Office Communication and Correspondence
This domain covers the communication process, its directions and barriers, and the drafting of business correspondence. Questions typically ask you to classify a message, name a barrier, or write or correct a letter.
Process and directions
The process runs: sender → encoding → channel → receiver → decoding → feedback, disrupted by noise. Directions are downward (orders, circulars, notices), upward (reports, suggestions, grievances), horizontal (between peers) and diagonal (across levels and departments). Formal channels are written and traceable; informal channels (the grapevine) are fast but unreliable.
Barriers
Semantic (jargon, ambiguity), psychological (prejudice, poor listening), organisational (long chains, status gaps), physical (noise, distance, faulty equipment).
Essentials of a business letter
The seven Cs: clarity, conciseness, courtesy, correctness, completeness, consideration, concreteness.
Parts of a letter
Letterhead, reference number, date, inside address, subject line, salutation, body, complimentary close, signature and designation, enclosures, copy to.
Common types
Enquiry, quotation, order, complaint, adjustment, collection, circular, memo, notice, show-cause letter, e-mail.
Worked example
A customer receives 20 damaged chairs against order no. PO/118 of 3 March. Draft the complaint: quote the order and invoice numbers, state the quantity and nature of damage, mention photographs enclosed, state the loss caused, and ask for replacement within 15 days, with a courteous close. Reasoning: a complaint must be specific and evidenced and must state the remedy wanted; aggression delays settlement, vagueness invites denial.
Traps
Omitting the reference number or subject line; using "Dear Sir" when the name is known; forgetting to state the action required; using sarcasm in a complaint; sending confidential matters by circular.
Key points: process ends with feedback; four directions of flow; four barrier types; seven Cs of letter writing; complaint must state facts, evidence and remedy; circulars go to many recipients at once.