Communication Skills kasneb new syllabus notes



This paper is intended to equip the candidate with the knowledge, skills and attitude that will enable him/her to communicate clearly and concisely, orally and in writing in formal and informal situations.


A candidate who passes this paper should be able to:

  • Communicate effectively and ethically in an organization using different media
  • Use non-verbal cues effectively in communication
  • Demonstrate effective presentation skills
  • Apply the protocols of team and virtual groups’ communication
  • Write formal reports and proposals
  • Apply information technology in communication


  1. Introduction to communication

    • Meaning of communication
    • Role of communication in an organisation
    • Elements of communication
    • The communication process
    • Principles of effective communication
    • Essential of an effective communication system
    • Barriers to effective communication
  1. Types of communication

    • Formal and informal communication
    • Flow of communication in an organisation
    • Grapevine communication
    • Internal and external communication
    • Interpersonal and intrapersonal communication
    • Cross-cultural communication
    • E-mail
    • Visual communication – graphs/charts/tables/diagrams/pictures
  1. Oral communication

    • Meaning of oral communication
    • Importance of oral communication
    • Types of oral communication- Face to face and telephone conversations
    • Effective listening-The listening process, principles of effective listening, listening techniques, barriers to effective listening
    • Interviews- Types, purpose, preparation and conduct of interviews
    • Persuasive communication- Meaning, objectives, creating persuasive messages, approaches to persuasion
  1. Non-verbal communication

    • Meaning and importance of non-verbal communication
    • Forms of non-verbal communication
    • Effective use of non-verbal communication
    • Barriers to effective non-verbal communication
  1. Writing skills

    • Sentence construction and paragraph development
    • Business letters
    • Memorandum
    • Posters and notices
    • Forms and questionnaires
    • Circulars and newsletters
    • Advertisements and publicity materials
    • Documents used in business transactions – letter of enquiry, catalogue, quotation, purchase order, invoice, credit note, debit note, others
    • CVs and resume
  1. Public speaking and presentation

    • Effective presentation skills
    • Audience analysis
    • Selecting and researching the topic
    • Preparation and organisation of an effective presentation
    • Structure of presentation
    • Presentation aids
    • Public speeches- Structure and delivery of public speeches
    • PowerPoint presentations
  1. Group and team communication

    • Group communication networks
    • Team communication
    • Communicating in virtual groups and teams-group e-mails, what’s app groups, social media
    • Meetings- Types, role of members, preparation, conduct, documents used in meetings
    • Conferences and symposia

  1. Report and proposal writing

    • Types and purpose of reports
    • Structure and content of reports
    • Types and uses of proposals
    • Structure and content of proposals
    • Writing of formal reports and proposals
  1. Information technology and communication

    • Role and impact of technology in communication
    • Communication networks- Internet, intranet and extranet
    • Teleconferencing and video conferencing
    • Webinar
    • Wireless technology
  1. Ethics in communication

    • Role of ethical communication in an organisation
    • Principles of ethical communication
    • Ethical issues in communication
    • Enhancing ethical communication in an organisation
    • Factors influencing ethical communication
    • Ethical dilemmas in communication
    • Handling ethical dilemmas in communication
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