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Communication Skills

Information Communication Technology · Level 5  ·  5 Chapters

Compiled by: Caroline Akoth

Can I download Communication Skills notes as a PDF?

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What Communication Skills covers

Communication Skills equips Information Communication Technology Level 5 learners to choose channels, write, speak, listen and discuss in groups at work. Channels covers the communication process, principles of effective communication, selecting a channel, barriers, flow of communication, sources of information and organizational policies. Written communication covers types, elements and organizational requirements. Non-verbal skills cover body language, gestures, posture and the dressing code. Oral communication covers pathways, effective questioning, etiquette and active listening. Group discussion skills cover rapport, issue resolution, action plans, group organization, turn-taking, conflict resolution and team-work.

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Careers after Communication Skills

Clear communication decides whether a user understands a fix, a client approves a quote and a team stays in step. The roles below use the unit's channel, written, non-verbal, oral and group skills.

  • Customer support desks for internet service providers in Mombasa - choose the right channel, listen actively and explain faults in plain words to users.
  • Technical writing roles in software companies in Kisumu - write user guides and reports to organizational requirements for written communication.
  • College computer classrooms in Nyeri - use body language, posture and questioning techniques to keep a class engaged.
  • Project teams at systems integration firms in Nakuru - run group discussions, set action plans, take turns and resolve conflicts.
  • Phone and email sales desks for hardware suppliers in Thika - build rapport and apply workplace etiquette over oral and written pathways.

Each role depends on picking the right channel and then using it clearly.

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
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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 IV