Communication Skills

1 Understand how to communicate effectively 

• Meaning and definition of communication e.g. giving, receiving or exchanging ideas, information, signals or messages through appropriate media
• Communication as a process e.g. seven stage process: source. encoding, channel, decoding, receiver, feedback, context.
• Communication models e.g. linear, interactional, and transactional.
• Categories of communication e.g. verbal, non-verbal, written, visual
• Barriers to communication e.g. physical, cultural, language, perceptual, interpersonal, gender

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2 Understand organisational communication systems

• Formal communication networks in organisations e.g. definition; types, e.g. chain, wheel, star, all-channel, circle, top down, bottom up, one way, two way
• Informal communication networks in organisations e.g. single strand, gossip chain, probability chain.
• Importance of communication for organisation success e.g. facilitates understanding, increases efficiency, builds stronger relationships, employees feel part of the process and involved in decision-making process
• Communication for effective teamwork e.g. building relationships, sharing of goals, sharing of knowledge, building trust, motivation, stimulation of desired behaviour, inspire loyalty
• Digital media communications e.g. Purpose e.g. communicate information to target audience, market a specific brand or product, respond to social media communications. Types of digital media platforms, e.g. websites, intranet, mobile devices, social media (Twitter^TM, Facebook^TM, LinkedIn^TM). Tools and channels, e.g. social network, email newsletter, website, keywords, mobile social media, mobile websites, blogs, video sharing, podcasts, forums, social bookmark, online vouchers, image sharing, social gaming, virtual worlds.

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3 Demonstrate effective written communication skills 

• Purposes of written communication e.g. to inform, respond, or persuade.
• Written communication media e.g. essays, memos, reports, proposals, press releases, circulars
• Structuring written communications e.g. as appropriate to the communication requirements and to the audience, in line with organisational templates/business conventions, house style, appropriate business format, professional language, use of paragraphs, spacing, correct spelling, tone and grammar, appropriate use of technical language (abbreviations and acronyms).
• Reviewing written communication for accuracy and clarity, e.g. use of checklists, templates, editing/proofreading, feedback from others, checking facts, figures and names, use a dictionary/spell-check, punctuation and grammar checking.

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4 Demonstrate effective verbal communication skills

• Verbal communication skills and techniques, e.g. formality of language, tone of voice, pace, questioning, summarising and checking understanding; communication style, e.g. knowledgeable, confident, assertive, clear, accurate, courteous, respectful.
• Non-verbal communication techniques to enhance and reinforce messages e.g. active listening, facial expressions, eye contact, gestures, posture, mirroring others, use of silence/pauses
• Adapting verbal or non-verbal communication when required, e.g. differing levels of understanding, communicating with large groups, people with specific characteristics protected under equality law, dealing with queries or complaints, dealing with conflict; how to adapt verbal or non-verbal communication, e.g. listen and assess reactions, observe and mirror behaviours, repeat and summarise; use language, tone, pace and level of formality appropriate different audiences.
• Confirming understanding, e.g. questioning, listening, look for facial expressions, body language.

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5 Understand conflict and negotiations in a business environment 

• Causes of organisational conflict e.g. Bell and Hart’s Eight Causes of Conflict: conflicting resources, conflicting styles, conflicting perceptions, conflicting goals, conflicting pressures, conflicting roles, different personal values, and unpredictable policies
• Conflict handling strategies e.g. accommodating, avoiding, collaborating, compromising, competing.
• Techniques to manage conflict, e.g. listening and showing empathy, investigating conflict, identifying the root cause of conflict, identifying options to resolve conflict, offering alternative solutions, agreeing a way forward, implementing solutions, monitoring progress of conflict resolution activities, considering preventative strategies.
• Stages of negotiation: preparation, discussion, clarifying goals, working towards a win-win outcome, agreement, implementing a course of action.
• Elements of successful negotiating: good interpersonal skills, e.g. effective communications, body language, building rapport, etc.; positive attitudes and behaviours (confidence, interest in the other party); knowledge of the issues in question; understanding negotiation process, e.g. preparation, other party's approach, etc.

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