Table of Contents
PAPER NO.3 BUSINESS COMMUNICATION
GENERAL OBJECTIVE
This paper is intended to equip the candidate with the knowledge, skills and attitudes that will enable him/her to communicate effectively in an organisation.
LEARNING OUTCOMES
A candidate who passes this paper should be able to:
- Develop strategies for effective communication in an organisation
- Demonstrate skills in preparing and presenting skills
- Demonstrate effective communication skills
- Apply information technology in communication
CONTENT
Introduction to communication
- Definition of communication
- Objectives of communication
- Principles of effective communication
- Barriers to effective communication
- Methods of communication
- Formal and informal communication
- Communication systems
- Communication devices
Written communication
- Effective writing skills
- Business transaction documents: catalogue, invoices, purchase orders, others
- Memorandum
- Form design and questionnaires
- Circulars and newsletters
- Notices and advertisements
- Publicity materials
- Graphic communication
Business correspondence
- Handling mail
- Incoming mail
- Outgoing mail
- Sorting and classification of mail
- Storage and retrieval, retention of records
- Filing systems
- Postal and courier services
- Mail handling equipment
Oral communication
- Meaning of oral communication
- Effective listening
- Interviews
- Pervasion process
- Assertiveness
Non-verbal communication
- Meaning and importance of non-verbal communication
- Forms of non-verbal communication
- Effective non-verbal communication
Public speaking and presentations
- Effective presentation skills
- Presentation aids
- Selection and preparation
- Language and style
- Context in public speaking
- Writing and delivery of public speeches
- Public discussion format: public discussion and symposium
Group team communication
- Group communication skills
- Communication networks
- Team communication
- Interpersonal relationship
- Principles of interpersonal communication
- Meetings
Report writing
- Types of reports
- Effective report writing
- Uses of reports
- Preparation of formal reports
Proposal writing
- Types of proposals
- Uses of proposals
- Contents of proposals
- Preparation of formal proposals
Information communication and technology
- Communication networks: internet, intranet and extranet
- Teleconferencing and videoconferencing
- Wireless technologies
- Social media
- Skype
Ethics in communication
- Ethical issues in communication
- Significance of ethical communication
- Factors influencing ethical communication
- Ethical dilemmas in communication
- Guidelines to handle ethical dilemmas in communication
Emerging issues and trends
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