Communication Skills CPA KASNEB notes

1 Introduction to communication

– Meaning of communication
– Role of communication in an organisation
– Elements of communication
– The communication process
– Principles of effective communication
– Essential of an effective communication system
– Barriers to effective communication

2. Types of communication

– Formal and informal communication
– Flow of communication in an organisation
– Grapevine communication
– Internal and external communication
– Interpersonal and intrapersonal communication
– Cross-cultural communication
– E-mail
– Visual communication – graphs/charts/tables/diagrams/pictures

3. Oral communication

– Meaning of oral communication
– Importance of oral communication
– Types of oral communication-face to face and telephone conversations
– Effective listening-The listening process, principles of effective listening, listening techniques, barriers to effective listening
– Interviews-types, purpose, preparation and conduct of interviews
– Persuasive communication- meaning, objectives, creating persuasive messages, approaches to persuasion

4. Non-verbal communication
– Meaning and importance of non-verbal communication
– Forms of non-verbal communication
– Effective use of non-verbal communication
– Barriers to effective non-verbal communication`

5. Writing skills

– Sentence construction and paragraph development
– Business letters
– Memorandum
– Posters and notices
– Forms and questionnaires
– Circulars and newsletters
– Advertisements and publicity materials
– Documents used in business transactions – letter of enquiry, catalogue, quotation, purchase order, invoice, credit note, debit note, others
– C.V and resume

6. Public speaking and presentation

– Effective presentation skills
– Audience analysis
– Selecting and researching the topic
– Preparation and organisation of an effective presentation
– Structure of presentation
– Presentation aids
– Public speeches-structure and delivery of public speeches
– PowerPoint presentations

7. Group and team communication

– Group communication networks
– Team communication
– Communicating in virtual groups and teams-group e-mails, what’s app groups, social media
– Meetings- types, role of members, preparation, conduct, documents used in meetings
– Conferences and symposia

8. Report and proposal writing

– Types and purpose of reports
– Structure and content of reports
– Types and uses of proposals
– Structure and content of proposals
– Writing of formal reports and proposals

9. Information technology and communication

– Role and impact of technology in communication
– Communication networks- internet, intranet and extranet
– Teleconferencing and video conferencing
– Webinar
– Wireless technology

10. Ethics in communication

– Role of ethical communication in an organisation
– Principles of ethical communication
– Ethical issues in communication
– Enhancing ethical communication in an organisation
– Factors influencing ethical communication
– Ethical dilemmas in communication
– Handling ethical dilemmas in communication

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