Paper 2

COMMUNICATION SKILLS

This paper is intended to equip the candidate with the knowledge, skills and attitude that will enable him/her to communicate clearly and concisely, orally and in writing in formal and informal situations.

On completion, a candidate should be able to

Communicate effectively and ethically in an organization using different media
Use non-verbal cues effectively in communication
Demonstrate effective presentation skills
Apply the protocols of team and virtual groups’ communication
Write formal reports and proposals
Apply information technology in communication

Content

1
Introduction to communication
1. 1.1
  Meaning of communication
2. 1.2
  Role of communication in an organisation
3. 1.3
  Elements of communication
4. 1.4
  The communication process
5. 1.5
  Principles of effective communication
6. 1.6
  Essential of an effective communication system
7. 1.7
  Barriers to effective communication
2
Types of communication
1. 2.1
  Formal and informal communication
2. 2.2
  Flow of communication in an organisation
3. 2.3
  Grapevine communication
4. 2.4
  Internal and external communication
5. 2.5
  Interpersonal and intrapersonal communication
6. 2.6
  Cross-cultural communication
7. 2.7
  E-mail
8. 2.8
  Visual communication - graphs/charts/tables/diagrams/pictures
3
Oral communication
1. 3.1
  Meaning of oral communication
2. 3.2
  Importance of oral communication
3. 3.3
  Types of oral communication - Face to face and telephone conversations
4. 3.4
  Effective listening -The listening process, principles of effective listening, listening techniques, barriers to effective listening
5. 3.5
  Interviews - Types, purpose, preparation and conduct of interviews
6. 3.6
  Persuasive communication - Meaning, objectives, creating persuasive messages, approaches to persuasion
4
Non-verbal communication
1. 4.1
  Meaning and importance of non-verbal communication
2. 4.2
  Forms of non-verbal communication
3. 4.3
  Effective use of non-verbal communication
4. 4.4
  Barriers to effective non-verbal communication
5
Writing skills
1. 5.1
  Sentence construction and paragraph development
2. 5.2
  Business letters
3. 5.3
  Memorandum
4. 5.4
  Posters and notices
5. 5.5
  Forms and questionnaires
6. 5.6
  Circulars and newsletters
7. 5.7
  Advertisements and publicity materials
8. 5.8
  Documents used in business transactions - letter of enquiry, catalogue, quotation, purchase order, invoice, credit note, debit note, others
9. 5.9
  CVs and resume
6
Public speaking and presentation
1. 6.1
  Effective presentation skills
2. 6.2
  Audience analysis
3. 6.3
  Selecting and researching the topic
4. 6.4
  Preparation and organisation of an effective presentation
5. 6.5
  Structure of presentation
6. 6.6
  Presentation aids
7. 6.7
  Public speeches - Structure and delivery of public speeches
8. 6.8
  PowerPoint presentations
7
Group and team communication
1. 7.1
  Group communication networks
2. 7.2
  Team communication
3. 7.3
  Communicating in virtual groups and teams-group e-mails, what’s app groups, social media
4. 7.4
  Meetings - Types, role of members, preparation, conduct, documents used in meetings
5. 7.5
  Conferences and symposia
8
Report and proposal writing
1. 8.1
  Types and purpose of reports
2. 8.2
  Structure and content of reports
3. 8.3
  Types and uses of proposals
4. 8.4
  Structure and content of proposals
5. 8.5
  Writing of formal reports and proposals
9
Information technology and communication
1. 9.1
  Role and impact of technology in communication
2. 9.2
  Communication networks - Internet, intranet and extranet
3. 9.3
  Teleconferencing and video conferencing
4. 9.4
  Webinar
5. 9.5
  Wireless technology
10
Ethics in communication
1. 10.1
  Role of ethical communication in an organisation
2. 10.2
  Principles of ethical communication
3. 10.3
  Ethical issues in communication
4. 10.4
  Enhancing ethical communication in an organisation
5. 10.5
  Factors influencing ethical communication
6. 10.6
  Ethical dilemmas in communication
7. 10.7
  Handling ethical dilemmas in communication