CBP Business Communication

Module 1: Introduction to Business Communication

• What is Business Communication?
• A Business Communication Model
• Encoder/Decoder Responsibilities
• Medium vs. Channel
• Barriers to Communication
• Strategies for Overcoming Barriers
• Feedback
• Some Final Questions
• Verbal vs. Non-verbal Communication

Module 2: Structuring Business Communication

• Communication Basics
• Defining your Message
• Analyze your Audience
• Structuring your Message

Module 3: Developing a Business Writing Style

• Roles of Written Communication
• Good Written Communication
• Communication Checklist
• Develop an Effective Writing Style

Module 4: Types of Business Writing

• Letter and Memo Formats
• Business Letters
• Letter Format Styles
• Business Memos
• Good News and Persuasive Correspondence
• Positive Messages
• Persuasive Messages
• Managing Report Writing
• Parts of a Report
• Email Communication
• Sending an Email
• Forwarding an Email
• Email Basics
• Use Sensory Language
• Confidentiality and Copyright Clause
• Online Communication, Etiquette

Module 5: Writing for Special Circumstances

• What is Tactful Writing?
• Rules for Tactful Writing
• Writing a Bad News Letter
• Why the Need for Persuasive Writing?
• Strategies for Persuasive Writing
• Writing a Persuasive Letter

Module 6: Developing Oral Communication Skills

• Guidelines for Effective Oral Communication
• Planning
• Key components to Enhance Oral Communication
• Elements of Good Oral Communication
• Principles of Effective Speeches
• Speech Styles or Delivery Formats
• Active Listening and Observation

Module 7: Doing Business on the Telephone

• Telephone Etiquette
• Answering the Telephone Courteously
• What to Tell the Caller
• Handling Rude or Impatient Callers
• Screening Calls
• Taking Messages
• Telephone Fundamentals
• End Conversation Gracefully
• Checking Messages and Returning Calls

Module 8: Non-Verbal Communication

• Importance of Non-Verbal Communication in Business
• Body Language
• Physical Contact
• Physical Distance
• Presenting a Professional Image
• How the Business Environment Affects Communication

Module 9: Developing Effective Presentation Skills

• The Different Types of Presentations
  • Informative Presentations
  • Persuasive Presentations
  • Goodwill Presentations
• Presentation Anxiety
• Appropriate Attire for Presentations
• Consideration of Context and Culture
• Critical Points When Preparing for a Presentation
• Simple Techniques for Using Visual Aids
• What is a Visual Aid?
• Tips for Preparing and Using Visual Aids
• The Importance of the Use of Technology in a Presentation
• The Importance of a Presentation Checklist
• What to Include on the Checklist

Module 10: Conflict and Disagreement in Business Communication

• Understanding Conflict
• The Role of Values
• Conflict Resolution Values
• Conflict Resolution Styles
• Selecting a Conflict Resolution Style
• Conflict Resolution Strategies
• Active Listening
• Tips for Active Listening
  • Before Listening
  • During Listening
• The Manager’s Responsibilities – Mediation
• Cross-Cultural Challenges
• Responsibility of the Cross-Cultural Communicator