Communication Skills and Records Management KASNEB CS notes

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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
  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
  1. 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
  1. Oral communication and non-verbal 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
  • 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
  • V 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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