LESSON PLAN

SUBJECT & CODE: Business Communication & BCA 304

COURSE: BCA-IIIrd Semester

NAME OF FACULTY: Ms.Rajvinder Deol

Course Objective: Understand the communication concepts. Practically apply various components of business communication

Unit Teaching Aids Sign Remarks

Topics to be covered Date
Unit-1 Introduction To Communication: Lecture cum
 Meaning Process and Significance of Presentation Base
Communication
 Nature of communication and it’s definition Lecture cum
Presentation Base
 Need and importance of communication skills Lecture cum
Presentation Base
 Basic types of communication-Reading Lecture cum
Presentation Base
 Writing-Listening-Speaking Lecture /
Discussion /Debate
 Communication cycle. Lecture cum
Presentation Base

Unit-2 Channels and Methods of Communication: Lecture and

 Forms of communication- Formal , Informal Discussion real life
examples
 Direction of Communication-Downward Upward,
Horizontal, Diagonal, Rumor, Grapevine Lecture and
Discussion/ Case let
Problems
Barriers of Communication : Lecture and
Unit-3  Barriers of communication, Discussion
 Types of Barriers and ways in overcoming barriers Lecture and case
discussion with teams
Unit-4 7 C’s : Presentation
 Seven C’s of communication

Unit-5 Oral and written communication: Lecture and

 Written Communication. Discussion
 The process of formal written Communication Discussion and
(deciding purpose, analyzing audience, designing Writing
a message, organizing, selecting, arranging ideas
and preparing outlines, developing message)
 Merits and limitations of oral and Written Lecture and
Communication Discussion

Unit-6 Business Correspondence In Organization:

 Business Letters, Structure and layout of a Discussion

business letter with Examples
 Enquiry, letter of reply, letter of order, letter of Discussion and
execution Practice by students
 letter of complaint, letter of collection Précis Discussion and
writing Practice by students
 Paragraph writing Discussion and
Practice by students
 Reading comprehension Articles/ Newspaper
reading by students
 Presentation skills. Presentation and
Presentation by
Students
Unit-7 Non Verbal Communication Lecture and
 Types of Nonverbal communication Discussion
 Kinesics,Proxemics,Chronemics, Paralanguage Discussion with
examples
Unit-8 Business language and Presentation: Lecture
 Importance of Business language
 Vocabulary Words often confused Discussion and
Practice by Students
with worksheets
 Words often misspell, Common errors in English Discussion and
Practice by Students
with worksheets
 Oral Presentation Importance, Characteristics. Lecture cum
presentation
 Presentation Plan, Power point presentation Presentation by
Group of Students
Suggested Book:
1. Business communication - T.N. Chhabra, Sun India Publications 2007

Case Studies:
 A Case Study Of Workplace Communication Problem: Strategies For Implementation To Make The Communication Process More
Effective.
 Case Study Assignment on Role of Effective Communication in Volvo, UK

Activities:
Aggressive Communication Scenario No. 1
The chatty and demanding customer

Scenario: A customer makes it clear that he wants speedy service, but then he interrupts your interaction by taking a phone call and moves to the
other side of the room. When you turn to help the next customer, the chatty customer gets angry and asserts his right to be served first. His loud
phone conversation continues to interfere with your ability to serve him. He appears oblivious to the havoc he is creating.
Aggressive Communication Scenario No. 2
The disgruntled customer

Scenario: A customer enters your business, clearly angry, and he wants to vent about an unsatisfactory experience with your product or service. He
not only demands a refund but also wants to know how you're going to “make things right.”

Optimal outcome: It may not seem so, but this customer presents a golden opportunity for your business – a chance to reform him into a brand
ambassador (or something just short of this distinction). Hear him out. Accept responsibility. Apologize sincerely and repeatedly. Refund his
money promptly, and then offer to do something above and beyond, ensuring him that you won't rest until he is content.