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Business Communication in Financial Services

Description/Objective:
This course is designed to provide participants with a fair command of business English and equip
them with the practical communication skills which are necessary to achieve productive working
relationships. Students will gain valuable knowledge and practice that will help them in improving
listening, writing, reading, speaking and non-verbal communication skills.

Learning Objectives/Outcomes:
After the successful completion of this course, participants will be able to:
Have basic understanding of the communication process within the business context
Apply communications concepts within a business environment
Understand and apply business etiquette within the 5 modes of communications
Develop, enhance and use an audience oriented vocabulary
Effectively interface and communicate with internal and external stakeholders
Have an understanding of the ethical standards and practices within communications

















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Course Topics:
1. Overview of communication in business
Define communication
Importance of communication
Communication process
Types of communication
Communication barriers
Channels of communication
Communication with specific business audiences
o Determining target audience
o Benefits of using audience strategy
o Impact of language
o Distinguish between primary and secondary audience
o Demographics/cultures
o Self appearance
o Knowledge of topic
o Dissemination of information
2. Modes of communication
a. Writing

i. Effective writing
Importance and need
Grammatically correct English in responding to written communication
Words-usage, phrases and idioms
Business vocabulary/sentence structure
Punctuation
Revising and proofreading/editing
Structuring documents
Language in business communication
Formality in business communication
Clarity in business communication

ii. Types of Written Communication
Proposals and reports
o Primary and secondary research
Business letters/messages
o Routine letters
o Goodwill messages
o Fax messages
o Memorandums
Presentations
o Organization of presentation
o Use of visual aids
E-Mail
o Use of correct tone
o Avoiding verbose language
o Writing for maximum effect - using language checkers
Other types of written communication
o Bulletins
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o Job descriptions
o Employee manuals
o Circulars

iii. Factors to consider in written communication
Persuasive messages
Negative messages
Use of an active voice and avoiding passiveness in tone

iv. Advantages of written communication

b. Reading
Understanding how to read business documents
Improving reading skills
Comprehension skills

c. Speaking

i. Effective oral communication
Interpersonal communication
Tone
Language
Choice of words
Participating in a business meeting
Essentials of negotiating skill
Voice control and pronunciation of words
Clarity and precision
Correct style and vocabulary to suit business situation

ii. Advantages/limitations of oral communication

d. Listening
How to be a good listener
Concentration and application in listening

e. Non-verbal communication
Body language
Physical touch
Posture
Facial Expressions
Gestures- 5 components
o Gestures for presentation and meetings
o Understanding different gestures in different contexts and cultures
3. Communication Challenges
o Typical challenges in businesses communication
Undeveloped communication skills
Lack of understanding of interpersonal styles
Lack of leadership
Lack of appreciation of differences
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Lack of teamwork
Cultural differences
o Written challenges
Understanding business language
o Verbal challenges
Using the correct tone and syntax
Retention of information
o Comprehension challenges
Introduction to banking and business jargon
Misinterpretation
o Listening challenges
Understanding native and non-native English speakers
Difference between listening and hearing
Effective listening, avoiding miscommunication

4. Legal and ethical considerations
o Defamation
o Invasion of privacy
o Misrepresentation and fraud
o Ethical perspectives and their implications for responsible communication
o Use of acceptable/politically correct language