Written and oral communication

Business Communication (Written and Oral Skills)

Effective communication is a critical workplace skill that directly impacts productivity, customer satisfaction, and professional credibility.

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Build practical capability in 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.

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

Course overview

A practical, instructor-led program with guided exercises and workplace examples. Open a topic to see the coverage.

I. Introduction: Importance of Proper Communication
  • Identifying Characteristics of Effective Communication
  • Identifying Barriers to Communication
II. Grammar Review: The Most Common Errors
  • Subject-Verb Agreement
  • Active vs Passive Voice
III. Customer-Centric Approach in Communication
  • Politeness in Writing
  • Expressing Apologies
IV. Aspects of Email Writing
  • Contents: Writing Concisely and Coherently for Your Target Audience
  • Format and Tone of Writing
V. Email Writing and Etiquette Workshop
  • Emails and Email Etiquette
  • Business Letters Tips
VI. Aspects of Oral Communication
  • Handling Face-to-Face Conversations
  • Tone, Volume, and Pace
VII. Oral Communication Challenges Workshop
  • Giving Effective Feedback
  • Building Rapport

Full course outline

Review the complete legacy course outline, including all detailed subtopics.

View full 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

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