Course Content
Introduction to Communication
Offers basic defintions, objectives and principles of effective communication. Describes the major barriers to effective communication. Describes the different methods of communication, formal and informal communication styles, systems and devices.
0/6
Foundations and Definitions
Objectives and Strategic Importance in Business
The Communication Process Model and Its Components
Forms, Flows, and Networks in Business Communication
Barriers and Guidelines for Effectiveness
Quiz 1
00:45:00
Written Communication & Business Correspondence
Business correspondence, often written, forms an important part of the communications process for accounting or business professionals
0/6
Fundamentals of Written Communication
Channels and Internal Written Documents
Business Letters and Correspondence
Report Writing and Proposals
Handling Business Correspondence & Mail Management
Quiz 2
00:45:00
Oral Communication & Presentation Skills
This topic helps the learner understand and navigate the requirements of any oral communications in a corporate environment
0/6
Fundamentals and Channels of Oral Communication
Key Oral Interactions: Meetings and Interviews
Presentation and Public Speaking Skills
The Critical Skill of Listening
Communication Ethics and Overcoming Barriers
Quiz 3
00:45:00
Non-Verbal, Visual, & Electronic Communication
Communication is not always oral or written. Non-verbal, visual and electronic communication is equally important in any social environment.
CPA Communication Skills

Topic 2: Written Communication & Business Correspondence

 

Lesson 3: Business Letters and Correspondence

 

Business letters are the primary tool for formal external communication, carrying legal weight and shaping the organization’s professional image.

 

Types of Business Letters:

 

  • Letters of Inquiry & Quotations: Seeking or providing information about products, prices, or terms.
  • Orders & Acknowledgements: Placing orders and confirming their receipt.
  • Claims & Adjustments: Lodging complaints (e.g., damaged goods) and responding to them.
  • Credit & Collection Letters: Requesting credit facilities or pursuing overdue payments.
  • Sales Letters: Persuasive letters promoting products or services.
  • Employment Letters: Covering applications, interview calls, appointment letters, and termination notices.
  • Social Business Letters: Building relationships (e.g., congratulations, condolences).

 

Planning and Writing a Business Letter:

 

  • Pre-Writing: Consider the receiver, the core message, previous correspondence, and the desired outcome.
  • The AIDA Model (for persuasive/sales letters):
    • A – Attention: Grab the reader’s interest.
    • I – Interest: Build interest by highlighting benefits.
    • D – Desire: Create a desire for the product/service/outcome.
    • A – Action: Prompt a specific action (e.g., place an order, call for details).

 

Essentials of an Effective Business Letter:

 

  • Promptness: Reply in a timely manner.
  • Knowledge: Understand the subject and company policy.
  • Appropriate Tone: Match the language and formality to the situation.
  • Accuracy & Completeness: All facts, figures, and statements must be correct and thorough.
  • Courtesy & Persuasion: Be polite and aim to win goodwill.

Conciseness & Positive Approach: Be brief and focus on solutions, not just problems.

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