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Communication Skills

Cyber Security · Level 6  ·  5 Chapters

Compiled by: Winnie Apiyo

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What Communication Skills covers

Messages in an ICT workplace travel through many channels, and Communication Skills in Cyber Security Level 6 teaches you to pick, write and speak them well. The unit applies communication channels, including factors in selecting a channel, sources of information and organizational policies. It then turns to written communication skills and non-verbal skills such as gestures and dress code. Oral communication covers questioning techniques, workplace etiquette and active listening, and the unit ends with group discussion: facilitating resolution of issues, group organization techniques and conflict resolution.

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Careers after Communication Skills

Technical staff move up when they can speak and write clearly, and this unit supports that across the full range of ICT workplaces where information must reach the right person.

  • County government ICT offices in Nyeri - you follow organizational policies and the right communication channel when passing information between departments.
  • Telecom network operations centres in Thika - you maintain oral communication pathways and keep communication flowing between shifts.
  • Banking IT departments in Kakamega - you update written communication guidelines and apply workplace etiquette with colleagues and clients.
  • Computer repair shops in Kisii - you use effective questioning and active listening to find out what is wrong with a customer's device.
  • School and college ICT labs in Embu - you organize groups, take turns in discussion and settle disagreements with conflict resolution techniques.

Together these settings cover the five outcomes of the unit, from channels and written work to group discussion.

Chapters

1
Apply communication channels
8 topics
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2
Apply written communication skills
3 topics
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3
Apply non-verbal skills
3 topics
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4
Apply oral communication skills
4 topics
Open chapter →
5
Apply group discussion skills
7 topics
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What Communication Skills covers: 25 main topics in 5 chapters

1. Apply communication channels

  1. 1.1 Communication Process
  2. 1.2 Principles of effective communication
  3. 1.3 Channels/medium/modes of communication
  4. 1.4 Factors to consider when selecting a channel of communication
  5. 1.5 Barriers to effective communication
  6. 1.6 Flow/patterns of communication
  7. 1.7 Sources of information
  8. 1.8 Organizational policies

2. Apply written communication skills

  1. 2.1 Types of written communication
  2. 2.2 Elements of communication
  3. 2.3 Organization requirements for written communication

3. Apply non-verbal skills

  1. 3.1 Utilize body language and gestures
  2. 3.2 Apply body posture
  3. 3.3 Apply workplace dressing code

4. Apply oral communication skills

  1. 4.1 Types of oral communication pathways
  2. 4.2 Effective questioning techniques
  3. 4.3 Workplace etiquette
  4. 4.4 Active listening

5. Apply group discussion skills

  1. 5.1 Establishing rapport
  2. 5.2 Facilitating resolution of issues
  3. 5.3 Developing action plans
  4. 5.4 Group organization techniques
  5. 5.5 Turn-taking techniques
  6. 5.6 Conflict resolution techniques
  7. 5.7 Team-work

Revise this unit

Exam-style questions 70 Written to CDACC standard, with answers Test yourself 158 Multiple-choice, one at a time Practise questions 132 Quick recall — check you know the facts
3 more for this unit
Oral exam preparation 37 What the assessor asks, and how to answer out loud Worked calculations 14 Step-by-step maths with the common mistakes Quick cards 790 Myth busters, skill tips and scenarios

Beyond the syllabus

Decision simulator 4 On site, what would you do? Workplace scenarios 80 Real site situations — what would you do? Turn this into income 48 Where this skill earns — what to charge, how to find clients

Other units in Module I