BTS304

Business Communication
Year / Semester: 
3rd Semester
Objective: 

The basic objective is to help the students to acquire and develop both written and oral communication skills necessary in the Travel Trade, and also to understand the basic concepts of communication in an organization.

Block 1
Concept of Communication

Unit 1 

Communication: Definition, Need, Purpose and Process, Importance of Communication in Tourism Industry

Unit 2

Communication Networks, Directions of Communication, Types of Communication,

Unit 3

Differences between Oral and Written Communication, Directions of Communication, Barriers and Gateways to Communication

Unit 4

Cross Cultural Communications, Concepts of Culture, Functions and Impacts of Culture on Communication, Important Expression in Cross Cultural Communication

Block 2
Written Communication

Unit 5

Principles of Business Communication, Process of Preparing Effective Business Messages,

Unit 6

Stages of Writing, Purpose of Written Communication in Professional Environment

Unit 7

Types of Written Communication, Report, Proposals, Circulars, Memos, Noting, Agendas, Minutes and Drafting

Unit 8

Writing Letters, Business Letter Formats, Types of Letters, Telex Messages, E-mail Communication, Communication through, Internet

Block 3
Verbal Communication

Unit 9

Listening: Definition, Types and Levels of Listening; Keys to effective Listening

Unit 10

Effective Speaking: Essential Qualities of a Good Speaker, Appearance and Bodily Actions, Use of Voice, Use of Visual Aids

Unit 11

Telephone Handling: Need for favorable voice quality, Listening vs. Hearing,  Handling Verbal Complaints,

Unit 12

Barriers of Verbal Communications

Block 4
Non Verbal Communication

Unit 13

Classification of Non Verbal Communication: Kinesics, Proxemics, Time Language, Paralanguage, Physical Context

Unit 14

Body Gestures and Messages that are communicated through Gestures

Unit 15

Grooming Standards,  Impact of Body Language in Tourism Industry

Unit 16

Assertive, Aggressive and Passive Behaviors