
take? Did you carry out interviews or questionnaires, how did you collect your data? What
measurements did you make? How did you choose the subjects for your interviews? Present
this information logically and concisely.
Results or findings:
Present your findings in as simple a way as possible. The more complicated the information
looks, the more difficult it will be to interpret. There are a number of ways in which results can be
presented.
Here are a few:
a) Tables
b) Graphs
c) Pie charts
d) Bar charts
e) DiagramsStep 8 Discussion:
This is the section where you can analyze and interpret your results drawing from theinformation which you have collected, explaining its significance. Identify important issues and
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suggest explanations for your findings. Outline any problems encountered and try and present a
balanced view.
Conclusions and recommendations:
This is the section of the report which draws together the main issues. It should be expressed
clearly and should not present any new information. You may wish to list your recommendations
in separate section or include them with the conclusions.
References:
It is important that you give precise details of all the work by other authors which has been
referred to within the report. Details should include:
1. Authors name and initials.
2. Date of publication.
3. Title of the book, paper or journal.
4. Publisher
5. Place of publication
6. Page numbers
Details of the journal volume in which the article has appeared. References should be listed in
alphabetical order of the authors' names. Make sure that your references are accurate and
comprehensive.
Appendices:
An appendix contains additional information related to the report but which is not essential to the
main findings. This can be consulted if the reader wishes but the report should not depend on
this. You could include details of interview questions, statistical data, a glossary of terms, or
other information which may be useful for the reader.
Step 9 Style of writing:
There are several points that you will need to consider when you are writing your report:
active or passive?
Your tutor will be able to advise whether the report should be written in the active or passive
voice.
The active voice reads as follows:
I recommend ...
The passive voice reads
It is recommended that ...
The active voice allows you to write short, punchy sentences. The passive appears more formaland considered. Be aware of these differences and avoid mixing the two voices.
Simplicity:
Most written reports should avoid using overly complicated language. If a report is to persuade,
brief or justify, it's message must be clear. Furthermore ,the factual presentation of data should
not be swamped with sophisticated, lengthy sentences. Avoid using unnecessary jargon. This
confuses even the most informed reader.
Ensure that your abbreviations are standardized. All too often authors invent their own jargon to
ease the pressure on writing things in full. Be cautious of confusing your reader.
Use of language:
Most reports should avoid the use of subjective language. For example, to report on a changein colouration from a "stunning green to a beautiful blue" is to project your own values onto a
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measurable outcome. What does the term "beautiful" mean to you? What will it mean to your
reader? Such subjective or personal language commonly has no place in the more objective
field of report writing.
Step 10 Layout:
Most reports have a progressive numbering system. The most common system is the decimal
notation system. The main sections are given single arabic numbers -1, 2, 3 and so on. Sub-
sections are given a decimal number - 1.1, 1.2, 1.3 and so on. Sub-sections can be further
divided into - 1.11, 1.12, 1.13 and so on.
Step 11 Presentation:
The following suggestions will help you to produce an easily read report:
1. Leave wide margins for binding and feedback comments from your tutor.
2. Paragraphs should be short andconcise.
3. Headings should be clear - highlighted in bold or underlined.
4. All diagrams and illustrations should be labelled and numbered.
5. All standard units, measurements and technical terminology should be listed in a
glossary of terms at the back ofyour report.
Step 12 Redrafting and Checking:
Once you have written the first draft of your report you will need to check it through. It is
probably sensible to leave it on your desk for a day or so if you have the time. This will make a
clear break from the intensive writing period, allowing you to view your work more objectively.
Assess your work in the following areas:
1. Structure
2. Content
3. Style
Look at the clarity and precision of your work. Use the report writing checklist at the end of thissection to check your report.
Step 13 Checklist:
1. Title page: Does this include the: Title? Authors name? Module/course details?
2. Acknowledgements: Have you acknowledged all sources of help?
3. Contents: Have you listed all the main sections in sequence? Have you included a list of
illustrations?
4. Abstract or summary: Does this state: The main task? The methods used? The
Conclusions reached? The recommendations made?
5. Introduction: Does this include: Your terms of reference? The limits of the report? An
outline of the method? A brief background to the subject matter?
6. Methodology: Does this include: The form your enquiry took? The way you collected
your data?
7. Reports and findings:Are your diagrams clear and simple? Are they clearly labelled?
Do they relate closely to the text?
8. Discussion: Have you identified key issues? Have you suggested explanations for your
findings? Have you outlined any problems encountered? Have you presented a balanced
view?
9. Conclusions and recommendations: Have you drawn together all of your main ideas?
Have you avoided any new information? Are any recommendations clear and concise?
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10. References: Have you listed all references alphabetically? Have you included all the
necessary information? Are your references accurate?
11. Appendices: Have you only included supporting information? Does the reader need to
read these sections?
12. Writing style: Have you used clear and concise language? Are your sentences short
and jargon free? Are your paragraphs tightly focused? Have you used the active or the
passive voice?
13. Layout: Have you clearly labeled each section? Is your labeling consistent throughout
the report?
14. Presentation: Have you left sufficient margin space for binding/feedback? Are your
headings clear? Have you checked your spelling?