Office Communication and Correspondence
Office communication is the exchange of information with feedback. The exam tests types and directions of communication, barriers, the 7Cs, business-letter parts, memos and email etiquette.
Forms and direction
- Formal or informal; verbal, written or electronic.
- Downward, upward, horizontal and diagonal.
- Grapevine is informal, fast and often distorted.
- Barriers: physical (noise), semantic (jargon), psychological (fear, distrust), organisational (long chains) and personal.
Correspondence
- Letter parts: letterhead, reference, date, inside address, subject, salutation, body, complimentary close, signature and enclosures.
- 7Cs: clear, concise, concrete, correct, coherent, complete, courteous.
- Memo: internal, with To/From/Date/Subject and no salutation.
- Email: specific subject, one topic, professional address, named attachment, timely reply; avoid ALL CAPS.
Worked example
A supplier sends 20 chairs against an order for 12. Reasoning: write a claim, not an angry complaint. Quote the order reference and date, state the discrepancy and delivery challan number, request collection of the extra chairs or a credit note, set a response deadline and keep a courteous tone. Facts plus a clear remedy get faster action.
Traps that cost marks
- Mixing memo and letter formats.
- Using “Yours faithfully” when the salutation names the person.
- Treating barriers as types of communication.
- Forgetting that feedback completes the process.