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Business Communication

Course Description

This course is designed to assist students in developing an understanding of some of the basic typical models  used to convey different types of oral and written communication.

Learning Outcomes

Upon completion of this subject, the student would be able to:

  1. explain the communication process with an organizational context
  2. discuss formal and informal dimensions of communication within an organization
  3. describe the nature of interpersonal communication within an organization
  4. discuss the influence of technology on communication in organizations
  5. assess communication patterns and evaluate their effectiveness

 Course Contents

·                                 General introduction to organizational communication
·                                 Behavioral communication
·                                 Methods of verbal and non-verbal communication
·                                 Effective presentations, interviews, and speeches
·                                 Memo, reports, and other intra-organizational correspondence
·                                 An effective use of Information Technology


Indicative Reading

Core text

Sinha K.K., Business Communication  (2nd Rev Ed), Galgotia Publishing Company, New Delhi, India.

Reference Books

·         Mohan, Krishna / Banerji, Meera. Developing Communication Skills, (2001) Macmillan India Ltd., Delhi, India.

·         Sharma R.C. Mohan, Krishna. Business Correspondence & Report Writing, (1999) Tata McGraw Hill, New Delhi, India.

·         Guffey, Mary Ellen Essentials of Business Communication, 2nd Edition, (2001) South Western College Publisher, Australia.

·         Chandler, Frances G. Fundamental of Business Communication.  (1995) IRWIN, Chicago, U.S.

·         Little, Peter. Communication in Business, 3rd Edition, (1977) Longman Group Ltd., U.K.

The assessment for this course is out of 100 %, which is divided as follows:



PART I (20x 3)

Study This case and answer All questions


"I don't want to hear your excuses. Just get those planes in the air,”  Jim Tuchman was screaming at his gate manager. As head of American Airlines' operations at the Mexico City airport, Tuchman has been consistently frustrated by the attitude displayed by his native employees. Transferred from Dallas to Mexico City only three months ago, Tuchman was having difficulty adjusting to the Mexican style of work. "Am I critical of these people? You bet 1 am! They don't listen when I talk. They think things are just fine and fight every change I suggest. And they have no appreciation for the importance of keeping on schedule."

If Tuchman is critical of his Mexico City staff, it's mutual. They universally dislike him. Here's a few anonymous comments made about their boss: "He’s totally insensitive to our needs." "He thinks if he yells and screams, that things will improve. We don't see it that way." "I have  been working here for four years. Before he came here, this was a good anymore. I'm constantly in fear of being chewed out. I   feel the  stress all the time, even at home. My wife has  started commenting on it a lot."

Tuchman was brought in specifically to tighten up  the Mexico City operation. High on his list was goals of improving American's on-time record  in Mexico city,  increasing productivity, and improving customer service. When Tuchman was asked if thought he had any problems with his staff, he replied, yes we just    can't seem to communicate."


I. Does Jim Tuchman have a communication problem? Explain.

2. What suggestions, if any, would  to help him improve his communication. Discuss

3. what would be included in his agenda if he was setting up a meeting with his staff


PART II (20x 2)


Study the case and answer any two questions


To deliver a message, we must communicate. We communicate in many ways: through our actions, through our words, through our appearance, and even through the company that we  keep. What is communicated and how it is communicated js important to relationships between individuals, between departments in a company and between a company and its customers -

Milt Moses, the leader of the Community insurance Company, understands the importance of good communication to the success or failure of a business, Moses in a company seminar talks to us about the importance of communication from various perspectives. In describing how he was motivated to enter the insurance field we learn about an impression of the industry he got from his own insurance agent. Moses had  sought out  the job. He talks about why   did he peruse insurance as a profession.  Though observation he thought that insurance would be a lucrative business and one that might present few barriers to him. Moses used many approaches to convey a good image to his people.   

 Moses also talks about communication within his agency We see  his style, of  communicating with his staff, his policy toward maintaining an open door, and his belief in the importance of providing  top quality service. His employees did not learn, these, things about Moses and the company by chance, At the same time everyone who works at Community insurance does not necessarily get the same, message, in  the same way, or at the same time;

 One of the challenges that any company faces is to communicate in a way that the general message gets across, Milt Moses shows us that this can be done in several ways. he talks about  business planning job assignments, and an openness to talk with  the employees.   Perhaps, most importantly  he conveys to his staff that beliefs about the business  and shares how he practices them.



I.  It seems obvious that at the Community Insurance, Company, Milt Moses sets the tone. What do you

Think Moses is trying to convey to his staff about how the company should operate? Do you think he is successful in conveying this message?

2.  Moses sets a very positive approach for his staff. At one time music was banned at the office but later allowed as long as employees used headsets. Why do you think Moses changed his mind and allowed something that he did not necessarily agree with? What message do you think this sent to  Moses’ staff?

3 Moses emphasizes the need to provide superb customer service. In fact, he appears to believe that such service is the key to success .y. From what you have learned about the Company and Moses, do you think he is successful in communicating his commitment to providing excellent service? why or why not?.



Study Material

For detailed power point slides click on the following link Business Communication Power Point Slides