International Institute for Learning, Inc.
Business Analysis
Communication Skills for Business Analysts
Real-world Effective Communications
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Traditional Classroom
Course No.:
2 Days
Credits: 14 PDUs  •  1.4 CEUs
14 PD Hours  •  14 CDUs
Virtual Classroom
Course No.:
Four 3-hour sessions
Credits: 12 PDUs  •  1.2 CEUs
12 PD Hours  •  12 CDUs

No prerequisites: This course is suitable for both novices and experienced people who need to develop or improve communications capabilities.

Course Level:



Through interactive workshops, self-assessments, and role-playing activities, you gain practical experience initiating and responding to various forms of communication. You will also learn to handle many different situations based on proven, flexible, genuine, and self-confident approaches.


About the Program
This course teaches participants the value of effective communication, proven approaches, and processes within the context of the role of the business analyst.  The interactive course combines challenging discussions and demonstrations of techniques. The goal is bottom-line results that cut through the real-world problems facing people seeking to improve the way they operate and deliver meaningful performance and results. 

Who Should Attend
It is important for you to attend if you:

  • Work as a business analyst
  • Define and manage requirements

Performance Focus

  • The principles and proven methods of communications
  • Practice in the application of communications 
  • Recognizing and being effective in communications in real-world settings 

What You Will Learn
You will learn how to:

  • Identify obstacles and overcome roadblocks in communication
  • Understand and exploit “hidden” communication techniques
  • Analyze and employ individual and group communication forms
  • Be effective in special communication situations

Course Overview

Getting Started

  • Introductions
  • Course structure
  • Course goal
  • Course objectives
  • Target audience

Communication Basics
Learners learn and define the obstacles to communication and ways to overcome the roadblocks through a series of exercises.  They are introduced to communication models and principles such as Miller’s Law and the principles of active listening to improve their basic communication skills.

  • Obstacles to communicating effectively (exercise to define reasons why we don’t communicate well)
  • The primary purposes of communication
  • How communication works
  • Communication barriers (group exercise to determine how to overcome recognized communication barriers)
  • General methods for increasing the flow of communication
    • Miller’s Law
    • Active listening
    • The power of the pause

“Hidden” Communication Techniques 
Learners are exposed to body language, learning styles, communication responsibility (especially cultural), framing, and aspects of communication other than the words.

  • How we communicate
  • Body language (graphical exercise challenging participants to determine the communication based on the body language shown)
  • Learning styles
  • Determine the communication approach based on the learning style (exercise to determine how to best communicate)
  • Structure of a communication session
  • Dialog versus conversation versus discussion
  • Setting a frame for discussion (exercise in framing)
  • Identifying hidden agendas (exercise )

Individual and group sessions
Learners discuss and analyze the two basic forms of communication: one-on-one individual interviews or discussions, and group meetings.

  • Comparing the interview and the group information-gathering session (class exercise )
  • Key elements of a one-on-one session to increase communication (brainstorming exercise with participants )
  • Group sessions
  • Moderator versus facilitator
  • Disruptive behavior in meetings (class exercise)
    • Face-to-face
    • Virtual
  • Virtual communication
  • Comparing face-to-face with virtual communication
  • Prepare for a communication session (group exercise)
  • Conduct a virtual communication session (group exercise)
  • Follow-up communication to the communication

Other Communication Situations
The participants will review and practice special situations that business analysts may be involved with such as negotiation, mediation, and conflict resolution.

  • Influencing
    • Influence strategies
    • Applying influence strategies (class exercise)
  • Negotiation
    • Approaches to avoid
    • Principled negotiation
    • Negotiating (group exercise)
  • Mediation
    • Mediation preparation
    • Mediating (class exercise)
  • Conflict resolution
    • Five forms of conflict resolution (class exercise)
    • Resolve a conflict (class exercise)
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