Effective Business Communication

This workbook encourages you to be aware of the importance of communication, to actively seek feedback in communication, to practise the art of face-to-face discussions with other people and to achieve improved communication and understanding.

Key Subject Areas

The communication process
Barriers to effective communication
Rapport building
Communicating effectively
Speaking assertively
Questioning skills
Listening skills
Non-verbal communication
Negotiating agreements
Resolving customer complaints


Learning Outcomes

  • Understand the requirements of effective communication
  • Recognise possible barriers to effective communication
  • Use effective communication techniques
  • Establish friendly rapport with colleagues and customers
  • Use courtesy & clear communication when speaking
  • Use an assertive speaking style
  • Recognise and respond appropriately to non-verbal communication
  • Negotiate satisfactory agreements with others.