Business Communications

Interpersonal communication skills are highly valued by businesses internationally. This four-day course will provide you with a strong understanding of face-to-face, telephone, written, and presentation communications techniques.

You will learn to conduct face-to-face and telephone conversations, write letters, memos, reports, and proposals clearly, design and deliver presentations, and facilitate meetings. You will also learn basics of business numeracy and etiquette.

Target audience

This course is designed for new or intending sales consultants, customer service advisors, and administrators.

No previous experience or training in business skills is required, though students should possess basic numeracy and literacy and ideally have a basic understanding of using computers and software applications, such as Microsoft Word.

Course content

Business Skills - Principles of Communication •  Understand the process of communication . Identify barriers to effective communication . Describe different communicational networks

Business Skills - Speaking Effectively   Develop an effective conversational style . Identify and minimise barriers to spoken communications . Understand the importance of attitude and self-image . Use techniques to control and structure a conversation . Use questions effectively . Know basic techniques for using a telephone . Understand the value and use of contact records

Business Skills - Communication Styles   Understand how personal communication styles can help or hinder communication . Use Belbin Team Roles to analyse effective team working practices . Use Transactional Analysis to interpret communications styles . Understand the use of Neuro-linguistic Programming (NLP) and DISC to interpret behaviour

Business Skills - Active Listening   Understand the concept of active listening . Identify techniques for improving listening skills

Business Skills - Feedback   Use the Johari Window to analyse interpersonal relationships . Practise methods for giving and receiving feedback

Business Skills - Basic Writing Skills   Understand basic elements of syntax . Know how to organise a document . Use a methodical plan to write documents . Develop a good writing style

Business Skills - Writing Letters and Memos   Use the correct elements and formatting in letters and memos . Write effective email messages

Business Skills - Writing Reports   Know the sections that a report should contain . Understand the functions of proposals and tenders

Business Skills - Etiquette   Explain why etiquette and cultural values are important . Practise good manners in the office . Practise good manners at business functions . Know the basics of dining etiquette . Identify do's and don'ts of gift giving

Business Skills - Numeracy   Understand the use of arithmetic, statistics, and probability in business . Know the basics of interpreting and analysing data . Understand basic concepts of keeping accounts and using budgets

Business Skills - Presentations  Describe why a presentation is effective . Research the audience for the presentation . Identify the attributes of an effective presenter

Business Skills - Developing a Presentation   Open a presentation with an effective introduction . Organise presentation content effectively . Develop appropriate support materials . Know how to close the presentation

Business Skills - Delivering a Presentation   Complete a preparation checklist before the presentation . Use warm up techniques to prepare yourself to deliver a presentation . Use verbal and non-verbal techniques to put impact into your delivery . Know techniques for handling audiences . Run a question and answer session

Business Skills - Meetings   Identify the qualities of a well-organised meeting . Organise and facilitate a meeting . Practise good meeting etiquette . Understand the use of different meeting technologies (teleconferencing, video conferencing, web conferencing)

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