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Business Communication

Accountancy · Level 6  ·  7 Chapters

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What Business Communication covers

Business Communication for Accountancy Level 6 teaches you to move information accurately through an organisation by letter, voice, screen and report. You begin by administering communication channels: the communication process, principles of effective communication, how to choose a channel, barriers, flow patterns, sources of information, organisational policies and record keeping. You then implement written, non-verbal and oral communication, workplace etiquette and active listening. The service charter comes next, covering why it matters, responding to correspondence and retrieving records. You learn to safeguard confidentiality by classifying information and securing it, and to coordinate communication on social media platforms, including ethical issues and monitoring tools. The unit ends with preparing workplace meetings and minutes, and writing reports in the right format.

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Careers after Business Communication

Effective business communication isn’t just a classroom exercise - it’s the backbone of every Kenyan workplace that relies on clear, reliable information flow. Mastering the SOP-driven skills in this unit opens doors across the public, private and informal sectors, whether you join a large organisation or launch your own service.

  • Human-resources department in a manufacturing firm in Kiambu - you follow the HR manual to route memos, interview invitations and policy updates, earning a steady salary while ensuring the plant runs smoothly and disputes are avoided.
  • County health office in Nakuru - you manage official correspondence, keep patient-record logs secure, and apply confidentiality policies, receiving a government salary and gaining experience that can lead to senior admin roles.
  • Front-office team at a coastal resort hotel - you use oral and written SOPs to handle guest enquiries, confirm bookings and record feedback, earning commissions or performance bonuses tied to guest satisfaction scores.
  • Project coordination unit of an international NGO operating in Nairobi’s informal settlements - you identify information sources, draft progress reports and safeguard donor data, earning a project-assistant wage and building a reputation for reliable reporting.
  • Retail chain store manager in Eldoret - you apply the service charter to respond to customer complaints, keep sales records accurate, and train staff on non-verbal cues, earning store-level incentives and positioning yourself for regional management.
  • Call-centre supervisor for a fintech service in Mombasa - you monitor communication channels, enforce SOPs for call scripts and data security, and retrieve records quickly, earning a supervisory stipend and opportunities for higher-pay technical support roles.
  • Small-business owner of a boutique tailoring shop in Westlands - you set up your own SOP-based filing system, handle supplier emails, and protect client measurements, generating income from sales while reducing errors and repeat orders.
  • Freelance virtual assistant serving entrepreneurs across Kenya - you draft professional emails, manage cloud-based records, and ensure confidentiality for multiple clients, charging hourly or project rates and scaling your client base from any town.
  • Administrative officer in a county referral hospital in Kisumu - you follow the organization’s policy on information confidentiality, secure patient files, and coordinate inter-departmental notices, earning a civil service salary and qualifying for further health-admin training.
  • Tourism agency coordinator in Naivasha - you retrieve travel itineraries, apply non-verbal communication techniques during client meetings, and keep tour-operator contracts organized, earning commission on bookings and a reputation for flawless service.

Your ability to follow SOPs, protect information and keep records spotless will make you the go-to professional wherever clear communication matters. Keep practicing these habits, and the Kenyan workplace will open up countless pathways for you.

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
4 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 workplace meetings
7 topics
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7
Prepare workplace reports
12 topics
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What Business Communication covers: 37 main topics in 7 chapters

1. Administer communication channels

  1. 1.1 Communication process Communication channels
  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
  4. 2.4 Workplace etiquette
  5. 2.5 Active listening

3. Implement service charter

  1. 3.1 Introduction to service charter
  2. 3.2 Importance of service charter
  3. 3.3 Correspondence response
  4. 3.4 Retrieval of records

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 workplace meetings

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

7. Prepare workplace reports

  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 155 Quick recall — check you know the facts
3 more for this unit
Oral exam preparation 67 What the assessor asks, and how to answer out loud Worked calculations 22 Step-by-step maths with the common mistakes Quick cards 1,377 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 I