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Professional Business Communication
​(Written and Oral Skills)

Effective communication is a critical workplace skill that directly impacts productivity, customer satisfaction, and professional credibility. This course focuses on strengthening both written and oral communication by addressing common grammar issues, improving clarity and tone, and applying a customer-centric mindset across emails, conversations, and presentations. Participants will develop the ability to communicate clearly, professionally, and confidently—especially in high-stakes or challenging situations.

Objectives
By the end of this course, participants will be able to:

• Identify the elements of effective communication and recognize common barriers in the workplace
• Apply correct grammar, professional word choice, and appropriate tone in written communication
• Write clear, concise, and customer-focused emails for various business scenarios
• Observe proper email etiquette and standard business writing formats
• Communicate confidently and professionally in face-to-face, phone, and meeting settings
• Handle communication challenges such as conflict, feedback, and pressure situations effectively

Who This Course Is For

• Professionals who regularly write emails, letters, and reports
• Customer service, sales, admin, HR, and operations staff
• Supervisors and managers who communicate instructions and feedback
• Employees who want to improve clarity, professionalism, and confidence in communication

Methodologies:

1. Interactive discussions and hands-on exercises using realistic workplace scenarios, emails, and conversation cases to reinforce practical application.
2. Workshops and role-playing activities that allow participants to practice written and oral communication techniques with guided feedback.

Outline

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

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