Chapter 3 — Business Communication

What is business communication?
Business communication is the planned exchange of information and ideas within a company and between a company and others such as customers, suppliers and government bodies. It is not casual talk: every message in business has a purpose — to inform, instruct, record, persuade, or coordinate. Understanding the purpose helps in choosing language, tone and format.

Why it matters
Clear communication prevents mistakes and saves time and money. A precise order prevents wrong deliveries; a clear invoice avoids payment delays. Good communication builds reputation and trust, which are central to successful trade. It also supports teamwork: when colleagues understand their duties, work flows more smoothly.

Internal and external communication
Internal communication happens inside the organisation between managers, staff and departments. Examples are memos, notices and meeting minutes. External communication reaches outside audiences: customers, suppliers, banks, and the public. Examples are enquiry letters, sales letters and circulars. Each audience requires a suitable tone and level of detail.

Forms and combinations
Forms include written (letters, emails, reports), oral (face-to-face talks, telephone) and visual (charts, posters). Often a single message uses more than one form: a manager may announce a policy in a meeting (oral), send a memo (written) and post the rules on a noticeboard (visual). Choosing the right mix ensures the message reaches everyone and leaves a record when needed.

Key features of effective business messages

• Purpose: know exactly why you are writing or speaking.
• Audience: adapt language to the receiver's level of knowledge.
• Clarity: use simple words and short sentences.
• Completeness: include all facts the receiver needs to act.
• Courtesy: use polite and professional tone.
• Conciseness: be brief without leaving out important information.

The communication process
The sender forms the idea, encodes it into words or signals, selects a channel, and sends it. The receiver decodes the message and gives feedback. Barriers may interfere at any stage. Practising clear encoding and asking for feedback reduces mistakes.

Class activities
Students should practise by writing short letters, composing memos, role-playing phone calls and preparing posters. Real tasks such as writing a notice for the classroom sharpen practical skills and make the rules of good business communication easy to remember.

Overview of purposes
Business communication serves several central purposes: to inform, instruct, persuade and record. Each purpose shapes how a message is written or spoken. Informing provides facts; instructing tells people what to do; persuading aims to change beliefs or behaviour; recording preserves evidence of actions and agreements. Recognising the primary purpose guides writers and speakers to choose the most effective style and format.

Informing in business
Informative messages include circulars announcing holidays, price lists, stock reports and notices about changes in timings. Such messages must be accurate and complete because recipients make decisions based on them. Use clear headings, dates and specifics so information is easy to find and verify.

Instructing and directing
Instructional messages give steps or orders: job duties, delivery instructions, how to file a form. Clarity and sequence are crucial here. Break tasks into numbered steps and include deadlines. Use active verbs and precise terms to avoid ambiguity (for example, "Submit the report by 3 pm on Friday to the accounts desk").

Persuading and selling
Persuasive communication is used in sales letters, advertisements and proposals. It focuses on benefits for the recipient rather than features alone. A persuasive message often follows the AIDA pattern — attract Attention, build Interest, create Desire and prompt Action. Ethical persuasion gives truthful claims and clear conditions for offers.

Recording and legal function
Records such as invoices, contracts, minutes and official reports provide evidence of transactions and decisions. These documents must be precise and stored appropriately, because they may be needed for audits, complaints, or legal questions. Use formal language and keep accurate dates, amounts and signatures.

Other functions in business life

• Co-ordination: Communication links departments and keeps work aligned.
• Decision-making: Reports and memos supply the facts managers need to decide.
• Motivation: Appreciation letters and public recognition encourage staff.
• Control: Policies and notices set standards and control activity.

Adapting style to function
The function determines tone and structure. An instruction uses clear imperatives; an informative circular uses neutral facts; a persuasive letter uses emotive but honest language. Teaching practice should include writing short messages for each function so students learn to switch style and content as needed.

Understanding channels
Channels are the media used to move a message from sender to receiver. Common channels include written (letters, emails, reports), oral (face-to-face conversations, telephone), and visual (posters, charts). Each channel has strengths and limitations. Choosing the right channel depends on urgency, the formality required, the need for a permanent record and the audience size.

Written channels: advantages and cautions
Written messages create records and allow careful wording. Letters are formal and suitable for contracts, orders and complaints. Emails are quicker and good for routine business but need clear subject lines and polite tone. Printed circulars reach many people but cost more. The main advantage is accuracy and the ability to refer back to details. The cautions are delays in delivery for postal letters and the risk of misreading tone in written text.

Oral channels: when to use them
Oral communication offers immediate feedback and the chance to clarify. Face-to-face meetings are best for sensitive or complex negotiations, team discussions and building relationships. Telephone calls are quick for confirmations and urgent changes. However, oral messages may not leave a record unless minutes or notes are made, so important agreements should be confirmed later in writing.

Visual channels and non-verbal cues
Visual aids like charts, product samples, photographs and posters explain complex ideas simply. In face-to-face situations, non-verbal cues — gestures, facial expressions and eye contact — add meaning and help assess understanding. Visual presentation is especially helpful for training and advertising where images attract attention and simplify information.

Electronic channels in practice
Electronic channels include email, instant messaging, social media and video calls. They offer speed and wide reach. Email suits formal, routine exchanges and attachments. Instant messaging is fast for short clarifications but should not replace formal records. Social media is a public face of the business and must be managed carefully. Video calls combine visual and oral benefits and are useful for remote meetings.

Choosing the best channel

• Urgency: Phone or video for immediate response.
• Complexity: Face-to-face or written with attachments to explain details.
• Record needed: Always choose written form.
• Sensitivity: Prefer direct, private communication for confidential matters.
• Audience size: Use notices or circulars for many recipients.

Practical guidance
Encourage students to decide channels for sample situations: an urgent delivery change (phone then email confirmation), a new policy (meeting plus memo), a promotional offer (email and poster). Practising these choices helps students develop judgement about which medium best fits the business need.

What are communication barriers?
Barriers are factors that distort or block the intended message so the receiver does not understand it as the sender intended. Barriers can appear at any point in the communication process and may be physical, linguistic, psychological, organisational or cultural. Recognising common barriers helps to plan messages that avoid them.

Physical barriers
Physical barriers include noise, distance, poor lighting, faulty equipment and bad handwriting. For example, a noisy shop may make a phone message unclear. These barriers reduce message clarity. Solutions include choosing quieter places for calls, improving equipment and using written records when sound quality is poor.

Language and semantic barriers
Using unfamiliar words, technical jargon, regional dialects or complicated sentences creates language barriers. A supplier’s technical terms may confuse a customer. To avoid this, use simple words, explain technical terms when necessary and tailor language to the receiver’s background and level of understanding.

Psychological barriers
Emotions such as anger, fear, mistrust or prejudice can stop people from listening or cause them to misunderstand. A recipient stressed by a deadline may miss important details. Overcome these barriers by remaining calm, using neutral language, allowing time for questions and encouraging two-way feedback to confirm understanding.

Organisational barriers
In some organisations, unclear channels, rigid hierarchies or departmental silos prevent necessary information from reaching the right person. For example, a delivery notice stuck in one department may not reach the staff who handle dispatch. Clear procedures, designated contact persons, and use of memos or shared noticeboards reduce such problems.

Cultural and social barriers
Cultural differences affect how messages are interpreted. Politeness forms, gestures or directness may be understood differently across cultures. Awareness and respect for cultural norms and using neutral language help avoid unintended offence.

How to reduce barriers

• Simplify language and avoid jargon.
• Choose clear channels and provide written follow-up for important oral messages.
• Encourage feedback: ask the receiver to summarise the message.
• Improve physical conditions: reduce noise, use good lighting and clear prints.
• Clarify organisational procedures and points of contact.
• Be culturally sensitive and polite.

Classroom activities
Exercises such as correcting poor notices, role-plays to manage emotional conversations, and rewording technical texts for a general audience help students identify barriers and practise removing them. These activities build awareness that communication succeeds when senders plan messages with the receiver in mind.

Overview of a business letter
A business letter is a formal document used for communication between organisations or between an organisation and an individual. It follows a predictable structure and polite style that makes it easy for the reader to find important information. The standard parts are the sender's address (or letterhead), date, recipient's address, salutation, subject line (optional), body, complimentary close and signature. Each part must be placed correctly and written clearly.

Opening lines and stating purpose
The opening sentence must tell the reader why the letter is sent. Clear openings like "We are writing to place an order for..." or "I am writing to enquire about..." prevent confusion. If the letter refers to previous correspondence, mention that reference to help the reader locate the file quickly.

Organising the body
The body should present information in logical order. Use short paragraphs: one idea per paragraph. If listing items, use numbers or bullet points to avoid mistakes. Start with background or context, then present the main request or information, and end with the desired action. Avoid long, complex sentences; prefer simple, direct statements so that details like quantities, dates and addresses are not misread.

Tone and formality
Formal letters use polite and respectful language. Avoid slang, contractions and overfamiliar phrases. Use active voice for clarity: "Please deliver the goods by 10 June" is clearer than a long passive construction. The level of formality may vary: letters to customers tend to be courteous and promotional; letters to suppliers or banks are more factual and precise.

Closing lines and signature
End with a courteous closing sentence such as "We look forward to your prompt reply" or "Thank you for your consideration." Use the correct complimentary close: "Yours faithfully" when you do not know the recipient’s name, and "Yours sincerely" when you do. Print your name below the signature and include contact information if needed.

Presentation and layout
Use left alignment and single spacing within paragraphs, with a blank line between paragraphs. Keep margins neat and use a readable font when typing. If sending by post, present the sender's and recipient's addresses clearly. For email, use an informative subject line and a short salutation and closing. Proofread the letter for spelling, grammar and numerical accuracy before sending.

Practical tips for students

• Plan what you want to say briefly before writing.
• Use numbered lists for orders or specifications.
• Keep the letter to one page when possible.
• Check figures, dates and names carefully.

Class work
Students should practise by writing letters for common situations: enquiry, order, complaint and application. Peer review helps identify unclear sections and tone problems and teaches the habit of proofreading.

Purpose of enquiry letters
An enquiry letter seeks information that helps a buyer or customer make a decision. Common enquiries ask about prices, product specifications, delivery schedules, discounts, and payment terms. A good enquiry makes specific requests to avoid follow-up questions and speeds up the process of receiving a useful quotation.

Writing a clear enquiry
Begin by stating the reason for writing: for example, to request a quotation for a particular product. Provide exact details such as model number, size, colour, quality standards and quantity needed. Number specific questions to make them easy to answer. Mention the expected delivery location and any special requirements such as packaging or printing the school logo. Finish with a polite request for a prompt reply and give contact details for clarification.

Replying to an enquiry: what to include
A reply should answer every question in the same order the enquiry listed them. Confirm product availability and state unit price, total price, taxes, packing and delivery charges. Clearly state delivery time and payment terms. If discounts apply for larger orders, show the conditions. If the seller cannot meet a requirement, explain honestly and, if possible, propose an alternative solution. Conclude by inviting the enquirer to place an order and provide contact information for further discussion.

Politeness and accuracy
Both the enquiry and the reply should use polite and professional language. In replies, check figures carefully — a wrong price may lead to disputes. Use clear headings and short paragraphs so that the buyer can compare offers quickly and make a decision. Attach product catalogues, specification sheets or sample images when helpful.

Special situations
If an enquiry is urgent, state the deadline for receiving the quotation. If the buyer is seeking a long-term supplier, mention expected order frequency and estimated monthly quantities. For international enquiries, include currency and customs or shipping terms. In such cases, state whether the price is EXW, FOB or CIF if known, and clarify who pays freight and insurance.

Class practice
Role-play activities help students practise asking the right questions and writing clear replies. One student writes an enquiry for school sports uniforms; another replies with prices, delivery time and payment terms. Peer feedback should focus on whether each question was answered clearly and whether the tone was polite.

Objective of sales communication
Sales letters and promotional messages aim to persuade readers to buy or try a product or service. They must attract attention, build interest, create desire and prompt action. While they try to influence behaviour, ethical standards require that claims are truthful and conditions are clearly stated.

Structure of an effective sales letter
A good sales letter follows a clear sequence. Start with a strong opening or headline that highlights a benefit or an attractive offer to catch the reader's attention. The next section should build interest by describing key features in a way that connects those features with benefits for the buyer. Use short examples, testimonials or simple facts to support claims. Then present the offer: price, discounts, guarantees or free trial details. Finish with a clear call to action such as "Order now", "Call today" or "Visit our store", and provide easy contact or ordering instructions.

Language and persuasion techniques
Use positive, benefit-focused language. Instead of saying "This pen has smooth ink", say "Write faster with our smooth-ink pen that never smudges." Use second person ('you') to speak directly to the reader and make the message personal. Keep sentences short and avoid too many technical details unless the reader is a specialist. Offer social proof if possible: "Loved by 1,000 students" or a short customer quote helps build trust.

Promotional messages for different media
Letters and emails allow more detail; posters and banners must use strong headlines and a short supporting line because readers glance quickly. Radio or short video scripts should repeat the call to action and make the offer easy to remember. Social media posts require attractive images and a brief message with a link to more information. Always adapt the length and style to the medium and the audience.

Design and clarity
Presentation matters. Break text into short paragraphs and use bullet points for offers and features. In printed material use readable fonts and clear spacing. In email, include a clear subject line and an uncluttered body. In advertising, always include price details or the conditions that apply to offers to avoid misunderstandings later.

Class exercises
Practice writing a short sales letter for a school event, and design a poster headline that states the main benefit in five words or less. Discuss how promises should be kept and why honesty is essential to keep customers returning.

Purpose of an order letter
An order letter is an instruction to a supplier to send goods or services. It is legally important because it creates an obligation for the seller to deliver as specified. Therefore, an order must be clear, accurate and complete to avoid disputes or delivery errors.

Essential details to include
An order should contain full item descriptions (model number, size, colour), quantity, agreed price or reference to the quotation, delivery address, preferred delivery date and payment method. If packing instructions, labelling or a purchase order number apply, include them. If you require an invoice or delivery challan to accompany goods, specify that. Such details help the supplier prepare the right consignment and arrange transport.

Using lists and formats
Use numbered lists or a simple table to list ordered items so there is no confusion about quantities and prices. For example, a small table with columns for item, description, quantity and unit price reduces mistakes. State the total amount and any agreed discounts, and mention who bears transport costs if this was discussed.

Acknowledgement from the seller
After receiving an order, a seller should send an acknowledgement to confirm receipt and state the expected dispatch or delivery date. A good acknowledgement mentions the order reference, any items that are back-ordered, and terms of payment or delivery. If the seller cannot meet the order exactly, they should notify the buyer and propose alternatives or request clarification.

Delivery, inspection and records
On receipt, the buyer must inspect goods immediately and compare them with the order and delivery note. If items are damaged or missing, notify the supplier promptly with supporting evidence. Keep copies of the original order, delivery note and invoices for record-keeping and possible claims. These documents form a paper trail that helps resolve disputes.

Practical classroom tasks
Students can practise by preparing a purchase order for classroom stationery and then drafting an acknowledgement that confirms dispatch date. Discuss scenarios such as late delivery and how to handle them with polite yet firm letters or phone calls. Emphasise accuracy and clarity to prevent costly errors.

Why complaints are written
When goods are damaged, missing, not as ordered or services fall short, the buyer writes a complaint to inform the seller and request a remedy. A complaint letter must be factual, include evidence where possible, and clearly state the expected remedy such as replacement, repair, credit or refund. A polite tone improves the chances of a quick and fair resolution.

Key elements of a complaint letter
Start with a clear reference to the original order or invoice number and the date of purchase or delivery. Describe the problem briefly and precisely: what is wrong, when the defect was discovered and the quantity affected. Provide supporting evidence: attach copies of invoices, delivery notes, photographs or inspection reports. State the action you expect and a reasonable time frame for the seller to respond or act.

Sample language and tone
Use calm and objective language. Rather than using angry or accusatory words, write: "On inspection we found that five cartons of A were damaged. Please arrange replacement within seven days." A respectful but firm tone helps maintain business relations while making the problem clear. Also provide contact details for follow-up.

Adjustment letters from sellers
The seller's adjustment letter should acknowledge the complaint promptly, apologise if appropriate, explain the cause if known and clearly state the corrective action taken. If replacement or refund will be provided, give the expected timeline. If the seller cannot accept the complaint, they should explain why and, if possible, offer alternatives to resolve the issue amicably.

Keeping records and follow-up
If the seller does not respond, send a reminder referencing the earlier letter. Keep copies of all correspondence and any receipts or photographs. These form the evidence trail that supports your claim. Most disputes can be settled by clear documentation and polite persistence without legal action.

Classroom practice
Role-play buyer and seller scenarios: one student writes a complaint for a batch of torn notebooks and another writes an adjustment offering replacement and apology. Review both for clarity, completeness and tone. This practice teaches students how to resolve real commercial problems professionally.

Purpose and differences
Notices and circulars are used to inform groups about events, rules or changes. A notice is usually brief and posted in a public place for immediate attention, for example a notice that a meeting time has changed. A circular is more detailed and is distributed to many recipients, for example a circular to parents about fee changes. Knowing when to use a notice or a circular helps the message reach the right people in the right way.

Writing an effective notice
Keep a notice short, direct and readable at a glance. Use a bold heading that states the subject, then give the essential facts: what, who, when, where and any required action. Use short lines and clear font sizes so people can read it from a distance. Add a contact name and number for queries. For urgent messages, place the notice in high-traffic areas where the intended audience will see it quickly.

Composing a circular
Circulars are suitable for important announcements that need detail and explanation. Start with a clear heading and the date. The opening paragraph should state the reason for the circular. Subsequent paragraphs provide full details, instructions and deadlines. End with an action line: what the recipients must do and by when, and include the signature of the issuing authority to show official approval. Circulars may be printed, emailed or posted on a school or company portal for records.

Design and clarity
Design affects readership. Notices benefit from bold headings and short bullet points. Circulars use headings and subheadings to break long text into manageable parts. Always include dates, deadlines and contact details. Use polite, formal language for circulars especially when they state rules or policy changes.

Distribution and record-keeping
Decide who must receive the notice or circular. Notices are posted on noticeboards, while circulars may be handed out, mailed or emailed. Keep copies of circulars for records, especially if they relate to policies or fees. For important circulars, send both printed copies and electronic versions to ensure all recipients receive them.

Class activities
Students can draft a notice for a lost item and a circular announcing the annual sports meet, focusing on audience, clarity and required action. Review each for completeness and correct placement of essential details.

What is a memo and when to use it
A memo, or memorandum, is a short internal document used within an organisation to inform staff, request action or record routine matters. It is less formal than a letter but must be clear and to the point because busy colleagues read memos quickly to understand what is required. Use a memo for staff announcements, reminders, brief instructions and internal updates.

Standard memo format
A typical memo includes: To (recipient or group), From (sender), Date, Subject and Body. The subject line is important: it should clearly state the memo’s purpose, for example "Subject: Submit monthly stock reports by 5th". The body should begin with the purpose in the first sentence, followed by necessary details and a clear statement of action required and deadline.

Writing style and tone
Since memos are internal, the tone can be direct but must remain professional and respectful. Use short sentences and bullet points for lists of tasks or steps. Start with the purpose, then give instructions or facts, and end with any contact details for questions. Avoid unnecessary background information; link to fuller documents when more detail is needed.

Distribution and follow-up
Decide the right recipients: all staff, a department, or specific people. Use internal email, staff noticeboards or distribution in mail trays depending on urgency and record needs. Keep copies for files if the memo concerns policy or long-term obligations. Follow up with a reminder if required actions are not completed by the deadline.

Typical uses and examples
Memos commonly announce meetings, give changes in procedure, request reports and remind staff of deadlines. Because memos are quick to produce, they are ideal for short, routine communications that require action from staff.

Class exercises
Practice drafting memos for classroom situations such as changing library hours or assigning weekly cleaning duties. Check that the subject is clear, the action required is specific, and a deadline is included. Reviewing each other's memos helps students learn concise and correct internal communication.

Purpose and scope
Short business reports present facts and findings on a limited subject and often recommend action. They help managers and staff make decisions by summarising observations, results or simple investigations. Short reports are common in schools and small businesses where quick, clear information is needed without a long formal document.

Typical structure
A short report usually contains: Title, Date, To/From, Subject, Introduction, Findings, Conclusion or Recommendations and Signature. The introduction explains why the report was written and what it covers. Findings present the data or observations in an organised way. Recommendations suggest specific, practical actions based on the findings.

Writing the introduction
Keep the introduction brief and factual: state the purpose and any limits to the report. For example: "This report summarises sales for the stationery stall in March and highlights items that need restocking." A clear introduction helps readers understand context and relevance at once.

Presenting findings clearly
Use numbered points, short paragraphs or simple tables for data. State totals and comparisons where useful: "Sales increased by 12% compared to February." Highlight important facts that support your recommendations. Avoid large blocks of text; readers should be able to scan the report quickly to get the main points.

Conclusion and recommendations
Conclude with practical suggestions linked to the findings. Recommendations should be specific and feasible: "Order 500 notebooks by the 10th and offer a 10% discount on pencils to clear slow-moving stock." If possible, assign responsibility and a timeline for each action to aid follow-up.

Supporting documents and tone
Attach simple annexures like sales lists, invoices or a short table if they support findings. Keep the tone formal and objective; avoid personal opinions not backed by facts. Proofread numbers and spelling carefully to ensure reliability.

Class practice
Students can prepare a short report on classroom expenses, a mini sales summary or a short investigation such as reasons for low attendance at a club. Practising helps develop the skill of presenting facts clearly and making useful recommendations.

Purpose of minutes
Minutes are the official, concise record of what happened in a meeting: who attended, what was discussed, what decisions were made, and who is responsible for follow-up actions. They serve as evidence of agreement and guide future work. Because minutes may be referred to later, accuracy and clarity are essential.

Preparing to take minutes
Before the meeting, the minute-taker should study the agenda, gather any relevant papers and know who is expected to attend. This preparation helps identify key points during the meeting and reduces the chance of missing important decisions.

Standard structure
Good minutes include: the organisation's name, date, time and place of meeting; list of attendees and apologies for absence; approval of previous minutes if applicable; each agenda item with a short summary of discussion and the decision reached; and an action points list that specifies who will do what and by when. End the minutes with the time the meeting closed and the name of the minute-taker or the chair.

Writing style and content
Minutes should be concise and factual. Record decisions, motions and agreed actions exactly: for example, "Resolved: Purchase 200 notebooks. Action: Accounts to place order by 10 September." Do not write detailed transcripts of who said what. Use neutral language without personal opinions. Use past tense for events that occurred and write action points in an easily trackable format.

Action points and follow-up
Action points must be clear: specify the task, responsible person and a deadline. This makes it easy to monitor progress and report back at the next meeting. Distribute minutes promptly to attendees and those who were absent so that everyone knows their responsibilities and the agreed timelines.

Classroom exercise
Conduct a short class meeting on a school project and have a student take minutes. Afterwards, check whether the minutes recorded attendance, key decisions and action points with responsible persons and deadlines. Practising this routinely trains students to produce useful, reliable records of meetings.

Role of a CV and application letter
A CV (curriculum vitae) or resume summarises a person's education, skills and achievements for job or internship applications. An application letter introduces the candidate and explains their interest and suitability. Together they form the first impression on an employer, so they must be accurate, neat and focused on what the employer needs.

What to include in a short student CV
For Class 9 students, a one-page CV is ideal. Include: full name and contact details, a brief objective (one line about what you seek), education (school name, current class), skills (computer, language, typing), achievements (prizes or competitions), extracurricular activities (clubs, sports) and references if available. Use bullet points and keep entries brief and factual. Avoid unnecessary personal details and do not exaggerate.

Writing an effective application letter
Begin with the sender's address and date, then the employer's address and a formal salutation. In the opening paragraph state the reason for applying and how you learned about the vacancy. The second paragraph should highlight one or two strengths that make you suitable, with short examples (for instance, "I assisted in the school library and can manage inventory"). The closing paragraph should offer to provide further information, mention availability for an interview and end politely with a formal closing and signature.

Presentation and honesty
Type or neatly write the CV and letter, use a standard font and maintain consistent spacing. Check spelling and dates carefully. Always be truthful; false claims damage reputation and can lead to dismissal later. Keep copies of applications and note where and when you applied so you can follow up.

Tailoring documents for each post
Adjust the CV and letter to match the job: emphasise the skills and experiences most relevant. For example, a library helper role should stress organisational skills and reliability; a sales assistant role should stress good communication and punctuality.

Practice activity
Students should prepare a simple one-page CV and write an application letter for a school library helper position. Review in class for clarity, correct format and truthful presentation of achievements.

Telephone skills and etiquette
Telephone communication is common in business because it is fast and allows immediate clarification. Good telephone etiquette includes answering clearly with name and organisation, speaking politely, listening actively, taking notes and confirming important details before ending the call. For example, begin with "Good morning, this is Priya from Sunshine Store. How may I help you?" and close by repeating agreed actions such as delivery times or contact numbers.

Taking and passing messages
If the person called is unavailable, take a concise message including the caller’s name, organisation, phone number, reason for call and the time of call. Repeat the message back to confirm accuracy and record it immediately. When passing the message, include any urgency or follow-up instructions to ensure appropriate action.

Email manners and structure
Email is widely used for both formal and informal business communication. Use an informative subject line, polite greeting, brief body that states purpose first, clear paragraphs or bullet points, and a courteous closing with contact details. Attach necessary documents and name files clearly. Avoid casual language and use a professional email address. For important matters, follow up phone calls with an email summary to create a record.

Instant messaging and social media
Instant messaging is useful for quick clarifications but should be used sparingly for official matters. Keep messages short and professional and avoid sharing confidential information on unsecured platforms. Social media is a public channel and should be used carefully to promote products or give updates. Always check facts and tone before posting because mistakes can spread quickly.

Video calls and conferencing
Video calls combine audio and visual cues, making them useful for remote meetings and presentations. Prepare the agenda, test microphone and camera, dress appropriately and share documents beforehand. Mute when not speaking to reduce background noise and use the chat function for questions when appropriate.

Security and privacy
Protect business information by using secure networks, strong passwords and careful sharing of attachments. Verify email addresses and phone numbers before sending confidential material. Teach students to treat business contacts and personal data responsibly to avoid breaches and misunderstandings.

Practice activities
Role-play phone calls to practise clear introductions, note-taking and confirming details. Draft professional emails for requests and replies, and discuss how to summarise phone conversations in writing. Practising these skills prepares students for real business communication where clarity, courtesy and security matter.