Business Communications and Writing Skills

Introduction:

Communication is the essence of human interaction; it is how we send and receive messages and how we exchange ideas & information to reach our desired results.

Social Intelligence is a necessary skill for effective communication. Possessing high social intelligence helps you manage impulses, communicate with others effectively, manage change well, solve problems, build rapport, have empathy, and remain optimistic in the face of adversity.

As a business professional, you must also be able to communicate effectively through the written word if you are going to succeed in today’s business environment.

Course Objectives:      

Upon successful completion of the course, participants will be able to:

• Set clear guidelines for effective communication
• Describe some common barriers to effective communication
• Avoid misunderstandings and develop methods to overcome communication barriers
• Read and interpret body language and gestures
• State the importance of listening to understand
• Identify different communication styles in others and describe how their own personal communication style preference affects interpersonal communication
• Discuss what is meant by assertiveness and how to develop an assertive communication style
• Express your ideas assertively, confidently and precisely
• Ask the right questions for the right reasons
• Practice concepts and tools to increase the clarity of your written communication
• Explain techniques to build rapport with readers and keep their interest
• Practice how to keep your writing professional
• Identify key strategies to correct common grammar, spelling and punctuation errors
• Learn proofreading tricks to avoid typical business writing mistakes
• Receive input on your individual project to enhance and direct future improvement

Course Content:

Communication Models

• Communication Styles
• Verbal Communication Skills
• Written Communication Skills
• Face to Face Communication Skills

The Process of Human Communication

• What is effective communication?
• Factors affecting communication
• How messages flow
• Barriers to communication & how to overcome them

Business Communication

• Why Effective Communication in Business?
• Introduction to Business Communication and Its Challenges
• The Process of Business Communication
• Planning and Organizing the Message
• Elements of Communication Model
• Listening vs. Hearing
• ‘Empathetic Listening’
• Positive vs. Negative Messages
• Constructive vs. Destructive Conflict
• Collaboration vs. Compromise

Pillars of effective communication

• Clarity
• Brevity
• Consistency
• Correctness
• Courtesy
• Objectivity
• Completeness
• Relevancy
• Identify audience

Fundamentals of Active Listening – Types of Listening

• Combative Listening
• Attentive Listening
• Active Listening
• A.E.R Technique in Listening
• Listen
• Acknowledge
• Explore
• Respond

The dynamics of face-to-face communication

• Body language – ‘the hidden communicator’
• Tone of voice
• The power of language in communication
• Assertiveness techniques

Ensuring effective two-way communication

• Developing listening skills & Tips to Improve Active Listening Skills
• Asking the right questions
• Transmitting your message accurately
• One-way Versus two-way communication

Questioning Types & Technique

• The importance of asking Questions
• Types of Question
• Closed Ended Questions
• Open Ended Questions
• Probing technique
• Clarifying
• Getting Information
• Confirming

Transactional Analysis

• P-A-C Mode (Ego State)
• Observing Behavior
• Modes
• Getting to know your Modes
• Effective and Ineffective Modes
• Giving Feedback

The 7 Cs of Effective Writing Communication

• Business writing process – 3 major stages
• Make sure that written communications are clear and well-constructed
• The difference between verbal and non-verbal communication
• The Up-to-date business writing
• Padding – Elimination of extras
• Common mistakes in writing

Business Writing Essentials

• How to use words, sentence structure, paragraphs
• English grammar and parts of speech
• Active and passive voice
• Punctuation and capitalization
• Abbreviation – Jargons and Acronyms

Prewriting Techniques

• Free writing
• Brainstorming
• Clustering or mapping
• Cubing
• Outlining
• Recursive Process

Writing Techniques

• How to describe
• Request vs. Instructing
• Magic words in business writing
• Dos and Don’ts of Business Writing
• Replacements of certain words in English for professional Business Writing

Drafting

• Draft the body of the text
• Use the rhetorical triangle
• Determine voice, language level and tone
• Organize the ideas

Proofreading and Editing

• Search for errors both grammatical and typographical
• Eliminate unnecessary words
• Read text aloud
• Revise for cohesion

Writing For Your Audience

• Determine the target audience
• Use language the audience will understand
• Adopt a pleasant tone and create a positive environment in the reader’s mind

Effective Email Writing

• Email etiquette
• Key email language
• Write with a positive tone and develop written rapport
• Practical guidelines for organization of content and style

Reports That Work

• Overcome writer’s block
• Elements that enhance the image of the writer and the organization
• The three-stage method of report writing
• Plan and prepare more effective reports
• Report structure, logical flow and professional look
• Visual support materials
• Writing an effective report summary

Who Should Attend?

This course is suitable for employees, supervisors, middle managers and senior managers

Training Methodology

The workshop is highly interactive and includes

• Group discussions
• Individual exercises and team activities
• Personal Assessments
• Games
• Role playing
• Case study
• Exercise & Experience sharing
• Video clips covering above topics

Competencies Covered

• Communication & Influence
• Business English Writing
• Listening
• Asking Questions
• Drive for Results
• Verbal and non-verbal communication
• Providing and receiving feedback
• Assertiveness