Course Name : Business Communication
Code(Credit) : CUBB2003(0-2-0)
Course Objectives
- This course aims to equip learners with effective communication skills tailored to IT, FMCG, FMCD, and service sectors.
- It focuses on developing proficiency in professional writing, verbal and non-verbal communication, digital tools, and cross-cultural interaction.
- Emphasis is placed on practical application through real-world business scenarios, enabling students to communicate clearly, confidently, and professionally in diverse workplace settings.
Learning Outcomes
-
CO1 Identify key concepts and types of business communication CO2 Explain communication principles and their sectoral relevance CO3 Apply writing and speaking skills in workplace scenarios CO4 Analyze communication strategies in industry-specific cases CO5 Evaluate messages and interactions for clarity and impact CO6 Create effective business documents and presentations
Course Syllabus
Module 1: Communication Essentials in Industry Contexts
Theory:
- Business communication in IT, FMCG, FMCD, and service sectors
- Industry-specific communication needs (e.g., technical vs. customer-facing)
- Internal vs. external communication practices
- Barriers in cross-functional communication
Practice:
- Analyze communication structures of each sector
- Industry-based case studies on communication failures and best practices
- Role-play: Communication between sales, logistics, and tech teams
Project:
- Conduct a communication audit or stakeholder map for a company in one of the sectors
Module 2: Professional Business Writing
Theory:
- Writing styles and tone for IT (technical documents), FMCG (brand communication), FMCD (sales/service communication), and Services (client handling)
- Formal email formats, notices, proposals, and SOPs
- Common writing errors and brand consistency in communication
Practice:
- Draft sector-specific documents:
- IT: user guide/explainer
- FMCG: product launch memo
- FMCD: complaint resolution letter
- Service: customer feedback response
- Peer editing and tone analysis
Project:
- Prepare a writing portfolio with 3 professional communication samples from different sectors
Module 3: Spoken and Non-verbal Communication in Sectoral Settings
Theory:
- Verbal skills in client meetings, field sales, and tech demos
- Non-verbal cues in high-context (FMCD/FMCG sales) and low-context (IT/service) settings
- Assertiveness and adaptability in communication styles
Practice:
- Mock client calls (IT: project status; FMCG: order query; Service: complaint)
- Presentation with focus on voice modulation and body language
- Listening skills workshop with real call recordings
Project:
- Deliver a recorded 5-minute sector-specific sales pitch or client presentation and self-assess
Module 4: Digital, Remote, and Collaborative Communication
Theory:
- Sectoral use of tools:
- IT: Slack, GitHub, Teams
- FMCG/FMCD: CRM tools, WhatsApp for Business
- Services: Email, ticketing tools, chatbots
- Virtual meeting protocol and remote collaboration
- Tone, clarity, and structure in digital messages
Practice:
- Simulate a virtual team meeting using industry-specific tools
- Draft and respond to digital communication: escalation, service updates, remote task handoffs
- Conduct peer-review of digital documentation (e.g., bug reports, sales dashboards)
Project:
- Create a communication SOP for managing a remote team or customer complaints in one chosen sector
Module 5: Crisis, Cross-Cultural, and Brand Communication
Theory:
- Crisis communication in FMCG recalls, IT outages, FMCD service delays, service disputes
- Communicating with diverse teams/customers: tone, translation, inclusivity
- Corporate reputation, ethical communication, and social media tone
Practice:
- Role-play: Crisis management team responses across sectors
- Social media communication simulation (brand tone, escalation)
- Draft cross-cultural emails/messages (e.g., for a global team/client)
Project:
- Design a brand communication guide or crisis response toolkit tailored to a selected sector
Sectoral Adaptation Tips
- IT Sector: Emphasize structured writing, remote communication tools, low-context clarity
- FMCG/FMCD: Focus on fast-paced, persuasive, sales-oriented messaging and regional diversity
- Service Sector: Stress empathy, escalation handling, and customer interaction etiquette
Session Plan
Session 1
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Session 2
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