Business Communication
Course Code: CBP-FD 4
Course Duration: 3 days
Arabic Available
Course Objective(s):
This module seeks to introduce the concept of business communication and some basic consideration of its practice.
Expected Accomplishment(s):
Each student will receive a copy of the course manual for post-class reference and review. This module prepares candidates to sit the Certified Business Professional exam.
Who Can Benefit:
This course is designed for candidates who wish to specialize in specific business skills segments.
Prerequisite(s):
This course requires that students meet the following prerequisites:
- The candidate must have a commitment to the pursuit of excellence
- The candidate must have completed or be in the process of completing a high school or secondary school diploma or similar educational standards
Course Outline:
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
Structuring Business Communication
- Communication basics
- Defining your message
- Analyse your audience
- Structuring your message
Developing a Business Writing Style
- Roles of written communication
- Good written communication
- Communication checklist
- Develop and effective writing style
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
- E-mail communication
- Sending an e-mail
- Forwarding an e-mail
- E-mail basics
- Use sensory language
- Confidentiality and copyright clause
- Netiquette
- Online communication
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
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
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 conversations gracefully
- Checking messages and returning calls
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
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
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
Delivery Method:
The training delivery methods will include instructor-led lectures.
Related Training:
- Leadership
- Sales
- Customer Service
- Business Etiquette and Professionalism
