Course Objectives

The CBP™ Business Communication training and certification program is geared towards the individual looking to learn the 101’s of effective communication on a professional level in today’s business environment. In this course you will be provided with the essential information and skill set required to conduct verbal and non-verbal business communication. If you are looking at learning how to communicate on both verbal and non-verbal levels, picking up the makings of effective communication, learning the qualities of good business writing, and learning to write better reports, this is the course for you!

The CBP™ Business Communication Certification equips the business professional with the best communication practices and develops business communication as a discipline.

The CBP™ Business Communication certification module explores the study of the process of communication in the business environment, allowing us to understand how to make better choices in our day to day communication.

Course Content

Module 1: Introduction to Business Communication

• What is Business Communication?

• A Business Communication Model

• Encoder/Decoder Responsibilities

• Medium vs/ Channel

• Barriers to Communication

• Strategies for Overcoming Barriers

• Feedback

• Some Final Questions

• Verbal vs. Non-verbal Communication

Module 2: Structuring Business Communication

• Communication Basics

• Defining your Message

• Structuring your Message

• Introducing Yourself

• The Protocol of Shaking Hands

Module 3: Developing a Business Writing Style

• Roles of Written Communication

• Good Written Communication

• Communication Checklist

• Develop an Effective Writing Style

Module 4: Types of Business Writing

• Letter and Memo Formats

• Business Letters

• Letter Format Styles

• Business Memos

• Good News and Persuasive Correspondence

• Positive Messages

• Persuasive Messages

• Managing Report Writing

• Parts of a Report

• E-mail Communication

• Sending an E-mail

• Forwarding an E-mail

• E-mail Basics

• Use Sensory Language

• Confidentiality and Copyright Clause

• Netiquette

• Online Communication

Module 5: Writing for Special Circumstances

• What is Tactful Writing?

• Rules for Tactful Writing

• Writing a Bad News Letter

• Why the Need for Persuasive Writing

• Strategies for Persuasive Writing

• Writing a Persuasive Letter

Module 6: Developing Oral Communication Skills

• Guidelines for Effective Oral Communication

• Planning

• Key components  to Enhance Oral Communication

• Elements of Good Oral Communication

• Principles of Effective Speeches

• Speech Styles or Delivery Formats

• Active Listening and Observation

Module 7: Doing Business on the Telephone

• Telephone Etiquette

• Answering the Telephone Courteously

• What to Tell the Caller

• Handling Rude or Impatient Callers

• Screening Calls

• Taking Messages

• Telephone Fundamentals

• End Conversation Gracefully

• Checking Messages and Returning Calls

Module 8: Non-Verbal Communication

• Importance of Non-Verbal Communication in Business

• Body Language

• Physical Contact

• Physical Distance

• Presenting a Professional Image

• How the Business Environment Affects Communication

Module 9: Developing Effective Presentation Skills

• The Different Types of Presentations

• Informative Presentations

• Persuasive Presentations

• Goodwill Presentations

• Presentation Anxiety

• Appropriate Attire for Presentations

• Consideration of Context and Culture

• Critical Points When Preparing for a Presentation

• Simple Techniques for Using Visual Aids

• What is a Visual Aid?

• Tips for Preparing and Using Visual Aids

• The Importance of the Use of Technology in a Presentation

• The Importance of a Presentation Checklist

• What to Include on the Checklist

Module 10: Conflict and Disagreement in Business Communication

• Understanding Conflict

• The Role of Values

• Conflict Resolution Values

• Conflict Resolution Styles

• Selecting a Conflict Resolution Style

• Conflict Resolution Strategies

• Active Listening

• Tips for Active Listening

• Before Listening

• During Listening

• The Manager’s Responsibilities Mediation

• Cross-Cultural Challenges

• Responsibility of the Cross Cultural Communicator