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:
- Use communication skills appropriately in the work place
- Develop necessary skills for effective communication
- Use of different modes and forms of communication in an organisation
- Apply Information Communication Technology (ICT) in communication
- Develop the necessary writing skills for various documents
- Apply official etiquette, protocol and diplomacy at the work place
- 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
Topic 13: Emerging Issues in Communication
- Emerging trends and issues in communication
- Challenges posed by emerging trends and issues
- Ways of coping with emerging trends and issues in communication
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