Ebook Certificate in business management: Introduction to business communications include of the following content: Unit 1 the process of communication, unit 2 principles of effective communication, unit 3 written communication, unit 4 oral and non-verbal communication, unit 5 communicating with customers, unit 6 communication within organisations, unit 7 technology and communications. | Business Management Study Manuals Certificate in Business Management INTRODUCTION TO BUSINESS COMMUNICATIONS The Association of Business Executives 5th Floor CI Tower St Georges Square High Street New Malden Surrey KT3 4TE United Kingdom Tel 44 0 20 8329 2930 Fax 44 0 20 8329 2945 E-mail info@ Copyright 2008 The Association of Business Executives ABE and RRC Business Training All rights reserved No part of this publication may be reproduced stored in a retrieval system or transmitted in any form or by any means electronic electrostatic mechanical photocopied or otherwise without the express permission in writing from The Association of Business Executives. Certificate in Business Management INTRODUCTION TO BUSINESS COMMUNICATION Contents Unit Title Page 1 The Process of Communication 1 Introduction 2 The Communication Cycle 2 Barriers to Communication 5 Overcoming the Barriers 7 Forms of Communication 9 2 Principles of Effective Communication 23 Introduction 24 Planning 24 Acquiring and Organising Information 27 Structuring Communications 45 The Importance of Clarity 49 3 Written Communication 55 Introduction 57 Writing Business Letters 57 Memoranda 74 Using E-Mail 77 Using and Designing Forms 80 Writing Notices 89 Writing to Persuade 92 Internal Company Documents 94 4 Oral and Non-Verbal Communication 101 Introduction 102 Basic Skills of Oral Communication 102 Using the Telephone 108 Face-to-Face Encounters 111 Non-Verbal Communication and Personal Presentation 133 Non-Verbal Communication and the Physical Environment 137 Design and Presentation in Written Communication 139 5 Communicating with Customers 143 Introduction 144 Dealing with Customers on the Telephone 144 Meetings with Customers and Clients 148 Listening to Customers 150 Dealing with Enquiries 153 Supplying Information to Customers 156 Unit Title Page 6 Communication within Organisations 159 Introduction 160 The Role of Communications in Organisations 160 Communications Systems
