Course Content
Section 1: Effective communication skills – theory and models
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Introduction
The importance of interpersonal communication
Communication theory
Lasswell’s Communication Model (1948)
Shannon-Weaver Model
Kincaid’s Convergence Model
The communication process
Keys to effective communication
Relationship between communication techniques and job functioning
Purpose of using a variety of oral and written communication techniques
Communication rules, principles and laws
Section 1 – Revision Video
04:11
Recap Quiz: Communication Skills – Section 1
Section 2: Oral communication techniques – meetings and presentations
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Introduction
Oral communication techniques
Lead discussions and chair meetings
Types of meetings
Characteristics of good meetings
Preparing for a meeting
Create a meeting objective
Who should be invited to a meeting
Meeting roles and responsibilities: The chairperson
The role of the chairperson
Physical arrangements for meeting
Arrangement of seats
Notice of meeting
Equipment needed
Meeting agenda
Format of the meeting agenda
Meeting minutes
Decision-making methods used in meetings
Closing meetings
Five elements of effective meetings
Dealing with difficulties in meetings
Dealing with conflict in a meeting
Dealing with different personalities in a meeting
Following up on a meeting
Leading discussions
Deliver presentations
Identify the target audience
Gather information and structure the presentation
Consider the following
Preparing your presentation
Brainstorm your content
Mind mapping
Structure your presentation
Steps for creating a presentation
1. Write out your presentation
2. Choose a title
3. Develop your introduction
4. Develop your content
5. Develop your conclusion
Using cue cards
What is a visual aid?
Use text and graphics for impact
Use of colour
Effective use of technology
Have a backup plan
Control the environment
Deliver the presentation
Dress, posture, gestures and movement, facial expression
Vocal delivery
Taking the pressure off
Handling difficult audiences
Evaluate your success as a speaker
Feedback forms
Section 2 – Revision Video
03:53
Recap Quiz: Communication Skills – Section 2
Section 3: Written communication techniques – report writing
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Introduction
Technical writing
Types of business reports and audiences
Receptiveness of your audience
Skimmers and Sceptics
Logical structure
Linking sentences and paragraphs
Strategies for improving sentence clarity
Strategies for improving sentence clarity – continued
Consistency in your writing
Report layout
Sample project report layout
Gather and analyse information for the report
Research tips
Levels of confidentiality
Organising and analytical skills
Analyse the information 
Visual representations of information
Producing illustrations
Producing tables
Sections of a report
Section 3 – Revision Video
03:35
Recap Quiz: Communication Skills – Section 3
Section 4: Strategies to establish and maintain workplace relationships
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Introduction
Networking and its importance
Interpersonal awareness
Definitions of the skills that make up interpersonal skills
Effective networking techniques
Implement avenues for communicating with stakeholders
Internal role-players
Develop relationships with team members
1. Create opportunities to discuss work and personal issues
2. Communication and interaction criteria in performance management
3. Feedback strategies
Accepting negative feedback
Inform team members about developments and changes
Tips for better communication at the office
Establish relationships with managers
Getting along with your manager
Gain commitment
Raise concerns about the quality of work
Present information to the managers
Section 4 – Revision Video
04:57
Recap Quiz: Communication Skills – Section 4
Section 5: Identify and minimise workplace conflict
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Introduction
Interpersonal conflict in the workplace
Modes of conflict
Principles for handling conflict
Promote the orderly resolution of conflict
Role of company policies and procedures during conflict
Conflict management techniques
Take action to resolve potential and actual conflict in teams
Consulting the team
Ensuring beneficial team conflict
Refer conflict situations to appropriate managers where required
In closing
Section 5 – Revision Video
04:15
Recap Quiz: Communication Skills – Section 5
Final Assessment
Complete the following 2 short assessments to gain your certificate of completion.
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Final Assessment
Private: Communications Management
About Lesson

Section 1: Effective communication skills – theory and models

 

 

Introduction

Welcome to the Communications Management Course.

In this section you will be exposed to the various communication process theories, and you will consider the steps in the communication process and the keys to effective communication.

 

The learning outcomes for this section are:

  • Explain the importance of interpersonal communication
  • Discuss communication theories and principles
  • Consider the communication processes and keys to effective communication
  • Explain the relationship between communication techniques and job function
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