Contents

1. Introduction to Communication

1. Introduction

2. Meaning and Definition of Communication

2.1 Process of Communication and Importance

2.2 Elements of Communication Process

2.3 Importance of Communication

2.4 Principles of Effective Communication

3. Types of Communication

3.1 Formal Communication

3.2 Informal Communication: (Grape Vine Communication)

3.3 Verbal Communication

3.4 Vertical Communication

3.5 Horizontal Communication

3.6 Diagonal Communication

3.7 Non-Verbal Communication

4. Scope of Business Communication - Internal and External

4.1 Internal

4.2 External: [Correspondence with Global Market]

5. Barriers to Communication

5.1 Barriers to Effective Communication

6. B-Verbal Communication

6.1 Written Communication

6.2 Oral Communication

6.3 Techniques of Effective Speech

7. Media of Oral Communication

8.  Non-Verbal Communication

8.1 Body Language

9. Business Etiquettes

10. Business Dining

10.1  Business Manners of People of Different Cultures

10.2 Managing Customer Care

2. Listening Skills

1. Introduction

2. Importance of Listening

3. Types of Listening: Active Listening, Passive Listening, Selective Listening

4. Types of Listening in Business

5. Barriers/Deterrents to Effective Listening

6. Difference between Listening and Hearing

7. Various Purpose of Listening

7.1 Tips for Effective Listening

7.2 Ten Commandments of Listening

3. Speaking and Presentation Skills

1. Interactive Nature of Communication

2. Importance of Context

2.1 Formal and Informal Context

3. Set Expression

3.1 Greeting – Introducing

3.2 Making Requests

3.3 Asking For /Giving Permission

3.4 Giving Instructions and Directions

3.5 Agreeing / Disagreeing

3.6 Seeking and Giving Advice

4. Inviting and Apologizing

5. Telephonic Skills

6. Conversational Manners [Art of Conversation]

7. Presentation as a skill

7.1 Prerequisites of Effective Presentation

7.2 Format of Presentation

8. Assertiveness

8.1 Strategies of Assertive Behaviour

9. Elements of Presentation Strategies

9.1 Audio-visual aids

9.2 Use of Power Point

9.3 Clarity of Presentation

9.4 Non-verbal communication

10. Communication Skills For Group Discussion

11. Communication Skills for Interviews

11.1  Interview Tips

4. Business Correspondence

1. Need of Business Correspondence

2. Components and Layout of Business Letter

2.1 Components of a Business Letter

2.2 Business Letter Formats

2.3 Drafting of Letters

3. Preparing Agenda and Writing Minutes of Meetings

3.1 How to Write an Agenda for a Meeting

3.2 Writing Minutes of Meetings

3.3 Formal Meeting Minutes Format

4. Making Notes on Business Conversations

4.1 Effective use of SMS

4.2 Case Writing and Documentation

4.3 How to Write a Business Case

5. Proposal

5.1 Types of Proposals

6. Report Writing

6.1 Types of Report

7. Preparing Press Release and Press Notes

8. Job Application Letter

8.1  Write a Successful Job Application

8.2  Online Job Applications

8.3  Sample Job Application Letter

8.4  Essentials of an Impressive Resume

5. Creativity and Capacity Building

1. Creativity at Workplace

1.2 Current Workplaces

2. Motivation

2.1 Nurturing Hobbies at Work

3. Ethics and Society

3.1 Theories of Ethics

3.2 Correlation between Values and Behaviour

3.3 Nurturing Ethics

3.4 Importance of Work Ethics

3.5 Problems in the Absence of Work Ethics

4. Capacity Building Learn

4.1 Elements of Capacity building

4.2 Ideas of Learning

4.3 Strategies for Capacity Building

6. Soft Skills

1. Introduction

2. Leadership and Team Building

2.1 Leader and Leadership

2.2 Team Building

3. Decision Making and Negotiation

3.2 Decision Making Techniques

3.3 Negotiation Fundamentals

3.4 Negotiation Styles

3.5 Major Negotiation Concepts

4. Stress and Time Management: Stress 19

4.1 Sources of Stress

4.2 Ways to Cope with Stress

4.3 Time Management

4.4 Implications of Poor Time Management