Business English Summary
Table of Contents
Effective Workplace Communication and Communication Models ..................................................................................... 4
Workplace communication .............................................................................................................................................. 4
Why effective communication matters ............................................................................................................................. 4
Communicating effectively in the workplace ................................................................................................................... 5
Verbal, written and client communication ........................................................................................................................ 5
Verbal communication ..................................................................................................................................................... 5
Email and written communication .................................................................................................................................... 5
Client and customer communication ............................................................................................................................... 6
Communication models ................................................................................................................................................... 6
Key terms in the communication process ........................................................................................................................ 6
Modes of communication ................................................................................................................................................ 7
The Business Writing Process, Reading Techniques and Summarising ............................................................................ 7
Written business communication ..................................................................................................................................... 7
Planning .......................................................................................................................................................................... 7
Organising ....................................................................................................................................................................... 8
Drafting ............................................................................................................................................................................ 9
Revising and proofreading .............................................................................................................................................. 9
Good style in business writing ......................................................................................................................................... 9
Reading techniques ....................................................................................................................................................... 10
Summarising ................................................................................................................................................................. 10
Techniques for summarising ...................................................................................................................................... 10
Summary don’ts ......................................................................................................................................................... 11
Business Meetings, Agendas and Minutes ....................................................................................................................... 11
Introduction to meetings ................................................................................................................................................ 11
Meeting preparation ...................................................................................................................................................... 12
Meeting tips: .................................................................................................................................................................. 12
Client meetings: ............................................................................................................................................................. 13
Meeting etiquette ........................................................................................................................................................... 13
Benefit of meeting for organisation ................................................................................................................................ 14
Typical meeting format .................................................................................................................................................. 14
Role of the chairperson ................................................................................................................................................. 15
Role of the minute-taker ................................................................................................................................................ 15
Meeting documents: notice: agenda, minutes ............................................................................................................... 16
Meeting terminology ...................................................................................................................................................... 17
Business Reports .............................................................................................................................................................. 17
Page | 1
, Introduction to reports ................................................................................................................................................... 17
Types of reports ............................................................................................................................................................ 18
Report writing process ................................................................................................................................................... 18
Report formats ............................................................................................................................................................... 19
Short formal investigation report ................................................................................................................................... 19
Reports and organisational communication .................................................................................................................. 21
Important principles ....................................................................................................................................................... 21
Business Messages, Letters, Emails, Memos, Short Messages ...................................................................................... 21
Introduction to business correspondence ...................................................................................................................... 21
Short messages, Email, instant messaging .................................................................................................................. 22
Business letter guidelines .............................................................................................................................................. 23
Common topics of business letters/emails/faxes .......................................................................................................... 24
Letter of application ....................................................................................................................................................... 24
Curriculum Vitae (CV) ................................................................................................................................................... 25
Memo ............................................................................................................................................................................ 25
Speeches, Presentations and Visual Aids ........................................................................................................................ 26
Introduction .................................................................................................................................................................... 26
Preparation and audience awareness ........................................................................................................................... 26
Research ....................................................................................................................................................................... 26
Planning the talk ............................................................................................................................................................ 26
Beginning/introduction ................................................................................................................................................... 27
Middle/body ................................................................................................................................................................... 27
End/conclusion .............................................................................................................................................................. 27
Presentation delivery ..................................................................................................................................................... 27
Answering questions and taking comments .................................................................................................................. 28
Visual aids ..................................................................................................................................................................... 28
Advantages ................................................................................................................................................................... 28
Disadvantages ............................................................................................................................................................... 29
Optimal application ........................................................................................................................................................ 29
Preparing the presentation ............................................................................................................................................ 29
CVs and Cover letters ....................................................................................................................................................... 30
Familiarise yourself with the job market ........................................................................................................................ 30
Introduction to CV .......................................................................................................................................................... 30
Cover letter: ................................................................................................................................................................... 32
Purpose: ........................................................................................................................................................................ 32
The format ..................................................................................................................................................................... 32
Formats ......................................................................................................................................................................... 33
Typical meeting format .................................................................................................................................................. 33
Notice ............................................................................................................................................................................ 33
Page | 2
, Agenda – ordered list of items to be discussed ............................................................................................................. 33
Minutes of meeting – official record of discussions, decisions and action points .......................................................... 34
Format of a business letter ............................................................................................................................................ 35
Block format: Business Letter ........................................................................................................................................ 35
Pyramid Structure: Business Letter ............................................................................................................................... 35
Quick exam checklist ..................................................................................................................................................... 36
Key definitions to learn ...................................................................................................................................................... 36
Page | 3
, Effective Workplace Communication and Communication Models
Workplace communication
♥ Workplace communication is the sharing of information in a business environment.
♥ It includes spoken discussions, written memos, emails, instant messages, reports,
presentations, meetings, phone calls, body language, visual aids and digital platforms.
♥ Communication is not only the sending of a message; it also involves listening, interpreting
meaning, giving feedback and confirming understanding.
♥ Internal communication takes place inside the organisation, for example between employees,
managers, teams and departments.
♥ External communication takes place with people outside the organisation, such as clients,
customers, suppliers, investors, the public and other stakeholders.
♥ Digital communication has become central to business because organisations rely on email,
social media, online meetings, shared documents and messaging platforms for daily operations.
Why effective communication matters
♥ Effective communication supports the success, growth and daily functioning of a business.
♥ It helps employees understand tasks, solve problems, collaborate, share information and avoid
confusion.
♥ Managers must communicate company vision, motivate staff and understand employee needs.
In modern workplaces, communication must also work across cultures, remote teams and
different digital media.
o It improves productivity because employees know what is expected and can coordinate
their work.
o It increases job satisfaction, engagement and motivation because staff feel informed and
included.
o It can reduce workplace conflict, absenteeism, turnover and operational mistakes.
o It helps management make informed decisions because relevant information reaches
the right people.
o It strengthens client relationships because clients receive clear, professional and
accurate information.
♥ Poor communication can lead to misunderstandings, duplicated work, delays, conflict,
complaints, reputational damage and lost business.
♥ Non-verbal cues, cultural differences, unclear writing, poor listening and the wrong choice of
channel can all cause miscommunication.
Page | 4
Table of Contents
Effective Workplace Communication and Communication Models ..................................................................................... 4
Workplace communication .............................................................................................................................................. 4
Why effective communication matters ............................................................................................................................. 4
Communicating effectively in the workplace ................................................................................................................... 5
Verbal, written and client communication ........................................................................................................................ 5
Verbal communication ..................................................................................................................................................... 5
Email and written communication .................................................................................................................................... 5
Client and customer communication ............................................................................................................................... 6
Communication models ................................................................................................................................................... 6
Key terms in the communication process ........................................................................................................................ 6
Modes of communication ................................................................................................................................................ 7
The Business Writing Process, Reading Techniques and Summarising ............................................................................ 7
Written business communication ..................................................................................................................................... 7
Planning .......................................................................................................................................................................... 7
Organising ....................................................................................................................................................................... 8
Drafting ............................................................................................................................................................................ 9
Revising and proofreading .............................................................................................................................................. 9
Good style in business writing ......................................................................................................................................... 9
Reading techniques ....................................................................................................................................................... 10
Summarising ................................................................................................................................................................. 10
Techniques for summarising ...................................................................................................................................... 10
Summary don’ts ......................................................................................................................................................... 11
Business Meetings, Agendas and Minutes ....................................................................................................................... 11
Introduction to meetings ................................................................................................................................................ 11
Meeting preparation ...................................................................................................................................................... 12
Meeting tips: .................................................................................................................................................................. 12
Client meetings: ............................................................................................................................................................. 13
Meeting etiquette ........................................................................................................................................................... 13
Benefit of meeting for organisation ................................................................................................................................ 14
Typical meeting format .................................................................................................................................................. 14
Role of the chairperson ................................................................................................................................................. 15
Role of the minute-taker ................................................................................................................................................ 15
Meeting documents: notice: agenda, minutes ............................................................................................................... 16
Meeting terminology ...................................................................................................................................................... 17
Business Reports .............................................................................................................................................................. 17
Page | 1
, Introduction to reports ................................................................................................................................................... 17
Types of reports ............................................................................................................................................................ 18
Report writing process ................................................................................................................................................... 18
Report formats ............................................................................................................................................................... 19
Short formal investigation report ................................................................................................................................... 19
Reports and organisational communication .................................................................................................................. 21
Important principles ....................................................................................................................................................... 21
Business Messages, Letters, Emails, Memos, Short Messages ...................................................................................... 21
Introduction to business correspondence ...................................................................................................................... 21
Short messages, Email, instant messaging .................................................................................................................. 22
Business letter guidelines .............................................................................................................................................. 23
Common topics of business letters/emails/faxes .......................................................................................................... 24
Letter of application ....................................................................................................................................................... 24
Curriculum Vitae (CV) ................................................................................................................................................... 25
Memo ............................................................................................................................................................................ 25
Speeches, Presentations and Visual Aids ........................................................................................................................ 26
Introduction .................................................................................................................................................................... 26
Preparation and audience awareness ........................................................................................................................... 26
Research ....................................................................................................................................................................... 26
Planning the talk ............................................................................................................................................................ 26
Beginning/introduction ................................................................................................................................................... 27
Middle/body ................................................................................................................................................................... 27
End/conclusion .............................................................................................................................................................. 27
Presentation delivery ..................................................................................................................................................... 27
Answering questions and taking comments .................................................................................................................. 28
Visual aids ..................................................................................................................................................................... 28
Advantages ................................................................................................................................................................... 28
Disadvantages ............................................................................................................................................................... 29
Optimal application ........................................................................................................................................................ 29
Preparing the presentation ............................................................................................................................................ 29
CVs and Cover letters ....................................................................................................................................................... 30
Familiarise yourself with the job market ........................................................................................................................ 30
Introduction to CV .......................................................................................................................................................... 30
Cover letter: ................................................................................................................................................................... 32
Purpose: ........................................................................................................................................................................ 32
The format ..................................................................................................................................................................... 32
Formats ......................................................................................................................................................................... 33
Typical meeting format .................................................................................................................................................. 33
Notice ............................................................................................................................................................................ 33
Page | 2
, Agenda – ordered list of items to be discussed ............................................................................................................. 33
Minutes of meeting – official record of discussions, decisions and action points .......................................................... 34
Format of a business letter ............................................................................................................................................ 35
Block format: Business Letter ........................................................................................................................................ 35
Pyramid Structure: Business Letter ............................................................................................................................... 35
Quick exam checklist ..................................................................................................................................................... 36
Key definitions to learn ...................................................................................................................................................... 36
Page | 3
, Effective Workplace Communication and Communication Models
Workplace communication
♥ Workplace communication is the sharing of information in a business environment.
♥ It includes spoken discussions, written memos, emails, instant messages, reports,
presentations, meetings, phone calls, body language, visual aids and digital platforms.
♥ Communication is not only the sending of a message; it also involves listening, interpreting
meaning, giving feedback and confirming understanding.
♥ Internal communication takes place inside the organisation, for example between employees,
managers, teams and departments.
♥ External communication takes place with people outside the organisation, such as clients,
customers, suppliers, investors, the public and other stakeholders.
♥ Digital communication has become central to business because organisations rely on email,
social media, online meetings, shared documents and messaging platforms for daily operations.
Why effective communication matters
♥ Effective communication supports the success, growth and daily functioning of a business.
♥ It helps employees understand tasks, solve problems, collaborate, share information and avoid
confusion.
♥ Managers must communicate company vision, motivate staff and understand employee needs.
In modern workplaces, communication must also work across cultures, remote teams and
different digital media.
o It improves productivity because employees know what is expected and can coordinate
their work.
o It increases job satisfaction, engagement and motivation because staff feel informed and
included.
o It can reduce workplace conflict, absenteeism, turnover and operational mistakes.
o It helps management make informed decisions because relevant information reaches
the right people.
o It strengthens client relationships because clients receive clear, professional and
accurate information.
♥ Poor communication can lead to misunderstandings, duplicated work, delays, conflict,
complaints, reputational damage and lost business.
♥ Non-verbal cues, cultural differences, unclear writing, poor listening and the wrong choice of
channel can all cause miscommunication.
Page | 4
