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Business Communication

Office Assistance · Level 4  ·  7 Chapters

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What Business Communication covers

How information moves in a workplace, and how an office assistant keeps it moving correctly, is the subject of Business Communication in Office Assistance Level 4. Seven outcomes are covered in order: administering communication channels, from the communication process and effective communication principles to barriers and record keeping; implementing written, non-verbal and oral communication; implementing a service charter; safeguarding the confidentiality of information; coordinating communication on social media platforms; preparing workplace meetings, including minute taking; and preparing workplace reports, from formats to preparation.

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Careers after Business Communication

Every office role handles messages, meetings and reports, and this unit covers the whole range, from the communication process and service charter to confidentiality, social media, meetings and reports.

  • Human resource offices in Nairobi - manage correspondence under the human resource manual, apply the service charter and guard confidential staff information.
  • Corporate communication desks in Mombasa - coordinate the organisation's social media platforms, follow its policies and use monitoring tools.
  • Board and committee secretariats in Nyeri - prepare meetings, take minutes and compile workplace reports in the right format.
  • Customer service desks of county offices in Kisii - respond to correspondence against the service charter and retrieve records to meet customer expectations.
  • Freelance social media and report-writing services in Kisumu - handle posting and short reports for small businesses, applying the principles of effective communication.

People in these roles are judged on whether messages arrive correctly and records can be found afterwards.

Chapters

1
Administer Communication channels
9 topics
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2
Implement types of communication
15 topics
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3
Implement service charter
2 topics
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4
Safeguarding confidentiality of information
6 topics
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5
Coordinate communication on social media platforms
5 topics
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6
Prepare work place meetings
7 topics
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7
Prepare workplace report
12 topics
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What Business Communication covers: 33 main topics in 7 chapters

1. Administer Communication channels

  1. 1.1 Communication process
  2. 1.2 Principles of effective communication
  3. 1.3 Channels/medium/modes of communication
  4. 1.4 Factors to consider when selecting a channel of communication
  5. 1.5 Barriers to effective communication
  6. 1.6 Flow/patterns of communication
  7. 1.7 Sources of information
  8. 1.8 Organizational policies
  9. 1.9 Record keeping

2. Implement types of communication

  1. 2.1 Written Communication
  2. 2.2 Non- Verbal
  3. 2.3 Oral Communication

3. Implement service charter

  1. 3.1 Introduction to service charter
  2. 3.2 Importance of service charter

4. Safeguarding confidentiality of information

  1. 4.1 Introduction to confidentiality
  2. 4.2 Importance of confidentiality
  3. 4.3 Classification of information
  4. 4.4 Methods of securing information
  5. 4.5 Challenges of safeguarding confidentiality in human resource communication
  6. 4.6 Advantages and disadvantages of safeguarding confidentiality

5. Coordinate communication on social media platforms

  1. 5.1 Introduction to social media platforms
  2. 5.2 Importance/uses of social media platforms in an organization
  3. 5.3 Social media ethical issues
  4. 5.4 Social media monitoring tools
  5. 5.5 Advantages and disadvantages of social media platforms

6. Prepare work place meetings

  1. 6.1 Introduction to minute taking
  2. 6.2 Types of meetings
  3. 6.3 Structure of meetings

7. Prepare workplace report

  1. 7.1 Introduction to report writing
  2. 7.2 Importance of reports
  3. 7.3 Forms and types of reports
  4. 7.4 Reports formats
  5. 7.5 Reports preparation

Revise this unit

Exam-style questions 98 Written to CDACC standard, with answers Test yourself 278 Multiple-choice, one at a time Practise questions 218 Quick recall — check you know the facts
3 more for this unit
Oral exam preparation 65 What the assessor asks, and how to answer out loud Worked calculations 15 Step-by-step maths with the common mistakes Quick cards 1,379 Myth busters, skill tips and scenarios

Beyond the syllabus

Decision simulator 7 On site, what would you do? Workplace scenarios 120 Real site situations — what would you do? Turn this into income 72 Where this skill earns — what to charge, how to find clients

Other units in Module II