Use the Writing Process to Compose Texts Required in the Business Environment

Unit Standard: 12153

NQF Level: 4

Credits: 5

Programme Overview:

This course is designed to assist learners to promote clear, unambiguous communication in plain language and to improve the quality of written reports and other texts that are specific to a business environment, require a particular format and may include specified legislated requirements. The unit standard enables learners to recognise and effectively use textual conventions and features specific to business texts.

Who should do this course?

This is intended for:

  • Contact Center Agents
  • Customer Service Executives
  • Sales Representatives
  • Credit Control


Course Breakdown

Module 1: Prepare to Write


  • Identify texts specific to a particular function in a business environment and give an indication of industry specific and/or legislative requirements for each text.
  • Produce texts specific to a particular function in a business environment in response to defined requirements.
  • Explain the implications of not following the industry specific or legislative requirements for a specific type of text and give an indication of the possible consequences of non-compliance.
  • Use terminology and conventions specific to a particular function in a business environment, appropriately.

Module 2: Information Gathering


  • Identify the incidental audience for whom the text is to be written, for a specific field or sub-field in order to focus the information needs.
  • Identify the purpose of the text within a specific field or sub-field and according to the information.
  • Ask questions to help understand the client’s needs and focus on information gathering.
  • Understand that information required for the document, can be accessed from a variety of sources.
  • Check accessed information for accuracy, bias, stereotypes, and other offensive details.
  • Define the focus of the proposed text and decide what information should be included or omitted in order to ensure the focus.
  • Create a checklist in order to facilitate reflection and editing.
  • Interpret and rephrase technical or marketing terms and jargon in plain language, or appropriately use in the correct context where the terminology is essential to the understanding of the text.

Module 3: Language Application


  • Select a format and structure that is appropriate for the intended audience and function.
  • Identify the main points to be included in the text and add the necessary supporting details.
  • Write a first draft that collates the necessary information in a rough framework.
  • Select a text type, format and layout that is appropriate for the audience and purpose.
  • Use layout and formatting techniques correctly, to enhance the readability of text.
  • Evaluate the information in the document, in terms of its appropriateness for the intended audience and business function.

Module 4: Organize and Structure


  • Check the first draft to ensure that appropriate language has been used and where necessary the draft is rewritten in plain language, using clear accessible language that avoids over-complex syntax.
  • Consider and use different ways of presenting the same information, where these enhance the meaning of the text.
  • Order the document to ensure that the sequence is logical and meaningful.

Module 5: Finalizing the Writing Process


  • Check all information for accuracy and factual correctness.
  • Proof read the final draft to check that it is completely correct.
  • Self-assess the final copy using a rubric or checklist based on the requirements of the writing task and the items on the checklist created.
  • Identify and collect information needed to write a text specific to a particular function.



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