CSEET Business Communication Syllabus

What is a topic sentence in a paragraph?

The sentence (usually first) that states the central idea or main point that the rest of the paragraph develops and supports.

What are the essential qualities of a good paragraph?

Unity (one main idea), Coherence (logical flow), Adequate development (enough supporting detail) and Order/sequence of ideas.

What is a business letter?

A formal written communication exchanged between organisations or individuals for business purposes, following a set format and conventions.

What are the main standard parts of a business letter?

Heading/letterhead, date, inside address, salutation, subject line, body, complimentary close, signature and enclosures/reference.

What are the essential qualities (C's) of effective business communication?

The 7 C's: Clarity, Conciseness, Concreteness, Correctness, Coherence (consideration), Completeness and Courtesy.

What is a 'good news' letter and how is it organised?

A letter conveying favourable information (approvals, acceptances). It uses the direct approach: state the good news first, give details, then close cordially.

What is a 'bad news' letter and what approach is used to write it?

A letter conveying unfavourable information (refusals, rejections). It uses the indirect approach: a neutral buffer, reasons/explanation, the bad news stated tactfully, then a positive close.

What is a 'buffer' in a bad-news letter?

A neutral, positive opening statement that cushions the reader before the negative message, maintaining goodwill.

What is a sales letter?

A persuasive business letter written to promote and sell a product or service by attracting the reader's attention and motivating a purchase.

Which classic formula guides writing a sales letter?

AIDA: Attention, Interest, Desire and Action.

What is a collection letter?

A letter sent to a customer to remind and persuade them to pay an overdue or outstanding debt.

What are the usual stages/series of collection letters?

They move from a gentle reminder, to an inquiry/discussion, to an urgent appeal, and finally to a warning/ultimatum stage.

What is a complaint (claim) letter?

A letter written to inform a seller or service provider about a problem, defect or dissatisfaction and to request correction or compensation.

What is an adjustment letter?

The reply to a complaint letter, in which the seller responds to the customer's claim by granting, partly granting or refusing the requested remedy.

What is a memorandum (memo)?

A brief written message used for internal communication within an organisation to convey information, instructions or decisions.

What are the standard heading elements of a memo?

To, From, Date and Subject, followed by the body of the message.

How does a memo differ from a business letter?

A memo is for internal communication, omits inside address and salutation, and uses a To/From/Date/Subject heading; a letter is usually external and follows full letter format with salutation and complimentary close.

What is an office order?

An internal written instruction or directive issued by management to communicate administrative decisions such as appointments, promotions, transfers or duty allocations to staff.

What is a circular in business communication?

A written communication sent to a large number of people at once to convey the same information, such as a policy change or general announcement.

How does an office order differ from a circular?

An office order is a directive about a specific administrative action (e.g., transfer) directed at concerned individuals; a circular conveys general information to many people simultaneously.

What is a notice?

A formal written or printed announcement displayed or circulated to inform people about an event, meeting or matter of common interest.

What is an agenda of a meeting?

A list of items or topics, arranged in order, to be discussed and decided at a meeting; it is circulated to members before the meeting.

What are the minutes of a meeting?

The official written record of the proceedings, discussions and decisions (resolutions) taken at a meeting, prepared after the meeting.

What is the difference between an agenda and minutes?

An agenda is prepared before a meeting and lists items to be discussed; minutes are prepared after the meeting and record what was actually discussed and decided.

What is a quorum in the context of meetings?

The minimum number of members required to be present for the proceedings of a meeting to be valid.

What is an email (electronic mail)?

A method of exchanging digital messages over a computer network/internet, widely used for fast, written formal and informal business communication.

What do the email fields 'Cc' and 'Bcc' mean?

Cc (Carbon copy) sends a visible copy to additional recipients; Bcc (Blind carbon copy) sends a copy whose recipients are hidden from the others.

What is netiquette in digital communication?

The set of etiquette rules and acceptable conduct for communicating respectfully and appropriately online (emails, social media, messaging).

What are the advantages of using social media for business communication?

Wide and fast reach, low cost, real-time interaction with customers, brand building, feedback collection and targeted marketing.

What is instant messaging (IM)?

Real-time, text-based communication between two or more people over the internet (e.g., WhatsApp, chat apps), allowing immediate exchange of short messages.