MASTERS OF BUSINESS ADMINISTRATION

MBM 108
BUSINESS COMMUNICATION

REFERENCE BOOKLET
UNIT I: COMMUNICATION SKILL - ROLE OF COMMUNICATION IN
WORKPLACE ............................................................................................................1

1. IMPORTANCE OF COMMUNICATION IN TODAY’S WORLD AND PURPOSE OF BUSINESS

COMMUNICATION .......................................................................................................5
2. BUSINESS COMMUNICATION PROCESS, TYPES OF COMMUNICATION, NON-VERBAL
COMMUNICATION AND ITS USES ................................................................................15
3. VARIOUS MODES OF COMMUNICATION AND SELECTION OF THE RIGHT MEDIUM FOR THE
RIGHT PURPOSE ......................................................................................................27

UNIT II: COMMUNICATION SKILLS - WRITTEN ....................................................35

4. THE MECHANICS OF WRITING BUSINESS LETTERS, MESSAGES AND REPORTS ..........39

5. USE OF TECHNOLOGY – EMAIL AND INSTANT MESSAGING .......................................61

6. APPLICATIONS AT W ORKPLACE: BUSINESS CORRESPONDENCE ...............................73

UNIT 3: COMMUNICATIONS - ORAL/SPEAKING ..................................................95

7. FACE TO FACE COMMUNICATION, CONDUCTING AND PARTICIPATING IN MEETINGS,

PUBLIC SPEAKING - PRESENTATION SKILLS................................................................99
8. TRANSACTIONAL ANALYSIS IN COMMUNICATION AND INTERVIEWS – TECHNIQUES FOR
SUCCESS ..............................................................................................................121
9. USES OF TELEPHONE, CELL PHONES, VOICE MAIL AND COLLABORATIVE TOOLS FOR
VIRTUAL MEETINGS................................................................................................137

UNIT 4: COMMUNICATION - LISTENING .............................................................145

10. THE IMPORTANCE OF LISTENING AND ITS SIGNIFICANCE AT THE W ORKPLACE ........149
11. TYPES OF LISTENING AND TECHNIQUES FOR EFFECTIVE LISTENING 155
12. BARRIERS TO LISTENING AND STRATEGIES FOR EFFECTIVE LISTENING .................161

UNIT 5: TECHNOLOGY ENABLED COMMUNICATION .......................................167

13. USING TECHNOLOGIES IN COMMUNICATION TASKS - COMPUTER TOOLS FOR

CONSTRUCTING MESSAGES....................................................................................171
14. SOFTWARE TOOLS FOR W RITING, PRESENTING AND TRANSMITTING MESSAGES ...179
15. THE USE OF ICT SURVEY TOOLS AND ANALYSIS USING EXCEL SHEETS AND
GRAPHICS .............................................................................................................189