Office Communication and Correspondence
What the exam tests
This domain tests the communication process, barriers to communication, and the correct form of business letters, memoranda, notices, circulars and email. Expect questions on choosing a channel and correcting a badly drafted letter.
Core rules and concepts
- The process is sender, encoding, message, channel, receiver, decoding, feedback and noise. Feedback confirms understanding; noise is any interference.
- A formal business letter normally has letterhead, reference number, date, inside address, subject, salutation, body, complimentary close, signature block and enclosures.
- Use Yours faithfully when the salutation is Dear Sir or Madam; use Yours sincerely when the recipient is named.
- A memorandum is internal and uses To, From, Date and Subject, usually without a salutation or complimentary close.
- A notice is a one-way display communication; a circular goes to many recipients at once.
- Email needs a precise subject line, one main topic, a clear action and a professional address. Avoid all capitals and unnecessary attachments.
- Barriers may be semantic, psychological, organisational or physical. Clarity, simple language, active listening and feedback reduce them.
Worked example
A customer complains that a supply is late. Reasoning: reply with the reference number, acknowledge the complaint, state the verified position, give a specific action and date, and provide a contact name. Do not make a promise you cannot keep. This structure protects goodwill and creates a record of the commitment.
Traps that cost marks
Mixing Yours faithfully with a named recipient. Using memo format for an external letter. Omitting the reference number. burying the action in a long paragraph. Writing an email with a blank subject line.