Description

Communication Skills and Records Management

Communication Skills and Records Management is intended to equip the candidate with the knowledge, skills and attitude that will enable him/her to communicate clearly and concisely with the Board, Chief Executive and staff in both verbal and written forms including through digital technology and maintain records and confidentiality of information.

LEARNING OUTCOMES

A candidate who passes this paper should be able to:

• Communicate effectively in an organisation
• Develop strategies for effective communication and presentation in an organisation
• Maintain and manage records effectively
• Develop a disaster recovery plan
• Observe ethics in record management

CONTENT

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

2.                   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

3.                   Written communication and visual communication

• 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
• Job application cover letter, curriculum vitae and resume
• E-mails
• Visual communication – graphs/charts/tables/diagrams/pictures

4.                   Oral communication and non-verbal communication

• Meaning of oral communication
• Importance of oral communication
• Means 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
• Assertive 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`

5.                   Records management systems

• Definition of records management system
• Importance of an effective records management system
• Classification of records and indexing
• Features of an effective records management system
• Principles of effective records management systems
• Records management process
• Postal and courier services

6.                   Records lifecycle

• Records creation
• Records distribution
• Active storage
• Records retention
• Disposal of records
• Archival of records
• Electronic records management systems
• Maintaining security and confidentiality of records
• Disaster management system and recovery procedure

7.                   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

8.                   Group and team communication

• Group communication networks
• Team communication
• Managing team communication- Resolving conflicts and disagreements
• Communicating in virtual groups and teams-group e-mails, WhatsApp groups, social media, corporate blogs, online surveys
• Meetings and minutes writing
• Conferences and symposia

	8.7	Use of virtual meetings platforms; Google Meet, Zoom and MS Teams
9.	Report	and proposal writing
	9.1	Types and purpose of reports
	9.2	Structure and content of reports
	9.3	Types and uses of proposals
	9.4	Structure and content of proposals
	9.5	Writing of formal reports and proposals

 

10.               Information technology and communication

• Role and impact of technology in communication
• Communication networks- internet, intranet and extranet
• Teleconferencing and video conferencing
• Webinars
• Wireless technology
• Online surveys

11.               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
• Ethics relating to virtue meetings