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Communication Skills

Information Communication Technology · Level 6  ·  5 Chapters

Compiled by: Mary Jemutai

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What Communication Skills covers

A message passes through a channel, a writer or speaker and a listener, and Communication Skills at Information Communication Technology Level 6 trains each part. The process of communication, the principles that make it effective, how to select a channel and what blocks communication come first. Written communication follows with its types, elements and what an organization requires. Body language, posture, gestures and the dress code make up the non-verbal outcome. Oral work covers pathways, questioning, workplace etiquette and listening actively. In group discussion you establish rapport, resolve issues, draw up action plans, organize the group, take turns and settle conflicts.

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Careers after Communication Skills

Every ICT job has a communication side: reports to write, calls to take, meetings to join. These roles show where each outcome of the unit is used, from the first choice of channel to the last group discussion.

  • Cyber cafes and business centres in Machakos - deal with walk-in customers, observe the dressing code and workplace etiquette, and explain services orally.
  • IT consulting practices in Eldoret - prepare proposals and written reports that meet the organization's requirements for written communication.
  • Network operations rooms in Nairobi - pass information across the organization using the correct flow and patterns of communication, and handle barriers to effective communication as they arise.
  • Software testing teams in Kakamega - facilitate group discussions, establish rapport and resolve issues between colleagues.
  • Public sector ICT units in Kisii - use sources of information and organizational policies when briefing departments.

In each case the unit's five outcomes work together: channel, writing, body language, speech and 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
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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