CHAPTER 7: COMMERCIAL CORRESPONDENCE

SLO 7.1: Definition

SLO 7.1.1: Define the term commercial correspondence

Commercial correspondence refers to the written or digital communication used in a business context. It includes
business letters, emails, memos, reports, proposals, minutes of meetings, invoices, press releases, and contracts.
Its main purpose is to facilitate business transactions, negotiations, and relationships, and it is characterized by
clear, professional, and often formal language.

SLO 7.2: CHARACTERISTICS OF EFFECTIVE COMMUNICATION

SLO 7.2.1: Describe the characteristics of an effective business communication (Oral / Written)

Oral communication

Effective oral communication in business is characterized by:

1. Clarity and Precision: Speaking clearly and directly, avoiding ambiguity.

2. Confidence: Conveying messages with assurance and assertiveness.
3. Active Listening: Paying close attention to the speaker and responding thoughtfully.
4. Engagement: Keeping the audience interested through tone variation and relevant content.
5. Conciseness: Being brief while conveying the necessary information.
6. Body Language: Using appropriate gestures and facial expressions to reinforce the message.
7. Feedback Encouragement: Inviting questions and discussions.
8. Emotional Intelligence: Recognizing and appropriately responding to emotions, both in oneself and in others.
9. Adaptability: Adjusting the message based on audience reactions and feedback.
10. Respectful Interactions: Maintaining professionalism and respect in all communications.
Written communication

Effective written communication in business is characterized by:

1. Clarity: Ensuring the message is clear and easily understandable, avoiding ambiguity. Clarity involves choosing
precise words and a straightforward sentence structure.
2. Conciseness: Keeping the message brief and to the point, without unnecessary repetition. Conciseness helps in
holding the reader's or listener's attention.
3. Consideration: Understanding and respecting the audience's perspective, background, and needs. This involves
tailoring the message to the audience, showing empathy, and being aware of their viewpoints.
4. Concreteness: Being specific and definite rather than vague or general. Using concrete data and facts can
enhance the credibility of the message.
5. Courtesy: Showing respect and politeness in communication. This involves using a respectful tone, being mindful
of the audience's feelings, and using polite language.
6. Correctness: Ensuring the message is free from grammatical, spelling, and factual errors. Correctness also
involves using appropriate and accurate terminology.
7. Completeness: Providing all necessary information in the message. The audience should not be left guessing or
needing to seek additional information.

SLO 7.3: Business Letters

 SLO 7.3.1: identify the parts of a business letter and their purpose

A business letter typically consists of several distinct parts, each serving a specific purpose:

1. Sender's Contact Information: Includes the sender's name, address, phone number, email address, and
sometimes the company name and position. The purpose is to provide the recipient with the sender's contact
details for any necessary follow-up.
2. Date: The date the letter was written or sent, important for documenting when the communication occurred.
3. Recipient's Contact Information: This includes the recipient's name, title, company, and address. It ensures the
letter reaches the correct person and provides context regarding whom the letter is addressing.
4. Salutation: Usually starts with “Dear,” followed by the recipient’s title and last name (e.g., “Dear Mr. Smith,”).
This part is important for personalizing the letter and showing respect to the recipient.
5. Subject Line (Optional): A brief line that summarizes the letter’s purpose. This helps the recipient quickly
understand the main point or intent of the letter.
6. Body: The main section of the letter, usually divided into paragraphs. The first paragraph typically introduces the
purpose of the letter. The middle paragraphs provide details and supporting information. The final paragraph
summarizes the main points and outlines any desired action or next steps.
7. Complimentary Close: A polite closing phrase such as “Sincerely,” “Best regards,” or “Yours faithfully,” followed
by a comma. It signals the end of the letter and is a sign of courtesy.
8. Signature: The sender’s handwritten signature, if the letter is printed. In emails or electronic letters, this may be
omitted or replaced by a typed name.
9. Sender’s Typed Name and Title: Typed name and job title of the sender, located below the signature, for
identification and clarification of the sender’s position and authority.
10. Enclosures (Optional): If additional documents are included with the letter, this section indicates their presence,
often with a notation like “Enclosure” or “Enc:” followed by a list of the enclosed documents.
11. CC (Carbon Copy) or BCC (Blind Carbon Copy): Indicates that a copy of the letter has been sent to another
individual(s). In a traditional business letter, this is noted by “CC:” followed by the names of the others receiving
the letter. In emails, it refers to the CC and BCC fields.

SLO 7.3.2: describe the format (style) of a business letter, i.e.:

a. Modified block style

The Modified Block Style is a popular format for business letters, characterized by a mix of alignment features.
Here's a detailed description of its layout:

1. Sender’s Contact Information: Placed at the top of the letter, aligned to the right. This includes the sender's
name, address, phone number, email address, and sometimes the company name and position.
2. Date: Positioned below the sender’s contact information, aligned to the right.
3. Recipient’s Contact Information: Aligned to the left, this section is below the date and includes the recipient's
name, title, company, and address.
4. Salutation: Aligned to the left, it begins with “Dear,” followed by the recipient’s title and last name (e.g., “Dear
Mr. Smith,”).
5. Body: The body of the letter is aligned to the left and typically consists of three to four paragraphs. The
paragraphs are not indented; instead, a blank line is left between each paragraph. The first paragraph introduces
the purpose of the letter, the middle paragraph(s) provide details, and the final paragraph concludes and suggests
the next steps or actions.
6. Complimentary Close: This is aligned to the right, in line with the date and the sender’s contact information.
Standard closings include “Sincerely,” “Best regards,” or “Yours faithfully,” followed by a comma.
7. Signature: Below the complimentary close, space is left for the sender’s handwritten signature (in a printed
letter).
8. Sender’s Typed Name and Title: Below the signature space, the sender's typed name and job title are included
for identification. This is aligned to the right, consistent with the date and complimentary close.
9. Enclosures and CC: If there are any enclosures or if a carbon copy is sent to another recipient, this information is
included at the end of the letter, aligned to the left.

b. Full block style

The Full Block Style is a widely used format for business letters, known for its clean and formal layout. Here's a
breakdown of its structure:

1. Sender’s Contact Information: Placed at the top, aligned to the left. This includes the sender's name, address,
phone number, email address, and often the company name and job title.
2. Date: Directly below the sender’s contact information, also aligned to the left.
3. Recipient’s Contact Information: Following the date, this section includes the recipient's name, title, company,
and address, all aligned to the left.
4. Salutation: The salutation, typically starting with "Dear," followed by the recipient’s title and last name (e.g.,
“Dear Mr. Smith,”), is aligned to the left.
5. Body: The most substantial part of the letter, it is also aligned to the left. The body is typically divided into several
paragraphs, each separated by a blank line. Paragraphs are not indented. The first paragraph introduces the
purpose of the letter, the middle paragraphs contain the main message or information, and the final paragraph
concludes and outlines any required actions or next steps.
6. Complimentary Close: A polite closing phrase such as “Sincerely,” or “Best regards,” aligned to the left, followed
by a comma.
7. Signature: Space is left below the complimentary close for the sender's handwritten signature (in a printed
letter).
8. Sender’s Typed Name and Title: Below the signature space, the sender's typed name and job title are included
for identification, aligned to the left.
9. Enclosures and CC: If the letter includes additional documents (enclosures) or is copied to another recipient (CC),
this information is indicated at the end of the letter, aligned to the left.

c. Semi-indented style

The Semi-Indented Style is a format used in business letters that combines elements of full block and indented
styles. Here's how it is structured:

1. Sender’s Contact Information: Placed at the top of the letter, aligned to the left. This section includes the
sender's name, address, phone number, email address, and often the company name and job title.
2. Date: Located directly below the sender’s contact information, also aligned to the left.
3. Recipient’s Contact Information: Below the date, this includes the recipient's name, title, company, and address,
all aligned to the left.
4. Salutation: The salutation, such as "Dear," followed by the recipient’s title and last name (e.g., “Dear Mr. Smith,”),
is aligned to the left.
5. Body: The body of the letter is aligned to the left, but with a key difference from the full block style: the first line
of each paragraph is indented, typically by five spaces. This style combines the formality of the block style with a
traditional touch provided by the indentation. The first paragraph usually introduces the letter’s purpose, the
middle paragraphs contain the main message, and the final paragraph concludes and suggests any next steps.
6. Complimentary Close: A polite closing phrase such as “Sincerely,” or “Best regards,” is aligned to the left,
followed by a comma.
7. Signature: Space is left below the complimentary close for the sender's handwritten signature (in a printed
letter).
8. Sender’s Typed Name and Title: Below the signature space, the sender's typed name and job title are included,
aligned to the left.
9. Enclosures and CC: If there are any additional documents (enclosures) or a carbon copy is sent to another
recipient (CC), this information is noted at the end of the letter, aligned to the left.

d. Administrative management style (AMS) style

The Administrative Management Style (AMS), also known as the simplified style, is a modern format used in
business letters. It is known for its efficiency and simplicity, primarily used in interoffice or administrative
communication. Here's how it is structured:

1. Sender’s Contact Information: Not always included, as this format is often used for internal communications
where the sender's details are already known. If included, it's placed at the top of the letter, aligned to the left.
2. Date: Located directly below where the sender’s contact information would be, aligned to the left.
3. Reference Line (Optional): This might include a subject or reference number and is aligned to the left, directly
below the date. It provides a quick reference for the topic or purpose of the letter.
4. Recipient’s Contact Information: Not typically included in the AMS style, especially in internal communications.
If necessary, it's placed below the reference line, aligned to the left.
5. Subject Line: Positioned where the salutation would normally be, this line clearly states the purpose of the letter.
It is brief, direct, and aligned to the left.
6. Body: The body of the letter begins one line below the subject line, aligned to the left. The paragraphs are not
indented and are separated by blank lines. The body is concise, focused, and gets directly to the point.
7. No Salutation or Complimentary Close: The AMS style omits the salutation (like "Dear Mr. Smith") and the
complimentary close (like “Sincerely”). This omission is part of what makes the AMS style more streamlined and
efficient.
8. Signature: The sender’s name and title are typed four spaces below the last line of the letter, allowing room for
a handwritten signature in a printed letter. The signature block is aligned to the left.
9. Enclosures and CC: If the letter includes additional documents (enclosures) or is copied to another individual
(CC), this information is indicated at the end of the letter, aligned to the left.

e. Hanging paragraph (traditional style)

The Hanging Paragraph Style, also known as the Traditional Style, is a format for business letters that features an
indented first line in each paragraph. This style is less common in modern business correspondence but was more
prevalent in traditional letter writing. Here's an overview of the structure:

1. Sender’s Contact Information: Positioned at the top of the letter, aligned to the left. It includes the sender's
name, address, phone number, email address, and often the company name and job title.
2. Date: Placed below the sender's contact information, also aligned to the left.
3. Recipient’s Contact Information: Following the date, this section includes the recipient's name, title, company,
and address, all aligned to the left.
4. Salutation: The salutation, such as "Dear," followed by the recipient’s title and last name (e.g., “Dear Mr. Smith,”),
is aligned to the left.
5. Body: The body of the letter starts on the same line as the salutation, and each paragraph begins with an
indentation of about five spaces or a tab. This indentation gives the letter a more traditional and formal
appearance. The first paragraph usually introduces the letter’s purpose, the middle paragraphs contain the main
message, and the final paragraph concludes and suggests any next steps.
6. Complimentary Close: A polite closing phrase such as “Sincerely,” or “Best regards,” is aligned to the left,
followed by a comma.
7. Signature: Space is left below the complimentary close for the sender's handwritten signature (in a printed
letter).
8. Sender’s Typed Name and Title: Below the signature space, the sender's typed name and job title are included,
aligned to the left.
9. Enclosures and CC: If the letter includes additional documents (enclosures) or is copied to another recipient (CC),
this information is noted at the end of the letter, aligned to the left.

SLO 7.3.3: draw specimen of different formats (styles) of business letters with standardized parts
 SLO 7.4: Writing Different Business Letters
• Order / indent Letter

SLO 7.4.1: Define ‘order letter/ indent letter’

An "order letter," also known as an "indent letter," is a written communication used in business to formally
request goods or services from a supplier or vendor. This type of letter serves as a formal document specifying
the details of the items to be purchased, including quantity, quality, price, and delivery terms. Here are key
components typically found in an order letter:

1. Heading: Contains the sender's information (company name, address, contact details) and the date.
2. Inside Address: Includes the recipient's details (supplier/vendor name, address).
3. Salutation: A polite greeting, usually beginning with "Dear."
4. Introduction/Opening: Clearly states the purpose of the letter, which is to place an order for specific goods or
services.
5. Order Details: Provides a detailed list of the items to be purchased. This includes the name or description of each
item, the quantity required, specifications (if any), and any other relevant details.
6. Price and Payment Terms: Specifies the agreed-upon price for each item and outlines the payment terms, such
as the method of payment, payment due date, and any applicable discounts or terms.
7. Delivery Information: Clearly states the expected delivery date, shipping method, and any special delivery
instructions.
8. Closing/Conclusion: Expresses gratitude for the supplier/vendor's attention and cooperation, and often includes
a statement indicating the expectation of prompt and accurate fulfillment of the order.
9. Complimentary Close: Ends the letter with a courteous closing phrase, such as "Yours sincerely" or "Best
regards."
10. Signature: Includes the sender's handwritten signature if the letter is in print. In digital formats, the sender's
name and position may be included.

SLO 7.4.2: Describe the qualities of a good order letter

1. Briefness: It means that the letter should not have unnecessary and irrelevant details.
2. Completeness: A letter must be complete from every aspect. An incomplete letter annoys the reader. A
letter must be complete in form as well in content.
3. Courteous and polite: Courtesy and politeness are hallmark of business. Courteous like “please” and
“kindly” make a letter polite.
4. Clear: An order letter should be so clear that the reader might reply it without any difficulty. An
ambiguous inquiry wastes the time of the reader and gets nothing.

SLO 7.4.3: Draft an ‘order letter or indent letter’ with the necessary details;

AL WAHEED LIMITED
Phone: KHALID CENTRE CLIFTON, E-mail:
Fax: KARACHI May 2, 2020
Ref: 19/OR/2020
The Sales manager,
Ahmed International
Sharja Center, Karachi.
Subject: Purchase order

Dear Sir:
This is to place the order for the following goods:

S.NO Products Description Rate No.

1. Washing Machine Clarto 736-Dx 8,000 5
2. Vacuum Cleaner Nickel 119-M5 4,000 6
3. TVs Pasmo 1000 TR/2 25,000 10
4. Refrigerators National 120-700 25,000 12

In accordance with your sales terms we are entitled to cash, quantity, and trade discounts at rate of 2,5
and 17 percent respectively of the invoice price.

The delivery of goods should reach us within 10 days of the receipt of the order, and you will get the
draft immediately after the dispatching of goods.

We look forward to your prompt and valuable services.

Yours sincerely,
--sd—
Ahmed Imran
Director Purchase

• Letters of inquiry

SLO 7.4.4: Define ‘inquiry letter’ and its types

These letters are generally classified into two categories.
1. Solicited letter of inquiry: A solicited letter is that which is usually in response to an advertisement inviting
the reader to write in for further information to a certain department of division.
2. Unsolicited letter of inquiry: An unsolicited letter of inquiry is that in which writer takes the initiative in
asking for information.
Types of letter of inquiry:
We may divide the letter of inquiry into four different parts:
1. Letters seeking information.
2. Letter giving information.
3. Letter refusing information.
4. Sales related inquiries.

SLO 7.4.5: Describe the qualities of a good inquiry letter

Qualities of a good letter of inquiry:
A letter inquiry should have the following qualities.
1. Briefness: It means that the letter should not have unnecessary and irrelevant details.
2. Completeness: A letter must be complete from every aspect. An incomplete letter annoys the reader. A
letter must be complete in form as well as in content.
 3. Courteous and polite: Courtesy and politeness are hall-mark of business. Courteous words like “please”
and “kindly” make a letter polite.
4. Clear: An inquiry letter should be so clear that the reader might reply it without any difficulty. An
ambiguous inquiry wastes the time of the reader gets nothing.
5. Proper opening and closing for letter of inquiry: In letter of inquiry proper opening is of great importance
because it attracts the attention of the reader and creates a good impression about the writer. Here are
few ways in which letters of inquiry may be opened.
✓ Would you please tell us ________________
✓ Would you kindly inform us _____________
✓ Please let us know _____________________
✓ May we ask for the following detail ________

Suitable closes for letter of inquiry:

Following are few suitable closes for effective inquiry letters:

✓ I would appreciate this help

✓ We will be great full to you for this special service.
✓ Yours suggestions would be appreciated.

SLO 7.4.6: Draft an ‘inquiry letter’ with the necessary details

Reply to an inquiry about products
LEO CORPORATION Fax:
Phone Rana Center, Clifton May 24, 2020
Lahore

The director Purchases

K. K. International
Karachi

Dear Sir:
We appreciate your letter No. 96/EN/200 of May 24, 2000 inquiring about our company products.

You would be pleased to receive the following information:

1. Attached is a catalogue giving you all necessary information about brands, varieties, qualities and their
respective prices.
2. You may get credit facility on the competing of one year standing of doing business with us.
3. You may get cash, quantity, and trade discounts at the rate of 2.5 and 17 percent in a row.
4. You will receive the shipment within 10 days of the receipt of your order.
5. Sales returns are no problem when we are at fault.

It is for your information that our products are widely accepted not only in the country but also abroad. It shows
that inclusion of our products on your existing product line will multiply your sales volume and profit and you will
see how right we are when we say so.
 We are eagerly waiting for serving you.
Yours sincerely,
--sd—
Saleem Khan
Director Sales

Inquiry about goods and services

K.K INTERNATIONAL Phone:
Fax: Waheed Chamber, S.M. Road May 24, 2020
E-mail: Karachi Ref: 96/EN/2020

The Director Sales,

Leo Corporation,
Rana Centre, Anarkali, Lahore.

Subject: Inquiry about your products.

Dear Sir:
We have been dealing in a variety of articles embracing textile, leather, and electronic goods in
addition to crockery, cutlery and toys.
The management of the company wishes to add your products on our existing product line. Therefore,
we seek the following information:
1. What are the brands, varieties qualities, and prices of the products you deal in?
2. Do you offer credit to your dealers, if so, on what conditions?
3. What is your policy for your dealers?
4. How much time do you usually take in sending the shipment?
5. Do you accept sales returns, if so, on what conditions?

The above information is necessary for our sound decision. If the above conditions are favorable we are
likely to purchase forth you

We will appreciate your early reply.

Yours sincerely,
--sd—
Ahmed Imran
Director Purchases
AI: MZ

Inquiry about the candidate

STAR CORPORATION
Niaz Chamber, Tariq Road
Karachi
May 24, 2020
Ref: 4/EMP/2020
The Director Personnel,
Salman Corporation,
Sadder, Karachi.

Subject: Inquiry about Mr. Zafar Khan

Dear Sir:

Mr. Zafar Khan, your ex junior officer in the accounts department, has applied for the position of senior
officer in our company.

Before making a final decision we request you to kindly furnish us with the following data about Mr.
Zafar.

1. What are your comments on his punctuality and integrity?

2. What is your experience about his communication skills both written an verbal pertinent to and
necessary for his typical job?
3. What is your observation about his sociability, dynamism, workaholic, and drive?
4. Please let us know of his past records of his efficiency and competence on the job
5. What was the reason for which he left your company?

Your statement will be kept confidential. Your help by providing us with the above information will go a
long way in selecting a right candidate.
We will appreciate your early replay.
Yours truly,
--sd—
Ahmed Habib
Director Personnel

Reply to an inquiry about the candidate

SALMAN CORPORATION Fax:
Rana Center, Clifton Phone:
Karachi. E-Mail:

May 30, 2020

The Director Personnel
Star Corporation
Tariq Road, Karachi.

Subject: Your inquiry about Mr. Zafar Khan

Dear Sir:
We appreciate your letter 4/EMO/2020 of May 24, 2020 inquiring about Mr. Zafar Khan, our formerly
junior officer.
You would be pleased to have the following information.
1. He was always regular and punctual.
2. He enjoys good communication skills both written and verbal.
 3. We found him sociable, dynamic, workaholic.
4. His record shows he was quite efficient and competent.
5. He left the company on his own for better prospects.

We are sure that the above information will help you form a right opinion about the candidate.

It was nice of you to write to us. You will find us prepared should you need any further help.
Yours sincerely,
For Salman Corporation
--sd—
Naim Mansoor Khan
Director Personnel
NMK : CTC

Status inquiry letter:

NATIONAL FINANCE COMPANY Phone
ALI CHAMBER, TARIQ ROAD E-Mail
KARACHI.

May 8, 2020
Reference: .7/EN/2020

The Director
Aly Bank
Clifton Branch, Karachi

Subject: Enquiry about M/S Sunny Company

Dear Sir:
Messer Sunny Corporation have applied for a loan and have given your name as a referee.
Before we make a final decision we would like to know of their business character and financial soundness. It
will be kind of you to furnish us with the following information.
1. Since what time have they been maintaining the current account with you?
2. Have you ever granted them an overdraft? If so, for how much amount?
3. Is there any other type of loan which you provided to them?
4. What is you experience in getting your loaned amount back from them?
5. What is the average balance of the amount in their account?
6. Do they indulge themselves in speculative business?
All the information you provide will be kept in strictest confidence.
We will appreciate if you provide us the above information during this fortnight to enable us to finalize the
decision in time.

Yours sincerely,
For National Finance Company
--sd—
Mohammad Laiq Khan
Director Finance

Reply to a status inquiry

ALY BANK
CLIFTON BRANCH
KARACHI
May 14,2020
Reference: 39/REP/20
The Director Finance,
National Finance company
Ali Chamber, Karachi.
Subject: Your inquiry about M/S Sunny Company
Dear Sir:
Please refer to your letter of May 2, 2000 inquiring about M/S Sunny Company the following is the data
in an answer to your questions:
1. Sunny company has been maintaining a current account with us since May, 1970.
2. Yes we frequently grant them overdrafts. The average amount of the O.D. ranges from Rs.100,000 to
Rs.200,000.
3. Yes, we have provided them a variety of loans.
4. We have a satisfactory experience in dealing with them.
5. The record of their account shows an average balance of from Rs.200,000 to the 300,000.
6. We have no knowledge about their involving in speculative business.
We fell that above information will help you reach a right decision. It was nice of you to write
to us. Please don’t hesitate to write again if we can be further assistance.
Yours sincerely,
--sd—
Shahid Ahmed
Director Research

• Collection/ Dunning Letters

SLO 7.4.7: Define the term ‘collection letter’

A collection letter is a notice sent by a creditor seeking payment of an overdue debt from a debtor. It progresses
from polite reminders to serious warnings about legal actions if the debt remains unpaid.

SLO 7.4.8: Describe the qualities of a good collection letter

1. Its tone should be positive, courteous and friendly.
2. “You” attitude is preferred.
3. Leave an interval of two weeks between two letters.
4. The customer’s conduct and circumstances may be looked into.
5. It must be friendly but firm.
6. Make a straight – forward request for payment.
7. Do not use post cards.
 8. The approach must have twin purposes:
a) Collection of amount and,
b) Retention of customers.
9. Always aim at customer’s enduring sympathy.

An unpaid account passes through the following stages of collection correspondence.

1. Sending a statement of account.

2. Reminders.
3. Enquiry and discussion.
4. Appeal and urgency.
5. Demand and warning.

SLO 7.4.9: Draft ‘collection letter’ with the necessary details

Reminder / Collection

Koppa Corporation
Tariq Road
Karachi

June 7, 19_____

Mr. ahad Arfeen

Skyview Appartments
Tariq Road
Karachi.

Dear Mr. Arfeen

Your credit account with us shows an outstanding balance of Rs. 231,600 for over two months.

Our credit agreement with you requires to pay all dues on the first of every month. The backlog of two months
overdue amount is not only damaging your credit rating but also making us financially apprehensive.

The purpose of our credit facility is to provide you maximum benefit and service. You don’t have to carry cash
every time you make purchases from us. In return, we expect you to cooperate with us by making prompt
payment.

We will appreciate if you kindly send your cheque for Rs.231,600 today.

Cordially

-Sd-

Mohammad Yamin

Manager

MY : ZK
 • Circular/ Sales Letters

SLO 7.4.10: Define ‘circular letter’ and ‘sales letter’

Circular letter are the cycle of business dealings. A circular is a communication meant to convey information of a
business firm to customers, business friend etc. in the course of business, occasions will arise to send out circular
letters. The sender aims at giving certain information the public. There are also other ways to communicate or
advertise in newspaper or journals.

Generally printed or cyclostyled circular letter have a few advantages such as (a) less expenses, (b) any
number of letters can be posted in a day, (c) to a certain extend the personal meet of the sales agent can be
substituted and (d) the recipient, if interested may be call upon the firm or the sales agent, and so the agent need
not have an appointment.

SALES LETTER: A sales letter is a sales talk. It is an efficient and convenient means of securing business. A sales
letter acts as a salesman. It is different from personal selling in that a salesman speaks the words while in the
letter the words are written and read. It is also different from advertising in that advertising is addressed to a
whole group of prospective customers, while a sales letter is tailor-made to individuals need and nature. Sales
letters provide an economic means of selling goods and services, but they are time consuming. Unsolicited sales
letters fail in the category of “persuasive requests”.

FUNCTIONS OF SALES LETTERS

There are four functions of sales letter which are as follows:

1. It attracts attention A
2. It creates interest I
3. It stimulates desire D
4. It stimulates action A

SLO 7.4.11: Describe the qualities of a good circular letter and sales letter

1. To obtain publicity for a merchandise.

2. To impress the reader with the facts about the firm and the products.
3. To make the reader more interested in their contents.
4. To attain the confidence of the readers.
5. To stimulates sales.

SLO 7.4.12: Draft ‘circular letter’ and ‘sales letter’ with the necessary details

PARAMOUNT INDUSTRIES
MOHAMMAD ALI JINNAH ROAD, KARACHI
March 1, 19___
The manager
Paragon Arcade
M.A. Jinnah Road
Karachi

Dear Sir:
Subject: shifting to new location

We are pleased to inform you that the offices of our company6 have shifted from Salma Center, Jinnah Road to
the following new location.

Habib Chambers
Abdullah Haroon Road, Karachi

Now the purchasing, marketing, accounting, and stores departments will be at 1st, 2nd, 3rd and 4th floor
respectively.

The shift had become necessary due to our rapidly growing business. Our clients will now enjoy more
convenience and attention

We are always pursuing to discover new ways to serve you better.

Yours sincerely
--Sd—
Fazal Mehmood
Director
FM : JG

Letters of Complaints / Complains/ Claims

SLO 7.4.13: Define ‘letter of complaints / complains

If the goods received by the buyer are not according to his letter or order then he can dispatch complaint to the
seller. The letter, which contains complaint, is called complaint letter.

One firm to another can write a letter of combination, sometimes it is also issued to the post office and
railway department for their negligence.

Areas where errors may fall:

1. Merchandise:
a. The goods have been delivered damaged.
b. The defective goods have been delivered.
c. The wrong goods have been sent.
2. Service:
a. The goods have been delivered late.
b. The quality of the goods may not be satisfactory.
c. The service is discourteous.

SLO 7.4.14: Describe the qualities of a good letter of complaints/ complains

A good letter of complaint effectively communicates dissatisfaction with a product or service, aiming for a
resolution. Key qualities include:
1. Clarity: Clearly state the purpose of the letter right at the beginning. Mention specific details such as dates,
locations, and product or service descriptions to avoid confusion.
2. Conciseness: Be direct and to the point without unnecessary detail, focusing on the facts relevant to the
complaint.
3. Politeness: Even when expressing dissatisfaction, maintain a polite and respectful tone. Avoid aggression,
rudeness, or personal attacks.
4. Evidence: Provide evidence to support your complaint, such as receipts, warranties, contracts, and photographs,
if applicable.
5. Specificity: Clearly specify the problem and the outcome you are seeking. Whether it's a refund, replacement,
repair, or another solution, be explicit about what you want.
6. Rationality: Present your case logically and avoid emotional or irrelevant arguments. This approach increases the
likelihood of a favorable response.
7. Professionalism: Use a formal tone and structure, including proper greetings, closures, and adherence to
standard letter formats.
8. Contact Information: Include your contact details, such as address, phone number, and email, making it easy for
the recipient to respond.
9. Follow-Up: Mention your expectation for a response or resolution timeline, and indicate your willingness to
pursue further action if necessary, without sounding threatening.
10. Proofreading: Check the letter for spelling, grammar, and punctuation errors to ensure it is professional and easy
to read.

SLO 7.4.15: Draft ‘letter of complaints/ complains’ with the necessary details
Claim / Complaint about faulty merchandise and other anomalies.
FOTOFUNS LIMITED
Abdullah Haroon Road Phone:
Karachi E-Mail:

May 7, 19___

The Manager Marketing

Alpha Films Limited
Chundrigar Road
Karachi

Dear Sir:

The consignment you sent us on May 6 was found not strictly in accordance with our order of May 1.
The details of the anomalies are given below:
We ordered for 20 cameras; you sent 15.
We requested for 25 flash units; but we found 18.
The order was for 30 lenses; we received 39.
We wrote 30 tripods; you sent 40.
We asked for 60 filters; you dispatched 65.
The letter demanded 7 reflectors; you consigned 12.
In addition, out of 200 “skodacolor” catridges, 20 are expired dates.
These anomalies have caused us a great deal of trouble and resulted in lost sales.
We are returning the items in excess of our order along with 20 film catridges of expired dates. We are also
returning the invoice for correction.

Kindly acknowledge the receipt of the excessive goods, send the short ones, and return the invoice duly
corrected, we will appreciate if you kindly send the short goods by tomorrow.
Yours cordially,
-sd-
Mohammad Ismail Javed
MIJ : KK

Claim / Complaint for exchange or refund

RAHAT MANSION
A.M. 2 Frere Road
Karachi

May 7, 19___

Mr. Obaid Younus, Manager

Fotofun Limited
Abdullah Haroon Road
Karachi

Dear Yunus:
Being impressed by the reputation I purchased your company’s “CLICKSHOT” camera one month back. The other
reason that instilled my mind to purchase it was your claim that the camera is world renowned for its
dependability and ability to preserve precious and memorable beautiful moments, the moments which never
will come back.
Last week on the occasion of marriage ceremony of my brother, I happened to take the pictures. But to my
utmost surprise and shock the camera foiled my attempt to preserve these eventful, bustling precious moments.
It gave away right at the nick of time.
At many shots the flash light of the camera did not go off. Moreover, the electronic eye and the indicator did not
work properly. Also the film did not advance freely owing to same defect in the mechanism of the push button
and cartridge compartment.
Anyhow, when I unloaded the camera and deposited the cassette for development, the next day the pickup point
informed me that all the pictures were ruined, and the negative was blank. You cannot imagine what was my and
my family’s miserable and helpless condition. The eventful, phenomenal moments were lost forever.
Through this loss is irreparable, I will only request you to kindly either exchange the camera for another one or
pay the refund. Your favorable response will restore my confidence in your world renowned company.

Yours sincerely.
-Sd-
Mohammad Rafi
A complaint / claim about a defective computer
Kashif Corporation
East Boulevard
Karachi
10th April, 19____
The Director Marketing
Love-apple Computers Limited
Clifton Road
Karachi

Dear Sir:
Last week on 1st April we purchased from your company ‘Love-apple’ computer Model # PC 47KE worth rupees
half a million. When it was installed and demonstrated by your expert personnel it worked well. But suddenly
from yesterday it has developed some problems and its functioning has gone astray.
After having designed a program by one of our senior programmers I asked the computer:
“A man says to his son, ‘seven years ago I was seven times as
sold as you were, and three years hence I shall be three times as old as
you.’ Find the ages of the father and the son.”
The reply was grotesque and blatant:
It said, “I don’t know. You’d better consult your physician.”
Another simple question was fed in:
15 + 50 X 30
The reply wrongly was 1300.
It was established that the computer mixed up some two different programs. Now you can see how terrible it
is! If it were a minor fault we wouldn’t mind its mending by your technical experts. But it has a complicated and
major defect, and therefore we would like its replacement, or refund.
I would appreciate quick proceeding to this effect.
Cordially,
--Sd—
Muhammad Kashif
Director General
MK : TT

Adjustment Letters
SLO 7.4.16: Define ‘adjustment letter’

An adjustment letter is a reply to a complaint (claim) letter. Complaints or claims should not be discouraged;
otherwise, it is a risk of losing customers. Great care has also be taken in writing replies to letters of complaint.
The replier should look into the matter from the point of view of other party and should offer a reasonable
solution to satisfy him.

SLO 7.4.17: Describe the qualities of a good adjustment letter

1. Prompt reply: There should be no delay in writing this letter. The longer he waits, the angrier he gets.
This will spoil the good will of the seller.
 2. Showing understanding: A dissatisfied customer wants to appreciate his convenience caused by your
fault. Therefore show the customer that understand the problem, and feel for his discomfort.
3. Be exact: State clearly and exactly what adjustment you are going to make for the customer. Even you
are not in position to grant the claim, you should be exact in telling the customer why.
4. Do not blame the customer: If the complaint is due to some misunderstanding on the part of the
customer, do not blame him for it.
5. State the fact: State the facts with utmost courtesy and friendliness.
6. Case of incorrect complaint: If the complaint is unjustified then a writer should reject the claim in polite
manner.
7. Be positive: Never use negative words in your letter. Remember one good word quenches more heat
than a bucket of water.
8. Thank: Whether the claim is admitted or not, the complaint should be thanked for writing letter.

SLO 7.4.18: Draft an ‘adjustment letter’ with the necessary details

GULISTAN GROUP OF COMPANIES

I.I CHUNDRIGAR ROAD
KARACHI
PHONE 2419943, FAX 2419947
Date 15th March, 2011
Gulshan & Co.
Chambali road
New Charli
Karachi.
Dear Mr. Sohail:
We are pleased to tell you that we have rescinded our proposed changes to the mileage requirements for travel
awards valid for use to and from Singapore. We have listened to our customers and are not too big to admit we
have made a mistake. As a result, we can still offer the four first-class tickets you wanted to claim for your
frequent-flyer mileage.
At the time you were denied those tickets, we had just recently made the decision to change our policy and had
not received any feedback from customers. Consequently, we are happy you wrote again and gave us opportunity
to provide the extra tickets due you under the old terms.
I know the delay in getting your tickets must have created some anxiety on your part about your planned family
vacation, and we are sorry for the misunderstanding.
Please do have a nice, enjoyable vacation with these tickets. Thank you for choosing our airline for all your travel
needs.
Cordially,
Ali Tahir
ADJUSTMENT LETTERS
GULISTAN GROUP OF COMPANIES
I.I.CHUNDRIGAR ROAD
KARACHI
PHONE 2419943, FAX 2419947
Date 15th March, 2011
Gulshan & Co.
Chambali road
New Charli
Karachi.

Dear Mr. Wahid:

We are pleased to inform you that the proper credits have been made to your corporate telephone account.
Due to a clerical error, you were billed for services rendered to a similar number. Your next bill will reflect a
credit of Rs.412.50.
We regret the inconvenience and thank you for promptly bringing the matter to our attention. If you have any
additional billing questions, please call our accounts receivable office at 021-32241532.
Sincerely,
Ali Tahir

SLO 7.4.19: Define ‘job letter’ and ‘job application’

Job letter: A job letter is a formal document related to employment, encompassing various types such as job
offers, acceptances, verifications, and recommendations. It serves as a formal mode of communication between
an employer and an employee or job applicant, detailing specific employment-related information based on its
type.

Job application: A job application is a document or form that a job seeker submits to an employer, providing
detailed information about their qualifications, including personal data, educational background, work
experience, skills, and references. It's designed to present the applicant's credentials for a specific position, often
accompanied by a resume and cover letter, to demonstrate their suitability for the job.

SLO 7.4.20: Describe the qualities of a good ‘job letter’ and ‘job application’

The job letter application along with the resume is the introduction of a candidate with his / her prospective
employer. An inaccurate, defective, vague and improperly worded message from an applicant instead of
impressing the employer is likely to cause him / her wonder about the writer’s suitability and capability.
Therefore, while preparing a job letter application besides observing the 7c’s principle, following guidelines
should be kept in mind.

1. The writer should present the message concisely, clearly honest and with consideration for the reader.
2. They should give specific, positive and pertinent information related to the job applied for General and
vague information may indicate that the writer is insincere or wants to hide something.
3. The individual of the writer should be reflected in the writing. It should not look like a copies message or
a message written by an employment agency.
 4. They should use an appropriate business-like approach. The writer should sound serious and sincere
rather than smart or cute. Slag and conversational expressions must be avoided. The tone and style
should show friendliness but not familiarity.
5. As a matter of policy salary should not be discussed unless specifically asked in the advertisement for the
post.
6. In describing their self (the product) the writer should adopt modesty. Exaggerated claim and over use
of “I” should be avoided.
7. The writer should make the appearance of the letter attractive and pleasing.
8. They should triple check for accuracy of facts, punctuation, grammar and spelling. A letter with wrong
spelling, poor grammar or inaccurate facts can bring only negative response.
9. They should use good judgment in mailing the letter. The job letter / application should reach before the
dead line; it is advisable to use reliable courier service.

SLO 7.4.21: Draft a “Job Letters and Application” with the necessary details (solicited and non-solicited)

Unsolicited job application

72, Kashif Center

Clifton Road
Karachi
March 7, 19____
The Personnel Manager
Big Ben Corporation
Fazal Chambers
Jinnah Road
Karachi

Dear Sir:
You will certainly welcome a person with B.Com. Degree in 1st Division, five years practical experience, and
ambition to learn and work for your company. I would like to offer my skill, proficiency, and experience to your
company as marketing manager where I will enjoy working under your dynamic leadership.

The major subjects that I took in my B.Com were marketing and management that provided me a footing to
adopt a marketing career. So I worked as junior marketing executive in Klark cables Limited, a company reputed
for its quality of products. There I prepared promotion, price, and product policies, decided sales quotas, and
supervised sales force. As a part of my job I have travelled a lot throughout Pakistan.

My education, experience, ambitions, and ability to get along with people justify me to claim that I can offer your
company qualities of adaptability, dynamism, push, perseverance, and enterprise.

I am enclosing my relevant bio data. Should you need any additional information, I would be glad to furnish it. I
will appreciate your interview call where we can know better about each other.

Yours sincerely,
--SD--
Muhammad Salim
Solicited Job Letter
7, Rahat Mansion
Clifton Road
Karachi
May 1, 19___
The Director Personnel
Terrific Traffic Corporation
Saeed Chambers
Ghazali Road
Karachi

Dear Sir:
My B.Com degree in 1st class, five years’ experience, and ability to lead people justify me to apply for the position
of responsibility as manager accounts in response to your ad in daily Dawn of 1st December, 1989.

Throughout my educational career, I got 1st class. Accounting is my field of special interest. Therefore, from
Matric to B.Com. My major subject was accounting. I have also done a certificate course in accounting at the
institute of Business Administration, University of Karachi to substantiate my skill and proficiency in accounting.

My work experience in firms of repute further enhanced and augmented my career in accounting. I can
independently prepare income statements, balance sheets, flow of fund statements, various types of budgets,
audit control reports, statements showing ratio analyses and budgetary control reports.

It is my ambition, enthusiasm, and restlessness to further my proficiency by assuming a position of higher

responsibility. I want to work and learn to the maximum.

I am enclosing, my relevant resume for your kind consideration. If I am given an opportunity to join your
company, I assure you that I will prove to be an asset of your company. May I have an interview to discuss in
detail my qualifications with you?

Yours sincerely,
--Sd—
Abdul Rahim

Business E-mails

SLO 7.4.22: Explain the essentials features of composing an effective business e-mails

1. Subject Line:
English emails tend to use a noun or noun phrase as the subject line as more information can be communicated
in fewer words. It needs to be concise, and clearly describe what is in the email so the recipient can decide
whether to read it or not.
For example, ‘Training Course” is too general, whereas “Dates for training course” is much more specific.
However, if you include information other than the dates in the body of the email, make sure this is reflected in
the subject line e.g. “Instructions and dates for training course.”
 2. Greeting:
Always start with a greeting. The greeting you use will depend on the formality or seriousness of the email and/or
how well you know the recipient.
For very formal emails use “Dear..” and the name of the recipient. First names are usually appropriate in emails
unless it is a serious matter, or you have never met the recipient.
“Hello” or “Hi” and the recipient’s name is usually appropriate for most professional emails.
3. Friendly Introductory Line
This first line is like the small talk of emails. This is important in British emails as it helps to build reputation with
the recipient. Without this, the communication can seem too direct and not friendly.
If you don’t know the recipient, you could open with, “I hope you are well” or more formally “I hope this email
finds you well”.
If you know the recipient quite well, you could:
• Comment about the weather, if it is particularly nice or bad e.g. I hope you are enjoying the sunny
weather.
• Comment on something you talked about at the last meeting e.g. I hope you enjoyed your trip to London
• Comment on the weekend (if it is Monday) e.g. I hope you had a relaxing weekend.
But, don’t get too personal – only comment on topics you would talk about when making small talk face-to-face
4. Reason for Writing
In the next paragraph, start with a sentence explaining your reason for writing. This will make the point of the
email clear and the recipient can decide whether to read in detail or skim read.
e.g. “I’m writing to let you know the date of the training” or “With regards to the dates of the training,…”
Including this in your email communications will ensure that the recipient processes the relevant information.
5. Main Point and Action Point
Then concisely and clearly explain in detail. If you have several points to explain, consider breaking it into two
emails with different subject lines. Many people skim read long emails and therefore won’t always take in the
main points.
Most emails require some kind of action, whether that be an action the recipient should take, or an action you
will take. Make sure this is very clear – write it in a separate paragraph to ensure it is not missed.
e.g. “Please confirm the dates as soon as possible” or “Once the dates are confirmed, we will send you a
confirmation email”
6. Friendly Closing Sentence
Just like the sentence at the beginning, a friendly sentence at the end can help to build reportation with the
recipient. It should be friendly, helpful and/or show that you care.
e.g. “I’m looking forward to hearing from you..” / “I’m looking forward to meeting you on Friday” / “If you have
any questions, please do not hesitate to contact me” / “Once again, please accept my apologies.”
7. Sign off
Always make sure your sign off is polite. There are no rules in email writing, as there are in formal letter writing,
but I’d always recommend keeping it friendly.
Just saying ‘Regards’ or ‘Thanks’ can seem quite abrupt.
A better choice is ‘Kind regards” or “Many thanks”
See what your colleagues tend to use and decide what you would like to use.

SLO 7.4.23: Discuss various tools and functions of a business e-mail (Cc/ Bcc)

• To: Directs the email to its main recipient(s).

• Cc (Carbon Copy): Includes secondary recipients for transparency, allowing them to see all parties in the To and
Cc fields.
• Bcc (Blind Carbon Copy): Hides certain recipients from others for privacy, useful for mass emails or protecting
recipient email addresses.
• Attachments: Enables sending files directly with the email.
• Signature Blocks: Automatically adds sender’s contact information and possibly disclaimers or branding.
• Encryption: Protects sensitive information to ensure emails are only readable by intended recipients.
• Read Receipts/Delivery Confirmations: Informs the sender when emails are delivered or read, subject to
recipient’s preferences.
• Email Threads/Replies: Groups related emails together for organized conversations.
• Filters and Folders: Helps manage emails, improving prioritization and efficiency.
• Auto responders: Sends automatic replies for acknowledgments or absence notifications.

SLO 7.4.24: Draft ‘business e-mail’ with the necessary details for different business scenarios

Business memorandum

SLO 7.4.25: Describe business memorandum

A business memorandum, or memo, is a concise, internal document used for communication within an
organization. Unlike formal letters and emails that might be used for external communication, memos are
typically used to convey information, directives, updates, or requests among employees and departments within
a business. Memos are known for their straightforward format, aimed at quick and efficient information
exchange.

SLO 7.4.26: Explain the purpose and key features of business memorandum
Purpose:
• To inform staff about policies, procedures, or operational changes.
• To provide updates on projects or events.
• To issue directives or instructions from management.
• To request information or action from departments or individuals.
Format:
• Heading: Includes the memo's date, the recipients (To:), the sender (From:), and the subject matter (Subject:),
clearly indicating the memo's purpose at a glance.
• Opening: A brief statement introducing the purpose of the memo.
• Body: Contains the detailed message, organized in paragraphs or bullet points for clarity. Information is
presented logically, often starting with context or background before moving to the main message or
instructions.
• Closing: Concludes with a summary, call to action, or next steps. May also include an expression of appreciation
for cooperation or efforts.
• Attachments: If additional information is provided, attachments are listed at the end.
Features:
• Brevity and Clarity: Memos are short and to the point, focusing on essential information without unnecessary
detail.
• Formal Tone: While less formal than external business letters, memos still maintain a professional tone.
• Focused Content: Addresses a single topic, making it easy for recipients to understand the purpose and required
action.
• Internal Use: Primarily used for internal communication, memos stay within the organization.
SLO 7.4.27: Draft ‘business memorandum’ with the necessary details

Memorandum # 1

Announcement

National Corporation
Jinnah Road
Karachi
Phone
Fax
Mobile

Date: May 7, 19___

To: All employees
From: Fazal Mahmood, M.D.
Subject: Increase in Salary and Benefits

The management is pleased to announce its decisions taken at the meeting of the board of directors on the
following:

1. The salaries of all the employees have been increased by ten percent with effect from may 1, 19__
2. All the employees are now eligible for two bonuses every year.
3. The company has increased the earned leave from 30 days to 40.
4. The employees having school going children will be eligible for ten percent education allowance.

The above decisions show that the management is very keen to improve standard of living of its employees. We
believe the welfare of our employee is the welfare of the company.

Memo # 2

Announcement

OMEGA INDUSTRIES
KARACHI

To: Mr. Abdul Ghani, Manager Date: May 7, 19___

From: Mr. Mehtab Ahmed, Director
Subject: Transfer to Lahore Branch

To management is pleased to announce that you have been transferred to the Lahore branch at the company.
You will carry out your duties as the in charge, and Mr. Nasim Ali, the present in charge, will be working under
you in the same grade. You are required to report for duty in the Lahore Branch within one week.

c.c. Mr. Nasim Ali, Manager, Lahore branch.

7.5: Effective Communication

 SLO 7.5.1: Discuss effective communication and its importance to business

Effective communication is the process of exchanging ideas, thoughts, opinions, knowledge, and data so that the
message is received and understood with clarity and purpose. When we communicate effectively, both the
sender and receiver feel satisfied.

Importance of Effective Communication in Business:

1. Team Collaboration:
• Why It's Important: Enables seamless collaboration among team members, leading to increased
productivity and innovation.
2. Decision-Making:
• Why It's Important: Facilitates informed decision-making by ensuring that all stakeholders have accurate
and timely information.
3. Customer Relations:
• Why It's Important: Builds trust with customers, enhances satisfaction, and fosters long-term
relationships.
4. Conflict Resolution:
• Why It's Important: Effective communication is essential for resolving conflicts promptly and maintaining
a harmonious work environment.
5. Leadership and Management:
• Why It's Important: Strong communication skills are vital for effective leadership, influencing
organizational culture, and inspiring teams.
6. Operational Efficiency:
• Why It's Important: Ensures that processes and tasks are carried out efficiently, reducing errors and
delays.
7. Innovation:
• Why It's Important: Encourages the exchange of ideas and feedback, fostering innovation and
adaptability in the rapidly changing business landscape.
8. Brand Image:
• Why It's Important: Consistent and effective communication contributes to a positive brand image,
influencing how the company is perceived by customers and the public.
9. Employee Engagement:
• Why It's Important: Engaged employees result from transparent communication, leading to increased
morale, loyalty, and overall job satisfaction.

SLO 7.5.2: Discuss the benefits and limitations of different communication methods including those based on
information Technology (IT)

1. Face-to-Face Communication:
Benefits:
• Richness of Interaction: Allows for immediate feedback, non-verbal cues, and personalized interactions.
• Clarity: Reduces the likelihood of misunderstandings due to real-time clarifications.
• Building Relationships: Fosters personal connections and a sense of trust.
Limitations:
• Geographical Constraints: Challenging for remote or geographically dispersed teams.
• Time-Consuming: Requires scheduling and may not be the most time-efficient method.
2. Written Communication (Emails, Letters):
Benefits:
• Documentation: Provides a written record of communication for future reference.
• Global Reach: Enables communication across different time zones.
• Asynchronous Communication: Allows for flexibility, as recipients can respond at their convenience.
Limitations:
• Lack of Non-Verbal Cues: Absence of tone, facial expressions, and body language may lead to misunderstandings.
• Formality: May not be suitable for conveying complex emotions or sensitive matters.
• Overload: Inboxes can become cluttered, leading to information overload.
3. Phone Communication:
Benefits:
• Real-Time Interaction: Allows for immediate discussion and clarification.
• Tone of Voice: Conveys emotions and nuances that written communication may lack.
• Convenience: Eliminates the need for face-to-face meetings.
Limitations:
• Lack of Visual Cues: Non-verbal cues are limited compared to face-to-face communication.
• Dependency on Connectivity: Relies on network availability and quality.
• Time Zone Challenges: Coordination can be challenging in global teams.
4. Video Conferencing:
Benefits:
• Visual Interaction: Combines real-time communication with visual cues.
• Global Collaboration: Enables virtual face-to-face meetings for geographically dispersed teams.
• Screen Sharing: Facilitates collaborative work by sharing documents or presentations.
Limitations:
• Technical Issues: Dependence on stable internet connections and technology.
• Scheduling Challenges: Coordinating participants across different time zones can be complex.
• Fatigue: Prolonged video meetings may lead to fatigue and reduced engagement.
5. Instant Messaging and Chat Apps:
Benefits:
• Real-Time Communication: Facilitates quick exchanges and immediate responses.
• Group Collaboration: Allows for group discussions and real-time collaboration.
• Informality: Provides a more casual platform for communication.
Limitations:
• Misinterpretation: Limited context may lead to misinterpretation of messages.
• Distraction: Constant notifications can disrupt concentration.
• Security Concerns: Sensitive information may be at risk if not properly secured.
6. Collaboration Platforms (e.g., Slack, Microsoft Teams):
Benefits:
• Centralized Communication: Streamlines communication within dedicated channels.
• Integration: Often integrates with other tools and applications.
• Document Sharing: Facilitates easy sharing and collaboration on documents.
Limitations:
• Learning Curve: Users may need time to adapt to the platform's features.
• Overreliance: May result in information silos if not used in conjunction with other communication methods.
• Potential for Mismanagement: If not organized effectively, platforms can become cluttered.
7. Social Media:
Benefits:
• Wider Reach: Enables communication with a broader audience.
• Engagement: Fosters engagement and interaction with customers or followers.
• Real-Time Updates: Allows for quick dissemination of information.
 Limitations:
• Public Nature: Lack of privacy, and sensitive information may be exposed.
• Distraction: Users may get overwhelmed with information.
• Limited Formality: May not be suitable for official or formal business communication.

SLO 7.5.3: Recommend which communication method to be used in given circumstances

SLO 7.5.4: Describe communication barriers

1. Language Barriers: Differences in language, vocabulary, or dialect can impede understanding between parties
who do not share a common language or proficiency level.
2. Cultural Barriers: Varied cultural norms, values, and communication styles can lead to misunderstandings or
misinterpretations of messages, especially in cross-cultural interactions.
3. Physical Barriers: Environmental factors such as noise, poor lighting, or physical distance can hinder
communication by making it difficult to hear, see, or connect with others.
4. Psychological Barriers: Emotional or mental factors such as preconceptions, biases, or emotional states can
affect how messages are perceived, interpreted, or received.
5. Perceptual Barriers: Differences in how individuals perceive and interpret information due to varied
backgrounds, experiences, or perspectives can lead to miscommunication or misunderstandings.
6. Semantic Barriers: Confusion or misunderstanding arising from differences in the meaning of words, symbols, or
terminology used in communication can hinder effective information exchange.
7. Organizational Barriers: Issues within the organizational structure, such as hierarchical structures, poor
communication policies, or lack of transparency, can impede the flow of communication within the workplace.
8. Social Barriers: Social factors such as power dynamics, status, or relationships can influence communication
dynamics and affect the willingness to communicate openly.
9. Technological Barriers: Challenges related to the use of technology in communication, such as technical glitches,
lack of proficiency with communication tools, or incompatible systems, can hinder effective communication.
10. Lack of Feedback: Absence of timely responses or feedback can lead to uncertainty or misunderstandings about
the message conveyed, hindering effective communication.
11. Overloading Information: Providing too much information at once can overwhelm recipients and make it difficult
to focus on key messages, leading to information overload and reduced comprehension.
12. Assumption and Jumping to Conclusions: Making assumptions without verifying or clarifying information can
lead to misunderstandings or misinterpretations of messages, hindering effective communication.

SLO 7.5.5: Discuss the reasons that lead to create the communication barrier, along with its related
consequences

1. Language Differences:
• Reasons: Varied language proficiency, vocabulary, or dialects.
• Consequences: Misunderstandings, confusion, and difficulty conveying complex ideas.
2. Cultural Variations:
• Reasons: Diverse cultural norms, values, and communication styles.
• Consequences: Misinterpretations, offense, and breakdowns in trust and rapport.
3. Physical Obstacles:
• Reasons: Environmental factors like noise, distance, or poor lighting.
• Consequences: Difficulty hearing, seeing, or connecting with others, leading to incomplete or distorted
messages.
4. Psychological Factors:
 • Reasons: Emotional states, biases, or preconceptions.
• Consequences: Misinterpretations, defensiveness, or emotional reactions that hinder constructive
dialogue.
5. Perceptual Differences:
• Reasons: Varied backgrounds, experiences, or perspectives.
• Consequences: Miscommunication, misalignment of expectations, and challenges in building consensus.
6. Semantic Misunderstandings:
• Reasons: Differences in word meanings, interpretations, or terminology.
• Consequences: Confusion, ambiguity, and inaccurate transmission of information.
7. Organizational Issues:
• Reasons: Hierarchical structures, poor communication policies, or lack of transparency.
• Consequences: Reduced productivity, lack of employee engagement, and strained workplace
relationships.
8. Social Dynamics:
• Reasons: Power dynamics, status, or interpersonal relationships.
• Consequences: Unequal participation, reluctance to share ideas, and hidden agendas that undermine
collaboration.
9. Technological Challenges:
• Reasons: Technical glitches, incompatible systems, or lack of proficiency with communication tools.
• Consequences: Communication breakdowns, frustration, and delays in information exchange.
10. Lack of Feedback:
• Reasons: Absence of timely responses or feedback.
• Consequences: Uncertainty, misunderstandings, and missed opportunities for clarification or course
correction.
11. Information Overload:
• Reasons: Providing too much information at once.
• Consequences: Reduced comprehension, overwhelm, and difficulty prioritizing key messages.
12. Assumptions and Jumping to Conclusions:
• Reasons: Making unverified assumptions without clarification.
• Consequences: Misunderstandings, conflict, and erosion of trust due to misconceptions or
misinterpretations.

SLO 7.5.6: Draft letters/ e-mails for the following business strategies with reference to features of effective
business communication

a. Good news plan

1. Best news or main idea
2. Explanation

Explanation will include the following details

i. All necessary and desirable details

ii. Resale material
iii. Educational material
iv. Sales promotional material

b. Persuasive plan
i. Attention
 a. Reader – benefit
b. Reader-interest theme
ii. Interest
a. Descriptive details
b. Psychological appeals
c. Reader benefits
iii. Desire
a. Statement of request
b. Conviction material to help create reader’s desire to grant request
iv. Action
a. Clear statement of action desired
b. Easy action
c. Dated action when desired
d. Special inducement
e. Reader benefit plug

c. Bad news plan

1. Buffer (Pleasant or neutral statement to “take a start” with reader)
2. Explanation
a. Necessary details tactfully stated
b. Pertinent favorable, then unfavorable, facts
c. Reader-benefit reason
3. Decision (implied/expressed), along with offer of additional help or suggestions
4. Positive friendly close
a. Appreciation
b. Invitation to future action
c. Clear statement of action desired
d. Easy action
e. Dated action when desirable
f. Willingness to help further
g. Reader benefit and goodwill

SLO 7.5.7: Suggest different ways to overcome communication barriers in business communication.

1. Improve Language Skills:

• Provide language training or resources to improve language proficiency among employees.
• Utilize translation tools or services when communicating with individuals who speak different languages.
2. Cultural Sensitivity Training:
• Offer cultural sensitivity training to help employees understand and appreciate diverse cultural norms
and communication styles.
• Encourage open dialogue and respect for cultural differences within the organization.
3. Create Clear Communication Channels:
• Establish clear communication channels and protocols to ensure messages are conveyed effectively.
• Use multiple channels (e.g., email, meetings, collaboration platforms) to accommodate diverse
communication preferences.
4. Address Physical Barriers:
 • Minimize physical barriers by ensuring adequate lighting, acoustics, and ergonomic workspaces.
• Utilize technology (e.g., video conferencing, telecommunication) to facilitate communication across
physical distances.
5. Promote Active Listening:
• Encourage active listening by providing training and emphasizing its importance in effective
communication.
• Practice techniques such as paraphrasing, summarizing, and asking clarifying questions to ensure
understanding.
6. Provide Cross-Cultural Communication Training:
• Offer training programs to improve cross-cultural communication skills and awareness.
• Encourage employees to learn about different cultures, traditions, and communication norms to
facilitate better interactions.
7. Use Plain Language and Avoid Jargon:
• Use clear, concise language and avoid technical jargon or industry-specific terminology that may be
unfamiliar to some recipients.
• Define terms and provide explanations as needed to ensure clarity.
8. Encourage Feedback and Open Communication:
• Create a culture of open communication where employees feel comfortable providing feedback and
expressing concerns.
• Regularly solicit feedback from employees and stakeholders to identify and address communication
barriers.
9. Provide Training on Communication Tools:
• Offer training on the use of communication tools and technologies to ensure employees are proficient in
their use.
• Provide technical support and resources to help employees troubleshoot any issues they encounter.
10. Establish Clear Goals and Objectives:
• Clearly define the goals and objectives of communication initiatives to ensure alignment and
understanding among all parties involved.
• Communicate expectations regarding roles, responsibilities, and desired outcomes to minimize
misunderstandings.
11. Encourage Collaboration and Team Building:
• Foster collaboration and team building activities to strengthen relationships and trust among team
members.
• Promote a supportive and inclusive work environment where all voices are heard and valued.
12. Regularly Assess and Adapt Communication Strategies:
• Regularly assess the effectiveness of communication strategies and initiatives.
• Adapt communication approaches based on feedback, changing needs, and evolving circumstances to
ensure ongoing improvement.