BUSINESS COMMUNICATION FOR COMPUTER BASED EXAMINATION (CBE) SEPTEMBER 2015 ATTEMPT

Grid Weighting

Concepts 10-15

Intra-personal and Interpersonal skills 20-25

Communication via the internet 10-15

Total 50

Legends:• Robbins• Herta Murphy• Bovee

Contents Learning Outcome Source Relevant Chap/pages

Concepts

Introduction to business communication

LO1.1.1: Define business communication.

LO1.1.1 & LO 1.1.2: Chapter#1 and 2 [The communication process

AND Business communications] from the Study Text Edition 2015. LO1.1.2: Describe with simple

examples the goals, patterns (formal and informal) and channels of business communication.

Communication process

LO1.2.1: Define “communication process”.

LO1.2.1 & LO1.2.2: Chapter#1 [The communication process] from

the Study Text Edition 2015.

LO1.2.2: Explain and illustrate the components of the communication process, namely: context, sender, message, medium, recipient and feedback.

LO1.2.3: Identify the information needs of the organization and its sources, levels, and usefulness for effective communication.

LO1.2.3: Chapter#2 [Business communications] from the

Study Text Edition 2015.

LO1.2.4:Explain with simple examples the barriers to effective communication.

LO1.2.4: Chapter#1 [The communication process] from

the Study Text Edition 2015.

LO1.2.5: Describe different methods of communication and also state its appropriate medium.

LO1.2.5: Chapter#1 [The communication process] from

the Study Text Edition 2015.

LO1.2.6: Classify different types of communication networks and describe their influence on the communication process within an organization.

LO1.2.6: Chapter#11 [Communication] from

“Organizational behaviour” by Stephen Robbins. Chain, wheel, all channel 389

Seven C’s of effective

LO1.3.1: Describe with simple examples the seven C’s of effective

LO1.3.1 & LO 1.3.2: Chapter#3 [Seven Cs of effective

communication communication.

communication] from the Study Text Edition 2015.

LO1.3.2: Identify weaknesses in a given simple communication process applying the Seven C’s concept and suggest corrections.

Intra-personal and Interpersonal skills

Nature of Intra-personal communication

LO2.1.1: Develop an awareness and appreciation of the importance of intrapersonal communication.

LO2.1.1 & LO 2.1.2: Chapter#5-6 [Perception and individual decision

making AND LO2.1.2: Identify the basic aspects of

intrapersonal communication including self-concept, perception and expectation.

Motivation concepts] from “Organizational behaviour” by Stephen Robbins.

Perception 157Self-concept – Herta pg 448

Nature of Interpersonal communication

LO2.2.1: Identify the axioms of interpersonal communication.

LO2.2.1: Chapter#1 [The communication process] from

the Study Text Edition 2015.

LO2.2.2: Specify the purposes of interpersonal communication.

LO2.2.2: Chapter#1 [Effective communication in

business] from “Effective Business Communication” by Herta A. Murphy.

Nothing in chapter 1

IPC is chapter 16

LO2.2.3: Determine the role of stereotypes in the communication process.

LO2.2.3: Chapter#5 [Perception and individual decision

making] from “Organizational behaviour” by Stephen Robbins.

Stereotyping 163

LO2.2.4: Identify the role of communication conflict in intercultural relationships.

LO2.2.4: • Chapter#3 [Communicating

Interculturally] from “Excellence in business communication” by John V. Thill and Courtland L.Bovee.

The basics of intercultural BC pg 40 to 48

• Chapter#3 [Business communication and the global context] from “Effective Business Communication” by Herta A. Murphy.

National cultural variables pg 76 to 82Individual cultural variables pg 82 to 88

LO2.2.5: Explain the key ways to improve interpersonal skills.

LO2.2.5: • Chapter#1 [What is Organizational

behaviour?] from “Organizational behaviour” by Stephen Robbins.

• Chapter#1 [Effective communication in business] from “Effective

Business Communication” by Herta A. Murphy.

The importance of IPS pg 4

Nothing relevant in chap 1Some relevant material in chapter 16

LO2.2.6: Identify the elements and traits of ethics in interpersonal communication.

LO2.2.6: • Chapter#1 [Communicating

successfully in an organization] from “Excellence in business communication” by John V. Thill and Courtland L.Bovee.

• Chapter#4 [Business communication and the ethical context] from “Effective Business Communication” by Herta A. Murphy.

Characteristics of effective organizational communication pg 11 to 13

Influences on personal ethics pg 99 to 103Communication and ethical issues pg 103 to 118

Critical Thinking LO2.3.1: Explain the difference between creative thinking and critical thinking.

LO2.3.1 & LO2.3.2: Chapter#5 [Perception and individual decision

making] from “Organizational behaviour” by Stephen Robbins.

Not in the book

LO2.3.2: Assess the effect of critical thinking over communication.

Non-verbal communication

LO2.4.1: Identify forms of non-verbal communication including facial

LO2.4.1 & 2.4.2: • Chapter#2 [Understanding business Pg 21 to 22

expressions, posture, gestures, eye contact, voice and touch.

communication] from “Excellence in business communication” by John V. Thill and Courtland L.Bovee.

• Chapter#1 [Effective communication in

business] from “Effective Business Communication” by Herta A. Murphy.

LO2.4.2: Explain the uses of nonverbal messages. 21 to 26

Verbal communication

LO2.5.1: Contrast between oral and written communication.

LO2.5.1, LO2.5.2 & LO2.5.3: • Chapter#16-17 [Interviewing for employment

and following up AND Listening, interviewing and conducting meetings] from “Excellence in business communication” by John V. Thill and Courtland L.Bovee.

• Chapter#14,15,16, 17 [Strategies for successful

speaking and successful listening, Strategies for successful informative and persuasive speaking, Strategies for successful interpersonal communication AND

Ch 16 pg 402 to 403Ch 17 – meeting pg 435 to 436

LO2.5.2: Explain and account for the basic forms of oral communication including; face to face communications, interviews, telephone conversations, grapevine, negotiations, meetings, lecture/speech.

LO2.5.3: Contrast between speaking and listening skills.

Ch 14 – pg 401 to 403Ch 15 – pg 409 to 414Ch 16 – pg 456 to 462 Ch 17 – pg 472 to 474

Strategies for successful business and group meetings] from “Effective Business Communication” by Herta A. Murphy

LO2.5.4: Develop a personal, constructive approach to dealing with conflict situations through speech communication strategies of conflict resolution.

LO2.5.4: Chapter#15 [Conflict and negotiation] from

“Organizational behaviour” by Stephen Robbins.

533 to 534

LO2.5.5: Explain the principles of preparing and delivering an effective

LO2.5.5: • Chapter#15 [Strategies for successful Ch 15 not relevant

public speech.

informative and persuasive speaking] from “Effective Business Communication” by Herta A. Murphy.

• Chapter#18 [Giving speeches and oral

presentations] from “Excellence in business communication” by John V. Thill and Courtland L.Bovee.

Ch 14 is relevant

Full chapter

LO2.5.6: Explain the importance of listening in effective business communication.

LO2.5.6 & LO2.5.7: Chapter#4 [Listening skills] from the Study

Text Edition 2015.

LO2.5.7: Describe types and barriers to listening.

Visual communication

LO2.6.1: Assess the role of visual communication in simplifying and comparing information and illustrating trends and ideas.

LO2.6.1: Appendix A from “Effective Business

Communication” by Herta A. Murphy.

Pg 564 to 577

Written Communication

LO2.7.1: Classify the type of business letters and circulars.

LO2.7.1 & LO 2.7.2: Chapter#5 & 6 [Written business messages

AND Letters and circulars] from the Study Text Edition 2015.

LO2.7.2: Determine the qualities of an effective letter and circular.

LO2.7.3: Describe the different components of business letter.

LO2.7.3: Chapter#6 [Letters and circulars] from the

Study Text Edition 2015.

LO2.7.4: Explain the salient features of the persuasive letters and circulars.

LO2.7.4 Chapter#5 [Written business messages] from

the Study Text Edition 2015.

LO2.7.5: State the meaning and purpose of a short business report.

LO2.7.5 & 2.7.6: Chapter#7 [Business reports] from the Study

Text Edition 2015.

LO2.7.6: Describe the contents of a business report.

LO2.7.7: Differentiate between different types of reports.

LO2.7.7 & 2.7.8: • Chapter#12, 13 and14 [Writing Short reports,

Planning long reports AND Completing formal reports and proposals] from “Excellence in business communication” by John V. Thilland Courtland L.Bovee.

• Chapter#11-12 [Short reports AND

Long (formal) reports] from “Effective Business Communication” by Herta A. Murphy.

LO2.7.8: Explain the contents of different types of reports.

Ch 12 Table 12.1Ch 13 not relevantCh 14 headings only

Basic concepts Only headings

Communication via the internet

Website hosting (types and services)

LO3.1.1: State meaning, types and services of web hosting.

LO 3.1.1: Chapter#8 [Communication via the internet]

from the Study Text Edition 2015.

Types of electronic communication

LO3.2.1: Explain the main features and practical use of social networking forums, blogs, podcasting, discussion boards, messaging, video conferencing and email.

LO3.2.1 & LO 3.2.2: Chapter#4 & 5 [Communicating through

technology AND Planning business messages] from “Excellence in business communication” by John V. Thill

Ch 4 pg 65 to 70Ch 5 pg 89 to 91

LO3.2.2: Discuss the benefits and limitations of various types of electronic communication.

and Courtland L.Bovee.

• Chapter#5 [Business communication and the technology context] from “Effective Business Communication” by Herta A. Murphy.

120 to 127

• Chapter#11 [Communication] from “Organizational behaviour” by Stephen Robbins.

• Chapter 8 [Communication via the internet]

from the Study Text Edition 2015.

391 – 396

Summary

Books’ names Relevant Chapters

ICAP’s study text – Edition 2015 All chapters are relevant. For chapters 5, 6 and 7, bear in mind that students are only required to assimilate the types, features and contents of different types of written communication. They would not be asked to produce any written communication.

“Organizational behaviour” by Stephen P. Robbins, Timothy A. Judge, Seema Sanghi [13th Edition]

Chapters 1, 5, 6, 11, 15

“Effective Business Communication” by Herta A. Murphy [7th Edition]

Chapters 1, 3, 4, 5, 11, 12, 14, 15, 16, 17 and Appendix A

“Excellence in business communication” by John V. Thill and Courtland L.Bovee [4th Edition]

Chapters 1, 2,3, 4, 5, 12, 13, 14, 16, 17, 18