This course is specially designed for Business and Engineering Students.

Communication Skills (Oral)

Definitions and Conditions, Modes; verbal, non-verbal, vocal, non-vocal, sender, receiver, encoding, decoding, noise, context, emotional, relationships, etc.
Language and perception, Distortion of thought, interference.
Non-verbal, body language, physical appearance, cultural differences, etc.
Barriers to Comm: ambiguity, context, closure, prediction, pseudo listening.
Listening: effective listening, benefits, and ethics for the listener.
Personal and interpersonal skills/perceptions.
Communication dilemmas and problems.
Public Speaking – speaking situations/ interviews

Written Communication

Types of messages and various approaches
Formal/ Business letters various types
Memos (brief revision).
Notices and minutes of meetings, agenda, layout, language, Leadership styles.
Contracts and agreements (basic theoretical knowledge and comprehension).
Tenders (basic theoretical knowledge and comprehension).
Business reports (Short and Long) Research / Scientific reports.

Engineering / Business Ethics

Course objective.
Need for code of ethics, importance
Type of ethics, involvement in daily life, professional ethics
Problems/conflicts/dilemmas in application.

RECOMMENDED BOOKS FOR THIS COURSE

(01) Report Writing for Business by Lesikar and Pettit

(02) Business & Professional Communication by Roach, Gant, Allyn Perigo & Bacon

(03) Engineering Ethics by Flederman

Course Outline For The Course in Detail

Introduction to Business Communication in Organizations

Why Business Communication?

Introduction to Communication

Definition of Communication

Types of Communication
Verbal Communication
Nonverbal Communication

Technological Communication

Levels of Communication
Intrapersonal Communication
Interpersonal Communication
Small-Group Communication
Organizational Communication
Public Communication
Mass Communication

Non-Verbal Communication

Reinforcement, Modification, Substitution, Regulations of Non-Verbal Communication

Codes of Nonverbal Communication

Temporal Codes
Chronemics
Time Orientations
Psychological Time
Person-Oriented Codes
Physical Appearance & Dress
Gestures & Body Movements
Facial Expressions
Eye Contact
Personal Space & Touching Behavior
Vocal Characteristics
Environmental Codes

Principles of Communication

Be Mindful of the Setting
Use Approachable Body Language
Adjust Your Tone
Ask Questions
Listen to Understand
Cultivate Respect
Be Precise Be Attentive while you present
Provide Feedback
Plan & Practice

Channels of Communication

Process of Communication

Feedback

Situations that require giving Constructive Feedback
Some clues where Constructive Feedback is needed
Importance of Feedback
Why Feedback?
Types of Feedback

Communication with respect to Culture

Multicultural Communication
Cross-Cultural Communication
Intercultural Communication
Role of Intercultural Communication
Flexibility in Intercultural Communication
Importance of Intercultural Communication
Cultural Differences
Power Distance
Individualism versus Collectivism
Femininity versus Masculinity
Uncertainty Avoidance
Long Term Orientation
High Context Cultures
Low Context Cultures

Barriers to Intercultural Communication

Ethnocentrism
Stereotyping
Prejudice
Discrimination

7Cs of Communication

Completeness with Bad and Good Example
Conciseness with Bad and Good Example
Consideration with Bad and Good Example
Concreteness with Bad and Good Example
Clarity with Bad and Good Example
Courtesy with Bad and Good Example
Correctness with Bad and Good Example

Barriers of Communication

Linguistic Barriers
Causes of Linguistic Barriers
Overcoming the Linguistic Barriers
Psychological/Emotional Barriers
Common Examples of Emotional Barriers
Overcoming Emotional Barriers
Physical Barriers
Examples
Overcoming Physical Barriers
Physiological Barriers
Causes of Physiological Barriers
Cultural Barriers
Examples
Overcoming Cultural Barriers
Perception Barriers
Examples
Overcoming Perceptual Barriers
Interpersonal Barriers
Examples
Overcoming Interpersonal Barriers
Gender Barriers
Examples
Overcoming Gender Barriers
Organizational Structure Barriers
Attitude Barriers
Technological Barriers

Reasons for Communication Breakdown

Listening Process and Improve Your Listening Skills

Listening

Objectives of Listening
Importance of Listening
Mechanics of Listening
Process of Listening

Types of Listening

Participatory Listening
Passive Listening
Surface Listening
Deep Listening
Judgmental Listening
Non-judgmental Listening
Empathic Listening
Objective Listening
Discriminative Listening
Content Listening
Biased Listening
Appreciative Listening
Selective Listening
False Listening
Group Task

Barriers of Listening

Low Concentration
Lack of Prioritization
Poor Judgment
Focusing on style rather than Substance
Cultural Barriers
Gender Barriers
Technology Barriers
Physiological Barriers
Physical Barriers
Attitudinal Barriers
Wrong Assumptions
Lack of Training
Bad Listening Habits

Benefits of Effective Listening Skills

Common Listening Mistakes

Ways to Improve Listening Skill

Understand Ethics and Code of Conduct for working in Organization

Why Study Ethics?

Professional Ethics

What is Engineering?

Who is an Engineer?

Engineering Ethics

Personal vs Professional Ethics

Ethics and Law

Code of Ethics

Objections to Codes
Codes of the Engineering Societies
Two Codes of Ethics

IEEE
NSPE

Ethical Problems
Resolving Internal Conflicts in Codes
Can Codes and Professional Societies Protect Employees?
Other Types of Codes of Ethics
Code of Conduct
Articles (1-15)

Ethical Principles

Beneficence
Least Harm
Respect for Autonomy
Justice

Ethical Theories in Engineering

Utilitarianism
Basic Tenets of Utilitarianism
Advantages & Disadvantages
Characteristics of Utilitarianism
Variations among Forms of Utilitarianism
Different Accounts of How Facts about Well-Being Determine the Rightness and Wrongness of Acts
Different Accounts of Well-Being
The Scope of Moral Concern
The Aggregate Utility to Be Maximized

Duty Ethics
Rights Ethics
Virtue Ethics

Personal vs Corporate Morality

Which Theory to Use?

No-Western Ethical Thinking

Ethical Problem Solving Techniques

Conflict Problems
Line Drawing Technique
Flow Charting

Analysis of Issues in Ethical Problems

Factual
Conceptual
Moral

How can Controversies be Resolved in Ethical Problems?

Relevance vs Conflict Problem

Methods for Relevance Problem

Resolving the Conflict Problems

Line Drawing Technique

Fundamentals of Line Drawing
Case Study

Flow Charting

Flow Charting Advantages

Key Ethical Concerns and Concepts

Confidentiality
Risk and Safety
Computer Ethics
Whistleblowing
Bribes vs Gifts
Sexual Harassment

Organizational Messages and Business Letters

Writing Business Messages

Planning Audience Centered Business Messages

Using Audience Analysis to Plan a Message

Understanding the Writing Process for Business Messages

Stage I: Planning Business Message
Stage II: Writing Business Message
Stage III: Completing Business Messages

Scheduling the Writing Process

Three-step writing process

Identifying Your Audience
Identifying & analyzing purpose for Business message
Developing an Audience Profile
Using Audience Analysis to Plan a Message
Predicting the Effects of Audience Composition
Uncovering Audience Needs
Providing Required Information
Adopting a “You” Attitude
Maintaining standards of etiquette
Emphasizing the positive
Using bias-free language
Establishing your credibility
Creating a conversational tone
Creating a conversational tone
Selective active or passive voice
Choosing Powerful Words
Balancing Abstract and Concrete Words
Finding Words that Communicate Well
Finding Words that Communicate Well
Powerful Words
Choosing from Four Types of Sentences
Using Sentence Style to Emphasize Key Thoughts
Creating the Elements of a Paragraph
Developing Paragraphs

Completing Business Messages

Revising Different Message Types
Evaluating your Message
Question’s for evaluating someone’s message
Proofreading Carefully

Business Letters

Strategies for Effective Letters

Four Considerations of a Business Letter

The seven C’s Style

Format of Business Letter

Elements of Business Letters

Types of Letters/Messages

Writing Plan for Request for Information or Action

Writing Plan for a Direct Claim

Writing Plan for Adjustments

Goodwill Messages

The Five S's
Expressing thanks for a gift.
Sending thanks for a Favor

Responding to goodwill Messages

Answering Congratulatory Messages
Extending Sympathy

Negative Messages
Communicating Bad News: Goals
Avoiding legal liability in conveying negative messages
When to Use the Direct Strategy
When to Use the Indirect Strategy
Possible Buffers for Opening Bad-News Messages
Evaluating Buffer Statements
Presenting the Reasons
Cushioning the Bad News
Closing Bad-News Messages

Sample Negative Messages

Refusing Donations
Declining an Invitation
Saying No to Job Candidate
Email Announcing Price Hike (Rate Increase)

Presenting Bad News in Other Cultures

What is Persuasion?

Persuasive and Sales Messages
Effective Persuasion Techniques
The Importance of Tone
Writing Plan for Persuasive Requests
Persuasive Claims and Complaints
Persuading Within Organizations

AIDA Strategy: Sales and Marketing

AIDA Writing Strategy for Sales and Marketing Messages

Ineffective Sales Message

Improved Sales Message

Organizing Business Email and Memos

Organizing E-Mails and Memos

Knowing When to Send E-Mails and Memo
Defining Memos
Preparing to write a memo
Formatting Memos
Writing Informative Memos
Writing Persuasive Memos
Revising Persuasive Memos
Analysis of a Poorly Phrased Persuasive Memo with an improved version
Writing Negative Memos
Revising Negative Memos
Analysis of a Poorly Worded Negative Memo with an improved version
Characteristics of Effective Memos

Understand about Meetings and Tender Processes in Business

Meeting

What is a Meeting?
Purpose of Meeting
Establishing Aims & Objectives
The Need for Agendas
Minutes of Meeting

Tender Process

Classification of Tender
The procedure of Inviting Tender
Samples of Tender
Short Tender Notice

Business Reports in Organizations

Understanding Report Basics
1. Report Functions
2. Report Formats
3. Report Patterns
4. Report Delivery
Developing Informal Reports
Gathering Data for Reports
Typical Informal Reports
Information Reports
Writing Plan for Information Reports
Describe six kinds of inf