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16.2.0 COMMUNICATION SKILLS

16.2.01 INTRODUCTION
This module unit is intended to equip the trainee with
knowledge, skills and attitudes to enable him/her to perform
duties, process information from a variety of sources and
apply communication skills at the work place.

16.2.02 GENERAL OBJECTIVES

By the end of the module unit, the trainee should be able to:
a) Appreciate the importance of communication in the work
place
b) Develop necessary skills for effective communication
c) Appreciate the use of different modes and forms of
communication
d) Appreciate the role of information and communication
technology in communication
e) Develop the necessary writing skills for various
documents
f) Appreciate official etiquette, protocol and diplomacy at
the work place
g) Appreciate emerging issues in communication

16.2.03 MODULE UNIT SUMMARY AND TIME

ALLOCATION

COMMUNICATION SKILLS
Code Sub-Module Unit Content Time
Hrs
16.2.1 Introduction To • Terms and concept used
Communication • Essentials to effective
communication
• Role of ICT in communication 4
16.2.2 Communication • Stages of communication
Process process
• Barriers to effective
communication
• Ways of overcoming barriers
• Basic concepts of transmission

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and receipt of a message

• Feedback mechanism 2
• Ethical issues in
communication
16.2.3 Classification Of • Types of communicatio0n
Communication • Use of various types of
communication 4
16.2.4 Forms Of • Forms of communication
Communication • Advantages and disadvantages 4
of
16.2.5 Channels Of • Communication channels
Communication • Advantages and disadvantages 5
16.2.6 Official Etiquette, • Meaning of etiquette, protocol
Protocol And and diplomacy 5
Diplomacy
16.2.7 Writing Skills • Punctuation marks
• Courtesy in writing
• Paragraph development
• Essay writing 10
• Functional writing
16.2.8 Summary • Importance of summary
writing 4
• Essential steps in summary
writing
16.2.9 Report Writing • Definition of a report
Skills • Role of reports
• Formats of reports
• Preparation for report writing
• Report writing , editing and
dissemination
• Referencing styles 8
• Preparation of power point
slides
16.2.10 Conducting • Definition of terms 8
Meetings And • Role of meetings and minutes
Minute Writing • Types of meetings
• Planning and conducting
meetings
• Minute writing
• Challenges in conducting

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meetings
16.2.11 Interviews • Meaning of the term interview 4
• Purpose of interviews
• Types of interviews
• Preparation for an interview
• Interviewing skills
16.2.12 Public Relations • Definition of term 4
And Customer Care • Types of customers
• Role of public relations and
customer care
• Interpersonal and public
relation skills
• Quality management
• Customer care skills
• Challenges faces in public
relation and customer care
16.2.13 Emerging Issues In • Emerging trends and issues in 4
Communication communication
• Challenges posed by emerging
issues and trends
• Ways of coping with emerging
issues and trends
Total 66

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16.2.1 INTRODUCTION TO communication

COMMUNICATION effectively
b) apply essentials of
Theory communication in a
given situation.
16.2.1T0 Specific Objectives
By the end of the sub- Content
module unit, the trainee 16.2.1P1 Effective use of terms
should be able to: and concepts in
a) define terms and communication
concepts used in 16.2.1P2 Application of
communication essentials of
b) explain the purpose communication
of communication
c) explain the essential Competence
steps to effective The trainee should have
communication the ability to use the
d) explain the role of terms and concepts in
Information and communication
Communication effectively in different
Technology (I.C.T.) situations.
in communication.
16.2.2 COMMUNICATION
Content PROCESS
16.2.1T1 Terms and concepts
used in communication Theory
16.2.1T2 Purpose of
communication 16.2.2T0 Specific Objectives
16.2.1T3 Essentials to effective By the end of the sub-
communication module unit, the trainee
16.2.1T4 Role of I.C.T. in should be able to:
communication a) describe the stages
of the
Practice communication
process
16.2.1P0 Specific Objectives b) identify barriers to
By the end of the sub- effective
module unit, the trainee communication
should be able to: c) explain ways of
a) use terms and overcoming barriers
concepts in to effective
communication

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 d) identify basic vii) Attitude of
concepts of sender/receiver and
transmission and others
receipt of a message 16.2.2T3 Ways of overcoming
e) describe feedback barriers to effective
mechanism communication
f) explain ethical 16.2.2T4 Basic concepts of
issues in transmission and receipt
communication. of a message
i) Encoding of
Competence message by the
The trainee should have sender
the ability to ii) Transmission of
i) Apply message through a
communication channel
process in a given iii) Decoding a message
situation by receiver
ii) Overcome barriers iv) Decoding of
to effective feedback by the
communication sender
16.2.2T5 Feedback mechanism
Competence 16.2.2T6 Ethical issues in
The trainee should have communication
the ability to apply the
various types of Practice
communication in a
given situation 16.2.2P0 Specific Objectives
By the end of the sub-
Content module unit, the trainee
16.2.2T1 Stages of should be able to:
communication process c) apply the
16.2.2T2 Barriers to effective communication
communication process in a given
i) Age difference situation
ii) Social economic d) encode and decode
factors messages
iii) Language e) demonstrate ethical
iv) Competition for issues in
attention communication
v) Noise
vi) Environment Content

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16.2.2P1 Application of the By the end of the sub-
process of module unit, the trainee
communication should be able to apply
16.2.2P2 Encoding and decoding the various types of
messages communication in given
16.2.2P3 Demonstration of situations.
ethical issues in
communication Content
16.2.3P1 Application of various
16.2.3 CLASSIFICATION types of communication
OF
COMMUNICATION 16.2.4 FORMS OF
COMMUNICATION
Theory
Theory
16.2.3T0 Specific Objectives
By the end of the sub- 16.2.4T0 Specific Objectives
module unit, the trainee By the end of the sub-
should be able to: module unit, the trainee
a) explain the various should be able to:
types of a) explain the various
communication forms of
b) explain the use of communication
various types of b) discuss the
communication. advantages and
disadvantages of
Content each form of
16.2.3T1 Types of c) communication.
communication
i) Formal Competence
ii) Informal The trainee should have
iii) Internal the ability to use various
iv) External forms of
v) Inter personal communication
vi) Intra-personal effectively

16.2.3T2 Use of various types of Content

communication 16.2.4T1 Forms of
communication
Practice i) Oral
ii) Written
16.2.3P0 Specific Objective iii) Visual

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 iv) Audio-visual communication in a
given situation
16.2.4T2 Advantages and
disadvantages of each Content
form of communication 16.2.5T1 Channels of
communication
Practice i) Vertical
ii) Upwards
16.2.4P0 Specific Objective iii) Downwards
By the end of the sub- iv) Lateral/horizontal
module unit, the trainee v) Diagonal
should be able to use the 16.2.5T2 Advantages and
various forms of disadvantages of each
communication. channel of
communication
Content
16.2.4P1 Using various forms of Practice
communication
16.2.5P0 Specific Objective
16.2.5 CHANNELS OF By the end of the sub-
COMMUNICATION module, the trainee
should be able to role
Theory play the use of different
channels of
16.2.5T0 Specific Objectives communication.
By the end of the sub-
module unit, the trainee Content
should be able to: 16.2.5P1 Role play of use of
a) outline the various different channels of
channels of communication
communication in
an organization 16.2.7 OFFICIAL
b) discuss the ETIQUETTE,
advantages and PROTOCOL AND
disadvantages of DIPLOMACY
each channel of
c) communication. Theory

Competence 16.2.6T0 Specific Objectives

The trainee should have By the end of the sub-
the ability to apply module unit, the trainee
various channels of should be able to:

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 a) explain the meaning 16.2.6P1 Demonstration of
of etiquette, protocol accepted official
and diplomacy etiquette
b) explain the
importance of 16.2.7 WRITING SKILLS
official etiquette
c) explain the accepted Theory
protocol and
diplomacy. 16.2.7T0 Specific Objectives
By the end of the sub-
Competence module unit, the trainee
The trainee should have should be able to:
the ability to: a) determine how to
i) Interact with others use punctuation
without offending marks in a written
ii) Observe protocol document
requirements b) explain the
iii) Exercise diplomacy importance of
in daily interactions courtesy in writing
iv) Adhere to official c) develop well
etiquette constructed
requirements paragraphs
d) explain how to write
Content different types of
16.2.6T1 Meaning of etiquette, essays
protocol and diplomacy e) determine how to
16.2.6T2 official etiquette write different
16.2.6T3 Accepted protocol and functional writing.
diplomacy
Competence
Practice The trainee should have
the ability to:
16.2.6P0 Specific objective i) Punctuate
By the end of the sub- correctly
module unit, the trainee ii) Prepare business
should be able to documents
practice the accepted
official etiquette.
Content
Content 16.2.7T1 Punctuation marks
16.2.7T2 Courtesy in writing

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 i) Use of polite d) write different types
language of functional
ii) Choice of writing.
words
iii) Right Content
expressions 16.2.7P1 Punctuating correctly
16.2.7T3 Paragraph development 16.2.7P2 Demonstrating courtesy
i) sub-module in writing
unit sentence 16.2.7P3 Writing different types
ii) Support details of essays
16.2.7T4 Essay writing 16.2.7P4 Writing different
i) Descriptive functional writing
ii) Explanatory
iii) Narrative 16.2.8 SUMMARY
iv) Argumentative
16.2.7T5 Functional writing Theory
i) Business letters
ii) Memorandum 16.2.8T0 Specific Objectives
iii) Notices By the end of the sub-
iv) Agenda module unit, the trainee
v) Minutes should be able to:
vi) Advertisements a) explain the
vii) E-mail importance of
viii) Facsimile summarizing
messages passages/informatio
- Press n
release b) determine the steps
in note taking when
Practice summarizing
passages,
16.2.7P0 Specific objectives c) reports and
By the end of the sub- conversations.
module unit, the trainee
should be able to: Competence
a) use correct Ability to summarize
punctuation passages, reports and
b) apply courtesy in conversations
writing
c) write different types Content
of essays 16.2.8T1 Importance of summary
writing

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16.2.8T2 Essential steps in g) explain the
summary writing referencing styles
used in engineering
Practice reports
h) prepare power point
16.2.8P0 Specific Objective presentations.
By the end of the sub-
module unit, the trainee Competence
should be able to take The trainee should have
notes and summarize the ability to:
passages, reports and i) Prepare effective
conversations reports
16.2.8P1 Summarizing passages, ii) Adapt reports to
reports and various audiences
conversations. iii) Apply I.C.T. in
report writing,
16.2.9 REPORT WRITING editing and
SKILLS dissemination
iv) Present reports
Theory using power point
presentations
16.2.9T0 Specific Objectives v) Select appropriate
By the end of the sub- referencing styles in
module unit, the trainee engineering
should be able to:
a) define the term Content
report 16.2.9T1 Definition of a report
b) explain the role of 16.2.9T2 Role of reports in an
reports in an organization
organization 16.2.9T3 Types of reports
c) name different types i) Oral
of reports ii) Written
d) explain the formats iii) Management reports
of reports iv) Operations
e) explain the steps to procedures
take in preparation v) Production
for report writing in schedules
engineering vi) Maintenance,
f) explain how to breakdown and
write, edit and accident reports
disseminate reports vii) Entrepreneurship
and trade reports

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 viii) Internal memos Theory
16.2.9T4 Formats of reports
16.2.9T5 Preparation for report 16.2.10T0Specific Objectives
writing By the end of the sub-
i) Audience analysis module unit, the trainee
ii) Reading skills should be able to:
iii) Data collection a) define the terms
iv) Data analysis meetings and
16.2.9T6 Report writing, editing minutes
and dissemination b) explain the role of
16.2.9T7 Referencing styles meetings and
16.2.9T8 Preparation of power minutes in an
point slides organization
c) identify types of
Practice meetings
d) discuss how to plan
16.2.9P0 Specific objectives and conduct
By the end of the sub- meetings
module unit, the trainee e) highlight the
should be able to: challenges faced in
a) prepare different the conduct of
types of reports meetings and
b) edit and minute writing
disseminate reports f) discuss the
c) present a report advantages and
through power point disadvantages of
slides. meetings.

Content Competence
16.2.9P1 Preparation of The trainee should have
different types of the ability to:
reports i) Plan and conduct
16.2.9P2 Editing and meetings
dissemination of reports ii) Write minutes
16.2.9P3 presenting a report effectively

16.2.10 CONDUCTING Content

MEETINGS AND 16.2.10T1Definition of the terms
MINUTE WRITING meetings and minutes
16.2.10T2Role of meetings and
minutes in an
organization

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16.2.10T3Types of meetings
16.2.10T4Planning and Competence
conducting meetings The trainee should have
16.2.10T5Challenges in conduct the ability to:
of meetings and minute i) Conduct interviews
writing ii) Prepare for an
16.2.10T6Advantages and interview as an
disadvantages of interviewee
meetings iii) Prepare for an
interview as an
Practice interviewer

16.2.10P0 Specific objective Content

By the end of the sub- 16.2.11T1Meaning of the term
module unit, the trainee ‘interview’
should be able to write 16.2.11T2Purpose of an
minutes correctly. interviews in an
organization
Content 16.2.11T3Types of interviews
16.2.10P1 Writing minutes 16.2.11T4Preparation for an
interview
16.2.11 INTERVIEWS i) Dressing and
grooming
Theory ii) Role of interviewer
iii) Role of interviewee
16.2.11T0Specific Objectives iv) Interview
By the end of the sub- environment
module unit, the trainee 16.2.11T5 Interviewing skills
should be able to: i) Briefing skills
a) explain the meaning ii) Conducting the
of the term interview
‘interview’ iii) Debriefing skills
b) explain the purpose
of interviews in an Practice
organization
c) discuss the various 16.2.11P0 Specific Objective
types of interviews By the end of the sub-
d) explain how to module unit, the trainee
prepare for an should be able to role
interview play as an interviewer
e) explain the skills for and as an interviewee.
interviewing.

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Content ii) Interact with

16.2.11P1 Role playing the different types of
interviewer and people
interviewee iii) Care for customers
appropriately
16.2.12 PUBLIC
RELATIONS AND Competence
CUSTOMER CARE The trainee should have
the ability to cope with
Theory emerging trends and
issues
16.2.12T0Specific Objectives
By the end of the sub- Content
module unit, the trainee 16.2.12T1Definition of the terms
should be able to: public, customer and
a) define the terms public relations
public, customer and 16.2.12T2Types of customers
public relations 16.2.12T3Role of public relations
b) name different types and customer care in an
of customers organization
c) explain the role of 16.2.12T4Interpersonal and public
public relations and relations skills
customer care in an 16.2.12T5Quality management
d) organization 16.2.12T6Customer care skills
e) explain 16.2.12T7Challenges faced in
interpersonal and public relations and
public relations customer care
skills
f) define quality Practice
management
g) explain the skills in 16.2.12P0 Specific Objective
customer care By the end of the sub-
h) explain the module unit, the trainee
challenges faced in should be able to apply
public relations and public relation skills in
customer care. dealing with the various
people.
Competence
The trainee should have Content
the ability to: 16.2.12P1 Application of public
i) Demonstrate proper relation skills
public relations

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iii) Observations
iv) Listening to
16.2.13 EMERGING ISSUES lecturers/resource
IN persons
COMMUNICATION v) Drama/role playing
vi) Excursions
Theory
Suggested
16.2.13T0Specific Objectives Teaching/Learning
By the end of the sub- Resources
module unit, the trainee
i) Boards
should be able to: ii) Charts
c) state emerging iii) Language laboratory
trends and issues in iv) Machines and
communication equipment
d) outline challenges - Power point
posed by emerging - Projectors
issues - Audio tapes
e) explain ways of - Telephone/fax
coping with - E-mail
emerging trends and - Internet
issues in v) Lecturers and
communication. resource persons
vi) Library
Content vii) Newspapers/magazi
16.2.13T1Emerging trends and ne-s/journals
issues in
communication Suggested Evaluation
16.2.13T2Challenges posed by Methods
emerging trends and i) Continuous
issues assessment tests
16.2.13T3Ways of coping with the ii) Term papers
emerging trends and iii) Questions and
issues answers
iv) Examinations –
Suggested written/oral
Teaching/Learning
Activities
i) Group
work/presentations
ii) Debating

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