BUSINESS ENGLISH HUBEA-1A
Business English (HUBEA-1A)
Study guide: Weeks 0 to 6
Based on the Eduvos PowerPoint presentations, class notes and learning resource
The module focuses on professional communication skills: business communication, business writing, meetings,
reports, business messages and letters, presentations, public speaking, CV writing, portfolios and interviews.
• Blue = a term or definition to learn.
• Green = why it matters (the reason or benefit).
• Orange = how to do it (an action or step).
• Red = an exam point, a rule or a common mistake.
• Teal = a memory aid (mnemonic).
Purple boxes hold examples and formats (templates to copy). Blue boxes hold the learning outcomes. Green boxes
link each week back to the bigger picture.
Learning Outcome Simplified Notes / What You Must Know
1. Communicate clearly, - Communicate clearly and professionally
appropriately, and effectively using - Use correct grammar and sentence structure
verbal and non-verbal - Adapt communication for the audience and situation
communication. - Use appropriate verbal and non-verbal communication
- Speak and write professionally
1.1 Use oral/written language
- Consider audience, purpose, and context
appropriately.
- Use suitable tone and language
1.2 Demonstrate good language - Use correct grammar, spelling, and punctuation
skills. - Write clear and understandable messages
2. Produce well-formatted and well- - Write professional business documents
composed business messages and - Use correct layouts and formats
letters. - Present information neatly and clearly
- Know the correct format for:
• Letters
2.1 Select and apply appropriate
• Emails
formats.
• Memos
• Notices
2.2 Adapt register, tone, and style. - Use formal language where needed- Change tone depending on audience and purpose
4. Evaluate, analyse, and synthesise
- Read and understand information- Identify important points- Organise information
information for business
logically
communication.
- Prepare:
• Formal letters
• Emails
4.1 Select and organise relevant
• Summaries
information.
• Agendas
• Minutes
• Reports
5. Present and communicate
- Present information clearly and professionally
complex information reliably and
- Use correct business conventions and formats
coherently.
- Create presentations and reports
5.1 Use resources and references
- Prepare meeting documents
effectively.
- Write formal business communication professionally
Page 1 of 38
, BUSINESS ENGLISH HUBEA-1A
Week 0: Communication and writing foundations
communication is about being able to pass a message to another person so that they understand it the way it was
meant, and then respond. At work this means speaking clearly, listening, writing professionally and using the right body
language. When communication fails, people make mistakes, waste time and argue. This week explains why
communication matters, how a message travels from one person to another, and what can stop it from being understood.
Learning outcomes
• Understand the importance of effective communication in business.
• Understand the different models and modes of communication.
1. The importance of effective communication
• Effective communication is needed for the operations, success and growth of a business.
• Employees need communication to share information, solve problems and work together. Management uses
communication to explain the company's vision and goals, motivate employees and understand the needs and
concerns of staff.
• In today's global digital age, communication is more important than ever, because organisations work with remote
teams, different cultures and many channels, such as phone calls, emails and video conferencing.
Benefits. A McKinsey study referenced by Forbes (2024) found that team productivity can improve by up to 25%
when teams are properly aligned. Effective communication can:
Increase Reduce Improve
Employee job satisfaction Absenteeism (frequent absence from Overall productivity
Employee engagement work) Overall performance
Motivation and willingness to work Employee turnover (staff leaving)
Workplace conflict
Challenges. Business communication is not always easy. Non-verbal communication and cultural differences can
lead to three problems:
1. Misunderstandings: the message is interpreted wrongly.
2. Miscommunication: the message is not clearly sent or received.
3. Operational problems: work processes fail or are delayed.
As a result, employers now place more value on soft skills, especially communication and interpersonal skills.
2. Workplace communication
• Workplace communication is the process of sharing information within an organisation. It takes place through
verbal communication (speaking), written communication (emails, memos, reports) and non-verbal
communication (body language and facial expressions).
• Good communication improves productivity and efficiency and helps employees perform their duties. Poor
communication leads to confusion, mistakes, wasted time and reduced productivity.
• For communication to be effective, the message must be understood, interpreted correctly and responded to
appropriately. Employees need four skills to do this: speaking, reading, listening and reasoning.
• Communication is a dynamic process. This means it keeps changing, because people interact and react to each
other. It needs active listening, reasoning, feedback and understanding.
• External factors can stop a message from being received and understood correctly: noise, distractions,
environmental factors and communication barriers.
3. How to communicate in the workplace
Communication should accommodate individual differences. Employees should communicate with respect,
courtesy, sensitivity and professionalism. The practical tips below apply to every situation.
Tip What to do
Respect everyone's Respect cultural, personal and individual differences. Trust starts with treating everyone
background fairly and respectfully
Page 2 of 38
, BUSINESS ENGLISH HUBEA-1A
Tip What to do
Choose the right method Phone calls for urgent matters; emails for detailed information; instant messages for
quick updates or short questions; visual aids or video calls for complex explanations
Keep communication Avoid jargon (words that only people in a certain job or field understand) and complicated
clear language. Break information into simple steps
Be aware of tone Use a friendly, positive and professional tone. Think about how the message may be
interpreted by others
Speak clearly and listen Express ideas clearly and confidently. Pay full attention, understand and respond
actively properly when others speak
Ask questions and Verify information before making assumptions. Confirm that everyone understood the
confirm message correctly
Promote two-way Encourage everyone to participate and give others the chance to share opinions and
communication ideas
Address problems early Deal with difficult conversations before they become larger problems. Resolve
misunderstandings as soon as possible
Encourage feedback and Ask others whether they understood. Stay approachable and encourage continuous
openness discussion
Written communication (email)
• Always read and re-read emails before sending, to check spelling, grammar, accuracy and tone.
• Every email needs an appropriate format, a greeting, relevant content and the sender's contact details.
• Be polite and concise: make valid points and avoid long explanations. Only CC the people who need the
information.
• Do not use email for confidential information, because it may not be secure.
• Every written message should be simple and easy to understand, get straight to the point, avoid too many technical
terms and use professional language. Never use slang, offensive language, discriminatory, racist or sexist
remarks. Written communication represents both the employee and the organisation, so it must keep a
professional standard.
Clients and customers
• A client or customer is someone outside the organisation who receives a service, product or task. Communication
with clients must be polite, clear and professional.
• Good verbal and non-verbal communication builds trust and customer satisfaction, and creates strong business
relationships.
• Miscommunication happens when people understand the message differently from what was intended, when body
language does not match what is being said, or when someone is not listening properly and misses important details.
• To communicate well with customers: speak clearly at a steady pace and give correct information; stay polite
and open-minded; show empathy; use the customer's name; use positive body language (eye contact, appropriate
gestures); ask questions to understand their needs; and encourage feedback.
4. The communication process
Every message follows the same path. A person has an idea, puts it into words, sends it, and the other person receives
it, understands it and answers. The answer starts the process again, so communication is a cycle. The process is based
on the Shannon-Weaver model.
Page 3 of 38
, BUSINESS ENGLISH HUBEA-1A
Term Meaning
Sender (source) The person who creates and sends the message
Message The information being communicated (an idea in words, symbols or signs)
Encoding Turning the idea into words, symbols or signals
Channel The method used to send the message (speech, email, phone)
Medium The type of channel (a letter, TV, a text message)
Code The language or system used (English, symbols, gestures)
Receiver The person who receives the message
Decoding Interpreting and understanding the message
Feedback The receiver's response to the message
Noise Any interference. Environmental noise is physical (traffic, a bad connection). Semantic noise
is misunderstanding caused by unclear words or meanings
Context The environment, situation and social conditions around the message
• The sender creates the message (encoding) and sends it through a channel. The receiver gets the message and
interprets it (decoding), then sends a response (feedback).
• Communication is a cycle, because the receiver becomes the new sender. The receiver must show that the
message was received, then formulates a response and sends it back through a channel.
• Context and noise can affect the message at every step of the process.
Example: communication breakdown
Sandile wants Precious to know he likes her. He sends red roses, using his friend Fred as the delivery channel.
Precious thinks the flowers are from Fred and gives Fred a kiss, not Sandile.
What went wrong? The message was not clear, the wrong channel (Fred) caused confusion, and the receiver
decoded a different meaning. This is a communication breakdown.
Three considerations before communicating. Always think about:
• Purpose: what must this message achieve?
• Audience: who is being spoken to and what do they understand?
• Content: what is the main message? Keep it simple.
PAC = Purpose, Audience, Content. Effective communication also needs shared meaning (words people
understand), audience awareness, clarity and feedback (checking that the message was understood).
5. Models of communication
A communication model is a simple diagram that shows how a message moves from a sender to a receiver. Models are
simple ways to explain how communication works. They focus on the main verbal and non-verbal parts, show the
sender, message and receiver clearly, and mainly look at human communication.
Page 4 of 38
Business English (HUBEA-1A)
Study guide: Weeks 0 to 6
Based on the Eduvos PowerPoint presentations, class notes and learning resource
The module focuses on professional communication skills: business communication, business writing, meetings,
reports, business messages and letters, presentations, public speaking, CV writing, portfolios and interviews.
• Blue = a term or definition to learn.
• Green = why it matters (the reason or benefit).
• Orange = how to do it (an action or step).
• Red = an exam point, a rule or a common mistake.
• Teal = a memory aid (mnemonic).
Purple boxes hold examples and formats (templates to copy). Blue boxes hold the learning outcomes. Green boxes
link each week back to the bigger picture.
Learning Outcome Simplified Notes / What You Must Know
1. Communicate clearly, - Communicate clearly and professionally
appropriately, and effectively using - Use correct grammar and sentence structure
verbal and non-verbal - Adapt communication for the audience and situation
communication. - Use appropriate verbal and non-verbal communication
- Speak and write professionally
1.1 Use oral/written language
- Consider audience, purpose, and context
appropriately.
- Use suitable tone and language
1.2 Demonstrate good language - Use correct grammar, spelling, and punctuation
skills. - Write clear and understandable messages
2. Produce well-formatted and well- - Write professional business documents
composed business messages and - Use correct layouts and formats
letters. - Present information neatly and clearly
- Know the correct format for:
• Letters
2.1 Select and apply appropriate
• Emails
formats.
• Memos
• Notices
2.2 Adapt register, tone, and style. - Use formal language where needed- Change tone depending on audience and purpose
4. Evaluate, analyse, and synthesise
- Read and understand information- Identify important points- Organise information
information for business
logically
communication.
- Prepare:
• Formal letters
• Emails
4.1 Select and organise relevant
• Summaries
information.
• Agendas
• Minutes
• Reports
5. Present and communicate
- Present information clearly and professionally
complex information reliably and
- Use correct business conventions and formats
coherently.
- Create presentations and reports
5.1 Use resources and references
- Prepare meeting documents
effectively.
- Write formal business communication professionally
Page 1 of 38
, BUSINESS ENGLISH HUBEA-1A
Week 0: Communication and writing foundations
communication is about being able to pass a message to another person so that they understand it the way it was
meant, and then respond. At work this means speaking clearly, listening, writing professionally and using the right body
language. When communication fails, people make mistakes, waste time and argue. This week explains why
communication matters, how a message travels from one person to another, and what can stop it from being understood.
Learning outcomes
• Understand the importance of effective communication in business.
• Understand the different models and modes of communication.
1. The importance of effective communication
• Effective communication is needed for the operations, success and growth of a business.
• Employees need communication to share information, solve problems and work together. Management uses
communication to explain the company's vision and goals, motivate employees and understand the needs and
concerns of staff.
• In today's global digital age, communication is more important than ever, because organisations work with remote
teams, different cultures and many channels, such as phone calls, emails and video conferencing.
Benefits. A McKinsey study referenced by Forbes (2024) found that team productivity can improve by up to 25%
when teams are properly aligned. Effective communication can:
Increase Reduce Improve
Employee job satisfaction Absenteeism (frequent absence from Overall productivity
Employee engagement work) Overall performance
Motivation and willingness to work Employee turnover (staff leaving)
Workplace conflict
Challenges. Business communication is not always easy. Non-verbal communication and cultural differences can
lead to three problems:
1. Misunderstandings: the message is interpreted wrongly.
2. Miscommunication: the message is not clearly sent or received.
3. Operational problems: work processes fail or are delayed.
As a result, employers now place more value on soft skills, especially communication and interpersonal skills.
2. Workplace communication
• Workplace communication is the process of sharing information within an organisation. It takes place through
verbal communication (speaking), written communication (emails, memos, reports) and non-verbal
communication (body language and facial expressions).
• Good communication improves productivity and efficiency and helps employees perform their duties. Poor
communication leads to confusion, mistakes, wasted time and reduced productivity.
• For communication to be effective, the message must be understood, interpreted correctly and responded to
appropriately. Employees need four skills to do this: speaking, reading, listening and reasoning.
• Communication is a dynamic process. This means it keeps changing, because people interact and react to each
other. It needs active listening, reasoning, feedback and understanding.
• External factors can stop a message from being received and understood correctly: noise, distractions,
environmental factors and communication barriers.
3. How to communicate in the workplace
Communication should accommodate individual differences. Employees should communicate with respect,
courtesy, sensitivity and professionalism. The practical tips below apply to every situation.
Tip What to do
Respect everyone's Respect cultural, personal and individual differences. Trust starts with treating everyone
background fairly and respectfully
Page 2 of 38
, BUSINESS ENGLISH HUBEA-1A
Tip What to do
Choose the right method Phone calls for urgent matters; emails for detailed information; instant messages for
quick updates or short questions; visual aids or video calls for complex explanations
Keep communication Avoid jargon (words that only people in a certain job or field understand) and complicated
clear language. Break information into simple steps
Be aware of tone Use a friendly, positive and professional tone. Think about how the message may be
interpreted by others
Speak clearly and listen Express ideas clearly and confidently. Pay full attention, understand and respond
actively properly when others speak
Ask questions and Verify information before making assumptions. Confirm that everyone understood the
confirm message correctly
Promote two-way Encourage everyone to participate and give others the chance to share opinions and
communication ideas
Address problems early Deal with difficult conversations before they become larger problems. Resolve
misunderstandings as soon as possible
Encourage feedback and Ask others whether they understood. Stay approachable and encourage continuous
openness discussion
Written communication (email)
• Always read and re-read emails before sending, to check spelling, grammar, accuracy and tone.
• Every email needs an appropriate format, a greeting, relevant content and the sender's contact details.
• Be polite and concise: make valid points and avoid long explanations. Only CC the people who need the
information.
• Do not use email for confidential information, because it may not be secure.
• Every written message should be simple and easy to understand, get straight to the point, avoid too many technical
terms and use professional language. Never use slang, offensive language, discriminatory, racist or sexist
remarks. Written communication represents both the employee and the organisation, so it must keep a
professional standard.
Clients and customers
• A client or customer is someone outside the organisation who receives a service, product or task. Communication
with clients must be polite, clear and professional.
• Good verbal and non-verbal communication builds trust and customer satisfaction, and creates strong business
relationships.
• Miscommunication happens when people understand the message differently from what was intended, when body
language does not match what is being said, or when someone is not listening properly and misses important details.
• To communicate well with customers: speak clearly at a steady pace and give correct information; stay polite
and open-minded; show empathy; use the customer's name; use positive body language (eye contact, appropriate
gestures); ask questions to understand their needs; and encourage feedback.
4. The communication process
Every message follows the same path. A person has an idea, puts it into words, sends it, and the other person receives
it, understands it and answers. The answer starts the process again, so communication is a cycle. The process is based
on the Shannon-Weaver model.
Page 3 of 38
, BUSINESS ENGLISH HUBEA-1A
Term Meaning
Sender (source) The person who creates and sends the message
Message The information being communicated (an idea in words, symbols or signs)
Encoding Turning the idea into words, symbols or signals
Channel The method used to send the message (speech, email, phone)
Medium The type of channel (a letter, TV, a text message)
Code The language or system used (English, symbols, gestures)
Receiver The person who receives the message
Decoding Interpreting and understanding the message
Feedback The receiver's response to the message
Noise Any interference. Environmental noise is physical (traffic, a bad connection). Semantic noise
is misunderstanding caused by unclear words or meanings
Context The environment, situation and social conditions around the message
• The sender creates the message (encoding) and sends it through a channel. The receiver gets the message and
interprets it (decoding), then sends a response (feedback).
• Communication is a cycle, because the receiver becomes the new sender. The receiver must show that the
message was received, then formulates a response and sends it back through a channel.
• Context and noise can affect the message at every step of the process.
Example: communication breakdown
Sandile wants Precious to know he likes her. He sends red roses, using his friend Fred as the delivery channel.
Precious thinks the flowers are from Fred and gives Fred a kiss, not Sandile.
What went wrong? The message was not clear, the wrong channel (Fred) caused confusion, and the receiver
decoded a different meaning. This is a communication breakdown.
Three considerations before communicating. Always think about:
• Purpose: what must this message achieve?
• Audience: who is being spoken to and what do they understand?
• Content: what is the main message? Keep it simple.
PAC = Purpose, Audience, Content. Effective communication also needs shared meaning (words people
understand), audience awareness, clarity and feedback (checking that the message was understood).
5. Models of communication
A communication model is a simple diagram that shows how a message moves from a sender to a receiver. Models are
simple ways to explain how communication works. They focus on the main verbal and non-verbal parts, show the
sender, message and receiver clearly, and mainly look at human communication.
Page 4 of 38
