Communication Skills notes Pdf KNEC

Description

Introduction
This module unit is intended to equip the trainee with knowledge, skills and attitudes to enable him/her, process information and communicate effectively at the work place.

General Objectives

At the end of this module unit, the trainee should be able to:

1. Use communication skills appropriately in the work place
2. Develop necessary skills for effective communication
3. Use of different modes and forms of communication in an organisation
4. Apply Information Communication Technology (ICT) in communication
5. Develop the necessary writing skills for various documents
6. Apply official etiquette, protocol and diplomacy at the work place
7. Cope with emerging issues and trends in communication skills

Topic 1: Introduction to Communication

• Definition of terms and concepts used in communication
• Purpose of communication
• Essentials of effective communication
• Role of Information and Communication Technology (ICT) in Communication

Topic 2: Communication Process

• Channels of communication
• Advantages and disadvantages of channels of communication
• Stages of communication process
• Barriers to effective communication
• Strategies for overcoming barriers to effective communication
• Basic concepts of transmission and receipt of communication
• Ethical issues in communication

Topic 3: Classification of Communication

• Types of communication
• Use of various types of communication

Topic 4: Forms of Communication

• Forms of communication
• Advantages and disadvantages of each form of communication

Topic 5: Channels of Communication

• Channels of communication
• Advantages and disadvantages of each channel of communication

Topic 6: Official Etiquette, Protocol and Diplomacy

• Meaning of etiquette, protocol and diplomacy
• Official etiquette
• Protocol and diplomacy

Topic 7: Writing Skills

• Use of punctuation marks in writing
• Courtesy in writing
• Paragraph development
• Essay writing
• Functional writing

Topic 8: Summary

• Importance of summary writing
• Steps in summary writing

Topic 9: Report Writing Skills

• Meaning of a report
• Role of reports in an organisation
• Forms and types of reports
• Formats of reports
• Steps taken in preparation of report writing
• Writing, editing and dissemination of reports
• Referencing styles used in reports
• Preparation of power point slides

Topic 10: Conducting Meetings and Minute Writing

• Definition of the terms meetings and minutes
• Role of meetings and minutes in organizations
• Types of meetings
• Types of minutes
• Planning and conducting meetings
• Procedure for minute writing
• Challenges faced in conducting of meetings and minute writing
• Advantages and disadvantages of meetings

Topic 11: Interviews

• Meaning of interview
• Purpose of interviews in an organisation
• Types of interviews
• Preparation for an interview
• Interviewing skills

Topic 12: Public Relations and Customer Care

• Definition of terms public, customer and public relations
• Types of customers
• Role of public relations and customer care in an organisation
• Interpersonal/Human relations skills
• Customer care and public relations skills
• Challenges faced in public relations and customer care