Course Content
Module 1: Introduction to Business Communication
• What is Business Communication?
• Encoder/Decoder Responsibilities
• Medium vs. Channel
• Barriers to Communication
• Strategies for Overcoming Barriers
• Verbal vs. Non-verbal Communication
Module 2: Structuring Business Communication
• Communication Basics
• Defining & Structuring your Message
• Analyse your Audience
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 & Memo Formats
• Good News & Persuasive Correspondence
• Positive & Persuasive Messages
• Managing Report Writing
• E-Mail Communication
• Using Sensory Language
• Confidentiality & Copyright Clauses
• Netiquette
• Online Communication
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
• Key components to Enhance Oral Communication
• Elements of Good Oral Communication
• Principles of Effective Speeches
• Speech Styles or Delivery Formats
• Active Listening & Observation
Module 7: Doing Business on the Telephone
• Telephone Etiquette
• Handling Rude or Impatient Callers
• Screening Calls & Taking Messages
• Telephone Fundamentals
• End Conversations 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