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 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

ii.

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Job descriptions Employee manuals Circulars

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

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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 Advantages/limitations of oral communication

ii.

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 Written challenges Understanding business language Verbal challenges Using the correct tone and syntax Retention of information Comprehension challenges Introduction to banking and business jargon Misinterpretation 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

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