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Business Communication
​(Written and Oral Skills)

This training aims to provide important considerations when writing email, business letters, and communicating in the workplace.  From proper behavior in oral communications to technical writing skills, this module aims to provide participants with the skills to communicate professionally in different forms.


I.  Introduction: Importance of Proper Communication
  • Identifying Characteristics of Effective Communication
  • Identifying Barriers to Communication
  • Identifying Effects of Miscommunication

II.  Grammar Review: The Most Common Errors
  • Subject-Verb Agreement
  • Active vs Passive Voice
  • Common Grammar Mistakes in Emails
  • Maintaining Professional Choice of Words

III.  Customer-Centric Approach in Communication
  • Politeness in Writing
  • Expressing Apologies
  • Customer Service in Writing
  • Applying General Customer Service Concepts in Writing
  • Expressing Negative Answers Positively

IV.  Aspects of Email Writing
  • Contents: Writing Concisely and Coherently for Your Target Audience
  • Format and Tone of Writing
  • Constructing Complete and Effective Emails
  • Conveying Messages Accurately
  • Writing Instructions Effectively
  • Email Structures

V.  Email Writing and Etiquette Workshop
  • Emails and Email Etiquette
  • Business Letters Tips
  • Proposal/Sales Emails / Letters
  • Apology Emails / Letters
  • Invitation Emails / Letters

VI.  Aspects of Oral Communication
  • Handling Face-to-Face Conversations
  • Tone, Volume, and Pace
  • Body Language
  • Handling Phone Conversations
  • Customer-Centric Phone Call Flow
  • Active Listening and Correct Probing

VII.  Oral Communication Challenges Workshop
  • Giving Effective Feedback
  • Building Rapport
  • Assertiveness Techniques
  • Presenting to an Audience

Related Courses

Business Writing

Presentation Skills

Technical Writing