CSCM/J/20

course outline

1.     Introduction to communication skills

 ü  Definition of terms

2.      Effective communication

 ü  Definition of terms

ü  Stages/steps of communication process

ü  Importance of feedback in communication

ü  Importance of effective   communication

3.      Barriers of effective communication

ü  Socioeconomic  factor

ü  Age

ü  Noise

ü  Language barrier

ü  Health

ü  Competition for attention

ü  Lack  of a logical sequence in communication 

4.      forms  of communication

ü  written communication

ü  verbal/oral communication

ü  nonverbal  communication

ü  audio communication

ü  visual communication

ü  audio visual communication

5.      Types of communication

ü  Formal communication

ü  Informal communication

ü  Internal communication

ü  External communication

ü  Interpersonal communication

ü   Intrapersonal communication

6.      Interviews

 ü  Definition of  terms

ü  Types of interviews

ü  Importance of interviews in an organization

 7.      Office etiquette, Diplomacy and protocol

ü  Definition of  terms

ü  Importance of etiquette, Diplomacy and protocol

8.      Meetings

ü  Definition of terms

ü  Types of meetings

ü  Importance of meetings in an organization

ü  Minutes

ü  Types  of minutes

ü   Minutes writing

9.      Writing skills

 ü  Punctuation marks

ü  Functional writing

ü  Language use

ü  Essay writing

10.    Summary writing

ü  Definition of terms

ü  Steps  in summary writing

ü  Importance of summary writing

 

          11. Report Writing

ü  Definition of  terms

ü  Types of reports

ü  Importance of  reports in an organization

   12. Customer care and public relations

ü  Definition of  terms

ü  Importance of customer care and public relations

ü  Challenges faced by customers

13. Emerging issues and trends in communication