1. Overview of communication in business
• Define communication
• Importance of communication
• Communication process
• Types of communication
• Communication barriers
• Channels of communication
• Communication with specific business audiences
o Determining target audience
o Benefits of using audience strategy
o Impact of language
o Distinguish between primary and secondary audience
o Demographics/cultures
o Self appearance
o Knowledge of topic
o Dissemination of information
2. Modes of communication
- Writing
i. Effective writing
• Importance and need
• Grammatically correct English in responding to written communication
• Words-usage, phrases and idioms
• Business vocabulary/sentence structure
• Punctuation
• Revising and proofreading/editing
• Structuring documents
• Language in business communication
• Formality in business communication
• Clarity in business communication
ii. Types of Written Communication
• Proposals and reports
o Primary and secondary research
• Business letters/messages
o Routine letters
o Goodwill messages
o Fax messages
o Memorandums
• Presentations
o Organization of presentation
o Use of visual aids
o Use of correct tone
o Avoiding verbose language
o Writing for maximum effect - using language checkers
• Other types of written communication
o Bulletins
o Job descriptions
o Employee manuals
o Circulars
iii. Factors to consider in written communication
• Persuasive messages
• Negative messages
• Use of an active voice and avoiding passiveness in tone
iv. Advantages of written communication
b. Reading
• Understanding how to read business documents
• Improving reading skills
• Comprehension skills
c. Speaking
i. Effective oral communication
• Interpersonal communication
• Tone
• Language
• Choice of words
• Participating in a business meeting
• Essentials of negotiating skill
• Voice control and pronunciation of words
• Clarity and precision
• Correct style and vocabulary to suit business situation
ii. Advantages/limitations of oral communication
d. Listening
• How to be a good listener
• Concentration and application in listening
e. Non-verbal communication
• Body language
• Physical touch
• Posture
• Facial Expressions
• Gestures- 5 components
o Gestures for presentation and meetings
o Understanding different gestures in different contexts and cultures
3. Communication Challenges
o Typical challenges in businesses communication
• Undeveloped communication skills
• Lack of understanding of interpersonal styles
• Lack of leadership
• Lack of appreciation of differences
• Lack of teamwork
• Cultural differences
o Written challenges
• Understanding business language
o Verbal challenges
• Using the correct tone and syntax
• Retention of information
o Comprehension challenges
• Introduction to banking and business jargon
• Misinterpretation
o Listening challenges
• Understanding native and non-native English speakers
• Difference between listening and hearing
• Effective listening, avoiding miscommunication
4. Legal and ethical considerations
o Defamation
o Invasion of privacy
o Misrepresentation and fraud
o Ethical perspectives and their implications for responsible communication
o Use of acceptable/politically correct language
