Business Communication and Correspondence
What the exam tests
Business communication tests the 7 Cs (clear, concise, concrete, correct, coherent, complete, courteous), formal letter layout, memo and email conventions, and the choice of channel. Expect questions on enquiry, quotation, order, complaint, adjustment and circular letters.
Core rules
- A formal letter contains sender’s address, date, inside address, subject, salutation, body, complimentary close, signature block and enclosures.
- British convention: “Dear Sir/Madam” pairs with “Yours faithfully”; “Dear Mr Sharma” pairs with “Yours sincerely”. Do not mix them.
- A memo is internal and usually has To, From, Date and Subject; it omits the inside address and complimentary close.
- Email: use a specific subject line, one topic per message, short paragraphs, a professional address, and mention attachments in the body.
- Complaint letters state facts, reference, inconvenience and a specific remedy; avoid sarcasm and unsupported allegations.
Worked example
A supplier sends 40 chairs instead of the 45 ordered and one is damaged. The complaint should quote the order number and date, state “45 chairs ordered; 40 received, one damaged”, describe the effect, and request replacement of the damaged chair and supply of the five missing chairs within a stated period. The reasoning: a complaint must give verifiable facts and a clear adjustment request, not just express anger.
Traps
Mixing salutation and close, omitting the subject line, using contractions and slang in formal letters, and making vague demands such as “do the needful” lose marks. In email, a blank subject or an unprofessional address is a red flag. Keep enclosures listed and referenced in the body.