LANG2128/ MPU3273

Professional Communication
Dr. Nur Widad Roslan
widadroslan@iukl.edu.my
+60102993064
Course Synopsis
This course aims to help students acquire the basic skills of business report writing
and to develop the ability to write, read, understand, interpret and summarise
reports. Students will be exposed to both theoretical and practical aspects of
producing a user-friendly business report and presenting it orally.
Course Learning Outcomes
1. Recognize and use English for Professional communication as an approach to
language analysis and learning.
2. Apply the understanding the principles and guidelines for effective
professional communication in plain English
3. Identify ways of developing the use of language professionally.
Course Content Outline
WEEK TOPICS REMARKS

W1 Ice Breaking
Course Introduction

W2 Understanding Communication
● Communication Process
● Communication at the
Workplace
W3 Interactive Skills
● Non verbal Communication
● Listening Skills
● Interpersonal Communication

W4 Effective Workplace Communication

● Giving instructions
● Receiving and following instructions

W5 Effective Meetings ● Agenda - 5%

● Minutes - 5%
Determining the purpose
Documents of Meeting
Conducting a structured meeting
- duties of a chairperson
- moving and seconding proposal
- duties of a secretary
- duties of participants at a meeting
W6
Decision making and problem solving

W7 Meeting Simulation Group ● Meeting Simulation - 15%

W8 Applying for a Job ● Cover Letter - 5%

● CV/ Resume - 5%
Searching for a position
Evaluating yourself
Writing a good job application letter & resume
Temping
Freelancing

W9

Interview Simulation ● Interview - 15%

W10 Designing and delivering oral presentations

Planning oral presentations ● Final Assessment

Writing oral presentations Briefing
- organizing oral presentations
- developing oral presentations

W11 Completing oral presentations

- mastering the art of delivery
- preparing to speak
- overcoming anxiety
- handling questions

W12 MID SEM BREAK

W13 Enhancing Oral Presentations with Visual Aids

Using visual aids in oral presentations

Planning effective slides for oral presentation
- Advantages and disadvantages of overhead transparencies
- Advantages and disadvantages of electronic presentations

W14 Creating effective slides for Oral presentation

- writing readable content
- modifying graphics for slides
- selecting design elements
- achieving design consistency
- adding animation and special effects
Completing effective slides for oral presentations
- developing a clear structure for oral presentations
- creating effective handouts
- practicing delivery

W15 ● Case Study - 30%

Final Assessment Presentation ● Professional

Presentation - 20%
Assessment
Ongoing Assessment: 50%
1. Professional Documents - 10%
2. Meeting Simulation - 10%
3. Job Interview – 10%
4. Final Presentation - 20%
Final Exam - 50%
SOP: Email - Assignments/ Tasks/ Others
Email Subject: Subject: Assignment/ Short Exercise/ Task - Topic - Week

Example: LANG2128/MPU3273 Professional Communication: Short Exercise -

Meeting - Week 1

Content:
Dear/ Assalamualaikum/ Morning/ Afternoon Dr Widad,

My name is ________(student ID) from class LANG2128/MPU3273 Professional

Communication. Kindly find attached (assignment/ task name) for week ____.

Thank You.

*For every email, restate your name and for which subject.
SOP: WhatsApp
Student X:
Dear/ Assalamualaikum/
Morning/ Afternoon Dr Widad,

My name is ________(student
ID) from class
LANG2128/MPU3273
Professional Communication. I
would like to inform you………...

Thank You.

*For every WhatsApp, restate your name and for which subject.
SOP: Assignment File Name (PDF)
Example

Name_
StudentID_ WidadRoslan
Assignment/ WidadRoslan WidadRoslan WidadRoslan
_2109873683
ShortExercise _2109873683 _2109873683 _2109873683
_FinalAssess
_ _Agenda_We _Resume_We _Minutes_We
ment_CaseSt
Weekx ek4 ek5 ek5
udy

*For every File, restate your name and for which assignment.
Attire
ICE BREAKING SESSION
NEXT CLASS
WEEK 2
Understanding
Communication
Communication Process
Communication process
Definition:

The Communication is a two-way process wherein the message in

the form of ideas, thoughts, feelings, opinions is transmitted
between two or more persons with the intent of creating a shared
understanding.
The communication is a dynamic process that begins with the
conceptualizing of ideas by the sender who then transmits the
message through a channel to the receiver, who in turn gives the
feedback in the form of some message or signal within the given
time frame. Thus, there are Seven major elements of
communication process:
The Feedback is The sender or the communicator is the person who initiates the conversation and
the final step of has conceptualized the idea that he intends to convey it to others.
the process that The sender begins with the encoding process wherein he uses certain words or
ensures the non-verbal methods such as symbols, signs, body gestures, etc. to translate the
information into a message. The sender’s knowledge, skills, perception,
receiver has background, competencies, etc. has a great impact on the success of the
received the message.
message and Once the encoding is finished, the sender gets the message that he intends to
interpreted it convey. The message can be written, oral, symbolic or non-verbal such as body The Noise
correctly as it gestures, silence, sighs, sounds, etc. or any other signal that triggers the shows the
was intended by response of a receiver. barriers in
the sender. It The Sender chooses the medium through which he wants to convey his message communicati
increases the to the recipient. It must be selected carefully in order to make the message ons. There
effective and correctly interpreted by the recipient. The choice of medium are chances
effectiveness of
depends on the interpersonal relationships between the sender and the receiver
the and also on the urgency of the message being sent. Oral, virtual, written, sound, when the
communication gesture, etc. are some of the commonly used communication mediums. message
as it permits the The receiver is the person for whom the message is intended or targeted. He tries
sent by the
sender to know to comprehend it in the best possible manner such that the communication sender is not
the efficacy of objective is attained. The degree to which the receiver decodes the message received by
his message. depends on his knowledge of the subject matter, experience, trust and the recipient.
relationship with the sender.
The response of
Here, the receiver interprets the sender’s message and tries to understand it in
the receiver can the best possible manner. An effective communication occurs only if the receiver
be verbal or non- understands the message in exactly the same way as it was intended by the
verbal. sender.
How does it work?
In order to successfully communicate, it's important to understand how the
process works. Here are the seven steps in the communication process:

1. The sender develops an idea to be sent.

2. The sender encodes the message.
3. The sender selects the channel of communication that will be used.
4. The message travels over the channel of communication.
5. The message is received by the receiver.
6. The receiver decodes the message.
7. The receiver provides feedback, if applicable.
1. The sender develops an idea to be sent
The beginning of the communication process involves the sender creating an idea
that they plan to send to another person or group of people. Essentially, they're
planning the overall subject matter or information they want to transmit.

2. The sender encodes the message

Once the sender develops an idea, they translate it into a form that can be
transmitted to someone else. This means they transform the thoughts of the
information they want to send into a certain format. For example, if you are writing
a letter, you'll translate your idea into words. The message can also be nonverbal,
oral or symbolic.
3. The sender selects the channel of communication that will be used
Next, the sender decides how the message will be sent. This involves selecting the
most suitable medium for the message they're relaying. Some communication
mediums include speaking, writing, electronic transmission or nonverbal
communication. If you're communicating at work, make sure to select the proper and
most professional channel of communication.

4. The message travels over the channel of communication

After the medium is chosen, the message then begins the process of transmission. The
exact process of this will depend on the selected medium. In order for the message to
be properly sent, the sender should have selected the appropriate medium.
5. The message is received by the receiver
Next, the message is received by the recipient. This step in the communication process is done by hearing
the message, seeing it, feeling it or another form of reception.

6. The receiver decodes the message

The receiver then decodes the sender's message. In other words, they interpret it and convert it into a
thought. After they've done this, they analyze the message and attempt to understand it. The
communication process is performed effectively when the sender and receiver have the same meaning for
the transmitted message.

7. The receiver provides feedback, if applicable

Lastly, unless it's a one-way communication, the receiver will provide feedback in the form of a reply to the
original sender of the message. Feedback provides the recipient with the ability to ensure the sender that
their message was properly received and interpreted. Between two people, this is two-way communication.
Tips for improving the communication process
• Simplify your message: In order to ensure your message is properly understood, you should keep your
language simple and to the point.
• Know your audience: It's also important to consider the audience that will receive your message as well as
their needs and interests.
• Be a good listener: As a communicator, it's important to actively listen to what those around you are saying.
This will ensure that you're sending the right message.
• Ask questions: It's also important to ask good questions to keep the communication flowing. Make sure your
questions are insightful and engaging.
• Take the time to respond: When communicating, it's important to consider how you might reply to a person
to ensure you know what you want to say.
• Consider your body language: If you're communicating through a different medium, it's important to be
mindful of your body language. In addition, be aware of the body language of the person you're
communicating with, as well.
• Maintain eye contact: It's also important to make contact with the person or group you're communicating
with. This will show that you're actively listening to who you're communicating with.
• Clarify your message if needed: If the recipient of your message is unclear about what you're trying to say,
it's important to clarify your message. This will help them to better understand you.
Communication at Workplace
Communication is one of the major concerns in the workplace.
Creating and maintaining a positive work environment is what
means effective workplace communication.

Workplace communication is one of the most important aspects

of a thriving business. The recent change to primarily virtual
work across numerous industries has redefined the function and
form of workplace communication.
 According to the statistics, 57% of employees report not being given clear
directions and 69% of managers are not comfortable communicating with the
employees in general. From the statistics, it is clear that there is a need to
improve communication in the workplace.
What is Workplace communication?
Workplace communication is the means by which employees exchange
information and ideas. Communicating effectively is a critical aspect of
getting any job done, whether it occurs in-person or virtually and is part of
the internal communications efforts within an organization.

Communication in the workplace is one of the signs of a high-performance

culture. Exchanging information and ideas within an organization is called
workplace communication.
Effective Communication
Effective communication is a two-way street. Establishing context as the
sender, and choosing the proper medium or channel can be critical. Effective
communication should always have a context that forms the setting and
necessity for the statement, idea, or question being shared. Setting includes
any external circumstances like urgency, opinions, or culture.

Effective communication occurs when a message is sent and received

accurately. In every aspect of life (both professional and personal), effective
communication is important to success and happiness. Effective
communication in the workplace is central to all business goals.
Why is communication so important in the workplace?
Why is communication so important in the workplace?
• It avoids confusion
• It provides purpose
• It builds a positive company culture
• It creates accountability
Improving communication starts at the top to meet your business intent. Often,
effective communication at the workplace is what distinguishes a good leader from
a great one. Communication at workplace defines organizational goals and helps
coworkers collaborate. This is a step towards a fundamental business practice for a
committed and productive workforce. In a study, companies ranked
communication skills twice as important as managerial skills. Here are the skills
that employers mostly seek in new hires, ranked in terms of priority.
• Oral communication
• Listening
• Written communication
• Public speaking
• Adaptability
Improve communication
Start using the right tools for your business
Fortunately, tools like Zoom, Microsoft teams, WhatsApp can help you boost company communication providing a total seamless
communication experience.
Encourage two-way communication
Encourage your employees to ask questions or voice their opinions helping them feel empowered.
Tell people what they are doing right
It is a good idea to tell people about their good things on a daily basis.
Specific and descriptive feedback
Give feedback that is concrete. Give directions to the person exactly on what they are doing well and what needs to be improved.
Schedule a compulsory check-in
Organizing a short quick call with a very specific agenda brings in a lot of advantages.
Organize engaging team building activities
According to a 2017 report by Gallup, companies with engaged workers generally earn 2.5-times more revenue. Team building
activities enhance productivity and engagement.
What is your communication process
Timely examine the strategy of your communication so that it reaps gains to the company.
Communication can be formal, informal, internal or external. And within an
organization, it is important to develop a healthy and beneficial
communication process. Effective communication is the key to achieving
long-term success, so make sure you follow the above outline strategies. No
matter what stage you are in the workplace, you need to communicate ideas
well in the workplace, so effective communication.
Benefits of Workplace Communication
1. Good Communication Mitigates Conflict
One of the times an organization is most likely to seek communication
training is when there’s clear tension or conflict in the workplace. Regardless
of the conflict, communication is usually an underlying factor.
Conflict typically comes down to:
Misunderstanding/feeling misunderstood. Even when someone feels like they are communicating
well, if the person to whom they’re speaking has a different communication pattern then there may
be a misunderstanding. With communication tools such as identifying communication patterns and
making small communication adjustments, new information can be dispensed in a way that is easy
and clear to understand, and the listener can better communicate their understanding.

Not understanding how others communicate. Miscommunication also comes down to

communication patterns. When someone hasn’t undergone an individual or team communication
program, they default to presenting information using their own communication pattern instead of
considering the communication pattern of the receiver.

Someone feeling their emotional needs is not being met or are being disregarded. If an employee
feels disrespected, taken advantage of, or disregarded, then it may lead to tension or conflict. A
better-communicating team lays the groundwork for expressing and understanding needs, which also
increases employee engagement and performance.
2. Good Communication Increases Employee Engagement
Communicating is more than just talking. It’s about connecting with people. One of the most
powerful benefits of better communication in the workplace is more engaged employees.
Employees are more engaged in their work and can better align with company objectives and
goals when a culture of good communication is established in a team or workplace.

Communication can improve employee engagement in the following ways:

• Gives you tools to better understand the needs and goals of your employees.
• Allows you to better understand what motivates and fulfills the employee.
• Better understanding of employees’ talents and skills that may otherwise go unnoticed.
• Ability to cultivate talents and skills in a way that develops them in line with company goals.
• Improved connection between co-workers for a more positive and satisfying work
environment.
• Better relationship with managers and leaders
3. Good Communication Creates Better Client Relationships
This one is a biggie if you have client-facing employees since client
interactions are usually the difference between a satisfied customer and a
disgruntled one.

When your employees are trained to communicate more effectively and to

connect with others they can better:
• Mitigate and resolve conflict
• Understand needs
• Help the customer feel understood
• Present new information in a way in which the client will be more
receptive
4. Good Communication Results in a More Productive & Talented Workforce
Employee engagement is a significant factor in the productivity of a workforce. But besides contributing to increased employee
engagement, communication skills can also help foster a more productive and talented workforce in many other ways:

Understanding team talents & skills. In a company culture focused on connecting with others, managers better understand the
talents and skills of their workforce. Some communication patterns aren’t forthcoming with their talents and skills, or express
them in ways a fast-paced or high-level-thinking communicator won’t naturally notice. Mastering the identification of
communication patterns empowers a leader to better understand the skills and talents of their team.

Achieving more buy-in. With the right communication tools, a leader can influence initiative buy-in from their team.

Innovation and creative thought. A workplace that communicates more effectively establishes a “safe” place for people to think
creatively and express their ideas. It helps employees feel more comfortable taking ownership for challenges and projects, and
typically results in more creative brainstorming or problem-solving initiatives.

More strategic team building. Understanding communication patterns gives a leader more information about their employees,
and often information they would have otherwise overlooked. This powerful insight lets the leader make more strategic decisions
on delegation, employee development, team development, and strategic initiatives to drive business success.
The bottom line is that good communication isn’t just about being able to
more accurately and concisely present information and ideas. It’s also not
just about mitigating conflict or creating a more positive team environment.
Communication is integral to sales, client relationships, team development,
company culture, employee engagement and buy-in, and innovative
thought.
 CLASS EXERCISE: Communication
In groups, choose 1 person to act out a word given by Dr Widad. Group
member need to guess the word. If the group answers correctly, they get 1
point. If not, the next group can guess the word. Group with most points win
brownie points.