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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Case Studies

Case Studies