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Paper 0031 541 01A

COMMUNICATION SKILLS

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This unit covers the competencies required to demonstrate communication skills. It involves, meeting the communication needs of internal and external customers, developing communication strategies, establishing, and maintaining communication pathways, conducting interviews, facilitating group discussions, and representing the organization.

On completion, a candidate should be able to

  • Meet communication needs of internal and external customers
  • Develop communication strategies
  • Establish and maintain communication pathways
  • Promote effective communication strategies
  • Conduct interview
  • Facilitate group discussion
  • Make presentation

Content

  1. 1

    Meet communication needs of internal and external customers

    Meet communication needs of internal and external customers

    1. 1.1

      Communication process

    2. 1.2

      Modes of communication

    3. 1.3

      Medium of communication

    4. 1.4

      Effective communication

    5. 1.5

      Barriers to communication

    6. 1.6

      Flow of communication

    7. 1.7

      Sources of information

    8. 1.8

      Organizational policies

    9. 1.9

      Organization requirements for written and electronic communication methods

    10. 1.10

      Report writing

    11. 1.11

      Effective questioning techniques (clarifying and probing)

    12. 1.12

      Workplace etiquette

    13. 1.13

      Ethical work practices in handling communication

    14. 1.14

      Active listening

    15. 1.15

      Feedback

    16. 1.16

      Interpretation

    17. 1.17

      Flexibility in communication

    18. 1.18

      Types of communication strategies

    19. 1.19

      Elements of communication strategy

  2. 2

    Develop communication strategies

    Develop communication strategies

    1. 2.1

      Dynamics of groups

    2. 2.2

      Styles of group leadership

    3. 2.3

      Openness and flexibility in communication

    4. 2.4

      Communication skills relevant to client groups

  3. 3

    Establish and maintain communication channels

    Establish and maintain communication channels

    1. 3.1

      Types of communication channels

  4. 4

    Promote effective communication strategies

    Promote effective communication strategies

    1. 4.1

      Application of elements of communication strategies

    2. 4.2

      Effective communication techniques

  5. 5

    Conduct interview

    Conduct interview

    1. 5.1

      Types of interviews

    2. 5.2

      Establishing rapport

    3. 5.3

      Facilitating resolution of issues

    4. 5.4

      Developing action plans

  6. 6

    Facilitate group discussion

    Facilitate group discussion

    1. 6.1

      Identification of communication needs

    2. 6.2

      Dynamics of groups

    3. 6.3

      Styles of group leadership

    4. 6.4

      Presentation of information

    5. 6.5

      Encouraging group member’s participation

    6. 6.6

      Evaluating group communication strategies

  7. 7

    Make presentation

    Make presentation

    1. 7.1

      Presentation techniques

    2. 7.2

      Development of a presentation

    3. 7.3

      Multi-media utilization in presentation

    4. 7.4

      Communication skills relevant to client groups